The Center of Excellence Sales Podcast

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Jun 2026

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The Center of Excellence Sales Podcast takes a casual, conversational approach to sales fundamentals and best practices to take any salesperson to the next level. Through its training programs, custom engagements, and online resources, the Center of Excellence provides training to more than 992 Young Automotive Group employees within Utah and Idaho. The COE provides training programs on Management, Leadership, Sales, and Customer Service.

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June 15, 2026Episode 9723 min

AI in the Car Business: Threat or Ultimate Sales Assistant?

In this episode of the Center of Excellence Sales Podcast, host Tim Genovesi sits down with Oliver Young, Ryan Albert, and Brad Taylor to explore one of the biggest shifts happening in the automotive industry today: artificial intelligence in car sales and service. As AI tools like ChatGPT, automation platforms, predictive customer data, and digital communication continue transforming the dealership experience, the team breaks down what this technology actually means for automotive professionals. Will AI replace salespeople and service advisors? Or will it simply make great sales professionals even better? The conversation dives deep into the future of automotive retail, including how dealerships can use AI to personalize customer interactions, improve transparency and trust, speed up the sales process, and create stronger customer relationships. The team also discusses real-world examples of AI-assisted car negotiations, the rise of automation in dealership operations, and why empathy, rapport, and emotional intelligence will remain irreplaceable in automotive sales. You’ll also hear insights on: How AI is changing the dealership customer experience Why customers still crave human connection in sales Using automation to improve efficiency without losing authenticity The future of automotive CRM and dealership data systems Risks dealerships face with AI and customer data security How tools like YAG Coach are training the next generation of sales professionals Why transparency matters more than ever in modern car sales The balance between technology and emotional intelligence in automotive retail Whether you’re a car salesperson, service advisor, dealership manager, automotive marketer, or simply curious about the future of AI in business, this episode delivers practical insights on how to adapt, stay relevant, and thrive in a rapidly changing industry. The future of automotive sales isn’t less human. It’s more human, powered by smarter tools.

June 1, 2026Episode 9822 min

Sales, Objections, and Confidence: The Art of Swinging Again

In this episode of the Center of Excellence Sales Podcast, Tim Genovesi sits down with Oliver Young, Brad Taylor, and Ryan Albert to break down one of the most important mindsets in automotive sales: just keep swinging. From overcoming objections to building customer rapport, this conversation dives deep into why the best sales professionals don’t get discouraged by rejection. Instead, they stay engaged, stay confident, and continue moving the conversation forward with energy, empathy, and skill. Ryan Albert, General Manager of Young Mazda Utah, shares insights from nearly two decades in automotive sales leadership, including how confidence, repetition, and authentic customer connection separate average salespeople from elite performers. The team also explores how sales becomes more enjoyable and more effective when you stop treating objections like roadblocks and start treating the process like a game. The episode covers practical sales techniques like bypassing and CRIC (Clarify, Rephrase, Isolate, Close), as well as the “Nine Key Phrases” that help reduce pressure, improve communication, and create stronger customer experiences in both sales and service environments. You’ll learn: How top salespeople handle customer objections Why confidence comes from repetition and practice The difference between bypassing and avoiding questions How to use CRIC to better understand customer hesitation Why customers respond better when sales conversations feel natural How emotional energy and attitude impact closing percentages The importance of maintaining control while still making customers feel heard How pressure-release language creates trust during negotiations Why sales should feel more like a conversation and less like a confrontation Whether you work in automotive sales, dealership leadership, customer service, or any commission-based industry, this episode delivers actionable strategies to improve communication, build rapport faster, and create a more relaxed, enjoyable sales process for both you and your customers. Because the best closers aren’t the most aggressive. They’re the ones willing to keep stepping up to the plate.

April 13, 2026Episode 9623 min

Handling Phone Calls in a Text Only Generation

In this episode of the Center of Excellence Sales Podcast, host Tim Genovese is joined by Brad Taylor and Oliver Young to break down one of the most overlooked but critical sales skills: confidence on the phone. With a majority of customer interactions still happening over the phone, this episode explores why so many sales professionals struggle to convert inbound calls into real opportunities and how a lack of confidence directly impacts appointment rates, trust, and overall performance. What You’ll Learn: Why 74% of customers call ready to book, but only 30% actually set an appointment How lack of confidence creates uncertainty and kills deals before they start The difference between answering questions vs. leading conversations How to use curiosity and questioning to build trust instantly Key Topics Covered: Why phone calls are still one of the most powerful tools in sales How to guide conversations instead of giving control back to the customer The importance of asking deeper questions to uncover real needs How to handle common call-stoppers like “What’s my trade worth?” Why excitement and curiosity are essential for building momentum Practical Sales Takeaways: Stop doing what the customer can do on their own and start adding value Use every answer as a bridge to the next question Build confidence by understanding the customer, not just the product Follow conversational “signposts” instead of rigid scripts Use simple, confident language like “Let’s do this” to move the call forward Who This Episode Is For: Automotive and powersports sales teams handling inbound calls BDC agents and service advisors looking to improve appointment setting Sales professionals who want to increase conversion rates and build trust faster Managers looking to improve phone performance across their teams Key Takeaway: Confidence on the phone is not about having all the answers. It is about asking the right questions, guiding the conversation, and creating certainty for the customer. When you lead with curiosity and clarity, appointments follow.

April 6, 2026Episode 9521 min

Nine Key Phrases to Drill Down

In this episode of the Center of Excellence Sales Podcast, host Tim Genovese is joined by Oliver Young and Brad Taylor to break down nine powerful negotiation phrases that can transform the way you communicate, build trust, and close deals. Inspired by Never Split the Difference by Chris Voss, a former FBI hostage negotiator, this episode reframes negotiation as something far more collaborative than confrontational. Instead of viewing negotiation as a battle, the team explores how it is actually a shared process of finding alignment and creating win-win outcomes. What You’ll Learn: Why negotiation is not a fight, and what happens when you treat it like one How to lower tension and build trust instantly with the right language The psychology behind disarming phrases that keep conversations moving forward How to guide customers without applying pressure The 9 Key Negotiation Phrases: “No problem” “I’d be happy to” “I understand” “That’s the easiest part of my job” “Please tell me no” “Would you do me a favor?” “I wouldn’t expect you to” “Please allow me” “I’m confident” Each phrase is broken down with real-world sales examples, showing how to: Reduce customer resistance Create a sense of partnership instead of pressure Maintain control of the conversation without being aggressive Build confidence and credibility as a professional Why This Matters: Every conversation is a negotiation, whether you are selling a vehicle, presenting a proposal, or navigating everyday interactions. The language you use determines whether that conversation becomes tense and defensive or collaborative and productive. Who This Episode Is For: Sales professionals looking to improve closing rates Automotive and retail teams navigating customer objections Business owners and leaders focused on communication and influence Anyone who wants to become more confident and effective in negotiations Key Takeaway: The best negotiators do not overpower conversations. They guide them. By using the right phrases, you can reduce tension, build trust, and move deals forward naturally.

March 30, 2026Episode 9427 min

Meeting Our Customer's Level of Expectation

In this episode of the Center of Excellence Sales Podcast, host Tim Genovese is joined by Brad Taylor (GM of Young Chrysler Jeep Dodge Ram of Morgan, Utah) and Oliver Young (Innovations Director at Young Automotive Group) to break down the four core customer expectations that every sales professional must master. Backed by decades of research from Gallup and insights from the book First, Break All the Rules by Marcus Buckingham, this episode explores what customers truly expect when they walk into your business and how failing to meet these expectations can quietly cost you sales, trust, and long-term relationships. What You’ll Learn: Accuracy – Why asking better questions matters more than having all the answers Availability – How being present (online, in-store, and everywhere in between) wins deals Partnership – The shift from transactional selling to relationship-driven success Advice – Why customers expect you to educate, not just sell Through real-world dealership examples and practical insights, this episode covers: The biggest mistakes salespeople make when they assume instead of ask Why modern customers are more informed yet still need guidance How to build trust, generate referrals, and create lifelong customers The difference between being a vendor and becoming a trusted partner Who This Episode Is For: Automotive and powersports sales professionals Business owners and managers focused on customer experience Anyone looking to improve sales performance, customer retention, and trust-building Marketers and brand strategists who want to better understand customer expectations Key Takeaway: If you are not delivering accuracy, availability, partnership, and advice, you are not just missing sales, you are missing long-term relationships that drive sustained business growth.

January 12, 2026Episode 9119 min

Hard Conversations, Easy Outcomes

Hard conversations don’t kill deals. Avoiding them does. In this episode of the Center of Excellence Sales Podcast, the team breaks down why being direct with customers is one of the most underrated skills in sales. Duff Porter shares real-world stories from the floor, showing how clarity builds trust, shortens the sales process, and turns objections into forward momentum. From commanding the sales experience instead of tiptoeing around it, to handling pricing, product knowledge gaps, and unrealistic expectations head-on, this conversation reframes what “being helpful” actually means. Nice isn’t always kind. Clear is. If you want fewer objections, stronger relationships, and smoother outcomes, it starts with saying the hard thing early.

December 29, 2025Episode 9322 min

Why Asking for More Helps Everyone

Most people hear “asking for more” and think pressure. In reality, it’s clarity. In this episode of the Center of Excellence Sales Podcast, the team breaks down why avoiding direct conversations creates more friction than asking for what’s needed upfront. Duff Porter, Brad Taylor, and Oliver Young discuss how down payment, trade value, and payment structure shape every deal, and why leading those conversations early produces better outcomes for both the customer and the business. The episode reframes negotiation as a form of service. Asking for more down, setting realistic expectations, and explaining the math isn’t about winning. It’s about helping customers buy correctly, avoid future regret, and move forward with confidence. When salespeople stop protecting comfort and start protecting clarity, deals close cleaner, trust improves, and everyone wins.

December 15, 2025Episode 9223 min

Sales Is Not a Dirty Word

Sales isn’t about pressure, tricks, or talking people into things they don’t want. It’s about responsibility. In this episode of the Center of Excellence Sales Podcast, the team breaks down what a sales professional’s real job actually is, and why sales is not a dirty word. From the showroom to the service drive, Duff Porter shares decades of experience showing how trust, communication, and clarity shape the entire customer experience. The conversation explores why customers don’t hate salespeople, they hate being sold, how service advisors are sales professionals whether they like it or not, and why failing to help customers upfront creates bigger problems later. The team also unpacks the five core objections every customer brings into a transaction: money, time, need, urgency, and trust. If you want stronger relationships, fewer repeat visits for missed needs, and customers who feel genuinely taken care of, it starts with understanding your responsibility and owning it. Because when you help first, the sale takes care of itself.

November 13, 2025Episode 9022 min

Your Attitude Shapes Your Altitude

In this episode of the Center of Excellence Sales Podcast, Austin James, THE Sales Trainer with the Center of Excellence helps the team tackle one of the most powerful tools in sales — and in life: attitude. From parking-lot pep talks to morning gratitude routines, they dive into how attitude affects outcomes, energy, and relationships. Together, the team reminds us that attitude isn’t optional — it’s contagious. The way you show up determines how others feel, how customers respond, and ultimately how successful you are.

October 29, 2025Episode 8924 min

Breaking Out of a Slump: How to Reset, Refocus, and Reignite

In this episode of the Center of Excellence Sales Podcast, Austin James, THE Sales Trainer with the Center of Excellence joins the the team to tackle how to recognize, manage, and overcome a sales slump. From keeping focus and finding positives to seeking feedback, expanding your pipeline, and building mental toughness, they share six actionable ways to turn a slump into a comeback. Perfect for anyone who’s had a slow week — or just needs a reminder that even the best hitters strike out sometimes.