Details of the 5 W’s every VSC customer should know


Reinforcing why the company now has 15 years of honors from the Better Business Bureau (BBB), GWC Warranty detailed another way dealers can explain the benefits of vehicle service contracts (VSC) so their customers can leverage the full value.

GWC Warranty — provider of used-vehicle service contracts sold through dealers — acknowledged that the reasons why dealers sell a vehicle service contract may vary, but in general a VSC can provide dealers a way to avoid post-sale complaints and protect customers in a way that keeps them coming back time and time again.

But in order to provide the type of experience that yields these desired results, GWC Warranty stressed to F&I managers that it’s all in how you present a service contract to your customers. Stealing a page from a reporter’s handbook, GWC Warranty compiled the five W’s (who, what, when, where, why) that every customer should know in order to preserve a positive post-sale experience.


First and foremost, GWC Warranty emphasized your customer should leave knowing everything there is to know about your VSC provider.

“Highlighting the length of time the company has been in business, how much they’ve paid in claims and any awards or endorsements from recognizable industry names will help your customers feel more confident in their service contract purchase,” GWC Warranty said.


By the time a customer signs on the dotted line for a service contract, GWC Warranty acknowledged it’s the end of a car-buying process, and they’re likely chomping at the bit to get behind the wheel of their new car.

“Knowing this, it’s understandable how some vital details about how a service contract works can get overlooked,” the company said. “You can let your customers know what’s covered when you sell a service contract but point them toward online coverage lookup tools from the VSC provider that can help them get quick answers about coverage whenever they need them.


GWC Warranty stressed to dealers that it’s impossible to know when a customer will need a service contract.

“It could be on vacation, during work travel or right in the middle of a busy week with the kids,” the company said. “Because of this unpredictability, it’s important to highlight for your customers when a service contract comes with roadside assistance, rental car coverage or lodging reimbursement and how to utilize each benefit.

“This will help your customers easily overcome an expensive repair, regardless of when it happens,” GWC Warranty added.


GWC emphasized that knowing where your customers can take their vehicles in the event of a covered repair is another important point to share with them.

The company suggested that using your provider’s Find-A-Shop tool can help you point to local preferred service facilities near where they live.

“Sharing this tool with them at the time of sale can also help them look up shops anywhere in the country should a breakdown occur away from home,” GWC Warranty said.


GWC Warranty pointed out that it’s last but certainly not least.

“In fact, why customers need a service contract would be your leading talking point during a VSC presentation,” the company said.

“A great tool for this is video, given its engaging and concise manner in which it delivers a message,” GWC went on to say. “A video that covers the cost of common repairs can be an enlightening experience for customers who may not realize just how devastating a major repair could be to their monthly budget.”

More dealer assistance can be found at GWC Warranty's blog .

GWC Warranty celebrates 15 years of better Business Bureau Accreditation

In other company news, GWC Warranty has been honored by the Better Business Bureau (BBB) for achieving 15 years of BBB Accreditation.

The recognition presented by Edward Johnson III, president and chief executive officer of the Metro Washington DC and Eastern Pennsylvania BBB, states that GWC Warranty “has distinguished itself in promoting the mission and principles of the BBB by being a stalwart Accredited Business for 15 years from 2003 to 2018.”

GWC Warranty chief executive officer and president Rob Glander discussed what that accolade means.

“At GWC Warranty, we strive to be the industry’s best-in-class used vehicle service contract provider. These efforts are driven by the No Worries, Just Drive experience we’ve helped deliver to more than 8.5 million drivers nationwide as part of APCO Holdings,” Glander said.

“It’s been an honor to hold BBB Accreditation for the past 15 years, and we look forward to maintaining our status for many more years to come,” he added.

In addition to being an A+ rated company by the BBB, GWC Warranty is also the nation’s only Motor Trend Recommended Best Buy for Independent Dealers — a distinction the company has held since 2014.