F: (314) 909-9157
13421 Manchester Road, Suite 204 Saint Louis, MO 63131
For maximum F&I profitability
Erik Landrum’s F&I Training Tips
How to Present Your Menu
Menu Presentation
Column Structure (with a Proprietary Maintenance Product)
Waivers (Disclosures) & Inexpensive Products
Your Product Line-up
Apologizing for Your Menu, and Working with The Interrupter
The Best Rate, Sorting Out the Details, and The Surprise Ending
Supporting the Cause Via Deductible and Educating
Reacting Quickly, Building Rapport, and Avoiding the Pitfalls Caused by Guessing Usage Patterns
Robust Column Offering
“But we don’t drive that many miles!” & “Are you telling me this is a bad car?”
Looking Back, Analyzing Current Events, and Looking Forward
Poachers
Used Vehicles
Pivoting on Our Toes Versus Reacting from Our Heels
Watch for the Changes
Customer Profiles
100%
Keeping Things Moving Via Transitional Segues
“We’re probably not going to be purchasing what we did, last time.”
Bundle Up?
Bundles Delivered
(minor) Process Changes
Menu Architecture (some Psychological Considerations)
Historical Revisionism
Bookouts, Lenders, and Deductibles
The Rockstar Who Dropped the Mic
The 100% Rule and To GAP Or Not To GAP
Used Vehicles (Revisited)
A Downturn Of Volume
Process Changes…STOP Thinking Like A Business Manager
The Big Picture
The Competition
Lucidity Versus Lecture
Insurance Premiums
Objection Handling
45 Cents Per Hour
Loss Ratios, Actuaries, and Risk Aversion
Uninformed Risk Acceptance and Self-Insurance
Vacations
Verify-Empathize-Address
Rain Grooves, Tire Repairs, and Redirection
Depreciation
Option Column Objection to VSC Segue
Motivation, Suppression, and Maintaining Control
Do I Have To Buy any Of This?
Fielding Some Common Objections
Near-new Coverage, Consequential Damages, Back-end Guidelines, and Leadership
“No Thanks, I’ll Self-Insure”
The Business Card
Missed Tells (on Finance Menus), Staplers and Mobile Phones
Intangibles, Providing Perspective, and Outside Liens
“But we don’t drive that many miles!” & “Are you telling me this is a bad car?”
Watch for The Changes
Keeping Things Moving Via Transitional Segues
“We’re probably not going to be purchasing what we did, last time.”
Competitive Forces
Concessions
Segue Via Comparative Association
The Discount Endeavor (Concessions…Part Two) and A Recap of Our Process
High-Tech VSC’s
The Lowest (cheapest) Bidder
Uncertainty
The Quality of That Which We Offer
All-Inclusives, Savings Accounts, and What We’re Famous For
Inflation and Loss Ratios
The Assumptive Close Regarding Payments
Self-Insurance (Revisited)
The Helpful Advisor
“…we’ll just trade it in!”
Tact for the WIN!!!
Is This Really Even An Objection?
The Complicated Nature of “Right to Repair” Issues, and Parts to Labor Ratios
Certainty Ensures
Interacting with Colleagues/Internal Customers
Persona Non-Grata
Store Average Credit, Checklists, and Working Conditions
Leadership Through Mentoring: Improving the Back-end Via the Front
Motivation, Suppression, and Maintaining Control
Internal Customers
The Message
Helping Service Writers
Sharing, Believing, and Cringing at the Bad Karma
Defending Yourself Versus Recognizing Opportunities for Improvement
How Do You Make Them Feel?
Intangibles, Providing Perspective, and Outside Liens
Customer Profiles
100%
Down Time
When to Present Your Menu
Document Presentation and Menu Introductions
How Do You Make Them Feel?
Intangibles, Providing Perspective, and Outside Liens
Keeping Things Moving Via Transitional Segues
“We’re probably not going to be purchasing what we did, last time.”
(stressful) Times
Administrative Topics
Improvement via Goal Setting, Accuracy, and Tracking
Clerking Outside Liens versus Managing the Business
Goals, The Forward Observer, and Adjusting Fire
Lenders
The Message
Near-new Coverage, Consequential Damages, Back-end Guidelines, and Leadership
Cancellations
Helping Service Writers
Sharing Believing, and Cringing at the BAD Karma
Defending Yourself Versus Recognizing Opportunities for Improvement
Making Sense and Protecting the House
Looking Back, Analyzing Current Events, and Looking Forward
Poachers
All Caught-Up Inside Your Own Head?
Easy Adjustments
Bookouts, Lenders, and Deductibles
The Common Denominator
Darned New Guys/Gals…Salesmanship
The Slump
Direct-Mail Pieces Our Guests Receive and The Opportunities They Present
More Process Changes…Identifying Issues by Lending a Critical Eye to Our Menu and Listening for the ‘Tells’
More Process Changes…Making It Easier for Our Guests to Say, “Yes!”
Shedding the Look
Rate Increases
Inconvenience, Habit, and Identity
It’s What We Do
Product Knowledge
Credibility & Attention to Detail
Product Knowledge
Mechanics and Tools
Guaranteed Asset Protection
Owner’s Manuals
Complexity
Near-new Coverage, Consequential Damages, Back-end Guidelines, and Leadership
Perspective
Limitations
Rate Increases
Manufacturing and Engineering Changes
Electric Vehicles and Hybrids
Going Forward
Improvement via Goal Setting, Accuracy, and Tracking
Goals, The Forward Observer, and Adjusting Fire
Looking Back, Analyzing Current Events, and Looking Forward
All Caught-Up Inside Your Own Head?
Easy Adjustments
The Importance of Maintaining a High “Meh” Quotient
The Race To The Bottom Is Over (at least temporarily)
Is It Really A Canard? (In A Foxhole, There’s No Such thing As An Atheist)
Time Management
Charge-backs
Motivation, Suppression, and Maintaining Control
Reacting Quickly, Building Rapport, and Avoiding the Pitfalls Caused by Guessing Usage Patterns
Customer Profiles
Vacations
Timing Really Is Everything
Further Evidence of the INCREDIBLY Important Nature of Our Initial Guest Interview…EVEN If It’s a Guest Leaving To Go Get a Draft
General Communication Skills
Cadence and Inflection
Enhanced Communication Skills via V-A-K
The Message
Near-new Coverage Consequential Damages, Back-end Guidelines, and Leadership
Educating Versus Selling
Projection and the Self-Fulfilling Prophecy
Missed Tells (on Finance Menus), Staplers, and Mobile Phones
Reacting Quickly, Building Rapport, and Avoiding the Pitfalls Caused by Guessing Usage Patterns
Defending Yourself Versus Recognizing Opportunities for Improvement
How Do You Make Them Feel?
Making Sense and Protecting the House
Watch for The Changes
Perspective
All Caught-Up Inside Your Own Head?
Easy Adjustments
Customer Profiles
Familiarity Breeds Contempt
Selling The House
Your Old Vehicle
More Perspective (to help get the point across)
“The Rent Is Too Damn High!”
The Surprising Downside to Keeping All of Those Creature Comforts AND Safety Features More Affordable
Motorcycles and Memories
Customer Retention (Via Windshield Claims), Out of Town Drama, and Depreciation (revisited)
Ego and Hubris Versus Self-Confidence and Humility
At What Cost a Lack of Deductive Reasoning
Manufacturers Experiencing Record Warranty Expenses and Scheduling Delays for Service
Enthusiasm or Anxiety?
Having Fun WHILE Being Professional
Let’s Get This Interrogation Started…”Where Were You On February 12th, At Around 12:17 am?”
For access to all training tips, please contact Jeanne Wynn at Conley Insurance Group: jeanw@conleyinsurance.com