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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

  1. A customer states that their credit union already approved them for financing and they do not want dealer financing. The F&I manager should:

    Answer: Respect the decision, then ask if they would like to compare rates in case the dealer can beat it

    Offering a comparison respects the customer's choice while creating an opportunity to provide value and potentially retain the financing.

  2. Which of the following is an example of an 'emotional close' in F&I product selling?

    Answer: Asking the customer how they would feel if their car broke down and they had no coverage

    Emotional closes connect the product to the customer's personal fears or desires, making the benefit tangible and motivating.

  3. In a high-pressure negotiation, maintaining a calm and confident tone is important because:

    Answer: Calm confidence signals expertise and prevents the customer from feeling manipulated

    A calm demeanor conveys competence and honesty, reducing customer anxiety and resistance during the sales process.

  4. What does 'CSI' stand for in the context of automotive F&I and client management?

    Answer: Customer Satisfaction Index

    CSI measures how satisfied customers are with their experience, and F&I scores directly impact dealership rankings and manufacturer incentives.

  5. A customer asks if the tire and wheel protection plan covers pothole damage. The correct response is to:

    Answer: Review the actual contract terms and answer accurately before the customer signs

    Misrepresenting coverage is a compliance violation; F&I managers must provide accurate information so customers can make informed decisions.

  6. Which of the following behaviors would most damage the long-term client relationship in F&I?

    Answer: Telling a customer a product is required by the lender when it is optional

    Falsely claiming optional products are lender-required is deceptive, violates CFPB guidance, and destroys client trust when discovered.

  7. The 'trial close' technique is best used to:

    Answer: Test the customer's level of agreement during the presentation before asking for a final commitment

    Trial closes gauge where the customer stands emotionally and logically, allowing the F&I manager to adjust the presentation before the final ask.

Sales and Client Relationship Management Flashcards — AFIP Study Cards with Answers