010218 Training Solutions catalog

2018DLA AutomotiveTRAININGSOLUTIONS Comprehensive Training. Proven Results.

ABOUT DAVID LEWIS & ASSOCIATES Since 1986, David Lewis & Associates (DLA) has been training Dealers, General Managers, Service Managers, Sales Managers, F&I Managers, Salespeople and Service Advisors on the “Art of Inspirational Selling.” Our unique ideas have helped thousands of dealerships nationwide achieve their sales and management goals. As an F&I Training company in the 1980s, DLA created the initial concept for presenting F&I products with presentation flip charts, which later developed into what is now known as “Menu Selling.” In the 1990s, DLA created the concept of “Inspirational Selling” based on the philosophy of a more customer- friendly dealership environment. The program has evolved over the years to keep up with the changing times and today’s technology but the idea behind “Inspirational Selling” remains the same: provide a positive selling experience for customers and dealerships alike. In 2007, due to the company’s training success, David wrote his first book based on his sales concepts titled Secrets of Inspirational Selling, which quickly became and must-read book for the automotive industry. Since then, David has written four more books; Common Mistakes Automotive Salespeople Make, The Leadership Factor, Understanding Your Customer, and Winners vs. Losers. David Lewis & Associates is headquartered in Melbourne, Florida with DLA Training Centers located in Philadelphia, Pittsburgh and NY/NJ Metro. All DLA Trainers are DLA Certified and are recognized experts in the industry.2

WHY CHOOSE DAVIDLEWIS & ASSOCIATES?1. Proven ExperienceDavid Lewis & Associates is the most well-respected and established company in theindustry. David Lewis & Associates was founded in 1986 by David Lewis. For almost30 years, his mission has been the development and enhancement of Dealershippersonnel. His methods have been highly regarded as very Inspirational and Motivating.DLA provides certification and training for Dealers, General Managers, GeneralSales Managers, Sales Managers, Secondary Finance Managers, F&I Managers andSalespeople. His book, “The Secrets of Inspirational Selling” has become an industryrecognized approach for how to sell cars and promote Dealership success.2. Expert TrainersAll of our Trainers are certified through our extensive DLA training program. EachTrainer has been selectively hired based on their education and past experience inthe Automobile Industry. Each course is taught by a trainer with specific experiencein the subject matter.3. Gets ResultsDLA training has yielded tremendous results in several areas of the Dealership. Mostrealize an increase in sales of around 40% in volume and an additional 60% in revenue.In the Service Department, results range from a low of 35% to a high of 70% in increasedcommissionable revenue.4. Our DealershipsDLA trains in both rural and metropolitan areas, in both domestic and import stores,with volume ranges from a low of 30 cars per month to a high of 1,000 cars per month.Our training benefits both the newly hired team member to the most experiencedmanagement staff. 3

DLA IN-DEALERSHIP TRAINING Bring any of our intensive training programs to your Dealership. With our In-Dealership training solutions, your Dealership will receive personalized training designed to meet your specific needs. Whether it is Sales, Service, Internet/BDC or any of our many courses offered, with our In-Dealership workshops, your team will learn new ideas and concepts that will move them to the next level of success. Our training is designed to make steady monthly improvements in both your Sales and Service Departments. Our intensive in-dealership training programs are typically one to two days, every four to five weeks. Each month the trainer will focus on a different area pre-determined in advance by you and your management team. Each training day is divided into 2 repetitive sessions to enable everyone to attend. All training is in a structured environment with workbooks and assignments to be completed for the next visit. Over 30 In-Dealership Workshops to choose from in: . .SALES MANAGEMENT INTERNET/BDC . .F&I FIXED OPS SECONDARY FINANCE “Since signing up with David Lewis & Associates In-Dealership Training, our profits have doubled.” Scott Casebeer / Dealer, Capital Auto Group4

DLA TRAINING CENTERSAbout the Training CentersThe DLA Training Centers are located in King of Prussia, PA, Montvale, NJ and Pittsburgh, PA.We offer superior training away from the Dealership and in an environment advantageous tolearning. Our 10,000 square foot, state-of-the-art facilities are designed to offer a full rangeof classes to meet the training needs of every one in your Dealership. We offer controlledclassroom sizes that allow for both group and individualized training.Training StaffAll Training is done by DLA Certified Trainers who are employed by David Lewis & Associates.Our Trainers have extensive backgrounds in specific areas of the Dealership and come from awide range of Retail Automotive experience. Feel confident your Dealership will engage in asuperior Training Program with a strong curriculum and top-notch Trainers.Certification ProgramTraining at the DLA Training Centers is recognized through the DLA Certification Program.We are proud to distinguish our students for the skills they achieve and do so by officiallyrecognizing that they have completed and mastered these programs successfully. We Offer Courses For:Dealers . General Managers . Service Managers . Sales Managers . F&I Managers . Secondary Finance Managers . Internet/BDC Managers . Internet/BDC Reps . Salespeople . Service Advisors The only complete Automotive Training Centers in the country!PHILADELPHIA - NY/NJ METRO - PITTSBURGH 5

Sales Training The curriculum for DLA Training has been designed to allow for maximum achievement of the ideas and concepts that are presented. The material is up to date, refreshing and created to achieve tremendous results. All DLA Trainers are certified through our internal DLA Training program and represent the best the industry has to offer. All courses are available in the Dealership, at one of our DLA Training Centers and online through our DLA Online Training portal. The following pages represent the courses that are available. Available Sales Training courses Negotiations for Salespeople Leasing for Salespeople Entry Level Sales Prospecting & Follow-Up Advanced Sales Level 1 Understanding Your Customer Advanced Sales Level 2 Common Mistakes Salespeople Make Objections Level 1 Social Media Marketing for Salespeople Objections Level 2 Selling In-Service Phone-Ups Level 1 Phone-Ups Level 2 Leadership/Management An organization starts with great Leadership and succeeds with great coaching. DLA’s Leadership and Management courses focus on productivity, increasing dealership-wide profits, hiring the right people and how to inspire your team by being a leader, not just a boss. In addition to sales and service management, DLA offers courses on the supervisory role and responsibilities of a leadership how to encourage professional growth and development within your team. Another popular course, Increasing Profits $50K Plus Per Month, taught exclusively by David Lewis, focuses on the creation of additional profits within your dealerships. Participants will learn on how to increase revenue by finding additional sources of income from those areas within the dealership that can become stagnant with ways to bring them back to life. Concrete ideas are taught that can be taken back to the dealership for immediate implementation. Available Leadership/Management courses Leadership / Coaching Hiring / Motivation Understanding the Sales Process for Managers Increasing Profits 50K Plus Per Month Advanced Sales Management Prog. (3 Days) Train the Trainer Advanced Management Negotiations Advanced Used Car Management Leasing for Managers6

Fixed OpsWhether you’re just starting your career as a service advisor, or an experiencedAdvisor that could use a refresher, our Fixed Ops training truly focuses on thecustomer experience. Our Fixed Ops courses help advisors and managersunderstand the Service Customer, provides structured steps in the service lane,effective upsell techniques, phone strategies and scripting, overcoming objectionsand how to deal with rejection and stress. Our Entry Level and Advanced ServicePrograms deal with misperceived concepts of the customer and how thoseperceptions can affect the outcome of the visit. DLA’s Service Advisor Techniquesis a hands-on, interactive program with in-depth discussions on the advanced A-Zunderstanding of the service customer, proven expertise on upselling service repairsand maintenance, and how to create a lasting relationship with your customers.Available Fixed Ops courses Service Staff Retention Advanced Service Revenue CreationEntry Level Service Advisor Prog. (4 Days) Effective & Profitable Express Serv. ProcessesAdvanced Service Advisor Prog. (2 1/2 Days) Management Service Advisor TrainingAdvanced Service Advisor Techniques Introduction to Service ManagementUnderstanding the Service Customer Introduction to Service BDCEffective Service Walk-Arounds Advanced Service BDC ConceptsService Advisor Phone TechniquesAdvanced Service Manager Prog. (3 Days)Advanced Service Management Concepts 7

Internet/BDC DLA offers a complete program for the BDC/Internet division. Topics that include ideas and concepts on effective Lead Generation for both the internet process and inbound phone leads. Focus is placed on creating dialogue with the Customer, which in return will create a better opportunity to secure an appointment. Email, Chat and Phone scripts are created, reviewed and examined, along with structured concepts for ongoing sold and unsold Customer follow-up. The program is taught through extensive role play and live interactive critiquing of current methods used by many Dealerships today. In addition to lead generation and inbound sales processes, we have workshops especially designed for the BDC Manager that includes hiring, training and team motivations as well as understanding the difference between Internet Sales and the BDC process. Ideas on effective internet marketing and how to utilize social media to help drive revenue are also taught. Available Internet/BDC courses Internet/BDC Management Internet/BDC Lead Generation (2 Days) F&I Whether you’re just starting a career in F&I or a seasoned professional, DLA offers course material that focuses on all levels of F&I expertise. For the Entry Level F&I team member just entering the field, DLA provides workshops that give a full understand of the F&I customer, banking relationships, dialogue, the sales process including “Menu Selling” techniques, and objection responses. Our advanced courses for F&I Managers provides the tools and knowledge necessary to take their career to the next level. Emphasis is placed on advanced sales, banking processes, and the value of developing control over the delivery process. Other topics include advanced techniques on cash and credit union conversations, Menu closing concepts, and more. Extensive role play and group discussion are a large part of DLA’s F&I workshops. Available F&I courses Service Staff Retention Advanced Service Revenue Creation Entry Level Service Advisor Prog. (4 Days) Effective & Profitable Express Serv. Processes Advanced Service Advisor Prog. (2 1/2 Days) Management Service Advisor Training Advanced Service Advisor Techniques Introduction to Service Management Understanding the Service Customer Introduction to Service BDC Effective Service Walk-Arounds Advanced Service BDC Concepts Service Advisor Phone Techniques Advanced Service Manager Prog. (3 Days) Advanced Service Management Concepts8

Secondary FinanceDLA’s Secondary Finance Training Program was designed to help those in the departmentunderstand their role in Secondary Finance and the value the department brings to theDealership. It’s known that approximately 60% of Americans have less than perfectcredit. Being an active player in this arena can add sales and profits that would haveotherwise been lost. Whether you’re a novice or need to jump start the SecondaryFinance Department, our program gives sound advice and proven techniques that canprevent the department, and what could be a potential revenue resource, from failing.Available Secondary Finance coursesIntroduction to Secondary Finance Advanced Secondary Finance General CoursesOur General Courses covers everything from creating a positive environment in thedealership, what is proper business etiquette to how to manage stress. Other workshopsinclude Motivation for Success, and positive customer interaction for one of the mostimportant roles in a dealership, the receptionist. Ensuring your dealership presents acomfortable, upbeat atmosphere not only in the aesthetics but with the people whowork there, is essential to a dealership’s success. If a dealership gives off negativevibes, appears disorganized and chaotic, customers will walk out and buy a carsomewhere else.Available General Courses Winners vs. Losers Psychology of SalesReceptionist/Phone Operator/Admin How To Avoid NegativityBusiness EtiquetteHow To Deal with Stress 9

David Lewis & Associates Industry Leading Online Training SALES COMMON MISTAKES SALESPEOPLE MAKE The DLA Online Training Program is designed F&I to let you train at your own pace. It can be SECONDARY FINANCE used as a complete training environment SALES BDC or as a reinforcement tool subsequent SALES MANAGEMENT to attending a class at one of our training LEADERSHIP centers or following an In-Dealership TRAIN THE TRAINER workshop session. DLA Online provides you WINNERS VS. LOSERS and your staff access to over 1,000 training SERVICE BDC videos of great material and is available 24/7 SERVICE ADVISOR on any device. SERVICE MANAGEMENT STRESS MANAGEMENT PHONE OPERATOR/RECEPTIONIST/ADMIN SALES MEETING10

DLA RECRUITING WE RECRUIT: Salespeople, Internet/BDC, Service Advisors and Administrative staff DLA RECRUITING WILL: Find Candidates • Screen Prospects • Schedule InterviewsAds 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. Pre-employment process to include valid driver’s license, drug screen and background check consent. • 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 hire into the appropriate course depending on the position they accepted. Success has two ingredients: People and Training. Let DLA help you with both. 11

TESTIMONIALS “We believe in the Philadelphia Training Center’s curriculum. It works! All new employees must attend the Entry Level Sales course. The 5 days of uninterrupted curriculum helps the employee understand what our business is all about and includes learning the steps to the sale, overcoming objections, prospecting and phone skills. Our partnership with DLA gives them the start they need to be productive sales associates. Additionally, our management team makes sure that each associate reads David’s book “Secrets of Inspirational Selling” and we read excerpts of the book during sales meetings.” Bruce Carlino, Sales Manager, Chapman Ford Mazda Lincoln Mercury “The Internet/BDC Class was awesome! It was a great experience and I learned a lot of new things that we will definitely use at the Dealership. I would definitely attend another class and recommend these classes to others.” Mehraan Moosa, Internet/BDC Manager, Brenner Nissan Dodge “I have been in the car business for 16 years and have attended many F&I training classes. This F&I course was the most informative I have ever attended. I learned more in 2 days than I have in all the others I have attended combined. This course will now be mandatory for all of our F&I Managers.” Sandy Adams, Finance Director, Mike Piazza Honda “I have enjoyed myself this week! I feel as though it was highly inspirational and different than anything I even imagined. I think I will be able to take a lot of this material back to the dealership and be successful implementing it in my daily life. I am excited to show my new knowledge with fellow coworkers and hopefully start a new culture of sales people at I.G. Burton! Thank you all for putting up with the I.G. Burton crew this week...We can be a handful!” Mary Helen Waltjen, Sales at I.G. Burton Mercedes – Benz “The Advanced Sales Class was the best sales training class I have been to. I am convinced that the things I learned will help me raise my personal income another $20,000. I thought I was good at selling cars, but now I know I will be great.” Lauren Potchak, Conicelli Honda “Why would you not take the time? Whether you’ve been doing this one week, one year or ten years – customer expectations is an evolution. Having a partner like David Lewis to support your business is monumental!” Carolyn Shoop, BDC Director at Bergey’s Chevrolet12

BOOKS BY DAVID LEWIS Industry Leading Author and SpeakerDavid Lewis is the President of David Lewis & Associates (DLA), which is located in Melbourne, Florida. Since 1986, David has been trainingDealers, General Managers, Service Managers, Sales Managers, F&I Managers, Salespeople and Service Advisors on the “Art of InspirationalSelling.” His unique ideas have helped thousands of dealerships nationwide achieve their sales and management goals. In 2007, Davidshared his ideas in a book titled, “The Secrets of Inspirational Selling,” which gained immediate popularity. He has also written “TheLeadership Factor,” “Understanding Your Customer,” “Common Mistakes Automotive Salespeople Make” and “Winners vs. Losers.” SECRETS OF INSPIRATIONAL SELLING Learn how the art of Inspirational Selling can make your automotive career thrive. David Lewis opens the door and shares with you surprising ways to increase your sales and grosses. His concept creates a non pressure selling environment that enhances the sales process for both the Customer and the Dealership. Closing the sale is so much easier once the Customer is INSPIRED to buy from YOU! UNDERSTANDING YOUR CUSTOMER In this book, you will learn what every Automotive Salesperson needs to know about their Customers. Learn how to judge the Customer’s behavior, why Customers are so defensive, the difference between an obstacle and an objection, the five variable conditions Customers represent, a unique sales process that creates more sales and how to gain customers for life. Plus, much more! COMMON MISTAKES AUTOMOTIVE SALESPEOPLE MAKE Within these chapters, you will learn the most common mistakes Automotive Salespeople and Sales Managers make on a daily basis. Whether you are new to automobile sales or a veteran of many years, this book will be useful to you in the task of building a successful and admirable career in the business of selling cars. Mistakes are a part of life, Learn from them and your career will soar. THE LEADERSHIP FACTOR Anyone can be a Manager or Boss, but true WINNERS want to be great LEADERS. This book explores the philosophies and actions of what it takes to be a great Leader of people. Learn the characteristics and qualities successful Leaders utilize and how strong leadership will grow your Dealership. All of the concepts within this leadership book are based on working in the Retail Automotive Dealership. WINNERS VS LOSERS This book has been written as a personal roadmap to help you re-discover your dreams or create a reality of an even better one than you had before. Reaching your destination will be determined by your personal will, strengths and commitment. You may not even know what your dream in life is or you may have left it somewhere along the path viewing it as a foolish idea that would never come to pass, but if you have dreams, then why not have the desire and goal to achieve them. 13

Dealership TM A David Lewis & Associates Publication Dealership DECEMBER 2016 INSIGHTFUL ARTICLES USEFUL TECHNIQUES TM A David Lewis & Associates Publication CURRENT TRENDS AND TOPICS HELPFUL TIPS GtheettBinegst AND MORE ... from your BDC Each month, Dealership Overdrive delivers the newest ideas, trends and ISstDayiginitgalDInFo&TeuIsinnSeaYwloeuistrhTDrTaoeinadliaenyrg’sshRTieepac’slhlFynuoWtluoorgreky?? techniques for operating a successful car Dealership. All articles are written by our staff of DLA Trainers and represent the most recent concepts that they learn as they travel the country visiting our Dealership customers. These articles are designed to help grow our industry while creating a more customer friendly environment. Subscriptions are free so, if you are not currently a subscriber, please contact us to get on our list.Dealership AUGUST 2015 Dealership DECEMBER 2015 Dealership MAY 2015 Dealership NOVEMBER 2015 TM TM TM TM A David Lewis & Associates Publication A David Lewis & Associates Publication A David Lewis & Associates Publication Are You TrackingA David Lewis & Associates Publication Your BDC The Last Ride Results? of the King Phone-Ups, Part II: The Customers 4 Buying Factors The Meet and Greet Where To Find Good Sales CandidatesWhat An Interview with The 3 Things that Howto Why Customers Object tops Steve Bierwirth Kill a Phone Up DealwithFemaleCustomers uccess? Turning Service Loss The 7 Service Meet & Greet No-No’s IN SERVICE Mailers Into How Your Attitude Affects Your Altitude Profit Providers Batcave Muscle Mad Max Rides Again! 14

STAY CONNECTEDEVERYDAY WITH DLA!Struggling with your goals? Sales & Service TipsHaving trouble staying motivated? Recent ArticlesNeed some guidance on Trainer Advicehow to handle an objection? VideosExpert advice is at your fingertips! Training Center Information Workshop CalendarsSign up to receive the latest news and sales tips Latest DLA Newsright in your inbox! Visit www.davidlewis.com DLA Online Loginand click SIGN UP! Request David’s Books Message DLA! If you have a specific question or need further information, send us private message through any of our social channels. We’re happy to help! 15

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