From Professional Sales Best Practices
Your Turn w/ the Coach - What have you learned? What will you implement?

	The student response was: What have I learned or what can I take away from this course so far? First and foremost is my perspective or how I have been looking at "customers". What I can change today on the very first customer is my mental perspective. I'm going to meet new friends today not customers. I will ask more questions about them and less facts and figures on our vehicles. I will try and gleam something from my new friends that I didn't know about them before they walked on the lot. Before, people were dollar signs or something to be closed. They were objections to be overcome. I'm actually disturbed by this knowledge. I'm ashamed of how I've been treating people. This course has opened my eyes on how to look at customers and how to treat them. Being friendly vs being a friend really hit home. Meeting customers needs of being loved, liked and appreciated TODAY is my new priority from this moment on. My goal is to become a relationship builder not a top sales person or F&I manager. These will come as a benefit of taking care of my new friends needs. I'm usually the top salesperson wherever I go simply because I'm willing to stay on the lot longer and put in more hours. Ive always believed sales was a numbers game. The more people I pitched the more closes i would get. This is true but looking back I've left so much money on the table. I rarely get repeat customers or referrals. Ive been burning both ends of the candle. I realize now this is not only a better sales technique but a better way to live. Treat others how you would want to be treated is a solid way to do business. It is also less stressful and obviously yields better fruit.

From  Leasing Department Administration
Your Turn - What have you learned about leasing?

The student response was:
Before I took the lease course I would just point to a number or bold word on the Lease Agreement and just read exactly what was already there in black and white.  Now I am able to break up and explain to the customer that Drive Offs are made up of 1st Month Payments, Security Deposits (if any), DMV Fees, etc. Very few times did I have a customer ask how we can to the Residual Value, but now if they do I can be confident to even write down the formula for them and show them that it is made up of the MSRP add the Hard Adds x the Residual Factor % minus any excess mileage (if any).  When a customer feels I have knowledge of how a lease is structured then they are more motivated to listen to me when selling back products such as the Wear and Tear.