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Dealership Performance Training

NATDA is pleased to offer onsite business management courses and technician training workshops at the 2021 NATDA Trailer Show.
September 1, 2021

Business Management Courses Technician Training Workshops


Solutions for Sustaining Until

Inventory Levels Come Back

1pm - 1:50pm
Presenter: Jack Patterson, CEO, Ignited Services Room: 101CD

You stand in a unique position that not many people would understand.  Jack Patterson understands because he’s been where you are and works daily with businesses that are facing the same challenges. His career spanned the course of the highs and lows and inventory shortages, as well the recession.  Speaking from that experience, he will give you the ideas of how to combat the challenges, work with the strengths you have, and give new insight on sustaining and becoming stronger and wiser than ever.  

  • Learn how to drive the ideal customer to your dealership
  • Find new sources of revenue with your current staff and store
  • Utilize available resources without adding complicated products or systems

Don’t miss this direct and to-the-point session, walk away with fresh ideas that you can implement right away.

Jack Patterson, the CEO of Ignited Services, LLC., has 27 years of experience in the Retail Automotive Industry as Platform Director / General Manager. Highly proficient in both Variable and Fixed Operations, as well as: Advertising, Marketing, Leadership Development, Dealership Operations, Process Management, Personal Training. He oversaw the overall image and consistency of marketing campaigns within his organizations. Jack has a Bachelor's Degree in Business Management from Eastern KY University, and is a Lean Six Sigma Green Belt (ICGB).


Learn How to Reduce or ELIMINATE

Your Credit Card Processing Fees

1pm - 1:50pm
Presenter: Jim Krawczyk, Alleginace Merchant Services Room: 102AB

Join us to discuss HOW to take control of your processing fees by reducing your operating costs associated with these payments. There are hundreds of different credit card rates charged to merchants with the most expensive being Business, Corporate, Purchase or Fleet Cards. These cards cost upwards of 3% to process. What if there was a way to reduce this significantly with minimal to no effort? Good news...there is! With the right technology and payment processor, this idea is made a reality. during our break-out session, we will be discussing multiple ways that you can reduce or ELIMINATE your credit card processing fees.

Jim Krawczyk is an experienced Sales Director with 10 plus years of working in the financial services industry. Skilled in ATM, Bankcard, Advertising, Sales, Sales Management, and Event Management. Strong sales professional with a Bachelor's degree focused in Mass Communication/Media Studies from Southern Illinois University, Carbondale. 


New Web-Based Tools That Can Help

Any Trailer Dealership

2pm - 2:50pm
Presenter: Johnathan Aguero, Blackpurl Room: 101AB

To remain competitive, trailer dealerships need to use web-based tools to quote and engage customers, buy and sell inventory, and help their staff be more productive. In this session, we’ll outline the benefits of several tools—free and paid—that can help teams get more done with the resources they have.

Johnathan Aguero is on a mission to help dealerships organize and streamline their operations using web-based tools. For the past ten years, he has consulted with dealers to improve sales, service, and parts department process. Today, he specializes in dealership software and its impact on profitability.


8 Habits of Highly Efficient Operations

Beyond 2021

2pm - 2:50pm
Presenter: Ken Barnes, DealerPro Training Room: 101CD

In this workshop, Ken Barnes will discuss habits of highly successful profitable service operations that operate efficiently and satisfy customers. Topics will include phone handling skills, scheduling work, unit walk around with the customer, courtesy inspection by the technician, technician dispatching, triage diagnosis, parts tracking system and suggested maintenance service. You will leave with a workbook loaded with processes and ideas that satisfy customers and increase profits.

Currently, Ken Barnes is the Director of Sales Operations for DealerPRO Training, where he has worked with hundreds of Auto and RV dealerships for the last 14 years. Ken’s vast experience in the U.S. and Canada, helping dealers increase profits in Fixed Operations and improve their overall performance, has brought him to the forefront as being one of the industry’s most knowledgeable guest speakers. He presents workshops at NADA, Performance 20 groups, ATD, NATDA, RVDA, NTP Stag, and Hunter Engineering-sponsored workshops among others.


How to Create a Powerful Social Media

Presence with Limited Resources

3pm - 3:50pm
Presenter: Kent Lewis, Anvil Media Room: 101AB

Since the early days of forums and blogs, social media has evolved significantly with platforms like TikTok and Clubhouse growing in popularity. Unfortunately many trailer dealers and smaller manufacturers are still struggling to consistently create and promote compelling content across popular platforms like Facebook, Instagram, Twitter, Pinterest, YouTube and even LinkedIn. This session provides six strategies and tactics for anyone with limited time and resources interested in creating a more visible and engaging presence in social media. Strategies and tactics covered include video, audio, recycled content, syndication and measurement strategies. From this session, you will gain insights that will help amplify your reach, engagement and lead flow via popular and emerging social media.

As President and Founder of Anvil Media, Inc., Kent Lewis is responsible for ensuring the company is living its mission and vision by managing overall corporate strategy, including operations, business development, sales and marketing. Specializing in analytics, search engine and social media marketing services, Anvil is a digital agency which provides measurable marketing that moves clients’ businesses forward.


Creating Recurring Revenue in

Every Department

3pm - 3:50pm
Presenter: Sara Hey, Bob Clements International Room: 101CD

Netflix, your gym, utility bills and more come out of your bank account like clockwork every single month. What is it that many of these companies know about recurring revenue? And how can you transform your dealership into a business that has consistent revenue every single month? Sara Hey will share specific strategies to help create recurring revenue in every department of your dealership.

Sara has never met a Diet Coke or a stage she didn’t like. Sara’s journey working with dealerships started when she was young by provided child labor packing VHS training tapes for dealers across the country. In college, she studied psychology, which has been a huge benefit working in her family’s business as well as with family owned dealerships over the last 10+ years.  Now, Sara spends her time speaking at conferences around the world and working with both manufacturers and dealers to achieve success.


How to Run Sales, 

Parts & Service in the New Age

3pm - 3:50pm
Presenter: Graham Anderson, Kenect Room: 102AB

The further we get into the 21st century, the more digital our dealerships have to become.  The global pandemic over the last 18 months has only enhanced this need.  In this session, Graham Anderson, Co-Founder of Kenect, is going to walk through all the critical tools you should be using in your dealership to stay ahead of the game.

  • Google & Facebook Reviews - Why they are important, how to manage them, how to respond to negative reviews, and how to generate more 5-star reviews
  • Contactless Payments - Does someone need to be in your store to take payment?
  • Virtual Visits to Your Dealership - Ever sold a new unit without someone ever coming to the dealership?  Want to correct a service issue faster than ever before?
  • Text Messaging - 89% of consumers would prefer texting with your dealership rather than taking a phone call
  • More Leads - How are you getting new leads?  Stop using 1998 methods to get leads through your website.

 

 About Graham Anderson 

Graham is the Co-Founder and the Chief Sales Officer of the dealership text messaging and reputation management company, Kenect. Graham is a serial entrepreneur and has been creating technologies to benefit small business owners for almost a decade now. Prior to that, he started his career in the television industry with NBC Universal in Beijing, China and New York City, working on a variety of projects including the 2008 Beijing Summer Olympics, the Super Bowl, Late Night with Jimmy Fallon, and Saturday Night Live.


KEYNOTE

North American Economic Update

4pm - 4:50pm
Presenter: Chris Doughtery, Wells Fargo Room: 103ABC

During this session, Charles Dougherty, Vice President for Wells Fargo, will provide an overview of the North American economy. Charles will address key economic and market trends affecting dealer sentiment and sales. He will also discuss the challenges and opportunities that are impacting dealers and lenders.

About Charles Dougherty

Charlie Dougherty is a Vice President and Economist with Wells Fargo's Corporate and Investment Bank. Based in Charlotte, NC, he covers the US economy with a focus on commercial real estate, housing, construction and regional sectors of the economy. He regularly writes indicator reports, produces special commentary and contributes to the company's Weekly Economic & Financial Commentary. His commentary on the US economy has been featured in various regional and nationa media publications, including Bloomberg News, Yahoo Finance and The Washington Post. Before joining Wells Fargo in 2017, Charlie worked as a regional economist and consultant for IHS Markit and more recently for CertainTeed, one of the largest building product manufacturers in North America. Charlie holds a BA and BS in economics and finance from the University of Pittsburgh and MA in economics from Temple University. He is a member of the National Association of Business Economics, Philadelphia Council of Business Economics and Charlotte Economics Club.


Technicians may join in the education program this year with six hands-on workshops offered for technical training and certification. Workshops will be offered in two 4-hour sessions on Wednesday, September 1, 2021 from 8am-12pm and 1pm-5pm at the Music City Center. 

Seats will be offered to NATDA members first on a first-come, first-served basis.

COST: $25 (Limited Seating Available)

Morning Classes: 8am - 12pm

Basic Towing Systems Specialist (Mechanical)
Instructor: Chris Long, Connected Correctly

This session will cover the mechanical aspects of towing installation, focusing on:

  • Vehicle tow capacity advising
  • Trailer hitch type and classification
  • Over-the-axle towing equipment overview
  • Weight distribution hitch types and mechanics
  • Ball mounts, hitch balls, pintle hooks, multiple adapters and towing equipment accessories
  • Specialty hardware types and proper usage
  • Installation best practices and techniques

This class will include “hands-on” training, allowing participants to demonstrate their competency in the subjects covered, followed by a written examination to earn a certificate of completion.  Students who complete and pass both B&W classes will be grandfathered into a basic level of certification provided by B&W Trailer Hitches later in the year.  Neither course is considered a prerequisite for the other.

Sponsor: B&W Trailer Hitches


Hydraulic Systems Technician
Instructor: Jeff Murphy, President

The “Hydraulic Systems Technician” training course will provide technicians and service advisors with a thorough understanding of hydraulic lift mechanisms, battery optimization methods, cylinder operation and more.

Participants will learn and/or demonstrate an understanding of the following:

  • Various types and classes of lift mechanisms
  • Basic understanding, maintenance and troubleshooting of DC hydraulic power units
  • Understanding of the complete hydraulic systems and their interrelated components
  • Wiring of 12-volt vehicle electrical systems for hydraulic systems
  • Battery Optimizer System, installation, service and maintenance
  • Hydraulic Cylinder operation, trouble shooting and maintenance

Additionally, there will be a component of training that is designed for technicians and/or service advisors to help customers determine the correct equipment for their specific needs as well as how to professionally orientate customers on the proper use and maintenance of their hydraulic-driven dump systems.

The course will include “hands-on” training and will give participants the opportunity to demonstrate their competency in the subjects covered, followed by a written examination to qualify for this basic certificate of completion.

Sponsor: Premium Supply


Proper Dealer Service Techniques for Trailer Axles and Electric Brakes

Instructor: Bill Snider, Product Training Manager

This is a combined classroom/hands-on course taught from an axle manufacturer’s service perspective.  The course includes practical techniques for thorough trailer axle service and reduced repair cycle times; including error-proofing to result in maximum customer satisfaction and minimized returns or call-backs.  The course subject matter and training equipment address routine service covering the majority of axles serviced by NATDA members:  Axles ranging up to 8000 pounds individual capacity with electrically operated brake systems.  The curriculum is arranged for technicians with less than five years of service; but will include tools and techniques that may be of interest to a wider audience and those who desire refresher training.  Attendees will receive certificates documenting the four hours of training. 

The course will include:

  • Safety considerations when servicing axles and brakes
  • Proper axle bearing, hub, and spindle assembly; tools; and techniques
  • Electric brake theory of operation
  • Drum brake burnishing and adjustment
  • Electric brake controller introduction
  • Brake and trailer wiring harness electrical troubleshooting
  • Servicing electric brakes
  • Tow Assist system overview
  • Wheel attachment considerations

Sponsor: Dexter Axle

Afternoon Classes: 1pm - 5pm

Basic Towing Systems Specialist (Electrical)
Instructor: Chris Long, Connected Correctly

This session will cover the electrical aspects of towing installation, focusing on:

  • 12-volt vehicle electrical systems (2-wire, 3-wire, and pulse width modulation) for trailer functions
  • Wiring plug types, functions, features and wiring codes
  • Electric brake controller types and applications
  • Wiring installation best practices and techniques
  • Troubleshooting common electrical problems on vehicle/trailer combinations
  • Professional orientation guidelines for educating the final user on proper operation of their towing equipment

This class will include “hands-on” training, allowing participants to demonstrate their competency in the subjects covered, followed by a written examination to earn a certificate of completion.  Students who complete and pass both B&W classes will be grandfathered into a basic level of certification provided by B&W Trailer Hitches later in the year.  Neither course is considered a prerequisite for the other.

Sponsor: B&W Trailer Hitches


Hydraulic Systems Technician
Instructor: Jeff Murphy, President

The “Hydraulic Systems Technician” training course will provide technicians and service advisors with a thorough understanding of hydraulic lift mechanisms, battery optimization methods, cylinder operation and more.

Participants will learn and/or demonstrate an understanding of the following:

  • Various types and classes of lift mechanisms
  • Basic understanding, maintenance and troubleshooting of DC hydraulic power units
  • Understanding of the complete hydraulic systems and their interrelated components
  • Wiring of 12-volt vehicle electrical systems for hydraulic systems
  • Battery Optimizer System, installation, service and maintenance
  • Hydraulic Cylinder operation, trouble shooting and maintenance

Additionally, there will be a component of training that is designed for technicians and/or service advisors to help customers determine the correct equipment for their specific needs as well as how to professionally orientate customers on the proper use and maintenance of their hydraulic-driven dump systems.

The course will include “hands-on” training and will give participants the opportunity to demonstrate their competency in the subjects covered, followed by a written examination to qualify for this basic certificate of completion.

Sponsor: Premium Supply


Advanced Trailer Axle Service, Suspensions, Hydraulic Brakes and Air Brakes
Instructor: Bill Snider, Product Training Manager

This is a combined classroom/hands-on course taught with an expanded service emphasis on axle suspensions and braking systems.   The training equipment will address axles up to 8,000 pounds individual capacity, class examples will extend into medium duty applications of greater capacity.  Service techniques discussed will emphasize suspensions and brakes, but the curriculum will also address some special purpose, rental, agricultural, and marine applications.   The curriculum is arranged for technicians with more than five years of service, those who otherwise have attained the knowledge covered in the earlier course, or those with additional interest in the subjects below.   Attendees will receive certificates documenting the four hours of training. 

The course will include:

  • State brake law summary
  • Properly specifying replacement axle assemblies
  • Medium duty axle bearings and seals
  • Leaf spring suspensions and service
  • Torsion axle theory, ride height, and service
  • Tow vehicle electric brake controller troubleshooting
  • Electric/Hydraulic brake pumps
  • Surge hydraulic brake systems
  • Hydraulic drum and disc brake service
  • Hydraulic brake system bleeding
  • Air brake introduction
  • Trailer alignment troubleshooting

Sponsor: Dexter Axle