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professional and personal wellbeing at dealership

Balanced Success: 3 Strategies for Dealership Personnel to Achieve Professional Success and Personal Wellbeing

Balancing Professional and Personal Wellbeing at Dealership As they say, with great power comes great responsibilities. The job of dealership personnel is the one that demands the ability to work long hours and sometimes seven days a week. It requires a high level of patience, skills to sell more products to meet financial objectives, and negotiate and create leverage with as many lenders as possible. Additionally, the Sales and F&I teams are also responsible for safeguarding the auto dealership from compliance issues and liabilities. With this in mind, balancing the professional and personal wellbeing at dealership needs thoughtful consideration.  Meeting financial goals is just the beginning of your responsibilities toward your employer and yourself. May, recognized as Mental Health Awareness Month, serves as an ideal opportunity to reflect on and enhance your mental, physical, and professional well-being. The relentless pressure to excel in sales, enhance customer experiences, and manage paperwork efficiently can greatly affect both your personal and professional health. Let’s delve deeper into some practical strategies to improve your professional and personal wellbeing at dealership. Nurturing Your Mental Health: Essential Practices for Your Wellbeing Staying positive is essential for a healthy and happy life. However, amidst your daily responsibilities and stress, you might easily overlook your mental health. Consequently, it impacts your growth, productivity, physical fitness, emotions, and even relationships. Giving due consideration to improve or maintain your mental health would let you thrive in your personal as well as professional realm. Following are some of the valuable tips to try: – 1. Bring out your artistic side: Experiment with trying new things such as painting, writing a poem, or trying new cuisine. Besides helping you find your calm, it would help you broaden your horizons, gain a new perspective, and increase your imagination or creativity. Think of a situation when you meet a difficult customer. Would it not be valuable to connect and engage with your customer with a fresh outlook and common ground? You never know what could resonate with your prospective consumer. It could just be something as simple as a new recipe you tried from their home country. 2. Take a break: A change of scene or a change of pace is essential for your mental health. It could be a five-minute pause from your routine paperwork or a break before you start your next meeting. It will give you time to revive and collect yourself to begin afresh and perform your best. 3. Meditation or relaxing techniques: In the digital age, not everything is nerve-wracking. Some useful podcasts and apps such as Headspace and Calm could bring a library of meditations at your fingertips and help you manage stress triggers. The quick dose of 15 minutes might make a huge difference throughout your day by keeping you composed and productive. Enhancing Physical Strength and Persistence 1. Being physically active: Exercise improves your mood, reduces stress, and helps you stay energetic whether you are with the customers or conducting a meeting with your team. Not to mention, improved memory, prolonged cognitive stamina, and high creativity are some of the benefits that will show direct advantages in your department. Those benefits would let you better assess customers’ needs, create needs awareness, and manage sales objections. 2. Fitness regime to make smart decisions: Your demanding job often needs quick and regular decision-making related to your customers, teammates, or suppliers. Hence, adding a regular exercise regime would let you keep your thought-process, learning, judgment, and decision-making skills sharp. Strategic Approaches for Professional Advancement 1. Invest in yourself and your team:  Investing in your and your team’s professional development through comprehensive training could make a tremendous difference in performance. The Sales, Service, and Finance and Insurance (F&I) Managers work directly with consumers, so their role is vitally important when it comes to understanding consumers’ needs, encouraging them to buy valuable products, and at the same time maximizing the dealership’s profit. Therefore, professional training is of utmost importance for the success of your store. Mistakes in one of those departments could cost you more than a sale. It could potentially impact customer satisfaction, loyalty, increase acquisition costs, and severely affect your reputation. 2. Connect with industry leaders and experts: Staying in regular touch with experienced and optimistic people or companies can influence your perspective positively and help you get valuable recommendations for personal and professional development. Additionally, connecting with consultancy such as ours could help you stay ahead of the curve, stay informed of the latest and beneficial F&I products and custom packages, and considerably drive productivity and growth. 3. Use technology to your benefit: Find your customers where they spend most of their time. The answer is not a hard guess, the internet. With more young shoppers, your digital presence is critical to your success. Adapting the technology for your benefit is a smart move. We have been working with an advanced tool that can offer dealers real-time insights into who has started shopping, stopped shopping, or continued shopping in the past 24 hours. The AI-powered tech monitors 90% of internet-connected devices across more than 61 billion URLs specific to automotive, including the 3rd party classified sites, all dealership websites, every OEM website, automotive research sites, and automotive google searches. Get in touch with us to learn how we can help you implement this tool at your dealership. 4. Stay updated about the regulations and industry trends: While the dealership’s finance and insurance procedures may not vary a lot, administrative changes often impact the regulations, enforcements and shape the future of the auto industry. For example, under the new administration, more restrictive regulations, including automotive financing and greater scrutiny, are likely on the horizon for the auto industry, which could have a considerable impact on the dealers. So, to navigate the challenges, you would need to be primed and updated. Being in the company of like-minded, informed people would support your efforts to stay abreast of the facts. You may also take advantage of our ‘Ask us Anything’ free consultation

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used car marketing

A Shift in New Inventory Sales to Used Inventory Sales: Your Opportunity to Sell More F&I Products

A shift in the auto market The used-car market is booming, making it an opportune time to offer valuable F&I products to the consumers.  The global chip shortage has disrupted the global supply chains and impacted the delivery of new vehicles.  As the auto retail industry pivoted towards the used cars inventory to keep up with demand and used cars become the industry’s hottest commodity, there is a big opportunity for the F&I department. With the businesses reopening, stimulus checks, and tax refunds deposited in people’s bank account, the demand for used cars will increase significantly. Evidently, as every dealer focuses on selling used cars, the supply of used vehicles is starting to tighten. However, the silver lining for the dealers is that the consumers will begin to consider different models to increase their prospects of getting a good car for a reasonable price. Source: Automotive News, April 26, 2021 issue Opportunities for you to sell F&I products as the market shifts from new to used inventory As per U.S. automotive social intelligence update, the volume of posts related to chip shortage surged in March 2021. It shows consumers are aware that the chip crisis is impacting the supply of the new vehicle. So, they are open to buying used cars. According to a finding from an automotive news research and data center survey, 81% of all respondents, including dealers, feel the chip shortage will severely impact the way they do their job. In addition, 88% of respondents think that the chip crisis will affect how their companies conduct business. Most concerning for all respondents is how the problem will impact their ability to keep up with the consumer demand. Amidst the new vehicle shortage and emphasizing used cars inventory, the dealers must ensure that their F&I products offering aligns with the consumer’s needs opting for a used vehicle instead of a new one. Therefore, being proactive in your approach to understanding consumer needs and offering consumer-oriented products and safety products such as Brake Plus, Cilajet, and Forever Start, will add value to the purchase. Additionally, a tangible product that you can give to the customer as a part of their purchasing vehicle could considerably increase customer satisfaction. Insights into understanding consumers’ needs to match F&I products Your customers have varied needs that match several F&I products. For example, some products speak to drivers’ safety while others can be combined to better meet consumers’ lifestyle and vehicle protection needs. When a consumer is buying a vehicle, whether it is new or used, it is a treasured asset or valuable investment for them. Thus, they want to safeguard the vehicle along with its look and feel. That being so, a consultative approach to guide the consumers could help match products to meet the consumers’ needs. For instance, consider a scenario when you offer a bundle to the customer: Most people lose interest after a third explanation. Car buyers are no different. Bundled products allow you to provide more, with a shorter presentation. Express 5 is bundled asset protection that covers the appearance of the vehicle. It includes: Roadside Assistance Windshield Protection Tire & Wheel Protection Dent & Ding Protection Key/Remote Protection Your customer’s value Exceptional benefit at a lower cost than purchasing coverages individually. Overall appearance is covered – their car will look better longer. Potential increase in future trade-in value. Your value Presenting fewer items makes it easier for your customer to say yes. Less time spent in the F&I office may improve CSI scores. How you sell it Share the excitement with your customer by pointing out vehicle features.  Ask open-ended questions that trigger customer stories and share your own that speak to pain points.  Educate them on the cost to replace a smart key, premium wheels & tires, and their high-tech windshield. Find out if they know that the appearance of their vehicle impacts its value.  A five steps approach to sell your F&I products: Considering a classic five-step methodology for selling the products could prove beneficial in closing the deal faster. Let us look at the five essential steps of selling: Qualify: A question or statement you would ask to orient the customer to the topic you are going to discuss. Create Needs awareness: This step is a guided discovery process leading your customers to discover or realize the needs of the product or service. Show Need Satisfaction: Showing the customers the brochure and walking them through it and discussing how you would cover them in various areas. Trial Close: This step is an affirmation that you have your customer’s buy-in. It should help you determine if the customer is ready to close. Close on a Choice: Give your customers two or more choices as a call to action. The number of alternatives must be very few; otherwise, the customers may get analysis paralysis, so they choose to do nothing rather than making a choice. Furthermore, the sixth and seventh steps come into play if the customer objects or asks a question. In that scenario, take the following steps- 6. Redirect: When you encounter an objection or resistance from your customer, this step will let you resolve the concern by redirecting an objection, which means asking questions in a conversational way to understand the cause of resistance.  7.  Re-close: Finally, giving two choices to the customers, both of which end in a sale. When a customer asks about the product’s price, provide them the information, and re-close with a course of action. For example, when does your house payment comes due? Would you want your product payment to come payable with your house payment or more towards the middle of the month? Here, the buyer is induced to decide on two administrative options rather than on a significant purchase. Offering customer-centric, safety, and security products Typically, about 80% of customers choose to finance when buying a vehicle. However, in the current situation, when finding the desired vehicle while staying within one’s budget might not be as easy, it

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The Ultimate Approach to Improve CSI of Your Car Dealership

Your guide to increasing customer satisfaction index (CSI) and revenue of your car dealership. Consistent customer experience and CSI score in the car dealership Your customer satisfaction index (CSI) scores directly influence your car dealership profitability. When it comes to customer satisfaction in a car dealership, often two departments, sales, and service, are considered accountable to elevate the satisfaction score. But it is essential to realize that providing consistent positive experience across all the departments, including the Finance and Insurance (F&I) department, makes the customers happy. In addition, your F&I department is where the customers spend a considerable amount of time in the dealership. Therefore, a partnership between the sales, service, and F&I department is key to improving the car dealership CSI score. J.D. Power Report Mar 2020 Evidently, the pandemic is interrupting the global supply chains, so parts shortage could become a source of frustration for customers and inevitably affect their overall experience.  As a result, the ability to meet customer expectations for prompt service and repairs will be undermined. Additionally, the global microchip shortage has impacted the availability and delivery of vehicles and parts. The delay in obtaining what they want is causing a lower satisfaction level in customers. So, this gives you more reasons to focus on how all your departments can work collectively to improve the CSI score for shared profitability. Before we dive into the impact of all departments on the CSI score, including the F&I department, let us investigate the importance and benefits of the CSI score.  Why Customer experience is the key to dealers’ profitability: Quality of experience directly influences CSI: Customer experience forms the basis of customer satisfaction and, ultimately, the CSI score. Thus, it is needless to say that the quality of experience and convenience they get at your dealership can make or break the deal. Customer satisfaction score not only influences your bottom line but also significantly impacts team morale. While your dealership may survive with a dissatisfied, single-purchase customer, only the dealers with profound attention to customer satisfaction will thrive. Customer satisfaction is the differentiator between surviving and thriving. Better experience drives higher sales: As per Harvard Business Review, customers who get great experience spent 140% more than others who had a poor experience. That means customer’s receptivity to product offerings could be an excellent opportunity for the F&I department, provided your customer had a delightful experience on the sales floor or service drive. Benefits of creating a culture of partnership between departments: With that in mind, the F&I department should strive to enhance customer satisfaction further so that your peer’s CSI is not impacted along with the dealership’s profit. It is essential to remember that a properly managed F&I department means an enjoyable buying experience for the customer. In contrast, disregarding a customer-centric approach is a perfect way to lose sales and reduce the prospects of making a second sale. For this reason, dealerships must create a culture of partnerships between the sales, service, and F&I departments to ensure delivering excellent customer experience.  How F&I influences the CSI score Building value for your buyer, focusing on positive lender relationships, and playing by the rules may help keep financing at the dealership and increase customer satisfaction. Take genuine interest and educate customers about the financing options: Most people find the financing and insurance complicated and need help understanding the clauses, terms, out-of-pocket costs, and available options. So, taking a genuine interest in understanding customer’s unique situations facilitates providing better solutions. For instance, F&I Manager can help a customer decide between independent financing or dealership and offering APR matching to simplify their purchasing process and raise satisfaction. Moreover, a competent F&I Manager helps preserve the rapport sales personnel built with customers and enhances customer’s overall experience.    Build positive relationships with your current lenders: 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. Having a positive relationship with your lenders will enable you to get special financing approved for your customers. In addition, it could significantly help improve your customer’s experience and satisfaction. Consequently, your sales peers could score a higher CSI. Ways to improve customer satisfaction 1. Time is of utmost importance: The buying experience should be fast and enjoyable for the customers. Typically, a dissatisfied customer complains about feeling pressured to buy products and long waits, and unnecessary processing and presentation time. You can streamline your processes using multiple digital tools and technology to significantly shorten a customer’s time from entering the dealership to leaving with the newly purchased vehicle. It would drastically enrich their buying experience, thus, improving the CSI score. Furthermore, adopting strategic sales techniques such as choice close can help you close the deals faster.  2. Frequently train employees: Mistakes in the F&I department can cost you more than a sale. It could potentially impact CSI score, reduce loyalty, raise acquisition cost, and severely affect the dealership’s reputation. However, recurrent training has shown proven results in raising employees’ efficiency, increasing CSI score and sales profits. 3. Recognition and appreciation: You can nurture your employees’ talent to provide a better customer experience. For example, acknowledging positive employee behaviors and gestures could motivate your employees to deliver a ‘wow’ customer experience. Handwritten cards and creating a wall of fame to display employees’ thoughtful efforts are some of the constructive ways to appreciate and empower your teams. Foster collaboration in sales and F&I departments: The F&I department can have a greater impact on a customer’s perception of the sales experience along with the credibility of a dealership. Moreover, F&I managers can strengthen relationships with sales and service departments, encouraging ways to work together to assist customers better and at the same time improve CSI. Discussing additional benefits of doing so may be a good idea, especially in commission-based service departments. Overall, sales, service, and F&I departments are all very different environments. But it

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Hiring and retaining the right talent at your dealership

How to Hire, Develop, and Retain the Right Talent or Employees at Your Dealership?

Hiring and retaining the right employee at your dealership Hiring and retaining the right employees is a challenging task. While the challenge is not a new one, it has become more critical than ever due to new generations- Young millennials and Gen Z, entering the workforce. Consequently, bringing with it a new set of values, beliefs, and expectations. The new generation is the true digital native and brings fresh ideas and skills to your workforce. Still, it could lead to problems if you do not manage employee satisfaction appropriately. Therefore, it demands critical considerations to hire, develop, and retain employees at your dealership. In addition, employee turnover is on the rise in the auto industry now more than ever, as per a Deloitte Report. The sales and F&I employees often move from dealer to dealer in search of better products to push and bigger commissions to take home. It leads to constant new hiring that could potentially disrupt the profitability if the right person is not working in the right role. Hence, attracting and retaining the right talents is not a preference but a necessity for every dealership. The process of identifying and placing the best talent takes work. How to identify and hire the right talent for your team? Before we dive into approaches to find, develop, and keep the right talent, let us look at the type of employee you should be looking for based on their motivation and mindset. Generally, there are four kinds of team members in an organization’s workforce— undertakers, caretakers, playmakers, and game-changers. The behavior associated with each group goes beyond the skills, experience, and knowledge. Instead, they are primarily motivated by one’s mindset. The mindset, in turn, determines how well and consistently the skills, experience, and knowledge are activated. As a matter of fact, everyone usually spends some time in each group depending upon their circumstances. However, one of the four mindsets dominates a person’s time, reflecting in their performance and contributions. The undertaker: The undertaker brings negative value to the organization. The longer you hold them in your store, the more damage they do to the culture, team morale, and overall growth. S/he may be nice enough as people, but someone else has to constantly carry their load, clean their mess, or perform damage control for them. The caretaker: The caretaker is a “just enough” performer. S/He does just enough to get by, just enough to get paid, and just enough not to get fired. The caretakers often have the skills, knowledge, and talent that would allow them to perform far better than what they deliver. Still, they are not motivated or interested in doing so. Therefore, they often find comfort at the caretaker level. The playmaker: The playmaker usually has more energy than the caretakers. It is their mindset that enables them to elevate results. They occasionally do great things but are not consistent enough to reach the game-changer status. Additionally, the playmaker has a great need for external motivation and craves personal glory. Hence, s/he cannot cross a threshold of mediocrity due to contentment with his or her current state or ability. Comparatively, the playmaker is more “me” centered, unlike the game-changer, who has a more robust team concept. The game-changer: The game-changer is unstoppable. S/He is a team member who constantly brings effort, energy, attitude, and passion to the workplace. It does not mean they always make the best results, but their failure is not attributed to a lack of effort or work ethic. The game-changer does not work according to the clock or schedule because s/he knows it does not happen on an eight-hour day. Markedly, the game-changer leaves a situation better than they found them, sometimes so much so that a transformation takes place, and an innovative norm is established. They have three essential qualities, namely, commitment, loyalty, and enthusiasm. Furthermore, the game-changer is humble rather than showy and has an earnest ambition for the team to do well. The four performance groups are not just essentially about your teammates but also you. The good news is that it is possible to develop a new mindset and become a game-changer. Strategies when hiring employees: How do you find and hire game-changers? Bet on the candidate’s potential: When you are hiring, bring in a person you believe can be a game-changer. To emphasize, an employee does not have a neutral impact on your team. They are either adding value or subtracting value by default. Therefore, for your dealership’s success, bet on the candidate’s potential more than the skills. Take a data-driven recruitment approach: P.I Test for personality and potential assessment. Personality assessment such as the P.I test is a data-driven recruitment process that provides objective data for better decision-making. Taking the help of personality tests while recruiting is a great way to determine candidates’ traits, attitudes, and potential to be a game-changer. In addition, it will let you assess whether a candidate is likely to stay in the role and fit in with the company culture. P.I Test is an efficient way to hire and retain the right employees at your dealership.  Strategies when developing employees: How do you develop employees for mutual growth? Providing better tech tools: Young generations who grew up with technology are keen to learn and implement advanced technological solutions. They consider workplace technology a great motivation or perk because it can make their lives easier and more efficient. In addition, technology will speed up workflow, improve employee satisfaction, and enhance brand perception. Mapping career paths: Employees want more than “just a job.” Growth is a significant ingredient to employee’s job satisfaction. Therefore, it is critical to map your employees’ development, ambitions, and challenges. A career map will help your staff retrospect their performance, where they need to grow, what they should celebrate, and which training or tools can help enhance their skills and knowledge. Ultimately, it would lead to employee growth as well as your team’s success. Strategies to retain employees: How

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new mindset new results

What Does it Take to Get to the Next Level, Skills, or the Right Mindset?

Transform your mindset to accelerate results. The relation between success and the right mindset When a person goes into a job to achieve some definition of success, s/he constantly focuses on refining their skills, widening their knowledge, and mining talent to further their experience. Many people succeed in developing unique mastery in their profession, and somewhere along the way, they pick up toxic habits and end up being the noxious team member. Consequently, your habits impede the development of the right mindset, which is critical for your success. On the other hand, the right mindset influences the ability to win more than skills, knowledge, talent, or experience. Developing the right mindset will enable you to rise to the challenge and become the Game Changer your organization needs. Furthermore, the key to improving performance is a deliberately cultivated mindset of success, backed by the bold action it takes to make things happen every day. What sets a five-car-Freddy, the underachiever apart from 25-car-Ted, who constantly leads the sales board? You might guess intelligence, experience, or appetite for risk. Those are all sensible-sounding suggestions, but that’s not what researchers have found. According to research by renowned Stanford psychologist Carol Dweck, the best predictor of success in life is none of those usual suspects- it is your mindset. You or someone in your team may possess highly developed skills, good knowledge of products, and abundant talent. But with a flawed mindset, all those qualities are never fully utilized. Thus, failing to uplift themselves as well as the dealership. The good news is that no matter where you are in your career, you can fight back and develop a winning, unstoppable mindset. Notably, good, great, and elite performers do similar things. What often separates them from one another is the consistency and excellence with which they do them. There comes a time when you must give up what is holding you back so you can grow and realize your potential. However, it is essential to acknowledge, lying to yourself is a recipe for evaluation failure and eventual irrelevance. It would be best if you were brutally honest with yourself in assessing your assets and limitations. Subsequently, you would be able to utilize the helpful solutions and strategies to level up your performance. Here are some practical strategies to help you develop an unstoppable mindset. 1. Choose growth: Maintain a healthy fear of not improving, not changing, and being left behind. How you interpret obstacles and challenges is your choice. You can interpret them in a rigid mindset that points out your lack of abilities and disables you from taking risks. Or you can interpret the challenges from an unstoppable mindset as an opportunity to grow yourself. To put it another way, consider it as fruitful learning experiences that you would not get otherwise. You must pull yourself up and expand your capabilities. Remember this: The greatest mistake you can make in life is continually fearing that you will make one. – Elbert Hubbard 2. Add this tiny but powerful letter: The next strategy to create an unstoppable, growth mindset crucial for success is adding the words ‘yet.’ A Stanford study by Dweck found that putting phrases like ‘not yet’ or ‘yet’ can really boost students’ motivation. So, if you say, ‘I am not a 25-car-Ted go-getter—yet.’ It puts your statement to an unstoppable mindset context of not quitting. Remember this: Take the first step, then another. “It always seems impossible until it is done.” ― Nelson Mandela 3. Renounce excuses: Consider analyzing yourself to gauge which excuse you have been leaning on to rationalize not being more successful or productive than you are. Excuses such as— An ineffective leader that you are suffering under. Your team’s competency The economy, the time of the year, where you were born, your company, and the like. Now attempt to answer these questions for yourself— Have you chosen the right attitude, work ethic, level of discipline, and character? Do you spend more time thinking about the problem or getting to the solution? Will you spend more time with people that elevate you and challenge you? Will you proactively seek out, insist on, and act because of feedback? Do you choose to help yourself grow or get envious of other’s efforts and success? Honest self-insight is necessary to transform your thinking and develop an intentionally cultivated winning mindset. Remember this: No man was ever so much deceived by another as by himself. – Fulke Greville 1st Baron Brooke 4. Change your thinking and develop a robust “I own it” philosophy: To bring a change in perspective and attitude, you will need to change your associations, your habits and routine, what your read and listen to. This will not happen overnight, but process and consistency certainly bring change—the one who daily does less than he can gradually become less than he is. Additionally, changing your philosophy matters as it drives attitude, attitude drives actions, actions drive results, and results drive lifestyles. Thus, if you do not like your lifestyle, consider working on changing your philosophy. For instance, if your philosophy is that you own your results and renounce excuses, it will positively impact your energy and body language and prepare you to do more. Remember this: “A man is literally what he thinks, his character being the complete sum of all his thoughts.” – James Allen 5. Determine your WHY: Karate champion Johnny Gyro describes how desires, direction, and determination shaped his ‘why’ to become the number one ranked fighter globally. Ascertain what drives you, why do you want to achieve the fighting status and rank. Without focusing on a relevant, compelling WHY, you will distract from your goal and focus on minor things. Finally, when you feel less motivated, remind yourself of the powerful ‘why’ and get back to achieving your goals. Remember this: Your focus determines your reality. – George Lucas We are here to help: The PRO team has been training people to improve their performance

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Your Finance & Insurance Department 

Star Wars Lessons Worth Applying to Your Finance & Insurance Department 

The chronicles of a galaxy far, far away are filled with nuggets of worthy lessons for your F&I department. There are plenty of reasons why most of you like Star Wars. Laser guns, spaceships, secret organizations, alien races, cosmic battles make it so captivating. But Star Wars brings so much more to the table.  Notably, many plots and the unforgettable characters in the saga continue to teach lessons worth applying for the success of your finance and insurance department. Be it Luke, a farm boy who rose to become one of the greatest Jedi of the galaxy, or the feisty, capable leader Princess Leia, most of you will come to relate to a Star Wars character in some capacity. As you closely observe characters, you will find a lot to take away and apply in your F&I (finance & insurance) department for good. Though the movie characters are not real, you can glean the following real lessons from the epic saga. A Good Crew is Everything: The Ghost’s crew in the animated show Star Wars Rebels have all come from vastly different walks of life, but they have become a tight-knit crew and found a family through their missions to fight the Empire. Your takeaway:  As the manager or director, ensure that you have a solid team to help you attain your mission. An efficient team has the right people in the right role. Additionally, find ways to engage, motivate, and develop your staff. Engaged employees are more likely to remain employed with their organization over a more extended period. Your department will perform better when you set new goals and do what is required to give staff every opportunity to succeed. It is one of the greatest lessons for the success of your finance and insurance department. Realize others see the world differently than  you  do:   Obi-Wan said, ”Luke, you are going to find that many of the truths we cling to depend greatly on our own point of view.” A customer may have different needs and requirements than what  you  perceive. Asking questions to understand customers’  needs will help clear out  your assumptions and  better  serve them. Your takeaway:   Every consumer has a unique need. Assuming what your customer wants based on  previous  experience can drive your customer away. Empathy and listening skills  impact  the level of trust a buyer has in the sales person.  Furthermore, empathy plays a significant role in a customer’s overall experience,  thus influencing the  CSI (Customer Satisfaction Index)  and loyalty.  Custom finance and insurance products serve the customers’  needs and further enhance their ownership experience. Remember to apply these lessons for the growth of your finance and insurance department. Why  identifying  customers’  needs matter to your finance and insurance department?   If  you  are indifferent to the customers’ needs, they will take their business elsewhere. Often,  customers get puzzled with the options they get. As an effective manager,  you need to ask  the right questions to help  the  customer discover their needs and  offer products that would be valuable to them. Identifying  the  customers’  needs  correctly would allow  you  to cross-sell  products that would further enhance customers’  overall experience. Embrace the traits that make you stand apart:   Chancellor Palpatine was granted emergency powers to use the newly discovered clones in the fight against the Separatists, launching the Clone Wars. No matter if you are like other dealers that offer identical products, your commitment to serve your customers better is the power that will set you apart from your competitors. Your takeaway:   Expand your F&I portfolio and offer custom packages to build a value proposition. For example, create a customized and exclusive bundle of F&I products and value-add offerings that will grow sales  and tie  your customers to your dealership.  That would significantly boost the prospects of making a second sale. Keep  your mind open to new possibilities:   Ezra Bridger, the apprentice of Jarrus, kept his mind open to new possibilities and continued his efforts to become a Jedi despite his struggles. Your Takeaway:   Some dealerships are unknowingly operating in a way that can have them running afoul of regulatory and compliance guidelines.  Efficient, recurrent training can help your team remain current and keep you compliant. Why  upgrading  your compliance knowledge matter?   The F&I department manages a range of responsibilities and needs to safeguard the dealership by meeting specific requirements such as identity fraud, the right ways to run consumers’ credit checks. Updating  your compliance knowledge is critical to keep  you  aware  of  the new  laws  and  regulations.  For  instance,  when  auto dealers were held accountable  for  illegal,  discriminatory markups,  the  policies were revised  and tightened  as a result. Therefore,  being open to regular training  will keep  you  updated on  compliance  revisions. Furthermore, with proper compliance training,  your sales team will enter the field with more confidence resulting in more efficiency and success. Our thoughts and actions  impact  our future.   Focus is a core belief of the Jedi training. This statement is more than Obi-Wan waxing all yogi ”be here now,” Your takeaway:   Making customer service your core focus will help you stand out from your competitors. A customer-friendly focus will not only help you retain your customers but will also improve your Customer Satisfaction Index. This is an important lesson for finance and insurance department and for your overall success. Why is it important to focus on customer satisfaction?   Having the right basket of products that speak to the customer-driven demands combined with an informational, transparent approach to product presentation works to both increase sales and reduce cancellations.  Bundling value add products into customer-driven packages turns into more sales, fewer discounts, and most importantly, happy, retained customers. Reach out to your PRO Team for more insights on strengthening your F&I department.

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