Spectrum Automotive Agency Division’s Paul Sheldon will discuss putting customers first in the F&I process during a workshop at the RVDA Convention/Expo at Paris Las Vegas.
“Create and Maintain a Customer-Focused Dealership Culture Through F&I” will begin at 8 a.m. Nov. 13 as part of the business innovation track of workshops.
RVDA said F&I can be a profit center during a tough economy and a reliable way to develop customer loyalty for RV dealerships.
Workshop attendees can expect to learn how to map a customer’s journey through the buying process and collaborate with the sales team to tailor F&I presentations.
RVDA said attendees will be instructed on how to engage all employees in promoting a customer-centric culture. RVDA said the result is more sales and better long-term retention.
The workshop will focus on guiding, not selling, consumers through F&I options. The association said taking a similar approach can enhance a consumer’s experience.
Sheldon began his career in retail sales and later started a consulting company providing dealership training for F&I, sales and customer service. He has worked exclusively with RV, marine and powersports dealers since 2001.
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