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1. “Golf swings begin and end in the mind.” pg.8
.biz
August 2003
Don Elliott
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3. manager
I N S I D E
driventeam operation
uccessrevenue automobil
4 Eliminate Enemies of Success and Happiness
solutions
Brian Tracy
5 The Hustle David Thomas
6 How to Hire the Best Person for the Job Pam Holloway
profitprofessional
7 No Stress Selling Fran Taylor
8 Don’t Hit It at the Target Brian Manzella
sales
10 Recruiting Better Sales People Tony Ray Munson
11 Back to the Basics of Advertising Rob Mudd
12 Is Your Life Dying From Making a Living Leo Weidner
13 You Can Be a Top Performer Mark Tewart
14 The New Guy: Action Plan Steve Hiatt
16 Auctions Make the Market Don Elliott
18 Nuisance Charges Jeff Blackey
19 Maximize Your Opportunities With
Credit-Challenged Customers Kevin Smith
20 Auto Technician’s Income Advantages Ryan Tithof
21 The Return on Your Investment With Good Security Bernard Boule
22 Managers Evaluation: Successful Leadership, Part 1 Joe Verde
26 Customer Development Center vs.
Sales Person Development Center Terry L. Isaac
27 Tremendous Increase In Increments of One Timothy Gilbert
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Success Driven Solutions
• pat@autosuccess.biz
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• susan@autosuccess.biz
Lindsay Porter, Copy Editor
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• amy@autosuccess.biz
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• jeff@autosuccess.biz
Facsimile: 502.588.3170 Thomas Williams, Creative Director
dealer
God Bless America Web: autosuccess.biz • thomas@autosuccess.biz
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4. leadership solution
BrianBrian Tracy
By Tracy
Eliminate Enemies
of Success and Happiness
The greatest sometimes in a matter of minutes or even that sounds good, even though you
enemies of success seconds. know that you were an active agent in
and happiness are whatever occurred. You often create
negative emotions. Stop justifying. complex ways of putting yourself in the
Negative emotions The first of the four root causes of right by explaining that your behavior
hold you down, negative emotions is justification. You was really quite acceptable, all things
tire you out and take away all your joy can be negative only as long as you can considered. Rationalization keeps your
in life. Negative emotions, from the justify to yourself and others that you negative emotions alive. Rationalization
beginning of time, have done more harm are entitled to be angry or upset for some and justification always require that you
to individuals and societies than all the reason. This is why angry people are make someone or something else the
plagues of history. continually explaining and elaborating source or cause of your problem. You cast
on the reasons for their negative feelings. yourself in the role of the victim, and you
One of your most important goals, if you However, if you cannot justify your make the other person or organization
want to be truly happy and successful, is negativity, you cannot be angry. into the oppressor or the ‘bad guy’.
to free yourself from negative emotions.
Fortunately, you can do this if you learn Refuse to Rise above the opinions of others.
how. The negative emotions of fear, rationalize and make excuses. The third cause of negative emotions
self-pity, envy, jealousy, inferiority The second cause of negative emotions is an over concern or a hypersensitivity
and anger are mostly caused by four is rationalization. When you rationalize, about the way other people treat you. For
factors. Once you identify and remove you attempt to give a ‘socially acceptable some people, their entire self-image is
these factors from your thinking, your explanation for an otherwise socially determined by the way other people speak
negative emotions stop automatically. unacceptable act’. You rationalize to to them, talk to or about them, or look at
When your negative emotions stop, the explain away or put a favorable light on them. They have little sense of personal
positive emotions of love, peace, joy and something that you have done that you value or self-worth apart from the
enthusiasm flow in to replace them, and feel bad or unhappy about. You excuse opinions of others. If those opinions are
your whole life changes for the better, your actions by creating an explanation negative for any reason, real or imagined,
the ‘victim’ immediately experiences
anger, embarrassment, shame, feelings
of inferiority, depression, self-pity and/or
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Surveying down the trunk of the tree, all the fruits of
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Consulting to local emotions is for you to accept complete
responsibility for your situation. You
architects and cannot say the words, ‘I am responsible’
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Design - Build accepting responsibility short-circuits
Services and cancels out any negative emotions
a praxis3 company
you may be experiencing.
866.856.6791 Brian Tracy is the Chairman & CEO of
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4 autosuccess.biz

5. sales tips with David Thomas
DavidByThomas
David Thomas
The Hustle
What does it take best car sales people on the planet. He • Hustle is getting the order, because
to be really great went from sales person…to manager…to you got there first or stayed with it
in car sales? That’s dealer…to dealer group owner in 15 after everyone gave up.
the million-dollar fast years. He was a huge motivator and • Hustle is shoe leather and elbow
question everyone teacher to all and inspired many associates grease and sweat and missing lunch.
wants to know. to reach new heights. His philosophy was • Hustle is getting prospects to say
simple. Robert’s reason for living was ‘yes’ after they’ve said ‘no’ twenty
Is it detailed product knowledge? Yes. God, family and selling cars, in that order. times.
Is it a professional appearance? Yes. Is it He was great at all three. • Hustle is doing more unto a customer
an outgoing personality? Yes. Is it your than the other guy is doing unto them.
clothing? Yes. Is it your product? Yes. Is Robert died in a plane crash on the way • Hustle is believing in yourself and
it your location? Yes. Is it your dealer’s back from a dealer meeting in Las Vegas. the business you’re in.
reputation? Yes. I think about him and the hustle often and • Hustle is the sheer joy of winning.
see if I am living up to his expectations. • Hustle is being the sorest loser in
All of these contribute to your success. He died a winner in life and in sales. I hope town.
But, if you really want to know, there I can say the same. Examine yourself and • Hustle is hating to take a vacation,
is one magic ingredient that will make see if you have the hustle. because you might miss a piece of the
or break you: ‘the hustle’. It is the action.
difference between selling five a month The following exemplifies what Robert • Hustle is heaven if you’re a hustler.
or 20 a month. It is the difference between was all about. This was printed in the • Hustle is hell if you’re not.
making a paycheck or a great living. It is eulogy at Robert’s funeral. HG’88
the difference between a great career and
a job. What is hustle? David Thomas is the Owner of West
• Hustle is doing something that Texas Nissan in Odessa, TX. He can be
Robert Fry was a great friend and mentor everyone is absolutely certain can’t be contacted at 866.429.6803, or by email
to me for many years. He was one of the done. at dthomas@autosuccess.biz.
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august 2003 5

6. leadership solution
Pam Holloway
By Pam Holloway
How to Hire
the Best Person for the Job
Consider this, a candidate for a sales position. “Tell me 3. What strategies do you use to
any question a about a time when you had to work repeat the customer’s key concepts
job applicant can under stress.” In order to answer this, back to him/her during your sales
answer ‘yes’ or the applicant must go back in his/her presentation?
‘no’ to probably memory and relive the experience. If he/ 4. Tell me about a time when you
won’t give you quality information. she shows signs of reliving the stress, you overcame your own mental block or
Behavioral-based questions, on the other know immediately that this is a person prejudices to make a sale.
hand, provide you with key information who might not work well under pressure. 5. Tell me about a sales incentive
on how well the person is likely to If the applicant shows any emotion at all program that motivated you.
perform the job. in answer to that question, it indicates 6. How do you try to show each
that he/she has difficulty shrugging off customer that he/she is important?
These questions begin with something emotion. Thus, he/she might not handle 7. Tell me about your worst customer
like, “Tell me about a time when...” or rejection well. dilemma and how you overcame it?
“Describe how you...” Why are they
effective? Because, behavioral questions Sample behavior-based interview questions: Adaptability:
are based on a simple, yet powerful General: 1. Tell me about a time when you
premise – the best predictor of future 1. What did (or do) you enjoy most worked effectively under pressure.
behavior is past behavior. about your last (or present) job? 2. Tell me about a time when you had
2. What did (or do) you enjoy least to adjust your working style in order
If you remained cool under pressure in about your last (or present) job? to achieve your objectives.
a difficult situation in the past, there’s a 3. How has your previous experience 3. Give an example of a situation
good chance you’ll react the same way equipped you for this job? in which you failed, and how you
when you face one in the future. If you 4. Why did you leave your last job handled it.
were able to change an angry customer (or why do you want to leave your
into a happy customer in the past, present job)? Decision-making & problem solving:
chances are you will use that skill and 5. Of all the work you have done, 1. Tell me about a difficult decision
repeat that behavior in the future. where have you been the most you had to make. What made it
successful? difficult? What did you learn?
Rather than asking a job applicant 6. What can you do for us that 2. Tell me about a time when you
directly if he/she has a particular skill someone else cannot? had to make a decision without all
or trait (to which he/she would almost 7. How can we best reward you for the information you needed. How
assuredly answer ‘yes’), in behavioral doing a good job? did you handle it?
interviewing, you ask applicants to 8. What kind of supervisor is likely
tell you of a specific time when they to get the best performance out of Communication:
demonstrated the particular skill or trait you? 1. Tell me about a time when you
you’re looking for or when they dealt 9. What would your greatest did your best to resolve a customer
with the kind of situations that occur in business champion say about you? or client concern and the person still
your business. 10. What would your greatest wasn’t satisfied. What did you do?
adversary say about you? 2. Tell me about a time when you
The best behavioral questions will help 11. What was the biggest success of lost (or won) an important contract
you elicit these three critical pieces of your career? or sale.
information: 12. What is the one thing that you 3. Relate a personal story in which
1. The situation or task – What was it would have done differently in your you persuaded someone to do
they needed to accomplish? career? something that initially did not
2. Action taken – What did they do? 13. Describe the best person you ever appeal to them.
3. Results achieved – What worked for or who worked for you?
happened? What were the results? Goal setting:
SpeciÞc skill: 1. Give me an example of an
You can also use behavioral questions to 1. Tell me about a time when you important goal that you set, and tell
uncover ‘red flags’ – something about the demonstrated __________ skill. me how you reached it.
applicant that may make them a bad fit 2. What steps did you take? What
for the job. Listen closely to how people Sales: obstacles did you encounter? How
describe their thoughts and actions in 1. Show me how you would sell me did you overcome the obstacles?
specific situations. Look for behavior on our product or service. 3. Tell me about a goal that you set
that you wouldn’t want duplicated. 2. What strategies do you employ that you did not reach. What steps
for finding common ground with did you take? What obstacles did
For example, let’s say you’re interviewing customers? you encounter?
continued on page 28
6 autosuccess.biz

7. sales and training solution
Fran Fran Taylor
By Taylor
No Stress Selling
Stress comes from Here are a few ways to incoming calls a day, and get on the
not selling cars eliminate stress in automotive sales. phone until you have a minimum of one
and not doing the Have written goals. How many cars confirmed appointment a day. Go out
right things on a do you want to sell, and how much and prospect every day, and hand out
daily basis. It’s commission do you want to make on cards with a $100 referral on the back.
your choice to be each vehicle sold? That’s 4.76 per (Check the laws, and make sure this is
successful. It’s your choice to sell a lot week if you want to deliver 20 a month. legal in your state.) Stick with this daily
of cars and make a lot of money or just Your goal should be to sell at least one plan, and you will sell more cars.
simply get by. car a day. You need at least one to two
When you have a qualified customer,
slow down to go fast. Be excited on your
meet and greet. Make a million dollar
presentation. Go on a long demo ride, and
get the people to like you and the vehicle.
If you go on a short demo and try to sell
a $25,000 vehicle going only five miles,
that’s stress. There is no value built on
that demo ride, and you are selling price
alone. There goes gross, which equals
stress.
When you come back from a demo, do
a walk-through of the service department
before you write-up your customer. Sell
yourself with an, ‘I come free with the
deal’ attitude. Customers love the service
walk and like you better, because you
show you care.
Stress comes from shortcutting the steps
of a sale and thinking you can make big
money.
Discipline yourself to form a daily
routine to make appointments, take ups,
take incoming calls, have goals and not
shortcut the steps of a sale. That means
less stress, because you will become
more successful than the sales people
with no plan. This is more fun, because
you stay busy compared to sales people
just waiting for ups.
If there are seven sales people waiting
outside a dealership. Who gets the up
out of the seven? Is it the fastest guy?
Does it depend on what type of car pulls
up? That is stressful. Go make it happen.
Have a plan every single day, and stick to
it. Your stress will virtually disappear. It’s
your choice. Make that choice today; it
will affect you and others you care about
in a positive way, because you are doing
what is right. You will have more fun and
make more money with a plan. And, most
of all, you will eliminate stress.
Fran Taylor is the President and CEO
of Taylor Techniques, Inc. He can be
contacted at 866.873.0041, or by email
at ftaylor@autosuccess.biz.
august 2003 7

8. golf tips
Brian By Brian Manzella
Manzella
Don’t Hit It at the Target
Let’s start with the closes to the target as the club swings hit the outside of the back of the ball to
single most basic to the finish. For a dead straight shot to start the ball left and ‘play’ their slice.
element of making occur, the clubface contacts the inside-
the ball go toward back of the ball with the face slightly picture 2
the target. Where open and carries the ball with it for
does the clubface have to be at impact to almost an inch. The ball rebounds off the
make the ball go straight to the flag? The clubface when the face is square (picture
quick and easy response is square, but 2). The ball flies straight at the target
just as it looks like the sun rotates around while the clubface closes as the golfer
the earth, it is an illusion. swings to the finish.
The golf club is made of metal or another There are two more points to consider:
very hard surface. It is traveling, even for because the clubhead starts the swing
average players, near or more than 100 on or near the ground, it also goes up as
mph with a driver. The ball is made of it goes back. Additionally, because the
a synthetic, rubber-like substance that golfer stands to the side of the ball, the
is elastic. When they collide, the ball clubhead also goes in toward the golfer
deforms on the face of the club and is as it moves away from address. This
carried along by the speeding clubhead means that from the top of the swing
for nearly an inch (picture 1). When the back down to the swing’s lowest point
ball separates from the clubface, the (when the clubface would be square,
clubface is nearly always in a different normally), the clubhead is traveling
alignment with the target than it was at downward and outward toward the
impact. inside back of the ball. The only reason anyone slices the ball
is because the clubface is too open at
So, for the ball to go straight at the target, This all gives us the recipe for perfect impact and still too open when the ball
the face must be square at separation. The contact with the ball and straight-away takes off from the face. These golfers
golf swing is circular. Since the clubface ball flight. The clubhead is moving need to learn to open the clubface less
normally opens as the club swings away downward, outward and forward toward on the backswing and close it more on
from the ball and closes toward square impact, which occurs on the inside back the downswing. It is helpful to remember
as the clubhead approaches the ball, then of the ball with the face still open and to turn the entire left arm closed through
the clubface must be open at impact for the clubhead still moving downward and impact until the clubface is pointing at or
a straight shot. outward. You hit the ball down and out, near the ground well past the ball. If the
not toward the target. slicers do this in concert with opening
How open? About three degrees, which the clubface less on the backswing, they
is visually noticeable. All of this means No matter the shot, you should look at too can hit the inside-aft quadrant of
that the clubhead will have to contact this area of the ball, and hit down on the ball on the way down and out with
the inside of the back of the ball with it—every shot you ever hit—for the rest fantastic results.
the clubface slightly open. This impact of your life.
alignment influences every single Contrary to popular opinion, muscles
component of the golf swing. If you slice, and most golfers do, and don’t have any memory. Golf swings
the only thing from this article you tried begin and end in the mind. Start applying
Let’s review: the clubface opens to the to incorporate at the range was hitting this month’s information in your coconut.
target as the clubhead swings away the inside of the ball on the way down, A famous teacher from long ago, Alex
from the ball. The clubface closes on the you might hit the ball farther right. Most Morrison, used to correctly preach
downswing, at some point is square, then golfers need to come ‘over the top’ and “Better golf without practice.” But when
you do start to practice hitting the inside
picture 1 of the ball on the way down, remember
to start slow and short and build to the
longer swings.
Brian Manzella is a PGA Teaching
Professional. He can be contacted
at 866.873.0036, or by email at
bmanzella@autosuccess.biz, or visit
www.brianmanzella.com.
8 autosuccess.biz

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10. leadership solution
Tony RayTony Ray Munson
By Munson
Recruiting
Better Sales People
The best thing to Here are some rules for the interview: • What would cause you to leave a
do while recruiting • Don’t oversell your company. particular company?
is look for people • Ask tough questions.
before you need • Avoid interruptions during the interview. Listen carefully to their answers. See
them. Make a great • Focus on questions, and let them how well they communicate. Take notice
advertisement that do the talking. if they can turn the interview around and
shows what you are offering. Good people • Clearly explain the job description. start asking questions. This shows that
will want to know why they should work • Don’t gossip (no war stories). they take control and investigate, which
for you (excellent pay, benefits, five- • Take your time; be thorough. is what they will be doing with your
day workweek, demo, etc.). Display the • Let them know what to expect customers.
advertisement in your service department from your dealership and your
also. Customers of yours might be management. And finally, look for personality and
interested or know someone that would attitude. You can give personality tests
be good. They are already sold on your Try to get them to talk 70 percent of the and run background and drug tests also.
dealership. time. Here are a few questions to ask: Make sure you check all of the laws in
• Why are you looking for another job? your state.
Make sure to take enough time to • Why did you pick sales?
do the hiring correctly. This means • Tell me about your last job. After you hire a great sales person, and
interviewing extensively, having more • What makes work meaningful to they are performing well, continue to help
than one interview for the best people you? (Motivators) them, praise them for specific actions.
and even having multiple people within • What do you like about work? Treat all your employees like a somebody
the dealership to do the other interviews. • What do you dislike about work? not a something.
Verify all of the information and • If you had no limits what would Tony Ray Munson is the President of
references the applicant gives. Look at you do or be? (Dreams) Sales Systems International, Inc. He
why you might fire them before you even • What would cause you to join a can be contacted at 866.265.6575, or
hire them. particular company? (Values) by email at tmunson@autosuccess.biz.
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11. marketing solution
RobByMudd
Rob Mudd
Back to the
Basics of Advertising
The elements of has to be present to make this plan work. You have many choices of advertising
advertising that Offers can always change. You can mediums: broadcast television, cable,
have been around change your creative message as needed. radio, newspaper, direct mail, Internet,
for decades are The buying of your media is what needs billboards, etc. Deciphering all of these
the same today. to be consistent and focused. choices to the one or two that will be
Although creative effective for your dealership is where
messages and mediums have evolved, This is where your dealership can get your advertising agency earns its keep.
the principles of implementing your more bang for the buck. By effectively What you need to achieve, first and
message to your market have stayed researching your history, you can greatly foremost, is dominance in one medium
primarily the same. As a dealer, you need improve your future. and then move to the next. Find the
to make sure that you remain consistent medium that is most efficient and
with the basics. “What are my best days of the week, remember, reach tells; frequency sells.
best days of the month, best months There is no need to try to be everything
1. Know your market. of the year?” By asking yourself these to everyone; you need to buy vertically.
It is a simple but often overlooked questions, you can put your advertising
element. You need to make sure you budget to work when it will be most 5. Evaluate the results.
know where your strength lies in your effective. Keep a report card on your advertising.
dealership relative to your market. “Does When you get your marks at the end of
my store sell predominately used cars?” When determining your advertising each month, look over your numbers and
“Am I a new truck dealer?” “Do I have a budget, do you allocate a specific dollar determine your cost per sales opportunity
strong secondary finance presence in my amount per vehicle, or do you look at (advertising dollars spent divided by
market?” Having the knowledge of what a fixed percentage of your combined traffic count). How many dollars is it
your market needs and buys will save new and used variable gross? It is costing you to deliver a new or used
your dealership money. advantageous to have your advertising unit? What percentage of gross profit
budget be a fixed percentage of gross does that number represent? What weeks
You also need to know what your profit every month. By using this and days did you see spikes in traffic?
potential is in your market. How many principle, your advertising expenditure What message and media were you using
pump-ins are coming in your area of never gets out of line with the inevitable when these numbers increased?
responsibility? low grossing months.
These five steps are the basic elements
2. Plan your inventory. 4. Select an you need to follow for greater
Have inventory reflective of your effective media and dominate. effectiveness in your advertising.
customer. Like all systems, you have to Buy vertically. There are two key factors
understand step one in order to move that will influence this decision: your
on to step two. If you understand your market and your advertising budget. It
market, you know what type of vehicles would be great if you could dominate Rob Mudd is the Senior Vice President
you need to have in your inventory mix. every medium. The truth of the matter of The Mudd Group. He can be
Focus on advertising what is hot, and is that very few dealers have the budget contacted at 877.804.3485, or by email
promote what is not. There is no need to to do this. at rmudd@autosuccess.biz.
spend your advertising money on units
that are not going to bring in potential
customers. Advertise inventory that will
create traffic.
When it comes to your used inventory, SAY “THANK YOU”
determine what were the top 10 new
vehicles sold in your market last year, For just Peanuts!
and concentrate on buying those vehicles Show your appreciation to your best sales,
at auction. Whatever models were selling service and body shop customers, without
last year, will likely be the hot ticket
again this year. breaking the bank. Give them a gift of
Fine Virginia Peanuts.
3. Plan your advertising expenditures.
A 90-day plan makes a difference.
Planning your advertising placement
at least 90 days in advance can help
CLASSIC NUTS OF VIRGINIA
LET US DO THE WORK . . . YOU GET THE CREDIT!
eliminate last minute, knee-jerk
reactions. Commitment, on your part,
www.classic-nuts.com sales@classic-nuts.com 866.873.0031
august 2003 11

12. leadership solution
Leo Weidner
By Leo Weidner
Is Your Life
Dying From Making a Living
In our money- matters most in your life first, i.e., “I put levels of success you must serve
centered society, my spouse first, I exercise, I eat right, I yourself first.
many people are spend quality and quantity time with my
dying from making children, I love my work environment, 4. Family - my relationship with
a living. Marriages I have spirituality in my life, I have my spouse and children. It has been
are dying. hobbies I really enjoy, I serve and give to said, “No success (no matter how
Relationships with children, health, others—my life is in balance.” great) can compensate for failure
spirituality and overall enjoyment in life in the home.” Have face-to-face,
are dying, all in the midst of ‘just trying True life balance meaningful conversations with your
to make a buck’. Stress is killing people. is all about relationships. spouse each evening before retiring.
The big question is, “Is your life dying If you truly desire to make more money, Have a ‘date night’ with your spouse
from making a living?” reduce your stress and increase the every week. Take 20 minutes each
balance in your life, the grand key is day to spend quality one-on-one time
Years ago while working with the great the quality of your relationships. To with each of your children.
Napoleon Hill (author of Think and Grow achieve life balance, take care of your
Rich), he taught me a very important most important relationships first. Try the 5. Social - my relationship with
lesson. He said, “So many people focus following order: others. As you place relationships one
on making dollars to the exclusion through four first, you will find your
of their personal lives. If they would 1. Spiritual - my relationship with my relationships with your colleagues,
just wrap their businesses around their Creator; the spiritual/philosophical. employees and customers improve
personal lives, instead of the reverse, Spend quality time each morning dramatically. People will sense your
which most do, they would become far in meditation, prayer, reading aura, your energy and will be drawn
more productive, work fewer hours and inspirational material, etc. This will to you.
enjoy their journey a whole lot more.” set you up for success in everything
you do throughout the day. 6. Financial - my relationship with
Many people have doubled and tripled money and my job. If you will take
their incomes in relatively short periods 2. Emotional/intellectual - my care of, in order of priority, the
of time. And, they didn’t have to work relationship with myself. Recharge five key relationships listed, your
double or triple the number of hours your emotional and intellectual relationship with money and your
to achieve these results; the grand key batteries. Keep a journal, read from job will be improved in ways that
to their success is the edge they gained a favorite book or study a foreign will astound you. Remember, if you
through having life balance. language—keep growing emotionally keep your focus on relationships one
and intellectually. through five, the money will take care
Many feel the stress and do it anyway. of itself.
You may be thinking, “I have stress every 3. Physical - my relationship with my
day—it’s just the way it is—I deal with body. Take time every day (morning Attain life balance, and you will attain the
it and push myself forward.” Years of is best) to exercise. Eat a healthy, life and career you’ve always dreamed of.
feeling the stress and doing it anyway sensible diet.
exact a heavy toll on marriages, families, Leo Weidner is the Chairman of
physical and mental health. Numbers one through three are LifeBalance Institute. He can be
essential to your success in every contacted at 866.429.6826, or by email
Wrap your business/career other relationship and aspect of your at lweidner@autosuccess.biz, or visit
around your personal life. life. In order to achieve the highest www.lifebal.us.
In today’s bottom-line-focused business
world, so many people, especially people
in sales, wrap their personal lives around
their businesses/careers. But those who
wrap their businesses/careers around
their personal lives, placing what matters
CONSIDERING SELLING YOUR DEALERSHIP?
• QUALIFIED BUYER
877.818.6620
most at the center, experience a reduction
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and personal income that are nothing
short of astounding. • PREFER IMPORT FRANCHISE
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and ‘X’ amount of time at work is not
balance. Balance is having the peace of
mind knowing that you are putting what
12 autosuccess.biz

13. sales and training solution
Mark Tewart
By Mark Tewart
You Can Be a Top Performer
The difference Top performers doggedly pursue successful For the next 30 days, implement the 4D’s
between getting habits. Watch your thoughts; they become of action management: dump it, delegate
the results you your words. Watch your words; they it, defer it or do it. When anything comes
want and being become your actions. Watch your actions; your way that requires a decision, ask
average is action. they become your habits. Watch your yourself, which of the 4D’s would benefit
To win more, is to habits; they become your character. Watch you most. If it doesn’t help grow you, your
fail more. Failing with reflection creates your character; it becomes your destiny. family, friends, business or happiness,
education. The more action you take; the Be willing to dream and design your goals. don’t do it. Choose one of the other 4D’s.
more money you make. When humans are Think bigger. It doesn’t take much more Some of the things that require action are
in motion, they tend to be happier, more to produce a lot than it does to produce a better served being delegated to others. If
productive and constantly learning from little. Producing little, actually takes more you hate following up, and you are willing
their actions. You can’t add or delete time. emotional and physical endurance. to admit to being lazy in that area, hire
That’s why the term ‘time management’ someone else who would be willing to
is a misnomer. You can’t manage time; Starting this week, monitor your current do it and do it better. If you can’t afford
you can only take more action and better action with more processes than ever it, then group with others having the same
manage your actions in your time. before. Have a written, hourly game plan problem and share in the costs. There is
using software or manual planners. Create always a way. When you defer items,
Top performers must have the God given a strong focus for each hour that you write them down, and put a date on the
talent to succeed. Although great sales would like to accomplish. Next, create a item as to when you will make a definitive
people are made not born, you can’t make to-do list, and write all the specific actions decision on this item and then put it in a
something from nothing. You can put you would take to accomplish your hourly visible folder that you have on the wall.
make-up on a pig, but it’s still a pig. A goals. Prioritize your actions from ‘must
top performer has the following abilities: do’ to ‘why do’. If you write a review For the next 30 days, make a commitment
relates to people, displays confidence, has each hour of what actions you have taken, to take massive action. Give more effort
a high sense of urgency, gets people to say you will be amazed at how much time is than you have ever done before, and
yes to their product or service, utilizes goals wasted. Twenty percent of your actions get monitor the results. Remember, it’s hard
and rewards, has a commitment to learn, you eighty percent of your results. for good people to become great, but it’s
and grows to become a top performer. If really easy for a good person to become
a person has the God given abilities that Everyone knows about to-do lists, but average.
would relate well to the sales profession, have you ever created a stop doing list?
they can begin to work on all their assets What good is writing actions in a to-do
to become a top performer. Twenty-five list, if they don’t help you get results?
percent of sales people account for fifty- Create a stop doing list, and at the end Mark Tewart is the President of Tewart
seven percent of the sales. Seventy-five of each day, review your successes and Enterprises. He can be contacted
percent of the remaining sales people are failures, and write down the areas you will at 866.429.6844, or by email at
picking up crumbs. reduce or stop spending time in. mtewart@autosuccess.biz.
august 2003 13

14. sales and training solution
SteveSteve Hiatt
By Hiatt
The New Guy: Action Plan
Last month, to go about helping them develop those himself up and dust off before taking
we covered the characteristics differently. the next customer. Knowing that pure
processes of the enthusiasm can sustain you for the first
hiring and initial With the struggling New Guy, we 90 days in sales, our challenge with
training of our most have found that showing by example him is building sustainable work habits
recent ‘New Guy’. combined with very constrained activity that both farm and hunt deals. In other
The basics of the interviewing, hiring monitoring will determine whether words, prospect, follow-up and prospect,
and training process were covered. we help him survive today, to build a but close as many walk-ins and phone
Around the same time, we also hired base for the future. We will do this by ups as possible in the meantime. In fact,
another New Guy going through a very managing his activities: each up, phone that can help balance. Who doesn’t like
similar process of training, although up, turn and write-up. In most stores, if the feeling of closing a prospect their
slightly different, due to him having you can’t handle the customer, you turn first time in? And who doesn’t like the
some sales experience at a nearby store. them. That works very well for some feeling of knowing you don’t have to
Now, we will review both New Guys personality types but doesn’t provide get sunstroke or freeze while waiting for
and the action plans developed for their the opportunity to watch and learn a an up, because your third referral of the
individual, continued success. professional handle the deal. If you are month was just sent in?
a manager or a successful sales person,
At this point, the rubber meets the road. the odds are that there was a mentor Action plan.
The initial training is over and how early in your career that didn’t just tell Congratulate the successes. Let him
the New Guys react in real life, under you how to do things, but specifically know exactly what he is doing right.
real pressure becomes paramount. This showed you. Don’t just give a vague pat on the back
is where real character development but specific praise for specific activities,
takes place and selling styles become a Action plan. habits and skills that are bringing results.
blend of personality, drive, training and Provide hourly contact and management Focus on building the future. Make sure
discipline. by the immediate sales manager. Waiting that selling cars today doesn’t shortcut
until the end of the shift to recap won’t the skills and habits needed to survive
Where the two New Guy’s results are help this talented person survive. Is there tomorrow. Work on prospecting plans
now, is exactly that, where they are someone in your store who needs more and skills. Schedule specific times for
now. Today doesn’t always indicate than a daily pulse taken to help ensure mail outs, phone calls and face-to-face
tomorrow, but surviving today as a new their success? You need to get the scripts prospecting.
sales person can make the financial that have been trained coming out of
difference of being able to run a long the sales persons mouth so frequently, The key I remind myself and my
distance race. from practice, that they become natural managers of, in building successful
responses in any given situation. people, is that we must work toward
At the time of writing this article, one of their strengths, and make them aware
our New Guys is doing very well, and The New Guy that is doing well has of their weaknesses. Grow a person’s
the other is struggling. As management, things falling into place very quickly. talent, by matching skills and activities.
at this point in their careers, we can Two of his successful qualities are Then help them recognize and avoid
make the biggest difference in the short- definitely ego and empathy. He really downfalls. If you build a lot of rapport
and long-term results in many areas. cares enough to cut through the veneer and fail to use that rapport by closing,
The characteristics we dug for in the of the customer, has enough ego to close then there are two obvious areas to
interviews are still there, we just have after repeated rejection, and can pick deal with. The solution may be linking
questions to setting up a close. If a sales
person can remember all the product
knowledge but doesn’t relate it in a way
that builds value, then there are two
more areas to work on: yes questions
and practicing presentations.
Next month, we will deal with the results
and ongoing training areas for both of
the New Guys. Feel free to write or call
with any questions or suggestions.
Steve Hiatt is the General Sales
Manager of Hiatt Pontiac GMC, Hiatt
Outlet and Hiatt of Auburn. He can be
contacted at 866.265.5616, or by email
at shiatt@autosuccess.biz.
14 autosuccess.biz

16. feature solution
Don Elliott
By Don Elliott
Auctions Make the Market
It happens every day at car dealerships title processing, transportation, and On the other hand, purchasing vehicles at
just like yours. Your sales person has dealer financing. In 2002, auctions in the auction is a proactive way to build used
done his/her job by landing the customer U. S. and Canada handled transactions car inventory with vehicles ‘targeted’
on the right car, and the customer already valued at $81 billion, an indication that for your market, thereby maximizing
sees it parked in his/her driveway. But the funds transfer process is an integral turns and gross profit. According to
how much can you put into the trade to part of taking your cars to the auction. the NADA Dealer Academy, auction-
make the deal work? sourced vehicles yielded $1,511 gross
The auction industry has also embraced profit per unit retailed last year, slightly
You can check guidebooks, call your and implemented Internet technology to less than profits on street purchases
buddy across town, look for similar allow dealers and remarketers to preview and trade-ins. However, consider that
cars in your inventory or package it for inventories in upcoming auction sales, auction-sourced units typically sell or
the wholesalers on Monday morning. bid on and purchase vehicles online, turn quicker resulting in a higher return
But until somebody actually pays you review auction market reports, and on capital.
for the trade-in, its value is only an manage auction inventories. Dealers can
educated guess. check recent auction sales online and, in How can you get the most out of your
some cases, both view and participate in wholesale auto auction? Remember that
Wholesale car auctions have live auctions as an active bidder directly most of your peers and competitors are
been providing the solution to the from the dealership. already using the auction to help manage
redistribution of used cars for the their inventories. They want and need
better part of a century. Through active Research shows that franchised dealers your trade-ins. The job of the auctioneer
bidding, auctions determine the exact take trade-ins on approximately 60 at the auction is to bring buyers and
value of any given car on that particular percent of the new vehicles they sell sellers together for maximum returns to
day in that market area. And, because and 35 percent of their used vehicle both parties.
of the volume, selling prices remain sales. A large portion of those trade-ins
relatively consistent and predictable—a may not match the dealer’s inventory Six steps to auction success:
valuable tool for any sales manager who profile and will either sit in inventory • Be present on the block to
has to know the best price he/she can or need to be wholesaled. Instructors represent your cars. Someone from
offer for that trade-in vehicle. at the NADA Dealer Academy stress your dealership with the ability to
to their students that a 90-day-old unit make the selling decision will be
Wholesale auto auctions do more than has been in inventory for 25 percent of able to see, based on the number
bring buyers and sellers together to the model year – a sizeable portion of a of bidders on any particular car,
‘redistribute’ inventory into the right year’s depreciation. Liquidating via the where the market is, on that day, for
hands. Most National Auto Auction robust market environment available that car. Other than retail, it is not
Association auctions provide a full line at auction will often yield, in a timely likely that the value of that car will
of services including auto detailing, manner, sales prices that exceed those increase over time if there was active
mechanical repair, body and paint repair, achievable by other means. bidding on the unit.
“Wholesale auto auctions
do more than bring buyers
and sellers together to
‘redistribute’ inventory into
the right hands.”
16 autosuccess.biz

17. • Know your market and sell to lane. Good sellers (and buyers) can bank financed leases, would indicate
the money. Familiarity with auction usually find an amicable solution to that many dealerships will handle
activity in you market area should most problems discovered after the more trade-ins as a percentage of total
provide a good measure for the value auction sale. business. Consumers who cannot qualify
of both active trade-ins and your for new car financing or who cannot pay
grounded inventory. When you send • Get titles in fast. Processing titles new car prices for whatever reason, will
your cars to auction, or when you quickly and correctly is necessary to be looking for a good deal on a late-
are buying at auction, there should completing the auction transaction. model used car. With the decline in lease
not be too many surprises. Auction Auctions work very closely with originations and more conservative
values are surprisingly consistent. the DMV to make sure your cars are residual values, savvy dealers will
ready to sell. However, unless the need to actively work the market to
• Identify your cars to the auction title is at the auction, the rest of the find the right cars to meet the needs of
early so the auction can attract transaction is delayed. their customers. The auto auction is the
buyers to your lane. Auctions have a likely resource for redistribution of late
tremendous resource in the database Car dealers who take advantage of the model trades back to the right franchised
of buying and selling activity in your resources available from their local dealer’s used car inventory.
market area. They can, for example, wholesale auto auction will be in the
notify buyers who have shown best position to get maximum return And what about the value of the trade-in
interest in red Corvettes that you from their dealership investment. Over talked about earlier? At your local auto
are selling red Corvettes in the next two million vehicles that received some auction, buyers and sellers establish the
auction sale. level of reconditioning were analyzed to wholesale market value for cars like
establish the value of those services at you trade, each week. Whether you
• Be accurate on announcements the wholesale level. Off-lease vehicles need to sell that trade-in or buy fresh
and diligent with vehicle disclosure. (primarily from manufacturer and inventory, auctions provide a full-range
For the most part, sellers who try to captive finance sources) returned $1.77 of services to support the success of
hide flaws in the cars they bring to for every $1 spent on reconditioning. your dealership.
auction are recognized as that type Much of the gain realized was the direct
of seller. Bids on their cars are often result of the efficiencies of volume at the
lower to account for their pattern as auto auction facilities.
a seller. On the other hand, sellers
who are straightforward with their As a final note, the significant shift
vehicles attract the best buyers. in the type of transaction handled by Don Elliott is the Vice President of
most dealerships over the last two years Marketing and Business Development
• Work with buyers on arbitration will change the role of the wholesale at ADESA Corporations. He can be
issues. Not all vehicle flaws are easy auto auction in the future. The general contacted at 866.429.6848, or by email
to identify prior to the sale or in the move away from leasing, particularly at delliott@autosuccess.biz.
“At your local auto auction,
buyers and sellers
establish the wholesale
market value for cars like
you trade, each week.”
august 2003 17