2016 FEB - DLA OVERDRIVE

Dealership FEBRUARY 2016 TM A David Lewis & Associates PublicationMANAGEMENT You Manage Processes and You Lead People Why Salespeople Do Not Prospect Why Winners Work Harder Than LosersStress In The Workplace; Part 2 - Physical Signs

Publisher’s Note Dealership TM Message from David A David Lewis & Associates Publication Now that 2015 is behind us FEBRUARY 2016 and we are forging ahead into the New Year, it’s a good time to PUBLISHER check our attitudes, as well as our goals David Lewis and plans, to make sure we know where we are headed and how we plan to get [email protected] there. In spite of the fact that there are many troubles in the world around us, GRAPHIC COORDINATOR there are still great opportunities to be Brian Smithfound and we should set our sights on the positive things that the futurestill holds for us if we work smart and have faith in the goals we have [email protected] a great, successful year. SALES DIRECTOR2015 was a tremendous year of growth for David Lewis and Associates Mary Mannellaas we added several new courses to our training programs, opened ournew DLA training center in the Metro New York/New Jersey area, and [email protected] my latest book, ‘Winners vs. Losers.’ Our new online trainingcourse for Service Advisors is already getting a great response and with TRAINING LIAISONthe soon to be released online course for Service Managers, our fixed Priscilla Youngops training programs are moving ahead at full speed. [email protected] of us have dreams we would like to see fulfilled for ourselves andfor those we love. An automobile dealership is a great place to put our CIRCULATION / SUBSCRIPTIONSbelief system to work because every day is another opportunity to do Jennifer Pottersomething for others that will benefit us as well. How we serve ourCustomers and the opportunities they give us to improve our lifestyle [email protected] going to determine how much we value the potential we have in theautomobile business. There are very few careers that offer a way to MEDIA LIAISONdetermine our future by what we do on a day-to-day basis. We can set Molly Parkthe bar as high or as low as we want, and the level of attention we giveto every Customer we have will determine how high we go toward [email protected] our goals. CONTRIBUTING WRITERSHave you determined what you want to accomplish in 2016? If you Dino DeLucahaven’t really thought about it yet now is the time to do it. With onlyone month behind you, there are still eleven more to go and you can [email protected] every day how much you are willing to do to achieve thesuccess you desire. Before this day is over, make a commitment to Becky Nixonwrite out your goals for this month, this quarter, and for what youwant to accomplish this year. Put them where you can see them every [email protected] and go over them regularly to remind yourself what you want toachieve. View each day as a step to the top of the mountain you want Brian Shermanto climb and take personal responsibility for your success or failureevery day. [email protected] is going to be the greatest year yet if you truly want it to be so. Bill TaylorYour goals and success are up to you just as mine are for me to determine.Now let’s both get to work and make them come to pass as we tackle [email protected] new opportunity as if we already know what lies ahead. Truly,tomorrow is a mystery. But it’s what we do today that will make the Dealership OverDrive magazine makes every attempt tomystery turn out to be the next great step in the rest of our lives. ensure the accuracy of all published material. However it cannot be held responsible for opinions expressed or factsDavid Lewis - President, David Lewis & Associates, Inc. supplied herein. Nothing may be reproduced in whole or in part without written permission from the publisher. All2 Dealership OverDrive rights reserved. The publisher encourages you to submit suggestions. Submitted materials become the property of David Lewis & Associates, Inc. and will not be returned. Send material for publication to 10 Suntree Place, Melbourne, FL 32940. The editor reserves the right to edit material; submission of material constitutes permission to edit and publish that material. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is presented with the understanding that the publisher is not engaged in rendering legal, accounting or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. From a Declaration of Principles jointly adopted by a Committee of the American Bar Association and a Committee of Publishers. www.davidlewis.com

contents 4 Stress In The Workplace; Part 2 - Physical Signs 7 The 3 Things You Manage In The Service Department 10 Why Salespeople do not Prospect 12 BDC Department: Don’t Sound Desperate 14 Management: You Manage Processes and You Lead People 16 The Difference between a Service Writer and a Service Advisor 18 A Check Up from the Neck Up 24 C’mon Get Happy - The Partridge Family Bus 26 Why Winners Work Harder Than Losers 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

Stress in theWorkplacePart II Physical SignsStress is so common in today’s world that we often take it for granted and simply assume it is part of our fast paced way of life. It is important to know otherwise. Workplace stress posesmany dangers and can strike suddenly or cause physical, mental andemotional health problems that gradually deteriorate and endangerour well being.Aches and pains are common physical signs of stress. Often, such pains come from the tension that we feel whenThere are many physical signs of stress which suffering from stress and anxiety. Tense muscle and ligaments can definitely cause aches and painsoccur on a daily basis but are often mistaken for similar to intense physical activity. Stress cangeneral tiredness or sore muscles. Aches and pains4 Dealership OverDrive www.davidlewis.com

also cause someone to grind their teeth a lot which are stressed about. This can create an overactivecan create stiffness and pain in the jaw and neck mind that cannot break free from thinking aboutmuscles. Aches and pains that appear for no ap- the problems that are causing stress and increaseparent reason can be warning signs that our sleeping problems even more.body is reacting to stress and might requireprofessional medical or nutritional attention. ProcrastinationNausea or Dizziness Stress often causes a lack of self-confidence and the unwillingness to make a commitment to startNausea and dizziness can both be frequent or finish work that needs to be done. Confusionindicators of stress. Dizziness is often caused by and a lack of certainty can de-motivate a personinner ear infections but can also be stress related. and cause them to procrastinate about things thatNausea can be the result of dizziness and both are important and in need of attention. This is aare common symptoms when the body, mind or self-perpetuating problem that costs more stress,nervous system is overworked. If stress is causing often leading to further procrastination.someone to consume too much sugar or caffeine,it can produce blood sugar problems and bring on Use of Alcohol, Drugs or Cigarettes to Relaxnausea and dizziness. Vertigo, lightheadedness ora feeling of weakness, as well as the depletion of Some try to eliminate stress with temporaryenergy can also be stress related and are warning solutions such as smoking or drinking alcohol.signs that should be looked into if they persist. These certainly can have a temporary calming effect on one, however once it wears off, the stressChest Pains or Rapid Heartbeat returns and is often elevated. Like overeating, alcohol and nicotine act as a temporary stressOften, people go to the hospital fearing a heart reliever or diversion to take the mind away fromattack, when, in fact, they are suffering from the problem. If there is no permanent solutionstress related problems. Acid reflux, unusual to what is causing the stressful environment andheart rhythms and chest pains can definitely this cycle continues, an abuse or addiction tomimic a heart attack and are often stress related. substances can be the end result.Additionally, stress can affect blood pressurewhich can lead to other problems related to the Nervous Habit (Nail Biting, Pacing, etc.)heart. Regular exercise and avoiding caffeine andsugars can make a positive difference in this area. Nervous habits are a common symptom of too much stress and can often have a negative effectEating More or Less than Normal on your confidence and the way your peers and Customers perceive you. Nail biting or nervousIt is common to have workplace stress play a part pacing can become problematic and are anin eating disorders or poor eating habits. Someone indication of insecurity or an inability tosuffering from anxiety may try to lower the concentrate. Nervous ticks or other things thatnegative effects of their stress by eating more or indicate stress related habits can be easily reducedless than normal. This only tends to increase the or eliminated when the cause of the stress isstress levels to create a vicious cycle that can lead addressed. Learning to recognize stress and howto more serious problems. it is affecting the work we do is critical for our long term health and well-being. Our ability toTrouble Sleeping excel and reach the top of our potential depends on maintaining a healthy and happy life. DoingOne of the most common symptoms of stress is what we can to eliminate negativity and stress ininsomnia or the inability to sleep well. Stress can our life can go a long way in making this a realitycause us to focus intently on the things that we in our everyday life and career.www.davidlewis.com Dealership OverDrive 5

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

OFIXPESDThe 3 Things you Manage in a Service DepartmentIf you are Service Manager in your Here are the 3 Things you Manage as a Service Dealership, it may seem like your work is a Manager: myriad of never-ending problems you dealwith day in and day out. If you’re not planning The reality is there are only 3 things you managepromotions, buying equipment, hiring new staff or in a Service Department. How well you organizedealing with personnel or Customer problems, the them and develop your team to fulfill their jobsrest of your day is probably a combination of these will define your success or failure as aand other responsibilities from the time you arriveuntil you go home exhausted from the day’s work. Continued on next pagewww.davidlewis.com Dealership OverDrive 7

The 3 Things you Manage in a Service Department, continued products and skills they have to offer. Customers want to know they will be treated well when theyService Manager. Learning how to systematically come to your Service Department and they wantdefine and organize your areas of responsibility, assurance that the quality of the work they receiveas well as those of your staff, will allow you to is up to par. Recognizing this as your primaryminimize crisis and maximize efficiency in your responsibility will make your job as ServiceService Department. Manager much easier, less stressful, and certainly a lot more fun and profitable as well.1. People Often, managers feel they must put distanceAs a Service Manager, the first thing you manage between them and their staff members in caseis people. The people who make up your team rely they need to discipline them or let them go. It’son you to set a plan of action to accomplish what true that a Service Manager has a lot of workneeds to be done every day. This starts with hiring that requires them to close their door. However,the right number of people with the right skills once that is done, they should stay in closeneeded to manage the business you already have. proximity with their staff members, encouragingOnce you have done that, you can then set growth and incentivizing them to be the kind of peoplegoals that will allow you to stay on top of the that will deliver the products and services youCustomers’ needs without having too few or too have to offer to the best of their abilities.many staff members to get the job done and makea profit for the Dealership.Your ability to establish and develop a team 3. Profitenvironment in your Service Department willmake all the difference in whether or not you can In spite of what some may think, profit is areach the highest levels of success available. The good word. Without it, your Customers won’tleadership style you choose will define how your experience the full benefit of what your Dealershippeople respond to you and how they will has to offer and you won’t be the Service Managerview the potential of their own careers in your for long. But, profits don’t show up on the booksService Department. If you manage strictly by just because you have people pulling into theyour position and authority as a Boss, you may service line. Your ability to manage the peopleget the work done, but the environment of your and resources you have to create profits for theService Department and attitude of your staff will Dealership is what keeps the machine runningsuffer. In the same way, if you view your people and builds your career, as well as that of thosestrictly as resources to accomplish the financial who work in your Department.goals you are trying to reach, you will be viewedmore as an Administrator than a guide to the Having a well-managed staff that works togetherpeople in your Department. as a team frees you up to handle all that is required of you as Service Manager. When your peopleThe better you get to know the individual people are happy and excited about their jobs and yourwho work for you and what their talents, gifts and Customers are satisfied with the work they receive,goals are, the more equipped you will be to lead the profits become just a matter of numbers. If youthem and inspire them to achieve the goals you have these first two things in place, learning howhave set for them as their manager. to manage a highly profitable Service Department becomes much easier. As with all things, your2. Product attitude determines your altitude. If you know what is expected of you and apply logical andYour product as a Service Manager consists of reasonable steps to manage the people, productsthe quality of service you deliver and how well and processes of your Department, the profitsyour team serves your Customers with the will come.8 Dealership OverDrive www.davidlewis.com

DLA ONLINE SCSAOALMLEEMSSOPNEOMPILSETAMKAEKSEIndustry Leading Online TrainingThe DLA Online Training Program is designed to FSF&LETITENICRRAAOAADNNIIENNCDREEATSRHRHYEIPlet you train at your own pace. It can be used as a WVSIN. NLOERSSERScomplete training environment or as a reinforcementtool subsequent to attending a class at the PhiladelphiaTraining Center or following an In-Dealership workshopsession. DLA Online provides you and your staff accessto over 1,000 training videos of great material and isavailable 24/7 on any device.What You Will LearnDLA Online was developed by car people who train carpeople. Included with DLA Online is both an extensive SAEDRVVISICOERreporting and certification program that will ensure videosare being watched and comprehended. Our online courseswill help your Dealership capitalize on every opportunity inevery aspect of your Dealership. Build your team and yourprofits with DLA Online training! SMEARNVAICGEEMENTPlease call 800-374-3314 ext. 215 or SMTARNEASGSEMENTvisit us online at: www.davidlewis.com1986 CELEBRATING 30 YEARS SMAELEETSING2016www.davidlewis.com Dealership OverDrive 9

Why Salespeopledo not ProspectIn the business of sales, prospecting for new traffic rather than invest in the time and effort it business is a discipline that separates the takes to become a great prospector. They believe champions from the rest of the crowd. In fact, the Dealership is reminiscent of a baited field andprospecting is the heartbeat of those who want they rely on the company to bring the Customersto excel as a Salesperson. Most Salespeople to them rather than finding new ones from theirworking for automobile Dealerships do very little own efforts.actual prospecting. Here are some of the reasons why most SalespeopleMany car Salespeople don’t like to prospect and don’t prospect:will settle for what they can make from incoming10 Dealership OverDrive www.davidlewis.com

Prospecting takes too much time most Salespeople don’t prospect for new Customers. They may try for a little while andIn spite of the fact that car Salespeople often spend quit because they are not having any success.hours every day waiting for Customers to arrive, Instead of investing in training to learn how tomost have not learned how to use that time as prospect successfully, they give up and considereffectively as they ought to. For any Salesperson, it something they are just not good at doing. Thisthe concept that time is money should motivate is a big mistake and one that our company hasthem to maximize their spare time by prospecting. devoted much time and effort to solving for thoseSome feel that to do so would cause them to miss working in the car business. Our Prospecting andthe impromptu Customer who might show up on Follow-up training programs are the best in thethe lot resulting in the loss of an opportunity for business and anyone who wants to learn how toa sale. In many ways, they are more like clerks do it well will soon realize the great potential theywaiting for Customers the store provides rather have been missing in finding new Customers.than creatively using their time to bring their ownbusiness to the Dealership. Results of prospecting do not equal the effort it takesProspecting is too much trouble When a Salesperson has not structured theirThere’s no doubt that prospecting is hard work, but process in such a way that prospecting andso is anything that really produces excellence in a follow-up is a component of every contact theycareer. It doesn’t take long in this business before have with Customers, they will eventually comethe status quo mindset takes over and the bar is to this conclusion. The truth is prospectinglowered to acceptable rather than excellent. But, takes place in everyday life for anyone who isn’tthose who want to rise to the top in this business living in a cave by themselves. We talk to peoplewill commit to the trepidation of prospecting all the time looking for information and contactsuntil they become good at it. Once they do, they for the things we need to accomplish in our dailydiscover that the trouble is well worth the effort. life. Prospecting for car Customers is no different. It’s just the art of perfecting the right mindset andFear of rejection learning to recognize the opportunities that come our way every day.Fear can be another reason why most Salespeopledon’t prospect. Nobody likes the feeling of Do not know howrejection, but truly successful Salespeople learnhow to overcome this and it soon becomes part This can be an ego problem as much as anythingof the challenge of success. Selling is all about else. Some feel that not knowing how to dopersuading. Those who are not willing to face something is a weakness that must be hiddenrejection and overcome it will never know the rather than something to overcome. All trulytrue height they can achieve in this business. successful people understand the need for change and growth. If they don’t know how to doLack of organizational skills something, they find someone who does and they learn from them. Excellence is something weMost Salespeople don’t take the time to structure achieve and not something we are born with. Wetheir sales process to include consistent follow-up may have a natural talent and the potential forwith previous Customers, and asking for referrals excellence, but unless we pursue it, we will alwaysor leads to other opportunities. When their new settle for less than what we can really achieve.buyer drives off the lot, after a brief time of For the car Salesperson, this is where prospectingenjoying their success, they switch to looking comes in and learning how to do it is the key tofor the next up and expect their new Customer to maximizing success.contact them if they need anything in the future.Lack of resultsMinimal results are another justification whywww.davidlewis.com Dealership OverDrive 11

BDC DEPARTMENT DSDESOOPUENRNA’TDTEWorking as a sales representative in a exercise in informational gathering for no practical dealership Internet BDC is one of the reason at all. most challenging jobs in today’s retailautomotive business. I say challenging because, I don’t say that to discourage someone who isalthough potential Customers are the ones who working or planning to work in an Internet BDC.usually initiate the contact, it is easy for them to The truth is being a representative in a dealershipbreak the connection by hanging up the phone, BDC is one of the best opportunities to be foundclosing the chat connection or just not responding in today’s automobile dealerships. Depending onto the last email. In every case, the BDC how the compensation package is designed, thererepresentative is left to figure out what went is a lot of money to be made for someone who canwrong, or what they might have done differently master the art of retail car sales over the Internet.that would have created a different outcome. Because the shopping process is so easy, requiringThey have no way of really knowing if the no face-to-face contact in the beginning,perspective Customer is really interested in everything depends upon the BDC reps abilitypurchasing a car, or if the information given to create dialogue with the potential Customerrelates to any real intentions on their part. that eventually develops trust and leads to anRegardless of what the prospect says they are appointment at the dealership. One of the mosttrying to accomplish, it may all be just someone’s12 Dealership OverDrive www.davidlewis.com

important factors in that process is the ability to Included in that list of resources are references,avoid sounding desperate in order to make a sale. Customer surveys, professional quality reviews and a host of other things that can all be accessedSelling from a BDC is different from cold calling online before ever making contact with a realin most cases. It used to be popular to say that 1 live person. That not only makes the shoppingout of 10 cold calls to potential Customers would process easier for the buyer, it removes any valuelead to a sale. From that perspective, if you want that desperation might bring to the salesperson.to sell 20 cars a month you need to call around The Customer already knows what to expect200 Customers in order to make that happen. when it comes to pricing, options and quality.However, that is if you are cold-calling Customers. That means they are not liable to be hustled by fastSince most BDC sales are initiated by the talking, empty promises, or slick sales techniquesCustomer making contact, it stands to reason that from the Salesperson. When an informed shopperthe percentages of success are potentially much is equipped with reliable information, they arehigher. If that is true, the most important part not as easily swayed by things said in an actof the BDC rep’s task involves listening to the of desperation to make a sale. In fact, in mostCustomer and responding in such a way that the cases, they will be offended by attempts to makeCustomer feels comfortable communicating with that happen.them in an ongoing dialogue that involves severalsteps leading to an appointment. A professional salesperson should never sound desperate regardless of what they are trying to sellThe Internet gives shoppers an opportunity to or to who they are trying to sell. Professionalismask questions of the salesperson without fear of is the key to success. Doing your best to give anbeing taken advantage of or manipulated in any honest and inspiring presentation of your productsway. If at any time they feel uncomfortable, they and services is always the right choice when itcan drop the connection and move on to another comes to serving your Customers and making andealership website to try finding someone else to honorable attempt to earn their business. Productdeal with. The intimidation factor is gone and knowledge, ethical values of honesty and integrity,they should have no reason to feel defensive or and a genuine desire to help the Customerpressured in any way. This works well for both the accomplish their purchasing goals, far exceeds anypotential Customer and the BDC Rep as it gives value pressure, manipulation or desperation mightthem a level ground where neither one has the bring to the process. This is the same for the BDCadvantage. The most logical thing they can both sales representative as it is for anyone working indo is to engage in dialogue based on what the sales of any kind.Customer is looking for and what the dealershiphas to offer in their attempts to earn their business. Cars are sold by respect and inspiration, not by pity. Though a salesperson may genuinely needToday’s technology has created a whole new world to make a sale in order to meet one’s own goal,that gives people the opportunity to do a lot of the responsibility for doing that does not liethe work of shopping before ever talking to a with the Customer. When you make an honestsalesperson. Social media also gives them attempt to do your best and make a presentationconnections with other people who may have that distinguishes you from the competition, it ishad experience working with the same dealers very likely that you will win the Customer if theyor owning the same vehicles the person is are truly shopping to buy a car. Inspiration worksconsidering. This takes a lot of guesswork out far better than desperation. If you do win the sale,of the process and gives the buyer at least some you will know that you did so by the efforts yousense of reliable information to go on when made to gain the Customer’s trust and makingshopping for a vehicle. them feel comfortable about dealing with you for their vehicle purchase.www.davidlewis.com Dealership OverDrive 13

MANAGEMENT: You Manage Processes and You Lead PeopleAs a Manager in the car business, you have you use to accomplish a task or specific goal. A two areas of responsibility that require person is the individual staff member that will direct supervision if they are to be be expected to follow that defined process. Tosuccessful. The way that you manage the manage means to “lead or guide, or exert control.”processes and lead the people under yoursupervision will ultimately determine the level of As a Manager, you must identify the processesyour success as a Manager. First, it is important you want implemented and then guide or lead yourto understand the difference between the two people in order to accomplish the task. In otherand to define the term ‘Manage’ for clarification words, it is not enough just to know what you wantpurposes. A Process is the structure or action done. You must define it clearly and then guide14 Dealership OverDrive www.davidlewis.com

your people in the method in which you want it execute the process, you will not be able to holdto be implemented. Let’s use the following aspect them accountable for its implementation. Onceof a Sales Presentation as an example. you have done this successfully, you must monitor their use of the new process and measureSuppose that you have just attended one of our the results to determine how effectively they areSales Management Training courses and you using it in their sales presentation with Customers.return to the Dealership with a great new concept The purpose behind this is simple:on how to perform a professional DemonstrationDrive and Vehicle Walk around. At your next If you can’t MEASURE IT. . .Sales Meeting, you share that information with you can’t MANAGE ITyour Salespeople and tell them you want them toapply this new procedure to their presentation with If you can’t MANAGE IT. . .Customers. First, you must clearly define the how you can’t CONTROL ITand why of this new process and subsequentlytrain them on how to implement it every time with If you can’t CONTROL IT. . .every Customer. In short, you must implement the you can’t CHANGE ITprocess and then manage the implementation ofthat process by your people. If you can’t CHANGE IT. . . you can’t IMPROVE ITThe first step in Process Implementation is to Your goal is to effect change that creates growth.expose your sales team to the concept of the How you manage your processes and the peopleprocess. Regardless of how much you like the who work for you will determine the success youidea, before they buy into the procedure you will have in accomplishing this goal. So again, letpropose, you must facilitate answers to the me reiterate the steps for more clarity:questions you pose that will create their ownanswers as to the logic of the concept. Once you First you must Expose your people to the newhave done this, you must be crystal clear as to concept. Then you must Teach them how towhat you expect from them as they implement implement it. Third, you must Monitor theirthe new course of action. This means they must implementation of the process and last, youclearly understand 3 things: must Hold Them Accountable for the results they achieve.1. Why this is beneficial? Unless these steps of the process are managed properly, you cannot expect permanent change2. What’s in it for them? and growth to take place. More so, let me add the most important part of the procedures I have3. How to execute the process... outlined. None of this will work unless you, as a Manager, completely buy into the concept. If you Once they understand the why, you must teach are only doing it because you learned a new idea them how to execute the process. This is in a training meeting and are not certain yourself accomplished by training. You must provide if it is the right concept for improving and your staff with training on how to implement the growing your business, you will not follow process if you want the new concept to avoid through on the commitment required to becoming the flavor of the month. Unless you successfully implement lasting change. This is provide them with proper training on how to where it all begins. The value you place on the concepts you want to implement will be the determining factor for the success or failure with your staff and ultimately with your Customers.www.davidlewis.com Dealership OverDrive 15

TheDifferencebetween aService Writer anda Service AdvisorIn many Dealerships, the difference between a using their skills, they advise them on the best Service Writer and a Service Advisor is simply course of action to take for both the immediate and the title given to the position. It may be that long-term protection of their vehicle investment.they’ve just not given it much thought or quitepossibly it is the way it has always been done at Predator vs. Advisorthat Dealership. It is important to distinguish inthe service business that there is a vast difference Service Writers often use their job much like abetween someone who writes service and someone clerk in any service business. They greet thewho advises their Customers on what needs to be Customer in the service drive and find out whydone to service or repair their vehicle. One merely they have come there so they can write an orderwrites down what the Customer tells them about for the work they want done. They are little morewhat they are experiencing or the service they than a middleman between the Customer and thewant done; the other adopts the burden of technician. If their compensation includes bothdiscovery and, by listening to the Customer and16 Dealership OverDrive www.davidlewis.com

salary and commissions, they will attempt to the Customers ownership and make suggestionssell whatever they can to the Customer if it will that will be beneficial for both their safety andincrease the price of the work being done and in retaining the value of their investment.turn increase their paycheck. C reates Friction vs.A Service Advisor, on the other hand, recognizes Customer Focusedthat the Customer belongs to the dealer and theydo their best to represent the Dealership in a way Service Writers may lack the skills or patiencethat brings them back whenever they need service to create positive dialogue with Customers. Thisor repairs. They develop and advance their skills can often be a cause of frustration to the Customerto equip them to give the best advice they can and when they are trying to explain their needs andthey work hard to relieve the Customer’s anxiety the problem they are experiencing. Instead ofso that they will have a good service experience. relieving the Customers’ anxiety they can add to itThey also up-sell additional products that and create friction with the Customer by their lackwill benefit the Customer, but their primary of experience or empathy and personal concern.consideration is in the Customers’ best interest whenever possible. Alternatively, a Service Advisor focuses on the needs of the Customer, beginning with theirReactive vs. Proactive emotional well-being concerning the problem they are experiencing. Their first goal is to ease theA Service Writer is reactive in how they deal with Customer’s tension and let them know that theythe Customers’ problem. Their skill level may will do all they can to solve the problem and makenot be as advanced as a Service Advisor so they things better. In many ways, they take on the rolemerely deal with the problem at hand and try to of a counselor by gaining the Customer’s trustmeet the Customers’ immediate need as best and giving them the confidence of knowing thatthey can. They usually have less experience in they will receive what they need to have a jobdiagnosing problems so they leave that up to the well done.Advisor and just write in the work order whatthe Customer is experiencing. Their focus is on Hi gh % of 1 line RO’sfixing the problem they have and sending themon their way. It doesn’t take long when reviewing Customer RO’s to see the difference between a ServiceA Service Advisor, on the other hand, looks at the Writer and a Service Advisor. Service Writers tendCustomers’ vehicle as an investment and they give to write a lot of 1 Line RO’s, unlike Advisors whoadvice and make suggestions for how to best keep suggest and write additional work if it is the bestthat investment in tip-top shape. The Customer thing for the Customer. This can be the result ofmay be hearing a noise when they push the brake many of the things already mentioned. Their focuspedal which could be eliminated by just replacing is only on what the Customer says they need andthe pads, but from a proactive perspective, the once they have that written down, they pass theService Advisor may see that the rotors and information on to the technician.calipers are due for a replacement. They willsuggest it to the Customer as a long term safety Being a Service Advisor is much more valuable toand cost precaution. They don’t want the Customers and to the Dealership than just fulfillingCustomer to come back in 30 days asking why the job of a Service Writer. It is the better choicethey weren’t told about the better course of action all around and every Service Writer should striveresulting in their loss of confidence that the to advance their skills to the higher level of aDealership is looking out for their best interest. Service Advisor.Service Advisors look at the long-term view ofwww.davidlewis.com Dealership OverDrive 17

A Check Up frothme Neck UpAs a Salesperson, you determine the level Dealerships where the sales staff is achieving of success in your career by how you status quo results. In my experience, the approach each day at work from the difference always comes down to themoment you wake up until you leave the professionalism of the people working in theDealership at the end of the day. Throughout the Sales Department. In other words, regardless ofyears that I have spent training Salespeople in the brands you sell or the Dealership where youthis business, I have seen small Dealerships with work, the primary determining factor of yourhighly successful Salespeople and large elaborate18 Dealership OverDrive www.davidlewis.com

success will be the attitude with which you What time are you actually scheduled to be on theapproach your career. sales floor? If your day starts at 9 o’clock, come in early enough to take care of certain thingsDo you adequately prepare for reaching the goals before it’s time to meet with Customers. Asyou have for success, or are you depending on you drive onto the lot, look around to see if anyother factors to determine whether or not you new inventory has arrived or trade-ins have beenare truly successful in your career? To do this, prepped for sale and are now on the lot. PassI highly recommend that every Salesperson does through the Service Department to see if any ofa Check up from the Neck up before they step your Customers are there or if any are scheduled toonto the lot and greet the Customers whose come in for service that day. Make sure you havebusiness they hope to earn that day. It all starts time to check for any calls that may have come inwith how you prepare for each day of work at for you and to ask your Manager if there are anythe Dealership. tasks that need to be accomplished before you start the day. Once that is done, you are ready to go toDo you get enough rest the night before so you work and start selling cars.can get up early and arrive at the Dealership ontime? If you don’t, it shows a lack of respect Now, you can prepare for the Customers you willyou have for your job, your Manager and your meet. You already know that many CustomersDealership. The investment they have made in come with defensiveness and fears about whatyou, as a Salesperson, should motivate you to to expect from a Salesperson. You must decidereturn that effort by showing up on time for work. beforehand whether you will react or respond to the types of attitudes they bring with them whenNot only is it important that you show up on time, they call or come to your Dealership. Beingbut showing up looking like someone who is well prepared to give a professional response toprepared to succeed that day is a critical part of the questions and needs of your Customers is anbeing a professional Salesperson. The old idea of important part of the ‘Check up from the Neck up’dressing for success should never go out of style process. Deciding in advance how you respondif you expect your Customers to perceive you as to your Customers that day will increase youra professional business person. The effort it takes chances significantly in earning their businessto have clean and wrinkle free clothing, shine your and selling to them.shoes and look presentable for work is smallin comparison to the benefit it can add to your Finally, you must honor your commitment tosuccess. When you look good, you feel good loyalty, respect and integrity; not only to yourabout yourself; when you feel good about yourself, Customers, but to the brands you sell and theyour chances for success are greatly improved. Dealership you work for. You must stand behindYour attitude definitely affects your altitude in the products you sell with your Customers and thethis business. people who sign your paycheck every week. If you cannot be loyal and respectful toward them,Make sure you have eaten breakfast before you you should find another place to work where this isarrive at the Dealership. It is unprofessional not a problem. The integrity with which you holdto see a Salesperson wolfing down an Egg these values will define you as a person as well.McMuffin at their desk before heading to the salesfloor to greet Customers. Remember, this is how This daily ‘Check up from the Neck up’ willyou prepare for a day of work, not how to get prepare you for success in your business everyready for a day at the beach. From the moment day and give you the mindset and attitude of ayou wake up, your mind should be fixed on Winner as you build your career in the retailpreparing for the day ahead and what needs to take automotive business.place if you are going to achieve success that day.www.davidlewis.com Dealership OverDrive 19

S4ADLAEYSAPDRVOAGNRCAEMD EXPECTED RESULTS:This four day course typically yields an increase of between 4-6 units per month in volume and an increase of $200-$400 in profit per sold unit.DAY 1 DAY 3• Sales Process • Leasing / Prospecting / Follow-Up• Rules for Change • The Basics of Leasing• Customer Perceptions • Customer Lease Perceptions• Four Basic Buyer Questions • Salesperson’s Lease Perceptions• Communication Skills • Answering Customer Leasing Questions• Myths • Lease Presentations• Steps to the Sale • Why Prospecting is Important • New Prospecting IdeasDAY 2 • The Importance of Unsold Follow-Up • The Importance of Sold Follow-Up• Objections • Sold / Un-Sold Follow-Up Ideas• Why Customers Object• The Basic Four Steps to Overcome Objections DAY 4• The Objection Conversion Technique• How to Handle the Interest Rate Questions • Phone-Ups • Why Customers Call • The Four Phone-Up Steps to the Sale • How to Handle Persistent CallersThe 4 Day Advanced Sales Program isavailable at both DLA Training CentersPHILADELPHIA, PA PARAMUS, NJFor More Information Please Call 800-374-3314 ext. 215 or visit: www.davidlewis.com

IN-DEALERSHIP SERVICE TRAININGCapitalize on your Service Sales and Revenue for Immediate Results!Boost Your Service Performance Entry Level • Advanced • Management For More Information Call 800-374-3314 ext. 215 Or visit us online at: www.davidlewis.comwww.davidlewis.com With the mileage on his car close to the limit for his lease agreement, Dave drove backward whenever possible. Dealership OverDrive 21

The DLA Training Centers are your one-stop Hundreds of students go through ourIf not, become a member and join toda22 DealershipOverDrivewww.davidlewis.com

p training facility for the entire Dealership! doors monthly. Are you one of them?ay! When you think Training, Think DLA!

C’mon Get HappyThe PartridgeFamily BusThose of you who were teenagers in the late Piet Mondrain. The Producers never explain 1960’s probably spent some time in front why a middle class family in Southern California of the television set watching the Partridge would create a rolling homage to DutchFamily series starring Shirley Jones and David proto-modernism, but soon after the paint job isCassidy. The show featured Jones as a widowed done, the family heads to Las Vegas, Nevada formother who worked as a bank teller in the their first live gig at Caesars Palace.fictitious city of San Pueblo, California. Herchildren, who were all into playing music, talked The bus was first introduced to the show in themom into singing in a garage recording session. pilot episode which included a scene that showsAfter the 10 year old son, Danny finds a Manager; the family purchasing their bus from a used cartheir song becomes a Top 40 hit on the radio. dealer. In reality, the studio purchased the used bus from the Orange County California SchoolAfter more persuading from young Danny and the District. It was the perfect choice for a band justManager, the mom agrees that the family can go getting started and was typical of the many busseson tour. To do that, they get an old 1957 Chevrolet used in those days by stardom seeking bands thatSeries 6800 Superior school bus and paint it with toured in converted school busses hoping to findunique patterns inspired by Dutch abstract painter, fame and fortune.24 www.davidlewis.com

With mom, Shirley Jones behind the wheel as front of the owner’s home who has paperwork andthe bus driver, the family eventually takes its act other things to back his claim of originality. Someall the way to Hollywood. Before long, Fame of these videos can be seen on YouTube. Ac-and Fortune is found and for the rest of the series, cording to actress Shirley Jones, who playedthe band is shown either playing gigs on the road the mom on the show, she has seen many replicasor practicing in their garage as they put together as she’s travelled across the country in whichhit after hit to increase their growing stature as the owners claim were just remakes that theypop stars. created because of their love for the show. At least twenty people across the country claim to haveWhat became of the bus after the show was the original bus, so it remains a mystery thatcancelled in 1974? There’s a Partridge Family fan apparently, will keep the show popular with fanswebsite that has much to say about what happened and retro television memorabilia collectors forto the bus since the show was cancelled. years to come.According to them, the actual bus lived for yearsbehind Lucy’s Tacos on Martin Luther King Probably the most famous remake is ‘TheBoulevard near the University of Southern Partridge family Party Bus’ owned and operatedCalifornia. When Lucy’s repaved their parking lot by a company in Milwaukee that rents it out forin 1987, the bus was sent off to a junk yard. It weddings and other special occasions. It was oncehad been beaten up pretty bad with the windows featured on ‘Good Morning America’ and includesbroken, flat tires, etc. The family name and all a rooftop dance floor for those who rent it forof the identifying marks such as the “Caution: parties and special events.Nervous Mother Driving” sign on the back ofthe bus was painted over in white and the rest of The Partridge Family and their infamous busthe bus paint job was terribly faded. From that certainly played a part in late 20th centuryaccount, it first appeared that the original bus American television and sparked a following thatwas long gone. remains strong to this day. People who consider that era as the beginning of pop music in AmericaMore recent accounts say that there were actually seem to never tire of reliving the times when thetwo busses used in the television series because American pop culture had several families thatat different times on the show, the interior was a dominated the radio and television with good cleandifferent color. That claim is backed up by two music and the daily struggles of family life.people who say they actually own the originals.The second bus supposedly came to the show The Partridge Family show was supposedlyfrom a San Diego radio station Promotion that modeled after the real life group ‘The Cowsills’went bad. It seems that a 16 year old girl won from Newport, Rhode Island who had a swarmthe bus from KGB-AM Radio in San Diego and of hits from that era and several of the familyher father insisted that the station give her money members continue playing music for a living toinstead of the bus, which they apparently did. this day. It was a great time in America and stoodAfter that, the bus sat in a lot near highway 5 and in stark contrast to the rise of the drug and hardBalboa in San Diego until someone from the show rock culture that was taking place at the same timeacquired it. Since the bus didn’t run well enough in our history.to drive much, they apparently used it for interiorshots only. Wherever the real Partridge family bus is today, it probably doesn’t matter much to those whoTo date, the best evidence places the original bus remember the show with the memories to lookin Upstate New York where several people have back on today that played such a big part in theiractually stopped and taken videos of it sitting in life at that time.www.davidlewis.com Dealership OverDrive 25

Why Winners WorkHarder than Losers“The road to success is not easy to navigate, but with hard work, drive and passion, it’s possible to achieve the American dream.” Tommy Hilfiger – Fashion Designer and American EntrepreneurHave you ever met someone or heard of closer they get to the goal. This gives them more someone who was certain they were a enthusiasm to work hard seeing the goal coming born loser? Someone who believed that into view. Winners understand that working withno matter what they did or how hard they tried, no end in view diminishes the drive they needthe cards were stacked against them and they to push on and, before long; work becomes acould never be successful? In all of my years in meaningless act with little or no value. They lovebusiness, I have never met anyone I genuinely the work they do and are not discouraged whenbelieved was a born loser. In fact, what building it gets hard and challenges them to press on. Themy own company has taught me is that anyone can general attitude of a Winner is set to succeed andbe a Winner if they truly want to and will apply they don’t complain about hard work because theythe rules and principles that winning demands. know why they do what they do. For a Winner, the work and the reward go hand in hand. TheyFirst of all, working hard to accomplish a goal and are motivated to succeed and they know that thebeing busy all the time are two different things. work they do will bring blessings to them and toWork is something that has an end in view and those they love.is not just the act of expending time and energy.No matter how much you sweat or wear yourself Ask anyone who is highly successful and they willout in the process, without a goal in mind to drive usually tell you that they love the work they do asyou, your work will probably be wasted energy much as the benefits their success has brought towith limited benefit. You may impress people with their lives. Contrary to this, Losers view work asyour sacrifice and output of energy, but in the end, a necessary evil rather than a blessing. They knowwithout a goal in mind, achieving success doesn’t that the idle person cannot expect to receive muchusually happen. in return, so they work hard to keep the wolf from the door. They wish they didn’t have to work atIn truth, Winners work harder than Losers because all and they dream about winning the lottery orthey know why they are working so hard. The waking up one day to find they inherited a fortunework they do is directly connected to the goal from a relative they never knew. Their dreams arethey desire to reach. The harder they work, the fantasies, not goals. They feel they deserve success26 Dealership OverDrive www.davidlewis.com

because they have worked as hard, or harder, than arrive there when the time is right. Because theythose around them. They often resent or envy high have an end in sight they can work harder thanachievers and can’t understand how someone who those who view life as a day to day process of justdoesn’t work as hard as they do should be more paying the bills and staying alive.successful than them. We all choose whether we will walk in the pathWe often hear about the glass half empty/half full of a Winner or Loser. The choices we make andview of life. Winners know that their attitude will the commitments we hold on to will define thedetermine their altitude so they view failure as outcome of our life and career. It is up to us asa learning process on the way to success. They individuals to decide what we want to achieve inknow there is the same amount of water in a life with the time and talents we are given. Thosehalf-empty glass as there is in a half-full glass, but who drift on the winds of chance may occasionallythey choose to see the glass as half full because it catch a passing breeze, but it may blow them to atells them they are moving forward toward their place they never wanted to go.goal of having an overflowing glass one day. Set a course for the life you want and view everyIn short, the difference between Winners and day as another step toward victory. But rememberLosers often comes down to how they view the words of Henry Ford: “If you think you can orthemselves, their life and the work they do. you think you can’t, you are right.” Plan your lifeSuccessful people plan their work and they work and work your plan. If history teaches us anythingtheir plan, making adjustments when needed if it is this: your life is what you make it! So planthey get off course and need to realign their plans it well and give it your best. If you do, you won’tto bring them closer to their goals. Winners know regret that you did and it is very likely you willwhere they want to go and they fully expect to come out on top when all is said and done. ENTRY LEVEL DEPUAPRCTOMMEINNTGWSOERRKVISCHEOPS SERVICE ADVISOR For more information please call 800-374-3314 ext. 215 PHI FEB. 23-26 NY/NJ FEB. 23-26 or visit us online at: www.davidlewis.com A four-day course for the individual either just starting their career as a Service Advisor or an 27 experienced Service Advisor who truly needs to get back to the basics of selling service. ADVANCED SERVICE ADVISOR PROGRAM NY/NJ FEB. 22-24 This two and one half day course is an Advanced A-Z program on understanding the Service Customer, upselling service repairs & maintenance and how to create a lasting relationship with every Service Customer. This course will include extensive role playing and in depth discussion groups. ADVANCED SERVICE MANAGEMENT PROGRAM PHI MAR. 22-25 A three-day course dedicated to provide the experienced Service Manager with ideas, tools and techniques on how to grow and enhance their Service Department.www.davidlewis.com

Social Media Marketing for Salespeople This one-day course provides the basic understanding of Social Media. The student will be exposed to the benefits of Social Media and how their individual or Dealership strategies can create brand recognition 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 using Social Media as a marketing platform and for the experienced person currently using Social Media. PHILA/FEB. 22 NY/NJ/FEB. 22 Call 800-374-3314 ext. 215 or register online at www.davidlewis.comInternet / BDC Lead GenerationThis two-day course is a complete program on effective Lead Generation ideasand concepts for both the internet and inbound phone leads. Email, Chat andPhone scripts will be created, reviewed and examined, as well as a structuredconcept for ongoing sold and unsold Customer follow-ups.FEB. 24 - 25PHILADELPHIA TRAINING CENTER CLASSES: NFY/ENJBM.E2TR4O-TR2A5ININMG CAENRT.ER1C7LA-S1SE8S:Call 800-374-3314 ext. 215 or register online at www.davidlewis.com28 Dealership OverDrive www.davidlewis.com

UpcomingCourses Philadelphia Training CenterFEB 2/1 Entry Level Sales (Day 1) MAR 3/1 Entry Level Sales (Day 2) 2/2 Entry Level Sales (Day 2) 3/2 Entry Level Sales (Day 3)2/3 Entry Level Sales (Day 3) 3/3 Entry Level Sales (Day 4) Entry Level Sales (Day 5)2/4 Entry Level Sales (Day 4) 3/4 Advanced Sales: Level 1 Advanced Sales Program (Day 1)2/5 Entry Level Sales (Day 5) 3/8 Objections: Level 1 Advanced Sales Program (Day 2)2/9 Advanced Sales: Level 1 3/9 Leasing for Salespeople (9-1pm) Advanced Sales Program (Day 1) Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3)2/10 Objections: Level 1 3/10 Phone-Ups: Level 1 Philadelphia Training Center Advanced Sales Program (Day 2) Advanced Sales Program (Day 4) Entry Level Sales (Day 1)2/11 Leasing for Salespeople (9-1pm) 3/11 Phone-Ups: Level 2 Prospecting & Follow-Up (1-5pm) Entry Level Sales (Day 2) Advanced Sales Program (Day 3) Advanced Sales Management Advanced Sales Management Program (Day 1)2/12 Phone-Ups: Level 1 3/14 Entry Level Sales (Day 3) Advanced Sales Program (Day 4) Leadership (9-1pm) Coaching (1-5pm)2/15 Entry Level Sales (Day 1) 3/15 Advanced Sales Management Program (Day 2) Phone-Ups: Level 2 Entry Level Sales (Day 4) Advanced Management Negotiations (9-1pm)2/16 Entry Level Sales (Day 2) 3/16 Hiring/Motivation (1-5pm) Advanced Sales Management Advanced Sales Management Program (Day 3) Advanced Sales Management Program (Day 1) Entry Level Sales (Day 5) Train the Trainer (9-1pm)2/17 Entry Level Sales (Day 3) 3/17 Leasing for Managers (1-5pm) Leadership (9-1pm) Advanced Sales Management Program (Day 4) Coaching (1-5pm) Common Mistakes Salespeople Make (9-1pm) Advanced Sales Management Program (Day 2) Business Etiquette (1-5pm) Advanced Sales: Level 12/18 Entry Level Sales (Day 4) 3/18 Advanced Sales Program (Day 1) Advanced Management Negotiations (9-1pm) Objections: Level 1 Hiring/Motivation (1-5pm) Advanced Sales Program (Day 2) Advanced Sales Management Program (Day 3) Leasing for Salespeople (9-1pm) Prospecting & Follow-Up (1-5pm)2/19 Entry Level Sales (Day 5) 3/21 Advanced Sales Program (Day 3) Train the Trainer (9-1pm) Phone-Ups: Level 1 Leasing for Managers (1-5pm) Advanced Sales Program (Day 4) Advanced Sales Management Program (Day 4) Entry Level Sales (Day 1) Entry Level Sales (Day 2)2/22 Social Media Marketing for Salespeople 3/22 Entry Level Sales (Day 3)2/23 Advanced Sales: Level 2 3/23 Entry Level Sales (Day 4) 3/24 Entry Level Service Advisor (Day 1)2/24 Internet/BDC: Lead Generation (Day 1) Entry Level Service Advisor (Day 2)2/25 Internet/BDC: Lead Generation (Day 2) Entry Level Service Advisor (Day 3)2/26 Objections: Level 2 3/25 Entry Level Service Advisor (Day 4)2/29 Entry Level Sales (Day 1) 3/28For more information please call 3/29 800-374-3314 ext. 215 3/30 3/31 Scheduled course dates are subject to change without prior notice.Please check www.davidlewis.com for updated class dates and details.www.davidlewis.com Dealership OverDrive 29

IN-TDREAAINLEINRGSHIPSales Training • F&I Training • Internet/BDC Sales Management • Fixed OpsOur intensive in-dealership training programs are typically one to two days, every fourto five weeks. Each month the trainer will focus on a different area pre-determinedin advance by you and your management team. Each training day is divided into2 repetitive sessions to enable everyone to attend. All training is in a structuredenvironment with workbooks and assignments to be completed for the next visit.“I endorse the DLA methodology because it’s a logical and tactfulapproach to a profession chalked full of challenges. Why DLA?Because they’re the best!” Chris Oliver, Sales at Piazza Honda800-374-3314 or Visit us at: www.davidlewis.comTraining Staff - All Training is conducted by DLA Certified Trainers who are employed by David Lewis & Associates. Our Trainershave extensive backgrounds in specific areas of the Dealership and come from a wide range of Retail Automotive experience.Feel confident that your Dealership will engage in a superior Training Program with a strong curriculum and top-notch Trainers.30 Dealership OverDrive www.davidlewis.com

UpcomingCourses NY/NJ Metro Training CenterFEB 2/1 Entry Level Sales (Day 1) MAR 3/1 Advanced Sales: Level 1 2/2 Entry Level Sales (Day 2) Advanced Sales Program (Day 1) 2/3 3/2 Objections: Level 1 2/4 Entry Level Sales (Day 3) Advanced Sales Program (Day 2) 2/5 2/9 Entry Level Sales (Day 4) 3/3 Leasing for Salespeople (9-1pm) 2/10 OMOTIVE TRAINING CENEntry Level Sales (Day 5) Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3) 2/11 Advanced Sales: Level 1 3/4 Phone-Ups: Level 1 Advanced Sales Program (Day 1) Advanced Sales Program (Day 4) 2/12 Objections: Level 1 3/7 Entry Level Sales (Day 1) Advanced Sales Program (Day 2) NY/NJ Metro Training Center AUT Leasing for Salespeople (9-1pm) 3/8 Entry Level Sales (Day 2)TER Prospecting & Follow-Up (1-5pm) 3/9 Entry Level Sales (Day 3) Advanced Sales Program (Day 3) 3/10 Entry Level Sales (Day 4) Phone-Ups: Level 1 Advanced Sales Program (Day 4) 3/11 Entry Level Sales (Day 5)2/15 Entry Level Sales (Day 1) 3/14 Advanced Sales: Level 22/16 Phone-Ups: Level 22/17 3/15 Objections: Level 2 Entry Level Sales (Day 2)2/18 Advanced Sales Management 3/16 Phone-Ups: Level 2 Advanced Sales Management Program (Day 1) 3/17 Internet/BDC: Lead Generation (Day 1)2/19 Entry Level Sales (Day 3) Advanced F&I Concepts (Day 1) Leadership (9-1pm) 3/18 Internet/BDC: Lead Generation (Day 2)2/22 Coaching (1-5pm) Advanced F&I Concepts (Day 2)2/232/24 Advanced Sales Management Program (Day 2) 3/21 Common Mistakes Salespeople Make (9-1pm)2/252/26 Entry Level Sales (Day 4) Understanding Your Customer (1-5pm) Advanced Management Negotiations (9-1pm) Social Media for Salespeople Hiring/Motivation (1-5pm) 3/22 Advanced Sales Management Advanced Sales Management Program (Day 3) Advanced Sales Management Program (Day 1) Advanced Service Advisor Techniques PARAMUS, NJEntry Level Sales (Day 5) 3/23 Advanced Service Advisor Program (Day 1) Leadership (9-1pm) Train the Trainer (9-1pm) Coaching (1-5pm) Leasing for Managers (1-5pm) Advanced Sales Management Program (Day 4) Social Media Marketing for Salespeople Advanced Sales Management Program (Day 2) Advanced Sales: Level 2 Understanding the Service Customer (9-1pm) Entry Level Service Advisor (Day 1) Service Advisor Phone Techniques (1-5pm) Advanced Service Advisor Program (Day 2) Internet/BDC: Lead Generation (Day 1) Entry Level Service Advisor (Day 2) 3/24 Advanced Management Negotiations (9-1pm) Hiring/Motivation (1-5pm) Internet/BDC: Lead Generation (Day 2) Advanced Sales Management Program (Day 3) Entry Level Service Advisor (Day 3) Effective Service Walk Arounds (9-1pm) Advanced Service Advisor Program (Day 3) Objections: Level 2 Entry Level Service Advisor (Day 4) 3/25 Train the Trainer (9-1pm) Leasing for Managers (1-5pm) Advanced Sales Management Program (Day 4)For more information please call 3/28 Entry Level Sales (Day 1) 800-374-3314 ext. 215 3/29 Entry Level Sales (Day 2) 3/30 Entry Level Sales (Day 3) 3/31 Entry Level Sales (Day 4) Scheduled course dates are subject to change without prior notice. Please check www.davidlewis.com for updated class dates and details.www.davidlewis.com Dealership OverDrive 31

T2oNLSowoercvaWetiiYotnhosu! DLA AUTOMOTIVE TRAINING CENTERS PHILADELPHIA, PA • PARAMUS, NJ The DLA Automotive Training Centers offer all Dealerships the ability to engage in a superior Training Program with a strong curriculum and top-notch training. Salespeople • Sales Managers • Internet/BDC Managers Internet/BDC Staff • F&I • Service Advisors • Service Managers Parts Managers • Body Shop Managers For more information regarding available DLA courses, please call 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com