|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 (Part 1)
Building a customer profile; Gathering important information
| Segment 9 - Counseling/Interviewing (Part 2)
Specific questions to ask
| Segment 10 - Presenting the RV (Part 1)
Features & benefits presentation; "Selling the sizzle"
| Segment 11 - Presenting the RV (Part 2)
| Segment 12 - Dynamic Demonstration Drives
Keys to creating mental ownership
| Segment 13 - Trial Closing (Part 1)
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"
| 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 techniques
| Segment 30 - Capitalizing On The T.O. (Turnover)
Do not let ego stand in your way
| Segment 31 - Selling Pre-owned RVs
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
|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
Alternative Phase 1 Script
| Segment 5 – Incoming Sales Calls - Part 5
Common Questions from Callers, Best Appointment-Closing Questions
|Segment 6 – Incoming Sales Calls - Part 6
Handling Price Questions
Segment 7 – Incoming Sales Calls - Part 7
Raising the appointments made/kept ratio; Solidifying their commitment to keep the appointment
| Segment 8 – Handling the Tougher Questions - Part 1
“What’s your best price?”; “How many miles are on the RV?”; “What would my payments be?”; “How much will you come off the internet price?”
| Segment 9 – Handling the Tougher Questions - Part 2
“What are your interest rates?”; “What’s my trade worth?”
| Segment 10 – Handling the Tougher Questions - Part 3
“What would my payments be?”; “Has tthere been any damage to the RV?”
| Segment 11 – Costly Mistakes You Must Avoid
Errors we don't even know we're making
| Segment 12 – Outbound Calls - Part 1
Build relationships to make the most of your career
| Segment 13 – Outbound Calls - Part 2
Sold Follow-up Day 1, Sold Follow-up Day 5 or 10, Un-sold Traffic Follow-up, Customer Satisfaction, Anniversary of the RV Purchase, Voice Mail for Sold and Unsold Customers
| Segment 14 – Outbound Calls - Part 3
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
Segment 1- Selling at the RV Show (Part 1)
Physical preparation; Value of image; Incorporating tablets
Segment 2 - Selling at the RV Show (Part 2)
Mental preparation; Engaging the customer; Efficiently qualifying
Segment 3 - Selling at the RV Show (Part 3)
Qualify, Understand, Inform, Propose; Selling the Deal
Segment 4 - Selling at the RV Show (Part 4)
Effective follow-up -- during the Show and post-Show; "Do's and Don'ts"
Segment 1 - Why Prospect? - New!
Segment 2 - Effective Follow-up on Sold and Unsold - New!
Doing away with the "Hope" system
Segment 3 - Service Customers (Part 1) - New!
Various ways to prospect among service customers
Segment 4 - Service Customers (Part 2) - New!
Ideas for prospecting service customers
Segment 5 - Using Personal Social Media (Part 1) - New!
Using social media to your advantage; Content is king; Often-made mistakes
Segment 6 - Using Personal Social Media (Part 2) - New!
Ability to research prospects; Highly effective way to use social media for ongoing prospecting
Segment 7 - Specific Ideas (Part 1) - New!
Market to those who bought elsewhere; Prospects everywhere; Business cards for self-promotion
Segment 8 - Specific Ideas (Part 2) - New!
Asking for referrals--the correct way; Social clubs and community involvement; Personal advertisement; New promotions; "Nest" prospecting
Segment 9 - Specific Ideas (Part 3) - New!
Make afternoon phone calls; Newsletters; Give specialty gifts
Segment 10 - Specific Ideas (Part 4) - New!
Give organized presentations; Using inspirational quotes; Make cold calls; Career-building letters and emails
Segment 1 - "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
Easy to implement, common sense ideas
Segment 4 - The Role Of Attitude
Without a great attitude, the rest is not effective
Segment 5 - The Most Important Words
What you say to the customer is important
Segment 6 - Little Things Mean The Most
Things that every salesperson can (and should) do
Segment 7 - Fantastic Customer Service Is What Really Matters
Service is the real differentiator
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 are 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
Segment 1 - Who Are They? How Do They Think?
Facts about Gen X and Gen Y (Millennials)
Segment 2 - Best Practices to Get Face-to-Face
How to engage the Hyper-Informed Customer
Segment 3 - You 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 Experience
How to go above and beyond "satisfaction"
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
Segment 1 - Removing the Impediments to Sales Success
Creating a success environment
Segment 2 - Why do Salespeople Leave?
Building salesperson tenure
Segment 3 - Effective Recruiting
Segment 4 - Actual Recruiting Projects
Professional and effective recruiting ideas
Segment 5 - Orientation
Getting started on the right foot
Segment 6 - Self Marketing
Individual marketing of each team member
Segment 7 - 90 Day Certification
Accountability for skills begins here
Segment 8 - Setting and Achieving Goals
Getting serious about hitting targets
Segment 9 - Trial Period Evaluation
Utilizing the early snapshot as a powerful productivity and employee retention tool
Segment 10 - Keeping a Salesperson File
Documentation that helps leaders grow their frontline assets
Segment 11 - Desk Log Part 1
Your ultimate opportunity to monitor dealership activities and salesperson performance
Segment 12 - Desk Log Part 2
Accountability and performance standards
Segment 13 - Desk Log Part 3
Performance standards continued
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
Segment 17 - Desking the Deal - Part 1
Communicating and training your process
Segment 18 - Desking the Deal - Part 2
A proper delivery of the vehicle with full disclosure of customer rights
Segment 19 - Desking the Deal - Part 3
Accomplishments of a Sales Call, Common Misconceptions, Controlling the Conversation, Always Answer Questions First, Positive Assumptions
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
Segment 23 - Sales Team - Team / Leader Concept (Part 1)
Introduction to benefits
Segment 24 - Sales Team - Team / Leader Concept (Part 2)
Segment 25 - Sales Team - Team / Leader Concept (Part 3)
Receptionist - Part 1
Philosophical & Physical aspects of phone communication; Effective Listening
Receptionist - Part 2
Procedural aspects of phone communication; the words to use
Receptionist - Part 3
Effectively handling the angry customer