TABLE OF CONTENTS GENERAL DEALERSHIP OPERATIONS PAGE 2 - 6 SALES MANAGEMENT
PARTS AND ACCESSORIES
PAGE 8 - 9
PAGE 10 - 14
FINANCE AND INSURANCE
(ALSO SEE GENERAL DEALERSHIP OPERATIONS)
MAGAZINES AND PERIODICALS
RV SERVICE TEXTBOOKS (PUBLISHED BY RVIA)
PAGE 17 - 19
For updates and more information, visit www.rvlearningcenter.com, www.rvda.org, or www.rvtechnician.com
GENERAL DEALERSHIP OPERATIONS
FEDERAL REGULATORY GUIDES Federal Wage and Hour Laws: Understanding Federal Minimum Wage and Overtime Laws and Changes to the Fair Labor Standards Act- A Federal Regulatory Guide This guide provides advice to RV dealerships on the basic requirements of the Fair labor standards act (FLSA). RVDA Member Price: $25.00 Non-member Price: $40.00 ITEM # 00DP Cash Reporting: Form 8300, the IRS & Anti-money Laundering- A Federal Regulatory Guide Summarizes laws and other IRS rules that cover cash reporting and money laundering. It also contains a number of RV-specific examples of potential transactions, sample forms to use in dealerships, and an example of a completed IRS Form 8300. The guide is a valuable tool for RV dealers and their employees as they manage sales transactions. The IRS has dramatically increased its enforcement of cash reporting laws and use of this manual can help RV dealers achieve full compliance with these regulations. RVDA Member Price: $25.00 Non-member Price: $40.00 ITEM # 00DB Do Not Call Registry: Federal Rules and Business Compliance- A Federal Regulatory Guide This manual will explain how the “Do Not Call” registry pertains to RV dealers whose employees solicit customers by phone in regards to scheduling appointments, discussing the purchasing of an RV, and similar calls. RVDA Member Price: $25.00 Non-member Price: $40.00 ITEM # 00DC Privacy Rules: Dealer Obligations When Sharing Customer Information- A Federal Regulatory Guide This Federal Regulatory Guide covers the Federal Trade Commission’s (FTC) Privacy Rule and helps dealers and their employees understand their responsibilities when collecting customer information. RVDA Member Price: $25.00 Non-member Price: $40.00 ITEM # 00DH FTC’s Safeguards Rule: Dealer Obligations to Protect Customer Information- A Federal Regulatory Guide This Federal Regulatory Guide covers the FTC Safeguards Rule and assists dealers and their employees in understanding their responsibilities when collecting and maintaining non-public, personal information about a customer. RVDA Member Price: $25.00 Non-member Price: $40.00 ITEM # 00DD
GENERAL DEALERSHIP OPERATIONS Cash Management Web Seminar Series Recording Let the RV Learning Center bring the competitive advantage to your dealership with an affordable and efficient web seminar recording. This CD offers recordings of the cash management seminar three-part series and includes three hours of audio, synchronized with PowerPoint. Here’s a breakdown on what each session of the web seminar covers: Session 1: 10 Secrets to Dealership Financial Success • 10 secrets successful dealers practice that help make their dealerships profitable. • Steps you can take to improve your cash position right away. Session 2: Cash Uses and Resources • Practical ideas and tactics you can use to create a cash reserve in your business. • How to quickly improve your dealership's cash flow performance. Session 3: Budgeting and Forecasting • How to use an Excel spreadsheet to model monthly and daily cash flow reports. Note: a daily and monthly Excel cash flow template is included on the CD. About the presenter: Stephan King is a certified public accountant and partner of Moss Adams LLP. Stephan is a popular speaker at the RV Dealers International Convention/Expo and writes for RV Executive Today.
RVDA Member Price: $99.00
Non-member Price: $139.00
ITEM # 01WMA
GENERAL DEALERSHIP OPERATIONS How to Value an RV Dealership Written in non-technical language, this manual will give dealers a head start on valuing their dealerships and provide information, which allows an informed review and analysis of a valuation done by others.
RV Dealers Safety Guide This guide covers how to develop safety procedures, prevent common injuries, and provides tips on how to set up a comprehensive safety program inside the dealership. The 24page guide also includes six ready-to-use forms that can help dealers determine if they are improving workplace safety.
RVDA Member Price: $50.00 Non-member Price: $100.00 ITEM # 00DE
RVDA Member Price: $10.00 Non-member Price: $16.00 ITEM # 00DK
Improve Sales by Rebuilding or Renovating Your Dealership: Facility Layout Considerations This manual, written by Chuck Marzahn, details the thought processes and planning concerns involved in building a dealership from the inside out. It includes sample floor plans and photos of dealerships.
Safeguards Rule Compliance Kit (Dealers Only) Prepared by the Association of Finance & Insurance Professionals and distributed through the RVDA Education Foundationâ€™s RV Learning Center, this handy kit provides the resources needed to become compliant with the Federal Trade Commission rule.
RVDA Member Price: $75.00 Non-member Price: $125.00 ITEM # 00DF
Single location dealerships: $495.00 ITEM # 00DA
Reduce Turnover to Sell More As with all businesses, the RV industry is cyclical, and employee turnover fluctuates as well. This manual, transcribed from a workshop by Joe Lescota at the 1999 RV Dealers International Convention/Expo, will show you how to retain your employees to keep your customers.
Weight and Tire Safety Handbook (Dealers Only) This handbook gives an understanding on how to care for tires and properly weighing units. Through illustrations and comprehensive descriptions, it gives you the knowledge to do it correctly yourself. Single location dealerships: $24.95 ITEM # 00DI
RVDA Member Price: $40.00 Non-member Price: $55.00 ITEM # 00DJ
GENERAL DEALERSHIP OPERATIONS
RV ADVANTAGE POSTERS AVAILABLE! RV Vacation Cost Comparison Posters Full color, 11"x17" posters with information on the affordability of RV vacations compared to other types of vacations.
Set of 10 Price: $12.49 ITEM # 02VP Set of 25 Price: $23.49 ITEM #02VP1
RV Vacations Are Green Posters Full color, 11"x17" posters with information on how "green" RV travel is when compared to other forms of travel.
Set of 10 Price: $12.49 ITEM # 002RG-RV Set of 25 Price: $23.49 ITEM # 002RG-RV1
SALES MANAGEMENT The Selling Cycle Do you want to increase sales, improve customer satisfaction, and get more done with less? “The Selling Cycle” by Jan Kelly illustrates how you can do just that. From prospecting for new customers to providing a worldclass delivery, Jan provides you with innovative ideas that increase customer satisfaction and boost your bottom line.
Turning Your Sales Force into Sales Consultants Includes practical advice on building trust, strategies for using a “feature-benefit” selling process, and proper responses to customer “getaway” stories. The manual also features a sample RV customer profile form that can help salespeople better understand what kind of RV is the best fit for the customer.
RVDA Member Price: $25.00 Non-member Price: $40.00 ITEM # 01SK
RVDA Member Price: $25.00 Non-member Price: $40.00 ITEM # 01SL
How to Give Exceptional Customer Service This exceptional DVD series from noted author and trainer Lisa Ford provides training for frontline employees who serve today’s more sophisticated and educated customers. The eight-volume, four disc set covers topics such as: • How customers define quality service • The seven essentials customers want • Anticipating and solving problems • Going beyond good service to exceed expectations • Developing an emotional connection with the customer
The Personality Qualities of a Top RV Salesperson What are the qualities that distinguish the very best RV salespeople at your dealership? This study reveals the qualities dealerships should be looking for in their salespeople. These include persuasiveness, personality, problem solving, and personal organization skills. This is crucial reading for sales managers. RVDA Member Price: $10.00 Non-member Price: $16.00 ITEM # 01SC
RVDA Member Price: $399.95 Non-member Price: $599.95 ITEM # 06F
Increasing Customer Satisfaction This manual outlines valuable strategies for improving customer satisfaction such as: the eight rules of the team approach, empowering employees to take ownership of problems, and anticipating the customer’s needs. The manual also features an RV customer service checklist that dealerships can use to evaluate their current customer satisfaction techniques.
Lead Management 101: Building Your Business Through Effective Lead Management This manual will discuss how you can create a steady stream of prospects, even during slow sales periods. RVDA Member Price: $20.00 Non-member Price: $35.00 ITEM # 01SB
RVDA Member Price: $25.00 Non-member Price: $40.00 ITEM # 01SA
PARTS AND ACCESSORIES RV PARTS MANAGER AND PARTS SPECIALIST LEARNING GUIDES These publications cover appropriate areas needed to successfully complete both the Parts Specialist and Parts Manager Certification Exams. Parts Specialist Learning Guide (Contains Sections A-D and H-I) Your Parts Specialist will learn: • Merchandizing, Marketing, & Selling • Inventory Management • Administrative Duties • Professionalism RVDA Member Price: $299.00 Non-member Price: $419.95 HARD COPY ITEM # 04PL CD-ROM ITEM # 04PM
Parts Manager Learning Guide (Contains Sections A-I) Your Parts Manager will learn all of the above, plus: • • •
Creating a Customer Service Culture Human Resource Management Financial Management
RVDA Member Price: $399.00 Non-member Price: $559.95 HARD COPY ITEM # 04PA CD-ROM ITEM # 04PM
INDIVIDUAL SECTIONS: RVDA Member Price: $59.95
Non-member Price: $85.95
A. Merchandise the Store ITEM # 04PH
D. Sell Parts and Accessories ITEM # 04PK
B. Market Parts and Accessories ITEM # 04PG C. Manage Parts Inventory ITEM # 04PF
E. Manage Customer Relations ITEM # 04PC F. Manage Human Resources ITEM # 04PE
G. Manage Financial Resources ITEM # 04PD H. Perform Administrative Tasks ITEM # 04PI I. Pursue Professional Development ITEM # 04PJ
PARTS AND ACCESSORIES
AFTERMARKET MANUALS Volume I: Visual Merchandising, Pricing, Signs, and Packaging Valuable tips and common-sense advice on the all-important visual aspects of merchandising-and how to best capitalize on them. RVDA Member Price: $28.50 Non-member Price: $43.50 ITEM # 04AA
Volume II: Retail Operations and Merchandising A detailed overview on retail operations including suggested store maintenance techniques, case studies in retail strategy. Also, how best to deal with catalog and discounter competition. RVDA Member Price: $28.50 Non-member Price: $43.50 ITEM # 04AB
Volume III: Planning Your Store Renovation and Layout Addresses step-by-step procedures to renovate your RV store in simple easy to understand language â€” at minimal cost. RVDA Member Price: $28.50 Non-member Price: $43.50 ITEM # 04AC
Volume IV: Advertising, Promotion, and Service Department Helpful guidelines on image enhancement, direct mail programs, desktop publishing, and methods for building revenue through the service department. RVDA Member Price: $28.50 Non-member Price: $43.50 ITEM # 04AD
SERVICE MANAGEMENT RV WARRANTY ADMINISTRATOR LEARNING GUIDES These comprehensive learning guides provide the knowledge required for service managers to excel in their jobs and prepare for the certification exam. Your Warranty Administrator will learn: • Process Open/Closed Repair Orders • Process Warranty Claims, Parts, and Payments • Maintain Customer and Manufacturer Relations • Perform Administrative Activities • Pursue Training and Professional Development RVDA Member Price: $249.00 Non-member Price: $349.00 HARD COPY ITEM #06WA CD-ROM ITEM #06WB-CD
INDIVIDUAL SECTIONS: RVDA Member Price: $59.95 A. Process Open/Closed Repair Orders ITEM # 06WAA B. Process Warranty Claims, Parts, and Payments ITEM # 06WAB
Non-member Price: $85.95
C. Maintain Customer and Manufacturer Relations ITEM # 06WAC D. Perform Administrative Activities ITEM # 06WAD
E. Pursue Training and Professional Development ITEM # 06WAE
SERVICE MANAGEMENT RV SERVICE MANAGER LEARNING GUIDES These comprehensive learning guides provide the knowledge required for service managers to excel in their jobs and prepare for the certification exam. Your Service Manager will learn: • Manage Service Department Work Flow • Provide Customer Service • Generate Service Department Revenue • Review Administrative Reports • Manage Human Resources • Supervise Support Staff • Train Service Department Staff • Promote Public Relations • Perform Administrative Activities RVDA Member Price: $399.00 Non-member Price: $599.95 HARD COPY ITEM # 081 CD-ROM ITEM #08B
INDIVIDUAL SECTIONS: RVDA Member Price: $59.95 A. Manage Service Department Work Flow ITEM # 081MS B. Provide Customer Service ITEM # 081PC C. Generate Service Department Revenue ITEM #081GS
Non-member Price: $85.95
D. Review Administrative Reports ITEM # 081RA E. Manage Human Resources ITEM # 081MH F. Supervise Support Staff ITEM # 081SS
G. Train Service Department Staff ITEM # 081TS H. Promote Public Relations ITEM # 081PP I. Perform Administrative Activities ITEM # 081PA
SERVICE MANAGEMENT RV SERVICE WRITER/ADVISOR LEARNING GUIDES These comprehensive learning guides provide the knowledge required for service writers/advisors to excel in their jobs and prepare for the certification exam. Your Service Writer/Advisor will learn: • Satisfy Customer Requirements • Coordinate Customer Appointments • Maintain Daily Operations • Coordinate Technician Workload • Coordinate With Other Departments • Participate in Professional Development RVDA Member Price: $299.00 Non-member Price: $419.95 HARD COPY ITEM # 061 CD-ROM ITEM #06B
INDIVIDUAL SECTIONS: RVDA Member Price: $59.95 A. Satisfy Customer Requirements ITEM # 06SL B. Coordinate Customer Appointments ITEM # 06CC C. Maintain Daily Operations ITEM # 06MD
Non-member Price: $85.95 D. Coordinate Technician Workload ITEM # 06CT E. Coordinate With Other Departments ITEM # 06CW F. Participate in Professional Development ITEM # 06PP
10th Edition Service Management Guide The updated and expanded Service Management Guide offers over 100 pages of average work unit times for the most basic service functions performed by competent RV technicians. The Service Management Guide covers times for electrical wiring, air conditioners, refrigerators, accessory installation, water heaters, furnaces, and many other service operations. It also offers all new service check sheets that provide a valuable reference for service managers and technicians. The Service Management Guide is available in CD-ROM, as well as print.
Manual or CD-ROM Only: RVDA Members: $164.95 Non-members: $330.00 MANUAL ITEM # 05MD
Manual & CD-ROM: RVDA Members: $275.00 Non-members: $550.00 CD-ROM ITEM# 05ME
BOTH ITEM# 05MF
SERVICE MANAGEMENT RV Damage Repair Estimator 4th Issue This manual helps dealership service personnel prepare more accurate and organized estimates for repair. It covers many areas of RV accessory repair and replacement due to collisions, water leaks, or age of the unit. The sections create a comprehensive handbook providing information on topics including exterior and interior body, moldings and trim, windows and doors, appliances and power sources, accessories, and much more. RVDA Member Price: $199.00 Non-member Price: $239.95 ITEM # 05MG
Overfilling Protection Device (OPD) Poster This poster, developed by the National Propane Gas Association, is laminated and weatherproof and can be mounted outside or in your shop. RVDA Member Price: $14.00 Non-member Price: $20.00 ITEM # 05MH
FINANCE AND INSURANCE (ALSO SEE GENERAL DEALERSHIP OPERATIONS) IRS Tax Deductibility Decals (50 TOTAL) This decal sticker describes the requirements for using the interest on your RV loan as a tax deduction.
RVDA Member Price: $26.00 Non-member Price: $54.00 ITEM # 02FB
IRS Tax Deductibility Posters This poster outlines the requirements for using the interest on your RV loan as a tax deduction and refers to the specific U.S. tax court case. This poster is an excellent reference to use when selling an RV to customers that finance. RVDA Member Price: $1.00 Non-member Price: $2.00 ITEM # 02FA
RENTAL OPERATIONS Rental Operations Manual Whether dealers wish to improve their existing rental operation, or are considering starting a rental department, this manual will provide information to help them make the right business decisions.
How to Operate a Successful RV Rental Program Using Consigned Vehicles Provides six ways to profit from a consignment RV rental operation, and includes tips on selecting the appropriate type of fleet vehicles, setting rental rates, staffing, and advertising.
RVDA Member Price: $150.00 Non-member Price: $250.00 ITEM # 03RB
RVDA Member Price: $15.00 Non-member Price: $25.00 ITEM # 03RA
MAGAZINES AND PERIODICALS RV Executive Today This monthly publication focuses on hot topics that are affecting dealers and the RV industry. It includes articles directed specifically to Dealer/General Managers, Sales Managers, Service/AfterMarket, Rentals, Finance & Insurance, and Parts & Accessories.
RV Technician Online magazine delivered six times a year via e-mail, featuring printable PDFs in color and grayscale, a flipbook option, and a subscribers-only website. The magazine includes technical and educational material for RV service technicians and AfterMarket personnel.
RVDA Member Extra Copy Price: $30.00* Non-member Price: N/A ITEM # 06PC
RVDA Member Price: $39.95* Non-member Price: $49.95* ITEM # 06PD *Prices Subject to Change
RV SERVICE TEXTBOOKS (PUBLISHED BY RVIA) (BULK RATES AVAILABLE FOR SIX OR MORE INDIVIDUAL TEXT BOOKS AND SETS)
SAVE $200 RV Service Textbooks Published by RVIA are Available as a 16 Manual Set! Also Available on CD-ROM (Basic Electricity and Welding Manual are not on CDROM, but included in your order) Price: $399.00 BOOKS ITEM# 81TA CD-ROM ITEM# 81TB
Basic Electricity Provides a thorough introduction to the basic principles of electricity by covering topics such as what electricity is, how it is produced, how it is used, and how it is measured; AC and DC electricity and circuits; and generators and motors.
Generators Covers the installation, maintenance and repair of RV generators, the generator section and control system. This includes inspecting, maintaining and repairing generator components and verifying battery voltage, fuel source and pressures, engine operation, output voltage and frequency, and governor operation.
Price: $26.95 ITEM # 81TC
Price: $39.95 ITEM # 81TE
Brake Suspension & Towing Systems Defines, identifies, and explains all major facets of brake suspension and towing systems.
Price: $39.95 ITEM # 81TD
Introduction to RV Service Provides an introduction to the RV industry, the various types of RVS and their structural characteristics and systems, the basic tools utilized by RV technicians, and safety in the RV workplace. Summaries of industry codes and standards and RV technician job classifications are also included as well as basic information on using RV service manuals. Developing and demonstrating solid customer relations and record keeping skills are also addressed. Price: $19.95 ITEM # 81TF
RV SERVICE TEXTBOOKS (PUBLISHED BY RVIA) (BULK RATES AVAILABLE FOR SIX OR MORE INDIVIDUAL TEXT BOOKS AND SETS)
RV Air Conditioning Covers the installation, repair, and replacement of air conditioning and heat pump units, including verifying airflow, assessing the integrity of the electrical system, and evaluating the integrity of refrigerant systems.
RV Hydraulics Defines and explains RV hydraulic systems.
Price: $39.95 ITEM # 81TJ
Price: $39.95 ITEM # 81TG
RV Electrical Systems Provides instruction on performing AC and DC voltage systems inspections and tests; servicing AC and DC power sources; servicing wiring/distribution systems; and maintaining, repairing and inspecting AC and DC devices. Price: $49.95 ITEM # 81TH
RV Plumbing Systems Provides instruction on performing fresh water systems tests; inspecting and repairing fresh water storage tanks, distribution systems, and fixtures and devices; performing waste water systems tests; and inspecting, repairing and replacing waste holding tanks and drainage piping systems. Price: $39.95 ITEM # 81TK
RV Heating Systems Covers installation, repair, and replacement of RV heating systems, including gravity, pilot, and DSI (direct spark ignition furnaces). Topics examined include verifying propane gas pressure and electrical voltage; inspecting and cleaning burner, pilot, exhaust tube and air intake; troubleshooting the sequence of operation; repairing and replacing various furnace components; inspecting and correcting ducting and return air. Price: $39.95 ITEM # 81TI
RV Pre-Delivery Inspection Introduces and explains the many important steps in inspecting the RV before delivering to the customer, including checking propane gas systems, pre-testing all appliances and accessories, testing and inspecting the AC and DC electrical system; checking safety items, lighting, window roof molding seals, and wiper blades; checking and lubricating doors; visually inspecting fluid levels; servicing batteries, inspecting belts and hoses; visually inspecting chassis; checking lug nuts and tire pressure; testing water supply and drainage systems; and conducting a test drive. Price: $39.95 ITEM # 81TL
RV SERVICE TEXTBOOKS (PUBLISHED BY RVIA) (BULK RATES AVAILABLE FOR SIX OR MORE INDIVIDUAL TEXT BOOKS AND SETS) RV Preventive Maintenance Examines what services to perform for preventative maintenance, including checking propane gas systems; servicing and adjusting appliances; testing G.F.C.Is; winterizing and dewinterizing coach; checking safety items; checking and lubricating doors; checking exterior lights; checking window roof molding seals; changing oil and filter on power plants; checking wiper blades; visually inspecting fluid levels; servicing batteries; inspecting belts and hoses; changing chassis oil and filter and lubricating chassis; changing transmission oil, filter and gasket; visually inspecting chassis; checking lug nuts and tire pressure; flushing and refilling cooling system; and performing a test drive.
RV Refrigerators Provides instruction on the installation, repair, and replacement of absorption refrigerators (manual and automatic selection). This includes verifying proper venting, AC and DC power sources, propane gas pressure, and leveling; diagnosing and replacing electric and gas components; diagnosing and replacing the cooling unit; diagnosing, repairing and replacing the internal ice maker components; and performing function tests. Price: $39.95 ITEM # 81TP
Price: $39.95 ITEM # 81TM
RV Propane Gas Systems Provides instruction on inspecting and maintaining propane gas containers and fittings; inspecting and maintaining regulators; inspecting and maintaining the piping system; performing propane gas system tests; purging and filling containers; transferring propane gas from container to container; and burning off propane gas in a container. Price: $49.95 ITEM # 81TN
RV Water Heaters Covers the installation, repair, and replacement of RV water heaters -- Pilot, DSI (direct spark ignition), and Electric. Topics addressed include inspecting ignition systems, verifying gas pressure; troubleshooting the sequence of operation, repair, and replacement of various components; draining and flushing the water heater and inspecting fittings for calcium deposits; checking fittings on the tank; inspecting and replacing the water tank; and checking lines and valves for motor aide. Price: $39.95 ITEM # 81TQ
RV Ranges & Cooktops Provides instruction on the installation, repair, and replacement of ranges and ovens. This includes verifying gas pressure; verifying grate clips installation; checking lines and fittings; repairing and replacing components; verifying range burners are not affected by operation of force air furnace or other appliances; and performing function test.
Welding Describes the types of welding, including oxyacetylene gas welding/cutting; arc welding; MIG welding; TIG welding and plasma cutting/welding; outlines safety procedures; and shop gear. Price: $16.95 ITEM # 81TR
Price: $39.95 ITEM # 81TO
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Education Foundations Catalog of Materials