Using Finance and Insurance eMenus

USING ELECTRONIC F&I MENUS BENEFITS EVERYONE:

• They ensure that customers may choose the protection products that are most important to them. By reviewing the menu with each customer, you ensure that no one is “short-changed” because you’ve forgotten a product they would have wanted.
• They help streamline the F&I process to reduce the time spent in F&I. Excessive time spent in F&I is a major cause of customer dissatisfaction. By reducing the overall time spent in the process you improve overall customer satisfaction and increase repeat and referral business.
• They increase the amount of business the F&I department does. You don’t miss a sale because you didn’t offer a customer a product they would have purchased if they had known it was available.
• They increase customer satisfaction. Customers know what is available, buy the products they want, and do it in an efficient manner.

Perfect Delivery: Making Contact after the Sales Delivery

TODAY’S VEHICLES CONTAIN SO MUCH TECHNOLOGY THAT CONVERSATIONS POST-DELIVERY MAY BE NECESSARY.

• The sheer volume of information to be covered is too great. Couple that with the customers’ desire to shorten the purchase experience, and only a small portion of vehicle information can be covered at the time of the sale.
• People may need a second explanation to retain what they’ve been told. Communication research demonstrates that we forget half of what we hear almost immediately and another half within 48 hours. Couple that with the excitement of buying a new car and you can see customers are going to have a hard time remembering what you tell them.
• Customers don’t know what they don’t know when they first take delivery. Until customers have spent time with their new vehicle, they won’t know what they don’t know. By contacting them after they’ve spent some time with their new vehicle, they’ll have a better idea of what they need to learn. Encourage your customers to jot down any questions that may come up - especially during the first couple of days with the vehicle.
• It’s best when Sales Consultants follow up with the customer directly, but if a dealership uses a BDC, then the BDC script should tie the follow-up to the Sales Consultant. “I’m calling on behalf of [Sales Consultant name] to contact you after your new vehicle delivery to ensure you are happy with....” Be sure to use scripts that mimic what the customer will see on the surveys.
• What’s in it for the dealer or Sales Consultant? Sales Consultants can take this opportunity to ask for referral business. “I wanted to follow up with you after delivery to ensure you are happy with your vehicle... I hope that you can refer me to your friends and family, so I can help them with their vehicle needs as well. Thank you.”