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NAV Global · Staff Training & Certification for Automotive Retail

Every vehicle on your lot is on
somebody else's lot too.

Your people are the only thing that isn't. Train them like it.

Inventory, pricing, and advertising can all be matched by the store down the road. What cannot be matched is a team that answers faster, asks better questions, and gives a customer a reason to come back. NAV Global builds the training and certification programs that produce that team, and the written standards that keep it running after the training is over.

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A complimentary 30-minute conversation about your store, your departments, and where the gaps are.

NAV Global NAV Global Certified
Chris Nolan
Credibility Snapshot

Built by someone who learned training where failure was not an option.

Fifteen years in the U.S. Marine Corps and U.S. Capitol Police, then 36,000+ hours of field execution building and running sales operations. Chris Nolan is the architect of the START™ and GRO2™ frameworks, a multiple ICON and Chairman's Award winner, host of The Nolan Show, and a board member of Let the Heroes Know.

In the military, nobody hopes the new person picks it up. They are trained, drilled, and signed off. Dealerships deserve the same standard.

The Industry's Training Gap, In Numbers

The numbers make the case better than we can.

42%

Total dealership employee turnover, with sales roles turning over at roughly 60%.

67%

Turnover among entry-level technicians, at a median tenure of under one year.

12%

Of employees strongly agree their organization does a great job of onboarding.

87%

Of what salespeople learn in a training session is forgotten within a month without reinforcement.

Sources: 2025 NADA Dealership Workforce Study; Gallup, State of the American Workplace; Association for Talent Development.

Read those four numbers together and the problem is obvious. A store can run a good training day in March and have replaced half the room by September, with the other half remembering almost none of it. Training as an event cannot survive a business that turns over this fast. It has to be a system that is always running.

The Problem

Nobody plans to train by osmosis. It just happens.

The new hire shadows whoever happens to be free. They pick up the habits, good and bad, of one person. Three weeks later they are on the floor, on the phones, or on the drive, and no one can say whether a slow month is a skill problem or a nobody-ever-showed-them problem.

Meanwhile the customer is doing their homework before they ever arrive, and comparing your store to every other store in the market. They will not remember your inventory. They will remember whether someone called them back, whether they were told the truth about a timeline, and whether the person in front of them knew what they were talking about.

Sales and customer experience are what drive a dealership. Trained staff are what drive sales and customer experience.

What NAV Global Does

Training your people actually complete, on standards your managers can hold.

NAV Global builds role-specific training programs for automotive retail and the written operating standards behind them. Every program is a course your people work through, an assessment they have to pass, and an SOP your managers run the department from once the course is done.

It is designed for how a dealership actually works: people start mid-month, shifts are uneven, and nobody can take a department off the floor for two days. Training runs on their schedule, role by role, and the standard stays in writing when the trainer is gone.

See the Programs
Dealership staff training session
Why Dealers Choose NAV

Four things that make this different.

Certification, not attendance

Sitting through a session proves nothing. Every NAV program ends in a graded assessment, a review of real work the participant produced, and a manager sign-off before they work unsupervised. You know who is ready, by name.

Built for a business that turns over

No waiting for the next training day. A person hired in week nine starts the same program, to the same standard, with the same pass mark as the person hired in January.

Every course sits on a written standard

The course teaches what the SOP requires, so a manager coaching on Monday and a rep certified in June are working from one document, not two memories.

Measured on numbers you already track

Response time, contact and appointment rates, cycle time, CSI, carrier scorecards. Programs are built backwards from the numbers your store is already graded on, so you can see whether the training moved anything.

Where Training Pays Off First

Dealerships have no shortage of training options. What most do not have is a standard that connects them.

NAV Global builds programs across the departments where untrained execution costs the most:

Sales and BDC

Lead response speed, qualification, follow-up cadence, appointments, and the handoff to the floor.

Fixed Operations and Collision

Insurer communication, estimate and documentation standards, supplements, and cycle time.

Customer Experience Across the Store

Update cadence, difficult conversations, and the moments after the sale that decide whether a customer comes back.

Compliance

Consent, contact, and disclosure obligations that carry real exposure, trained and acknowledged rather than assumed.

Available Now

Two programs shipping today. More in build.

Available Now
BDC agent at desk

Lead Handling for Car Dealerships

BDC Agents · Internet Sales · Managers

Seven modules covering speed to lead, CRM discipline, qualification, the 14-day follow-up cadence, appointments and no-show recovery, the handoff, and compliance.

Certification requires a written assessment, three simulated leads worked in real time, an observed first-contact call, and a CRM audit.

Available Now
Collision center estimator

Collision Center Insurance Communication

Estimators · Service Advisors · Insurance Liaison

Seven modules covering claim intake, blueprint and estimate standards, adjuster communication, supplements, customer cadence, total loss conversations, and DRP scorecard performance.

Certification requires a written assessment, an estimate file review, a supplement simulation, a log audit, and an observed role-play.

Each program is delivered with its own standard operating procedure. Certification is valid for twelve months. More programs are in build, and new ones can be written for your store's priorities.

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How It Works

Four steps. No mystery.

01

Document

We write the standard for the department: the windows, the cadences, the documentation, the escalation paths, and who owns each of them.

02

Train

Your people work through the course built on that exact standard, at their own pace, with scenarios drawn from the situations that actually cost stores money.

03

Certify

Everyone passes a graded assessment on real work before they run files unsupervised. Anyone who misses a component retakes that component after coaching, within five business days.

04

Review

Standards are reviewed quarterly against real performance. A process that stops working is a process to change, not one to defend.

The Belief Behind the Work

Most stores do not have a people problem.

They have good people doing their best inside a process nobody ever wrote down. The same employee who looks careless on Tuesday is the one holding the line on Thursday, because there is no standard, only memory and whatever the day throws at them.

Write it down. Teach it. Check it. Almost everything that gets called a motivation problem in this industry turns out to be a training problem wearing a different jacket.

Chris Nolan
About Chris Nolan

Fifteen years of zero-error work, applied to the showroom floor.

Chris Nolan spent fifteen years in the U.S. Marine Corps and U.S. Capitol Police, where every standard was written, drilled, and checked, because there was no version of the day where improvising was acceptable.

He carried that discipline into sales, built the START™ and GRO2™ frameworks across 36,000+ hours of field execution and more than a thousand closed transactions, and earned multiple ICON and Chairman's Awards along the way. NAV Global is where that work now lives for automotive retail: real training, real certification, and departments that run the same way whoever is on shift.

Host of The Nolan Show. Board member, Let the Heroes Know.

Start With One Module

See the standard before you commit to it.

Take the first module of Lead Handling for Car Dealerships at no cost, including the response-time standards your store can measure itself against this week.

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Final Word

Your competitors are training by accident. That is the whole opportunity.

Most stores will keep hiring fast, training thin, and hoping it holds. The gap that leaves is not small, and closing it costs less than one more month of turnover, missed leads, and customers who quietly went somewhere else.

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A complimentary 30-minute conversation about your store, your departments, and where the gaps are.