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Dealership MAY 2016 TM A David Lewis & Associates Publication

Publisher’s Note Dealership TM Message from David A David Lewis & Associates Publication This month’s issue of Dealership MAY 2016 Overdrive features a look into the concept of a Teamwork approach to PUBLISHER running a dealership and a unique look at David Lewis some of the predictions for car sales in the future. As the 2017 models are already [email protected] hitting dealerships, it’s an interesting time to look at the changes that are GRAPHIC COORDINATOR taking place in our industry in light of Brian Smithpredictions of nearly 17 million new vehicles to be sold this year.During a presidential election year in a time when there is much [email protected] about the future of the free world, it is good to know thatoptimism still prevails among the American people as evidence by their SALES DIRECTORwillingness to invest in the future continuance of the American way Mary Mannellaof life. [email protected] issue also features part 5 of the ongoing series on ‘Stress in theWorkplace.’ With stress considered today as one of the major health TRAINING LIAISONissues of our time, learning how to reduce the anxiety of daily life Priscilla Youngand how it affects your business is something we all need to betterunderstand. Healthcare expenses are on the rise and it behooves all of [email protected] to take better care of ourselves whenever possible. This definitelyincludes minimizing the effects that stress can have on us which can CIRCULATION / SUBSCRIPTIONSeventually render us less effective in the workplace. Jennifer PotterThere is a timely article entitled ‘Planning Your Career in Retail [email protected]’ that I know will benefit many who sell or service cars forliving. Whether you are new to the car business or have been in it for CONTRIBUTING WRITERSsome time, learning how to develop a successful career that will last Dino DeLucaand produce great benefits far into the future is vital information foranyone working in a dealership. [email protected] automotive is still a great opportunity for anyone who is willing Becky Nixonto commit to learning how to do it right. It can be a tremendous careerwith high income potential for those who will work hard and learn to [email protected] this business the right way, regardless of their education level, ethnicbackground or social status. Some of the best and most successful car Brian Shermansalespeople I’ve met over the years came into the business after workingin a restaurant, department store or some other customer service industry. [email protected]’m sure you will enjoy the article: ‘Tucker: the Man and His Cars.’ Bill TaylorIt offers a brief look into one of the most innovative people who, for ashort time, graced the automotive industry with his unique ideas and [email protected] for cars of the future. As mysterious in nature as his car designswere unique, his company lasted for a brief two years, though most of Dealership OverDrive magazine makes every attempt tothe cars he built during that time still run and are commanding high prices ensure the accuracy of all published material. However itin the marquee luxury car market wherever they can be found today. cannot be held responsible for opinions expressed or facts supplied herein. Nothing may be reproduced in whole orSo, I hope you enjoy these and the other articles featured in this month’s in part without written permission from the publisher. Allissue of ‘Dealership Overdrive.’ As always, it was fun putting it rights reserved. The publisher encourages you to submittogether and was designed to offer additional ideas and training to suggestions. Submitted materials become the property ofenhance your business success as well as give dealership personnel David Lewis & Associates, Inc. and will not be returned. Senda brief respite from their busy work schedule with a magazine that is material for publication to 10 Suntree Place, Melbourne,designed specifically with you in mind. FL 32940. The editor reserves the right to edit material; submission of material constitutes permission to editDavid Lewis - President, David Lewis & Associates, Inc. and publish that material. This publication is designed to provide accurate and authoritative information in regard2 Dealership OverDrive 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 Stress in the Workplace, Part: V Rules to Minimize Stress 7 Failed Follow-Up and the Work it Creates 10 When Sales and Service Work Together 12 Teamwork in a Competitive Sales Environment 16 Preparing to Sell Cars in the Future 18 Building a Dealership Personality 20 Planning Your Career in Retail Automotive 23 Tucker: The Dreamer and His Cars 26 6 Qualities You Want When Hiring New Service Personnelwww.davidlewis.com Dealership OverDrive 3

PSarttVr: eWsosriknptlahceeRules to Minimize Stress“In times of great stress or adversity, it’s always best to keep busy, to plow your anger and your energy into something positive.” Lee Iacocca4 Dealership OverDrive www.davidlewis.com

Medical science has come a long way when it learning and practicing new skills. When we arecomes to our understanding of stress and how it experiencing the same old same old every month andaffects our physical health and well-being. The not moving forward, stress is usually right therefact of the matter is most stress can be managed; next to us with his old buddy guilt not too far away.especially workplace stress where there’s no realbenefit to the company if its’ employees are not Set aside some quiet timewell. When employees feel good, they are farmore productive. Therefore, it behooves the The older we get, the more we need sufficient timedealership where you work to allow adequate for peaceful relaxation. Each of us have our owntime for meals and breaks during the workday. way of relaxing, but it’s important that we all find some quiet time where we can think and organize ourReduce caffeine thoughts and prepare for work that needs to be done.Learning how to manage stress is one of the most Get plenty of restimportant things someone can do in their life.Obviously, avoiding things like excess caffeine, Fatigue is epidemic in our society today andsugar or other instant energy boosters can go a nothing can eliminate it more effectively thanlong way to eliminating unnecessary stress. We getting the proper amount of rest. Most sleepoften partake of these things when we are feeling experts agree that our bodies need 8 to 10 hoursstressed and doing so too often, which sleep to be highly efficient and the more weironically,causes us to experience more stress. It’s practice regular sleep habits, the better off we’lla vicious cycle! A regular diet that includes coffee, be when it comes to avoiding unnecessary stress.soda, candy bars, energy drinks and fast foods Remember, work doesn’t eliminate the stressis a sure way to keep your stress levels elevated you bring with you to the dealership, it usuallyand gives very little back in the way of useful and intensifies it.productive energy. Exercise - Take a walkEat nutritionally balanced meals One of the most effective ways to immediatelyLearning to eat nutritionally balanced meals is lower your stress levels is to take a walk or doone of the easiest ways to lower our stress levels some simple exercises. Of course, most carat work. Let’s face it; the car business is stressful salespeople are walking the lot with customers, butenough without making it harder on ourselves by I’m talking about a walk or some simple exerciseeating poorly. That doesn’t mean everyone has to where your mind is not on anything pertainingbecome a vegetarian to be successful in this to work. Sometimes, just getting away for a fewbusiness. Unless you’ve been on another planet for minutes can make all the difference in the worldthe last 20 years you probably already know the for easing the pressure of the day.things you should eat and not eat in order to stayhealthy and stress free. It’s making the decision Don’t worry about what you cannotto do so that is so often the problem. controlDon’t procrastinate Last, but not least, this principle can save you a lot of unnecessary gray hair and wrinkles. So,I’m not talking about procrastinating in the many of the things we worry about are out of ourabove items (though that’s important as well). control. Do your best and let the rest take careProcrastination in general is a stress creator. You of itself. There’s an old proverb that asks thiscan’t argue with old Mother Goose ― or whoever question: “And which of you by worrying can addit was who gave us the wise tidbit: “never put off an hour to his life?”till tomorrow the things you can do today.” Ifyou’re in sales, procrastination is especially easy That’s a good question, and a good thing towhen it comes to prospecting, follow-up and remember when you find yourself worrying about things that are completely out of your control.www.davidlewis.com Dealership OverDrive 5

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

Failed the WorkFollow-Up it Creates andEvery truly successful car salesperson Commissions are made from sales, but careers understands the need for prospecting and are often determined by how much time and customer follow-up. Without it, they will attention you give to follow-up. Do you have atotally rely on walk-in traffic and each day will solid strategy for follow-up? If not, you should.be a desperate effort to see as many customers Like everything else in this business, inspirationas possible in order to make enough sales to be always works best when supported by a goodsuccessful. Though it is true that the person on structured process. It is the same for follow-up asthe lot cannot be left waiting while a salesperson it is for selling. The better prepared you are for themakes cold calls, we all know there are many customer, the better your chances for success.hours where salespeople are just sitting at theirdesk waiting for walk in traffic to appear. That’s Of course, follow-up is not reserved for previouswhen having daily goals that include follow-ups Customers alone. Having an effective andof previous customers or ups can be the productive follow-up strategy includes trackingmost effective way to turn down times into all of your phone-ups, be backs and walk-in’s,dynamic opportunities. and people who called looking for a specific used vehicle during the last few months that you did notAs a professional salesperson, what you do during have at the time. How many trade-ins have comethe presentation is usually what makes or breaks through your dealership during that time that maythe sale. But what you do after the sale is oftenthe secret to earning you a loyal customer for life. Continued on next pagewww.davidlewis.com Dealership OverDrive 7

Failed Follow-Up and the Work It Creates, continuedhave been exactly what some customer wanted this occurs. You can get as mad at you want to,but you forgot to keep up with them and soon they but that won’t change what happened. It should,were out of your mind entirely? however, change how you look at follow-up in the future, starting right now!You should also have on your list anyone you metwho might be in the market, or contacts you have With today’s communications technologieswho may have casually mentioned to you that they being such an important part of daily life, there isor someone they knew was talking to them about no excuse for not making follow-up a regular partgetting a new vehicle at some point. The old of your daily process. Sometimes a simple call,adage that a Salesperson should always be selling email or text message on occasion can be enoughcertainly applies to follow-up and to ignore these to remind customers that you are there if theyefforts is definitely ignoring opportunities that ever need you. It’s easy enough to do and youcould prove lucrative with very little work. should have no fear or apprehension about doing it. However, make sure your contact is not just toFirst, let me ask you this question: do you have get a referral. Have a good reason for calling. Ita high rate of return customers who see you as can be something as simple as thanking them fortheir go to person for transportation? If not, this their recent purchase or checking up to make sureis an indication that your follow-up efforts are things are going well with a new vehicle. Callinglacking and you are no doubt missing opportunities to remind them of regular service schedules areto build a substantial base of lifelong customers. often a good reason that can be very helpful andLet’s face it! If people would rather go to a will be appreciated by most customers. This letsdentist than come to a car dealership to buy a them know they are important to you as customersvehicle that indicates that anyone who could and that you genuinely desire to help them in anymake their purchasing process easier would be way you can.someone important to them. They are going to buya car somewhere at some time, so why shouldn’t it Checking with the Service Department regularlybe you who sells it to them? If you made enough to see if any of your customers have scheduledimpression on them to sell them their last vehicle, appointments is another good way to follow-up.it stands to reason that with regular follow-up and Letting them know that you are aware theyoccasional contact, you would be the person they have an appointment and would welcome thecall when they or someone they know is in the opportunity to chit chat with them if their schedulemarket for a vehicle. But it doesn’t happen by permitted them to do so. This can cement aaccident; it happens by design. relationship with your customers on a different level and can make it much easier for them to keepIf you have ever watched one of your previous you in mind whenever they have questions aboutcustomers leave another salesperson’s office their vehicle or know someone who is looking forholding the keys to the new car they just purchased, a car.you understand how important customer follow-upis to your business. It may be they came to your Effective follow-up is not rocket science butdealership hoping to see you but they forgot your sometimes if you haven’t been doing it you mightname and didn’t see you when they arrived. Your need a bit of a ‘booster rocket’ to launch you offimmediate reaction might be to think poorly of the pad and get you off the ground. I assure you,them or of your fellow salesperson. But, whose once you make this a regular part of your dailyresponsibility was it to keep contact with your sales process, you will see your income increasecustomer? Is it the responsibility of the other dramatically and your job will feel a lot more likesalesperson to ask them who they bought their a career as you find yourself writing more dealslast car from? In most cases, the policy would and seeing more customers while at the same timebe “don’t ask - don’t tell” when something like spending less time walking the lot.8 Dealership OverDrive www.davidlewis.com

Industry LeadingTraining Available... Any Time. Any Device. The DLA Online Training Program is designed to let you train at your own pace. Each training module walks the viewer step-by-step through the desired process, making learning easy and fun. DLA Online provides you and your staff access to over 1,000 videos and 300+ hours of great material and is available 24/7 on any device.Call 800-374-3314 ext. 215 or visit: www.davidlewis.comwww.davidlewis.com Dealership OverDrive 9

When Sales and ServiceWorkTogetherOne of the most overlooked values that car Often, there’s a sense among salespeople that salespeople misunderstand is that which service workers are a little below them where the Service Department can add to their the ladder of professionalism is concerned. Whenbusiness potential. Some only come in contact this is the case, they rarely have much more thanwith the Service Department when and if they do a casual relationship with those who work in thea Service Walk with a Customer, and then it is Service Department.usually with a Service Advisor or Manager fora brief moment of introduction to the customer. This can sometimes occur in reverse if service10 Dealership OverDrive www.davidlewis.com

workers agree with the public opinion that most deal with. If that’s you, the commission may notcar salespeople are just a step above the snake oil be huge, but it’s another number on the salessalesmen: those miracle workers who traveled the board under your name.old west in wagon’s selling healing concoctionsthat were usually nothing more than homebrew This goes for employees working in the Partsalcohol mixed with different herbal remedies; all Department as well. They can be very helpfulguaranteed to “cure whatever ailments you have if you have a customer who is looking tofor the mere price of a dollar.” modify their vehicle for some special purpose or to purchase something that would help themThe fact of the matter is, having a great add a certain look or function to their vehicle thatrelationship with the service department staff doesn’t normally come that way from the factory.is extremely beneficial for salespeople and Sometimes this can make a sale happen that mightshould always be viewed as something very not have been made without the help of someonevaluable. For instance, service techs tend to be working in parts.straightforward no-nonsense people by natureand can often be very valuable when a salesperson The better you get to know everybody who worksneeds help answering technical and mechanical in your dealership, the better off you will be,issues or stressing their products quality to a regardless of which Department you work in. Thiscustomer. The same can be said of service certainly is true with relationships between theadvisors who can offer advice on the strengths and Sales Department and Fixed Operations. You justweaknesses of certain products and can provide never know when the opportunity to parlay thosebeneficial advice to a salesperson’s customers friendships or connections can be beneficial towhen called upon to do so. what you do in your part of the business.In some circumstances, the best advice a It’s just another example of the value oftechnician or service advisor can give to some developing a teamwork environment in yourcustomers is to buy another car. If the cost of dealership. That doesn’t mean everybody willrepairs exceeds the value they would get from agree with you or want more than just the basicfixing their car, it is not uncommon to bring it up working relationship that comes with the job.with customers who come in for service or repairs. But, it doesn’t hurt to try, and there will alwaysIf you happen to be the salesperson that has made be someone who sees the value you bring to themfriends with those who work in service, it is very and is willing to be there to offer what they havelikely you will be the one they recommend to give to make your job more effective.to their customers when this occurs. Mostsalespeople who’ve been at it for a whileabsolutely know the value of their service workersand occasionally show up carrying a couple dozendonuts to remind the folks back there how muchthey are appreciated.And, don’t forget, the people working in service Dealership OverDrive 11buy cars just like everybody else. If you’re asalesperson who has made the effort to get toknow the folks in service, you might sell a caror two to them on occasion as well. Even if themanagement gives them a special deal they willusually have a salesperson write it up and theymight ask the service worker who they prefer towww.davidlewis.com

Teamwork ina CompetitiveSales Environment“Teamwork makes the dream work, but a vision becomes anightmare when the leader has a big dream and a bad team.” John Maxwell, Leadership ExpertAcar dealership is a competitive environment that may seem unfair at times, it’s human nature and where individual salespeople combine their has always been a part of the car business as it usually efforts to reach a goal that management is in any commission based retail environment.expects them to achieve. Since most successfulsalespeople are generally ego driven and motivated Fostering teamwork in this kind of setting can onlyto reach specific individual goals every month, be achieved when each individual takes ownershipcreating a teamwork environment can sometimes of the group goals and applies their talents andbe like herding cats. They may generally get along initiative in a collaborative effort on a consistenttogether as individuals, but they always have one basis. This includes management working closelyeye open to make sure they’re getting the same with each individual salesperson to help themopportunities as every other salesperson on the floor. achieve their true potential with personal coaching. When the sales manager’s goals areSince a sales managers income depends upon based on helping each salesperson shape andcoordinating this group to achieve the goals they achieve their individual goals, this can create ahave set for moving inventory, it is not uncommon powerful dynamic where high individual andfor favored relationships to develop with those group achievement can become the norm.who sell the most cars on a consistent basis. Acertain number of deals will come through Much like a sports team, without leadershipmanagement contacts every month. Deciding coordinating the individual gifts of each player towho gets them often depends upon the relationship work together, their ability to win on a consistent basismanagement has with their top producers. Though12 Dealership OverDrive www.davidlewis.com

is severely reduced. No matter how good the them to slip back into aggressive or unfriendlyquarterback is on a football team, without his team behavior in order to achieve the immediate goal.supporting him, he will rarely reach the goal line.The interdependency of team members is what This can be difficult to accomplish unlessgenerally allows them to win championships. It Teamwork is rewarded and recognized. It is veryworks the same in a sales environment where common for car Salespeople to work as lonethe players are motivating each other, under the rangers and receive special consideration andleadership of good coach’s, to reach higher goals exemption from management if they produce highthan they could as individuals focused only on numbers. In spite of this, they must recognizetheir own success. that this kind of work style is less valuable than working together to achieve results with others inIn a teamwork environment, salespeople and a cooperative teamwork effort. This means thatmanagement agree that decisions and actions are rewards and bonuses depend on collaborativebetter when done cooperatively. The idea is that practices as much as individual contributionwhen working together toward an agreed upon and achievement.goal, each person’s effort becomes better, thuscontributing to a better outcome for the group Teamwork in a car sales environment is not easy toas a whole. Although most car dealership sales achieve. As I already mentioned, Salespeople areteams appear to have that type of mindset during competitive by nature. Most managers intensifytheir regular sales meetings, when it comes down the competition among their sales team by offeringto working the numbers it’s usually every person bonuses and rewards to the top salesperson everyfor themselves. It’s not easy to find work places month. This means sharing secrets with otherthat exemplify teamwork since we live in a highly Salespeople or passing on ups that call or comecompetitive society where individual achievement in to the Dealership when you are already busymeans being the best and always coming out on top. working a deal is not usually practiced; even if it would be better for the customer and theA successful teamwork environment means that dealership in many cases. If delivering the mostmanagement must communicate clearly with units is the only way to get the bonus money, it canevery team member, without exception, that be hard for a Salesperson to think of others if theycollaboration is expected. All team members work risk losing their bonus.under the same rules and are expected to functionwith integrity and cooperation toward each other. The truth is that teamwork can create just asEach team member can expect the full support of much incentive to succeed if the team is goingleadership and they must take personal ownership to be rewarded collectively rather than goals andof the work area and processes that define how the bonuses focused only on individual achievement.team does business. This means they are receptive People can be motivated as a team just as muchand open to input and ideas from other team as individually and the outcome often offers moremembers and will offer assistance whenever it rewards for everyone, including the dealership.will help the other person achieve success. When there is a team atmosphere and rewards areLeadership must set the example by the way they based on individual as well as team output, eachwork with each other and other departments as person will do their part to motivate the others towell. Teamwork cannot work with a ‘do as I say reach their personal goals and accomplish teamnot as I do’ attitude between the leadership and success. This means less work for management,team members. This means they maintain the allowing them time to focus on setting teamteamwork mindset even when things are going goals and coaching individual team memberswrong and they are tempted to create unhealthy to encourage self-improvement and better skillcompetition among Salespeople by encouraging development for achieving their personal career goals.www.davidlewis.com Dealership OverDrive 13

advanced salesThe 4 Day Advanced Sales managementManagement course isavailable for Members and A five-day course designed for the individualNon-Members at both DLA just entering an Auto Sales Career. StudentsAutomotive Training Centers will learn the basic principles of how a Dealership operates and leave havingMembers $100 learned a comprehensive outline on the steps to the sale. Extensive role playing andNon-Members $895 scenario based situations will be covered. Each participant will return to the DealershipBecome A Member Today! ready to take their first “UP.”Please call 800-374-3314 ext. 215 or Two DLA Training Centersvisit us online at: www.davidlewis.com Conveniently Located Near You!14 Dealership OverDrive King of Prussia, PA Montvale, NJ www.davidlewis.com

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Preparing toSell Cars inthe FutureIf you sell cars for a living today, hearing Just this past March, NBC News published about all the latest technology advancements an article that emphasized the future of the may come as a mixed blessing. Though most automotive industry may be less focused on autocar sales people love cars and get excited when making for private consumers and more onthey hear of the new advances being made in the providing innovative forms of transportation forindustry, it is a whole other story when it comes the changing world. It may build cars, but Fordto selling them. Not only does it mean they wants you to stop thinking of it as an automaker.constantly have to update their product knowledge, Going forward, it plans to put more emphasis onbut how long will it be before buying a vehicle what can be called “mobility solutions.”means less contact with a dealership is required?It was scary enough when people started The NBC article goes on to quote Ford CEO Markpurchasing their cars online, but how much will Fields: “Our plan is to quickly become part of thethings like ‘driverless cars’ or ‘co-op vehicle growing transportation services market, whichownership’ affect a car salespersons ability to already accounts for $5.4 trillion in annualmake a good living in this business? revenue.” This is nearly twice as much as the global auto industry brings in each year. Ford willIn a June 23, 2015 article in autonews.com still sell you an F-150 pickup, or an Explorer SUV,having to do with car sharing and co-op vehicle but, it’s also getting into businesses like car- andownership, Ford said it is focusing on two general ride-sharing, and putting more emphasis onareas: flexible use and ownership of vehicles, and high-tech services like SYNC.urban commuting using multiple methods oftransportation, including Fords new Mo-De Not to be outdone, General Motors recentlyfolding flex bike. This represents the next phase purchased ‘Cruise Automation,’ a California-basedof the Ford Smart Mobility plan for helping start-up company focusing on the development ofconsumers get around in the future. The article autonomous vehicles. General Motors CEO Marysaid that “Fords car-sharing program will run Barra during a session at the January 2016through November and involve 14,000 U.S. Consumer Electronics Show in Las Vegas said thatcustomers of Ford Credit and 12,000 in London.” the automotive industry “will change more in the next five to 10 years than it has in the last 50.”16 Dealership OverDrive www.davidlewis.com

If you’re a car salesperson trying to build a solid technology and fuel efficiency as time goes on.career that will last into the future, don’t run off Still, Warren Buffets 2014 acquisition of the Vanand start trying to find work as an UBER driver. Tuyl Group of automotive dealerships might setNot everyone agrees with these assessments of a few dealers, managers and salespeople at resthow such changes will affect the retail automotive concerning the future of the business. Operatingbusiness or the auto industry as a whole. now under the name ‘Berkshire Hathaway Automotive’™, they operate 81 IndependentThe NBC article went on to say that “several dealerships with over 100 franchises in 10 statesrecent studies released over the past month conflict producing over $9 billion in annual revenues.over the long-term impact of autonomous vehicles Buffet tends to know what he’s doing investmentand other alternative mobility services. One, by wise so that’s a good sign for the more traditionalsales website, Kelley Blue Book, contends the view of the future of American car ownership.impact on car sales will be minimal. A survey of1,900 Americans found 74 percent saying they’d With the University of Michigan’s economistsprefer to own a vehicle, the report suggesting predicting 17 million in new vehicle sales forcar-and ride-sharing services will largely replace 2016, including increases in truck and SUVtaxis and daily rental companies” and not retail purchases, the market still looks good and theconsumer car sales in general. The majority of future looks bright. If you are a car salesperson,Americans still remain skeptical about driverless you’ll want to keep your focus on taking great carevehicles and what the future holds for that market. of your Customers and let that be the place where you place your career confidence. Stay up onWith so much international emphasis on climate automotive technology trends as much as possiblechange and carbon emissions, one area not to but don’t get rocked by every little blip on theignore if you are a car salesperson would be market screen. Unless time travel and warp drivekeeping yourself updated on electronic and hybrid is close to becoming a reality most Americanscar technology. This isn’t going away in spite of will still want to own their own cars and drivethe long held affection we American’s have for them themselves. That’s the way we are here intrucks, SUV’s and vans. Even these models are America. And, that’s why this industry is stilllikely to include more changes in emissions one of the pillars of our great free society.www.davidlewis.com Dealership OverDrive 17

Building aDealership PersonalityBusinesses have distinct personalities just products and customer care. Do something good like people do and the way a business is and the word will eventually get around. Do perceived by their Customers determines something bad and the news rises like the sun:their success or failure in the marketplace. This is first thing in the morning.certainly true of car dealerships as much or evenmore than most businesses. The fact that the The Productpublic view of the retail automotive industryand the car salesperson in general is normally If you’re familiar with the Chinese term feng shuiconsidered to be negative certainly makes any you may or may not agree that business successattempt you make to reverse that opinion with often depends on location, location, location.your customers is well worth the effort. Aside from the physical setting and appearance of your dealership, the most important factorsObviously, the physical appearance and location of forming your reputation are in fact the same threea dealership and their inventory set up has a lot to priorities that most buyers have when it comes todo with attracting customers to their business. It is, purchasing a new car:however, as much, if not more important that theway they do business is something their customers • the Productrespect and appreciate. Someone once said that • the Salespeoplebad news travels at the speed of light, while good • the Dealershipnews travels like molasses. That is certainly truewhen it comes to the reputation of a business in If you sell a product that no one wants, it doesn’ttoday’s hi-tech environment. With the advent of matter how nice your dealership looks your abilitythe Internet and social media, it has never been to attract customers will always be very limited.easier to malign a business’s reputation quickly (The Studebaker Avanti, Gremlin and Pacerif there is a consistent failing of its quality of immediately come to mind followed by the Yugo.)18 Dealership OverDrive www.davidlewis.com

The Salesperson operating in town for so long that they may even be considered a household name amongSecondly, the management and salespeople you their customers.hire and the process by which they sell play acritical part in the reputation of your dealership. If Obviously, if your dealerships only customerthey have a reputation of being sleazy, hucksters motivation relies on the lowest price and easyor any of the common monikers often applied to credit availability, you will draw customers whocar salespeople, your likelihood of reaching and are provoked by those kinds of incentives. Thatmaintaining quality customers is limited. That kind of dealership relies on the massive traffic thatbecomes even more so when it comes to customers often responds to that type of advertising and theycoming back to your dealership for future bet their reputation and profits on their ability topurchases. They say you only get one chance to turn most of those customers into buyers. Theymake a first impression. That is certainly true of are generally concerned with selling a car today asthe car salesperson. They often must try to dig the main priority and they teach their salespeoplethemselves out of a hole with defensive to accomplish that at any cost.Customers made by decades of pressure selling.If they practice the same sales approach with their If, on the other hand, you value customercustomers, they only ensure themselves of being satisfaction and repeat business, you will work onlisted as the kind of salesperson that car customers building your reputation as a dealership that is fairtend to despise. and reasonable. A business where the salespeople value customer loyalty and treat customers withSalespeople that rely on pressure and manipulation respect and dignity with a mindset of earning theircan destroy a dealerships reputation quickly with business and making them customers for life.today’s informed Customers. Training your peoplewith new methods that emphasize customer care, This also goes for the dealership servicehonesty and integrity will do just the opposite and departments and how they view the customersensure that your Customer will come back to you that come to them to have their car maintainedwhenever they need service or are in the market or repaired. If the immediate outcome is all thatfor another vehicle. matters, they may use any means to sell other products and services to the customers and worryThe Dealership about getting a good review and gaining their repeat business later. There are ways to get aroundIf you are someone who listens to radio the CSI and some who don’t focus on suchcommercials, you may notice a distinct difference things can be very crafty to avoid problems within how automobile dealerships present themselves the manufacturers.in their ads. Some will use aggressive loudannouncer’s ― often two at a time ― screaming The methods and practices you use for sales andout their special offers or great deals at a speed service will directly result in the reputation youand volume that is sometimes difficult to have in the community. In just the same way, theunderstand. These will often include audio effects people you hire to work with your customers willto give special emphasis to offers that seem too be the primary faces of your dealership by thegood to be true and often end with a disclaimer public. The amount of investment you makethat only Superman could understand because in the quality of your staff will be the mostof the speed at which it is spoken. important part of how your dealership is viewed in the community and by the people who comeThen, there’s the other kind of advertisement that to you for help with their transportation wantsfocuses on a dealership’s decades long presence and needs.in the local business community. These kinds ofdealerships rely on their fair practices, customersatisfaction, and the fact that they have beenwww.davidlewis.com Dealership OverDrive 19

PlanningYourCareerin RetailAutomotiveWhen I first began selling cars in 1979, and Associates and began the process of training like most young people starting out in others what I had learned about how to build a sales my goal was to learn the business lucrative career in retail automotive.so I could sell as many cars as I could, as fast asI could, and earn as much as I could. As I set my After 37 years of working in and around thesights on building a career in the business, I soon automotive industry, I am convinced that sellingbecame aware that most of my peers lived from cars for a living is one of the greatest opportunitiesmonth-to-month with their only goal being to sell for anyone at any stage of their life. Regardlessmore cars this month than they did last month. of age, education or ethnic background, the retailThat was good, but I had other plans and soon automotive business offers great opportunities torealized that if I was going to have a prosperous those who will work hard and learn how to do thisand fulfilling career in the car business, I would business the right way. Today’s customers havehave to learn how to set clear goals for growing high expectations and more access to informationmy business and achieve them step-by-step. After than ever before. Those who will make it theirseven years in the business, I started David Lewis business to help customers accomplish their20 Dealership OverDrive www.davidlewis.com

purchasing goals, while inspiring them with their Dealership OverDrive 21sales presentation and professional process, canexpect to have a great career that will carry themas far as they want to go in life.It all begins with a decision to learn and acommitment to excellence: to be the best that youcan be for your customers and your dealership aswell. Adapt the philosophy that says, “If it’s goingto be, it’s up to me,” and build your businessstep-by-step treating each customer as thoughearning their business and their satisfaction is yourpersonal responsibility.Perception is reality! How you perceive yourcustomers and the value they offer you in yourcareer will determine whether or not they willreward you with the honor of being their ‘go to’person for all of their transportation needs. Yoursuccess in this business is contingent upon theattitude you have as a Salesperson - not theattitude of the customers.Whether you are new to this business or have beenin it for quite some time, it is never too late toadopt a career mentality that will be a launchpad for growing your success. Many new cardealerships today offer health insurance, paidvacations and a 401(k) as well as greatopportunities for advancement in the business.There is always room for advancement in the carbusiness, but those who treat the profession as ajob rather than a career will usually miss out on thegreat possibilities it has to offer. Aside from thepotential to earn a six figure income in sales, thereis tremendous opportunity for advancing throughvarious positions in management and even to ownyour own dealership if you have the desire andvision to do so.Proper Training and SettingGoalsWhatever your long term goals are in thisbusiness, it all starts with getting the right trainingand creating a plan for what you want to achieve.Commit to a lifetime of learning and growth andbe prepared to make the sacrifices that are requiredalong the way to achieve excellence. Break yourvision down into steps that can be managed andwww.davidlewis.com

achieved in increments of short, medium and long That doesn’t mean you squander your earnings onterm goals and write them down so you can keep things that make you look and live beyond youra log of your progress as you go along. This must means. It means you are careful about how yourinclude daily goals that require only you to appearance, attitude and personality affect thoseaccomplish and depend upon no one else or no around you and that you treat customers in aother circumstances but your own commitment way that will inspire them to want to do businessand effort. with you.Take Excellent Care of Your Your goals are not for the world, they are for you.Customers They are made up of the personal ideals and hopes you have for you and your family. Keep them toNothing smarts like finding out your previous yourself and reinforce them by the actions you docustomers went somewhere else for their next every day to achieve them. Don’t try to impresspurchase. Take good care of those who buy from people with your goals. Instead, impress themyou and follow up on them to make sure their with the things you do in order to accomplish yourneeds are being met during the time of their goals. Inspire others to achieve by the things youownership. Get to know them and don’t be afraid do for your own success. Share what you learnto ask them for recommendations and referrals in with others and be willing to learn from others asa way that is in keeping with good taste. Let them well. Success is always better when you haveknow that you are there for them and check with others to share it with.them occasionally to see if they have any needsfor service or any other help in maintaining their Take Time to Enjoy thevehicle investment. JourneyCustomers are the most valuable resource you True success is not determined by how muchhave and protecting them is worth all that you give money you make ― though that is certainly one ofto maintain their loyalty. The average person will the rewards you and your family can expect fromown 6-8 cars in their lifetime and you want to be your hard work and dedication. But don’t waitthe one who sells them to the Customers you have until you have achieved all of your goals to smelldeveloped and maintained over the years; and to the roses. Enjoy the journey along the way as youtheir family and friends as well whenever possible. travel the road to success.Treat them well and they will remember you whenthey or someone they know is in the market for Don’t wait to be a giver! Those who put offanother vehicle. kindness and generosity until the day they have everything they want will find that they have lostBelieve in Yourself and Your the desire to do so somewhere along the way.Goals Takers often eat better, but givers sleep better. Enjoy the journey that your life affords you butAlways keep in mind the truth of Henry Ford’s share your blessings with others along the path of life.mantra for success: “If you think you can or youthink you can’t, you’re right.” If you truly believe And remember, steady plodding is the key toin yourself and the plans you have, nothing can success not hasty speculation. Don’t despise thestop you from achieving them. But your beliefs day of small beginnings. Start today, wherevermust be backed up by a lifestyle and attitude of a you are and with whatever you have in hand; StayWinner. The words you speak and the way you focused and learn from your mistakes. You willcarry yourself will have a strong affect on your make some. We all do! But our mistakes are oftenpotential for success. Dress for success, think the parts of life that offer the greatest lessons forsuccess, talk success and act like someone who reaching the eventual success we want to achieve.plans to be successful and you will be successful.22 Dealership OverDrive www.davidlewis.com

Tucker:The Dreamer and His CarsIf you happen to be familiar with the story finances to fight the battles he was facing in court. of the great automobile innovator Preston Tucker, you have probably already seen the When Preston Tucker first introduced his cars1988 movie about him starring Jeff Bridges. If it became clear to most people that his designsyou haven’t seen the movie, I would highly represented the car of the future. The initial 1946recommend it if you are at all interested in the unveiling of sketches of the ‘Tucker Torpedo’history of innovation in our industry. If you’ve immediately launched car design innovation in anever been aware of how much power the big three whole new direction. It had swooping lines thatautomakers once held over the whole automotive made the car almost appear to be moving, evenindustry, this is the film to watch. when standing still. The car boasted innovations like a third headlight in the center of the hood areaThe famed producer and director Francis Ford which swiveled to light the way around corners.Coppola had begun planning for the project in the Pivoting fenders created a defensive appearanceearly 70’s, going through several stages that even when the car turned as though the entire front endincluded the possibility of it being a Broadway was independent from the rest of the body. Thecomedy production. It wasn’t until 1988 that the car had disc brakes, a pop-out windshield whichfilm hit the big screen receiving critical praise but would eject during a crash protecting passengers, adoing poorly in the box office. In some ways, rear engine and a padded dashboard. Nothing likethat seemed appropriate as it matched the life of this had ever been seen before and with the warPreston Tucker himself. ending everyone was looking to own the latest and greatest cars the auto industry had to offer.Coppola’s inspiration to create a movie aboutTucker began when he was just a young boy living Preston Tucker didn’t just suddenly appear onin Detroit. His father played flute in the Detroit the scene with no experience in the automobileSymphony and actually owned a Tucker car having industry. He was a veteran in car sales withinvested in the company considering the Tucker experience at Studebaker, Dodge, and elsewhere,automobiles to be way ahead of their time. Though and a seasoned entrepreneur who had in 1935he never made money on his $5000 investment, received financing from Henry Ford to buildhe recognized it was not because of the Tucker Indy race cars. He had already built a high-speedvehicles lack of quality and value. He believed it military scout car in 1937, but it was in1948was pressure from the industry giants threatened that Tucker surprised everyone with what wasby Tuckers innovations that eventually forced immediately considered “The Most CompletelyTucker to close his company because he lacked the New Car in Fifty Years.”www.davidlewis.com Dealership OverDrive 23

The 1948 Tucker was a torpedo-shaped fastback shells (believed to be #1051-1058) left on thefour-door sedan and looked just like the “car of assembly line at the time the Tucker plant wasthe future” most war-weary Americans dreamed closed. Photos from the factory show #1057 wasof as the country embarked on a new era of being built with a “wrap around rear window” asprosperity and progress. Styled by ahead of his one of the 1949 year design changes and is thetime designer, Alex Tremulis, it was built on a only 1949 model.128-inch wheelbase and was 219 inches longbut only 60 inches high. At a time when most Preston Tucker himself often claimed the TuckerAmerican cars were somewhat boxy and tall, was too good to survive, and evidence clearlythe 1948 Tucker was considered low and sleek suggests that the Detroit establishment and the Bigin comparison. Three automakers felt threatened by the potential competition Tucker brought to bear through hisWith an all-independent suspension and a innovative approach to automotive design andrear-mounted flat-six engine, the Tucker engineering. Yet it was Tucker himself whoengineering team clearly separated itself from the doomed the venture raising suspicions from theconventional ideas of Detroit manufacturing. Security and Exchange Commission after issuingThe engine design was derived from a war­time $15 million worth of stock to finance his venture.air-cooled helicopter and boasted a fully sealed This led to charges of “fast-sell” tactics thatwater-cooling system. This was way ahead of its attracted a spate of adverse publicity in thetime and was a first for automotive engineering. public media.The engine boasted 166 horsepower andproduced 372 pound-feet of torque from its 335 In 1949, Tucker and seven of his associates wentcubic inches. Still, the all-alloy power plant to trial on 31 counts of conspiracy and securitiesweighed in at just 320 pounds. and mail fraud. They were acquitted in January 1950 after what the jury termed a farce proceeding.Though it weighed 4,200 pounds, the Tucker could Though Tucker Corporation still had funds togo from 0-60 mph in 10 seconds reaching a top produce its car, the public confidence had all butspeed of at least 120 mph. This was due in part disappeared and Tuckers dream died a suddento the aerodynamic styling with an estimated drag death. Receivers eventually auctioned everythingfactor of 0.30. This would be considered good off at 18 cents on the dollar and Tucker moved toeven by today’s standards. Factory tests revealed Brazil where he died on December 26, 1956. Hethe Tucker could get about 20 mpg while doing was only 53 at the time of his death.a steady speed of 50-55 mph. The rear-enginelayout, all-independent suspension, and For anyone wishing to see a Tucker car today therecenter-point steering provided surprisingly easy are currently many Tucker ’48 automobiles onhandling and secure control on the road. public display in museums all across the United States, as well as in Japan and Brazil. WhenIn spite of the radical innovations Tucker Tucker cars do appear at auction today, which isintroduced to the auto manufacturing industry, rare, they command prices attained by only a fewproduction ended after just 51 cars had been marquee cars. Tucker #1038 sold in August 2008completed at the factory. The last 37 were built at RM’s Monterey auction for the record-settingon a short assembly line in a refurbished wartime price of $1,017,500. Tucker # 1041 sold at theDodge plant on Chicago’s South Side. Tucker Clars Auction on June 7, 2009 for $750,000. With#1057 was the prototype being worked on by the auction house buyer’s premium added, the totalTucker designer, Alex Tremulis, for the 1949 price for the sale of the car was $853,100. Themodel year and was later converted to a car was on the auction block for a total of 7 1/2convertible, whether at the factory or later is minutes. The previous owner had paid only $5,000unknown. It was one of eight incomplete body for the car in 1970.24 www.davidlewis.com

We’ve Got Ya’ Covered!UPCOMING SERVICE DEPARTMENT WORKSHOPS ENTRY LEVEL SERVICE ADVISOR ADVANCED SERVICE ADVISOR PROGRAM ADVANCED SERVICE MANAGEMENT PROGRAM All three courses are available at both DLA Training Centers! Become A DLA Member Today and Save!King of Prussia, PA Montvale, NJPlease call 800-374-3314 ext. 215 or visit us online at: www.davidlewis.comwww.davidlewis.com Dealership OverDrive 25

6 QUALITIESYou want when hiringnew service personnelWith over 17 million new vehicle sales When hiring the right people for your Service predicted for this year, Service Department, it can sometimes seem more difficult Managers should experience a rise than you would want it to be. This is especiallyin Customer activities which will mean more true if you have a large dealership with a constantrevenues for their department and their dealership. flow of traffic coming through your service line.If these predictions are expected to come to pass, As a Service Manager, you obviously want thatnow may be a good time to prepare by hiring problem, but when you need to hire new people tonew personnel to handle the additional flow of compensate for this growth, it can put additionalmaintenance customers that should come from this pressure on the hiring process.new growth in sales.26 Dealership OverDrive www.davidlewis.com

There are certain things you are looking for in Friendlya new hire that are important to keep in mind ifquality and customer service are the top priorities As I wrote about in this issues article on ‘Buildingof your department. Here are six important traits Your Dealership Personality,’ the reputation ofto look for in preparation for hiring new service your Service Department often depends upon theworkers for your business: attitudes of the people who work there. Service Customers can be very anxious and concernedSmart about the problems they need you to solve. You want friendly optimistic people dealing with yourIn a crunched hiring market like automotive Customers at all times. This is an important traitservice, finding smart people can sometimes be to look for in a prospective candidate. Here’s a tipmore difficult than expected. This is especially true that can help: If they are friendly and confidentif you are looking for qualified techs, advisors and during the interview process, it is a goodmanagement people with good credentials and a indication that they will be the same when servinggood work history. An important part of your your Customers.interview process should focus on looking forintelligent candidates with a proven ability for Outgoingcreative thinking. This is not discriminating in anegative way, but you want people who can do the Outgoing people are a boon to any business thatjob and your Customers deserve that as well. This deals directly with Customers who have problemswill help you avoid having to deal with constant that need to be solved. There is a certain kindproblems and micromanaging your shop personnel in of energy that outgoing people emanate to thoseorder to avoid problems with Customer satisfaction. around them. They are usually enthusiastic and ready to help at a moment’s notice. This is a goodPersonable trait that you should look for in anyone applying for a position in your Service Department.Outgoing personable people are not always to be Customers always feel better when they havefound working in Service Departments, but it’s access to answers and problem solvers who canworth the effort and expense that it takes if you help them. Outgoing people don’t usually sitcan manage to find the right person. This is around and wait for permission to assist someone.especially true for hiring Service Advisors or They see the need and eagerly offer what they cananyone who deals directly with Customer’s. to assist the Customer.They need to be able to get along well with otheremployees and be perceived as pleasant to deal Responsiblewith by your Customers. The job you are trying to fill comes with certainReliable responsibilities that must be handled on a regular basis. This is another area where a candidate’sReliability is a big thing for hiring someone to work history must be thoroughly uncovered in thework in any business that schedules their services. hiring process. Your interview questions shouldFew things can hinder a busy Service Department include questions that require examples of howlike someone who doesn’t show up for work on the applicant would deal with certain problems ortime or fails to complete their work on schedule. challenges relating to their responsibilities. ThisYou can’t take somebody’s word about their is another area where previous employersreliability. You must invest the necessary time can offer some help. Don’t be too shy to askrequired to verify what they put on their previous employers about this when you areapplication. This makes it critically important checking for confirmation the references thefor you to follow up on their previous employer candidate has provided.references and ask about their history ofconsistency and reliability in regards to theirwork schedule and quality.www.davidlewis.com Dealership OverDrive 27

Kick Start Your Work Week with David Lewis’MondayMorning SalesMeeting Sign Up For Free at www.davidlewis.com28 Dealership OverDrive “It was owned by a little old lady. Legally, that’s all I can say. She still owns the intellectual property rights to her story.” www.davidlewis.com

UpcomingCourses Philadelphia Training CenterMAY 5/5 Understanding Your Customer (9-1pm) JUN 6/1 Understanding Your Customer (9-1pm) Business Etiquette (1-5pm) Business Etiquette (1-5pm) 5/6 Advanced F&I Concepts (Day 1) 6/2 Internet/BDC: Lead Generation (Day 1) 5/9 Social Media Marketing for Salespeople 6/3 Internet/BDC: Lead Generation (Day 2) 5/10 Advanced F&I Concepts (Day 2) Entry Level Sales (Day 1) Entry Level Sales (Day 2) 5/11 Entry Level Sales (Day 1) 6/6 Entry Level Service Advisor (Day 1) Entry Level Sales (Day 3) 5/12 Entry Level Sales (Day 2) 6/7 Entry Level Service Advisor (Day 2) Philadelphia Training Center Advanced Service Advisor Techniques 6/8 Entry Level Sales (Day 4) 5/13 Advanced Service Management Prog. (Day 1) Entry Level Service Advisor (Day 3) 5/17 Entry Level Sales (Day 5) 5/18 Entry Level Sales (Day 3) 6/9 Entry Level Service Advisor (Day 4) 5/19 Management Service Advisor Training (9-1pm) 6/10 Advanced Sales: Level 1 Advanced Service Revenue Creation (1-5pm) 6/14 Advanced Sales Program (Day 1) Advanced Service Management Prog. (Day 2) Objections: Level 1 Entry Level Sales (Day 4) Advanced Sales Program (Day 2) Understanding the Service Customer (9-1pm) Leasing for Salespeople (9-1pm) Advanced Service BDC Concepts (1-5pm) Prospecting & Follow-Up (1-5pm) Advanced Service Management Prog. (Day 3) Advanced Sales Program (Day 3) Phone-Ups: Level 1 Entry Level Sales (Day 5) 6/15 Advanced Sales Program (Day 4) Advanced Sales: Level 1 6/16 Social Media Marketing for Salespeople Advanced Sales Program (Day 1) Objections: Level 1 6/17 Advanced Sales Program (Day 2) 6/20 Leasing for Salespeople (9-1pm) Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3)5/20 Phone-Ups: Level 1 6/21 Advanced Sales Management Advanced Sales Program (Day 4) Advanced Sales Management Prog. (Day 1)5/23 Entry Level Sales (Day 1) 6/22 Leadership (9-1pm)5/24 Entry Level Sales (Day 2) Coaching (1-5pm) Advanced Sales Management Prog. (Day 2)5/25 Entry Level Sales (Day 3) 6/23 Advanced Management Negotiations (9-1pm)5/26 Entry Level Sales (Day 4) Hiring/Motivation (1-5pm) Advanced Sales Management Prog. (Day 3)5/27 Entry Level Sales (Day 5) 6/24 Train the Trainer (9-1pm) Leasing for Managers (1-5pm) Advanced Sales Management Prog. (Day 4) For more information 6/27 Entry Level Sales (Day 1)call 800-374-3314 ext. 215 6/28 Entry Level Sales (Day 2) 6/29 Entry Level Sales (Day 3)Scheduled course dates are subject to change without prior notice. 6/30 Entry Level Sales (Day 4)Please check www.davidlewis.com for updated class dates and details.www.davidlewis.com Dealership OverDrive 29

30 Dealership OverDrive AUTTCOREMANDOINTTLEIINRVAGSE PHILADELPHIA, PA MONTVALE, NJ The DLA Automotive Training Centers offer all Dealerships the ability to engage in a superior Training Program with a strong curriculum and top-notch training. Salespeople Sales Managers Internet/BDC Managers Internet/BDC Staff F&I Secondary Finance Service Advisors Service Managers Parts Managers Body Shop Managers For more information regarding available DLA courses, please call 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com www.davidlewis.com

UpcomingCourses NY/NJ Metro Training CenterMAY 5/3 Advanced Sales Management JUN 6/1 Advanced Service Manager Concepts Advanced Sales Management Program Advanced Sales Management Program (Day 1) 5/4 (Day 1) 6/2 Common Mistakes Salespeople Make (9-1pm) 5/5 Leadership (9-1pm) Understanding Your Customer (1-5pm) OMOTIVE TRAINING CENCoaching (1-5pm) Management Service Advisor Training (9-1pm) 5/6 Advanced Service Creation (1-5pm) Advanced Sales Management Program (Day 2) Advanced Service Management Program (Day 2) Advanced Service Advisor Techniques 6/3 Understanding the Service Customer (9-1pm) Advanced Service Advisor Program (Day 1) Advanced Service BDC Concepts (1-5pm) Advanced Management Negotiations (9-1pm) Advanced Service Management Program (Day 3) Hiring/Motivation (1-5pm) NY/NJ Metro Training Center AUT Advanced Sales Management Program (Day 3) 6/7 Advanced Sales: Level 1TER Understanding the Service Customer (9-1pm) Advanced Sales Program (Day 1) Service Advisor Phone Techniques (1-5pm) Advanced Service Advisor Program (Day 2) 6/8 Objections: Level 1 Train the Trainer (9-1pm) Advanced Sales Program (Day 2) Leasing for Managers (1-5pm) 6/9 Leasing for Salespeople (9-1pm) Advanced Sales Management Program (Day 4) Prospecting & Follow-Up (1-5pm) Effective Service Walk Arounds (9-1pm) Advanced Sales Program (Day 3) Advanced Service Advisor Program (Day 35/9 Common Mistakes Salespeople Make (9-1pm) 6/10 Phone-Ups: Level 1 Understanding Your Customer (1-5pm) Advanced Sales Program (Day 4)5/10 Advanced Sales: Level 1 6/13 Entry Level Sales (Day 1) Advanced Sales Program (Day 1) 6/14 Entry Level Sales (Day 2) 6/15 Entry Level Sales (Day 3)5/11 Objections: Level 1 Advanced Sales Program (Day 2)5/12 Leasing for Salespeople (9-1pm) 6/16 Entry Level Sales (Day 4)5/13 PARAMUS, NJProspecting & Follow-Up (1-5pm) 6/17 Entry Level Sales (Day 5)5/16 6/20 Business Etiquette (9-1pm) Advanced Sales Program (Day 3) Phone-Ups: Level 1 Advanced Sales Program (Day 4) 6/21 Advanced Sales: Level 1 Advanced Sales Program (Day 1) Entry Level Sales (Day 1)5/17 Entry Level Sales (Day 2) 6/22 Objections: Level 15/18 Entry Level Sales (Day 3) Advanced Sales Program (Day 2)5/19 Entry Level Sales (Day 4)5/20 Entry Level Sales (Day 5) 6/23 Leasing for Salespeople (9-1pm)5/23 Internet/BDC: Lead Generation (Day 1) Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3) 6/24 Phone-Ups: Level 1 Advanced Sales Program (Day 4)5/24 Internet/BDC: Lead Generation (Day 2) For more information please call5/25 Social Media for Salespeople 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 31

TTRHRAEASTIUNGLINETGTSS!IN-DEALERSHIP TRAINING Our intensive in-dealership training programs are typically one to two days, every four to five weeks. Each month the trainer will focus on a different area pre-determined in advance by you and your management team. Each training day is divided into 2 repetitive sessions to enable everyone to attend. All training is in a structured environment with workbooks and assignments to be completed for the next visit. • Sales Training • Sales • F&I Training • Internet/BDC Management • Fixed Ops Training Staff - All Training is conducted by DLA Certified Trainers who are employed by David Lewis & Associates. Our Trainers have extensive backgrounds in specific areas of the Dealership and come from a wide range of Retail Automotive experience. Feel confident that your Dealership will engage in a superior Training Program with a strong curriculum and top-notch Trainers.InD-oSaH“cuSvoortiutdiCnspacreLseoeebfDeswietireisg,saDnelhi&aenalergrvs/AehCuaispppdsitowaoTulciArbtiuaahlteotindeGirs.no”gup, Call today 800-374-3314 or Visit us at: www.davidlewis.com