Over the past year, I have traveled the country training F&I professionals on the importance of delivering a seamless customer experience. The key to this process is to help customers see the need for specific products or packages. While many F&I managers understand the techniques conceptually, executing them effectively in a live setting presents a different challenge. The hesitation often stems from a lack of confidence.
We don’t advocate for scripted presentations. Instead, we believe in having a conversation with purpose, which helps customers see how our products will benefit them. An F&I professional must know what to say when giving a customer a gentle nudge toward a positive buying decision. To bridge this gap, I incorporate role-playing into training. This builds confidence and competence.
One crucial aspect of training is educating customers about financial trends and rising vehicle repair costs. When customers understand those factors, they are far more likely to recognize the value of a vehicle service contract. Recently, I developed a technique inspired by my mentor, Rick McCormick, who encouraged me to track AutoZone’s stock. What started as a simple observation evolved into a compelling, data-driven conversation that highlights the financial logic of purchasing a VSC.
AutoZone Case Study: A Story of Unstoppable Growth
Imagine a small auto parts store opening on July 4, 1979, in Forrest City, Ark. At the time, it was a modest operation with a simple mission: to provide affordable auto parts to everyday consumers. The company expanded rapidly in the 1980s, pioneering innovations like electronic catalogs and the Loan-A-Tool program. By 1991, it grew to over 500 locations and went public on the New York Stock Exchange at $27.50 per share.
Over the following three decades, AutoZone revolutionized the automotive parts industry. By 2005, it was trading at $90 per share. By the 2010s, it surpassed 4,000 stores. Fast-forward to 2023, and AutoZone had more than 7,100 locations, with its stock up to $2,500 per share. As of 2025, AutoZone’s stock is among the most expensive on the market, reflecting a staggering 48,000% increase since its initial public offering. Its stock price tripled from $1,062 in 2019 to over $3,474 in 2024.
What That Means for Vehicle Owners
AutoZone’s success is built on one simple reality: The cost of auto parts never decreases. If after-market parts have skyrocketed, OEM parts, which are already more expensive, have followed the same trend. According to the U.S. Bureau of Labor Statistics, vehicle repair costs increased by 20% between July 2022 and July 2023 alone. Labor rates have nearly doubled in the past five years from an average of $110 per hour to nearly $190 per hour today. Modern vehicles require specialized knowledge and technology, further driving up repair costs.
The Power of Locking in Costs
A customer may not have needed a VSC on a 2019 model, but in 2025, we live in a different financial landscape. The cost of vehicle repairs is unpredictable. In an inflationary environment, the ability to lock in costs is invaluable. That’s why homeowners secure fixed mortgage rates. A VSC functions in the same way—it allows customers to lock in today’s repair prices and shield themselves from inevitable future increases.
A $1,500 repair today could easily cost $2,500 in five years—but not for a customer who purchased a VSC. That repair is already covered at today’s price. Most people would jump at the chance to lock in gas prices at $2 per gallon long term. A VSC offers the same security but for vehicle repairs over the next five, seven, or even 10 years.
The AutoZone Price-Check Nudge
The next decline you get, open Yahoo Finance and pull up AutoZone’s stock chart. Click on the five-year chart and illustrate this point. Then ask the customer a simple question: “If the cost of auto parts has skyrocketed, what do you think has happened to the price of repairs?” Now use the AutoZone Price Check nudge:
“If you buy the service contract today, that $1,800 repair stays $1,800 for you—even if it jumps to $3,600 in five years. And since it’s rolled into your loan, it’s already paid for. Would you rather have variable repair costs or lock them in today? Just like AutoZone customers check prices before buying parts, most customers today want to price-check their future repair costs. What will you do?”
DIG DEEPER: Service Drive Satisfaction Steady
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.
