F&I managers can’t let frustration over customer objections show, even with body language, which can say: “If you’re not going to buy anything, then get the heck out of my office,” according to F&I trainer Ron Reahard. It’s important to explore the customer’s real motivation. Use reflective probes, Reahard advises, such as, “So you feel like it’s more than you can afford?” or “You’re not sure you need the protection?”
To sell F&I, keep calm and carry on
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