Needs Discovery
Definition
A structured process used to uncover customer priorities before presenting F&I solutions.
Why It Matters
Needs discovery is the foundation of effective F&I selling. When you understand the customer's specific situation, you can position products as solutions rather than add-ons.
Examples
- Ask about how they plan to use the vehicle, their budget concerns, and their risk tolerance
- Effective needs discovery increases PRU by 0.3-0.5 products per vehicle
Related Terms
Menu Presentation
A standardized, compliant format for presenting F&I product options side-by-side.
Objection Prevention
A strategy focused on eliminating customer objections before they form through clarity and structure.
PRU (Products Per Retail Unit)
The average number of F&I products sold per vehicle, calculated by dividing total products sold by total retail units delivered. A PRU of 2.0 means you are selling an average of 2 products per car.