Workshops

Our workshop sessions have been designed specifically to identify ways in which dealers can implement profit boosters into their aftersales departments. We have focused on areas which have the potential to generate additional revenue and bigger margins in order to equip managers with the means to ensure their departments continue to generate a healthy and growing return.

 

11.30 Workshop sessions (to run concurrently)

Workshop 1: Managing the consumer journey
Terry Hogan, managing director, Motoring.co.uk
This workshop will discuss how franchised dealers can take a larger portion of the aftersales market by providing an integrated service for their customers, accommodating the consumer’s entire car owning lifecycle.
The Issue:
Why are dealers losing some of their customers?

  • Finding it difficult to integrate multiple data systems?
  • Difficult to predict when aftersales events are likely to occur?
  • Independent dealers adopting better marketing strategies and embrace consumer convenience

The solution:

  • Change consumer perception
  • Understand and embrace consumer convenience
  • Adopt clear marketing strategies on key services
  • Think beyond three years

 

Workshop 2: A Wellness Guide for CRM & LTV in Aftersales – Lessons from Marathon Running
Graham Filmer, performance consultant, EMaC
All too many people in the UK are overweight; the UK motor industry is probably no exception. Yet, most of us probably know, at least in principle, the right things to do in terms of diet and exercise. We also know the benefits in terms of health and well-being for the long term.
Creating a long-term, sustainable and successful aftersales and motor retailing environment is much the same. We know many of the right principles, but too often either seek a quick fix, or just ignore the opportunity to do the right things. As in our own health, the right approaches and the discipline to start and then maintain them are all important.
This 45 minute workshop presented by EMaC will outline some of the key tools and approaches for delivering wellness in CRM & LTV for aftersales. Much more than just the role for Service Plans, the workshop will address the importance of a holistic approach to the opportunity and why success is not a sprint it is a marathon.

 

Workshop 3: Upselling to consumers
Rob Purfield, author and consultant
To upsell successfully, you need to understand why people buy. It is also important to understand how to create an offer that will appeal to them at the point of sale. This workshop will show dealers how they can successfully adopt this mindset.
During this workshop, you will:

  • Understand the post-recession ‘aftersales tsunami’
  • Learn how thinking like a dentist can revolutionise your aftersales performance
  • Discover what McDonald’s and KFC can teach you about sales
  • Identify the No.1 mistake people make that drives business away, and much more

 

13.30 Workshop sessions (to run concurrently)

Workshop 1: Connected Car - How OEM initiatives are supporting Service Retention
Mike Norridge, senior aftersales product manager, CDK Global
With the rollout of connected car technologies gathering pace, franchised dealers need to prepare for a big a shift if they are to profit from the ‘connected age’.
It is already clear that cars equipped with advanced telematics are beginning to shape the aftersales landscape. The connected car could be game changer, but there are pitfalls for the unprepared.
In the workshop, Mike will cover:

  • How the connected car is beginning to shape the aftersales landscape
  • A practical example of how telematics can drive service retention
  • The role of the DMS in an integrated solution

 

Workshop 2: Everything you always wanted to know about video but were afraid to ask at the conference!
Tom Kirkham, divisional aftersales director, Sytner
Gordon Grant, UK sales director, CitNOW
Tom Kirkham, divisional aftersales director of Sytner will share his experience on installing video services into their 13 Mercedes-Benz dealerships. Asking the questions is Gordon Grant, CitNOW’s UK Sales Director.

  • How do you prepare your workshop?
  • How easy is it to integrate with an existing eVHC?
  • Why training is a key part of the process?
  • How does the role of the service adviser change?
  • How to unlock the hidden power in every technician?
  • What will your customers say?
  • Why are they more likely to give you the right contact information?
  • How to have an immediate impact on upselling red work?
  • How to develop a simple process for amber follow-up?
  • Why is a green video so important?

Once the questions have been answered, enjoy a practical hands on session with 1 of 20 CitNOW kits available for you to send your first video.

 

Workshop 3: Upselling to consumers
Rob Purfield, author and consultant
To upsell successfully, you need to understand why people buy. It is also important to understand how to create an offer that will appeal to them at the point of sale. This workshop will show dealers how they can successfully adopt this mindset.
During this workshop, you will:

  • Understand the post-recession ‘aftersales tsunami’
  • Learn how thinking like a dentist can revolutionise your aftersales performance
  • Discover what McDonald’s and KFC can teach you about sales
  • Identify the No.1 mistake people make that drives business away, and much more

 

 

* The organisers reserve the right to change the topics and/or presenters at any time.