F&I Education Workshops

The F&I track will provide a variety of sessions that will help dealers maximize profits, while understanding the importance of ethics and customer satisfaction. Attendees are eligible to earn continuing education units (CEUs) for their participation in applicable Vendor Training +Plus sessions and the RV Learning Center's educational workshops. 

Workshops and speakers subject to change. 

WEDNESDAY, NOVEMBER 8

Menus for Millennials: How to Increase Product Sales with Today's Customer

Wednesday, November 8
9:00 - 10:00 a.m.


Paul Sheldon
Protective Asset Protection

Today's consumers have tons of information at their finger tips. Our selling systems in F&I haven't kept up. Its not just about having high tech menus on iPads, it's much more about how we present to our customers. In this seminar we'll discover the keys to successfully selling our products to our well informed highly connected customer.
  • Why selling the same old way we have been doesn't work anymore
  • Learn how to package your products to fit each customer
  • How to leverage technology to your advantage in F&I

The 100% Solution: Effective Turnover to F&I for Maximum Cash Conversion

Wednesday, November 8
2:00 - 3:00 p.m.


Myril Shaw
First Approval Source

This workshop is targeted at dealership management and focuses on providing the tools and techniques to maximize the effectiveness of the turnover from sales to F&I to provide the greatest profit potential, including the best ways for sales to transition cash buyers and thus maximize cash conversions.

During this workshop, attendees will learn:
  • How to ensure that 100% of your customers are transferred to F&I, even cash buyers 
  • How to facilitate the turnover process to F&I so that it is easy and graceful sales and reduces stress for your buyers
  • How to have appropriate initial back end product introduction conversations during the sales process that enable profit maximizing conversations when the buyer gets to F&I

Warranty and Recall Compliance: What is it Good For?

Wednesday, November 8
3:15 - 4:15 p.m.


David Mihalick
Thor Industries, Inc.

This session will cover the RV dealer’s obligations under Title 49 of the Code of Federal Regulations. The areas included will be the vehicle recall process, stop sale requirements, and vehicle labeling obligations. The session will review the regulatory text and give real world examples on what is required to comply with these regulations at the dealer level.  The session will also review the warranty claims process and how that fits into the regulatory process as well.
 
During this workshop, attendees will learn:
  • How to understand a RV Dealer’s obligations to maintain vehicle regulatory compliance with NHTSA
  • The vehicle recall process and the stakeholder’s obligations
  • Which actions can be taken by dealers to assist in regulatory compliance

 THURSDAY, NOVEMBER 9

Management by Strengths for F&I

Thursday, November 9
9:00 - 10:00 a.m.


Adam Lafurgey
Ally Financial

Workshop preview

The F&I manager must communicate on a daily basis with the back office, sales managers, service, and sales people. The fast paced dealership environment can unintentionally invite misunderstanding and miscommunication which can lead to frustration. This session teaches that there are four different temperament strengths. Understanding these temperaments and the role they play in communication can help you understand the 75% of the population you interact with who have different communication and decision making styles than you.   

In this session, F&I managers will explore how to increase communication across departments and with customers by understanding the importance of managing to your team’s individual and collective strengths. You’ll begin to recognize your own temperament and the temperaments of others. Take this new understanding back to your dealership and you could harness the power of individual strengths to optimize customer interaction and company team work.

During this workshop, attendees will learn:
  • How to identify four temperament traits in yourself and others
  • The importance of applying temperament traits for effective communication
  • How to resolve conflicts or disagreements more productively

Advertising Pitfalls and How to Avoid Them

Thursday, November 9
10:15 - 11:15 a.m.


Randy Henrick
Mosaic Compliance Services, LLC

Both Regulation Z and the FTC Act govern what an RV dealership can say in its advertisements, and how. The law is well-settled, and yet violations are common, often with costly results. This workshop will present an overview of the relevant law, and show examples (print, radio, TV, internet) of advertisements that went wrong. The format is intended to be interactive, drawing out of the attendees what they see as the problems. Attendees will be provided an advertising compliance checklist that attendees can use to gauge the compliance of their advertising.  

During this workshop, attendees will learn:
  • Which laws cover a dealership’s advertising and what is required
  • The most common advertising violations
  • How to avoid these violations

Increase Ancillary Product Sales by Empowering Buyers

Thursday, November 9
2:00 - 3:00 p.m.


Harvey Fisher
Ally Financial

Workshop preview

Research shows that buyers perceive the most positive steps of the buying process are associated with the vehicle—the test drive and the delivery. The step that elicited the strongest negative emotions was evaluating F&I and other add-on products. Buyers enter the F&I office and are surprised with a lot of information that they haven’t had the opportunity to research ahead of time. They come down from the emotional high from purchasing a vehicle when the next presentation they hear involves all the things that can go wrong with the vehicle.

So, why do we “hide” our products and act like it’s a big secret? Is there a better way? Perhaps we can sell more ancillary products by empowering the buyer with the right information at the right time. If the buyer is given the information about F&I and add-on products ahead of time, they can prepare and research alongside their vehicle research. If the value is there, they will walk into the F&I office ready to make a purchase.

During this workshop, attendees will learn:
  • How customers perceive the highs and lows of the sales process and how it ties into their overall experience and likelihood to purchase ancillary products
  • Explore non-traditional ways to provide customers with the information they need to research ancillary products before they step into the F & I office
  • How following up with customers after the sale can lead additional purchases of ancillary products

Creative Tweets Can't Replace Exceptional Customer Service

Thursday, November 9
4:30 - 5:30 p.m.


Paul Sheldon
Protective Asset Protection

Twitter, Instagram, and Facebook are all great tools for bringing customers into your dealership. But people today still buy from people and the level of customer service at your dealership will determine your conversion rate, profitability, and repeat and referral business. This seminar will teach the three most important things that make the difference between customers buying and customers leaving.

  • The number one thing customers want when they come to your dealership
  • How to present to the "I know everything" generation
  • The keys to getting and keeping customers for life

 FRIDAY, NOVEMBER 10

Compliance: 2018 Compliance Outlook

Friday, November 10 
8:00 - 9:00 a.m.


Randy Henrick
Mosaic Compliance Services, LLC

The FTC, CFPB, and State Attorneys General have increased enforcement actions, assessed large penalties for aftermarket product selling practices, and increased their investigations of aftermarket selling in supervisory and compliance examinations. This workshop will cover many of the current and most pertinent details regarding these issues. The lack of dealer due diligence in vetting third party product providers has been a recurring theme as has been the ability to justify price in relation to a product's value to the consumer. Friday's compliance session will include ways to protect your dealership and stay current.

During this workshop, attendees will learn:
  • What federal and state regulators are focusing on for enforcement actions
  • Key legal areas of attack and how to select and sell aftermarket products
  • How to build a policy and implement best practices to position your dealership:

Compliance: CFPB-Proof Your Dealership

Friday, November 10 
9:15 - 10:15 a.m.


James Ganther, Esq.
Mosaic Compliance Services, LLC

Workshop preview

The Consumer Financial Protection Bureau expects RV dealers to have both a Fair Credit Policy and Program and a Compliance Management System in place. While accurate data are unavailable, anecdotal evidence suggests that many RV dealers do not meet either one of these mandates. Rather than a lack of good will, a lack of understanding is probably behind this deficiency. This workshop is intended to fill that gap. We will use the NADA Fair Credit Policy & Program as an example of one approach to the fair credit issue, but also discuss slightly different approaches that may more closely fit the unique circumstances of RV dealers.With respect to Compliance Management Systems, this workshop will identify the four specific elements the CFPB expects, as well as how to practically implement them without undue financial or procedural hardship.

Attendees will be provided a checklist that itemizes the requirements covered in the workshop. This can be taken home and immediately serve as a practical measure of how the dealership is doing in those two areas, and exactly what still needs to be done.

During this workshop, attendees will learn:
  • What the CFPB expects your dealership to do with respect to compliance
  • How your dealership can accomplish compliance effectively and efficiently
  • The consequences if your dealership doesn't take action