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)
Controlled walkarounds

Segment 12 -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
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 tips

Segment 30 – Capitalizing On The Management 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- 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 – 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
Alternate 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 there 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; unsold traffic follow-up; customer satisfaction; anniversary of the RV purchase; voice mail for the sold and unsold customers

Segment 14 – Outbound Calls – Part 3
Service customer, internet lead, 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 – Why Prospect? – New!
Why Prospect?

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 – Introduction
Introduction to the RV Professional Service Advisor

Segment 2 – The RV Service Customer
Expectations & perceptions

Segment 3 – Who Is Your Best Customer?
You might be surprised

Segment 4 – Price vs. Value
Understanding the value of price vs. value relationship

Segment 5 – Scheduling the Appointment
Who, how, when?

Segment 6 – The Meet & Greet – Part 1
Impressions matter

Segment 7 – The Meet & Greet – Part 2
Body language; “memory wipe”

Segment 8 – The Meet & Greet – Part 3
Words have meaning

Segment 9 – The Customer Interview – Part 1
Benefits of the interview

Segment 10 – The Customer Interview – Part 2
Becoming the interpreter

Segment 11 – The Customer Interview – Part 3
Questions are gold

Segment 12 – Vehicle Walk-around – Part 1
Taking control of the walk-around

Segment 13 – Vehicle Walk-around – Part 2
Benefits of the walk-around

Segment 14 – Selling from Service History
Why is reviewing service history important?

Segment 15 – Sales Presentation – Part 1
Every customer, every time

Segment 16 – Sales Presentation – Part 2
Capitalizing on the opportunity

Segment 17 – Features, Advantages & Benefits Selling
The difference between just selling features and Features & Benefits selling

Segment 18 – Customer Objections
Objections are your friend

Segment 19 – Uncovering Customer Objections
Clarification; “Last Chance Question”

Segment 20 – Overcoming Specific Objections – Part 1
“Too much money”; “Inspections”; “Do it myself”

Segment 21 – Overcoming Specific Objections – Part 2
“Service Contract covers it”; “Next time”; “Don’t have the money”

Segment 22 – Closing the Sale
“Assumptive Close”; Closing is a process

Segment 23 – Completing the Write-up
Why the write-up is so important

Segment 24 – Pro-active Communications
How & why you should be pro-active in your communications with customers

Segment 25 – The Active Delivery – Part 1
Importance of a good delivery

Segment 26 – The Active Delivery – Part 2
Reselling the service/repair

Segment 27 – The Active Delivery – Part 3
Specific elements

Segment 28 – The Follow-up – Part 1
Excellence in service

Segment 29 – The Follow-up – Part 2
How to perform a professional follow-up

Segment 1 – Improving Your Closing Ratio
Simple, foolproof method

Segment 2 – Turning Phone Shoppers into Buyers, Pt 1
Huge opportunity for sales

Segment 3 – Turning Phone Shoppers into Buyers, Pt 2
8 steps to handle calls professionally

Segment 4 – Turning Phone Shoppers into Buyers, Pt 3
8 steps to handle calls professionally

Segment 5 – How to Upsell with Confidence & Integrity
Credibility is key

Segment 6 – Selling Diagnosis
Diagnosis is the path to the repair

Segment 7 – Selling Brake Services
Specifics you need to know

Segment 8 – Selling Inspections
Keeping RVs safe and reliable

Segment 9 – Selling Generator Service; Roof Inspections
Features and Benefits

Segment 10 – Closing Techniques, Pt 1
Trial closing

Segment 11 – Closing Techniques, Pt 2
Invitational; Directive; Either/Or

Segment 12 – Closing Techniques, Pt 3
Volley; Similar Situation; Buying Questions

Segment 13 – Closing Techniques, Pt 4
Convenience; Save; 1-10

Segment 14 – How Customer Fear Affects Your Performance
Eliminating the “Sales Death Spiral”

Segment 15 – How to Close the Rude or Skeptical Customer
Identifying and converting

Segment 16 – Words, Signs & Symbols That Create Negative Perceptions
Perception is crucial

Segment 17 – Be Careful of Words & Acronyms
A confused mind says “no”

Segment 18 – “I don’t have the money”
Excuse or legitimate?

Segment 19 – “My extended warranty is supposed to cover that”
Don’t shift the blame

Segment 20 – “It’s not in my owner’s manual”
Use power of written word

Segment 21 – “Will it void my warranty?”
No fear tactics

Segment 22 – “Just do the warranty work”
Use a flanking approach

Segment 23 – “I’m selling or trading soon”
Building value in resale

Segment 24 – Maintenance is Win-Win-Win
Maintenance benefits everyone

Segment 1 – Dealing with the Know-It-All Customer
Avoid lose-lose confrontations

Segment 2 – “What’s your labor rate?”
Why it comes up and how to handle

Segment 3 – Handling the Upset Customer, Our Fault
Succeeding in a difficult situation

Segment 4 – Male Customers vs. Female Customers
Important and sensitive topic

Segment 5 – Under-Promise and Over-Deliver, Pt 1
Exceed expectations in 4 critical areas

Segment 6 – Under-Promise and Over-Deliver, Pt 2
Appointment availability

Segment 7 – Upset Customer, Vehicle’s Fault, Pt 1
Become the hero

Segment 8 – Upset Customer, Vehicle’s Fault, Pt 2
Listen; show empathy

Segment 9 – Quality Control Pays, Pt 1
Reduce comebacks, inconvenience

Segment 10 – Quality Control Pays, Pt 2
Perception is reality

Segment 11 – Handling the Laundry List Customer
Make the customer a profitable one

Segment 12 – Requests Repair Out of Warranty
Turn request into additional customer pay

Segment 13 – Ensure Customers are Satisfied, Pt 1
Key elements necessary

Segment 14 – Ensure Customers are Satisfied, Pt 2
Communication and acceptance