"Make it a conversation just between two people and not telegraphed to the customer, not 'I'm trying to sell you something.' We're just trying to have a conversation about your needs. It's more about having a conversation about things that might be of need for you versus this canned sales pitch that I give everybody."
Dave Worrall, Assurant Global Automotive
"Too often what happens is a lot of F&I managers will just simply ask, 'How many miles do you drive per year?' and boom, they're done. They don't ask anything else, and they miss opportunities to try to understand their customers more. So that's why I try to make more conversation."
Steve Roennau, EFG Cos.
"I think first is a confirmation of what the deal is. So are they buying, leasing? What is the term structure of the deal? ... The second piece is developing that relationship and rapport with the customer. There is a cadence from a timing perspective and a location that makes more sense with the interview. When the customer agrees to consummate the deal, in some close time proximity, you want to execute it. Doing that out of the showroom floor or in a more neutral location, versus the business office, generally yields a better result for customer satisfaction."
Scott Gunnell, JM&A Group
"You have five seconds, 10 seconds to make your initial presence. If I got a grandmother in front of me, I'm going to be a chameleon. I'm going to turn into her because I want her to feel comfortable. We had an NBA player here yesterday that bought a car from us. So to him, you're going to come off a little bit different. ... That's what I strive for — to get on their level as quick as I can, mirroring customers."
Tom Wagner, LaFontaine Buick-GMC and LaFontaine Cadillac, Highland, Mich.