Teach, Demonstrate, Apply: The Role-Play Method Every GM Needs

In this episode, I dive into the power of role-playing as a key training tool for dealership success. Too often, managers shy away from role-play, but it’s one of the most effective ways to build confidence, boost skills, and ensure team members know exactly how to execute what you’re teaching.

I share my proven tactic—Teach, Demonstrate, Apply—and explain how it transforms your training sessions into moments of real growth. Role-playing might feel awkward or “fake” at first, but it’s critical for developing polished professionals who deliver consistent results.

We’ll explore:

• Why General Managers need to role-play with their managers and teams
• How diving into the CRM (calls, texts, videos, customer profiles) can spark role-play topics
• Specific role-play scenarios you can implement today to boost sales and service performance
• The importance of coaching during and after role-plays to refine skills and confidence

Plus, I’ll walk you through my structured process for running role-plays, including a worksheet to help you map out sessions and stay focused on your goals. When GMs prioritize role-playing, they set the standard for their managers and create a culture of excellence.

This is more than a training session—it’s the real "save-a-deal" meeting. Tune in to learn how to make role-plays easy, impactful, and a game-changer for your dealership.

Dealer Talk with Jen Suzuki Podcast |[email protected] | 800-625-1590 | edealersolutions.com

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