Customer Service Webinar

Google Series: Understanding Your Customers

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Thursday, September 1, 2011; Presented by: Linda Boudiab, Google

Gone are the days of developing a marketing message and hoping it will engage your customers. In this digital age, you can measure interest and fine tune your strategy quickly to make sure you are hitting your target. Join the SEMA Education Institute (SEI) and Google staffer Linda Boudiab, on Thursday, September 1, at 10:00 a.m. (Pacific), as we learn about Google Insights for Search and Global Market Finder. These two tools can help you understand when and how your users find information about you on Google. We'll talk about ways you can understand regional and global interest in your particular segment of the automotive aftermarket. We'll also show you how to monitor online trends----to keep you informed of web interest for your business or products.

As a valuable leader on Google's Account Acceleration Program (AAP) team Linda Boudiab helps Automotive advertisers develop digital marketing strategies across platforms to connect with consumers. In her previous role as Analysis Manager for the Automotive & Entertainment Verticals, Linda developed data insights including query trends, search benchmarks and growth opportunities across both industries. 

Download this webinar to explore best practices for using Google Insights for Search and Global Market Finder.

Download files in this product: PDF, WMV, MP3

SEMA Members may get this content for free!

Regular Price:

$19.99

21 Great UNEXPECTED Customer Service Tips

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Thursday, January 20, 2011; Presented by: Nancy Friedman, The Telephone Doctor

Great customer service must be the hallmark of any successful business---not only to retain customers, but also to attract new ones. How is your staff doing? Have they become complacent? Could they use a refresher course? Gather your staff and participate in "21 Great UNEXPECTED Customer Service Tips." These are unique techniques that will bring the service level of your organization to new heights.

Each tip, technique and skill will be discussed, as well as how to best use it. While some of these tips and techniques may be familiar, Nancy brings a new perspective to each of them.

Nancy’s passion for retail sales and counter training goes above and beyond. As a customer service specialist Nancy has brought programs to Car-X, Tuffy, Carstar, Precision Tune, LA Tire Dealers, Midas, NTDRA and a host of other automotive companies and associations over the years.

Download formats in this product: Windows Media Video (WMV), Microsoft Powerpoint Presentation on Adobe Acrobat (PDF).

SEMA Members may get this content for free!

Regular Price:

$19.99

Sales Strategy: Create Your Competitive Advantage

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Thursday, December 9, 2010; Presented by: Chuck Udell, Essential Action Design Group

Chuck Udell, senior partner with the Essential Action Design Group, will present an enlightening session, “Sales Strategy: Creating Your Competitive Advantage” on Thursday, December 9. An industry veteran, Udell is the former president of University of the Aftermarket (of Northwood University), and was responsible for working with a team of key industry leaders to develop Leadership 2010, the University of the Aftermarket’s Executive Development Program. His webinar presentation will include:
  • How to differentiate your company, your products and your services
  • How to determine opportunities to add value to your customer’s business--the internal and external obstacles to this process and how to steer around them.
  • Implementing your competitive position to produce results and customer loyalty
  • How to insure financial return of expectations using best practices and case-based approaches to avoid the “no profit zone”
  • Discuss the “clarity of measurement”
An effective sales strategy is a powerful change tool that creates a competitive advantage, and delivers improved business results.

Download formats in this product: Windows Media Video (WMV), Microsoft Powerpoint Presentation on Adobe Acrobat (PDF).

SEMA Members may get this content for free!

Regular Price:

$19.99

Getting Your Data House In Order: Application Data Standards

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Thursday, November 18, 2010; Presented by: Gigi Ho, Digital Performance

Industry studies show that most manufacturers have major “holes” in the application data for their parts, either because of errors in their fitment data, or gaps in vehicle coverage.

This seminar will:

  • Help those who depend on electronic catalogs to match parts to specific vehicles or engines to understand how to use the industry application standards and provide your customers with more accurate application data.
  • Explain the differences between AAIA Legacy and ACES data standards.
  • Give you tools to help you get started in using ACES in your catalog.
  • Gigi Ho, founder of Digital Performance Inc., has been dedicated to the growth and development of the automotive aftermarket for years. Focusing on data standardization tools for the industry with SPEEDcat cataloging software; and connecting buyers and sellers via the widely syndicated parts comparison shopping engine, StreetPerformance.com, gives her a unique perspective on the future of the marketplace.

This webinar is Powered by the Business Technology Committee (BTC).

Download formats in this product: Windows Media Video (WMV), Microsoft Powerpoint Presentation on Adobe Acrobat (PDF).

SEMA Members may get this content for free!

Regular Price:

$19.99

Successful Negotiations: Understanding Competitive and Collaborative Tactics

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Thursday, October 7, 2010; Presented by: Dr. Frank Morgan

Negotiating is a critical business skill. Proficiency at negotiations can be developed by anyone for use in every type of sale, including products, ideas and even selling oneself for a better job, salary or benefits. Now you can learn the keys to successful negotiating in a revealing new SEMA webinar.

Frank Morgan, Ph.D. and president of Morgan Associates, is an expert at how to negotiate. He was the global director of executive development and leadership with global responsibility for talent management and leadership development for Dow Chemical Company and was professor of management and director of executive programs at the University of North Carolina at Chapel Hill. He has more than 20 years of business experience in human resources and line management and is currently a faculty member for Leadership 2.0 at the University of the Aftermarket, Northwood University.

This webinar is Powered by the SEMA Young Executives Network. Remember: SEMA webinar archive downloads are free to SEMA members and only $19.99 for non-members.

Download formats in this product: Microsoft Powerpoint Presentation on Adobe Acrobat (PDF), Windows Media Video (WMV).

SEMA Members may get this content for free!

Regular Price:

$19.99

Servicing the Next Generation of Tire Pressure Monitoring Systems

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Thursday, March 4, 2010; Presented by: Kevin Rohlwing, Senior Vice President of Training, Tire Industry Association

As increasing numbers of vehicles equipped with Tire-Pressure Monitoring Systems come on line, knowledge of proper servicing procedures for both direct and indirect systems is essential for tire installation, repair and maintenance professionals. Understanding when a relearn procedure is necessary, such as after a change in air pressure, a tire rotation or a tire/sensor replacement, is only the first step. Technicians must also understand relearn procedures for both import and domestic vehicles.

Kevin Rohlwing, senior vice president of training for the Tire Industry Association, presented a summary of TPMS technology currently used on foreign and domestic vehicles and the latest relearn principles. He also discussed the difference between a low-tire indicator and a malfunction indicator light as well as the fundamentals of aluminum clamp-in sensor service and maintenance.

A tire-industry veteran with more than 26 years of experience in the field, Rohlwing has trained more than 3,000 certified tire service professionals on the latest developments in the tire industry.

Download formats in this product: Microsoft Powerpoint Presentation on Adobe Acrobat (PDF), Windows Media Video (WMV). 

SEMA Members may get this content for free!

Regular Price:

$19.95

Correlating Service to Customer Wants and Needs - Jobber

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September 13, 2007 - Presented by Gary Naples of Freelance Associates, Inc.

Good customer care is critical to having a profitable business. Develop a winning tactic that will create one-time buyers into repeat customers, and repeat customers into loyal advocates of your business. 

SEMA Members may get this content for free!

Regular Price:

$19.95

CRM for the Aftermarket: It’s All About the Customer

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Thursday, November 29, 2007 at 10 a.m. (PST) - Presented by: Chris Horn, Bullfrog Solutions, Inc.

Connect with your customers and improve customer relationships by using CRM (Customer Relationship Management), a business strategy that should be about the focus your business has on your customers which would include your vendors, suppliers, business contacts and employees.  Learn the benefits of CRM (Customer Relationship Management) and how it can make a huge impact on your business.

SEMA Members may get this content for free!

Regular Price:

$19.95

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