There is one word you are using in the F&I box that gives your customer permission to say no.
In this short training clip, Adrian Anania warns F&I professionals that the word "if" is the single most damaging term they can use when speaking with customers. He explains that saying "if" (e.g., "if you experience a road hazard") is impersonal and signals to the buyer that the salesperson isn’t interested in the customer’s specific situation, effectively giving the customer permission to say no. By removing "if" and instead asking directly about the buyer’s personal circumstances, the salesperson can create a genuine connection, shift the interaction from a transaction to a relationship, and increase the likelihood of closing the sale. Anania concludes with a call‑to‑action, inviting viewers to DM @systeme for a free framework that expands on this approach.
Chapters
More from Adrian
"What's it gonna take. When can we get you in this?" That's not closing, that's begging.
A high payment customer walks in with a pre-approval from their credit union. Most managers panic
You are the author of your own story. Every deal, every choice in the box is a page you're writing,
Every new manager walks toward the same hole. No real training. No loop. No one watching the deal
You bought the best training program in the country. Six months from now, it won't matter.
Someone drew a fancy graph on a whiteboard, capped the marker, and called that my F&I training.
Most of your PVR is won or lost in the first six minutes, before the customer ever sees the menu.
