Sales

Elevate your automotive sales skills. Gain proven strategies to connect with customers, boost sales, and enhance your closing techniques in a competitive market. Includes chapter quizzes!

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Course curriculum

1. Message from David
2. How to use DLA Online
1. The 3 Stages of Learning
2. Recognition
3. Reproduction
4. Mastery
5. Train Like a Professional Athlete
6. Failure to Train
7. Albert Einstein
8. Training on a Regular Basis
9. How Much Time to Invest Daily in Training
10. Chapter 2 Quiz
1. Why Do Customers Shop
2. Why Should I Buy a Car from You
3. The Art of Inspirational Selling
4. 5 Rules for Change
5. Customer Perceptions of Salespeople
6. Salespeople Perceptions of Customers
7. The 4 Buyer Myths
8. Myth #1 - Each Buyer is Different
9. Myth #2 - Buyers are Liars
10. Myth #3 - Qualifying Buyers
11. Myth #4 - Price
12. Why Customers are So Defensive
13. What the Customer Truly Wants
14. Chapter 3 Quiz
1. Type A Versus Type B Personalities
2. Utilizing the Wrong Personality
3. The Buyers Expectation
4. The Buyers Motivating Factors
5. The 4 Rules of Sales
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6. Rule #1 - Asking Questions that Result in Lies
7. Rule #2 - Asking Questions that Result in Answers You Do Not Want to Hear
8. Rule #3 - Asking Questions that Make Customers Defensive
9. Rule #4 - Catch the Customer Pleasantly Off Guard
10. What is Pressure
11. Pressure Words to Avoid
12. Pressure Statements to Avoid
13. Plan and Prepare
14. Chapter 4 Quiz
1. The Goal of the Meet & Greet
2. Where the Meet & Greet Takes Place
3. The Power of First Impressions
4. The Customer's State of Mind
5. The Salesperson's Attire
6. Eye Contact and Body Language
7. The Power of a Smile
8. The Importance of Name Tags
9. Verbiage That Makes Customers Defensive
10. The Meet & Greet Verbiage
11. Scenario #1 - Cordial Response
12. Mrs. or Ms.
13. Scenario #2 - First Name Only
14. Scenario #3 - Why Do You Need to Know My Last Name
15. Meet & Greet Obstacles
16. The Goal When Getting a Meet & Greet Obstacle
17. Scenario #4 - I am Just Looking
18. Scenario #5 - Is it OK if I Walk Around Alone
19. Scenario #6 - I am Not Buying a Car Today
20. Scenario #7 - What is Your Best Price on That Car Over There
21. Scenario #8 - I Do Not Have Much Time
22. Scenario #9 - My Spouse is Not with Me
23. Chapter 5 Quiz
1. The Goal of the Qualification
2. What the Goal of the Qualification is NOT
3. Why Customers Lie in the Qualification Step
4. Common Qualification Questions that Scare Customers
5. Have the Customer Qualify Themselves
6. The DLA Qualification Questions
7. Do the DLA Qualification Questions Create Lies
8. Do the DLA Qualification Questions Produce Bad Answers
9. Do the DLA Qualification Questions Create a More Defensive Posture
10. Scenario #1 - The DLA Qualification
11. Scenario #2 - I am Not Sure if New or Used
12. Scenario #3 - Why Do You Need to Know My Last Name
13. Scenario #4 - Can You Help Me if I Have Bad Credit
14. Chapter 6 Quiz
1. The Goal of the Inventory Walk
2. Rules of an Inventory Walk
3. Being a Good Listener
4. 3 Stages of Listening
5. Know Your Product
6. Know Your Inventory
7. Where to Begin and Why
8. Verbal and Physical Signs
9. Scenario #1 - The Car is Too Small
10. Scenario #2 - Car is Too Expensive
11. Scenario #3 - I Do Not See a Color I Like
12. Chapter 7 Quiz
1. Goal of the Selection
2. Transitional Phrase to the Selection
3. The Benefits of the DLA Selection Transitional Phrase
4. Customer Perception to the DLA Selection Transitional Phrase
5. Steps to Follow When Returning with the Keys
6. The Importance of Step #6 When Returning with the Keys
7. Scenario #1 - I Don't Need to Sit in the Car
8. Scenario #2 - I Will Sit in the Car but I Do Not Want to Drive it
9. The Benefits of Selling Out of Stock
10. Scenario #3 - I Do Not See a Color I Like
11. What Never to Say in the Selection Process
12. Chapter 8 Quiz
1. Goal of an Internal Presentation
2. What is Mental Ownership
3. The Two Parts of the Internal Presentation
4. Features and Benefits to Present
5. Safety Items to Present
6. The Ownership Position
7. Interpreting Customer Reactions
8. Transitional Question to Demonstration Drive
9. Chapter 9 Quiz
1. Goal of the Demonstration Drive
2. Why Customers Fear a Demonstration Drive
3. The Length of the Demonstration Drive
4. The Negatives of a Planned Demonstration Route
5. The Demonstration Drive Route
6. How to Insure a Longer Demonstration Drive
7. Common Questions Salespeople Ask on a Demonstration Drive (Car)
8. Common Questions Salespeople Ask on a Demonstration Drive (Personal)
9. Who Should Talk During the Demonstration Drive
10. Benefits of Being Silent
11. Where to Park the Car When Returning from the Demonstration Drive
12. 2 Places Never to Park the Car When Returning from the Demonstration Drive
13. Scenario #1 - I Do Not Want to Drive the Car
14. Scenario #2 - I Don't Have Much Time
15. Scenario #3 - I am Not Familiar with the Area
16. The Mirror Effect
17. Chapter 10 Quiz
1. Goal of the External Walk Around
2. The 2 External Presentations
3. The Factory Walk Around
4. The Safety Presentation
5. The 2 Types of Safety Features
6. The Benefit of Doing a Safety Presentation
7. Government Regulated Safety Features
8. Discerning Customer Priorities
9. Chapter 11 Quiz
1. Where is the Customer's Defensive Posture at This Point
2. The Pros of a Trial Close
3. The Cons of a Trial Close
4. What the Customer Hears When a Trial Close is Utilized
5. Common Trial Closes
6. Scenario #1 - Terms & Numbers
7. Scenario #2 - Scale of 1 - 10
8. The Only Acceptable Verbiage
9. The Soft Words in the DLA Acceptable Verbiage
10. Will We Ask for the Sale Today
11. Chapter 12 Quiz
1. The 3 Things You Sell
2. Goal of the Service Walk
3. Transitional Phrase to the Service Walk
4. The Walk & Talk
5. About Most Service Departments
6. Master Technician
7. Features & Benefits to Sell
8. Introduce the Customer to Service Manager or Service Advisor
9. Introduction Presentation
10. If Service Manager or Service Advisor are Not Available
11. Chapter 13 Quiz
1. It Starts Now
2. Building Customer Loyalty
3. Structuring the Follow-Up Process
4. Earning Customer Referrals
5. Customer Care Excellence
6. Personalizing Customer Service
7. Knowing Your Boundaries
8. Building Generational Customer Loyalty
9. Chapter 14 Quiz

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167 lessons

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Sales

Course curriculum

Introduction

Training

Understanding Your Customer

Rules of Sales

The Meet & Greet

Qualification

Inventory Walk

Selection

Internal Presentation

Demonstration Drive

External Walk Around

Trial Closes

Service Walk

Creating a Customer for Life

About this course

Discover your potential, starting today