JULY 2016 - DEALERSHIP OVERDRIVE

Dealership JULY 2016 TM A David Lewis & Associates PublicationSafety Sells:DSeolYl oSuafety? What Makes a Great Manager Building Pride in the Brands You Sell 6 Steps to F&I Success

Publisher’s Note Dealership TM Message from David A David Lewis & Associates Publication It is summer now and here we are at the JULY 2016 half-point of the year. It’s been a very busy and fruitful year so far at David Lewis and PUBLISHER Associates and the first half of 2016 has been David Lewis extremely successful in the automobile industry as a whole. Our hope is that you are reaching [email protected] and exceeding the goals you had set for your own business and you are looking forward to GRAPHIC COORDINATOR advancing your career to new heights as the Brian Smith year progresses. [email protected] month’s article entitled “Sizing Up Your Year-End Goals” offers some ideas tohelp you cross the finish line in December having experienced the success you are SALES DIRECTORaiming to achieve. Growing a robust career requires consistency in your process Mary Mannellaand attention to every opportunity that comes your way. It’s easy to get caught inthe comfort zone if you are already doing well and are thinking you might throttle [email protected] a little. As much as that might sound like a good idea, doing so can make itharder to regain your momentum and the pace that has you going strong thus far. TRAINING LIAISON Priscilla YoungGrowing your business starts with growing your skills and abilities to new levels.Just as athletes require a diet high in nutrition and health benefit, excelling in this [email protected] requires digesting the right training and information and putting it towork in your daily efforts to succeed. “You Are What You Eat” is more than a pop CIRCULATION / SUBSCRIPTIONScatchphrase. As you’ll see in this month’s article of the same title, you can design Jennifer Potteryour success by studying the right information and practicing it in your businessevery day. [email protected] is one of the biggest concerns car buyers have today and summer is a time CONTRIBUTING WRITERSwhen many car buyers will be looking for a new vehicle before heading off for the Dino DeLucafamily vacation. Learning how to sell safety and properly present the safety featuresand benefits of your vehicles, can make a tremendous difference in your closing [email protected]. Often, we take such things for granted during the vehicle walkaround andignore the great value, safety items can add to our sales presentation. Be sure you Becky Nixonread the article about selling safety. There are some tips there to help you capitalizeon this often neglected part of your process. [email protected]“6 Steps to F&I Success” is a brief look at some of the fundamentals of auto Brian Shermanfinance, as well as some new and exciting trends that are making this vital part ofthe business even more profitable for Dealerships and Customers alike. Whether [email protected] are a novice or well established in F&I, you’re sure to find something beneficialfor advancing your business to new levels. Bill TaylorFor those working in the Service Department, you will definitely want to read [email protected] articles “Up-Selling Preventative Maintenance” and “Is Your Service BDCDeveloping New Business?” Dealing with service customer’s day in and day out, Dealership OverDrive magazine makes every attempt toit is easy to let your process stagnate and become overly repetitive. Consistency ensure the accuracy of all published material. However itis certainly important, but at all times we must maintain some spontaneity in our cannot be held responsible for opinions expressed or factsapproach to each customer. That’s what being unique and inspirational is all about, supplied herein. Nothing may be reproduced in whole orand it is a big part of what will encourage customers to want to do business with you. in part without written permission from the publisher. All rights reserved. The publisher encourages you to submitFinally, as in every issue, we have tried to offer something entertaining for our suggestions. Submitted materials become the property ofreaders to enjoy. This issue includes “A History of Police Cars” which I think you David Lewis & Associates, Inc. and will not be returned. Sendwill find both interesting and fun. Where would our law enforcement community material for publication to 10 Suntree Place, Melbourne,being without the vehicles that have helped them catch the bad guys who often run FL 32940. The editor reserves the right to edit material;amuck in our city streets. submission of material constitutes permission to edit and publish that material. This publication is designed toSo enjoy yourself with this month’s issue of Dealership Overdrive and don’t forget provide accurate and authoritative information in regardhow much fun as well as rewarding this business can be for those of us who have a to the subject matter covered. It is presented with thecareer in retail automotive. It’s only fun if you make it that way! understanding that the publisher is not engaged in rendering legal, accounting or other professional service. If legalHopefully some of the tools we are putting in your hands will contribute to the advice or other expert assistance is required, the services ofenjoyment and profit you experience and equip you to make the rest of the year a competent professional person should be sought. From aeven greater than you had planned for it to be. Declaration of Principles jointly adopted by a Committee of the American Bar Association and a Committee of Publishers.David Lewis - President, David Lewis & Associates, Inc. www.davidlewis.com2 Dealership OverDrive

contents 4 You Are What You Eat - Commit to a High Success Diet 7 What Makes a Great Manager 10 Safety Sells - Do You Sell Safety 12 Is Your Service BDC Developing New Business 16 Getting the Best from your BDC 18 Halfway Home - Sizing Up Your Year End Goals 20 Upselling Preventative Maintenance 22 Building Pride in the Brands You Sell 23 A History of Police Cars 26 6 Steps to F&I Successwww.davidlewis.com Dealership OverDrive 3

You Are What You Eat: Commit to a High Success DietHaving just finished our six part series on While it is true some people are born to greater ‘Stress in the Workplace,’ we thought it opportunity, by and large those who find their way worthwhile to visit the idea of another to great success do so at their own expense. Theykind of healthy diet; not of food, but of ideas and have a vision for what they want in life and theymotivational concepts and the value they have to commit themselves to the process of achievingoffer those who want to achieve success in life. the results they seek.4 Dealership OverDrive www.davidlewis.com

Success is different for every person and is himself, as a pioneer in this field, and one of themeasured on the scale of what they themselves most respected trainers in the industry, has overconsider worthy of their time and effort. 35 years experience in retail automotive. HisHowever, in the world of business, success is commitment has always been to develop and teachgenerally measured in both tangible achievements proven materials to equip career minded peopleand a life well lived. Those who seek to achieve how to become the best they can be in the retailtrue success know that there are rules to be automotive business. The thousands who havefollowed if one is to expect a happy outcome. trained through these programs are the testimony toRegardless of how far outside of the box someone the effectiveness they offer to those who subscribechooses to go in search of victory, the universe to the knowledge and practices he teaches.itself tends to help those who have a dream and avision they want to achieve. To quote an ancient The rise of the Internet has made it possible forJewish writing: “Where there is no vision, the anyone who wants to be successful to have accesspeople perish.” to the vast resources that are available today for becoming a winner. Nevertheless, access itselfJust as the body grows in accordance with what does not produce success. Unless you absorb theit consumes, so does the mind increase in power information that is available and put it to workby what it learns and how it applies that learning in your daily work process, it will only be headin practical ways. No one would plant corn knowledge which produces very little in theexpecting to grow peas or plant apples, hoping for end. Your commitment to take ownership ofa harvest of grapes. In the same way, those who the knowledge and training you need to bedesire success must plant the seeds that have successful will define the level of achievement youthe most proven record of producing a winning reach in your career. You can set the finest meal inharvest. In short, if you want to grow the right the world on the table in front of a starving man,crop in your business life, you must plant the but if he does not eat what is before him, theright seeds of knowledge, understanding, proper food will have no benefit to his well being. It istraining and hard work. only when the person involves themselves in the process and digests what is set before them thatMany of us talk a good game, but live as though true change and growth takes place.we don’t really believe we have what it takes tobe successful. We may not know what it really As Benjamin Franklin so wisely stated, “Tell metakes or have the confidence that helps us keep and I forget. Teach me and I remember. Involveour nose to the grindstone and our feet moving me and I learn.”forward toward victory. This is where thevalue lies in the tremendous amount of training You are what you eat and the sooner you startmaterials that floods the market today for those eating, the sooner you can start experiencing thewho are willing to invest the time it takes to grow transforming power of knowledge and practice thattheir skills. There are few things more valuable produces change and growth within you. Committhan the experience and knowledge we can gain to the success you desire and place yourself onfrom the proven success of others who are willing a steady diet of the right kind of training andto share their knowledge. learning for producing success in your life. There is no more reliable way to gain the upper hand inSince 1986, David Lewis and Associates has been creating your own success. And, there is nothingdevoted to providing the retail automotive industry that can stop you from achieving success once youwith training materials that are founded on the set your feet on the path of knowledge and startexperience and proven practices of the most reaping the benefits of a diet designed to producesuccessful people in this business. David Lewis high success in your life and career.www.davidlewis.com Dealership OverDrive 5

ESTNAheLTREDSYLACLEOVUERLSE DAY 1 • Why the Automobile Industry? This course is available to take every • What Makes a Salesperson Successful? week at both DLA Training Centers! • Customer Attitude Toward Salespeople • Salespeople Attitude Toward Customers A five-day course designed for the individual • Four Rules of Sales just entering an Auto Sales Career. Students • Basic Process Review will learn the basic principles of how a • Step 1 - Meet & Greet Dealership operates and leave having learned a comprehensive outline on the DAY 2 steps to the sale. Extensive role playing and • Characteristics & Perceptions scenario based situations will be covered. • Attitudes & Feelings Each participant will return to the Dealership • Industry Myths ready to take their first “UP.” • Four Basic Buyer Questions • Step 2 - Qualification www.davidlewis.com • 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 TrackingPlease call 800-374-3314 ext. 215 orvisit us online at: www.davidlewis.com6 Dealership OverDrive

What Makes aGreat Manager?Anyone who works in an automobile often be described by the term: “Right or wrong dealership knows how important the the boss is always the boss.” management is to the well being of thecompany. Regardless of which department we David Lewis and Associates has done extensiveconsider, managers have great influence as to the studies on management styles over the years andway a dealership is run and how the employees invested quite a bit of time and money in ourfeel about working there. Most automobile Management Training Courses. Our desire is todealerships invest a lot in their managerial staff teach the most current and innovative managementand expect a lot in return for their investment. practices that are based on proven fundamentalsManagers oversee the daily activities of the staff but do not cling to outdated models and approachesin the department which they run and are generally to the process. From our perspective there areresponsible for the processes and people that make three types of Supervisor styles which are:for a successful business enterprise. 1. The BossToday things are changing and how the position 2. The Managerof managers is viewed in the corporate structure 3. The Leaderhas evolved. Aside from the natural personalityaspects of individuals who find themselves in Continued on next pagemanagement positions, the attitude and approachto management is changing from one of strict lines Dealership OverDrive 7of control and authority to a leadership style that ismore of a coach and mentor. This can be difficultfor those who grew up in a paradigm that couldwww.davidlewis.com

What Makes a Great Manager, continued way they treat them and their own commitment to the success of their whole department. They don’tThe Boss drive from behind like the boss but they lead from out front setting an example for the team membersThe Boss rules from a position of pure authority. to follow. They know their staff and care aboutThey keep a tight grip on everything and maintain their personal goals and what they want to achievecontrol over every aspect of the department or in their career. They are committed to the goalsdealership which they manage. In former times of their team members as much as they are to theirthis was the most common style of management own career goals and objectives. Their rewardbecause it was based largely on tenure or personality comes from seeing the people they lead becomeand sometimes was a position given to family successful and grow in their own skills and abilities.members of the Dealer. Leaders are not content to rest on past achievements.Bosses drive their workforce and have strict They strive for excellence and continue to learndemands on what to expect them to accomplish. and grow so they can be better at what they doOften a sales meeting coming after a good month and help those who work for them to becomeended with statements like: “Well that was good. better in the process. They set high goals forBut what are you going to do for me now? If you themselves and for their team members. Unlikedon’t sell more cars this month we may all lose the Boss and the Manager, they stay close to theirour jobs.” This kind of management makes bosses people to help them achieve the things that makemore feared by employees than respected. for excellence and success. Leaders earn the respect and loyalty of their employees becauseIn many ways, this style is being rejected today. their employees know they are doing the best toPartly because of the vast amount of available help each one of them succeed.materials concerning effective managementand leadership, and to some extent because the So what makes a great manager?prospect of sticking with one company for 30years and retiring has almost disappeared from As you can see, we believe a Leader is far more inthe business landscape in America. demand today than a Boss or Manager. It is easy to see why that would be so. That doesn’t meanThe Manager someone is stuck in the old models if they have been working that way for most of their career.The Manager is more concerned with numbers, Change and growth is the name of the game todaygraphs and goals. They often run their department and anyone who wants to learn new methods tofrom their office rarely spending time with the enhance their management proficiency can do so ifemployees other than to give them the next they will commit to the task of learning new skills.plan or graph for reaching the monthly goals.Managers tend to associate more with their peers If you are currently in a management position orin the organization and less with the people who aspire to be one someday, we highly recommendwork under them. Often, managers are respected that you purchase David’s book, ‘The Leadershipfor past achievements rather than what they do in Factor.’ There is a wealth of knowledge andtheir current position. This is especially true if information there about the topic of Managementthey came up through the ranks as a salesperson that can get you started. We also have trainingand were promoted to management based on their programs available for every aspect of dealershipsuccess in sales. But, that doesn’t mean they have management. This information is available on ourthe specific skills or training to manage other website at davidlewis.com or you can contact ourpeople successfully. Unless they are able to make office at (800) 374-3314the transition and gain new skills, they may notknow how to properly lead others to the samelevel of success they themselves experienced.The LeaderLeaders earn the respect of their employees by the8 Dealership OverDrive www.davidlewis.com

IN-DEALERSHIP TRAININGOur results were immediate! We saw the confidence of both our Since joining DLA, our results have been beyond belief. Ourexperienced and less experienced Salespeople and Sales volume is up over 60%, our profits have doubled and my staff lovesManagers increase after the first training visit. DLA provided us the sales process we have learned from David and his Trainers.with word tracks, as well as a road map to follow plus a methodfor daily re-enforcement and support, which kept the training I have noticed that our Salespeople have a much better understandingmoving forward between each training visit. of the Customer, which allows them to build stronger relationships. Plus, we have seen a dramatic decrease in both Salesperson andSince the inception of our DLA training, our volume & grosses are up 25% and Manager turnover.our CSI & Online reviews have been elevated. Our Customers are more relaxed,which has made it so much easier for us to create more sales. We have made David’s program the foundation of our sales process and that will not change. We will continue to have his Trainers visit our Dealership so our growthThe best investment you can make in your Dealership is in your people. DLA will continue.provides us with that investment and our ROI on this training has exceeded ourexpectations. I strongly recommend David and his team of trainers. Train with DLA! Their approach, ideas and method of training work. Your Customers Steve Bierwirth will love the process, your Salespeople will enjoy the training, you will sell more cars and your grosses will increase. Is there any better reason than that?President & General Manager of Boast VW Motors, Inc. Scott Casebeer Training that Dealer, Capital Auto Group, Inc. Gets Results! • Sales Training • Sales Management • F&I Training • Secondary Finance • Internet/BDC • Fixed Opswww.davidlewis.com For more information, please call Mary Mannella at 800-374-3314 ext. 215 or visit uDseaalte:rswhiwp Owv.edrDarviviedlewis9.com

Safety Sells:Do YouSell Safety?When you consider the fact that there are manufacturers and vehicle owners alike. over twice as many people living in America today than there were in 1950, Everything from advanced braking systems toyou can imagine how such growth has affected child protective seats and airbags are the directtraffic on our busy highways and roads. It seems result of the need to assure customers of the safetylike every major city is struggling to keep up with of the vehicles they drive. Backup cameras offerthe clogged roads and highways of America. And, an even greater level of protection for drivers,with more people driving than ever before, safety passengers and pedestrians, with new systemsis a constant topic of concern for automobile hitting the market almost weekly.10 Dealership OverDrive www.davidlewis.com

With all of that in mind, let me ask you this sales process.question: how much do you emphasize the safetyfeatures of your product lines to the customers Follow that up with a great Service Walk and havewho come there shopping for a car? Do you skim your service advisor or manager reiterate the valueover these features or are they a centerpiece when of the safety features to the Customer. That’s ait comes time to do your vehicle walkaround with winning combination that will build trust withcustomers? Are you selling safety or taking it your customers and probably put more money infor granted while you focus on style and other your pocket as well when you finalize the deal andtechnologies that seem easier to present to your close the sale.customers? If you aren’t taking the time todevelop a dynamic structured presentation of This month is a good time to start boning up onthe safety features your vehicles have to offer, this kind of product knowledge as many familiesyou are probably losing a lot more sales over are purchasing vehicles to go on his vacations.that single issue than you think. It’s not only a good thing for the profits and commission you will make from selling, these“The customers will tell me if that’s important to things truly are tremendously beneficial for thethem,” you might be thinking at this point. customers you are hired to serve.Since it is your job to present your product to thecustomers and not theirs to ask about it, they won’tand they shouldn’t ask about these things. Whenwas the last time you spoke to a customer aboutthe Safety Glass or the Crumple Zones thatfold up and protect the passenger in case of ahead-on collision? How much do you know aboutthe structure of the passenger compartment andhow it is designed to offer maximum protectionto the occupants in the vehicle? What about theRoof Pillars or Intrusion Beams that protect thepassenger in the case of a rollover or side impact?If you take it for granted that customers alreadyknow these things, you are cheating yourself, andthem, from important features that could maketheir decision to purchase from you much easier.By the time the salesperson gets through the Dealership OverDrive 11Demonstration Drive, they are often ready to getto the closing table when they have not yet donea dynamic job on the vehicle Walkaround. If youthink that way, you are bypassing some of the besttools you have left in your bag. This is especiallytrue if you are dealing with female customers, theelderly or those shoppers who have children. Takethe time to incorporate the powerful safety featuresof the modern vehicle and you won’t regret it. Youmight even be surprised how much interest thecustomer shows in this part of your presentationand the impact it can have on the success of yourwww.davidlewis.com

Is Your ServiceBDC DevelopingNew Business?Today, more Service Departments are be relatively easy to organize. Unless they are discovering the value that a Service BDC bringing in new business and freeing your advisors can bring to their department. This is to handle more direct customer interactions,especially beneficial if service advisors have their primary function will be more of a servicecustomarily been the ones to answer phones and receptionist position. This can certainly makeset appointments with call-in customers. Freeing handling of existing business easier. It is thethem up to focus on those coming into the drive power to prospect for new customers and to createlanes can create a better traffic and scheduling new business from old customers that will reallyflow for both drop-offs and those who will be increase the value of your Service BDC.waiting in the service lounge. Are they doing that? If they are, how well areOnce a Service BDC is up and running and your they doing it and what are you doing to measurereps gain access to customer files, scheduling work the results in order to fine tune that part of theirand following up with existing customers can prospecting efforts?12 Dealership OverDrive www.davidlewis.com

How you structure your BDC will be the will become gobbled up by these services.determining factor of what value it will bringto your service department. It’s not just about Another area of importance is the payment planputting your most amiable employee in a booth you set up for new service business that iswith a phone and a computer. The person(s) generated from the BDC. A salary or hourly wageyou place in your service BDC needs adequate plus a spiff on appointments made is a good waytraining and a clear set of marching orders that to handle that process. This creates real incentivesare manageable and offer real potential. Taking for those who are producing good results andthe weight of customer scheduling off of your motivates them to grow their phone and emailservice advisors shoulders is not growth, it’s skills. Measuring the percentage of appointmentsmerely efficiency! If in doing so, you are coming from both inbound and outboundincreasing production in your shop, you may gain communications is an important process that cansome additional revenues. But, unless it’s enough help determine success levels and set new goalsto compensate for the additional cost of the BDC for improvement. BDC Managers should regularlystaff, you haven’t gained any real benefit. monitor calls to determine the quality of their reps for creating effective dialogue with customers.Diverting inbound service calls to a Service BDChas, for some, increased appointment setting by Having a Service BDC that handles Parts andas much as 30 percent. Unless you have a clearly Accessories too can work well if it is properlydefined vision for your Service BDC, it will fall organized. There are many benefits, includingshort of what can really be accomplished and your cross-sell opportunities, which can createservice operation will become little more than substantial amounts in additional revenues. Ifa service receptionist center. Designing your you are just getting started, don’t be afraid toService BDC to become a CRM powerhouse is experiment to see what works best for yourreally something that can begin to bring in new dealership. Contact us if you need help in anyCustomers and create higher revenues once it is up of these areas of concern. We have a substantialand running the way it should. But, you first need training program for developing and operatingto decide how much of that you will handle from a Service BDC to help assure that you’rethere. If they are following up on CSI reports as maximizing all the benefit your service BDCwell and having to handle ‘come backs’ to cover has to offer. We will be glad to help you developfor poor work on the part of your techs, you may a model that works best for you.find that the time to prospect for new businesswww.davidlewis.com Dealership OverDrive 13

Advanced Advanced Sales MaSnaalegsementManagement Training Training The Advanced Sales Management course is available forThis four-day Advanced Sales Members and Non-Members at both DLA AutomotiveManagement course is a complete Training Centers.program for all Sales Managers.Focus is placed on becoming a Please call 800-374-3314 ext. 215 orLeader and not Boss. This begins visit us online at: www.davidlewis.comby exposing them to the newestand best practices for leading a www.davidlewis.comsales force to success. Topicsinclude Inspirational SaleProcesses, Advanced NegotiatingTechniques, how to be an effectiveCoach, Hiring and Interviewingideas, plus our DLA Train theTrainer concepts that will developtheir skills on how to train theirstaff. This course turns Managersinto true Leaders. Become AMember Today! Members $100 Non-Members $1295 Three DLA Training Centers Conveniently Located Near You! King of Prussia, PA Montvale, NJ Pittsburgh, PA 14 Dealership OverDrive

The DLA Training Centers are your one-stop trainingfacility for the entire Dealership! Hundreds of students go through our doors monthly. Are you one of them?If not, become a member and join today!When you think Training, Think DLA!w22ww.davDidelaelwerish.ciopmOverDriveDealershwipwOwv.dearDvirdivlewis.co12m5



x2 3 And Still Growing!Now With 3 Locations To Serve You! PHILADELPHIA, PA • MONTVALE, NJ • PITTSBURGH, PAThe DLA Automotive Training Centers offer all Dealerships the ability to engage ina superior Training Program with a strong curriculum and top-notch training.• Salespeople • Secondary Finance• Sales Managers • Service Advisors• Internet/BDC Managers • Service Managers• Internet/BDC Staff • Parts Managers• F&I • Body Shop ManagersENROLL TODAY FOR DISCOUNTS!For more information regarding available DLA courses, please call 800-374-3314 ext. 215 or visit us online at: www.davidlewis.com

July marks the hottest time of the year for commitment to success. most of us and often, it becomes the time when our drive to excel becomes stifled by Sometimes, we make goals that are not based onthe fact that many of our potential customers a realistic potential of who we are. It’s easy for aare on vacation. It is easy to get caught up in the salesperson to get excited reading about someoneself-defeating language that uses excuses to justify like Joe Girard or Zig Ziglar and end up settingwhy our business is slowing down at certain times goals that are unrealistic. When this happens, itof the year. That doesn’t mean that there isn’t a can actually have a negative effect if we don’treality of such things that must be considered. have the kind of results we expect and give upBut, the choice is still up to us as individuals to trying. You definitely want high goals, but theydecide what to do about its effect on our business. don’t need to be so high that you have little chance of reaching them. It isn’t the size of the goals youSetting goals is a critical key for anyone wishing have as much as the size of the commitment youto be successful in this, or any business or career. are willing to make toward achieving them.Goals allow you to track your progress andmeasure the results you are having toward Often, we see goals as a forward-looking processreaching certain objectives. This is the only real only and consider looking backwards to have little,way you can know if you are really making if any, value at all. When you are at the mid-yearprogress and if need be, you can make adjustments and your goals are being challenged, things leftand find ways to motivate yourself to reach the unfinished in the past may hold the secret togoals you have set for yourself. Goals however staying busy during what would traditionally beonly work if you work toward them and are a slow season for car sales.are honest about your own dedication and18 Dealership OverDrive www.davidlewis.com

Halfway Home: Sizing Up Your Year End GoalsHave you been consistently keeping track of all to call them for referrals alone, but it’s a good timethe people you spoke to so far this year? I mean to see how they’re doing with their new car andthe Ups who never purchased and soon fell into update them on anything that could be beneficialthe pool of forgotten prospects? Now is the time for them at the time. Summertime is a good timeto pull out any worksheets you may have started or to have a coolant check or to make sure the A/Ctheir follow-up information to see where they are is running properly. Things like this offer you ain their shopping process. You may think because valid reason for calling them after which you canthey came in January and you haven’t heard from then ask them for any referrals they may have tothem, they must have bought a car somewhere give. This is also the time when older children areelse. But what if they didn’t? What if they getting ready to head back to high-school or go offmanaged to save up the down payment they were to college. Maybe they need a car and the parentslacking at the time or found a new job paying more are in the market for helping them purchase one ormoney? They may have been waiting for the new send them to their favorite car salesperson.model year to come out or hoping that the car theywanted last year could be bought for less if they So what are you waiting for? Unless you’rewaited a few months. They may be ripe for the backed up with customers waiting to sign thepicking in July though they were just looking in papers for their new car, give some of these thingsJanuary. Or, they may have just lost your card and a try. If you are truly serious about the salesare a little embarrassed to come back and see you objectives you have set for the year ‘get crackin’!not remembering your name. You still have six months to go before the year is over and if you do things well, you can meet andJuly is also a great time for calling sold customers even exceed the goals and expectations you haveto ask for referrals. Of course, you don’t just want set for 2016.www.davidlewis.com Dealership OverDrive 19

UpsellingPreventativeMaintenanceIf your service advisors are not actively department for any reason, you have an selling preventative maintenance on a opportunity to sell them on preventative continuous basis, they are leaving money maintenance that may not come your way again.on the table that should be easy enough to get. Often, customers go to their service departmentThis is especially true if they know customers only when they have repair needs they are not surefrom dealing with them in the past and have of, and go to secondary repair and maintenanceaccess to their maintenance history and repair shops for things like oil changes, brake service orrecords. It’s a matter of being proactive with your tires. This is usually because they believe thesecustomers and explaining the real value of staying kinds of things to be less expensive in outsideahead in the repair and maintenance game. shops than they are at their dealership, which is not necessarily so. But, if no one tells them thatEvery time a customer comes to your service how will they know?20 Dealership OverDrive www.davidlewis.com

Many people neglect to perform preventive be much more open to any suggestions you havemaintenance on their vehicles because they have for preventative maintenance on their vehicle. Thatnot been properly informed of the value it brings doesn’t mean you can only have trust with thoseto them. The may have little or no knowledge of you have served for years. Trust can be the resultsuch things and may be intimidated about asking. of a positive sense that the customer has of serviceCertainly, this is an important part of the job of a a advisor during their first encounter.service advisor. Often, because of the negativelight that has been focused in recent years on Learning to inspire your customers by the wayabusive up selling practices, a service advisors you treat them from the Meet & Greet on canfails to offer this to their customers fearing a make a big difference in how receptive they are tonegative response if they do. Because of this, any suggestions you have to offer. But, you mustcustomers who would appreciate knowing the never abuse that trust by taking advantage of themvalue of certain preventative maintenance are or you will not likely gain it back again. There isnever informed, or are under-informed, about enough criticism to be found on the Internet andwork that can keep their vehicle performing from conversations over the backyard fence aboutbetter without interruption. the business you are in. Don’t encourage it to continue by doing the things that have madeWhatever the reasons, there are certainly many service customers so defensive in the first place.benefits to regularly checking and maintaining Since most people will at some point looka vehicle’s brakes, tires and other parts that are to trade-in their vehicle or sell it outright,subject to failure or poor performance if not informing them that a properly-maintained vehicleproperly maintained. Think about the additional will always be more valuable than one that is indamage that can occur from a timing belt breaking. disrepair is the right thing to do. Usually, the timeIt may cost anywhere from $300 to $700 to replace and expense required to maintain a vehicle isdepending on the size and model of the vehicle, well-compensated by a higher resale value. Thisbut how much damage can be done if it breaks? It alone is a tremendous service you do for yourcan be disastrous if the timing belt breaks or jump customers when you remind them of such things.off the gears. The valves could strike the pistons They may still choose not to spend the additionaland cause severe damage that would be much money for preventative maintenance, but it won’tmore costly to repair. If Customers are informed be because you didn’t tell them.that replacing the belt is much cheaper than havingto rebuild or replace the engine, there is a good There’s a right and wrong way to up sellchance they would appreciate that information. preventative maintenance. Learn how to do it the right way and they will appreciate the care andThe best thing you have going for you with concern you have for them as customers. Aftercustomers is the relationship of trust. If you have all, advising service customers is what the jobspent time building trust with a customer, they will title refers to isn’t it?www.davidlewis.com Dealership OverDrive 21

Building Pride in the Brands You SellIt is often said that a great salesman can sell you will be able to present to your customers with anything to anyone anywhere. Whether or not confidence. If you are inspired by the products you that is true is certainly much easier for anyone sell, you will be inspiring to the customers you serve.in sales if they like the brand of products theysell. Not only does that make for an enjoyable A good salesperson should get to know whatexperience for the salesperson, it also makes others think about the products they represent.their presentation more believable for the They should study reviews from owners as wellcustomer. It’s hard to be sincerely enthusiastic as from companies who make a business ofabout something you don’t really believe in. If evaluating quality and surveying owners. What dothat’s not a problem, I wonder if I myself would they say about the vehicles you sell and what arewant to buy a car from you. Perception is reality the strong points that stand out as you read whatand if the customer picks up that you don’t really others have to say about the products you sell.like the product you are selling, they are less likely Look for keywords like reliability, value,to be persuaded by the things you have to say. manufacturer support and quality. Learn about the safety features and any innovative technologiesThe truth is, it is good to have pride in our work that your brands build into the vehicles they make.and in this business, there are so many variations Every manufacturer has specific strengths andand brands available that it is not hard to find a weaknesses in the products they make. Whatdealership to work for that sells a brand you can be matters is how the public feels about them andproud to represent. Obviously, the broad range of how they rate their quality and value.automobile lines on the market today have uniquedistinctions of their own, but by and large, most Sit down and write out a description of all themanufacturers make a good product that is reliable things you like about the specific vehicles youand can deliver a quality ownership experience to sell. Are they stylish and up-to-date? Be able tothe people who buy them. What that means to you explain what the interiors are like and what kindis, with a little work on your part, you can develop of materials does the manufacturer use that makesgenuine pride in the car brands you sell. them comfortable to ride in or drive? Familiarize yourself with all the available features and practiceSometimes salespeople don’t take the time to describing them in a way that would be appealingfamiliarize themselves with all that their brands to car shoppers.have to offer. They rely more on their persuasiveability as a salesperson or their skills in presenting Build pride in the brands you sell and inspiringtheir product to the customers who come their way. your customer’s will be much easier. The moreThere’s nothing wrong with that if you can do it. you know about what makes your vehicles great,But in truth, if you have a good product that you the more confidence you will have when you arelike and appreciate, the easier it is to say with presenting those things to your customers. If forconfidence to customers “this will be a great some reason you can’t do that, you might be bettervehicle for you.” The more you know about the off finding another brand of car you like better andproducts you sell, the more features and benefits can sell with complete confidence.22 Dealership OverDrive www.davidlewis.com

A History of Police CarsIt wasn’t so long ago that law enforcement the current time. Of course, the earliest models officers walked or rode on horseback or were were little more than a heavy bicycle with a motor. pulled along in their arrest wagons by a team They quickly grew in popularity and their steadyof horses. Since no other form of transportation development and usefulness has continued overwas available before the 20th Century, it was the past century.considered to be efficient and, since the bad guyshad similar limitations, it was relatively effective In 1920, the New York City Police Departmentfor doing the job. There was a short period before ran a fleet of Radio Motor Patrol vehicles whichmotorized vehicles came along when bicycles were proven very effective in the daily battle towere sometimes used, but that was primarily in harness the growing crime problems in the city.the cities where there was some sort of hard road These could often be seen in some of the earliestor sidewalk that was available to ride on. silent movies or police car chases often appearing humorous and out of control when chasing badThe first known police vehicle was actually an guys through the streets of New York. Often, theyelectric wagon used in Akron, Ohio in 1899. were depicted with several cops riding the runningAccording to policemag.com “the wagon was boards swinging nightsticks and brandishingpowered by electricity fielded on the streets of pistols in their efforts to run down the local thugsAkron. On level ground, it could reach 18 mph or bootleggers and bring them to justice.and travel 30 miles before its battery needed tobe recharged.” By the early 1900s, motorized It wasn’t long before the fast-growing automotivepatrol wagons were operating in many cities asthey began to replace the horse drawn vehicles industry empowered law enforcement agenciesand bicycles that were being used at the time.These began to show up in other cities and were to update their squad cars as well. Once Ford’sprimarily used to transport police officers andthe ‘squad car’ came into being. Model T found great popularity in America, it wasAround 1911, the first police motorcycles started a signal for police departments to get motorized.being used and they have managed to maintaintheir usefulness for law enforcement even until And, because they were relatively inexpensive,www.davidlewis.com it wasn’t long before the T became popular with police agencies and crime-fighting took on a whole other pace in order to keep up with the criminal elements rapidly increasing their grip on American cities. Continued on next page Dealership OverDrive 23

The early versions of the Ford Model T were a $25,000 investment in equipment and receivingpowered by a front mounted 2.9l four cylinder the support of the Federal Communicationsengine, boasting little over 20 hp in the engine. Commission, the world’s first state-operatedThis provided a top speed of around 45 mph police radio station became operable in 1929:and could get a little over 13 mpg. Despite this station WRDS.limited performance, it wasn’t long before theModel T began to be used by just about every At the same time, American police cars werelaw enforcement agency in the country. becoming a force of their own to be reckoned with. By the 1930s Chevrolet, Ford, and Plymouth wereAround that same time, vehicles called paddy the three major players competing for a place inwagons began being used. They were basically police department garages.enclosed bed trucks that were used to carry bothpolice officers and criminals when making arrests. At that time, Ford had been losing its hold on theThese too could be seen in the early action police police car market after Chevrolet had introducedchase scenes of Hollywood movies as they their over-head valve 6-cylinder engine in 1929lumbered along the streets of Chicago or New and the Model D with its engine creating twiceYork rounding up all the lawbreakers they could as much power as the Ford Model T (55 hp). Notstuff in the back of the paddy wagons. to be outdone for long, Ford introduced its new flathead V8 in 1932. This car was equallyThough motorcycles were still being used by cherished by the central crime figures of the timepolice, by the time the 1930’s came to an end, they like John Dillinger and Bonnie and Clyde. Thewere all but overshadowed by the growing use of new would soon establish high-powered, fastpolice cars. As the new decade began, the use of vehicles as the cars of choice for policecars for police increased and more cities adopted departments. Fords’ new developed over threethem as the standard mode of transportation used times as much power as the Model T usedfor fighting crime and maintaining order. producing a roaring 85hp.One Thing Was Still MissingIn spite of the fact that police were now mobilizedand able to pursue criminals at relatively highspeeds, there was still a communication problemthat made it difficult to know where they were andhow to find them once they got out of view. Theanswer to that dilemma was created by a SeniorAustralian Police Constable named FrederickDownie. In 1923, Downie created the firstwireless two-way radio that allowed the police totransmit data from police car to police car or tothe station. This at once replaced the slow andineffective police calls then being made viatelephone boxes. This new gadget allowed policecars to really take off in their efforts to maintaincontrol of the streets they patrolled.It wasn’t until around 1929 that this new technology www.davidlewis.comstarted being used for American law enforcement.The Detroit city police began broadcasting ontheir KOP station in the late 1920s. After making24 Dealership OverDrive

The War Effort vehicles were equipped with the most powerful engines on the market boasting four barrelDuring WWII, automobile manufacturing began to carburetors, and an entire “police package”decline as American industry concentrated on the including the interceptor engine. This gave themwar effort. Law enforcement agencies by then the best chance of catching the young kids in theiralready had access to a variety of makes and new souped up muscle cars that were so popularmodels for transportation and patrol. They held at the time.onto them tightly and maintained them as best theycould because of the general shortage of vehicles With the advent of new technologies in both powerbeing made at the time. Once WWII came to a and communications, today’s modern policeclose, there was a significant need for automotive vehicles are fully equipped for just about anyproduction to ramp up again as the soldiers and situation. Nearly every one of them is equippedsailors returning from the war and the nation’s with a laptop computer mounted on the dashboardhighways began to spread across the country and and extensive surveillance equipment that allowstravel by automobile increased. for immediate motor vehicle identification and a bevy of investigation tools used for crowd controlRight in the center of the new American Dream and for crime scene investigation.was the idea of owning a new motor car. Withthat, came a great need for more powerful and Some will think today’s police vehicles are toodependable automobiles for the police departments well-equipped to the point of intrusion intoand officers of America. By the 1950’s, police personal privacy. Just as private transportationdepartments started purchasing bigger cars with incorporates extremely advanced technology, sofour barrel carburetors, six and eight cylinder law enforcement vehicles strive to stay on topengines, heavy duty shocks and brakes and larger in order to maintain law and order and keep thetires to roll on. All of this made the American peace. And, if science fiction is any real picturepolice car more reliable and faster. In the mid of the future, and it often is, you can be sure that1950’s, the automatic transmissions were finding we’ve not yet reached the end of technology toits popularity in both public and police vehicles. be utilized in police cars of the future. As longBy the time we rolled into the 1960’s, power as there are criminals to be caught, automobilesteering and power brakes became a must on all manufacturers will continue to be there producingpolice cars. vehicles designed to catch them in action and bring them to justice as swiftly as possible.From the 1950’s into the 1970’s, most policewww.davidlewis.com Dealership OverDrive 25

6 Steps to F&I SuccessOf all the Departments that make up an levels of credit ability that customers have when automobile dealership, F&I is one of the they need to buy or lease a vehicle, is not that easy. areas that many people know little about. Especially in an economy that is coming out ofFor most customers, it is just the office they go a recession where many personal credit historiesto when they are ready to finance the car they are have suffered. This has enabled secondary andbuying. In the Dealership, the F&I person is often self-financing dealerships to rise in number andworking morning to night in their office having influence in the used car market.very little interaction with the other staff exceptin passing. This is especially true if there is only So, what do successful F&I Managers do to makeone F&I Manager that runs their whole office. sure they are growing their business and equippingThis can keep that person so busy they may rarely their office to produce adequate and ever risinghave time to even leave the dealership to go away profits? What difference is there in what highlyand have lunch. successful F&I Managers do versus those who just get by with a typical performance making aIn a small dealership, F&I agents are often the decent, but not exceptional income, for themselvesonly ones there who can do what they do if there and their dealership? Getting the most from theis just enough business for one person to handle. F&I Department is something that many dealersYet, the success of a dealership relies heavily struggle with if they depend only on selling moreon the ability to get their customers financed. cars so they can get more business going throughFinding creative ways to deal with the various that office to work with.26 Dealership OverDrive www.davidlewis.com

Here are a few steps that can elevate the level how you are using your time and help you avoidof your success whether you are a single F&I the procrastination that allows work to pile up.Manager working by yourself or part of a teamthat handles a lot of customers on a daily basis: Develop Good Relationships with Your LendersGood Organization Lowers Stressand Leads to High Efficiency Learn to know what kind of paper your individual lenders like and what they are most willing toThe better prepared you are for the daily flow of work with. Lenders all have different prioritiescustomers you must handle, the more efficient and some will shun what others are willing toand effective you will be with each new customer. work with. The more you understand how theySetting up your F&I office in such a way that there view an application, the easier it will be to knowis a place for everything and everything has its which lenders to approach with each customerplace is important. When customers come in to you are trying to get bought.your office is there a sense of structure that theycan feel or are things scattered about with no Great F&I managers learn to think like the lendersapparent order? The more comfortable and at they work with. They can look at a credit reportease your customers are, the more open they will and know automatically who will and won’t bebe to the products you have to offer and what you worth talking to about carrying a note. The biggercan do to help them. your network of lenders, the more likely you will be to find loans for your customers. Don’t haveLearn to Manage Your so many that you don’t have time to get to knowTime Wisely the ones who will work with you most often. The more you hit the mark with paper your lendersThe busier the dealership, the more likely you are like, the more likely they will be to consider theto be dealing with random interruptions constantly people you are sending them as loan worthy.throughout the day. Sometimes it can feel likea never ending job just keeping up with all the Take the time to find out what their individualthings that you have to do to be ready to do goals and priorities are, both personal andbusiness. Develop a regular schedule for talking to professional. Do this and you will be much morelenders as much as possible in between your time successful at getting the right paper to the rightwith customers. Get to know their most flexible lender every time. The more you know abouthours so you can get the most advantage out of how they operate and the ebb and flow of theirthe available time you have to work on deals business, the better off you are. Educate yourselfbefore the traffic of new customers get so heavy on these things and your lenders will appreciateyou get behind. the effort and be much more willing to stretch themselves to get your business.Learning to manage your time well is one of themost valuable things you can do and whatever Get to Know the Peopleit takes to get that together it is worth the time in Your Dealershipand effort. If you fail in this area, you may findyourself sapped of the energy it takes to make A Teamwork structure is absolutely the best waygood product presentations to your customers. to function if you want to get things done. MoreStart each day by planning and organizing your car Dealerships recognize the value of teamwork before you launch into it. Organize your development and finding out how to organize thatwork by time and value priorities and pick two effectively; especially in their sales departments.or three tasks that have to be finished before you In many cases, the F&I Manager or agent is, inleave every day. Knowing what you must do to some ways, outside of that circle. If so, find timestay on schedule will keep you more in tune to Continued on next pagewww.davidlewis.com Dealership OverDrive 27

6 Steps to F&I Success, continued alone. Get excited about the additional products you have to offer customers and don’t be afraidups easier if they know how you like to run your to set your sights high for what they might beoffice. Don’t forget to turn to your Sales Manager willing to purchase. With owners keeping theirwhen you need a little help getting something cars longer than ever before, the more protectiondone. Often, their influence and the business they they have, the better their ownership experiencebring to bear can add a little incentive for lenders can be. Learn to tell great stories of how otherif they need a nudge every now and then. customers have benefited from the products you sold them. Every time you hear one, write it downStay Tuned Up With so you can memorize it and pull it out when youRegular Training need it. Don’t presume they already know what they need. Expose them to the possibilities and letThis can sometimes be difficult if you are a single them decide for themselves.F&I person running all the deals in your store.Our Online F&I Courses can be very beneficial Don’t forget to have fun. Buying cars should be aand you should take advantage of every fun experience and so should selling them. Let’sopportunity you have to update your skills and find face it, without you, not much gets done in yourout any new things out there that can be beneficial dealership. So, enjoy the work you do and theto your office and give you more success. We rewards that come with it. Your success and thenever outgrow the need for learning and often, a success of those who sell cars at your dealershiplittle effort can put us in touch with new ideas that depend heavily upon how well you do your job.will greatly enhance our earning potential. The better prepared you are to do it the more everyone will benefit, including your customers.Believe in YourselfDon’t settle for the lay downs that turn your jobinto an automatic process of financing and leasing28 Dealership OverDrive “It was owned by a little old lady who only drove it ... no wait, that won’t work.” www.davidlewis.com

UpcomingCourses Philadelphia Training CenterJUL 7/12 Advanced Sales: Level 1 AUG 8/3 Advanced Sales: Level 2 7/13 Advanced Sales Program (Day 1) 8/4 Internet/BDC: Lead Generation (Day 1) Objections: Level 1 8/5 Internet/BDC: Lead Generation (Day 2) Advanced Sales Program (Day 2) 8/8 Objections: Level 2 Social Media for Salespeople7/14 Leasing for Salespeople (9-1pm) 8/9 Advanced Sales: Level 1 Prospecting & Follow-Up (1-5pm) Advanced Sales Program (Day 1) Advanced Sales Program (Day 3) Advanced Service Manager Concepts Advanced Service Management Program (Day 1)7/15 Phone-Ups: Level 1 8/10 Objections: Level 1 Philadelphia Training Center Advanced Sales Program (Day 4) Advanced Sales Program (Day 2) Management Service Advisor Training (9-1pm)7/18 Advanced Service Advisor Techniques Advanced Service Revenue Creation (1-5pm) Advanced Service Management Prog. (Day 1) Advanced Service Management Program (Day 2) Advanced F&I Concepts (Day 1)7/19 Common Mistakes Salespeople Make (9-1pm) Leasing for Salespeople (9-1pm) Business Etiquette (1-5pm) Prospecting & Follow-Up (1-5pm) Understanding Your Customer (9-1pm) 8/11 Advanced Sales Program (Day 3) Service Advisor Phone Techniques (1-5pm)Ad- 8/12 Understanding the Service Customer (9-1pm) vanced Service Advisor Program (Day 2) Advanced Service BDC Concepts (1-5pm) Advanced Service Management Program (Day 3)7/20 Social Media for Salespeople Advanced F&I Concepts (Day 2) Effective Service Walk Arounds (9-1pm) Phone-Ups: Level 1 Advanced Service Advisor Program (Day 3) Advanced Sales Program (Day 4) Entry Level Sales (Day 1)7/21 Understanding Your Customer (9-1pm) Entry Level Sales (Day 2) Entry Level Sales (Day 3)7/25 Entry Level Sales (Day 1) 8/15 Entry Level Sales (Day 4)7/26 Entry Level Sales (Day 2) 8/16 Entry Level Sales (Day 5)7/27 Entry Level Sales (Day 3) 8/17 Common Mistakes Salespeople Make (9-1pm)7/28 Entry Level Sales (Day 4) 8/18 Business Etiquette (1-5pm)7/29 Entry Level Sales (Day 5) 8/19 Advanced Sales Management 8/22 Advanced Sales Management Program (Day 1) Leadership (9-1pm)“I had a wonderful week at training. I feel 8/23 Coaching (1-5pm)like I am a thousand miles from where I 8/24 Advanced Sales Management Program (Day 2)was prior to the course and I look forward 8/25 Advanced Management Negotiations (9-1pm)to using my knew knowledge. Brian was 8/26 Hiring/Motivation (1-5pm)very professional, energetic and a pleasure Advanced Sales Management Program (Day 3)to be taught by. Thank you for offering Train the Trainer (9-1pm)such a wonderful training program and Leasing for Managers (1-5pm)I actually look forward to taking more Advanced Sales Management Program (Day 4)courses at DLA!” - Delson Burns, C&C Ford Chrysler Entry Level Sales (Day 1) Entry Level Sales (Day 2) For more information 8/29 Entry Level Sales (Day 3)call 800-374-3314 ext. 215 8/30 8/31Scheduled 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

The DLA Automotive Training Centers offer all Dealershipsthe ability to engage in a superior Training Program with astrong curriculum and top-notch training.TDRLAAINAINUGTOCMEONTTIEVRESPHILADELPHIA, PA MONTVALE, NJ PITTSBURGH, PA• Salespeople • Secondary Finance• Sales Managers • Service Advisors• Internet/BDC Managers • Service Managers• Internet/BDC Staff • Parts Managers• F&I • Body Shop ManagersFor more information regarding available DLA courses, please call800-374-3314 ext. 215 or visit us online at: www.davidlewis.com30 Dealership OverDrive www.davidlewis.com

UpcomingCourses NY/NJ Metro Training CenterJUL 7/1 Common Mistakes Salespeople JUL 8/3 Advanced Sales: Level 2 Make (9-1pm) Advanced Service Advisor Techniques (9-1pm) Understanding Your Customer (1-5pm) Advanced Service Advisor Program (Day 1)7/5 Advanced Sales: Level 1 8/4 Objections: Level 2 OMOTIVE TRAINING CENAdvanced Sales Program (Day 1) Understanding the Service Customer (9-1pm) Service Advisor Phone Techniques (1-5pm)7/6 Objections: Level 1 Advanced Service Advisor Program (Day 2) Advanced Sales Program (Day 2) 8/5 Phone-Ups: Level 2 Effective Service Walk Arounds (9-1pm)7/7 Advanced F&I Concepts (Day 1) Advanced Service Advisor Program (Day 3) Leasing for Salespeople (9-1pm) NY/NJ Metro Training Center AUT Prospecting & Follow-Up (1-5pm) TER8/8 Entry Level Sales (Day 1) Advanced Sales Program (Day 3)7/8 Advanced F&I Concepts (Day 2) 8/9 Entry Level Sales (Day 2) Phone-Ups: Level 1 8/10 Entry Level Sales (Day 3) Advanced Sales Program (Day 4)7/11 Entry Level Sales (Day 1) 8/11 Entry Level Sales (Day 4)7/12 Entry Level Sales (Day 2) 8/12 Entry Level Sales (Day 5)7/13 Entry Level Service Advisor (Day 1)7/14 8/15 Common Mistakes Salespeople Make (9-1pm)7/15 Entry Level Sales (Day 3) Understanding Your Customer (1-5pm)7/19 Entry Level Service Advisor (Day 2)7/20 8/16 Advanced Sales: Level 1 Entry Level Sales (Day 4) Advanced Sales Program (Day 1) Entry Level Service Advisor (Day 3) 8/17 Objections: Level 1 Entry Level Sales (Day 5) Advanced Sales Program (Day 2) Entry Level Service Advisor (Day 4) MONT VALE, NJAdvanced Sales Management 8/18 Leasing for Salespeople (9-1pm) Prospecting & Follow-Up (1-5pm) Advanced Sales Management Program (Day 1) Advanced Sales Program (Day 3) Leadership (9-1pm) Coaching (1-5pm) 8/19 Phone-Ups: Level 1 Advanced Sales Program (Day 4) Advanced Sales Management Program (Day 2)7/21 Advanced Management Negotiations (9-1pm) 8/22 Entry Level Sales (Day 1) Hiring/Motivation (1-5pm) 8/23 Entry Level Sales (Day 2) Advanced Sales Management Program (Day 3)7/22 Train the Trainer (9-1pm) 8/24 Entry Level Sales (Day 3) Leasing for Managers (1-5pm) 8/25 Entry Level Sales (Day 4) Advanced Sales Management Program (Day 4) 8/26 Entry Level Sales (Day 5) 8/29 Business Etiquette (9-1pm)7/25 Internet/BDC: Lead Generation (Day 1)7/26 Internet/BDC: Lead Generation (Day 2)7/27 Business Etiquette (9-1pm)For more information please call 800-374-3314 ext. 215Scheduled course dates are subject to change without prior notice. Please check www.davidlewis.com for updated class dates and details.www.davidlewis.com Dealership OverDrive 31

Suicncgersesdiheanstst: wo Salespeople, Internet/BDC, People and Training. pLreotvidDeLyAouRweictrhuibtointgh! DLA 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 Interviews For information, please call Mary Mannella at 800-374-3314 ext. 215 or visit us at: www.davidlewis.com