Chapter 1 - Behaviors
Some Observations
Methodology
Laws
Naturally Competitive People
The Cost Vs. Value Myth
The Impossible "F" Customer
Bad F&I Training
Word-Tracks Won't Save You
Meet the Sales Prevention Manager
Low Commitment to Training?
High Level Problem Solving
Confessions of an F&I Trainer
Chapter 2 - Communication
The Trust Alarm
Being Trustworthy
The Possibility of Possibility
Building Trust
Can You Be Trusted?
Competency
Character
Is It in Our DNA To Lie?
Yellow Lights
Perception Is Reality
Types of Truth
Conversation Is Not Comprehension
Framing Your Conversation
The Science of Framing
GOOD
Chapter 3 - Factors
How We Got Here
The Truth About People
Willpower and Marshmallows
The Lowest Payment Conundrum
The Truth About Vehicles
Follow the Money
Do Your Customers Actually Need Coverage?
What Your Customers Actually Need
Fake News
Chapter 4 - Purpose
Finding Purpose
Storytelling
The Art Of F&I
Cui Bono
Authenticity
You 2.0
S.O.S.
A Culture of Excellence
Chapter 5 - Final Thoughts
Objections
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