2015 May Issue - Dealership OverDrive

Dealership MAY 2015 TM A David Lewis & Associates PublicationThe Last Rideof the KingPhone-Ups, Part II:The Meet and Greet HowtoDealwithFemaleCustomers IN SERVICE

Publisher’s Note Dealership TM When we first decided to open A David Lewis & Associates Publication our DLA Training Center in Philadelphia, we were thrilled MAY 2015 about the possibilities that were ahead of us. Our goal to create a learning PUBLISHER environment which would also serve as David Lewis a time for fun and enjoyment to those who came to training was very important [email protected] to our staff who was involved in the process. Having been in the Retail GRAPHIC COORDINATORAutomotive Consulting Industry for many years, we knew that Brian Smithtraining could become dry and overly intense unless we included anelement of entertainment and relaxation in the program. Once we [email protected] to go ahead with our plans, we made sure that the facilitieswe obtained would provide a solid classroom environment with a SALES DIRECTORrelaxed atmosphere that provided an element of fun and recreation, Mary Mannellaas well first-class training. [email protected] was a tremendous year! We had over 1,800 students attendclasses at our Philadelphia Training Center. The comments and TRAINING LIASONresponses we have received from our students show that opening Priscilla Youngthe Center was one of our best decisions ever. [email protected] the opening of our DLA Philadelphia Training Center in2013, we couldn’t be happier with the results we have seen and the CIRCULATION / SUBSCRIPTIONSreports coming back from those who have attended. However, Jennifer Potterthat doesn’t mean it is all fun and games. At David Lewis &Associates, we are very serious about our training programs and this [email protected] is why DLA Workshops are ranked as the best industrycourses year after year. All courses are taught by DLA Certified CONTRIBUTING WRITERSTrainers employed by David Lewis & Associates. Our Trainers have Ben Jenkinsextensive backgrounds in specific areas of Dealership Operationsand come from a wide range of Retail Automotive experience. This [email protected] our students with the best and most effective provenprocesses rooted in a long history of working in this industry. Brian ShermanOur 9-5, Monday through Friday class rosters have made it easier [email protected] students to schedule training. Because we provide a free breakfastand lunch at the center, our students save on expenses and tend Becky Nixonto stick around between classes to share ideas with other studentsthat are attending courses. This creates a lot of energy for sharing [email protected] with each other and often relationships are formedthat go on to become beneficial resources for those who attend the Dealership OverDrive magazine makes every attempt totraining courses. ensure the accuracy of all published material. However it cannot be held responsible for opinions expressed or facts2015 is already shaping up to be a great year and the new courses supplied herein. Nothing may be reproduced in whole orwe have added this year are going to be even more exciting and in part without written permission from the publisher. Allchallenging. If you haven’t signed up for a DLA Training Center rights reserved. The publisher encourages you to submitcourse yet, this would be a good year to get on board and advance suggestions. Submitted materials become the property ofyour skills and your career to new and exciting levels of success. David Lewis & Associates, Inc. and will not be returned. Send material for publication to 10 Suntree Place, Melbourne,David Lewis FL 32940. The editor reserves the right to edit material; submission of material constitutes permission to editPresident, David Lewis & Associates, Inc. and publish that material. This publication is designed to provide accurate and authoritative information in regard2 Dealership OverDrive 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 DLA LIVE Interview with David Lewis 6 Phone Ups, Part 2: The Meet & Greet 9 Philadelphia Training Center News 13 The Last Ride of the King 16 How To Deal with Female Customers 19 New Course: Business Etiquette 21 Obstacles: “I Only Have A Limited Time” 23 Are Trial Closes Effective? 24 The Importance of Being A Leader, Part 1 26 The Benefits of a Lengthy Demonstration Drive 28 Fixed Ops: Terms That They Can Relate To Kick Start Your Work Dealership OverDrive 3 Week with David Lewis’ Monday Morning Sales Meeting Sign Up For Free at www.davidlewis.comwww.davidlewis.com

An Interview with David Lewis by Mary Mannella - DLA Sales DirectorThe other day I got the opportunity to sit down with David and ask him some questionsabout his newest project, called DLA Live. The following is a part of what he had to say:What is DLA Live? What are the advantages of having a liveDLA Live is actually two products in one. First, interactive show?it is a two hour talk show every day from 10 Clearly, the idea of an unscripted show createsAM to noon. Our host, Dino DeLuca, and his the validity of the discussion. Viewers can call inco-host will discuss different topics every day in and participate in real time which will allow thean open forum; topics that relate directly to both conversation to be truly relevant to what theSalespeople and Managers. Second, all of our DLA audience wants to hear.Online subscribers will have instant access toDino via video to discuss what they have currently How did you think of this idea?viewed in our online video library. In essence, we This idea has been in the making for years. Asare bringing the training live to the student. a Trainer, I am always looking for new ways to engage people to want to learn, but moreIs this idea different from anything else that is importantly, learn ideas that are real and work.currently available? I have seen the growth of the online videoYes. The typical online training program is just industry over the years, but have always had avideos. The problem with this is that if the student concern about the student and how they arehas questions or does not understand the material, accepting this means of training. What if thethey have no place to ask questions. With DLA student does not agree with the trainer? What ifLive, the student has immediate access to a trainer the student does not have the Trainers personalityMonday – Friday from 8 AM to 5 PM. and fear the ideas will not work for them? The medium that we have developed removes all ofWhat can the subscribers expect from DLA Live? those concerns, because now they can interactNew and exciting content that relates to the real with a Trainer and they can listen to other callersworld of a car Dealership. to hear their ideas.Tell us about the host Dino DeLuca: What would you like the audience that followsDino represents the new age of the Dealership DLA LIVE to get out of it?environment. His knowledge of current trends Obviously, I want them to learn, but I also wantand the needs of the Salesperson and Management them to enjoy the show and interaction. I feelteam are exceptional. He brings a level of that sometimes we all just need an outlet toexcitement and energy that is truly contagious. listen to others and voice our opinions outside of our Dealership.4 Dealership OverDrive www.davidlewis.com

DLA LIVE Interview with David Lewis, continuedWill DLA Live be accessible anywhere with Wi-Fi?Yes, DLA Live will be available on any device thatcan connect to a WI-FI connection.Will subscribers be alerted to topic relatedconversations?Absolutely! Each evening before the show goeslive, we will send the scheduled topics toall of our social media sources. Throughout theshow, we will also post excerpts from the show.If a viewer does not want to call in but has aquestion, that question can be posted on the showsite and will also be displayed on social media.If I miss a conversation or topic, will you replay itat a later schedule date/time?Yes, all shows will be archived and the viewer cango back and watch any past show.For more information on getting signed upfor DLA Live, please feel free to call me at321-435-6000, extension 215. WINNERS vs. LOSERS The fifth book written by David Lewis With over 30 years of training experience, David Lewis is a distinguished industry expert. David is the President of David Lewis & Associates and travels the country training and educating dealership personnel on all areas of dealership operations.www.davidlewis.com David’s books are available through www.davidlewis.com and www.amazon.com Dealership OverDrive 5

P2art Phone Ups: TManhdeGereetetIn last month’s edition of our DLA Magazine, I shared with you the importance of creating dialogue with Customers during the phone up. We know this is critical if you wantto successfully bring Customers to your Dealership. Unlessyou make a favorable impression on the phone, you havenot given the Customer any real reason to come in for anappointment. Being inspiring and enthusiastic in your PhoneMeet and Greet is the way to accomplish this and distinguishyourself with the Customer. They may consciously be callingwith specific questions about the price and availabilityof a vehicle, but subconsciously they are looking forsomeone they can trust and feel comfortable dealing with.6 Dealership OverDrive www.davidlewis.com

Phone-Ups: Part 2, continued toward making the appointment. You want to find out what the Customer is calling about, butAn important key to taking an initial phone-up to you must be careful not to try to give them all thethe next level will be your ability to inspire the information they are looking for over the phone.caller and maintain control of the conversation Your goal is to create an obligation for them towithout reinforcing any anxiety or fear they may come in for an appointment by the things thatalready feel about talking with a Salesperson. you say in response to their query. If you answerHowever, before picking up the telephone, you every question they have, why should they comewant to make certain preparations for having in? They can just take your answers and quotesa successful experience with the Customer. Let and compare them to your competition to see whome go over some of those critical phone-up gives them the best deal.skills briefly so you can better understand what Iam saying. By focusing your Meet and Greet on helping them feel a sense of ease and comfort, you canFor one, having a pen and paper to write on is eliminate a lot of the things that would keepcritical. This way when you get the information them from making an appointment and comingyou need from the Customer, you can write to see you. The less typical you sound to them,it down without having to ask for it again. It is the more eager they will be to give you whatalso important that you are able to capture this you need to know and come to see what youinformation standing rather than sitting because it have to offer. When you sound like every otherwill convey your words and emotions in a more Salesperson, they will view you in that same way.professional sense to the Customer and give more of By using unique verbiage and creating a sensean alert and attentive feeling to your conversation. of enthusiasm and excitement, you can inspireThose who have studied this have proven this posture them to want to hear more and to come in for ato have a positive effect with very little dispute. personal presentation.The Meet and Greet was developed as a way to The emotions you feel about helping them findset the Customer at ease, thank them for calling the right car will be the ones you transfer to thethe Dealership and offer them a basic friendly Customer. If you are just giving them a salesintroduction process. This will make it easier pitch filled with puff words and unrealisticfor them to feel comfortable enough to give you promises, they will pick up on that and concludethe kind of information you will need in order to that you are a typical car Salesperson. On thehelp them. Your initial focus is on developing other hand, if you just handle their call asenough of a connection with the Customer to something not likely to produce any real resultsrelease any fears or anxieties they may have or you come across as being barely interestedand create enough trust to get their basic or having a so be it attitude, they will feel nocontact information. real motivation to want to deal with you.Introduce yourself and thank the Customer for A key element of the Phone-Up Meet &calling your Dealership. As soon as you do this, Greet is to keep it simple and to the point.ask for their name and use it with Mr. or Ms. The following is a sample:This is so important because your conversationimmediately has a point of reference when you Salesperson: Hello and thanks for calling ABChave the Customer’s name and use this formality Motors. This is David Lewis, how can I help you?when you speak to them. People love to heartheir own name spoken and when you use it in a Customer: I would like to get your best price onrespectful way, they appreciate it even more. a base sedan.The best way to create dialogue is to have Continued on next pagestructured steps you follow that will move you Dealership OverDrive 7www.davidlewis.com

Phone-Ups: Part 2, continued “Twenty five preprogrammed hand gestures allow you to signalSalesperson: I would be happy to help youwith that. Again, my name is David Lewis and you everything from a simple laneare Mr.? change to homicidal rage.”Customer: Smith.Salesperson: Mr. Smith, so nice to speak withyou, I am glad you called.It is important not to over complicate yourPhone-Up Meet & Greet.Remember, you create dialogue, it doesn’t justhappen. By having a clear and structured processand being unique and inspiring, you are far morelikely to get the information you need to helpthe Customer and to convince them that you aresomeone they would be safe dealing with.In a world where car Salespeople are oftenviewed as high pressure robots who all give thesame spiel and have the same goals, being uniqueand inspiring can be just enough to give them areal reason to come in to see you.Next month we will explore the second step in thePhone-Up process, The Reply.8 Dealership OverDrive www.davidlewis.com

NEW from thePhiladelphia Training CenterFor those of you who have never been Many of our students have commented on how to our DLA Training Center, located 30 much they enjoy the relaxed atmosphere we have minutes outside of Philadelphia in King designed at theTraining Center. The classes provideof Prussia, PA, it is an experience that you will extensive training and give you the opportunity tonot soon forget. Our first two years have been practice and role play what you are learning withextremely successful with glowing reports from other students. Whether you are new to the businessthose who have attended classes. We offer intense or have been around a long time, you will definitelytraining in the latest techniques and methods of discover exciting ways to increase your skills andthe automotive business and in an atmosphere productivity and advance your career to new levels.that is fun, relaxed and designed to make yourtraining thoroughly enjoyable and exciting. Students who attend our Philadelphia Training Center are quick to comment on how much theyOur DLA Certified Trainers cover all areas and appreciate the atmosphere we have created. It islevels of Auto Sales and Management including not all work and no play. In between the trainingF&I and Internet/BDC. Our latest addition sessions, students are able to take advantage ofto our course listing is Fixed Operations. If our fully equipped break room. Here you will findyou are not familiar with our course outlines, plush comfortable chairs and couches with largeyou can view our current schedule and get the screen cable televisions, Xbox systems, a top-of-specifics on upcoming classes at our redesigned the-line pool table, as well as shuffleboard. Wewebsite: www.davidlewis.com. You will also find provide plenty of refreshments and food at no costinformation to help you make your decision on from our well-stocked refrigerators and snack bar.what training courses would benefit you the most. Continued on next pagewww.davidlewis.com Dealership OverDrive 9

News from the Philadelphia Training Center, continued DLA Training CoursesWhether you are looking for Entry Level SalesAutomotive Sales Training for your new hiresor Advanced Level Courses that you can attend, Entry Level Sales (5 Days) • Advanced Sales Program (4 Days)our Philadelphia DLA Training Center is the Advanced Sales Level 1 • Advanced Sales Level 2 place for you. We have made available, without Objections Level 1 • Objections Level 2 • Phone-Ups Level 1a doubt, the finest center for Automotive Training Phone-Ups Level 2 • Leasing for Salespeopleavailable today. The success that our students are Prospecting & Follow-Up • Understanding Your Customerexperiencing reflects the value of what we have to Common Mistakes Salespeople Makeoffer, however, don’t take my word for it. Listento what some of our students are saying: Management“David taught us how to take objections that Advanced Sales Managementyou don’t want to deal with and turn them Advanced Sales Management Program (4 Days)into something that you can really be comfort- Advanced Management Negotiationsable with answering. That’s the kind of unique Advanced Used Car Management • Leasing for Managers training they have to offer here.” Leadership / Coaching • Hiring / MotivationMarc Pullman, Dir. E-Commerce Fixed Ops“This is a fantastic Training Center with allthe amenities. The important thing I took Entry Level Service Advisor Program (4 Days)away from the classes was understanding the Advanced Service Advisor Program (2 1/2 Days)fears and anxieties that Customers bring to Advanced Service Advisor Techniquesthe Dealership and being able to approach Understanding the Service Customerthem and bring down those barriers.” Effective Service Walk-AroundsCasey Posner, Salesperson Service Advisor Phone Techniques Advanced Service Manager Program (4 Days)“Before I attended a David Lewis class I was Advanced Service Management Conceptsaveraging 14 cars per month. Since attend- Service Staff Retentioning the Sales and then the objections class Advanced Service Revenue CreationI have averaged 19 cars per month over the Effective & Profitable Express Service Processeslast 3 months.” Bob Gilchrist, Salesperson Management Service Advisor Training Introduction to Service Management“I have been to every F&I training class there Introduction to Service BDCis. I learned more new ideas at this 2-day Advanced Service BDC ConceptsAdvanced F&I Course than I have in all theothers combined. If you want to be a super- Internet / BDCstar in F&I, this is the class to take.”Stephanie Martin, F&I Manager Internet/BDC Lead Generation (2 Days) Internet/BDC Management“I have been a Service Advisor for 20 yearsand I only wish this training was available to F&Ime when I first started. The ideas are so logi-cal and exciting. I cannot wait to get back to Entry Level F&I (3 Days)my Dealership to utilize them.” Advanced F&I Concepts (2 Days)Jeff Mullins, Service Advisor F&I Service ContractsClasses are held every day. For more information General Coursesplease call 800-374-3314 Ext. 215 or visit ourwebsite at www.davidlewis.com. Business Etiquette Train the Trainer 10 Dealership OverDrive Understanding Social Media Round Tables Sales Management • Salespeople • F&I Internet / BDC • Service Advisors • Service Managers www.davidlewis.com

“We have hired numerous training companies over the years and the training at the DLATraining center has produced the best results. Our team members are enthusiastic aboutgoing to the DLA workshops because the ideas they are learning are relevant to today’sindustry and the results we are getting have proven that point. This training is nowmandatory for the entire team.” Chris Saraceno VIce President and Partner of The Kelly Automotive Group5-DAY ENTRY LEVEL SALESA five-day course designed for the individual just entering an Auto Sales Career. Studentswill learn the basic principles of how a Dealership operates and leave having learned acomprehensive outline on the steps to the sale. Students will learn how to handle theCustomer’s objections and how to effectively respond to them.4-DAY ADVANCED SALESTo develop within the experienced Salesperson an understanding of the Customersthought process when shopping and purchasing a car. To train the Salesperson on a salesprocess that will be unique and different from what the Customer will expect, which willset that Salesperson apart from all the other Salespeople the Customer has or will speakwith during their shopping process.4-DAY ADVANCED SALES MANAGEMENTThis four-day Advanced Sales Management course is a complete program for all SalesManagers. Focus is placed on becoming a Leader and not a Boss. We begin by exposing thenewest and best practices for leading a sales force to success. Topics include InspirationalSales Processes, Advanced Negotiating Techniques, how to be an effective Coach, Hiringand Interviewing ideas, plus our DLA Train the Trainer concepts to develop the skillsnecessary to train a winning sales staff. This course turns Managers into true Leaders.COURSE DATES Call 800-374-3314 ext. 2155-DAY ENTRY LEVEL SALES Or register online at: www.davidlewis.com 11. . .May 11 - 15 May 25 - 29 June 1 - 5 June 15 - 194-DAY ADVANCED SALES. .May 19 - May 22 June 9 - 12 June 23 - 264-DAY ADVANCED SALES MANAGEMENTMay 5 - May 8 www.davidlewis.com

UpcomingCourses Philadelphia Training CenterMAY 5/1 Entry Level Sales (Day 5) JUN 6/1 Entry Level Sales (Day 1) 5/4 Objections Level 2 6/2 Entry Level Sales (Day 2)5/5 Advanced Sales Management Concepts 6/3 Entry Level Sales (Day 3) Advanced Sales Management Program (Day 1) 6/4 Entry Level Sales (Day 4) 5/6 Leadership / Coaching 6/5 Entry Level Sales (Day 5) Leasing for Managers 6/8 Understanding Social Media Advanced Sales Management Program (Day 2) 6/9 Advanced Sales: Level 1 5/7 Advanced Management Negotiations Advanced Sales Program (Day 1) Hiring / Motivation 6/10 Objections: Level 1 Advanced Sales Management Program (Day 3) Advanced Sales Program (Day 2) 5/8 Train the Trainer 6/11 Leasing for Salespeople (9 - 1pm) Advanced Used Car Management Advanced Sales Management Program (Day 4) Prospecting & Follow-Up (1 - 5pm) Advanced Sales Program (Day 3)5/11 Entry Level Sales (Day 1) 6/12 Phone-Ups: Level 15/12 Entry Level Sales (Day 2) Advanced Sales Program (Day 4) 6/15 Entry Level Sales (Day 1) Advanced F&I Concepts (Day 1) 6/16 Entry Level Sales (Day 2)5/13 Entry Level Sales (Day 3) 6/17 Entry Level Sales (Day 3) 6/18 Entry Level Sales (Day 4) Advanced F&I Concepts (Day 2) Internet/BDC: Lead Generation (Day 1)5/14 Entry Level Sales (Day 4) 6/19 Entry Level Sales (Day 5) Internet/BDC: Lead Generation (Day 2) Internet/BDC Lead Generation (Day 1) 6/22 Business Etiquette (9 - 1pm)5/15 Entry Level Sales (Day 5) Common Mistakes Salespeople Make (1 - 5pm) Phone-Ups: Level 2 Internet/BDC Lead Generation (Day 2) 6/23 Advanced Sales: Level 15/18 Business Etiquette Advanced Sales Program (Day 1) Advanced Service Advisor Techniques Advanced Sales Level 2 Advanced Service Advisor Program (Day 1)5/19 Advanced Sales Level 1 6/24 Objections: Level 1 Advanced Sales Program (Day 2) Advanced Sales Program (Day 1) Understanding Service Customers (9 - 1pm) Entry Level Service Advisor (Day 1) Service Advisor Phone Techniques (1 - 5pm)5/20 Objections Level 1 Advanced Service Advisor Program (Day 2) Advanced Sales Program (Day 2) Entry Level Service Advisor (Day 2)5/21 Leasing for Salespeople Prospecting & Follow-Up Advanced Sales Program (Day 3) Entry Level Service Advisor (Day 3)5/22 Phone Ups Level 1 6/25 Leasing for Salespeople (9 - 1pm) Advanced Sales Program (Day 4) Prospecting & Follow-Up (1 - 5pm) Entry Level Service Advisor (Day 4) Advanced Sales Program (Day 3) Effective Service Walk Arounds (9 - 1pm)5/25 Entry Level Sales (Day 1) Advanced Service Management Program (Day 3)5/26 Entry Level Sales (Day 2)5/27 Entry Level Sales (Day 3) 6/26 Phone-Ups: Level 15/28 Entry Level Sales (Day 4) Advanced Sales Program (Day 4)5/29 Entry Level Sales (Day 5) 6/29 Entry Level Sales (Day 1) 6/30 Entry Level Sales (Day 2) For more information please call 800-374-3314 ext. 215Scheduled course dates are subject to change without prior notice. Please check www.davidlewis.com for updated class dates and details.12 Dealership OverDrive www.davidlewis.com

The Last Ride of theKingAn artistic rendition of the last known photo of Elvis Presley,who was driving into Graceland in his 1973 Stutz Blackhawk IIIjust after midnight on the day he died.If you are a fan of the late great Elvis Presley, you probably already know that he was an avid car buff. He loved luxury cars and had a special fascination for rareones with unusual body styles and lots of power and luxury.One of those that remained his favorite was the StutzBlackhawk. Elvis had five Stutzs’that he owned and whenit was time for him to leave the chauffeur behind and takethe wheel himself, his vehicle of choice was always a Stutz.www.davidlewis.com Dealership OverDrive 13

The Last Ride of the King, continued CEO Warren Liu they have started preparing for production of a new line of luxury sport sedansThe Stutz itself was a superstar of sorts so it and new hybrid electric vehicles. Their websitestands to reason that the King had to have at at Stutzmotor.com is active and they are veryleast one in his collection of classics. Originally excited about re-entering the market with what theybased in Indianapolis, Indiana, Harry C. Stutz consider to be a revolution in modern luxurybegan producing vehicles under the company vehicles which they hope will bring backname ‘Ideal Motor Car Company’ in 1911 and their former glory from the early heyday of theirin 1925 changed the company’s name to Stutz great success.Motor Cars ofAmerica. They continued productionof these unusually stylish and fast automobiles There are a lot of stories that have to do with Elvisuntil 1935 when they closed up the factory. The and his Stutz cars. One of the most interesting wasStutz brand reappeared in 1968 as Stutz Motor Car told by his bodyguard Sonny West. Apparently,of America, Inc. and is still active today, though the first Stutz Dealer, Jules Meyers, came to Elvis’sales of factory produced vehicles ceased in 1995. home at Hillcrest Drive in Hollywood wanting to sign a contract with Elvis to buy a Stutz. Elvis wasStutz automobiles were some of the fastest cars so taken by the Blackhawk Mr. Meyers broughton the road and were primarily owned by rich and with him that he offered to buy it on the spot.famous people who liked to stand out in a crowd. When Meyers tried to explain that this was the firstLike Elvis, the Stutz was a pioneer in style and had Stutz available from the factory and that he neededa unique appeal to those wanting to own and drive it to show other Customers he was trying to sell to,a show stopper that was way ahead of its time. Elvis asked him, “How do you think you will sellMany of the popular stars of Hollywood liked the more cars, when you drive it, or when the peopleStutz cars and according to legend, the first one see ME driving it around.” Apparently Mr. Meyersthat Elvis bought came close to falling into the got the point and ended up selling it to Presleyhands of Frank Sinatra who wanted it himself. and bumming a ride back home from the King.There were many Hollywood stars who owned Elvis owned five Stutzs’ during his lifetime,Stutz automobiles as they were famously but his favorite car of all was a 1973 Stutzexpensive in their time and had such an unusual Blackhawk III. He would occasionally lend hisstyle of luxury that attracted that kind of other cars to friends to drive, but not that one.owner. They were considered at the time to be Elvis would often take this car out by himself onthe world’s most expensive automobile, as the late night drives from Graceland. Tragically, itprice in 1984 could range anywhere from was the last car he ever drove just hours before his$115,000 for the Blackhawk coupe to nearly death on that fateful night of August 16th 1977.$300,000 for the Royal Limousines. That wasa lot of money for a car in those days. Frank The King still lives on in our memories, and forSinatra and Dean Martin both had Stutz cars many of us Elvis remains as much of a legendand so did Evel Knievel, Sammy Davis, Jr. and today as he was back then. A few of his StutzBarry White. Lucille Ball owned a ’71 Blackhawk automobiles can still be seen in the Elvis Presleythat she allowed to be put on display in the Auto Museum at Graceland, including theImperial Palace Hotel and Casino Auto 1973 Blackhawk that he drove on the day heCollection in Las Vegas. died. And, like Elvis, they still hold the magical mystique that drew him and other famous peopleProduction was very limited and it is believed to them. Who knows, maybe he’s drivingthat just over 600 cars were built during the around in one right now up in heaven. He mightreformed company’s first twenty-five years in even let Frank Sinatra take a turn at the wheeloperation (1971–1995). Sales began to wane every now and then just for old times sake.in 1985 and continued to do so on until 1995when they stopped producing new cars. Yet www.davidlewis.comrecently, under the leadership of President and14 Dealership OverDrive

“Since signing up with David Lewis & AssociatesIn-House Dealership Training, our profits have doubled.” Scott Casebeer Dealer / Capital Auto Group Salem, OregonIN-DEALERSHIP TRAININGSales Training • F&I Training • Internet/BDC • Sales Management • Fixed OpsOur intensive in-dealership training programs are typically one to two days, every four to five weeks. Eachmonth the trainer will focus on a different area predetermined in advance by you and your managementteam. Each training day is divided into 2 repetitive sessions to enable everyone to attend. All training is in astructured environment with workbooks and assignments to be completed for the next visit.TRAINING • Course materials • DLA Online Training • DLA LIVE • Access to our Philadelphia Training CenterTraining Staff - All Training is conducted by DLA Certified Trainers who are employed by David Lewis & Associates.Our Trainers have extensive backgrounds in specific areas of the Dealership and come from a wide range ofRetail Automotive experience. Feel confident that your Dealership will engage in a superior Training Programwith a strong curriculum and top-notch Trainers. 800-374-3314 or Visit us at: www.davidlewis.comwww.davidlewis.com Dealership OverDrive 15

Howto Deal with IN SERVICEAccording to a recent article on Women- Female Customers today often have a lot more Drivers.com, over 70% of females who knowledge about the specifics they want in a car visit a Dealership Service Department than men do. If you think you can sell themstated that they left feeling uncomfortable about something simply because you thinkthe entire experience. Since women account for they want all of the gadgets theyover 65% of Customers coming in for service, it can get, then you may be surprisedis an issue that is really worth our consideration by how knowledgeable they areif we want to earn good Customer satisfaction when it comes to such things. It’sscores for how we handle their service needs. the same scenario when it comes to service repair on theirWomen are more emotional when it comes cars. Do not think that justto anything having to do with their vehicles. because they are women,16 Dealership OverDrive www.davidlewis.com

you can get over on them. They want to be treated Here are somefairly and absolutely despise condescension when suggestions thatthey sense it is being directed towards them. will make a big difference withIt is important to note that a larger percentage female Customers:of women participate in manufacturer surveysthan men. A large part of this has to do with Get rid of couches in the service lounge.manufacturers making such an effort to discoverwhat it is that females want in their vehicles. 1 Women want their own individual seat andNot only do women make up the majority of car also appreciate it when the magazines arebuying decisions, but according to a recent article not all about sports and race cars.in Forbes magazine in 2014, there were more Learn to make eye contact with your femalefemale registered drivers in the US than men.So, if you have a problem when it comes to how 2 Customers. It is a tremendous sign ofto treat women in your service department, you disrespect when you cannot look someonemight want to take notes. in the eye while you are talking to them. Take the time to introduce yourselfThe future of your business rests largely in thehands of women. Females make up the biggest 3 professionally to your female Customers.part of your Customer base and that will become Listen to what they have to say and respectmore prevalent as we move into the future. And their observations about what problemsince they are the Customers filling out the they are having with their vehicle.manufacturer surveys, how you handle them Explain the process of what you are doingcould affect your dealership in a very big way. 4 in detail. They like to make their ownIf most of them are presently leaving our service decisions and are clearly capable of doingdepartments unhappy, what can be done to turn so when they are treated with respect.things around and get them where they shouldbe? If our best Customers are not satisfied 5 Explain all necessary services in detailwith what we have to offer what is to keep them and do not just assume that they do notfrom going elsewhere when they need service understand what you are talking about.for their vehicles? Avoid any off-color jokes or profanity, asLearning the proper way to treat your female 6 well as distasteful posters on the walls inCustomers can not only add to your CSI, but can your shop or waiting area. This shouldalso increase your business and profits substantially. apply to all service employees that comeAdditionally, women tend to share with their in contact with Customers.friends and social media networks about howbusinesses treat them. If they are happy with the 7 Offer more conveniences like shuttleservice they receive at your Dealership, they will service, loaners or rental cars. most likely tell their friends about it and recommend Dealership OverDrive 17 you when they have a need for service. All in all, it’s a good time to evaluate how you handle the female Customer who comes to you for service. Making sure that you are doing the best you can to accommodate them is not only the right thing to do, but a real investment in the future health of your business. www.davidlewis.com

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Over the last few months, we have worked place within seconds of meeting someone and hard to develop a new course on Business they are hard to reverse. You only get one chance Etiquette. This is certainly important for to make a great first impression and if you blowanyone wanting to reach their true potential in that, recovering from it is not easy.this business and help create a great Customerexperience. It is tempting in today’s casual social In a Dealership environment, our businessclimate to fall into poor habits when it comes etiquette is extremely important. How we dressto this extremely important part of our skill set. and how we carry ourselves can often be an instant decision maker for whether or not aAll of us are aware of the value of first Customer wants to deal with us. Though it isimpressions and should understand how not common today to hear the term ‘Dressimportant they can be. First impressions take for Success,’ it is no less important than it haswww.davidlewis.com Dealership OverDrive 19

New Course: Business Etiquette, continuedalways been. Those who are disheveled in theirappearance and personal hygiene limit theirbusiness to a certain kind of Customer.Our verbal skills and our body language can betremendously influential when it comes to sellingCustomers on the idea of purchasing from us.People want to feel like they are dealing witha professional when making a large purchaseand how they feel about that can be greatlyinfluenced by our appearance and mannerisms.Are you timely with your appointments? Doyou feel good enough about your personalappearance to have the kind of confidence thatdraws people to you? Do you understand howCustomers translate these things into the respectyou have for them? You represent more thanjust yourself when you are at the Dealership.Learn how to maximize your business etiquetteand gain your Customers respect. This is thebest way to get a good chance at earning theirbusiness and keeping them as Customers for life.Contact us today for more information on our newcourse in ‘Business Etiquette.’20 Dealership OverDrive www.davidlewis.com

“I only have a limited amount of time..”Customer Obstacles are some of the most programs at David Lewis & Associates. What challenging things that car Salespeople we have discovered is that if you eliminate deal with on a regular basis. This is one the pressure and the threatening questions andof the most popular subjects when Salespeople focus your sales presentation on relieving theattend any of our training courses because it Customer’s defensive posture, they will tellpresents such difficulty for them. Obstacles you the things you need to know to help themare not really a problem as much as they are accomplish their purchasing goals.a symptom of a bigger problem: how to dealwith Customer defensiveness that was initially Customers want to be in control of their owncreated by our own sales methods. decisions. Car salespeople have been taught for many decades to control the Customer. When aWhen I first began selling cars, I was confronted Customer sees a car Salesperson approaching,with the fact that many of the people I worked they will often throw out an obstacle to shortcutwith believed that all Customers were liars and being pressured with things they are not readythat they would tell you anything to get a better to talk about. The best way to overcome thisdeal. I am certain this is where the old ‘buyers is to be unique and inspiring and surprise theare liars’ mindset came from. As I began to study Customer by being different from how theybetter ways to be successful in my new career, usually expect a car Salesperson to be.I soon concluded that the reasons Customerslied to us was because of the questions we One of the most common Obstacles you willasked that put pressure on them to answer things hear from a customers is, “I only have a limitedthey weren’t ready to answer. The trial closes and amount of time.” This is part of the defensivethreatening questions that we asked were causing posture the Customer takes when they don’tthem to lie, often just to get us off their backs. want to be hammered with questions. Sometimes they have predetermined that they would spendNow, over 30 years later, this knowledge has only a few minutes at the Dealership just to avoidbecome a central part of our sales training this problem. Often, a couple will make thatwww.davidlewis.com Dealership OverDrive 21

“I Only Have A Limited Amount Of Time...”, continued and services are the best you will find anywhere.”agreement before coming into the Dealership It would be hard for anyone to consider thatas a way of ejecting themselves from the approach to be a pressure tactic. Instead it says,problem of dealing with a high-pressure “We are here to help you.” If there is a betterSalesperson. If the Salesperson approaching them way to preserve the Customer’s dignity, releaselooks especially hungry, they will shift into their their defensiveness and let them know that‘we only have a limited amount of time’ gear and you appreciate the opportunity to earn theirtry to make their escape as soon as possible. Of business, I can’t think of what that might be.course there are those who in fact do have onlya few minutes and may be on their lunch break By using the unique verbiage ‘informationalor just happened to stop at the Dealership to see gathering event’ you disarm the pressure thatthe new models and get some brochures. In most comes from the Customer thinking you arecases this is just a defensive mechanism used only interested in making a sale today. Thisto avoid the tactics they expect Salespeople to doesn’t mean that you don’t want to make a saleemploy in their attempts to make a sale that day. today, because you absolutely do. But, more importantly, you would prefer to earn a CustomerWhatever the reason, the Salesperson usually for life. If that is your priority, this is a much betterhas two choices. They can ignore the Customer, way to do it than the pressure tactics that aregive them a card and let them help themselves commonly used in this situation. When you followto the brochures or they can ignore the obstacle that statement with the unique verbiage, “I’mstatement and start the combative process of going to let you control the clock” and “I cantrying to take control of the situation and the get you any brochures and pricing informationCustomer. However, there is a third choice that for you to take home to consider”. You havethe Customer is not expecting which can catch made a clear declaration to the Customerthem pleasantly off guard and help release their that says, ‘This Salesperson is different fromdefensive posture. By using unique verbiage, others and definitely not what I was expecting.’you can overcome the Customer’s obstacle andhelp them feel more comfortable about dealing You see, it isn’t the obstacle that needs to bewith you. overcome, it is the mindset that Customers have about our business and the perceptionThe response that we teach for overcoming they have about most car Salespeople, a mindsetthe statement ‘I only have a limited amount of which was largely created by us.time,’ is “That’s not a problem. Can I assumethat means you do not have to buy a car today? Perception is reality and the best way to changeGreat, that takes all of the pressure off of me. their perception is to change your reality. BeLet’s consider today’s visit as an informational the person the Customer really wants you to be.gathering event. We can look at all the cars we Respect the fact that they have come to youhave and if time permits and you do see a car looking for help to spend tens of thousands ofyou like, we can still take it for a drive. What I their hard earned dollars on a vehicle. If you do,am going to do is let you control the clock. Just there is a good chance they will spend that atgive me five minutes notice before you need to your Dealership. Recognize that they have aleave so I can get you any brochures and pricing right to expect to be treated fairly and honestlyinformation for you to take home to consider.” and if they are not treated that way, they have a right to go elsewhere.With this statement, you catch the Customercompletely off guard from what they would nor- We must never forget that Customers are ourmally expect a car Salesperson to say. You are only form of income. Without them, we not onlyletting them know that you are there to serve them. don’t sell cars, we don’t have any cars to sell.It’s like saying to the Customer, “I understand that When you work with the Customer to help themyou have a right to shop however and wherever solve their problem and reach their goal, you willyou want. In our Dealership, we are a bit different in turn be helping yourself reach your goals offrom most and we respect your right to look earning a good living and building a great career.around. In fact, we encourage you to shop aroundbecause we have confidence that our products www.davidlewis.com22 Dealership OverDrive

Are Trial Closes Effective? You may have been taught that Trial Closes are the way to get the Customer to take mental ownership of the car you are trying to sell them. They have produced results over the years or car Salespeople would not use them as much as they do. Trial Closes can be effective, but the real question is when to use them successfully. Trial Closes similar to, “If we can come together on terms and numbers, are you ready to buy the car today?” have certainly had their day in the car business. Here lies the situation: They are from a time when Customers did not have a lot of choices because they were accustomed to being pressured by car Salespeople through intimidation tactics. The customer was never in control and was rushed to make a decision before they were ready. This left the Customer feeling cheated, and as a result, caused them to go elsewhere the next time they bought a car. Today, Dealership training programs work with a class of buyers that are more hesitant to make a final decision knowing that there are so many options to choose from at a variety of Dealerships. Trial closes make people more defensive and they create an atmosphere of pressure. Automotive Sales Training often teaches us that we should sell on our feet and negotiate on our seat. Yet, the minute you utilize a trial close, you are in essence asking the Customer to buy, which begins the negotiation process. What if the Customers response is negative? By avoiding the Trial Close, you do not lose anything. In most cases, you will have the opportunity to ask for the sale when you sit at your desk. Why risk it prematurely? Also, consider this,; If you choose to utilize a Trial Close and you get the response you were hoping for, would you have received the same response if you had waited until you were at your desk? Is the risk worth the gain? These are the types of questions David Lewis addresses during his in-dealership training programs around the country.www.davidlewis.com What are your thoughts? 23 Dealership OverDrive

BTImhepeinogrtaanLcEeADofER Part 1This article is the first in a six part series on Leadership. In the next several issues, predicted that America was going to become an I will offer another article each month informational society where the primaryand reveal proven steps and requirements for commodity would be knowledge and ideas. Thatbecoming a successful Leader. Whether you are certainly has come to pass with the Internet andalready in a supervisory position and have a desire modern communication technologies. Where onceto improve your skills, or you want to become a personal connections were a key to reaching theLeader, but are seeking the knowledge on how to top, today we can truly say “it isn’t who youaccomplish this, then this series is for you. I hope know, but what you know” that will decide whoyou will commit the time and effort to stay with will become Leaders in today’s world.me through this entire series as I know you willbenefit greatly if you do. Though the requirements of Leadership may be changing, the need for Leaders is not. In fact,In the latter part of the twentieth century, the the evidence shows that we are in desperate needbuzzword about the future was ‘Information.’ for new Leaders today like never before. ThatMany social scientists and business experts certainly is true for the retail automotive industry as we work to develop new methods24 www.davidlewis.com

The Importance of Being a LEADER, continued below them in the pecking order. They ruled by authority and fear of loss rather than by guidingand practices that will reform our business and and inspiring others through their own knowledgetake away the negative stigmas that have for so and example. It was a style of leadership designedlong been a part of our public reputation. around the idea that right or wrong, the boss is always the boss, and if you wanted to keep yourToday’s industry Leaders are not defined by how job, you just did what you were told.long they have been in the business, but rather arechosen for their ability to innovate and adapt to Often, those who were bosses would garnerwhat both the Customers want and their staff loyalty from certain employees by giving themneeds. Many of our most successful people today favored status if they never questioned theirrose to the top before they were even in their Leadership and kept the boss informed of anyonethirties. They did this by fearless innovation who wasn’t living up to those standards. Thoughand the ability to see and meet the needs I am saying this as though it was a practice of theand desires of the Customer and their staff. past, the reality is that even today there are many in positions of authority who still operate thisWith that in mind, there are few industries that way. However, time changes everything, and theoffer more potential for Leadership than retail marketplace is alreadyautomotive. It is still one of the most favorable beginning to reject thatcareer paths that do not require a formal education method of Leadershipin order to be successful. Anyone who will work as flawed and ineffectivehard and make a determined effort to invest in in today’s business world.their own personal growth and development canfind great opportunity in our business.“People ask the difference between a leader and a boss. The leader leads, and the boss drives.” - Theodore RooseveltHowever, being a Leader isn’t for everyone and In my book, ‘The Leadership Factor,’ I write aboutbeing in charge doesn’t necessarily make someone the Five Essential Elements of Leadership. Overa Leader. It is the ability to draw others around your the next six weeks I will introduce these fiveideas and efforts that will distinguish Leaders from concepts one at a time and discuss how they areothers, and to quote an unknown source, “A Leader acquired and demonstrated in the developmentwithout followers is just someone out taking and practice of Leadership. These principles area walk.” Too often, businesses and enterprises a combination of knowledge accumulated throughfail because the person expected to create success my own determination to become a better Leaderdoes not possess or demonstrate the skills and and through my personal observations from overqualities required to lead their team to victory. thirty-five years working in the retail automotive industry directly or as a consultant and trainer.There are many misconceptions about Leadershipthat are based on the old model that came out of So, join me in our next issue of ‘Dealershipthe Industrial age. In that model, a Leader was Overdrive’ where I will introduce the first ofsomeone who could drive others and often worked these ‘Five Essential Elements of Leadership,’in an isolated environment where they did their which is The Ability to Influence Others.job by issuing commands to those who worked Dealership OverDrive 25www.davidlewis.com

For most car Salespeople, the Demonstration any other particulars that they feel are worthy of Drive is seen as an opportunity to put the special attention. Customer behind the wheel of the car theyare looking at and let them drive it around to While all of this is going on, the Salespersonsee how they like it. They will first instruct the will usually drop an occasional trial close likeCustomer on how to adjust the seats and work the “Wouldn’t this car look great parked in yourseatbelts before they guide them safely out of the driveway?” or “Where do you think you might golot and point them in the direction of their already for your first trip in your new car?” The subtletydesignated demo route. This usually consists of a is sure to impress the Customer even thoughright turn out of the Dealership after which, they they haven’t really decided yet whether or notdrive a few blocks before they make the next right they even like the car. With that put aside, if theturn and then two more right turns until they are Salesperson is really confident, then they haveback at the Dealership, where they started. done a good job and the Customer is ready to buy the car, He or she might instruct them to “parkIf the Customers are a couple, the Salesperson will the car in the sold line” to warn off any otherusually sit in the back seat and start pointing out Salesperson who might see it and try to sell itall of the special amenities the car has to offer such to someone else.” This of course, is designedas the stereo system or the comfort of the seats. to create a sense of desperation that willHe or she may encourage the driver to ‘give it a motivate them to make their decision beforelittle gas’ just to see how it accelerates and then it’s too late and another Customer makesmay even point out how well the brakes work and it for them.26 Dealership OverDrive www.davidlewis.com

The Benefits Of A Lengthy Demonstration Drive, continued everything the car has to offer them if they choose to buy it.Now, back at the Dealership, the Salespersongets out of the vehicle with the Customers, lifts Maybe they’re looking at a new minivan for thethe hood and points to several engine parts they family. Why not take them to the nearest baseballdeem important and gives the standard external or soccer field and let the soccer mom visualizewalk-around that sounds just like the one the her kids and their friends comfortably and safelylast Salesperson they spoke with gave them at piling into the new family van with a drop downthe Dealership around the corner. All of this television screen and plenty of room for thetakes a combined total of 5 to 10 minutes and is soccer balls and cooler in the back? Moreover, ifintended to give the driver a chance to take mental it is close to the time that the kids are getting outownership of the vehicle so they will quickly of school, why not go and pick them up so theyhead to the sales office and happily sign the can get in on the excitement as well?paperwork and take home their new car. Whoever it was that came up with the idea that aIf this is how it’s usually done in your Dealership, demo should be a four-turn trip around the blockI can only say in the words of the current should be put on display in the Yugo Museum.generation: BORING! HIGH PRESSURE! Hey, maybe that’s why they started doing it that way in the first place, so they could guarantee theyThe Demonstration Drive should be the high would be back at the Dealership before any partspoint of your sales presentation. This is where the started falling off the car.Customer really gets to experience first-handeverything you have told them about the car and Buying a car should be a fun and excitinghow wonderful it is. Instead of the designated experience. The Demonstration Drive shoulddemo route, why not give them the liberty of be the part of your sales process that brings outdriving wherever and however they want to the emotional juices that say to the Customer,drive so they can compare this car to the one ‘this is the car for you.’ Let them fall in lovethey now own? Maybe they would like to see with the vehicle on their own. If they like thehow it drives out on the highway they regularly experience, you won’t have to talk them intouse. This is their time to experience the car. taking mental ownership, they will do that all by themselves.Let’s not start selling the Customer and trying topump them up with exciting explanations about all The Demonstration Driveof the special benefits and the great deal you’re should be the high pointgoing to give them. This is the time to let the car of your sales presentation.sell itself with minimal interruptions from the backseat. The less visible you are the better. In fact, if - David Lewisyou say absolutely nothing, you may soon find theCustomers forgetting you are even there and start Dealership OverDrive 27talking to each other about what they like and whatexcites them the most about the car.If you do suggest anything, it might be to stop at abeautiful scenic area where you can do the externalwalk-around against a visual background that addsto their excitement. We’ve all heard that selling islike acting. Well, this is theatre in its most naturalenvironment. Picture them standing next to a newconvertible with the wind blowing over a beautifullake in the background while you show themwww.davidlewis.com

One of our current projects is the development This is why a written service report is absolutely of our new curriculum for training Service critical. When these are done well, it includes Advisors and others who work in Fixed the results of any diagnostics that have been doneOperations. This is such an important area of and what you’re going to do to make the repairs.any successful Dealership. With people keeping By making sure that the customers understandtheir cars longer and driving them further today, your actions and solutions, you can often reduceit will become even more important in the future. the chance for misunderstanding and create a sense of trust with the Customer. Some people take theirOne of the problems that we have found to be vehicles very personally and they are reluctant to letprominent in this area is communication between just anybody work on them. You can’t blame themthe Customers and those who work in the Service for that. Good communication can often eliminateDepartment. If Service Advisors and Techs do not this as a problem for both you and the Customer.have a clear understanding of how to communicatewith Customers in a way they understand, Some Service Departments have an Open Waitingthere will always be a wall that separates them. Area where Customers can see into the shop whereWith the rapid advance of Secondary Repair their car is sitting. They may see the technicianShops, those of us who recognize this growing just standing next to a diagnostic machine andtrend know how important it is to have a clear never even look under the hood or get underneathcommunication with our Customers if we want the vehicle. After fifteen minutes or so, if thethem to stay our Customers. Failing to learn how ServiceAdvisor comes in with a Diagnostic Report,to have clear communications with Customers, they may wonder how that came about since thecan leave them confused about what we are doing technician seemingly did nothing to the vehicle.and suspicious about our intentions and motives. If they are left without any explanation, it is understandable how they might be confused orOftentimes, experts have a difficult time even concerned. Since they are probably notcommunicating what they do to people outside aware of how the computer diagnosis works,of their profession. If you have ever tried to get they may conclude that they are being chargedclear information from your doctor, you may for the tech sitting around playing a video game.understand what I’m talking about. Sometimes, This is never good.things get lost in communication when we don’ttake the time to explain ourselves clearly. That By taking the time to clearly explain what isdoesn’t mean we have to cover all the technical being done in a language that non-technicalaspects and language that is part of modern Customers can understand, you can saveautomotive repair. But, it is important that we yourself a lot of trouble and reduce the chancetake the time to make sure that our customers of having to deal with a frustrated Customer.understand the problems their vehicles are havingand what must be done to fix them. It’s always In many cases, Service Customers alreadybest to put yourself in your customer’s shoes think they are being charged way too much.if you want to understand what they feel like. If you have a sign on the shop that outlines the28 Dealership OverDrive www.davidlewis.com

Fixed Ops: Terms They Can Relate To, continued and how you will explain things to a Customer is well worth the effort. It is also a big part of ahourly rates, this can be extremely frustrating to Service Advisors job. Just think about the termCustomers. They may be a college educated Office ‘Service Advisor.’ Who are they an advisor too?Manager at their company making $25 an hour and Isn’t that the Customer? This is just a part ofwondering why an automobile mechanic is getting the ‘Advisor’ aspect of the job: making sure thepaid $100 an hour. You can see how this could Customer understands what is being donequickly result in a suspicious Customer who thinks and what they are being charged for when thethey are being taken advantage of by the Dealership. bill arrives.Terms like Control Arm, PCV Valve or Timing Beltmay make perfect sense to you, but that doesn’t Happy Customers are like money in the bankmean the Customer has any clue what you are for a Service Department. When someone findstalking about. When you tell them their ECM is a good repair shop they like and trust, they aremalfunctioning and just leave it at that, you may likely not going to walk away. Whether that shopfind them a little disconcerted when you present is yours or the Secondary one down the street,them with the repair bill for several hundred it is up to you. If you provide excellent service atdollars. I assure you they will not feel like they a reasonable price and the Customers feel likeare the ones at fault. You may not have any ill they are being treated well, they are likely tointentions, but it sure won’t feel that way to the keep coming back whenever they need service onCustomer. These are important and expensive their vehicle.issues that can make a big difference in howthey feel about you, your Service Department Part of that ‘excellent service’ is making sureand your Dealership as a whole. they know what they are getting for their moneyTime and again, the biggest problems require and why that is important for maintainingsimple solutions. Timing is everything and their vehicles in tip top condition. Take thedelayed explanations are not the best way to go time to make sure your Customers understandabout dealing with auto repair problems. Taking these things and you will be glad that you did.the time to think about what you are going to saywww.davidlewis.com Dealership OverDrive 29

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UpcoSmcihnegduleJune 15: The Concept of Inspirational SellingJune 16: Customer Perceptions of UsJune 17: Common Hiring MistakeJune 18: Why Customers Shop on the InternetJune 19: Meet & Greet Obstacle – I am Just Looking Can I Walk Around AloneJune 22: Sales Myth: Buyers are LiarsJune 23: The Four Rules of Sales - Rule #1June 24: 3 Reasons Why Most Lose MotivationJune 25: The Benefits of a Lengthy Demonstration DriveJune 26: Qualities of a Strong LeaderJune 29: Why Customers are So DefensiveJune 30: The Pitfalls of Pressure Words and Statements The 4 DLA Phone Up Steps July 1: F&I: The Customer Statement July 2: Prospecting in Service July 3: The Pros and Cons of Goal Setting July 6: Qualifying the Customer into the Right Car July 7: Characteristics of a Strong Leader July 8: BDC: The Importance of Dialogue July 9: The DLA Objection Steps July 10: The 3 Ingredients to Being a Successful Coach July 13: F&I: Objection – The Price is to High July 14: What to Demonstrate During the Service Walk July 15: What is an Internal Presentation and How it Increases the Rate of Demo Drives July 16: Common Motivational Mistakes July 17: The 7 Most Important Words to Closing a Deal July 20: BDC: All I Want is a Lease Payment July 21: Sales Management: The Trade Pendulum Effect July 22: The Demonstration Drive Route July 23: How to Coach an Uncoachable Person July 24: F&I: The Pros and Cons of Menus July 27: The Goal of the Inventory Walk July 28: BDC: Email Etiquette July 29: Goal Setting for Success July 30: The Definition of Success July 31:www.davidlewis.com Dealership OverDrive 31

ENTRY LEVELUnderstanding the Fundamentals of a Service Department • Understanding the Service Customer • Delivery ProceduresPhone Strategies / Setting Appointments • The Basic Steps to Selling in Service • Effective Walk Around PresentationsWords Tracks for Selling Success • How to Handle Customer Objections How to Create a Quality Repair OrderADVANCEDPhone Strategies / Setting Appointments • Sales Processes Customers Will Appreciate • How to Deal with StressEffective Walk Around Presentations • Advance Step Selling Techniques • Objections ResponsesHow 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 For More Information Please Call 800-374-3314 ext. 215 Or visit us online at: www.davidlewis.com