- Receptionists & Support Staff

• Answering Phones

• Greeting Walk ins

• Taking Messages

• Directing Traffic

• Interacting with Staff (Sales People, Managers, Service)

• Good Money Practices (Receipts, Deposits etc.)

- BDC Representatives

• Answering Phones

• Gathering the right information from callers

• Controlling the conversations

• Setting & Verifying Appointments

• Relentless Follow up

• Knowing when to close on the phone

• Keeping accurate information in the CRM

• Interacting with Staff (Sales People, Managers, Service)

​- BDC Managers

• Answering Phones

• Gathering the right information from callers

• Knowing When to TO (Take Over) the calls

• Knowing when & how to close on the phone

• Keeping accurate information in the CRM

• Training BDC Reps

• Knowing how to tell if BDC Rep is being deceitful 

• Interacting with Staff (Sales People, Managers, Service)

- Sales People

• Greeting Walk ins (First 6 seconds are everything)

• Gathering the right information from Walk ins (Qualifying)

• 11 Steps of an Auto Sale (Walk around, Test Drive etc.)

• Asking for the Deposit (Critical, Most Sales People do NOT)

• How to get Good CSI Score 

• Keeping accurate information in the CRM

• Follow Up (Email, Calls)

• Asking for Referrals (Sales People just do NOT ask)

• Interacting with Staff (Managers, Support & Service)

- New & Used Sales Managers

• Gathering the right information from sales people (Desking)

• Knowing When to TO (Take Over) the Walk ins

• Knowing when & how to close Walk ins

• Knowing when and when NOT to quote price (Simple yet not practiced)

• Knowing how to let the customer out properly without low balling

• Training to use CRM & Keeping accurate information in the CRM

• Training Sales & Reps

• Used Car Appraisals & Value recogition

• Knowing how to tell if Sales Rep is being deceitful 

• Interacting with Staff (BDC, Managers, Service, Support Staff)

- Finance & Business Managers

• Gathering the right information from sales people & Sales Managers

• Relationships with Banks and Vendors

• Getting Approvals 

• Switching Customers into the right program

• Explaining Credit Issues and Bumps in Payments

• Menu Selling

• Keeping accurate information in the CRM

• Knowing how to tell if Sales Rep or Customer is being deceitful 

• Interacting with Staff (Sales People, Managers, Service, Support Staff)

- General Managers & Vice Presidents

• Holding Your Staff Accountable

• Reading the Financial Statement

• Modern Advertising and Marketing (What really works)

• Holding Meetings

• Vendor Accountability

• Wholesale Profitability (Big one for GMs)

• Ordering Cars and Inventory Control

• Interaction with the Factory and Captive Banks

• Training Managers (Sales, Service, Parts, BDC)

• Knowing how to tell if one of your staff is being deceitful 

• Interacting with Staff 

• Setting Realistic Goals for yourself

• Keeping Records

- Service Writers

• Greeting Service Walk ins (First 6 seconds are everything)

• Gathering the right information from Service Walk ins (Qualifying)

• Asking for the Work (Critical, Most Writers do NOT)

• How to get Good CSI Score 

• Keeping accurate information in the DMS

• Follow Up (Email, Calls)

• Asking for Referrals (Writers just do NOT ask)

• Interacting with Staff (Technicians, Managers, Parts, Support & Sales)

- Service Managers

• Gathering the right information from Writers & Customers

• Knowing When to TO (Take Over) the Service Walk ins

• Knowing when & how to close Service Walk ins

• Knowing how to let the customer out properly without low balling

• Training to use DMS & Keeping accurate information in the DMS

• Training Writers, Technicians and Support

• Knowing how to tell if Writer or Customer is being deceitful 

• Interacting with Staff (BDC, Managers, Sales, Support Staff)

- Parts Managers

• Gathering the right information from Writers & Customers

• Knowing how to let the customer out properly without low balling

• Training to use DMS & Keeping accurate information in the DMS

• Training Parts Counter, Technicians and Support

• Inventory Control

• Knowing how to tell if Writer or Customer is being deceitful 

• Interacting with Staff (BDC, Managers, Sales, Service, Support Staff)