Issue link: http://read.dmtmag.com/i/361787
2014 | MDCE 11 Boating Industry { SERVICE PLUS TRACK } TUESDAY, NOV. 18TH WEDNESDAY, NOV. 19TH 8:00 a.m. to 9:15 a.m. ACCESSORIES DONE RIGHT Stop making excuses for missed opportunities in marine accesso- ries. Attend this panel discussion, and turn your parts and accesso- ries department into a profit machine. In it, you'll discover the differ- ence between an up-sell and an add-on, the impact of accessories on the customer's experience, strategies for avoiding obsolescence, and how to buy right. Don't miss a chance to learn from those dealers leading the way in accessories. By Sam Dantzler WALK AWAY WITH: An understanding of what turns on your floor for maximum profitability, even with big-box competitors next door. 10:15 a.m. to 11:30 a.m. BEST IDEAS PANEL SPONSORED BY DOMINION MARINE MEDIA Want to know the secret strategies dealers have embraced to improve their performance in today's boat business? During this session, finalists of the MDCE Best Ideas Program will share the most-effective new practice their dealership has adopted this year, including tips and advice on how to put them to work in your busi- ness. By Jonathan Sweet WALK AWAY WITH: Industry-proven ideas that you can apply at your own dealership. 3:45 p.m. to 5:30 p.m. TURN UPSET CUSTOMERS INTO LOYAL ONES Even the best service departments will occasionally upset a cus- tomer. Top shops know that treating people properly when they have issues creates loyalty and provides valuable information that can strengthen relationships and processes. During this workshop, you will learn how to assess the way you handle upset customers today, and pick up positive conflict resolution techniques that you can use to improve your customer satisfaction and loyalty. By Valerie Ziebron WALK AWAY WITH: A guide to train your entire team on positive conflict resolution techniques. 10:30 a.m. to 11:45 a.m. LESSONS LEARNED FROM THE MASTER SERVICE ADVISOR The service advisor position single-handedly builds or destroys more dealership loyalty than any other position. This powerful ses- sion will look at what you can do to find and grow a Master Service Advisor in your dealership. You will explore the mindset, the tools and the habits that allow these advisors to excel. By Valerie Ziebron WALK AWAY WITH: Golden nuggets regarding the Master Service Advisor mindset, tools and habits. 1:00 p.m. to 2:15 p.m. SELL MORE PARTS IN-STORE AND ONLINE Want improved efficiency and profitability? Learn how to bolster your parts and service department results by taking advantage of online and in-store genuine parts lookup. In this session, you'll gain new insight into how these tools can seamlessly integrate with your website to offer your customers the ability to find – and buy – genu- ine replacement parts online. You will also gain a clear understand- ing of how you can take advantage of today's technology tools to empower your staff to find the replacement parts your customers need fast and accurately. By Brad Smith WALK AWAY WITH: An eBook you can access to put what you learned in this session to work in your dealership.