Sales and Client Relationship Management Flashcards
7 cards from real AFIP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Sales and Client Relationship Management flashcards as text
A customer says they need to 'think about it' after a F&I presentation. What is the most effective response?
Answer: Ask what specific concerns they have so you can address them
Asking about specific concerns uncovers objections you can address rather than letting the customer leave undecided.
Which technique involves summarizing a customer's stated needs back to them before presenting products?
Answer: Reflective listening
Reflective listening confirms understanding and builds trust by showing the customer they were heard.
In the F&I office, building rapport early in the interview is important primarily because:
Answer: Customers are more receptive to products when they trust the presenter
Trust established through rapport increases a customer's willingness to listen to and accept product recommendations.
A customer who previously purchased a vehicle service contract returns to buy a new car. The best CRM approach is to:
Answer: Reference their prior positive experience and build on that relationship
Referencing past purchases shows attentiveness and personalizes the experience, reinforcing the customer relationship.
Which of the following best describes the 'assumptive close' technique?
Answer: Proceeding as though the customer has already agreed to purchase the product
The assumptive close moves the conversation forward by treating agreement as a given, reducing the psychological barrier to saying yes.
A customer asks why the GAP insurance offered in the F&I office costs more than what they saw advertised online. The best response is to:
Answer: Acknowledge the question, explain the coverage differences, and highlight your product's value
Transparently addressing price concerns while explaining value differences maintains credibility and helps justify the offering.
When a customer declines all F&I products, the F&I manager should:
Answer: Document the declination, ensure the customer signs the appropriate waivers, and remain professional
Documenting declinations and having customers sign waivers protects the dealership legally while maintaining a respectful customer relationship.