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Automotive Sales Training Course Catalog

 To view course descriptions, click the titles below:

Automotive Sales Success for Today's Professional
(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
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

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

Objections Conquered! NEW!
15 segments

Segment 1 – A Definitive Look at Objections

What objections are; Determining validity


Segment 2 – Minimizing Objections, Part 1

100/100/100 Rule; No shortcuts; Needs Assessments for all; Assumptive postures


Segment 3 – Minimizing Objections, Part 2

Building extreme value; Questions to uncover objections; Avoid absolutes; Repeat and referrals


Segment 4 – Minimizing Objections, Part 3

Share expectations; Under-promise to over-deliver; Theory of Contrast


Segment 5 – Keys to Handling Objections, Part 1

Be prepared; Don’t hear – LISTEN!  Watch for buying signals; Transparency rules!


Segment 6 – Keys to Handling Objections, Part 2

Have perseverance; Stress value proposition; Diplomatically deny objection; Non-confrontational trial closes


Segment 7 – Keys to Handling Objections, Part 3

Be sold on products; Initially agree; Price is rarely the answer; Persuasive psychology


Segment 8 – "Your Price Is Too High"

Psychological tendency; Use your numbers; 3-Step Process


Segment 9 – "That’s Not Enough for My Trade"

Word tracks; Avoid the ego


Segment 10 – "I’ll Just Sell It Myself"

“Challenges with Selling Privately”


Segment 11 – "I Need to Speak to My Spouse"

Good excuse; Be proactive; Uncover the truth


Segment 12 – "I Have a Better Deal Elsewhere"

Clarify objection; Level the playing field; Build the value


Segment 13 – "What Is Your Best Price?"

Not an objection unless you treat it like one


Segment 14 – "I Don’t Want to Put Any Money Down"

Reinforce advantages; Minimally cover taxes and fees


Segment 15 -  "I Need to Think About It"

Unmasking real objection; Closing on value

PRINTABLE VERSION - Objections Conquered! Course Listing

Consumer Leasing
8 segments

Segment 1 - Words Make a Difference
Positive terminology is vital
Segment 2 - An Alternative Means of Financing
Explanation of leasing, lease terminology
Segment 3 - Customer Advantages
Popularity of leasing, major customer advantages
Segment 4 - Dealership Advantages
Major advantages for for the dealer
Segment 5 - Salesperson Advantages/Customer Questions
Advantages for salesperson/Leasing questions and answers
Segment 6 - Objections
How to handle major objections
Segment 7 - Consumer Lease Illustration Role Play
Role Play
Segment 8 - Helping Customers Make the "Buy or Lease" Decision
Five questions every customer should answer for themselves

Outstanding Customer Service
7 segments


Segment 1 - Outstanding Customer Service - "The WOW Factor"
Why is outstanding customer service so vital?
Segment 2 - Fundamentals Of Outstanding Customer Service
The 10 things to ensure success
Segment 3 - Specific Techniques For Outstanding Customer Service
Easy to implement, common sense ideas
Segment 4 - The Role Of Attitude In Outstanding Customer Service
Without a great attitude, the rest is not effective
Segment 5 - Outstanding Customer Svc. - The Most Important Words
What you say to the customer is important
Segment 6 - Outstanding Customer Svc. - Little Things Mean So Much
Things that every salesperson can (and should) do
Segment 7 - Fantastic Customer Service Is What Really Matters
Service is the real differentiator

Sales Strategies for the Highly-Informed Customer
6 segments


Segment 1 - Who Are They? How Do They Think?
Facts about gen x and gen y
Segment 2 - Best Practices to Get Face-to-Face
How to engage the hyper-informed customer
Segment 3 - Your Get One Shot, So Make it Count
Preparation and training
Segment 4 - Follow-up to Edge out the Competition
Make your follow-ups work for you
Segment 5 - Specific Strategies to Capture the Highly-Informed
Additional key selling strategies
Segment 6 - Providing a Superior Customer Service
How to go above and beyond "satisfaction"

Time & Activity Management NEW!
3 segments

Segment 1 - Classic Rules of Time Management
Determining the value of a project; Creating an effective to-do list; Organizing your tasks; Examining your tasks; Fun facts
Segment 2 - Resisting the Temptation to Procrastinate
4 categories of life's activities; Take a mini-vacation; Resisting the temptation to procrastinate; Motivation strategies; The value of time
Segment 3 - Time Wasters
Controlling the flood of paper; Managing your desktop; Top 10 time wasters, Establishing priorities; Each day is a new account

Personal Motivation Strategies UPDATED!
10 segments


Segment 1 - Your Imagination Can Foretell The Future
Your ultimate destiny is not a matter of chance, it's a matter of choice....your choice!
Segment 2 - Everything Is Possible If You Believe
The only thing over which you have complete control is your own mental attitude.
Segment 3 - Goals Will Help You Reach Success
If you can dream it, you can do it.
Segment 4 - Success Is Right In Front Of You
You too, can and should design your own life's game plan.
Segment 5 - Willpower
Everyone has willpower and the first step in developing it is to accept that it exists.
Segment 6 - There Is Always A Good Side
Don't stop thinking, for motivation comes from thought.
Segment 7 - Taking Small Steps
There is no job that could not be handled if you are willing to break it down into small pieces.
Segment 8 - Your Life Is What You Make Of It
The people with whom you associate can and will change your life.
Segment 9 - The Highway Of Life Is A Toll Road
Your attitude, positive mental outlook and your happiness can often be the difference between success and failure.
Segment 10 - Fake It 'Til You Make It
Your attitude will make or break your success

Goal Setting for Success
5 segments


Segment 1 - Why Set Goals?
Understanding the magic of goal setting
Segment 2 - Steps to Successfully Setting Goals
The step-by-step formula for achieving anything you desire
Segment 3 - Goals and Performance Tracking
Recognizing and keeping up with the activities that necessary
Segment 4 - 7 Additional Fundamentals in Setting Goals
Expands on the basic steps to success
Segment 5 - Study Backs Strategy for Achieving Goals
Empirical evidence of the value of setting goals the correct way

Mar-Kee's Top 40 NEW!
40 segments

 Segment 1 - Understanding The Used Car Buyer                                      Who are they?

 Segment 2 - Your Opportunity for Increased Profits (Part 1)            Strategies to ensure success with the used car buyer

 Segment 3 - Your Opportunity for Increased Profits  (Part 2)          Techniques that ensure higher success rates              

 Segment 4 - Your Opportunity for Increased Profits  (Part 3)                    More tips and techniques              

 Segment 5 - Women Buyers  (Part 1)                                                            Ten tips         

 Segment 6 - Women Buyers (Part 2)                                                            Selling to the real decision-maker                       

 Segment 7 - Understanding Personality Types (Part 1)                        Understanding "Expressives" and "Amiables"              

 Segment 8 - Understanding Personality Types (Part 2)                        Understanding "Drivers" and "Analyticals"                    

 Segment 9 - Theory of Contrast                                                            Presenting the desired alternative                       

 Segment 10 - 15 Qualities Salespeople Should Possess                              The making of a superstar       

 Segment 11 - Attitude Creates Altitude                                                      Power of positive thinking             

 Segment 12 - Cash Is King                                                                        Increase down payments              

 Segment 13 - Understanding Non-Verbal Communication                          Harness the power of voice inflection and body language                

 Segment 14 - There Are No Limits to Your Success                                  Believe you can succeed              

 Segment 15- Questions Are the Answer                                                        The 10 Commandments of Counseling             

 Segment 16 - Questions That Can Kill a Sale                                            Well-meaning questions that must be avoided             

 Segment 17 - Selling the Sizzle                                                                      How to emphasize value & benefits vs. price                

 Segment 18 - Effective Listening                                                                Secret to great communication                 

 Segment 19 - Collapsing Confrontation                                                          Taking the sting out of disagreement                  

 Segment 20 - Ego in the Sales Process                                                        Yours and the customer's             

 Segment 21 - Dealing with Personal Pressures                                            Ten steps that lead to success                 

 Segment 22 - Give Everyone a Chance                                                Prejudging customers guarantees missed sales                      

 Segment 23 - Making Objections Work for You                                    Additional strategies                       

 Segment 24 - Closing Is a Process                                                                Character, Emotional and Logical stages of a sale                  

 Segment 25 - Adaptive Selling                                                                Adjusting to changing conditions            

 Segment 26 - Information = Success                                                          Knowledge is power                       

 Segment 27 - Follow the Process                                                                  The five areas of focus                  

 Segment 28 - Winning the Price War                                                              It is not all about money                 

 Segment 29 - Average vs. Superior (Part 1)                                                How exceptional salespeople are different                    

 Segment 30 - Average vs. Superior (Part 2)                                                How exceptional salespeople think                    

 Segment 31 - Average vs. Superior (Part 3)                                                  How exceptional salespeople operate                

 Segment 32 - Avoiding "NO" - Creating "YES"                                            Sales is the art of obtaining "YES"                      

 Segment 33 - Focus on Risk                                                                  Strategies to lower the risk of buying                  

 Segment 34 - Dealing with Doubts                                                              Doubts lead to indecision             

 Segment 35 - Do You Still Need a "Road to the Sale"?                                Is it still relevant?                

 Segment 36 - How to be Effective with Others                                              15 keys                     

 Segment 37 - To Qualify or Not to Qualify                                                      The answer is YES             

 Segment 38 - Why Should I Buy from You?                                                    The question every customer has           

 Segment 39 - Price, Value or Risk?                                                              Which is more important?             

 Segment 40 - Your Attitude Is Everything                                                    Big thinking always precedes big achievements

5 Principals of Success
1 segment

5 Principals of Success
5 principles of success

One Idea At A Time - Greeting and Reception

Segment 1 - Greeting And Reception

Control starts here              

Segment 2 - Do Not Prejudge Customers

It reduces wages      

One Idea At A Time - Counseling and Needs Assessment

Segment 3 - Counseling / Interviewing, Part 1

The most neglected step in the process             

Segment 4 - Counseling / Interviewing, Part 2

How and why to counsel; best questions to ask                       

Segment 5 - Building Rapport

The bridge to selling success                   

Segment 6 - Questions are Magical

Tips and techniques to uncover crucial information

One Idea At A Time - Vehicle Selection, Walkaround Presentation & Demo

Segment 7 - Vehicle Selection

Position yourself for profit             

Segment 8 - Demonstration Drive

No demo, no sale - do it right                    

Segment 9 - High Performance Product Review

Mastering each and every model             

Segment 10 - Dynamic Demo Drives

Making the "guest drive" a closing tool               

Segment 11 - Features and Benefits Presentation

Huge influence on all deals                     

Segment 12 - Dynamic Walkarounds, Part 1

Setting the Stage                

Segment 13 - Dynamic Walkarounds, Part 2

Building the Profile            

Segment 14 - Dynamic Walkarounds, Part 3

Selling the Benefits            

Segment 15 - Dynamic Walkarounds, Part 4

Maximizing Your Opportunity                    

One Idea At A Time - Objections

Segment 16 - "Your Price Is Too High"

Great 3 step negotiating word tract, plus other good responses                    

Segment 17 - "I've Got A Better Deal"

Word tracts that work and make money              

Segment 18 - "What's Your Best Price?"

Responses to stay away from premature price discussions               

Segment 19 - "Not Enough For My Trade"

Best responses to this troubling objection                     

Segment 20 - "I'll Sell It Myself"

Word tracts that keep momentum going             

Segment 21 - "I Need To Talk To My Spouse"

Outstanding responses                 

Segment 22 - "I Want To Think About It"

Mar-Kee's 1-10 Close plus other good responses                    

Segment 23 - "I Want To Shop Around"

Responses to keep your customer grounded at your dealership

One Idea At A Time - Advanced Negotiating & Closing

Segment 24 - Art of Negotiating

Professional tips and techniques to effectively negotiate                   

Segment 25 - Trial Closing

Learn to pre-close the sale            

Segment 26 - Identifying & Isolating Objections

Easy-to-use 2 step process                       

Segment 27 - Closing the Sale with Confidence, Conviction and Enthusiasm

Qualities that great salespeople possess                       

Segment 28 - Classic Closes

Closes that have stood the test of time               

Segment 29 - Where Negotiations Really Begin

How to avoid premature price discussions                    

Segment 30 - The Initial Proposal

Techniques to make it count                    

Segment 31 - Handling "Low Balls"

Strategies to deal with this sticky situation                     

Segment 32 - Effective Word Tracts and Responses

Miscellaneous word tracts to keep sales from being derailed            

Segment 33 - "What are my payments? Interest rate? etc."

Responses to avoid the trap                     

Segment 34 - Price Negotiations

Using your numbers - not theirs; creating acceptable counter-offers                       

Segment 35 - The Art of Closing Any Deal, Part 1

Types of salespeople / Low pressure vs. High pressure                     

Segment 36 - The Art of Closing Any Deal, Part 2

Emotional vs. Intellectual approach / The rules of selling                   

Segment 37 - The Art of Closing Any Deal, Part 3

The 10 types of customers and how to handle them               

Segment 38 - The Art of Closing Any Deal, Part 4

How to treat customers based on age, gender, ethnicity / The psychology of the sale                  

Segment 39 - The Art of Closing Any Deal, Part 5

Identifying the real buyer / Winning the customer over                       

Segment 40 - The Art of Closing Any Deal, Part 6

Strategies for closing / Knowledge is power / Shortcuts make short careers                       

Segment 41 - The Art of Closing Any Deal, Part 7

Tips for a great presentation                     

Segment 42 - The Art of Closing Any Deal, Part 8

Use of the trial close / Wrapping up the sale                 

Segment 43 - Effective Closing Techniques

Close on your own             

Segment 44 - Negotiating for Profit

Excellent tips & techniques not previously discussed             

Segment 45 -Effective Negotiating

Additional tips & techniques for success                       

Segment 46 - Successful Deal Closures, Part 1

Part 1             

Segment 47 - Successful Deal Closures, Part 2

Part 2             

Segment 48 - Successful Deal Closures, Part 3

Part 3             

Segment 49 - Successful Deal Closures, Part 4

Part 4             

Segment 50 - Successful Deal Closures, Part 5

Part 5             

Segment 51 - Successful Deal Closures, Part 6

Part 6             

Segment 52 - Successful Deal Closures, Part 7

Part 7             

Segment 53 - Successful Deal Closures, Part 8

Part 8             

Segment 54 - Taking the Confrontation Out of Sales

Minimizing the tension                  

Segment 55 - Dealing With Unrealistic Prices

Professional composure               

Segment 56 - Winning Techniques

Pick a few and sell more

One Idea At A Time - Value Building

Segment 57 - Shortcuts = "Short" Paychecks

Use good business sense to capitalize on every opportunity            

Segment 58 - Evidence Manual

"The Silent Salesperson"              

Segment 59 - Continued Education

Real career growth for the serious student                    

Segment 60 - The Delivery

The end of this sale, or the beginning of the next?                  

Segment 61 - Building Value

Value beats price every time                     

Segment 62 - Personal Value Building

Increasing your value in the marketplace                      

Segment 63 - Where Deals Are Lost, Part 1

Being poorly prepared - Prejudging customers - Poor first impressions - Not controlling the process - Mishandling women buyers                   

Segment 64 - Where Deals Are Lost, Part 2

Mishandling Internet shoppers - Neglecting the interview process - Not knowing the decision maker - Mishandling the trade                  

Segment 65 - Where Deals Are Lost, Part 3

Asking the wrong questions - Focusing on price rather than the vehicle                

Segment 66 - Where Deals Are Lost, Part 4

Not knowing inventory - Rushed deliveries - Negative attitudes                   

Segment 67 - Determine to be Different

How to stand out from the crowd of "typical" salespeople                   

Segment 68 - Be 10x Better Than You Are, Part 1

Recognizing your potential                       

Segment 69 - Be 10x Better Than You Are, Part 2

Recognizing your potential                       

Segment 70 - Dealing With Slowdowns

Turning the downtime upward                 

Segment 71 - Urgency in Sales

How and why to use urgency in the selling process               

Segment 72 - Value, Value, Value

Build it and they will buy.              

Segment 73 - Updated Women Buyers

Huge part of your business                      

Segment 74 - Building Value in the Sales Process

It will always make the biggest difference                      

Segment 75 - Shortcuts Can Kill the Sale

Always has, always will                 

Segment 76 - Parts & Service Value Walk

Parts & Service Value Walk                      

Segment 77 - Effective Product Presentation, Part 1

Part 1             

Segment 78 - Effective Product Presentation, Part 2

Part 2             

Segment 79 - Effective Product Presentation, Part 3

Part 3             

Segment 80 - Effective Product Presentation, Part 4

Part 4             

Segment 81 - Every Price Is Too High

Raising the value proposition                  

Segment 82 - People Don’t Like To Be Sold

But they love to buy

One Idea At A Time - Success and Motivation


Segment 83 - Make It A Career

You won't be sorry              

Segment 84 - Personal Motivation Strategies, Part 1

Creating a vision - Finding your individual key            

Segment 85 - Personal Motivation Strategies, Part 2

Take small steps - Fake it until you make it                    

Segment 86 - Personal Motivation Strategies, Part 3

Setting & achieving goals - Walk away from people who don't support you - Planning your strategy                       

Segment 87 - Personal Motivation Strategies, Part 4

Focus and will power - Don't stop thinking                    

Segment 88 - Turning Negatives Into Positives

Keeping your mind right                

Segment 89 - Succeeding in a Transitional Environment

Focusing on your business at hand                   

Segment 90 - Creating Success

You are the driver in your life                   

Segment 91 - Habits Rule Your Life, Part 1

Areas in the sales process where the disconnect between customer and salesperson usually occurs                       

Segment 92 - Habits Rule Your Life, Part 2

Part 2             

Segment 93 - Habits Rule Your Life, Part 3

Part 3             

Segment 94, Habits Rule Your Life, Part 4

Part 4             

Segment 95 - Sales Success, Part 1

Make these part of your successful daily routine                     

Segment 96 - Sales Success, Part 2

Prepare to succeed            

Segment 97 - Making it Your Best Year Ever

Focusing on what you want                     

Segment 98 - Outstanding Self-Help Ideas

Improvement tips                 

Segment 99 - Self Evaluation

Your important snapshot               

Segment 100 - 14 Reasons Automotive Salespeople Do Not Live Up To Their Potential

Part 1             

Segment 101 - 14 Reasons Automotive Salespeople Do Not Live Up To Their Potential

Part 2             

Segment 102 - Goals & Performance Tracking

We must have targets                    

Segment 103 - Guaranteed Success

Part 1             

Segment 104 - Guaranteed Success

Part 2             

Segment 105 - How to Be Awesome

Exceeding expectations and conquering competition             

Segment 106 - Qualities for Successful Sales

Know and operate with them                    

Segment 107 - Making Everyday Count

Waste not - want not                      

Segment 108 - Ideas for Success

Ideas - It's what we need               

Segment 109 - Mindset of a Winner

Stay geared for success                

Segment 110 - Defining Success

Know what you want. Know why you want it.               

Segment 111 - The Unbreakable Rules

Important rules with which to operate                 

Segment 112 - Don’t Stay Sacked

Get up and go (fly)              

Segment 113 - Delivering the Goods

Lasting impressions                       

Segment 114 - Setting and Achieving Goals

Why and how?


One Idea At A Time - Team Work

Segment 115 - Help Your Sales Manager To Help You

What salespeople must do to allow sales managers to maximize each opportunity          

Segment 116 - Turn-Over = Opportunity

Value and reasons for doing it correctly & consistently                       

Segment 117 - Internal Relationships, Part 1

Developing a successful "team" atmosphere                

Segment 118 - Internal Relationships, Part 2

Harmonious departmental relationships are vital to success             

Segment 119 - The Value of Team

4 Keys: Commitment, Communication, Trust & Self-motivation                     

Segment 120 - Great Information to Desk the Deal

Part 1             

Segment 121 - Great Information to Desk the Deal

Part 2  

One Idea At A Time - Complimenting F & I and Consumer Leasing

Segment 122 - Helping F&I Help You

Everyone works together for sales success                   

Segment 123 - Paperwork Can Make or Break the Sale

Incomplete or illegible paperwork throws up unnecessary road blocks                   

Segment 124 - Handling the Special Finance Customer, Part 1

Becoming an advisor - Identifying the problems - Providing solutions

Segment 125 - Handling the Special Finance Customer, Part 2

Handling turn-downs - Dealing with the different types of special finance customers                 

Segment 126 - Consumer Leasing

Dealing with today's more sophisticated lease customer                    

Segment 127 - Evaluating Pre-Owned Vehicles

Evaluation tips                    

Segment 128 - Leasing Today

Part 1             

Segment 129 - Leasing Today

Part 2             

Segment 130 - Teamwork with F & I

Teamwork with F & I


One Idea At A Time - Conflict Resolution

Segment 131 - Conflict Resolution

Dousing the flames and turning problems into opportunities            

Segment 132 - Managing Conflict

When done correctly it enhances sales success                     

Segment 133 - Complaints = Opportunities

Handle them right and you will be rewarded                 

Segment 134 - Defusing Anger

A rare and powerful talent  

One Idea At A Time - Communication Skills

Segment 135 - Words Are Important

Importance of language and word selection                 

Segment 136 - Perceptions

Perception is truly reality               

Segment 137 - Information for the Desk

Helping your "deal" partner                      

Segment 138 - 10 Questions That Can Kill The Sale

Part 1             

Segment 139 - 10 Questions That Can Kill The Sale

Part 2             

Segment 140 - 10 Questions That Can Kill The Sale

Part 3             

Segment 141 - 10 Questions That Can Kill The Sale

Part 4             

Segment 142 - Communication in the Sales Process

Part 1             

Segment 143 - Communication in the Sales Process

Part 2             

Segment 144 - Communication in the Sales Process

Part 3             

Segment 145 - Personalities Make a Difference

Avoid the clash        

One Idea At A Time - Specialty Success Segments

Segment 146 - Taking the Confrontation Out of the Sale

4 biggest customer complaints - Creating a non-confrontational environment                  

Segment 147 - Ethics and the Legal Climate

Ethics and the Legal Climate                   

Segment 148 - Road to the Sale Review

The process in review                    

Segment 149 - Taking Care of Business

Creating a customer-friendly environment                    

Segment 150 - World's Greatest Salesman

Shared concepts from the best                

Segment 151 - Why Don't Prospects Buy?

Six reasons why                 

Segment 152 - Consistency in Production

Eliminate "peaks & valleys" in sales production                       

Segment 153 - Inside the Sale

Part 1             

Segment 154 - Inside the Sale

Part 2             

Segment 155 - Little Things Do Make a Difference (Part 1)

4 part series that shows that small things can really have a cumulative effect on environment, gross profit and closing ratios                   

Segment 156 - Little Things Do Make a Difference (Part 2)

Part 2             

Segment 157 - Little Things Do Make a Difference (Part 3)

Part 3             

Segment 158 - Little Things Do Make a Difference (Part 4)

Part 4             

Segment 159 - Road to the Purchase

Putting yourself in the customers shoes            

Segment 160 - What Is Your Purpose?

Be clear on the mission                 

Segment 161 - Selling Cars Is No Big Thing

Part 1             

Segment 162 - Selling Cars Is No Big Thing

Part 2             

Segment 163 - From My Perspective

Some interesting insight

3 segments


Receptionist - Part 1
Philosophical & physical aspects of phone communication; Effective listening
Receptionist - Part 2
Exceptional leadership and how to thrive in a challenging market
Receptionist - Part 3
Effectively handling the angry customer

Human Resources
1 segment


Segment 1 - Harassment and Discrimination Policy 

Avoiding harassment; Discrimination and intolerance in the workplace

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Building & Retaining Your High Performance Team (25 Video Segments)

Management Series - Removing the Impediments to Sales Success
2 segments

Segment 1 - Removing the Impediments to Sales Success
Creating a success environment

Segment 2 - Why Do Salespeople Leave?
Building salesperson tenure

Management Series - Recruiting, Hiring & Orientation
7 segments


Segment 3 - Effective Recruiting
Best practices
Segment 4 - Actual Recruiting Projects
Professional and effective recruiting ideas
Segment 5 - Orientation
Getting started on the right foot
Segment 6 - 90 Day Certification
Accountability for skills begins here
Segment 7 - Setting and Achieving Goals
Getting serious about hitting targets
Segment 8 - Trial Period Evaluation
Utilizing the early snapshot as a powerful productivity and employee retention tool
Segment 9 - Keeping a Salesperson File
Documentation that helps leaders grow their frontline assets

Management Series - Successfully Marketing Your Salespeople
1 segment

Segment 10 - Self Marketing
Individual marketing of each team member

Management Series - Performance Tracking and Accountability
3 segments


Segment 11 - Tracking is Key to Sales Activity Management and Performance Improvements
Your ultimate opportunity to monitor dealership activities and salesperson performance
Segment 12 - Benchmarking Your Numbers
Accountability and performance standards
Segment 13 - Driving Improvements with Collected Data
Performance standards continued

Management Series - Retaining Your Sales Team
3 segments


Segment 14 - Don't Run Them Off
Identifying our role in salespeople success
Segment 15 - Employee Evaluation
The power of periodic evaluation and gaining momentum for continued progress
Segment 16 - Exit Interviews
Gaining valuable insight you must have and parting on the best possible terms

Management Series - Desking the Deal
6 segments


Segment 17 - Desking the Deal - Part 1
Communicating and training your process
Segment 18 - Desking the Deal - Part 2
Reinforcing the process and necessary behavior at the desk
Segment 19 - Desking the Deal - Part 3
Building the courage and influencing the outcome
Segment 20 - Desking the Deal - Part 4
Driving store success by way of a strong desking process
Segment 21 - Desking the Deal - Part 5
The power of preparation
Segment 22 - Words Make A Difference
Enhancing sales with better word choices

Management Series - Sales Team / Team Leader Concept
3 segments


Segment 23 - Sales Team - Team/Leader Concept - Part 1
Introduction to benefits
Segment 24 - Sales Team - Team/Leader Concept - Part 2
Getting started
Segment 25 - Sales Team - Team/Leader Concept - Part 3
Daily responsibilities

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Foundational & Advanced Training                         

(33 Video Segments)

F & I - Introduction and Overview
3 segments


Segment 1 - Introduction to F & I
Introduction to Success by Design
Segment 2 - Overview of F & I
Broad overview; Knowledge is power; Your expectations
Segment 3 - Achieving Goals & Expectations
Achieving your goals & expectations

5 Main Responsibilities of F & I
5 segments


Segment 4 - Examining The 5 Main Responsibilities of F & I
Overview of the main responsibilities of F&I
Segment 5 - The Main Responsibilities of F & I (Part 1)
Proper delivery with full disclosure; Properly executed paperwork
Segment 6 - The Main Responsibilities of F & I (Part 2)
Properly executed paperwork con't; Providing customer lending assistance
Segment 7 - The Main Responsibilities of F & I (Part 3)
Increasing dealership profits
Segment 8 - The Main Responsibilities of F & I (Part 4)
Continuing education of salespeople to help F&I

Menu Selling
7 segments


Segment 9 - Identifying Different F&I Selling Sysytems
Identifying Different F&I Selling Sysytems
Segment 10 - Menu Selling
Advantage of Menu Selling
Segment 11 - Types of Menus
Advantages & Disadvantages
Segment 12 - Menu Selling
Initial Introduction & Verification Process
Segment 13 - Menu Selling
Preparing for the Menu Presentation
Segment 14 - Menu Selling
Setting the Stage & Initial Disclosures
Segment 15 - Menu Selling
Actual Menu Presentation

Acquiring Lender Approval
5 segments


Segment 16 - Acquiring Lender Approval - Part 1
Importance of Lender Relationships
Segment 17 - Acquiring Lender Approval - Part 2
Seeing deals through the eyes of a lender
Segment 18 - Acquiring Lender Approval - Part 3
The 4 C's of credit - Capacity, Collateral, Credit and Character
Segment 19 - Acquiring Lender Approval - Part 4
Proper Deal Structure
Segment 20 - Acquiring Lender Approval - Part 5
Valuable thoughts on gaining lender approval for our customers

Overcoming Objections
8 segments


Segment 21 - F & I Objections - Money Closes - Part 1
Using money vs value to close F&I product sales
Segment 22 - F & I Objections - Money Closes - Part 2
99.9%, Space Shuttle, Advanced Technology and Budget Closes
Segment 23 - F & I Objections - Vehicle Service Contracts - Part 1
The Value and Benefits of VSC
Segment 24 - F & I Objections - Vehicle Service Contracts - Part 2
Appropriate responses for VSC objections
Segment 25 - F & I Objections - F & I Objections - Guaranteed Asset Protection
Appropriate responses for GAP objections
Segment 26 - F & I Objections - Window Etch (Theft Deterrent) Tire & Wheel Protection
Appropriate responses for Etch and Tire & Wheel objections
Segment 27 - F & I Objections - Credit Life & Disability
Appropriate responses for Credit Life and Credit Disability objections
Segment 28 - "Cash" and Credit Union Conversions
Techniques for converting Cash and Credit Union buyers

Enhanced Selling Skills
5 segments


Segment 29 - Lessons from Lombardi
Becoming "Brilliant at the Basics"
Segment 30 - The Mistakes We Cannot Afford To Make
You can't think like you used to because doing things as before is counter-productive.
Segment 31 - Negative Perceptions
Turning negatives into positives
Segment 32 - Are You Making The Most Of Used Car Opportunities?
Making opportunities in F&I with used cars
Segment 33 - Time is of the Essence
Making the most of your time

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Turning Service Writers into Service Salespeople 

(101 Video Segments)

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

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)
7 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- 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 5 - 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 6 - Selling Drive-Line Service
How to use FAB's to sell more of these important services.
Segment 7 - Up-selling Tires - New!
Up-selling opportunities:  Increase 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 - Advanced Selling Techniques
18 segments


Segment 1 - Improving Your Closing Ratio
How to utilize a simple but effective follow-up system that will help you close more estimates/quotes
Segment 2 - How to Sell Tires and Batteries
How to sell these products, compete with aftermarket competitors, and retain your customers
Segment 3 - Selling "Total Fluid Exchanges" in Today's Market Part 1
Advantages & benefits of Brake and Power Steering Fluid Exchanges
Segment 4 - Selling "Total Fluid Exchanges" in Today's Market Part 2
Advantages & benefits of Transmission and Cooling Fluid Exchanges
Segment 5 - How to Sell Diagnosis
Customers resist paying for diagnosis because we often don't take the time to build its value
Segment 6 - Extended Maintenance Intervals - What is the Right Recommendation?
Manufacturer's intervals are a minimum requirement. We'll explore what we call the Grandma Rule.
Segment 7 - How to Up-Sell with Confidence and Integrity
Doing the proper job for both the customer and the dealership.
Segment 8 - How to Sell Minor Services
How to present these add-ons to increase sales per repair order
Segment 9 - Closing Techniques (Part 1)
Discussing various closing techniques
Segment 10 - Additional Closing Techniques
Comleting our discussion about closing and closing techniques
Segment 11 - How Customer Fear Affects Your Performance
How a customer's fear may affect your performance
Segment 12 - Words, Signs and Symbols that Create Negative Impressions
Discussing words, signs & symbols that create negative impressions on our customers.
Segment 13 - How to Handle the Phone Shopper
How to Handle the Phone Shopper
Segment 14 - Be Careful of the Words and Acronyms You Use
Some of the words & acronyms that you need to be careful not to use or over use when dealing with customers.
Segment 15 - Handling the "Just need an oil change" customer and Increasing their Profitability
discuss the "just need an oil change" customer and how to increase their profitability to your service department.
Segment 16 - Closing the Rude or Skeptical Customer
Closing the Rude or Skeptical Customer
Segment 17 - How to Make the Follow-up Sales Call
How to Make the Follow-up Sales Call
Segment 18 - Closing the Unsure Customer
Closing the Unsure Custome

Service Advisor Performance Plus - Customer Handling Skills
16 segments

Segment 1 - Dealing with the "Know It All" Customer
How to win over this customer and avoid lose-lose confrontations.
Segment 2 - "What's Your Labor Rate?"
Why this question comes up; how to handle it when it does; and how to avoid creating the problem in the first place.
Segment 3 - The upset customer, when it is our fault
Phrases to say and things to avoid to succeed in satisfying and retaining this customer.
Segment 4 - Male vs Female customers
A sensitive and important topic of how to handle the different sexes.
Segment 5 - Managing customer's expectations - under-promise and over-deliver
How to reduce customer expectations so that we can exceed their expectations in four critical areas.
Segment 6 - The upset customer, when it is the vehicle's fault
How to become a hero to this customer instead of the enemy.
Segment 7 - Quality Control Pays
Reduce comebacks, customer inconvenience, low CSI, and "heat".
Segment 8 - Perception vs Reality as it relates to Dealership Quality
How to build positive perceptions and reverse negative perceptions concerning our quality of work.
Segment 9 - Managing the customer's time expectation
Understanding the importance of time to the customer. How to under-promise and over-deliver.
Segment 10 - The upset customer, when it is the customer's fault
How to handle and retain this customer when it's clearly the customer's fault.
Segment 11 - Handling the "laundry list customer"
How to make this particular customer a profitable one instead of one we run away from.
Segment 12 - The customer who requests a repair that is out of warranty
How to turn this request into additional customer paid sales while not increasing your warranty expense per vehicle.
Segment 13 - "My check engine light is on; can you just reset it?"
How to separate scans from diagnosis and use scans as a way to sell more diagnosis.
Segment 14 - Comebacks Are a Killer
The main causes of comebacks and what we can do to correct these causes.
Segment 15 - How to ensure your customers are completely satisfied
The key elements necessary to achieve "completely satisfied" customers to provide us with long-term and profitable business
Segment 16 - Keep the customer with a problem from becoming a problem customer
Often our actions can escalate the problem instead of relieving it.


Service Advisor Performance Plus - Personal Success Strategies
12 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.
Segment 12 - Managing Your Relationships with Other Service Advisors
How to maintain these relationships, just like any important relationship.

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(19 Video Segments)

Professional Service Management - The Initial Foundation
17 segments


Segment 1 - Today's Service Business: The Big Picture
Today's Service Business: The Big Picture
Segment 2 - Characteristics of Professional Service Managers
Characteristics of professional service managers and the key elements inherent in their job.
Segment 3 - Common Traits of Market Leaders
Discussing the Common Traits of Market Leaders
Segment 4 - Leadership Techniques
The leadership techniques necessary to be a professional service manager.
Segment 5 - Billable and Billed Hours: It All Starts Here
What is it that we sell in service?
Segment 6 - Maximizing Flat Rate Hours per RO Throughout the Ownership Cycle
Overview of the critical elements involved in maximizing flat rate hours per repair order throughout the ownership cycle.
Segment 7 - Sales Tools
How to develop and fully utilize Sales Tools.
Segment 8 - Maximizing Repair Orders Count
Without repair orders you have no sales.
Segment 9 - Market-driven Pricing
Pricing products/services based on the competition
Segment 10 - Maximizing Labor Gross Profit
The lifeblood of your service business
Segment 11 - The Service Sales Manager
Sales - one of the most important facets of your position
Segment 12 - Customer Retention
Key to long-term success
Segment 13 - Customer Conquest
Marketing to and capturing new customers
Segment 14 - 6 Specific Ways to Increase Service Profitability
Strategies to insure profitability
Segment 15 - Making Service More Convenient - New!
Strategies to appeal to the convenience factor that is important to customers
Segment 16 - Service Advisor Pay Plans - New!
Creating pay plans that motivate performance
Segment 17 - One-stop Shopping - New!
Becoming the only place customers need to go for their service needs

Service Cashier
1 segment


Segment 1 - Service Cashier
Cashiers impact on a successful service delivery

Service Drive Attendant
1 segment


Segment 1 - Service Drive Attendant
Delivering a positive and memorable service experience