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Customer Experience

Fixing the F&I Time Delay

Self-selection tools can reduce your average turn, accelerate deliveries, and improve F&I production.

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F&I Tip of the Week: Power of the Pause

When we communicate, the words we use only account for 7% of the communication. Voice tone and inflection account for 38%, while body language makes up the rest. F&I trainer John Tabar explains what that means in the F&I office in his latest F&I Tip of the Week.

Toyota, Honda Dealers Top Temkin’s 2018 Customer Experience Ratings

Auto dealers tied for 12th out of 20 industries ranked in the eighth edition of Temkin Group’s Customer Experience Ratings. Ford and Mercedes-Benz dealers also earned top rankings.

The ’90s Called: They Want Their Presentations Back

Are you still rolling out the old NASCAR close? F&I insider says F&I offices need to get with the times and ditch those ‘Buy it now or bad things will happen’ pitches.

Boston Volvo Village Partners With New Balance Fitness Club

The partnership allows the dealership’s customers to work out while their cars are being serviced. It adds to a long list of benefits Boston Volvo currently offers, including 40 courtesy loaner vehicles, daily shuttles to Boston and Cambridge and complimentary Uber transportation.

vAuto Founder Dale Pollak Publishes Fourth Book For Retail Automotive

‘Like I See It’ has already achieved best-seller status based on preorder sales. The book devotes chapters to margin compression, increased OEM control and financial reliance of their dealer partners, technology disruption and consumer preferences for digital retailing.

The Past, Present and Shifting Future of F&I

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.

There Is Power in Alliances

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

TagRail Debuts Customer Experience Management Platform

The new ‘customer experience management’ platform was designed to structure, organize and streamline the sales process and give sales managers a new performance-monitoring tool.

Your Customer Experience Sucks!

Focusing on CSI scores leads to missed opportunities to attract new customers and guarantee their loyalty.