the Front Row

The official publication of the Washington State Independent Auto Dealers Association

September/October 2019

Back to School

Take-Aways from Education Fairs East & West

Customer Buying Motivations Beware Flood Damaged Vehicles PLUS...

Why One-Man Dealerships Need a CRM

Outstanding Auctions. Signature Events.

Auburn, WA

FRIDAY • SEPTEMBER 13 • 9:00 AM

FRIDAY • OCTOBER 4 • 9:00 AM

Enjoy barbecued salmon in the lanes and compete in our post-sale salmon toss!

The McConkey Auction Group family tradition celebrates it’s 65th year.

Spokane, WA

SEPTEMBER 18 - 2:00 PM | SEPTEMBER 19 - 9:00 AM

OCTOBER 16 - 2:00 PM | OCTOBER 17 - 9:00 AM

Steak kabobs served in the lanes while you buy during Thursday’s sale!

The multi-sale event continues with authentic moose sandwiches in the lanes while you buy.

JOIN US AT DAA NORTHWEST EVERY THURSDAY AT 9:00 AM, AND IN SEATTLE EVERY FRIDAY AT 9:00 AM

DAA NORTHWEST | Spokane, WA KCI KANSAS CITY | Kansas City, MO DAA SEATTLE | Auburn, WA mcconkeyauctions.com

SPOKANE, WA daanw.com

AUBURN, WA daaseattle.com

All information subject to change without notice

September|October 2019

The official magazine of the

WASHINGTON STATE INDEPENDENT AUTO DEALERS ASSOCIATION 707 Auburn Way South Auburn, WA 98002 T: 253-735-0267 | F: 253-804-0844 staff@wsiada.com WSIADA.COM AJ Hamedian, Board President Excellent Choice Auto Sales, LLC aHamedian@yahoo.com

Randy Fletcher, President Emeritus

In-N-Out Auto Sales | inandoutwa@gmail.com

Emil Scarsella, Board Treasurer

Town & Country Auto Sales | E.Scarsella@hotmail.com

J.T. Curry, Board President Emeritus

Motors Northwest | JT_Curry@motorsnorthwest.com

Contents

Ken Williamson, Board President Emeritus John’s Auto Mart, LLC | JohnsAutoMart@msn.com

George Henson, Chapter President – North Cascade Walker Motor Works | HarvestVision21@msn.com

Andrew Drager, Chapter President – North Sound Drager’s International, Inc. | Andrew_Drager@mac.com

Butch Lindstrom, Chapter President – Tri Cities All Star Motors | julie@all-starmotors.com

John (Buck) Tinsley - Chapter President – Vancouver Buck’s Family Auto Brokers | TakeOnPayment@gmail.com

Vacancy - Board Secretary Vacancy - Board Vice President Vacancy - Chapter President – South Sound Vacancy - Chapter President – Yakima WSIADA STAFF

Todd C. Elliott, Executive Director Colette Eilers, Receivables/Payables Rick Olson, Education Manager Jason Ludwig, Marketing Coordinator Mila Froman, Membership Manager Jill Guest, Spokane Store Manager

PUBLISHER

Sygnifi Networks SmartDealer@sygnifi.com ©Copyright 2019 WSIADA

MEMBER

2 | Membership Benefits 4 | Events Calendar 5 | Executive Director’s Message 7 | Education Fairs East & West 11 | Scholarship Recipients 12 | Back to Basics: Discover Your Customers’ Dominant Buying Motivation 13 | Auction Listings 14 | Why One-Man Dealerships Need a CRM as Much as the Big Guys 16 | Membership Updates 18 | Warning Signs of Flood Damaged Vehicles 19 | Fifty Dangers and Opportunities 21 | Continuing Ed: Read & Respond 23 | WSIADA Membership Form 24 | Service Provider Directory the Front Row | wsiada.com | September/October 2019 |

1

Washington State Independent Auto Dealers Association

Dealer Membership Benefits Protect the interests of your dealership AND support the auto industry in Washington State!

ADVOCACY ❏

Dealer Advocate Line*

❏

Legal Support through WSIADA partner law firm

❏

Industry protection by WSIADA’s lobbyist

❏

Exclusive Legislative updates

EDUCATION ❏

Continuing Education & Sales Training

❏

Compliance Training

❏

Dealer Productivity Training

❏

Discounted attendance at annual WSIADA Education Fair East or West

SPECIAL FEATURES ❏

NIADA membership included

❏

Subscription to the Front Row magazine included

❏

Membership may be billed montlhy or annually**

❏

10% off Products available through WSIADA stores and wsiada.com

❏

One-stop shopping for everything you need to manage and promote your dealership, including marketing materials, signage, forms, stationery and much more.

❏

Custom Orders on marketing products you need at prices you can afford!

❏

$5000 in Auction Discounts at: DAA (NW and Seattle), Manheim (Seattle and Portland), Copart, Adesa (Seattle and Portland), IAA, CTM Unlimited, Copart, Kaman, and Ehli***

❏

Leadership opportunities

ADDITONAL BENEFITS ❏

Mac Ruddell Scholarship (Exclusive to dealer families!)

*Recent dealer advice resulted in $5000 saves on one dealer transaction. **Education related products not eligible for billing option. ***Auction cards have no actual cash value. Lost cards will not be replaced. Cards may be picked up during normal business hours from WSIADA main office, ADESA Seattle, DAA Seattle, DAA Northwest or Manheim Seattle.

20180813

Email membership@wsiada.com | Fax 253.804.0844 | Phone 253.735.0267 2 | the Front Row | wsiada.com | March/April 2019

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Events Calendar Title Workshops

Chapter Meetings

OCT 03, 9am . . . . . . . . . . . . Auburn

Vancouver

TUE OCT 01 | 12 - 2 pm Manheim Portland 3000 N Hayden Island Drive Portland, OR 97217

OCT 14, 2pm . . . . . . . . . . Spokane NOV 07, 9am. . . . . . . . . . . . Auburn DEC 05, 9am . . . . . . . . . . . . Auburn

Education Fairs East | JUL 21, 2020 (date tentative)

Doubtree by Hilton 322 N Spokane Falls Ct., Spokane WA 99201

Spokane

MON OCT 14 | 7 - 9pm Hilton Garden Inn Spokane Airport 9015 US-2, Spokane 99224

West | THU AUG 20, 2020 Location TBD

Tri-Cities

MON OCT 21 | 7 - 9 pm Clover Island Inn 435 N Clover Island Drive, Kennewick 99336

Yakima

TUE OCT 22 | 7 - 9 am Hilton Garden Inn 401 Yakima Avenue, Yakima 98901

North Sound

MON OCT 28 | 7 - 9 pm Dragers International Classics 18805 Aurora Ave. N., Seattle 98133

North Cascade

TUE OCT 29 | 7 - 9pm Hampton Suites, Burlington 98233

South Sound

MON NOV 04 | 7:00 - 9am Griot’s Garage 3333 S. 38th St., Tacoma 98409

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4 | the Front Row | wsiada.com | September/October 2019

EXECUTIVE DIRECTOR’S MESSAGE

Back to School!

T

here has been quite a bit of confusion regarding the recently announced change to the out of state sales tax exemption program.

Let me simplify. There was no change in the statute regarding out of state sales, whether delivery was at your dealership, or via delivery. In most cases, delivery means via 3rd party trucking company. However, if you physically deliver a vehicle, maintain the appropriate proof in your deal jacket. Think about it this way, to be eligible for the exemption you need 3 sets of documents for either method of delivery.

In-State Delivery (customer drives the vehicle off your lot) requires the following forms plus the supporting documentation that each form requires.

1. Buyers Affidavit, 2. Sellers Certificate of In State Delivery 3. copy of 3-day trip permit Out of State Delivery (You ship or deliver the vehicle out of state. DOR calls this a foreign sale, however, don’t confuse it with Exporting!)

1. Buyers Affidavit of out of state delivery 2. Sellers certificate of out of state delivery 3. Copy of bill of lading, or proof of dealer delivery What did change is the requirement that all other products purchase by out of state customers now require sales tax. Customers can then ask the State of Washington for a refund via a form available from the DOR. Sales tax is the same rate you charge for in state vehicle purchase less the 0.03% vehicle surcharge.

Welcome the Annual Education Issue.

We bought a new bus this year and were able to get it in a brilliant shade of green. Drives my team nuts!

We have included articles from Associate Members Selly Automotive and Shepard and Shepard. Always interested in original educational content from Associate Members and Dealer Members who have a powerful pen and a story to tell.

This issue includes the last of our 50/50 series, “50 Ways to Steal and 50 Dealer Directives” Don’t miss the farewell photo of Mike McGoughy, our retiring Spokane Store Manager on page 15.

Finally, we are entering the Fall Chapter meeting season.

We are planning a detailed recap of the Education Fair, for those dealers unable to make it to Spokane or Tacoma. We have a couple new Chapter Presidents in North Cascade (George Henson) and TriCities (Butch Lindstrom). If you have any special agenda items to include, please contact your Chapter President. Where we still need Chapter Presidents (North Sound, South Sound and Spokane) you can contact me directly. Let me know if you, or dealers you know are interested in serving. It is a great way to give back and to help your fellow dealers. After all, they are competitors, but they are also trading partners. Their good deeds or mistakes can shape customer perceptions of everyone!

Jason and Rick Recap Ed Fair West and East respectively.

We include a special photo section on our 2019 Mac Ruddell scholarship recipients.

This is the issue for our membership update. We only include recent renewals and new members, so do not be alarmed if your dealership is not on the list…this time.

The list is broken down by Chapter. Be sure to reach out to the new members red!

Watch out for those school buses, and happy selling!

Todd C. Elliott, WSIADA the Front Row | wsiada.com | September/October 2019 |

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6 | the Front Row | wsiada.com | May/June 2019

Education Fairs

B

igger, better, and boasting record-breaking attendance, WSIADA’s 2019 Education Fairs hosted dealers from across Washington State for a day of relevant, up-to-date industry information.

Spokane

S

pokane was once again the city that hosted the 24th Anniversary Rock & Roll sale at DAA Northwest and also the annual Education Fair East for the Independent Auto Dealers on the Eastern side of Washington state.

There were some changes this year, as there were previous years: a new venue, new speakers, a couple of our 2019 Mac Ruddell Scholarship awardees attending and much more. We nearly doubled attendance from 2018.

Our new venue was the Doubletree

by Hilton Hotel in downtown Spokane. The size of the presentation room within the Grand Ballroom area was cozy compared to the previous location but allowed our attendees to spread out comfortably as the day began.

Attendees were greeted by WSIADA staff members Mila Froman and Rick Olson, receive their name badges, their goodie bag and a continental breakfast before our first speaker.

Bob McConkey, CEO of DAA Northwest, kicked off the event with discussions about DAA Northwest, their history and the Rock & Roll Sale.

Attendees were treated to a video

of other dealers, vendors and staff from DAA Northwest reviewing their experiences with the auction and the concert sale.

Management and Autozone.

During the afternoon, the Department of Licensing and Department of Revenue Prior to Bob’s presentations were both informative departure, Todd and allowed the awardees to Elliott presented ask questions that would help DAA Northwest with both departments with what the first “Associate Independent Auto Dealers are Member Support” doing on a daily basis, what award from WSIADA changes may be required and for the support that his more. After the conclusion of the auction had given to the Association event, the attendees joined WSIADA and Independent Auto Dealers at a reception with more of the throughout the years.

Doubletree’s outstanding food and After a brief break, our beverages. second speaker from Over half of those in attendance Selly Automotive’s earned their dealership the required CEO, Zach Klempf, five hours of Continuing Education for discussed the their license renewal. benefits of a strong Based on the feedback from the Customer Relationship attendee’s, we will most likely return Management to the Doubletree Hilton Spokane for (CRM) system in addition to other the next Spokane Education Fair East topics that would drive sales for in 2020. We will implement many of the Independent Auto Dealers. Mr. the requested changes, including Klempf has also presented to several leaning on Marc Worthy to get us of the state IADA’s and NIADA. a representative from the Attorney Todd Elliott presented General’s office.

Shepard & Shepard Business Solutions own Todd Shepard with the Associate Member Support plaque for their support of the Association.

Jeremy Williams discussed the WSIADA Covera program with the attendees before the break for lunch.

Mac Ruddell Scholarship awardees Alexa Chambers and Jacob Delger were presented a certificate and as well as a giant check. They spoke to the dealers about their goals for college and thanked the Association for the scholarship.

With all of our Education Fairs, lunch is provided by the venue along with the opportunity to speak with the Associate Member booths such as Shepard & Shepard Business Solutions, Selly Automotive, Ries

Tacoma

O

f the nearly 160 dealers who attended either the East- or West-side event, almost 120 were at Tacoma’s Lemay Car Museum for Education Fair West.

The draw could perhaps be attributed to the strong lineup of presenters speaking on a variety of relevant topics. Talks on selling to

CONTINUED NEXT PAGE

the Front Row | wsiada.com | September/October 2019 |

7

CONTINUED FROM PREVIOUS PAGE

for dealers or, in many cases, what it doesn’t mean.

“If we’re talking about selling a vehicle, nothing has changed from prior to the legislation change,” Krous said, noting that the vehicle exemptions are codified in a different law that saw no changes (RCW 82.08.0264).

Past association president Bob Reid of Reid & Johnson Motors (below)was presented with a Lifetime Achievement Award.

Marc Worthy, Assistant Attorney General with the Consumer Protection Division of the AG’s Office, did a deep dive into dealer “We felt it was our best event to advertising, including date, and we’re getting confirmation social media posts of that from dealers and vendors and other online alike,” said WSIADA Executive ads, going into Director Todd Elliott. recent legal rulings, The day’s tech fopolicy changes, and cuses came courtesy regulatory interpretations that can of Zach Klempf of sink an advertising dealership.

Selly Automotive, and Lyamen Savy, CEO of “The same consumer protection laws,” Worthy said, “that apply to 321 Ignition. Both of dealer advertising in newspapers, these entrepreneurs, radio, and television apply to all represent the new generation of tech-savvy dealerships social media platforms… The laws and rules are not limited to just the and car buyers, extolled the virtues of data, the necessity of a high-func- older mediums; they apply with tioning website, and the importance equal force to the wide spectrum of understanding how consumers use of online advertising.” smartphones.

Millennials, optimizing dealership websites, and handling sales taxes on out-of-state sales highlighted a day of learning and dialogue.

Finally, in addition to the big attendance by independent auto dealers, Education Fair West also reached new heights for the number of WSIADA Associate Members in attendance: 16 Associate Members were on-hand to demonstrate products and services that could give dealerships a competitive edge.

Howie Ruddell spoke about the impact of his father Mac’s namesake scholarship fund, and was on hand to present certificates to recipient Taylor Lattin.

As always, the biggest presentations came from the leaders of the three state agencies that most impact how dealers do business: the Department of Licensing, the Attorney General’s Office, and the Department of Revenue.

And then came Ken Krous, Assistant Director of the Department of Revenue’s Audit Division. Krous, in line with his always-lively presentations, generated deep discussions and detailed Q&A dialogues as he discussed the The Department of Licensing, still real-world impacts of B&O taxes, retail regrouping after big shakeups in May sales taxes, use taxes, and charging sales tax on out-of-state buyers.

2018, saw changes to all levels of the agency, took time to introduce Perhaps most important was the last themselves, discuss philosophical one, given the 2019-19 Legislature’s changes at the agency, and put changes to out-of-state sales tax faces to the names of incoming DOL exemptions (RCW 82.08.0273). Krous regulators. delved into exactly what it means

8 | the Front Row | wsiada.com | September/October 2019

“I have to say, this is by far the best one I have participated in,” said Scott Wyman, Business Development Manager for AutoZone. Many–a record-breaking number, in fact–would agree.

Education Fairs are the premier annual WSIADA education events, inviting dealers to network, meet with industry regulators and service-providers, and enjoy a day of earning their Continuing Education Credits. Whether East or West, we look forward to seeing you again next year!

Associate Members at WSIADA’s 2019 Education Fair West 321 Ignition 321ignition.com DAA Seattle daaseattle.com Lobel Financial lobelfinancial.com Selly Automotive sellyautomotive.com ACV Auctions acvauctions.com Davies Pearson, Attorneys at Law dpearson.com Manheim Auto Auctions manheim.com Shepard & Shepard Insurance shepquote.com AutoZone autozone.com RH2; Rekdal Hopkins Howard, CPAs. rh2cpas.com Spireon spireon.com Covera wsiada.com/covera-powered-bywsiada Karen Dunn Insurance Agency agents.farmers.com/wa/dupont/ karen-dunn/business-insurance RunBuggy runbuggy.com TaxMax taxmax.com

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2019 Mac Ruddell Scholarship Awardees Nelson Bjazevich

Taylor Lattin

Sponsor:

Grandstand Auto Sales, Kennewick WA

Sponsor:

Mainly Muscle Cars, Granite Falls WA

College:

Brigham Young University

Degree:

Chemistry

College:

Everett Community College

Degree:

tbd

“Thank you WSIADA. I am excited to attend Brigham Young UniversityProvo with your help and support have allowed me the opportunity to begin my college education, solely focused on studying. I truly appreciate it!”

“I am so honored to have been selected! Thank you so much for supporting Washington State Dealerships and their families.”

Lyliana Palomino

Alexa Chambers Sponsor:

Chad Chambers Auto Sales, Lynden WA

College:

Washington State University

Degree:

Nursing

“I’m currently enrolled at Whatcom Community College with plans to transfer to Montana State University or Boise State University to obtain a Bachelor’s Degree in Nursing specializing in Women’s Health.”

Jacob Delger

Gonzaga University

Degree:

Mechanical Engineering

“I will be attending Gonzaga University or Washington State University in the Fall to study Mechanical Engineering. I would like to thank you for the Mac Ruddell Scholarship. Your generosity is very much appreciated.”

Palomino’s Automotive, Yakima WA

College:

Yakima Valley Community College

Degree:

Elementary Education

“I am immensely appreciative for receiving the Mac Ruddell scholarship from the WSIADA organization. This scholarship will greatly benefit my college education and help me to be one step closer to my career goals as an elementary teacher which is a huge passion of mine. I could not be more thankful for being chosen to receive this scholarship.”

Sponsor: Auction Direct Motorsports, Spokane WA College:

Sponsor:

Kylie Westlund Sponsor:

Checked Flag Motors, Everette WA

College:

Washington State University

Degree:

Psychology/Criminology

“I have enjoyed working with my father at Checkered Flag Motors while attending Glacier Peak High School and am looking forward to starting at WSU in the Fall.”

Scholarship Eligibility | How to Apply ❏❏ Be a son, daughter or grandchild of WSIADA Member in good standing; ❏❏ Be a high school senior OR a college freshman (scholarship is a one-time award); ❏❏ Have an excellent high school record of academic achievement measured by your performance in valid secondary school courses including English, Mathematics, Physical Science and Social Sciences; ❏❏ Demonstrate an aptitude for college work which will be measured by performance on college entrance exams, including the Scholastic Aptitude Test (SAT) if taken; and; ❏❏ Demonstrate involvement in extra curricular activities such as athletics, art, community service. ❏❏ Download a scholarship form at wsiada.com/scholarships and submit with supporting documents by mail to WSIADA at

Application Deadline March 23, 2020

707 Auburn Way S,, Auburn, WA 98002, or email education@wsiada.com. the Front Row | wsiada.com | September/October 2019 |

11

Back to Basics

Discover Your Customers’ Dominant Buying Motivation

By Todd Shepard, Owner, Shepard & Shephard Insurance

C

ongratulations! That ad you placed in the freebie paper or online paid off and now you are face to face with a real live prospect who is interested in buying a car. Unfortunately, she also got excited about the other 30 ads she saw and is dead set on visiting all the dealers in town.

So how do you slow her down and get her to buy that cute white 2015 Focus you have on the front line when this not-so-rare little number is sitting on 50% of your competitor’s lots? You’ve already thrown out the standard lines, “Not all used cars are the same”, “We run every used car through a mechanical checklist”, “We offer the best service” yet she is determined to keep on shopping.

She takes your card and promises to return on the be-back bus because you’ve been so nice.

A week later she finally answers your call and tells you she already bought an ’09 Frontier. What?

How does that happen? She was a mileage car shopper and she bought a pickup?

It could be a case of missed buying signals. Every car shopper has within him or her multiple reasons for buying any specific item, be it a car, a house, a suit, whatever. Amongst that list of reasons, however, there is most often one reason, one driver that stands out above all the others and dominates the buying process.

This is what’s is called a Dominant Buying Motivation (DBM).

There is a concept in psychiatry that says “the problem the client presents you with is not the real problem.” Think that through for a bit. Salespeople like to be liked. In an attempt to ensure the prospect is happy and comfortable there can be a tendency to overaccommodate the prospect asking them to tell you what they are looking for. At first glance this may seem to make sense because, after

all, the customer is the one buying the car, right? Yes, and no. You see, those of us in the car business sometimes lose sight of the fact that those outside of the business have little idea as to the available models and options available to todays car buyers. The reality is most prospects don’t really know what they want, not specifically anyway. They just know what kind of a problem they want to solve.

how affordable the vehicle will be to maintain, point out safety features, and offer an extended service policy as an option.

Love

A parent buying a car for their college age daughter may pay more for a car of a specific color or body style that makes her smile. I’ll share a personal story. Years ago we were car shopping for my wife. She spotThe moment you convert from trying ted the body style she wanted and asked if it was available in black. to sell a car to helping to solve a problem the likelihood of making the The salesman didn’t have a black one in stock so he pulled me aside sale increases dramatically. This is where identifying the prospects DBM and told me “you don’t want black, it gets dirty too fast, you’ll have to comes in. wash it weekly, and it gets too hot.”

As mentioned, people buy for many I agreed. He was correct. I didn’t different reasons. Listing them all want black for all those reasons. I would be near impossible. Fortunatethen told him that she (my wife) ly, we can easily categorize into four wanted black and for that reason primary DBM using a simple acronym alone we would be buying black. taught by sales trainers over the My dominant buying motivation was years, S.L.E.B. Each letter represents Love. I cared about her more than I a motivation. Your job is to visit with worried about washing the car weekyour prospect, build rapport, and ask ly. When selling this prospect its best questions that lead to determining to direct your attention to the person which of these is the dominate factor who will be driving the car and let in their purchase decision. Once deher express the features she wants. termined it is matter of demonstrating the benefits your specific vehicle has Ego-Satisfaction that connect with their dominant Believe it or not, every person who buying motivation and best solve walks on your lot is not obsessed with their problem. fuel economy or cheap monthly The acronym S.L.E.B. stands for payments. Pitching fuel mileage Security, Love, Ego-Satisfaction, & or a comfortable ride to a person Bodily comforts. I’ll break these with a DBM based on Ego does little down further here: to boost gross and may even slow the process. Think bold colors, lifted Security trucks, prestigious name brands. It This includes price, economy, safety can also be as simple as the story I features, and other financial or shared about my wife’s new black security concerns. This prospect will car. Though my buying decision was tell you of how their last car left them driven by love, hers was driven by stranded, or how poor the mileage how good she knew she’d look in was. They may do the opposite that sporty black car which satisfied telling you how trouble-free their her ego. This buyer appreciates car has been and how they hate to quality and is often willing to pay let it go. They may ask about fuel more when he finds what he wants. economy and monthly payments.

Don’t talk price with this prospect Assure this prospect along the way until he brings it up, its unnecessary.

12 | the Front Row | wsiada.com | September/October 2019

AUCTION LISTINGS For a current calendar view, visit WSIADA.com and select “Calendar” from the top navigation menu.

Adesa | adesa.com/seattle

Tuesday: Consignment 9:30AM Alternate Tuesday: Specialty 8:30AM Thursday Night: InOp Sale 4:45PM

Download the WSIADA App Today!

Adesa | Portland adesa.com/portland Thursday: Consult website

Copart | copart.com

Times vary: Consult website

CTM Unlimited

See website for auction dates and times: www. ctmunlimitedauction.com

Online shopping, news, alerts and more!

Plus: our brand new Auction Savings Program...

• Access to auction inventories from across the country!

DAA | Seattle | daanw.com

Friday: Dealer and Fleet/Lease 9:00AM Alternate Friday: Heavy Metal*

9:00AM (Lane 8) Monthly GSA Public Auctions:

1:00pm as scheduled” *Mechanically-challenged/cosmetically damaged/nonrunning inventory

• Special savings on Buy Fees at auction!

DAA | Northwest | daanw.com

• Easy to use!

Weekly auctions: Thursdays at 9:00am; Monthly promotional event auctions:

Wednesday at 2pm &

Thursday at 9:00am Monthly MotorSports auctions:

Thursdays at 11:00am (Lane 8) Monthly RV auctions:

11:00am (Lane 8);

Heavy Metal auctions:

8:30am as scheduled (Lane 8);

Free from these App Stores:

NOTE: MotorSports, RV and Heavy Metal auction dates can

Bodily Comfort & Conveniences Prospects with a handful of kids need plenty of room for car seats and soccer equipment. Built in wi-fi or DVD players, power windows and rear air are welcome creature comforts. A businessman with a long commute will appreciate comfortable seating as will the senior who suffers from a stiff back.

This prospect will want to hear the stereo and more importantly feel how easy it is to operate (think controls on the steering wheel).

Implementing SLEB into your daily sales process is easy. Practice asking questions that lead to solving the prospects problems opposed to asking them about cars. They are more equipped to answer questions about their problems.

Rather than asking what kind of

car they want try asking them what they want the car to do for them. Ask them who will be driving the car and how they plan to use it. Ask about long commutes or any planned extended trips. A powerful, leading question is to simply ask, “If I could show you a car with one special feature, the one great feature you’d like to see is….” Listen closely to the answer and you’ll be well on your way to solving their problem and closing the deal.

Go out and have the Best month ever!

be found at daanwmotorsports.com

Ehli Auto Auctions | ehliauctions.com Last weekend of every month.

IAA - Insurance Auto Auctions iaai.com See website for dates and times

Kaman | kamanauctions.com Thursday: Noon

Manheim | Seattle manheim.com/locations/SSAA/events

Monday: OVE Event Sales Tuesday: Alternate weeks Ford Factory

(Closed sale) - 10:00am;

Crossborder Mobile Sale - 1:00pm Wednesday: General Sale Weekly 9:00am All sale dates and times are subject to change.

Todd Shepard is the founder of Shepard & Shepard Insurance, author, sales trainer, and 18 year veteran of the car & RV business.

855-396-0488.

Please verify with the Auction or manheim.com.

Manheim | Portland manheim.com/locations/PAA/events Tuesday: Open Sale: 9:00AM

the Front Row | wsiada.com | September/October 2019 |

13

Why One-Man Dealerships Need a CRM as Much as the Big Guys

By Zach Klempf, Selly Automotive

Independent dealers are facing tougher competition than ever before.

F

ranchise dealer pre-owned departments, national chains, and even ecommerce brands like Carvana are all competing for the same customers. If you don’t meet a customer’s needs, they will simply head to the next dealership that will. One-man shows have an especially tough road ahead.

Without the manpower of larger dealerships, critical jobs fall through the cracks: marketing, lead nurturing, sales, and even compliance.

That’s why one-man shows need a CRM (Customer Relationship Management tool) as much as any other dealer.

I know what you’re thinking: “We’re too small. We don’t need a CRM. Those are for the bigger guys.”

Right? Wrong.

Every dealership—even one-man shows—need a CRM in this day and age. That’s because customers don’t care if you’re a one-man show or part of a national dealer group. They expect the best possible service, and if you can’t give it to them, someone else will. CRM tools are like rocket fuel for your business. They allow you to organize and automate so that you can compete with the big guys.

And no, CRMs do not have to cost thousands of dollars a month. They don’t even have to cost hundreds of dollars. With the right CRM, you can get the support you need for a fraction of the cost. Before we jump into pricing, let’s look at exactly why your dealership needs a CRM.

Lead Management Leads can come from a number of sources: your website contact form, word of mouth, third-party lead sites, phone calls, texts, emails, walkins, etc. No matter where the lead originates, dealers need to track all of these touchpoints. CRMs help

dealerships organize all of their lead information in one place so that following up on potential customers is more efficient. All that is required is entering customer data and keeping the data current.

Lead Nurturing and Generation Inconsistent or missed follow-ups with potential leads can mean lost sales and lost dollars. Lead nurturing can make a huge difference in your sales numbers.

Inbound marketing agency Strategic found that lead nurturing increased sales opportunities by 20% compared to non-nurtured leads. Ask yourself: What would your business look like if you increased sales by 20%?

CRMs systemize the relationshipbuilding activities we all know are so important, but none of us have time for. More importantly, it allows you to deliver a consistent experience for your customers.

One especially effective feature of good CRMs is the auto-response function. Auto-responders help you quickly respond to every lead inquiry, even when you’re not available to respond personally.

According to a Harvard Business Review study, companies who responded to a customer query within an hour were seven times more likely to qualify the lead.

Companies that waited 24 hours or longer were significantly more likely to lose the sales lead. Autoresponders ensure you’re the first to respond to every customer, every time.

Streamlined Communication Much of the sales process today happens before the customer

14 | the Front Row | wsiada.com | September/October 2019

arrives at the dealership. This makes customer communication more important than ever. CRMs help you keep track of all customer conversations, whether they happen via call, text, or email. Your CRM should include these features: • Texting platform.

Texting through your CRM platform ensures all customer communication stays within the company, even if a salesperson leaves the dealership. A texting platform will also keep your business TCPA compliant.

• Call management.

Phone calls are still the most effective way to connect with prospective customers.

Recording calls for training and quality purposes provide a documented record should questions arise. Recorded calls are also effective training tools for new salespeople.

• Email.

CRMs keep your email box organized. Each email message is connected to a customer’s profile so that you have an accurate, up-to-date thread of every conversation.

• Customer Notes.

Imagine getting a phone call from a number you don’t recognize. It’s a customer calling you back about a car they looked at earlier that week, and they want to know if the offer is still good. Do you remember that exact customer and offer? Of course not. With customer notes, if a phone number is in your CRM, all of the customer’s information pops up on your phone so you can be ready.

Track the ROI of Each Marketing Channel

chance for information to fall through the cracks.

If you’re spending money on social media ads and sponsored listings on third-party sites, it’s critical to know the Return on Investment (ROI) of each channel. But it’s not enough to know which channels brought in the most leads; you want to know which channels resulted in the most sales. One-man shows can’t afford to spend thousands of dollars on advertising that yield little to no results. Choose a CRM that allows you to track the ROI of each marketing channel. This will help adjust your marketing dollars accordingly and optimize your spending.

The Cost of a Good CRM

Integration with Your DMS Lastly, one-man shows want to choose a CRM that integrates with their dealership management system (DMS). These integrations allow allow dealers to streamline the sales process from start to finish. For example, some DMSCRM integrations allow you to scan a customer’s driver’s license and instantly create a customer file in the DMS. There’s no need for duplicate data entry and no

More than ever, one-man shows need a CRM that makes it easier to juggle the many hats they wear.

They need tools that help them track leads and manage customer communications, optimize ad spend, and remain TCPA compliant. Most dealer CRMs on the market today cost thousands of dollars a month. At that price, you won’t hear us arguing that it’s worth the investment. But CRMs don’t have to cost thousands of dollars. They don’t even have to cost hundreds of dollars. The key to saving money is choosing a CRM that’s built for independent dealers and one-man shows like yourself. If you’re a one-man show that’s ready to take control of your business, it’s time to invest in a CRM. Zach Klempf is the millennial CEO of San Francisco-based Independent and BHPH dealership software company Selly Automotive. Zach has become a thought leader in the industry writing for multiple dealership magazines as well as other media outlets like Forbes and CNBC. Zach has spoken at independent dealership conferences across the country including NIADA, NABD, FIADA, GIADA,

LIADA, TXIADA, IADAC, among others.

Wanting to downsize?

Thinking of Retiring?

Promote your dealership location with WSIADA Lot Leads! email LotLeads@wsiada.com for more information

Long time friend and loyal WSIADA employee Mike McGoughy pictured here locking up his store for the last time as he retires to enjoy more time with family and friends. 76 years young is a fitting time to retire! We can only hope he stays retired, and resists the urge to come back to work at DAA/WSIADA!! He will certainly be welcome to visit.

the Front Row | wsiada.com | September/October 2019 |

15

Membership Updates Here are your latest colleagues to renew their WSIADA membership ...and we welcome to our newest members, highlighted below in bold red text.

NORTH CASCADE 3 M 3 Auto Sales 360 Auto Sales Anacortes Auto Sales Bellingham Public Auto Auction Best Time RV Bruce Cox Imports Camping World RV Sales Car Link Used Auto Sales Commuters Ed’s Transmission Exchange IBuytrailers Juan & Family Auto Sales Lifestyle Motor Co Low Auto Sales Mainly Muscle Cars McMillan Brothers Auction Mission Motors Mission Motors Motorcars Limited Northend Truck Equipment Pacific Coast Auto Center PVB Auto Sales Rainbow Auto Service Rallye Auto Sales Simple Car Company

Star Cars

Stillbuilt Motorsports Three Rivers Marine Walker Motor Works

NORTH SOUND 5 Star Auto Sales 93 Grand Auto Group A & E NW Motors A to B Auto Absolute Mobility Center AdamsGarage Affordable Auto Sales & Service Affordable Used Cars & Trucks Agape Auto Connection Allyn’s Specialty Cars Areli Motors Armadillo Auto Sales Auburn Discount Auto Sales Auburn-Kent Valley RV Auto 206 orporated Auto Quest Auto Sales Consultants Auto Sales Spot Autos Only Burien Auto Sales Autowerx Avila’s Auto Sales AWD Auto Sales B & B Auto Repair & Sales Bayside Auto Sales Bayview Motor Club Best Line Motors Bidadoo Auctions Binford Metals Boardwalk Motors Brooks Biddle Chevrolet-Suzuki Bryson Sales & Service Bulldog Sales and Service Buttera Motors C&D Auto Sales Center Car Chasers Car Craft Auto Sales Car Trends II Car Zone Carhop

Carland Auto Sales

Carmax Carson Cars Cats Exotics Cedardale Truck & Trailer Sales Championship Motors Checkered Flag Motors Classy Chassies Fine Used Cars Cliff’s Cycle Center Columbia Auto Center

Columbia Importation Services Compass Point Auto Sales Complete Automotive Corn Motors Crown Hill Automotive Daily Deals Auto Sales Del Sol Auto Sales Doggett Autobrokers Drager’s International E-Z Buy Motors Eastlake Auto Brokers Eastside Advanced Auto Eastside Harley-Davidson Emerald City Harley Davidson Emerald Valley Auto Sales Enterprise Rent-A-Car European Auto Brokers Excellent Choice Auto Sales EZ Deals Auto Sales Farrell’s Sales Federal Way Auto Sales Financial Consultants International First Union Auto Fleet Lease Exchange Flip It Auto GDJ GMD Motors Go Auto Brokers Grand Auto Sales High Road Auto Sales Highland Auto Hudson Auto Center of Bremerton Humble Auto Group Ideal Auto Sales International Auto Sales JDM Car & Motorcycle Kaman Auctions Kent Grand Auto Sales Kent RV Kim’s Auto Sales Kirkland RV Sales Landmark Motors Landmark Motors Liberty Bay Auto Center Los Amigos Memory Lane Motors Mercedes Benz of Seattle Modern Collision Rebuild & Service Money Man Pawn Mt Si Motors Nelson Truck Equipment Northwest Rides.

Northwest Sales & Service

NW Auto Empire

Obo Auto Sales Olympic Auto Sales One.7 Open Road Motorsports Pacific Highway Sales Paramount Motors NW Penske Truck Leasing Co Peters & Keatts Equipment.

Platinum Wholesale Autos

16 | the Front Row | wsiada.com | September/October 2019

PNW Auto Sales Prestige Automarket Pro Finish Quality Auto Center Rain City Auto Sales Rare Garage Auto Reality Auto Sales Redline Motors Reliable Auto Sales Ride Auto Sales Route527 Motorsports Ryan’s RV Town S&S Best Auto Sales Seattle Auto Haus Semper Fi Motors Shoreline Family Auto Care Smart Motorz Snohomish Equipment SNS Auto Sales

Sonderklasse

Sound Auto Land Startup Motors Group Sunnyside Automotive Group Sunrise Automobile Corp Sunset Cars of Auburn Tacoma Car Sales TDI Motors The Car Connection The Shop Club Tow 4 Low Triple A Auto Sale Truck & RV Truck Country University Motorsports Vaqueros Auto Sales Verdant Auto Sales Viking Motors Washington Auto Finance Washington Cars Washington Cedar & Supply Co Washington State Motorcycle Wild About Cars Garage XCar .

Zag Motors Zipstar Auto Sales

SOUTH SOUND 1 Star Motors 3Six0 Motorsports 507 Motorsports Airport Auto RV Pawn & Sales AK Motors All American Motors All Recovery Services AND Auto Sales Aromax Auto Sales Austin’s Pro/Max Auto & Truck Auto Destination Auto Outlet of Tacoma Home of The Car Guys Auto Sales Unlimited Auto Trans Tech Sales & Services B & B Enterprises Ball Auto Sales & Service.

Bella’s I-5 Motor Sport Brink’s Car Sales Budget Rent-A-Car Port Angeles Bunce Rental Burkett’s Auto Sales Car Trek II Cars R Us Carstars Cascade Trader.

Chehalis Auto Center Coastal RV & Auto Sales Community First Auto Centers D&I Motors Dave Barnier Auto Sales Destination Harley Davidson Dick Vlist Motors Elite Auto Source Evergreen Auto Sales Extreme Auto Sales Fair Dealer Services Fife Auto Repair & Sales Fife RV First National Fleet and Lease

Foothills Auto Sales

Four-Ten Auto Sales Fox Used Auto’s Friesen Motorsports German Auto Services L.L.C. Gold Key Motors Goodfella’s Motor Company Gray Motors Gray Motors GT Auto Sales H and H Classic Cars Harper’s Auto Sales Hot Rod Alley I-5 Motors I-5 Motorsports I-5 Toyota JFK Auto Sales and Service Johnson RV Kersey Mobility Systems Kitsap Auto Outlet Kitsap Used Cars Luque’s Auto Sales Maxx Autos Plus MC Euro Meridian Auto Sales Mills Motors Northwest Autoway Northwest Motorsport Northwest Motorsports Olympia Auto Source Olympia Motors Olympic Auto Works Olympic Motors Pacific Point Auto Sales Payless Auto Sales Prestige Auto Connection Puget Sound Truck Sales.

Puyallup Car and Truck Puyallup RV Qcar Auto Sales Randy’s Auto Sales & Motorsports Reliable Vehicle Sales Ritchie Bros. Auctioneers Rod’s All Star Auto Roosales Ruddell Auto Mall Ruston Way Muscle Cars Sabeti Motors Skyline Motors Auto Sales Stokes Auction Stroh’s Automotive Services Sunrise Auto Sales Sunset Auto Wholesale Tacoma Auto Exchange Tacoma Autos Taylor Auction The Trade Store & Affordable Car Rentals

Trucks Northwest Unique Motorsports Auto Sales V.L.S. Valley Equipment and Truck

Value Motors

Vinturo Motors Vista Auto Sales and Leasing Western Auto Sales Wilcox Farms Your Turn Auto Zayna Auto Sales

SPOKANE 2 Way Auto Sales 509Done A Pro Automotive Adam’s Auto Sales Appleway RV Arrotta’s Auto Max & RV Auction Direct Motorsports Auto Credit Best Deals Big Boy’s Toys Auto Sales C & S Automotive

C and S Automotive

Car Mart Clarkston Auto Sales Clickit RV Cobalt Truck Equipment Common Sense Motors Consumer Auto Liquidators Cool Cars Crosspointe Autoplex Dave’s Auto Davenport Motor Company Down River Auto Funke’s Auto Renovation & Sales Globe Motors Haven Street Motors HCM High Mountain Horsepower Hopkins Automotive Jammin Auto & RV Jennifer’s Greenacres Auto Sales Live Stream Motorsports LKQ KC Truck Parts Lone Wolf Harley-Davidson

MAD Properties Medrano’s Auto Repairs and Sales Norlift.

Northtown Auto Liquidators Northwest Auto Liquidators Omak Auto Plaza Osprey Equipment and Leasing Ott-Knott Park Avenue Auto Patriot Automotive Rick’s Kar Korner RV’S Northwest Sam’s Auto Sales ShredSupply Silver Collector Car Auctions Solid Waste Systems Spokane Frame & Auto

Total Truck Stop

Union Gospel Mission Motors Universal Sales and Service Valley Auto Liquidators Wakefield Western Systems & Fabrication

TRI-CITIES 1st Choice Auto Sales A Jenkins Family Auto Barn Auto Sales Division Agri-Fix All Star Autos All Star Motors Artistic Auto Group Bart’s Auto Den. Basin Auto Sales Best Buy Auto Sales Booker Auction Company C & V Auto Sales Clearwater Auto Sales Farm & Home Supply Grandstand Auto Sales Gus’s Used Auto Sales a Auto Sales Integrity Auto Center No 1 JJ’s Auto Investments JMC Motorsports Kleyn’s Auto Sales Marquez Motors

Millennium Auto Sales My Friends Auto Sales Paragon Auto Sales Pasco Auto Wrecking Prestige Motors R. E. Powell Dist Specialty Mobility Tri-Cities Auto Remarketing Tri-City Car Sales Truck Galaxy Trucks & Auto Auctions USA Auto Sales Vail International Western AG Sales

Wolfpack Powersports & Auto VANCOUVER All American Classics Allexi Motors Annie’s RV’s Art Kuzma Motors Auto Pro Buys Bellus Motors Brush Prairie Auto Sales Bucks Family Auto Brokers Camco Auto Group Carr Auto Group Dick Hannah Honda Dunn Deal Auto Sales Econex Motorsports Eldon Robbins Auto Sales Fifthgear Automotive J. Stout Auction Karz n More National Wholesale Auto On the Spot Truck Repair Owen Equipment Company Paul Christensen Motor Co Phoenix Motors

PJ Auto Sales LLP

Randco Tanks Rons Auto Sales Russell-Land Auto Sales Salvagebid Top Auto Brokers Top Notch Trucks & Accessories U.S.A Auto Sales

USA Auto Sales Vancouver Car Company Whit Auto Sales

YAKIMA A & A Auto Wreckers Affordable Auto Sales & Detail

AR1 Auto Sales

Auto Max USA Auto Shoppers Autostars Motor Group.

BBL Auto Sales Bill Harris Used Cars Brian Harris Used Cars Bruce Kirkham’s Auto World Buy Here Pay Here C and R Car Sales Carmona Auto Sales Cascade Equipment Sales Cascade Motorsports D&M Motors & Towing E-Z Credit Auto Sales Frank’s Auto Sales Global Elite Motors Heaverlo NW Hill’s Auto & RV Impact Auto Sales J And H Auto Sales Kim Eccleston’s Motors McKenna Motors Mike’s Auto Sales of Yakima Miller’s Auto Sales Owen’s Yamaha Suzuki Harley Davidson Palomino’s Automotive Prestige Motors.

Seven Auto Sales The Auto Connection The Auto Mart The Brown Boys The Crazy Cow Auto Sales Tom’s Car Store Transition Auto True’s Auto Plaza Yakima Automotive & Collision Yaktown Motors

(425) 658-1400 www.RH2Cpas.com the Front Row | wsiada.com | September/October 2019 |

17

Warning Signs of Flood-Damaged Vehicles

N

orth Carolina cresting at record levels, Hurricane Matthew (2016) has floodwaters rising throughout the Southeast, wreaking havoc in communities, damaging homes, businesses and vehicles.

With the American Red Cross’ previous announcement that this year’s flooding in Louisiana was the worst U.S. disaster since Hurricane Sandy in 2013, many property owners are concerned that Hurricane Matthew will further compound the issue of flood-damaged vehicles potentially going down the lanes or ending up in inventory.

“It’s important for used-car shoppers to know how to spot flood damage no matter where they live, because these cars can end up on a dealer lot anywhere, especially this year,” said Alliance Inspection Management (AiM) regional director Carl Sullivan, who has more than 32 years of vehicle inspection experience.

“A car that’s been in a flood, with the engine submerged for any length of time, will never be the same.”

Many states issue a flood or salvage title to a vehicle that has been submerged or flood-damaged, information which can be found on a vehicle history report. However, some sellers may try to unload their

vehicle before a flood or salvage title appears on a vehicle’s history report.

To combat this possibility, Sullivan offered these warning signs to help identify flood damage in a vehicle: 1. A musty odor in the vehicle, which may be from moldy carpeting or padding. If possible, pull up the carpeting to see how far water may have risen in the vehicle, and also if any moisture remains 2. Mud in the seat belt tracks or seat belt tensioners 3. Water or condensation in the headlights or taillights. Sullivan notes this could also be due to an accident, but water in these areas could also be a tip-off to floodrelated problems 4. Water in the spare tire well in a vehicle’s trunk. “If we see water in the spare tire well, it leads us to look a little further,” said Sullivan 5. A sagging headliner in the interior, particularly on a late-model vehicle 6. Look under the seats. “I found two fish under a back seat once,” said Sullivan, who was inspecting cars in Florida at the time. “That was a pretty sure sign the car had been flooded.”

7. Corrosion in the vehicle’s undercarriage, such as on brake lines or around the fuel tank. When corrosion appears near the top of the springs or shock towers are corroded, these are signs of floodrelated damage.

18 | the Front Row | wsiada.com | September/October 2019

“A car’s engine, electronics, fuel system, airbags and brakes are all extremely susceptible to flood water,” Sullivan said. “It’s extremely important to find any water damage before you invest your money in a used car, and a professional inspection will find flood damage no matter how a seller tries to hide it.”

AiM and its team of 1200-plus fulltime inspectors review vehicles throughout the U.S., providing detailed condition reports for clients ranging from consumers, dealers and auctions to manufacturers. AiM’s independent, 150-point inspection can identify problems on vehicles for buyers and sellers. The company has instructed its inspectors to pay particular attention to flood damage due to this year’s severe weather.

EDITOR’S NOTE: It’s that time of the year again, when we resurrect the reminder about flood damaged vehicles.

The Southeast just got hammered by an early season storm. Unfortunately, this was just Dorian, so there is plenty of alphabet left!. ~ Todd Elliott

TRICKS OF THE TRADE

Check out previous issues of the Front Row for earlier lists.

Ways to Steal

from the Dealership The devil’s always in the details, and losing control of your business’s internal processes can add up fast. In the July/August magazine we listed ways 31-40 that employees and customers have found to rip off dealerships. Here are numbers 41-50:

41. Inserting fictitious (no basis in fact) journal entries into dealership records.

44. Selling waste and scrap materials with no sales invoice and pocketing proceeds.

42. Making incorrect entries in cash receipts and disbursements journals.

45. “Selling” door keys or combination to safe or vault.

43. Deliberately mis-posting expenditures to try to hide theft in large dollar accounts.

46. “Selling” customer names and credit card numbers.

47. “Accidentally” being occupied while a theft occurs.

48. Falsifying bills of lading and splitting with carrier.

49. Stealing blank checks (unprotected) and forging signature.

50. Permitting special prices or privileges to customers, or granting business to favored suppliers, for “kickbacks.”

Dealer Directives

for Stronger Internal Controls It’s your business, so it’s your business to minimize and prevent theft. As a proactive flipside to “Fifty Ways to Steal from the Dealership,” we’ve compiled 50 best practices for making sure misconduct doesn’t grow into major losses. Here are nos. 41-50: 41. Locate safe in full view of street and keep lighted.

45. Park cars close together to make stripping difficult.

48. Keep titles and vehicle keys under lock.

42. Centralize cashier (so thieves must go through building to rob).

46. Mark hot theft items, such as spare tires and radios, to make identification easier.

49. Review all gas tickets for dealership vehicles.

43. Consider fences, guards or guard dogs for vehicle storage lots.

44. Keep lots well lighted.

47. Disable units which might be driven away; block driveways.

50. Lock parts department and tool storage area; limit access.

the Front Row | wsiada.com | September/October 2019 |

19

20 | the Front Row | wsiada.com | September/October 2019

READ AND RESPOND | September/October 2019 T

he WSIADA Read and Respond quiz allows the reader to earn 1 hour of continuing education credit toward the dealership’s required annual renewal. Payment options are available for members of the association and nonmembers also for notification to the Washington State Department of Licensing. A passing grade will be granted for scores of 80% or greater. If a passing grade is not granted, the reader may retake the quiz.

DEALERSHIP NAME CHECK:

Send your completed quiz to WSIADA...

MAIL: 707 Auburn Way South; Auburn, WA 98002 FAX: 253-804-0844 EMAIL: education@wsiada.com

DEALER#

I HAVE READ AND UNDERSTAND THE DISCLAIMER ABOVE.

QUIZ TAKER’S NAME

POSITION

EMAIL

SIGNATURE

DATE

BUSINESS PHONE

CIRCLE THE CORRECT ANSWER. [1] Marketing, lead nurturing, sales and compliance are all critical jobs that can slip through the cracks for a one-man show dealership. a. TRUE b. FALSE

[5] Integrating your CRM with your Dealer Management Software will allow for more streamline sales processing? a. TRUE

a. TRUE b. FALSE [3] Recent changes in Legislative Out-OfState Sales Tax were clarified during the Education Fair West by who? a. Marc Worthy

d. Bob McConkey [4] Salespeople have a tendency to do this to a prospect to ensure that they are happy and comfortable?

a. Todd Elliott, WSIADA

c. Bob Reid, Reid & Johnson Motors [6] The acronym S.L.E.B. stands for Security, Love, Ego-Satisfaction & Bodily comforts?

d. Carl Sullivan, Alliance Inspection Management [11] Shepard & Shepard, Manheim Seattle and DAA Northwest were all recipients of what award during Education Fair 2019?

b. FALSE [7] Mud in the seat belt track or seat tensioner is one sign of the vehicle being in what?

a. Lifetime Achievement b. Dealer of the Year Award c. Most Improved Sales Award d. Associate Member Support Award

a. An Accident b. A Tsunami

[12] Security and Ego-Satisfaction are several instances of what type of motivation?

c. A Hurricane d. A Pool

a. Passive Buyer Motivation

b. Todd Elliott c. Ken Krous

[10] Who was quoted saying “It’s important for used-car shoppers to know how to spot flood damage,” b. Marc Worthy, Assistant Attorney General

b. FALSE

a. TRUE [2] Customer notes in your CRM is a good way to recall all of your customer’s information with just their phone number.

[8] A key to saving money is choosing a CRM that’s built for independent dealers and one-man shows?

b. Dominant Buyer Motivation c. All of the Above d. None of the Above 13 According to Harvard Business Review study, companies who responded to a customer query within an hour are how many times more likely to qualify a lead?

a. TRUE b. FALSE

a. Overappreciate

[9] A cars engine, electronics, fuel sys-

a. 4 times

b. Overwhelm

tem, air bags and ejection seats are all

b. 7 times

susceptible to flood waters?

c. 8 times

c. Overcompensate d. Overaccomodate

FAX

a. TRUE

d. 10 times

b. FALSE the Front Row | wsiada.com | September/October 2019 |

21

READ AND RESPOND | continued 14 Leads can come from what types of sources?

16 “The same consumer protection laws that apply to dealer advertising in news-

18 George Henson has become the Chapter President for which WSIADA Chapter?

a. Website Contact Form

papers, radio and television apply to all

b. Social Media

social media platforms. The laws and

b. South Sound

c. Third-Party Lead sites

rules are not limited to just the older me-

c. Spokane

d. Phone calls

diums.” – Marc Worthy, Assistant Attorney

d. Yakima

e. All of the Above

General.

f.

None of the Above

15 Of the 2019 Mac Ruddell Scholarship winner, which attended the events in East and West? a. Taylor Lattin b. Jacob Delger c. Alexa Chambers d. All of the Above e. None of the Above

a. TRUE b. FALSE 17 Every person who walks on your lot is obsessed with fuel economy or cheap monthly payments. a. TRUE b. FALSE

a. North Cascade

19 Inserting S.L.E.B. into your daily sales process is? a. Easy b. Hard c. Simple d. Redundant 20 Bob Reid of Reid & Johnson received the Lifetime Achievement Award at Education Fair East? a. TRUE b. FALSE

Please be advised that the information contained in WSIADA’s the Front Row is, to the best of our knowledge, current and correct. However, we caution readers not to use the information provided to them as final authority. Its purpose is to be a guide.

Any legal advice should be regarded as general information. It is strongly recommended that one contact an attorney for counsel regarding specific circumstances. Some articles may express opinions and/or suggestions for best practices.

Likewise, the appearance of advertisers or their identification as members of WSIADA, does not constitute an endorsement of the products or services featured.

JUST FOR FUN

22 | the Front Row | wsiada.com | September/October 2019

Washington State Independent Auto Dealers Association

Dealer Member Enrollment

YES!Â

I know that it is important to be recognized as a professional in the automotive industry!

Enclosed are my annual dues to ensure that my business has all the advantages WSIADA/NIADA provides to put me at the forefront of my profession. By completing this form, I am consenting to and giving WSIADA/NIADA, their affiliates and/or subsidiaries, my permission to contact me at the methods I have provided on this form until/unless I revoke that permission in writing.

I hereby certify that (I am/we are) eligible for membership in WSIADA.

ENROLL: Member Name Business Name

Dealer No.

MEMBERSHIP CATEGORY: Dealer Membership is [a] limited to any sole proprietorship, partnership or corporation which is engaged in buying and selling motor vehicles as a principal part of its business; and [b] member must hold a vehicle dealer’s license issued by the Washington State Department of Licensing.

$450 Annual Charge (payable by debit/credit card or company check) $42 Monthly Charge (debit/credit card only; will be charged on the 1st of each month.

Cancellation will require payment of full balance.)

Billing Address City

State

Business Phone

Mobile

Zip

County Fax

Email

See reverse side of form for some of the many benefits of WSIADA membership!

PAYMENT METHOD:

CHECK No._______________ (Checks are not accepted for monthly membership payments) VISA

MC

Discover

CARD NUMBER

NAME ON CARD

AMEX

EXPIRATION DATE

CARDHOLDER SIGNATURE

CCV

BILLING ZIP CODE

DISCLAIMER: Receipts will be emailed unless otherwise requested. This agreement will continue until/unless the card holder revokes consent in writing or cancels membership. At that point member will be billed for the remaining balance. If provided card is declined, WSIADA may continue to attempt to process payment(s) or request updated payment information. If payment is declined and no card update issued, dealer will be invoiced for remaining balance and access to WSIADA services will be suspended until balance is paid in full.

DELIVER TO:

WSIADA 707 Auburn Way South Auburn, WA 98002

FAX 253-804-0844

EMAIL(as an attachment) membership@wsiada.com

ENROLL ONLINE www.wsiada.com

the Front Row | wsiada.com | September/October 2019 |

23

Service Provider Directory WSIADA Service Providers know our industry and understand what you need as a dealer. When you’re hiring professionals, support the ones that support your Washington Independent Auto Dealers Association (let them know you saw them listed as a WSIADA Service Provider).

Accounting & Tax Services

Benefits & Health Insurance

Legal Services

RH2 | Rekdal Hopkins Howard

Washington Retail Association

Davies Pearson, P.C.

Tax Max

Bonds and Commercial Insurance

Lending

Farmers - Karen Dunn Insurance Agency

CU Direct Lending

Shepard & Shepard Business Solutions

Lobel Financial Corp.

(855) 396-0488 shepquote.com Learn more on page 6

(253) 839-2600 lobelfinancial.com Learn more on page 3

(253) 735-1600 adesa.com/Seattle

Custom Signs

United Finance Company

Adesa Portland

(253) 445-6424 signdogs.com

(425) 658-1400 rh2cpas.com Learn more on page 17 (866) 642-4107 TaxMax.com

Tax Refund Services (888) 972-7422 TaxRefundServies.com

Auctions Adesa Seattle

(503) 492-9200 adesa.com/Portland

Copart Auto Auction (253) 847-8300 copart.com

CTM Unlimited Auctions (877) 396-5808 ctmunlimitedauction.com

DAA Northwest

(509) 244-4500 daanw.com Learn more on the inside front cover

DAA Seattle

(253) 737-2200 daaseattle.com Learn more on the inside front cover

(360) 943-9198 waretailservices.com

(253) 964-7070 business.farmers.com/karen-dunn

Sign Dog

Custom Relationship Management Selly Automotive (650) 409-2526 sellyautomotive.com

Dealer Management Systems Carousel Software Dennis Demattia demattia@alcm.org (509) 926-8848 carouselsw.com

Frazer Computing, Inc. (888) 963-5369 frazer.com info@frazer.com

Skywerks

(253) 572-0990 ehliauctions.com

(206) 999-6699 skywerks.com Learn more on page 20

Insurance Auto Auction (IAA)

Finance and Insurance

Ehli Auctions

(206) 658-6900 iaai.com

Kaman Auctions

(425) 640-5111 kamanauctions.com

Manheim Seattle

(206) 762-1600 manheim.com Learn more on the inside back cover!

Yarbro Auctioneers (509) 765-6869 yarbro.com

Northwest Dealer Financial Services (206) 718-7234 (Western WA) (509) 705-7597 (Eastern WA) nwdfs.com

Ries Management

(206) 290-3993 riesmanagement.com

Fleet Management Spireon

(800) 557-1449 spireon.com

24 | the Front Row | wsiada.com | September/October 2019

(253) 620-1500 dpearson.com

(877) 744-2835 CUdirect.com

(503) 238-6475 unitedfinance.com

Marketing Sygnifi Networks (833) 794-6434 sygnifi.com

321 Ignition

(888) 725-7637 321ignition.com sygnifi.com

Parts & Service AutoZone

(866) 727-5317 sc53@autozone.com Learn more on page 4

CoverCraft (405) 238-9651 covercraft.com

Payment Processing Clearent, LLC (866) 435-0666 clearent.com

Vehicle Transport Diesel Auto Express

(360) 539-8600 DieselAutoExpress.com

Vehicle Warranty NVP Warranty

(888) 270-5835 nvpwarranty.com

WASHINGTON STATE INDEPENDENT AUTO DEALERS ASSOCIATION 707 Auburn Way South Auburn, WA 98002 WSIADA.COM

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