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Get Customers Saying 'Yes'! A minor adjustment in your approach to financial services can reward... |
 ...you with increased gross profits and higher levels of customer satisfaction.
Its called the Financial Services Overview. Heres how it works:
When a customer enters the finance office, provide them with a comprehensive overview of what is about to take place. A best practice is to utilize a laminated Financial Process Overview sheet (Click here for sample).
Explain the process by saying (example only):
'Id like to go over exactly what well be covering during the next several minutes.'
Show the sheet and point to each item.
'First, well review the vehicle you selected to make sure its exactly what you expected. Next, well cover motor vehicle transfer documentation followed by any applicable manufacturers (rebates, exclusions, special programs), and Ill provide you with a review of all your financing options so you can be confident that youre choosing the program that best meets your needs.'
'After that, Im going to explain some of the available products for enhancing your ownership experience. Its my intention to explain what they are and how they work. If you see the value in any of our products or services, then Ill show you how theyll fit into your budget. If not, thats okay too! Finally, Ill cover the final agreement and registration, and youll be on your way. And of course, Ill address any question you have along the way. Is that alright?'
While this will take some practice, getting permission from the customer to present your aftermarket products and services up front, provides you with an opportunity to sell. And youll have happier customers in the process! Give it try. It really works! |
For more information or should you have any questions please contact:
shawn.ryder@autouniversity.com© 2008 Auto University - A Division of Ted Ings Group, Inc. All Rights Reserved 
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