The break in the presentation and the physical move can make them feel they're being pressured into buying extras or paying add-on fees. But if the whole process takes place in one office, the message is this all part of buying a vehicle.
Here are some of Emery's pointers for making use of a single office:
Early greeting. Salespeople introduce the finance manager early in the process before closing the deal on the vehicle. They tell the customer the finance manager will offer ways to protect the customer's investment in his vehicle.
Smooth transition. The salesperson can take the key and make sure the car is washed before delivery, leaving the customer with the finance manager to discuss the product menu.
The salesperson also can help pave the way for the F&I manager by asking the customer prequalifying questions, such as: How long do you intend to own the car? How many miles do you typically drive in a year?
Ensure privacy. You don't need a closed door, but the presentation should take place within an enclosed office -- not out in the open at a desk off the showroom floor. The walls can be panes of glass, Emery says. Restrict access to finance software and customer records using a computer log-in. Make sure deal jackets aren't sitting out, but instead are stored securely.
Right equipment. Configure the sales office so that the F&I presentation can take place there. The computer should be loaded with the F&I software, and the office should have a printer to print out documents. Display point-of-sale material for F&I products.
Restricted office. Limit use of the actual F&I office to completing paperwork and negotiating with lenders. The interface with the customer should take place only in the sales office.