2016 APRIL - DLA OverDrive

Dealership APRIL 2016 TM A David Lewis & Associates PublicationWhy Should TheyBuy From Me? Customer Service... What’s in it for me? How to Build a Great Car Sales Career Taking Ownership of the Service CSI

Publisher’s Note Dealership TM Message from David A David Lewis & Associates Publication Spring is already upon us and that’s APRIL 2016 always a good time to clean up any unfinished business from last year PUBLISHER and start preparing for the new things that David Lewis this year has to offer. Spring is a great time to consider taking some new training [email protected] courses or energizing your skills with some refreshing new ideas and techniques GRAPHIC COORDINATOR for taking your business to the next level. Brian SmithIt’s never too late to learn new things and this is one business wherekeeping up with all the new product innovations is an important part of [email protected] knowledge you need to stay on top. If you have never attended anyof our DLA Training, or, have done so and would like to add another SALES DIRECTORlevel of knowledge to your skill set, now is a great time to think about Mary Mannellawhich course you want to take and to get signed up while you can. [email protected] sure you read the article on concept cars in this issue and seehow some of the old innovations helped us with advanced designs TRAINING LIAISONand technologies that have allowed the automobile industry to be such Priscilla Younga driving force in the American success story. On top of that, thismonth’s ‘Dealership Overdrive’ is packed with information about [email protected] a long term successful career in the car business with anemphasis on what part customer satisfaction plays in all of that. CIRCULATION / SUBSCRIPTIONSSometimes, we get so busy with what we are doing that we take Jennifer Potterthe customer for granted and forget the critical part they play in ourindividual success and that of our dealerships as well. Without them, [email protected] might as well all go home and twiddle our thumbs. Protecting ourvaluable customers and making sure they are well taken care of is the CONTRIBUTING WRITERSkey to maintaining a growing and flourishing career in this business. Dino DeLucaSpring is also the time when the new 2017 models will start showing up [email protected] your dealership. Preparing to have a great summer of sales is anothergood reason to update both your sales and customer care skills. That Becky Nixonway you won’t miss out on any opportunities because you weren’t asprepared as you should be. 2016 is predicted to be a great year for the [email protected] business and you want to do everything you can to get your shareof the customers that come your way. Brian ShermanSelling is a relationship business. Sometimes in the rush of it all, we [email protected] that and don’t pay enough attention to the things that makefor great customer satisfaction. All of us can fall into a comfort zone Bill Taylormindset at times where we forget to do the things that are requiredto maintain healthy relationships with the people who buy our cars. [email protected] the art of customer service can help you develop your careerto the level of success where you rarely have to walk the lot looking Dealership OverDrive magazine makes every attempt tofor buyers. Work hard to earn the trust of your customers and they ensure the accuracy of all published material. However itwill return the favor whenever they or someone in their family needs cannot be held responsible for opinions expressed or factsa new car. supplied herein. Nothing may be reproduced in whole or in part without written permission from the publisher. AllSo, have a great spring and sell a lot of cars. I’ll look forward to rights reserved. The publisher encourages you to submithearing how some of you are doing when I pass-through your dealership suggestions. Submitted materials become the property ofor see you in a training seminar in my travels across the country. David Lewis & Associates, Inc. and will not be returned. Send material for publication to 10 Suntree Place, Melbourne,David Lewis - President, David Lewis & Associates, Inc. FL 32940. The editor reserves the right to edit material; submission of material constitutes permission to edit2 Dealership OverDrive 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 4 - Physical ailments that are exasperated by stress 7 Customer Service...What’s in it for me? 10 Service Advisor Skills (Having the confidence to sell proactively) 12 Dressing for Success in a blue jeans world 16 Why Should They Buy From Me? 18 I’ll See It When I Believe It! (Selling yourself on you) 20 How to Build a Great Car Sales Career (A guide to getting started) 23 Concept Cars: A History of Innovation 26 Taking Ownership of the Service CSI Kick Start Your Work Week with David Lewis’ Monday Morning Sales Meeting Sign Up For Free at www.davidlewis.comwww.davidlewis.com Dealership OverDrive 3

Stress in the Workplace Part IV: Physical ailmentsthat are exasperated by stressIt would be hard to find anyone today who much different from balancing our budget, or as doesn’t recognize that stress plays a big part someone once put it: “If your outgo exceeds your in many of the illnesses that are defining income, your upkeep will be your downfall.”health issues these days. With the average personworking longer hours for less income, keeping up Heart Disease –with the Joneses might be more accurately definedas ‘keeping up with myself five years ago.’ As Though the jury is still out on whether stressprices increase and the value of money decreases, directly causes heart disease, medical expertswe need to be keenly aware of stress in the generally agree that high levels of stress makeworkplace and its potential effect on our health other risk factors like high blood pressure or highand well-being. Balancing our health is not cholesterol worse. You don’t need an astrologer4 Dealership OverDrive www.davidlewis.com

to tell you that high blood pressure makes you feel were hoping to get last month that never made itmore anxious. The simple fact is that when you to your bank account. These things can wake youare under stress, your blood pressure goes up, up in the middle of the night as you transitionyou tend to exercise less, and you may be more between sleep stages.likely to use substitutes like smoking, drinking,overeating or other forms of artificial stress relief. Depression –Digestive Problems – Stress is a part of life for all of us and it isn’t abnormal or always bad. It can motivate usIf you are suffering with digestive problems like and create the drive we need to succeed or canheartburn, upset stomach or bloating, and you are sometimes be an emotional or physical reactionnot on your way home from eating too much at an to positive or negative things in our life. ChronicItalian or Mexican restaurant, inevitably someone stress can wear you down and sap your energywho knows you will say you are probably under a and mental abilities. It can affect your moodlot of stress. Digestive problems can be kicked in and attitude at work and greatly decrease yourand aggravated by stress. If the stress continues, productivity and desire to focus on things you needyour immunity is compromised and it can start a to do. Stress itself isn’t necessarily good or bad.snowball effect on your general digestive health. What’s important is how you deal with it.Stress levels can make the digestive tract proneto infection, disease and inflammation. Colon Depression is not always stress related but canproblems, peptic ulcers and acid reflux are all have many sources including imbalance inexamples of problems that can be caused by stress. brain chemicals, genetics or it can be related to circumstances occurring in life. ChronicIrritable bowel syndrome is another stress related stressful life situations can increase the risk ofdigestive problem that currently affects nearly 15 developing depression if you aren’t coping withpercent of the U.S. population. Some symptoms the stress well. There’s also increasing evidenceof IBS may include abdominal pain, bloating, that people with poorly developed coping skillsdiarrhea and constipation and often produces an are more prone to stress related depression.increased need to use the bathroom. This can beconnected to other severe problems that, when left Weight Problems –untreated, can make your life miserable, creatingeven more stress and accelerating the problem In today’s fast paced society, the stress of keepingeven further. up often has us on the run leaving little time for healthy eating habits or nutritional diets andSleep Issues – regular exercise. Because of this, people in western society are experiencing high rates of obesity andA car sales or service persons workday can be very other weight related health issues. Managingstressful and it is not unusual for them to take their workplace stress can be extremely beneficial forwork home with them at night, either in reality or eliminating the need for excess sugar or softjust in their head. Sometimes it is hard to leave drinks and on the run meals that give little or noyour work at the dealership. Problem deals that health benefit.didn’t go the way they were supposed to or aCustomer who changed their mind and wanted to All of these stress related problems can be seriousthink about the deal a little more can all be stress if left untreated. Taking care of yourself is yourcreators. The Customer may sleep fine that night first responsibility. If you have any of thesebut you could be tossing and turning running the symptoms and cannot find ways to bring themdeal through your head over and over trying to under control, you should seek medical attentionfigure out what happened. If you find yourself in case they require professional help and couldstill trying to solve problems at the end of the day, indicate more serious health issues needing tosleep can be harder to find than the bonus you be resolved.www.davidlewis.com Dealership OverDrive 5

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

Customer Service... What’s in it for me?The difference between someone who a six figure income, set yourself up for a good understands the value of a customer and retirement and have a fun and exciting life all someone who doesn’t is the same as the throughout your career. If you think this is not truedifference between a career and a job. Whether you are already on your way to spending most ofyou sell new or used, foreign or domestic, cars your time cruising the lot and wondering fromor trucks, and regardless of the size of your month-to-month if you are in the right business.dealership, the one most valuable thing you have What makes this all possible are your customers.is your customer. The brand you sell and the What makes it a reality is the quality of servicedemographic you work in can have a lot to do and the customer care you deliver day in and daywith the kind of approach you take to doing your out to every person who comes to you looking tobusiness, but in every case, how you treat your purchase a vehicle.customers is the determining factor of whetheror not you will be highly successful or just have Most people starting out in this business get a littlestatus quo results. training from the management or salespeople who already have experience working in a dealership.The car business has all the potential for This of course means they will learn to sell carsproviding a good income for anyone who will the way that those people sell them. The longerdedicate themselves to learning the right process they been around, the more they have to offerand building a base of loyal customers who of what their experience has taught them. Thealways buy from them. It’s very possible to make problem is, most of the ones who really havewww.davidlewis.com Dealership OverDrive 7

Customer Service - What’s in it for me?, continuedsomething to offer are too busy writing deals for salesperson and it comes to a lot of money losttheir long-term customers to spend a lot of time because of failed performance on your part.training someone else. Those who have a lot offree time on their hands, regardless of how long So to answer the question: “Customerthey been in the business, are likely to have as Service - What’s in it for me?” Themany negative things to offer as they have in the real answer is ‘everything!’way of positive instruction. This is especiallytrue when it comes to how they view the customer. Now, if you’re just in it for a temporary job andIf they cling to the idea that “all buyers are liars” have different plans for another career at somethey will soon infect you with a cynical view of point, that doesn’t make the customer lesscustomers that will hinder your true potential valuable to you. You’ll learn a lot from the peoplein this business. If they tend to view the selling you serve if you do a good job serving them. Inprocess as a combat experience where the goal is fact, you may find over time that you have learnedto outsmart the customer or wear them down to a lot more from your customers about how to havethe point where they just give in and buy what a successful career then you ever imagined whenyou are selling. you picked up your first buyers order and started writing your first deal.A proper training process for success in carsales always includes plenty of instruction and Every time you sell a vehicle to someone it is andemonstration in the right way to treat customers. opportunity for you to make a single deal or startMuch like a golf swing, if you start out learning building a loyal Customer relationship that willthe wrong way you will most likely end up provide many commissions and referrals over theplaying that way for a long time. Since the period of your career. Treat each Customer asaverage car owner purchases 12 to 15 vehicles someone who will potentially make you their ‘goin their lifetime, letting even one fall through to’ person whenever they or someone they knowthe cracks because you failed to treat them as is in the market for a car and you won’t have tosomeone to be valued can be a very costly mistake. wonder if you made the right career decision;Add up the numbers of the last commission you will know that you did and be able to fullymultiplied by two customers a month and then understand the value that providing qualityfigure that over a ten-year period. If those Customer Service has to offer.customers had become loyal to you as a8 Dealership OverDrive www.davidlewis.com

ONLINE DEALERSHIP TRAININGIndustry Leading Training Available Any Time on Any Device.Training on Your Schedule Module #1The DLA Online Training Program is designed to SALESlet you train at your own pace. Each training modulewalks the viewer step-by-step through the desired Module #2process, making learning easy and fun. DLA Onlineprovides you and your staff access to over 1,000 COMMON MISTAKESvideos and 300+ hours of great material and is SALESPEOPLE MAKEavailable 24/7 on any device. Module #3What You Will Learn F&IDLA Online was developed by car people who traincar people. With a built in, extensive reporting and Module #4certification program, you will know which videosare being watched and comprehended. Our online SECONDARY FINANCEcourses will help your Dealership capitalize on everyopportunity in every aspect of your Dealership. Build Module #5your team and your profits with DLA Online training! LEADERSHIP 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 MEETINGCall 800-374-3314 ext. 215 or visit: www.davidlewis.comwww.davidlewis.com Dealership OverDrive 9

Service Advisor Skills(Having the confidence to sell proactively)Abig part of a new car dealerships profit the entire dealership. It is also the reason why most heartbeat is the Service Department. In Service Managers base their advisors earnings at fact, some dealers will tell you they only least in part by commissions.own a dealership so they can have a ServiceDepartment. Whether that is true or not, the fact According to payscale.com the median salariesof the matter is, without a well functioning Service for dealership Service Advisors in 2015 wasDepartment, a new car dealership will struggle to $38,715.00 with the low being $21,783 and theearn the revenues it needs to keep it going. This high at $61,679. This is not including bonuses,makes the Service Advisors extremely valuable to profit sharing or commissions. What this means is10 Dealership OverDrive www.davidlewis.com

that a Service Advisor can affect their earning Unless the Service Advisor is able to tune in todramatically by learning how to develop their what motivates and drives the consumer they willselling skills to the highest level possible. For miss opportunities to proactively offer additionalthose who work on partial commissions and services they might appreciate. Like mostbonuses, if they are not doing this, they are business arrangements, timing is everything.probably leaving a lot of money on the table Learning when and how to approach the Customerfor both themselves and the Dealership. about additional products and services is a valuable skill for Service Advisors.Today’s Customers drive their vehicles farther andkeep them longer than ever before. This means The service walkaround is a critical part of thewhoever is servicing their cars plays an important up-selling process. Highlighting safety issues androle in helping to maintain the value of their areas where wear and tear is visible can make itinvestment. Often a Service Advisor doesn’t easy for the Customer to accept recommendationsrealize how much they have to offer in that way, for additional products and services. Learningor they shy away from being proactive with their how to help the Customer see what a ServiceCustomers for fear of coming across as high Advisor sees could not only help them appreciatepressure. They may do a great job of investigating their skills but the fact that the Advisor is serioustheir main concerns in the service lane before about protecting the condition of their vehicle.turning the car over to a Technician, but never This is not in for error that they make up stuffgive the Customer the full benefit of their skills to increase fear in the Customer. Increasing thefor creating a long term maintenance plan for their Customer’s fear has no real benefit in the processvehicle. In some cases one might think they are nor will it make them feel more at ease.waiting for the Customer to ask: “Is there anythingelse you think I need you to do to my car?” Professional Sales Training can make all of the difference for Service Advisors who want toBuilding a good relationship with the Customer learn how to increase their skills for proactiveis where it all starts. Ultimately, business is a up-selling. This includes a basic understandingrelationship between a provider and a consumer. of linguistics and listening skills as well asThe more attention an Advisor gives to that part body language and learning how to inspireof their job the more likely they will be to gain Customers with unique verbiage. This not onlythe trust needed for recommending proactive will help Advisors better understand theirmaintenance and care for their vehicle. Often it Customers, it will show the respect andcomes down to the perception the Service Advisor appreciation they have for the opportunity tohas of the Customer and if they are discerning a earn their business.genuine sense of trust or confidence on their part.www.davidlewis.com Dealership OverDrive 11

Dressing for Successin a blue jeans worldIt wasn’t long ago when professional male personal hygiene and appropriate clothing an Salespeople considered it normal to dress in a important part of professional sales. We would suit and tie or at least nice business attire with probably all like to dress like we’re going to theslacks, a long sleeve shirt and a tie. Much of that beach if we could get away with it, but we’rehas changed dramatically in today’s culture of not going to the beach. We’re going to a jobextreme tolerance and the idea that everybody is where we are expected to sell vehicles costinggoing through some form of identity crisis. Many tens of thousands of dollars to the people webusinesses are afraid to set standards for dress and call Customers. Because of this, we owe it to ourappearance because of the potential liability and Customers and the people we work for to do ourhow easy it is to find them self in court fighting best to dress accordingly and carry ourselves in aa lawsuit over something as simple as dress codes way that is acceptable for the position we hold.or hairstyles. Truthfully, if you took all the dress rules awayHopefully we’re coming back to some idea of from any professional business, there would stillcommon sense when it comes to these types be some Salespeople who would wear a nice suitof things and people will soon realize that and tie to work and dress to commonly acceptedrespecting your Customer makes appearance, professional standards. Why? Because they feel12 Dealership OverDrive www.davidlewis.com

it is appropriate for the kind of work they are and how we present ourselves to the Customerdoing and is the best way to keep the focus on the can make a difference for whether or not someoneproduct and the process and not be diverting the wants to deal with us. Though we don’t often hearCustomer’s attention by the way they appear. the term ‘Dress for Success’ anymore it is no less important than it has always been. Those whoSome dealerships have adopted a nice, yet are slovenly and unkempt in their appearance andcasual style of uniform where all Salespeople personal hygiene, limit their business to a certainwear a short sleeve shirt with a company logo or kind of Customer.dealership name on it and business casual slacks ornice khaki type pants. As long as everyone looks In the same way, a Salesperson should wear athe same and keeps them self clean and wrinkle nice name tag to help relieve the Customer offree, this can be appropriate and acceptable to the pressure of having to remember their name.Customers. Of course, that often depends on the Believe it or not, this can be extremely stressful forproduct being sold at your dealership. Most someone who is already anxious or nervous aboutdealers who sell high end brands like Mercedes, coming to a car dealership. The easier we make itJaguar, BMW or Infinity expect their Salespeople for Customers to feel comfortable, the more likelyto dress for success in a very nice suit and tie. they are to have a positive experience and a goodThey know their Customers expect it and that’s impression of us in the process.just the way it’s done. Perception is reality in today’s world and theWhether your dealership sets standards or you fact of the matter is that we only have one chancejust want to do the right thing, it is always best to make a first impression. Let your defaultto err on the side of well dressed. I can’t imagine always be a clean, stylish and well-dresseda Customer getting upset because a Salesperson appearance and you have a far better chance ofwas very well dressed regardless of how they being successful. If it’s not your style today, trythemselves were attired. In fact they are more it for a while and see how it makes both youlikely to perceive them as being more professional and your Customers feel. It could make all theand appreciate the fact that they respected the difference about how you feel about yourselfCustomer and their job enough to dress nicely. and your position and it could also make a big difference in how your Customers feel when theyIn auto sales, our business etiquette is an extremely are making a decision of who they want to dealimportant part of our presentation. How we dress with for their next automobile purchase.www.davidlewis.com “You cannot climb the ladder of success dressed in the costume of failure.” - Zig Ziglar Dealership OverDrive 13

DLA IN-DEALER Training That Gets Results!Our intensive in-dealership training programs are typically one to two days, every four to five weeks.Each month the trainer will focus on a different area pre-determined in advance by you and yourmanagement team. Each training day is divided into 2 repetitive sessions to enable everyone toattend. All training is in a structured environment with workbooks and assignments to be completedfor the next visit. With the In-Dealership Training program you also receive access to:DLA TRAINING CENTERS DLA ONLINE DLA RECRUITINGTraining Staff - All Training is conducted by DLA Certified Trainers who are employed by David Lewis & Associates. Our Trainershave extensive backgrounds in specific areas of the Dealership and come from a wide range of Retail Automotive experience.Feel confident that your Dealership will engage in a superior Training Program with a strong curriculum and top-notch Trainers. “Since signing up with David Lewis & AssociatesIn-Dealership Training, our profits have doubled.”14 Dealership OverDrive Scott Casebeer, Dealer – Capital Auto Group www.davidlewis.com

SHIP TRAINING Bring any of our intensive training programs to your Dealership. 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 Dealership will receive personalized training designed to meet your specific needs. 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. Over 30 In-Dealership Workshops to choose from in: SALES MANAGEMENT INTERNET/BDC F&I FIXED OPS SECONDARY FINANCE For More Information Please Call 800-374-3314 ext. 215 www.davidlewis.com or visit: www.davidlewis.comDealership OverDrive 15

Why ShouldThey BuyFrom Me?If there’s ever been a good time for car A true professional in this business realizes that Salespeople to ask themselves this question satisfying Customers is their job. When they learn that time is now. The competition for how to do this well, they will not only sell cars,Customers is thicker than ever and those who there is a great possibility they will earn thestand by and wait to take their pick from the walk Customer’s business for life. With this in mind,on shoppers coming to their lot will continue to they focus their efforts on helping Customersproduce status quo results. Today’s buyers have achieve their purchasing goals rather thantremendous resources that are available to provide controlling them and trying to accomplish theirall the information they need to make a decision own goal of selling a car today at all cost. Theiron what to buy. However, who to buy from still primary aim is to connect with the Customer inrequires some investigation for someone who is such a way that they are perceived as unique andseriously looking for the right person to help them different from other Salespeople and genuinelyand the right Dealership to go to for their purchase. concerned about the Customer’s interests. From the ‘Meet and Greet’ on, their goal is to earn theThe term “earn their business” is something that Customer’s business by respecting their right tois often ignored by the average car Salesperson. make their own decision and inspiring them byMany have bought into the idea that price is all asking the kinds of questions that will help themthat matters and they pre-qualify Customer’s achieve what they are trying to accomplish.right from the start to see how much time theywant to spend with them in case they are not Of course every Salesperson would like to sell aserious buyers. Of course this fits with the car today. But, if that is the only criteria for themindset of pressure selling tactics like trial kind of service you give Customers you will nevercloses, premature credit questions and all the break free from needing to do that to make aother things that make for a non-professional sales living. Every month will be the next leg of thepresentation. Those who think selling a car today race to find new Customers and hit the kind ofis all that matters will generally push things along numbers that will make you eligible for a monthlyas fast as possible and drop the price as much as bonus. Though that may seem to be exactly whatit takes to get the deal done quickly. This kind you should shoot for, look at the one or twoof Salesperson rarely asks them self the question: Salespeople in your Dealership who have builtWhy should they buy from me? a loyal base of Customers that continue to come back to them year after year. Are they walking16 Dealership OverDrive www.davidlewis.com

the lot every time they have a minute to look for These are not questions that you wait for theCustomers? Probably not! Do they give away Customer to answer before deciding how youcars at rock bottom prices just to make a sale? will act. These are questions you ask yourselfNot likely. Their Customers don’t ask them to do beforehand so that you are fully prepared tothat because they are looking for something more provide potential Customers with the kind ofvaluable. They are looking for someone in this presentation that will distinguish you from anybusiness they can trust to look out for their interest other Salesperson they have met or will meet inas a loyal Customer. their shopping process. Your initial goal should always be to make the impression that you areDo you truly believe that Customers will be someone they want to deal with. Your next goalbetter off if they buy their vehicle from you? What is to live up to that impression so that there canmakes you different from the competition or even be no doubt or any need to shop somewhere elsethe other Salespeople in your dealership? They are to buy their next vehicle.your competition as well. Do you listen to yourCustomers, or do you just wait for them to stop Great Salespeople are not born, they are created!talking while you figure out how you’re going to They learn how to do what they do because theyrespond? Do you measure your approach to the are dedicated to success and they realize thatCustomer by taking into account their body it can only really come from developing thelanguage or the kind of obstacles they throw at you qualities that make for a true professional. It iswhen you first meet them? Do you truly believe not the ‘gift of gab’ that makes a great Salespersonthey have a right to shop around and that the duty as so many tend to think. It is the dedication tois on you to give them a good reason to make believe in yourself and invest in yourself andtheir purchase with you? Are you willing to take your skills in such a way that you cannot fail.the time necessary to develop a high qualityStructured Sales Process that gives the Customer When you can answer the question: “Why shouldfull benefit of your expertise and inspires them they buy from me” with complete confidence thatby the way you present your product, yourself you have the right answer, you can start planningand your dealership? Do you look and sound for a future in this business that will take youprofessional by the verbiage you use and carry where you want to go and be a lot of fun as well,yourself in such a way that Customers will be on the journey to the success you are looking forimpressed with you from the first hello? in life.www.davidlewis.com Dealership OverDrive 17

I’ll See It When I Believe It! (Selling yourself on you) “If you think you can or you think you can’t, you’re right.” Henry FordThe history of modern achievement is a story for supremacy in the new emerging computer age. of dreamers who believed their dreams At the same time, other computer visionaries would come to pass. When a future world developed the Internet and interconnected thelooks back on the 20th century, they will see world with online communications technologiesa great forward leap that took place in the which brought us all into the Information Age thatwestern world. The Industrial Revolution began now has become the primary medium of the newwith a few men who dreamed of creating things world economy.that could move the world forward into a new eraof prosperity and they set about dedicating their “So what does that mean to me?” you might belives to making those dreams become reality. asking. “I’m in the car business trying to makeAmong them, Henry Ford and the pioneers of the a living for myself and my family.”American automobile industry put us on the roadand launched the growth of the nation at the speed The fact of the matter is that none of theseof the motorcar. pioneers of industry and technology started out with anything more than a dream for whatIn 1982, Apple Founders Steve Jobs and Steven they wanted to accomplish. They all had oneWozniak built the Apple II which Time Magazine ingredient that took them from their vision forcalled “the beginning of the modern computer success to the ultimate prize of becomingrevolution.” The battle for dominance between pioneers of modern history: they believed inJobs’ Apple Computers and Bill Gates’ Microsoft themselves and in the vision they had of whatraged for many years as the two dreamers fought they could accomplish.18 Dealership OverDrive www.davidlewis.com

“You don’t have to be a genius or a visionary or even a college graduate to be successful. You just need a framework and a dream.” Michael Dell, founder of Dell ComputersThe scope and size of your dream is not the 5. Don’t be afraid to change directionsimportant thing. What matters is how much that if you find you are on the wrong pathdream means to you and what you are willing to Sometimes we learn as we go. If we refuse tobelieve and do to achieve it. If you believe in adjust our course, we may miss the better pathyourself and in your dream, and if you are up the mountain we are attempting to climb. Bewilling to commit to a well structured and determined but not bull headed.systematic process to achieve it, you will! Youhave all that is required to achieve great success in 6. Don’t despise the day ofyour life. All you have to do is define it, believe it small beginningsis worth achieving, commit your time, energy and A lot of people think the world started with a ‘Bigresources to it, and set a series of reasonable steps Bang’ and then everything else just happened bythat you will take to reach your ultimate goal. chance. That may make sense to a rocket scientist but, experience usually shows that success is theBefore you get started,it is important to settle on a result of someone starting with a vision, planningfew rules of the game: their work and then working their plan. If all you have right now is a dream and an idea of what1. Take full responsibility and ownership you want to achieve, don’t sweat it. Make a planof your dream to get to the next step and start working that planSettle this principle firmly in your heart and mind: until you get there. After that, do the same thing to“If it’s going to be it’s up to me!” If you depend get to the next plateau and chances are, you’ll getupon others to determine your success, you will there as well. Make that your standard operatingblame others for your failures. procedure and a year from now you’ll look back and be amazed at how far you’ve already come.2. Don’t broadcast your dream to theworld 7. Enjoy the Journey and celebrate everyThe more you do, the more time you will waste success you have on along the waydefending it against naysayers and critics. If you don’t take time to smell the roses along the way, you will soon forget what they smell like and3. Prepare yourself for the long haul soon after that, you may not care about them at all.and for failures and discouragement Let yourself and your loved ones benefit from thealong the way small victories along the way and then when theRemember, Thomas Edison tried nearly 10,000 challenges come, they’ll stick with you to seetimes before he succeeded in creating the first them through.incandescent light bulb. Steady plodding willeventually produce success. If you haven’t yet read David Lewis’s book, ‘Winners vs. Losers,’ you should. It’s a good4. Learn from your mistakes place to start empowering yourself with proven“You must be big enough to admit your mistakes, principles for your journey to success. Remembersmart enough to profit from them, and strong what Henry Ford said: “If you think you can orenough to correct them.” John Maxwell you think you can’t, you’re right!”www.davidlewis.com Dealership OverDrive 19

HaoGwretaot BCuairld Of course they want a good value, but mostSales Career car buyers have three priorities that come before anything else, in the following order:(A guide to getting started) 1. The vehicle they want 2. A Salesperson that inspires them 3. A Dealership that will take good care of themIf you are new to the car business and got in As a salesperson, your primary goal is to connect hoping to have a career that offers great with the Customer and help them feel comfortable potential for success and prosperity, I want to with you as someone they want to deal with. Mostcongratulate you. You have absolutely made the of them have some level of defensiveness aboutright decision. I can think of no other profession being there and they will often put up obstacles tothat offers as much possibility for a great life keep you at a distance until they feel comfortable.and a prosperous future as that of a salesperson The worst thing you can do is start selling andin today’s new car industry. It’s a career where telling. Your goal is simple: set them at ease andanyone who wants to devote themselves to the treat them with respect and professionalism. Yourright training and has a desire to treat people with first job is to listen to what they have to say andhonesty, fairness and integrity can make a six ask the kinds of questions that can give you afigure income without a college degree. This can general idea of what they are trying to accomplish.be done in a very short time by setting clear goals You do that with unique verbiage and by avoidingand doing what it takes to achieve them. any sense of pressure or aggressiveness in your sales process.To start with, you need to understand that the carbusiness has changed dramatically over the last 20 This brings me to the first step on your road toyears. Digital technology and the Internet have great success:opened a whole new world of information to boththe buyer and the seller. Where the once average Learn how to inspire your Customerscar shopper had little knowledge available to them by being unique and differentabout how the process worked and whether ornot they were getting value for their investment, Most car salespeople today believe Customerstoday’s buyers are highly informed about both are only looking for the lowest price. That’s whythe process and the product. the average salesperson sells 10-12 cars a month. The sooner you learn to avoid price selling theWhen someone comes to your dealership looking better. Regardless of what you may have heardfor a vehicle, they have probably spent several from salespeople who have been in the businessdays comparison shopping on the internet, have for a while, most people do not have the lowestvisited your website and know what you have to price as their shopping priority.offer in the way of inventory. They most likelyhave sought the advice of family and friends and The most important thing you need to do is learnchecked with followers on social media for any the right way to do this business with those goalsexperiences they have had, what brands are good, in mind. If you have not enrolled in one of ouror even which local dealership to buy from. By Sales Training Programs yet, it should be thethe time they come to your dealership, they are next thing on your list. No matter what stage ofclose to making a decision to buy. Most who do the game you are in, we have a training programcome will buy a car somewhere within the next that will ramp up your success and launch you to2-3 days. the next step on your ladder to victory.20 Dealership OverDrive www.davidlewis.com

Set clear goals and learn how to spend most of your time attending to previousachieve them Customers and referrals from their family and friends, and writing deals which they have sentThough all salespeople want to succeed and your way. Those kinds of Customers will placeprosper, most never set clear goals and learn what their trust and confidence in you and haggling overit takes to achieve them. Just wanting to be price will rarely, if ever, be an issue. Over thesuccessful does not make it come to pass. You years, you will attend weddings, birthday parties,must define what success is and start working school graduations and special events withtoward your goals in short, medium and long range Customers who have become close friends. Whensteps, always believing in yourself and the power you call to let them know of special opportunitiesof your real desire. Without knowing where you you have for them they will gladly listen becausewant to go, you can never get there. Make written they know you care and want them to be blessed.goals for your roadmap to success and invest inthe growth and change required to make them Learn how to Prospect the Gold Minebecome reality. of Phone-Up CustomersBeware of negativity Surprisingly, most car Salespeople fail when it comes to phone-up Customers and some in factSome car salespeople never come to grips with the ignore them as much as possible preferringconnection between attitude and success. They instead to focus on those who show up on the lotthink that Customers are enemies that must be unannounced. The problem with that is the provenoutsmarted and outwitted. They cling to the old research that shows phone-ups are the mostmindset that ‘buyers are liars’ and their only goal reliable source for buyers who are shopping for ais to sell a car today at any cost. They believe you vehicle, and they will usually make a purchaseshould say anything or do anything to achieve that in the next three days. Avoiding them or doing agoal and let the chips fall where they may. They poor job with phone-ups is enough to keep youare like slow poison that can sap your positive experiencing status quo results for a long time.energy away if you let them, and only you can I highly recommend our course on phone-upssee that it doesn’t happen. Overcome negativity for anyone wanting to harness the power of thiswith your own positive energy. Customer resource. You won’t regret it and if you learn it well you can sit at your desk settingSuccess guru Les Brown says, “Your smile will appointments with reliable buyers while othersgive you a positive countenance that will make are scrambling the lot trying to convince someonepeople feel comfortable around you.” That works they have come to the right place.for your Customer and it will also turn back thetide of negativity that some people will try to pass Stay the course and build your business oneyour way. Remember: Misery loves company. Customer at a time. No gimmicks are required.Don’t let another persons’ cynicism poison the Just honesty, hard work and integrity sprinkledwater of your success. with a little inspiration. That’s all it takes to become a great car salesperson. I know thisLook at every Customer as a because I have met and trained hundreds ofpotential friend them who have done just that in this incredible business of retail automobile sales. I did it! TheyDon’t just sell a car; earn a Customer for life. did it! Now it’s your turn and if you set your handEvery buyer who becomes your loyal Customer to the plow and don’t look back, maybe I’ll meettakes you one more step away from scouring the you someday and you can tell me how much theselot looking for potential buyers. As you build your principles were a part of the great success you arebusiness through quality Customer care and being experiencing in this business.there for every need your Customers have, youtake away any reason for them to go elsewhereto buy a car. In just a few short years you willwww.davidlewis.com Dealership OverDrive 21

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! 22 When youDealershipOverDrive think Training, Think DLA!www.davidlewis.com

CONCEPT CARS A History of InnovationAnyone who has been in the business 1936 Stout Scarab for a while, has probably had at least one opportunity to attend an NADA This car is also known as the ‘Car with a Bar.’Convention. It is always exciting to see how the Built by William Stout, a Dearborn, Michiganmanufacturers display their products and get a aeronautical engineer, it had a construction bodychance to roam the aisles and aisles of aftermarket made out of light aluminum which featured thetechnologies and training programs that are being famous Ford flathead V8 engine placed at theoffered to those in the business. Some of the most rear driving the rear wheels via a Stout-builtexciting displays on the Convention floor are three-speed manual transaxle. The Stout had aalways the Concept Cars that car maker’s exhibit 135-inch wheelbase, 4-wheel independent coilto show what they think future cars will have to spring suspension, and the most spacious cabinoffer. It’s something they always overdo for the of any American car as the result of no runningfun and excitement of it and most of them will boards and no drive shaft tube. This $5,000never reach the market like you see them on display. aero-dynamically advanced car was green and a vehicle that was well ahead of its time.In this article, we’re going to look at some of 1934 Edsel Ford Model 40the most interesting ones that have graced the Special Speedsterconvention showcases in the past and maybe evenget a glimpse of what is to come in the near future The chassis for the car was a stock 1934 framefor car enthusiasts who love to dream. that was lowered six inches in the rear by havingwww.davidlewis.com Dealership OverDrive 23

Porsche 918 Spyder 1934 Edsel Ford Model 40 Special Speedster Mazda Souga Concept1941 Chrysler Thunderbolt 1936 Stout Scarab Cadillac World Thorium Conceptthe frame rails pass under the rear axle. The built, of which four survived. The Thunderboltsfront was also lowered by using new fabricated were publicized in part by a 1940 -1941suspension parts. Additional modifications to the promotional tour around the United States, afterframe included moving the front axle forward ten which the five concept cars produced were soldinches. Edsel was an artist and connoisseur. The to wealthy consumers.Speedsters body was made from aluminum andhad a tapered-tail and seating for two. It was Other advanced features included a rain sensor,doorless and topless and featured a vee-shaped which could activate the disappearing power top,grille that was as bold as it was dynamic. The electric jacks in all four corners, gullwing bumpersmotor was a Ford Model 40 V8 engine with with protruding front bumper extensions calledstraight exhausts that ran through a section of “Dagmars” (after a popular buxom Hollywoodthe tubular frame and exited at the rear. Ford starlet), a panel full of aircraft-style instruments,Tri-motor aircraft ‘wheel pants’ that were more electrically heated seats and 12-volt electrics. Thelike motorcycle fenders that turned with the Le Sabre XP-8 became Earl’s new personal car aswheels. Stock Ford wire wheels were used but an appropriately visionary vehicle for the nation’sconverted to custom wheel discs. The entire leading automotive design chief.vehicle weighed only 2400 pounds. Porsche 918 Spyder1941 Chrysler Thunderbolt Porsche developed the 918 Spyder Concept CarAfter rushing its production to be ready for a grand in 2010 as part of its experiments with how theirdebut at the October 1940 New York Auto Show, luxury brand could address consumer interest inChrysler confidently touted the Thunderbolt as green technology, environmental impact, and highThe Car of the Future, built to educate the public performance. The car combines high-tech racingabout aerodynamics and streamlining as the source features with electric mobility options selectedof modern, so-called functional styling. It was by a push-button control on the steering wheel.the first American car to feature an electrically The performance hybrid features four new drivingoperated, retractable hardtop and disappearing modes for the driver to use: E-Drive, Hybrid, Sportheadlights, which were controlled by push buttons Hybrid, and Race Hybrid. The driver chooseson a leather-covered dashboard. Its modern between the four options, from the most greenmaterials included a predominantly aluminum (E-Drive, fully electric) to the maximum, whichbody with a steel hood and deck lid, while a uses all systems for optimum performance (Racechromium band encircled the entire base of the Hybrid). The styling studio implemented the latestcar to enhance the appearance of speed. Eight technology as well as more tested methods – clayThunderbolts were planned but only five were models, scale drawings, and aerodynamic studies24 www.davidlewis.com

for increased efficiency and downforce while attop speeds – to create the forward-thinking hybridsports car. The car has recently come on themarket for consumer purchase. Of course, mostconcept cars were never intended to hit the marketbut more to develop new technologies and wet thecar buying publics’ interest in newer and betterideas. Here are a few of the most radical new onesthat are being built that certainly represent thatidea on a very high level.CCoadniclleapctWorld Thorium The Jaguar Mark XXIThis unique Cadillac is created by Lorus Kulesus The Jaguar Mark XXI – Bionomic Autonomousand it is meant to last for a century. The name of Limousine – is a design study focused onthe 90th element – thorium – in the title of the autonomous technologies. Among the features aredesign proposal is no coincidence. the moving solar panels inspired by humble leaves. It was designed by Coventry graduate ChrisKulesus sees the element acting as a nuclear fuel Pollard. The exterior design is inspired by the ideaso the batteries powering the car can rely on an of living in symbiosis with nature. A large area ofalmost infinite source of energy. The fact that the body is covered in photovoltaic panels. OnceWorld Thorium Concept adds up as WTF is at the the vehicle is parked, photovoltaic surfaces risesame time humorous and exact: it is a little bit to face the sun and follow it as the day passes,far-fetched, but a futuristic concept has to be. contributing to recharging the on-board batteries.The wheels of the WTF don’t have individual According to Mark XXI designer Chris Pollard,tires. Each wheel is made up of six thin wheels so “This means that half of the car is not in thein case of a failure in some of them, the thorium shadow for most of the day and it can harvestpowered futurist can keep on moving. All the the suns energy in an efficient manner.” Pollard24 wheels in total have their own induction says the inspiration for this vehicle came from themotor. According to the designer, the vehicle humble leaf.would require the tires to be adjusted every fiveyears, but no material would need to be added As you can see, there are a lot of ideas out thereor subtracted.” that will probably never reach the streets, but many of the technological and design advances willMazda Souga Concept find their way to the cars we will be driving in the future. Concept cars have been the driving forceThe Mazda Souga is a design study of a two-seater behind much of the great advance the automotivesports coupé for the year 2030, with a design industry has depended on since the time it allcharacterized by experimental shapes. The car is began. And, judging by some of these designcreated in an imaginary virtual playground called ideas, we should have some interesting thingsVMAzda and produced through a Direct Digital popping into the market place over the next decadeManufacturing process. or so.With the Souga Concept, Mazda, the Japanese Oh well. Guess I’d better go for now. It’s time tocarmaker is exploring new ways of designing watch the next rerun of The Jetsons.and producing automobiles, through the useof web-based design environments and digitalmanufacturing plants.www.davidlewis.com Dealership OverDrive 25

Taking Ownershipof the Service CSIMaintaining a good CSI score can be an ask anyone who is an expert on business success awesome burden for a Dealership and they will tell you that creating satisfied Service Manager if the entire team is not Customers is always the best way to get morecommitted to the idea of great Customer Service. traffic coming in and for maintaining those youWith everyone fighting so hard to get their share already have. In a business where the Customerof the business out there, it is easy to think that may deal with several people during a servicecoming up with promotions to get more Customers visit, any one of them can affect the outcome ofin the service drive is the main priority. However, the CSI by how well or poorly they do their job.26 Dealership OverDrive www.davidlewis.com

This makes each person on the team in some way When contacting the dealership, how would youresponsible for maintaining the CSI score for the rate the ease of arranging an appointment? Pleaseentire Service Department. use the scale 1 - 5 for your answer where 1 = very poor and 5 = excellent or record Not Applicable.One might think it would be something that wouldtake care of itself if everyone just did their job. This seems simple enough, but who answered theBut, unless there is a focused awareness of how phone when that Customer called and how wellimportant a good CSI is, most people will slip did they handle the Customers needs? Could thisback into their daily routine rather than working one part of the Customers experience affect theirhard to overwhelm the Customer with the kind opinion of the Service Department as a whole?of service they deliver. Probably! And, depending on how the rest of their experience was, definitely!To start with, it is a good thing to have your entiredepartment review the CSI survey as a group. How much of an impact can someone make onIf they can see what the Customer sees and the CSI if they don’t know how to properly handleput themselves in their shoes it can help them incoming calls to the Service Department? If theyunderstand the manufacturers’ expectations and had a good experience with the service as a wholehow to make sure they are being met with every it may not affect the survey at all. On the otherCustomer. For example, after getting through the hand, if the Customer remembers that it was ainitial questions about the location and name of difficult part of the process for them they canthe dealership, most manufacturers’ surveys will diminish their view of the service they receivedstart with the basic question of how easy or hard and the dealership as a whole. As wrong as thatit was to make an appointment. Here’s a typical may seem, those are the standards we have toexample of such a question from a manufacturers live with these days and every person working inservice survey: the Service Department must be willing to takewww.davidlewis.com Continued on next page Dealership OverDrive 27

Taking Ownership of the Service CSI, continuedownership of the outcome of the CSI report.We all know that providing excellent Customerservice is important, but in today’s economicclimate it becomes even more so. If your trafficis down, a clear commitment on everyone’s partto raise the level of Customer service can playa big part in drawing more business to yourService Department. From the moment aCustomer contact is made, there must be animmediate process that kicks in to give themthe best possible service you can provide.Perfecting your process can be much easier todo during times when business is a little slow.However, if your traffic is good, there’s anotherkind of danger that looms in the shadows: thepressure to perform with excellence can quicklyfall between the cracks in the rush to take careof the flow of business that you have at the time.Too much of a good thing can quickly becomea negative force that creates a comfort zone ofself-destruction.Customer service is not complicated, but it isnot something to be taken for granted. Nor isit something to be thought of as hard work.Customer service is basically being friendly,sincere, knowledgeable and helpful, and doing itwith a smile on your face. Who wants to deal withproblems they’re experiencing with someone wholooks unhappy, angry or indifferent? The valueof a smile can often bring comfort to the situationand help set the Customer at ease with what theyare experiencing.Do your Service Advisors pay close attention “I’d love to put you behind the wheel ofand listen intently to the Customer? Are they this car. However, I doubt the bank willpacing themselves in such a way that the Customer allow you to finance it for 30,000 months.”doesn’t feel rushed or pressured in any way? Yes,they want their problem solved, but they also want www.davidlewis.comto know that you care enough to listen to what theyare saying and how important it is to them. Theymay not remember if a Service Advisor does wellin this area, but they will definitely remember itif they do poorly. It’s the nature of things and thebest way to preempt its damage is to always dothe right thing, and do it with a smile.28 Dealership OverDrive

UpcomingCourses Philadelphia Training CenterAPR 4/7 Internet/BDC: Lead Generation (Day 1) MAY 5/5 Understanding Your Customer (9-1pm) 4/8 Internet/BDC: Lead Generation (Day 2) Business Etiquette (1-5pm) Advanced F&I Concepts (Day 1)4/11 Entry Level Sales (Day 1) 5/6 Social Media Marketing for Salespeople Advanced F&I Concepts (Day 2)4/12 Entry Level Sales (Day 2) 5/9 Entry Level Sales (Day 1)4/13 Entry Level Sales (Day 3) 5/10 Entry Level Sales (Day 2)4/14 Entry Level Sales (Day 4) Advanced Service Advisor Techniques Philadelphia Training Center Advanced Service Management Prog. (Day 1)4/15 Entry Level Sales (Day 5) 5/114/18 Common Mistakes Salespeople Make (9-1pm) Entry Level Sales (Day 3) Business Etiquette (1-5pm) Management Service Advisor Training (9-1pm) Social Media Marketing for Salespeople Advanced Service Revenue Creation (1-5pm) Advanced Service Management Prog. (Day 2)4/19 Advanced Sales: Level 1 5/12 Entry Level Sales (Day 4) Advanced Sales Program (Day 1) Understanding the Service Customer (9-1pm) Advanced Service Advisor Techniques Advanced Service BDC Concepts (1-5pm) Advanced Service Advisor Program (Day 1) Advanced Service Management Prog. (Day 3)4/20 Objections: Level 1 5/13 Entry Level Sales (Day 5) Advanced Sales Program (Day 2) Understanding the Service Customer (9-1pm) 5/17 Advanced Sales: Level 1 Service Advisor Phone Techniques (1-5pm) Advanced Sales Program (Day 1) Advanced Service Advisor Program (Day 2) 5/18 Objections: Level 14/21 Leasing for Salespeople (9-1pm) Advanced Sales Program (Day 2) Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3) 5/19 Leasing for Salespeople (9-1pm) Effective Service Walk Arounds (9-1pm) Prospecting & Follow-Up (1-5pm) Advanced Service Advisor Program (Day 3) Advanced Sales Program (Day 3)4/22 Phone-Ups: Level 1 5/20 Phone-Ups: Level 1 Advanced Sales Program (Day 4) Advanced Sales Program (Day 4)4/25 Entry Level Sales (Day 1) 5/23 Entry Level Sales (Day 1)4/26 Entry Level Sales (Day 2) 5/24 Entry Level Sales (Day 2)4/27 Entry Level Sales (Day 3) 5/25 Entry Level Sales (Day 3)4/28 Entry Level Sales (Day 4) 5/26 Entry Level Sales (Day 4)4/29 Entry Level Sales (Day 5) 5/27 Entry Level Sales (Day 5)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 29

LocatNioonwsWToitSheTrwvoe You!DLA AUTOMOTIVE TRAINING CENTERS PHILADELPHIA, PA • PARAMUS, NJThe DLA Automotive Training Centers offer all Dealershipsthe ability to engage in a superior Training Program with astrong curriculum and top-notch training. Salespeople Sales Managers Internet/BDC ManagersInternet/BDC Staff F&I Service Advisors Service Managers Parts Managers 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 CenterAPR 4/5 Advanced Sales: Level 1 MAY 5/3 Advanced Sales Management 4/6 Advanced Sales Program (Day 1) Advanced Sales Management Program (Day 1) 4/7 Objections: Level 1 5/4 Leadership (9-1pm) 4/8 Advanced Sales Program (Day 2) Coaching (1-5pm) 4/11 Advanced Sales Management Program (Day 2) 4/12 OMOTIVE TRAINING CENLeasing for Salespeople (9-1pm) Advanced Service Advisor Techniques Advanced Service Advisor Program (Day 1) 4/13 Prospecting & Follow-Up (1-5pm) 5/5 Advanced Management Negotiations (9-1pm) Advanced Sales Program (Day 3) Hiring/Motivation (1-5pm) 4/14 Phone-Ups: Level 1 Advanced Sales Management Program (Day 3) Advanced Sales Program (Day 4) NY/NJ Metro Training Center 4/15 AUT Understanding the Service Customer (9-1pm) Understanding Your Customer (9-1pm) Service Advisor Phone Techniques (1-5pm)TER 4/18 Advanced Service Advisor Program (Day 2) 4/19 Advanced Sales Management 4/20 Advanced Sales Management Program (Day 1) 5/6 Train the Trainer (9-1pm) 4/21 Leasing for Managers (1-5pm) 4/22 Entry Level Service Advisor (Day 1) Advanced Sales Management Program (Day 4) 4/25 Leadership (9-1pm) Effective Service Walk Arounds (9-1pm) Coaching (1-5pm) Advanced Service Advisor Program (Day 3 Advanced Sales Management Program (Day 2) Entry Level Service Advisor (Day 2) 5/9 Common Mistakes Salespeople Make (9-1pm) Understanding Your Customer (1-5pm) Advanced Management Negotiations (9-1pm) 5/10 Advanced Sales: Level 1 Hiring/Motivation (1-5pm) Advanced Sales Program (Day 1) Advanced Sales Management Program (Day 3) Entry Level Service Advisor (Day 3) 5/11 Objections: Level 1 Advanced Sales Program (Day 2) Train the Trainer (9-1pm) Leasing for Managers (1-5pm) Advanced Sales Management Program (Day 4) 5/12 Leasing for Salespeople (9-1pm) Prospecting & Follow-Up (1-5pm) PARAMUS, NJEntry Level Service Advisor (Day 4) Advanced Sales Program (Day 3) 5/13 Phone-Ups: Level 1 Entry Level Sales (Day 1) Advanced Sales Program (Day 4) Entry Level Sales (Day 2) Entry Level Sales (Day 3) 5/16 Entry Level Sales (Day 1) Entry Level Sales (Day 4) 5/17 Entry Level Sales (Day 2) Entry Level Sales (Day 5) 5/18 Entry Level Sales (Day 3) Business Etiquette (9-1pm) 5/19 Entry Level Sales (Day 4) 5/20 Entry Level Sales (Day 5) 5/23 Internet/BDC: Lead Generation (Day 1)For more information please call 5/24 Internet/BDC: Lead Generation (Day 2) 800-374-3314 ext. 215 5/25 Social Media for Salespeople 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

IN-DEALERSHIP SERVICE TRAINING Entry Level • Advanced • ManagementBSoeorsvticYeoPurerformance ENTRY LEVEL Understanding the Fundamentals of a Service Department • Understanding the Service Customer • Delivery Procedures Phone Strategies / Setting Appointments • The Basic Steps to Selling in Service • Effective Walk Around Presentations Words Tracks for Selling Success • How to Handle Customer Objections How to Create a Quality Repair Order ADVANCED Phone Strategies / Setting Appointments • Sales Processes Customers Will Appreciate • How to Deal with Stress Effective Walk Around Presentations • Advance Step Selling Techniques • Objections Responses How to Create a Quality Repair Order • Delivery Procedures • How to Improve CSI ScoresMANAGEMENTHiring The Right People • How to Create a Team Environment • Service Employee Pay Plans • Leadership SkillsUnderstanding The Service Customer • Effective Marketing Strategies • Ideas for Advanced Service RevenueHow to Maintain a Profitable Express Maintenance Operation • The Benefits of a Service BDC DepartmentThe Process for Creating Higher CSI Scores Sales andCaRpietvaelinzueeofnoryoImurmSeedrivaitcee Results!For More Information Please Call 800-374-3314 ext. 215 Or visit us online at: www.davidlewis.com