Intangibles, Providing Perspective, and Outside Liens

Posted by Erik Landrum on April 13, 2019 in F&I Selling Strategies, Interacting with Colleagues/Internal Customers, Objection Handling

Examining that the overwhelming majority of what we offer in the Business Office is intangible, it’s no wonder we have to be on cue with our message, when working with each of our Guests. Let’s face it, paper contracts aren’t glamorous, they don’t have that “new car smell”, and you can’t drive them around the block! Clearly this lends a degree of difficulty to the sale of these items. Of course, t …

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How Do You Make Them Feel?

Posted by Erik Landrum on April 13, 2019 in F&I Selling Strategies, General Communication Skills, Interacting with Colleagues/Internal Customers, When to Present Your Menu

I have been extremely fortunate, in my travels, to make the acquaintance of some remarkable folks…many bright, talented individuals who each bring a great deal to the party, if you will. A very successful Dealer Principal, for example, once shared with me that, “folks will forget about what you say and they’ll forget about what you do…long before they forget about how you make them feel!” Truer wo …

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Defending Yourself Versus Recognizing Opportunities for Improvement

Posted by Erik Landrum on April 12, 2019 in Administrative Topics, F&I Selling Strategies, General Communication Skills, Interacting with Colleagues/Internal Customers

We have seen it countless times, over the years. A new Salesperson joins the team and is motivated by hope for gain. They may not know much more than the very basics…be nice, ask a few questions, and listen a lot! Their lack of product knowledge may even prevent them from speaking too much, because they don’t want to look as though they don’t know what they are doing. Surprisingly, sometimes they …

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Sharing, Believing, and Cringing at the BAD Karma

Posted by Erik Landrum on April 12, 2019 in Administrative Topics, F&I Selling Strategies, Interacting with Colleagues/Internal Customers

More than a few years ago, as a Salesman, I would commonly field a Guest’s question, “Erik, what do you think about those extended warranties?” The response was always the same. “Guys, the best way I can reply to that, is to say that, I will NOT sell a vehicle, to a family member, without a service contract. The last thing I want to be talking about at Thanksgiving dinner, or any other time, is th …

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Helping Service Writers

Posted by Erik Landrum on April 12, 2019 in Administrative Topics, F&I Selling Strategies, Interacting with Colleagues/Internal Customers

Field work provides plenty of inspiration for my training tips. I have wanted to tackle this topic for a long time, but found it difficult to formulate a process to help our teammates in the Service Department. Fortunately, a Business Manager friend of mine was able to show me the way. Therefore, the credit for the inspiration provided here belongs to Anthony Brinker. With his permission, I’m happ …

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The Message

Posted by Erik Landrum on April 11, 2019 in Administrative Topics, F&I Selling Strategies, General Communication Skills, Interacting with Colleagues/Internal Customers

Let’s think outside of “the box”, if you will, for a moment. How may we further the cause of efficiently communicating all of the benefits, with our Guests, of taking advantage of our VSC offerings to protect their investment? We’ve all heard (and I certainly believe in) the adage that the Sales Department sells the first vehicle and the Service Department sells, the same Guest, all subsequent pur …

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Internal Customers

Posted by Erik Landrum on April 11, 2019 in F&I Selling Strategies, Interacting with Colleagues/Internal Customers

Our colleagues are our Internal Customers; each of them is as important as anyone we’ll see today. Be that as it may, the Sales/Finance relationship is regularly strained, regrettably, as Business Managers have all experienced deals brought back missing information, however basic and commonly required. Also, with more regularity, we’ll have a deal jacket handed to us with a draft/outside lien atta …

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Motivation, Suppression, and Maintaining Control

Posted by Erik Landrum on April 10, 2019 in F&I Selling Strategies, Interacting with Colleagues/Internal Customers, Objection Handling, Time Management

To be sure, I fully supported and recognized the efforts of my sales staff. Been there and done that. Plenty of pairs of shoes were worn out obtaining an understanding of the challenges they regularly face. Having said that, I also recognize that salespeople (of which we are all) are motivated by one of two things: “hope for gain” and “fear of loss”. Call it optimism and pessimism, if you like. We …

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Leadership Through Mentoring: Improving the Back-end Via the Front

Posted by Erik Landrum on April 5, 2019 in F&I Selling Strategies, Interacting with Colleagues/Internal Customers

At my old dealership of nearly 2 decades, we did all of the new car deliveries on the showroom floor. Being inside, it wasn’t long before I began to notice a trend that grabbed my attention. The deliveries were taking a really long time. We’re talking 40-455 minutes, or more, typically. Not only that, but in the late stages of this endeavor I would hear statements like, “Wow… no kidding, I had no …

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Store Average Credit, Checklists, and Working Conditions

Posted by Erik Landrum on April 5, 2019 in F&I Selling Strategies, Interacting with Colleagues/Internal Customers

Rowing, often referred to as crew in the United States, is a competitive sport where teams as large as nine propel a sleek boat at unbelievable speed by working in precise unity. Lately, the cooperative efforts of some of the “crews” with which I have worked are more resemblant of opposing European soccer team fans during a riot. From sales managers sending deals back on 2008’s with 76,000 miles w …

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