Mid-Atlantic Dealer News - April 2023

A P R I L 2 0 2 3 • M I D AT L A N T I C AU TO D E A L E R S U N I T E D. O R G

MIDATLANTIC

DEALER NEWS H I G H L I G H T I N G P E N N S Y L V A N I A • M A R Y L A N D • D E L A W A R E

How to Choose the Best Payment Processor for Your Dealership Martin named NIADA CEO

Digital Merchandising Tools for Car Dealerships

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7 Steps to Improve Customer Satisfaction at Your Dealership

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MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023 | 1

Save The Date: April 6th

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APRIL 2023 | CONTENTS

The official magazine of the

MIDATLANTIC INDEPENDENT AUTO DEALERS ASSOCIATION

PENNSYLVANIA • MARYLAND • DELAWARE 1501 North Front St., Harrisburg, PA 17102 (717) 238-9002 midatlanticautodealersunited.org Noah Melamed - Chairman Ticket to Ride Auto, Lancaster, PA nmelamed@yourttr.com Chris Smiley - Advisor Mountville Motor Sales, Columbia, PA rcsmiley@comcast.net Bert Straub, President 1st Choice Auto LLC, Fairview, PA bertcstraub@gmail.com Vacant, President - Elect

ATTENTION: Effective January 1, 2023 PIADA will be charging a 3% surcharge on all credit card transactions to help us offset the merchant fees we have to pay.

The 3% surcharge will not be charged when paying your annual membership fees.

NO surcharge applies if paying with cash or check.

FEATURES 7 |

How to Choose the Best Payment Processor for Your Dealership It is crucial to find a partner that understands your needs and can effectively communicate their benefits. In this article, we’ll look at a few considerations when choosing a payment processor for your dealership.

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7 Steps to Improve Customer Satisfaction at Your Dealership Achieving high levels of customer satisfaction at a dealership can be challenging. Today’s consumers have high expectations and demand a seamless and enjoyable experience when purchasing or servicing a vehicle. Learn how can you improve the customer satisfaction levels at your dealership.

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What May Lie Ahead for Wholesale Automotive As our industry continues to evolve, solutions like these create opportunities to give buyers what they need, when they need it, to be successful in their businesses.

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5 Predicted Automotive Trends to Follow in 2023 Convenience, high-quality customer service, and brand trust are becoming just as important to consumers as affordability; and will need to be focused on in dealership marketing.

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NIADA applauds filing of REPAIR Act in House The legislation would ensure consumers have access to data relating to their motor vehicles, critical repair information, tools, and provide them choices for the maintenance, service and repair of their motor vehicles.

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Digital Merchandising Tools for Car Dealerships Digital merchandising for car dealerships provides an opportunity to use data analytics to better understand customer preferences and target them with tailored offers. Learn about some digital marketing tools that dealerships can use.

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2023 Advanced Issuing Agent Training Courses

John DeFilippo - Treasurer DeFilippo Bros. Motorcars, Prospect Park, PA john.m.defilippo@gmail.com Clint Weaver- Secretary America’s Auto Auction Harrisburg, Mechanicsburg, PA clint.weaver@americasautoauction.com Tom Hodges, Vice-President Tom Hodges Auto Sales, Hollywood, MD tom@tomhodgesauto.com Dan Limongelli, Vice-President Jo Dan Motors, Plains, PA jodanmotors@gmail.com Michael Mansour, Vice-President Car Connection, Inc., New Castle, PA mike@carconnection1.com Beth Melamed, Vice-President Ticket to Ride Auto, Lancaster, PA bmelamed@yourttr.com Tom Brandis • tombrandis@netscape.net Advantage Auto Sales & Credit, Quakertown, PA Lisa Cohowicz • lisac@nepautoauction.com North East Pennsylvania A/A, Scranton, PA Jeff Dreier • dreierauto@hotmail.com Dreier Auto Sales, Shavertown, PA April Hollobaugh • ajautosalestitusville@gmail.com A&J Auto Sales, Titusville, PA Kevin Luring • k.luring@yahoo.com ADESA PA, York, PA

DEPARTMENTS

James Makia • james@exclusivemotorcarsmd.com Exclusive Motorcars, Randallstown, MD

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Dan McNamee • dtlcars@aol.com Daniel Thomas Auto Sales, Croydon, PA

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Gregg Pachik • gregg.pachik@manheim.com Manheim Philadelphia, Hatfield, PA Kerri Rotunda • kerrir@corryade.com Corry Auto Dealers Exchange, Corry, PA

President’s Message Executive Director’s Message Legislative Update

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The CarLawyer© Auction Directory Order Form for Dealership Supplies (PA & MD)

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MIDATLANTIC INDEPENDENT AUTO DEALERS ASSOCIATION SPONSORS

George Smouse • gasmouse@zoominternet.net Smouse Trucks & Vans, Mt. Pleasant, PA Steve Worley • worleymotors@hotmail.com Worley Motors, Enola, PA WOULD YOU LIKE TO RECEIVE A DIGITAL EDITION OF THE MIDATLANTIC DEALER NEWS MAGAZINE? Email heather@piada.org

Copyright 2023 MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023 | 1

q PRESIDENT’S MESSAGE

BERT STRAUB, PRESIDENT MIDATLANTIC REGIONAL IADA MANAGER, 1ST CHOICE AUTO, LLC FAIRVIEW, PA Tax season is in full swing, and spring is approaching. I want to take this time to welcome Amanda Seiders as our new office manager. She started on March 1.

We have a lot of exciting things coming up. The Mid-Atlantic Independent Dealers Association will have a convention this year—more details to come!

The state of Pennsylvania has created a conundrum with our dealer plates and re-issuance. Please know that your state association is in front of this problem, and John D., our Executive Director, has been in front of PennDOT with very positive outcomes. As well as serving us as board members, Dan L., Noah M., and John D. serve on the Motor Vehicle Board for the Department of State. We are lucky to have them on our team.

This may not be the average president's letter. Still, we are making headway and moving forward with exciting news. We will be launching a CPO program exclusively for our members. I know that healthcare is also on the table, and we want to see how it would benefit our membership. As always, if you have questions or concerns, please feel free to reach out to me personally. n

THE MIDATLANTIC REGIONAL INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION CONFERENCE RETURNS

Martin named NIADA CEO The National Independent Automobile Dealers Association (NIADA) announced Jeff Martin as its new Chief Executive Officer today.

The NIADA Board of Directors selected Martin, the Executive Director of the Texas Independent Automobile Dealers Association, to lead the 75-year-old dealer driven association. Martin will be starting his new role March 20.

“Jeff is absolutely the right person to carry us forward,” said Scott Allen, President of the NIADA Board of Directors. “In our search for a CEO, we explored our options, and there was one particular person who checked all the boxes. Jeff has a servant’s heart, is full of integrity and has empathy for our community and industry.”

Martin has more than 20 years of experience working in the association industry, including serving as the executive director of TIADA since 2006. He’s helped TIADA grow its annual budget from $630,000 to more than $2 million and increased membership from 850 to nearly 1,300. Martin started his career as a field representative with the Association of Texas Professional Educators, rising to Director of Member Services and helping the association grow from 65,000 to 107,000 members.

“I could not be more excited to join NIADA,” Martin said. “There is a very talented, professional and dedicated group already at NIADA, and I can’t wait to be a part of that team. I look forward to working with the dealers, industry partners, staff and state executives to build the association they all deserve.”

Since mid-December, Melanie Wilson has served as NIADA’s interim CEO. She previously was the CFO for the association. “I want to applaud Melanie and the entire NIADA staff for their professionalism and focus during this interim,” Allen said. “I look forward to seeing what the NIADA team will accomplish moving forward.” n

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q EXECUTIVE DIRECTORS MESSAGE

JOHN ODORISIO EXECUTIVE DIRECTOR MIDATLANTIC REGIONAL IADA MidAtlantic IADA Members,

number of dealer plates they had requested last fall. We explained to PennDOT the reasons why dealers may ask for a specific number of plates, regardless of the number of salesman or vehicles they sell. To their credit, PennDOT listened and understood our concerns. They told us to have any member who didn't get their desired number of dealer plates complete the Justification Form ( enclosed ) again

When I became your Executive Director late last year, I pledged to " bring value " to you as our members.

Here are two examples from last week of the work we are doing for you, our members: 1. A PA dealer member notified us recently of a ' curb stoner ' selling vehicles in the front yard of a near by property with no dealer license.

Working with the Department of State, the ' curb stoner ' was shut down last week.

2. On Thursday, March 2 we met with PennDOT on behalf of our PA members who did not receive the

REMINDER

2023 Dealer Discount Book As a MidAtlantic IADA member, you will receive the 2023 Dealer Discount Book valued at over $20,000 worth of coupons with your membership.

Use your coupons at two or three participating auctions per year or sell service contracts for the participating warranty companies. You will more than get back your annual dues to MidAtlantic IADA. ——— 4 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023

and to specifically state the BUSINESS reasons for the additional plates.

The Justification Form should be completed and sent to PennDOT for review at: RA-PDDEALERSREISSUE@pa.gov Finally, if you haven't heard we are resuming our annual convention this year! The site will be Caesars Atlantic City, September 2426. More details to follow soon. n

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q LEGISLATIVE UPDATE

The Importance of Grassroots Advocacy

By Tyler Burke, Associate, Milliron & Goodman Government Relations On January 3, 2023, the Pennsylvania General Assembly began a new two-year legislative session. Over the course of the next two years, they will consider multiple pieces of legislation that could have a significant impact –positive or negative– on the Pennsylvania Independent Automobile Dealers association (PIADA). Whether you’re supporting or opposing a bill or regulation, grassroots advocacy is now more important than ever, as we most recently saw with the issue of dealer reissuance program by the Pennsylvania Department of Transportation (PennDOT).

before addressing industry-related issues affecting your community.

Once upon a time, it was not out of the ordinary for incumbents to serve twenty or thirty plus years. Long-serving veteran members were often valued not only for their experience and expertise on issues, but also as legislative champions. However, politics, retirements and frustration with the legislative process have paved the way for an influx of new members. In 2023, we are experiencing unprecedented turnover in the General Assembly with at least 54 new state legislators elected in the 207th Legislative session of the General Assembly.

10 Tips on Effective Grassroots Advocacy 1. Before contacting your legislators, do a little homework. Research their biography, committee assignments, cosponsor memos and legislation sponsored. This will offer some insight into their legislative interests. You might also discover that you attended the same school or have a hobby in common. The Pennsylvania General Assembly website is a great place to start.

2. If you do not know or have never met your legislators, you should attempt to make your first meeting a friendly, get-acquainted occasion. This could be as simple as introducing yourself as a constituent at a town hall meeting or local event. Follow-up by scheduling a personal meeting in their office or a virtual meeting through ZOOM or TEAMS. 3. Take advantage of additional opportunities to connect with your legislators – whether inviting your legislators to attend an open house, an award ceremony, or a promotional event. Likewise, opportunities might arise through involvement with professional organizations, civic or charitable organizations, or political parties.

4. The hometown connection is essential to getting a legislator’s attention, so always identify yourself as a constituent – where

With every freshman class, challenges lie ahead. There is a learning curve, a new set of priorities, and competing interests.

Without outspoken advocates, issues can quickly get lost in the thousands of bills introduced each legislative session.

Elected officials want to hear from their constituents – the people who elected them and can re-elect them. Building strong, personal relationships with legislators and their staff is one of the most important, yet overlooked, aspects of working in the automotive business.

In the short-term, you are putting a face on an issue that allows legislators to connect beyond the facts and figures. In the longterm, you are developing legislative champions who will seek your advice

We strongly encourage you to get to know your legislators – whether it’s coffee to introduce yourself, a meeting (in-person or virtual) to discuss an issue or inviting your legislator on a tour of your facility. All are examples of community and grassroots advocacy and effective ways to build relationships with your legislators.

Finally, we’d like to share a few grassroots tips we’ve learned along the way:

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you live and how you are connected to the community.

5. You are the expert on your issue and knowing what your business or community needs. You are meeting with the legislator as a constituent. You do not have to be an expert in the legislative or regulatory process.

6. If discussing an issue, be brief, clear, and accurate. Telling your story by sharing your experiences, struggles and solutions is the most persuasive message.

Allow the legislator to offer his or her view on the issue and ask questions. If the legislator asks questions that you cannot answer, be honest and provide the requested information later.

7. Your legislator may not always agree with your position. Be persistent, but not argumentative. Provide points supporting your issue. Ask thought provoking questions that will encourage him or her to contemplate your position.

Keep in mind that a legislator who opposes you on an issue today may become a valued ally on a different issue tomorrow.

8. Get to know your legislator’s staff. They usually have more time to devote to your issues and have more time to learn the details of an issue before briefing their legislator.

9. Always express appreciation. Follow-up with a thank you letter or e-mail that briefly restates your main points and includes any information you offered to provide.

10. Once acquainted with your legislators, it is important to maintain an ongoing relationship. Stay informed about your legislator’s activities by subscribing to his or her newsletter via their state website. Attend and participate in town hall meetings. Invite your legislators to your dealership to meet with your colleagues. n

F E AT U R E

How to Choose the Best Payment Processor for Your Dealership

By Mike Freeney, Regional Manager for Electronic Merchant Systems The pressures that independent car dealerships are under in 2023 can sometimes feel daunting. The industry has dealt with a pandemic, dwindling inventory, and higher prices in the last few years. With these challenges, however, has come innovation. Even as buyers are more open than ever to the idea of internet transactions for large purchases, they will still interact with car dealerships often.

This is where your payment processing comes into play. It is crucial to find a partner that understands your needs and can effectively communicate their benefits. In this article, we’ll look at a few considerations when choosing a payment processor for your dealership.

POINT OF SALE RELIABILITY Because dealerships offer a unique set of payment processing challenges, finding the proper point-of-sale hardware can take time and effort. Any system you choose will need to handle large purchases and recurring payments. Simplicity is paramount whether payments are made over the phone, online through email invoices, or in person. A quick and feature-packed system will foster customer loyalty and make payments easier for your staff.

MOBILE PAYMENTS Mobile payments should be a consideration when choosing a processing partner. Remove an extra barrier and allow customers to pay on the lot with a mobile card reader. Just use your phone and accept card payments faster than ever.

When you meet more payment needs, you bring in more customers looking for flexibility in their payment options.

VIRTUAL TERMINAL The used car business is changing rapidly, and it is more important than ever to meet your customers where they are.

A virtual terminal is an interface built into a payment gateway that will allow you to take payments through any webconnected device. This secure solution will handle recurring payments efficiently and help you set up an automatic billing schedule at the time of purchase to make the payment process a breeze for your customers. It is also crucial to look for security in a processing partner. Your buyers are making a massive purchasing decision, and alleviating security worries will create loyal customers.

FEES AND RATES Every dealership wants to avoid high processing fees. Profits are already slimming, and the last thing you need is a card processor wiping out your gains.

When comparing processors, there are several fees to consider. Chargeback fees, setup costs, and monthly fees are a few that you’ll need to add up for each processor to get a clear picture of your monthly cost.

Negotiating and researching the best rates will ensure you make as much money as possible while letting your processor work in the background. Receiving the lowest rates is vital when handling large transactions. Unfortunately, some payment processors are less scalable, and fees add up quickly. Requesting a rate review can guarantee low rates for your dealership and peace of mind for your customers, who won’t have exorbitant costs added to their transactions. This will allow you to view your current rate side by side with the rate being offered by any

potential processor and make a decision with ease.

Determine which pricing model works best for your dealership. Using an interchange-plus pricing model, you will pay the interchange rate required for each transaction plus a markup for other fees.

A flat-rate pricing model gives one rate for each transaction type, covering all services and fees. The best pricing model for you greatly depends on the transaction types you accept most frequently.

CUSTOMER SERVICE You don’t have time to deal with payment processing issues. Time is money, and even a few hours without service could be costly. Your payment processor should be available 24/7/365 with no exceptions.

Having a team dedicated to your wellbeing at all hours will give you peace of mind when driving over road bumps.

Compare Google Reviews of various processors to verify that their team is knowledgeable and always available over the phone to help your dealership. n Mike Freeney is a Regional Manager for Electronic Merchant Systems. EMS has over 30 years of merchant services experience and is the largest independently owned credit card processing company in North America. We are proud to be a PIADA partner and provide top-tier payment processing to used car dealerships in the Pennsylvania area.

MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023 | 7

INDUSTRY INSIGHT

7 Steps to Improve Customer Satisfaction at Your Dealership

By Bill Springer, DriveSure

Achieving high levels of customer satisfaction at a dealership can be challenging. Today’s consumers have high expectations and demand a seamless and enjoyable experience when purchasing or servicing a vehicle. And unhappy customers are more likely to spread negative word-ofmouth, leading to a decrease in business and overall profitability.

Higher customer satisfaction helps boost retention, and boosting retention by only 5% can increase your profits by up to 95%.

So, how can you improve the customer satisfaction levels at your dealership?

1

Introduce a hybrid sales + F&I staff model A Hybrid Sales/F&I Staff Model involves training sales staff to handle both sales and finance and insurance (F&I) responsibilities.

This can help lift customer satisfaction by reducing the number of hand-offs and allowing customers to discuss F&I products at the beginning of the process, rather than being passed from person to person (which happens with the typical sales-to-F&I hand-off).

In fact, a Honda dealership in Anchorage found that implementing a hybrid role led to a 90 percent drop in chargebacks

(the money a dealership must repay when customers refinance loans or cancel F&I products).

2

Adopt customer satisfaction roadmaps or checklists One way to improve customer satisfaction is to create a customer experience roadmap that focuses on customer satisfaction and care, rather than just sales volume.

Salespeople can use a checklist to ensure a smooth delivery, with items like showing the customer all key tech features or ensuring the BEV or hybrid vehicles are charged when they leave the lot. These can be VIN-specific lists that change depending on the vehicle.

Have the customer sign off on the list to confirm everything has been covered.

Some dealerships use tablets to make this whole process easier.

3

Improve the waiting experience Many dealerships have an uncomfortable waiting experience, whether it’s in the showroom or the service department. This can lead to agitated and unhappy customers, lowering their overall satisfaction with the dealership.

When customers are unhappy with their waiting experience, they may feel frustrated or even resentful towards the dealership,

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leading to negative word-of-mouth and a decrease in customer loyalty.

To improve customer satisfaction, dealerships can focus on three main areas: • A more comfortable waiting experience Find ways to make the waiting experience more comfortable, such as offering better entertainment, food and beverages, more comfortable chairs, or other amenities.

• Eliminating the wait Another option is to eliminate waiting entirely by offering to pick up or drop off customers when they come in for service. Rideshare is becoming increasingly popular as a dealership amenity, as well.

• Better communication and managing expectations You can also reduce some of their frustration by communicating expectations as early as possible in the process and being as accurate as possible when telling them how long they can expect to wait.

Great communication is about building relationships with your customers beyond the sales relationship. If something changes, explain why and let them know how it affects their wait time. You may need to take steps to right the situation if the wait time is getting unrealistic (such as with a discount).

INDUSTRY INSIGHT Speaking of communication…

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Improve your communication channels with customers Great communication is the low hanging fruit of customer satisfaction. Effective communication with customers is key for building long-term relationships and boosting retention at your dealership.

Here are a few channels to consider improving or adding: • Direct mail: personalized direct mail pieces can remind customers about upcoming service appointments or offer special deals.

• Text messages: the majority of customers prefer to receive updates about their service via text message.

• Email reminders: sending personalized emails to customers can congratulate them on their new car purchase or provide helpful tips and information, building the relationship beyond promoting services.

• Clear website: a well-organized and informative website can make it easy for customers to find information about services, creating a positive experience.

• In-person communication: ensure that sales and service teams have clear communication processes in place, including follow-up phone calls and thank you notes.

• Post-sale communication in particular is important, as it’s often overlooked as a moment for improving satisfaction.

5

Improve the post-sale or post-service experience While upselling is important for revenue, make sure it doesn’t come before providing quality service to customers. After a customer has purchased a car or received service at your dealership, continue to improve the process by providing a positive post-sale or post-service experience.

Some ways to do this include: • Sending a personalized thank you after their purchase • Showing them how to set up an appointment for future services • Scheduling their first service

appointment at the time of vehicle delivery • Giving customers a specific contact in your service department • For post-service, have your service advisors explain the work that was done, why it was necessary, and what they might recommend during the next visit.

The post-sale and post-service interactions are pivotal retention moments that shouldn’t be treated lightly.

6

Create a customer feedback loop Creating a customer feedback loop is an important step in continually gathering insights and improving the overall customer experience at your dealership.

This can be done through surveys or casual conversations with customers, but it’s important to remember to respond and take meaningful action based on the feedback received.

Without a response or action, the feedback loop fails to be effective. By constantly receiving and responding to customer feedback, your dealership can keep its finger on the pulse of your customer base and make ongoing improvements to the customer experience.

7

Provide unique, value-added incentives One of the quickest ways to boost customer satisfaction is by offering new amenities and incentives that show you understand their needs and expectations. A single amenity may not win over hordes of new customers but continuing to offer new and unique benefits can help establish longterm relationships with existing customers and keep them coming back.

One way to do this is by using a service like DriveSure, which empowers new-car dealerships to provide a suite of renewable benefits with every qualifying service visit. These benefits (like dealer-loyal roadside assistance, and road hazard tire protection) set your dealership apart from the competition and give your customers a compelling reason to return to you more often for service. n

Depreciation of used vehicles continues to slow.

According to BlackBook’s weekly market insight, wholesale prices had their lowest overall depreciation since the end of June 2022 in early February.

“The reduction in weekly depreciation that started a couple of weeks ago continued again last week,” said the latest BlackBook release.

The overall market was down 0.25 percent from the previous week. Used cars were down $46 downs or 0.30 percent. Used trucks and SUVs were down $48 or 0.23 percent.

Two classes of vehicles — sporty cars ($44) and compact crossover SUVs ($21) — gained in values.

The BlackBook retail price index stayed at 0.98 of the start of the year price for the second straight week. The index is based on approximately two million 2-6-year-old vehicles listed for sale on U.S. dealer lots.

Retail inventory remains down from the start of the year at 99 percent. Vehicles are taking 50 days to turn, the same as the previous week. It is four days longer than the first week of the year.

BlackBook also this week released its used vehicle retention index for January, which was down nearly 2 points from December at 167.7. The index provides a view of the used vehicle wholesale market, measuring the trend in percent retention from original MSRP of a typical4-year old vehicle in the market.

The index was down 14.8 percent from last January, when the index reached its all-time high of 197. n

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What May Lie Ahead for Wholesale Automotive

By Grace Huang, Cox Automotive The new year is always an exciting time to reflect on the past and look ahead with optimism to a fresh start full of opportunities.

more informed purchase decisions. We are also seeing a rise in dealers using alternative channels to source vehicles beyond physical auctions.

For the automotive industry, 2022 was another turbulent year. In the wholesale space, it included tight used vehicle supplies and unprecedented declines in used vehicle values. In fact, the Manheim Used Vehicle Value Index ended the year down 14.9%, the largest one-year decline in the series’ history.

And yet, as these types of digital transactions continue to climb, they will never truly replace the physical in-lane experience. That is why Manheim is focusing on solutions to deliver a digital buying experience that is as good as seeing it in person, including technology that leverages artificial intelligence (AI) and machine learning capabilities.

The good news is that while the last three years have been challenging, all indicators point to it reaching equilibrium in the second half of 2023.

Notably, we are also seeing digital-only retailers purchasing auction facilities, a move that reinforces the importance of physical auto auctions despite the acceleration of digital transactions. As evidence, a large majority of our dealers continue to prefer digital channels to conduct business with 75% of vehicle purchases being made by digital buyers. Having both a digital and a physical presence is going to be vital for delivering the type of experiences dealers will require in the future.

The growing digital adoption was accompanied by other marketplace changes last year, such as the convergence of wholesale and retail, the demand for more accurate vehicle information, the need for integrated data to make better decisions, and the importance of having highly efficient transportation logistics. Here are three key areas I believe offer the greatest opportunity for the wholesale industry to prepare for what lies ahead.

1. VEHICLE INFORMATION As digital buying accelerates, dealers are requiring more vehicle information than ever before. This includes enhanced online images that allow them to zoom in on key details such as dents and scratches to make

For instance, AI-driven fixed imaging tunnels can take high-res images of a vehicles while it’s in motion. Not only does it capture still images from the video, but it also understands the vehicle in three dimensions to assess its condition using AI. In addition, undercarriage imaging technology can give dealers a more comprehensive view of the vehicle to increase their confidence and trust when buying online.

Our industry also needs to prepare for a growing EV market with Cox Automotive data projecting new EV sales in 2023 will exceed 1 million units. Facility and process improvements are a must for sharing battery health information and charging performance data with buyers. And with the battery pack representing up to 40% of the cost of an EV today, having battery diagnostic technology and expertise is critical to properly servicing EVs and accurately assessing their value.

2. ACTIONABLE DATA FOR DECISION MAKING We all know the business adage: Data rules!

And, while more information is always better, I believe it is also important to give buyers actionable data and solutions to help them make more informed decisions across their wholesale and retail operations.

What does this look like? It means helping

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dealers source inventory more effectively, enabling the ability to search across nearly every wholesale marketplace all in one place. And by equipping them with critical insights, they can efficiently determine each vehicle’s value in their local market.

In a variable market, dealers need solutions driven by data science that allow them to maximize the profit potential of each individual vehicle.

3. TRANSPORTATION AND LOGISTICS Transportation and logistics have become increasingly important in the wholesale marketplace as dealers continue to embrace digital buying, with more vehicles being sold offsite from physical auctions. This move significantly impacts the historic supply chain that was set up to bring cars in and out of auctions in bulk.

Creating a seamless supply chain management system can improve overall delivery time (SLAs), enrich business intelligence and analytics, drive cost effectiveness and minimize the impact of external forces, such as fuel and inflation.

This approach will also help dealers prepare for the future of online selling, where consumer deliveries will become more commonplace. All of these supply chain capabilities will give dealers a competitive advantage by simplifying their worlds and allowing them to focus on selling vehicles.

As our industry continues to evolve, solutions like these create opportunities to give buyers what they need, when they need it, to be successful in their businesses. n Grace Huang is president of the Inventory Solutions business unit at Cox Automotive.

Last month, she joined Cox Automotive chief economist Jonathan Smoke on his Q4 Manheim Used Vehicle Value Index Call to discuss what lies ahead for the wholesale automotive market in 2023 and how Manheim and Inventory Solutions are preparing for that future.

5 Predicted Automotive Trends to Follow in 2023

By RevolutionParts.com USED CAR SALES WILL RISE AND PRICES WILL LOWER Disruptions in the supply chain have been causing havoc for dealers the past year, leading to a shortage of new vehicles and a price hike for new and used cars.

Fortunately for car buyers, the price of vehicles is expected to come down in 2023, and sales are expected to rise. According to J.P. Morgan, the prices of new vehicles are expected to drop by 2.5% to 5%, and used vehicles are expected to drop by 10% to 20%.

This price drop will lead to a rise in used cars on the road, which typically requires more repairs and maintenance than new vehicles, which means more revenue opportunities for the parts department and service lane.

PARTS SUPPLY CHAIN ISSUES WILL CONTINUE Supply chain issues that began in 2020 due to the pandemic are likely to continue into 2023. In fact, many believe that supply chain interruptions won’t plateau until 2025. This is especially true for auto parts.

As manufacturers continue to push out new vehicles and accompanying technology, older parts will be harder to come by.

While this wouldn’t be a problem in a high new-car buying market, in today’s market, where most vehicle owners are choosing to keep older vehicles for longer, it’s a sizable challenge for parts departments. Older auto

parts in scarce quantities may see increases in price.

EV SALES WILL CONTINUE TO RISE The number of electric vehicles and hybrid models in the market is expected to increase. This increase may significantly impact the profitability of the parts department. Electric vehicles require less maintenance as they require fewer parts to operate, meaning less business for fixed ops. To combat this, dealers will need to change their strategies to take advantage of this change. Dealers should find ways to sell more ICE parts, service more used cars, and cater to EV owners.

CROWD-SOURCED DELIVERY WILL RISE IN POPULARITY Consumers looking for parts are searching for websites and platforms that can quickly deliver parts to their doors sameday. Since the pandemic, crowd-sourcing apps and similar platforms have become consumers’ most popular way to shop.

Parts departments should be looking to take advantage of these types of services.

Partnering with companies like Lyft, DoorDash, and so on can help parts departments maintain a competitive edge in their local market. RevolutionParts makes partnering with crowd-sourced drivers to make local deliveries easier. Whether you

need to deliver a part to a retail or wholesale customer or pick up a part for your service lane, our Local Delivery will help you get your parts where they need to go, with an average delivery time of just under an hour.

PRICE-FOCUSED MARKETING WILL LOSE ITS IMPACT Consumers are becoming increasingly well-informed when making online purchases. They’re comparing multiple elements to find the best products that fit their needs. Auto parts are no exception.

While the crux of automotive marketing (and parts marketing) has been focused on getting parts at a great price, price-focused marketing may be starting to lose its impact on online consumers.

Consumers today are still interested in getting a good deal, but their values are becoming more aligned with a quality buying experience overall. This includes things like the quality of the product, quality of the service, and delivery convenience.

Parts departments (and dealerships as a whole) will need to rethink their marketing strategies to focus less on price and more on value. Convenience, high-quality customer service, and brand trust are becoming just as important to consumers as affordability; and will need to be focused on in dealership marketing. n

MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023 | 11

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The CARLAWYER

©

By Eric Johnson, Partner in the law firm of Hudson Cook, LLP, Editor in Chief of CounselorLibrary.com’s Spot Delivery®

Here’s our monthly article on selected legal developments we think might interest the auto sales, finance, and leasing world.

This month, the developments involve the Federal Trade Commission and Consumer Financial Protection Bureau. As usual, our article features the “Case(s) of the Month” and our “Compliance Tip.” Note that this column does not offer legal advice.

Always check with your lawyer to learn how what we report might apply to you or if you have questions.

FEDERAL DEVELOPMENTS On February 9, the Federal Trade Commission provided its annual letter to the Consumer Financial Protection Bureau summarizing the Commission's enforcement actions, research and policy initiatives, and education efforts in 2022 related to the Equal Credit Opportunity Act. On February 14, the Consumer Financial Protection Bureau released a report examining debt collection tradelines on consumer credit reports from 2018 to 2022.

On February 23, the Consumer Financial Protection Bureau announced in a blog post that it issued "market-monitoring" orders to nine large auto financing companies requiring that they submit certain data about their auto financing portfolios.

The Bureau's sample letter sent with each order states: "Information provided in response to the Order is intended to be used for monitoring the risks to consumers in the offering or provision of consumer financial products or services, including developments in markets for such products or services, although the Bureau reserves the right to use and share internally the information for any purpose permitted by law."

On February 23, the Consumer Financial Protection Bureau announced that it issued a consent order against title lending company TMX Finance LLC, otherwise known as TitleMax. The consent order alleged that, between October 2016 and September 2021, the company made at least 2,670 auto title loans to covered borrowers that exceeded the Military Lending Act's 36% rate cap. The Bureau also alleged that the loans included mandatory arbitration clauses and notice provisions prohibited by the MLA. According to the Bureau, the company also withheld information about military families' rights under the MLA and changed borrowers' personally identifiable information so they would not be identified as servicemembers or covered dependents in the MLA database maintained by the Department of Defense. In addition, the Bureau alleged that the company violated the Consumer Financial Protection Act by unfairly charging borrowers nonfile insurance fees when the product provided no coverage or benefit. Finally, the Bureau alleged that the company violated the Truth in Lending Act and the CFPA by failing to properly disclose non-file-insurance fees as part of the finance charge and APR on certain loans.

In its press release, the Bureau labeled the company a "repeat offender" because the company had been subject to a 2016 consent order, although the Bureau did not allege that the company violated this

14 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023

prior order. The company did not admit or deny these allegations, but it agreed to the entry of a 5-year consent decree that includes a $10 million penalty, a $5.05 million redress plan, and requirements to implement and maintain robust controls to ensure future compliance.

Case(s) of the Month Dealership Liable for Violating Maryland Consumer Protection Act and Breaching Implied Warranty of Merchantability by Mispresenting that Vehicle Had Been Reconditioned: An individual bought a used minivan from a dealership. Incorporated into the purchase price of the minivan was a "reconditioning fee." Before the purchase, the buyer noticed animal hair and an odor inside the minivan and notified the dealership. The dealership represented before the purchase that it could completely remove the odor in the minivan. After the sale, the dealership could not remove the odor. The buyer then took the minivan to an independent detail shop, which found a mouse infestation in the minivan but could not remove the odor. The buyer then hired a biohazard cleaning company to remove the odor, but it was unsuccessful as well.

The buyer later traded in the minivan for a used vehicle at another dealership. The buyer sued the dealership for violating the Maryland Consumer Protection Act and for breach of the implied warranty of merchantability, among other claims.

The trial court found in favor of the buyer and awarded her damages and attorneys' fees and costs. The Appellate Court of Maryland affirmed. First, the appellate court concluded that the trial court did not err in finding a violation of the MCPA. The dealership argued that there could be no MCPA violation because its promise to eliminate the odor from the minivan was not a misrepresentation but merely a promise to do something in the future. The appellate court disagreed,

stating that "[t]he misrepresentation that the trial court found was not about [the dealership's] promise to remove the minivan's odor in the future. Rather, [the dealership's] misrepresentation was that the minivan had been 'reconditioned,' a representation [the dealership] made when it 'incorporated' a $1,295.00 'reconditioning fee' into the sales price. Even if 'reconditioning' meant only a 'thorough cleaning,' [the buyer] saw animal hair in the vehicle at the dealership, an observation that led the trial court to conclude that the minivan had not been 'thoroughly cleaned' prior to sale."

The appellate court rejected the dealership's argument that the buyer did not rely on the misrepresentation because she bought the minivan knowing of the odor. The evidence showed that "while [the buyer] knew about the odor before purchasing the minivan, it was [the dealership's] misrepresentation that it could 'completely remove' the odor that 'substantially induced' [the buyer] to make the purchase." Next, the appellate court concluded that the trial court did not err in finding a breach of the minivan's implied warranty of merchantability. The appellate court found that the dealership was not entitled to a second chance to remediate the minivan's odor. According to the appellate court, when the buyer accepted the minivan, it was a nonconforming good for which she expected a cure within a reasonable amount of time.

The trial court concluded that the dealership's one opportunity to cure was reasonable based on the totality of the circumstances, and the appellate court agreed. See Rich Morton's Glen Burnie Lincoln Mercury v. Williams-Moore, 2023 Md. App. LEXIS 36 (Md. App. January 12, 2023).

to provide that service. By including a reconditioning fee into the sales price, the dealership made a representation that the minivan had been “reconditioned.”

Even if the “reconditioning” meant only a “thorough cleaning,” the buyer in this case reportedly saw animal hair in the vehicle at the dealership, an observation that led the trial court to conclude that the minivan had not been 'thoroughly cleaned' prior to sale." It’s time to take a long hard look at the fees and charges you assess consumers at the time of sale to ensure that the services you’re charging are actually provided to the consumer (and provide value).

Eric (ejohnson@hudco.com) is a Partner in the law firm of Hudson Cook, LLP, Editor in Chief of CounselorLibrary.com’s Spot Delivery®, a monthly legal newsletter for auto dealers and a contributing author to the F&I Legal Desk Book. For information, visit www.counselorlibrary. com. ©CounselorLibrary.com 2023, all rights reserved. Single publication rights only to the Association. HC# 4888-38000211.

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COMPLIANCE TIP Our Case of the Month is an interesting one; not from the Seinfeld-like odor that won’t go away, but from the aspect of ensuring that if you’re charging the consumer a fee for a service you provide that you confirm you’re able

So, there’s this month’s roundup! Stay legal, and we’ll see you next month. n

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AUCTION DIRECTORY PENNSYLVANIA ADESA MERCER 758 Franklin Road, Mercer, PA 16137 724.662.4500 / Fax: 724.662.8716 Friday 9:00 AM Office M-W: 9-4:00; TH: 9-5:00; F: 8-5:00 adesa.com ADESA PA I-83 Ex. 28 (Old Ex. 12), 30 Industrial Rd. York, PA 17406 717.266.6611 / Fax: 717.266.7650 Wednesdays 9:00 AM; INOPS 8:30 AM Specialty Sale every 4th Wed 8:30 AM adesa.com ADESA PITTSBURGH 378 Hunker Waltz Mill Rd. New Stanton, PA 15672 724.925.4700 / Fax: 724.925.4701 Tuesday 9:00 AM pittautoauction.com AMERICA'S AA - HARRISBURG 1100 S. York St., Mechanicsburg, PA 17055 717.697.2222 / Fax: 717.697.2234 Thursday 8:45 AM harrisburgautoauction.com AMERICA’S AA - LANCASTER 1040 Commercial Ave., P.O. Box 406 East Petersburg, PA 17520 717.569.5220 / Fax: 717.569.3109 Wednesday 9:00 AM; INOPS 8:30 AM americasautoauction.com AMERICA’S AA - PITTSBURGH 55 E. Buffalo Church Rd. Washington, PA 15301 724.225.1777 / Fax: 724.225.7223 Thursday 12:30 PM americasautoauction.com AMERICAN AUTO AUCTION ERIE P.O. Box 317, 12141 Route 6 West Corry, PA 16407 814.664.7721 / Fax: 814.664.7724 Thursday 10:00 AM 3 Lanes Dealer Consign, Fleet/Lease corryade.com BLOOMSBURG AUTO AUCTION 25 Ridge Road, Bloomsburg, PA 17815 570.784.2306 Wednesday 10:00 AM bloomaa.com

CENTRAL PENNSYLVANIA AA Exit 178 of I-80, Lock Haven, PA 17745 800.248.8026 / Fax: 570.726.7841 Thursday 9:45 AM Office: MTF 8-5:30 W-Th 8-6:00 cpaautoauction.com GARDEN SPOT AUTO AUCTION Robert Rd. & Apple St., Ephrata, PA 17522 717.738.7900 / Fax: 717.738.7930 Tuesday 10:00 AM gardenspotautoauction.com GREATER ERIE AUTO AUCTION 7700 Avonia Road, (Exit 16 of I-90 & PA Route 98) Fairview, PA 16415-0916 814.474.3900 / 877.474.GEAA Fax: 814.474.4969 Tuesday 1:45 PM greater-erie.com LEHIGH VALLEY AUTO AUCTION 3880 Lehigh St., Whitehall, PA 18052 610.435.5554 / Fax: 610.435.5557 Wednesday 5:00 PM lehighvalleyautoauction.com MANHEIM KEYSTONE 488 Firehouse Road, Grantville PA 17028 717.469.7900 / Fax: 717.469.2842 Every Monday 11:00 AM manheim.com MANHEIM PENNSYLVANIA 1190 Lancaster Rd., Manheim, PA 17545 717.665.3571 / Fax: 717.665.9265 Exotic Highline Sales every other Thursday - 9:00 AM Every Friday Sale 8:30 AM manheim.com MANHEIM PHILADELPHIA 2280 Bethlehem Pike, Hatfield, PA 19440 215.822.1935 / Fax: 215.822.8140 Tuesday 9:30 AM TRA Sale - Tuesday 12:30 PM Office: M-Th 8:30-5:00; F 8:30-1:00 manheim.com MANHEIM PITTSBURGH AA 21095 Route 19, Cranberry Twp., PA 16066 724.452.5555 / Fax: 724.452.1310 Wednesday 9:00 AM manheim.com

CAPITAL AUTO AUCTION 5135 Bleigh Ave., Philadelphia, PA 19136 215.332.2515 Monday thru Friday 9:00 AM - 4:30 PM capitalautoauction.com 16 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023

NORTH EAST PENNSYLVANIA AA 860 N. Keyser Ave., Scranton, PA 18504 570.207.CARS / Fax: 570.207.1860 Tuesday 10:00 AM nepautoauction.com PERRYOPOLIS AUTO AUCTION Route 51 S. Perryopolis, PA 15473 724.736.4445/ Fax: 724.736.0466 Friday 9:45 AM perryautoauction.com MARYLAND BSC AMERICA/BEL AIR AUTO AUCTION P.O. Box 200, 4805 Philadelphia Rd. Belcamp, MD 21017 410.879.7950 / Fax: 410.893.1515 Thursday 8:30 AM at Clayton Station Thursday 8:00 AM at Bel Air in Belcamp bscamerica.com MANHEIM BALTIMORE-WASHINGTON 7120 Dorsey Run Rd., Elkridge, MD 21075 410.796.8899 / Fax: 410.799.0512 Tuesday Sale, 9:30 AM Tuesday Frontline Sale, 9:00 AM TRA/Salvage, 1:00 PM manheim.com NEW YORK STATE LINE AUTO AUCTION 830 Talmadge Hill Rd. S. Waverly, NY 14892 607.565.8151 / Fax: 607.565.3915 Ally Financial Open Sale –EVERY FRIDAY, 9:20 AM GM Financial Open Bi-weekly.

Simulcast in all lanes. statelineauto.com WEST VIRGINIA MOUNTAIN STATE AUTO AUCTION Route 2, Box 835, Shinnston, WV 26431 304.592.5300 / Fax: 304.592.3510 Monday 10:30 AM Office: 9:00-5:00 mtstateaa.com PUBLIC AUCTIONS CAPITAL AUTO AUCTION 5135 Bleigh Ave., Philadelphia, PA 19136 215.332.2515 / Fax: 215.332.2534 capitalautoauction.com CAPITAL AUTO AUCTION 5001 Beech Rd, Temple Hills, MD 20748 301.316.4980 / Fax: 301.316.4982 capitalautoauction.com

MidAtlanticDealerNews-APR2023-NEW2-PRINT.pdf

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2:13 PM

NIADA HIGHLIGHT

NIADA applauds filing of REPAIR Act in House C

M

Y

CM

MY

CY The National Independent Automobile Dealers Association (NIADA) applauds CMY Congressman Neal Dunn (R-FL-2), for reintroducing the REPAIR Act. K The legislation would ensure consumers have access to data relating to their motor vehicles, critical repair information, tools, and provide them choices for the maintenance, service and repair of their motor vehicles.

This legislation was introduced with bipartisan support with Congressmen Brendan Boyle (D-PA-2), Warren Davidson (R-OH-8) and Marie Gluesenkamp Perez (D-WA-3), as original cosponsors.

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Jessica Barton, Title Call Center (717) 238-9002 | jessica@piada.org

| Maryland | nia D va lantic Reg

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Barbara Stake, Online Registration (717) 238-9002 x27 | barb@piada.org

Amanda Seiders, Office Manager (717) 238-9002 | amanda@piada.org

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er

ob

Cynthia Slemons, Membership Specialist (717) 238-9002 x16 | cynthia@piada.org

Heather Levesque, Accounting (717) 238-9002 | heather@piada.org

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Nicole Autry, Dealer Set-Up Unit (717) 317-1966 | nicole@piada.org

Tammy Farmer, Receptionist (717) 238-9002 x10 receptionist@piada.org

id

John Odorisio, Executive Director (717) 317-3098 | john@piada.org

Ind

NIADA will continue to work with the offices of Dunn, Boyle, Davidson and Perez offices to educate their colleagues on the importance of this legislation. Read about the legislation at congress.gov/bill/118thcongress/house-bill/906/cosponsors. n

GET TO KNOW YOUR MID-ATLANTIC STAFF

Pen ns y M l

“With 70 percent of auto repairs made at independent auto shops, not having access to critical data needed to make repairs puts independent auto dealers at a competitive disadvantage,” said Melanie Wilson, Interim CEO of NIADA. “The REPAIR Act is critical to ensuring that there is an even playing field between large dealerships and independent dealerships and consumers can chose where they can have their car, truck or SUV repaired. NIADA looks forward to working with Congress to moving this legislation forward.”

ent A uto

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MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023 | 17

Digital Merchandising Tools for Car Dealerships

By Sean Toussi, Glo3D.com Digital merchandising is the process of leveraging technology to promote and sell products/services online. For car dealerships, it means the use of digital tools and strategies to promote and sell their cars. This includes using digital marketing techniques such as search engine optimization, pay-per-click advertising, and social media marketing to drive traffic to the dealership’s website. It also involves creating engaging content such as videos, blog posts, and interactive tools to engage potential customers. Additionally, digital merchandising for car dealerships provides an opportunity to use data analytics to better understand customer preferences and target them with tailored offers. Here are some digital marketing tools that dealerships can use: AUTOMATED INVENTORY MANAGEMENT SYSTEM An Automated Inventory Management System for car dealerships helps streamline the process of tracking and managing vehicle inventory. It can provide real-time data on the number of vehicles in stock, their locations, and their condition, as well as information on the sales history of each vehicle, including the date of sale, the customer’s name, and the price. The system can also be used to track maintenance and repair records, as well as customer service records, and provide detailed information about each car, including its make, model, year, color, engine size, and more. This information helps dealers make informed decisions about pricing and inventory management, as well as reports on sales trends, customer preferences, and other data.

VDPS AND ONLINE SHOWROOM Vehicle Display Pages (VDPs) are the most essential element of a digital dealership.

To ensure customers are engaged with all the vehicles, dealers should use highquality images and videos. Incorporating 360 photos with embedded information

like hotspots can increase engagement by 30%, which cannot be done with 2D or low-quality images. It is also important to optimize the online showrooms for mobile since a majority of people use their smartphones and tablets to browse the web.

Online showrooms for car dealerships enable customers to browse and purchase vehicles from the comfort of their own homes. Car buyers can search for vehicles based on their desired make, model, and year, as well as other criteria such as price, mileage, and features. Once a customer has found the vehicle they are interested in, they can view detailed 360 photos, video tours, and descriptions of the vehicle with the touch of a button. They can also request a test drive or schedule an appointment.

Also, they can apply for financing, get a trade-in appraisal, and purchase accessories and parts. This takes the effort out of the car buying process and can result in more qualified leads for sales.

DIGITAL ADVERTISING With the benefit of digital advertising, car dealerships can target potential customers through various digital channels such as search engine marketing, display advertising, social media, email marketing, and more. For example, Search Engine Optimization (SEO) enables car dealerships to appear higher in search engine rankings and makes them more visible to a larger audience, more qualified leads, and potential customers. By creating more

18 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023

engaging content and building relationships with customers on social media, car dealers increase brand awareness, customer engagement, and provide an easy way to showcase their inventory. According to the Capgemini survey, 90% of consumers, who use social media for research when shopping for a new car, say it has had an influence on their final decision. This is especially true for Facebook, making it a great marketing channel for car dealerships to engage new customers and re-engage existing ones. Social media is thus having a direct impact on the car-buying process.

Dealers using digital advertising, in general, will target customers who are actively searching for new cars, or who have expressed an interest in car-related topics.

Besides, it allows them to create customized campaigns, and track the performance of campaigns in real-time, so they can make the right decisions about their ad spending and optimize their campaigns for better results.

AUTOMATED CUSTOMER RELATIONSHIP MANAGEMENT Automated Customer Relationship Management (CRM) helps car dealerships boost sales by providing them with the tools to better understand their customers and their needs. It allows dealerships to track customer interactions, create targeted campaigns, and analyze customer data to better understand their buying habits. This is very useful to create more personalized and tailored experiences for their customers, which can lead to increased sales. Automated CRM also allows dealerships to stay organized and efficient by streamlining processes and automating tasks. Thus, dealerships save time and resources, and can focus on providing better customer service. n If you have any questions or comments regarding this article, please email Sean@Glo3D.com, AI-based, Digital Merchandising. Virtual tour, Video Tour.

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This course covers the requirements for the Safeguards Rule’s “qualified individual” and the Privacy Rule of the Gramm-Leach-Bliley Act. Information covered includes, but is not limited to, data breach response, data retention, and disposal, and use of nonpublic personal information. The following model policies are included within the course: Dealership Privacy Policies and Information Security Standards, Employee Agreement to Comply with Privacy Policies and Information Security, and Vendor Agreement to Maintain Confidentiality.

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2023 ADVANCED ISSUING AGENT TRAINING COURSES IN-PERSON COURSES

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Members: $125; Non-members: $150

The ZOOM training courses will be provided by Pennsylvania Association of Notaries, a PennDOT approved instructor. All classes begin at 9:30AM. Class size limited – registration closes ten business days prior to class date No refunds and may not be transferred to another class date.

Members: $99; Nonmembers: $129

Monday, April 24

Thursday, September 21

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Deadline to register: September 6 MANHEIM PHILADELPHIA AA 2280 Bethlehem Pike Hatfield, PA 19440

Thursday, June 15

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Deadline to register: September 20 GARDEN SPOT AA Robert Rd. & Apple St. Ephrata, PA 17522

ONLINE COURSES The online training courses will be provided by Pennsylvania Association of Notaries, a PennDOT approved instructor.

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Thursday, April 13

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Thursday, July 20

Deadline to register: July 5

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. . . p u e l Buck ! g n u r p S s a h Spring r u o y L L A We have ! s l a i t n e s s e e r a c r a c 1-800-366-2141 | 88 Auction Road | Manheim, PA 17545 | www.dealergoodies.com

MARYLAND FORMS DEALERS CAN ORDER SECURE FORMS QUANTITY PRICE TOTAL $ DUE Secure Power of Attorney (3 part-50 per package) Secure Dealer Reassignment (1 part-100 per package)

$ 00* $ _____ 20. ________ $ 00 $ _____ 20. ________ Total Secure forms order $ ________ 6% Maryland Sales Tax ________ Shipping ________ TOTAL enclosed for Secure forms $ ________

Shipping Cost: 1 – 4 packs = $10.00 5 – 10 packs = $15.00 Over 10 packs – Please call ahead for pricing.

NON-SECURE FORMS

QUANTITY $MEMBER NON-$MEMBER TOTAL $ DUE

Cash Sales Contracts (100 per pack) Odometer Mileage Statement (100 per pack) FTC Buyers Guide (100 per pack) Check one:  AS IS  IMPLIED Restricted Power of Attorney (100 per pack) Deal Jackets (100 per pack) Test Drive Agreements (100 per pack)

_____ _____ _____

47.00 18.00 $ 00 28. $

$

94.00 36.00 $ 00 56.

________ ________ $ ________

$

$

$

$

$ 00 $ _____ $10.00 20. ________ $ 00 $ 00 $ _____ 24.

48. ________ $ 00 $ _____ $28.00 56. ________ Total Non-Secure forms order $ ________ 6% Maryland Sales Tax ________ TOTAL enclosed for Non-Secure forms $ _________ TOTAL AMOUNT DUE $ _________

Dealership ________________________________________________________________________ Dealer # (required) _________________________________________________________________ Member  Yes  No Contact Name ___________________________________________ Email _____________________________________________________________________________ Address __________________________________________________________________________ (FEDEX & UPS WILL NOT DELIVER TO P.O. BOX)

City_______________________________________________State ______Zip _________ Phone ______________________________Fax ______________________________________ Card Type:

 VISA

 MasterCard

 AMEX

Name on Card ___________________________________________________ Exp. Date________ Card Number _____________________________________ Security Code________ Make checks payable to: PIADA or fill out payment information below: Card Type:

 VISA

 MasterCard

 AMEX

 Discover

Name on Card ___________________________________________________ Exp. Date________ Card Number _____________________________________ Security Code________ We cannot process orders until payment is received.

Signature ____________________________________________ Date ___________________ For questions you may contact Cynthia Slemons at 717.238.9002 ext. 16 or Cynthia@piada.org.

PENNSYLVANIA FORMS DEALERS CAN ORDER DESCRIPTION QUANTITY MEMBER NON-MEMBER MEMBER EXT NON-M EXT $

“As is” Supplemental Statement Buyers Guide Plastic Holders (50) Buyers Guide Window Form Buyers Guide Window Form (Spanish) Consignment & Sales Agreement Form Deal Jackets Fees Chart (wall mount) Fraud Hotline Poster Installment Sales Contract (100) Interpreter Confirmation of Translation Key Tags (250) Lease Agreements Limited Warranty No Purchase Required Disclosure Notary Receipt Pad Odometer Mileage Statement Power of Attorney Disclosure Forms Rental Agreements Retail Buyer Order Form Secure Power of Attorney Secure Power of Attorney Log Book Temp Tag Log Book Title Release Authorization Used Vehicle Record

$

_____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____

24.00 $ 00 40. $ 00 20. $ 00 18. $ 00 25. $ 00 30. $ 00 14. $ 00 14. $ 150.00 $ 00 25. $ 00 32. $ 00 78. $ 00 26. $ 00 24. $ 00 15. $ 00 18. $ 00 18. $ 00 32. $ 00 32. $ 00 50. $ 00 15. $ 00 15. $ 00 15. $ 00 15.

48.00 80.00 $ 00 40. $ 00 36. $ 00 50. $ 00 60. $ 00 28. $ 00 28. $ 300.00 $ 00 50. $ 00 64. $ 156.00 $ 00 52. $ 00 48. $ 00 30. $ 00 36. $ 00 36. $ 00 64. $ 00 64. $ 00 50. $ 00 30. $ 00 30. $ 00 30. $ 00 30.

_____ _____ _____ _____ _____ _____ _____ _____ _____

$

28.00 28.00 $ 00 28. $ 00 28. $ 00 28. $ 00 28. $ 00 28. $ 00 28. $ 00 28.

$

$

$

$

_______ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______

_______ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______

$

$

$

$

$

$

ADP FORMS Customer Delivery Check List Customer Proposal Damage Disclosure Delivery Confirmation Goodwill Repair Acknowledgement Insurance Coverage Acknowledgement Lease Spot Delivery Agreement Notice to Co-Signer Trade-In Appraisal

$ 56.00 _______ $ _______ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ Subtotal _______ $ _______ 6% Pennsylvania Sales Tax $ _______ $ _______ Shipping $ per pound + Special Shipping $ at cost. Total w/o shipping $_________ Please make checks payable to PIADA, 1501 North Front St., Harrisburg, PA 17102 (call in to receive shipping cost to include in payment) or you may fax orders to 717.238.3870 with credit card information. *All orders MUST be accompanied by a method of payment. *Must provide DIN if applicable.

Dealership ________________________________________________________________________ Contact_______________________________________________Date ________________

FOR INFORMATION ON MEMBERSHIP...

Address __________________________________________________________________________

MIDATLANTIC IADA = PIADA + MDIADA + DEIADA Contact Shannon at 717.238.9002 x 18 Shannon@piada.org www.piada.org • www.mdiada.org • www.deiada.org

City_______________________________________________State ______Zip _________

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Phone _____________________Fax ____________________*DIN ___________________ Card Type:

 VISA

 MasterCard

 AMEX

Name on Card ___________________________________________________ Exp. Date________ Card Number _____________________________________ Security Code________ All forms come in packs of 100 unless otherwise noted.

24 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023

The Auto Auction You Need!

America’s Auto Auction Lancaster

11 Years of Service

7 Action Packed Lanes

Recon & Body Shop

Provided on site by Spangler’s. Services available include Sale day wash, Silver Detail, Gold Detail, Diamond Detail and a Body Shop on-site. Contact Inside Sales Dept for more information.

Financing Available

Provided on site by Axle funding. They have custom programs with credit lines to fit your unique dealership needs! Contact them for more information 717-467-7990.

Pre & Post Sale Inspection

Provided by our Experienced Condition Report Writer Team. Pre-sale Inspection and PSI are $150 and it provides a 10 calendar day guarantee. Pre-sale Inspection can be scheduled with the inside Sales Dept. PSI can be requested when you buy a unit.

800 - 1000 Units Per Week!

WHY CHOOSE US?

Make America’s Auto Auction Lancaster your Wednesday Auction.

• Friendly Experienced Staff • Live lanes with units driving through • Sales Reps available if you are unable to attend

• No Registration or Title Attached fees

ABOUT OUR AUCTION America’s Auto Auction Lancaster opened in 2012 and is part of the XLerate Group.

One of 39 auctions across 18 states from the nation’s premier providers of vehicle auctions.

America’s Auto Auction Lancaster

1040 Commercial Avenue, East Petersburg, PA 17520 | P:717.569.5220 www.americasautoauction.com/lancaster | www.edgepipeline.com

26 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • APRIL 2023