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John Vecchioni. Director of F&I Development National Trainer. United Car Care. Fixing the Desk At Your Dealership. What are the most common problems?. Lost Sales Opportunity Lost Revenue Confusion Credibility of sales people perceived by customer Anger & Frustration

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John Vecchioni

Director of F&I Development

National Trainer

United Car Care

Fixing the DeskAt Your Dealership

What are the most common problems?

  • Lost Sales Opportunity

  • Lost Revenue

  • Confusion

  • Credibility of sales people perceived by customer

  • Anger & Frustration

  • All of these are related to the Consumer.

How do we know these problems exist?

  • “Beat the Car Salesman” / car buyers school


The “Four Square”

  • Click to add text

Negotiating the four square


Four Square “scams”

  • Article Top 10 Car buying scams link

    • States as #5: “The Four-Square Car Scam” (from

  • …”dealers use …a “four-square” diagram to illustrate the price of the new car, the value of the trade-in vehicle, the monthly payment for the new car loan, and the down payment required to reach that monthly payment. All of these numbers are negotiable, and the dealer uses this car buying scam to first determine what kind of car buyer you are, and then to tailor the deal accordingly.”

  • “In this shell game, the four-square diagram becomes a jumbled mess of numbers during the course of negotiations until your particular concern – whether that is the monthly payment, the trade-in value, the price of the new car, or the down payment – meets your requirements….”

  • “If you have not educated yourself about the…four-square approach in advance, you are going to get very confused and the dealership is going to vacuum extra money from your wallet….”

Attorney General complaints fromYahoo! search

Strategies that lead to confusion

  • If your negotiating strategies are not understood by your sales people…

  • …then, they will not be understood by your customer.

Accountability from the desk

  • Many Sales Managers rely on the Salesperson to convey information from the desk to the customer.

  • How will you know:

    • What the customer is being told?

    • If the purchasing structures are being explained properly?

  • It’s more professional for the Manager who works the desk to tell the customer directly.

No Sale!

  • This process of making the salesperson the middle man angers & frustrates customers.

How can you FIX the desk?

  • Hold training so your entire sales environment understands how & why the Sales Manager wants a sales opportunity closed.

If you still use four-square

  • Make sure all the traditional questions that can be raised by the customer can be answered logically.

A one price system

  • Make sure all the traditional questions that can be raised by the customer can be answered logically.

Don’t make unachievable promises

  • Or make statements that are unattainable.

  • Interest rates, terms, payments and trade values should be verifiable and explained.

  • Don’t try to score the “seven pounder.”

What is the best way?

  • Have a universally understood process.

  • Be transparent with the details.

  • Listen to what the customer wants to achieve.

  • Ask questions.

  • Make sure you don’t have to back track to defend pricing, etc.

Use the tools around the business

  • The Finance Department has the capacity to help.

  • The Finance Manager can build credible and valuable interest in:

    • rate, payment/term & ancillary products.

  • Having the customer think they are getting a rate or term which is not available to them is NOT a closed sale!

The Desk + the Finance Office

  • Have to work in conjunction with each other!

  • This ensures more deliveries

  • And less resistance with the customer.

How is that done???

  • Share information

  • Communicate the facts

  • Review the outcome

  • Stay consistent with the process

  • Support each other as a managing entity of the dealership.


  • What is the best way to not only fix the desk but make sure it doesn’t break?

  • Work in a partnership with Sales Managers and F&I Managers to ensure sales are closed and customers are completely satisfied.

Friend the Fni Coach

  • Watch short video tips with information on all aspects of the F&I profession.

  • Great way to stay sharp.

  • Network with others in the business.

  • No cost!

Want more? In depth training is available

Thank you!

  • Thank you for attending.

  • Stop by Booth 420 to spin the prize wheel!

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