F&I Tips is a weekly informational video series brought to you by American Financial & Automotive Services, Inc.’s F&I University (FIU). Our associates bring decades of realworld experience in the automotive industry to this F&I Tips video series, as well as our fiveday intensive F&I School at our corporate headquarters in The Woodlands, Texas.

In this video, Dwayne Wiggins takes on the ’Bought One and Never Used It’ objection that F&I managers often hear.

“I bought one and never used it.”

That is usually what the customer says after you have been through your process, you’ve presented the service contract, and that’s the reason they are giving you for not listening to what you are saying. So how do you address the “…bought one and never used it?”

First, you have to realize that ”…bought one and never used it…” is not the true objection. You have to drill down a little further. Did they buy one and never use it because they had a really good car and didn’t need to? Or, did they buy one and didn’t get to use it because they tried and it didn’t cover anything?

Depending on the reason/why they didn’t use it, that is going to help you know how to better address and discuss with them the reason it would be important to them.

For example, if they said they bought one and never used it because they had a really good car, that is the ‘Really Good Car’ objection. If they say they bought one and never used it because it didn’t cover anything, that could be the fact that they bought the wrong product. This is where you can go in and utilize a brochure and discuss the reasons as to why if they buy this product, it’s an exclusionary product and they will not have that issue because it covers everything on the vehicle except for the 22 listed items.

Remember, “…bought one and never used it…” is something that people say, but that’s not the real objection.

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