COURSE OVERVIEW:
Welcome to the Operational Planning in Automotive Retail Management course. This program has been developed to provide you with the frameworks, tools, and strategic insights required to manage day-to-day retail operations in alignment with broader business objectives.
Operational planning is essential for ensuring that every function within an automotive retail business—sales, marketing, inventory, finance, and customer service—operates cohesively to meet performance goals and drive profitability. This course begins by defining the scope and purpose of operational planning within an automotive dealership context, emphasising how well-coordinated planning supports long-term strategy execution. Participants will explore how to align departmental actions with business targets, identify key stakeholders in the planning process, and foster cross-functional collaboration.
An effective operational plan begins with a detailed analysis of current retail performance. This section explores how to review dealership data, including vehicle sales, gross margins, customer foot traffic, and other performance metrics. Participants will learn how to identify performance gaps and trends, benchmark results against historical and industry standards, and use insights to inform future planning cycles.
Understanding the structure of the automotive retail business model is crucial for strategic alignment. This section provides an overview of typical dealership revenue streams—vehicle sales, trade-ins, finance and insurance (F&I), and aftermarket services—and explains the difference between fixed and variable operations. Participants will learn how each department contributes to planning outcomes and how to coordinate objectives across the dealership structure.
Setting clear business goals is at the heart of operational planning. This section guides participants through the development of SMART (Specific, Measurable, Achievable, Relevant, Time-bound) objectives, including targets for sales, stock turnover, and gross profitability. It also covers how to align operational goals with broader business strategy, annual budgets, and manufacturer directives.
Inventory planning plays a pivotal role in financial health and sales readiness. This section explores how to forecast vehicle sales volumes, manage stock replenishment, and align floorplan allocations with expected demand. Participants will learn how to minimise holding costs, avoid overstocking, and ensure the right stock mix is available at the right time.
Workforce planning ensures that retail operations are supported by the right people at the right time. This section examines how to forecast staffing needs based on workload and peak periods, schedule rosters, manage leave planning, and align individual skillsets with departmental goals and customer service expectations.
Budgeting is integral to operational control. This section outlines how to estimate departmental expenses, protect gross margins, and monitor variances between planned and actual costs. Participants will also learn strategies for cost management and resource optimisation across departments.
Supplier and manufacturer relationships are a vital component of operational success. This section explains how to coordinate new vehicle deliveries, align with product release schedules, and negotiate promotional support. Emphasis is placed on aligning OEM incentives and programs with dealership sales objectives.
The customer journey must be at the centre of planning. This section introduces strategies for mapping key customer touchpoints—from first enquiry to test drive, contract signing, and vehicle delivery. Participants will learn how to schedule and manage these stages using CRM systems to track follow-ups, appointments, and satisfaction metrics.
Internal support functions must be tightly integrated. This section covers how to coordinate sales with finance, insurance, aftermarket, and administration teams. It outlines how to ensure document flow, compliance checks, and registration processes are efficiently managed without delays or customer frustration.
Marketing efforts should be aligned with operational priorities. This section focuses on planning promotional campaigns based on stock levels, seasonality, and local market trends. Participants will explore how to coordinate digital, in-store, and traditional advertising efforts, measure return on investment (ROI), and adjust marketing activity to support business goals.
Showroom and facilities operations must support a high-quality customer experience. This section explores how to plan for display vehicle rotation, maintain signage and POS materials, schedule showroom maintenance, and ensure the physical space remains clean, professional, and welcoming.
Customer retention and aftersales engagement are key components of sustainable performance. This section introduces strategies for planning loyalty programs, managing re-engagement campaigns, and integrating service reminders or callback systems. Participants will also learn how to schedule regular review of customer feedback and use insights to refine operational plans.
Technology is a powerful enabler of operational efficiency. This section covers how to use dealership management systems (DMS), analytics dashboards, and automation tools to streamline forecasting, reporting, and task management. Emphasis is placed on integrating technology to reduce errors and improve responsiveness.
Compliance and regulatory planning are essential in today’s automotive retail environment. This section examines how to plan for obligations relating to finance disclosure, vehicle registration, consumer rights, privacy, and fair trading laws. Participants will learn how to maintain compliance documentation and support audit readiness.
Tracking performance is essential to responsive planning. This section explains how to monitor key operational metrics, conduct regular team reviews, and adjust plans based on real-time data. Techniques for managing deviations from plan and addressing underperformance are also covered.
Staff engagement is critical to successful plan execution. This section explores how to involve department heads in setting operational goals, gather input from frontline staff, and link individual KPIs to overall dealership success. Creating a culture of accountability and innovation is strongly emphasised.
Planning must evolve with the business. This final section guides participants through structured review processes, post-period evaluations, and improvement cycles. Participants will learn how to refine planning tools, update procedures, and embed a mindset of continuous improvement in retail operations.
By the end of this course, you will be equipped with the strategic insight, planning methodologies, and operational management tools required to lead effective, profitable, and compliant retail operations within the dynamic environment of the Australian automotive industry.
Each section is complemented with examples to illustrate the concepts and techniques discussed.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand the following topics:
1. Introduction to Operational Planning in Automotive Retail
- Definition and purpose of operational planning in automotive retail
- Aligning operations with strategic business objectives
- Key stakeholders involved in retail operations
2. Analysing Current Retail Performance
- Reviewing sales data, gross profit, and customer foot traffic
- Identifying performance trends and gaps
- Benchmarking against industry standards and past performance
3. Understanding the Automotive Retail Business Model
- Revenue streams: vehicle sales, trade-ins, finance, aftermarket
- Fixed vs variable operations and their contribution to planning
- Organisational structure and department responsibilities
4. Setting Business Goals and Performance Targets
- Developing SMART operational goals
- Setting sales, stock turnover, and profitability targets
- Aligning targets with annual budgets and strategic plans
5. Planning Inventory and Stock Turnover
- Forecasting sales volumes and stock replenishment needs
- Managing vehicle pipeline and floorplan allocations
- Minimising holding costs and avoiding overstocking
6. Workforce Planning for Retail Operations
- Forecasting staffing needs based on operational demand
- Planning rosters, leave, and peak period coverage
- Aligning staff skillsets with department objectives
7. Budgeting and Cost Control
- Estimating operating expenses across departments
- Planning for cost efficiency and margin protection
- Monitoring variances between planned and actual costs
8. Managing Supplier and Manufacturer Relationships
- Coordinating vehicle deliveries and launch cycles
- Negotiating terms and promotions with OEMs
- Aligning manufacturer incentives with business goals
9. Planning the Sales Process and Customer Journey
- Mapping key customer touchpoints from enquiry to delivery
- Coordinating sales appointments, test drives, and handovers
- Integrating CRM systems to track leads and follow-ups
10. Coordinating Support Services and Internal Operations
- Aligning finance, insurance, and aftermarket teams with sales goals
- Managing document processing, registration, and compliance
- Ensuring smooth interdepartmental communication
11. Marketing and Promotional Planning
- Planning campaigns aligned with inventory and seasonal trends
- Coordinating digital, in-store, and local advertising
- Measuring ROI and adjusting future marketing plans
12. Planning Facilities and Showroom Operations
- Ensuring availability of display vehicles and point-of-sale materials
- Maintaining cleanliness, signage, and customer amenities
- Scheduling maintenance, fitouts, or layout changes
13. Implementing Customer Service and Retention Strategies
- Planning loyalty programs and customer re-engagement initiatives
- Scheduling customer surveys, reviews, and service callbacks
- Addressing feedback to improve future operational plans
14. Integrating Technology into Operational Planning
- Using dealership management systems (DMS) for forecasting and reporting
- Leveraging analytics tools for inventory and customer trends
- Automating routine operational tasks for efficiency
15. Managing Compliance and Regulatory Requirements
- Planning for vehicle registration, finance, and disclosure obligations
- Ensuring compliance with ACL, privacy, and fair trading laws
- Maintaining audit trails and documentation
16. Monitoring Progress and Adjusting Operational Plans
- Tracking KPIs and milestone achievements
- Conducting regular team meetings to review performance
- Making real-time adjustments to address shortfalls
17. Engaging Staff in the Planning Process
- Involving department heads in operational goal setting
- Encouraging feedback and innovation from frontline staff
- Linking staff KPIs to broader operational outcomes
18. Reviewing and Improving Planning Processes
- Conducting end-of-period reviews and performance evaluations
- Identifying improvement opportunities through reflection and data
- Updating planning templates, procedures, and tools
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
COURSE REQUIREMENTS:
You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.
COURSE DELIVERY:
Purchase and download course content.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.