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 In this video, Lloyd Trushel discusses the "Fight or Flight" response as it applies to the F&I (Finance & Insurance) sales process in automotive dealerships. He explains that when customers enter the F&I office, they often experience anxiety and subconscious defense mechanisms—essentially, a fight or flight response. Lloyd emphasizes that it’s the F&I manager’s role to recognize these natural reactions and create a comfortable, trustworthy environment that helps customers move past their apprehension. By lowering customer defenses and building rapport, the manager can encourage genuine consideration of F&I product offerings. The video draws on concepts from Lloyd’s book, The Art of F&I, offering practical insights and real-world advice for F&I professionals who want to improve their approach and achieve better results with customers. 

 In this short video, Lloyd Trushel, an F&I training expert, explains that traditional F&I tactics—like focusing solely on objection handling and word tracks—are outdated in today’s automotive industry. He emphasizes that modern consumers are well-informed, skeptical, and often come in with preconceived opinions about F&I products. Lloyd advocates for a more personal and trust-based approach, encouraging F&I managers to engage authentically with customers and build relationships rather than just selling products. This human-centered strategy not only increases product penetration rates but also enhances customer retention and dealership health. Trushel’s training shifts the focus from quotas and PVR to customer trust, lifetime care, and meaningful conversations that connect F&I services to the customer’s real needs.