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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