DLA In Dealership Catalog

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

Benefits of DLAIn-Dealership Training Did you know that David Lewis and Associates can bring any of our intensive training programs to your Dealership? Whether it be Sales, Service, Internet/BDC or any of our many courses offered. With our Custom 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. • Personalized Training Designed To Meet Your Specific Needs • Intensive In-Dealership Training Programs That Are Typically 1-2 Days Every 4-5 Weeks • Our Monthly Program Offers A Different Area of Focus Predetermined In Advance By Dealership Management Team • 1-5 Day Available In All Areas Of Training • Each Training Day Is Divided Into 2 Repetitive Sessions To Enable Everyone To Attend • All Training Is In A Structured Environment With Workbooks And Assignment To Be Completed for The Next Visit • All Training Is Done By DLA Certified Trainers Who Are Employed By David Lewis & Associates • All Trainers Have Extensive Backgrounds in Specific Areas of The Dealership And Come From A Wide Range Of Retail Automotive Experience • Our Training Is Designed To Make Steady Monthly Improvements In Both Your Sales And Service Departments • Add An Additional 4-6 Cars Per Salesperson • Increase Grosses By $300 - $500 Per Car • Realize An Additional 40 - 60% In Fixed Ops Service Revenue Feel confident that your Dealership will engage in a superior Training Program with a strong curriculum and top-notch Trainers.2

DLA In-Dealership Training CoursesSales Fixed OpsEntry Level Sales Entry Level Service Advisor ProgramAdvanced Sales Program Advanced Service Advisor ProgramAdvanced Sales Level 1 Advanced Service Advisor TechniquesAdvanced Sales Level 2 Understanding the Service CustomerObjections Level 1 Effective Service Walk-AroundsObjections Level 2 Service Advisor Phone TechniquesPhone-Ups Level 1 Advanced Service Manager ProgramPhone-Ups Level 2 Advanced Service Management ConceptsLeasing for Salespeople Service Staff RetentionProspecting & Follow-Up Advanced Service Revenue CreationUnderstanding Your Customer Effective & Profitable Express Serv. ProcessesCommon Mistakes Salespeople Make Management Service Advisor TrainingSocial Media Marketing for Salespeople Introduction to Service ManagementSelling In-Service Introduction to Service BDC Advanced Service BDC ConceptsManagement General CoursesAdvanced Sales ManagementAdvanced Sales Management Program Business EtiquetteAdvanced Management Negotiations How To Deal with StressAdvanced Used Car Management Winners vs. LosersLeasing for Managers Psychology of SalesLeadership / Coaching How To Avoid NegativityHiring / MotivationTrain the Trainer Secondary FinanceInternet / BDC Introduction to Secondary Finance Advanced Secondary FinanceInternet/BDC Lead GenerationInternet/BDC Management Round Tables 3F&I Sales Management SalespeopleEntry Level F&I F&IAdvanced F&I Concepts Internet / BDCF&I Service Contracts Service Advisors Service Managers

Sales Training TopicsEntry Level SalesA course designed for the individual just entering an Auto Sales Career. Students will learn the basic principles of howa Dealership operates and leave knowing a comprehensive outline on the steps to the sale. Students will learn how tohandle the Customer’s objections and how to effectively respond to them. Extensive role playing and scenario basedsituations will be covered, as well as a thorough segment on properly handling Phone-Ups. Each participant will returnto the Dealership ready to take their first “UP.”Who Should Attend: New SalespeopleAdvanced Sales ProgramThis course is a complete program for the experienced Salesperson that wants to aggressively speed up theirtraining and education. This course includes the material from the Advanced Sales Level 1, Objections Level 1, Phone-Up Level 1, Prospecting & Follow-Up and the Leasing for Salespeople Courses.Who Should Attend: Experienced Salespeople, Sales ManagersAdvanced Sales - Level 1A Level 1 course based on David’s book, “The Secrets of Inspirational Selling.” In this level 1 course, students will leavehaving a strong level of recognition into a valuable Presentation & Demonstration process from the Meet & Greet throughthe Service Walk. Students will learn how to create a non-defensive posture in each Customer and how to eliminatebeing lied to by a Customer. The student will learn the importance of spending more time selling their product, theDealership and their personality, rather than selling the deal. They will learn how to present their product in a mannerthat will make closing the deal so much easier.Who Should Attend: Dealers, GMs, Sales Managers, SalespeopleAdvanced Sales - Level 2In this level 2 course, the student will take their skill level to the reproduction stage of the learning process. In depthdiscussion, advanced word track development and extensive role playing will take place. The goal of this course is forthe student to return to the Dealership with a thoroughly customized presentation that will fit into their individualpersonality and style of salesmanship. A prerequisite to attending this course is the student must have already attendedeither the Advanced Sales Level 1 course or the 5-day Entry Level Sales course.Who Should Attend: SalespeopleObjections - Level 1This level 1 course exposes the student to a 4-step process for overcoming objections. This process is designed toinspire the Customer to have second thoughts as to why they should make their purchase now versus the old schoolmentality of begging, whining and pleading with the Customer. There will be some basic development of individualword tracks and role playing.Who Should Attend: Sales Managers, SalespeopleObjections - Level 2This level 2 course has been developed to take the student to the next step in the learning process, which is thereproduction stage. Time will be spent both developing and critiquing personalized objection word tracks that fit intothe individual Salespersons style of salesmanship. Group discussions and extensive role playing and critiquing will bedone. A prerequisite to attending this course is the student must have already attended either the Objections Level 1course or the 5-day Entry Level Sales course.Who Should Attend: Salespeople4

Sales Training Topics continuedPhone-Ups - Level 1A Level 1 course that will teach each participant a structured process for handling each type of Phone-Up. Basicstructured steps are taught. Each student will begin the development of their own individual word tracks based ontheir personality within those structured steps. Role play and scenario-based situations will be utilized to enhance thelearning process. A must class for anyone who takes a Phone-Up.Who Should Attend: Sales Managers, SalespeoplePhone-Ups - Level 2This level 2 course has been developed for those Salespeople who truly want to master the art of handling inboundphone leads. Advanced word track development and group discussions will be a focal point of this course. Plus, livecritiquing of 10 phone-up calls that will be placed throughout the day to determine if their developed word tracks willmake them sound different and unique when they receive calls, which will greatly enhance their ability to secure anappointment. A prerequisite to attending this course is the student must have already attended either the Phone-UpsLevel 1 course or the 5-day Entry Level Sales course.Who Should Attend: SalespeopleLeasing for SalespeopleThis course is specifically designed for Salespeople on Leasing. Topics will be the value of Leasing to the Customer, thebenefits to them and the Dealership, the basic fundamentals of a how a Lease works, the basic concept of how Leasesare structured and how to present the Lease with maximum effectiveness.Who Should Attend: Sales Managers, SalespeopleProspecting & Follow-UpA course designed for Salespeople and E-Commerce/Internet/BDC staff members. The ideas included in this coursehave been developed and utilized by some of the most successful Salespeople in the country. The student will gaincomprehensive knowledge on some of the best prospecting ideas that will create instant traffic and opportunities.Also included will be the most effective ideas for staying in touch with sold Customers that will create a longterm relationship.Who Should Attend: GMs, GSMs, Sales Managers, Internet Personnel, SalespeopleUnderstanding Your CustomerThis course focuses on the first 10 minutes of a Customer’s arrival at the Dealership. We are all familiar with the phrase“I’d rather get a root canal, than buy a new car.” In this course, the student will learn how to listen to the Customer andhow best to approach them in the buying process. This course will reveal how to lower a Customer’s defensive postureand create a level of comfort that establishes an environment in which the Customer will enjoy spending time withthe Salesperson.Who Should Attend: Sales Managers, SalespeopleCommon Mistakes Salespeople MakeA course that focuses on the top 30 mistakes that Automotive Salespeople make each and every day. Topics range fromhygiene and attitude to understanding the Customer. Heavy emphasis is placed on the common mistakes made duringthe sales, objection and phone-up process, plus prospecting and social media. The student will be exposed to somegreat solutions to improve each area.Who Should Attend: Dealers, GMs, GSMs, Sales Managers, Salespeople 5

Sales Training Topics continuedSocial Media Marketing for SalespeopleThis course provides the basic understanding of Social Media. The student will be exposedto the benefits of Social Media and how their individual or Dealership strategies can create brandrecognition and increased sales opportunities. All aspects of Social Media platforms are covered.This course has been designed to provide the individual who wants to understand and start usingSocial Media as a marketing platform and for the experienced person currently using Social Media.Who Should Attend: Dealers, GMs, Service Directors, Sales Manager and SalespeopleSelling In-ServiceThis course trains the student on the benefits, processes and sales skills for selling cars in service. The ServiceCustomer offers a great opportunity to expand both sales and profits and creating a sales opportunity is easy oncethe Salesperson understands how to approach, interact and engage the Customer in dialogue that can createthese opportunities. Every day Customers visit the Service Department for both general maintenance and repairs.This course will teach you how to use the data created from this role to easily manage and measure results that willadd to a continuous opportunity to sell more cars.Who Should Attend: Dealers, GMs, Sales Managers and SalespeopleManagement Training TopicsAdvanced Sales ManagementThis course is designed to provide an increase in productivity, gross profit and develop an authentic working culturethat will impact your sales and bottom line. Topics will include the theory behind Inspirational Selling, AdvancedNegotiations, Objections, Phone-Ups, Leasing, Prospecting & Follow-Up, BDC, Leadership, Coaching and Hiring concepts.Who Should Attend: Dealers, GMs, GSMs, Sales ManagersAdvanced Sales Management Program: 4 DaysThis Advanced Sales Management course is a complete program for all Sales Managers. Focus is placed on becominga Leader and not a Boss. This begins by exposing them to the newest and best practices for leading a sales force tosuccess. Topics include Inspirational Sales Processes, Advanced Negotiating Techniques, how to be an effective Coach,Hiring and Interviewing ideas, plus our DLA Train the Trainer concepts that will develop their skills on how to train theirstaff. This course turns Managers into true Leaders.Who Should Attend: Dealers, GMs, GSMs, Sales ManagersAdvanced Management NegotiationsIn this class, students will learn highly-developed concepts to improve and strengthen their negotiation skills and howto proficiently implement these skills to create larger grosses. This course does not alter a Manager’s basic negotiatingprocess, but demonstrates to the student how to enhance those techniques through a better understanding of whatthe Customer expects during the negotiating stage of the deal. All techniques have a proven track record of success andfit well with all current negotiating concepts.Who Should Attend: GSMs, Sales Managers6

Management Training Topics continuedHiring / MotivationThis course starts with Hiring. Students will learn where to find talented people, how to then recruit them and theinterview process that will make them want to work for your organization. Once hired, how you motivate them canmake or break their long term commitment. Students will learn the 10 key elements of successful coaching, from whatto say to how to say it. An unmotivated group of individuals typically become just a group of “Walking Generalities,”thus making this course an important one to attend.Who Should Attend: All ManagersAdvanced Used Car ManagementThis course focuses solely on the ideas and concepts for marketing, buying, selling and increasing revenue in the usedcar department. The student will learn highly developed concepts to sell used cars. Marketing campaigns will be sharedand fresh ideas on where to buy cars will be presented. The student will learn lot layout and vehicle placement resultingin maximum effectiveness.Who Should Attend: GSMs, Sales Managers, Used Car ManagersLeasing for ManagersThis course is for Managers. Two areas will be covered. The student will learn how to promote leasing in the negotiatingstep and how to use a lease as a form of attracting buyers that are not currently in the market for a new car. Thisadvanced course will deal with real-life leasing scenarios and provide tools on how to train your staff to embrace leasingas an effective alternative means of purchasing a car.Who Should Attend: GMs, GSMs, Sales ManagersLeadership / CoachingA course designed for anyone within the Dealership that has supervisory responsibilities over others.This course focuses on the understanding and development of the true role of a Leader and Coach. Upon completionof this course, each participant will return to the Dealership with a stronger position as to their role andresponsibility. An organization starts with great Leadership, and succeeds with great Coaching, making thiscourse a mandatory requirement.Who Should Attend: All ManagersHiring / MotivationThis course starts with Hiring. Students will learn where to find talented people, how to then recruit them and theinterview process that will make them want to work for your organization. Once hired, how you motivate them canmake or break their long term commitment. Students will learn the 10 key elements of successful coaching, from whatto say to how to say it. An unmotivated group of individuals typically become just a group of “Walking Generalities,”thus making this course an important one to attend.Who Should Attend: All ManagersTrain the TrainerThis course teaches the student the art of training. From understanding the impact training has on othersto training material development. Each attendee will learn how to develop effective sales meetings,training events and one-on-one coaching sessions. Strong emphasis will be placed on creating anin-dealership training and coaching program and how to effectively support and monitor it.Who Should Attend: ALL Dealership Personnel 7

Internet / BDC Training TopicsInternet/BDC Lead GenerationA course on effective Lead Generation ideas and concepts. Email, Chat and Phone scripts will be reviewed and examined.Plus, structured concepts for ongoing sold and unsold Customer follow-up. Time will be spent developing personalizedword tracks for both inbound and outbound calls, emails and online chats. Role playing and critiquing of live phonecalls and emails will be a focal point of the program. This course will demonstrate the importance of understandinghow to create valuable contacts and ensure that your Dealership will be the one to attract the Customer for a visit. Thiscourse is a must for anyone directly or indirectly involved with an Internet or BDC Department.Who Should Attend: GMs, GSMs, Internet and BDC Staff Members, Sales ManagersInternet/BDC ManagementThis course is solely for the Internet/BDC Manager that is looking to lead their team to the next level. Ideas for hiring,training and motivation will be the focal point of this course. Additional topics will include, the difference betweenInternet Sales and a BDC process, verbiage to effectively get the Customer to the Dealership, ideas for internet marketingand how to make social media work effectively.Who Should Attend: Dealers, GMs, Sales Managers, Internet/BDC ManagerF&I Training TopicsEntry Level F&IThis course is for those students just entering the field of F&I. Focus will be placed on all areas of understanding the F&ICustomer, banking relationships, conversions, sales processes (including Menu techniques) and objection responses.This course includes a tremendous amount of role play so that the student will be fully prepared to take an F&I Customerupon returning to the Dealership.Who Should Attend: Inexperienced F&I Managers, F&I Back-Up StaffAdvanced F&I ConceptsThis course has been designed for the F&I Manager that is ready to take their productivity to the next level. Emphasiswill be placed on advanced F&I sales concepts, structured presentation steps and the art of responding to customerobjections. Topics will include the importance of F&I, understanding the Customer, the Banking process, and the valueof developing control over the delivery process. From the sales perspective of F&I, the student will learn some veryadvanced techniques on how to effectively do both cash and credit union conversions, present effective productpresentations, methods for advanced Menu closing concepts, and some new and exciting ways to overcome objections.Extensive role play and group discussion are a big part of this course.Who Should Attend: : F&I Directors, Experienced and New F&I Managers, and Back-Up F&I ManagersF&I Service ContractsA course for experienced F&I Managers who want to increase their service contract penetration. This course will teachadvanced Menu concepts, objection handling and revenue generating ideas. The concepts presented have a trackrecord of increasing even the best F&I Manager an additional $200 per unit. This course will give the F&I Manager thekeys essential to deliver products and renew the Customer’s experience.Who Should Attend: F&I Managers8

Fixed Operations Training TopicsEntry Level Service AdvisorA course for the individual either just starting their career as a Service Advisor or an experienced Service Advisor whotruly needs to get back to the basics of selling service. This course focuses on understanding the Service Customer,structured sales steps in the Service Lane, phone strategies, upsell techniques, objection responses and how to dealwith rejection and stress.Who Should Attend: Entry Level Service Advisors, Experienced Service AdvisorsAdvanced Service Advisor ProgramThis course is a complete program for the experienced Service Advisor who wants to take their productivity to the nextlevel. This course places tremendous emphasis on truly understanding the Service Customer; both their perceptionsof what they expect and how that perception affects the outcome of the visit. New and proven ideas will be presentedfor increasing service sales, how to do effective Service walk around presentations, ways to handle the Customer onthe phone and methods for speeding up the Customer’s entire service visit. Additional topics will include: How to dealwith Customer complaints, becoming a better listener and dealing with the stress of the job. This course is a must forall Service Advisors.Who Should Attend: Service Directors, Service Managers, Service AdvisorsAdvanced Service Advisor TechniquesThis course is an advanced A-Z program on understanding the Service Customer, upselling service repairs & maintenanceand how to create a lasting relationship with every Service Customer. Phone strategies, sales processes and objectionresponses will be covered. This course will include extensive role playing and in depth discussion groups.Who Should Attend: Dealers, GM’s, Service Managers and Service AdvisorsUnderstanding the Service CustomerThis course provides the attendees with a snap shot of the Customers point of view when visiting the Dealership ServiceDepartment. Focus will be placed on why the Customer is so defensive, how to lower their defensive posture, verbiageto increase appointments and service revenue, understanding the power of pictures and video, how to expedite thepick up process and the difference in mood between a waiter and a drop off customer. This course is a must if you wantto create a Customer experience they will remember.Who Should Attend: Dealers, GMs, Fixed Ops Directors, Service Managers, Service AdvisorsEffective Service Walk-AroundsThis course teaches the benefits, process and steps to doing effective Service Walks in the Service Lane. The student willstudy a Pro/Con balance of consequences of when to do the Service Walk, the value it brings to both the Dealershipand the Customer and when is the correct time to present an upsell. During the course, emphasis will be placed onunderstanding the Customer’s defensive posture and how to lower it so that maximum effectiveness can occur.Who Should Attend: Service Directors, Service Managers, Service AdvisorsService Advisor Phone TechniquesThis course focuses on how to handle both the inbound Customer call and the outbound upsell service call. Concepts willbe shared on how to avoid quoting prices over the phone, increasing the rate of appointments and effective strategiesfor how to sell the Customer over the phone once their vehicle is already in the Service Center. The customization ofword tracks to fit the Advisors personality is a large part of this course.Who Should Attend: Service Directors, Service Managers, Service Advisors 9

Fixed Operations Training Topics continuedAdvanced Service Manager ProgramThis course is dedicated to providing experienced Service Managers with ideas, tools and techniques to grow andenhance their Service Department. The course is a complete A to Z course for all Service Managers who want to take thedepartment to the next level. Ideas on team development, increasing revenue through better sales processes, how totrack results, effective scheduling, the benefits of a quick lube and quick maintenance department, Service Advisor andtechnician bonus and pay plans, benefits of a Service BDC Department, the power of video in the up sell process andhow to manage service expenses.Who Should Attend: Dealers, General Managers, Fixed Operations Directors, Service ManagersAdvanced Service Management ConceptsA course dedicated to providing experienced Service Managers with ideas, tools and techniques to grow and enhancetheir Service Department. Ideas on team development, increasing revenue through better sales processes, how totrack results, effective scheduling, the benefits of a quick lube and quick maintenance department, Service Advisor andtechnician bonus and pay plans, benefits of a Service BDC Department and how to manage service expenses.Who Should Attend: Dealers, GMs, Fixed Ops Directors, Service ManagersService Staff RetentionA course that addresses the ongoing issue of staff retention in the Service Department. Training anddiscussion groups on how to reduce the amount of missed work, minimized productivity and overallstaff turnover. Ideas will be presented for bonus plans, group training and motivational concepts.Time will also be spent on ideas for recruiting and training new hires.Who Should Attend: Dealers, GMs, Fixed Ops Directors, Service ManagersAdvanced Service Revenue CreationThis Management course focuses solely on service revenue creation. Processes will be shared; such asexpense control, staff pay plans and paid labor. This course is designed for the attendee to learn ways tomaximize all Service Department Revenue through effective management operations.Who Should Attend: Dealers, GMs, Service Directors, Service ManagersEffective & Profitable Express Service ProcessesThis course provides both the Dealership considering an Express Service and those already operating anExpress Service with the newest ideas for success. Focus is placed on marketing, staffing, sales, operationalprocesses and ways for staying competitive in your market. Students will be exposed to practices that makeothers successful and points of failure; so they can recognize them if they occur in their Dealership.Who Should Attend: Dealers, GMs, Service Directors, Service ManagersManagement Service Advisor TrainingThis course is designed to train the Service Manager on the proper service lane sales techniques. EffectiveLeadership starts with being able to train and motivate a person or group of people for success. This courseteaches the Service Manager on the most progressive Service Lane sales concepts so they can then train theirService Advisors.Who Should Attend: Dealers, GMs, Service Directors, Service Managers10

Fixed Operations Training Topics continuedIntroduction to Service ManagementThis extensive course is for those individuals ready to enter the position of a Service Manager or thoseService Managers who have never had any formal management training. Emphasis in the course begins withunderstanding the role of a Leader and Coach. Practical training will include hiring, training, understandingthe Service Customer, sales processes, upsell techniques, dispatching, understanding the Parts Departmentand the basics of service marketing.Who Should Attend: Entry Level Service ManagersIntroduction to a Service BDCThis course is for those Dealerships that would like to learn more about the concept of a Service BDCDepartment. Topics will include: the benefits of a Service BDC, department leadership, staffing requirements,training, tools needed and expected results.Who Should Attend: Dealers, GMs, Fixed Ops Directors, Service ManagersAdvanced Service BDC ConceptsA course for both Service BDC Management and staff members. Appointment topics in this course areinbound call processing, information gathering, word track concepts, appointment setting techniques andappointment confirmation steps. Additional training will include post visit follow-up calls, maintenancereminder processes and Customer retention ideas.Who Should Attend: , GMs, Fixed Ops Directors, Service Managers, Service Advisors, BDC RepsGeneral CoursesBusiness EtiquetteThis course focuses on understanding the importance of a first impression, adult behavioral techniques andproper business etiquette when dealing with Customers, fellow employees and vendors. Additional topicswill include how to eat healthier in the workplace, the importance of daily exercise, the value over proper restand how to minimize stress both at home and at work.Who Should Attend: Dealer, GMs, GSMs, Sales Managers, F&I Directors, Service Directors/ManagersHow to Deal with StressThis course deals with an ongoing issue in Dealerships every day and that is stress. Stress is one of the leadingfactors of fatigue, illness and employee turnover. It creates an environment that dictates negativity andinstability. The students who attend this course will be exposed to what creates stress, the signs of stress,and the added illnesses that are exasperated by stress and most importantly, how to deal with stress andeventually minimize and eliminate it all together.Who Should Attend: All Dealership Personnel 11

General Courses continuedWinners versus LosersThis course is based on David’s bestselling book, “Winners versus Losers.” During this session the student willlearn the difference between what makes most people successful, while others tend to fail. They will understandthe key elements that motivate people to greatness and how to avoid the common pitfalls associated withnegativity and failure. Being a Winner is an option and so is Failure, but success comes with patience,understanding and a desire to be great, which are all learned characteristics and qualities. This course is notindustry specific and deals with both situations within ones professional and personal lives.Who Should Attend: All Dealership PersonnelThe Psychology of SalesThis course provides the core foundation for a successful sales career. No one wants to fail in sales and most hatethe idea of rejection. This course on the psychology of sales trains the student on how to overcome the fear ofsales and instill in them thoughts to better understand the Customer, themselves and how to better present theirproducts in a manner that will produce higher results. Selling for most is a learned skill and talent. Being born withthe gift of gab is not a sure ingredient for success.Who Should Attend: All Dealership Personnel who Sell to the CustomerHow To Avoid NegativityThis course is the foundation of being successful. Everyone knows that successful people avoid negativity. Theydo not act negative, let negative thoughts into their mind and live with thoughts that are positive and motivating.This course focuses on how to remove negativity from your thoughts, verbiage and actions. The student will leavethis class with a positive mindset and return to the Dealership rejuvenated and prepared for success. Negativitylooms in all of us, some are more visual and vocal in the negativity, but everyone can benefit from this course.Who Should Attend: All Dealership PersonnelSecondary FinanceIntroduction to Secondary FinanceThis course provides the basic understanding, tools, processes and word tracks for both understanding SecondaryFinancing and how to effectively sell in the Secondary Finance Department. This course has been designed forboth the novice just entering the world of Secondary Finance and the experienced Secondary Finance Managerwho just needs to get the department jump started. It is a known fact that approximately 60% of Americans havecredit issues, being an active player in this arena can add sales and profits that otherwise would have been lost.Who Should Attend: Inexperienced Secondary Finance ManagersAdvanced Secondary FinanceThis course is for the Secondary Finance Manager who truly wants to take their department, sales and profits to thenext level. Topics in this course include inventory management, where to find inventory and how to display theinventory. Heavy emphasis is placed on advanced closing techniques, lender relations and marketing. Operatinga Secondary Finance Department is extremely rewarding if done the correct way. If not, minimal results will berealized and eventually, the department will die a slow death.Who Should Attend: Dealers, GMs, Sales Manager and Secondary Finance Managers12

Testimonials “Since signing up with David Lewis & Associates Training, 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 Group “We have hired numerous training companies over the years and the training with David Lewis & Associates has produced the best results. Our team members are enthusiastic about working with DLA because the ideas they are learning are relevant to today’s industry and the results we are getting have proven that point. This training is now mandatory for the entire team.” - Chris Saraceno, VIce President and Partner of The Kelly Automotive Group “We believe in the David Lewis & Associates curriculum. It works! All new employees must attend the Entry Level Sales course. The curriculum helps the employee understand what 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 productive sales associates. Additionally, our management team makes sure that each associate reads David’s book “Secrets of Inspirational Selling” and we read excerpts of the book during sales meetings.” - Bruce Carlino, Sales Manager, Chapman Ford Mazda Lincoln Mercury “As someone who came from the Fixed Ops side of the business, I have an appreciation for what sales is all about that I did not have before. Whether you’re a sales veteran or a rookie like me, there is a ton of value in DLA training. You will not regret it!” – Allen Minch, Sales at Klick Lewis “Before today, I have used the same tired techniques to overcome objections. Going forward, I will use an effective counter story to help close more deals and increase my gross.” – Douglas Theye-Ace, Sales at Bethlehem Ford 13

Included with In-Dealership Training is access to both DLA AutomotiveTraining Centers and DLA Online videos!Salespeople Sales Managers F&I Internet/BDC StaffService Advisors Service Managers Parts Managers Body Shop Managers Each topic represents a different The DLA Automotive Training Centers offer all DealershipsDLA Trainer who specializes in their the ability to engage in a superior Training Program with a strong curriculum and top-notch training. specialized area of expertise. The DLA Training Centers offer a full range of courses to meet the Training needs of everyone in the Dealership! For more information regarding available DLA courses, please call 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com

ONLINE DEALERSHIP TRAININGIndustry Leading Training Available Any Time on Any Device.Training on Your Schedule What You Will LearnThe DLA Online Training Program is designed to DLA Online was developed by car people who trainlet you train at your own pace. Each training module car people. With a built in, extensive reporting andwalks the viewer step-by-step through the desired certification program, you will know which videosprocess, making learning easy and fun. DLA Online are being watched and comprehended. Our onlineprovides you and your staff access to over 1,000 courses will help your Dealership capitalize on everyvideos and 300+ hours of great material and is opportunity in every aspect of your Dealership. Buildavailable 24/7 on any device. your team and your profits with DLA Online training! • SALES • F&I • SECONDARY FINANCE • INTERNET / BDC • SALES MANAGEMENT • LEADERSHIP • TRAIN the TRAINER • WINNERS vs. LOSERS • SERVICE ADVISORIncluded with our Online Training is access to our state-of-the-art Training Centers, which allows you to sendyour staff away for comprehensive Training in their individual positions. You can send anyone at anytimeto any of our classes for a low member fee.For more information, please call 800-374-3314 ext. 215 15 Visit us online at: www.davidlewis.com

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