By Tony Dupaquier
TR A INING
OBJECTION HANDLING
FOR DEALERS
F&I; pros are experts at handling objections, which
might explain why many are resistant to change.
Trainer explains how dealers and GMs can answer
fve common objections from the fnance offce.
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I love f nding ways to overcome objections. Every
l
mo
o
month, I lead a class that includes at least 20 business
ma
a
managers from around the country. We teach a complian
n
ant F&I; process with a strong focus on handling objectio
o
tions from customers in the f nance ofce.
In addition to the monthly class, I hold at least 20
one-day workshops around the country every year. Each
will include between 20 and 50 business managers, and
objection handling is the primary focus. Finally, to
completely torture myself, I host a workshop at the F&I;
Conference, part of the annual Industry Summit, called
"Stump the Pro," where attendees throw random objections at me.
I do all this to help prepare, train and teach business managers how to efectively handle objections, and
they're good at it. … maybe too good.
Recently I have been contacted by dealers and general managers looking for objection-handling strategies
of their own. Tey want to help their F&I; pros improve
their production, but their stafers are reluctant to make
changes. With that in mind, let's work on overcoming
objections dealers typically hear from their F&I; pros.
OBJECTION NO. 1: "WHAT'S IN IT FOR ME?"
When you suggest a change in process, ofer training or
introduce a new product or provider, you must explain
how it benefts the F&I; staf. New processes, for example, can save time and aggravation. Of-site training is
a chance to spend some time away from the store and
learn new skills. Higher production will help them pro-
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AUTO DE ALE R MONTHLY • FE BRUARY 2014