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2014 Automotive Dealer Satisfaction Survey Results in Europe (Webinar)
2014

April 8, 2014

Objective
The objective of the one hour complimentary webinar (45-min presentation / 15-min Q&A) is to share the results of the 2014 SGS Dealer Satisfaction Survey with the Warranty Processes and Goodwill/Extended Service Contracts handling in the 4 EU countries DE, UK, FR and IT.

Agenda
The webinar will discuss further information about:
• For which brands dealers find warranty easy to work with
• Dealer Satisfaction with the key warranty tools field force, hotlines and audit
• Dealer Satisfaction with the level and administration of goodwill
• Dealer Satisfaction with the level and administration of extended warranties
• Comparison of results between 2012 and 2014 survey wave

Background
This survey is part of SGS Global Warranty Satisfaction survey conducted in Europe, US, China, Brasil and Argentina during the course of 2014. It is the first ever multi-continent warranty satisfaction survey for the automotive industry and follows the two previous surveys performed by SGS in Spring 2012 in the main European markets and 2013 in the US.

Conducted on almost 1,500 dealers over 17 brands in the 4 main markets of Europe, the results of this unique industry study will enable those responsible for warranties at vehicle manufacturers to understand their brand’s position compared to the competition. It gives a clear benchmark for the warranty controlling processes of hotlines, field force and audits. The survey, conducted between January and February 2014, indicates overall satisfaction with the ease of warranty handling, goodwill policies and extended warranty programmes, with findings based on high-level analysis that lends support to the conclusions of this paper.

The goal was to evaluate franchised dealers satisfaction of the key tools for modern warranty management.

The focus of the study was the overall processes and dealer perception of the warranty management system – evaluated in three main areas:
• Ease of conducting business
• Warranty control mechanisms
• Goodwill and extended warranty

In particular, warranty management that involves OEM personnel and their service providers, each of whom plays a vital role in the cost structure of an OEM, was researched.

Target Audience
This webinar will be most of interest to …Warranty Managers, Aftersales Directors, Dealer Audit managers, Dealer Call Center Managers, Management of Large dealers, Warranty Professionals, Dealer Service Managers, Dealer principles, Automotive Dealer Associations


Register here: www.sgs.com/AUTOwebinars


For more information, please contact:
Roland Gagel
SGS SA
1 Place des Alpes
CH-1211 Geneva
Switzerland
t: +49 6128 74873 812

 LOCATION: Geneva
 PHONE: +49 6128 74873 812
  4/8 - 4/8
 Facility: Online
 Sponsors: SGS
 WEB SITE: www.sgs.com/AUTOwebinars
 Arizona
6-Step Road to Service Advisor Success Workshop
2014

Jeff teaches how to increase customer retention, have higher survey scores, have the highest sales!

 LOCATION: Phoenix
 STATE OR COUNTRY: Arizona
 PHONE: 800-248-2931
  4/23 - 4/24
 Facility: TBA
 Sponsors: Jeff Cowan's Pro Talk
 WEB SITE: http://automotiveservicetraining.com/dealership-we
 Web Event
Dealers View of Warranty: SGS Dealer Satisfaction Survey with Warranty Administration in China
2014

The objective of the one hour complimentary webinar (45-min presentation / 15-min Q&A) is to share the results of the 2014 SGS Dealer Satisfaction Survey with the Warranty Processes and Goodwill/Extended Service Contracts handling in the PR of China.

 STATE OR COUNTRY: Web Event
  5/19 - 5/19
 Facility: Online
 WEB SITE: http://bit.ly/1mRO4OU
 ENGLAND
Dealers View of Warranty: SGS Dealer Satisfaction Survey with Warranty Administration in Brazil
2014

This survey is part of SGS Global Warranty Satisfaction survey conducted in Europe, US, China, Brasil and Argentina during the course of 2014. It is the first ever multi-continent warranty satisfaction survey for the automotive industry and follows the two previous surveys performed by SGS in Spring 2012 in the main European markets and 2013 in the US.

 STATE OR COUNTRY: ENGLAND
  5/21 - 5/21
 Facility: Online
 Sponsors: SGS
 WEB SITE: http://www.sgs.com/en/Our-Company/Events/2014/05/D
 SWITZERLAND
Dealers View of Warranty: SGS Dealer Satisfaction Survey with Warranty Administration in Argentina
2014

The objective of the one hour complimentary webinar (45-min presentation / 15-min Q&A) is to share the results of the 2014 SGS Dealer Satisfaction Survey with the Warranty Processes and Goodwill/Extended Service Contracts handling in Argentina.

 STATE OR COUNTRY: SWITZERLAND
  6/10 - 6/10
 Facility: Online
 WEB SITE: bit.ly/1mYi47l
 Michigan
Collision Repair Education Foundation's 13th Annual Golf Fundraiser
2014

The Collision Repair Education Foundation will be holding their 13th annual golf fundraiser on 7/31/14 in conjunction with several other national industry events/meetings taking place in Detroit. Funds raised assist the Foundation in providing support to high schoo/college collision school programs.

 LOCATION: Hoffman Estates, IL
 STATE OR COUNTRY: Michigan
 PHONE: 847-463-5244
  7/31 - 7/31
 Facility: Northville Hills Golf Club - Northville, MI
 Sponsors: PPG Automotive Finishes
 WEB SITE: http://collisioneducationfoundation.org/
 Canada
Performance Élite : du 9 – 11 septembre 2014 – Montréal, QC
2014

LGM est fier d’offrir la formation Performance Élite : une approche commerciale repensée . Il s’agit d’un cours interactif de trois jours présenté par des formateurs accrédités qui enseigneront des techniques éprouvées conçues non seulement pour augmenter la productivité et le rendement de la concession, mais aussi pour améliorer la satisfaction de la clientèle. L’inscription inclut trois jours complets de formation. De plus, les déjeuners continentaux et les dîners sont compris.

 LOCATION: Montreal
 STATE OR COUNTRY: Canada
 PHONE: 1.855.552.3646
  9/9 - 9/11
 Facility: Montreal, Quebec
 Sponsors: LGM Financial Services Inc.
 WEB SITE: http://bit.ly/1oRwvOu
Elite Performance: September 9-11, 2014 – Oakville, ON
2014

LGM is proud to present Elite Performance: Transforming the Sales Approach, an interactive 3 day training course, led by our certified training instructors to introduce proven techniques designed to increase dealership productivity, profitability, and improve customer satisfaction. Registration includes 3 full-day classroom sessions, continental breakfast, coffee/tea and lunch.

 LOCATION: Oakville, Ontario
 STATE OR COUNTRY: Canada
  9/9 - 9/11
 Facility: LGM Oakville Office Suite 204, 2295 Bristol Circle
 Sponsors: PowerTrain
 WEB SITE: http://bit.ly/1t3xGuz
Elite Performance: September 9-11, 2014 – Edmonton, AB
2014

PowerTrain, LGM Financial Services Inc.'s exclusive training brand, is proud to present Elite Performance: Transforming the Sales Approach, an interactive 3 day training course, led by our certified training instructors to introduce proven techniques designed to increase dealership productivity, profitability, and improve customer satisfaction. Registration includes 3 full-day classroom sessions, continental breakfast, lunch, and breaks.

 LOCATION: Edmonton
 STATE OR COUNTRY: Canada
 PHONE: 1.855.552.3646
  9/9 - 9/11
 Facility: Edmonton
 Sponsors: LGM Financial Services Inc.
 WEB SITE: http://lgmpowertrain.ca/course/elite-performance-s
Elite Performance: September 16-18, 2014 – Vancouver, BC
2014

PowerTrain, LGM Financial Services Inc.'s exclusive training brand, is proud to present Elite Performance: Transforming the Sales Approach, an interactive 3 day training course, led by our certified training instructors to introduce proven techniques designed to increase dealership productivity, profitability, and improve customer satisfaction. Registration includes 3 full-day classroom sessions, continental breakfast, lunch, and breaks.

 LOCATION: Vancouver
 STATE OR COUNTRY: Canada
 PHONE: 1.855.552.3646
  9/16 - 9/18
 Facility: Vancouver
 Sponsors: LGM Financial Services Inc.
 WEB SITE: http://lgmpowertrain.ca/course/elite-performance-s
Elite Performance: September 16-18 – Toronto East, ON
2014

PowerTrain, LGM Financial Services Inc.'s exclusive training brand, is proud to present Elite Performance: Transforming the Sales Approach, an interactive 3 day training course, led by our certified training instructors to introduce proven techniques designed to increase dealership productivity, profitability, and improve customer satisfaction. Registration includes 3 full-day classroom sessions, continental breakfast, lunch, and breaks.

 LOCATION: Toronto
 STATE OR COUNTRY: Canada
 PHONE: 1.855.552.3646
  9/16 - 9/18
 Facility: Toronto, Ontario
 Sponsors: LGM Financial Services Inc.
 WEB SITE: http://bit.ly/1sGzQT5
 California
NADA Convention and Exposition
2015

This convention puts dealers face-to-face with industry executives and features displays of the latest in equipment, services and technology. The event also offers workshops with industry trainers.

 LOCATION: San Francisco
 STATE OR COUNTRY: California
 PHONE: (800) 974-3084
  1/22 - 1/25
 Facility: Moscone Center
 Sponsors: National Automobile Dealers Association
 WEB SITE: http://www.nadaconvention.org
EasyCare's Best Training Day Ever 2015
2015

Back by popular demand, Best Training Day Ever, a one day training event, will present some of the retail automotive industry’s leading performance strategists in live, interactive training sessions. Attendees will have the opportunity to learn about all aspects of operations, with practical information they can take back and implement at their dealership.

Presentations will be given by the industry’s top performers and influencers, including:

-Dave Anderson, president of Dave Anderson’s Learn to Lead
-Jeremy Anspach, president and CEO of Pure Cars
-Jeff Cowan, Pro Talk, Inc.
-Alan Ram, president of Proactive Training Solutions, Inc.
-David Spisak, president of Reverserisk
-Jim Fitzpatrick, founder and CEO of CBT Automotive Network

 STATE OR COUNTRY: California
  1/22 - 1/22
 Facility: Historic Nob Hill Masonic Center, San Francisco
 Sponsors: EasyCare
 WEB SITE: http://thebesttrainingdayever.com/
EasyCare's Best Training Day Ever 2015
2015

Back by popular demand, Best Training Day Ever, a one day training event, will present some of the retail automotive industry’s leading performance strategists in live, interactive training sessions. Attendees will have the opportunity to learn about all aspects of operations, with practical information they can take back and implement at their dealership. Presentations will be given by the industry’s top performers and influencers, including:
-Dave Anderson, president of Dave Anderson’s Learn to Lead
-Jeremy Anspach, president and CEO of Pure Cars
-Jeff Cowan, Pro Talk, Inc.
-Alan Ram, president of Proactive Training Solutions, Inc.
-David Spisak, president of Reverserisk
-Jim Fitzpatrick, founder and CEO of CBT Automotive Network

 LOCATION: 1111 California Street, San Francisco, CA
 STATE OR COUNTRY: California
 PHONE: 773.531.7737
  1/22 - 1/22
 Facility: The Historic Nob Hill Masonic Center
 Sponsors: EasyCare
 WEB SITE: http://thebesttrainingdayever.com/
 Arizona
Auto Dealership Regional Meeting
2015

The Auto Dealership Regional Meeting connects variable operations, fixed operations, compliance and digital marketing in one full day event. The meeting will focus on timely and critical topics designed to drive sales, revenue, performance, and excellence within a dealership. The meeting theme is, Driving Dealership Growth: Sales, Revenue, and Performance.

 LOCATION: Scottsdale
 STATE OR COUNTRY: Arizona
 PHONE: 609.454.1101
  3/27 - 3/27
 Facility: The Phoenician
 Sponsors: ARN, Dealertrack Technologies, Black Book, more..
 WEB SITE: http://www.arnonline.org/regionalmeetings
 Florida
Auto Dealership Regional Meeting
2015

The Auto Dealership Regional Meeting connects variable operations, fixed operations, compliance, and digital marketing in one full day event. The meeting will focus on timely and critical topics designed to drive sales, revenue, performance, and excellence within a dealership. The meeting theme is, Driving Dealership Growth: Sales, Revenue, and Performance.

In this must-attend event, industry experts will share industry best practices, insights, and discuss innovative ideas. This is an opportunity to walk-away with best practices, resources, and tools designed to drive your business growth.

 LOCATION: Hollywood
 STATE OR COUNTRY: Florida
 PHONE: 609.454.1101
  8/7 - 8/7
 Facility: The Westin Diplomat Resort and Spa
 Sponsors: ARN, Dealertrack Technologies, Black Book, more..
 WEB SITE: http://www.arnonline.org/regionalmeetings
Auto Dealership Regional Meeting
2015

The Auto Dealership Regional Meeting connects variable operations, fixed operations, compliance, and digital marketing in one full day event. The meeting will focus on timely and critical topics designed to drive sales, revenue, performance, and excellence within a dealership. The meeting theme is, Driving Dealership Growth: Sales, Revenue, and Performance.

In this must-attend event, industry experts will share industry best practices, insights, and discuss innovative ideas. This is an opportunity to walk-away with best practices, resources, and tools designed to drive your business growth.

 LOCATION: Hollywood
 STATE OR COUNTRY: Florida
 PHONE: 609.454.1101
  8/7 - 8/7
 Facility: The Westin Diplomat Resort and Spa
 Sponsors: ARN, Dealertrack Technologies, Black Book, more..
 WEB SITE: http://www.arnonline.org/regionalmeetings
Auto Dealership Regional Meeting (West Coast)
2015

The Auto Dealership Regional Meeting connects variable operations, fixed operations, compliance, and digital marketing in one full day event. The meeting will focus on timely and critical topics designed to drive sales, revenue, performance, and excellence within a dealership. The meeting theme is, Driving Dealership Growth: Sales, Revenue, and Performance.

In this must-attend event, industry experts will share industry best practices, insights, and discuss innovative ideas. This is an opportunity to walk-away with best practices, resources, and tools designed to drive your business growth.

 LOCATION: Hollywood
 STATE OR COUNTRY: Florida
 PHONE: 609.454.1101
  8/7 - 8/7
 Facility: The Westin Diplomat Resort and Spa
 Sponsors: ARN, Dealertrack Technologies, Black Book, more..
 WEB SITE: http://www.arnonline.org/regionalmeetings
 Michigan
Jan 19th, 2016 CFA Auto Show Luncheon with Michelle Krebs, AutoTrader
2016

Register Now:
https://goo.gl/2dKhbU

1/19/2016 12:00 PM
The Detroit Athletic Club - Ponchartrain Room
241 Madison Street
Detroit, MI 48226

Please note the DAC dress code - No Denim of any style. Business attire is advised.

Michelle Krebs is a Detroit-based senior analyst for AutoTrader.com and an award-winning automotive writer with nearly 35 years of experience covering and observing the global auto industry. She serves as president of the Society of Automotive Analysts and is a board member and past president of the Automotive Press Association. Attendance includes ticket to the NAIAS at Cobo Center during public days.

NPR Interview: http://n.pr/1jaLq5Z

Automotive News: http://www.autonews.com/article/20151208/OEM04/151209870

 LOCATION: Detroit
 STATE OR COUNTRY: Michigan
 PHONE: 7345462390
  1/19 - 1/19
 Facility: Detroit Athletic Club - 241 Madison Street
 Sponsors: CFA Detroit
 WEB SITE: https://goo.gl/2dKhbU
 Web Event
Rawls Auto Auction Dealer Event
2016

Fleet Lease, Franchise, Dealer Consignment, Inop

 LOCATION: Leesville
 STATE OR COUNTRY: Web Event
 PHONE: 585-721-6522
  6/14 - 6/14
 Facility: Online
 Sponsors: Rawls Auto Auction
 WEB SITE: https://www.rawlsautoauction.com/components/report
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