Service Advisor

The programme is designed around the Institute of the Motor Industry (IMI) Customer Service Advanced Apprenticeship Framework
(Level 3). Additionally the programme is enhanced by the inclusion of
Ferrari Customer Service Training Courses to allow you to
graduate as a valuable member of the team.

Incorporated into the second year of training will also be assessments for:

  • ATA Customer Service

This position is designed as an introduction to Ferrari products, enhancing customer service skills and developing advanced selling skills. As part of the programme, you will gain an introduction to financial planning and digital marketing. Within the programme, you will undertake on-the-job training whilst earning an academic qualification.

The achievement of an apprenticeship in Customer Service Advanced Apprenticeship Framework (Level 2 and 3) VCQ, VRQ and Functional Skills relevant
to the learners level, are all assessed to the IMI standards. Assessment of all
qualified learners to the ATA IMI standards.

Course Overview

Year 1: 7 Week Residential Training

Week 1Week 2Week 3Week 4Week 5
Welcome to Ferrari
Health & Safety
Brand
Introduction
ERR
Business Hierarchy
Ferrari Product Training
An overview of Ferrari product
Vehicle Inspection
Braking Systems
Servicing PDI, 190, MOT
Information Sourcing
Ferrari Genuine
The range
DAD
Social Media
Running a campaign
Using MODISC
Chassis Introduction
Steering, suspension Geometry, Tyre changing
Pirelli Trip to Carlisle (2 days)

Week 6Week 7
Customer Service Skills
Understand the customer
Presentation skills
CSI & FRI
Mystery Shop
Customer Journey
Advanced Citnow
End of Year assessment Gateway 1
2,000 word work based project
Professional discussion

Year 2: 7 Week Residential Training

Week 1Week 2Week 3Week 4Week 5
Retention
Service Entry
CCP
Warranty & Service Plan
Ferrari with you
Ferrari Approved
Service Culture
Brand
Customer delight
Handling objections
Effective communication
Competitor culture exercise
Parts & Accessory Management
Inventory management
Ferrari composite
Selling Accessories
Client understanding
Genuine Citnow
CCP - managing opportunities to succeed
Product updates
Marketing
Segmentation
The P's of Marketing HPPS
Creating a marketing plan
Budgeting & ROI

Week 6Week 7

Digital Marketing
Campaigns
Digital platforms
Optimisation
Marketing plan
Budgeting & ROI

End of Year assessment Gateway 1
2,000 word assignment and work based project
Professional discussion

Start an apprenticeship with Ferrari

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