Aggressive Rocks! - February 2015 by FYI Express

More Information at www.Aggressive.Rocks

“What You Don’t Know Can’t Help You!” … Eddie K. Emmett, Editor

Is Your Agency Ready for “Sled Day”? Is your agency ready for “Sled Day”?

BE BACK: Prospective buyer who has been in the dealership once or several times. Did not buy at that time and has returned for additional information or whatever.

That’s the day when car dealerships ship and sell the most vehicles. Your agency can maximize the opportunity by letting folks know they can get great coverage at low rates through the Celestite Group of Auto insurance Companies.

BIRD DOG: One who refers prospective customers to a particular dealership or salesman for a given fee or compensation.

February 11 is called “Sled Day” in the automobile dealer slang. It could just as easily been called “Beater Day” or “Toad Day”.

BOUNCE: To bounce someone means to increase the sales price of the car, interest rate, monthly payments, etc.

What do the word “Beater”, “Sled” and “Toad” have in common?

BRICKS: This term is used to refer to one's house as security in taking out a second trust deed loan.

You need to know all of the automobile dealer terminology and automobile dealer slang before stepping foot into a showroom. An informed buyer is often a car dealer’s worst nightmare. That’s because automobile dealer slang is the way car dealers speak to one another in a shorthand sort of fashion, but they speak directly to you very differently. What they are saying behind your back can be a real eye opener. Here are some of the terms from an actual car dealer slang dictionary.

BROWNIE: To sell a car to a customer as a result of going around and putting a piece of paper with a message like "call me regarding your car" on car windows on the street. BUMP: See BOUNCE. BUREAU: A credit report on a customer. BUY RATE: This is the interest rate that banks or financing institutions will charge on all contracts being financed. It is a "secret" number between the lender and the dealer which is the real amount of the interest rate that the loan starts out at before the dealer increases it for its own extra profit.

You’ll be amused to find many of the words are also insurance agent slang! Read the following list and you will know what they really mean by their buzz words and slang. BABYSITTER: Slang term used for a co-signer or co-buyer on an automobile contract; often used where the primary buyer needs help to make a decision or make the buy.

A BUYBACK: a vehicle that the manufacturer bought back, usually because it was a lemon, and then was resold, often through a car dealer auction where it can be recycled back into the marketplace, often without disclosure of its true history of defects, also, see laundered lemon.

BACK END: Back end is the contract which is being sent to the bank for financing, where extra "hidden" profit is made by the dealer; the back end profit occurs because the dealer gets a kickback from the bank just for setting up the loan there instead of somewhere else.

CANDY STORE: A dealership with lots of vehicle inventory. Continued on page 2

BACK OUT THE DEAL: See meaning of Unwind. BEATER: See SLED. Aggressive Rocks!

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February 2015

More Information at www.Aggressive.Rocks DOUBLE DIP: To finance purchase between two or CASH THE DEAL: This means that a third party more loan companies. lender has accepted the finance contract assignment from the dealer and paid the dealer for it. The dealer has DOWN: Short form for down payment. Also used their money and this is usually the point of no return as when a salesman is finished talking to a prospective far as the dealer is concerned, i.e., the dealer will most buyer. He is considered to be down and the next often refuse to unwind the deal. salesman is considered to be up and in line to handle CHASSIS: The frame of a vehicle, may or may not the next prospective buyer. include the engine as part of it, depending on the DOWN STROKE: Means customer's down payment. chassis manufacturer and its construction process. EDGY: This is a customer who may or may not be CHISLER: A buyer who constantly grinds the able to get his car financed. salesman to the best possible deal that he can get. EIGHTY FIVE FIFTY FIVE, 8550: This is the GM CLIMBER: A salesman who can sell anything to paint code for black paint. It is sometimes used by a anyone. One who is able to tackle a tough customer and dealer to refer to the race of a prospective buyer as a knock them over. slang term. It may also occur with other franchised CLOSER: Usually a pushy salesman whose job it is dealers using their manufacturer paint code for the color black. to "close" the deal with the customer when the customer hesitates when dealing with the salesman. ETCH, ETCH-A-SKETCH: Often called theft guard or COLD CANVAS: A form of prospecting where a a similar term, it is a soft add on product promoted as a product that will reduce the chance of a vehicle being salesman or dealership solicits any and all prospective stolen, to apply it the dealer uses a chemical that eats, buyers in any given area. or etches, into one or more glass windows a series of COME ON: This is where the buyer is led to believe numbers that the dealer claims can enable police to find one thing and it turns out to be really something else. the owner of the car if they recover it after it was stolen, usually sold for hundreds of dollars by a car dealer, the DE-HORSE: This is when you take a customer out of product itself can be found on the internet as a selfhis trade-in and let him temporarily drive a borrowed car installed kit that will cost about $20, the window etch from the dealership until his purchase is completed. scheme makes maximum car dealer profit at little cost DESK: The floor manager’s central location. It and some say etch gives little or no real benefit to the literally is an office location that is typically on the show consumer. room floor and glass walled so the Desk Man (the ETHER: Is a slang term used in association with its manager) can see everything that is going on. From here actual application. For example, putting someone in the the manager controls every deal being worked on. Sales ether. This is usually done in a closing situation and the staff go to the Desk to get approval on every aspect of customer is not completely aware of what is happening. the deal. The Desk controls the payment quotes, the price, the down payment and trade in terms. See Tower. EYE BALLER: Is a flashy looking, bright colored, usually a sporty type automobile. DESKMAN or DESK: A man who both figures and determines what kind of deal the dealership will make to F and I: Stands for finance and insurance and refers a customer. He is in charge of all financial aspects of to the sales department that arranges for financing a every deal and charged with the responsibility of sale with a third party lender such as a bank or credit maximizing the dealer profit. union, etc. The department is actually little more than a person who performs the task and who is often called DEUCE: This usually refers to a $200.00 figure for the F and I Manager or Business Manager, even their whatever reason, down payment, trade-in value, etc. job is to primarily to sell the customer on the idea of DIP: This is when the customer needs additional or letting the dealer set up their financing and also to sell all of his cash down advanced by a finance company. the customer the soft add on products. This is where most dealers make their highest profit margin. DOORMAN: The name given to the dealer employee who stands at the doorway of the FIRST CHAIR when the dealer’s F&I position is filled finance manager office, blocking it, when the buyer is by an employee has not previously worked in the F&I sitting in the F&I office and the final paperwork is being job, it is called the employee’s first “chair” meaning his signed, an intimidation tactic often used by first time in the job. the salesperson on the deal or the floor manager when Continued on page 3 the dealer knows there is something in the transaction that the customer does not know or understand and may object to.

Aggressive Rocks!

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February 2015

More Information at www.Aggressive.Rocks FLUFF & BUFF: This is where a used car is superficially cleaned up quickly, removing any evidence of the identity of the prior owner such as the original factory new car owner manual and warranty and any repair records in the vehicle, then the dealer puts it out on the dealership used car lot for sale.

FIVE FINGER CLOSE: A technique used by some car dealers to get the sales papers signed by the consumer without the consumer realizing that the numbers on the papers have been increased above what was orally discussed with the consumer, such as, the dealership Finance Manager holds the stack of sales papers still with one hand planted in the middle of the top document while pointing to the signature line with the other hand and asking the buyer to just sign here and here and here, etc., using their hand to cover up an area of the sales document where numbers appear that the dealer does not want the buyer to see. Then the dealer sets that sales paper aside and puts another one in front of the consumer and again puts one hand in the middle of the page while pointing to the next signature line with the other hand. The process is repeated through all the sales documents so that the buyer does not realize that the sales figures were changed on the earlier document, in other words, the repetitive routine disguises the fraud that earlier occurred in the process. It appears to the consumer that the Finance Manager is being helpful in holding the page still but in reality the technique is used to deceive the customer into believing that the numbers, such as the price, etc, are the same as what was talked about earlier when, in reality, they are not. It is sometimes also called a five finger spread or five finger push.

FLUFFING: Where a dealership employee â&#x20AC;&#x153;fluffsâ&#x20AC;? up a customerâ&#x20AC;&#x2122;s credit application information in order to get a vehicle loan approved, typically by increasing the stated income amount, decreasing the housing cost number, etc, to make it appear that the customer has a better credit-worthiness than is true, most often without the customer even knowing it is happening since the customer does not see the application after they have signed it and given it to the dealer employee. FULL BORE: To sell a car for the full sticker price with no discount. GOLD BALLS: One who has excellent credit and usually a considerable down payment. GRAPE: This is a very easy buyer. He normally goes along with anything anyone tells him. GREEN PEA: This is a new salesman or sales business manager. GRINDER: This is a buyer who, no matter what the salesman offers, wants more for less.

FIVE FINGER FOLD: Similar to the five finger close. It is another technique used to get the sales papers signed without the consumer knowing that the numbers on the papers have been changed. In this tactic the Finance Manager holds the stack of sales papers still with one hand planted in the middle of the top document while pointing to the signature line with the other hand and asking the buyer to just sign here and here, etc., thus using their hand to cover up the area of the document where the numbers appear that the dealer does not want the buyer to spot. As each individual sales paper is signed, the dealer folds up the bottom edge where it was signed, revealing the next page and the customer is again asked to sign. The process is repeated through all the documents being signed. It appears to the consumer that the Finance Manager is being helpful in holding the page still but in reality they are using the technique to deceive the customer into believing that the numbers, such as the price, etc, are the same as what was talked about earlier when, in reality, they are not. Sometimes called a five finger spread or five finger push.

HEAT SHEET: A document in the sales paperwork that the dealer has the customer initial, usually along the right margin, which says that the customer has been made aware of a long list of specific disclosures and disclaimers, many of which may not have taken place at all. Then when the buyer later discovers an act of dealer fraud and returns to complain, the dealer will pull out the Heat Sheet and point to where the buyer signed or initialed saying that the act did not occur or they were informed, etc. In other words, like a heat sink used in soldering metals, the Heat Sheet takes the buyer complaint and neutralizes it. HEN: Older type salesman who influences younger salesmen (adversely). HIGH BALL: A figure given to a prospective customer which is an inflated value of his trade-in in order to get the customer to return to the dealership to purchase his new car. HIGH PENNY: To adjust a customer's monthly payment. For example: from $101.13 to $101.93. It is safe to assume that if the customer will pay $101.13 for a car payment, he will pay $101.93 without giving it a second thought.

FLAKE: Is a customer who usually has bad credit, little or no money down. It is usually a waste of time trying to put a deal together for him. FLIP: This is to convert a buyer from financing his automobile through his own bank or credit union to financing through the dealership. Aggressive Rocks!

Continued on page 6

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February 2015

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PAYMENT PLANS Pay # of 1st Due Plan Inst Date 15% 5 15 days 16.67% 5 20 days 19.5% 5 25 days 24% 4 30 days

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CONTACT INFORMATION MAILING ADDRESS P O Box 143249 Irving, Texas 75014 CUSTOMER SERVICE Monday – Friday 8:00am – 6:00pm CST Saturday 10:00am – 2:00pm Phone - (866) 424-9511 Fax - (866) 424-9510 PAYMENT SERVICES Automated Inquiry – (877) 634-8533 (24 x 7) CC & E-Check Payments – (877) 634-8533 (24 x 7) Online – www.Policy-Service.com CLAIMS SERVICE Monday – Friday 8:00am – 6:00pm CST Phone - (877) 754-9534 Fax - (877) 754-9537 MARKETING Supplies: Marketing@Aggressiveusa.com Phone (866) 424-9511 Fax (866) 424-9510 HELPFUL CONTACT INFORMATION Texas Department of Public Safety Attn: Safety Responsibility Bureau P O Box 15999 Austin TX 78761 TDI - http://www.tdi.state.tx.us/

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More Information at www.Aggressive.Rocks HIGH PENNY ROLL: is where the finance sales person’s computer is rigged to automatically increase, i.e., roll up, numbers in the transaction to a higher number without tipping it to a dollar increase. Doing this on every transaction can create $20,000 to $40,000 of extra profit a year since it adds 1 to 98 cents to every payment. Also called High Penny or Penny Pumping.

LIAR LOAN Where the dealer alters the buyer’s credit application income or expense data without the customer knowing about it and then submits the falsified application data to a third party lender for loan approval; may also include telling the lender that the vehicle being sold has optional equipment on it that it actually does not have, in order to increase the appearance of the vehicle’s value as collateral for the loan.

HOME RUN: When maximum profit has been made on a deal or when the sales business manager has sold the customer all the insurance he has available.

LINER: A salesman whose responsibility is to land a customer on one particular vehicle, get a commitment of some type from the customer regardless of how ridiculous it is, and then turn the customer over to his T.O. person, the sales manager or mother.

HOPE DEAL: The phrase used by a car dealer to describe a sale that they do not know will be financed by a third party lender but hope to make it work by pulling in favors at the lender to get the financing approved by the lender.

LOADING THE PAYMENT: means to take the normal monthly payment amount and load it up by falsely inflating it to a higher than necessary number in order to leave room for the finance sales person to pack into the deal added profit-making products for the dealership which the buyer may not even know about. See Payment Packing.

HOUSE: When the dealership itself, also called the store; alternative: when referring to a recreational vehicle it is the portion of the RV above the chassis itself and is also called the box.

LOT LIZARD: A the sales people who stand around outdoors on the car lot, usually in small groups of two or three, waiting for a customer to come along so they can pounce on them to make a sale.

IRON: This is an old used car valued at nothing more than the price of iron. KINK: A problem with a deal due to "miswriting", misrepresentation, misquoting, or mishandling.

LOW BALL: This is a sales figure or tenative price given to a customer who has acknowledged the fact that he is not going to purchase an automobile at this time and wants to shop this figure against other dealerships. This is normally an unrealistically low figure and one that the automobile can not actually be purchased for.

LAID AWAY: A customer who has paid the maximum price for as many items (like accessories, rust proofing, extended warranty, financing and credit insurance) as can possibly be sold on an automobile. LAND THE CUSTOMER: This is when the sales person has identified the type of vehicle the buyer is looking for and found it and has gotten the buyer's attention fixed on purchasing that specific vehicle, such as they have landed the customer on the iron.

MICKEY: Slang term used to describe a down payment loan that is arranged by the dealership. This is referred to as completing a deal in Mickey Mouse way. MOTHER: See T.O. MAN.

LAY DOWN: This is a customer who says yes to everything. They "lay down" and get run right over.

MOUSE HOUSE: Slang term used for a finance company.

LAUNDERED LEMON: When a car is bought back by the manufacturer and then resold without disclosure that it was bought back under the lemon law, thus hiding its defect history from subsequent owners, it is generally an illegal practice.

NEGATIVE EQUITY: Negative equity means that your trade-in vehicle has a fair market value that is less than what you owe on it. This could be because you have not owned it very long and you still owe a very high payoff on it. It could also be because the last dealership you traded a car in, and who sold you this one, started you on this “negative equity” cycle.

LEG as in “giving Leg.” Means getting a leg up on the buyer. Describes the sales person quoting an inflated and false proposed monthly payment number to the buyer in order to lock them in on a false number in order to leave room for the finance sales person to pack into the deal additional profit-making products for the dealership, whether or not the customer knows it is happening to them. See Payment Packing.

Aggressive Rocks!

NICKEL: Refers to $500.00 for either trade value, purchase price, cash down, etc. Continued on page 7

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More Information at www.Aggressive.Rocks RATE SHEET: The Dealer Reserve Schedule used by F & I salesperson to determine the amount of the kickback they will get from the bank or other lender who is going to finance the sale, in exchange for bumping the interest rate up above the minimum rate that the lender actually wants to get on the loan.

PACK: this has two applications. First, it is used to describe the overhead deduction from the sales person’s commission. The dealer will deduct anywhere from $100 to $700 from the gross profit of the deal and pay the salesman his commission which is figured on the difference. The dealership (also called the house) calls the deduction a dealer pack but it is really just a way of reducing the commission the sales person has earned in a deal. In the second use of the term, it is used in relation to payment packing, which is where the sales person quotes a higher than necessary monthly payment number to the buyer in order to overcome objections when the finance salesperson jacks up the payment even more because they are adding into the deal, with or without the buyer knowing it, soft add on products like Etch or extended warranties, etc. For example, the sales person knows that the normal monthly payment amount might be $275 but they deliberately tell the buyer that it will be $325 so that there is $50 of room for the finance sales person to pack the deal with added-cost soft add on products.

RESERVE: Sometimes thought of as a "kickback" the bank gives the dealer for setting up the loan. The income a dealership realized on a contract in excess of the finance source's discount rate. For example: If the bank is going to charge $600.00 in finance charges on a given contract and the total finance charge to the customer on this contract is $1,000.00, the dealership will realize $400 in "reserve money" but the customer thinks the interest is all being charged by the bank. RESIDUAL: This is the termination value of an automobile that is being leased. The number on the lease contract may be real or simply made up. ROLL BACK: To work a deal backwards. Instead of working with the purchase price and trying to determine a monthly payment, you would start with a known monthly payment and try to determine a selling price. It also means to "roll back" the odometer on a car to make it worth more money - highly illegal.

PAYMENT PACKING: where the sales person quotes a higher than necessary monthly payment number to the buyer in order to overcome objections when the finance sales person jacks up the payment even more because they are adding into the deal, with or without the buyer knowing it, soft add on products like Etch or extended warranties, etc. For example, the sales person knows that the normal monthly payment amount might be $275 but they deliberately tell the buyer that it will be $325 so that there is $50 of room for the finance sales person to pack the deal with added-cost soft add on products. A more deceptive way of payment packing is to get the buyer to agree on a monthly payment number without the buyer knowing the loan length. That way the finance sales person can create more profit in the deal by simply upping the loan length without the buyer even realizing that the overall cost to the buyer is higher than it otherwise would be.

ROLL TERM: As in to Roll the Term. It means to stretch the buyer’s loan out to a longer term without telling the buyer that it is happening in order to keep the monthly payment inside the buyer’s target while still increasing the dealer’s profit in the deal. RULE OF 78: A mathematical formula used in figuring a rebate of unearned charges or premium, when these charges were pre-computed and pre-paid. Once referred to as "78 ways we get to keep your money&quot. SEALING THE CUSTOMER: Means the customer sales paperwork has been signed and put in an envelope which was licked and sealed and put in their hand, usually with the dealer sales person telling them that the envelope contains important sales papers that the customer should take home and put in a safe place. If the dealer has packed the deal with soft add on products that the buyer does not know about, doing this detracts from the fraud since it discourages the buyer from looking at the numbers to make sure they are what the sales person said they would be. If the dealer staples the envelope, it may mean that the dealer is definitely trying to hide something printed on the sales papers by making it more difficult for the papers to be removed without tearing them, usually right in the spot where the false number is typed.

PENCIL: This has two applications. First, a sales manager will pencil a salesman's deal by crossing out the customer's offer and penciling in the figure that he wants to get for that car. The second application is used when a salesman or sales manager changes the selling price or trade-in allowance and covers it up with an increase in the customer's monthly payment because of the additional cost he expects to pay for Credit Life, Accident and Health Insurance. PIPE SMOKER: A customer who smokes a pipe, gives no commitments whatsoever, usually grinds the salesman to his last thread and doesn't buy the car after all.

Continued on page 10

PUT TOGETHER: This means much the same as "laying someone away". In other words the maximum gross profit to be made on that deal was accomplished. Aggressive Rocks!

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February 2015

PROGRAMS Tejas Seguros Elite (TSE) Standard Policy Tejas Seguros (TEJ) Limited Policy (All Programs offer 1, 3 & 6 month terms) BENEFITS • Texas ID Accepted

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• Undocumented Foreign Drivers • Matricula/International License • Out of state drivers license accepted (No Surcharge) • Medical Statement required for operators 79+ • Up to 40 years for liability • Up to 20 years for Comp/Coll • Salvage Title accepted with Liability only • One Ton's (No more than 4 wheels) TEJAS SEGUROS PROGRAM DISCLOSURES WARNING: A NAMED DRIVER POLICY DOES NOT PROVIDE COVERAGE FOR INDIVIDUALS RESIDING IN THE INSUREDS HOUSEHOLD THAT ARE NOT NAMED ON THE POLICY • TEJ policy does not provide liability coverage: o For damage to rental vehicles o To any family member or household resident who is not listed on the declaration page; • TEJ policy does not provide physical damage coverage: o For any gross vehicle weight in excess of 10,000 lbs; o For a covered vehicle not in the care of an authorized driver. • TEJ does not provide out of state coverage for first party coverages • TEJ policy does not provide coverage for delivery of goods.

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PAYMENT PLANS Pay # of 1st Due Plan Inst Date 15% 5 15 days 16.67% 5 20 days 20% 5 25 days 24% 4 30 days

1st Cancel Date 26 days 31 days 33 days 41 days

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3 Month $36 $12 N/A $25 N/A

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CONTACT INFORMATION MAILING ADDRESS P O Box 143249 Irving, Texas 75014 CUSTOMER SERVICE Monday – Friday 8:00am – 6:00pm CST Saturday 10:00am – 2:00pm Phone - (877) 754-9530 Fax - (866) 424-9510 PAYMENT SERVICES Automated Inquiry – (877) 634-8533 (24 x 7) CC & E-Check Payments – (877) 634-8533 (24 x 7) Online – www.Policy-Service.com CLAIMS SERVICE Monday – Friday 8:00am – 6:00pm CST Phone - (877) 754-9534 Fax - (877) 754-9537 MARKETING Supplies: Marketing@TejasSeguros.com Phone (866) 424-9511 Fax (866) 424-9510 HELPFUL CONTACT INFORMATION Texas Department of Public Safety Attn: Safety Responsibility Bureau P O Box 15999 Austin TX 78761 TDI - http://www.tdi.state.tx.us/

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More Information at www.Aggressive.Rocks SPEAR: Think of it like in the movies when the Indian would "spear" a fish in the stream for his dinner. This is just a method used in getting a customer onto a dealer's lot. For example: Stopping a man on the street and telling him that you would give him some outrageous figures for his trade-in if he would just come down to the dealership today and take a look at what you have to offer.

SERVICE LANE WALK: Describes the activity of a dealer salesperson trying to sell replacement vehicles, new or used, to people who have brought their vehicle into the service department for repair work to be done. SHADOW: What a green pea does to lean how senior salespeople sell, i.e., they follow them around and observe. SHOUT OUT: When the customer commits to the buy, the salesman loudly announces, sometimes on the dealer's public address system, that "[buyer's name] has just purchased a [year make model vehicle]" (that is the "shout out" moment) which is followed by immediate applause from all the other sales persons in the showroom, a tactic to solidify the buyer's commitment to the sale, often used in slasher sales.

SPIFF: A bonus paid to a sales person as an extra reward for selling a particular vehicle. It may be paid by the dealership itself or, in the case of a new vehicle, by the vehicle manufacturer. Often is between $50 and $250 but the amount will vary. SPOT DELIVERY: This is when all phases of the purchase and delivery are completed the same day and a few days or so later the dealer calls the customer back and claims they have to sign a new finance contract or put more money down or that the lender requires the buyer to get a service contract or extended warranty in order to get loan approval, etc. It may or may not be true. It sometimes is used by a dealer to strong arm the buyer into buying more soft add on products in the deal. Sometimes this is also called a Yo Yo.

SIGNED, SEALED AND DELIVERED: Generally means the same thing as SEALING THE CUSTOMER. SLASHER: Slang job title for highly aggressive temporary sales person or sales staff that a dealer brings in to stage a quick sales event, usually over a weekend, with the specific purpose of selling vehicles that have been sitting on the dealer lot (called stale inventory) for more than the normal number of days unsold; this type of sales team is usually flown in from out of state and typically is made up only of very strong (see term definition below) and pushy and aggressive sales people whose sole objective is to make sales happen one way or another.

STALE: This refers to a vehicle on the dealer lot that the dealer thinks has been sitting unsold for too long. STICKS: Reference given to the borrower's furniture he puts up as collateral on a small loan, such as when he borrows the money for the down payment on the car he is getting ready to buy.

SLED: Reference quite often given to a customer's old trade-in which is usually "beat up" and worth little or nothing.

STRAW PURCHASE: This is when a third party buys an automobile and finances it in his name for some else (who will be the actual driver) because of that other person's age, bad credit, or lack of credit, etc.

SLIDE RULER: A buyer who is a specification nut. He does not deal in generalizations when prices are quoted. They must be exact and justified most of the time. This buyer will have a slide ruler or a pocket calculator with him to calculate his own sales tax and total sales price.

STROKER: An individual who gives the impression that he wants to buy a car, but really doesn't have the means to do so.

SOBRE: Spanish word which generally means the same thing as SEALING THE CUSTOMER when the customer is of Hispanic heritage. SOFT ADD ON: This refers to the items sold by the F&I Manager which increase the overall vehicle transaction price to the consumer but add no hard value to the goods being sold, which is why they are called soft add on items. They typically include such things as service contracts, Etch, disability insurance, wheel protectant, Gap insurance, etc. Many times these additional items are preprinted on the sales and financing forms. This is where most dealers make their biggest profit margins in a deal.

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STRONG: This word has two possible meanings. When used in reference to an automobile, it indicates that the car is a good seller and therefore, an above average profit can normally be made on it so the dealer can get away with charging a premium price, often above the sticker price or other normal market value. The second application would refer to a sales individual, be it salesman, sales manager, Sales Business Manager, a closer, etc, and means their ability to be aggressive and pushy to make a sale happen when the customer is wavering or doubtful of the deal being offered.

Page 10

STUD: See second application of STRONG. Continued on page 11

February 2015

More Information at www.Aggressive.Rocks "SUM OF THE DIGITS": Another term used for the "RULE OF 78" - a formula used in figuring refunds or rebates of money paid for a soft add on product like insurance or etching, sometimes referred to as "78 ways we get to keep your money". Benefits of Representing Aggressive SWITCH: To change a customer from buying one car to another for several reasons: availability, possible profit, etc.

Aggressive is committed to the Independent Agent. Well over a thousand agencies appreciate our loyalty and dedication to serving them. We hope you will join us.

THIRD BASEMAN: An individual who accompanies a prospective buyer because the buyer feels he is better versed in haggling over the price of the car and/or knows more about the car mechanically, thereby decreasing the chances of getting stuck with a "lemon".

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TIRE KICKER: This is normally an individual who doesn't want to buy a car, but just wants to look. He walks in, touches the merchandise and doesn't want to talk to anyone.

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T.O. (TURNOVER): The procedure used in selling where the salesman or liner turns a prospective buyer over to another salesman or sales manager to close the sale.

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T.O. MAN: This is the individual to whom a LINER will turn a customer over.

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TOAD: Reference given to a customer's trade-in; a worn-out piece of machinery that is just "sitting there" like a toad.

Multiple payment options for customers Recurring EFT

TOWER: the floor manager’s central location. It literally is an office location that is typically on the show room floor and glass walled so the manager can see everything that is going on. From here the manager controls every deal being worked on. Sales staff go to the tower to get approval on every aspect of the deal. The tower controls the payment quotes, the price, the down payment and trade in terms.

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UNWIND THE DEAL: To cancel a vehicle sale or lease like it never happened at all, i.e., the dealer takes back the vehicle and may or may not refund the customer down payment or give back the customer trade in vehicle. The dealer may or may not have a legal basis to unwind the deal. But universally dealers do not want to do it.

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UP: This refers to the prospective buyer and is a generic terms for any potential customer. YO YO DEAL: This is when all phases of the purchase and delivery are completed the same day and a few days or so later the dealer calls the customer back and claims they have to sign a new finance contract or put more money down or that the lender requires the buyer to get a service contract or extended warranty in order to get loan approval, etc. It may or may not be true. It sometimes is used by a dealer to strong arm the buyer into buying more soft add on products in the deal. Sometimes this is also called a Spot Delivery. Aggressive Rocks!

Producer meetings include Continuing Education Unit sessions. To request an appointment, please contact us at 866-424-9511. Let’s have a little fun and see how much you learned about Car Dealer Slang. You may check the crossword’s numbered solution at www.Aggressive.Rocks.

Page 11

February 2015

More Information at www.Aggressive.Rocks

Car Dealer Slang Crossword You will use all of these words in this puzzle BABYSITTER

BOUNCE

6 7

BRICKS

9 10

BUMP 11

BUYBACK

13 15

CHASSIS

17 18

CLOSER 19

COLD CANVAS COME ON

DESK DEUCE

DIP

DOUBLE DIP

DOORMAN

37 38

EDGY 40

ETCH

41 42

ETHER 45

FIRST 47

FIVE FINGER FOLD FLAKE

FLIP

50 51

FLUFFING

GREEN PEA

GRINDER HEAT SHEET

55 56

HEN

MICKEY

SLASHER

SUM OF THE DIGITS

HIGH PENNY

MOTHER

SLED

SWITCH

HOPE DEAL

NICKEL

SLIDE RULER

THIRD BASEMAN

HOUSE

PACK

SOBRE

TOAD

IRON

PAYMENT PACKING

SOFT ADD ON

TOWER

KINK

PENCIL

SPIFF

UNWIND THE DEAL

LAND THE CUSTOMER

RATE SHEET

STICKS

LAY DOWN

RESERVE

STROKER

LINER

SEALING THE CUSTOMER

STRONG

LOW BALL

SERVICE LANE WALK

STUD

Aggressive Rocks!

Page 12

February 2015

More Information at www.Aggressive.Rocks

Across 2A: This is when the sales person has identified the type of vehicle the buyer is looking for and found it and has gotten the buyer's attention fixed on purchasing that specific vehicle, such as they have landed the customer on the iron. 7A: See T.O. MAN. 9A: This is a buyer who, no matter what the salesman offers, wants more for less. 11A: Usually a pushy salesman whose job it is to "close" the deal with the customer when the customer hesitates when dealing with the salesman. 13A: The Dealer Reserve Schedule used by F & I salesperson to determine the amount of the kickback they will get from the bank or other lender who is going to finance the sale, in exchange for bumping the interest rate up above the minimum rate that the lender actually wants to get on the loan. 15A: The frame of a vehicle, may or may not include the engine as part of it, depending on the chassis manufacturer and its construction process. 21A: A salesman whose responsibility is to land a customer on one particular vehicle, get a commitment of some type from the customer regardless of how ridiculous it is, and then turn the customer over to his T.O. person, the sales manager or mother. 22A: Is a slang term used in association with its actual application. For example, putting someone in the ether. This is usually done in a closing situation and the customer is not completely aware of what is happening. 23A: An individual who accompanies a prospective buyer because the buyer feels he is better versed in haggling over the price of the car and/or knows more about the car mechanically, thereby decreasing the chances of getting stuck with a "lemon". 24A: To cancel a vehicle sale or lease like it never happened at all, i.e., the dealer takes back the vehicle and may or may not refund the customer down payment or give back the customer trade in vehicle. The dealer may or may not have a legal basis to unwind the deal. But universally dealers do not want to do it. 30A: This refers to the prospective buyer and is a generic terms for any potential customer. 32A: Slang term used for a co-signer or co-buyer on an automobile contract; often used where the primary buyer needs help to make a decision or make the buy. 34A: Slang term used to describe a down payment loan that is arranged by the dealership. This is referred to as completing a deal in Mickey Mouse way. 36A: This term is used to refer to one's house as security in taking out a second trust deed loan. Aggressive Rocks!

38A: A form of prospecting where a salesman or dealership solicits any and all prospective buyers in any given area. 40A: To change a customer from buying one car to another for several reasons: availability, possible profit, etc. 42A: Reference quite often given to a customer's old trade-in which is usually "beat up" and worth little or nothing. 43A: when the dealer’s F&I position is filled by an employee has not previously worked in the F&I job, it is called the employee’s first “chair” meaning his first time in the job. 45A: The floor manager’s central location. It literally is an office location that is typically on the show room floor and glass walled so the Desk Man (the manager) can see everything that is going on. From here the manager controls every deal being worked on. Sales staff go to the Desk to get approval on every aspect of the deal. The Desk controls the payment quotes, the price, the down payment and trade in terms. See Tower. 46A: Where a dealership employee “fluffs” up a customer’s credit application information in order to get a vehicle loan approved, typically by increasing the stated income amount, decreasing the housing cost number, etc, to make it appear that the customer has a better credit-worthiness than is true, most often without the customer even knowing it is happening since the customer does not see the application after they have signed it and given it to the dealer employee. 47A: The phrase used by a car dealer to describe a sale that they do not know will be financed by a third party lender but hope to make it work by pulling in favors at the lender to get the financing approved by the lender. 48A: a vehicle that the manufacturer bought back, usually because it was a lemon, and then was resold, often through a car dealer auction where it can be recycled back into the marketplace, often without disclosure of its true history of defects, also, see laundered lemon. 50A: Similar to the five finger close. It is another technique used to get the sales papers signed without the consumer knowing that the numbers on the papers have been changed. In this tactic the Finance Manager holds the stack of sales papers still with one hand planted in the middle of the top document while pointing to the signature line with the other hand and asking the buyer to just sign here and here, etc., thus using their hand to cover up the area of the document where the numbers appear that the dealer does not want the buyer to spot. Continued on page 16 Page 13

February 2015

More Information at www.Aggressive.Rocks 50A: Continued from page 13 As each individual sales paper is signed, the dealer folds up the bottom edge where it was signed, revealing the next page and the customer is again asked to sign. The process is repeated through all the documents being signed. It appears to the consumer that the Finance Manager is being helpful in holding the page still but in reality they are using the technique to deceive the customer into believing that the numbers, such as the price, etc. are the same as what was talked about earlier when, in reality, they are not. Sometimes called a five finger spread or five finger push. 52A: This has two applications. First, a sales manager will pencil a salesman's deal by crossing out the customer's offer and penciling in the figure that he wants to get for that car. The second application is used when a salesman or sales manager changes the selling price or trade-in allowance and covers it up with an increase in the customer's monthly payment because of the additional cost he expects to pay for Credit Life, Accident and Health Insurance. 53A: This is an old used car valued at nothing more than the price of iron. 54A: This is a new salesman or sales business manager. 55A: A buyer who is a specification nut. He does not deal in generalizations when prices are quoted. They must be exact and justified most of the time. This buyer will have a slide ruler or a pocket calculator with him to calculate his own sales tax and total sales price. 56A: where the sales person quotes a higher than necessary monthly payment number to the buyer in order to overcome objections when the finance sales person jacks up the payment even more because they are adding into the deal, with or without the buyer knowing it, soft add on products like Etch or extended warranties, etc. For example, the sales person knows that the normal monthly payment amount might be $275 but they deliberately tell the buyer that it will be $325 so that there is $50 of room for the finance sales person to pack the deal with added-cost soft add on products. A more deceptive way of payment packing is to get the buyer to agree on a monthly payment number without the buyer knowing the loan length. That way the finance sales person can create more profit in the deal by simply upping the loan length without the buyer even realizing that the overall cost to the buyer is higher than it otherwise would be.

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Down 3D: Refers to $500.00 for either: trade value, purchase price, cash down, etc. 4D: Describes the activity of a dealer salesperson trying to sell replacement vehicles, new or used, to people who have brought their vehicle into the service department for repair work to be done. 5D: This is a customer who may or may not be able to get his car financed. 6D: A document in the sales paperwork that the dealer has the customer initial, usually along the right margin, which says that the customer has been made aware of a long list of specific disclosures and disclaimers, many of which may not have taken place at all. Then when the buyer later discovers an act of dealer fraud and returns to complain, the dealer will pull out the Heat Sheet and point to where the buyer signed or initialed saying that the act did not occur or they were informed, etc. In other words, like a heat sink used in soldering metals, the Heat Sheet takes the buyer complaint and neutralizes it. 8D: When the dealership itself, also called the store; alternative: when referring to a recreational vehicle it is the portion of the RV above the chassis itself and is also called the box. 10D: Sometimes thought of as a "kickback" the bank gives the dealer for setting up the loan. The income a dealership realized on a contract in excess of the finance source's discount rate. For example: If the bank is going to charge $600.00 in finance charges on a given contract and the total finance charge to the customer on this contract is $1,000.00, the dealership will realize $400 in "reserve money" but the customer thinks the interest is all being charged by the bank. 12D: Reference given to the borrower's furniture he puts up as collateral on a small loan, such as when he borrows the money for the down payment on the car he is getting ready to buy. 14D: Reference given to a customer's trade-in; a worn-out piece of machinery that is just "sitting there" like a toad. 16D: This word has two possible meanings. When used in reference to an automobile, it indicates that the car is a good seller and therefore, an above average profit can normally be made on it so the dealer can get away with charging a premium price, often above the sticker price or other normal market value. The second application would refer to a sales individual, be it salesman, sales manager, Sales Business Manager, a closer, etc, and means their ability to be aggressive and pushy to make a sale happen when the customer is wavering or doubtful of the deal being offered.

Page 16

February 2015

More Information at www.Aggressive.Rocks 33D: Another term used for the "RULE OF 78" - a formula used in figuring refunds or rebates of money paid for a soft add on product like insurance or etching, sometimes referred to as "78 ways we get to keep your money".

17D: Means the customer sales paperwork has been signed and put in an envelope which was licked and sealed and put in their hand, usually with the dealer sales person telling them that the envelope contains important sales papers that the customer should take home and put in a safe place. If the dealer has packed the deal with soft add on products that the buyer does not know about, doing this detracts from the fraud since it discourages the buyer from looking at the numbers to make sure they are what the sales person said they would be. If the dealer staples the envelope, it may mean that the dealer is definitely trying to hide something printed on the sales papers by making it more difficult for the papers to be removed without tearing them, usually right in the spot where the false number is typed.

35D: Is a customer who usually has bad credit, little or no money down. It is usually a waste of time trying to put a deal together for him. 36D: See BOUNCE. 37D: A bonus paid to a sales person as an extra reward for selling a particular vehicle. It may be paid by the dealership itself or, in the case of a new vehicle, by the vehicle manufacturer. Often is between $50 and $250 but the amount will vary. 39D: This refers to the items sold by the F&I Manager which increase the overall vehicle transaction price to the consumer but add no hard value to the goods being sold, which is why they are called soft add on items. They typically include such things as service contracts, Etch, disability insurance, wheel protectant, Gap insurance, etc. Many times these additional items are preprinted on the sales and financing forms. This is where most dealers make their biggest profit margins in a deal.

19D: An individual who gives the impression that he wants to buy a car, but really doesn't have the means to do so. 20D: Spanish word which generally means the same thing as SEALING THE CUSTOMER when the customer is of Hispanic heritage. 23D: the floor managerâ&#x20AC;&#x2122;s central location. It literally is an office location that is typically on the show room floor and glass walled so the manager can see everything that is going on. From here the manager controls every deal being worked on. Sales staff go to the tower to get approval on every aspect of the deal. The tower controls the payment quotes, the price, the down payment and trade in terms.

40D: See second application of STRONG. 41D: To adjust a customer's monthly payment. For example: from $101.13 to $101.93. It is safe to assume that if the customer will pay $101.13 for a car payment, he will pay $101.93 without giving it a second thought.

25D: The name given to the dealer employee who stands at the doorway of the finance manager office, blocking it, when the buyer is sitting in the F&I office and the final paperwork is being signed, an intimidation tactic often used by the salesperson on the deal or the floor manager when the dealer knows there is something in the transaction that the customer does not know or understand and may object to.

44D: Slang job title for highly aggressive temporary sales person or sales staff that a dealer brings in to stage a quick sales event, usually over a weekend, with the specific purpose of selling vehicles that have been sitting on the dealer lot (called stale inventory) for more than the normal number of days unsold; this type of sales team is usually flown in from out of state and typically is made up only of very strong (see term definition below) and pushy and aggressive sales people whose sole objective is to make sales happen one way or another.

26D: Older type salesman who influences younger salesmen (adversely). 27D: This usually refers to a $200.00 figure for whatever reason, down payment, trade-in value, etc. 28D: This is a sales figure or tentative price given to a customer who has acknowledged the fact that he is not going to purchase an automobile at this time and wants to shop this figure against other dealerships. This is normally an unrealistically low figure and one that the automobile cannot actually be purchased for. 29D: A problem with a deal due to "miswriting", misrepresentation, misquoting, or mishandling. 31D: This is to convert a buyer from financing his automobile through his own bank or credit union to financing through the dealership. Aggressive Rocks!

45D: To finance purchase between two or more loan companies. 51D: This is when the customer needs additional or all of his cash down advanced by a finance company. 52D: This is where the sales person quotes a higher than necessary monthly payment number to the buyer in order to overcome objections when the finance salesperson jacks up the payment even more because they are adding into the deal, with or without the buyer knowing it, soft add on products like Etch or extended warranties, etc.

Page 17

February 2015

Insured Web

PROGRAM Star Canyon Elite (SCE) Standard Policy (Program offers 1, 3 & 6 month terms)

Customers have access 24/7 to their insurance policy information. https://starcanyoninsured.com

BENEFITS • TX ID not accepted on this program • Matricula/International License (copy required) • Out of state drivers license accepted (No Surcharge) • No Medical Statement required • Up to 40 years for liability • Up to 20 years for Comp/Coll • Salvage Title accepted with Liab only • Automatic 25 miles into Mexico PAYMENT PLANS Pay # of 1st Due Plan Inst Date 15% 5 15 days 16.67% 5 20 days 19.5% 5 25 days 24% 4 30 days FEES Policy Fee SR-22 Late Fee Return Check Installment Fee

1 Month $12.85 $10 N/A $25 N/A

1st Cancel Date 26 days 30 days 33 days 42 days 3 Month $36 $12 N/A $25 N/A

Future Due Date 30 days 30 days 30 days 30 days 6 Month $72 $25 $10 $25 Rule 14

Credit Card Processing Fee $2.95 (PrimorisVendor charge) Recurring Credit Card Fee $2.95 E-check – Single payments or recurring No Charge Non-Owners Not written

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• • • •

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Log into system inquire desired policy select “Notes/Susp” click “Add” from the “Attachments” line Attach image(s)

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5% 20% 15%

TIERED PRIOR DISCOUNT 6 months = 20% 12 months = 25% 24 months = 30% Maximum policy discount is 40%. Prior Insurance qualification is named insured provides at least proof of six-months of continuous coverage with no more than a 30-day lapse in coverage. PROHIBITED VEHICLES • Any model vehicle with an ISO symbol greater than 23 • Years 2010 and prior or symbol 49 for Model Year 2011 and newer for OTC/Collision; • Any vehicle with an ACV of $45,000 or more; • Any vehicle with a salvage title for OTC/Collision • Any vehicle older than 40 years; • OTC and collision coverage on vehicles over 20 years old • One Ton’s NO LOSS PROCEDURES Agents have the ability to accept a no loss up to 10 days from the cancellation date. Only a company generated no loss will be accepted. A company generated no-loss is provided in the memo section of the policy.

CONTACT INFORMATION MAILING ADDRESS P O Box 143249 Irving, Texas 75014 CUSTOMER SERVICE Monday – Friday 8:00am – 6:00pm CST Saturday 10:00am – 2:00pm Phone - (866) 424-9511 Fax - (866) 424-9510 PAYMENT SERVICES Automated Inquiry – (877) 634-8533 (24 x 7) CC & E-Check Payments – (877) 634-8533 (24 x 7) Online – www.Policy-Service.com CLAIMS SERVICE Monday – Friday 8:00am – 6:00pm CST Phone - (877) 754-9534 Fax - (877) 754-9537 MARKETING Supplies: Marketing@StarCanyonUSA.com Phone (866) 424-9511 Fax (866) 424-9510 HELPFUL CONTACT INFORMATION Texas Department of Public Safety Attn: Safety Responsibility Bureau P O Box 15999 Austin TX 78761 TDI - http://www.tdi.state.tx.us/

TDI 800-252-3439 ITC 800-383-3482 QQ 800-940-6600

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REWRITE PROCEDURES Policies that have cancelled for nonpayment may be eligible to be rewritten. A new policy number is assigned with the rules and rates that are in effect at time of the rewrite. The policy will be issued with the same drivers, vehicles and coverage’s as the prior policy. The rewrite option is located in the status tab of the policy. INSURED NSF Star Canyon will reimburse any insured payment that an agent takes on our behalf that is return for insufficient funds by the bank. An agent may notify us by faxing or emailing us a copy of the front and back of the NSF.

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More Information at www.Aggressive.Rocks date. An e-mail from the client is ok but many agencies indicate that they struggle to get this degree of confirmation from their clients. So, if they won’t send it to you, you send it to them.

How are you confirming coverages that have been declined ? Agents E&O Tips http://www.agentseotips.com/ While it would be nice if your clients bought every coverage you proposed, unfortunately that is not the reality. So whether the client is brand new or one that you have had for a number of years, there will be coverages that you proposed that they decline. One of the keys involves the manner in which you not only record their declination but also secure / provide written confirmation of their decision. There are a number of issues that an agency needs to deal with regarding declined coverages. An obvious key one is that the confirmation reflecting the declined coverages is handled promptly. This does not mean when the policies are delivered or when you get around to it, it means promptly or said another way “as soon as possible”. Some agencies will use the proposal and request that the client sign off on those coverages that were not purchased. This method is popular but not necessarily totally effective. If an agent were going to use this approach, the key is that they secure the signature of the client on ALL declined coverages. Without this degree of discipline, the client could contend that since they did not since off on it, that means that they wanted it.

Aggressive Insurance E&O Express Quote & Binding For assistance in our E&O quote/bind process contact Affinity Insurance at 877-843-4553. If coverage cannot be placed through Aggressive, Affinity can place coverage with one of their many carriers. Office hours from 9am - 5pm Mon – Fri EST. Affinity Insurance - Brandi Baggett - Kristin Howland - Martha Klocke - Robert Hansen - Joan Mobley Underwriting Referrals For underwriting referrals and/or special acceptances please contact Bruce Jones at 972-827-3681 during office hours from 9am - 5pm Mon - Fri CST. Here's what we offer:

Probably the most advocated position involves a written confirmation of some sort back to the client memorializing their decision. This can be handled by a couple of different ways: Provide the insured with a manual or electronic copy of the new or renewal proposal marked up with each change and the revision date. Upon binding, provide a “thank you for your business” letter that includes a point-by-point reference to the accepted and declined coverage. There are also times where the client requests a mid-term coverage proposal, maybe for cyber coverage or an umbrella. While it may have been personally delivered, there is also the chance that it was sent to them electronically or possibly delivered over the phone. It is important to make it clear that “no coverage is bound at this time”. In addition, if the client contacts the agency to advise them of the rejection of the coverage, the agency should promptly respond by e-mail referencing the original request and confirming the insured’s decision and Aggressive Rocks! Page 20

Competitive prices We focus on the small to mid-sized personal lines agency Limits up to $ 1 million per claim/ $2 million aggregate Retroactive coverage available. One Month Down-payment with 11 equal monthly payments Automatic EFT from your operating account. No premium finance charges Minimum $1,000 deductible Automatic Renewals

February 2015

Go to www.EandOQuote.com for more information

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AGGRESSIVE MOTORCYCLE INSURANCE

The Aggressive Motorcycle Insurance program is written on the American Reliable Insurance Company - an "A-rated" member of the Assurant Group.

We offer an annual term with monthly payment plans along with credit card, EFT, E-check and even cash payment options.

Here's what we cover: • • • •

Bikes valued up to $35,000 Cruiser Motorcycle Sport Motorcycle Harley Motorcycle

• Standard Motorcycle • Tour Motorcycle • High Performance Motorcycle • ATV & Scooters

Our discount packages include credits for: • • • •

Motorcycle safety training programs • Over 55 driver training Motorcycle association • Theft alarm Multi-unit policy • Claim free renewal Transfer insurance from another insurance carrier [restrictions apply)

Our coverage options include: • • • • • •

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Ineligible Units Please review our guidelines for a complete list • • • •

Motorcycles with more than two wheels Units used for racing Physical damage on units 20 years or older Units over $35,000

Ineligible Operators Please review our guidelines for a complete list • Operators who do not have a valid US license • Operators who do not have a valid International license

Accessories Accessory coverage starting at $3,000 Marketing · 866-424-9511