On this episode of Training Camp with Adam Marburger, exclusively on CBT News, Marburger breaks down one of the biggest pitfalls in F&I—pre-judging transactions. Whether it’s a cash deal at the end of the month or an unexpected lease, F&I professionals need to embrace every deal as an opportunity, rather than a frustration. By focusing on the process, treating customers like guests, and eliminating bias, F&I managers can drive both profitability and customer satisfaction.
During today’s conversation, Marburger emphasized the dangers of pre-judging deals in F&I, explaining that frustration over certain transaction types—like cash deals—can negatively impact performance. He then outlines the four essential principles he deems F&I departments need for success:
- Never blame salespeople for how a customer chooses to transact.
- Follow every step of the process, as it exists for a reason.
- Prioritize hospitality over service, making customers feel valued.
- Stay focused on the deal at hand, rather than past or future transactions.
By committing to these principles, F&I managers can create a more profitable and customer-friendly environment. Nevertheless, Marburger reminds dealers that real success is built in training, not just in the moment of execution.
"We can never, ever, ever get upset with our sales team due to the way that our client wants to transact. We need to embrace the transaction for what it is." – Adam Marburger
