GNYADA 2017-18 Automotive Dealership Workshops & Seminars

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BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS The essentials to becoming an efficient and effective biller

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

Tuesday, December 05, 2017

Tuesday, December 12, 2017

DATE

DATE

TIME 10:00am-4:00pm INSTRUCTOR Jean Marie Rugg, General Manager, DMV-DIRECT

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

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

Learn to make managing challenging employees and coworkers easier.

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 require- ments for the DMV desk in the dealership, how to set up the desk to run smoothly, and requirements to accurately submit items to the DMV. Attendees will learn about: The process of registering vehicles in the dealership The various DMV forms, including reports of sale, titles and odometer disclosure The fees associated with new vehicle registration transactions The specific terms used in registration processing The timelines imposed by DMV

Learn strategies for getting adversaries to cooperate, bullies to back off, wallflowers to open up, and chronic 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 en- joyment. Attendees will learn: How to work with / work around negative people The dos and don’ts of communicating with any difficult person When to go to a third party for help in dealing with a “problem person”

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

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

Class was great and entertaining. Jean Marie is funny and makes you want to participate. GNYADA’S BILLERS’ WORKSHOP: PROCESSING NEW YORK STATE DMV TRANSACTIONS

Wednesday, December 06, 2017

DATE

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

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.

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

Attendees will learn to: Identify types of sales opportunities and how they’re similar Develop trust, confidence, and rapport in the engagement stage Outline questioning techniques and sharpen listening skills for the discovery process Position the solution in a positive way from the customer’s perspective Reach the commitment level of the call and close the sale

– BETTY HAMPTON HYUNDAI OF LONG ISLAND CITY

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