2019-20 Workshops & Seminars for Automobile Dealerships

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

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

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.

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.

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 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

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 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

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.

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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