Customer Centric Workshop

 

NOVEMBER 6th, 7th & 8th in ATLANTA, GA! 

DoubleTree Hilton Properties

Alpharetta, GA 

Streamlining your F&I Training procedures ensures performance and peak customer satisfaction.  Closing Tools Mastering Menu Sales workshop guarantees your F&I manager will undergo a significant F&I PVR boost while developing a positive relationship with the customer! They will learn how to effectively present the products on the menu in a user-friendly, easy to understand format that customers like. Either with a "digital menu or a paper menu." Expect an interactive F&I training session that will keep your F&I manager completely captivated and on their toes! The course material has been carefully crafted to provide up-to-date leading material based on today’s highly informative customer. You can’t continue to use outdated training techniques and expect to stay on top! 

 As Jeffrey Gitomer put's it, “customers hate to be sold but they love to buy!” Learn why pitching products leads to diminished sales, instead, offer a value proposition that wins your customers hands-down and massively improves your F&I profits!

Workshop Highlights

How an F&I department evaluation keeps you effective on your toes! 

Why inconsistency in F&I product presentation and pricing jeopardizes profits.

How to remove pressure tactics from the F&I selling process. Should you be using a digital menu or a paper menu and the difference between the two! 

How to dramatically reduce the time customers spends in the F&I office.

Why all management personnel should understand the benefits of the interview process.  

Transfer of trust, your salesperson is the customer! 

Reduce your CIT and avoid recontracting. 

Why F&I departments are under fire and how to avoid getting sued.

How to use "proven time-tested solutions" to overcome product objections! 

The evidence file is a basic tool that STILL works! 

DAY ONE

9:00 AM – 10:00 AM

Introduction

Compliance Review 

11:00 AM -  11: 15  AM 

BREAK

11:15 AM - 12: 30 PM 

The Interview Process

Meeting the Customer on Their Terms

Establishing a Common Bond

Check the Transaction for Accuracy

What’s on the Menu?

Disclosure & Terms

Product Consistency & Pricing

Descending Terms & Customer Resistance

Offering Options

12:30 PM- 1:30 PM

LUNCH

1:30 PM – 3:30 PM

Review & Role-Play

Interview

Menu Presentation

3:30 PM – 3:45 PM

BREAK

3:45 PM- 5:00 PM
When the customers says “NO! I want to stick to my base payment!”

DAY TWO

9:00 AM – 11:00 AM

Role-Play

Interview

Menu Presentation

When the customer says “NO! I want to stick to my base payment!”

11:00 AM – 11:15 AM

BREAK

11:15 – 12:30 PM

Upsell Techniques

Learn how to effectively overcome the customer’s objections based on a value proposition. Sell based on value rather than a paycheck. 

12:30 PM – 1:30 PM

LUNCH

1:30 PM – 3:30 PM

Upsell Techniques - Service Contracts 

F&I Training-Service Contract Closes

I'll Take the Risk 

Perfect Car

Dependable Car

I Have the Manufacturer Warranty

It Costs Too Much

Bought One Before, It Didn’t Cover Anything

Ancillary Product Closes

Gap Protection

Paint & Fabric Protection

Tire & Wheel

Key Replacement / Dent Ding / Theft Recovery

3:30 PM – 3:45 PM

BREAK

3:45 PM 5:00 PM

Role-Play

Menu Presentation

When the Customer Says “No! I want to stick with the base payment!”

DAY THREE

9:00 AM 11:00 AM

Role-Play Check-Up Video Presentation 

Interview

Menu Presentation

When the Customer Says “No! I want to stick with the base payment!”

11:00 AM 11:15

BREAK

11:15 AM– 12:30 PM

Product Objections and Visuals 

It Costs Too Much

I Have My Own Mechanic

Perfect Car

Dependable Car 

Gap Protection

12:30 PM – 1:30 PM

LUNCH

1:30 PM – 3:30 PM

Credit Union and Bank Conversion

Right of Off-Set

What is digital retailing and why you should know. 

Questions & Answers

Workshop includes (2) months of the continuing education with Chernek Consulting online Virtual Pro! Continue to implement best practices back at the dealership! 

Have questions contact Becky directly at 404-276-4026! 

 

Contact Chernek Consulting

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