EVERY aspect of your business operation will be enhanced beyond anything you could ever expect.

Designed for individuals and teams in the Automotive industry; 

  • Learn guaranteed sales and service management success techniques
  • Interactive training for maximum results
  • Face to face training with an expert in the industry
Workshop Title Date & Time Location Cost
Attitude and measuring customer experience.

19 Feb 2020
Registration Form 

VACC House
Level 7, 464 St Kilda Rd
Melbourne VIC 3004
VACC Members
1 day - $395

1 day - $440
Developing interpersonal relationships and dealing with difficult customers

4 March 2020
Registration Form 

VACC House
Level 7, 464 St Kilda Rd
Melbourne VIC 3004
Communication skills

18 March 2020
Registration Form 

VACC House
Level 7, 464 St Kilda Rd
Melbourne VIC 3004
Note: GST included


Workshop 1: Attitude and measuring customer experience 

  • Attitude and Achieving
  • Match fitness
  • Circle of influence and being professional and looking after yourself
  • Gaining an appreciation of the importance of positive attitude and how to maintain it
  • Measuring the customer’s experience
  • Customers’ expectations
  • Understanding how to meet the needs of individual customers
  • Understanding our customers
  • Emotional connection with our customers
  • Tailoring to individual customers
  • Introducing four different customer’s styles
  • Using your skills to tailor the approach

Workshop 2: Developing interpersonal relationships and dealing with difficult customers 

  • Developing Interpersonal relationships
  • Dale Carnegie’s Six Principles
  • Body language
  • Questioning and active listening
  • Dealing with difficult customers
  • Evolving customer base
  • Identifying and handling challenging situations
  • Managing customer expectations
  • Features and benefits of selling and closing the deal
  • Confidently asking for the business
  • Handling objections
Workshop 3: Communication skills
  • Gain an insight into how to effectively communicate with individual customers
  • What makes a good communicator?
  • Listening and understanding
  • Effective questioning
  • Building rapport
  • Dealing with difficult situations
  • Communicating electronically

About the Presenter

Tony Foon delivers global training programs to the Asia Pacific, Australia and New Zealand Automotive retail and corporate markets, specialising in delivery of aftersales programs from entry to foundation and master level working with middle and senior management of dealerships teams.


His 38-year involvement in automotive industry aftersales, include 22 years with BMW in South Africa, Canada and Australia. He has also worked with brands such as Volvo, Audi, Jaguar Land Rover, Mini, Honda, Holden, Subaru, Mazda and Mercedes Benz. Tony’s tremendous passion for the industry is the driving force behind his success as an Automotive Facilitator and Coach.


Tony maximizes the learning of individuals in dealerships through executive coaching and training needs analysis. He is a well-qualified and highly motivational presenter who believes that one style or size philosophy doesn’t fit all. His training style is very engaging, inspirational and interactive, focusing on delivering key messages to his audience.


•            Global accreditation trainer status with Jaguar Land Rover

•            Management and Organizational Development in Theory and Practices

•            Human Resources Management and Financial Management

•            Certificate IV in Training and Assessment in additional to Mentoring

•            Accredited Executive Coach

•            Accredited DISC profiling trainer

•            Accredited Trainer for Diploma of Advanced Automotive Management

•            Accredited Trainer for Certificate IV in Automotive Management.