Reacting Quickly, Building Rapport, and Avoiding the Pitfalls Caused by Guessing Usage Patterns

Posted by Erik Landrum on April 12, 2019 in General Communication Skills, How to Present Your Menu, Time Management

It is incumbent of us, whenever possible, to get in front of our Guests as quickly as time allows. After all, once a Buyer’s Order has been signed, our Guests are relieved to have reached what they may believe is the conclusion of their car-buying decision-making. They are at a peak emotional point. Time, however, probably seems to stand still when not greeted promptly, by those of us in the Busin …

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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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Charge-backs

Posted by Erik Landrum on April 5, 2019 in F&I Selling Strategies, Time Management

It’s 10am and you’ve just gotten out of a particularly laborious Monday morning managers meeting. You’re paged for a call. It’s Mary Smith, the guest from last week with whom you thought you had developed great rapport. After all, she and her husband Mike seemed to be really happy when they left and they were well and fully protected, to boot. She is calling to check with you, regarding what she n …

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Vacations

Posted by Erik Landrum on April 5, 2019 in F&I Selling Strategies, Objection Handling, Time Management

I’m often surprised by how few Business Managers ask their customers (during the interview), “Who’s the lucky one getting the new car this time around?” By asking the question, we are confirming with whom our focus is warranted (when more than one party is present) and creating a segue to, “Congratulations, Mary! Where are you taking the first trip in your new car?” Now there are a few reasons for …

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Come Out From Behind the Curtain Mr. Wizard “Customer Profiles”

Posted by Erik Landrum on April 2, 2019 in F&I Selling Strategies, Time Management

Are you relying on an interview with your salesperson, at the time a deal is turned over to you, to determine how you submit your deal to the lenders?… how you formulate your menu? DON’T! If you have been, don’t be surprised to discover the terms you present to the customer (both in regards to finance and your service contract offering) don’t meet the customer’s needs and wants. Scrambling to refo …

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