15 JULY Final pages

Dealership JULY 2015 TMFamily A David Lewis & Associates Publication And The Griswold Queen Family Truckster

Publisher’s Note We are halfway through. Are Dealership TM you having a great year? Well, we just passed the A David Lewis & Associates Publication halfway mark in 2015, and sales are up nationally as the JULY 2015 automotive industry rebounds from what many just a few years ago thought could PUBLISHERbe the end of the car business as a good career. Yet, the average David LewisAmerican still depends heavily on their vehicles to move themfrom place to place as they carry on with the life they want to live. [email protected] means there are a lot of reasons to be optimistic about thefuture of our business for the rest of this year as well. GRAPHIC COORDINATOR Brian SmithAt David Lewis & Associates, it has already been a great year aswe have added a number of new areas to our training programs [email protected] curriculum. The new website is much more user friendly andinteractive allowing us to expand our services to reach new levels SALES DIRECTORand deliver newer and better services to our dealer families. With Mary Mannellaour new Dealership Overdrive Magazine, our DLA Blog and the hot,new DLA Live coming on line, there is a lot to look forward to for [email protected] who want to excel in their career and strive for excellence. Mynewest book, ‘Winners vs. Losers,’ is now available to help those TRAINING LIAISONwho want to take themselves and their career to new heights. Priscilla YoungHow about you? I hope you are having a great year and getting [email protected] about closing out the second half of 2015 with big numberson the board and enthusiasm for the future. We are pressing on CIRCULATION / SUBSCRIPTIONSwith full expectations of even greater things to offer our dealer Jennifer Potterfamilies and students who come to our training programs. Ournew live-action broadcasts on DLA Live are our effort to give [email protected] assistance to our trainees in areas where they needa quick response. This is not being done anywhere else in this MEDIA LIAISONbusiness and we fully expect tremendous results for those who Molly Parkjoin us and take advantage of the live interactive trainingprograms with our DLA certified professionals. [email protected] success only comes when those we train and consult with are CONTRIBUTING WRITERSexperiencing success as a result of doing business with us. Our Dino DeLucagrowth and our history of success show us that we are on theright track for having a great year and a great future helping our [email protected] achieve the success they are looking for. At David Lewis &Associates, we strive to see that everything we do here produces Ben Jenkinsgreat benefits for those of you who hire us to help you reach thesuccess you aspire to achieve. So let’s press on together and make [email protected] a year to remember for all of us. Becky NixonDavid Lewis [email protected], David Lewis & Associates, Inc. Brian Sherman2 Dealership OverDrive [email protected] Dealership OverDrive magazine makes every attempt to ensure the accuracy of all published material. However it cannot be held responsible for opinions expressed or facts supplied herein. Nothing may be reproduced in whole or in part without written permission from the publisher. All rights reserved. The publisher encourages you to submit suggestions. Submitted materials become the property of David Lewis & Associates, Inc. and will not be returned. Send material for publication to 10 Suntree Place, Melbourne, FL 32940. The editor reserves the right to edit material; submission of material constitutes permission to edit 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 Fixed Ops: Who Is Stealing Our Service Work? 7 Who Is Training Your Staff, Part II - How to Train for Success 10 The Five Essentials of Leadership, Part III - Leadership is a Verb, Not a Noun 12 Is Your F&I “TO” Policy Working For You?, Part I 14 “Doubled Profits” - An Interview with Scott Casebeer 16 Family Road Trips & The Griswold Queen Family Truckster 24 Winners vs. Losers 26 Are You Prepared To Outrun Your Competition? 28 News from the Philadelphia Training Centerwww.davidlewis.com Dealership OverDrive 3

FIXED OPSWho isStealing OurService Work?If you’ve noticed a drop in your service department business in recent years, it is certainly something to take seriously. Research has shown an average of 124 Secondary Repair Facilities nowoperating within a 10 mile radius of most new car dealerships, andwe are not talking about shadetree mechanics or one man shops.Many of these are full service repair and maintenance franchisesthat can compete with our service departments on many levels, andthey are spending a lot of money to improve the quality of theirappearance and services and will continue to do so as the advancein auto technologies increases.4 Dealership OverDrive www.davidlewis.com

If your service department business is not thriving has been convinced that dealership serviceand growing, this is something you need to take department’s charge higher prices for parts anda serious look at before it’s too late. Dealerships hourly labor rates, and even though that is notcan no longer take for granted that the customers necessarily true, unless they learn otherwise theywho buy their brand will come to their shops will continue to accept the popular opinion asfor maintenance and repairs when they need fact. What they often do not understand is thatthem. The old adage that competition is good is dealerships sell factory original equipmentcertainly true, but only if you are doing your part replacement parts while secondary repairto earn your share of the business that is out there. facilities usually use aftermarket products oftenYou can be certain that the secondary facilities are made in countries with less stringent specificationsserious about recouping their investments by and made from lower quality steel. While it isgrabbing up all the business they can from true that most secondary shops offer originalDealerships and other shops that are operating in equipment parts when they are requested, in thatthe same area they are. So, if you are wondering case they are usually getting their parts fromwho is stealing your business, you won’t have dealerships and then adding their markup as well.to look very far to find out if you really wantto know. We should not have to fear the competition if we are doing our part to service our customersWith current industry research and stay in contact with them to keepshowing that brand loyalty is high earning their business. We can nowith most manufacturers, it stands longer live in the comfort zoneto reason that we should not be thinking that our customersseeing so many customers will just come to us withoutfleeing to the competition of checking on what otherssecondary repair facilities. have to offer first. This isWe are the experts, right? We especially true when youserve the manufacturers who combine a challenged economymake the cars we sell and our with the easy access availabletechnicians are specifically on the Internet for thosetrained to handle the service and who are looking to save money.repair needs of those brands andothers as well. We sell original factory parts If we fail to give due diligence to ourand service the warranties and recalls, as well as marketing and promotions and are notthe regular maintenance suggested by the factory inspiring our Customers to come to us for theirfor keeping their vehicles in tip-top shape and service needs, there is always someone just aroundrunning smoothly. So, it stands to reason that our the corner who will be glad to take our businessCustomers should come to us whenever they have away. In the end, we may find out that they are nota need for service, doesn’t it? Then, why would stealing our business as much as we are handingour customers feel a need to go somewhere else to it over to them without putting up a fight.have their cars serviced?In many cases, it can be something as simple as If we are not doing the job, in a way thatthe fact that we are not chasing the business keeps our Customers satisfied and makes itand giving our customers reasons to come to easy for them to keep coming to us for theirthe dealership. If you are not out there in the service and repair needs, we may as well face themarketplace promoting your services and what fact our business will continue to bleed profits andyou have to offer the customer, you need to know lose Customers to the Secondary Repair Facilitiesthat somebody else is doing just that. The public around us.www.davidlewis.com Dealership OverDrive 5



Who Is TrainingYour StaffPart IIHow to Train for SuccessThis is the 2nd Part of our series on the subject of staff training. If you have not yet read the first installment from last month’s issue of ‘Dealership Overdrive,’ I recommend that you do thatfirst by visiting our website at www.davidlewis.com and pulling downthe tab marked ‘Magazine’ where you can find Part 1 of this series inthe June issue.As I mentioned in the previous article, utilizing the the bar and creating new growth. In fact, if yououtdated sales training methods that have been used believe Einstein’s definition of insanity, doingfor decades in this business can be a great hindrance things the same way over and over and expectingto the production levels of all your sales staff. different results is an effort in futility. That doesDoing things just because “that’s the way we’ve not mean that you should not do any in-housealways done it,” is never a good solution for raising training of new hires that have attended ourwww.davidlewis.com Continued on next page Dealership OverDrive 7

Who Is Training Your Staff?, Part 2, continued process over and over until it becomes natural to them. This can be done effectively using only 15classes, it just needs to be an extension of your minutes a day for rehearsing and role-playing whattotal training program. Once we have trained they have learned in the classroom. Working withyour new and existing Salespeople with the several Salespeople at the same time is the mostfundamentals of our proven Inspirational Sales effective way because they are learning from eachtechniques, continuing that training back at the other and everyone involved benefits from theDealership becomes the cement that solidifies and experience. This can be both valuable and funreinforces the preparation we have provided. and is helpful for creating the type of working relationships in your sales team that will leadTaking knowledge and putting it into action to greater success in the entire productivity ofthrough role-playing is the most effective way your dealership.to develop skills that will become a natural partof the trainee’s sales process. Without change, The idea is to role-play the same topic every daygrowth does not take place. Change requires for 15 minutes until you are convinced the idea,more than just new information to be effective for process or verbiage has become a natural habit.creating growth. It is the repetitive practice of Once this has been accomplished, then attacknew methods and strategies that make the training another technique, process or response.material become natural to the student. Of course,all of our training programs include role-playing as Success is grown best in an environment wherea part of the process. However, just role-playing action is a regular part of the daily process. Whenonce or twice during a training session is not Management and Salespeople work togetherenough to give the maximum effect and get the as a team, they not only create a better workfull potential of our curriculum. Here is where environment, they also enhance the CustomersDealership Management can contribute the most experience for those who come to your Dealershipto the In-House aspect of their Sales Training to shop for a vehicle. The best way to get on theProgram. This is especially true if the Sales same page is for everyone to work together inManagement Team has been through our advanced the process of training for success. That is whentraining in both sales and management and has change and growth become a daily experiencedeveloped the confidence to adopt what they have that empowers your people for their highestlearned into the sales process of their Dealership. performance levels. When that begins to happen, it can ignite a fire in every area of your dealershipRepetition is the most effective way to develop and dramatically increase the level of yournew skills and make them become natural to success. This will set you apart from thewhatever process you are trying to develop. This competition as the place to do business whenis true whether you are talking about learning to someone is looking to buy a new car.play music, golf or flying an airplane. It is thesame with sales training and learning how to Success is grown best indevelop new skills for dealing with Customers. an environment whereTo use an old adage: “practice makes perfect.” action is a regular partThe more you do something the easier it becomes of the daily process.to do it well. - David LewisOnce your trainees have returned to the Dealershipeach manager should take four students androle-play through the different processes theylearned in their training. It’s not enough to tellsomeone this is how you do a good Meet andGreet, or to give them a list of ways to overcomeobstacles and objections. They need to practice the8 Dealership OverDrive www.davidlewis.com





Leaders are action oriented people who will never country we live in. When the automobile industrysettle for the status quo when it comes to is not flourishing, you can see it in every aspect ofperformance or results; their own or the performance our society. Just a few short years ago Americaof those under their supervision. They do not do went into a deep economic recession that causedthings just because ‘that’s the way we have always many to wonder if this industry would evendone it.’ They are innovators and they inspire survive. Detroit had become a ghost town andothers to rise to new levels of achievement in many Dealership organizations across the countrywhatever it is that they do. Leaders inspire others closed their doors and went out of business.to achieve by the way they deal with the However, last year we saw great increases in salesproblems and challenges of their job. They are goal as America fought its way back and people startedsetters and they understand and accept the idea buying cars again and regaining their hopes forthat, “if it’s going to be, it is up to me.” They do the future.not look for the easy way unless it is the best way.To a Leader, the goal and the process are of equal Although no single person can take credit for thisimportance and both bring new understanding return to prosperity, you can certainly believe itand new vision for the next step toward reaching was Leadership that came into play and refused totheir objections. give up. Leaders from every area of our economy and industry stepped up to the plate and faced theLeaders know themselves and they are always problems, bringing new solutions which, by theireager to learn new ideas and methods that will actions, created new opportunities that got usimprove their skills and their abilities to rise to the back on a better path. That is what Leaders do.top. Thomas Jefferson believed the best way to They lead!understand yourself was to act on what you believeabout yourself and your purpose. He wrote, “Do As we delve deeper into the importance of beingyou want to know who you are? Don’t ask. Act! a Leader over these next several issues, it isAction will delineate and define you.” important that you consider your own self and the things that you must do to call forth the LeaderThese are wise words for anyone wanting to that lives inside of you. You don’t have to ownbecome a Leader in a world where Leadership the business or even sit behind a desk in theis always in high demand. It is the presence of Manager’s office to be a Leader. Regardless ofLeaders and the decisive actions they take that whom you are or what background you came from,advance us on the road to progress and create you can become a Leader by applying certainopportunities for change and growth. Without principles to your life and your actions.those who are willing to take a risk and expandtheir horizons, the world would be stuck in the In next month’s issue of our Dealershipmud of mediocrity going nowhere fast. Overdrive magazine, I will show how Leaders ‘Create Change and Facilitate Growth.’ So, beIn many ways, an American Automobile sure to stick with me as we delve deeper into ourDealership is like a microscopic picture of the series on ‘The Importance of Leadership.’www.davidlewis.com Dealership OverDrive 11

Is Your F&I “TO”Policy WorkingFor You? Part IAlmost all car dealerships have certain a Salesperson fails to do this, but it can bring policies in place which they consider them under a little more scrutiny if they fail to critical to the way they do business. keep that policy.Some Sales Managers require all customers tobe introduced to a Manager before leaving the When it comes to the Finance Department, mostDealership. It is not usually a firing offense if dealerships have the policy of 100% “TO” to the12 Dealership OverDrive www.davidlewis.com

F&I office. However, if they leave the no opportunity to create additional profit in theinterpretation of that policy up to the Salesperson, deal through the Business Office.they will usually follow the path of least resistancein order to make sure they do not put any pressure This often happens due to the lack of knowledgeon the Customer before the deal is sealed. This on the part of the Salesperson in knowing how theoffers too many loopholes in the process and finance department works and what their purposeoften leaves a lot of money on the table that could is within the sales process. If Salespeople arehave been additional profit coming through the given the ability to interpret the 100% “TO” PolicyFinance Department. their own way, you can surely bet they will take the path of least resistance in order to protect theIn other words, once the sales process has been Customer from things they think could cause themcompleted, they may fail to “TO” the Customer to back out of the deal. They may think things like additional warranty protection or other products are something the Customer would not be interested in so they take it upon themselves to make a determination on what’s best for the Customer, leaving the F&I department with little or no chance of presenting what they have to offer in the way of rates, incentives and additional products.at that time, and instead, wait to do so when There is nothingthey come back to pick up the vehicle. Say more frustratingthey sold a car on Tuesday, completed all of the to an F&I Managernegotiations, and got a deposit, but the Customer than a missedwas not coming in until Thursday to pick up their opportunity. Consider this: if your dealership sellsnew car and finish the paperwork. Now, Thursday 100 cars per month, and you average $1200 percomes around and the Customer shows up with a unit in F&I, but only see 80% of those customerscheck from their bank or credit union for the full at the point of sale, your lost revenue is $24,000.amount. There are few things more frustrating That sure is a lot of money. Money that we wantto a Finance Manager than to have the Customer and need.“TO’d” to them carrying a check and giving them Next month, I am going to share with you a “TO” policy that will clearly increase the rate of opportunities, eliminate all loopholes in the “TO” policy and create the ability for more revenue.www.davidlewis.com Dealership OverDrive 13



is a tough thing to change, but we have been I have a ‘hands off’ management style, I amsuccessful in creating hospitality and service always pushing my Managers to look for littleoriented culture that sets us apart from things they can do to mix it up and keep growing.everyone else. We belong to a few 20 Groups, and I thrive fromWhat are Capitol Pancakes? talking to Dealers fromI was in an Alaska Airlines airport lounge a other markets andyear or two ago and noticed this machine that hearing what theypops out two pancakes with the push of a button. are doing differentlyI asked about it and decided we had to have one. and successfully.So now we put out our pancake machine in ourCustomer Lounges for those who want to enjoy What results havebreakfast; Chevrolet has it Mondays, Toyota on you received fromWednesdays, and Subaru on Fridays. We found the DLA Training?that some Customers even strategically plan their Our results have been beyond belief. Our volumeservice visits around the pancake machine! is up over 60%, our profits have doubled and my staff loves the sales process we learned fromHow would you describe David and his Trainers.your managerial style?I am very in tune with everything that goes on in How long did it take before youour Dealerships, but do so in a more hands off started realizing these results?style. I have some of the best Managers in the Immediately! We actually realized results duringindustry and I allow them to run and manage their the initial visit. Our team learned concepts thatdepartments in the manner they see fit. I look at they put to use immediately and executed thosemy role as more of an advisor or consultant. If ideas that same day.they have concerns and need advice, they willcome to me and I will help, but for the most part, Other than the increase in sales,I let them do their jobs. have you experienced any other results? I have noticed that our Salespeople have a muchWhat made you contact DLA for training? better understanding of the Customer, whichIronically, I walked into the wrong session at the allows for them to build stronger relationships.2012 NADA Convention. I took a front row seat Plus, we have seen a dramatic decrease in bothand after a few minutes realized that this was Salesperson and Manager turnover.not the session I wanted to see. Fortunately, itonly took me that same amount of time to realize What are you doing to ensure that your Dealershipthat the speaker, David Lewis, was making some continues to grow and maintains success?points that were very interesting. His philosophy We have made David’s program the foundationtowards car sales mirrored what I had always of our sales process and that will not change.thought and wanted to implement. Over the We will continue to have his Trainers visit ournext 90 minutes, I just learned so much. Upon Dealership so our growth will continue.returning to the Dealership, I contacted Davidand asked him to come and spend two days with What advice would you give someone thinkingmy staff. That was 3 years ago and we still train about participating in the DLA Training?with DLA. Train with DLA! Their approach, ideas and method of training works. Your Customers willWhat keeps you awake at night love the process, your Salespeople will enjoy thewhen you think about your dealership? training, you will sell more cars and your grossesI am always looking for ways to improve. While will increase. Is there any better reason than that?www.davidlewis.com Dealership OverDrive 15



Some of the best memories that many of us have movie was national Lampoon’s version of thewere made back then sitting in the back of a big family road trip where Chevy Chase tried tostation wagon with our brothers and sisters while convince his family about the virtues of adad steered us onward to the next stop on our summer vacation road trip to ‘Wally World’ insummer road trip. Classic wagons like the Ford the big new Metallic Pea colored Wagon QueenCountry Squire, Olds Fiesta, Super 88 Wagon Family Truckster he had custom ordered from theand Chrysler Town & Country crossed the U.S. factory. When it finally arrived at the Dealership,looking for the next filling station or roadside diner the wagon was nothing like he had ordered and hewhere families could stop and take out the map to refused to accept it. By then, however, the Dealerdecide what would be their next leg of the trip on had already crushed his trade into about 12 inchesthe way to their final destination. of steel and glass ready to go to the junkyard.Sundays were also a day for fun and relaxation For one American family seeing the Lampoonback then. Many families would load up the Vacation movie was a life-changing event. Thestation wagon, go to church and then head out real Griswold family from Canton, Georgiato Grandma and Grandpa’s house for the day, or decided they would recreate the adventure seenjust take a nice drive in the country before going in the movie. They built a close copy of theback to school and work on Monday. Many states Family Truckster and set off on their own familyhad Blue Laws back then and Sunday was a day vacation from Atlanta to Los Angeles, stopping atwhen most stores or businesses were closed. That all the major places visited by the Griswold’s inwasn’t a problem though as you could always load the movie Vacation.up a big picnic basket and spend the whole daydriving with an occasional stop at one of the Building a reproduction of the Wagon Queenpicnic areas that dotted the sides of the roads in Family Truckster was no easy feat for sure. Themost states. car in the National Lampoon movie was a 1979 Ford LTD Country Squire that had beenYou may be too young to remember those days, modified by Warner Brothers. The copy built bybut for those of us who never had the opportunity, the new Griswold family started as a 1984 FordNational Lampoon released their infamous 1983 LTD Country Squire. To get started they had tomovie ‘Vacation’ starring Chevy Chase, Beverly take a perfectly good Ford wagon, smash out theD’Angelo and Randy Quaid. The screenplay was back windows and remove all the trim from thewritten by John Hughes, based on his short story sides. The front end also needed to be removed“Vacation ‘58” which appeared in National and remade out of fiberglass. This allowed them toLampoon Magazine. The original story is a make room for the 8 headlights that would later befictionalized account of his own family’s ill-fated installed and the bumper that would be lowered totrip to Disneyland when Hughes was a boy. The look like the car in the movie. Continued on next pagewww.davidlewis.com

The LTD they bought for the conversion had those turned their experience into a side business wheregreat pop-up back seats that all kids love that could they help others plan great vacations and theyfold back down into the rear compartment if they still video tape their own road trips in the Greenneeded to carry things other than people. That Pea Truckster so people can follow them onwas one of the great things about the old station social media.wagons: they had lots of extra space if you foldedthe seats down to use it for carrying cargo. When Things have changed a lot in America since then,the rear passenger seats were up they were but the memories remain of good times when lifesideways giving the kids in the far back a sense seemed a lot less complicated and families weren’tof having their own private area not facing the so spread out. The great old station wagons havefront of the car. The leg space was a little tight for been replaced by minivans and SUV’s and theadults, but perfect for younger kids and teenagers. weekend road trips where families used to get away for a little fun and adventure are pretty muchWith help from some local tire guys and an a thing of the past. Still, it’s great to look back onartisan who helped to recreate the famous crown those happy days that many of us will rememberhood ornament from the film, what they ended as the best years of our life. It was a great timeup with was a pretty good copy of the original. It for families and a great time for the Americancertainly caught the eye and brought a lot of fun auto industry as well. Thanks to people like theand surprise to those who saw it rolling down Griswold’s in Georgia those of us who want tothe highway. When all was said and done, the revisit those days for a brief journey into the pastGriswold’s had a great summer road trip vehicle can relive some of the fun that was a big part ofthat pretty much duplicated the Green Pea life in mid 20th century America.Truckster from the movie. Since then, they have18 Dealership OverDrive www.davidlewis.com











WINNERS:Translate Dreams into Reality LOSERS:Translate Reality into DreamsAs I have already mentioned, fate does not most susceptible to what you saw, heard and determine your destiny, but faith does. experienced in your life. These are called the I am not talking about your religious formative years because it is during this time thatbeliefs, although they are certainly important. I am you begin to develop your own opinions andtalking about the system of beliefs that you hold in beliefs about life.your mind. Though you may never have taken thetime to assess your beliefs, I assure you everyone Tragically, some people grow up in anhas their own belief system, whether they know environment hostile to positive thinking and belief.it or not. It may have been constructed by strong If that happens to have been your own experience,ideas and concepts passed to you from others, but do not despair. Anything that is learned canif you act on them they will eventually become eventually be unlearned by a determinedyour belief system. commitment to change and growth. Your mind is like a computer or recording system, and theYour beliefs are created by the thoughts, ideas and programs can be erased and replaced by better onesactions you have been exposed to in this life. The if you are willing to do what it takes to make thatthings that you see, hear and experience form the happen. Basically, you have to have faith inbasic belief system that you operate from. This is yourself and believe that you can have a bettertrue for every one of us. This process starts at a life than the one you have now or the one that youvery young age, which is when you were the experienced in the past.24 www.davidlewis.com

Someone once defined faith as, “Seeing those voices you listen too. Mr. Disney experiencedthings that are not as though they were.” That is many challenges and even failures along the roada great description of what it means to believe in to success, but he overcame them by believing inyour dreams. When you can see things that are not his dream and his ability to make it become reality.already here, as though they were here, you canmake those things become reality. You have the Winners pursue their dreams and make them comepower to translate your dreams into reality by the true; they do not wait for them to come true bythings that you believe and act on. This is a themselves. Their attitude is not, ‘Let’s just seeprimary difference between Winners and Losers. what happens.’ Instead they say, ‘Let’s go make that happen.’ What may start out as only a distantWinners choose to believe, and their dreams are vision or idea can become a genuine reality whenexpectations that have just not come to pass yet. it is formed in the mind of a Winner. Winners doLosers never experience their dreams coming true not just assume that it will come to pass, theybecause they see them as fantasies and not as pursue it with their whole heart and put forth thevisions and ideas thatcan guide them effort required to maketoward what they want it happen.to achieve. ForLosers, reality consists How do you view yourof what they can see dreams? Are theyand touch and their something that guideslives are determined you on the path ofby the natural world life or are they justaround them. Faith phantoms that give youcalls you to a place that a momentary breakyou cannot see from the mediocrityexcept in your mind of your existence?and in your heart. How you answer thatHowever, when you question is what willdirect your thoughts determine the ultimateand energies toward value of the dreamsyour objective or goal, you have for your life.you will find that youhave confidence and Walt Disney’s life isa belief that begins to a treasure chest ofgrow in you and faith. His dream hasencourages you to keep moving forward. empowered millions of people from every walk of life to believe that theirHollywood visionary Walt Disney was a Winner wishes can come true. Though he is gone now,by anyone’s definition. He once said, “All our his dream lives on in the movies he has createddreams can come true if we have the courage and the theme parks that his vision inspired andto pursue them.” As an expert on dreams and brought to life all around the world. Even more,success, I would have to say that he is someone they live on in the lives of those he influenced asworth listening to. There are a lot of voices that one of the greatest visionaries in the world ofyou can choose to hear. It is up to you which family entertainment.www.davidlewis.com Dealership OverDrive 25







News from the Philadelphia Training Center, continued DLA Training Courses“Becky Nixon was very informative in her Salespresentation on Business Etiquette. Too oftenwe take ourselves and our clients for granted Entry Level Sales (5 Days) • Advanced Sales Program (4 Days)and may blame the wrong method for the Advanced Sales Level 1 • Advanced Sales Level 2 lost opportunity. Taking a step back and Objections Level 1 • Objections Level 2 • Phone-Ups Level 1embracing the right technique or process Phone-Ups Level 2 • Leasing for Salespeoplebreeds success. Thank you Becky for Prospecting & Follow-Up • Understanding Your Customerteaching me the simple things I personally Common Mistakes Salespeople Maketook for granted.”Brian O’Callaghan, Sales Management“David taught us how to take objections Advanced Sales Managementthat you don’t want to deal with and turn Advanced Sales Management Program (4 Days)them into something that you can really be Advanced Management Negotiationscomfortable with answering. That’s the kind Advanced Used Car Management • Leasing for Managers of unique training they have to offer here.” Leadership / Coaching • Hiring / MotivationMarc Pullman, Dir. E-Commerce Fixed Ops“This is a fantastic Training Center with allthe amenities. The important thing I took Entry Level Service Advisor Program (4 Days)away from the classes was understanding the Advanced Service Advisor Program (2 1/2 Days)fears and anxieties that Customers bring to Advanced Service Advisor Techniquesthe Dealership and being able to approach Understanding the Service Customerthem and bring down those barriers.” Effective Service Walk-AroundsCasey Posner, Salesperson Service Advisor Phone Techniques Advanced Service Manager Program (4 Days)“Before I attended a David Lewis class, I Advanced Service Management Conceptswas averaging 14 cars per month. Since Service Staff Retentionattending the Sales and then the objections Advanced Service Revenue Creationclass I have averaged 19 cars per month Effective & Profitable Express Service Processesover the last 3 months.” Management Service Advisor TrainingBob Gilchrist, Salesperson Introduction to Service Management Introduction to Service BDC“I have been to every F&I training class there Advanced Service BDC Conceptsis. I learned more new ideas at this 2-dayAdvanced F&I Course than I have in all Internet / BDCthe others combined. If you want to be asuperstar in F&I, this is the class to take.” Internet/BDC Lead Generation (2 Days)Stephanie Martin, F&I Manager Internet/BDC Management“I have been a Service Advisor for 20 years F&Iand I only wish this training was availableto me when I first started. The ideas are so Entry Level F&I (3 Days)logical and exciting. I cannot wait to get Advanced F&I Concepts (2 Days)back to my Dealership to utilize them.” F&I Service ContractsJeff Mullins, Service Advisor General CoursesClasses are held every day. For more informationplease call 800-374-3314 Ext. 215 or visit our Business Etiquettewebsite at www.davidlewis.com. Train the Trainer Social Media Marketing for Salespeople www.davidlewis.com Round Tables Sales Management • Salespeople • F&I Internet / BDC • Service Advisors • Service Managers Dealership OverDrive 29

UpcomingCourses Philadelphia Training CenterJUL 7/1 Entry Level Sales (Day3) AUG 8/3 Advanced Sales: Level 2 7/2 Entry Level Sales (Day4) 8/4 Advanced Sales: Level 17/3 Entry Level Sales (Day 5) Advanced Sales Program (Day 1)7/7 Advanced Service Manager Concepts 8/5 Objections: Level 1 Advanced Service Management Program (Day 1) Advanced Sales Program (Day 2)7/8 Advanced F&I Concepts (Day 1) 8/6 Leasing for Salespeople (9-1pm) Management Service Advisor Training (9-1pm) Prospecting & Follow-Up (1-5pm) Advanced Service Revenue Creation (1-5pm) Advanced Sales Program (Day 3)Advanced Service Management Program (Day 2) 8/7 Phone-Ups: Level 1 Advanced Sales Program (Day 4)7/9 Advanced F&I Concepts (Day 2)Understanding the Service Customer (9-1pm) 8/10 Entry Level Sales (Day1) Advanced Service BDC Concepts (1-5pm) Advanced Service Management Program (Day 3) 8/11 Entry Level Sales (Day 2)7/10 Social Media Marketing for Salespeople 8/12 Entry Level Sales (Day 3)7/13 Entry Level Sales (Day1) 8/13 Entry Level Sales (Day 4)7/14 Entry Level Sales (Day 2) Internet/BDC: Lead Generation (Day 1) Advanced Sales Management Advanced Sales Management Program (Day 1) 8/14 Entry Level Sales (Day 5) Internet/BDC: Lead Generation (Day 2)7/15 Entry Level Sales (Day 3) Leadership / Coaching (9-1pm) 8/17 Objections: Level 2 Leasing for Managers (1-5pm) Social Media Marketing for Salespeople Advanced Sales Management Program (Day 2) 8/18 Advanced Sales: Level 17/16 Entry Level Sales (Day 4) Advanced Sales Program (Day 1) Advanced Management Negotiations (9-1pm) Entry Level Service Advisor (Day 1) Hiring / Motivation (1-5pm) Advanced Sales Management Program (Day 3) 8/19 Objections: Level 1 Advanced Sales Program (Day 2) Entry Level Service Advisor (Day 2)7/17 Entry Level Sales (Day 5) 8/20 Leasing for Salespeople (9 - 1pm) Train the Trainer (9-1pm) Prospecting & Follow-Up (1 - 5pm) Advanced Used Car Management (1-5pm) Advanced Sales Program (Day 3) Advanced Sales Management Program (Day 4) Entry Level Service Advisor (Day 3)7/20 Business Etiquette (9-1pm) 8/21 Phone-Ups: Level 1 Understanding Your Customer (1-5pm) Advanced Sales Program (Day 4) Entry Level Service Advisor (Day 4)7/21 Advanced Sales: Level 1 Advanced Sales Program (Day 1) 8/24 Phone-Ups: Level 27/22 Objections: Level 1 8/25 Common Mistakes Salespeople Make (9 - 1pm) Advanced Sales Program (Day 2) Business Etiquette (1 - 5pm)7/23 Leasing for Salespeople (9-1pm) 8/31 Entry Level Sales (Day1)Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3)7/24 Phone-Ups: Level 1 “The Internet/BDC Class was awesome. It was a great experience and I learned a lot Advanced Sales Program (Day 4) of new things that we will definitely use at7/27 Entry Level Sales (Day 1) the Dealership. I would definitely attend7/28 Entry Level Sales (Day 2) another class and recommend these7/29 Entry Level Sales (Day 3) classes to others.” - Mehraan Moosa7/30 Entry Level Sales (Day 4) Internet/BDC Manager,Brenner Nissan Dodge7/31 Entry Level Sales (Day 5) 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