Principles of Success
The most successful F&I departments across the country have one thing in common: a commitment to process, people, and preparation — every single time.
The F&I Process | Defined
Setting ourselves up for success means following the routing procedure with discipline and intention — from the first hello to the final handoff.
Get to the client quickly — always assume your time has been overpromised. A warm, professional greeting sets the tone for everything that follows. You're not just starting a process, you're beginning a relationship.
FoundationAsk questions to build genuine trust and understand the customer's real needs. The information gathered here customizes the entire finance program — use it. Check for interview questions in every deal review.
Trust BuildingNothing is more important in a car dealership than the car deal. When a client is closed and has agreed to take delivery, ensure it gets done — regardless of how the deal comes back into F&I. Never let the sales team's hard work go to waste.
Priority #1Take appropriate time in the credit review to cover the foundational set-up questions. These unlock the right finance program and the right products for each customer — not generic, but customized.
CustomizationSell the convenience of financing here. Sell loyalty. Sell trust. The base statement captures finance control before the presentation even begins — it's the bridge between the credit review and the program presentation.
Finance ControlPresent the VSC with both the Steak (mechanical & electrical coverage) and the Sizzle (peace of mind, 24-hr roadside, trip interruption, rental car). Do the producers sell both? This is where the deal is truly built.
Maximize Back-EndUse a menu and final waiver to close and disclose — transparently and professionally. Overcome objections and hold the finance program together before focusing on individual products. The A.C.T.I.O.N. close is your tool here.
Close & DiscloseGive a solid T/O back to the sales consultant. Verbally request a perfect CSI score from every client. Leave every customer wanting to come back — the 3 Account Rule means 82% of 3-account customers give us the first shot at their next vehicle.
CSI + RetentionThe Finance Filter
As leaders in the dealership, it's the Finance Manager's responsibility to make good decisions that protect the dealership and result in happy customers — in this order.
Leadership is a Verb
Performance Diagnostics
When production falls short, it traces back to one of six root causes. Knowing them is the first step to eliminating them.
Ethos Group · New England
F&I can be done morally, ethically, professionally, and profitably. The playbook gives your team the language, framework, and accountability systems to win — every deal, every day.