F&I and Showroom, October 2016

www fi magazine com 31 F I and Showroom October 2016 ALL CLASSES SAME COST NO MILEAGE RESTRICTIONS COMPLETE BUNDLED OR Á LA CARTE Availability of specific coverage benefits varies by state and specific WiseCARE contract form Benefit limitations and exclusions apply Ineligible vehicles include Aston Martin Bentley Ferrari Fisker Lamborghini Lotus Maserati Maybach McLaren Rolls Royce Spyker and Tesla COVERAGE BENEFITS Paintless Dent Repair Cosmetic Alloy Wheel Repair Windshield Repair Interior Exterior Surface Repair 24 7 Emergency Roadside Assistance Including Key CHOICE VEHICLE APPEARANCE PROTECTION WISECARE HAS YOU COVERED wisefandi com 800 849 1080 sales@ wisefandi com WiseCARE is an appearance protection service contract available for new vehicles or pre driven vehicles up to 8 years old Also available for leased vehicles HandleWithWiseCARE com FIS_ WC_ Relaunch_ AllClasses_ HPAd_ 1016 indd 1 9 6 2016 1 23 28 PM the interview and they will use convincing language The tell here is if a simple question results in a complex response For example lets say you ask an F I candidate if she has ever signed paperwork for a customer Instead of giving the simple No response the individual responds with an emphatic No 100 definitely not never or Are you kidding me my F I director had so many controls in place that I couldnt get away with it even if I tried These effusive responses might be a sign you are being lied to 2 Liars focus on words not behaviors Liars are so focused on their words that they often forget to pay attention to their behaviors If a liar is telling you a sad story you may catch him or her cracking a smile If you ask a simple Yes or No question the candidate may instinctively nod her head in a yes motion when she answers No 3 Liars buy time to gather their thoughts Liars will find ways to stall while they gather their thoughts if you catch them off guard If you ask them if they were fired from their last job they might respond Who me They may even repeat the question instead of just giving you a straightforward No 4 Liars have a hard time remembering their lies The most difficult part about lying is remembering the lies you told and who you told them to For example if an application states the candidate resigned from a dealership before having another job lined up I might suspect they are lying Instead of asking the applicant why he left that dealership I might come right out and ask why he was fired If he was fired he will pause to try to remember what he has told me Even if he gives a good verbal response his initial reaction will tell me all I need to know 5 Liars hate silence Liars dont just hate silence they really hate silence They often fill the silence with long supporting details and trip themselves up with inconsistencies Recently I interviewed a candidate who said he was laid off from a local company Suspecting this wasnt the case I told him I knew his previous manager I then sat and stared at him without saying a word After a long and uncomfortable silence he started to blurt out his performance issues that led to his firing He then blamed it all on his coworkers Those are the tells you need to look for However spotting one during an interview doesnt necessarily mean the candidate is lying It does mean you may want to do some follow up research to be sure For instance have someone else interview the candidate then compare notes to identify inconsistencies Additionally require that candidates provide real references from former employers Current employees who have worked with an applicant in the past can also serve as great sources of information on that individual Can you expect to catch 100 of the fakers No But with practice you will catch many of them and avoid the headaches that come with them ABOUT THE AUTHOR Dave Druzynski is the human resources director at Auto Mate Dealership Systems Email him at dave druzynski@ bobit com