How to make finance a seamless part of the purchase process

Arranging finance for a vehicle can be a stumbling block in a customer’s journey from test drive to heading away with their new car. Andy Tong, managing director of Profit Training, gives his tips on how the whole team can make the process as seamless as possible:

• If you run with a business manager, make sure their presence is known from the outset of the transaction, and the referral to the BM is smooth and seamless
• If your process calls for the sales executives to transact the F&I, then make sure your team are technically competent – the experience for the customer would be tainted if their confidence is derailed by a lack of knowledge or the immutable “Dunno” so often shared.
• Constantly challenge your team to prove their competence in F&I
• Ask questions you know your customers will ask of your team
• Be ready with a diverse range of paper products to match the customer’s needs, not the business’s
• Make your team’s roles clear and unambiguous
• Ensure the team has the required skills to transact their role competently, confidently and with complete assurance.