While the ignition is the key to starting a vehicle, the sales desk is the key to approaching and earning a customer's trust. It's that trust that helps customers feel confident to commit to purchasing a vehicle. Beyond the commitment to purchase a vehicle, a customer's journey within your dealership is only just beginning.
A Key Factor in Customer Satisfaction: Easy Transition from Sales to F&I
Next, the customer must feel confident with a dealership's F&I department. How can the sales staff successfully transition each customer over to F&I staff? Clear communication between the Sales Department and the F&I Department is the key when moving a customer beyond the sales floor.
Maybe you already have a process in place, but the numbers are not resulting in budgeted goals. Maybe, there is no consistent process at all. Bad communication, or no communication at all, can have a negative impact on your internal team moral, dealership profits, and even your brand. Here are a few suggestions that can help you ensure that both departments are on the same page.
- Develop a Teamwork Process
Before we go any further, here is an interesting success story, found on AutoSuccess.
- What information should the salesperson gather about the customer to offer the options that are affordable?
- How and when should the F&I team get involved? What's the information they need to quickly move the customer through the process?
- Learn from Customer Feedback
Showing customers that you care about their buying experience is important to you is an excellent way to end a buying process. Offer a questionnaire and let them know their input is vital to making improvements. Customer feedback is vital to a dealership's success, as explained on izmocars.
- Offer customers different ways or channels to leave comments and feedback.
- Make it a priority to respond to every customer response, whether bad or good.
- Build Internal Moral and Keep Interactions Upbeat
Everyone is on the same team, and everyone's goal is to make a sale and improve profits. CBT Automotive Networks details out eight steps to building a well-oiled dealership team.
- Establish regular meetings to openly discuss problems and to acknowledge successes.
- Where are the dealership's numbers compared to last month, last quarter, and last year?
- If worse, open up discussion for team solutions.
- If better, celebrate together!
At Vanguard Dealer Services, we're a hands-on operation, and we teach by showing. We're here to help your dealership establish the process that will help your sales and F&I staff focus on the best car solution(s) for every customer.