AFIP Sales and Client Relationship Management 2

Question 1

A customer says they need to 'think about it' after a F&I presentation. What is the most effective response?

Accepted Answer

Ask what specific concerns they have so you can address them

Answer

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?

Accepted Answer

Reflective listening

Answer

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:

Accepted Answer

Customers are more receptive to products when they trust the presenter

Answer

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:

Accepted Answer

Reference their prior positive experience and build on that relationship

Answer

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?

Accepted Answer

Proceeding as though the customer has already agreed to purchase the product

Answer

The assumptive close moves the conversation forward by treating agreement as a given, reducing the psychological barrier to saying yes.

(AFIP) Certified Association of Finance & Insurance Professionals Practice Test