The Automotive Training Academy by Assurant provides informational video tips to help you and your team deliver better results in an ethical and compliant manner. Our instructors bring decades of real- world automotive experience to this video series, as well as our five-day immersive F&I Professionals course. These LIVE In-person programs are offered at both our downtown Chicago office and Houston/ The Woodlands office.
In this video, Dwayne Wiggins explains how being enthusiastic about your customers new vehicle can help engagement as well as gain critical intel on them.
As an F&I pro, one piece of information that helps establish high product attachment rates is:
“Why would the individual sitting in front of me have a need for my product?”
You see if we understand what their needs are, we can begin to build value in the product. One of the easiest but often missed opportunities to do this is to make sure you enthusiastically insert yourself into the conversation about the buying decision they just made.
Hey, they just bought a vehicle! They are excited, right? So, talk about the new vehicle at the beginning of you conversation. Early on, simply congratulate them and ask, “That’s a really great vehicle. I drove one the other day and was really impressed. What do you like most about it?”
You see, we want to ride that enthusiasm wave because when they start telling us about their likes and what they enjoy most about the vehicle, we can then expand our conversation to get next level intel with follow up questions of:
• “Oh, that’s interesting. Did you have that on your last vehicle?”
• “How did you even know that existed if it wasn’t on your last vehicle?”
• “Oh, you had friends that had it.”
• “Oh, you rented a car that had it.”
Having them engage with us more than we are engaged with them, well, that’s called selling! Remember the art building rapport and allowing them the opportunity to talk about something they’re enthusiastic about and at the same time we are collecting a lot of information about the customer so we can ensure we offer the right product that protects them every time.
You see, it’s harder to sell a product without knowing a person and once you gather that critical intel of why they made their decision about the vehicle, it becomes a lot easier to build value and need in your product.
From all of us at the Automotive Training Academy, that was your tip of the week!
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