Paul Brown, Vice President of Training and Development at Ascent Dealer Services, says dealerships must rethink finance and insurance (F&I) as rising vehicle prices, repair costs, and longer loan terms reshape vehicle ownership. During today’s episode of F&I Today, Brown explains how dealerships can improve customer trust while protecting profitability by positioning protection products as financial risk-management tools rather than traditional add-ons.
According to Brown, today’s customers are more informed, more payment-sensitive, and less tolerant of friction during the buying process than “ever before.” Similarly, dealers continue to face growing pressure to help buyers manage higher ownership costs driven by inflation, labor costs, and vehicle pricing.
Reducing F&I friction
He argues that vehicle service contracts, GAP coverage, and related products now play a larger role in helping customers maintain financial stability during extended ownership cycles.
Brown argues that many consumers have substantial negative equity, which often leads to loan terms of 72 months or more. Since depreciation typically exceeds principal reduction early on, customers tend to remain upside down for longer and are more financially vulnerable when trading vehicles or facing unexpected repairs.
However, rather than presenting protection products as optional upgrades, Brown encourages dealers to frame them as tools that help customers avoid sudden financial strain and maintain more predictable ownership costs.
“We need to look at these protection products as something that allows the customer to widen the frame from just a product with a cost to an ownership exposure and experience.”
Brown said dealerships should spend less time overcoming objections and more time reducing friction throughout the F&I process.
“What customers are looking for is flat, even, predictability,” Brown said.
He points to unclear handoffs, repeated questions, rushed transitions, vague explanations, and unexplained delays as common breakdowns that create resistance before product discussions even begin.
Dealers must, Brown asserts, slow conversations down, communicate transparently, and explain how protection products support long-term ownership stability rather than focusing strictly on price.
Reshaping ownership
Brown emphasizes the rising costs of repairs and maintenance, noting that higher labor and parts prices can quickly strain household budgets.
He explains that protection products help customers avoid significant out-of-pocket repair expenses while also enhancing long-term vehicle retention and trade-in value.
Customers who maintain active coverage are more likely to complete recommended maintenance and repairs, which gives dealerships greater confidence during appraisal and reconditioning processes.
Throughout the discussion, Brown connected modern F&I performance to the principles of customer trust, transparency, and consistent operations rather than relying on aggressive sales tactics. He notes that dealerships focused on long-term success should establish repeatable processes that minimize friction and empower customers to make informed ownership decisions
