Motorcycle & Powersports News, August 2014

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2 August 2014 | Motorcycle & Powersports News

Contents

Volume 40 Number 8MotorcyclePowersportsNews.com

EDITORIAL

Editor – Brendan [email protected]

Editor-at-Large – Robin [email protected]

Managing Editor – Greg [email protected]

Columnists & Contributors

Eric AndersonSteve Dodds IISteve JonesAlisa ClickengerMargie SiegalJim WoodruffHeather BlessingtonC.R. GittereCyclepedia Press LLC

ART

Graphic Designer – Kelly [email protected]

Official Publisher of the AIMExpo Show Daily and Show Directory

Dealership OperationsOur New Man.....................................................................................................................................................................................4The Road Ahead by Brendan Baker

Shifting Gears ............................................................................................................................................................................10All the News that Fits by Robin Hartfiel

Organic Retailing ...............................................................................................................................................................12Confessions of a Customer by Eric Anderson

Holding the Line...................................................................................................................................................................14NPA Pre-owned Monthly Recap by Jim Woodruff

Coleman PowerSports .........................................................................................................................................20Destination Dealership by Margie Siegal

Dealer New Units in Stock ..........................................................................................................................22Inventory Report by ADP Lightspeed

KYMCO Reaches 50 ......................................................................................................................................................24OEM Update by Brendan Baker

June Year-Over-Year Comparison ..........................................................................................36Best Operators Club by Steve Jones

Becoming a Problem Solver ...................................................................................................................38Service Manager by C.R. Gittere

Online Reputation Jumpstart Guide ...................................................................................40Web Savvy by Heather Blessington

CV Axle Boot ..................................................................................................................................................................................50Tech Tips by Cyclepedia Press LLC

What You Don’t Know Could Hurt You .............................................................................52Finance & Insurance by Steve Dodds II

Israel, John Penton and the EGO................................................................................................56Pit Pass

Selling to WomenHow to cater your dealership to the female psyche

By Alisa Clickenger

MPN (ISSN 0164-8349) is published monthly by Babcox Media, Inc., 3550 Embassy Parkway, Akron, OH 44333 U.S.A. Phone (330) 670-1234, Fax (330) 670-0874. Periodical postage paid at Akron, OH 44333 and additional mailing offices.POSTMASTER: Send address changes to MPN, P.O. Box 13260, Akron, OH 44334-8660. A limited number of complimentary subscriptions are available to individuals who meet the qualification requirements. Call (330) 670-1234, Ext.242, to speak to a subscription services representative. Paid Subscriptions are available for non-qualified subscribers at the following rates: U.S.: $69 for one year. (OH residents add 5.75% sales tax) Canada/Mexico: $89 for one year.Canadian rates include GST. Other foreign rates: $129 for one year. Payable in advance in U.S. funds. Mail payment to MPN - Circulation, P.O. Box 75692, Cleveland, OH 44101-4755.

Full-Face Helmets ................................................................ 30Whats new in helmet technology

Street Tires .............................................................................. 42Where rubber meets the road for sport and touring tires

Hand Tools.......................................................................................................................................................................46Necessities to keep you out of a sticky situation.

Cover photo provided by Harley-Davidson

Product Focus

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If you look over to your right, you’ll noticesomething different at the top of that

column. Sean Donohue has been namedPublisher of this fine publication. When youwork hard for years and are a team player,sometimes you getrewarded. And asmuch as I dislikecorporate cliches,in this case we’ll letit slide because it isreally true. On thebusiness end ofour magazine,Sean is “the man.”In baseball terms,he’s been battingcleanup sinceBabcox acquiredthe title all those years ago, andhe’ll continue to be the man in hisnew role. On the editorial side, heis busy helping us put the piecesand parts in place to make ourproduct better and one that willbe the leading voice in theindustry. I know Sean will succeedin his mission for MPN.

Congratulations, Sean!Something else that you may

have noticed is our focus onWomen Riders in this issue.Women represent a significant and growing

percentage of motorcycling. According tothe MIC, as much as 25 percent. Ourcontributor, Alisa Clickenger, is well qualifiedto cover this topic on page 16. She says thatwhen a woman walks into your dealership,

whether she’s arider or a mother orspouse, she is likelyto influence thesale. Dealershipsneed to hone theirway of thinking andhow to bestapproach womenriders to earn theirbusiness. It’s all inthe relationships,according to Alisa.

Finally, westopped by the TuckerRocky/Bikers Choice BrandExpo Dealer Show in Frisco,Texas. With almost 200exhibitors on hand, I guesseverything is bigger in Texas.The show featured a well-orchestrated and wellattended fashion show thatshowcased the latest gear in ahigh-fashion atmosphere.Move over Zoolander! Therewere also some great seminars

for dealers and a poker tournament. t

AHEAD

THE

RoadBy Brendan Baker

ADVERTISING SALES

PublisherSean Donohue [email protected]

(330) 670-1234 ext. 206

Display Advertising Sales

Roberto Almenar [email protected](330) 670-1234, ext. 233

Tom Staab [email protected](330) 670-1234, ext. 224

Bobbie Adams [email protected] (330) 670-1234, ext. 238

Doug Basford [email protected] (330) 670-1234, ext. 255

David Benson [email protected](330) 670-1234, ext. 210

Dean Martin [email protected] (330) 670-1234, ext. 225

Jim Merle [email protected] (330) 670-1234, ext. 280

Glenn Warner [email protected](330) 670-1234, ext. 212

John Zick [email protected] (805) 845-1400

Don Hemming [email protected] (330) 670-1234, ext. 286

ADVERTISING SERVICES

Advertising Services Amanda Wingerter [email protected]

(330) 670-1234 ext. 223

CIRCULATION SERVICES

Circulation Manager Pat Robinson [email protected]

(330) 670-1234, ext. 276

Circulation Specialist Star Mackey [email protected]

(330) 670-1234, ext. 242

For show publications advertising information call Sean at 330-670-1234 , ext. 206.

AFTERMARKET MEDIA NETWORKBabcox Media Headquarters

3550 Embassy Parkway, Akron, OH 44333(330) 670-1234 Fax (330) 670-0874

Babcox Media California735 State St, Suite 409, Santa Barbara, CA 93101(805) 845-1400 Fax (805) 324-6015

CORPORATE

Bill Babcox, PresidentGreg Cira, Vice President, Chief Financial OfficerBeth Scheetz, Controller

Copyright 2014, Babcox Media, Inc.

Official Publisher of theAIMExpo Show Dailyand Show Directory

New Man, Women Riders and a Texas Rodeo

Brendan Baker, Editor

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The All-New 2015 Polaris

Slingshot is Unleashed

Polaris celebrated 60 years of innovationby introducing the highly anticipated 3-wheel roadster, Polaris Slingshot, at itsSummer Sales Meeting. “Slingshot wasdesigned to deliver head turningexhilaration on two dimensions,” saidMike Jonikas, vice president of Slingshot.“First is the exhilaration that you can see,hear and feel while riding in Slingshot.Second is the exhilaration you feel whenpeople turn their heads to stare atSlingshot’s unique and exotic styling.”

Slingshot is an entirely new on-roaddriving and riding experience. The openair cockpit of Slingshot features side by

side seating so both driver andpassenger experience a front row view.Its wide stance and sport-tunedsuspension will make you want to chargeevery corner and never let off. With a lowto the ground vehicle stance, you can

feel the rush of pavementunder your seat and in yourchest. Slingshot islightweight and powerful,making for heart poundingacceleration.

Slingshot is powered bya 2.4 liter DOHC engineand a 5-speed manualtransmission. It features ahigh strength steel

spaceframe, a lightweight aluminumswingarm, and a carbon fiber reinforceddrive belt. With a dry weight of less than1,700 lbs., a very low center of gravity,and an engine that produces 173horsepower. Slingshot has advanced

IndustryInside the

Re: EV Bikes Article in June

In engineering school they used to tell us to be wary of making

conclusions of fact based on disassociated “facts.”

E.g., – (A) Telephone poles are tall, men are tall, and therefore all

telephone poles are male. (B) If you cut off all of the

legs of a frog trained to jump on voice command, it

does not jump anymore because it went deaf.

The repeated bankruptcy of Vectrix has little to

do with market demand. When you raise $130 to

$180 million and burn through it in less than five

years, it is not about the market. It’s about blowing

millions trying to also get in the battery business, a

factory in Poland, building capacity without ever

testing the market, and having

expensive offices at “1 Technology way,” and a separate

test facility with Phd on staff. Or the big one, doing a 1,500

unit production run on your last cash and then declaring

bankruptcy within three months of doing so.

Then the new owners, being a battery company, not a

bike company thought they could just stuff lithium in the

old bike, jack up the amps, and make a new hot model.

They also left dealers setting with bikes with no title

documents, broken parts, etc., and expected new dealers would not

know about the mess.

To date, ZEV Electric has developed 17 models to Vectrix’s two, never

raised money, paid for everything with production, and went in the black

in the first year. As the oldest and widest line of electric bikes in the

world, and a USA producer, it is surprising that there was no mention of

ZEV in your article. Quietly, we have sold more bikes into actual owner

hands than Vectrix ever did. From what we understand based on

comments by management at Brammo and Zero and the Federal recall

filings, the same goes for them. This year, we did as much sales in the

USA in the first five months as we did in all of last year. I expect USA

sales to double by the end of the year in units where the average sale is

running $6,800. The new LRC with 140 mile range and 80 mph speeds at

$13,900 is slowly dragging that average up.

You did give a few paragraphs to Terra Motors, the Japanese

company funded like Vectrix with millions, who has gotten lots of press,

but extremely few sales due to what appears to be primarily their

extremely marked up prices. We are in India, China, Vietnam also (just

like Harley, Ducati, etc.), but those are standalone markets to us. You

cannot, as in the “telephone poles are male” conclusions say or even

extrapolate that electric scooters will not sell in the USA. Maybe you

could instead think that the Terra A400 bike at near $4,000 just cannot

compete in the USA with ZEV at $2,800 when our bike outruns and out

distances them. Since their bodywork looks like a rehash of our

bodywork (Chinese body panel factory leak out the back door), it would

be an even tougher sale. We also see that Asian factories are really

afraid of the USA/DOT enforcement policies. They do not

have to worry about that in other markets. No one comes

along and fines them millions for bad brakes or other non-

compliance like in the USA.

Last year in one city area where we had long sought

dealers, we had a rush of direct order sales that resulted

in $63,000 in sales in a few months of our 80 mph, 80 mile

range electric T7100. Thinking that this would be a good

example to sign up a dealer, we contacted dealers in the

area, then had the owners join in a ride to the dealer to show off the

bikes and show their enthusiasm. The dealer told us that the owner ride

just was the final killer. Knowing that we had sold that many they said,

“If you sold that many already, then there cannot be any more we can

sell. You already took the entire market.”

Deaf frogs and male telephone poles.

Take a look at our model line at www.zelectricvehicle.com. You are

welcome to visit and test drive.

DH Zehrbach II,

Z Electric Vehicle Corp.

Editor’s note: If there are industry issues that we should be addressing, please feel free to let us know. Please send yourletters to [email protected]. t

RE: BACKFIRE

06-08,11 News_Aug_Layout 1 8/6/14 10:40 AM Page 6

MotorcyclePowersportsNews.com 7

motorcycle features such as electronicstability and traction control, 3-wheelanti-lock disc brakes, LED taillights,forged aluminum roll hoops, and 3-pointseat belts. Slingshot can also bepersonalized with premium accessoriesthat are designed for your vehicle: largertires with forged aluminum wheels,media console, windscreens, and vehicle covers.

Slingshot is offered in two distinct trimlevels. The base Slingshot, with a U.S.MSRP of only $19,999, and the premiummodel called Slingshot SL, with a U.S.MSRP of $23,999. Both trim models willbe available this fall at Polaris Slingshotdealerships across the U.S. and Canada.

Harley-Davidson's Project

LiveWire Will Appear in Marvel's

'Avengers: Age of Ultron'

Harley-Davidson and Marvel haveannounced that Harley's Project LiveWire– its first electric motorcycle – will be theride of choice for Natasha Romanoff

(a.k.a. Black Widow) played by ScarlettJohansson, in an epic scene with CaptainAmerica in the new film, 'Avengers: Ageof Ultron.'

The addition of Project LiveWire toAvengers: Age of Ultron confirms monthsof speculation that Harley-Davidson andMarvel are, indeed, teaming up again.Harley-Davidson motorcycles – includingthe Harley-Davidson Street 750 featured inMarvel's Captain America: The WinterSoldier earlier this year – have appeared ina number of Marvel movies and televisionshows over the last several years.

“Our partnership with Marvelcontinues to provide thrilling platformsto showcase our latest innovations to

existing and new fans of the brand,” saidDino Bernacchi, Director of US Marketingat Harley-Davidson Motor Company.

While not for sale, Project LiveWire isspecifically designed to get insight intorider expectations of an electric Harley-Davidson motorcycle. In keeping with thecompany's customer-led productdevelopment approach, Harley-Davidsonis taking Project LiveWire to consumersacross the country to provide feedbackto help shape the future of Harley-Davidson's first-ever electric motorcycle.

Road Racing Legend Kevin

Schwantz Named 2014

AIMExpo Champion

The American International MotorcycleExpo (AIMExpo) has announced thatAmerican road racing legend and formerFIM 500cc World Grand Prix ChampionKevin Schwantz has been named“AIMExpo Champion” for the 2014event. Kevin will serve as the show’s ambassador when the entire motorcycle



industry comes together this fall tocelebrate the latest and greatest fromthe powersports marketplace.

Schwantz will also play an integral rolein pre-event publicity and promotion, willbe a focal point of several of AIMExpo’sfestivities and perhaps most importantly,will share his stories and experience witheveryone that attends the show.

“I feel truly honored to be selected asthis year’s ‘AIMExpo Champion,’” saidSchwantz. “This event has completelychanged the landscape of themotorcycle industry and provided amuch needed jolt of energy for thebusiness in North America. I’m alsoexcited about the opportunity to joinsuch an impressive gathering ofmotorcycle enthusiasts.”

Schwantz‘s incredible natural talentand “win at all costs” mentality usheredin a new era of competition andultimately led to his winning the World Championship in 1993.

“Kevin is a racer’s racer much like our

inaugural Champion, Kenny [Roberts],and carries a star power that very fewracers have,” said Larry Little, vicepresident and general manager ofAIMExpo. “He’s a proud Texan whoseresume speaks for itself, and his talentsboth on a motorcycle, and off-trackactivities to give back to the sport,helped him become one of the mostpopular riders in MotoGP history. Heremains a household name across theglobe for any racing enthusiast.”

Throughout his illustrious career,Schwantz rode for Suzuki, helping thenow iconic brand rise to the prominence

it enjoys in racing. The longstandingrelationship between Schwantz andSuzuki has become most notable inrecent months following the officialannouncement that the Houston-bornrider would continue his pursuit of theone crown jewel that has eluded him, aSuzuka 8 Hours win, at the age of 50.

DragonFire and WPS Team

Up For Success

DragonFire has teamed up with leadingaftermarket parts and accessoriesdistributor Western Power Sports (WPS).

“DragonFire is the leader inaftermarket parts and accessories in theUTV Side-X-Side marketplace,” statesGeneral Manager David Asher. “Fromour trademarked RacePace, RockSolidand ReadyForce product lines to ourperformance-based racing history,DragonFire has emerged from being arace-specialty shop to become the trueplayer for the entire UTV industry.”

Inside the Industry

Continues on page 11


09 Emgo MPN 8/6/14 10:41 AM Page 9


Headhunter Henry Lonski has hiredKTM’s former Mid-Atlantic RSM, Sam

Chalk. A native of North Carolina, Chalk’sdiverse industry experience includes 17-years withKTM, backedby 10+ yearsof experienceas the owner,dealerprincipal andGM for alarge four-line dealership in theSoutheast. Most recently, Sam enjoyedtwo years as MSXI-BMW aftersalesbusiness manager, coach and consultant.A former racing competitor, Sam stillpursues his lifelong passion for off-roadriding. “Sam brings unique talents and avaluable mix of experience to the LonskiRecruiting Team,” said Henry Lonski. “Heis a degreed mechanical engineer, witha decade of successful dealershipowner experience under his belt. Hehas significant time in OEM sales, aswell as in present-day dealershipconsulting.” Chalk adds, “I constantlysee the agony dealers and OEMsexperience when trying to staff theirbusinesses. Henry contacted me and Iwas immediately attracted to the grassroots/guerilla passion I sensed from him:Get the job done. Best customer service.No hidden agendas.”

••••Former Alpinestars and Ducati North

America PR type Tim Collins is now themarketing director for BonnierMotorcycle Group. BMG is the parentcompany for both Cycle World andMotorcyclist. “I am confident that Tim isan excellent match for the position andwill be a strong addition to our

marketing team,” saysBMG Associate Publisher,Marketing Garrett Kai.“Not only will Tim be agreat resource for BonnierMotorcycle Group, but hisindustry knowledge andexpertise, coupled with

his relationships within the motorsportscommunity, will make him a valuable

asset as we continue to develop ourbrands’ engagement strategy.” Collinstakes on brand marketing and thedevelopment of custom programming

for the OEMs and aftermarketcompanies. “The opportunity to jointhis team was something I justcouldn’t pass up,” Collins says.“Throughout my career I have beeninvolved in some phenomenalprojects and global initiatives. Now, asI begin this new chapter at Bonnier, I

am fortunate to work with a team and anorganization that has been building huge momentum with such contagious enthusiasm.”

••••Brace yourselves, long-time Leatt

Brace front man Phil Davy is now theSenior Director, Apparel Brands TuckerRocky / Bikers Choice. “I have proudly

spent my entire adultprofessional career inthe motorcycleindustry,” says Davy.“The majority of whichhas been specificallyspent working on thebranding, marketing

and selling of protective equipment forperformance motorcycle riders andracers.” In his new role, Davy will bedirecting the marketing, branding andproduct lines for Answer, FirstGear, MSR,and RiverRoad among others. “Phil is apro in every sense of the word,” saysTucker RockyVP of Marketing HankDesjardins. “Simply put, there are fewbetter brand builders in the powersportsindustry.” Phil’s specialties include seeingahead to the future of motorcycle ridingprotective equipment, then making thatvision a reality, according to Desjardins. If his track record with Icon is anyindication, Davy might just be a little clairvoyant!

••••Former Hot Bike editor and S&S Cycle

marketing guy Howard Kelly has hungout his HKC shingle as a consultant.“Unlike most marketing consultants, HKC insists on starting by learning yourbusiness and the infrastructure that

supports it,” says Kelly. “An evaluation ofyour business practices and the teamthat implements them is done prior topreparing a marketing campaign.” Once your needs have been established,HKC can create your press releases,catalogs, brochures, collateral materials,advertising and full marketingcampaigns. Because HKC will workdirectly with owners/principals, clientspace will be limited. Contactwww.howardkellyconsulting.com, [email protected] or call(949) 491-5182.

••••George B. Smith stepped down as

chairman of the board and CEO of S&SCycle in mid-July to become chairmanemeritus. In his new role, Smith will workwith the board of directors on strategicinitiatives and other critical issues. WithSmith’s retirement John McGinnis, anS&S board director since 2007 and vice-chairman the past three years, becomesthe new chairman of the board. Smithjoined the family business in 1979 andbecame president following his father’suntimely passing in August of 1980. Afterbecoming president, he helped S&Sbecome a leader in the V-Twinperformance market, earning V-TwinMagazine’s “Lifetime AchievementAward” in 2013 for hiscontributions to theindustry. “The past 35years have been quitea ride,” says Smith. “Iam very proud of whatthe S&S Team hasaccomplished.”McGinnis adds, “It is agreat honor to become chairman of S&SCycle and relieve George of some of hisresponsibilities so he can enjoy somewell-deserved time off. These areopportunistic times at S&S Cycle and Ifind it challenging and exciting to workwith S&S President Steve Iggens and theS&S team to develop and implementnew strategic initiatives that will bestserve our customers into the future.” t

SHIFTING GEARSPrinting All The News That Fits

By Robin Hartfiel

10 shifting gears_Aug_Layout 1 8/1/14 12:54 PM Page 10

Knowing who DragonFire is certainlyhelps, but getting dealer access isequally important. In signing adistribution deal with WPS, this key linkto the consumers is now completeaccording to Asher. “It is important tonote that 98 percent of all DragonFireproducts are now available throughWestern Power Sports.”

“We are excited to add DragonFire tothe portfolio of brands WPS offers,” addsWestern Power Sports President CraigShoemaker. “Our rep force is second tonone, and they are ready to heat thingsup in the booming UTV business.”

Giant Loop Expands International

Distribution In Japan, Indonesia

Adventure-proof packing systemsinnovator Giant Loop recently expandedits international export business with theaddition of distribution partners in Japanand Indonesia. In Japan, Breathfield Inc.will import and promote the Giant Loopproduct line, and Karya Indah Motor willcover Indonesia. Both companies areestablished motorsports distributors intheir home markets, importing anddistributing a number of high qualitymotorcycle products from around the world.

“With the addition of these highlyregarded partners, Breathfield and KaryaIndah Moto in Asia, Giant Loop productsare now distributed on every inhabitedcontinent on Planet Earth,” says HaroldOlaf Cecil, owner and co-founder ofGiant Loop LLC. “One country at a time,Giant Loop is achieving our vision ofbecoming a truly international company,while still manufacturing most of ourproducts in the USA.”

Breathfield Inc. is the Husqvarna andMV Augusta motorcycles importer forJapan. The Tokyo-based company alsosells Kawasaki and Yamaha motorcycles, aswell as a number of parts and accessoriesbrands, such as APE, TM Designworks,Meca’System, Scalvini Racing, Athena,ProX Racing Parts, Eni, Bel-Ray and Mikuni.

Based in Jakarta, Karya Indah Motor isthe Indonesian distributor for Rekluse,Klim, Pro Moto Billet / Fastway, ScottsPerformance, Bulletproof Designs and ELine. Karya Indah Motor also sells KTMmotorcycles and is a Tucker Rocky and aWestern Power Sports dealer. t

Inside the Industry


Continued from page 8


Organic Retailing" — this just soundswrong! But the concept is catching

on in all sorts of shopping venues. Wordslike local, artisanal, handcrafted, made-to-order, personalized and of course, theoverused “organic” are all more popularthan ever before. And it’s not just BabyBoomers swinging away from the sterile,cookie-cutter franchised retailers – it’syounger buyers, too. Local businessesseem to be making a comeback as apushback to the omnipresent massmarket retailers. Boring! A previouscolumn of mine referred to the “sea ofsameness” out there for the shoppingexperience – both in the powersportsarena and general retail. Since it is allthe same out there, why not shop onthe impersonal Internet instead?

Apply this concept to yourpowersports store as you read this article.Do you or anyone in your family shop atthe weekly farmer’s market? How aboutboutique apparel stores? Localrestaurants or nationally franchised chains?Craft beer halls or Bud Lite-serving sportsbars? Big golf courses or funky, fun localones? See what I mean? Things arechanging and choices are coming.

Even the Gen-X and Millenials seemto be shying away from the traditionalbrick-and-mortar dealership experiencein favor of finding an old Honda CB 550on Craigslist and restoring it. EvenHarley-Davidson new unit sales are flat asof the writing of this piece… maybethere is a reason? Perhaps America isburned out on the same old retailformula which worked on the “masses”for the past three decades? Maybe wewant to be treated as individuals onceagain rather than part of the cytoplasmicblob of mindless shoppers.

Have you seen or heard of the newtrend in pizza parlors? Make your own!

Chipotle’s Mexican-themed menuallowing you to “invest” in your ownpersonalized meal was a home run inthe west. Ditto for Slater’s 50/50 Burgersby Design (.com) offering a choice ofmore than 150 ways to size, cheese ortop your own burger… plus there iseven the option of a gluten-free bun forwheat-shunners like me. Now that’scustomized eating!

Nikeid.com and Vans.com haveoffered personalized shoes online fornearly 10 years. Oakley does it too on

their Factory Custom website. How canyour dealership become a more funplace to shop, more customerpersonalized and individual-specific?

It has been said we are entering theage of “no customers.” To interpret thispowerful quote, you need to erase yourprevious concept of multiple customers(plural). There is only one customer — theone standing in front of you! He is the mostimportant person in your retailing life atthat moment because you only have oneshot to make him a return customer ratherthan a runaway customer. If you offer somepersonalized services which make him feelspecial about shopping at your store, hewill likely return because of his “blownaway” first impression. If you are simplytoeing the retail line and attempting tokeep up with the Jones’ dealership acrosstown, you have lowered yourself to

everyone else’s level of shopping. Nowonder your floor traffic is down!

Call it hip, hot or hilarious, it’s somuch more fun to shop when surroundedby something new and unique! It mightbe a small movement now, but why notbe on the leading edge of what’s goingmainstream. The pendulum forrecreational shopping is swinging awayfrom “big and glitzy” — The trend now isto place retail venues in older, restoredbuildings with a local story. Retail isbeing repurposed just like a vintage CB550 with modern tires, electronic ignitionand a comfortable seat. Old movietheaters, citrus packing houses, barns,car dealerships, churches and former firestations are now getting fun and funkyremodels and new facades to bring outtheir individuality.

The Ace Cafe in the UK is coming toNorth America early next year and theyhave elected to refurbish an old railroadmaintenance facility in downtownOrlando. A motorcycle dealership andretail store is also inside a part of the 90-year-old building. It will have modernconveniences, of course, but the “story”of the trains and building will bepreserved and promoted alongsidemotorhead mania, food and music.Organic!

Nobody expects you to move yourshop to a historical venue. The questionis how can you provide more “story” tothe place you have now? The plethora ofhome remodeling shows on HGTVproves there are thousands of ideas outthere you have never thought of for apossible facelift for your store. Perhapsit’s time to go on a field trip and exploresome other “organic retailers” to seewhat else is possible out there… andstop looking inside the Big Boxmerchants’ boxes. Get dirty! t

By Eric Anderson

Organic RetailingTime To Get Dirty!

ConfessionsOF A CUSTOMER


“

The pendulum for recreational

shopping is swinging away from

“big and glitzy” — The trend

now is to place retail venues in

older, restored buildings with a

local story.

12 confessions_Aug_Layout 1 7/31/14 4:19 PM Page 12

13 MotorTrike MPN 8/6/14 10:42 AM Page 13

By Jim Woodruff

Reflecting on Springas we Shift to SummerR

eca

p

Pre-owned monthly


Spring is officially over for the wholesale powersportsmarket. After last year’s lackluster spring and sprinkle

of summer demand, spring 2014 reflected freshoptimism and better inventory management bypowersports dealers.

June’s results illustrate the start of the natural declinethat is felt each summer as consumer behavior shiftsfrom buying in the spring to riding in the summer, whilethe scents of next year’s models begin to waft throughthe air. We expect the coming months to continue tofollow the seasonal trends of previous years, withadditional seasonal wholesale price declines of 5-10percent through the summer months. Wholesalevolumes will decline through the summer as well, though we believe supply will remain more stable thanlast year due to slightly better repossession volumes and smarter inventory management and pricing amongconsigning dealers.

By The Numbers

On-highway categories saw a small dip in AverageWholesale Pricing (AWP) year-over-year for June.Domestic cruisers were down from last year by onepercent, while both metric cruisers and sport bikesdecreased by four percent. Off-road AWP was a mixedbag compared to last year – ATV’s increased sevenpercent while the MX category and Side-X-Sides mirroredeach other with a three percent decline. When wecompare June to the past three months we also seedecreases across all but one category. Metric cruisers sawthe biggest drop for the on-highway categories with a 13 percent decrease from May while the domestic cruisersand sport bikes saw single digit declines. Off-highwaycategories also saw similar declines with the MX categoryseeing the biggest drop at 15 percent. The increase forthe snow category was off the charts for June with a 42 percent increase in AWP, which is directly related tolimited inventory available for purchase at auction thisyear and last year’s low comparables. t

Data includes all live and online transactions from all four NPA locations.Closed OEM auction data is excluded.

All data provided by National Powersport Auctions. For more information, please visit www.npauctions.com or call (888) 292-5339.

14 NPA recap_Aug 8/6/14 10:42 AM Page 14

15 Zurich MPN 8/6/14 10:43 AM Page 15


By Alisa ClickengerTalking to Women

Women respond best to questionsthat refer to their experience.Genevieve Schmitt, founder andeditor of WomenRidersNow.com, hasbeen a consultant to dealers for 15years. According to Schmitt, goodconversation icebreakers arequestions such as “What do you planto do with that motorcycle you wantto buy?” or “Where do you plan toride it?” Get your woman customer tostart talking about all the adventuresand things she dreams of doing withher bike. Ask these questions insteadof the usual, “Do you want a cruiseror a sport bike?” or “How muchpower do you want?” etc.

Schmitt’s recommendations forcommunicating with your femalecustomers include active listening –re-stating or paraphrasing what yourcustomer has just askedor told you – to confirmthe understanding ofboth parties. She alsorecommends askingopen-ended questionsand forgoing some ofthe more technicalaspects of motorcyclingin favor of the moreexperiential questions.

Motorcycling is a male-dominatedsport, and a successful dealership’swritten communications need tospecifically call out to women invitingthem to participate in events,dealership programs and communityrides. “Unless women are specificallycalled out to, women will assume,those women that are not involved inmotorcycling, they will assume thatthey are not invited,” says Schmitt.

Relationship Selling

Successful dealerships work hard tomove beyond one-time sales and tocultivate long-term customerrelationships. Motorcycles in generalare more about the relationship andthe services rather than the productsand the deal, and this is especiallytrue for women. This is why womenare your ideal

M ore women than ever arelearning to ride and

purchasing motorcycles. We’re thefastest growing segment of themarketplace, and we’re tooling downthe road in record numbers. TheMotorcycle Industry Council saysthere are an estimated 6.7 millionwomen operators, which is roughly 25percent of the riding population. 12.5percent of motorcycle owners arefemale. If your dealership hasn’tthought about how to increase yoursales to women, then you are missingout on a formidable piece of profit.Whether the woman who walks intoyour store is a rider or passenger,mother or significant other, there’s ahigh probability she’s going toinfluence the sale you are trying tomake, whether you like it or not. Thedealerships that like it and embraceit – Harley-Davidson as a brand is anexcellent example – are flourishing.

Photos courtesy WomenRidersNow.com

16-19 Selling to Women_Layout 1 8/6/14 11:13 AM Page 16


customers – not just becausethey control the majority ofhousehold income, butbecause women by nature arelong-term, loyal customers.

Tigra Tsujikawa, an industryveteran who focuses on consumerengagement marketing, believes thatselling is all about relationships. “Themost important thing is relating toyour customer,” she says. “Whetherthat customer is a woman, a man, ayoung kid or a child that’s learning toride, it’s about learning to relate tothat customer.”

Tsujikawa notes, “While men arevery task oriented, women are very

discovery oriented.”Why does this matter?Because women areprone to express theirconcerns more thanmen. This is where asalesperson’s listeningskills come in to play.Women want to beheard and feel like theyare being listened to. A salesperson that

understands this and can ferret out awoman’s concerns will be a successfulone. “If you don’t listen, and you don’ttake the time to understand yourfemale customer, then there will be a lotof misunderstanding,” says Tsujikawa.

The Sensory Shopping Experience

Women are sensory oriented. Schmittsuggests dealers ask themselves iftheir store is well lit, if it smells goodand is there music that is pleasing tothe female ear. If you want to create aspace where women feel comfortablecoming to shop and spend theirmoney, this is where your designdollars make the most sense.

Take one look at popular retailerssuch as Nordstrom’s, Macy’s or Lord &Taylor. There’s a friendly welcome, theracks are spread out, there’s noclutter, and the dressing rooms allhave their own mirrors. Go to the

w Have a qualified woman rider onstaff – not just someone’s relativebut an actual rider. Her presencewill help other women fell morecomfortable in your dealership. Shecan also ease your dealership intothe nuances of creating a moreinviting environment for femalecustomers

w Make sure you have a women’sbathroom separate from the men’s,and make sure it’s clean

w Do not consider the women’sbathroom the fitting room

w Make sure there are mirrorsinside the dressing rooms

w Go to the mall. Walk throughNordstrom’s or Macy’s and you’llsee where women enjoy spendingmoney. Copy those environments

w Ditch the girly pics. Women arenot going to purchase anything inan environment where they are notcomfortable

w Clean up the clutter

Crafting a Female-FriendlyDealership

Photos courtesy Ride Empowered



bathroom and it’s clean, plusthere’s nice-smelling soap. It’s allpart of the design to make womenfeel more comfortable spendingtime there, which equates towomen spending more dollars.

Loyalty

How can Doris Schumacher, founderof Ride Empowered, a women’smotorcycle apparel shop based inSioux Falls, South Dakota, make aliving when most dealershipsstruggle to make ends meet servingmen as well as women?Schumacher incorporates the aboveelements and more. She puts a lotof time and effort into listening toher customers and then workingspecifically to meet their needs.

Schumacher, who has extensivecustomer service experience inother industries, tries to bepersonable and not an aggressivesalesperson. The soft sell works forher, and she finds that most of hercustomers appreciate the personalconnection with her and her

honesty. “Part of what I do is spendthe time to do the research and findthe products that will work [for thecustomer]. Or if I cannot findsomething that is motorcycle-specific, maybe I can find a similarbrand that can at least meet theneed. Maybe I can’t find aMilwaukee Motorcycle boot, or aHarley-Davidson boot, but I mightbe able to find a good quality bootthat will make a functionalmotorcycle riding boot that will alsofit a wider calf or a smaller foot.

Investing all that time and effortinto finding the product that isexactly right for her customerspays off for Ride Empowered.Although Schumacher’s businessplan calls for supplying motorcycleapparel for women, she finds thather women customers are loyaland send their network– men andwomen – to her shop. “I havewomen whose husbands or theirbrothers are coming in andordering from me,” saysSchumacher. “They believe in me

w Always say Hello

w If a woman or a man-woman couplewalks in to the dealership, send a femalesales person over to talk with her or them

w Talk to women about their ridingexperience, not technical nuts and bolts

w Beware of sounding condescending

w Look your female customers in the eye

w Ask open-ended questions

w Listen

w Practice active listening (repeating thelast three words your customer just spoke)

w If a woman is with your male customerinclude her in the conversation

w Slow down. Know that female customersare customers you will have to spend moretime with

Ten Tips for Talking toWomen Customers



and my approach to business, and theywant me to succeed, and they will orderfrom me even though they know theycan go somewhere else and get it.”

The Family CFO

It’s commonly known that in today’smarketplace women are typically thefamily CFO, either head of thehousehold or holding the purse strings.Sarah Schilke, head of marketing and PRfor Schuberth North America and HeldUSA, is experienced in marketing towomen. She points out that salespeoplewho can effectively talk to women,

whether riders, passenger, or the “familyCFO,” will be the most successful.

“It’s essential for dealers to includewomen in the conversation so that whena couple is in the shop together or whenthe man goes home, she understandshow that motorcycle is a smartpurchasing decision or how it’s going towork with their family budget,” saysSchilke, who notes that if a woman is notthe direct buyer, she most likely still playsa role in the decision.

Making the Play for Passengers

Schilke points out that if women are 12 percent of the market, and thedealership is not marketing to women,they are missing out on at least 12 percentprofit right there. But she says that womenbeing twelve percent of motorcyclists is abit of a misnomer because that numberrepresents registered motorcycle owners that are female.

What if your dealership took intoaccount the money that can be made fromthe passenger portion of the market?Consider that most men will have a womanas a passenger at some point, and she’ll

need safety gear as well. It’s important fordealers to look at this segment of themarket as well because of the number ofpotential sales.

Schilke points out that, “Seen in thislight, it could be said that women justmight make up more than one hundredpercent of the market.”

An interesting point, considering thatmotorcycling is still seen as a male-dominated sport. Perhaps, then, the keyis not only shifting the way femalecustomers are addressed and catered to,but also making not-yet-motorcyclingwomen more curious about andcomfortable with the sport. Considerhosting more woman-centric events, andtying them in with community events.Better yet, give women a night out andhave them start associating motorcyclingwith female fun, camaraderie andeducation, even before they begin riding.

“That is the basis of Garage Partyevents that Harley-Davidson dealers havehosted for several years,” says ClaudiaGarber, Director, Market Outreach,Harley-Davidson Motor Company.

Sounds fun. It’s on the calendar. t

Photo courtesy Alisa Clickenger


The latest addition to the ColemanPowerSports lineup is EBR – Erik

Buell Racing’s new line of sportbikes.With the introduction of EBR to its floor,Coleman has added an Americansportbike to its international two-wheeled lineup: the four JapaneseOEMs, Italian sportbike manufacturerDucati, U.S.-made Victory cruisers andCanadian three-wheeler Can-Am.

Despite its size, Coleman strives toremain true to its roots. Founded in 1963,it is now run by second-generationmanager Kim Coleman Harrison, whobelieves in a family-like community asstrongly as her father, Dillard Coleman, did.“Our primary focus is our customer,” shesays. In addition to motorcycles, ColemanPowerSports carries ATVs, UTVs, personalwatercraft, scooters, apparel, accessoriesand parts. Coleman also delivers theservice necessary to provide the bestpossible experience for the customer.

The company started in Arlington,Virginia, selling BSA motorcycles. Mr.Coleman bought into the company withtwo partners. After buying out his lastpartner in 1967, he became the soleowner until his retirement in 1999. Overthe years, other franchises and locationswere added, and the company diversifiedinto boats, personal watercraft, scooters,power equipment, ATVs, and more.Eventually, the company grew to include five stores throughout theWashington, D.C. metro area.

In 1983, Mr. Coleman beganconsolidating these five dealershiplocations into two. The idea was to maketwo large-scale locations, offering thecustomer the ability to see and comparethe various brands side by side. Today, thecompany still consists of these two stores:the main location, which moved fromArlington to Falls Church in 1986, and has

44,000 square feet of space; and the38,000 square foot store inWoodbridge, built in 1995.

Upon retirement, Mr. Colemansold his dealerships to a corporationcalled POWERride Motorsports, Inc.,making the two Colemandealerships part of a largerorganization consisting of multi-brand powersports dealerships inMichigan and Louisiana. POWERrideprimarily acts as an umbrellaorganization, allowing each dealerto maintain local control in theirmarkets, but bringing corporateoversight, cash management,budgeting, financial reporting,inventory control, and buying powerthat the local dealer would nototherwise have.

Due to POWERride’s approach,Kim Harrison is managing bothColeman locations. She is one of thefew women to run a large, multi-linedealership. Harrison feels her positionand dealership has benefitted from hergender, “I am sure that being female hasan impact on my management style, andprobably sets Coleman PowerSportsapart from other dealers,” she says. “Butmostly, it’s about being the best managerI can be – I have the ability to multi-taskand I feel that I think differently. I am aplanner and I focus on details. I amorganized and I am always looking forand trying new ideas. I also like to behands-on and involved in all aspects ofthe business.”

Being a woman manager of amotorcycle dealer is not always easy. “Ido feel that being female in this industryhas its challenges,” she says. “With mostof the staff and customer base beingmale, it takes a lot of extra effort to earntheir respect. However, I enjoy talking

DealershipDESTINATION

Story by Margie Siegal

The Power of a Woman’s Touch


Coleman PowerSports

Coleman PowerSportswww.wherethepoweris.com

435 S Washington StFalls Church, VA 22046(703) 237-3400

14105 Telegraph RdWoodbridge, VA 22192(703) 497-1500

75 employees

OEM: Honda, Kawasaki, Suzuki, Yamaha,Polaris, Victory, Ducati, Can-Am,Kymco, Zero, EBR, Sea-Doo and GEM

Aftermarket: Rev-It!, Dainese, JoeRocket, Icon, Bell Helmets, Fox, Shoei,Arai, Sidi Boots, and many others.

20-21 destination_Coleman_Layout 1 8/6/14 10:46 AM Page 20

with the customers and I especially thinkthat being female helps me solveproblems and produce happy customers.Often, upset customers approach medifferently than my managers. This givesme an opportunity to find out theproblem and work out a mutualresolution in a non-confrontationalmanner.”

Another key to Coleman’s success isthe knowledge and loyalty of itsemployees. “Having experienced staffmakes all the difference,” Harrison says.“Some of our employees have been herefor 40 years. We can say, based on ourexpertise, that a particular brand willwork better for a particular customer. Wetruly provide a service to the customerthat he cannot get just anywhere,especially not online.”

Coleman is also supportive of newriders and believes in proper training. Thedealership works in partnership with APEXCycle Education, but supports all of thelocal training classes. “We offer Learn toRide seminars every month. They aredesigned as an introduction tomotorcycling and to work in tandem withthe riding school, touching on safety, thevarious types of motorcycles, training,proper gear, and maintenance. We havebetween three and 50 people who attendeach seminar,“ says Harrison.

The dealership also has seminarsdesigned for three-wheeled riders,particularly those interested in Can-AmSpyders, and is working with APEX todevelop an advanced rider seminar. “Wehave always encouraged a skills refresher,especially for people coming back tomotorcycles,” Harrison states.

One of the ways Coleman engages thecustomer is to have frequent events,making the dealership a center forsocialization and entertainment, as well asshopping. “We have an annual auction,open houses and factory demo events. Wedemo our own bikes. There are events forthe dirt rider and watercraft customer, too.We now can cook breakfast on thebarbecue, in addition to our standardlunch, opening an option for morning ridesand events. It is a way to show weappreciate our current customers and away to meet new ones.”

A customer-pleasing innovation atColeman is consignment sales of usedgear. The dealership accepts gear in

clean, good condition to be sold at thedealership in exchange for a percentageof the sale price. This is a boon, not onlyto the parents of young dirt bike riders,but also to street and dirt riders of allages. “I stumbled onto the idea ofselling used gear two years ago,” Mrs.Harrison explains. “I started gatheringinformation from consignment shops andbegan developing a program for ourindustry. Developing the process tocomputerize the inventory and track thesale for payment to the customer was achallenge, but I eventually figured out anautomated procedure.”

Consignment sales have been verysuccessful, and more used merchandisehas sold than Harrison originally thoughtwould. “To top things off, 60 percent ofthe consignment sellers take theirpayment in store credit,” she says.

To get the word out about all thedealership offers, Coleman continues to utilize television and radioadvertisements, while making full use of the Internet. “We make a point toparticipate with manufacturer’s keymarket advertising programs fortelevision, and we advertise on the radiofor our events. We have found that ourmost effective outreach medium is ourwebsite and subscriber list. We have30,000 subscribers to our onlinenewsletter, which we have beendeveloping for 14 to 15 years now.”

Being a part of the D.C. metro area,most of Coleman’s customers are tech-savvy, so it sends out e-mail blasts everycouple of days in season and has seengood results. These weekly e-mailspromote in store events, communityevents, specials, and industry information.Coleman’s also e-mails customer surveys,notifications and thank you notes, and has plans to get into text marketing shortly.

Coleman PowerSports has beenaround for more than 50 years and plansto stay around, “We see change, we willchange, but we will keep the businessfun and exciting,” says Harrison.“Manufacturers are starting tounderstand that customers want to buy,but need the products to be affordable.Price point, affordability and financingare very important, and whenmanufacturers understand that, we will all benefit.” t


20-21 destination_Coleman_Layout 1 8/6/14 10:46 AM Page 21


ADP Lightspeed DealerManagement Solutions aredesigned to help manage dealeroperations by tracking and storingdata from every department anddelivering information that willassist dealerships in makingsuccessful business decisions.

Every night, more than 1,800Lightspeed powersports dealersautomatically transmit theirinformation to a collective databaseheld at the ADP Lightspeed officesin Salt Lake City, Utah. Summariesand aggregated reports areavailable to dealers for both currenttracking and historical research.This helps dealers know how theirdealership is performing comparedto other dealers across the country.

Parts and major unit inventoryinformation is gathered and used inthe highly successful LightspeedDealership Locator program. Thisprogram is designed for dealers topost obsolete inventory, allowingother dealers from across thecountry to locate hard-to-find partsand units.

ADP Lightspeed stands ready towork with all parties to move theindustry to new levels ofunderstanding, and ultimately tomore efficient and profitableoperations.

For questions regarding thisreport or to inquire about acustom report, please contactLightspeed Data Services at (800) 521-0309.

www.adplightspeed.com

Powersports Dealer New Units in Stock

July 20141,883 Lightspeed Dealers, Distribution of Units by Type and Model Year

Utility Vehicle

Scooter

On-Road Motorcycle

Snowmobile

ATV

Off-Road Motorcycle

Prior to 2013 Model Year 2013 Model Year 2014 Model Year

9%16%

76%

12%

20%

68%

10%23%

67%

14%

31%

54%

11%

18%

71%

4%

10%86%

22 adp report_August_Layout 1 8/6/14 10:47 AM Page 22

23 ADP MPN 8/6/14 10:47 AM Page 23

KymcoOEMs


By Brendan Baker

Afew years ago KYMCO USA’sDirector of Marketing RickPawelka said that one of the

biggest differences between KYMCOand other OEMs of its size was its history.And as the company celebrates its 50thanniversary the statement seemssomewhat apropos. With humblebeginnings, KYMCO has come a longway in the last half century, and hasconsistently punched above its weight inmarkets all over the globe including herein the U.S. where it just rolled out a newline of off-road vehicles.

The Kwang Yang Motor Co. Ltd. withheadquarters in Kaohsiung, Taiwan,started in 1963 in a joint venture withHonda, however, they bumped intoproblems forming the partnership at firstbecause there were still tensions loomingfrom Japan’s occupation of Taiwan andthe government was leery of dealing withthe Japanese at that time. Therefore, thedate of the actual beginning of thecompany was postponed until June of1964, which doesn’t make a lot ofdifference except when you’recelebrating an anniversary. Honda was, ina sense, the biggest investor in KYMCObecause it provided the means for thecompany to begin buying back shares in 1992.

By 2000 KYMCO had bought all of itsshares back from Honda, becoming itsown entity and one of the largestmanufacturers of scooters in the world.Being recognized as a manufacturingpowerhouse has had its advantages asthe company landed some OEM suppliercontracts with a few top Asian andEuropean manufacturers, supplyingeverything from engines to completevehicles and many things in between.Coincidentally, Honda’s other partner inTaiwan, SYM, also became independentat about the same time and is now thesecond largest scooter manufacturer inthe country, although, it has yet to reachthe kind of export penetration thatKYMCO has.

On our recent visit to Taiwan for theTaiwan International Motorcycle Show, wemade a special side trip to visit KYMCO’sheadquarters in Kaohsiung (southernTaiwan), the second largest city in thecountry. On our walk through the buildingsand campus the history of the factoryseemed to seep through the walls. Evenwith modern machines and equipment, thefacility had a certain heritage feel to it, likean old ballpark. Many of the workers wereon the line producing various models fromscooters to things we were not allowed to photograph.

Our interpreter on the tour, FrankLaing, said that the factory would soonmove to a new location because the cityhas grown too close to the old industrialcenter and city planners havedetermined that the growth of the citywill mean the factory has to move furtherout of town. Fifty years ago, KYMCO wasin the middle of nowhere, but times havecertainly changed for the city andcompany, and for that matter, Taiwan as well.

In the U.S. market, KYMCO USA is awholly owned subsidiary of KYMCOTaiwan and the official importer, offeringa full range of scooters and off-roadvehicles in its lineup. A great deal ofKYMCO’s success in the U.S. has beendue to the hard work of the U.S. arm insetting up a quality dealer network andoffering enough value and vehicles thatdealers and consumers alike can getbehind. KYMCO USA has been theleader behind the company’s off-roadproducts along with engineering R&Dback in Kaohsiung. Considering that theparent company has primarily been ascooter manufacturer, with sales inexcess of $1 billion, KYMCO USArecognized the manufacturingcapabilities were already in place fordeveloping a line of off-road models

KKYYMMCCOO RReeaacchheessHHaallff CCeennttuurryy MMaarrkk,,UUnnvveeiillss 22001155 OOffff--rrooaadd LLiinneeuupp

24-26 OEMs_Kymco_Layout 1 8/6/14 10:48 AM Page 24


which started with smaller ATVs and thenlater moved into side-by-sides.

For 2015, KYMCO USA has animpressive offering of 32 off-road vehiclemodels, including four versions of itsnewest mid-sized side-by-side vehiclethe UXV 450i along with an innovativetake on the UXV 500i that is outfittedwith a 5kW generator. On the ATV side,the company has introduced four EPSmodels of its popular MXU series andtwo newly designed youth quads.

We recently had a chance to testthese new vehicles at the Big Buck Farmin Union, South Carolina, home to one ofthe rounds of the ever-popular GNCCseries. Big Buck had a number ofattributes that were key to showing theprowess of KYMCO’s new line –especially the 450i. The trails were tightand lined with trees, winding through therolling hillside.

UXV 450i

First impressions of the UXV 450i wasthat it was one of the smallest side-by-sides we had ever seen, but otherjournalists at the test noted that it wasnot as small as Honda’s Pioneer 500. Still,it was small enough to fit in the bed of apick-up. The 450i is definitely narrowenough for maneuvering through tight

trails and you could easily haul apassenger or maybe even two with itsbench seat design. The seat wascomfortable, however, if you were tall,the steering wheel would have to betilted up to a steeper angle for the riderto fit in the vehicle completely.

KYMCO offers its new side-by-side infour trim levels – UXV 450i ($7,999), UXV450i TURF ($8,499), UXV 450i CAMO($8,499) and its 50th anniversary editionUXV 450i LE 50th ($8,699). All arepowered by a fuel-injected 443cc SOHC4-stroke 4-valve liquid-cooled engine,which had surprisingly good spunk forsuch a small powerplant. The 450 waseasily able to climb the steep hillscoming out of Big Buck Farm’s creeksthat were sporadically covered in mudfrom the rainstorms that had passedthrough the area. Most of the time thedrivetrain could pull the rider up the hillswith the rear differential in the just lockposition, however, there were a fewoccasions when full four-wheel lock wasnecessary. The power is transferred viashaft drive with push-button on-demand2WD/4WD and the transmission is atough CVT with differential lock.

On the handling side, it comes with afront and rear independent dual A-armset-up with 7.5 inches of travel, a 25x8-

12 front and 25x10-12 rear tire/wheelpackage aids in achieving a log-crossing10 inches of ground clearance (and wetested this a few times!), and it comeswith a decent sized fuel tank at 8.5gallons so you can venture out for long periods.

Some of the other model featuresinclude a True Timber CAMO pattern; aTURF model, featuring Tight Turn TurfControl with front differential lock andopen, selectable rear differential withdifferential lock and Turf tires; and theLimited Edition (LE) 50th Anniversarymodel fitted with alloy wheels, 3,000-lb.winch, and Metallic Gold paint and anexclusive 50th Anniversary KYMCO Emblem.

UXV 500i G

Another new addition to KYMCO’s side-by-side lineup, is the innovative, mobileelectric power generating UXV 500i G($12,999) that combines all the featuresand benefits of a recreational standardside-by-side with a fully integrated,Totally Enclosed Fan Cooled (TEFC) 5kWGenerator with a five-point integratedsafety system and a GFCI safety circuitbreaker to generate all the power you’llever need. We ran a pressure washer forsix hours during testing and it only usedabout a bar of fuel. With full digitalmonitoring and automatic electrical loadcompensation the UXV 500i G producesconsistent, spike-free power.

ATVs

On the ATV end, KYMCO’s lineupfeatures 18 models including three 50thAnniversary versions, two come standardwith (EPS), electronic power steering forsmooth responsive steering at all speedsand less arm fatigue; and three CAMOpattern models, with two featuring EPS.We’ve ridden them all except for theyouth models, and while there wereoccasionally small issues with prototypeswe rode, the build quality is as good asanything and the machines keep gettingbetter with each new model. The 700i isa big machine, no doubt, but with EPS it


maneuvers through tightspaces easily with the powerassist. At times we forgotwhich model we were onuntil we cracked the throttle.The 700cc engine is a beastwith a lot of low-end gruntthat should make it ideal forcustomers who want tocombine work and play. Butit’s not a racing machine byany stretch of theimagination. The MXU 450iis much more nimble and agood overall quad thatoffers just enough power,but also feels small enoughto throw around.

The two 450i ATVs feature anautomatic CVT transmission, on-demand2WD/4WD, independent dual A-armfront and rear suspension offering 7inches of travel, hydraulic dual disc frontand single disc rear brakes, 24x8-12 frontand 24x10-12 rear tires, 75-lb. front rackcapacity, 150-lb. rear rack capacity and a

standard 2-inch receiver with a 1,050-lb.towing capacity. The 50th Anniversaryversions of the MXU 450i, 500i and 700iATVs are outfitted with aluminum alloywheels (chrome for the MXU 450i, blackfor the MXU 500i and 700i), 3,000-lb.winch and 50th Anniversary Emblems;the CAMO versions of the 450i, 500i and700i ATVs all feature a True Timber New

Conceal CAMO pattern.KYMCO USA’s success

in the market is not by luck.It’s not just anothernameless, faceless Asianfly-by-night manufacturer.More and more dealers areseeing the valueproposition that KYMCOoffers and will carry thebrand alongside the bigJapanese brands forcustomers to see andcompare and then makethe choice that fits best.Budget isn’t the only thingthat wins out either. The

features offered on the 2015 models areimpressive and rival many other bigOEMs at a lower price point. And younever have to worry if they will standbehind their products, because after 50years, they’ve proven they can keepgenerations of customers and dealerssatisfied. t

KymcoOEMs


27 Vee Rubber MPN 8/6/14 10:50 AM Page 27

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Safety

The full-face helmet has a lot of areas where itneeds to properly protect the rider wearing it,and manufacturers are turning over everystone to identify ways to improve the safety.

“A few things that I’ve seen in full-facehelmets are manufacturers coming up withalternatives to the traditional foam EPSinternal liners,” says Steve Blakeney, marketingdirector for Joe Rocket. “There are some reallyinteresting ideas out there, but for the mostpart they are still cost prohibitive. Until someof these technologies become more affordable,EPS will still be the mainstay.”

Expanded polystyrene (EPS) foam has beenaround for 30 years or so, and most agree ithas done a great job protecting riders.However, Blakeney says he has seen internalliner innovation with things such as dampenersand air cushions, but that technology has beenprimarily in motocross applications.

Others have searched for alternatives aswell, but EPS has remained atop the safety

materials. “We’re always searching outmaterials that will manage energy better,”says Chris Sackett, VP of Bell HelmetsPowersports Division. “Bell has a team calledthe Advanced Concepts Group (ACG) that allthey do is try to push the limits to test anddevelop new materials. Every time in the past11 years, it comes back to EPS foams beingthe best material that we know of.”

While it seems full-face helmets willcontinue to have EPS liners in them, the shellsare where manufacturers are getting morecreative. From polycarbonate, fiberglass,carbon fiber and Kevlar, full-face helmets are holding up to higher standards and losing weight.

“On a full-face helmet, some of those canget heavy,” says Jim Topper, national salesmanager for Vega Helmet USA. “So when youget one down to around 3 lbs. on any kind oflengthy ride that can really help with neckfatigue. A typical full-face helmet weighsaround 3.5 to 4 lbs. Making a helmet a half

In the world of motorcycling, the helmet can be quite a controversial

subject. But, no matter what side of the conversation you are on, it’s

becoming harder and harder to ignore the advancements helmet

companies are making these days, especially with full-face helmets.

Today, manufacturers are placing an even higher level of detail on safety,

of course, but also on weight, comfort, ventilation, visibility and graphics.

By Greg Jones

30-35,48 Full-Face Helmets Feature_Products_Layout 1 8/6/14 10:54 AM Page 30


pound lighter is pretty significant.”The most widely used shell material

is polycarbonate, which is a type ofplastic made from a molded process. Itis less expensive than both carbon fiberand fiberglass, but doesn’t offer thelightweight aspect. Somemanufacturers use just carbon fiber orjust fiberglass material, and others arenow combining these materials for evengreater protection and weight savings.

While other materials besidespolycarbonate are starting to enter themarket, Sackett says polycarbonategets a bad rap. “The trade-off on anopening price point helmet is you’regetting a heavier helmet and not asmuch venting,” he says. “However,there’s nothing wrong with the safetyof the helmet.”

As early as five years ago,manufacturers just wanted a full-facehelmet in the line-up and accepted thefact that it would weigh a lot. Today,manufacturers are doing more to makehelmets lighter.

“I think the weight and the shapeare the two biggest things that havechanged in the last two years,” saysNick LoMonaco, director ofpowersports for The FulmerCompanies. “When you look at the testreports there’s no real benefit tofiberglass or polycarbonate ABSexcept for weight and shell shapes.”

Despite weight advantages to usingcarbon fiber or fiberglass material,most experts don’t see themcompletely replacing any one material.Rather, those materials will likelyremain alternatives because they aremore expensive. “You’re never goingto get a carbon fiber helmet to retailfor under $200,” Topper says. “Folksjust want something that’s going toprotect their heads and don’t want tospend $400 to $500 on a helmet.”

HJC is one of those manufacturersthat will combine materials in some ofits helmet’s shells. “For our RPHA 10we used a fiberglass base, but carbonfiber strips to reinforce it,” says TaeLee, product designer for HJC. “Wealso used Kevlar, which is light and canprotect against penetration. To reduceweight even further we used less resinon the materials to hold the shelltogether without minimizing the shell’sstrength.”

These shell techniques can save150-250 grams.

Functionality

While the material type of a full-facehelmet varies and may not be of concernto some riders, functionality of thehelmet certainly should be a strongselling point. Manufacturers today wantthe rider to feel as comfortable aspossible while wearing a full-face helmet.

“We want to make a helmet sogood that you forget that you’re evenwearing it and focus on riding,” saysJayson Wickenkamp, director of salesand marketing for Scorpion Sports Inc.“Let’s make sure you have goodperipheral vision. Let’s make somereally good wicking system liners that are antimicrobial that suck awaythat moisture.”

Helmets like Scorpion’s EXO R2000have numerous features such as a multi-material shell, Air Fit cheek pads, aremovable liner and anti-fog shield.Riders today are looking for those kindsof features, and if they aren’t, they willbe once they try a helmet like this on.

“Before we introduced the R2000 wewent to MotoGP riders and sponsoredthem to help us develop ourprototypes,” Wickenkamp says. “We gottheir feedback and used them as ourR&D arm for a lot of the development.The riders told us things to change tomake it lighter, more aerodynamic, andthey really liked the air pump.”

The two biggest issues manufacturershave recently addressed surroundingfunctionality are proper fit and visibilitywhile riding in and out of sunlight.

“One thing that almost everyonehas started to incorporate are thebuilt-in sun shields that are in additionto the face shield,” Topper says.“Everyone is doing that now to a point



where it is expected.”On these helmets, a mechanism deploys the

shield, and when it starts to get dark again, youjust push a button that clicks it back up into theshell. Before flip-down visors started becomingpopular you had to either opt to wear sunglasses orput on a darker tinted shield for riding in the sun.However, both of these options don’t allow therider to change back to clear visibility easily.

Transition shields on the other hand, allow ridersto feel like they are wearing glasses and it adjuststo the light accordingly.

“Bell offers a shield that’s done by Transition andwe can’t keep that in stock,” Sackett says. “We sellTransition shields because the flip-down visor istough on your eyes. If you ask an eye doctor theywill tell you that looking through two lenses is notideal. So we opted for the Transition solution, whichallows for just the right amount of light.”

The shield goes from light to light smoke to alittle darker to all the way dark depending on thelight conditions, so it is fine tuned. “There’s nothingyou can do to match that,” he says. “A flip-downshield adds weight, complexity to the helmet anddistortion in the field of view.”

With most manufacturers opting for full-facehelmet models that incorporate either a sun shieldor a Transition shield, its obvious these featureshave gone past the gimmicky stage and are here tostay. Another growing trend within full-face helmetsare cheek bladders that offer riders a better fittinghelmet, which is crucial to proper performance.

“If you’re building a helmet and you’ve got agood size range, they’re not necessary,” Blakeneysays. “But there are some unique facial structuresand for those it is great to be able to pump up somecheek pads to keep the helmet properly in place.”

Companies such as Bell go one step further andoffer customers the opportunity to have their head 3D scanned to create a helmet specifically fit for them.

“From a functional standpoint, fit is somethingeveryone should be paying attention to,” Sackettsays. “We can scan and 3D map your head andmold/build the helmet EPS to your head.”

A third feature that more and moremanufacturers are looking at is the physical shapeof the helmet. “Even just a few years ago, full-facehelmets were just round and didn’t have muchpersonality in the shape of the shell,” LoMonacosays. “That’s something that has changeddramatically in the last couple years. I don’t thinkwe’ll see another full-face helmet come out thatdoesn’t have some very unique lines to it unless it’sa retro helmet.”

Joe Rocket R1000XThe R1000X series helmet by Joe

Rocket boasts both excellent graphics

and helmet ventilation performance

from a combination of 11 vents.

Featuring wind tunnel engineered

aerodynamics, the fusion of the

R1000X’s SNELL & DOT approved

polycarbonate composite shell and

integrated rear spoiler dramatically

reduces both turbulence and drag.

The helmet’s CAD sculpted dual

density EPS impact absorbing liner

encloses the fully removable and

washable moisture wicking QwickDry

interior to provide a superior fit.

Backing the excellent fit is an

aggressive ventilation system. Starting

with the integrated Quadport 2.0

system comprised of two adjustable

front intakes that flow through raised channels and out the

two rear exhaust vents tucked under the spoiler, creating a

front to back venturi affect, pulling heat and humidity up

and out of the shell cavity. This foundation is complimented

with yet another three lower intake vents and four lower

exhaust vents adding up for a total of 11 vents to ensure a

cool, dry ride.

Superior optics come in the form of a hard coated, anti-

fog, 3D shield that is actuated by a precision movement,

tool-free closure mechanism. Plus every R1000X also

includes an additional hard coated/dark smoke shield.

Other details include; a removable internal air-guide for

enhanced fog resistance, removable chin curtain, and

clavicle-friendly sculpted bottom edge gasket that further

compliments the R1000X’s comfort and turbulence

reducing aerodynamics.- - - - - - - - - - - -MSRP: $169.99

- - - - - - - - - - - -For more info: www.joerocket.com

Fulmer LR1Fulmer’s new LR1 features a

lightweight aerodynamic

polycarbonate shell wrapped

in a new aggressive

“Acceleration” graphic

available in an array of colors.

The new LR1 is packed with

the features and comforts

including adjustable chin and

chimney vents, a UV protective

quick release shield, an

extreme moisture wicking

removable interior and a

massive rear deflector to

improve aerodynamics and

venting.

- - - - - - - - - - - -Solid colors: $99.95

Acceleration Graphic: $113.95

- - - - - - - - - - - -For more info: www.fulmerhelmets.com


33 HJC MPN 8/6/14 10:55 AM Page 33


Shoei was among the first manufacturers tostart focusing on having a defined shell shapeand the rest of the manufacturers arefollowing suite. “We are using aerodynamicsand proven wind tunnel shapes as the basis ofthe helmet and then putting our own spin anddesign elements on to it,” LoMonaco says. “Itgives the rider a helmet with a more uniquefeel rather than an off-the-shelf helmet thatlooks like a bowling ball on their head.”

Standards

It should come as no surprise that a bowlingball on top of someone’s head wouldn’t passtoday’s safety standards. So what aremanufacturers of full-face helmets followingstandard-wise? Most abide to one, two or allthree of the major standards – SNELL, DOTand ECE. However, they do differ.

“The biggest thing with the helmetstandards regulation is the adoption of ECE,the European standard,” Topper says. WhereECE differs from DOT or SNELL is in testing.DOT does lab testing and once you pass,you keep paperwork on file. ECE does batchtesting each time you run a helmet. “ECE is

Bell QualifierThe Qualifier is the latest

full-face introduction from

Bell Helmets. With the

Qualifier, Bell has

leveraged the full breadth

of its product line, driving

a variety of innovations

down to an affordable

price point of $109.95.

From its aggressive and

aerodynamic shell, to Bell’s

exclusive ClickRelease shield

system, the Qualifier is packed with features

passed on directly from Bell’s industry-leading Star.

Bell will offer the Qualifier in 10 different graphics

and color ways including Metallic Silver, Gloss Black, and

the always-popular Matte Black. Available in sizes XS,

SM, MD, LG, XL, XXL for $109.95, the Qualifier is DOT certified and weighs 1550g.

The helmet also features a lightweight polycarbonate shell, a removable /

washable antibacterial interior, an aerodynamic design for exceptional

stability, and an adjustable ventilation system for cooling and comfort.

A padded wind collar drastically reduces wind and road noise, while

contoured cheek pads provide excellent fit and comfort. The helmet has

integrated speaker pockets for audio speakers, ClickRelease for a fast, easy

and tool-free shield change and NutraFog II for a superior anti-fog, anti-

scratch and UV protected shield.- - - - - - - - - - - -For more info: www.BellHelmets.com.



an ongoing thing,” he says. “It’s a moreconsistent standard, making sure every timeyou make this helmet it’s passing.”

Not only are more manufacturers turningto the ECE standard, but the AMA is nowaccepting ECE instead of SNELL. “Thebiggest difference between SNELL and ECEis the required more dense EPS, which isdesigned to have more absorption at higherspeeds,” LoMonaco says. “That’s where therace aspect comes into it. ECE, unlike DOTor SNELL doesn’t have any sort ofpenetration test.”

Wickenkamp says Scorpion offers twoversions of its EXO-R2000: the ECE versionand then the DOT/SNELL version. “We didgo with the SNELL rating,” he says. “Thetrack guys are so focused on weight and theECE helmet is inherently lighter, but for theeveryday street guys, the SNELL version isstill a very worthy accreditation.”

Not everyone is sold on the ECE standardjust yet. “The ECE seems to be too heavilyfocused on the G ratings, as far as how manyG-forces are transferred to the head,”Blakeney says. “And they do that at the

HJC CL-17The HJC CL-17 helmet has an

advanced polycarbonate

composite shell that makes it

lightweight. The CL-17

provides superior fit and

comfort using advanced

CAD technology.

The optically superior

pinlock ready faceshield

has a new 3D design that

provides 95% UV

protection. The shield

has an anti-scratch

coating and is prepared

for the ultimate anti-fog

Pinlock insert, which is

sold separately.

The CL-17 also has a

RapidFire shield replacement

system that has quick, secure, tool-less

removal and installation. The helmet’s “ACS” Advanced Channeling Ventilation

System has full front to back airflow that flushes heat and humidity up and out.- - - - - - - - - - - -Retail price is $139.99

- - - - - - - - - - - -For more info: www.hjchelmets.com

Continues on page 48


In our June year-over-year (YOY)comparison total store sales (Chart 1)

were up around 10 percent for both thegroup and National Norm (NN) dealers.This is a very good sign. Total store grossmargins declined slightly, indicatingdealers were probably discountingproduct since expenses were not showingsignificant increases. Net Operating Profitwas fairly flat compared to last year.

While there were not a lot of changesin the contribution to gross profit fromvarious departments, it is interesting tonote the differences in how the Top 5 splitgross profit contribution in unit salescompared to the NN and Group dealers.They continue to get a much highercontribution from their preowned unitsthan new.

Average total store staff levels are upover last year. Interestingly, personnelexpense only changed significantly forthe NN dealers’ sales department and forthe Group’s service department.

New unit sales (Chart 2) have increasedby more than 10 percent for the Groupdealers, but preowned dropped by 3percent. This could indicate that they hadto move out some excess new unitinventory. Margins remained pretty flat,but the Top 5 are getting 4 percent moremargin on preowned than the otherdealers.

Advertising and flooring expenses pervehicle sold (PVS) jumped dramaticallyfor the NN dealers. They are very high,particularly when compared to the Top 5.Advertising expense PVS is diluted someby the higher volume of the Top 5.

The preowned-to-new ratio droppedfor both the Group and NN dealers.Although they are selling roughly onepreowned to every new (which is fairlygood). They could be more profitable ifthey were more aggressive in this area.There is more margin in preowned. The

Top 5 in the group are getting close to1:1, which is the target for most highly-profitable dealers. Preowned inventoryturns went way up for the Group dealers,but dropped a bunch for new sales. The

Top 5 dealers had 14 turns in preowned.This Group is suffering in the F&I

department (Chart 3), which mightindicate a need for training or possiblestaffing issues. Their gross profit is down,

By Steve Jones

BESTOperators

CLUB

June Year-Over-Year Comparison


GROUP GROUP NATIONAL NN GROUP YOY NORMS YOY TOP 5

June 2014 Total Store (TS) Stats

Total Store Sales 4.2 mil 9.3% 5.2 mil 10.3% 6.5 mil

Total Store Gross Margin 22.4% -1.3% 25.0% -0.4% 26.1%

Selling Exp as a % of Total Store 4.5% 0.1% 2.2% -0.2% 2.7%

Personnel Exp as a % of Total Store 8.4% 0.1% 9.3% 0.1% 5.4%

Admin Exp as a % of Total Store 3.0% -0.2% 4.6% -0.2% 2.2%

Facility Exp as a % of Total Store 3.5% -0.4% 3.3% -0.2% 2.2%

Total Store Net Operating Profit 3.0% -0.9% 5.5% 0.1% 6.0%

Contribution to Gross Profit New Sales 26.7% -0.7% 31.1% 1.0% 17.2%

Contribution to Gross Profit Used Sales 12.0% -1.5% 13.1% -0.6% 35.3%

Contribution to Total Store GP: F&I 11.5% -1.0% 15.2% 1.0% 14.4%

Contribution to Total Store GP: P&A 29.2% 1.0% 24.1% -0.8% 36.6%

Contribution to Total Store GP: Service 20.3% 2.2% 16.0% -0.8% 26.7%

Average Total Store Staff YTD 15.99 5.6% 17.59 4.5% 21.96

Gross Profit Dollars per Employee YTD 56,828 -4.8% 72,281 6.4% 68,846

Door Swings: % of Chg from PY 7.6% -- 8.1% -- --

Fin. Deals: % of Chg from PY 20.6% -- 13.6% -- --

Cost per Door Swing $31.57 9.6% $32.25 13.3% $51.68

CHART 1


New & PreownedUnit Sales

New Units Sold Year To Date -- 11.6% -- 3.6% --

Preowned Units Sold Year To Date -- -3.1% -- 0.0% --

New Units Gross Margin % 11.0% -1.0% 14.5% 0.0% 14.6%

Preowned Units Gross Margin % 19.6% -1.3% 19.1% -0.9% 23.5%

Total Adv & Promotion PVS $57 1.8% $109 11.9% $28

Flooring Exp Per Vehicle Sold $121 1.7% $125 8.0% $68

Sales Personnel Expenses PVS $340 -0.9% $261 4.6% $196

Preowned to New Ratio 0.43 -11.6% 0.55 -3.6% 0.69

Preowned Inventory Turn 9.3 36.6% 5.5 0.0% 14.1

New Inventory Turn 2 -45.0% 2.7 -3.7% 2.8

Average No. of Cust-Facing Staff YTD 4.13 6.5% 5.18 5.8% 5.77


CHART 2

36-37 BOC_Aug_Layout 1 7/31/14 4:18 PM Page 36

as are their penetration numbers. Theyare way off on gross profit per employeeas well. It could even indicate a lack offocus on this department by a number ofthe dealers in this group.

The NN dealers on the other hand areshowing much better numbers: up 15percent in gross profit, up 12 percent ingross profit PVS and up 7 percent in grossprofit per vehicle financed (PVF). Inaddition their penetration has improved inthe categories shown. The Top 5 from thisGroup are rockin’ it with a PVF at $1,072per copy, but behind the nation in PVS –this is partly due to the fact that theyfinance a larger percentage of their sales.

Parts, Clothing & Accessories (PC&A)is up in sales, gross profit and net overlast year (Chart 4). The Top 5 dealers aredoing a much better job of selling PC&Aat $1,063 PVS. This indicates a well-trained staff with sales and merchandisingskills. They lead the pack in margins aswell. This department should generate30-40 percent or more of total store grossprofit. Parts turns have dropped for theGroup. Four is the typical target, but six isnot unusual if you are using an open-to-buy system and stocking the right stuff atthe right time. Turns generate income,however, much more than six can indicateinadequate inventory.

Service gross profit is up, but marginsslipped some for the Group and NNdealers (Chart 5). You want to see laborminus tech compensation equal a grossprofit around 70 percent. Less usuallymeans you will struggle to pay the billsfor that department. Repair order (RO)volumes and billed hours are up as wellshowing an increase in sales. The partssold to RO ratio is not good for thegroup or the NN dealers. This generallyindicates issues with the service advisors– the wrong people in this slot, notenough advisors for the volume or a lackof proper training are all possibilities.

Shop performance numbers aredecent for NN and the Group, but theTop 5 are really doing well due to havingwell-trained staff and good managers.

As always, the goal here is not merelyto inform you of the health of thesedealers, but to track your own numbersand compare them with these. t

Steve Jones, GSA senior projectsmanager, recaps critical measurements

used by the leading 20-group dealers.Access to GSA’s Voyager 5 data analysis& comparison system is available for anydealership for a nominal fee. For moreinformation on Voyager, managementworkshops, dealer 20-groups, on-site

consulting or training, send an email [email protected] or visitwww.gartsutton.com.


GROUP GROUP NATIONAL NN GROUP YOY NORMS YOY TOP 5Finance & Insurance

Gross Profit Year To Date -- -2.9% -- 14.7% >170K

Personnel Exp as a % of DGP Dollars 28.9% 1.4% 19.7% 0.7% 20.4%

Gross Profit Per Vehicle Sold $226 -15.0% $484 11.6% $323

Gross Profit Per Vehicle Financed $728 3.4% $841 7.0% $1,072

% of Finance Penetration 51.7% -2.5% 57.5% 2.8% 65.3%

% of Service Contract Penetration 27.1% -3.5% 31.0% 1.0% 36.3%

% of Prepaid Maintenance Penetration 3.8% -3.0% 14.4% 2.1% 9.7%

% Financed with GAP 15.8% 4.3% 17.2% 1.5% 35.8%

Average No. of Cust-Facing Staff YTD 1.16 6.9% 1.3 7.7% 1.43


CHART 3


Parts, Clothing & Accessories

Total PG&A Sales -- 4.5% -- 6.4% >1.4 mil

Total PG&A Gross Profit Dollars -- 7.0% -- 6.4% >470K

Total PG&A Gross Profit PVS $767 -5.1% $761 0.0% $1,063

Parts Margin % 36.1% 1.2% 34.5% -0.4% 39.7%

Accessories Margin % 33.1% 2.8% 31.4% 1.1% 35.4%

P&A Net Operating Profit Dollars -- 15.6% -- 9.5% >100K

Personnel Exp as a % of DGP Dollars 37.3% -2.0% 34.3% 0.6% 29.3%

% of Inventory Obsolete 17.0% 1.7% 8.5% 0.1% 6.2%

Parts Inventory Turn 4.41 -17.0% 4.19 -1.9% 6.55

Accessory Inventory Turn 2.2 1.8% 2.66 1.9% 3.05

Average # of Cust-Facing Staff YTD 4.25 0.0% 4.74 4.2% 6.51

Gross Profit Dollars per Employee YTD 62,934 4.7% 64,779 3.1% 77,891

CHART 4

GROUP GROUP NATIONAL NN GROUP YOY NORMS YOY TOP 5Service

CY Total Service Gross Profit -- 6.1% -- 5.9% >230K

Labor Margin % 71.3% -2.2% 69.4% -0.4% 79.8%

% of Chg in RO Volume from PY 41.3% -- 11.1% -- --

% of Chg in Dept NOP from PY 0.6% -- -0.2% -- --

Parts Sold to RO Ratio 0.82 -6.1% 0.11 -45.5% 1.05

Billed Hours % of Chg from PY 15.2% -- 4.3% -- --

Personnel Exp as a % of DGP 52.3% 6.2% 38.9% 1.8% 39.2%

Billed Hours per RO 1.85 8.1% 1.68 -0.6% 2.28

Dept Productivity % 77.5% 0.4% 75.5% 2.4% 92.3%

Tech Efficiency % 100.6% -2.9% 104.9% 6.1% 112.0%

Dept Proficiency % 77.1% 0.5% 75.0% 2.4% 91.8%

Average # of Cust-Facing Staff YTD 5.9 3.4% 6.23 2.4% 8.19

Gross Profit Dollars per Employee YTD $28,997 3.8% $31,893 3.7% $35,382

CHART 5

36-37 BOC_Aug_Layout 1 7/31/14 4:18 PM Page 37


Last year I wrote a couple of articles on thethree C’s of service writing – Complaint,

Cause, Correction. And I made the caseabout, Consistency, Customer Service, andClarity. I spend all day calling dealers and talkingwith them about their problems and how to resolvesome of them. I also still do a little onsite consultingand every time I visit a dealership having customerservice issues, I see the same problems. The mainproblem I believe is lack of training andidentifying what customer service is and how toresolve problems. When problems arise mostemployees will choose one or more of thefollowing approaches:

1) The Ostrich – I call it this because theemployee will stick their head in the sandand hope the problems will go away. Theywill not return customer calls and will notinform the customer of what is actuallyhappening. This usually ends in the customerverbally chewing off all their feathers untilthey get satisfaction.

2) The Manning – This one is when multipleemployees are trying to cover up a problem orissue and they pass the customer around like afootball from employee to employee hopingthe customer gets tired of calling back. This isusually the case when multiple employees havemade a mistake and they are trying to cover foreach other. This also happens quite often whenemployees do not want to bother with a problem because theysee it as a distraction to them working with their current customerand making money right now.

3) The Tony Danza – Do you remember the ’80s show Who’sthe Boss? This scenario is usually an escalation from theManning or the Ostrich. The employees will pseudo escalate theproblem by taking a message for a manager but not actuallypassing the message to the manager. Managers and owners aresometimes culpable in this by telling their employees to screenoff all calls and by not returning messages. I have actually seenthis go as high as the owner of the business getting messagesand then reverting back to the Ostrich.

We all make mistakes. It is the human element in us.Mistakes like breaking a customers unit or not ordering a parton time are all resolvable issues. If your employees, or you as

an owner, try to take one of the approaches abovewhen you are at fault, it will create animosity betweenyou and your customer. Many times the customerknows you have made a mistake, they know you aregiving them excuses and it never ends well for yourbusiness in the long term.

The Samurai have a rich history in honor and theyused to perform Seppuku, which is a form of

suicide by knife in the stomach. This kind of thingmust have taken a very special kind of person

with a very special strength to perform. Thequestions I have for you as an owner ormanager of a department are: Do you havethe strength and honor to admit when amistake is made? Do you give your employees

the leeway to admit when a mistake is made?Do you train your employees how to handlecustomers when there is a problem? Do youattack the problem head on or try the abovescenarios because you fear the immediatefinancial ramifications and ignore the longterm effect on your business?

It is a different world out there rightnow. Google reviews and social mediaallow customers to share experiencesthat they have had with your business. Ifan employee makes a mistake, don’tbeat them up about it. Show them thatthe problem can be fixed and teachthem how to fix it. I have often heard

from customers that they are not upset that the business oremployee made a mistake, but rather they are mad that thebusiness tried to cover it up.

So do want your business to be known as a Samurai withhonor and distinction or an ostrich that sticks its head in thesand and hopes for the best? The reputation of your business isnot just built on how you handle the good transactions, butmore importantly, how you handle the bad ones. t

C.R. Gittere and the Service Manager Pro team specialize inservice department efficiency, elevating customer service andincreasing department profitability. His monthly columnfocuses on best practices and unique ways to get the most outof your service department. More information about ServiceManager Pro can be found at www.servicemanagerpro.com.

MANAGERService

By C.R. Gittere

THE

Becoming a Problem SolverWhat kind of reputation is your business establishing?

38 Service Manager 8/6/14 10:55 AM Page 38

39 Protective MPN 8/6/14 10:56 AM Page 39


When’s the last time you Googledyour dealership? If you don’t have a

plan in place to monitor and manage youronline reputation, it is time to take action.An overwhelming majority (79 percent) ofconsumers trust online reviews as much as personal recommendations. Theperception of your dealership in the eyes on the majority of your prospects is truly only as good as your online customer reviews.

An online reputation management(ORM) strategy is a key component ofyour dealership’s digital marketingstrategy, and getting started is easy. Justfollow this three-step process to jumpstartyour ORM efforts!

Step 1: Conduct an Online Audit

If you haven’t been listening, it’s time totune into the online chatter about yourdealership – prepare yourself for thegood, the bad and the ugly.

Search your dealership’s name, anynicknames and common misspellings on:

• Google• Bing • Yahoo• Facebook• Twitter• Google+• Yelp• Yext• The Better Business Bureau• Ripoff Report

How’d you fare? If you consistentlyreceive negative comments about thesame issues over and over again, it maybe time to examine those facets of yourdealership operations. However, in mostcases, negative online reviews can be

effectively managed and actually turnedinto stories of customer service success,which brings us to…

Step 2: Clean Up Your Online Reputation

Negative reviews are bound to happen,but left unmanaged, they can present apoor online image for your dealership,which is sure to negatively affect yourbottom line. Here are six rules to keep inmind as you manage negative reviews:

Don’t retaliate: Receiving a negativereview is really frustrating and oftentimesvery personal. Your first instinct may be togive the reviewer a piece of your mind.Don’t do it! Step away from the keyboard,get a cup of coffee and calm down. Noone likes to be on the receiving end of anegative review. However, even if thereviewer is wrong, you can’t bad mouth,yell or curse at them. If you’re solution-oriented, things will calm down soonenough. And, sometimes, your loyalcustomers and community will come toyour defense.

Do not delete the post. Show thequality and professionalism of yourdealership by addressing the problem.Admit your faults, fix them and carry on.

Be real. Respond to the reviewer justas you would if they were standing right infront of you. When you respond tonegative reviews, convey in writing thatyou are committed to finding a solution tobetter serve that customer. Reach out tothem by providing your direct line oremail address. Ask for more details andinvite them to have a conversation withyou directly about their experience. Takethe time to understand their point of view,

so you can clear up customerdissatisfaction.

Say something. Whether you receive anegative or positive review, post a publicresponse. The lack of a response to anegative review conveys to readers you’renot engaged online and, as a result, thereview will hold more merit in the user’smind. Always respond to a negativereview with a positive statement like, “Wepride ourselves in 100 percent customersatisfaction; we have contacted thisreviewer to address their experience atour dealership.”

Realize that some people are justunhappy. Know that no matter whatyou’ve done to try to rectify a situation, anegative review may be the unfortunateresult if you just cannot make thatcustomer happy. It will happen.Apologize, express regret, learnsomething from it and move on.

Ask your best customers for reviews.Diminish the impact of negative reviewsby adding legitimate positive reviews. Inour busy world, happy customers forgetto take the time to share their experience,yet most of them will happily do so if yousimply ask. Some dealers offer customersan incentive to post a review, which isanother proactive strategy to consider.

Step 3: Take Advantage of ORM Tools

Monitoring your online reputation doesn’thave to be a full-time job. Take advantageof the following ORM tools to act as youronline eyes and ears.

Google Alerts. Google Alerts is one ofthe most effective tools for online

By Heather Blessington

Online Reputation Jumpstart GuideThree Easy Steps to Safeguard Your Online Reputation

SAVV

YW

eb

40-41 Web Savvy_Layout 1 8/6/14 10:57 AM Page 40


reputation management. Set up alerts forany search terms you want, such as yourdealership name or targeted phrasesrelevant to your niche, then specify thetypes of results you want and how often.You can even get alerts as mentions occurfor real-time online reputationmanagement. Google sends alertsdirectly to you in an email digest, sothere’s no ongoing legwork involved. Thebest part? Google Alerts is free.

SocialMention. Another great free toolis SocialMention, a search engine thatscours the social universe for mentions ofyour dealership name or any other searchphrases you want to track. A pro is thatthe results are really detailed, with abreakdown of the sources and users,ratings of how positive or negative theconversation is, and its overall reach. A con is that SocialMention doesn’t offer automated alerts, so you’ll have toactively check your dashboard at regular intervals.

Following these strategies will helpyou maintain a healthy online reputation,and you’ll rest easy knowing your Google search results will tell the truestory of what it’s like to work with your dealership. t

Heather Blessington is a nationally-renowned speaker on social media strategyand a digital marketing veteran with morethan 20 years experience. As an MPNcolumnist for Web Savvy and CMO at ARI Network Services, Blessington isdedicated to educating powersportsdealers about digital marketing best practices.

40-41 Web Savvy_Layout 1 8/6/14 10:57 AM Page 41


Avon Tyres CobraThe ultra quiet Cobra incorporates sport tire technology for

nimble handling, incredible stability and long life making it

perfect for touring. Its special construction, unique

“snakeskin” sidewall and aggressive tread pattern make the

Cobra tough enough for heavy loads while offering great

performance and style. Extra wide custom sizes are also

available, as well as several Whitewall sizes including a new

21-inch size coming soon. Avon says it will introduce 13 new

15- to 21-inch sizes this September for their Cobra tire line

designed for the power cruiser, touring and custom market. - - - - - - - - - - - -For more info: www.avonmoto.com

Safe riding depends on selecting the right tires, inspecting and maintainingthem and replacing them as necessary. Not all motorcycle tires are created equal.

Despite the fact that they are all round and black, motorcycle tires come in many differentstyles manufactured with different treads, compounds and durability suited for specificriding applications.

The ideal tire might be one that combines the grip of a racing tire with the feel of a sporttire, or the comfort of a sport-touring tire with the longevity and wet grip of a touring tire.And today, tire makers have done a bit of this type of genetic engineering to balance theseforces in specific ways that allow riders to fine-tune their tires to their bikes and thetypes of riding they do. This month we focus on touring/sportbike tires.

Those who ride sport tourers such as the Yamaha FJR1300, Kawasaki Concours 1400or many BMW models expect their bikes to carry them long distances at higher speeds, incomfort, and to brake and handle well. A sport tourer is light, but powerful, so its riderwill be willing to sacrifice some degree of mileage for grip and feel. The tire will not needas great a load capacity or wet-weather capability. An H-rated tire may be well within theneeds of a touring bike, but a sport-touring rider may want the additional safety margin ofa V- or Z-rated tire.

This month’s Street Tires Product Focus features several great examples of tires asport-touring rider would enjoy.

Michelin Pilot Power 3Michelin’s Pilot Power 3 is its latest sportbike street tire

with an all-new dual compound. Michelin’s patented

2CT+ technology extends harder compounds underneath

the softer shoulder offering tread rigidity and cornering

stability, especially when accelerating out of turns. Its

semi slick tread design maximizes the contact patch for

excellent dry grip, while its new tread compound offers

maximum wet grip and superior braking. Riders who are

ready to step up from the Pilot Power 2CT will experience

increased performance capabilities and 20 percent more

tread life in the Pilot Power 3. - - - - - - - - - - - -For more info: motorcycle.michelinman.com

42-45 Tires_Layout 1 8/6/14 10:59 AM Page 42

43 Starbrite MPN 8/6/14 11:00 AM Page 43


Kenda K676 RetroActiveKenda’s K676 RetroActive is a V-rated

sport bias belted tire for the classic

bikes of the ’70s and ’80s. The tread

pattern is designed for all-weather

riding conditions. The K676

utilizes a new rubber compound

for improved durability and

mileage, and an improved

crown radius for a larger

footprint in corners.

The K676 comes in thefollowing sizes: 120/80B-16130/90B-16150/80B-16110/80B-17140/80B-17150/70B-17100/90B-18120/90B-18130/80B-18100/90B-19Coming soon 110/70B-17F and 130/70B-17 - - - - - - - - - - - -For more info: www.kendatire.com

Vee Rubber 302 Twin TireVee Rubber’s 302 Twin line up of

motorcycle tires are quickly becoming the

choice for the metric cruiser and chopper

style of motorcycles. The Twin line up of

tires offers excellent all weather riding

traction, high load carrying capacity for 2-

up riding and any luggage needed for

extended trips with a new rubber

compound for long mileage. The 302 Twin

tire has a tubeless construction, is DOT

H-rated and has a front tire application

with monster rears. It is also very

affordable and available in all metric

cruise sizes.

Sizes:Twin Front90/90-17 49H100/90-19 57H90/90-19 54HMH90-21 56HMH90 B16 72H140/40-32 57H140/40-30 57H120/70-21 62H- - - - - - - - - - - -For more info: www.veerubber.co.th



VRM-387 TravelerVee Rubber’s VRM-

387 Traveler is one of

the most affordable

sport touring tires

available. Its tread is

designed to disperse

water from the

surface for excellent

wet weather riding.

Specially formulated

deep tread design

extends mileage. The

tire’s advanced

compound, for both

center and sidewalls,

create even wear

throughout the tire’s

life. Weight carrying

capacity is designed

for 2-up riding and all

the luggage needed by

the rider for extended

trips.

Sizes:120/70 R17 63V190/50 R17 78V180/55 R17 77V120/60 ZR17 55W160/60 ZR17 69W170/60 ZR17 72W- - - - - - - - - - - -For more info: www.veerubber.co.th

Shinko Tire USA 016 Verge 2X Compound RadialWith Shinko tires all new dual compound technology you’ll get the

best of both worlds, superior traction when needed, with all the

mileage. Sipes added for better wet grip and even wear. The full

steel-belted rear tire and Aramid front tire will provide high-speed

stability and strength. The tires' tread profile is designed for quick

transitions and more lean angle.

Front tires: List Price $115.95-116.95Rear tires: List Price: $198.95-211.95- - - - - - - - - - - -

For more info: www.shinkotireusa.com

View more motorcycle street tires at www.motorcyclepowersportsnews.com



Essentials Hand Tools

Oil Filter Inspection ToolGoodson Tools & Supplies for Engine BuildersGoodson recently introduced a redesigned Oil Filter Inspection

Tool used to cut open an oil filter after an oil change or high

stress engine operation. By cutting open the filter and

inspecting it for trapped contaminants, engine problems can be

quickly diagnosed. Most oil filters will trap anything larger than

24 to 30 microns, although some trap particles as small as one

micron. When you inspect the oil filter, you can actually see

what is getting trapped. This can be anything from silicone

sealants to broken mechanical parts to worm materials and

more. Metal shavings can point you toward mechanical

problems that could cause total engine failure. - - - - - - - - - - - -For More Info:

www.goodson.com

Crankshaft ToolRV Service Tools, LLCRebuild twin and triple cranks with this specialty crankshaft tool.

Set degrees accurately. Standard kits are available from the RV

Service Tools website and special sizes can be built to order.- - - - - - - - - - - -For More Info:

www.rvservicetools.com

Heavy-Duty Cylinder HoneGoodson Tools & Supplies for EngineBuilders This heavy-duty hone

will hone cylinders in a

range from 2-1/2” to 5-

1/2” and comes

complete with a 2” drive

shank and 12”

extension shank. It

features 5/8” – 11

thread and a heavy-duty

universal joint. This

hone can be used in

either a 1/2” non-pistol

grip drill or a manual

hone cabinet. Goodson’s

hone works with both

Goodson HN- and

Sunnen AN-style honing

stones.- - - - - - - - - - - -For More Info:

www.goodson.com

Pivot Head Hex and Star ToolBondhusBondhus has introduced a

new line of Hex•Pro Hex and

Star tip pivot wrenches.

These tools are built for

industrial professionals and

have a matte chrome finish

to prevent corrosion. They

have long handles to provide

extra reach, while the

pivoting head can be used at

any angle, allowing access to fastener heads in

hard to reach locations. Individual tools are

available in Inch (1/8”-3/8”), Metric (3mm-10mm)

and Star (T15-T55) tip sizes. A wide range of sets

are also available. All Bondhus Hex•Pro tools

have a lifetime warranty.- - - - - - - - - - - -For More Info:

www.bondhus.com

46-47 Hand Tools 2 8/6/14 11:01 AM Page 46

Flywheel PullerDennis Stubblefield Sales, Inc.The MP#26 40mm x 1.5

Right Hand Thread (female)

Flywheel Puller fits most

2009 - present Suzuki

GSXR1000 street bike

models. It may also fit some

Marauder and VS Intruder

street bike models as well

as some imports such as CF

Moto and Kymco engine

models. Made in the US.- - - - - - - - - - - -MSRP: $70.99/each- - - - - - - - - - - -For More Info:

www.dssalesusa.net


Ultimate Xtreme CleanStar briteStar brite’s Ultimate Xtreme

Clean, an all-purpose, all-

surface cleaner and degreaser, is

formulated to blast away the

toughest, grimiest, nastiest

grease stains or oil spills you will

encounter on the bike, in your

garage or anywhere else. The

unique formula utilizes special

chelating agents that break the

bond between grime and the

surface without the need for

heavy scrubbing. Xtreme Clean is

safe for use on all motorcycle,

marine, automotive and home

surfaces including fiberglass,

vinyl, metals, painted surfaces

and even canvas fabrics.- - - - - - - - - - - -For More Info:

www.starbrite.com

Product Spotlight

46-47 Hand Tools 2 8/6/14 11:01 AM Page 47

Vega Stealth F117This CAD designed aerodynamic helmet limits wind buffeting ensuring a much

quieter ride. The Stealth F117 is also lighter than many full-face helmets with the

carbon fiber version weighing in at just 1350 grams.

The F117 is loaded with desirable features. The optimally placed 3-stage top

vents, when fully opened, allow for refreshing air to flow through and out the

generous rear exhaust ports. The front chin vent works in conjunction with the

anti-fog face shield to virtually eliminate fogging up. The face-shield also has an

anti-scratch coating and Vega’s simplest shield change-out mechanism ever. The

helmet further features a tinted interior drop down sun shield that is spring

loaded allowing for simple operation even with gloved hands.

The Stealth F117 is available in eight sizes (XXS- XXXL) utilizing two shells. The

interior comfort liner made from DuPont Coolmax is removable and washable

with communication ready cheek pads. The helmet meets all DOT FMVSS 218

Standards and has been certified to European standard ECE 22.05.

- - - - - - - - - - - -MSRP: $129.99 Solids, $139.99 Graphics, $259.99 Carbon Fiber

- - - - - - - - - - - -For more info: www.vegahelmet.com


expense of the shell integrity – howwell the shell stays together on initialimpacts. That’s what we like about theSNELL/DOT combo, they’re not givingup too much of one to have the other.ECE isn’t a bad standard, but it is waytoo over-focused on one aspect ofwhat saves you in a crash.”

Bell follows its own standards usingaspects of ECE, DOT and SNELL.

“What we do is take a certainstandard like SNELL and ensure thatwe beat that by a certain margin,”Sackett says. “We do our own batch

testing. ECE mandates batch testing,but DOT and SNELL don’t.”

The Bell standard tests a low-speedimpact, mid-speed impact, high-speedimpact, as well as a rotational impact.Bell tests at 3 meters per second, 4meters per second, 6 meters persecond and 7.75 meters per second.“The standard for SNELL only calls for7.75 meters per second and DOT callsfor 6 meters per second,” he says. “Wetry to get the lowest energy possibleat all those different speeds, and that’ssomething no one else does and no

other standard dictates.” Regardless of the standard a full-

face helmet has passed, what materialsare in the shell or how many features itboasts, customers need a helmet theylike, can afford and that fits properly.

“For somebody who is shopping fora helmet, whatever brand it is… makesure it fits,” Blakeney recommends. “Ifa helmet is too big and it’s floatingaround on you, you jeopardize yoursafety.” Which is the whole point in thefirst place. t

Schuberth SR1 White/BlackSchuberth North America has announced that it is further expanding its helmet

offerings by adding a new colorway for its flagship SR1 helmet, a gloss white shell

with stylistic blacked-out chin vents, top vents and spoiler. The included clear visor

is easily interchangeable with a dark smoke accessory visor for an even more

dramatic blacked-out look.

Schuberth’s SR1 sport racing helmet was engineered to be the ultimate

motorcycle racing helmet. The shell design was created in Schuberth’s

aeroacoustic wind tunnel for maximum aerodynamic performance,

ventilation and noise reduction. The variable position spoiler mounted at the

rear of the helmet to allow riders to adjust the airflow over the helmet to

match their riding position. The shape offers excellent stability at speed,

leading to greater rider confidence and comfort.

The SR1 is constructed from Schuberth’s patented S.T.R.O.N.G fiber

material with carbon reinforcements and specially optimized EPS foam for

extremely lightweight protection. The patented anti roll off system, or

A.R.O.S., prevents the helmet from rolling off the riders head in the event

of a crash. The interior liner is removable, washable, wicking and anti-

odor, and as with all Schuberth motorcycle helmets, the SR1 also features

reflective accents for maximum visibility at night.

The Schuberth SR1 White/Black is DOT and ECE certified and includes a

5-year warranty, 3-year service plan, and is eligible for the Mobility Program.

- - - - - - - - - - - -MSRP: $899.00.

- - - - - - - - - - - -For more info: www.schuberthnorthamerica.com.

Continued from page 35


49 Vroom MPN 8/6/14 11:02 AM Page 49

The CV axle boot is a weak link in the final drive systems offour wheel drive ATVs and Side-by-Side vehicles. If the boot

is damaged the joint can lose its lubricating grease and pick updebris to contaminate the joint. If the boot damage ordeterioration is not addressed it will lead to a much moreexpensive fix than a boot replacement. If the axle makes aclacking or popping noise, especially when turning, they maybe worn out to the point of requiring a rebuild or replacement.

There are three different levels of CV axle service: bootreplacement, rebuild and axle replacement. A boot replacementservice may be all that is needed to return the vehicle tooperation as long as the damaged boot is replaced before thejoint bearings have been damaged. The axle will need to eitherbe rebuilt with new components or replaced as a whole if thebearings have worn out or other hard parts have been damaged.Not all OEMs provide spare parts for CV axle rebuilds.Fortunately CV axles are a common component and severalcompanies sell new, re-manufactured and heavy-duty CV axles.

Remove the CV axle by gripping it firmly and pulling itstraight out of the final drive or differential unit. The inboard endof the axle is secured by a circlip and may take a firm quick pullto free. Inspect the axle seals in the differential or final drive unitand be prepared to replace them if they are in poor condition.

Inspect the axle shaft and splines for damage. Make sure thejoints move smoothly. If the joints do not move smoothly the CVjoints should be disassembled and inspected further or the axleshould be replaced as a unit.

The inboard CV joint (long case) is a plunge joint thatallows movement along the axis of the axle. This allows the axleto deal with changes of geometry created by the movingsuspension. Make sure the inboard joint has smooth plungemovement and the outboard joint does not move in this way.

Removing the boot clamps and freeing the boots fromthe joints is required. The plunge joint is often held in place bya large snap ring. Remove this snap ring and free the plungebearing from its outer race.

Remove the snap ring to free the plunge bearing fromthe axle shaft if necessary.


CV Axle Boot Repair

TipsTECH

Remove the CV axle and pull straight out.

Make sure the inboard joint has smooth plunge movement.

Remove snap ring to free bearing from axle shaft.

Remove large inboard snap ring to free bearing from race.

Cyclepedia Press LLC

50-51 techtips_August_Layout 1 8/6/14 11:03 AM Page 50


Drive the inner bearing race off theshaft if the inner and outer bearing racescome off as a set. Only apply force againstthe inner bearing race to prevent damageto the bearing.

Wipe out the CV and clean it out withcontact cleaner to get rid of the remainingold grease. Also, remove any old greasefrom the axle shaft. Inspect the CVcomponents and replace them as needed.Allow the CV joint to air dry.

Thoroughly grease the CVbearings where they contact their racesand axle shaft splines. Wipe away anyexcess grease on the edge of the housingwhere the boot will slide on.

Assemble the CV axles with new snaprings. Secure the big end of the boot tothe CV joint housing. Bleed any excess airfrom the small end of the boot and installthe small end clamp.

Apply grease to the axle seals andsplines. Install the axle and previouslyremoved components.

Replacing a CV axle with a new orremanufactured component is certainly thefastest way to get your customer back ontheir vehicle, but in some cases it can becheaper, too. OEM prices and partsavailability for CV axles can vary dramaticallyfrom one brand to the next. Some quickresearch may show a remanufactured oraftermarket axle makes more economicsense than rebuilding the axle piece bypiece in the service department. t

Cyclepedia Press LLC authors powersports servicemanuals, a specification database and training modulesto help technicians efficiently service ATVs, motorcycles,scooters and side by sides. Each month Cyclepediaexamines real life shop scenarios with recommendedtech tips for handling the problems encountered. Formore information about Cyclepedia manuals andprofessional products visit www.cyclepedia.com.

Drive bearing race off the shaft.

Thoroughly grease bearings and assemble with new snap rings.

50-51 techtips_August_Layout 1 8/6/14 11:03 AM Page 51

Staying on top of legal requirements isan almost impossible task. I’ve worked

in and around the powersports industry forhalf my life, in every position within thesales and finance departments, so I knowhow difficult this is.

It’s a difficult job for anyone. I spokerecently with a person in uppermanagement of one of the organizations inour industry that monitors state and federallaws and keeps dealerships informed. Hesaid that his company has 30 full-timelawyers who monitor every pending stateand federal regulation in order to makesure that they have a good understandingof the current laws and upcoming changes.It’s no wonder a single finance managercan’t keep up with every law and knowwhen it changes.

This is one of the reasons that I gothrough the most common federalrequirements each time I’m in a dealershipor workshop event.

Recently, I have found the AdverseAction Notice requirements to be themost misunderstood. Most finance, salesand general managers believe that aslong as they send each customer to atleast one finance source, the bank willsend out the notice and then they will becovered. This was true until the EqualOpportunity Act was changed in 2011. Here is the regulation, as it is commonlyunderstood now:

Who is required to give an AdverseAction Notice?(Excerpt from) Part 202 – Equal CreditOpportunity Act

(l) Creditor means a person who, in theordinary course of business, regularlyparticipates in a credit decision, includingsetting the terms of the credit. The termcreditor includes a creditor's assignee,transferee or subrogee who so

participates. For purposes of §202.4(a)and (b), the term creditor also includes aperson who, in the ordinary course ofbusiness, regularly refers applicants orprospective applicants to creditors, orselects or offers to select creditors towhom requests for credit may be made.

In other words, your dealership andanyone there who acts on behalf of aperson who makes a decision regardingcredit, or who collects information andsends that information to a lendinginstitution, is considered a creditor underthe Equal Credit Opportunity Act.

(Excerpt from) Section 701 (d) – Equal Credit Opportunity Act

A creditor must provide to applicantsagainst whom adverse action is takeneither: (1) A statement of reasons fortaking the adverse action as a matter ofcourse; or (2) a notification of adverseaction which discloses the applicant'sright to a statement of reasons withinthirty days after receipt by the creditor ofa request made by the applicant withinsixty days after the written notification.

This means that YOU, as a creditor, are responsible for mailing out an AdverseAction Notice – NOT the banks or lending agencies.

When is the notice needed?It is required to be sent any time thatapproval is not granted or when approvedterms do not match requested terms.

When must the notice be sent out?If the customer is turned down with nocounteroffers, the dealership has 30 daysfrom the date of application to send outthe notice. If there is a counteroffer made by the bank, such as asking for acosigner or for more money down, thedealership has 90 days from the date ofthe counteroffer to send out the notice.

What information must be included inthe notice?

1. A statement that the adverse actionhas happened

2. Creditor name and address3. An ECOA anti-discrimination notice4. A statement of why the specific action

was taken

How can the notice be delivered?It can be handed to them in person,mailed, or sent electronically if you followthe E-sign regulation and obtain customerpermission.

How long must documentation be kept,and what must be kept?The dealership must keep a copy of thefollowing documentation for 25 months:

1. Credit application2. A written record of any information

used in the credit decision: denialfrom the bank, credit file, proof ofincome, or any other informationgathered

3. A copy of the notice with a record ofhow it was delivered

To view the complete Equal CreditOpportunity Act, visithttp://tinyurl.com/lyarp9d t

Steve Dodds II is a moderator, trainer,and consultant for Gart Sutton andAssociates with a focus on sales andfinance departments. If you have questionsabout what he or one of our other talentedconsultants can do to help you meet andexceed your goals, contact us [email protected].

Legal Disclaimer: Please contact yourdealership attorney if you have questionsabout the interpretation of any legalrequirements.


By Steve Dodds II

Finance&Insurance

What You Don’t KnowCould Hurt You

52 F&I_August_Layout 1 8/6/14 11:04 AM Page 52

53 SEMA MPN 8/6/14 11:05 AM Page 53

MarketPlaceFind out more about the classified advertisers

in this issue online at www.motorcyclepowersportsnews.com/resourcecenter.

54-55 Classifieds_Aug 8/6/14 11:07 AM Page 54


ww

w.m

otor

cycl

epow

ersp

orts

new

s.co

m/r

esou

rcec

ente

r

Ad Index

TO ADVERTISE IN CLASSIFIED

MARKETPLACE

ADP Lightspeed . . . . . . . . . . . . . . . . . .23

Dominion Enterprises . . . . . . . . . . . . .47

Duro Tire/Wheel . . . . . . . . . . . . . . . . .45

EMGO International . . . . . . . . . . . . . . . .9

Fulmer Helmets . . . . . . . . . . . . . . . . . .34

Gibbs Technologies Inc. . . . . . . . . . . .C3

HJC America . . . . . . . . . . . . . . . . . . . . .33

K & L Supply Co. . . . . . . . . . . . . . . . . .C4

Kuryakyn . . . . . . . . . . . . . . . . . . . . . . . . .5

Marketplace Events/AIMExpo . . . . . . .1

MBA Insurance . . . . . . . . . . . . . . . . . . . .8

Motor Trike . . . . . . . . . . . . . . . . . . . . . .13

MTA Distributing . . . . . . . . . . . . . . . . . .3

Mustang Motorcycle Products . . . . . .19

Namura Technologies . . . . . . . . . . . . .41

Protective Asset Protection . . . . . . . .39

Red Line Synthetic Oil . . . . . . . . . . . . .26

Rizoma USA . . . . . . . . . . . . . . . . . . . . . .7

SBS Friction . . . . . . . . . . . . . . . . . . . . .51

Scorpion Sports Inc. . . . . . . . . . . . . . .35

SEMA . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Service Manager Pro . . . . . . . . . . . . . .46

Star brite . . . . . . . . . . . . . . . . . . . . . . . .43

Sullivans Inc./Joe Rocket . . . . . . .28, 29

Vee Rubber America . . . . . . . . . . . . . .27

VP Racing Fuels Inc. . . . . . . . . . . . . . .C2

Vroom Network . . . . . . . . . . . . . . . . . .49

Wizards Products/RJ Star Inc. . . . . . .18

XY Powersports . . . . . . . . . . . . . . . . . .44

Zep Inc./Original Bike Spirits . . . . . . .11

Zurich . . . . . . . . . . . . . . . . . . . . . . . . . .15

CALL Roberto Almenar330-670-1234 ext. [email protected]

54-55 Classifieds_Aug 8/6/14 11:07 AM Page 55


MotorcycleTour of IsraelBy Alisa Clickenger

If you’ve ever wanted to take amotorcycle tour in a land with a mildclimate, fabulous roads, greatinfrastructure and countless layers ofworld history, Israel is the place you wantto explore.

Tamar Mediterranean Mototoursrecently completed its first motorcycletour in conjunction with Edelweiss BikeTravel. It was the first-ever guidedmotorcycle tour of Israel organized by anIsraeli company, and despite what youhear on the news about that part of theworld, it was a terrific experience.

“I decided to join together my twopassions; my love for Israel and the Israelipeople, and my love for motorcycling.

Israel andIsraelis give atruly uniqueexperience toany kind ofadventuretourist, notonly to thereligiousorientedone,” saidEytanMagen,

managing director of TamarMediterranean Mototours. “The largeopportunity that this small piece of land

has to offer is so vast, so deep andso diverse it touches almost anyone whois willing to venture out here.”

Adding the layers of world historyonto the first-rate motorcycle tour madefor a once-in-a-lifetime ride.

Penton - The John PentonStoryJohn Penton and his brothers ran amotorcycle shop in Amherst, OH. Pentonwas a championship rider as well asfabricator and mechanic. He chased thenational enduro championship in 1958,riding in events all across the easternU.S. and Canada and winning numerousones. In the spring of 1959, Pentonsuccessfully took up the challenge of

breaking the record for transcontinentaltravel held by the legendary CannonballBaker, and became a motorcyclinglegend himself.

In the ‘60s, Penton forayed into theinternational arena, competing for theU.S. in the International Six Days Trialnumerous times. It was his trips to Europeto compete that planted the seeds of hisdesire to build a better motorcycle.

He realized the heavy machines likethe Harley’s, BSA’s and Triumph’s couldbe beaten by smaller, lightweight bikes,a revolutionary idea at the time. Heutilized the German built NSU and BMWmotorcycles as the basis for his

competitive bikes. In the ‘60s, he servedas the eastern distributor of the Swedishbrand Husqvarna, a motorcycle thatrevolutionized the sports of motocross,enduro and desert racing in the U.S.When his attempts to convince Husky toproduce a smaller, lighter motorcycle fellon deaf ears, Penton created his owndesign and commissioned KTM, a smallmoped and bicycle maker in Austria, tobuild it. The motorcycle was an instantsuccess in off-road competition and ledKTM to expand its efforts in themotorcycle realm, initially in conjunctionwith Penton and ultimately on its own.Today, KTM is the largest manufacturer ofmotorcycles outside of Japan, andwinning championships around the world.

Fast-forward to the fall of 2010,Penton enthusiast Jack Martin contactedTodd Huffman to suggest a film projectabout John Penton’s life. Martin hadcome to believe that a documentary ofJohn Penton’s championship endurocareer, his development of the Pentonmotorcycle line and the tremendouseffect that had on the sport of off-roadmotorcycling would be a wonderfuldemonstration of American ingenuity,entrepreneurship and family values.Thus, in 2014, the movie Penton - TheJohn Penton Story became a reality.

Introducing the EGOAt the heart of this thoroughbred is anelectric motor which producesan astounding 195 Nm torque from 0RPM to redline, an electronically limited150 mph (240 km/h) and a 0 – 100 timeof under 3 seconds. All on just pennies’worth of energy. The Italian electric streetbike ENERGICA is being booked onlinefor a cool €25,000 / $34,000 + taxes. t

56 pitpass_August_Layout 1 8/1/14 2:28 PM Page 56

C3 Gibbs MPN 8/6/14 11:10 AM Page C3

C4 K and L MPN 8/6/14 11:11 AM Page C4

Documents

Motorcycle & Powersports News, August 2014