Digital Dealer - May 2019 - 48

S A L E S & VA RIA BL E OPS: Finance & insur ance Continued from pg. 47

FOCUS ON DELIVERING A MASSIVE AMOUNT OF
VALUE TO YOUR SALES PEOPLE, MANAGERS AND
CUSTOMERS WITHOUT ANTICIPATING ANYTHING IN
RETURN."

type of transaction it might
be. Stop grinding them for
making mistakes and start
coaching them by showing
how to do better next time.
Stop "punishing" them by
being slow or unresponsive
and start showing them
your sense of urgency. Stop
blaming them for apathy to
F&I, and start showing them
your empathy to challenges
they face. Start closing more
deals for them, regardless
if it's a cash or an outside
finance deal. Winning your
sales team will lead you to
establish the foundation to
the F&I culture you want to
enjoy.

and takes care of those in
a timely fashion. They want
to hear someone cheerfully
say - "give me this deal" no
matter what type of a deal it
is.
Winning with sales managers also involves coaching
and training your sales team
on how to close more deals
and sell more cars.

When you influence
salespeople and win them
over - the sales desk will
follow.
What do your managers
want?
 In most cases - the
same thing your salespeople want - sell and deliver
more cars and do it in a fast,
efficient and effective way.
 What they do not want,
is to see a slow and un-responsive F&I team. They do
not want to hear excuses
and complaints from F&I
managers. They want to see
a partner in their F&I team,
someone who would step up
and help in the time of need
and not hide in their offices.
They want to see someone
who owns their mistakes

STEP 3: WINNING
WITH YOUR CUSTOMERS.

STEP 2: WINNING
WITH YOUR SALES MANAGERS.

48

M AY 2 0 1 9

of urgency and complete
their paperwork in a timely
fashion. When they hear
a menu presentation they
want to hear and see value
in the products your team is
pitching. Moreover, stop boring them to death with your
presentation, engage them,
educate them, and show
value. Ultimately, you want
to have customers make

THEY WANT SOMEONE
WHO WILL LISTEN TO
THEM, MATCH THEIR
SENSE OF URGENCY
AND COMPLETE THEIR
PAPERWORK IN A TIMELY
FASHION."
Your sales person spends
several hours with their
customer and now it is
your turn. Needless to say,
salespeople are very protective of their relationships. In
addition, customer's sales
resistance can reach a high
level at this point.
What do your customers want?
 Let's face it - they want
to pay for their vehicle and
go on their way. They spent
all this time deciding and
now that they made it, they
are ready to go. Their sense
of urgency is at the highest
level as well. They want
someone who will listen to
them, match their sense

D I G I TA L D E A L E R . C O M

their buying decision on their
own - no one likes to be
sold, but everyone loves to
buy.
Winning with your
salespeople and managers
will help you create a better
experience for your customers. Creating an F&I culture
is not an easy task, yet it is
very rewarding. It will take
hard work from everyone
involved. F&I is a team
sport and it requires a lot
of give-and-take. Focus on
delivering a massive amount
of value to your salespeople,
managers, and customers
without anticipating anything
in return. When that happens - as Zig Ziglar said,
"you will get everything in
life you want, if you will help

other people get what they
want."
TONY TROUSSOV is an owner
of Mezen Dealer Services. He
recently served as Group F&I
Director at Morries Automotive
Group. Throughout his 20+ years
in automotive retail, he has held
multiple leadership positions,
including a GM of a large import
dealership. As a consultant, Tony
works with dealerships and OEMs
helping them improve processes
and customer experience. He
designed and developed an
on-demand learning platform for
dealership employees. Along
with hundreds of dealerships,
his clients included Hyundai,
Lexus, GP Strategies and J.D.
Power. Tony has delivered
over 650 presentations totaling
over 3,000 hours of platform
time. His international work
includes speaking and training
in Korea, Portugal, and UAE.
Tony is a Certified Coaching
Practitioner with Certified
Coaching Federation and a
Certified Speaking Professional
with National Speakers
Association. EMAIL: tony@
mezendealerservices.com
A D V E R TI S E R S IN DEX
ADVERTISER

PAGE

Advanta-STAR ...........................1
Construction SuperConference. 27
Gail Kasper ............................... C2
IRCE.......................................... C3
Kerrigan Advisors....................... 11
National Pavement Exp ............ 15
Payment Cloud .......................... 43
Siruis XM................................... 17
Uber for Business....................... 3
vAuto......................................... C4
The index to advertiser page
numbers is published for reader convenience. Every effort is made to list
page numbers correctly. The listing
is not part of the advertising contract
and the publisher is not responsible
for errors or omissions.
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Digital Dealer - May 2019

Table of Contents for the Digital Edition of Digital Dealer - May 2019
