Yes, the dealer gave you incorrect instructions. Follow the instructions on the hitch manual. Different Reese hitches work different ways. We had an Reese 16K Pro previously. We backed into it when it was closed as per the instructions and it worked beautifully. The handle will properly pop close by itself when you back into the hitch closed. It rotates the jaws open and then automatically closed. Just make sure that you have the latch forward before you back in otherwise the jaws cannot open, Just make sure that you are not coming in too high which causes high hitching. Once the jaws close on your pin then make sure you move the latch back and lock it. Also, pull test your hitch prior to leaving. We changed to a new Reese 22K hitch with an Elite hitch head when we upgraded our trailer. That hitch you have to open the jaw and then back in, so models do differ.