Transparent Selling in F&I ROI and Customer Retention.

1. CCI LEARNING CENTER Transparent Selling ROI and Customer Retention F&I

2. Transparency requires change! CCI LEARNING CENTER PROFITS FOR THE FUTURE!

3. ROIWhat Dealers Are Saying! “Best Pricing Makes it Easier.” “Tired of Playing the Game.” “Best year ever in 2009” “My reputation is everything to me.” “Tired of looking behind my back.” CCI LEARNING CENTER

4. CCI LEARNING CENTER “YOU JUST DON’T KNOW….WHAT YOU DON’T KNOW”?

5. CCI LEARNING CENTER QUESTION? When your happiest customers left the dealership . . . (check one) They were mini-deals They were some of my biggest gross profit deals q q

6. “Who said selling cars can’t be fun and profitable?” THE ONE PRICE POLICY WORKED! CCI LEARNING CENTER

7. Dealer had best year in 2009! Sales consultants meet & greet and finalize with a menu presentation!

8. 10/15/10

9. 10/15/10

10. 10/15/10

11. CCI LEARNING CENTER “If price wasn’t in the equation …. What sets your dealership apart from your competition? “EXPERIENCE” Maya Angelou, wrote something quite profound that I have never forgotten. “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

12. CCI LEARNING CENTER You can get the ride anywhere….

13. CCI LEARNING CENTER But...Can You Get The “Walt Disney” Experience?

14. CCI LEARNING CENTER WHAT’S IT WORTH TO YOU? COMMUNITY WORD OF MOUTH REPUTATION COMMITMENT LOYALTY RETENTION

15. CCI LEARNING CENTER NO MORE SECRETS? WELCOME TO THE NEW AGE… VIRAL & INSTANT COMMUNICATION!

16. With 83% of potential customers online, what do they research before arriving at your store? CCI LEARNING CENTER

17. CCI LEARNING CENTER HAVE YOU LOOKED AT YOUR FINANCE PENETRATION LATELY? On-Line Credit Approval in Minutes- What are you doing to keep you customers captive? Good ole days … “I’ll go over those “RATES” when you come to pick up your car” …. Is over!

18. CCI LEARNING CENTER Be transparent from the beginning to the end! A hidden agenda reduces profits in finance and diminishes customer buying experience.

19. CCI LEARNING CENTER “RUN” FROM THE BOX CLOSE MENTALITY… IT WILL “EAT YOU” FOR SUPPER! Who’s in control…ANYHOW?

20. 10/15/10 F&I - GET ALL THE CARDS ON THE TABLE!

21. CCI LEARING CENTER A maverickF&I manager can wreck havoc on your dealership reputation! What steps do you have in place to protect your hard earned reputation? Best Hiring Practices is the Solution!

22. MENU SELLING IS KEY TO OVERALL CUSTOMER BUYING EXPERIENCE WHILE MAXIMIZING PROFITS! CCI LEARNING CENTER

24. APR,

25. Trade amount,

26. Amount financed!

27. No hidden cost!

29. MenuPro Printed Disclosure

30. CCI LEARNING CENTER 100% Products to 100% of Customers 100% of the Time No Prejudging Product Pricing Consistency No Product Gouging Less Haggle Reduce Pressure Reduce Chargebacks Customer is in Control of the Buying Decision Reduce Errors Limit Liability Improve Customer Experience Customer Retention Manageable

31. Would a bad rating about your dealership STOP a customer from considering a vehicle purchase from you? CCI LEARNING CENTER

32. If you don’t provide a place for every customer to share their buying experience with your dealership they will find or create one to vent and NOT INCLUDE YOU! For $30 or less any consumer can buy a domain and host a website that can easily cost a dealership over $200,000 in lost gross profit a year.

33. Consider. . . A place where you can provide the social evidence that you and your team really do care about customer service, and when something goes wrong, You Fix It!

34. Dealer rating companies such as, Carfolks, Dealerrater, Presto Reviews – get the grade on you- “what is your customer saying about you”? WILL FINANCE MAKE OR BREAK THAT GRADE? CCI LEARNING CENTER

35. Carfolks is a new old fashioned idea called a neighborhood where we bring consumers and dealers together to do business, solve problems, get advice and share experiences. Using interactive dealer locators and simple search features we help consumers find dealers and their people who truly put their customers first. Standard pages for sales and service professionals are FREE and allow a dealership to showcase their talented team members.

36. Carfolks.com is a dealer advocate site designed to help dealers show a more accurate picture of how they treat their customers. Consumers posting reviews are not anonymous, dealers can respond and address the issues, and individual sales and service employees are held responsible for the customer relationships. Comments go live immediately but once an issue is addressed the dealer can get credit for fixing the problem.

37. Sales and Service professionals can start building their personal brand online and let prospects know how seriously they take the customer relationship. Pages follow the employee to any dealership where they work, giving them an incentive to really focus on each transaction. Customers spending $15,000 to $50,000 now have the option to select the person they want to do business with when they purchase or lease a vehicle.

38. CCI LEARNING CENTER THANK YOU! CCI LEARNING CENTER CHERNEK CONSULTING 770-889-6390 Office 404-276-4026 Cell www.ccilearningcenter.com ASK ABOUT OUR ON-LINE “LIVE” F&I FUNDANMENTALS & INTEGRITY SALES WORKSHOP CCI offers on-site customized training and regional workshops nationally.