GNYADA 2018-2019 Education Book

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