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13421 Manchester Road, Suite 204 Saint Louis, MO 63131
For maximum F&I profitability
Erik Landrum’s F&I Training Tips
How to Present Your Menu
- Menu Presentation
- Column Structure
- Waivers (Disclosures) & Inexpensive Products
- Your Product Line-up
- Apologizing for Your Menu, and Working with The Interrupter
- The Best Rate, Sorting Out the Details, and The Surprise Ending
- Supporting the Cause Via Deductible and Educating
- Reacting Quickly, Building Rapport, and Avoiding the Pitfalls Caused by Guessing Usage Patterns
- Robust Column Offering
- “But we don’t drive that many miles!” & “Are you telling me this is a bad car?”
- Looking Back, Analyzing Current Events, and Looking Forward
- Poachers
- Used Vehicles
- Pivoting on Our Toes Versus Reacting from Our Heels
- Watch for The Changes
- Customer Profiles
- 100%
- Keeping Things Moving Via Transitional Segues
- “We’re probably not going to be purchasing what we did, last time.”
- Bundle Up?
- Bundles Delivered
- (minor) Process Changes
- Menu Architecture (some Psychological Considerations)
- Bookouts, Lenders, and Deductibles
- The Rockstar Who Dropped The Mic
- The 100% Rule and To GAP Or Not To GAP
- Used Vehicles (Revisited)
Objection Handling
- 45 Cents Per Hour
- Loss Ratios, Actuaries, and Risk Aversion
- Uniformed Risk Acceptance and Self-Insurance
- Vacations
- Verify-Empathize-Address
- Rain Grooves, Tire Repairs, and Redirection
- Depreciation
- Option Column Objection to VSC Segue
- Motivation, Suppression, and Maintaining Control
- Do I Have To Buy any Of This?
- Fielding Some Common Objections
- Near-new Coverage, Consequential Damages, Back-end Guidelines, and Leadership
- “No Thanks, I’ll Self-Insure”
- The Business Card
- Missed Tells, Staplers and Mobile Phones
- Intangibles, Providing Perspective, and Outside Liens
- “But we don’t drive that many miles!” & “Are you telling me this is a bad car?”
- Watch for The Changes
- Keeping Things Moving Via Transitional Segues
- “We’re probably not going to be purchasing what we did, last time.”
- Competition
- Concessions
- Segue Via Comparative Association
- The Discount Endeavor (Concessions…Part Two) and A Recap of Our Process
- High-Tech VSC’s
Interacting with Colleagues/Internal Customers
- Persona Non-Grata
- Store Average Credit, Checklists, and Working Conditions
- Leadership Through Mentoring: Improving the Back-end Via the Front
- Motivation, Suppression, and Maintaining Control
- Internal Customers
- The Message
- Helping Service Writers
- Sharing, Believing, and Cringing at the Bad Karma
- Defending Yourself Versus Recognizing Opportunities for Improvement
- How Do You Make Them Feel?
- Intangibles, Providing Perspective, and Outside Liens
- Customer Profiles
- 100%
When to Present Your Menu
Administrative Topics
- Improvement via Goal Setting, Accuracy, and Tracking
- Clerking Outside Liens versus Managing the Business
- Goals, The Forward Observer, and Adjusting Fire
- Lenders
- The Message
- Near-new Coverage, Consequential Damages, Back-end Guidelines, and Leadership
- Cancellations
- Helping Service Writers
- Sharing Believing, and Cringing at the BAD Karma
- Defending Yourself Versus Recognizing Opportunities for Improvement
- Making Sense and Protecting the House
- Looking Back, Analyzing Current Events, and Looking Forward
- Poachers
- All Caught-Up Inside Your Own Head?
- Easy Adjustments
- Bookouts, Lenders, and Deductibles
- The Common Denominator
- Darned New Guys/Gals…Salesmanship
Product Knowledge
Going Forward
Time Management
General Communication Skills
- Cadence and Inflection
- Enhanced Communication Skills via V-A-K
- The Message
- Near-new Coverage Consequential Damages, Back-end Guidelines, and Leadership
- Educating Versus Selling
- Projection and the Self-Fulfilling Prophecy
- Missed Tells, Staplers, and Mobile Phones
- Reacting Quickly, Building Rapport, and Avoiding the Pitfalls Caused by Guessing Usage Patterns
- Defending Yourself Versus Recognizing Opportunities for Improvement
- How Do You Make Them Feel?
- Making Sense and Protecting the House
- Watch for The Changes
- Perspective
- All Caught-Up Inside Your Own Head?
- Easy Adjustments
- Customer Profiles
- Familiarity Breeds Contempt
For access to all training tips, please contact Jeanne Wynn at Conley Insurance Group: jeanw@conleyinsurance.com