Here are his tips for getting customers to say yes to three F&I mainstay products.
1. Extended service contract
Objection: "I've had five Hondas and never had a problem yet."
Response keyword: "Technology"
Suggested reply: "The factory warranty covers your car and Honda makes a very good car. Its motors and transmissions are legendary. The chances of your having a problem with those are slim and none.
"However, if you do have a problem, the service contract covers the rest of your vehicle: the computers, the entertainment, the backup cameras, the sensors, the buttons and so on."
2. Wheel-and-tire coverage
Objection: "I've never damaged a tire."
Response keywords: "Road hazard"
Suggested reply: "When was the last time you dodged something in the road -- a dead animal, a live animal, any kind of road hazard? A road hazard is something in the road that isn't supposed to be there.
"If you have wheel-and-tire, you don't have to worry if you're not able to dodge whatever is in the road that isn't supposed to be there. And the coverage extends to the wheel, not just the tire."
3. Guaranteed Asset Protection
Objection: "I haven't wrecked a car in 42 years."
Response keywords: "Natural disaster"
Suggestion for formulating a reply: "In your presentation, don't ever have the customer [hypothetically] wreck the car. Make the loss something natural, something the customer can't control -- flood or hail damage or the first snow of the season, the first ice. Doesn't your body shop like the first day it rains, when it hasn't rained in a couple of weeks?"