Whether customers drive in, phone in or click in, you as the dealer must develop trust with customers by giving them all of the information necessary to purchase from you. What you want to avoid is putting younger buyers through an "old style" traditional sales process, causing them to disconnect and go elsewhere. New desking techniques that are compliant and consistent will lead to a satisfying sales experience for today's customer. This workshop will clearly demonstrate new processes that will increase the number of write-ups and ultimately increase a dealership's gross profit.