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SEPTEMBER 30 - OCTOBER 4, 2013 • RIO ALL-SUITE HOTEL & CASINO • LAS VEGAS

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RVDA of America Welcome W

elcome to the 2013 RV Dealers International Convention/Expo, and congratulations for investing in your dealership’s future by attending. I’ve heard from many of you that one of your most difficult challenges is developing your core people, those key individuals who form the backbone of your company. These are the people who know how to develop long-term customer relationships that lead to referrals and repeat business. These are the people who serve as mentors for the younger employees, teaching and leading by example. In short, these are the individuals who create your company’s future. The convention provides a great way for us to take key employees to the next level with education and training. As the RVDA Convention/Expo Committee, chaired by John McCluskey, sought

out new presenters and new topics, they kept in mind the goal of developing a broader program that would be relevant to a wider range of your employees. I think you’ll be pleased with the results. This year’s event is full of high-quality workshops aimed at young and up-and-coming executives. These sessions, which are marked with a special logo on the education matrix on pages 3435, cover staff leadership, dealing with generational issues at the dealership, increasing professionalism, technology, and personnel management. There’s also a special social event for young executives on Wednesday evening, sponsored by KOA. And you may notice the new “Young RV Executive” ribbon on some convention attendees’ badges, too. Another new initiative is Vendor Training +Plus. These training

sessions are geared toward fixed-operations managers and lead staff and are slated for the first two days of the convention (Monday and Tuesday). This is a chance to take a deep dive into products and services that can improve dealership customer service and profitability. This is the program’s first year and, based on your comments, we hope to expand it in the future. Vendor Training +Plus is included in your full convention registration. I’d like to thank our partners, sponsors, and exhibitors, all of whom are a vital part of this convention. RVDA is blessed with many good partnerships that contribute to the longterm good of our industry. When you’re evaluating what products and services to buy for your dealership, I hope you’ll give these companies a second look if you’re not doing business

with them already. They’ve made an investment in you and your dealership. Please thank them for their support. A lot of work goes into planning this event. In addition to the RVDA Convention/Expo Committee and RVDA staff, I’d like to thank our board of directors and delegates, as well as our partners at RVDA of Canada. All of these people help provide the guidance and direction for our convention experience. I hope to see many of you at the various events throughout the week and will speak to you directly at the opening general session on Wednesday and to RVDA members at the annual meeting on Thursday. Enjoy the convention and have a wonderful time in Las Vegas. Jeff Hirsch Campers Inn of Kingston Kingston, NH RVDA Chairman of the Board

Contents 6 RVDA Board of Directors & Delegates 8 RV Learning Center & RVAC boards of directors 9 Convention Partners 10 RVDA of Canada Chairman’s Message, Board of Directors 11 RVDA of Canada Meeting & Reception Information 4

12 Convention AgendaAt-A-Glance 14 General Information 16 Panel Discussions & Other Highlights 18 Young RV Executives Special Sessions 20 Keynote Speaker, Other Events, Vendor Training +Plus Schedule 22 Annual Meeting, Proprietary Sessions

24 Partners In Progress Meetings 26 Schedule of Events by Track 34 Matrix 38 Workshop Floor Plan 40 Exhibitors by Alphabet 42 Exhibitor Information & Contacts 50 RV Learning Center Update

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

52 FEATURE: “The Art of Selling” 53 Long-Time Members 55 FEATURE: “The Changing Dynamics of the RV Purchaser” 56 FEATURE: “Time for Dealers to Take a Serious Look at ECOA Compliance” 58 FEATURE: “Teach This Amazingly Simple but Effective Sales Technique”

59 FEATURE: “Take 5 – A Front-Line Technique to Jazz Up Your People” 60 FEATURE: “The Right Way to Get Results with Video” 62 RVDA Endorsed Products 63 RVDA of Canada Endorsed Products 66 Advertisers Index


RVDA Boards: Officers, Directors, & Delegates 2012-2013 Chairman Jeff Hirsch Campers Inn of Kingston Kingston, NH 2nd Vice Chairman John McCluskey Florida Outdoors RV Center Stuart, FL Treasurer Brian Wilkins Wilkins R.V. Inc. Bath, NY Secretary Darrel Friesen All Seasons RV Yuba City, CA Past Chairman Andy Heck Alpin Haus Amsterdam, NY Director Will Jarnot PleasureLand RV Center Inc. St. Cloud, MN Director Lindsey Reines Reines RV Center Inc. Manassas, VA

DELEGATES Alabama Jim Dandy Cooley Dandy RV Superstore Inc. Anniston, AL

Maryland Greg Merkel Leo’s Vacation Center Inc. Gambrills, MD

Ohio Dean Tennison Specialty RV Sales Lancaster, OH

Wyoming Sonny Rone Sonny’s RV Sales Inc. Evansville, WY

Massachusetts Marc LaBrecque Diamond RV Centre Inc. W. Hatfield, MA

Oklahoma Ron Shepherd Camperland of Oklahoma, LLC Tulsa, OK

VACANT Arkansas Hawaii Maine

Arizona Devin Murphy Freedom RV Inc. Tucson, AZ

Michigan Chad Neff American RV Sales & Service Inc. Grand Rapids, MI

Oregon Kory Goetz Curtis Trailers Inc. Portland, OR

California Troy Padgett All Valley RV Center Acton, CA

Minnesota Will Jarnot PleasureLand RV Center Inc. St. Cloud, MN

Colorado Tim Biles Pikes Peak Traveland Colorado Springs, CO

Mississippi Stephen (Snuffy) Smith Country Creek RV Center Hattiesburg, MS

Connecticut Chris Andro Hemlock Hill RV Sales Inc. Milldale, CT

Missouri Sherri Wheelen Wheelen RV Center Inc. Joplin, MO

Alaska Kevin Brown Arctic RV & Interior Topper Fairbanks, AK

Mick Ferkey Greeneway Inc. Wisconsin Rapids, WI

South Carolina Gloria Morgan The Trail Center North Charleston, SC

David Hayes Hayes RV Center Longview, TX

South Dakota Lyle Schaap Schaap’s RV Traveland Sioux Falls, SD

Montana Ron Pierce Pierce RV Supercenter Billings, MT

Florida Rob Rothenhausler Ocean Grove RV Supercenter St. Augustine, FL

Nebraska Tony Staab Rich & Sons Camper Sales Grand Island, NE

Tennessee Roger Sellers Tennessee RV Sales & Service, LLC Knoxville, TN

Georgia Doc Allen C.S.R.A. Camperland Inc. Martinez, GA

Nevada Darcy Walker-Fitch Johnnie Walker RVs Las Vegas, NV

Texas Mike Regan Crestview RV Center Buda, TX

Idaho Tyler Nelson Nelson’s RVs Inc. Boise, ID

New Hampshire Scott Silva Cold Springs RV Corporation Weare, NH

Utah Jared Jensen Sierra RV Corp Sunset, UT

Illinois Richard Flowers Larry’s Trailer Sales Inc. Zeigler, IL

New Jersey Brad Scott Scott Motor Home Sales Inc. Lakewood, NJ

Vermont Scott Borden Pete’s RV Center South Burlington, VT

RV Learning Center Chairman Jeff Pastore Hartville RV Center Hartville, OH

Indiana Nathan Hart Walnut Ridge Family Trailer Sales New Castle, IN

New Mexico Rick Scholl Rocky Mountain RV World Albuquerque, NM

Virginia Lindsey Reines Reines RV Center Inc. Manassas, VA

President Phil Ingrassia, CAE RVDA Fairfax, VA

Iowa Jeremy Ketelsen Ketelsen RV Inc. Hiawatha, IA

New York Jim Colton Colton RV N Tonawanda, NY

Washington Ron Little RV’s Northwest Inc. Spokane Valley, WA

Kansas Bill Hawley Hawley Brothers Inc. Dodge City, KS

North Carolina Steve Plemmons Bill Plemmons RV World Rural Hall, NC

West Virginia Lynn Butler Setzer’s World of Camping Inc. Huntington, WV

Kentucky NeVelle Skaggs Skaggs RV Country Elizabethtown, KY

North Dakota Michelle Barber Capital R.V. Center Inc. Minot, ND

Wisconsin Tim Wegge Burlington RV Superstore Sturtevant, WI

Director Tim Wegge Burlington RV Superstore Sturtevant, WI RVRA Representative Scott Krenek Krenek RV Center Coloma, MI RVAC Chairman Tom Stinnett Tom Stinnett Derby City RV Clarksville, IN

Louisiana Jim Hicks Southern RV Super Center Inc. Bossier City, LA 2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Randy Coy Dean’s RV Superstore Tulsa, OK

Rhode Island Linda Tarro Arlington RV Supercenter Inc. East Greenwich, RI

Delaware Ryan Horsey Parkview RV Center Smyrna, DE

Director Ron Shepherd Camperland of Oklahoma, LLC Tulsa, OK

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Pennsylvania Greg Starr Starr’s Trailer Sales Brockway, PA

AT LARGE DELEGATES Bob Been Affinity RV Service Sales & Rentals Prescott, AZ

Ed Lerch Lerch RV Milroy, PA Rod Ruppel Webster City RV Inc. Webster City, IA Joey Shields Pan Pacific RV Centers Inc. French Camp, CA Earl Stoltzfus Stoltzfus RVs & Marine West Chester, PA Glenn Thomas Bill Thomas Camper Sales Inc. Wentzville, MO Bill White United RV Center Fort Worth, TX PARTICIPATING PAST CHAIRMEN Bruce Bentz Randy Biles Debbie Brunoforte Rex Floyd Crosby Forrest Ernie Friesen Rick Horsey Larry McClain Tim O’Brien Dan Pearson Cammy Pierson Joe Range Dell Sanders Marty Shea Jim Shields Bill Thomas Larry Troutt Fran Van Pelt


2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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The RV Learning Center Board of Directors Chairman Jeff Pastore Hartville RV Center Inc. Hartville, OH

President Phil Ingrassia, CAE RVDA Fairfax, VA

Director Eleonore Hamm RVDA of Canada Richmond, BC Canada

Director Rick Horsey Parkview RV Center Smyrna, DE

Director Matthew Miller Newmar Corporation Nappanee, IN

Director Tom Stinnett Tom Stinnett Derby City RV Clarksville, IN

Vice Chairman Dan Pearson PleasureLand RV Center Inc. St. Cloud, MN

Director Mick Ferkey Greeneway Inc. Wisconsin Rapids, WI

Director Andy Heck Alpin Haus Amsterdam, NY

Director Newt Kindlund Kindlund Investments Winter Park, FL

Director Russ Patton Byerly RV Center Eureka, MO

Director Brian Wilkins Wilkins R.V. Inc. Bath, NY

Director Darrel Friesen All Seasons RV Center Yuba City, CA

Director Jeff Hirsch Campers Inn of Kingston Kingston, NH

Director John McCluskey Florida Outdoors RV Center Stuart, FL

Director Steve Plemmons Bill Plemmons RV World Rural Hall, NC

Education assisted by the RV Learning Center’s Program Oversight Committee:

Secretary/Treasurer Bill Koster Protective St. Louis, MO

RVDA Convention/Expo Committee – 2013 Chairman John McCluskey Florida Outdoors RV Center Stuart, FL Bert Alanko MBA Insurance Inc. Scottsdale, AZ Garth Bromley Transcona Trailer Sales Winnipeg, MB Canada George Goodrick Adventure Sports Ltd. Dartmouth, NS, Canada

David Hayes Hayes RV Center Longview, TX

Ellen Kietzmann Blue Ox Pender, NE

Bob Parish GE Capital Tampa, FL

Chris Hoover Ron Hoover RV & Marine Centers Rockport, TX

Scott Krenek Krenek RV Center Coloma, MI

Sean Raynor Constellation Dealer Software Wake Forest, NC

Ryan Horsey Parkview RV Center Smyrna, DE Will Jarnot PleasureLand RV Center Inc. St. Cloud, MN

Gloria Morgan The Trail Center North Charleston, SC Chad Neff American RV Sales & Service Inc. Grand Rapids, MI

Scott Silva Cold Springs RV Corporation Weare, NH

David Hayes Hayes RV Center Longview, TX Ron Little RV’s Northwest Inc. Spokane Valley, WA

Chairman Brian Wilkins Wilkins R.V. Inc. Bath, NY

Dell Sanders J.D. Sanders Inc. Alachua, FL

Garry Enyart Cummins Onan Generators Minneapolis, MN

Matt Zimmerman Keystone RV Company Goshen, IN

Recreation Vehicle Assistance Corporation Board of Directors (RVAC) Chairman Tom Stinnett Tom Stinnett Derby City RV Clarksville, IN

President Phil Ingrassia, CAE RVDA Fairfax, VA

Secretary/Treasurer Randy Biles Pikes Peak Traveland Colorado Springs, CO

Director Ernie Friesen All Seasons R.V. Yuba City, CA

Director Rick Horsey Parkview RV Center Smyrna, DE

Director Dan Pearson PleasureLand RV Center Inc. St. Cloud, MN

RVDA of America Staff President Phil Ingrassia, CAE

Dealer Services Manager Chuck Boyd

Vice President for Administration Ronnie Hepp, CAE

Director of Finance Hank Fortune

Director of Industry Relations Jeff Kurowski

Director of Legal and Regulatory Affairs Brett Richardson, Esq., CAE

Marketing Manager Julie Anna Newhouse

Marketing Communications Specialist Julianne Ryder

Editor Mary Anne Shreve Accounting Clerk Patricia Williams

RV Learning Center Staff Chief, RV Learning Center Karin Van Duyse

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Education Coordinator Elizabeth Shoemaker

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

RV Service Consultant Tony Yerman

Technician Certification Registrar Isabel McGrath


SEPT 30 - OCT 4 RIO ALL-SUITE HOTEL & CASINO LAS VEGAS

2013 PARTNERS

Experience THE POWER of Education At the 2013 RV Dealers International Convention/Expo you’ll find: • NEW – Vendor Training +Plus will give registrants the opportunity for extended training during the first day and a half of the convention, and it’s included in the regular registration fee. • Opening general session speaker Ross Shafer will help dealers implement Customer Empathy™ to win longterm customer loyalty. He’ll also share his philosophy on success and motivation – as popularized in his book “Nobody Moved Your Cheese”– during a followup session. • Social and education sessions specifically designed for young executives • How-to sessions on reaching customers through technology • A full range of products and services to help you make more money and operate more efficiently • RV brand committee meetings for many manufacturers • Networking events to catch up with your industry colleagues

VISIT WWW.RVDA.ORG FOR MORE INFORMATION & TO REGISTER. Presented by:

Follow the convention on:

9 2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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RVDA of Canada Welcome I

would like to take a moment to personally welcome you to the 2013 RV Dealers International Convention/Expo in Las Vegas. As you will have noticed, this year’s theme, “Education: Your Competitive Advantage,” emphasizes the gain that you will obtain when you train! You have made a great investment in your profitability by attending this year’s event. We have a few exciting new features this year at the convention. First of all, we have added the Vendor Training +Plus track. These half-day specialized sessions provide an opportunity for you to participate in more in-depth training brought forth by our industry suppliers. There will be ample time to build your skills and ask questions of your business partners to make sure your dealership is utilizing specific products effectively. We have also added a Young RV Executives track to the convention.

You will notice throughout the convention brochure that we have tagged certain speakers who will be addressing the needs and recognizing the challenges of our young executives. These sessions will also offer unique networking opportunities and provide you with tools to enable you to develop your own leadership needs. I am very excited about this year’s Opening General Session speaker, Ross Shafer. In today’s world, where everyone has become accustomed to instant access to information and demands, Ross will discuss how to make the necessary changes so that you can keep your customers’ long-term loyalty. By staying relevant and addressing your customers’ needs, you will indeed grow your market and enhance your customers’ experience. You will want to have someone from your business attend our

Canadian Compliance Session: Canada’s new Anti-Spam Legislation and what it means for your business. This session will review the new requirements for commercial electronic messaging and what measures you need to put in place now to comply. Our speaker, Brian Bowman, will give you best practice examples and solutions so that you can take the necessary steps towards compliance. Make sure you visit the expo. It opens at 1:00 p.m. on Tuesday, giving you ample opportunity to meet with our supporting vendors. You’ll find a listing of all the exhibitors in this program along with the expo hall map. This year’s opening reception in the expo will begin at 4:00 p.m. on Tuesday. Make sure you stop by to meet your current and future business partners. Our Canadian Reception will be held immediately following the close of the expo on

Tuesday. It is an excellent opportunity for you to mingle with fellow Canadian delegates. The reception is sponsored by GE Capital, Commercial Distribution Finance Canada, XtraRide, and brought to you by Cheyson Business Services and Federated Insurance Company of Canada. This year’s Canadian annual meeting will be Thursday morning from 9:45 to 11:00 a.m. I look forward to seeing all of you there. Not only will we highlight a few national initiatives currently being undertaken by RVDA of Canada, but we also have John Peak from GE Capital presenting on capital markets, foreign exchange, and what Canadian businesses can do to leverage world economics. Enjoy your learning! Ian Moore, Big Boy’s Toys, Nanoose Bay, BC Chairman, RVDA of Canada

Recreation Vehicle Dealers Association of Canada Board of Directors – 2013 OFFICERS Chairman Ian Moore Big Boy’s Toys Nanoose Bay, BC Vice Chairman Kyle Redmond Bucars RV Centre Balzac, AB

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Treasurer George Goodrick Adventure Sports Ltd. Dartmouth, NS Past Chairman Garth Bromley Transcona Trailer Sales Winnipeg, MB

DIRECTORS Alberta Marty Vellner Vellner Leisure Products Red Deer, AB Atlantic Jonathan Stone Stone’s RV & Home Center New Glasgow, NS

Atlantic Bruce Marsh Cape Breton Trailer Sales Bras d’Or, NS British Columbia Gord Bragg Hub City RV Ltd. Lantzville, BC

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Manitoba Jim Gorrie GNR Camping World Winnipeg, MB

Saskatchewan Darren Gelowitz Village RV Regina, SK

Anita Lien Program Coordinator RVDA of Canada Richmond, BC

Ontario Sam Parks Camp-Out RV Ltd. Stratford, ON

STAFF Eleonore Hamm President RVDA of Canada Richmond, BC

Sylvia Willis Administrative Assistant RVDA of Canada Richmond, BC

Quebec Jean-François Lussier Horizon Lussier Marieville, QC


RVDA of Canada Annual Meeting P

lease join RVDA of Canada for this annual assembly as we give a brief report on current association activities and programs. This meeting gives us a chance to review key association initiatives undertaken over the past year. This year, we will feature John Peak, the Capital Markets and Business Development Leader for GE Capital, Commercial Distribution Finance (CDF), a leading provider of specialized financing products and services that facilitate the manufacture, distribution, and sale of consumer durables.

We have witnessed turmoil in the financial and credit markets in recent times, and this is having a huge impact on how business owners need to act to keep their businesses on sound footing moving forward. Are there strategies that should be considered in today’s economic environment? What actions can be taken to financially shore up businesses to position them on solid ground for the future? This presentation will explore issues related to capital markets, foreign exchange, and the measures that can affect

RVDA of Canada Reception J

Thursday, October 3 9:45 - 11:00 a.m. Brasilia 7 your business’ success. In his role at GE, Peak creates financing solutions that enhance cash flow and drive growth for middle market and publicly traded companies. He is also responsible for selling bonds, rating agency relations, SEC compliance, reporting and maintaining the GEDFMNT public trust. He joined GE when the company acquired Transamerica Finance Corporation in 2004. During his 30-plus year career in inventory finance, he has held a variety of finance leadership positions, including controller,

(Open to All Canadians)

oin RVDA of Canada for its traditional Canadian reception on Tuesday evening after the expo. It’s an excellent opportunity to mingle with fellow Canadian delegates. The reception is

vice president of finance, and chief financial officer. Peak works closely with the sales team to develop innovative financial solutions for customers and financial partners. He leads strategic decisions for acquisitions, divestitures and joint ventures, in addition to working with third parties to explore off balance sheet financing solutions. The meeting is also a great opportunity to meet the RVDA of Canada Board and staff, as well as to network with your fellow Canadian participants. Please join us!

Tuesday, October 1 6:00 - 7:30 p.m. Brasilia 1

sponsored by GE Capital, Commercial Distribution Finance Canada, XtraRide, and brought to you by Cheyson Business Services and Federated Insurance Company of Canada.

CANADIAN COMPLIANCE SESSION

Canada’s New Anti-Spam Law and What it Means for Your Business

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f your business sends commercial electronic messages via email, text, or social media such as LinkedIn and Facebook, you’ll not want to miss this session! Canada’s pending Anti-Spam Law is about to fundamentally alter online marketing activities in Canada. It is perhaps the most comprehensive anti-spam legislation in the world and will regulate commercial electronic messages and impose stiff new anti-spyware provisions. It will also amend Canada’s privacy law,

Wednesday, October 2 11:15 a.m. - 12:30 p.m. Tropical F

PIPEDA, and Competition Act. Is your business ready? Learn about the new law, consent obligations and related exemptions, the regulatory enforcement regime (including fines), and steps you can take NOW to prepare your business for its pending implementation. Our speaker, Brian Bowman, will use real-life scenarios to engage participants. Bowman is a business lawyer with Pitblado Law who specializes in privacy, access to information,

social media law, intellectual property and technology matters. He is a nationally recognized leader in privacy and access to information law, and is a frequent speaker, media commentator, and author. Bowman is the incoming chair of the Canadian Bar Association’s National Privacy & Access Law Section. He is involved in numerous volunteer efforts, including serving as the current chair to the Winnipeg Chamber of Commerce.

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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Convention/Expo Agenda-At-A-Glance Monday, September 30

Wednesday, October 2

7 a.m.-5:30 p.m.

Registration desk open

7 a.m.-5 p.m.

Registration desk open

8-11:30 a.m.

RVDA of America Board of Directors breakfast & meeting

7:30 a.m.

Early bird continental breakfast sponsored by NWAN

12-3:15 p.m.

RVDA of America Board of Delegates lunch & meeting

8-9:30 a.m.

Opening General Session with Ross Shafer

12-5 p.m.

RVDA of Canada Board of Directors lunch & meeting

9:45-11 a.m.

Concurrent education sessions

1:30-5:30 p.m.

Vendor Training +Plus sessions

12:30-2:45 p.m.

3:30-4:45 p.m.

Proprietary workshops

Expo open (lunch served 12:30-1:15 p.m.)

3:30-5 p.m.

Keystone Partners In Progress Brand Committee meeting

2:45-4 p.m.

Concurrent education sessions

4:15-5:30 p.m.

Concurrent education sessions

Dutchmen Partners In Progress Brand Committee meeting

5:30 p.m.

Young RV Executives networking reception sponsored by KOA

5:15-6:30 p.m.

Tuesday, October 1

Thursday, October 3

7 a.m.-5:30 p.m.

Registration desk open

7 a.m.-5 p.m.

Registration desk open

8 a.m.-12:15 p.m.

Proprietary workshops

7:30 a.m.

8-9:15 a.m.

Jayco Partners In Progress Brand Committee meeting

Early bird continental breakfast sponsored by Bank of America Merrill Lynch

9 a.m.-1 p.m.

Vendor Training +Plus sessions

8-9:30 a.m.

General Session

9:30-10:45 a.m.

CrossRoads/Redwood Partners In Progress Brand Committee meeting

9:45-11 a.m.

RVDA of America annual meeting & RVDA of Canada annual meeting

11 a.m.-12:30 p.m.

Forest River Partners In Progress Brand Committee meeting

9:45-11 a.m.

Education session for fixed operations employees

11 a.m.-1 p.m.

12:45-2 p.m.

Winnebago Motorized and Sunnybrook Towables Partners In Progress Brand Committee meeting

Expo open (lunch served 12-12:45 p.m.)

1:15-2:30 p.m.

Concurrent education sessions

Skyline Partners In Progress Brand Committee meeting

2:45-4 p.m.

Concurrent education sessions

4:15-5:30 p.m.

Concurrent education sessions

1-6 p.m.

Expo open

6:30-8:30 p.m.

2:15-3:30 p.m.

Heartland Partners In Progress Brand Committee meeting

Poolside Party at the VooDoo Beach (included with registration)

3:45-5 p.m.

Prime Time Partners In Progress Brand Committee meeting

3:45-5 p.m.

KZ Partners In Progress Brand Committee meeting

4-6 p.m.

Reception in Expo sponsored by Bank of America Merrill Lynch

12:45-2 p.m.

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11:15 a.m.-12:30 p.m. Concurrent education sessions

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Friday, October 4 7:30 a.m.

Early bird continental breakfast

7:45-9 a.m.

ECOA Compliance 101: What You Need to Know and Why You Need to Care About It

9:15-10:30 a.m.

CFPB Guidance and Rate Markups: Do You Understand Your Roles and Responsibilities?


General Information Registration/Name Badges You must have a name badge to attend workshops and to enter the expo. Visit the registration desk located in the Rotunda to pick up your badge or to register. RV Learning Center store The store will be open at expo booth 413. Help your employees grow with the Center’s manuals, workbooks,

audiovisual materials, and online training.

Free shipping on everything you purchase.

Store hours: Tues.: 1:00 - 6:00 p.m. Wed.: 12:30 - 2:45 p.m. Thurs.: 11:00 a.m. - 1:00 p.m.

Addendum to program guide This contains the latest updates and announcements, as well as additional exhibitor listings. It is inserted separately with your onsite program guide. For additional copies, stop by the registration desk.

Stop by for material to help your team grow their expertise. Staff is on hand to demonstrate online training and certification preparation programs.

Electronic devices As a courtesy to other convention attendees, please turn electronic devices on silent during education sessions. If you must use your cellphone, please step outside to avoid disturbing others. Recording the sessions is not permitted. Audio recordings of most sessions are available for purchase at the Audio Print International Inc. sales desk in the corridor near Brasilia 1. Audio sales Recordings of most sessions are available on CD. Use the order form in your convention padfolio or visit the Audio Print International Inc. sales desk. Post-convention sales of recordings are also available. No sessions presented by Ross Shafer and David Nelson will be recorded. Evaluations Your feedback helps RVDA continue to provide professional education programs and a worldclass convention. Please give us your feedback at the conclusion of each session by filling out the evaluation form you receive. After the convention, we will email you a link to the overall convention evaluation so we can incorporate your feedback into the planning for next year’s convention.

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2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO


Panel Discussions and Other Highlights Managing Inventory with Logic, Not Emotion

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nventory management is a critical process at RV dealerships, and those who manage their inventory well achieve a high number of inventory turns each year. While the retail market has

changed over the past few years, so have dealers’ strategies for managing inventory. Tom Walworth of Statistical Surveys and a panel of experts will provide fresh ideas and

insight on how you can keep your unit inventory on the right side in 2014.

Speakers/Panelists: Andy Baer of KZ RV L.P., Will Jarnot of PleasureLand RV, Moderator: Tom Mike Regan of Crestview Walworth of Statistical RV, and Ernie Schumacher Surveys/ The Thrive Group of Bank of America

The Value of RV Rentals to Your Sales & Service Departments

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acilitated by former RVDA President Mike Molino, this panel of RV industry pros will explain how to expand sales and service income by renting units and by improving the rental experience. Attendees

will learn how to promote the RV lifestyle through a profitable rental program, how to develop mutually beneficial partnerships with campgrounds, and how to expand their international clientele while avoiding

Thursday, October 3 8:00 - 9:30 a.m. Brasilia 1 & 4

common legal problems. Panelists will share their real-life experiences and discuss future challenges and opportunities. Panelists include: Scott Krenek of Krenek RV,

Thursday, October 3 2:45 - 4:00 p.m. Lambada Scott Jones of Access RV, Leslie Pujo of LaPlaca Pujo, and Jim Rogers of KOA (Kampgrounds of America).

COMPLIANCE SUPER SESSION

Part 1: ECOA Compliance 101 Part 2: CFPB Guidance and Rate Markups

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robably no other federal agency has caused more heartburn for motor vehicle dealers than the Consumer Financial Protection Bureau (CFPB). Earlier this spring it issued a bulletin that linked dealer reserve with unfair lending practices. The agency told lenders they would be held responsible if dealers showed patterns of discrimination in charging minority groups higher lending fees. Chip Zyvoloski, a senior attorney with Wolters Kluwer Financial Services, will present a 16

two-part session that will help dealers understand recent rulings and possible future oversight practices by the CFPB. The first half, “ECOA Compliance 101: What You Need to Know and Why You Need to Care About It,” will provide an overview of the requirements and why compliance is even more critical. Since the CFPB’s actions are being leveraged through ECOA, it’s vitally important that dealers have a thorough understanding of the act. At 9:15 a.m., Zyvoloski will present

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

“CFPB Guidance and Rate Markups: Do You Understand Your Roles and Responsibilities?” He’ll take an in-depth look at recent CFPB guidance on dealer rate markups and what it means to the relationship between lenders and dealers. He will review the CFPB guidance in the context of the credit decision process along with the original creditor and assignee roles and the responsibilities assumed by those roles. Since many dealers are not directly regulated by CFPB, they may not

Friday, October 4 7:45 - 9:00 a.m. 9:15 - 10:30 a.m. Brasilia 1 understand how its guidance will affect their business. This workshop will review the credit sales process and how the CFPB guidance to lenders could affect the way dealers price and sell their retail contracts. The session will provide background information to help attendees understand the compliance context for the CFPB’s guidance, will review the CFPB’s recommendations, and will suggest actions dealers can take to help maintain their lender relationships and meet their requirements.


2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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Panel Discussions and Other Highlights Wednesday, October 2 4:15 - 5:30 p.m. Tropical F

Young Executives Special Session:

Influencer: The New Science of Leading Change

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eaders need to be experts in influencing and motivating others – especially their employees. In this session, David Nelson of VitalSmarts will use a combination of live training and compelling videos as he shares proven strategies for uprooting entrenched habits and initiating change in teams and organizations. Attendees will learn how to diagnose the causes behind team or organizational problems and how to rely less on formal authority to motivate and enable others.

Thursday, October 3 4:15 - 5:30 p.m. Brasilia 5

Young Executives Special Session:

Luck Is When Preparation Meets Opportunity

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oin Jim Rogers, the dynamic CEO of KOA (Kampgrounds of America) who recently appeared on TV’s “Undercover Boss,” as he discusses how to be ready for the coming opportunities in the RV, camping, and campground businesses. Rogers is a firm believer in building one’s future rather than simply responding to events.

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2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO


Opening General Session with Ross Shafer

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oday’s consumers expect immediate gratification thanks to the rapid fire growth of technology. That’s actually good news for dealers poised to tap into that consumer urgency and use it to gain a competitive advantage, according leading author and TV personality Ross Shafer, who will share his belief in the power of

Wednesday, October 2 8:00 - 9:30 a.m. Brasilia 2 & 6

cultivating “customer empathy” during Wednesday’s Opening General Session. Shafer will discuss how to implement Customer Empathy™ and offer his “Top Changes you need to make to win your customer’s long term loyalty.” The Opening General Session will also feature a special update from RV Learning Center

Chairman of the Board Jeff Pastore of Hartville RV Center who will outline continuing education and certification opportunities available for dealership personnel throughout the year.

Ross Shafer

Jeff Pastore

Other Scheduled Events Tuesday, October 1 6:30 p.m. Miranda 5

Tuesday, October 1 7:00 - 9:00 p.m. Voodoo Lounge

Forest River dealer reception

NCompass Dealer Reception - by invitation only

Tuesday, October 1 7:00 - 10:00 p.m.

Thursday, October 3 6:30 - 8:30 p.m.

American Guardian RSVP at AGWSINC.com to attend

Poolside Party at the VooDoo Beach – convention name badge required for entry

Vendor Training +Plus

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Learn How to Build Loyal Customers and Increase Sales & Profits with Innovative Products from Blue Ox

Enhance Your Finance Presentation and Deliver Increased Profits

How to Leverage Your IDS DMS Software to Run a More Efficient Business

Monday, September 30 1:30 - 5:30 p.m. Brasilia 2

Tuesday, October 1 9:00, 10:15 & 11:30 a.m. Brasilia 2

Tuesday, October 1 9:00 a.m. - 1:00 p.m. Brasilia 3

L

J

Attendees will learn:

earn how a geometrically optimized and computer-designed weight distribution hitch increases customer satisfaction. Make more money with chassis handling, comfort, and safety enhancements. Maximize profits through lower installation time and ease of use of the Blue Ox Patriot braking system.

oin us for “Deal Control Through Finance,” a 45-minute seminar designed to show you how to enhance your finance presentation and deliver increased profits. Each seminar will address the four processes of achieving greater customer satisfaction: successful turnover, endorse the process, transfer trust, set expectations.

Speaker: Mike Thelander, Blue Ox

Speaker: Janet Scavo, NCompass RV

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

• What Key Performance Indicators (KPI) are and why they’re valuable tools • What KPIs you should monitor and how often • How to integrate them into your management process Speakers: Mark Berggren & Grant Farrer, IDS – Integrated Dealer Systems


RVDA Annual Meeting

R

VDA of America members are invited to attend the association’s Annual Meeting as Chairman of the Board Jeff Hirsch and President Phil Ingrassia review national issues facing dealers, the RV industry, and the association. Members will also elect and install several association officers and directors. Special guest speaker at the RVDA of America Annual Meeting will be Jim Rogers, CEO

Thursday, October 3 9:45 - 11:00 a.m. Brasilia 2&6 of Kampgrounds of Jeff Hirsch Phil Ingrassia Jim Rogers America Inc. (KOA). During “A Campground Outlook” on the evolving needs and habits Rogers will share the first compre- of America’s campers as well as hensive look at actual 2013 North explain how dealers can benefit American RV camping results and from the emerging destination camping market. offer insights KOA has for future RVDA will also honor associaRV camping trends. Armed with tion awards recipients at this KOA’s exclusive real time data session, including the association’s from 500 campgrounds across the most prestigious honor, the James U.S and Canada, Rogers will provide attendees with perspectives B. Summers ( JBS) Award.

PROPRIETARY WORKSHOPS

Monday, September 30, 3:30 - 4:45 p.m.

Generate More Sales by Improving Your RV Listings

STAR Development Program

Chris Mapson, RVT.com Classifieds

Will Slattery, Industrial Alliance Insurance & Financial Services Inc. - SAL

Brasilia 1

Brasilia 5

Tuesday, October 1, 8:00 - 9:15 a.m.

Digital 365: The Ultimate RV Dealer Digital Plan

Increase your Dealership’s Online Footprint

Debunking CRM Myths

Ron Wheeler, Wheeler Advertising

Tracy Amato, Auction123

David Goodison, ProResponse

Brasilia 1

Brasilia 5

Lambada

Tuesday, October 1, 9:30 - 10:45 a.m.

Learn how new technologies for RVers are creating profit opportunities for dealers Rick Carver, ASA/ Stag Parkway

Exciting new trailer parts and accessories Andy Murray & Steve Paul, Mobile Outfitters/ Lippert Components

Brasilia 5

Learn how to sell and install the proper solar battery, increase your profit per unit sold John Yozamp, Zamp Solar

Using QuickBooks to Run Your Dealership? Michael Goodwin, Everlogic

Tropical F

Lambada

Brasilia 1 Tuesday, October 1, 11:00 a.m. - 12:15 p.m.

Digital 365: The Ultimate RV Dealer Digital Plan

22

Ron Wheeler, Wheeler Advertising

Identify the Hidden Profit Opportunities in Your Service Department

“We’re Talking Millions Here Raising the Bar on Lead – Customers and Sales” Management & Customer Scott Tuttle, Livin Lite RV Relationship Management

Don Reed, RV Dealer Pro

Lambada

Brasilia 1

Brasilia 5

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Mike Martin, Quantech

Tropical F


Partners in Progress Brand Committee Meetings dealers only

P

artners in Progress Brand Committee meetings provide dealers a forum to discuss brandspecific issues with top management from participating manufacturers. Only dealers who carry the specific brand may attend. Dealer volunteers moderate the meetings.

MONDAY, SEPTEMBER 30: Keystone 3:30 - 5:00 p.m. Dutchmen 5:15 - 6:30 p.m.

All meetings are held in Brasilia 4, except Skyline and KZ, which are in Brasilia 5.

TUESDAY, OCTOBER 1: Jayco 8:00 - 9:15 a.m. CrossRoads/Redwood 9:30 - 10:45 a.m. Forest River 11:00 a.m. - 12:30 p.m. Winnebago motorized & Winnebago/ Sunnybrook towables 12:45 - 2:00 p.m. Skyline 12:45 - 2:00 p.m. Heartland 2:15 - 3:30 p.m. Prime Time 3:45 - 5:00 p.m. KZ 3:45 - 5:00 p.m.

24

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Schedule subject to change.


YO UR ROA D TO OPP O R T U NI T Y W I T H Now Known As One Company for All your F&I Needs

Are you interested in increasing profits? How about customer satisfaction & loyalty? Then join us for “Deal Control through Finance”, a 45-minute seminar designed to show you how to enhance your finance presentation and deliver increased profits.

At PRESERVE, we believe effective training is the key to customer satisfaction and dealership profitability. Stop by our booth to learn more about our newly enhanced programs and receive an invitation to the PRESERVE launch party at the VooDoo Lounge.

Tuesday, October 1 9:00, 10:15 & 11:30 AM Brasilia 2

Tuesday, October 1 7-9 PM VooDoo Lounge

Each seminar will address the 4 processes of achieving greater customer satisfaction: Successful Turnover • Endorse the Process • Transfer Trust • Set Expectations

Complimentary Hors d’oeuvres and Open Bar will be available for your enjoyment.

STO BOO P BY TH 4 23 FOR Y INVIT OUR ATIO N

(888) 201-2913 • www.NCompassRV.com • www.agencyservices.net/NCompassRV.html • www.pdsadm.com/NCompassRV


DEALER/GENERAL MANAGER SCHEDULE OF EVENTS Wednesday, October 2 8:00 - 9:30 a.m. General Session: Customer Empathy – Top Changes You Need to Make to Win Your Customer’s Long-Term Loyalty Ross Shafer Brasilia 2 & 6 See page 20 for presentation description.

9:45 - 11:00 a.m. Nobody Moved Your Cheese! Ross Shafer Brasilia 1 & 4 See page 20 for presentation description. Establishing Benchmarks and Program Indicators Barry Siskind, International Training and Management Co. Brasilia 5 Attendees will learn: • How to identify the right metrics of success • How to establish benchmarks to improve programs

11:15 a.m. - 12:30 p.m. Healthcare Reform: How to Get Ready Now Kathryn Carlson, KPA Brasilia 1 & 4 Attendees will learn: • How to determine whether it’s better to play or pay • Five critical healthcare reform dates Crucial Conversations: Tools for Talking When Stakes are High David Nelson, VitalSmarts Brasilia 3 Attendees will learn: • How to speak up and encourage others to do so • How to create an environment where people share ideas and make wise decisions

26

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

2:45 - 4:00 p.m. Tame the Social Media Beast Pierre Trudel, Avantage Interaction Client Brasilia 3 Attendees will learn: • The best and worst practices • How to use social media to increase sales 20 Groups: Habits of High Performers Jim McCann, Spader Business Management and panel Brasilia 1 & 4 Attendees will learn: • How the 20 Group peer-to-peer experience can help improve your market share and profitability • Which critical issues are commonly addressed in 20 Group meetings

4:15 - 5:30 p.m. Still Surprised by Why People Do What They Do? David Spader, Spader Business Management Brasilia 3 Attendees will learn: • The number one principle that best predicts the behavior of your customers and employees • Two different tools to radically improve hiring success (beyond DISC) 4 Ways to Increase Your F&I Revenue through Back-End Product Sales Rob Auer & Jared Zimlin, Priority One Financial Services Inc. Brasilia 1 & 4 Attendees will learn: • What to look for when managing your dealership’s F&I product profit and how to improve it • Four key strategies for F&I product sales


Thursday, October 3 8:00 - 9:30 a.m. General Session: Managing Inventory with Logic, Not Emotion Tom Walworth, Statistical Surveys and panel Brasilia 1 & 4 See page 16 for presentation description.

1:15 - 2:30 p.m. Grow Your Leadership & Management Skills Paul Webb, Paul Webb Training/WebbVT Brasilia 3 Attendees will learn: • Coaching skills and techniques that create accountability • How to increase staff retention using the simple concept that people like to feel good about themselves Dealership Culture - The Ultimate Differentiator Gary McGugan, NEEDS Selling Solutions Brasilia 1 & 4 Attendees will learn: • Why a dealership’s culture is the ultimate differentiator in the marketplace • Steps to achieve a more desirable dealership culture

2:45 - 4:00 p.m. Managing the Millenial Generation Betty Mills, Marzahn & King Consulting Inc. Brasilia 5 Attendees will learn: • Which workplaces attract the best of the millennials • What training methods work best with this generation Consolidating Back-Office Operations for Multi-Location Dealer Groups Mercedes Hendricks, Crowe Horwath, LLP Tropical F Attendees will learn: • The key benefits of a centralized accounting office • Whether consolidating functions is right for you

4:15 - 5:30 p.m. Young Executives Special Session: Luck Is When Preparation Meets Opportunity Jim Rogers, KOA Brasilia 5 See page 18 for presentation description. Online Reputation Management Peter Martin, Cactus Sky Communications Tropical F Attendees will learn: • How to effectively build your email databases • How to build and improve your online reputation

Friday, October 4 7:45 - 9:00 a.m. ECOA Compliance 101: What You Need to Know and Why You Need to Care About It Chip Zyvoloski, Wolters Kluwer Financial Services Brasilia 1 Attendees will learn: • How ECOA fits into dealers’ relationships • Why the CFPB has made compliance a more critical issue when dealers sell their contracts to lenders

9:15 - 10:30 a.m. CFPB Guidance and Rate Markups: Do You Understand Your Roles and Responsibilities? Chip Zyvoloski, Wolters Kluwer Financial Services Brasilia 1 Attendees will learn: • What recent CFPB guidance says about the relationship between lenders and dealers • Why pay attention to what the CFPB is saying about their roles

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

27


SALES SCHEDULE OF EVENTS Wednesday, October 2 9:45 - 11:00 a.m. How to Close a Sale Easily with a WWW Customer Pierre Trudel, Avantage Interaction Client Brasilia 3 Attendees will learn: • Three new sales team structures to service the WWW be-back customer • How to select the appropriate personnel • Four new tools for RV sales personnel

11:15 a.m. - 12:30 p.m. Digital Advertising that Reaches Today’s RV Prospects Roger Vergara, RH Power & Associates Inc. Brasilia 5 Attendees will learn: • Why what worked before may not work today • What RV buyers are looking for now • Why relating value is so critical to digital advertising success

4:15 - 5:30 p.m. Influencer: The New Science of Leading Change David Nelson, VitalSmarts Tropical F Attendees will learn: • How to diagnose the causes behind team or organizational problems • How to rely less on formal authority to effectively motivate and enable others • Techniques to identify high-leverage behaviors How To Hire Your Next Top Sales Person Kathryn Carlson, KPA Lambada Attendees will learn: • How to qualify the behaviors that your top-performing sales reps demonstrate • How to attract “passive candidates” and why they’re the candidates you want • How to establish a cost effective background screening program

Thursday, October 3

2:45 - 4:00 p.m. Strategies to Double Your Show Results Barry Siskind, International Training and Management Co. Brasilia 5 Attendees will learn: • How to approach visitors and develop rapport • Six steps to qualify visitors and get the correct information • How to record leads from a show properly and consistently

28

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

1:15 - 2:30 p.m. Execute Your Video Initiative Strategy: How to Apply Innovative Video Techniques Mike DeLong, EasyCare RV Brasilia 5 Attendees will learn: • 101 stats on the power of video • How to apply innovative video techniques in marketing & advertising • How to avoid common mistakes when applying video on websites/emails/social networking platforms


2:45 - 4:00 p.m. A Day in the Life of a Successful Sales Manager Michael Rees, A World of Training Brasilia 1 & 4 Attendees will learn: • What a successful sales manager does on a daily basis (time management and schedule) • The tools needed to both motivate and hold a team accountable • How to maximize opportunities from the Internet, phones, and walk-in visitors

4:15 - 5:30 p.m. Advanced Business Communications Paul Webb, Paul Webb Training/WebbVT Brasilia 3 Attendees will learn: • The ABCs of building trust, using the VAK (VisualAuditory-Kinesthetic) method • A fast, effective way to increase communication skills • How to apply the new techniques learned in this session, using the VAK method Selling Excellence - A Continuing Quest Gary McGugan, NEEDS Selling Solutions Brasilia 1 & 4 Attendees will learn: • The real definition of “selling excellence” and why it’s vital for sustained dealership growth and profitability • How dealers can assess selling-skill development needs • How to implement strategies that instill a culture of continuous learning and skill development

Friday, October 4 7:45 - 9:00 a.m. ECOA Compliance 101: What You Need to Know and Why You Need to Care About It Chip Zyvoloski, Wolters Kluwer Financial Services Brasilia 1 Attendees will learn: • What the Equal Credit Opportunity Act covers and what it means to be in compliance • How ECOA fits into dealers’ relationships with lenders • Why the CFPB has made compliance a more critical issue when dealers sell their contracts to lenders

9:15 - 10:30 a.m. CFPB Guidance and Rate Markups: Do You Understand Your Roles and Responsibilities? Chip Zyvoloski, Wolters Kluwer Financial Services Brasilia 1 Attendees will learn: • What recent CFPB guidance says about the relationship between lenders and dealers • Why dealers need to pay attention to what the CFPB is saying about their roles, even dealers who are not regulated by the CFPB • How to be forward thinking in your rate markup strategy and cultivate stronger lender relations

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

29


PARTS SCHEDULE OF EVENTS Wednesday, October 2 9:45 - 11:00 a.m. Discover Hidden Profits in Your Parts Department Mark De Lucia, DealerMine Corporation Tropical B Attendees will learn: • Implications of carrying the wrong parts into the new year • Strategies to reduce 18 percent annual holding costs of wrong inventory • Resources to help convert idle parts into profits, with up to 60 percent margins

11:15 a.m. - 12:30 p.m. Growing a Dealership with Parts, Accessories, and Service Gary McGugan, NEEDS Selling Solutions Tropical B Attendees will learn: • The importance of a customer-centric culture after an initial unit sale • Ways to create post-sale traffic and capitalize on customer return visits to a dealership • How a dealership can use parts, accessories and service personnel – the ‘after-the-sale team’ – to generate revenue and help retain customers for life

2:45 - 4:00 p.m. The Art of Successful Selling in the Parts Department Michael Doyle, A World of Training Tropical B Attendees will learn: • What a skilled, enthusiastic parts associate means to your customers and your business in improved customer experience and increased revenues • The art of suggestive selling and asking for the sale • How to run a retail parts department to maximize opportunities and create a lifetime of customers

30

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

4:15 - 5:30 p.m. Creating a Winning Display: How to Turn Your Parts Display Into a Visual Experience Barry Siskind, International Training and Management Co. Brasilia 5 Attendees will learn: • How to use the five senses in creating a display • How to attract visitors using color • How to use technology to connect the experience

Thursday, October 3 9:45 - 11:00 a.m. “Rooftop” Measurements for Effective and Profitable Fixed Operations Mike Nicholes, Mike Nicholes Capital Management Lambada Attendees will learn: • How to measure the ‘right stuff ’ that can increase profitability • How to transfer measurements into an effective action plan • How to monitor trends and respond with effective programs and policies

1:15 - 2:30 p.m. Stock the Right Part at the Right Time Chuck Marzahn, Marzahn & King Consulting Inc. Tropical B Attendees will learn: • What you need to know to determine which particular parts to stock and when • How to move your inventory up or down for the season, how the pipeline affects the value, and how to use your DMS system to help • How to get parts and service working together to have the right parts at the right time


2:45 - 4:00 p.m. A Day in the Life of a Successful Parts Manager Mike Nicholes, Mike Nicholes Capital Management Tropical B Attendees will learn: • The best calculations and methods for increasing the availability of parts to the shop and customers • The best programs for controlling inventory obsolescence and excess stock problems • How to use a monthly checklist to monitor current and future progress and goals

4:15 - 5:30 p.m. Let’s Get Visual: Merchandising’s Secret Weapons Linda Cahan, Cahan & Company Tropical B Attendees will learn: • The science of retail color psychology • How to create sensory experiences to keep customers coming back for more • Basic design techniques of lighting, signage, and display

Friday, October 4 7:45 - 9:00 a.m. ECOA Compliance 101: What You Need to Know and Why You Need to Care About It Chip Zyvoloski, Wolters Kluwer Financial Services Brasilia 1 Attendees will learn: • What the Equal Credit Opportunity Act covers and what it means to be in compliance • How ECOA fits into dealers’ relationships • Why the CFPB has made compliance a more critical issue when dealers sell their contracts to lenders

9:15 - 10:30 a.m. CFPB Guidance and Rate Markups: Do You Understand Your Roles and Responsibilities? Chip Zyvoloski, Wolters Kluwer Financial Services Brasilia 1 Attendees will learn: • What recent CFPB guidance says about the relationship between lenders and dealers • Why dealers need to pay attention to what the CFPB is saying about their roles, even those who are not regulated by the CFPB • How to be forward-thinking in your rate markup strategy and cultivate stronger lender relations

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

31


SERVICE SCHEDULE OF EVENTS Wednesday, October 2 9:45 - 11:00 a.m. Inspection Processes & Tools for a Successful Service Manager David Foco, A World of Training Tropical F Attendees will learn: • A daily, weekly, and monthly inspection process for service managers that enhances customer satisfaction and increases profitability • How the service manager can train employees to carry out customer communication processes on a daily basis • Specific tools, including electronic reports, to carry out these inspections

11:15 a.m. - 12:30 p.m. Let’s Put the “P” Back in Service Jim Carr and Steve Roddy, FRVTA Lambada Attendees will learn: • The main components of a service problem-solving model • The sequence of steps in designing a service center problem-solving template • The value of properly trained service personnel and the training options that are available

2:45 - 4:00 p.m. Crucial Accountability: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior David Nelson, VitalSmarts Tropical F Attendees will learn: • How to motivate others without resorting to threats or power • How to involve others in creating solutions to their own problems • How to stay focused on the problem of choice rather than getting sidetracked

4:15 - 5:30 p.m. How to Utilize Email Marketing to Increase Your Fixed Ops Revenue Peter Martin, Cactus Sky Communications Tropical B Attendees will learn: • How to properly edit and market online coupons • Why algorithms do not work with email marketing • How to use email marketing to increase revenue for fixed ops

Thursday, October 3 9:45 - 11:00 a.m. “Rooftop” Measurements for Effective and Profitable Fixed Operations Mike Nicholes, Mike Nicholes Capital Management Lambada Attendees will learn: • How to measure the ‘right stuff ’ that increases profitability • How to transfer measurements into an effective action plan • How to monitor trends and respond with effective programs and policies

32

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO


1:15 - 2:30 p.m. Boomer Power: Meet the Best Buyers on the Planet Linda Cahan, Cahan & Company Tropical F Attendees will learn: • How to make your retail space a magnet for baby boomers and other people with money to spend • How to build ongoing relationships that ultimately build your bottom line • How to communicate appropriately with people who are old in years and young at heart

2:45 - 4:00 p.m. Customer Service or “Am I Selling?” Paul Webb, Paul Webb Training/WebbVT Brasilia 3 Attendees will learn: • How to increase their ability to uncover, satisfy, and close needs • Proven sales techniques • Questioning skills, listening skills, presentation skills, and handling customer attitudes

4:15 - 5:30 p.m. New Hires with a Customer Service Mindset Ricardo Roman, Caliper Lambada Attendees will learn: • The qualities of successful service people • How to identify those qualities in your current staff • How to hire people who exhibit these qualities

Friday, October 4 7:45 - 9:00 a.m. ECOA Compliance 101: What You Need to Know and Why You Need to Care About It Chip Zyvoloski, Wolters Kluwer Financial Services Brasilia 1 Attendees will learn: • What the Equal Credit Opportunity Act covers and what it means to be in compliance • How ECOA fits into dealers’ relationships with lenders • Why the CFPB has made compliance a more critical issue when dealers sell their contracts to lenders

9:15 - 10:30 a.m. CFPB Guidance and Rate Markups: Do You Understand Your Roles and Responsibilities? Chip Zyvoloski, Wolters Kluwer Financial Services Brasilia 1 Attendees will learn: • What recent CFPB guidance says about the relationship between lenders and dealers • Why dealers need to pay attention to what the CFPB is saying about their roles, even those who are not regulated by the CFPB • How to be forward-thinking in your rate markup strategy and cultivate stronger lender relations

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

33


12:00

3:30 - 6:30 p.m.

Partners in Progress Brand Committee meetings

3:30 - 4:45 p.m.

2 Proprietary workshops

TUESDAY 10/1

8:00 - 9:15 a.m. 9:00 a.m. - 1:00 p.m. 9:30 - 10:45 a.m. 11:00 a.m. 12:15 p.m.

5:15 - 6:30 p.m. Dutchmen BRASILIA

Generate More Sales by Improving Your RV Listings Chris Mapson, RVT.com Classifieds BRASILIA 1

Partners in Progress Brand Committee meetings

3 Proprietary workshops

3:30 - 5:00 p.m. Keystone BRASILIA 4

8:00 - 9:15 a.m. Jayco BRASILIA 4 12:45 - 2:00 p.m. Skyline BRASILIA 5

9:30 - 10:45 a.m. Crossroads/R 2:15 - 3:30 p.m. Heartland BR

Digital 365: The Ultimate RV Dealer Digital Plan Ron Wheeler, Wheeler Advertising BRASILIA 1

Vendor Training +Plus:

How New Technologies for RVers Are Creating Profit Opportunities for Dealers Rick Carver, ASA/StagParkway BRASILIA 1

Exciting New Trailer Parts and Accessories Andy Murr Steve Paul, Mobile Outfitters/Lippert Components BRA

Digital 365: The Ultimate RV Dealer Digital Plan Ron Wheeler, Wheeler Advertising BRASILIA 1

Identifying Hidden Profit Opportunities in Your Servi Department Don Reed, RV Dealer Pro BRASILIA 5

Expo open with reception from 4:00 - 6:00 p.m. RIO PAVILION EXPO HALL

6:00 - 7:30 p.m.

RVDA of Canada reception BRASILIA 1 (open to all Canadians) Early Bird Continental Breakfast PUBLIC CORRIDOR GENERAL SESSION WITH ROSS SHAFER Customer Empathy BRASILIA 2 & 6

DE ALER /GE N E RAL MAN AGE R

SALES

9:45 11:00 a.m.

Nobody Moved Your Cheese! Ross Shafer BRASILIA 1 & 4

How to Close a Sale Easily with a WWW Customer Pierre Trudel BRASILIA 3

11:15 a.m. 12:30 p.m.

Healthcare Reform: How To Get Ready Now Kathryn Carlson BRASILIA 1 & 4

EDUCATION TRACKS:

11:15 a.m. - 12:30 p.m.

Establishing Benchmarks and Program Indicators Barry Siskind BRASILIA 5 Crucial Conversations: Tools for Talking When Stakes are High David Nelson BRASILIA 3

Expo open (Lunch served 12:30 - 1:15 p.m.) RIO PAVILION EXPO HALL

2:45 - 4:00 p.m.

Tame the Social Media Beast Pierre Trudel BRASILIA 3

4:15 - 5:30 p.m.

Still Surprised by Why People Do What They Do? David Spader BRASILIA 3

20 Groups: Habits of High Performers Jim McCann and panel BRASILIA 1 & 4 4 Ways to Increase Your F&I Revenue Through Back-End Product Sales Rob Auer & Jared Zimlin BRASILIA 1 & 4

5:30 p.m.

Young Executives Networking Reception Sponsored by KOA

7:30 a.m.

Early Bird Continental Breakfast PUBLIC CORRIDOR

9:45 11:00 a.m. 11:00 a.m. - 1:00 p.m.

Young Executives Special Session: Influencer: The New Science of Personal Success David Nelson TROPICAL F

How To Hire Y Top Sales Perso Carlson LAMB

RVDA of America annual meeting for all attendees BRASILIA 2 & 6 RVDA of Canada annual meeting BRASILIA 7 Expo open (Lunch available 12:00 - 12:45 p.m.) RIO PAVILION EXPO HALL Grow Your Leadership & Management Skills Paul Webb BRASILIA 3

2:45 4:00 p.m.

Managing the Millennial Generation Betty Mills BRASILIA 5

4:15 5:30 p.m.

Young Executives Special Session: Luck Is When Preparation Meets Opportunity Jim Rogers BRASILIA 5

7:30 a.m.

Strategies to Double Your Show Results Barry Siskind BRASILIA 5

GENERAL SESSION: Managing Inventory with Logic, Not Emotion Moderator: Tom Walworth Speakers/Panelists: Andy Baer, Will Ja

1:15 2:30 p.m.

6:30 - 8:30 p.m.

Digital Advertising that Reaches Today’s RV Prospects Roger Vergara BRASILIA 5

Canadian Compliance Session TROPICAL F

12:30 - 2:45p.m.

8:00 - 9:30 a.m.

Inc

Enhance Your Finance Presentation and Deliver Increased Profits (9:00, 10:15 & 11:30 a.m.) Janet Scavo, NCom

1:00 - 6:00 p.m.

8:00 - 9:30 a.m.

WEDNESDAY 10/2

RVDA of Canada Board of Directors lun

Vendor Training +Plus: How to Build Loyal Customers and Increase Sales and Profits with Innovative Blue Ox Products Mike The

7:30 a.m.

THURSDAY 10/3

RVDA of America Board of Delegates lunch & meeting (12:00 - 3:15 p.m.) BRASILIA 3,7

1:30 - 5:30 p.m.

8:00 a.m. - 5:00 p.m.

FRIDAY

RVDA Board of Directors meeting BRASILIA 1

Proprietary workshops

MONDAY 9/30

8:00 - 11:30 a.m.

Dealership Culture – The Ultimate Differentiator Gary McGugan BRASILIA 1 & 4 Consolidating Back Office Operations for Multi-Location Dealer Groups Mercedes Hendricks TROPICAL F Online Reputation Management Peter Martin TROPICAL F

Execute Your Video Initiative Strategy: How to Apply Innovative Video Techniques Mike DeLong BRASILIA 5 A Day in the Life of a Successful Sales Manager Michael Rees BRASILIA 1 & 4 Advanced Business Communications Paul Webb BRASILIA 3

Selling Excellence – A Continuing Quest Gary McGugan BRASIL

Poolside Party at the VooDoo Beach (Complimentary with your convention registration) Early Bird Continental Breakfast BRASILIA 1

7:45 -9:00 a.m.

ECOA Compliance 101: What You Need to Know and Why You Need to Care About It Chip Zyvoloski BRASILIA 1

9:15 -10:30 a.m.

CFPB Guidance and Rate Markups: Do You Understand Your Roles and Responsibilities? Chip Zyvoloski BRASILIA 1


nch & meeting (12:00 - 5:00 p.m.) TANGO lander, Blue Ox BRASILIA 2

2013 EDUCATION MATRIX

A4 STAR Development Program Will Slattery, IA-SAL BRASILIA 5

Redwood BRASILIA 4 RASILIA 4

11:00 a.m. - 12:30 p.m. Forest River BRASILIA 4 3:45 - 5:00 p.m. Prime Time BRASILIA 4

crease your Dealership’s Online Footprint Tracy Amato, Auction123 BRASILIA 5

mpass RV BRASILIA 2

12:45 - 2:00 p.m. Winnebago/Sunnybrook BRASILIA 4 3:45 - 5:00 p.m. KZ BRASILIA 5 Debunking CRM Myths David Goodison, ProResponse LAMBADA

How to Leverage Your IDS DMS Software to Run a More Efficient Business Mark Berggren & Grant Farrer, IDS BRASILIA 3

ray & ASILIA 5

Solar Power – The New Way to RV! John Yozamp, Zamp Solar LAMBADA

Using QuickBooks to Run Your Dealership? Michael Goodwin, Everlogic TROPICAL F

ice

We’re Talking Millions Here – Customers and Sales Scott Tuttle, Livin’ Lite RV LAMBADA

Raising the Bar on Lead Management & Customer Relationship Management Mike Martin, Quantech TROPICAL F

Your Next on Kathryn BADA

PARTS

SE RVICE

RE NTAL

Discover Hidden Profits in Your Parts Department Mark De Lucia TROPICAL B

Inspection Processes & Tools for a Successful Service Manager David Foco TROPICAL F

How to Comply with 20th Century Laws in the 21st Century Leslie Pujo LAMBADA

Growing a Dealership with Parts, Accessories & Service Gary McGugan TROPICAL B

Let’s Put the “P” Back in Service Jim Carr and Steve Roddy LAMBADA

Healthcare Reform: How to Get Ready Now Kathryn Carlson BRASILIA 1 & 4

The Art of Successful Selling in the Parts Department Michael Doyle TROPICAL B

Crucial Accountability: Tools for Resolving Broken Promises and Violated Expectations David Nelson TROPICAL F

Eliminating Unrecoverable Vehicle Damages David E. Purinton LAMBADA

Creating a Winning Display: Turn Your Parts Display into a Visual Experience Barry Siskind BRASILIA 5

How to Utilize Email Marketing to Increase Your Fixed Ops Revenue Peter Martin TROPICAL B

Still Surprised by Why People Do What They Do? David Spader BRASILIA 3

arnot, Mike Regan, and Ernie Schumacher BRASILIA 1 & 4

5

LIA 1 & 4

“Rooftop” Measurements for Effective and Profitable Fixed Operations Mike Nicholes LAMBADA

“Rooftop” Measurements for Effective and Profitable Fixed Operations Mike Nicholes LAMBADA

Stock the Right Part at the Right Time Chuck Marzahn TROPICAL B

Boomer Power: Meet the Best Buyers on the Planet Linda Cahan TROPICAL F

RV Rental Agreements Leslie Pujo LAMBADA

A Day in the Life of a Successful Parts Manager Mike Nicholes TROPICAL B

Customer Service or “Am I Selling?” Paul Webb BRASILIA 3

The Value of RV Rentals to Your Sales & Service Departments Leslie Pujo, Scott Krenek, Jim Rogers & Scott Jones LAMBADA

Let’s Get Visual: Merchandising’s Secret Weapons Linda Cahan TROPICAL B

New Hires with a Customer Service Mindset Ricardo Roman LAMBADA

Online Reputation Management Peter Martin TROPICAL F

of special interest to young RV executives

*Subject to change


RENTAL SCHEDULE OF EVENTS Wednesday, October 2 9:45 - 11:00 a.m. How to Comply with 20th Century Laws in the 21st Century Leslie Pujo, Esq., LaPlaca Pujo, P.C. Lambada Attendees will learn: • Recent developments in vehicle rental law and their effects on rental operations • How to adapt 21st century technology and customer service practices to 20th century vehicle rental laws • Best practices in light of these developments

11:15 a.m. - 12:30 p.m. Healthcare Reform: How To Get Ready Now Kathryn Carlson, KPA Brasilia 1 & 4 Attendees will learn: • How to determine whether to play or pay • Five critical healthcare reform dates • The role benefits programs play in attracting and retaining quality employees

2:45 - 4:00 p.m. Eliminating Unrecoverable Vehicle Damages: New Strategies for an Old Problem David E. Purinton, PurCo Fleet Services Inc. Lambada Attendees will learn: • How to correctly value a total loss – how ACV differs from your book value • If outsourcing is a viable option • Negotiation basics – how and why negotiation skills are paramount to your success.

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2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

4:15 - 5:30 p.m. Still Surprised by Why People Do What They Do? David Spader, Spader Business Management Brasilia 3 Attendees will learn: • The number one principle that best predicts the behavior of your customers and employees • Two different tools to radically improve hiring success (beyond DISC) • The four personality types and how to use them (and when not to)

Thursday, October 3 1:15 - 2:30 p.m. RV Rental Agreements: Why Have One? Leslie Pujo, Esq., LaPlaca Pujo, P.C. Lambada Attendees will learn: • The legal basis for using a specialized RV rental agreement • Best practices for creating a compliant RV rental agreement • Which key issues and topics should be addressed in the RV rental agreement


2:45 - 4:00 p.m. Rental Panel Discussion: The Value of RV Rentals to Your Sales and Service Departments Leslie Pujo, Esq. of LaPlaca Pujo, PC, Scott Krenek of Krenek RV Center, Jim Rogers of KOA, and Scott Jones of Access RV Inc. Lambada Attendees will learn: • The potential of increased sales and service income through RV rentals • Creative RV dealer/campground partnerships that promote the RV lifestyle • How to avoid common legal problems

Friday, October 4 7:45 - 9:00 a.m. ECOA Compliance 101: What You Need to Know and Why You Need to Care About It Chip Zyvoloski, Wolters Kluwer Financial Services Brasilia 1 Attendees will learn: • What the Equal Credit Opportunity Act covers and what it means to be in compliance • How ECOA fits into dealers’ relationships with lenders • Why the CFPB has made compliance a more critical issue when dealers sell their contracts to lenders

9:15 - 10:30 a.m. 4:15 - 5:30 p.m. Online Reputation Management Peter Martin, Cactus Sky Communications Tropical F Attendees will learn: • How to effectively build and communicate with your email databases • How to build and improve your online reputation • How to create and develop effective data capture forms

CFPB Guidance and Rate Markups: Do You Understand Your Roles and Responsibilities? Chip Zyvoloski, Wolters Kluwer Financial Services Brasilia 1 Attendees will learn: • What recent CFPB guidance says about the relationship between lenders and dealers • Why dealers need to pay attention to what the CFPB is saying about their roles, even those who are not regulated by the CFPB • How to be forward-thinking in your rate markup strategy and cultivate stronger lender relations

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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Workshop Floor Plan Workshops Exhibit Halls Registration

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Expo Information Expo Information and Hall Hours More than 110 RV manufacturers, suppliers, distributors, finance, insurance, and other industry support companies are here to meet and do business with RV dealers. Use the exhibitor list on the following pages to plan your visits to the expo. Tues., Oct. 1, 1:00 - 6:00 p.m. Expo open; reception begins at 4:00 p.m. Wed., Oct. 2, 12:30 - 2:45 p.m. Expo open; lunch served 12:30 - 1:15 p.m.

Networking Reception in the Expo Sponsored by Bank of America Merrill Lynch One of the most popular events at the convention is the annual reception in the Expo Hall. Complimentary hors d’oeuvres and beverages will be available while you talk with exhibitors and browse the products and services on display. The reception is scheduled earlier again this year to give you more time for dinner, shows, shopping, and fun in the casinos. Tues., Oct. 2, 4:00 - 6:00 p.m.

Thurs., Oct. 3, 11:00 a.m. - 1:00 p.m. Expo open; lunch served 12:00 - 12:45 p.m.

Lunch in the Expo

Las Vegas Prize Packages

Let RVDA take you to lunch – at the expo! Enjoy great food while visiting the booths before, during, and after you dine.

Dealers and exhibitors who registered for the convention in advance AND who booked their Rio hotel room in the RVDA block by August 27 are eligible to win one of three Las Vegas prize packages provided by Caesars Entertainment: • Las Vegas weekend getaway: A two-night/threeday stay at any Las Vegas Caesars Entertainment hotel, with limo service to and from McCarran Airport • Dinner and a Las Vegas show: Two chances to win a pair of tickets to any Caesars Entertainment show (excluding shows at Caesars Palace Coliseum) and a $100 restaurant coupon (some restrictions apply) • Rio Secco golf package: A round of golf for four players at the fabulous Rio Secco golf course (two spa services may be substituted)

Wed., Oct. 2, 12:30 - 1:15 p.m. Thurs., Oct. 3, 12:00 - 12:45 p.m.

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PARTNERS

Booth # BRONZE PARTNER Brown & Brown Recreational Insurance . . . . . . . 520 PLATINUM PARTNER Carefree of Colorado . . . . . . . . . . . . 203 GE Capital, Commercial Distribution Finance . . . . . . . . . 301 Cequent Performance Products . . . . 442 Certified Earth Friendly GOLD PARTNERS Technologies Corp. . . . . . . . . . . . . . 438 Bank of the West . . . . . . . . . . . . 410 Coach-Net. . . . . . . . . . . . . . . . . . . . 321 Protective . . . . . . . . . . . . . . . . . 401 Coast Distribution System . . . . . . . . 515 Conntek - Camp Power . . . . . . . . . . 538 SILVER PARTNER Thor Industries Inc. . . . . . . 347/447 CornerStone United Inc.. . . . . . . . . . 545 Covideo by EasyCare . . . . . . . . . . . . 337 BRONZE PARTNERS CrossRoads RV . . . . . . . . . . . . . 347/447 Ally Financial . . . . . . . . . . . . . . . 419 Cruiser RV, LLC . . . . . . . . . . . . . . . . 537 Bank of America Merrill Lynch Cummins Onan Generators . . . . . . . 531 Brown & Brown CURT Manufacturing, LLC . . . . . . . . 501 Recreational Insurance . . . . . . . 520 Customer Service Intelligence Inc. . . 543 Diversified Insurance Management Inc. . . . . . . . . . . . 407 Dealer Spike RV . . . . . . . . . . . . . . . . 525 DealerVu Corporation . . . . . . . . . . . 612 Forest River Inc. BRONZE PARTNER Lance Camper Manufacturing Corporation (LCMC). . . . . . . . . . 221 Diversified Insurance Management Inc. . . . . . . . . . . . 407 MBA Insurance Inc. . . . . . . . . . . 418 Dometic Corporation . . . . . . . . . . . . 527 Dutchmen Manufacturing Inc.. . 347/447 EXHIBITORS EasyCare RV . . . . . . . . . . . . . . . . . . 337 A World of Training . . . . . . . . . . . . . 504 EverGreen RV . . . . . . . . . . . . . . . . . 137 ADAK Adventure Trailers . . . . . . . . . 127 EverLogic. . . . . . . . . . . . . . . . . . . . . 319 ADP Lightspeed . . . . . . . . . . . . . . . . 201 Fairview Fittings & Mfg. Inc.. . . . . . . 500 AFC. . . . . . . . . . . . . . . . . . . . . . . . . 511 Freightliner Custom Chassis Corp. . . 343 Airstream Inc. . . . . . . . . . . . . . . 347/447 PLATINUM PARTNER AIRXCEL - RV Group . . . . . . . . . . . . 521 GE Capital, Commercial Alde . . . . . . . . . . . . . . . . . . . . . . . . 115 Distribution Finance . . . . . . . . . 301 AL-KO Axis Inc. . . . . . . . . . . . . . . . . 540 Girard Systems. . . . . . . . . . . . . . . . . 436 BRONZE PARTNER Heartland Recreational Vehicles . . 347/447 Ally Financial . . . . . . . . . . . . . . . 419 I.C.E. Inc.. . . . . . . . . . . . . . . . . . . . . 104 American Guardian Group IDS - Integrated Dealer Systems . . . . 431 of Companies . . . . . . . . . . . . . . . . . 518 Keystone RV Company . . . . . . . 347/447 America’s RV and Marine Auction . . . . . . . . . . . . . . . . . . . . . . 327 KZ RV L.P. . . . . . . . . . . . . . . . . . . . . 112 ARI . . . . . . . . . . . . . . . . . . . . . . . . . 539 BRONZE PARTNER Lance Camper Manufacturing Atwood Mobile Products, LLC . . . . . 108 Corporation (LCMC). . . . . . . . . . 221 Auction123.com . . . . . . . . . . . . . . . 441 Leisure Travel Vans / Triple E RV . . . . 121 B & W Trailer Hitches . . . . . . . . . . . . 505 LIFESTYLE Luxury Resort Vehicles . . . 137 GOLD PARTNER Livin Lite Recreational Bank of the West . . . . . . . . . . . . 410 Vehicles Inc. . . . . . . . . . . . . . . . . . . 618 Blue Ox . . . . . . . . . . . . . . . . . . . . . . 421 Manheim Specialty Auctions. . . . . . . 109 Brasher’s Northwest Marine One Acceptance Corp. . . . . . 311 Auto Auction . . . . . . . . . . . . . . . . . . 443 40

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Marzahn & King Consulting Inc.. . . . 430 BRONZE PARTNER MBA Insurance Inc. . . . . . . . . . . 418 Medallion Bank . . . . . . . . . . . . . . . . 302 Merrick Bank . . . . . . . . . . . . . . . . . . 439 The Mobile Outfitters/ Lippert Components Aftermarket Solutions . . . . . . . . . . . 312 Mobile Sleep Components . . . . . . . . 547 MOR/ryde International . . . . . . . . . . 440 Mouse Free (Certified Earth Friendly Technologies) . . . . . . . . . . . 438 NADAguides & NADAguides.com . . . 306 NCompass RV . . . . . . . . . . . . . . . . . 423 Newmar Corporation . . . . . . . . . . . . 541 Northpoint Commercial Finance, LLC . . . . . . . . . . . . . . . . . . 533 NTP Distribution . . . . . . . . . . . . . . . 506 Nukleus. . . . . . . . . . . . . . . . . . . . . . 610 (Wednesday Breakfast Sponsor)

NWAN/National Automotive Experts . . . . . . . . . . . . . . . . . . . 307 Open Range RV Company . . . . . . . . 326 Pacific Coachworks Inc. . . . . . . . . . . 619 Parallax Power Supply - A Division of Connecticut Electric Inc.. . . . . . . . 110 Pettes & Hesser, Ltd. . . . . . . . . . . . . 502 Priority One Financial Services Inc.. . . . . . . . . . . . . . . . . . . 213 Progress Mfg. Inc. . . . . . . . . . . . . . . 106 ProResponse Inc. . . . . . . . . . . . . . . . 529 GOLD PARTNER Protective . . . . . . . . . . . . . . . . . 401 R. L. Polk & Co. . . . . . . . . . . . . . . . . 209 Reese . . . . . . . . . . . . . . . . . . . . . . . 442 Roadtrek Motorhomes Inc.. . . . . . . . 601 Robert Weed Plywood Corporation . . . . . . . . . . . . . . . . . . . 313 RV DealerPro Training . . . . . . . . . . . 526 RV Learning Center . . . . . . . . . . . . . 413 RV PRO Magazine . . . . . . . . . . . . . . 425 RV Trader. . . . . . . . . . . . . . . . . . . . . 513 RVDA . . . . . . . . . . . . . . . . . . . . . . . 413 RVDA - RVIA RV Service Technician Certification . . . . . . . . . . 413 RVM Promotions . . . . . . . . . . . . . . . 437 RVT.com Classifieds . . . . . . . . . . . . . 207 Segway Inc. . . . . . . . . . . . . . . . . . . . 329


Skyline Corporation . . . . . . . . . . . . . 636 Snap21 . . . . . . . . . . . . . . . . . . . . . . 523 Sobel University . . . . . . . . . . . . . . . . 422 Spader Business Management . . . . . 426 Spartan Chassis Inc.. . . . . . . . . . . . . 227 Stag-Parkway . . . . . . . . . . . . . . . . . 101 Statistical Surveys Inc. . . . . . . . . . . . 308 Studio5@Mudd Advertising . . . . . . . 333 Systems 2000 Inc. . . . . . . . . . . . . . . 522 TCF Inventory Finance Inc. . . . . . . . . 315 Tekonsha. . . . . . . . . . . . . . . . . . . . . 442 Thor Motor Coach. . . . . . . . . . . 347/447 U.S. Bank Recreation Finance . . . . . . 331 United States Warranty Corporation . . . . . . . . . . . . . . . . . . . 427 UVS Junction . . . . . . . . . . . . . . . . . . 323 Velvac Inc. . . . . . . . . . . . . . . . . . . . . 102 Wheeler Advertising Inc. . . . . . . . . . 536 Wilkin Marketing . . . . . . . . . . . . . . . 113 Williams and Stazzone Insurance Agency Inc. . . . . . . . . . . . 432 Wolters Kluwer Financial Services . . . . . . . . . . . . . . . . . . . . . . 600 Xantrex Technology / Schneider Electric. . . . . . . . . . . . . . . 107 Zamp Solar, LLC . . . . . . . . . . . . . . . . 519

NEW EXHIBITORS

Fairview Fittings & Mfg. Inc.. . . . . . . 500 Mobile Sleep Components . . . . . . . . 547 ADAK Adventure Trailers . . . . . . . . . 127 Northpoint Commercial Alde . . . . . . . . . . . . . . . . . . . . . . . . 115 Finance, LLC . . . . . . . . . . . . . . . . . . 533 AL-KO Axis Inc. . . . . . . . . . . . . . . . . 540 (Wednesday Breakfast Sponsor) American Guardian Group NWAN/National Automotive of Companies . . . . . . . . . . . . . . . . . 518 Experts . . . . . . . . . . . . . . . . . . . 307 B &W Trailer Hitches. . . . . . . . . . . . . 505 Segway Inc. . . . . . . . . . . . . . . . . . . . 329 Conntek - Camp Power . . . . . . . . . . 538 Snap21 . . . . . . . . . . . . . . . . . . . . . . 523 Covideo by EasyCare . . . . . . . . . . . . 337 Studio5@Mudd Advertising . . . . . . . 333 CURT Manufacturing, LLC . . . . . . . . 501 TCF Inventory Finance Inc. . . . . . . . . 315 Dealer Spike RV . . . . . . . . . . . . . . . . 525 Wilkin Marketing . . . . . . . . . . . . . . . 113 DealerVu Corporation . . . . . . . . . . . 612 Xantrex Technology / EverLogic. . . . . . . . . . . . . . . . . . . . . 319 Schneider Electric. . . . . . . . . . . . . . . 107

RV MANUFACTURERS DISPLAYING VEHICLES ADAK Adventure Trailers . . . . . . . . . 127 EverGreen Recreational Vehicles, LLC . . . . . . . . . . . . . . . . . . 137 BRONZE PARTNER Lance Camper Manufacturing Corporation (LCMC). . . . . . . . . . 221 Leisure Travel Vans / Triple E RV . . . . 121 LIFESTYLE Luxury Resort Vehicles . . . 137 Livin Lite Recreational Vehicles Inc. . . . . . . . . . . . . . . . . . . 618 Open Range RV Company . . . . . . . . 326 Pacific Coachworks Inc. . . . . . . . . . . 619 Roadtrek Motorhomes Inc.. . . . . . . . 601 Skyline Corporation . . . . . . . . . . . . . 636 Spartan Chassis Inc.. . . . . . . . . . . . . 227

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Exhibitors/Partners A World of Training . . . . . . . . . . . . . . 504 4523 River Close Blvd Valrico, FL 33596 P: (866) 238-9796 F: (813) 354-2677 www.aworldoftraining.com A World of Training is a hands-on training company, focused on results. We work side by side with your team, being real-world, experienced people whose job is to help make your dealership “differently better”.

Alde . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 4018 NE 112th Avenue, Ste. D5 Vancouver, WA 98682 P: (360) 608-4803 F: (360) 718-7077 www.alde.us Founded in 1949 Alde has long been the world leader in mobile comfort and luxury, bringing radiant heat, heated floors, heated towel warmers, four season comfort, hot water and much more to the RV lifestyle.

ARI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539 10850 West Park Place Ste 1200 Milwaukee, WI 53224 P: (414) 973-4380 F: (414) 973-4357 www.arinet.com ARI creates award-winning lead generation, lead management, dealer website and eCatalog solutions that help manufacturers, distributors and dealers in the RV industry Sell More Stuff! online and in-store.

ADAK Adventure Trailers . . . . . . . . . 127 404 S Riberia Street St. Augustine, FL 32084 P: (305) 970-9299 www.ADAKtrailers.com

AL-KO Axis Inc. . . . . . . . . . . . . . . . . . 540 21608 Protecta Drive Elkhart, IN 46516 P: (574) 294-6651 F: (574) 293-7093 www.al-koaxis.com Full-line domestic axle manufacturer of Rubber Torsion and Leaf Spring Axles from 500lbs. through 16,000lbs., also specializing in electric slide-out systems and a new electronic stabilization control system.

Atwood Mobile Products, LLC . . . . . 108 1120 N Main St Elkhart, IN 46514 P: (574) 264-2131 F: (574) 262-2550 www.atwoodmobile.com Atwood Mobile Products, LLC has been a world leader in designing, engineering and manufacturing appliances and chassis hardware for the RV industry for over 30 years. Another Atwood industry icon, FanTastic Vent, provides the industry standard in high-powered roof vent fans and vent covers.

ADP Lightspeed . . . . . . . . . . . . . . . . . 201 5184 Wiley Post Way Salt Lake City, UT 84116 P: (800) 521-0309 F: (801) 521-0329 www.adplightspeed.com ADP Lightspeed creates innovative dealer management solutions that help RV Dealers manage their business profitably. The LightspeedEVO solution provides parts inventory control, business process tools, sales/service/rental management, accounting solutions, CRM, customer loyalty programs, & more. AFC . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511 13085 Hamilton Crossing Blvd Ste 300 Carmel, IN 46032 P: (888) 335-6675 F: (317) 843-4890 www.AFCDealer.com AFC is one of the largest suppliers of dealer used vehicle inventory financing in North America. AFC lines of credit can be used at over 1,000 auctions as well as to finance customer trades, private party purchases and dealer wholesale purchases. Airstream Inc.. . . . . . . . . . . . . . . . 347/447 419 West Pike Street Jackson Center, OH 45334 P: (937) 596-6111 F: (937) 596-6092 www.airstream.com AIRXCEL - RV Group . . . . . . . . . . . . 521 676 Broadway Street Dayton, IN 37321 P: (316) 832-3482 F: (316) 832-3492 www.rvcomfort.com Airxcel RV Group the quality names in RV Comfort. Coleman Mach RV Air conditioners, Suburban furnaces, water heaters, ranges and cooktops, and Maxxair Fans. Web address: rvcomfort.com 42

BRONZE PARTNER Ally Financial . . . . . . . . . . . . . 419 3200 Bristol Street Ste 700 Costa Mesa, CA 92626 P: (714) 913-2697 F: (714) 913-2693 www.ally.com We build strong relationships to help RV dealers meet their business goals. Ally also provides a comprehensive portfolio of financing solutions, including retail and wholesale financing for RV dealers in the U.S. and Canada. American Guardian Group of Companies . . . . . . . . . . . . . . . . . . . . 518 PO Box 3538 Glen Ellyn, IL 60138-3538 P: (630) 790-6000 F: (630) 534-7133 www.agwsinc.com We are an innovative provider of administration services for dealers and marketers offering vehicle service agreements, limited warranties and a variety of environmental and aftermarket products across the United States. America’s RV and Marine Auction . . 327 2415 Hwy 101 S Greer, SC 29651 P: (864) 801-1199 F: (864) 801-1084 www.americasautoauction.com We offer a full spectrum of Dealers Services necessary to successfully complete the remarketing needs for both Buyers and Sellers. Here we understand the value of a customer, and know that every dealership is different with different needs.

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Auction123.com . . . . . . . . . . . . . . . . . . 441 2873 Executive Park Dr Weston, FL 33331-3528 P: (888) 514-0123 F: (954) 514-0114 www.auction123.com/RVDA Auction123 provides award-winning dealer websites, inventory management, and online marketing solutions to RV & Camper dealers. Generate leads by marketing your inventory on eBay Motors, Facebook, Craigslist, over 400 online marketplaces, and your dealership’s website. B & W Trailer Hitches . . . . . . . . . . . . 505 1216 Highway 224 Humboldt, KS 66748 P: (620) 473-3664 F: (620) 473-3766 www.turnoverball.com B&W Trailer Hitches has been building towing products since 1987. Their Turnoverball is the number one selling gooseneck hitch in America. Their popular line of fifth-wheel hitches, including the Companion, continues to grow with the addition of a rail mounted option and this year, a Companion Slider.


Exhibitors/Partners BRONZE PARTNER Bank of America Merrill Lynch 1355 Windward Concourse GA7-903-04-06 Alpharetta, GA 30005 P: (770) 774-4701 www.bankofamerica.com/rvdealer Bank of America has been a dedicated partner, problem solver and trusted advisor for more than 40 years. In addition to offering retail, floorplan and more banking options than ever before, we offer fast application turnaround and the best funding team in the industry. GOLD PARTNER Bank of the West . . . . . . . . . . 410 2527 Camino Ramon NC B07 3 AD San Ramon, CA 94583 P: (800) 843-2327 F: (402) 918-7134 www.bankofthewest.com As one of the nation’s largest providers of indirect financing for the RV market, we deliver a wide range of customized solutions such as extended first payments, inventory finance, commercial credit cards and real estate loans. Blue Ox . . . . . . . . . . . . . . . . . . . . . . . . . 421 One Mill Rd Pender, NE 68047-0677 P: (402) 385-3051 F: (402) 385-3360 www.blueox.us Blue Ox is known internationally for its quality towing products, from tow bars and baseplates, to steering control systems, supplementary brakes, carriers, weight distributing and gooseneck hitches and everything in between. Brasher’s Northwest Auto Auction . . 443 90485 Auction Way Eugene, OR 97402 P: (541) 689-3901 F: (541) 461-5926 www.brashersnorthwest.com We offer a full range of remarketing services including wholesale auctions, simulcast auctions, reconditioning, transportation and inventory financing. Brasher’s remarkets vehicles for wholesale consignors including dealers, manufacturers, banks, and finance and leasing institutions.

BRONZE PARTNER Brown & Brown Recreational Insurance . . . . . 520 PO Box 9 132 Public Square Columbia, KY 42728 P: (270) 384-5800 F: (270) 384-5400 www.reedbrothersinsurance.com www.rvainsurance.com www.gilbertrvinsurance.com www.fandiconsulting.com We are a full line insurance agency offering Commercial Insurance, Point of Sale, Personal Lines, Finance Insurance products, and training to the dealers. Four very good companies, Reed Brothers Insurance, RV America, Gilbert RV Insurance and F & I Consulting became one great organization. Carefree of Colorado . . . . . . . . . . . . . . 203 2145 W 6th Ave Broomfield, CO 80020-7114 P: (303) 469-3324 F: (303) 469-4742 www.carefreeofcolorado.com Awnings & accessories Cequent Performance Products . . . . . 442 47912 Halyard Drive Ste 100 Plymouth, MI 48170 P: (800) 632-3290 F: (734) 656-3009 www.cequentgroup.com The industry’s largest manufacturer of aftermarket towing products. Each product is engineered and tested to meet, and often exceed, the industry’s highest standards. Brands include: Reese, Tekonsha, Bulldog and Bargman. Certified Earth Friendly Technologies Corp. . . . . . . . . . . . . . . . 438 11965 Hurontairo Street Brampton, ON L6Z 0E7 Canada P: (877) 902-2730 F: (877) 275-5994 www.mouse-free.com Coach-Net. . . . . . . . . . . . . . . . . . . . . . . 321 130 E John Carpenter Frwy Irving, TX 75062 P: (800) 863-6740 F: (469) 524-5011 dealer.coach-net.com Since 1987, the Coach-Net brand has built a solid reputation throughout the RV industry earning the trust of RV manufacturers and dealers by helping them meet the demands of the RV consumer/traveler.

Coast Distribution System . . . . . . . . . 515 350 Woodview Avenue, Ste. 100 Morgan Hill, CA 95037 P: (408) 782-6686 F: (408) 782-7790 www.coastdistribution.com Coast is a leading supplier to Recreation Vehicle, Marine, Towing and Outdoor Power Equipment retailers across North America Quality Brands, Innovative Products,Broad Product Selection,Focused Customer Service, Value Conntek - Camp Power. . . . . . . . . . . . 538 2122 E Birchwood Ave Cudahy, WI 53110 P: (414) 839-1058 F: (414) 482-0220 www.conntek.com Conntek’s Camp Power line of detachable cordsets, electrical adapters, and inlets are precisely engineered to solve power compatibility issues Rv’ers face each day. See our full line at: www.conntek.com CornerStone United Inc. . . . . . . . . . . 545 1899 Tate Blvd SE, Ste. 2110 Hickory, NC 28602 P: (828) 449-1180 F: (828) 449-1180 www.cornerstoneunited.com CornerStone United Inc. is one of the leading providers of warranties, extended service contracts and Tire & Wheel program throughout the U.S. and Canada. Programs can be coupled with profit sharing or reinsurance to maximize dealer profits. Covideo by EasyCare. . . . . . . . . . . . . . 337 6010 Atlantic Blvd Norcross, GA 30071-1303 P: (678) 225-1000 F: (678) 969-7552 www.easycare.com Our video email software and easy-to-use web interface leap beyond text email, providing the needed “wow” that engages your audience. CrossRoads RV. . . . . . . . . . . . . . . 347/447 1140 W Lake Street Topeka, IN 46571 P: (260) 593-3850 F: (260) 593-2088 www.crossroadsrv.com Cruiser RV, LLC . . . . . . . . . . . . . . . . . 537 7805 North SR 9 Howe, IN 46746 P: (260) 562-3500 F: (260) 562-2210 www.cruiserrv.com

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Exhibitors/Partners Cummins Onan Generators. . . . . . . . 531 1400 73rd Avenue NE Minneapolis, MN 55432 P: (763) 574-5000 F: (763) 528-7242 www.cumminsonan.com CURT Manufacturing, LLC . . . . . . . 501 6208 Industrial Drive Eau Claire, WI 54701 P: (715) 831-8713 F: (715) 831-8712 www.curtmfg.com CURT is a leading manufacturer and marketer of top-quality towing products. The company offers American-made, custom fit receiver hitches and wiring harnesses for nearly any vehicle on the road. They also market a broad range of trailer hitches, towing systems and related accessories. Customer Service Intelligence Inc. . . . 543 PO Box 2694 Crystal Lake, IL 60039 P: (847) 639-5700 F: (847) 416-4787 www.tellcsi.com CSI’s unique and immediate phone follow up is your answer to staying on the cutting edge of what the customer demands the most today: exceptional customer service. Visit our booth #543 for details. 1-800-TELLCSI (8355274) Dealer Spike RV. . . . . . . . . . . . . . . . . . 525 6405 SW Rosewood St. Ste C Lake Oswego, OR 97035 P: (800) 288-5917 F: (800) 452-9011 www.dealerspikerv.com Dealer Spike is a world-wide digital advertising company focused on helping dealers increase sales and service profitability through online digital advertising and training. We provide beautiful, powerful, distinctive web solutions and tools to hundreds of dealers worldwide. DealerVu Corporation . . . . . . . . . . . . 612 2802 Flintrock Trace Ste 207 Austin, TX 78738 P: (512) 350-3190 www.dealervu.com The DealerVu Dealership Management System (DMS) is innovative, proven, and flexible delivering intelligence though innovation. @DEALERVU our goal is to be your most valued employee

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BRONZE PARTNER Diversified Insurance Management Inc. . . . . . . . . . . 407 400 Chisholm Place Ste 208 Plano, TX 75075 P: (800) 332-4264 F: (972) 423-5200 www.rvdealerschoice.com Diversified provides a total insurance solution to approximately 300 dealerships nationwide…including open lot, garage and all P&C lines…F&l training, products and services…even coverage for customer’s RV’s, autos and toys. Dometic Corporation . . . . . . . . . . . . . 527 9100 Shelbyville Rd Ste 120 Louisville, KY 40222 P: (954) 633-3129 F: (954) 979-4414 www.dometic.com With over 80 years in the industry, Dometic manufactures high-quality, innovative RV products. Whether you are looking for an RV Refrigerator, Air Conditioner, Awning or Toilet, Dometic is the brand you can trust. Dutchmen Manufacturing Inc.. . . 347/447 PO Box 2164 Goshen, IN 46527 P: (574) 537-0600 F: (574) 975-6274 www.dutchmen.com EasyCare RV. . . . . . . . . . . . . . . . . . . . . 337 6010 Atlantic Blvd Norcross, GA 30071-1303 P: (678) 225-1000 F: (678) 969-7552 www.easycare.com An EasyCare® extended RV warranty will help keep your RV on the road longer and reduce maintenance and repair costs. Unlike your home, your RV has a drive train and other mechanical equipment that can require repair. EverGreen RV . . . . . . . . . . . . . . . . . . . 137 10758 CR 2 Middlebury, IN 46540 P: (574) 825-2570 F: (574) 825-4299 www.goevergreenrv.com EverGreen RV produces innovative, quality, original products that stand-alone in the marketplace such as Ever-lite, SunValley, i-GO and Ascend travel trailers as well as, the new Amped toy haulers. www.GoEverGreenRV.com.

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

EverLogic . . . . . . . . . . . . . . . . . . . . . . . 319 6620 Southpoint Drive, South Jacksonville, FL 32216 P: (904) 998-4066 F: (904) 998-4166 www.everlogic.com Complete DMS Software that works with QuickBooks. Training and support provided by certified QuickBooks ProAdvisors. Stop by booth #319 to learn how to make work more enjoyable with easy to learn and use Dealership Management Software. Fairview Fittings & Mfg. Inc. . . . . . . 500 3777 Commerce Ct Wheatfield, NY 14120 P: (716) 614-0320 F: (716) 614-0329 www.fairviewfittings.com Fairview Fittings & Mfg. Inc. is a manufacturer of UL/CSA Listed LP gas regulators, hose assemblies, quick disconnects and valves for use in the RV Industry with locations in Elkhart, IN , Wheatfield, NY and Woburn, MA BRONZE PARTNER Forest River Inc 55470 County Road 1 Elkhart, IN 46514 P: (574) 389-4600 www.forestriverinc.com Forest River, founded in 1996, has manufacturing facilities throughout the Midwest and West Coast producing motorized Class A, B and C’s, travel trailers, fifth wheels, pop up tent campers, park model trailers, destination trailers, cargo trailers, commercial vehicles, buses and pontoons. Freightliner Custom Chassis Corp. . . . . . . . . . . . . . . . . . . . . 343 552 Hyatt Street Gaffney, SC 29341 P: (864) 206-8609 F: (864) 206-8120 www.freightlinerchassis.com PLATINUM PARTNER GE Capital, Commercial Distribution Finance . . . . . . . 301 500 W. Monroe Street Chicago, IL 60661 P: (800) 289-4488 F: (813) 441-8928 www.gecdf.com GE Capital, Commercial Distribution Finance has provided 34 years of RV financing and nearly $31 billion in financing in the U.S. and Canada in 2012. Visit www.gecdf.com/ or follow company news via Twitter (twitter.com/GEInventoryFin).


Exhibitors/Partners Girard Systems . . . . . . . . . . . . . . . . . . . 436 1361 Calle Avanzado San Clemente, CA 92673 P: (800) 382-8442 www.girardrv.com Girard Systems and Girard Products, LLC provide the highest quality lateral arm awnings and tank less water heaters available in today’s RV marketplace. Number One is customer service. Heartland Recreational Vehicles . . 347/447 1001 All-Pro Drive Elkhart, IN 46514 P: (574) 262-5992 F: (574) 262-5993 www.heartlandrvs.com I.C.E. Inc. . . . . . . . . . . . . . . . . . . . . . . . 104 68 Route 125 Kingston, NH 03848 P: (603) 347-3005 F: (603) 642-9291 www.icesigns.com I.C.E. Inc. is one of the nation’s leading suppliers of Electronic Message Centers (scrolling signs.) We mass produce 17 sizes to deliver the highest quality at the lowest possible price. IDS - Integrated Dealer Systems . . . 431 12339 -107 Wake Union Church Rd Wake Forest, NC 27587 P: (800) 769-7425 F: (919) 790-0682 www.ids-astra.com Integrated Dealer Systems (IDS) provides the most complete dealer management software solution for RV dealerships, Marine dealerships and Trailer dealerships. With nearly 30 years of industry experience, IDS helps hundreds of dealers across North America increase productivity, improve efficiency and drive profits. Keystone RV Company . . . . . . . . . . . . 531 2642 Hackberry Drive Goshen, IN 46527-2000 P: (574) 535-2100 F: (574) 535-2199 www.keystonerv.com Keystone RV is the number one manufacturer of travel trailers, fifth wheels, toy haulers and destination trailers in North America. We lead the industry in retail sales and include: Alpine, Avalanche, Bullet, Cougar, Cougar XLite, Energy, Fireside, Fuzion, Hideout, High Country, Hornet, Laredo, Montana, Mountaineer, Outback, Passport, Premier, Raptor, Residence, Retreat, Springdale, Sprinter, Summerland, Sidney, Terrain.

KZ RV L.P. . . . . . . . . . . . . . . . . . . . . . . 112 0985 N 900 West Shipshewana, IN 46565-9139 P: (260) 768-4016 F: (260) 768-4017 www.kz-rv.com KZRV designs products that satisfy today’s consumer and maintains exceptional product quality, value and service. KZRV manufacture’s a lineup that includes everything from a 13’ Sportsmen Classic entry level trailer to our 42’ extended stay StoneRidge FW. BRONZE PARTNER Lance Camper Manufacturing Corporation (LCMC) . . . . . . . . 221 43120 Venture St Lancaster, CA 93535 P: (661) 949-3322 F: (661) 723-5318 www.LanceCamper.com Lance Camper builds America’s favorite truck camper, ultra light-weight travel trailers and toy haulers. Lance has also won the coveted DSI award almost every year for over a decade and is about to celebrate 50 years in production. Leisure Travel Vans / Triple E RV . . . 121 301 Roblin Blvd Winkler, MB R6W 4C4 Canada P: (204) 325-4361 F: (204) 325-5241 www.leisurevans.com Triple E RV & Leisure Travel Vans is one of the largest manufacturers of Class B/B+ motorhomes with a reputation for building the best quality RV’s in the industry. LIFESTYLE Luxury Resort Vehicles. . 137 51700 Lovejoy Drive Middlebury, IN 46540 P: (574) 825-5578 F: (574) 825-5508 www.LifestyleLRV.com Life Style RV is the premier manufacturer of High End Fifth Wheels. With Full Wall Slide technology and Titan frame along with true craftsmanship and pleasing amenities you will know why Life Style RV is the Fifth Wheel you have been waiting for. Livin Lite Recreational Vehicles Inc. . . . . . . . . . . . . . . . . . . . . . 618 1025 E Waterford Wakarusa, IN 46573 P: (574) 862-2228 F: (574) 862-2202 www.LIVINLITE.com LIVIN LITE Recreational Vehicles is the premiere manufacturer of ultra-lightweight campers, utilizing all aluminum and composite construction. LIVIN LITE’s many brand names cover a wide variety of market segments from tent camper to fifth wheels.

Manheim Specialty Auctions . . . . . . . 109 6205 Peachtree Dunwoody Rd Atlanta, GA 30328 P: 1-866-MANHEIM www.manheimspecialtyauctions.com Manheim Specialty Auctions feature boats, RVs, motorcycles/powersports, and medium/heavy trucks. We are the market leader for boat and RV sales, and our guaranteed checks, titles, and documentation let you buy with confidence Marine One Acceptance Corp. . . . . . 311 5000 Quorum Dr Ste 200 Dallas, TX 75254 P: (214) 965-5000 F: (800) 379-2837 www.marineone.com A Dallas-based recreational products finance company, Marine One provides financing for RVs, boats, livestock trailers, motorcycles and Side x Sides. Marine One is a non-prime lender whose experienced in-house and regional staffs can assist with customers who have previous credit problems. Marzahn & King Consulting Inc.. . . 430 1064 Laskin Road Ste 13C Virginia Beach, VA 23451 P: (757) 227-6646 F: (757) 392-1703 www.marzahnandking.com One of the RV industry’s most respected sources for in-dealership training and consulting. Whether you have an interest in improving Sales, Sales Management, Human Resources, Hiring or Fixed Operations M&K can help you attain the next level. BRONZE PARTNER MBA Insurance Inc. . . . . . . . . 418 8383 E Evans Rd Scottsdale, AZ 85260 P: (800) 622-2201 F: (480) 946-0288 www.MBAinsurance.net MBA offers RV and Powersports rental insurance. We offer various insurance options; we provide rental contracts and the necessary forms. We also sponsor the RV Rental School, where we will instruct you in how to be successful in the rental business. Medallion Bank . . . . . . . . . . . . . . . . . . 302 1100 E 6600 South Ste 510 Salt Lake City, UT 84121 P: (801) 747-7176 F: (801) 284-7077 www.medallionbank.com Medallion Bank has served nationally the RV industry in consumer finance for the last 20 years with emphasis in non-prime retail recreation lending. Our Financing Program serves thousands of RV Dealers and Manufacturers in 47 States.

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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Exhibitors/Partners Merrick Bank . . . . . . . . . . . . . . . . . . . . 439 10705 South Jordan Gateway Ste 200 South Jordan, UT 84095 P: (888) 545-3888 F: (877) 545-6123 www.merrickbank.com Merrick Bank finances RV customers with less than perfect credit. They work with dealers nationally and have a great history of offering the best rates in the nonprime space. They pay dealer participation on every loan. The Mobile Outfitters/Lippert Components Aftermarket Solutions . . 312 11333 CR-2 Middlebury, IN 46540 P: (574) 312-6654 F: (574) 538-4380 www.themobileoutfitters.com The Mobile Outfitters is the aftermarket arm of Lippert Components. At Lippert Components, our goal is create new and exciting RV products that enhance the mobile lifestyle of our customers. Mobile Sleep Components . . . . . . . . . 547 6732 W Coal Mine Ave, #130 Littleton, CO 80123 P: (888) 468-9403 F: (866) 761-3051 MobileSleepComponents.com An extra stream of revenue! Retail RV Mattresses to your customers. No buying/ stocking inventory. Order any size or shape. We ship Fedex Ground direct to you (or your customer). MOR/ryde International . . . . . . . . . . 440 1966 Moyer Ave Elkhart, IN 46516 P: (574) 293-1581 F: (574) 294-4936 www.morryde.com Mor/ryde offers a full line of suspension systems and specialty products available to dealers through OEM’s and select distributors. Mouse Free (Certified Earth Friendly Technologies) . . . . . . . . . . . . 438 11965 Hurontario Street Brampton, ON L6Z 0E7 Canada P: (877) 902-2730 F: (877) 275-5994 www.mouse-free.com NADAguides & NADAguides.com . . 306 3186 K Airway Avenue Costa Mesa, CA 92628 P: (714) 556-8511 F: (714) 556-8715 www.nadaguides.com NADAguides, the largest publisher of pricing and information, provides the most marketreflective vehicle pricing in print, electronic 46

products, online, web services, raw data and web syndicated formats for cars, motorcycles, boats, RVs and manufactured homes. NADAguides is an alliance partner of NADA Services Corporation NCompass RV . . . . . . . . . . . . . . . . . . . 423 9694 Cincinnati - Columbus Road Cincinnati, OH 45241 P: (888) 201-2913 F: (866) 780-8627 www.pdsadm.com Extended Service Contracts, Paint & Fabric, Tire & Wheel, GAP Reinsurance Specialist. Training - In Store, 3 day Classroom Style, Monthly Webinar Training. We Specialize in Enhancing Your Finance Department’s Income. Newmar Corporation . . . . . . . . . . . . . 541 PO Box 30 Nappanee, IN 46550-0030 P: (574) 773-7791 F: (574) 773-2895 www.newmarcorp.com Northpoint Commercial Finance, LLC . . . . . . . . . . . . . . . . . . . . 533 11675 Rainwater Drive Ste 450 Alpharetta, GA 30009 P: (314) 435-4345 www.northpointcf.com Northpoint Commercial Finance is a diversified floorplan finance lender with a strong commitment to serving the MH industry. Northpoint combines experience with innovative technologies, fresh ideas, streamlined processes an unwavering customer focus. NTP Distribution . . . . . . . . . . . . . . . . 506 27150 SW Kinsman Rd Wilsonville, OR 97070-8246 P: (503) 570- 5402 F: (503) 570-5403 www.ntpdistribution.com NTP Distribution has been your partner in the RV marketplace for over 50 years. With expanded logistic capabilities, NTP can deliver all of your RV product needs within 1-2 days, damage-free, on our own fleet. Nukleus . . . . . . . . . . . . . . . . . . . . . . . . . 610 18167 US Highway 19 North #300 Clearwater, FL 33764 P: (727) 328-4062 F: (888) 841-1009 www.nukleus.com Sell more RVs faster while spending less. With just a few easy clicks, automatically publish search, display, and social ads from a centralized dashboard. Unlike branded campaigns, nukleus promotes individual RVs, resulting in higher quality leads at a fraction of the cost.

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

(Wednesday Breakfast Sponsor)

NWAN/National Automotive Experts. . . . . . . . . . . . . . . . . . . . . . . . . . 307 14955 West Sprague Road Strongsville, OH 44136 P: (877) 222-1645 F: (440) 212-7067 www.NationalAutomotiveExperts.com NWAN/National Automotive Experts (NAE) is a full product line administrator, offering the finest products to RV dealers around the country. We specialize in income development, customer retention and F&I training, in addition to custom administration. Open Range RV Company . . . . . . . . . 326 3195 N State Rd 5 Shipshewana, IN 46565 P: (260) 768-7771 F: (260) 768-7077 www.openrangerv.com Open Range RV Company builds travel trailer and fifth wheel recreational vehicles with the primary goal to obtain “MORE SPACE with LESS WEIGHT.” All Open Range products are backed by a Two-Year Limited Transferable Warranty. Pacific Coachworks Inc. . . . . . . . . . . . 619 549 Rivera St Riverside, CA 92501 P: (951) 686-7294 F: (951) 686-2133 www.pacificcoachworks.com Pacific Coachworks was founded in 2006 as a manufacturer of high quality recreational vehicles. We are committed to providing the highest quality travel trailers, fifth wheel units, and toy haulers at an unsurpassed value. Parallax Power Supply - A Division of Connecticut Electric Inc. . . . . . . . . 110 1819 W 38th St Anderson, IN 46013-1014 P: (800) 443-4859 F: (765) 608-5235 www.parallaxpower.com Parallax Power Supply is an innovative leader of quality power products for the RV industry. Parallax offers a variety of power distribution solutions for recreational vehicles. Pettes & Hesser, Ltd. . . . . . . . . . . . . . 502 9364 E Raintree Dr Ste 105 Scottsdale, AZ 85260 P: (480) 948-7889 F: (480) 948-7177 www.phltd.com Specializes in finance & Insurance aftermarket products for RV Dealerships. The speciality products include Vehicle Service Contracts, GAP, Paints Sealants, Tire & Wheel, Ding & Dent, etc with companies that have proven financial stability and excellent reputation.


Exhibitors/Partners Priority One Financial Services Inc. . . 213 742 Second Ave South Saint Petersburg, FL 33701 P: (800) 747-6223 F: (727) 822-0500 www.p1fs.com Priority One, the nation’s leading full-service retail F&I outsource company, has been serving recreational dealers since 1987 providing multiple lenders and specialized finance and insurance packages for dealers’ customers.

R. L. Polk & Co. . . . . . . . . . . . . . . . . . 209 26533 Evergreen Rd Ste 900 Southfield, MI 48076 P: (800) 464-7655 F: (248) 809-4092 www.polk.com When it comes to recreational vehicles, Polk can show you what’s selling, who’s buying and how to reach them. Polk offers complete solutions to help you analyze the vehicle market/communicate effectively with your customers and prospects.

Progress Mfg. Inc. . . . . . . . . . . . . . . . . 106 533 South 500 West Provo, UT 84601 P: (801) 377-9599 F: (801) 377-6616 www.EqualizerHitch.com Progress Mfg. Inc. has engineered and manufactured innovative towing products for over 60 years. Their brands, The Original Equali-zer Sway Control Hitch and Fastway Trailer Products are loved by customers love because of the quality and performance.

Reese . . . . . . . . . . . . . . . . . . . . . . . . . . . 442 47912 Halyard Drive Ste 100 Plymouth, MI 48170 P: (800) 632-3290 F: (800) 249-3827 www.ReeseProducts.com Reese® hitches, Sidewinder, 5th Airborne and weight distribution systems are designed and built to haul up to the heaviest of loads. Known for “Pioneering Performance,” Reese offers a complete line of towing accessories.

ProResponse Inc. . . . . . . . . . . . . . . . . . 529 8254 Northview Court Laurel, MD 20707-5881 P: (443) 414-3223 F: (800) 201-7434 www.proresponse.com You spend a lot of money to generate Internet Leads, phone, floor and show traffic only to lose deals due to a lack of consistent, professional follow up. With ProResponse all your salespeople can follow up every prospect and every customer, every time…so you sell more RVs! GOLD PARTNER Protective . . . . . . . . . . . . . . . . 401 14755 N Outer Hwy 40 Ste 400 Chesterfield, MO 63017 P: (636) 536-5704 F: (636) 536-5740 www.protectiveassetprotection.com/ Products/RV.aspx Protective Asset Protection provides F&I products and solutions focused on enhancing dealer profitability and customer satisfaction. Protective Asset Protection’s service contract program, XtraRide® , has been exclusively endorsed by the RVDA since 1992.

Roadtrek Motorhomes Inc. . . . . . . . . 601 100 Shirley Ave Kitchener, ON N2B 2E1 Canada P: (519) 745-1169 F: (519) 745-1160 www.roadtrek.com/RVDAU The #1 selling class B motorhome provides a fully self contained motorhome in a vehicle that can be driven every day. For more information, check out our website at www.roadtrek.com or email Paul Cassidy Vice-President of Sales at paulc@roadtrek.com. Robert Weed Plywood Corporation . . 313 705 Maple St Bristol, IN 46507-0487 P: (574) 848-7631 F: (574) 848-5679 www.robertweedplywood.com Robert Weed Plywood Corporation is a manufacturer and distributor of wood products to the recreational vehicle industry. Products include plywood, paneling, cabinet and countertop construction materials and more.

RV Learning Center . . . . . . . . . . . . . . 413 3930 University Drive Fairfax, VA 22030 P: (703) 591-7130 F: (703) 359-0152 www.rvlearningcenter.com The RV Learning Center is dedicated to providing dealers and their employees with innovative ways to operate RV dealerships through an array of education resources including publications, distance learning, workshops, training, and certification programs for RV dealership personnel. RV PRO Magazine . . . . . . . . . . . . . . . 425 2800 W Midway Blvd Broomfield, CO 80020 P: (303) 469-0424 Ext. 239 F: (303) 469-5730 www.rv-pro.com RV PRO provides timely, meaningful business information to RV industry professionals via our trade magazine, website, and daily eNewsletter. Each month, RV PRO magazine offers profiles on leading dealers, suppliers and manufacturers and insightful columns by knowledgeable experts. Visit www.rv-pro.com to learn more. RV Trader . . . . . . . . . . . . . . . . . . . . . . . 513 150 Granby St Norfolk, VA 23510 P: (877) 354-4068 F: (866) 443-1800 www.rvtrader.com RV Trader.com is the country’s #1 RV marketplace, with over 1 million visitors every month. RV Trader offers dealers the opportunity to reach potential buyers via the RV Trader desktop website, mobile site, iPhone app, and tablet site. RVDA . . . . . . . . . . . . . . . . . . . . . . . . . . 413 3930 University Drive Fairfax, VA 22030 P: (703) 591-7130 F: (703) 359-0152 www.rvda.org RVDA is at the forefront of dealer-manufacturer issues, state and federal legislation that affects your business, and the national GO RVing advertising campaign.

RV DealerPro Training . . . . . . . . . . . . 526 1020 Taylor Station Road, Ste. B Gahanna, OH 43230 P: (614) 471-8300 F: (614) 471-8306 www.dealerprotraining.com RV DealerPro’s exclusive Performance Driven Training builds top Customer Retention Specialists. Increasing profits by teaching them how to maximize Customer Satisfaction and Owner Retention. Our average dealer experiences a 40% increase in retail gross profit. 2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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Exhibitors/Partners RVDA-RVIA RV Service Technician Certification. . . . . . . . . . . 413 3930 University Drive Fairfax, VA 22030 P: (703) 591-7130 ext. 102 Isabel McGrath, Registrar www.rvtechnician.com The RVDA-RVIA RV Service Technician Certification Program is designed to assist the RV industry and the public in identifying those professionals who have demonstrated the knowledge and ability to satisfy established standards in RV diagnostic and repair procedures. The program tests and certifies individual technicians; not dealerships, companies, or other types of business entities. RVM Promotions. . . . . . . . . . . . . . . . . 437 4748 Edenwood Drive Fort Worth, TX 76123 P: (386) 547-8013 F: (817) 420-9144 www.rvmpromotions.com RVM Promotions is the USA’s leading provider of direct mail for independent dealers in the RV industry. Offering competitive pricing, a proven track record of performance, and the highest ROI in the industry. RVT.com Classifieds . . . . . . . . . . . . . . 207 1102-1329 Ellis St Kelowna, BC V1V 2N9 Canada P: (778) 424-5091 F: (778) 484-5096 US Address: 726 Cherry St, Ste. 160 Sumas, WA 98295 P: (800) 282-2183 www.rvt.com Drive more sales by connecting RV consumers with your inventory on RVT.com - Millions of visitors, viewing thousands of RVs for sale in the USA and Canada. Visit our booth for groundbreaking new developments and more. Segway Inc. . . . . . . . . . . . . . . . . . . . . . . 329 14 Technology Drive Bedford, NH 03110 P: (603) 222-6000 F: (603) 222-6001 www.segway.com The Segway Personal Transporter (PT) offers RV enthusiasts fun, flexible, safe mobility. It’s a green, electric, portable option for shortdistance travel - a perfect complement to an RV. Add to your adventure with a Segway PT.

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Skyline Corporation . . . . . . . . . . . . . . 636 2520 By-Pass Road Elkhart, IN 46514 P: (574) 294-6521 F: (574) 293-7574 www.skylinerv.com Since 1951, we’ve been building homes and RVs that offer solid quality, matchless value, and outstanding apppearance – that bring customers years of pride, satisfaction, and comfort. Skyline. Strength, Knowledge, Trust.

Stag-Parkway . . . . . . . . . . . . . . . . . . . . 101 PO Box 43463 Atlanta, GA 30336-0463 P: (404) 349-1918 F: (404) 349-6869 www.stagparkway.com Stag-Parkway is a company rooted in a strong RV industry tradition with a vision toward creating progressive business solutions that drive products more effectively, efficiently and profitably through the supply chain.

Snap21 . . . . . . . . . . . . . . . . . . . . . . . . . . 523 6696 Carlisle Pike Mechanicsburg, PA 17055 P: (717) 620-5015 F: (717) 918-1576 www.Snap21.com Snap21 is a social reputation creation company geared for the 21st century. Boosting your social media presence and greatly increasing customer reviews is our specialty. Reviews stream directly to your website and Facebook. Visit snap21.com.

Statistical Surveys Inc. . . . . . . . . . . . . 308 1693 Sutherland Dr Grand Rapids, MI 49508 P: (616) 281-9898 F: (616) 281-1876 www.statisticalsurveys.com Statistical Surveys is the leading provider of market data solutions for the RV industry. Our expertise and cutting-edge solutions allow customers to maximize the success of their prospecting and retention marketing efforts resulting in higher sales, lower costs, and greater returns on investment.

Sobel University . . . . . . . . . . . . . . . . . . 422 PO Box 65002 University Place, WA 98464 P: (253) 565-2577 F: (253) 565-2768 www.sobeltraining.com Affordable credited courses in Sales and Management exclusively for the RV Industry. Students learn online, your dealership and on campus while increasing productivity. Sobel University makes dealers money. Spader Business Management . . . . . . 426 PO Box 2820 Sioux Falls, SD 57101-2820 P: (605) 339-3616 F: (605) 339-4229 www.spader.com Spartan Chassis Inc. . . . . . . . . . . . . . . 227 1541 Reynolds Rd Charlotte, MI 48813 P: (517) 543-6400 F: (517) 543-7728 www.spartanchassis.com For over 35 years, Spartan Chassis platforms have been designed, engineered, and manufactured for industry leading RV manufacturers. Spartan Chassis is “The Premier Foundation” because we are strong, proven, reliable, and innovative.

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Studio5@Mudd Advertising . . . . . . . 333 915 Technology Parkway Cedar Falls, IA 50613 P: (888) 800-3202 F: (319) 859-3334 www.Studio5Mudd.com Studio5@Mudd Avertising is a full-service marketing firm that specializes in video/audio production, direct mail, print, signing, SEM, and web development, providing results and ROI for clients across the nation and globally. Systems 2000 Inc.. . . . . . . . . . . . . . . . . 522 528 S Northlake Blvd Ste 1000 Altamonte Springs, FL 32701 P: (407) 358-2000 F: (407) 358-2020 www.sys2.com Dealership Management Software company. TCF Inventory Finance Inc. . . . . . . . 315 1475 East Woodfield Rd, Ste. 1100 Schaumburg, IL 60173 P: (847) 330-5225 F: (847) 330-8883 www.tcfif.com TCF Inventory Finance Inc. (TCFIF) provides wholesale financing to RV dealers, distributors and manufacturers across North America. TCFIF also offers commercial banking and equipment financing through TCF Bank affiliates, and advisory services through The Customer First Alliance.


Exhibitors/Partners Tekonsha . . . . . . . . . . . . . . . . . . . . . . . . 442 47912 Halyard Drive, Ste. 100 Plymouth, MI 48170 P: (800) 632-3290 F: (517) 767-4707 www.tekonsha.com Tekonsha® is the industry leader and innovator in electric trailer brake controls and breakaway systems. No matter what you are towing, Tekonsha can help you stop it. Life’s a Journey. Stop Often. SILVER PARTNER Thor Industries Inc. 601 East Beardsley Ave. Elkhart, IN 46514 P: (574) 970-7460 F: (574) 970-7013 www.thorindustries.com Thor Industries…Thor is the sole owner of operating subsidiaries that, combined, represent the world’s largest manufacturer of recreational vehicles and a major builder of commercial buses. The Thor family of companies has been driving for excellence since its founding in 1980. Our total commitment to quality and our philosophy of putting our customers first has led to our continuous growth. Thor Motor Coach . . . . . . . . . . . 347/447 PO Box 1486 Elkhart, IN 46515 P: (800) 860-5658 F: (574) 584-2150 www.ThorMotorCoach.com Full line manufacturer of gas and diesel motor homes. Gas brands, Four Winds Class C, Chateau Class C, Siesta Class B+, Citation Class B+, ACE, Hurricane, Windsport, Challenger, Outlaw, Miramar Class A. Diesel brands: Tuscany, Tuscany XTE, Palazzo. U.S. Bank Recreation Finance . . . . . . 331 205 West Fourth Street, Ste 700 Cincinnati, OH 45202 P: (513) 639-6366 F: (513) 639-6065 www.usbank.com U.S. Bank Recreation Finance offers competitive retail financing programs to RV and marine dealers. U.S. Bank’s National Credit Center is headquartered in Cincinnati, Ohio with a satellite in Phoenix, Arizona.

United States Warranty Corporation . . . . . . . . . . . . . . . . . . . . . 427 6140 Parkland Blvd Ste 230 Mayfield Heights, OH 44124 P: (440) 516-2600 F: (440) 516-2604 www.uswceagle.com Extended Warranties for Recreational, Power Sports, Commercial and Golf/Utility Vehicles. A loaded F&I menu of ancillary products including Paint and Fabric Protection, GAP, Technical Support, Tire & Wheel and Roadside Assistance is also offered. UVS Junction . . . . . . . . . . . . . . . . . . . . 323 1511 East State Road 434 Ste 1005 Winter Springs, FL 32708 P: (407) 359-8878 F: (407) 542-4153 www.uvsjunction.com We are dream makers and solution providers. We don’t just host your RV website, we work with you to create exactly what you need. We build new, innovative tools to make your life easier. Velvac Inc. . . . . . . . . . . . . . . . . . . . . . . . 102 2405 S Calhoun Rd New Berlin, WI 53151-2709 P: (262) 786-0700 F: (262) 786-4101 www.velvac.com Velvac is a premier vision system supplier to the motorhome industry. Our ability to design and produce cost-effective, differentiated vision systems and components to automotive quality levels sets us apart from others in this industry. Wheeler Advertising Inc. . . . . . . . . . . 536 600 Six Flags Drive Ste 226 Arlington, TX 76011 P: (817) 633-3183 F: (817) 633-3186 www.wheeleradvertising.com Dominate your market with traditional, digital and social marketing from the RV Experts. Over 100 Nationwide clients and 26 years of experience. Leading the way through innovation and integration. Wilkin Marketing . . . . . . . . . . . . . . . . 113 5630 Limaburg Road Burlington, KY 41005 P: (859) 817-0116 F: (859) 818-0448 www.wilkinmarketing.com www.codekase.com Wilkin Marketing brings together consumers and vendors, increasing ROI. We offer complete turnkey promotions from variable data print direct mail to fully integrated,

customizable kiosk software solutions; personalized URLs, e-marketing and prize insurance. Additionally, we offer promotional products. Visit www.codekase.com for more information. Williams and Stazzone Insurance Agency Inc.. . . . . . . . . . . . . 432 99 North Atlantic Avenue Cocoa Beach, FL 32931 P: (800) 868-1235 F: (321) 868-2003 www.wsins.com Williams & Stazzone offers specialized insurance to RV Dealers - Garage Liability and RV Rental Specialists. We can also help you add RV rentals with our turnkey system (training, rental agreements, insurance). Wolters Kluwer Financial Services . . 600 100 South Fifth Street, Ste. 700 Minneapolis, MN 55402 P: (612) 656-7000 F: (612) 656-7755 www.WoltersKluwerFS.com/dealers Offering state-specific loan documentation and credit application submission tools. Our solutions address regulatory requirements and workflow needs, so that you can focus on your business. With industry-recognized brands including: AppOne® and Bankers Systems®, dealers remain in compliance, reduce operational risks, improve efficiency and become more profitable. Xantrex Technology / Schneider Electric . . . . . . . . . . . . . . . . 107 3700 Gilmore Way Burnaby, BC Canada V5G 4M1 P: (800) 670-0707 F: (604) 420-1591 www.xantrex.com Xantrex Technology, a subsidiary of Schneider Electric, designs and manufactures AC power solutions - inverters, chargers, inverter/charger combination units, battery monitoring devices and other accessories for the RV market. Zamp Solar, LLC . . . . . . . . . . . . . . . . . 519 61535 S. Hwy 97 Ste 9-421 Bend, OR 97702 P: (541) 728-0924 F: (541) 728-0624 www.zampsolar.com Zamp Solar is a major supplier of solar products and solar charging kits for the RV & Marine industry.

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The RV Learning Center Update

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he RV Learning Center provides dealers and their employees with an array of education resources, including learning guides, publications, online training, and certification programs. Thanks to ongoing support from dealers, manufacturers, and suppliers, the center is able to offer materials that help improve the RV customer experience. For more information on any of the programs below, visit www.rvlearningcenter.com. Learning Guides

Developed by The Ohio State University and RV parts and service experts, the center’s learning guides outline the tasks and skills that service and parts department personnel need. The guides include multiple self-checks and practice exercises and are available in full sets and individual sections. Full sets include a three-ring binder. Guides are also available digitally as PDF documents on CDs. Available guides: • Warranty administrator • Parts manager • Parts specialist • Service manager • Service writer/advisor Online Technician Training and Certification Preparation Courses

The RV Learning Center partners with the Recreation Vehicle Industry Association (RVIA) and the Florida RV Trade Association (FRVTA) to provide two distance learning opportunities to prepare technicians for RVDA-RVIA Technician Certification testing. When completed, each course fulfills the 40-hour continuing education recertification requirement. The sections within each program correspond to the sections in the certification test. The programs provide inhouse, mentor-led group and individual learning. Both training options require a computer with high-speed Internet access. 50

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

RVIA’s interactive Technician Certification Preparation Course was developed specifically to prepare working techs for the certification test. Tuition starts at $249 per technician, with discounts available for registering four or more individuals at one time. The registration fee gives the technician access to the course for 12 months. FRVTA’s Distance Learning Network (DLN) offers certification preparation and training on a range of other topics that are designed to improve the performance of both experienced and novice technicians, service writers/advisors, greeter/receptionists, and dealer/general managers. The subscription includes unlimited access to more than forty 90-minute training sessions, reviews, and test preparation sections. A one-year subscription costs $995 per dealership location. The subscription term runs from August 1, 2013 to July 31, 2014. Demonstrations of the two online training programs are available on request in the RV Learning Center Store, booth 413. Annual RV Dealers International Convention/Expo

The convention gives attendees a competitive edge with its comprehensive selection of workshops. This year’s education program offers 40+ sessions that offer: strategies to reach new customers through new technology; new fixed operations workshops for service and parts managers; and panel sessions that focus on advanced level information for dealers/general managers. Also, dealer-manufacturer brand committees provide dealers with a forum to discuss brand-specific issues with top management from participating companies. Only dealers who carry the specific manufacturer/brand may attend. Dealer volunteer leaders moderate the meetings. RV Learning Center Federal Regulatory Guides

The Learning Center publishes a number of compliance guides covering topics such as the identity theft “Red Flags” Rule, federal do-not-call registry, wage and hour laws, customer informa-


The RV Learning Center Update tion safeguards and privacy rules, and anti-money laundering cash reporting laws. RVDA dealer members receive one free copy and can purchase additional copies at a discount. RV Learning Center Scholarship Program

Getting an education has never been more important – or expensive. The Learning Center helps out by providing scholarship money each year to deserving college undergraduates majoring in business, finance, economics, accounting, or other RV- related subjects. This benefit is available to dealership employees (dealer principals and their families are ineligible). Scholarship applications are available for download from the Learning Center’s website in January. Alert your employees to this opportunity by downloading and posting the full-color poster. Certification Programs

The Learning Center’s certification program sets the standard for professional performance and is a symbol of excellence in the RV industry. Certification is a significant achievement for dealership personnel. It demonstrates that the individual has the knowledge, ability, and skills needed to improve the customer experience. Certification lets employees demonstrate mastery of their field. The Learning Center’s five programs were developed with assistance from The Ohio State University and subject matter experts from all areas of the RV industry. The exams’ scope and contents are based on job analysis and input from dozens of individuals working in the industry. Certifying employees is a key recommendation for improving RV customer satisfaction and loyalty. Consumers can locate dealerships with certified employees through RVDA’s online dealer locator at www.rvda.org. Available Certification Programs: • Parts manager • Parts specialist • Service manager • Service writer/advisor • Warranty administrator

Earn continuing education credit for the educational workshops you attend at the RVDA Convention/Expo. Did you know that the educational workshops you attend can be applied toward professional certification continuing education requirements? While you’re here at the convention, take a few minutes to learn more. Visit RVDA booth 413 to learn about the five professional certifications available from the RV Learning Center. Find out how you and members of your fixedoperations team can renew or achieve certification.

Certification Readiness Tests

Pre-assessments help your staff members assess their job knowledge and preparedness for a Learning Center certification, as well as help identify possible knowledge or skill gaps. Each of these automated tests takes 10 to 15 minutes to complete. Test takers receive their scores immediately. Results are an indicator of overall job knowledge, ability, and skills. Employees who score well on the readiness tests are much more likely to pass the certification exam. The cost is $25 per test, which is deducted from the test taker’s certification application/exam fee if the exam is taken within six months. People who know their jobs make more money for the company and themselves, and testing is the best way to find out how much they know. If knowledge is important to you, encourage your team to take the readiness test that’s appropriate for their position. RV Technician Magazine

The Learning Center also publishes RV Technician magazine, an online magazine that provides the latest information to assist technicians in repairing RVs. Subscribers receive six digital issues annually. Subjects include: • The latest technical information • Training and tech certification information from www.rvtechnician.com • New products and product updates • Recalls • Customer service tips • Safety issues • Advice from industry experts • A special subscriber-only website 2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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SALES SKILLS

The Art of Selling By Michael Rees

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Why do so many enthusiastic new salespeople fail to live up to their own expectations? Because they don’t understand that the art of selling is a learned skill that takes time, patience, and a strong will in order to be successful. Let’s look at this art’s basics, which include product, attitude, and work ethic. It’s imperative to be selling something people want to buy. And as a salesperson, you must have a full appreciation of that product or service. I started selling Renaults fulltime in England when I was 18. I knew for a fact that this was the best car any person could possibly drive. I believed in the product “The top salespeople I so much that I was incredulous know arrive early anyone would even look at a because there are different make. It was a lots of opportunities wonderful product, and because it was so good, I was able to sell for a hungry sales- a lot of them – about 30 a person in the form of month. customers who walk I moved to the States after into your service five years and got a job selling department.” Nissans. Boy, what a difference from Renault – and how lucky was I to stumble on products so good that I thought even more of them than I had of Renault? I soon became salesperson of

“Believe in your product – if you don’t, it may be because you don’t know enough about it. So spend time learning. You’ll never be successful trying to sell something you don’t believe in.”

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the month – 11 months in a row – and was asked to become manager. Now I was selling the best product! My point: You must have a product that you believe in, if you hope to sell it. If you don’t, it’s time for a change. Napoleon Hill said, “What the mind can conceive and believe, it can achieve.” Whether you think you can or you can’t, either way, you’re right. Along with the right attitude, enthusiasm is the ingredient every sale requires. You have to have enthusiasm about your product in order to transfer it to your customer. Once they catch it, you’re well on your way to making a sale. So how to get the right attitude? Forget the past – too many negatives – and live for the present. Focus on the positives. Don’t bring home problems to work. Pick a tree you pass on your way to work to be your problem tree. Hang your problems there in the morning; you can always pick them up on your way home.

Surprisingly, though, quite often if you have a good day at work, you’ll find that someone else has taken away your problems for you! Most salespeople fail in the work ethic department. We don’t want to work hard for results. We are – and I can say this because I am one – simply lazy. You’ve heard the saying, “Come to work to work.” What does that mean? The top salespeople I know arrive half an hour to an hour before their scheduled starting time, because there are lots of opportunities just waiting to be tapped by a hungry or aggressive salesperson. Some of these opportunities are in the form of customers who walk into your service and parts departments every day. A good salesperson recognizes these opportunities and spends time cultivating them so that when they think about buying a new RV, they don’t even think about doing business with anyone else. If you’re not in front of a customer or doing something


that will get you in front of a customer, then you need to act! Salespeople spend 20 percent of their time being productive and 80 percent being unproductive. if you could just turn that number around, just think what could happen. Actually, it does happen – this is how top salespeople operate. Use the available tools– CRM, video follow-up, Internet, phone, and one of the most forgotten, best tools ever – your sales

manager, whose primary responsibility is to make the sales team successful. To recap the basics of selling, you must remember that it’s an art and, like any artist, you must continually work on your skills. Daily practice, including roleplaying, will help with this. Find a like-minded colleague to work with. Believe in your product – if you don’t, it may be because you don’t know enough about it, so spend

time learning. You’ll never be successful trying to sell something you don’t believe in. Set your attitude – your enthusiasm is controlled by your attitude, so do what you need to do each day to maintain a positive attitude. And finally, get in front of as many potential customers as possible. If an individual just isn’t buying into you or your product, go get in front of someone else. This requires effort, so don’t

shy away from hard work. Michael Rees is president of A World of Training. He has worked in all areas of dealership management, including as a dealer partner in one of the largest dealerships in England. Since 2000, he has been a fulltime consultant and trainer. On Thursday, Oct 3, he will present “A Day in the Life of a Successful Sales Manager” from 2:45 4:00 p.m.

RVDA Salutes its Long-Term Members Long-Term Dealer Members

35 Years

40 Years

Myers RV Center Inc. Albuquerque, NM

Arlington RV Supercenter Inc. East Greenwich, RI

Campers Inn

Pierce RV Supercenter Billings, MT

Leisureland, RV Inc. East Grand Forks, MN

Rocky Mountain RV World Albuquerque, NM

Little Dealer, Little Prices Mesa, AZ

Roy Robinson Chevrolet & Motorhomes Marysville, WA

Motor Sportsland Salt Lake City, UT Tom Stinnett Derby City RV Clarksville, IN

Skyline RV & Home Sales Inc. Darien Center, NY

Byerly RV Center Eureka, MO

30 Years

Call of the Wild Inc. Oxford, ME

All Seasons RV Center Yuba City, CA

25 Years

Gag’s Camper Way Inc. Mankato, MN

Apache Village RV Center Hazelwood, MO

Buddy Gregg Motor Homes, LLC Knoxville, TN

Terrell Camping Center Inc. Terrell, NC

Gilliland Trailer Sales Inc. Columbus, IN

Beckley’s Camping Center Thurmont, MD

Clearview RV Inc. Snohomish, WA

Leo’s Vacation Center Inc. Gambrills, MD

Bison RV Center Clovis, NM

Curtis Trailers Inc. Portland, OR

Long-Term Associate Members

Northwest Campers Byron, MN

Bourbon RV Center Inc. Bourbon, MO

Guaranty Family RV Center Junction City, OR

Poulsbo RV Kent, WA

Cheek & Shockley RV’s Richmond, VA

Hills RV’s Center Conway, NH

Seven O’s RV Sales Inc. Kirkville, NY

Colerain Trailer Center Cincinnati, OH

Holman Motors Inc. Batavia, OH

Tom Raper Inc. Richmond, IN

Crestview RV Center Buda, TX

M & M Camping Center Trenton, MI

Van Boxtel RV and Auto Green Bay, WI

Fourwinds of America Maroa, IL

Major’s RV Service Center Bourne, MA

General RV Center Wixom, MI

Marlin Ingram RV Center Montgomery, AL

Indian Valley Camping Center Souderton, PA

Northern RV Center Inc. Quinnesec, MI

Sunland RV Las Cruces, NM

30 Years Gulf Stream Coach Inc. Nappanee, IN RVDA of Alberta Edmonton, Alberta Skyline Corporation Elkhart, IN

25 Years Outpost RV Direct Mail Marketing St Petersburg, FL Thor Motor Coach Elkhart, IN

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The Changing Dynamics of the RV Purchaser By Barry Siskind

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I used to tell a story in my workshops about the time my wife and I went shopping for a car. We were a two-vehicle family attempting to replace my wife’s car. We walked into a showroom and were greeted by a salesman. We clearly stated what we were looking for and whose car it was to be. Yet, with this information in hand, the salesman addressed all his questions to me. I corrected him more than once, letting him know that I would not be the primary decision maker or driver. Yet he continued to talk to me as if it were some ritual of male bonding and that somehow I would respond positively and help him clinch the deal. Ultimately, we left the dealership without buying and continued shopping until we found a salesman who understood who the real buyer was and addressed her concerns. Much has happened since then. One of the biggest differences is the changing demographic of vehicle purchasers. According to a Ford marketing survey, women buy 45 percent to 50 percent of all new cars and influence up to 80 percent of all automotive purchases. Those women buyers are interested in more than color and make-up mirrors – they focus on technology, back-up

mirrors, airbags, and warning systems. They’re also keenly interested in the automotive communications systems that allow them to stay in touch with their family, job, and friends. It’s not a huge leap to assume that if the profile of the automobile buyer has changed, the same phenomenon is happening with other large-ticket items such as houses, boats, and recreational vehicles. The focus on women buyers is an important and timely conversation as the 2013-14 RV selling season gets underway. Salespeople will be meeting couples and singles at trade shows and in their showrooms who are interested in buying for the first time or upgrading their RV. The salespeople who are savvy enough to understand women’s importance in the buying decision will be those who excel in their quotas. Maybe you’re thinking, “That’s not me – there’s no way I wouldn’t give both genders equal attention.” Maybe that’s true and maybe it’s not. Making a commitment to real personal growth requires an honest look at who you are and what you do and a desire to improve. Getting rid of old stereotypes isn’t easy. But for those who are really committed to change, there is no better time and place to practice new skills than your industry trade show when there are lots of potential buyers under one roof

for a short period of time. Working at a show is not the Here are a few pointers that same as working in a will help you make the shift: showroom. It requires a special set of skills. Come Management prepared. Think about the support questions you’re going to ask Managers have a crucial and your response to the answers. Role-play with role to play in helping staff colleagues who will provide understand the change in you with honest feedback. demographics. If you yourself are perpetuating old The closest thing there is to a perfect salesperson is myths and stereotypes, if you’re standing by the water someone who wakes up each morning asking him or cooler telling off-color and insensitive jokes, it’s time to herself how to be even better. Barry Siskind, president of adjust your behaviour. International Training and Before your employees Management Company, is a attend a trade show, give trade and consumer show them updated statistics on expert and author of seven who is buying RVs and best-selling books, including what these purchasers are looking for. Conduct a pre- “Powerful Exhibit Marketing.” He is the commushow briefing that focuses on developing the sensitivity nity manager of UFILive, a blog for the global exhibit assothat’s needed to talk to ciation UFI. On Wednesday, either gender with respect Oct. 2, he will present and the knowledge of what “Establishing Benchmarks and they are looking for. Program Indicators” from Staff readiness 9:45-11:00 a.m., “Strategies to Double Your Show Results” Participating in a trade from 2:45-4:00 p.m., and show is hard work – the “Creating a Winning Display: sheer number of people you Turn Your Parts display into a meet can be overwhelming. Visual But it can be an excellent training ground for new atti- Experience” from 4:15-5:30 p.m. tudes and approaches.

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COMPLIANCE

Time for Dealers to Take a Serious Look at ECOA Compliance By Chip Zyvoloski

I “The CFPB has made it clear it means business in ensuring that dealers provide fair access to credit, and that indirect lenders are not absolved of responsibility if violations are uncovered.”

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In recent months, there’s been increased scrutiny of what takes place behind the walls of finance departments across dealer verticals. Earlier this year, the Consumer Financial Protection Bureau (CFPB) published a bulletin on indirect auto lending and compliance with the Equal Credit Opportunity Act (ECOA), giving guidance on lender accountability when dealers commit pricing discrimination. Since then, there’s been much discussion about what kind of enforcement the CFPB could exert over dealers, who generally fall outside its supervisory jurisdiction. But actions that the CFPB is pursuing against banks make clear that lenders’ participation in loan pricing decisions or setting buy rates will subject them to compliance scrutiny under ECOA. Since lender relationships are one of the most critical components of a successful dealership, it’s important for dealers to protect those relationships. The CFPB’s position is that when an indirect lender such as a bank, credit union, or finance company offers to purchase a retail sales contract from a dealer for a certain rate BEFORE closing, it influences the dealer’s credit decision and terms with the buyer. In ECOA terms, the CFPB believes the indirect lender “participates in the decision to extend, renew, or continue credit.” As a result, the

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

CFPB concluded that the indirect lender’s role in the dealer loan origination process can make it a “creditor” subject to ECOA regulations. In doing so, the CFPB established the expectation that indirect lenders who participate in or influence credit decisions must comply with ECOA’s fair lending requirements, and any lenders who participate in or influence loan pricing decisions or buy rates that have a discriminatory impact will be violating the law. The clear tension is that indirect lenders generally don’t expect or intend their preclosing communications with dealers to be anything other than an offer to purchase a described transaction. Dealers are generally thought to be completely responsible for making all decisions about whether to extend credit to potential buyers and on what terms. From an indirect lender’s perspective, it is not responsible for the dealer’s credit analysis and decisions, and it does not have any ECOA responsibility for the dealer’s contract origination. As a result, indirect

lenders may not be performing any due diligence on dealer ECOA compliance programs. Based on the CFPB’s guidance, a dealer’s ECOA failure may now become the indirect lender’s failure. A focal point of the CFPB’s analysis is the practice of dealer rate mark-ups. Arguably, an indirect lender encourages the practice by accepting dealer contracts that were closed at a rate higher than the indirect lender’s offer and compensating the dealer in some way for the increase. If dealers are marking up contracts in a way that violates ECOA, it may also become the indirect lender’s ECOA violation. Given this recent scrutiny, it’s a good time for dealer finance departments to review their practices to ensure ECOA compliance, especially as it applies to dealer mark-up and compensation policies. Use this checklist as a guide to comply with the dealer rate mark-up practices: • Do you have a well-defined policy and management program to ensure fair lending compliance? Does it


include training for any employees involved in credit transactions, regular monitoring, and compliance review of lending policies?

account for any perception of problematic or prohibited decisionmaking practices? •

• Do you communicate your policies and expectations for ECOA compliance to all your employees and have a process in place to review • fair lending policies to identify potential fair lending violations? • Do you have well-defined markup and compensa• tion policies? Do you have transparency to your lenders with access to these policies and procedures through the loan review process? • • Do you monitor pricing disparities so you can

practices are uncovered?

scrutiny by state or federal It may be challenging to regulators. Moreover, they will be better able to assure establish and manage lenders seeking reassurance compliance policies and that the contracts they’re Do you conduct regular procedures for monitoring purchasing won’t result in analyses of your loan practices in rate mark-ups, regulatory enforcement. pricing data for potential but recent action by the Chip Zyvoloski is a senior disparities on a prohibCFPB has made clear that it attorney for Walters Kluwer ited basis resulting from means business in ensuring Financial Services’ indirect your markup and that dealers provide fair lending business, which compensation policies? access to credit, and that monitors legislature that Do you conduct a regular indirect lenders are not affects the RV, auto, and absolved of responsibility if assessment of how you marine finance and dealer violations are uncovered. are positioning and markets. On Friday, Oct. 4, marketing credit products That means heightened he will present “ECOA pressure from your lenders to your customers? Compliance 101: What You about how well you adhere Do you have a defined Need to Know and Why You to the tenants of fair course of action to pursue Need to Care” from 7:45lending. corrective measures if 9:00 a.m. and “CFPB Dealers who take the discrepancies or dispariGuidance and Rate Markups” issue seriously and can ties are discovered within from 9:15-10:30 demonstrate ECOA compliyour dealership? ance to their lenders will be a.m. Contact What are your policies in a better position to defend him at Chip. Zyvoloski@ for compensating affected their business in case of WoltersKluwer.com. consumers if prohibited

VISIT US IN BOOTHS 337/447 & 618

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Teach This Amazingly Simple but Effective Sales Technique By Paul H. Webb

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You know the alphabet, but I’ll bet you can’t say it backwards. Why? Because you learned it in order. Why do our customers say, “I want to think about it”? Because they’re confused! And who confuses them most of the time? We do, by failing to take things in order. Here’s a technique that will eliminate the confusion. It will get your customers to say “yes” or “no” instead of “I want to think about it.” It’s all about sequencing, or selling to customers in order. Sequencing is one of the most effective techniques in selling and is extremely easy to do. It will eliminate most instances of customers needing to “think about it.” First, you make a list of the customer’s needs, writing them

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down in the order your customer gives them to you. Better yet, have him write the list – people find it hard to argue with their own list. If the customer doesn’t know what he or she wants, this will help them focus and get on track. Ask the customer, “What do you feel is important in a recreation vehicle?” When they respond, “It has to be a fifth wheel,” write that down – it’s now your primary selling focus.

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

“Is there anything else,” you ask. “Yes,” says the customer, “It has to sleep four adults comfortably.” Continue writing down what they feel they need from the RV. Then – Never take the list out of order. Let’s say the customer wants a fifth wheel, the ability to sleep four, and a central vacuum. When you start showing units to the customer, the first thing you’re going to show him is a fifth wheel. Once you sell the customer on the fifth wheel design, go to the next item on the list – the ability to sleep four adults. Continue with this process down the list. Always present the features and benefits in the same order that the customer gave them to you – it eliminates confusion in the customer’s mind and the

chance he might say, “I want to think about it.” This technique makes it much easier to bring the customer to a buying decision. Paul H. Webb is the CEO / founder of Paul Webb Training / WebbVT, (www.PaulWebbTraining.com ) an automotive performance improvement company. He consults with OEMs, 20 Groups, conventions, dealer groups, individual dealerships, F&I companies, and others. On Thursday, Oct. 3, he will present “Grow Your Leadership & Management Skills” from 1:152:30 p.m., “Customer Service or ‘Am I Selling?’” from 2:45-4:00 p.m. and “Advanced Business Communications” from 4:15-5:30 p.m.


“Take Five” – A Front-Line Technique to Jazz Up Your People By Paul H. Webb

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Dave Brubeck changed traditional jazz structure by introducing five beats per measure in his famous jazz classic, “Take Five.” Unique approaches can pay off in both music and management. As RV managers, we follow the daily and monthly beat of swings in profits and losses. Each day we have the ability to give “sound” advice to the people we manage. This article addresses the age-old issue of managing co-workers through feedback on performance, or making noise that inspires and motivates. Each day in the dealership, we have the opportunity to coach and inspire. It’s all about the timing, and the pace of the day’s activities can cause us to forget to give feedback on

performance. This contributes to the number one reason workers give in exit interviews for why they’re leaving the company: “I just don’t know where I stand – no one tells me how I’m doing.” Surveys have shown that eight out of 10 people say that no one ever thanks them or appreciates what they do. Our days are full with earlymorning commutes to work, meetings that last too long, cumbersome reports, and recurring petty issues. We forget our most important duty as managers – to lead through example and inspire others. Here’s an idea – take inspiration from Brubeck and “Take Five” minutes to coach and compliment workers and staff members every day. That will get the tempo,

pace, and sweet sounds of success back on the right track. As you go about your daily routine, take another tip from the song and carry a nickel in your pocket to remember the five-minute rule. You can practice the “this is how you’re doing, and I’m glad you’re doing it” employee review in the hallway, by the vending machines, at the morning coffee machine, or in your office by using these three sentences:

we forget to pay attention to the top producers, assuming that the rewards of money are enough to sustain them. So remember to carry a nickel every day to remind yourself. If you’re the dealer, have a manager’s meeting, read this article, and give everyone a nickel as a reminder. Paul H. Webb is the CEO / founder of Paul Webb Training / WebbVT. On Thursday, Oct. 3, he will present “Grow Your Leadership & Management How are things going? Skills” from 1:15-2:30 p.m., I appreciate your efforts. “Customer Service or ‘Am I Thanks for your contribution. Selling?’” from 2:45-4:00 p.m. and “Advanced Business The manager of a large RV dealership was shocked when her Communications” from 4:155:30 p.m. top sales producer quit without warning. Was recognition the missing ingredient? Sometimes

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VIDEO COMMUNICATIONS

The Right Way to Get Results with Video By Michael DeLong

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“Video evokes emotion. Studies show that consumers respond to personalized video more often and more favorably than they do to dry, text-based emails.”

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If you aren’t using video the right way, you could be driving customers away and losing them to other dealerships. Today’s customers depend on computers, smartphones, and tablets to stay connected. They have immediate access to information from a variety of sources. Communications are on demand. Video on the Web has created a visual frenzy. The way to communicate with them is through innovative video techniques with unique content that’s been tailored specifically for this powerful medium. Dealerships recognize that the effective use of email is a must when communicating with customers. It’s not just the speed of the response to an email, though, but the quality of the response that enhances the chance of a sale. No email, even with its bold-typed words and colorful graphics, can ever replace the passionate voice inflections of face-to-face interactions. If you apply video to an email, your message can now be personalized, more engaging, and more in line with what tech savvy customers expect. Video is engaging and evokes emotion. Studies show that consumers respond to personalized video more often and more favorably than they do to dry, text-based emails. Even if you’re using video on your website or in your emails,

2013 RV DEALERS INTERNATIONAL CONVENTION/EXPO

don’t assume that you have the situation handled. Some dealers tell me that they’ve got video on their websites and think that’s all they need to do. Others say, “We’ve got a video link in our emails,” and think they’ve done all they can to capture the ‘now customer.’ But the fact is, if you’re not using video the right way by controlling the way your message is viewed, your efforts may be backfiring. You may actually be driving customers away. In my workshop, I’ll show what to avoid with video, using specific errors found on actual dealer websites. I’ll point out common pitfalls and the top five mistakes to avoid when using video on your website, emails, and social networking platforms. And I’ll show how to integrate video into all of your dealership communications, marketing, and advertising – not just the traditional

places, like email and enewsletters, but also places you might not have thought of, like business cards and Craigslist. If you’re still relying on older, traditional forms of communication to reach your customers, you’re probably not connecting with the “now customer.” If you think that simply posting a link to a pre-packaged video on a website like YouTube will reach them, you’re still not quite there. To reach the “now customer,” you must learn how to utilize video to its fullest potential and get your customers involved. If you do, you’ll be ahead of your competition! Mike DeLong is national brand manager for Covideo. He will present “Execute Your Video Initiative Strategy: How to Apply Innovative Video Techniques” on Thursday, Oct. 3, from 1:15 2:30 p.m.


Online Training with FRVTA’s

DISTANCE LEARNING NETWORK FRVTA–RV Learning Center Partnership

supplier-specific advanced repair and troubleshooting classes designed to upgrade technicians’ skills. Completion of these classes qualifies for recertification hours. Classes are available 24/7 throughout the program year, providing maximum flexibility.

$995 per year for each dealership location. Over 50 sessions available, 24 hours a day, seven days a week, with full access to training through July 31, 2014. The DLN offers your dealership: • • • • •

Onsite training Group training No travel time or expenses Self-determined pace One fixed price of $995 for the subscription term

• Service Writers/Advisors – This three-hour program is valuable for both new staff and experienced personnel preparing for the RV Learning Center’s Service Writer/Advisor certification. • Greeters/Receptionists – This 50-minute session is suitable for all employees who need customer service skills. It includes a final exam and certificate of completion.

The DLN offers online training for:

• RV Technicians – The certification prep course helps technicians get ready for the certification exam. • Dealers/GMs – This program features important Your subscription includes unlimited access to more topics for management, including lemon laws, LP gas than 50 training sessions, reviews, and test preparalicensing issues, and the federal Red Flags Rule. tion sections. Also included are manufacturer- and

DEALERSHIP REGISTRATION Company Name: ____________________________________________________________________________________________ Address: ____________________________________________ City:________________________ State: ____ Zip: __________ Phone: ______________________________________________ Fax: __________________________________________________ Mentor Name: ________________________________________________________ Phone: ______________________________ E-mail (at dealership) : __________________________________________________ Fax: ________________________________

**High speed Internet access required. RVIA service textbooks not included** _____ location(s) at $995 each = payment due: $__________________ (select payment method below)

PAYMENT METHOD

Note: prices are subject to change without notice. Complete lower section and mail or fax to:

Florida RV Trade Association, 10510 Gibsonton Drive, Riverview, FL 33578, (813) 741-0488, Fax: (813) 741-0688

q

PAY BY CHECK OR MONEY ORDER

q

PAY BY VISA OR MASTERCARD

Name on Credit Card: ______________________________________________________________________________________ Card Number:__________________________________________________ Security Code: _________ Expires: ____________ Card Billing Address: ________________________________ City:________________________ State: ____ Zip: __________ Card Holder Signature: ______________________________________________________________________________________

For more information, call (386) 754-4285 or go to www.fgc.edu/rv-institute.aspx

2013 expo

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RVDA Endorsed Products Certified Green RV Program TRA Certification Inc. www.tragreen.com aleazenby@trarnold.com Phone: (800) 398-9282 Fax: (574) 264-0740 TRA, the leading third-party green certification company, through its “Certified Green RV Program,” measures, evaluates, and certifies RV manufacturers and verifies vendors for energy efficiency and environmental friendliness. This program empowers dealers to guide environmentally-conscious consumers in making better-informed decisions about their RV purchases, leading to increased customer satisfaction. –––––––––––––––––––––––––––––––––––––––– Credit Card Processing Bank of America Merchant Services https://rvdealer.bankofamerica.com jay.machamer@bankofamericamerchant.com (678) 784-0567 Bank of America Merchant Services offers RVDA members an annual savings averaging 10-to-15 percent on each Visa and MasterCard swipe transaction. Advanced equipment provides fast authorization, around-the-clock support, and improved funds availability for those with a depository relationship with the bank. –––––––––––––––––––––––––––––––––––––––– Disability Income Insurance/ Paycheck Protection Benefits American Fidelity Assurance Company www.afadvantage.com steve.bolinger@af-group.com (877) 967-5748, Ext. 8699 Dealerships can provide disability insurance to provide security for a portion of an employee’s paycheck in the event they are unable to work due to a covered accident or illness. –––––––––––––––––––––––––––––––––––––––– Emergency Roadside and Technical Assistance Coach-Net www.coach-net.com dealersales@coach-net.com (800) 863-6740 Coach-Net provides emergency roadside and technical assistance solutions to RV dealers throughout the U.S. and Canada and for many RV and chassis manufacturers, RV clubs, and customer membership groups. Coach-Net provides dedicated service using over 150 employees with advanced communications technology tools combined with an extensive database of more than 40,000 service providers. The company employs trained Customer Service Agents and RVDA-RVIA/ASE Master Certified Technical Service Agents. –––––––––––––––––––––––––––––––––––––––– Employee Testing Caliper Corp. www.calipercorp.com Ralph Mannheimer rmannheimer@calipercorp.com (609) 524-1214

For nearly a half-century, Caliper has consulted with over 25,000 companies on improving every aspect of their workforce – from hiring and selection to employee development and succession management. Starting with accurate, objective insights our consultants gain from our time-tested personality assessment, the Caliper Profile, we are able to help our clients reduce the high cost of turnover, help first-time managers excel and create solutions that are tailored, practical and adaptable. Whether you are looking to hire top performers, develop talent, build teams or transform your organization, we can help. –––––––––––––––––––––––––––––––––––––––– Extended Service Agreements XtraRide RV Service Agreement Program www.protectiveassetprotection.com (800) 950-6060, Ext. 5738 The XtraRide RV Service Agreement Program is offered through the Asset Protection Division of Protective Life Insurance Company. The program has been exclusively endorsed by RVDA since 1992. The XtraRide programs and F&I solutions bring dealers increased profit opportunities while providing quality protection for their customers. Protective is dedicated to providing the RV industry with superior products and services given its ability to underwrite, administer, and market its own programs. –––––––––––––––––––––––––––––––––––––––– Health Insurance Mass Marketing Insurance Consultants Inc. (MMIC) http://www.mmicinsurance.com/RVDA/ quotes@mmicinsurance.com (800) 349-1039 MMIC contracts nationally with a number of health insurance companies to provide a wide variety of benefits. MMIC creates a customized insurance program best suited for individual dealerships. Coverage is available to individual members and those firms with two or more employees. With group coverage, all active fulltime employees are eligible. Spouse and dependent children under age 19 (23 if fulltime student) are also eligible. The cost of the coverage for the RVDA program may be paid in whole by the employer or shared with the employees. However, the employer’s contribution must be at least 50% of the total cost. –––––––––––––––––––––––––––––––––––––––– Lead Qualifier Program Customer Service Intelligence Inc. (CSI) www.tellcsi.com bthompson@tellcsi.com (800) 835-5274 The Scene: High Inventory-Low Sales. The Need: MORE SALES-New methods to meet circumstances. The Solution: CSI’s Lead Qualifier Program. How it Works: Your sales leads are sent to CSI immediately following: initial contact with your sales staff – either in the showroom or by phone, website contact,

Go RVing leads, and anywhere else you might acquire leads. CSI then makes a personal phone call to each lead, captivating their attention before your competitor does and establishing impressive rapport. We will uncover the prospect’s initial impression of your dealership and staff; fully qualify the lead including exact needs and time frame for purchase; and provide you with their DEAL MAKER. –––––––––––––––––––––––––––––––––––––––– Pre-owned RV Appraisal Guidance N.A.D.A. Appraisal Guides & NADAguides.com www.nada.com lsims@nadaguides.com (800) 966-6232, Ext. 235 The N.A.D.A. RV Appraisal Guide is an essential tool for dealers needing to determine the average market value for used RVs. A new online program, RV Connect, is also available that provides updated RV values, creates custom window stickers for both newer and older RVs, and more. These products are all available at the RVDA “members only” rate. –––––––––––––––––––––––––––––––––––––––– Propane and Propane Supplies Suburban Propane www.suburbanpropane.com sholmes@suburbanpropane.com (800) 643-7137 Suburban Propane offers discounts to RVDA members on propane along with attractive and safe equipment for refilling most any propane cylinder, 24-hour service, on-site “Train the Trainer” instruction for dealership personnel, signage, and a periodic review of filling stations by experienced safety experts. –––––––––––––––––––––––––––––––––––––––– RVDA/Spader 20 Groups Spader Business Management www.spader.com info@spader.com (800) 772-3377 RVDA/Spader 20 Groups managed by Spader Business Management help dealers improve their management skills, recognize market trends, and solve problems. The groups include non-competing dealers who share experiences to develop best practices. –––––––––––––––––––––––––––––––––––––––– Shipping Discounts PartnerShip, LLC http://partnership.com/79RVDA sales@PartnerShip.com (800) 599-2902 The RVDA Discount Shipping Program, managed by PartnerShip, provides RVDA members with substantial shipping discounts. RVDA members who enroll in the free program will save on small package shipments with FedEx and less-than-truckload (LTL) freight shipments with UPS Freight and Con-way Freight. Visit www.PartnerShip.com /79rvda for more information and to enroll.

Visit www.rvcareers.org RV dealers can access resumes and post job openings through a partnership with Boxwood Technology at www.rvcareers.org.

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RVDA of Canada Endorsed Products Anti-Theft Traceable Etched Glass Program Industrial Alliance Insurance and Financial Services Inc.-SAL (IA-SAL) www.iasal.ca Kevin Calladine, Regional Vice President - Sales: 306-230-2682 –––––––––––––––––––––––––––––––––––––––––––––––––

Appearance Protection Industrial Alliance Insurance and Financial Services Inc.-SAL (IA-SAL) www.iasal.ca Kevin Calladine, Regional Vice President - Sales: 306-230-2682 –––––––––––––––––––––––––––––––––––––––––––––––––

Creditor Insurance Industrial Alliance Insurance and Financial Services Inc.-SAL (IA-SAL) www.iasal.ca Kevin Calladine, Regional Vice President - Sales: 306-230-2682 –––––––––––––––––––––––––––––––––––––––––––––––––

Group Benefit Program Federated Insurance Company of Canada, A Northbridge Financial Company www.federated.ca Western Canada: Daniel Saindon: 1-800-665-1934 Eastern Canada: Mauro Di Tullio: 1-800-361-0790

Merchant Payment Processing Service NXGEN Canada (formerly PayLogec Merchant Services) www.elavon.com Don Andrews: 604-541-8781 or 866-288-1587 ext 101 Sandy Salmon: 778-838-6052 or 866-288-1587 ext 104 –––––––––––––––––––––––––––––––––––––––––––––––––

Property & Casualty Insurance Federated Insurance Company of Canada, A Northbridge Financial Company www.federated.ca Burnaby, BC Edmonton, AB Calgary, AB Regina/Saskatoon, SK Winnipeg, MB London, ON Mississauga, ON Laval, QC Atlantic Region

800-939-7788 800-661-8617 800-342-9157 866-291-0523 800-665-1934 800-461-3117 800-387-5953 800-361-0790 800-361-0790

RV Retail Financing RBC Royal Bank www.rbc.com National George Steinsky: Western Canada Dave Stefanuk: Quebec & Atlantic Region Mathieu Gagnon:

416-313-8361 780-892-5710 514-219-8280

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RVDA/Spader 20 Group The Spader Companies www.spader.com info@spader.com 1-800-772-3377 –––––––––––––––––––––––––––––––––––––––––––––––––

Warranty Industrial Alliance Insurance and Financial Services Inc.-SAL (IA-SAL) www.iasal.ca Kevin Calladine, Regional Vice President - Sales: 306-230-2682 –––––––––––––––––––––––––––––––––––––––––––––––––

Web and Internet Services RVHotline www.rvhotline.com 1-866-642-2343

Take Advantage of Your RVDA Websites The RVDA and RV Learning Center websites are the dealership employee’s complete online resources. These innovative, interactive websites provide easy access to the critical resources that assist dealers and their employees in running the dealership efficiently and effectively. Visit both sites to download fact sheets on dealership best practices or the latest retail statistics, search the listings of training opportunities, and purchase CD-ROMs, publications, videos, or webcasts to enhance your dealership’s knowledge. RVDA member dealerships and any of their employees can have 24/7 access to most of RVDA’s dealer specific information (broken down by department).

Make www.rvlearningcenter.com and www.rvda.org your first source for all dealership information.

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RVDA Salutes its Convention/Expo Media Partners RVDA would like to thank the following media partners for their support of dealers and the RV Dealers International Convention/Expo: company.

RV Pro Magazine

RV Business Magazine

RV Daily Report

www.rv-pro.com

www.rvbusiness.com

www.rvdailyreport.com

RV Pro Magazine is providing print and online promotional support and is the official video production

RV Business Magazine is providing RV Daily Report is providing online print and online promotional support. promotional support.

Advertisers Index Page Diversified Insurance AFC Booth 511 Management Inc. (888) 335-6675 . . . . . . . . . . . . . . . 23 Booth 407 (800) 332-4264 . . . . . . . . . . . . . . . . 3 Ally Financial Booth 419 GE Capital, Commercial (714) 913-2697 . . . . . . . . . . . . . . . 39 Distribution Finance www.ally.com Booth 301 USA (800) 289-4488 American Guardian Canada (800) 387-5916. . . . . . . . . . 5 Warranty Services www.GECDF.com Booth 518 (855) 400-0186 . . . . . . . . . . . . . . . . 7 Manheim Specialty Auctions www.agwsinc.com Booth 109 (866) MANHEIM . . . . . . . . . . . . . . 19 Bank of the West www.manheimspecialtyauctions.com Booth 410 (800) 843-2327 . . . . . . . . . . . . . . . 13 Marine One Acceptance Corporation Brashers’ Northwest Booth 311 Auto Auction (800) 262-8734 . . . . . . . . . . . . . . . 58 Booth 443 www.marineone.com (800) 905-3901 . . . . . . . . . . . . . . . 67 www.brashersnorthwest.com NCompass RV Booth 423 Coach-Net (513) 515-5379 . . . . . . . . . . . . . . . 25 Booth 321 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Open Range RV www.dealer.coach-net.com Booth 326 (260) 768-7771 . . . . . . . . . . . . . . . 65 www.openrangerv.com 66

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Protective Booth 401 (888) 274-5104 . . . . 15 & Back Cover RL Polk & Company Booth 209 (800) GO-4-POLK. . . . . . . . . . . . . . 14 Skyline Corporation Booth 636 . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 www.skylinerv.com Spader Management Groups Booth 426 (800) 772-3377 . . . . . . . . . . . . . . . 18 www.spader.com Thor Industries Booth 347/447 . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Williams & Stazzone Insurance Agency Inc. Booth 432 (800) 868-1235 . . . . . . . . . . . . . . . 24 Xantrex Technology Booth 107 (604) 551-9154 . . . . . . . . . . . . . . . 21



RV Dealers International Convention/Expo Onsite Program