AFIP Sales and Client Relationship Management 2 — Questions and Answers
Question 1: A customer says they need to 'think about it' after a F&I presentation. What is the most effective response?
- End the conversation and schedule a follow-up call
- Ask what specific concerns they have so you can address them (Correct answer)
- Offer a lower price immediately to close the deal
- Remind them the offer expires today to create urgency
Correct 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.
Question 2: Which technique involves summarizing a customer's stated needs back to them before presenting products?
- Assumptive close
- Reflective listening (Correct answer)
- Feature dumping
- Hard sell
Correct answer: Reflective listening
Reflective listening confirms understanding and builds trust by showing the customer they were heard.
Question 3: In the F&I office, building rapport early in the interview is important primarily because:
- It allows the F&I manager to control the pace of the sale
- Customers are more receptive to products when they trust the presenter (Correct answer)
- It satisfies a regulatory disclosure requirement
- It reduces the time spent on paperwork
Correct 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.
Question 4: A customer who previously purchased a vehicle service contract returns to buy a new car. The best CRM approach is to:
- Start the F&I presentation from scratch as if they are a new customer
- Reference their prior positive experience and build on that relationship (Correct answer)
- Offer them a discount to reward loyalty without a full presentation
- Skip the needs assessment since you already know their preferences
Correct answer: Reference their prior positive experience and build on that relationship
Referencing past purchases shows attentiveness and personalizes the experience, reinforcing the customer relationship.
Question 5: Which of the following best describes the 'assumptive close' technique?
- Asking the customer to make a final decision immediately
- Proceeding as though the customer has already agreed to purchase the product (Correct answer)
- Assuming the customer cannot afford additional products
- Presenting all products simultaneously to save time
Correct 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.
Question 6: 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:
- Tell them the online price is likely for inferior coverage
- Acknowledge the question, explain the coverage differences, and highlight your product's value (Correct answer)
- Match the online price immediately to avoid losing the sale
- Suggest they buy the online product instead
Correct 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.
Question 7: When a customer declines all F&I products, the F&I manager should:
- Pressure the customer to reconsider before signing
- Document the declination, ensure the customer signs the appropriate waivers, and remain professional (Correct answer)
- Notify the sales manager to intervene
- Offer the products again at a reduced price
Correct 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.
AFIP Sales and Client Relationship Management 2
A customer says they need to 'think about it' after a F&I presentation.
What is the most effective response?