Welcome to Clear Lake Welcome to Clear Lake NissanNissan

Recruiting & Sales Recruiting & Sales Training ProgramTraining Program

One at a time stand up and tell us your name and One at a time stand up and tell us your name and why you are here.why you are here.

Career Change :Go East, West, South or NorthCareer Change :Go East, West, South or NorthClimb the ladder of success a.s.a.p.!Climb the ladder of success a.s.a.p.!

People miss 100% of the shots they don’t take!People miss 100% of the shots they don’t take!What does it take to succeed in sales:What does it take to succeed in sales:

Desire, Communication, Work Ethic & IntegrityDesire, Communication, Work Ethic & IntegrityWho is the most important person here today?Who is the most important person here today?

The word of the week is great! The word of the week is great! I am here to help you succeed.I am here to help you succeed.

One thing we do not tolerate is negativity. One thing we do not tolerate is negativity. We are looking for positive, hardworking, career We are looking for positive, hardworking, career

minded people.minded people.The schedule for the day:The schedule for the day:

Why am I here teaching this class:Why am I here teaching this class:

Started out selling cars, worked my way up Started out selling cars, worked my way up the ladder and founded Advice, Inc. in the ladder and founded Advice, Inc. in

1999 to assist automobile dealers with the 1999 to assist automobile dealers with the recruitment and training of employees.recruitment and training of employees.

The dealerships history.The dealerships history.

The Automotive Industry The Automotive Industry America’s Largest IndustryAmerica’s Largest Industry

22,000 New Car Dealerships In The U.S. (46,000 Franchises)22,000 New Car Dealerships In The U.S. (46,000 Franchises)16.8 Million Sales Last Year – $9.6 Billion In Advertising16.8 Million Sales Last Year – $9.6 Billion In Advertising

36,000 Licensed Used Car Dealerships In The U.S.36,000 Licensed Used Car Dealerships In The U.S.42.6 Million Sales Last Year – $1.9 Billion In Advertising42.6 Million Sales Last Year – $1.9 Billion In Advertising

BIG 3BIG 3 – General Motors / Ford / Chrysler – General Motors / Ford / Chrysler $6.75 Billion In Advertising$6.75 Billion In Advertising

IMPORTSIMPORTS – Honda / Nissan / Toyota – Honda / Nissan / Toyota$4.65 Billion In Advertising$4.65 Billion In Advertising

$20,000,000,000 + is spent in auto advertising yearly!$20,000,000,000 + is spent in auto advertising yearly!

The average American is influenced by over 50,000 commercials per year and one third of all The average American is influenced by over 50,000 commercials per year and one third of all commercials are automotive related.commercials are automotive related.

The average American trades cars every 3.5 years and the average age of a vehicle on the The average American trades cars every 3.5 years and the average age of a vehicle on the road is 10.2 years. Every year we destroy over 14 million vehicles. One out of three road is 10.2 years. Every year we destroy over 14 million vehicles. One out of three

people of driving age bought a vehicle last year.people of driving age bought a vehicle last year.

One out of six people in the USA has a job in the auto industry. The auto industry is Americas One out of six people in the USA has a job in the auto industry. The auto industry is Americas largest industry. Dealership employees have long term security and the ability to earn a largest industry. Dealership employees have long term security and the ability to earn a

professional income. professional income.

CCustomer ustomer SSatisfaction atisfaction IIndexndex

100% 80% 60% 40% 0%

FailPass

Population SurveyPopulation Survey10,000 Americans Chosen10,000 Americans Chosen At RandomAt Random

(1948 – 1988 Age 25 – 65)(1948 – 1988 Age 25 – 65)

0

10

20

30

40

50

60

RichSuccessfulDeadStill WorkingBroke

1 – 100 Rich

4 – 100 Successful

5 – 100 Dead

36 – 100 Still Working

54 – 100 Flat Broke

(Less Than $500 In Assets After Liability)

People Program themselves to People Program themselves to succeed or fail!succeed or fail!

What you conceive and believe you will achieve! What you conceive and believe you will achieve! We have a conscious state and a subconscious state. We take in over 100,000 bits of We have a conscious state and a subconscious state. We take in over 100,000 bits of

information a second and the way we program that information will determine information a second and the way we program that information will determine our success or failure. our success or failure.

The average American hears the word “No” over 500,000 times in their lifetime. You The average American hears the word “No” over 500,000 times in their lifetime. You cannot let the word “No” stop us. cannot let the word “No” stop us.

People fail in sales because they cannot overcome their fear of rejection. Let no go in People fail in sales because they cannot overcome their fear of rejection. Let no go in one ear and out the other.one ear and out the other.

Most people do not get into big ticket sales because of their fear of rejection or their Most people do not get into big ticket sales because of their fear of rejection or their fear of the unknown.fear of the unknown.

Emotion effects peoples attitudes. People that are emotionally involved in their jobs Emotion effects peoples attitudes. People that are emotionally involved in their jobs are the ones that are successful. Many people are emotionless and just go thru are the ones that are successful. Many people are emotionless and just go thru the motions at work.the motions at work.

The definition of insanity is doing the same thing over and over and expecting The definition of insanity is doing the same thing over and over and expecting different results. The majority of people in the automobile industry earn about different results. The majority of people in the automobile industry earn about the same thing over and over, year after year. the same thing over and over, year after year.

Time is your most valuable resource, if you maximize your time you will maximize Time is your most valuable resource, if you maximize your time you will maximize your pay check. The average car salesperson waste 80% of the day. The top your pay check. The average car salesperson waste 80% of the day. The top salespeople work 80% of the day.salespeople work 80% of the day.

Subliminal PsychologySubliminal Psychology

Sub – BelowSub – Below Lliminal – Threshold of consciousnessLliminal – Threshold of consciousness As you talk to people focus on their right eye for As you talk to people focus on their right eye for

a few seconds at a time and then go back to a few seconds at a time and then go back to both eyes. If you think that people are lying then both eyes. If you think that people are lying then stay on their right eye. This shows the stay on their right eye. This shows the customers that you are paying attention to them customers that you are paying attention to them and they will reciprocate and pay attention to and they will reciprocate and pay attention to what you have to say. It is almost impossible for what you have to say. It is almost impossible for people to be dishonest when you focus on one people to be dishonest when you focus on one eye. eye.

NADA SurveyNADA Survey 78% if people who shop for a vehicle buy one.78% if people who shop for a vehicle buy one. 20% is the average closing ratio for 120% is the average closing ratio for 1stst time shoppers. time shoppers. 67% is the average closing ratio for be-backs.67% is the average closing ratio for be-backs. 99% of people want to drive before they buy.99% of people want to drive before they buy. 85% of people decided to buy before they left home.85% of people decided to buy before they left home. 72% told their salesperson they were just looking.72% told their salesperson they were just looking. 85% said salesperson did not control the sale.85% said salesperson did not control the sale. 88% said salesperson did a lousy job of demonstrating the vehicle.88% said salesperson did a lousy job of demonstrating the vehicle. 52% bought on the spot when they received a good demonstration and they 52% bought on the spot when they received a good demonstration and they

drove the vehicle.drove the vehicle. 38% bought four hours after leaving the first dealership.38% bought four hours after leaving the first dealership. 57% bought within three days after leaving the first dealership.57% bought within three days after leaving the first dealership. 72% bought within a week after visiting the first dealership.72% bought within a week after visiting the first dealership. 90% of the people said they were never contacted after they left the dealership.90% of the people said they were never contacted after they left the dealership. 82% of the people that bought a vehicle cannot remember their salespersons 82% of the people that bought a vehicle cannot remember their salespersons

name a year later.name a year later. 95% of the people that bought said they are going to be in the market again in 95% of the people that bought said they are going to be in the market again in

the future.the future.

The Advice Sales SystemThe Advice Sales System How to maximize sales, profits and customer satisfaction.How to maximize sales, profits and customer satisfaction.

1.1. AppearanceAppearance2.2. Body LanguageBody Language3.3. Formula for Sales PowerFormula for Sales Power4.4. Goal Setting & Business PlanGoal Setting & Business Plan5.5. Meet & Greet – ApproachMeet & Greet – Approach6.6. Qualify – InterviewQualify – Interview7.7. SelectionSelection8.8. Feature & Benefit PresentationFeature & Benefit Presentation9.9. Demonstration DriveDemonstration Drive10.10. Trade EvaluationTrade Evaluation11.11. Service & Parts TourService & Parts Tour12.12. Negotiation & CloseNegotiation & Close13.13. LeasingLeasing14.14. DeliveryDelivery15.15. Follow – UpFollow – Up16.16. Buyer ProfilesBuyer Profiles17.17. Phone – UpsPhone – Ups18.18. ProspectingProspecting19.19. Time Management Time Management

How to follow the steps to a sale. How to follow the steps to a sale. Develop rapport and dialogue and avoid tricks and manipulation.Develop rapport and dialogue and avoid tricks and manipulation. Identify wants & needs and overcome your fear of rejection.Identify wants & needs and overcome your fear of rejection. Put yourself in the role of an advisor and guide people through the sales process.Put yourself in the role of an advisor and guide people through the sales process. Understand that price is usually not the reason people do not buy.Understand that price is usually not the reason people do not buy. You take control by asking questions.You take control by asking questions. Increase your mental paradigm and earn the income you desire.Increase your mental paradigm and earn the income you desire.

Winners & LosersWinners & Losers

What distinguishes the winners form the What distinguishes the winners form the losers?losers?

1.1. Successful salespeople come in all sizes Successful salespeople come in all sizes and shapes. Men, women, young, old, and shapes. Men, women, young, old, etc. Some are social and others are etc. Some are social and others are quiet and shy. quiet and shy.

2.2. Every successful salesperson has one Every successful salesperson has one common trait: a strong desire to common trait: a strong desire to succeed. As you increase your desire succeed. As you increase your desire you increase your performance.you increase your performance.

Formula for Sales PowerFormula for Sales Power Product Knowledge + Sales Knowledge + Product Knowledge + Sales Knowledge +

Persuasive Ability x Desire = Sales PowerPersuasive Ability x Desire = Sales Power1.1. Product Knowledge = How well you know and Product Knowledge = How well you know and

understand your product or service. The technical understand your product or service. The technical information you must know in order to information you must know in order to demonstrate what you are selling.demonstrate what you are selling.

2.2. Sales Knowledge = Comes from experience, Sales Knowledge = Comes from experience, knowing what to say and how to say it. Sales knowing what to say and how to say it. Sales experience does not guarantee sales knowledge.experience does not guarantee sales knowledge.

3.3. Persuasion = Skill or finesse in which you are able Persuasion = Skill or finesse in which you are able to develop dialogue and rapport with people. to develop dialogue and rapport with people. Interaction, asking questions, seeking opinions, Interaction, asking questions, seeking opinions, actively listening, making comments, and having actively listening, making comments, and having empathy. By listening you are able to increase empathy. By listening you are able to increase your ability to influence people.your ability to influence people.

4.4. Desire to succeed = By increasing your will to sell, Desire to succeed = By increasing your will to sell, your performance will automatically increase.your performance will automatically increase.

Goals & Business PlanGoals & Business Plan You have to know where you are going and You have to know where you are going and

how you are going to get there.how you are going to get there. Work on your business plan: Set a realistic Work on your business plan: Set a realistic

goal and write a plan to achieve your goal.goal and write a plan to achieve your goal.1.1. Yearly GoalYearly Goal2.2. Monthly GoalMonthly Goal3.3. Daily GoalDaily Goal How many vehicles do you need to sell to How many vehicles do you need to sell to

hit your goal. How many people do you hit your goal. How many people do you need to talk to, how many phone calls do need to talk to, how many phone calls do you need to make, direct mail, etc. you need to make, direct mail, etc.

Goals & Plans ContinuedGoals & Plans Continued

Reward yourself if you hit your goal.Reward yourself if you hit your goal. Soar with eagles, if you lay with dogs you will get fleas.Soar with eagles, if you lay with dogs you will get fleas. Believe in yourself, your product and your company.Believe in yourself, your product and your company. Use your time effectively.Use your time effectively. Plan your daily actions.Plan your daily actions. Make eye contact and ask people to buy.Make eye contact and ask people to buy. Overcome your fear of rejection.Overcome your fear of rejection. If you lack inner drive or motivation, you will fail. If you lack inner drive or motivation, you will fail.

Your energy, enthusiasm, hunger for knowledge, Your energy, enthusiasm, hunger for knowledge, ambition, perseverance, time-consciousness, and choice ambition, perseverance, time-consciousness, and choice of activities all reflect you desire to succeed.of activities all reflect you desire to succeed.

AppearanceAppearance

1.1. To come into view.To come into view.2.2. To look or seem to be.To look or seem to be.3.3. To be presented or published.To be presented or published.4.4. To present yourself before a court.To present yourself before a court.

In consultative, advisory selling, your appearance In consultative, advisory selling, your appearance establishes you as a professional. People decide establishes you as a professional. People decide immediately if they want to do business with you immediately if they want to do business with you or not. So the way to look to others is important.or not. So the way to look to others is important.

Your hair, shoes, clothes, pen, and jewelry, reflect Your hair, shoes, clothes, pen, and jewelry, reflect who you are. If you do not take care of yourself, who you are. If you do not take care of yourself, others will perceive you to be careless and lacking others will perceive you to be careless and lacking self discipline.self discipline.

Body LanguageBody Language Your body language, posture, enthusiasm, and appearance have a Your body language, posture, enthusiasm, and appearance have a

great impact on your ability to communicate and persuade others.great impact on your ability to communicate and persuade others. When standing, place your arms behind your back, keep your feet When standing, place your arms behind your back, keep your feet

apart, lean forward and stand still. apart, lean forward and stand still. Don’t cross your arms or legs, whether you are standing or sitting, Don’t cross your arms or legs, whether you are standing or sitting,

as this closes up conversation.as this closes up conversation. Don’t put your hands in your pockets, this shows you are trying to Don’t put your hands in your pockets, this shows you are trying to

protect your money.protect your money. Smile and be enthusiastic. Make the customer feel important.Smile and be enthusiastic. Make the customer feel important. Focus on their right eye for a few seconds at a time so they know Focus on their right eye for a few seconds at a time so they know

you are paying attention to them.you are paying attention to them. Be calm, matter of fact. If you are calm the customer will be calm. Be calm, matter of fact. If you are calm the customer will be calm.

If you are nervous, then your customer will be nervous. If you are nervous, then your customer will be nervous. If you ask someone to buy and their arms and legs are crossed If you ask someone to buy and their arms and legs are crossed

they are going to say “no”. They are in a defensive mode, so they are going to say “no”. They are in a defensive mode, so make them relax and then go for the sale.make them relax and then go for the sale.

Meet & GreetMeet & Greet Never ask “Can I help you?”Never ask “Can I help you?” Never say “How are you doing?”Never say “How are you doing?” Never invade your customers space.Never invade your customers space. Never call a customer by their last name until they Never call a customer by their last name until they

have given you permission.have given you permission. Never say “Are you ready to buy a car today?”Never say “Are you ready to buy a car today?” Don’t try to impress your customers with your Don’t try to impress your customers with your

heroics. heroics. Be calm and your customers will be calm.Be calm and your customers will be calm. Watch your customers body as it will tell you what Watch your customers body as it will tell you what

they are thinking.they are thinking. Make positive comments like, “I understand how you Make positive comments like, “I understand how you

feel”, “Yes, I agree”, and “Many others have felt the feel”, “Yes, I agree”, and “Many others have felt the same way.”same way.”

GreetingGreeting1)1) Hi Hi ( Small Talk)( Small Talk)

2)2) Welcome to Welcome to Clear Lake Nissan.Clear Lake Nissan.3)3) My Name Is ____________.My Name Is ____________.4)4) Here Is My Business Card.Here Is My Business Card.5)5) Your Name ?Your Name ?6)6) Do You Mind If I write That Down ?Do You Mind If I write That Down ?7)7) Are You Familiar With Our Products?Are You Familiar With Our Products?8)8) Great ! Follow Me And I Will Help Save You Great ! Follow Me And I Will Help Save You

Some Time.Some Time. When you approach your customers you When you approach your customers you

want to break the ice and make them feel want to break the ice and make them feel comfortable.comfortable.

Interview & QualifyInterview & Qualify1.1. Product:Product: Are you familiar with our products?Are you familiar with our products? What Type Of Vehicle Are You Looking For What Type Of Vehicle Are You Looking For

(Car, Truck, Van, SUV)(Car, Truck, Van, SUV) What Model? What Model? What Features Are You Looking For ?What Features Are You Looking For ? How many miles do you drive per year?How many miles do you drive per year? How often do you trade vehicles?How often do you trade vehicles? What Are You Planning To Use The Vehicle What Are You Planning To Use The Vehicle

For?For? Colors - Lighter Or Darker? 1Colors - Lighter Or Darker? 1st, st, 22nd,nd, && 3 3rdrd

ChoiceChoice

2. 2. Personal:Personal: What Do You Do For A Living? How Long?What Do You Do For A Living? How Long? Where Do You Live? How Long? Where Do You Live? How Long? (Write Down Address / Home, Work & Cell phone numbers / E-(Write Down Address / Home, Work & Cell phone numbers / E-

mail Address)mail Address) Are You Married Or Single ? Anyone else being to be Are You Married Or Single ? Anyone else being to be

involved in this decision?involved in this decision? Any Children? How Many? Ages?Any Children? How Many? Ages? What Are Your Hobbies?What Are Your Hobbies? How did you want to pay for you vehicle, Cash / How did you want to pay for you vehicle, Cash /

Financing / or Lease?Financing / or Lease? What payment range are you looking for?What payment range are you looking for? How much of an initial investment were you planning How much of an initial investment were you planning

to put towards your new purchase?to put towards your new purchase? On a scale of 1 to 10, with 10 being the highest and On a scale of 1 to 10, with 10 being the highest and

one being the lowest how would you rate your one being the lowest how would you rate your credit?credit?

3. Trade-In3. Trade-In Were you thinking of trading in a vehicle ?Were you thinking of trading in a vehicle ? What did you like or dislike about that What did you like or dislike about that

vehicle?vehicle? Where did you buy it?Where did you buy it? Where did you have it serviced?Where did you have it serviced? Was it new or used when you purchased it?Was it new or used when you purchased it? How long have you owned your vehicle?How long have you owned your vehicle? Is your vehicle still under the manufactures Is your vehicle still under the manufactures

warranty? (Standard 36/36)warranty? (Standard 36/36) Does your vehicle have an extended Does your vehicle have an extended

warranty?warranty? Is your vehicle financed, leased or paid for?Is your vehicle financed, leased or paid for? Who holds the title to your vehicle?Who holds the title to your vehicle? How much are your payments? How many How much are your payments? How many

payments are left? Do you know your exact payments are left? Do you know your exact payoff?payoff?

Ask Questions!Ask Questions!1.1. Open Ended Questions calls for an explanation, Open Ended Questions calls for an explanation,

include the words: who, what, where, when, why and include the words: who, what, where, when, why and how. People will not respond with a “yes or no” when how. People will not respond with a “yes or no” when you ask an open ended question.you ask an open ended question.

2.2. Reflective Questions help customers to see things from Reflective Questions help customers to see things from a different view. Here is an example: “After all value is a different view. Here is an example: “After all value is measured by more than price. Don’t you agree?”measured by more than price. Don’t you agree?”

3.3. A Closed Ended Questions will get a “yes or no”, A Closed Ended Questions will get a “yes or no”, rather than an explanation. Example: “Can I help rather than an explanation. Example: “Can I help you?” Stat away from these types of questions.you?” Stat away from these types of questions.

4.4. Directive Questions causes your clients to channel Directive Questions causes your clients to channel their thoughts in a particular direction. Example: their thoughts in a particular direction. Example: “What are the most important features that you are “What are the most important features that you are looking for in a car?”looking for in a car?”

Listen, prescribe and paraphrase what the customer Listen, prescribe and paraphrase what the customer told you.told you.

DemonstrationService, Enjoyment & Benefits divided by Price = VALUE

• In order to build value you must mention a feature and state the benefit. • State the benefit by saying: “What this does for you.” “What this means to you.” “Therefore”, or

just state the benefit • Your customer will not perceive the vehicle is worth the price you ask, if you don’t point out the

features and benefits.1. Make a copy of your customers drivers license2. Pull the vehicle out of stock3. Pop the hood and trunk and unlock the doors.4. Start by reading the window sticker to your customer, engine, transmission, suspension, interior

features, exterior features, safety features, etc. 5. Have your customer sit inside and point out the interior features and benefits.6. Take your customer to the front and show them the features and benefits under the hood.7. Walk them around to the back of the vehicle and show them the features and benefits on the

exterior, chassis, muffler, suspension, etc.8. Show your customer the trunk, rear cargo area, or bed of a truck. Point out how the trunk, bed or

rear cargo area is trimmed out. Explain how the seats fold down, etc. Show your customer where the spare tire and jack are located.

9. Then say “Let’s take it for a drive.” It is best that you drive off the lot and then pull over in a nice area and let them drive. It is ideal to take all right hand turns on a test drive.

10. Let the vehicle sell itself. Ask them if they would like to listen to the radio, any particular station or type of music that they prefer.

11. On the way back to the dealership ask some trial closing questions;– “This is a nice car isn’t it?’ “Right color.” “So if it fit your budget you would take this car home

today, right?”– If the customer says “No” ask WHY and the customer will tell you why they cannot take the

vehicle home today. Then say “Other than that is there anything else keeping you from driving this car home today?”

People buy vehicles because of pride, profit, pleasure and peace of mind.

28

3828

Fuel Economy

Smog Index

2007 Chevrolet Cobals

HighwayCity

Driver Front

Passenger Front

Driver Side

Passenger Side

Rollover

Parts And AssemblyEngine – Germany

Transmission – Mexico

Point Of Assembly – Detroit, Michigan

70% US – 10% Mexico – 10% Germany

$17,674.86

$19,320.86

Factory Amenities

Wheel Locks - $212

Cargo Netting - $122

Splash Guards – $312

Destination - $625

Tank Of Fuel – No Charge

Interior Exterior

SafetyEngine

Performance

__________________________________________________

______

________________________________________

____

__________________________________________________

____

_______________________________________________________

_

Trade EvaluationTrade Evaluation1.1. If your customer wants to trade in their vehicle, just say, you are planning on If your customer wants to trade in their vehicle, just say, you are planning on

trading your vehicle, right? Then please go pop your hood and trunk and trading your vehicle, right? Then please go pop your hood and trunk and start your engine and I will be right back.start your engine and I will be right back.

2.2. Go inside and get your trade appraisal form and go around their vehicle with Go inside and get your trade appraisal form and go around their vehicle with them so they cannot misrepresent the condition of their vehicle. them so they cannot misrepresent the condition of their vehicle.

3.3. As you walk around their trade getting the information touch, look As you walk around their trade getting the information touch, look and feel the imperfections on their vehicle. This will get their and feel the imperfections on their vehicle. This will get their perceived value of their vehicle down to reality. perceived value of their vehicle down to reality.

4.4. After you get the information off their vehicle after you have walked After you get the information off their vehicle after you have walked around the outside and gone over the inside say, “Hop in let’s take it around the outside and gone over the inside say, “Hop in let’s take it for a ride around the block so I can tell the appraiser how it drives.” for a ride around the block so I can tell the appraiser how it drives.” This is the only way to get the customers perceived value down to This is the only way to get the customers perceived value down to reality.reality.

ACVACV – ( – ( Actual Cash ValueActual Cash Value ) – ) – The value the vehicle will sell for The value the vehicle will sell for wholesale at a local or regional auto auction, or what a wholesaler wholesale at a local or regional auto auction, or what a wholesaler will pay for that vehicle.will pay for that vehicle.

Trade Evaluation continuedTrade Evaluation continued

Things that your customer will bring up:Things that your customer will bring up:““I looked in the book and it said my car is worth $10,000.”I looked in the book and it said my car is worth $10,000.”““I saw one like mine advertised for $10,000.”I saw one like mine advertised for $10,000.”““I know you can sell mine for at least $10,000.”I know you can sell mine for at least $10,000.”DO NOT :DO NOT :

1)1) Estimate The Valve Of A Trade, Customer will ask “What do you Estimate The Valve Of A Trade, Customer will ask “What do you think my car is worth.” You truly do not know what their vehicle is think my car is worth.” You truly do not know what their vehicle is worth and if you give them a figure you will fail. Just say I do not worth and if you give them a figure you will fail. Just say I do not know, we have an appraiser and he will look at the auction report or know, we have an appraiser and he will look at the auction report or a book to estimate the value of your vehicle.” a book to estimate the value of your vehicle.”

2)2) They may continue to pressure you on the value of their trade, if so They may continue to pressure you on the value of their trade, if so just say, “What do you think you car is worth?” This puts the just say, “What do you think you car is worth?” This puts the pressure back on them and takes it off you.pressure back on them and takes it off you.

3)3) Make Negative Statements About Trade – Never say “What a piece Make Negative Statements About Trade – Never say “What a piece of junk, I can see why you want to trade this car in.”of junk, I can see why you want to trade this car in.”

4)4) Trash Vehicle Brands – Never say “This brand is pure junk, I can see Trash Vehicle Brands – Never say “This brand is pure junk, I can see why you want to trade this car in.” why you want to trade this car in.”

Get The Basic Information From The TradeGet The Basic Information From The Trade

1)1) VIN NumberVIN Number

2)2) License Plate NumberLicense Plate Number

3)3) Registration NumberRegistration Number

4)4) Inspection Expiration and NumberInspection Expiration and Number

5)5) MileageMileage

6)6) Make / ModelMake / Model

7)7) ColorColor

Questions On The TradeQuestions On The Trade1)1) Has Your Vehicle Ever Been In A Wreck, Has Your Vehicle Ever Been In A Wreck,

If So, How Much Did It Cost To Repair ?If So, How Much Did It Cost To Repair ?

2)2) Does Salvage Or Reconditioned Show Does Salvage Or Reconditioned Show Anywhere On Your Title ?Anywhere On Your Title ?

3)3) Has Your Emission Control System Ever Has Your Emission Control System Ever Been Altered Or Tampered With ?Been Altered Or Tampered With ?

4)4) Is This Your Actual / Unknown / Over Is This Your Actual / Unknown / Over 100,000 Miles ?100,000 Miles ?

5)5) Do You Plan To Remove Any Equipment Do You Plan To Remove Any Equipment From Your Trade ?From Your Trade ?

Service & Parts TourService & Parts Tour1) Walk Each Customer To The Parts And Service

Department.

2) Go Over Hours Of Operation, And Assure The Customer They Will Receive The Highest Quality Parts And Labor While Having Their Vehicle Serviced At Your Dealership.

3) Remind Each Customer That You And The Dealership Will Be There For Them In The Future And That The Transaction Does Not End At Delivery. It Is Your Job To Ensure That They Are 100 % Completely Satisfied with Their Vehicle For As Long As They it.

4) Let Your Customer Know That If They Ever Have Any Trouble With The Parts or Service Departments to Contact You And You Will See That They Are Taken Care of.

NONO Does Not =Does Not = NO NO = Not Yet= Not Yet

Feel Felt Found FormulaFeel Felt Found FormulaHow to overcome objections.How to overcome objections.

I Understand How You I Understand How You FeelFeel. Others Have . Others Have FeltFelt The Same Way, The Same Way,

However When They However When They FoundFound _____________ . (Then explain what _____________ . (Then explain what they found.) they found.)

Help Me To Help YouHelp Me To Help YouLets Work TogetherLets Work Together

This Is A Win – Win Situation.This Is A Win – Win Situation.

The word “No” is a defense mechanism that people use because they The word “No” is a defense mechanism that people use because they are scared. There is a phenomenon that happens when people are scared. There is a phenomenon that happens when people buy a vehicle, it is called fear. Customer are going to be spending buy a vehicle, it is called fear. Customer are going to be spending a lot of money, making a change in their life and is the right a lot of money, making a change in their life and is the right vehicle, salesperson and dealership. So do not let the word “No” vehicle, salesperson and dealership. So do not let the word “No” stop you. Many times they just need more information or need to stop you. Many times they just need more information or need to be reassured that they are making the right decision.be reassured that they are making the right decision.

Negotiation And ClosingNegotiation And Closing

1) How Do You Wish To Title Your New Purchase ? 1) How Do You Wish To Title Your New Purchase ? 2) How Much Of An Initial Cash Investment Were You 2) How Much Of An Initial Cash Investment Were You

Thinking On Putting Towards Your Purchase Today? You Thinking On Putting Towards Your Purchase Today? You Know, Banks Like To See People Put Down About 20% Know, Banks Like To See People Put Down About 20% Plus Tax, Title, And License. Is That What You Were Plus Tax, Title, And License. Is That What You Were Thinking? Thinking?

3) What Payment Range Were You Thinking Of Again? 3) What Payment Range Were You Thinking Of Again? (Raise Hands In An Upward Motion) “(Raise Hands In An Upward Motion) “Up To”, “No More Up To”, “No More Than”, and If You Had To, what is the most you could Than”, and If You Had To, what is the most you could pay?”pay?”

4) You will need a customers name, address, home, work & 4) You will need a customers name, address, home, work & cell phone numbers, e-mail address, social security cell phone numbers, e-mail address, social security number, date of birth and a signed commitment before number, date of birth and a signed commitment before you go into the sales managers office.you go into the sales managers office.

• The definition of negotiation is give and take. The definition of negotiation is give and take. Customers want to feel like they got a good deal, this is Customers want to feel like they got a good deal, this is why people like to negotiate on big ticket items.why people like to negotiate on big ticket items.

Lower Monthly PaymentLower Monthly Payment

Lower Interest RateLower Interest Rate

Finance For A Shorter TermFinance For A Shorter Term

Build Equity FasterBuild Equity Faster

Overcome Negative EquityOvercome Negative Equity

Asset V.S. Liability Asset V.S. Liability

New Car Deal #1New Car Deal #1MSRP:MSRP: $26,347.68 $26,347.68 (No Negotiation On Price)(No Negotiation On Price)

Trade:Trade: ACV - $3,200 ACV - $3,200 (Customer Wants $4,900)(Customer Wants $4,900)

Cash:Cash: Customer Has $2,000 Down Customer Has $2,000 Down

Payment:Payment: Customer Wants To Be Near $325 Customer Wants To Be Near $325

Credit Score:Credit Score: 635 Average Credit 635 Average Credit

Trade

Cash Down

MSRP

Payment

$26,347.68 + TTL$26,347.68 + TTL

MSRP

$2,150$2,150

Trade

Cash Down Payment

$26,347.68 + TTL$26,347.68 + TTL

MSRP

$5,000$5,000

Trade

Cash Down Payment

$26,347.68 + TTL$26,347.68 + TTL $2,150$2,150

MSRP

$5,000$5,000

Trade

Cash Down Payment

$26,347.68 + TTL$26,347.68 + TTL

$782.67 X 36 @ $782.67 X 36 @ 2.9%2.9%

Financing TermsFinancing Terms

12/24/36/48/60/7212/24/36/48/60/72

$2,150$2,150

Presentation of the NumbersPresentation of the Numbers For our car, with your trade, and we are For our car, with your trade, and we are paying your vehicle off, including tax, title paying your vehicle off, including tax, title

and license, with this much cash down,and license, with this much cash down,

your payments will be. your payments will be.

(Be Confident During Numbers Presentation, Remember Your Body Language And Eye

Contact)

If the customer objects to the figures, say “If you won’t do this, what will you do. Help me to help

you. Let’s work together.”

MSRP

$5,000$5,000

Trade

Cash Down Payment

$26,347.68 + TTL$26,347.68 + TTL

$350$350

$2,150$2,150

$4,500$4,500

$2,500$2,500

$782.67 X 36$782.67 X 36

$350$350

MSRP

$5,000$5,000

Trade

Cash Down Payment

$26,347.68 + TTL$26,347.68 + TTL

$534.21 X 60 @ $534.21 X 60 @ 5.9%5.9%

$2,150$2,150

$4,500$4,500

$2,850$2,850

$2,500$2,500

$782.67 X 36$782.67 X 36

$350$350

MSRP

$5,000$5,000

Trade

Cash Down Payment

$26,347.68 + TTL$26,347.68 + TTL

$534.21 X 60$534.21 X 60

$400$400

$2,150$2,150

$4,500$4,500

$2,850$2,850

$3,000$3,000

$2,500$2,500

$782.67 X 36$782.67 X 36

$350$350

MSRP

$5,000$5,000

Trade

Cash Down Payment

$26,347.68 + TTL$26,347.68 + TTL

$534.21 X 60$534.21 X 60

$400$400

$426.47 X 72 @ $426.47 X 72 @ 12.9%12.9%

$2,150$2,150

$4,500$4,500

$2,850$2,850

$3,000$3,000

$2,500$2,500

$782.67 X 36$782.67 X 36

MSRP Trade

Cash Down Payment

$26,347.68 + TTL$26,347.68 + TTL

Tax – 6.25%Tax – 6.25%

Title - $100Title - $100

Lic. - $58Lic. - $58

$28,162.29 - Total$28,162.29 - Total

$426.47 X 72 $426.47 X 72

To Borrow $22,662.29 To Borrow $22,662.29 For 6 Years At 12.9% For 6 Years At 12.9%

(Average to High Interest (Average to High Interest Rate)Rate)

$426.47 Monthly $426.47 Monthly Payment RequiredPayment Required

$3,000 – ACV $3,000 – ACV $3,200$3,200

+ $200 Gross Profit+ $200 Gross Profit

$2,500$2,500

With Trade Total Of With Trade Total Of

$5,500 Down$5,500 Down

LeasingQuestions Customers Have

1. I don’t understand leasing, how does it work? Main reason people lease is shorter term and lower payment.2. At the end of the lease you don’t have anything of value. This is because you make a much lower payment. Most

people don’t own the vehicle they are driving now, as they are still making payments.3. How does the mileage work? The more miles you drive the higher the payment will be. 4. Is there a penalty if you exceed the mileage? Yes, normally 25 to 25 cents depending on the lease company.5. I don’t know how many miles I drive per year. Look at the car they are driving now and it will tell you.

ADVANTAGES• Closed Ended Contract – Leasing Company Guarantees the Residual Value Of The Vehicle No Matter What

Happens To The Market Value.MSRP: $30,000 + TTLLease Of 3 Years At 15,000 Miles Per Year (45,000 Total)Residual Value = 50%Vehicle Price Is Now $15,000 + TTL Stretched Over 36 Months.

• You Can Save A Customer 20% To 35% On Monthly Payments In A Lease VS. Purchase. • Your protected from depreciation due to a hail storm, wreck, etc., as long as you get your vehicle fixed.• Your protected from having negative equity in your vehicle as the end of the term.• Leasing is the best way to tie up as little money as possible in a depreciating asset. • The average payment on a new vehicle last year was $483 per month for 62 months. • The average American drives 15,000 miles per year and trades every 42 months.• Protected from high maintenance cost as the vehicle is under warranty, normally 36/36.

*The shorter the payment term the more customers return to the dealership to buy or lease again in the future. OPTIONS AT END OF TERM

1. Turn In2. Trade In3. Buy

Lease Penalties• Penalty For Exceeding The Contracted Mileage Will Result In A Penalty For

Breaking The Lease Contract And A Penalty Of $.15 to $.35 Per Mile.• Customer is penalized if vehicle is returned with abnormal wear and tear.• Dents larger than 1.5” in diameter must be repaired. Windshield cracks,

stars, etc., must not be larger than a dime. Tires must have at least 1/8” of tread at lowest point. Interior must be clean and in good working order. Regular maintenance must be performed, such as oil changes, windshield wipers, etc. Scratches that are more than 3” in length and you can catch your fingernail on it, needs to be repaired. Paint that is stained or damaged must be repaired.

• The lease company will estimate the excess damage and the customer will be sent a bill to cover the repair costs. There is no penalty for excess wear and tear or high mileage if the customer trades the vehicle in.

• There is only a penalty if the customer turns the car into the lease company.

Take Information To Your Sales Manager. The Manger Will

Check Information For Accuracy And Give You A Deal Folder And A Credit Application To Take Back To The Customer.

Fill Out A Credit Application For Your Customer Offer Your Customer A Refreshment Then Take The Folder

To Your Assigned F&I Officer For Loan Processing. Do Not Bring Customer With You Until F&I Setup Has Been Completed.

Finance And InsuranceFinance And Insurance1)1) Auto BuyAuto Buy – Good Credit And/Or Large Amount Of Cash – Good Credit And/Or Large Amount Of Cash

Down Will Encourage Banks To Pick Up The Loan And Down Will Encourage Banks To Pick Up The Loan And Reward You With A Good Interest Rate. Banks Will Often Reward You With A Good Interest Rate. Banks Will Often Compete Over Loans With Good Credit Scores And/Or Compete Over Loans With Good Credit Scores And/Or Large Sums Of Cash Down By Offering Lower And More Large Sums Of Cash Down By Offering Lower And More Competitive Interest Rates.Competitive Interest Rates.

2)2) Auto DenyAuto Deny – Bad Credit / Too Much Negative Equity / – Bad Credit / Too Much Negative Equity / Instability At Employment Or Residency / Insufficient Instability At Employment Or Residency / Insufficient Amount Of Cash Down. Negative Income To Debt Ratio.Amount Of Cash Down. Negative Income To Debt Ratio.

3)3) Conditional BuyConditional Buy – Bank Qualifies the Loan: Higher – Bank Qualifies the Loan: Higher Interest Rate, More Cash Down, Less Vehicle or Lower Interest Rate, More Cash Down, Less Vehicle or Lower Amount to Finance/ Shorter Term/ Proof Of Income / Proof Amount to Finance/ Shorter Term/ Proof Of Income / Proof Of Residency / Income Tax Returns / Phone Bills / Utility Of Residency / Income Tax Returns / Phone Bills / Utility Bills / Names, Addresses, & Phone Numbers Of 7 Non-Bills / Names, Addresses, & Phone Numbers Of 7 Non-Family References / Paycheck Stubs ect.Family References / Paycheck Stubs ect.

Finance & Insurance = Gross Profit On The Finance & Insurance = Gross Profit On The Back EndBack End

Extended Service PoliciesExtended Service Policies

GAP InsuranceGAP Insurance

Disability InsuranceDisability Insurance

Death InsuranceDeath Insurance

Paint & Fabric SealantPaint & Fabric Sealant

Roadside Assistance PolicysRoadside Assistance Policys

EPPEPP

Once F&I Is Ready For Your Customer, Once F&I Is Ready For Your Customer, They Will Call You To Bring In Your They Will Call You To Bring In Your

CustomerCustomer..

While Your Customer Is In F&I You Must Do The While Your Customer Is In F&I You Must Do The Following:Following:

1)1) Retrieve All Sets Of Keys To Customers VehicleRetrieve All Sets Of Keys To Customers Vehicle2)2) Get Owners Manual – Place Your & Service Get Owners Manual – Place Your & Service

Advisors Business Card In Owners Manual.Advisors Business Card In Owners Manual.3)3) If It Is A New Car – Fill Tank With Gas If It Is A New Car – Fill Tank With Gas 4)4) Take Car To Make – Ready For PDITake Car To Make – Ready For PDI5)5) Attach Temporary License Plate To Vehicle ProperlyAttach Temporary License Plate To Vehicle Properly6)6) Prepare For Vehicle Delivery And CSI PresentationPrepare For Vehicle Delivery And CSI Presentation

Once The Car Is Ready Stand By The F&I Office And Once The Car Is Ready Stand By The F&I Office And Wait For Your Customer To Come Out. Wait For Your Customer To Come Out.

““Congratulations, Lets Go See Your New Vehicle”Congratulations, Lets Go See Your New Vehicle”

DeliveryDelivery Perform Another Demonstration On the Vehicle. This Time Perform Another Demonstration On the Vehicle. This Time

You will Be Covering The FollowingYou will Be Covering The Following::1)1) Fuse Box Locations Fuse Box Locations 2)2) Light & Seat FunctionsLight & Seat Functions3)3) Spare Tire / Jack / Tire IronSpare Tire / Jack / Tire Iron4)4) Ask To Assist Setting Radio Stations / Tuning XM Ask To Assist Setting Radio Stations / Tuning XM

Radio / Programming DVD Player / Programming Radio / Programming DVD Player / Programming Navigation System Navigation System

5)5) Help Custom Transport Any Personal Items Left In Help Custom Transport Any Personal Items Left In Their Trade-In To The New CarTheir Trade-In To The New Car

6)6) Remind Customer That In The Unlikely Event Remind Customer That In The Unlikely Event Something Goes Wrong With The Vehicle, The Service Something Goes Wrong With The Vehicle, The Service Advisor Is The One To Take It To.Advisor Is The One To Take It To.

CSI PresentationCSI PresentationRemove Customer From Vehicle To Insure That They Pay Attention To Remove Customer From Vehicle To Insure That They Pay Attention To

Your Presentation On Customer Satisfaction.Your Presentation On Customer Satisfaction.

1)1) Use Sample Of A Correctly Filled Out CSI Survey To Show Use Sample Of A Correctly Filled Out CSI Survey To Show Customer How It Should / Will Look. Inform Your Customer That Customer How It Should / Will Look. Inform Your Customer That The Only Box They Can Check On The Survey Is The 1The Only Box They Can Check On The Survey Is The 1stst One One Marked 100% Completely Satisfied. Marked 100% Completely Satisfied. All Other Boxes Are Failure.All Other Boxes Are Failure.

2)2) Explain To The Customer That This Survey Is Very Important To Explain To The Customer That This Survey Is Very Important To You Because It Not Only Determines How You Get Paid, But Also You Because It Not Only Determines How You Get Paid, But Also Your Future In The Car Business.Your Future In The Car Business.

3)3) Explain To Your Customer That Your Mission Is To Insure That Explain To Your Customer That Your Mission Is To Insure That They Are At All Times 100% Completely Satisfied With You, They Are At All Times 100% Completely Satisfied With You, Service Dept., And The Dealership.Service Dept., And The Dealership.

4)4) Ask The Customer One Final Time If There Is Anything About The Ask The Customer One Final Time If There Is Anything About The Product They Have Purchased, The Service They Have Product They Have Purchased, The Service They Have Received, Yourself, Or Any Portion Of Their Experience At Your Received, Yourself, Or Any Portion Of Their Experience At Your Dealership That They Are Not 100% Completely Satisfied With.Dealership That They Are Not 100% Completely Satisfied With.

5)5) Let the customer know that this is your personal report card so if Let the customer know that this is your personal report card so if they are upset with someone else, do not hold that against you.they are upset with someone else, do not hold that against you.

CCustomer ustomer SSatisfaction atisfaction IIndexndex

100% 80% 60% 40% 0%

FailPass

Follow UpFollow UpCall Back Floor Traffic Until They Buy or Tell You They Call Back Floor Traffic Until They Buy or Tell You They

Purchased Elsewhere!Purchased Elsewhere!

Send Everyone That Comes Into the Dealership a Hand Send Everyone That Comes Into the Dealership a Hand Written Thank You Card.Written Thank You Card.

Follow-Up Procedures on Customers that PurchaseFollow-Up Procedures on Customers that PurchaseCall One Day After Delivery Call One Day After Delivery Call Back Three Days LaterCall Back Three Days Later

Call One Month LaterCall One Month LaterCall Three Months LaterCall Three Months Later

*Call Once Per Year The Rest Of Your Career**Call Once Per Year The Rest Of Your Career*

Birthday Card / Phone Call (Spouse / Kids Birthdays)Birthday Card / Phone Call (Spouse / Kids Birthdays)

Vehicle Birthday / Phone CallVehicle Birthday / Phone Call

New Years Cards (Mail January 15New Years Cards (Mail January 15thth))

ProspectingProspecting

Referral ProgramReferral ProgramChurch Or Activity GroupsChurch Or Activity Groups

Newspapers & Internet Ads - Contact Sellers Newspapers & Internet Ads - Contact Sellers Run Liner Ads in the Paper & InternetRun Liner Ads in the Paper & Internet

Contact Friends And FamilyContact Friends And FamilyPut Your Business Card on Cars That are Five Put Your Business Card on Cars That are Five

Years & Older Similar to What You SellYears & Older Similar to What You SellPass Out Your Business Card To Everyone Pass Out Your Business Card To Everyone

Businesses in your CommunityBusinesses in your CommunityCredit Union & Banks – Auto Buyers ClubsCredit Union & Banks – Auto Buyers Clubs

Barber Shops, Body Shops, Drivers Ed Barber Shops, Body Shops, Drivers Ed Schools,Schools,

Orphan Owners Orphan Owners

Phone / Internet SalesPhone / Internet Sales Phone And Internet Ups Are Usually More Serious Phone And Internet Ups Are Usually More Serious Buyers Than Walk-Ups, 90% Of All Phone Ups Will Buy Buyers Than Walk-Ups, 90% Of All Phone Ups Will Buy A Vehicle But Less Than 3% Of Sales People Write A Vehicle But Less Than 3% Of Sales People Write Down Any Information ( Phone /Address / Email / Down Any Information ( Phone /Address / Email / Name )Name )

Get Customer InformationGet Customer InformationNever Use Car Slang Never Use Car Slang Never LieNever LieNever Assume The Availability Of A VehicleNever Assume The Availability Of A VehicleInterview & QualifyInterview & QualifyStay Off of PriceStay Off of PriceSet AppointmentSet AppointmentGive DirectionsGive Directions

Giving Price On The PhoneGiving Price On The Phone If You Give A Direct Price Over The Phone, The If You Give A Direct Price Over The Phone, The

Customer Will Call The Next Dealership And Try to Beat Customer Will Call The Next Dealership And Try to Beat Your Price. The Key Is To Get The Customer To The Your Price. The Key Is To Get The Customer To The Dealership For Face To Face Negotiations. In Order To Dealership For Face To Face Negotiations. In Order To Prevent The Customer From Shopping You, There Must Prevent The Customer From Shopping You, There Must Be A Price Range Rather Than Just A Bottom Line Price Be A Price Range Rather Than Just A Bottom Line Price if Possible.if Possible.

Average MSRP = $30,000Average MSRP = $30,000Fully Loaded With Every Option Possible = $42,560Fully Loaded With Every Option Possible = $42,560Striped Down Basic Model = $18,967Striped Down Basic Model = $18,967Or Say” the price on the model you are looking for Or Say” the price on the model you are looking for ranges from $18,967 to $30,000 depending on ranges from $18,967 to $30,000 depending on options”.options”.The Customer Will Not Be Able To Shop Such A Range The Customer Will Not Be Able To Shop Such A Range

Customer Profile

Social - 50%

Aggressive - 5%

Controlling - 25%

Logical - 20%

Increasing Your Income• What you conceive and believe you will achieve.1. Suggestion – Anything that comes into your mind and makes

an impact on you. This will be in the form of words, pictures or other sensory inputs.

2. Self-Suggestion – Consciously suggesting thoughts to yourself over time, you will eventually come to believe and accept them.

3. Auto Suggestion – This takes place when your subconscious accepts an idea or thought.

• This will help you change the way you think.• You must have the self discipline to maximize your time to

producing results.• Planning and discipline influence your ability to succeed.• All Advice and sales systems will fail if you do not have the

desire to motivate and manage yourself.• Work at work and reward yourself if you hit your goals.

Self Suggestions

1. “Time is my most valuable resource and I will maximize my time in order to maximize my income.”

2. “The more people I ask to buy the more I sell.”

3. “I soar with eagles by associating with successful people.”

4. “I am a professional person capable of earning a professional income.”

5. “I enjoy people and people enjoy me.”

Time Management

• Most salespeople in big ticket sales spend about 20% of their time producing results, and waste 80% of their time at work.

• Most salespeople confuse activity for productivity! They confuse busyness for business, for the following reasons:

• Fear causes reluctances to make sales calls.• Wasting time on unimportant details and

unqualified prospects creates loss of revenue.

• Lack of a game plan and poor organizational skills lead to failure.

Make the most of each day!

• To realize the value of a year ask a student that failed a grade.

• To realize the value of an hour ask the editor of a newspaper.

• To realize the value of a minute ask someone who missed a bus.

• To realize the value of a millisecond ask a person who just avoided a crash.

• Time is your most valuable resource.

Goals & Business PlanAverage Car Sales Person

$42,000 Per Year $ 3,500 Per Month Talks To 2 To 3 Ups Per Day

Monthly Average Of 50 Ups 20% Closing Ratio = 10 sales

50 Ups – 10 Sold = 40 ProspectsAbove Average Car Sales Person

40 Prospects All Contacted Within 72 Hours40% Come Back

16 Be Backs (Average Closing Ratio Of 67%)11+ More Sales Through Following Up

21+ More Sales For The Month