{"id":391,"date":"2013-11-14T10:07:47","date_gmt":"2013-11-14T16:07:47","guid":{"rendered":"http:\/\/efgintelligence.com\/dealershipcorridor\/?p=391"},"modified":"2013-11-14T10:28:38","modified_gmt":"2013-11-14T16:28:38","slug":"product-administration-can-make-or-break-your-repeat-business","status":"publish","type":"post","link":"https:\/\/efgintelligence.com\/dealershipcorridor\/product-administration-can-make-or-break-your-repeat-business\/","title":{"rendered":"Product Administration can Make or Break Your Repeat Business"},"content":{"rendered":"

\"Contributing<\/a>Congratulations! Your VSC penetration is up and so is your F&I income. Your F&I department is rocking on upselling consumer protection products with your vehicles. You can\u2019t believe the success you are having with sales and F&I. Your customers are happy all the way until they leave the dealership and drive home. But guess what, their experience with you hasn\u2019t ended.<\/p>\n

Because your customers choose your F&I products, their experience with those products will reflect back on you<\/strong>. You can have the greatest closing numbers in the world, but if your F&I products<\/a> don\u2019t reflect the service you provide in the dealership, your customers will most likely not return for their next purchase.<\/p>\n

Good experience with an F&I product goes beyond claims paid to the customer service provided to both your customers and your service center. Think on your own experience with call centers. The ones you hate are the ones that keep you on hold too long, don\u2019t address your questions, or keep transferring you between departments. Good customer service includes answering phone calls immediately, listening to customer concerns, and answering all questions politely. This experience is often even more important than monetary matters. When looking at your product administrator<\/a>, look beyond the number of claims paid and average amount paid to the customer experience. Ask yourself:<\/b><\/p>\n