pdc course catalog

COURSECATALOG

PERFORMANCED E V E L O P M E N TC E N T E R

JUSTINA DAVISAssistant Vice President, Performance Development Center

Phone: 954-418-5357Email: [email protected]

HEATHER WILKINSONTraining Manager


AMY BRASWELLStrategy Program Manager


GREG STARKEYAS2 Manager


JUDI HARTNETTOperations Supervisor


CONTACT US

PDC Course Catalog

MY NUMBERS HAVE IMPROVED DRAMATICALLY SINCE I ATTENDED YOUR TRAINING! I’VE DELIVERED A TOTAL OF 144 CARS, WITH AN AVERAGE OF $1,013 PER COPY, A POWER RATING OF 128, AND 36% OF THE TOTAL INCOME COMING FROM RESERVE. THE RESERVE-TO-PRODUCT RATIO IS EXACTLY IN LINE WITH WHAT MY DEALER WANTS.

I AM SITTING AT 15 CARS DELIVERED, $1,582 PER COPY, AND 82% OF THE TOTAL FINANCE INCOME IS PRODUCT PROFIT. MY DEALER WANTS AS MUCH OF THE FINANCE INCOME TO COME FROM PRODUCT SALES AS POSSIBLE, SO HE IS THRILLED!

THANKS FOR THE TRAINING. I JUST DID A $5,052 DEAL! YOU HAVEN’T LOST YOUR TOUCH!

I JUST HAD MY EASIEST CAR SALE EVER, THANKS TO TARGET TRAINING! TODAY’S MONDAY, AND I WILL BE DELIVERING TWO MORE CARS! HERE’S MY SINCERE ‘THANK YOU!’

I SEE BIG IMPROVEMENTS IN MY NUMBERS…I HAVE SOLD UP FROM THE MENU QUITE A FEW TIMES…WOW IS ALL I HAVE TO SAY. YOUR TRAINING WAS BY FAR THE BEST AND MOST BENEFICIAL TO ME IN MY 27 YEARS IN THE BUSINESS.

I JUST USED THE ADVANCED CLOSING METHOD TO CONVERT A “NEITHER” INTO A BASIC OPTION WITH APPROXIMATELY $2,500 BACK-END PROFIT.

THE NEW WORD TRACKS HAVE REALLY HELPED MY PVR. I CAN DEFINITELY TELL A DIFFERENCE IN MY CONFIDENCE AND OF COURSE MY NUMBERS!!! THANKS TO THE TARGET TRAINING, I BECAME SALESMAN OF THE MONTH THAT MONTH.

AFTER ALL OF OUR FINANCE MANAGERS ATTENDED THE MAXIMIZING YOUR F&I OPPORTUNITIES CLASS, THERE WAS A COMPANY-WIDE LEASE PVR INCREASE OF $102. THE LEASING FINANCE INCOME ROSE $34,708 ON 339 LEASE UNITS, AND OUR LEASE POWER RATING INCREASED FROM 72% TO 80%.

JM&A Group knows that ongoing training and consulting plays a critical role in preparing dealership staff for the competitive challenges of the automobile industry.

Since 1978, JM&A Group has partnered with automobile dealers, offering profit-producing solutions and CSI improvement. One of those solutions was the creation of JM&A Group’s Performance Development Center (PDC). Established in 1997 to support the training needs of dealerships’ F&I departments, the PDC now works with dealerships’ Sales, Finance and Service departments. The PDC has more than 30 associates, with extensive retail experience, and is comprised of various divisions all designed to meet our dealer partners’ varying needs.

• The Training division conducts approximately 100 classesper month, instructing more than 8,000 studentsper year. Our Trainers incorporate cutting-edge andinteractive training techniques to boost participantperformance back in the store.

• The Curriculum Development division combines currentindustry information with proven adult education practicesto create customized training and consulting programs. Weintertwine our client’s needs with varied delivery formatsand our training and automotive expertise.

• The AS2 division provides our dealers with a robust datamining marketing solution, with various training optionswhich help dealers sell more cars and sell more F&Iproducts while retaining their customers.

• Our training and consulting initiatives are offered inSpanish, Portuguese, and French.

Letter From the Assistant Vice President

This catalog introduces you to our various divisions, as well as the array of courses and programs that we provide. We are certain that our training programs and data-mining marketing solutions are the key ingredients to your dealer-ship’s success.

If you have any questions, please feel free to contact me directly at 954-418-5357. We look forward to helping you and your dealership with “Your Success Equation.”

Thank you.

Justina Davis Assistant Vice President, Performance Development Center

Course List & Applicable Attendees .............................................................................................................................3Customized Curriculum Development .........................................................................................................................4PDC Training Team ...........................................................................................................................................................5AutoSales2 Team ...............................................................................................................................................................8Curriculum Development Team .....................................................................................................................................10Operations Support Team ...............................................................................................................................................10

SALES & SALES MANAGEMENT (FRONT END SALES)TARGET Automotive Sales*.............................................................................................................................................14TARGET Advanced Automotive Sales ..........................................................................................................................15TARGET Management Program .....................................................................................................................................16TARGET Purchase Option Worksheet ...........................................................................................................................17TARGET Internet Automotive Sales ..............................................................................................................................18What is Certified Pre-Owned? ........................................................................................................................................19Leasing 101: Fundamentals of Leasing .....................................................................................................................20Skills for the Sales Manager * .......................................................................................................................................21Sales Manager Legal Certification ...............................................................................................................................22Sales Management Leadership* ...................................................................................................................................23Management By Objectives* ..........................................................................................................................................24Coaching for Performance* ...........................................................................................................................................25Creating a Network Tree .................................................................................................................................................26

FINANCE & INSURANCESkills for the Business Manager* .................................................................................................................................31F&I Legal and Ethical Standards (FILES) Certification ............................................................................................32F&I Master Series: Advanced Finance & Insurance* ................................................................................................33F&I Master Series: How to Be a Deal Maker ..............................................................................................................34F&I Master Series: Maximizing Your F&I Opportunities ...........................................................................................35 Finance & Insurance Director .......................................................................................................................................36

FIXED OPERATIONSService Sales Consultant Certification* ......................................................................................................................42TARGET Service Sales* ...................................................................................................................................................43Service Operations* ........................................................................................................................................................44Disarming Hostility & Legal Compliance ....................................................................................................................45

MINI-MODULES / ONLINE TRAININGMini-Modules / Online Training ......................................................................................................................................50

TABLE OF CONTENTS

* This class is available in Spanish.For French/Portuguese class options, inquire within the PDC.

COURSE LIST AND APPLICABLE ATTENDEES

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INSTRUCTOR LED COURSESCreating A Network TreeCoaching for PerformanceDisarming Hostility & Legal ComplianceF&I Master Series: Advanced Finance & InsuranceF&I Master Series: How to Be a Deal Maker F&I Master Series: Maximizing Your F&I OpportunitiesF&I DirectorFILES CertificationLeasing 101: Fundamentals of LeasingManagement By ObjectivesSales Management LeadershipSales Manager Legal CertificationService OperationsService Sales Consultant CertificationSkills for the Business ManagerSkills for the Sales ManagerTARGET Automotive SalesTARGET Advanced Automotive SalesTARGET Internet SalesTARGET ManagementTARGET Purchase Option WorksheetTARGET RechargeTARGET Service Sales

MINI MODULES / ONLINE TRAININGDevelopmental CoachingDream TeamEffective Communication & Telephone SkillsEqual Credit Opportunity Act (ECOA) and NADA GuidelinesFinancial Statements & Key Dealership NumbersLet’s Get MotivatedManaging Your Emotional State & Break Through to ExcellenceOvercoming Objections & Closing SkillsProduct KnowledgeQualities of A Great ManagerSteps To The Service Write-UpTeam BuildingTime Management/Organization SkillsTurning Incoming Calls Into Appointments

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The Performance Development Center (PDC) has the ability to create customized training programs specific to a dealership’s individual needs. The process begins with a dealership consultation to determine the store’s specific training goals, as well as the scope of the project and desired outcomes. The PDC’s Curriculum Developers then work with the store’s Subject Matter Experts (SME) to create a customized training program.

THERE ARE TWO METHODS FOR CUSTOMIZED CURRICULUM DEVELOPMENT: OPTION 1: MODIFY EXISTING TRAINING CONTENTThe PDC’s Curriculum Developers will review the dealership’s existing training material and make the modifications necessary to improve the educational quality and training outcomes. During this process, the PDC will work closely with the dealership’s management team and/or SMEs to ensure the revised material remains consistent with the store’s philosophy and overall business goals.

OPTION 2: CREATE CUSTOMIZED CONTENT FROM SCRATCHThe PDC’s Curriculum Developers will meet with the dealership’s management team and/or SMEs to discuss the desired training outcomes. Together, they will analyze any performance deficiencies in order to determine the training objectives, as well as the target audience and topics to be covered. Once this foundation has been established, the PDC will then create a customized training program specific to the dealership’s individual needs. During this process, the PDC will work closely with the dealership’s management team and/or SMEs to ensure the new material remains consistent with the store’s philosophy and overall business goals.

CUSTOMIZED CURRICULUM DEVELOPMENT

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HEATHER WILKINSON PDC Training ManagerHeather Wilkinson earned her Bachelor’s degree in Management from Howard University and later graduated at the top of her class from the NADA Dealer Academy. She brings more than 20 years of automotive experience to JM&A Group, having held numerous positions in the retail automotive world from Accounting, Service, F&I to General Sales Manager. Heather joined JM&A Group in 2000 as an F&I Specialist and was later promoted to PDC Corporate Trainer, Senior Trainer, Training Supervisor and currently Training Manager.

LUIS ROVIRA Client Training ConsultantAn Associate of JM&A since 1997, Luis Rovira has over 25 years of automotive experience, starting as a Technician at De Maria Porsche Audi in Miami, Florida. Luis then went on to hold other dealership positions including Service Advisor, Service Manager, and Service Director. Luis initially joined JM&A Group as a Field Service Manager, and has since held positions as Training Supervisor and Client Relations and Training.

TRAINING DIVISION


BO LANE Training SupervisorWith over 15 years of automotive training experience, Bo joined the PDC’s training team in 2001, and was soon promoted to a Senior Trainer. After many successful years in this role, both facilitating training courses and serving as a mentor to new PDC Trainers, Bo was promoted to a PDC Training Supervisor in 2014. In 2007, Bo received JM&A’s “Star of Excellence Trainer of the Year” Award, and won the American Business Award’s “Best Sales Trainer” in 2008.

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JAMES CAHN Senior TrainerJames Cahn, a Senior Trainer with the PDC, is a graduate of Tulane University. He began his career as a PDC Trainer in 2002. With more than 25 years of automotive experience, James has held positions as a Salesperson, Floor Closer, Used Car Manager, Leasing Manager, F&I Manager and General Manager. In addition to assisting the Curriculum Team with the development of new material, James also plays an integral role in training and certifying other PDC Trainers in our courses offerings.

MICHAEL CANAN Senior TrainerMichael Canan brings more than 13 years of automotive experience to his position as a PDC Trainer. A graduate of Wabash College, Michael began his automotive career as a Salesperson and later held other positions including New Car Manager, Used Car Manager, F&I Manager, General Sales Manager and General Manager. Michael joined the PDC as a Trainer in 2006.

TY COURTNEY Senior TrainerTy Courtney, a former South Carolina City Judge, Town Mayor and State Senator, obtained his Bachelor’s degree from Wolford College before completing his Law degree at the University of South Carolina. After spending 25 years of his career in the legal profession and politics, Ty changed to an automotive career where he held Sales Manager, Finance Manager and Finance Director positions. In 2006, Ty became a PDC Trainer where he has been able to share his automotive and legal experiences in training.

TRAINING DIVISION

DOMINIC PISANO Senior TrainerAn Illinois native, Dominic started his automobile career in New Jersey in 1991. Dominic returned to Illinois in 1996 were he went on to hold numerous automotive positions including Salesperson, Sales Manager, F&I Manager and General Sales Manager. After a 16 year career in the retail automotive industry, Dominic became a PDC Trainer in 2006. After a successful time as AutoSales2 Supervisor, Dominic is back on the Training team as a Senior Trainer.

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ANDY ALLEN TrainerAndy Allen started his retail automotive career in Tennessee and held the positions of Salesperson, Sales Manager, Finance Director, and General Manager. Most recently, Andy spent 8 years as the Reynolds and Reynolds Account Manager for Eastern Tennessee. Andy, a graduate of University of Tennessee, joined JM&A Group in 2014.

TRAINING DIVISION

DION RUBEN TrainerDion Ruben joined JM&A Group in March of 2013 as an F&I Specialist with 16 years of retail automotive experience. Dion has held positions as a Sales Associate, New & Used Car Sales Manager, Group Car Sales Manager, Assistant GSM, Finance Manager and Finance Director. Dion joined the PDC Training team in February 2014.

CRAIG O’HARE TrainerCraig O’Hare joined the automotive industry in 1989. During the course of his career, Craig worked in almost every dealership department holding positions as a Salesperson, Finance Manager, Finance Director, New Car Sales Director, General Sales Manager and General Manager. After joining JM&A Group in 2004, Craig continued to drive dealerships’ success in his roles as a Specialist, District Manager and Senior District Manager; receiving the 2013 Star of Excellence Award. In 2015, Craig joined the PDC Training Team where he now uses his industry experience to help dealership personnel and JM&A Associates take their skills to the next level.

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EDWIN MARCANO TrainerEd Marcano has over 20 years experience in the automotive industry. During his career, he has held numerous positions including Salesperson, Customer Relations Manager, Sales Manager, General Sales Manager, and F&I Manager. After joining JM&A Group, Ed served in the roles of Specialist and District Manager. He joined the PDC in June 2015 where he leverages his industry expertise as a Trainer.

AutoSales2 DIVISION

STACEY MAYER AS2 ConsultantAfter working in the retail automotive industry for over 19 years, Stacey joined the PDC as an AutoSales2 Consultant. Throughout her career, she has held the positions of Sales Consultant, Finance Manager, and Sales Manager. Stacey holds an Associate Degree in Business Management from the University of Phoenix.

GREG STARKEY AS2 ManagerGreg Starkey is an experienced, relationship-based automotive sales leader with over 30 years of automotive experience. After starting his automotive retail sales career in the early 80s, Greg ultimately rose to the position of General Manager. Greg shifted gears in the late 90's and became an Automotive Trainer, working with dealerships nationwide. Since that time, Greg has also worked with dealerships to restructure their in-house sales models, changing the stores' focus to enhance the customer experience, increase employee retention, and improve the overall dealership culture. Greg also has extensive experience working with dealers and automotive technology, focusing on the digital marketplace and equity software solutions.

GRETCHEN SEIDEL AS2 ConsultantGretchen joins JM&A after working over 20 years in the automotive industry with experience that includes 13 years in retail sales and 9 years in fixed operations. She has held the positions of Finance Manager, Customer Relations Manager, and Business Development Manager. Gretchen joined the PCD as an AutoSales2 Consultant in 2015.

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AUBREY ZEIGLER AS2 ConsultantAubrey Zeigler joined JM Family Enterprises in 2004 working as a Dealer Support Specialist. Since then, she has been promoted into various roles including Senior Dealer Support Specialist, Senior Sales Recruiting Coordinator, PDC Senior Systems Administrator and her current position of AutoSales2 Consultant. In this position, Aubrey is responsible for increasing dealership revenue and profitability through the AutoSales2.

AutoSales2 DIVISION

JIMMY LIVELY AS2 ConsultantAfter graduating from Manatee Junior College, Jimmy Lively became a professional baseball player where he played for four years in the Pittsburgh Pirates minor league organization. Jimmy then went on to hold various positions in the automotive industry, including Sales Manager, Finance Manager, Used Car Sales Manager and General Sales Manager. After 18 years in the industry, Jimmy joined the PDC as a National Sales Training Specialist in 2006.

RICHARD LEVINE AS2 ConsultantRichard Levine, a graduate of the University of South Florida, began his automotive career as a Salesperson with Applied Concepts, promoting their dealership Power Phone-Ups system. Over the years, Richard worked with several other automotive industry corporations including Cal-Pro Inc., an affiliate company that specializes in high-impact vehicle delivery, post-sale follow up, and fixed operations promotion. Richard joined the PDC in 2005 as a National Training Specialist.

LESLIE MAJOR AS2 ConsultantLeslie Major was born and raised in Flint, Michigan before moving to Florida to attend Florida A&M University. Upon graduation, she immediately entered the automotive industry accepting a position with Cars.com. Leslie then worked in automotive media for MLive, a Michigan based news and information website. Her last position was with HomeNet Automotive, where she sold automotive software and a dealership inventory management tool. Leslie joined JM&A in 2014 as an AutoSales2 Consultant, where she works with dealerships nationwide to increase sales and performance.

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CURRICULUM DEVELOPMENT DIVISION

LYNN ZIEGLERDealer Development Curriculum Developer

AMY BRASWELL Program Strategy Manager

ALYSSA FREEMANAssociate DevelopmentCurriculum Developer

With more than 45 years of combined experience in adult education and curriculum development, the PDC Curriculum Development Team is responsible for designing, developing and maintaining all of the training programs facilitated by the PDC. By researching the latest industry trends and utilizing solid adult education training theory and techniques, the Curriculum Development Team creates top-quality programs that help our dealer partners achieve their desired results.

With more than 1,500 training events and 7,400 student enrollments yearly, the Operations Support Team works hard to ensure our dealer clients receive the best training experience possible. The Operations Support Team is responsible for the day-to-day scheduling and logistics of all PDC training courses and events. This includes securing locations, field notifications, class enrollments and material fulfillment for training assignments.

KAREN JOHNSONSenior Operations Specialist

ROBIN MECHMETDatabase Operations Specialist

MICHELLE SUCHECKISenior Project Administrator


VIVIAN FROSTAS2 Specialist

OPERATIONS SUPPORT TEAM

ANDREA BEDOYAOperations Specialist

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Informed and effective salespeople are the most important asset in a dealership’s success. JM&A Group knows that ongoing training plays a critical part in preparing dealership staff for the competitive challenges of the automobile industry, as well as keeping employees informed of the ever-changing laws and regulations.

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We create customized training and consulting programs by combining our clients’ needs with our training expertise.

‣ TARGET AUTOMOTIVE SALES

‣ TARGET ADVANCED AUTOMOTIVE SALES

‣ TARGET MANAGEMENT PROGRAM

‣ TARGET PURCHASE OPTION WORKSHEET

‣ TARGET INTERNET AUTOMOTIVE SALES

‣ WHAT IS CERTIFIED PRE-OWNED?

‣ LEASING 101: FUNDAMENTALS OF LEASING

‣ SKILLS FOR THE SALES MANAGER

‣ SALES MANAGER LEGAL CERTIFICATION

‣ SALES MANAGEMENT LEADERSHIP

‣ MANAGEMENT BY OBJECTIVES

‣ COACHING FOR PERFORMANCE

‣ CREATING A NETWORKING TREE

Sales & Sales Management

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* A 2-day version of this course is also available. The 2-day version is designed for dealership Salespeople with at least six months of automotive experience.

TARGET AUTOMOTIVE SALES

COURSE OBJECTIVETARGET Automotive Sales focuses on the TARGET Sales Model as the basis for developing professional selling skills. Special emphasis is placed on effective questioning techniques, objection handling, and product knowledge in order to place customers in the right vehicle and close the sale. This program uses extensive role-play activities to reinforce the learning process.

TOPICS COVEREDSales Terminology & Key Sales Information

Professional Selling Techniques• Understanding the TARGET Sales

Model• Psychology of Selling

Effective Questioning Techniques• Broad Questions• Specific Questions• Narrow Questions

Overcoming Objections• Differences Between Questions,

Statements and Objections• Types of Objections• Three Steps to Overcoming

Objections

TARGET Sales Model• Temperature (Meet and Greet)• Analyze• Reasons for Buying• Guaranteed Solutions – Features and Benefits – Demonstration Ride – Trial Close – Review and Appraisal• Enlist Buyer Commitment • Track and Follow Through – Turnover – Delivery

Leasing• Elements of Leasing• Terminology• Pros and Cons

Used Vehicle Presentation• Differences Between New and

Used Vehicle Presentations• Preparing for Used Vehicle

Prospects and Customers

Prospecting• Birthday Follow-up• Shopping Mall System• Owner’s Orphan File System• Personal Advertising Campaign

Features and Benefits AppendixAutomobile History AppendixSample Forms

DURATION4 Days*

TARGET AUDIENCESales Associates with 0-6 months of automotive experience

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TOPICS COVEREDTARGET Review• Today’s Customers - 3 Ts of Today’s Customers - Types of Customers • TARGET Sales Model - Temperature - Analyze - Reason for Buying - Guaranteed Solution - Enlist Buyer Commitment - Track and Follow Through• Psychology of Selling

Review of Effective Questions• Broad Questions• Specific Questions• Narrow Questions

Review of Dominant Buying Motives

The Customer Needs Survey

Review of Features and Benefits

Handling Objections• Statements, Questions and Objections• Broad and Specific Objections• Three Steps to Handling Objections

Building Value vs. Dropping Price

Purchase Option Worksheet (POW)• Overview• Features and Benefits• The Necessary Information• Creating a POW• Presenting the POW• Questions and Objections• Second Trips to the Desk

Time Management• Time Management Model - Value-Adding vs. Marginal activities - Proactive vs. Reactive behavior - Key Result Areas (KRAs)• Proactive Time Management

Finance & Insurance Department• The Role of F&I• Reviewing the Customer Statement• Getting the Deal Bought• Additional F&I Products

TARGET ADVANCED AUTOMOTIVE SALES

COURSE OBJECTIVE TARGET Advanced Automotive Sales builds upon the skills learned in the basic TARGET Automotive Sales training course. This seminar reviews the TARGET sales process, and provides a refresher on Effective Questioning, Objection Handling, and Dominant Buying Motives. The class goes on to cover such key topics as Building Value vs. Dropping Price, the Purchase Option Worksheet, Time Management, and an overview of the Finance and Insurance Department, all of which help dealership Salespeople improve their sales success.

TARGET AUDIENCESales Associates who have already attended the TARGET Automotive Sales training course.

DURATION2 Days

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DURATION1 Day

TARGET MANAGEMENT PROGRAM

COURSE OBJECTIVEThe TARGET Management Program focuses on understanding the TARGET Sales Model and learning how to reinforce this process with the sales staff. Through the use of case studies and role-play activities, special emphasis is placed on strengthening performance and profitability, as well as increasing consistency within the Sales Department.

TARGET AUDIENCESales Managers

TOPICS COVERED Professional Selling Techniques• Understanding the TARGET Sales Model• Psychology of Selling


Overcoming Objections• Differences Between Questions, Statements

and Objections• Types of Objections• Three Steps to Overcoming Objections

TARGET Sales Model• Temperature (Meet and Greet)• Analyze• Reasons for Buying• Guaranteed Solutions – Features and Benefits – Demonstration Ride – Trial Close – Review and Appraisal

• Enlist Buyer Commitment • Track and Follow-Through – Turnover – Delivery

Used Vehicle Presentation• Differences Between New and Used Vehicle

Presentations• Preparing for Used Vehicle Prospects and Customers

Prospecting• Bird Dog System• Birthday Follow-up• Shopping Mall System• Owner’s Orphan File System• Personal Advertising Campaign

Why Coach• Similarities Between the Sales Process

and Coaching Process• Applying the TARGET Sales Process

to Coaching Situations


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DURATION3-Hour Optional Module to the TARGET Programs*

TARGET PURCHASE OPTION WORKSHEET

COURSE OBJECTIVEThe Purchase Option Worksheet (POW) program combines both classroom instruction and hands-on training in the dealership. The POW reduces the number of “pencils” and simplifies the overall sales process. This customer-oriented selling system places special emphasis on full and total disclosure, while presenting all of the purchasing options in a clear and concise manner. The POW establishes set procedures for presenting payment choices and ensures that all deals are worked in the exact same way.

TARGET AUDIENCESales Associates and Sales Managers

TOPICS COVERED Features and Benefits of the POW

Necessary Information for Creating the POW• Information Sales Associate Obtains• Information Sales Manager Obtains

Creating the POW

How to Present the POW• Asking for Permission• Importance of Word Track• POW Word Track

Overcoming Objections • Differences Between Questions, Statements and

Objections• Types of Objections• Three Steps to Overcoming Objections

Second Trips to the Desk • When to Make a Second Trip to the Desk• How to Overcome the Customer’s Real Objection


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* See description of TARGET programs.

TOPICS COVERED The Internet Customer• The Typical Internet Customer• Research Buyers vs. Transactional Buyers

TARGET Overview• Professional Selling• The TARGET Internet Sales Model

Temperature• Lead Source Providers• Using Auto-Responders

Analyze• Effective Questions• Personal Follow-Up• Email - General guidelines - The first email• Telephone Skills - Characteristics of good vocal skills - Steps of the Call

• Greet the Customer - Gain control - Confirm and gather information - Ask for the appointment• Ongoing Correspondence

Reason for Buying or the Appointment• Dominate Buying Motives• Reasons for an Appointment

Guaranteed Solution• Features and Benefits• Trial Close

Enlist Commitment• The Close• Overcoming Objections - Broad and Specific objections - Three steps to overcoming objections

Track and Follow Through• Confirm the Appointment• Prepare for Customer’s Arrival

TARGET INTERNET AUTOMOTIVE SALES

COURSE OBJECTIVEThe TARGET Internet Automotive Sales program is designed to improve participants’ Internet selling skills by focusing on several key areas of the sales process. Some of these areas include using Auto-Responders, Email Correspondence, Telephone Skills and Handling Objections. Using the TARGET Sales Model as the backbone of this course, participants will also gain a better understanding of Internet customers and become more adept at moving them through the sale. Students should have a solid understanding of industry terms and concepts prior to attending the course.

DURATION2 Days

TARGET AUDIENCEInternet Salespeople and Internet Sales Managers


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TOPICS COVERED Today’s Used Vehicle Market• Customer wants/needs• The CPO segment

Why CPO?• Benefits of a CPO program• Impact on dealer operations - Turn Rate - Holding Costs - Benefits to other departments• Impact on customers and retention• Impact on Salespeople / Sales Managers

Temperature• Lead Source Providers• Using Auto-Responders

Analyze• Effective Questions• Personal Follow-Up• Email - General guidelines - The first email• Telephone Skills - Characteristics of good vocal skills - Steps of the Call

WHAT IS CERTIFIED PRE-OWNED?

COURSE OBJECTIVEThis training is designed to help dealership Salespeople expand their knowledge and understanding of aCertified Pre-Owned program and elevate their CPO selling skills in order to increase their CPO sales.

TARGET AUDIENCESalespeople, Sale Desk Managers, Internet SalesManagers, Finance Managers, Service Managers, General Managers and General Sales Managers

DURATION1 Day

• Greet the Customer - Gain control - Confirm and gather information - Ask for the appointment• Ongoing Correspondence

Reason for Buying or the Appointment• Dominate Buying Motives• Reasons for an Appointment

Guaranteed Solution• Features and Benefits• Trial Close

Enlist Commitment• The Close• Overcoming Objections - Broad and Specific objections - Three steps to overcoming objections

Track and Follow Through• Confirm the Appointment• Prepare for Customer’s Arrival

TOPICS COVERED Background of Leasing

Residual Value and Lease Payments

Benefits of a Lease• To the Salesperson / Dealership• To the Customer

Normal vs. Excess Wear and Tear

Lease Presentation

Addressing Leasing Concerns and Objections• High Mileage Driver• Paying for Dings and Scratches• Higher Insurance Costs

How to Calculate a Lease

End of Lease: Auto Remarketing

Leasing Terminology

LEASING 101: FUNDAMENTALS OF LEASING

COURSE OBJECTIVEThis workshop is designed to expand participants’ knowledge of automotive leasing. By exploring the background of leasing, leasing terminology, and the benefits of leasing to both the customer and the dealership, participants will become more comfortable presenting leases to their customers. Students also learn tools and techniques for addressing and overcoming customers’ leasing concerns.

DURATION4-6 Hours

TARGET AUDIENCESalespeople, Sales Managers, General Sales Managers, Finance Managers


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SKILLS FOR THE SALES MANAGER

TOPICS COVEREDThe Four Responsibilities• Sell the Car• Increase Sales• Improve Gross Profit• Cover the Dealer’s Assets

Knowing Your Inventory• Merchandising the Vehicles• Managing the Inventory • Knowing the Incentives • Pointing out Correct Inventory Choices

(based on customer’s needs)

Effective Communication• Promoting Open Communication• Listening• Speaking• Conducting Effective Sales Meetings• Structuring the Deal• Rate Guidelines• Worksheets

Desking the Deal• Starting at MSRP• Asking Important Questions• Penciling the Deal/Regulation Z• Creating Lease Conversions• Principles of Negotiation• Handling Objections

The Turnover (T.O.) • Why T.O.?• When to T.O.• How to T.O.• Utilizing the Business Manager• Closing the Deal

Qualities of a “Great” Sales Manager • “Sales Manager” vs. “Sales Tyrant”• Time Management• Change Management• Building Teamwork within the Sales Department• Coaching

COURSE OBJECTIVESkills for the Sales Manager focuses on strengthening the Sales Manager’s performance and creating a team atmosphere within the Sales Department. Special emphasis is placed on the Sales Manager’s four main responsibilities, as well as the key factors for achieving these goals.

TARGET AUDIENCESales Managers

DURATION2 Days


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TOPICS COVEREDUnfair and Deceptive Trade Practices and Fraud

FTC Used Car Rule

Regulation B – Equal Credit Opportunity Act

Fair Credit Reporting Act

Gramm-Leach Bliley Act

Regulation Z – Truth in Lending Act

FinCEN Form 8300

SALES MANAGER LEGAL CERTIFICATION

COURSE OBJECTIVESales Manager Legal Certification is a 4-hour module which overviews the laws and regulations that directly affect a dealership’s new and used vehicle Sales Departments. Dealership managers who participate in this course have a better understanding of the laws that impact their day-to-day activities and are more prepared to act in a legally compliant manner. Upon completion of the seminar, students must pass a legal certification exam in order to become certified.

TARGET AUDIENCESales Managers, Used Car Managers, Team Leads, Closers, General Sales Managers, General Managers and F&I Directors

DURATION4 Hours


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TOPICS COVERED Management and Leadership• Management Characteristics• Leadership Characteristics• Leadership Styles

Effective Managers• Administration – Establishing Goals – Structuring Your Staff – Managing Project Execution – Time Management• Communication – Speaking – Fostering Open Communication – Listening Skills• Interpersonal Skills• Leadership• Coaching

Adult Learning• When are Adults Willing to Learn?• The Learning Curve• Key Factors to Adult Learning• Ways to Transfer Information• Action Plans

Change Management• Evaluating Change• Managing Change

SALES MANAGEMENT LEADERSHIP

COURSE OBJECTIVEThis course focuses on the principles and practices necessary to lead a performance oriented, self-starting sales team. Special emphasis is placed on developing effective management skills, acquiring strategies for motivating and leading a workforce, setting goals and accomplishing results.

TARGET AUDIENCEDealership Management

DURATION 2 Days


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TOPICS COVERED Proactive vs. Reactive • Definitions of Proactive and Reactive

Sales Thinking vs. Management Thinking• MBO’s Role• Challenges Facing MBO• Implementing MBO Goals• Indicators and Objectives• Creating Objectives and Goals• MBO and Management• Coordinating Goals and Action Plans With Performance• Implementing MBO

MANAGEMENT BY OBJECTIVES

COURSE OBJECTIVEManagement by Objectives (MBO) gives managers the tools to increase efficiency and sales performance among sales teams. This is accomplished by turning policies and procedures into simple systems that make planning, benchmarking and success easy. Special emphasis is placed on creating common goals and developing the ability to quickly adapt to changes in the industry, challenges in the business and problems among the sales associates.


DURATION1 Day


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TOPICS COVERED Why Coach?• Factors Preventing Coaching• Coaching Qualities• Attitudes and Behaviors of a Coach• Common Misperceptions of Coaching• Importance of Coaching

Developmental Coaching• Coaching Process• TARGET Coaching Model - Temperature - Analyze - Reason for Action - Guaranteed Solution - Enlist Commitment - Track and Follow Through

Effective Questioning Techniques• Types of Questions - Open-Ended Questions - Close-Ended Questions• Transition Statements

Management and Leadership• Qualities of Managers and Leaders• Balance of Manager and Leader Qualities• Vital Skills for Successful Coaching

Feedback• Importance of Feedback• Formula for Successful Feedback• Constructive Feedback

COACHING FOR PERFORMANCE

COURSE OBJECTIVECoaching for Performance maximizes dealership performance through the use of the TARGET Coaching Model. With the use of role-play activities, special emphasis is placed on recognizing and addressing workplace issues, thereby increasing sales performance.

DURATION2 Days



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TOPICS COVERED Introduction• Course Overview• Importance of Recognizing Your Network

Who Do You Know?• Local Connections - Family - Friends - Local Business Community• Internet Connections - Long Distance Connections - Social Media Connections

Creating Your Network Tree• Completing Your Tree• How to Use the Tree - Best Practices for Approaching Local Connections - Working Your Long Distance Connections - Professional & Effective Usage of Social Media• Network Tree Activity

Networking Using Social Media• Social Media Overview• Marketing Basics - 80-20 Rule• Join a Social Media “Group”• Social Media Persona• Online Reputation

Social Media Best Practices

CREATING A NETWORK TREE

COURSE OBJECTIVEThis mini-module teaches experienced Sales Consultants how to recognize the prospecting opportunities available to them in their everyday lives and bridge the gap between an acquaintance and a potential client. During this workshop, participants will create a robust Networking Tree from which they can increase their client base and sales opportunities. It also outlines strategies and best practices for using Social Media to connect with people.

TARGET AUDIENCEExperienced Sales Consultants

DURATION4 Hours


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Fina

nce

& In

sura

nce

Finance & Insurance courses focus on the processes, legal compliance and selling methods used in the Finance and Insurance Department and integrate techniques proven to enhance F&I revenue. Courses also emphasize the tools and skills necessary to improve both front-end gross and back-end profit and enhance customer loyalty.

Cutting Edge Training

Ongoing training plays a critical part in preparing dealership staff for the competitive challenges of the automotive industry.

‣ SKILLS FOR THE BUSINESS MANAGER

‣ F&I LEGAL AND ETHICAL STANDARDS (FILES) CERTIFICATION

‣ F&I MASTER SERIES: ADVANCED FINANCE & INSURANCE

‣ F&I MASTER SERIES: HOW TO BE A DEAL MAKER

‣ F&I MASTER SERIES: MAXIMIZING YOUR F&I OPPORTUNITIES

‣ FINANCE & INSURANCE DIRECTOR

Finance & Insurance

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“I came back with a renewed enthusiasm…and (I) am implementing many techniques and closes.” I believe the owner’s “intention is to now send every Manager at the store through your class.”

TOPICS COVEREDThe Finance & Insurance Department • Dealership Organization• Business Manager Responsibilities

The Turnover• Quality vs. Quantity• Why or Why not T.O.?• Responsibilities to Sales

The Interview• Reasons to Interview• Structuring the Deal• Steps to the Interview

Product Sales • Extended Service Agreements• Car Care• Road Hazard Tire Coverage• Total Loss Protection (GAP)• Ding Shield• Xzilon• JM&A Data Dot• Secure Etch• Service Payment Plan • Term Care Select• Excess Wear and Tear

Retail Presentation• Today’s Customer• Customer Advantage Plan (CAP)

Psychology of Selling• Questions, Statements and

Objectives• Effective Questions• Steps to a Sale - Interview - Transition Statement - Narrow and Specific Questions - Features and Benefits - Trial Close - Close• Direct and Option Closing

Conversions• Why Are You Not Effective?• Competitive Information• Conversion Features• Conversion Process• Cash Menu• VSC / Maintenance Contract

Conversions

Cash Conversion to Lease• Comparing Cash, Financing and

Leasing• Pros and Cons of Cash Payments• Pros and Cons of Leasing• Common Leasing Questions and

Answers• Leasing Calculations• Lease Menu

* Skills for the Business Manager is available for JM&A Group dealer customers only. For JM&A Group Clients, the Skills for the Business Manager course may be combined with the FILES Certification course and taught in a 4-day period.

SKILLS FOR THE BUSINESS MANAGERCOURSE OBJECTIVESkills for the Business Manager focuses on the processes and selling methods used in the Finance and Insurance Department and integrates techniques proven to enhance F&I revenue. Special emphasis is placed on rigorous group exercises and interactive role-play activities.

TARGET AUDIENCEBusiness Managers with at least 4 months of experience

DURATION4 Days*

Finance & Insurance

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Finance & Insurance

TOPICS COVEREDLegal Compliance• Unfair and Deceptive Trade Practices and Fraud• Contract Elements - Offer, Acceptance and Consideration - Breach of Contract• FTC Used Car Rule• Currency Transaction Reporting

(FinCen Form 8300)• Financing - Factors influencing financing - Financing terms - Calculating the reserve - Regulation Z• Automobile Leasing - Leasing terms - Regulation M• Credit Acts - Credit Practices Rule - Equal Credit Opportunity Act• The Dodd - Frank Act - Fair Credit Reporting Act - Fair and Accurate Credit Transactions Act

- Gramm-Leach Bliley Act• Magnuson-Moss Warranty Act - Warranties & Vehicle Service Contracts• USA Patriot Act and OFAC• Telemarketing Sales Rule

Sales Skills• Steps to the Sale• The Interview - Effective questioning - Structuring the deal - Features and Benefits - Using Buyer’s Orders, Credit Applications &

Credit Reports• Product Presentation - Benefits of the Menu system - Menu presentation

F&I LEGAL AND ETHICAL STANDARDS (FILES) CERTIFICATION

COURSE OBJECTIVEThe FILES Certification course focuses on legal compliance, as well as F&I processes and selling methods. Course participants must demonstrate both legal knowledge and exceptional sales skills in order to earn FILES certification. FILES certification covers both federal and state specific laws, and participants must renew their certificate on a yearly basis.

TARGET AUDIENCEBusiness Managers with at least 4 months of experience

DURATION2 Days*

* For JM&A Group Clients, the FILES Certification course may be combined with the Skills for the Business Manager course and taught in a 4-day period.

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Finance & Insurance

TOPICS COVEREDLegal Compliance• Unfair and Deceptive Trade Practices and Fraud• Contract Elements - Offer, Acceptance and Consideration - Breach of Contract• FTC Used Car Rule• Currency Transaction Reporting

(FinCen Form 8300)• Financing - Factors influencing financing - Financing terms - Calculating the reserve - Regulation Z• Automobile Leasing - Leasing terms - Regulation M• Credit Acts - Credit Practices Rule - Equal Credit Opportunity Act• The Dodd - Frank Act - Fair Credit Reporting Act - Fair and Accurate Credit Transactions Act

- Gramm-Leach Bliley Act• Magnuson-Moss Warranty Act - Warranties & Vehicle Service Contracts• USA Patriot Act and OFAC• Telemarketing Sales Rule

Sales Skills• Steps to the Sale• The Interview - Effective questioning - Structuring the deal - Features and Benefits - Using Buyer’s Orders, Credit Applications &

Credit Reports• Product Presentation - Benefits of the Menu system - Menu presentation

F&I LEGAL AND ETHICAL STANDARDS (FILES) RECERTIFICATION

COURSE OBJECTIVESince students should remember the majority of the information from their original FILES class, this course is designed to simply review the FILES material (not re-teach it). As a result, the Trainer will not spend time going over every page in the manual. They will simply review the major concepts and general details of each law and regulation. It is up to the students to review the rest of the information on their own to ensure they are prepared to take the online exam. However, if information has been added to the manual since the students last attended a FILES course, the Trainer will spend time reviewing those topics.

TARGET AUDIENCEBusiness Managers who require annual recertification

DURATION1 Day*

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* F&I programs available to current JM&A customers only.

Finance & Insurance

TOPICS COVEREDThe Interview• Effective Questioning - Broad Questions - Specific Questions - Narrow Questions• Product Guidance - Features - Benefits• Steps to the Interview

Retail Presentation• Dealing with Rate Concerns• Today’s Customer• The 100% Concept• Menu/The Customer Advantage Plan (CAP)

Advanced Closing Process• Statements, Questions and Objections• Facing Resistance• The Custom Option• Additional Up-Sells• Customize a Close

Psychology of Selling• Steps to a Sale• Closing Questions - Direct Closing - Option Closing

Product Sales• Extended Service Agreements• Term Care Select• Car Care Service Plan

Appendix: Custom Option Word Tracks

PREREQUISITE CLASSSkills for the Business Manager

COURSE OBJECTIVEThe Advanced Finance & Insurance course builds on the skills learned during the Skills for the Business Manager training program. This course emphasizes the tools and skills necessary for experienced F&I Managers to maximize profitability in the dealership and enhance customer loyalty.

F&I MASTER SERIES: ADVANCED FINANCE & INSURANCE

TARGET AUDIENCEFinance & Insurance Managers with at least 1 year of experience who have already attended the Skills for the Business Manager training program

DURATION2 Days*

* F&I programs available to current JM&A Group customers only.

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TOPICS COVERED What is a Deal Maker• Definition• Qualities• Benefits

Being Proactive in the Sales Process• Proactive vs. Reactive• Circle of Concern vs. Circle of Influence• Areas of Control• Steps to Being More Proactive

Building Relationships with the Sales Department• Understanding the Sales Manager’s Role• Salespeople’s Fears• Communicating with the Sales Staff• Interpersonal Skills• Getting Involved in the Sales Process• How to Conduct an Effective Sales Meeting

Working with Your Lenders• Lender Relationships• Lender Criteria• How to Read a Credit Report• Structuring the Deal for Lender Approval

Reworking a Deal• Needs Analysis• Agreement or Alternatives• Trial Close then Close

Managing Your Emotional State• Why People Fail• Change Your Physiology• Find Your Peak State• Sales and Your Emotional State

Breakthrough to Excellence• Three Keys to Modeling Human Excellence• Five Strategies for Breaking Wood

F&I MASTER SERIES: HOW TO BE A DEAL MAKER

COURSE OBJECTIVEThis course improves both front-end gross and back-end profit by providing a better understanding of what it takes to close a deal, as well as various ways to be proactive in the dealership, such as structuring deals with the Sales Department. Attendees will return to the dealership with knowledge and confidence needed to earn the reputation as a “Deal Maker.”

TARGET AUDIENCEF&I Managers, F&I Directors and General Managers

DURATION2 Days*

Finance & Insurance* F&I programs available to current JM&A Group customers only.

35

TOPICS COVERED The Finance Manager’s Mindset and the Resistance Meter• How Attitude Impacts Success• Lowering the Customer’s Resistance

Cash Customers• Objectives when Working with Cash Customers• Selling Products to a Cash Customer• The Cash Menu

Lease Customers• Why Customers Lease• Selling to Lease Customers• The Lease Menu

Virtual Finance Customers• Working with Virtual Customers• Modifying the Interview and Menu Presentation

for a Virtual Customer

F&I MASTER SERIES: MAXIMIZING YOUR F&I OPPORTUNITIES

PREREQUISITE CLASSSkills for the Business Manager

COURSE OBJECTIVEF&I Managers are typically confident and successful when working with finance customers. However, cash and lease customers are often viewed with trepidation, as are the ever-growing number of virtual customers who purchase vehicles online. This class helps Finance Managers adapt their selling strategies when working with cash, lease or virtual customers, and provides solid tools and techniques designed to help them sell more products and increase the dealership’s bottom line.

DURATION2 Days*

TARGET AUDIENCEF&I Managers and F&I Directors


36

TOPICS COVERED Performance Deficiencies• Reasons for Deficiencies• Substandard Performance

Problems• “Knowing” and “Doing” Problems• Finding the Performance

Deficiency• Solving “Knowing” Problems• Feedback principles – Quality,

Timing, Specificity• Behavior Management Concepts - Self-Monitored Feedback - Supervisory Feedback - Peer Feedback - External Feedback - Objective Feedback• Task Interference

Adult Learning• Key Factors of Adult Learning• Adult Learning Styles

• Three Basic Teaching Steps – Tell, Show, Do

• Creating a Successful Learning Environment

Why Coach?• Factors Preventing Coaching• Common Misperceptions of

Coaching• What’s in it for me? - Building a Strong Team - Becoming a Magnet for Talent - Sustaining a Support Network

Developmental Coaching• Sales and Coaching Process• TARGET Coaching Model - Temperature - Analyze - Reasons for Action - Guaranteed Solution

- Enlist Commitment - Track and Follow Through

Presentation Skills• Video Exercises• Eye-brain Control• Energy levels• Presentation Organization• Persuasive Format• Creating Visuals

Priority Management• Time Management Matrix• Learning to Prioritize• Short vs. Long Term Goals and

Objectives• Personal and Professional

Management• Pro-Active Time Management

FINANCE & INSURANCE DIRECTOR

COURSE OBJECTIVEThe Finance & Insurance Director course focuses on the skills and information necessary to increase profitability and efficiency in the F&I Department.

TARGET AUDIENCEF&I Directors

DURATION2 Days*


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“Just wanted to drop you a note to let you know that I’m making more money than I ever have in the car business. Thanks for the awesome training.“

Fixe

d Op

erat

ions

A customer’s service experience forms the foundation for the relationship with your store. Ensuring that these are high-quality, professional interactions is vital to overall dealership success.

Better Service

Explore key concepts for running an efficient and profitable Fixed Operations department.

‣ SERVICE SALES CONSULTANT (SSC) CERTIFICATION

‣ TARGET SERVICE SALES

‣ SERVICE OPERATIONS

‣ DISARMING HOSTILITY AND LEGAL COMPLIANCE

Fixed Operations

41

Fixed Operations

TOPICS COVERED Introduction• Customer Retention• Window of Opportunity• Relationship Marketing

Effective Communication• Promoting Open Communication• Listening • Speaking

The Service Write-Up• Friendly Meet & Greet• Identify the Prime Item• 3 Responsibilities • Get the Vehicle Data• Walk Around• Confirm Understanding• Administration• Transfer Control• Courtesy Inspection• Menu Presentation• Get the OK• Active Delivery

Building Value in the Service Department• Explain Benefits and

Consequences• Value Selling Opportunities - Repair Diagnosis - Menu Sale - Correction of Prime Item - Result of Courtesy Inspection - Service Contracts

Telephone Skills• Telephone Communication Skills• Incoming vs. Outgoing Calls• Types of Calls - Appointment Calls - Parts Call Back - Price Quotes - Sales Calls - Active Delivery Calls - Status Calls

Legal & Ethical Compliance• Unfair and Deceptive Trade

Practices & Fraud• Contract Elements - Work Orders - Repair Orders• Magnuson-Moss Warranty Act• Lemon Laws• Gramm-Leach Bliley Act –

Safeguards Rule

SERVICE SALES CONSULTANT (SSC) CERTIFICATION

COURSE OBJECTIVEThe Service Sales Consultant (SSC) Certification program is a highly interactive course that focuses on improving performance and customer retention in the dealership’s Service department. The program aims to ignite a positive change in the way Service Advisors interact with their customers. By covering such topics as the “art” of the service write-up, value selling, effective communication, telephone skills, and legal compliance, Service Advisors return to the dealership with tools and techniques they can implement in their jobs immediately. In order to earn their Service Sales Consultant Certification, participants must also pass a final online certification exam.

TARGET AUDIENCEService Advisors and Service Managers

DURATION2 Days

42

TOPICS COVEREDProfessional Selling Techniques• Understanding the TARGET Sales Model• Psychology of Selling


Handling Objections• Differences between Questions, Statements and

Objections• Types of Objections• Three Steps to Handling Objections

TARGET Sales Model• Temperature (Meet and Greet)• Analyze• Reasons for Buying• Guaranteed Solutions - Features and Benefits - Trial Close• Enlist Buyer Commitment • Track and Follow-through - Active Delivery - Resell Services

Appendix: Features and Benefits

TARGET SERVICE SALES


DURATION2 Days

COURSE OBJECTIVETARGET Service Sales focuses on the TARGET Sales Model as the basis for developing professional selling skills in the service department. Special emphasis is placed on effective questioning techniques, objection handling and product knowledge in order to provide customers with the correct products and services, while developing long term relationships with each client. This program uses extensive role-play activities to reinforce the learning process.

Fixed Operations

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SERVICE OPERATIONS

TARGET AUDIENCEService Managers and Service Advisors in line to be promoted to Service Managers

DURATION2 Days

COURSE OBJECTIVEThe Service Operations course teaches Service Managers and Service Advisors intended for promotion the key concepts for running an efficient and profitable Service Department. Special emphasis is placed on analyzing financial statements, productivity and developmental procedures.

TOPICS COVERED: Fine-Tuning Your MarketingProgram• Service Department Customers• Elements of Marketing• Types of Marketing• The 4 P’s of Marketing

- Price - Product - Placement - Promotion

Gross Profit• Gross Profit vs. Net Profit• Structuring for Gross Profit• Gross Profit vs. Total Selling Price• Managing Discounts• Warranty Labor• Sublet Work

Expense Allocation• General Guidelines• Managing Expenses• Possible Solutions• Types of Expenses

Operational Productivity• Productivity and Production• Measuring Work Mix

Service Department Procedures• Effective Labor Rate• Clock Hours and Days per Week• Calendar Utilization• Facility Utilization

Organization & Production• Service Advisors• Conventional Shop Production• Work Group Production• Team Production• Dispatching and Shop Loading

Procedures• Technician Proficiency • Performance Meetings

Time Management• Financial Statement Operating

Parameters• Value Adding and Marginal

Activities• Proactive and Reactive Behavior• The Time Management Model

Fixed Operations

44

DISARMING HOSTILITY AND LEGAL COMPLIANCE

COURSE OBJECTIVEIn recent years, customers have become more knowledgeable and more demanding. Difficult customers and difficult situations are becoming more commonplace on the Service Drive, and unfortunately, many customers today are quick to become angry and aggressive. This course is designed to help service personnel work with hostile customers in order to diffuse the situation and reach a positive outcome. This course also covers key laws and regulations that impact the Service Department.


DURATION1 Day

TOPICS COVERED: Using a Positive Approach• Evaluating Your Words and Actions• Communication• The Power of a Positive Approach

Disarming Hostility• Origins and Definitions of Hostility• Steps Towards Disarming Hostility• Phone Hostility

Abuse and Violent Behavior• Types of Abuse• Violent Behavior

Legal Compliance• Unfair and Deceptive Trade Practices and Fraud• Contract Elements• Lemon Laws• Gramm-Leach Bliley Act

Fixed Operations

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At the PDC, we train our students to understand today’s customers and create a truly unique buying experience.

Min

i Mod

ules

/ On

line

Trai

ning

Mini-Modules and Online Modules are short seminars designed to review the students’ understanding and/or enhance the learning of select topics touched upon during various instructor-led courses.

Review and Enhance

Learn any place with our online training modules. No traffic, no airports... your only excuse for missing class is not getting online!

‣ DEVELOPMENTAL COACHING

‣ DREAM TEAM

‣ EFFECTIVE COMMUNICATIONS & TELEPHONE SKILLS

‣ EQUAL CREDIT OPPORTUNITY ACT (ECOA) & NADA GUIDELINES

‣ FINANCIAL STATEMENTS & KEY DEALERSHIP NUMBERS

‣ LET’S GET MOTIVATED

‣ MANAGING YOUR EMOTIONAL STATE & BREAK THROUGH

TO EXCELLENCE

‣ OVERCOMING OBJECTIONS & CLOSING SKILLS

‣ PRODUCT KNOWLEDGE

‣ QUALITIES OF A GREAT MANAGER

‣ STEPS TO THE SERVICE WRITE-UP

‣ TEAM BUILDING

‣ TURNING CALLS INTO APPOINTMENTS

Mini Modules & Online Training

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MINI-MODULES / ONLINE TRAINING

OVERVIEWMini-Modules and online modules are short seminars designed to review the students’ understanding and/or enhance the learning of select topics touched upon during various instructor-led courses.

DURATIONMini-Module: 2-4 hour instructor led class*online module: 60 minute live web-based seminar*The training duration will determine the depth of information covered in each workshop.

TARGET AUDIENCEVaries by Topic

AVAILABLE TOPICS:

In order to maximize a department or team’s success, it is important for Managers, Supervisors and Team Leads to understand both adult learning theory and proper coaching techniques. The best Managers are the ones who have the ability convey information to their team in a way that achieves great results. This mini-module is designed to give leaders a better understanding of adult learning, and also sharpen their coaching skills in order to take their management abilities to the next level.

A customer’s first impression of you and your dealership is often created during a telephone call. As a result, a simple phone conversation may form the entire foundation for your relationship with that customer. This training is designed to cover the key aspects of telephone skills, in order to improve your first impression, rapport building, and ultimately your sales. In order to determine a customer’s Dominant Buying Motives and true wants and needs, it’s important to ask effective questions. This module also covers the three different types of effective questions (broad, specific and narrow) and teaches students how to use these questions to uncover vital information from their customers.

This highly interactive and challenging workshop is designed to open the channels of communication between the sales and management staffs or various dealership departments. Special emphasis is placed on improving perceptions and interactions among participants in order to build teams poised for success.

THE NETWORK TREE

=EFFECTIVE COMMUNICATION & TELEPHONE SKILLS DREAM TEAM

EQUAL CREDIT OPPORTUNITY ACT �ECOA� AND NADA GUIDELINES

MANAGING YOUR EMOTIONAL STATE& BREAK THROUGH TO EXCELLENCE

FINANCIAL STATEMENTS & KEY DEALERSHIP NUMBERS

OVERCOMING OBJECTIONS & CLOSING SKILLS

QUALITIES OF A GREAT MANAGER TURNING CALLS INTO APPOINTMENTS

STEPS TO THE SERVICE WRITE�UP PRODUCT KNOWLEDGE

DEVELOPMENTAL COACHING

LET’S GET MOTIVATED TEAM BUILDING

THE NETWORK TREE










THE NETWORK TREE











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THE NETWORK TREE










THE NETWORK TREE










THE NETWORK TREE










This 2 hour workshop is designed to help dealership staff understand key parts of the Equal Credit Opportunity Act (Regulation B), and the rules and regulations that apply to consumer credit. As part of this workshop, participants will review the NADA Fair Credit Compliance Guidelines which reflect one strategy dealerships might use to maintain credit compliance.

Dealerships are fast-paced business environments where the line between profit and loss can be crossed very quickly. But there’s so much happening on any given day, it’s easy to get bogged down and lose track of what’s really important. Managers know it is their job to stay on top of profitability and keep their departments on track. This seminar provides a helpful guide on critical numbers dealership management need to track, and how monitoring these numbers can make a huge difference to the bottom line.

THE NETWORK TREE










THE NETWORK TREE










While extensive product knowledge and solid sales methods are vital for sales success, an unmotivated Salesperson will struggle to close deals. This mini-module focuses on six simple actions used by successful salespeople and is designed to ignite and motivate the sales staff, providing tools and strategies to take sales performance to the next level.

Dealership personnel have unlimited earning potential, yet only a few take full advantage of the opportunities that are presented. A major factor behind limited earnings is the inability to manage your emotional state. Feelings of frustration, rejection, and stress, along with financial pressures all impact the ability to sell. In order to maximize personal, mental and emotional potential it is important to learn effective tools for managing your outlook, your emotions, and modeling the successful experiences of other people. Then, you will break through to excellence.

It’s not enough for a Salesperson to simply present a product or service; they must also close the customer in order to finalize the sale. One of the biggest mistakes Salespeople make is to try and fight their customers’ objections. Fighting a customer’s objection only makes the sales process more difficult, and reduces the odds of closing the sale. This module teaches students an effective 3-step method for addressing and overcoming any objections they may face, thereby helping them close more deals. Students also focus on the Six Steps to a Successful Close.

THE NETWORK TREE










(Service Contracts, GAP, Car Care/Term Care Select, etc)In order provide expert advice and help customers compare data and make informed decisions, it is imperative to have strong product knowledge. This seminar covers the ins-and-outs of key dealership products, highlighting both the features and the benefits to the customer.


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THE NETWORK TREE










THE NETWORK TREE










THE NETWORK TREE










THE NETWORK TREE










Move your good Managers to great Managers by strengthening their skills and abilities to lead their teams. This mini-module discusses Time Management, Change Management, Avoiding the “Peerness Trap”, and Effective Communication so that participants can improve their managerial skills and drive their team’s performance to higher levels.

The Service Write-Up is an integral part of creating a strong, long-term customer relationship. The Steps to the Service Write-Up class is designed to improve efficiency, positively impact the customer’s service experience and contribute to overall dealership profitability.

A customer’s first impression of you and your dealership is often created during a telephone call. As a result, a simple phone conversation may form the entire foundation for your relationship with that customer. This training is designed to cover the key aspects of telephone skills, in order to improve your first impression, rapport building, and ultimately your sales.

While extensive product knowledge and solid sales methods are vital for sales success, an unmotivated Salesperson will struggle to close deals. This mini-module focuses on six simple actions used by successful salespeople and is designed to ignite and motivate the sales staff, providing tools and strategies to take sales performance to the next level.

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COURSECATALOG


JUSTINA DAVISAssistant Vice President, Performance Development Center


HEATHER WILKINSONTraining Manager


AMY BRASWELLStrategy Program Manager


GREG STARKEYAS2 Manager




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