The Art of F&I™ Training Program
F&I Without
Word-Tracks.
Most F&I training gives you scripts. Lloyd Trushel's program gives you something that actually works: a framework for earning genuine trust before the menu ever appears.
A Note From the Author
"If you're reading this book with the expectation of a handbook, a technical guide, or maybe '10 actionable tips to raise your PVR' — this may not be the book for you. Instead, this is a journey into the minds of our customers, and the behaviors happening inside our dealerships. It's less about learning closes, and more about developing process. Instead of word-tracks, we'll talk about critical thinking, and true intent."
"The moment there is a suspicion about a person's motives, everything he does becomes tainted."
"I write this, not for the many, but for you; Each of us is enough of an audience for each other."
The Book's Core Argument
Something Is Still Missing.
There are many books on how to succeed in F&I. Experts are everywhere trying to give you advice on how to be successful. Yet something is still missing. Customer satisfaction is incredibly low. People dislike the buying process. Nearly 6 out of every 10 customers skip buying a vehicle service contract from their selling dealer, while third-party competition is thriving on selling to those same customers.
"To be clear, my goal is not to help you sell more products and make more gross. It's about engaging in behaviors that organically create more product sales, and more gross. Because your customer wants to be protected, everyone does. They just don't like the way coverage is being offered…" — Lloyd Trushel
"The truth is; different methods and behaviors work differently in different cultures. In other words, one size does not fit all."
Behaviors
Cost vs. Value Myth · The Impossible "F" Customer · Bad F&I Training · Word-Tracks Won't Save You · High-Level Problem Solving
Communication
The Trust Alarm · Building Trust · Yellow Lights · Conversation Is Not Comprehension · The Science of Framing
Factors
The Truth About People · Willpower and Marshmallows · Follow the Money · What Your Customers Actually Need
Purpose
Finding Purpose · Storytelling · The Art of F&I · Authenticity · A Culture of Excellence
From the Book: Chapter 1
The Problem With F&I Training
Lloyd Trushel's diagnosis of why conventional training has stopped working — and the behavioral shift that changes everything.
Focused in the Wrong Direction
"Many finance managers operate in the mode of saying 'These are mandatory disclosures' or 'It's my job'. But really, does the customer care about your obligation? No. So you begin thinking about YOUR PVR, YOUR penetration, YOUR profit — but this thinking is focused on you, not them. And they can feel it."
We Sped Up When We Should Have Slowed Down
"Communicating with the customer and making a sale is completely within reach, but often we miss the signals. In the beginning of the transaction, the light was still yellow — but because we have been conditioned to 'hurry up', we pushed for a sale. We sped up, when we should have slowed down."
30 Years. No Perfect Close.
"I'm approaching 30 years in the automotive business. I've never found the perfect close. I've never found anyone that can inspire the customer to purchase products 100% of the time. But the most successful finance managers I've worked with consistently had much higher numbers than their peers — and their behaviors were different."
★ Amazon Best Seller — Business Insurance
The Book
The Art of F&I:
Conversations from The Box
The only F&I book that rejects word-tracks entirely. A journey into the minds of your customers and the behaviors happening inside your dealerships. Less about learning closes — more about developing process. Instead of word-tracks, critical thinking and true intent.
By Lloyd Trushel · ISBN: 9780578623269
What Readers Say
F&I Managers & Industry Voices on The Art of F&I™
"The stories are about F&I, but the principles are about life." — Lloyd Trushel
"Things are not the same as they were 20 years ago, but F&I training has not changed. This is the best approach to being an F&I manager. When we realize it's about the customer and the customer experience, we will organically sell more products. I have been in the industry for 20 years and I can tell you that this would have changed my world if I had this when I started — if you are in F&I you need the book..."
"THE ART OF F&I — is a great read. It was quick & entertaining with stories told by an F&I guy. His no-nonsense approach to connecting with others is highlighted in this must read. Highlight, underline, and take notes in it. It will be a great addition to your F&I library of knowledge."
"Your book is AWESOME. Hits the nail right on the head with the ART of F&I… [B]est is not about lowest payment but about how you handled the customer and gave them YOUR BEST! Thanks for the book — greatly appreciated and will become a part of my training with F&I Managers."
"It truly was a great read. So many people can benefit from the wisdom shared. It's put together in an easy to relate to format. Definitely not like many of the other books out there. Simple suggestions to becoming the best F&I Manager FOR YOUR CUSTOMER!! You hit it out of the park, Lloyd!!"
"Just finished reading The Art of F&I, what a great read. I loved that it confirmed to me that I'm doing the right things in the box and having story time with customers to earn their trust and presenting protections in a way that helps them. I'm glad I picked this book up."
"Thank you for writing this book. Your book spoke to my heart. I love helping people, I have a heart for service! Your explanation about how our brains work explained a lot about me, to me! Also — your personal note that was in your book was very thoughtful. Nice touch!"
"Great book! Easy read. Everyone in the dealership should read it."
"F&I Manager or not, this book is a fantastic read. Overall, the tools in this book will help create a unique experience for the people you engage with. So many great points on trust, being genuine and balancing the customer's needs with your own."
"A refreshing take on F&I process, steering away from the classic 'objection handling' tone that most F&I training leans toward. This book is truly about providing the 'Best Ownership Experience'™ for your clients while remaining profitable. Highly recommended to F&I Managers or really to anyone working in the automotive sales industry."
"I enjoyed the fresh feel for a new approach in the box."
"If the customer experience is something you want to improve, then The Art of F&I is your starting point."
"I had my best month ever after finishing the book!"
"The book is great. It's completely changed my view on everything beyond F&I."
Free Training
8 Free Lessons. No Sign-Up.
Each lesson is a complete, self-contained PDF module drawn directly from The Art of F&I™ training curriculum. The Cost vs. Value Myth. The Impossible "F" Customer. Yellow Lights. The Science of Framing. Start anywhere.
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The Art of F&I™ Coaching Program gives your team a complete behavioral system for earning genuine trust, reading customers, and building an F&I experience that creates lifetime buyers.