LAS VEGAS – A customer may spend hours with a car salesperson, selecting the right vehicle and such. But the clock starts ticking when the customer enters the finance & insurance manager’s office for a pitch of add-on products and services. “Studies show the longer a customer is in the F&I office, the lower the customer-satisfaction scores,” says Glenn Roberts, an F&I trainer for Universal Underwriters. Glenn Roberts If 30 minutes in the F&I office is about ...

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