Workshops & Seminars for Automobile Dealerships

December 2022

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

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

Tuesday, December 6, 2022

Tuesday, December 13, 2022

DATE

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

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 the customer, 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 the solution in a positive way from the customer’s perspective n Reach the commitment level of the call and close the sale

Learn to make managing challenging employees easier.

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 work with dif fi cult people will allow you to approach your staff with greater con fi dence and your job with more enjoyment. 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 WHAT PEOPLE ARE SAYING: PROFITABILITY & COMPLIANCE IN F & I Learned the compliance laws I need to know. Learned great ways to overcome objections. – Craig Smithtown Kia

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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