If you ask anyone what their least favorite part of buying a new or used car is, it’s dealing with the financing and insurance process that comes along with buying a vehicle. Many people are concerned with feeling pressured into something the don’t want or feeling like they have to make a fast decision. The good news is there are things you can do to eliminate some of that frustration and provide your customers with a friendlier experience. When you take the time to give your customers the best experience possible, chances are they will return to you when they need another vehicle and they may even recommend you to their family and friends in search of a vehicle. The following tips will help you make your automotive finance and insurance department more customer-friendly.
Get Rid of the Papers
The last thing your customers want to do after shopping for a vehicle is to sit down and go through a huge stack of papers. This process often makes individuals feel like they’re signing their life away, which can lead to frustration and even irritation, making the process more stressful for everyone involved. One of the best things you can do for your customers is to transition to a digital system, allowing your customers to view all of the necessary paperwork through an Internet-enabled device and signing digitally to save time. In fact, you can even complete credit checks through secure digital apps.
Not only will you be able to save your customers the time and energy of going through tedious paperwork, but you’ll be doing your part to save the environment. It’s also easier to create a digital filing system so you can find any paperwork easily at a future date. This greatly streamlines the F&I process, allowing you to focus more on providing your customers with the high level of service they deserve.
However, this doesn’t mean you should get rid of all the paperwork. Keeping brochures around allows your customers to learn more about the vehicle they are buying, as well as services your dealership offers while they wait for the results of their financing application. It’s a win-win situation for everyone.
Have a Conversation with Your Customers
The biggest mistake dealerships often make with their customers is going straight for the sales pitch. The last thing your customers want is to feel like you’re trying to hard sell them on products and services they feel they don’t need. Buying a vehicle is expensive as it is, the last thing people want to do is spend more money than they were planning by the time they leave the dealership. Many dealership push extended warranties, window tinting, VIN laser etching and more, leading customers to feel as if they are just a bank account to their customers.
The best way to combat this feeling with your customers is to start a genuine conversation with them. Instead of throwing a bunch of services and numbers at them, talk about the benefits of the various services and add-ons you have to offer and how it can help them in the long run. Let them ask questions and avoid making them feel like you’re using pressure tactics or that they have to buy these things. When provided with valid information about the add-ons and letting them know why they may want to consider it will allow them to process that information and make an informed decision for themselves.When you give your customers the time to process the information, they can ask any questions they may have and prioritize what they can afford to add on to the purchase price of their vehicle.
Train Your Staff
The most important part of making your F&I department more friendly for your customers is training your employees on the best way to handle customers and make them feel as if their input matters. While a dealership can offer this training to their employees on-site, the best way to handle it is to find a school that offers the professional training your F&I employees require. The Automotive Dealership Institute, for instance, is one of the only schools that offers a program like this, providing your employees with the reliable training they need to provide the best customer service experience to keep your customers coming back to you.
Without the proper training, your F&I staff could miss essential selling points, as well as important parts of the process that can leave your customers missing out. F&I training teaches your employees how to use a digital format, they will have a full menu in front of them so they can easily go through the process step by step to ensure nothing is overlooked in the process. Customers will enjoy a higher quality of service and feel confident you took all the steps necessary to complete the sale seamlessly.
Providing your customers with a seamless, stress-free and low-pressure sales process will help them feel confident when they buy a vehicle from you. Not only will they enjoy a better car-buying experience, but they’ll be far more likely to return to your dealership for service and when they’re ready to buy another vehicle. On top of that, it’s more likely they will recommend your dealership to their family and friends because of their positive experience.
If you’re looking for the best place to train your employees in the automotive F&I department, the Automotive Dealership Institute is your best option. We are proud to offer convenient courses that allow individuals to learn the best ways to serve your customers, including the use of digital technology to make the sales process go as smoothly as possible. After all, the faster you are able to get your customers on the road with their new vehicle, the happier they will be. Contact us today to talk about our course offerings and put your team on the fast track to success.