ROUGH PAGES

Dealership JUNE 2016 TM A David Lewis & Associates PublicationWa Chlaoutysatmloa?mkeers Riding the Waves of Changing MarketsHow Quality Service Can Grow Your Dealership What Salespeople Can Learn from the Three Little Pigs

Publisher’s Note Dealership TM Message from David A David Lewis & Associates Publication Now that summer is in full force JUNE 2016 where I live in Florida, I’ll gladly be traveling America and PUBLISHER visiting some of you in your dealerships, David Lewis or at one of the many training sessions I’ll be hosting across the country. With the dlewis@davidlewis.com 2nd Edition of my original book ‘Secrets of Inspirational Selling’ being released, GRAPHIC COORDINATOR it is almost hard to imagine all the miles Brian Smith traveled and all the changes that havetaken place in the retail automotive industry ― and in my own bsmith@davidlewis.comcompany ― since the book first came out in 2008.June is the middle of the year and it’s a good time to assess your goals SALES DIRECTORand how you are doing at reaching them at this half-way point in the Mary Mannellayear. This issue of ‘Dealership Overdrive’ features several articles thatcan help you navigate the changing marketplace and maintain a thriving mmannella@davidlewis.comcareer that will carry you through the ups and downs that often occur.The one on “Riding the Waves of Changing Markets’ can help you TRAINING LIAISONplan for these things ahead of time so your career won’t be shipwrecked Priscilla Youngon the rocks if and when changes do take place in the economy.There’s an interesting article about the upcoming ‘10th Annual pyoung@davidlewis.comAutomotive Seating Innovations Summit’ in Detroit that can give youa glimpse into changes taking place for improving vehicle comfort and CIRCULATION / SUBSCRIPTIONSfunction. Though we’re not quite ready for driverless cars yet, if the Jennifer Potterengineers and manufacturers have their way, it won’t be long.This month brings you the 6th and final part of the series on ‘Stress in jpotter@davidlewis.comthe Workplace’ and offers a humorous comparison to automotive salespeople in the article: “What Salespeople Can Learn from the 3 Little CONTRIBUTING WRITERSPigs.” Don’t pass this one up as it is not just for laughs but offers a Dino DeLucaserious glimpse into the value of preparation for those who make theirliving in this business. This, as well as the one entitled: “What Makes ddeluca@davidlewis.coma Customer Loyal” are filled with helpful hints for building a solid,lasting and lucrative career in car sales. Becky NixonAs for those working in the Service Department, learning how to copewith Customer troubles and attitudes can be an ongoing problem that bnixon@davidlewis.comoften becomes very stressful and frustrating. This month’s articleson “Service with a Smile” and “How Quality Service Can Grow Your Brian ShermanDealership” are a testament to the importance and value that ServiceDepartment workers contribute to the success of a thriving dealership. bsherman@davidlewis.comFinally, we have decided to look at what “The Women of NASCAR”are bringing to the sport of auto racing with an article of the same title. Bill TaylorThis is a brief look into the lives and careers of some of the pioneersand current female drivers who have graced and are still (g)racing the btaylor@davidlewis.comhigh speed tracks of NASCAR sanctioned racing. Sure to be an eyeopener for non-race car enthusiast and a fun ride for those who follow Dealership OverDrive magazine makes every attempt tothe sport closely. ensure the accuracy of all published material. However itThanks for taking some time from your busy schedule to read some cannot be held responsible for opinions expressed or factsof the articles in this month’s ‘Dealership Overdrive.’ I hope you are supplied herein. Nothing may be reproduced in whole orenjoying it as much as we are enjoying bringing it to you every month. in part without written permission from the publisher. AllSo enjoy, rights reserved. The publisher encourages you to submit suggestions. Submitted materials become the property ofDavid Lewis - President, David Lewis & Associates, Inc. David Lewis & Associates, Inc. and will not be returned. Send material for publication to 10 Suntree Place, Melbourne,2 Dealership OverDrive 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 Stress in the Workplace - Part 6: Who Benefits from your Decreasing Stress 7 How to get close to Customers without stepping on their toes 10 How Quality Service Can Grow Your Dealership 12 What Makes A Customer Loyal? 18 What Salespeople Can Learn from The Three Little Pigs 20 Riding the Waves of Changing Markets 23 The Women of NASCAR 26 Service with a Smile - When you don’t feel smilingwww.davidlewis.com Dealership OverDrive 3

Stress in the Part 6: WorkplaceWho benefits from your decreasing stress?In this 6th installment of our series on ‘Stress who cares to look. Yet, like all things that require in the Workplace,’ I want to focus on what the effort and dedication, taking stress as seriously as real benefits are when it comes to reducing it should be taken is not something everyone isour stress levels and who gains the most when we willing to do. That is why we see increasingmanage to do so. As we have already seen, the numbers of stress related illness and death andmagnitude of stress in today’s world is continuing for most people, life goes on just as it always has.to grow and the negative effects that stress has onour society in general are easy to see for anyone A lifetime of bad health habits is not easy to4 Dealership OverDrive www.davidlewis.com

reverse and often, those who really need to make overwhelming and we sometimes find ourselvesthe effort are the last ones to do so. Yet, we are all doing just that. This is the nature of excessiveindividually responsible for our own behavior and stress: it is like an emotional and physical terroristeach of us must decide how important such things attacking our health and well being and the wellare for ourselves. being of those around us. Sometimes it disguises itself in such a way that we forget who we reallyWhat are the real benefits of stress reduction and are and start thinking this is what we are reallywho does it benefit most when we harness the like. Those around us are affected as well andstress levels in our life? can also begin to perceive us in a negative way.What are some of the benefits from your Learning to cope with workplace stress hasdecreasing stress: its benefit for sure. Eliminating it as much as possible can enable a healthy balance of physicalBetter physical health - Following the and mental well being making work an enjoyableapproach that I have written about in this series so and rewarding experience. This is the way wefar will definitely empower someone to have better should be when we work and the more we ensurephysical health and well being. This by itself can that we are, the better off we will be.have a positive effect on stress levels and willaffect the attitude and mental and emotional well No one can do away with all of the stresses ofbeing of the participant. Healthy eating and life. In truth, they are sometimes the things thatregular exercise manifest themselves in good drive us forward in our search for success andhealth and don’t discriminate on anyone willing fulfillment. We want to succeed and make ato put forth the effort and discipline required. difference for ourselves and for those we love. Sometimes, the pressure that this causes can beHigher energy levels and concentration – beneficial and sometimes not. If we take goodDecreasing stress levels will normally result in an care of ourselves through good eating habits andincreased level of energy and the ability to focus regular exercise, we can definitely reduce thebetter on the things you must do in the workplace negative effects stress can have on our life and work.and in daily life in general. We hope this series has been helpful to you in yourAttitude and emotional well being - It is a efforts to maximize your health and well being andsimple fact that when you feel better physically, to minimize the negative effects workplace stressyour attitude is more positive and your emotional can produce. I would encourage you to put thestate is affected as well. This means your things we have introduced through this series intoco-workers and customers will also benefit from your everyday life. Stress is real and the damageyour well being and better health. That’s a real it can produce can be devastating if not broughtplus for anyone trying to make a living in sales under control. Do yourself and your familyor management. a favor if you need help in this area. Don’t procrastinate for, as we have seen, stress relatedBUT, WHO BENEFITS THE MOST FROM illness can strike suddenly and leave a trail ofALL OF THIS? damage in its wake.Just as it should be, the primary beneficiaries of Remember: You’re worth the effort anddecreasing stress in your life will be you and your commitment that it takes to avoid the negativefamily. Often, the people we love suffer greatly things that stress can do in your career and inwhen we are afflicted with the struggles that come your life in general. Take care of yourself andfrom stress. We don’t want to take things out protect the most valuable asset that the peopleon them but negative stress can make life seem who love you the most have. You!www.davidlewis.com Dealership OverDrive 5

TSENAhLTeRESYDCLLEOAVUERLSE DAY 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 DAY 2 • Basic Negotiations • Sold Customer Follow-Up • Characteristics & Perceptions • Attitudes & Feelings DAY 5 • Industry Myths • Four Basic Buyer Questions • Handling Phone Ups • Step 2 - Qualification • Goal Tracking • Step 3 - Inventory Walk • Step 4 - Vehicle Selection This course is available to take every week at both DLA Training Centers!A five-day course designed for the individualjust entering an Auto Sales Career. Students Please call 800-374-3314 ext. 215 orwill learn the basic principles of how a visit us online at: www.davidlewis.comDealership operates and leave havinglearned a comprehensive outline on the www.davidlewis.comsteps 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

How to getclose to Csutestpopminoegnrstheirwithout toesGetting close to customers in order to better to get too close to customers before they invite you serve their needs is an important part of in. If this happens, you may end up stepping on developing a loyalty that works for both their toes and increasing the natural fear that somethem and you and for your dealership. The more people have about new business relationships.you can connect with clients, the easier it can beto have a working relationship based on trust and The concept of getting close to customers isunderstanding. However, learning how to set the always something that can be controversial if youappropriate boundaries that allow you to assist are not careful. Does getting close mean workingthem without invading their space is something toward a personal friendship with the people withthat must be considered. whom you do business? Or, does getting close to customers mean that you are doing whateverMuch like the initial Meet & Greet, it is possible you can to gain as much information about themwww.davidlewis.com Continued on next page Dealership OverDrive 7

How to get close to Customers without stepping on their toes, continued relationship with customers is to be inspiring, unique and different and to always treat youras possible? Both ideas have potential benefits to customers with respect, integrity and honesty.offer and both can be potentially dangerous from Don’t make promises you cannot keep and avoida business perspective. Knowing which way to pressure words or phrases that can cause them togo at any particular time may depend more on doubt your intentions. Pay close attention to theyour customers than it does on you. You must be things that seem to be important to your customersensitive to the signals they are sending you if and always listen intently to what they have toyou want to correctly interpret the proper level say. Less talking and more listening is the bestof relationship the customer wants to have. way to find out what customers really want and need out of their business relationship with youAnother thing to consider is the dealership you and your dealership.work for. You may think they want you to getclose to the customers, but it may in fact be If the customer feels comfortable with you theyfrowned upon or considered to be unprofessional. will let you know how close they are willing toIs there any liability for them if your get. Some may eventually become very closerelationship with a customer turns bad for some friends where you are invited to connect on areason or another? Suppose in your zeal to get to deeper level. They may introduce you to friendsknow a customer you actually offend them in some and family as the person they rely on for theirway. Is the company then liable for any legal transportation needs. This can lead to referralsaction? These are important things to consider and other opportunities to sell vehicles that canwhen you first decide just how to manage your sometimes cross over several generations.relationship with customers. The main thing is to never crowd the customerOf course, much of this depends upon the and always treat them in a way that lets thempersonality of the particular customer in question. know you are there to help them. Stay in touchSome people are naturally friendly and on a reasonable basis and always deliver moreoutgoing and can seem like a close friend after just than they would expect whenever you have thea few minutes; others are more reserved and take opportunity. This is how you make customers thata while to warm up to new people. Learning how stay with you for life who would never considerto understand and respond to different personality buying another vehicle without talking to you first.types can be beneficial in knowing how to foster arelationship that benefits both parties.What is the goal you are trying to accomplish?What customer information can help you do that ina way that does not make the customer defensiveor cause them to doubt your intentions? Gaininga customer’s trust is an important part ofdeveloping a solid business relationship. But,you must let the customer guide you in whatinformation they want to give and when they wantto give it. Often questions that are not pertinentto the moment can cause customers to back awayand become defensive. If the customer feels youare pressuring them in any way it can destroy anypositive ground you may have already gained inthe sales process.A good way to build a healthy business www.davidlewis.com8 Dealership OverDrive

800+ Videos Containing 300+ Hours of Valuable Material! Module #1 SALES Module #2 COMMON MISTAKES SALESPEOPLE MAKE Module #3 F&I Module #4 SECONDARY FINANCE Module #5LEADERSHIP/COACHING Module #6 TRAIN THE TRAINER Module #7 WINNERS VS. LOSERS Module #8 SERVICE ADVISOR Module #9 SERVICE MANAGEMENT Module #10 STRESS MANAGEMENT Module #11 SALES MEETING Industry Leading Training Available... Any Time. Any Device.www.davidlewis.com 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.com Dealership OverDrive 9

How Quality Service CanNow that we’ve got a few good years of the hard times and reached the other side. It can sales growth behind us and dealerships happen to any dealership and it can happen to you around America have lots full of cars for if you don’t guard yourself against it and insulatesale, it would be easy to forget the four years of your service department from going that way.sales blight that started in 2008. Car dealers across The best way to do that is by offering absolutelythe country went out of business and dealerships excellent service that proves itself over and overthat did have inventory, didn’t have much. No one again, month after month and year after year.was buying what they did have. Those who arein the know recognize now that for many of the The rapid advance of automobile technology anddealership that survived, it was their service the ease of shopping on the internet have wooeddepartment that kept them in business. a lot of new buyers back into the market place, but it has also made it easier for Customers to findThough we never want to go through that again, multiple options for repair service in places otherthe truth is, we hopefully have learned a lot from than your dealership. The rapidly growingthat experience about how important a quality number of secondary repair facilities who offer fullservice department is to a dealership. Though services in line with the dealerships makes it hardmany who work in other departments take that for customers to resist shopping their servicearea for granted, a well functioning service needs if they are not dyed in the wool loyal todepartment is the backbone of any new car the dealership service department where theydealership. But, desperate times called for purchased their vehicle. Competition is thickdesperate measures and when times got tough, the and it is getting thicker to be sure. This makestough got going. Still, it is highly likely that many it harder to keep service revenues stable, letwho went through that experience have since alone to grow your business beyond the normalgone back to business as usual providing average profit margins.service and getting status quo results. Another frightening possibility is that ofHow soon we forget! How easy it can be to return media for your service department and dealership,to the comfort zone once we have pressed through potentially bad reviews coming from even one10 Dealership OverDrive www.davidlewis.com

Grow Your Dealershipunsatisfied customer who decides to take their a temporary dent in things but when customerscomplaints and spread them on social media sites. discover the lesser quality with minimum support,On the one hand, you want to be active in social they will eventually return to those who offermedia for your service department and dealership, both quality and customer support; at least thosebut it can also make you more vulnerable to who care about the value of maintaining theirnegative reviews; sometimes this can happen investment will.before you even know the person has had aproblem with your service. In the consumer driven So what do service customersenvironment we are living in today, there’s not want and what do they considermuch room for error and bad news always travels Quality Service to consist of?faster than good does. • Value for their money on aSo, what is the answer to this dilemma that seems competitive scaleto be getting harder and harder to solve each year?What new business philosophy or list of strategies • Quality customer serviceneeds to be adopted to avoid the looming danger of and supporttrying to compete in such a fragile service marketplace? • Reliability – keep your promisesThe truth is, there is no new formula required to • Quality work that is right thesave the day. It’s the same old thing that alwayscomes through in a pinch: quality work and first timeproducts, fair pricing, and excellent service that • Ease of doing businessmeets and exceeds your customer’s expectations.Since commerce first began in this world there has Do these things day in and day out on a consistentnever been anything that has proved more reliable basis. Make these your core operating principlesthan those three things. and your business will grow along with your profits as new Customers hear about your serviceBusinesses offering rock bottom pricing can put department, and loyal customers come back for what they have already come to expect.www.davidlewis.com Dealership OverDrive 11

WCuhsattommearkleosyaal?In today’s highly competitive marketplace, who best represent their brands get the attention customer loyalty is at the forefront of both and supply they deserve. And, why is this? The manufacturer and dealership priorities. drive for customer loyalty.Everyone is striving to keep the customers theyalready have while gaining new ones to their brand For many brands, customer loyalty is almost aor their dealership. Those of you who follow foregone conclusion. Ford, Toyota, GM, Mercedesour training programs and have taken any of our and Hyundai all consistently rank high incourses are aware of the value we place on earning Customer loyalty. With 1 in 5 vehicles havingthe customer’s loyalty. All of our sales training recall notices of some kind last year, we can expectprograms are designed to reinforce the positive car manufacturers to focus more and more onbenefits of customer satisfaction in every aspect doing those things that will keep their Customersof the retail automotive business. But, what is buying their vehicles in the future.customer loyalty and what makes customers loyalto a brand, a dealership or salesperson? What is it that makes customers want to return to their brands and dealerships or to a particularBrand loyalty salesperson over and over again if not the quality of the vehicle itself? The answer to that is simple:Automobile manufacturers spend millions every Customer care! The value of customer care cannotyear researching and striving for brand loyalty for be overstated and the more dealerships andtheir products in the marketplace. Their goal of salespeople consider that proven fact, the morekeeping drivers behind the wheels of the vehicles willing they will be to invest in the training andthey produce is their main priority above all development that will most effectively help themothers. The dealerships who sell their cars are accomplish solid customer loyalty.held to strict standards via CSI reports and givenenough inventory dispersal to make sure those12 Dealership OverDrive www.davidlewis.com

Take the time to understand by those trying to earn our business. Sound tooyour customers simple to be true? Well it’s not really and the truth is, it’s been known as ‘The Golden Rule’ sinceThe 2013 release of David’s book, ‘Understanding before cars were ever invented or the first carYour Customers,’ took our focus on customer salesperson hit the ground running.service to new levels in both our in-person andonline training programs. Recognizing the need Customers want to be informed not pitched! Theyfor salespeople in dealerships to embrace deeper want to be inspired and enticed by the productlevels of customer understanding, this book was and the people who are trying to get their business.written to emphasize the value that customers Since they are expecting to spend tens of thousandsprovide for those who make a living in retail of dollars in the process, that is the least theyautomotive. If you are concerned about developing deserve. Customers want to enjoy the sales process,higher loyalty with your customers, this is a great not fear it. They don’t want to have to lie toresource written just for that purpose. salespeople because of probing questions that are used to control the buying process. They want toFor decades, the customer was often viewed as an be able to make their own buying decisions andadversary to overcome through pressure methods expect the salesperson to give them good reasonsor slick tactics that sometimes bordered on as to why they should buy from them.outright manipulation. Of course, there havealways been great salespeople who understood the Customers want reliability from the vehicles theyvalue of their customers, but by and large, the purchase and from the people and places they buypublic opinion of people in our business was near their products. They don’t want to go elsewherethe bottom of the rankings list for customer care, to get their car maintained and serviced when it istrust or likeability. In fact, many have said they needed, but they will if they are not treated wellwould rather go to a dentist for a root canal than where they bought their vehicle and the next timeto have to go to a car dealership to buy a vehicle. they need a car, they will probably go elsewhere to find it.Today, due to evaluations like these, increasedpressure from the manufacturers through the CSI, In short, car customers want to be valued notand the growing awareness of how the new victimized. They want to be pursued notinformed customers expect to be treated, all of presumed. They want a great product, a friendlythis is changing. Training programs like those we professional salesperson, and a reputableoffer at David Lewis and Associates are making a dealership to deal with when they are in the marketdifference in how salespeople view the customer for a new vehicle. If they can find these things atand vice-versa. With the tremendous access that your dealership and you do your part to keep thempeople have to information and resources on the informed, care for their vehicle when needed, andinternet, dealerships and salespeople who continue work to maintain a good business relationship onto use negative sales practices will find they are your part, they will honor you with their returnless and less able to make a living in this business. business when they are in the market for another car or for service for the one they already have.So what do today’s customerswant? That’s all it takes to create loyal customers. If you are willing to do your part in this process, there isIn reality, car buyers want the same things all of a high likelihood that your Customers will do theus want when we’re in the market to purchase a same and you can build a loyal base of Customersproduct. They want quality and reliability from who come to you whenever they or someone theythe product itself and they want to be treated with know is in the market for a new car.respect, honesty and fairness by those with whomthey do business. In essence, they want us to treatthem in the same way we would like to be treatedwww.davidlewis.com Dealership OverDrive 13

Advanced SalesManagement TrainingThis four-day Advanced Sales Management course The Advanced Sales Management courseis a complete program for all Sales Managers. is available for Members and Non-MembersFocus is placed on becoming a Leader and not a at both DLA Automotive Training Centers.Boss. This begins by exposing them to the newestand best practices for leading a sales force to Members $100success. Topics include Inspirational Sales Non-Members $1295Processes, Advanced Negotiating Techniques, how Become A Member Today!to be an effective Coach, Hiring and Interviewingideas, plus our DLA Train the Trainer concepts that Please call 800-374-3314 ext. 215 orwill develop their skills on how to train their staff. visit us online at: www.davidlewis.comThis course turns Managers into true Leaders. www.davidlewis.comTwo DLA Training CentersConveniently Located Near You!King of Prussia, PAMontvale, NJ14 Dealership OverDrive

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

Suicncgersesdiheanstst: wo LOOK WHAT PEOPLE People and Training. ARE SAYING ABOUT US: pLreovtidDeLyAouRweictrhuibtointgh! “I would like to thank DLA for helping me to join the automotive industry. The Recruiters were very helpful in finding me a local car dealership with a location that was best for me. They were able to match my needs and answer any questions that concerned me. Because of the fast turnaround time, I was able to interview with two dealerships and receive offers from both in one week.” - Ilya S. Nikulin “I appreciate the help from David Lewis and Associates in finding me a new job close to me. DLA made the process really easy and had some awesome encouragement before my interviews, as well as advice. Thank you!” - Jeremy Geist “DLA was amazing helping me with the recruiting process! The Recruiter checked on me every couple of days to see where I was within the job hiring process and had me give updates on the process along the way. I recommend DLA Recruiting to all who are trying to get a job.” - William Purdie “DLA was a huge help in helping me get a career and a job that I know I will enjoy. David Lewis and Associates Recruiting Department connected me with a General Manager at a car dealership to become a sales person with a dealership very close to home. DLA was with me every step of the way and contacted me to see how the process was going. Thank you DLA!” - Poitier Jackson DLA RECRUITING WILL: • Find Candidates • Screen Prospects • Schedule Interviews16 Dealership OverDrive www.davidlewis.com

DLA Salespeople, Internet/BDC, Service Advisors and Administrative staffRECRUITING• Ads placed in your local area in CareerBuilder, Monster.com, Indeed, Craigslist and your local workforce agencies.• Recruiters begin reverse resume researching and marketing, as well as, resume prospecting throughout your area.• Applicants are screened based on your desired hiring criteria. Pre-employment process to include valid drivers license, drug screen and background check consent.• Phone interviews are conducted to confirm eligibility and skill level for the desired position.• Candidates who meet requirements, are scheduled with a face to face interview with the designated Dealership contact.• Once a hire is made, our Training Liasion will enroll the hiree into the appropriate course depending on the position they accepted. For information, please call Mary Mannella at 800-374-3314 ext. 215 or visit us at: www.davidlewis.comwww.davidlewis.com Dealership OverDrive 17

W3hCaLfaitrtontSlmaLeletPaehsriegnpse?opleI’m sure many of you upon reading the title through on his threat, blew the straw house down to this article are wondering what selling cars and followed the event by having a tasty meal of could possibly have to do with the Three Little succulent pork.Pigs. In reality though, if you’ve worked in thecar business for any length of time, it probably The second pig, having learned from his brothers’won’t take long to see the similarities. Not only mistake, decided for safety sake to build his housein the fact that the big bad wolf is always looming with sticks. Unfortunately for him the wolf hadnearby when you’re trying to make a living in car been watching re-runs of ‘This Old House’ andsales, but also in the differences of opinion about figured out that if he could direct his huffs andwhat it takes to become successful in this business. puffs to the right area of the structure the stickAs in any other career, there are a lot of different house wouldn’t fare much better than the strawviews on how best to become successful. But the house did. Following the same system that workedtruth is, in business and in life, the materials you so well the day before, a couple of huffs and puffsuse and the foundation upon which you build will and before he knew it he was munching on a freshalmost always be the determining factors on how rack of ribs that once belonged to the second pig.successful you will be. Having now developed a strong affinity for pork,If you remember the story, the three little pigs and having one remaining pig challenging hislived in a place which was also inhabited by a perfect huff and puff record, the wolf decided afterbig bad wolf. When it came time for the pigs to a couple days of rest it was time for a good mealgo out on their own, their mother sent them away of pork sandwiches. So, he headed off to taketo find their place in the world. Not being able advantage of the last remaining pig. Having justto go home, they each decided they would build read David Lewis and Associates Dealershiptheir own house and start making their way as Overdrive series on ‘Stress in the Workplace’ andself-sufficient pigs living by their own devices. deciding to go on a strict vegan diet, he thought it wouldn’t hurt to have one more good meal of pork.As the story goes, the first pig built his house fromstraw and it wasn’t long before the big bad wolf Unfortunately for the wolf, little pig number threecame and threatened to “huff and puff and blow saw the tragic ending of both his brothers andhis house down” if he didn’t come out. When decided bricks were a better choice for buildingthe first pig refused to come out, the wolf followed his new house. By the time the big bad wolf18 Dealership OverDrive www.davidlewis.com

had recovered from his two days of feasting the says: “This isn’t as easy as you thought it wouldlast remaining pig had finished his construction be is it?”and had gotten a C.O. from the local buildinginspector. He felt pretty secure in his new brick Building with sticks – “The way we’vehouse and decided to take a nap after all the work always done it here.”was done. The 2nd sales piggy got hired by a dealership that still trains their salespeople using outdatedAbout that time the big bad wolf came singing his and ineffective methods that should have beennow familiar I’ll huff and I’ll puff song, to which discarded long ago. They rely on yesterdays’the third pig confidently replied: strategies and methods saying: “This is the way we’ve always done it here.” They teach their“In your ear with a quart of beer!” salespeople to control the sale by controlling the customer using pressure and intimidationUnderstandably this ticked off the big bad wolf or things like ‘trial closes’ or ‘today only deals.’who began to huff and puff and blow on the brick Management micro- manages every deal so thehouse as usual, but to no avail. In a fit of anger and salesperson has to run back and forth between thefrustration, he climbed on the roof and went down customer and the Sales Manager with offers andthe chimney. Being too stupid to know what counter-offers until they reach an acceptable pricethe smoke coming out of the chimney meant, he or the customer leaves angry. Their primary goalplunged quickly into a pot of boiling water which is to sell a car today no matter what it takes. He’sthe pig had left sitting in the fireplace. sold a couple cars but he doesn’t like the way he has to treat the people and doesn’t see himselfThe lessons we can learn from this story? working in this business much longer.No matter what phase of your car sales career youare in, it is important that you learn how to develop Building with bricks – “The right traininga structure that will withstand the ups and downs yields the right results.”and changes of the marketplace. It is critical that This 3rd piggy was smarter than his brothers. Heyou build your business upon well established had already been preparing for launching outand proven principles. This way you can survive long before his mother actually told him it wasthe adversities that will inevitably come along to time. He had looked into selling cars and thoughteat up your goals and dreams and ultimately your it would be a great career but he wanted to makecareer success. sure, so he took some online DLA Training courses on car sales and learned how to do thingsBuilding with straw – “The gift of gab.” the right way. He got hired right away and theSales piggy #1 comes into this business with Sales Manager was so impressed he decided tonothing more than the gift of gab. He was told send him away for another week of more intensemost of his life that he should be a salesman sales training. He’s off and running now andbecause he had this gift and one day he decided just sold 3 cars in the first week on the lot. He isto give it a try. He managed to get hired and was feeling good and when the wolf came by to checktold he could start selling as soon as he learned up on him he didn’t even bother. “Dang thathow to fill out a buyers order. A more experienced David Lewis” said the wolf. “He just cost mesalesperson was assigned to help him for the first another good meal.”few days and then off he went into his new career.“It’s a piece of cake!” the old timer told the The moral to this story – Solid trainingnewbie. He’s still trying to catch up on the weekly makes for a solid career.draws he’s been getting. He’s been at it for a while Keep the big bad wolf away from your door andand is getting by, but the wolf is at the door and sign up for some DLA Training today. It’s the besthe’s starting to hear the huffing and puffing that way to launch your career to the next level.www.davidlewis.com Dealership OverDrive 19

Riding theWaves ofChangingMarketsIf you have been working in the retail on proven business strategies. If you make your automotive industry over the past decade, living selling cars, that can sometimes contrast you’re well aware of the marketplace changes with how the average car salesperson managesthat occurred during the recession period their financial life. Often, salespeople have astarting in 2008. For the next four years, car sales ‘spend it while you have it’ attitude and they willin America dropped below seven million units sold bet on their ability to make it again next month ifannually. It was a tough time in which dealerships they spend it all this month. It doesn’t take muchclosed and many in this business went elsewhere to see the weakness of that mindset for anyonelooking for new careers. Only recently during the who is looking to build a prosperous future forpast three years have we seen a great turnaround themselves and their family.in the industry that indicates a return to normalsales expectations. It’s still a long way from So how does someone in this business plan forthe peak years of the late 70’s and mid 80’s, but the future in a time when the markets are oftenthe recovery has been welcome and industry unstable and fluctuating from day to day? I wantpredictions look favorable for the rest of the year to give you a few tips that can help you build yourand into 2017. business in such a way that you develop a stable path to your financial goals regardless of theIn spite of what experts might say, no one can economic climate of the marketplace. Barring areally predict the future of the marketplace with total collapse of the economy this is still possibleabsolute certainty. There are, however, certain today. Hopefully, these simple but powerful tipspractices which can sustain you in your own will provide you with reliable direction for doingprofession if you plan ahead and build your career20 Dealership OverDrive www.davidlewis.com

that in your own career. becomes defined by the knowledge, skills and abilities you currently possess.1. “The meeting of A hunger for self improvement is the most reliablepreparation with asset you can have if you want to ensure yourselfopportunity generates the of growing and lasting success. The more youoffspring we call luck.” invest in your own abilities, the better chance you- Anthony Robbins will have to see your goals come to pass. Adapt the best methods and training available and thenThere are few things that can give the promise improve on them by applying them and refiningof success like solid preparation and training. them in your own life and career.Winners are constantly seeking ways to improvetheir skills and abilities in order to enlarge the 2. “The best preparation forborders of opportunity for success. They learn tomorrow is doing your bestto think outside the box, but not without first today.”exhausting all that the box itself has to offer. - H. Jackson Brown, Jr.Winners know that growth and change are requiredand they commit to the task of learning what is Goals and dreams focus on the future, but theyessential to accomplish the goals they want to are brought to pass by the actions you commitachieve. When learning stops, your futurewww.davidlewis.com Dealership OverDrive 21

Riding the Waves of Changing Markets, continued Take great care of your Customers and exceed their expectations every time you get a chance totoday. Regardless of what your future plans are do so. If you do, they will become an increasingfor tomorrow, unless you commit to them today, force of stability for your career. Loyal customersthey will not likely come to pass as powerfully are like a cache of reserve revenues that surpriseor as soon as they could. Your daily goals must you every now and then when they showbe solely dependent upon your actions and not on up unexpectedly or call ahead to make anthose of others or on circumstances you hope will appointment to come in and get a new vehicle.come to pass. Having that mindset is the most They are your best source for referrals and forvaluable commitment you can make to the success expanding your business into new generationsof your future goals and dreams. of their own family and friends. But this doesn’t happen by chance. It is cultivated customer byToo often car Salespeople think only of what they customer, one at a time.want to accomplish by month’s end then they dragtheir feet until the last week or so before making Riding the waves of changing markets successfullya desperate effort to reach their goal. This is the is not a game of chance as much as it is ahabit of a status quo mindset and it is hazardous consistent effort to do the same thing every dayto a healthy financial future. Every day should anyway. Plan your work and work your plan. Ifbe seen as the best opportunity you have to reach you are just starting in this business, don’t despisethe mark you have set for yourself to achieve that the day of small beginnings. Set a clear focus forweek or that month. what you want to accomplish and don’t be afraid to learn from those you work with who have beenHaving a great day is not a reason to back off truly successful in this business. There is usuallytomorrow into the comfort zone, it is a model that at least one person in every dealership who hasyou can use for having another one tomorrow. cultivated a loyal base of Customers. They canThis is how you stretch your goals and make them sometimes be your best source for learning how tobigger and better. At the end of each day, you do things the right way.should examine what you did well, as well as whatyou did not do so well. What you can learn from Invest in your own self by constantly learning andtoday’s experience is the rocket fuel to launch growing. Set aside money for the lean times astomorrow into even greater heights. they will surely come. That way you won’t have to run from place to place looking for the next3. “It is not the employer opportunity and you can ride the down wave until itwho pays the wages. rises once again as it always does. This is a greatEmployers only handle the business to be in and I know of few others wheremoney; it is the customer you can earn a six figure income with no formalwho pays the wages.” education or even any past experience in sales.- Henry FordSometimes in the daily struggles and battles of Also, don’t forget to stop and smell the roses alongearning a living, it is easy to lose track of the most the way. Life is no fun without taking some timevaluable asset we have: our customers. We must to enjoy the fruits of your labors with those younever forget that without them we would all go love. This is why you do what you do. When youhome without a paycheck and eventually, the have a clear picture of why you are working sobusinesses we work for would close their doors. If hard it makes the doing of it so much easier.you doubt this, just look at the view that many inour business have held for so long that “all buyersare liars.”22 Dealership OverDrive www.davidlewis.com

The Women of Macy Danica Erin Johanna JuliaCausey Patrick Crocker Long LandauerIn case you have not been paying attention, Mobley finished 11th that day ahead of the other there sure are a lot of women today who are female drivers. getting interested in competing on theNASCAR circuit. Most of us have heard of Women drivers have traditionally started theirDanica Patrick, but what about Johanna Long, careers in various open-wheel racing leagues,Tammy Jo Kirk, Tina Gordon, Shawna like the Indy Car Series or ARCA. Most femaleRobinson and Erin Crocker. Other than at the drivers have also raced in either the NASCARIndianapolis 500 where female participation was Weekly Racing Series or the Drive for Diversityinitially discouraged, NASCAR has allowed program. The NASCAR D4D Combine, normallyfemale drivers since its start in 1949. After held at Langley Speedway in Hampton, Virginia,1949, female racers were relatively inactive until has been the proving ground for several current1976, when Janet Guthrie finished 15th in the NASCAR national series drivers. The program’s1976 World 600, even outracing the legendary purpose is to attract minority and femaleDale Earnhardt. individuals to the sport, primarily as drivers, but the opportunities there also include ownershipThe first female NASCAR driver was Sara and sponsorship, as well as crew member roles.Christian, racing in the inaugural NASCAR race NASCAR has implemented several programsat Charlotte Speedway. In the second official race to get more women participants not only intoat the Daytona Beach and Road Course, Christian the driver’s seat, but also behind the pit wall aswas joined by Louise Smith and Ethel Mobley. crew members, engineers and officials.www.davidlewis.com Continued on next page Dealership OverDrive 23

Macy Causey several awards and three Northeast Regional Quarter Midgets of America championships fromThis year, 23 drivers, vied for a spot in the D4D 1993 to 1996 while still in middle and high school.Class of 2016 to run in the NASCAR Whelen In 1997, she began running Mini Sprints at WhipAll-American Series or NASCAR K&N Pro City Speedway in Westfield, MassachusettsSeries. The lineup included 13 females, becoming the first female and the youngest driverincluding the youngest Combine participant, to win a race at that track. From there, she again15-year-old Macy Causey. Causey won Rookie of competed in a 1200cc Mini sprint at Whip Citythe year at Langley Speedway in 2015 competing and also with the Central New York Mini Sprintin her first race at Langley Speedway in the Late Association (CNYMS). In 1999, she movedModel Division and became the youngest female to the Eastern Limited Sprint Series, and wasto ever race at the track. During her acceptance named Rookie of the Year.speech that evening, Causey spoke about theimportance of her grandmother Diane Teel, who Crocker started racing professionally in thewas the first woman to win a NASCAR-sanctioned ‘World of Outlaws’ while attending Rensselaerevent in 1978 at Langley Speedway. Polytechnic Institute in Troy, New York, where she graduated with a bachelor’s degree in industrialFollowing the inspiration of her grandmother, and management engineering. The World ofCausey has pursued her dream of being a Outlaws is one of the most recognizable andprofessional racer since she first started racing at enduring brands in all of motorsports.8 years old. Despite often being the youngest andonly female driver in some of her races, Causey In 2002, Crocker signed with Woodring Racing tohas never backed down in the male-dominated drive a 360 winged sprint car. She won five featuresport of auto racing. In August, Causey earned her races as well as twelve heat events, earningfirst top-five finish in the Late Model Division at her the National Sprint Car Hall of FameLangley. This girl is definitely someone to keep Outstanding Newcomer Award. The followingyour eye on if you are a NASCAR fan. season, she switched to 410 Dirt Sprints, and became the first woman to qualify for theDanica Patrick Knoxville Nationals. She won the 410 division’s Rookie of the Year honors at season’s end.In April 2015, Danica Patrick broke the recordfor most top-tens by a female, driving the Crocker and former boss/team owner, RayStewart-Haas Racing (SHR) #10 GoDaddy Chevy. Evernham were married in 2009 and on July 25,Her team overcame a number of hurdles during 2015 she gave birth to a daughter, Cate Susanthe Food City 500 in Support of Steve Byrnes and Evernham and is now retired from the sport.Stand Up To Cancer NASCAR Sprint Cup Seriesrace. Yet, despite all the obstacles they faced, theynever gave up and earned a ninth-place finish atBristol Motor Speedway. The race at Bristol wasPatrick’s sixth top-ten finish of her career in theSprint Cup Series. Patrick’s finish at Bristol alsobreaks a tie with Janet Guthrie for the most top-tenfinishes by a woman in NASCAR.Erin CrockerErin Crocker first started racing quarter midgets atthe age of 7 in Connecticut where she was namedthe Most Improved Novice during her first yearof competition. She then moved on to win24 www.daviDdleawniicsa.coPmatrick

Johanna Long Julia LandauerJohanna Long began her NASCAR career in 2009 Julia Landauer is a multiple time championshipby racing in a variety of series, including ASA winning racecar driver originally from New YorkLate Model Series, Pro Late Model, and ARCA. City. Since making history at the age of 14 as theShe had 27 top ten finishes in 38 events, 17 top youngest and first female driving champion forfives and 5 wins. Long ended 2009 by winning the Skip Barber Racing Series, Julia has exploredthe pole position in the Snowball Derby, one of the and won in all types of racing, from go-karts, tofew late model races in the off-season featuring formula cars and stock cars. After becoming thedrivers from around the United States. first female NASCAR Track Champion in her division at Motor Mile Speedway in 2015, JuliaShe competed in seven ‘Camping World’ races in moved up and is currently racing in the NASCAR2010 and raced in the Billy Ballew Motorsports K&N Pro Series.truck in the middle of the season before the #15team was shut down. With Ballew she qualified 24 year old Julia is a driver with a variety ofin all three races between 15th and 20th before interest and pursuits in addition to racing everyfinishing 17th, 34th and 20th. Long finished the season since she was 10. She graduated fromyear by racing in four events for her family-owned Stanford University in 2014, earning a Bachelor ofteam, Panhandle Motorsports. With Panhandle she Science degree in Science, Technology, and Society.had a season-high ninth place qualifying effortat Texas Motor Speedway with her best finish Her 2015 NASCAR stats running in the Limitedbeing a 20th-place result at the final race at Late Model Series are impressive with 4 Wins,Homestead-Miami Speedway. 3 Top Three’s and 6 Top five’s. Taking what she learned at school and from the racing industry,Long then returned to Pensacola’s Five Flags Julia has spent over five years purposefullySpeedway for the 2010 Snowball Derby to win building her brand where technology, communitythe 43rd annual running of the event. She became and racing intersect and fuse. Along with Julia’sthe second woman to win that race after Tammy on-track success and her strong understanding ofJo Kirk did it in 1994. She competed in the what partners of the sport need, Julia is the idealCamping World Truck Series in 2011, driving racer to attract new fans and sponsors to the sport.the family-owned No. 20 Toyota and running forRookie-of-the-Year honors. Sponsorship issues Now settled in North Carolina, “the heart offorced her to run only a partial season. Her best NASCAR,” Julia is making her name synonymousfinish was eleventh at Texas Motor Speedway. with more than speed and grit; as she climbs the NASCAR ladder, she uses her racing platformFor 2012, she signed to drive the #70 Biomet to continue advocating for STEM (Science,Foretravel Motorcoach Chevrolet, owned by ML Technology, Engineering and Math) education,Motorsports, in the NASCAR Nationwide Series. women’s empowerment, and for following yourThe team entered 21 races, finishing 20th in dreams despite the hurdles.the standings. So, if you have only heard of Danika Patrick untilOn January 28, 2015, it was announced that Long now, hopefully this has given you a bit more infowould drive the #03 Chevrolet Camaro for Mike on those who came before her on NASCAR andAffarano in the Xfinity Series. However, after those who are still racing alongside this greatseveral weeks of funding issues and her failing pioneer and role model for women in the sport ofto qualify at Richmond, the team revealed on auto racing. With interest still increasing amongMay 21 that Long has been released. On July 30, females, we are certain to see more and moreshe joined Obaika Racing for the Xfinity race at females who brave the exciting and dangerous lifeIowa Speedway. of auto racing to make their mark in the history of this great American tradition.www.davidlewis.com Dealership OverDrive 25

Service Swmith aile Wfeheel nlikyeousmdoilnin’tgMany people incorrectly assume that the Let’s face it! Going to an auto service center with right attitude is always followed by a car problems is not something most people feel smile. In reality, it’s often the other way good about. That’s when a professional Servicearound. Smiling can often turn a wrong attitude Department employee or a great Service Advisorinto a right one. We’ve all heard that your attitude can make a real difference with a simple smile, adetermines your altitude in life, but the truth is friendly manner and a little empathy. We’ve allthere are times when it’s easy to have a bad been there at one time or another so it’s not soattitude when we are experiencing difficulties difficult to see when someone else is havingor challenges. a problem.Oh when you’re smiling, when you’re smilingThe whole world smiles with youYes when you’re laughing, when you’re laughingThe sun comes shining through - Louis Armstrong26 Dealership OverDrive www.davidlewis.com

Success guru and author, Denis Waitley says, “A as any surprise to us if people appreciate it whensmile is the light in your window that tells others we smile at them as well. Smiling isn’t justthat there is a caring, sharing person inside.” something that happens because your face is shaped that way. It’s a way of communicating toYou never know what someone might be going someone that you’re a friendly, welcoming person.through when they first drive into your service It tells someone about the state of mind you areline. But whatever it is, seeing a smiling face in and has the power to affect their state of mindlooking back in their direction is sometimes all as well.it takes to lighten the load and remind them thatthe people who work there are there to help. Just Psychologists have proven without any doubtknowing that you are not alone and someone is that smiling is even effective over the telephone.ready to help you can lift the clouds and change Positive emotions travel over the airways andthe way you look at things. when you are smiling with a customer on the phone, it has a positive effect on the hearer. SoBut, smiling isn’t only good for the recipient. when you are talking to customers on the phoneMany highly regarded studies have shown that or making service appointments, smile. Chancesit also has tremendous benefits for the person are it will make a positive difference for thewho is doing the smiling. Ron Gutman, Founder customer and how they feel about coming in toand CEO of a doctor referral company called your Service Department.Healthtap, wrote an article for the March 2011edition of Forbes magazine about the power of a Smiling is also a plus for up-selling products andsmile. Gutman had examined the results of a services. When people exchange products or doU.C. Berkley research project that studied the business transactions, they feel better if the personsmiles of students from a thirty year old school they are dealing with is someone who has a smileyearbook and measured their well-being and on their face. A smile can even translate positivesuccess throughout their lives. By measuring the emotions to the recipient about the product orsmiles in the photographs, the researchers were service they are purchasing. Obviously, a smile byable to predict how fulfilling and long lasting their itself doesn’t guarantee excellent customer service,marriages would be, how highly they would score but excellent customer service almost alwayson standardized tests of well-being and general begins with a smile.happiness, and how inspiring they would be toothers. The widest smiles consistently ranked As for the dealership, smiling for customers hashighest in all of the above. an impact on how they feel about your dealership in general. That is why so many businessMr. Gutman’s article told of an even more advertisements emphasize things like: “Friendlysurprising 2010 research project done at Wayne Service” or “Service with a Smile.” SomeState University. In this study, researchers will even use the term “Our friendly staff” inexamined the baseball card photos of Major their advertising.League players in 1952. The study found that thespan of a player’s smile could actually predict the Smile at your customers every time you get thespan of his life! Players who didn’t smile in their chance and see if it doesn’t affect them and you aspictures lived an average of only 72.9 years, while well. Working in any service oriented job can beplayers with beaming smiles lived an average filled with opportunities to have a bad attitude orof 79.9 years. a bad day. Why not turn on the power of a smile and shake things up a bit. Your customers willThe truth is, we all know we feel better ― and definitely appreciate it and the benefits to youthings go better ― when we have a cheerful should show up in your paycheck, as well as inattitude and a smile on our face. It shouldn’t come the dealerships bottom line.www.davidlewis.com Dealership OverDrive 27

DLA QUARTERLYROUND TABLES Internet/BDC Managers F&I Managers Sales Managers Service Managers Contact Mary Mannella for more information. Call 800.374.3314 ext. 215 or email: mmannella@davidlewis.com Round Tables are available at both Training Centers!28 Dealership OverDrive “I’d love to put you behind the wheel of this car. However, I doubt the bank will allow you to finance it for 30,000 months.” www.davidlewis.com

UpcomingCourses Philadelphia Training CenterJUN 6/1 Understanding Your Customer (9-1pm) JUL 7/12 Advanced Sales: Level 1 6/2 Business Etiquette (1-5pm) 7/13 Advanced Sales Program (Day 1) 6/3 Internet/BDC: Lead Generation (Day 1) Objections: Level 1 6/6 Internet/BDC: Lead Generation (Day 2) Advanced Sales Program (Day 2) 6/7 Entry Level Sales (Day 1) Entry Level Sales (Day 2) 7/14 Leasing for Salespeople (9-1pm) 6/8 Entry Level Service Advisor (Day 1) Prospecting & Follow-Up (1-5pm) Entry Level Sales (Day 3) Advanced Sales Program (Day 3) 6/9 Entry Level Service Advisor (Day 2) Entry Level Sales (Day 4) 7/15 Phone-Ups: Level 1 Philadelphia Training Center 6/10 Entry Level Service Advisor (Day 3) Advanced Sales Program (Day 4) Entry Level Sales (Day 5) 6/14 Entry Level Service Advisor (Day 4) 7/18 Advanced Service Advisor Techniques Advanced Sales: Level 1 Advanced Service Management Prog. (Day 1) 6/15 Advanced Sales Program (Day 1) Objections: Level 1 7/19 Common Mistakes Salespeople Make (9-1pm) Advanced Sales Program (Day 2) Business Etiquette (1-5pm) Understanding Your Customer (9-1pm) Service Advisor Phone Techniques (1-5pm) Advanced Service Advisor Program (Day 2) 7/20 Social Media for Salespeople Effective Service Walk Arounds (9-1pm) Advanced Service Advisor Program (Day 3)6/16 Leasing for Salespeople (9-1pm) 7/21 Understanding Your Customer (9-1pm) Prospecting & Follow-Up (1-5pm) 7/25 Entry Level Sales (Day 1) Advanced Sales Program (Day 3)6/17 Phone-Ups: Level 1 7/26 Entry Level Sales (Day 2) Advanced Sales Program (Day 4) 7/27 Entry Level Sales (Day 3) 7/28 Entry Level Sales (Day 4)6/20 Social Media Marketing for Salespeople 7/29 Entry Level Sales (Day 5)6/21 Advanced Sales Management Advanced Sales Management Prog. (Day 1)6/22 Leadership (9-1pm) “I had a wonderful week at training. I feel Coaching (1-5pm) like I am a thousand miles from where I Advanced Sales Management Prog. (Day 2) was prior to the course and I look forward to using my knew knowledge. Brian was6/23 Advanced Management Negotiations (9-1pm) very professional, energetic and a pleasure Hiring/Motivation (1-5pm) to be taught by. Thank you for offering Advanced Sales Management Prog. (Day 3) such a wonderful training program and I actually look forward to taking more6/24 Train the Trainer (9-1pm) courses at DLA!” - Delson Burns, C&C Ford Chrysler Leasing for Managers (1-5pm) Advanced Sales Management Prog. (Day 4)6/27 Entry Level Sales (Day 1)6/28 Entry Level Sales (Day 2) For more information6/29 Entry Level Sales (Day 3) call 800-374-3314 ext. 2156/30 Entry Level Sales (Day 4)Scheduled course dates are subject to change without prior notice. Please check www.davidlewis.com for updated class dates and details.www.davidlewis.com Dealership OverDrive 29

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.TDRLAAINAINUGTOCMEONTTIEVRESPHILADELPHIA, PA MONTVALE, NJ• Salespeople • Secondary Finance• Sales Managers • Service Advisors• Internet/BDC Managers • Service Managers• Internet/BDC Staff • Parts Managers• F&I • Body Shop ManagersFor more information regarding available DLA courses, please call800-374-3314 ext. 215 or visit us online at: www.davidlewis.com30 Dealership OverDrive www.davidlewis.com

UpcomingCourses NY/NJ Metro Training CenterJUN 6/1 Advanced Service Manager Concepts JUL 7/1 Common Mistakes Salespeople Make (9-1pm) Advanced Sales Management Program Understanding Your Customer (1-5pm) 6/2 (Day 1) 7/5 Advanced Sales: Level 1 6/3 Common Mistakes Salespeople Make (9-1pm) Advanced Sales Program (Day 1) Understanding Your Customer (1-5pm) OMOTIVE TRAINING CENManagement Service Advisor Training (9-1pm)7/6 Objections: Level 1 Advanced Sales Program (Day 2) Advanced Service Creation (1-5pm) Advanced Service Management Program (Day 2) 7/7 Advanced F&I Concepts (Day 1) Understanding the Service Customer (9-1pm) Leasing for Salespeople (9-1pm) Advanced Service BDC Concepts (1-5pm) Prospecting & Follow-Up (1-5pm) AUT NY/NJ Metro Training Center Advanced Service Management Program (Day 3) Advanced Sales Program (Day 3) TER 6/7 Advanced Sales: Level 1 7/8 Advanced F&I Concepts (Day 2) Advanced Sales Program (Day 1) Phone-Ups: Level 1 6/8 Objections: Level 1 Advanced Sales Program (Day 4) Advanced Sales Program (Day 2) 6/9 7/11 Entry Level Sales (Day 1)6/10 Leasing for Salespeople (9-1pm) 7/12 Entry Level Sales (Day 2) Prospecting & Follow-Up (1-5pm) Entry Level Service Advisor (Day 1)6/13 Advanced Sales Program (Day 3)6/146/15 Phone-Ups: Level 1 7/13 Entry Level Sales (Day 3)6/16 Advanced Sales Program (Day 4) Entry Level Service Advisor (Day 2)6/176/20 Entry Level Sales (Day 1) 7/14 Entry Level Sales (Day 4) Entry Level Service Advisor (Day 3) Entry Level Sales (Day 2) 7/15 Entry Level Sales (Day 5) Entry Level Sales (Day 3) Entry Level Service Advisor (Day 4) 7/19 Advanced Sales Management Entry Level Sales (Day 4) MONT VALE, NJAdvanced Sales Management Program (Day 1) Entry Level Sales (Day 5) 7/20 Leadership (9-1pm) Coaching (1-5pm) Business Etiquette (9-1pm) Advanced Sales Management Program (Day 2)6/21 Advanced Sales: Level 1 7/21 Advanced Management Negotiations (9-1pm) Advanced Sales Program (Day 1) Hiring/Motivation (1-5pm) Advanced Sales Management Program (Day 3)6/22 Objections: Level 1 Advanced Sales Program (Day 2) 7/22 Train the Trainer (9-1pm) Leasing for Managers (1-5pm)6/23 Leasing for Salespeople (9-1pm) Advanced Sales Management Program (Day 4) Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3) 7/25 Internet/BDC: Lead Generation (Day 1)6/24 Phone-Ups: Level 1 7/26 Internet/BDC: Lead Generation (Day 2) Advanced Sales Program (Day 4) 7/27 Business Etiquette (9-1pm)For more information please call 800-374-3314 ext. 215 Scheduled course dates are subject to change without prior notice. Please check www.davidlewis.com for updated class dates and details.www.davidlewis.com Dealership OverDrive 31

ATutroaminiontgiveIn-Dealership Programs Salespeople • Sales Managers • Internet/BDC Staff • F&I • Secondary Finance Service Advisors • Service Managers • Parts Managers • Body Shop Managers www.davidlewis.com