AUGUST 2016 - DEALERSHIP OVERDRIVE

Dealership AUGUST 2016 TM A David Lewis & Associates PublicationCONFIDENCEYour Key to great success The Art of Selling Used CarsCreating A Service Lounge That SellsStructuring Your Sales Process to Win

Publisher’s Note Dealership TM Message from David A David Lewis & Associates Publication Hello again! I hope everyone reading this AUGUST 2016 month’s issue of Dealership Overdrive is having a great year as we round the bend PUBLISHER toward the final quarter. In this issue we decided David Lewis to focus on some of the more unique features of the business and point people in the direction [email protected] of the future of our industry. The world is changing so fast due to the massive technology GRAPHIC COORDINATOR being unleashed almost daily it seems. Sometimes Brian Smith it seems like we may be moving too fast to keep up but, as always, Americans seem to know how [email protected] handle life better than most when it comes as a rapid succession of events. SALES DIRECTORThis is an especially busy year for me so far as I traveled more than usual trying Mary Mannellato keep up with all the new business that’s coming our way and not get behindpreparing materials for our new class schedules in our DLA training centers and [email protected] training seminars at dealerships. In many ways, my own life mirrors therapid changes that are taking place in the retail automotive industry as I try to keep TRAINING LIAISONup with the latest innovations in both training concepts and following the changes Priscilla Youngtaking place in the market. [email protected] always, our goal at David Lewis and Associates is to offer the most up-to-datetraining materials to all of the dealership personnel and students who use our training CIRCULATION / SUBSCRIPTIONScourses and materials to develop their work processes. Much of what makes our Jennifer Potterprogram different from the rest is the fact that we often cut across the grain oftraditional methods for selling and customer service. But, we continue to do so [email protected] we see the results that our students are achieving and we know are on theright track. CONTRIBUTING WRITERS Dino DeLucaWe are excited to be opening our 3rd Training Center in Pittsburgh, PA to servicethe Ohio Valley area. We expect to start classes in September. Our Training Centers [email protected] the Philadelphia area and NJ/NY Metro area are booming and we are excitedabout the new Dealers Groups contacting us daily requesting information on our Becky Nixonclass schedules and enrollment. As our Dealer base grows, our commitment to youis to offer the finest training available anywhere so you can compete at the highest [email protected] of the retail automotive business. Brian ShermanThe two articles dealing with the latest high-tech developments and the drive toproduce dynamic all electric vehicles focus on one of the most radical changes that [email protected] taking place in the automobile industry. Regardless of which side you take on theissue of climate change, worldwide government regulations are pressing forward Bill Taylorwith their demands for clean car emissions and energy sources that are safe for theenvironment. The article entitled ‘Selling Hi-Tech Cars with Knowledge & Passion’ [email protected] meant to help salespeople prepare for maintaining and growing their businesswithout losing a beat as these changes take place in our industry. Dealership OverDrive magazine makes every attempt to ensure the accuracy of all published material. However itThe article entitled, ‘Who Says Your Tires Cost More’ will hopefully encourage cannot be held responsible for opinions expressed or factsservice managers and advisers to compete for the business that often goes to the supplied herein. Nothing may be reproduced in whole orsecondary repair shops in their area. If your service department is seeing customers in part without written permission from the publisher. Alldisappear, this will help you strategize ways to bring them back to the fold and build rights reserved. The publisher encourages you to submitlong-term relationships that keep them coming back. suggestions. Submitted materials become the property of David Lewis & Associates, Inc. and will not be returned. SendIt’s a great time to be in the car business and I encourage you to put on your running material for publication to 10 Suntree Place, Melbourne,shoes and outrun the bear of the comfort zone that often woos salespeople to sleep FL 32940. The editor reserves the right to edit material;as they approach the final quarter of the year. Set your sights firmly on the goals submission of material constitutes permission to edityou planned to achieve by year’s end, and don’t let anything or anyone derail your and publish that material. This publication is designed toplans to reach the objectives you had set for yourself this year. provide accurate and authoritative information in regard to the subject matter covered. It is presented with theWe’ll be here fighting the good fight with you and putting new ideas and methods understanding that the publisher is not engaged in renderingon the table to help you achieve the success you want for your business. Enjoy this legal, accounting or other professional service. If legalmonth’s articles as they are filled with information that can help you achieve great advice or other expert assistance is required, the services ofthings in your career. These proven concepts and techniques work when you put a competent professional person should be sought. From athem to work with your customers. Declaration of Principles jointly adopted by a Committee of the American Bar Association and a Committee of Publishers.Until next month, keep pressing upward and I’ll see you at the top. www.davidlewis.comDavid Lewis - President, David Lewis & Associates, Inc.2 Dealership OverDrive

contents 4 Confidence - Your Key to Great Success 7 Who Says Your Tires Cost More 10 Creating A Service Lounge That Sells 12 How To Make Local Ads Payoff 16 The Art of Selling Used Cars 18 Tesla and the Future of Electric Cars 22 Finding Tomorrow’s Collectible Cars Today 26 Structuring Your Sales Process to Winwww.davidlewis.com Dealership OverDrive 3

CONFIDENCE Your Key to great successFew things can add a boost to someone’s on those bad days when we want to put away our confidence like a little bit of good luck and pencil sharpener’s and go home? Simply put, success. No matter how hard it seems when confidence is defined in Webster’s Dictionary as:we are going through the down times, it doesn’t “A feeling or belief that you can do somethingtake much more than a little bit of success to get well or succeed at something.”our optimism going and to make the future lookbright. For those of us who make our living That sounds simple enough for sure, but it doesn’tselling cars, it doesn’t take long to go from zero feel that easy to get a hold of when no matterto hero when we really set our minds to it. The what you do, things aren’t going your way. Forold Bible proverb says it all: a car salesperson, life sometimes can feel like the opening lines from Charles Dickens’ famous story“As a man thinks in his heart so is he.” about the French Revolution, A Tale of Two Cities:But just what is confidence and what does it take “It was the best of times; it was the worst of times.”to sustain it on a regular basis to help overcome4 Dealership OverDrive www.davidlewis.com

“Inaction breeds doubt and fear. Action breeds confidenceand courage. If you want to conquer fear, do not sit homeand think about it. Go out and get busy.” - Dale CarnegieFortunately, for those of us who live in the modern careers in this business. Certainly, a little goodworld, we have the benefit of a century or more luck doesn’t hurt and we all need it on occasion.of great teaching that has been written about But, dedication, commitment, hard work andconfidence and how to attain it. Of course, I am self-confidence is a much surer way to achievetalking about self-confidence, since that’s the success in life than waiting to win the lottery ortype we tend to have the least of when things are hoping for victory to come your way. Those wholooking glum. Here is what the late Norman adopt the attitude: “If it’s going to be, it’s up toVincent Peel had to say about the subject: me,” have a much better chance of achieving their goals than talent and luck alone can bring them.“Believe in yourself! Have faith in your abilities!Without a humble but reasonable confidence The ability to grow your confidence for achievingin your own powers you cannot be successful success will depend heavily on the people andor happy.” information you allow to influence your life. It’s hard to stay on top if you’re hanging out withThat tends to be both encouraging and a little people who like the bottom. In the same way, it’sfrightening as well. How can one be humble, yet impossible to think and believe in your own successexude the confidence that makes them self and if you fill your mind with thoughts of failure,others have assurance in their capabilities and self-pity or excuses. If you want to be a winnerresolve? Let’s see what another famous success you must think like a winner, act like a winnerwriter had to say about that very thing: and do the things that winners do to succeed.“So, hold on there David,” you may be thinking at Develop consistent habits for success and makethis point. “Are you trying to say that my ability them a pattern by which you live. Think the kindsto have confidence in myself depends on action of thoughts that will encourage you to moverather than just getting my mind right and thinking forward in life. Study and imitate the kind ofgood thoughts?” people that will inspire you to achieve great things. Get out of the comfort zones that are meant to trapAbsolutely! And if Dale Carnegie is right, both you in the status quo. Define your reasons forconfidence and success are directly linked to the reaching your goals and focus your attention oneffort we put forth to attain them. It’s not enough those things.just to think confidence. Our thoughts must befollowed by actions. Our faith and confidence is And don’t forget! “As a man thinks in his heartformed by the actions we put forth to accomplish so is he.” Just make sure your thoughts and wordswhat we want to achieve. are followed by actions that are headed in the right direction and guided by your goals and dreams.So, how does all that apply to having success in When you can do that you will find that the wordsthe car business? After 35+ years in the retail of McDonalds’s Founder Ray Kroc will ring true:automotive industry, I’ve seen over and over againthat those who invest in themselves to attain the “Luck is a dividend of sweat. The more you sweat,right knowledge and information, and learn proven the luckier you get.”processes for success, usually end up having greatwww.davidlewis.com Dealership OverDrive 5

800+ Videos Containing 300+ Hours of Valuable Material! Module #1 SALES Module #2 COMMON MISTAKES SALESPEOPLE MAKE Module #3 F&I Module #4 SECONDARY FINANCE Module #5LEADERSHIP/COACHING Module #6 TRAIN THE TRAINER Module #7 WINNERS VS. LOSERS Module #8 SERVICE ADVISOR Module #9 SERVICE MANAGEMENT Module #10 STRESS MANAGEMENT Module #11 SALES MEETING Industry Leading Training Available... Any Time. Any Device.6 Dealership OverDrive The DLA Online Training Program is designed to let you train at your own pace. Each training module walks the viewer step-by-step through the desired process, making learning easy and fun. DLA Online provides you and your staff access to over 1,000 videos and 300+ hours of great material and is available 24/7 on any device. Call 800-374-3314 ext. 215 or visit: www.davidlewis.com www.davidlewis.com

Who Says YourTires Cost More?If you live in a decent sized town and want to commercial that was strictly designed to promote spend a few hours doing something interesting the service department first rather than just as a and potentially profitable, drive through the part of the dealership as a whole? That’s a goodmain roads outside of the downtown area itself sign why the secondary repair and serviceand count the number of secondary repair and auto market has flourished while dealership serviceservice businesses you see dotting the landscape. departments are losing customers. While they areThere is on average 124 of these kinds of willing to compete and spend money for bringingshops within a 10 mile radius of most new car our customers through their doors, we often expectdealerships across the country. The number of customers to come there just because we sell thethese shops doubles every five years. This trend brand of vehicles they own.will most likely continue as they raise the levelof quality and services they offer and continue When viewed from this perspective, they are notto promote their franchises at current levels winning the battle as much as we are losing it.of expenditure. They are not taking business away from dealership service departments they’re just not getting anyWhen was the last time you saw a great resistance to what they do to get their business.commercial for a dealership service department; a Continued on next pagewww.davidlewis.com Dealership OverDrive 7

Who Says Your Tires Cost More?, continued quality of work they receive. A little difference in the price doesn’t usually drive those kinds ofTake tires for instance. How much time and effort customers away. But, if they fall through thedo most Service Managers and Advisors invest cracks you can bet someone else will see them fallin selling tires to their customers? In most cases, and start wooing them to their place of business.they probably assume that the customers thinkthey can buy them cheaper from someplace like Visit the competition. Do a little spying and seeTire Kingdom or Firestone, so they don’t even what they have to offer that would make yourfight for their business. Who says they can get customers go to them instead of you. Take thethem cheaper there? The secondary franchises of necessary actions that will make you morecourse! What else should they do if they can get competitive. If it is customer care or the quality ofaway with it? The real question is why is there no services you deliver, raise the water level so theypushback from dealership service departments? will flow back in your direction. If price seems toWhat does it take to compete for tire business that be the object, see what you can afford to do and dothey are not doing and if they are not doing that, what it takes to become more competitive.why aren’t they? Don’t settle for the status quo or expect yourAdvertising and promotion companies invest a lot customers just to come to you because theyof effort and money creating public opinion that purchased their car there or drive the brands youis often based on innuendo. They do this in order sell. Go after their business and do what it takesto create perceptions that are often based on false to earn their loyalty. If you don’t, the likelihoodinformation or half truths: like the idea that of more competitors snaking their way into yourdealership service departments always charge potential profits is very real and it won’t behigher hourly rates than secondary repair shops. because they earned them, it will because youThat is not necessarily true and when it is true it didn’t care enough to fight for the business.usually has to do with the level or scope of workthey do compared to the level or type of workdone in secondary facilities.If it is true and you charge $10 an hour more forthe same service, wouldn’t that be worth loweringyour price a little in order to keep your customerscoming back to you? If you’re not competitiveyou should be! Once customers leave yourdealership and go to a secondary shop it’s muchharder to get them back again. So, why not dowhat you must to keep them rather than puttingyourself in a position where you need to fight toget them back.Most customers would rather buy products and www.davidlewis.comservices from their dealership department if theycould. Often, it is the simple fact that no one isfollowing up on and making sure they are happywith the services they have received in the past.Don’t wait for a CSI report or until yourcustomers have disappeared before you get theurge to see how they are doing. The best resourceyou have is regular customers who are loyal andappreciative for how they are treated and the8 Dealership OverDrive

HOW TO INCREASE YOURDEALERSHIP PROFITS BY$50,000+ PER MONTH FOR DEALERS & GM’S ONLY! SEPTEMBER 20, 2016 • 9AM - 5PM at the DLA Philadelphia Training Center Areas That Will Be Covered: SALES • F&I • BDC • FIXED OPS “Since signing up with David Lewis & Associates Training, our profits have doubled. Our results have been beyond belief. Our volume is up over 60%, our profits have doubled and my staff loves the sales process we learned from David and his Trainers.” Scott Casebeer, Dealer – Capital Auto GroupTaugbhytDeaxvcildusLievweilsy To reserve your spot for this informative event, call Mary Mannella at 800-374-3314 ext. 215www.davidlewis.com or email her at [email protected] Dealership OverDrive 9

Creating aService Lounge That SellsHow far will you go to make your in a positive way and spent more money while Dealership Service Lounge appealing they were there? to your Customers? Obviously, you wantto make it a place that is comfortable and Let’s face it; nobody wants to be stuffed in a roomstress-free for those waiting for their car to be with customers watching a single television setserviced. It is possible to accomplish that without where each person wishes they could get theirbuilding the Taj Mahal and spending millions of hands on the remote control. Many secondarydollars. But, it is definitely worth a reasonable shops (and even some dealerships) still haveeffort and expense to make your service lounge waiting rooms like that and it’s a wonder thatbeautiful, comfortable, efficient and . . . profitable. anyone would put themselves through that for whatever they think they are getting in return. AtHow about creating an environment that encourages least we can say that most new car dealershipsyour customers to take advantage of the additional haven’t settled for that level of quality in theirservices and products you offer without having service waiting areas. Today’s customers haveto pressure them with over intensive up-selling? higher expectations for the businesses they dealWouldn’t that be worth the effort and expense if with and sometimes the environment alone canyou could pull it off and your customers responded make a big difference in the choice of where they10 Dealership OverDrive www.davidlewis.com

go to have their car maintained or repaired. environmental issues or safety? These types of things can be very important to female customersSince no one wants to be there in the first place, and families and providing information and accessa good place to start is to offer diversions that to products and services that can be beneficial inhelp to lower the stress that often accompanies this way to make a big difference in what customersgetting car repairs or maintenance. Creating an are willing to spend in your service department.environment that is pleasant to be in and takestheir mind off of their current troubles can be a One of the largest Ford dealerships in Californiagreat place to start. To do that well it takes more has installed a full service restaurant that hasthan a box of stale donuts on the counter next received Four Stars from Yelp and an 88% ratingto the coffeepot that may or may not have fresh from Urban Spoon. Has it made a big differencecoffee in it. That doesn’t mean you have to spend for their business? Their customers seem tomillions to put in a mini- golf course or bowling think so and they rave about the food as well asalley (though that’s not a bad idea if you can do it). the convenience.It is definitely worth some thought if it will makethe customer experience a better one. How about a boutique or nail salon for service Customers? If that sounds ridiculous to you thereA nice service lounge coffee shop environment are two dealerships in Orange County Californiacan go a long way if it is well stocked, clean and who would have something to say about that. Onecarries a diverse assortment of refreshments that offers those things along with a putting green, freeyour customers will appreciate. Not just cokes shuttles to the airport and a full service Starbucks.and coffee. Teas, juices, bottled water and other Its biggest competitor in the same city has uppedthings are usually appreciated as well as something the ante with another version of the same that alsoto munch on that doesn’t necessarily require a lot includes Flat Screen TV’s throughout the Serviceof preparation. Making sure it is kept clean and Lounge and in the bathrooms as well.attended regularly by someone who has a pleasantand helpful attitude can also be very important. If it’s time to upgrade your Service Lounge toEverybody likes a bartender who knows how to compete with today’s customer expectations, don’tlisten. Sometimes that can go a long way to ease just repaint the place and by a new coffeepot. Getthe pressure of the moment. some help from people who know how to do these things and put together a plan that will set youTo start with, it is good to evaluate the current apart from the competition and let your customerspriorities that most people have when it comes to know how much their comfort and conveniencethe vehicles they drive. What are they looking for means to you. There are a lot of good examplesin the cars they buy and how can that shed light on out there that can inspire you and if you need helphow to construct a service lounge that reinforces in this area, call our offices to see what we can dothe priorities that concern them? Environmental to help you find the right direction for what youissues are big today as are fuel efficiency, want to do.reliability, safety and cost. What’s right for others may not be right for youStyle is always important to car shoppers, but too but doing nothing won’t change a thing. Withoften dealership service departments focus only the car business booming like it hasn’t for a longon showcasing the typical products that have to do while, now is a great time to step up to the platewith style. They feature racks of fancy wheels or and make the kind of changes that can carry youtechnological devices that may or may not appeal into the future with a whole new vision for howto the customers buying motives. What about to serve your customers and grow your businesssetting up an area that focuses on Green Products to new levels.or promotes items and services that supportwww.davidlewis.com Dealership OverDrive 11

How toMake LocalAds PayoffIn today’s Internet dominated marketplace, a BDC, has a blog on their website and does promoting your inventory locally often online prospecting and advertising through other means doing the best you can on your own outsourced mediums. Most new car dealers stillwebsite. This is especially true if your dealership run ads in the local newspapers but the local printpromotes their business on social media, operates12 Dealership OverDrive www.davidlewis.com

advertising budgets are more often being diverted to owners tend to watch competition shows anddigital advertising to compete in today’s marketplace. reality TV, while Scion and Mitsubishi drivers like animated adult shows. Porsche and JaguarDirect response advertising to mobile devices is drivers lean toward financial programs and cargrowing at a rapid pace as more people are using owners who make under $100,000 annually andtheir smart phones and tablets to search for the are between the ages of 35 and 54 have a generalproducts and services they want and need. The tendency to fast-forward through commercials ifautomobile industry is expected to spend over $7 they have the ability to do that.billion in digital advertising this year in responseto the dramatic growth in automotive sales This kind of information can help you target yourover the past several years. This represents advertising to the right market. Customizing yourapproximately a 20% increase in digital ads to appeal to the right demographic is just asadvertising budgets for our industry since 2002. important. You might find the perfect program time slot for advertising your products, but if theTelevision and radio ads are still a large part of viewers don’t relate to your ads the value anddealership budgets for some who have taken on impact will be greatly diminished. This is wherea more personal approach and are seeing great qualified marketing consultants can help youresults in the process. Owners can now be seen tremendously. Find out who is watching theor heard using their grandchildren or even their programs where you want to advertise and createpets to draw shoppers who like the idea of a more ads that will appeal to those viewers.personal touch. This carries a sense of communitythat is often lost in ads focused on shouting out What are the primary reasons customers buy theunbelievable prices and unbelievable interest rates brand of vehicles that you sell? Is it styling,on unbelievable deals. Sometimes, if something is reliability, efficiency or how long those vehiclestoo unbelievable it becomes very easy not to believe. hold their value? Are they looking for power, passenger space or average cost of operation?According to a January 2016 JD Powers™ report These are the things you want to know foron media advertising, auto dealers are seeing great advertising your products.results for ads placed on local news and sportsprograms. According to the report, “new-vehicle Regardless of how much your teenage son mightdrivers continue to watch broadcast news and like your new Buick, trying to sell them to hissports programs, both live on TV and streaming age group would be a mistake and a waste ofonline.” This bodes well for those dealerships advertising money. On the other hand, customizingthat have regular ad representation during those your ad to reach his grandfathers friends will be aprogram slots. That idea is supported by the fact much better investment on your part. But, don’tthat advertisers spent as much as $5 million for try to sell grandpa on the new Shelby Mustang. Ita 30-second spot during the Super Bowl this past might be a good idea in his dreams, but unless heFebruary. That same JD Powers report said that is having a midlife crisis he is not likely to go buy“Many of the more memorable commercials one tomorrow.we’ve seen during previous Super Bowls havebeen from automakers.” The way you make your local ads pay off is by giving due diligence to the kind of research that isFinding the right demographic for the brands you required and don’t rely on the people selling thesell is also very critical. What age group or social ads as your main source of information on whatdemographic buys the kind of vehicle you sell? you should do and how much you should spend.Do some research to see what programs appeal to See what’s been working for other dealers don’tyour customer demographic and place your ads be afraid to imitate the best ones, after all,accordingly. For instance, Chevrolet and Jeep imitation is the best form of flattery.www.davidlewis.com Dealership OverDrive 13

SEThNAeLTDRELSYA CLEOVUERLSE DAY 1 • Why the Automobile Industry? • What Makes a Salesperson Successful? • Customer Attitude Toward Salespeople • Salespeople Attitude Toward Customers • Four Rules of Sales • Basic Process Review • Step 1 - Meet & GreetThis course is available to take every DAY 2 week at all 3 DLA Training Centers! • Characteristics & Perceptions • Attitudes & Feelings • Industry Myths • 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-UpA five-day course designed for the individual DAY 5just entering an Auto Sales Career. Students • Handling Phone Upswill learn the basic principles of how a • Goal TrackingDealership operates and leave havinglearned a comprehensive outline on the Please call 800-374-3314 ext. 215 orsteps to the sale. Extensive role playing and visit us online at: www.davidlewis.comscenario based situations will be covered.Each participant will return to the Dealership www.davidlewis.comready to take their first “UP.”14 Dealership OverDrive

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The Art of Selling Used CarsNo doubt there have been some pretty shady In today’s stressed economy, people who once actors out there who have made their would only purchase new cars often find living in the business of selling cars, but themselves considering new or used vehiclesthese kinds of spoof movies are good for a laugh instead. The credit crunch that occurred during theand that’s about it. Fortunately, movies like ‘The previous recession has made financing a struggleGoods: Live Hard, Sell Hard,’ ‘Used Cars’ and for some, and cautious buyers today often prefer‘Cadillac Man’ are a stretch of the imagination for paying cash for a good used car rather thanany reasonable person. floating a new car loan or lease for years. That makes the used car salesperson an important partThe truth is selling used cars can be extremely of the process and offers great opportunities forrewarding as part of a new car salesperson’s career. both the buyer and the seller.It can also offer an exceptional value for someonelooking to save money on a nice car. Good used To start with, let me say that this article is notvehicles offer a tremendous alternative to the meant to present slick talking shysters withfrugal customer if they were well maintained by more information on how to take advantage ofthe previous owner. Because of the exceptional unsuspecting shoppers. Selling used cars really isquality of most cars being built today, mileage an art when it is done right and there’s no reasonissues are not as problematic as they once were. A to think it’s something less than a valuable servicegood used car can be a tremendous investment for for buyers. But, before a used car is presented tosomeone looking to save some money. the customer, it should be completely gone over to make sure it is something that should be soldBecause of the nature of the business, many from your dealership. Selling quality pre-ownedsalespeople do exceptionally well selling used cars vehicles can be extremely profitable to a dealershipas a part of their inventory. Those who do it well and can raise the public perception of your business ifbecome valuable resources for their customers you provide good warranty support for the customer.if they are honest and sell good products. It iscertainly the quality of the products that a Know What Buyers Are Looking Fordealership puts on their lot that separates reputabledealers and salespeople from those who will sell According to Edmunds’™ their recent Q1 reportanything just to make a buck. There is really no for 2016, the average retail sales price on a usedexcuse for selling cars that are fit for the salvage car was $18,838, a first-quarter record. That’s ayard to people who are just desperate to get 3.2% increase over the previous year and the firsta vehicle. time prices for used cars averaged over $18,000. They attribute the rise in used-car prices to the fact16 Dealership OverDrive www.davidlewis.com

that pre-owned car buyers are purchasing vehicles Don’t Wait To Be Asked for a Vehiclethat are nearly new and the demand for utility History Reportvehicles, which tend to be more expensive thancars, is currently very strong. The price of a Vehicle History Report is well worth it and can mean a lot to shoppers. If you wait untilThat is valuable information if you want to sell more you have a potential buyer to get one it puts a badused cars. By staying abreast of the market and light on your used car sales process. Put a copymonitoring quarterly reports from organizations on the window or at least a note that there is onelike Edmunds that track used car sales, you stand available, and if there are accident issues noted ina better chance of having the kind of inventory on the report, be prepared to show that you’ve takenyour lot that buyers are looking for. care of them before putting the vehicle up for sale. This is important information that every salespersonDon’t Sell What You Can’t Support should know about the used cars on their lot. If that’s how you make your living it is yourUsed car buyers are not always looking for the responsibility to keep up with such pertinent andcheapest vehicles and they don’t expect them to valuable information for your Customers.come with factory warranties in most cases. Theydo, however, want the dealer to back up their Always Be Honest With Your Customersproducts with reasonable support. Relying on the‘As Is Sticker’ to cover poor business practices is a This should be an unspoken rule for any good carsure way to earn a less than positive reputation in salesperson. If you have to lie or cheat to be inthe community. Since most used car owners buy this business, you should look for another waymore frequently than new car buyers do, treating to make a living. Customers are the most valuablethem well means they will probably be back for asset that any business has and they should alwaystheir next purchase. They offer a greater potential be appreciated and treated with the utmost respect.for referrals than most new car buyers do. If you Like it or not, if the customers go away ourstay in touch with them and join their preferred paychecks go with them. Keeping that in mindsocial media network, you may find yourself getting will help you avoid developing the mindset thata ton of referrals from everyone who likes the car says “buyers are liars!” In our experience at Davidyou sold them and likes the way you do business. Lewis and Associates, we have learned that if buyers do lie, it is usually a direct response to theBefore putting a vehicle on your lot, you should questions car salespeople ask or the defensivenesstry to repair or replace any broken parts. This, of that customers have to avoid being cheated.course, means any mechanical issues must be dealtwith properly and any vehicle body dings or dents Apply these basic rules and concepts to your usedshould be repaired. The interior of the car should car selling process and not only will your profitsalso be as impressive as possible and well cleaned grow, your reputation with customers will doso as not to have that smell the often comes from the same. There will always be salespeople andtrying to cover up bad odors. The little things dealers out there who provide fodder for thecan make a big difference to the customers’ moviemakers that want to demean our business forperception and can make or break a potential their own commercial benefit. But you don’t havedeal. Replace any broken buttons or things like to be one of the salespeople or dealerships thatinterior light bulbs, torn or deteriorated floor mats fit a script writers’ opinion of the business youor seats, missing cigarette lighters or radio knobs. have chosen. Selling used cars is still a greatRepair or replace damaged headliners as this is a opportunity for anyone who wants to make a goodrelatively inexpensive process but well worth the living and provide a good product and service forinvestment. These are the first things shoppers his or her Customers.will usually notice and ignoring them makes abad impression on potential buyers.www.davidlewis.com Dealership OverDrive 17

Teslaand theFuture ofElectric CarsIt seems like the new crop of billionaires priority on his agenda. coming out of the tech industry have two primary interests apart from continuing to Tesla’s founders Martin Eberhard and businessmake their zillions: getting to outer space to see partner Marc Tarpenning started the companywhat mineral deposits are available on the moon based on a portable eBook reader Eberhard helpedor other planets, and creating an electric car that to design. Eberhard’s previous history in computerwill fulfill the apocalyptic vision some have of development and engineering helped him createhuman climate control failures. For Elon Musk, one of the first e-Book readers, the Rocket Reader.co-founder of PayPal and an initial investor and This compelled him to launch out into his newnow CEO and primary stockholder of Tesla venture and provided access to funding and theMotors, the electric car is obviously a high18 Dealership OverDrive www.davidlewis.com

necessary resources he needed to get started. the first Tesla Roadster hit the market in 2008.With no history in the auto industry Eberhard The Company plans to release an updated Tesladecided to create the world’s first high-performance Roadster by 2017, which if things go well, willelectric car. Referring to early electric cars as have a “2018” model year designation. Their“punishment cars,” Eberhard decided to create Model X SUV/crossover is selling well andone that would have mass appeal and deliver high challenging the Nissan Leaf, while the Model 3performance without the use of fossil fuels. At sedan takes on the Chevy Volt PHEV as its mainthe time, others were attempting to produce fully competition. Supposedly, the new Roadster –electric cars, but they were not particularly desirable which is being compared to the BMW i3 – willand essentially too problematic for the average car be joining the lineup, as well.owner to get excited about. The much cheaper Chevy Volt is still ruling in theComing from an engineering background and low end marketplace and according to Kelly Bluebeing morally opposed to the auto industries ties book, they could achieve sales of up to 80,000 byto foreign oil, Eberhard wanted to build a sporty the end of this year. Of course, they also admitcar that had electric power and could drive at that it is a guess since many electric car enthusiastshigh speeds for an acceptable distance before may be waiting for the new Tesla Model 3 releaseneeding to be recharged. To accomplish this he before buying. If that goes well, Tesla coulddidn’t just start building cars from scratch. He definitely affect that number in a big way.took advantage of outsourcing, which made thevarious elements fairly easy to acquire. Once With over two dozen all-electric and plug-inthey had the initial investment funds in place they hybrid electric vehicles on the market and aboutchose a design from England-based Lotus, basing the same number of new units up for release in thetheir initial design for the Tesla Roadster on the next two years, the market is beginning to broaden.Lotus Elise. Mercedes plans to offer 10 different plug-in hybrid models in the next couple of years and BMWMartin Eberhard has since left the company made a similar announcement in March of 2015.and it is currently run by Elon Musk who isChairman and CEO and the largest stock holder. The Nissan Leaf is still the best-selling electric carWith over $8 billion in total assets as of 2015 and worldwide, with the Mitsubishi Outlander PHEVover 13,000 employees, they are poised to continue and the Tesla Model S running second and thirdadvancing the place of fully electric luxury cars in respectively. In the U.S. however, as of May 2016,the high-end automotive marketplace. the Tesla S3 is in first place followed by the Chevy Volt, Ford Fusion, Tesla Model X, and the NissanIt was the Tesla Roadster that initially gained them Leaf. The hoped for goal of Green Car makers iswidespread attention as creators of the first fully to reach 1% of all automotive sales by 2016 yearselectric car. Their second vehicle, the Model S, end. With so many getting into the game now thatis an all electric luxury sedan. That was soon goal is almost certain to be attained.followed by the Mark X SUV/crossover whichpassed the 100,000 unit milestone in December So, as we can see, the future looks bright (no pun2015 after three and a half years in production. intended) for electric cars as consumers worldwideThe Model S was the world’s best selling plug-in take on the challenges offered by climate changeelectric vehicle in 2015 and as of December 2015, science and the pursuit of renewable energyit ranks as the world’s second best selling plug-in sources to power the vehicles of the future. Whatcar in history. The Nissan Leaf holds the top spot that means to those American car buyers who stillin that division. So far, Tesla Motors has sold like big cars, trucks and SUV’s with plenty ofalmost 125,000 electric cars worldwide since power and lots of space remains to be seen.www.davidlewis.com Dealership OverDrive 19

FIXEDOPS TrainingFixed Ops topics include: In-Dealership Fixed Ops Training- Advanced Service Management Concepts Our intensive in-dealership training programs are- Service Advisor processes typically one to two days, every four to five weeks.- Walk around presentations Each month the trainer will focus on a different- Handling inbound phone opportunities area predetermined in advance by you and your- Service Upselling management team. Each training day is divided into- Understanding the Service Customer 2 repetitive sessions to enable everyone to attend.- Parts & Body Shop Management Time is spent in both a classroom environment and on the service lane working directly with customers. Classes at the DLA Training Centers The DLA Training Centers are located in King of Prussia, PA - Pittsburgh, PA and Montvale, NJ. Our 10,000 square foot facilities offer a full range of courses to meet the training needs of everyone in the Dealership. We offer controlled classroom sizes that allow for both group and individualized training. Attendance includes both breakfast and lunch. Online Fixed Ops Training The DLA Fixed Ops Online Training Program is designed to let you train at your own pace. It can be used as a complete training environment or as a reinforcement tool subsequent to attending a class at one of our convenient training centers or following an In-Dealership workshop session. DLA Online provides you and your staff access to over 1,000 videos and 300+ hours of great material and is available 24/7 on any device.Please call 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com

TR3ANIAENTWITNHCGELCADESLNSATEESRS•••AfRHPodeorrvcowSaefnaipttclosteeis$Iodnpn1cNei0rsoee0tpg/aKloPsePtehieaoDrtneiMeoanOloesnprtsehhraiptor TO CHOOSE FROM3 TRAINING CENTERS PITTSBURGH NY/NJ METRO PHILADELPHIA For more information regarding the 3 new classes, please call Mary Mannella at 800-374-3314 ext. 215 or email her at [email protected]

Finding TomorrowsCollectible Cars ... TodayThe collectible car market has been booming insuring collectible cars? A few years back, the for the last few years and some vintage company began surveying its base of some 50,000 models are fetching prices from that rare customers to guess which of today’s commonbreed of dedicated collectors that are hard to consumer vehicles they thought might be hotbelieve. Of course, there are a whole range of collectibles in the future. Here are some of thedifferent opinions about what is valuable and what picks their uniquely qualified customers came upisn’t, but pretty much anything that had a limited with during the survey:production, is older than your parents, and is,for the most part, in its original condition, can #1 Toyota FJ Cruiserbe expected to bring in a lot more than it wasworth when it was new. According to McKeel Hagerty, president of Hagerty Insurance, the FJ’s future collectible statusIn some cases, cars that were pretty much comes from the fact that it is a Toyota and it hasconsidered losers when they first hit the market such an eye catching and unusual design. Hagertycan bring a fortune when they reach that believes that the Toyota brands current popularitycollectible stage of life. The unusual car or truck with consumers will make it even more valuableoften outpaces models that were superstars in with collectors in the future.their day just because they are so different. Muchlike the dork who no one ever wanted to hang out Hagerty also believes the FJ’s unique design andwith in school but ended up inventing a software off-road prowess will also help it in the future carprogram that made him billions, guessing how collectibles market. This is based on the notionthe future will value today’s vehicles can be a bit that car collectors don’t go for vehicles thatof a challenge. pretend to be what they are not. A vehicle that really delivers on its promise will always be worthBut, as always, there are those among us who more in the future.believe they can predict such things and thereis no shortage of that when it comes to guessing #2 - Mini Cooperwhich of today’s vehicles will become valuablecollectibles in the future. Here are a few ideas Though the brand itself has been popular in Europefrom those who think they have a crystal ball into since 1959, the unique size and design of the 2000such things and the reasons they give for making and up Mini Cooper has made it very popular inthese predictions. Who better for the task than today’s marketplace. It already has a followingHagerty Insurance, a company that specializes in of its own which is important for its collectible status. Beyond that, the Mini already has shown22 Dealership OverDrive www.davidlewis.com

excellent short-term resale value. It’s not unusual appeals to the rough-and-tumble driver whofor the Mini Cooper to finish high on the list of appreciates the feel and sound of a real race car.Kelley blue book’s annual Resale Value Awards. Its steering oversized tires and its supersensitiveAfter five years, a Mini Cooper is worth about half steering makes it respond to every wrinkle on theits original price when most cars hold about a third road. So, like a race car driver, you want to keepof their original value. According to Hagerty, the your hands on the wheel at all times. Accordingresale value of a used car is a good predictor of to Hagerty it has the image of a pit bull whichfuture collectability. makes it a good prospect for becoming a highly collectible car in years to come.#3 - Lotus Elise #5 - Acura NSXThe Lotus Company of England started producingthe Elise Series 1 in 1996 and is still producing a Though Acura stopped production of the NSXSeries 3 at the current time. The two-seater rear after the 2005 model year, it is still considered awheel drive sports car has a hands-free fiberglass collectible vehicle of choice. The NSX was firstbody shell upon a bonded aluminum chassis introduced in 1990 and it didn’t change muchgiving it a rigid platform for the suspension. Much during the years it was in production. McKeellike the Dodge Viper, the Elise is the ultimate in Hagerty believes it is a good choice for theroad-going race cars. Any extras that add to its collector market because of its unique status as aweight but are not necessary are done away with to rare Japanese semi-exotic. Powered by a V6provide its unique lightness and agility. The early engine it was considered the sporty part ofElise was capable of speeds of 150 mph. Tesla Honda’s luxury car division.used the Elise as a model for the initial design oftheir first Tesla Roadster. The Elise was named #6 - Scion xBafter Elisa, the granddaughter of Lotuses formerchairman Romano Artioli who also headed Bugatti The tall, boxy xB is the most popular model ofat the time of the cars initial launch. Toyota’s Scion brand and is instantly recognizable to American consumers. Targeted at the young, hip#4 - Dodge Viper and frugal buyer, these cars are simple, not terribly powerful and are easy cars to customize. TheyAlready gathering an avid, cult-like following have a great resale track record and their uniquemakes the Viper a perfect example of what Hagerty body style makes them somewhat of a peculiarsays can boost a car’s appeal in the collector-car cross between a mini-station wagon and an earlymarket. “The Viper created almost a new category milk delivery truck. The newer ones have less offor itself as kind of the anti-Corvette,” said a boxy appearance but the early 2003-06 modelsHagerty. But, unlike the Corvette which pampers cannot be mistaken for anything else. Car andits owners would amenities like side impact Driver Magazine rated the 2008 Scion XB as oneairbags, cup holders and computerized stability of the top 10 safest vehicles for under $25,000 incontrol, the Viper offers no such luxuries but US currency.Toyota FJ Cruiser Mini Cooperwww.davidlewis.com Continued on next page Dealership OverDrive 23

Lotus Elise Dodge Viper Acura NSX Scion xB#7 - Audi TT either love or hate. The Chrysler 300 is a full-size flagship luxury sedan produced and designed byThe Audi TT was introduced in 1999 and Ralph Gilles in 2001, and first shown at the 2003represented a new design direction for Audi with New York Auto Show as a concept car. The 300its emphasis on simple, flowing shapes and lines. was Chrysler’s first rear-wheel-drive full-sizedThis small two-door sports car was marketed by sedan since the discontinuation of the 1981Volkswagen Group subsidiary Audi since 1998 Chrysler Newport. The 300’s brash look pointedand was originally assembled in Győr, Hungary to a direction for other Detroit car companies tousing body shells manufactured and painted at follow allowing American cars to look ‘American’Audi’s Ingolstadt plant. The third generation once again.model changed that using parts made entirely byfactory in Hungary. The TT was first shown as #10 - Smart Fortwoa concept car at the 1995 Frankfurt Motor Show.The original design is credited to J. Mays and Last but not least is DaimlerChrysler’s SmartFreeman Thomas, with others contributing to brand which has struggled to make money inthe award-winning interior design. The original Europe and Canada but came to the U.S. in 2008design philosophy has changed quite a bit since with a new, redesigned Fortwo. The Smartthen, evolving into something a little more Fortwo is a rear-engine, rear-wheel-drive, 2-seateraggressive, including a redesigned TT with hatchback car made for city driving and marketedmore straight edges and a bit of a scowl. by the Smart division of Daimler AG. Noted for its 2.69 meter overall length, high H-point seating and#8 - Jaguar XK offset passenger and driver seats, the Fortwo offers hybrid-like fuel economy, the old-fashioned way:The Jaguar XK is a two door grand touring With a tiny little engine pushing around a tiny littletwo-seater manufactured and marketed by Jaguar car. The Fortwo will fit two people and enoughCars from 1996-2014. The XK was introduced baggage for an overnight trip. But it will also fitat the Geneva Motor Show in March of 1996 and into a parking space half the size of most cars.the last one rolled off the production line in Julyof 2014. Hagerty Insurance customers suggested the Fortwo’s most compelling selling point as a futureThe first generation XK was marketed as the collectible will be its peculiar looks. It resemblesXK8 and was Jaguar’s first 8-cylinder model no other car around. In fact, some think it doesn’tintroducing the Jaguar AJ-V8 engine since the resemble anything around.Daimler 250. The second generation XK boastedan aluminum monocoque body shell and was Well there you have it. Now, it’s time to decidelaunched in 2006 for the 2007 model year. The which one you’re going to go out and buy firstoval grill makes the Xk resemble a Ford Taurus to start your collection of vehicles that will financein some ways but in person it is one of the most your future retirement. Since Hagerty is thebeautiful automobiles around. largest provider of insurance for collectible cars, boats and motorcycles in the world, it’s a pretty#9 - Chrysler 300 good bet that they know what they’re talking about. I think I’ll start with the Dodge ViperChryslers’ introduction of the 300 in 2004 marked myself. I’m feeling a bit sporty after writingthe rebirth of the big American car, complete this article.with the attitude that such cars boasted for a longtime. Boasting an enormous grill and an available5.7-liter Hemi V-8 engine, the 300 is a car people24 Dealership OverDrive www.davidlewis.com

Success has two ingredients: People and Training.Let DLA Recruiting provide you with both! DLA Salespeople, Internet/BDC, Service Advisors and Administrative staff RECRUITING • Ads placed in your local area in CareerBuilder, Monster.com, Indeed, Craigslist and your local workforce agencies. • Recruiters begin reverse resume researching and marketing, as well as, resume prospecting throughout your area. • Applicants are screened based on your desired hiring criteria. • Phone interviews are conducted to confirm eligibility and skill level for the desired position. • Candidates who meet requirements, are scheduled with a face to face interview with the designated Dealership contact. • Once a hire is made, our Training Liasion will enroll the hiree into the appropriate course depending on the position they accepted. DLA RECRUITING WILL: • Find Candidates • Screen Prospects • Schedule Interviewswww.davidlewis.com For information, please call MaryoMr Dvainesnaitleeulrlsashaaittp:8wO0wv0e-w3rD.7d4rai-vv3ei3d1l4ewei2xst5..c2o1m5

Structuring YourSales Process to WinAs a company founded and developed to information and the repetitive practice and use train people in the retail automotive of that information until the process has been business, at David Lewis and Associates developed and perfected.we teach processes that have proven to createsuccessful results for our students. Though we An unstructured sales process depends solely onbelieve in the value of instincts and talent, we personal talent and is therefore not reliable onhave found that when they are reinforced with a large scale. Sure, you can teach someone tosolid training and proven techniques, the level parrot what they are hearing word for word,of success increases exponentially. Our training but that largely depends upon a pre-determinedmethods are based on teaching the right question or obstacle coming from the customer.26 Dealership OverDrive www.davidlewis.com

Though this method has some value as part of the for defensiveness on the part of the customer thetraining process, the goal must be to personalize sales process can be fun and exciting and free ofthe information and techniques being taught and threats or methods designed to pressure them tomake them part of your own process. This way make a decision before they are ready to do so.they become natural to the salesperson andeventually creates a spontaneous response to Most shoppers today rely on the Internet as acustomers that is convincing and persuasive. source of information to help them avoid the intimidation that often accompanies an unpreparedCar sales trainers have always depended on some visit to a car dealership. Today’s shoppers haveform of a “steps to the sale” process by which they tremendous access to this information and willgive their students a repeatable format to follow. spend an average of 12 to 18 hours on the InternetThis has evolved over time into various in preparation for going to shop for a car. Whatmethodologies still in use today. These methods this means is that they are well prepared to knowoften teach the philosophy of controlling the what they are looking for and are well aware ofcustomer and utilize various techniques often the potential for being manipulated and controlledconsidered to be nothing short of pressure and by a salesperson. In other words, they know themanipulation. The long-term result of this type standard process and mentality of most people inof process has produced a public opinion of car the car business and they don’t plan to let someonesalespeople that regularly places them just above else make their purchasing decision for them.politicians and lobbyists in the rankings ofrespected career types. Our methods teach students to develop a customer friendly process that disarms the shoppers’At David Lewis & Associates we teach a defensive posture and helps them find just whatstructured process that is natural for positive they are looking for in a vehicle, a salesperson anddialogue and non-threatening to the customer. a dealership. Rather than selling them on what theThe goal is to first understand what the customer’s salesperson thinks they need, they introducewants and needs are and what they hope to them to their available inventory and observeachieve, and then inspire them by being unique the customers buying signals during the process.and different from others who work in this When this method is used, the customer sellsbusiness. Our process focuses more on listening themselves on the vehicle they want and has aand learning then on telling and selling. The initial tendency to take mental ownership that leads to thepurpose of the ‘Meet and Greet’ step in the process final purchase. This usually minimizes price aloneis to reduce the natural defensiveness of the as the determining factor and eventually createscustomer and gain their trust and confidence. This a win-win situation for both the customer and theis done in a way that presents the salesperson as dealership. The desired outcome of this processrespectful and appreciative of the opportunity to is to create customer loyalty that goes beyond theearn the customer’s business, and the recognition single purchase result and often leads to developingthat the customer has a right to shop around if they a customer for life.choose to do so. By removing this natural tendency Continued on next pagewww.davidlewis.com Dealership OverDrive 27

Structuring Your Sales Process to Win, continued that salesperson and dealership whenever they have transportation needs or know someone elseEvery step of our training process is to teach our who is in the market for a new vehicle. With thestudents how inspire the customer with the vehicles proper customer care and continued developmentthey sell, the personality of the salesperson, and the of the business relationship, these customers learnquality and business processes of the dealership. to rely on that salesperson or dealership for all their automotive needs and a loyal businessIn spite of the fact that most car salespeople believe relationship can be established that will oftenprice is the primary driving force of the sale, we create a customer for life.have found that focusing on price is the surestway to minimize dealership profits, lower sales Learning the right methods and structuring yourcommissions and leave the customer with a less sales process to win is without a doubt the mostthan desirable purchasing experience. When price effective way to establish a long and rewardingis the only determining factor, there is no sense career in this business. Following this method ofof bond created between the buyer and the seller. education has made David Lewis & AssociatesAnd, if they do buy, every aspect of their ownership one of the most respected training resources in theexperience is up for grabs whenever they need retail automotive industry today. If you have notservice or maintenance. They will go elsewhere yet taken advantage of the many courses of studyfor their maintenance and service if they can find we offer, take a look at the various programs wea cheaper price, and their potential business for have to advance you career to the next level. Wefuture car purchases is up for grabs as well. offer training that produces results and helps you reach your maximum potential in the excitingA well structured sales process goes beyond price and profitable business of retail automotive salesalone and focuses on creating a buying experience and management.that impacts the customer in a positive way. Whenthis happens, they will want to do business with28 Dealership OverDrive “Bob, the ‘Check Engine’ light just came on.” www.davidlewis.com

UpcomingCourses Philadelphia Training CenterAUG 8/3 SEPAdvanced Sales: Level 2 9/1 Entry Level Sales (Day 4) 8/4 9/2 Entry Level Sales (Day 5) 8/5 Internet/BDC: Lead Generation (Day 1) Social Media for Salespeople 8/8 Internet/BDC: Lead Generation (Day 2) 9/7 Understanding Your Customer (9-1pm) 8/9 Common Mistakes Salespeople Make (1-5pm) Objections: Level 2 9/8 Phone-Ups: Level 2 8/10 Social Media for Salespeople Entry Level Service Advisor (Day 1) Advanced Sales: Level 1 8/11 Advanced Sales: Level 1 9/9 Advanced Sales Program (Day 1) Advanced Sales Program (Day 1) 9/12 Entry Level Service Advisor (Day 2) 8/12 Advanced Service Manager Concepts 9/13 Objections: Level 1 Advanced Service Management Program (Day 1) Advanced Sales Program (Day 2) 8/15 Objections: Level 1 9/14 Entry Level Service Advisor (Day 3) 8/16 Advanced Sales Program (Day 2) Leasing for Salespeople (9-1pm) 8/17 Management Service Advisor Training (9-1pm) Prospecting & Follow-Up (1-5pm) 8/18 Advanced Service Revenue Creation (1-5pm) Advanced Sales Program (Day 3) 8/19 Advanced Service Management Program (Day 2) Entry Level Service Advisor (Day 4) 8/22 Phone-Ups: Level 1 8/23 Advanced F&I Concepts (Day 1) 9/15 Advanced Sales Program (Day 3) 8/24 Leasing for Salespeople (9-1pm) Entry Level Sales (Day 1) Prospecting & Follow-Up (1-5pm) 9/16 Entry Level Sales (Day 2) 8/25 Advanced Sales Program (Day 3) 9/19 Entry Level Sales (Day 3) Understanding the Service Customer (9-1pm) 9/20 8/26 Advanced Service BDC Concepts (1-5pm) 9/21 Advanced Service Management Program (Day 3) 8/29 Advanced F&I Concepts (Day 2) 8/30 Phone-Ups: Level 1 8/31 Advanced Sales Program (Day 4) Entry Level Sales (Day 1) Entry Level Sales (Day 2) Entry Level Sales (Day 3) 9/22 Entry Level Sales (Day 4) Entry Level Sales (Day 4) 9/23 Entry Level Sales (Day 5) Entry Level Sales (Day 5) Common Mistakes Salespeople Make (9-1pm) “I had a wonderful week at training. I feel Business Etiquette (1-5pm) like I am a thousand miles from where I Advanced Sales Management was prior to the course and I look forward Advanced Sales Management Program (Day 1) to using my knew knowledge. Brian was Leadership (9-1pm) very professional, energetic and a pleasure Coaching (1-5pm) to be taught by. Thank you for offering Advanced Sales Management Program (Day 2) such a wonderful training program and Advanced Management Negotiations (9-1pm) I actually look forward to taking more Hiring/Motivation (1-5pm) courses at DLA!” - Delson Burns, C&C Ford Chrysler Advanced Sales Management Program (Day 3) Train the Trainer (9-1pm) Leasing for Managers (1-5pm) Advanced Sales Management Program (Day 4) Entry Level Sales (Day 1) For more information Entry Level Sales (Day 2) call 800-374-3314 ext. 215 Entry Level Sales (Day 3)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

UpcomingCourses NY/NJ Metro Training CenterAUG 8/3 Advanced Sales: Level 2 SEP 9/1 Internet/BDC: Lead Generation (Day 1) 8/4 Objections: Level 2 9/2 Internet/BDC: Lead Generation (Day 2) 8/5 Phone-Ups: Level 2 9/6 Advanced Sales: Level 1 Advanced Sales Program (Day 1) 8/8 Entry Level Sales (Day 1) 9/7 Objections: Level 1 8/9 Entry Level Sales (Day 2) Advanced Sales Program (Day 2)8/10 Entry Level Sales (Day 3) Advanced Service Manager Concepts8/11 Entry Level Sales (Day 4) Advanced Service Management Program (Day 1)8/12 Entry Level Sales (Day 5)8/15 Common Mistakes Salespeople Make (9-1pm) 9/8 Advanced F&I Concepts (Day 1) Leasing for Salespeople (9-1pm) Understanding Your Customer (1-5pm) Prospecting & Follow-Up (1-5pm)8/16 Advanced Sales: Level 1 Advanced Sales Program (Day 3) Management Service Advisor Training (9-1pm) Advanced Sales Program (Day 1) Advanced Service Revenue Creation (1-5pm)8/17 Objections: Level 1 Advanced Service Management Program (Day 2) Advanced Sales Program (Day 2) 9/9 Advanced F&I Concepts (Day 2) Phone-Ups: Level 1 Advanced Sales Program (Day 4) Understanding the Service Customer (9-1pm) Advanced Service BDC Concepts (1-5pm) Advanced Service Management Program (Day 3)8/18 Leasing for Salespeople (9-1pm) 9/12 Entry Level Sales (Day 1) Prospecting & Follow-Up (1-5pm) 9/13 Entry Level Sales (Day 2) Advanced Sales Program (Day 3) 9/14 Entry Level Sales (Day 3) 9/15 Entry Level Sales (Day 4)8/19 Phone-Ups: Level 1 9/16 Entry Level Sales (Day 5) Advanced Sales Program (Day 4) 9/20 Advanced Sales Management8/22 Entry Level Sales (Day 1) Advanced Sales Management Program (Day 1)8/23 Entry Level Sales (Day 2)8/24 Entry Level Sales (Day 3) 9/21 Leadership (9-1pm) Advanced Service Advisor Techniques (9-5pm) Coaching (1-5pm) Advanced Service Advisor Program (Day 1) Advanced Sales Management Program (Day 2)8/25 Entry Level Sales (Day 4) 9/22 Advanced Management Negotiations (9-1pm) Understanding the Service Customer (9-1pm) Hiring/Motivation (1-5pm) Service Advisor Phone Techniques (1-5pm) Advanced Sales Management Program (Day 3) Advanced Service Advisor Program (Day 2) 9/23 Train the Trainer (9-1pm)8/26 Entry Level Sales (Day 5) Leasing for Managers (1-5pm) Effective Service Walk Arounds (9-1pm) Advanced Sales Management Program (Day 4) Advanced Service Advisor Program (Day 3) 9/26 Entry Level Sales (Day 1)8/29 Business Etiquette (9-1pm) 9/27 Entry Level Sales (Day 2) 9/28 Entry Level Sales (Day 3)For more information please 9/29 Entry Level Sales (Day 4) call 800-374-3314 ext. 215 9/30 Entry Level Sales (Day 5)Scheduled course dates are subject to change without prior notice. Please check www.davidlewis.com for updated class dates and details.30 Dealership OverDrive www.davidlewis.com

UpcomingCourses Pittsburgh Training Center SEP 9/12 Understanding Your Customer (9-1pm) Common Mistakes Salespeople Make (1-5pm) 9/13 Advanced Sales: Level 1 Advanced Sales Program (Day 1) AUTOMOTIVE TRAINING CENTER9/14 Objections: Level 1 Advanced Sales Program (Day 2) 9/15 Leasing for Salespeople (9-1pm) Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 3) 9/16 Phone-Ups: Level 1 Advanced Sales Program (Day 4) 9/19 Social Media for Salespeople 9/20 Entry Level Service Advisor (Day 1) 9/21 Entry Level Service Advisor (Day 2) 9/22 Entry Level Service Advisor (Day 3) 9/23 Entry Level Service Advisor (Day 4) 9/26 Entry Level Sales (Day 1) 9/27 Entry Level Sales (Day 2) 9/28 Entry Level Sales (Day 3) 9/29 Entry Level Sales (Day 4) Pittsburgh, PA9/30 Entry Level Sales (Day 5) “This class was great and I really loved being here. The instructors were fun. I learned a lot and I feel my time was fulfilled. I hope I am able to take the teachings with me wherever I end up. I just want to takethe time to thank my manager for sending me and I would like to thank Brian and Dino for teaching.” Jesse Trader, Sales Representative at Winner Ford/Hyundaiwww.davidlewis.com For more information please call 800-374-3314 ext. 215 Scheduled course dates are subject to change without prior notice. Please check www.davidlewis.com for updated class dates and details. Dealership OverDrive 31

Now With 3 Training Centers to Serve You!Coming toPittsburgh!OPENING SEPTEMBER 12TH!The DLA Automotive Training Centers offer classes for:• Salespeople • Secondary Finance• Sales Managers • Service Advisors• Internet/BDC Managers • Service Managers• Internet/BDC Staff • Parts Managers• F&I • Body Shop Managers PHILADELPHIA • NY/NJ METRO • PITTSBURGHFor more information regarding available DLA courses, please call 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com