Byers Ford sells about 1,200 new and used vehicles a year. There are two finance managers at the dealership.
Before Greene implemented the pilot program, Byers Ford's sales process was "unpredictable," Greene says. It could take 60 to 90 minutes to move a customer from the sales desk to the finance office. Customized F&I menus were rarely presented to a customer.
After a customer agreed to buy a vehicle, he or she often would be left waiting while the F&I manager processed the credit application, set up other paperwork or finished with another customer. Only after that was done would the customer be brought into the F&I office to sign forms and be offered other F&I products.
Greene's changes began with having the sales manager enter the customer's main information into the computer. Previously, the dealership waited until a deal was struck and had the finance manager do it.
"We've streamlined the process by putting all the information in at the sales desk," Greene says. "The finance manager has to just verify the information is correct with the customer. That's a 15-minute savings right there."
Another way to streamline the process is to have the customer complete as much paperwork as possible via e-mail or an online credit application before coming into the dealership, Greene says.
Once a customer agrees to buy a car, the finance manager greets the customer. The finance manager confirms the customer's contact information and explains the delivery process.
"The customer is still in the salesperson's office at this point," Greene says. "The customer does not need to be hauled all over the dealership into that mysterious room where the guy is going to try to sell them something like the Wizard of Oz."