McGee Toyota of Claremont in New Hampshire eliminated its F&I office in April during the height of the pandemic. General Manager Jason Quenneville told Automotive News, "We are having tremendous success."
The dealership has moved away from traditional salespeople and hired individuals who have a background in the hospitality industry with a focus on customer service. The associates are trained to complete the sales process independently.
The success Quenneville said he has seen since removing the F&I office includes more products sold per vehicle, and product penetration from November was more than 300 percent.
Toyota Financial ensured the dealership was equipped to process remote transactions, including digital signatures.
And since off-site deliveries started in April, they have made up 20 percent of total sales, Quenneville said.
The dealership does have financial service assistants who help with paperwork behind the scenes, but the salespeople do the rest.
"It's like having one big F&I team," Quenneville said. "The store runs more efficiently when everyone knows everything."