The timeless art of the customer interview is fading away, as many automotive professionals have veered away from the foundational elements of the finance process in a dealership. The very first step that's being neglected is the all-important customer interview.
Active listening and hearing someone talk are two very different things. There are two types of listeners, a listener that intends to speak, or the active listener who intends to understand. In professional settings, and most definitely in dealerships, active listening is required. The automotive ...
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