GNYADA 2017-18 Automotive Dealership Workshops & Seminars

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, April 18, 2018

DATE

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

Thursday, April 19, 2018

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. Attendees will learn how to: Select the right words to convey your message Avoid using negative wording and replace with more positive phrases Identify key phrases to work into speech to build rapport with each customer Identify words and phrases that can be used to demonstrate interest and support Keep a call on track and arrive at a positive outcome Great place, phenomenal instructor. A great new learning experience. – BESA GRAJQEVCI DANA FORD LINCOLN DRIVING CONSISTENT SUCCESS IN THE SERVICE DRIVE

Experience the best practices that are essential to increase revenues, im- prove survey scores and excel in customer retention. Service Advisors will learn methods to manage repair or maintenance service from start to fin- ish including communicating with customers, handling objections, and up- selling services. Participants will learn: Selling techniques for communicating necessary service(s) Methods to build a rapport and learn about the customer To sell service needs based on benefits to the customer Techniques for handling objections throughout the process How to ensure trust and credibility in customer relationships

UNCOVER THE SECRETS OF OUTSTANDING CUSTOMER SERVICE Taking ownership of your customer's experience

Wednesday, April 25, 2018

DATE

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

MEMBER FEE $120.00 NON-MEMBER $200.00

Excellent service does not simply come from a friendly transaction— it is the result of truly understanding your customer’s expectations.

Learn skills and strategies to work effectively with all customers to create a positive impression and build lasting relationships. Participants will learn skills to uncover and understand customers’ needs, communicate effec- tively and professionally, and diffuse potentially unproductive situations. During this session, participants will learn to: Differentiate your service to become a dealer of choice Design standards to create consistent quality service Understand the processes necessary to develop a culture that consistently delivers exceptional service Recover effectively from a service failure and turn it into an opportunity to strengthen customer relationships

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