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March 2017, F&I and Showroom - Feature

5 Habits of Highly Successful Sales Professionals

By Tom McQueen

Sales trainer reviews the five fundamentals that separate mediocre salespeople from the true professionals.

Tags: CSI, customer satisfaction, Customer Service, Road to the Sale, sales, showroom

November 2015, F&I and Showroom - Feature

F&I’s Shifting Paradigm

By Chris Meacham

An Ohio-based general agent believes the F&I industry is ignoring a paradigm shift and a chance to deliver what consumers really want: a better experience.

Tags: Customer Experience, Customer Interview, Customer Service, F&I products, mobile menu

June 2015, F&I and Showroom - Feature

F&I’s New Mantra

By Rick McCormick

The magazine’s resident F&I trainer says F&I pros need to exchange the mantra of ‘always be closing’ for ‘always be connecting.’

Tags: Customer Service, F&I manager, F&I training, Rick McCormick

January 2015, F&I and Showroom - Feature

F&I’s Core Principle

By Rick McCormick

F&I trainer says that making the process all about the customer creates a buying environment that no amount of selling can create.

Tags: Customer Service, F&I manager, Rick McCormick

September 2014, F&I and Showroom - Feature

Reverse the Turnover Curse

By Paul Herr

Dave Kreuser has stemmed the tide of turnovers at Zimbrick Acura by making employees, rather than customers, his top priority.

Tags: CSI score, Customer Service, employee retention, F&I office

November 2013, F&I and Showroom - Feature

Close of Negotiations

By David Robertson

Compliance expert believes that the current regulatory climate could spell the end of the negotiated car purchase and the deal structure that goes with it.

Tags: car prices, Customer Service, Negotiation, Sales Tactics

August 2013, F&I and Showroom - Feature

Going Off Script

By John Lovin

The magazine’s newest F&I trainer offers six insights on how to drive a better connection with customers.

Tags: Customer Service, office, Service Contracts, step-selling

August 2013, F&I and Showroom - Feature

Cashing In

By John H. Vecchioni

If converting cash customers to finance is your strategy for staying in the game, then keep reading. The F&I professor drops some knowledge on why cash can be king in the F&I office.

Tags: auto buyer, car buying, Customer Service, customers, sales

June 2012, F&I and Showroom - Feature

Priming the Service ‘Up’ for Upsell Opportunities

By David Linton

In February, the magazine’s resident fixed-ops expert laid out a primer for establishing a sales process for parts and service. This month, he offers a three-step process for welcoming service customers

Tags: ATcon, Customer Service, David Linton, fixed operations

January 2012, F&I and Showroom - Cover Story

Just Give Him a Year

By Tariq Kamal

Greg Brown has orchestrated a 12-month turnaround at three dealerships in the past 15 years. Now, the owner of two of California’s top-volume Nissan stores is ready for his next challenge.

Tags: Customer Service, Dealer, Nissan

September 2011, F&I and Showroom - Feature

The Interview

By Don Geroni

A five-minute interview can go a long way toward putting customers at ease, and it may even lead to a nice boost in F&I profit per vehicle retailed. F&I trainer breaks down the process.

Tags: Customer Interview, Customer Service, F&I department, F&I process, training

April 2011, F&I and Showroom - Feature

Turning Objections Into Sales

By Ronald J. Reahard

F&I trainer runs through six objection-handling techniques for selling service contracts and GAP, and offers advice for closing the customers who listen.

Tags: Customer Service, GAP, Objection Handling, Service Contracts

February 2011, F&I and Showroom - Feature

F&I's 10 Commandments

By Rick McCormick

Starting out in F&I is never easy, but the magazine’s resident expert lays out a game plan to get F&I ‘newbies’ off on the right foot.

Tags: Customer Service, F&I products, Objection Handling, Sales Tactics, Tips for Success

December 2010, F&I and Showroom - Feature

Four-Step Strategy for Social Media Success

Each member of the Midlands Honda team played a role in executing the dealership’s social media strategy, and each shared in its success. The store was able to demonstrate significant gains in customer ratings on multiple sites, including Google reviews and DealerRater.com.

By Rob Hagen

Midlands Honda in Columbia, S.C., is proof that social media can improve a dealership’s bottom line by generating ROI and creating loyal customers.

Tags: Customer Service, Facebook, Social Media, web marketing

December 2010, F&I and Showroom - Cover Story

Uncommon Courtesy

Courtesy Chevrolet's General Manager Jack Grimley.

By Gregory Arroyo

Jack Grimley is helping Courtesy Chevrolet recover from one of the worst economic stretches in San Diego history. His secret? Keep it simple.

Tags: Customer Service, Dealer, Internet Leads, sales department

December 2008, F&I and Showroom - Feature

Keys to F&I Product Sales

By Matt Hash

Building customer rapport, tailoring a menu to the customer’s needs, and not using hard-sell tactics are definitely three keys to successful F&I product sales. But in today’s dismal setting, the sales department really needs to be part of the equation.

Tags: APR, Auto Loans, Credit Applications, Customer Service, GMAC INSURANCE, sales department

March 2008, F&I and Showroom - Feature

CASE STUDY: Life Without The F&I Department

By George Angus

With dealers facing changing customer expectations, increasing demands from the factories and customer resistance to the sales process, eliminating the F&I department might seem like a good idea. Dealership consultant breaks down what life would be like without the F&I department, and the results aren’t pretty.

Tags: acceptance rate, Customer Service, F&I department, F&I process, F&I products, sales department, training

March 2004, F&I and Showroom - Feature

Part 4: The Presentation

By Jan Kelly

On your mark . . .

Tags: Customer Service, F&I Presentation, Tips for Success, training

October 2003, F&I and Showroom - Feature

Part 2: Build Rapport

By Jan Kelly

No one is going to do business with you until they believe you care about what is important to them.

Tags: Customer Service, F&I process, Tips for Success, training

August 2003, F&I and Showroom - Feature

Part 1: Meet the Customer

By Jan Kelly

Those first few seconds with the customer can mean the difference between success and failure.

Tags: CSI, Customer Service, F&I process, Tips for Success, training

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Blog

So Here's the Deal

Ronald J. Reahard
Trading Rate for Product

By Ronald J. Reahard
A reader wonders if a scenario exists where trading rate for product doesn’t cross that invisible legal line. The magazine’s resident F&I pro weighs in.

(Video) Discussing the Risk-Based Pricing Rule

By Ronald J. Reahard
The magazine’s resident F&I pro takes on a question about the Risk-Based Pricing Rule and its widely used exception notice.

(Video) Timing F&I

By Ronald J. Reahard

(Video) Handling Remote Deliveries

By Ronald J. Reahard

Done Deal

Gregory Arroyo
Generationally Speaking

By Gregory Arroyo
What was supposed to be a listen-and-learn assignment turns into fodder for the editor’s monthly page, and he thinks you’ll understand why.

Credit Crisis or Market Rationalization?

By Gregory Arroyo
Delinquencies are rising and auto finance sources are responding. But the editor wonders if there’s something else at play.

How to Lose a Customer

By Gregory Arroyo

Resistance Isn’t Always Futile

By Gregory Arroyo

Mad Marv

Marv Eleazer
What’s the Rush?

By Marv Eleazer
When you’re having fun, the hours go by like minutes. His Madness shares advice for improving the car-buying experience.

Debating the Chargeback

By Marv Eleazer
Everyone has an opinion on how to limit chargebacks. His Madness delves into the passionate debate over how they're applied.

Simple Is as Simple Does

By Marv Eleazer

Finding Pleasantville

By Marv Eleazer

On the Point

Jim Ziegler
The New Stooges

By Jim Ziegler
The Alpha Dawg predicts that the latest round of technology disrupters will deliver more missed opportunities than closed deals.

Is Your Quick Lube Driving Away Business?

By Jim Ziegler
‘Da Man’ goes undercover to investigate how the national oil change shops are using underhanded tactics like efficiency, training and friendliness to steal your service business.

Who Shot the Dealer?

By Jim Ziegler

Stop Flushing Those Ad Dollars

By Jim Ziegler