F&I and Showroom, December 2015

26 F I and Showroom December 2015 MARY SMITH MPFS F I N A N C I A L S E R V I C E S D I R E C T O R R E P U T A B L E M O T O R C O M P A N Y THE ASSOCIATION OF FINANCE INSURANCE PROFESSIONALS www afi p com info@ afi p com 817 428 2434 With 50000 people certifi ed over the last 25 years and an almost perfect record of incident free performance AFIP Certifi ed F I Professionals are now recognized with professional designations Your dealer and your customers expect it AFI 153 Half Pg Ad indd 1 10 23 14 9 50 AM Finance Insurance determine if they like you and the level of trust they feel If the first few minutes are used to gather information that is perceived as an effort to set up the sale of products we have missed a great opportunity to express a genuine interest in getting to know the customer I recently heard an F I manager kick off his process by making this request One of the fun things I get to do every day is hear the unique stories of customers and what they do Tell me more about you The customer responded by explaining how his private investment company functions and some of the exciting deals he has worked on The producer made no overt efforts during the initial interaction to uncover a need for a product it was a genuine effort to gain trust by emotionally connecting with the customer The deal started off right and it led to an honest exchange that resulted in the sale of several products the customer knew would make issues more convenient to address and save him time as well The emotional side of selling must be established in the earliest stages of the F I process to create a comfortable environment in which needs can be uncovered and more importantly enables the customer not just you to see the need Once you enter the selling stage the level of trust must already be established 2 Connecting emotionally when presenting the menu The menu is not a list of products the dealership offers to customers The menu must be viewed by the F I manager as containing options that belong to the customer who can choose to keep or give them back if he feels he doesnt need them Making a simple statement that denotes ownership can emotionally tie the customer to the products This is your vehicle service contract It covers you for 60 months and 60000 miles on your new Ford Just like that you have established an emotional connection between the product and the customer Rick McCormick was one of the featured trainers at Industry Summit 2015 held at the Paris Las Vegas this past September He presented Growing F I From the Inside Out