Step One - Whistle on the way to work.

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A-2 - Come to work to work.
A-3 - Recognize and understand laws of nature.
A-4 - Control our emotions.
A-5 - Formulate a plan and stick to it.
B-1 - Manage our diet.

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B-2 - Don't drink to excess and don't do recreational drugs.
B-3 - Exercise.
B-4 - Smile in the mirror.
B-5 - Sing in the shower.
C-1 - Set daily, short term and long term goals.
C-2 - Have and use affirmations.
C-3 - Meditate.
C-4 - Read and listen to motivational and self-improvement material.
Step Two - Dress professionally.
Step Three - Professional greeting.
Step Four - Determine our customers needs.

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A-1 - Phrase our questions as either/or as often as we can.
B-1 - Avoid questions about our customer's desire or ability to buy today.

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D-1 - Understand these four human relations basics.
D-2 - Use active listening.
D-3 - Remember how to control most any argument.

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D-5 - Pace our customer.
D-6 - Lead our customer.

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D-7 - Adjust to the four types of customer temperaments.

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D-8 - Employ Neuro-Linguistic Programming.

Step Five - Presentation.

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A-1 - Take an inventory walk.
A-2 - Land them on a vehicle in stock.
A-3 - Pull it out from the line.
A-4 - Perform a six point presentation.
A-5 - Tailor the presentation to our customer's needs.
A-6 - Point out features and benefits.

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A-7 - Practice and use tie-downs.

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A-8 - Use our customer's name often.
A-9 - Keep all customers involved.
A-10 - Smile and use eye contact.
A-11 - Remember this is the last step to overtly sell ourself.

Step Six - Demonstration ride.

Step Seven - Sell the store.

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A-1 - Walk our customer through the department.
A-2 - Introduce our customer to the service manager and writers.
A-3 - Tell our customer of any special services offered.

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B-1 - Walk our customer to or through the department.
B-2 - Introduce our customer to the parts manager and counterpersons.
C-1 - Tell our customer about the dealer.

Step Eight - The write-up.

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D-1 - Use this the most basic of all closes.
D-2 - Get the objection.

Step Nine - The commitment...price.

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C-2 - Call the manager and see what today's discount is.

(Check with your manager first before using this strategy)

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C-3 - Present the today's discount price.
C-4 - Get the commitment.
C-5 - Cast doubt.
C-6 - Present the second offer and get the commitment.
C-7 - Cast doubt.
C-8 - Present the third offer and get the commitment.

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C-9 - Cast doubt.
C-10 - Get the commitment.

Step Nine - The commitment...trade-in.

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A-2 - Fill out the trade information on the worksheet.
A-3 - Fill out the appraisal slip.
A-4 - Walk around the trade-in with our customer.
A-5 - Obtain a hit figure.

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A-6 - Present the hit figure.
A-7 - Get the commitment.
A-8 - Cast doubt.
A-9 - Present the second offer and get the commitment.
A-10 - Cast doubt.

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A-11 - Present the third offer and get the commitment.
A-12 - Cast doubt.
A-13 - Get the commitment.
Step Nine - The commitment...initial investment.
Step Nine - The commitment...monthly investments.
Step Ten - The close.

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L-1 - Bypass it.
L-2 - Listen to it if it comes up again.
L-3 - Restate the objection.

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L-4 - Isolate it.
L-5 - Question it.
L-6 - Answer it.
L-7 - Confirm it.
L-8 - Close.

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N-1 - Remember that closing is a constant process.
N-2 - Want the objections, no objections equals no sale.
N-3 - Be confident.
N-4 - Memorize scripts.
N-5 - Lighten up! Don't change our demeanor and have fun!
N-6 - Stay calm.

Overcoming Objections.

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A-1 - Ignore it.
A-2 - Bypass it.
A-3 - Don't force our customer to defend something unreal or unimportant.
B-1 - Let our customer completely express their question or concern.

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B-2 - Do not interrupt.
C-1 - Paraphrase our customer's question or concern.
E-1 - Practice overcoming the most common objections often.

Follow Up.

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B-1 - Smile.
B-2 - Salutation.

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B-3 - Verification.
B-4 - Take the curse off the call.
B-5 - Introduction.
B-6 - Have one or two things we haven't told them yet.
B-7 - Answer any questions they might have.
B-8 - Set up the time to finalize the transaction.
B-9 - Thank them and get off the phone.

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A-1 - We must make sure the vehicle is clean and ready for delivery.
A-2 - Reintroduce them to the service department.
A-3 - Go over the owners manual and warranty book.
A-4 - Completely redemo the vehicle.
A-5 - DO NOT ask for referrals.
A-6 - Remember to make the delivery something special.
A-7 - Have Fun!!

Thanks again for attending and remember: Practice, Practice, Practice!!