010818 Training Solutions catalog

2018DLA AutomotiveTRAININGSOLUTIONS Comprehensive Training. Proven Results.

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WHO WE ARESince 1986, David Lewis & Associates (DLA) has been training Dealers, GeneralManagers, Service Managers, Sales Managers, F&I Managers, Salespeople and ServiceAdvisors on the “Art of Inspirational Selling.” Our unique ideas have helped thousandsof dealerships nationwide achieve their sales and management goals.As an F&I Training company in the 1980s, DLA created the initial concept for presentingF&I products with presentation flip charts, which later developed into what is nowknown as “Menu Selling.” In the 1990s, DLA created the concept of “InspirationalSelling” based on the philosophy of a more customer- friendly dealership environment.The program has evolved over the years to keep up with the changing times and today’stechnology, but the idea behind “Inspirational Selling” remains the same: provide apositive selling experience for customers and dealerships alike.In 2007, David wrote his first book based on his sales concepts titled Secrets ofInspirational Selling, which quickly became and must-read book for the automotiveindustry. Since then, David has written four more books; Common MistakesAutomotive Salespeople Make, The Leadership Factor, Understanding Your Customer,and Winners vs. Losers.David Lewis & Associates is headquartered in Melbourne, Florida with DLA TrainingCenters located in Philadelphia, Pittsburgh and NY/NJ Metro. All DLA Trainers are DLACertified and are recognized experts in the industry. 3

WHY CHOOSE DLA? Proven Experience David Lewis & Associates is the most well-respected and established company in the industry. David Lewis & Associates was founded in 1986 by David Lewis. For almost 30 years, his mission has been the development and enhancement of Dealership personnel. His methods have been highly regarded as very Inspirational and Motivating. DLA provides certification and training for Dealers, General Managers, General Sales Managers, Sales Managers, Secondary Finance Managers, F&I Managers and Salespeople. His book, “The Secrets of Inspirational Selling” has become an industry recognized approach for how to sell cars and promote Dealership success. Expert Trainers All of our Trainers are certified through our extensive DLA training program. Each Trainer has been selectively hired based on their education and past experience in the Automobile Industry. All training is taught by a trainer with specific experience in the subject matter. Gets Results DLA training has yielded tremendous results in several areas of the Dealership. Most realize an increase in sales of around 40% in volume and an additional 60% in revenue. In the Service Department, results range from a low of 35% to a high of 70% in increased commissionable revenue. Our Dealerships DLA trains in both rural and metropolitan areas, in both domestic and import stores, with volume ranges from a low of 30 cars per month to a high of 1,000 cars per month. Our training benefits both the newly hired team member to the most experienced management staff. “Since signing up with David Lewis & Associates, our profits have doubled.” “Our results have been beyond belief. Our volume is up over 60%, our profits have doubled and my staff loves the sales process we learned from David and his Trainers.” Scott Casebeer, Dealer – Capital Auto Group4

DLA IN-DEALERSHIP TRAINING Bring any of our intensive training programs to your Dealership and you will realize the difference. With our In-Dealership training solutions, your Dealership will receive personalized training designed to meet your specific needs. Whether it is Sales, Service, Internet/BDC or any of our many courses offered, with our In-Dealership workshops, your team will learn new ideas and concepts that will move them to the next level of success. Our training is designed to make steady monthly improvements in both your Sales and Service Departments. Our intensive in-dealership training programs are typically one to two days, every month. 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 . MANAGEMENT . INTERNET/BDC F&I . FIXED OPS . SECONDARY FINANCE 5

DLA TRAINING CENTERS About the Training Centers The DLA Training Centers are located in Philadelphia, PA, Pittsburgh, PA and Montvale, NJ. We offer superior training away from the Dealership and in an environment advantageous to learning. Our 10,000 square foot, state-of-the-art facilities are designed to offer a full range of classes to meet the training needs of every one in your Dealership. We offer controlled classroom sizes that allow for both group and individualized training. Training Staff All Training is done 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 your Dealership will engage in a superior Training Program with a strong curriculum and top-notch Trainers. Certification Program Training at the DLA Training Centers is recognized through the DLA Certification Program. We are proud to distinguish our students for the skills they achieve and do so by officially recognizing that they have completed and mastered these programs successfully. We Offer Courses For: Dealers . General Managers . Salespeople . Sales Managers . F&I Managers . Secondary Finance Managers . Internet/BDC Managers . Internet/BDC Reps . Service Managers . Service Advisors The only complete Automotive Training Centers in the country! PHILADELPHIA - NY/NJ METRO - PITTSBURGH More DLA Training Centers are coming to a city near you!6

DLA WORKSHOP & COURSESDesigned to be results driven, the curriculum for DLA Training encourages maximumachievement with a simple understanding of the concepts presented to the student.The course material is always kept current to reflect today’s automotive environmentand the customer’s car-buying habits. All DLA Trainers are DLA Certified and representthe best the industry has to offer. Courses are available through our In-Dealershipand DLA Training Center Programs with most courses available through the DLAOnline portal.The following pages represent the courses available for Sales, Sales Management,Fixed Ops, BDC/Internet, F&I and more. 7

Sales TrainingCourses Entry Level Sales Negotiations for Salespeople Advanced Sales Level 1 Leasing for Salespeople Advanced Sales Level 2 Prospecting & Follow-Up Objections Level 1 Understanding Your Customer Objections Level 2 Common Mistakes Salespeople Make Phone-Ups Level 1 Social Media Marketing for Salespeople Phone-Ups Level 2 Selling In-Service Leadership/ManagementCourses Understanding the Sales Process for Managers Leadership / Coaching Advanced Sales Management Prog. (3 Days) Hiring / Motivation Advanced Management Negotiations Increasing Profits 50K Plus Per Month Advanced Used Car Management Train the Trainer Leasing for Managers Fixed OpsCourses Entry Level Service Advisor Prog. (4 Days) Service Staff Retention Advanced Service Advisor Prog. (2 1/2 Days) Advanced Service Revenue Creation Advanced Service Advisor Techniques Effective & Profitable Express Serv. Processes Understanding the Service Customer Management Service Advisor Training Effective Service Walk-Arounds Introduction to Service Management Service Advisor Phone Techniques Introduction to Service BDC Advanced Service Manager Prog. (3 Days) Advanced Service BDC Concepts Advanced Service Management Concepts8

Internet/BDCCoursesInternet/BDC Lead Generation (2 Days) Internet/BDC Management F&ICourses Service Staff Retention Advanced Service Revenue CreationEntry Level Service Advisor Prog. (4 Days) Effective & Profitable Express Serv. ProcessesAdvanced Service Advisor Prog. (2 1/2 Days) Management Service Advisor TrainingAdvanced Service Advisor Techniques Introduction to Service ManagementUnderstanding the Service Customer Introduction to Service BDCEffective Service Walk-Arounds Advanced Service BDC ConceptsService Advisor Phone TechniquesAdvanced Service Manager Prog. (3 Days)Advanced Service Management ConceptsSecondary FinanceCoursesIntroduction to Secondary Finance Advanced Secondary FinanceGeneral CoursesCoursesReceptionist/Phone Operator/Admin Winners vs. LosersBusiness Etiquette Psychology of SalesHow To Deal with Stress How To Avoid Negativity 9

DLA David Lewis & Associates Industry Leading Online Training SALES COMMON MISTAKES SALESPEOPLE MAKE The DLA Online Training Program is designed F&I to let you train at your own pace. It can be SECONDARY FINANCE used as a complete training environment SALES BDC or as a reinforcement tool subsequent SALES MANAGEMENT to attending a class at one of our training LEADERSHIP centers or following an In-Dealership TRAIN THE TRAINER workshop session. DLA Online provides you WINNERS VS. LOSERS and your staff access to over 1,000 training SERVICE BDC videos of great material and is available 24/7 SERVICE ADVISOR on any device. SERVICE MANAGEMENT STRESS MANAGEMENT PHONE OPERATOR/RECEPTIONIST/ADMIN SALES MEETING10

DLA Live! ChatNeed help with overcoming an objection?DLA Live! Groups Or, maybe you’ve encountered a new one?DLA Live! Webinars And more!Whatever the question may be in Sales, BDC, Fixed Ops or F&I, a DLA Live! Trainer is there to help with the click of a button or the dial of a number. DIntroduLcingALive!*This is an additional service of DLA Online only. DLA Live! is a new service offered by DLA that gives the student immediate, live access to DLA Certified Trainer. The Trainer is there to help answer questions, provide additional guidance, further explanation to processes, role-play; whatever the student needs to!improvetheirskillsandachievetheirgoals.For more information on DLA Live!, call 321.485.6000 or email: [email protected] 11

DLA RECRUITING WE RECRUIT: Salespeople, Internet/BDC, Service Advisors and Administrative staff DLA RECRUITING WILL: Find Candidates • Screen Prospects • Schedule Interviews 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 driver’s 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 hire into the appropriate course depending on the position they accepted. Success has two ingredients: People and Training. Let DLA help you with both.12

WE ARE LIKED“We believe in the Philadelphia Training Center’s curriculum. It works! All new employees must attendthe Entry Level Sales course. The 5 days of uninterrupted curriculum helps the employee understandwhat our business is all about and includes learning the steps to the sale, overcoming objections,prospecting and phone skills. Our partnership with DLA gives them the start they need to be productivesales associates. Additionally, our management team makes sure that each associate reads David’sbook “Secrets of Inspirational Selling” and we read excerpts of the book during sales meetings.” Bruce Carlino, Sales Manager, Chapman Ford Mazda Lincoln Mercury“The Internet/BDC Class was awesome! It was a great experience and I learned a lot of new things thatwe will definitely use at the Dealership. I would definitely attend another class and recommend theseclasses to others.” Mehraan Moosa, Internet/BDC Manager, Brenner Nissan Dodge“I have been in the car business for 16 years and have attended many F&I training classes. This F&Icourse was the most informative I have ever attended. I learned more in 2 days than I have in all theothers I have attended combined. This course will now be mandatory for all of our F&I Managers.” Sandy Adams, Finance Director, Mike Piazza Honda“I have enjoyed myself this week! I feel as though it was highly inspirational and different than anything Ieven imagined. I think I will be able to take a lot of this material back to the dealership and be successfulimplementing it in my daily life. I am excited to show my new knowledge with fellow coworkers andhopefully start a new culture of sales people at I.G. Burton! Thank you all for putting up with the I.G.Burton crew this week...We can be a handful!” Mary Helen Waltjen, Sales at I.G. Burton Mercedes – Benz“The Advanced Sales Class was the best sales training class I have been to. I am convinced that thethings I learned will help me raise my personal income another $20,000. I thought I was good at sellingcars, but now I know I will be great.” Lauren Potchak, Conicelli Honda“Why would you not take the time? Whether you’ve been doing this one week, one year or ten years –customer expectations is an evolution. Having a partner like David Lewis to support your businessis monumental!” Carolyn Shoop, BDC Director at Bergey’s Chevrolet 13

BOOKS BY DAVID LEWIS Industry Leading Author and Speaker SECRETS OF INSPIRATIONAL SELLING Learn how the art of Inspirational Selling can make your automotive career thrive. David Lewis opens the door and shares with you surprising ways to increase your sales and grosses. His concept creates a non pressure selling environment that enhances the sales process for both the Customer and the Dealership. Closing the sale is so much easier once the Customer is INSPIRED to buy from YOU! UNDERSTANDING YOUR CUSTOMER In this book, you will learn what every Automotive Salesperson needs to know about their Customers. Learn how to judge the Customer’s behavior, why Customers are so defensive, the difference between an obstacle and an objection, the five variable conditions Customers represent, a unique sales process that creates more sales and how to gain customers for life. Plus, much more! COMMON MISTAKES AUTOMOTIVE SALESPEOPLE MAKE Within these chapters, you will learn the most common mistakes Automotive Salespeople and Sales Managers make on a daily basis. Whether you are new to automobile sales or a veteran of many years, this book will be useful to you in the task of building a successful and admirable career in the business of selling cars. Mistakes are a part of life, Learn from them and your career will soar. THE LEADERSHIP FACTOR Anyone can be a Manager or Boss, but true WINNERS want to be great LEADERS. This book explores the philosophies and actions of what it takes to be a great Leader of people. Learn the characteristics and qualities successful Leaders utilize and how strong leadership will grow your Dealership. All of the concepts within this leadership book are based on working in the Retail Automotive Dealership. WINNERS VS LOSERS This book has been written as a personal roadmap to help you re-discover your dreams or create a reality of an even better one than you had before. Reaching your destination will be determined by your personal will, strengths and commitment. You may not even know what your dream in life is or you may have left it somewhere along the path viewing it as a foolish idea that would never come to pass, but if you have dreams, then why not have the desire and goal to achieve them.14

Dealership TM A David Lewis & Associates Publication INSIGHTFUL ARTICLES USEFUL TECHNIQUES CURRENT TRENDS AND TOPICS HELPFUL TIPS AND MORE ... Each month, Dealership Overdrive delivers the newest ideas, trends and techniques for operating a successful car Dealership. All articles are written by our staff of DLA Trainers and represent the most recent concepts that they learn as they travel the country visiting our Dealership customers. These articles are designed to help grow our industry while creating a more customer friendly environment. Subscriptions are free so, if you are not currently a subscriber, please contact us to get on our list.Dealership AUGUST 2015 Dealership DECEMBER 2015 Dealership MAY 2015 Dealership NOVEMBER 2015 TM TM TM TM A David Lewis & Associates Publication A David Lewis & Associates Publication A David Lewis & Associates Publication Are You TrackingA David Lewis & Associates Publication Your BDC The Last Ride Results? of the King Phone-Ups, Part II: The Meet and GreetWhat An Interview with The 3 Things that Howto The Customers 4 Buying Factors tops Steve Bierwirth Kill a Phone Up DealwithFemaleCustomers Where To Find Good Sales Candidates uccess? Turning Service Loss The 7 Service Meet & Greet No-No’s IN SERVICE Why Customers Object Mailers Into How Your Attitude Affects Your Altitude 15 Profit Providers Batcave Muscle Mad Max Rides Again!

STAY CONNECTEDEVERYDAY WITH DLA! Struggling with your goals? Sales & Service Tips Having trouble staying motivated? Recent Articles Need some guidance on Trainer Advice how to handle an objection? Videos Expert advice is at your fingertips! Training Center Information Workshop Calendars Sign up to receive the latest news and sales tips Latest DLA News right in your inbox! Visit www.davidlewis.com DLA Online Login and click SIGN UP! Request David’s Books16 Message DLA! If you have a specific question or need further information, send us private message through any of our social channels. We’re happy to help!

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Comprehensive Training. Proven Results.For information regarding course availability, please call Mary Mannella at 800-374-3314 ext. 215 or visit us at: www.davidlewis.com