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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Missed Tells, Staplers and Mobile Phones

Posted by Erik Landrum on April 12, 2019 in F&I Selling Strategies, General Communication Skills, Objection Handling

Do all our Guests immediately understand what we are sharing with them? Unfortunately, of course the answer is “No!” This applies to even the most effective communicators, among us. We may take for granted that what we have just reviewed is self-explanatory. But remember, our Guests don’t do this everyday, and they may just be a little stressed out, to boot. This is particularly applicable to our …

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The Business Card

Posted by Erik Landrum on April 12, 2019 in F&I Selling Strategies, Objection Handling

Previously, we considered how we might encourage the Salespeople to properly prioritize their time utilization. This was done not only to benefit them, but of course ourselves, as well. Unfortunately, even the best efforts will be lost on some. Our Salespeople may still be functioning as “Expert Negotiators”, and short cutting their sales process. They may not be educating their Guests, about all …

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“No thanks…I’ll self-insure!”

Posted by Erik Landrum on April 12, 2019 in F&I Selling Strategies, Objection Handling

Ever hear this rebuttal to your VSC presentation? Of course you have. Now it’s time to provide our Guests with a little perspective. I cannot recall a single deal in which a Guest was purchasing a vehicle (of any tangible value, at least) where they weren’t planning to carry full-coverage insurance. Of course the Lenders all require this, when financing is involved. However, the same was true for …

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Projection and the Self-Fulfilling Prophecy

Posted by Erik Landrum on April 12, 2019 in F&I Selling Strategies, General Communication Skills

What sort of sentiments are you telegraphing to your Guests? Is it… a.) I’m having a great month b.) no way, not another cash deal c.) I’ve got to be out of my mind, doing this for a living, or d.) I think I got food poisoning at lunch ? A, b, c, or d…you’re probably right! Whichever the case may be, your Guests can practically smell it on you. Think of it this way… Have you ever wondered why this …

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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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Educating Versus Selling

Posted by Erik Landrum on April 11, 2019 in F&I Selling Strategies, General Communication Skills

Educating may be defined as 1). Giving (someone) training in, or information on, a particular subject or 2). developing the faculties and powers of (a person) by teaching, instruction, or schooling. Consider this approach, to what we do, compared with that of selling, which may be defined as persuading someone of the merits of. While the simple presence of the word “persuade” (in the definition of …

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Cancellations

Posted by Erik Landrum on April 11, 2019 in Administrative Topics, F&I Selling Strategies

Clearly I like to write about subjects tailored toward meeting and exceeding our Guest’s expectations and needs. Although a slight departure from the usual material, the subject of cancellations is, nonetheless, still important to upholding our mission directive of taking care of our Guests. Plus, depending on the laws of your state, this is usually a very time sensitive matter. And let’s not forg …

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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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