Dealership Customer Experience: Training for Receptionists, Cashiers and Administrators

Dealership Customer Experience: Training for Receptionists, Cashiers and Administrators 

Date: Wednesday, September 13, 2017
Time: 10:00 AM - 2:00 PM CST
Location: MADA Headquarters - 200 Lothenbach Avenue - West St. Paul, MN 55118


Event Description

The Dealership Customer Experience training is an interactive and skill based course that will teach you the fundamental skills and strategies that are essential to success in your role as a Receptionist, Cashier or Administrator. This class will develop your understanding of the ideas behind the skills and how to create the best experience for the customer that will build loyalty and satisfaction. You will walk away with confidence, knowledge and skills that you can implement immediately in your position.

  • Understand what your customers want and how that affects your job

  • Understand your own behavior and how to manage your customer's behavior better

  • Improve your communications skills

  • Learn to handle upset or angry customers

  • Implement proper phone skills

  • Understand and implement proper body language

About Your Instructor

Tony Troussov,CSP™

Tony is a Director of Training at the Automotive Development Group. Throughout his thirteen-year automotive retail career he held multiple leadership positions, including a GM of a large import dealership. Since joining ADG in 2011, Tony has been working with dealerships and OEMs helping them improve processes and customer experience. Along with hundreds of dealerships his clients include Hyundai, Lexus, GP Strategies and J.D. Power. Tony has delivered over 550 presentations totaling over 2,500 hours of platform time. He is a two time presenter at NADA, a frequent contributor to Auto Dealer Today magazine and has appeared on CBT’s F&I Today show. His international work includes training and consulting in Korea, Portugal and UAE.


MADA Members: $179,$169  for second or subsequent registrations from the same dealership group. Lunch is provided
*Your dealership will be billed directly through your MADA Services Account.

Non-MADA Members: $199/class - Lunch is provided. 
*Pre-payment is required.

For more information, contact Alice Morse at 



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