“Answer questions, and don’t treat them as objections. Objections almost always are statements. A simple question is a question.”
-Tony Dupaquier, American Financial Services
“We sometimes complicate it so much, the customer doesn’t know what we’re talking about. What’s credit life? You die, it pays off the car. Don’t say: ‘In the event of an untimely death…’ Use your own natural way of speaking.”
- George Angus, F&I consultant, Team 1
“Talk regularly to the sales managers by sitting with them at their desks. Two heads are better than one.”
- Rebecca Chernek, F&I consultant, Chernek and Associates
"Step back, analyze your customer base and pick products that meet their needs. This will deepen your product penetration, shorten the sales process for your team and increase your revenue potential."
- John Stephens, senior vice president, EFG
“Some F&I veterans are used to being vague in their presentations, but Millennial buyers want full disclosure and specific information – and they want it fast and upfront.”
- Shaka Dyson, F&I trainer
“The consumer doesn’t want a 4-hour buying process.”
- Bob Carter, senior vice president, Toyota Motor Sales U.S.A.
"How do you increase your profits on throughput? Accessories represent an opportunity."
- Ron Lamb, president Reynolds & Reynolds
“A better-educated consumer is a good thing. It’s good for them. It’s good for dealers and it’s good for us.”
- Jeff Brown, Ally CEO
Quotable quotes from industry experts and executives.
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