Parts Education Workshops

Workshops in the Parts track focus on ways to boost sales and increase efficiency in the dealership parts department. Attendees are eligible to earn continuing education units (CEUs) for their participation in applicable Vendor Training +Plus sessions and the RV Learning Center's educational workshops. 

Workshop and speaker info will be updated as sessions are confirmed - check back regularly! 


Turning Customers from Upset to Loyal

Wednesday, November 8
10:15 - 11:15 a.m.

Valerie Ziebron
VRZ Consulting

How does your team handle upset customers? Chances are some do better than others, but as the saying goes: ‘You are only as strong as your weakest link!’ It is critical that we train every member of our team in the proper way to resolve customer conflict – and why it is so vitally important. Statistically, customers are more loyal to businesses where their issues are resolved well. This doesn’t mean giving the customer everything for free – in fact that can do more danger. Using good communication skills are key but it can be a challenge when tempers are flaring. This workshop will provide management with easy training tools that are effective for resolving conflict with customers. All of the material covered in this workshop is also useful in resolving internal dealership conflict as well. 

During this workshop, attendees will learn:
  • Tried and true ways to resolve conflict with customers and co-workers
  • Ways to not take conflict personally 
  • Technology tips for text, e-mail and phone resolution 


Refresh and Repeat: 10 Secrets to Keeping Your Store New and Exciting

Thursday, November 9
9:00 - 10:00 a.m.

Linda Cahan
Cahan & Company

Blow the dust out of your store and give it fresh appeal – affordably. Learn 10 secret (and easy!) ways to create a new feeling in your existing space and keep customers coming back to see what’s new. Then, learn how to keep refreshing on an ongoing basis to make your store feel new all the time. It’s a “refresher course” you can’t miss.

During this workshop, attendees will learn:
  • How to give your store a face lift without breaking the bank
  • How to focus on focal areas to create better customer flow around your store
  • To get touchy feeling: how to use sensory merchandising to encourage more sales and customer retention

Turning Customer Craziness into Sales

Thursday, November 9
10:15 - 11:15 a.m.

Linda Cahan
Cahan & Company

Understanding the psychology of what people respond to will help you give customers what they want. What gets people to buy from you instead of your neighbor or the big box down the street? How and why people buy starts with the experience they feel when they see your store. Learn how to increase the positive experiences for your customers using the knowledge of how they shop, how they’d prefer to shop and what simple, affordable and small things you can do right now to increase your sales and your customers positive perceptions of your store.

During this workshop, attendees will learn:
  • How customers prefer to shop and how you can make that happen in your stores
  • The No-no’s that turn people off from shopping you more than once
  • Everyday attitudes that can make or break your RV business

Do You Have Order Takers or Sales People in Your Parts and Service Departments?

Thursday, November 9
3:15 - 4:15 p.m.

George Dans
The George Dans Group

Every customer who brings in his RV or comes into the service or parts department is an opportunity to up sell while at your dealership. Why not train your staff to up sell and develop their professional selling skills so they have the best opportunity to increase sales and service so that each of your departments can be more profitable. You need salespeople, not order takers. In this high energy workshop, George will show dealers five basic selling skills that you can take back to your dealership and improve your service and part's business immediately!

During this workshop, attendees will learn:
  • 5 of the easiest basic selling skills to bring back and use
  • Why you need to track and forecast everyone's performance
  • How to get your service and parts team to work together and improve proficiency!