The finance office is often the most impactful experience a customer remembers from the sales process. That makes the finance manager’s role critical in shaping CSI, retention, and profitability.
- Customer Interviews → Conduct interviews right after the deal closes to learn customer needs and present the right products.
- Credit Review → Review applications and credit histories with the customer to ensure accuracy and set clear expectations on banks, rates, and terms.
- Time Expectations → Set realistic timelines for entering finance, time in finance, and use that window to build rapport.
- Managing the Process → Explain when accounts will be live at the bank, handle WIOs up front, and guide customers through every step.
Closing the Experience → Personally return customers to their salesperson, provide business cards for direct contact, and always return calls and messages.
