SUAG F&I playbook v3

SOUTHERN UNITED
AUTO GROUP

Professional F&I Process

The Guests in the dealership provide your salespeople an opportunity to earn income.

Remember who provides YOU with this opportunity!
YOUR NEW CLIENT:

THE SALES ASSOCIATES

PROFESSIONAL GREETING OF YOUR NEW CLIENT:
“Great job selling this vehicle. Thank you for the opportunity. Tell me where the
client is sitting, and I will greet them and see if we can get this vehicle delivered
RIGHT NOW!”

Table of Contents

INTERVIEW & MENU PROCESS ...................................................................................... 3
THE INTERVIEW PROCESS ...............................................................................................................4

PREPARE MENU:.................................................................................................................... 7
Menu Disclosure: ...........................................................................................................................9

SELECTED CLOSES TO AID ..................................................................................................... 11
99.9% .........................................................................................................................................12
MY OWN MECHANIC....................................................................................................................15
COMPARISON TO COLLISION ........................................................................................................16
THE THIRD OPTION ......................................................................................................................19
REDUCE TO THE RIDICULOUS........................................................................................................22
QUICK SOLUTION .........................................................................................................................23

FINANCIAL SERVICES MANAGER’S PAPER WORK PRESENTATION GUIDE....... 24

INTERVIEW & MENU
PROCESS

STRATEGY OF THE INTERVIEW:

STRUCTURE THE DEAL
ELEVATE NEED AWARENESS
BUILD RAPPORT
VERIFY INFORMATION

Process Overview:

• Introduction Statement
• Three Responsibilities

• Review The Purchase Agreement
• Titling Information
• Vehicle Information
• Review of the Agreed Upon Figures
• Review of Insurance Information

• Review Consumer Statement
• Credit Consultation
• F&I Process Flow Chart

THE INTERVIEW PROCESS

Go to the CLIENT (Guest should be sitting at the Salesperson’s desk)

INTRODUCTION STATEMENT

“Hello (Mr./ Mrs. clients’ name(s)). Congratulations on your new purchase.
My name is _______________. I am your Financial Services Manager. Do
you mind if I sit down?

Join the clients and explain your three responsibilities

“I have three responsibilities here at (SUAG Dealership). The first is to
review and complete your paperwork. The second is to assist you with your
funding needs. Third and most important, is to get you driving your new
vehicle as quickly as possible. Do you mind if I begin?

TITLING INFORMATION

“For TITLING PURPOSES we will title your new vehicle to
_______________.”

Write down any corrections

“Also for TITLING PURPOSES, we will title the vehicle to ( Clients full
address including zip code ).”

Write down any corrections

VEHICLE INFORMATION

“I noticed you are purchasing a (YEAR, MAKE, MODEL), with _________
miles on it. Is that correct?”

If the information is incorrect, allow Sales Associate to verify new info.

“How long do you plan on keeping your new vehicle?”

Make note of the information the client shares with you.

“How many miles do you normally drive in a year?”

Make note of the information the client shares with you.

“Where do you have your regularly scheduled maintenances performed?”

Make note of the place, or write “here” if the client maintains the car at the dealership.

“How often?”

Write down the answer, whatever that may be…
If the client indicates that they do regular maintenance, and anywhere other than the

dealership’s service department say:

“So maintaining your new (make) both inside and out is important to you?”

If the client indicates that they have their vehicle maintained elsewhere say:

“If it were cost effective, would you consider maintaining your new vehicle
with us?”

REVIEW THE AGREED UPON FIGURES

“These are the figures you agreed to…”

Just point to the figures, do not state the actual numbers.

“Your down payment of ____________”

Point to the figure

“This leaves the unpaid balance shown here.”

Point to the figure. Do not wait for affirmation of the number. Simply move on. Do not verbalize
this figure.

REVIEW OF THE INSURANCE INFORMATION

“I see that you are insured with______________.”

“Have you contacted your insurance provider, or shall I have (Sales
Associate’s Name) do that for you while we are completing your paperwork?”

TRANSITION TO THE CREDIT CONSULTATION

(If your client has stupendous credit, skip these questions and proceed to:
TRANSITION STATEMENT TO THE EXIT INTERVIEW)

“Some of the next questions I have to ask are somewhat personal. Would you
feel more comfortable here or in a private office?”

If the client elects to stay at the Sales Associate’s desk, proceed to the next step. If they prefer a
private office, proceed to THE TRANSITION STATEMENT TO THE EXIT INTERVIEW.

CREDIT CONSULTATION

“Let’s review your consumer statement. Did you or your Sales Associate fill
this out?”

“I see that you work for (Employer), as a (occupation), and you earn (income)
per month/year. Is that before or after taxes?"

Verify and record the information shared. DO NOT verify the length of employment or the time
that the client has lived at their current residence.

“Do you have any other income? Bonuses? Overtime?

Make note of the additional income that the client shares with you.

“Before I review your credit, would you say you have good credit, bad credit,
or somewhere in between?”

Acknowledge whatever the client says, and then WRITE IT DOWN.
If they state that have somewhere in between or bad credit, but actually have good credit, obviously
DO NOT CORRECT THEM. Simply find some items in the bureau to review…
If they have the perception that there credit is good, but it is actually less than perfect, or bad, DO
NOT CORRECT THEM. Simply proceed to the bureau and review each and every derogatory
account. By the end of this process they will understand the condition of their credit.

TRANSITION STATEMENT TO THE EXIT INTERVIEW

“Fantastic. I have all the information I need to get your paperwork
completed. At this point we are going to restart the clock and I will be back in
(five minute range).
You have my assurance that we will have you driving your new car as soon as
possible. May I get you something to drink while you wait?”

Regardless of whether or not the client wants something to drink, excuse yourself from the guest
and return to the F&I office. Instruct the Sales Associate to return to their client(s) until you
return to lead the guest into the F&I office. If a drink was requested, have the Sales Associate
deliver the beverage

REMEMBER: UNDER PROMISE & OVER DELIVER

PREPARE MENU:

Example of Retail Menu

Menu Disclosure:

If a payment has been quoted by the sales desk: recite the following to the client in the Financial Services
office, after the Client interview has been performed at the sales person’s desk, or desk on sales floor
where deal was closed:

Mr/Mrs____________ I noticed that you were quoted a payment of _______ and I want you to
know that you can take delivery of your new __________ at that payment. Based on the
conversation that we just had, that may not be the payment for you. There are many options
available, and it is my duty to go over them with you. Do you mind if I begin?
After permission has been granted to proceed, move on to menu disclose:

By choosing the Preferred Option, you will receive (go over options available in Preferred Option).

Prior to moving on to the Comprehensive ask:

Do you have any questions about the Preferred Option before we move on to the Comprehensive?

If client says no, then proceed:

BY choosing the Comprehensive Option, you will receive all the same benefits as the Preferred,
however, you will FORFEIT the Key Replacement Motor Club (give brief description, paint picture
of consequences of not having the protection)

Repeat same for each option until the end of the Standard Option. Then ask:
Do you have any questions about any of these options?

More often than not, Client will say they do not have questions…Then ask:

In that case which of these options do you prefer?
(Lay the pen down next to the Preferred Option) …
If client chooses no options, say no problem, begin to type a few things and then go back and ask:

Just out of curiosity, what is it about the Standard Option that concerns you?
This same method may be used to move clients one option to the left after they have landed on any option
other than the Preferred.
No matter what the objection is, always respond with:

I understand. Sometimes it is hard to justify the cost if can’t see the value. In order to see if this is
cost effective for you, do you mind if I ask you a couple of questions?

(now go into selling specific items based on the information that you obtained during the client interview
prior to bringing them into the F&I office…use the “you told me” strategy: .ie. “You told me that you are
going to drive 20000 miles per year. Based on that, you are going to be out of warranty in just over a
year” …. Etc.….)

REVIEW PURCHASE
AGREEMENT & FIGURES

ASK MOVE QUESTION

WANTS PRIVACY CLIENT CHOOSES TO
STAY
EXCUSE AND OFFER
DRINK REVIEW CONSUMER
STATEMENT AND
PREPARE MENU
CREDIT CONSULTATION
RETRIEVE CLIENT
EXCUSE AND OFFER
DRINK

PREPARE MENU

REVIEW CONSUMER PRESENT AND CLOSE
STATEMENT AND PRESENT AND CLOSE

PRESENT AND CLOSE

SELECTED CLOSES TO AID
FINANCIAL SERVICES MANAGERS

• 99%
• MY OWN MECHANIC
• COMPARISON TO COLLISION
• THIRD OPTION
• REDUCE TO RIDICULOUS
• QUICK SOLUTION

As a Professional F&I manager, you may wish to have a few items, and or service
tickets that show repairs for non-power train items. Have some examples of big
ticket items and smaller items, to demonstrate the need. This will be extremely
helpful should a client believe that the Global Guard protection is sufficient for
their long term ownership needs and cost controls.

99.9%

THE TRANSITION STATEMENT

F&I: I understand how you feel, it’s hard to justify the cost if you don’t see the
value. To see if this might be cost effective for you, do you mind if I ask
you a few questions?

CL: No, go ahead.

F&I: Would you be happy if your car gave you 100% perfect service?

CL: Of course.

F&I: Me too. Would you be happy with 95% perfect service?

CL: Yes.

F&I: That’s exactly what most of my client’s say, but the reality is that 95%
perfect service would mean that your car would be in the shop one out of
every twenty days and that’s not why you’re buying a new car is it?

CL: No.

F&I: Would you be happy with 99.9% perfect service?

CL: Yes.

F&I: That’s about as close to perfection as we’re ever going to get, isn’t it?

CL: Yes.

F&I: What I need to know is how many days there are in 5 years. Do me a favor;
take my calculator and multiply 365 times 5. What do you get?

CL: 1825.

F&I: Great. Now, if your car were 99.9% perfect, would you agree there is a rate
of imperfection?

CL: Yes.

F&I: Right and it’s one tenth of one percent, which as a decimal that would be
.001, correct? Now if you take the .001 and multiply it by 1825 what do you
CL: get?
F&I:
CL: 1.825.
F&I:
CL: Right! Where I come from, we round this up to 2, fair enough?

That’s fair.

How many hours are in a normal workday?

8.

F&I: And 2 times 8 is 16, correct?
F&I:
CL: Have you had a chance to go through our service department?
F&I:
No.

Well, we have a board back there that tells you our labor rate, which
happens to be $125.00 per hour. If you’ll take the calculator and multiply
the 16 hours by the $125.00 labor rate, what do you get?

CL: $2000.00.

F&I: Right! Now, is it fair to assume that if your car was in the shop for 16 hours
there might be some parts needed?

CL: Yes.
F&I:
Our service records tell us that for every dollar you spend in labor, you will
spend 2 dollars in parts. Instead of using a 2 to 1 ratio, let’s just be
conservative and use a 1 to 1 ratio. Using a 1 to 1 ratio if you have $2000 in
labor, how much would you have in parts?

CL: $2000.

F&I: Right! $2000 plus $2000 is....

CL: $4000.

F&I: And that’s if your car gave you 99.9% perfect service. Let’s just say your
car only gave you 99.8% perfect service. What would happen to that
$4000?

CL: It would go up. (Try to get the customer to say, “It would double”.)

F&I: $4000 plus $4000 is...(pause briefly)

CL: $8000.

F&I: If I had a contract in this hand that would write a check for that $8000 and I
had a contract in this hand where you would be responsible for that $8000.
Which would you be more comfortable with?

CL: The one that pays it for me.

F&I: I couldn’t agree more. That being the case, would you like to stay with the
5-year 75,000 mile or upgrade to the 6-year 100,000 mile?

99.9%

MATH CLOSE WORKSHEET

IT’S IMPORTANT THAT YOUR WORKSHEET BE CLEAR, LEGIBLE, AND SIMPLE TO
READ. THINK IN THESE TERMS:

If my client heard me make this presentation ONLY ONCE, could they look at this sheet,
and tell me what it’s supposed to mean? Could they understand the presentation,
based on this page?

THE 99.9% CLOSE

100% 95%
99.9%

365 X 5 = 1825
.001 X 1825 = 1.825 = 2
2 X 8 = 16 X 125 = 2000 + 2000 = 4000

+ 4000

99.8% = 8000

DON’T UNDERESTIMATE THE POWER OF VISUALS, TO HELP CLOSE
THE SALE!

MY OWN MECHANIC

THE TRANSITION STATEMENT

F&I: I understand how you feel. It’s hard to justify the cost if you can’t see the
value. To see if this might be cost effective for you, do you mind if I ask
you a few questions?

CL: No. Go Ahead.

F&I: Where do you have your car serviced? Who takes care of it for you?
CL: Mike.

F&I: When you leave here, do me a favor and go and see Mike. Tell him you’re
going to give him a dollar per day, or $30.00 a month for the next 5 years,
but here is what Mike has to do for you. If you’re on a trip and you
breakdown, he has to come and get your car, provide you with a rental car,
pay for your accommodations and food up to $225 if you’re 100 miles away
from home. He has to pay for all the parts and the labor. If your A/C
breaks, he has to fix it, no matter how many times the car breaks down; he
needs to fix it each time. (If you are up-selling the customer for the service
contract and maintenance then add) He has to also perform the basic
maintenance on your vehicle for the next 3 years or 37,500 miles. Which
includes oil & filter changes, chassis lubrications, fuel injection cleanings
and Multi-point inspections. What do you think Mike would say about that
deal?

CL: No way.
F&I: So, if it were a bad deal for Mike, would you agree that it is a good deal for

you?

CL: Yes.
F&I: I couldn’t agree with you more, so would the 5 yr/75,000 mile plan suit your

needs or would you prefer to go with a 6 yr/100,000 mile plan?

CL: I’ll go with the 6yr/100,000-mile plan.

COMPARISON TO COLLISION

THE TRANSITION STATEMENT

F&I: I understand how you feel, it’s hard to justify the cost if you can’t see the
value. To see if it might be cost effective for you, do you mind if I ask you a
few questions?

CL: No. Go ahead.

F&I: If the bank did not require collision insurance, would you consider leaving
here today without that necessary protection?

CL: No.

F&I: I couldn’t agree with you more. What is your yearly insurance premium?

CL: It’s $1500.00.

F&I: And what is your deductible?

CL: My deductible is $550.00.

F&I: If you happen to have a traffic ticket or two this year what would probably
happen to the rates?

CL: They’d go up.

F&I: And if you had too many claims in one year they might take it further than
just raising your rates. What else might they do?

CL: Cancel my insurance.

F&I: Now if you’re a lot like me, for these two reasons alone you’d only claim the
major repairs not the minor ones.

CL: Yep.

F&I: How many times have you used your insurance over the last 6 years.

CL: Once.

F&I: With a yearly cost of $1500, that would give you a six-year cost of $9000. If
it makes sense to spend $1500.00 per year protecting the outside of your
car, wouldn’t it make even more sense to protect the thousands of parts
inside your car with a policy that costs only $300 per year. The deductible
is only $50 and the rates can never go up. You have unlimited claims. It
can be used for both major and minor repairs. The average use in 6 years
is 5 to 7 times with a 6 year cost of only $1800. Looking at both of these
columns which makes more sense to you?

CL: That one (pointing to the right side).
F&I: So the only other question I have is would you like to stay with the 6

year/75,000 or would you like to move up to the 6 year/100,000?

CL: 6-year/100,000 mile.

COMPARISON TO COLLISION

MATH CLOSE WORKSHEET

IT’S IMPORTANT THAT YOUR WORKSHEET BE CLEAR, LEGIBLE, AND SIMPLE TO
READ. THINK IN THESE TERMS:

If my client heard me make this presentation ONLY ONCE, could they look at this sheet,
and tell me what it’s supposed to mean? Could they understand the presentation,
based on this page?

COMPARISON TO COLLISION INSURANCE

CAR INSURANCE COST ESA
$1500 per year DEDUCTIBLE $300 per year
$500 RATES
go up CLAIMS $50
can be canceled USE never goes up
major repairs 6 YEAR USE unlimited claims
1 time 6 YEAR COST Major & minor repairs
$5000+
5 to 7 times
$1800

DON’T UNDERESTIMATE THE POWER OF VISUALS,
TO HELP CLOSE THE SALE!

THE THIRD OPTION

THE TRANSITION STATEMENT

F&I: I understand how you feel, it’s hard to justify the cost if you can’t see the
value. To see if it might be cost effective for you, do you mind if I ask you a
few questions?

CL: No. Go ahead.
F&I: Did your salesperson review your limited factory warranty with you?

CL: A little.

F&I: What is your understanding of that warranty?

CL: 3 years or 36,000 miles.

F&I: Did you know that your car actually comes with 4 to 5 different warranties?

CL: No, I didn’t

F&I: Do you mind if I explain? (Warranty should be specific to Manufacturers)

CL: Not at all.

F&I: (Begin illustration) You have 3-year or 36,000 miles comprehensive
coverage. For the first year or 12,000 miles all adjustments are taken care
of. Things like your hood not being aligned properly, the doors not closing
properly.

F&I: You also have 7 years, rust through corrosion protection, as well as, one-
year pro-rated coverage on your battery and tires. Did you ever wonder
why the manufacturer gives you 3-years or 36,000 miles in coverage?

CL: Well, they have to give a warranty on it.

F&I: Right. They’ve also found that the frequency of repairs increases
dramatically at about 36,000 miles. Mr. Client, you told me that you are
going to keep the car for 6 years and you drive 15,000 miles per year. If the
manufacturer gave you an option of having coverage for the first 2 ½ years
or coverage for the remaining 3½ years when mechanical breakdown is
likely to occur, which option would you choose?

CL: Coverage for the remaining 3 ½ years.

F&I: I couldn’t agree with you more. One of the nice things about doing
business here is that we offer you a third option, coverage for the full 6
years. Which means, given the choice of paying for a $1,500 repair PLUS
your monthly payment when your car breaks down after the mfg. warranty
expires, or just a small deductible, which one would you choose?

CL: The one with the small deductible.

F&I: Great would you prefer the $100.00 deductible or perhaps the zero
deductible?

THE THIRD OPTION MATH CLOSE WORKSHEET

IT’S IMPORTANT THAT YOUR WORKSHEET BE CLEAR, LEGIBLE, AND SIMPLE TO
READ. THINK IN THESE TERMS:

If my client heard me make this presentation ONLY ONCE, could they look at this sheet,
and tell me what it’s supposed to mean? Could they understand the presentation,
based on this page?

THE THIRD OPTION CLOSE

12/12 36/36
7/100

BATTERY
TIRES

1st OPTION 2nd OPTION

12 3 45

3rd OPTION

Payment $ 300.00 Payment $ 325.00
Deductible $ 100.00
Repair $1500.00

$1800.00 $ 425.00

DON’T UNDERESTIMATE THE POWER OF VISUALS,
TO HELP CLOSE THE SALE!

REDUCE TO THE RIDICULOUS

THE TRANSITION STATEMENT

F&I: I understand how you feel, it’s hard to justify the cost if you can’t see the
value. To see if this might be cost effective for you, do you mind if I ask
you a few questions?

F&I: When you get home at the end of the day, do you like to relax, pop open a
cold beer or soda, maybe watch a little TV?

CL: Yes.

F&I: Which do you like? Cold beer or soda?

CL: Soda.

F&I: You seem to be very budget minded. I assume there is a column in your
budget for your car payment isn’t there?

CL: Yes.

F&I: Would it be fair to say there is a column for your mortgage/rent, utilities,
etc.?

CL: Yes.

F&I: Is there a separate column that says, “One cold soda a day after work”?

CL: No.

F&I: Of course not. And why? Because it’s an insignificant amount. In other
words, if you were really thirsty today and you had two sodas, you wouldn’t
have to skip one tomorrow because you went over your soda budget,
would you?

CL: No. I guess not.

F&I: Would you agree that your family’s protection is worth what it costs to buy
that one cold soda a day?

CL: Yes.

F&I: I couldn’t agree with you more, so would you like to stay with the 6 year
coverage or go with the 7 year?

QUICK SOLUTION

THE TRANSITION STATEMENT

F&I: I understand how you feel, it’s hard to justify the cost if you can’t see the
value. To see if this might be cost effective for you, do you mind if I ask
you a few questions?

CL: No. Go ahead.
F&I: I realize you budgeted for a payment of $345 per month and the payment

we are discussing is $375 per month, correct?

CL: Yes.

F&I: Let’s say you had a breakdown after the manufacturer’s warranty expired
and you had to make a sudden repair and it cost $1,200.
Which payment would be easier for you to make…a $345 payment PLUS a
$1,200 repair bill…or a $375 Payment, plus a $50 deductible?

QUICK SOLUTION

MATH CLOSE WORKSHEET

IT’S IMPORTANT THAT YOUR WORKSHEET BE CLEAR, LEGIBLE, AND SIMPLE TO
READ. THINK IN THESE TERMS:

If my client heard me make this presentation ONLY ONCE, could they look at this sheet,
and tell me what it’s supposed to mean? Could they understand the presentation,
based on this page?

QUICK SOLUTION

$ 345 $ 375
$ 1200 $ 50

DON’T UNDERESTIMATE THE POWER OF VISUALS,
TO HELP CLOSE THE SALE!

FINANCIAL SERVICES MANAGER’S PAPER WORK
PRESENTATION GUIDE

Purchase Vehicle

• Temp Registration / Transfer Registration_____
• New Vehicle Odometer_____
• Limited Power of Attorney _____
• New Vehicle Title/License/Registration Form_____
• (for pre owned) Blue re-assignment Secure Power of Attorney_____

Trade Vehicle

• Trade Odometer_____
• Title (if present, if not duplicate title application)_____
• (Blue POA) Secure Power of Attorney_____
• Limited Power Of Attorney
• Pay Off Verification Form (Trade Acknowledgement)_____

Bank + F&I Products

• Agreement To Provide Insurance (if applicable) _____
• Waivers (For all products not purchased. This will give you another chance to sell product). _____
• Bank Contract (properly disclosed): _____

YOU WILL HAVE ______ PAYMENTS FOR _____MONTHS. BEGINNING ON _____, {AND ONE FINAL PAYMENT OF
______ON_______(if applicable).}
YOUR ANNUAL PERCENTAGE RATE OF_____IS SHOWN HERE (POINT TO IT).
YOUR FINANCE CHARGE OF____IS SHOWN HERE.
YOUR TOTAL AMOUNT FINANCED OF____IS SHOWN HERE(this time read out each number individually). THIS INCLUDES
YOUR EXTENDED SERVICE POLICY SHOWN HERE___ (do not say amount of contract, just point to it). YOUR TOTAL LOSS
PROTECTION POLICY SHOWN HERE____ [continue in this manner until all products are disclosed]
TOTAL SALE PRICE WHICH IS THE TOTAL COST OF YOUR PURCHASE WHICH INCLUDES INTEREST AND DOWN
PAYMENT IS SHOWN HERE_____
PLEASE OK THIS HERE…..

• Co-Signer Form_____
• Property Tax Form (if applicable)_____
• All F&I Products (Begin with ESA, end with TLP)_____
• Rebate Forms (if applicable)_____
• Purchase Agreement_____
• Spot Delivery Form_____

FINANCIAL SERVICES MANAGER’S PAPERWORK
PREPARATION ORDER FOR ACCOUNTING

Bill Out Items- In order for ease of deal processing for accounting

Deal Information

• Bill of Sale (Invoice)_____
• Recap_____
• Commission Voucher_____
• Sales Desk Worksheet _____
• We Owe (verify that it is set up in the deal) _____
• Menu and Waiver _____

Purchase Vehicle

• Temp Registration / Transfer Registration_____
• New Vehicle Odometer _____
• Limited Power of Attorney (white POA)_____
• (for pre owned) Blue re-assignment Power of Attorney_____
• Purchase Agreement _____
• 2 Copies of Driver(s)’ License

Trade Vehicle

• Trade Vehicle Registration*_____
• Trade Odometer_____
• Title_____
• (Blue POA) Secure Power of Attorney_____
• Pay Off Verification Form (Trade Acknowledgement)_____

Bank + F&I Products

• Agreement To Provide Insurance (if applicable)_____
• Bank Contract:_____
• Co-Signer Form_____
• All F&I Products (Begin with ESA, end with TLP)_____
• Rebate Forms (if applicable)_____
• Spot Delivery Form_____
• Signed credit application, printed from Route One/Dealertrack

Stapled to the Outside of Deal Folder
 Check requests, signed off by F&I Mgr and Dept Head _____

*For deal packaging: Paper clip all documents together according to the order in which they are shown
above. Do not separate documents, as accounting will pull apart the individual documents as needed. This
may also serve as a checklist to ensure that all deals have proper documentation.