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September 2023

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

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

Tuesday, September 12, 2023

DATE

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

MEMBER FEE $120.00 NON-MEMBER $200.00

Wednesday, September 13, 2023

DATE

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

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:

MEMBER FEE $120.00 NON-MEMBER $200.00

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:

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

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