Foor started drawing the chart about 10 years ago, when he worked as a specialty finance manager at another dealership.
"I was getting calls the day after every deal," Foor said. "I was the only finance manager there. I began scribbling notes on a Post-it note at first, and then I just decided to change it up a bit and made it a part of my delivery process."
The cheat sheet has cut the store's day-after calls to virtually zero, Foor said, and reduced chargebacks by as much as 70 percent.
Leaving the store with information at their fingertips keeps customers from calling his office, Foor said, and decreases the likelihood that those buyers will hunt for answers through their paperwork later and rethink the whole process. Buying a vehicle is an emotional process, he said, and some of those emotions fade when the customer gets home.
"When they're in-house buying, a lot of times they want all their protections, but when they start going through their paperwork at home, they come out of the ether and start to feel buyer's remorse," he said.
To lower his customers' stress levels, Foor said he tries to get involved in the deal as soon as possible. By the time the customers get to his office, they have been briefed on the process.
Since he started writing the cheat sheets, Foor estimates only about 1 percent of his customers cancel products. Last month, for instance, Foor said his F&I gross profit was around $177,000, with only one chargeback of about $1,200 from a canceled product. Even then, he said, the product was canceled because the customer bought a contract for less from a credit union.
A vehicle is the second-largest purchase most of his customers will likely make, Foor said, and customers aren't as familiar with the process as a finance manager who does it every day. Foor said he can relate when customers forget key details of their financing.
"When I got my house, I couldn't tell you who the bank was and they literally had a representative in uniform across the table from me," Foor said. "They get nervous. This is something most customers do every three to four years."