Archive | F&I Success

Decisions, Decisions, Decisions!

Decisions, Decisions, Decisions!

With the new year upon us, everyone would like to increase their level of success and their income! In reality, we each write our own check. The amount of that check is based on the decisions we make and the actions we take on a daily basis to achieve our goals. The one thing that … Read More »

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The 10 Commandments of a Great Customer Experience: Part 1

The 10 Commandments of a Great Customer Experience: Part 1

Is providing great customer service and a great customer experience the same thing? The two couldn’t be more different! In many F&I offices, the effort is focused on getting better at what we do instead of how we do it. As an agent, the ultimate goal of your dealership’s F&I teams should be to provide … Read More »

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The 10 Commandments of a Great Customer Experience: Part 2

The 10 Commandments of a Great Customer Experience: Part 2

Agents know creating a great customer experience makes their time with their F&I professional memorable. Here are the next five commandments that will make it happen for you and your trainees: VI. Practice Purposefully. If you ever played Little League baseball, you’ll remember the phrase, “You play like you practice.” Skills that are not practiced … Read More »

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What Sank the Titanic Will Sink Your Dealers!

What Sank the Titanic Will Sink Your Dealers!

“Iceberg, right ahead!” is the shout Fred Fleet, the lookout for the ill-fated Titanic, is said to have given when he saw the ship’s doom ahead. How could the Titanic, such a large and well-designed ship, ever sink? History tells us numerous factors may have led to its sinking. The F&I office has become a … Read More »

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Blockbuster Customer Service!

Blockbuster Customer Service!

In 2000, Blockbuster was on top of the world of video entertainment. The founder of a fledgling company called Netflix flew to Dallas to meet the CEO of Blockbuster with a proposal that the two companies forge a partnership. The record shows he was laughed out of the room. The Netflix business model of utilizing … Read More »

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Do the Work!

Do the Work!

Selling intangible products is hard! I’ve never seen a customer so excited about buying a vehicle service agreement that they can’t wait to show it to their friends. Selling an intangible product requires discovering and helping the customer see their need for the product. You must make the product and its benefits come alive by … Read More »

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