Why Dealers Are Adopting Virtual F&I
- Faster Deal Completion: Deals are typically picked up in minutes, keeping the buying process moving.
- Consistent Coverage: On-demand F&I specialists provide coverage when in-store staff are unavailable.
- Optimized Performance: Faster service and consistent menu presentations can lead to stronger PVR and higher customer satisfaction.
How Virtual F&I Works
In Virtual F&I , customers connect with a trained F&I specialist via video; whether they are in the showroom, at home, or on the go. The specialist walks them through the finance process remotely, handling key steps such as interviews, menu presentations, and objection handling.
Deal submission is quick and streamlined through a secure portal, while in-store contacts handle administrative items like down payments, title, and registration. The result is a collaborative workflow between on-site and virtual teams that keeps deals efficient and compliant.
Keys to Success with Virtual F&I
The Virtual F&I process works best when supported by strong dealership collaboration.
- Sales teams stay focused on their next customer.
- Managers get consistent deal coverage.
- Dealers see stronger F&I results and improved CSI scores.
Smooth handoffs and clear communication are essential. Dealerships that invest in brief team training and process alignment often see faster adoption and better outcomes.
Customer Response
Customers are adapting quickly to Virtual F&I, often preferring the flexibility of a virtual session. As video interactions become more normalized across industries, this digital approach feels intuitive, reducing wait times and improving the overall buying experience.
The Bottom Line
Virtual F&I supplements in-store managers. This process delivers expert coverage when needed, reduces wait times, and keeps the customer experience front and center. JM&A Group’s growing team of full-time associates and over 55,000 completed deals demonstrate the value of this model for modern dealerships.
Watch the full webinar, Virtual F&I: A New Era of Efficiency & Profitability for Dealerships, where JM&A experts Caroline Urrutia, Sr. Advisor, Retail Strategy and Mark Gleteka, Virtual F&I Manager, share lessons from thousands of deals and strategies for maximizing efficiency and customer satisfaction.
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