June 1, 2016 - Use features, not names, to describe F&I products, advises Peter Velau of SouthWest Dealer Services. Offering an extended service contract often “elicits an automatic, kneejerk, negative reaction,” he says. Focus instead on what the product does. For example, tell customers that toward the end of the finance contract, when the vehicle may be in need of repair, the service plan will pay 100 percent of the cost of parts and labor.