maintenance, repairs, and appearance) while reinforcing your dealership as a one-stop shop for sales and service. Next, develop an F&I process that focuses on demonstrating the value in products designed to protect the customer's investment in the vehicle. Finally, leverage service advisors as salespeople to offer up services and protection packages in the lane that will benefit the ownership experience and connect drivers back to your shop. MANAGE WITH WEEKLY MEETINGS A retention-first mentality requires practice. Hold weekly 30-minute meetings with sales, F&I, and service to keep your team going strong. Role-playing scenarios and sharing MAY JUNE 2023 || FIXED OPS MAGAZINE success stories all push employees to learn and perform at their best. When it comes to retention-spurring vehicle protection products, staff can also practice bringing up products when it makes sense to the customer and focusing on the problem the product will solve. A retention-first mentality requires practice. For example, assessing a trade-in vehicle with paint dings or dirty upholstery is a natural time to bring-up appearance protection products and how they keep a vehicle looking nice while also contributing to resale value. Demonstrating the technology in a new vehicle like the navigation system and rear-monitoring cameras is a natural time to talk about high-tech vehicle service agreements and how they cover the cost of unexpected glitches that can be safety issues. 31