Table of Contents

CONTENTS

CONTENTS

PREFACE

INTRODUCTION

1. WHAT TYPE OF PERSON SUCCEEDS IN THE CAR BUSINESS?

2. PRELIMINARY STEPS IN PREPARING FOR A SALES CAREER

3. HOW TO SELECT YOUR EMPLOYER

4. DEVELOP THE PROPER MINDSET

5. HOW TO SURVIVE YOUR TRAINING PERIOD

6. AFTER BASIC TRAINING — YOUR NEW TRIALS BEGIN

7. PROSEPECTING AND FOLLOWUP

8. MEET AND GREET

9. QUALIFICATION AND SELECTION

10. THE USED VEHICLE SALESPERSON

11. THE DEMO DRIVE

12. LET’S NEGOTIATE — THE OFFER PROCESS

13. “ENTER THE CLOSER”

14. PROFIT

15. LEASING – THE HISTORY, THE CALCULATION AND PRESENTATION

16. CLOSERS JOB ONE – TRAINING ON CLOSING SCENARIOS

17. HANDLING THE “MAVEN” (For Salespeople and Closers)

18. “A FEW SHORT CLOSES”

19. TIPS FOR SALESPEOPLE

20. BUY IT NOW?

21. QUIT SMOKING – HOW? – I’LL SHOW YOU!

22. DEVELOPING A RELATIONSHIP

23. OPEN THOSE ARMS!

24. HOW TO CALCULATE A PAYMENT

25. EARN A BONUS

26. “SWITCH” CARS – WHY AND HOW

27. SOS AND YOUR BODY LANGUAGE

28. SEATING YOUR CUSTOMERS

29. BUILDING RAPPORT

30. THE “COLUMBO CLOSE”

31. KEEP SCORE

32. IMPORTANT PREFACE FOR CLOSING

33. DEFENDING YOUR POSITION

34. THE $950.00 SANDWICH!

35. MANAGERS: HOW TO FIND GOOD SALESPEOPLE

36. SALESMANAGERS: HOW TO DESK A DEAL

37. CLOSERS: CAN YOU WRITE UPSIDE DOWN?

38. WHAT IS THE REAL REASON?

39. MORE FOR TRADE! NO!

40. TELEPHONE PROCEDURES

41. INCOMING CALLS — IS IT OKAY TO LIE?

42. THE INTERNET – LEARN IT, USE IT, AND PROSPER

43. PROPER APPOINTMENT PROCEDURE!

44. GRATUITIES TO PAY

45. DO I HAVE TO TELL THE TRUTH?

46. A FURTHER NOTE ON SELLING USED CARS

47. TO THE DEALER PRINCIPAL AND GENERAL MANAGER

48. SHYNESS – OR COASTING?

49. CLOSERS – KEEP AWAY UNTIL IT’S TIME!

50. WATCH OUT FOR THE MIND GAMES

51. GO AHEAD, REINVENT THE WHEEL!

52. “TAKE A TURN” (Mandatory reading for managers!)

53. WE ALWAYS COMMIT FIRST!

54. TAX DEDUCTION - ON LEASES ONLY?

55. CLOSERS - DON'T MAKE "THE DESK" WEAK!

56. LUXURY CAR BUYERS - WORKING THE DEAL BACKWARDS

57. WHEN YOUR BLUFF IS CALLED - REASONS TO CONTINUE NEGOTIATING

58. SELL FROM THE OTHER GUY'S STOCK!

59. A FINAL WORD TO CLOSERS

GLOSSARY OF TERMS