Programme
2023 F&I Programme
| Time | Topic | Speaker |
|---|---|---|
| 08h30 - 09h00 | Registration | |
| 09h00 - 09h05 | Opening and welcome | Ryan Hogarth - Programme Director |
| 09h05 - 09h20 | Official Opening | Brandon Cohen - Executive Member, NADA |
| 09h20 - 09h40 | The role of F&I in the complete automotive value chain The role of F&I (Finance and Insurance) in the complete automotive value chain is crucial for the overall success of the industry. F&I professionals play a pivotal role in facilitating vehicle sales and ensuring a smooth financial transaction for customers. | Fulufhelo Mandane - Head of Sales: Vehicle and Asset Finance, Absa |
| 09h40 - 10h00 | Automotive Industry Trends 2023 (What is the future of pre-owned car pricing? How are OEM leaders containing the inflationary pressures on new vehicle prices? How will the SA consumer respond to increased availability of EV vehicles - will it be regulatory or consumer driven? What are consumer preferences regarding options on vehicles?) | Mikel Mabasa - Chief Executive Officer, Naamsa |
| 10h00 - 10h20 | Optimisation & Innovation for Customer Acquisition Optimization and innovation in customer acquisition for auto F&I involve streamlining the customer journey, leveraging digital marketing channels, personalizing offerings, enhancing online presence, collaborating with dealerships, integrating technology, providing customer education and transparency, implementing referral programs, and continuously monitoring and optimizing strategies. These approaches aim to attract customers more efficiently, deliver a seamless experience, and drive business growth in the auto F&I sector. | Lee Naik - Chief Executive Officer, TransUnion Africa |
| 10h20 - 10h40 | The new customer mandate This presentation delves into what the new customer mandate is and their expectations, the customer maturity cycle and businesses response, caretaking the customer in the digital era, how you can make an individual difference in the absence of technology and customer retention in the digital era. | Imraan Rassool - GM: Strategic Growth and Innovation, Innovation Group |
| 10h40 - 11h00 | The ultimate and difinitive sales approach! The job of an F&I manager involves obtaining financing for the dealership's new and used vehicle buyers and creating additional income for the dealership via the sale of protective packages. This includes auto loans, insurance, protective packages, and evaluating their financial position by checking credit scores before approving the purchase. What is the ultimate sales approach for F&Is to use for customer satisfaction and revenue for the business? | Mark Keating - CEO, Sales Guru |
| 11h00 - 11h20 | Telematics Trends and Their Impact on Automotive Industry: Implications for F&I Managers This presentation covers the latest telematics trends in the automotive industry, including the rise of ADAS systems, usage-based insurance, connected cars, fleet management, predictive maintenance, autonomous vehicles, and data analytics. This includes discussions on the implications of these trends for F&I managers, including how they can leverage telematics data to improve customer engagement, increase profitability, and reduce risk. Additionally, we can highlight how F&I managers can adapt their strategies to meet the changing needs of the industry and take advantage of emerging opportunities in the telematics space. | Grant Fraser - Managing Director, Netstar |
| 11h20 - 11h40 | Digital integration of insurance into the dealmaking process The digital integration of insurance into the dealmaking process refers to the use of technology to streamline and automate the process of obtaining insurance coverage for transactions. The digital integration of insurance into the dealmaking process is seen as a positive development in the insurance industry, as it helps to improve efficiency, reduce costs, and increase transparency and accountability in the insurance process. | Pieter Erasmus - Co-founder, Ctrl Technologies |
| 11h40 - 12h00 | Break and exhibition visits | |
| 12h00 - 12h20 | The value of compliance Compliance is essential in the automotive F&I (Finance and Insurance) industry as it helps dealerships and finance companies operate ethically, legally, and effectively. Overall, compliance is a critical aspect of the automotive F&I industry. By prioritizing compliance, dealerships and finance companies can reduce legal risks, build customer trust, improve customer satisfaction, enhance efficiency, and protect their reputation. | Christo Claassen - Managing Director, & Delia Green, Training Manager, VAPS Consultancy |
| 12h20 - 12h50 | Compliance and regulatory issues in automotive F&I sales The automotive industry is heavily regulated and faces increased scrutiny, particularly regarding finance and insurance practices. What are the latest legal frameworks to unpack and how do these affect the work of F&I professionals? | 1. Lynn Packirie - Compliance Manager, Tavcor 2. Esmari Marais - Group Compliance Manager- Hatfield Motor Group 3. Tony van Niekerk - Editor in Chief, Cover 4. Charene Nortier - Manager: Financial Advisers and Intermediaries, FSCA |
| 12h50 - 13h20 | Risk management in an automotive F&I environment Every motor dealership that is also a financial services provider must adhere to the operational ability requirements demanded by the Financial Sector Conduct Authority (FSCA). Any non-compliance with any of the requirements will attract sanction and possible heavy fines. As all penalties are openly published, the resultant reputational damage could prove devastating, particularly now that penalties are quick to find on social media. | 1. Caroline Viljoen - Head of F&I and KI, Eastern Cape Motor Group 2. Christo Claassen - Managing Director, VAPS Consultancy 3. Deon O’Neil - Senior Manager: Motor Dealers, Netstar 4. Fulufhelo Mandane - Head of Sales: Vehicle and Asset Finance, Absa |
| 13h20 - 13h50 | The role of F&I in promoting financial wellness and education An F&I manager has one of the most vital jobs in the dealership. Their responsibilities involve protecting the dealer, obtaining financing for the dealerships new and used vehicle buyers and creating additional income for the dealership via the sale of protective options. Additionally, F&Is are required to promote a customers' financial wellbeing and education. | 1. Mike Eksteen - Sales Executive, Innovation Group 2. Peter Wood - Group Head F&I, Halfway Group 3. Nick Hayes - Dealer Principle, Marble Gold Group |
| 13h50 - 14h15 | Break and exhibition visits | |
| Breakaway and workshop sessions | ||
| 14h15 - 14h45 | Clive Killian - Executive Head of Distribution, MVIA Break away 1: How to increase benefits and optimise earnings in every deal. 1. The art of upselling: Increasing benefits without compromising customer satisfaction 2. Negotiating for success: Tips and tricks for optimizing earnings in deals 3. Understanding the value proposition: How to communicate the benefits of your product or service 4. The power of add-ons: Strategies for increasing earnings through additional products or services | Adrinell Maree - Manager: F&I and Business, CFAO Motors & Francina Thulare - Business Manager - Hatfield VW Pretoria, Mastercars Break away 2: Streamlining paperwork and document requirements to assist with F&I sales and customer experiences. How to develop standardised document requirements and processes across the industry. The impact of inconsistencies on customer experience. How to use technology to streamline document collection and reduce errors. Tips to implement effective training and quality control measures to ensure consistency across the value chain. |
| 14h45 - 15h15 | Cherise Dennis - Senior Manager: F&I, Avis Southern Africa Break away 3: Overcoming objections and closing the deal in F&I Everybody is looking for the magic formula to turning a customer’s “No” into a “Yes” in less than 60 seconds. But there is no formula, and no one is naturally gifted at overcoming objections. | Christo Claassen - Managing Director, & Delia Green, Training Manage, VAPS Consultancy Break away 4: FIC - Compliance in perspective FIC (Financial Intelligence Centre) compliance is an essential component of the regulatory environment in the automotive F&I (Finance and Insurance) industry. FIC compliance is necessary for dealerships and finance companies to adhere to anti-money laundering (AML) and counter-terrorism financing (CTF) laws and regulations. This break away session looks into key considerations for FIC compliance in automotive F&I. |
| 15h15 - 15h30 | Break and exhibition visits | |
| 15h30 - 16h00 | Marcelle Applecryn - Owner - EasiBi Break away 5: Leveraging customer data and analytics to drive F&I sales growth Leveraging customer data and analytics is a critical aspect of driving F&I sales growth in the automotive industry. This workshop looks into some strategies and considerations for F&Is to keep in mind. | Liezel Strydom, Chief Operating Officer, & Anri Carney, Seriti Solutions Break away 6: Customer-centricity in the digital age and the value of the F&I manager In a modern world, characterised by constant digital innovation and transformation, apps and online portals are a dime a dozen offering a variety of self-service options. But, does a digitised process and bot-driven conversations apply to all customers? F&I Managers have a valuable role to play in developing and driving a customer-centricity model that works for and appeals to the different customer and generational groups. |
| 16h00 - 16h30 | Shaheen Suliman, Head of Islamic Banking & Asad Kaka Islamic Banking National Sales Head - Absa Break away 7: Islamic Finance and Insurance: Understanding the basics, ethics and technicalities Islamic finance is financing that operates under Islamic law. For lenders, Islamic finance ensures that their Muslim customers have shari’ah compliant vehicle finance plans. And, for Muslim customers, it allows them to get financing for all their needs, while still complying with their religious laws; the culture prohibits the paying of interest to lenders. | Alan Quinn - Financial Services Consultant, Cars.co.za Break away 8: Auto insurers and financiers: What does your future look like? What are the top 5 core competencies for F&I professionals to develop now? auto F&I professionals should focus on developing core competencies in financial expertise, product knowledge, customer service, ethical practices, compliance, problem-solving, negotiation, technological savviness, and a commitment to continuous learning. These competencies will enable them to excel in their roles, deliver value to customers, and drive success in the auto F&I sector. |
| 16h30 - 17h00 | Deon O’Neil - Netstar Senior Manager: Motor Dealers, Netstar Break away 9 - Big Data and Telematics: Redefining Risk in Motor Insurance The advent of Big Data and telematics has revolutionized the motor insurance industry by enabling insurers to better manage and price risk. The vast amounts of data generated by telematics devices, such as GPS sensors and accelerometers, provide insurers with unprecedented insights into driver behavior, allowing them to more accurately predict the likelihood of accidents and tailor policies accordingly. In our presentation, we will explore how Big Data and telematics are redefining risk in motor insurance and what implications this has for insurers, policyholders, and society as a whole. | Break away 10: The technicalities in the I in F&I An overview of the insurance function in the deal process. Key issues that F&I professionals should know when it comes to insurance. This includes coverage options, insurance regulations, deductibles and premiums, claim handling process, understanding exclusions and limitations, insurance score and its impact, add-on insurance products |
| 17h00 - 17h15 | Break and exhibition visits | |
| 17h15 - 17h45 | Clive Killian - Head of Distribution, MVIA Break away 1: How to increase benefits and optimise earnings in every deal. 1. The art of upselling: Increasing benefits without compromising customer satisfaction 2. Negotiating for success: Tips and tricks for optimizing earnings in deals 3. Understanding the value proposition: How to communicate the benefits of your product or service 4. The power of add-ons: Strategies for increasing earnings through additional products or services | Adrinell Maree - Manager: F&I and Business, CFAO Motors & Francina Thulare - Business Manager - Hatfield VW Pretoria, Mastercars Break away 2: Streamlining paperwork and document requirements to assist with F&I sales and customer experiences. How to develop standardised document requirements and processes across the industry. The impact of inconsistencies on customer experience. How to use technology to streamline document collection and reduce errors. Tips to implement effective training and quality control measures to ensure consistency across the value chain. |
| 17h45 - 18h15 | Cherise Dennis - Senior Manager: F&I, Avis Southern Africa Break away 3: Overcoming objections and closing the deal in F&I Everybody is looking for the magic formula to turning a customer’s “No” into a “Yes” in less than 60 seconds. But there is no formula, and no one is naturally gifted at overcoming objections. | Christo Claassen - Managing Director, & Delia Green, Training Manage, VAPS Consultancy Break away 4: FIC - Compliance in perspective FIC (Financial Intelligence Centre) compliance is an essential component of the regulatory environment in the automotive F&I (Finance and Insurance) industry. FIC compliance is necessary for dealerships and finance companies to adhere to anti-money laundering (AML) and counter-terrorism financing (CTF) laws and regulations. This break away session looks into key considerations for FIC compliance in automotive F&I. |
| 18h15 - 18h30 | Break and exhibition visits | |
| 18h30 - 19h00 | Marcelle Applecryn - Owner - EasiBi Break away 5: Leveraging customer data and analytics to drive F&I sales growth Leveraging customer data and analytics is a critical aspect of driving F&I sales growth in the automotive industry. This workshop looks into some strategies and considerations for F&Is to keep in mind. | Liezel Strydom, Chief Operating Officer, & Anri Carney - Marketing Manager, Seriti Solutionss Break away 6: Practical session - Customer-centricity in the digital age and the value of the F&I manager In a modern world, characterised by constant digital innovation and transformation, apps and online portals are a dime a dozen offering a variety of self-service options. But, does a digitised process and bot-driven conversations apply to all customers? F&I Managers have a valuable role to play in developing and driving a customer-centricity model that works for and appeals to the different customer and generational groups. |
| 19h00 - 19h30 | Shaheen Suliman, Head of Islamic Banking & Asad Kaka Islamic Banking National Sales Head - Absa Break away 7: Islamic Finance and Insurance: Understanding the basics, ethics and technicalities Islamic finance is financing that operates under Islamic law. For lenders, Islamic finance ensures that their Muslim customers have shari’ah compliant vehicle finance plans. And, for Muslim customers, it allows them to get financing for all their needs, while still complying with their religious laws; the culture prohibits the paying of interest to lenders. | Alan Quinn - Financial Services Consultant, Cars.co.za Break away 8: Auto insurers and financiers: What does your future look like? What are the top 5 core competencies for F&I professionals to develop now? auto F&I professionals should focus on developing core competencies in financial expertise, product knowledge, customer service, ethical practices, compliance, problem-solving, negotiation, technological savviness, and a commitment to continuous learning. These competencies will enable them to excel in their roles, deliver value to customers, and drive success in the auto F&I sector. |
| 19h30 - 20h00 | Deon O’Neil - Senior Manager: Motor Dealers, Netstar Break away 9 - Big Data and Telematics: Redefining Risk in Motor Insurance The advent of Big Data and telematics has revolutionized the motor insurance industry by enabling insurers to better manage and price risk. The vast amounts of data generated by telematics devices, such as GPS sensors and accelerometers, provide insurers with unprecedented insights into driver behavior, allowing them to more accurately predict the likelihood of accidents and tailor policies accordingly. In our presentation, we will explore how Big Data and telematics are redefining risk in motor insurance and what implications this has for insurers, policyholders, and society as a whole. | TBC - Absa Break away 10: The technicalities in the I in F&I An overview of the insurance function in the deal process. Key issues that F&I professionals should know when it comes to insurance. This includes coverage options, insurance regulations, deductibles and premiums, claim handling process, understanding exclusions and limitations, insurance score and its impact, add-on insurance products |
| 20h00 - 20h05 | Closing | Programme Director |