Customers absorb only about 20 percent of what they’re told in the F&I office. So when it’s time to talk about add-on products, F&I managers should “focus initially on questions that show a genuine interest in the customer,” says Rick McCormick of Reahard & Associates. Once a manager determines what products would serve a customer best, the next steps are to “sell with emotion and close with logic.”
Connect first, sell second
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