The customer has probably spent several hours with a salesperson, and now is introduced to a new individual who has the power to make, or break, the transaction. The fear of the unknown is always scary, so there is bound to be some trepidation on the customer’s behalf.
To help put the customer at ease, the F&I manager needs to let him know he is in his corner. So the Meet & Greet will set the stage for the Finance Manager for the next 20-30 minutes. He can do this by congratulating the customer on his purchase, and talking about the excellent decision he made by talking up the vehicle’s attributes. Once the customer is comfortable the F&I manager should brief the customer on the next step in the sales transaction to eliminate the fear of unknown.
Use your own words to relate to the customer, but convey the following information:
“Congratulations, Mr. and Mrs. Smith. I’m sure you’re going to love your new ________, which gets great gas mileage for an SUV. May I call you John and Jane?
“My name is Jeff Myers, and I’m the finance manager. I’m going to prepare all the legal and registration paperwork, so you’ll be able to drive home in your new car. I’ll also assist you with financing, if you need it, and discuss how you can protect your new investment. The whole process should take about 20 minutes, and while we’re doing the paperwork, your new car is being prepared for delivery.
“Before we begin, can I offer you a soft drink or a cup of coffee?”
Tags: Customer Service, f&i, F&I Manager