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June 2023

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

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

Tuesday, June 6, 2023

Wednesday, June 7, 2023

DATE

DATE

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

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

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 expectations. Learn to overcome common objections, telephone closing techniques, building CSI, handling difficult customers, and much more. 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:

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 teammembers, 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

How to close the deal

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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