2016-17 GNYADA Automotive Workshops & Seminars

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welcome

The Greater New York Automobile Dealers Association is pleased to present its new 2016-2017 calendar of education and training opportunities. The programs included reflect the latest ad- vances in automotive retailing, providing dealership employees with the knowledge and skill that today’s social marketplace and data-driven economy demands. our diverse team of instructors trains automotive professionals to improve operations, become more profitable and realize their job potential, through interactive, face-to-face training in areas such as:

n Business development

Data protection

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Digital marketing

n Finance and insurance

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Franchise law

Healthcare

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labor law

n employee management

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oSHA compliance

Sales

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Service

Tax compliance

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By successfully completing our seminars, participants receive a wealth of practical knowledge immediately applicable to the franchised new car dealership world. Please reference this catalog when planning and making decisions about your dealership’s training needs.

we look forward to seeing you at The center.

Nick Toomey Mark Schienberg GNYADA chairman GNYADA President education committee chair

GNYADA SALES ACADEMY

Everything was very useful. Negotiations, closing and proper timing were most helpful. The instructor was very knowledgeable. He was very clear, entertaining, and professional. Definitely would recommend him for any seminar. Timothy Ramcharesingh Rallye BMW

SERVICE ADVISOR SKILLS

Very informative and reassuring. Listening to the customer and not selling every time they come in. Format is excellent, engaging, personable instructor. Overall beneficial seminar. ludwig Amparo Pepe Infiniti

BDC & SALES BOOT CAMP

Informative and fun. Something to remember and happy to use consistently. This was a great and engaging experience. Learned to better get the information (last name, and phone number) frommy phone up. How to leave a better voicemail to receive a call back. linora Torres Yonkers Kia

MASTER THE WALK AROUND AND TEST RIDE

Looking forward to putting some of this training into practice, especially the demo ride – driving first and staying quiet while customer drives. Very well done, informative and helpful. Robert Barniville East Hills Jeep

ADVANCED NEGOTIATION SKILLS

Interesting and informative. Timing to bring up certain subjects/topics was most helpful. Excellent instructor. Informative, clear, humorous, engaging and interactive with students. Great! James chen City Cadillac Buick GMC

EFFECTIVE, PROACTIVE OUTBOUND DEPLOYMENT

Today’s seminar was a great refresher course. The notes provided will help to keep me focused and make my business development skills stronger. Thank you Mark for such an informative in-depth and interactive seminar. Imani Gooden Toyota of Manhattan

coNTeNTS

THE ULTIMATE SALES TECHNIQUES

This was a great class. Learned a lot of new ways to get sales. They should continue these classes because many salespeople need the additional training. This class is filled with the knowledge you need to succeed. I’m glad I got to experience this at the very start of my career. christy Vargas Legend Nissan

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Seminars At-a-Glance/calendar View

EFFECTIVE BDC MANAGEMENT

September Seminars

Second training with Instructor. I’m very satisfied with the training session. Learned a lot and can’t wait to implement what I have learned. Mark is a very knowledgeable instructor. He is extremely good at getting all the information across in a manner that is a completely understandable, easy process to learn. Handouts are great tools. Follow-up is awesome on his behalf. Very interactive. Hands down to Mark.

october Seminars

November Seminars

December Seminars

January Seminars

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February Seminars

march Seminars

April Seminars

evelyn Gonzalez Smithtown Acura

may Seminars

June Seminars

GNYADA’S BILLERS’ WORKSHOP

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July Seminars

Jean Marie was awesome! Incredibly informative with detailed information. I will be sending more people for classes. Great workshop! Thanks!

August Seminars

meet the Instructors

costs and Policies

Anonymous

Directions

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BDc BDC & Sales Boot Camp

F & I F & I Sales Skills Tuesday, February 21, 2017 Thursday, July 20, 2017

wednesday, September 14, 2016 wednesday, January 25, 2017

wednesday, April 12, 2017 wednesday, July 12, 2017

Information Security Guidelines for Automotive Dealerships Thursday, February 16, 2017 wednesday, August 9, 2017 Integrity & Profitability in F & I Thursday, November 10, 2016 Thursday, June 22, 2017 management Improving Your Managerial Effectiveness Tuesday, march 28, 2017

Effective Outbound Communication Skills wednesday, December 7, 2016 wednesday, march 22, 2017

Effective BDC Management Strategies wednesday, November 9, 2016 wednesday, February 8, 2017 wednesday, June 7, 2017 Digital marketing Drive Sales with Video: How to Start Your Video Program Thursday, october 20, 2016 Tuesday, may 9, 2017 Dealer Services Annual Labor Law Seminar Tuesday, october 18, 2016 or Thursday, october 20, 2016

Managing Difficult People Thursday, December 8, 2016 wednesday, July 26, 2017 Successful Team Management wednesday, December 21, 2016 wednesday, June 21, 2017 The Management Transition: Key Skills for New Supervisors wednesday, November 16, 2016

GNYADA Tax Forum Thursday, November 17, 2016

Why Should I Work Here? Thursday, September 22, 2016

OSHA Compliance Seminar wednesday, January 18, 2017

Spring ERP Seminar wednesday, march 15, 2017

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2016-2017

AT-A-GlANce

MAY 2017

MAR 2017

JUN 2017

APR 2017

JUL 2017

AUG 2017

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office Become an Awesome Receptionist

Sales Advanced Negotiation Skills Thursday, march 2, 2017 Thursday, August 24, 2017

wednesday, october 5, 2016 wednesday, march 8, 2017

GNYADA's Billers’ Workshop Tuesday, December 6, 2016 wednesday, April 5, 2017 Tuesday, August 8, 2017

Conquering Customer Objections wednesday, December 14, 2016

GNYADA Sales Academy wednesday, october 5 & Thursday, october 6, 2016 wednesday, January 18 & Thursday, January 19, 2017 wednesday, may 17 & Thursday, may 18, 2017

Proper Billing for Out-of-State Transactions wednesday, February 8, 2017 Tuesday, July 11, 2017 Service Service Advisor Skills:

High-Gross Sales Training wednesday, April 26, 2017 Tuesday, July 18, 2017

The Different Buyer Personas and How to Sell To Them Thursday, January 26, 2017

How to Sell Service & Repair Thursday, November 3, 2016 Thursday, may 25, 2017 Service Advisor Training: Driving Consistent Success wednesday, September 21, 2016

Master the Walk-Around & Test Ride Thursday, march 2, 2017 Thursday, August 24, 2017

Maximize Profits in Preowned Vehicles wednesday, February 22, 2017

Thursday, April 6, 2017 Tuesday, June 27, 2017

Walk-Around Presentation: An Important Closing Tool Thursday, September 15, 2016

To reserve your seat today, or if you have any questions, please contact: Carole Rogner, Professional Development Coordinator Carole@gnyada.com 718.640.2012

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GNYADA’S CENTER FOR AUTOMOTIVE EDUCATION & TRAINING wHITeSToNe New YoRK

S E P T E M B E R

BDC & SALES BOOT CAMP what to say and how to say it to get more customers into your dealership.

SERVICE ADVISOR TRAINING: DRIVING CONSISTENT SuCCESS everything you need to know about being an outstanding Service Advisor.

Date: Time:

wednesday, September 14, 2016

10:00am-4:00pm Instructor: mark Rodriguez Auto client care, Inc. Fee:

Date: Time:

wednesday, September 21, 2016

10:00am-4:00pm

Instructor: Frank Phillips

$125 (GNYADA member) $250 (non-member)

FcP-Sales masters

Fee:

$125 (GNYADA member) $250 (non-member)

learn the phone strategies that get better results.

learn how to increase sales and raise customer satisfaction in the service drive.

Attendees will learn how to:

Navigate around sales call objections

n

Participants will learn:

n convert internet leads into appointments leave effective voicemail messages connect with millennial shoppers Deal with customers determined to get over-the-phone pricing n n n

n Selling techniques for communicating necessary service(s) to customers n methods to build a rapport and learn about the customer n To sell service based on benefits to the customer

Techniques for handling objections

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n How to ensure trust and credibility in customer relationships

THE WALK-AROuND PRESENTATION: AN IMPORTANT CLOSING TOOL! Start the closing process the moment the customer sits in the vehicle.

WHY SHOuLD I WORK HERE? Attract great candidates who may be open to pursuing a job at your dealership.

Date: Time:

Tuesday, September 22, 2016

Date: Time:

Thursday, September 15, 2016

10:00am-1:00pm Instructor: Bill mcAndrews

10:00am-4:00pm

Instructor: Frank Phillips

william D. mcAndrews & Associates

FcP-Sales masters

Fee:

$85 (GNYADA member) $150 (non-member)

Fee:

$125 (GNYADA member) $250 (non-member)

Hiring and retaining the best talent is tough. learn how to grow the staff you want.

learn how to win more sales by justifying the price and building customer trust during the walk-around.

In this course, attendees will learn:

Attendees will learn how to:

n ways to optimize your employer value proposition n How to create a culture where the best employees want to work n Steps for writing effective career pages and job descriptions n How to empower employees to act as great corporate ambassadors n Techniques to actively build and leverage your brand in the recruitment arena

n Keep presentations organized and effective n Present product knowledge in a compelling fashion Build value in a vehicle to justify its price n

Keep the sales process seamless

n

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O C T O B E R

GNYADA SALES ACADEMY covering every phase of the selling process, from prospecting to delivery.

DRIVE SALES WITH VIDEO: HOW TO START YOuR VIDEO PROGRAM (HANDS ON TRAINING) Dominate search engine results, engage your customers and enhance your digital presence.

Date:

wednesday, october 5 & Thursday, october 6, 2016 10:00am-4:00pm BoTH DAYS

Time:

Date: Time:

Thursday, october 20, 2016

Instructor: Ken carlson

10:00am-4:00pm Instructor: criss castle, car News Network Fee: $125 (GNYADA member) $250 (non-member)

Director of Training for manage-Rite, Inc.

Fee:

$149 (GNYADA member) $300 (non-member)

The highly interactive two-day Sales Academy equips participants with the tools and techniques to improve sales performance and achieve success.

Drive traffic to your website with video — create captivating publicity that doesn’t expire! Get hands-on training on creating videos that bring people to your dealership.

Salespeople will learn:

Participants will learn how to:

n Skills in appointment setting and prospecting n How to engage customers and qualify their needs n what to do during walk-arounds and test rides n Techniques for working around negative feedback n How to negotiate agreements and close deals

n Develop content specific to the auto industry n create follow-up videos for BDc, sales and service n Start and maintain a dealership YouTub e channel n Post and distribute video content across social media platforms n Imbed videos in cRm and on your website

BECOME AN AWESOME RECEPTIONIST Best practices for today’s hardworking receptionists.

Dealer Services Annual Labor Law Seminar

Date: Time:

wednesday, october 5, 2016

10:00am-1:00pm Instructor: mark Rodriguez

Auto client care, Inc. $85 (GNYADA member) $150 (non-member)

Tuesday, october 18, 2016 or Thursday, october 20, 2016

Fee:

Receptionists will learn to direct calls with poise and professionalism, handle difficult situations and people with tact and diplomacy, become organized, and more.

The key areas of focus will be:

n Greetings that communicate warmth and professionalism n maintaining a high level of customer support, both on calls and in person n Dealing with difficult personalities and hard-to- understand calls n Rapport builders that make every visitor feel important and welcome

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N O V E M B E R

SERVICE ADVISOR SKILLS: HOW TO SELL SERVICE & REPAIR The ultimate game plan on increasing hours per R.o., and gross retention.

INTEGRITY & PROFITABILITY IN F&I maintain legal compliance and ethics while generating revenue.

Date: Time:

Thursday, November 10, 2016

10:00am-4:00pm Instructor: Judy Vann Karstadt, JV Solutions llc Fee: $125 (GNYADA member) $250 (non-member) F&I profitability is a product of complete integrity. learn to handle every transaction honestly and in total compliance with the law. n The complete array of consumer privacy and information security rules n The maze that surrounds disclosure regulations n Proper techniques for presenting products and services to customers n Best practices that contribute to a successful F&I operation n How to handle credit analyses Attendees will learn:

Date: Time:

Thursday, November 3, 2016

10:00am-4:00pm

Instructor: Ken carlson

Director of Training for manage-Rite, Inc.

Fee:

$125 (GNYADA member) $250 (non-member)

communicate the importance of vehicle maintenance to customers, while increasing service-driven profits.

Service Advisors will learn:

n Selling techniques to get customers to agree on needed service(s) n Interviewing methods to build rapport and learn about the customer n How to position service needs based on customer benefit

Techniques for handling objections How to ensure trust and credibility

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n

EFFECTIVE BDC MANAGEMENT STRATEGIES coach your BDc to deliver higher performance and better results.

THE MANAGEMENT TRANSITION: KEY SKILLS FOR NEW SuPERVISORS Successfully adjust to the changing expectations of your boss, peers, and subordinates.

Date: Time:

wednesday, November 9, 2016

10:00am-4:00pm Instructor: mark Rodriguez Auto client care, Inc. Fee:

Date: Time:

wednesday, November 16, 2016

10:00am-1:00pm Instructor: Bill mcAndrews

$125 (GNYADA member) $250 (non-member)

william D. mcAndrews & Associates

Fee:

$85 (GNYADA member) $150 (non-member)

These strategies and methods will optimize the effectiveness of your BDc Department.

learn practical strategies guaranteed to make your transition to supervisor a smooth one.

Attendees will learn how to:

Attendees will learn how to:

n establish practical strategies to get outstanding results n Set goals, reward good work and address poor performers

Develop credibility with your team

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n Plan, monitor and communicate for success n motivate a team, successfully delegate work and deal with difficult employee situations n Increase team productivity and satisfaction with leadership techniques n Use different supervisory styles, based on individual situations

motivate, delegate and deal with difficult employees

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n Train new employees to be ready for live calls

Best measure employee effectiveness

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D E C E M B E R

GNYADA’S BILLERS’ WORKSHOP The essential steps to becoming an efficient and effective biller.

Dealer Services GNYADA Tax Forum Thursday, November 17, 2016

Date: Time:

Tuesday, December 6, 2016

10:00am-4:00pm Instructor: Jean marie Rugg

General manager DmV-DIRecT

Fee:

$125 (GNYADA member) $250 (non-member)

learn the requirements for the DmV desk in the deal- ership, how to set up the desk to run smoothly, and requirements to accurately submit items to the DmV.

Workshop highlights include:

n Understanding the process of registering vehicles in the dealership n overview of the various DmV forms, including reports of sale, titles and odometer disclosure n The fees associated with new vehicle registration transactions n learning the specific terms used in registration processing

Understanding the DmV timelines

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CONquERING CuSTOMER OBjECTIONS Handle obstacles preventing you from closing sales.

Date: Time:

wednesday, December 14, 2016

10:00am-4:00pm Instructor: Frank Phillips, FcP-Sales masters Fee: $125 (GNYADA member) $250 (non-member)

learn how to navigate the toughest customer scenar- ios and move quickly to the close.

Attendees will learn how to:

n Handle objections throughout the selling process n Understand the different types of objections n Ask questions that will uncover and define the core objections n Gain agreement from the customer when addressing their objections n Acknowledge and redirect objections

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D E C E M B E R

EFFECTIVE OuTBOuND COMMuNICATION SKILLS etiquette skills salespeople can utilize to communicate with customers.

SuCCESSFuL TEAM MANAGEMENT winning teams are made - they don't just happen.

Date: Time:

wednesday, December 21, 2016

10:00am-1:00pm Instructor: Bill mcAndrews

Date: Time:

wednesday, December 7, 2016

10:00am-4:00pm Instructor: mark Rodriguez Auto client care, Inc. Fee:

william D. mcAndrews & Associates

Fee:

$85 (GNYADA member) $150 (non-member)

$125 (GNYADA member) $250 (non-member)

learn effective leadership skills to inspire and influ- ence your staff to achieve team goals.

learn how to use engaging telephone techniques, handle rejection, and apply a call purpose outline that motivates the receiver to engage in a conversation.

Attendees will learn:

n How to deal with low performing teams and individuals n Key tips to turning around and building successful teams n Ideas about how to develop, coach, and motivate your team n methods for setting goals, objectives and tracking performance

Attendees will learn how to:

n contact unsold/dormant customers and invite them back

overcome objections

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Ask for online testimonials confirm appointments contact missed appointments

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n

How to develop winning team players

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n

MANAGING DIFFICuLT PEOPLE Never fall victim to those folks who have the potential to make life miserable.

Date: Time:

Thursday, December 8, 2016

10:00am-1:00pm Instructor: Bill mcAndrews

william D. mcAndrews & Associates

Fee:

$85 (GNYADA member) $150 (non-member)

learn strategies for getting adversaries to cooperate, bullies to back off, wallflowers to open up, and chronic complainers to think before they speak.

Attendees will learn:

n How to work with/work around negative people n General sympathizing/empathizing techniques n How to communicate with any difficult person n when to go to a third party for help in dealing with a “problem person” n How to deal with employees who don’t keep commitments, have negative attitudes, may offend others, or are closed-minded

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j A N u A R Y

GNYADA SALES ACADEMY covering every phase of the selling process, from prospecting to delivery.

BDC & SALES BOOT CAMP what to say and how to say it to get more customers into your dealership.

Date:

wednesday, January 18 & Thursday, January 19, 2017 10:00am-4:00pm BoTH DAYS

Date: Time:

wednesday, January 25, 2017

10:00am-4:00pm Instructor: mark Rodriguez Auto client care, Inc. Fee:

Time:

Instructor: Ken carlson

Director of Training for manage-Rite, Inc.

$125 (GNYADA member) $250 (non-member)

Fee:

$149 (GNYADA member) $300 (non-member)

learn the phone strategies that get better results.

The highly interactive two-day Sales Academy equips participants with the tools and techniques to improve sales performance and achieve success.

Attendees will learn how to:

Navigate around sales call objections

n

n convert internet leads into appointments leave effective voicemail messages connect with millennial shoppers Deal with customers determined to get over-the-phone pricing n n n

Salespeople will learn:

n Skills in appointment setting and prospecting n How to engage customers and qualify their needs n what to do during walk-arounds and test rides n Techniques for working around negative feedback n How to negotiate agreements and close the deals

THE DIFFERENT BuYER PERSONAS AND HOW TO SELL TO THEM Sales training has taught you many skills; however, it didn’t prepare you for the different personalities you will encounter.

Dealer Services OSHA Compliance Seminar wednesday, January 17, 2017

Date: Time:

Thursday, January 26, 2017

10:00am-1:00pm

Instructor: Kiki orski

President of Performance Peak

Fee:

$85 (GNYADA member) $150 (non-member)

learn to understand the different personas of cus- tomers so you can adjust your approach, make quicker connections, and effectively sell to all types.

During this session, participants will learn to:

n Determine their selling communication style and how it can impact sales n Quickly identify the “buying style” of their customer n Flex their own style to dramatically increase the connections made with potential buyers n Adjust their selling techniques to compliment the buying style of their prospective client

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F E B R u A R Y

EFFECTIVE BDC MANAGEMENT STRATEGIES coach your BDc to deliver higher performance and better results.

ADVANCED MANAGEMENT SKILLS & TECHNIquES Develop proactive approaches to meet the complex challenges of leading a team.

Date: Time:

wednesday, February 8, 2017

10:00am-4:00pm Instructor: mark Rodriguez Auto client care, Inc. Fee:

Date: Time:

Thursday, February 9, 2017

10:00am-1:00pm Instructor: Bill mcAndrews

$125 (GNYADA member) $250 (non-member)

william D. mcAndrews & Associates

Fee:

$85 (GNYADA member) $150 (non-member)

These strategies and methods will optimize the effectiveness of your BDc Department.

learn actions that affect your management efficiency, the team’s performance, and ultimately the dealer- ship’s profitability.

Attendees will learn how to:

establish practical strategies to get outstanding results

n

Attendees will learn how to:

n Set goals, reward good work and address poor performers motivate, delegate and deal with difficult employees n Train new employees to be ready for live calls n

“lead” versus “manage”

n

Negotiate for “win-win” outcomes

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n communicate with diverse teammembers Understand and interpret emotions and body language n

Best measure employee effectiveness

Solve problems creatively make sound decisions effectively manage time

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PROPER BILLING FOR OuT-OF-STATE TRANSACTIONS How to efficiently and effectively process out-of-state deals.

INFORMATION SECuRITY GuIDELINES FOR AuTOMOTIVE DEALERSHIPS establishing and maintaining information security is a journey, not a destination.

Date: Time:

wednesday, February 8, 2017

10:00am-4:00pm Instructor: Jean marie Rugg

Date: Time:

wednesday, February 16, 2017

10:00am-1:00pm Instructor: Judy Vann Karstadt, JV Solutions llc Fee: $85 (GNYADA member) $150 (non-member)

General manager DmV Direct

Fee:

$85 (GNYADA member) $150 (non-member)

learn how to handle the added hurdles of an out-of- state vehicle deal, quickly and properly — from stocking to completing title and registration.

learn the best practices to help you build your dealer- ship’s own information security plan.

Attendees will learn:

Attendees will learn how to:

what the common risk areas are Key data security plan considerations

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n Properly complete required forms for NJ, cT, PA, and Fl n configure sales tax for each of the different states

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n How to identify and quantify data risk areas n How to best adhere to finance regulations n what you can and can’t do with customer data n A formal program to ensure the security of customer information

Avoid application rejection

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n Handle the different types of transactions (lease vs retail sales)

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F E B R u A R Y

F & I SALES SKILLS maximize every profit opportunity in the F&I office.

MAxIMIzE PROFITS IN PREOWNED VEHICLES Ramp up your dealership’s used car sales velocity – and profits

Date: Time:

Tuesday, February 21, 2017

10:00am-4:00pm

Date: Time:

wednesday, February 22, 2017

Instructor: Ken carlson

10:00am-4:00pm

Director of Training for manage-Rite, Inc.

Instructor: Frank Phillips

Fee:

$125 (GNYADA member) $250 (non-member)

FcP-Sales masters

Fee:

$125 (GNYADA member) $250 (non-member)

learn to dramatically increase your F&I sales, profits, and customer satisfaction.

learn to put your used vehicle department on the road to greater profitability.

Attendees will learn:

Attendees will learn how to:

How to maximize your F&I revenues

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n Solutions for overcoming objections and closing sales n How the F&I process can add value to customers’ purchasing experience n How to take the pressure out of the F&I selling process

n Approach used vehicle inventory management

Buy vehicles at the right price

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n Price preowned vehicles correctly for sale

Sell used vehicles

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carry out proper wholesale disposal

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GNYADA’S CENTER FOR AUTOMOTIVE EDUCATION & TRAINING wHITeSToNe New YoRK 11

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M A R C H

MASTER THE WALK-AROuND AND TEST RIDE Steps to properly and professionally present a vehicle to your client.

BECOME AN AWESOME RECEPTIONIST Best practices for today’s hardworking receptionists.

Date: Time:

wednesday, march 8, 2017

Date: Time:

Thursday, march 2, 2017

10:00am-1:00pm Instructor: mark Rodriguez

10:00am-1:00pm

Instructor: Ken carlson

Auto client care, Inc. $85 (GNYADA member) $150 (non-member)

Director of Training for manage-Rite, Inc.

Fee:

Fee:

$85 (GNYADA member) $150 (non-member)

learn to direct calls with poise and professionalism, handle difficult situations and people with tact and diplomacy, become organized, and more.

learn methods that build product value during this part of the sales process, through demo ride conver- sations, speaking to the buyer’s motives, and more.

The key areas of focus will be:

Attendees will learn how to:

n Greetings that communicate warmth and professionalism n maintaining a high level of customer support, both on the phone and in person n Dealing with difficult personalities and hard-to- understand calls n Rapport builders that make every visitor feel important and welcome

n Plan for the most common customer objections to driving the vehicle n Target the features that are most valuable to a given customer

create a natural flow of communicating personalized features and benefits

n

maintain control of the sale

n

ADVANCED NEGOTIATION SKILLS Become a top-notch negotiator that always brokers the best deals for you and your customers.

Dealer Services Spring ERP Seminar wednesday, march 15, 2017

Date: Time:

Thursday, march 2, 2017

1:30pm-4:30pm

Instructor: Ken carlson

Director of Training for manage-Rite, Inc.

Fee:

$85 (GNYADA member) $150 (non-member)

learn how to steer all customer negotiations toward a win-win outcome. learn negotiating strategies and techniques that will keep you in the driver’s seat of any automotive sales situation.

Attendees will learn:

n Social skills that build trust when negotiating n To demonstrate how the “Deal math” works, to ease customer apprehensions n To remove barriers for effective communications n To plan for objections and proper counter strategies

To establish an honorable reputation

n

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M A R C H

EFFECTIVE OuTBOuND COMMuNICATION SKILLS etiquette skills salespeople can utilize to communicate with customers.

IMPROVING YOuR MANAGERIAL EFFECTIVENESS move from being a boss to a coach who gets results.

Date: Time:

Tuesday, march 28, 2017

Date: Time:

wednesday, march 22, 2017

10:00am-1:00pm Instructor: Bill mcAndrews

10:00am-4:00pm Instructor: mark Rodriguez Auto client care, Inc. Fee:

william D. mcAndrews & Associates

Fee:

$85 (GNYADA member) $150 (non-member)

$125 (GNYADA member) $250 (non-member)

learn to adapt to change, navigate conflicts, and moti- vate your people.

learn how to use engaging telephone techniques, handle rejection, and apply a call purpose outline that motivates the receiver to engage in a conversation.

Participants will learn how to:

n effectively hold employees accountable for their actions n meet the diverse needs of all teammembers with proven communication techniques n Anticipate and resolve conflict situations n Use delegation to increase productivity and individual growth n motivate people

Attendees will learn how to:

n contact unsold/dormant customers and invite them back

overcome objections

n

Ask for online testimonials confirm appointments contact missed appointments

n

n

n

GNYADA’S CENTER FOR AUTOMOTIVE EDUCATION & TRAINING wHITeSToNe New YoRK 13

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A P R I L

GNYADA’S BILLERS’ WORKSHOP The essential steps to becoming an efficient and effective biller.

BDC & SALES BOOT CAMP what to say and how to say it to get more customers into your dealership.

Date: Time:

wednesday, April 5, 2017

Date: Time:

wednesday, April 12, 2017

10:00am-4:00pm Instructor: Jean marie Rugg

10:00am-4:00pm Instructor: mark Rodriguez Auto client care, Inc. Fee:

General manager DmV Direct $125 (GNYADA member) $250 (non-member)

Fee:

$125 (GNYADA member) $250 (non-member)

learn the requirements for the DmV desk in the deal- ership, how to set up the desk to run smoothly, and requirements to accurately submit items to the DmV.

learn the phone strategies that get better results.

Attendees will learn how to:

Navigate around sales call objections

n

Workshop highlights include:

n convert internet leads into appointments leave effective voicemail messages connect with millennial shoppers Deal with customers determined to get over-the-phone pricing n n n

n Understanding the process of registering vehicles in the dealership n overview of the various DmV forms, including reports of sale, titles and odometer disclosure n The fees associated with new vehicle registration transactions n Specific terms used in registration processing

Understanding the DmV timelines

n

SERVICE ADVISOR TRAINING: DRIVING CONSISTENT SuCCESS everything you need to know about being an outstanding Service Advisor.

HIGH-GROSS SALES TRAINING Gross profit: it’s yours to keep or give away.

Date: Time:

wednesday, April 26, 2017

Date: Time:

Thursday, April 6, 2017

10:00am–4:00pm

10:00am-4:00pm Instructor: Frank Phillips, FcP-Sales masters Fee: $125 (GNYADA member) $250 (non-member)

Instructor: Ken carlson

Director of Training for manage-Rite, Inc.

Fee:

$125 (GNYADA member) $250 (non-member)

learn how to increase sales and raise customer satisfaction in the service drive.

This powerful one-day advanced sales training will expose seasoned veterans (and rookies) to proven techniques that sell more cars and create higher gross profit.

Participants will learn:

n Selling techniques for communicating necessary service(s) to customers n methods to build a rapport and learn about the customer n How to sell service based on benefits to the customer

Attendees will learn techniques for:

n Improving the quality of sales conversations

Selling value as opposed to price

n

Selling from inventory

n

Selling value through a proper product presentation and demonstration ride

n

Techniques for handling objections

n

n How to ensure trust and credibility in customer relationships

n obtaining commitment and negotiating for profit

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GNYADA’S CENTER FOR AUTOMOTIVE EDUCATION & TRAINING wHITeSToNe New YoRK

718.640.2000 • GNYADA.com/eDUcATIoN

M A Y

DRIVE SALES WITH VIDEO: HOW TO START YOuR VIDEO PROGRAM (HANDS ON TRAINING) Dominate search engine results, engage your customers and enhance your digital presence.

GNYADA SALES ACADEMY covering every phase of the selling process, from prospecting to delivery.

Date:

wednesday, may 17 & Thursday, may 18, 2017

Time:

10:00am-4:00pm BoTH DAYS

Date: Time:

Tuesday, may 9, 2017

10:00am-4:00pm Instructor: criss castle, car News Network Fee: $125 (GNYADA member) $250 (non-member)

Instructor: Ken carlson

Director of Training for manage-Rite, Inc.

Fee:

$149 (GNYADA member) $300 (non-member)

The highly interactive two-day Sales Academy equips participants with the tools and techniques to improve sales performance and achieve success.

Drive traffic to your website with video — create captivating publicity that doesn’t expire! Get hands-on training on creating videos that bring people to your dealership.

Salespeople will learn:

Participants will learn how to:

n Skills in prospecting and appointment setting n How to engage customers and qualify their needs n what to do during walk-arounds and test rides n Techniques for working around negative feedback

n Develop content specific to the auto industry n create follow-up videos for BDc, sales and service n Start and maintain a dealership YouTub e channel n Post and distribute video content across social media platforms

How to negotiate and close deals

n

n Imbed videos in cRm and on your website

SERVICE ADVISOR SKILLS: HOW TO SELL SERVICE & REPAIR The ultimate game plan on increasing hours per R.o., and gross retention.

Date: Time:

Thursday, may 25, 2017

10:00am-4:00pm

Instructor: Ken carlson

Director of Training for manage-Rite, Inc.

Fee:

$125 (GNYADA member) $250 (non-member)

communicate the importance of vehicle maintenance to customers, while increasing service-driven profits.

Service Advisors will learn:

n Selling techniques to get customers to agree on needed service(s)

Interviewing methods to build rapport

n

n How to position service needs based on customer benefit

Techniques for handling objections How to ensure trust and credibility

n

n

GNYADA’S CENTER FOR AUTOMOTIVE EDUCATION & TRAINING wHITeSToNe New YoRK 15

718.640.2000 • GNYADA.com/eDUcATIoN

j u N E

EFFECTIVE BDC MANAGEMENT STRATEGIES coach your BDc to deliver higher performance and better results.

INTEGRITY & PROFITABILITY IN F&I maintain legal compliance and ethics while generating revenue.

Date: Time:

wednesday, June 7, 2017

Date: Time:

Thursday, June 22, 2017

10:00am-4:00pm Instructor: mark Rodriguez Auto client care, Inc. Fee:

10:00am-4:00pm Instructor: Judy Vann Karstadt, JV Solutions llc Fee: $125 (GNYADA member) $250 (non-member) F&I profitability is a product of complete integrity. learn to handle every transaction honestly and in total compliance with the law. n The complete array of consumer privacy and information security rules n The maze that surrounds disclosure regulations n Proper techniques for presenting products and services to customers n Best practices that contribute to a successful F&I operation SERVICE ADVISOR TRAINING: DRIVING CONSISTENT SuCCESS everything you need to know about being an outstanding Service Advisor. n How to handle credit analyses Attendees will learn:

$125 (GNYADA member) $250 (non-member)

These strategies and methods will optimize the effectiveness of your BDc Department.

Attendees will learn how to:

n establish practical strategies to get outstanding results n Set goals, reward good work and address poor performers

motivate, delegate and deal with difficult employees

n

n Train new employees to be ready for live calls

Best measure employee effectiveness

n

SuCCESSFuL TEAM MANAGEMENT winning teams are made – they don't just happen.

Date: Time:

wednesday, June 21, 2017

10:00am-1:00pm Instructor: Bill mcAndrews

Date: Time:

Tuesday, June 27, 2017

10:00am-4:00pm

william D. mcAndrews & Associates

Instructor: Frank Phillips

Fee:

$85 (GNYADA member) $150 (non-member)

FcP-Sales masters

Fee:

$125 (GNYADA member) $250 (non-member)

learn effective leadership skills to inspire and influ- ence your staff to achieve team goals.

learn how to increase sales and raise customer satisfaction in the service drive.

Attendees will learn:

Participants will learn:

n How to deal with low performing teams and individuals n Key tips to turning around and building successful teams n Ideas about how to develop, coach, and motivate your team n methods for setting goals, objectives and tracking performance

n Selling techniques for communicating necessary service(s) to customers

methods to build a rapport

n

n To sell service needs based on benefits to the customer

Techniques for handling objections How to ensure trust and credibility in customer relationships

n

n

How to develop winning team players

n

16

GNYADA’S CENTER FOR AUTOMOTIVE EDUCATION & TRAINING wHITeSToNe New YoRK

718.640.2000 • GNYADA.com/eDUcATIoN

j u L Y

PROPER BILLING FOR OuT-OF-STATE TRANSACTIONS How to efficiently and effectively process out-of-state deals.

HIGH-GROSS SALES TRAINING Gross profit: it’s yours to keep or give away.

Date: Time:

wednesday, April 26, 2017

10:00am–4:00pm

Date: Time:

Tuesday, July 11, 2017

Instructor: Ken carlson

10:00am-1:00pm Instructor: Jean marie Rugg

Director of Training for manage-Rite, Inc.

Fee:

$125 (GNYADA member) $250 (non-member)

General manager DmV Direct

Fee:

$85 (GNYADA member) $150 (non-member)

This powerful one-day advanced sales training will expose seasoned veterans (and rookies) to proven techniques that sell more cars and create higher gross profit.

learn how to handle the added hurdles of an out-of- state vehicle deal, quickly and properly — from stocking to completing title and registration.

Attendees will learn techniques for:

Attendees will learn how to:

n Improving the quality of sales conversations

n Properly complete required forms for NJ, cT, PA, and Fl n configure sales tax for each of the different states

Selling value as opposed to price

n

Selling from inventory

n

Selling value through a proper product presentation and demonstration ride

n

Avoid application rejection

n

n Handle the different types of transactions (lease vs. retail sales)

n obtaining commitment and negotiating for profit

BDC & SALES BOOT CAMP what to say and how to say it to get more customers into your dealership.

MANAGING DIFFICuLT PEOPLE Never fall victim to those folks who have the potential to make life miserable.

Date: Time:

wednesday, July 12, 2017

Date: Time:

wednesday, July 26, 2017

10:00am-4:00pm Instructor: mark Rodriguez Auto client care, Inc. Fee:

10:00am-1:00pm Instructor: Bill mcAndrews

william D. mcAndrews & Associates

$125 (GNYADA member) $250 (non-member)

Fee:

$85 (GNYADA member) $150 (non-member)

learn the phone strategies that get better results.

learn strategies for getting adversaries to cooperate, bullies to back off, wallflowers to open up, and chronic complainers to think before they speak.

Attendees will learn how to:

Navigate around sales call objections

n

Attendees will learn:

n convert internet leads into appointments leave effective voicemail messages connect with millennial shoppers Deal with customers determined to get over-the-phone pricing n n n

n How to work with/work around negative people n General sympathizing/empathizing techniques n How to communicate with any difficult person n when to go to a third party for help in dealing with a “problem person” n How to deal with employees who don’t keep commitments, have negative attitudes, may offend others, or are closed-minded

GNYADA’S CENTER FOR AUTOMOTIVE EDUCATION & TRAINING wHITeSToNe New YoRK 17

718.640.2000 • GNYADA.com/eDUcATIoN

A u G u S T

GNYADA’S BILLERS’ WORKSHOP The essential steps to becoming an effective biller.

MASTER THE WALK-AROuND AND TEST RIDE Steps to properly and professionally present a vehicle to your client.

Date: Time:

Tuesday, August 8, 2017

Date: Time:

Thursday, August 24, 2017

10:00am-4:00pm Instructor: Jean marie Rugg

10:00am-1:00pm

Instructor: Ken carlson

General manager DmV-DIRecT

Director of Training for manage-Rite, Inc.

Fee:

$125 (GNYADA member) $250 (non-member)

Fee:

$85 (GNYADA member) $150 (non-member)

learn the requirements for the DmV desk in the deal- ership, how to set up the desk to run smoothly, and requirements to accurately submit items to the DmV.

learn methods that build product value during this part of the sales process, through demo ride conver- sations, speaking to the buyer’s motives, and more.

Workshop highlights include:

Attendees will learn how to:

n Understanding the process of registering vehicles in the dealership n overview of the various DmV forms, including reports of sale, titles and odometer disclosure n The fees associated with new vehicle registration transactions n The specific terms used in registration processing INFORMATION SECuRITY GuIDELINES FOR AuTOMOTIVE DEALERSHIPS establishing and maintaining information security is a journey, not a destination. n Understanding the DmV timelines

n Plan for the most common customer objections to driving the vehicle n Target the features that are most valuable to a given customer

create a natural flow of communicating personalized features and benefits

n

maintain control of the sale

n

ADVANCED NEGOTIATION SKILLS Become a top-notch negotiator that always brokers the best deals for you and your customers.

Date: Time:

Thursday, August 24, 2017

1:30pm-4:30pm

Date: Time:

wednesday, August 9, 2017

Instructor: Ken carlson

10:00am-1:00pm Instructor: Judy Vann Karstadt, JV Solutions llc Fee: $85 (GNYADA member) $150 (non-member)

Director of Training for manage-Rite, Inc.

Fee:

$85 (GNYADA member) $150 (non-member)

learn how to steer all customer negotiations toward a win-win outcome. learn negotiating strategies and techniques that will keep you in the driver’s seat of any automotive sales situation.

learn the best practices to help you build your dealer- ship’s own information security plan.

Attendees will learn:

Attendees will learn:

what the common risk areas are Key data security plan considerations

n

n Social skills that build trust when negotiating n To demonstrate how the “Deal math” works, to ease customer apprehensions n To remove barriers for effective communication n To plan for objections and prepare counter strategies

n

n How to identify and quantify data risk areas n How to best adhere to finance regulations n what you can and can’t do with customer information n A formal program to ensure the security of customer information

To establish an honorable reputation

n

18

GNYADA’S CENTER FOR AUTOMOTIVE EDUCATION & TRAINING wHITeSToNe New YoRK

718.640.2000 • GNYADA.com/eDUcATIoN

INSTRUcToRS

Ken Carlson Ken carlson is Director of Training for Manage-Rite, Inc ., Automotive Training Division and is AFIP certified (Senior). over the last 30 years, Ken has conducted seminars for Sales, F&I, Sales management, After Sale, and Service manager/Advisor personnel for dealer associations throughout the United States. Criss Castle criss castle is an automotive marketing leader and one of the nation’s most sought after consultants. with a proven record of increasing sales with innovative techniques, criss has held many positions in top auto groups. Her company, Car News Network, specializes in digital marketing and sales training. Larry Levine larry levine works as a Technical Analyst with the NYS DMV Office of Technical Services and Clean Air. His current position involves assisting in the analysis and evaluation of emissions inspection programs and as a troubleshooter for the NYVIP II inspection program. Bill McAndrews Bill mcAndrews is a business advisor providing guidance in strategy development and implementation, marketing services, organizational tactics and management solutions. Bill also provides leadership coaching and mentoring, as well as assisting organizations with day-to-day management issues. Kiki Orski Kiki orski, President of Peak Performance , specializes in helping people make “connections” in order to increase sales, productivity and customer satisfaction. For 17 years she has focused on coaching and training all levels of personnel to achieve higher levels of success. She is a certified DiSc© facilitator. Frank Phillips Frank Phillips’ industry career has extended more than 40 years. He has been a sales trainer for world- wide Vw, Porsche and Audi eastern. Frank started FcP-Salesmasters conducting seminars and classes throughout the U.S. and canada for dealerships, dealer associations and manufacturers. Mark Rodriguez mark Rodriguez is founder and president of Auto client care, Inc., a leading automotive sales and sales management training organization. with over 20 years of retail and training experience, mark specializes in training and coaching dealership personnel to deliver world class customer service. jean Marie Rugg Jean marie Rugg is General manager of DmV-DIRecT, a division of GNYADA. Jean offers substantial knowledge in the titling and registration of vehicles. Her hands-on experience as an automotive biller en- ables her to explain laws and procedures in terms that dealership employees instantly understand. judy Vann Karstadt Judy Vann Karstadt has nearly three decades’ experience in the retail auto industry, and specializes in training for sales, marketing, F&I, and management. Judy is an AFIP Accredited Facilitator for the AFIP certification Program and has taken hundreds of F&I managers through the program.

GNYADA’S CENTER FOR AUTOMOTIVE EDUCATION & TRAINING wHITeSToNe New YoRK 19

718.640.2000 • GNYADA.com/eDUcATIoN

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