GNYADA 2017-18 Automotive Dealership Workshops & Seminars

Center for Automotive Education & Training 15-30 Petracca Place Whitestone, NY 11357 718.640.2000

Education Committee • Lee Certilman • Suzanne Cochrane • John Donaldson • Melissa Evans • Robert Knapp • John LaSorsa • Gary Schimmerling • Randi Siegel

Education Team Edward P. Gazzillo Vice President Education & Communications Carole Rogner Professional Development Coordinator

Mark Schienberg GNYADA President

Your dealership’s need for education and training is never-ending.

Dealers’ needs evolve, new challenges arise, and priorities shift. To adapt in a changing environ- ment, your dealership’s staff must continuously enhance its knowledge and skills.

The Greater NewYork Automobile Dealers Association (GNYADA) has developed a curriculum that has enhanced the effectiveness of dealership personnel across metro New York for more than 30 years. GNYADA’s Education and Training programs will help your dealership better respond to changing priorities, meet goals, and make an impact on your organization. By successfully completing GNYADA programs, participants receive a wealth of practical knowledge, immediately applicable to the franchised new car dealership world.

Each course and seminar is taught in real time by an industry-expert-turned-instructor.

Popular program trainings are geared towards:

BDC Communications Customer Service

Labor Law Management

OSHA Compliance Receptionist Skills Sales Service Tax Compliance

Data Protection Digital Marketing DMV Processing Finance and Insurance

Identify the educational programs that meet your dealership's needs from the 50-plus options in this catalog brochure, and contact GNYADA to reserve your seat. Call 718.640.2012, email Educa- tion@gnyada.com , or register online at www.gnyada.com/education .

Table of contents

2 4 5 6 8

2017-2018 Workshops & Seminars At-a-Glance GNYADA Dealer Essentials Seminars GNYADA Webinars September Seminars October Seminars

10 12 14 16 18 20 22 24 26 28 29 30

November Seminars December Seminars January Seminars February Seminars

March Seminars April Seminars

May Seminars June Seminars July Seminars August Seminars Meet the Instructors Costs and Policies

2 0 1 7 - 1 8 W O R K S H O

BDC/PHONE SUPPORT BDC & SALES BOOT CAMP Wednesday, September 13, 2017 Wednesday, January 24, 2018

DEALER WEBINARS PROTECT AGAINST EVER EVOLVING CYBERSECURITY THREATS Tuesday, September 19, 2017

Wednesday, April 18, 2018 Wednesday, July 11, 2018

FINDING THE BEST HEALTH INSURANCE PLAN FOR YOUR DEALERSHIP (100+ Employees) Wednesday, October 04, 2017

FIRST CLASS PHONE MANNERS FOR RECEPTIONISTS Wednesday, October 11, 2017 Wednesday, March 7, 2018 SUCCESSFUL COMMUNICATIONS Wednesday, December 06, 2017 Wednesday, March 14, 2018 DIGITAL MARKETING

ACA COMPLIANCE PROTECTIONS Wednesday, October 25, 2017

DEALER’S GUIDE TO NEWYORK’S PAID FAMILY LEAVE LAW Tuesday, November 14, 2017 IS YOUR DEALERSHIP’S WEBSITE ADA COMPLIANT? Thursday, January 25, 2018 DMVBILLING BILLERS’ WORKSHOP: PROCESSING NYS DMV TRANSACTIONS Tuesday, December 05, 2017 DMV BILLERS’ WORKSHOP: PROCESSING OUT-OF-STATE TRANSACTIONS Wednesday, February 07, 2018 Tuesday, July 10, 2018 F&I PROFITABILITY & COMPLIANCE IN F&I Thursday, November 16, 2017 Thursday, June 21, 2018 ACHIEVING F&I EXCELLENCE Tuesday, February 20, 2018 Thursday, July 19, 2018 Wednesday, April 11, 2018 Tuesday, August 07, 2018

DRIVE TRAFFIC INTO YOUR SHOWROOMS WITH VIDEO Thursday, October 26, 2017 Tuesday, May 8, 2018

DEALER ESSENTIALS ANNUAL LABOR LAW SEMINAR Wednesday, October 18, 2017 or Thursday, October 19, 2017

GNYADA TAX SEMINAR Wednesday, November 15, 2017

OSHA COMPLIANCE SEMINAR Wednesday, January 17, 2018

SPRING LABOR LAW PANEL DISCUSSION Thursday, May 17, 2018

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P S & S E M I N A R S

MANAGEMENT IMPROVE YOUR HIRING PROCESS Thursday, September 21, 2017

SERVICE DRIVING CONSISTENT SUCCESS

IN THE SERVICE DRIVE Tuesday, September 19, 2017

Thursday, April 19, 2018 Tuesday, June 26, 2018

MORE THAN A DATABASE: OPTIMIZE YOUR CRM Tuesday, October 17, 2017 Thursday, May 17, 2018

SERVICE ADVISOR’S GUIDE TO SELLING SERVICE AND REPAIR Thursday, November 09, 2017 Wednesday, June 27, 2018 SALES THE WALK-A-ROUND PRESENTATION - AN IMPORTANT CLOSING TOOL! Thursday, September 14, 2017 GNYADA SALES ACADEMY Tuesday, October 24 – Wednesday, October 25, 2017 Wednesday, January 17 – Thursday, January 18, 2018 Wednesday, May 23 – Thursday, May 24, 2018 DEAL-KILLING SALES OBJECTIONS AND HOWTO OVERCOME THEM Wednesday, December 13, 2017 THE DIFFERENT BUYER PERSONAS AND HOWTO SELL TO THEM! Thursday, January 25, 2018 MAXIMIZE PROFITS IN PREOWNED VEHICLES Wednesday, February 21, 2018 MASTER THE WALK-A-ROUND AND TEST RIDE Thursday, March 08, 2018 Wednesday, August 15, 2018

MANAGE AND COACH BDC AGENTS FOR SUCCESS

Wednesday, November 08, 2017 Wednesday, February 14, 2018 Wednesday, June 06, 2018

THE MANAGEMENT TRANSITION - KEY SKILLS FOR NEW SUPERVISORS Wednesday, November 15, 2017 MANAGING DIFFICULT PEOPLE Tuesday, December 12, 2017 Wednesday, July 25, 2018 SUCCESSFUL TEAM MANAGEMENT Wednesday, December 20, 2017 Wednesday, June 20, 2018 ADVANCED MANAGEMENT SKILLS AND TECHNIQUES Thursday, February 08, 2018 INFORMATION SECURITY GUIDELINES FOR AUTOMOTIVE DEALERSHIPS TRANSFORM MANAGEMENT SKILLS INTO LEADERSHIP SKILLS Tuesday, March 20, 2018 UNCOVER THE SECRETS OF OUTSTANDING CUSTOMER SERVICE Wednesday, April 25, 2018 Thursday, February 15, 2018 Wednesday, August 08, 2018

DOMINATE WHEN YOU NEGOTIATE Thursday, March 08, 2018 Wednesday, August 15, 2018 WINNING AT AUTOMOTIVE SALES Tuesday, April 17, 2018 Wednesday, July 18, 2018

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The GNYADA Dealer Essentials Seminars address: the complex… the vital… the real-world… the practical… and the legal issues dealers face every day.

Dealer Essentials Seminars 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 learn not only from course materials but also from the real-world application of those lessons. Mark your calendars for the 2017-2018 GNYADA Dealer Essentials Seminars!

ANNUAL LABOR LAW SEMINAR October 18, 2017 or October 19, 2017

OSHA COMPLIANCE SEMINAR January 17, 2018

Dealers are not only expected to be experts in sell- ing and servicing cars, but also in evolving employ- ment laws and regulations. This seminar will update dealers on the most significant challenges and pro- vide practical solutions to everyday problems.

This information-packed seminar will provide deal- ers with a comprehensive update on the latest OSHA requirements and discuss strategies to suc- cessfully meet these stringent standards in the ever-changing workplae environment.

GNYADA TAX SEMINAR November 15, 2017

SPRING LABOR LAW PANEL DISCUSSION May 17, 2018 Staying informed about changing labor laws is a challenging task for all employers. This panel dis- cussion will address dealer questions and help deal- ers understand and respond to the complexities of current labor laws.

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

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GNYADA DEALER WEBINARS focus on a number of relevant topics for franchised new car dealers in metro New York. These 60-minute live and on-demand webinars feature input from industry professionals, highly experienced in the subject matter.

Experience GNYADA’s educational offerings from the comfort of your dealership with GNYADA Dealer Webinars

PROTECT AGAINST EVER EVOLVING CYBERSECURITY THREATS September 19, 2017 • 11:00am Cyber risk impacts every element of the dealership. This webinar will provide actionable insights on building a structure in which dealers are able to comprehend, meas- ure, and respond to cybersecurity challenges.

AFFORDABLE CARE ACT (ACA) COMPLIANCE PROTECTIONS October 25, 2017 • 11:00am The US Department of Labor has authority, under ERISA, to investigate and enforce compliance with the ACA. Learn how to improve your overall ACA compliance strategy and minimize exposure to potential penalties. DEALER’S GUIDE TO NEWYORK’S PAID FAMILY LEAVE LAW November 14, 2017 • 10:00am With six weeks until New York’s Paid Family Leave law goes into effect, learn how much to deduct from your employees’ wages, which employees are eligible, when leave can be taken, how Paid Family Leave works with FMLA and short-term disability, and more. IS YOUR DEALERSHIP’S WEBSITE ADA COMPLIANT? January 25, 2018 • 10:00am Given the increasing number of website accessi- bility lawsuits, dealerships must understand the require- ments and ensure their websites comply with the Americans with Disabilities Act. This webinar covers the regulations and recommendations for makingWeb content accessible to a wider range of people with disabilities.

FINDING THE BEST HEALTH INSURANCE PLAN FOR YOUR DEALERSHIP (100+ EMPLOYEES) October 4, 2017 • 11:00am

Offering health insurance to your employees is one of the best ways to attract and retain top talent. This webinar will review Fully Insured Plans in comparison to Level and Self- Funding Options to help you determine the best health plan for your dealership.

GNYADA DEALER WEBINARS are free for members. Visit GNYADA.com/education for more info.

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S E P T E M B E R 2 0 1 7

BDC & SALES BOOT CAMP Selling appointments that show

THE WALK-A-ROUND PRESENTATION: AN IMPORTANT CLOSING TOOL! Start the closing process the moment the customer sits in the vehicle

Wednesday, September 13, 2017

DATE

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

Thursday, September 14, 2017

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.

Learn how to win more sales by justifying the price and building customer trust during the walk-a-round.

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 positive phrases

A well-organized walk-a-round presentation is an important step in the “sales process”. Done well, it drives logic and emotion for prospects to buy or lease a vehicle with certain features. It’s a closing tool that can make or break a deal.

Attendees will learn how to: Keep presentations organized and effective Present product knowledge in a compelling fashion Build value in a vehicle to justify its price Keep the sales process seamless

Identify key phrases to work into speech to build rapport Identify words and phrases that can be used to demonstrate interest and support Keep a call on track and arrive at a positive outcome

BDC & SALES BOOT CAMP

Excellent course. I have had many courses with Mark over the years. A great mentor – teacher; enthusiastic/informative changes with the times. I have always walked away learning new techniques and processes.

– DEBORAH MELECIO FORD LINCOLN OF HUNTINGTON

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DRIVING CONSISTENT SUCCESS IN THE SERVICE DRIVE The training and coaching you need to thrive in today’s market

IMPROVE YOUR HIRING PROCESS Attract those who might be open to pursuing the right job opportunity

Thursday, September 21, 2017

DATE

Tuesday, September 19, 2017

TIME 10:00am-1:00pm INSTRUCTOR Frank Phillips, FCP-Sales Masters

DATE

TIME 10:00am-4:00pm INSTRUCTOR Frank Phillips, FCP-Sales Masters

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Hiring and retaining the best talent is tough, learn to grow talent!

Time tested results to maximize Service Advisor performance.

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 mar- ketplace as a desired destination for top talent.

Learn practices that are essential to increase revenues, improve survey scores and excel in customer retention. Service Advisors will learn meth- ods to manage vehicle service from start to finish, including communicat- ing with customers, handling objections, and upselling services. Participants will learn: Selling techniques for communicating needed 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

In this course, attendees will learn: Ways to optimize your employer value proposition

How to create a culture where the best employees want to work Steps for writing effective career pages and job descriptions How to empower employees to act as great corporate ambassadors Techniques to actively build and leverage your brand in the recruitment marketplace

WEBINAR: PROTECT AGAINST EVER EVOLVING CYBERSECURITY THREATS Tuesday, September 19, 2017 | 11:00am Cyber risk impacts every element of your dealership. This webinar will provide actionable insights on building and maintaining a structure in which dealers are able to comprehend, measure and respond to cybersecurity challenges.

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O C T O B E R 2 0 1 7

WEBINAR: FINDING THE BEST HEALTH INSURANCE PLAN FOR YOUR DEALERSHIP (100+ EMPLOYEES) Wednesday, October 4, 2017 | 11:00am Offering health insurance to your employees is one of the best ways to attract and retain top talent. This webinar will review Fully Insured Plans in comparison to Level and Self-Funding Options to help you determine the best health insurance plan for your dealership.

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

MORE THAN A DATABASE: OPTIMIZE YOUR CRM Increase profits and sales using your CRM

Wednesday, October 11, 2017

Tuesday, October 17, 2017

DATE

DATE

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

TIME 10:00am-1:00pm INSTRUCTOR Bill McAndrews, William D. McAndrews & Associates

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.

Strategically use your CRM software to drive up sales and increase profits for 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 ensure proper etiquette and a positive outcome. Attendees will learn how to: Identify the components of an effective opening Avoid the most common telephone etiquette problems Practice the recommended techniques for transferring callers or putting them on hold Identify ways to effectively close the call to leave the customer with a positive impression Best utilize voice-mail communications

Take the first step toward becoming more customer service centered, and making every customer connection a positive one. Learn how to integrate your CRM software into your sales process to effectively boost profits and build lasting customer relationships. This is vendor-neutral training.

Attendees will learn to: Find and attract more quality prospects Increase traffic to the dealership at a lower cost Sell to a higher percentage of customers Keep customers loyal to both service and sales

Dealer Essentials ANNUAL LABOR LAW SEMINAR

GNYADA SALES ACADEMY

Great class and topic especially for someone new to sales like me. Instructor was friendly engaging easy to stay engaged.

October 18 or October 19

– GABBY VIGORITO, SECURITY DODGE

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DRIVE TRAFFIC INTO YOUR SHOWROOMS WITH VIDEO Sell more and promote your dealership with digital video

GNYADA SALES ACADEMY Covering every phase of the selling process, from prospecting to delivery

Thursday, October 26, 2017

Tuesday, October 24 – Wednesday, October 25, 2017

DATE

DATE

TIME 10:00am-4:00pm INSTRUCTOR Criss Castle, Car News Network

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

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $199.00 NON-MEMBER $350.00

Drive traffic to your website with video — create captivating publicity that doesn’t expire!

This seminar is a goldmine of surefire techniques to help you win more deals.

Digital video has opened up opportunities for dealerships to look beyond “advertising”and engage directly with consumers. Learn how to use video to attract leads, convert customers, boost sales and more. Participants will learn how to: Develop video content specific to the auto industry Create follow-up videos for BDC, sales, and service Start and maintain a dealership YouTube channel Post and distribute video content across social media platforms Imbed videos in CRM and on your website

This intensive intro to automotive selling is the starting point for all sales- people.The highly interactive two-day Sales Academy equips participants with the tools and techniques to achieve success in automotive sales.

Salespeople will learn: Skills in appointment setting and prospecting How to engage customers and qualify their needs What to do during walk-a-rounds and test rides Techniques for working around negative feedback How to negotiate agreements and close deals

WEBINAR: ACA COMPLIANCE PROTECTIONS Wednesday, October 25, 2017 | 11:00am

The US Department of Labor has authority, under ERISA, to investigate benefit plan compliance. The DOL has been using its authority to enforce compliance with the Affordable Care Act. Learn how to improve your overall ACA compliance strategy and minimize exposure to potential penalties.

N O V E M B E R 2 0 1 7

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

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

Wednesday, November 08, 2017

Thursday, November 09, 2017

DATE

DATE

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

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

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn to motivate BDC agents to increase appointments and raise customer satisfaction.

Learn to achieve peak performance, increase sales, and maximize customer satisfaction.

This course will focus on the challenges and most common supervisory issues in today’s BDC and how supervisors can equip themselves with the knowledge to improve the effectiveness of team members, increase morale, and create a team environment that maximizes employee satis- faction, performance, and retention. Attendees will learn: How to identify the best attributes in BDC supervisors The top ten leadership traits and why they’re important in the BDC The most critical knowledge and skill areas for supervisors The common mistakes supervisors make in managing BDC teams

Learn how to communicate the importance of vehicle maintenance to cus- tomers while increasing service-driven profits. Also learn to overcome common objections, telephone closing techniques, building CSI, handling difficult customers, and much more. Participants will learn: Effective selling techniques to get customers to agree on needed service(s) Interviewing methods to build rapport and learn about the customer How to position service needs based on benefit to the customer Techniques for handling objections throughout the process How to ensure trust and credibility in customer relationships

WEBINAR: DEALER’S GUIDE TO NEWYORK’S PAID FAMILY LEAVE LAW Tuesday, November 14, 2017 | 10:00am

With only six weeks until New York’s Paid Family Leave law goes into effect, learn how much to deduct from your employees’ wages, which employees are eligible to take leave, when leave can be taken, how Paid Family Leave works with FMLA and short-term disability, and much more.

10

Dealer Essentials GNYADA TAX FORUM

November 15

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

PROFITABILITY & COMPLIANCE IN F&I Essential knowledge every F&I Manager must master to be successful

Thursday, November 16, 2017

DATE

Wednesday, November 15, 2017

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

DATE

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

Learn to provide customers with a great experience through complete disclosure, integrity and a customer friendly F&I process.

Learn practical strategies guaranteed to make your transition to supervisor a smooth one.

F&I profitability is a product of complete integrity. Customers 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 compliance with the law. Attendees will learn: The complete consumer privacy and information security rules The regulatory maze that surrounds disclosure requirements

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

Attendees will learn how to:

Develop credibility with their team Plan, monitor, and communicate for success Motivate, delegate work and deal with difficult employee situations Increase team productivity and satisfaction Use different supervisory styles, based on individual situations

The requirements on how to handle credit analyses Proper techniques for presenting products and services Best practices that contribute to a successful F&I operation

PROFITABILITY & COMPLIANCE IN F&I

Very helpful. Definitely would come back for a different course.

– FRED RECCHIA, VOLKSWAGEN OF HUNTINGTON

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D E C E M B E R 2 0 1 7

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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DEAL-KILLING SALES OBJECTIONS AND HOWTO OVERCOME THEM Learn how to both discover and resolve objections throughout the sales process

SUCCESSFUL TEAM MANAGEMENT Winning teams are made - they don't just happen

Wednesday, December 20, 2017

DATE

TIME 10:00am-1:00pm INSTRUCTOR Bill McAndrews, William D. McAndrews & Associates

Wednesday, December 13, 2017

DATE

TIME 10:00am-4:00pm INSTRUCTOR Frank Phillips, FCP-Sales Masters

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn effective leadership skills to inspire and influence your staff to achieve team goals.

Learn how to navigate the toughest customer scenarios and move quickly to the close.

Learn strategies and facilitation techniques for building great teams and creating successful team dynamics. You will develop skills that enhance communication and trust, and align team members around shared goals so they can effectively plan, communicate, execute, and deliver. Attendees will learn: How to deal with low performing individuals and teams Key tips to turning around and building successful teams Ideas about how to develop, coach, and motivate your team Methods for setting goals, objectives and tracking performance How to develop winning team players

Objections can occur anywhere in the selling process. Revealing and deal- ing with them can be a challenging intellectual and psychological exercise. This seminar equips you with skills to overcome these obstacles to closing the deal. Attendees will learn to: Handle objections throughout the selling process Understand the different types of objections Acknowledge the customer's objection and redirect it Ask questions that will uncover core objections and define them Gain agreement when answering customer’s objections

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J A N U A R Y 2 0 1 8

Dealer Essentials OSHA COMPLIANCE SEMINAR

January 17

Awesome. I wish I got this training when I first started. The class was really organized. – LORRAINE CASTILLO, HONDA OF VALLEY STREAM GNYADA SALES ACADEMY

GNYADA SALES ACADEMY Covering every phase of the selling process, from prospecting to delivery

BDC & SALES BOOT CAMP Selling appointments that show

Wednesday, January 24, 2018

DATE

Wednesday, January 17 – Thursday, January 18, 2018

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

DATE

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

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $199.00 NON-MEMBER $350.00

Powerful and effective techniques for BDC communication skills.

This seminar is a goldmine of surefire techniques to help you win more deals.

Discover proven strategies to make the most of every phone call. Experi- ence focused training on how to set solid appointments, effective objection handling, and more. Included are participant workbooks, tailored role- plays, and real-time phone coaching.

This intensive introduction to automotive selling is the starting point for all salespeople.The highly interactive two-day Sales Academy equips par- ticipants with the tools and techniques to achieve success in automotive sales.

Attendees will learn how to: Select the right words to convey your message

Salespeople will learn: Skills in appointment setting and prospecting How to engage customers and qualify their needs What to do during walk-a-rounds and test rides Techniques for working around negative feedback How to negotiate agreements and close deals

Avoid using negative wording and replace with 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

14

WEBINAR: IS YOUR DEALERSHIP’S WEBSITE ADA COMPLIANT? Thursday, January 25, 2018 | 10:00am

Given the increasing number of website accessibility lawsuits, dealerships must understand the requirements and ensure their websites comply with the Americans with Disabilities Act. This webinar covers the regulations and recom- mendations for making Web content accessible to a wider range of people with disabilities.

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

Thursday, January 25, 2018

DATE

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

MEMBER FEE $120.00 NON-MEMBER $200.00

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 connections, and effectively sell to all personality types. This session includes an online “Sales Style Assessment” as required pre-work. During this session, participants will learn to: Identify each individual’s selling style and how it can impact sales Quickly identify the “buying style” of their customer Flex their own style to dramatically increase the connections made with potential buyers Adjust their selling technique to compliment the buying style of their prospective client THE DIFFERENT BUYER PERSONAS AND HOW TO SELL TO THEM

Kiki was knowledgeable and enjoyable. Very valuable seminar.

– CONNIE WERNER MERCEDES-BENZ OF HUNTINGTON

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F E B R U A R Y 2 0 1 8

DMV BILLERS’ WORKSHOP: PROCESSING OUT-OF-STATE TRANSACTIONS The essential steps to becoming an efficient and effective biller

ADVANCED MANAGEMENT SKILLS AND TECHNIQUES Develop proactive approaches to meet the complex challenges of your team

Thursday, February 08, 2018

DATE

Wednesday, February 07, 2018

TIME 10:00am-1:00pm INSTRUCTOR Bill McAndrews, William D. McAndrews & Associates

DATE

TIME 10:00am-4:00pm INSTRUCTOR Patti Daly, Specialist, DMV-DIRECT

MEMBER FEE $120.00 NON-MEMBER $200.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn the actions that affect your management efficiency, the team’s performance, and ultimately the dealership’s profitability.

Learn complex registration and titling transactions that require in depth expertise to properly complete.

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 manage- ment in maximizing team performance. Attendees will learn how to: “Lead” versus “manage” to negotiate for “win-win” outcomes Communicate with diverse teammembers effectively Understand and interpret emotions and body language Solve problems creatively Make sound decisions and effectively manage time

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

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

ACHIEVING F&I EXCELLENCE Maximize every profit opportunity in the F&I office

Tuesday, February 20, 2018

DATE

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

Wednesday, February 14, 2018

DATE

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

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Dramatically increase your F&I Sales, profits, and customer satisfaction.

Learn to motivate BDC agents to increase appointments and raise customer satisfaction.

This class is designed to provide F&I managers with the selling skills nec- essary to maximize every profit opportunity in the F&I office, as well as en- hance the customer’s F&I experience. Learn to quickly discover customer needs, demonstrate products, and overcome objections. During this session, participants will learn to: How to maximize your F&I revenues Solutions for overcoming objections and closing sales How the F&I process can add value to the purchase experience for your customers How to take the pressure out of the F&I selling process

This course will focus on the challenges and most common supervisory issues in today’s BDC and how supervisors can equip themselves with the knowledge to improve the effectiveness of team members, increase morale, and create a team environment that maximizes employee satis- faction, performance, and retention. Attendees will learn: How to identify the best attributes in BDC supervisors The top ten leadership traits and why they’re important in the BDC The most critical knowledge and skill areas for supervisors The common mistakes supervisors make in managing BDC teams

MAXIMIZE PROFITS IN PREOWNED VEHICLES Ramp up your dealership’s used car sales profits

INFORMATION SECURITY GUIDELINES FOR AUTOMOTIVE DEALERSHIPS Establishing and maintaining information security is a journey, not a destination

Wednesday, February 21, 2018

DATE

TIME 10:00am-4:00pm INSTRUCTOR Frank Phillips, FCP-Sales Masters

Thursday, February 15, 2018

MEMBER FEE $175.00 NON-MEMBER $300.00

DATE

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

Learn to put your used vehicle department on the road to greater profitability.

MEMBER FEE $120.00 NON-MEMBER $200.00

Learn the best practices for building your dealership’s security plan.

Effectively managing your preowned inventory is the ultimate goal of any used vehicle department. Explore the strategies, processes and functions that will transform your used vehicle department into a profit-producing powerhouse.

If you are responsible for the security of your dealership’s data, and your customer’s data, then this seminar is for you. This seminar will teach you the steps to secure your business data and will cover the mandated poli- cies and procedures you should be following. During this session, participants will learn to: What the common risk areas are Key data security plan considerations How to identify and quantify your data risk areas How to best adhere to finance regulations What you can and can’t do with customer information A formal program to ensure the security of customer information

Attendees will learn how to: Approach used vehicle inventory management Buy vehicles at the right price Price preowned vehicles correctly for sale Sell used vehicles Carry out proper wholesale disposal

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M A R C H 2 0 1 8

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

DOMINATE WHEN YOU NEGOTIATE Equip yourself with innovative negotiation strategies to excel in sales

Wednesday, March 07, 2018

Thursday, March 08, 2018

DATE

DATE

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

TIME 1:30pm-4:30pm 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 to steer all customer negotiations toward a win-win out- come.

This highly interactive seminar provides best practices for all phases of a customer call, including opening, closing, and hold/transfer tech- niques. Learn what to say and to ensure proper etiquette and a positive outcome on each call. Attendees will learn how to: Identify the components of an effective opening Avoid the most common telephone etiquette problems Practice the recommended techniques for transferring callers or putting them on hold Identify ways to effectively close the call to leave the customer with a positive impression Best utilize voice-mail communications

Today’s customers are more sophisticated and knowledgeable than ever; to reach successful outcomes with buyers, sales professionals must now be master negotiators. This class focuses on the developing and strengthening sales negotiation skills, while keeping in mind the need to maintain lasting, beneficial customer relationships. Attendees will learn how to: Build trust when negotiating Demonstrate how the “Deal Math” works to ease customer apprehensions

Remove barriers for effective communications Plan for objections and prepare counter strategies Establish an honorable reputation

MASTER THE WALK-A-ROUND AND TEST RIDE Steps to properly and professionally present a vehicle to your client

MASTER THE WALK-A-ROUND AND TEST RIDE

Thursday, March 08, 2018

DATE

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

This seminar like all others offered by GNYADA, provided valuable tools anyone at any level could utilize. Like always, they are enjoying and highly informative. This seminar hit every aspect for me. Ken keeps it fun. – TIMOTHY RAMCHATESINGH RALLYE BMW

MEMBER FEE $120.00 NON-MEMBER $200.00

Learn presentation 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 benefits to the customer. Learn excitingmethods that build product value during this part of the sales process, through demo ride conversations, speaking to the buyer’s motives, and more. Attendees will learn how to: Plan for the most common customer objections to the drive Target the features that are most valuable to a given customer Create a natural flow of communicating personalized features and benefits Control the sale throughout this part of the selling process

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

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

Wednesday, March 14, 2018

Tuesday, March 20, 2018

DATE

DATE

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

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

Identify caller communication styles and select the best words and phrases to build rapport with your customers.

Learn to adapt to change, navigate conflicts, and motivate your people.

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

Learn the key components to become an engaging manager that cre- ates confident, inspired, empowered, and enthusiastic teams. Learn to further enhance the skills that brought you into this position and be- come the manager that your employees need and want. Participants will learn how to: Effectively hold employees accountable for their actions Meet the diverse needs of all teammembers with proven communication techniques Motivate people Anticipate and resolve conflict situations Use delegation to increase productivity and individual growth

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A P R I L 2 0 1 8

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

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

Tuesday, April 17, 2018

DATE

Wednesday, April 11, 2018

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

DATE

TIME 10:00am-400pm INSTRUCTOR Jean Marie Rugg, General Manager, DMV-DIRECT

MEMBER FEE $175.00 NON-MEMBER $300.00

MEMBER FEE $175.00 NON-MEMBER $300.00

Learn to sell more units, hold more gross, and earn excellent CSI scores.

Learn to streamline your billing process, making it faster and more accurate.

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 profit. It’s a can’t-miss opportunity for anyone on your sales floor not achieving 100% of their potential every month.

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 and how to set up the desk to run smoothly and accurately. 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

Attendees will learn techniques for: Improving the quality of sales conversations Selling value as opposed to price Selling from inventory Selling value through a proper product presentation and demonstration ride Obtaining commitment and negotiating for profit

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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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M A Y 2 0 1 8

MORE THAN A DATABASE: OPTIMIZE YOUR CRM Increase profits and sales using your CRM

DRIVE TRAFFIC INTO YOUR SHOWROOMS WITH VIDEO

Thursday, May 17, 2018

DATE

TIME 10:00am-1:00pm INSTRUCTOR Bill McAndrews, William D. McAndrews & Associates

Love coming here for classes.

MEMBER FEE $120.00 NON-MEMBER $200.00

– GABRIELLA VIGORITO SECURITY DODGE CHRYSLER JEEP RAM

Strategically use your CRM software to drive up sales and increase profits for your dealership.

DRIVE TRAFFIC INTO YOUR SHOWROOMS WITH VIDEO Sell more and promote your dealership with digital video

Take the first step toward becoming more customer service centered, and making every customer connection a positive one. Learn how to integrate your CRM software into your sales process to effectively boost profits and build lasting customer relationships.This is a vendor-neutral training ses- sion.

Tuesday, May 08, 2018

DATE

TIME 10:00am-4:00pm INSTRUCTOR Criss Castle, Car News Network

Attendees will learn to: Find and attract more quality prospects Increase traffic to the dealership at a lower cost. Sell to a higher percentage of customers. Keep customers loyal to both service and sales.

MEMBER FEE $175.00 NON-MEMBER $300.00

Create captivating publicity that doesn’t expire!

Digital video has opened up opportunities for dealerships to look beyond “advertising”and engage directly with consumers. Learn how to use video to attract leads, convert customers, boost sales and more. Participants will learn how to: Develop video content specific to the auto industry Create follow-up videos for BDC, sales, and service Post and distribute video content across social media platforms Imbed videos in CRM and on your website

GNYADA SALES ACADEMY Covering every phase of the selling process, from prospecting to delivery

Wednesday, May 23 – Thursday, May 24, 2018

DATE

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

MEMBER FEE $199.00 NON-MEMBER $350.00

Dealer Essentials SPRING LABOR LAW PANEL DISCUSSION

This seminar is a goldmine of surefire techniques to help you win more deals.

This intensive introduction to automotive selling is the starting point for all salespeople.The highly interactive two-day Sales Academy equips par- ticipants with the tools and techniques to achieve success in automotive sales.

Salespeople will learn: Skills in appointment setting and prospecting How to engage customers and qualify their needs What to do during walk-a-rounds and test rides Techniques for working around negative feedback How to negotiate agreements and close deals

May 17

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