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From Objection to Opportunity

The Automotive Training Academy by Assurant provides informational video tips to help you and your team deliver better results in an ethical and compliant manner. Our instructors bring decades of real- world automotive experience to this video series, as well as our five-day immersive F&I Professionals course. This LIVE In-person program is offered at our Houston/The Woodlands office. In this video, Trent White explains how to win the deal before it starts. As F&I professionals, our success starts before the deal hits our desk. It begins with how the deal is set up—are expectations realistic? Are we aligned with the customer’s needs? One of the best ways to influence this is by getting involved early, starting with Sales Meetings. Are you part of those meetings? If so, what are you contributing? It’s more than just housekeeping like, “I need accurate mileage,” or “Where are the stips from yesterday’s deal?” It’s about shaping the process before problems arise. Let’s talk about something that quietly impacts our performance: Indirect Objections. These aren’t loud or obvious—they’re subtle. They creep in through poor timing, vague language, or lack of personalization. And they influence the customer before we even present value. The truth is, F&I opponents have found their way into our process. But here’s the good news: you have the power to shut them down before they start. Here are 5 common indirect objections and how to prevent them. 1. “I’m in a hurry” – Transition Time to F&I • Get involved early—take the final turn or bring them in while loading the deal. • Reset expectations with a realistic time estimate. • Let Sales start delivery: sync phones, demo tech, download apps. • Quick service tour = added value. Tip: It’s often the sales team that’s rushing, not the customer. Role-play with them to show what the customer experience really looks like. 2. Improper Product Pre-Exposure • Help Sales build needs awareness early. • Ask about usage, highlight tech, and discuss key features. • Train Sales on the protective benefits we offer. 3. Sales Language – The “Meet or Beat” Trap • “Meet or beat” invites rate objections. • Try: “If our rate is competitive, would you consider our sources?” 4. One-Size-Fits-All Coverage • Don’t default to 5yr/100k contracts. • Match coverage to actual driving habits. • A proper Discovery allows us to personalize for the customer—not to them. 5. Personalizing the Pitch • People buy for different reasons: cost, convenience, peace of mind. • Identify the buyer type and tailor your presentation accordingly. Indirect objections are signals, signs that something in our process needs attention. Don’t ignore them. Don’t settle. Get involved. Lead the conversation. Be the F&I pro your team deserves. You have the tools. You have the influence. Let’s use both starting today. I’m Trent White with the Automotive Training Academy, thank you for watching. Sign up for the F&I school that has won 7 consecutive Dealers’ Choice Awards. https://www.assurant.com/partner-with... academy/f-i-training Make sure to subscribe to the Automotive Training Academy YouTube channel for weekly F&I Tips and more from our team at the Automotive Training Academy by Assurant. For dealer use only. Not for use by consumers. If consumers request coverage details, they should be referred to approved advertising or fulfillment documents.