Rep #1 & Rep #2 by:Tom Wilson Award winning F&I veteran extols the virtues of helpful reps and some sage advice for those who are not T “Knock Knock!” Rep #1 As the F&I manager, you look up from your desk and have one of two reactions. There’s Rep #1 smiling at you. ‘Oh no, not them again,’ you say to yourself and promptly stare intently at your computer screen. Like, it’s the last level of a video game while piling as much paper on your desk, (some from the trash can), as possible to make it look like you’re swamped. “Dude…I’m really busy. Is there something you need?” Thinking that this will prevent a lengthy visit, you add “Yeah, I’m totally buried right now. Do you have any pens you can leave?” The last thing you need is someone representing a company who stands in your office door-way, cracks open the company Hymnbook, and starts singing the company song. Yeah, we’ve all been there and it’s not productive. Even worse are the Reps who park themselves in front of your desk, unfurl a multi-page spreadsheet, and want to review all of the deals for the past month with you. Hey, they have a box to check, a follow-up report to write and an entry to log. As long as nothing gets thrown across the desk at them, they chalk it up as a successful visit and eventually leave you alone until the next time. All you’re thinking is, “I’m glad that’s over; at least I got a handful of pens out of them.” “Knock Knock!” Rep #2 “Ask Rep 2 for some good closes and they’ll share with you things that they’re seeing in your market that are working. They know your brand, your customer base and they know what motivates your buyers to buy the products that protect their investments” On the other side of the coin is the Rep who you look forward to seeing. These people bring true value to your office and respect your time. Most of these guys or gals have sat in your seat, walked in your shoes, and know what it’s like working ding-to-dong with no promise of a paycheck. They’re the Reps that see several dealers a week, (many of them your brand), and they’re more than willing to share best practices, cool effective closes, or they simply understand what you’re feeling at the moment. Sometimes, they’re just a good ear to share some of your woes with because they “get it”. These people live and work in your market and know your business. Ask Rep 1 for some good closes. They’ll open the Company Bible and cite chapter and verse of closes they’ve had since the mid1980s and claim that those closes would work if only you’d memorize and repeat the word track verbatim. Ask Rep 2 for some good closes and they’ll share with you things that they’re seeing in your market that are working. They know your brand, your customer base and they know what motivates your buyers to buy the products that protect their investments. Going forward, ask yourself some questions. “Does this person add value with their visits?” “Is this person just here to check off a box and drop off some pens?” “Does this person value me as one of their F&I Professionals, or am I just another log entry?” Are they dedicated to my dealer and me as a valued resource?” “When they visit, are they here to truly help me, or are they here just to say they were?” Many of these people are great resources so pick the brains of the Reps that service your store. They see a broader base of customers and dealers than you do and can be invaluable to help you improve your PVR and overall F&I operations. A true pro will work hand-in-hand with you to help improve your performance, your PVR, and streamline your operations. In today’s virtual marketplace, their direction and support can be priceless. Tom Wilson is a 30-year car business professional. In addition to being the recipient of the 2010 F&I Magazine’s F&I Pacesetter of the Year award, he was recently awarded the District Manager of the Year award for 2020 from Hyundai Capital Insurance and continues to support over 50 Hyundai, Kia and Genesis stores in his Virginia, Maryland and West Virginia district. 9 here’s been a lot said and written about the relationship between the Dealer, the F&I department, and the Representatives who service them. Ask yourself one simple question, “Am I getting what I want or need from this person?” Having lived half my life in car dealerships with a career on both sides of the desk, here’s what I’m seeing. Most Rep visits play out one of two ways.
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