SKILL LEVEL
ALLATTENDEES
HVAC
Basic Air Conditioning 2/15/20, 8:30 - 11:30 a.m. Class #116, Amway Thornapple
This session will cover basic air conditioning con- cepts and explain common terminology. We will also cover basic diagnostics, including pressure and temperature. This session is designed for the entry-level technician with little to no experi- ence in automotive air conditioning systems. Presented By: Macomb Community College Speaker: Curt Ward
MANAGEMENT/OPERATIONS NEW NEW
Customer Conversations: How to Open and How to Close 2/15/20, 8:30 - 11:30 a.m. Class #111, Amway Pantlind Ballroom Before you can close a sale, you have to open a conversation. That’s where so many of us fall down. We’re in a hurry; there’s another call wait- ing; someone else demands our attention. We wind up rushing to make the sale and move on to the next customer. Whoa. Your first mission in every conversation with a prospect is to find out if you can help them, tell them how, and let them know why your shop is the right one for them. When you do that, the close takes care of itself. Discover how to pick up on customers’ cues so you know how to connect with them; how to control the conversation and get the information you need; finally, how to be persuasive without being pushy or sleazy. This session is designed for shop owners, service consultants, and technicians who interact with customers and parts store employees. Presented By: Catherine Johns Speaker: Catherine Johns and Mark Hambaum
How to Handle Challenging
Conversations 2/15/20, 1:30 - 4:30 p.m. Class #211, Amway Pantlind Ballroom
This is where we roll up our sleeves and get down to work. This session goes deeper into communi- cation styles. How do customers (or colleagues!) react when they’re stressed or angry? How can you best respond to them? What we’ll cover: • A customer comes back dissatisfied. How do you deal with it? • A skeptical customer had a bad experience elsewhere and seems to be taking it out on you! How do you reassure them? • You’ve agreed to do specific work on a vehicle, but it turns out other things need attention. How do you position that so it’s not seen as up-selling something they don’t need?
Presented By: Catherine Johns Speaker: Catherine Johns and Mark Hambaum
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