It starts with the arrival of the customer. They either make connection with the salesperson or not. There is no middle ground, and there is not enough time to make up for what isn’t working.
Following hours of test drive, negotiation, deal structure details, and finally agreement, the customer is forced to start again with someone new. And this new person is in charge of every piece of personal information about the customer. Your customer is sequestered in a finance office to discuss more numbers, products, and finalize a commitment with someone often before they trust them. If the deal has dragged on for hours, they enter F&I without an ear for any product whatsoever. They just want to leave, which of course means your F&I Managers blank on the deal. A good F&I Manager can gain a customer’s trust quickly by understanding that this transition can be very frightening for a buyer. The most obvious ploy for a salesperson is to capitalize on a buyer’s ignorance by fast-talking them into product with false promise. But the truth is customers appreciate a transparent understanding of the product, as well as a respect for the relationship. And they buy more because of it.