Let’s not sugarcoat it; modern vehicles are no longer just engines, transmissions and tires. They’re computers on wheels, and with every new model year, they get more complex, more connected and more expensive to repair.
We’re talking over 100 million lines of code packed into the average new vehicle. That’s not an exaggeration. That’s reality. For comparison: Apollo 11, the mission that landed men on the moon, ran on just 145,000 lines of code. The fighter jets from “Top Gun: Maverick”? About 25 million. Your customer’s SUV? Four times that.
And with that complexity comes one simple truth: When it breaks, it breaks big.
Let me ask you something: How do you maintain a line of code? You can’t. You don’t change the fluid. You don’t rotate it. There’s no 30,000-mile service for digital faults. It either works or it doesn’t.
And when it doesn’t, the impact can be massive. A single misplaced comma or a zero where a one should’ve been can send a ripple effect through the entire system. Lane-assist stops assisting. Adaptive cruise loses its mind. Airbags don’t deploy. And when that failure happens outside the factory warranty, your customer is looking at a repair bill he never saw coming.
This is exactly why vehicle service contracts are no longer optional but essential. But here’s the catch: Your F&I team must know how to help the customer understand that. That’s where most stores fall short.
The key? Coaching your dealer clients' teams to do more than sell. Teach them how to truly help customers. Show them how to connect. To educate. To communicate the real risk. To explain that they’re not just offering protection but helping customers navigate ownership in a world of rolling complexity. People must learn something, feel something, and be motivated to do something.
This is where we separate good F&I managers from great ones, even masters. The great ones don’t talk about products. They talk about reality. They paint the picture: “Your vehicle is powered by millions of lines of code. When it breaks, it’s not a sensor, it’s a system. And it’s expensive.”
If you're a dealer reading this, ask yourself: does my F&I team have all the tools to explain that reality to our customer? Are they building real value in protection or just checking boxes on the menu? Are they getting through deals and whatever training I am providing, or are they really getting something from the training? Because if they’re just hoping for a bump in PVR and moving on, they’re missing the bigger play.
And if you’re an agent, let me give it to you straight: The most profitable stores aren’t just well-compensated, they’re well-trained. They know how to connect with customers and close deals based on need, not pressure. If your stores aren’t getting there, they don’t need a new product; they need a new process.
Every feature – power liftgates, remote start, cross-traffic alerts – is governed by some form of code. One fail, and it can take down multiple systems. You’ve got 30-plus computers inside a vehicle, all talking to each other. If one stops, they all go quiet.
VSCs aren’t simply good business but smart business. They reduce chargebacks. They increase customer satisfaction index. They boost retention. But more than that, they protect the customer from the one thing he or she will never see coming: a digital failure that takes down their vehicle.
We’re not in the business of selling add-ons. We’re in the business of protecting people. And if your team isn’t trained to communicate that message with clarity and confidence, it’s costing you deals. If you want to raise performance, increase penetration, and build customer trust at the same time, give your team the training they deserve.
Your customers are driving rolling supercomputers. It’s time your F&I managers started selling like it. And remember, it’s a beautiful day…to help a customer!
Justin B. Gasman is a senior training consultant with Reahard & Associates. With a father who was an F&I manager, he began his own industry career in 2003. In 2014, he won first place in F&I and Showroom’s F&Idol contest and helped his dealer earn F&I Pacesetter status, putting it on the map. Justin is AFIP Master- certified and ACE-certified.
