Seminar Training

         Att: owners and general managers

1.   I have a question for you !
2. has your f&i department revenue dropped during the past few months ?
3. is your f&i manager getting worn out from the same answers from your customers ?
4. what is your f&i warranty avg per deal  Is it less than last year?
5. what is your f&i department gross profit per deal  Is it  less  than last year?
6. what is your f&i department gap avg per deal? less than last year
7. what is f& i department a&h insurance avg per deal? less than last year
8. has your sales department been working harder to sell a vehicle?
9. is  0% financing causing you to lose back end profits ?
10. are you having a harder time keeping older customers?
11. has your f& i manager made less this year than last year?
12. are all yor mechanics working less than last year?
13. are service department extended WARRANTY claims down from last year?
14. is your used car manager finding it harder to sell higher mileage vehicle?
15. do your new and used car managers needing help with the changing market:
16. is your general manager looking for fresh ideas for 2005 to get back  higher  gross per deal including front and end profits?
17. These  are  some areas where we can help.
18. we have over 40 years combined or   service towards customer service and  management .
19. we bring in presentations and teach your sales staff people skills.
20. we will show  you how  to understand your customers better and   what they are  thinking before you even have a chance to
21. ask for their business.
22. we all know  the  industry  is changing  fast.
23. are you prepared to keep up with the changing customer service demands? do you do you really know what the customer calls  customer  service.?
24. we can show your staff what your customers are really looking for.
25. we will spend time showing your f&i manager how to read peoples personalities   and to win over their trust. the sales staff will be taught how   to plant hidden words to sell ext service contracts..
26. we teach our people skills knowledge to your team.
27. the sales staff will start to have fun again. in return your profits will increase and your service department gross revenue will  increase.
28. we are finance and adminstration specialists only…
29. we provide personal teaching skills that we bring to your dealership without any high pressure sales.
30. you ask how does it work let us show you.
31. we can provide references
32. finance and insurance knowledge:
33. combined over 40 years of selling and adminstration duties:
34. gm certification for  bussiness  managers and sales
35. gm certification for office and adminstration managers, f&i manager, sales.
36. chrysler certification for office and administration managers,
37.  f & i managers, sales.
38. ford motor credit certification for sales
39. knowledge from being  #1  customer  service  store manager in

40.   
    

41. About  my achievements:.
42. winner   of   hyde  pitt  award for customer service.
43. selling 80% average extended service contract ….
44. always   investing  customer  service knowledge as the industry changes.
45. knowledge on reynolds and reynolds software
46. knowledge on adp software
47. knowledge on dealer systems software
48. 98% csi record.
49. dale carneige course knowledge certified
50. management training for retail store certified
51. interview workshop certified
52. customer service training certified
53. retail bussiness training certified
54. 
    
    

                       Let's get excited

1. To get an idea of what Baker’s Presentation looks like:
2. To see an actual F&I presentation, with a full range of products:
3. To see how this all fits together in a dealership, with an F&I manager:
4. F&I Managers ultimately use a paper Menu to review options with a customer.  Increasingly, electronic menus are used speed up the calculation of payment choices, and print custom menus.  Some even pull the customer and vehicle information from your accounting program, to make things even faster.
   
   An excellent example is the Menu Master program. 
5. All programs are well supported by online training that is customized for the selling process in each dealership.
6. These represent a few of the thousands of modules that are available, to create a customized, perfect presentation.  Typically 4-8 products are linked together, and combined with an electronic or paper menu, to help a customer review their options.
7. Vehicle Service Contracts
8. The cornerstone of most F&I departments
9. Loss of Employment
10. A re-engineered product gaining popularity in these troubled economic times
11. Tire & Rim 
12. Tire & Rim protection is a new hot selling product.
13. Interior/Exterior
14. A universal F&I product
15. Vehicle Theft Registration
16. Window etching is still the most basic and popular security device
17. GAP
18. GAP coverage is a popular finance and lease option
19. LoJack Vehicle Recovery System
20. One of the popular recovery system
21. 
    

22. Baker’s F&I and Menu Selling

23. All Baker’s Presentation programs, menus and support training materials, are adjusted exactly for a dealership’s selling system and F&I process.
24. Not sure how, or if it fits in with what you’re now doing, or want to do?  Want your F&I Manager to talk with the customer first, at the sales desk?  No F&I Manager?  No worries.
25. Just give us a call, and we’ll give you a link on our website to the exact system that you want to run with, that shows you how other dealerships, using a similar selling system, have had great success. Of course, adding Baker’s Presentation, often speeds up, and smoothes out a process, that doesn’t currently include Baker’s Presentation.
26. What follows is a generic presentation format; to give you an idea of how Baker’s F&I presentation fits together with Menus and Packages. 
27. The sequence that follows is based on the simplest, ‘paper only’ menu format.
28. There are as many menu and package ideas, as there are F&I training companies.  We adjust everything to the format that you’re most comfortable with…or if you’re looking for new ideas, we have lots of them.
29. Once a customer has decided on the products that they want to buy, you will typically:
30. Finalize the financial details in the F&I accounting program,
31. Print the applicable financial and other forms,
32. Review all financial information in accordance with all applicable laws
33. And have the customer sign where applicable.
34.            
35. The question of honest and ethical treatment of customers is gaining increasing attention.
36. Your customers have the right to:
37. Honest information when they request it without evasiveness
38. Clear and thorough explanations of all financing/purchase details
39. Receive copies of all documents signed
40. Prompt and efficient service with a genuine concern for their time
41. Choose which product sand services they purchase
42. Expect the value of products and services to be equal to or exceed the purchase price
43. Courteous and professional treatment at all times
44. Be invited to buy without feeling pressure
45. Expect us to keep your promises to them

46. Baker’s F&I program: Maximizes Profit

47. 	Dramatically increase F&I profit
    	Increases sales same time as delivery process
    	Improve CSI
    	Ensure that all 'full disclosure' requirements are met

48. They also help out a Menu Selling format by:

49. 	Establishing a need for every product, every time
    	Introducing every product, every time
    	Making it easy for the F&I Manager to review the menu options

50. We can customize your level of support, depending on your needs:

51. 	Customized software only with baker’s training support
    	or add on-site kick-off training with Baker’s support
    	or add on-site kick-off training with on-site training

52. Take a look at some examples of Baker’s f&I Presentations

53. The Basics in the

54. Service Drive
55. The fundamental way to improve service department profit is to treat every customer repair order as an opportunity, and maximize every sale.
56. The key is to understand fully, the potential that exists in 3 areas.

57. Captive

58. Sale
59. The customer brings the vehicle in for a reason: something needs attention. This is the easiest sale.

60. Technicians

61. Sale
62. The second easiest sale is based on the proper visual inspection of all vehicles by the technician, with recommendations to the service advisor.  The best service managers ensure that there is accountability for both technicians and service advisors, to maximize results from this important area.

63. Service Advisors

64. Sale
65. The toughest sale is when the service advisor needs to create a need for, and present preventative maintenance service based on vehicle mileage and customer service history.
66. Few service advisors have the skills or training to create a need for additional recommended services, and present a solution to their customers...every time.  Too often they rely solely on the
67. Technicians to find items during their inspections, and even then may feel nervous about a presentation to the customer.
68. The service drive point-of-sale is at the walk around. Observations made here, lead to additional recommendations for additional repairs that would otherwise slip by.
69. Presented properly, the service advisors sale can be a lot easier than it's perceived to be.

70. The Solution

71. We help dealerships maximize results from all three areas of sales potential by:

72. 	Reviewing the fundamentals in a classroom environment
    	Working with the service manager and advisors, live in the service drive with real customers
    	Supplying and using virtual, talking sales presentation programs specifically designed for the service drive

73. This combination of methods ensures that service advisors are educated, encouraged and motivated to make a proper presentation, every time, with every customer...always...and that service managers have the tools necessary to operate their departments at peak efficiency...every day.

74. Customer Paid Labor is the Cornerstone of Profitability

75. A dealership that sells 100 vehicles a month typically has 5 times that number of customers come through the service department every month.  Most customers that come to the service department really don't want to be there.  They typically come in for 1 of 3 reasons:

76. 	Warranty repair work
    	Routine maintenance
    	Major repair work, outside of warranty

77. Ensuring that each one of these customers is presented with the manufacturer's suggested maintenance, as well as additional maintenance that should be performed due to local conditions, is the cornerstone of increasing customer paid labor, and profitability, in a service department. 

78. Customer Benefits

79. 	Improves the value and reliability of their vehicle
    	Reduces 'surprise' repair bills
    	Improves the relationship with the dealership

80. Dealership Benefits

81. 	Improve service department profit, both initially and over the long term
    	Increase customer loyalty over the long term
    	Increase customer satisfaction

82. What's been done

83. Most programs designed to sell these services in the service drive, often produce poor, and inconsistent results.  The typical program consists of:

84. 	Sticking up 'ask me about' posters in the service drive
    	Paying the service advisor a 'spiff' to sell the products
    	Holding a meeting or two, 'to keep it in front of them'

85. When 'nobody asks', and service advisors are 'way too busy' to make an elaborate presentation, the program staggers along.
86. 

87. The Challenge

88. The major constraints have been:

89. 	Service drive is often a very busy sales environment
    	Service advisor reluctance to present to an already unhappy customer
    	Service advisor doesn't know exactly what to say, or when, to make the presentation
    	Service advisor that doesn't want to be rejected by a customer saying 'no'
    	Customers that don't naturally know why they need these products
    	Service advisors unclear on exactly what options should be presented to a particular customer
    	Poorly executed pay plans and profit allocation

90. The Solution

91. Active Delivery Center

92. : CSI Booster

93. The Active Baker’s f&I program, that ensures that everything that you want to say to a customer that just bought a car, is quickly and thoroughly covered.  The program can be designed to operate on a local computer, or over the Internet. 
94. Completely customized to your dealership, this often includes

95. 	Sales must always present the following:
    	Introductions to the Service department and personnel
    	A review of service hours, and special features of the service department
    	The importance of maintenance
    	Setting the first service appointment
    	A review of the CSI questionnaire
    	anything else that should be covered with every customer every time

96. Classically it's introduced to a customer at the point of sale, prior to going into F&I.  This fills the typical time gap with useful information, and helps the customer transition from 'thinking of buying a car' to 'owner'.  It can also be used at the point of delivery, if this better suits a dealership sales method.
97. Active Delivery Center examples
98. The point of sale sequence typically goes like this:

99. 	First, a customer buys or leases a car, and the salesperson has them sign the worksheet or buyers order…whatever is used to finalize the sale
    	Instead of leaving the customers by themselves, the salesperson then physically moves them to a quiet desk or office in the showroom, and introduces the customer to the Active Delivery system.
    	Baker’s f&i program, through a combination meetings, voice and graphics will cover whatever a dealership wants to say to every new owner. Typically programs are designed to run 6 - 8 minutes long depending on what a dealership wants to accomplish. All programs are customized to an individual dealership, with specific focus on any areas that are a weakness in CSI for the dealership. This will typically cover things like the service department introductions, the need for maintenance, setting the first service appointment and a detailed review of the manufacturer's CSI questionnaire…perfectly, the same way, every time.
    	The sales person uses this time to take the deal information into the F&I Manager, and gives the F&I Manager the few minutes that they need to get ready for the customer .this is wrong in today’s market the salesman after asking if f&I manager is free the salesman will bring the customer into the business managers office .This will give the business managers time to talk and get read  the customer as he is putting in the customers information into the computer by using baker’s people skills the business manager will determine what will the customer need.
    	Once the Active Delivery program is finished, the sales person will return to the customer, fill out the first service appointment card and review the CSI questionnaire one more time
    	Use Baker’s closing words: Congratulations your vehicle has qualified for the premium extended service and also qualifies for A&H insurance and Gap coverage not everyone has qualified this month for both. Next find something you and your customer agree on for example sports, animals, children, Vehicles, what happen to you in the past? New vehicles has 48,000 parts Extended service covers over 8,211 parts Public drives 1500 miles month Factory warranty covers public driving 1,000 miles a month  We can see vehicles cost are rising every year With the cost of driving a vehicle going up With the cost of vehicle repairs for parts going thru the roof With the cost of labor going up every year. Can we afford not to be without vehicle repair coverage? As you know repairs will happen: And repairs will continue as your are still making payments Extended service warranty is good thru out all of north America Say: let’s plan for the future included in your payments is 6yr 100,000 mile premium extended service contract…this will help you from getting behind in payments and help you take care of your family. This is a note to the woman who buys new vehicle as you plan and make your budget do you realize your warranty will run out before you have paid for your beautiful automobile let’s take care of any problems that can occur while you are making payments every month. I have included in your payments 5yr unlimited mile’s gold extended or 7/ yr 100,000 mile service contract and don’t forget lifetime engine warranty all programs were designed for today’s customer  driving habits. Business manager will lay out in front of the customer the program sheet showing everything his dealership has to offer with all prices will be shown on the computer one at a time.

100. Now use these words and use your own to present yourself as a member of their family.
101. The customer will always respect you and believe in you if you will treat them with respect
102. With a soft voice show them what the future could happen buy not scaring them or trying to be superior over them.
103. Today’s customers always want to be in charge television is scaring the hell out of the customer and pointing the finger at business manager.
104. Always dress like a manager not like a salesman to get the customers attention you must present   yourself with honor and act like you belong in the business manager’s position.
105. Show the customer you care not trying to sell something.
106. Customers want to trust you and believe in you.
107. Let them relax not feel pressured.
108. I will show you body language that works.
109. Offering coffee or soft drink.
110. Customer always wants something for free
111. Compliment them on there wonderful choice of vehicle
112. Show the customer the screen after you inputted the information
113. Always ask the customer if the information is correct on the purchase order.
114. Ask the customer will this be there primary source of transportation.
115. I have package that can fit into your dealership.
116. Keeping track of your gross profit monthly.
117. Calling monthly and giving new key closing words as the market is changing.
118. Quartley coming to dealership and giving your own seminar.
119. Bring to your dealership closing tools baker’s employees.
120. Using baker’s program your csi increases
121. Extended warranty contracts increases
122. Service department revenue increases
123. F&I gross income stays above national average
124. New car sales increases
125. Used car sales increases
126. Eliminates unhappy customers over repair costs
127. Customers automatically come back
128. Baker’s program can increase gross revenue
129. Will provide personal people skills for any problem.
130. If you following baker’s people skills program your f&I revenue should increase 10 to 20,000 monthly.
131. Your f&I manager can increase his extended service contracts 50% to 100%  deal including cash customers.
132. Who wins you again.

Copyright 2009 Bakers Insurance Financial Warranty Group. All rights reserved.

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