F&I and Showroom, January 2016

www fi magazine com 31 F I and Showroom January 2016 100 Turnkey for Dealers We make the calls We set the appointments We do the follow up 100 Exclusive Lists Custom Credit Scores Bankruptcy Mailers All Direct Mail programs include our free call center We set your appointments and do the direct mail follow up 100 Guaranteed Exclusive Organic Leads Month to Month Commitment No Sign Up Fees special finance leads Free Inventory Listing Click to Call You No Bad Phones 100 Guaranteed Exclusive new used car leads automotive direct mail triggercomplete next generation lead service inspire trust in others The ability to do both is critical to your success as an F I manager Continue to build your credibility by demonstrating honesty and integrity in everything you do ABOUT THE AUTHOR Gerry Gould is director of training for United Development Systems UDS and host of F I and Showrooms Tip of the Week series Email him at gerry gould@ bobit com be transparent Transparency in the F I office means you are willing to communicate openly without hesitation Inspect your current menu option disclosure presentation and be sure it sends a clear and precise description of each product Know the ins and outs of each of your products so you can answer each customers questions in a matterof fact way While were on the subject of transparency I cant overstress the need to keep up with regulatory changes at the federal state and local levels You have to stay ahead of the curve and keep yourself and your dealership out of harms way Because when it comes to ethics and compliance ignorance is not an excuse Just remember you cant act transparent You have to be transparent When you do your customers wont have to guess what your motives or intentions are And that usually leads to more products sold 4 BE CONFIDENT I once read a customer survey that described one of my trainees thusly She described the product and what it would do for me with such confidence that I believed her completely I couldnt have been more proud Credibility and confidence go hand in hand Want to build your confidence Feed it with industry and product knowledge and watch it grow Become confident in what you offer and believe that it will serve your customers well Confidence breeds enthusiasm and enthusiasm is contagious The F I manager who spreads it to his customers will find that their resistance crumbles as they become enthusiastic too 5 EMPATHIZE Try to put yourself in your customers shoes and see things through their eyes Empathy builds trust and trust breeds credibility Take the time to really listen to and understand your customers potential problems before offering a solution Once you have established credibility with your customer and they are willing to be open and upfront ask them why they chose not to take advantage of a product Listen closely to their reply then think about a similar situation youve been in How would you feel How would you react Using your own imagination will allow you to be in their shoes for as long as you need to in order to help them Dont underestimate the power of empathy in this regard You establish credibility when you