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
Which of the following is an example of a 'third-party story' sales technique in F&I?
Answer: Sharing how a similar customer benefited from a product after an unexpected repair
Third-party stories use relatable scenarios to help customers emotionally connect with the value of a product.
The primary goal of a needs assessment interview in the F&I process is to:
Answer: Understand the customer's lifestyle, priorities, and risk tolerance to recommend relevant products
A needs assessment tailors the product presentation to the customer's actual situation, increasing relevance and acceptance.
A customer expresses concern about adding monthly payments for F&I products. The most effective reframe is to:
Answer: Convert the monthly cost into a daily amount to illustrate affordability
Breaking down cost into a per-day figure makes the expense feel manageable and less intimidating.
Which behavior is most consistent with ethical client relationship management in F&I?
Answer: Recommending products based on the customer's disclosed needs and financial situation
Ethical F&I practice requires aligning product recommendations with customer needs, not dealer profit motives.
Following up with a customer after vehicle delivery is primarily valuable because:
Answer: It demonstrates ongoing care, builds loyalty, and generates referrals
Post-sale follow-up reinforces the relationship, increases customer satisfaction scores, and encourages repeat business and referrals.
When presenting a menu of F&I products, the F&I manager should present packages rather than individual products primarily to:
Answer: Anchor the customer at a higher value and allow them to feel they are customizing their purchase
Menu selling with packages creates an anchoring effect and gives customers a sense of choice and control, which increases acceptance.
A customer becomes frustrated during the F&I process because it is taking too long. The best response is to:
Answer: Acknowledge their frustration, apologize for the wait, and focus efficiently on their highest-priority needs
Acknowledging frustration with empathy and redirecting to efficiency preserves trust and keeps the customer engaged.