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Part Nine: Interpreting Data and Trends Through Rapid Changes in Retail


Jul 22, 2020 11:31 AM

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Steve Hall
NCMi Instructor @NCM Associates
Steve is a full-time instructor with the NCM Institute. Using expertise honed during more than 25 years in the automotive industry, Steve is responsible for the Institute's fixed operations curriculum. Steve’s experience has encompassed most aspects of the service, parts, and body shop divisions. He was an equity partner in two dealerships, and held management positions in all areas of auto dealership fixed operations, including service and parts director and vice president of fixed operations for more than 19 stores. With an approach that focuses on the customer, Steve helps NCM clients create and maintain a world class service culture that drives results. Specific goals include, but are not limited to, CSI and customer retention strategies, profit attainment goals, training, marketing, merchandising, and results advising experience. Steve also has an exceptional understanding of overall dealership operations and is proficient in many industry DMS and BDC systems.
Tom Miller
NCMi Instructor @NCM Associates
Tom is a full-time instructor at the NCM Institute. Being an experienced and accomplished automotive professional with over 18 years of General Management and Platform Management experience, and over 25 years in the automotive industry, he strives to use his knowledge in the training room every single day. Tom began his career at an Acura store, holding the position of salesperson, finance manager, sales manager, used car manager, and general sales manager. In just 5 years, he was selected by his GM to follow him in his purchase of Five Star Dealerships, where he would be promoted to VP and GM of the multi-franchise group. Led by Tom, the group won numerous awards, including the GM Mark of Excellence, Toyota President’s Award, and Ford President’s Award. During his 18 years there, Tom also maintained a long-term track record of low turnover by developing management candidates from within the company.
Mark Shackelford
NCMi Insructor, Moderator, Consultant @NCM Association
With more than 30 years of successful automotive retail management experience and a passion for 20 Groups, Mark is now leveraging his retail expertise and group facilitation skills at NCM. Mark previously worked as an NADA twenty group consultant and trainer for the NADA University. Mark joined NCM in 2013, but his 30 years of retail automotive experience began in Akron, Ohio, as a sales consultant for a local automotive dealership. At different dealerships over the next 15 years, Mark worked as a sales manager and general manager. In 1996, Mark purchased his first new car dealership and later added a second new car dealership to his portfolio. In 2004, Mark sold his stores and started an automotive consulting company working in dealerships across the country for the next six years. Mark has worked with 20 Groups for the last eight years and works with the NCM Institute where he leverages his certification in training and design learning from the Association for Talent Development.