Participants will learn how to identify a customer’s primary concerns through active listening, communicate the value of proper maintenance, and present additional services with confidence and clarity.

The course also covers how to use the Multi-Point Inspection (MPI) to build trust, set clear expectations, and gain approval on recommended work. Attendees will explore proven methods for overcoming objections, closing sales by phone, managing difficult customer interactions, and delivering a service experience that increases CSI and long-term retention.

Attendees will learn:

• How to gain customer buy-in on recommended services
• Techniques for building rapport and gathering key customer details
• How to position service needs in a way that emphasizes customer benefits and leads to a successful close
• Strategies for strengthening credibility and trust throughout the service experience

About the Instructor: Ken Carlson is the owner of Carlson Automotive Resources LLC – A Training Company.  He was formerly the Director of Training for Brown & Brown Dealer Services, F&I Resources and Burns-Kull Automotive Group. For over 33 years Ken has trained, coached, and developed thousands of dealership personnel throughout the U.S. Ken conducts training seminars in Sales, Sales Management, F&I Management and Service Advisor for dealer associations and dealerships. He is a student of the business and has attained AFIP Master-Lifetime Certification. 

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.