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Record Number of Travel Trailers Shipped to Dealers in 2014 page 18
Also:Society of Certified RV Professionals RecognizesWarranty Administrator page 14
Converting Private Sales into Dealership SalesPresents Opportunities for Dealers page 16
New ServiceManagement Guide
Latest edition has 100 pages of labortimes for the most-performed functions
It’s Spring Training Season!
Use the RV Learning Center’sresources to shape up your teamfor the sales season ahead
FEBRUARY 2015
page 10
page 12
28 RVDA endorsed products30 Mike Molino RV Learning
Center contributors 31 RV industry’s training calendar 31 Advertisers index
C O N T E N T S February 2015
10 It’s Spring Training Season! Now is the best time to invest in employee training and
education, before the spring sales rush starts. Find out howthe RV Learning Center can help tone up everyone at thedealership, from technicians to warranty administrators.
12 Popular Flat-Rate Manual Now Available inNew, Revised Edition
More than a dozen RV repair experts spent a year updatingand rewriting the popular “Service Management Guide.”The all-new 11th edition has more than 100 pages ofaverage work times for the functions technicians performmost frequently.
14 Warranty Administrator Regina Kerr:Certification is “Good for the Dealership,Good for You”
Kerr, a certified warranty administrator at Tennessee RVSales and Service for eight years, says her training helpedher better understand both the service department and RVmanufacturers.
16 Converting Private Sales into DealershipSales Presents Opportunities for Dealers
Of the two-thirds of RVs that are bought used, most arebought from private owners. But used units have highergross margins and turn rates than new units for dealers whotake advantage of this market.
18 Record Number of Travel Trailers Shipped toDealers in 2014
Travel trailer shipments last year broke the previous record,set in 2006. Other RV segments also continued to grow buthaven’t yet reached their pre-recession highs.
19 Recession Aftermath: Fewer RV RentalLocations but Stable Rental Revenue
The Great Recession took out some rental locations, but theremaining locations took in about the same amount ofrevenue. On the bright side: RV dealerships increased theirrevenues from utility trailer sales.
24 Pennant Fever! Sign Up for the 2015 GoRVing Dealer Program
Participating dealers are already receiving leads generated byGo RVing’s multi-million-dollar marketing campaign.They’re also receiving colorful Go RVing pennants todisplay at the dealership and special events.
5FEBRUARY 2015
6 Looking ahead 7 Chairman’s report 8 Officers, directors, and
delegates 9 Industry trends
I N EVERY I S SUE :
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6 RV EXECUTIVE TODAY
One of the benefits of having adiverse industry with many players
is that competition breeds productinnovation. Even as the pace of industryconsolidation increases, travel trailersand motorhomes still contain compo-nents and accessories from manydifferent suppliers.
Keeping up with the training that’savailable to effectively service andmanage the supply flow of thesecomponents is not easy, but the MikeMolino RV Learning Center, throughthe Society of Certified RVProfessionals, is working to make thisan easier task for those charged withscheduling training for their employees.
At www.rvlearningcenter.com, the“Society” button is a gateway to anumber of resources that can helpnavigate the training that techs and serviceand parts management personnel need tostay current.
Much of the training also supportsRVDA-RVIA technician and RVLearning Center certification by helpingcertified employees who hold industrycertification earn continuing educationunits (CEUs). The CEUs help employeesmeet the education requirements neededto recertify.
Some of the training providersinclude: Aqua-Hot Heating Systems,Arrow Distribution, Blue Ox, HWHCorp., Lippert Components,Northampton Community College,Northern Wholesale, NTP/Stag-Parkway,Spader Business Management, andThetford/Norcold.
There is also information on programsavailable through the RV LearningCenter, including the online RV techni-cian certification preparation coursesoffered in conjunction with RVIA. Thisprogram offers individual self-studytraining and certification preparation for
all sections of the RVDA-RVIA RVCertified RV Technician Career Ladder.The platform is designed to track, train,and prepare RV technicians at all levels forthe certification exam or to prepare forrecertification.
Another positive development isRVIA’s plan to expand its “Technician inTraining” (TNT) program nationally bythe end of 2017. The program is designedto increase awareness and participation forindustry technician training and certifica-tion programs by having people calldirectly on RV dealerships to educatemanagement and their technicians abouteducational opportunities.
The goal of all these efforts is to try totake the mystery out of finding training,and for those who have made the invest-ment in certification, get the continuingeducation they need to stay certified.
Thanks for your support.
LOOKINGAHEAD
President: Phil Ingrassia, CAE
Vice President forAdministration:Ronnie Hepp, CAE
Editor:Mary Anne Shreve
Graphic Designer: Ginny Walker
RV EXECUTIVE TODAY
RV Executive Today is published monthly by theRecreation Vehicle Dealers Association ofAmerica at 3930 University Drive, Fairfax, VA22030-2515. Periodicals postage paid at Fairfax,VA 22030 USPS No. 062450. Issued monthly toall RVDA members as a membership benefit paidfor by their dues.
Postmaster please send address changes to: RV Executive Today, 3930 University Drive,Fairfax, VA 22030-2515 The annual subscriptionrate of $30 is a part of membership dues.
Editorial/Business Office: 3930 University Drive, Fairfax, VA 22030-2515Phone (703) 591-7130 FAX (703) 359-0152
RV Executive Today (ISSN #1088-873X) Volume 19, Issue 2
For advertising information contact:Julie Newhouse, Marketing Manager, (703) 591-7130 x 103
RVDA STAFFChuck BoydDealer Services Manager
Hank FortuneDirector of Finance
Jeff KurowskiDirector of Industry Relations
Julie Anna NewhouseMarketing Manager
Brett Richardson, Esq., CAEDirector of Legal and RegulatoryAffairs
Julianne RyderMarketing Communications Specialist
MIKE MOLINO RV LEARNING CENTER STAFF Karin Van DuyseChief
Liz FlemingEducation Coordinator
Tony YermanRV Service Consultant –––––––––––––––––––––––––––––––––––Isabel McGrathTechnician Certification Registrar
Resources for EmployeeDevelopmentBy Phil Ingrassia, CAE, president
7
I t’s hard for some of us of a certain age to believe we’realready 15 years into the new millennium, and for theRV industry, it’s been quite a ride. It started strong, peakednearly seven years ago, went through a major contraction,and is now picking up steam, with 2015 looking to beanother strong year.
Now that we’ve turned the page on January, how areyou doing on any resolutions you made personally or foryour business this year? Did you resolve to lose weight, quitsmoking, eat healthier, learn something new, or spend moretime with family?
What business New Year’s resolutions did you make?Did you and your team pledge to improve parts or service,sell more units, improve inventory turns, or even expandoperations?
How are you doing so far? Even if you haven’t startedfollowing through with everything, there’s time to makemajor improvements to your life and bottom line in 2015. Ifind there are three key factors that are required forkeeping New Year’s resolutions:
Focus – If you give your goals “top of mind” awareness– daily, weekly, and monthly – you can visit and revisitwhat you want to get accomplished. If you take the timefor measurement and review, you’ll be on the way tocontinuous improvement.
Desire or commitment – I’ve never seen anyoneaccomplish a goal without the desire. Half-heartedcommitments nearly always equal half-hearted results or noresults at all.
Capability – All the focus and desire will not lead tosuccess without the right personal or corporate capabilities.This month’s magazine offers many articles to help yougrow through the Mike Molino RV Learning Center andother resources available through RVDA. Throughout theyear, the magazine strives to provide additional food forthought for professional development. Are you too busy toread them? Are you too busy not to read them?
With that in mind, a game plan to successfully keepresolutions can center on a few steps:
• Regularly review resolutions.
• Routinely focus on each, revisit progress, measure, andmake any necessary adjustments.
• Keep your desire and commitment levels high.
Specifically for professional development:
• Improve your skill sets throughout the year – considerattending an executive leadership program.
• Develop a training schedule for your dealership(s).
• Set quarterly and annual objectives.
• Start thinking about who should attend this year’s RVDealers International Convention/Expo and budgetappropriately.
It’s easy to get caught up in the day-to-day duties ofrunning our dealerships, but now is a good time to takestock of long-term goals and objectives. It should be a greatyear! I hope everyone stays focused!
P.S. Now that many of us are looking to expand our staffs, theRV Learning Center needs your financial support more thanever to update important programs, including the certificationprograms for service management and parts personnel.
A recent example of putting contributions to work is therelease of the all-new “Service Management Guide” on page 12.
Our annual professional development issue is also a greattime to thank all the contributors to the RV Learning Centerlisted on page 30 of the magazine. A special thanks to DanPearson of Pleasureland RV Centers, who provided a $10,000contribution match, which helped raise an additional $32,000for RV Learning Center. Thanks to all!
Keeping Focused in 2015By John McCluskey, chairman
“It’s easy to get caught up in theday-to-day duties of running ourdealerships, but now is a goodtime to take stock of long-termgoals and objectives.”
CHAIRMAN’S REPORT
FEBRUARY 2015
8 RV EXECUTIVE TODAY
ChairmanJohn McCluskeyFlorida Outdoors RVCenterStuart, FL(772) [email protected]
1st Vice ChairmanBrian WilkinsWilkins R.V. Inc.Bath, NY(607) [email protected]
2nd Vice ChairmanDarrel FriesenAll Seasons RV CenterYuba City, CA(530) [email protected]
TreasurerTim WeggeBurlington RV SuperstoreSturtevant, WI(262) [email protected]
SecretaryMike ReganCrestview RV CenterBuda, TX(512) [email protected]
Past ChairmanJeff HirschCampers Inn of KingstonKingston, NH(603) [email protected]
DirectorRod RuppelWebster City RV Inc.Webster City, IA(515) [email protected]
DirectorSherry ShieldsPan Pacific RV Centers Inc.French Camp, CA(209) [email protected]
DirectorRon ShepherdCamperland of Oklahoma,LLCTulsa, OK(918) [email protected]
DirectorGlenn ThomasBill Thomas Camper Sales Inc.Wentzville, MO(636) [email protected]
RVRA RepresentativeScott KrenekKrenek RV CenterColoma, MI(269) [email protected]
RVAC ChairmanTom StinnettTom Stinnett Derby CityRVClarksville, IN(812) [email protected]
RV Learning CenterChairmanJeff PastoreHartville RV CenterHartville, OH(330) [email protected]
DELEGATESAlabamaRod WagnerMadison RV SupercenterMadison, AL (256) [email protected]
AlaskaKevin BrownArctic RV & InteriorTopperFairbanks, AK (907) [email protected]
ArizonaDevin MurphyFreedom RV Inc.Tucson, AZ(520) [email protected]
ArkansasMichael MoixMoix RV SupercenterConway, AR(501) [email protected]
CaliforniaTroy PadgettAll Valley RV CenterActon, CA (661) [email protected]
CaliforniaJoey ShieldsPan Pacific RV Centers Inc.French Camp, CA(209) [email protected]
ColoradoTim BilesPikes Peak TravelandColorado Springs, CO(719) [email protected]
ConnecticutChris AndroHemlock Hill RV SalesInc.Milldale, CT(860) [email protected]
DelawareRyan HorseyParkview RV CenterSmyrna, DE(302) [email protected]
FloridaRob RothenhauslerOcean Grove RVSupercenterSt. Augustine, FL(904) [email protected]
GeorgiaDoc AllenC.S.R.A. Camperland Inc.Martinez, GA(706) [email protected]
IdahoTyler NelsonNelson’s RVs Inc.Boise, ID(208) [email protected]
IllinoisRichard FlowersLarry’s Trailer Sales Inc.Zeigler, IL(618) [email protected]
IndianaNathan HartWalnut Ridge FamilyTrailer SalesNew Castle, IN(765) [email protected]
IowaJeremy KetelsenKetelsen RV Inc.Hiawatha, IA(319) [email protected]
KansasBill HawleyHawley Brothers Inc.Dodge City, KS(620) [email protected]
KentuckyNeVelle SkaggsSkaggs RV CountryElizabethtown, KY(270) [email protected]
LouisianaJim HicksSouthern RV Super Center Inc.Bossier City, LA(318) [email protected]
MaineLinda MailhotSeacoast RVSaco, ME(207) [email protected]
MarylandGreg MerkelLeo’s Vacation Center Inc.Gambrills, MD(410) [email protected]
MassachusettsBrian SullivanCampers Inn of RaynhamRaynham, MA(508) [email protected]
MichiganChad NeffAmerican RV Sales &Service Inc.Grand Rapids, MI(616) [email protected]
MinnesotaWill JarnotPleasureLand RV CenterSt. Cloud, MN(320) [email protected]
Mississippi Stephen (Snuffy) SmithCountry Creek RV CenterHattiesburg, MS(601) [email protected]
MissouriTed EvansMid America RV Inc.Carthage, MO(417) [email protected]
MontanaRon PiercePierce RV SupercenterBillings, MT(406) [email protected]
Nebraska Tony StaabRich & Sons Camper SalesGrand Island, NE(308) [email protected]
NevadaBeau DurkeeCarson City RV SalesCarson City, NV(775) [email protected]
New HampshireScott SilvaCold Springs RVCorporationWeare, NH(603) [email protected]
New Jersey Brad ScottScott Motor Home Sales Inc.Lakewood, NJ(732) [email protected]
New MexicoRick SchollRocky Mountain RV WorldAlbuquerque, NM(505) [email protected]
New YorkJim ColtonColton RVN Tonawanda, NY(716) [email protected]
North CarolinaSteve PlemmonsBill Plemmons RV WorldRural Hall, NC(336) [email protected]
North DakotaMichelle BarberCapital R.V. Center Inc.Minot, ND(701) [email protected]
OhioDean TennisonSpecialty RV SalesLancaster, OH(740) [email protected]
OklahomaRon ShepherdCamperland of Oklahoma,LLCTulsa, OK (918) [email protected]
OregonLisa LarkinGib’s RV SuperstoreCoos Bay, OR(541) [email protected]
PennsylvaniaGreg StarrStarr’s Trailer SalesBrockway, PA (814) [email protected]
Rhode IslandLinda TarroArlington RV Super Center Inc.East Greenwich, RI(401) [email protected]
South CarolinaGloria MorganThe Trail CenterNorth Charleston, SC (843) [email protected]
South DakotaLyle SchaapSchaap’s RV TravelandSioux Falls, SD(605) [email protected]
TennesseeRoger SellersTennessee RV Sales &Service, LLCKnoxville, TN(865) [email protected]
TexasMark ClaySouthern RV SupercenterTyler, TX(903) [email protected]
UtahJared JensenSierra RV CorpSunset, UT(801) [email protected]
VermontScott BordenPete’s RV CenterSouth Burlington, VT(802) [email protected]
VirginiaLindsey ReinesReines RV Center Inc.Manassas, VA(703) [email protected]
WashingtonRon LittleRV’s Northwest Inc.Spokane Valley, WA (509) [email protected]
West VirginiaLynn ButlerSetzer’s World of Camping Inc.Huntington, WV(304) [email protected]
WisconsinMick FerkeyGreeneway Inc.Wisconsin Rapids, WI(715) [email protected]
WyomingSonny RoneSonny’s RV Sales Inc.Evansville, WY (307) [email protected]
VACANTHawaiiNorth Dakota
AT-LARGEBob BeenAffinity RV Service Sales & RentalsPrescott, AZ(928) [email protected]
Randy CoyDean’s RV SuperstoreTulsa, OK(918) [email protected]
David Hayes Hayes RV CenterLongview, TX(903) [email protected]
Ben HirschCampers Inn of KingstonKingston, NH(603) [email protected]
Ed LerchLerch RVMilroy, PA (717) [email protected]
Scott LoughheedCrestview RV CenterBuda, TX(512) [email protected]
Mike NobleNoble RV Inc.Owatonna, MN(507) [email protected]
Mike RoneSonny’s RV Sales Inc.Evansville, WY(307) [email protected]
Adam RuppelWebster City RV Inc.Webster City, IA(515) [email protected]
Rod RuppelWebster City RV Inc.Webster City, IA(515) [email protected]
Earl StoltzfusStoltzfus RV’s & MarineWest Chester, PA (610) [email protected]
Glenn ThomasBill Thomas Camper SalesWentzville, MO(636) [email protected]
Larry Troutt IIITopper’s Camping CenterWaller, TX(800) [email protected]
Ed UngerTom Raper IncRichmond, IN(765) [email protected]
Bill White United RV CenterFort Worth, TX(817) [email protected]
Participating PastChairmenBruce BentzCapital R.V. Center Inc.Bismarck, ND(701) [email protected]
Randy BilesPikes Peak Traveland Inc.Colorado Springs, CO(719) [email protected]
Debbie BrunoforteLittle Dealer, Little PricesMesa, AZ(480) [email protected]
Rex FloydFloyd’s RecreationalVehiclesNorman, OK(405) [email protected]
Crosby ForrestDixie RV SuperstoreNewport News, VA (757) [email protected]
Ernie FriesenAll Seasons RV CenterYuba City, CA(530) [email protected]
Andy HeckAlpin HausAmsterdam, NY(518) [email protected]
Rick HorseyParkview RV CenterSmyrna, DE(302) [email protected]
Larry McClainMcClain’s RV Inc.Lake Dallas, TX(940) 497-3300
Tim O’BrienCircle K RVsLapeer, MI(810) [email protected]
Dan PearsonPleasureLand RV Center Inc.St. Cloud, MN (320) [email protected]
Cammy PiersonCurtis Trailers Inc.Portland, OR(503) [email protected]
Joe RangeRange Vehicle Center Inc.Hesperia, CA (760) [email protected]
Dell SandersJ. D. Sanders Inc.Alachua, FL (386) [email protected]
Marty SheaMadison RV SupercenterMadison, AL(256) [email protected]
Bill ThomasBill Thomas Camper Sales Inc.Wentzville, MO(636) [email protected]
Larry TrouttTopper’s Camping CenterWaller, TX(800) [email protected]
RVDABOARDS: OFFICERS,DIRECTORS,&DELEGATES
U.S. and Canadian dealer inventories ofmotorhomes and towable RVs expanded inOctober, following a September when retail sales almostmatched factory deliveries, according to market researchfirm Statistical Surveys/The Thrive Group. Inventorieshad shrunk from April through September of 2014.
In the towables sector, the October 2014 inventoryindex was 67.9 because of a 33.8 percent increase infactory deliveries between September and October. Thiscompares with a 33.9 percent increase in towables ship-ments that occurred between September and October of2013. In both cases, the high volume of dealer orderingduring Open House Week inNorthern Indiana in Septembermost likely explains the sharpincrease in shipments betweenSeptember and October.
Retail sales of towables andmotorhomes did not keep pacewith factory-to-dealer shipmentsin October.
In the case of motorhomes,the increase of shipments betweenSeptember and October was notas pronounced, although the shipments increase didoutpace retail sales by a significant amount. The resultwas a motorhome inventory index of 75.3 in October2014, a marginal difference from the index of 76.8 inOctober 2013.
The 19,086 towable RVs retailed by U.S. andCanadian dealers in October represents a 5.1 percentincrease when compared with the 18,168 units sold toconsumers in October 2013. (U.S. towable retail saleswere up 7.3 percent in October and 9 percent during thefirst 10 months of this year. In Canada, towable RV retailsales were down 1.2 percent in October and were 5.4percent lower during the first 10 months of this year.)
Year-to-date, towables retail was up 4.9 percent to259,889 units, compared with 247,669 units sold toconsumers during the first 10 months of 2013.
Wholesale shipments of towables increased 11.1percent in October to 28,100 units, compared with25,300 units delivered to dealerships in October 2013.During the first 10 months of 2014, towable shipmentswere up 9.3 percent to 264,432 units, compared with242,000 delivered during the same portion of 2013.
In the case of motorhomes, 2,936 units were retailedin October, a 9.2 percent increase over the 2,688 unitssold in October 2013. (U.S. motorhome retail sales were
up 9.1 percent in October and 14.8 percent during the first10 months of this year, while Canadian motorhome salesincreased 4.9 percent in October and were up 1.5 percentyear-to-date.) Meanwhile, motorhome shipments increased11.4 percent to 3,900 units in October, compared with3,500 units shipped during October 2013.
Based in Grand Rapids, MI, Statistical Surveys/TheThrive Group tracks RV retail sales for the RV industry. Formore information, contact Tom Walworth at (616) 281-9898. The Thrive Group is a partnership between StatisticalSurveys and Spader Business Management.
Based in Grand Rapids, MI, Statistical Surveys/The
Thrive Group tracks RV retail sales for the RV industry. Formore information, contact Tom Walworth at (616) 281-9898.The Thrive Group is a partnership between Statistical Surveysand Spader Business Management. n
9
For the latest RV Inventory Indexreport, visit www.rvda.org.
50
75
100
125
150
OCTSEPAUGJULJUN
50
75
100
125
150
2014
2013
OCTSEPAUGJULJUN
102.3
115.7
71.8
67.9
114.2
98.3
TOWABLES
92.292.1
84.9
75.3
76.8
89
MOTORHOMES
YTD
YTD
2013 2014
2013 2014
Towable, Motorized RV Inventories Expand By Thomas Walworth, Statistical Surveys/The Thrive Group
INDUSTRY TRENDS
When the RVInventory Index isbelow 100, there’san expansion ofdealer inventories.When the index isabove 100, there’sshrinkage. If theindustry sold a unitat retail for everyunit delivered atwholesale, the RVInventory Indexwould be 100.
R V I N V E N T O R Y I N D E X
FEBRUARY 2015
N ow is the best time to invest in trainingand education, before the spring rushstarts. In a super-competitive market
filled with good products, it’s a dealership’spersonnel that distinguishes it from otherretailers. An educated, professional staff – fromthe salespeople to the service writers – is whatbrings customers in and keeps them comingback.
The not-for-profit Mike Molino RVLearning Center, established in 2002, offerstraining resources for almost every departmentand position in the RV dealership – even thegreeter/receptionist. Materials include every-thing from study guides and videos to conven-tion workshops and distance learning.
The center also sponsors free webinarsthroughout the year that help keep dealers up todate on regulatory and legislative issues. Othermaterials are available in print, CD, and digitalformats. Always, the goal is to help dealersoperate more efficient, profitable businesses
IT’S SPRING Use the RV Learning Center’s res By RVDA staff
“The goal is to help dealers operate more efficient,profitable businesses through increased
knowledge and professionalism, using the mostconvenient and cost-effective tools possible.”
D id you know that RV technicians canbecome certified specialists in five
different subjects, and that there are new,online prep courses available for each of
those five subjects?RVIA and the
Mike Molino RVLearning Center
now offer courses for appliances, chassis,electrical systems, body, and plumbing.These online resources enable techniciansto learn and prepare at their own pace,without leaving the dealership.
The specialty courses prep registeredtechnicians to become certified RV special-ists, the alternative on the right side of the
RVDA-RVIA RV Certified RV TechnicianCareer Ladder. The comprehensive RVTechnician Certification Preparation course– the course for technicians pursuing theleft side of the career ladder, and theRegistered Technician Preparation course,were released last year.
A registered technician moves up thecareer ladder by choosing one of twopaths – take the comprehensive test thatcovers all subjects required for certificationor master certification, or work throughthe five individual specialties. Once a techholds all five, or passes the full certifica-tion test, and meets the time-in-servicerequirement, he or she becomes a MasterCertified RV Technician.
Mike MolinoThe
New Prep Courses for Certified Specialists
10
The new programfeatures updated materialsto reflect the changing RVindustry, which relies onprofessionally trained techs to maintainthe latest RVs on the road today.
Currently, there are fewer than 2,200certified RV technicians. The new platformtracks, trains, and prepares techs to beable to pass a certification exam or berecertified. All content and testing isonline, and no other materials are needed.
Noting thatcertified techsare currently ingreat demand,RVDA PresidentPhil Ingrassiasays, “Ourindustry is on therebound, andthis improved
program will help technicians successfullynavigate the path to certification.”
To register for RV Tech Cert PrepCourses and industry certification, visitwww.rvtechnician.com or use the form onpage 26.
11
through increased knowledge and profession-alism, using the most convenient and cost-effective tools possible.
Learning Center chairman Jeff Pastoreonce needed convincing about the benefits oftraining. Now he’s a believer. “I’ve heard all theexcuses – ‘We don’t have the time,’ or ‘Wedon’t have the money,’ or ‘Certified employeeswill look for jobs at the competition,’ “ he says.But in his experience, training and certificationmake for happier employees who are morelikely to stay. “They’re more productive, andyou’ll see an increase in customer satisfaction.And with training, the dealership just makesmore money.”
One of the center’s major goals is toincrease certification throughout the RV deal-ership by offering it in five professions: partsmanager, parts specialist, service manager,service writer/advisor, and warranty adminis-trator. To help individuals prepare, the centerconsulted with industry experts and individuals
who actually perform these jobs and thendeveloped learning guides that explain theinformation and skills needed for eachposition. The guides can be used by mentorsworking with new or existing employees, orthey can be used by employees who alreadyhave some experience.
The Learning Center also offers onlinereadiness tests so individuals can gauge theirpreparedness for the certification test andidentify any knowledge gaps. These tests takeonly 10 to 20 minutes to complete and provideinstant feedback. Since each question ties to ajob’s specific skill or ability, the tests helppinpoint areas where an employee’s knowledgeis weak. Prep test results have shown to begood predictors of whether an individual willpass the certification exam. Information onaccessing the tests is available on the center’swebsite (www.rvlearningcenter.com). n
G TRAINING SEASON! sources to shape up your team for the sales season ahead
FEBRUARY 2015
CERTIFIABLYPROFESSIONALRev up your team’sskills during RVProfessional
Certification WeekMarch 16-22
The RV industry isgrowing again, andemployees need tokeep pace. The MikeMolino RV LearningCenter can certify yourparts and servicemanagers, service
writers/advisors, partsspecialists, techni-cians, and warrantyadministrators. Startpreparing your staffnow for certification,using the center’sextensive array ofproducts andprograms. Visitwww.rvlearning-
center.com for moreinformation.
12 RV EXECUTIVE TODAY
M ore than a dozenRV repair expertsspent a year
updating and rewriting thepopular “Service ManagementGuide.” The all-new 11thedition has more than 100pages of average work times forthe functions techniciansperform most frequently. Theguide includes extensiveupdates to previous editionsand features additional materialprovided by dealers, servicemanagers, technicians, andsuppliers.
“The new guide has moreservice management guidance,from training opportunities tojob descriptions to tool lists,plus how to manage situationsthe service department dealswith on a daily basis,” says RVLearning Center serviceconsultant Tony Yerman, whocoordinated work on the newedition.
“Every labor operationlisted now has a labor timeassociated with it. If a timemight have a variance or bequestionable as to accuracy forthe application, the publicationprovides guidance on how tohandle the situation.”
The guide, also known as aflat rate manual, is an ideal toolfor the service departmentwhen working with extendedservice agreement and insur-ance companies.
The “Service ManagementGuide” is available in twoformats – a 3-ring binderprinted on durable cardstockand a CD-ROM with search-able PDF documents.
Special pricing is availablefor RVDA members.
Printed manual ORCD-ROM:
• RVDA members – $175 • Non-members – $350
Printed manual ANDCD-ROM:
• RVDA members – $290 • Non-members – $585
See page 22 for an orderform. To view the table ofcontents, see a sample workunit, and order copies, visitwww.rvlearningcenter.com. n
Popular Flat-Rate Manual Now Available in New, Revised Edition
RV Learning Center’s 11th edition SMG has morelabor times, management guidance Edited by RVDA staff
The all-new 11thedition has morethan 100 pages of
average work timesfor the functions
technicians performmost frequently.
13FEBRUARY 2015
How’s this for convenience– free, 60-minute
noontime webinars that keepyou posted on importantsafety, environmental, and HRtopics? The Mike Molino RVLearning Center offers theseevents twice a month throughan alliance with RVDA asso-ciate KPA, a dealer servicesand Internet marketingprovider.
The format is generally a40-45 minute presentation bya subject expert, followed by a15-20 minute question/answersession. Participants view thepresentation slides throughone of the most popular andeasy to use web-conferencingplatforms, Go-To-Meeting,and have the option ofhearing the presenter throughtelephone dial-in or VOIP. Ifyou can’t make the live pres-entation, the center keeps anarchive of recorded webinarson its YouTube Channel.
Check the LearningCenter’s website often forinformation about upcomingevents. n
Learning Center’sMonthly Webinars –Quick, Convenient,and Free
Nowhere is certification moreimportant than in the service
department, where customer relation-ships can be strengthened or broken.The Mike Molino RV LearningCenter offers a special self-study prep
course for technicians workingtoward certification from theRVDA-RVIA RV ServiceTechnician CertificationProgram.
This study course – avail-able only through the LearningCenter – was developed byRVIA to give techs a leg up inearning certification. A recentstudy showed that 79 percentof those who completed thecourse later passed the certifi-
cation test, compared to 61 percent ofthose who didn’t use the course.
“This is a great resource for techni-cians who want to advance through thecertification process,” says RVLearning Center Service ConsultantTony Yerman. “It’s extremely easy to
use and easily acces-sible.” The coursecontent correspondsto all of the certifi-cation test sections,is interactive, andcombines text,audio, video, andpractice tests. It alsoincludes a discus-sion forum led bytechnical experts.
The center also partners with theFlorida RV Trade Association'sDistance Learning Network (DLN) toprovide tech training and certificationprep. Since the beginning of the part-nership in 2005, hundreds of dealer-ships have found this web-based videoformat a convenient, cost-effective wayfor techs to train, prepare for certifica-tion, and earn recertification contin-uing-education credits. DLN also offerstraining for service writers/advisors andcustomer-service training for dealershipgreeters and receptionists. n
Tools for Techs
More Good Reads from the RV Learning CenterThe RV Learning Center has awealth of learning materialsand publications to offer. Hereare just a few.
RV Technician Magazine
This bi-monthly e-magazine focuseson the technicaland aftermarketside of the RVindustry, providingservice personnelwith trou-bleshooting andrepair direction and
information on recalls, training opportuni-ties, and new products.
The Damage RepairEstimator
Written andpublished by RVrepair expert TonyYerman, thisresource providesaverage times andcosts of makingRV repairs andpurchasing parts.The estimator
helps service departments prepare consis-tent, data-supported claim estimates for RVowners and insurance companies, agrowing source of revenue from reimburse-ments for collision, storm, and vandalismrepair. This guide is available as a printed,300+ page manual and as an onlinesubscription-based service. n
14 RV EXECUTIVE TODAY
RecognizeProfessionalism!Want to give your certified teammembers credit for their hardwork and achievement? Theirnames can appear in the nextupdate. Just return this form byemail to [email protected] or fax to(703) 359-0152. More informa-tion about the Society ofCertified RV Professionals andthe recognition program isavailable at http://tinyurl.com/SocietyofRVProfessionals.
R egina Kerr has been a certified warrantyadministrator since 2007 and has been at
Tennessee RV Sales and Service for the past 10years. Being honored by the society last Novemberfor achieving and maintaining her certification“meant the world” to her.
“The warranty administrator takes a lot of flak,”she says, not only from others in the dealership butalso from the manufacturers.
Kerr had originally worked in parts stores, thenas a parts runner at Tennessee RV Sales andService. Eventually, she took the warranty adminis-trator position there. Only a few weeks later, thedealership received a fax about the RV LearningCenter’s pilot certification program for warrantyadministrators. It was the first certification oppor-tunity she’d heard of for anyone other than techni-cians, and she decided to go for it. “I wanted to bethe best I could be,” she says.
Kerr says that certification makes a real differ-ence in her ability to do her job, and it also makes abig difference to her customers. “I don’t get to talkwith a lot of the customers, but when I do, they’recomforted by the fact that I have the knowledge to
The Society of Certified RV Professionals recently honored five individuals who have maintainedtheir professional certifications for 8 years or more. The five received certificates andcongratulations from RVDA leaders before a standing-room-only audience at the society’s receptionduring the RVDA convention. This is the second of RV Executive Today’s new series that celebratesthese individuals and explores their reasons – and rewards – for remaining certified.
SECOND IN A SERIES
Regina Kerr: Certification is “Good forYour Dealership and Good for You”By Tony Yerman
Regina Kerr of Tennessee RV Sales and Service
15FEBRUARY 2015
do the best for them,” she says.And people do notice her
certificate and patch – whichher husband mounted on aplaque – hanging above herdesk. “They ask me, ‘You needto be certified to do this?’ “
Her certification and skillshave also been noticed by othersin the dealership. She says anemployee in Tennessee RV’s in-house retail store once told herthat he “wanted to know whatshe knew” and what she’d doneto learn her job so well, becausehe wanted to do the same. Shetold him that, in addition togetting certified as a warranty administrator, she had alsotaken the RVIA technician training – and now he’s takingit, too.
Kerr wasn’t seeking to gain certification as a technicianbut rather, a better understanding of her own job. “I foundthe training to be very helpful for knowing what was ontechnicians’ repair orders and what had to be explained tothe manufacturers for the warranty claims,” she says.
As a result of her experience in both the parts and
warranty departments, she’sgained a reputation as theanswer woman at her dealer-ship. “Certification is good foryour dealership, and it’s goodfor you,” she says.
Kerr knows the value ofongoing professional educationand wishes there were moresoftware courses that she coulduse for recertification CEUs.“Training on software likeExcel or Word would be veryhelpful, and we use IDS as ourdealer management software, socontinued training on it wouldbe very valuable,” she says.
“Most manufacturers do their warranty claims on-line now,and more manufacturer training would be a great help.”
Kerr thinks the new Society of Certified RVProfessionals has already had a positive effect on theindustry. After the society’s reception at the RVDAconvention, she was told that her dealership was going topublish a press release. “I think the society is a very goodidea,” she says. “It’s really nice to be recognized, and it’s areal honor.” n
Kerr, who is a certified warranty administrator, also took RVtechnician training to gain a better understanding of herown job.
16 RV EXECUTIVE TODAY
O nly a third of all RVs arepurchased new and, of thetwo-thirds that are bought
used, a high percentage are boughtfrom the previous owner instead offrom an RV dealer, according tostudies conducted by the University ofMichigan. RV industry veteranNorman Frohreich is convinced there’sa great opportunity for dealers tocapture a larger share of this poten-tially lucrative pre-owned market.
Frohreich says dealers can makeattractive money on used unitsbecause, even though the number ofdollars is less, the margins are wider.He estimates the profit margin rangesfrom 20 to 22 percent, compared with11 to 15 percent for new units.
Inventory turn rates also arehigher for used units. According toSpader Business Management, turnrates for pre-owned units during 2014averaged from 2.9 to 4.1, dependingon the size of the dealership. For newunits, turn rates averaged 1.6 to 2.6,depending on dealership size.
The most recent study of the pre-owned RV market, conducted by theUniversity of Michigan in 2011, found
that only 19 percent of pre-ownedRVs still in use had been purchasedfrom dealers. That means 81 percentwere bought from the previousowners.
How much is too much? Of course, there are pitfalls in the
used market. RV manufacturers buildsome 200 different towable andmotorhome brands, with certainbrands available in more than 10different floor plans. No wonder noone can keep track of all the differentfloor plans, some of which are builtfor only one model year. This putsdealers in a tough spot when it comesto deciding what to offer for acustomer’s trade-in and how to pricethe trade-in for resale.
That’s why Frohreich’s company,Norlander Information Services,developed “The Floorplan Trader,” adatabase of more than 50,000 floorplan images, covering around 97percent of available used units, thathelps dealers make profitable buy andsell decisions in the used market. Avideo on Norlander’s website(http://nis-info.com) explains how
dealers can use “The FloorplanTrader” to avoid paying too much fora trade-in and how to producemarketing materials that highlight atrade-in’s features that are popular inthe dealer’s own market.
By showing the customer imagesof all the available floor plans for hisor her trade-in, the dealer can identifythe unit’s model number, which mostcustomers don’t remember. “They’llsay it’s a 31-foot floor plan, whenactually it’s a 32-foot unit,” says DonFults of Guaranty Family RV Center,Junction City, OR. “The FloorplanTrader” gives dealers the informationto identify the floor plan and thenmake the customer a competitiveoffer, after cross-checking prices withN.A.D.A. RV Appraisal Guides orother sources, Fults says.
The dealer can be more confidentabout the trade-in allowance, becausethe database may show that a partic-ular trade-in has features that sellparticularly well in the dealer’s market,making it an attractive addition to thelot. Accurate information about apotential trade-in lets dealers deter-mine whether that unit belongs in
Converting Private Sales into Dealership S By Jeff Kurowski
U S E D R V S A L E S
Source: Spader Business Management
17FEBRUARY 2015
their inventory, says Scott Subasic ofOutdoor Express RV, Falling Waters,WV. “If you already have six of onefloor plan, do you need a seventh?” hesays. “And if a floor plan didn’t sell lastyear, it probably won’t sell this year.”
The dealer can also useNorlander’s Floorplan Flyer to emailthe trade-in’s image, floor plan, andspecs to the entire sales force, so theycan look through their follow-ups foranyone in their market who might beinterested in that particular model.Earl Stoltzfus of Stoltzfus RV &Marine, West Chester, PA, says hesigned up specifically for the sell-sidehelp provided by the Flyer, whichallows his sales team to email flierswith photos, floor plan, weight, andother information to prospectivebuyers. As a major motorhome dealer,Stoltzfus says he takes a lot of fifthwheels in trade, and re-selling themhas proven to be a challenge.
“The Floorplan Trader” has elec-tronic images of floor plans fromMY2002 through MY2013, and floorplans for MY2014 units will becomeavailable in March, says Frohreich,who has licensing agreements with allmanufacturers except one motorhomebuilder and one West Coast towablesmanufacturer.
Effects of the GreatRecession
Dealers actually did better pene-trating the pre-owned market in 2005,when 31 percent of used RVs werebought from dealers. Tough economictimes following the Great Recessionof 2008-09 resulted in a higherpercentage of RV owners selling theirrigs to other individuals instead oftrading them in at a dealership,according to the University ofMichigan researchers.
The University of Michigan studyalso found that pre-owned RVs
purchased from a dealer were muchnewer. In 2011, the median age ofused RVs purchased from dealers was5.3 years, while it was 10.4 years inthe case of those bought from theprevious owner. Frohreich believesthere are more late-model pre-ownedRVs in dealer inventories now than in2011, because RV owners who delayedtrading in during the recession havetraded in during the past few years.
Dealers taking units in trade couldconsign them to an auction company,but Frohreich says they’d be missingan opportunity to take advantage ofthe profits available from the pre-owned market. “The dealers who arebetter with used buy from the auctioncompanies, while the dealers who arenot good with used sell to the auctioncompanies,” he says. n
Sales Presents Opportunities for Dealers
0
5
10
15
20
25
30 TOTAL SALES
USED UNIT SALES
NEW UNIT SALES
'14'13'12'11'10'09'08'07'06'05'04
Used Sales Are an Important Part of Dealership Revenue in 2014The gross margin on used unit sales slightly decreased
from 19.2 in 2013 to 18.6 in 2014.
Source: Spader Business Management
RVfactories shipped an all-timerecord number of travel
trailers to dealerships during 2014,while other product categories haven’tyet recovered to their pre-recessionlevels, the RVIA reported.
Manufacturers shipped 222,600travel trailers to dealers in the UnitedStates and Canada last year, breaking2006’s previous record of 203,600.
The growth in travel trailers’popularity shows how the RV productmix has changed since the GreatRecession. For example, the numberof fifth wheels shipped grew 8.2percent from 70,600 units in 2013 to76,400 in 2014, but those figures stilltrailed the 91,000 fifth wheels deliv-ered to dealers in 2004.
Shipments of Classes A and Cmotorhomes also grew for the third
consecutive year but haven’t fullyrecovered to pre-recession levels.Class A shipments expanded by14.7 percent to 21,900 units in2014, compared with 19,100units delivered in 2013, but still trailedby a wide margin the previous high of49,400 units achieved in 1999.
Meanwhile, Class C shipmentsincreased 11.7 percent to 19,100 unitsin 2014, compared with 17,100 unitsin 2013, trailing the 23,000 unitsdelivered to dealers in 2004.
Here’s how the smaller RVproduct categories fared:• Folding camper shipmentsdeclined 3.6 percent to 10,800units delivered in 2014, comparedwith 11,200 units shipped in 2013.The previous high-water mark was
63,300 units in 1998.
• Truck camper shipments declined16.7 percent to 3,000 units in2014, compared with 3,600 unitsin 2013. The previous high was11,900 units in 1995.
• Class B motorhome shipmentsincreased 36.4 percent to 3,000units in 2014, from 2,200 units in2013. The previous high was 4,100units in 1995 and 1996.
The total number of RVs shippedin North America in 2014 increased11.1 percent, from 321,100 units in2013 to 356,700. The all-time recordwas 390,500 units in 2006. n
18 RV EXECUTIVE TODAY
Record Number of Travel Trailers Shipped to Dealers in 2014By Jeff Kurowski
FFewer RV dealerships offered rental units in 2012than in 2007, but the smaller number of locationstook in about the same amount of revenue, accordingto recently released U.S. Census Bureau data.
The 2012 Economic Census, released lastDecember, doesn’t paint a glowing picture of the RVindustry when compared with the previous census,which was conducted in 2007 shortly before theGreat Recession. However, the 2012 figures showthat the industry had by then reached the halfwaypoint of its current recovery. The recovery wascomplete by 2014, when the number of new unitsshipped from RV manufacturers to dealerships almostequaled the number delivered in 2007. Another 4 or5 percent growth in shipments is forecast for 2015.
According to the 2012 census data, rental RVswere offered from 300 dealership locations, comparedwith 322 locations in 2007. Those 300 dealershipstook in $38.11 million in rental revenue in 2012,compared with $37.98 in rental revenue taken in by322 locations in 2007.
That means on a per-locationbasis, the 300 dealerships rentingRVs in 2012 took in an average of$127,000, compared with anaverage of $118,000 in rental revenuefive years earlier.
There also were fewer RV dealership locationsselling service contracts in 2012 than was the case in2007. According to the census bureau, 552 dealer-ships sold service contracts in 2012, compared with769 in 2007. Revenue from service contract sales alsodeclined to $108 million in 2012 from $180.6 millionin 2007.
One area where RV dealers picked up groundbetween 2007 and 2012 was in sales of utility trailers,including horse and livestock trailers. There were 214RV dealerships in 2012 that offered utility trailers,compared with 148 in 2007. Those 214 dealershipstook in a total of $43.6 million in revenue fromhorse, livestock, and other utility trailers sales,compared with $39.5 million in 2007. n
19FEBRUARY 2015
Recession Aftermath: Fewer RV Rental Locations but Stable Rental RevenueBy Jeff Kurowski
One area where RV dealerspicked up groundbetween 2007 and2012 was in sales of
utility trailers,including horse and livestock
trailers.
R V R E N T A L S
NeedMoney forCollege?
NeedMoney forCollege?
The Mike Molino RV Learning Center is a tax exempt organization as described in section 501(c)(3) of the Internal Revenue Code. Contributions may be tax deductible as charitable donations. The scholarship
program is made possible through the generosity of the Newt and Joanne Kindlund Family.
College Scholarships Available from the Mike Molino RV Learning Center
More information and an application available at www.rvlearningcenter.com
20
21FEBRUARY 2015
Mike Molino RV Learning Center Scholarship ProgramMike MolinoThe
Deadline: June 3, 2015. To be considered, all application materials must be received by the deadline. For moreinformation and to download additional applications, visit www.rvlearningcenter.org or e-mail [email protected].
Applicant’s Name: ________________________________________________________________________________________
Address: ____________________________________________________________________________________________________
Phone: _______________________________________________ E-mail: _______________________________________________
Sponsoring RV-related Company: ________________________________________________________________________
Address: ____________________________________________________________________________________________________
Phone: _______________________________________________ E-mail: _______________________________________________
High School:__________________________________________________ Year Graduated: _______ SAT/ACT Score: ________
Address: __________________________________________________________________ Phone: __________________________
College Attending in 2015-2016: __________________________________________________________________________
Address:__________________________________________________________________ Major: __________________________
Have You Been Accepted?: ______ If No, When Do You Expect to Be? _____________ College Credits Completed: _________
College GPA: _______ Estimated College Expenses (One Year): $ ___________ % to Be Covered by Self/Family: _________%
Are You Employed? No � Yes � Employer: _______________________________________________________________
How Long/When?____________________________________________________________________________________________
By signing below, I indicate that I have read the fact sheet that accompanies this application and that I meet the eligibilitycriteria specified for scholarship applicants.
Signature: ________________________________________________________________________________________________
About This ScholarshipThe RV Learning Center’s ScholarshipProgram awards $2,500 scholarships todeserving college undergraduate studentsmajoring in business, finance, economics,accounting, or other RV industry-relatedsubjects. A factor for awarding the schol-arship may be an applicant’s backgroundof RV industry employment or a desireto work in the RV business aftercompleting post-secondary education.The scholarship program is madepossible through the generosity of theNewt and Joanne Kindlund Family.
Requirements*• Must be a rising sophomore, junior, or senior collegeundergraduate student.
• Must complete an essay on their goals and objectivesfor attending college.
• Must submit a completed Free Application forFederal Student Aid (FAFSA) form. The form isavailable at: www.fafsa.ed.gov.
• Must demonstrate the ability and willingness to funda portion of their educational expenses on their own.
• Must be accepted into an accredited four-yearcollege or university as a condition of receiving thescholarship.
• Must have a 2.8 or better cumulative grade pointaverage, and a 1050 minimum SAT score (1575minimum on the 2400 point scale). A minimumACT Composite Score of 22 is also acceptable.
*All requirements must be met by the application deadline. Dealer principals and their dependents are not eligible.
Enclose with Application:1. An official copy of your mostrecent college transcript.
2. A copy of your SAT/ACT scores.
3. An essay of not more than 500words on “My Goals andObjectives in College.”
4. A list of extracurricular activities,honors, etc.
5. A copy of your FAFSA form(available at your school or atwww.fafsa.ed.gov).
6. Digital photo for publicity (onlyused if candidate receivesscholarship).
FACT SHEET AND APPLICATION: 2015-2016 ACADEMIC YEAR
Submit application packet to: Mike Molino RV Learning Center3930 University DriveFairfax, VA 22030 or fax to: (703) 359-0152, or by e-mail to [email protected]
Eligibility RequirementsWe will award a scholarship to anRV-related company employee ortheir dependent based on a combi-nation of factors.
22 RV EXECUTIVE TODAY
Name: _______________________________________________________________________________________
Company Name: ________________________________________________________________________________
Address: ______________________________________ City:_____________________ State: ____ Zip:__________
Phone: __________________________ Fax: _________________________ E-mail: __________________________
q RVDA Member q Non-RVDA Member I’d like to order the: q Manual: ____ copies q CD-ROM: ____ copies
Total Amount $_____________
PAYMENT METHOD (Please check one)
q Check enclosed (payable to the Mike Molino RV Learning Center) q Send an invoice (members only)
Credit Card: q Visa q MasterCard q Amex q Discover
Card Number: _________________________________________________ Security Code: _________ Expires: _____
Name on Card: _____________________________________ Signature: ____________________________________
Billing Address: ______________________________________________________________ Billing Zip:___________
RVDA, 3930 University Dr, Fairfax, VA 22030, (703) 591-7130, Fax (703) 359-0152, Email: [email protected]
New 11th Edition Service Management Guide (Flat Rate Manual)
1/2015
The expanded Service ManagementGuide offers over 100 pages of
average work unit times for the most basicservice functions performed by competentRV technicians.
• The 11th Edition of the ServiceManagement Guide offers extensiveupdates and additions provided bydealers, service managers, andtechnicians.
• Service Check Sheets provide a valuablereference for service managers andtechnicians.
• A great tool for working with extendedservice contracts.
• Available in 2 formats: printed ondurable cardstock paper with a 3-ringbinder, and as a searchable pdfdocument on CD-ROM.
The Service Management Guide isdesigned to provide reasonableguidance relative to the timerequired for competent techniciansto complete assigned tasks. It is animportant part of the servicemanagement system, but it is notintended to be the soledeterminant of prices or ratescharged in that sale of service.
Order Online at http://www.rvlearningcenter.com. Note: prices are subject to change without notice.
Mike MolinoThe
New 11th Edition Service Management Guide (Flat Rate Manual)
Manual or CD-ROM: RVDA Members $175Non-Members: $350 Members save $175!
Manual and CD-ROM: RVDA Members $290Non-Members: $585Members save $295!
23FEBRUARY 2015
The DLN offers your dealership:• Onsite training• Group training• No travel time or expenses • Self-determined pace• One fixed price of $995 for thesubscription term
The Florida RV Trade Associationand RVDA’s Mike Molino RVLearning Center partner to providedistance learning opportunities to RVdealers and their employees. The DistanceLearning Network is $995 per year for each dealer-ship location. Over 50 sessions available, 24 hours aday, seven days a week, with full access to trainingthrough July 31, 2015.
The DLN offers online training for:• RV Technicians – The certification prep course helpstechnicians get ready for the certification exam.Your subscription includes unlimited access to more
than 50 training sessions, reviews, and test prepara-tion sections. Also included are manufacturer- and
supplier-specific advanced repair and trou-bleshooting classes designed to upgradetechnicians’ skills. Completion of theseclasses qualifies for recertificationhours. Classes are available 24/7throughout the program year,providing maximum flexibility.
• Service Writers/Advisors – Thisthree-hour program is valuable for both
new staff and experienced personnelpreparing for the RV Learning Center’s Service
Writer/Advisor certification.
• Greeters/Receptionists – This 50-minute session issuitable for all employees who need customerservice skills. It includes a final exam and certificateof completion.
• Dealers/GMs – This program features importanttopics for management, including lemon laws, LPgas licensing issues, and the federal Red Flags Rule.
Company Name: ______________________________________________________________________________________________
Address: ____________________________________________ City: ________________________ State: ______ Zip: ____________
Phone: ______________________________________________ Fax: __________________________________________________
Mentor Name: __________________________________________________________ Phone: ______________________________
E-mail (at dealership) : ____________________________________________________ Fax: ________________________________
**High speed Internet access required. RVIA service textbooks not included**
_____ location(s) at $995 each = payment due: $______________ (select payment method below)
PAYMENT METHOD Note: prices are subject to change without notice. Complete lower section and mail or fax to:Florida RV Trade Association, 10510 Gibsonton Drive, Riverview, FL 33578, (813) 741-0488, Fax: (813) 741-0688
q PAY BY CHECK OR MONEY ORDER q PAY BY VISA OR MASTERCARD
Name on Credit Card: __________________________________________ Card Number: ____________________________________
Security Code: _________ Expires: __________ Card Billing Address:______________________________________________________
Card Holder Signature: __________________________________________________________________________________________
For more information, call (386) 754-4285 or go to https://www.fgc.edu/academics/occupational-programs/rv-institute/
ONLINE TRAINING WITH FRVTA’SDISTANCE LEARNINGNETWORK
DEALERSHIP REGISTRATION
8/2014
Mike MolinoThe
The RVDA, Mike Molino RV Learning Center and convention websites are thedealership employee’s complete online resources. These innovative, interactivewebsites provide easy access to the critical resources that assist dealers andtheir employees in running the dealership effectively. Visit both sites todownload fact sheets on dealership best practices or the latest retail statistics,search the listings of training oppor-tunities, and purchase CD-ROMs,publications, videos, or webcasts toenhance your dealership’s knowl-edge. RVDA member dealerships andany of their employees can have24/7 access to most of RVDA’s dealerspecific information. Makewww.rvlearningcenter.com,www.rvda.org andwww.rvda.org/convention your firstsource for all dealership information.
Take Advantage of Your RVDA Websites
Pennant Fever! Sign Up Now for the 2015 Go RVing Dealer ProgramEdited by RVDA staff
Dealers across the country aresigning up for the 2015 Go
RVing Dealer program and receivingleads generated by the industry’snational advertising and marketingcommunications campaign. Leadsfrom the program can be sorted bypurchase timeframe to make follow-up more efficient for the sales team. Dealers arealso notified when leads are available and can setup custom notifications in the industry-onlysection of the site.
This year, participating dealers will receive all-new Go RVing pennants that are ideal for displayat the dealership and special events. The pennantflags are 11.5” long from top to bottom, and thestring of pennants is 15 feet long. Dealers willreceive the pennants this month.
The Go RVing Dealer program also givesdealers, state dealer associations, and their agenciesoptions to use professionally developed materialsconnected to the national campaign.
In addition to round-the-clock access to leads,dealers have access to:
• Commercials and stock footage for instantdownload – Target your local markets withtaggable versions of the Go RVing nationalTV commercials, or create your own using thelatest professional stock footage. Both are nowavailable as downloads.
• Digital RV photos in the image bank at GoRVing.com – Go RVing dealers signed up forthe program have free access to multiple highresolution images of consumers enjoying avariety of RV units. These images can be usedin print and online advertising, on websites, forsocial media, and other promotional materials.
To sign up, see page 25. If you have questions,email Chuck Boyd at [email protected] or call himat (703) 591-7130 x113 or visit www.rvda.org. n
24 RV EXECUTIVE TODAY
This year,participatingdealers will
receive all-newGo RVing
pennants thatare ideal for
display at thedealership andspecial events.
Name: ______________________________________________________________________Company: __________________________________________________________________Address: ____________________________________________________________________City: __________________________________________State: _____ Zip:____________Phone: ___________________________________ Fax:______________________________Email: ______________________________________________________________________Dealer website: ____________________________________________________________
Fax to (703) 359-0152, or mail to RVDA, 3930 University Dr., Fairfax, VA,22030. For more information, visit www.rvda.org or send an email [email protected]
Please enroll _____ dealership(s) at $250 each.Make checks payable to RVDA. q Check here for leads delivered by U.S. mail.Credit card (circle): VISA MC DISCOVER AMEX Credit card #: ___________________________________________ Exp. date: ________Cardholder: ________________________________________Security code: ________Signature: __________________________________________________________________
Get on board with Go RVing! Return this form TODAY!
26
A World of Training4523 River Close BlvdValrico, FLP: (866) 238-9796F: (813) 354-2677www.aworldoftraining.com
Blum Shapiro29 South Main Street Suite 400W Hartford, CTP: (860) 570-6492www.blumshapiro.com
Customer ServiceIntelligence, Inc.PO Box 2694Crystal Lake, ILP: (847) 639-5700Toll Free: (800) 835-5274F: (847) 416-4787www.tellcsi.com
DTC Retail Consulting, Inc.13230 Maryweather CourtJacksonville Beach, FLP: (803) 917-9991F: (770) 234-5893www.dtcretailconsulting.com
Fribley Technical Services, Inc.58194 Andrew DrGoshen, INP: (574) 533-5508F: (574) 533-5508
Kelly EnterprisesPO Box 821665Vancouver, WAP: (800) 336-4275Toll Free: (800) 336-4275F: (800) 980-9420www.jlkelly.com
Marzahn & King Consulting,Inc.1064 Laskin Road Ste 13CVirginia Beach, VAP: (757) 227-6646F: (757) 392-1703www.marzahnandking.com
McAlhaney Consulting, LLC5357 Chiswick CircleOrlando, FLP: (321) 689-9238F: (407) 438-2098
The Omnia Group1501 West Cleveland Street, #300Tampa, FLP: (813) 254-9449Toll Free: (800) 525-7117F: (813) 254-8558www.omniagroup.com
RV DealerPro Training1020 Taylor Station Road, Suite BGahanna, OHP: (614) 471-8300Toll Free: (888) 553-0100F: (614) 471-8306www.dealerprotraining.com
RV EDUCATION 101150 Bay Ridge RoadHarrells, NCP: (910) 484-7615F: (910) 484-8276www.rveducation101.com
RV Inspection Connection110 Tulaka BlvdHeber Springs, ARP: (800) 628-1455F: (501) 362-6769www.rvinspection.com
Sobel UniversityPO Box 65002University Place, WAP: (253) 565-2577Toll Free: (800) 952-1765F: (253) 565-2768www.sobeltraining.com
27FEBRUARY 2015
ASSOCIATE MEMBERS THAT PROVIDE CONSULTING & TRAINING SERVICES
Did You Know?XtraRide offers pet assistance up to $250 withinfour areas: removal of pet, transporting of pet,handling of pet, and boarding of pet.
The benefit applies in conjunction with a mechanicalbreakdown. As with other XtraRide benefits, the petbenefit is not subject to a deductible nor is there alimit on the number of covered occurrences. Pets aredefined as domestic animals including horses. Pleasecontact your local XtraRide agent or call us as (800)670-6032 for more information.
28 RV EXECUTIVE TODAY
Certified Green RV ProgramTRA Certification Inc. [email protected]: (800) 398-9282 Fax: (574)264-0740TRA, the leading third-party greencertification company, through its“Certified Green RV Program,”measures, evaluates, and certifiesRV manufacturers and verifiesvendors for energy efficiency andenvironmental friendliness. Thisprogram empowers dealers toguide environmentally-consciousconsumers in making better-informed decisions about their RVpurchases, leading to increasedcustomer satisfaction.
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Credit Card ProcessingBank of America MerchantServices https://rvdealer.bankofamerica.comjay.machamer@bankofamericamer-chant.com(678) 784-0567Bank of America MerchantServices offers RVDA members anannual savings averaging 10-to-15percent on each Visa andMasterCard swipe transaction.Advanced equipment provides fastauthorization, around-the-clocksupport, and improved fundsavailability for those with a depos-itory relationship with the bank.
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Disability Income Insurance/ Paycheck Protection BenefitsAmerican FidelityAssurance Companywww.afadvantage.comTed [email protected](800) 654-8489, Ext. 6530Dealerships can provide disabilityinsurance to provide security for aportion of an employee’s paycheckin the event they are unable towork due to a covered accident orillness.
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Emergency Roadside andTechnical [email protected](800) 863-6740Coach-Net provides emergencyroadside and technical assistancesolutions to RV dealers throughoutthe U.S. and Canada and for manyRV and chassis manufacturers, RVclubs, and customer membershipgroups. Coach-Net provides dedi-cated service using over 150employees with advanced commu-nications technology toolscombined with an extensivedatabase of more than 40,000service providers. The company
employs trained Customer ServiceAgents and RVDA-RVIA/ASEMaster Certified Technical ServiceAgents.
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Employee TestingCaliper Corp.www.calipercorp.comRalph [email protected](609) 524-1214For nearly a half-century, Caliperhas consulted with over 25,000companies on improving everyaspect of their workforce – fromhiring and selection to employeedevelopment and successionmanagement. Starting withaccurate, objective insights ourconsultants gain from our time-tested personality assessment, theCaliper Profile, we are able to helpour clients reduce the high cost ofturnover, help first-time managersexcel and create solutions that aretailored, practical and adaptable.Whether you are looking to hiretop performers, develop talent,build teams or transform yourorganization, we can help.
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Extended Service AgreementsXtraRide RV ServiceAgreement Programwww.protectiveassetprotection.com(800) 950-6060, Ext. 5738The XtraRide RV ServiceAgreement Program is offeredthrough the Asset ProtectionDivision of Protective LifeInsurance Company. The programhas been exclusively endorsed byRVDA since 1992. The XtraRideprograms and F&I solutions bringdealers increased profit opportuni-ties while providing quality protec-tion for their customers. Protectiveis dedicated to providing the RVindustry with superior productsand services given its ability tounderwrite, administer, andmarket its own programs.
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Health Insurance Mass Marketing InsuranceConsultants Inc. (MMIC)www.mmicinsurance.com/RVDA/[email protected](800) 349-1039MMIC contracts nationally with anumber of health insurancecompanies to provide a widevariety of benefits. MMIC creates acustomized insurance programbest suited for individual dealer-ships. Coverage is available to indi-vidual members and those firmswith two or more employees. Withgroup coverage, all active full-timeemployees are eligible. Spouse anddependent children under age 19(23 if full-time student) are also
eligible. The cost of the coveragefor the RVDA program may bepaid in whole by the employer orshared with the employees.However, the employer’s contribu-tion must be at least 50% of thetotal cost.
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Hiring Tools Employment Network- A Careerco Companywww.employmentnetwork.net(718) 307-6258The Employment Network is anetwork of pay-for-performancejob sites. Its flagship site,FindTheRightJob.com, reachesmore than 5 million job seekersmonthly. Employers can drasticallyreduce their cost-per-hire by usingThe Employment Network’sFindtheRightJob.com portal andother sites. Employers set the jobrequirements and only pay forcandidates that meet them.
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Lead Qualifier ProgramCustomer ServiceIntelligence Inc. (CSI)[email protected](800) 835-5274The Scene: High Inventory-LowSales. The Need: More Sales-Newmethods to meet circumstances.The Solution: CSI’s Lead QualifierProgram. How it Works: Your salesleads are sent to CSI immediatelyfollowing initial contact with yoursales staff, either in the showroomor by phone, website contact, GoRVing leads, and anywhere elseyou might acquire leads. CSI thenmakes a personal phone call toeach lead, captivating their atten-tion before your competitor doesand establishing impressiverapport! We will uncover theprospect’s initial impression of yourdealership and staff; fully qualifythe lead including exact needs andtime frame for purchase; andprovide you with their Deal Maker!
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Pre-owned RV AppraisalGuidanceN.A.D.A. Appraisal Guides & [email protected](800) 966-6232, Ext. 235The N.A.D.A. RV Appraisal Guideis an essential tool for dealersneeding to determine the averagemarket value for used RVs. A newonline program, RV Connect, isalso available that providesupdated RV values, creates customwindow stickers for both newerand older RVs, and more. Theseproducts are all available at theRVDA “members only” rate.
Propane and Propane SuppliesSuburban [email protected](800) 643-7137Suburban Propane offers discountsto RVDA members on propanealong with attractive and safeequipment for refilling most anypropane cylinder, 24-hour service,on-site “Train the Trainer” instruc-tion for dealership personnel,signage, and a periodic review offilling stations by safety experts.
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RVDA/Spader 20 GroupsSpader [email protected](800) 772-3377RVDA/Spader 20 Groups managedby Spader Business Managementhelp dealers improve theirmanagement skills, recognizemarket trends, and solve problems.The groups include non-competingdealers who share experiences todevelop best practices.
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Shipping DiscountsPartnerShip, LLCwww.PartnerShip.com/79rvda(800) 599-2902The RVDA Discount ShippingProgram, managed by PartnerShip,provides RVDA members withsubstantial shipping discounts.RVDA members who enroll in thefree program will save on smallpackage shipments with FedEx andless-than-truckload (LTL) freightshipments with UPS Freight andCon-way Freight. Visit our websitefor more information and to enroll.
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Software & Consulting [email protected](303) 228-2383KPA provides consulting servicesand software to more than 5,100automotive, truck, and equipmentdealerships. Its EnvironmentalHealth & Safety product lineprovides on-site, on-call, and onlineservices. Its Human ResourceManagement software, a total HRsolution designed in collaborationwith leading labor and employ-ment attorneys, ensures yourbusiness is in complete compliancewith state and federal regulations.Users have access to on-demandadvice from attorneys withexpertise in the RV industry.
RVDA Endorsed Products
Visit www.rvcareers.orgRV dealers can access resumes andpost job openings through apartnership with BoxwoodTechnology at www.rvcareers.org.
29FEBRUARY 2015
30 RV EXECUTIVE TODAY
31FEBRUARY 2015
American Guardian Warranty(800) 579-2233 . . . . . . . . . . . . . . . . . . . . . . . . 2
Diversified Insurance Management Inc.(800) 332-4264 . . . . . . . . . . . . . . . . . . . . . . . . 3
MBA Insurance Inc. (800) 622-2201 . . . . . . . . . . . . . . . . . . . . . . . . 4
Protective (888) 258-1901 . . . . . . . . . . . . . . . . . back cover
RVT.com (800) 282-2183 . . . . . . . . . . . . . . . . . . . . . . . 15
Sobel University (253) 565-2577 . . . . . . . . . . . . . . . . . . . . . . . 12
Spader (800) 772-3377 . . . . . . . . . . . . . . . . . . . . . . . 18
ADVERTISERS INDEX
TechnicianCertificationSelf-StudyPrep Course
FRVTA’s DistanceLearning Network -Training for EveryPosition at YourDealership
CustomerServiceTrainingthroughFRVTA’s DLN
Service Writer/AdvisorTrainingthroughFRVTA’s DLN
ONGOING ONLINE EVENTS:
Don’t see your events listed? Visit
www.rvtrainingcalendar.comto upload your events to the
calendar.
RVDA Welcomes Our Newest Members
Dealers
Country Campers Lake Mills, WI
Aftermarket
S & H CampgroundGreenfield, IN
Shelby’s Complete RVSavannah, TN
The RV Shop, LLCWichita, KS
Rental
Red Mountain RVRentals, Benton City,WA
RV Rentals of theCarolinas, Concord, NC
12/1/14 - 12/31/14
