Workshops & Seminars for Automobile Dealerships

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Find all the classes your staff needs in one easy location!

WORKSHOPS & SEMINARS FOR AUTOMOBILE DEALERSHIPS

september 2021 - december 2022

Education Committee

Education Team Edward P. Gazzillo Executive Vice President GNYADA Ebony Tineo Education & Training Coordinator

Bill Riedel, Chair John Donaldson

Eleanor Gulla

David Karp

Robert Knapp John LaSorsa

Oliver Brodlieb Chairman of the Board GNYADA

Edward P. Gazzillo Executive Vice President GNYADA

Mark Schienberg President GNYADA

Gary Schimmerling

Randi Siegel

GNYADA Education & Training

The Greater New York Automobile Dealers Association (GNYADA) is excited to announce that we will resume in-person education and training seminars at The Center for Automotive Education & Training (CAET). As al- ways, GNYADA’s priority will be to keep you safe at the CAET while providing a fi rst-class, in-person education for all attendees. As we rev things up, GNYADA will be offering its core education programs revolving around Management, Sales, Service, F&I, BDC, and DMV Registration and Title Clerks throughout the year. We will also continue to offer our weekly Dealer Webinars, Bagels with Bieber, as a bene fi t of membership. GNYADA has been developing and redeveloping education and training curriculums that have enhanced the effectiveness of dealership personnel across metro New York for more than 30 years. GNYADA’s Education & Training programs will help you better respond to changing priorities, meet goals, and make an impact at your dealership. By successfully completing GNYADA programs, you will receive a wealth of practical knowledge immediately applicable to the franchised new car dealership world. All seminars are taught by industry-experts-turned instructor.

Please review the 50-plus education and training options in this catalog to identify the programs that meet your dealership’s needs and contact GNYADA to reserve your seat.

Call 718.746.5900, email Education@gnyada.com , or register online at www.gnyada.com/education .

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

Table of Contents

F & I

BDC

SALES

MGMT

SERVICE

WEBINARS

ESSENTIALS

DMV BILLING

Seminars At-a-Glance . . . . . . . . . . . . . . . . . . . GNYADA Dealer Essentials . . . . . . . . . . . . . . . . . . . GNYADA Webinars . . . . . . . . . . . . . . . . . . . GNYADA Courses . . . . . . . . . . . . . . . . . . . September 2021 . . . . . . . . . . . . . . . . . . . October 2021 . . . . . . . . . . . . . . . . . . . November 2021 . . . . . . . . . . . . . . . . . . . December 2021 . . . . . . . . . . . . . . . . . . . January 2022 . . . . . . . . . . . . . . . . . . . February 2022 . . . . . . . . . . . . . . . . . . . May 2022 . . . . . . . . . . . . . . . . . . . June 2022 . . . . . . . . . . . . . . . . . . . July 2022 . . . . . . . . . . . . . . . . . . . August 2022 . . . . . . . . . . . . . . . . . . . September 2022 . . . . . . . . . . . . . . . . . . . October 2022 . . . . . . . . . . . . . . . . . . . November 2022 . . . . . . . . . . . . . . . . . . . December 2022 . . . . . . . . . . . . . . . . . . . Costs and Policies . . . . . . . . . . . . . . . . . . . Meet the Instructors . . . . . . . . . . . . . . . . . . . March 2022 . . . . . . . . . . . . . . . . . . . April 2022 . . . . . . . . . . . . . . . . . . .

2 4 5 6 6 8

10 12 14 16 18 20 22 24 26 28 30 32 34 36 38 39

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

Education & Training Programs at - a - Glance

BDC/PHONE SUPPORT

BDC & SALES BOOT CAMP n

Wednesday, September 15, 2021 Wednesday, January 12, 2022

Thursday, April 7, 2022 Tuesday, July 12, 2022

n Wednesday, September 14, 2022 FIRST CLASS PHONE MANNERS FOR RECEPTIONISTS n Tuesday, October 19, 2021 n Wednesday, March 16, 2022 n Wednesday, October 12, 2022

MANAGE & COACH BDC AGENTS FOR SUCCESS n

Wednesday, November 10, 2021 Wednesday, February 9, 2022

Tuesday, June 7, 2022

n Thursday, November 10, 2022 SUCCESSFUL COMMUNICATIONS n Wednesday, December 15, 2021 n Tuesday, January 19, 2022 n Wednesday, March 23, 2022 n Wednesday, June 15, 2022 n Tuesday, December 6, 2022

DEALER ESSENTIALS

DMV BILLING

ANNUAL LABOR LAW SEMINAR n October, 2021

BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS n Thursday, September 9, 2021 n Wednesday, December 8, 2021 n Wednesday, April 6, 2022 n Tuesday, August 9, 2022 DMV BILLERS’ WORKSHOP: PROCESSING OUT-OF-STATE TRANSACTIONS n Wednesday, November 17, 2021 n Tuesday, February 8, 2022 n Wednesday, June 8, 2022 n Thursday, October 6, 2022

GNYADA TAX SEMINAR n November, 2021

OSHA COMPLIANCE SEMINAR n January, 2022

SPRING LABOR LAW PANEL DISCUSSION n May, 2022

BE SURE TO CHECK YOUR EMAIL INBOX FOR SPECIFIC SEMINAR TOPICS, DATES, AND TIMES.

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 & I

SALES

ACHIEVING F & I EXCELLENCE n Wednesday, February 23, 2022 n Tuesday, June 21, 2022 INFORMATION SECURITY GUIDELINES FOR AUTOMOTIVE DEALERSHIPS n Thursday, March 17, 2022 n Wednesday, August 10, 2022 PROFITABILITY & COMPLIANCE IN F & I n Thursday, November 18, 2021 n Thursday, June 16, 2022 WHY SHOULD I WORK FOR YOU? n Thursday, October 21, 2021 n Thursday, May 12, 2022 n Wednesday, October 5, 2022 SALES MANAGER BOOT CAMP n Tuesday, October 19, 2021 n Tuesday, March 8, 2022 n Tuesday, October 25, 2022 THE MANAGEMENT TRANSITION: KEY SKILLS FOR NEW SUPERVISORS n Thursday, November 11, 2021 n Thursday, November 10, 2022 DEALING WITH DIFFICULT PEOPLE n Thursday, December 9, 2021 n Thursday, July 14, 2022 n Tuesday, December 13, 2022 ESSENTIALS OF STRATEGIC LEADERSHIP AND MANAGEMENT n Thursday, February 10, 2022 TRANSFORM MANAGEMENT SKILLS INTO LEADERSHIP SKILLS n Tuesday, March 22, 2022 MANAGEMENT

GNYADA SALES ACADEMY n Wed., September 22 & Thur., September 23, 2021 n Wed., January 19 & Thur., January 20, 2022 n Tues., May 24 & Wed., May 25, 2022 n Tues., September 20 & Wed., September 21, 2022 THE DIFFERENT BUYER PERSONAS AND HOW TO SELL TO THEM n Thursday, February 17, 2022 ADVANCED NEGOTIATION SKILLS n Thursday, February 24, 2022 n Wednesday, June 22, 2022 MEET & GREET & QUALIFYING FOR PROPER SELECTION n Wednesday, March 9, 2022 n Tuesday, August 23, 2022 MASTER THE WALK-A-ROUND & TEST RIDE n Wednesday, March 9, 2022 n Tuesday, August 23, 2022 WINNING AT AUTOMOTIVE SALES n Tuesday, April 5, 2022 n Tuesday, July 26, 2022 MAXIMIZE YOUR OWNER RETENTION IN SALES AND SERVICE n Wednesday, May 11, 2022 SERVICE SERVICE ADVISOR’S GUIDE TO SELLING SERVICE AND REPAIR n Wednesday, October 20, 2021 n Thursday, May 26, 2022 n Thursday, October 20, 2022

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

Dealer Essentials

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 not only learn from the course materials, but also from real-world appli- cations.

Be sure to check your email inbox for speci fi c seminar topics, dates, and times.

ANNUAL LABOR LAW SEMINAR October 2021

GNYADA SALES TAX SEMINAR November 2021

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 dealers on the most signi fi cant challenges and provide practical solutions to everyday problems.

This seminar features speakers with the knowledge, expertise and communication skills to explain tax requirements and share practical solutions and planning strategies relating to day-to-day state and local tax is- sues that dealers face.

OSHA COMPLIANCE SEMINAR January 2022

SPRING LABOR LAW PANEL DISCUSSION May 2022 Staying informed about changing labor laws is a challenging task for all employers. This panel discussion will address dealer ques- tions and help dealers understand and re- spond to the complexities of current labor laws.

This information packed seminar will pro- vide dealers with a comprehensive update on the latest OSHA requirements and dis- cuss strategies to successfully meet these stringent standards in this ever-changing workplace environment.

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

GNYADA Dealer Webinars

Bagels with Bieber Thursdays at 11:00 am

GNYADA’s Bagels with Bieber , brings Vice President of Dealer Services, Susan Bieber, together with industry experts to address some of our dealers most pressing issues, including franchise law concerns, economic relief, labor law matters, OSHA compliance, and more. Presenters include:

n James E. McGrath, III, Esq. Bond, Schoeneck & King PLLC

Richard Sox, Esq., Bass Sox Mercer

n Russell P. McRory, Esq. and his team at Arent Fox

Ed McWilliams, Cerini & Associates

n Douglas Clark, Esq., Shenker Russo & Clark LLP

Set your calendar reminder for every Thursday at 11:00 am to join Sue for these important webinars. Bagels with Bieber webinars are a complimentary bene fi t of membership for all GNYADA dealers.

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

September 2021

BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS The essentials to being an ef fi cient and effective Biller

BDC & SALES BOOT CAMP Setting appointments that show

Wednesday, September 15, 2021

DATE

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

Thursday, September 9, 2021

DATE

MEMBER FEE $175.00 NON - MEMBER $300.00

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

Powerful and effective techniques for BDC communica- tion skills. Discover proven strategies to make the most of every phone call. Learn how to set solid appointments, effec- tive objection handling, and more. Included are partici- pant workbooks, tailored role-plays, and real-time phone coaching. Attendees will learn how to: n Distinguish words and phrases that can be used to demonstrate interest and support n Select the right language to convey your message n Avoid 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.

MEMBER FEE $175.00 NON - MEMBER $300.00

Streamline your billing process, making it faster and more accurate. Learn to process DMV transactions, including compliance requirements, proper paperwork completion, and how to submit items to the DMV. Upon completion, you will un- derstand the requirements of working the DMV desk in the dealership and how to set it up to run smoothly and accurately. Attendees will learn about: n The process of registering vehicles n The various DMV forms, including reports of sale, titles, and odometer disclosure n The fees associated with vehicle registrations n The speci fi c terms used in registration processing n The timelines imposed by DMV

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

GNYADA SALES ACADEMY Winning strategies for every phase of the selling process

WHAT PEOPLE ARE SAYING: SUCCESSFUL COMMUNICATIONS The perfect course to get your feet wet in a BDC position. Even as a refresher, Mark was fantastic! – Jacyln Rallye Motors

Wednesday, September 22 & Thursday, September 23, 2021

DATES

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

MEMBER FEE $199.00 NON - MEMBER $350.00

A goldmine of sure fi re techniques to help you win more deals. 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

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

October 2021

IMPROVE YOUR HIRING PROCESS Attract the talent you are looking for

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

Tuesday, October 12, 2021

DATE

TIME 10:00am - 1:00pm INSTRUCTOR BIll McAndrews,

Tuesday, October 19, 2021

DATE

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

William D. McAndrews & Associates

MEMBER FEE $120.00 NON - MEMBER $200.00

Hiring the best talent is tough. Learn how to land the top prospects for every position in your dealership. 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 de- sired destination for top talent. In this course, attendees will learn: n Ways to optimize your employer value proposition n 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

Learn to control calls, ask the right questions, and pro- mote a professional atmosphere at the dealership.

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. Attendees will learn 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 n Best utilized voicemail communications WHAT PEOPLE ARE SAYING: FIRST CLASS PHONE MANNERS FOR RECEPTIONISTS Great instructor. Great presentation. Great information. – Zakyyah Millennium Toyota

ANNUAL LABOR LAW SEMINAR October 2021

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

SERVICE ADVISOR’S GUIDE TO SELLING SERVICE AND REPAIR The ultimate game plan on increasing hours per R.O. and gross retention

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

Thursday, October 21, 2021

DATE

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

Wednesday, October 20, 2021

DATE

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

MEMBER FEE $175.00 NON - MEMBER $300.00

Learn how to effectively work with your sales teams.

Learn how to communicate the importance of vehicle maintenance to customers while increasing service-dri- ven pro fi ts. Also learn to overcome common objections, telephone closing techniques building CSI, handling dif fi - cult customers, and much more. Participants will learn: n Strategies to get customers to agree on needed services n Methods to build rapport and learn about the customer n Position service needs based on the customer’s bene fi t n How to ensure trust and credibility in customer relation

General Sales and Sales Managers will learn the tools, tactics, and techniques for building and sustaining a high-performing sales team that hits its numbers every month. Participants will learn: n Improve your ability to increase your team's productivity n ECOA – NADA Finance Policy & Sales Compliance n Set the stage for an effective negotiation process that results in overall higher total customer yield n How to run effective sales meetings n How to hire and successfully retain A-level people all the time

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

November 2021

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

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

Wednesday, November 10, 2021

Thursday, November 11, 2021

DATE

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

TIME 10:00am - 1:00pm INSTRUCTOR BIll McAndrews,

MEMBER FEE $175.00 NON - MEMBER $300.00

William D. McAndrews & Associates

MEMBER FEE $120.00 NON - MEMBER $200.00

Learn to motivate BDC agents to increase appointments and raise customer satisfaction. This course will focus on the challenges and most com- mon management issues in today’s BDC departments. Supervisors will equip themselves to improve the effec- tiveness of teammembers, increase morale and create a working environment that maximizes satisfaction, per- formance, and retention. Attendees will learn: n How to identify the best attributes in BDC supervisors n The top 10 leadership traits and why they’re important n The most critical knowledge and skill areas for supervisors n Common errors supervisors make in managing BDC teams

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

Attendees will learn how to: n Develop credibility with your team

n Plan, monitor, and communicate for success n Motivate, delegate work, and deal with dif fi cult situations n Increase team productivity and satisfaction n Use different supervisory styles based on the situation

WHAT PEOPLE ARE SAYING: DEALING WITH DIFFICULT PEOPLE

Very informative and clear presentation. Excellent knowledge of the topic. Really, really relevant information. Learned some new techniques. Things will be a lot better at the dealership.

– Jose Teddy Nissan

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

DMV BILLERS’ WORKSHOP: PROCESSING OUT - OF - STATE TRANSACTIONS Ef fi ciently and effectively process out - of - state deals

PROFITABILITY & COMPLIANCE IN F & I Provide customers with a great experience through complete disclosure, integrity, and a customer friendly F & I process

Wednesday, November 17, 2021

Thursday, November 18, 2021

DATE

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

TIME 10:00am - 4:00pm INSTRUCTOR Judy Vann Karstadt, JV Solutions LLC

MEMBER FEE $175.00 NON - MEMBER $300.00

MEMBER FEE $120.00 NON - MEMBER $200.00

Essential knowledge every F & I Manager must master to be successful. F & I pro fi tability is a product of complete integrity. Cus- tomers 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 compli- ance with the law. Attendees will learn the: n Complete consumer privacy and information security rules n Regulatory maze that surrounds disclosure requirements n 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

Learn complex registration and titling requirements for out-of-state transactions.

Learn how to handle the added hurdles of an out-of-state vehicle deal, quickly and properly – from stocking to com- pleting title and registration. Each attendee receives a complete reference manual to keep on fi le at their dealer- ship. Attendees will learn how to: n Properly complete required forms for New Jersey, Connecticut, Pennsylvania, and Florida n Con fi gure sales tax for each of the different states n Avoid application rejection n Handle the different types of transactions (lease vs. retail)

GNYADA TAX SEMINAR November 2021

This seminar features speakers with the knowledge, expertise and communication skills to explain tax development and share practical solutions and planning opportuni- ties relating to day-to-day state and local tax issues dealers face.

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

December 2021

BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS The essentials to being an ef fi cient and effective Biller

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

Thursday, December 9, 2021

DATE

TIME 10:00am - 1:00pm INSTRUCTOR BIll McAndrews,

Wednesday, December 8, 2021

DATE

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

William D. McAndrews & Associates

MEMBER FEE $120.00 NON - MEMBER $200.00

MEMBER FEE $175.00 NON - MEMBER $300.00

Learn to make managing impossible employees easier.

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

Learn strategies for getting adversaries to cooperate, bul- lies to back off, wall fl owers to open up, and complainers to think before they speak. Knowing how to deal with dif fi cult people at work will allow you to approach your staff with greater con fi dence and your job with more en- joyment. Attendees will learn: n How to work with / work around negative people n The dos and don’ts of communicating with any dif fi cult person n When to go to a third party for help dealing with a problem person n How to handle employees who may offend others n How to manage a mix of older and younger employees

Learn to process DMV transactions, including compliance requirements, processing instructions, and how to sub- mit items to the DMV. Upon completion, you will under- stand the requirements for the DMV desk in the dealership and how to set it up to run smoothly and ac- curately. 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 registrations n The speci fi c terms used in registration processing n The timelines imposed by DMV

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

THE SECRET TO SUCCESSFUL COMMUNICATION Fine - tune your techniques to become a better communicator

WHAT PEOPLE ARE SAYING: BDC & SALES BOOT CAMP Not my first time here. I have been doing BDC classes for years. As always, it’s good to refresh and go back to the basics. Mr. Rodriguez is great at what he does.

Wednesday, December 15, 2021

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 bene fi t them and gain commitment for next steps. Attendees will learn to: n Identify types of opportunities and how they’re similar n Develop trust, con fi dence, and rapport in the engagement stage n Outline questioning techniques and sharpen listening skills for the discovery process n Position solutions in a positive way from the customer’s perspective n Reach the commitment level of the call and close the sale

Felicia Smith Haven Auto Group

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

January 2022

BDC & SALES BOOT CAMP Setting appointments that show

SUCCESSFUL TEAM MANAGEMENT Winning teams are made – they don’t just happen

Wednesday, January 12, 2022

Tuesday, January 18, 2022

DATE

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

TIME 10:00am - 1:00pm INSTRUCTOR BIll McAndrews,

MEMBER FEE $175.00 NON - MEMBER $300.00

William D. McAndrews & Associates

MEMBER FEE $120.00 NON - MEMBER $200.00

Powerful and effective techniques for BDC staff.

Learn effective leadership skills to inspire and in fl uence your staff to achieve team goals. Learn strategies and facilitation techniques for building great teams and creating successful dynamics. You will develop skills that enhance communication and trust, and align teammembers around shared goals so they can effectively plan, communicate, execute, and deliver. Attendees will learn: n How to deal with low performing 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 How to develop winning team players

Discover proven strategies to make the most of every phone call. Learn how to set solid appointments, effec- tive objection handling, and more. Included are partici- pant workbooks, tailored role-plays, and real-time phone coaching. Attendees will learn how to: n Distinguish words and phrases that can be used to demonstrate interest and support n Select the right language to convey your message 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

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

GNYADA SALES ACADEMY Winning strategies for every phase of the selling process

WHAT PEOPLE ARE SAYING: ACHIEVING F & I EXCELLENCE Training class was great. Learned a lot of new techniques which I will be implementing at work. – Julio Rallye Acura

Wednesday, January 19 & Thursday, January 20, 2022

DATES

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

MEMBER FEE $199.00 NON - MEMBER $350.00

A goldmine of sure fi re techniques to hep you win more deals. 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

OSHA COMPLIANCE SEMINAR January 2022

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

February 2022

DMV BILLERS’ WORKSHOP: PROCESSING OUT - OF - STATE TRANSACTIONS Ef fi ciently and effectively process out - of - state deals

MANAGE AND COACH BDC AGENTS FOR SUCCESS Lead your BDC to deliver better results

Wednesday, February 9, 2022

DATE

Tuesday, February 8, 2022

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. This course will focus on the challenges and most com- mon management issues in today’s BDC departments. Supervisors will equip themselves to improve the effec- tiveness of teammembers, increase morale, and create a working environment that maximizes satisfaction, per- formance, and retention. Attendees will learn: n How to identify the best attributes in BDC supervisors n The top 10 leadership traits and why they’re important n The most critical knowledge and skill areas for supervisors n Common errors supervisors make in managing teams

Learn the complex registration and titling process for out- of-state transactions that require in-depth expertise to properly complete. Learn how to handle the added hurdles of an out-of-state vehicle deal, quickly and properly – from stocking to com- pleting title and registration. Each attendee receives a complete reference manual to keep on fi le at their dealer- ship. Attendees will learn how to: n Properly complete required forms for New Jersey, Connecticut, Pennsylvania, and Florida n Con fi gure sales tax for each of the different states n Avoid application rejection n Handle the different types of transactions (lease vs. retail)

ESSENTIALS OF STRATEGIC LEADERSHIP AND MANAGEMENT Develop proactive approaches to meet the complex challenges of your team

Thursday, February 10, 2022

DATES

TIME 10:00am - 1:00pm INSTRUCTOR BIll McAndrews,

William D. McAndrews & Associates

MEMBER FEE $120.00 NON - MEMBER $200.00

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 maximizing team performance. 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 n Solve problems creatively n Make sound decisions and effectively manage time

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

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

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

Thursday, February 24, 2022

DATES

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

Thursday, February 17, 2022

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. Learn to understand the different personas customers have so you can adjust your approach, make quicker con- nections, and effectively sell to all personality types. This session includes an online “Sales Style Assessment” as re- quired pre-work. During this session, participants will learn to:: n Identify individual selling styles and how they 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 techniques to compliment the buying style of their prospective client

Today’s customers are more sophisticated and knowl- edgeable than ever; to reach successful outcomes with buyers, sales professionals must now be master negotia- tors. This class focuses on the developing and strengthen- ing of sales negotiation skills, while keeping in mind the need to maintain lasting, bene fi cial customer relation- ships.

Attendees will learn how to: n Build trust when negotiating

n Use math to ease customer apprehensions n Remove barriers for effective communications n Plan for objections and prepare counter strategies n Establish an honorable reputation

WHAT PEOPLE ARE SAYING: ACHIEVING F & I EXCELLENCE Learned a lot! Excellent presentation, very clear information. Great instructor.

ACHIEVING F & I EXCELLENCE Maximize every pro fi t opportunity in the F & I of fi ce

Wednesday, February 23, 2022

DATE

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

MEMBER FEE $175.00 NON - MEMBER $300.00

Dramatically increase your F & I sales, pro fi ts, and cus- tomer satisfaction.

This class is designed to provide F & I Managers with the selling skills necessary to maximize every pro fi t opportu- nity in the F & I of fi ce, as well as enhance the customer’s & I experience. Learn to quickly discover customer needs, demonstrate products, and overcome objections. During this session, participants will learn how to: n Maximize your F & I revenues n Overcome objections and close sales n Add value to your customer’s purchase experience n How to take the pressure out of the F & I selling process

– Arame Toyota of Manhattan

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

March 2022

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

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

Tuessday, March 8, 2022

DATE

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

Wednesday, March 9, 2022

DATES

MEMBER FEE $175.00 NON - MEMBER $300.00

TIME 1:30 pm to 4:30 pm INSTRUCTOR Ken Carlson, F & I Resources

MEMBER FEE $120.00 NON - MEMBER $200.00

Learn how to effectively work with your sales teams.

General Sales and Sales Managers will learn the tools, tactics, and techniques for building and sustaining a high-performing sales team that hits its numbers every month. Participants will learn: n Improve your ability to increase your team's productivity 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 How to run effective sales meetings n How to recruit, interview and hire new Salespeople

Techniques that will help you close more deals.

The walk-a-round and test drive are the ideal times to sell a vehicle’s features and bene fi ts to the customer. Learn exciting methods that build product value during this part of the sales process, through demo ride conversa- tions, speaking to the buyer’s motives, and more. Attendees will learn how to: n Plan for the most common customer objections to the drive n Target features that are most valuable to a given customer n Create a natural fl ow of communicating personalized features and bene fi ts n Control the sale throughout this part of the selling process FIRST CLASS PHONE MANNERS FOR RECEPTIONISTS The musts of telephone best practices

MEET & GREET: QUICK START TO THE SALE Identify your customer’s needs

Wednesday, March 9, 2022

DATE

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

Wednesday, March 16, 2022

MEMBER FEE $120.00 NON - MEMBER $200.00

DATE

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

MEMBER FEE $120.00 NON - MEMBER $200.00

There are small details that are very important when meeting a prospective car buyer. Remember the saying the “ fi rst impressions are the most important”, that goes for practically everything when it comes to meeting peo- ple and especially when you sell cars for a living. Participants will learn how to: n Make a great fi rst impression for a proper meet and greet n Better understand the customer’s needs and deliver to their expectations n Professionally discuss budget concerns n Build customer trust and loyalty with every sale

Learn to control calls, ask the right questions, and pro- mote a professional atmosphere at your dealership.

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 en- sure proper etiquette and a positive outcome. Attendees will learn 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

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

INFORMATION SECURITY GUIDELINES FOR AUTOMOTIVE DEALERSHIPS Information security is a journey, not a destination

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

Thursday, March 17, 2022

DATE

Tuesday, March 22, 2022

TIME 10:00am - 1:00pm INSTRUCTOR Judy Ann Karstadt, JV Solutions LLC

DATES

TIME 10:00am - 1:00pm INSTRUCTOR BIll McAndrews,

MEMBER FEE $120.00 NON - MEMBER $200.00

William D. McAndrews & Associates

MEMBER FEE $120.00 NON - MEMBER $200.00

Learn the best practices for building your dealership’s in- formation security plan. If you are responsible for the security of your dealership’s data and your customer’s data then this seminar is for you. Learn the steps to secure your business data and the mandated policies and procedures you should be follow- ing. The Federal Trade Commission requires franchised auto- mobile dealers to implement a Written Customer Infor- mation Security Program and an Identity Theft Program under the direction of an appointed Corporate Compli- ance Of fi cer and to update their program (annually at a minimum). During this seminar, participants will learn: n What the common risk areas are n Key data security plan considerations n How to identify and quantify your data risk areas n How to best adhere to fi nance regulations n What you can and can’t do with customer information n A formal program to ensure the security of customer information

Adapt to change, navigate con fl icts, and motivate your people.

Learn the key components to becoming an engaging manager that creates con fi dent, inspired, empowered, and enthusiastic teams. Learn to further enhance the skills that brought you into this position and become the manager that your employees need and want. 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 Motivate people n Anticipate and resolve con fl ict situations n Use delegation to increase productivity and growth

THE SECRET TO SUCCESSFUL COMMUNICATION Fine - tune your techniques to become a better communicator

Wednesday, March 23, 2022

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 basic cus- tomer needs, present solutions that bene fi t the cus- tomer, and gain commitment for next steps. Attendees will learn how to: n Identify types of opportunities and how they’re similar n Develop trust, con fi dence, and rapport n Outline questioning styles and sharpen listening skills n Position the solution in a positive way n Reach commitment of the all and close the sale 19

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

April 2022

BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS The essentials to being an ef fi cient and effective Biller

WINNING AT AUTOMOTIVE SALES Learn the attitude, enthusiasm, and knowledge it takes to win in the car business

Tuesday, April 5, 2022

DATE

Wednesday, April 6, 2022

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

DATE

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

MEMBER FEE $175.00 NON - MEMBER $300.00

Sell more units, hold more gross, and earn excellent CSI scores.

Streamline your billing process, making it faster and more accurate. Learn to process DMV transactions, including compliance requirements, processing instruction, and how to submit items to the DMV. Upon completion, you will understand the requirements for working the DMV desk in the deal- ership and how to set it up to run smoothly and accu- rately. 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 registrations n The speci fi c terms used in registration processing n The timelines imposed by DMV

This powerful one-day advanced sales training will expose both seasoned veterans and rookies to proven techniques that sell more cars and create higher gross pro fi t. It’s a can’t miss opportunity for anyone on your sales fl oor not achieving 100% of their potential every month. Attendees will learn technique for: n Improving the quality of sales conversations n Selling value as opposed to price n Selling from inventory n Selling value through a proper product presentation and demonstration ride n Obtaining commitment and negotiating for pro fi t

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

BDC & SALES BOOT CAMP Setting appointments that show

Thursday, April 7, 2022

DATE

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

MEMBER FEE $175.00 NON - MEMBER $300.00

Powerful and effective techniques for BDC staff.

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. Attendees will learn how to: n Distinguish words and phrases that can be used to demonstrate interest and support n Select the right language to convey your message 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.

WHAT PEOPLE ARE SAYING: BDC & SALES BOOT CAMP

Very well presented. Learned a few pointers. Mark took his time to make us understand the mechanics of the car business. I learned a lot in just 6 hours. I plan on coming back for more training classes in the near future!

– Laura Pepe In fi niti

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

May 2022

MAXIMIZING RETENTION IN SALES AND SERVICE Taking ownership of your customer’s experience

WHY SHOULD I WORK FOR YOU? What makes your dealership a great place to work?

Thursday, May 12, 2022

DATE

Wednesday, May 11, 2022

TIME 10:00am - 1:00pm INSTRUCTOR BIll McAndrews,

DATE

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

William D. McAndrews & Associates

MEMBER FEE $120.00 NON - MEMBER $200.00

Designed for Dealer Principals, GM’s, Fixed Operations Managers, ASM’s, GSM’s, and BDC Managers.

Hiring and retaining the best talent is tough.

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 as a desired destination for top talent. In the course, attendees will learn: n Ways to optimize your employer value proposition n To create a culture where the best employees want to work n Steps for writing effective career pages and job descriptions n To empower employees to act as corporate ambassadors n Techniques to actively build and leverage your brand in the recruitment marketplace GNYADA SALES ACADEMY Winning strategies for every phase of the selling process

At a time when dealership pro fi t 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 re- tain customers from delivery of their vehicle, through the entire vehicle maintenance lifetime and then back into your showroom. Attendees will learn techniques for: 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 and more SPRING LABOR LAW PANEL DISCUSSION May 2022 Staying informed about changing labor laws is a challenging task for all employers. This panel discussion will address dealer ques- tions and help dealers understand and re- spond to the complexities of current labor laws.

Wednesday, May 24 & Thursday, May 25, 2022

DATES

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

MEMBER FEE $199.00 NON - MEMBER $350.00

A goldmine of sure fi re techniques to help you win more deals. This intensive intro to automotive selling is the starting point for all salespeople. The highly interactive two-day Sales Academy teaches skills in appointment set- ting, how to engage customers, what to say during walk- a-rounds and test rides and techniques to negotiate agreements and close deals. 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

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

SERVICE ADVISOR’S GUIDE TO SELLING SERVICE AND REPAIR The ultimate game plan on increasing hours per R.O. and gross retention

Thursday, May 26, 2022

DATE

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

MEMBER FEE $175.00 NON - MEMBER $300.00

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

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