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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