“Form a rapport in the first 30 seconds” the customer is in the F&I office, advises Rasheed Creary, business manager at Sutliff Volkswagen in Harrisburg, Pa. “If you don’t do that, you’re going to be shut out.” He added: “Customers think F&I managers are just robotic.” Joking around with them makes the process more enjoyable and increases customer retention.
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