Contents At-A-Glance

Class CTS101

Prepared by:

DealershipUniversity

Phone: / (877) 242-4472
Fax: / (770) 692-1754
Address: / 6000 Shakerag Hill
Suite 108
Peachtree City,GA30269
E-mail: /
Internet: /

© Copyright 2008 DealershipUniversity. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission from DealershipUniversity.

Dealership University™, Quick Start™, Quick Quiz™, and Quick Takes™ are trademarks of DealershipUniversityand may not be used without permission. The names of other companies, products and services may be the property of their respective owners.

CTSParticipant WorkbookTable of Contents

Contents At-a-Glance

Introduction

Quick Reference Guide

Program Calendar

Lesson 1: Quick Launch: Introduction by Tory

Lesson 2: The ‘Other Than’ Close...... 7

Lesson 3: Feel, Felt, Found Close...... 8

Lesson 4: The Secondary Close...... 9

Lesson 5: If I Could Would You?

Lesson 6: The Gas Savings Close

Lesson 7: The 4-Square part 1

Lesson 8: The 4-Square part 2

Lesson 9: The 4-Square part 3

Lesson 10: The Puppy Dog Close

Lesson 11: The Assumptive Close

Lesson 12: Don’t Pull the Triggor too quick!

Lesson 13: The Ben Franklin Close

Lesson 14: The T/O Close...... 19

Lesson 15: The Yes Close

Lesson 16: The F/U Close

Lesson 17: 5 into 1 Close...... 22

Lesson 18: Silence is Golden Close...... 23

CTSParticipant WorkbookIntroduction

Introduction

Welcome to Dealership University’s Closing the Sale™ Class

Over the next week, our Quick Start Program will arm you with proven techniques to Close the Sale.The class will be conducted by DealershipUniversity’s lead instructors, offers an in-depth sales training curriculum which will coveryour roles and responsibilities as part of the dealership sales team, techniques and phone skills. Although the lessons are available online, the Dealership UniversityClosing the Sale program is structured in a class format that lasts one week. To maintain class unity, each participant is required to follow the program calendar found in Section 3 of this workbook. Upon successful completion of the program, you will be awarded the Dealership UniversityClosing the Sale Certificate of Achievement. Your participation and progress will be closely monitored by our instructors. If at any time, you have a question or require additional assistance, please feel free to contact your DealershipUniversity instructor.

DealershipUniversity specializes indeveloping and delivering interactive online training solutions for the powersports industry. Our experienced trainers possess years of dealership experience and work hand-in-hand with powersports OEMs, distributors and dealers nationwide to create educational solutions that foster success and improved productivity among dealership staff. The University currently offers a diverseportfolio of online trainingthatincludes Product Knowledge, Sales, Finance & Insurance, Parts & Accessories, and Service training. Unlike other training organizations, DealershipUniversity’s training solutions are all delivered over the Internet using the latest audio, video and e-learning tools. By using these delivery methods, DealershipUniversity’s training courses and classescreate a more engaging experienceand a high-level of retention. Additionally, since our training is available online 24 hours a day, 7 days a week, it creates a more flexible learning environment that won’t interfere with your personal and professional commitments.

The Closing the Saleprogram has been designed to provide you with a structured learning environment that will help you prosper in the exciting Powersports Industry. Whether you’re a seasoned veteran or a new hire, our objective is to arm you with knowledge required to master new skills or hit the ground running with the confidence to succeed in this rewarding and gratifying career field.

The Dealership UniversityQuick Start program is an online training class. Therefore, computer access with email and Internet capability is required to complete the training lessons, quizzes and final exam. As stated above, the Quick Start program is structured in aninstructor-led, class format that lasts one week. A

qualified DealershipUniversity instructor will be assigned to facilitate your “Quick Start” class and monitor the participation and performance of each participant in the class. As in any class learning experience, the instructor will be available to each participant on an as-required basis. Email is the preferred method of communication between instructor and participant.

As a result of the rapid schedule, we ask that you follow the program calendar closely in order to maintain class unity and achieve your desired results. Upon successful completion of the Quick Start program, you will be awarded the Dealership University Quick Start Sales Certificate of Achievement.

This Training Workbook contains all of the support material you will need to successfully participate in the class and complete the program. This workbook is comprised of five sections.

Section One is the Introduction.
Section Two is the Dealership University Quick Reference Guide.
Section Three contains the Program Calendar.
Section Four contains the Lesson Guides.



CTSParticipant WorkbookQuick Reference Guide

Quick Reference Guide

CTSParticipant WorkbookProgram Calendar

Program Calendar

DATE: Day 1 / DATE: Day 4
Lesson 1: Introduction by Tory / Lesson 12: Don’t Pull the Trigger TooQuick!
Lesson 2: The ‘Other Than’ Close / Lesson 13: The Ben Franklin Close
Lesson 3: Feel, Felt , Found Close / Lesson 14: The T/O Close
Lesson 4: The Secondary Close / Lesson 15: The Yes Close
DATE: Day 2 / DATE: Day 5
Lesson 5: If I Could Would You? /  Lesson 16: The F/U Close
Lesson 6: The Gas Savings Close /  Lesson 17: 5 into 1 Close
Lesson 7: The 4-Square /  Lesson 18: Silence is Golden Close
Lesson 8: The 4-Square part 2 / CTS Final
DATE: Day 3
Lesson 9: The 4-Square part 3
Lesson 10: The Puppy Dog Close
Lesson 11: The Assumptive Close

CTSParticipant WorkbookLesson Guides

Lesson 1Quick Launch: Introduction by Tory

/ Scheduled Completion Date: / Day 1 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |What are the different types of learning?:
Section 2 |What are their retention levels?:
Section 3 | What does P.D.R. stand for?:
Section 4 | Why is simulating the real experience beneficial?:
Section 5 | What is “Active” Learning?:
Other Notes:

CTSParticipant WorkbookLesson Guides

Lesson 2The ‘Other Than’ Close

/ Scheduled Completion Date: / Day 1 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |What is usually required before a customer will give a “yes” buying decision?:
Section 2 |Utilizing the ‘Other Than’ Close leads to:
Section 3 | What can you confirm about theproduct with the “other than” close?:
Section 4 |What can you find out using the “other than” close?:
Section 5 | Why do you need to reveal small obstacles?:
Other Notes/Comments:

Lesson 3Feel, Felt, Found Close

/ Scheduled Completion Date: / Day 1 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |What does utilizing Feel, Felt, Found do?:
Section 2 |Should you ask for the sale immediately?:
Section 3 |What makes up the value triangle?:
Section 4 | What two things should you do before attempting to close the sale?:
Section 5 | Increase Closing Sales:
Section 6 | In order to increase our closing rate we must convert:
Other Notes/Comments:

Lesson 4The Secondary Close

/ Scheduled Completion Date: / Day 1 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |Are the people we talk to daily just wasting our time?:
Section 2 |What is the close?:
Section 3 |Should we be shy about attempting to close?:
Section 4 | What is the focus of thesecondary close:
Section 5 | What are some types of secondary items?:
Other Notes/Comments:

Lesson 5If I Could Would You?

/ Scheduled Completion Date: / Day 2 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |List two closes that make holding margins difficult:
Section 2 | In sales, what should you never do to a customer?:
Section 3 | If a hardball customer comes in demanding a price you should:
Section 4 | Talk bike on your feet, and what on your seat?:
Section 5 | What percentage of sales are made after multiple closing attempts?:
Other Notes/Comments:

Lesson 6The Gas Savings Close

/ Scheduled Completion Date: / Day 2 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |Are gas prices a customer concern?:
Section 2 |How have gas prices influenced customers regarding motorcycles?:
Section 3 | How does the gas price close raise the value owning a motorcycle?:
Section 4 | Although it won’t work with every customer, the gas price close can often overcome what objection?:
Section 6 | When you find a customers hot buttons, you have to:
Other Notes/Comments:

Lesson 7The 4-Square part 1

/ Scheduled Completion Date: / Day 2 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |What 4 factors play into a customers buying decision?:
Section 2 |The goal of the 4-Square Approach is to focus the customer on:
Section 3 | Negotiating based on price leads to what?:
Section 4 | What is the number one reason a customer buys from a dealership?:
Section 5 | Why should we discuss monthly payment rather than total price?:
Other Notes:

Lesson 8The 4-Square part 2

/ Scheduled Completion Date: / Day 2 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |What is the goal of the 4-Square?:
Section 2 |What hot buttons can you uncover using the 4-Square?:
Section 3 | While using the 4-Square, we should handle each objection while shifting the emphasis to what?:
Section 4 | What detail do you need to consider in your strategy?:
Section 5 | If a customer gets upset at their trade-in value should we let them walk?:
Other Notes:

Lesson 9The 4-Square part 3

/ Scheduled Completion Date: / Day 3 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |What is one critical component of negotiation?:
Section 2 |Larger down payments can free up more credit which can do what three things?:
Section 3 | What is typically true when customers tell you how much they can put down?:
Section 4 | What is a great phrase to maximize down payments?:
Section 5 | What does allowing the customer to negotiate the down payment do?:
Other Notes:

Lesson 10The Puppy Dog Close

/ Scheduled Completion Date: / Day 3 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |When should youutilize the Puppy Dog Close?:
Section 2 |What is the key to the Puppy Dog Close?:
Section 3 | Why is the Puppy Dog Close and advantage?:
Section 4 |Combining your selling ability with the excitement of actually riding the motorcycle creates what type of situation?:
Section 5 | Why is the additional sales opportunity worth the risk of the bring back?:
Other Notes:

Lesson 11The Assumptive Close

/ Scheduled Completion Date: / Day 3 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |Why should you try multiple closing techniques?:
Section 2 | What is the key to The Assumptive Close?:
Section 3 | Why should you practice closing techniques?:
Section 4 | List 5 things that have negative impacts on closing:
Section 5 | When is it time to assist customers in making ‘Yes’ Buying Decisions?:
Other Notes:

Lesson 12Don’t Pull the Trigger Too Quick!

/ Scheduled Completion Date: / Day 4 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |Is there a closing technique that works every time?:
Section 2 |How do you Approach a hardballer tha immediately asks for the price, do you give it to him?:
Section 3 | How do you control negotiations with a hardballer?:
Section 4 | What must you do before attempting to close the sale?:
Section 5 | Pulling the trigger too quickly leads to:
Other Notes:

Lesson 13The Ben Franklin Close

/ Scheduled Completion Date: / Day 4 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |A great closing technique for unsure customers is:
Section 2 |What did Ben Franklin do when faced with a difficult choice?:
Section 3 | What does having more reasons to own than not to own do for the customer?:
Section 4 | What can you discover by making a list of ‘pros and cons’ with the customer?:
Section 5 | What kind of customer is best for this close?:
Other Notes:

Lesson 14The T/O Close

/ Scheduled Completion Date: / Day 4 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |Closing skills are important, but what else do you need to have?:
Section 2 |What is the turnover?:
Section 3 | According to JD Powers Study Results, what is important to customers?:
Section 4 | List the benefits of the turnover:
Section 5 |What are customers likely to do when they know and like someone in management?:
Other Notes:

Lesson 15The Yes Close

/ Scheduled Completion Date: / Day 4 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |What are “Yes Questions”?:
Section 2 |What two other things are yes questions called?:
Section 3 | What kind of impact do several minor ‘Yes’ decisions have on the buying decision?:
Section 4 | ‘Yes’ Answers imply what two things?:
Section 5 | What does getting more ‘Yes’ answers do to the closing ratio?:
Other Notes:

Lesson 16The F/U Close

/ Scheduled Completion Date: / Day 5 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |List two ways to follow up:
Section 2 |What percentage of sales opportunities will come back with proper follow up?:
Section 3 | Who creates closing opportunities instead of expecting them?:
Section 4 | What is the premise of the F/U close?:
Section 5 | Why is the saying ‘The Be back Bus Don’t Come Back’ mostly true?:
Other Notes:

CTSParticipant WorkbookLesson Guides

Lesson 175 into 1

/ Scheduled Completion Date: / Day 5 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |What goes Hand-in-Hand?:
Section 2 |What percentage of sales come from multiple closing attempts?:
Section 3 | Having multiple closing techniques in your toolbox allows you to:
Section 4 | The more closes you know, the more professional you are at :
Section 5 | Your closes should compliment your:
Other Notes:

Lesson 18Silence is Golden Close

/ Scheduled Completion Date: / Day 5 / Start Time:
Actual Completion Date: / End Time:
/ Lesson Notes
Section 1 |After asking a final closing question, it is time to:
Section 2 | ‘You’ve Got Two Ears and One Mouth’ means that:
Section 3 | By being quiet after asking the closing question, the customer will do one of two things – what are they?:
Section 4 | By asking for the sale you’ve either:
Section 5 | Is breaking an uncomfortable silence a good idea?:
Other Notes: