• A meeting with management to determine the results that the program will deliver. A minimum of four hours monitoring in-coming calls to determine the greatest opportunities for improving sales performance.
• Short surveys, one completed by the sales manager(s), the other completed by members of the sales staff, to determine the challenges as they see them and what they would like to gain from the program.

Classroom Training
Going far beyond a canned presentation, this is customized training, designed to deliver the results you want. Taking direction from your Action Plan, PSI combines components from our two foundation seminars, Selling Below the Price Line and SPOT Telephone Skills. This means the best of both worlds: seminar elements that have been refined over many years, and customized to deliver the specific results you want.

Although telephone skills are the point of entry, this training presents solutions to a number of sales challenges encountered both in person and on the phone. Typical classroom training includes:

• Psychology of the Buyer —Reveals why people buy and shows how to understand the sales process from the buyer's perspective. Explains why people love to buy but hate to be sold, then demonstrates how to use that insight to facilitate a process leading to a pain-free close.
• Psychology of the Phone Call —Drives home how to use the phone to build relationships. Stresses when to use the phone, when it's time to get the buyer into the dealership and provides proven techniques for doing just that.
• You are the Expert —Stresses the importance of leadership. Using the analogy of a medical doctor, demonstrates that price can not legitimately be a factor until the symptoms are diagnosed and the treatment prescribed. And more importantly, it teaches how to take the leadership role in bringing the buyer back to diagnosing and prescribing before talking price.
• The Five-Step Sales Process —Teaches a proven process that culminates in a pain-free close. This includes the six key questions that prevent objections and how to build value rather than lowering price.
• It's How You Say It —Demonstrates the psychology needed to control the sales process so that the buyer enjoys the process of buying without feeling the pressure of being sold. Includes specific responses to challenging questions and how to handle angry or abusive customers.

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One-On-One Coaching
Every sales professional is different. And one advantage of the sales process being taught is that it can be incorporated successfully into virtually any selling style. These coaching sessions, conducted in person or on the phone, ensure that every member of your sales team is turning their new knowledge into the highest increase in sales possible.

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Follow-Up Projects
Follow-up projects both ensure that new knowledge is turned into results and generate documented research on current customer behavior. These projects typically include:

• Test questions—to ensure that what is being taught is being learned.
• On-the-job assignments—to ensure that what is being learned is being applied on the phone and on the sales floor. These often include surveys that compel your sales staff to test the effectiveness of their new selling skills and to record customer responses.
• Documented Research—written responses in on-the-job assignments identify how your particular customers are reacting to your sales team right now. In addition to reinforcing training, this helps you to correct problems and reinforce best practices.
• Meeting plans—to be used by your sales manager(s) during sales meetings. Reports are used to stimulate discussions on how to best respond to those tough objections and difficult situations. Role plays then help to build confidence and hone selling skills that blast away the barriers to increasing sales.

One follow-up project is included in the program. A set of five additional follow-up projects are available for $2,500. Each of these five additional projects reinforces one of the five steps that make up the five-step sales process at the heart of Sales Performance Tune-Up.

Call (800) 242-1900, to discuss your particular sales challenges and how Performance Strategies, Inc. can help you improve sales performance.

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• Motivational — It's easy to get beaten down selling vehicles. The Sales Performance Tune-Up builds your sales team back up, with the confidence and professionalism that makes customers comfortable buying from your dealership.
• Actionable —Participants leave knowing exactly what to do differently to improve sales. Specific techniques are taught as part of a proven process that is repeatable and measurable.

• A maximum of thirty may participate in this program, attending the classroom training and receiving personal coaching. At the dealership's discretion, this number may include any combination of employees from the sales force, parts and service, or support staff.
• It is assumed that the dealership is using a call monitoring program, such as Who's Calling or Call Bright, and that Mr. Robertson will be given access to this system. This can be a desk provided within the dealership with a network connection or arrangements made for off-site access. If a call monitoring system is not in use, the time typically allotted for this activity (minimum of eight hours per month) can be invested in directed role-plays and exercises that improve telephone techniques
• Reproduction masters for all student material is included. Program pricing assumes that the dealership will duplicate and have on site all necessary student materials. With prior arrangement, PSI can arrange for duplication and delivery on site, and adjust the program fee appropriately.
• One-on-one coaching is conducted either at the dealership or over the phone, at the discretion of PSI.
• Classroom training is conducted at dealership facilities. If these are not available, PSI can arrange for facilities at an appropriate additional charge.