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Transparent Selling
ROI and Customer Retention
F&I
CCI LEARNING CENTER
PROFITS FOR THE FUTURE!
“Best Pricing Makes it Easier.”
“Tired of Playing the Game.”
“Best year ever in 2009”
“My reputation is everything to me.”
“Tired of looking behind my back.”
CCI LEARNING CENTER
CCI LEARNING CENTER
“YOU JUST DON’T KNOW….WHAT YOU DON’T KNOW”?
CCI LEARNING CENTER
QUESTION?
When your happiest customers left the dealership . . .
(check one)
They were mini-deals
They were some of my biggest gross profit deals
q
q
“Who said selling cars can’t be fun and profitable?”
THE ONE PRICE POLICY WORKED!
CCI LEARNING CENTER
Dealer had best year in 2009! Sales consultants meet & greet and
finalize with a menu presentation!
10/21/2010
10/21/2010
10/21/2010
CCI LEARNING CENTER
“If price wasn’t in the equation ….
What sets your dealership apart from
your competition?
“EXPERIENCE”
Maya Angelou, wrote something quite profound that I have never
forgotten.
“I’ve learned that people will forget what you said,
people will forget what you did,
but people will never forget how you made them feel.”
CCI LEARNING CENTER
You can get the ride anywhere….
CCI LEARNING CENTER
But...Can You Get The “Walt Disney” Experience?
CCI LEARNING CENTER
COMMUNITY
WORD OF MOUTH
REPUTATION
COMMITMENT
LOYALTY
RETENTION
WHAT’S IT WORTH TO YOU?
CCI LEARNING CENTER
NO MORE SECRETS?
WELCOME TO THE NEW AGE…
VIRAL & INSTANT COMMUNICATION!
With 83% of potential customers online, what do they
research before arriving at your store?
CCI LEARNING CENTER
CCI LEARNING CENTER
HAVE YOU LOOKED AT YOUR FINANCE PENETRATION LATELY?
Good ole days … “I’ll go over those “RATES” when you come to pick up
your car” …. Is over!
On-Line Credit Approval in Minutes- What are you doing to keep you customers captive?
CCI LEARNING CENTER
Be transparent from the beginning to the end!
A hidden agenda reduces profits in finance and diminishes
customer buying experience.
CCI LEARNING CENTER
“RUN” FROM THE BOX CLOSE MENTALITY… IT WILL “EAT YOU” FOR SUPPER!
Who’s in control…ANYHOW?
10/21/2010
F&I - GET ALL THE CARDS ON THE TABLE!
CCI LEARING CENTER
A maverickF&I manager can wreck havoc on your
dealership reputation!
What steps do you have in place to protect your
hard earned reputation?
Best Hiring Practices is the Solution!
MENU SELLING IS KEY TO OVERALL CUSTOMER BUYING EXPERIENCE WHILE MAXIMIZING PROFITS!
CCI LEARNING CENTER
MENU SELLING IS A “STORE WIDE” COMITTMENT! ALL PERSONNEL ON THE
SAME PAGE!
CCI LEARNING CENTER
All the pertinent buying numbers upfront!
• Base payment,
• APR,
• Trade amount,
• Amount financed!
• No hidden cost!
• Prior to the negotiation of products!
CCI LEARNING CENTER
100% Products to 100% of Customers 100% of the Time
No Prejudging
Product Pricing Consistency
No Product Gouging
Less Haggle
Reduce Pressure
Reduce Chargebacks
Customer is in Control of the Buying Decision
Reduce Errors
Limit Liability
Improve Customer Experience
Customer Retention
Manageable
Would a bad rating
about your
dealership STOP a
customer from
considering a vehicle
purchase from you?
CCI LEARNING CENTER
For $30 or less any consumer can buy a domain and host a website
that can easily cost a dealership over $200,000 in lost gross profit a year.
Consider. . .
A place where you can provide the social evidence that
you and your team really do care about customer
service, and when something goes wrong, You Fix It!
CCI LEARNING CENTER
Dealer rating companies such as, Carfolks, Dealerrater, Presto Reviews – get
the grade on you- “what is your customer saying about you”?
WILL FINANCE MAKE OR BREAK THAT GRADE?
Carfolks is a new old
fashioned idea called a
neighborhood where we bring
consumers and dealers
together to do business, solve
problems, get advice and
share experiences.
Using interactive dealer
locators and simple search
features we help consumers
find dealers and their people
who truly put their customers
first.
Standard pages for sales and
service professionals are
FREE and allow a dealership
to showcase their talented
team members.
Carfolks.com is a dealer
advocate site designed to
help dealers show a more
accurate picture of how they
treat their customers.
Consumers posting reviews
are not anonymous, dealers
can respond and address
the issues, and individual
sales and service
employees are held
responsible for the
customer relationships.
Comments go live
immediately but once an
issue is addressed the
dealer can get credit for
fixing the problem.
Sales and Service
professionals can start
building their personal brand
online and let prospects know
how seriously they take the
customer relationship.
Pages follow the employee to
any dealership where they
work, giving them an incentive
to really focus on each
transaction.
Customers spending $15,000
to $50,000 now have the
option to select the person
they want to do business with
when they purchase or lease a
vehicle.
CCI LEARNING CENTER
THANK YOU!
CCI LEARNING CENTER
CHERNEK CONSULTING
770-889-6390 Office
404-276-4026 Cell
www.ccilearningcenter.com
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&INTEGRITY SALES WORKSHOP
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