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Winter 2011

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Resolutions for

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In This Issue Albert Tiano Jr. Receives MIADA Quality Dealer Award Page 4 MIADA 2010 Awards Dinner Page 12 Resolve to be Organized: Personal Organization Page 15 DALLAS, TEXAS Permit No. 2079

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INSIDE

MAGAZINECONTENTS 4 Albert Tiano Jr. Receives MIADA Quality Dealer Award 6 Resolve to Give Back 12 MIADA 2010 Awards Dinner 15 Resolve to be Organized: Personal Organization 20 MIADA Membership Application 21 MIADA Member Benefits

MIADAEVENTS R FLINT CHAPTER MEETING:

Flint Chapter Meeting: Monday, January 24, 7 pm. Contact Art Douglas for location at 248-332-8326

R METRO DETROIT CHAPTER MEETING:

Tuesday, January 11, 7 pm, American Polish Cultural Center, 2975 E. Maple Rd., Troy

R MID MICHIGAN CHAPTER MEETING: Contact Leon Fransisco at 517-272-5000.

R NORTHERN MICHIGAN CHAPTER MEETING:

Contact Dennis Craig at 231-938-2627.

R WEST MICHIGAN CHAPTER MEETING: Monday, February 21, 6:30 pm, Brann’s Steakhouse, Grand Rapids.

All events are listed online at: www.miada.org

ADVERTISERSINDEX ADESA............................................................. 9 AutoTrader.com...................................Back Cover Cars.com.......................................................... 7 Greater Kalamazoo Auto Auction.....................13 Lakeside Insurance Agency...............................15 Manheim.com........................... Inside Front Cover Smart Auction................................................... 5 United Acceptance...........................................11 Western General / Protective..... Inside Back Cover

NATIONAL INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION WWW.NIADA.COM • WWW.NIADA.TV NIADA HEADQUARTERS: 2521 BROWN BLVD. • ARLINGTON, TX 76006-5203 PHONE (817) 640-3838 FOR ADVERTISING INFORMATION CONTACT: TROY GRAFF (800) 682-3837 OR TROY@NIADA.COM.

THE DRIVELINE IS A PUBLICATION OF THE MICHIGAN INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION INC., BUT IS ALSO MAILED TO NON-MEMBER DEALERS IN MICHIGAN IN AN EFFORT TO ENCOURAGE THEM TO JOIN AND SUPPORT OUR EFFORTS TO IMPROVE THE PROFIT POTENTIAL FOR THE INDUSTRY. THE DRIVELINE IS PUBLISHED QUARTERLY BY AUTOMOTIVE DEALERS RESOURCE OF MICHIGAN, 55 E LONG LAKE RD. PMB 233, TROY, MI AND THE NATIONAL INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION SERVICES CORPORATION, 2521 BROWN BLVD., ARLINGTON, TX 76006. PERIODICAL POSTAGE IS PAID AT ARLINGTON TX, AND AT ADDITIONAL OFFICES. THE STATEMENTS AND OPINIONS EXPRESSED HEREIN ARE THOSE OF THE INDIVIDUAL AUTHORS AND DO NOT NECESSARILY REPRESENT THE VIEWS OF THE MICHIGAN INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION INC., AUTOMOTIVE DEALERS RESOURCE OF MICHIGAN, OR THE NATIONAL INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION. LIKEWISE, THE APPEARANCE OF ADVERTISERS, OR THEIR IDENTIFICATION AS MEMBERS OF THE MICHIGAN OR NATIONAL ASSOCIATIONS DOES NOT CONSTITUTE AN ENDORSEMENT OF THE PRODUCTS OR SERVICES FEATURED. FOR 29 YEARS, WE HAVE WORKED TO REPRESENT THE INDEPENDENT AUTOMOBILE DEALERS IN MICHIGAN. WE NEED YOUR SUPPORT. PUBLISHER/EDITOR AT LARGE: Nancy R. Chapman FRONT COVER BY Mike Morgan STATE MAGAZINE MGR./SALES Troy Graff • troy@niada.com EDITOR Mike Harbour • mharbour@niada.com PRODUCTION MGR. Jacob Kerns • jacob@niada.com ART/PRODUCTION MGR. Christy Haynes • christy@niada.com PRINTING Nieman Printing

FOR INFORMATION ON HOW TO BECOME A MEMBER PLEASE CONTACT NANCY CHAPMAN AT NCHAPMAN@MIADA.ORG 55 E. LONG LAKE ROAD • PMB 233 TROY, MICHIGAN 48085 PHONE: 248-828-7010 WEB SITE: WWW.MIADA.ORG

Mission Statement The Michigan Independent Automobile Dealers Association is committed to promoting growth and preserving the vitality and integrity of the independent motor vehicle industry through education and legislation as advocates for consumers and dealers.

Board of Directors PRESIDENT Ed Ophoff Ophoff Motor Sales 2921 S. Division Wyoming, MI 49548 ph: 616-452-7761 ­fax: 616-452-3530 edwoph@aol.com CHAIRMAN OF THE BOARD Art Douglas Jim Douglas Auto Sales 1153 Baldwin Rd. Pontiac, MI 48340 ph: 248-332-8326 fax: 248-332-1323 art@jimdouglasauto sales.com VICE PRESIDENT Jerry Drouillard Autohaus 4411 Delemere, Royal Oak, MI 48073 48-549-3636 fax: 248-549-7805, gdro999@hotmail.com SECRETARY Fred Wagner Centerline Auto Financing 25637 Van Dyke, Centerline MI 48015 ph: 586-755-3755 wagnerfw48@yahoo.com

DIRECTORS: Ray Campise Certified Motors 23509 Little Mack Ave. St. Clair Shores, MI 48080 ph: 586.775.7000 fax: 586.775.7003 sales.cmotors@gmail.com Nigel Fox Sovereign Auto Purchasing 730 N Main Flushing, MI 48433 ph: 810-487-2020 fax: 810-487-2022 nkfox@aol.com Tony LoBretto Alamo Valley Auto Sales 6100 West D Avenue Kalamazoo, MI 49009; ph: 269-344-8250 fax: 269-344-8231 alamovalley@gmail.com Rick Rynberg Rynberg’s Car Company 3880 Holton Rd. Muskegon, MI 49445 ph: 231-744-1441 fax: 231-744-6813 Debbie Richards Ellis Richards Motors 24900 Gratiot Eastpointe, MI 48021 ph: 586-778-0606 fax: 586-778-0215 lilellis@ameritech.net.

Ted Cooper Genesys Systems 360 E. Maple Rd. Troy, MI 48083 ph: 248-597-1003 fax: 248-597-1012 ted@gensystems.com

Chris Connelly Connelly Car Company 7556 North US-27 St Johns, MI 48879, ph: 989-224-0068 fax: 989-224-1898 hubcapsccc@voyager.net

Jetre Ormsbee Ormsbee Implement Co. Inc. 241 M-68 Hwy East, Afton, MI 49705, ph: 231-238-9928 fax: 231-238-9938

Mike Tokie Jack’s Auto Service PO Box 52 Grawn, MI 49637 ph: 231-218-1978 fax: 231-947-7438, jacksautoservice@ gmail.com

Jeffrey Braatz Paradise Motors Inc. 8212 W. Saginaw Hwy. Lansing, MI 48917 ph: 517-627-3900 fax:517-887-3920 jeffbraatz@yahoo.com Dennis Craig Instant Car Credit P.O. Box 146 Acme, MI 49610 ph: 231-938-2627 fax: 231-938-0399 iccinc@charter.net Leon Fransisco Fransisco Automotive Enterprises 1835 E. Jolly Road Lansing, MI 48910 ph: 517-272-5000 fax: 517-887-7268 leon@frognet.net

Robert VanCoillie Van’s Motor Sales, Inc. 1507 Garfield Rd. Traverse City, MI 49686, ph: 231-995-0614 fax: 231-995-0613 vansmotors@bignet north.net Dennis Ptak D & W Distribution 3240 Palm Aire Rochester Hills, MI 48309 ph: 248-840-7617 daptak@comcast.com

EXECUTIVE DIRECTOR: Nancy R. Chapman ADR of Michigan 55 E. Long Lake Rd. PMB 233 Troy, MI 48085 ph: 248-828-7011 fax: 248-828-7012 nancy.chapman@ buyadr.com

CHECK With Bond Source Insurance Agency For Your Bonds • Quick Turnaround Service within Michigan • Easy One Page Application • No Financial Statements Required in Most Cases • Checks and Credit Cards Accepted • Lost Title Bond Service • High Risk Bonding Sources Available

R

Dealer Bond Rates

MI MVD $10,000 Bond: MIADA Member: $100/1 yr; $250/3 yr (for qualifying dealers)

FOR INFORMATION ON THESE AND OTHER BONDS: Apply over the phone at: 888-855-0100 * fax: 888-855-7111 or email: nchapman@aec-mgmt.com 3

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A & B MOTORS, Inc. Receives 2010 Harold Rettberg Memorial MIADA Quality Dealer Award Albert Tiano Jr., owner of A & B Motors, Inc., in Roseville, was chosen as the recipient of the 2010 Harold Rettberg Memorial MIADA Quality Dealer Award.

Auto mechanics class is where Albert got his first taste of the automotive industry. After high school graduation, Albert and his brother, Joseph, opened a detail shop and soon after that, he became a salesperson at the family-owned dealership, Macomb Auto Sales. Along with his father, brother and uncle, Albert enjoyed carrying on the tradition of working hard. “I always believed that the harder you work, the luckier you will be in becoming successful,” he said. Albert worked with his family until 1990. His brother was killed in a tragic auto accident, then he lost his father one year later. He decided to stay in the automotive business and opened his dealership in 1993. He now has two locations with service departments in Roseville. Almost half of A & B Motors sales come from its base of loyal customers and their referrals. A few of Albert’s philosophies are, “I don’t want your money, I want your business” and “I want my customers to become part of the family.” A & B Motors will represent Michigan IADA at the NIADA Quality Dealer competition in June at the national convention and expo in Las Vegas. Congratulations to Albert for being honored as the 2010 Harold Rettberg Memorial MIADA Quality Dealer.

We Get Letters

u o Y k n a MICHIGAN Th2011 “V.I.P.” CARD SPONSORS

ABC Detroit Toledo ADESA Lansing ADESA Wisconsin Bay Auto Auction Dealers Auto Auction of Michigan Flint Auto Auction Grand Rapids Auto Auction Greater Detroit Auto Auction Greater Kalamazoo Auto Auction Insurance Auto Auction Interstate-94 Vehicle Auto Auction Manheim Detroit Manheim Metro Detroit Manheim Milwaukee Montpelier Auto Auction of Ohio Port Huron Auto Auction West Michigan Auto Auction Western Wisconsin Auto Auction Wisconsin Auto Auction 4

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Resolve To Give Back

BY MIKE MORGAN, ADR STAFF

With the holiday season behind us, the farthest thing from the mind of most business owners is giving back. We feel like we’ve given and we’ve

given and we’ve given, and people have taken and taken and taken. So the thought of giving any more seems crazy. I’d like to propose, however, that as business owners we should be thinking about giving back every day. I want to make it clear that giving back doesn’t necessarily mean giving money to every boy and girl who are trying to sell tickets to the local school pancake breakfast. Let’s be honest: that doesn’t help business much, does it? The problem with most company policies on giving back is it’s easier to just write a check than to do anything more involved. But when you write a check, where is the return? I know, I know. When you write a check to the local little league team, your name

appears on the back of their jerseys and then quickly gets covered in mud as little Jimmy slides in for his homerun. Or, what about when you give to the local school basketball calendar and your logo is printed one-inch-by-one-inch on the bottom righthand corner and promptly has a thumbtack put through it? Writing a check is all too often thought of as “giving back.” But the same people who write the checks get mad when there’s no return. So step back, look at the situation, and change how you give back. Toy stores often run promotions like bringing in a new unwrapped toy for a needy child to receive 10 percent off for a new toy yourself. Restaurants might run a canned food item promotion where you bring in something for the food bank so you can receive a free dessert. What’s the difference between these methods and writing checks? The difference is getting

people into your store. As car dealers, it’s hard to sell cars when nobody’s there to buy them. So why not give back to the community and get people to buy your cars at the same time? With the holidays over, people have stopped thinking about others in need. Why not run a promotion at the beginning of February? Invite your future customers to bring in a new coat, and give them a hundred-dollar coupon toward the price of a car. Or maybe offer them a free oil change and follow up with a free car inspection. Giving back should not break the bank. Instead, it should help your business grow. If you’re looking for more ideas, feel free to contact me at mike.morgan@buyadr.com or 888-292-8080.

AS CAR DEALERS, IT’S HARD TO SELL CARS WHEN NOBODY’S THERE TO BUY THEM. SO WHY NOT GIVE BACK TO THE COMMUNITY AND GET PEOPLE TO BUY YOUR CARS AT THE SAME TIME?

Resolve To Reach Out

BY MIKE MORGAN, ADR STAFF

In the good old days, advertising was as simple as putting an ad on the television. Sadly, times have changed. People have stopped watching

TV and now spend all of their time on Facebook. However, many car dealers have not changed their marketing approach. Social media has redefined the way businesses advertise. It is now less about expensive commercials and more about real-life conversations. Southwest Airlines has been called innovative, different, and (my personal favorite) rebellious. It looked at all the traditional values of the aviation industry and decided to take a different approach. It also took the same approach with its marketing, too. Southwest Airlines understands people. It has embraced the LUV (its NYSE ticker symbol) mindset. Its constant goal is to reach out to its customers – past, present, and future – and engage them. Southwest spends a lot of time on Facebook (facebook.com/southwest), Twitter (@SouthwestAir), YouTube, and Nuts About Southwest, the airline’s blog

(www.blogsouthwest.com). The goal is not to bombard consumers with cheap advertising tricks to convince them to fly Southwest. On the contrary, it’s all an effort to simply open the lines of communication. First, Southwest wants to know who you like to fly with. Personally, I fly United Airlines, and I have had multiple conversations with Southwest Airlines on Twitter about why I fly United. By understanding the reasons customers do or do not fly with them, Southwest has actual data that can be used when decisions need to be made about changes. Secondly, the airline is constantly listening for problems and takes a proactive approach regarding customer issues. My friend Carl was on flight from New Orleans to Las Vegas, where he would transfer to another flight. His first flight was delayed due to weather. Upon arriving in Las Vegas, he still had plenty of time to get to his next flight. Carl received an e-mail from Southwest Airlines. The message shocked him but was plain and simple: “We’re sorry for your delay. Here is a two hundred-dollar travel voucher.”

As a frequent flier, I would love to see any airline take this approach, but the part that’s truly amazing about this story is his flight was only delayed fifteen minutes and arrived almost on time. This proactive approach can seem ridiculous to the business owner but can make the customer overwhelmingly grateful. One of the best ways to ensure new business is to retain repeat business. Finally, Southwest lets customers know what’s going on. Information as simple as flight delays or as complex as questions about its merger with AirTran, Southwest Airlines is online and ready to help. Social media doesn’t follow traditional marketing schemes, however, it is rapidly becoming the best way to reach your customers. If you don’t believe me, I challenge you to not get involved online and prove me wrong. If you do believe me, I’m here to help. ADR is glad to offer solutions to your online brand-management needs. Contact me at mike.morgan@buyadr.com or 888-292-8080.

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Future P R E PA R I N G F O R T H E

By Jan Kelly, president of Kelly Enterprises

A

new year brings new goals, and new hopes for improved sales, more lenders, and more profits for everyone. As with any change in the

Education is not a one-time event. Plan a continuous relationship with your education resource. Every process should be monitored, measured, and modified as required. After the modifications have been made, the new process needs to be re-implemented, monitored and the producers need to be held accountable.

SALES: From all I’ve read, the customers are back. People are once again going to the dealerships to replace their old vehicles with smaller, more fuel-efficient models, and some are adding to their family fleet so they can meet the weather challenges. The great news is the customers are back from their long hiatus. What are they finding at the dealerships? The customers are finding store personnel stretched, and the once-many choices of inventory they enjoyed in the past now cut. The product selection step in the selling cycle will need to stress selling what you see in front of you. During the past few years, those dealerships that survived have learned how to manage inventory more effectively, as well as turning it more quickly. They’ve also learned how to operate in a lean environment.

LENDERS: The industry needs more of them, and we need them to approve loans. Dealerships will need to continue to seek local credit unions and other local lenders to approve consumer financing. Credit unions may not be use to the independent dealerships, but this is an opportunity to put your best face forward and sell yourself and your business acumen to the lenders. I was asked how important relationships with lenders are; they’re critical to your success. Lenders again wish to become a close business advisor to your operation. They’re going to want a piece of every banking transaction you have; wholesale, retail, merchant services, checkings and savings, personal and business. When you think of lenders, what was old is now new again. Keep your ears to the wind; contact every source prospect for lenders at every opportunity.

marketplace, dealerships must prepare their team to meet the current demands of the marketplace.

PERSONNEL: Plan on hiring sales personnel and educating them. Personnel are stretched to the point of having job descriptions blurred. I think the time is coming to redefine the roles and create a work environment where they can focus upon the job at hand and cease worrying about what additional items will be asked of them. Multitasking can become dysfunctional after awhile. Sales processes while basic never change, I find each dealership has a specific culture and the process often must be modified to reflect the culture so management will support the process after the educator leaves.

COMPLIANCE ISSUES: Spend the time it takes to create a binder with your policies and procedures regarding the plethora of federal regulations we must meet. The following is a beginning checklist for those policies and procedures: ______ ______ ______ ______ ______ ______ ______

DISPOSAL RULE P SAFE GUARD RULE P OFAC SDN LIST P RED FLAG RULE P ADDRESS DISCREPANCY RULE RISK-BASED PRICING RULE P ADVERSE ACTION LETTERS P

P

ONCE A POLICY AND PROCEDURE IS PLACED IN WRITING, THE COMPANY IS BOUND BY THE WORDS IT WRITES. With the creation of the new credit protection agency, I think we’ll begin to see enforcement of the rules and regulations and perhaps some additional items will be added to the list of required written documentation. Review your existing policies and verify what’s written is what’s actually happening. If not, then change either the policies or your practices. Once a policy and procedure is placed in writing, the company is bound by the words it writes. Conduct self-audits as written in the policies and procedures. Document the education content and the timing of the education of new hires. Document any breaches of security, or failure to adhere to the company policies. As you know, I am not an attorney and this is not to be used as legal advice. These words are meant to be educational only. Please consult your legal counsel for all legal issues. The future is once again bright. Prepare for success. Jan Kelly is an educator and consultant, international convention speaker and writes frequently for industry publications. For information about educational venues or joining our F&I 20 Group, call 800-336-4275 or visit www. JLKelly.com.

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Marketing Your Vehicles Beyond the Dealership By Clayton Stanfield, eBay Motors In today’s digital world, it is becoming increasingly challenging for dealers to drive car shoppers from online browsing into their dealerships. It is also growing increasingly im-

RESEARCH SHOWS the majority of consumers now start major purchase decisions with online research.

portant for dealers to widen their reach beyond prospective customers in their own backyards. To find success in today’s changing market, dealers need to broaden their reach and build relationships with consumers who may be hundreds of miles away. Nearly every customer considering an automotive purchase now turns online first to research, find and even buy. To reach those customers, many dealers take advantage of third-party automotive websites, such as eBay Motors, to promote their inventories and services to be introduced to a broader range of potential customers. According to the 2010 J.D. Power and Associates Used Vehicles Market Report, 68 percent of used vehicle buyers use the Internet in their shopping process. This is an increase of five percent from 2009. Online classified ad use to shop for used vehicles has increased to 51 percent, up from 41 percent in 2006. Among the online resources customers use in their shopping process, independent automotive websites, such as ebaymotors.com, receive more visitors than dealer websites. Marketing your vehicle inventory, parts and your dealership on the Internet requires new ways to establish the same reputation and trust it takes to get consumers on the showroom floor. Build awareness. When you want to reach customers in your hometown, you work hard to let them know you’re there. Billboards, commercials, classified advertisements or a combination of these are often used. The same premise remains true when marketing to online consumers. When you want consumers to visit your virtual showroom, dealers need to pay close attention to search engine optimization (SEO). Search engines such as Google, Yahoo and Bing regularly visit websites with automated tools to index key words and phrases consumers often use when searching. To optimize your listings so the search engines can match your terms to what consumers are searching for, it is important you use everyday words and phrases that consumers are likely to type into a search. This way, your listings are more likely to appear in searches and more likely to be noticed by more potential buyers. Search engine optimization can help a dealership reach new customers during the consideration and research phase and also to

build a loyal customer base that will return to your site or come to your dealership when they are ready to make a purchase. eBay Motors regularly uses search to drive more than 14.8 million unique visitors – and potential buyers, looking for new and used vehicles, parts, accessories and services – each month to its website. Show your reputation. When a customer visits your lot, chances are good they already have some degree of interest and trust, either with a previous relationship or based upon a recommendation. Their friend bought a car there, your children go to school together, or they know your dealership’s reputation from active community involvement. To build trust online, it is vital to provide as much information available as possible about not only the vehicles you sell but also your dealership and the people behind the dealership. When developing online listings to sell vehicles or parts and accessories, use highquality, professional photographs and wellwritten descriptions. This helps to boost consumer confidence and purchase potential. If customers cannot clearly see what they are purchasing, chances are higher they’ll move on to the next item with better images. Also, provide complete disclosure as if customers were looking at the vehicle with you in person. Customers will expect most used cars have some sort of imperfection, so don’t try to camouflage any issues with a buyer. By being truthful and transparent with listings, dealers create a sense of trust and a willingness to conduct business. Offer timely responses. While customers in your dealership may wait for you to call back and track down information, online customers expect a high level of service and responsiveness, even if it’s a response to say you are looking for information to answer the question. Since communication methods such as e-mail and cell phones are the norm, buyers expect quick answers. A buyer ready to make a purchase may be more willing to engage in business with a dealer who is responsive to questions with timely communication. Remember, online customers may be shopping in a different time zone, so regular business hours may not apply. Research shows the majority of consumers now start major purchase decisions with online research. Now that consumers are shopping online, businesses have been quick to follow. With a SEO strategy, an online reputation that encourages trust, customer service and responsiveness, dealers can build a virtual business that drives real results and encourages new customers to shop with ease.

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NEW FTC PRIVACY RULES YOU MUST BE IN COMPLIANCE BY JAN. 1, 2011

RESOLVE TO COMPLY: The Federal Trade Commission (FTC) will put into effect changes to the Gramm-Leach-Bliley Privacy Act and begin enforcement of the Risk-Base Pricing Rule starting Jan. 1, 2011.

New Privacy Rules

These new changes make your older Privacy Notices obsolete and non-compliant. The new privacy notice forms, so-called safe harbor models, are intended to explain to consumers in simple easy terms what information auto dealers collect from them, how dealers use the information and how dealers protect it from improper use. Each dealer’s Privacy Notice must be unique to that dealership, so generic notices are not an option. Specific information needs to be gathered and configured to produce a privacy notice exclusively for each individual dealership.

Auto Financing and the New Risk-Based Pricing Rule

The new Risk Based-Pricing Rule gives dealers two options: It requires dealers either to send a riskbased pricing notice to certain customers Or Send a new credit score exception notice to all credit applicants. The dealer is responsible for providing notices to customers if they are involved in financing directly or indirectly.

Penalties

The FTC can obtain injunctive relief and penalties of $3,500 for each known violation that is part of a pattern or a practice of violations. The FTC can obtain injunctive relief and penalties of $3,500 for each known violation that is part of a pattern or practice of violations. FCRA § 621(a), 15 USC § 1681s(a); 16 C.F.R. § 1.98(m) (adjusting civil penalties under the FCRA from $2,500 to $3,500). Section 615(c) of the FCRA, 15 USC § 1681m(c), provides that a company cannot be held liable for a violation of the Risk-Based Pricing Rule if it can show by a preponderance of the evidence that it

maintained reasonable procedures to assure compliance with the Rule. There is no private right of action under the FCRA for violations of the Risk-Based Pricing Rule.

Be Prepared-Act Now!

The ADR team is prepared to personalize your Privacy and Risk-Based Pricing Notices. We have developed a cost-effective web-based solution. Through a series of questions, the system fills in the appropriate blanks and allows you to drop in a logo to further customize the form. To access this form, visit www.buyadr. com. If you don’t have a computer, call 800364-8833 and the ADR team will complete the form with you over the phone.

ADR of Michigan

Our Mission: Your Success 800-364-8833 www.buyadr.com nancy.chapman@buyadr.com

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HIGHLIGHTS FROM MIADA AWARDS DINNER 12

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2010 AWARDS DINNER SPONSORS Automotive Dealer Resources of Michigan Flint Auto Auction Genesys Systems Greater Kalamazoo Auto Auction Guardian Warranty McLeod-Koski Agency Metro Detroit Chapter Rod Heasley , AutoSave/Charter Warranty SmartAuction West Michigan Chapter

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Complying with the Risk-based Pricing Rule

BY LEE DOMINGUE, CEO OF INDIRECT LENDING, WOLTERS KLUWER FINANCIAL SERVICES

As the new Risk-Based Pricing Rule takes effect this month, auto dealers need to make sure they have information, resources and tools in place so they are ready to comply. Applying to Buy Here-Pay Here (BHPH) dealers

and those who do business with third-party creditors, the rule requires dealers to notify consumers when they receive materially less favorable credit terms than others based on consumer report information. According to the new rule, a risk-based pricing notice must be provided to the consumer before signing the credit agreement (direct lending note or indirect retail installment sales contract). The notice must: Include information about the elements of a credit report. State the annual percentage rate and other terms were set based on the consumer’s credit report. State the terms offered may be less favorable compared with the terms offered to consumers with better credit histories. Encourage the consumer to verify credit report accuracy. Identify all consumer reporting agencies that supplied a consumer report used in the credit decision. Inform the consumer of the right to a complimentary copy of a consumer report from those agencies for 60 days after receipt of the notice. Provide guidance on obtaining a consumer report. Direct the consumer to the Federal Reserve Board and Federal Trade Commission’s websites. Dealers can use a case-by-case method, a credit score proxy method or a tiered pricing method to identify which customers must receive a notice. For more info, a Adobe PDF is available at www.ftc.gov/ os/2009/12/R411009riskbasedpricingfrn.pdf. An exception to the Risk-Based Pricing Rule allows dealers to provide a credit score disclosure notice to all customers who apply for credit. This option is only available to dealers who use credit scores in the decision to extend credit. This exception notice must include the consumer’s credit score, the date it was created, its source, and information about the range of scores and how lenders use them. In addition, the notice must provide a description or graphical representation of how the applicant’s credit score ranks in comparison with other consumers. For this, dealers will need data from their consumer credit report suppliers. The exception notice may be the easiest path to compliance for many dealers, as it avoids the analysis of who is required to receive a risk based-pricing notice. However, each dealer should look at its own unique business to determine which compliance option will work best. While dealers may be concerned that the new rule will create more paperwork and administration, risk management platforms can help automate indirect lending, credit approval and compliance processes. By unifying lending transactions and simplifying documentation, a technology platform can enable quicker decision making and help prevent financial and legal penalties resulting from non-compliance. Whatever notice option your dealership pursues under the new rule, automating credit approval and compliance processes can help you ease the regulatory burden on staff resources, reduce your risks of non-compliance, and safeguard your dealership’s reputation. Lee Domingue is CEO of indirect lending at Wolters Kluwer Financial Services. For more information, visit www.wolterskluwerfs.com/ilsolutions.

NEW & RENEWING MEMBERS WELCOME NEW MICHIGAN MEMBERS AFS ACCEPTANCE LLC BEST DEALS AUTO SALES, INC. CAR FINANCIAL SERVICES, INC. CHAMPION AUTO SALES CHRYSLER INSURANCE CO. GOOD MOTOR COMPANY LLC GREAT LAKES AUTO, INC. HANDY CAR CLEAN HIGHWAY AUTO SALES, INC. I-75 AUTO J.F.B ENTERPRISES NATIONAL AUTO SALES, INC. ROYAL AUTO SALES

FT. LAUDERDALE, FL DETROIT WESTERVILLE MT. MORRIS FARMINGTON WYOMING MASON TRENTON DETROIT FLINT MUSKEGON WARREN ROYAL OAK

WELCOME RENEWING MICHIGAN MEMBERS AFFORDABLE AUTO SALES & SERVICE SHELBY AGELESS AUTOS ZEELAND AIS EQUIPMENT CO. GRAND RAPIDS ANDREWS AUTOMOTIVE MASON AUTO BRITE USED CARS, INC. SAGINAW AUTO SALVAGE AUCTIONS DAVISON AUTOSAVE/CHARTER WARRANTRY WIXOM AUTOTRADER.COM NOVI B & B USED CARS DETOUR, VA. BAILEY AUTO LLC BAILEY BIRMINGHAM MOTORS, LTD. BIRMINGHAM BMW MOTORS BLISSFIELD BODRIES USED CARS SAGINAW CC CARS LLC ALLEGAN CHEBOYGAN AUTO BROKERS CHEBOYGAN COMPUTERIZED VEHICLE REG. CANTON COUNTRYVIEW AUTO SALES L.L.C. HUDSONVILLE DEALERS AUTO AUCTION OF MICHIGAN CLARE DICKS AUTO SALES JENISON G & L AUTO SALES, INC. ROSEVILLE GWC WARRANTY CLARKSTON INTER-CITY AUTO SALES WAYNE J & K AUTOMOTIVE SALES LLC SOUTHFIELD JOE ROSS USED CARS, INC. KALAMAZOO JOHN SOMMERVILLE MOTORS ST. CLAIR KADRICH USED CARS ALPENA KAY’S KARS LLC FREMONT LINDEROTH SALES & SERVICE MANISTIQUE METRO MOTORS, INC. WYOMING MICHIGAN CAR & TRUCK, INC. JACKSON PETE’S AUTO SALES KINGSTON POULIOTS AUTO EXPO, INC. ESCANABA QUALITY MOTORS BATTLE CREEK R & R VEHICLE SALES ROMULUS RANDY MERREN AUTO SALES GREENVILLE RED CEDAR AUTO SALES WILLIAMSTON RENTAL’S, INC. ANN ARBOR RITE ON, INC. DETROIT ROAD CANDY AUTO SALES ESSEXVILLE RON NEALE AUTO SALES THREE RIVERS RPM AUTO SALES LANSING SOUTHFIELD QUALITY CARS DETROIT VAN PAEMEL SALES, INC. CHESTERFIELD TWP. WES FINANCIAL AUTO GROUP DEARBORN HEIGHTS

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RESOLVE TO BE ORGANIZED:

Personal Organization

One of the things I have discovered about the most successful auto dealers is their ability to handle a variety of tasks, problems, issues, responsibilities and all challenges at the same time, yet still come back for more tomorrow! This would not be possible if they lacked personal organization. Not to confuse you, but I am not talking about time management (another future article), but personal management. What you can do in a framework of passing time is just manage all the stuff; decisions, problems, resources, customers, employees, successes, failures, risks, paperwork, as well as all the activities in your daily life. I am listing a few of my suggestions to help you get better at personal organization: 1. Start with a written plan (list) on what you want to accomplish for the time period 2.  Most important is to prioritize that plan (list) 3. Stay focused on your plan (list) 4.  Eliminate all the clutter in your daily routines (if you have not used it in last 10 days to help sell a vehicle, why keep it around?) 5.   Concentrate on the list one item at a time (see it through completion) 6.  Do not pursue anything you aren’t truly passionate about 7.    Include routines for those pleasurable daily tasks (reading or study) 8.  Get up earlier and go to bed later! 9.  Organize your personal workspace so you can be more productive (how many stress squeezers on your desk?) 10. You must learn to say no more often 11. I f you are procrastinating on something on your list, ask why?

By Rod A. Heasley, Autosave/Charter Warranty

and obviously many routine daily functions. I believe technology is a wonderful tool and has made it possible to save time when trying to stay in touch or attract new customers, but at what cost? In my opinion, relationships, especially auto sales and service relationships, are all about people! Our customers want and need and expect personal contact. How often do you send an e-mail instead of picking up the telephone? How many times a day do you text somebody instead of a healthy conversation? Do you set sales or service appointments over the Net? Here again, I believe technology lets us get more done daily and is easier and (most of the time) faster. I do cherish the new technology currently available, but do you know what I cherish more? Personally talking with my customers, prospective, past and present! One of my favorite expressions in developing and maintaining sales relationships is eyeball to eyeball and belly to belly! Nothing can replace that warm and fuzzy feeling generated with one of your customers, not the fastest computer or award-winning website or smallest handheld texting unit. Go ahead and label me old school or better yet, technologically challenged, but humor me and try the following for the next 30 days and monitor your results within yourself:

• Personally call one prospective customer instead of sending him an e-mail. • Personally call five previous customers, (not to sell), but just to say, “Hi, how is the world treating you?” • Personally call a close relative or close friend just to tell them you were thinking about them. • Finally, do not assume everyone you contact (especially customers) are as technologically advanced as you are. My final thought for you: Better organization means improved effectiveness Improved effectiveness means better performance Better performance means positive attitudes Positive attitudes, better performance and improved effectiveness all equal increased sales, profit results and quality of life! After all, aren’t those your daily objectives? Rod Heasley is the director of sales in the U.S. and Canada for Charter Warranty/Autosave Division. Autosave is the nationally recognized, original 5-year/100,000-mile engine and transmission warranty program. Rod has more than 26 years automotive industry experience in retail sales and management operations, and motivational auto sales training. Rod can be reached at 800-684-1175 or rodh@autosave. com.

12. Use mentors (two or three heads better than one) 13. When you do say yes, mean it (do not make commitments or promises you can’t keep)

14. Respect and value your quality free time away from the dealership (In other words, play when its time to play, work when it’s time to work and don’t mix the two!) 15.  Have fun, enjoy life and this crazy profession you have chosen.

16. Use all the available technology as a tool, not a crutch Nowadays, it is much too easy to rely on technology as a sales tool to contact new customers, maintain current or past customers, handles sales and service issues, 15

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>>

OVE.com Signs 100th auction partner

OVE.com, the world’s largest, 24/7 online wholesale vehicle marketplace, celebrated a centennial milestone in November when it signed its 100th independent auction partner, State Line Auto Auction in Waverly, N.Y.

OVE.com is now the online partner of choice for about 80 percent of the National Auto Auction Association’s (NAAA) member auctions. Unlike other platforms, auctions must be NAAA members to participate on the OVE.com platform, so buyers can purchase confidently knowing that every transaction facilitated on OVE.com adheres to the highest industry standards. “OVE.com plays a critical role in our remarketing strategy,” said Ben Lange, president, America’s Auto Auction. “Our partnership with OVE. com helps our dealer and commercial customers sell cars more quickly, and we’ve been able to touch cars that normally would not come to auction, so we’re expanding virtually. Oftentimes, we’re able to leverage our new online relationships into lane business; and on the buy side, we start to see the OVE.com buyers show up on our AWG simulcast screens and sometimes in the lane.” As partners on OVE.com, independent auctions: Control the entire transaction, from setting their own fees to arbitration Easily list inventory, images and condition reports, especially if using the automated solution Avoid listing or membership fees and never pay anything until they sell a vehicle Expand their reach nationally and even internationally, especially since their inventory is exposed on Manheim.com’s PowerSearch For more information, visit OVE.com.

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NADA OFFICIAL USED CAR GUIDES SUBSCRIPTION ORDER FORM ORDER THROUGH ADR of Michigan AND RECEIVE A DISCOUNT! QUANTITY

PRICE

_____

NADA Official Used Car Guide (Published Monthly)

__________

$80

______

NADA e-Valuator for Dealers (Single User)

__________

$400

______

NADA Official Older Car Guide (Published 3 Times Yearly)

__________

$62

Prices are subject to change without notice

SUBSCRIPTION ORDER INFORMATION BUSINESS NAME _______________________________ EMAIL_______________________________________ CONTACT NAME _______________________________ ADDRESS_____________________________________ CITY _________________________________________ STATE __________ ZIP + 4 ______________________ PHONE (

)________________________________ FAX (

)____________________________________

PAYMENT INFORMATION CHECK (MADE PAYABLE TO: ADR of Michigan) _______________ CREDIT CARDS:

MASTERCARD _____ VISA _____

DISCOVER _____

AMEX _____

ACCOUNT NAME ON CARD ________________________________________ AMOUNT $_________________ ACCOUNT # _____________________________________________________ EXPIRATION DATE __________ SIGNATURE X_______________________________________________________________________________

MAIL TO: ADR of Michigan, 55 E. LONG LAKE RD. PMB 233, TROY, MI 48085 FAX TO: 888-855-7111 PHONE ORDERS: 888-855-0100 Order Online: www.buyadr.com 17

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ORDER ONLINE, BY PHONE, FAX, OR MAIL ADR of Michigan

55 E. Long Lake Rd., PMB 233, Troy, MI 48085 www.buyadr.com 888-855-0100 · Fax: 888-855-7111

NOTE: Payment must accompany your order. Prices include MI sales tax. Prices are subject to change without notice. Please allow 2-3 weeks for customized orders. Make check payable to: ADR of Michigan Credit Card Charge to:

SHIP TO NAME ADDRESS

□ MasterCard □ American Express

□ VISA

Date of Order

□ Discover

Credit Card Account Number: IS THIS A RESIDENTIAL ADDRESS? YES___ NO___ Exp. Date:_________________________ Customer Security Code (CSC):_____________

CITY, STATE, ZIP CODE

Billing Address:____________________________________________________________

(AREA CODE) FAX

(AREA CODE) PHONE

Signature (required for credit cards only)

PAGE 1

FORMS

TOTAL

AMOUNTS

UNIT PRICE

Windshield Numbers Peel & Stick 7-1/2” - Neon Green or Pink: “$”, “0” thru ”9”

per dozen

3.25

Slogan Signs: 15” Neon Green: 0 Down, 4Cylinder, 4x4, 6-Cylinder, Air Conditioning, All Wheel Drive, Automatic, Certified, Diesel, Down, Extra Clean, Financing Available, Gas Saver, Great Gas Mileage, Lease, Leather, Like New, Loaded, Low Mileage, One Owner, Per Month, Reduced, Sharp, Special, V-8, Warranty

per dozen

3.50

UNIT PRICE

RD-108, 4-Part NCR

50 250 500

12.75 60.00 115.00

Imprinted RD-108, black ink

250 500

145.00 205.00

Privacy Forms (Complete Online Survey First at: www.buyadr.com/privacy/show)

100 500

20.00 50.00

FTC Buyers Guide, 2-Part NCR, with adhesive

100 500

15.50 72.50

FTC Spanish Buyers Guide, 2-Pt NCR, with adhesive

100 500

14.00 65.00

Deal Jacket Envelopes 9” x 12”

100 500

22.25 101.25

Odometer Forms 3-Part NCR

100 500

11.75 53.75

“2005” Red/Yellow or Green/Black

per dozen

7.50

per book

28.50

“2006” Red/Yellow or Green/Black

per dozen

7.50

MI Retail Purchase Agreements 3-Part NCR

100 500

23.00 100.00

“2007” Red/Yellow or Green/Black

per dozen

7.50

Imprinted MI Retail Purchase Agreement, 3-Part NCR, black ink

500 1000

241.75 341.75

“Police” Record Book

QUANTITY

ADVERTISING SUPPLIES

AMOUNTS

“2002” Red/Yellow or Green/Black

per dozen

7.50

“2003” Red/Yellow or Green/Black

per dozen

7.50

“2004” Red/Yellow or Green/Black

per dozen

7.50

“2008” Red/Yellow or Green/Black

per dozen

7.50

“2009” Red/Yellow or Green/Black

per dozen

7.50

AMOUNTS

UNIT PRICE

“2010” Red/Yellow or Green/Black

per dozen

7.50

50

12.50

“2011” Red/Yellow or Green/Black

per dozen

7.50

Pan Head Screws

100

8.00

pack of 50

18.50

Hex Head Screws

100

8.50

Mirror Tags: Fluorescent Colors: As Advertised, Lease - Pink or Yellow Blank - Green, Red, Pink, Yellow Red Tag Special, Was/Now - Red Sale - Green, Red, Pink, Yellow Special - Green, Red, Pink, Yellow Antenna Flags: Fluorescent Colors Yellow, Multi, Red-White-Blue or Red

per dozen

21.00

Metric Screws

100

8.00

License Plate Magnet, Vinyl Coated

each

8.75

AMOUNTS

UNIT PRICE

BOOKS

QUANTITY

QUANTITY

TOTAL

TOTAL

NADA Used Car Guide

1 book

8.00

NADA Older Car Guide

1 book

30.00

NADA Recreation Vehicle Guide

1 book

45.00

Pennants: 120 ft. String Multi-Color

NADA Marine Appraisal Guide (7-100’)

1 book

45.00

SUPPLIES

NADA Motorcycle-Snowmobile Guide

1 book

30.00

NADA Classic Car Guide Book

1 book

30.00

AMOUNTS

UNIT PRICE

Grease Pencils - Yellow or White

each

1.00

“Jumbo Line” Waterbase Markers Fluorescent Colors - Red, White, Pink, Yellow or Blue

each

9.00

“Broad Line” Waterbase Markers Fluorescent Colors - Pink, Green, Yellow or Orange

each

5.00

“Medium Line” Waterbase Markers Fluorescent Colors - White, Red, Yellow, Black or Blue

each

4.00

ADVERTISING SUPPLIES

TOTAL

QUANTITY

TOTAL

Year Model Slogan Oval

Thumb Screws

HARDWARE

QUANTITY

QUANTITY

TOTAL

Antenna Flags: Black & White Checkered

per dozen

21.00

American Cloth Clip on Flags

per dozen

21.00

Key Tags - Blue Cardboard Yellow Hard Plastic “Versatags” - Red, White, Blue, Green or Yellow Red/Blue Stock Stickers Single Edged Razor Blades

each

21.00

AMOUNTS

UNIT PRICE

500 250 250

35.00 21.00 27.00

100

8.00

box of 100

7.75

Metal Scraper

each

2.50

Rubber Plate Holders

each

12.00

Snow Rakes

each

17.00

REV. 12/12/2010

PAGE 1 SUBTOTAL

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PAGE 2 r buyad www.

.com

ADDITIONAL FORMS

AMOUNTS

UNIT PRICE

Customer Proposal - 2 Part: Provides info the dealership needs to complete a transaction.

100

$23.00

Trade-In Vehicle Appraisal - 2 Part: Ensures information is available to represent vehicle for sale.

100

$23.00

Test Drive Agreement - 2 Part: Obtains important customer information, including insurance coverage.

100

$23.00

Good Will Repair Acknowledgement - 2 Part: Protects the dealer’s ability with regard to implied warranties.

100

$23.00

Wholesales Purchase Agreement - 2 Part

100

$23.00

Acknowledgement of AS-IS Sale - 2 Part: Verifies that the consumer is satisfied with vehicle & understands the transaction.

100

$23.00

Delivery Confirmation - 2 Part: Verifies that the consumer is satisfied with the vehicle and understands the transaction.

100

$23.00

Delivery Confirmation-S: Spanish version of the above form.

100

$23.00

Delivery Confirmation-F: Other foreign language versions of the Delivery Confirmation.

100

$23.00

Interpreter’s Acknowledgement - 2 Part: For use when sale is conducted in language other than English

100

$23.00

Customer Delivery Checklist - 2 Part: Records existing rights and/or responsibilities of the parties.

100

$23.00

Notice to Co-Signer - 2 Part: Discloses the obligations they are undertaking by agreeing to act as a co-signer.

100

$23.00

Insurance Coverage Acknowledgement - 2 Part: Confirms customer’s obligation to maintain insurance coverage.

100

$23.00

F & I Product Confirmation - 2 Part: Confirms which products the consumer purchased.

100

$23.00

Authorization to Release Payoff Info - 2 Part: Dealership can get protected information concerning a lien release.

100

$23.00

Used Vehicle Limited Warranty - 2 Part: Enables the dealership to sell a vehicle with a “Limited” warranty.

100

$23.00

Deposit Receipt - Documents transaction information required to comply with UDAP statutes

200

$21.00

Arbitration Agreement

100

$23.00

Service Loaner Agreement

100

$23.00

Acknowledgement of Voluntary Resign

100

$23.00

MI SHIPPING CHART* $ Amount of Order Shipping Charge 1.00-30.00 30.01-50.00 50.01-70.00 70.01-90.00 90.01-110.00 110.01-119.99

www. buyad r

Now View Products & Place Orders Online! Visit Us at: www.buyadr.com

$9.00 $11.00 $16.00 $18.00 $19.75 $21.00

MINIMUM PURCHASE FOR FREE FREIGHT $125 *Residential Addresses add $4.50 to Freight

QUANTITY

.com

TOTAL

SUBTOTAL: PAGE 2 SUBTOTAL: PAGE 1 TOTAL MIADA MEMBER DISCOUNT (10%) FREIGHT (refer to chart) **GRAND TOTAL **Complete Payment Information on the Top of Page 1 19

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MI DEALER ORDER FORM MI DEALER ORDER FORM

Wolters Kluwer Financial Services/Bankers Systems Inc.

Retail Contracts & Security Agreements WoltersInstallment Kluwer Financial Services/Bankers Systems Inc. Retail Installment Contracts & Security Agreements MI Dealers Receive MI(when Dealers placed throughReceive ADR of Michigan only)

15% Off WKFS/BSI Retail Pricing 15% Off WKFS/BSI Retail Pricing

(when placed through ADR of Michigan only)

Simple Interest without Late Fee (RS-SI-MV-MI) Simple Interest without Late WKFS/BSI Retail Pricing Fee (RS-SI-MV-MI)

6% MI Simple Pricing Quantity* WKFS/BSI Through ADR of MI † Quantity Subtotal Sales Tax Interest Retail Pricing 6% MI Simple without Pricing Quantity* Through ADR of MI † Quantity Subtotal Sales Tax 50 $77.00 Interest $89.75 Late Fees without 50 $77.00 $89.75 100 $143.00 $167.92 Late Fees 100 $143.00 $167.92 Total 200 $265.00 $310.98 Total 200 quantity quotes $310.98 * Larger available upon request. $265.00

* Larger quantity quotes available upon request.

Simple Interest with Late Fee (RS-SI-MVLF-MI)

Simple Interest with Late Fee (RS-SI-MVLF-MI) WKFS/BSI Retail Pricing Retail Quantity* WKFS/BSI Pricing Quantity* Pricing 50 50 100 100 200 200

$177.42 $177.42 $336.53 $336.53 $643.47 $643.47

6% MI Simple Pricing MI TaxSimple Through ADR of MI † Quantity Subtotal6%Sales Interest Through ADR of MI † Quantity Subtotal Sales Tax Interest with Late $151.00 with Late Fee $151.00 $287.00 Fee $287.00 $547.00 $547.00

Total

Total

* Larger quantity quotes available upon request. * Larger quantity quotes available upon request.

ShippingInformation Information Shipping

Credit Card Charge to:

SHIP TO NAME

SHIP TO NAME

ADDRESS ADDRESS

Payment Information Payment Information

THIS A RESIDENTIAL ADDRESS? YES___ NO___ IS IS THIS A RESIDENTIAL ADDRESS? YES___ NO___

CITY,STATE, STATE,ZIP ZIP CODE CITY, CODE

□ MasterCard□ VISA□ VISA Credit Card Charge to: □ MasterCard □ Discover □ American □ American □ Discover ExpressExpress Credit Account Number: Credit CardCard Account Number: Exp. Date:________________________ Customer Code (CSC):_____________ Exp. Date:________________________ Customer Security Security Code (CSC):_____________ Address:___________________________________________________________ BillingBilling Address:___________________________________________________________

(AREACODE) CODE)PHONE PHONE (AREA

(AREA CODE) (AREA CODE) FAXFAX

Signature X______________________________________________ Signature X______________________________________________

† BSI shipping and handling will be charged separately. † BSI shipping and handling will be charged separately.

EMAIL EMAILADDRESS ADDRESS

MAIL 5555 E.E. LONG LAKE RDRD PMB 233, TROY, MI 48085 MAILTO: TO:ADR ADRof ofMichigan, Michigan, LONG LAKE PMB 233, TROY, MI 48085 FAX TO: 888-855-7111 FAX TO: 888-855-7111 PHONE ORDERS: 888-855-0100 PHONE ORDERS: 888-855-0100 ORDER ONLINE: www.buyadr.com ORDER ONLINE: www.buyadr.com Prices without notice Pricesare aresubject subjecttotochange change without notice

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Michigan Driveline  

Michigan Driveline is produced by the National Independent Automobile Dealers Association (NIADA) exclusively for used vehicle dealers who b...