Dealer conference names keynote speaker

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Author Robert Stevenson will be the keynote speaker at the 2012 Marine Dealer Conference & Expo, which is set for Nov. 11-14 in Orlando, Fla.

Stevenson will deliver a speech at 5:30 p.m. on Nov. 12 titled “How the Best Get Better” that closes the first full day of the conference.

“Stevenson will give you actionable tips you can use in your business right away to improve customer satisfaction, increase referrals and grow sales,” the conference said in a statement.

The tips include pointers for identifying customer service problem areas; techniques to establish, implement and review dealership service standards; alternate methods for boosting customer satisfaction; and best practices for building a service culture from within.

Stevenson, a former All-American athlete, has owned several companies, worked in positions from salesman to CEO and authored two books.

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