Module Descriptions

Business Development Series (8 Modules)
BD101 – Gathering Guest Information – How to improve the quantity and quality of information gathered from all touch points.
BD102 – Communication Skills for Today’s Customers – Focusing on phone skills: learn how to break down the barriers through effective communication principles.
BD103 – Incoming Phone-up Mastery – Learn how to master incoming sales call opportunities.
BD104 – Why FUFU? – Increase sales from unsold opportunities by asking the right questions and funneling down to the real objection.
BD105 – Objection Mastery I – Overcome the "I’m still shopping" and "I’m not ready" objections.
BD106 – Objections II – Stop haggling, giving away profit, or simply giving in on price. Begin all negotiations with solid commitments.
BD107 – Owner Base I – Learn the contact strategies that will enable you to build loyal relationships.
BD108 – Owner Base II – Learn how to build and leverage your "Book of Business."

Sales Path Series (10 Modules)
SP101 – Survival Skills & Automotive Basics – Learn dealership structure, industry history, and the 10 keys to survive and thrive every day.
SP102 – Establishing a Business Relationship (EBR) Meet & Greet – Learn how to establish a professional relationship for doing business now and into the future. Set all the right impressions at the first handshake.
SP103 – Needs Fulfillment (Fact Finding) – Identify key criteria, "hot and cold buttons", impulse needs, and create a strong desire for a presentation.
SP104 – Picture Perfect Presentation (Walkaround) – Eight keys to great presentations that entertain, engage, educate, separate, create desire, and are interactive and comprehensive.
SP105 – Value Building Demo (Demonstration) – The commitment is the easy part of selling; the "value" is the toughest. When you fail or struggle to build value, gaining commitments becomes nearly impossible. Learn how to cause the "interest level" to meet the "buying level."
SP106 – Funnel to the "One Thing" (Close) – Learn 10 critical questions to ask that guarantee a customer’s commitment or purchase reason.
SP107 – Apply the Proper Close – Go beyond techniques and learn how to dovetail to a close with every customer.
SP108 – Negotiations Made Easy – Learn the importance and power of alignment and deposits as it relates to negotiating gross "value" for the sale.
SP109 – Finalizing the Deal – The closing of the deal represents just the beginning of a prosperous relationship. Be professional, organized, and get to the point, not stuck in the details.
SP110 – Delivery & the 3-Day Call – 62% of all your customers have an immediate family member that will buy within the next six months. Learn who they are, why they are, when they are, and how to be recommended to them.

Service Development Series (8 Modules)
SD101 – Implementing the Service Appointment Model – Implement the process for a 30% gain in daily service appointments.
SD102 – Mastering the Incoming Service Call – Learn how to create high-schedule, on-time show, and customer-pay opportunities.
SD103 – Top 10 Service Objections – Learn how to effectively communicate and turn potentially negative situations into advocacy for life.
SD104 – First-time Service Scheduling – Learn how to effectively schedule your first-time service opportunities.
SD105 – Increase Customer Satisfaction – Implement effective follow-up strategies for service visits and opt-out service opportunities.
SD106 – Creating Service Loyalty – Implement a proven follow-up and contact strategy to increase daily service opportunities to non-returned and non-returning VIN’s.
SD107 – Implementing the Complaint Resolution Plan – Implement a customer-centric complaint resolution process for your entire dealership. Learn how to address complaint situations and convert those into their customer-for-life scenarios.
SD108 – Re-delivery Mastery – Learn 10 simple practices that increase service loyalty and create a re-delivery process beyond reproach.

Leadership Development Series (8 Modules)
LD101 – Become a Top-Tier COACH – Learn the five key principles the greatest coaches in the world follow. These principles are imperative for all levels of management.
LD102 – Implementing Positive Change – Learn how to implement change that sticks and has impact. There are five simple steps to this tremendously effective process.
LD103 – Players or Pretenders? – Discover the secrets to expose those that are simply playing the part instead of those really doing their part.
LD104 – Conflict Resolution Made Easy – Learn the right way to resolve conflict. Learn how to apply three rules to conflict resolution that guarantee success and a unified team.
LD105 – The ABC’s of the Unified Team – There are three critical needs all employees must have met. The average manager misses on delivering on all three. Learn what they are and how to meet the needs of your employees so they choose to stay and remain part of the team.
LD106 – Driving Achievement through Your Team – Every manager would like more productivity and better results from their teams. Learn two secrets that managers never learn on their own.
LD107 – Creating Team Synergies – How different would your day and business be if your sales and service teams were actually teams working collaboratively together? How different would our customers’ experiences be? How different would your business look if you decreased turnover by more than 50% for the next year?
LD108 – The Secrets to Increasing Contribution – All employees want to contribute yet most managers accept the natural levels of contribution from employees. Instead, learn two secrets to increasing the level of contribution by your employees.

E-Commerce Series (8 Modules)
EC101 – Auto Responder Best Practices – Establish an industry best auto responder process.
EC102 – Engage Your Internet Client – Learn the keys to engaging with your customers quickly and professionally.
EC103 – Communication Skills – Focusing on the skills for e-mail: learn how to improve volley response, create stronger dialogue and rapport, and manage communication early on.
EC104 – Critical Skills to Engage Your Internet Client – Implement a proven strategy for maintaining engagements and interest.
EC105 – Recognizing Personalities via E-mail – Recognize customer’s uniqueness and tailor the approach during each communication to their preferred written and communication styles.
EC106 – Re-engaging Your Internet Leads – Re-engage with your opportunity when your competition gives up. Learn how to stay "top of mind."
EC107 – Maximizing Your Internet Opportunities – Implement solid appointment disciplines to increase the numbers of appointments set, show, and purchase.
EC108 – The 35-Day Relationship – Follow up with unsold showroom traffic in an aggressive and professional manner.