2016 September - Dealership OverDrive

Dealership SEPTEMBER 2016 TM A David Lewis & Associates PublicationCustomer Service:The Scienceof Smiling Has Your Sales Presentation Become Stale? The Future of Social Media Selling Ditching Negative Car Sales Lingo

Publisher’s Note Dealership TM Message from David A David Lewis & Associates Publication This month we will be celebrating SEPTEMBER 2016 the opening of our 3rd DLA Training Center in the Northeast. PUBLISHER We open our Pittsburgh Center on David Lewis September 12th. This new Training Center in Pittsburgh, PA will be a great [email protected] addition to our efforts to provide much needed training for the many Dealerships GRAPHIC COORDINATOR that are joining our family and adopting Brian Smithour training programs as their primary source for educating their staffwith the materials we teach. [email protected] Centers in the Metro New York/New Jersey area, as well as our SALES DIRECTORfirst DLA Training Center just outside of Philadelphia have already Mary Mannellabeen a great success and have received rave reviews from those whohave attended training courses there over the past several years. Our [email protected] Pittsburgh Training Center will offer the full roster of courses forSales, Management, F&I, Secondary Finance, Service Advisors and TRAINING LIAISONManagers and Internet BDC training for both Sales and Service. We Priscilla Youngwill also be offering our new training courses for Parts and Body ShopManagement as well. [email protected] you are looking for Basic Sales Training to get your new hires CIRCULATION / SUBSCRIPTIONSoff on the right foot or advanced courses of study in every area of retail Jennifer Potterautomotive, we have it available for you in grand style. Our facilitiesare designed to offer a great place for learning while at the same time [email protected] a full service and fully equipped environment that combineseducation, fun, fellowship and food all in one package. CONTRIBUTING WRITERS Dino DeLucaAt David Lewis and Associates, we believe that getting the righttraining is the best way to ensure that you will have a successful career [email protected] this business. We teach proven methods developed from nearly fourdecades in retail automotive and all of our DLA Certified Trainers are Becky Nixonthe best available and committed to giving you the most excellenttraining available on the market today. [email protected] who have attended our DLA Training Courses have gone back Brian Shermanto their dealerships fully equipped to reach new heights in theircareers. The feedback we have received from our students has [email protected] to drive us forward toward our goal of having DLA TrainingCenters available for all of North America wherever training is needed Bill Taylorin this industry. [email protected] more information visit our website at www.davidewis.com or callour headquarters in Melbourne, Florida at (800) 374-3314 and talk to a Dealership OverDrive magazine makes every attempt torepresentative about signing up for the training you or your staff need ensure the accuracy of all published material. However ittoday. The proven results have shown us that you won’t regret it if you cannot be held responsible for opinions expressed or factsdo. So sign up today and start taking your business to the next level. supplied herein. Nothing may be reproduced in whole or in part without written permission from the publisher. AllEnjoy this month’s edition of Dealership Overdrive. I hope to see you rights reserved. The publisher encourages you to submitsoon and hear how the training we do is changing your business and suggestions. Submitted materials become the property ofaffecting your financial life in a big way. David Lewis & Associates, Inc. and will not be returned. Send material for publication to 10 Suntree Place, Melbourne,David Lewis - President, David Lewis & Associates, Inc. FL 32940. The editor reserves the right to edit material; submission of material constitutes permission to edit2 Dealership OverDrive and publish that material. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is presented with the understanding that the publisher is not engaged in rendering legal, accounting or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. From a Declaration of Principles jointly adopted by a Committee of the American Bar Association and a Committee of Publishers. www.davidlewis.com

contents 4 Has Your Sales Presentation Become Stale? 8 The Future of Social Media Selling 12 Ditching Negative Car Sales Lingo 16 What Makes for Good Advertising 18 Look Ma . . . No Hands! Who Wants A Driverless Car? 20 Preparing for a Great Years End 22 A History of Vans 26 Customer Service - The Science of Smilingwww.davidlewis.com Dealership OverDrive 3

Has Your Sales Presentation Become Stale?Being a good salesperson requires a lot advance our career to the next level. more than a gift for gab and an outgoing personality. If you’ve been in the business The status quo is always waiting to set thefor a while you know that a well structured sales boundaries of our future and limit us from ourprocess is one of the most valuable tools you true potential. It is our willingness to investcan develop to maintain consistent results and in ourselves and our future that can turn thingsgrow your business. Yet, sometimes we become around and break the cycle that keeps us fromcomfortable with our current results and instead achieving our best.of increasing our skills and abilities, we acceptour sales process the way it is and fail to improve Today, with so many changes in technology andin the areas where we could better ourselves and the Internet driving the sales process, a revolutionincrease our earnings. is taking place in the way our customers want to do business and how they purchase the productsThe longer we are in the business the easier it is they desire. These well informed customers haveto fall into the ‘same old, same old’ and consider higher expectations and access to information thatour current level of ability to be all that we once was not easily available to them. Because ofneed for success. When this happens our sales this, we must rise to the occasion and advance ourpresentation can become stale and lifeless and, knowledge and skills if we want to be successfulthough we may be steady producers, we fail to in our attempts to earn their business.4 Dealership OverDrive www.davidlewis.com

Like hitting the F5 button on a computer keyboard, for their success. They must add the excitement,we constantly need to refresh our sales presentation encouragement and inspiration that customers areto make sure we’re inspiring our customers to looking for if they want to sell them a car. Theywant to do business with us. Selling cars today must know their product and be able to presentrequires a genuine desire to please the customer its special features and benefits, including thoseand help them achieve their goals while at the that are common to most of today’s vehicles. Theysame time letting them retain control of their own must also present themselves during their salesdecision-making process. process in a way that makes them appeal to the customer and stand out as unique and differentAt David Lewis and Associates, nearly 30 years from the competition.in the business of automotive sales training hastaught us one very important lesson about change: This does not happen by chance. It is a learnedDoing things the way we’ve always done it process that requires an investment of time andbecause “that’s the way we’ve always done it” is energy and a commitment to practicing andthe worst possible reason for doing anything in the perfecting proven methods for success until theycar business. Especially for doing something that become natural and comfortable for the customer.has already proven itself as a negative practice thatis poorly viewed by those who are shopping for Today’s salesperson must recognize that mostwhat we sell. When most people say they would customers come in with their defensive mechanismsrather have a dental root canal than go to a car on full alert and that in many cases they do sodealership to purchase a vehicle, it’s time to because of the way they have been treated by us.reconsider the way we sell cars. This makes it our responsibility to relieve their stress levels as much as possible and create aCustomers want to be inspired and enticed to buy positive experience that will help them enjoy thethe things they want, but they don’t want someone sales process without fear or apprehension.to tell them what that is. Learning how to discoverwhat a Customers’ buying motivations are is a In spite of what many in our business think,skill that takes time and requires less telling and customers having access to so much informationmore listening and watching. One of the great and knowing our standard process doesn’t meanadvantages the Internet brings to us is that by the we are stuck selling by lowest price alone. Iftime they actually come to our dealerships they that were really the case, who needs trainedprobably already know what we have to offer. So salespeople? Dealers can just hire trained monkeysif they are there they are most likely looking for who know how to work a cash register.more than just the particular brands we sell. Shoppers today are still looking for salespeopleResearch shows us that most car shoppers are also who can help them enjoy the process of buyinglooking for someone willing to work hard to earn a car and though they do want a good deal,their business; someone inspiring who they feel what they are really looking for is someonethey can trust. They are looking for a salesperson who will treat them honestly and fairly and withand a dealership that will have their best interest professionalism and integrity. If you are willingat heart and not just be totally focused on selling to be that person you will always have customersthem a car today no matter what it takes. who will come back to you when they need a new car. And they will occasionally refer other familyPressure is out and Customer Care is rapidly and friends to you because of the confidence theytaking its place with today’s buyers. With so many have in you, and the way you work at the businessplaces to buy and so many brands to choose from, of selling cars.salespeople must realize what these options meanwww.davidlewis.com Dealership OverDrive 5

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MTohfeeSdoFiacuSitaeullrleingRegardless of how you personally feel The sale this past June of LinkedIn to Microsoft about social media as a place to do for $26.2 billion indicates the software giant’s business, the growth of B2B marketing is recognition that the future of social media sellingquite impressive across all social media platforms. is bright and not something to be ignored by anyWhile consumer purchasing influenced by social business wanting to more effectively market theirmedia contacts still dominates and is still growing products online.steadily, there is a definite upward trend amongbusinesses that are advertising on social media Though in the past companies have fought hardplatforms like Facebook, LinkedIn, Twitter, to keep their employees off of social media whileBlogging or Google +. at work, powerful apps like ‘Slack’ are showing8 Dealership OverDrive www.davidlewis.com

that social platforms can actually be a tremendous for doing business just as it is now for personal use.tool for computer connected employees to acquireinformation and other resources they need to While it is true that much use has been madecarry out their work more effectively and more of text messaging by spammers, it is still anefficiently. Slack allows you to interconnect all of extremely viable medium for honest marketingyour social contacts and platforms into channels by traditional businesses. If it wasn’t producingthat can be made either public or private allowing results the spammers wouldn’t be using it. Whatyou to communicate on practically any level with it says though is that companies need to findothers in your network. non-invasive ways to use texting for the simplicity and speed it has to offer and put it to work where itSuppose you were messaging with a potential can be useful. While phone calls and emails oftenCustomer on Facebook and you wanted to drop a go for hours, or even days, before being answeredvideo walk-around on them or connect them with or responded to, most people will look at a textsomeone in the Service Department, Parts, F&I or message when it comes in as it requires little effortManagement for questions they need answered? and carries with it a certain sense of urgency.Having all these resources inter-connected throughSlack allows you to avail yourself of any persons With more than 2 billion active social media usersinput while remaining connected with the worldwide, and that number growing at an averageCustomer online without interruption. of 25% each year, no one is ignoring its potential for business these days.Streaming Video According to print and online business magazineWith the launch of so many new live video-streaming Fast Company©, “Nearly 80% of businessesplatforms last year live video is set to become now have a dedicated social media team.” Fastmore accessible for those without big media Company says “Nine out of 10 U.S. companiesbudgets. The push to make relatively inexpensive are now active on social networks. The samehi-definition video cameras in digital 35mm format overwhelming percentages are reporting increasedmakes shooting great video more familiar to most exposure as a result, and more than half say theirpeople and certainly easier to get superb results. social media efforts are boosting sales.”Most of these new cameras have built in Wi-Fifor easy uploading to social media. With platforms Instead of penalizing employees for sociallike Facebook Mentions, Facebook Work, YouNow, media usage at work, many companies are nowGoogle hangouts, Blab, Periscope and a host of encouraging their staff to share updates aboutothers hitting the scene, live video will become the business on their own social media accounts.easier to use, higher in quality and more accessible They’re using their own employees to get the wordthan ever before. out and the results have been quite impressive.Text Messaging Though digital marketing represents a large portion of most company advertising budgetsThough texting is something nearly everyone with today, those budgets look to be significantlya smart device uses, it is still largely unexplored increased over the next year as more companiesin its potential for doing business transactions become accustomed to these new resourcesand communications. Companies and marketers and platforms for marketing their products andthat learn how to make use of text messages and services on social media. Those who make thetexting platforms will find that it is extremely move successfully can expect to be rewardeduseful for business and is more personal and for their efforts with more visibility and moreimmediate than most other forms of social media. connections to a broad range of potential buyersAs companies begin to use text messaging without to bring into their family of customers.coming across as disruptive or too aggressive,texting will become a powerful and effective toolwww.davidlewis.com Dealership OverDrive 9

Tired of getting beat by your competition?When is enough ... enough?It’s time to take charge of your dealership and provide professional real-world training to your most valuable asset ... YOUR PEOPLE! FACT The nation’s highest volume dealerships provide on-going sales and management training to their entire staff. FACT You spend 20 times more on advertising than you do on professional training, why?Watch David every Monday on FACT the CBT Automotive Network3 Convenient Training Options If you don’t make a change today and start training your people, they will eventually . In-House Training leave and so will your customers. . Online Training . DLA Training Centers FACT Philadelphia - NY/NJ Metro - Pittsburgh Your total solution to sales and management training is just a phone call away. We can help you get the deals and profits your dealership deserves. FACT The sooner you call, the quicker we can get started providing world-class training to your staff.Dealership Sales, Service and Management TrainingCELEBRATING 1986 201630YEARSFor information, please call Mary Mannella at 800-374-3314 ext. 215 or visit us at: www.davidlewis.com10 Dealership OverDrive www.davidlewis.com

HOW TO INCREASE YOURDEALERSHIP PROFITS BY$50,000+ PER MONTH FOR DEALERS & GM’S ONLY! SEPTEMBER 20, 2016 • 9AM - 5PM at the DLA Philadelphia Training Center Areas That Will Be Covered: SALES • F&I • BDC • FIXED OPS • EXPENSE CONTROL STAFF RETENTION • REVENUE GROWTH “Since signing up with David Lewis & Associates Training, our results have been beyond belief. Our volume is up over 60%, our profits have doubled and my staff loves the sales process we learned from David and his Trainers.” Scott Casebeer, Dealer – Capital Auto Group TaugbhytDeaxvcildusLievweilsy To reserve your spot for this informative event, call Mary Mannella at 800-374-3314 ext. 215www.davidlewis.com or email her at [email protected]

DitchingNegative Car Sales LingoThey say it’s hard to teach old dogs new Lay Down tricks. But, for some in this business there are some old tricks that need to go the way Terms like ‘Lay Down’ indicate that someoneof the dinosaur if we truly want to have the right is easily run over by a slick salesperson withoutview of the customers we serve. Sometimes, much effort. We all like an easy sale. Yet, whatno matter how friendly we appear to be on the if it is not really the best thing for our Customersurface, we may still cling to negative perceptions but they are someone who is easily outwitted orof customers that can find their way into our controlled and will probably have regrets laterthought process while attempting to sell them a on after they buy the car. Do we really havevehicle. We put on our sales face and roll out the our customers’ best interest at heart when wered carpet but often hold on to negative thoughts knowingly take advantage of their timidity or lackabout those who come to us looking for help. This of knowledge? If we are working with someonewill eventually affect our ability to treat them the and sense that they are a ‘Lay Down’ should weway we really should. try to get them into a vehicle that will be best for us or one that would be best for them?Buyers Are Liars We should look at every shopper as a potentialTake the old term: “all buyers are liars!” Is that ‘customer for life’ and treat them accordingly.really true, and is it the way we should feel aboutthe people who make it possible for us to earn a Be Backgood living selling cars? Knowing that customersoften come to our dealerships expecting to be It is easy to think poorly of a customer who comespitched, pressured or lied to, does it not seem likely in several times seemingly wasting your time andthey can perceive our negativity in spite of how much still not buying anything. This can be an easywe put on a good show? Modern psychologists trap to fall into where we label someone and passtell us they can and that they probably will. that information around the Sales Department for12 Dealership OverDrive www.davidlewis.com

others to form a negative opinion as well. Some Fortunes come and go and someone strugglingpeople also refer to a Be Back as someone who today could end up being a highly successfulsays they will be back but fails to return for an entrepreneur tomorrow if they turn things aroundappointment. We all love possibility thinking and take the right actions in life. If we treatwhen it comes to our own success, but shouldn’t everyone with respect and look forward to a daywe have that for our customers too? when they are doing better, when that day comes we may very well be remembered by them asMany a salesperson has spent endless hours on a someone who helped them in a time when theycustomer who ended up not buying anything. Yet, were not doing so well.weeks later they show up out of the blue and,apparently having solved their financial problem or The point is, as a man thinks. so he is. If we avoidhaving finally made their decision, they show up viewing customers through the critical lens ofwith cash or a big down payment and buy the same bad car sales lingo we can find ways to help themcar they were looking at for a decent price. accomplish their goal of purchasing a vehicle and make a sale. When someone comes looking to doRoach business we should always try our best to find a way and avoid forming negative opinions of themRoach is an especially negative term that is that will only hinder our ability to do what we areoften used in the car business for customers who there to do: sell them a car.have poor credit. With America just beginningto recover from the recent recession, that state ofbeing could apply to a lot of people. But the ideaof thinking that way about someone trying tomake a major purchase from you is certainlydisrespectful at the least. Today’s unqualifiedbuyer may eventually become your best customer.www.davidlewis.com Dealership OverDrive 13

SETNAheLTREDSYLACLEOVUERLSE DAY 1This course is available to take every • Why the Automobile Industry? week at both DLA Training Centers! • What Makes a Salesperson Successful? • Customer Attitude Toward Salespeople A five-day course designed for the individual • Salespeople Attitude Toward Customers just entering an Auto Sales Career. Students • Four Rules of Sales will learn the basic principles of how a • Basic Process Review Dealership operates and leave having • Step 1 - Meet & Greet learned a comprehensive outline on the steps to the sale. Extensive role playing and DAY 2 scenario based situations will be covered. • Characteristics & Perceptions Each participant will return to the Dealership • Attitudes & Feelings ready to take their first “UP.” • Industry Myths • Four Basic Buyer Questions 14 Dealership OverDrive • Step 2 - Qualification • Step 3 - Inventory Walk • Step 4 - Vehicle Selection DAY 3 • Step 5 - Internal Presentation • Step 6 - Demonstration Ride • Step 7 - External Presentation • Step 8 - Service Walk DAY 4 • Handling Objections • Basic Negotiations • Sold Customer Follow-Up DAY 5 • Handling Phone Ups • Goal Tracking Please call 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com www.davidlewis.com

The DLA Training Centers are your one-stop trainingfacility for the entire Dealership! Hundreds of students go through our doors monthly. Are you one of them?If not, become a member and join today!When you think Training, Think DLA!w22ww.davDidelaelwerish.ciopmOverDriveDealershwipwOwv.dearDvirdivlewis.co12m5

What Makes forGood AdvertisingFor many years, the retail automotive The Local Good Ol’ Boy industry has used advertising patterns that are extremely predictable and often Then of course there are the dealerships thatoutrageously funny. One car dealership in Florida advertise their years of honest car dealing in thefor years ran their ads like they were a family of community. How they are the most dependable,hillbillies just trying to make a decent living selling trustworthy dealership that has always been therecars. The ads featured a live country or bluegrass at the same location since time began. Sometimesband where all the salespeople looked like Li’l the dealer will do the ad with his faithful dog orAbner or Lulu from the old Hee Haw television even have his grandchildren sing a tune or repeatshow. They’d perform a couple of bluegrass or some nice catchy slogan. This makes them soundcountry songs and invite everyone in for the best just like your friendly next door neighbor who willdeal of the day. It was certainly funny, but usually treat you like family if you come in for a car.you had to stay up all night to see their ads. All of these have their place and some are actuallyUnbeatable, Stupendous Deals effective. But, what really makes for a good advertisement and what are the goals that everySome high volume dealerships that rely strictly on ad or promotion piece should focus on to make itgenerating massive traffic through whatever means effective and produce results that create incomepossible will run ads with competing announcers and traffic for your dealership?shouting promotions at the top of their voices usingaudio effects that sometimes seem other-worldly. Here are a few advertising goals that are provenThey announce below invoice pricing, outlandish reliable when it comes to creating good ad copytrade-in values on any car that can be pushed, for any medium:pulled or dragged into the dealership; financingapproval for anyone and low or zero interest rates. Know Your AudienceOf course, all of this is then followed by a legal Who buys the brands you sell and what demographicdisclaimer that is spoken so fast even Superman should you be targeting for your advertising? Ifwould have a problem figuring it all out. But like you generalize your advertising for anyone whoit or not, they wouldn’t be doing it if there weren’t gets the mailer or sees the promotion you will missa lot of people who respond and show up at their the target 80 to 90% of the time. Trying to selldealership looking for a great deal. Buicks to Millennial’s is like trying climb Mt.16 Dealership OverDrive www.davidlewis.com

Everest without a Sherpa guide: You won’t make not only sell a car, you will probably earn a loyalit, and the probability of you dying in the process customer in the process. If you use terms like:is pretty high. “Friendly and Reliable,” make sure you treat them that way when they call or come to the dealership.Who is most likely to want what you sell andwhere can you find them to tell them what Promote Your Brands to Buildyou have to offer? Should you promote your Awarenessdealership on social media, in their mailbox, overthe radio channels they listen to or by running Know you brand awareness and how best totelevision ads on the shows they watch? Figure promote it. You goal is to make people think ofthat out first before you start producing your your brand first when they are in the market for aadvertising and you’ll get the best bang for your car. What is recognizable about the brand(s) youbuck. Don’t do something just because you’ve sell? What do most people think of when theyalways done it that way. Get up to date information think of your brand of vehicles? Remind them ofand you can create up to date advertising. that in your advertising and include what people and the manufacturers are saying now about theGet Their Attention vehicles you sell: economy, sporty, luxury, off road, best value, hi-technology, safety, uniqueWhat is it you need to do to grab their attention styling, etc. What special features and benefitsright away? Using highly readable fonts and the come to mind when shoppers think of yourright colors can make a big difference for both brands? Feature those things in your advertisingprint and online advertising. Use a strong headline and get to them as quickly as you can before theyand make a statement that is targeted to the type turn the page or go to the next website.of person who buys the brands you sell. Picturesand diagrams that make a statement are the best Increase Sales and Profitsways to attract attention in advertising. Make sureyou include an immediate benefit in the heading to The obvious goal of any advertising is to increasedraw the readers’ attention to your ad and follow sales and profits. But you must build into everyit with a statement or reference that backs up what ad or promotion both an immediate and a longyou are saying. Refer to popular vehicle magazines term strategy. You certainly want shoppers to buyor online promotions that speak well of your something now, but at the same time you wantbrand. Highlight results from consumer guide them to become repeat users of your productscompanies or surveys where your brand scores and services. Ads that focus only on thehigh marks. If you are going to have pictures of immediate sale today will constantly have to buildsomeone presenting your vehicles with images their advertising around the ‘now benefit.’ That’smake sure they are relevant to the kind of person important and you certainly want that result. But,or demographic that buys what you are selling. you also want to plant the thought in the customers mind that yours is the place to go for all theirInspire Immediate Action transportation needs.Put your best foot forward with something that Promote all that you have to offer every time youmakes them want to act. But, make it real and run an ad and you will get maximum benefit fordon’t try anything that in any way is a bait and the dollars you spend: modern facilities, friendlyswitch. If you are offering something that has a salespeople, quality vehicles, great warranties, bestdeadline on it, don’t hide that in tiny print as a service department, fair and honest pricing, currentway to deceive the shopper. Today’s buyers hate trade-in values. If you promote these benefitsmanipulation tactics and they will spread the news and deliver on the promises you make you standon their social media platforms if you use them in a great chance of getting immediate results andyour advertising. Offer them something you can build long term customer relationships with thosedefinitely deliver when they show up and you’ll who buy from your dealership.www.davidlewis.com Dealership OverDrive 17

Look Ma...No Hands! Who Wants A Driverless Car? Mercedes F 015 Concept car at the North International Auto Show (NAIASWith all of the current hullabaloo over back. Now, we all long to experience warp speed driverless cars, it recently occurred to like Captain Kirk and wish we could travel the me that most Americans probably won’t Galaxies in search of the next great adventure.like the idea as much as the engineers think they These days, regular exercise for some folkswill. I mean, isn’t the experience of driving part consists of lifting a computer mouse or gameof what excites us all about the cars we own. system controller to chase car thieves, zombiesAre we really ready to hand the wheel over to a or space aliens across the wastelands of far offmindless contraption made of metal, plastic and a planets, just to see how many of them we canbunch of electronic computer parts ― regardless kill or capture before dinner is served.of how cool and sophisticated they may be? Idon’t know about you but I don’t think I am. I like Of course we now have ‘Pokémon Go’ to take usbeing in control of my car. In fact I like it so much outside in search of creatures floating in the etherI usually prefer being the driver of any vehicle I’m if we need some real physical exercise. That isin; even if someone else is with me who can drive. if we can take our eyes off our tablets or smartCall it fear, paranoia or just good sense. Either phones long enough to avoid walking intoway, that’s the way I like it! oncoming traffic or stepping off a bridge and dropping to our death.Of course, the race for driverless cars is on whetherI like it or not. Once man crossed the line from Still, Captain Kirk had Mr. Sulu to navigate thecounting on their fingers to the first hand held Enterprise for him whenever he had free time toTexas Instrument calculators there was no turning enter an update on his Star date daily log computer.18 Dealership OverDrive www.davidlewis.com

Captain Kirk never left the Enterprise in auto advancements we can’t stop going forwardpilot mode when he gave up the Captains Chair. until we reach the point where God say’s “that’sSpock or some other well trained pilot type took enough” and some catastrophic event drives usover and made sure the controls were always in back to the Stone Age to start over again. Afterthe hands of someone with an actual brain in their all, do you really think a bunch of slaves draggedhead that wasn’t made of wires, plasma energy those two-ton stones up the side of the pyramidsand computer chips. to build them? If you’re someone who thinks aliens did it, who wants to fly into outer space andMost of the folks who are really gaga about find a civilization that could do that fifty thousanddriverless cars seem to be the tech billionaires that or so years ago?are building them. They have so much money andtime they don’t have anything else to do until they No, I think I’ll stick with a steering wheel heldcan finally land successfully on the moon and start firmly in my hands for the time being. Hopefullymining for cheese (or whatever else is up there). I they’ll still have them when they finally make memean, don’t these guys watch the Jetsons? Even hand over my driver’s license. I guess then I won’tGeorge had to drive their flying car to his job at have any choice but to let someone else drive meSpacely Sprockets or whenever the family went wherever I need to go. I just hope they’re humanon an outing. and they don’t mind me being a back seat driver at times. After all, a man’s got to have some dignityI guess it goes with the territory though. Once in his life; even if it’s only yelling turn and stopwe cross a certain barrier of technological orders from the back seat of his car.www.davidlewis.com The CityMobil 2 is a project of urban automatic road transport system without a fully electric driver. Dealership OverDrive 19

Prepari2n0g16 2017for a GreatYears EndAll dealers want to close out the last year-end specials. Write some blog articles quarter with a big push to reach their that get people talking about holiday deals and year-end sales goals. The holidays are emphasize any factory promotions that will becoming, new inventory has been pouring in, and available during the last three months of the year.the drive to close out the 2016 inventory can makeit a great time for buyers to get good deals. The Since many families take vacations during thefinal quarter of the year is always a good time to holidays, it can be a great time to run promotionsdrive special promotions for the holidays with on mini-vans, conversion vans, SUV’s and otherbuyers looking for gifts for themselves and for travel vehicles both new and used. Don’t forget tothe family, so both new and used cars can be hot emphasize the need for service for those who willitems if they are promoted well. be making holiday excursions. This can be a great time to sell tires and run specials on fluids andBe Proactive belts and promotions for weatherizing vehicles for those holiday trips. Focus on promoting freeSeptember is your opportunity to start prepping diagnostic services to help your Customers avoidCustomers for the year end specials. Don’t wait any mechanical surprises while making theirfor the holidays themselves to start selling the holiday journeys. For late model vehicles that areidea of gift giving. Start planting the seeds with out of warranty this can also be a good opportunityyour Customers on your website and in your to sell your Customers additional serviceadvertising. Your dealership blog and social media protection for their vehicles.platforms are great places to start promoting your20 Dealership OverDrive www.davidlewis.com

A Great Time for Training offer real cost savings and benefits to your loyal Customers in appreciation for their past business.September is a great time to get some training You might want to think about a ‘Customerfor your Sales Managers, Salespeople, F&I and Appreciation Day’ that is specifically promoted toService Advisors. Our DLA Training Centers all previous Customers who may be in the market forhave active courses this month and if you haven’t a vehicle. Check out your database for those whosigned up for any yet, check out our course purchased in the past and offer special year endschedules at our website at http://www.davidlewis incentives to come in and see what you have to offer.com/Workshops.aspx. See what’s still open andget your people or yourself signed up. Even a If you have added on or remodeled any of yourshort one or two day sales refresher course can facilities over the summer, this is a good reasonrevitalize your team and give them new ideas for to have an ‘Invitation Only’ event for previousselling during the holidays. If you have hired Customers. It can be a great way to show offany new Salespeople or service advisors over the the 2017 model lineup and to promote year endsummer and haven’t yet had them properly trained, specials on 2016 models as well. Getting yournow is a good time to do that as you get ready used inventor out there looking great and offeringfor the last quarter and start promoting sales and special deals in your Service Department can boostservice deals to close out your year. your revenues during year end events like this.Most dealerships focus only on the Customers at Create Friendly In-House Competitionthis time, but it’s the Salespeople who will turnthose who come to your dealership in response to Car Salespeople are highly competitive and thereyour ads from shoppers into buyers. Make sure are few things that can get them motivated likethey are ready to do their best. bonuses for a job well done. Get creative and find reasons to give them special incentives for theThat goes for your BDC staff as well. They will work they do. While most people are off for thebe handling the calls and incoming contacts from holidays these can be the busiest time of the yearCustomers looking for year-end deals. Make for car Salespeople. Let your people know howsure they are ready and know how to ramp up much you appreciate what they do with the thingtheir enthusiasm for getting Customers to come that really matters: money! Give them specialin for appointments in both sales and service. incentives for making good grosses as well asAs the front line of communications for your increasing their numbers on the board. Remember,dealership, they need to be fully aware of the more they make on a deal, the more theeverything you are going to be offering during the dealership makes in the process. Things like giftholidays. Our courses on BDC Lead Generation cards or cash spiffs for reaching certain daily orcan make a big difference in how prepared they weekly goals can really get them excited and bringare for doing business and generating leads during out their best skills.the holiday season. Keep your people pumped by giving them all theDon’t Forget Your Existing Customers tools and training they need and by being extra creative when it comes to incentivizing theirThe holiday season is a great time to let your year-end production. The better prepared andexisting Customers know how much you more excited they are about selling, the more theyappreciate their business. Offering special will sell. The more they sell the more moneyincentives for their loyal patronage can be very everyone makes in the process. That can certainlyattractive to those who purchased from you in the make the holidays special times of celebrationpast. Everyone likes to feel special and to feel for everyone and the year’s end a great time ofthey are important to the company’s where they increased profits for your dealership.do business. Focus some special promotions thatwww.davidlewis.com Dealership OverDrive 21

A History of VansWhen we think about vans first showing the modern van. It was developed as a simple up on the roads of America, most of us front-wheel drive vehicle after World War II. probably think of the hippy vans or VW Citroen produced nearly half a million of themCamping vans from the early to late 1960’s. Vans in their factories in Belgium and France andhave had a wonderful and colorful history here in most of them were sold in France, Belgium andthe United States though they originally got their the Netherlands.start in Europe near the end of World War IIwhere they demonstrated incredible flexibility of The first model was simply known as the H-Van.applications for help in rebuilding after the war. The HZ model appeared in 1950 but because of its softer springs the load bearing capacity wasThe Citroen H-Van limited. In 1959 Citroen released the HY models that were able to carry much heavier loads. TheThough most people think of the VW van as HX model was a custom built refrigerated van,the first one on the road, the 1947 Citroen H-Van and there was also an HW model otherwise knownwas the real forerunner of what we know to be22 Dealership OverDrive www.davidlewis.com

as a betaillere (horsebox). ‘splitties because they had the 2 part windshield. After 1967, they switched to a single glass winThe power units for the H-vans consisted generally shield and these became known as the ‘bayof an early and later version of 1911cc four window models.’ These featured modificationscylinder petrol engines. The later one was also which included winding windows and a top speedavailable as a 1600cc unit. The early engine was of 80mph. They weren’t as cool looking as thebased on the engine used in the Citroen Traction, ‘splitties’ but they had more power and the otherwhile the latter cross flow engine with an alloy modifications made them quite popular. Afterhead was based on the Citroen ID car engine. 1979, more modern versions were developed andAfter 1963, Perkins diesel engines became these became known as ‘wedges.’ For the originalavailable followed later by one from Indenor of VW fans the charm was lost and the cozy camperPeugeot. Top cruising speed in these vehicles had become a bungalow on wheels.was around 60MPH. The early VW Vans were never known for theirThe Volkswagon Van power or speed and if you owned one you were well aware that they weren’t going to get youThe birth of VW vans arose after World War II and going at top speed or ever have that truck chassisthey were derived from the original Volkswagon feel. At 1100 cc’s, they sometimes sounded likeBeetle design which was the brainchild of Adolf a large sewing machine. Their air cooled rearHitler. The British found themselves running the engine made a noise similar to a Cushman EagleVW factory in Wolfsburg, Germany starting in Motorcycle and the narrow wheelbase made them1947 after the war ended. At the time they were a little bit rockier than the later vans that were builtusing the stripped down Beetle chassis and with bigger wheel spans and/or truck chassis.running gear to make trolleys for driving partsaround the VW factory. The same basic design was used for anything from a panel van to a high top camper known asBen Pon, a Dutch VW importer, saw these the Vanagon. The Type 2, along with the 1947trolleys and sketched a design for a beetle-based Citroën H Van, are among the first ‘forward control’van, which looked rather like a box on wheels. vans in which the driver was placed above theIn 1948 Heinz Nordhoff took over as CEO of front wheels.Volkswagen and further developed this idea andthe first VW van was launched at the Geneva In the United States, the Corvair-based ChevroletMotor Show in November 1949. Corvan cargo van and Greenbrier passenger van were basically a copy of the VW’s Type 2’sBy 1950, Volkswagen was producing ten vans a rear-engine layout, using the Corvair’s horizontallyday and after that the basic design remained the opposed, air-cooled engine for power. Exceptsame for the next forty years. Over five million for the Greenbrier and various 1950s–70s Fiatvans were produced during that period of time. minivans, the VW Type 2 was the only other oneThe unique vehicle with the up-front control, rear that stuck with the rear-engine design.engine and box-shaped body instantly filled a needfor simple but sturdy vehicles for transporting On Dec. 20, 2013 the Volkswagen factory in Saolightweight cargo and passengers. With its high Bernardo do Campo, Brazil rolled out the finaldegree of flexibility and low production cost, the “Type 2” van off the line and into the annals ofVW Van, formally known as the ‘Type II Bus,’ vehicle history. After a 63-year history as afilled that gap and became an immediate hit in military transport vehicle, a cheap and funEurope and soon after in America. vacation travel vehicle and a camper that served for many as a home away from home, productionThe first generation of Volkswagen buses werebuilt from 1949 to 1967. They were known as Continued on next pagewww.davidlewis.com Dealership OverDrive 23

Finding Tomorrow’s Collectible Cars Today, continued great travel vehicle without making the full jump or cost of purchasing a full size motor home.of the VW Type 2 came to an abrupt halt.Volkswagen had stopped producing the van in The Chrysler Mini-vanGermany in 1979, and after that they limited itsproduction to Brazil. Now that’s over and with it In 1983 the world’s first minivan’s rolled off ofthe end of an era. Chrysler’s assembly line. It was the vehicle that saved Chrysler from financial doom and helpedFord Econoline Van to make Lee Iacocca a household name. Though it wasn’t released until ‘83 it had been on theThe first E-Series Econoline vans built from 1961 drawing board since the early 70’s.to ‘67 were based on the compact Ford Falconcar. These were sized roughly to compete with the By the time the 1980’s rolled around there had1961 Chevrolet Corvair Sportvan and the already already been two fuel crisis’ and many large vansfamous Volkswagen Type 2 van. The first E-Series hit the auctions in lieu of the real fear of gas priceshad a flat nose with the engine between and behind continuing to rise. There really was no idealthe front seats. This same design was later adopted vehicle for families and sedans and stationsby the Chevrolet Van and Dodge A100. It was an wagons were going away in an effort to saveimmediate success with utilities companies like fuel cost in a struggling economy. It was Iacoccathe Bell Telephone System where it was used for who saw the mini-van as the solution to themost of their service and installation trucks. It was problem of a family sized vehicle that wasn’toriginally offered in three designs: a cargo van, a extremely large or requiring V-8 engines andpickup truck and an 8-passenger full-size van with could do well as a front wheel drive vehicle. The3 rows of seats. rest is automotive history.Between the seats were Ford’s 170ci and 240ci There are really a lot more vans that we couldsix-cylinder engines. They became extremely mention like the Japanese Daihatsu Hijet and Atraipopular with traveling music combos and the that dominated Asia multi-person transportationsixties saw the landscape dotted with them as and cargo carriers from the 50’s to the 70’s.hippies and bands scoured the countryside carrying Toyota and Honda also jumped into the mini-vantheir instruments inside or pulling a trailer behind game soon after Chrysler releasing some of thethem. In the winter time the center mounted best selling vans and highest rated vans of the pastengine cover was a good place to sit and helped to 30 plus years. But for lack of space we’ll have towarn the occupants inside whenever necessary. return to that story at a later time.In 1968 – 1974 the Ford E-Series revolutionized Citroenvan design and moved the engine to the front H-Vanunder the cover of a short hood. These would bethe first vans offering an optional V8 engine. Overthe next six years, GM, Chrysler and Ford wouldall redesign their vans with hoods graduallyevolving to a short truck-like hood, and evolvingfrom their original designs based on compact carsto using components from full-sized pickup trucks.All of the ‘Big Three’ continue to this day to www.davidlewis.comproduce vans for the marketplace and they are stillextremely popular for cargo or people transportsand can be found in many variations includingluxury conversion models available with the latesthi-tech comforts and amenities that make for a24 Dealership OverDrive

Success has two ingredients:People and TrainingLet DLA Recruiting provide you with both! DLA RECRUITING WILL: Find Candidates • Screen Prospects • Schedule Interviews1 Ads placed in your local area in Career Builder, Monster.com, Indeed, Craigslist and your local workforce agencies.2 Recruiters begin reverse resume researching and marketing, as well as, resume prospecting throughout your area.3 Applicants are screened based on your desired hiring criteria. Pre-employment process to include valid driver’s license, drug screen and background check consent.4 Phone interviews are conducted to confirm eligibility and skill level for the desired position.5 Candidate is recorded answering a series of questions for the hiring manager to review and determine if they would like to interview the applicant.6 Candidates who meet requirements, are scheduled with a face to face interview with the designated Dealership contact.7 Once a hire is made, our Training Liasion will enroll the hiree into the appropriate course depending on the position they accepted.DLA RECRUITINGSalespeople - Internet/BDC - Service Advisors - Administrative StaffFor information, please call Mary Mannella at 800-374-3314 ext. 215www.davidlewis.com or visit us at: www.davidlewis.com Dealership OverDrive 25

Customer Service -The Science of SmilingWith all that is happening in the world face and a happy attitude. In fact, the idea of right now, coming up with a good smile Customer service has always been best expressed seems harder and harder every day. by the phrase: “Service with a smile.” No matterPeople are worried about the economy, terrorism, how bad things are going a smile seems to lightenracial strife, the outcome of the upcoming the day and make things seem a little brighter.elections and a host of other things too numerous Even a toll booth doesn’t seem half as bad if theto mention. It seems like there are more and more person taking your money is a friendly smile andreasons to worry every time we read the news, says: “Have a good day.”listen to the radio, or turn on the television. Itcertainly is a good time to put on a happy face if Of course, for most of us, a smile isn’t scientific,you are in the business of selling. it’s just a natural response to something we feel, see or hear that gives us a feeling of happiness.Great Customer service always involves a smiling According to science it is much more than that.26 Dealership OverDrive www.davidlewis.com

According to science it is much more than that. we smile. To put all that in the simplest of terms:An article in the Observer magazine from the We smile because we are happy about something‘Association for Psychological Science’ puts it or we just feel good and want to make others feelthis way: good too.“A smile begins in our sensory corridors. The ear Actually, what the APS Observer article iscollects a whispered word. The eyes spot an old explaining is what is referred to as the Duchennefriend on the station platform. The hand feels the Smile, named after the famed 19th Century Frenchpressure of another hand. This emotional data neurologist Duchenne de Boulogne. Duchennefunnels to the brain, exciting the left anterior conducted pioneering research into the science oftemporal region in particular, then smolders to the electrophysiology discovering what neurologicalsurface of the face, where two muscles, standing functions in the brain actually caused two specificat attention, are roused into action: The zygomatic muscles to react producing what we know as amajor, which resides in the cheek, tugs the lips smile, namely: the zygomatic major muscleupward, and the orbicularis oculi, which encircles which turns the corners of the lips up, and thethe eye socket, squeezes the outside corners into orbicularis oculi muscle which contracts aroundthe shape of a crow’s foot. The entire event is short the eyes resulting in the appearance of distinctive— typically lasting from two-thirds of a second to wrinkles commonly referred to as Crows Feet.four seconds — and those who witness it oftenrespond by mirroring the action, and smiling back.” Thankfully, at the same time this scientific knowledge was becoming popular in Europe,Huh? . . . Don’t worry! I didn’t get all that either. American business entrepreneurs were working on the concepts of the value of smiling and they foundI’m pretty sure it’s really a lot simpler than that for a much better use for such knowledge by putting itmost of us; even though some may appreciate the into action in the psychology of Customer Service.effort, and the probably millions of dollars in grant All of the great founders of the American retailmoney that went into the research and produced industry understood the value of giving service withsuch an exhaustive explanation for those of us who a smile and encouraging their Customers as a bigneed a scientific understanding of how and why part of great Customer relations. Continued on next pagewww.davidlewis.com Dealership OverDrive 27

Customer Service - The Science of Smiling, continued There are no more loyal Customers than those you choose to treat as friends. When you do your bestWalmart Founder Sam Walton said: “Nothing to make their day happier they will respond byelse can quite substitute for a few well-chosen, becoming the best salespeople in your business.well-timed, sincere words of praise. They’re Not only will they come back to you when theyabsolutely free and worth a fortune.” need your products and services; they will tell others what a good job you did for them and thoseDenis Waitley, success Guru and author of ‘The people will come looking for the same things.Seeds of Greatness’ and ‘The Winners Edge’ says:“A smile is the light in your window that tells So set your attitude button on ‘Smile’ and it willothers that there is a caring, sharing person inside.” encourage your Customers to do the same by you doing it. It not only works, it REALLY works! ANeither has the value of a smile escaped the notice smile can be heard over the phone as well so don’tof those who make a living in comedy. Comedian forget to give one to your call in Customers asPhyllis Diller was fond of saying: “A smile is a well. And if your Customers don’t have a smile,curve that sets everything straight.” give them one of yours. It is worth the effort and promises great rewards to all those who practiceLegendary comedian Red Skelton always ended an it in their daily life and business.appearance onstage with a big smile and the words“Good night and God bless.” His philosophy But, if all that scientific stuff is too much for you,in life was pretty simple as well: “I live by this all you really need to know is this: A smile is likecredo: Have a little laugh at life and look around tight underwear. It causes your cheeks to go up.you for happiness instead of sadness. Laughterhas always brought me out of unhappy situations.Even in your darkest moment, you usually can findsomething to laugh about if you try hard enough.”28 Dealership OverDrive “The driver’s seat slides right out, providing even more cargo space.” www.davidlewis.com

UpcomingCourses Philadelphia Training CenterSEP 9/1 Entry Level Sales (Day 4) OCT 10/3 Receptionist/Phone Operator/Administrative 9/2 Entry Level Sales (Day 5) 10/4 Advanced Sales Management 9/7 Advanced Sales Management Program (Day 1) 9/8 Social Media for Salespeople 10/5 Leadership (9-1pm) Understanding Your Customer (9-1pm) Coaching (1-5pm) 9/9 Common Mistakes Salespeople Make (1-5pm) Advanced Sales Management Program (Day 2) 9/12 Advanced Management Negotiations (9-1pm) 9/13 Phone-Ups: Level 2 10/6 Hiring/Motivation (1-5pm) Entry Level Service Advisor (Day 1) Advanced Sales Management Program (Day 3) 9/14 Train the Trainer (9-1pm) Advanced Sales: Level 1 10/7 Leasing for Managers (1-5pm) 9/15 Advanced Sales Program (Day 1) Advanced Sales Management Program (Day 4) Entry Level Service Advisor (Day 2) Negotiations for Salespeople (9-1pm) 9/16 Business Etiquette (1-5pm) Objections: Level 1 10/11 Common Mistakes Salespeople Make (9-1pm) 9/19 Advanced Sales Program (Day 2) 10/12 Understanding Your Customer (1-5pm) 9/20 Entry Level Service Advisor (Day 3) 10/17 Social Media Marketing for Salespeople 9/21 Leasing for Salespeople (9-1pm) 10/18 Advanced Sales: Level 1 9/22 Prospecting & Follow-Up (1-5pm) 10/19 Advanced Sales Program (Day 1) 9/23 Advanced Sales Program (Day 3) Objections: Level 1 Entry Level Service Advisor (Day 4) Advanced Sales Program (Day 2) Phone-Ups: Level 1 Leasing for Salespeople (9-1pm) Advanced Sales Program (Day 3) Prospecting & Follow-Up (1-5pm) Entry Level Sales (Day 1) Advanced Sales Program (Day 3) Phone-Ups: Level 1 Entry Level Sales (Day 2) 10/20 Advanced Sales Program (Day 4) Entry Level Sales (Day 3) Entry Level Sales (Day 4) 10/21 Entry Level Sales (Day 5) 10/24 Entry Level Sales (Day 1)“I had a wonderful week at training. I feel 10/25 Entry Level Sales (Day 2)like I am a thousand miles from where I 10/26 Entry Level Sales (Day 3)was prior to the course and I look forward 10/27 Entry Level Sales (Day 4)to using my knew knowledge. Brian was 10/28 Entry Level Sales (Day 5)very professional, energetic and a pleasureto be taught by. Thank you for offering “Anybody in a sales position can benefitsuch a wonderful training program and from this information from personally toI actually look forward to taking more professionally. Thank you!”courses at DLA!” - Delson Burns, C&C Ford Chrysler - Nathaniel Probasco, Conicelli NissanFor more information call 800-374-3314 ext. 215 Scheduled course dates are subject to change without prior notice. Please check www.davidlewis.com for updated class dates and details.www.davidlewis.com Dealership OverDrive 29

UpcomingCourses NY/NJ Metro Training CenterSEP 9/1 Internet/BDC: Lead Generation (Day 1) OCT 10/3 Negotiations for Salespeople (9-1pm) 9/2 Internet/BDC: Lead Generation (Day 2) 10/4 Business Etiquette (1-5pm) 9/6 Advanced Sales: Level 1 Advanced Sales: Level 1 Advanced Sales Program (Day 1) Advanced Sales Program (Day 1) 9/7 Objections: Level 1 Advanced Sales Program (Day 2) 10/5 Objections: Level 1 9/8 Leasing for Salespeople (9-1pm) Advanced Sales Program (Day 2) Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3) 10/6 Leasing for Salespeople (9-1pm) Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3)9/9 Phone-Ups: Level 1 10/7 Phone-Ups: Level 1 Advanced Sales Program (Day 4) Advanced Sales Program (Day 4)9/20 Advanced Sales Management 10/11 Social Media Marketing for Salespeople Advanced Sales Management Program (Day 1) 10/12 Receptionist/Phone Operator/Administrative 10/24 Entry Level Sales (Day 1)9/21 Leadership (9-1pm) Coaching (1-5pm) Entry Level Service Advisor (Day 1) Advanced Sales Management Program (Day 2)9/22 Advanced Management Negotiations (9-1pm) 10/25 Entry Level Sales (Day 2) Hiring/Motivation (1-5pm) Entry Level Service Advisor (Day 2) Advanced Sales Management Program (Day 3) 10/26 Entry Level Sales (Day 3)9/23 Train the Trainer (9-1pm) Entry Level Service Advisor (Day 3) Leasing for Managers (1-5pm) Advanced Sales Management Program (Day 4) 10/27 Entry Level Sales (Day 4) Entry Level Service Advisor (Day 4)9/26 Entry Level Sales (Day 1)9/27 Entry Level Sales (Day 2) 10/28 Entry Level Sales (Day 5)9/28 Entry Level Sales (Day 3)9/29 Entry Level Sales (Day 4)9/30 Entry Level Sales (Day 5)“It was very helpful learningdifferent material and strategies!This material will further abetter communication with ourcustomers and getting them onthe lot. I would come back andlearn in different classes again!” - Kristen Barr, Price Toyota of New Castle Delaware For more information please call 800-374-3314 ext. 215Scheduled course dates are subject to change without prior notice. Please check www.davidlewis.com for updated class dates and details.30 Dealership OverDrive www.davidlewis.com

UpcomingCourses Pittsburgh Training CenterSEP9/12 Understanding Your Customer (9-1pm) 10/3 Advanced Sales: Level 1 10/4 Advanced Sales Program (Day 1) 9/13 OCTCommon Mistakes Salespeople Objections: Level 1 9/14 9/15 Make (1-5pm) 9/16 Advanced Sales: Level 1 Advanced Sales Program (Day 2) AUTOMOTIVE TRAINING CENTERAdvanced Sales Program (Day 1) Objections: Level 1 Advanced Sales Program (Day 2) 10/5 Leasing for Salespeople (9-1pm) Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3) Leasing for Salespeople (9-1pm) 10/6 Phone-Ups: Level 1 Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 4) Advanced Sales Program (Day 3) 10/7 Understanding Your Customer (9-1pm) Phone-Ups: Level 1 Common Mistakes Salespeople Make (1-5pm) Advanced Sales Program (Day 4) 10/11 Advanced Sales: Level 29/21 Advanced Service Advisor Techniques 10/12 Objections: Level 2 Advanced Service Advisor Program (Day 1) 10/13 Internet/BDC: Lead Generation (Day 1)9/22 Understanding the Service Customer (9-1pm) Advanced F&I Concepts (Day 1) Service Advisor Phone Techniques (1-5pm) 10/14 Internet/BDC: Lead Generation (Day 2) Advanced Service Advisor Program (Day 2) Advanced F&I Concepts (Day 2)9/23 Effective Service Walk Arounds (9-1pm) 10/17 Phone-Ups: Level 2 Advanced Service Advisor Program (Day 3)9/26 Entry Level Sales (Day 1) 10/18 Advanced Sales Management9/27 Advanced Sales Management Program (Day 1)9/28 Entry Level Sales (Day 2) 10/19 Leadership (9-1pm)9/29 Entry Level Sales (Day 3) Coaching (1-5pm)9/30 Advanced Sales Management Program (Day 2) Entry Level Sales (Day 4) Advanced Management Negotiations (9-1pm) Hiring/Motivation (1-5pm) Entry Level Sales (Day 5) Pittsburgh, PA10/20 Advanced Sales Management Program (Day 3)“This class was great and I really loved 10/21 Train the Trainer (9-1pm)being here. The instructors were fun. I Leasing for Managers (1-5pm)learned a lot and I feel my time was fulfilled. Advanced Sales Management Program (Day 4)I hope I am able to take the teachingswith me wherever I end up. I just want 10/24 Entry Level Sales (Day 1)to takethe time to thank my manager for 10/25 Entry Level Sales (Day 2)sending me and I would like to 10/26 Entry Level Sales (Day 3)thank Brian and Dino for teaching.” 10/27 Entry Level Sales (Day 4)Jesse Trader, Sales Representative at Winner Ford/Hyundai 10/28 Entry Level Sales (Day 5)For more information please call 800-374-3314 ext. 215www.davidlewis.com Scheduled course dates are subject to change without prior notice. 31 Please check www.davidlewis.com for updated class dates and details. Dealership OverDrive

IN-DEALERSHIP TRAININGOur results were immediate! We saw the confidence of both our Since joining DLA, our results have been beyond belief. Ourexperienced and less experienced Salespeople and Sales volume is up over 60%, our profits have doubled and my staff lovesManagers increase after the first training visit. DLA provided us the sales process we have learned from David and his Trainers.with word tracks, as well as a road map to follow plus a methodfor daily re-enforcement and support, which kept the training I have noticed that our Salespeople have a much better understandingmoving forward between each training visit. of the Customer, which allows them to build stronger relationships. Plus, we have seen a dramatic decrease in both Salesperson andSince the inception of our DLA training, our volume & grosses are up 25% and Manager turnover.our CSI & Online reviews have been elevated. Our Customers are more relaxed,which has made it so much easier for us to create more sales. We have made David’s program the foundation of our sales process and that will not change. We will continue to have his Trainers visit our Dealership so our growthThe best investment you can make in your Dealership is in your people. DLA will continue.provides us with that investment and our ROI on this training has exceeded ourexpectations. I strongly recommend David and his team of trainers. Train with DLA! Their approach, ideas and method of training work. Your Customers Steve Bierwirth will love the process, your Salespeople will enjoy the training, you will sell more cars and your grosses will increase. Is there any better reason than that?President & General Manager of Boast VW Motors, Inc. Scott CasebeerTraining that Dealer, Capital Auto Group, Inc. Gets Results!• Sales Training • Sales Management• F&I Training • Secondary Finance• Internet/BDC • Fixed Ops For more information, please call Mary Mannella at 800-374-3314 ext. 215 or visit us at: www.davidlewis.com