SHOP MANAGEMENT Service Writer Chassis 10/1/22, 8:30am - 11:30am Class #118, DeVos Grand Gallery C
Winning Over the Difficult Customer 10/1/22, 8:30am - 11:30am Class #102, Amway Ambassador East Ever had a really incredible day destroyed by a customer? Yes, you know the one. These situations disrupt business, affect the work environment, and suck all the energy out of you. It is a tough job to be helpful and provide great customer service when a guest is confrontational, unreasonable, or over demanding. Let us not overlook the impact on your store’s profits. Many times, these situations result in performing work for no pay, refunds or even a lost customer. And do not forget your reputation is at risk. In this course, you will learn techniques to identify the “difficult” customer early. Discover creative ways to cope with guest’s demands and complaints. Gain strategies to resolve complaints quickly — and to everyone's satisfaction. Repair broken relationships with guests that might otherwise been lost forever. No longer be challenged with difficult customer interactions and enjoy work with less stress and fewer frustrations. Presented By: Haas Performance Consulting Speaker: Bill Haas
This course enhances the skills of the service professional working as the interface between the customer and the business, with a focus on a light technical overview of a vehicle’s steering and suspension system. Effective customer communication and selling skills are highlighted throughout. Emphasis is placed on practicing the 4C model (concern, cause, correction and consequence). Several role play exercises will take place during the course so attendees can practice and hone their skills. After completing this course, the student will have the knowledge to: professionally communicate the corrective action for servicing a vehicle’s steering and suspension system and the benefits of replacing steering and suspension components with premium parts.
ALL ATTENDEES SKILL LEVEL
Presented By: DRiV Speaker: Dave Cerveny
Creating Value in Everything You Say, Do, and Sell 10/1/22, 1:30pm - 4:30pm Class #202, Amway Ambassador East Turn those calls into valuable conversations, ask powerful questions, solve their problems, and capture new business. Be prepared to present a value that nobody can compete with. Never feel pressured to discount or price match again and avoid price base selling when you utilize powerful questions, become a better listener, create presentations to help communicate your value, and differentiate your solutions. Presented By: Haas Performance Consulting Speaker: Bill Haas
Register at avtechexpo.com
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