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Level 3 — Rising Star
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Avg. Quiz Score
87%
Mastery threshold: 80%
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Personal best: 7 days
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Key 3: Trust & Rapport — VAK Styles
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Key 5: Follow the Road to the Sale
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Key 4: Talk So People Will Listen
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Streak Tracker
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Activity Feed
Earned Rapport Builder badge — completed Key 3 with 92% score
2 hours ago
Completed Scenario: The Aggressive Buyer — chose the optimal response path
Yesterday
Unlocked Key 5: Follow the Road to the Sale
2 days ago
Quiz: Analytic & Global Decision Styles — scored 85%. Mastery achieved!
3 days ago
Studied 12 flashcards in the VAK Styles deck
3 days ago
My Modules
Complete each module to unlock the next. Score 80%+ on assessments to earn mastery status.
Mastered ✓
Key 1: Understand Why You Sell Cars
The foundation — passion, purpose, and commitment in automotive sales. How your mindset determines your success.
+100 XP ✓
4 lessons
Mastered ✓
Key 2: Determine What You Believe
Transfer your belief in yourself and your product to customers. Master the Teach & Tie-Down closing technique.
+120 XP ✓
5 lessons
In Progress
Key 3: Establish Trust and Rapport
Visual, Auditory, Kinesthetic learning styles. Adapt your approach to how every customer takes in information.
+150 XP
4 of 6 done
Available
Key 4: Talk So People Will Listen
Analytic vs. Global decision-making styles. How to present information the way each customer's mind needs to receive it.
+150 XP
6 lessons
Available
Key 5: Follow the Road to the Sale
Prospecting, Owner Files, Orphan Clients, Service Drive tactics, Bio Approach, Meet & Greet mastery, and follow-up scripts.
+200 XP
8 lessons
Locked
Key 6: Go Where the Customer Wants to Go
Inside Interview, broad & narrow discovery questions, creative questions, test drive transitions, and presenting the numbers.
+250 XP
Complete Key 5 to unlock
Lesson 5 of 6
Recognizing & Adapting to Kinesthetic Customers
Kinesthetic learners are men and women of few words and lots of action. They stay in constant motion, move quickly from one thing to the next, and appear impatient when you're getting to the point. They're not rude — they just process the world through action and experience.
Listen for these trigger words: "feel," "test drive," "touch base," "follow," "move" — and phrases like "I'd like to test drive," "How long will this take?" and "So, in other words..."
The following clues help you spot kinesthetic customers on the lot:
- ✓ Usually more restless and active — some part of their body is always moving
- ✓ Move quickly from one thing to the next — they want short explanations and quick progression
- ✓ May appear impatient — if they're looking past you or at their watch, get to the point
- ✓ Almost always eager to take some sort of action — get them to the test drive ASAP
- ✓ Focused on the bottom line — answer questions directly and briefly
How to adapt your sales approach:
- ✓ Get them sitting in and touching the vehicle as soon as possible — meet them at the car
- ✓ Walk while you talk — they listen better while moving
- ✓ Ask: "Do you want the long version or the short version?"
- ✓ Provide a large, comfortable space for paperwork — offer to fill out forms for them
- ✓ Create a relaxed, non-threatening environment ("Can I get you something to drink?")
- ✗ Don't keep them waiting while you go get keys — tell them to meet you at the vehicle
- ✗ Don't ask too many clarifying questions — ask them during the test drive instead
Follow-up Script (Kinesthetic): Skip long messages. Cut right to the chase and use kinesthetic words: "We had a car come in that you'll love to drive... Let's get together for a quick cup of coffee and pencil in some numbers with regard to that car you love."
VAK Transition at the end of a test drive:
Kinesthetic: "I'll show you the numbers... explain things in detail... so you'll feel comfortable... follow me."
One student reported 100% more write-ups when using this kinesthetic transition statement.
Kinesthetic: "I'll show you the numbers... explain things in detail... so you'll feel comfortable... follow me."
One student reported 100% more write-ups when using this kinesthetic transition statement.
Knowledge Check
A customer just walked onto your lot and seems restless — shifting their weight, looking around quickly, cutting you off mid-sentence. What is the BEST immediate action?
AInvite them inside for a sit-down and show them brochures and photos of available models
BGive them a detailed walkthrough of the vehicle's specs, features, and financing options before going to the car
CSay "Follow me" and walk them directly to the vehicle for an immediate hands-on experience
DLet them browse the lot alone until they seem ready, so you don't pressure them
Lesson 1 of 8
Step 1: Prospecting — Contact Today's Ups Today
Most salespeople call today's ups the next day. You need to be on a different path. Call them back the same day — before you go home.
The 25% Rule: Research shows that every day you wait to contact today's potential customers, you lose 25% of their interest. Without contact, five days later your customers won't even remember who you are.
The recommended method is to send a text or email first, then call shortly afterward. Keep careful notes about each customer so you remember to communicate in the way that matches their VAK and DP (Decision Process) style.
Follow-up approach by customer style:
- ✓Visual: Send a message first — it will be the most effective way to get their attention. Use visual words in follow-up calls: "I have something I'd really like to show you..."
- ✓Auditory: Skip the message and jump right to a phone call. Let them do most of the talking. Use auditory words: "Listen, I'd love to tell you more about..."
- ✓Kinesthetic: Keep it short — two sentences max. Use kinesthetic words: "We had a car come in that you'll love to drive..."
First visit vs. return visit: When a customer comes in the first time, you have a 20% chance of selling. When they come back a second time, that jumps to 60%. Follow-up isn't optional — it's your biggest sales lever.
Pulling Owner Files — the proven prospecting order:
- 1 Three years ago — the largest group most likely to repurchase
- 2 Four years ago — second-largest repurchase group
- 3 Two years ago — third priority
Best voicemail script when pulling owner files:
"Mr. Jones, this is ABC Motors calling, and my name is Paul. It's about your car. Please call me at..."
The majority of customers call back because they're unsure what the issue with their car might be.
"Mr. Jones, this is ABC Motors calling, and my name is Paul. It's about your car. Please call me at..."
The majority of customers call back because they're unsure what the issue with their car might be.
Phone call rules — always follow these:
- ✓ Always say the name of the dealership first on outbound calls
- ✗ Never say "Have I caught you at a bad time?" — this gives them a way out
- ✓ Say "Have I caught you at a good time?" instead
- ✓ Ask a friendly question: "Sometimes customers have a question they forgot to ask during the test drive — can I help you with anything?"
Knowledge Check
When pulling Owner Files for prospecting, which group of past customers should you contact FIRST for the best chance of a repurchase?
ACustomers who bought 1 year ago
BCustomers who bought 3 years ago — they represent the largest repurchase group
CCustomers who bought 5 years ago
DCustomers who bought 2 years ago
Complete ✓
Key 1: Understand Why You Sell Cars
You've mastered this module! The three reasons salespeople choose automotive careers — as a Job, a Career, or a Lifestyle — form the foundation of your motivation and drive.
Core insight: Passion and commitment make up for a lack of experience. Your choice to sell automobiles is about discovering what you're capable of — and becoming the most successful salesperson you can be.
Complete ✓
Key 2: Determine What You Believe
You've mastered the Teach & Tie-Down technique. This two-step process — teaching customers about your product, then asking for agreement — creates a desire to buy while reinforcing their confidence in being right.
Example: "This GPS system adapts to your patterns as you use it, so you don't even have to re-enter a destination. Pretty cool, huh?"
Key insight: Every time customers say yes to your questions — no matter what the question is — their desire for the car goes up.
Lesson 1 of 6
Analytic vs. Global Decision-Making Styles
Even if you're an expert in VAK styles, you'll quickly lose trust and rapport if you don't understand how your customers' minds make decisions about the information you give them. This is the Decision Process (DP) framework — based on the research of Dr. Herman Witkin.
The core insight: About half the population is pre-wired to be more Analytic (independent, logical, detail-focused). The other half is more Global (big-picture first, team-oriented, context-seeking). Like VAK, most people have both — but one is usually dominant.
Analytic customers — what motivates them:
- ✓ They need to know you know what you're talking about — be specific, cite sources
- ✓ Give sequential, step-by-step presentations with a clear beginning, middle, and end
- ✓ State the purpose clearly and get to the point quickly
- ✓ Give brief, compelling evidence: "A 4x4 may cost a little more, but your resale value will be higher"
Global customers — what motivates them:
- ✓ Give an overview and general idea first — leave the details for later
- ✓ Encourage teamwork — acknowledge their need for reinforcement from family or friends
- ✓ Personalize through stories and anecdotes — they want to know about you too
- ✓ Tug at their hearts: "It only takes one time when you can rescue someone to make it worth every penny"
- ✓ Compliments matter to globals — be sincere and notice the small things
Knowledge Check
Barbara arrives with a neatly organized folder, states exactly what she wants, and asks for the price immediately. Based on this, she is most likely:
AA Global customer who needs a big-picture overview first
BAn Analytic customer who wants facts, sequence, and to be treated as already knowing what she wants
CA Kinesthetic customer who needs to touch and feel the car immediately
DAn Auditory customer who wants to talk through her decision
Practice Scenarios
Real-world role-play simulations. Choose the best response to earn XP — your judgment is evaluated.
🎭 Scenario 1 · Trust & Rapport · Live
The "Just Looking" Customer
It's a Tuesday afternoon. A couple in their mid-30s walks onto the lot. As you approach, the man puts his hand up before you can even say hello.
"We're just looking. Don't follow us around — we'll find you if we need anything."
What do you do? Choose the best response:
A
"Absolutely! Take all the time you need." Then walk inside and don't approach again until they call for you.
B
"Of course! I'll be right over there — just look in my direction and I'll come right over to answer any questions." Then check back in a few minutes.
C
"No problem! Before I let you look around — can I ask one quick question? What kind of vehicle are you replacing today?"
🎭 Scenario 2 · Closing · Live
The Analytic Buyer: Price First
An impeccably dressed woman arrives alone, carries a thin briefcase, and walks directly to the vehicle she wants. Before you've finished saying hello...
"I've done my research. I know exactly what I want. I have a printout of the specs and the price I'm willing to pay. What's your best price on this?"
How do you respond?
A
"That's a great selection. We have a wide variety of vehicles. Why don't we go inside, and I'll ask you a couple of quick questions that can save you time. Fair enough?"
B
"Let me check with my manager on our best number right now." (Walk inside and return with a price sheet)
C
"Before we talk price, let me show you some other models we have — you might find something that fits even better."
Flashcards
Click any card to reveal the answer. Mark as known or study again to track your progress.
VAK Learning Styles
Visual, Auditory, Kinesthetic — the three primary ways customers take in and process information. Visual customers need to see; auditory need to hear and discuss; kinesthetic need to touch and experience. Correctly identifying your customer's VAK style is the foundation of building trust and rapport.
Tap to reveal ↓
Teach & Tie-Down
A two-step closing technique: (1) Make a statement that teaches customers about a feature. (2) Ask for their agreement. Example: "This minivan has front, rear, and side airbags for protection from almost any angle. It's important to have that kind of protection, don't you think?" Every "yes" increases their desire to buy.
Tap to reveal ↓
Orphan Clients
Past customers whose salesperson no longer works at your dealership. A prime prospecting source. Approach: "Great news, Mr. Jones — I've been assigned to your account! Mr. Smith no longer works here, so I've taken over his clients. Are you in the market for a new vehicle? Do you know anybody who is?"
Tap to reveal ↓
Inside Interview
A management-approved technique to invite customers inside before showing vehicles, eliminating sticker-to-sticker confusion. Script: "We have a wide variety of vehicles. Why don't we go inside, and I'll ask you a couple of quick questions that can save you time and help you find the right vehicle. Fair enough?" Works 8 out of 10 times.
Tap to reveal ↓
The 25% Rule
Every day you wait to contact today's potential customers, you lose 25% of their interest in you and the transaction. Without contact, 5 days later your customers won't even remember who you are. Always follow up same-day: send a text or email first, then call shortly afterward.
Tap to reveal ↓
Owner File Priority Order
When pulling past customer files for prospecting, contact in this order: (1) 3 years ago — largest repurchase group, (2) 4 years ago — second largest, (3) 2 years ago. The 3-year mark has the highest statistical likelihood of a repurchase decision.
Tap to reveal ↓
Meet & Greet Script
Replace "How can I help you?" with: "Good morning, my name is [Your Name]. I'm happy to help you." This commits you to service and immediately builds customer confidence. On the phone: "This is [your name]. I'm happy to help you." Works in person and on inbound calls.
Tap to reveal ↓
Analytic vs. Global
Based on Dr. Herman Witkin's research. Analytic customers: detail-focused, sequential, independent, want facts without fluff. Global customers: big-picture first, team-oriented, emotionally driven, want stories and context. Neither is better — each needs a completely different sales approach.
Tap to reveal ↓
Assessments
Score 80% or higher to achieve mastery and unlock your certificate for each learning stage.
Keys 1 & 2 — Foundation Assessment
92%
Score — Mastered
Key 3 — VAK Styles Knowledge Check
87%
Score — Mastered
Key 4 — Analytic & Global Decision Styles
Applied Skills: Scenario-Based Assessment
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Not taken
Final Certification Exam — Sales Mastery
—
Locked
Competency Map
Track your development across the core skills that define dealership sales excellence. Updated as you complete assessments.
Trust & Rapport Building
Level 3 — Proficient
78% mastery3 assessments passed
Customer Communication (VAK)
Level 2 — Developing
67% masteryKey 3 in progress
Decision Process Adaptation
Level 1 — Foundational
20% masteryKey 4 not yet complete
Prospecting & Follow-Up
Not started
0%Complete Key 5 to begin
Closing Techniques
Not started
0%Complete Key 6 to begin
Product Knowledge Application
Assessed separately
0%Dealership-specific track
My Certificates
Earned certificates validate your mastery. Share with your sales manager or add to your professional profile.
🏆
Certificate of Completion
Foundation of Automotive Sales Excellence
Keys 1 & 2 — Why You Sell & What You Believe
Awarded to Alex Johnson
Passion & Purpose
Product Belief Transfer
Teach & Tie-Down
Customer Psychology
🔒
Locked — Certificate of Mastery
Trust, Rapport & Customer Communication
Keys 3 & 4 — VAK Styles & Decision Process
Complete Keys 3 & 4 assessments with 80%+ to unlock
VAK Mastery
Analytic Adaptation
Global Adaptation
Scenario Assessment
🔒
Locked — Master Certificate
Certified Automotive Sales Professional
All 7 Keys — Complete Sales Mastery
Complete all modules + Final Certification Exam to unlock
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