August 2022Newsletter NewsletterNewsRVDAfrom News Highlights • 20221-22 NTP-Stag Bursary RecipientsTechnicianRVBursary • Trouble Shooter Clinic 2022 Hamilton • 2022 SurveySatisfactionDealerIndex • 2022 Canadian RV Dealer of the Year Last Call Nominationsfor 2022 Canadian RV Dealer of the YearCall Nominationfor 6 20221 22 NTP Stag Bursary RecipientsTechnicianRVBursary 8 Trouble Shooter Clinic Hamilton2022 9-11 2022 PartsHamiltonSeminar 12 13 In 2021, Dealers Felt aboutCategories.FourImprovedManufacturersinAllDSIWhat2022? 14-15 Question and Answer for Sales byLeadersDave Kahle 16 17 Inside this issue:
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Dear Members, The RVDA of Canada held its last board meeting on July 14, 2022 in St. John’s, NF. This year, we included a strategic planning session in conjunction with the board meeting. This is a very important event for us as the planning session enabled the national board to develop strategic objectives to carry our association forward for the next few years. Input from the respective stakeholders was also sought and this will ensure that we are truly addressing our members/dealers needs. We will produce a summary document this fall highlighting our key objectives.
The Board also approved a new endorsement program with Drive On Protection for PermaSeal Tire sealant. This product is quite unique and will provide your customers with peace of mind when they travel. PermaSeal not only repairs tire punctures up to 1/2 an inch, the formula also permeates the micro cracks and fractures caused by highway wear and tear and rock fractures. PermaSeal also prevents leaks and potential blowout situations by preventing pressure buildup between the micro fractures and layers of the tire. It can also be applied to tow vehicles. Please see the endorsed products section on our website for more details. I would like to congratulate all of the recipients of the 2022 NTP-Stag RV Technician Bursary. Earlier this summer, we awarded $12,500 in bursaries to RVDA RV Service Technicians across Canada. The bursaries, sponsored by NTP Stag Canada, valued at $1000 and $1500, were created to recognize outstanding achievements by students with serious interest and desire to succeed in the RV industry. We would like to thank all of the applicants for their submissions.
Please complete the 2022 DSI survey online now. The deadline for completing the survey is September 9, 2022 Take JoséeCare,Bédard, Board Chair RVDA of Canada
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August 31st marks the deadline for the 2022 Dealer of the Year Award nominations. If you know of a dealer principal who has demonstrated long term dedication to the RV industry and promotion of the RV lifestyle; is recognized by customers and peers as a person with the highest integrity and credibility in both work and personal life; and has made significant contributions to the community, then please, send in a nomination! RV Lifestyle/Dealer News will be making the 2022 presentation in person this year at the Convention/Expo in Las IVegas.would like to remind you that registration is open for the 2022 RVDA Convention/Expo in Las Vegas which will take place from November 7 11 at Caesar’s Palace in Las Vegas. The revamped Convention/Expo schedule offers tracked education and Vendor Training +Plus sessions Tuesday, Wednesday and Thursday, Nov. 8 10, with two hours the morning of Friday, Nov. 11. Check the Convention/Expo website (www.rvda.org/convention) for announcements as speakers are secured. Trailblazing sports agent Molly Fletcher will deliver the keynote address at the opening general session.
And lastly, I would like to remind you to complete the 2022 DSI survey. In its 28th year, the Dealer Satisfaction Index Survey (DSI) continues to seek feedback from dealers to improve all aspects of the towable and motorhome sales, parts, quality and warranty process. The survey asks for your level of satisfaction and your collective responses will be used to improve dealer manufacturer relations. Your input will translate into sound data, which allows organizations to establish baselines, benchmarks, and goals to keep moving the needle forward. All responses are tabulated by an independent research company, and only aggregate numbers are released.
Elite Insurance Company is Canada's largest insurer of specialty personal insurance products since 1954, covering recreational vehicles, mobile homes, antique & custom cars and pleasure crafts. To learn more about Aviva Elite and their mission to change insurance visit their website: www.avivacanada.com Aviva Elite
Page 4 Newsletter Canadian retail sales statistics are now available for both motorized and towable recreational Thesevehicles.statistics will allow dealers to better manage the inventory on their lot by knowing which units are selling in their area, which price points are attracting buyers as well as knowing the local trends affecting their marketplace. The RV retail sales statistics compiled by Statistical Surveys Inc. are the result of matching manufacturer VIN numbers with RV registrations. The RVDA of Canada endorsement agreement includes free access for national monthly figures only, for members only. Going forward, these figures will be published in the RVDA of Canada bimonthly newsletter and archived at the “RV Statistics / National RV Sales” link on the member side of www.rvda.ca This information is copyrighted to Statistical Surveys Inc. and for your use only, not for distribution. In order to protect your endorsement benefit, please honour that confidentiality. To purchase more detailed statistics by province, region or city please contact Scott Stropkai of Statistical Surveys Inc. at 616 281 9898 ext 128 Tosstropkai@statisticalsurveys.comor.learnmoreaboutStatisticalSurveys Inc., visit www.statisticalsurveys.com.
Elite Insurance Company is a subsidiary of Aviva Canada Inc., one of the leading Property and Casualty insurance groups in Canada which provides insurance protection to more than 3 million Canadians.
Aviva Canada is on a mission to change insurance.
"At Aviva, we listen to our customers' views and opinions because by listening and acting on your feedback, we become better at what we do. We want Aviva customers to feel they are being treated as people, not as a number. We want our customers to be confident and comfortable that they have the right insurance to cover their needs. And we want our customers to have a positive experience at Aviva. We've already started the change by introducing our claims service satisfaction guarantee which you can learn more by visiting www.ClaimsGuarantee.com
indicators
RV
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large. Download this report on RVDA of Canada member site under Member services / Industry Relations tabs (login required)
First Quarter Economic Review is intended to deliver a comprehensive look
The at the economic affecting the Industry in economic dimensions of the industry and the economy at
Canada. These products are intended to provide members with current economic information, which can assist them in gaining insights into the changing
RV
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Five Hundred and Twenty US and Canadian dealers provided 2,672 brand ratings in the areas of: product reliability/quality, parts, warranty and sales support. Overall, the participating dealers believed manufacturers made significant improvement in all four areas between 2020 and 2021.
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In 2021, Dealers Felt Manufacturers Improved in All Four DSI Categories. What about 2022?
Dealers rated only the brands they sell. The ratings were on a 5 point scale, and the table below shows the results of the four most recent DSI surveys.
Dealers responding to the DSI in 2021 believed manufacturers made dramatic improvements in all four ratings categories, reaching record highs in all four categories.
In aggregate, dealers rated towable RV manufacturers 4.38 for sales support, up from 4.21 in 2020, and 4.31 in product reliability/quality, versus 4.15 last year. Towable manufacturers also were rated higher in parts and warranty support. Dealers gave towable builders a 4.12 rating in parts support this year, versus 3.95 in 2020. For warranty support, the aggregate rating was 4.17 in 2021, versus 3.96 last year.
In its 28th year, the 2022 Dealer Satisfaction Index Survey continues to seek feedback from dealers to improve all aspects of the towable and motorhome sales, parts, quality and warranty process.
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In the case of motorhome builders, dealers’ DSI ratings for sales support made a dramatic leap to 4.35 this year, versus 4.09 in 2020. Dealer ratings for motorhome reliability/quality also made a big jump to 4.24 in 2021 from 4.06 a year earlier. Although still trailing reliability/ quality and sales support, dealers evidently believed motorhome builders made significant improvement in parts and warranty support. Dealers gave motorhome builders an aggregate rating of 4.10 for parts support this year, compared with 3.90 in 2020, and 4.19 for warranty support, versus 3.89 a year earlier.
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will be recognized
There are over 31 motorized and 126 towable RV brands represented in the North American RV market. Please rate all the brands you carry. Share your honest opinion about all the brands you represent. You are the true sounding board in providing feedback in quality and service. This is your opportunity to drive change and give praises, where needed. We strongly urge you to rate all the brands that you represent. We also encourage you to include any other comments you may have. Please complete the 2022 DSI survey online now. The deadline for completing the survey is September 9, 2022. are by independent research company, and only aggregate numbers are If you have any questions or have recently taken on a new brand and would like to be a part of a Partners in Progress committee, please contact Jeff Kurowski at RVDA of America at 800 336 0355 -rated manufacturers and receive their awards during the RV Dealers International Convention/Expo at Caesars Las Vegas on Thursday, Nov. 11
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Question and Answer for Sales Leaders by Dave Kahle
A. I have no idea. How’s that for an answer that you’re not expecting?
How many appointments or conversations per day or per week should a sales person make in order to be successful?
OK, you know by now that doesn’t mean I don’t have anything to say to this point. Let me explain my first statement. I have no idea because I don’t know the specifics of your selling situation. The definition of a reasonable number of appointments varies tremendously from one situation to another. For example, I have worked with phone sales people who are expected to have 50 60 conversations per day. On the other hand, in one of my personal selling situations, I regularly spent ½ day with one customer. And that one account probably bought more from me than several hundred of the phone sales accounts. Which really hits to the heart of the issue. The factor that most determines a reasonable number of appointments is the potential dollar value of the sale. Generally, the larger the potential dollar value of the sale, the fewer calls should be made. That’s because the nature of the sale requires more in depth relationships and more involved sales dialogues. Each sales call is more complex, and takes longer. Therefore, you can’t make as many calls.
On the other hand, the smaller the potential dollar value of the sale, the more calls should be made. The phone sales people, for example, were selling safety videos for about $100.00 each. Because of the relatively small order size, they would need to make many times the number of sales calls that I did. I was selling hospital supplies via 12 month contracts. A typical deal would be worth $20 So,60,000.thefirst thing to consider as you strive to develop some quantifiable expectations is the potential dollar value of the sale. The second thing is a variation of the first. In order to be profitable to the company, each sales person’s total costs must fall within a certain range. We’ve done extensive research on this, and I can give you a broad rule of thumb.
I believe that, generally speaking, a sales person’s total cost to the company should not exceed 25% of the total gross profit produced by that sales person. For example, let’s say that you have a sales person who makes $50,000. When you add in the cost of expenses, fringes, and taxes, the sales person actually costs you $68,000. So, if you use the 25% rule of thumb, that sales person should bring in at least $272,000 in gross profit in order to be profitable to you.
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That will help shed some light on the subject. One caveat the 25% figure really is a very broad rulethumb. I know of some cases, like sub reps for independent agents, for example, where the number could be higher. And, for many industries, like wholesale distribution, I advocate a much smaller number, like 13 17%.
Originally published: https://www.thesalesresourcecenter.com/quality sales calls/
Dave Kahle is one of the world's leading sales authorities. He's written twelve books, presented in 47 states and eleven countries, and has helped enrich tens of thousands of sales people and transform hundreds of sales organizations. Sign up for his free weekly Ezine. His book, How to Sell Anything to Anyone Anytime, has been recognized by three international entities as "one of the five best English language business books.” Check out his latest book, The Good Book on Business By the way, if you’d like to dig into this issue more deeply, download a free copy of “How to Kreate Kahle’s Kalculation.” That will get you a free PDF that describes this calculation in detail. Armed with this calculation, the next question is, “How many sales calls does this sales person need to make in order to generate $272,000 of gross profit?”
Another thing to consider is past history. If you’ve been in business for a while, you should have some sense of how many calls or appointments it takes to be successful. If you haven’t tracked that number, it may be a good exercise to track it for all your reps for a couple of months, and then to use that as a Havingguideline.said all of that, let me say one more thing. I don t think the number of calls is an important issue for most sales people. It does have some application for a new sales person to guide that person to an appropriate level of activity. After that, however, there are other measurements that are more important. More important than the number of sales calls made is the quantity and quality of sales opportunities unearthed. In other words, if your sales person can uncover $1,000,000 worth of viable sales opportunities in five calls a week, more power to him. If another makes 25 calls to uncover the $1,000,000, so be Figureit. out what a viable quantity and quality of opportunities per sales person is and track them. It’s closer to the mark than calls. The number of calls measures the amount of raw activity in which your sales people engage. The quantity and quality of sales opportunities measures a more significant thing the amount of worthwhile activities in which your sales people engage.
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Author of five books, including “Fearless at Work: Achieve Your Potential by Transforming Small Moments into Big Outcomes,” Fletcher negotiated over $500 million in contracts and represented more than 300 of sports' biggest names. Noted as a World's Top 50 Keynote Speaker, she delivers her inspiring message to audiences around the world. As the founder of The Molly Fletcher Company, she helps leaders transform workplace complacency with her Game Changer Negotiation Training and The Energized Leader programs.
The annual RVDA Convention/Expo brings together dealers, manufacturers, suppliers, and RV industry business partners for the premier dealer education and networking event of the year.
Just as dealerships strive for continuous improvement the RVDA Convention/Expo Committee is using the same principle when it comes to the RVDA Convention. The education program will provide segmented content based on dealership size, management structure, and revenue in addition to focusing on things dealers have in common.
Noted author and one of the first female sports agents Molly Fletcher is scheduled to deliver the keynote address during the opening general session of the 2022 RV Dealers Convention/Expo on Tuesday, Nov. 8 at Caesars Palace in Las Vegas. Her presentation, “Fearless at Work,” made possible by convention platinum sponsor Wells Fargo Commercial Distribution Finance (CDF), will examine what sets the top professionals apart from their counterparts as they perform at the highest levels on the biggest stages. The fearlessness these performers show is a muscle that must be developed. With stories from her experiences working with the world's greatest athletes, Fletcher shows what it takes to overcome fear and perform at the highest level.
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Registration for the 2022 RV Dealers Convention/Expo set for November 7 11 at Caesars Palace in Las Vegas. is now open. Click here to register.
The RVDA Convention/Expo Committee and staff are working to bring dealers relevant educational content and networking opportunities. To register visit www.rvda.org /convention. Regular updates will be posted on the convention website, Facebook, Instagram, LinkedIn, and CompaniesTwitter.
interested in partnership, sponsorship, exhibiting, and Vendor Training +Plus opportunities can contact Julie Newhouse at (703) 364 5518 or send an email to jnewhouse@rvda.org.
Watch Fletcher’s welcome video here To learn more about Molly Fletcher, visit her website mollyfletcher.com.
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Page 22 Newsletter Discounts on select courier services worldwide Exclusive discounts up to 35% off select FedEx services when shipping within Canada, to the US, or internationally. f you have a FedEx account, simply enroll in this program through the dedicated FedEx webpage that can be found at the member link . If not, see the member benefit page for a link to do so View FedEx services at www.fedex.ca. on hotel Access to Choice Hotels program discounts of 15 20% at over 330 hotels in Canada & 7,000 hotels worldwide, & some complimentary services at select hotels Aeroplan or Choice Privileges points can be earned. Book travel be online, on your mobile device or via a toll free number Introducing member benefit from John Deere ! RVDA of Canada members are now eligible for an upgraded John Deere Rewards membership which unlocks extra discounts on equipment, parts and merchandise. Enroll today! It’s simple , fast & free. Marks: Discounts (in-store) on workwearselect As your current cards expired, we're offering you an easier way to shop! To receive the discounts, all you need to do is mention the RVDA of Canada account number at check out. This offer is available at all Mark's stores across Canada. We're still working on extending the program to online purchases so stay tuned. Access the program now through the RVDA of Canada member site
Page 23Newsletter Discounts and offers for top attractions, shows and entertainment!other Exclusive discounts and offers for all your stay at Home and work from home needs including, Disney+ nowShowtimesubscription,subscription,blackFridaypricingforcomputers/laptopsaudiobooksandmuchmore!AccesstheprogramthroughtheRVDAofCanadamember Perkopolis Member Discount Program Great perks on everyday products and Perkopolisservices! is continuously sourcing exclusive offers and benefits for you! Use your attractions,entertainment,membershipPerkopolistoenjoygreatsavingsontravel,shopping, health, wellness, sports and more! Click here for more information SuperPassPetro-CanadaCreditCardDiscount With use of the PetroCanada SuperPass credit card, members of Explorer RV Club & RVDA of Canada can realize significant savings,contactapplicationcontrolconvenience,&security.Clickhereforaninformation/form&information,
DT Tire and Atlas Tire Wholesale are prominent figures in Canada’s Independent tire distribution market. They offer services exclusively to dealers and with more than 25 warehouses across Canada, they are able to service a broad area and ensure several deliveries daily.
Contact :Hugh Lalande (604) 606 7950) Website: www.baselineprocessing.com
Baseline Processing provides payment solutions and expertise to more than 1,000 merchants across North America including many RVDA of Canada members. Vancouver based Baseline offers transparent pricing on an RVDA plan pricing that won’t change for the duration of our relationship.
Federated Insurance Companyof Canada providesdirect underwriting of Property and CasualtyInsurance for RV dealerships. In addition, the InventoryFloor Plan Advantageis available from FederatedInsurance for CommercialDistribution Finance (CDF) customers. Website: www.federated.ca
DT Tire and Atlas Tire Wholesale are committed to offering services tailored to their clients’ unique needs. They are an efficient provider with customized solutions.
WeContact:stern Canada: Wayne Budge at 1 800 665 1934 Eastern Canada: Mauro Di Tullio at 1 800 361 0790 Website: www.federated.ca PROPERTY& CASUALTYINSURANCE
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Contact: Riley Johnson: (250) 859 2177 Website: http://dttire.ca GROUP EMPLOYEE BENEFITS Federated Insurance Federated Insurance provides customizable Group Employee Benefit coverage.
TheCorpaybrandunifiesthedomesticU.S.paymentssolutions Comdata Corporate Payments,Nvoicepay,andRoger withtheir cross borderpayment solutions,CambridgeGlobalPaymentsandAFEX,andofferscustomersthepowertomoreseamlessly connecttheirfinanceandAPdepartments.AspartofCorpay, Cambridge’smaingoalwill betocontinuetomeetourcustomerscross border paymentsandcurrencyriskmanagementneeds.
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To find out more about or to become an today. 1 855 725 6584 info.iads@ia.ca
iA Dealer Services
Call:1.800.772.3377(USandCanada) info@spader.com Website:https://spader.com Wells Fargo Commercial Distribution Finance (CDF) is a global inventory financing solutions provider with more than 45 years of expertise in the RV industry. Wells Fargo CDF delivers inventory financing solutions, service, and intelligence through in depth expertise and a commitment to customers.
Contact :StephenDunnat(604)230 5175 Website:www.getpurifyd.com/ RVDA/Spader20Groups,managedbytheSpaderCompanies,helpdealersimprove managementskills,learnbestpracticesand applythemtoyourdealershipwhileutilizingdetailed proprietaryreportsandhardintelligenceongroupandindustrytrends.
KYCS(KeepYourCommunitySafe),KYCSGlobal’sstateoftheartBluetoothandIoTtheft recoverysolutionscreatepeaceofmindforyourcustomers.KYCSworksinpartnershipwith CrimeStopperstoassistintherecoveryofRVandTrailertheft.Thecompany’sflagshipsolution includesKYCSLocatesoldexclusivelyatdealerships.Withseamlessinstallation,KYCSLocate iscovertlyhiddeninRVs&Trailers
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Page 25Newsletter CREDITORINSURANCE/WARRANTY/APPEARANCE PROTECTION /ANTI THEFT iA Dealer Services: F&I protection programs including, Creditor's Group Insurance (life, accident & sickness, involuntary unemployment, critical illness), Extended Warranty, Appearance Protection and Theft Deterrent System. An array of dynamic and RV specific F&I training webinars to support your business office.
Contact: Ed Ristau Tel: (204)255 5965; Cell: (204) 430 6410; Website: www.wellsfargo.com/cdf
PURIFYD®SYSTEMSeliminatesthebuildupofenvironmentalcontaminantsandbiological pathogensthatcontinuallyoccursinsidethelivingspacesinwhichpeoplelive,workandtravel. Foryourcustomers,youprovideavaluableservicethatenhancestheirexperiencewithyour dealershipandkeepsthemcomingbackfortreatments.Yourbusinessbenefitsfromnew revenueandgrossprofitstreamsinSales,Rentals,ServiceandtheBusinessOffice.
Contact:JasonLyallat(289)230 1833, Email:jlyall@kycs.ca Website:http://www.kycs.ca/ DriveOnProtectionforPermaSealTireSealant,utilizesthelatestnanotechnologytocreatethe onlygreen,watersoluble,permanentfixtiresealantavailabletoday.Itisaproductsounique;it bringsanewsolutiontotirepressuremaintenanceproblems.
Contact:PeterHucul Tel:(604)787 0225 Website:www.permasealglobal.com
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Fully interactive and easy to navigate, the course is an ideal way to jump start the knowledge base of new employees . . . or provide a refresher for more experienced fixed operations professionals. Modules reinforce the customer service skill sets service writers/advisors are required to perform every day.
Get ready for the spring and summer camping season with service writer/ advisor online training available through the Mike Molino RV Learning Center.
Developed by RV industry service management experts, the online course is divided into training modules covering a variety of topics including managing appointments and workflow, generating additional revenue, and enhancing communication with customers.
It’s Time for Service Writer / Advisor
The course concludes with a comprehensive final assessment to test knowledge and skills learned in the course. The course is excellent preparation for the RV Learning Center’s Service Writer/Advisor Certification Test, which is separate from the online training program.
Page 27Newsletter RVDA of Canada # 145-11331 Coppersmith Way, Richmond, BC V7A 5J9 Phone (604) 718-6325 Fax (604) 204-0154 The Mike Molino RV Learning Center (RVLC) is an affiliation of the Recreation Vehicle DealersAssociation ofAmerica. RVLC offers technical publications. The RV Learning Center partnered with The Ohio State University’s Center for Education and Training for Employment have developed Certifications, Competency Profiles, and instructional materials in the following areas: Service Manager Service Writer/Advisor Warranty Administrator Parts Manager
RVDAof Canada Mission Statement:
to protect and promote the interests and welfare of RV Dealers across Canada in
to
the industry to maximize its potential. NewsRVDAfrom EditorialNewsletterStaff The RVDA of Canada Member Newsletter is produced and distributed through the national association office : RVDA of RichmondCanada,BC For Inquiries please contact us at: #145 Coppersmith Way Richmond, BC V7A 5J9 Ph: (604) 718-6325 Fax: (604) 204 0154 poweredwww.rvda.caby Emailsrvhotlinecanada.com: Eleonore Hamm, eleonore_hamm@rvda.ca Anita Lien, anital@rvda.ca Amee Inocencio, ainocencio@rvda.ca Post your Positions at www.RVCareers.ca To post a job, simply go to the employers tab and log in using your RVDA of Canada user name and password. Contact RVDA of Canada at 604 718 6325 or e mail if you do not have this information. WWW.BUYLOCALRV.CA RVDA of Canada’s “BUY LOCAL” campaign promotes “Buy your RV close to home. It’s better in the long haul, to consumers. We encourage you to download a copy of brochure available at the member’s website. Board of Directors Executive Committee Chairman, Josée Lévis,RoulottesBédardChaudièreQuebec Vice Chairman, Dale Hopkins RV Morinville,City AB Treasurer, Jim GNRGorrieCamping World Winnipeg, MB Past Chairman, Gord Bragg Hub City Lantzville,RVBC Directors John Krohnert Ken Dobson Platinum RV Sales Leisure Time Sales Jonathan Stone Kyle Kehoe Stone’s RV Center Kehoe RV Marc Rémillard Peter Schmucker Centre du Camping Rémillard Fraserway RV (Lacombe) Ward Fraser Travis Bromley Voyager R.V.Centre Ltd. Transcona Trailer Sales
The RVDA of Canada is a national federation which exists order enable
