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What Do You Mean It’s Not Covered?

Discussing contract exclusions builds trust in our Finance Menu Presentations
Michael Aufmuth | Menu Presentation | Focusing on Exclusions

As finance managers, we often spend a lot of time focusing on what is covered by our products. We highlight features and benefits, emphasizing the convenience and peace of mind a contract can provide. However, it’s equally important to be clear about the exclusions. Understanding and communicating what’s not covered is key to becoming a product knowledge expert.


Imagine presenting a service contract, and the customer asks, “What do you mean it’s not covered?” This question can catch you off guard if you’re not fully versed in the contract’s limits and exclusions. For example, consider explaining a service contract that promises comprehensive coverage but has a cap on the payout for certain repairs. If the customer later faces a repair that exceeds this cap, they will be unhappy. Knowing these limits inside and out allows you to set proper expectations.


Similarly, a VSC might exclude repairs due to wear and tear, pre-existing conditions, or certain parts like the battery or tires. If a customer believes these are covered and finds out otherwise when they need a repair damages trust and credibility. Clear communication about these exclusions is essential.


While it’s crucial to highlight a product's benefits and coverage, it’s equally important to be upfront about what’s not covered. This transparency builds trust and helps customers make informed decisions. To enhance your product knowledge, take the time to read and understand every clause in the contracts you sell. Pay special attention to the sections detailing coverage limits and exclusions. Make notes of the most common issues that customers might encounter and how the contract addresses them.


Summarize the key points of each contract, focusing on the exclusions and limits of liability. These cheat sheets can help you quickly reference them during customer interactions and ensure you’re always providing accurate information. Products and their terms can change over time, so ensure you’re up-to-date with the latest versions of the contracts and any changes in coverage. Regular training sessions and updates from product providers can keep your knowledge current.


Gather and share real-life examples within your team of situations where coverage limits and exclusions played a significant role. Discussing these cases can help you and your colleagues understand the practical implications of these details. Always be upfront with customers about what’s not covered. It might seem counterintuitive when making a sale, but this honesty can prevent future disputes and foster long-term trust and loyalty.


It’s easy to get caught up in the positives of what our products cover. However, focusing on what’s not covered is just as important. By thoroughly understanding and communicating these details, we can provide better service, build trust, and ensure customer satisfaction. Remember, it’s not just about knowing what’s covered; it’s about being clear about what’s not. So next time a customer asks, “What do you mean it’s not covered?” you’ll have all the answers they need.

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