DLA FIXED OPS Service Training

FIXED OPSSERVICE TRAINING For more information please contact Mary Mannella at 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com

Included with ourFixed Ops Service Training Training... Anytime, Anywhere, Any Device. 400+ Videos Containing 70+ Hours of Valuable Material for your Service Advisors & Service Managers Call 800-374-3314 ext. 215 or visit: www.davidlewis.com

FIXED OPS SERVICE TRAINING This In-House Program provides training for yourService Managers, Parts Managers and Service Advisors.SERVICE & PARTS MANAGERS SERVICE ADVISOR• Hiring The Right People • Phone Strategies / Setting Appointments• How to Create a Team Environment • Sales Processes Customers Will Appreciate• Service Employee Pay Plans • Effective Walk Around Presentations• Leadership Skills • Advance Step Selling Techniques• Understanding the Service Customer • Objection Responses• Effective Marketing Strategies • Hot to Create a Quality Repair Order• Ideas for Advanced Service Revenue • Delivery Procedures• How to Operate a Profitable Express • How to Improve CSI Scores • How to Deal with Stress Maintenance Operation• The Process for Creating Higher CSI Scores DAY(S) OF TRAINING:Classroom Environment • On the Service Drive • In the Shop - Visits Every 4-5 Weeks -For more information please contact Mary Mannella 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com

Service Manager Training1. Understanding the Average Service Customer 3. The Secondary Repair Facilities a. Customer Quote a. Why a Customer Goes to a Secondary b. What the Customer Wants From Their Repair Facility Service Visit b. The Secondary Repair Business Doubles c. Perception Equals Reality Every 5 Years d. How Customers Base Their Perception e. The Order of How the Customer Ranks 4. Understanding the Average Service Customer Their Buying Decision a. Role of a Service Writer f. The 4 Common Traits About People b. Role of a Service Advisor g. Verbiage to Make the Customer Talk c. What Do You Have? h. 4 Reasons Why a Customer Would Not Visit d. Function of a Service Advisor Your Service Department 5. Hiring The Right People i. #1: Price / Value j. #2: Quality of Work a. If Money Was No Object k. #3: Convenience b. Do You Panic Hire l. #4: Relationship / Treatment c. The Effect of Hiring the Wrong People m. 13 Words & Phrases to Never State d. Common Hiring Mistakes e. Qualities You Want in a New Hire to a Customer f. Applicant Areas of Concern g. The Importance of Calling Every Reference2. Understanding the Female Service Customer h. Question to Ask on Reference Calls i. Never Call the References Listed a. 10 Facts About Female Service Customers j. Interview Questions for Technicians b. #1: They Are 65% Of Your Service Customers k. People Are Your Most Important Assets c. #2: Females Influence 80% of all Purchases l. Do NOT Hire Someone Else’s Poor Performer d. #3: Over 70% of Females are Uncomfortable m. People Quit People Who Devalue Them with the Service Process 6. Creating A Team Environment e. #4: Most Service Write Up Areas Are Not a. The 3 Things You Manage in a Female Friendly Service Department f. #5: Females Have Higher Expectations b. Why People Are Your Most Important Asset Than Men c. The Definition of Team Work g. #6: Females Are More Emotional in Their d. Characteristics of an Effective Team Leader e. Benefits of a Service Department Buying Process h. #7: Females Are More Logical in the Mission Statement Buying Process www.davidlewis.com i. #8: Most Females Participate in Manufacturer’s c David Lewis & Associates, Inc. Customer Surveys j. #9: Females Are Inquisitive and Detail Oriented k. #10: Females Are More Opinionated l. The 7 Do’s When Dealing With Female Customers

Service Manager Training7. About Your Team 10. Employee Pay Plans a. How Will You React if Equipment Missing a. What Areas Do Good Pay Plans Affect? b. How Will You React if You Lost a b. Understanding a Pay Plan Methodology c. Who Should Benefit From a Good Pay Plan Valuable Employee d. Performance Based Pay Plans For c. Why Employees Quit d. The Cost of Employee Turnover Service Advisors e. Pay Plans For Technicians8. Understanding the Service Advisor f. Bonus For Technicians g. Signs the Technician’s Pay Is Too High a. What is Querencia? h. Pay Plans For Service Advisors b. The Service Advisor Safe Place i. Be Aware of the Following c. Understanding the Human Psychology of j. Adjusting the Pay Plan Your Service Advisors 11. Pay Plan Issues for Service Advisors d. Uncomfortable Situation in a Service a. The 7 Pay Plan Issues Advisor’s Day b. #1: Pay Plans Are Not a Substitute For e. 3 Areas to Improve Service Advisor Growth f. #1: Stop Being a Boss Managing Their Performance g. #2: Stop Assuming c. #2: Always Have a Daily Reporting Tool h. #3: Stop Threatening d. #3: Performance is Based on i. Understanding Unconditional Stimulus j. Getting Caught Up in the Wrong Area Individual Operations e. #4: Implement a Tie in to Service9. How To Create a Sales Driven Environment f. #5: Pay a Draw, Not a Salary g. #6: Do Not Pay Based on Hours Per RO a. What is a Sales Driven Environment h. #7: Do Base a Pay Plan Heavily Weighted b. #1: Celebrate Performance c. #2: Effective Training on CSI d. #3: Accountability e. #4: Open Communications 12. Service Advisor Obstacles f. #5: Financial Rewards g. The 5 Areas Your Advisors MUST Understand a. Obstacles That Effect Service Advisors h. #1: Level of Customers Inconvenience b. #1: Believing in the Technicians Findings i. #2: People Do Not Like Surprises c. #2: Trusting Technician’s Recommendations j. #3: The Sign States “Service” d. #3: Placing Themselves in the k. #4: Being Proactive is Always Better l. l#5: The Impact of Being Positive Customer’s Shoes m. The 3 Areas a Service Advisor Must Not Blame e. #4: Pre- Qualifying the Customer f. #5: Presentation Flow For Their Lack of Effort g. #6: Struggling With Price n. #1: Condition of Facility o. #2: Phone System or Other Technology www.davidlewis.com p. #3: Other Departments c David Lewis & Associates, Inc.

Service Manager Training13. Being an Effective Service Leader 15. Up-Selling in Service, continued a. What is Leadership? r. 7 Ways To Make an Expensive Repair b. The 5 Essentials of Leadership Look Reasonable c. #1: Leadership is About Influencing Others d. #2: Leadership is a Verb and Not a Noun s. #1: Introduce an Expensive Repair First e. #3: Leadership is About Creating Change t. #2: Compare to an Intangible Item u. #3: Increase the Perception and Facilitating Growth v. #4: Remove the $ Sign f. #4: Leaders Deal With People and w. #5: Make the Number Smaller x. #6: Create Visual Perceptions Their Dynamics y. #7: Offer Numerous Repairs and Remove One g. #5: Leadership is About Advancing Others 16. How To Increase Repair Order Count14. The Service Walk-Around a. The Benefits Of Increasing the Repair Order a. The Definition of Empathy Count By 2 Per Day b. When Must Your Staff Show Empathy? c. How to Show Empathy b. Record & Listen d. 8 Rules For a Great First Impression c. Phone Verbiage That States You Have Lost e. Benefits of a Service Walk-Around f. How to Build Value In a Walk-Around the Opportunity g. The Service Walk-Around Steps d. Phone Facts That Affect RO Count e. How to Get the 2 Extra RO’s Per Day15. Up-Selling in Service f. Who is Getting the Bulk of the Service Business? g. Mystery Shop Your Service Advisors a. 4 Buying Factors Customers Want h. The Con of Charging a Diagnostic Fee b. Why Customers Think We Sell Them Products i. Never Quote a Price Over the Phone j. How To Increase Service Appointments They Do Not Need k. Should You Pay the Tech for the Diagnostic c. The Five Senses l. The Benefits of Free Diagnostic d. The Two Strongest Senses e. 3 Ways to Maximize the Customer’s Senses 17. Waiters f. The 7 Meet & Greet No No’s g. The Ten Foot Rule a. The Pros of a Waiter h. What is Show & Tell? b. The Cons of a Waiter i. The Benefit of Show & Tell c. Show the Waiter the Concern j. How Does Show & Tell Benefit the Customer? d. The Waiter’s Mindset k. Best Place to Post a Video For Show & Tell e. The Customer Lounge – Couches l. Best Method To Contact Customer For f. The Customer Lounge – Techs Visible Show & Tell www.davidlewis.com c David Lewis & Associates, Inc.

Service Manager Training18. Marketing 21. Active Listener a. The Importance of Marketing a. The Benefit Of Being an Active Listener b. Common Places We Currently Market b. #1: Pay Attention c. #2: Show That You Are Listening Our Services d. #3: Respond Appropriately c. Our Current Marketing – Baby Boomers e. #4: Provide Feedback d. Who Are the Millenials and GEN X? f. #5: Defer Judgment e. What Type of Marketing Do Millenials 22. Express Service Operation and GEN X Prefer? f. Facebook Statistics a. Benefits of an Express Service g. When Marketing, Think Retail b. Where Do the Competitive Express Service h. Appointment Reminder System i. Groupons Centers Get Their Customers? j. Service Department Facebook Page k. Direct Mail Coupons 23. Effective Labor Rate l. Customer Referral Program m. Special Events a. What is the Effective Labor Rate? b. What Should Your Effective Labor Rate Be?19. Marketing to the Millenials & GEN X c. What Does it Mean if the Effective Labor a. Characteristics of Millenials and Rate is Too High? GEN X Customers d. Signs That You Should Be Concerned b. What Millenials and GEN X Spend Per Year 24. The Circle of Trust c. 3 Ways To Market To Millenials and a. What is the Circle Of Trust? GEN X Customers b. Who Needs To Trust Who? d. #1: Visualization c. What Happens When the Circle of Trust e. #2: Infographic f. #3: Videos is Broken? g. The Power of Coupons d. Ways To Get the Customer Into the Circle20. Inbound Phone Calls of Trust a. Why a Customer Would Call 25. Service BDC the Service Department a. Benefits of a Service BDC b. Inbound Phone Stats b. #1: Handle Inbound Service Calls c. Why Customers Fail to Show for Appointments c. #2: Set Service Appointments d. What Makes Customers Upset When They Call d. #3: Make Outbound Recall Notifications e. Never Diagnose a Problem Over the Phone e. #4: Make Outbound SOP Part Notifications f. Never Quote Prices Over the Phone f. #5: Handle Service Reminder Calls g. Ask Lots of Questions g. #6: Assist With CSI Call h. #7: Market to Lost Customers www.davidlewis.com c David Lewis & Associates, Inc.

Service Manager Training25. Service BDC, continued 29. Handling Customer Complaints i. When the Service Advisors Handles These Callers a. What Summarizes the Most Common j. Who Should Focus on Revenue? Customer Complaint? k. Check List For an In-house Service BDC l. 2 Alarming Stats About Service Advisors b. How Effective Service Advisor Communications m. What a Customer Judges When Calling Minimize Customer Complaints n. The 9 Rules for the Service BDC Operation c. Service Department Complaint Statistics26. Service CSI d. 6 Rules When Dealing With Customer Complaints e. 2 Things To NEVER Do When Dealing With a. By the Numbers b. Mystery Shop Your Service Department Customer Complaints c. Step Away and Look f. How to Deal With an Angry Customer d. Visit Another Dealership g. 4 Things To NEVER Do When Dealing With e. Watch, Listen & Learn f. Busy is Not an Excuse For Poor CSI Angry Customers g. An Ounce of Prevention Is Worth a Pound of Cure 30. Warranty Processing27. Customer Service a. Warranty Repairs Trending Upwards a. The Definition of Customer Service b. The Cost of Poorly Processed Warranty Claims b. 9 Customer Service Skills We All Need c. Should Service Advisors be Warranty c. #1: Patience d. #2: Attentiveness Administrators e. #3: Clear Communication Skills d. In House Person or Contract Out f. #4: Knowledge of Our Product e. How Does Your Staff Perceive Warranty & Recall g. #5: Acting Skills h. #6: Ability to Read Customers Repairs i. #7: A Calming Presence j. #8: Persuasive Skills 31. Shop Productivity k. #9: Willingness to Learn a. 6 Areas That Hurt Shop Productivity28. Customer Support b. #1: Appointment Scheduling c. #2: Work Flowa. The Definition of Customer Support d. #3: Right Job to the Right Technicianb. The 8 Rules For Great Customer Support e. #4: Equipment Issue / Poorly Functioningc. #1: Always Answer the Phone f. #5: Special Toolsd. #2: Don’t Make Promises You Cannot Keep g. #6: Absenteeism and Tardinesse. #3: Listen To Your Customersf. #4: Deal Promptly With Complaints 32. Time Managementg. #5: Be Helpful – Even if There is NO Rewardh. #6: Always Be Kind, Courteous and Helpful a. What is Effective Time Management?i. #7: Go the Extra Mile b. Why is Time Management So Difficult?j. #8: Catch Your Customer Pleasantly Off Guard c. Real Time is Mental d. Eliminating the 2 Sins That Affect Time Management e. Making Sure Everyone is Organized f. Sharpen the Ax g. How Service Advisors Can Be In Control Of Their Time www.davidlewis.com c David Lewis & Associates, Inc.

Service Advisor Training1. Reasons Why Customers Do Not Use Our 4. Perception of Repairs at Dealership Service Departments a. Perception Of Repairs at Dealership a. Reasons Why Customers Do Not Use Our b. Perception #1: Labor Prices Too High Service Departments c. Perception #2: Parts Prices Too High d. Perception #3: Inconvenient Location b. Reason #1: Too Expensive e. Perception #4: Inconvenient Hours c. Reason #2: Not Competitive f. Perception #5: Warranty Expired d. Reason #3: Aggressive Up-sell e. Reason #4: Not Fixed Right the First Time 5. How To Change Customer Perceptions f. Reason #5: Poor Diagnosis g. Reason #6: Could Not Locate the Problem a. How To Change Customer Perceptions h. Reason #7: Takes too Long for Repair b. Change #1: Invest More Time Understanding i. Reason #8: Poor Appointment System j. Reason #9: Unable to Provide Accurate Our Customers c. Change #2: Make Adjustments in Our Time Estimate k. Reason #10: Parts Not Available Sales Process l. Reason #11: Rude / Unprofessional Treatment d. Change #3: Make Adjustments in Our m. Reason #12: No True Concern For the Customer Repair Process2. The Secondary Repair Facilities e. Change #4: Study Our Competition a. Doubles Every 5 Years 6. Service Writer Versus Service Advisor b. Doubles With Our Customers c. Number of Secondary Repair Facilities a. Service Writer – Reactive d. Secondary Repair Facility Revenue b. Service Writer – Order Taker e. Conclusion c. Service Writer – Clerk d. Service Writer - High % of 1 Time RO’s3. Dealership Service Center Versus e. Service Advisor – Proactive Secondary Repair Facility f. Service Advisor – Investigative g. Service Advisor – Walk Around a. What is a Secondary Repair Facility h. Service Advisor - Creates Trust b. Perception of Cost c. Perception We Sell Repairs Not Needed 7. Facts About Service Writers d. Dealership Up-sell Averages Versus Secondary a. Diagnose Over the Phone Repair Facility Up-sell Averages b. Quote Prices Over the Phone c. Quote Prices Without Knowing Problem d. No Request For Appointment e. You Want To Be a Service Advisor www.davidlewis.com c David Lewis & Associates, Inc.

Service Advisor Training8. Role of a Service Advisor 12. Inbound Phone Call Facts a. Role of a Service Advisor a. Paid Labor b. Role #1: Consult With Customer b. Diagnose Over the Phone c. Role #2: Schedule Service Work c. Prices Quoted – Understanding the Problem d. Role #3: Communicate Additional Work Needed d. Prices Quoted – Higher Than Secondary Facility e. Role #4: Up-sell Products and Services e. Appointment f. Role #5: Communicate With Technicians g. Role #6: Administrative 13. How to Get More Appointments h. Role #7: Customer Service a. How to Get More Appointments9. What the Customer Wants in Their b. #1: Inspiring Phone Presence Service Experience c. #2: Avoid Giving Prices d. #3: Always Ask Lots Of Questions a. What the Customer Wants in Their e. #4: Provide Multiple Options Service Experience 14. What Makes Customers Mad When Calling b. Want #1: Repair Fixed Right the First Time the Service Department c. Want #2: To Understand the Work Being Done d. Want #3: To Always Be Kept Informed a. What Makes Customers Mad When Calling e. Want #4: A Reasonable Price the Service Department f. Want #5: To Deal With Someone They Trust b. #1: No One Answers10. The Attribution Theory c. #2: Automated Services d. #3: Cut Off During Transfer a. What is the Attribution Theory e. #4: Being Put On Hold b. Mechanical & Emotional Problems f. #5: Secondary Conversations c. The Definition of the Attribution Theory As a Verb d. The Definition of the Attribution Theory As a Noun 15. Phone Scripts e. The Two Types of Attribution Theories f. Attribution Theory – Excuses a. How To Avoid Price #1 g. Attribution Theory – Perceptions b. How To Avoid Price #2 h. Attribution Theory Summary c. How To Avoid a Phone Diagnosis11. 8 Rules To a Great First Impression 16. Hourly Rates a. 8 Rules To a Great First Impression a. Should You Quote an Hourly Rate? b. Rule #1: Be Yourself b. Customers Earning Rate c. Rule #2: Present Yourself Appropriately c. Magnifying the Cost of the Repair d. Rule #3: Smile d. Customer Configured Effectively e. Rule #4: Be Confident f. Rule #5: Be Positive Hourly Rate g. Rule #6: Be Courteous h. Rule #7: Make Eye Contact www.davidlewis.com i. Rule #: Firm Handshake c David Lewis & Associates, Inc.

Service Advisor Training17. Preparation For Customer Appointment 22. Diagnostic Questions a. Preparation For Customer Appointment a. The Benefits of Asking Diagnostic Questions b. Preparation #1: Recalls b. Question #1: Explain in Detail c. Preparation #2: Warranty Expiration c. Question #2: How Long d. Preparation #3: Service History d. Question #3: When Did it Happen Last e. Preparation #4: Past Recommendations e. Question #4: Is It Consistent f. Question #5: Affected by Other Conditions18. The 5 Repair Categories g. Question #6: What Speeds h. Question #7: Any Thoughts a. Imminent Danger i. Benefit of Asking For Their Opinion b. Hazardous Danger c. Inevitable Malfunction 23. The 5 Words You Should Never State d. Potential Malfunction e. Non-Essential Malfunction a. The 5 Words You Should Never State b. Word #1: No19. The Meet & Greet c. Word #2: Can’t d. Word #3: Think a. Meet & Greet Steps e. Word #4: Honestly b. Step #1: Introduce Yourself f. Word #5: Try c. Step #2: Get their Name d. Step #3: Request Reason for Visit 24. Creating Dialogue e. Meet & Greet Verbiage a. Introduction To Creating Dialogue20. The 7 Meet & Greet No-No’s b. The Benefits of Dialogue c. The 4 Common Traits About People a. The 7 Meet & Greet No-No’s d. Trait #1: They Love To Talk b. #1: Eating e. Trait #2: They Love To Talk About Themselves c. #2: Drinking f. Trait #3: They Love To Be Acknowledged d. #3: Smoking g. Trait #4: The Love Compliments e. #4: Chewing Gum h. Verbiage that Creates Dialogue f. #5: Chewing Tobacco g. #6: Profanity 25. The Repair Order h. #7: Rushing the Customer a. Legal Document21. The Pros/Cons of a Service Lane Walk b. Decline of Service c. Warranty Claim Payments a. Balance of Consequences – You Decide d. The 4 C’s To a Good Repair Order b. Positives of a Service Walk e. C #1: Complaint c. Negatives of a Service Walk f. C #2: Cause d. Positives To NO Service Walk g. C #3: Correction e. Negatives of NO Service Walk h. C #4: Certified f. Which is the Correct Answer i. No Charge Items On the RO j. Customer States k. Always Get 2 Phone Numbers www.davidlewis.com c David Lewis & Associates, Inc.

Service Advisor Training26. Selling Maintenance 28. How to Make an Expensive Repair Look Like a Fair Price, continued a. Word Track & Benefits – Oil Change b. Word Track & Benefits- Tire Rotation & Balance d. #3: Increase the Perception of the Value c. Word Track & Benefits – Wheel Alignment e. #4: Remove the $ Sign d. Word Track & Benefits – Brake Inspection f. #5: Make the Number Smaller e. Word Track & Benefits – Cooling Inspection g. #6: Create Visual Perceptions f. Word Track & Benefits – Transmission Service h. #7: Take Away g. Package Selling Concept h. Sample Package Selling Word Track 29. Something for Nothing i. DLA Packages j. Sample Maintenance Package Word Track a. Something For Nothing b. Sticky Note27. Service Up-Sell c. Benefits d. Who Should Place the Sticky Note a. The 3 Up-Sell Rules b. Time Expected For Completion 30. Empathy c. Waiters d. When Do You Need it Done? a. The Definition of Empathy e. What Causes a Customer To Not Agree To b. Why Empathy Is So Important c. When To Show Empathy Additional Work? d. How To Show Empathy f. Cause #1: Disbelief e. Listen Intently g. Cause #2: Do Not See the Need f. Proper Eye Contact h. Cause #3: Do Not Understand the Urgency g. Validate their Concerns i. Cause #4: Cost h. Offer Support j. Cause #5: Time To Complete i. Engage In a Partnership k. Understandable Terms j. Always Show Respect l. How To Overcome Customer Fears k. Be Understandingm. Validation For a Waiter l. Benefits Of Empathy n. Who Best Validates Repair With Waiter o. Why the Technician 31. Active Listener p. Best Way To Validate Non-Waiter q. Who Should Make the Video a. The Importance of Being an Active Listener r. Best Way To Deliver Video b. Pay Attention s. The Customer Lounge c. Show That You Are Listening d. Provide Feedback 28. How to Make an Expensive Repair Look Like e. Defer Judgment a Fair Price f. Respond Appropriately a. How To Make an Expensive Repair Look Like www.davidlewis.com a Fair Price c David Lewis & Associates, Inc. b. #1: Introduce a More Expensive Repair c. #2: Compare It To Another Item

Service Advisor Training31. Active Listener, continued 35. Angry Customers g. The 4 Never’s a. How To Deal With Angry Customers h. How These Behaviors Release a Customer’s b. #1: Kill Them With Kindness c. #2: Resist the Urge To Fight Back Defensive Posture d. #3: Always Be Respectful e. #4: Listen For the Real Problem32. Customer Service f. #5: Speak Slowly g. #7: Apologize Genuinely a. The Definition of Customer Service h. #8: Don’t Take It Personally b. The 9 Customer Service Skills i. #9: Let It Go c. Customer Service Skill #1: Patience j. 5 Things To Never Do When Dealing With d. Customer Service Skill #2: Attentiveness e. Customer Service Skill #3: Clear Angry Customers k. #1: Get Drawn Into a Conflict Communication Skills l. #2: Raise Your Voice f. Customer Service Skill #4: Knowledge of m. #3: Try To Match Them n. #4: Try To Touch Them Product & Service o. #5: Take It Personally g. Customer Service Skill #5: Acting Skills h. Customer Service Skill #6: Ability to 36. Customer Complaints Read Customers a. Are Complaints a Good Thing? i. Customer Service Skill #7: A Calming Presence b. Service Complaints Statistics j. Customer Service Skill #8: Persuasive Skills c. 6 Rules To Deal With Customer Complaints k. Customer Service Skill #9: Willingness To Learn d. Rule #1: Listen Carefully e. Rule #2: Do Not Interrupt The 10-12-2 Rule f. Rule #3: Put Yourself In Their Shoes l. The Benefit Of the 10-12-2 Rule To the Customer g. Rule #4: Ask Questionsm. The Benefit Of the 10-12-2 Rule To the h. Rule #5: Quick Resolution i. Rule #6: Elevate To Supervisor Service Advisor j. Never Drag Out a Lost Cause k. Never Ask What Is an Acceptable Solution34. Dealing with Female Customers 37. Stress a. What Women Influence b. Women Have Higher Expectations a. The 7 Cognitive Signs of Stress c. Women Are More Emotional b. Sign #1: Memory Problem d. Women Deal With Logic c. Sign #2: Inability To Concentrate e. The 6 Do’s When Dealing With Women d. Sign #3: Poor Judgment f. Do #1: Look You Best e. Sign #4: Seeing Only the Negative g. Do #2: Clean Environment f. Sign #5: Constant Worrying h. Do #3: Shake Hand Firmly i. Do #4: Make Eye Contact www.davidlewis.com j. Do #5: Smile c David Lewis & Associates, Inc. k. Do #6: Pay Attention

Service Advisor Training37. Stress, continued g. Sign #6: Irritable or Short Tempered h. Sign #7: Inability To Relax i. The 8 Physical Signs Of Stress: j. Sign #1: Aches and Pains k. Sign #2: Nausea or Dizziness l. Sign #3: Chest Pains or Rapid Heartbeat m. Sign #4: Eating More or Less Than Normal n. Sign #5: Trouble Sleeping o. Sign #6: Procrastination p. Sign #7: Use of Alcohol, Drugs or Cigarettes To Relax q. Sign #8: Nervous Habits r. Physical Ailments That Are Exacerbated by Stress s. Ailment #1: Heart Disease t. Ailment #2: Digestive Problems u. Ailment #3: Sleep Issues v. Ailment #4: Depression w. Ailment #5: Weight Problems x. Rules to Minimize Stress y. Rule #1: Reduce Caffeine z. Rule #2: Eat Nutritionally Balanced Mealsaa. Rule #3: Don’t Procrastinatebb. Rule #4: Set Aside Some Quiet Timecc. Rule #5: Get Plenty of Restdd. Rule #6: Exercise – Take a Walkee. Rule #7: Don’t Worry About What You Cannot Control ff. Who Benefit the Most From Your Decreased Stress? www.davidlewis.com c David Lewis & Associates, Inc.

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

CORPORATE OFFICE 10 Suntree Place Melbourne, FL 32940 For more information please contactMary Mannella at 800-374-3314 ext. 215 www.davidlewis.com