Class Schedule

Master the art of understanding your customer’s primary concerns through active listening. Learn to effectively communicate the importance of vehicle maintenance, sell additional services, and maximize service profit. Discover how to use the MPI to build trust, set customer expectations, and sell found work. This course also covers techniques for overcoming common objections, closing sales over the phone, improving CSI, managing difficult customers, and more.

 Participants will learn:

• Strategies to get customers to agree on needed services
• Methods to build rapport and gather essential information from customers
• How to position service needs to highlight customer benefits and close the deal
• How to ensure trust and credibility in customer relationships

About the Instructor: Ken Carlson is the Director of Training for Brown & Brown Dealer Services Northeast division. For over 30 years Ken has trained, coached, and developed thousands of dealership personnel throughout the country. Whether you are new or experienced in the business you will learn new strategies and techniques. Ken conducts training seminars in Sales, Sales Management, F&I and Service for dealer associations and dealerships. He is a student of the business and has attained AFIP Master-Lifetime Certification. His training style is engaging, motivational and he makes learning fun.

GNYADA Seminars, held in person, are developed by qualified dealership experts to meet the highest possible standards and deliver the latest information and effective solutions for your most pressing business needs. Our programs train new and seasoned dealership professionals to improve operations and profitability within each department.