This document provides information about training programs offered by the Performance Development Center (PDC). It lists the PDC training team members and their backgrounds. Courses are organized by subject area - sales and sales management, finance and insurance, fixed operations, and mini modules/webinars. Applicable attendees are identified for each course. Customized curriculum development is also available to modify existing or create new training content for dealerships.

1. COURSE
CATALOG
PERFORMANCE
D E V E L O P M E N T
C E N T E R
Justina Davis
Director, Performance Development Center
Phone: 954-418-5357
Email: Justina.Davis@jmagroup.com
Heather Haynes
Training Manager
Phone: 954-596-3132
Email: Heather.Haynes@jmagroup.com
Neal Yanez
Program Strategy Manager
Phone: 954-418-5288
Email: Neal.Yanez@jmagroup.com
Dominic Pisano
AutoSales2
Supervisor
Phone: 309-361-4672
Email: Dominic.Pisano@jmagroup.com
Judi HarTnett
Operations Supervisor
Phone: 954-418-5094
Email: Judi.Hartnett@jmagroup.com
Contact Us
PDC Course Catalog AutoSales2
Demonstration

2. OVERCOMING OBJECTIONS
One of the biggest mistakes Sales-
people make is to try and fight their
customers’ objections. Fighting a
customer’s objection only makes
the sales process more difficult,
and reduces the odds of closing the
sale. This module teaches students
an effective 3-step method for ad-
dressing and overcoming any objec-
tions they may face, thereby help-
ing them close more deals.
THE POWER OF THE
PAY PLAN
This educational and informative
seminar addresses one of the most
crucial areas of dealership opera-
tions; employee compensation.
The program discusses the pur-
pose and goals of employee pay
plans, and some typical mistakes
dealers make in their stores. The
seminar also examines the numer-
ous ways pay plans can impact
dealership profits, legal compli-
ance, customer satisfaction, and
employee retention.
PRODUCT KNOWLEDGE
(Service Contracts, GAP, Car Care/
Term Care Select, etc)
In order provide expert advice and
help customers compare data
and make informed decisions, it is
imperative to have strong product
knowledge. This seminar covers
the ins-and-outs of key dealership
products, highlighting both the
features and the benefits to the
customer.
TELLING IS NOT SELLING
Customers don’t want to be “sold,”
they want to “buy.” Successful
salespeople understand the im-
portance of getting to know their
customers and learning about each
customer’s buying goals. This work-
shop focuses on the importance
of understanding the customer’s
buying motivations, and presenting
product information in a way that is
designed to provide options allow-
ing the customer to feel in control.
TELEPHONE SKILLS
A customer’s first impression of you
and your dealership is often created
during a telephone call. As a result,
a simple phone conversation may
form the entire foundation for your
relationship with that customer.This
training is designed to cover the key
aspects of telephone skills, in order
to improve your first impression,
rapport building, and ultimately
your sales.
TIME MANAGEMENT
Time Management is one of the
most important skills for a great
Sales professionals to possess. In
order to accomplish everything you
need to do in a day, it is essential to
prioritize your numerous tasks and
responsibilities. This seminar intro-
duces students to the Time Man-
agement Model, a two dimensional
matrix that helps them analyze
their time and prioritize their tasks.
I am sitting at 15 cars delivered, $1,582 per copy, and 82% of the total finance income
is product profit. My Dealer wants as much of the finance income to come from
product sales as possible, so he is thrilled!
MynumbershaveimproveddramaticallysinceIattendedyourtraining! I’vedelivered
at total of144cars, with an average of$1,013per copy, a power rating of128, and36%
of the total income coming from reserve. The reserve-to-product ratio is exactly in
line with what my Dealer wants.
Thanks for training. I just did a $5,052 deal! You haven’t lost your touch!
I just had my easiest car sale ever, thanks to TARGET! Today’s Monday, and I will be
delivering TWO more cars! Here’s my sincere ‘Thank You!’
I used the Trial Closes from youR sales class and the customer ended up taking
delivery at 11:30pm that same night! The next day, I didn’t have any Ups, so I used the
prospecting tools and lined up 2 sales for Saturday. Also on Saturday, I greeted a
couple coming in the door, showed them a Civic, and ended up selling THREE cars on
only my third day! Thank you!
I just used the Advanced Closing method to convert a “neither” into a Basic option
with approximately $2,500 back-end profit.
Comparing 2012 vs. 2011, our dealership was up 7% Sales and 12% Total Gross. We
were also ranked the #1 Dealer in Wisconsin for the second year in a row. We have
been using the TARGET Sales training quarterly since 2004.
After all of our Finance Managers attended the Maximizing Your F&I Opportunities
class, there was a company-wide Lease PVR increase of $102. The Leasing Finance
Income rose $34,708 on 339 lease units, and our Lease Power Rating increased from
72% to 80%.
Mini Modules & Webinars

3. JM&A Group knows that ongoing training and
consulting plays a critical role in preparing
dealership staff for the competitive challenges
of the automobile industry.
Since 1978, JM&A Group has partnered with automobile dealers, offering profit-producing solutions and CSI improve-
ment. One of those solutions was the creation of JM&A Group’s Performance Development Center (PDC). Established
in 1997 to support the training needs of dealerships’ F&I departments, the PDC now works with dealerships’ Sales,
Finance and Service departments. The PDC has more than 27 associates, with an average of 18 years of retail experi-
ence, and is comprised of various divisions all designed to meet our dealer partners’ varying needs.
• The Training division conducts approximately 130
classes per month, instructing more than 6,500
students per year. Our Trainers incorporate cutting-
edge and interactive training techniques to boost
participant performance back in the store.
• The Curriculum Development division combines current
industry information with proven adult education
practices to create customized training and consulting
programs, intertwining our client’s needs with our
training and automotive expertise.
• The AutoSales2
division provides our dealers a data
mining tool which helps them sell more cars and sell
more FI products while retaining their customers.
• Our International division provides training
and consulting to automotive dealerships and
corporations in Chile, Panama, Brazil, Puerto Rico and
Canada. These training and consulting initiatives are
offered in Spanish, Portuguese, and French.
This catalog introduces you to our various teams, as well as the array of courses and programs that we provide. We
are certain that our training programs and data-mining tool are the key ingredients to your dealership’s success.
If you have any questions, please feel free to contact me directly at 954-418-5357. We look forward to helping you
and your dealership with “Your Success Equation.”
Thank you.
Justina Davis
Director, Performance Development Center
Letter From the Director

4. Course List Applicable Attendees..............................................................................................................................3
Customized Curriculum Development..........................................................................................................................4
PDC Training Team............................................................................................................................................................5
AutoSales2
Team................................................................................................................................................................8
Curriculum Development Team......................................................................................................................................10
Operations Support Team................................................................................................................................................10
Sales sales management (Front End Sales)
TARGET Automotive Sales*.............................................................................................................................................12
TARGET Advanced Automotive Sales ...........................................................................................................................13
TARGET Management Program ......................................................................................................................................14
TARGET Purchase Option Worksheet ............................................................................................................................15
TARGET Internet Automotive Sales...............................................................................................................................16
Leasing 101: Fundamentals of Leasing ......................................................................................................................17
Skills for the Sales Manager *........................................................................................................................................18
Sales Manager Legal Certification ................................................................................................................................19
Sales Management Leadership*....................................................................................................................................20
Management By Objectives*...........................................................................................................................................21
Coaching for Performance* ............................................................................................................................................22
Managing Your Emotional State Breakthrough to Excellence ............................................................................23
Social Media 101 ..............................................................................................................................................................24
Finance Insurance
Skills for the Business Manager* ..................................................................................................................................26
FI Legal and Ethical Standards (FILES) Certification .............................................................................................27
FI Master Series: Advanced Finance Insurance* .................................................................................................28
FI Master Series: How to Be a Deal Maker ...............................................................................................................29
FI Master Series: Maximizing Your FI Opportunities ............................................................................................30
Finance Insurance Director ........................................................................................................................................31
The Dream Team...............................................................................................................................................................32
Fixed Operations
Service Sales Consultant Certification* .......................................................................................................................34
TARGET Service Sales* ....................................................................................................................................................35
Service Operations* .........................................................................................................................................................36
Disarming Hostility Legal Compliance .....................................................................................................................37
MINI-MODULES / WEBINARS
Mini-Modules / Webinars.................................................................................................................................................40
Table of Contents
* This class is available in Spanish.
For French/Portuguese class options, inquire within the PDC.

5. 3
Course List and
Applicable Attendees
Salesperson
Sales/DeskMgr
InternetSalesMgr
ServiceAdvisor
ServiceMgr
GM/GSM
FinanceMgr
FinanceDirector
Instructor Led Courses
Coaching for Performance
Disarming Hostility Legal Compliance
Dream Team
FI Master Series: Advanced Finance Insurance
FI Master Series: How to Be a Deal Maker
FI Master Series: Maximizing Your FI Opportunities
FI Director
FILES Certification
Financial Statement Analysis
Leasing 101: Fundamentals of Leasing
Management By Objectives
Managing Your Emotional State/Breakthrough to Excellence
Sales Management Leadership
Sales Manager Legal Certification
Service Operations
Service Sales Consultant Certification
Skills for the Business Manager
Skills for the Sales Manager
Social Media 101
TARGET Automotive Sales
TARGET Automotive Sales (Advanced)
TARGET Internet Sales
TARGET Management
TARGET Recharge
TARGET Service Sales
Team Building
MINI MODULES / WEBINARS
10 Critical Numbers to Dealership Success
Closing Skills
Effective Questions
Overcoming Objections
Power of the Pay Plan
Product Knowledge
Selling is Not Telling
Telephone Skills
Time Management
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6. 4
The Performance Development Center (PDC) has the ability to create customized training programs
specific to a dealership’s individual needs. The process begins with a dealership consultation
to determine the store’s specific training goals, as well as the scope of the project and desired
outcomes. The PDC’s Curriculum Developers will then work with the store’s Subject Matter Experts
(SME) to create a customized training program.
THERE ARE TWO METHODS FOR CUSTOMIZED CURRICULUM DEVELOPMENT:
OPTION 1: Modify Existing Training Content
The PDC’s Curriculum Developers will review the dealership’s existing training material and make the
modifications necessary to improve the educational quality and training outcomes. During this process, the
PDC will work closely with the dealership’s Training Manager and/or SMEs to ensure the revised material
remains consistent with the store’s philosophy and overall business goals.
OPTION 2: Create Customized Content from Scratch
The PDC’s Curriculum Developers will meet with the dealership’s Training Manager and/or SMEs to discuss the
desired training outcomes. Together, they will analyze any performance deficiencies in order to determine the
training objectives, as well as the target audience and topics to be covered. Once this foundation has been
established, the PDC will then create a customized training program specific to the dealership’s individual
needs. During this process, the PDC will work closely with the dealership’s Training Manager and/or SMEs to
ensure the new material remains consistent with the store’s philosophy and overall business goals.
customized Curriculum Development

7. 5
Jeff Knittel Training Supervisor
Jeff Knittel’s extensive background in the automotive industry spans more than 30 years
where he has held positions in Sales, Service and Management including General Manager,
Vice President and Area Manager. In 2006, Jeff joined JMA Group as a Trainer and was
promoted in 2010 to Senior Trainer due to his skill and training success. In addition to
training PDC classes, Jeff has presented for numerous automotive 20 Groups and state
Automobile Dealer Associations, facilitated at the NADA National Conference and written
several articles for Fixed Ops and Dealer World magazine.
HEATHER HAYNES PDC Training Manager
Heather Haynes earned her Bachelor’s degree in Management from Howard University and
later graduated at the top of her class from the NADA Dealer Academy. She brings more than
20 years of automotive experience to JMA Group, having held numerous positions in the
retail automotive world from Accounting, Service, FI to General Sales Manager. Heather
joined JMA Group in 2000 as an FI Specialist and was later promoted to PDC Corporate
Trainer, Senior Trainer, Training Supervisor and currently Training Manager.
LUIS ROVIRA Training Supervisor
An Associate of JMA Group since 1997, Luis Rovira started his automotive career more than
30 years ago as a Technician at De Maria Porsche Audi in Miami, Florida. Luis then went on
to hold other dealership positions including Service Advisor, Service Manager and Service
Director. Luis initially joined JMA Group as a Field Service Manager, and since coming to
the PDC has been promoted to Training Supervisor responsible for trainer development and
course instruction.
TRAINING TEAM
PERFORMANCE
D E V E L O P M E N T
C E N T E R

8. 6
BO LANE Senior Trainer
With more than 15 years of automotive training experience, Bo Lane joined JMA
Group’s PDC as a Sales Trainer in 2001 and was promoted to Senior Trainer in 2005. Bo
has also presented at NADA, NCM and Porsche 20 Group Workshops. His noteworthy
accomplishments and company contributions led to him receiving JMA Group’s
esteemed “Star of Excellence Award” in 2007 and the American Business Award for the
“Best Sales Trainer” in 2008.
Michael Canan Senior Trainer
Michael Canan brings more than 13 years of automotive experience to his position as a
PDC Trainer. A graduate of Wabash College, Michael began his automotive career as a
Salesperson and later held other positions including New Car Manager, Used Car Manager,
FI Manager, General Sales Manager and General Manager. Michael joined the PDC as a
Trainer in 2006.
Ty Courtney Senior Trainer
Ty Courtney, a former South Carolina City Judge, Town Mayor and State Senator, obtained
his Bachelor’s degree from Wolford College before completing his Law degree at the
University of South Carolina. After spending 25 years of his career in the legal profession
and politics, Ty changed to an automotive career where he held Sales Manager, Finance
Manager and Finance Director positions. In 2006, Ty became a PDC Trainer where he has
been able to share his automotive and legal experiences in training.
TRAINING TEAM
JAMES CAHN Senior Trainer
James Cahn, a Senior Trainer with the PDC, is a graduate of Tulane University. He began his
career as a PDC Trainer in 2002. With more than 25 years of automotive experience, James
has held positions as a Salesperson, Floor Closer, Used Car Manager, Leasing Manager,
FI Manager and General Manager. In addition to assisting the Curriculum Team with the
development of new material, James also plays an integral role in training and certifying
other PDC Trainers in our courses offerings.

9. 7
Julian Kinney Trainer
Julian Kinney graduated with honors from the University of North Carolina at Wilmington
where she studied Communications and Psychology. Before joining JMA as a Specialist in
2002, she held numerous automotive positions including Salesperson, Sales Manager and
FI Manager. As a Specialist, Julian was awarded the honor of “Top Gun,” and was quickly
promoted to District Manager, then Senior District Manager where she was awarded the
Star of Excellence. She joined the PDC team as a Trainer in 2011, where she incorporates
both her automotive and JMA Field experiences in her classes.
Robin Fetzer Trainer
Robin Fetzer has over 20 years of automotive industry experience, holding various
positions including FI Manager and FI Director. In March 2010, Robin joined JMA
as an FI Specialist and was awarded “Top Gun” of her class. She was promoted to a
Specialist Development Supervisor in 2011 and became a PDC Trainer January 2013.
SUZANNE Lucas Senior Trainer
A former Salesperson, Used Car Manager and FI Manager, Suzanne brings more than
20 years of automotive experience to the PDC. She originally joined the department as a
Trainer in 2002 and was promoted to a Senior Trainer in 2007. In 2009, Suzanne joined
the AutoSales2
Team. In 2011, she rejoined the training team.
TRAINING TEAM

10. 8
AutoSales2
team
Dominic Pisano AutoSales2
Supervisor
An Illinois native, Dominic Pisano started his automotive career in New Jersey in 1991.
Dominic returned to Illinois in 1996 were he held numerous automotive positions including
Salesperson, Sales Manager, FI Manager and General Sales Manager. After a successful
16-year career in the retail automotive industry, Dominic became a PDC Trainer in 2006. In
2012, he joined the AutoSales2
team and was quickly promoted to Supervisor.
AutoSales2
SALES team
Jamie Roffman AutoSales2
Consultant
Jamie Roffman graduated from the University of Maryland with a B.S. Degree in Marketing
and later obtained a Masters Degree in Accounting from Virginia Tech. During his 12- year
tenure as a National Salesperson for Applied Concepts, Jamie was consistently ranked as
their #1 Salesperson. Jamie joined JMA Group in 2002 as a National Training Specialist
and later became a key member of the AutoSales2
team.
LEE HINTON AutoSales2
Consultant
After working for 33 years in the automotive industry as a FI Manager, Finance Director,
Sales Manager, and General Sales Manager, Lee Hinton joined the JMA team as a Finance
Specialist in 2000. Since that time, Lee has served as a District Manager in Ohio, and the
Regional Manager for Northern Ohio, Indiana and Michigan. In 2012, Lee became a part of
the PDC’s AutoSales2
team, where he utilizes his skills to help numerous dealers improve
store performance.

11. 9
Aubrey ZEIGLER AutoSales2
Consultant
Aubrey Zeigler joined JM Family Enterprises in 2004 working as a Dealer Support
Specialist. Since then, she has been promoted into various roles including Senior Dealer
Support Specialist, Senior Sales Recruiting Coordinator, PDC Senior Systems Administrator
and her current position of AutoSales2
Consultant. In this position, Aubrey is responsible
for increasing dealership revenue and profitability through the AutoSales2
tool and
supporting all PDC applications and network systems including SharePoint, the Learning
Management System (LMS) and CRM.
AutoSales2
implementation team
Jimmy Lively AutoSales2
Consultant
After graduating from Manatee Junior College, Jimmy Lively became a professional
baseball player where he played for four years in the Pittsburgh Pirates minor league
organization. Jimmy then went on to hold various positions in the automotive industry,
including Sales Manager, Finance Manager, Used Car Sales Manager and General Sales
Manager. After 18 years in the industry, Jimmy joined the PDC as a National Sales Training
Specialist in 2006.
Richard Levine AutoSales2
Consultant
Richard Levine, a graduate of the University of South Florida, began his automotive
career as a Salesperson with Applied Concepts, promoting their dealership Power Phone-
Ups system. Over the years, Richard worked with several other automotive industry
corporations including Cal-Pro Inc., an affiliate company that specializes in high-impact
vehicle delivery, post-sale follow up, and fixed operations promotion. Richard joined the
PDC in 2005 as a National Training Specialist.
Jeff Dameron AutoSales2
Consultant
Jeff Dameron joined JMA Group in May of 2012 as an FI Specialist with 16 years in the
automotive industry. Jeff has held positions of Sales Associate, FI Manager, FI Director,
Sales Manager, General Sales Manager and General Manager. Jeff joined the AutoSales2
team in 2013 and is responsible for kicking off new accounts and implementing the
AutoSales2
tool and process to our dealers.

12. 10
Curriculum Development Team
Lynn Ziegler
Dealer Development
Curriculum Developer
Charlene Rousseau
Associate Development
Curriculum Developer
Neal Yanez
Program Strategy Manager
With more than 45 years of combined experience in adult education and curriculum development, the PDC Curriculum
Development Team is responsible for designing, developing and maintaining all of the training programs facilitated by
the PDC. By researching the latest industry trends and utilizing solid adult education training theory and techniques, the
Curriculum Development Team creates top-quality programs that help our dealer partners achieve their desired results.
With more than 1,500 training events and 6,500 student enrollments yearly, the Operations Support Team works hard to ensure our dealer clients receive
the best training experience possible. The Operations Support Team is responsible for the day-to-day scheduling and logistics of all PDC training courses
and events. This includes securing locations, field notifications, class enrollments and material fulfillment for training assignments.
Karen Johnson
Senior Operations Specialist
Robin Mechmet
Database Operations Specialist
DEBORA ARAUJO
Senior Administrative Assistant
judi HarTnett
Operations Supervisor
Vivian Frost
AutoSales2
Specialist
Operations Support team

13. ‣ TARGET AUTOMOTIVE SALES
‣ TARGET ADVANCED AUTOMOTIVE SALES
‣ TARGET MANAGEMENT PROGRAM
‣ TARGET PURCHASE OPTION WORKSHEET
‣ TARGET INTERNET AUTOMOTIVE SALES
‣ LEASING 101: FUNDAMENTALS OF LEASING
‣ SALES MANAGER LEGAL CERTIFICATION
‣ SALES MANAGEMENT LEADERSHIP
‣ MANAGEMENT BY OBJECTIVES
‣ COACHING FOR PERFORMANCE
‣ MANAGING YOUR EMOTIONAL STATE AND
BREAKTHROUGH TO EXCELLENCE
‣ SOCIAL MEDIA 101
Sales Sales Management

14. Sales Sales Management 12
* A 2-day version of this course is also available. The 2-day version is designed for dealership Salespeople with at least six
months of automotive experience.
TARGET AUTOMOTIVE SALES
COURSE OBJECTIVE
TARGET Automotive Sales focuses on the TARGET Sales Model as the basis for developing professional selling
skills. Special emphasis is placed on effective questioning techniques, objection handling, and product
knowledge in order to place customers in the right vehicle and close the sale. This program uses extensive role-
play activities to reinforce the learning process.
TOPICS COVERED
Sales Terminology Key Sales
Information
Professional Selling Techniques
• Understanding the TARGET Sales
Model
• Psychology of Selling
Effective Questioning Techniques
• Broad Questions
• Specific Questions
• Narrow Questions
Overcoming Objections
• Differences Between Questions,
Statements and Objections
• Types of Objections
• Three Steps to Overcoming
Objections
TARGET Sales Model
• Temperature (Meet and Greet)
• Analyze
• Reasons for Buying
• Guaranteed Solutions
– Features and Benefits
– Demonstration Ride
– Trial Close
– Review and Appraisal
• Enlist Buyer Commitment
• Track and Follow Through
– Turnover
– Delivery
Leasing
• Elements of Leasing
• Terminology
• Pros and Cons
Used Vehicle Presentation
• Differences Between New and
Used Vehicle Presentations
• Preparing for Used Vehicle
Prospects and Customers
Prospecting
• Bird Dog System
• Birthday Follow-up
• Shopping Mall System
• Owner’s Orphan File System
• Personal Advertising Campaign
Features and Benefits Appendix
Automobile History Appendix
Sample Forms
DURATION
5 Days*
TARGET AUDIENCE
Sales Associates with 0-6 months of automotive experience

15. Sales Sales Management 13
TOPICS COVERED
Professional Selling Techniques
• Understanding the TARGET Sales Model
• Psychology of Selling
Effective Questioning Techniques
• Broad Questions
• Specific Questions
• Narrow Questions
Overcoming Objections
• Differences Between Questions, Statements and
Objections
• Types of Objections
• Three Steps to Overcoming Objections
Effective Communication
• Promoting Open Communication
• Listening
• Speaking
• Telephone Skills
Leasing
• Background
• Terminology
• Pros and Cons of Leasing
• Common Concerns, Questions and Answers
• How to Calculate a Lease
FI Department Overview
• Responsibilities of the FI Department
• Reviewing the Customer Statement
• Getting the Deal Bought
• Additional FI Products
Time Management
• The Time Management Model
• Key Result Areas
• Proactive Time Management
TARGET ADVANCED AUTOMOTIVE SALES
COURSE OBJECTIVE
The TARGET Advanced Automotive Sales program begins by reviewing the TARGET Sales Model, which helps
streamline and maximize selling techniques. The program goes on to cover key sales skills such as effective
questioning techniques and overcoming objections, and also explores more advanced topics such as leasing,
effective communication and time management. Special emphasis is also placed on understanding the role of
the FI Department in order to get more deals sold, approved and delivered. Salespeople return to the store
prepared to take their sales skills to the next level.
TARGET AUDIENCE
Sales Associates who have attended the TARGET Sales Program
DURATION
2 Days

16. Sales Sales Management 14
DURATION
1 Day
TARGET MANAGEMENT PROGRAM
COURSE OBJECTIVE
The TARGET Management Program focuses on understanding the TARGET Sales Model and learning how to rein-
force this process with the sales staff. Through the use of case studies and role-play activities, special emphasis
is placed on strengthening performance and profitability, as well as increasing consistency within the Sales
Department.
TARGET AUDIENCE
Sales Managers
TOPICS COVERED
Professional Selling Techniques
• Understanding the TARGET Sales Model
• Psychology of Selling
Effective Questioning Techniques
• Broad Questions
• Specific Questions
• Narrow Questions
Overcoming Objections
• Differences Between Questions, Statements
and Objections
• Types of Objections
• Three Steps to Overcoming Objections
TARGET Sales Model
• Temperature (Meet and Greet)
• Analyze
• Reasons for Buying
• Guaranteed Solutions
– Features and Benefits
– Demonstration Ride
– Trial Close
– Review and Appraisal
• Enlist Buyer Commitment
• Track and Follow-Through
– Turnover
– Delivery
Used Vehicle Presentation
• Differences Between New and Used Vehicle
Presentations
• Preparing for Used Vehicle Prospects and Customers
Prospecting
• Bird Dog System
• Birthday Follow-up
• Shopping Mall System
• Owner’s Orphan File System
• Personal Advertising Campaign
Why Coach
• Similarities Between the Sales Process
and Coaching Process
• Applying the TARGET Sales Process
to Coaching Situations

17. Sales Sales Management 15
DURATION
3-Hour Optional Module to the TARGET Programs*
TARGET PURCHASE OPTION WORKSHEET
COURSE OBJECTIVE
The Purchase Option Worksheet (POW) program combines both classroom instruction and hands-on training in
the dealership. The POW reduces the number of “pencils” and simplifies the overall sales process. This customer-
oriented selling system places special emphasis on full and total disclosure, while presenting all of the purchas-
ing options in a clear and concise manner. The POW establishes set procedures for presenting payment choices
and ensures that all deals are worked in the exact same way.
TARGET AUDIENCE
Sales Associates and Sales Managers
TOPICS COVERED
Features and Benefits of the POW
Necessary Information for Creating the POW
• Information Sales Associate Obtains
• Information Sales Manager Obtains
Creating the POW
How to Present the POW
• Asking for Permission
• Importance of Word Track
• POW Word Track
Overcoming Objections
• Differences Between Questions, Statements and
Objections
• Types of Objections
• Three Steps to Overcoming Objections
Second Trips to the Desk
• When to Make a Second Trip to the Desk
• How to Overcome the Customer’s Real Objection

18. Sales Sales Management 16
TOPICS COVERED
The Internet Customer
• The Typical Internet Customer
• Research Buyers vs. Transactional Buyers
TARGET Overview
• Professional Selling
• The TARGET Internet Sales Model
Temperature
• Lead Source Providers
• Using Auto-Responders
Analyze
• Effective Questions
• Personal Follow-Up
• Email
- General guidelines
- The first email
• Telephone Skills
- Characteristics of good vocal skills
- Steps of the Call
• Greet the customer
- Gain control
- Confirm and gather information
- Ask for the appointment
• Ongoing Correspondence
Reason for Buying or the Appointment
• Dominate Buying Motives
• Reasons for an Appointment
Guaranteed Solution
• Features and Benefits
• Trial Close
Enlist Commitment
• The Close
• Overcoming Objections
- Broad and Specific objections
- Three steps to overcoming objections
Track and Follow Through
• Confirm the Appointment
• Prepare for Customer’s Arrival
TARGET Internet Automotive Sales
COURSE OBJECTIVE
The TARGET Internet Automotive Sales program is designed to improve participants’ Internet selling skills by
focusing on several key areas of the sales process. Some of these areas include using Auto-Responders, Email
Correspondence, Telephone Skills and Handling Objections. Using the TARGET Sales Model as the backbone of
this course, participants will also gain a better understanding of Internet customers and become more adept at
moving them through the sale. Students should have a solid understanding of industry terms and concepts prior
to attending the course.
DURATION
2 Days
TARGET AUDIENCE
Internet Salespeople and Internet Sales Managers

19. Sales Sales Management 17
TOPICS COVERED
Background of Leasing
Residual Value and Lease Payments
Benefits of a Lease
• To the Salesperson / Dealership
• To the Customer
Normal vs. Excess Wear and Tear
Lease Presentation
Addressing Leasing Concerns and Objections
• High Mileage Driver
• Paying for Dings and Scratches
• Higher Insurance Costs
How to Calculate a Lease
End of Lease: Auto Remarketing
Leasing Terminology
LEASING 101: FUNDAMENTALS OF LEASING
COURSE OBJECTIVE
This workshop is designed to expand participants’ knowledge of automotive leasing. By exploring the back-
ground of leasing, leasing terminology, and the benefits of leasing to both the customer and the dealership,
participants will become more comfortable presenting leases to their customers. Students also learn tools and
techniques for addressing and overcoming customers’ leasing concerns.
DURATION
4-6 Hours
TARGET AUDIENCE
Salespeople, Sales Managers, General Sales
Managers, Finance Managers

20. Sales Sales Management 18
SKILLS FOR THE SALES MANAGER
TOPICS COVERED
The Four Responsibilities
• Sell the Car
• Increase Sales
• Improve Gross Profit
• Cover the Dealer’s Assets
Knowing Your Inventory
• Merchandising the Vehicles
• Managing the Inventory
• Knowing the Incentives
• Pointing out Correct Inventory Choices
(based on customer’s needs)
Effective Communication
• Promoting Open Communication
• Listening
• Speaking
• Conducting Effective Sales Meetings
• Structuring the Deal
• Rate Guidelines
• Worksheets
Desking the Deal
• Starting at MSRP
• Asking Important Questions
• Penciling the Deal/Regulation Z
• Creating Lease Conversions
• Principles of Negotiation
• Handling Objections
The Turnover (T.O.)
• Why T.O?
• When to T.O.
• How to T.O.
• Utilizing the Business Manager
• Closing the Deal
Qualities of a “Great” Sales Manager
• “Sales Manager” vs. “Sales Tyrant”
• Time Management
• Change Management
• Building Teamwork within the Sales Department
• Coaching
COURSE OBJECTIVE
Skills for the Sales Manager focuses on strengthening the Sales Manager’s performance and creating a team
atmosphere within the Sales Department. Special emphasis is placed on the Sales Manager’s four main respon-
sibilities, as well as the key factors for achieving these goals.
TARGET AUDIENCE
Sales Managers
DURATION
2 Days

21. Sales Sales Management 19
TOPICS COVERED
Unfair and Deceptive Trade Practices and Fraud
FTC Used Car Rule
Regulation B – Equal Credit Opportunity Act
Fair Credit Reporting Act
Gramm-Leach Bliley Act
Regulation Z – Truth in Lending Act
FinCEN Form 8300
SALES MANAGER LEGAL CERTIFICATION
COURSE OBJECTIVE
Sales Manager Legal Certification is a 4-hour module which overviews the laws and regulations that directly af-
fect a dealership’s new and used vehicle Sales Departments. Dealership managers who participate in this course
have a better understanding of the laws that impact their day-to-day activities and are more prepared to act in
a legally compliant manner. Upon completion of the seminar, students must pass a legal certification exam in
order to become certified.
TARGET AUDIENCE
Sales Managers, Used Car Managers, Team Leads, Closers,
General Sales Managers, General Managers and FI Directors
DURATION
4 Hours

22. Sales Sales Management 20
TOPICS COVERED
Management and Leadership
• Management Characteristics
• Leadership Characteristics
• Leadership Styles
Effective Managers
• Administration
– Establishing Goals
– Structuring Your Staff
– Managing Project Execution
– Time Management
• Communication
– Speaking
– Fostering Open Communication
– Listening Skills
• Interpersonal Skills
• Leadership
• Coaching
Adult Learning
• When are Adults Willing to Learn?
• The Learning Curve
• Key Factors to Adult Learning
• Ways to Transfer Information
• Action Plans
Change Management
• Evaluating Change
• Managing Change
SALES MANAGEMENT LEADERSHIP
COURSE OBJECTIVE
This course focuses on the principles and practices necessary to lead a performance- oriented, self-starting
sales team. Special emphasis is placed on developing effective management skills, acquiring strategies for
motivating and leading a workforce, setting goals and accomplishing results.
TARGET AUDIENCE
Dealership Management
DURATION
2 Days

23. Sales Sales Management 21
TOPICS COVERED
Proactive vs. Reactive
• Definitions of Proactive and Reactive
Sales Thinking vs. Management Thinking
• MBO’s Role
• Challenges Facing MBO
• Implementing MBO Goals
• Indicators and Objectives
• Creating Objectives and Goals
• MBO and Management
• Coordinating Goals and Action Plans With Performance
• Implementing MBO
MANAGEMENT BY OBJECTIVES
COURSE OBJECTIVE
Management by Objectives (MBO) gives managers the tools to increase efficiency and sales performance among
sales teams. This is accomplished by turning policies and procedures into simple systems that make planning,
benchmarking and success easy. Special emphasis is placed on creating common goals and developing the
ability to quickly adapt to changes in the industry, challenges in the business and problems among the sales
associates.
TARGET AUDIENCE
Dealership Management
DURATION
1 Day

24. Sales Sales Management 22
TOPICS COVERED
Why Coach?
• Factors Preventing Coaching
• Coaching Qualities
• Attitudes and Behaviors of a Coach
• Common Misperceptions of Coaching
• Importance of Coaching
Developmental Coaching
• Coaching Process
• TARGET Coaching Model
- Temperature
- Analyze
- Reason for Action
- Guaranteed Solution
- Enlist Commitment
- Track and Follow Through
Effective Questioning Techniques
• Types of Questions
- Open-Ended Questions
- Directive Questions
• Transition Statements
Management and Leadership
• Qualities of Managers and Leaders
• Balance of Manager and Leader Qualities
• Vital Skills for Successful Coaching
Feedback
• Importance of Feedback
• Formula for Successful Feedback
• Constructive Feedback
COACHING FOR PERFORMANCE
COURSE OBJECTIVE
Coaching for Performance maximizes dealership performance through the use of the TARGET Coaching Model.
With the use of role-play activities, special emphasis is placed on recognizing and addressing workplace issues,
thereby increasing sales performance.
DURATION
2 Days
TARGET AUDIENCE
Dealership Management

25. Sales Sales Management 23
MANAGING YOUR EMOTIONAL STATE AND
BREAKTHROUGH TO EXCELLENCE
TOPICS COVERED
Managing Your Emotional State
• Why People Fail to Maximize Their Potential
• Changing your Physiology
• Finding Your Peak State
Breakthrough to Excellence
• Three Keys for Modeling Human Excellence
• Board Breaking Activity
COURSE OBJECTIVE
Dealership personnel have unlimited earning potential, yet only a few take full advantage of the opportunities
that are presented. A major factor behind limited earnings is the inability to manage your emotional state.
Feelings of frustration, rejection, and stress, along with financial pressures all impact the ability to sell. In order
to maximize personal, mental and emotional potential it is important to learn effective tools for managing your
outlook, your emotions, and modeling the successful experiences of other people. Then, you will breakthrough
to excellence.
DURATION
4 Hours
TARGET AUDIENCE
Salespeople, Sales Managers, Used Car Managers, Team Leads,
General Sales Managers, General Managers, FI Directors

26. Sales Sales Management 24
TOPICS COVERED
What is Social Media
• Definition of Social Media
• Types of Social Media
• Advantages to Using Social Media
Popular Social Media Sites
• Facebook
• Twitter
• YouTube
• Activity: Comparing Social Media Sites
Selecting and Managing Your Site
• Selecting Your Sites
• Social Media’s Impact
• Managing Your Sites
• What Social Media Users Hate
• Activity: Building a Social Media Site
SOCIAL MEDIA 101
COURSE OBJECTIVE
Social Media 101 is designed to introduce dealership personnel to basic social media concepts, as well as
provide guidance for establishing and managing the dealership’s social media sites. By defining the term “social
media” and discussing three of the more popular social media sites, participants will gain a basic understanding
of this powerful tool. Students will also learn some “best practices” for posting to their sites and managing the
content on an ongoing basis.
TARGET AUDIENCE
Dealers, General Managers, General Sales Managers,
Internet Managers and Customer Relations Managers
DURATION
1 Day

27. ‣ SKILLS FOR THE BUSINESS MANAGER
‣ FI LEGAL AND ETHICAL STANDARDS (FILES) CERTIFICATION
‣ FI MASTER SERIES: ADVANCED FINANCE INSURANCE
‣ FI MASTER SERIES: HOW TO BE A DEAL MAKER
‣ FI MASTER SERIES: MAXIMIZING YOUR FI OPPORTUNITIES
‣ FINANCE INSURANCE DIRECTOR
‣ THE DREAM TEAM
Finance Insurance

28. Finance Insurance 26
TOPICS COVERED
The Finance Insurance
Department
• Dealership Organization
• Business Manager Responsibilities
• FinCEN Form 8300
The Turnover
• Quality vs. Quantity
• Why or Why not T.O.?
• Responsibilities to Sales
The Interview
• Reasons to Interview
• Effective Questioning
• Structuring the Deal
• Steps to the Interview
• How to Read a “Typical” Credit
Report
Psychology of Selling
• Steps to a Sale
- Interview
- Transition Statement
- Narrow and Specific Questions
- Features and Benefits
- Trial Close
- Close
• Direct and Option Closing
Retail Presentation
• Questions, Statements, and
Objections
• Today’s Customer
• Customer Advantage Plan (CAP)
• The “F” Customer
Product Sales
• Extended Service Agreements
• Commercial Vehicle Service
Contract
• Service Payment Plan
• Car Care
• Term Care Select
• Road Hazard Tire Coverage
• Total Loss Protection (GAP)
• Secure Etch
• JMA Data Dot
• Excess Wear and Tear
• Xzilon
• Ding Shield
Conversions
• Why are you not Effective?
• Competitive Information
• Conversion Features
• Conversion Process
• Cash Menu
• VSC / Maintenance Contract
Conversions
Cash Conversion to Lease
• Comparing Cash, Financing and
Leasing
• Pros and Cons of Cash payments
• Pros and Cons of Leasing
• Common Leasing Questions and
Answers
• Leasing Calculations
• Lease Menu
* Skills for the Business Manager is
available for JMA Group dealer
customers only. For JMA Group
Clients, the Skills for the Business
Manager course may be combined
with the FILES Certification course
and taught in a 5-day period.
SKILLS FOR THE BUSINESS MANAGER
COURSE OBJECTIVE
Skills for the Business Manager focuses on the processes and selling methods used in the Finance and Insurance
Department and integrates techniques proven to enhance FI revenue. Special emphasis is placed on rigorous
group exercises and interactive role-play activities.
TARGET AUDIENCE
Business Managers with at least 4 months of experience
DURATION
5 Days*

29. Finance Insurance 27
TOPICS COVERED
Legal Compliance
• Deceptive Trade Practices and Fraud
• Contract Elements
- Offer, Acceptance and Consideration
- Breach of Contract
• FTC Used Car Rule
• Currency Transaction Reporting
(FinCen Form 8300)
• Financing
- Factors influencing financing
- Financing terms
- Calculating the reserve
- Regulation Z
• Automobile Leasing
- Leasing terms
- Regulation M
• Credit Acts
- Credit Practices Rule
- Equal Credit Opportunity Act
- Fair Credit Reporting Act
- Fair and Accurate Credit Transactions Act
- Gramm-Leach Bliley Act
• Magnuson-Moss Warranty Act
- Warranties Vehicle Service Contracts
• Insurance
- Credit Life Credit Disability Insurance
• USA Patriot Act and OFAC
• Telemarketing Sales Rule
Sales Skills
• Steps to the Sale
• The Interview
- Effective questioning
- Structuring the deal
- Features and Benefits
- Using Buyer’s Orders, Credit Applications
Credit Reports
• Product Presentation
- Benefits of the Menu system
- Menu presentation
FI LEGAL AND ETHICAL STANDARDS (FILES) CERTIFICATION
COURSE OBJECTIVE
The FILES Certification course focuses on legal compliance, as well as FI processes and selling methods.
Course participants must demonstrate both legal knowledge and exceptional sales skills in order to earn FILES
certification. FILES certification covers both federal and state specific laws, and participants must renew their
certificate on a yearly basis.
TARGET AUDIENCE
Business Managers with at least 4 months of experience
DURATION
2½ Days*
* For JMA Group Clients, the FILES Certification course may
be combined with the Skills for the Business Manager
course and taught in a 5-day period.

30. Finance Insurance 28
TOPICS COVERED
The Interview
• Effective Questioning
- Broad Questions
- Specific Questions
- Narrow Questions
• Product Guidance
- Features
- Benefits
• Steps to the Interview
Retail Presentation
• Dealing with Rate Concerns
• Today’s Customer
• The 100% Concept
• The Customer Advantage Plan (CAP)
Advanced Closing Process
• Statements, Questions and Objections
• Facing Resistance
• The Custom Option
• Additional Up-Sells
• Customize a Close
Psychology of Selling
• Steps to a Sale
• Closing Questions
- Direct Closing
- Option Closing
Product Sales
• Extended Service Agreements
• Term Care Select
• Car Care Service Plan
Appendix: Custom Option Word Tracks
PREREQUISITE CLASS
Skills for the Business Manager
COURSE OBJECTIVE
The Advanced Finance Insurance course builds on the skills learned during the Skills for the Business Manager
training program. This course emphasizes the tools and skills necessary for experienced FI Managers to maxi-
mize profitability in the dealership and enhance customer loyalty.
FI MASTER SERIES: ADVANCED FINANCE INSURANCE
TARGET AUDIENCE
Finance Insurance Managers with at least 1 year of experience who have
already attended the Skills for the Business Manager training program
DURATION
2 Days*
* FI programs available to current JMA Group customers only.

31. Finance Insurance 29
TOPICS COVERED
What is a Deal Maker
• Definition
• Qualities
• Benefits
Being Proactive in the Sales Process
• Proactive vs. Reactive
• Circle of Concern vs. Circle of Influence
• Areas of Control
• Steps to Being More Proactive
Building Relationships with the Sales Department
• Understanding the Sales Manager’s Role
• Salespeople’s Fears
• Communicating with the Sales Staff
• Interpersonal Skills
• Getting Involved in the Sales Process
• How to Conduct an Effective Sales Meeting
Working with Your Lenders
• Lender Relationships
• Lender Criteria
• How to Read a Credit Report
• Structuring the Deal for Lender Approval
Reworking a Deal
• Needs Analysis
• Agreement or Alternatives
• Trial Close then Close
Managing Your Emotional State
• Why People Fail
• Change Your Physiology
• Find Your Peak State
• Sales and Your Emotional State
Breakthrough to Excellence
• Three Keys to Modeling Human Excellence
• Five Strategies for Breaking Wood
FI MASTER SERIES: HOW TO BE A DEAL MAKER
COURSE OBJECTIVE
This course improves both front-end gross and back-end profit by providing a better understanding of what it
takes to close a deal, as well as various ways to be proactive in the dealership, such as structuring deals with
the Sales Department. Attendees will return to the dealership with knowledge and confidence needed to earn
the reputation as a “Deal Maker.”
TARGET AUDIENCE
FI Managers, FI Directors and General Managers
DURATION
2 Days*
* FI programs available to current JMA Group customers only.

32. Finance Insurance 30
TOPICS COVERED
The Finance Manager’s Mindset and the
Resistance Meter
• How Attitude Impacts Success
• Lowering the Customer’s Resistance
Cash Customers
• Objectives when Working with Cash Customers
- Convert to a Finance or Lease Customer
- Sell Products
• Selling Products to a Cash Customer
• The Cash Menu
Lease Customers
• Why Customers Lease
• Selling to Lease Customers
• The Lease Menu
Virtual Finance Customers
• Working with Virtual Customers
• Modifying the Interview and Menu Presentation
for a Virtual Customer
FI MASTER SERIES: MAXIMIZING YOUR FI OPPORTUNITIES
PREREQUISITE CLASS
Skills for the Business Manager
COURSE OBJECTIVE
FI Managers are typically confident and successful when working with finance customers. However, cash
and lease customers are often viewed with trepidation, as are the ever-growing number of virtual customers
who purchase vehicles online. This class helps Finance Managers adapt their selling strategies when work-
ing with cash, lease or virtual customers, and provides solid tools and techniques designed to help them sell
more products and increase the dealership’s bottom line.
DURATION
2 Days*
TARGET AUDIENCE
FI Managers and FI Directors
* FI programs available to current JMA Group customers only.

33. Finance Insurance 31
TOPICS COVERED
Performance Deficiencies
• Reasons for Deficiencies
• Substandard Performance
Problems
• “Knowing” and “Doing” Problems
• Finding the Performance
Deficiency
• Solving “Knowing” Problems
• Feedback principles – Quality,
Timing, Specificity
• Behavior Management Concepts
- Self-Monitored Feedback
- Supervisory Feedback
- Peer Feedback
- External Feedback
- Objective Feedback
• Task Interference
Adult Learning
• Key Factors of Adult Learning
• Adult Learning Styles
• Three Basic Teaching Steps –
Tell, Show, Do
• Creating a Successful Learning
Environment
Why Coach?
• Factors Preventing Coaching
• Common Misperceptions of
Coaching
• What’s in it for me?
- Building a Strong Team
- Becoming a Magnet for Talent
- Sustaining a Support Network
Developmental Coaching
• Sales and Coaching Process
• TARGET Coaching Model
- Temperature
- Analyze
- Reasons for Action
- Guaranteed Solution
- Enlist Commitment
- Track and Follow Through
Presentation Skills
• Video Exercises
• Eye-brain Control
• Energy levels
• Presentation Organization
• Persuasive Format
• Creating Visuals
Priority Management
• Time Management Matrix
• Learning to Prioritize
• Short vs. Long Term Goals and
Objectives
• Personal and Professional
Management
• Pro-Active Time Management
FINANCE INSURANCE DIRECTOR
COURSE OBJECTIVE
The Finance Insurance Director course focuses on the skills and information necessary to increase profitability
and efficiency in the FI Department.
TARGET AUDIENCE
FI Directors
DURATION
2 Days*
* FI programs available to current JMA Group customers only.

34. Finance Insurance 32
THE DREAM TEAM
TOPICS COVERED:
“Yesterday’s” Salespeople vs. “Today’s” Salespeople
The Changing Role of the Sales, FI or Service Department
Customer Apprehension
The Perfect Manager
The Perfect Salesperson
COURSE OBJECTIVE
This highly interactive and challenging workshop is designed to open the channels of communication between
the sales and management staffs. Special emphasis is placed on improving perceptions and interactions among
participants in order to build a team poised for performance leadership.
TARGET AUDIENCE
Salespeople, Sales Managers, FI Managers, Finance
Directors, Service Advisors, Service Managers
DURATION
½ Day Module

35. ‣ SERVICE SALES CONSULTANT (SSC) CERTIFICATION
‣ TARGET SERVICE SALES
‣ SERVICE OPERATIONS
‣ DISARMING HOSTILITY AND LEGAL COMPLIANCE
Fixed Operations

36. Fixed Operations 34
TOPICS COVERED
Introduction
• Customer Retention
• Window of Opportunity
• Relationship Marketing
Effective Communication
• Promoting Open Communication
• Listening
• Speaking
The Service Write-Up
• Friendly Meet Greet
• Identify the Prime Item
• 3 Responsibilities
• Get the Vehicle Data
• Walk Around
• Confirm Understanding
• Administration
• Transfer Control
• Courtesy Inspection
• Menu Presentation
• Get the OK
• Active Delivery
Building Value in the Service
Department
• Explain Benefits and
Consequences
• Value Selling Opportunities
- Repair Diagnosis
- Menu Sale
- Correction of Prime Item
- Result of Courtesy Inspection
- Service Contracts
Telephone Skills
• Telephone Communication Skills
• Incoming vs. Outgoing Calls
• Types of Calls
- Appointment Calls
- Parts Call Back
- Price Quotes
- Sales Calls
- Active Delivery Calls
- Status Calls
Legal Ethical Compliance
• Unfair and Deceptive Trade
Practices Fraud
• Contract Elements
- Work Orders
- Repair Orders
• Magnuson-Moss Warranty Act
• Lemon Laws
• Gramm-Leach Bliley Act –
Safeguards Rule
SERVICE SALES CONSULTANT (SSC) CERTIFICATION
COURSE OBJECTIVE
The Service Sales Consultant (SSC) Certification program is a highly interactive course that focuses on improv-
ing performance and customer retention in the dealership’s Service department. The program aims to ignite a
positive change in the way Service Advisors interact with their customers. By covering such topics as the “art” of
the service write-up, value selling, effective communication, telephone skills, and legal compliance, Service Ad-
visors return to the dealership with tools and techniques they can implement in their jobs immediately. In order
to earn their Service Sales Consultant Certification, participants must also pass a final online certification exam.
TARGET AUDIENCE
Service Advisors and Service Managers
DURATION
2 Days

37. Fixed Operations 35
TOPICS COVERED
Professional Selling Techniques
• Understanding the TARGET Sales Model
• Psychology of Selling
Effective Questioning Techniques
• Broad Questions
• Specific Questions
• Narrow Questions
Handling Objections
• Differences between Questions, Statements and
Objections
• Types of Objections
• Three Steps to Handling Objections
TARGET Sales Model
• Temperature (Meet and Greet)
• Analyze
• Reasons for Buying
• Guaranteed Solutions
- Features and Benefits
- Trial Close
• Enlist Buyer Commitment
• Track and Follow-through
- Active Delivery
- Resell Services
Appendix: Features and Benefits
TARGET SERVICE SALES
TARGET AUDIENCE
Service Advisors and Service Managers
DURATION
2 Days
COURSE OBJECTIVE
TARGET Service Sales focuses on the TARGET Sales Model as the basis for developing professional selling skills
in the service department. Special emphasis is placed on effective questioning techniques, objection handling
and product knowledge in order to provide customers with the correct products and services, while developing
long term relationships with each client. This program uses extensive role-play activities to reinforce the
learning process.

38. Fixed Operations 36
Service Operations
TARGET AUDIENCE
Service Managers and Service Advisors in line
to be promoted to Service Managers
DURATION
2 Days
COURSE OBJECTIVE
The Service Operations course teaches Service Managers and Service Advisors intended for promotion the key
concepts for running an efficient and profitable Service Department. Special emphasis is placed on analyzing
financial statements, productivity and developmental procedures.
TOPICS COVERED:
Fine-Tuning Your Marketing
Program
• Service Department Customers
• Elements of Marketing
• Types of Marketing
• The 4 “Ps” of Marketing
- Price
- Product
- Placement
- Promotion
Gross Profit
• Gross Profit vs. Net Profit
• Structuring for Gross Profit
• Gross Profit vs. Total Selling Price
• Managing Discounts
• Warranty Labor
• Sublet Work
Expense Allocation
• General Guidelines
• Managing Expenses
• Possible Solutions
• Types of Expenses
Operational Productivity
• Productivity and Production
• Measuring Work Mix
Service Department Procedures
• Effective Labor Rate
• Clock Hours and Days per Week
• Calendar Utilization
• Facility Utilization
Organization Production
• Service Advisors
• Conventional Shop Production
• Work Group Production
• Team Production
• Dispatching and Shop Loading
Procedures
• Technician Proficiency
• Performance Meetings
Time Management
• Financial Statement Operating
Parameters
• Value Adding and Marginal
Activities
• Proactive and Reactive Behavior
• The Time Management Model

39. Fixed Operations 37
DISARMING HOSTILITY AND LEGAL COMPLIANCE
COURSE OBJECTIVE
In recent years, customers have become more knowledgeable and more demanding. Difficult customers and
difficult situations are becoming more commonplace on the Service Drive, and unfortunately, many customers
today are quick to become angry and aggressive. This course is designed to help service personnel work with
hostile customers in order to diffuse the situation and reach a positive outcome. This course also covers key
laws and regulations that impact the Service Department.
TARGET AUDIENCE
Service Advisors and Service Managers
DURATION
1 Day
TOPICS COVERED:
Using a Positive Approach
• Evaluating Your Words and Actions
• Communication
• The Power of a Positive Approach
Disarming Hostility
• Origins and Definitions of Hostility
• Steps Towards Disarming Hostility
• Phone Hostility
Abuse and Violent Behavior
• Types of Abuse
• Violent Behavior
Legal Compliance
• Unfair and Deceptive Trade Practices and Fraud
• Contract Elements
• Lemon Laws
• Gramm-Leach Bliley Act

40. At the PDC, we train
our students to
understand today’s
customers and
create a truly unique
buying experience.

41. ‣ 10 CRITICAL NUMBERS TO DEALERSHIP SUCCESS
‣ CLOSING SKILLS
‣ EFFECTIVE QUESTIONS
‣ OVERCOMING OBJECTIONS
‣ THE POWER OF THE PAY PLAN
‣ PRODUCT KNOWLEDGE
‣ TELLING IS NOT SELLING
‣ TELEPHONE SKILLS
‣ TIME MANAGEMENT
Mini Modules Webinars

42. Mini Modules Webinars 40
MINI-MODULES / WEBINARS
OVERVIEW
Mini-Modules and Webinars are short seminars designed to review the students’ understanding and/or enhance the learning of
select topics touched upon during various instructor-led courses.
DURATION
Mini-Module: 2-4 hour instructor led class*
Webinar: 45 minute seminar presented via WebEx
*The training duration will determine the depth of
information covered in each workshop.
TARGET AUDIENCE
Varies by Topic
AVAILABLE TOPICS:
10 CRITICAL NUMBERS TO
DEALERSHIP SUCCESS
Dealerships are fast-paced business
environments where the line be-
tween profit and loss can be crossed
very quickly. But there’s so much
happening on any given day, it’s easy
to get bogged down and lose track
of what’s really important. Managers
know it is their job to stay on top of
profitability and keep their depart-
ments on track. This seminar pro-
vides a helpful guide to ten critical
numbers dealership management
needs to track, and how monitoring
these numbers can make a huge dif-
ference to the bottom line.
CLOSING SKILLS
It’s not enough for a Salesperson
to simply present a product or
service; they must also close the
customer in order to finalize the
sale. This module emphasizes the
importance of good closing skills,
and teaches students the Six Steps
to a Successful Close.
EFFECTIVE QUESTIONS
In order to determine a customer’s
Dominant Buying Motives and true
wants and needs, it’s important to
ask effective questions. This mod-
ule covers the three different types
of effective questions (broad, spe-
cific and narrow) and teaches stu-
dents how to use these questions
to uncover vital information from
their customers.

43. OVERCOMING OBJECTIONS
One of the biggest mistakes Sales-
people make is to try and fight their
customers’ objections. Fighting a
customer’s objection only makes
the sales process more difficult,
and reduces the odds of closing the
sale. This module teaches students
an effective 3-step method for ad-
dressing and overcoming any objec-
tions they may face, thereby help-
ing them close more deals.
THE POWER OF THE
PAY PLAN
This educational and informative
seminar addresses one of the most
crucial areas of dealership opera-
tions; employee compensation.
The program discusses the pur-
pose and goals of employee pay
plans, and some typical mistakes
dealers make in their stores. The
seminar also examines the numer-
ous ways pay plans can impact
dealership profits, legal compli-
ance, customer satisfaction, and
employee retention.
PRODUCT KNOWLEDGE
(Service Contracts, GAP, Car Care/
Term Care Select, etc)
In order provide expert advice and
help customers compare data
and make informed decisions, it is
imperative to have strong product
knowledge. This seminar covers
the ins-and-outs of key dealership
products, highlighting both the
features and the benefits to the
customer.
TELLING IS NOT SELLING
Customers don’t want to be “sold,”
they want to “buy.” Successful
salespeople understand the im-
portance of getting to know their
customers and learning about each
customer’s buying goals. This work-
shop focuses on the importance
of understanding the customer’s
buying motivations, and presenting
product information in a way that is
designed to provide options allow-
ing the customer to feel in control.
TELEPHONE SKILLS
A customer’s first impression of you
and your dealership is often created
during a telephone call. As a result,
a simple phone conversation may
form the entire foundation for your
relationship with that customer.This
training is designed to cover the key
aspects of telephone skills, in order
to improve your first impression,
rapport building, and ultimately
your sales.
TIME MANAGEMENT
Time Management is one of the
most important skills for a great
Sales professionals to possess. In
order to accomplish everything you
need to do in a day, it is essential to
prioritize your numerous tasks and
responsibilities. This seminar intro-
duces students to the Time Man-
agement Model, a two dimensional
matrix that helps them analyze
their time and prioritize their tasks.
I am sitting at 15 cars delivered, $1,582 per copy, and 82% of the total finance income
is product profit. My Dealer wants as much of the finance income to come from
product sales as possible, so he is thrilled!
MynumbershaveimproveddramaticallysinceIattendedyourtraining! I’vedelivered
at total of144cars, with an average of$1,013per copy, a power rating of128, and36%
of the total income coming from reserve. The reserve-to-product ratio is exactly in
line with what my Dealer wants.
Thanks for training. I just did a $5,052 deal! You haven’t lost your touch!
I just had my easiest car sale ever, thanks to TARGET! Today’s Monday, and I will be
delivering TWO more cars! Here’s my sincere ‘Thank You!’
I used the Trial Closes from youR sales class and the customer ended up taking
delivery at 11:30pm that same night! The next day, I didn’t have any Ups, so I used the
prospecting tools and lined up 2 sales for Saturday. Also on Saturday, I greeted a
couple coming in the door, showed them a Civic, and ended up selling THREE cars on
only my third day! Thank you!
I just used the Advanced Closing method to convert a “neither” into a Basic option
with approximately $2,500 back-end profit.
Comparing 2012 vs. 2011, our dealership was up 7% Sales and 12% Total Gross. We
were also ranked the #1 Dealer in Wisconsin for the second year in a row. We have
been using the TARGET Sales training quarterly since 2004.
After all of our Finance Managers attended the Maximizing Your FI Opportunities
class, there was a company-wide Lease PVR increase of $102. The Leasing Finance
Income rose $34,708 on 339 lease units, and our Lease Power Rating increased from
72% to 80%.
Mini Modules Webinars

44. COURSE
CATALOG
PERFORMANCE
D E V E L O P M E N T
C E N T E R
Justina Davis
Director, Performance Development Center
Phone: 954-418-5357
Email: Justina.Davis@jmagroup.com
Heather Haynes
Training Manager
Phone: 954-596-3132
Email: Heather.Haynes@jmagroup.com
Neal Yanez
Program Strategy Manager
Phone: 954-418-5288
Email: Neal.Yanez@jmagroup.com
Dominic Pisano
AutoSales2
Supervisor
Phone: 309-361-4672
Email: Dominic.Pisano@jmagroup.com
Judi HarTnett
Operations Supervisor
Phone: 954-418-5094
Email: Judi.Hartnett@jmagroup.com
Contact Us
PDC Course Catalog AutoSales2
Demonstration