Complexity

Posted by Erik Landrum on April 11, 2019 in F&I Selling Strategies, Product Knowledge

Initiative may be defined two ways, but the meaning we’ll focus on is the ability to assess and initiate things independently. Resourcefulness is another way to put it.

Most Business Managers are quick-thinking, intelligent folks. Recently I had the privilege of working with a Business Manager who was not only quick-thinking, but resourceful as well. He had taken a series of photos, with his phone, accurately documenting an arduous process. One of his store’s Technicians was tackling the removal and deconstruction of a late model vehicle’s dash. An unbelievable number of sophisticated parts were concealed beneath. His photos accurately conveyed a sense of the complexity of current manufacture component architecture. He then up-loaded the photos to his desktop. When necessary to address an objection, he spins his monitor around for his Guests to see as he describes what they are looking at. It is evident this method of education is sound. His production is very solid.

I’m convinced most objections to the valuable products we offer are the result of nothing more than a lack of understanding what’s at stake. Obviously, this Business Manager has wisely chosen to educate his Guests, when necessary, with pictures that communicate the message of complexity.

Take the following diagram, for example…

from “what-when-how.com”. Who would have thought all these components where necessary to heat and cool our passenger compartment? Certainly most of our Guests haven’t considered the possibility. Clearly, the modern Automatic Temperature Control system is dependent upon an array of interconnected sensors and systems. And this represents only a tiny fraction of the inner workings of the typical vehicle.

It’s no wonder that, if we were to take on the task of buying our new vehicle one piece at a time through the Parts Department, it would cost us a fortune! Then we still have to take it home and put it ALL together. This is not an indictment of the Parts Department, of course. It is simply a matter of fact.

This is just one of the benefits to taking advantage of everything our Vehicle Service Contracts offer. We’re protected from much of the potential expense our vastly complex modern vehicles represent when something goes wrong. After all, otherwise, how many diagnostic hours will WE be responsible for paying, to chase down the reason our climate control system is malfunctioning? Consider all the tests that must be performed and all the parts that may have to be thrown at the problem, before it is corrected. How many hours of labor time will we have to pay for the removal of all the parts necessary to gain access to the broken/malfunctioning items? Then, of course, we’re also on the hook for all the time required to put it all back together. And our labor rate, per hour is… How much will all of our out-of-pocket expenses become?

As we’ve covered before; take the time, when available, to get back to your shop and become aware of these issues. This perspective may help you more effectively communicate what’s at stake for your Guests so they are able to make a fully informed decision.

What sort of resourceful, initiative minded solutions can you come up with?

Are you effectively communicating, to your Guests, just how complex their new vehicle is?

Think about it.

Good luck and good selling!

Erik Landrum
F&I Performance Coach at Conley Insurance Group

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