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Erik Landrum’s F&I Training Tips
How to Present Your Menu
Menu Presentation
Column Structure
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)
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, 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.”
Competition
Concessions
Segue Via Comparative Association
The Discount Endeavor (Concessions…Part Two) and A Recap of Our Process
High-Tech VSC’s
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%
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
Product Knowledge
Mechanics and Tools
Guaranteed Asset Protection
Owner’s Manuals
Complexity
Near-new Coverage, Consequential Damages, Back-end Guidelines, and Leadership
Perspective
Limitations
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
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
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, 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
For access to all training tips, please contact Jeanne Wynn at Conley Insurance Group: jeanw@conleyinsurance.com