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November 2017, F&I and Showroom - Cover Story

F&I Dealer of the Year: Mr. D's Way

Dealer Mike Dunnahoo poses with F&I Manager Jeremy Johnson and longtime F&I Director Jeff Zinsser, who has been with the group for 22 years. Missing is F&I manager Dan Hall, who has been with Star for 11 years. The team averages $1,872 per copy on new and $1,542 on used.

By Gregory Arroyo

When F&I Dealer of the Year Mike Dunnahoo arrived in Abilene, Texas, 18 years ago, he didn’t just take over a dealership, he adopted a community.

Tags: Awards, DOY Winners, EFG Companies, F&I process, GAP, Jeff Zinsser, Mike Dunnahoo, Star Dodge Chrysler Jeep Ram/Hyundai, theft protection, vehicle service contracts

November 2017, F&I and Showroom - Feature

To Catch a Thief

By Gil Van Over

The magazine’s resident compliance pro says Red Flags tools aren’t foolproof. He offers four tips for vetting suspicious buyers who seem to have all the right answers.

Tags: auto finance, compliance, F&I process, identity theft, Red Flags Rule

October 2017, F&I and Showroom - Feature

The Past, Present and Shifting Future of F&I

By Lloyd Trushel

Finance teams of the future will be staffed with professionals whose goals align with those of the dealer and whose jobs are supported — not replaced — by new and emerging technology.

Tags: Customer Experience, digital retailing, F&I manager, F&I process, F&I products, online F&I

October 2017, F&I and Showroom - Feature

There is Power in Alliances

By John Vecchioni

Top trainer lists four ways to build an interdepartmental culture that rewards customers while maximizing the opportunity for F&I product sales.

Tags: Customer Experience, F&I office, F&I process, F&I products, showroom

September 2017, F&I and Showroom - Feature

F&I’s Compliance Driver

By Gil Van Over

An electronic menu can do more than drive the F&I process. Compliance expert offers standards and practices you can use to unlock an emenu’s true potential.

Tags: compliance, desking, digital retailing, F&I manager, F&I process, online F&I

September 2017, F&I and Showroom - Feature

Redefining the ABCs of Sales

By Dwayne Wiggins

Trainer believes in the power of persuasion but wants F&I pros to back it with effective training, sincere needs-discovery, and a personalized approach.

Tags: F&I close, F&I process, F&I training, sales training

July 2017, F&I and Showroom - Feature

5 Questions F&I Pros Must Answer Monthly

By Rick McCormick

F&I trainer says your answers to five key questions will serve as a roadmap to an unreachable level of performance.

Tags: F&I manager, F&I process, F&I products, F&I training, Rick McCormick

July 2017, F&I and Showroom - Cover Story

The CIT Fix

By Demetrios Lahiri

Operations expert offers a two-step fix for solving cash-flow issues related to contracts in transit. It includes process and technology recommendations, as well as penalties for violations.

Tags: Contracts in Transit, dealer, F&I director, F&I process, general agents, management

May 2017, F&I and Showroom - Feature

High Mileage, High Potential

Mike Melby, GWC Warranty

By Gregory Arroyo

Things haven’t gone according to script in the used-vehicle market, but GWC Warranty’s Mike Melby believes the profit potential in the high-mileage, pre-owned space remains.

Tags: F&I manager, F&I process, F&I products, GWC Warranty Corporation, High Mileage, pre-owned, Used-Vehicle Service Contracts

May 2017, F&I and Showroom - Feature

Credit App Fraud Not a Victimless Crime

By Gil Van Over

Falsifying any of the five key credit determinants on a credit application generates a long list of potential victims inside and outside the dealership.

Tags: auto finance, compliance, Credit Applications, F&I process

March 2017, F&I and Showroom - Feature

Remote Deliveries: Proceed With Caution

By Gil Van Over

When it comes to out-of-state deliveries, the magazine’s resident compliance guru says proceed with caution. He lays out a simple process for guarding your dealership against ID thieves.

Tags: compliance, digital retailing, F&I process, online F&I, Red Flags Rule, Remote Deliveries

March 2017, F&I and Showroom - Feature

The Big Difference: Statements vs. Objections

By John Vecchioni

F&I trainer explains why handling statements like objections can put customers on the defensive and cost you the opportunity to illustrate the benefits of protection products.

Tags: F&I manager, F&I process, F&I products, objection handling

September 2016, F&I and Showroom - Feature

Debating F&I's Future

Think Tank was the ninth and final session of the magazine’s F&I Think Tank, a one-day event that took place this past May in Tampa, Fla. Moderated by American Guardian’s Bob Harkins, the panel featured (l-r) ‘Mad’ Marv Eleazer of Langdale Ford Co., Luis Garcia of Avid Insurance, and attorney and former F&I manager Eric Judson.

By Tariq Kamal

This past May, top producers and thought leaders took part in a no-holds-barred debate over how the industry must change to meet the needs and expectations of today’s car buyers.

Tags: compliance, Ethical F&I Managers, F&I process

August 2016, F&I and Showroom - Cover Story

Selling Outside the Box

Posing with two members of his F&I team, Ian Vandenbark was named corporate F&I director of Ohio’s Bernie Moreno Companies this past February. In June, the nearly 20-year industry veteran had the group’s F&I operations averaging $1,222 per copy, up from $897 in January. He did so behind a tablet-driven F&I process that has business managers presenting their menu at the sales desk. 

By Eric Gandarilla

Bernie Moreno’s Ohio dealer group is proving that a little tech and a lot of F&I process know-how do mix. So far, the combo has delivered satisfied customers and a 36% increase in the group’s per-copy average.

Tags: F&I, F&I process, F&I training, technology

April 2016, F&I and Showroom - Feature

Lessons From the Indestructible Cockroach

By Dave Robertson

AFIP chief finds clues to the survival of the F&I department in the hardier qualities of a common and durable pest.

Tags: F&I, F&I process, Millennials, Sales Process

March 2016, F&I and Showroom - Feature

6 Ways to Improve the F&I Experience

Photo courtesy of iStock.

By Vince Demare

F&I expert lists six moves F&I pros can make to improve the customer experience and increase production.

Tags: Customer Experience, econtracting, F&I menu, F&I process, NADA Convention and Expo

August 2015, F&I and Showroom - WebXclusive

Let’s Ask Joe

By Brittany-Marie Swanson

Joe St. John may be the newest F&I trainer at Industry Summit, but he has a long history in the car business and some strong opinions about the future of the F&I office.

Tags: F&I process, F&I products, F&I trainer, IAS, Industry Summit

June 2015, F&I and Showroom - Feature

Excel-erate the Experience

By Gerry Gould

Making customers wait can doom the F&I process before it begins. The magazine’s resident F&I trainer details a time-saving process designed to put customers in a buying mood.

Tags: F&I manager, F&I Presentation, F&I process, Gerry Gould

December 2014, F&I and Showroom - Feature

F&I’s Winter Tune Up

By Rick McCormick

The end of the year means it’s time to take inventory. F&I trainer lists four things you need to do to ensure you’re ready to maximize every opportunity in the year ahead.

Tags: F&I process, Rick McCormick, training

December 2014, F&I and Showroom - Cover Story

Culture Change

Faulkner-Ciocca Ford is located in historic Quakertown, Pa., which is where the Liberty Bell was once hidden from British soldiers during the American Revolutionary War. It was also the location of the anti-tax John Fries’ Rebellion in 1799.

By Paul Chavez

Faulkner-Ciocca Ford is achieving big numbers in its small Pennsylvania borough. The secret to the store’s success is an approach that has torn down the walls between sales and F&I.

Tags: F&I manager, F&I process, training

October 2014, F&I and Showroom - Feature

The Perfect Handoff

By Rick McCormick

Like a relay race, winning the F&I profit race comes down to a perfect customer handoff from sales and a strict adherence to the process. F&I trainer offers a few process tips to ensure the baton doesn't get dropped.

Tags: F&I managers, F&I process, finance and insurance, Sales Tactics

April 2014, F&I and Showroom - Feature

Mastering F&I

By David Robertson

The magazine’s compliance expert says talent will only get you so far. To rise above the rest, he says one needs to become a student of the F&I game.

Tags: AFIP, David Robertson, F&I process, F&I training

January 2014, F&I and Showroom - Feature

Building Bigger F&I Muscles

By Jim Maxim

Software expert makes a case for making the switch from paper to emenu, and he’s got stats to back it up.

Tags: eMenu, F&I process, F&I products

January 2014, F&I and Showroom - Feature

Delivering on F&I’s Promise

By Ronald J. Reahard

After sitting through a few less-than stellar F&I performances, the magazine’s resident F&I pro recalls advice his father once gave him. It was a recommendation every F&I department should take to heart.

Tags: F&I manager, F&I process, F&I products, F&I training, Reahard & Associates

January 2014, F&I and Showroom - Feature

Hybridizing F&I

By Tony Dupaquier

F&I trainer says F&I pros shouldn’t fear the interest dealers are showing in combining the roles of sales and F&I. From his experience, the F&I manager remains a critical component of such a process.

Tags: AFSA Vehicle Finance Conference, F&I process, hybrid manager, sales department, Tony Dupaquier

July 2013, F&I and Showroom - Cover Story

Training the Hybrid

First Texas Honda began toying with the idea of moving to a combined F&I-and-sales process three years ago after it switched to a one-price sales model.

By Justina Ly

Two dealers in New York and Texas say they weren’t trying to make a statement when they switched to a combined sales-and-F&I process; they just wanted to do right by their customers.

Tags: F&I process, Vehicle Sales

July 2013, F&I and Showroom - Feature

Speaking Millennial

By Tom Callahan

The head of Ally Insurance offers a few thoughts on how the industry can drive a better connection with the ‘connected generation.

Tags: Ally Financial, F&I process, Generation Y, smartphones, Tom Callahan

January 2013, F&I and Showroom - Feature

300 Percent Rule Examined

By Tom Hudson

The magazine’s resident legal expert isn’t often baffled when it comes to all things F&I, but the 300 percent rule was a new one for him.

Tags: 300 Percent Rule, F&I menu, F&I process, F&I products, Tom Hudson

February 2012, F&I and Showroom - Cover Story

Head of the Class

Hoy Fox Toyota Finance Director Victor Martin Del Campo poses with Dealer Principal Steve Fox and Finance Managers Ozzy Herrera, Larry Salcedo, Julio Cervantes (Hoy Fox Lexus) and Matthew McCoey.

By Jennifer Washington

Since buckling down and hitting the books in 2011, the finance team at Hoy Fox Toyota has been enjoying bigger numbers and stronger confidence in their store’s processes.

Tags: F&I department, F&I manager, F&I menus, F&I Presentation, F&I process, F&I products, F&I sales, Finance, GSFSGroup, Gulf States Toyota

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

February 2010, F&I and Showroom - Feature

Upgrading to F&I 4G

By Ronald J. Reahard

In the ‘70s, it was the assumptive close. In the ‘80s, it was step-selling. The ‘90s brought along the F&I Menu. Expert shows you how F&I’s newest upgrade can take sales and profits from ‘woe’ to ‘WOW.’

Tags: assumptive close, F&I department, F&I menus, F&I process, F&I professional, step-selling

August 2009, F&I and Showroom - Feature

10 F&I Landmines to Avoid

By George Angus

F&I veteran gives 10 reasons why you should set aside the old ways of doing business and embrace the new reality facing the industry.

Tags: 10 F&I Landmines, credit unions, F&I process

July 2009, F&I and Showroom - Feature

Turn Up F&I Profits In a Down Market!

By Ronald J. Reahard

The current market environment will definitely separate the survivors from the victims. F&I expert provides a road map for doing more than just weathering today’s economic storm.

Tags: Credit, Credit Bureaus, F&I process, F&I profit, FICO

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

September 2004, F&I and Showroom - Feature

Part 6: Close the Deal With a Menu

By Jan Kelly

Menus don't sell products — people do. But effectively using them as a tool during the deal will ensure more sales and full disclosure.

Tags: F&I menus, F&I process, Tips for Success

July 2004, F&I and Showroom - Feature

F&I = Future-Oriented & Innovative

By Ron Martin

To stay at the top of your game in this ever-changing industry, redefine the way you do F&I.

Tags: F&I manager, F&I process, software, training

February 2004, F&I and Showroom - Feature

Part 3: Interview for Product Cues

By Jan Kelly

In Step 1 of this series, Jan showed you how to Meet the Customer. Step 2 addressed Building Rapport. The 3rd Step to F&I Succe$$ is the Interview.

Tags: F&I process, F&I products, 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

July 2003, F&I and Showroom - Feature

F&I Professional – Or F&I Pretender?

By Ronald J. Reahard

In the F&I world, there are stars and there are also-rans. Are you ready for prime time? Take this quiz and find out!

Tags: AFIP, charge-backs, F&I department, F&I manager, F&I process, F&I products, loan portfolios, training

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Blog

So Here's the Deal

Ronald J. Reahard
Handling the ‘Last Car’ Objection

By Ronald J. Reahard
Older clients who say they are buying their last car need to be protected just as much as a first-time buyer. The magazine’s resident F&I pro explains.

Sold But Not Closed

By Ronald J. Reahard
An F&I manager from Atlanta had a service contract sold to a cash customer — that’s until he went for more. The magazine’s resident F&I pro weighs in.

(Video) Measuring Up

By Ronald J. Reahard

It's OK to Be Nervous

By Ronald J. Reahard

Done Deal

Gregory Arroyo
It Is Unwise to Lower Your Defenses

By Gregory Arroyo
The editor wonders how regulators, including two new mini-CFPBs in Pennsylvania and Maryland, view a consumer advocacy group’s highly critical report on how dealers price F&I protections.

What's Really Behind the Subprime Pullback?

By Gregory Arroyo
One F&I insider says there’s more to the subprime pullback than the recent uptick in delinquencies. He says regulators are the real reason finance sources are so risk-averse.

What’s Your Take?

By Gregory Arroyo

Connecting the Dots

By Gregory Arroyo

Mad Marv

Marv Eleazer
G.O.Y.A.

By Marv Eleazer
His Madness wants more F&I managers to improve turnover rates by taking an active role in the sales process.

The Little Things

By Marv Eleazer
Reading about one of the first-known cybercrimes gets His Madness thinking about how small issues can morph into big problems.

Industry Summit: It’s Worth the Investment

By Marv Eleazer

6 Ways to Deliver Exceptional Service

By Marv Eleazer

On the Point

Jim Ziegler
Sharpen Your Survival Skills

By Jim Ziegler
‘Da Man’ has a plan you can use to survive the collapse of the car business and remain profitable through the dealer apocalypse.

Sales Rock Stars Still Exist

By Jim Ziegler
Da Man says $40,000-a-month sales rock stars still exist. He says you’ll find them on YouTube and Facebook Live.

The New Stooges

By Jim Ziegler

Is Your Quick Lube Driving Away Business?

By Jim Ziegler