22-23_ed_cal_DIGITAL

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