2019-20 Workshops & Seminars for Automobile Dealerships

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w w w . g n y a d a . c o m/e d u c a t i o n

WORKSHOPS & SEMINARS FOR AUTOMOBILE DEALERSHIPS

2019 - december

2020

september

EDUCATION COMMITTEE

EDUCATION TEAM Edward P. Gazzillo Executive Vice President GNYADA Brittany Handler Director Education & Training Carole Rogner Professional Development Coordinator Education & Training

Oliver Brodlieb, Chair

John Donaldson Melissa Evans

Eleanor Gulla

David Karp

Oliver Brodlieb Education Committee Chair

Edward P. Gazzillo Executive Vice President GNYADA

Mark Schienberg President, GNYADA

Robert Knapp John LaSorsa Randi Siegel

GNYADA EDUCATION & TRAINING

Dealers’ needs evolve, new challenges arise, and priorities shift. To adapt in a changing environment, your dealer- ship’s staff must continuously enhance its knowledge and skills. The Greater New York Automobile Dealers Associa- tion (GNYADA) has developed a curriculum that has enhanced the effectiveness of dealership personnel across metro New York for more than 30 years. GNYADA’s Education & Training programs will help your dealership better respond to changing priorities, meet goals, and make an impact on your organization. By successfully completing GNYADA programs, participants receive a wealth of practical knowledge, immediately applicable to the franchised new car dealership world. Each course and seminar is taught in real time by an industry-expert-turned instructor. Popular program trainings are geared towards:

BDC

DMV Processing

Receptionist Skills

Communications Customer Service Data Protection Digital Marketing

Finance and Insurance

Sales

Labor Law

Service

Management

Tax Compliance

OSHA Compliance

Identify the educational programs that meet your dealership’s needs from the 50-plus options in this catalog, and contact GNYADA to reserve your seat.

Call 718.640.2012, email Education@gnyada.com , or register online at www.gnyada.com/education .

TABLE OF CONTENTS

2 4 5 6 6 8

Education & Training Seminars At-a-Glance . . . . . . . . . . . . . . . . . . .

GNYADA “Dealer Essentials” Seminars . . . . . . . . . . . . . . . . . . .

GNYADA Webinars . . . . . . . . . . . . . . . . . . .

GNYADA Courses . . . . . . . . . . . . . . . . . . .

September 2019 . . . . . . . . . . . . . . . . . . .

October 2019 . . . . . . . . . . . . . . . . . . .

10 12 14 16 18 20 22 24 26 28 30 32 34 36 38 39

November 2019 . . . . . . . . . . . . . . . . . . .

December 2019 . . . . . . . . . . . . . . . . . . .

January 2020 . . . . . . . . . . . . . . . . . . .

February 2020 . . . . . . . . . . . . . . . . . . .

March 2020 . . . . . . . . . . . . . . . . . . .

April 2020 . . . . . . . . . . . . . . . . . . .

May 2020 . . . . . . . . . . . . . . . . . . .

June 2020 . . . . . . . . . . . . . . . . . . .

July 2020 . . . . . . . . . . . . . . . . . . .

August 2020 . . . . . . . . . . . . . . . . . . .

September 2020 . . . . . . . . . . . . . . . . . . .

October 2020 . . . . . . . . . . . . . . . . . . .

November 2020 . . . . . . . . . . . . . . . . . . .

December 2020 . . . . . . . . . . . . . . . . . . .

Costs and Policies . . . . . . . . . . . . . . . . . . .

Meet the Instructors . . . . . . . . . . . . . . . . . . .

EDUCATION & TRAINING PROGRAMS

BDC/PHONE SUPPORT

GNYADA DEALER WEBINARS ONBOARDING FOR SUCCESS – ESSENTIAL PROGRAMS, CHECKLIST & TOOLS TO BOOST NEW HIRE’S PRODUCTIVITY Thursday, October 24, 2019 BOOST EMPLOYEE RETENTION & AVOID LOSING SEASONED TALENT Tuesday, January 14, 2020 INVESTIGATIONS WITHOUT HESITATION Tuesday, April 28, 2020 DEALERSHIP RISK MANAGEMENT BEST PRACTICES Tuesday, July 21, 2020 DMV BILLING BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS Thursday, December 5, 2019 Tuesday, April 7, 2020 Thursday, August 6, 2020 wednesday, December 9, 2020 DMV BILLERS’ WORKSHOP: PROCESSING OUT-OF-STATE TRANSACTIONS wednesday, February 5, 2020 Thursday, July 9, 2020 F&I PROFITABILITY & COMPLIANCE IN F&I Thursday, November 14, 2019 Thursday, June 18, 2020 wednesday, November 18, 2020 KEEP YOUR DEALERSHIP COMPLIANT WITHOUT SCARING OFF EMPLOYEES wednesday, March 25, 2020

BDC & SALES BOOT CAMP wednesday, September 18, 2019 wednesday, January 15, 2020 wednesday, April 8, 2020 Tuesday, July 7, 2020 wednesday, September 16, 2020

FIRST CLASS PHONE MANNERS FOR RECEPTIONISTS

wednesday, October 16, 2019 wednesday, March 4, 2020 Thursday, October 15, 2020

MANAGE & COACH BDC AGENTS FOR SUCCESS

wednesday, November 6, 2019 wednesday, February 12, 2020 wednesday, June 3, 2020 Tuesday, November 3, 2020

SUCCESSFUL COMMUNICATIONS wednesday, December 4, 2019 wednesday, March 18, 2020 Tuesday, December 8, 2020 DEALER ESSENTIALS ANNUAL LABOR LAW SEMINAR Thursday, October 17, 2019 OR Tuesday, October 22, 2019

GNYADA TAX SEMINAR wednesday, November 13, 2019

OSHA COMPLIANCE SEMINAR wednesday, March 11, 2020

SPRING LABOR LAW PANEL DISCUSSION wednesday, May 20, 2020

To reserve your seat today, please contact: Carole Rogner, Professional Development Coordinator Carole@gnyada.com I 718.640.2012 or register online: www.gnyada.com/education

ACHIEVING F&I EXCELLENCE wednesday, February 19, 2020 wednesday, July 8, 2020

INFORMATION SECURITY GUIDELINES FOR AUTOMOTIVE DEALERSHIPS

Thursday, March 12, 2020 wednesday, August 5, 2020

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

AT-A-GLANCE

MANAGEMENT TIME MANAGEMENT FOR AUTOMOTIVE PROFESSIONALS IN ALL DEPARTMENTS Tuesday, September 17, 2019 IMPROVE YOUR HIRING PROCESS Tuesday, October 8, 2019 Tuesday, May 12, 2020 Tuesday, October 6, 2020

SALES THE WALK-A-ROUND: AN IMPORTANT CLOSING TOOL!

Thursday, September 19, 2019 Thursday, September 17, 2020

GNYADA SALES ACADEMY Tuesday, Sept 24 &wednesday, Sept 25, 2019 wednesday, Jan 22 & Thursday, Jan 23, 2020 wednesday, May 20 & Thursday, May 21, 2020 Tuesday, Sept 22 &wednesday, Sept 23, 2020 SALES MANAGER BOOT CAMP Tuesday, October 22, 2019 Tuesday, March 10, 2020 wednesday, October 14, 2020 MAXIMIZE PROFITS IN PREOWNED VEHICLES Tuesday, October 29, 2019 wednesday, October 21, 2020 DEAL-KILLING SALES OBJECTIONS AND HOW TO OVERCOME THEM ADVANCED NEGOTIATION SKILLS Thursday, February 20, 2020 Tuesday, June 23, 2020 THE DIFFERENT BUYER PERSONAS AND HOW TO SELL TO THEM Thursday, February 13, 2020 wednesday, September 9, 2020 MEET & GREET & QUALIFYING FOR PROPER SELECTION wednesday, March 11, 2020 Tuesday, August 11, 2020 MASTER THE WALK-A-ROUND & TEST RIDE wednesday, March 11, 2020 Tuesday, August 11, 2020 WINNING AT AUTOMOTIVE SALES Tuesday, April 21, 2020 Thursday, July 9, 2020 MAXIMIZING YOUR OWNER RETENTION IN SALES AND SERVICE wednesday, May 6, 2020 Thursday, December 12, 2019 Thursday, December 17, 2020

THE MANAGEMENT TRANSITION – KEY SKILLS FOR NEW SUPERVISORS

Thursday, November 7, 2019 Tuesday, November 10, 2020

MANAGING DIFFICULT PEOPLE wednesday, December 11, 2019 Thursday, July 23, 2020 Tuesday, December 15, 2020 SUCCESSFUL TEAM MANAGEMENT Tuesday, January 21, 2020 Thursday, June 4, 2020 ADVANCED MANAGEMENT SKILLS AND TECHNIQUES Thursday, February 6, 2020 TRANSFORM MANAGEMENT SKILLS INTO LEADERSHIP SKILLS Thursday, March 19, 2020 SERVICE DRIVING CONSISTENT SUCCESS

IN THE SERVICE DRIVE Thursday, September 12, 2019 Thursday, January 16, 2020 Tuesday, June 16, 2020 Thursday, September 10, 2020

SERVICE ADVISOR’S GUIDE TO SELLING SERVICE AND REPAIR wednesday, October 23, 2019 Tuesday, May 19, 2020 Tuesday, October 20, 2020

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

DEALER ESSENTIALS

Developed by leading industry experts and legal counsel, the GNYADA Dealer Essentials Seminars cover a wide range of dealership topics in a straightforward, relatable, and easy-to-understand format.

Each GNYADA Dealer Essentials Seminar features skilled speakers with hands-on experience working with dealer- ships, allowing participants to not only learn from the course materials, but also from some real-world applications! Mark your calendars for the 2019-2020 GNYADA Dealer Essentials Seminars!

ANNUAL LABOR LAW SEMINAR October 17, 2019 or October 22, 2019 Dealers are not only expected to be experts in selling and servicing cars, but also in evolving employment laws and regulations. This seminar will update deal- ers on the most significant challenges and provide practical solutions to everyday problems.

OSHA COMPLIANCE SEMINAR March 11, 2020

This information-packed seminar will provide dealers with a comprehensive update on the latest OSHA re- quirements and discuss strategies to successfully meet these stringent standards in the ever-changing workplace environment.

GNYADA TAX SEMINAR November 13, 2019

SPRING LABOR LAW PANEL DISCUSSION May 20, 2020 Staying informed about changing labor laws is a chal- lenging task for all employers. This panel discussion will address dealer questions and help dealers under- stand and respond to the complexities of current labor laws.

This seminar features speakers with the knowledge, expertise, and communication skills to explain tax de- velopments and share practical solutions and plan- ning opportunities relating to day-to-day state and local tax issues dealers face.

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

GNYADA DEALER WEBINARS GNYADA Dealer webinars are presented through ClickMeeting. ClickMeeting is an engaging and interactive browser- based program that works on all operating systems and devices. It allows attendees to actively participate via polling and question/answer sessions. No IT skills, installation, or setup is necessary. GNYADA Dealer webinars offer engaging sessions on a number of relevant topics for franchised new car dealers in metro New York. These 60-minute live and on-demand webinars feature one or more industry professionals highly experienced in the subject matter.

Onboarding for Success – Essential Programs, Checklist & Tools to Boost New Hire’s Productivity Thursday, October 24, 2019 • 11:00am Employers today are tasked with the challenge of making sure that new hires feel welcomed, valued, and pre- pared for what lies ahead of them. This webinar will provide you with proven strategies & methodologies of in- troducing employees to the job, work environment, and co-workers.

Boost Employee Retention & Avoid Losing Seasoned Talent Tuesday, January 14, 2020 • 11:00am

It takes a lot of time, effort and money to groom an employee and to finally get the returns on an employer's investment. Therefore, it is critical for employers to implement practices and precautions to avoid losing your top talent to your competitors. This webinar will discuss strategies to keep your most talented employees engaged and motivated for long-term employment.

Keep Your Dealership Compliant Without Scaring Off Employees Wednesday, March 25, 2020 • 10:00am

The only constant is change when it comes to compliance at your dealership. How can your business evolve while preventing your employees from throwing in the towel? This webinar will discuss how your dealership can improve its culture of compliance while maintaining employee engagement and satisfaction.

Investigations Without Hesitation Tuesday, April 28, 2020 • 11:00am

Investigations are part-and-parcel of human resources. Are you conducting them as well as you could? This webinar will review the basics, discuss best practices, and teach you how to handle the unexpected.

Dealership Risk Management Best Practices Tuesday, July 21, 2020 • 10:00am

Risk Management is the process of identifying, analyzing and modifying employee behavior to minimize the adverse effects of preventable losses. This webinar will provide best practices every dealer should implement.

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

SEPTEMBER 2019

DRIvING CONSISTENT SuCCESS IN THE SERvICE DRIvE

TIME MANAGEMENT fOR AuTO- MOTIvE PROfESSIONALS IN ALL DEPARTMENTS “Attention” is the new currency and our attention is being pulled in many directions

The training and coaching you need to thrive in today’s market

Thursday, September 12, 2019

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Frank Phillips, FCP-Sales Masters

Tuesday, September 17, 2019

DATE

TIME 10:00am - 1:00pm INSTRUCTOR Mark Rodriguez, Auto Client Care, Inc.

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $120.00 NON-MEMBER $200.00

Time tested results to maximize performance.

Ask any dealership employee what is the one thing he or she has too little of and you guessed it – TIME. well, we all have the same 24 hours. Rarely do the things that create long term success in our automotive lives get the attention they deserve when everything is urgent and important. This class focuses on developing time management strategies to prioritize, or- ganize, and simplify life at work and at home.

Learn practices that are essential to increasing revenues, improving survey scores and excelling in customer retention. Service Advisors will learn methods to manage vehicle service from start to finish, including communicating with customers, handling objections, and upselling services.

Participants will learn:

n Selling techniques for communicating needed service(s)

Attendees will leave with a 90-day Planner and learn how to: n Define your life values and discover your purpose

n Methods to build rapport with every client n To sell service based on the customer’s needs

Set written goals

n Techniques for handling objections throughout the process n How to ensure trust and credibility in customer relations

Monitor your physical health Get rid of clutter in your life

n Have a daily written plan of action

Track your progress

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

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

BDC & SALES BOOT CAMP Selling appointments that show

GNYADA SALES ACADEMY Covering every phase of the selling process

Wednesday, September 18, 2019

Tuesday, September 24 & Wednesday, September 25, 2019

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Mark Rodriguez, Auto Client Care, Inc.

TIME 10:00am - 4:00pm EACH DAY INSTRUCTOR Ken Carlson, F&I Resources

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $199.00 NON-MEMBER $350.00

Powerful and effective techniques for BDC communication skills.

A goldmine of surefire techniques to help you win more deals.

Discover proven strategies to make the most of every phone call. Learn how to set solid appointments, effective objection handling, and more. Included are participant workbooks, tai- lored role-plays, and real-time phone coaching.

This intensive intro to automotive selling is the starting point for all salespeople. The highly interactive two-day Sales Academy equips participants with the tools and techniques to achieve suc- cess in automotive sales.

Attendees will learn how to:

n Distinguish words and phrases that can be used to demonstrate interest and support n Select the right language to convey your message n Avoid using negative terminology and replace with positive phrases n Identify key words to work into speech to build rapport n Keep a call on track and arrive at a positive outcome

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-a-rounds and test rides n Techniques for working around negative feedback n How to negotiate agreements and close deals

WHAT PEOPLE ARE SAYING: BDC & SALES BOOT CAMP “ Not my first time here.

THE WALK-A-ROuND PRESENTATION: AN IMPORTANT CLOSING TOOL!

Start the closing process the moment the customer sits in the vehicle

Thursday, September 19, 2019

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Frank Phillips, FCP-Sales Masters

I have been doing BDC for years. As always, it’s good to refresh and go back to the basics. Mr. Rodriguez is great at what he does.

MEMBER FEE $175.00 NON-MEMBER $300.00

Win more sales by justifying the price and building customer trust.

Learn how to win more sales by justifying the price and build- ing customer trust during the walk-a-round presentation. A well-organized walk-a-round presentation is an important step in the sales process. Done well, it drives logic and emotion for prospects to buy or lease a vehicle with certain features. It’s a closing tool that can make or break a deal.

”

Attendees will learn how to:

– Felicia Cardova Smith Haven Auto Group

n Keep presentations organized and effective n Present product knowledge in a compelling fashion

n Build value in a vehicle to justify its price

n Keep the sales process seamless

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

OCTOBER 2019

IMPROvE YOuR HIRING PROCESS Attract those open to pursuing the right job

fIRST CLASS PHONE MANNERS fOR RECEPTIONISTS

opportunity

The musts of telephone best practices

Tuesday, October 8, 2019

Wednesday, October 16, 2019

DATE

TIME 10:00am - 1:00pm INSTRUCTOR Bill McAndrews, william D. McAndrews & Associates

TIME 10:00am - 1:00pm INSTRUCTOR Mark Rodriguez, Auto Client Care, Inc.

MEMBER FEE $120.00 NON-MEMBER $200.00

Hiring and retaining the best talent is tough, learn to grow talent!

Learn to control calls, ask the right questions, and close each call successfully.

Having trouble hiring for that desired skill set? Can’t seem to draw in the type of talent you seek? Learn ways to position your dealership in the marketplace as a desired destination for top talent.

This highly interactive seminar provides best practices for all phases of a customer call, including opening, closing, and hold/transfer techniques. Learn what to say to ensure proper etiquette and a positive outcome.

In this course, attendees will learn:

Attendees will learn how to:

n ways to optimize your employer value proposition n 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 marketplace

n Identify the components of an effective opening n Avoid the most common telephone etiquette problems n Practice the recommended techniques for transferring callers or putting them on hold n Identify ways to effectively close the call to leave the customer with a positive impression

n Best utilize voicemail communications

WHAT PEOPLE ARE SAYING: FIRST CLASS PHONE MANNERS FOR RECEPTIONISTS

“ Great instructor.

Great presentation. Provided helpful information. – Zakyyah Vineyard Millennium Toyota ”

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

MAxIMIzE PROfITS IN PREOWNED vEHICLES

SALES MANAGER BOOT CAMP “I’ve been promoted to Sales Manager, now what?”

Ramp up your dealership’s used car sales profits

Tuesday, October 22, 2019

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, F&I Resources

Tuesday, October 29, 2019

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Frank Phillips, FCP-Sales Masters

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn how to effectively work with your sales team.

Put your used vehicle department on the road to great profitability.

General Sales and Sales Managers will learn techniques on how to effectively work with their sales team.

Effectively managing your preowned inventory is the ultimate goal of any used vehicle department. Explore the strategies, processes, and functions that will transform your used vehicle department into a profit-producing powerhouse.

Participants will learn:

n How to gain a firm commitment and maximize gross profit n ECOA – NADA Finance Policy & Sales Compliance n How to set the stage for an effective negotiation process that results in overall higher total customer yield

Participants will learn how to:

n How to run effective sales meetings

n Approach used vehicle inventory management

n How to recruit, interview, and hire new Salespeople

n Buy vehicles at the right price

n Price preowned vehicles correctly for sale

Sell used vehicles

SERvICE ADvISOR’S GuIDE TO SELLING SERvICE AND REPAIR The ultimate game plan on increasing hours per R.O. and gross retention

n Carry out proper wholesale disposal

Wednesday, October 23, 2019

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, F&I Resources

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn how to communicate the importance of vehicle mainte- nance to customers while increasing service-driven profits. Also learn to overcome common objections, telephone closing techniques, building CSI, handling difficult customers, and much more.

Participants will learn :

n Strategies to get customers to agree on needed services n Methods to build rapport and learn about the customer n Position service needs based on the customer’s benefit

n Techniques for handling objections

n How to ensure trust and credibility in customer relations

WEBINAR: ONBOARDING FOR SUCCESS – ESSENTIAL PROGRAMS, CHECKLIST & TOOLS TO BOOST NEW HIRE’S PRODUCTIVITY Thursday, October 24, 2019 | 11:00 am Learn strategies and methodologies of introducing employees to the job, work environment, and co-workers.

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

NOVEMBER 2019

MANAGE AND COACH BDC AGENTS fOR SuCCESS

THE MANAGEMENT TRANSITION - KEY SKILLS fOR NEW SuPERvISORS

Lead your BDC to deliver higher performance and better results

Successfully adjust to the changing expectations of your boss, peers, and subordinates

Wednesday, November 6, 2019

Thursday, November 7, 2019

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Mark Rodriguez, Auto Client Care, Inc.

TIME 10:00am - 1:00pm INSTRUCTOR Bill McAndrews, william D. McAndrews & Associates

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $120.00 NON-MEMBER $200.00

Learn to motivate BDC agents to increase appointments and raise customer satisfaction.

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

This course will focus on the challenges and most common management issues in today’s BDC. Supervisors will equip themselves with the knowledge to improve the effectiveness of team members, increase morale and create a working environ- ment that maximizes satisfaction, performance, and retention.

You’ve recently been selected to become a new supervisor. Now you’re faced with leading a team, managing workloads and meeting new objectives. Learn how to successfully handle your new responsibilities.

Attendees will learn how to:

Attendees will learn:

n Develop credibility with their team

n How to identify the best attributes in BDC supervisors n The top 10 leadership traits and why they’re important n The most critical knowledge and skill areas for supervisors n Common errors supervisors make in managing BDC teams

n Plan, monitor, and communicate for success

n Motivate, delegate work, and deal with difficult situations

n Increase team productivity and satisfaction

n use different supervisory styles based on the situation

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

PROfITABILITY & COMPLIANCE IN f&I

Provide customers with a great experience through complete disclosure, integrity, and a customer friendly F&I process

Thursday, November 14, 2019

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Judy Vann Karstadt, JV Solutions LLC

MEMBER FEE $175.00 NON-MEMBER $300.00

GNYADA TAX SEMINAR November 13, 2019

Essential knowledge every f&I manager must master to be successful.

F&I profitability is a product of complete integrity. Customers buy from your dealership not only because you sell what they want, but because they trust you. Learn to handle every trans- action honestly and in total compliance with the law.

Attendees will learn the:

n Complete consumer privacy and information security rules n Regulatory maze that surrounds disclosure requirements n Requirements on how to handle credit analyses n Proper techniques for presenting products and services n Best practices that contribute to a successful F&I operation

WHAT PEOPLE ARE SAYING: PROFITABILITY & COMPLANCE IN F&I

“ Learned the

compliance laws I need to know. Learned great ways

to overcome objections.

– Craig Miller Smithtown Kia ”

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

DECEMBER 2019

BILLERS’ WORKSHOP: PROCESSING NYS DMv TRANSACTIONS The essentials to becoming an efficient and effective Biller

SuCCESSfuL COMMuNICATIONS Fine-tune your techniques to become a better

communicator

Wednesday, December 4, 2019

Thursday, December 5, 2019

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Mark Rodriguez, Auto Client Care, Inc.

TIME 10:00am - 4:00pm INSTRUCTOR Jean Marie Rugg, General Manager, DMV-DIRECT

MEMBER FEE $175.00 NON-MEMBER $300.00

Identify caller communication styles and select the best words and phrases to build rapport with your customers.

Streamline your billing process, making it faster and more accurate.

Learn how to engage the customer, discover their needs, pres- ent solutions that benefit the customer, and gain commitment for next steps.

Learn to process DMV transactions, including compliance requirements, hands-on paperwork processing, and how to submit items to the DMV. upon completion, you will under- stand the requirements for the DMV desk in the dealership and how to set it up to run smoothly and accurately. n The process of registering vehicles in the dealership n The various DMV forms, including reports of sale, titles, and odometer disclosure n The fees associated with new vehicle registrations n The specific terms used in registration processing WHAT PEOPLE ARE SAYING: SUCCESSFUL COMMUNICATIONS “ The perfect course to get your feet wet in a BDC position. Even as a refresher, Mark was fantastic! – Jaclyn Florio Rallye Motors Attendees will learn about: n The timelines imposed by DMV

Attendees will learn to:

n Identify types of opportunities and how they’re similar n Develop trust, confidence, and rapport in the engagement stage n Outline questioning techniques and sharpen listening skills for the discovery process n Position the solution in a positive way from the customer’s perspective n Reach the commitment level of the call and close the sale

”

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E . q u E E N S / G N Y A D A . C O M / E D u C A T I O N

MANAGING DIffICuLT PEOPLE Never fall victim to those who have the potential to

DEAL-KILLING SALES OBjECTIONS AND HOW TO OvERCOME THEM Learn how to recognize and resolve objections throughout the sales process

make life miserable

Wednesday, December 11, 2019

DATE

TIME 10:00am - 1:00pm INSTRUCTOR Bill McAndrews, william D. McAndrews & Associates

Thursday, December 12, 2019

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Frank Phillips, FCP-Sales Masters

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn to make managing challenging employees and coworkers easier.

Learn how to navigate the toughest customer scenarios and move quickly to the close.

Learn strategies for getting adversaries to cooperate, bullies to back off, wallflowers to open up, and complainers to think before they speak. Knowing how to deal with difficult people at work will allow you to approach your staff with greater confidence and your job with more enjoyment. n How to work with / work around negative people n The dos and don’ts of communicating 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 may offend others n How to manage a mix of older and younger employees Attendees will learn:

Objections can occur anywhere in the selling process. Reveal- ing and dealing with them can be a challenging intellectual and psychological exercise. This seminar equips you with skills to overcome these obstacles to closing the deal.

Attendees will learn to:

n Handle objections throughout the selling process n understand the different types of objections n Acknowledge the customer’s objection and redirect it n Ask questions that will uncover core objections and define them n Gain agreement when answering customer’s objections

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

JANUARY 2020

BDC & SALES BOOT CAMP Selling appointments that show

DRIvING CONSISTENT SuCCESS IN THE SERvICE DRIvE The training and coaching you need in today’s market

Wednesday, January 15, 2020

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Mark Rodriguez, Auto Client Care, Inc.

Thursday, January 16, 2020

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Frank Phillips, FCP-Sales Masters

MEMBER FEE $175.00 NON-MEMBER $300.00

Powerful and effective techniques for BDC communication skills.

Time tested results to maximize Service Advisor performance.

Learn practices that are essential to increasing revenues, im- proving survey scores and excelling in customer retention. Service Advisors will learn methods to manage vehicle service from start to finish, including communicating with customers, handling objections, and upselling services. n Selling techniques for communicating needed service(s) n Methods to build rapport and learn about the customer n To sell service needs based on benefits to the customer n Techniques for handling objections throughout the process n How to ensure trust and credibility in customer relations Participants will learn:

Attendees will learn how to:

WEBINAR: BOOST EMPLOYEE RETENTION & AVOID LOSING SEASONED TALENT Tuesday, January 14, 2020 | 11:00 am It takes a lot of time, effort and money to groom an employee and to finally get the returns on an employer's investment. There- fore, it is critical for employers to implement practices and precautions to avoid losing your top talent to competitors.

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

SuCCESSfuL TEAM MANAGEMENT Winning teams are made – they don't just happen

GNYADA SALES ACADEMY Covering every phase of the selling process,

from prospecting to delivery

Tuesday, January 21, 2020

DATE

TIME 10:00am - 1:00pm INSTRUCTOR Bill McAndrews, william D. McAndrews & Associates

Wednesday, January 22 & Thursday, January 23, 2020

DATE

TIME 10:00am - 4:00pm EACH DAY INSTRUCTOR Ken Carlson, F&I Resources

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $199.00 NON-MEMBER $350.00

Learn effective leadership skills to inspire and influence your staff to achieve team goals.

This seminar is a goldmine of surefire techniques to help you win more deals.

Learn strategies and facilitation techniques for building great teams and creating successful team dynamics. You will de- velop skills that enhance communication and trust, and align team members around shared goals so they can effectively plan, communicate, execute, and deliver. n How to deal with low performing individuals and teams 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:

Salespeople will learn:

n How to develop winning team players

WHAT PEOPLE ARE SAYING: GNYADA SALES ACADEMY

“ Learned a lot. Everything was

helpful. Very good instructor; had everyone engaged.

– Nick Grille MINI of Southampton ”

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

FEBRUARY 2020

DMv BILLERS’ WORKSHOP: PROCESSING OuT-Of-STATE TRANSACTIONS The essentials to becoming an efficient and effective Biller

MANAGE AND COACH BDC AGENTS fOR SuCCESS

Lead your BDC to deliver higher performance and better results

Wednesday, February 12, 2020

Wednesday, February 5, 2020

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Mark Rodriguez, Auto Client Care, Inc.

TIME 10:00am - 1:00pm INSTRUCTOR J ean Marie Rugg, General Manager, DMV-DIRECT

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $120.00 NON-MEMBER $200.00

Learn to motivate BDC agents to increase appointments and raise customer satisfaction.

Learn complex registration and titling transactions that require in-depth expertise to properly complete.

This course will focus on the challenges and most common supervisory issues in today’s BDC and how supervisors can equip themselves with the knowledge to improve the effective- ness of team members, increase morale, and create a team environment that maximizes employee satisfaction, perform- ance, and retention. n How to identify the best attributes in BDC supervisors n The top 10 leadership traits and why they’re important n The most critical knowledge and skill areas for supervisors n Common errors supervisors make in managing BDC teams 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 face Attendees will learn:

Learn how to handle the hurdles of an out-of-state vehicle deal, quickly and properly — from stocking to completing title and registration. Each attendee receives a complete reference manual to keep on file at their dealership.

Attendees will learn how to:

n Properly complete required forms for New Jersey, Connecticut, Pennsylvania, and Florida n Configure sales tax for each of the different states

Avoid application rejection

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

ADvANCED MANAGEMENT SKILLS AND TECHNIquES Develop proactive approaches to meet the complex challenges of your team

Thursday, February 6, 2020

DATE

Thursday, February 13, 2020

TIME 10:00am - 1:00pm INSTRUCTOR Bill McAndrews, william D. McAndrews & Associates

DATE

TIME 10:00am - 1:00pm INSTRUCTOR Kiki Orski, Peak Performance

MEMBER FEE $120.00 NON-MEMBER $200.00

Learn the actions that affect your efficiency, the team’s performance, and ultimately the dealership’s profitability.

To maximize your sales success, learn to adapt your tactics to different personality types.

This course is geared toward senior managers who want to gain the tools and ability to qualitatively improve the perform- ance of them and their team. You’ll learn key components of team dynamics and how individual goals, values, strengths, and weaknesses can affect your style of management in maximizing team performance.

Learn to understand the different personas customers have so you can adjust your approach, make quicker connections, and effectively sell to all personality types. This session includes an online “Sales Style Assessment” as required pre-work.

During this session, participants will learn to:

n Identify individual selling styles and how they impact sales n quickly recognize the “buying style” of their customer n Flex their own approach to dramatically increase the connections made with potential buyers n Adjust their selling technique to compliment the buying style of their prospective client

Attendees will learn how to:

n Lead versus manage to negotiate for win-win outcomes n Communicate with diverse team members effectively n understand and interpret emotions and body language

Solve problems creatively

n Make sound decisions and effectively manage time

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

ACHIEvING f&I ExCELLENCE Maximize every profit opportunity in the F&I office

ADvANCED NEGOTIATION SKILLS Equip yourself with innovative negotiation strategies

to excel in sales

Wednesday, February 19, 2020

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, F&I Resources

Thursday, February 20, 2020

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, F&I Resources

MEMBER FEE $175.00 NON-MEMBER $300.00

Dramatically increase your f&I sales, profits, and customer satisfaction.

Learn how to steer all customer negotiations toward a win-win outcome.

This class is designed to provide F&I managers with the selling skills necessary to maximize every profit opportunity in the F&I office, as well as enhance the customer’s F&I experience. Learn to quickly discover customer needs, demonstrate products, and overcome objections.

Today’s customers are more sophisticated and knowledgeable than ever; to reach successful outcomes with buyers, sales pro- fessionals must now be master negotiators. This class focuses on the developing and strengthening of sales negotiation skills, while keeping in mind the need to maintain lasting, beneficial customer relationships.

During this session, participants will learn: n How to maximize your F&I revenues

Attendees will learn how to:

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

Build trust when negotiating

n Show how the deal math works to ease apprehensions n Remove barriers for effective communications n Plan for objections and prepare counter strategies

n Establish an honorable reputation

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

MARCH 2020

fIRST CLASS PHONE MANNERS fOR RECEPTIONISTS

MEET & GREET & quALIfYING fOR PROPER SELECTION

The musts of telephone best practices

Identify your customer’s needs

Wednesday, March 4, 2020

Wednesday, March 11, 2020

DATE

TIME 10:00am - 1:00pm INSTRUCTOR Mark Rodriguez, Auto Client Care, Inc.

TIME 10:00am - 1:00pm INSTRUCTOR Ken Carlson, F&I Resources

MEMBER FEE $120.00 NON-MEMBER $200.00

Learn to gain control of the call, ask the right questions, transfer calls effectively, and close each call successfully.

Learn how the customer wants to be sold (Hot Buttons) and sell from their point of view. This will assist your sales staff to structure the product presentation to the customer’s needs.

Participants will learn how to:

n Make a great first impression for a proper meet and greet n Better understand the customer’s needs and deliver on their expectations n Professionally discuss budget concerns n Build customer trust and loyalty with every sale MASTER THE WALK-A-ROuND & TEST RIDE Properly and professionally present a vehicle to your client

Attendees will learn how to:

n Best utilize voicemail communications

Wednesday, March 11, 2020

DATE

TIME 1:30pm - 4:30pm INSTRUCTOR Ken Carlson, F&I Resources

SALES MANAGER BOOT CAMP “I’ve been promoted to Sales Manager, now what?”

MEMBER FEE $120.00 NON-MEMBER $200.00

Tuesday, March 10, 2020

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, F&I Resources

Techniques that will help you close more deals.

MEMBER FEE $175.00 NON-MEMBER $300.00

The walk-a-round and test drive are the ideal times to sell a ve- hicle’s features and benefits to the customer. Learn exciting methods that build product value during this part of the sales process, through demo ride conversations, speaking to the buyer’s motives, and more. n Plan for the most common customer objections to the drive n Target features that are most valuable to a given customer n Create a natural flow of communicating personalized features and benefits n Control the sale throughout this part of the selling process Attendees will learn how to:

Techniques to effectively work with your sales team.

Participants will learn:

n How to run effective sales meetings

n How to recruit, interview, and hire new Salespeople

OSHA COMPLIANCE SEMINAR March 11, 2020 This information-packed seminar will provide dealers with a comprehensive update on the latest OSHA requirements and discuss strategies to successfully meet these stringent standards in the ever-changing workplace environment.

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

INfORMATION SECuRITY GuIDELINES fOR AuTOMOTIvE DEALERSHIPS

SuCCESSfuL COMMuNICATIONS Fine-tune your techniques to become a better

communicator

Information security is a journey, not a destination

Wednesday, March 18, 2020

Thursday, March 12, 2020

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Mark Rodriguez, Auto Client Care, Inc.

TIME 10:00am - 1:00pm INSTRUCTOR Judy Vann Karstadt, JV Solutions LLC

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $120.00 NON-MEMBER $200.00

Identify caller communication styles and select the best words and phrases to build rapport with your customers.

Learn the best practices for building your dealership’s security plan.

Learn how to engage the customer, discover basic customer needs, present solutions that benefit the customer, and gain commitment for next steps.

If you are responsible for the security of your dealership’s data and your customer’s data, then this seminar is for you. Learn the steps to secure your business data and the man- dated policies and procedures you should be following. The Federal Trade Commission requires franchised automobile dealers to implement a written Customer Information Security Program and an Identity Theft Prevention Program under the direction of an appointed Corporate Compliance Officer and to update their program (annually at a minimum).

Attendees will learn how to:

n Identify types of sales opportunities and how they’re similar n Develop trust, confidence, and rapport in the engagement stage n Outline questioning techniques and sharpen listening skills n Position the solution in a positive way from the customer’s perspective n Reach the commitment level of the call and close the sale

During this session, participants will learn: n what the common risk areas are n Key data security plan considerations

TRANSfORM MANAGEMENT SKILLS INTO LEADERSHIP SKILLS

n How to identify and quantify your 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

Move from being a boss to a coach who gets results

Thursday, March 19, 2020

DATE

TIME 10:00am - 1:00pm INSTRUCTOR Bill McAndrews, william D. McAndrews & Associates

MEMBER FEE $120.00 NON-MEMBER $200.00

Adapt to change, navigate conflicts, and motivate your people.

Learn the key components to becoming an engaging manager that creates confident, inspired, empowered, and enthusiastic teams. Learn to further enhance the skills that brought you into this position and become the manager that your employ- ees need and want.

WEBINAR: KEEP YOUR DEALERSHIP COMPLIANTWITHOUT SCARING OFF EMPLOYEES Wednesday, March 25, 2020 | 10:00 am

Participants will learn how to:

n Effectively hold employees accountable for their actions n Meet the diverse needs of all team members with proven communication techniques

This webinar will discuss how your dealership can improve its culture of compliance while maintaining employee engagement and satisfaction.

Motivate people

n Anticipate and resolve conflict situations

n use delegation to increase productivity and growth

C E N T E R F O R A u T O M O T I V E E D u C A T I O N & T R A I N I N G / w H I T E S T O N E , q u E E N S / G N Y A D A . C O M / E D u C A T I O N

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