Motorcycle & Powersports News, 11.2012

11.2012

MotorcyclePowersportsNews.com

Team Winnebagoland’s

Nov. 2012 VOL. 38 NO. 11

Erin Eake & Karra Marg

>

Schuberth Superior by Design

Volume 38 Number 11 MotorcyclePowersportsNews.com

EDITORIAL

Superior By Design Schuberth Takes on North America | BY ROBIN HARTFIEL

Editor – Colleen Brousil cbrousil@babcox.com Associate Editor – Gina Kuzmick gkuzmick@babcox.com Senior Editor – Brendan Baker bbaker@babcox.com Columnists & Contributors

34

Dealership Superstars Revealed Team Winnebagoland’s Erin Eake and Karra Marg

Ricky Beggs Heather Blessington C.R. Gittere Robin Hartfiel Steve Jones Mark Rodgers Margie Siegal D. J. Stringer ART Sr. Graphic Designer – Tammy House thouse@babcox.com

ON THE COVER Jeane Morgan catches up with the 2012 Dealership Superstars.

Dealership Operations Honoring An Old Friend

6

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The Road Ahead by Colleen Brousil

Service Department Performance

12

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Best Operators Club by Steve Jones

Unexpected Market Shifts

14

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Black Book Market Watch by Ricky Beggs

The Seven Deadly Sins of F&I

16

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Finance & Insurance by D.J. Stringer

Winter Storage Guide

18

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Tech Tips by Cyclepedia Press

Is the Customer Always Right?

20

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The Service Manager by C.R. Gittere

Social Media Intelligence

22

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Web Savvy by Heather Blessington

37 High Voltage Sales Practices

24

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Peak Dealership Performance by Mark Rodgers

Kawasaki Unveils 2013 Jet Ski Models

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26

PWC Update

BMW of San Francisco

28

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Destination Dealership by Margie Siegal

4 November 2012 | Motorcycle & Powersports News

Product Focus Consider your customers’ stockings stuffed.

40

THE

Road AHEAD

By Colleen Brousil ADVERTISING SALES Publisher - Greg Cira

gcira@babcox.com (330) 670-1234 ext. 203

Associate Publishers Dean Kelly

dkelly@babcox.com (608) 523-4271

Sean Donohue

sdonohue@babcox.com (330) 670-1234 ext. 206

Display Advertising Sales

Congratulations Dean!

Roberto Almenar Tom Staab Bobbie Adams Doug Basford

T

his column is bittersweet for me. I get the honor of wishing longtime MPN associate publisher Dean Kelly congratulations upon his retirement, but at the same time, I’m saying at least a partial goodbye to my longtime co-worker and friend.

I have had the pleasure of working with Dean for the last 10 years.

Over that time, Dean’s helped me to understand everything from carburetion to dealership operations. He’s also taught me a lot more about business and life than basic fundamentals and for that, I’ll be forever grateful.

After a long and fruitful career, Dean is well-deserving of the next stage of his adventure.

“My 28-year run in the powersports industry has allowed me to meet great people, visit incredible places, and see new innovative products, which continue to fuel my passion,” said Dean in a letter to his clients announcing his retirement. “My decision to embark on my next adventure is driven by that passion. After a long and fulfilling career, I’ve decided it’s time to retire and take on a full-time position as a powersports enthusiast.

As I take to the road, I’ll continue to be in touch with my friends in the industry to share my adventures and keep up with yours. The powersports community is my extended family, and I will forever be grateful for the opportunity to work with such dedicated enthusiasts over the years.”

I’ve reached out to some of Dean’s colleagues, industry connections, riding buddies and pals to share their thoughts upon Dean’s retirement.

Flip to page 50 to read some of the well wishes.

Have a note you’d like to pass to Dean? He can be reached at dkelly@babcox.com or give him a ring at (608) 523-4271.

Dean, you will be dearly missed. See you on the road ahead! t

Dean Martin Jim Merle Glenn Warner Dave Wooldridge John Zick Don Hemming

ralmenar@babcox.com (330) 670-1234, ext. 233 tstaab@babcox.com (330) 670-1234, ext. 224 badams@babcox.com (330) 670-1234, ext. 238 dbasford@babcox.com (330) 670-1234, ext. 255 dmartin@babcox.com (330) 670-1234, ext. 225 jmerle@babcox.com (330) 670-1234, ext. 280 gwarner@babcox.com (330) 670-1234, ext. 212 dwooldridge@babcox.com (330) 670-1234, ext. 214 jzick@babcox.com (949) 756-8835 dhemming@babcox.com (330) 670-1234, ext. 286

ADVERTISING SERVICES Advertising Services Director – Cindy Ott

cott@babcox.com (330) 670-1234 ext. 209

CIRCULATION SERVICES Circulation Manager – Pat Robinson Circulation Specialist – Star Mackey

probinson@babcox.com (330) 670-1234, ext. 276 smackey@babcox.com (330) 670-1234, ext. 242

AFTERMARKET MEDIA NETWORK Babcox Media Headquarters 3550 Embassy Parkway, Akron, OH 44333 (330) 670-1234 Fax (330) 670-0874 Babcox Media California 18004 Skypark Circle, Suite 260, Irvine, CA 92614 (949) 756-8835 Fax (949) 756-8836 CORPORATE Bill Babcox, President Greg Cira, Vice President, Chief Financial Officer Jeff Stankard, Vice President Beth Scheetz, Controller Copyright 2012, Babcox Media, Inc. 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 nonqualified 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.

6 November 2012 | Motorcycle & Powersports News

Inside the Industry > CycleTrader.com Names ARI Official Inventory Feed Provider ARI Network Services Inc. has announced that it has been named an official inventory feed provider for CycleTrader.com. CycleTrader.com is one of the nation’s most popular classified sites to buy and sell new and used motorcycles.

The integration with CycleTrader is an optional add-on to ARI’s WebsiteSmart solution. Dealers can now easily synchronize inventory listings between their ARI website and CycleTrader. The integration also includes the ability to upload inventory to ATVTrader.com, PWCTrader.com and SnowmobileTraderonline.com.

“We’re excited to provide our WebsiteSmart customers with the ability to automatically upload inventory to CycleTrader,” said Brad Smith, director of product management at ARI. “The integration will help ARI customers save valuable time and sell more products. We’re confident that dealers will welcome this addition and quickly see direct bottom line results.”

“We had been uploading our bike inventory to CycleTrader manually. When ARI presented us the option to integrate our website with CycleTrader, we jumped at the opportunity,” said Matt Mechling, owner of Interstate Cycle Inc., Cornelius, N.C. “WebsiteSmart’s new integration has not only im-

> NPA Launches Mobile Site National Powersport Auctions has launched NPA Mobile, the auction company’s newest online service, offering powersport dealers a wide variety of auction services including the ability to preview and bid from any smartphone or tablet.

NPA Mobile allows dealers’ access to more than 5,000 pre-owned powersports monthly. When preparing for live auctions, dealers can utilize NPA Mobile to preview auction units, add items to their watch list and place proxy bids. For NPA’s online platforms, dealers are able to place bids and accept last chance offers right from their smartphone or tablet. Dealers can also manage their account and access trusted NPA resources such as the NPA Value Guide through NPA Mobile.

“We are extremely pleased with NPA Mobile and its quick adoption by powersport dealers,” said Jim Woodruff, NPA’s chief operating officer. “We realize we play a significant role in the growth and profitability of all our customers, and we are committed to providing them with the tools and first-class service they need to be successful.”

NPA reports that over the last three years, their online utilization has grown more than 300 percent.

“It is a testament to the quality of our condition reports and the trust our dealers and lenders have in our auction process,” said Woodruff. “We have seen the most growth in our 24/7 online auction platform, NPA eSale. It is essentially our fifth auction, located conveniently wherever our dealers happen to be.”

NPA eSale offers more than 1,000 powersport units monthly and runs 24 hours a day, seven days week. “Dealers often treat NPA eSale like a virtual showroom, and now with NPA Mobile, they will be able to bid anywhere,” said Woodruff.

NPA Mobile offers more than just being able to preview or bid on auction items. It launches with a wide variety of the auction services including access to the NPA Value Guide, offering real-time wholesale market values on more than 26,000 powersport models. NPA Mobile includes the essential and most used features of NPA’s website in a simple and clean format, making it easier and quicker for dealers to buy and sell through National Powersport Auctions.

NPA Mobile is available now and can be accessed by visiting http://m.npauctions.com. For a full list of NPA Mobile features, visit http://www.npauctions.com. t 8 November 2012 | Motorcycle & Powersports News

proved the accuracy of our listings and our overall efficiency, but has also saved us a great deal of time and effort. That means that our bikes hit CycleTrader faster, and that translates into quicker sales.” t

> Ducati Newport Beach Wins Manufacturer’s ‘North America’s Top Motorcycle Sales’ Award for Second Consecutive Year Ducati Newport Beach has announced that it has earned Ducati North America’s Top Motorcycle Sales award for the second year in a row.

Located in the heart of Southern California, the shop posted a 25 percent yearover-year increase in new bike sales from 2011 to 2012. This fueled its leading role as Ducati’s strongest dealership in North America, where the exclusive Italian brand has 149 authorized retailers. Also, for the second consecutive year, the shop led Ducati’s Southwest region in new unit sales.

The award was presented at the company’s recent dealer meeting in San Diego

by Ducati North America CEO Cristiano Silei, General Manager Dominique Cheraki and Regional Business Manager Dave Wood.

Ducati Newport Beach’s first accolades came soon after opening in 2009, when it won Ducati’s Best New Dealer award. The following year, the shop was runner-up in Southwest region sales. Building on this momentum, the dealership sold more Ducatis than any other in North America and topped the Southwest sales charts again last year.

Ducati Newport Beach’s 8,400-squarefoot dealership has 30 Ducati motorcycles on its showroom floor at all times, as well as a comprehensive selection of Ducati accessories and apparel. Its currently expanding service department has six bays and employs five mechanics, three of whom are master-trained Ducati technicians.

Fostering an inclusive environment for enthusiasts and those new to the sport, this popular destination holds live race screenings, owner’s clinics, bike nights, suspension seminars, fashion shows, barbecues and exclusive events. In May, Ducati Newport

Beach held the national dealer launch for the manufacturer’s groundbreaking Panigale superbike, a motorcycle that accounted for many of the shop’s 200-plus sales.

“Our third year in business has been an amazing one for us,” said dealership principal Michael Guerin. “We’re honored to be Ducati’s top shop the second time around, but we’re not focused on awards. Top racers always say they are focused solely on winning one race at a time and let the championship’s chips fall where they do.

Every day, we’ve focused on our mission of maximizing the customer experience.

We’ve kept our momentum rolling and didn’t back off the throttle all year. If this leads to national titles, we’ll collect the trophies and get back to work.” t

> Mustang Promotes Matt

designs to the market.

“Matt is absolutely the perfect person for this new position,” says Mustang VP/general manager Mike Panasci. “He has been an integral part of both the sales and technical sides of Mustang for more than 20 years. Matt’s new role will have a significant and positive impact on the Mustang brand.”

Kulman will continue to serve as Mustang’s technical adviser, but his responsibilities have now expanded to oversee all processes and communication between the design, manufacturing, sales and marketing teams. His role is to ensure the seamless release of new products as well as monitor all existing products.

The creation of this new position coincides with Mustang’s physical expansion of its R&D department at its Three Rivers, Mass.-based factory. t

Kulman to Product Manager Mustang Motorcycle Products LLC has announced that Matt Kulman has been promoted to product manager for the brand. Effective immediately, Kulman will oversee every aspect of bringing new seat

> JohnDow Industries Launches Fuel Chief ‘Caddy for a Cause’ Fundraiser In honor of Breast Cancer Awareness Month in October, JohnDow Industries has launched its Fuel Chief brand’s “Caddy for a Cause” fundraising campaign. Proceeds from the campaign go toward breast can-

cer research.

Introduced in mid-2011, JDI began contributing $10 to this research for every Fuel Chief FC-25GC 25-gallon Steel Gas Caddy sold. The original program for 2011 was extended through December of 2012. JohnDow has communicated the campaign with visibility through product packaging, JDI shirts, trade show exposures, sales flyers, the JDI website, email blasts, media releases, and distributor and sales rep communications.

“The Fuel Chief products (portable fuel storage and handling) are about safety and saving lives, so it is a natural partnership.

We want to give back to this very worthy cause,” stated JDI management.

Fuel Chief’s FC-25GC Gas Caddy has achieved UL Listing status while also complying with OSHA guidelines. JohnDow is the only manufacturer with these safety credentials and is the largest manufacturer of gas caddies in North America. t

D2M Creates Platform For Manufacturers To Manage Dealer-Direct Sales Instead of the traditional two-step distribution model, many manufacturers are now eliminating the middleman and utilizing technology to reach their dealers directly. To facilitate this process, D2M is offering manufacturers an alternative to access dealers via an interactive B2B site, complete with “live” catalogs and a host of technological advancements to keep their businesses on track in this rapidly changing environment.

“We believe it’s time manufacturers took control of their products, particularly when it comes to distribution,” says D2M’s chief of marketing, Josh Whitaker. “We have created a simple, truly effective interface for the dealers. Now that we have been adopted by the dealers, we feel it is time to show manufacturers just how effective D2M can be for them ... we’re inviting manufacturers to consider the advantages of D2M, and start working directly with their customers.”

Whitaker notes that the new business model is not limited to brands that sell dealer-direct. “It can be equally beneficial for brands that are currently sold through standard distribution channels as well. Less cost equals more margin for the brand, which can help the dealer and ultimately even the end customer.”

To sweeten the deal, D2M is offering access to its B2B site with a fully automated ordering system, interactive catalogs that

are updated 24/7, accounts receivable management and vastly improved functionality, for zero up front costs. “We are happy to post sales programs, price sheets, catalog updates, inventory reports and anything else that a manufacturer may need to communicate to their dealer network,” explains Whitaker. “We have virtually eliminated the need for inventory checks or tracking number requests.”

D2M’s technological advancements making news recently include the launch of a live-chat feature for real-time assistance and a partnership with the world’s largest digital publisher, PixelMags, which ensures industry-leading product catalog access and enhances user interaction. “Our D2M acronym stands for ‘Direct 2 Manufacturer,’ and we are remaining focused on providing a conduit between dealers and their manufacturers,” adds co-founder Tim Pritchard.

“This means orders are shipped straight from the manufacturers directly to the dealerships, which reduces ordering time and increases dealer margin,” says Pritchard. “Best of all, the service is provided to the manufacturers at an incredibly low cost - a small fraction of what the two-step distributors charge. In fact, several of the services we provide are free to the manufacturers, so dealers win!” t MotorcyclePowersportsNews.com 9

Inside the Industry In Memoriam

Longtime Babcox Media Executive Becky Babcox Passes Away Becky was well-known and respected for her contributions to the industry and made many friends among aftermarket professionals during her years of service.

MPN parent company Babcox Media is saddened to announce the passing of Mary Rebecca “Becky” Babcox, a longtime automotive aftermarket industry veteran. Becky died peacefully on Oct. 15, 2012, in Akron, Ohio, after a long battle with Multiple System Atrophy (MSA). She was 60 years old.

For many years, Becky was co-owner of Babcox Media, along with her brother, Bill Babcox. Together, they were the third generation of the Babcox family to run the company founded by their grandfather, Edward S. Babcox, in 1920. Becky retired from the company in 2006, after nearly 30 years in the business. She was named “Woman of the Year” by the Car Care Council Women’s Board that same year.

In addition to serving as Corporate Secretary of Babcox, Becky was Publisher of Automotive Rebuilder magazine, known today as Engine Builder magazine. She was an active participant in the rebuilding industry, serving as a board member of the Production Engine Remanufacturers Association (PERA) and numerous other aftermarket associations, including the Engine Builders Association (AERA), the Automotive Parts Remanufacturers Association (APRA) and the Car Care Council Women’s Board.

Becky was well-known and respected for her contributions to the industry and made many friends among aftermarket professionals during her years of service. With her warm and friendly nature, Becky couldn’t walk down the aisles at trade shows without receiving abundant hellos from admiring industry peers. All those who knew her would say her generosity was unmatched. She lived life with a positive attitude and even in the end stages of life never relinquished her characteristic grace and humility.

In addition to her significant career accomplishments, Becky served her beloved Akron, Ohio, community by giving time and energy to Goodwill Industries, Planned Parenthood, Junior League of Akron, The Akron Garden Club, Old Trail School, and many others.

Becky was a graduate of Emory University and received her MBA from The Ohio State University.

She is survived by her son, Rob. t

Statement of Ownership, Management and Circulation (Act of August 12, 1970; Section 3685. Title 39. United States Code.)

MPN is published monthly at 3550 Embassy Parkway, Akron, Ohio 44333-8318, Summit County. Headquarters and general business offices are also located at 3550 Embassy Parkway, Akron, Ohio 44333-8318, Summit County. Publication no. is 0164-8349. Filing date is 9/30/11. Issue frequency is monthly with 12 issues published annually. Annual subscription price is $69.

MPN’s publisher is Greg Cira. The editor is Colleen Brousil, and the senior editor is Brendan Baker. All are located at 3550 Embassy Parkway, Akron, Ohio 443338318, Summit County.

MPN is owned by Babcox Media, Inc., located at 3550 Embassy Pkwy., Akron, Ohio 44333. Known bondholders, mortgagees and other security holders owning or holding 1 percent or more of total amount of bonds, mortgages or other securities: none.

MPN’s Extent and Nature of Circulation are: (Issue date for circulation data at right is August 2012.)

Average no. copies each issue during preceding 12 months 17,564

A. Total No. Copies (net press run) B. Legitimate Paid and/or Requested Distribution (By Mail and Outside the Mail) 1. Individual Paid/Requested Mail Subscriptions Stated on PS Form 3541. (Include direct written request from recipient, telemarketing and Internet requests from recipient, paid subscriptions including nominal rate subscriptions, advertisers’ proof copies and exchange copies) 16,960 C. Total Paid and/or Requested Circulation 16,960 D. Nonrequested Distribution (By Mail and Outside the Mail) 101 E. Total Nonrequested Distribution (Sum of 15d (1), (2) and (3) 170 F. Total Distribution (sum of 15c and e) 17,231 G. Copies not Distributed 333 H. Total (Sum of 15f and g) 17,564 I. Percent Paid and/or Requested Circulation 98.4 I certify that all above statements made by me are correct and complete.

Pat Robinson, Circulation Manager

10 November 2012 | Motorcycle & Powersports News

Actual no. copies of single issue nearest to filing date 17,560

17,084 17,084 136 10 17,230 330 17,560 99.2

> Manheim Specialty Auctions Changes Specialty Online Event Sale to Weekly Occurrence Manheim Specialty Auctions has increased the frequency of its Specialty Online Event Sale from monthly to weekly.

The sales start each Friday at 3 p.m. EST and end on Mondays at 3 p.m. EST. To get the inside track on the specialty inventory, visit www.manheimspecialtyauctions.com. t

> Jan Plessner Joins Lonski and Associates Former Kawasaki PR Manager Jan Plessner has joined the Lonski and Associates team. A 23-year powersports executive, Plessner’s experience includes key marketing, public relations and communications positions with Kawasaki Motors Corp. USA., the Motorcycle Industry Council, Freeman/McCue Public Relations and JVH Media Group (AllAboutBikes.com and LadyMoto.com).

“I absolutely love the powersports industry. I have three motorcycles in my garage right now, and I can’t wait for offroad desert riding season to start,” Plessner told MPN. “I’m also very fortunate that I had the chance to work with organizations like Kawasaki and the Motorcycle Industry Council. But over the past two decades, like many of my colleagues, I experienced my share of frustration when it came to opportunities for career growth. As a job recruiter with a fairly extensive network, I can help our partner companies improve the quality of their workforce and help people grow their careers. I’ve always enjoyed mentoring and career coaching, so this feels like a natural place for me to be.”

Plessner will focus her recruiting efforts to support client partners in the Western United States and within select markets west of the Mississippi. A long-time advocate for women in motorcycling, Plessner will continue her role as editor at www.LadyMoto.com.

“I’ve known Henry [Lonski] since our personal watercraft days back in the ‘90s.

During a recent conversation, I was surprised to learn that so many great positions go unfilled on a day-to-day basis,” said Plessner.

“An abundance of talented individuals in the powersports industry would welcome the opportunity to advance their careers, but due to a variety of factors, upward mobility is not always possible without a move.

I also know what it’s like to be short-staffed, especially when you are looking to build a team of quality people. I know I can help our clients fill positions in less time, with top-shelf industry pros.”

During her tenure with Japanese motorcycle powerhouse Kawasaki, Plessner managed all aspects of corporate PR for the U.S. consumer market including professional racing, motorcycles, allterrain vehicles, Jet Ski watercraft, utility vehicles, RUVs and accessories/apparel. From 2009 to 2011, Kawasaki’s U.S. motorcycle market share increased from fourth to first

place among the Japanese OEMs. “[Jan] is an ‘industry icon’ and held in high regard by fellow powersports members. Her credibility and reputation are well deserved. Her location in the heart of Southern California is a huge advantage, too,” said Lonski.

“Having access to a comprehensive database of over 13,000 industry professionals is quite an advantage,” said Plessner. “Many confidential candidates are available, however, not necessarily looking at industry positions on a daily or weekly basis. Experienced candidates for all powersports and motorcycle industry positions are within our scope.

“For me it’s all about motorcycles, recreational vehicles and increasing the size of our consumer market. I want to do everything I can to strengthen and grow our industry.”

Hiring managers, powersports industry professionals or anyone looking to transition into or within the industry may contact Jan at Jan@HenryLonski.com. t

MotorcyclePowersportsNews.com 11

BEST

Operators CLUB

By Steve Jones

AUGUST 2012 P&A DEPARTMENT PERFORMANCE

T

his month we’ll review 2012 service department performance data. We’ll compare a good-performing metric 20group with the National Norm (NN) numbers and the averages for the Top 5 dealers in each category.

The total store statistics are included as a reference point for the performance of the service department. This helps put the numbers in context with the trending of the market overall.

We can see from the total store sales change from prior year that the Top 5 performing dealers are slowing in their growth in comparison to the group and NN dealer averages. Total store gross margins are holding pretty steady compared with last year, but the group and NN dealers are struggling to get to that target benchmark of 25 percent.

Door swings continue to increase – a very good sign that traffic is still strong compared with last year. This is particularly significant since the numbers tend to slow as fall approaches. It is interesting to note that the Top 5 dealers continue to spend more money on advertising and promotions to get customers in the door. However, their ROI for this is very good. This would not necessarily be the case if they were not holding good margins.

In the service department, gross margins continue to increase as dealers control their expenses better. Labor margins are significantly stronger than in past years. It is important to get at least a 70 percent margin (revenue less tech compensation + sublet labor) or you are unlikely to cover the expenses for this department and end up with a profit.

dealers, but not nearly as much as for the Top 5. My take on this is that these dealers are running service specials and doing awareness advertising wherever possible. They are using media such as their websites, email blasts and even social media to promote and grow their service business.

Personnel expense (anyone who is non-tech) seems high, but I can’t argue with the results. They are making money.

If you have more gross margin, you can afford to pay more for a quality service manager and skilled service writers.

These folks tend to make you more money.

The target for the parts sold to repair order labor ratio is 1:1. All these dealers are close to that mark.

As might be expected, billed hours are up. The “billed hours per repair order” reflects the service writers’ ability to sell service. The target is to average two hours per repair order, but only the Top 5 dealers are hitting the mark. Service writer training is very important. Even a slight increase here can make a big dif-

CHART 1 Total Store Stats

GROUP NORM

TOP 5 NATIONAL DEALERS NORM

$6.1

$10

$6.8

+13.0%

+1.4%

+6.5%

Total Store Gross Margin

24.7%

27.6%

24.6%

Gross Margin Prior Year

24.8%

27.8%

25.3%

Contribution to Gross Profit: Service

18.3%

22.3%

18.2%

Door Swings: Change from Prior Year

47.6%

51.0%

42.6%

Cost per Door Swing

$26.36

$42.24

$20.10

Service Dept Stats for September 2012 GROUP NORM – part 1

TOP 5 DEALERS

NATIONAL NORM

Total Store Sales YTD (millions) Total Store Sales Change from Prior Year

CHART 2

Gross Profit Change from Prior Year

19.2%

42.1%

5.5%

Labor Margin

73.8%

80.2%

71.5%

3.5%

8.6%

1.1%

Dept Margin Change from Prior Year Dept Operating Profit Change from Prior Year

0.4%

2.3%

0.1%

Repair Order Volume Change from Prior Year

10.8%

26.6%

3.2%

46.2%

36.1%

39.8%

0.85

1.06

0.98

Personnel Expense as a Percent of Dealership Gross Profit Parts Sold to Repair Order Ratio

Repair order volume is up for most 12 November 2012 | Motorcycle & Powersports News

ference in the overall profits of the department. Labor sales per repair order are obviously directly connected to this.

The targets for proficiency (billed hours divided by available hours) and productivity (actual hours on the repair orders divided by available hours) are 85 percent. Only the Top 5 are on target here. These measure the overall performance of the department. It is not easy to hit this number, but it is important to try hard to get there. The technician’s ability is measured by efficiency (billed hours divided by actual hours on ROs). The target is 100 percent, but can be much higher if they can beat flat rate consistently. The Top 5 number indicates that they are focusing on increasing the percentage of tune-ups and interval services and other quick-turn jobs where beating flat rate is very possible.

Again, the dollars sold per employee is a very important measurement of the effectiveness and productivity of your staff. Monitor this closely. Divide the number shown by the number of months (nine in this case) to get a monthly aver-

CHART 3 TOP 5 NATIONAL Service Dept Stats for September practices 2012 – GROUP to boost margins, increase profNORM DEALERS NORM part 2 Billed Hours Change from Prior Year

8.4%

24.3%

2.4%

Billed Hours per Repair Order

1.69

2.11

1.6

Labor Sales per Repair Order

$142

$179

$139

Department Productivity

75.9%

92.1%

74.1%

Tech Efficiency

99.7%

110.4%

99.9%

Department Proficiency

75.3%

91.6%

73.6%

5.9

9.0

6.1

$44,184

$50,391

$47,103

Aver Number of Service Staff, YTD Gross Profit per Service Employee, YTD

age. You may need to actually increase staff to hit the kind of returns you should get. I’ve seen instances where a lack of service writers or techs stifled production and resulted in service business going to other dealerships.

Have questions? Feel free to contact me for information, explanation or to discuss how GSA can help you grow your business profitably. t

Steve Jones, GSA senior projects manager, outlines dealerships’ best business

itability and retain employees. His monthly column recaps critical measurements used by the leading 20-group dealers. GSA is recognized as the industry’s No. 1 authority on dealer profitability.

Access to the new Voyager 5 data reporting and analysis system is available to any dealership for a nominal fee.

For more information on GSA’s data reporting system, dealer 20-groups, onsite consulting or training, email steve@gartsutton.com or visit www.gartsutton.com.

MotorcyclePowersportsNews.com 13

Black Book MarketWatch

By Ricky Beggs

Unexpected Market Shifts

ATV

Cruiser

Jet Boats

Off Road

0n/Off Road

Scooter

W

Snowmobile

ith the arrival of fall weather around much of the country, prices have once again decreased for most segments in the powersports market. The changes are much smaller than what we saw last month, where values declined more steeply than usual.

Average Used Values

August to September Used Unit Value Change ATV Cruiser Jet Boat Off Road On/Off Road Scooter Snowmobile Street Utility Watercraft

August $3,593 $8,447 $19,393 $2,314 $5,017 $1,904 $4,410 $6,985 $6,513 $5,861

September $3,643 $8,816 $18,130 $2,626 $5,021 $1,983 $4,528 $7,160 $6,836 $5,498

14 November 2012 | Motorcycle & Powersports News

Percent Change 0.50% -0.90% -6.50% -1.50% -0.90% -1.60% 2.30% -0.90% 0.70% -6.20%

Street

Utility

Watercraft

Sales results from the auctions indicate that the market has paused on its way down this month, with on-road motorcycles only dropping by .9 percent and scooters dropping 1.6 percent.

ATVs and utility vehicles have seen a slight increase in value, but not to the levels we normally see at this time of year. Prices are up by only .5 percent for ATVs and .7 percent for utility vehicles, not the usual 3 to 5 percent increase we generally see as fall arrives and hunters, farmers and outdoorsmen put these units to heavy use.

Snowmobiles are continuing to inch up in value as winter approaches, increasing by 2.3 percent this month.

Personal watercraft and jet boats, on the other hand, have seen the bottom fall out as far as auction values are concerned. These segments are down 6.2 percent and 6.5 percent this month.

Combined with last month’s 2.8 percent drop in value, these units are currently more than 9 percent lower in value than just two months ago. t

&

Finance Insurance

By D.J. Stringer

The Seven Deadly Sins of Finance & Insurance

W

rath, greed, sloth, pride, lust, envy and gluttony — these seven deadly sins are a pretty serious matter.

Fortunately, there is nothing you can do in the F&I office that could lead to eternal condemnation, but there are many things that you can do or not do that can condemn your paycheck. If these seven things happen in your dealership, you should be scared.

Sin #1: Failing to perform a proper customer interview. Would you marry someone you had never had a conversation with? Would you allow a stranger to date your teenage daughter without meeting them? Would you leave your kids with a babysitter you did not know?

Why not? You have to establish some sort of a relationship to build trust. It is easier to build value in the F&I office once you know what is important to the customer.

Sin #2: Failing to use a menu for the presentation of product and payment options. There are so many reasons to use a menu. Compliance is a big one. A menu is the easiest way to show that all products were explained and offered to the customer. As important as the compliance feature, statistics also show that dealers that use a menu presentation sell more products per vehicle and have higher PVRs. Use the declination forms as a back-up to the menu and another swing.

Sin #3: Failing to take more than a few swings at overcoming objections. You only get one shot at having the customer’s full attention, so come to the box ready to swing away. Be prepared with logical reasons that the products are

valuable to the customer. Don’t be shy.

Hint: it is easier to time your swings if you do the interview.

Sin #4: Assuming that a cash customer is not going to buy any products. Two out of every three customers’ biggest fear is the fear of loss, regardless of their ability to write a check. Take the time to find out about the customer’s motivations to buy. Hint: It all comes back to the interview.

Sin #5: Failing to assume the customer is going to finance with your dealership. How many times a day do you hear the salesman ask the customer if they are going to pay with cash or finance? Why does it matter to the salesman? Are they discounting the first pencil if the customer is financing? Not in a smart store!

Are they raising the price if the

16 November 2012 | Motorcycle & Powersports News

customer is paying cash? Fat chance! The only thing that question does before using a four-square is remind the customer to call their credit union and check the rates. Dealerships that assume the financing get more deals.

Sin #6: Allowing the salespeople to discuss financing or protection options.

The salesperson has enough to worry about. They have to worry about making a friend out of the customer and finding the right unit to meet the customers’ needs. Let them do that, and you can worry about the details of F&I. We will all make more money that way.

Sin #7: Failing to teach the salespeople what to say when F&I questions come up. We can’t expect the sales staff to be F&I experts. Make their jobs as easy as you can and maybe they will return the favor. Whatever your choice for the salesperson’s involvement in F&I, you need to train them on what to say and how to say it. This training is not a onetime thing, it will need to go on and on and on.

F&I doesn’t have to be scary, but you should be scared of the opportunities you are missing by committing any of these deadly F&I sins. t

RPMOne is a leading provider of F&I products and dealer development services dedicated to serving the powersports market.

Due to its comprehensive experience with dealerships, lenders and insurance companies, RPMOne has created top-tier F&I programs, Web-based tools, training programs, and sales and marketing systems to meet the unique demands of the industry. RPMOne’s mission is to increase client profit to its fullest potential.

TECH

Tips

Winter Storage Guide

R

iders blessed with a warm year-round climate tend to ride all winter — and who could blame them? Even in the cold Northeast, there are riders who keep their bikes running all winter and go out every day. Sadly, the majority of riders are forced to put their machines away for the winter months, and exactly how they do that is going to determine how long it might take them to get back on the road when the weather warms up.

A good motorcycle needs to be treated well when it’s put to bed in the fall. The two most common critical items to address are the fuel system and the battery. A marginal battery left out in the cold can easily freeze and fail to ever hold a charge again, and an improperly treated fuel system can gum up and foul injectors and carburetor parts.

Here at Cyclepedia, we recommend two easy winter storage steps for our customers. First, treat the fuel system right when you shut your machine off for the final time. At the very least, add a good fuel stabilizer to the remaining fuel in the tank, and run the engine long enough to ensure that the stabilizer has worked its way through the fuel system. Better yet, add fuel stabilizer and fill the tank to the top. A full tank has less air space to allow condensation to occur when the machine is subjected to the repeated freeze-thaw cycles in the typical garage (or, God forbid, under the average backyard blue tarp). Condensation will cause spots of rust to form inside a steel fuel tank, and the resulting water will settle to the bottom of the tank and eventually eat holes in the steel.

Alcohol-laced E-10 fuel creates its own problems in fuel systems, especially on older machines. We’ve been very surprised and pleased by the results we get adding Star-Tron fuel additive to our bikes, and recommend Star-Tron for storage as well as everyday running. Still, for a classic machine like a mid-’70s Honda CB or the like, we would caution the owner to drain all traces of E-10 fuel from the petcock down — and then we’d keep an eye on that petcock, too. Old, classic motorcycles were not designed for E-10 fuel and its common additives, and many vintage carburetor parts will degenerate if left soaking in E-10 for the winter. We would still recommend filling the tank to the top, since older steel tanks seem to attract rust in even the best climates.

18 November 2012 | Motorcycle & Powersports News

The fuel system components can be destroyed by improper storage.

Taking care of the fuel system is a priority.

Ethanol fuel will degrade seals in older machines.

If the bike is to be left out in the cold, the battery should be removed and brought inside. The average basement temperature is fine for a battery, and it should spend at least part of its time on a battery charger. The better computercontrolled “smart” battery chargers can be left hooked up to a battery indefinitely. If all your customer has is a cheap trickle charger, we’d recommend putting the charger on for a couple of days every two or three weeks. The object is to keep the battery near the peak of its charge all the time.

But can a battery survive the winter out in the cold? Yes — if it’s in good shape to start with, and if it’s connected to a “smart” battery charger all the time. Again, repeated freezethaw cycles don’t do a battery any good at all. It’s so much easier on the battery to bring it into a stable climate for a few months.

Knowing what to do and where to do it is the job of a good shop, and if you have the room to offer winter storage for a fee, you can save your customer many headaches, including the possibility of a pair of skis or a snow shovel denting a fuel tank!

If your dealership is offering cold storage, move batteries to a central storage area, convenient to a bank of battery chargers and label each battery so its spring destination is clear. It’s common in the motorcycle shop for rushed service personnel to mix up batteries. This can be time consuming and expensive, and easy to avoid with a paint marker or a tag. Also, cold-stored machines should be examined closely for water in the fuel tank before being put away. If there’s any doubt, draining the fuel system is the best way to avoid more headaches in the spring.

One other often-overlooked storage item is tires. Make sure the tire pressure is correctly set before the bike is put away. To avoid possible flat spots in the tire carcass, get a stand under the bike to get the weight off the tires. This is especially important if the machine is a sport bike with highdollar performance tires.

Have your parts and service staff ready to sell battery tenders, fuel treatments, tires and storage to your customers. This would be a great time to upsell regularly scheduled maintenance and items worn out over the summer, like chain and sprockets, brakes, fluids, fork seals, air filters, batteries, state inspections (where required) and tires. The object of the best winter storage plan is to be ready for riding in the spring, and if all required maintenance is done and all high-wear parts are addressed before the snow falls, your customers can be ready to ride as soon as the last ice-dam melts out of the gutters. t

Remove batteries and make appropriate storage arrangements.

Set tire pressures prior to storage.

The winter is a great time to complete regular maintenance.

CYCLEPEDIA PRESS LLC has been publishing interactive, Webbased service manuals for ATVs, motorcycles and scooters since 2006. Every CYCLEPEDIA manual includes step-by-step repair procedures, color photos and videos, specifications, diagnostic data and tech support. Mobile device-friendly and easy to use. Browse the full library at: WWW.CYCLEPEDIA.COM or call 828-645-0017.

MotorcyclePowersportsNews.com 19

THE

Service

MANAGER

By C.R. Gittere

Is The Customer Always Right?

Service Department Reputation Management

W

hen I get called in to help a dealership service department, one of the biggest concerns is always its reputation. Many times I find that the reputation is somewhat marginal. That being said, once I dig into it a little more and find out why customers are upset, it generally boils down to miscommunication between these employees and the customers. Service is a tough department because service writers and mechanics just want to help the customer, fix the bike and make the customer happy. Well, some customers will never be happy!

About 10 years ago, I had a superbike engine built by a respected shop in the Charlotte area. The shop strongly suggested I install a billet clutch basket because of the increase in

20 November 2012 | Motorcycle & Powersports News

power. This little addition cost approximately $600. It was fairly pricey, but I figured it was good insurance — after all, they were the experts. I took their advice and had no problems.

I took the bike to the drag strip, and the team pitted next to me made a pass and destroyed their engine. They were livid at their engine builder because they had only made four passes before the engine failure. I asked who built the engine and sure enough, it was the same shop that built my superbike. I asked what mods were done, and it was the identical recipe as mine.

The difference? They didn’t install the billet clutch basket.

Ten years later, I’m standing in a service department and a mechanic brings me a carb. Someone actually cut and filed a small screwdriver shaft, bent the shaft so it would fit into the carb bowl and then drilled out the float bowl holder because they were too cheap to purchase a carb rebuild kit. After looking over the unit, we started to notice that there were many little intricacies about the maintenance of the unit.

I know that there are hundreds of stories about units like this, and sometimes it’s fun for mechanics to sit around and talk shop about what they see. Because, by and large, mechanics and service writers just want to help the folks that are stuck with less than logical abilities to fix their own units. The real question is: can you help these customers and make them happy?

Sometimes the answer is that you will never make the customer happy. I firmly believe you have two choices in situations like this. Fix the unit right with good parts and a good repair, or refuse to fix the unit. Yup, I said it. I am suggesting you have a clear and concise conversation with your customer about how their unit is going to get fixed or not get fixed by your facility.

Now, diplomacy and word tracts can be very critical when talking with a minimalist (cheap) customer. If it is a running or moving issue, lean on safety first. Say, “We have to fix it this way for safety reasons. We must do a good, solid repair so that we know you are safe on the unit.” This type of word tract hints at insurance liability without actually addressing the issue directly and putting future thoughts into their head.

They will probably complain about the price and ask you for a cheaper alternative. Here is where the selling begins. It is the service writer’s job to sell the repair at a fair price for the customer and the dealership. Many people teach feature and benefits selling in parts and unit sales. Well, I think service can do feature and benefit selling, too.

What I mean by feature and benefit service selling is quite easy. If there are aftermarket upgrade parts that can be in-

cluded in the repair, sell the features and benefits of the better parts. If an incomplete repair might cause future damage or accelerate wear on another part, then explain that to the customer. Explain to the customer how the benefits of doing a complete repair now will save them money in the long run.

If you have been reading my articles, you might recall my check-in procedure and how I think it is a good idea to ask open-ended questions and find out how a customer is using the unit. The reason why I push getting that information is that I use it to close the sale.

I set up a close at the time of checkin. If you know the customer is a hunter, and he is going to take his ATV into the backwoods for that big buck, use that to sell him a complete repair. “Mr. Smith, I agree there might be a cheaper way to do this, but if you are out in the woods, and you just downed that monster buck, do you really want to struggle with your unit, hoping it will drag that deer out?”

I have also used the guilty close. If I know that a customer rides with a group, I say, “Do you want to be the person everyone has to wait on?” There are hundreds of little word tracts like these that you can use to close the sale.

If none of the close techniques work

and the customer will not pay you to fix the unit right, I think you should decline the work. Yup, I said it again. Send the work away. Sometimes it’s better to decline work than get your department into a customer that will complain that the slap stick comedy repair did not work.

These types of customers will tarnish your reputation and bring the unit back to you expecting you to fix it a second time for free because it didn’t work the first time. It’s just like unit sales. There are times where customers try to buy a bike too cheap, and the sales manager says no. Why should service be any different?

Tell the customer, “I’m sorry, but ultimately we do not feel comfortable doing a repair like this.” Charge them a diagnostic fee, wish them well and ask them for a shot at fixing anything else they might have. t

C.R. Gittere and the Service Manager Pro team specialize in service department efficiency, elevating customer service and increasing department profitability. His monthly column focuses on best practices and unique ways to get the most out of your service department.

More information about Service Manager Pro can be found at www.servicemanagerpro.com.

MotorcyclePowersportsNews.com 21

WebSAVVY W

ord of mouth is the most powerful stamp of approval for any business.

If a company goes out of its way to serve you, you sing their praises. If a company bombs in your view, you scream it from the rooftops.

Our personal opinions can be expressed on a global scale or on a microlocal scale, reaching hundreds if not thousands of people with a click of a button. This is scary and exciting, but if you educate yourself about our social driven culture and invest in it heavily, you will come out on top.

This is not a new phenomenon. The “new” aspect is how connected we are and how fast the information moves along what are now referred to as social and interest graphs. For example, when a new vehicle hits the market, those first purchasers are

By Heather Blessington

Social Media Intelligence texting their opinions before the OEM even has a chance to kick their marketing efforts into full gear. The early adopters “like” it, or not, which sets the tone for the entire launch of the product.

The interest graph The interest graph consists of the network of people who share interests, but don’t necessarily know each other personally. It offers powerful insight into who someone is as a person and allows others to instantly connect based on exactly the same interests, regardless of knowing them or not. I personally have very strong friendships across the Web with individuals I have met through my blogs, but that I’ve never met in “real life.” The strength of these relationships is rooted by our common interests and mutual life passions.

The ability to graph peoples’ interests allows them to tap into potential relationships that they might never have been exposed to. Before, a person could be in a room with five other people who love the same bikes as they do, but they’d never know. By mapping and connecting people’s interests, however, people can immediately identify those connections. As more companies begin to take advantage of the interest graph, people are more capable of connecting with like-minded people.

The social graph The social graph is the representation of our relationships defining our personal, family or business communities on social channels; all of which are intertwined like never before. It is about people discovering and inventing new ways to share relevant knowledge about brands they care about and relate to in their personal lives.

A social graph allows us to see visually how our business’ social world is connected, which spurs conversation about us

22 November 2012 | Motorcycle & Powersports News

and with us at blinding speed. Vendors are talking to employees, customers are talking to bloggers and one another. Journalists have Twitter feeds and Facebook pages where they ask questions openly and directly. Are you listening?

How to utilize these graphs for your marketing efforts Businesses can utilize the concept of social and interest graphs in a number of very powerful ways: Specials and discounts: Develop promotions on your most popular products to garner attention and expand your customer base.

Targeted advertisements: Launch ads directed at particular customer group(s) to greatly increase the success rate when compared to general advertising.

Product development: Interest graph data can be useful when it comes to developing new features or offerings for your customers; you will know precisely what your customers want and need.

Email campaigns: You can turn wide and general email campaigns on smaller, more precise ones, increasing conversion rates.

All of these ideas are within your reach if you make a commitment to invest the time and budget into planning campaigns designed specifically for your customers. The days of spraying ads out there and seeing what sticks is over — it’s lazy marketing that produces lackluster results. If you want ROI — drive it yourself. t

Award-winning blogger and CEO of Duo Web Solutions, Heather Blessington is a nationally-renowned speaker on social media marketing and a digital marketing veteran. Her company provides MPN monthly columns focused on best practices in Web marketing for powersports dealers.

MotorcyclePowersportsNews.com 23

PEAK

Dealership PERFORMANCE

By Mark Rodgers

Mark’s 37 High Voltage Showroom Floor Best Practices

S

tanley Milgram was a Yale professor perhaps best known for his electric shock experiments testing just how far the ordinary person would go when deferring to authority figures. The number 37 comes from the number of participants who delivered the maximum shock, immortalized in the Peter Gabriel song, Milgram’s 37.

I couldn’t resist the parallel. The following are my 37 showroom floor best practices assured to deliver high voltage results to your showroom floor sales efforts. Some might even shock you.

Be able to create and articulate your inimitable marketplace superiority. When the customer goes to several stores before buying, understand that the customer is primarily shopping you. How can you differentiate yourself from others? If you don’t know why I should do business with you, neither will your customer. You need to create your inimitable marketplace superiority. And by the way, statements like “we have great selection, a great facility and terrific staff” don’t cut it.

1.

You sell the bike, first. No exceptions. You don’t go visit F&I to explore interest rates, you don’t go talk to the accessory guys to see if you can make it lower/louder/bluer, you sell the bike, first.

2.

To “accsellerate” your sales, you should sell out of stock (SOS). Do not end your product conversations by saying things like, “… and I think it’s available in blue and red and cosmic orange.” The bike you should sell is the bike you can see.

3.

Understand the power of the present moment. Now is all that matters. Be present with your customers.

If you’re not, things called “micro expressions” give you away. You can’t tell you’re communicating this way, but unconsciously, the customer knows. And what you’re really communicating is that they’re not important enough for your attention.

4.

Adopt the “good deal” mentality. Customers need to be treated well, and you need to be well compensated. Otherwise, the relationship doesn’t work.

5.

When business is not coming to you like “manna from heaven,” there are two areas to increase your activities: prospecting and referrals.

6.

Arrange your showroom floor to 7. help you sell. Leverage your store’s traffic zones. You have a dead spot. Put your fast-moving motorcycles there. You have an active spot. Put slowmoving bikes there. And face the attractive side of the motorcycle to the traffic patterns (hint: it’s the right).

Use two-for questions as an alternative to the awful, “May I help you?” Rather ,“Day off?” “Running errands?” “Lunch break?” “Come far?”

8.

Use an “amazing fact” to start the conversation off right. “Did you know this drive system has the lowest parasitic drag of any manufactured today?”

9.

Step one of any sales progression is to get the person’s name and contact information.

10.

24 November 2012 | Motorcycle & Powersports News

It’s imperative to find out where the customer is in terms of buying cycle. “Are you looking to ride this month?” or “Are you hopeful to be burning gas by Sturgis?”

11.

Today’s customer is better researched than ever before. Find out how well. “Sounds like you know what you’re talking about! May I ask where have you done your research?”

12.

You need product knowledge horsepower. Be able to cite five significant technical aspects of the motorcycle not found in the brochure, and knowledge-wise, you’ll be in the top five percent in the county. Anyone can look in a brochure. Prove how they can be better off by spending time with you!

13.

Do me a favor, involve the customer. “Please do me a favor and throw a leg over this motorcycle.”

Or ,“Do me a favor, tell me what you think about this clutch effort.”

14.

Get great at test rides. Get the back issues of MPN with our test rides articles in them.

15.

Set the stage for referrals up front. “We’re planning on doing such a great job for you that when we’re done, you’re going to want to tell your friends and family about your experience. Fair enough?”

16.

Take your customer’s picture with your camera or phone, then email it to them. It’s a great way to capture their contact information and stay in touch. Plus, you can put in your CRM system and recognize them when they come in again.

17.

Be able to handle the big five objections: no need, no money, no hurry, no desire and no trust.

18.

19.

Be able to answer this question: “Why should I do business with

you?”

And this question: “The guy down the road is cheaper, why should I do business with you?”

20.

Leverage the principle of ingratiation and the rule of three.

“Great question! There are really three reasons you should do business with us.”

21.

Use the ART of communication: Acknowledge the customer’s objection. Respond in a convincing, compelling and conversational way. Then Transition to what’s next.

22.

Don’t let customization questions throw you off track. Answer and then get back to selling the bike. “If you can dream it, we can do it. Here’s what I recommend. First, let’s make sure you’re on the bike that’s right for you.

Then we’ll introduce you to our accessory expert who will make your dreams a reality. Which bike were you looking at?”

Sell the bike, first.

23.

Don’t let financing questions 24. throw you off track. Sell the bike, first. Having no answer here makes them suspicious of you or will have them questioning your competency. Bad answers could legally expose you and the dealership to “unjust enrichment” or “payment packing” claims (see your attorney for details). Good answers position you well and move you back to talking about the bike.

Ask for the permission to move forward with a trial close. “What do you think?”

25.

If the response is affirmative, ask for the business. “Should we write it up?”

26.

Have a strategy for price negotiation. Whether you’re a premium price and premium experience retailer or your approach is “Don’t walk, let’s talk!” you still need an overall strat-

27.

egy for customers who ask for price concessions. (Sometimes it’s best to walk away from business.)

Never give a price concession without getting something in return. Use a quid pro quo. “Ok, we’ll include the freight and set-up, but there’s a quid pro quo. We’ll include the freight and set-up in the selling price, and you agree to bring two of your friends down to the store for a ‘behind the scenes’ tour. We’ll show them around and maybe get you a few new riding buddies. Fair enough?”

28.

Pour cement on the deal imme29. diately. “Congratulations! You’ve just purchased a great motorcycle. Here’s what’s going to happen next …” My favorite way to pour cement on a newly formed decision is to let the customer write their name on the sold tag and then hang it on the motorcycle.

Write up the deal using an effec30. tive tool like a deal worksheet. A credit application isn’t the right tool, here. Purchase orders sell the bike.

Credit applications sell financing.

Overview purchase agreement documents and ask for the customer’s signature. If they are not burning gas that day, require a significant good faith deposit — $50 doesn’t cut it.

31.

Have the customer relax and peruse accessory options for a few moments while you get management approvals. This does not mean leaving your customer unattended for half an hour to reconsider their decisions.

32.

occupation, recreation, motivation) for conversations. Skip the clipboard and 21 personal financial questions. Leave those for the business office.

Don’t deliver motorcycles on Saturday. “We’re delivering bikes this week on Wednesday and Thursday, which night works for you?”

This will minimize your Saturday deliveries by approximately 85 percent. Will you have to do some on Saturday? Sure, but leave some room for walk-in, spontaneous purchasers.

35.

Learn how to rock. Sales and F&I (and really all your departments) should work together like a great rock band. Aerosmith’s Brad Whitford always knows where Joe Perry is going. Because they’ve worked at it and played together so long. It should be like with your sales and F&I crew.

36.

Involve your service department in the final delivery of the motorcycle. It gets the service relationship off on the right foot and gets your sales people out selling more motorcycles.

Get plugged into these 37 best practices and watch your sales power peg the meter. t

37.

An award-winning author, top-rated trainer and founder of Peak Dealership Performance, Mark Rodgers holds a master’s degree in adult education and the National Speakers Association Certified Speaking Professional designation — only 500 people in the world have this coveted recognition. Contact Mark@peakdealershipperformance.com to improve your performance.

Create dealership synergy. Have an off-line conversation with your business manager about strengths, weaknesses, interests and personality types. Just like a volleyball player sets up the ball for their partner to return, you too should set each other up for success.

33.

Practice systematic sales informality. Accidentally, on purpose bump into your customer on the showroom floor. If your business manager meets the customer there, use our “name – frame – same of” introduction and the time tested FORM model (family,

34.

MotorcycleAndPowersportsNews 25

PWC UPDATE Away From Spotlight, Kawasaki Unveils 2013 Jet Ski Models

K

awasaki generated plenty of buzz for its recent new model reveal in New York’s Times Square, but while the manufacturer’s Ninja motorcycles were stealing the spotlight, its Jet Ski watercraft line received surprisingly little fanfare. Perhaps much of the reason for the low-key treatment is the fact that Kawasaki, like its PWC industry competitors Sea-Doo and Yamaha, chose not to introduce anything new for the coming year. Instead, the company chose to stick with a proven line of models carried over from 2012.

Unlike the voluminous choice of models from its aforementioned competition, that lineup for Kawasaki is simple and straightforward. It consists of four models, three of which are based on the brand’s successful Ultra platform. The fourth, the longstanding STX-15F, remains the brand’s entry-level offering.

Kawasaki’s last truly “big” Jet Ski introduction was for the Ultra 300X in 2011, and that craft remains the basis of two marquee boats in ’13. Its primary selling points center around the craft’s industry-leading 300 horsepower and a hull that has been proven in open-ocean racing. The 1,498cc engine features a Roots-style supercharger that promises to generate steady power throughout the powerband, rather than produce that power in waves. In 2011, the ski also got some of the features its competitors formerly held over its head. Cruise control, no-wake mode and a better reverse operation were all introduced. They remain the craft’s hallmarks.

The same basic platform is at the core of the Ultra 300LX. A touring-oriented model, the LX adds a cruiser-type seat to the 300, with a stepped profile that offers passengers comfortable support and a

clearer, less-obstructed view forward. It also includes a cutout in the craft’s handlebar pad built to accommodate a handheld GPS. The combination of a more fuel-efficient engine and the Ultra’s already class-leading capacities make the boat a good match for the touring crowd. Fuel capacity is 20 gallons, while storage capacity is listed at nearly 60 gallons. Both are industry-leading statistics.

A nearly identical package, with the exception of the engine supercharger and intercooler, is found in the Ultra LX. The deletion of the supercharger obviously lowers the horsepower, but also means the engine won’t burn fuel at such an aggressive rate. It also arguably makes the boat a tamer choice for towsports, where participants may not care for the supercharged engine’s hair-trigger performance.

Kawasaki rounds out the line with the familiar STX-15F. Once the brand’s flagship model, it now returns once again as the introductory choice, although the craft does hold a horsepower edge over similar models from Sea-Doo and Yamaha. Its engine is estimated to produce about 160 hp.

Actual physical changes for 2013 are mostly limited to graphics and colors. The 300X is the only model offered in two color choices, an ebony/lime green combo and an

26 November 2012 | Motorcycle & Powersports News

ebony/metallic white with minimal yellow accents. The 300LX is offered in a metallic titanium, a luxury-car look that should appeal to the boat’s target audience.

White and silver are reserved for both the Ultra LX and STX-15F. The lone remaining change is in price.

Manufacturer MSRPs have increased $200300 across the board on all four 2013 models. Some interesting deals, however, are available through the Kawasaki “Escape the Ordinary” Sales Event. Model year 2010 STX-15Fs are currently listed at $8,999 with 5.95 percent financing, while zero percent financing is offered on ’11 and ’12 versions retailing at $9,199 and $9,499 respectively, and 3.95 percent financing on the 2013 version at $9,699.

Model year 2010, 2011, 2012 and 2013 Ultra 300X, Ultra LX and Ultra 300LX models are also being offered at similar savings, with $600 customer incentives being offered on many of the prior model year boats. Individual deals can be found at www.kawasaki.com/currentdeals. t

DESTINATION

Dealership

By Margie Siegal

BMW Motorcycles of San Francisco

Internet Savvy & City Centered

O

wners Steve and Eric Wight are justifiably proud of their dealership.

BMW Motorcycles of San Francisco is not only popular with customers in the San Francisco Bay Area, but it was also named a BMW Dealer of Excellence for 2011, and it gets very high marks from online consumer ratings services. Not bad for only four years of ownership! But none of this would have happened if it weren’t for the Mini Cooper.

BMW motorcycles have been sold in San Francisco for many years. Most recently, the franchise was owned by the same organization that sells BMW automobiles in San Francisco, and the BMW motorcycle dealership was housed in the same facility as the car dealership. Although there was some crossover from the car section to the motorcycle section of the dealership, the arrangement was never the best fit. When sales of Mini Coopers heated up, the car franchise made the decision to spin off the motorcycle franchise.

Steve Wight and his son, Eric, bought the BMW motorcycle franchise in 2008 after spending more than a year locating and renovating a facility to house it. San Francisco is not the easiest city to get around. Believing that a location with easy access to major freeways was key to attracting customers from outside the city limits, they chose a location on the corner of Sixth and Bryant that met that requirement while remaining close to the city center.

However, sometimes the best-laid plans go a bit astray. Eric Wight explains, “Our location was chosen for its easy access to both the East Bay and the peninsula, south of the city, where we believed that most of our customers would come from. Then the BMW dealer in Marin closed, and we started getting customers

28 November 2012 | Motorcycle & Powersports News

from the North Bay, which is difficult to get to from where we are. Thankfully, many of our North Bay customers are willing to battle traffic to get to us.”

Selling motorcycles in a big city such as San Francisco can be a bit different than selling bikes in a rural area. Eric ticks off what he considers the “challenges” and “advantages” of doing business in a metropolitan area. The store’s success is due to their ability to use the advantages to help overcome the challenges.

“One major challenge is that we don’t have any excess space. We don’t have a parking lot. People come from out of the area, expect a lot, and are a little discon-

certed when all they find is street parking.

Another is the cost of living in San Francisco. The pay scale for our employees has to reflect what it costs to live here. We have to balance covering our costs with a labor rate that is competitive for the area.

“We do have a lot of advantages, being based here in downtown San Francisco, and one of them is the availability of mass transit. Due to the significant costs of managing and maintaining a fleet of loaner motorcycles, we don’t offer service loaners, but our customers who leave their bikes are not stranded — they can get home on the bus or Cal Trans [passenger railway] or BART [subway].”

The San Francisco Bay area has yearround riding on challenging roads for the sport rider. Motorcycles are a recognized mode of transport, and many people commute on their bikes. “It’s a motorcycle friendly environment, for the most part,” Eric continues. “Unfortunately, the city of San Francisco has increased charges for motorcycle parking downtown in the last

few years, which has discouraged some commuters from riding motorcycles. There is a lot of motorcycle and BMW-specific awareness, which helps. Another challenge for us is the increased level of business regulation in the city, but in general, city agencies are willing to work with us.

Once we establish communication, San Francisco tries to be helpful.”

One very significant advantage noted

by Eric is the high level of Internet sophistication in his locality. One important item that was acquired with the motorcycle franchise was the domain name for the business: www.bmwmotorcycle.com. This Web address helps the dealership attract a large online audience and as Eric explains, “We try to leverage our natural visibility.”

Since many motorcyclists in the Bay Area are Internet-savvy, Eric can spend a minimal amount of money on conventional advertising. “We tried doing ads in local lifestyle publications, but gave it up.” he says. Instead, BMW of San Francisco focuses its time and energy on improving the easy to browse website and monitoring online consumer rating services, such as Yelp.

“With positive reviews, we try to identify what worked so that we can encourage and promote similar experiences for future customers,” says Eric. “Of course, different people want different things, which is why we always try to be sensitive to what our customers want. When appropriate, we follow up on negative reviews from customers to correct any outstanding issues.

In the service department, we have structural requirements that prevent us from always offering the least expensive labor rate, but we believe we can provide a con-

sistently positive repair experience. Our goal is to provide a professional service, and to achieve that goal we make sure that delivering on promises is a number one priority.”

The store’s website also helps conserve their limited brick and mortar space. New motorcycles can be stored elsewhere and displayed on the website. A full line of Wunderlich motorcycle accessories are available for purchase from an associated website, while the store’s primary e-commerce site offers online shopping for products by BMW, Touratech, Kriega and other aftermarket suppliers.

One last advantage has been the close proximity to the San Francisco City College motorcycle repair course, which has had unexpected benefits for the dealership. “We were putting together a day focused on women riders, and found that City College had a motorcycle repair course, with a woman instructor. Since then, we have referred a lot of our customers who want to learn to wrench there.

We find that people who take the course have more enthusiasm for riding, and a greater appreciation for what our mechanics do on a daily basis.”

Eric is looking forward to a new year of no surprises and incremental growth. “We are always looking for ways to lean costs, but I don’t want to replace people — I am looking for creative ways to use technology to make people more efficient. We had good growth in 2011, and incremental growth in 2012. I expect 2013 to be more of the same. Even with a slow economic recovery, we expect to be here for the long run and are planning our business accordingly.” t MotorcyclePowersportsNews.com 29

SCHUBERTH, SUPERIOR BY German Head Protection Technology Company Builds

30 November 2012 | Motorcycle & Powersports News

A

lready top of mind with BMW riders around the world, Schuberth GmbH has been making helmets for more than 70 years. However, it still remains a pleasant surprise for many riders in the U.S. who have recently “discovered” the brand. With the advent of a topflight new S2 full face helmet and some of the best communicationenabled equipment in the world, look for more brand recognition coming soon … a LOT more!

The German manufacturer brought in powersports industry veteran Randy Northrup to work with Belgian businessman Marcel Lejeune back in 2010, and in two short years, the brand has really branched out. “Starting from ground zero, we have developed a sales team, created a thriving dealer network and initiated a robust marketing campaign,” explains Schuberth North America VP Randy Northrup. As head of Schuberth North America, the former No Fear, Icon and Scorpion exec has had his work cut out for him, but he says the product’s quality speaks for itself.

“Schuberth is not just another helmet company,” emphasizes Northrup. “We are a ‘Head Protection Technology’ company.” In fact, Schuberth engineers superior head protection solutions for fields ranging from firefighting and riot control to auto racing and the motorcycle market. “From the beginning, the corporate philosophy has always been to be innovators rather than followers and to produce top quality products.”

This philosophy works, since Schuberth is the choice of leading law enforcement agencies around the world and is Scuderia Ferrari’s exclusive development partner on the automotive side. Since the original Aero 1, Schuberth’s first motorcycle helmet, was introduced in 1954, an impressive number of powersports industry firsts have stemmed from the Magdeburgbased manufacturer, including the first composite helmet (1976), the first helmet with an integrated internal sunvisor (1984), the first flipup helmet (1994) and the first fully integrated

Schuberth North America VP Randy Northrup

DESIGN North American Dealer Network

By Robin Hartfiel MotorcyclePowersportsNews.com 31

Bluetooth-based communications system (2010), among others.

In 2008, the C3 came out, winning awards around the world as the lightest, quietest, most compact flip-up on the market, while in 2011, Schuberth unveiled the SR1 “Sport Racing” model, touted as the lightest (1390 grams) helmet to pass ECE/DOT testing and still meet most roadracing organizations’ standards.

“The latest Schuberth products to make headlines are our S2 full face helmet and the integrated antennae for the SRC

32 November 2012 | Motorcycle & Powersports News

communications system. Like I said, Schuberth is an innovator, not a ‘me too’ helmet company trying to make a name for itself,” says Northrup. “We are so confident in the quality of our products that Schuberth offers a full five-year warranty, backed by a three-year service program.”

These special customer service programs apply to any new DOT/ECE-compliant C3/C3W, S2 and SR1 helmets purchased in North America (Canada and Mexico count, too).

“Our three-year service program pro-

vides customers with a free inspection and adjustment service on a pre-registered C3, C3W, S2 and SR1 helmet within three years of purchase,” Northrup adds. Customers simply present their email registration and original proof of purchase when bringing a helmet in for service at an authorized Schuberth Service Center. If damage or wear is noticed during inspection, retail customers are advised of any parts that should be replaced.

As F1 champ/motorcycle racer Michael Schumacher said when he was assisting in the design of Schuberth’s SR1 racing helmet: “We want to make the best helmets in the world for the best riders in the world.” Pretty tall order, but the resulting helmet has exceeded all expectations!

Celebrating its second successful year in North America, Schuberth continues at the top of its game with the release of its crowning achievement, the SR1 “Sport Racing” helmet. “Response to our awardwinning C3 flip-up helmet was way beyond expectation, but we have also had demand for a full face,” Northrup explains.

“We listened to our customers and our dealers and are proud to offer our premium full face helmet that sets a new standard in the application of aerodynamics and aeroacoustics in helmet technology.”

Northrup has to use terms like “aeroacoustics” and “turbolators” in order to describe some of the German helmet company’s ingenious design elements.

What are aeroacoustics? It seems that Schuberth GmbH is the only helmet company in the world to utilize both a wind tunnel and an acoustic chamber as key components of their R&D process. The result is a helmet where only 88 dB reaches the rider’s ear at 60 mph!

Technical skill, superior engineering and precision are at the root of Schuberth’s success, claims Northrup. “Every Schuberth helmet is individually crafted rather than cranked out on an automated assembly line.” For example, the new SR1 takes a full week to be assembled from the raw fiberglass matting to the finished product, by a team of 35 highly skilled technicians.

“Made in Germany” really means something, notes Northrup. “German quality standards in helmet production are … and will remain … the key to Schuberth’s success.” Given their global push, Schuberth helmets are now exported to 55 countries, but North America remains

a key target. “We have room for a few good dealers,” Randy readily admits. Already a hit with BMW dealers, Northrup notes, “we’re expanding into Ducati stores. We added Newport Ducati earlier this year and they have been having great success.”

Harley dealers have also found the Schuberth technology works well for some of their customers. “We have seen a great deal of interest and sales to the Harley touring rider looking to get a ‘real’ helmet … not some novelty beanie with

a H-D logo slapped on it.” In fact, Northrup was headed out to pick up a couple of Harleys to use for future ads right after this interview.

“The factory will always remain totally committed to quality and innovation, and I am personally committed to bringing the helmets to the best dealers in North America.” If you have what it takes to deal with the best of the best in the North American marketplace, Northrup wants you. Learn more at www.schuberthnorthamerica.com. t

MotorcyclePowersportsNews.com 33

Team Winnebagoland’s

Erin Eake & Karra Marg I

n 2012, the team at Western Power Sports has joined Dealership Superstar program founders MPN and Peak Dealership Performance in recognizing dealership employees who show innovation in their field, great compassion for their dealership and its customers, and remarkable salesmanship.

As in years past, a panel of judges narrowed the entries down to five finalists, but this year’s nominations offered up a bit of a twist. Tom Van Zeeland of Team Winnebagoland in Oshkosh, Wis., nominated a duo of his employees for the prize. “After reading about the Dealership Superstar competition and recalling the article of the previous winner, I felt that as general manager at Team Winnebagoland, I could not help but feel that I have a staff full of Superstars,” wrote Van Zeeland in his nomination. “I cannot separate either one of my nominees, so I must nominate both of them as a pair. Having Erin Eake and Karra Marg on my staff makes my job easy.”

His nomination of the team resonated with the voters, and Erin and Karra won this year’s competition by a landslide, receiving 1,412 of the total 2,099 votes cast.

You can read the full nomination as well as profiles of our other Dealership Superstar finalists at www.motorcyclepowersportsnews.com.

On the following pages, we’ve asked both of our winners to share what being named 2012 Dealership Superstar means to them.

34 November 2012 | Motorcycle & Powersports News

I’m the “face” of the dealership, because I’m the first person they see. Being upbeat and smiling all the time puts them in a good mood, even if they just blew the engine in their machine! Honestly, for us to win is an awesome feeling and knowing that without our customers voting for us, we would not be here today.

Karra Marg

Why do you think Tom nominated you?

A. First, I would like to thank Tom for nominating us even with all the crap he has to put up with us “girls.” Between Erin and me, we work really hard at our job.

It doesn’t matter if it is the job that nobody wants to do, we do it with enthusiasm and show that if you put your mind to it, it can be done. We are also the cheerleaders of the store. If we are slow or have a contest, we are both egging on everyone to compete and try their hardest. Lastly, without our customers, there would be no Team Winnebagoland. We have a different approach when it comes to our customers, because we are girls and can relate differently than the guys. I can’t count how many times

Q.

What does it mean to you to win?

A. For Erin and me to win means our customers are awesome! Without them, we would not be here! Being nominated was a shock as we didn’t even know our boss, Tom Van Zeeland, had nominated us until we became a finalist and he came up and showed us the email. Even better was when he found out we won. That was awesome news for a Monday! Working in this profession for six years and loving every minute of it, you don’t realize how you affect the customers who come in to Team Winnebagoland. I am at the front desk, and

Q.

36 November 2012 | Motorcycle & Powersports News

a customer comes in asking for Erin or me because they have so much fun working with us.

Can you tell a specific customer service story in detail that shows why you’ve earned the title of Dealership Superstar?

A. I honestly can’t recall one story that stands out more then others, but it is a combined effort that is put forth to get the customers taken care of no matter what. I remember numerous accounts of running parts to customers’ houses after hours because they can’t make it in, or they are leaving for a trip before we open. My favorite is when a new rider comes in, and you get to share their enthusiasm and excitement of getting a new machine. It is my job to make sure they have all the proper riding gear and to help make the machine unique to their personality. There is something about engaging with them to learn about what their favorite things are that make them who they are. Then, being able to find a helmet, jacket and anything else they might need that describes them on the inside and lets it show through their gear and acces-

Q.

sories is a great feeling. So, whether it be cruisin’ the street with their friends or finding the biggest mud hole with their family, they can show their personality.

Erin Eake

loyal customers, friends and family that voted for us. Without them, we wouldn’t be here or in the industry we love so much. We would answer the phone and people we didn’t even personally know would tell us how they voted for us or come in the store telling us how their reminder comes up every day to vote! The support was truly humbling.

Why do you think that Tom nominated you?

A. Tom’s nomination was completely unknown to Karra and myself until we were named one of the top five finalists.

He’s not the type of boss to blow smoke up your butt to fill your ego, so when he does compliment you, it’s usually a complete surprise. Tom really truly values us in his department because of all the great feedback he gets from our customers. He stands behind us with new ideas for the store and helps us make them a complete success.

Q.

What does it mean for you to win?

A. First off, I just want to say it was not only a surprise to be nominated, but to win is just a compliment from all our

Q.

Q.

Can you tell a specific customer service story in detail that shows why you’ve earned the title of Dealership Superstar?

A. When I started at Team, I was as green as green could be. I had never been involved in this industry before. I knew how to talk to people, find out what they were looking for, and it was a learning process not only for me, but also my customers. The first fall I started, we had an open house.

This family came in on a Thursday night with their 4-year-old daughter and 1-and-a-halfyear-old son, trying to find snow apparel for the family. The little girl was attached to me at the hip. While Mom and Dad were trying on jackets, we were playing with balloons, counting pumpkins around the store, giving her parents time and space to try a few things I suggested. Little did I know that this family would become customers for life.

Every year they stop back to update gear or buy parts for the sleds or motorcycle. When they do stop in, it is a family affair because everyone wants to come in and tell me what is going on with the latest game, dance performance or how school is going. It has been a complete pleasure knowing that I have taken care of this family looking back over the last seven years. It’s hard for me to show how I’m a Superstar, because to me I feel like I’m just doing my job.

MotorcyclePowersportsNews.com 37

Erin on Karra Why does she deserve to be the

Q. Dealership Superstar?

A. Karra loves the industry and values her customers as much as I do. Our store is non-commissioned based, but she still treats every customer as they are a No. 1 client. Her great attitude and smile really sets the tone for the whole store!

What are her strengths?

A. Karra is always eager for new challenges,and always strives to give friendly service to give customers complete customer satisfaction!

Q.

Tell a specific story where you

Q. saw her acting as a Superstar in the dealership?

A. Not only does Karra give great customer service, but she is an overall team player. As a store, we have started with a monthly event/promo each month. Karra

is always trying to come up with new ways to help implement our sales process with parts. One month, she took the initiative to set up a customer reward for our spotlight units that particular month, and it went off without a hitch!

Why do you like working with

Q. her?

A. At Team Winnebagoland, I’m known for coming up with different rides and promotions going on in our store. She’s usually the first one that I start bouncing my ideas off of. She helps me think of ways to make it work, gain team support and the first one to jump on board with me. If either one of us is having a bad day, we lean on each other to remind ourselves, “In retail, you’re not allowed to have a bad day. We need to give our customers the greatest show on Earth!”

38 November 2012 | Motorcycle & Powersports News

Karra on Erin Why does she deserve to be the

Q. Dealership Superstar?

A. Erin works very hard at her job, constantly proving why the dealership needs females to work here. She can relate to the female customers that come in that are intimidated by all the testosterone surrounding them. She puts on promotions for our customers, which include weekly rides, Christmas in July and even an annual women’s ride. Erin has an upbeat personality that can put anyone in a good mood.

What are her strengths?

A. Erin’s self-confidence and efforts show through every day. Whether she is working with customers on product knowledge or introducing a new promotion to the higher ups, she does it with confidence. She puts forth effort with enthusiasm at everything she does, from the simplest task of taking out the mail to

Q.

helping a new customer learn how to drive with a clutch on a new machine.

Tell a specific story where you

Q. saw her acting as a Superstar in the dealership?

A. Erin is always looking for ways to incorporate women in the world of riding, and one year she put on a “Women’s Week.” She planned everything from the goody bags to the seminars. It is something that everyone has talked about, and it was great getting so many women from the community to be involved. She worked her butt off to make sure everything was perfect and when the week came, she was prepared and the Superstar of the show!

Why do you like working with

Q. her?

A. As everyone puts it here, I am Erin’s little sister. We bounce ideas off each

other and make them better. Customers get us confused, so we are known as the “blonde” or “brunette” that works there, which works for us! We like to gang up on the guys in contests that we have and normally one of us comes out on top. We have fun picking out the new trends and products for the upcoming year, and setting up the floor with new displays and designs as the seasons change. t

MotorcyclePowersportsNews.com 39

Instead of candy canes and sugarplums, MPN is putting a slew of apparel and accessories under your tree. Whether your customers need that perfect gift or some simple stocking stuffers, we’ve got everything you need to help your patrons and their loved ones play Santa this holiday season.

SM10 Stereo Transmitter Sena The SM10 is a dual stream Bluetooth stereo transmitter that allows motorcycle riders to connect audio devices such as mobile phones or MP3 players so that both the rider and passenger may listen to the same source at the same time. It also supports onboard audio systems of specific brands by using optional audio cables. The SM10 has an aux audio input that enables the rider to connect additional non-Bluetooth audio devices such as a radar/laser detector or a GPS navigator. It comes with a holder so the unit can be attached to handlebars, or can be placed in a rider’s pocket. It retails for $149.

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For More Info: www.senabluetooth.com

Exhaust Sealing Tape Helix Racing Products This woven silica tape has been tested to withstand sustained operating temperatures of 1,800 degrees Fahrenheit. It’s designed to seal exhaust joints on the muffler when repacking or where the muffler attaches to the header pipe. This thin tape effectively seals the exhaust system against vapor and engine residue leaks at couplings. There are two pieces of 8-inch tape per package. The MSRP is $15.50.

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For More Info: www.helixracingproducts.com

Motorcycle Octane Boost AMSOIL The new AMSOIL Motorcycle Octane Boost is a fuel additive formulated to increase octane levels in fuel for more powerful and efficient engine operation. It also cleans combustion chamber deposits for increased performance at startup, helping to eliminate engine ping or knock and providing more power at low RPM acceleration. This product typically responds better in lower octane fuel and in fuel that contains ethanol. AMSOIL Motorcycle Octane Boost is primarily formulated for use in four-stroke air or liquid cooled motorcycles manufactured by Harley-Davidson, Yamaha, Honda, Ducati, BMW, Triumph and all other four-stroke applications. This street legal formulation meets the requirements for registration with the Environmental Protection Agency.

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For More Info: www.amsoil.com

40 November 2012 | Motorcycle & Powersports News

Cycle Wash Original Bike Spirits Cycle Wash is formulated to easily clean motorcycles or ATVs in minutes. The fast-acting foam quickly attacks grease, oil, dirt, bugs and other contaminants with little to no scrubbing. Simply spray on, wipe off and rinse. This product is safe to use on paint, chrome, powdercoat, plexiglass, plastic, rubber and alloys.

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For More Info: www.originalbikespirits.com

Lifestyle Clothing Bel-Ray All of the pieces in this new line feature the authentic Bel-Ray design with a vintage look and feel.

The company offers thermals, tees and pit shirts for both men and women, as well as children’s and junior’s apparel.

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For More Info: www.belray.com/lifestyle

Valor Neck Brace FLY Racing This CE-certified neck brace features four-way adjustability for great comfort and fit. A new lower front section provides improved helmet clearance for looking down and sideways, while the engineered collarbone cutout helps keep your rider’s helmet and brace away from their fragile collarbone. This product comes in four color combinations and sizes small/medium or large/extra-large. It retails at $359.95.

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For More Info: www.flyracing.com

Chemical Line for Powersports Pit Posse This full line of products includes no-fling Chain Lube, Air Filter Cleaner, Air Filter Oil, Oil Filter Cleaner, Carb Cleaner, Parts Cleaner and Body Renew. Each product retails for less than $10, so your rider can keep their bike in top shape without breaking bank.

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For More Info: www.pitposse.com

42 November 2012 | Motorcycle & Powersports News

Speedmaster 2.0

Filter/Cooler for Harley-Davidsons Perf-form Products The new Perf-form Filter/Cooler is designed to stay attached to the engine, making filter changes a quick and easy task. Instead of oil running down the front of the engine after removing a stock filter, the new Perfform HD-C2 drains the filter oil out the end of the unit located by the left floorboard or foot peg where it is easily routed to a drain pan. Just remove the canister end cap, slide out the old filter element, slide in a new one and replace the cap. This product is CNC machined from billet 6061 T-6 aluminum with U.S.made seals and a 5-micron filter element.

Joe Rocket The Speedmaster 2.0 back protector achieves maximum protection without sacrificing the rider’s natural flexion or extension for maximum mobility and comfort.

It’s made of an articulated system of polymeric-infused, high density sculpted shell backed by comfortable, medium density impact-absorbing foam padding, resulting in C.E.’s highest “level 2” rating.

High velocity honeycomb mesh provides maximum heat and humidity dissipation. A slim sculpture design minimizes weight, and a dual pivot shoulder harness offers flexibility. Twin extra-wide hook-and-loop closures ensure security.

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For More Info: www.joerocket.com

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For More Info: www.perf-form.com

Dakota Waterproof Glove Power Trip Expand your season without sacrificing the comfort and security of a premium drumdyed all-leather chassis. Waterproofing comes in the form of a Drytech mid-liner with added Thermolite insulation for warmth. Comfort is further enhanced with a vibration-reducing gel palm, expansion gussets at each knuckle and a large articulated panel at the upper knuckles for maximum mobility.

There’s even an integrated rain wiper on the thumb to help clear the shield. A large hook and loop closure with an adjustable wrist strap keeps everything secure. This black glove comes in both men’s and women’s sizes and retails at $69.99.

Manta XL Tank Bag Joe Rocket The Manta XL offers an array of features specifically designed to keep your rider’s gear organized and safe from the elements. Protection against the outdoors starts with a wind- and water-resistant RockTex chassis backed by an included 100 percent waterproof rain cover, while a “swept wing” magnetic mount design, with an integrated belt buckle guard, keeps everything secure. In addition to the generous internal storage, the Manta XL also includes a quick access external storage pocket, quick-view smartphone pocket and integrated audio port. Other details include a convenient removable shoulder strap and ample reflective striping. This bag measures 15-by-8-by4.5 inches and retails at $84.99.

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For More Info: www.joerocket.com

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For More Info: www.power-trip.com MotorcyclePowersportsNews.com 43

Spicy Rider

Echo Plug & Go

Biker Essentials This cast motorcycle features removable salt and pepper shakers in the saddlebags. It measures almost 8 inches in length and retails at $14.99.

Vega The Echo Plug & Go is a convenient handlebarmounted mobile device holder and charger. Designed to accommodate a variety of handheld electronics up to 4.25 inches wide or tall, the Plug & Go securely holds in place your phone, GPS or MP3 player while charging it at the same time.

The system keeps your device safe with an internal resistor for surge protection and a waterproof charger. The mounting clamp fits most bikes and adjusts to different size handlebars from 7/8 to 1.25 inches in diameter. The connector to the bike battery post is included. Echo Plug & Go comes with iPhone mini-USB and 3.5-millimeter round charging tips. The MSRP is $64.99.

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For More Info: www.bikeressentials.com

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For More Info: www.vegahelmet.com

Boondock L.E.D. Light Bars FreyMoto These off-road light bars feature custom mounting bracket systems for ATVs, dirt bikes, snowmobiles and UTVs. The dirt bike/ATV mounting bracket system is an innovative design that creates at least 100 different mounting positions to fit any handle bar.

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For More Info: www.freymoto.com

44 November 2012 | Motorcycle & Powersports News

CB2-P Crampbuster The CrampBuster is the simplest cruise control out there. It wraps around the twist grip, allowing riders to maintain throttle with the palm of their hand. This permits the relaxation of otherwise tensed forearm and wrist muscles. Made of a durable polymer, this device is installed in a few seconds with no tools, and comes in standard 1-1/8 inch and oversized 15/16 inch versions for cruisers with narrow and wide paddle styles to suite various needs. The price of this product is $11.

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For More Info: www.crampbuster.com

Leather Therapy T-Shirt Leather Therapy This T-shirt was designed to promote the brand and emphasize the company’s American-made leather products. It comes in unisex sizes.

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For More Info: www.leathertherapy.com

Biker Bull Motorsports Sampler Leather Therapy Each Leather Therapy sampler pack contains one 2 oz. plastic bottle of restorer, wash, finish and water repellant, all topped with a tack sponge and brochure.

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For More Info: www.leathertherapy.com

RF-1100 Shoei The RF-1100 is the latest release from Shoei as part of its 2013 lineup. Features include a quick-release self adjusting base plate system, CW-1 shield, shell-integrated spoiler, variable ventilation system, dual-layer EPS liner, breath guard and chin curtain. The AMI+ shell construction is lightweight yet strong and Snell M2010-approved.

This helmet comes in five shell sizes with a five-year warranty and retails at $551.99.

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For More Info: www.shoei-helmets.com

Sun Top Canvas Roof DragonFire DragonFire's new line of SunTop canvas roofs are designed with the Polaris UTV owner in mind. Available in both "shorty" and full-length models for the RZR 4, the roof features a strong yet lightweight canvas material that's double-stitched for increased durability. Multiple mounting points, and a rubber-coated steel band clamp with supporting Velcro straps prevent the roof from flapping and ballooning while riders are on the road. With three color options to choose from, the MSRPs are $115.99 (shorty) and $149.99 (full-length).

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For More Info: www.dragonfireracing.com

46 November 2012 | Motorcycle & Powersports News

RPHA X Series HJC Helmets The RPHA X Series from HJC Helmets offers a strong yet lightweight and aerodynamic performance shell. Fifteen vents promote maximum airflow, while a double-layer liner helps keep your rider cool. Other features include a large eye port and a self-cooling, moisture-wicking, antibacterial interior.

These DOT- and Snell-approved helmets are race-tested and developed alongside AMA pro supercross and motocross competition. The RPHA X series is offered in three shell sizes and comes with a five-year limited warranty.

Cascade Snowmobile Jacket Cortech This jacket features a 600-denier Carbolex outer shell and a 1,680-denier ballistic overlay in the shoulders and elbows. A removable neck gaiter seals the neck area from wind and cold. Other features include a fleece-lined collar, Aqua Barrier fleece under the helmet hood, a 100 percent waterproof and breathable membrane, Phoslite reflective material and an insulated zip-out liner with snow cuffs at the wrists. This jacket is available in a variety of colors for $179.99.

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For More Info: www.hjchelmets.com

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For More Info: www.helmethouse.com

MotorcyclePowersportsNews.com 47

MarketPlace

Find out more about the classified advertisers in this issue

Cash For Slow Moving & Obsolete Inventory!

Yamaha, Honda, Suzuki, Kawasaki parts bulk lots.

Also buying aftermarket accessories bulk lots!

What do you have to offer?

Speed and Sport Inc. www.speedandsportinc.com yamaron@ptd.net 570-784-6831 Fax 570-784-6835 48 November 2012 | Motorcycle & Powersports News

Ad Index FREE ONLINE RESOURCE CENTER Find out more about advertisers in this issue online at

www.motorcyclepowersportsnews.com/resourcecenter

online at www.motorcyclepowersportsnews.com/resourcecenter.

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Allwin Powersports Corp .............38 Amrep Inc ....................................21 Amsoil Inc ....................................15

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Automatic Distributors ........Cover 3 Bel-Ray Co. Inc. ...........................35

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Continental Tire ...........................33 Freymoto Industries ....................13 Helix Company, The .....................47

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K&L Supply Co. ..............................3 KK Motorcycle Supply ..................39 Leather Therapy ..........................21 MBA Insurance.............................37

MTA Distributing ..........................23 nizeX, Incorporated......................38 Parts District ...............................36

Perf-form Products .....................47 Pit Posse Motorsports .................32

Service Manager Pro ...................20 Short Block Technologies ............27

Sudco International Corp..................................Cover 4 Sullivan's Inc. .........................17, 41

Vee Rubber America ....................11 Western Power Sports Inc.................Cover 2, 7, 45

XY Powersports .............................5

MotorcyclePowersportsNews.com 49

LifeAHEAD

Congratulations Dean!

T

o celebrate the retirement of long-time MPN associate publisher Dean Kelly, we’ve reached out to a few friends to get their take on our dear friend. There’s not enough space to share all the well wishes here!

If you’d like to wish Dean well as he rides into his next adventure, drop him at line at dkelly@babcox.com.

“Aside from the words of wisdom about the industry Dean always seems to have to share with us ‘younger’ folks, Dean without trying, and certainly without knowing, has also shown me as well as many others how to sit back and look at what’s going on before reacting, how to relax and not take ourselves too seriously, how to enjoy what is right in front of us that we may sometimes have overlooked. Dean is a rare breed of individual that if and when you are lucky enough to meet, they will leave a lasting impression that you will carry with you the rest of your life. I will miss seeing Dean on the road, but he better keep up with the Friday Funnies!”

— Jeff Wells, SuperTrapp Industries

“Dean’s one of the most honest and sincere people I know. He’s always happy, always smiling, always has a positive outlook on every subject, and always eager to help out. He’s a wealth of knowledge on the motorcycle industry and his many years of dealer and media experience allows him to see issues from multiple angles. Dean is a true motorcyclist with many, many years of riding experience and a true enthusiast who loves anything on two wheels. I’ve had the pleasure of knowing Dean for about 12-plus years and have been privileged enough to ride with him on more than one occasion. Dean will often tell you, with a twinkle in his eye, ‘we’ll take it easy on this ride.’ A few miles later as you look down at your speedo, you’ll notice that you’re doing well over legal speed and when you look up again you’ll notice Dean’s tail light getting smaller and smaller.” – Greg Reich, Continental Tire

“Oh, no, say it ain’t so! I’ve had the pleasure of working with Mr. Kelly for decades and he will be sorely missed indeed. Yes, he deserves to retire and enjoy much more time riding but what will the rest of us do without our weekly email smiles from the ‘Dean’ of Friday Funnies?” — Marilyn Simmons, Mustang Motorcycle Seats

50 November 2012 | Motorcycle & Powersports News

“Dean’s many contributions, not only to MPN Magazine but also to the industry in general over many years, are countless and are appreciated. As a publishing company, we have been fortunate to have someone so fully dedicated to our publication from a business perspective. Dean’s personal admiration for the motorcycle industry has also been a plus, as his overall passion for both the people and the products in this market was evident in everything he did.”

— Greg Cira, Motorcycle & Powersports News

Dean aka "Skippy" rides with "The Freeloaders" in southern Illinois. Thanks to Greg Reich at left for these great snapshots!