Joe Webb's presentation Selection, Hiring, Orientation and Training for the Internet Department from the 7th Digital Dealer Conference in Nashville. Joe Webb is the President of DealerKnows Consulting and would like to thank everyone in attendance at his jam-packed event for their participation. I appreciate the great response and wish you success if your hiring endeavors.

1. Selection Hiring Orientation Training By Joe WebbDealerKnows Consulting All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com – for 7th Digital Dealer Conf.

2. What is the Magic Bullet? All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

3. My Jobs Address Painter Grocery bagger Video Store Clerk Printer Cutlery Salesperson Factory Worker Bartender Bouncer Event Manager Project Manager Marketing Manager Sales Manager Car Sales Associate Internet Sales Person Internet Sales Coordinator Internet Sales Manager Back-up Finance Manager Sales Manager Business Development Sales Manager Internet Director Head Custodian Consultant All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

4. My Employees Internet Sales Managers eCommerce Director Sales Manager Customer Relations Managers IT Director Finance Director Police Officer General Manager In Rehab All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

5. Who Should Run the Internet Dept./BDC? Top Dollar Fair Market Value Rough Book All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

6. The Hierarchy Showroom Internet Department / BDC All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

7. The Internet Department / BDC is… All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

8. What it Should Be… All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

9. Pay Plans Internet Director / BDSM Internet Sales Rep Internet Sales Manager ISC / BDC Rep All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

10. Pay Plans All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

12. “Employee-at-will.”All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

13. Do they need car sales experience? BDC / CCR? Internet Director / BDSM? Internet Sales Manager? Internet Sales Consultant? No No No No Not with the right training in place, resources available, and team leader. All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

14. OLD SCHOOL

15. Photo Says… “It doesn’t matter what you know, but what you are willing to learn.” All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

16. Basic Qualities Internet Director Motivate Lead Measure Willing to perform all ISM duties ISM / BDC Work Ethic Team Player Product Knowledge Strong Grammatical Skills Naturally strong communicators Tech-savvy One Focus “If I were this customer, what would I want?” All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

17. A Good Salesperson is ‘Me’ focused A Good Internet Person is ‘Us’ Focused All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

18. 3-Step Selection Process Recruit Review All Applications Conduct a Phone Screening All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

19. Where to Find Talent Look Internally / Promote from Within Staff Referrals Universities / Recent Graduates Job Fairs Vendor Referrals Internet Marketing Customer Marketing Local Competition Recruiters Retail / Hospitality / Electronic Stores Military Never Bring Someone Back from the Past All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

20. Where is the Classified Section? All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

21. Hire Women 85% 65% 7% All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

22. Reviewing Applications Appropriate Background? Necessary Skills? Recommended? Weed out unqualified and overpriced. Don’t try to mold a candidate. All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

23. Take it to the Streets All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

24. Phone Screening Brief Explanation of Job Clarify Work Experience Confirm Work History & Salary Details Uncover Specifics of Any Shorts or Gaps Mention Background Check and Drug Test Detail Interview Process All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

25. Listen All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

26. My First Interview HA! “This isn’t Fairy Tale Land. This isn’t the minor leagues. We are pros. We play hard ball.” All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

27. 5 Step Interview Process Who Interviews? 2 Managers1 Internet Dept. Mgr. (possible Salesperson) General Manager All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

28. The Importance of Interview Questions

29. Their Interests: “Blah” has always intrigued me. How did you get into that? Why did you leave your last job? (or consider relocating?) All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

30. Traditional Interview Questions Hypothetical Situations If you were hiring someone for this job, what qualities would you look for? Tell me about a time you’ve made a suggestion, how it was received, and how it affected the company? Self-Evaluations What do you want to achieve in your next position? What do you feel is your worst trait regarding work and how do you intend on changing? Creative, Relate to Past Experience, Thoughtful and Complete Answer

31. Drill Down Who helped you? When did you finish? What would you change if you had to do it again? How did this accomplishment benefit the company? All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

32. Photo Says… “Too many people confuse activity with accomplishment. Make sure they achieved results.” All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

33. All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

34. Interview Questions? Closed-ended = Credential Verifications “How long were you at…”“Are you certified with…” Open-ended = Discovery questions “What did you like about your last position?” Behavioral / Situational “Tell me about a time you…and how…” Opinion“What do you believe will be the hardest thing about this opportunity?” Tasks Mystery Shop or Sell me a Pen All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

35. Orientation All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

36. The Process Written, Detailed, Documented Program-covers philosophies, personnel, policies One Communicator from each Dept.-management, sales, service, parts, mktg Vendor Rep provides system’s training All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

37. The Current Process Watch these videos Fill out all benefit forms No business cards Can’t put you in the system yet Boss is out of town Where do I sit? Let me introduce you to everyone Read all brochures Take a lunch Assign the wrong mentor / negative influence Shadow = Slave Bad Orientation Causes Buyer’s Remorse and Increases Turnover All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

38. Explain to them… “Language” Importance of Paperwork Only Two Top Managers or One Team Their Role and their Future Questions are Important Negative impressions lead to mistrust. You put them through a process to join your team. Don’t drop the ball now. All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

39. Celebrate Orientation Always Takes Place the Second Week of Every Month Make the 1st days very memorable All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

40. Training All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

41. For New Hires Orientation Training Weekly Product Knowledge and Sales Training After Initial Program All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

42. Who Performs the Training? All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

43. Tasks Fun Make It… Engaging Educational All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

44. Photo Says… “If a new hire can’t do all the things an internet shopper does, well, then that dog ain’tgonna hunt.” All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

45. Before Training Ends To Training ModulesOnline Resources OEM / Vendor Trainings Seal of Approval And Work BeginsorAnother week of training required Mystery Shop All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

46. Attending Conferences All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

47. Final Day of Training Shoot a Video Walk-Around Is there anything you did at your previous dealership that would be helpful to us? All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

48. Three Things That Develop People Don’t just make it a great place to start… make it a great place to stay. All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

49. Employee Retention All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

50. You Must Measure You Must Support All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

52. Are we meeting expectations of the employees and customers?

53. Am I providing the necessary tools and ongoing trainings for them to be successful?

54. Is the technology we use enhancing my staff’s ability to produce?

55. What is a quality “reward” for each person?

56. Do all of the dealer’s policies support the end goal of each employee?Now Ask Them All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com

57. Selection, Hiring, Orientation and Training Joe Webb DealerKnows Consulting joe@dealerknows.com DealerKnows.com 847.456.5130 All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com - for 7th Digital Dealer Conf.