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GNYADA.com/education

WORKSHOPS & SEMINARS FOR AUTOMOBILE DEALERSHIPS

SEPTEMBER 2022-DECEMBER 2023

Whitestone, Queens

education@gnyada.com

718.746.5900

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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

Education Committee Bill Riedel, Chair Michael Brown John LaSorsa Gary Schimmerling Randi Siegel Friedman n n n n n

Education Team Edward P. Gazzillo Chief Operating Officer, GNYADA Ebony Tineo Education & Training Coordinator

OLIVER BRODLIEB Chairman of the Board GNYADA

MARK SCHIENBERG President GNYADA

EDWARD P. GAZ Z ILLO Chief Operating Officer GNYADA

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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

GNYADA Education & Training

The Greater New York Automobile Dealers Association (GNYADA) is excited to announce our 2022-2023 schedule of education and training seminars at The Center for Automotive Education & Training (CAET). This year we have added 12 new seminars to our curriculum and some new industry professionals to our list of instructors! As we rev things up, GNYADA will be offering its core education programs revolving around Management, Sales, Service, F&I, BDC, and DMV Registration and Title Clerks throughout the year. We will also continue to offer our weekly Dealer Webinars, Bagels with Bieber, as a benefit of membership. GNYADA has been developing education and training curriculums that have enhanced the effectiveness of dealership personnel across metro New York for more

than 30 years. GNYADA’s Education & Training pro- grams will help you adapt to industry changes, meet goals, and make a large impact on the staff at your dealership. As always, GNYADA’s top priority is to keep you safe at the CAET while providing first-class in-per son education with industry experts. By successfully completing GNYADA programs, you will receive a wealth of practical knowledge immediately applicable to the franchised new car dealership world. Please review the 50-plus education and training options in this catalog to identify the programs that meet your dealership’s needs and contact GNYADA to reserve your seat.

Call 718.746.5900, email Education@gnyada.com , or register online at www.gnyada.com/education .

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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

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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

Table of Contents

Classes by Category GNYADA Dealer Essentials

4 6 7 8 8

GNYADA Webinars GNYADA Courses September 2022 October 2022 November 2022 December 2022 January 2023 February 2023 March 2023 April 2023 May 2023 June 2023 July 2023 August 2023 September 2023 October 2023 November 2023 December 2023 Costs and Policies Meet the Instructors

10 12 14 16 18

20 22 24 26 28 30 32 34 36 38 40 41

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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

Classes by Category

BDC/PHONE SUPPORT MANAGE & COACH BDC AGENTS FOR SUCCESS Tuesday, June 6, 2023 MASTERING INBOUND PHONE AND INTERNET SALES n Thursday, November 10, 2022 n

F & I GNYADA F & I MANAGEMENT ACADEMY

Thursday, June 8, 2023 Tuesday, November 7, 2023

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PROFITABILITY & COMPLIANCE FOR AUTOMOTIVE SALES

Tuesday, May 16, 2023

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Wednesday, May 10, 2023 Thursday, November 9, 2023

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n Wednesday, October 11, 2023 INFORMATION AND CYBER SECURITY GUIDELINES FOR AUTOMOTIVE DEALERSHIPS Wednesday, December 6, 2023 SETTING UP AN EFFECTIVE F&I COMPLIANCE PROGRAM n Tuesday, July 18, 2023 n

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PHONE ETIQUETTE FOR RECEPTIONISTS

Wednesday, October 12, 2022 Tuesday, September 12, 2023

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SUCCESSFUL COMMUNICATIONS

Tuesday, December 6, 2022 Wednesday, March 22, 2023

Thursday, March 16, 2023

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n Tuesday, December 5, 2023 INVENTORY SHORTAGE STRATEGIES FOR SALES & BDC

MANAGEMENT DEALING WITH DIFFICULT PEOPLE

Wednesday, September 14, 2022 Wednesday, January 11, 2023

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Tuesday, December 13, 2022

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Thursday, July 13, 2023

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Wednesday, November 15, 2023

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ESSENTIALS OF STRATEGIC LEADERSHIP AND MANAGEMENT

MAXIMIZING CRM POTENTIAL Wednesday, February 8, 2023 n

Thursday, April 6, 2023

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Tuesday, August 8, 2023

SALES MANAGER BOOT CAMP Wednesday, October 19, 2022 n

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Thursday, April 13, 2023 Wednesday, July 19, 2023

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DMV BILLING BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS

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SUCCESSFUL TEAM MANAGEMENT

Wednesday, March 8, 2023

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n Tuesday, November 14, 2023 THE MANAGEMENT TRANSITION: KEY SKILLS FOR NEW SUPERVISORS

Thursday, December 8, 2022 Thursday, February 9, 2023

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Thursday, May 11, 2023

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n Thursday, August 10, 2023 DMV BILLERS’ WORKSHOP: PROCESSING OUT-OF-STATE TRANSACTIONS

Tuesday, November 8, 2022 Tuesday, December 12, 2023

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WHY SHOULD I WORK FOR YOU?

Thursday, October 6, 2022 Thursday, January 12, 2023 Wednesday, April 5, 2023 Wednesday, July 12, 2023

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Thursday, September 15, 2022

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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

SALES GNYADA SALES ACADEMY (2 Day)

SERVICE ESSENTIAL SKILLS FOR NEW SERVICE ADVISORS

n Tues., October 25 & Wed., October 26, 2022 n Tues., January 24 & Wed., January 25, 2023

Thursday, January 26, 2023 Thursday, September 21, 2023

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Tues., June 20 & Wed., June 21, 2023

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n Tues., September 19 & Wed., September 20, 2023

SERVICE ADVISOR’S GUIDE TO SELLING SERVICE AND REPAIR

MASTERING NEGOTIATION IN SALES

Thursday, October 27, 2022 Wednesday, February 22, 2023

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Thursday, February 23, 2023

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Thursday, July 20, 2023

Wednesday, June 7, 2023 Tuesday, October 3, 2023

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MEET & GREET & QUALIFYING FOR PROPER SELECTION

SERVICE BDC MANAGER AND APPOINTMENT COORDINATOR TRAINING

Wednesday, April 12, 2023 Wednesday, October 4, 2023

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Wednesday, December 7, 2022 Wednesday, September 13, 2023

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NEXT LEVEL AUTO SALES

Tuesday, May 23, 2023

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Wednesday, November 8, 2023

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OFFICE INTERMEDIATE MICROSOFT EXCEL Wednesday, November 9, 2022 n

VALUE SELLING

Wednesday, April 12, 2023 Wednesday, October 4, 2023

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Thursday, August 17, 2023

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POST THIS NOT THAT!

Tuesday, January 17, 2023

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Register online: www.gnyada.com/education or call 718.746.5900 today!

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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

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 dealerships, allowing participants to not only learn from the course materials, but also from real-world applications.

Be sure to check your email inbox for specific seminar topics, dates, and times.

GNYADA SALES TAX SEMINAR November 2022

This seminar features speakers with the knowledge, expertise and communication skills to explain tax requirements and share practical solutions and planning strategies relating to day-to-day state and local tax is­ sues that dealers face.

ANNUAL LABOR LAW SEMINAR December 2022

OSHA COMPLIANCE SEMINAR January 2023

This information packed seminar will pro­ vide dealers with a comprehensive update on the latest OSHA requirements and dis­ cuss strategies to successfully meet these stringent standards in this ever-changing workplace environment.

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 dealers on the most significant challenges and provide practical solutions to everyday problems.

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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

GNYADA Dealer Webinars

Bagels with Bieber Thursdays at 11:00 am

GNYADA’s Bagels with Bieber , brings Vice President of Dealer Services, Susan Bieber, together with industry experts to address some of our dealers most pressing issues, including f ranchise law concerns, economic relief, labor law matters, OSHA compliance, and more. Presenters include:

n James E. McGrath, III, Esq. Bond, Schoeneck & King PLLC

Richard Sox, Esq., Bass Sox Mercer

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n Russell P. McRory, Esq. and his team at ArentFox Schiff LLP

Ed McWilliams, Cerini & Associates

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n Douglas Clark, Esq., Shenker Russo & Clark LLP

Set your calendar reminder for every Thursday at 11:00 am to join Sue for these important webinars. Bagels with Bieber webinars are a complimentary benefit of membership for all GNYADA dealers.

Recordings of all GNYADA webinars are available on GNYADA’s Website:

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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

September 2022

NEW INVENTORY SHORTAGE STRATEGIES FOR SALES & BDC Setting appointments that show in the post-pandemic world.

WHY SHOULD I WORK FOR YOU? What makes your dealership a great place to work?

Thursday, September 15, 2022

DATE

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

Wednesday, September 14, 2022

DATE

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

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Hiring and retaining the best talent is tough.

This intensive one-day workshop is designed to teach your sales staff and call center representatives to effectively handle customer follow ups, inbound sales calls, internet leads, lease retention, and unsold showroom traffic. Attendees will learn the skills to set appointments with customers who have shown interest in a car but have not yet purchased, overcome objections from potential buyers, and retain customers who have already leased or purchased a car from you. In this highly participatory workshop attendees will engage in listening to LIVE Mystery Shops and group role plays. n Capture customer contact info to set appointments and for future follow-up n Confirm appointments and contact missed appointments n Contact Unsold Showroom traffic and convert price inquiries into trade appraisal appointments n How to maximize Kelley Blue Book car offer leads Attendees will learn how to: n Overcome price and payment objections

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 as a desired destination for top talent.

In the course, attendees will learn:

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 To empower employees to act as corporate ambassadors n Techniques to actively build and leverage your brand in the recruitment marketplace

WHAT PEOPLE ARE SAYING:

The perfect course to get your feet wet in a BDC position. Mark is fantastic!

JACYLN RALLYE MOTORS

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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

Register online: www.gnyada.com/education or call 718.746.5900 today!

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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

October 2022

DMV BILLERS’ WORKSHOP: PROCESSING OUT-OF-STATE TRANSACTIONS Efficiently and effectively process out-of-state deals.

PHONE ETIQUETTE FOR RECEPTIONISTS The musts of telephone best practices for the dealership.

Wednesday, October 12, 2022

DATE

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

Thursday, October 6, 2022

DATE

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

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $120.00 NON-MEMBER $200.00

Receptionists are the first point of contact for many of your customers in Sales and Service. They are responsible for answering phones, greeting customers, and in some cases working the cashier. Their job is important because they set the tone for your customer’s experience. A good receptionist can make a customer feel welcome and easily meet the customer’s needs. A bad receptionist can make a customer feel unwelcomed and easily frustrated. Receptionists play a critical role in delivering the customer with the first impression of your dealership. It is important to train them to be friendly, organized, and efficient. n Identify the components of an effective greeting both on the phone and in person n Avoid the most common telephone etiquette problems n Practice the recommended techniques for transferring callers or putting someone on hold n Identify ways to effectively close the call and leave the customer with a positive impression Attendees will learn to:

Learn the complex registration and titling process for out of-state transactions and how to handle the added hurdles of these deals. 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

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

WHAT PEOPLE ARE SAYING:

Class was great, and a lot of info was covered. Jean Marie is extremely knowledgeable and explains everything in detail.

CAROL BEDFORD JEEP

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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

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

SERVICE ADVISOR’S GUIDE TO SELLING SERVICE AND REPAIR The ultimate game plan to increase gross retention.

Wednesday, October 19, 2022

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services

Thursday, October 27, 2022

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn how to effectively work with your team to create a high-performing sales department. Understand how to find top talent needed in today’s auto industry and an effective on-boarding process. Ensure you are effectively managing and training your staff by gaining an in-depth understanding of the dealership sales process and how to manage it. n NADA Desking practices & 1st pencil – best practices 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 and 1x1 sessions n How to hire and successfully retain A-level people GNYADA SALES ACADEMY Winning strategies for every phase of the selling process. Participants will learn: n How to increase your team’s productivity

Learn how to understand the customer’s prime concern through active listening. Communicate the importance of vehicle maintenance, sell found work, and maximize service profit. How to utilize the MPI to build trust, sell found work and set customer expect- ations. Learn to overcome common objections, tele- phone closing techniques, building CSI, handling difficult customers, and much more. n Get customers to agree on needed services n Build rapport and learn about the customer n Position service based on the customer’s benefit n Ensure trust and credibility in customer relation Participants will learn how to:

How to close the deal

n

Tuesday, October 25, 2022 & Wednesday, October 26, 2022

DATE

TIME 10:00am - 4:00pm EACH DAY INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services

MEMBER FEE $199.00 NON-MEMBER $350.00

A goldmine of surefire techniques to help you win more deals. 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 success in automotive sales. 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 How to create a memorable customer experience n Techniques for working around negative feedback n How to negotiate agreements and close deals Salespeople will learn:

Register online: www.gnyada.com/education or call 718.746.5900 today!

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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

November 2022

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

NEW INTERMEDIATE MICROSOFT EXCEL Build on your basic Excel knowledge and earn a certificate.

Wednesday, November 9, 2022

DATE

TIME 10:00am - 5:00pm INSTRUCTOR Ade Norman, Noble Desktop

Tuesday, November 8, 2022

DATE

TIME 10:00am - 1:00pm INSTRUCTOR BIll McAndrews,

MEMBER FEE $225.00 NON-MEMBER $450.00

WilliamD. McAndrews & Associates

MEMBER FEE $120.00 NON-MEMBER $200.00

This Excel class focuses on advanced formula functions, sort & filter, and PivotTables. You’ll also learn crucial text- related features like splitting and joining text, removing duplicates, and data validation. Embedded in the course are pivotal time-saving tricks like Paste Special, keyboard shortcuts, and navigation techniques. Attendees will receive a certificate upon completion of the course. Attendees will need to bring their own computer and Excel program to the class.

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:

n Develop credibility with their team

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

Attendees will learn how to:

n Use navigation tricks & shortcuts n Summarize data with PivotTables n Work with the VLOOKUP function

n Join and split text, create drop-down menus, and sort & filter data

n Utilize tricks to speed up workflow n Use logical functions: IF, AND, OR

GNYADA SALES TAX SEMINAR November 2022

This seminar features speakers with the knowledge, expertise and communication skills to explain tax requirements and share practical solutions and planning strategies relating to day-to-day state and local tax is­ sues that dealers face.

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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

MANAGE & COACH BDC AGENTS FOR SUCCESS Lead your BDC Agents to deliver higher performance and better results.

WHAT PEOPLE ARE SAYING: Very informative. Great teaching style; clear and concise. Can apply to my team immediately. I recommend for managers and training. CEDRIC MERCEDES-BENZ MANHATTAN

Thursday, November 10, 2022

DATE

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

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn to motivate BDC agents to increase appointments and raise customer satisfaction. This course will focus on the challenges and most common management issues in today’s BDC departments. BDC Managers will learn how to improve the effectiveness of team members, increase morale, and create a working environment that maximizes satisfaction, performance, and retention. Attendees will learn: n How to identify the best attributes in BDC Representatives n The Top 10 Leadership Traits and why they’re important n The most critical knowledge and skill areas for BDC Managers n Common errors BDC Managers make in managing their teams n How to report on performance metrics and identify opportunities

Register online: www.gnyada.com/education or call 718.746.5900 today!

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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

December 2022

SUCCESSFUL COMMUNICATIONS Fine-tune your techniques to become a better communicator.

NEW SERVICE BDC MANAGER AND APPOINTMENT COORDINATOR TRAINING Maximize service appointments and overall service retention.

Tuesday, December 6, 2022

DATE

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

Wednesday, December 7, 2022

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

Identify caller communication styles and select the best words and phrases to build rapport with your customers. Learn how to engage the customer, discover their needs, present solutions that benefit the customer, and gain commitment for next steps. 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 Attendees will learn to:

At a time when dealership profit margins are sinking and expenses are soaring, maximizing customer retentions in sales and service is no longer a SHOULD – it is a MUST! Your teams require a communication process that will retain customers from delivery of their vehicle, through the entire vehicle maintenance lifetime and then back into your showroom. n Booking strategic service appointments that serve both the customer and the advisor n Preparing for upcoming service appointments utilizing digital tools (i.e., Carfax, VAuto, AAX, etc.) n Developing a Sales to Service / Service to Sales handoff n Asking for and getting upsell business on the phone Attendees will learn techniques for:

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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

BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS The essentials to being an efficient and effective Biller.

DEALING WITH DIFFICULT PEOPLE Never fall victim to those who have the potential to make life miserable.

Thursday, December 8, 2022

Tuesday, December 13, 2022

DATE

DATE

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

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

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn to make managing impossible employees easier.

Streamline your billing process, making it faster and more accurate. This seminar focuses on DMV compliance requirements, proper paperwork completion, and how to submit items to the DMV. You will return to your dealership understanding the requirements of working the DMV desk and how to set it up to run smoothly and accurately. n The process of registering new and used vehicles n The various DMV forms, including titles and odometer disclosure n The fees associated with vehicle registrations n The specific terms used in registration processing Attendees will learn about:

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. Attendees will learn: 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 dealing with a problem person n How to handle employees who may offend others n How to manage a mix of older and younger employees

n The timelines imposed by DMV

n Stocking and completing title and registration

ANNUAL LABOR LAW SEMINAR December 2022

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 dealers on the most significant challenges and provide practical solutions to everyday problems.

Register online: www.gnyada.com/education or call 718.746.5900 today!

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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

January 2023

DMV BILLERS’ WORKSHOP: PROCESSING OUT-OF-STATE TRANSACTIONS Efficiently and effectively process out-of-state deals.

NEW INVENTORY SHORTAGE STRATEGIES FOR SALES & BDC Setting appointments that show in the post-pandemic world.

Thursday, January 12, 2023

DATE

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

Wednesday, January 11, 2023

DATE

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

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn the complex registration and titling process for out of-state transactions and how to handle the added hurdles of these deals. Each attendee receives a complete reference manual to keep on file at their dealership.

This intensive one-day workshop is designed to teach your sales staff and call center representatives to effectively handle customer follow ups, inbound sales calls, internet leads, lease retention, and unsold showroom traffic. Attendees will learn the skills to set appointments with customers who have shown interest in a car but have not yet purchased, overcome objections from potential buyers, and retain customers who have already leased or purchased a car from you. In this highly participatory workshop attendees will engage in listening to LIVE Mystery Shops and group role plays. n Capture customer contact info to set appointments and for future follow-up n Confirm appointments and contact missed appointments n Contact Unsold Showroom traffic and convert price inquiries into trade appraisal appointments n How to maximize Kelley Blue Book car offer leads Attendees will learn how to: n Overcome price and payment objections

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

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

Register online: www.gnyada.com/education or call 718.746.5900 today!

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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

GNYADA SALES ACADEMY Winning strategies for every phase of the selling process.

NEW POST THIS NOT THAT! Learn to use social media as a lead generating Powerhouse.

Tuesday, January 24, 2023 & Wednesday, January 25, 2023

DATE

Tuesday, January 17, 2023

DATES

TIME 10:00am - 4:00pm EACH DAY INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services

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

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $199.00 NON-MEMBER $350.00

Social media can be your most valuable lead generation channel if you know how to use it right. With 3.6 billion people using social media worldwide, it’s the perfect channel for dealerships to reach and attract leads. It’s only a matter of using the right tactics at the right time. It’s time your sales team starts thinking ‘out of the box’ and learns how to create self-generated leads using some simple yet highly effective Digital Marketing techniques.

A goldmine of surefire techniques to win more deals.

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 success in automotive sales.

Salespeople will learn:

Attendees 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 How to create a memorable customer experience n Techniques for working around negative feedback n How to negotiate agreements and close deals NEW ESSENTIAL SKILLS FOR NEW SERVICE ADVISORS Become an effective Service Advisor while offering a high level of customer satisfaction.

n How to create your own Digital Business Card n How to generate leads from your personal Social Media accounts

n How to create a Video testimonial wall n How to increase Google and Yelp reviews

n The importance of using QR Codes to boost customer awareness and generate leads

Thursday, January 26, 2023

DATES

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services

MEMBER FEE $175.00 NON-MEMBER $300.00

OSHA COMPLIANCE SEMINAR January 2023

This informative instruction will teach your advisors the essential skills to effectively work with your valuable service customers. We will dive into why customers are resistant to purchasing maintenance or found work. We will also discuss why you lose service customers after 2 – 5 years and how to retain them. Additionally, the course will go over “best practices” for an effective write-up process.

This information packed seminar will pro­ vide dealers with a comprehensive update on the latest OSHA requirements and dis­ cuss strategies to successfully meet these stringent standards in this ever-changing workplace environment.

Attendees will learn:

n Effective communication skills and service terms

n How to improve customer satisfaction n How to retain customers in service

The proper use of MPI

n

The Service write-up process

n

17

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 2023

NEW MAXIMIZING CRM POTENTIAL Use your CRM system to set solid appointments that show and convert.

BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS The essentials to being an efficient and effective Biller.

Wednesday, February 8, 2023

Thursday, February 9, 2023

DATE

DATE

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

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

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Are you currently using your CRM system to its full potential? Your CRM system is a tool to help you stay organized, improve your relationship with existing customers, and identify prospective customers. Very often dealership personnel struggle with knowing what to say and how to retain, maintain, and convert sales and service opportunities into appointments that show and sell. In this workshop attendees will learn how to connect, engage, and persuade customers that your CRM and Dealership Data mining software identifies as timely sales opportunities. Learn the required skills to strengthen customer relations and use your CRM system to never miss a sales or service opportunity! n How to take advantage of everything your CRM system has to offer n How to change your messaging for new, potential, and existing customers n Methods for engaging your customer and setting appointments n How to track performance and identify opportunities Attendees will learn: n How to identify Sales/Service opportunities

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

This seminar focuses on DMV compliance requirements, proper paperwork completion, and how to submit items to the DMV. You will return to your dealership understanding the requirements of working the DMV desk and how to set it up to run smoothly and accurately. n The process of registering new and used vehicles n The various DMV forms, including titles and odometer disclosure n The fees associated with vehicle registrations n The specific terms used in registration processing Attendees will learn about:

n The timelines imposed by DMV

n Stocking and completing title and registration

WHAT PEOPLE ARE SAYING:

Great class! Very thorough,

very entertaining, would have loved this class earlier in my billing career.

CRYSTAL MAJOR WORLD

18

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

SERVICE ADVISOR’S GUIDE TO SELLING SERVICE AND REPAIR The ultimate game plan on increasing hours per R.O. and gross retention.

NEW MASTERING NEGOTIATION IN SALES Equip yourself with innovative negotiation strategies to excel in today’s sales environment. DATES Thursday, February 23, 2023 TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services Learn how to control all customer negotiations toward a win-win outcome while maintaining credibility and protecting gross. Today’s customers are more sophisticated and knowledgeable than ever; to reach successful outcomes with buyers, sales professionals must now be master negotiators. Understand how to utilize the entire sales process to enhance your negotiation outcome. This class will focus on and teach the tools to “hang in there” in the negotiation process, stay in control, hold gross, and obtain higher customer offers. MEMBER FEE $175.00 NON-MEMBER $300.00 n Build trust in the sales process and maintain that trust during negotiation n Use a logical approach to ease customer apprehensions n Remove barriers for effective communications n Plan for objections and prepare counter strategies n Maintain your relationship with the customer throughout the process Attendees will learn how to:

Wednesday, February 22, 2023

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services

MEMBER FEE $175.00 NON-MEMBER $300.00

Learnhowtounderstand the customer’s prime concern throughactive listening. Communicate the importanceof vehiclemaintenance, sell foundwork, andmaximize service profit. Howtoutilize theMPI tobuild trust, sell foundwork and set customer expectations. Learn toovercome common objections, telephone closing techniques, buildingCSI, handling difficult customers, andmuchmore. n Strategies to get customers to agree on needed services n Methods to build rapport and learn about the customer n How to position service needs based on the customer’s benefit n How to ensure trust and credibility in customer relation Participants will learn:

How to close the deal

n

Register online: www.gnyada.com/education or call 718.746.5900 today!

19

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 2023

SUCCESSFUL TEAM MANAGEMENT Winning teams are made – they don’t just happen.

NEW SETTING UP AN EFFECTIVE F&I COMPLIANCE PROGRAM Learn to make F&I compliance a habit at your dealership.

Wednesday, March 8, 2023

DATE

TIME 10:00am - 1:00pm INSTRUCTOR Bill McAndrews,

Thursday, March 16, 2023

DATES

WilliamD. McAndrews & Associates

TIME 10:00am - 4:00pm INSTRUCTOR Max Zanan, Total Dealer Compliance

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn strategies and facilitation techniques for building great teams and creating successful team dynamics. You will develop skills that enhance communication and trust and align teammembers around shared goals so they can effectively plan, communicate, execute, and deliver.

Understand the benefits of a Compliance program and how to enforce one at the dealership.

This course is designed to provide a thorough overview of an effective F&I compliance programwith a focus on hiring and retaining ethical finance managers, appointing the right compliance officer, conducting regular trainings, installing internal and external audits, while increasing customer satisfaction and dealership profits.

Attendees will learn:

n How to deal with low performers n Key tips for building successful teams

n How to develop, coach, and motivate your team n Methods for setting goals and tracking performance

Attendees will learn: To recognize major risks in F&I n

n How to develop winning team players

Install an effective compliance program Understand applicable F&I Regulations Consequences of unethical and non- compliant practices

n

n

n

Creating a culture of compliance

n

WHAT PEOPLE ARE SAYING: Great refresher on what I need to know and added a lot of information I need to understand. MONIQUE WESTBURY TOYOTA

20

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 COMMUNICATIONS Fine-tune your techniques to become a better communicator.

Wednesday, March 22, 2023

Attendees will learn to:

DATE

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

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

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

Register online: www.gnyada.com/education or call 718.746.5900 today!

21

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

April 2023

ESSENTIALS OF STRATEGIC LEADERSHIP AND MANAGEMENT Develop proactive approaches to meet the complex challenges of your team.

DMV BILLERS’ WORKSHOP: PROCESSING OUT-OF-STATE TRANSACTIONS Efficiently and effectively process out-of-state deals.

Thursday, April 6, 2023

Wednesday, April 5, 2023

DATE

DATE

TIME 10:00am - 1:00pm INSTRUCTOR Bill McAndrews,

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

William D. McAndrews & Associates

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $120.00 NON-MEMBER $200.00

This course is geared toward senior managers who want to gain the tools and ability to qualitatively improve the performance 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 the complex registration and titling process for out of-state transactions and how to handle the added hurdles of these deals. 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

Attendees will learn how to::

n Lead versus manage to negotiate for win-win outcomes n Communicate with diverse teammembers effectively n Understand and interpret emotions and body language

Avoid application rejection

n

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

Solve problems creatively

n

n Make sound decisions and effectively manage time

WHAT PEOPLE ARE SAYING: The instructor went over everything thoroughly. Helped me learn leadership skills from a different view and strategy.

TERESA STEVEN’S 112 FORD

22

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

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

NEW VALUE SELLING Learn how to sell based on Value and not price.

Thursday, April 13, 2023

Wednesday, April 12, 2023

DATE

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services

TIME 10:00am - 1:00pm INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $120.00 NON-MEMBER $200.00

Learn how to effectively work with your team to create a high-performing sales department. Understand how to find top talent needed in today’s auto industry and an effective on-boarding process. Ensure you are effectively managing and training your staff by gaining an in-depth understanding of the dealership sales process and how to manage it.

Techniques to better understand your customer through Active Listening. Learn to understand why we have customer resistance and how to eliminate that resistance in a customer friendly manner. Learn how to utilize value selling through a dynamic ‘Presentation and Demonstration’ ride based on the customer’s needs. n Understanding customer resistance n How to eliminate and overcome resistance n A consultative approach to sales not transactional n How to build value through the sales process MEET & GREET & QUALIFYING FOR PROPER SELECTION Setting the stage for a dynamic first impression. Participants will learn:

Participants will learn:

n How to increase your team’s productivity

n NADA Desking practices & 1st pencil – best practices 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 and 1x1 sessions n How to hire and successfully retain A-level people

Wednesday, April 12, 2023

DATE

TIME 1:30pm - 4:30pm INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services

MEMBER FEE $120.00 NON-MEMBER $200.00

This class will focus on building trust during the meet and greet and Qualifying stage of the sales process. Creating a dialogue to obtain the proper information to select the right vehicle. Establishing trust, rapport, confidence, and value is key.

Participants will learn:

How to build trust

n

n How to identify the customer’s buying motives, hot buttons, and triggering events n Questions to obtain information for selection n How to utilize the qualifying information to build value throughout the sale

Register online: www.gnyada.com/education or call 718.746.5900 today!

n Obtaining customer’s point of view

23

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

May 2023

NEW MASTERING INBOUND PHONE AND INTERNET SALES Learn how tomake themost of every phone and internet sales opportunity.

BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS The essentials to being an efficient and effective Biller.

Thursday, May 11, 2023

DATE

Wednesday, May 10, 2023

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

DATE

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

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Inbound sales calls and Internet leads are the lifeblood of your business. Having trained Sales and BDC representatives who understand how to capture contact information, overcome objections, and set appointments during this inventory shortage is not a should but a must. In this workshop, attendees will learn how to handle inbound sales calls and internet leads professionally. Attendees will gain a clear understanding of the importance of getting what you need from the customer up-front while also providing the customer with information in a transparent, efficient, and respectful manner. n What information you need to capture from customers and how to use it n How to overcome objections and continue the conversation n Methods for setting appointments from leads and incoming sales calls n How to sell the appointment and understanding customer needs Attendees will learn: n How to handle Sales calls and Internet leads efficiently

Streamline your billing process, making it faster and more accurate. This seminar focuses on DMV compliance requirements, proper paperwork completion, and how to submit items to the DMV. You will return to your dealership understanding the requirements of working the DMV desk and how to set it up to run smoothly and accurately. n The process of registering new and used vehicles n The various DMV forms, including titles and odometer disclosure n The fees associated with vehicle registrations n The specific terms used in registration processing Attendees will learn about:

n The timelines imposed by DMV

n Stocking and completing title and registration

WHAT PEOPLE ARE SAYING:

Great for Sales 101 and for guys who have been selling for a long time and need a refresh. AMIR VOLVO BROOKLYN

24

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

NEW NEXT LEVEL AUTO SALES Learn how to maximize each and every sales opportunity!

PROFITABILITY & COMPLIANCE FOR AUTOMOTIVE SALES

Provide customers with a great experience through complete disclosure, integrity, and a customer friendly SALES process.

Tuesday, May 23, 2023

DATE

TIME 10:00am - 4:00pm INSTRUCTOR Ken Carlson, Director of Training Brown & Brown Dealer Services

Tuesday, May 16, 2023

DATE

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

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Sell more units, hold more gross, and earn excellent CSI scores.

Essential knowledge every dealership employee must master to be successful. 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 transaction honestly and in total compliance with the law. 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 be a successful and Compliant Sales Operation Attendees will learn the:

This powerful one-day advanced sales training will expose both seasoned veterans and rookies to proven techniques that sell more cars and create higher gross profit. It’s a can’t miss opportunity for anyone on your sales floor not achieving 100% of their potential every month. n Improving the quality of sales conversations n Building Trust and selling from the customer’s point of view: Sell Value not Price n Selling from inventory and switching to Preowned n Selling value through a proper product presentation and demonstration ride n Obtaining a commitment and negotiating for profit Attendees will learn technique for:

Register online: www.gnyada.com/education or call 718.746.5900 today!

25

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