3 Ways To Make F&I Wait Times Productive

Time is a resource car dealerships can't afford to waste. CDK's research consistently shows that excessive time at the dealership negatively impacts dealership Net Promoter Scores, and the F&I office is a repeat offender that hurts these scores. In CDK's recent F&I study, 64% of customers reported having to wait to speak to an F&I Manager — and of those, 76% waited more than 10 minutes.

In many cases, there’s no way around a wait. While one in three car buyers said they'd prefer to set an appointment for the next day rather than wait 30 minutes or more, once a customer leaves the lot without a vehicle, the likelihood of a return decreases.

Here are three ways dealerships can productively fill the wait and improve the overall car buying experience:

1. Move From Passive to Productive Wait

Dealers are already turning downtime into a head start on paperwork. In 2025, 82% of customers received paperwork or a tablet to complete a questionnaire while waiting, up from 73% in 2023. This approach keeps customers engaged and shortens the actual F&I process once they're in the office.

Some dealers may be wary of duplicating paperwork customers have already completed at home or during another stage at the dealership. However, CDK's research showed this wasn't a significant issue. Sixty-five percent of buyers completed paperwork both online and in store, a sharp uptick from 52% two years earlier, but fewer than three in 10 said this created a negative experience. Most simply noted being surprised or indifferent.

2. Introduce Educational Videos

The average vehicle on the road today is more than 10 years old, meaning many customers are likely trading in or replacing a vehicle from a different technology era. Some switch powertrains altogether, moving from internal combustion engine to hybrid or electric — a leap that comes with a steep learning curve. New infotainment and driver-assist features may baffle customers with limited experience with these features.

Dealers can bridge that knowledge gap by offering educational videos during the wait. OEMs often supply this content, which can spotlight features that customers may not have explored during the test drive but are critical to long-term satisfaction. These videos help buyers appreciate the full value of their new vehicle, covering everything from infotainment and connectivity to vehicle charging and other new driver-assist features.

3. Move the Vehicle Walk-Around Up

Most dealers offer a vehicle Walk-around after the purchase, but they often save it for the very end of the process. Sliding the Walk-around into the F&I downtown turns the waiting time into discovery. Customers can get hands-on with quirks that might otherwise cause frustration — like Toyota's fuel cap, which locks with the doors and could confuse a new owner at their first fuel stop. This also creates a chance to guide them through setup tasks like syncing their phone, programming seat memory, or adjusting other personalization settings.

While dealers can't always eliminate the wait, they can decide how customers spend that time. Whether it's paperwork, education or a vehicle Walk-around, dealers can help customers drive off the lot jamming to their favorite playlist instead of being frustrated by idle waiting.