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SALES

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SERVICE ADVISORS

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 TESTIMONIALS


"The Mar-Kee Group's Boot Camp provides small daily doses of training with 2 unexpected bonuses:

1.    Every day without even opening the video assignments, the manager is reminded that the new hire has been here (on the program) for “x” days.  For example, today tells me that my new salesperson has been here 20 days and that cues me to evaluate where we need to be after 20 days. 

2.    Before the daily notification email is even opened, there is the motivational quote.  I love those. Even before entering a sales meeting this morning I was reminded that SUCCESS TOMORROW COMES FROM DOING TODAY! "


- Paula Mashburn, General Manager



 

The Mar-Kee Group’s Boot Camp training is a great sales training refresher! 

I have been selling for a long time and have completed other highly-regarded programs.  However, this is by far the best!  

I love the common sense approach with zero-fillers!  David Martin’s delivery is relatable & I highly recommend to anyone who is serious about maintaining a lucrative sales career.

 

- Sean Baggs, Sales Consultant

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90-day Boot Camp TRAINING

FOR AUTOMOTIVE SALES & SERVICE ADVISORS

The Mar-Kee Group's Online Boot Camp is a revolutionary, brief daily sales training program for Sales and Service Advisor professionals.

 

  We do all of the work!
  We deliver brief video assignments (Mon - Fri) to each enrolled student!
  We keep managers informed of training progress every step of the way!

 

HOW IT WORKS!

How it Works?  90 day Online Boot Camp Daily Sales Training

Ask about 30-Day FAST TRACK Boot Camp Training for Sales.

WHO BENEFITS?

  New hires needing a strong sales or service sales process foundation
  Existing staff you want to take to the next level
  Underperformers — job is at risk!

 

SALES

COURSE CATALOG

Automotive Sales Success for Today's Professional UPDATED!
(A to Z Sales Process Training)
34 segments


Segment 1 - Creating a Great Impression
Initial phase of the selling process
Segment 2 - Greetings & Reception
Professional greetings; Avoid pre-judging
Segment 3 - Building Rapport & Trust
"I'm just looking"; Tips to finding common ground
Segment 4 - Effective Verbal Communication
Importance of words; Listening skills; "Serve, don't sell"
Segment 5 - Electronic Communication Through Emails
Maximize your effectiveness in customer communication
Segment 6 - Effective Communication Through Texts
Rules for business etiquette
Segment 7 - Trust is the Basis for Sales
Without trust price becomes the default issue
Segment 8 - Counseling/Interviewing
Building a customer profile; Gathering important information
Segment 9 - Selecting the Right Vehicle
Know your inventory; Sell what you see; Trade walk
Segment 10 - Presenting the Vehicle (Part 1)
Features & benefits presentation; "Selling the sizzle"
Segment 11 - Presenting the Vehicle (Part 2)
Controlled walkarounds
Segment 12 - Dynamic Demonstration Drives
Keys to creating mental ownership
Segment 13 - Demo Drives / Trial Closing (Part 1)
Tips for the test drive; Effective trial closing questions
Segment 14 - Trial Closing (Part 2) / Setting Up the Negotiations
More trial close questions; Service walk; Discussing money prematurely
Segment 15 - Pace of the Sale
How much time you spend, and where, does matter
Segment 16 - Initial Write-up / Help Your Manager Help You
Info to bring to the "desk"; Evidence manual
Segment 17 - Maximizing the Initial Proposal
Presenting your proposal in the best light; Signals you send
Segment 18 - Initial Proposals / Negotiating Fundamentals
Basics of negotiating for successful conclusions
Segment 19 - Negotiating Tips & Techniques
More on negotiations / Clarify & isolate objections
Segment 20 - Premature Price Questions
Responses to "Best price?" "Interest rates?" "Payments?" "Trade value?"
Segment 21 - Fundamentals of Handling Objections
Overcoming customer resistance
Segment 22 - "Your Price is Too High"
Using your numbers - not theirs; 3 step negotiating technique
Segment 23 - "Not Enough For My Trade"
Dealing with unrealistic expectations
Segment 24 - "I Will Sell It Myself"
The challenge of selling privately
Segment 25 - "I've Got a Better Deal Elsewhere"
Keeping the customer at your dealership
Segment 26 - "I Want To Think About It"
Handling the most common objection
Segment 27 - "I Need To Talk To My Spouse"
Uncovering the real problem
Segment 28 - "I Want To Shop Around"
Discovering why and what to do
Segment 29 - Miscellaneous Closing Ideas
Tried and true closing tips
Segment 30 - Capitalizing On The T.O. (Turnover)
Do not let ego stand in your way
Segment 31 - Selling Pre-owned Vehicles
Tips on selling used
Segment 32 - The Delivery
Make it a lasting impression
Segment 33 - Follow-up For Success
Effective follow-up in today's market
Segment 34 - The Value of Attitude
Power of a positive attitude; Tips on achieving success

Ultimate Phone Expertise UPDATED!
15 segments

Segment 1 – Incoming Sales Calls - Part 1​
Attitude; Physical aspects to improve communication; Listening skills
Segment 2 – Incoming Sales Calls - Part 2​
What you need to accomplish on an incoming sales call; Importance of phone-ups; Directing the conversation
Segment 3 – Incoming Sales Calls - Part 3​
Answering the phone; Getting a "yes" answer; Closing for the appointment
Segment 4 – Incoming Sales Calls - Part 4
Common questions from callers; Best appointment-closing questions
Segment 5 – Incoming Sales Calls - Part 5
Handling price questions
Segment 6 – Incoming Sales Calls - Part 6​
Raising the appointments made/kept ratio; Solidifying their commitment to keep the appointment
Segment 7 – Handling the Tougher Questions - Part 1
“What’s your best price?”; “How many miles are on the vehicle?”; “What would my payments be?”; “How much will you come off the internet price?”
Segment 8 – Handling the Tougher Questions - Part 2
“What are your interest rates?”; “What’s my trade worth?”
Segment 9 – Handling the Tougher Questions - Part 3
“What would my payments be?”; “Has this vehicle been wrecked?”
Segment 10 – Costly Mistakes You Must Avoid
Sold follow-up Day 1; Sold follow-up Day 5; Un-sold traffic follow-up; CSI; Anniversary of the vehicle purchase
Segment 11 – Outbound Calls - Part 1​
Build relationships to make the most of your career
Segment 12 – Outbound Calls - Part 2​
Email and household vehicle request; Voice mail for sold customers; Voice mail for unsold customers
Segment 13 – Outbound Calls - Part 3
Email and household vehicle request; Voice mail for sold customers; Voice mail for unsold customers
Segment 14 – Outbound Calls - Part 4
Service customer; Internet leads; Management call back; Customer contact form
Segment 15 – The Power of Effective Voice Mail​
Strategies and scripts for the ultimate professional


PRINTABLE VERSION - Ultimate Phone Expertise Course Listing

Outstanding Customer Service
7 segments

 

        <p>&nbsp;</p>
        <table class="table4">
            <tbody>
                <tr>
                    <td style="width: 100%; text-align: left;"><strong>Segment 1 - Outstanding Customer Service - "The WOW Factor"</strong> <br />
                    Why is outstanding customer service so vital? </td>
                </tr>
                <tr class="alt">
                    <td style="text-align: left;"> <strong>Segment 2 - Fundamentals Of Outstanding Customer Service</strong> <br />
                    The 10 things to ensure success </td>
                </tr>
                <tr>
                    <td style="text-align: left;"> <strong>Segment 3 - Specific Techniques For Outstanding Customer Service</strong> <br />
                    Easy to implement, common sense ideas </td>
                </tr>
                <tr class="alt">
                    <td style="text-align: left;"> <strong>Segment 4 - The Role Of Attitude In Outstanding Customer Service</strong> <br />
                    Without a great attitude, the rest is not effective </td>
                </tr>
                <tr>
                    <td style="text-align: left;"> <strong>Segment 5 - Outstanding Customer Svc. - The Most Important Words</strong> <br />
                    What you say to the customer is important </td>
                </tr>
                <tr class="alt">
                    <td style="text-align: left;"> <strong>Segment 6 - Outstanding Customer Svc. - Little Things Mean So Much</strong> <br />
                    Things that every salesperson can (and should) do </td>
                </tr>
                <tr>
                    <td style="text-align: left;"> <strong>Segment 7 - Fantastic Customer Service Is What Really Matters</strong> <br />
                    Service is the real differentiator </td>
                </tr>
            </tbody>
        </table>
        <br />

Prospecting and Follow-Up in Today's Market
11 segments

Segment 1 - Why Prospect & Follow-up
The facts, the benefits, the fundamentals: Building a permanent contact base
Segment 2 - Effective Follow-up on Sold & Unsold
What's in it for you; Getting customers back in; Standing out from the crowd
Segment 3 - Prospecting with Service Customers (Part 1)
Establishing relationships with advisors; "Volunteer greeter"; In the customer lounge; "Vehicles needed" board
Segment 4 - Prospecting with Service Customers (Part 2)
Pro-actively calling; Software to identify vehicles with equity; Approach service customers using an effective script
Segment 5 - Using Personal Social Media - Part 1
Do's and don'ts; Content is king; Often-made mistakes
Segment 6 - Using Personal Social Media - Part 2
The ability to research prospects; highly effective way to use Facebook for ongoing prospecting
Segment 7 - Individual Prospecting Ideas - Part 1
Market to those who bought elsewhere; Prospects everywhere; Target market; One new business each month
Segment 8 - Individual Prospecting Ideas - Part 2
Business cards for self-promotion; Off-lease customers; Asking for referrals - The right way!
Segment 9 - Individual Prospecting Ideas - Part 3
Claims adjusters; Social clubs; Community involvement; Personal advertisement; New promotions
Segment 10 - Individual Prospecting Ideas - Part 4
Afternoon phone calls; Newsletters; "Nest" prospecting; Give specialty gifts
Segment 11 - Individual Prospecting Ideas - Part 5
New homeowners; Organized group presentations; Inspirational quotes (PMAs); Career-building letters and emails


SERVICE ADVISORS

COURSE CATALOG

12 Foolproof Ways to Increase Service Sales & Customer Retention
14 segments UPDATED!

Segment 1 – Obstacles and Solutions for Increased Sales

Obstacles and Solutions

 

Segment 2 – “Grandma Rule” – Performing Effective Walkarounds

“Grandma Rule”, Performing Effective Walkarounds

 

Segment 3 – Always Share Value Before Quoting Price

Always Share Value Before Quoting Price

 

Segment 4 – Verbal and Non-verbal Communications Skills

Verbal and Non-verbal Communications Skills

 

Segment 5 – Capitalizing on Electronic Communications

Capitalizing on Electronic Communications

 

Segment 6 – Effective Use of Menu Presentations- Ask Every Caller for an Appointment

Effective Use of Menu Presentations – Ask Every Caller for an Appointment

 

Segment 7 – Follow-up on ALL Declined Services and Phone Quotes

Follow–up on ALL Declined Services and Phone Quotes

 

Segment 8 – Setting Next Appointment / Effectively Ask for Referrals

Setting Next Appointment / Effectively Ask for Referrals

 

Segment 9 – Magic of the Active Delivery

Magic of the Active Delivery

 

Segment 10 – Amazing Customer Service

Amazing Customer Service

 

Segment 11- Specific Techniques for Great Customer Service

Specific Techniques for Great Customer Service

 

Segment 12 – 10 Keys to Handle Objections

10 Keys to Handle Objections

 

Segment 13 – Handling Specific Objections (Part 1) 

Handling Specific Objections (Part 1) 

 

Segment 14 - Handling Specific Objections (Part 2) 

Handling Specific Objections (Part 2)  

Service Advisor Performance Plus - Road to the Sale
18 segments

 

Segment 1 - Introduction
Introduction to the Service Advisors Road to the Sale
Segment 2 - Price vs Value
Understanding the concept of Price vs. Value Relationship
Segment 3 - The Greeting and Reception - Part 1
The elements of the "Meet and Greet"
Segment 4 - The Greeting and Reception - Part 2
The Greeting and Reception continued
Segment 5 - Addressing Customer Concerns
How to address the customer's concerns
Segment 6 - Vehicle Walk-around - Part 1
Taking control of the vehicle walk-around
Segment 7 - Vehicle Walk-around - Part 2
The actual process of the vehicle walk-around
Segment 8 - Selling from Service History
Why is reviewing service history important?
Segment 9 - The Sales Presentation
Why you must make the Sales Presentation to every customer
Segment 10 - Advanced Sales Techniques - Feature and Benefit Selling
The difference between just selling Features and Features & Benefit Selling
Segment 11 - Advanced Sales Techniques - Handling Objections
Objections are your Friend!
Segment 12 - Advanced Sales Techniques - 10 Common Objections
Part 1 - How to handle the 10 most common objections
Segment 13 - Advanced Sales Techniques - 10 Common Objections 
Part 2 - How to overcome the 10 most common objections
Segment 14 - Completing the Write-up
Why the Write-up is so important
Segment 15 - Pro-active Communications
How and why you should be pro-active in your communications with customers
Segment 16 - The Active Delivery
The importance of a good delivery of the customer's automobile
Segment 17 - Follow-up
How to perform a professional follow-up
Segment 18 - Commitment to Excellence
Your continued success in being a professional Service Advisor

Service Advisor Performance Plus - Selling Specific Services (Features, Advantages & Benefits)
8 segments

 

Segment 1 - Rotate, Balance, Alignment
How to sell even the simplest of jobs by building value through the use of features, advantages and benefits.
Segment 2 - Cooling System Service
How to sell this service with credibility and professionalism by using FAB selling.
Segment 3 - Brake Service
We created our competition by being uncompetitive, now it's time to win back our customers
Segment 4 -Tune-ups
How to sell more of these competitive jobs and how to win back this business from our mass-merchandiser competitors.
Segment 5- Transmission Service
Most customers don't know what we do on a transmission service. That's why it's important to discuss the features, advantages, & benefits of our service.
Segment 6 - A/C Service
If we don't build value and just shoot prices for this service - you guessed it -- the customers are going somewhere else.
Segment 7 - Selling Drive-Line Service
How to use FAB's to sell more of these important services.
Segment 8 - Up-selling Tires - New!
Up-sell opportunities:  Increasing tire sales


Service Advisor Performance Plus - Overcoming Objections
16 segments

 

Segment 1 - Objections Are Your Friends
Why objections are important in the selling process. How to handle and overcome typical objections.
Segment 2 - I Don't Have the Money
Understanding what's behind this objection and some key phrases and role-play to close the deal.
Segment 3 - I Thought This Maintenance Was Covered Under Warranty
Ways to address customer misperceptions about what warranty does or does not cover."
Segment 4 - I'll Do It Next Time
How to proactively address this common objection and earn the business today.
Segment 5 - I Do My Own Maintenance Work
How to address this objection and the key points and power phrases to use to get this business.
Segment 6 - I Need To Talk To My Spouse
How to deal with the "third baseman" and address this objection to close the deal.
Segment 7 - I Don't Have Time Today
How to deal with this frequent objection/excuse on a proactive and reactive basis.
Segment 8 - I Have a Bumper-To-Bumper Warranty
How to address this misperception by utilizing the customer's warranty book and position ourselves on the side of the customer.
Segment 9 - Just Go Ahead and Do the Oil Change, and I'll Wait to do the Rest
If we don't take the time to build value in our maintenance presentation, then we will hear this objection often.
Segment 10 - All You're Doing Is Inspecting My Vehicle
Techniques & word tracks to overcome this common objection (especially with maintenance menus).
Segment 11 - Those Services Aren't In My Owner's Manual
How to address this objection and utilize the owner's manual to sell more service with credibility.
Segment 12 - Will this void my warranty if I don't have this maintenance done?
How to deal with this objection/question in a non-negative or threatening way and still close the deal.
Segment 13 - I've Never Had To Do This Service Before
How to educate our customers as to the complexity of today's vehicles and the need to perform critical services and inspections.
Segment 14 - I Don't Need Any Maintenance Until 100,000 Miles
How to overcome this misperception in a positive and profitable way.
Segment 15 - Just Do the Warranty. My Mechanic Does All the Maintenance
How to overcome the objection and earn the customer's business.
Segment 16 - I'm going to be selling or trading my vehicle soon
Power phrases to use when presented with this particular objection from a customer.


Service Advisor Performance Plus - Personal Success Strategies
11 segments

 

Segment 1 - Setting and Achieving Your Goals
Goal setting strategies and other techniques that can help make your career more enjoying and rewarding.
Segment 2 - The Used Car Department - What Do They Really Want?
Your used car department is (or should be) your best customer. What you can do as a Service Advisor to build and/or maintain this valuable business.
Segment 3 - Managing Your Relationship with the Parts Department
The parts department and service department are like brother and sister and have to maintain a good working relationship for the benefit of the ultimate boss, the customer.
Segment 4 - How to Maintain a Positive Attitude
Maintaining a positive attitude in what could be a negative climate is critical to Service Advisor sales success and a high CSI.
Segment 5 - Dealing with the Slow Periods
We'll discuss how to drum up business from our existing customers rather than "shoot-from-the-hip" advertising.
Segment 6 - Managing Your Relationships with the Technicians
How advisors should interact and maintain critical working relationships with the technicians.
Segment 7 - Discounting on the Service Drive
Unauthorized discounting, misuse of coupons, missed estimates, and the numerous negative effects unauthorized discounting has on your service business.
Segment 8 - How to Effectively Load Your Shop
Fear of carryovers tends to create poor work productivity in our shop. How to increase throughput, labor sales, and our income.
Segment 9 - Managing Your Relationship with the New Vehicle Department
How to maximize your relationship with your new and used vehicle departments.
Segment 10 - Time Management - What Do You Do When You Can't Do It All?
How to be more efficient with the time available by being pro-active and by using available dealership resources.
Segment 11 - Ethics and Legalities
We must make every effort to avoid expensive and time-consuming litigation. How to handle customer situations ethically.




KEY DIFFERENTIATOR

Finally, a powerful sales training program with zero-burden to management. 

We do the work, deliver daily (Monday - Friday) assignments to employees, and keep managers informed on employee's training progress every step of the way!


This is a perfect solution for car dealers with any of the following recruiting and training challenges:

  Limited time to commit to training employees 
  Limited ability to train; Not all managers are well qualified to train
  Wasted time & money spent on recruiting campaigns
  Frustration with costly, unprepared employees waiting on your guests
  Mgmt. unable to maintain normal duties due to training distractions
  Local image affected by turnover 

 

 

The Training They Need, Uniquely Delivered,  with ACCOUNTABILITY Built-In!

 

 

Questions about Online Boot Camp Training?
Call Toll Free 888.300.4629




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