1. While there are many steps in the sale of an automobile, perhaps the most important – and most difficult to do well – is presenting the vehicle. During the vehicle presentation, you must determine the customer’s needs and wants, select a vehicle that meets both and craft a presentation that allows the customer to experience how his/her needs and wants are met. In this course, you will learn the essential skills to help you develop a customized vehicle presentation, sell more vehicles and create customers for life. Introduction

2. Customers are different. Some come in knowing exactly what they want and you task is simply to write up the order. Other are less sure and look to you to help them find a vehicle that meets their needs. Others still are reluctant and distrustful – perhaps dragged into the dealership by a spouse or friend. You job in each case is to help them find a vehicle that meets their needs and present it to them in a convincing and persuasive manner. In this course, we will draw upon your previous sales experience and allow you to apply what you know to some complex situations. We will also introduce a suit of new skills to help you assist your customers in a more effective manner.

3. Let’s start with a scenario: A customer comes into your dealership, walks straight up to you and tells you he is interested in a Chrysler Sebring Cabrio and asks for a test drive. Let’s see how this plays out. Presenting the Vehicle

4. Customer: “Hi. I love this car! I’d like to take it for a ride then you can write me up!” Consultant: “Well, I’d be happy to. This is a great vehicle... What do you like about it the most?” Customer: “Everything! I love the way it looks... I love these line- things running down the side... I love the fact that I can drive around with the top down, and it looks like there’s plenty of room in the back for my kids” Consultant : “I agree, it is a great looking vehicle. How old are your kids? Customer: “One is four, the other just a year and a half – both girls, they mean the world to me” Presenting the Vehicle

5. Presenting the vehicle Consultant : “Kids are great at that age – do they every bring along anything on trips?” Customer: “Oh yeah, tons of stuff. Sally, she’s the little one, won’t go anywhere without her teddy – and then we’ve got all the typical toddler stuff too. And it seems Gloria packs here own suitcase whenever I tell here we’re going somewhere” Consultant : “Yeah, my kids are the same way, so I certainly know what you mean. Have you been looking at any other vehicles beside the Sebring?” Customer: “Just the Corolla. I don’t really like it all that much – it just looks so boring – but my husband is big on the whole quality thing and he thinks it would be a better investment.”

6. Presenting the vehicle Consultant : “So quality is important to your husband. Besides style and quality, what else are you two looking for in a vehicle?” Customer: “Like I said, styling is very important. But I also want something that just a little different, something fun to drive and cool be to seen in – I don’t want a car that looks like every other car in the parking lot. Consultant : “I also seems like interior room might be important – with Sally and Gloria, and all their stuff, in the back seat” Customer: “Definitely – and I want a car that’s safe. That’s another reason my husband is so keen on the Corolla.”

7. Presenting the vehicle Consultant : “Here... why don’t you climb in? I’ll get the keys in just a second, but let me show you a few features you might find interesting. Customer: “Sure... “ Consultant : “You mentioned that quality is important to your husband. Run your hand along the dash, just where the top and sides meet. See how tight the seem runs – perfectly straight and smooth. That’s a great indicator of fit and finish, a good way to tell how well the car is built. Did you know that in many respects, Chrysler does a better job at insuring the quality of their cars than Toyota?” Customer: “Well, no, I didn’t. My husband will be surprised.

8. Presenting the vehicle Consultant : “Here, lean over an pop that little switch on the center armrest.” Customer: “This? Cool. What is this?” Consultant : “ Well, it’s a couple of things. First, the entire center armrest slides back – almost completely into the back seat. This would be a great place to store sally and Gloria’s stuff – at least the smaller stuff. They can get at it when you want them to, but you can also close it up to keep everything neat and clean. I also has a built-in iPod cradle that automatically connects to the stereo. And look at all the little storage cubbies in the back doors and in the dash. Plenty of room to keep everything for your kids.”

9. Presenting the vehicle Consultant : “I’ll go grab the keys. Just make yourself comfortable and I’ll be right back.” Customer: “ OK” Consultant(returning): “Here you go (handing keys over). Before we go, let’s put the top down so you can get the full cabrio experience. Just put the key in the ignition and press this button here (top goes down). Customer: “Om my gosh – I thought you had to do that by hand!” Consultant : “Nope, fully automatic – and it’s covered by the 60,000 mile, 6-year bumper-to- bumper warranty.

10. Presenting the vehicle Designers note: This dialogue will go on demonstrating the entire vehicle presentation from start to finish. Too much to recreate here, this this should convey the idea.

11. Presenting the vehicle Consultant: “Well, was it everything you expected? Would you like me to get one prepped for you?” Customer: “Please. Do you have one in silver with the limited package like this one has?” Consultant: “Yup – I just checked inventory shortly before you came in. We should have two, and one has the trim level you’re looking for. Let’s go inside and get you written up. Customer: “Cool. I can’t wait to get out on the road. Think I’ll take the long way home.”

12. Presenting the Vehicle OK – not that you have seen how it’s done, you give it a try. Here is another scenario...

13. Scenario 2: A couple comes into your dealership. The woman (Sharon) is interested in looking at a 2010 Jeep Grand Cherokee, but her husband (Dean) is less than enthusiastic. Presenting the Vehicle 2

14. What would you do? Ask the couple what vehicle they are driving now Ask Dean why he doesn’t like the Grand Cherokee Ask Sharon what she likes about the Grand Cherokee Ask Sharon what she likes about the Grand Cherokee Presenting the Vehicle 2

15. Presenting the vehicle 2 Correct! Asking the couple what they are driving now would probably be the best approach. Most married couples share in the purchase decision, so you will want to engage them as a couple (the other two options only address one or the other – and will solicit responses that will only highlight the difference of opinions. Also, determining what they are currently driving can open up additional avenues to gather information. Next

16. Presenting the vehicle 2 They’re might be a better way... Asking Dean why he doesn’t like the vehicle will only serve to reiterate that he doesn’t like it. While it is important to uncover his objections, there are better ways to accomplish this goal. Back

17. Presenting the vehicle 2 They’re might be a better way... While this would be a good way to uncover Sharon’s specific buyer motivations, it will do nothing to address Dean’s (yet unknown) objections. Back

18. Presenting the vehicle 2 So, you ask the couple what they are currently driving, and Sharon responds “A 2006 Ford Explorer”. Dean adds (speaking more to Sharon than to you), “which we love and don’t really need to replace. What should you do next? Point out advantages of the Grand Cherokee over the Ford explorer Point out advantages of the Grand Cherokee over the Ford explorer Ask what they like about their Ford Explorer Explain how the Grand Cherokee has many things in common with the Ford Explorer Explain how the Grand Cherokee has many things in common with the Ford Explorer

19. Presenting the vehicle 2 They’re might be a better way... Because you know your products and their competitors so well, you could list the advantages of the grand Cherokee over the explorer, but you have not yet determined which features to focus on – what Sharon and Dean’s buyer motivations are. Back

20. Presenting the vehicle 2 Correct! Asking what they like about their current vehicle will help you determine their buyer motivations – what they are looking for in a new vehicle. Most customer will start with their likes, but also mention – one their own accord – those things they dislike about their current vehicle as well. Next

21. Presenting the vehicle 2 This would be premature... You could point out those features and capabilities the Grand Cherokee and Ford explorer share – but you’re not yet sure what they like about it (or even if Sharon likes it at all – we only know Dean does). Back

22. Presenting the Vehicle 2 You ask Dean and Sharon what they like about their Ford Explorer. Dean : “It’s my truck – granted, we both drive it, but I think of it as more of a tool than anything else. It’s got great cargo room and clearance – I can take pretty much anything anywhere. We also like to go camping – and it can’t be beat off road” Sharon (mostly directed to Dean): “OK, you do drive it more than I do – but when I drive it, it feels like that old pick-up you had when we were first married. I hated that thing.”

23. Presenting the Vehicle 2 What do you do next? Ask Sharon what she hated about Dean’s Old pickup Ask Dean what else he likes to do with his “truck” Ask the two of them what their perfect vehicle would be like – something they would both be happy to drive Ask the two of them what their perfect vehicle would be like – something they would both be happy to drive

24. Presenting the vehicle 2 May not be the best approach... Try to avoid asking about what a customer does not like – especially when it involves something someone else liked (or likes) very much. Asking Sharon what she did not like about Dean’s old truck may provide useful information, but it would also create tension between your two customers. Back

25. Presenting the vehicle 2 Correct! This is the best next step. By asking Dean what he liked best about his old truck, you will uncover additional buyer motivations from him. Since he is more likely to raise objections to the Grand Cherokee than Sharon, his buyer motivations are more important to uncover at this point. Next

26. Presenting the vehicle 2 This might be premature... It might be a bit early to ask your customer to “come together” on an ideal vehicle – essentially, you’re asking them to compromise on a vehicle by themselves. A large part of the vehicle presentation process is to find a vehicle that will meet both sets of wants and needs (both Sharon’s and Dean’s). If a gap exists, you will need to bring them together – demonstrate how a vehicle on your lots actually is their ideal vehicle. Don’t ask them to do this for you. Back

27. Presenting the Vehicle 2 Scenario would continue from this point through asking for the sale – just trying enough at this point to give a “feel” for how the second instance of the problem would proceed.

28. Presenting the Vehicle 2 OK – now that we have seen an example of how to present a vehicle at retail, and given it a try yourself, let’s take a look at the skills that go into doing this the right way.

30. Component Skills List Presenting a vehicle involves four component skills: SUVPS Organizer Product Presentation Customized Walkaround Demonstration Drive Let’s explore each in turn.

32. SUVPS Organizer First, we need a way to organize and retain important information about the vehicles you sell. The SUVPS organizer provides a convenient means for learning, retaining and explaining key features about any vehicle to your customers. Let’s see which classifications categories comprise the SUVPS Organizer.

33. SUVPS Organizer SUVPS categories for organizing and presenting vehicle features include: Safety/Security Utility Value Performance Styling Let’s look at the definition of each, as well as a few vehicle feature examples...

34. SUVPS Elements– Safety/Security Definition: The customer needs to feel safe and secure while driving the vehicle Feature Examples: Electronic Stability Control (ESC), Air Bags

35. SUVPS Elements – Utility Definition: The customer seeks comfort convenience and flexibility Feature examples: towing capacity, Stow ’n Go® seating, power sliding doors

36. SUVPS Elements – Value Definition: The customer is looking for the most vehicle for the money Feature examples: corrosion protection, long standard features list, World Class Manufacturing

37. SUVPS Elements – Performance Definition: The customer is interested in how the vehicle drives Feature Examples: vehicle acceleration, SLA suspension, 4WD

38. SUVPS Elements – Styling Definition: The customer wants a good-looking vehicle Feature examples: large wheels, high beltline, bold design, ergonomic interiors

39. SUVPS Organizer These five categories align to primary customer buyer motivations. Some customers are more concerned about safety, other more concerned about performance, while others are concerned about other categories or groups of categories. Being able to learn and categorize vehicle features by customer buyer motivations will help you recall those vehicle features that are most important to your customers.

40. SUVPS Organizer Now that we know what SUVPS is, let’s see what we need to do to learn the SUVPS features for the vehicles we sell...

41. SUVPS How To The information you need organize SUVPS features can be found in the vehicles product guide.

42. SUVPS How To For example, features that fall under the Safety and Security category for Dodge Nitro include: Electronic Stability Control (ESC) Four-Wheel Disc Brakes with ABS Tire Pressure Warning Lamp and Available Tire Pressure Display Active Front Head Restraints Supplemental Side-Curtain Air Bags with Roll-Sensing Technology Rear Park Assist System

43. SUVPS How To In each vehicle Product Guide, features have also been categorized for Utility, Performance, Value and Styling.

44. SUVPS How To Now that you know where to find the information, let’s see how well you can categorize some key vehicle features!

46. SUVPS Practice For each vehicle feature, select the correct SUVPS category by clicking on the appropriate letter. For an example, click here: Feature: Electronic Stability Control (ESC) with Brake Assist, all-speed traction control, Trailer Sway Control and Electronic Roll Mitigation SUVPS Example

47. SUVPS Practice During the following practice session, selecting any of the letters below will lead to feedback. To remove the feedback and try again, simply select the same letter a second time. SUVPS Click once for feedback Click a second time to clear feedback and try again.

48. SUVPS Practice Feature: Flexible Seating - the reclining second- row 40/60 split fold-flat seats with the Child Presenter feature slide forward to allow an adult to tend to a child from the driver’s seat. SUVPS Great Job! Flexible seating definitely adds to a customer’s comfort, convenience and flexibility. While there may possibly be some safety benefits of flexible seating, this is not the best choice. Please try again. Flexible seating may highlight the value of the vehicle for some customers, but this is not the best answer. Please try again. OK – there is no way flexible seating contributes to our definition of performance. Hang you head in shame and try again. Yes, the seats do look nice, but this is not one of the key styling cues. Please try again.

49. SUVPS Practice Feature: Rear DVD System including a second- row 9-inch overhead screen, wireless headphones, remote control and six Infinity speakers with subwoofer and 368-watt amplifier SUVPS It is possible for a DVD system to provide utility for the customer, but this is not the best category. Please try again. Nope. DVD systems have little or nothing to do with safety. Please try again. Correct! Because the rear DVD systems comes standard on the many Dodge vehicle, it provides unexpected value for your customer. Nope, not performance. Please consider how the customer would respond to learning this is a standard feature on the Dodge Journey. Please try again. While the system itself is quite stylish, this is not the best category for this feature. Please try again.

50. SUVPS Practice Feature: 2.0 CRD Turbo Diesel DOHC 16-Valve I-4 Engine with 103 kW (140 Hp DIN) of power @ 4000 and 310 Nm of torque @ 1750-2500 SUVPS Not the best choice. Please try again. It’s possible that some customers may view the engine in terms of safety (reliable – won’t leave you stranded), but this is not the best choice. Please try again. Possible. Some customers may see a solid CRD as adding to the value of the vehicle. However, this may not be the nest choice. Please try again. Definitely! Power and torque are all about performance. Great job! Unless you have an engine fetish, this would definitely not be a styling feature. Please try again.

51. SUVPS Practice OK – not that we’ve become comfortable with SUVPS and have learned the key features for the vehicles we sell, we need a way to present these features to our customers. This is where the Product Drill come in...

53. Product Drill Like SUVPS, the Product Drill is an organization method. It is focused on five vehicle positions and is designed to allow the quick presentation of key features.

54. Product Drill During the Product Drill, just present one or two key features at each of the five vehicle positions. The goal here is not to tell the customer everything there is to know about the vehicle, but rather to pique their interests. When presenting:  Start at front, if possible  When done, ask customer if they have time for a customised presentation or demonstration drive

55. Product Drill If the customer is intrigued, you can ask the customer questions to uncover their SUVPS buyer motivations – to find out is most important to them in a vehicle. Once these motivations have been uncovered, you can transition into a customized product presentation, where you focus on the feature they are most interested in. Let’s see an example of how this works.

56. Product Drill The following slides contain a number of video screen-captures from a product drill for a 2005 Dodge Charger. Please see note on wiki posting addressing technical difficulties getting embedded video to run off of the wiki site.

57. Product Drill Example

60. Product Drill How To Now that we’ve seen what a product drill looks like, you may be wondering how you prepare for a product drill. The answer lies in learning your vehicle’s features and knowing where and how to present them.

61. Product Drill How To The information you need to conduct a product drill can be found in the vehicles product guide.

62. Product Drill How To For example, when presenting the driver’s side of the 2010 Dodge Journey, you should address: Electronic Stability Control (ESC)* with Brake Assist, all- speed traction control, Trailer Sway Control and Electronic Roll Mitigation Available 16-inch, 17-inch and 19-inch wheels and tyres

63. Product Drill How To Let’s look at some basic guidelines for the each of the five walkaround positions of the product drill...

64. Front Start with an opening statement – learn one for each brand and vehicle you sell. Then address engines, transmissions and any other things you feel are important to the customer.

65. Drivers Side Here’s where you can present the “Big Story” – what is it about this vehicle that makes it different from everything else on the road? Focusing on the side of the vehicle, address Wheels and tires, brakes (including ABS, TSC, ERM, BA, ESP), suspension systems and the drivetrain.

66. Rear Start at the top of the vehicle and work your way down and say what you see. For example, with the Jeep Liberty, you would address:  Liftgate with flipper glass  Reversible cargo tray  ParkSense ® Rear Park Assist System  Towing capability  Trailer Sway Control

67. Passenger Side Because there are not many features to be presented on the passenger side of any vehicle, it is best to lead off with a value statement. For example:  “This vehicle comes with more standard electronic and safety equipment than pretty much anything in its class…” Then discuss features that support your value statement  Driver and front-passenger advanced multistage air bags  Side-curtain air bags with roll-sensing technology  Five-star crash test ratings

68. Interior If the vehicle is equipped with a sunroof, start there and work your way down the center stack. Then go left to right. For example:  Sunroof: one-touch operation, removable top, Sky Slider™  Mirror: uconnect phone, auto dimming  Radio: Number of speakers, uconnect gps  Climate Control: automatic dual zone, infrared, “set and forget”  Electronic Accessories: adjustable pedals, heated seats, EVIC

69. Product Drill How To Use the product guide to learn the key features to be covered in the product drill – then practice, practice, practice. Get out on the lot with a vehicle and practice walking around the different positions and covering the recommended features until you can do it naturally in a conversational tone. Now you try...

71. Product Drill Practice During the following practice session, selecting any of the boxes below will lead to feedback. To remove the feedback and try again, simply click the same box a second time. 2.0 CRD Inline 1-4 engine 33.4 cl of boot storage 2000 kg towing capacity Click once for feedback Click again to remove feedback and try again

72. Starting at the front of the vehicle, select the best feature to address. 2.0 CRD 1-4 inline engine Product Drill Practice Not the best choice. Boot capacity is best present at the rear of the vehicle, where the customers can actually see the boot capacity. Please try again. 2.0 CRD Inline 1-4 engine 33.4 cl of boot storage 2000 kg towing capacity While towing capacity does rely on the engine (which is at the front of the vehicle), it is best to be addressed at the rear. Please try again. Correct – in final product, video would play demonstrating students choice and automatically move to the next slide after playing.

73. Moving to the driver’s side of the vehicle, select the best feature to address. 2.0 CRD 1-4 inline engine Product Drill Practice Not the best choice. All drivetrain components should be addressed at the front of the vehicle by the engine. Please try again. Electronic Stability Control Automatic 6-speed dual- clutch transaxle Chill-Zone Beverage Bin The Chill-Zone beverage bin is located on the passenger side of the vehicle above the glove compartment – which is difficult to see from the driver’s side. Please try again.. Correct – in final product, video would play demonstrating students choice and automatically move to the next slide after playing.

74. Moving to the passenger side of the vehicle, select the best feature to address. 2.0 CRD 1-4 inline engine Product Drill Practice Correct! Finished product would show presenter demonstrating feature as the student should when with the customer. Media Center N835 Radio Flip-N-Stow in-seat storage Rear Back-Up Camera Nope. This is best demonstrated at the rear of the vehicle. Please try again. The media center is in embedded in the dashboard – better to wait until the customer is inside the vehicle. Please try again.

75. Moving from a Product Drill to a Tailored Walkaround We’ve already seen how to organise vehicle features into SUVPS categories. We’ve also seen how to present these features using the five-point strategy in the Product Drill The next step in presenting a vehicle is the Tailored Walkaround – a longer and more focused vehicle presentation tailored to specific customer wants and needs.

77. Tailored Walkaround The Product Drill can serve as a walking/talking interview. If done properly, the customer will start asking questions or make statements that will reveal their SUVPS buyer motivations  For example, “Really, it has that much power?” You can also ask questions to help uncover the customer’s buyer motivations  For example, “Do you have any children?” or “Do you have any hobbies?”

78. Tailored Walkaround Besides inquiring about SUVPS buyer motivations, you can ask the following types of questions to uncover more about the customer’s buyer motivations: What are you currently driving? What do you like and/or dislike about your current vehicle? What vehicle are you interested in? What other vehicles are you considering?

79. Tailored Walkaround So, after we find out what our customer’s buyer motivations are, we need to ‘build’ a great Tailored Walkaround. Let’s see an example of one now.

80. Tailored Walkaround The following slides contain a number of video screen-captures from a tailored walkaround for the 2005 Dodge Charger. Please see note on wiki posting addressing technical difficulties getting embedded video to run off of the wiki site.

81. Tailored Walkaround Example

85. Tailored Walkaround Now that we’ve seen what a Tailored Walkaround looks like, let’s see how well you can put one together yourself. We’ll start with a customer scenario. Remember, like the previous sections, to remove feedback and try again, select your response a second time.

86. Tailored Walkaround Practice Scenario: A 28-year old woman greets you on the lot. She is interested in a 2010 Dodge Charger, but is also shopping the Nissan Altima 3.3 and the Ford Mustang GTX. She is single with no kids and wants a vehicle that matches her style and “go-get-‘em” attitude.

87. Scenario: Starting at the front of the vehicle, which feature is most appropriate? Tailored Walkaround Example Aggressive front end with bold Dodge crosshair grille 3.5 High Output petrol V6 and next- generation 5.7 HEMI® petrol V8 World-class four-wheel independent, suspension system Correct! Because your customer is primarily concerned about style (attitude), the fascia (cross-hair grille) is the best choice. (Play Video) There could be a better option. Since your customer is interested primarily in her presence driving the vehicle – move away from performance and try again. Suspension systems primarily lend themselves to performance characteristics. Your customer seems more interested in style (attitude). Please try again.

88. Scenario: Moving to the back of the vehicle, which feature is most appropriate? Tailored Walkaround Example 2000 kg towing capacity Rear Back-up Sensors Flared boot and “muscular” rear fenders Correct – in final product, video would play demonstrating students choice and automatically move to the next slide after playing. Back-up sensors have much more to do with utility than style or performance. Please try again. Towing capacity has very little to do with attitude – unless you have something very large to two. Please try again.

89. Tailored Walkaround Close To close your Tailored Walkaround, assume your customer is ready for a demonstration drive (don’t ask if they want one). Simply ask if they would like to drive first, or if they would like to ride as a passenger before getting behind the wheel.

91. Demonstration Drives The purpose of Demonstration Drive is to allow Customers to experience how the vehicle actually performs. It is essential the customer experience the vehicle, not just learn about it. Owning and driving a vehicle is a visceral experience – before they make a purchase decision, the customer must believe their experience of the vehicle matches their needs and wants.

92. Demonstration Drives Your demonstration drive should be designed to highlight the features of the vehicle that most closely meet the customer’s needs and wants – Chooses a variety of road surfaces (e.g., paved, gravel, dirt, etc.) to demonstrate the vehicle’s ride under a number of conditions – Vary between highway and back-road driving so participants can experience the vehicle(s) under various speeds Let’s see an example of one now.

93. Demonstration Drives The following slides contain a number of video screen-captures from a Demonstration Drive for the 2005 Dodge Charger. Please see note on wiki posting addressing technical difficulties getting embedded video to run off of the wiki site.

94. Demonstration Drives

98. Demonstration Drive How To A skill essential to conducting a successful demonstration drive is knowing how to use the road to highlight key vehicle features. Let’s see how this is accomplished by looking at a number of opportunities and seeing how they may be leveraged.

99. Demonstration Drive How To Railroad crossings may be used to demonstrate How quietly or smoothly the vehicle went over the tracks – highlighting both suspension and NVH qualities. Stops can be used to highlight the smoothness of breaking and features such as ABS, suspension systems and NVH.

100. Demonstration Drive How To Changing speed limits can be used to highlight vehicle acceleration, handling (if merging onto a highway) and NVH. Rough roads present an excellent opportunity to highlight a number of features, including NVH, ESP, suspensions systems, ride quality and seating comfort.

101. Demonstration Drive How To Sections of road that a curvy offer an opportunity to discuss (and perhaps demonstrate) ESP with traction control and possible ABS. Steep grades allow you to demonstrate the feel of the brake systems and the absence of brake fade while applying the brake down a long and/or steep hill

102. Demonstration Drives The key to a successful demonstration drive is to find as many opportunities to demonstrate as many features of the vehicle as possible. Plan your drive route out in advance – making sure you have enough variability to highlight all key features of the particular vehicle.

103. Demonstration Drive Practice Remember, the purpose of Demonstration Drive is to allow Customers to experience how the vehicle actually performs. Let’s try to bring a few key experiential features to life for our customer. Again, to clear feedback and try again, make your selection a second time.

104. Demonstration Drive Practice Which of the following features would be the best to high light first? Aggressive front end with bold Dodge crosshair grille Interior design and dashboard layout World-class four-wheel independent, suspension system Handling of the vehicle may be a key concern for your customer – but it is too early in the demonstration drive to address this feature yet. Please try again. Correct! “Attitude’ is important to your customer – and the race-car inspired instrumentation layout may pique the customer’s interest! Play video. While styling cues may be important to your customer, the demonstration drive is not the best time to point these out. Please try again.

105. Demonstration Drive Practice When moving on to the expressway from a side street, which feature should you address? Electronic Stability Control (ESC) 3.5 High Output petrol V6 and next- generation 5.7 HEMI® petrol V8 Short/long arm (SLA) independent front suspension Correct! The 3.5 V6 provides plenty of power for merging and accelerating in traffic. Play video. While ESC may keep the vehicle from swaying during acceleration during cornering, this is not the best answer. Please try again. While the suspension may make cornering more responsive, this is not the best answer. Please try again.

106. Demonstration Drive Practice When stopping to allow the customer to drive, which feature should you address? Classic Dodge Charger Styling AutoStick® clutchless manual shifting Near 50/50 weight distribution Correct! As you switch positions (driver and passenger), point out the classic Charger styling. (View video) Nope. It’s better to discuss shifting features when accelerating or downshifting. Please try again. Nope. Weight distribution affects cornering more than anything else (especially while accelerating). Please try again.

107. Demonstration Drive Now that we’ve seen how to leverage the SUVPS organizer, conduct a Product Drill, Tailored Walkaround and Demonstration drive, we’ll give you the opportunity to apply what you’ve learned. In the next section, you’ll apply these skills to a new customer scenario. Let’s get started!

109. Here is another Scenario: A 42 year-old man comes is looking at a vehicle on the lot. After introducing yourself, he says he’s a “lifelong Chrysler Man”, is ready to replace his old vehicle and wants to see what’s new. What would you say? Presenting the Vehicle Final

110. What would you say? “What are you currently driving?” “What are you currently driving? “Which vehicle are you most interested in?” “Which vehicle are you most interested in? “How much money are you planning to spend?” Presenting the Vehicle Final

111. “I’m driving a 2006 Town and Country Limited. I love the vehicle, but I think I need something a bit more my style” What do you say now?  And just what is that style, Mr. Cool-Guy you? And just what is that style, Mr. Cool-Guy you?  What is it about the Town and Country that no longer fits your style? What is it about the Town and Country that no longer fits your style?  What do you like best about the Town and Country? What do you like best about the Town and Country?

112. Presenting the Vehicle Final “Excuse me? Are you the only sales person here?” What do you say now?  “Yeah bud, what about it? Are you gonna buy a car or what?” “Yeah bud, what about it? Are you gonna buy a car or what?”  “Only kidding. Can you tell me more about your style?” “Only kidding. Can you tell me more about your style?”  “No, there are others. We don’t seem to be getting along anyway. I’ll call Sam over” “No, there are others. We don’t seem to be getting along anyway. I’ll call Sam over”

113. Presenting the Vehicle Final Your customer just walked away... While selling vehicles is why were here, it is not why the customer is here. The customer is in your dealership to find a vehicle that fits there needs – not make a sale that fits yours. Please try again. Back

114. Presenting the Vehicle Final Your customer just walked away... Purchasing a vehicle is a fairly big commitment, and it is essential you make your customers feel at ease and respected. Referring to your customer as “Mr. Cool-Guy” and handing him off at the first opportunity accomplishes neither. Please try again. Back

115. Presenting the Vehicle Final “We’ll, not much of anything anymore – I told you, I’m looking for something else” What do you say now?  “We’ll, what is it about the Town and Country that no longer fits your style”? “We’ll, what is it about the Town and Country that no longer fits your style”?  “Did you have anything particular in mind?” “Did you have anything particular in mind?”  “We’ll, have you seen the new 2011 Town and Country? It’s got several new features I’m sure you’ll love!” “We’ll, have you seen the new 2011 Town and Country? It’s got several new features I’m sure you’ll love!”

116. Presenting the Vehicle Final “No – I told you I wanted to see what’s new! Don’t you listen?” Asking questions and listening to your customers answers is the single most important thing you can do to increase the likelihood of making a sale. If you don’t listen to your customers, you customers will find someone (else) who will. Please try again. Back

117. Presenting the Vehicle Final Your customer just walked away... Your customer has said twice now that they are no longer interested in the Town and Country. A Sales Consultant’s job is to consult the customer so they may choose the vehicle that best fits their needs – it is impossible to consult if you do not listen. Please try again. Back

118. Presenting the Vehicle Final “I really have no idea. What do ‘ya got”? What do you say now?  “We have quite a bit – but may I ask why the Town and Country no longer fits your style?” “We have quite a bit – but may I ask why the Town and Country no longer fits your style?”  “Let’s go see. The showroom is right over here.” “Let’s go see. The showroom is right over here.”  “We’ll, I think the new 2011 Chrysler 300C SRT is about the most exciting vehicle on the market. Come on, I’ll show you one” “We’ll, I think the new 2011 Chrysler 300C SRT is about the most exciting vehicle on the market. Come on, I’ll show you one”

119. Presenting the Vehicle Final “Ummm... OK.” What do you say now?  “So... any of these babies strike your fancy?” “So... any of these babies strike your fancy?”  “Here, I’ll let you roam around and get a feel for what we have. Just give a yell if you have any questions.” “Here, I’ll let you roam around and get a feel for what we have. Just give a yell if you have any questions.”  “While we look around, can you tell me why you no longer feel “stylish” in the Town and Country?” “While we look around, can you tell me why you no longer feel “stylish” in the Town and Country?”

120. Presenting the Vehicle Final “Um... yeah, sure. I’ll just look around on my own.” More likely than not, you just lost your customer. Your customer has come in looking for your advice on which vehicle best suite his needs and wants – don’t ask him to do your job for you. Please try again. Back

121. Presenting the Vehicle Final “O... K... Perhaps I should just see myself out.” More likely than not, you just lost your customer. Nothing says “I don’t care about you” more than leaving a customer on their own who has just come in asking for your help. Please try again. Back

122. Presenting the Vehicle Final “We’ll... OK. But I’m not sure a 300C all decked out is really my style either.” What do you say now?  “No really – come on, you’ll love it!” “No really – come on, you’ll love it!”  “OK – can you tell me what you’re style is like? How do you see yourself?” “OK – can you tell me what you’re style is like? How do you see yourself?”  “We’ll if the Town and Country isn’t your style and neither is the 300C, just what the heck is!?” “We’ll if the Town and Country isn’t your style and neither is the 300C, just what the heck is!?”

123. Presenting the Vehicle Final “Ummm... is there another sales person I can talk to?” More likely than not, you just lost your customer. Your job is to determine your customers wants and needs, and then match them to the most appropriate vehicle. Ignoring what your customers say – and pushing your own agenda instead – is a great way to make them walk away. Please try again. Back

124. Presenting the Vehicle Final Your customer just walked away... Belittling your customers is about the best possible way to paint yourself in a negative light. You are there to help your customers find the best vehicle to meet their wants and needs – be patient, ask questions and focus on their needs – not yours. Please try again. Back

125. Presenting the Vehicle Final “We’ll, it depends on what you have. Why do you guy’s always jump to the money question?” What do you say now?  ”Because how much money you have pretty much determines what vehicle I can sell you. Come on, I’m only trying to do my job here.” ”Because how much money you have pretty much determines what vehicle I can sell you. Come on, I’m only trying to do my job here.”  “Just trying to gage which vehicle might offer the most comfortable payment for you.” “Just trying to gage which vehicle might offer the most comfortable payment for you.”  “OK, not a problem. Let’s look at a few vehicles.” “OK, not a problem. Let’s look at a few vehicles.”

126. Presenting the Vehicle Final Your customer just walked away... Bad student, bad! Your focus should be on your customers wants and needs, and what you can do to find a vehicle that meets those wants and needs. While the customer’s budget is important, there are much more subtle ways to qualify your customers. Please try again. Back

127. Presenting the Vehicle Final “We’ll, OK. That makes sense. I’m looking to spend between 25,000 and 30,000.” What do you say now?  “OK – now that helps quite a bit – we have several options available in the range. To narrow things down a bit more, can you tell me what it is about the Town and Country that no longer fits your style?” “OK – now that helps quite a bit – we have several options available in the range. To narrow things down a bit more, can you tell me what it is about the Town and Country that no longer fits your style?”  “Cool beans. Let’s go find a Sebring convertible – it’s just at the top of your price range. “ “Cool beans. Let’s go find a Sebring convertible – it’s just at the top of your price range. “  “So, which is it? More towards the 25 grand or closer to 30?” “So, which is it? More towards the 25 grand or closer to 30?”

128. Presenting the Vehicle Final “Well... Sure, I guess.” You’ve most likely just lost this customer. Nothing says “I don’t really care about you” more that directing a customer to a vehicle because it is at the top of their price range. Please try again. Back

129. Presenting the Vehicle Final Your customer just walked away... Don’t focus on how much the customer can spend. While qualifying a customer is important, it is more important to determine the customers needs and wants first. Financial issues will come later. Please try again. Back

130. Presenting the Vehicle Final “OK – but I’m not too sure I’m ready to buy today. I just want to see what’s new.” What do you say now?  “We’ll, why don’t you go look around for a bit. I’ll catch up with you in a while.” “We’ll, why don’t you go look around for a bit. I’ll catch up with you in a while.”  “Then I’m sure you want to see the new 300C SRT – it’s just abut the most exciting car we’ve got!” “Then I’m sure you want to see the new 300C SRT – it’s just abut the most exciting car we’ve got!”  “Sure. Can I ask why you feel it’s time to replace your old vehicle?” “Sure. Can I ask why you feel it’s time to replace your old vehicle?”

131. Presenting the Vehicle Final “Well... Sure, I guess.” More likely than not, you just lost your customer. Your customer has come in looking for your advice on which vehicle best suite his needs and wants – don’t ask him to do your job for you. Please try again.. Back

132. Presenting the Vehicle Final “OK, sure. Guess we have to start somewhere.” More likely than not, you just lost your customer. Your customer has come in looking for your advice on which vehicle best suite his needs and wants – don’t ask him to do your job for you. Please try again. Back

133. Presenting the Vehicle Final “To be perfectly honest, the Town and Country is just to “Dad-ish” for me. We hardly ever bring the kids with us any more – I want something a with a little pep, something that’s more fun to drive. I’m tired of driving a box.” What would you say?

134. Presenting the Vehicle Final What would you say? “OK, let me show you our three sportiest models” “Are there any Chrysler models you are aware of that come to mind?” “Are there any Chrysler models you are aware of that come to mind?” “What would your ideal vehicle be like?”

135. Presenting the Vehicle Final I have only developed a series of possible responses for the initial step in this scenario – just enough to give reviewers a taste of the functionality. This assignment ends here.