GNYADA 2018-2019 Education Book

THE CENTER FOR AUTOMOTIVE EDUCATION & TRAINING IS A DIVISION OF THE GREATER NEW YORK AUTOMOBILE DEALERS ASSOCIATION (GNYADA)

Mark Schienberg GNYADA President

Education committEE

Oliver Brodlieb, Chair

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Lee Certilman John Donaldson Melissa Evans Eleanor Gulla

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David Karp

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Robert Knapp John LaSorsa

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Gary Schimmerling

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Randi Siegel

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Education tEam

Edward P. Gazzillo Executive Vice President, Education & Communications Carole Rogner Professional Development Coordinator

Your dealership’s need for education and training is never-ending.

dealers’ needs evolve, new challenges arise, and priorities shift. to adapt in a changing environment, your dealership’s staff must continuously enhance its knowledge and skills. the greater new york automobile dealers association (gnyada) has developed a curriculum that has enhanced the effectiveness of dealership personnel across metro new york for more than 30 years. gnyada’s education & training programs will help your dealership better respond to changing priorities, meet goals, and make an impact on your organization. By successfully completing gnyada programs, participants receive a wealth of practical knowledge, immediately applicable to the franchised new car dealership world. each course and seminar is taught in real time by an industry-expert-turned-instructor.

Popular program trainings are geared towards:

management

service

Bdc

digital marketing dmv Processing

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osha compliance receptionist skills

tax compliance

communications customer service data Protection

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finance and insurance

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sales

Labor Law

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identify the educational programs that meet your dealership’s needs from the 50-plus options in this catalog brochure, and contact gnyada to reserve your seat. call 718.640.2012, email education@gnyada.com , or register online at www.gnyada.com/education .

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T A B L E O F C O N T E N T S

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Workshops & Seminars At-a-Glance

GNYADA Dealer Essentials Seminars

GNYADA Webinars

September Seminars

October Seminars

November Seminars

December Seminars

January Seminars

February Seminars

March Seminars

April Seminars

May Seminars

June Seminars

July Seminars

August Seminars

Costs and Policies

Meet the Instructors

2 0 1 8 - 1 9 W O R K S H O P S

BDC/PHONE SUPPORT BDC & SALES BOOT CAMP Wednesday, September 12, 2018 Wednesday, January 16, 2019

DEALER WEBINARS ONBOARDING FOR SUCCESS – ESSENTIAL PROGRAMS, CHECKLIST & TOOLS TO BOOST NEW HIRE’S PRODUCTIVITY october 10, 2018 BOOST EMPLOYEE RETENTION & AVOID LOSING SEASONED TALENT december 12, 2018 KEEP YOUR DEALERSHIP COMPLIANT WITHOUT SCARING OFF EMPLOYEES February 13, 2019 INVESTIGATIONS WITHOUT HESITATION april 17, 2019 DEALERSHIP RISK MANAGEMENT BEST PRACTICES June 19, 2019 DMV BILLING BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS tuesday, december 4, 2018 tuesday, april 9, 2019 tuesday, august 6, 2019 DMV BILLERS’ WORKSHOP: PROCESSING OUT-OF-STATE TRANSACTIONS F&I PROFITABILITY & COMPLIANCE IN F&I thursday, november 8, 2018 thursday, June 27, 2019 ACHIEVING F&I EXCELLENCE tuesday, February 19, 2019 thursday, July 18, 2019 tuesday, February 5, 2019 Wednesday, July 9, 2019

Wednesday, april 10, 2019 Wednesday, July 10, 2019

FIRST CLASS PHONE MANNERS FOR RECEPTIONISTS

Wednesday, october 17, 2018 Wednesday, march 6, 2019

MANAGE & COACH BDC AGENTS FOR SUCCESS

Wednesday, november 7, 2018 Wednesday, February 13, 2019 Wednesday, June 5, 2019

SUCCESSFUL COMMUNICATIONS Wednesday, december 5, 2018 Wednesday, march 13, 2019 DEALER ESSENTIALS ANNUAL LABOR LAW SEMINAR

thursday, october 18, 2018 or Wednesday, october 24, 2018

GNYADA TAX SEMINAR Wednesday, november 14, 2018

OSHA COMPLIANCE SEMINAR Wednesday, march 13, 2019

SPRING LABOR LAW thursday, may 16, 2018

INFORMATION SECURITY GUIDELINES FOR AUTOMOTIVE DEALERSHIPS

thursday, march 14, 2019 thursday, august 8, 2019

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& S E M I N A R S

SALES

MANAGEMENT FIVE PRINCIPLES OF EVERY EXCEPTIONAL TEAM thursday, September 20, 2018

THE WALK-A-ROUND: AN IMPORTANT CLOSING TOOL! thursday, September 13, 2018

GNYADA SALES ACADEMY tuesday, october 9 & Wednesday, october 10, 2018 Wednesday, January 23 & thursday, January 24, 2019 Wednesday, may 22 & thursday, may 23, 2019 SALES MANAGER BOOT CAMP tuesday, october 23, 2018 Wednesday, march 6, 2019 MAXIMIZE PROFITS IN PREOWNED VEHICLES tuesday, october 30, 2018 DEAL-KILLING SALES OBJECTIONS AND HOWTO OVERCOME THEM Wednesday, december 12, 2018

IMPROVE YOUR HIRING PROCESS tuesday, october 9, 2018 tuesday, may 14, 2019 THE MANAGEMENT TRANSITION – KEY SKILLS FOR NEW SUPERVISORS thursday, november 15, 2018 MANAGING DIFFICULT PEOPLE thursday, december 13, 2018 Wednesday, July 24, 2019 SUCCESSFUL TEAM MANAGEMENT tuesday, January 22, 2019 tuesday, June 4, 2019 ADVANCED MANAGEMENT SKILLS AND TECHNIQUES thursday, February 7, 2019 TRANSFORM MANAGEMENT SKILLS INTO LEADERSHIP SKILLS tuesday, march 19, 2019 SERVICE DRIVING CONSISTENT SUCCESS

ADVANCED NEGOTIATION SKILLS Wednesday, February 20, 2019 Wednesday, June 12, 2019 THE DIFFERENT BUYER PERSONAS AND HOWTO SELL TO THEM tuesday, February 26, 2019 MEET & GREET & QUALIFYING FOR

PROPER SELECTION thursday, march 7, 2019 Wednesday, august 14, 2019 MASTER THE WALK-A-ROUND & TEST RIDE thursday, march 7, 2019 Wednesday, august 14, 2019 WINNING AT AUTOMOTIVE SALES tuesday, april 16, 2019 Wednesday, July 17, 2019 UNCOVER THE SECRETS OF OUTSTANDING CUSTOMER SERVICE Wednesday, may 1, 2019

IN THE SERVICE DRIVE tuesday, September 18, 2018 thursday, January 17, 2019 tuesday, June 25, 2019

SERVICE ADVISOR’S GUIDE TO SELLING SERVICE AND REPAIR

thursday, october 25, 2018 Wednesday, may 15, 2019

To reserve your seat today, or if you have any questions, please contact: Carole Rogner I Professional Development Coordinator I Carole@gnyada.com I 718.640.2012 or register online: www.gnyada.com/education

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The GNYADA Dealer Essentials Seminars address: the complex… the vital… the real-world… the practical… and the legal issues dealers face every day. Dealer Essentials Seminars

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 learn not only from course materials but also from the real-world application of those lessons. mark your calendars for the 2018-2019 gnyada dealer essentials seminars!

Annual Labor Law Seminar October 18, 2018 or October 24, 2018 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 deal- ers on the most significant challenges and provide practical solutions to everyday problems.

OSHA Compliance Seminar March 13, 2019

This information-packed seminar will provide dealers with a comprehensive update on the latest OSHA re- quirements and discuss strategies to successfully meet these stringent standards in the ever-changing workplace environment.

GNYADA Tax Seminar November 14, 2018

Spring Labor Law Panel Discussion May 16, 2019 Staying informed about changing labor laws is a chal- lenging task for all employers. This panel discussion will address dealer questions and help dealers under- stand and respond to the complexities of current labor laws.

This seminar features speakers with the knowledge, expertise, and communication skills to explain tax de- velopments and share practical solutions and plan- ning opportunities relating to day-to-day state and local tax issues dealers face.

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Experience GNYADA’s educational offerings from the comfort and convenience of your own dealership with

GNYADA Dealer Webinars gnyada dealer webinars are presented through clickmeeting. clickmeeting is an engaging and interactive browser-based program that works on all operating systems and devices. it allows attendees to actively partici- pate via polling and question/answer sessions. no it skills, installation, or setup is necessary. gnyada dealer webinars offer engaging sessions on a number of relevant topics for franchised new car dealers in metro new york. these 60-minute live and on-demand webinars feature one or more industry professionals highly experienced in the subject matter.

2018-2019 GNYADA Webinars

Onboarding for Success – Essential Programs, Checklist & Tools to Boost New Hire’s Productivity October 10, 2018 • 11:00am Employers today are tasked with the challenge of making sure that new hires feel welcomed, valued, and prepared for what lies ahead of them. This webinar will provide you with proven strate- gies &methodologies of introducing employees to the job, work environment, and co-workers.

Investigations Without Hesitation April 17, 2019 • 11:00am Investigations are part-and-parcel of human resources. Are you conducting them as well as you could? This webinar will review the basics, discuss best practices, and teach you how to handle the unexpected.

Dealership Risk Management Best Practices June 19, 2019 • 10:00am

Boost Employee Retention & Avoid Losing Seasoned Talent December 12, 2018 • 11:00am

Dealership Risk Management is the process of identifying, ana- lyzing and modifying employee behavior to minimize the ad- verse effects of preventable losses.This webinar will provide best practices every dealer should focus on implementing.

It takes a lot of time, effort and money to groom an employee and to finally get the returns on an employer's investment. Therefore, it is critical for employers to implement practices and precautions to avoid losing groomed talent to your competitors. This webinar will discuss strategies to keep your most talented employees engaged and motivated for long-term employment.

Keep Your Dealership Compliant Without Scaring Off Employees February 13, 2019 • 10:00am

The only constant is change when it comes to compliance at your dealership. Regulations change. Your dealership changes. You enact new policies and procedures. But how can your com- pany evolve AND keep your employees from throwing in the towel? This webinar will discuss how your dealership can im- prove its culture of compliance while maintaining employee en- gagement and satisfaction.

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S E P T E M B E R 2 0 1 8

BDC & SALES BOOT CAMP Selling appointments that show

THE WALK-A-ROUND PRESENTATION: AN IMPORTANT CLOSING TOOL! Start the closing process the moment the customer sits in the vehicle

Wednesday, September 12, 2018

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timE 10:00am - 4:00pm inStructor Mark Rodriguez, Auto Client Care, Inc.

thursday, September 13, 2018

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timE 10:00am - 4:00pm inStructor Frank Phillips, FCP-Sales Masters

mEmBEr FEE $175.00 non-mEmBEr $300.00

mEmBEr FEE $175.00 non-mEmBEr $300.00

Powerful and effective techniques for Bdc communication skills.

Learn how to win more sales by justifying the price and building customer trust during the walk-a-round.

Discover proven strategies to make the most of every phone call. Learn how to set solid appointments, effective objection handling, and more. Included are participant workbooks, tailored role-plays, and real-time phone coaching.

A well-organized walk-a-round presentation is an important step in the sales process. Done well, it drives logic and emotion for prospects to buy or lease a vehicle with certain features. It’s a closing tool that can make or break a deal.

attendees will learn how to:

n Distinguish words and phrases that can be used to demonstrate interest and support

attendees will learn how to:

n Select the right language to convey your message

n Avoid using negative terminology and replace with positive phrases

n Keep presentations organized and effective n Present product knowledge in a compelling fashion

n Identify key words to work into speech to build rapport n Keep a call on track and arrive at a positive outcome

n Build value in a vehicle to justify its price

Keep the sales process seamless

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DRIVING CONSISTENT SUCCESS IN THE SERVICE DRIVE the training and coaching you need to thrive in today’s market

FIVE PRINCIPLES OF EVERY EXCEPTIONAL TEAM increase cohesion on any team by introducing this concept

tuesday, September 18, 2018

thursday, September 20, 2018

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timE 10:00am - 4:00pm inStructor Frank Phillips, FCP-Sales Masters

timE 10:00am - 1:00pm inStructor Kiki Orski, Peak Performance

mEmBEr FEE $175.00 non-mEmBEr $300.00

mEmBEr FEE $120.00 non-mEmBEr $200.00

time tested results to maximize Service advisor performance.

teams are comprised of individuals, and the focus of this programwill be on how to be a good teammate.

Learn practices that are essential to increase revenues, improve survey scores and excel in customer retention. Service Advisors will learn methods to manage vehicle service from start to finish, including communicating with customers, handling objections, and upselling services.

Explore the top five principles of team building and identify what can be done to increase cohesion, effectiveness, and productivity. This class ap- plies to every staffmember of your dealership with the focus on collective employee success as the end result.

Participants will learn:

Participants will learn how to: Build vulnerability based trust n

n Selling techniques for communicating needed service(s)

n Methods to build rapport with every client n To sell service based on the customer’s needs

Engage in healthy conflict

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n Gain commitment from teammembers n Promote peer to peer accountability

n Techniques for handling objections throughout the process n How to ensure trust and credibility in customer relationships

n Emphasize collective results that define team success

I had an amazing experience. The seminar was very informative and helpful. Mr. Rodriguez did an outstanding job and I would recommend this seminar to everybody. I’m very grateful to have had the opportunity to attend. The used car specific/ general inbound outline was the most helpful for me. Mr. Rodriguez is extremely knowledgeable and presented the methods and format very professionally. – Tia Bradford Smith Haven Auto “ ” BDC & SALES BOOT CAMP

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O C T O B E R 2 0 1 8

IMPROVE YOUR HIRING PROCESS attract those who might be open to pursuing the right job opportunity

FIRST CLASS PHONE MANNERS FOR RECEPTIONISTS the musts of telephone best practices

tuesday, october 9, 2018

Wednesday, october 17, 2018

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timE 10:00am - 1:00pm inStructor Bill McAndrews, William D. McAndrews & Associates

timE 10:00am - 1:00pm inStructor Mark Rodriguez, Auto Client Care, Inc.

mEmBEr FEE $120.00 non-mEmBEr $200.00

mEmBEr FEE $120.00 non-mEmBEr $200.00

Hiring and retaining the best talent is tough, learn to grow talent!

Learn to gain control of the call, ask the right questions, transfer calls effectively, and close each call successfully.

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 in the marketplace as a desired destination for top talent.

This highly interactive seminar provides best practices for all phases of a customer call, including opening, closing, and hold/transfer techniques. Learn what to say to ensure proper etiquette and a positive outcome.

in this course, attendees will learn:

attendees will learn how to:

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

n Identify the components of an effective opening n Avoid the most common telephone etiquette problems n Practice the recommended techniques for transferring callers or putting them on hold n Identify ways to effectively close the call to leave the customer with a positive impression

n Best utilize voicemail communications

GNYADA SALES ACADEMY covering every phase of the selling process, from prospecting to delivery

tuesday, october 9 & Wednesday, october 10, 2018

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timE 10:00am - 4:00pm EacH daY inStructor Ken Carlson, F&I Resources

mEmBEr FEE $199.00 non-mEmBEr $350.00

this seminar is a goldmine of surefire techniques to help you win more deals.

Annual Labor Law Seminar October 18, 2018 or October 24, 2018 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 deal- ers on the most significant challenges and provide practical solutions to everyday problems.

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:

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 Techniques for working around negative feedback n How to negotiate agreements and close deals

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SALES MANAGER BOOT CAMP “i’ve been promoted to Sales manager, now what?”

MAXIMIZE PROFITS IN PREOWNED VEHICLES ramp up your dealership’s used car sales profits

tuesday, october 23, 2018

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timE 10:00am - 4:00pm inStructor Ken Carlson, F&I Resources

tuesday, october 30, 2018

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timE 10:00am - 4:00pm inStructor Frank Phillips, FCP-Sales Masters

mEmBEr FEE $175.00 non-mEmBEr $300.00

mEmBEr FEE $175.00 non-mEmBEr $300.00

Learn techniques on how to effectively work with your sales team.

Learn to put your used vehicle department on the road to greater profitability.

Participants will learn:

n How to gain a firm commitment and maximize gross profit n ECOA – NADA Finance Policy & Sales Compliance n How to set the stage for an effective negotiation process that results in overall higher total customer yield

Effectively managing your preowned inventory is the ultimate goal of any used vehicle department. Explore the strategies, processes and functions that will transform your used vehicle department into a profit-producing powerhouse.

n How to run effective sales meetings

n How to recruit, interview, and hire new Salespeople

attendees will learn how to:

n Approach used vehicle inventory management

SERVICE ADVISOR’S GUIDE TO SELLING SERVICE AND REPAIR the ultimate game plan on increasing hours per r.o.

Buy vehicles at the right price

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n Price preowned vehicles correctly for sale

Sell used vehicles

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n Carry out proper wholesale disposal

thursday, october 25, 2018

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timE 10:00am - 4:00pm inStructor Ken Carlson, F&I Resources

GNYADA SALES ACADEMY

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mEmBEr FEE $175.00 non-mEmBEr $300.00

It was well structured and covered the most important automotive sales areas. Negotiation techniques and presentation of info will help me the most. It was presented efficiently and with a comedic effect to keep a listener like me more focused.

Learn to achieve peak performance, increase sales, and maximize customer satisfaction.

Learn how to communicate the importance of vehicle maintenance to cus- tomers while increasing service-driven profits. Also learn to overcome common objections, telephone closing techniques, building CSI, handling difficult customers, and much more.

”

Participants will learn:

n Selling techniques to get customers to agree on needed service(s) n Methods to build rapport and learn about the customer n How to position service needs based on benefit to the customer n Techniques for handling objections throughout the process n How to ensure trust and credibility in customer relationships

– Laurence Hall Sun Buick GMC

WEBINAR: ONBOARDING FOR SUCCESS – ESSENTIAL PROGRAMS, CHECKLIST & TOOLS TO BOOST NEW HIRE’S PRODUCTIVITY october 10, 2018 | 11:00 am This webinar will provide you with proven strategies & methodologies of introducing employees to the job, work environment, and co-workers.

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N O V E M B E R 2 0 1 8

PROFITABILITY & COMPLIANCE IN F&I Essential knowledge every F&i manager must master to be successful

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

thursday, november 8, 2018

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timE 10:00am - 4:00pm inStructor Judy Vann Karstadt, JV Solutions LLC

thursday, november 15, 2018

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timE 10:00am - 1:00pm inStructor Bill McAndrews, William D. McAndrews & Associates

mEmBEr FEE $175.00 non-mEmBEr $300.00

mEmBEr FEE $120.00 non-mEmBEr $200.00

Learn to provide customers with a great experience through complete disclosure, integrity and a customer friendly F&i process.

Learn practical strategies guaranteed to make your transition to supervisor a smooth one.

F&I 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.

You’ve recently been selected to become a new supervisor. Now you’re faced with leading a team, managing workloads andmeeting new objectives. Learn how to successfully handle your new responsibilities.

attendees will learn:

attendees will learn how to:

n The complete consumer privacy and information security rules n The regulatory maze that surrounds disclosure requirements n The requirements on how to handle credit analyses n Proper techniques for presenting products and services n Best practices that contribute to a successful F&I operation

Develop credibility with their team

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n Plan, monitor, and communicate for success

n Motivate, delegate work, and deal with difficult employee situations

n Increase team productivity and satisfaction

n Use different supervisory styles based on individual situations

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PROFITABILITY & COMPLIANCE IN F&I

GNYADA Tax Seminar November 14, 2018

“

Judy was amazing! Very engaging and knowledgeable.

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– Joe Abreu Central Avenue Hyundai

This seminar features speakers with the knowledge, expertise, and communication skills to explain tax de- velopments and share practical solutions and plan- ning opportunities relating to day-to-day state and local tax issues dealers face.

MANAGE AND COACH BDC AGENTS FOR SUCCESS Lead your Bdc to deliver higher performance and better results

Wednesday, november 7, 2018

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 supervisory is- sues in today’s BDC and how supervisors can equip themselves with the knowledge to improve the effectiveness of teammembers, increase morale, and create a team environment that maximizes employee satisfaction, per- formance, and retention.

attendees will learn:

n How to identify the best attributes in BDC supervisors

n The top ten leadership traits and why they’re important in the BDC n The most critical knowledge and skill areas for supervisors n The common mistakes supervisors make in managing BDC teams

To reserve your seat today, or if you have any questions, please contact: Carole Rogner I Professional Development Coordinator I Carole@gnyada.com I 718.640.2012 or register online: www.gnyada.com/education

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D E C E M B E R 2 0 1 8

BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS the essentials to becoming an efficient and effective Biller

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

Wednesday, december 5, 2018

datE

tuesday, december 4, 2018

timE 10:00am - 4:00pm inStructor Mark Rodriguez, Auto Client Care, Inc.

datE

timE 10:00am - 4:00pm inStructor Jean Marie Rugg, General Manager, DMV-DIRECT

mEmBEr FEE $175.00 non-mEmBEr $300.00

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.

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

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

Learn to process DMV transactions, including compliance requirements, hands-on paperwork processing instruction, and how to submit items to the DMV. Upon completion of the seminar, you will understand the requirements for the DMV desk in the dealership and how to set it up to run smoothly and accurately.

attendees will learn to:

n Identify types of sales 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 about:

n The process of registering vehicles in the dealership n The various DMV forms, including reports of sale, titles, and odometer disclosure n The fees associated with new vehicle registration transactions

n The specific terms used in registration processing

The timelines imposed by DMV

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Register online: www.gnyada.com/education or call 718.640.2012 today!

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DEAL-KILLING SALES OBJECTIONS AND HOWTO OVERCOME THEM Learn how to recognize and resolve objections throughout the sales process

MANAGING DIFFICULT PEOPLE never fall victim to those who have the potential to make life miserable

thursday, december 13, 2018

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Wednesday, december 12, 2018

timE 10:00am - 1:00pm inStructor Bill McAndrews, William D. McAndrews & Associates

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timE 10:00am - 4:00pm inStructor Frank Phillips, FCP-Sales Masters

mEmBEr FEE $120.00 non-mEmBEr $200.00

mEmBEr FEE $175.00 non-mEmBEr $300.00

Learn to make managing challenging employees and coworkers easier.

Learn how to navigate the toughest customer scenarios and move quickly to the close.

Learn strategies for getting adversaries to cooperate, bullies to back off, wall- flowers 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.

Objections can occur anywhere in the selling process. Revealing and dealing with them can be a challenging intellectual and psychological exercise. This seminar equips you with skills to overcome these obstacles to closing the deal.

attendees will learn to:

attendees will learn:

n Handle objections throughout the selling process n Understand the different types of objections n Acknowledge the customer's objection and redirect it n Ask questions that will uncover core objections and define them n Gain agreement when answering customer’s objections

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 in dealing with a problem person

n How to deal with employees who may offend others n How to manage a mix of older and younger employees

WEBINAR: BOOST EMPLOYEE RETENTION & AVOID LOSING SEASONED TALENT december 12, 2018 | 11:00 am It takes a lot of time, effort and money to groom an employee and to finally get the returns on an employer's investment. Therefore, it is critical for employers to implement practices and precautions to avoid losing groomed talent to your com- petitors. This webinar will discuss strategies to keep your most talented employees engaged and motivated for long-term employment.

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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

J A N U A R Y 2 0 1 9

BDC & SALES BOOT CAMP Selling appointments that show

DRIVING CONSISTENT SUCCESS IN THE SERVICE DRIVE the training and coaching you need to thrive in today’s market

Wednesday, January 16, 2019

datE

timE 10:00am - 4:00pm inStructor Mark Rodriguez, Auto Client Care, Inc.

thursday, January 17, 2019

datE

timE 10:00am - 4:00pm inStructor Frank Phillips, FCP-Sales Masters

mEmBEr FEE $175.00 non-mEmBEr $300.00

mEmBEr FEE $175.00 non-mEmBEr $300.00

Powerful and effective techniques for Bdc communication skills.

time tested results to maximize Service advisor performance.

Discover proven strategies to make the most of every phone call. Learn how to set solid appointments, effective objection handling, and more. In- cluded are participant workbooks, tailored role-plays, and real-time phone coaching.

Learn practices that are essential to increase revenues, improve survey scores and excel in customer retention. Service Advisors will learn methods to manage vehicle service from start to finish, including communicating with customers, handling objections, and upselling services.

attendees will learn how to:

n Distinguish words and phrases that can be used to demonstrate interest and support

Participants will learn:

n Select the right language to convey your message

n Selling techniques for communicating needed service(s) n Methods to build a rapport and learn about the customer n To sell service needs based on benefits to the customer n Techniques for handling objections throughout the process n How to ensure trust and credibility in customer relationships

n Avoid using negative terminology and replace with positive phrases

n Identify key words to work into speech to build rapport n Keep a call on track and arrive at a positive outcome

DRIVING CONSISTENT SUCCESS IN THE SERVICE DRIVE

“

Great mixture of knowledge and humor to make it entertaining. As a new Advisor (1.5 weeks) it helped me get better understanding of what to expect.

”

– Gabriel Salcedo Teddy Nissan

To reserve your seat today, or if you have any questions, please contact: Carole Rogner I Professional Development Coordinator I Carole@gnyada.com I 718.640.2012 or register online: www.gnyada.com/education

fourteen 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 TEAM MANAGEMENT Winning teams are made - they don't just happen

GNYADA SALES ACADEMY covering every phase of the selling process, from prospecting to delivery

Tuesday, January 22, 2019

DATE

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

Wednesday, January 23 & Thursday, January 24, 2019

DATE

TIME 10:00am - 4:00pm EAcH DAY InsTrucTor Ken Carlson, F&I Resources

MEMBEr FEE $120.00 non-MEMBEr $200.00

MEMBEr FEE $199.00 non-MEMBEr $350.00

Learn effective leadership skills to inspire and influence your staff to achieve team goals.

This seminar is a goldmine of surefire techniques to help you win more deals.

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

This intensive intro to automotive selling is the starting point for all sales- people. The highly interactive two-day Sales Academy equips participants with the tools and techniques to achieve success in automotive sales.

Attendees will learn:

salespeople will learn:

n How to deal with low performing individuals and teams n Key tips to turning around and building successful teams n Ideas about how to develop, coach, and motivate your team n Methods for setting goals, objectives and tracking performance

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 Techniques for working around negative feedback n How to negotiate agreements and close deals

n How to develop winning team players

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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

F E B R U A R Y 2 0 1 9

DMV BILLERS’ WORKSHOP: PROCESSING OUT-OF-STATE TRANSACTIONS The essential steps to becoming an efficient and effective Biller

MANAGE AND COACH BDC AGENTS FOR SUCCESS Lead your BDc to deliver higher performance and better results

Wednesday, February 13, 2019

DATE

Tuesday, February 5, 2019

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

DATE

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

MEMBEr FEE $175.00 non-MEMBEr $300.00

MEMBEr FEE $120.00 non-MEMBEr $200.00

Learn to motivate BDc agents to increase appointments and raise customer satisfaction.

Learn complex registration and titling transactions that require in depth expertise to properly complete.

This course will focus on the challenges and most common supervisory is- sues in today’s BDC and how supervisors can equip themselves with the knowledge to improve the effectiveness of teammembers, increase morale, and create a team environment that maximizes employee satisfaction, per- formance, and retention.

Learn how to handle the hurdles of an out-of-state vehicle deal, quickly and properly — from stocking to completing title and registration. Each attendee receives a complete reference manual to keep on file at their dealership.

Attendees will learn how to:

Attendees will learn:

n Properly complete required forms for New Jersey, Connecticut, Pennsylvania, and Florida

n How to identify the best attributes in BDC supervisors

n Configure sales tax for each of the different states

n The top ten leadership traits and why they’re important in the BDC n The most critical knowledge and skill areas for supervisors n The common mistakes supervisors make in managing BDC teams

Avoid application rejection

n

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

ADVANCED MANAGEMENT SKILLS AND TECHNIQUES Develop proactive approaches to meet the complex challenges of your team

ACHIEVING F&I EXCELLENCE Maximize every profit opportunity in the F&I office

Tuesday, February 19, 2019

DATE

TIME 10:00am - 4:00pm InsTrucTor Ken Carlson, F&I Resources

Thursday, February 7, 2019

DATE

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

MEMBEr FEE $175.00 non-MEMBEr $300.00

MEMBEr FEE $120.00 non-MEMBEr $200.00

Dramatically increase your F&I sales, profits, and customer satisfaction.

Learn the actions that affect your management efficiency, the team’s performance, and ultimately the dealership’s profitability.

This class is designed to provide F&I managers with the selling skills neces- sary tomaximize every profit opportunity in the F&I office, as well as enhance the customer’s F&I experience. Learn to quickly discover customer needs, demonstrate products, and overcome objections.

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 maximiz- ing team performance.

During this session, participants will learn to:

n How to maximize your F&I revenues

n Solutions for overcoming objections and closing sales n How the F&I process can add value to the purchase experience for your customers n How to take the pressure out of the F&I selling process

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

Solve problems creatively

n

n Make sound decisions and effectively manage time

sixteen 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

ADVANCED NEGOTIATION SKILLS Equip yourself with innovative negotiation strategies to excel in sales

THE DIFFERENT BUYER PERSONAS AND HOWTO SELL TO THEM sales training has taught you many skills, however, it didn’t prepare you for the different personalities you will face

Wednesday, February 20, 2019

DATE

TIME 10:00am - 4:00pm InsTrucTor Ken Carlson, F&I Resources

Tuesday, February 26, 2019

DATE

TIME 10:00am - 1:00pm InsTrucTor Kiki Orski, Peak Performance

MEMBEr FEE $175.00 non-MEMBEr $300.00

MEMBEr FEE $120.00 non-MEMBEr $200.00

Learn how to steer all customer negotiations toward a win-win outcome.

To maximize your sales success, learn to adapt your tactics to different personality types.

Today’s customers are more sophisticated and knowledgeable than ever; to reach successful outcomes with buyers, sales professionals must now be master negotiators. This class focuses on the developing and strengthen- ing sales negotiation skills, while keeping in mind the need to maintain last- ing, beneficial customer relationships.

Learn to understand the different personas customers have so you can adjust your approach, make quicker connections, and effectively sell to all person- ality types. This session includes an online “Sales Style Assessment” as re- quired pre-work.

Attendees will learn how to:

During this session, participants will learn to:

Build trust when negotiating

n

n Demonstrate how the “deal math” works to ease customer apprehensions n Remove barriers for effective communications n Plan for objections and prepare counter strategies

n Identify each individual’s selling style and how it can impact sales n Quickly recognize the “buying style” of their customer n Flex their own approach to dramatically increase the connections made with potential buyers n Adjust their selling technique to compliment the buying style of their prospective client. Learned something. Excellent quality of presentation, very clear information. Closing and understanding what customers need and qualify for was most helpful. Excellent instructor. – Arame Wade Toyota of Manhattan “ ” ACHIEVING F&I EXCELLENCE

Establish an honorable reputation

n

WEBINAR: KEEP YOUR DEALERSHIP COMPLIANTWITHOUT SCARING OFF EMPLOYEES February 13, 2019 | 10:00 am This webinar will discuss how your dealership can improve its culture of compliance while maintaining employee engagement and satisfaction.

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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

M A R C H 2 0 1 9

FIRST CLASS PHONE MANNERS FOR RECEPTIONISTS The musts of telephone best practices

MEET & GREET & QUALIFYING FOR PROPER SELECTION Identify your customer’s needs

Wednesday, March 6, 2019

Thursday, March 7, 2019

DATE

DATE

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

TIME 10:00am - 1:00pm InsTrucTor Ken Carlson, F&I Resources

MEMBEr FEE $120.00 non-MEMBEr $200.00

MEMBEr FEE $120.00 non-MEMBEr $200.00

Learn to gain control of the call, ask the right questions, transfer calls effectively, and close each call successfully.

Learn how the customer wants to be sold (Hot Buttons) and sell from their point of view. This will assist your sales staff to structure the product pres- entation to the customer’s needs.

This highly interactive seminar provides best practices for all phases of a cus- tomer call, including opening, closing, and hold/transfer techniques. Learn what to say to ensure proper etiquette and a positive outcome.

Participants will learn:

n Make a great first impression for a proper meet and greet n Better understand the customer’s needs and deliver on their expectations n Professionally discuss budget concerns n Build customer trust and loyalty with every sale

Attendees will learn how to:

n Identify the components of an effective opening n Avoid the most common telephone etiquette problems n Practice the recommended techniques for transferring callers or putting them on hold n Identify ways to effectively close the call to leave the customer with a positive impression

MASTER THE WALK-A-ROUND & TEST RIDE steps to properly and professionally present a vehicle to your client

n Best utilize voicemail communications

Thursday, March 7, 2019

DATE

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

TIME 1:30pm - 4:30pm InsTrucTor Ken Carlson, F&I Resources

MEMBEr FEE $120.00 non-MEMBEr $200.00

Wednesday, March 6, 2019

DATE

TIME 10:00am - 4:00pm InsTrucTor Ken Carlson, F&I Resources

Learn presentation techniques that will help you close more deals.

MEMBEr FEE $175.00 non-MEMBEr $300.00

The walk-a-round and test drive are the ideal times to sell a vehicle’s features and benefits to the customer. Learn exciting methods that build product value during this part of the sales process, through demo ride conversations, speaking to the buyer’s motives, and more.

Learn techniques on how to effectively work with your sales team.

Participants will learn:

Attendees will learn how to:

n How to gain a firm commitment and maximize gross profit n ECOA – NADA Finance Policy & Sales Compliance n How to set the stage for an effective negotiation process that results in overall higher total customer yield

n Plan for the most common customer objections to the drive n Target the features that are most valuable to a given customer n Create a natural flow of communicating personalized features and benefits n Control the sale throughout this part of the selling process

n How to run effective sales meetings

n How to recruit, interview, and hire new Salespeople

To reserve your seat today, or if you have any questions, please contact: Carole Rogner I Professional Development Coordinator I Carole@gnyada.com I 718.640.2012 or register online: www.gnyada.com/education

eighteen 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

TRANSFORM MANAGEMENT SKILLS INTO LEADERSHIP SKILLS Move from being a boss to a coach who gets results

Wednesday, March 13, 2019

DATE

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

Tuesday, March 19, 2019

DATE

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

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 to adapt to change, navigate conflicts, and motivate your people.

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

Learn the key components to become an engaging manager that creates confident, inspired, empowered, and enthusiastic teams. Learn to further en- hance the skills that brought you into this position and become the manager that your employees need and want.

Attendees will learn how to:

n Identify types of sales opportunities and how they’re similar n Develop trust, confidence, and rapport in the engagement stage n Outline questioning techniques and sharpen listening skills n Position the solution in a positive way from the customer’s perspective

Participants will learn how to:

n Effectively hold employees accountable for their actions n Meet the diverse needs of all teammembers with proven communication techniques

n Reach the commitment level of the call and close the sale

Motivate people

n

INFORMATION SECURITY GUIDELINES FOR AUTOMOTIVE DEALERSHIPS Establishing and maintaining information security is a journey, not a destination

n Anticipate and resolve conflict situations

n Use delegation to increase productivity and individual growth

Thursday, March 14, 2019

DATE

TIME 10:00am - 1:00pm InsTrucTor Judy Vann Karstadt, JV Solutions LLC

MEMBEr FEE $120.00 non-MEMBEr $200.00

Learn the best practices for building your dealership’s security plan.

The Federal Trade Commission requires franchised automobile dealers to im- plement a Written Customer Information Security Program and an Identity Theft Prevention Program under the direction of an appointed Corporate Compliance Officer and to update their program (annually at a minimum). If you are responsible for the security of your dealership’s data, and your cus- tomer’s data, then this seminar is for you. This seminar will teach you the steps to secure your business data and will cover the mandated policies and procedures you should be following.

OSHA Compliance Seminar March 13, 2019

This information-packed seminar will provide deal- ers with a comprehensive update on the latest OSHA requirements and discuss strategies to suc- cessfully meet these stringent standards in the ever-changing workplace environment.

During this session, participants will learn to:

What the common risk areas are

n

n Key data security plan considerations

n How to identify and quantify your data risk areas n How to best adhere to finance regulations n What you can and can’t do with customer information n A formal program to ensure the security of customer information

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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