Don't give up on customers who have taken a pass on all F&I products, says Steve Justice, director of sales and F&I operations at Lithia Motors Inc.
Justice says one of the retail group's best practices is for the F&I manager to turn uninterested customers over to the sales manager or finance director for one more pitch for an extended service contract or other F&I product.
Lithia has fixed prices for F&I products, so price isn't negotiable per se, Justice says. But sometimes a different deductible or term will accomplish the same thing. As the manager makes a final review of the documents, he or she might say, "I see you didn't take advantage of any of our protection items, are you aware we have it at this term and this deductible?"