Car Dealer Magazine: Issue 74 by Blackball Media

DRIVEN: HAS MINI PULLED OFF MIRACULOUS THIRD ALBUM?

Issue 74 | May 2014

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ST TE A G E M 4 X 4

L I A TR

ADERS O R F F O H S O P IN BATTLE IT OUT S MUDDY WALE

S ER Z A BL interview

FIRST DRIVE MODERN-DAy E-TYPE COUPE ES FINALLY ARRIV

LOMEPIOBN

cha chats cars & crashes

Including a new deal analysis function that shows you live Stand in Values (SIV) and profit calculations.

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IGNITION.

EDITORIAL EDITOR James Batchelor

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PRODUCTION EDITOR Dave Brown

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head of design Graeme Windell

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ADVERTISING ADVERTISING Manager Duncan Chappell

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Advertising EXECUTIVE Cliff Culver

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CREDIT CONTROL & ADMINISTRATOR Pippa Marsden

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SUITS MANAGING DIRECTOR James Baggott

james@blackballmedia.co.uk Twitter: @CarDealerEd

OPERATIONS DIRECTOR Andy Entwistle

andy@blackballmedia.co.uk Twitter: @CarDealerAndy

Contributors Tim Naylor, Nick King, Mike Jones, Julian Rance, Jonathan Such, Mal Hay, Leon Poultney, Daljinder Nagra, Gareth Bethell, Jon Reay, John Bowman, Diana Hargreaves and Dominic Rust.

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always know it’s Welcome. You bad news when the photographer is beckoning you with his forefinger and laughing – and even more so when he’s standing next to a hole filled with putrid water. Snapper Max wanted me to charge through the puddle in the Range Rover with as much gusto as I could muster to ‘bag the perfect shot’ (his words, not mine). ‘Challenge accepted,’ I said with more than a quiver in my voice. My route was to the top of a Welsh hillock bereft of sheep, a quick three-point turn and then back down again and through the muddy puddle. It sounded awfully straightforward. And so I climbed (literally climbed – it’s quite a struggle when you’re wearing Chelsea boots) into the Range Rover and pressed every type of button available to me on the centre console. High ride height? Yes. Mud setting? Definitely yes. Low-range gearbox mode? Most certainly yes. Heated steering wheel? Naturally. A firm push on the Start/ Stop button and away we went; somewhat cautiously at first and then a bit more welly to get up the hill. And then it all started to go wrong. I’m no off-roader but I do know how to get through unpleasant terrain in a semi-competent manner – but I was struggling… And so was the Range Rover. Its road tyres seemed to be struggling with the gooey mud, making the three-point turn look like something out of Britain’s Worst Driver. It took 18 small movements of the now hotter-than-thesun steering wheel to complete the manoeuvre. Back down the hill and from afar snapper Max was waving his arms around very flamboyantly – ‘Faster, faster’ I lip-read. With the Range Rover lined up with puddle and

a prod of the throttle, it suddenly dawned on me that what originally appeared to be a small puddle was as large as Loch Lomond. Smash went the Range Rover as it headbutted the brown water, and like a horse in the Grand National the Rangie majestically vaulted out of the water and back on to the soppy mud. It was a magnificent performance. Next up was the Mitsubishi Shogun. And while it lacked all of the Range Rover’s snazzy buttons and switchgear, making do with just a large lever like you’d find in a Victorian signal box, the Shogun was just as competent – if not more so. And it’s less than half the cost of the Range Rover. This all goes some way to explaining the phenomenal growth of the SUV and 4x4 sector of late. According to the SMMT, the Dual Purpose sector (which covers everything from a Sportage to the aforementioned Range Rover) grew by a whopping 23.3 per cent between 2012 and 2013. There has never been so much choice for customers – whether they’re looking for a £20k Yeti 4x4 right up to £100k for an LWB Range Rover, there’s a dealer that will sell them one. And there’s no reason why this growth won’t continue, what with a plethora of new models coming over the next 18 months. To see that perfect shot, turn to p42 to read our luxury 4x4 feature. Enjoy the issue.

James Batchelor, editor

Winner: Best Business ‘This magazine brings its readers an insightful, engaging overview of their industry which Publication of the Year entertains as well as informs’ - award judges CarDealerMag.co.uk | 03

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INSIDE.

Off-roader shoot-out We pitch some of our favourite 4x4s together in chilly Wales to find out which one steals our heart

ISSUE 74 I May 2014

Dashboard

Feedback

Car Dealer Used Car Awards Car Dealer Club Interview: William Blackshaw Car Dealer Conference 2014 Car Dealer Power Big Mike Baggott Interview: Sebastien Loeb

Forecourt

34 36

Jaguar’s F-Type Coupe tested

Mini Mark 3: Cooper S and Cooper D driven

‘‘

Jaguar F-Type Coupe

Mini Cooper S & Cooper D Interview: WIlliam Blackshaw on taking up reins at family firm

I find my passion for Mercedes renewed, and my belief in the product heightened.

Litton

Kia Soul Mitsubishi Outlander PHEV

Features Posh 4x4 mega test Trading Up Focus on: F&I

Data File The Statistics Taking Stock & Buyers’ Guide Auctions Trader Talk Money Matters Market Insight Suppliers’ Guide with Litton Long-termers

CarDealer

Nine-time WRC champ Sebastien Loeb sits down and chatsPOWER to Car Dealer IN ASSOCIATION WITH

GEN-3 GLASSCOAT

OUR AWARDS...

The Car Dealer Used Car Awards, CarDealer sponsored by Black Horse, are EWARDS the only awards that celebrate 2013 the used car industry. Nominate now – log on to bit.ly/UsedNoms14

WINNER

Time CarDealer

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SPONSORED BY

2013 WINNER ea arD le

As voted for by dealers, the Car Dealer Power Awards are unique in the industry. Go to cardealerpower.com to fill out this year’s survey

2013 WINNER

Is Money USED CARAWARDS IN ASSOCIATION WITH

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feedback. Your comments via email to james.batchelor@blackballmedia.co.uk

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Forum CarDealerMagazine.co.uk/forum

What you’re saying on Car Dealer Forum

Tax discs scrapped

Shine a light LED or no LED? Not sure if anyone has done the sums or ‘invested’ in LED lights. Every four to five years I replace all my showroom lights (tubes). Last year I thought I’d check out the world of LED and it seems to be the way forward. The question is, to replace with normal tubes costs around £500+VAT, to go LED costs £2,500+VAT with savings of allegedly 65.7 per cent compared to normal tubes. Are these figures realistic? Umesh

But how will the new ‘paperless’ system work? I understand the basics of the tax disc being scrapped, but I have a few questions. Is this the end of selling a car that’s ‘taxed’? When the new system comes in, does the ‘road tax’ belong to the car or the owner? Surely if you’ve bought the tax on direct debit you are not going to continue paying when you’ve sold it? Is this a back-door way to ensure every vehicle is insured? If the said customer sells the car and claims a refund, what’s to stop the refund going to the new registered keeper? I don’t think enough has been told yet regarding this new system. When I heard that my local DVLA office was closing, I guessed this was coming. Used car seller There are loads of things that will be impacted by this change. How will we (or anyone) know if a car is taxed or not? In our business, our ride home is usually ‘anything with rent and a ticket’, so that will be a problem. The whole issue of who gets any refund or whether the tax passes on automatically to a new keeper needs a lot of clarification, especially if it’s being paid monthly. However, on a brighter note, it will allow roadside traders to park up many more old klunkers opposite

your dealership, as no-one will know if they’re taxed or not. Happy days. GreenGiant From our understanding, you will be able to check the tax status pretty much as you can today. This ‘should’ show if the car has been taxed for the year, or if it’s just monthly. But you are correct – it’s far less likely that the car will come with much in the way of tax left and it will be more difficult to tell for sure. Andy Entwistle I would say that within 12 to 18 months the majority of people will pay monthly. That’s the way we pay for pretty much everything else so I can’t see why tax will be any different. This new scheme is going to cost £8m to set up and will deliver annual net efficiency savings of £2m by year three. In simple terms, the road tax will not be transferable between keepers as it is today. Because you can’t see the road tax in the window, the new owner wouldn’t know (because he probably hasn’t got internet) if the old owner had ‘weighed in’ the rent. So, every car, van, wagon, or bike has to be retaxed by the new owner from date of purchase. Used car seller Car Dealer will be investigating this issue – check a forthcoming issue for a full report

We recently replaced all ours, and for units with LEDs on a motion sensor you can ask a local sparky to add a device to measure kwh being used over one minute then get a test LED unit and do the same. Williamblackshaw

Video killed the radio star? Should I advertise on radio? Just wondering what people’s thoughts are on radio advertising. Normally I don’t listen to commercial radio (because of the ads) but I’m thinking about giving it another shot locally. This morning I listened to a couple of car dealer ads. Interesting one is a national group – advertising new Fords with pay half today then nothing for two years, then pay the other half with no interest charges. Second was a Mercedes-Benz UK offer on all used C- & E-Class models with £1,000 contribution towards finance deals but the cars MUST be over 90 days in stock! Any thoughts? Umesh The Ford one depends on the customer paying the second payment. If they can’t, the garage gets the car back and can resell it – presumably for more than the final payment due? RayRE

Twitter threads of the month EVERY year car manufacturer press officers let down their hair and produce ‘funny’ press releases for April 1. Sometimes the results are far from humorous but occasionally a few raise a titter in the Car Dealer Mag office. And every year we collect the funniest ones – and it seems our roundups are well loved. Here is just a selection of your tweets. An amusing round-up of the best #automotive #AprilFoolsDay gags courtesy of

@JRRBatchelor and @CarDealerMag Jemma Chalcroft @Jemma_Chalcroft @CarDealerMag We’re chuffed we made it to your top list! Maybe one day there will be a militarygrade HPI lie detector app! @HPICheck @CarDealerMag Glad to see BMW made your favourite April Fools pranks :-) @HJWilmslowBMW CarDealerMag.co.uk | 07

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DASHBOARD.

‘Last year was epic – don’t miss out on this year’s event’

RESEARCH

Car buyers favour petrol

Host Mike Brewer explains why you NEED to be involved

xcitement surrounding this year’s Car Dealer Used Car Awards, sponsored by Black Horse, has stepped up a gear with host Mike Brewer fronting a brand-new video. The TV star explains exactly why you should be getting involved with this year’s event – whether you’re a dealer or a sponsor. Brewer says: ‘Last year’s event was absolutely epic – that’s the only way to describe it. It’s one of the best nights of the year and is very quickly becoming the most popular awards ceremony of the year. ‘In 2013, we had 400 people squeezed into The Brewery in London, with a live band, fantastic food, lots of drink and lots of awards in all sorts of categories being handed out to the great and the good of the used car industry. ‘All too often, we are used to the new car industry patting itself on the back, with used cars often being overlooked, but no more. ‘Car Dealer Magazine and I will once again be celebrating this vital part of the industry at The Brewery on December 1, 2014.’

by JAMES batchelor @JRRBatchelor

So how do you enter? It’s FREE and easy. Simply type bit.ly/UsedNoms14 into a web browser or fill out the form on the opposite page and send it back to us. Enter for as many categories as you wish. All we ask is that you provide as much detail as you can to support your nominations, as it really helps when it comes to creating the shortlists. If you’re struggling to think of nominations for a specific category, don’t worry – you can leave it blank. Do get your thinking caps on, though, as we are counting on you to nominate yourself or others! Anyone can book a table. Sponsors get tables as part of their packages, but there’s nothing to stop other suppliers to the industry taking a table for £1,995 to entertain clients. All tables get unlimited beer and wine from the party opening at 6.30pm with a welcome drink. We politely ask you to find your carriage at 12.30am. Don’t delay in nominating yourself or others – get cracking now. And good luck! Scan the QR code to watch the video or go to bit.ly/usedcarawards14

MORE people than ever before are opting for petrolpowered cars rather than diesels, new research from the AA suggests. AA Cars’ ‘Car Purchase Index’ reveals that of the 71 per cent of British people who are looking to buy a new car within the next three years, 42 per cent will choose petrol and 38 per cent will opt for diesel. In 2011 and 2012, diesel was the more popular option among car buyers.

NEW SHOWROOM

Lambo expands UK presence LAMBORGHINI has expanded its dealer network to seven outlets with the opening of a new showroom in Leicester. The new facility is run by the Sytner Group and is the third UK franchise outlet for the car dealer group, with existing locations in Birmingham and Edinburgh. More than 300 guests attended the official opening event, which included a presentation of the new Lamborghini Huracan 610-4.

USED CARS

award categories n Used Car Dealership of the Year (Under 50 vehicles) n Used Car Dealership of the Year (50-100 vehicles) n Used Car Dealership of the Year (Over 100 vehicles) n Used Car Dealership of the Year Group n Dealers’ Dealer of the Year n Used Car Sales Team of the Year n Used Car Sales Manager of the Year n Used Car Dealer Principal of the Year

Sales highest since 2008 n Upsales & F&I Performance of the Year n Best Used Car Customer Care n Used Car Product of the Year n Outstanding Achievement of the Year n Lifetime Achievement Award n Manufacturer Used Car Website of the Year n Dealer Used Car Website of the Year n Social Media User of the Year n Service and Repair Outlet of the Year n Manufacturer Used Car Scheme of the Year n Used Car of the Year n Best Performing Used Car of the Year

SALES of used cars last year reached their highest level since 2008. Used cars experienced a 0.9 per cent uplift in sales, with 6,806,198 vehicles changing hands in 2013 compared with 2012, says Experian. Annual sales of cars aged nine years or older rose by more than six per cent in 2013. CarDealerMag.co.uk | 09

DASHBOARD. FEATURE.

Ask Lawgistics

Wages warning

Car Dealer Club lawyers Lawgistics answer dealers’ legal questions. Join for £39.99 a year to get advice like this when you need it

A customer recently bought a second hand car and it has a fault. They want to take it elsewhere to be fixed and send me the bill. But surely I have the right to have first chance to repair it, don’t I?

Contrary to common belief, a car seller cannot insist that a consumer has to bring a car in to them to repair it if there is a problem. The rationale is straight forward. A car could break down 250 miles from where it was sold and the repair could be affected easily and cheaply at a garage near the break-down. If the law stated that the repair had to be done by the seller then it would incur a significant and disproportionate expense on the seller to have the vehicle recovered to them. However, the current law allows a consumer to ask the seller to repair a car and it is often pragmatic for them to do so where possible. There are also significant evidential reasons, and not just within the first six months, for a consumer to ask the seller to undertake a repair – but they do not have to. What a consumer does have to do, though, is to take reasonable steps to mitigate (keep to a minimum) the losses incurred by the seller. And thus if it is reasonable for that consumer to take a vehicle back to the seller but he takes it to a main dealer instead, for example, then it could be

argued that the customer is only entitled to claim the amount it would have cost him or the seller had he returned it to the seller in the first place. Interestingly, we anticipate that the EU Directive on Consumer Rights – currently going through the legislative process could further impact on the thorny issue of repairs. If the current wording is adopted into UK law, a consumer will be able to insist on obtaining a refund (minus an amount for their usage) if the vehicle requires more than one repair by the seller. The key passage is: ‘. . .if a repair or replacement is provided but does not bring the goods to the standard required – either because the initial fault is still present following the repair or replacement or a further fault appears in due course’. In other words, a seller may only get one chance to repair the vehicle with the fault presented at that time BUT NOT if something else fails later, even if that second problem arose after the seller made good the first repair. So, replace the clutch free when it fails a week after purchase and watch the customer demand all their money back when, ‘in due course’, something trivial goes wrong. Lawgistics members will be updated and advised on how the new laws will impact on their businesses once the legislation receives Royal Assent later this year.

.com

I have heard that the government plans to increase fines for underpayment of wages. Is this correct and what is classed as an underpayment?

The government has announced that the fines that companies can face if they fail to pay the minimum wage to their employees (including apprentices) have increased. The maximum penalty is now set at a staggering £20,000, which, dependent on the legislative drafting, could be applied to each employee that is underpaid. This is a huge increase from the current penalty, set at 50 per cent of the total underpayment or the combined underpayment total, across the whole company. Previously, early repayment of the underpayment (within 14 days of receiving Notice of Underpayment from HMRC) would reduce the fine. However, it is not yet clear if this has been kept in the new regulations. Underpayment takes place when, after certain deductions are made from an employee’s wages (not income tax and national insurance), their hourly rate falls below the minimum wage. It is worth reminding employers that they must be careful when operating buy-back schemes for uniform or tools, as these deductions will count towards the minimum wage calculation and could lead to prosecution.

Consumer can’t change mind mid-repair

A consumer has asked us to repair a vehicle that we recently sold them. Part way through repairing it they have changed their mind – stating that they now want us to refund the whole purchase price of the car instead. Can they do this?

ADVICE

No. Their inability to do so is contained within Section 48D of the Sale of Goods Act 1979 (as amended). This states that if a consumer asks the seller to repair goods, they are unable to then seek to reject those goods without first allowing the seller a ‘reasonable time’ to undertake the requested repair.

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Mick Swift uses his £39.99 membership to get peace of mind when dealing with a tricky issue MICK Swift, owner of MDS Car Sales, knows that good customer service starts by putting the customer first. And when a customer complained about a car he had sold them, he tried to do the right thing and help them – and he did so with a bit of assistance from Car Dealer Club’s legal advice service. ‘A customer who had a problem with the car I sold them contacted me,’ said Swift. ‘The sunroof broke and they demanded that I take the car back and return their money in full. ‘I explored every avenue I could, including me paying for the repairs, but the customer just wouldn’t have it – they declined that offer and insisted I took the car back and gave a refund, despite them doing 2,500 miles in it since I sold it to them. ‘I said I couldn’t do that and that’s when the customer started to get quite unpleasant and began quoting lots of consumer rights. ‘My next offer was to buy the car back at £500 less than the customer originally paid for it.’ It was then that Swift picked up the phone to call Lawgistics – a free legal advice service that comes as part of his £39.99 Car

Dealer Club membership – and decided to take the next step. ‘I always read the Car Dealer Club feature in the magazine and thought I should give Lawgistics a call to see where I stood with this customer. ‘Lawgistics was very helpful in putting my mind at rest and made me realise my offer was very fair.’ Swift ended up buying the car back for £500 less than the customer originally paid for it and the situation was resolved. ‘I didn’t have to put up with the threatening emails again,’ he said. ‘I’ve been in business for about 18 months. My background is main dealer but I was made redundant and thought I’d start my own business. ‘I’m a smallish trader, work with my wife, and I currently have 23 cars in stock. ‘I have a simple outlook with my business: I just try to do the right thing and treat my customers properly. ‘My advice to any dealer is to become a Car Dealer Club member and pick up the phone to Lawgistics as soon as possible when things go wrong – it gave me reassurance and that was much needed.’

LAWGISTICS’ basic membership – which you receive as a member of Car Dealer Club – is a cracking deal but what if you need something that has extra clout? Larger dealer groups or a dealer embroiled in a big legal battle may require some more firepower, and the good news is that Club members get discounts on Lawgistics’ other packages. You’ll receive a £100 discount off the small business package (normally £595) – perfect for sole traders, a partnership or a small dealer group – and £250 off the professional package (normally £1,295). This is ideal for franchises, a dealer group or a car supermarket and covers all areas of legal law and documentation. There’s a package for everyone with Lawgistics.

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INTERVIEW.

I couldn’t run this business without the people around me. We have some really fantastic staff members.

William Blackshaw has gone from a love of football and computers to becoming dealer principal at the family firm

��| CarDealerMag.co.uk

‘Blackshaws will never be the biggest, but we will be the best’

William Blackshaw has grafted his way to the top of the family firm in Northumberland – via shifts at a pizza shop – but it took a chat with a cousin to realise where his destiny lay, as JAMES BATCHELOR found out

illiam Blackshaw is busy organising a big celebration. The family business’s current site in Alnwick, Northumberland, notches up its 10th year of successful trading in just a few months, and he has tasked himself with doing something special to mark the occasion. ‘We used to be in the town centre but moved to the new site 10 years ago,’ he tells me. ‘So we should do something to celebrate it. We are looking to get the stunt driver Paul Swift to put on a display for our customers, and there will be the usual music and food on offer. ‘The car industry has a habit of doing just the same things all of the time – when one person has an idea we all tend to copy it. We just want to do something a bit more special for our celebrations but nothing silly.’ William may well be making final arrangements to celebrate the anniversary but the Blackshaws business is far older than just a decade. It all began in 1919 when two brothers, John Charles and Edward Warren Blackshaw,

decided to create their own garage selling cars and motorbikes, quickly becoming one of the only places in Northumberland to buy a two- or four-wheeled vehicle. Six years later, the firm moved to Bondgate Without, Alnwick, where it was to stay until 2004. Through the next decades, ownership of the business passed through successive family members and saw Blackshaws ditch its Rover franchise for Datsun/Nissan in the 1980s and acquire representation for Suzuki in Northumberland in the 1990s. William’s story began in 2000. ‘Back then, the business probably wasn’t as strong as it is today and that was because my dad didn’t have the quality of people that I have around me,’ he says. ‘I was never interested in the family business, to be perfectly honest. ‘I didn’t know how a car worked, I never had pictures of cars on my bedroom wall and I certainly never watched Top Gear – it was all about football and computers for me. ‘I was chatting to my cousin, who asked me

what I was going to do for my work experience, and I said I wanted to go and work in a computer shop. He said: “Are you stupid? You’ve got a family business. Why do you need to go and get work experience anywhere else?” I remember thinking he was probably right, and if it hadn’t been for that conversation, I wouldn’t be where I am now.’ William spent a short while learning how his family business worked while juggling schoolwork and shifts at the local pizza shop. ‘I got so involved, it got to the point where my schoolwork went downhill massively. ‘That’s when my dad said to me: “If you think you’re coming to work for us with poor grades, then you can forget it.” It was then I realised I needed to work hard at school and I got some average grades. ‘I always thought my dad gave us rubbish pay as an apprentice mechanic – especially as I was earning more money at the pizza shop, two nights a week. But now I understand what it’s like to run a business!’ William worked his way up, trying his hand

CarDealerMag.co.uk | 13

INTERVIEW.

at various positions before taking the top job of dealer principal in 2012. But if he isn’t a car guy and is responsible for the operation of a 95-yearold business, the pressure must be intense? ‘I don’t know if it’s because I was taught well or if it’s the people around me, but I do find it easy,’ he says. ‘For example, last weekend Suzuki asked us to paint the showroom to conform to minimum standards. ‘Bearing in mind I had been on holiday all week, I turned up at eight in the morning on Sunday to meet the painters and decorator. I thought better start scrubbing the workshop from top to bottom. It was 9pm when I left, so the passion is there – it’s not that I love cleaning, it’s just that I am passionate about the business.’ Despite him being a dealer principal in his 30s, you could never call William arrogant. He’s downto-earth in his outlook. ‘I couldn’t run this business without the people around me. We have some really fantastic members of staff who stay with the business – and we are so lucky to have that,’ he says. ‘I think what also helps is the camaraderie we all have,

William is looking forward to the firm’s centenary celebrations

��| CarDealerMag.co.uk

I always thought my dad gave us rubbish pay as an apprentice mechanic, but now I understand what it’s like to run a business! especially among the senior members of staff, and the fact that this is a proper family business. My sister is in accounts, my uncle is in sales and my auntie is in HR and marketing – but I refer to all of our senior staff as uncle or auntie because

they have been there while I have grown up and have helped me.’ So, how does William see the future panning out for this family business that’s rich with heritage? ‘I’m aware we need to be a lot better digitally and with our customers. We have very strong customer satisfaction but we could be doing more with those customers that contact us via email,’ he says. ‘I have been spending a lot of my time developing our online presence with a new website, improved SEO and the use of video content, but we must continue our momentum. We have some large dealer groups nearby and we must fight them to get hold of and keep that online customer. ‘We need to maximise our DMS system, integrate our website lead-management system, ensure our staff continue to perform strongly, and make sure our CSI maintains its strength. Blackshaws will never be the biggest, but we will be the best – I am confident of that. ‘I just hope I am here with this business when I talk to you about our 100-year celebrations.’ [CD]

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DASHBOARD.

Baby Jag saloon to poach F-Type design features

APPOINTMENT

Westover Group gets new MD THE Westover Group has appointed Paul Dillon as joint managing director. Dillon has been with the company for 21 years and moves from his role as group operations director. He will join group chairman and joint managing director Paul Collins. Peter Wood, joint MD, commented: ‘When Paul was appointed group operations director, his challenge was to pull the group together. ‘It wasn’t an easy task, as Westover had incorporated a number of other local businesses over the years. However, Paul, supported by the rest of the board, has worked tirelessly to achieve a cohesive group.’

FORD

Forthcoming small Jaguar four-door will use F-Type as inspiration

aguar’s forthcoming new small saloon will pinch a number of design touches from the F-Type sports car range in order to make the newcomer a formidable rival to the BMW 3 Series. Speaking exclusively to Car Dealer, Jaguar’s UK marketing director, Ken Forbes, revealed the British marque has to make its new XE saloon look and feel sporty in order to steal premium buyers away from German rivals such as the 3 Series, Audi’s A4 and the new Mercedes-Benz C-Class. ‘You will see a lot of design cues from the F-Type on the XE,’ Forbes told us. ‘Design touches like the instrument binnacle and the rear light cluster will be very similar. It

by JAMES batchelor @JRRBatchelor

will be very deliberate in order to show there is connectivity between our products.’ Along with the new F-Type convertible, recently launched F-Type Coupe and forthcoming SUV models, the new XE will be spearheading a transformation for the British brand – both in image and in profits. But despite being offered in two model styles and a raft of engines and drivetrains, Jaguar’s last small saloon, the X-Type, never catapulted itself on to the shopping lists of premium saloon buyers in the way its German rivals had an ability to.

And for the new XE, Jaguar knows it will have to work hard to convince people not to buy the default choice – a 3 Series. ‘It’s an unusual situation to occupy but we are a challenger brand in the UK,’ said Forbes. ‘We’ve got to stop the default setting – which is people buying 3 Series BMWs – and get them to stop and think: “Don’t buy another German car, buy an alternative”, and the alternative is Jaguar. ‘We have got to clearly demonstrate that choosing a Jaguar is a great choice and people should actively consider it. If we’re not disruptive, people will love our products but will stick with what they know.’ F-Type Coupe driven, p34

First UK prosecution for selling from road outside home A USED car salesman has become the first person in the UK to be prosecuted for using the public pavement as a car showroom. Azeem Afsar, 22, was taken to court for using the road outside his house in Heaton, Newcastle, to sell cars. According to the website Chronicle Live, Afsar admitted breaking laws

surrounding advertising cars for sale if they are within 500 metres of each other. He and his company, GT Car Sales, have since ceased trading. Newcastle City Council leader Nick Forbes told the website: ‘I welcome the decision of the court, which recognises the seriousness of these offences. This was a commercial

operation selling cars from somebody’s house, which caused real concern and disruption to local people.’ He was fined £150 and told to pay £25 costs and a £20 victim surcharge. The company, GT Car Sales, was fined £650 and must pay £150 in costs and a £65 victim surcharge.

VIP treatment for Vignale buyers FORD has revealed its latest concept, the S-Max Vignale – but the big news is that the name will sweep in a new customer experience for Ford buyers. Vignale customers will be given a personalised experience, with a dedicated relationship manager as the single point of contact throughout, as well as VIP collection and delivery services. Ford will also be introducing ‘Vignale Lounges’ in selected dealerships. These will offer what Ford is calling ‘stimulated, secluded environments to sample exclusive materials.’

DEVELOPMENT

Oxford gets new Audi showroom CONSTRUCTION work on the new home of Oxford Audi has started. The new showroom – which will specialise in new, used and fleet sales, service and parts – will be a two-storey ‘terminal’-style building and will be located on Oxford Business Park, Cowley, Oxford. Completion is scheduled for this summer. CarDealerMag.co.uk | 17

DASHBOARD.

Spaces are filling up fast... Dealers in their droves sign up to this year’s Car Dealer Conference in order to learn about how the motor trade will evolve over the next six years

ealers right across the UK are signing up to attend Car Dealer’s brand-new event. The Car Dealer Conference 2014, branded 2020 Vision, is a FREE-toattend conference being held at the Heritage Motor Centre, Gaydon, on Friday, June 20. At the time of going to press, speakers confirmed include Sun Motors, search engine Google, YouTube and the president and CEO of Kia Motors UK, Paul Philpott – with more being signed up for this important event. We have chosen these speakers as they have a unique insight and view on the future of

Easy steps to get your tickets

FANCY ATTENDING THE 2020 CONFERENCE?

Speakers confirmed so far: Google YouTube Kia Motors UK Sun Motors automotive retailing. The conference will be taking a look at how the motor trade will evolve over the next six years – and how dealers can prepare for it.

The general feeling within the industry is positive, but the conference will explore the reasoning behind the optimistic mood and why it is important for dealers to act accordingly. With inspirational and motivational speakers from the trade, our delegates will leave the day having benefited from learning something new and useful that they can take back to their businesses and implement the next day. This year we will have a number of not-to-bemissed speakers from the automotive industry and beyond. Along with the day’s speeches from the likes

Benfield’s new £5.8m Ford dealership in Sunderland officially opens

��| CarDealerMag.co.uk

special meaning for me because I appointed Mark’s father John to their first Ford franchise in Leeds over 20 years ago, and it is great to see how they have grown with Ford.’ Mark Squires said: ‘It is a great honour for us to welcome Mark Ovenden to Sunderland. We are delighted with this impressive new Ford development and to be a strong presence for Ford in Sunderland.

Scan the QR code

BIT.LY/ CONFERENCE14

Bigwigs come out in force to open stunning showroom £5.8M FORD dealership has been opened in Sunderland, making it one of the largest in the northeast of the country. Mark Ovenden, Ford of Britain’s chairman and managing director, did the honours at Benfield Ford’s showroom in Newcastle Road by unveiling a commemorative plaque at the glittering ceremony. It was attended by Benfield Motor Group chief executive Mark Squires, his father John, who is the chairman, as well as sporting stars such as Sunderland AFC’s Craig Gardner plus Durham – and former England – cricketer Steve Harmison. Mark Ovenden said: ‘It is a great pleasure for me to come to Sunderland to open Benfield Ford’s new dealership. ‘This significant investment by Mark Squires and his team has a

‘The Ford brand has a great and successful history in this region. Moving into Sunderland in this way is a natural geographic fit for Benfield and we are very much looking forward to developing and expanding the Benfield brand and reputation in Wearside. ‘The development has taken eight months to complete and has also created 45 jobs. ‘It is a tremendous example of the Benfield and Ford brands working together to provide a world-class retail experience with unrivalled customer service.’ The state-of-the-art showroom has space for 10 cars and four vans, and includes a workshop with the latest diagnostics technology plus Class 4 and Class 7 MOT ramps. There is also space for more than 80 used cars. In addition, the dealership boasts a Transit van centre and business user facilities.

JT HUGHES

Dealer wants to save lives A SHROPSHIRE-based chain of car dealerships is urging drivers to paint their thumbnails green to resist texting at the wheel. ‘If a driver forgets and instinctively reaches for their mobile whilst driving, the green thumbnail will serve as a warning to stop, put down the phone and concentrate on what he or she should be doing behind the wheel,’ explained JT Hughes’ sales director, Paul Tench.

APPOINTMENT

Clarke moves to Fiat Ireland FIAT has appointed Gerry Clarke to head up the company in Ireland. He takes the role of country manager for Ireland with immediate effect and succeeds Yann Chabert, who is moving to France with Fiat.

CarDealer

Reasons

of Sun Motors, Google, YouTube and Kia Motors UK, attendees will also have the chance to explore the Car Dealer Expo. The Heritage Motor Centreâ&#x20AC;&#x2122;s exhibition hall will be taken over by a large number of exhibitors who will be on hand to chat about the products and services dealers need now and in the future so they are not left behind. During the day, there will be plenty of time for attendees to visit each of the suppliersâ&#x20AC;&#x2122; stands and talk business. Refreshments will be served at arrival and during the day, with a buffet at lunchtime. This is a must-attend event for any business that wants to talk to forward-thinking dealers. The day will be focused on the future of the industry â&#x20AC;&#x201C; so if you want to make sure you are

FILL IN THE REGISTRATION FORM

Why you should be attending the 2020 Vision Conference

CONFERENCE 2014

Leading speakers

Speeches from a wide variety of sectors, from Google to Kia.

Itâ&#x20AC;&#x2122;s free part of it then make sure you are there. Register for this free event now by logging on to bit.ly/conference14. To take part in Car Dealer Expo, call 023 9252 2434.

Top ideas

Youâ&#x20AC;&#x2122;ll be able to take away some great ideas for your business and colleagues on how to plan for the future.

Free lunch

WAIT FOR YOUR TICKETS TO ARRIVE

Taking place at the Heritage Motor Centre, Gaydon, on June 20, 2014, the whole day is free to attend.

Enjoy a delicious buffet lunch and refreshments during the day. ealer CarD E ENC FER CON 2014

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DASHBOARD.

Kia keen to bring spicy Soul GT crossover to Britain... ...but only if America or Asia take the lead, says firm’s UK president

ia in the UK hopes to be able to extend its new performance-oriented GT range to further models in its line-up, including the new Soul. Speaking to Car Dealer, UK chief Paul Philpott said that the decision to introduce a hot version of the Soul would ultimately have to come from the USA or Asia, which are the car’s biggest markets. Launched last year to critical acclaim, Kia’s GT badging first appeared on the three-door Pro Cee’d and was followed by the five-door Cee’d hatchback. ‘With the Cee’d being a European product, of which we sell around

90,000 a year, it made economic sense to introduce a performance model,’ said Philpott. ‘As we’re only expecting to sell around 15,000 units of the Soul in Europe, investment in engineering a new model simply isn’t viable. ‘However, if the USA or Asia wanted to develop a Soul with a highperformance engine, we’d be very interested in bringing it over here.’ Fans of Kia’s GT range needn’t despair, as Philpott has previously said that he would be keen on seeing more European

Have your say on this story. Get commenting by logging on to CarDealerMagazine.co.uk/forum

��| CarDealerMag.co.uk

cars wearing the badge, particularly the Rio supermini. Given the warm reception the current models have received, chances are favourable that there is more to come. ‘I think the whole GT concept is something that is right for Europe and therefore we will look for any opportunity we can to extend that range.’ Kia Soul road test, p38

AWARD

Marshall scoops Barclays honour MARSHALL has been presented with the prestigious Barclays Award at the annual Cambridge Business Excellence Awards, amid fierce competition. The award recognises successful, established businesses across all industry sectors that have transformed themselves. Chief executive Daksh Gupta, who received the award at King’s College in Cambridge, said: ‘This is an amazing award for a retail motor dealer group to have won. ‘Despite the business having been started in Cambridge and having 2,500 employees across the whole group of companies, this is the first time the company has won one of the major business awards in the City.’

Around the world

FRANCE

March saw car sales rise in France. Both Renault and Peugeot Citroen showed an 8.9 per cent rise in French car sales as the country’s stop-start recovery now shows signs of securing a surer footing. Spain and Italy also experienced a rise in car sales – 10 per cent and five per cent respectively.

Dealer news from somewhere other than here

CHINA

Audi recorded record quarter one sales in China with a total of 124,520 cars sold in total. In March alone Audi sold nearly 50,000 cars to Chinese drivers – an increase of 36.6 per cent over the same time last year. China is now Audi’s largest market.

USA

General Motors has recalled another 1.3 million vehicles to fix a power steering problem, bringing the total to 7 million vehicles so far this year in the United States, Canada and Mexico.

UAE

The new and improved Porsche Centre Dubai is set to open before the end of 2014. It was the best-selling single Porsche dealership globally for the ninth consecutive year in 2013, selling 1,892 cars – 14 per cent more than in the previous year.

INDIA

The new Honda City, which was launched in India in January 2014, has notched up unprecedented sales in March for the Japanese car company. Honda Cars India Limited recorded 18,426 domestic sales – an increase of 83.4 per cent on March 2013.

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SURVEY.

Get those surveys in! Entries for Car Dealer Power are flooding in – but if you haven’t entered yet you’d better get a move on. There are even bribes to get you involved...

ntries are flooding in for this year’s Car Dealer Power survey. Hundreds of dealers across the UK are telling us exactly what they think of their manufacturers and suppliers they do business with. If you haven’t got involved yet, read on to discover why you should be.

What is Car Dealer Power?

that help you do business. Car Dealer Power is the survey that aims to find the best car manufacturer in the UK to award by quizzing its dealers about how it performs on a variety of levels. Last year, Toyota just pipped Kia and Hyundai to the top gong. Suppliers feature just as prominently as the manufacturers, and for 2014 you’ll see there’s

NOW in its fifth year, Car Dealer Power firmly puts you – the dealers – in the driving seat and gives you the chance to tell manufacturers and suppliers exactly what it’s like working with them. It’s your opportunity to recognise the very best companies

ample opportunity to name the suppliers you like to do business with. We’ve split a number of the categories to give the smaller firms more chance of recognition in these important awards, and this year we’ve added Tyre Provider of the Year, Motor Factor of the Year and Trade Insurance Provider of the Year to the line-up. We want you to rate the firms you use in all areas of your business so we can celebrate the very best – and invite them to our special Car Dealer Power awards night to be held at the end of July.

WHY SHOULD I FILL IT IN? WE know for a fact that manufacturers and suppliers take your views very seriously

Fill in the survey NOW online at CarDealerPower.com

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UK NETWORK

The bribes: Fill in the survey and you could win... Suzuki GoodIE bag

and have made changes on the back of your comments. Donâ&#x20AC;&#x2122;t be worried about any repercussions, as Car Dealer Power is 100 per cent confidential â&#x20AC;&#x201C; we donâ&#x20AC;&#x2122;t even ask for your name, only your mobile phone number so we can let you know if youâ&#x20AC;&#x2122;ve won a prize. We want to know the good and bad things about what itâ&#x20AC;&#x2122;s like to represent your car manufacturer, so please feel free to give your most honest opinions. Filling in the Car Dealer Power survey shouldnâ&#x20AC;&#x2122;t take longer than a few minutes. You can do it by logging on to CarDealerPower.com â&#x20AC;&#x201C; itâ&#x20AC;&#x2122;s very straightforward. And if you want to be in with a chance of winning one of the prizes, donâ&#x20AC;&#x2122;t forget to add your mobile number. The deadline for submitting your survey is June 30. But remember â&#x20AC;&#x201C; surveys need to be at least 50 per cent complete to count. Get voting!

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FINANCE. ANALYSIS

Paragon calls for simplicity in light of new regs WITH new FCA consumer credit regulation in place, Paragon Car Finance predicts that there will be greater emphasis on clear customer communication, robust affordability assessments and more uniform commission payments for car finance sold through brokers and dealers. The accompanying Consumer Credit sourcebook requires that lenders, brokers and dealers put treating customers fairly firmly centre stage and specifically cautions lenders against using differential commission schemes that are structured solely around volume and profitability incentives. Paragon says lenders can assist dealers with their transition to the new regime by providing products that are easy to understand. Julian Rance, head of Paragon Car Finance, said: ‘As a lender, it is important that we develop products that are easy to understand, retain visibility and control over the pricing of our products to the end customer, and ensure robust checks are in place within our application systems to assess affordability.’

��| CarDealerMag.co.uk

Strong month for new car finance deals despite traditional slowdown FLA: Figures show that some very good deals tempted consumers into the showrooms

he number of new cars bought by consumers on finance through dealerships rose by 26 per cent in February. Despite the month usually being a slow month for new car sales, February 2014 has bucked the trend with great offers tempting car buyers. Figures released by the Finance & Leasing Association (FLA) also show a record-breaking 75.3 per cent of private new car sales were funded by FLA members. Paul Harrison, head of motor finance at the FLA, said: ‘February is usually a quieter sales month ahead of the new number plate release in March, but the figures imply that some very good deals tempted consumers into the showrooms. ‘For the first time, FLA members funded more than 75 per cent of all private new car sales. Against that background, the new regulatory requirement for dealers and brokers to hold an interim permission, and then apply for FCA authorisation

will need to be carefully managed by the regulator if competition and the availability of responsibly provided credit are to be maintained in this market.’ Meanwhile, April 1 saw the introduction of the new FCA credit regime – and the FLA has called for the strong supply of credit to continue. Stephen Sklaroff, FLA director general, said: ‘The credit industry has worked very hard to meet what the regulator acknowledges to be a very challenging

timetable. Many of the 50,000 credit providers which now fall under the FCA’s remit will be unfamiliar with principles-based regulation and the complexities of a rulebook unveiled only four weeks ago. ‘They will need time to adjust their processes. ‘In the meantime, the FCA must work closely with the industry to maintain the supply of responsibly provided credit to UK consumers and businesses.’

First Response overhauls website to keep it as top destination FIRST Response Finance has launched a brand new website for customers and dealers. The new-look site boasts a raft of features and it benefits from a comprehensive makeover to keep it as a number-one destination for subprime finance customers.

A statement said: ‘Despite the look and charm of the old design, underneath all the dull colours the functionality still worked brilliantly, allowing motor dealers to seamlessly input an application and track its progress online, However, for customers the application form

wasn’t as friendly or as informative as we would have liked. Thus we set out on a mission to create a unique design that looked simple but was informative and easily navigable.’ The new website features a new finance calculator and a fully responsive design.

..in association with

DEALFINDER.

Latest finance deals on PREMIUM HATCHES

And what a car it is. Already a Car Dealer favourite, the V40 is the sveltest car in its class with great looks and made of quality materials. Volvo is currently offering the V40 T2 R-Design – complete with racy bodykit, alloy wheels, climate control, Bluetooth and leather upholstery – for £249 a month at 5.9 per cent APR on a 37-month plan. A customer deposit of £1,199 is required and a deposit contribution of £500 is given too. The final amount payable is £11,423, with the final amount coming to £22,086.

MERCEDES-BENZ A-CLASS MERCEDES has reported strong sales of its new A-Class, saying that it is attracting new and younger customers to the brand. It’s easy to see why – the new A-Class is a proper premium hatchback that rivals the sector’s best. And no doubt helping sales are tempting finance offers such as this month’s deal. Customers can slip into the entry-level A180 SE manual – which comes with alloys, air con and half-artificial leather – for £269 a month at six per cent APR for 36 months. That’s after an initial customer deposit of £2,495 and a dealer

deposit contribution of £207.57. Other costs include a £180 acceptance fee and a £95 acceptance fee. The optional final payment comes to £10,600, bringing the total amount payable to £23,261.57.

AUDI A3 SPORTBACK YOU can’t talk about premium hatchbacks without mentioning the Audi A3 – that’s because it arguably created the sector. Its mixture of classy looks, great build

time is money

Increase your profits

VOLVO V40 AFTER years of dipping its toe into the premium hatchback market with the rather lovely C30, Volvo has finally entered the segment with a full five-door offering.

Meldrum

quality, luxury-car spec and strong residual values has made it a winner in the UK. Happily for customers, Audi has a finance offer on the five-door Sportback model – the small but potent 1.2-litre petrol in Sport trim. A deposit of £3,207 is required to start the deal, followed by 35 monthly payments of £259 at 7.1 per cent. To keep the car, an optional final payment of £10,652.10 is needed, bringing the final amount to £22,980.

ou might want to consider training your entire customer-facing staff to be able to sell. Almost everyone in your business will have some level of influence over the decisions that customers make, so if you want to have a real impact on the bottom line doesn’t it make sense to train them? A great example is to consider upgrading the selling skills of the staff at your service reception. Being on the front line they are best placed to present the benefits of pre-paid service contracts and other related maintenance products in a highly professional way – especially when the buying need is clear, such as when the manufacturer’s warranty is about to expire or when a customer is handed a largely unexpected, and painful, repair bill that could have been covered under a warranty or pre-paid service plan. In far too many dealerships the up-sell opportunity is seen as having ended when the customer took delivery of the car but this is mostly because the customer hasn’t been back into the dealership or spoken to the salesperson since the original transaction. Try answering these questions: Starting today, how much extra profit will you make if just one customer per day buys a three-year pre-paid service plan from each member of your service reception team and how much will it cost to train the staff? Still not convinced the investment is worthwhile? Then take a closer look at the other big benefit – when a customer purchases a pre-paid service plan then he/ she is guaranteed to visit the dealership regularly for the next three years and, in turn, this guarantees an opportunity to sell them their next car too. You can call us anytime – we’re here to help you.

‘Consider upgrading the selling skills of service staff’

Who is Jim Meldrum?

Jim is regional sales manager for First Response Finance. Call him on 07917 460 111 or email Jimm@frfl.co.uk

CarDealerMag.co.uk | 25

Sell Cars The Smart New Way To watch our advert and to ﬁnd out about our multi-million pound Carfuffle campaign, visit www.motors.co.uk/tv, email us at sales@motors.co.uk or call 0845 265 6000.

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big mike.

All Big Mike’s columns are on our website. Enjoy here bit.ly/bigmike

Going out of my way led me to a rural pub and a tasty profit

t’s not often it happens, but every now and then there are certain customers that you go out of your way for, irrespective of whether or not you’re going to make a decent profit. Martin is one. He’s a chap I’ve known for years, and the reason I go out of my way for him is because he’s completely and totally minted. Like all extremely wealthy people, however, he likes to watch his pennies, so despite living in one of Solihull’s most desirable postcode areas, in a house that has its own swimming pool and stables, he has never once spent his own money on a new car. That’s despite having retired at the age of 42 from a life of corporate banking, with enough cash in the bank never to work again. At least four times a year he buys a car from me. There are two reasons for this. First, he loves cars but doesn’t know a tremendous amount about how they work, so he puts his trust in me to determine if a potential purchase is any good or not and, second, he knows that I, like him, have leanings towards older and more obscure models. Indeed, I normally get his cast-offs to sell on after he’s got bored of them, which tends to happen every six months or so. Martin’s latest flight of fancy was a mid-90s Daimler Double Six. The very last of the ones to use Jaguar’s venerable 6.0-litre V12 engine. Quite a beast, and a rare one at that. Rather than look for one, he asked me to simply go out and get him one. So I did… It wasn’t an easy task, though. There weren’t many sold in the first place, and a large number of them have been kept by their original owners, or are already privately cherished. When I did find one, it was perfect – low mileage, the right colour and in seemingly excellent condition. The only downside? It was at a dealership in the Scottish Highlands, which is quite a long way from my premises in the Midlands. Not wanting to exploit Martin’s wealth, I instead decided to try to work out the cheapest way of collecting the car. A cheap flight might have worked but even flying into Inverness would have left me 60 miles shy of my destination. Public transport was a joke – I could have got

Big Mike Our man on the inside spills the beans on the car business...

there, but it would have taken me two whole days. And transport companies knew this, because they were quoting me upwards of £600 just to get the thing back to Birmingham. At which point, I was hit by a sudden flash of inspiration… Earlier that week, I’d been lumbered with an unsaleable pup of a part-exer. The car in question was a 3.0-litre Mitsubishi Sigma of early ’90s vintage, replete with perforated rear wheelarches. In typical dealer style, my plan was to smoke around in it until the MOT expired and then put it out of its misery but my love of anything big, floaty and powered by a V-shaped engine instead tripped me into road-trip mode. A quick call to the dealer, and on a ‘strictly cash’ basis he agreed to give me £400 for it in PX, and so it was that

‘My plan was to smoke around in it and then put it out of its misery’ I found myself wafting up the M6 on a drizzly Saturday morning in one of the world’s forgotten cars – and really quite a pleasant one at that. By nightfall, I’d made my destination, and I spent a very pleasant evening in a rural pub to be greeted shortly after dawn the following morning by a full Scottish breakfast and a slightly fuzzy head. The dealer was true to his word – he, like me, had never driven a Mitsubishi Sigma before and being a bit of a car geek was more than happy to run it into the ground as his daily smoker, so the deal went off without a hitch. Even better, I’d only allowed £250 for the thing in the first place, so the extra £150 ‘allowance’ on the part exchange went some way to covering my petrol costs home… Martin was delighted with his Daimler, and I’m looking forward to getting my hands on it again when he gets bored with it next year, as despite guzzling its way through almost as much fuel as a 737 on the way home, it was certainly a far more pleasant way to travel than by easyJet…

Who is Big Mike?

Well, that would be telling. What we do know is he’s had 30 years in the car trade and picked up some terrific tales along the way. CarDealerMag.co.uk | 27

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Put Apple’s ethos at the core of car design to sweeten our lives

’m a bit of an Apple fan. And by ‘a bit’ I mean I ‘may’ have been known to queue up outside an Apple Store for the latest phone at ridiculous times in the morning. I may have a few (lots) of old Macs on display in my office, a display dubbed The Steve Jobs Shrine by colleagues. Oh, and I may get more excited about buying new Apple equipment for new staff than I do about the amount they’ll ease the strain. My loyalty to the fruity temple extends to many other walks of life, too. Like I’ll be ever so slightly disappointed when someone gets out their new Android phone. And then I usually laugh a little too loudly when they tell me it’s broken six weeks later. I saw a mate the other day and he’d bought a Samberry or something and three weeks later was still working out how to use it. ‘I turned on airplane mode the other day and couldn’t turn it off for half an hour,’ he said, as I laughed so hard I spat coffee all over the windscreen. Am I the only one that hates sending green texts instead of iMessages? And I’m sure they work (sometimes) and are cheap (they look it) but when students bring in Windows-based laptops to the office I’ve considered asking them to work in reception so I don’t have to look at the Fisher-Price lumps of plastic. We need to reprogram our phones in the office and the only way to do it is with Windows-based software. The rant that followed me being given this information was so long, so rambling and so littered with swear words that anyone walking in halfway through would have thought someone had just stolen my car. I’ll be the first to admit my Apple addiction borders on an obsession – but it’s an obsession that’s born of need. A need for things to work properly, to function as they should when purchased and with a minimum amount of fuss. Remember the days when you bought a new phone – those dark days pre-iPhone when you looked at football results on WAP (after 12 minutes downloading) and took pictures that were so bad you’d have been better off sketching them with charcoal on a fag packet? Or what about those difficult times when you needed to read a ‘manual’ to work out how to turn the phone on? When Apple’s killer products arrived, manual printers the world over went bust. You see Apple

James Baggott *EDITOR’S NOTE: IS NOW A BAD TIME TO MENTION MICROSOFT HAS created ‘WINDOWS In Car’?*

doesn’t ship kit with a weighty book to tell you how to do things, you just sort of know. Even my 70-year-old dad knew how to operate his iPhone when he finally took the plunge and decided to ‘get with it’. That sort of brilliance of design isn’t something to be sniffed at – these devices we keep in our pockets are complicated, but the difference with Apple is that they don’t feel complicated. Which, some 500 words later, brings me around to the subject of cars. Apple’s design guru Jonathan Ive – a talented Brit – is the man who, alongside the late Steve Jobs, is responsible for some of the most life-changing Apple products you’re probably using right now. His genius makes them usable, functional and beautiful. But what if he’d taken his first choice of career and become a car designer? Apple created a standard human-machine interface that’s yet to be bettered. Many have tried to imitate it, but none has succeeded in mirroring its simple iOS – and

‘The industry needs a software system that’s simple and easy to use’ there’s nowhere that simplicity could be more useful than inside a car. Step into two models in the same class from rival manufacturers and they might as well have been designed on different planets. They’re needlessly complicated. The car industry desperately needs a standard interface; a software system that’s simple, easy to use, familiar even. Why should connecting your phone be so hard to do in some cars yet so easy in others? Wouldn’t it be nice if your music just played through the speakers? Or putting a destination into the sat nav always let you use a postcode? At last we’re taking steps towards that holy grail. Apple announced CarPlay at the Geneva Motor Show – a system that will bring its simple software to the likes of Ferrari, Volvo and Mercedes. I gave it a go and it looks and works fantastically. The sooner this clever tech is rolled out to every car manufacturer – and better still, offered retrospectively for older models – the better. Maybe Jony Ive can still turn his hand to car design after all… and kill off the ever-bloating car handbook in the process.

Who is James Baggott?

He’s the founder of Car Dealer Magazine and managing director of parent company @BlackballMedia, an automotive services provider. He now spends most of his time on Twitter @CarDealerEd and annoying the rest of us. CarDealerMag.co.uk | 29

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Rare Cosworth RS500 comes to the market This Ford Sierra has scarcely been driven and has a hefty price tag to match its immaculate condition, reports Dominic Rust

hen Mike Costin and Kevin Duckworth formed Cosworth in 1958, they can have had no idea that the name would appear on cars such as this 1987 Ford Sierra Cosworth RS500, which is currently up for sale at Lawton Brook. Ian Pearson, group purchasing manager at Lawton Brook, saw the RS500 at The Bonkers Collection and thought it would be a good addition to its existing collection of high-performance cars. ‘This car is a rare thing and has the lowest mileage – at 8,800 – of any RS500 in the country,’ Pearson said. Lawton Brook, based in Knaresborough, North Yorkshire, was formed in 1992 and has a rich history of selling and buying luxury and highperformance vehicles – so it’s little surprise to see the Ford Sierra Cosworth RS500 on its books with the hefty price tag of £65,980. Across the world there are many people who like to collect examples of old Fords – Mark Bailey is one of them. He started The Bonkers Collection after he was given a Mk3 Escort RS1600I by his father. Searching out and buying interesting examples of Ford Escorts started as a hobby but now his collection is one of the most interesting in Europe, if not the world.

Mint Cossie is a collector’s dream

‘The RS500 has been in the collection for about 10 years, which is a long part of its life,’ Pearson added. One car in Bailey’s collection has a royal connection – it is the model driven by Diana, Princess of Wales. A photograph shows her driving the black RS Turbo, with her bodyguard in the passenger seat. The standard version of the Cosworth was sent to Aston Martin at its Tickford site. It revved up the engineering, making many changes to the standard RS Cosworth to make it into the RS500. These changes included a larger intercooler to allow more dense air into the engine. Only 500 were

made and it is famous for dominating the British Touring Car Championship. Three production colours of the Cosworth were available – black, white and moonstone silver. This version was made in August 1987 and was 54th out of the 500 made on the production line. It features a 2.0-litre engine with cross-spoke wheels. A bigger turbo has been added and the car now has 244bhp under its bonnet. This Sierra RS Cosworth RS500 has scarcely been driven, with only 8,800 miles on the clock and just three previous owners. The car has another claim to fame – Rob Halford, the lead singer of Judas Priest, is one of the names on the log book. MTV ranks Judas Priest the secondgreatest heavy metal band of all time. In June 2012, 25 years of the RS500 were marked, and many consider it the pinnacle of Ford output during the 1980s. Its performance is impressive; it reaches 60mph in 6.2 seconds and has a top speed of 153mph. Back in 1987, the RS500 Cosworth was valued at £19,950 but now it can fetch prices of £60,000-plus if it has been looked after. The upgraded version of the RS Cosworth has an estimated economy mileage of 25.2mpg and a five-speed manual gearbox. [CD] Visit autotrade-mail.com to start your free 14-day trial CarDealerMag.co.uk | 31

DASHBOARD.

e’s the most successful driver in the World Rally Championship’s history with an incredible nine titles to his name. He holds the record for the fastest ascent of the buttockclenching Pikes Peak hill climb – and if you haven’t seen the video, go do it now (see below). But most of all, he’s an all-round nice guy and a massive car nut. Sebastien Loeb is a legend among rally car fans and a hero to petrol heads. After years of dominating the world’s rally stages with Citroen, the 40-year-old is now starting at the bottom rung of the ladder once more and taking on a new challenge – competing in the World Touring Car Championship (WTCC) with the coveted French manufacturer. Here, in an exclusive interview with Car Dealer, Loeb talks about crashing his first car, gives his tips for driving on the limit, tries to sell us his Lamborghini Aventador and says he simply doesn’t care how he does in WTCC as long as it’s not finishing last. My first car was a Renault 5 GT Turbo. My friends all drove BMWs, Golf GTIs and Peugeot 205 GTIs at the time I was growing up. We all loved cars. I picked the Renault because I wanted a fast small car. My grandmother helped me buy it second-hand. It didn’t last too long – I crashed it. I’d had the GT Turbo for about a year before I drove it into a pole. I drove it too hard. I bought another one with a broken engine – there were lots of those around – and I swapped it over. I eventually part-exchanged it for a Fiesta RS Turbo. This was no good in comparison as it had too much power going through the front wheels. It understeered all over the place. I soon got rid of that and moved on to a Peugeot 205 Rallye, after that two 205 GTis, then I swapped into a Saxo VTS. I have to say the Saxo was my favourite. I used it to recce rallies before I competed in them. I modified it with a short gearbox, big brakes, better suspension, a roll cage and sports seats. It was a road car, but very quick and great fun to drive. These days I don’t really have much of a car collection. I have my Citroen C4 WRC car that was given to me as a present. I will keep that forever – it’s very special.

��| CarDealerMag.co.uk

I realised I had a talent behind the wheel when I was quicker than all my friends. World Rally legend Sebastien Loeb chats cars, crashes and championships

I like to change my other cars regularly though. I have a Citroen DS5, a Lamborghini Aventador and a Porsche 911 Turbo. I’m changing the latter for a Cayenne and am selling the Aventador – do you want to buy it? I used to drive everywhere on the limit. I realised I had a talent behind the wheel in my Renault 5 when I was quicker than all my friends. I’ve always liked to drive through corners fast and picked up the skill of sliding when my dad would take me to a field in his old saloon and he’d let me handbrake-turn it. I always enjoyed those times. My best piece of advice to upcoming rally drivers is try to get noticed. I started off in a competition in France that had 15,000 entrants. I won the regionals and then everyone was pitched against each other in a national final. I won, but the judge chose the second-placed guy over me. So I tried again the following year and won it again. I then had a call from the guy who is now my team manager who spotted my perseverance. So my advice is: keep trying! In rally you need good notes. You need to be able to anticipate what’s coming up next and you can only do that with good pace notes. You have to focus on what you’re doing at that moment, maybe that’s adjusting brake pressure, but also think about what’s around the next bend. Winning the World Rally Championship in front of my friends and family was a career highlight. Of course, my first World Championship was very special – it finally felt like I’d achieved something – but when I won the final stage, in my home town (Strasbourg), in front of my friends and family, that was something else. It was a very proud moment. I don’t want to be in the queue this year. World Touring Cars is very different and I’m starting from zero again and learning how to improve. Racing is different to rallying; you’ve got other cars on the track at the same time for a start and you need to be perfect everywhere, with every braking point and every corner. These are all new things to me, but I will get the rhythm. I want a good position, but I prefer finishing first.... Loeb was talking to James Baggott

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forecourt.

Jaguar F-Type Coupe Jaguar’s UK marketing director, Ken Forbes, explains the challenges of getting new customers into its cars What’s the idea behind having David Beckham as global brand ambassador? It’s a China thing rather than a UK thing. Beckham is a very recognisable British person who stands for style and athleticism. In this country we have partnered with Jose Mourinho as Jaguar brand ambassador, and the idea behind it is to find people that we think are complementary to the brand and resonate with the people in those markets. Mourinho is urbane, women would like to go out with him and men would like to be him. He transcends football – he’s a thinker, a philosopher and he is a game-changer. That last point is a major component for us at the moment. We’ve got to make sure this is sympathetic to our brand and isn’t crass. You were the number one premium brand in the world in 2013. How difficult has it been to change brand perceptions? We have got to make sure there is still the perception among some people that it’s an old man’s car and brand. F-Type is a massive step forward for us in allowing us to enter new markets. Our growth plans are predicated on broadening the range so we have a more accessible market (XE is a classic example of this) and whether the brand is relevant and cool. When you look at the forthcoming XE

saloon, you’ll see the rear light clusters and the instrument binnacle will be very much like the F-Type’s. It gives the younger driver a link to other performance-orientated models – that’s our strategy for the years ahead. What are your expectations with Coupe? We sold around 1,300 convertibles last year. If you take a look at the sports car market, 70 per cent are coupes while 30 per cent are convertibles, so there is a real opportunity with F-Type Coupe. This will open up a far wider sector for us. I was recently telling our dealers at our dealer conference that we must act as a challenger brand – which is odd for a home-market marque. XE and F-Type are game-changers for Jaguar – so we have got to stop this default setting of people buying a 3 Series, a C-Class or 911. We’ve got to say, ‘Don’t buy a German car, think about the alternative.’ If we’re not disruptive, people will love it but they will stay with what they know. We understand that is a big decision for customers, and similarly the competitors we’re up against are very good. We can never rest on the laurels of ‘but we’re British’. If we did that, it would be a disaster. We have to be far more than this – we have great products that are designed and built in the UK. We are every bit as good as our competitors but we shouldn’t be let off the hook just because we are British.

on test A lot is riding on Jaguar’s brand new coupe sports car. Has the British marque finally What is it?

What’s under the bonnet?

It’s the car life-long Jaguar enthusiasts have been waiting for since 1971 and the demise of the E-Type fixed-head coupe. The F-Type Coupe debuts a raft of new technology compared with its convertible sibling that was launched last year – equipment such as a torque-vectoring braking system, adaptive dampers and optional carbon ceramic brakes. The coupe is a far more focused sports car than the convertible too, and as a consequence the F-Type Coupe comes in R specification – a full-fat and throaty range-topper.

Let’s start with that F-Type R. It uses an engine we’re all very familiar with – namely Jag’s 5.0-litre supercharged V8 with 543bhp. It gargles and crackles its way to 60mph in four seconds, while

��| CarDealerMag.co.uk

its top speed is capped at 186mph. V6S models get a howling 3.0-litre supercharged V6 which serves up 375bhp. Meanwhile, the entry-level F-Type Coupe has to make do with ‘just’ 335bhp.

What’s the spec like? The F-Type Coupe kick-starts the range at £51,235 and comes with 18-inch alloys and leather seats. For £9k more the V6S comes with highperformance brakes, an ‘active sports exhaust’, a limited slip diff and 19-inch wheels. Meanwhile, the predicted best-seller in the UK, the R, sits at £85k. It gets Jaguar’s Adaptive Dynamics System, torque-vectoring braking system (it

CABIN

Inside is a truly modern experience. The cabin is nicely made and is cool and sassy – very different from Jags of old

the knowledge ENGINE

Three choices: Full-fat 542bhp supercharged V8 or V6 supercharged in two flavours. Big V8 will be the best-seller

STYLING

There are some beautiful design touches – and the car as a whole easily rivals the E-Type as most pretty Jag ever

Model: Jaguar F-Type R Coupe Price: £85,000 (as tested) Engine: 5 .0-litre, supercharged V8, petrol Power: 543bhp, 680Nm Max speed: 186mph 0-60mph: 4.0s MPG (comb’d): 25.5 Emissions: 259g/km Residual values (three years): tbc

target buyers:

created an E-Type successor? James Batchelor finds out brakes individual wheels during cornering, helping to eliminate understeer and oversteer), uprated brakes and a unique bodykit with quad exhaust pipes. A carbon ceramic brake system is optional at £7k.

What’s it like to drive? It’s the best Jaguar we’ve ever driven. The coupe is a far more planted machine than its drop-top sister and the R adds a whole other layer of driving pleasure too – immensely powerful and grippy, it’s a supercar in a sports jacket. Our pick would be the V6S, though – it does everything you’d want from a two-seater, sounds a good deal more wondrous and is a sizeable £15k cheaper than the R.

What do the press think? Autocar said: ‘It’ll take a proper comparison to tell if the 911 has finally been bested, but at the moment it looks like the Jaguar F-Type Coupe could be the holy grail of all sports cars.’

What do WE think? Jaguar has done the impossible – it’s produced a proper successor to the E-Type. It’s not all show though, for the F-Type Jag Coupe is a mightily good car. The coupe is the centrepiece in the company’s aim to transform the brand into a statement of British chic that convincingly rivals anything Germany can offer. It’s one hell of a good car.

Porsche 911 owners – in other words, those after an everyday sports car

the rivals: Porsche 911, Aston Martin V8 Vantage, Audi R8

Key Selling Points: 1. Immense V8 power 2. Wonderful noise and presence 3. Beautifully made

Deal Clincher: It’s a fast Jag. It’s quicker around the Nurburgring than the legendary Jaguar XJ220. CarDealerMag.co.uk | 35

forecourt.

Mini Cooper S Mini UK director Chris Brownridge explains why the new Mini is perhaps the best car the firm has ever made New Mini seems to have gone heavy on the technology front. How does that affect the sales method? I think as the product has become more complicated the sales role becomes more complicated as well, so we are looking at lots of new ways to try to support our retailers. One initiative we are running with the Mini dealer network is the idea of Product Geniuses – where we have individuals who understand the technology from top to bottom and can invest a lot of time explaining everything with the customer, much like the Apple model. Will the new model bring more dealerships into the network? We’ve just renewed our contracts with our dealer network and the representation we have now in 143 outlets across the UK is perfect. There isn’t far for the customer to travel to get to their nearest dealership, so I can’t see any changes. The new car has clearly grown up a lot over the years. Do you think it has lost some of the original Mini qualities? If you took Golf Mark I and Golf Mark VI, yet removed all of the iterations in between, you would have a similar case to Mini – there is a 40-year gap between the first Mini and Frank

Stephenson’s car. So I think from an evolutionary point of view, the new car is still very innovative, it is still clearly a Mini in terms of its personality and the way it can be customised. I feel the Mini we have today is one of the best Minis ever. How excited can dealers get about new Mini? We took our dealer network out to Spain to allow them to drive the new car recently and the reaction from them was so positive – and they are a very astute audience. They were so motivated and convinced by the car. I think that’s why we’ve had 4,000 orders placed before we even launched it or held a preview day for customers. BMW Group posted an extremely good February. How important is Mini to those sales figures? Mini is an extremely important part of the BMW Group structure – last year we sold 305,000 cars. In the UK we sold just under 53,000 cars so, again, it is a significant contribution. My role is to continue the great sales success and customer service we offer but also focus on the development areas for Mini. I think the used car business and the corporate sales area is something that will grow over the next few years. I am confident new Mini can surpass the sales figure of last year.

INSIDE

It’s a major step-up in quality. Retro details are paired with proper premium materials – it’s easily a match for an Audi A1

on test

BMW has done the risky job of updating a car that has sold a million. Has it pulled it off

What is it? A brand new start for the humble Mini, with a hatchback line-up that features reworked underpinnings, brand new engines and a longawaited avalanche of on-board tech that propels it into 2014. Both diesel and petrol engines are offered on the hatchback and for now the Cooper S is the most powerful model in the range.

What’s under the bonnet? A new 189bhp, 2.0-litre turbocharged BMW lump resides underneath the slightly less ‘bubbly’ bonnet of the new model and we can happily report that it is an absolute peach. The turbocharger whines, the waste gate audibly ‘exhales’ with every gear change and the sleek ��| CarDealerMag.co.uk

twin chrome tailpipes burble, crackle and spit on the overrun. Fuel consumption was noticeably high during our test drive but there is a ‘green’ mode for those who do not wish to make such swift progress nor visit the petrol pumps every couple of hours.

What’s the spec like? BMW has ramped up the premium feel tenfold in the new Mini. The 8.8-inch display – that now sits where the jumbo speedometer used to – is an optional extra that should most definitely be ticked. Surrounding this new display is an LED ring of ambient lighting that does everything from acting as a rev counter to pulsing a cool blue when an incoming phone call is detected.

Everything inside feels better put together, the seats are more supportive and there’s even a little bit of extra head and legroom for rear passengers. Prices start from £18,650.

What’s it like to drive? Speak to anyone who currently owns a Mini Cooper S and they’ll likely wax lyrical about the ‘go-kart’ handling and grin-inducing engine note, but inquire about ride quality and answers will range from ‘slightly harsh’ to ‘spine-shatteringly awful’. The Cooper S has always been firm, so an entirely revised suspension system (complete with optional adaptive dampers) is welcome news. The new S hasn’t lost the planted nature that allowed it to catapult around corners.

Mini Cooper D Firm believes this is the best Mini ever What is it? New engines, new suspension and tons of very cool tech now feature in the revised Mini Cooper, a car that the Anglo/German manufacturer believes is the best Mini ever. And the Cooper D aims to blend performance with low running costs.

What’s under the bonnet? A brand new 1.5-litre diesel engine that produces 114bhp, returns a great 80.7mpg and emits 92g/km of CO2.

What’s the spec like? Prices start from £16,450, which isn’t cheap, but Bluetooth, air conditioning and DAB come as standard.

What’s it like to drive? It has a great chassis but the 1.5-litre diesel isn’t the most powerful on the market and it does require a bit of gearstick juggling to keep it at optimum rpm, but it’s mightily frugal, offering an impressive 80.7mpg.

What Do THE PRESS THINK? Auto Express said: ‘The brilliant Mini Cooper D is better than ever.’

ENGINE

No downsizing here – Cooper S now has a 2.0-litre turbo petrol. It pops and crackles its way to 60mph in 6.8 seconds

again? Leon Poultney reports What do the press think? Car Magazine said: ‘The faster, quieter, greener, roomier and just plain smarter new Mini is still the default choice for those who want more from a small car than mere transport.’

What do WE think? The new Mini may be bigger than ever before but it is also better in every way. The cabin now looks and feels like a proper premium product yet driver interaction hasn’t been left by the wayside. Customers will be grinning like a loon as the clever rev-matching system blips the throttle on the downshifts and giggling when the exhausts emit a cheeky burble and pop from the rear. It’s just great fun from the minute you slide into the driver’s seat to the moment you park it up.

the knowledge Model: Mini Cooper S manual Price: £18,650 (as tested) Engine: 2.0-litre, turbocharged petrol Power: 189bhp, 278Nm Max speed: 146mph 0-60mph: 6.8s MPG (comb’d): 48.7 Emissions: 136g/km Residual values (three years): tbc

target buyers:

Predominantly younger buyers who place style and fun over and above anything else

the rivals: Abarth 595 Competizione, Alfa MiTo Quadrifoglio Verde

What Do WE THINK? The new Mini is better than its predecessors in almost every single way, and although some may bemoan the more ‘upmarket’ aspects of the latest version, they only serve to improve the car as an everyday driver, as well as aiding those allimportant residual values.

the knowledge Model: Mini Cooper D manual Price: £16,450 (as tested) Engine: 1.5-litre, turbocharged diesel Power: 114bhp, 270Nm Max speed: 127mph 0-60mph: 9.0s MPG (comb’d): 80.7 Emissions: 92g/km Residual values (three years): tbc

Key Selling Points: 1. More comfortable ride 2. Great fun to drive 3. Better quality interior

Deal Clincher: Massively improved overall package and is just £500 more than outgoing model CarDealerMag.co.uk | 37

forecourt. INSIDE

On the whole, the car is nicely made but there is some evidence of cheaper plastics in the lower reaches of the cabin

LOOKS

It’s unique in this sector and has grown nicely from its predecessor. Bright colours with black details look the best

ENGINES

Just two to choose from and they are a petrol and a diesel, both 1.6 litres in capacity. The diesel offers the better package, though

Kia Soul

While the original proved a hit in the USA, Soul never really caught on here. Has Kia now cracked it? Daljinder Nagra reports

What is it?

What’s the spec like?

The second generation of Kia’s overtly funky compact crossover, which aims to inject a youthful sense of fun into the rapidly growing compact crossover sector. With an all-new platform – shared with the Cee’d hatchback – and a revised suspension setup, it promises greater refinement and space and a more grown-up driving experience.

At the time of writing, Kia had yet to confirm full UK price and specification details for the Soul. What it did reveal was that a total of five trim levels will be available, with prices starting at around £12,000 and topping out at £20,000. Some choice toys are offered, too, including a heated steering wheel, ventilated electric seats, DAB digital radio and a plethora of safety aids such as lane-keep assist and automatic high-beam control.

What’s under the bonnet? Two 1.6-litre four-cylinder engines are available, in petrol and diesel flavours. Carried over from the Cee’d hatchback, they are mated either to a six-speed manual or optional six-speed automatic gearbox. Both offer near-identical power, at 130bhp for the petrol and 126bhp for the diesel, and consequently have similar performance figures, with the slower (on paper at least) diesel taking just 0.2 seconds longer to cover the benchmark 0-60mph sprint, at 11.2 seconds. ��| CarDealerMag.co.uk

What’s it like to drive? Much like the Cee’d hatchback, the Soul is a relatively refined and relaxing place in which to spend time tackling long distances. In the corners, too, it remains stable and composed, with no histrionics evident as you up the pace. It’s a little short on driver entertainment – that’s not to say the Soul is boring, however, and it is no worse than rivals when it comes to being an engaging driving

experience. While the petrol and diesel engines are closely matched in terms of power, the diesel offers a surfeit of torque (some 99Nm more), which makes for easier progress both around town and on the open road. The diesel is no less refined than the petrol option, either, and would be our recommendation.

What do the press think of it? Auto Express said: ‘More comfortable, better to drive and smarter – the new car improves on its predecessor in every way and is a characterful addition to the Kia range.’

What DO WE THINK OF IT? There really is a lot to like with this new Soul. Roomy, well-appointed and with a likeable individuality, we expect it to win a lot of fans. Kia itself has remained conservative about just how many units it expects to sell, but this is a credible package that offers something unique in this sector.

the knowledge Model: Kia Soul CRDi manual Price: tbc (£16,000 est) Engine: 1.6-litre, turbocharged diesel Power: 126bhp, 260Nm Max speed: 112mph 0-60mph: 11.2s MPG (comb’d): 58.9 Emissions: 125g/km Residual values (three years): tbc

target buyers

In the USA it’s intended for youngsters, here it’s for more mature types

the rivals: Renault Captur, Nissan Juke, Mini Countryman

Key Selling Points: 1. Unique, funky styling 2. Commodious interior, even in the rear 3. Quality materials

Deal Clincher: One of the few crossovers in this sector which has a genuine sense of fun

INSIDE

looks

A new ‘crystal fibre-like’ trim is used. Outlander PHEV is a strict five-seater; diesel Outlanders have seven seats

The Outlander’s clean looks remain and Plug-in Hybrid models get a unique colour (pictured) and special alloy wheels

Mitsubishi Outlander PHEV

engine

Under the bonnet lies a 2.0-litre petrol engine, and two 60kW electric motors power the front and rear wheels

Japanese firm expands Outlander line-up with a petrol plug-in hybrid that comes with no price premium whatsoever

What is it? It’s an SUV with a seriously clever powertrain that combines a 2.0-litre petrol unit with battery technology. On pure electric power, the car can travel up to 32 miles – even at motorway speeds – and when the batteries are depleted an engine takes over to keep you motoring. But that’s not all – you get all this with no price premium over the equivalent diesel model. That’s an industry first and to put it into perspective, Volvo’s Plug-in Hybrid V60 commands an £11,000 premium over the diesel...

What’s under the bonnet? Okay, take a deep breath and concentrate – because this is no ordinary off-roader. First up, it’s not what’s under the bonnet that matters but what’s hidden in the floor. There, you’ll find a wedge of batteries. As the plug-in name suggests, you can top these up every night, if need be, for around £1, with a normal threepin plug. If buyers do no more than

30-odd miles a day and top the car up every night, they’ll rarely visit the petrol pump. On the occasions when a longer trip needs to be made, you can use the electric range and then rely on the petrol unit to power the wheels, which in itself will do 48mpg.

like the ability to hold a charge and use the petrol engine instead at the touch of a button, and the ability to recharge back to 80 per cent when left on tick-over for just half an hour. Our only complaint would be a rather hard ride.

What’s the spec like?

What do the press think of it?

The bottom-of-the-range GX3h model gets 18-inch alloys, cruise control, aircon, leather steering wheel, reversing camera, Bluetooth and a lot more – it costs £28,249 (after the £5k grant) and the same price as the Outlander GX3 diesel. On higher-spec models there’s a mobile phone app that lets you change the heating settings, view current range and even operate the headlights and horn remotely to make it easier to find in a car park.

the knowledge Model: Mitsubishi Outlander PHEV Price: £28,249 Engine: 2.0-litre petrol, electric motor Power: 119bhp, 190Nm Max speed: 106mph 0-60mph: 11s MPG (comb’d): 148 Emissions: 44g/km Residual values (three years): 49 per cent

What Car? said: ‘If you meet the criteria for a plug-in Outlander, then it’s a seriously tempting proposition.’

target buyers

What DO WE THINK OF IT?

the rivals:

The biggest winners are company car drivers who effectively get a £10k pay rise a year if they’re higher-rate tax payers and get free fuel. Business owners are winners too, as they can write down the full cost of the car in What’s it like the first year. If you’re a normal car to drive? driver then the benefits of no road Pretty good. In EV mode it’s near tax and congestion charge exemption silent. It will hit 60mph in 11 seconds, will be attractive. Our guess is that which is quicker than the diesel, and Mitsubishi won’t be able to produce is all very refined. It’s clever too – them fast enough...

Early-adopters, company car drivers, business users and frugal-minded families

Volvo V60 Plug-in Hybrid, Peugeot 3008 Hybrid4

Key Selling Points: 1. Can do 32.5 miles on electric 2. Engine can charge while on the move 3. VED exempt

Deal Clincher: No price premium. Entry-level model is the same price as the entry-level Outlander diesel CarDealerMag.co.uk | 39

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CarDealerMag.co.uk | 41

FEATURE.

when the going gets

tough The dual purpose sector has risen a whopping 23.3 per cent* between 2012 and 2013 – and its rise has been fuelled in part by posh off-roaders. We travelled to Wales to put our favourite premium mud-pluggers through their paces to decide which is best of them all. JAMES BATCHELOR reports

Porsche Cayenne

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Jeep Grand Cherokee

*SOURCE: SMMT FIGURES

Mitsubishi Shogun

Audi Q7

PIC TURES: max earey

Range Rover

CarDealerMag.co.uk | 43

FEATURE. 4x4 mega test

YOUR VIEW Range Rover is our flagship and a true British success story, designed, engineered and built in Britain. Before its launch in 2012, we asked our customers what they wanted us to change and they told us: ‘Don’t change it, just make it better.’ We set out to create not just the world’s finest luxury SUV but the world’s finest luxury vehicle. Colin Wells, Range Rover UK Product Manager.

THEIR VIEW The Range Rover has proved to be an incredibly popular choice with our customers wishing to have an unrivalled breadth of capability coupled with the finest levels of luxury and refinement. Customers enjoy the comfort and practicality of our highly desirable and capable SUV as well as the security when the terrain or weather becomes tough. Oliver Hodgkinson, dealer principal, Stratstone of Mayfair Land Rover, London

range rover key facts

Features an all-aluminium monocoque body structure that is 39 per cent lighter than the steel body in the outgoing model

45,000

Land Rover dealers globally shifted 45,000 cars to customers in 2013

OUR VIEW

the knowledge Model: Range Rover 3.0 TDV6 Vogue SE Price: £77,910 Engine: 3.0-litre V6, turbocharged diesel Power: 258bhp, 600Nm Max speed: 130mph 0-60mph: 7.4s MPG (comb’d): 37.7 Emissions: 196g/km ��| CarDealerMag.co.uk

3.5

It can tow up to 3.5 tonnes and has a wading depth of 900mm. The ground clearance can extend to 350mm too The Solihull aluminium body shop (where the car is built) uses 75 per cent less energy than the steel workshop

FEATURE

It’s the first Land Rover to feature Terrain Response II, which analyses the current driving conditions and selects the most suitable settings

er vSilvers and

sil

You would have seen in our group shot pictures there is one car that grabs the limelight – it adores having its portrait taken. The Range Rover has a presence that is head and shoulders above all other luxury off-roaders and has superior, if aloof, stature. And it has reason to have such an attitude, really. It leads the way in luxury 4x4 motoring by a country mile. The interior exudes the very best of British style, design, taste and quality. It shows that the combination of wood and leather can be cool if paired properly and the result is a masterclass in opulence. It’s not bad behind the wheel either. Despite its size – it really does dwarf other cars – it feels small and agile on the road. And while the turbocharged V8 diesel seems like the perfect engine in theory, the 258bhp 3.0-litre TDV6 is more than up to the job, mixing fine power with perfectly decent fuel economy. Meanwhile, the car’s wafty character doesn’t equal a roly-poly ride – it has sublime cornering abilities. Land Rover says that it tried to make not just the best 4x4 but also the best luxury car in the world. It’s done it.

greys are the most popular colours in the UK

£8k

Most expensive option on the Range Rover is Autobiography chromaflair paint

china Is the Range Rover’s biggest market – and it’s only set to get bigger with the new LWB Range Rover. The USA and UK follow

IT has a presence that is head and shoulders above all other OFF-roaders

wheels Most expensive are these 22inch diamondturned wheels at £3k

britain The Range Rover is a true British product – it is designed and engineered here and built at Land Rover’s Solihull factory

854k tdv6

From 1970 ri ght through to 2013, 854 ,475 Range Rovers have been sold across the w orld

The 258bhp 3.0-litre turbocharged V6 diesel is the most popular choice. Other engines include a 4.4-litre TDV8 and 5.0-litre V8 petrol CarDealerMag.co.uk | 45

FEATURE. 4x4 mega test

YOUR VIEW The Cayenne has definitely put Porsche on the radar of new customers, but also means existing Porsche owners stay loyal as their lifestyles evolve. In keeping with the Porsche tradition of intelligent performance, the Cayenne offers a choice of petrol, diesel and hybrid models. This helps maintain its attractiveness to buyers, and healthy demand ensures strong residual values. Porsche Retail Group

THEIR VIEW Since its launch in 2002, the Cayenne has broadened the appeal of Porsche to new global audiences and been instrumental in driving forward the success of the company in recent years. It also demonstrates the skill of our engineers in developing fresh concepts to meet evolving customer demands, and which deliver on the expectation of a Porsche being the most sporting car in its segment. James Eastwood, manager, product operations, Porsche Cars GB

porsche cayenne key facts

china

China buys more Cayennes than any other country

£9,979

The most expensive option is the Turbo Powerkit, costing £9,979

OUR VIEW The motoring media shrieked when Porsche revealed the first Cayenne 12 years ago. The idea of the legendary German car maker producing something that wasn’t a sports car deeply unimpressed a large number of the motoring scribblers across the world. But customers loved it. At long last, the Porsche brand was reachable for a far larger number of people than ever before. And while we have all got very familiar with the idea of Porsche producing a 4x4 a decade on, customers are still as loyal. It’s a top seller for Porsche and has some of the best residuals around. Out of all the off-roaders we brought together in Wales, unsurprisingly it was the Cayenne that was the best on the road. Its sporty profile also translates into a finehandling chassis and its punchy 3.0-litre V6 diesel is both economical and a real performer. The Cayenne is no shrinking violet off-road either. Thanks to a number of clever systems, the Porsche is remarkably adept in the rough stuff. It’s a very impressive car.

85% The residual value after three years and 30,000 miles is 85 per cent

Approximately 3,000 Cayennes are sold in the UK every year

diesel

80 per cent of Cayennes sold in the UK are diesel. Globally, petrol is more dominant

the knowledge Model: Porsche Cayenne Diesel Price: £47,390 Engine: 3.0-litre V6, turbocharged diesel Power: 245bhp, 550Nm Max speed: 137mph 0-60mph: 7.4s MPG (comb’d): 39.2 Emissions: 189g/km ��| CarDealerMag.co.uk

107k

The most expensive model in the range is the Turbo S, costing £107,784

650

The Leipzig factory builds 650 Cayennes, Panameras and Macans combined per day

23,000 A total of 23,000 Cayennes have been sold in the UK since 2002 and 550,000 globally

Itâ&#x20AC;&#x2122;s a top seller for Porsche and has some of the best residuals around

WHEELS The most expensive wheel option costs ÂŁ3,941

part-ex The most common part-exchange is the BMW X5, Mercedes ML and Range Rover

10% Typically 10 per cent of the list price is spent on options

colour The most popular colour choices are grey, silver or black

CarDealerMag.co.uk | 47

FEATURE. 4x4 mega test

audi q7 key facts

V12

The 2008 Audi Q7 V12 TDI was the world’s first series production car to be fitted with a 12-cylinder diesel engine

63,543

In 2013, a total of 63,543 Audi Q7 models were produced worldwide

339 75%

The average number of Q7s sold a month is 339

75 per cent of Q7 customers are male

£11,905

The most expensive option is the Audi Exclusive Leather Package 3 with fine Nappa leather and sports seats at £11,905

star Elton John was one of the very first customers to pre-order a Q7, specified with the identical turquoise paint finish and leather interior as that of the Pikes Peak (Q7) Concept

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glasgow Glasgow Audi has sold the most Q7s

USA

The USA sells the most Q7s. Sales increased by 45 per cent in 2013

£52K The average spend on a Q7 is £52,520

YOUR VIEW The Q7 is an undeniably imposing car with huge ‘kerb appeal’, and this of course is a real asset from a sales perspective. The commanding driving position, the deceptively strong TDI performance and all-weather quattro tractability and the inherent air of space and comfort the car exudes – they all continue to make a very strong case for this consistently popular SUV. Russell Wilderspin, sales manager, Southend Audi

THEIR VIEW The Q7 combines all the elements that set an Audi apart, with space for up to seven adults and the largest load capacity in the range. It really delivers for customers who simply want a luxury car with presence, particularly in the new S line Style Edition and Sport Edition formats, but equally importantly it doubles as everyday family transport. It’s definitely a car for all seasons and all reasons, and that’s the secret of its success. Anna Chudley, Q7 product manager

OUR VIEW Strange how time changes cars, isn’t it? When it first appeared in 2006, the Q7 was much criticised for its sheer size and rather ungainly looks. Fast forward eight years and the Q7 has matured into a better car lookswise. In our lineup it looked rather averagely sized but still held on to its upmarket image. Unfortunately, the same cannot be said of the interior. While it’s still well made, as you’d expect any Audi to be, old switchgear and an awkward-looking sat-nav screen do their best to let the cabin ambience down a tad. While it may have seven seats, the two rearmost chairs are only really suitable for children, and the Q7 is still a pricey car, with prices ranging from £43,885 to £64,100. However, it still sells in reasonable numbers in the UK despite its age. The Q7 was one of the first Audis to really stretch the brand into previously uncharted waters, and for a lot of people it’s still a desirable car. And remember those complaints about size all those years ago? The next generation car is sure to grow...

The Q7 was one of the first Audis to stretch the brand into uncharted waters

30-50 The average age of an Audi Q7 customer is 30 to 50 years old

R8 Audi also fitted the same V12 diesel engine to the R8 TDI Concept, which debuted at the 2008 NAIAS in Detroit

28k

Since its market launch in 2006, over 28,000 Q7s have been sold in the UK

the knowledge Model: Audi Q7 3.0 TDI 245 S line Plus Price: £51,475 Engine: 3.0-litre V6, turbocharged diesel Power: 242bhp, 548Nm Max speed: 135mph 0-60mph: 7.6s MPG (comb’d): 38.2 Emissions: 195g/km CarDealerMag.co.uk | 49

FEATURE.

YOUR VIEW Among the many things that Jeep Grand Cherokee offers is fabulous value. We see a steady flow of customers, some driving rival 4x4s, who are amazed at the package the Grand Cherokee offers, such as £10,000-worth of standard options. I’m often asked: ‘Is this included as well?’ Paul Jones, Chris Variava Chrysler Jeep, Nottingham

THEIR VIEW The new 2014 Grand Cherokee has brought the Jeep brand a huge leap forward. Our ‘Flagship Model’ is now recognised as a refined, very wellequipped and really credible alternative to other SUV brands. The car has moved forward in terms of styling and refinement, and retains the best of the Jeep Off-Road ‘DNA’, with Selec-Terrain, Quadra-Lift and Quadra-Drive II all featuring. Tom Wainwright, product manager, Jeep & Chrysler UK

OUR VIEW We Brits love to wave the patriotic flag and point to the Range Rover for an off-roader with impeccable pedigree. But the Jeep Grand Cherokee has, perhaps, an even greater heritage – one which the British all too often scoff at. The American company has realised that the only way into Europeans’ hearts is to make its cars European, so the new 2014 model year Grand Cherokee gets a completely redesigned interior constructed out of better-quality plastics and improved on-road manners. Jeep has done a good job of these two areas. The cabin is far more of a special place than it used to be, and has a lavishness not commonly associated with Jeep products. Behind the wheel you can certainly feel it’s a heavy car but it’s not a wallowy old beast through the twisty stuff – the chassis is a triumph. And naturally, it’s rather good off-road too, thanks to a plethora of systems and gadgets designed to make going off the beaten track a comfortable experience. Finally the Jeep stands up as a perfectly decent luxury off-roader. Whether it will be able to plant a flag in the UK and attract sales is quite another game entirely.

the knowledge Model: Jeep Grand Cherokee Overland Price: £45,695 Engine: 3.0-litre V6, turbocharged diesel Power: 247bhp, 569Nm Max speed: 126mph 0-60mph: 8s MPG (comb’d): 37.7 Emissions: 198g/km ��| CarDealerMag.co.uk

jeep grand

cherokee key facts

3.2

The Quadra Lift Air Suspension has a 3.2 cm scope to lower and raise the suspension of the vehicle for different terrain

honour

A battered Second World War Jeep survived two beach landings and ended up receiving a Purple Heart US military decoration

New Grand Cherokee has over 60 active/ passive safety features

15m

The Jeep brand celebrated its 70th anniversary in 2011. Up to then, more than 15 million Jeep vehicles had been produced

pioneer

Jeep Grand Cherokee was one of the pioneering SUVs that ushered in the modern midsize SUV segment in the early-1990s

ck aThe colour

4x4 mega test

black was the most popular choice in 2013

Grand Cherokee SRT has a 0-60mph acceleration of just five seconds

8-speed Grand Cherokee is the first Jeep vehicle to feature an 8-speed automatic transmission (developed in conjunction with ZF)

IT perhaps HAS an even greater heritage – one which the BritS all too often scoff at

grille

Jeep’s seven-slot grille is a registered trademark

100

The Grand Cherokee’s Thin Film Transistor (TFT) driver display has more than 100 different configuration options for driver personalisation

The 6.4-litre V8 used in the SRT was not the bes tseller in 2013 . That was the 3.0-litre V6 diesel

jeep

The word ‘Jeep’ is used as a common term for any four-wheel-drive vehicle in countries around the world

CarDealerMag.co.uk | 51

FEATURE. 4x4 mega test

mitsubishi

shogun key facts

1867

Shogun is the name for a military governor in Japan before 1867

UAE

Number one market is UAE – where 7,388 units were sold in 2013

£740

The average spend on a Shogun is £31,574.22. The average spend on accessories is £740

700

Shogun has a wading depth of 700mm

The average build time is three days

106,645

Over 106,645 units have been sold in the UK since its launch

star

Jackie Chan was used to advertise the Shogun in Japan

aberdeen Station Garage in Aberdeen has sold the most Shoguns to date

120-200

Number of units per day ranges from 120-200 ��| CarDealerMag.co.uk

Shogun is a 12-time Paris-Dakar winner

YOUR VIEW The lever to engage four-wheel-drive lock is endearingly charming

Shogun has been a bestseller for Mitsubishi for around 30 years and it’s not hard to work out why. It’s the sort of vehicle that Mitsubishi is probably best known for – it’s chunky, rugged and reliable. And although we’re in quite a builtup area, much of Essex is fairly rural, so there’s a steady demand for it. Scott Fogharty, general manager, Mack Mitsubishi, Chelmsford

THEIR VIEW The Mitsubishi Shogun remains one of the UK’s favourite SUVs. Since its launch in 1982, more than 100,000 units have been sold. Its advanced 4WD system and robust design make it the ideal choice for thousands of loyal customers. The Shogun has remained true to its off-road heritage whilst adding luxury specification over the years. Its price continues to undercut the competition, making its appeal even broader. Richard Shortridge, product planning manager, Mitsubishi Motors in the UK

OUR VIEW

The Americans have Jeep, the British have Land Rover and the Japanese have the Shogun. It’s an institution and arguably the definitive off-roader from the Land of the Rising Sun. The current generation of the car has been around for more than a decade but it’s still a likeable old thing. The car cuts such a distinctive shape in our line-up and what with that boxy styling it couldn’t be anything but a Shogun. Unsurprisingly, it’s more at home off the road rather than barrelling along smooth asphalt. Compared with the Range Rover’s fancy buttons and knobs, the Shogun’s lever to engage fourwheel-drive lock is endearingly charming. But like the Range Rover, behind the wheel you get the sense of invincibility – no terrain is too much for the old girl. With prices recently slashed by £5,000 it’s hard to complain about too much, either. Sure, the engine sounds asthmatic, the build quality is patchy in places and the whole driving experience feels a little old-fashioned, but with the top model retailing for just £36,799 it strikes us as a bit of a bargain.

Percentage of returning customers is high at 70 per cent

1982 Shogun began production in 1982

the knowledge Model: Mitsubishi Shogun 3.2 SG4 Auto 5d Price: £36,799 Engine: 3.2-litre, four-cylinder turbocharged diesel Power: 197bhp, 440Nm Max speed: 111mph 0-60mph: 11.1s MPG (comb’d): 33.2 Emissions: 224g/km CarDealerMag.co.uk | 53

FEATURE. 4x4 special verdict

WE travelled to Wales in order to find out one thing: who builds the best luxury 4x4? You couldn’t call these cars cheap, and in this class customers are looking for one thing: does this car make me feel special? And that’s the benchmark we used in order to find our winner. Taking last place is the Mitsubishi Shogun. It’s by no means a bad car. While it may effectively be a 12-year-old design, the Shogun has a very unique and likeable character. In this company, it falls short in many areas – refinement, build quality, and

ride and handling – but it scores big points in off-road capabilities and price. Fourth spot goes to the Jeep Grand Cherokee. Like the Shogun, the Jeep is a very capable and impressive product. It’s a massive step up over its predecessors, but while it may give off a ‘special’ feeling, the Americans haven’t quite got the measure of the Europeans just yet. Audi’s Q7 may well be getting on a bit now but its once off-putting looks and size have matured into a likeable package. However, in the face of more modern rivals,

the Q7 feels just a bit too last decade to break into the top two. Speaking of which, the Cayenne nabs the second spot here. It’s an incredibly capable thing, this – on-road and off-road manners are equally impressive. It also mixes sportiness and roughtie-toughtie characteristics seamlessly. But there’s a big but – and it’s the Range Rover. The British marque is so far in front of anyone else it’s quite embarrassing. It’s unrivalled in the ‘special’ stakes. It’s a triumph of engineering. [CD]

4x4 rankings

5 4 3 2 1

Mitsubishi Shogun

Jeep Grand Cherokee

Audi Q7

Porsche Cayenne

Range Rover

HHH

HHHH

HHHHH

What we liked: Distinctive looks, great value-formoney package, off-road capabilities, good levels of kit

What we liked: Bold and imposing looks, big improvement in build quality, impressive off-road

What we liked: Styling has mellowed, great build quality, spacious inside and strong engine

What we liked: Great on-road manners, good offroad capabilities, beautifully designed and appointed cabin

What we liked: Unrivalled off-road, peerless image, superb build quality, exceptional levels of refinement

What we disliked: It feels old, ride is a bit too bouncy, diesel engine feels strained and unrefined

What we disliked: Still falls short as a luxury package compared with European rivals, a little pricey

What we disliked: Starting to feel a little dated, cabin design looks old-fashioned, expensive

What we disliked: Awkward looks haven’t got any better, rather pricey, a little cramped in the rear

What we disliked: Expensive even before options list is looked at, perhaps a little too bling for traditional UK buyer?

��| CarDealerMag.co.uk

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FEATURE.

TRADING UP

Charity coffers put Our own wheeler dealer moves on to his third car but gets more than he bargained for MAIN DEALER COMES TO THE RESCUE WITH OVERHAUL Following last month’s success with the Rav4 that Jim Reid offered to us, I’ve decided that buying a run-of-the-mill Euro box wasn’t the way to go if I want to make some quick bucks. So, I decided to plough deep into the depths of my experience and look for stuff that was going to stand out, something that a specialist would snap up and something that I had owned, so I would at least have a fighting chance of not buying a complete nail – or so I hoped – and I found just the thing. On last month’s Real Deals page, we featured a 1995 Jaguar XJS and I thought it would be perfect for Trading Up, and as you may have read last month, we picked this up from Jonnie Sparshatt at Sycamore Cars in Emsworth. Once I explained what we were looking to do, Jonnie was only too happy to knock a few quid off the trade price. Eventually, we agreed on £2,200. The test drive didn’t start well, a rough idle and what I thought was maybe a puff of smoke were followed by a drive with more wallow than a marshmallow factory. However, the body was sound enough, all the electrics worked and it had a wad of service history that any collector would love. After a few miles, she settled down and ran smoothly, confirming that the initial rough running was due to the fact that she had sat around for about six weeks during some of the wettest weather we’ve ever seen. Deal done, I drove her home and tweeted about the next project. As a result, Alistair Jeff from Auto Trader put me in touch with Brett Ward of Harwoods, which runs the Jaguar franchise in Chichester. After the initial ridicule for buying an old Jag, Brett offered to get the car into its dealership and see what could be done to sort out the perished bushes, give her a spruceup, and MOT and service her. Well, that was the

As soon as our £2,200 was handed over, the Jag was put straight into the Harwoods workshop

plan, but as we all know, buying older stock with rose-tinted glasses is nearly as bad as sitting in front of eBay after a bottle of red wine… What did I say about not buying a complete nail? My inspection showed she had a solid body, good electrics and, aside from a well-worn driver’s seat, a very good interior. However, once the boys at Harwoods got on to her, the list of work needing to be done was, err, a little longer than

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I had hoped for. However, Harwoods is a main dealer group and when it looks at something it looks at it from a point of view of making sure that it’s done properly. I’m hoping to get her back in a few days, serviced, MOT’d, with new suspension at the front and with a very clean bill of health from one of the UK’s foremost Jaguar dealerships… this must make her worth a few quid to someone. I’ve

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into classic cat

‘‘

It is nearly as bad as being on eBay after a bottle of red wine

been closely watching the classifieds and these things are starting to appreciate. I am hoping we should clear at least £2,000 profit towards our charity target. However, we all know what happens with the best-laid schemes of mice and men, and with this being a 20-year-old Jag, my fate is very much in the hands of the gods. andy@blackballmedia.co.uk

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CarDealerMag.co.uk | 57

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CarDealerMag.co.uk | 59

focus on.

F&I

The perfect partnership Autoguard Warranties

ome of the best business relationships in life are when two companies work as a partnership – understanding the needs of each other and working hand-in-hand. That’s certainly the case between leading warranty company Autoguard Warranties and its dealer customers, believes the firm’s director Rob Dockerill. ‘Since 2010/2011, I have got rid of more than 300 dealers from customer base – I don’t want their business. That’s because they haven’t bought into our philosophy – and that philosophy is one of partnership,’ he says. ‘The way to success is that our dealers back us 100 per cent and we will back them 100 per cent. It’s a simple philosophy but one that is effective and easily understood.’ It’s a philosophy that has obviously worked because the company has enjoyed massive growth recently. The Autoguard name may have been around for the past four decades, but it is only now that the name has become one of the leading names in the car warranty sector. ‘Autoguard Warranties has been around since 1976, but it hasn’t been used as a physical company and sitting only as a trademark owned by Car Care Plan,’ Dockerill explains. ‘I was a self-employed warranty salesman and rep from 2002 to 2008 and I got bored and fed up with fighting with the warranty company I was working on behalf of. I felt there was an area in the market where the job could be done properly and that’s why I decided to start Autoguard. ‘The business started out with me and one other person – now there are 17 people on

��| CarDealerMag.co.uk

W: autoguardwarranties.com T: 08432 271499

the road and about the same internally. We have experienced double-digit growth year-on-year. We are probably one of the leading warranty companies in the UK now and do around 50,000 warranties a year. We really are going from strength to strength.’ Along with the concept of working in partnership with its dealers, Dockerill puts the company’s recent success down to the level of service it provides. ‘I think the reason for the success is that we are in a market that is looking for something that has been missing for a long time,’ he explains. ‘I think that is service. We’re here to pay claims – we’ve paid an awful lot of claims – and we listen to our dealers’ needs and we build programs to match those needs. Rather than saying: “We’ve got a red one, a blue one or a yellow one, which one do you want?” We actually say “Forget about the colours at the moment, tell us what you are looking to achieve and we will try and build something around it.”

‘The needs of most dealers are fairly simple. But listening to those needs and being flexible in delivering a service is the hard bit – and it’s here where I think we have differentiated ourselves within the market. It’s that flexibility that’s key. Autoguard Warranties has a number of easyto-understand products for its dealers including mechanical breakdown insurance for new and used vehicles, and GAP insurance and prides itself on working with its dealers to create better products. ‘I will give you a prime example of this,’ says Dockerill. ‘We introduced a 15-month warranty. The reason for this is that a lot of our dealers were giving away three months and had difficulty upgrading the customer to a longer warranty. I sat down with some of our dealers when they were dealing with their customers and the customers were saying that

you can trust

The Autoguard Warranties team they didn’t like the idea of paying £299 for 12 months when they already have three months free. These are the benefits of working within a partnership – we learn how we can both work better.’

Autoguard Warranties works mostly with independent dealers and a handful of dealer groups across the UK and Northern Ireland – and the plan is to talk to more dealers over the next three years. ‘One important point that separates us from the competition is our insurance,’ says Dockerill. ‘We don’t take any risk ourselves – everything is underwritten with UK licensed insurers, we have had the same insurer from day one. ‘We have just signed a three-year contract with our current insurer and that is unique – no other warranty in the market can say that. I have been

working with the same insurer since we began – and the fact that our insurer recognises that we are a business that turns over £10m a year and does 50,000 warranties a year and agrees to another three years with us is a sign that they believe in us.’ But Autoguard doesn’t want to stand still. It aims to launch new products and benefits to give dealers’ customers greater protection and wishes to attract more dealers to partner with. ‘Our ideal dealer is one that wants to do the job properly, wants to deliver a quality product and a quality service,’ Dockerill explains. ‘What we don’t want and what we struggle with is dealers that want to sell a car and never hear from the customer again. They want to get them out the door as quickly as possible and frankly they don’t care if the customer does not come back. ‘There are certain standards we are looking for; we want a dealer who wants to build on the quality of service from the warranty side. The warranty business is generally about the economies of scale: the better you do, the better it runs. If you sell one warranty a week and get one claim, it is not going to work. If you do 10 a week and get two claims, it will work.’ Dockerill added that Autoguard enjoys working with dealers that are proactive in their advertising and marketing, as well as family businesses that have some heritage. ‘Long-term relationships and longterm partnerships deliver better quality to the customer.’ By James Batchelor (@JRRBatchelor)

CarDealerMag.co.uk | 61

Youâ&#x20AC;&#x2122;re better off with the UKâ&#x20AC;&#x2122;s No.1 in Paint and Fabric Protection â&#x20AC;&#x153;Listers Group has been in partnership with Supagard since 2000. We have an extremely good relationship and the account management and dealer support has been excellent from day one. This can be borne out from the fact that Listers Group is currently achieving 52% penetration across all new and used retail customers. It is a relationship which we are extremely proud of and look forward to many more successful years.â&#x20AC;? Andy +LFNV Group Finance & Insurance 'LUHFWRU Listers Group

Supagard Limited 19-27 Gavinton Street, Muirend, Glasgow G44 3EF Tel: 0141 633 5933. Fax: 0141 637 7219

www.supagard.co.uk

ďż˝ďż˝| CarDealerMag.co.uk

focus on.

F&I

A fantastic opportunity Supagard

W: supagard.co.uk T: 0141 633 5933

ith the knowledge that the FCA is undertaking a first market study into the practice of selling insurance add-ons, dealers right across the UK may well feel a little uncertain about the future. But one company thinks the signs are good – and, if anything, dealers should be optimistic about rising to the challenge. ‘The announcement that the FCA is reviewing specific regulations is a positive step forwards,’ says Nick Horton, Supagard sales director. ‘It should be seen as a fantastic opportunity for the motor industry to raise its own profile with regard to its approach to retailing and ensuring that customers are treated in a credible and authentic manner. ‘In addition, the proposed FCA regulations also represent an excellent opportunity for dealers to ensure that the retail customer is able to make well-informed decisions when buying additional products and services.’ Dealers of all shapes and sizes will have to take an intermediary path for the foreseeable future while the FCA conducts its study but, whatever the result, Horton believes dealers will be able to effectively manage the impending changes. ‘Clearly as an industry we are in a transitional period regarding the promotion of certain F&I products,’ he explains. ‘Regardless of what the

‘‘

Clearly as an industry we are in a transitional period regarding the promotion of certain F&I products. ultimate outcome and impact of the new FCA regulations are, the focus on additional product sales should be a constant, despite the possibility of potential changes to product portfolios.’ One product that has always been a ‘constant’ source of revenue and customer satisfaction is paint and fabric protection. It’s been an important part of a dealer’s portfolio for decades and for good reason. Why? Well, put quite simply, dealers can make a healthy profit on such products and customers drive away happy knowing that their vehicle is protected from the elements. And Supagard is a go-to brand in this respect. It holds the position of market-leader in the UK and has more than 25 years experience of creating highquality products which benefit both the dealers and customers. The business started in Glasgow in 1988

and has grown to become the preferred choice of vehicle manufacturers and the top dealer groups within the UK. Along with its paint sealant – which protects cars from ultra violet light, atmospheric fallout and acid rain – Supagard has a raft of products designed to boost your profits, including fabric, vinyl and leather protection, as well as key finder and security etching. That comes on top of a range of aftercare packages that can help dealers enjoy increased turnover. All of Supagard’s products are backed by stringent and effective support and training programmes, too. A team of more than 25 area managers are on the road to help dealers grow profit margins. But even with a quarter of a century’s expertise under its belt, Supagard is continuing to look at ways to improve its offering to dealers. ‘We are most excited about the new products and services we will be bringing to market in 2014,’ Horton explains. ‘We have made some important investment in product research and sales technology in order to offer current and prospective clients an innovative approach to vehicle-protection systems. Our excitement is amplified by the fact that many of the initiatives are not currently available within our sector.’ By James Batchelor (@JRRBatchelor)

CarDealerMag.co.uk | 63

��| CarDealerMag.co.uk

focus on.

F&I

We’re in pole position Gen-3

W: gen-3glasscoat.com T: 01753 215311

aint protection has always had an important role to play in dealers boosting their profits through add-ons and the like, but it would seem the stakes have just risen – and for the better. Paintseal Europe – the parent company of leading paint protection company Gen-3 Glasscoat – strongly believes that following the FCA’s recent announcement that it is to review the selling of GAP policies in the industry, dealers should be looking a lot more closely at high quality add-ons to substitute revenue loss. ‘The FCA has maintained that it wants to improve the way add-ons are offered and sold to the consumer,’ says John McLellan-Grant, PSE operations director. ‘This announcement will have many dealers potentially shying away from promoting and selling insurance products, which could mean the FCA reviewing their procedures and policies.’ McLellan-Grant believes that dealers should treat the announcement as good news, as add-on products will get a much stronger image boost. ‘With the main add-ons on both new and used cars being GAP, paint protection, smart insurance and tyre and wheel alloy policies, it will almost certainly raise the profile of paint protection, as it is not currently under any speculation or covered as an insured product. ‘Dealers will be shopping about for comparable products, with value for money being a key

objective, and consumers should also be better qualified now when being sold any add-ons.’ And this is where Gen-3 Glasscoat comes in. Twice winner of the Car Dealer Power award for Best Paint Protection, Gen-3 Glasscoat is rapidly creating a very big name for itself in the sector, thanks to being unique. It uses a special formula to give a ceramic-hardened glass-like finish. ‘Gen-3 Glasscoat is the only true ceramic paint coating in the market,’ says McLellan-Grant. ‘It’s a high-end product and competitively priced to dealers. It retails from £399 to £799 and is not available on eBay.’ Gen-3 Glasscoat burst on to the scene in 2008 and has experienced enormous growth since then. The company can count Renault UK, Renault SA (France), Hyundai Motor UK, Suzuki, SsangYong and Mitsubishi UK as happy customers as well as a raft of independent dealers in the UK, and Gen-3 is now

an official licensed product for the Lotus F1 Team and continues to be used on Boeing aircraft. ‘We have had an excellent first quarter this year,’ says McLellan-Grant. ‘We are very optimistic 2014 will be a great year for our dealer customers and us. We’ve got new product packs and kits on the way to boost our offering to dealers, we have new training modules for our dealers and our European operations will continue to grow.’ However, the really big news is to do with bird poo. Along with Gen-3 Glasscoat’s five-year guarantee, the product now has an optionally underwritten guarantee against birdlime damage. ‘This guarantee is an example of how resilient the product is against birdlime. ‘It has caused a big shock in the industry – no other paint protection product comes with such a guarantee. We are unique. ‘In contrast to European customers, UK car buyers are becoming increasingly more knowledgeable about add-on products like paint and fabric protection. ‘A lot of our dealers are reporting customers are returning to the showroom after they have bought the car because they have had the chance to do their research in their own time. ‘High quality add-ons have always given dealers a profit-making opportunity, but the opportunity has suddenly got a whole lot more appealing.’ [CD] By James Batchelor (@JRRBatchelor)

CarDealerMag.co.uk | 65

DATA FILE.

Thestatistics n

SMMT Sales Data

Taking Stock

Strongest set of registrations since March 2004 SMMT: Figures are a reflection of growing consumer confidence

arch 2014 recorded a rise of 17.7 per cent in new car registrations, SMMT figures reveal. Total sales of 14-plate vehicles hit 464,824, while year-to-date registrations were up 13.7 per cent to 688,122 units. March’s strong performance has led the organisation to declare that only March 2004 saw higher registrations since the move to a twice-yearly platechange system in 1999. ‘New car registrations surged 17.7 per cent in March to 464,824 units, a surprisingly strong level of growth and a reflection of intensifying consumer confidence and the availability of great new products,’ said Mike Hawes, SMMT chief executive. ‘Given the past six years of subdued economic performance across the UK, there is

still a substantial margin of pent-up demand that is contributing to a strong new and used car market. ‘There has never been a better time to buy a new car, thanks to attractive finance deals and advanced technologies that often make new cars cheaper to run. ‘We expect the market to continue to perform positively for the rest of the year, albeit at a more modest rate.’ Richard Lowe, head of retail and wholesale at Barclays, said: ‘We have seen yet another month of growth in new car registrations, partly driven by the all-important March plate change, but also helped by the continued availability of attractive manufacturerfunded finance deals. ‘UK consumers appear to be changing the way they buy new cars, opting to look beyond the price

ticket on the windscreen in favour of affordable monthly payments. While these tempting deals continue to be offered, demand is likely to continue to remain strong for some time.’ Sue Robinson, director of the National Franchised Dealers Association, said: ‘It is encouraging to see that new car registrations were up an impressive 17.7 per cent. ‘The market in March was significantly high, as expected, and is a further reflection that consumer confidence is slowly but surely returning. Car dealers across all regions of the UK have reported strong footfall in their showrooms. Increased sales are supported by strong manufacturer deals and competitive finance offers that are encouraging consumers to buy. We are hopeful that this is a trend that will continue.’

Fiesta refuses to give up number one position THE Ford Fiesta retained its place as the UK’s best-selling new car in March. And as well as topping the list for the month, it’s also the most popular car of the year so far. Ford’s supermini led the way in March with 25,753 registrations, while its bigger brother Focus came second with 16,860 units. The Vauxhall Corsa held strong in third place, recording a total of 16,231 registrations. This was around 600 units fewer than the Focus but significantly in ��| CarDealerMag.co.uk

front of the fourth-placed car, the Volkswagen Golf (13,142). In fifth position was Vauxhall’s Astra with 11,359 units, while Nissan’s Qashqai was sixth (8,858). The Volkswagen Polo and Fiat 500 took seventh and eighth places with 8,306 and 8,136 units respectively. Making up the top 10 were the BMW 3 Series, in ninth place with 7,782 cars registered during March, and the Toyota Yaris in tenth position (7,438). The figures for the year-to-date reflect just how far ahead the Ford

Fiesta is, with 39,240 registrations to its name so far in 2014. In fact, the top five in the year-to-date stats reflect the sales for the month of March, with the Focus in second with 24,759 units, Corsa in third with 23,839 units, Golf in fourth with 19,160 and the Astra in fifth with 17,465. Running down the rest of the year-to-date top 10 from sixth place onwards, the SMMT lists the VW Polo (13,631), Nissan Qashqai (12,937), Fiat 500 (11,685 units), Audi A3 (11,583), and BMW 3 Series (11,027).

SMMT sales data Mar/year to date

Top

Most-improved manufacturers in March MG

+780%

SsangYong +228% Dacia

+201%

Renault

+113%

Maserati

+98%

Bottom

Worst-performing manufacturers in March Proton

-100%

Perodua

-96%

Infiniti

-67%

Chevrolet

-36%

Lotus

-30%

Maserati +98.08%

Mini -26.02% Figures supplied by SMMT

March 2014

Marque

2014

Abarth Alfa Romeo Aston Martin Audi Bentley BMW Chevrolet Chrysler Citroen Dacia Fiat Ford Honda Hyundai Infiniti Jaguar Jeep Kia Land Rover Lexus Lotus Maserati Mazda Mercedes-Benz MG Mia Mini Mitsubishi Nissan Perodua Peugeot Porsche Proton Renault Saab Seat Skoda Smart SsangYong Subaru Suzuki Toyota Vauxhall Volkswagen Volvo Other British Other imports Total

305 1,134 199 28,841 250 26,977 1,329 409 15,601 4,973 12,749 63,149 13,036 14,930 34 4,150 441 14,787 11,987 2,142 26 103 8,576 22,369 361 0 6,769 1,830 25,529 2 21,564 1,466 0 13,805 1 9,429 12,907 823 295 505 8,472 19,148 50,068 36,276 6,827 104 146 464,824

% market share 0.07 0.24 0.04 6.20 0.05 5.80 0.29 0.09 3.36 1.07 2.74 13.59 2.80 3.21 0.01 0.89 0.09 3.18 2.58 0.46 0.01 0.02 1.84 4.81 0.08 0.00 1.46 0.39 5.49 0.00 4.64 0.32 0.00 2.97 0.00 2.03 2.78 0.18 0.06 0.11 1.82 4.12 10.77 7.80 1.47 0.02 0.03

March 2013

2013

266 964 141 25,452 148 21,767 2,080 513 14,606 1,651 10,020 54,702 12,471 12,157 104 3,505 312 12,608 12,994 1,550 37 52 6,092 18,870 41 0 9,150 2,185 20,658 55 19,857 1,097 8 6,493 0 6,828 9,711 987 90 519 7,089 17,925 42,017 31,091 5,736 69 138 394,806

% market share 0.07 0.24 0.04 6.45 0.04 5.51 0.53 0.13 3.70 0.42 2.54 13.86 3.16 3.08 0.03 0.89 0.08 3.19 3.29 0.39 0.01 0.01 1.54 4.78 0.01 0.00 2.32 0.55 5.23 0.01 5.03 0.28 0.00 1.64 0.00 1.73 2.46 0.25 0.02 0.13 1.80 4.54 10.64 7.88 1.45 0.02 0.03

% change 14.66 17.63 41.13 13.32 68.92 23.94 -36.11 -20.27 6.81 201.21 27.24 15.44 4.53 22.81 -67.31 18.40 41.35 17.28 -7.75 38.19 -29.73 98.08 40.77 18.54 780.49 0.00 -26.02 -16.25 23.58 -96.36 8.60 33.64 -100.00 112.61 0.00 38.09 32.91 -16.62 227.78 -2.70 19.51 6.82 19.16 16.68 19.02 50.72 5.80 17.73

2014 420 1,576 257 43,766 472 37,937 2,561 590 24,178 6,821 18,782 94,876 18,265 23,103 116 5,474 716 21,608 17,098 3,040 43 187 12,487 33,799 546 5 9,767 2,727 37,808 12 32,433 2,140 1 17,656 1 14,023 20,307 1,290 429 670 11,520 27,732 74,292 56,271 9,909 202 209 688,122

Year to date (YTD) % market share 0.06 0.23 0.04 6.36 0.07 5.51 0.37 0.09 3.51 0.99 2.73 13.79 2.65 3.36 0.02 0.80 0.10 3.14 2.48 0.44 0.01 0.03 1.81 4.91 0.08 0.00 1.42 0.40 5.49 0.00 4.71 0.31 0.00 2.57 0.00 2.04 2.95 0.19 0.06 0.10 1.67 4.03 10.80 8.18 1.44 0.03 0.03

2013

378 1,486 259 38,262 262 31,322 3,027 725 22,187 1,978 14,877 84,347 18,144 19,986 120 4,978 506 19,204 18,765 2,261 42 87 9,075 29,002 81 0 11,934 3,043 33,931 98 31,260 1,660 12 9,806 1 10,457 15,504 1,464 163 669 9,956 26,065 69,227 49,260 8,926 186 215 605,198

% market share 0.06 0.25 0.04 6.32 0.04 5.18 0.50 0.12 3.67 0.33 2.46 13.94 3.00 3.30 0.02 0.82 0.08 3.17 3.10 0.37 0.01 0.01 1.50 4.79 0.01 0.00 1.97 0.50 5.61 0.02 5.17 0.27 0.00 1.62 0.00 1.73 2.56 0.24 0.03 0.11 1.65 4.31 11.44 8.14 1.47 0.03 0.04

% change 11.11 6.06 -0.77 14.39 80.15 21.12 -15.39 -18.62 8.97 244.84 26.25 12.48 0.67 15.60 -3.33 9.96 41.50 12.52 -8.88 34.45 2.38 114.94 37.60 16.54 574.07 0.00 -18.16 -10.38 11.43 -87.76 3.75 28.92 -91.67 80.05 0.00 34.10 30.98 -11.89 163.19 0.15 15.71 6.40 7.32 14.23 11.01 8.60 -2.79 13.70

CarDealerMag.co.uk | 67

TAKING STOCK. Remarketing specialist BCA gives its thoughts on matters that are important to dealers for the months ahead. Here’s what it has to say . . .

Values fall as volumes rise but dealers experience busy time – with more to come says Simon Henstock, BCA’s UK network operations director

ur latest Pulse report shows that the headline average value fell in February, compared with January, as used car volumes continued to rise during the month. Despite this, values remain ahead year-on-year and demand was strong across the board for good-quality used stock. There were small value falls in the fleet and lease and dealer sectors, while nearly-new values continued to decline from the record level seen in December. Our data shows that the average car sold at BCA in February realised £7,330, down by £51 compared with the previous month, but ahead year-on-year by £274 or 3.8 per cent – a bigger percentage increase than we saw in January. Both average age and mileage rose slightly over the month, while average performance against CAP Clean improved by a point to 98.74 per cent. Volumes rose in February and that trend has continued over the following weeks. The SMMT was expected to report on a strong March at the time of writing and, as every new car sale typically generates a chain of used car activity, there will be greater volumes from fleet and contract-hire sources as well as increasing numbers of dealer part-exchange vehicles. Feedback from main dealers suggests they saw a busy March and are expecting more of the same in April, which

‘Sellers shouldn’t “chase” the market with stock that appears overvalued.’ in turn will generate a significant rise in volume through remarketing channels. Even though we are reporting some pressure on average values, used car demand remains very strong, particularly for retail-quality vehicles. However, as volumes rise, the supply-anddemand dynamics of the market will change and sellers should be planning for this with their remarketing partners. As always, the best cars will continue to sell well, but for vehicles that are in poorer condition, of a lower spec or with

Average car dealer part-exchange down

£33

Fleet and lease cars averaged

£9,191

��| CarDealerMag.co.uk

Average car sold at BCA for

£7,330

higher mileage, it is vital they are valued to sell in line with market sentiment. Sellers should consider pre-conditioning vehicles to sell first time, if necessary using Smart Prepared techniques to make sure their cars look ‘retail-ready’ when they are offered for sale. Post-Easter values have typically dropped in previous years and sellers should avoid ‘chasing’ the market with stock that appears overvalued. Fleet and lease cars averaged £9,191 in February, a fall of just £27 compared with January, which was one of the highest months on record. Values were up by £340 (3.8 per cent) year-on-year. CAP performance improved by a point over the month to 98.64 per cent and was broadly static year-on-year. Retained value against original MRP (manufacturer’s retail price) was up half a point at 43.05 per cent compared with January and was up by a similar degree, year-on-year. Average dealer part-exchange values have been broadly static since October last year and fell by just £33 (0.8 per cent) in February. Year-onyear, values were ahead by £241 (6.7 per cent) compared with February 2013, with average age rising and mileage static over the year. CAP performance improved to 97.54 per cent in February, up one point compared with January. Nearly-new values fell for the second month running, down to £20,286 from £21,183 in January, but volumes are still very low and model mix remains the most significant price factor.

Nearlynew value down to

£20,286

Buyers’ guide

Fiat 500

’07-present

We help you choose the best stock for your forecourt. This month, the Fiat 500 is the model in the spotlight What is it? IF there’s one thing the Italians know how to build, it’s small city cars. Fiat in particular has a very strong history in producing cheap, quirky and interesting runarounds that are as at home in Milan or Middlesbrough. The company’s most recent success has been the 500. It was a fashionable and retro interpretation of probably the most famous Fiat ever, and was designed in collaboration with Ford and its Ka. The 500s arrived in the UK in 2008 with perky little 1.2- and 1.4-litre petrols and a thrifty 1.3-litre turbo diesel. A 1.2 Stop&Start arrived 12 months later, and it was a year that also saw the introduction of the spicy Abarth 500. A convertible 500C appeared in 2009 but the engine that has the greatest fame within the 500 range – the two-cylinder, 875cc TwinAir – didn’t arrive until 2010. A number of special editions appeared in 2012 with retro colours and details and the range was overhauled again in 2014.

PROBLEMS

The 500 has proved to be generally reliable but there are areas to look into. Make sure petrol cars have had their timing belts changed

What CAN GO WRONG? If you’re thinking of stocking a petrol-engined 500, you must make sure the car has had its timing belt changed and water pump replaced at 72,000 miles. The gearbox can leak and if it’s accompanied by a burning smell it probably means the gear selection shaft has been compromised. 500s are known for getting through brake pads so look out for squeaking brakes, while a loud tapping sound over uneven roads is a sign of worn front anti-roll bar linkages. The 500 can suffer from electrical problems, too. Failing rear brake lights and boot latch will require a new wiring loom which costs around £500. Six recalls have been logged on the car – two in 2009 involving a fuel leak from the inlet manifold on petrol 500s and locking rear brakes because of bolts working free. In 2010 there were two recalls because of loss of steering control, and side

UNDER THE BONNET

Quite simple really – three petrols and a diesel. 1.2- and 1.4-litre petrols will be the most desirable as they offer the best package impact airbags going off wrongly in a crash. In 2012 there was another recall thanks to failing brake servos.

What’s the perfect 500? It’s fair to say all versions of the 500 are popular because they are such a fashion statement. The petrol-engined cars are probably the most popular among all types of buyer – they’re cheap to run

THE PERFECT 500

Difficult to name a perfect example, but stock a petrol car in a bold and bright colour with low miles on the clock and you’ll be fine and give a decent turn of speed. Diesels are rarer but are still desirable, and while the two-cylinder TwinAir would seem to give value-for-money motoring, it can be quite expensive to run. Stock a petrol 1.2 Pop or 1.4 Sport in bold, bright colours and you won’t go far wrong. Make sure there’s plenty of history and it’s not leggy – most 500s are not high-mileage examples and these are cars buyers are looking for. [CD] CarDealerMag.co.uk | 69

10 Comber Road Carryduff Belfast BT8 8AN

Keatings Park Rathcoole Co Dublin N7 Exit 4

24 Gortrush Industrial Estate Omagh Co. Tyrone BT78 5EJ

Tel: 028 9081 3775

Tel: 00353 (1) 458 9430

Tel: 028 8224 1514

Market leaders in Vehicle Remarketing, Asset Valuation, Storage and Disposal Specialists

Download our FREE iOS/Android app now Full listings can also be viewed on our website www.cityauctiongroup.com ��| CarDealerMag.co.uk

auctions.

Time-warp Volvo goes under the hammer bit.ly/timewarp340

Part-exchange values continue upward march Manheim: It’s a clear trend and reflects current strength of used market

are continuing to see an increase in the number of vehicles coming to auction following the plate change, while February has seen both the average age and mileage increase. ‘However, the growing volumes have not impacted upon the selling price. This means that there continues to be high demand among buyers for quality used cars and, from what I have seen at the auctions so far in 2014, I would predict that, unless there is a considerable incident on a global scale or the weather in the UK gets decidedly worse, values will remain stable until the summer.’

Range Rover Sport impresses on auction debut THE new Range Rover Sport has made its auction debut at BCA. More than 70 franchised and approved Land Rover dealers were represented at the event to bid on 105 vehicles direct from the manufacturer. Demand was significant across the range of Land Rover product and every vehicle on offer sold on the day for a Car dealer cowboy ads 28/8/13 100 per cent conversion that realised

auction stations

Here comes the sun

art-exchange values have risen again for the second month in a row in 2014, new figures show. Manheim’s latest monthly Market Analysis report shows February experienced an all-time high partexchange value of £3,216 – a £7 increase when compared with the previous month. On the whole, average selling prices have been on a positive trajectory over the past six months, with values rising by £587 over the period. In fact, the positivity goes even further back, as average values in February 2014 are £280 higher when compared with the same period last year. Manheim says these figures signal a clear trend and reflect the current strength of the used car market, as values increased despite the rise in both vehicle age from 100 to 101 months and mileage from 76,947 to 77,747 respectively. Daren Wiseman, valuation services manager at Manheim Auctions, said: ‘It will be interesting to see how the market reacts as we head towards summer. We

Henstock

£4m, equivalent to 101.4 per cent of CAP Clean. Land Rover’s used vehicle sales manager, Lynn Brown, said: ‘We were delighted to see so many representatives of our dealer network attending this event and bidding so strongly and confidently. The Range Rover Sport made a notable debut, 15:49 Page 1 high expectations.’ exceeding our own

No cowboys. Just Just trade trade professionals. professionals.

he clocks have gone forward and the temperature is rising so it is open season on convertibles in the wholesale markets. There is a well-defined element of seasonality attached to the sales of convertibles, which tend to do much better in the spring and summer. Despite our notoriously changeable weather, British motorists buy more convertibles than do our European cousins, and increased demand will drive average values up as the warmer months approach. BCA holds wellmarketed, high-profile convertible sales in the spring to take advantage of this increased demand, which attract large numbers of buyers. In contrast, average values for 4x4, SUV and off-road vehicles typically fall away from their peak once the better weather arrives, and tend not to start rising again until the autumn. When BCA charted the average CAP performance of convertibles and 4x4s against average monthly temperatures, soft-top values peaked in April and May, while 4x4s hit a high point in September. And in a marketplace that is increasingly driven by ‘lifestyle’ factors, convertibles look increasingly desirable to many motorists, from younger drivers through to the ‘Grey Pound’ economy. There’s also plenty of choice for buyers, from good-value volume models through to the very popular premium and executive sectors. With the economy continuing to improve, demand for convertibles is only likely to go one way as motorists continue their love affair with open-top motoring.

‘4x4s tend to fall away from their peak once better weather arrives’

Who is Simon Henstock?

Simon is UK network operations director for BCA. Visit british-car-auctions.co.uk or call 0845 600 6644.

Strictly Trade only (VAT No. and verified bank details reqd). Purpose built 12 acre auction complex . Enclosed and heated auction halls. Fleet Car Sales every Monday & Thursday. Excellent variety of weekly stock from premium sources. Collection of vehicles 24 hours a day. Fixed cost buyer’s premium. Excellent on-site restaurant. Call now for account applications. Brindley Road, Stephenson Industrial Estate, Coalville, Leicestershire LE67 3HG T: 01530 833535 email: info@fleetauctiongroup.com www.fleetauctiongroup.com

CarDealerMag.co.uk | 71

TRADER TALK.

..in association with AutoTrader

The way to survive and thrive Car retailers must make sure they are available whenever the customer is looking at their stock

f you knew that a group of prospects were planning to visit your forecourt one evening – and you were reasonably sure that several intended to buy a car – would you stay at home? Of course not. You would welcome them with open doors and open arms. And you’d be prepared to answer their questions or queries about any aspect of your stock. Would you treat online visitors differently? A website is your 21st century shop and benefits from being open 24/7. The most attractive, well-presented sites with strong imagery, relevant content and clear contact points are as important as a professional high-street presence. But prompt and professional customer service is often lacking from even the most sophisticated digital retailers’ arsenal. Managing the gap between the new online consumer journey and retailers’ experience of the car-buying process is the subject of research conducted jointly by Mediahawk and Auto Trader. Published last month, it analysed phone calls across 100 dealerships during a threeyear period and overlaid this data with search patterns on Autotrader.co.uk. The results make interesting reading. Customers are attuned to normal operating hours in the auto trade, and are unlikely to

��| CarDealerMag.co.uk

call a retailer outside the hours between 8am and 6pm. In fact, 98 per cent of calls come in this period. Yet the peak time for Autotrader. co.uk searches is between 7pm and 11pm, with 67 per cent of buyers researching at this time, increasingly via mobile and tablet. That means customers are searching for and interacting with a retailer’s stock when staff are not around. What can be done to bridge this gap between consumer search behaviour and the retailer experience? One solution may be Live Chat. While straightforward to operate, Live Chat requires a completely different approach to staffing a dealership. It means being prepared to interact with potential customers outside normal working hours. It also requires different skills to those of a normal salesperson. Going straight to a close in a Live Chat by saying something like ‘what’s your number: I’ll call you back’ is likely to put off many online visitors, many of whom are looking for advice and information. Live Chat can be conducted anywhere and dealerships implementing Live Chat will find themselves ahead of the competition. One retail

‘A website is your 21st century shop and benefits from being open 24/7.’ group with over 20 sites reports over 6,000 Live Chats per month and can directly correlate these to 30 per cent of sales. In the modern interconnected world, mobiles are removing the search costs for consumers. Car retailers must make sure they are available whenever the customer is looking at their stock in order to survive and thrive. This requires a different mindset to what has gone on in the past. Changing your mindset may well be the difference between seizing every opportunity for a sale and losing potential leads to a more responsive competitor.

Who is Nick King?

Nick is market research director of Auto Trader, the UK’s number one digital marketplace for new and used cars. Visit autotrader.co.uk

MONEY MATTERS.

..in association with Paragon

New consumer credit rules put customers centre stage ...and are designed to ensure that peopleâ&#x20AC;&#x2122;s trust in finance products remains high

he much-publicised switch of consumer credit regulation from the OFT to the FCA finally took place at the beginning of this month, with its clear message for all finance providers to put treating customers fairly centre stage. Car finance has provided strong support to the UK car market in recent years, helping the industry to recover from recession and return to growth more quickly than many other sectors. The sharper focus on fair customer outcomes at the heart of the FCAâ&#x20AC;&#x2122;s new Consumer Credit Sourcebook (CONC) is designed to ensure that customer trust in finance products remains high and, as such, should underpin a strong and sustainable future for car finance providers. For Paragon, planning its re-entry into the car finance market, regulation has been a dominant theme and ensuring its products and processes are compliant from the outset is a key priority.

For dealers, the result is that Paragon products are easy to understand and can be readily adapted to meet different customer budgets. Equally important, it also means that dealers can be assured that customer documentation from Paragon is set out in clear, comprehensible language. Much has been said about the greater emphasis on assessing customer affordability before approving a consumer credit agreement under the new rules and, while this appears a potentially sensitive area at first glance, done properly it offers all parties the opportunity to make sure they are comfortable with the proposed financial commitment. The Paragon Car Finance online application system has a robust affordability calculation embedded in its infrastructure that takes into account the customerâ&#x20AC;&#x2122;s income and outgoings, before overlaying this information against

the loan application. Another area where the new rules are more explicit than previously is on incentive schemes and Paragon predicts more uniform commission payments are likely to result. For lenders, the rules specifically caution against using differential commission schemes that are structured solely around volume and profitability. In addition, with the greater emphasis on successful customer outcomes, it is important that lenders retain visibility and control over the price the customer will be paying for their finance at the outset. Across the industry, lenders and dealers are now operating under FCA Interim Permission and awaiting their slot for full authorisation. Now is therefore the ideal time to review operations, ensure they incorporate the new rules in their entirety and make any final adjustments.

Who is Julian Rance? Julian is head of car finance at Paragon Bank. For more information, contact 0845 149 7776.

Ladies and gentlemen... start your engines

0845 149 7777 BPCF 8457 - Advertorial & Strip Car Dealer March 2014.indd 1

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car finance CarDealerMag.co.uk | 73 28/02/2014 17:00

Digital Showrooms Turn your 360° dealership tour into an engaging shopping experience Could a digital version of your showroom change the way dealer websites work forever?

Customers can use Live Chat at the reception desk or visit the aftersales area to book their service online.

A stroll around the showroom will take them to your new cars, each of which can feature videos, reviews and extra information.

This isn’t just an interactive tour – it’s a real shopping experience encouraging customers to enquire and engage.

Speak to Alan Crane about the future of your car dealer website: ��| CarDealerMag.co.uk

Email: ac@blueskyinteractive.co.uk or call 0845 415 4853 www.blueskyinteractive.co.uk

MARKET INSIGHT.

..in association with ASE-global.com

Motor retailers continue their strong performance and start shopping for new businesses UK’s leading dealer groups still look to perform positively as year progresses Share price performance The majority of the motor retail listed companies continued their strong share price performance through February, with only Pendragon standing at a discount to the price at which it started the year. The combination of strong financial results from the majority alongside continued rosy registration data from the SMMT has seen share prices continue to rise. This compounds the performance during 2013, making the motor sector a very healthy investment over the course of the past year. The number of listed motor groups looks set to reduce by one, with HR Owen continuing along its path to delisting from April 15. This share is now very thinly traded, so there should be no roadblocks to prevent the delisting taking place. Financial performance There were a number of announcements during the month as we move into reporting season.

Share price movement to March 7, 2014 Pendragon

91.8%

Vertu

108.4%

Lookers

109.4%

Inchcape

101.1%

Cambria

112.0%

HR Owen

114.8%

Caffyns

103.2%

Vertu issued a very positive pre-close update on its trading for the year to the end of February. Whilst the growth in new car sales was to be expected, growth in used car performance and the aftersales business was pleasing to see. Cambria was also very positive in the pre-close update for its six-month results to the end of February, with results ‘significantly ahead’ of the prior year and a confident outlook for the remainder of its financial year. As with Vertu, Cambria reported growth across the board, with improvements in used cars and aftersales in addition to new vehicle sales. Inchcape delivered a solid set of results for 2013, slightly ahead of the consensus forecasts, although its UK results looked slightly disappointing with new and used car

margin pressure reported, which has not shown up among the other listed groups. This was offset by a good pace of recovery in Europe and South America Transactional activity As reported in my last article, with the cash reserves and facilities available to the listed groups, we expected there to be a number of transactions consolidating the UK motor sector. This has kicked off in earnest with the acquisition of Colborne garages by Lookers. Colborne, the 54th-largest dealer group in the UK with three Audi, two Volkswagen, one Skoda and one Volkswagen commercial vehicle dealerships, all in Surrey, as well as a Jaguar, Land Rover and Bentley dealership in Barnet, north London. Based on headline numbers, Lookers appears to have paid £27m of goodwill for a business which is making circa £3m per annum. Even with the fact that £5m of the payment is deferred and with the expectation of stripping out some costs and improving performance, the goodwill multiple appears to be at the higher end of the scale, presumably reflecting a desire to build scale with these brands. Broker forecasts The brokers have continued their positive outlook on the sector, with the vast majority of the dealer groups rated as a ‘buy’. This is likely to continue unless there is an indication that the UK market is being heavily forced with dealer groups retaining a large number of preregistered vehicles.

Who is Mike Jones? He‘s a partner at ASE Global. You can read ASE Global‘s column here every month. CarDealerMag.co.uk | 75

data file.

James Litton TRADER TALES

Not every buyer wants a ‘techie’ experience

ercedes-Benz does training like no other. For each of my three years with the brand, it has sent the majority of its European sales force to a large European city to experience the new product, test-drive competition models, and generally have a catch-up on systems

and technology. The cost is astronomical – up to100 million euros a year – but having just returned from three days in the Algarve, I find my passion for the brand renewed and my belief in the product heightened. There was one interesting seminar on the use of iPads and apps in the showroom environment. Mercedes has had iPads within the network for over a year, but it’s struggling to understand why their use is so limited. Having just left one Mercedes retail group to work for another, I can see similarities in both teams. One or two members of the sales group use them daily, others have them buried beneath staplers, Post-It notes and other desk clutter. Mercedes regularly trots out the statistic that the average number of showroom visits has dropped from the eight or nine of 10 years ago to just two today. It is its belief that once the customer does visit, they are looking for a more interactive experience and for the ‘customer journey’ to be more rewarding. I am not so sure. In 10 years from now, there is no doubt that the progression of technology could remodel consumerbuying behaviour further, but retailers are in danger of making an assumption that every customer is craving a ‘techie’ experience. In the same way that my sales teams have been divided over their application of technology in their day-to-day life, so too are the general public. Clearly, there is a place for the use of smart technology in specific targeting of deals, offers and brand communication, but why does it follow that a customer wants to watch videos on iPads, or use clever apps to demonstrate certain features? In my opinion, the fact that the client is now more widely informed about all elements of both the car and the potential transaction means you could be forgiven for assuming that what a customer is now searching for from the retailer is a quicker confirmation that their selection is the correct one, and much of the ‘journey’ will become obsolete.

‘The cost is astronomical – up to 100 million euros a year.’

Who is James Litton? James is sales manager at Mercedes-Benz of Taunton. He always has something to say about the industry he loves. ��| CarDealerMag.co.uk

Suppliers’

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CAR DEALER CLUB gives dealers of all sizes access to free legal advice worth £195 from our motor trade lawyers – all for a paltry £39.99 annual subscription! This offer is only available to new subscribers, so if you haven’t renewed your subscription then you need to do so to gain access to this very special

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My act of revenge on mean boss backfired

never really saw eye to eye with my boss, so when I handed my notice in to move to the dealership over the road he made my life a misery. For the last two weeks of my job, he decided to take my demo car off me and make me drive ‘whatever had tax on’ from the part-ex cars awaiting auction. Then he thought it would be funny to ban any sort of farewell presents or cards as I was a ‘traitor’. He then stopped any bonuses and even took my chair away! He’d even plain ignore me if I asked him a question or said hello. So, on my last day, I set about my own farewell present. It was a very quiet Friday and there was only one other guy in. I headed out to the forecourt armed with numbers for price hangers and the white window pen. First thing to do was change all the prices of the used cars. Instead of £32,995 for a CLS, it was now a snip at £4,995. Or an A4 S-Line reduced from £27,495 to a pocket-friendly £8,995. I changed the prices of all the 20 cars on the site. Of course, I had to explain the reasons for the price changes, so I put special messages on the windscreens with the white pen. ‘Need to get rid of this CLS as the manager has a £1,000-a-week cocaine habit to fund and needs to pay the dealer’. As for the Audi – ‘Priced to sell quick – it has a body in the boot’. Even the star car on the ramp was on offer – ‘This 911 has had the engine replaced with 100 mice on tiny treadmills, but still looks good! – Yours for just £5,995’. The next day I would be in my new job across the road with front-row tickets. I couldn’t wait! Now, my confession isn’t to my old boss but to my new one. It seems my funny messages caught the attention of customers and they were played off as a publicity stunt. My old mate even managed to sell the Audi A4 S-Line, saying the £8,995 was ‘the finance deposit amount to get the best deal’. They did 12 cars that Saturday. My new place did two.

‘It seems my funny messages caught the attention of customers’

What do you think? Share your views on our brand-new forum – it’s easy to sign up. Type cardealermagazine.co.uk/forum into a web browser to get commenting.

Tell us your story

Have you something to confess? We’d love to hear your tale of woe. Email the editor (you can find our details on page three) or post them on our new forum – simply type cardealermagazine.co.uk/forum into a web browser and get confessing! CarDealerMag.co.uk | 77

workshops.

Want to be included in this section? Call (023) 9252 2434

Car parts swapper must pay £2,000 damages and do community work A

Widnes man was sentenced to 200 hours’ unpaid community service and ordered to pay more than £2,000 in compensation after admitting stealing parts from a new hire car and replacing them with components from his much older vehicle. Alexander Keating, 23, of Upton Lane, stole the gear shift knob, steering wheel, brake calipers and other parts from an Audi A3 loaned to him by accident management company Accident Exchange and swapped them with parts from his ageing Audi S3. Keating was caught when a garage worker at a

local bodyshop spotted the mismatch of old parts on the A3. They reported the theft to local police and Accident Exchange’s asset protection unit (APU) – its bespoke anti-fraud team. Sentencing Keating at Warrington Crown Court, Judge Nicholas Woodward described the case as ‘a serious example of theft’ and ordered the bodyshop technician to pay more than £2,500 in damages and costs plus a victim surcharge. Keating stole the parts after his mother damaged her car in an accident and hired the Audi A3 from Accident Exchange. He used the workshop of his employer – Blue Bell Bodyshop in Wilmslow – to carry out the parts swap, but lost

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his job after being caught. Neil Thomas, director of Investigative Services at APU, said: after the case: ‘This guy is clearly no master criminal, to think that he could swap parts on one of our cars without us noticing. ‘This case was another great example of good teamwork and how APU can work with businesses and local police to bring all manner of motor fraudsters to justice.’ The sentence comprised a 12-month community order, 200 hours of unpaid work, a £60 victim surcharge, £535 prosecution costs and £2004.49 compensation to Accident Exchange.

Reach new heights... ...with a career at Vertu Motors

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Welcome to Vertu Motors PLC, the largest growing motor retailer in the UK Whether you’re starting your career or changing jobs, it is important that you apply to join a company that is right for you, one that shares your values, will appreciate your work ethic and reward your achievements. It is not that different from buying a car. Get it right and you’ll feel good every time you make a journey. Get it wrong, however, and you’ll never feel satisfied. Choosing an employer is similar but, considering how much time we spend at work, it is far more important to get that choice right. After all, this is a decision that will literally change the course of your life. You need to know, however, that we are equally choosey when deciding who will make this journey with us. You would expect no less.

To apply or to explore all our exciting career opportunities, visit...

www.vertucareers.com ��| CarDealerMag.co.uk

the fleet.

longtermers

New arrival:

Peugeot3008 Pug SUV arrives at Car Dealer Towers I’M not sure if you’ve noticed but Peugeot’s been on a bit of a roll lately. First there’s the new 308, which has just been handed a European Car Of The Year gong. Then there’s the head-turning RCZ coupe, and the rather appealing 208 hatchback that we had custody of last year. Sadly, Peugeot didn’t relent to our frequent cries for custody of a 208 GTi, but no matter as we’ve been handed the keys to the popular 3008 Crossover instead. Rather than simply driving it round the

block and handing the keys back, though, I decided to give it a proper run – all the way to Peugeot’s UK home of Coventry and back. A thrilling first journey for any new car, I think you’ll agree. So, first impressions then – let’s start with the good bits. Ours has Peugeot’s fab 1.6-litre diesel engine under the bonnet (the same one you’ll find in Fords, Citroens, Volvos and even the old Mini Cooper D), and comes in top-spec ‘Allure’ trim with all the imaginable toys. The interior is roomy, it handles fairly neatly for a high-riding hatchback, and it’s not exactly uncomfortable either. My favourite feature? The split tailgate, which should stop me falling out of the boot, camera in hand, every time we do a video shoot.

The bad bits? Just the one so far: the colour. The Car Dealer car park is now so full of pearly white models that it’s starting to look like Dale Winton’s jawline. If I’m honest, I haven’t exactly fallen for its pseudo-4x4 appearance either, but that’s nothing a surf board on the roof couldn’t fix. Probably. Aesthetic quibbles aside though, I’m quite looking forward to the Pug’s tenure. The first order of business: keeping Baggott out of it. He’s going to take one look at that split tailgate and start pretending it’s a mini Range Rover. Jon Reay (@JonReay)

the knowledge Model: Peugeot 3008 Allure HDi 115 Price: £23,095 (as tested) Engine: 1.6-litre, turbocharged diesel Power: 115bhp, 270Nm Max speed: 112mph 0-60mph: 13.4s Emissions: 127g/km Mileage this month: 293 This month’s highlight It’s another Peugeot – we love Peugeots

Fourth report:

VolvoXC70 Big estate goes abroad in search of some snow and ice MARCH is Geneva Motor Show time. And while many tend to fly in on a day in, day out trip, we decided to put our long-term XC70 through a 1,500mile road trip to the Swiss capital for the show, then on to Val Thorens for a few days. Our XC70 was surprisingly frugal for a big heavy four-wheel-drive. Before the trip we were expecting at least two stops to top up the tank. Surprisingly though, that wasn’t the case. After brimming it near the Euro Tunnel, it wasn’t until we were close to the Swiss border that we needed to top up again. As road trips go, the XC70 was pretty perfect for cruising down the French autoroute. Comfortable, quiet and an automatic: three things any road tripper can appreciate. The soft suspension simply

wafted over lumps and bumps in the road. It was a very different matter, though, when we reached the mountains. The XC70 may have flappy paddles to change gears like a sports car, but the reality is it’s anything but sporty. Through fun, twisty mountain roads it pitched and rolled like an oil tanker in a storm while driving at pace, and would have had passengers reaching for the sick bags, but on the autoroutes it was a comfortable cruiser. The four-wheel-drive, though, meant there was bags of grip when climbing snow-capped roads. Driven more sedately though, and the XC was more than a match for the mountain.

Nigel Swan (@motoringnut)

the knowledge Model: Volvo XC70 D5 AWD SE Lux Geartronic Price: £43,545 (as tested) Engine: 2.4-litre, five-cylinder diesel Power: 213bhp, 439Nm Max speed: 127mph 0-60mph: 7.8s Emissions: 169g/km Mileage this month: 2,871 This month’s highlight The XC works even better abroad than here in Blighty CarDealerMag.co.uk | 79

the fleet.

WELCOME TO THE FLEET . . . Third report:

MitsubishiASX Long-termer ASX impresses an old friend

IT’S been a couple of years since I last climbed behind the wheel of the Mitsubishi ASX and so it was with a sense of hopeless despondence that I grabbed the keys to our long-termer. The game’s moved on a long way since the ASX was the new kid on the block and to be honest my expectations of our range-topping ASX4 were not high as I made my way across the car park. More fool me. From the outside the model’s jet fighter grille gives the ASX a distinctively aggressive look that sets it apart from the homogenous mass that now makes up the bulk of this sector. Inside, the spacious cabin has a stylish, quality feel. And with the recent addition of a panoramic glass roof and a new automatic transmission – both standard features – Mitsubishi has raised its game even further. The drive’s good too. The steering’s precise, the auto gearbox is smooth and refined, the fourwheel-drive system gives an assured feel, and the 2.2-litre turbodiesel powerplant provides plenty of torque and punch. All in all, there’s much to recommend this car and it’s a ‘must look’ for anyone in the market for a new crossover. I certainly won’t be leaving it so long to climb behind the wheel in future. Mal Hay (@MalcolmHay)

the knowledge

Fourth report:

VWCalifornia Disaster strikes as Cali’s roof explodes

LIFE with the California is still proving to be great, but this month I have to report some bad news. And it’s quite bad news indeed. The electro-hydraulic pop-up roof that provides the California with a second sleeping quarters decided to give up the ghost. Parked up in a picturesque campsite in north Devon, I was preparing to bed down for the evening when disaster struck. I began operating the roof via the California’s nifty electronic control unit. The operation was going smoothly until an almighty bang resounded from the offside of the Cali. It turned out that a plastic runner that secures the hydraulic actuator to the roof mechanism had sheered off, sending the powerful piston shooting towards the rear of the van and smashing various other important parts. To cut a long story short, a man from the RAC arrived with a bag of tools, we located a screw that overrides the electro-mechanical system, somehow managed to get the roof shut and drove the 400 miles back home with surfboard roof-straps. We await a verdict from Volkswagen regarding the damage and the estimated cost of repair, but for the time being we will have to resort to the humble tent if we fancy a camping trip anytime soon. Leon Poultney (@blokesincars)

the knowledge

Fifth report:

RenaultZoe Dealer’s idea of service leaves a lot to be desired

HOW often do you experience the competitors’ service? If you don’t already conduct mystery shopping exercises then maybe you should start. We booked our Zoe in for its first service at a small village Renault dealership, and I also ordered a nearside reversing lamp as ours was broken and we were told the car was subject to a recall for a problem with the spoiler, which could become detached at speed. The car was dropped off – but my booked courtesy car had been given to someone else. So I was finally put in one of the sales people’s cars, full of personal belongings and in need of a tidy. On my way to collect the Zoe, I got a call to tell me I’d ordered the wrong side of lamp. Now, I know the difference between nearside and offside – I even pointed to the correct side – but was told it was a special order item and I’d have to pay for it. Eventually, they agreed not to charge me and ordered the correct one. After four weeks of no news, I called them to be told it was in stock and my car was due a recall for a spoiler problem. I pointed out this was done last time – to be told it wasn’t as they didn’t have the right bolts. Now, surely I should have been told this when I picked up the car? Renault plans to expand its dealer network – and a bit of competition here can’t be a bad thing.

Andy Entwistle (@CarDealerAndy)

the knowledge

Model: Mitsubishi ASX 4 4WD Automatic Price: £23,899 (as tested) Engine: 2.2-litre diesel Power: 147bhp, 360Nm Max speed: 118mph 0-60mph: 10.8s Emissions: 153g/km Mileage this month: 341

Model: Volkswagen California SE Price: £56,440 (as tested) Engine: 2.0-litre, turbocharged diesel Power: 138bhp, 340Nm Max speed: 104mph 0-60mph: 16.6s Emissions: 206g/km Mileage this month: 1,041

Model: Renault Zoe Dynamique Intens Price: £19,393 (as tested) Engine: Electric motor Power: 88bhp, 219Nm Max speed: 84mph 0-60mph: 13.3s Emissions: 0g/km Mileage this month: 103

This month’s highlight The sunroof – it’s a sign of how far this car has moved on since it first arrived in 2010

This month’s highlight Nothing really... Ummm... California can get to Devon quite easily

This month’s highlight The thought that a certain dealership may have to buck up their ideas in short order

��| CarDealerMag.co.uk

longtermers

Sixth report:

FordMondeo Liverpudlian let down when keys ‘disappear’

EVERY evening at Car Dealer, the team crowd around my desk anxious to get their mitts on the cars we currently have in. We all take it in turn to have a spin in the long-termers, but every night the Mondeo’s keys are always strangely absent. Before anyone knows it, the Mondeo flashes past the window with a small Liverpudlian at the wheel with a big grin on his face. Nigel Swan’s reason? He needs a car with a big boot to carry his ‘camera gear’. This month I managed to get to the key cupboard first and nabbed the keys to the Mondeo. And now I realise his reason is just a pathetic excuse. It’s jolly good fun to drive. We all know Mondeos ‘are best in class’ in the handling department, but by just how far is quite incredible. Factor in the still-stunning looks and a boot that’s as large as a suburban branch of Waitrose, and it’s easy to see why I’ve seen so many 14-reg Mondies around lately. There are some quibbles, though. The multimedia system is laughably old-hat and uses a screen Amstrad would scoff at, the auto beam headlamps are ridiculously sensitive and the car doesn’t have keyless entry even though it has keyless start – very annoying. God knows when the next Mondeo will arrive but I’m in no real hurry to see it.

James Batchelor (@JRRBatchelor)

the knowledge

Sixth report:

Seventh report:

NissanQashqai KiaCarens Sunderland’s finest wins a new admirer

Editor spends quality time with Karen the Kia

WHEN Mal Hay handed me the keys to OU63 YZO I was a bit nonplussed. I’d been enjoying driving our ASX so much I was reluctant to swap. Two dead legs and a Chinese burn later (that Mal can be so cruel), I found myself piloting the Qashqai on a regular journey of mine, up the A3 and into London for a spot of moonlighting. I was pleased to be in the capital for the unveiling of the new version of Qashqai in November last year – and since then of course, things have moved on big-time, with dealers rushed off their feet to satisfy demand for it. Our car is a member of the previous generation, but it still performs admirably. It’s certainly not lacking in creature comforts and technology – and the well-engineered turbocharged 1.6-litre diesel engine is refined and efficient. The major leap forward Nissan has been keen to highlight with the latest version is the improved interior. It says it makes the car feel like a premium German model, and it’s right. Having said that, you wouldn’t say the cabin of the outgoing car is an unpleasant place to be. I guess Nissan just thought it was time to update Qashqai’s image and did so before the old model started to feel stale. Hmm... a change of image to bring things a bit more up to date. Something Batch ought to consider.

WITH seven months under its belt now, the Carens – or Karen as I have come to call it... original I know – has become the grandfather of the fleet. It now occupies that unique status in the Car Dealer car park: Anonymity. I was lucky enough to find some time to have a holiday this month and immediately went straight to the key cupboard, trading in the Mondeo’s for the ones to Karen... I mean the Kia. My week was the first time I had spent some proper time with the Carens. I originally specc’d the car about six months ago, and while there wasn’t much call for a heated steering wheel in an unusually warm March, the panoramic sunroof and soft leather seats were major bonuses during my 600-mile hols. It’s remarkably frugal too. Even with the roof bars on (which, it must be said, make the Carens look super-cool), I was easily averaging 42mpg – not bad from a 1.7. And it’s quite fun to drive – not like a Mazda MX-5 or anything, but you can chuck it round a country road and Kar... the Kia will hang on quite gamely. The only real drawback is the cabin. Don’t get me wrong, it’s very nicely made and I’m sure it will live up to the rigours of family life for many... umm... families, but my goodness it’s boring. Unacceptably boring, really. Sorry, Karen.

Dave Brown (@CarDealerDave)

James Batchelor (@JRRBatchelor)

the knowledge

Model: Ford Mondeo Estate Titanium X Price: £29,490 (as tested) Engine: 2.0-litre, turbocharged diesel Power: 161bhp, 340Nm Max speed: 137mph 0-60mph: 8.7s Emissions: 119g/km Mileage this month: 412

Model: Nissan Qashqai 360 Price: £22,090 (as tested) Engine: 1.6-litre, turbocharged diesel Power: 128bhp, 320Nm Max speed: 118mph 0-60mph: 10.7s Emissions: 135g/km Mileage this month: 723

Model: Kia Carens ‘3’ 1.7 CRDi manual ISG Price: £23,895 (as tested) Engine: 1.7-litre, four-cylinder turbocharged diesel Power: 134bhp, 330Nm Max speed: 119mph 0-60mph: 10s Emissions: 132g/km Mileage this month: 765

This month’s highlight Just getting hold of the keys for a change! A quite unusual occurrence

This month’s highlight The realisation that while It may be old now, the first-gen Qashqai is still a great car

This month’s highlight The panoramic sunroof. Topped my tan up nicely. And gave the girlfriend sunburn CarDealerMag.co.uk | 81

data fiLe.

Many of us have poor listening skills – make sure yours are better

aving a six-year-old daughter currently in Year 1 of her education, I am very close to the foundation work that children complete in their early school years. Each week, she has numerous pieces of homework, which range from handwriting exercises and reading to weekly revision for the spelling test that is held every Monday. From my own personal experience there is nothing more pleasing than seeing my daughter learn and progress over time, as I find it remarkable how easily a child moves forward without even noticing that time has passed. However, there is one thing I have not witnessed in my daughter’s homework – any attention given to listening skills. Thinking back to my own school days (only a few years ago!), things do not appear to have changed; we do not receive any formal development in this particular area in our childhood years. It is of little surprise that listening skills appear to be poor among many of us in our society, which is why taking the time to listen to your customers and what they are telling you may take a back seat to other important tasks in your own mind, such as completing a job, making an important sale, hitting your monthly budgets, selling the next car . . . the list goes on. Combining the effects of lack of education in listening and the mindset that other daily tasks are more important than obtaining the views of your customers make for pretty frightening outcomes. Not only are you as an organisation not receiving the right medicine to improve the service that you offer, there are individuals walking around informing

Jonathan

Such TIME IS MONEY

others, who are prepared to listen to their views, on any major purchase they have just completed. Listening to what customers have to say and having a robust customer satisfaction mechanism should be at the heart of any business that has plans to benefit from sustained longevity. Consider the last occasion you took the time to obtain some impartial feedback from your customers on how they felt about dealing with you as an organisation. If this is a regular part of what you do as a business, then you are on the right path. If you haven’t done anything like

‘Listening to customers should be at the heart of any business’ this in the past 12 months, then I would suggest you think about how you can change this. A few weeks ago, a group of us listened to a number of inbound telephone calls from customers who had recently financed a car through us. The learning process was incredible, highlighting areas for us to focus on where we can improve our overall service for future customers who travel through our system. Time does indeed pass very quickly. On your list of priorities, is obtaining customer feedback high or low? I am confident that if you invest time in this area for the benefit of your customers, through our own learning it will be time well spent.

Who is Jonathan Such? Such is regional sales manager for First Response Finance. You can contact him on 07917 781608 or email jons@frfl.co.uk

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