way there, (and) we protect you on the way back. We find people to help customers when they are stuck,” he said. “Most importantly, we offer the other aspect of the product where when a person comes to the consumer’s location to fix an issue, it helps pay the bill on those, too. The mantra very quickly evolved into ‘the RV Lifestyle Protection’ set of programs.” When done properly, RV Lifestyle Protection presentations help consumers envision the policies saving the day at their dream destinations. Moran said consumers can imagine scenarios where mobile emergency services ensure accidents are handled quickly and trips avoid cancelation. “The last thing you want to do is tell your kids you cannot go on vacation because you had a blowout,” Moran said. Previously, F&I professionals were taught to expect consumers’ objections, such as “I can fix it myself,” “I
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We are identifying one of those micro items and reteaching F&I professionals nationwide how we must change our way of presenting because the entire way of RVing is changing. – Shawn Moran
am a good mechanic,” and “I can pay for that.” After hearing such refusals, F&I professionals learned rebuttal methods to address those concerns and ultimately persuade customers to buy a service policy. Now, Moran said, the conversation begins by noting the dealer warranty’s
benefits and the desire for consumers to have the dealership do the service work. However, F&I professionals also note a dealer warranty’s limitations, such as the inability to provide service when the dealer is based in Florida and the RVer is in Yellowstone or anywhere else on the road far from home. “One of the things we are teaching, and it is really important, is to have a conversation with the consumer about their RV lifestyle hopes and dreams,” Moran said. “What is the thing on your list? What do you want to do? What are you dreaming for this adventure? Listen to the consumer tell you what their dreams are.” He said that once consumers explain what their goals are, the F&I person must clearly understand how each customer intends to use the RV, because everyone is different. “Understand how the RV Lifestyle Protection product you offer can help that consumer make their dreams
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