Why Is Building Rapport / Determining Needs Is Important To The F&I Process

Building rapport/determining needs includes getting to know the customer by asking questions designed to reveal his situation by getting him to talk about himself. Expansive questions – those that can’t be answered by a simple yes or no – help speed the process. If the F&I manager was able to review the customer’s purchaser’s statement prior to the consultation, it is an advantage.

By learning about the customer’s thought process, the F&I manager can determine what is most suitable for him. For instance, if the customer has a sizable commute and will be putting a substantial amount of miles on the vehicle, an Extended Service Contract is in order. The purpose here is to learn of the customer’s distinct needs, even if the customer himself isn’t aware of them. If this is accomplished, the F&I manager will establish a mutual respect with the customer and have enough facts to determine, and satisfy, the customer’s needs.

The F&I manager is the expert, and as such will provide solutions to future problems the customer may encounter.