2. George Angus President/Director of Training Research and Training

3. Producing Top F&I Dealerships Constant tracking, analysis, and improvement using a consistent, repeatable process. Research and Training

4. Measuring F&I Performance Measuring F&I Performance Cumulative Scoring or “The Cume” Income per retail unit delivered Product Penetration % % of Chargebacks Balance of Income Sales Satisfaction Scoring Best Possible Score: 1000 Research and Training

5. How Does Your Dealership Rank? How Does Your Dealership Rank? Cumulative Scoring or “The Cume” Scoring Out of A Possible 1000 (Not to be confused with income per unit) Top Performers 800+ 9% Above Average 650-799 14% Average 500-649 28% Below Average 350-499 38% Poor 0-349 11% Research and Training

6. The Role of The Agent Training Tracking and Reporting Product Mix Agent as Lobbyist Support Research and Training

7. Income Distribution & PRU$ Below Average Group “Cume” Avg.- 480 Income Per Retail Avg. $529 Above Average Group “Cume” Avg.- 796 Income Per Retail Avg. $1287 Traits The Top F&I Dealerships Have In Common

8. A consistent, repeatable process. Research and Training Traits The Top F&I Dealerships Have In Common Traits The Top F&I Dealerships Have In Common

9. Elements Of A Successful Process Elements Of A Successful Process 1.It Must Be Easy Enough To Do Comfortably Research and Training

10. Elements Of A Successful Process Elements Of A Successful Process 1.It Must Be Easy To Do Every Time 2.It Creates Credibility Research and Training

11. Elements Of A Successful Process Credibility Research and Training Credibility vs. “Rapport”

12. Elements Of A Successful Process Credibility Research and Training Credibility vs. “Rapport” “Rapport” = Sales Resistance

13. Elements Of A Successful Process Credibility Research and Training Credibility vs. “Rapport” “Rapport” = Sales Resistance Credibility= $

14. Elements Of A Successful Process How Do We Create Credibility? Research and Training

15. Elements Of A Successful Process How Do We Create Credibility? Research and Training Up Front, Full Disclosure

16. Elements Of A Successful Process How Do We Create Credibility? Research and Training Up Front, Full Disclosure Honesty As A Strategy

17. Elements Of A Successful Process Elements Of A Successful Process 1.It Must Be Easy To Do Every Time 2.It Creates Credibility 3.It Must Be Simple For Both The F&I Manager And The Customer. Research and Training

18. “Wouldn’t it be nice, for just a few dollars per month, to have, in the event of your untimely death, a free and clear title and ownership transferred to your loved ones or next of kin with just a simple signature at the Motor Vehicle Department?” Huh? Research and Training

19. Elements Of A Successful Process Elements Of A Successful Process 1.It Must Be Easy To Do Every Time 2.It Creates Credibility 3.It Must Be Simple For Both The F&I Manager And The Customer. 4.It Must Be Fast. Research and Training

20. The Myth of the Feature/Benefit Presentation In The F&I Process Conventional Wisdom, (circa 1979) “If you are strong enough in your presentation to create enough value in the customers mind, they will buy all of your products” Research and Training

21. The Myth of the Feature/Benefit Presentation In The F&I Process “If you are strong enough in your presentation to create enough value in the customers mind, they will buy all of your products” Average Presentation Time (average as taught by three conventional F&I schools) Finance Conversion (cash, bank, credit union) 9 minutes Credit Life 2 minutes A&H or Disability 3 minutes Service Contract 8 minutes Chemical, Theft, etc. 6 minutes Total 28 minutes Research and Training

22. Psycho-Neuro response Research and Training

23. The Time Element The Time Element The 4 ½ To 7 Minute Rule Research and Training

24. Elements Of A Successful Process Elements Of A Successful Process 1.It Must Be Easy To Do Every Time 2.It Creates Credibility 3.It Must Be Simple For Both The F&I Manager And The Customer. 4.It Must Be Fast. 5.All Products Are Presented, Every Time.

25. Income Distribution & PRU$ “The less you care about which products they buy, the more you’re going to sell”.

26. Elements Of A Successful Process Elements Of A Successful Process 1.It Must Be Easy To Do Every Time 2.It Creates Credibility 3.It Must Be Simple For Both The F&I Manager And The Customer. 4.It Must Be Fast. 5.All Of The Products Are Presented, Every Time. 6.Separation of Tangibles and Intangibles Research and Training

27. Intangibles As Assumptive Products vs. Low Cost Tangibles As Upsell Products. Assume/Intangibles  Life Disability  GAP  Service Contract  ID Theft Upsell/Tangibles  Chemicals  Theft Deterrents  Tire and Wheel  Accessories

28. Separating Tangibles & Intangibles 1989 Original Menu Concept

29. Separating Tangibles & Intangibles 1989 1990’s

30. Separating Tangibles & Intangibles 1989 1993 1996-2004

31. Separating Tangibles & Intangibles 1989 1993 1996-2004 4 Column Menu With Tangibles And Intangibles Separated

32. Separating Tangibles & Intangibles Team One Package Option ™ Process

33. Two Keys To Selling Tangibles 1.Package Discounts

34. Two Keys To Selling Tangibles 1.Package Discounts 2.Quote the monthly “bump” not the total payment.

35. Two Keys To Selling Tangibles 1.Package Discounts 2.Quote the monthly “bump” not the total payment.

36. Getting The Money Get enough lenders to get every possible deal bought. www.fimagazine.com/FinanceSources www. subprimenews.com/downloads/lender-directory.pdf Downloadable PDF List at: State by state listing at: www.autocreditexpress.net/resources/lenders

37. Contact Information Team One Research and Training 1-800-928-1923 Website: www.teamonegroup.comwww.teamonegroup.com Email: training@teamonegroup.comtraining@teamonegroup.com George Angus Research and Training