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

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

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

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