F&I managers need to stay current on all protocols within the dealership's vehicle transaction process because customers perceive just one total process, says Dwayne Wiggins of American Financial & Automotive Services. When customers get to F&I, managers must be comfortable enough with all protocols "to be the master of them ... no matter what's going on," he said. A consistent process for all customers is "hugely important."
Mastering all deal elements is key to consistency
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