Blog

The F&I (Finance and Insurance) department is often the last phase of the vehicle buying process. Strategic interaction between the F&I Manager and the customer plays a critical role in overall F&I profitability. Well managed interactions allow F&I managers to properly assess their customers’ needs in relation to their driving behaviors to match them with the right F&I products. Highly successful F&I managers understand that the skills and attitude needed to excel in this role can be learned and developed over time. Therefore, we have created a list of F&I Manager tips and best practices to run a successful F&I department. What is the F&I department, and what does F&I Manager do? The Finance and Insurance (F&I) department is one of the key profit centers in a dealership. When a customer buys a vehicle, the salesman refers the customer to the F&I department. The department offers add-ons to customers’ vehicles to protect their purchases, such as vehicle service contracts (VSC) and GAP insurance. In addition, the F&I Manager helps the customer find suitable auto loan options and handles legal documents related to financing plans and agreements. The F&I Manager has one of the most critical jobs in the dealership. Notably, it includes obtaining competitive financing options for the dealership’s vehicles buyers, maintaining compliance to protect the dealerships from legal issues, and creating additional income by selling F&I products. Here is a more detailed description of the responsibilities of the F&I Manager: Product sales: Leverage opportunities to offer aftermarket products, service contracts, and insurance programs Knowledge of F&I products and services and ability to sell “intangibles.” Assess buyers’ needs—finance and payment options to present them with appropriate auto finance plans Compliance: Knowledgeable in state regulations regarding finance and the Fair Credit Reporting Act Abide by federal, state, and local laws when preparing paperwork, finalizing financial transactions, setting interest rates, and working with lending institutions Maintain the highest ethical standards serving as a finance director and/or Manager who is committed to a high customer satisfaction index (CSI) Financing: Building positive relations with the lenders and insurance vendors Maintaining current knowledge, learning more, and training staff about finance and lease programs Tips for F&I Manager 1. Nurture your relations with lending institutions, VSC provider, and insurance vendors Many buyers look for financing options when buying a car. While the consumers can get auto financing from a bank or credit union, it could be cumbersome and perhaps on less favorable terms. Building a positive relationship with your lenders will enable you to get special financing approved for your customers. In addition, it could significantly improve your customer’s experience and satisfaction. It is essential to consider that building and nurturing positive relationships with lenders, VSC providers, and insurance vendors do not happen overnight. In other words, staying connected with them and maintaining your network would require frequent communication. Therefore, setting up time every week to strengthen your network is a good idea. 2. Stay current on tech tools knowledge and review reports With changing shopping preferences and behavior, digital tools can support your success. Adapting the technology to save your customers time and enhance their experience would add much value to your dealership. In addition, using data and reports would enable you to make better decisions. However, if tech tools are new for you, refresher courses and training could help improve your skills and make you a pro. Notably, setting time aside to pep up your skills would help you move ahead faster. One of the best ways to build a new habit is to identify a current habit you already do frequently and then stack your new behavior on top. This is called habit stacking. For example, “When situation X arises, I will perform response Y.” After I conduct weekly training for my team, I will take time to learn a new productivity tool. 3. Reassess market changes and profit centers: Being updated with the market shift and trends and aligning your F&I portfolio to match the customers’ needs require regular consideration. Not to mention, monitoring your portfolio will keep you adequately equipped to serve your customers and stay relevant in the market. For instance, when the car inventory return to normal or close to normal, how will it impact the used car prices? How would the F&I products align with that scenario? 4. Conduct save-a-deal meetings: Each week, take time to review dead deals with other managers to identify solutions and see if there is a better way to go. Review the three C’s of credit. Namely: Character—defined by credit and loan repayment history. Capacity- measures income and ability to service a loan or line of credit. Collateral- asset(s), in this case, the car you have them on. A fresh set of eyes and ideas with your colleagues could help you find constructive outcomes and raise your dealership’s profitability. 5. Attend and conduct weekly F&I and sales training: Weekly sales and F&I training are excellent resources for you and your team to stay updated and efficient. Moreover, conducting weekly training would present you with opportunities to optimize processes and practices through methods such as role-plays. Additionally, taking support of result-driven professional F&I trainers would build your staff’s confidence and techniques, thus, improving your bottom line. How to become F&I Manager: Dealerships want F&I managers who possess the necessary skills, driven attitude, and experience in a dealership setting. Here are proven tips to help you become a successful F&I Manager: F&I training: The first step towards starting your journey to become a successful manager is to obtain professional training. To emphasize, F&I Manager training has several benefits, including objection handling, closing deals, compliance, and ways to enhance customer experience. Acquire F&I products knowledge: Connect with your current F&I department to learn from them. Ask questions, go through the product brochures, and learn about the products your dealership offers. Another excellent way is to get in touch with professional dealership consultants to discuss your career progression and obtain guidance. Customer centricity: Customer centricity helps

Why professional dealership training is critical for your success One of the core responsibilities of dealership leaders is to hire great people to ensure that their staff contributes to the store’s profitability and success. There is no single formula to achieving that. However, professional dealership training plays a crucial role in attaining mutual growth and success. Furthermore, in the era of microwave mentality, shoppers want a new kind of buying experience. They look for convenient options to buy vehicles and lightning-fast response time. The customers depend on your sales team to complete the purchase, and you depend on them to meet your revenue goals. Therefore, dealership teams need tools and skills to keep up with the changing customer behavior while improving the PVR and performance of their dealerships. You need to build a winning team—a team to support your business objectives and growth. This is where professional training comes into play. Comprehensive professional dealership training of your personnel opens the door to reaching new heights. Let’s look at some of the key reasons why professional training is essential for your dealership staff. 1. Better understand shoppers’ needs A critical step in selling is understanding what your customers are looking for. Often, customers either aren’t clear about what they need or don’t really know what they want. Efficient sales personnel need to be trained to ask the right questions, listen, and tailor products and services to assist customers satisfactorily. Furthermore, with the proper training, the Sales and F&I personnel can correctly identify customers’ unique needs and present vehicles and products to suit their habits and needs. In addition, training also guides sales teams to effectively offer related products to increase the value of a sale. Thereby, growing the dealership’s profitability while raising customer satisfaction. 2. Influences your sales team’s efficiency Sales and performance training help your staff build skills needed to close more deals faster. When you hire a salesperson, they are often either fresher with minimum experience or have learned through their experience over time. A data-based approach to understanding your employee’s potential and characteristics would help provide customized training. This keeps your staff updated, aligned with goals, and helps them learn proven selling approaches such as consultative over transactional methods. 3. Hiring for a replacement can hurt your business Employee turnover is a huge problem in dealerships. Hiring for a replacement can cost 33% of an employee’s salary and may include costs such as: recruiting cost—ads and job portals fees cost of interviews—time of your human resource post-interview cost—check reference and backgrounds checks cost of employment—relocation expenses cost of business loss—because you didn’t have the right people to do the work efficiency buffer time expenses—to let the new employee learn and settle in their new role Great dealerships work hard to maintain their staff’s satisfaction. It is cheaper to keep your employees motivated and productive than finding and hiring a new employee. Training plays a critical role in achieving this goal—it helps employees attain professional growth and reduces turnover. 4. Enhance your customers’ experience When dealerships do not have a strategic employee training and development plan in place, it leads to inconsistent store experience. With comprehensive training, your sales team can transform into friendly, knowledgeable, and trustworthy people customers need to complete their purchase. 5. Maintain professionalism and build a stronger relationship Positive personality, effective communication, building rapport, and professionally presenting oneself all count when it comes to selling. Dealership reputation and growth are influenced by improving how your sales team conducts themselves in front of your potential shoppers. Training your staff regularly is key to achieving success and increasing profitability. 6. Learn People’s management skills Manager’s training is another essential aspect for running a dealership successfully, as management skills require deliberate efforts and abilities. Leadership directly impacts employees’ retention and development, reducing turnover rates and contributing to the dealership’s success. Training helps managers learn how to lead teams and optimize efficiency and profitability. 7. Maintaining compliance Let’s face it, the regulations and laws change frequently and vary even at the local level, so keeping up is not easy for F&I managers. Dealerships can be held legally responsible for lapses in compliance. However, the largest share of compliance responsibility falls on the shoulders of the F&I department. To emphasize, proper training and compliance audits are the best ways to ensure that your team members are up to date with regulations and maintain compliance. 8. Acquire the correct understanding of responsibilities and goals Without professional training, the responsibilities and goals of the dealership personnel may be unclear. Furthermore, clear goals and streamlined processes define a solid automotive retail business. It can be attained by strategically training the staff. After all, training is what separates your dealership from the competition. 9. Obtain product knowledge F&I managers often provide customers with information such as the difference between a vehicle service contract (VSC) and extended warranty and GAP coverage. Similarly, a Salesperson helps customers understand the specs of the vehicle. Without professional training, it would be challenging for teams to gain complete control of the selling process, handle objections, and close the deals. On the whole, professional training for dealerships staff is key to overall success. With that in mind, the PRO team has helped auto dealers find the right fit for essential functions and train employees for significant productivity improvements. In addition, our comprehensive F&I and Sales training has shown proven results in raising employees’ efficiency increasing sales and profits. Contact us to get custom solutions to grow the profitability of your unique dealership.

Understanding the auto industry and trends in 2022-23 to increase dealership profitability Tracking the automotive market and key trends in 2022-23 could help you gain an edge over other players in the auto retail industry and influence your dealership profitability in a positive way. Before we dive deeper into the three key strategies to improve your dealership profitability, let us look at the consumer and automotive industry trends that may impact your dealership’s bottom line. To emphasize, it is critical to watch your consumers’ behavior and the auto industry’s inclination before planning a strategic move in anticipation of growing profits. Three critical consumer behavior metrics to watch as your plan for growth in 2022 1. Future Vehicle Intentions The pandemic has a low impact on consumers’ intentions to buy a new vehicle. 69% of consumers in the U.S, 3% more than the previous year, have not altered their timeline for purchasing a new vehicle, and 14% intend to acquire a vehicle to avoid public transportation. Source: Deloitte Automotive Consumer Report 2. Preferred way of buying a vehicle The COVID accelerated the digital buying options as more and more dealers offered virtual purchasing alternatives. Despite that option, the most preferred way of buying a vehicle remains in-person in the U.S. 75% of consumers would prefer an in-person experience to buy their next car. Source: Deloitte Automotive Consumer Report The main reason for purchasing a vehicle through a virtual process is the ease of use and convenience. 25% of consumers consider buying their next car online because of ease of use and 39% because of convenience in virtual buying. Source: Deloitte Automotive Consumer Report   3. Inclination towards the personal vehicle Personal vehicles are a high preference for consumers in the U.S. market. To point out, 76% of respondents said they are inclined to use private vehicles as a mode of mobility, the highest among all the other surveyed regions. Source: Deloitte Automotive Consumer Report Translate the consumer insights into strategies to improve dealership profitability 1. Adopt creative ways to optimize your inventory Supply chain irregularities and the pandemic did not impact the consumers’ intention to buy a vehicle. As a matter of fact, growth in new car sales is driven by pent-up demand in 2022 as consumers appetite for vehicles continues to grow. Therefore, the dealership needs creative strategies to acquire used cars to meet the demands. Opportunity in service drive: Fewer vehicles are going through auction; those that do are selling at record-breaking prices. Where is good used inventory? Not to mention, checking your service drive might help. Here is why: – The average dealer sees 300-400 used vehicles in their service drive each month. – You know your customers and the service history of their vehicle. – Your service customers may be considering and not realize the premium value of their vehicle Are you offering your customers buy-bids and appraisals? Your guaranteed price may be just the nudge they need to cash in or pre-order something new from you. Make an offer your customers cannot refuse: Do we need to say consumers love instant cash offers and appraisals? Offering an appraisal and a buy bid on cars that come to your service drive will accelerate your buying opportunities. It creates a win-win for you and your customers. 2. Get in front of your shoppers first with advanced AI tools Personal vehicles are of high preference to consumers in the U.S. Furthermore, approximately 86% of car shoppers conduct online research before visiting a local dealership, as per research from Adtaxi. These statistics show that consumers are more curious than ever, and they are fulfilling their curiosity by conducting online research before they ever set their foot in a dealership. Hence, it presents an excellent opportunity for dealers to influence potential buyers before they go to competitors. Advanced marketing tools are your best friend: Technology and advanced marketing tools could provide deeper insights into your potential customers. For instance, A.I. powered tools can help you see: The active shoppers in your market right now Details of buyers- name, contact, motivation to buy Make and models they are shopping for The number of days in they have been in the market, shopping behavior, and intensity Get a free demo to up your marketing game: We can help you get a demo of the new A.I.-powered tool to excel in the crucial areas of marketing. Get access to: – Rich data from about 90% of connected US devices – Information coming from appx 250 million protentional shoppers – Omni channel marketing – Audience identification and reach within 24 hour of their entering the market

The inventory shortage took center stage in the automotive industry in 2021. As the chip supplies are loosening up, the worst of empty-lot situation is likely behind us. However, the vehicle supply might not improve before the year’s second half. The question is, how will the new year fare for the dealerships? Will there be a recovery in production and growth in new car sales? Let’s look at what might lie ahead of the automotive retail industry in 2022. 1. Growth in new car sales driven by pent up demand Consumer appetite for vehicles continues to grow, and the tremendous desire for personal cars doesn’t seem to be changing. So, there is a high pent-up demand rolling into the new year. Thus, the vehicle demand will remain high to support new and used vehicle sales this year, and the dealers should be able to sell their inventory faster. The new car sales are expected to climb by over 15 million units. According to IHS Markit forecasts, this reflects the growth of over 2.2 million units year over year. Additionally, used vehicle sales are also predicted to remain strong amidst the supply crisis. 2. The consumers will face limited choices and higher prices as the demand-supply remains an issue So, the question is, how can dealers meet the expectations of their consumers with limited inventory? How does this impact customer experience? From a customer’s standpoint: A consultative and customer-centric approach that focuses on benefitting the customers throughout the sales process is the key to reducing friction and improving customer experience. In short, a value-based tactic involves guiding the prospective customer to reinforce reasons why your offering is valuable to your purchaser- be it in the car sales of the F&I department. From the dealership’s staff perspective: Empowering your teams with the necessary tools and data is critical. For example, updated inventory data and CRM insights provide information quickly, evolve their rhetoric and messaging, and serve the customers better in matching vehicles to their expectations. This would help reduce the friction for buyers and sellers and make it easier for both parties to complete the transaction. In addition, be mindful of promotions and advertising on the inventory-based solution. Promoting inventory that you own instead of marketing core models and only certified pre-owned models. It wastes dealership resources and draws customers for vehicles you might have. It leads to higher dissatisfaction among shoppers and impacts your dealership’s image—which matters more than one might think. 3. The F&I revenue opportunity will remain a profit center for dealerships as they see a growth in new car sales The new and used car prices are higher than ever. As the consumers pump in big bucks to buy a vehicle, they are highly likely to protect it from unforeseen problems. Furthermore, consumers’ risk tolerance capacity plays a significant role in the F&I department. Studies show risk tolerance, especially towards financial emergencies, has shifted to a conservative direction amidst uncertain business, social, and political scenarios. Therefore, F&I managers can help customers put aside their anxieties and protect their vehicles with appropriate coverages and products. 4. The prices for used cars would not decrease as rapidly Towards the end of 2021, as the empty-lot syndrome was at its peak, the used car prices skyrocketed, and affordability highly influenced the buying decision. The average used-vehicle price set new records and rose above $28,000 in December 2021. Without new vehicle production and supply getting back to their full potential, the used cars are not as quick to depreciate as they have been in the past and cost close to what a new model runs. Then again, what does this mean for you, your dealership, and your customers? It depends on what you make of it. Pricing the vehicles strategically to compete with other dealerships and offering valuable F&I products increases the vehicle’s value to customers while surging your profitability. Procuring used cars is not easy for every dealer, but your service drive could be an excellent resource for buying used vehicles from your existing customers and filling empty lots. 5. The Service drives will be a revenue center this year The average age of cars in the US is over 12 years old, as per research by IHS Markit. In addition, Cox Automotive reveals more car owners will be focused on fixing up than breaking up. Furthermore, Americans expect to drive more in 2022 than last year. Therefore, the more visits to service drives, the more opportunities for service drive to become a critical component of the dealership’s success. All in all, the year ahead would show signs of relief for the auto retail sector. As a result, the dealerships and their staff—sales, F&I, service would sell their inventory faster and secure more opportunities to help shoppers safeguard their purchase with valuable F&I products. PRO Consulting can support your dealership profitability with strategic growth planning to help you stay relevant in the challenging market conditions. Book your free 15 minutes consultation to discuss how your business can drive growth in new car sales and reach higher profits.  

How to find the right dealer reinsurance provider and profit-sharing program that works for the Dealer’s best interest to generate wealth and financial security. One of the most valuable assets a Dealer has is often neglected and misunderstood. Running an effectively managed reinsurance program with the right provider generates security and wealth, while allowing the Dealer to stay in control. Analyzing your current reinsurance program or shopping for a new one is no easy task. However, carrying on with no dealer reinsurance program or a poor reinsurance program can be costly to a Dealer’s long-term wealth. Many Dealers assume all reinsurance is the same and therefore look for low administrative costs alone. After decades of experience in the dealership and on the administrative side, we can tell you – all reinsurance is not created equal. Here are the key components Dealers should look for when assessing a dealer reinsurance program or looking for a new reinsurance provider to build long-term wealth. 1. Dealer reinsurance with control and flexibility Have you been offered the option to own your own reinsurance company? Dealer owned profit sharing programs allow you to build substantial wealth and security with access to legal tax advantages. With the right program, this means you would get: 100% of underwriting profits Keep 100% of underwriting investment profits Fully disclosed provider fee There is a substantial amount of money you could be leaving on the table if you do not own your own reinsurance company. Furthermore, if you receive 100% of underwriting and investment profits the money works for your wealth development rather than someone else’s. 2. Investment income opportunities with dealer reinsurance program Does your current provider give you the possibility to create your own investment strategy without difficult restrictions? Guidelines are expected, but your provider should be generous with these guidelines and work to help you build your wealth. Additionally, this should include collaborating with your dealership counsel, accountants, and investment advisors to ensure transparency and compliance. 3. Ability to lend to yourself with interest Where do you get funds when unexpected expenses occur? The right Dealer owned reinsurance program allows the Dealer to be their own lender. If your reinsurance program offers this already, what percentage of unearned premiums does your current provider allow you to borrow? And your earned premiums? And how much interest do you pay on that loan? Where does the interest go? The right provider would allow you to borrow up to: 75% of your unearned premiums (up to 100% in certain States) 100% of your earned premiums Interest accrued from the loan would return to your reinsurance reserve. To enumerate, the money returned in the form of interest then goes back to work for the Dealer’s wealth development. 4. Choice to reinsure more products Are you reinsuring as many products as you could? Underwriting profits exist whether a product is reinsured or not. If you are not reinsuring as many F&I products as possible, there are underwriting profits still being collected – just not by you. In addition, the right reinsurance provider will have a team in place that assures your profits are going into your pocket. Not to mention, the option to increase the number of F&I products you are reinsuring is a powerful tool to catalyze the growth of your long-term wealth. 5. A diverse team working for your best interest Who is on your reinsurance provider’s team? Your wealth should not be controlled by a single entity. The reinsurance program should be managed by a diverse team of specialists from separate entities controlling single aspects. Many providers will offer an in-house team as a complete solution. This can be problematic for 3 three reasons: 1. Conflict of interest between you and the administrator and or underwriter 2. Lack of transparency related to ceding and other fees 3. Difficult to see who holds the money and for how long In short, a reinsurance program that works in the best interest of the Dealer will keep arm’s length separation between each aspect of every transaction. For example: The administrator manages the claims. The F&I agent of your choice drives in-store production. Reinsurance specialist hawks loss ratios and ARC profitability. Your investment specialist drives return on invested premiums. Independent reinsurance expert attorneys & CPAs assure your ARC is IRS compliant and tax returns are done properly. Notably, all of these components working separately yet collectively on your behalf ensures the best environment for your reinsurance success that produces long-term wealth. 6. Flexible and customizable F&I product offerings Is your current provider allowing you the needed flexibility and customization to best meet your market’s needs? Your F&I and reinsurance profitability depends on selling the right products for your market. Therefore, to best meet your dealership’s goals and your customers’ needs, you must have an expansive suite of products to choose from. Likewise, you should have the choice to bundle menu items and explore strategies to create added value. This is key to building and developing wealth. After all, it is your business. 7. Transparency with detailed reporting How often do you receive reports detailing your team’s sales results, your costs, and your progress towards your F&I and revenue goals? How comprehensive are these reports? A trusted reinsurance provider should produce quarterly reports at a minimum showing: Complete financial statement for your reinsurance company Record of loan status and dividends Detailed report of product performance including individual claims These reports should be provided voluntarily and reviewed methodically with your agent at least quarterly to properly track the growth of your wealth. Single page reports available upon request or infrequently are insufficient and could be a sign of a larger issue. Significantly, detailed reporting is necessary to track your reinsurance performance and build long-term wealth. 8. Claims processes that support overall success How do claims affect your cashflow? You and your team should be provided with proper training and support to confidently sell F&I products and manage claims, with supportive processes available. This could

You have worked hard all year to navigate inventory limitations and manage consumer demand. With Christmas around the corner, most of us are preparing for the final days of December in the dealership. In a year different from any other, what should you expect from customers this year? How can Salespeople and Finance Managers close more car deals during the end of year rush? Historically, the highest volume of sales at the dealership, occur in the final week of the year. Although we are seeing a decrease in manufacturer incentives this year, consumers are still very likely to car shop between Christmas and New Year’s. As always, most buyers will have done a considerable amount of research before arriving to the dealership to buy, this holiday season. Likewise, many will also be ready to ask questions, negotiate, and get the best deal possible. Salespeople and Finance Managers will need to be strategic to close more car deals. Considering incentives are down and prices high, Salespeople and Finance Managers may be looking for ways to maintain focus and sales momentum to maximize dealership traffic and close more car deals. Even though this year has been profitable for many dealerships, the final weeks of December are no time to slow down. As the year comes to end, here are some things to remember as a Finance Manager or Salesperson, that will help you close more deals during busy days at the dealership. Pay attention to your health Food, shelter, and water are the building blocks of wellbeing and performance. When you are busy, it can be easy to neglect yourself. However, you will be able to maximize busy times and perform at your peak if you are in the habit of taking care of your personal health. Here are some smalls things you can do to help you keep your sales momentum and close more deals: 1. Eat. Try to eat a healthy breakfast, keep snacks nearby, and have a plan for lunch. When you are hungry, your blood sugar drops. This can create confusion, fatigue, and sometimes irritability. 2. Stay hydrated. Life would not exist without water. You are not an exception. Staying hydrated during the day will help you stay focused, calm, and awake. Keep a water bottle at your desk so you always have water to drink nearby. 3. Stretch. Periodically stretch your hands above your head, do a neck roll, and check on your posture. This will help you stay energized, relieve tension, and maintain good posture. Good posture and relaxed demeaner during chaotic days will help you show your customers that you are professional and trustworthy. 4. Take meaningful breaks. When you are able to take a break, are you doing something that is recharging you? See if you can clear you mind completely for 10-15 minutes while you are on your break. You could listen to music, go on a walk, close your eyes and breath, or maybe listen to something funny. Find out what works best for you and do it. You will see an immediate difference. 5. Protect your voice. Working in sales requires using your voice. If you are seeing people all day, that adds up to a lot of talking. Staying hydrated, keeping answers concise, and asking more questions will help protect your vocal cords. If your voice is fading, a spoonful of honey straight up or in a cup of tea, will save you. Stay composed in any situation to close more car deals We are instinctively judging creatures. If you sense a customer is skeptical or unfriendly at first, remember – this can change. You are in control of your behavior and how you interact with each customer, no matter what ideas they have about dealerships, car sales or you. Some reminders on how to keep your cool, make a great first impression, and stay focused to make the sale: 1. Smile and laugh. Even if you are feeling low or bothered by an interaction, visualizing something that makes you happy will help elevate your mood. Seek humor in situations and keep the conversation light. Happiness and levity is contagious. 2. Give compliments. Take the higher road and find something you like about your customer. Sometimes the meanest people are even meaner to themselves and could use a little boost. 3. Take nothing personally. Remember, someone’s assumptions are their own problem. Some also suffer from a lack of awareness. This is also their problem. 4. Lead with empathy. It is important to remember that everyone has a story that impacts how they behave. Remaining empathetic during every interaction will help you create positive experiences for yourself and your customer. 5. Be honest and genuine. Show you care by asking questions and giving honest answers. Kindness and honesty is the best defense against anything that may come your way. Remembering your customer’s names is a simple yet effective way to close more car deals “I’m horrible with names,” said no successful person ever. The simplest way to make someone feel special and seen is by asking for their name, making sure you can say it correctly, and then remembering it. When customers feel taken care of, seen, and heard, they are more likely to trust you with their business. During the holiday season, this is especially important. Here are some tips to help you remember names of your customers: 1. Say it back to the person after they say it to you. “Nice to meet you, Penny” 2. Repeat the name in your head and tie it to something that stands out to you. For example, Penny with the pink shirt. 3. Keep a pocket notepad with you and jot it down 4. Imagine a powerful visual to associate with the name. Know the difference between a question and an objection Toward the end of a long day or week, customers with a lot of questions can be challenging. Many salespeople may get defensive when asked too many questions. Don’t let