the Front Row - January 2022 by WSIADA

the

FRONT ROW The official publication of the Washington State Independent Auto Dealers Association

January 2022

FLOORPLAN FINANCING:

What You Need to Know Are Negative Reviews Discouraging Your Potential Customers? 6 Ways to Avoid Employment Liability Claims

PLUS

5 Tips to Overcome Car Sales Objections

Happy ! r a e Y New

MEETING YOU WHERE YOU ARE

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CONTENTS JANUARY 2022

the

FRONT ROW

2 SAVE THE DATE FOR THE 2022 CONVENTION

The official magazine of the

WASHINGTON STATE INDEPENDENT AUTO DEALERS ASSOCIATION WSIADA.COM

8 6 WAYS TO AVOID

707 Auburn Way South | Auburn, WA 98002 T: 253-735-0267 | F: 253-804-0844

Even when claims are meritless, defense costs can be substantial. The impact on morale and the reputation of your business can also be significant.

COVID-19 REMAINS IN THE DRIVER’S SEAT

staff@wsiada.com | WSIADA.COM EXECUTIVE BOARD Randy Fletcher, Board President In-N-Out Auto Sales | president@wsiada.com Wasim Azzam, Board Vice-President All Right Auto Sales | vpresident@wsiada.com J.T. Curry, Board Secretary

EXECUTIVE DIRECTOR’S MESSAGE: UNDERSTANDING THE BASICS IS CRITICAL Understanding the basics of the legislature is incredibly important and will help us regain standing in this state.

Motors Northwest | secretary@wsiada.com Emil Scarsella, Board Treasurer Town & Country Auto Sales | treasurer@wsiada.com CHAPTER PRESIDENTS Blake Walker – North Cascade Walker Motor Works | nocascade@wsiada.com Badie Darwazeh – North Sound

The auto industry continues to reel from COVID-19 impacts but will eventually stabilize into a new normal, but when that will occur remains a guessing game.

5 TIPS TO OVERCOME CAR SALES OBJECTIONS

Seattle Auto Haus | nosound@wsiada.com Wasim Azzam – South Sound All Right Auto Sales | sosound@wsiada.com Open Position – Vancouver vancouver@wsiada.com Open Position – Yakima

yakima@wsiada.com Rhonda Coffin – Tri-Cities USA Auto Sales, Inc | tri-cities@wsiada.com Open Position – Spokane spokane@wsiada.com AT-LARGE BOARD AJ Hamedian, Board President (Emeritus) Excellent Choice Auto Sales, LLC

FLOORPLAN FINANCING: WHAT YOU NEED TO KNOW

In today’s marketplace, your dealership’s profit centers are being squeezed from multiple angles. Vehicle values are up, retail loan advances guidelines are trailing behind the market values, and customers are savvier about market values than ever before.

Ken Williamson, Board President (Emeritus)

The majority of people visit fewer than two dealerships before buying. Chances are good that if you can overcome sales objections, you will turn that shopper into a buyer.

USED CAR RETENTION RATE RISES

5 TIPS TO OPTIMIZE YOUR AUTO DEALERSHIP WEBSITE TO GENERATE LEADS

SERVICE PROVIDER DIRECTORY

READ & RESPOND QUIZ

AUCTION DIRECTORY

John’s Auto Mart, LLC David Magarrell, Auto Sales Consultants, LLC WSIADA STAFF

EMPLOYMENT LIABILITY CLAIMS

ARE NEGATIVE REVIEWS DISCOURAGING YOUR POTENTIAL CUSTOMERS?

You can do everything possible to give your customers an excellent buying experience, but if the right customer leaves the wrong kind of review, it can—and probably will— negatively impact future sales opportunities.

THE FRONT ROW | WSIADA.COM JANUARY 2022 | 1

NextGear Capital Shares Advice for Independent Dealers in 2022 By ADT Staff Despite predictions by industry experts that independent auto dealers would not fare well during the pandemic, they have largely survived and, in some cases, even thrived. And, while there will be room for more growth in the year ahead, they must continue to evolve to take advantage. “I’ve been in the automotive industry for more than 15 years and, hands down, this is one of the most unusual markets I have ever seen,” remarked Scott Maybee, president of NextGear Capital. He sees some distinct challenges for independent dealers in 2022, but also some unique opportunities.

EVENTS CALENDAR SAVE THE DATE! 2022 ANNUAL CONVENTION June 13 - 15, 2022 Lake Chelan, WA

Studies by Cox Automotive reveal that dealer sentiment remains optimistic. The market outlook index was down slightly from Q2 to Q3, but still high and, more importantly, above levels recorded in Q3 of 2020 and 2019. The profits index also saw a slight improvement compared to the prior quarter, although independent dealer profit reporting was flat from Q2 to Q3; likely due to increased expenses versus Q2. Key drivers for anticipated growth in the used car sector are fewer peer-to-peer transactions, resulting in greater volume for dealers, and a growing supply of used inventory in the 5-12 year-old range, which has aged out of a lot of franchise models but still has plenty of service life left. For these reasons and more, NextGear Capital expects the industry will continue to thrive all the way through 2023. “Despite macroeconomic factors that are beyond anyone’s control, independents can still take command over how they navigate the road ahead,” Maybee explained. Here are a few areas where independent dealers have opportunities: 1. Relentless sourcing – New car production is low, there are fewer lease returns making it into the wholesale market, and fleets are competing for used car supply instead of adding to it; all contributing to an inventory deficit in the used car sector. As a result, used car dealers will want to have a firm grasp on what their customers are looking for and be relentless about finding it. That means expanding their sourcing horizons, whether it’s live or online auctions, other digital sources, the general public, other dealers, or any other source. 2. 2. Take advantage of technology options – Dealers will want to embrace technology to tap into the rich data that’s available to guide their decision making. By using platforms to determine the right inventory, where to find it, how much to pay for it, and how to price it, it will lead to smart acquisition strategies and pricing decisions. 3. Finding the right funding balance – Whether it’s operational working cash or floor plan financing, having cash on hand allows dealers to act quickly when they find the right inventory or opportunity to enhance their dealerships. Successful dealers minimize operational risks by balancing cash and credit to maintain and grow their businesses. An inventory strategy based solely on available cash will both limit purchasing power and the ability to make needed business moves, especially in an unpredictable environment with higher prices. With the right floor plan, dealers can use the extra cash flow to improve infrastructure, hire a needed employee, invest in technology or otherwise put it to work to ensure they’re running efficient and profitable businesses. “Our data projects retail volume for independent dealers will grow in the coming year, and dealers will need to be ready to adapt in order to capitalize on this growth. Taking advantage of every source of available inventory, digital channels and ensuring they have the capital needed to do it all will be key,” said Maybee. “As today’s consumers look for more value-conscious buys, the independent dealer stands to gain.” n 2 | THE FRONT ROW | WSIADA.COM JANUARY 2022

The WSIADA will be hosting the 2022 Annual Convention in Lake Chelan Washington over three days. Years past, the Association held one-day events which limited the times and options for dealerships to benefit from their time spent at the event. The Annual Convention will include several presentations by speakers in the industry, as well as the Department of Revenue and other state agencies. In addition, we will schedule breakout meetings and training courses by the WSIADA over several days. FOR MORE, VISIT wsiada.com/Annual-Convention n

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u EXECUTIVE DIRECTOR’S MESSAGE

Understanding the Basics is Critical BY BRIAN DANSEL, EXECUTIVE DIRECTOR

In my previous articles, I have talked about formulating legislative agenda items and having ongoing communications with you during the legislative session. With that in mind, I thought I would go over how the bill process works in Olympia.

Understanding the basics of the legislature is incredibly important and will help us regain standing in this state. The first thing to know is that in Washington State there are 49 legislative districts. For each legislative district there are two State Representatives (98 total) and one State Senator (49 total) with each district representing approximately 140,000 people. The House and Senate are considered the different “Chambers” of the Legislature. While both the House of Representatives and the Senate are very much alike, there are also distinct differences. First, State Representatives run in elections every two years, whereas State Senators run every four years.

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When the legislature convenes every January, the State Representatives and the State Senators will gather in Olympia (preCOVID; today, it’s a hybrid of in person meetings and zoom style meetings). From there, members of both chambers are allowed to begin the process of dropping bills at the Code Reviser’s Office. State Representatives and State Senators are the ONLY people who can drop bills. Government Agencies can recommend a bill to a lawmaker, just as a paid lobbyist can, but the ultimate responsibility lies with the member of the legislature themselves. Once a bill is “dropped” at the Code Reviser’s Office, it gets filed and is then sent to the appropriate chamber to be taken up in the legislative session. However, this is the part of the process that is understood the least. The bill now goes to the appropriate committee of origin for a hearing and the opportunity for the public to comment in support or opposition of the underlying bill. The committees themselves are always controlled by who has the majority in the legislature. In Washington State, that has meant one-party control for nearly 35 years. After the bill gets a hearing in its committee of origin, it then goes one of two places. If the bill costs money it goes to the Ways & Means Committee, whereas if the bill is only a policy bill and doesn’t carry any financial burden, it goes to the Rules Committee to be considered for a vote. Whichever party is in power determines which bills will get a full vote on the Floor and which won’t see the light of day. Now, the bill is ready to be debated and ultimately voted on. However,

this is only half of the journey, because once you have gone through all of that----you start the process completely over in the opposing chamber! In other words, if you dropped a bill as a Senator, you would go through this entire lengthy process, and then it would go to the House of Representatives and to another committee, and then to their Rules Committee or Ways & Means Committee and then finally to the Floor for a vote. Once a bill gets to this point, there is still no guarantee you will pass your bill because the final thing needed for a bill to become a law is the Governor’s signature. The governor has the ability to veto any bill, which is frankly rare these days because by the time a bill has gotten through both chambers of the legislature, it shows that it is probably not too controversial, and so typically there are few vetoes. I hope this helps you understand the legislative process just a little bit better. It also gives us multiple opportunities to weigh in on any bills we need to. Be on the lookout for more information about this topic as we get closer to the legislature convening in January.

On behalf of everyone at WSIADA, from the Board of Directors and staff, we wish you and yours a very Happy New Year!

Floorplan Financing: What You Need to Know Joe Keadle, Senior VP of Corporate Operations with Kinetic Advantage

So, you’re interested in a floorplan? What’s next? In today’s marketplace, your dealership’s profit centers are being squeezed from multiple angles. Vehicle values are up, retail loan advances guidelines are trailing behind the market values, and customers are savvier about market values than ever before. Many dealerships must turn to a floorplan provider to have enough liquidity to acquire the right inventory and stock their lots at the right level. Floorplan providers should be viewed as a tool for success and must be managed and understood for their impact to benefit your dealership’s bottom line. If you choose to utilize a floorplan, it quickly becomes a key tool in your inventory management and acquisition strategies. It is vitally important to consistently evaluate your floorplan options to ensure you are maximizing their value to drive your dealership forward. To fully grasp your dealership’s floorplan costs, you must begin by analyzing both indirect and direct costs, including the level of service, cashflow flexibility, inventory acquisition options, the interest and fee structure along with re-occurring ancillary fees. You may be thinking that this is starting to sound like work, but, next to your employee costs, floorplan expense is typically the second highest expense item for an independent dealership. A thorough and careful review of the indirect and direct costs will yield significant understanding of the relationship your floorplan provider has

on your dealership’s bottom-line. But it is important to understand that evaluating a floorplan provider on a straight cost basis alone along is unwise. The ability to source the inventory that best fits your dealership’s needs at the lowest cost and with the least difficulty is not just a straightforward effective interest rate question, it is also a question of service. Level of Service It is worth noting that cost alone does not determine which floorplan provider is the best fit for your dealership. You should review your dealership’s business model and identify the specific characteristics that will impact your dealership. Ask yourself questions such as: • Can I floor the type of inventory I typically stock or does the floorplan provider place restrictions on the age, mileage and floorplan advance (amount they are willing to floor per unit) of your inventory? • What are the costs and/or advance restrictions based on where you source the vehicle? Auction, trade-in, wholesale, etc. • What is the policy for floorplanning a trade-in, can they assist in funding the customer’s payoff to preserve your cashflow? • Is the floorplan easy to use and transparent on its billing statements? • What are their audit guidelines and what is the audit experience like? Floorplan providers’ service characteristics vary greatly, so you must determine which best suits your dealership’s business needs.

Now that you have reviewed and identified which provider you would like to work with, the next step is to develop a partnership with that provider. In today’s marketplace, floorplan capital is limited, and providers are conservative in their lending approaches as many of you might have experienced at the onset of the COVID pandemic. As the dealer, you should develop a strong relationship with your floorplan provider. Keep in touch and develop relationships up and down the organization, not just with a single person. Protect your floorplan relationships by: • Proactively managing your floorplan, communicating promptly and frequently; • Being timely with your payoffs; • Having clean audits and becoming a low maintenance client; and • Helping your provider realize that by partnering with you and helping you grow more profitable and stable, they are decreasing their risk. By taking these basic steps, you are stabilizing one of the most important capital funding sources your dealership relies upon. Once you have assessed the service level and potential fit for your dealership’s needs, you should evaluate the cost involved with receiving that service level. Direct Cost We all know that operating a dealership is a cash intensive business. Review the effects of your floorplans on your dealership’s cashflow: Continued on next page THE FRONT ROW | WSIADA.COM JANUARY 2022 | 5

Continued from previous page • When is your first principal reduction (curtailment) due? • How much are the curtailments per unit: 5%, 10%, or more of the principal balance? • When does that aged unit become due for full pay off? • What time frame does the floorplan provider allow for you to pay off a sold unit? • Are there timeframe allowances for a unit that you have not received the loan funding? • Can you source inventory beyond the floorplan affiliated auctions? • Can you floorplan a trade-in and other vehicles acquired outside of traditional auto auctions. If so, are there advance restrictions that could tie up some of your cashflow? The simplest way to analyze multiple floorplans is to review the direct costs to determine the total cost for each floorplan provider. Often, the base terms

of a floorplan are easily understood but the other related fees are not readily apparent when comparing the true costs of a floorplan: • Review your entire billing statement. • Request the floorplanner’s standard fee list to ensure that all initial floor fees, monthly audit fees, curtailments fees (paid in addition to the actual curtailment), payoff fees and additional floor fees for outside auction purchases are included in your calculations. Indirect Costs The amount of time that must be dedicated to managing a floorplan should be translated into an actual dollar amount. Simply review the time involved and allocate the average hourly cost of the employee(s) involved. This expense is directly related to your ease of doing business with the floorplanner. Does your floorplan provider equip you with the ability to source inventory without unnecessary hurdles and roadblocks? Does your floorplan provider have restrictions that impede your ability to make inventory

SALES TAXES IN WASHINGTON

How does a dealership know if they are charging sales tax correctly in Washington State? The Department of Revenue has a document (.pdf) that is available for any dealership to download called the “Car Dealers and Leasing Companies Local Sales & Use Tax Rates and Changes” to ensure Washington state dealerships are charging the correct sales tax in addition to the 0.03% Use Tax a dealership should be collecting on the selling price of every retail sale. This list is available each quarter, generally a month before the new quarter begins, for dealerships to adjust their systems. If it is highlighted in Blue, its an increase from the previous quarter. Please utilize this link for your dealership: https://dor.wa.gov/get-form-or-publication/forms-subject/local-salesuse-tax-rates-and-changes-motor-vehicle-sales-and-leases Remember, if a dealership does not collect the appropriate sales taxes for each retail sale, the Department of Revenue will require the amount difference to be paid off from the dealership. n

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acquisition decisions that can improve your dealership’s profitability? You may find that having multiple floorplan providers works best for you because the different providers fulfill different inventory needs for your dealership. However, check with your provider to see if multiple floorplan lines are allowed or if a particular floorplan provider requires that their line holds the first UCC-1 position. By applying these simple assessment methods, you can now determine the best value for your specific needs based on service and cost. Just as many of us have said while selling a customer a vehicle, the lowest cost does not necessarily mean the best value. View your floorplan providers as a tool for your success, a partner in your growth and profitability. Now more than ever, every dollar you spend must return the greatest possible value. Your floorplan providers should be a welcomed partner to help you build a successful dealership and will allow you to not only survive but thrive in this rapidly changing market. n

Are Negative Reviews Discouraging Your Potential Customers? By Dealer.com The Customers Are Always Right (Even When They’re Wrong) Your target audience spends a total of about 14 total hours researching and buying a car online. Part of that time is spent researching the right make and model, but a significant portion is also spent researching the right dealership by reading online reviews. And remember, those customers are always right in the minds of the online car buying public. In fact, a whopping 93% of consumers say online reviews impact their purchasing decisions and 91% of people trust online reviews.

dealership to actively manage its reputation online, and that includes prioritizing the positive reviews and leveraging them in your marketing materials.

Begin this process by recognizing where your dealership stands today. Do a little digging to determine your dealership’s Google My Business rating. Then, develop a comprehensive review and response plan with your team, including who will read

Online Reviews Swing Both Ways Just as negative customer reviews can leave a bad impression on would-be buyers, positive reviews can convince customers to shop at your dealership. It’s just a matter of harnessing the power of consumer opinion for good. And sometimes it’s as easy as asking. In fact, 77% of people would be willing to leave a review, if asked.

your reviews and how they will respond (promptly) with on-brand answers. Rather than passively waiting for your customers to offer feedback, invite them to share their opinions with review generation tools. This allows your dealership to cultivate a steady stream of positive customer reviews, so you can build trust with online customers and establish your dealership as a leader in the marketplace. Partner with a Purpose If you’d like help managing your dealership’s online reputation, Dealer.com can give you access to the industry’s best social marketing team. These experts understand your audience and know how to engage happy customers, encourage positive reviews, and keep your dealership top-ofmind online. n

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6 Ways to Avoid Employment Liability Claims By Todd Shepard, Founder of Shepard & Shepard Insurance Solutions When an employment-related lawsuit occurs, emotions run high and personal issues are often brought into play. Even when claims are meritless, defense costs can be substantial. The impact on morale and the reputation of your business can also be significant. It’s in the best interest of your business to reduce potential employment-related issues and strengthen your defense if an action is brought. Protect your business and your assets by following these six steps:

Invest in an Employee Handbook that Includes Employment-at-Will, Harassment and Discrimination Provisions A good first step is to invest in an Employee Handbook. Having policies in place that address termination of employment, discrimination, and harassment can reduce potential exposure in employmentrelated matters. Your handbook should include an employment-at-will statement and a zero-tolerance policy toward discrimination and harassment. Although there are templates available online, it is recommended you have an attorney draft or at least review the handbook to ensure that all policies are compliant with applicable state and federal laws

Train Employees and Supervisors on Employment-Related Issues All staff should receive basic training on employment-related issues. Review the policies as a group and keep good notes or recordings of the discussions. Give your employees the opportunity to ask questions to clarify the intent of the handbook guidelines. • Take every complaint seriously • Clarify the types of behavior that are unacceptable in the workplace. • Immediately refer every complaint to HR or the designated employee for investigation.

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• Document performance issues and be honest on performance evaluations. • Address and stop conduct that could draw allegations of discrimination or harassment. • Establish a clear process to file a harassment or discrimination complaint • Be fair and consistent

Document Everything Employment claims often come down to one’s word against another’s. Maintaining detailed documentation of incidents in question, immediately upon discovering them, creates a stronger defense in any potential claim. Documentation should be clear, free from emotion or unnecessary commentary, and include performance concerns and any resulting consequences. An employee should always sign the documentation acknowledging any issues had been brought to his or her attention.

Discourage Jokes and Banter within the Workplace Most employees want to be free to enjoy relationships with their co-workers. While a fun and relaxed atmosphere is to be encouraged, too much leniency can lead to hurt feelings or other concerns. What may seem to be harmless jokes can silently be taken as harassment. Comments or jokes related to another employees health, age, religious or political views, color, or sexual orientation should be forbidden. The days of off-color jokes and hazing are long gone and have no place in or around your office. Be vigilant in ensuring that employee interactions are professional and appropriate.

Regulate Employee Internet and Email Use With easy access to the internet, computers, and smart phones employees

are naturally drawn to non-work activities such as online shopping, social media, videos, or surfing for fun. Ensure all employees are aware that these tools are used in an appropriate manner without exception. Have a policy prohibiting the access of pornographic or inappropriate websites and consider software that blocks inappropriate websites. Be aware that not all employees share the same views politically.

Establish an Open-Door Policy It’s easy to say you have an open-door policy, doing it can be a challenge. As a business owner or manager, you must be willing to listen, without judgement or argument, to concerns of your employees even if you might disagree with their viewpoint. Encouraging open and honest communication is the easiest way to avoid employment-related problems. Employees should feel comfortable discussing employment-related issues. Protect your business and your employees by allowing those concerns to be identified early and addressed before a true problem develops. Prevention and awareness are the best tools you can implement to avoid costly Employment-Related lawsuits, but it is no guarantee you won’t be sued. Even a frivolous lawsuit can result in thousands of dollars in legal fees. To better protect your business and assets consider purchasing an Employment Liability Practice Insurance policy (EPLI). EPLI coverage is not part of a business insurance policy and must be purchased separately. Consult your insurance agent to discuss adding this valuable and affordable type of policy. n Todd Shepard is the founder of Shepard & Shepard Insurance Solutions, speaker, trainer, and regular contributor to the Front Row. For more information and a review of your dealer insurance policy visit shepquote.com or toll free 855-396-0488.

COVID-19 Remains in the Driver’s Seat By Ronnie Wendt, Founder of In Good Company Communications and an editor for F&I and Showroom

NADA economist forecasts supply chain challenges, including the chip shortage, will persist well into 2022. The biggest story of 2021 revolves around how the semiconductor chip shortage has impacted vehicle production across the globe, reported Patrick Manzi, chief economist for the National Automobile Dealers Association (NADA) in the association’s “Third Quarter Economic Update.” Manzi shares the shortage has limited vehicle production, which has tightened dealership inventories, which has driven down sales. Worse, the end is nowhere near in sight, he adds. “At the end of the third quarter inventory in the U.S. was just under one million units (or approximately a 24-day supply). And that 10 | THE FRONT ROW | WSIADA.COM JANUARY 2022

represents a decline of 65% compared to the previous year when inventory at the end of the third quarter sat at 2.7 million units or a 50-day supply. Suppressed inventories are unlikely to change too much before the year’s end and will continue to impact sales in the fourth quarter of 2021,” he noted in the NADA podcast. The third quarter saw a SAAR of 13.3 million units after light-vehicle sales in September fell for the fifth straight month to a SAAR of 12.2 million units. The September SAAR was just 100,000 units over May 2020, but Manzi reminds that in “May 2020, we were still under lockdowns in parts of the country.” Manzi cautioned that low inventory levels are restricting sales and will continue to do so throughout the end of the year. Auto Forecast Solutions reports the microchip shortage has cost the global industry over 9 million units of production, with a loss

of 1.2 million more than expected. North American vehicle production fell over 2.9 million vehicles with a drop of 300,000 units more than expected. “Because of inventory constraints and demand-sales limitations, we have reduced our sales forecast from 16.5 million units to 15 million for 2021,” he said. Skyrocketing Prices Limited new vehicle inventory also continues to impact the used vehicle market, according to Manzi. “Many consumers had to turn to the used market,” he said in the podcast, noting this scenario pushed “record-setting wholesale option and retail prices over the summer.” Auction prices, he noted, cooled in late summer but began heating up again in September. Kayla Reynolds, economic

and industry insights manager for Cox Automotive, reported in a conference call that wholesale used vehicle prices on a mix, mileage and seasonally adjusted basis increased by 5.3% in September over August. As a result, she reported the Manheim Used Vehicle Value Index rose to a record high of 204.8, a 27.1% increase from September 2020. As of September, the J.D. Power Used Vehicle Price Index also was up 35% over the same nine-month period of 2020. The index was 11.2 points higher than in August, showing that used-vehicle prices continue to buck traditional seasonality.

While seasonality traditionally impact vehicle prices, industry analysts predict higher than normal prices at auction will continue if the inventory situation persists. New vehicles also are selling at alltime highs. In fact, J.D. Power finds average transaction prices hit $42,800 in September—an all-time high and the fourth consecutive month with transaction prices exceeding $40,000. Average incentive pricing per unit hit a record low of $1,775 down from $2,037 in 2020. This is because the average time a vehicle sits on a dealership lot dropped to 23 days in September versus 54 days in September 2020, reported J.D. Power. “Until inventory levels return closer to their previous levels, [prices will stay high],” Manzi stressed. “It’s unlikely that we’re going to see inventory levels anywhere close to where they were pre-COVID by year’s end. We’re going to be dealing with this GDP impact to production and other supply chain disruptions through 2022.” Where inventory will fall at the end of 2022 remains unclear, according to Manzi. “We expect to see a slight increase of 100,000 units or so before year’s end. Then, if all goes according to the forecasts I’ve seen, we may be closer to 2 billion units by the end of 2022,” he noted in the podcast.

Job Gains Pick Up Speed NADA also tracks job gains. August’s lower than expected job gains of 235,000 jobs also will impact the industry, Manzi predicted. However, Manzi says glimmers of hope exist, noting he expects job gains in September and beyond. “We’re about 3.5 million jobs below where we were before the pandemic hit, but we are seeing some strong indicators that the labor market continues to recover,” he said. “There are now over 10 million job openings and over 1.25 job openings for every unemployed person.” At the height of the pandemic, there were five unemployed people per job. However, the U.S. labor market has some distance to catch up to pre-pandemic levels. The labor market employs 5 million fewer people than before the pandemic began, reported the U.S. Bureau of Labor Statistics. Though employment remains steady at new-car dealerships, Manzi reports some dealerships struggle to fill vacancies because of strong labor demand nationwide. Shaky Consumer Sentiment

Inflation readers now fall at 4%-5% depending on the metric. “That is a good bit higher than the Fed’s preferred target of around 2%,” he said. “It’s likely that inflation will remain elevated as long as we deal with supply chain shortages.” Manzi predicted price increases will eventually slow down and return to normal levels. “We expect prices to cool by the second quarter of 2022,” he said. “But again, COVID is still in the driver’s seat, and we may see further supply chain disruptions.” Electric Vehicle Sales Heat Up As the Biden Administration pushes Americans to drive cleaner vehicles, electric vehicle sales are growing in kind, according to Manzi. The year’s first nine months of batterypowered electric vehicle sales represented 2.6% of all new vehicles sold, up about 110 basis points in terms of market share over the same nine-month period in 2020. Battery electric vehicle sales totaled 300,635 in the first nine months of the year, an increase of 91.3% over the same period in 2020.

The September results from the University of Michigan Surveys of Consumers show consumer sentiment edged upward in September following back-to-back declines in July and August. The report found growing fears of another COVID surge because of the Delta Variant sparked a plunge in consumer confidence in August, but noted consumer sentiment rallied in September.

Franchise dealers also hit a milestone. “From 2012 to the third quarter of 2021, franchise dealers have sold over a half million battery-powered electric vehicles,” he said. “There are all kinds of new models coming to dealers’ showrooms within the next 18 months. We expect franchise dealers to capture a bigger share of the EV market going forward. Many new products are in very hot segments of consumer demand.”

“September’s reading turned positive and headed in the right direction,” Manzi said. “But again, consumers were a little less concerned about the Delta variant given a downward trend in cases.”

Franchise dealers, he said, are undertaking massive investments to ready their stores to sell and service EVs. “NADA estimates franchise dealers will invest between $2 and $3 billion to sell these products,” he said.

Whether this continues remains to be seen as concerns rise over inflationary pressures. Consumers have seen inflated prices for appliances, lumber and even food. “That has caused many consumers to hold off on purchases until they believe price increases have slowed,” he said.

The auto industry continues to reel from COVID-19 impacts but will eventually stabilize into a new normal, but when that will occur remains a guessing game. n

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5 Tips to Overcome Car Sales Objections By Phil Spagnoli, Regional Sales Director at Elead1One

Buying a car is a big, expensive purchase that few people undertake lightly. So, of course you’re going to hear a lot of car sale objections. Don’t take “I need to think about it” personally. Your job is to be a consultant – there to answer every question with the goal of finding the perfect-fit vehicle and starting a relationship. The majority of people visit fewer than two dealerships before buying. Chances are good that if you can overcome sales objections, you will turn that shopper into a buyer. Here are 5 tips to help: 1) Do a thorough needs assessment. You need to understand “why” a customer is objecting to a sale, and that requires some upfront questioning. Do a thorough needs assessment before your sales pitch. This builds rapport and trust. As I’ve said before, people buy things from people they trust. If there’s no rapport, you may sell some vehicles, but not very many. 2) Tell a story that shows empathy. Relate to a customer’s objection with your own story. Have you worried about buying a car in the past? Why? What was the outcome? Consider this example for a potential Subaru Outback buyer: “I understand your worries about fitting your kids and all of their gear in the car, but I’ve got three kids and it’s no problem to fit them and all of their stuff. In fact, the back 12 | THE FRONT ROW | WSIADA.COM JANUARY 2022

is big enough for their soccer gear, plus I have one who plays hockey, and it’s no problem. My wife really likes it too because we get great gas mileage. Do you want to check it out? We can do a quick test-drive now.” Don’t make up a story. If you don’t personally have one, relate the experience of a colleague, friend, neighbor, etc. Customers can and will sniff out tall tales. 3) Don’t lose out because of a trade. Every customer will go online to see what their trade is worth, and they will look at the value in perfect condition. Your job is to inject reality with logic. Value the trade during a walk-around. Touch the tires that may be bald, touch that gash in the passenger door. You have to touch flaws to make them real. Comment along the lines of: “Your car normally would be worth $15,000 but as you can see there are things we’ll need to fix before we can put it on our lot. Does it make sense to you that we can offer $10,000 because we’ll have to make repairs?” Common sense and logic will resonate with customers. 4) Invite your sales manager over to help. You will know when you’ve lost a customer. That’s the turning point where you need your sales manager to drop in. Tell the customer you’ll get your manager to help work out a deal, then leave the two of them to speak privately. If you’ve lost the customer, for whatever reason, that

customer will not speak frankly if front of you. Know when to bring in help, then remove yourself from the situation. 5) Keep the relationship alive even if the customer does not buy from you. That customer will buy a car again. In the meantime, become their car guy with quick communications that play to their interests. Did you talk about their favorite sports team? Shoot a quick congratulations text when that team wins a big game. Have a video showcasing how to pair Bluetooth to the Cadillac model they wanted? Include it in a short email. Service specials are also a valuable way to get the customer back into your store. Offer a customer a free oil change to try out your shop. Make it a big deal VIP event for anyone in the family. Word of caution: Don’t let your service advisors scare them by saying the car needs $10,000 worth of work. This only gives credence to the old adage that car dealerships are there to steal money. Praise the car, tell the customer they’ve done a great job of taking care of it, then bring up a couple things to keep an eye on. Sales objections are part of the job. Stop taking them personally and instead cultivate skills to overcome them. You’ll make more sales and be on the road to long-lasting customer relationships that produce for years to come. n

HONORING WSIADA PAST PRESIDENTS 2018 – 2021: AJ Hamedian, Excellent Choice Auto Sales 2017 – 2018: Mo Aliabadi, South Tacoma Auto 2015 – 2016: J.T. Curry, Motors Northwest 2012 – 2013: Mo Aliabadi, South Tacoma Auto 2011 – 2012: Robert Reid, Reid & Johnson Motors 2009 – 2011: Bill Heald, Maple Leaf Motors 2008 – 2009: Danny Archibald, 2006 – 2008: Ken Williamson, John’s Auto Mart 2005 – 2006: John Zuckerman, Aurora Classic Coaches 2004 – 2005: Bill Heald, Maple Leaf Motors 2003 – 2004: David Randall, Archibalds 2002 – 2003: John Zuckerman, Aurora Classic Coaches 2001 – 2002: Art Manger, I-Deal Auto Sales 2000 – 2001: Pat Feutz, Gene Pankey Motor Co. 1999 – 2000: Mike Van Dinter, A-1 Auto Sales 1998 – 1999: Don Castle, I-Deal Auto Sales 1997 – 1998: Robert Reid, Reid & Johnson Motors 1996 – 1997: Emil Scarsella, Town & Country Auto Sales 1994 – 1996: Jack Morris, Greg Morris Co. 1992 – 1994: John St. Laurent, St. Laurent Motors 1990 – 1992: Dave Kuper, D.K.’s Motor Co. 1989 – 1990: Jim Holder, Al’s Used Cars 1988 – 1989: Ray Harley, Ray’s Auto Sales 1987 – 1988: Greg Morris, Greg Morris Co. 1986 – 1987: Ray Harley, Ray’s Auto Sales 1985 – 1986: Gary Giacomini, Gary’s Fine Cars 1983 – 1985: Irv Rohrich, Rohrich Chevrolane 1982 – 1983: Bill Newton, Purple Key Motors 1981 – 1982: Gene Pankey, Gene Pankey Motors Co. 1980 – 1981: Frank Granat, Aurora Car Mart 1978 – 1980: Howard “Mac” Ruddell, Ruddell Auto Sales 1976 – 1978: Bill Newton, Purple Key Motors 1975 – 1976: Bob Ochsner, Bob Ochsner Cars 1974 – 1975: Walt Friel, Summit Motors 1973 – 1974: Don Stephens 1972 – 1973: Dick Giovi 1971 – 1972: Howard Vande Kieft 1970 – 1971: Carl North 1969 – 1970: Allan Barry 1968 – 1969: Joe Rodgers 1967 – 1968: Eddie Bawyn 1965 – 1967: Ralph Look 1964 – 1965: Dick Wyman 1963 – 1964: Archi Caraway 1962 – 1963: Chuck Suvan 1961 – 1962: Roger Tallakson 1960 – 1961: D.L. Burd 1959 – 1960: Bill DeRango 1958 – 1959: Morrie Stotsenberg 1957 – 1958: Bill Deupree 1955 – 1957: Don Medley

Used Car Retention Rate Rises By Used Car News Staff Black Book on Nov. 3. released its Used Vehicle Retention Index for October 2021, which increased to 180.2 points, a 10.8 point (or 6.4%) increase from September (169.5). The Index currently stands 38.8% above where it was this same time last year. “With no short-term resolutions to new inventory problems, dealers are continuing to spend money on used inventory, pushing wholesale prices up to new records across all segments in October,” said Alex Yurchenko, Chief Data Science Officer at Black Book. “As in September, cars of all sizes and compact crossovers led the rally. Average price of a used vehicle is 39% above 2020 levels and 56% above the pre-COVID 2019 level. Although we don’t expect this level of prices to be sustainable for the long-term, we expect the used car market to remain strong for several years due to limited new inventory and reduced availability of used supply.” The Black Book Used Vehicle Retention Index is calculated using Black Book’s published Wholesale Average value on two- to six-year-old used vehicles, as percent of original typically equipped MSRP. It is weighted based on registration volume and adjusted for seasonality, vehicle age, mileage, and condition. The Index offers an accurate, representative, and unbiased view of the strength of today’s used vehicle market values. n

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5 Tips to Optimize Your Auto Dealership Website to Generate Leads

By Matt Buchanan, Co-founder and Chief Growth Officer at Service Direct

A quality website will not only help you land more business, but it will also give your dealership a professional look that builds credibility. As a car dealer, you know the importance of people being able to find you online when they are searching for a new car, or for a place to sell their car. However, just having a website isn't enough. You can try to drive all of the traffic in the world to your website, but you’ll just be wasting money if it’s not optimized to convert that traffic into leads. Digit If your website isn’t driving you new business, it might do little more than take up space on a server. Here are five tips that will help you get more value out of your site by generating more leads for your business.

The Importance of a Conversion-Ready Website

As a dealership owner or general manager, you are already too busy. There isn’t enough time in the day to get everything done as is, and your website isn’t necessarily “hurting” anything. While we understand the struggle to find free time to take on new projects, here are a few stats that may have you rethinking your digital priorities: • • • •

Nine out of 10 automotive internet shoppers visit at least one automaker’s website during the shopping process. Of those shoppers, 84% visit a dealer’s site and 79% visit a third-party site. Automobile consumers visit an average of 4.2 websites in their purchasing process. 76% of new and used vehicle shoppers run a Google search before buying.

Simply put, a quality website that is ready to convert can be one of the most powerful tools available to your business. The internet plays a massive role in nearly every business industry in the 21st century, and that certainly applies to dealerships. If your site isn’t designed strategically to turn visitors into customers, you are leaving money on the table.

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Tip #1: Make sure your website is responsive, fast, and mobile-friendly

Today, 60% of car buyers access dealership websites from their mobile phone. Remember, your website doesn’t need to be the most advanced piece of technology on the web. The goal of your site is to deliver important information to potential customers and encourage them to contact you for more information or to make an appointment. So, investing a lot of time or money into developing a high-tech site doesn’t make a lot of sense. With that said, your site does need to hit on a couple of key tech points: • It needs to be fast. If your website takes longer than 10 seconds to load, your bounce rate increases by 123%. Site users aren’t going to wait around for slow pages to load. If your site is slow, visitors will simply hit the “Back” button and look for another site to explore. Large images and low-quality servers are two common causes of slow page load times, so check on those issues if your site feels sluggish. • It needs to be responsive and mobilefriendly. The majority of your site’s visitors are going to be using a mobile device when they access the site. Given that fact, you need to use a site structure that will automatically adapt and display the content properly on mobile devices. This functionality is standard with many site platforms today, but it’s important to confirm that your pages are rendering correctly on smaller screens.

Tip #2: Ensure your main call to action is above the fold on every page

“Above the fold” is a term that is left over from the newspaper days. When a newspaper is folded in half to be sold or delivered, the most important information was placed “above the fold” — meaning it could be seen without even unfolding the paper. While websites obviously don’t fold in the physical sense, this concept still applies today. Today, “above the fold” means the content appears immediately on the screen while

the page loads without having to scroll down. Your primary call to action should be displayed in this area of the page. For example, if you just want people to call and schedule a dealership appointment, then your phone number should be right at the top with easy to click to call enabled.

Tip #3: Optimize your website navigation for ease of use

Simplicity is the name of the game when designing a website. It’s easy to get caught up in all of the fancy features that can be added to a site, but you need to keep the user experience in mind first and foremost. When a new visitor lands on your site, are they going to be able to find exactly what they need? Your main navigation is the launching point for where you want your visitors to take their next step, so make it clear, not confusing. Optimize your main navigation with a firm hierarchical structure that will encourage their next step. Depending on who your customer base is, a good start for a dealership main navigation is: • Shop (or New) • Trade/Sell • Offers (or Specials) • Finance (or Get Pre-Approved) • Service & Repairs • Resources • Contact Us

Tip #4: Create optimized vehicle landing pages

When a potential customer clicks on a car listed on your site and visits the dedicated landing page to learn more about that car, this means they’re one step closer to calling, filling out a form, or visiting your dealership. Don’t waste this opportunity. Optimize these pages to entice visitors to take the final step. For starters, make sure your information is up to date. You will quickly lose any trust that has been established if the information is limited or outdated. Next, provide enough information that will make them want to reach out. This could include videos, highquality images inside and out of the vehicle, specs and features, and a prominent lead capture form. A common tactic that is used is to require a person to submit their email

information in order to get an estimate on pricing options based on different financing scenarios. The other benefit of building out vehicle pages comes in the form of a search engine optimization (SEO) boost. We could have an entire article — or book — on SEO, but the basic concept here is that creating pages for each of your vehicles with the property page markup and meta data will give you a better chance at having people find you when searching for a specific vehicle.

Tip #5: Refresh your website copy to build trust and credibility

It’s hard to write good copy. Even if you know your business inside and out, it can be tricky to convey the right messages to your target audience in written form. If the words on your site have been sitting there for years, take a close look at the copy and think about how it can be improved to better explain your services and the value you offer. If you aren’t happy with your site copy after putting a little bit of time and effort into improving it, hiring a freelance writer for the task could be a good option. There are countless writers available today, and many are well-versed in the automotive space. The use of a professional writer could take the quality of your site to a new level, and the cost should be relatively modest in the big picture. It might seem like a hassle at first to spend time optimizing your website, but this effort is going to more than pay off in the long run. A quality website will not only help you land more business, but it will also give your dealership a professional look that builds credibility. Tackle this project as soon as possible and see what it can do for your bottom line. n Matt Buchanan is the co-founder and chief growth officer at Service Direct, a technology company that offers local lead generation solutions for service businesses. He has 15-plus years of expertise in local lead generation, sales, search engine marketing, and building and executing growth strategies.

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SERVICE PROVIDER DIRECTORY WSIADA service providers are best in class.

We invite you to explore their services and please mention that you saw their listing in the Front Row magazine.

Accounting & Tax Services

RH2 | Rekdal Hopkins Howard (425) 658-1400 rh2cpas.com

Auctions

ACV Auctions (800) 553-4070 acvauctions.com

Adesa Portland

(503) 492-9200 www.adesa.com/portland

Adesa Seattle

(253) 735-1600 adesa.com/seattle

Bidbuy Dealer Auctions (844) 505-1555 bidbuydealer.com

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

Insurance Auto Auction (IAA) Spokane (509) 891-2388 iaai.com

Kaman Auctions (425) 640-5111 kamanauctions.com

MAG Auctions Spokane

Shepard & Shepard Insurance Solutions

Dealer Mgmt Systems

(253) 737-2200 magauctions.com/daasea

(833) 310-1610 kineticadvantage.com Learn more on back cover

Davies Pearson, P.C. (253) 620-1500 dpearson.com

Lending

Ally Financial (888) 919-2559 ally.com/dealer

Carousel Software

Lobel Financial Corp.

(503) 286-3000 manheim.com

Digital Marketing

Nationwide Northwest

Manheim Seattle

(888) 725-7637 321ignition.com

Manheim Portland

(206) 762-1600 manheim.com Learn more on page 16

Yarbro Auctioneers

Ehli Auctions

(206) 658-6900 iaai.com

Legal Services

MAG Auctions Seattle

Benefits & Health Insurance

Insurance Auto Auction (IAA) Seattle

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

Farmers - Karen Dunn Insurance Agency

(855) 396-0488 shepquote.com Learn more on page 9

CTM Unlimited Auctions

(253) 572-0990 ehliauctions.com

Kinetic Advantage

(509) 244-4500 magauctions.com/daanw

(509) 765-6869 yarbro.com

(877) 396-5808 ctmunlimitedauction.com

Bonds and Commercial Insurance

Washington Retail Association (360) 943-9198 waretailservices.com

(509) 926-8848 carouselsw.com

321 Ignition

(206) 259-0203 nac-loans.com

Reliable Credit Association

Selly Automotive

(253) 240-1818 reliablecredit.com

(650) 409-2526 sellyautomotive.com

Merchant Services

Keybank Merchant Services

Finance and Insurance

Southwest Dealer Services (206) 571-3068 swds.net

(253) 333-0300 afcdealer.com

(800) 537-6571 key.com/small-business/services/ merchant-services

Parts & Service

Floor Plan Companies AFC

(503) 653-8000 lobelfinancial.com Learn more on page 3

AutoZone

(866) 727-5317 sc53@autozone.com Learn more on page 7

Vehicle Services PRco

(800) 388-7726 prcousa.com

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READ & RESPOND JANUARY 2022 The WSIADA READ AND RESPOND quiz allows the reader to earn one hour of continuing education credit toward the dealership’s required annual renewal. Payment options are available for members of the association and non-members 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. SEND YOUR COMPLETED QUIZ TO WSIADA [Mail: 707 Auburn Way South, Auburn, WA 98002 or Fax: 253-804-0844 or Email: education@wsiada.com] 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. q I have read and understand the disclaimer above. Dealership Name

Motor Vehicle Dealer No.

Date

Quiz Taker’s Name Signature Email Position Business Phone Fax CIRCLE THE CORRECT ANSWER.

1. Which of the following is not related to Floorplan Financing? a) Trade-In Flooring b) Level of Service c) Indirect Costs d) Direct Costs 2. This document investment will help in addressing employment issues such as discrimination, harassment, and termination? a) Law handbook b) Worker’s Compensation handbook c) OSHA Handbook d) Employee Handbook 3. If a legislative bill will cost money, it will be sent to the Rules Committee in Washington State? a) True b) False 4. Which tip will help a dealership website with ease of use for a consumer? a) Optimize your website navigation for ease? 18 | THE FRONT ROW | WSIADA.COM JANUARY 2022

b) Refresh your website copy to build trust and credibility? c) Make sure your website is responsive, fast and mobilefriendly? d) Create optimized vehicle landing pages?

5. Overcoming sales objections will help turn a shopper into a buyer. a) True b) False 6. Average prices of a used vehicle is what percentage above 2020 levels? a) 15% b) 22% c) 26% d) 39% 7. How much percentage of people would be willing to leave a positive review for potential customers to read? a) 18% b) 52% c) 61% d) 77%

8. Nine out of 10 automotive internet shoppers visit at least one dealership website during the shopping process? a) True b) False 9. The J.D. Power Used Vehicle Price Index showed an increase of 35% in the same time frame as in 2020? a) 3 Month Period c) 6 Month Period c) 9 Month Period d) 12 Month Period 10. Maintaining detailed documentation regarding employment claims creates a stronger defense to any potential claim. a) True b) False

The Washington State Independent Auto Dealers Association was created by Independent auto dealers for Independent auto dealers in the state of Washington since 1953.

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CONTINUING EDUCATION SPECIFIC TO WASHINGTON STATE L AW

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10% DISCOUNT ON PRODUCTS IN STORE AND ONLINE

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INVOICE OPTION AVAILABLE**

OVER $3,000 IN AUCTION DISCOUNTS AT PARTNERED AUCTIONS: - ACV AUCTIONS - MAG AUCTIONS (DAA NW & SEATTLE) - MANHEIM (SEATTLE & PORTLAND) - KAMAN - CTM UNLIMITED

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CONTINUING EDUCATION OPTIONS AND PRICE DIFFERENCE: EDUCATION

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Included in membership

$75

2 Chapter Mee�ngs (5 hours)

Included in membership

$100

Con�nuing Educa�on (5 hours)

Included in membership

$150

$125

$175

To Be Announced

Title Workshop (3 hours) Annual WSIADA Conven�on (5 hours)

*RECENT DEALER ADVICE RESULTED IN $5,000 SAVINGS ON ONE DEALER TRANSACTION **CONTINUING EDUCATION FEES ARE EXCLUDED FROM INVOICING OPTION

AUCTION LISTINGS n ADESA SEATTLE adesa.com/seattle Tuesday: Consignment, 9:30AM Alternate Tuesday: Specialty, 8:30AM Thursday Night: InOp Sale, 4:45PM n ADESA PORTLAND adesa.com/portland Thursday: Consult website n BIDBUY DEALER AUCTIONS (844) 505-1555 bidbuydealer.com Weekly Thursday Auctions 8:00AM to 3:00PM and previews Tuesday and Wednesdays 12:00PM to 3:00PM n COPART copart.com Times vary: Consult website n CTM UNLIMITED ctmunlimitedauction.com See website for auction dates and times. n DAA NORTHWEST magauctions.com/daanw Weekly auctions: Thursdays, 9:00AM Monthly promotional event auctions: Wednesday, 2:00PM & Thursday, 9:00AM

n DAA NORTHWEST (CONTINUED) Monthly MotorSports auctions: Thursdays, 11:00AM (Lane 8) Monthly RV auctions: 11:00AM (Lane 8) Heavy Metal auctions, 8:30AM as scheduled (Lane 8) NOTE: MotorSports, RV and Heavy Metal auction For dates, visit: daanwmotorsports.com

n IAA - INSURANCE AUTO AUCTIONS SPOKANE iaai.com (509) 891-2388 See website for dates and times.

n DAA SEATTLE magauctions.com/daasea Friday: Dealer and Fleet/Lease, 9:00AM Alternate Friday: Heavy Metal,* 9:00AM (Lane 8) Monthly GSA Public Auctions, 1:00PM *Mechanically-challenged/cosmetically damaged/non-running inventory

n MANHEIM PORTLAND manheim.com/locations/PAA/events Tuesday: Open Sale, 9:00AM

n EHLI AUTO AUCTIONS ehliauctions.com Last weekend of every month n IAA - INSURANCE AUTO AUCTIONS SEATTLE iaai.com See website for dates and times.

n KAMAN kamanauctions.com Thursday, Noon

n MANHEIM SEATTLE manheim.com/locations/SSAA/events Monday: OVE Event Sales; Foothills Toyota Mobile Sale, 1:00PM in Burlington, WA Wednesday: General Sale Weekly, 9:00AM All sale dates and times are subject to change. Please verify with the Auction or manheim.com.

WSIADA TITLE WORKSHOP $125 MEMBER // $175 NONMEMBER

This Workshop is designed to give dealers an in-depth understanding of the business practices, state/federal requirements, and forms needed to complete a transaction. This course offers 3 hours toward Continuing Education requirements and allows attendees to ask the instructor individual and dealership-specific questions. Any employee of a dealership may take this course. Continuing Education hours are issued to the dealership, not to individuals attending. The curriculum for this workshop includes, but is not limited to: • How to transfer a title • How to detect and avoid fraud • What paperwork is required to complete wholesale transactions, consignments & purchases from private parties • Common dealer errors • E-Permit processing • Tips on how to avoid costly penalties by being organized, efficient, and implement workable procedures You may register and pay online. You’ll receive an email confirmation after your registration is complete. Registration is available until 2:00PM the day before the class. In-person registrations on the day of the class are not accepted.

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

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