Revista Dealer Ed44 Inglês

44 September 2013

National Federation of Automotive Vehicles Distribution Special Publication

23 hitsFenabrave Congress record of public in São Paulo rd

More than 3.5 thousand people gathered at the Expo Center Norte, in São Paulo, for the 23rd Fenabrave Congress, was a true show of representativeness, strength and union of the Automotive Distribution Industry in Brazil. The largest event of the industry in Latin America established itself as the major gathering of Dealers, leaderships and industry partners in search of + knowledge, which should generate + results and, mainly, + cash!

ExpoFenabrave 2013

There were more than 100 companies exhibiting products and services targeted at Dealers of all segments in more than 16,000 m2 of area of the Blue Pavilion of Expo Center Norte.

For the sixth consecutive year, Banco Itaú was the Master Sponsor of the events.

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Bimonthly publication of Fenabrave - National Federation of Automotive Vehicles Distribution.

Year 7 – Issue 44 – September 2013 Board Chairman of Deliberative Council and Board Flavio Antonio Meneghetti President Alarico Assumpção Jr. Vice Presidents Antonio Figueiredo Netto, Edson Luchini, Elias dos Santos Monteiro, José Alberto Gisondi, Mário Sérgio Moreira Franco, Mauricio de Souza Queiroz, Paulo de Tarso Costa Beber, and Paulo Matias “Ad-hoc” Vice Presidents Gláucio José Geara, José Carneiro de Carvalho Neto, Octávio Leite Vallejo, Melchior Luiz Duarte de Abreu and Luiz Romero C. Farias Ex Officio (Former Presidents) Alencar Burti, Sergio Antonio Reze, and Waldemar Verdi Jr. Editorial Board Flavio Meneghetti, Alarico Assumpção Jr., Paulo Engler, Marcelo Ciardi, Valdner Papa, Rita Mazzuchini Editorial and Production MCE – Mazzuchini Comunicação e Eventos R. Frei Rolim, 59 – CEP 04151-000 – São Paulo, SP Phones: (11) 2577-6533 / 5582-0049 E-mail: rita@mcepress.com.br Editor and Journalist in Charge Rita Mazzuchini (Mtb 22128)

Editorials 4 See the full texts of the addresses delivered by: Alarico Assumpção Júnior – Executive President of Fenabrave and Coordinator of the 23rd Fenabrave Congress and ExpoFenabrave.

Flávio Meneghetti - Chairman of Deliberative Council and Officer of Fenabrave.

Opening 10 The presence of authorities, striking pronouncements, tributes to Renato Ferrari and Wolfgang Sauer, and the awarding “The Most Desired Make” were highlights of the Official Opening Ceremony of the 23rd Fenabrave Congress. The event also counted with performances by singer Paula Lima and Fratelli Group. Then the audience was enchanted with the talk show conducted by the Journalist Fátima Turci with the Consultant and Business guru Vicente Falconi. Also in this column, follow the special dinners and strong presence of foreign delegations and national press at the event.

Thematic Programming Workshops, Seminars, Roundtables and Key Speeches directed to all automotive segments set the success of the 23rd Fenabrave Congress.

Domestic and foreign specialists presented, during three days, industry trends, and especially how the Chains can enhance the profitability of their businesses. Check out the full coverage by area of interest.

General 30 Cars and Light Commercial Vehicles

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Trucks, Buses and Road Implements

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Assistant Editor Igor Francisco (Mtb 57082)

Motorcycles 70

Collaborator

Tractors and Agricultural Machinery 74

Daniela Figueira, Eduardo Ritschel, Jô Ribeiro, Luís Massao e Marilena Rocha.

Graphic Design and Art Edition Heraldo Galan and Patricia Tagnin Photos Leo Martins, Marcos Alves, Marco Venicio, Reinaldo Marques e Miguel Schincariol.

Commercial DNF Comunicação – Gutenberg Soledade Phones: (11) 2281-8134 and (11) 99169-7485 E-mail: dealer@dnfpropaganda.com.br Circulation 9,000 copies Free distribution Correspondence Address Av. Indianópolis, 1967 – Planalto Paulista CEP 04063-003 – São Paulo/ SP Phone: (11) 5582-0000 / Fax: (11) 5582-0001 E-mail: fenabrave@fenabrave.org.br

Special Seminars

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ExpoFenabrave 2013 More than 100 makes participated in the exhibition in an area of 16,000 m2 of the Blue Pavilion of Expo Center Norte, in São Paulo.

Results, for visitors and exhibitors, were positive and demonstrate that the industry partnerships generate good business.

Check out the views of the companies that sponsored, supported and exhibited products and services at the unique fair sole dedicated to the Automotive Distribution industry in Brazil. Relationship and business generation were the slogans of the exhibition.

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Photo Gallery Check out some flashes of the main moments at the 23rd Fenabrave Congress and ExpoFenabrave on Flickr: www.flickr.com/photos/fenabrave

Editorial staff contact E-mail: rita@mcepress.com.br

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Authorization for text reproductions Signed articles in this magazine are of responsibility of the author, and do not necessarily represent Fenabrave opinion. Authorized a total or partial reproduction of unsigned materials, provided the source is mentioned. Reproduction of signed articles and materials must have the author’s prior written consent.

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Full Text of the Keynote Address delivered in the Opening Ceremony of the 23rd Fenabrave Congress

Alarico Assumpção Júnior Executive President of Fenabrave and Coordinator of Events Good afternoon ladies and gentlemen, members already mentioned and who compose the stage, other authorities present, foreign delegations, Make Associations, Assemblers, friends of the press and of the automotive industry.

Today we start our twenty-third Fenabrave Congress and ExpoFenabrave, events that are, for some time, the largest ones of our industry in the entire Latin America, and the second largest in the world.

I am proud to be the general coordinator of this true show that, together, we made of these events.

When I say together, I must acknowledge here that nothing is achieved alone.

Therefore, it is necessary to point out the persons without whom none of this would be possible.

Today, Fenabrave has one of the best team of professionals and advisers of our industry. A lean team but that multiplies its volume in competence.

There were hundreds, thousands of hours dedicated together with the Reed Exhibitions Alcantara Machado team, our partner in the organization, so that every single detail could be planned and executed here.

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Everything, absolutely everything, was thought on the basis of the needs and yearnings of Vehicles Dealers, their Make Association and other members of this industry.

I also highlight, at this time, the commitment of the Make Associations and other Fenabrave leaderships that, aware of the importance of this event for their Chains, promoted key incentives for the affiliated Dealers to be present in large numbers.

I must also register here the participation of the sponsors, supporters and exhibitors of ExpoFenabrave.

And when I thank the Banco Itaú, present here and that is, for the sixth consecutive year, the Master Sponsor of these events, I thank the other companies that today are here with over 100 makes in a pavilion very well organized, beautiful, creative and that, soon, everyone will have the pleasure to see during the official opening cocktail of ExpoFenabrave, late this afternoon.

Many exhibitors, such as Itaú, renew their investments and, above all, their confidence in our industry and this is very important.

Others begin their participation this year and we are confident that they will be with us again in upcoming events.

At last but not least, I thank all of you who are part of this

amazing audience. Your presence certainly is the reason by which Fenabrave dreams, pulsates and achieves so many conquests.

Our Country is experiencing troubled times, when the economy suffers significant consequences that can influence our business.

Population has spoken against what they no longer want and fight for the dream of a Brazil that we can become.

Well, let us take this extract of reality for us.

They say that when reality is difficult, the best way is to dream. We sleep with a problem and often wake up with the solution. However, in fact, it was already there, inside of us.

Dreaming can be a winding path, but it will always take us to a better place. As Oscar Niemeyer used to say, straight lines do not dream.

You need to dream with a better Brazil so that you turn it better. The same way, we need to dream with a better automotive industry, to make it better.

As it is the Chinese dream that sustains the Chinese development, the same way with the so-called “American Dream�.

It was this dream that made the U.S. Dealers recover from the 2008 crisis, the tsunami impact on Japan, or the Catrina in New Orleans. teaser.pdf

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It was dreaming with the recovery that made it possible, and more than possible, real.

When we dream about something, something happens in our minds. We have elements to form clear images of a new reality.

And, for that, well, we only have to wake up.

Wake up, get up and move on!

Being here in this Congress is the proof that we can dream, wake up and together make a better automotive industry. Better for everyone!

So let me share with you all a mantra that I started last year and that, in this one, I include some passages.

I ask you all to repeat after me, with all your heart, the words I am going to say: I belong to the industry, I dream with the industry, I fight for the industry and I will win with the industry!

Whatever the scenario, we need to dream of something better. So, let us dream together and translate that dream into actions for us to have a better industry and a better Brazil.

May each of you enjoy your days in our Congress and ExpoFenabrave, and then return to your companies with part of the dream come true.

Thank you very much.

Full Text of the Keynote Address delivered in the Opening Ceremony of the 23rd Fenabrave Congress

Flavio Meneghetti Chairman of the Deliberative Council and Officer of Fenabrave

Good afternoon ladies and gentlemen, authorities, members already mentioned of the stage and audience, Make Associations fellows, former Chairmen of Fenabrave. Foreign delegations, which I highlight representatives of Argentina, Chile, China, Colombia, Ecuador, United States of America, Mexico, Paraguay, Peru and Uruguay. Thank you very much for your presence!

I also would like to thank the presence of the representatives of Assemblers, representatives of the honorees and awarded here today, friends from the press, my dear fellow Dealers and our entire industry.

Year 2012 was undoubtedly a memorable year for the automotive segment and, particularly, for motor vehicle distributors.

Our economy grew only 0.9% and thanks to the mutual cooperation established among Government, Assemblers, Chains of Distribution and Financial System the sales declining curve was reversed, allowing the vehicle distribution grow more than 6% in the segments of cars and light commercial vehicles.

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There were not the incentive measures, such as IPI reduction, spreads and interest rates decreasing, the release of compulsory and margins by Central Bank, we, certainly would not have achieved this major reversal of expectation that we caused together.

Also, the segments of trucks, buses, road implements, tractors and agricultural machinery were fully met by BNDES, without which, and without the PSI reduced rates, we would not have how to leverage the sales volumes of last year and the good results also expected for this year.

For cars and light commercial vehicles, the year 2013 should present a slightly lower result, but still significant.

Admittedly, the positive result that we are accumulating is due to maintenance, albeit partial, of IPI reduction until December this year.

But we will continue in a significant market, representing an industry that certainly is one that receives the higher volume of

investments, both from the industry and the entire productive and distribution chain.

For the coming years, the economic scenario perhaps is still going to be affected by volatility bringing us significant challenges.

We must be prepared to survive before a future that brings concerns about the macroeconomic scenario, regulatory issues, and regarding the arrival of new players who brings us challenges, but also opportunities.

Margins will certainly be more compressed. We must be prepared to meet a consumer profile increasingly more informed and demanding.

Among the main challenges we have in this industry, we see the adequacy of the productive capacity to the new market profile, the management of large investments, and the constant need of renewal and modernization of a range of products.

I take this opportunity to remember our assembler partners that the market always closes in 100%, and the overproduction is a factor to be always avoided.

For us, Dealers, the challenge is, above all, focus more on departments of after-sales, second hand and F&I, investing in continuous training of our teams.

We have to do these operations absorb, with their results, 100% of the structure costs of our companies.

Today, in the Brazilian reality, we absorb, on average, about 40% of these costs, that is, far below the minimum that would allow us to go through any turmoil in our economy, which always affects the new vehicle market.

In this scenario, it seems clear that the segments of cars, agricultural machinery and motorcycles should mirror the example of Truck Dealers, who have their costs practically taken care of by the after-sales area, which is why they keep growing consistently and without interruption in recent times.

It is certain, therefore, that all the automotive chain links face challenges, and Fenabrave wants to participate in the formulation of strategies common to the industry development.

We need to form a positive agenda to promote actions that balance sectoral interests, also geared to the growth of our economy, investing in environmental projects and participating in discussions on urban mobility.

Despite the recurring subject in our congresses and in Fenabrave day to day, it is important to remember the topic of direct sales, a dangerous and troubling road when extrapolates limits, but positive when balanced.

We have worked with Anfavea, ABLA, and ANAV, so that we can together with CONFAZ finally implement the 12-month lien in direct sales.

An achievement that will be very important and that we hope can inhibit pseudo-fleet owners’ predatory action, whose actions cause damage to the entire productive chain.

For this, once more, I reiterate the importance of Make Associations negotiate with their assemblers the so-called Make Conventions, so that this important sales channel is disciplined in the interest of both parties: Manufacturers and Dealers.

If we want a sustainable growth, then it is to be without privileges for some, but that benefits everyone, mainly the Dealers, who invest, dedicate and represent the Makes operating in the Brazilian market, using own capital and compromising, very often, the equity of a lifetime and of many generations.

But the success of our business does not lie only on the balance of the market relations and vehicle distribution synergic segments. It is also up to us, Dealers, to make investments, but in the sense of balance, increasingly, the management of our companies to the results and cash generation, without which we will not survive, as nothing replaces profit.

I while ago, I mentioned the need to professionalize the industry and, in this sense, Fenabrave has also acted strongly, providing important tools that Chains can empower and train permanently their teams, through Fenabrave University, Fenabrave TV courses, programs like the Twenty Group, as well as participating in our Congress, like today.

After all, Brazil is the fourth largest automotive market in the world, but we need to move on faster in the professionalization of our 390,000 employees.

This set of actions will certainly result in more results and more cash for our businesses, and this is therefore the motto of this Fenabrave Congress.

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For no other reason we chose the theme: “+ Result + Cash + Fenabrave.� Because we do not develop without results; without cash, we will not survive; and without being united with Fenabrave towards the same direction, we certainly will be more fragile.

Let us be responsible for our part.

And, speaking of responsibility, maybe this is our biggest challenge, and that sums up what has been said so far. Each of us has our share of responsibility for our business, the Country and ourselves.

So, the sustainability issue, which involves environment and urban mobility, themes that Fenabrave have worried, also must be seen.

We all know that the standard of public transport in Brazil needs to improve, as well as the entire infrastructure involved in logistics of people and cargo.

While we have this quality in public transport, the problem will tend to worsen.

It is noteworthy that only the annual car sales in 2012, around R$ 237 billion, generated an average of R$ 57 billion in tax revenues, which can and should be reversed, even partially, in investments to improve urban mobility.

By the way, it never hurts to remember that Brazil still has one of the highest automotive tax burdens worldwide.

And if growth is the expected path for the economy, our industry is a relevant part in this process, it is natural that we want and we can continue to grow.

Yes, we do have room to grow, and the Brazilian citizen has the right to acquire their desired vehicle, either for work or for a ride, without having to feel guilty every time you turn on the engine of their cars to take to the streets.

Our demand is still growing and so it will be until we reach the level of the most mature markets like the U.S., where the ratio of inhabitant per vehicle is almost 1 to 1.

In this scenario, both the Industry as the Distribution sector is able to contribute to the achievement of one of the great dreams of Brazilians, which is to own a car. For that, each party must bear its responsibility in terms of what can and should be accomplished.

Fenabrave created special committees to address these issues.

We have in our booth here at ExpoFenabrave a sustainability room, in which we will promote the best environmental practices at dealerships. I invite our fellows to take some time and, when visiting the fair, drop by our booth to see this activity.

Fenabrave and Ministry of Cities partnered to divulge the program PARADA – A Pact for Life, as said by our friend Portella, which aims traffic education and accident reduction.

And today we are pleased to have here the General Manager of Denatran, Antonio Claudio Portella, who honors us with his very presence.

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I take the opportunity to invite you all to visit – later on - the PARADA PROGRAM booth in our ExpoFenabrave.

As I have announced, last year in this same space, that Fenabrave, despite the faced obstacles, continues with the effort and determination to generate political will, so that we may have implemented the Vehicular Recycling or what we have called of Vehicle Dismounting Industry.

An initiative that, if implemented, can solve, in large part, the mobility problems in this Country, reducing accidents, deaths and high costs to the public treasury, and may also generate a virtuous circle, creating more wealth, tax revenues and new jobs.

We were heard by Minister Fernando Pimentel, the Minister of Development, Industry and Foreign Trade, who nodded positively to this initiative. And now we are eagerly waiting for the developments, as we will not give up until these projects are among the priorities in this Country.

Thus Fenabrave is supportive and open to the search for new ways, new horizons. We believe that only the joint work can benefit all.

Therefore, my friends from Make Associations, Dealers present here, Assemblers, representatives of Governments and

Financial System, and our supplier partners, we have to work together, so that we overcome barriers and achieve better results every day and for everyone.

Despite the progress achieved so far, and the growth recorded in the last decades, Brazil is still lagging behind in many aspects, which adverse effects are reflected in the so-called Brazil Cost.

It is our responsibility, together with other institutions, to approach all possible levels of the Government, so we can make a fairer and prosperous Brazil.

It is with commitment that all begins, and with effective actions that achievements happen. Whichever the scenario, we should be united, heading all to the same direction! Towards sustainable and accessible development for every citizen of this nation called Brazil.

Count on Fenabrave and Fenabrave will count on each of you.

The presence of everybody here certainly is already a demonstration that we are well on the way.

Thank you very much! I wish you all a great Congress and ExpoFenabrave!!!

Much Between August 7 and 9, more than 3.5 thousand people participated of the 23rd Fenabrave Congress and ExpoFenabrave, events integrated to the calendar of Reed Exhibitions Alcantara Machado – organizing company, and which brought together key vehicle distribution industry leaders, domestic and international, as well as representatives of assemblers, authorities and key suppliers of products and services related to the distribution industry. “We grew this year, 30% in relation to the number of participants registered in 2012. This gives us the confidence and satisfaction of being on the right track, increasingly meeting the expectations of our public,” said Flavio Meneghetti, Fenabrave Deliberative Council Chairman and Officer of Fenabrave.

Under the theme “+ Result + Cash + Fenabrave”, the 23rd Congress of Fenabrave, acclaimed as the largest event of the industry in Latin America,

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and the second largest in the world, presented in its thematic programming coordinated by Valdner Papa, speeches focused on topics of general interest, such as economy, Internet / social networks and industry trends, others specific for each automotive segment, in addition to matters of interest to dealerships executives and employees, such as human resources, parts, services, inventory management, among others, with emphasizes for two seminars that occupied two mornings of the event: the F&I, held on Aug 7 and the HR, which filled the room on Aug 9 in the morning. The Make Associations were also able to gather their chains in rooms specially provided by the event.

ExpoFenabrave confirmed the success obtained in previous editions and this year was 40% bigger, with more creative and interactive booths, and extended visitation periods; more than 100 brands presented products and services to the Chains in

a space of more than 16,000 m2. For the sixth consecutive year, Banco Itaú was the Master Sponsor of the events. “We had new companies this year, and most of the already traditional ones in our events, such as those associated with F&I and other industries. Assemblers were also present in larger numbers, reaching 10 manufacturers present in the fair, which makes us very confident for the 2014 edition, which we will soon start organizing,” said Alarico Assumpção Júnior, Executive President of Fenabrave and Coordinator of the 23rd Fenabrave Congress and ExpoFenabrave.

In addition to Dealers and their Employees, Make Associations, Assemblers Representatives, Authorities and the Press, the events were attended by foreign delegations, including the United States, China and countries of Europe and South America.

A show of industry!

Held on August 7, the Official Opening Ceremony of the 23rd Fenabrave Congress gathered attendees, authorities, national and international guests at the plenary of Expo Center Norte. At the opening, the public could check through an institutional video prepared

by Fenabrave that the Brazilian automotive industry can be compared to a real show.

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trength, struggle, grip, perseverance, dedication, training, best practices, trust, commitment and union are common items to large shows as well as to the operation of several companies that make up our industry. This concept was reinforced by the presentation, live, of Fratelli Group duo of acrobats, who combined to keywords projected on the big screen of more than 60 meters long, charmed and thrilled the audience.

The composition of the solemn stage was attended by Fenabrave Deliberative Council Chairman and Officer, Flavio Meneghetti; Executive President of the entity and Coordinator of the 23rd Fenabrave Congress and ExpoFenabrave, Alarico Assumpção Jr.; Executive Secretary of the Ministry of Development, Industry and Foreign Trade, on behalf of Fernando Pimentel, Ricardo Schaefer; General

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Manager of DENATRAN – National Traffic Department, representing the Ministry of Cities, Aguinaldo Ribeiro, Antônio Cláudio Portella; Governor of the State of São Paulo (1990-1994), Luiz Antonio Fleury Filho; President of Anfavea, Luiz Moan; Vice-President of Banco Itaú, Luiz Fernando Staub; CEO of Reed Exhibitions Alcântara Machado, Juan Pablo de Vera; International Division Officer for CADA – China Auto Dealers Association, Charlotte Ye; President of NADA – National Automobile Dealers Association, David Westcott; President of Aladda - Asociación Latino Americana de Distribuidores de Automotores, Carlos Dumay; President of ANFIR – National Association of Road Implement Manufacturers, Alcides Braga; President of ANEF – National Association of Assemblers Financing Companies, Décio Carbonari; and the President of ABRACICLO – Brazilian Association of Manufacturers

Message from the Federal Government of Motorcycles, Mopeds, Scooters, Bicycles and Similar, Marcos Zaven Fermanian.

Prior to the start of the Ceremony pronouncements, the excitement was even greater with the execution of the National Anthem of Brazil, played by singer Paula Lima, who was accompanied by images projected on the big screen representing the Brazilian people, its cultural diversity and the development of the automotive industry, through all its segments.

Starting the pronouncements, the Executive President of Fenabrave and Coordinator of the 23rd Fenabrave Congress and ExpoFenabrave, Alarico Assumpção Jr., warmly welcomed all present and reiterated his appreciation for the efforts of all the teams involved in the events organization, which today are the largest of the industry in Latin America and include the participation of renowned speakers and exhibitors interested in relating to the Distribution Chains.

Assumpção Jr. also thanked the commitment of Make Associations and other Fenabrave leaderships that, aware of the importance of this event for their Chains, promoted key incentives for the affiliated Dealers to be present in large numbers.

In this climate of partnership and union, the Executive President of Fenabrave continued his pronouncement, highlighting that the best way is to dream when reality is difficult. “We sleep with a problem and often wake up with the solution. But in fact, it was already there, inside of us,” he said.

According to Assumpção Jr., “we need to dream of a better Brazil in order to become better; we need, likewise, dream of a better automotive industry in order to become better. It is the Chinese dream that sustains the Chinese development the same way that happens with the so-called ‘American dream’,” he said, recalling that it was that dream that made U.S. Dealers to recover from the 2008 crisis, the tsunami impact in Japan or the Catrina hurricane in New Orleans. “It was dreaming with the recovery that made it possible, and more than possible, real.”

At the end, the Coordinator of the 23rd Fenabrave Congress and ExpoFenabrave, said that being in these events is a proof that the industry entrepreneurs can dream, wake up and together make a better automotive industry for everyone.

Thus, he called upon everyone to unite in one voice, in his words: “We are the industry, we dream of the industry, we strive for the industry and we will win with the industry!”.

“Whatever the scenario, we need to dream of something better. So, let’s dream together and translate that dream into actions for us to have a better industry and a better Brazil,” he concluded.

The Journalist Rodolpho Gamberini, master of ceremonies who led the opening event, read to the audience the letter sent by the Vice-President of the Republic, Michel Temer, who could not attend the event due to other commitments previously scheduled. In the letter, Temer congratulated Flavio Meneghetti for the event and highlighted the importance of the automotive industry for the Brazilian economy and, especially, generating jobs.

Brasília, August 7, 2013 Congratulations to the President of Fenabrave, Flávio Meneghetti, for holding this great event. The automotive industry has presented, in recent years, growth numbers that greatly contributed to the good performance of employment rates in Brazil, where we have almost full employment even in a moment of severe international crisis. It is a dynamic area, with wide marketing network.

There was also a large investment in technology and increased productivity, with a significant increase in funding for the new middle class, whose dream of consumption can come true with the acquisition of their first brand new car, but also boosted suppliers to purchase new trucks for goods transportation increasingly demanded by the entire Country and led farmers to buy new agricultural machinery in order to increase the country production, before the substantial market heating.

There are new challenges to overcome, new trails to be opened, new fuels to be incorporated. The Government supports any initiative which final goal is the economic development and generation of new jobs for the people. Hence, I regret not being present at this 23rd Fenabrave Congress and congratulate each and every one for the excellent performance. The achievement of each dealer, each worker improves Brazil that wishes to grow and progress. Our government works with you.

I say it because I know that today most of the jobs of the automotive industry is located precisely in the chain of dealerships, direct employer of almost 400,000 people and through which passes almost 6% of GDP. A strength that helps statistics, and transforms the lives of their workers and drives Brazil forward. I wish you all a good congress. ÚBLICA

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Michel Temer Vice-President of the Republic

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Joint efforts – In his pronouncement, the President of Anfavea, Luiz Moan, commented on the many challenges that the companies related to the automotive industry face daily to develop their operations. In the opinion of the entity President, which represents companies that produce 75% of the vehicles worldwide, without a strong industry, there is no reason to have an assembly industry here. “Therefore, we are willing to discuss and create partnerships with the entire automotive chain,” he said.

Moan commented that the forum was already initiated with a permanent work group with Sindipeças, where we discuss the main problems and create joint solutions for growth. The same thing has been done with Fenabrave, where, according to the President of Anfavea, no subject is left off the table of discussions. “You are the direct contact with our consumers. It behooves us, the industry, develop and manufacture products that meet the yearnings of our public and it is with you, Dealers, be in the front line to captivate them

and bring them to our showrooms and repair shops,” he said.

According to Moan, in the meetings held with Fenabrave, it was detected that the distribution business needs to change.

“And we are integrated with this work so that, as much as possible, we are able to hold hands and together strengthen not only the assembler and the autoparts park, but also the vehicle distribution,” said the President of Anfavea, applauded

by Dealers present. “Only with the junction of this automotive chain, towards a common goal, we will win and please our consumers, besides fulfilling our mission, which is to serve consumers, generate income, work and wealth,” he added.

We must think about the future now – Representing the Minister of Development, Industry and Foreign Trade, Fernando Pimentel, Secretary Ricardo Schaefer pointed out that partnerships between government and industry companies have yielded positive results in both the economy and market growth. According to him, Inovar-Auto, which is part of

The Opening Ceremony was attended by the Secretary of the Ministry of Development, Industry and Trade , Ricardo Schaefer, the Governor of the State of São Paulo from 1990 to 1994, Luiz Antonio Fleury Filho, the General Manager of DENATRAN – National Traffic Department, representing the Ministry of Cities, Aguinaldo Ribeiro, Antônio Cláudio Portella, the President of Anfavea, Luiz Moan, the President of NADA - National Automobile Dealers Association, David Westcott, and the President of Aladda - Asociación Latino Americana de Distribuidores de Automotores, Carlos Dumay.

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The singer Paula Lima moved the audience to interpret the National Anthem of Brazil.

the Greater Brazil Program (Programa Brasil Maior), is the greatest proof that dialogue and joint work can bring much more development to the Country. “After a little over a year of its launch, and at a time of declining expectations, we need to celebrate the results achieved so far with the success of industrial politics for the automotive industry,” he said.

According to Schaefer, the industry and distribution numbers recorded in the first half of this year are encouraging.

The Secretary also highlighted the growth of the agricultural industry, mainly in the commercialization of machinery and pieces of equipment, which were encouraged by both the crop growth, as the BNDES incentives to finance at decreasing interest. “We are aware that this is not enough. We must go beyond to keep optimistic about the industry. We need to plan

our future and put the automotive industry on a competitive technological level with the world market,” he said.

The MDIC representative emphasized that the Ministry is developing a comprehensive export program of manufactured goods, which will involve negotiations and revisions of automotive agreements with Argentina, Uruguay and Venezuela (this will require the creation of a specific regime), in addition to expanding conversations with Colombia. “There are many work fronts. All of them aimed at the future of the industry,” he added.

According to Schaefer, besides the development, it is also important to think about the program of fleet renewal as a way to leverage production and sales in the Country. According to the Secretary, MDIC is acting in several work fronts,

Also attended the presiding officers of the Opening Ceremony, the President of ANFIR – National Association of Road Implement Manufacturers, Alcides Braga, the President of ANEF – National Association of Assemblers Financing Companies, Décio Carbonari and the President of ABRACICLO - Brazilian Association of Manufacturers of Motorcycles, Mopeds, Scooters, Bicycles and Alike, Marcos Zaven Fermanian.

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emphasizing the importance of collective construction in public and private partnership. “We dialogue with everyone and want to see, in the near future, an automotive industry increasingly promising and developed,” he concluded.

Working for the success of the industry with respect for life – Antônio Cláudio Portella, General Manager of DENATRAN – National Traffic Department, who attended the opening ceremony representing the Minister of Cities, Aguinaldo Ribeiro, highlighted the commitment of the Ministry in the formation of a favorable environment for the development of Brazil and the automotive industry, but with room to issues related to urban mobility and reduction of accidents.

According to the General Manager of DENATRAN, the fleet of more than 78 million vehicles licensed in Brazil demonstrates the industry success. In his opinion, there is still much room to grow, but for this it is necessary to plan e become the Brazilian cities compatible to accompany this growth. “We are committed to making our cities support the industry success. We need to think and plan how the metropolis will be in five or 10 years,” he explained.

Portella said that the Ministry of Cities and DENATRAN are studying how they can contribute to the mobility. According to the general manager, they are implementing an observatory in order to establish, in the short and medium term, public policies to reduce traffic accidents. “Within this context, I would like to announce and call upon everyone to participate in the pact for accident reduction (PARADA Project), which aims to reduce significantly traffic accidents in Brazil. I emphasize that for this commitment we have Anfavea and Fenabrave support,” said Portella, adding that, with the support of all, they will expand the industry success, always respecting the life of the population.

In defense of the union for the industry – At the beginning of his speech at the Opening Ceremony, the Chairman of Fenabrave, Flavio Meneghetti, stressed that 2012 was undoubtedly a memorable year for the automotive segment. According to Meneghetti, economy grew only 0.9% and thanks to the mutual cooperation established among government, Assemblers, Chains of Distribution and Financial System the sales declining curve was reversed, allowing the vehicle distribution grow more than 6% in the segments of cars and light commercial vehicles. “There were not the incentive measures, such as IPI reduction, spreads and interest rates decreasing, the release of compulsory and margins, we, certainly, would not have achieved this major reversal of expectation that we caused together,” he said.

Meneghetti said that for the next few years, market players should be prepared to survive, due to the economic scenario that perhaps will be affected by volatility and bring important challenges. “Margins will certainly be more reduced,” said the Chairman of Fenabrave, explaining that Dealers still rely too much on new vehicle sales, around 65%.

The Chairman of Fenabrave warned about the risks of overproduction and direct sales, which typically occur during market downturn times, like just now. “Market closes always 100% and overproduction should be avoided,” said the leader.

For Dealers Meneghetti emphasized the need to work items such as after-sales, second-hand vehicles and F&I, getting higher rates of absorption from these sources, so that they account for the company costs. “Today, in the Brazilian reality, we absorb, on average, 30% to 40% of those costs,” added Meneghetti, stating that this percentage is far below

Completed the list of authorities called on stage, the Vice-President of Banco Itaú, Luís Fernando Staub, the CEO of Reed Exhibitions Alcantara Machado, Juan Pablo de Vera and the International Division Officer of CADA – China Auto Dealers Association, Charlotte Ye.

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Fratelli Group acrobats thrilled the audience with the presentation representing strength, overcoming and balance, drawing an analogy to the vehicle distribution industry.

the minimum necessary to go through eventual turbulences in the economy. “Those operations results must absorb 100% of the structure cost of our companies, like the truck dealers who have their costs virtually kept in the after-sales area, through which they grow consistently and continuously in recent times.”

As suggested by Luiz Moan, Anfavea, Meneghetti reaffirmed the need to elaborate a positive and strategic agenda to promote actions that combine sectoral interests and also focus on Brazilian economy growth. “We need to talk about what is important to each and everyone,” he said.

“Direct sales are a dangerous road when crossing some boundaries,” he added, about the assemblers practice of selling - with huge discounts - cars to fleet owners, such as rental companies, which, on their turn, sell them as second-hand vehicles to the market. Meneghetti reminded that Fenabrave is already negotiating with Confaz (Council of State Treasury Departments) the adoption of a 12-month mandatory lien for those businesses, which would prevent vehicle sale before that deadline. “This should inhibit pseudo fleet owners, who bring harm to our market,” he said.

Meneghetti also emphasized the economic importance of the Vehicle Distribution Industry for Brazil, which represents 5.7% of Domestic GDP, and which, through the 7.2 thousand existent in Brazil, employs 390,000 people and invoiced R$ 237 billion in 2012.

According to the Chairman of Fenabrave, the Industry, for its greatness and capillarity, has been increasingly involved in discussions on urban mobility and sustainability, supporting government projects such as PARADA Program - Ministry of Cities, and also suggests actions to benefit the entire Nation, such as the case of Vehicular Recycling. “The program can reduce accidents and traffic deaths, besides generating jobs and income. We have already handed a proposal to the Minister Fernando Pimentel (Development) and we will insist on the implementation of the regulatory framework for the Dismounting Industry.”

At the end, Meneghetti stressed that Fenabrave is open to dialogue with all links in the chain, especially the Government and the society seeking solutions for new roads and new horizons for the industry. “We believe that only working together we can benefit all,” he said “We must unite us so that we can overcome barriers and achieve better results every day and for all. Despite the progress achieved so far, and the growth recorded in the last decades, Brazil is still lagging behind in many aspects. The pendency of major structural reforms, such as in tax, labor, infrastructure areas, as well as regulatory excess, still are the reasons for high costs in Brazil, as well as low productivity and competitiveness and consequently the insufficient investments so necessary to leverage the self-sustaining growth. Count on Fenabrave and Fenabrave will count on each of you,” ended Meneghetti.

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Tribute to the leaders in the automotive industry

In recognition of the importance and contribution to the Brazilian automotive industry development, Fenabrave honored, in memoriam, two major industry leaders.

V

how to listen and, when needed, could hit the table,” said ideo tributes and statuettes were especially Sérgio Reze, President of Assobrav (Brazilian Association of designed by Fenabrave for the occasion, which Volkswagen Dealers). included the honorees’ representatives and family His ability to perform complex maneuvers and, at times, member at the Opening Ceremony of the 23rd improbable ones, hallmarked his management of Volkswagen.

Fenabrave Congress, during which tributes were held.

The greatest example of that was the creation of Autolatina, The first honoree, whose video took over the 60 m big a joint venture that united Ford and Volkswagen, two of the screen of the ceremony, had a key role in the industry regplanet leading assemblers, on a project-sharing technologies, ulation, mainly in the relationships among manufacturers products, workmanship and control systems. The partnership and their distributors. We are talking about Renato Ferrari, lasted until 1996. lawyer, Dealer, former Chairman of Fenabrave and recogOn the big screen, more than 2.5 thousand people present nized as the author of the 6,729 Act that was named after at the Opening Ceremony were touched to watch the tribute him. Entrepreneur determined and passionate about the videos produced by Fenabrave and coordinated by MCE Law, Ferrari fought, bravely, in the interests of the industry, Comunicação. On stage, the following received the homage always with great serenity, devotion and determination. statuettes: Rodrigo Ferrari, Renato Ferrari’s son, and Oliver “My father used to say that contracts enslave and the Law Martin Sauer Schues, Wolfgang Sauer’s grandson. liberates. Hence he fought so hard for the approval of the 6,729 Act,” recalls Rodrigo Ferrari, Renato Ferrari’s child, during videotaped testimony.

On behalf of the automotive industry, Fenabrave paid tribute to Wolfgang Sauer, a German with a Brazilian soul, who commanded Volkswagen of Brazil between 1973 and 1989. “Sauer is recognized for having been the great leader of the Brazilian automotive industry for a long period of our history. He was a person who, even going against some opinion, could explain the reason for the negative, in such a way that the antagonized person would understand his position and help him in his mission.

On stage, the following received the homage statuettes: Rodrigo Ferrari, Renato He was, above all, a humanist. He knew Ferrari’s son, and Oliver Martin Sauer Schues, Wolfgang Sauer’s grandson.

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The Most Desired Makes

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n voting conducted over the Internet as part of the 18th Fenabrave Market Relationship Survey, conducted in June and July, Dealers from various makes and all segments elected, in four categories (Cars and Light Commercial Vehicles; Trucks and Buses; Tractors and Agricultural Machinery; and Road Implements), The Most Desired Make in 2013. In its fifth edition, this traditional award, given by Fenabrave, for the first time did not award the Most Desired Make in the motorcycle segment, because the tallied votes did not reach the minimum of 25% voter participation.

The award is decided by secret ballot, via Internet, and calculated together with Fenabrave Market Relationship Survey, coordinated by Scheuer Consultoria - where each Dealer could vote in the segment it represents and in all the others, choosing the makes of their preference. “Once more Fenabrave Market Relationship Survey portrays the Distribution Industry entrepreneurs’ perception in relation to each brand in the consumer market and thus highlights the Assemblers that best work in partnership with their Chains,” assessed Flávio Meneghetti, Fenabrave Chairman.

The announcement of the winning Makes occurred during the Opening Ceremony of the 23rd Fenabrave Congress.

Cars and Light Commercial Vehicles

HMB (Hyundai Motor Brazil) “Being recognized as ‘The Most Desired Make’ in the opinion of all car dealers shows that Hyundai has done a great job and is on the right track to reach its ultimate goal, which is to be the most loved make in Brazil. For this, we will seek excellence in customer services.”

William Lee, CEO of Hyundai Motor Brazil.

Trucks and Buses

Volvo do Brasil “This is an important recognition, as it is validated by the Dealers Chain of all Makes, due to the strong image Volvo has in the market and, especially, because the distributors are the ones interfacing with clients on a daily basis.”

Carlos Morassutti, Vice-President of HR and Corporate Affairs for Volvo Group Latin America.

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The winners Cars and Light Commercial Vehicles

Trucks and Buses

Tractors and Agricultural Machinery

Road Implements

1st Place

1st Place

1st Place

1st Place

Hyundai

Volvo

Case Ih

Noma

2nd Place

2nd Place

2nd Place

2nd Place

Toyota

Scania

John Deere

Randon

Tractors and Agricultural Machinery

Brazil Case IH “This award is very important for Case IH, as it is organized by people who understand the market, and being ‘The Most Desired Make”, undoubtedly, is a key differentiator. We are the make that grew the most in 2012 in terms of market share, and this year the results are even better. Only in the first half of the year, we recorded a 73% growth in harvesters and 54% in tractors. The choice of Case IH shows that we are on the right track.”

César Di Luca, Commercial Corporate Officer of Case IH.

Road Implements

Noma do Brasil S/A “We feel honored with this award and grateful for this significant vote. This recognition is the result of all Noma employees’ hard work, years of planning and investing in people, in the best structures and technological development. It is an important sign that we are on the right track, continuously searching for cutting edge solutions in order to contribute to the development of the logistics of our Country and ease the carrier performance.”

Marcelo Noma, Chief Officer of Noma do Brasil S/A.

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Opening Key Speech

Vicente Falconi, Consultant and Business guru.

The vision of Vicente Falconi about dealerships in Brazil Often times, the entrepreneur wants to grow, but lacks forecast of free cash flow or perception of its borrowing limit, warned the Consultant, for whom a Dealership is a company that receives lots of money, but keeps very little, making reference to their narrow profit margins.

I

n talk show format, the Opening Keynote Speech of the 23rd Fenabrave Congress was led by Vicente Falconi, renowned Consultant, business guru, founding partner of Falconi Consultores de Resultados and author of the book “True Power”, theme chosen for his speech in the event.

Questioned by the Record News show Hostess and Fenabrave TV, Fátima Turci, who conducted the talk show, which would be the three priority factors for Dealers to reach an efficient management, Falconi stated that having financial control is crucial.

“The number one problem of the small and medium business in Brazil is the lack of financial control or poverty of that control. You must have a better and more accurate financial control in order to survive in a floating market,” warned the Consultant.

According to Falconi, this control must be on a monthly basis, specific to each company, with cost notes, margins of - gross and net - cash generation of the used capital management. “Often times, the entrepreneur wants to grow, but lack a forecast of free cash flow or perception of their debt limit,” he said.

Another key factor, pointed out by him, as the number two problem of entrepreneurs, would be the business management, which requires methods and standardized processes, personnel training capacity, and control measures of daily

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routine in order to detect deviations. “Entrepreneurs must set a strategic plan for their businesses, defined goals with criteria and, thereafter, develop and implement their action plans,” he recommended.

Finally, he called attention to the companies turnover, critical factor that must be reviewed by Dealers. “Financial management, control and people are the three most important factors to which entrepreneurs must pay attention,” he added.

For him, doubtless, loyal employees make a difference in a car business. “Entrepreneurs must fight to retain good employees, because they loyal the dealership clients.”

Asked about cutting costs, a doubt of the vast majority of executives gathered in the Congress, Falconi oriented entrepreneurs to investigate, in a deeper way, all their business processes to identify where the bottleneck is. “The highest cost is composed by a set of inefficiencies. Errors controlling inventory, collection, poorly performed services and reworks must be observed,” he said. “In the industry, there are cases of cars forgotten on the patio,” he cited as an example.

The high point of the talk show was when the Consultant was asked about succession planning and its relevant processes, theme specific in the Congress programming and for which participants were highly interested. For Falconi, the succession process is a governance issue, therefore, it is not an exclusive demand of the industry but rather widespread.

“I have good examples of family companies in which the

heirs have made the company even bigger, such as Gerdau.

Therefore, you need to assess whether the heir likes or not the business, if there is interest and purity of intentions. The important thing is to plan the succession well in advance and check who really loves the business just as the founder so that there is tranquility in the process. Otherwise, it is best to constitute a small family council and hire a trusted professional to advance the process,” he oriented.

The specialist concluded his participation in the event urging entrepreneurs to observe their children and teams.

“You need to love what you do to be successful in the business you manage. When you love what you do there are no impediments and you will do well,” he concluded.

Vicente Falconi is a Consultant of major Brazilian business groups and the Federal Government. He was recognized by the American Society for Quality as “One of the 21 voices of the 21st Century”. He has published six books in the Business Management area, which sold over a million copies. Among them, “True Power”, autographed by Falconi at his consulting firm booth in ExpoFenabrave after his speech.

Vicente Falconi and Journalist Fátima Turci.

National press participates in the event

M

ore than 100 press professionals, from various locations in Brazil, attended the 23rd Fenabrave Congress and ExpoFenabrave. Besides the specialized press and press offices related to Make Associations, Fenabrave Regional offices, and ExpoFenabrave participant companies, professionals of radio, TV, Internet, newspapers and magazines attended the events, resulting in extensive national media coverage.

On the second day of the event, the Fenabrave Deliberative Council Chairman and Officer of Fenabrave, Flavio Meneghetti, held a news conference to journalists, commenting on balance and projections for the industry in 2013, as well as evaluating topics discussed at the event.

A16

VEÍCULOS

DOMINGO 11/8/2013

E STA D O D E M I N A S

Com o intuito de iniciar operações no Brasil a partir de novembro por meio de importações, a montadora chinesa Geely expôs ao público pela primeira vez, na semana passada, os dois modelos de automóveis que serão comercializados inicialmente no país: o sedã EC7 e o compacto GC2, ambos fabricados em Montevidéu, Uruguai. A apresentação ocorreu durante o 23º Congresso da Federação Nacional da Distribuição de Veículos Automotores (Fenabrave), em São Paulo, onde a fabricante montou um estande para informar detalhes dos veículos e de como será o esquema de vendas no território nacional.

O EC7 estará disponível no Brasil ainda em novembro, no valor médio de R$ 50 mil. Ele virá na versão com câmbio manual de cinco marchas, motor de alumínio de 1.8 litro, tendo 138 cavalos de potência.

Somente a versão completa, com ar-condicionado, direção hidráulica, acionamentos elétricos, airbags, entre outros, será comercializada. O único item opcional será o banco de couro. A Geely pretende

Fiat Palio Fire é apontado pelos proprietários como o subcompacto que mais agrada em todos os quesitos

FOTOS GEELY MOTORS BRASIL/DIVULGAÇÃO

Especificações

PAULA CAROLINA * De São Paulo

GC2 997 cilindradas por torque de 3.600 rpm Direção - hidráulica Transmissão - manual de 5 marchas Portas - 2 mais portamalas Dimensões - 3.598 mm de comprimento, 1.630 mm de largura, 1.465 mm de altura e 2.340 de distâncias entre os eixos

EC7 Motor - 1.8 gasolina de 1.792 cilindradas por cm³, 16 válvulas e torque de 4.200 rpm Montadora chinesa Geely apresentou em São Paulo o EC7 e o GC2, seus dois modelos de entrada no mercado brasileiro

Direção - hidráulica

também, a partir do segundo trimestre de 2014, oferecer câmbio automático CVT para esse sedã.

E, no valor médio de R$ 30 mil, o compacto popular GC2 1.0 só estará à venda a partir de janeiro de 2014.

Sob o capô, um motor de 68 cavalos e transmissão manual de cinco marchas.

O modelo único também será completo, com ar-con-

Transmissão - manual

dicionado, direção elétrica, airbags e, constituindo-se como o maior diferencial, um sistema de freios ABS. O banco de couro também será opcional.

Uma curiosidade é que, para esse modelo, também vendido na China, houve uma adaptação para os vidros traseiros. Isso porque, originalmente, são basculantes e, para o mercado

latino-americano, instalaram o tradicional sistema de correr comumente visto nos demais veículos.

Os dois modelos sairão somente com a opção de serem abastecidos com gasolina. Também há um padrão de cinco cores de pinturas disponíveis, rodas de liga-leve e um sistema de entretenimento multimídia instalado em seus inte-

riores. Segundo o presidente da Geely Motors Brasil, Ivan Fonseca e Silva, com esse molde de qualidade, a fabricante tem como conceito brigar pelo mercado dominado pelas montadoras ocidentais e japonesas, saindo da concorrência direta com outras empresas chinesas que começaram suas operações no país recentemente.

de 5 marchas Portas - 4 mais portamalas Dimensões - 4.635 mm de comprimento, 1.789 mm de largura, 1.470 mm de altura e 2.650 mm de distância entre eixos

REVENDEDORES

MONTADORA TERÁ INICIALMENTE 15 CONCESSIONÁRIAS Inicialmente, a chinesa Geely deverá contar com 15 concessionárias no país e, em um ano, pretende chegar a 25. Já há negociações com distribuidores nos estados de Paulo, Rio Grande do Sul, Santa Catarina, Paraná, Rio de Janeiro, Espírito Santo, Minas Gerais, Goiás e Pernambuco. Em Minas, fora a capital Belo Horizonte, o grupo pretende ter pontos de vendas em Uberlândia, Governador

Valadares e Montes Claros.

Mesmo antes de começar as operações comerciais de dois carros no Brasil, a Geely já tem a pretensão de instalar, em curto prazo, uma fábrica de automóveis no território nacional. Isso porque, sendo a primeira montadora privada chinesa, existente desde 1997, a empresa tem a pretensão de se expandir pelo mundo.

Para isso, recentemente,

comprou de forma integral a Volvo Cars, da Suécia, associando-se a uma marca que inspira qualidade.

Segundo a assessoria de comunicação da Geely no Brasil, ainda não há definição sobre um local para instalar a planta brasileira. A assessoria informou que isso deve ocorrer após um ano e meio do início das vendas no mercado local, caso haja aceitação por parte dos consumidores.

Como fazer para fidelizar um cliente cada vez mais bem informado, exigente e com pouco tempo para desperdiçar nas revendas e oficinas e, ao mesmo tempo, como aumentar a rentabilidade de um setor em que a concorrência aumenta substancialmente e as margens de lucro vão sendo reduzidas. O desafio foi tema de palestras e permeou discussões durante o 23º Congresso da Federação Nacional da Distribuição de Veículos Automotores (Fenabrave), que terminou, ontem, em São Paulo.

Entre as principais preocupações está o setor de pós-vendas e a tentativa de fidelizar o cliente, independentemente depois de terminado ou não o período de garantia do veículo. “Passado o período de garantia, as concessionárias vão criar clientes fiéis se tiver havido uma boa experiência no pós-vendas”, afirma o diretor executivo para o Canadá e América Latina da empresa global de serviços de informação e soluções sobre a satisfação do cliente J.D. Power, Darren Slind. E, para isso, ele ressalta pontos essenciais como o fato de o problema apontado no carro ser resolvido na primeira vez em que é levado à oficina da concessionária, o que nem sempre acontece.

Ele lembra ainda que “o cliente quer falar com um consultor técnico em até cinco minutos depois da sua chegada à concessionária, quer que seja cumprido o dia de agendamento para o conserto e que o veículo seja entregue quando foi prometido, além de estar mais limpo do que quando entrou na oficina”. Medidas que parecem óbvias, mas que não costumam ser praxe entre as revendas.

A título de curiosidade, Slind acrescenta que a alta satisfação do cliente também está ligada a fatores como oferecer test drive no momento da compra e que não seja muito curto, além de ser dada a devida importância à chamada entrega técnica (momento em que o consumidor recebe o carro zero e todas as explicações sobre seu funcionamento). “Pesquisas apontam que um tempo ideal para o test drive está entre 21 e 40 minutos. É dada uma propriedade mental ao cliente enquanto está atrás do volante.

Quanto ao tempo tomado na entrega, ainda não foi quantificado no Brasil, mas no Canadá é considerado ideal entre 31 e 60 minutos”, acrescenta.

PREMIADOS Durante o congresso, também foi rea-

lizada a entrega do prêmio Voss (Vehicle Owenership Satisfaction Study), resultado de um estudo de satis-

fação com proprietários de veículos, realizado anualmente pela matriz norte-americana e pela terceira vez pela J.D. Power Brasil, com mais de 8 mil consumidores brasileiros, proprietários de 74 modelos de veículos. O campeão geral, com 814 pontos num total de 1 mil, foi o Toyota Corolla (veja quadro).

A pesquisa foi feita entre abril e maio, levando-se em consideração quatro importantes quesitos: qualidade do carro, design e desempenho, pós-vendas e custo de propriedade. Este último, o que mais peso tem na ponderação do brasileiro segundo a própria pesquisa, leva em conta fatores como manutenção, seguro e consumo de combustível.

O estudo também avaliou as marcas de modo geral e novamente a Toyota foi a campeã, com 816 pontos. Em seguida vieram: Honda (778), Hyundai-Caoa (771), Nissan (770), Kia (768), Citroën (739) e Chevrolet (735). Apenas essas sete marcas tiveram avaliação acima da média geral, que foi de 733 pontos.

PROBLEMAS Durante a apresentação dos resultados, o diretor geral da J.D. Power Brasil, Jon Sederstrom, chamou a atenção também para o problema de qualidade enfrentado pelos modelos brasileiros em geral, com alto índice de defeitos mecânicos, principalmente quando o mercado do país é comparado aos do Canadá, Alemanha e Reino Unido. Em média, os proprietários de carros novos relataram 352 problemas a cada 100 unidades, enquanto no Canadá e na Alemanha esse número cai para 230 e no Reino Unido para 204. “Vários modelos vendidos aqui e na Alemanha, com o mesmo nome, apresentam mais problemas aqui”, acrescenta Sederstrom.

Além disso, dentro do próprio mercado brasileiro, se comparados os carros produzidos nacionalmente com os importados de países como o México, Coreia do Sul e Argentina, os fabricados aqui também apresentam um índice maior de problemas: 356 em cada 100 unidades contra 310 nos produzidos no México, 314 nos coreanos e 333 nos argentinos. Somente nos importados da China foi notado um maior número de defeitos: 389.

“E olha que aqui no Brasil os carros têm em média menos conteúdo que os importados, o que significa que é menos equipamento para dar defeito e consequentemente deveria haver menos problemas. É um desafio melhorar a qualidade dos carros”, avalia o diretor geral da J.D. Power Brasil. *A jornalista viajou a convite da Fenabrave.

❚ CAMPEÕES NA PREFERÊNCIA DO DONO » SUBCOMPACTOS

1) Fiat Palio Fire; 2) Fiat Novo Uno; 3) Renault Clio

CG2, o compacto da Geely, deve começar a ser vendido no Brasil a partir de janeiro de 2014

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» COMPACTOS DE ENTRADA 1) VW Voyage e VW Logan; 3) Chevrolet Classic » COMPACTOS SUPERIORES

FENABRAVE

CONGRESSO DISCUTE AVANÇOS DO SETOR E DA ECONOMIA

1) VW Polo; 2) Ford New Fiesta; 3) Honda City

O 23º Congresso da Federação Nacional da Distribuição de Veículos Automotores (Fenabrave) ocorreu entre os dias 7 e 9 deste mês em São Paulo. Durante o encontro, concessionários, representantes de montadoras e de governos discutiram formas de o setor avançar economicamente, ajudando

» MÉDIOS 1) Toyota Corolla; 2) Honda Civic; 3) Chevrolet Astra

a melhorar as riquezas do Brasil diante da crise internacional. Conjuntamente, uma exposição ocorreu com mais de 100 expositores ligados à área.

Destaque no evento foi a pesquisa divulgada pela consultoria mundial J.D Power. O estudo de satisfação foi realizado com 8 mil donos

de veículos novos nacionais e mostrou que a Toyota alcançou o primeiro lugar no ranking de satisfação pelo terceiro ano consecutivo.

Além disso, a Volkswagen teve dois modelos premiados. A Fiat e a Renault também tiveram modelos apontados como mais satisfatórios.

A G O S T O

D E

2 0 1 3

5

TOYOTA/DIVULGAÇÃO

Toyota Corolla é campeão geral de satisfação na pesquisa do J.D. Power com mais de 8 mil clientes

Consumidor em primeiro lugar

www.correiodeuberlandia.com.br

cm³, 12 válvulas e

D E

MARLOS NEY VIDAL/EM/D.A PRESS - 23/5/10

CORREIO DE UBERLÂNDIA

Motor - 1.0 gasolina de

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❚ CONGRESSO FENABRAVE Preocupação com cliente cada vez mais exigente em detrimento de queda de rentabilidade marca encontro de concessionários. Problemas de qualidade também foram discutidos

Geely vai vender dois modelos no Brasil FERNANDO BOENTE | REPÓRTER

S Á B A D O ,

VRUM

INVASÃO CHINESA MAIS UMA CONCORRENTE CHEGA AO MERCADO

SEDÃ E COMPACTO ABREM OPERAÇÕES DA MONTADORA

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Obs.: As categorias são assim divididas pela J.D. Power Brasil, sendo que, para que haja prêmio no segmento, devem existir pelo menos quatro modelos com amostra suficiente para completar 67% das vendas dentro do segmento. Por esse motivo não foram contemplados picapes, monovolumes, peruas e utilitários.

Chinese come to Brazil to learn about second-hand vehicles

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ADA – China Auto Dealers Association gathered a group of 15 people, among truck and car Dealers, and representatives of the entity that congregates the Chinese Distribution Chain, to attend the 23rd Fenabrave Congress.

According to the Officer of the International Division of CADA, Charlotte Ye, the purpose of the visit was to conduct a survey in the Brazilian market, through the knowledge of new practices adopted in Brazil, mainly in the exchange of experiences with the industry business people. “We are interest in learning a bit more about the second-hand vehicles market, a segment that in China is still little explored,” said Charlotte.

According to CADA Officer, the Dealers brought with her also loved very much the DMS solutions presented in

ExpoFenabrave, which in their opinion can be very well adapted to the Chinese market. “We were very interested in the systems. We do not have that in China,” she said.

Charlotte also said that the two markets still have peculiarities that make them different. Despite the size difference (in 2012, more than 20 million brand new cars were sold in China), CADA representative said the Brazilian consumer, even increasing the level of demand, still does not reach the standard glimpsed in the Asian country. “Chinese client search for cars 100% complete. Not in Brazil yet, but this is changing.”

The Chinese association representative praised the event organization and said that all Chinese Dealers, who came in the mission, are impressed with the grandeur of the fair and the quality of the program content presented in the speeches. “We intend to come back to stay on top of news,” she concluded.

After the events, the delegation was accompanied by Fenabrave Consultant, Francisco Mendes, for two scheduled visits to Brazilian dealerships. The first was to Itavema Group, in São Paulo, and the second to AB Group – Abolição, in Rio de Janeiro.

Part of the Chinese delegation has met at the Fenabrave booth, which had provided the International Lounge.

Velocidade e álcool: combinação fatal.

Adivinhe qual é a marca que não sai da cabeça dos concessionários de todo o país?

Volvo: a marca mais desejada na categoria caminhões e ônibus do Prêmio Fenabrave 2013.

www.volvo.com.br

Special dinners

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n August 7 and 8, the Chairman of Fenabrave, Flavio Meneghetti, gathered the entity leaderships and international delegations in friendly special dinners.

The first dinner, held at The View, on August 7, brought together the Chinese delegation and NADA- National Automobile Dealers Association delegation and, on the following

night, the friendly dinner was at Santo Colomba Restaurant with representatives of Argentina, Chile, China, Colombia, Ecuador, United States, Mexico, Paraguay, Peru, and Uruguay.

On August 8 eve, the guest journalists from other States also attended the dinner together with Fenabrave press office and press, the MCE, at the Dummont Villares Mercure Hotel, next to Expo Center Norte.

In the Santo Colomba Restaurant, Fenabrave gathered international representatives and leaders of Make Associations that attended the Congress.

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The Chinese, North-American and Latin American delegations attended the dinner with Fenabrave at The View.

The journalists invited to the event also attended a dinner organized at the Mercure Dummont Villares Hotel.

GEneRAL

Content of interest to all segments!

In addition to the segmented content, according to the area of interest, the attendees who accompanied the 23rd Fenabrave Congress could follow the speeches of general interest, such as human resources, F&I planning, economics, coaching, technology, among other issues of common interest to all segments.

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The transition challenges of development model Even with the certainty that the automotive industry will grow faster than GDP, the economist Ricardo Amorim indicates services and parts as paths even more profitable for Dealers.

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o give to the automotive industry an idea of the economic scenario in which it will have to conduct their business in the immediate future, the economist Ricardo Amorim, Itaú guest speaker, made an analysis of the direction of the Brazilian economy when he participated in the 23rd Fenabrave Congress. He pointed out, to the Dealer, as the best option to seek their differential in selling services, arguing that the bad infrastructure of Brazilian cities will continue helping the industry to sell parts.

Internationally recognized as economist and renowned speaker, Amorim highlighted the fact that the industry has undergone a mega transformation in recent years, with good things and some bad, and must now take care to halt the sharp fall in profit margins, which he recognized depends on the government support in order to successfully direct the national economy. As encouragement, he said the Country is in better shape than the United States when it comes to average fleet age of light vehicles, 11.4 years in the U.S.A. and 8 years in Brazil.

The street demonstrations that have occurred throughout the Country were remembered as a response to dissatisfaction with the neglect that primary industries such as transport, health and education have been relegated in recent years, including when Brazil stood out from the economic point of view. To make matters worse, the uncomfortable situation of being the third in the world ranking in tax burden. “And we are in the first place among the emerging countries in tax burden, which is really heavy in Brazil. Brazilians pays tax of a rich country and receives benefits of a poor country.”

According to Amorim, in order to effectively develop and exonerate the economy it is necessary to attack the red tape, which implies a lot of wasted time and money of Brazilians, and corruption. “We are talking about something around R$ 100 million. With that we could double what is invested in infrastructure,” adding that a better targeting of taxes collected (IPI (excise tax), IOF (tax on financial operations), IR (income tax), etc.) could also help in this task.

When he noted that the former president Lula is certain that changed the whole Brazil, Amorim said that the Chinese people were the ones who have turned the world upside down when they left the countryside and migrated to the cities. The speaker illustrated by comparing the annual consumption of cement of the two nations: 361 kg/per capita in Brazil against 1,600 kg/per capita in China (2011 data). Hundreds of millions of Chinese and Indian poor people eating more and more assured the Country the second place in the chain

Ricardo Amorim

of agribusiness, second only to the United States. “In other words, the opportunities are there, which means that in order to Brazil does not grow we have to strive a lot, but the clock is running.”

The crisis abroad continues to worry. The advances and rebounds of American and European economies and the risk of a Brazilian economy become a torch among emerging countries were highlighted by Amorim, who said he feared for the fate of Germany in elections of September. The United States promoted a flood of dollars around the world, but the speaker believes that Brazil needs to prepare for the invasion Dealer Magazine

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Ricardo Amorim criticized Inovar-Auto and said that Brazil needs to stop distributing kindnesses.

of North-American and companies products, as well as of professionals.

The agribusiness growth is also changing the profile of vehicle buyers, leading to an advance of automotive fleet much larger in the interior than in urban areas. Not to mention the fact that 49 million Brazilians entered the social class in which one purchases vehicles. “We have 57 million Brazilians who want to buy cars. The car price rose, but minimum wage rose much more.”

Amorim believes that the accelerated growth by which the Country went, is due largely to its own people. “But can no longer grow by putting more people to work. It needs to gain productivity. It needs to improve the infrastructure. We grow using the infrastructure that was already there. But now we either invest in infrastructure or growth will be lower. Hence the ‘little GDPs’ that the Country is recording.”

To reverse this situation, the speaker defends production incentives, credit expansion, cost cutting by the government, to put the house in order and not hinder the entry of foreign investment, establishing clear rules for that. Based on data he collected, the Brazilian automotive market is still having a better performance than the market out there and, addressing Fenabrave Congress attendees, said he is certain that 32

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the industry growth will be higher than the Brazilian GDP. Furthermore, Amorim stressed once more that if the Brazilian government does not do its homework, does not tackle the problems that have to be tackled, the past five year growth will hardly repeat itself in the next five years.

About Inovar-Auto program (incentive to technological innovation in the automotive industry), the speaker said it is correct to bring production to Brazil, but the manner provided is wrong. But also expressed concern about am agreement of Europe and United States, which will impose restrictions on the domestic automotive market in a brutal way. Amorim thinks the time has come for the Country stop distributing kindnesses on their agreements in Mercosur, enforce harsh rules and avoid protectionism, which he considers to be always bad for the nation.

Before wrapping up, the speaker warned about the risks surrounding the Chinese growth (real estate bubble burst with consequences in the political system and fall in life expectancy due to pollution). “We have to hope that one or the other takes at least 10 years to happen, because if it happens before that, the problem will be ours also.” And suggested to the presents to create a key differentiator in the service sector “serving well to serve forever.”

Leadership Coaching – reason, heart and soul Understanding people’s tempers can make a difference to sales, recommends José Rafael de Medeiros, HR Consultant for the automotive distribution market.

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eople, increasingly eager for the environment transformation in which they live, seek more than financial results in the companies in which they operate. This is the challenge of the market, deal with the professional of the XXI Century,” warned the CEO of JRM Inovação Empresarial, José Rafael de Medeiros, during the round of workshops held at the 23rd Fenabrave Congress.

For the Consultant, who coordinated the thematic “Leadership Coaching – Reason, Heart and Soul”, insofar people evolved with the waves of changes in the world, progress reflections in agriculture, industry, information technology and talent, companies moral values were being sliced, the competences were defined and employees’ and employers’ dreams valued. “The here and now are action plans. Planning is a long-term work,” advised the Consultant. “A training to be assimilated needs to be applied six times, in different formats,” he said.

The Consultant’s basic idea, during the event, was to expand the managers’ knowledge regarding the resumption of the importance of employees’ aspirations, the redemption

to the valuation of peoples’ dreams and the relationship with work. “It takes sensitivity to deal with people and leverage talents,” he said, reinforcing the thought that the intellectual capital of the company is not in machines but in people.

According to the expert, another point to be observed by managers is the investment in self-knowledge and observation of the company employees and the own clients.

“Understanding peoples’ tempers can make a difference to sales. The self-knowledge favors self-esteem and self-control.”

The speech, one of the busiest among all workshops, very motivational, put dealerships senior managers to sing. The dynamics caused the participants to reflect on their current strategies or lack of them. It made them remind the profiles and attitudes of staff at the counter, the administration and the summit of society. He made people laugh a lot and gave the right message. “Pay attention to people.”

The speech was also marked by the recommendation to companies to value and encourage employees’ spirituality, which would strengthen aspects and characteristics such as intuition, reason and sensibility as skills to be used in the workplace, when detected among professionals.

José Rafael de Medeiros

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Corporate management and succession. The Canopus example!

Company gathers group of specialists in Governance and Law to advance the succession plan.

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anopus Companies, a conglomerate of 34 companies, with operations in 27 cities in eight states, besides the Federal District, gets ready once more for a lot of work that will transform the lives of the family and the generations to come. For this, it is acting strongly for a well-structured succession process.

The information é from Marcos Roberto Cruz, Group CEO, who before an audience filled with owners and senior executives of the vehicle distribution industry in Brazil shared his experience as the leader of the succession planning process, which requires professionalism, dedication and engagement.

The executive told the history of Canopus conglomerate formation, revealing, visibly moved, the family entrepreneurial characteristic, which began with his grandparents, through his parents, among many setbacks, won several financial challenges until constituting the first company and achieving a sound business – now with the involvement and support of his children.

Marcos Cruz (by the table, the third from left to right), told, alongside his team, Canopus trajectory, and showed how Dealers can conduct the succession.

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According to the executive, one of the first challenges of succession planning process was to understand, very clearly, that the first generation of a company has dreams and worries about their livelihood, the others must have identified goals and interests, which can be their own business or the assets.

For that, he brought together and hired a team of experts in succession planning, focusing on Governance, and involving areas of the Law such as Family, Corporate and Tax, for the development of a work plan. It was established, therefore, a partnership with the MSCI Governança e Estratégia, with direct service by the CEO Fernando Curado, who also attended the speech alongside legal experts, among them the lawyer Maria Cibele Crepaldi Affonso dos Santos, from the Siqueira Castro Advogados firm Among the many priorities, according to Cruz, the planning has proven vital to define the assets and the family concerns. The importance deserved by the project is even stronger when we think about avoiding judicial disputes and

A theater play at the end of the speech showed the differences between well and poorly planned successions.

even a long litigation process. It also proposes to preserve the union among family members, strengthen and perpetuate the business. Also important in relation to the tax convenience, which should be observed by the groups in similar processes.

Important learning of succession planning process occur at Canopus with the organization of work committees among family members and partners, emphasis on educational and professional formation of the executives who should take over the business, heirs’ experience in the family business, heirs’ experience in market companies for accumulation of experiences of other corporate environments. All this also goes through the engagement and the actual heirs’ interests and objectives, and the understanding of societies that go beyond the family members, with the institution of ethical and conduct codes, defining policies among the related parties to establish the business operating administrators. “It is a multidisciplinary work aiming to ensure equity and continuity of this family business, Improving existing societies or creating

new societies to adapt the model defined by the family. It all aims to mitigate risks,” said the lawyer Maria Cibele Crepaldi Affonso dos Santos.

The speech ended with a theatrical play that contextualized, quite playful, the differences between well and poorly planned successions. The audience was thrilled with the entrance of a coffin onstage, simulating a funeral procession of a dealership owner, continuing the dramatization of the mandatory succession.

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History of success in a defiant market Alternative fuels to oil and alternative sources of profitability to the new car sales are seen as the world challenges for the automotive market. The evaluation was made by the President of the Association, which represents Peruvian Dealers, in an international speech.

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he President for AAP – Asociación Automotriz del Peru, Edwin Derteano Dyer, held an international workshop on August 8 on the theme “History of Success in a Defiant Market”. The representative of the association, which gathers Peruvian Dealers, said the world automotive market has gone through several changes throughout its trajectory. “The market is constantly changing.

Chain have existed for over 100 years, they are no longer mere companies that only sell vehicles. They are much more than that,” said the leader.

According to Dyer, Dealers play an important role in society by assisting in the transport of the population, carrying out a social work vital for mobility. “In addition to providing a chance for people move around, we have an important work to maintain mobility through our repair shops. We provide renovation and maintenance services to the vehicle park.

Transport is development!,” he says.

During his speech, the President of AAP presented the evolution of automobiles over the years, from early conception through first assembly line, of Ford, through the ascension of Detroit, which ended being the largest industrial park vehicles worldwide. “In the ‘50s, Detroit was responsible for the manufacture of more than 45% of the cars produced in the world,” Dyer recalls.

The market has had to adapt to changes. An example presented by the speaker was the finding that the world oil reserves had expiration date to deplete. According to him, between the decades of 90 and 2000, world oil consumption was increasing, reaching 86 million barrels per day. “With the estimated end of oil, the industry has had to adapt and start producing vehicles that move about by means of alternative fuels. This will contribute to reducing the use of oil, which

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Edwin Derteano Dyer

is expected to reach 2025 with a daily consumption of 55 million barrels per day,” he says.

According to the speaker, the changes will cause the market to be constantly changing, however, will have a tendency to market products increasingly similar. “Vehicles today are very similar. Differences are small, including financial.

Thus, the Chain must adapt and work better with other products, such as F&I and second-hand vehicles,” warned him, adding that the technology used in the new models reduces maintenance and, consequently, tends to decrease Chain profitability with repair shop services. “We need to be alert to changes and take measures to cover this financial loss,” he concludes.

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Trends and prospects for retail There is no exact formula to get it right in retail, but according to Maurício Morgado it is possible to identify where the segment goes.

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nsurprisingly retail is a sector that is in a constant process of change. Especially in a time when social networks, mobiles and tablets revolutionize, each week, the process of consumers purchasing.

Despite this environment seems somewhat confusing at first glance, a closer look identifies where the segment goes. “In our surveys, we identified 14 responses from retail,” said Maurício Morgado, Consultant at Getúlio Vargas Foundation, who presented the theme “Trends and perspectives for retail”, on August 8.

Using examples of successful retailers, Morgado tried to trace the updated profile of the Brazilian consumer. According to him, today consumer is a person concerned with the health and sustainability issues, who favors convenience in their purchasing process and who proves to be quite informed about the product they want to purchase. Furthermore, it is a consumer whose average age is increasing, due to the aging process of the Brazilian population in recent years, and who has raised their level of demand for service, price and quality – especially among buyers of the new middle class.

To meet such demand, Morgado mentioned several alternatives, such as the exclusive focus on price reduction, hyper segmentation or bet on the marketing of exclusive, high-end luxury goods. However, the Consultant devoted special attention to multichannel retailing – or its evolution, now christened omni-channel, in which companies should seek almost the omnipresence in the exposure to consumers, with special attention to technological tools as a means of conversion into new businesses. As an example, he mentioned the advertising launch of Mercedes-Benz A-Class for the Internet, which used the song “Ah Lelek lek lek lek”, a quite popular appealing song by Mc Federado and the Lelek’s, in a car which price easily surpasses the barrier of R$ 100,000 and which make is synonymous with sophistication.

In just 36 hours after its launch, the video has already surpassed one million views. “This caused a huge discussion in social networks, people who had hated, but many liked it.

And companies have to prepare for this repercussion. Omini-channel presumes that,” said Morgado, noting that the consumer is more mature in Internet transactions. “People have learned to buy online.” According to the Consultant, consumers already hit the stores knowing much about the product specifications they want to buy (and the competi-

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tors’), which requires greater preparation and transparency from companies in trading.

Another point that Morgado has devoted attention was as to the need to work on the process of shopping experience. “In general, we Brazilians are very Cartesians in the set-up of stores,” he said, mentioning companies of other countries, especially the U. S. stores, as a reference on the subject. An example, according to him, is the shopping experience promoted by Tesla Motors, electric cars manufacturer. In the showroom, the consumer has access to a dismantled vehicle, where one can check the positioning of the batteries. If you have scheduled a test drive, the person goes to the site parking lot, where there is a battery recharging station and learns how the process works before driving the car. Although simples, the shopping experience of the company gives a hint of how the person will live it in practice. “Consumers seek more than a store,” concluded Morgado.

Maurício Morgado

Lee Harkins

Twenty Group presents the best practices in services For Lee Harkins, profiting is not increase prices, but retain clients. For the Chairman and CEO of M5 Management Services Inc., sustained profitability requires focus on productivity in the service sector and constant work in client’s retention.

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ou will not keep profits in the long run if you cannot keep your clients coming back to the dealership. Profit is not to increase prices, which anyone can do, but work in customer retention. This was the starting point of the speech “Twenty Group: best practices in services”, delivered on August 8 by Lee Harkins, Chairman and CEO of M5 Management Services. In the presentation, Harkins, whose customers’ portfolio have dealers of the largest assemblers in the world, highlighted the resellers’ service area potential and stated: “his technicians can bring more money than his salespeople.”

To get the most out of the sector, however, the executive defends, as necessary, a lot of professionalism and even perhaps a reorganization of the service department, with special focus on the increase of technicians’ productivity and on the reduction of operating costs. “There is always some way to reduce expenses,” he said, advocating the adoption of working hours fixed tariffs. In this system, services are budgeted and technicians paid according to a table of hours to perform the repairs.

In practice, if a repair is estimated in three hours of work, but the technician can perform it in two and a half hours, for example, the dealership charges the full three hours and, according to a commissioning and incentive plan, compensate the professional accordingly. Thus, it is possible to compensate the more productive technicians with the payment of more hours of service without they

necessarily are required to comply with extra hours beyond their regular workday. “If you produce more hours, you will more money,” said the speaker.

Harkins, however, said that in order the system works at its fullest it is important to work with individual goals and create a plan of financial incentives, including commissions, awards and bonuses for results achieved. “With that, you keep them focused. Also, there is no point only charge. It is necessary to establish goals,” said defending that the payment based on the individual effort generates a significant increase in productivity and, consequently, of invoicing in the department. “Always expect more than what your employees deliver,” he said.

Another point addressed in the presentation is the very transformation of the vehicle distribution business in recent years, which has worked with margins increasingly tighter and faced a large increase in competition, which compels the Dealer to seek other forms of profitability. “I think those who underestimate the service department and treat it as a necessary evil do not know the potential of profitability in this area,” said Harkins.

Finally, the speaker used his experience as a Consultant to emphasize something that might end up going unnoticed at times of business transformation, as currently: the attention that Dealers must have in customer service, which, according to him, should be the sole focus of the business. “In my view, consumers retention is to win the right to serve them a second time, based on the quality of service we provide in the first.”

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Technology in favor of management Programs capable to offer an integrated solution in dealership management can make a difference in the business operation.

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ne of the assumptions of the companies managers, in any industry and anywhere in the world, is that you need to have the data and figures of the business at hand to ease decision-making. The problem is that it is expensive to set up a specific department to compile this information, besides being laborious and, many times, time consuming, for the team to create a plethora of efficiency reports. In this scenario, the solution, according to Roberto Fontes Philippi, Smart Dealer Soluções em Software, may be the adoption of an automated program of dealership management.

Philippi, who is also a Fiat dealer in Southern Brazil, presented the speech “The new management tools”, on August 8, during which he gave a glimpse of how technology can help dealers to run their businesses. Among the resources of the program developed by his company are items such as inventory control, employees’ efficiency indicators, F&I performance reports, documents manager that prepares contracts and powers of attorney automatically, and even the automatic sending of messages via mobile to employees who hit their goals. “The technology in favor of management is already a reality for dealerships,” he said.

In inventory management, for instance, the system is able to update automatically not only the supply of vehicles on the dealership site but also on third party online classifieds, such as Web Motors and iCarrros. In practice, when the sale of a certain car is completed and recorded in the system, the program itself, according to the information recorded in the database, is in charge of taking the vehicle off the list of virtual offers, preventing consumers to go to the dealership after a car that was already sold, and increasing staff productivity, who does not need to update the ads manually.

Another interesting point is the ease of access to productivity rates of each one of the company employees. In just a couple of clicks, it is possible, for instance, access the entire history of transactions made by a particular salesperson in several periods and compare the performance with his/her colleagues of same area – even to know what was the margin of contribution made by each professional. “This makes it easier when we need to dismiss an employee, as by showing the figures we can make him/her understand the low productivity and avoid a labor problem,” said the speaker.

With so many features, it is also possible to parameterize

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the system to send text messages automatically to mobiles congratulating those employees who hit their goals, which works as a permanent incentive to the team. Furthermore, based on the F&I rates, such as numbers and average term of financed sales, for instance, it is possible to know what are the best ways of working advertising in the dealership region, creating, according to the report information, offers focusing on the cash price or the amount of the installment.

“With this system, I no longer have to ask the information technology department for data. I simply work the information I have.”

Roberto Fontes Philippi

Internet influence on car purchase Out of every three cars sold, at least one sale went through an engine search, according to the Officer of Google, Thiago Machado, who indicates to Dealers how to improve their business through online channels.

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he Internet is already the third media with the greatest influence on the purchase of a new car. That is what guarantees the Business Officer for the Automotive Industry of Google Brazil, Thiago Machado, who participated in the 23rd Fenabrave Congress, showing the growing importance of the online media for the current automotive consumer public and the ease to use this tool to monetize investments in the industry.

Seventy percent of those who intend to buy a car have access and use the Internet to make a decision. It is possible and advisable to improve the service of the dealerships through online channels, and the YouTube is an important addition to TV campaigns. The Business Administrator, who is with Google since 2008, also shows, as a source of traffic to the stores, the presence of the Dealer in the network as it is the time that people make their first search for a new car.

According to Machado, the number of connected people already reaches 100 million, that is, half of the population of Brazil, and estimate is that this number will rise to 123 million by 2017. In addition, there are more than 412 million devices connected to the Internet, including tablets, smartphones, mobiles, laptops and computers throughout the day.

Out of the R$ 45 billion invested in advertising in the media, 13% already go to the Internet.

The search tool of Google partners indicates that the TV still influences the sale of new cars in 96%, followed by the radio stations in 76% and the Internet in 70%. “The buyer acquired a new behavior, as they navigate in various Internet platforms before going to a dealership. They compare prices, vehicle characteristics, financing and only then choose a dealership to go.”

Ninety-five percent is the total of people who use online sources for Information before leaving for a purchase, and 55% use these sources to choose and locate a dealership. Still according to the survey, 56% use search engines, 53% enter the assembler site and 49% in the dealership site. “We work a lot with the assemblers to follow up all this process to the end and see that all this flow for investments are increasingly effective.”

Out of every three cars sold, at least one sale went through a search tool. According to Machado, until last March, the evolution of automotive searches experienced a growth of 377%, considered the last five years. The Internet has also made consumers broaden their options. If before they fixed their intention to purchase in two alternatives, now they make comparisons with six different cars. In the research presented, 87% already have some idea of the make and model, while 63% start the process with a specific model in mind.

According to the speaker, in the United States, out of 10 people, eight buy a make different from the one they began the search, which is the same with tablets (44% used in the purchase process) and smartphones (62%). The fact is that 90% of those who turn to the Internet try to contact dealerships during the purchase process, and 67% visit two or more dealerships. “Three is the average number of dealerships visited, either because of the Internet or because of the traffic.”

The importance of taking advantage of all the digital world potential is highlighted by Machado also for the generation of encouragement and interest it provides. The speaker argues that 10 billion videos are viewed per month and 84% of the public are over 18 years old. And Brazil is the country that consumes the most online videos in Latin America.

The YouTube presents itself as the consumer second search tool, increasing the reach of TV campaigns. “And the great advantage of YouTube is that it is only counted if someone actually sees the video. Now, on TV there is an estimate of the audience, as we cannot know if the person was really seeing the advertisement or doing something else when the advertising piece was aired.

The Officer also said that Google has developed a great effort to facilitate the use of Internet tools, producing partner certification programs. At last, Machado compared online search to a digital self, emphasizing that the consumer’s interest never “closes”, taking place during the 24 hours of the day, unlike the stores that open during specific hours.

Thiago Machado

Dealer Maagazine

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Do you know how to lead?

More than just to be a boss, leading is to make a group of people work as a team and generate the desired results for the company. For that, a leader must possess skills, qualities and be willing to face new challenges.

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o obtain a good result, the Dealer must be constantly updating in order to expand their business, leverage sales and know to manage well a work team. Good leadership is a key part for an efficient management system, organization success and professional success. To help update the attendees, the writer, automotive industry Consultant, specialist in business management and leadership training, Wilson Britto, gave a speech inspired in his book Kathmandu, about “Natural Leadership, the Invisible Leadership”, during the 23rd Fenabrave Congress.

Britto began his speech warning about the concern with the topic of leadership, alerting executives about management techniques, absolutely necessary for success. “The challenge of leadership is to create a strategic internal harmony in a chaotic external environment, a volatile economy, rapid technological obsolescence, and turbulent competition, social and political conditions in continuous oscillation. The determination of success or failure of a leadership is not the possession or lack of know-how. The decisive variables are their beliefs and attitudes,” he explained.

According to the speaker, leadership is one of the topics discussed and least understood. For leadership to happen, according to Britto, changes are necessary as well as strategies and people to lead. A leader must have a specific profile, to know what is his/her role and have a leadership style.

“Managers and leaders are people of genres, motivations, personal history and way of thinking distinct. The correct would be recognizing that the management culture differs from the entrepreneurial culture that flourishes when a leader emerges,” he said.

For the specialist, the leader is a strategic agent within the organization. In large part, it depends on him the good results and business growth. Britto teaches that the candidate should study and get prepared. “Not everyone who knows how to command is a good leader. We cannot expect from a person something that is not compatible with their profile. A leader has to be active and not reactive. A leader operates on a high level of risk. The essence of leadership is to promote changes,” the writer explains.

The speaker oriented about the importance of the Dealer be attentive when choosing an employee to occupy a given position of leadership. “The Dealer should be aware that not always a good seller will be a good leader. Sometimes we insist

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on letting that excellent salesperson as a leader and we end up taking the risk of losing a good salesperson and getting a lousy manager,” he said. According to him, the distinction of occupations is important for the company results. “A manager works for necessity, a leader for visions. A leader must have the will to power, as the will is all that sharpens growth and that serves to all areas of our lives.”

For Britto, a leader is already born with some characteristics. “The will to power comes from birth, he/she is born with a seed and sows this desire, making, thus germinate the power of leadership. A leader also has some characteristics such as talent, character, fortune, that is, luck. However, as the example of a good musician who needs to perfect this gift and ability, a good leader must know how to sell, negotiate, lead and to do a bit of everything,” he added.

At the end of his speech, Britto advised Dealers to recognize and commend the leader’s work at the company. “The best compliment a leadership can get is to be recognized by their followers,” he concluded.

Wilson Britto

Facebook is a business not just social media A new way of relating to our friends and selecting news that interest us, Facebook has not changed people, but went on to make our lives and our work easier.

F

acebook is one of the protagonists among the social networks that have transformed the Internet in one of the most important means for the decision to purchase a car. Unveil the pathways that lead to learning how to use this channel to improve the performance of the business is what motivated participants to attend the speech

by Fabrício Proti, Business Officer of Facebook Brazil, during Fenabrave Congress.

And the first challenge posed by the executive was looking at Facebook as a business, not as social media. Figures show an impressive penetration. About 76 million users in Brazil use the channel as an extension of their social lives. Most are in the range of 18 to 34 years, 62% of them by accessing from mobile phones or mobile devices and an average of 262 friends. Per month, they are connected for a period longer than 12 hours. In the world, users have already reached the figure of 1.11 billion of monthly active, an increase of 23% compared to the first quarter of last year.

After the major TV networks, Facebook is the sixth media in reach, and 40% access the web while watching their favorite TV shows. “Facebook has revolutionized the way we relate to our friends and we access the news,” explains Fabrício Proti.

As the volume of production of Internet content is much larger than the human ability to process this information, Facebook has become an environment in which people known organize references of news relevant to the user. “People have not changed, just the simple technology started to make our lives and our work easier,” assesses the executive.

Once it is clear that Facebook is not just a network of contacts, the participants of Fenabrave Congress really wanted to know how to take ownership of this promising market and improve the way of adapting to these networks, seeking to improve sales performance and in their products based on popular opinion.

The main fact to recognize is that the Internet has changed the decision making process on car purchase. If the choice has become more complex, increasing the options of choice, people whose opinions are relevant to the consumer are on Facebook.

According to Fabrício Porti, over 97% people who accessed the portals of Fiat, BMW and JAC, over a period of 30 days, were also in Facebook. This finding prompted the makes to contact their public via social media, bringing them into dialogue and knowing the life phase of that customer.

One way to do this is by contacting fanpage. In it, the company takes content to the social network. By placing an image of the company, an action by the users who liked it and shared the page can generate immediate indicators of acceptance of the advertisement. “These real people commenting and generating leads (contacts that the company receives), which generates traffic on the company website, proximity to potential clients when buying and, especially, more business,” explains Fabrício.

Facebook also allows a segmentation of the target public according to place of residence, interests, age and social class, reaching 91% accuracy to hit the target. “The brand has to put relevant content associated with important moments of people, their families and friends,” assesses Fabrício Porti.

Through this contact, the goal is to generate traffic towards your website and sales. At the same time, the company strengthens the loyalty process when it talks to people who matter to their business.

Fabrício Porti suggests the creation of specific campaigns for the Facebook and availability of qualified personnel to capture and distribute the contact within the company. In his opinion, Facebook should be considered as a business tool that generates results for the automotive industry, since the launch of a new product to their ratings and sales.

Fabrício Proti

GEneRAL

Governance also for small companies Despite being more common in large companies, Marcelo Prado states that governance can perfectly suit smaller companies.

I

ndispensable in large companies, the corporate governance principles can indeed be adopted by smaller companies, such as a number of family businesses of Brazilian retail, including vehicle distributors. “In fact, governance is compatible with any company size. And today, our business maintenance requires a lot of professionalism and management,” said Marcelo Prado, Founding Partner of MPrado Consultoria Empresarial, who presented alongside Wanderson Rodrigues da Silva, one of the consultants of the company, a speech “Challenges of Corporate Governance in automotive retail,” on August 9.

According to Prado, the first challenge that entrepreneurs must face is the transparency in business, one of the pillars of corporate governance. That is because it is not common for family businesses or a business with few partners to disclose income statements, such as net profit, for example. If on one hand the initiative can create a climate of trust among employees and management because of the good communication, some entrepreneurs feel uncomfortable to disclose such information to the public, which, in the opinion of Prado, makes little sense, since it is very difficult to keep such figures confidential. “Today, the system (employees, partners, suppliers) know everything,” he said.

Besides transparency, Prado e Silva addressed themes such as the importance of creating an administrative council and entering into a clear corporate agreement that includes several

issues, such as members’ participation in other companies, succession planning, accountability and admission of new partners. The consultants said that governance implementation could take about two years to run. “But it is important to remember that governance is not a destination, but a process. It takes discipline and willingness to make things really happen,” emphasized Silva.

Benefits – If it seems laborious develop corporate governance policies, the practices, if well implemented, can prevent future problems, such as wear among partners and divergences about investment and expansion plans, for example. “With governance, stress decreases. It works as a preventive process of future problems,” said Prado.

Another extremely beneficial effect on the adoption of a corporate governance policy is the reflection of price practices in the company market. To exemplify this, Prado mentioned a study on the variation of value of companies working with the best governance indicators in Brazil compared with the Bovespa index between 2009 and 2013. In this period, the stock market rose 127%, while the companies with governance rose 196% in the average market value. Furthermore, interest rates and borrowing capacity may record significant improvements. “We had a client who managed to extend their credit limit to R$ 60 million with governance from R$ 4 million,” said Silva.

Test the level of governance of your company

Wanderson Rodrigues

On the website of MPrado Consultoria Empresarial (www.mpradogc.com.br) there is a test of corporate governance level assessment available. To accomplish it, simply fill in the corporate data. The test is free.

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Dealer Maagazine

GEneRAL

Dealership: a new business At the roundtable, which summarized the main points debated at the 23rd Fenabrave Congress, was presented a dealership model vision that consumers will have available in the near future.

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iscussions around a new model of vehicle distribution with alternative changes that dealerships are faced to suit to current economic scenario in Brazil, was the strongest point of the last roundtable at the 23rd Fenabrave Congress. Among the raised possibilities, highlight to stores that are more compact, computerized and prepared to loyal customers.

The meeting that gathered the Chairman of Fenabrave Deliberative Council Chairman and Fenabrave Officer, Flavio Meneghetti, CEO of Pedragon Group, José Henrique Figueiredo, Officer of Ford, Jorge Chear Neto, and the Officer of Honda Automóveis do Brasil, Roberto Y. Akiyama, had the Journalist and Economist Denise Campos de Toledo as moderator. According to the Congress Thematic Coordinator, Valdner Papa, the roundtable is strategically important to do a concentrated summary of the key points discussed throughout the event.

Before moving on to the participants’ questions, Denise made a quick summary of the economic situation in Brazil, highlighting the many uncertainties that require entrepreneurs in general change strategies to achieve a better situation.

The high production costs that increase the industrial area, the fall of investments in the Country, the loss of strength in consumption, reduced consumer confidence and the lending restrictions for fear of default were some of the issues mentioned.

The possibility of the Gross Domestic Product (GDP) remain below 2% was one of the points presented as one of the fundamentals for the population pessimism, arising from the discovery of a lot of waste caused by misguided measures,

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rules changes and fluctuations of the economic policy. In this sense, the market of cars and light commercial vehicles that had an initial forecast of 3.5% growth, it is now expected to be 1% at best. In this area, the average inventories reached between 45 and 48 days of sales in July, which is a very lousy balance, according to Denise. Without government incentives, assemblers have also reduced the production volume by 2.7% in July compared to June, when it had already occurred a fall of 7.8% against the previous month.

For the reasons stated by Denise, it is explained why some speakers have recommended to Dealers to focus their business on aftermarket, looking carefully to the new tools, especially on the Internet, so as not to reduce the weight of their commercial participation. The moderator suggested that Dealers with problems (mainly cars and motorcycles) also looked closely at the path followed successfully by the trucking industry. “This market is experiencing a great phase, with aftermarket absorption degree over 100%.” To the motorcycle market, she indicated a better use of services and parts.

Fenabrave Chairman acknowledges the difficulties faced

by Dealers to deal with new technologies, exemplifying the fact that people use only 1% of what the smartphones allow.

“The client who comes to our showrooms have been through a website. This requires different attitudes. The salesperson profile must adapt to this new reality,” stated Meneghetti, who also highlighted the need for dealerships have their own website, created by those who understand the subject, linked to other sites and prepared to give rapid responses required by the consumer. Fenabrave Chairman also said

Focus on the consumer, Internet and aftersales is part of the new profile of a dealership.

that Dealer’s presence in the social networks is inexorable.

He argued that 85% of people coming to a dealership have already gone through websites. “Today, Google is a great dealership traffic feeder.”

Asked about how to act in the off-season, Ford Officer, Jorge Chear, indicated the product renewal as vital for a Distribution Chain survival. “You have to really touch the consumer’s heart.” According to Chear, companies are engaged in that, but their great challenge is to cope with the high costs involved in these projects, somewhere between US$ 800 million and US$ 1 billion. “And everything must be done very quickly, because in two or three years the client already wants new things,” said the Officer of Ford.

As the only control the distributor can actually have is on their own costs, Chear argued that he may anticipate possible crisis, keeping well operationalized and taking agile actions, not to mention additional revenues for the good care of clients and employees’ training, acting to prevent their capital from going down in the drain.

About the trend of an increase in vehicle warranty period, Honda Officer, Roberto Akiyama said that it can occur, but that it is really important that the client make sure when purchasing that they will be able to make its maintenance correctly. He also defended an open dialogue between assembler and Dealer, as he understands that talking with the client the distributor can assist manufacturers to improve their products. Akiyama recalled that the Country has circulating vehicles that are more than 15 years old. “When the client decides to change cars, the resale value is going to say, truly, what is the warranty of that product,” he summarized.

The challenge of ensuring client’s loyalty, according to Pedragon Group CEO, José Henrique Figueiredo, is directly related to an efficient management. “That is what will separate the dead from the living.” As the key to the process is the relationship with the consumer, he also prioritizes the

measurements, including retention and client’s satisfaction ratios (IRC and ISC). He highlighted the sales process as something that ends when the vehicle is delivered in the conditions specified by the salesperson before the business closing. “The idea is not to create false expectations. Hence also defend the use of ratios that reflect the performances of the teams, who must be trained not to lie.” Figueiredo also suggested maintaining at least two good mechanics to provide services and ensure the clients’ return.

For Akiyama, loyalty implies maintaining focus on the client, ensuring them all comfort and satisfaction. “Our main competitors are our consumers’ heads. If the client is loyal to the make that you operate is already a key point.”

Regarding the distributor format, which is not changed in years, Chear foresees a trend of smaller places, compact, closer to consumers and always relating to the turnover it generates.

The executive understands that the assembler should not let this issue only in the dealership’s hands and could afford the initial business structure. According to Figueiredo, in London, the dealership store belongs to the assembler.

Asked about the urban mobility and the environment, Meneghetti said it is a complex matter of hard solution, since traffic congestion is already a national phenomenon during peak hours. The vehicle fleet has grown, but the infrastructure of large cities is the same as thirty years ago.

The Chairman of Fenabrave complained for people blaming manufacturers, sellers and even consumers, citing the case of some cities as Londrina (PR), in which council members require dealerships to plant one tree per each vehicle sold.

Not to turn the villain of the story he said that Fenabrave formed a group of studies to define the final destination of pollutant disposal (filter, lubricating oil, etc.). Plus a partnership of Fenabrave with the Ministry of Cities will enable dealerships to distribute to clients a brochure about steering and traffic safety to reduce mortality on the streets of major Brazilian cities.

Dealer Maagazine

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Keynote Speech

Innovation with Social Networking, Entrepreneurship and Results Innovation is the foundation of entrepreneurship, changing processes and creativity, says the Principal Investigator of C.E.S.A.R., Silvio Meira, in the Keynote Speech that wrapped up the 23rd Fenabrave Congress.

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wner of a lengthy resume and an unmatched charisma, Silvio Meira, doctor of computing, took over the task of wrapping up the main Congress of the Vehicle Distribution Industry in the Country, talking about networking, entrepreneurship, and innovation in the digital era. The packed auditorium until the end proved the public approval.

“Innovation is the foundation of entrepreneurship, of the processes of change and creativity. Every entrepreneur, by definition, is changing the world around them, then, to innovate we must think out of the box, outside the comfort zone and not be afraid to take chances,” provoked Silvio Meira, in the opening of his speech. For him, “innovation is any change that truly modifies the competitive capacity of companies.”

According to the speaker, “out of the box” fits in a process of change that is present in 6Fs: foundations, formats, functionalities, flexibility, facility and future. With this explanation, he encouraged Dealers to flee from the same procedures and always seek innovation. “The 6Fs are essential elements of any process of change, creation and innovation,” he said.

Meira presented the attendees an overview of the formation of social networks in the world, highlighting that the network effective novelty occurred only from the moment they began to be online, in 1999 in Korea. “The novelty, in terms of social networks, has been magnified by online systems, which measure social interaction, beyond what we could do in person, in the past. The difference today is in the speed and complexity of spreading information and change behaviors,” explained the specialist.

Meira also spoke about the reflection of the cultural changes, which are coming from people’s behavioral changes, which exist in networks only. “As we are changing the way society articulates in network, the culture is changing,” he noted.

Such changes, effective throughout the world, in the lives of people and in the labor market, should happen, according to him, the next 30 to 50 years, depending on the massive presence of mobile social networking.

“Today, 70% of Brazilians, who were born after 1985, spend seven hours a day connected to the network, even when they are working. So, there is no alternative but to turn this behavior in corporate culture,” the specialist advised.

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Silvio Meira

Silvio Meira graduated in Electronic Engineering from the Technological Institute of Aeronautics, ITA, specialized in Computing. He holds an MA in Computer Science from the Federal University of Pernambuco, and Ph.D. in Computer Science from the University of Kent at Canterbury, England. He has dozens of important credentials, including Full Professor of Software Engineering at the Center of Informatics of the Federal University of Pernambuco (UFPE), Principal Investigator at C.E.S.A.R., private innovation center that uses advanced engineering information in Technologies of Information and Communication (TICs) to solve complex problems for companies and industries of several industries, and is also Chairman of the Board of Directors of PORTO DIGITAL.

Cultural contest awarded attendees with 5 iPads!

Disseminated during the entire event, the Cultural Contest “Your Creativity is Worth an iPad!”, had the participation of over 400 people who deposited their sentences answering the question:“What is the importance of participating in Fenabrave Congress?”

According to the regulation, the authors of the top five sentences, chosen by a judging panel, would win an iPad 3, delivered at the end of the wrapping up Keynote Speech, by Silvio Meira, on Friday, August 9.

Check out the winners and their winning sentences:

Juliana Costa Rubinho

Concessionária Nacional, representative of Volkswagen in Natal/RN.

“Because together we are +!+Communication, + Service, + Sales and + Results!!!”

Ana Carolina Acocella

Assodeere – Brazilian Association of John Deere Distributors, São Paulo

“It is important to attend the Congress because we are closer to our fellow dealers and have the opportunity to see great speakers.”

Polyana Araújo

Belovel, representative of Volkswagen in Caruaru/PE

“Improve knowledge for future challenges.”

Paulo Roberto Reis de Carvalho

Rodac Barra Mansa S/A, representative of Volkswagen in Barra Mansa/RJ.

“Its content is a real wealth of experiences relevant to personal and professional enhancement and to entrepreneurial development.”

Nilson Silva da Costa Junior

Assobrasc – Brazilian Association of Scania Dealers

“Opportunity to transform good practices into actions that generate effective results to our business.”

RÁPIDO E SEGURO. É COMO VOCÊ LIBERA CRÉDITO COM A CETIP HOJE.

www.cetip.com.br

20% do crédito liberado no Brasil é destinado para ajudar o brasileiro a realizar o sonho do novo carro. A Cetip ajuda a acelerar a análise e a aprovação de financiamentos com agilidade e segurança, graças ao Sistema Nacional de Gravames (SNG), base eletrônica integrada que reúne informações sobre restrições financeiras de veículos. Atualizada em tempo real e acessível a agentes financeiros e órgãos de trânsito de todo o país, o SNG leva Eficiência Operacional para todo o mercado, liberando crédito de um jeito simples e seguro, como abrir este cadeado.

Segurança que move o mercado.

Cars and Light Commercial Vehicles

Many more than the sale of new ones Trends in the global automotive market, Internet sales, aftersales and second-hand vehicles. Attendees who accompanied the speeches focused on car and light commercial vehicle market could improve knowledge and return home with more information in the luggage. The challenge now is to implement the best practices and increase profitability, working far beyond selling new cars.

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JD Power Special Seminar VOSS Brazil 2013 survey, prepared by J.D.Power Brazil consultancy and disclosed – with exclusivity – during the Special Seminar held on the first day of the 23rd Fenabrave Congress, awarded the best assemblers and the best products assessed according to car owners’ opinion, who also pointed out the incidence of problems.

T

oyota has achieved, for the third consecutive time, the leadership in the “VOSS Brazil 2013 - Vehicle Ownership Satisfaction StudySM” survey, which measures the new vehicle owners’ satisfaction in Brazil, fourth largest automotive market worldwide. The assessment is geared specifically to the behavior, habits and expectations of new light vehicle consumers.

The announcement was made by Jon Sederstrom, officer of J.D.Power Brazil consultancy, company responsible for the survey, in the first seminar held at the 23rd Fenabrave Congress.

In the ranking of “VOSS Brazil 2013”, which uses a 1,000-point scale, Toyota reached the mark of 816 points, ranking first, while the average ratio of customers’ satisfaction was 733.

The annual study analyzes the experience of ownership of new vehicles (12 to 36 months after purchase) through four measures of satisfaction. In order of importance, they are: cost (with an impact of 42%) – including fuel consumption, insurance value, cost of maintenance and repair – after-sales experience (23%), design and performance (19%), and quality and reliability (16%).

Toyota was followed by Honda, with the mark of 778, recording an excellent performance in three criteria: vehicle quality and reliability, service satisfaction and ownership costs. In the following positions were Hyundai CAOA (771), Nissan (770), Kia (768), Citroen (739), and Chevrolet (735).

Toyota Corolla model received the award in the medium vehicle category, while Fiat Palio Fire came in first in the subcompact car segment; Renault Logan and Volkswagen Voyage ended up drawn between the entrance compact cars, and Volkswagen Polo won as top compact car.

Among all the countries where JD Power publishes this study, the owners in Brazil are more concerned with the cost of owning a vehicle. “This is due to the fact they commit a larger percentage of their income to service the vehicle, such as maintenance, repairs, fuel, taxes and insurance,” explained Jon Sederstrom. The result is that satisfaction with ownership cost is the lowest among the four assessed criteria.

Quality of domestic car – VOSS Brazil 2013 survey has also pointed out the high incidence of problems reported by owners. On average, new car owners reported 352 problems for every 100 units, or 3.52 problems per vehicle. “This

Jon Senderstrom

number is much higher than in other countries in which we conducted the study,” analyzes Jon Sederstrom. In Canada and Germany, they are 2.30 problems per vehicle, while in UK they are 2.04.

For the consultancy officer in Brazil, these numbers can be viewed as an opportunity by dealerships, around the world, as they play a key role in reducing plant problems and guidance for the proper use of the new technological features included in the new models.

The study VOSS Brazil 2013 is based on the evaluation of 8,387 online interviews. The study was conducted between April and June 2013 and includes 73 models of vehicles, nearly twice as many models of VOSS first study conducted in Brazil in 2011.

Dealer Magazine

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Cars and Light Commercial Vehicles

Bridges of loyalty to the client – Investing in client’s loyalty and diversification to increase the profitability of the dealership.

This guidance was offered by Darren Sind, Executive Officer of J.D. Power for Canada and Latin America in the presentation following the disclosure of VOSS Survey.

The executive highlighted the importance of seeking profit potential of the dealership beyond the process of selling new cars. “In Brazil, 65% of profits come from new cars. In the United States, most of the profit comes from after-sales services, 73%, and second-hand cars, 22%,” informed Sind.

According to him, technology also caused a revolution in the relationship of dealerships with clients, which requires the use of the Internet to facilitate the purchase. Technology brings knowledge about the product with greater transparency and thus reduces analysis time and cost. “The social media increases the influence on the consumer and increases people’s involvement in the purchase experience,” adds the executive, who states that this factor has become preponderant in the life cycle analysis of the relationship with the client, which

During J.D. Power Special Seminar, the winning makes of VOSS Brazil 2013 award were known and Toyota was established as the big winner.

arises from the interest for the purchase, goes through the experience of pre-purchase and purchase, until the moment of warranty and after-sales services.

For Sind, “the company challenge is to build bridges to gain profit at every phase of this cycle of relationship with the client.” There are four steps indicated in that direction: generate traffic on the Internet channels, convert traffic into business, invest in the services as a part of the overall sales process and provide superior after-sales experiences. “Surveys show that those dealerships that provide a special after-sales experience have twice the chance to have the client back to a new business,” he adds.

Finally, Darren Sind suggested the adoption of simple performance indicators to be assessed to lead to client’s satisfaction. For him, the entrepreneur must fix the car the first time, talk to the client no more than five minutes after they set foot in the dealership, schedule on the day expected, clean the car before being returned and deliver the vehicle ready on the promised date.

Cars and Light Commercial Vehicles

Internet Presence has become a survival condition The automotive market has an eye on the Internet and the strong impact it represents in the purchasing process of the new consumer called 2.0.

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ealership managers are attentive to all information that may indicate the best way to be adopted to take advantage of the opportunities generated by the Internet in the business composition. They packed the speeches and debates that lightened the subject during the 23rd Fenabrave Congress.

Sylvio Alves de Barros Netto, CEO of iCarros portal, moderated a debate on the importance of the Internet in the automotive segment. The virtual network has an impressive penetration. We are 94 million of users in Brazil, which corresponds to 56% of Brazilians. As consumers, thanks to Internet resources, they are hyper informed, more loyal (they believe more in the testimony of others than in that of the institution), seek unique experiences and are multichannel (access multiple media).

According to the data presented by Danilo Nascimento, Officer of the Segment of Banks, Cards and Retail of Serasa Experience, in the case of automotive websites, the netizens visits prevail in the range of 35 to 44 years, with more than half of traffic flow concentrating in the Southeast.

The information comes from the panel of indicators Experian Hitwise, a tool that evaluates the performance of Internet campaigns, anticipating trends in search and navigation behavior.

Sylvio de Barros

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Jaime Junior

Classified websites receive more than half of the visits.

“The sources of access to the assemblers pages vary: search websites, social networks, classified and portals, which highlights the importance of adopting good strategies for dissemination on the Internet,” says Nascimento. “The presence in these channels is a survival condition,” he adds.

“Today, 90% of consumers who go to the physical store have already searched the Internet, have compared prices and already know what they want,” says Jaime Junior, Commercial Officer of Eurobarra Group, in the debate. In a recent online activity of his company to publicize a big fair, were generated 18,000 visits to the websites, 500 contacts, and 800 emails.

The outcomes were 30 cars sold.

The first important finding of this progressive importance of the channel is the growing migration of investments in advertising on the Internet, but there is still doubt about the best strategy to adopt. “The company must invest with intelligence in advertising on the Internet,” says Danilo Nascimento. “The virtual environment is an ocean that requires a compass, as raw data do not turn into a decision,” explains the Officer for Serasa Experience, for whom the manager must define, among other things, what type of client with whom do you want talk.

On the other hand, we must be aware of the importance of having internal structures prepared to meet the new generated demand and take care efficiently of the relationship with this consumer.

The so-called 2.0 consumer is very different from the lounge client. They are more prepared, even more than the salesperson. Another dilemma is to build a team qualified to handle this new profile of client. “The traditional salesperson does not believe in the Internet. If they are not prepared, the consumer arrives with more information,” explains Jaime Junior. “We have segmented our sales team and provided some staff to serve exclusively Internet clients,” adds the Officer of Eurobarra.

According to the iCarros CEO, half of the contacts is not served. “A clear demonstration that there is a universe of customers that can turn into profits in dealerships,” concluded Sylvio Alves de Barros Netto.

Danilo Nascimento

Marcelo Pizani

Domingos Junior

Trends in the global automotive market Representatives of China, USA and Brazil entities analyzed which direction car sales are taking in several worldwide regions. Fenabrave estimates a growth of 1% in cars and light commercial vehicles in Brazil.

H

eated markets in emerging markets, moving laterally in some developed nations and with growth prospects in key locations in the global economic scenario. At the international roundtable on “Global Automotive Market”, Michael Drury, Chief Economist of MCVean Trading, Charlotte Ye, Officer of China Automobile Dealers Association (Cada), David Westcott, Chairman of National Automobile Dealers Association (Nada), and Flavio Meneghetti, Chairman of Automotive Vehicles Distribution National Federation (Fenabrave), spoke about trends in vehicle sales worldwide and what the market holds for the industry in coming years.

First to speak, Drury contextualized the economic and industrial scenario of some of the major countries in the globe and revealed he hopes that Japan is one of the nations that should lead the economy recovery in the coming months, since the United States still report modest levels of growth. Moreover, in his view, the chaotic scenario experienced in most of Europe, which has recorded several interest rates and high unemployment rates, is worrying. “It is difficult to get worse than it is,” he said, noting, however, that some nations on the continent seem to be immune to the crisis. “Industrial production in Germany, for instance, is near its recent peak.”

Following, Westcott celebrated the fact that North-American dealers have returned to generate profits – even if modest – in the commercialization of automobiles. “Between 2005 and 2010, we had no profit from new vehicle sales. In 2012, we had a return of about US$ 111 per unit,” he said, stating that, in the U.S., Dealers are working, for some time now, with good margins coming from the F&I and services departments. “In mature markets, we have to leverage profitability in these areas,” he argued.

Still distant from that reality, Charlotte Ye said that, contrary to what happens in the U.S., in China 88% of their revenues come from dealerships selling new cars. According to data presented by CADA Officer, the expectation is that this year approximately 20 million new cars will be sold – more than five times the projection for the Brazilian market this year. Because of that, the executive revealed that dealerships still do not work the parts and services areas – and even the second-hand department – the same way the mature markets. “Second-hand car sales at dealerships are still timid in China,” she said.

For Meneghetti, it is important that Brazilian Dealers have contact with what is happening in other markets to seek alternatives to profitability, even in periods when the sale of cars goes through a good moment. “I usually say that the own experience is a pricey teacher. It is better and cheaper to learn from others’ experience,” he said, mentioning the 2009 crisis that caused North-Americans to focus even more on F&I and services. “We have to turn to other departments and become less dependent on new car sales,” he said.

According to the Chairman of Fenabrave, the IPI return in January should make that the last months of 2013 register good sales figures, which, however, will not allow the commercialization of cars and light commercial vehicles stay far above 1% growth compared to last year. The good news comes from the industry of buses and trucks, which should rise 13.4% and 12%, respectively. In addition to the increase in sales, the division is a model to be followed. “Just as in the United States with cars, trucks segment in Brazil covers the entire structure cost only with the after-sales”, said Meneghetti.

Michael Drury, David Westcott, Flavio Meneghetti, Charlotte Ye and Carlos Durnay.

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Cars and Light Commercial Vehicles

Second-hand Market: trends and profitability

Valdner Papa e Jon Lancaster

This work involves the second-hand vehicles, goes through the correct use of the Internet as a business-supporting tool and the U.S. experience reinforces the importance of defining specific processes for this management.

W

ith revenues strongly depending on new car sales, pressured by higher demand, seeing the stock increase and working with tighter margins, dealership executives present at the 23rd Fenabrave Congress received good news: the market of second-hand vehicles is in high and increasingly more competitive and profitable than the new ones. Other elements in this formula are the increased performance in the after-sales and the intense use of the Internet.

Valdner Papa, a consultant specialized in the automotive industry, and Jon Lancaster, a consultant for Lexus of Madison and Lancaster Toyota, analyzed the second-hand market, pointing out new trends and potential of profitability. “In the segment of second-hand, private sales account for 48% of transactions, independent stores for 27%, and dealerships for 25%. Therefore, there is still room to grow,” says Pope.

According to survey presented by the consultant, in the dealerships more dedicated to this segment, stocks have, on average, 31 days. Cars with more than 45 days are only 8%.

This second-hand valuation work requires the right use of the Internet as a business-supporting tool. “As these dealerships use well the virtual network, it contributes to 71% of sales,” says Papa.

At dealerships that concentrate 65% of sales in new vehicles, stocks have 53 days, on average. Units with more than 45 days are 26% and the Internet participates only 27% of the resales.

Dealerships that work more with second-hand vehicles spend less in maintenance check-up, about R$ 450 and have 18 traded cars, on average, per salesperson. For the traditional dealerships, the average spending with maintenance check-up rises to R$ 570 and the volume traded per salesperson drops to eight units per month, on average.

U.S. experience – The recent crisis in the United States has broadened the dealerships focus for the second-hand as a way to obtain new sources of revenue. While in 2009 new

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vehicle sales fell 35%, there was a reduction of only 1% in the sale of second-hand ones. Today, the performance with second-hand vehicles is a reality that can be duplicated in the Brazilian market.

The consultant Jon Lancaster revealed his experience highlighting the global network role in this transition. “The interned changed the panorama of marketing second-hand cars,” he said.

About 70% of the movement generated in the U.S. dealerships is born via Internet advertising. While 22% of the advertising budget is directed to this channel, TV accounts for only 7% of the flow and uses almost 20.1% of the total amount used for advertising.

While a U.S. dealership sells 1.2 second-hand cars for each new car, the profit of second-hand also overcomes the brand new car: 32% to 29% of the dealership gross profit. In this range, it is important not to miss the profit with parts (15%) and mainly with services (22%).

The secret of success necessarily passes by the definition of specific processes for the management of second-hand. For that, it is necessary to have data to manage. “Each must use a demo spreadsheet with actual expenditures. It can even serve as an argument during the negotiations,” said Jon Lancaster.

The consultant expects a return of US$ 0.19 for each US$ 1 invested. “A second-hand vehicle must not stay more than 60 days in the inventory. Vehicles remaining in inventory for over 30 days must account for less than 25% of the inventory and from the 36th day on the price needs to be repositioned below market,” he adds.

Maximum absorption of after-sales The experience of including commercial expenses in the absorption ratio of Saga Group reinforces the importance of increasing revenues in the after-sales and loyal the client through permanent bond.

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he speeches of the 23rd Fenabrave Congress reinforced the importance of increasing the after-sales services revenues and reducing administrative costs within the overall management strategy of dealerships. Alessandro Soldi, Commercial Officer of Saga Group, delivered a speech with the theme “Maximum absorption after-sales,” bringing practical experience in the company, focused on customer loyalty and on the maximization of results.

The reasoning axis is to seek the same level of success in after-sales that is already obtained with sales. For that, the company adopts the service absorption ratio, where the revenue with parts and services must cover administrative expenses. “In our case, in order to make management bolder, we added to the rate the challenge of overcoming the commercial area fixed expenses, to which we refer as the concept of Total Absorption,” said Alessandro Soldi.

The most challenging target served to transform the organization culture, which began to devote significant energy to the after-sales performance. According to the executive, “the action integrated the performance of commercial and administrative areas, and the compensation system has incorporated the Total Absorption Ratio.” The achievement of this overall performance would lead to a hypothetical situation of the organization sustain itself without the sale of any car, with all fixed costs covered by revenue from parts and services.

Alessandro Soldi highlights some initiatives that have been implemented in his company in that direction. It was created a paint shop for minor repairs and the sale of tires, balancing and alignment services. The dealership also began performing hygienization, air conditioning cleaning and full wash. Accessory products easy to install inside and outside began to be offered to clients. “The strategy was a surprise and sort of created a new business, proving to be a great opportunity for the company,” he said.

Other administrative decisions contributed to cost reduction, such as policy definition of parts and accessories. In addition, it was created a body shop and painting to serve the group units. Campaigns and customer service were computerized, which allowed to identify vehicles entitled to Recall and that had not yet executed the service.

Complete and updated registration, warranty complementary services, home delivery and well-trained staff to develop these functions with mastery are the steps to obtain the best performance in the after-sales. Besides maintaining a bond with the buyer, after-sales investment is one of the strategic paths to increase margins and consequently enable the business.

For Alessandro Soldi, the after-sales is an excellent channel of relationship with the client. “It is important to measure the clients’ retention during the warranty period and analyze why they did not come back,” he added.

Alessandro Soldi

Cars and Light Commercial Vehicles

The future of automobile distribution When presenting the Program Das WeltAuto, launched four years ago in Germany and being tested in São Paulo stores, Volkswagen shows that the “Future of Automotive Distribution” can be in generating more added values and maximizing gains with second-hand cars.

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olkswagen is attentive at creating conditions for dealerships change the way they manage the business, decentralizing the basis of profitability arising from new car sales to explore the second-hand vehicle business and after-sales activities.

So, Alexandre Abelleira, National Sales Officer for Volkswagen, who delivered the speech replacing the one that would be held by the CEO of the assembler, Thomas Schmall, announced that in 2014, in Brazil, will implement the program Das WeltAuto of second-hand sales of vehicles in the make Dealerships Chain.

According to the executive, in Brazil, the after-sales represents only 13% of revenues, but contributes to 32% of profits in the industry. “In markets such as Europe, United States, and Japan the service accounts for 18% of revenue and 65% of profits,” explains Abelleira.

The program, launched four years ago in Germany, exists in other European countries and Mexico, and is being tested in São Paulo stores. “More products will be offered in an exclusive area; we will have financial products, warranty, cosmetic restoration, all to generate more added value and maximize earnings with second-hand vehicles,” said Alexandre Abelleira.

The result of this work will be reflected in greater client’s loyalty. The motto of the program reinforces the concept that

Alexandre Abelleira

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the second-hand cars sold in the Chain have a differential of reliability depending on the make warranty. “In after-sales we identify a high potential for having the largest circulating fleet in Brazil, about 16 million vehicles,” says Abelleira. According to him, a client who buys a Volkswagen second-hand car needs to have a relationship with the make.

The main challenges to overcome in order to promote awareness of the Chain around the after-sales focus are the cost of the increasing skilled labor, the complex logistics, real estate valuation in great urban centers and bring a share of consumers, hitherto loyal to independent auto repair shops, to use the make dealership services. “The future of maintenance is in the Chain,” adds Abelleira.

The strength of the make – To stand out in the market, the executive emphasized the importance of having a strong make.

In his opinion, the 60 years of Brazil, celebrated in 2013, confer on Volkswagen identification with the Brazilian public.

The three pillars of the assembler are defined in products, through a complete portfolio, present in almost all segments; processes and systems, reflected in the excellence of after-sales, which starts with the delivery defined in the Customer Full Care Program (ATC); and standardization, through the optimization of spaces at dealerships, smart work flow and better return on investment. Alexandre Abelleira considers essential to have the Chain support to transform this strategy into sales result.

According to the world strategy, “Match 18”, Volkswagen does not want only to be the largest, but also the assembler most responsible, innovative, best employer, with sustainable financial results and leader in customer’s satisfaction. Present in one of the major world markets, Volkswagen of Brazil has fundamental contribution to the achievement of this goal, since the country is the fourth largest in the world in sales and seventh in production.

The assembler expectation is to grow 5% in sales per year until 2017 and increase production by 7.2% in the same period. To achieve these goals, Volkswagen is attentive to the changing of population profile, younger, and expansion of Classes A-B and C, who are seeking products with design, comfort and technology.

Opinion

“This was my first Congress and I enjoyed very much the program as it addressed important issues of the day-to-day of the dealership, such as the need to seek new ways of profitability and how to achieve it. I liked very much the talk show with Vicente Falconi.”

Márcio Barnabé Porto Velho/RN Autovema dealership (Fiat)

“It is interesting to participate in the Congress because it is possible to have contact with people who have other experiences, other view points and get to know solutions that can be adopted in our companies, in addition to the own networking with colleagues and the Chain itself. I found Vicente Falconi’s speech interesting; he spoke about the need to plan and have clear goals in the company and how to motivate your team to achieve these goals.”

“I have already lost track of how many times I attended Fenabrave Congress.

Sure enough were more than 10. In addition, I can say that it is always very interesting. It always generates some impact on our business, i.e., always has something for us to put into practice when we return to our state. This year, for instance, I came particularly interested in discussions on the best procedure for a proper family succession.

And apparently not just me, as in one of the speeches the audience packed in such a way that some friends were left out.”

Manoel Caetano da Silva Aracaju/SE, (Peugeot)

Laura Riedi Cascavel/PR, Fipal (Fiat)

“The information on market trend in the coming years caused the business leaders to reflect. They are of utmost importance and assist in day-to-day management of the company and in dealing with customers.

I found all topics to be interesting, but I highlight those related to profitability, such as the other products in dealerships.”

José Cesário Estriotto Junior Dourados/MS, Honda Endocar

“The event is very good because it points out the changing trends for the coming years. Being here was worth for the information we received. We learned F&I aspects that we do not explore enough and that will be more important in the future. And were addressed aspects of process and people managing that are the basis for the operation success.”

Renato Camargo de Barros Marília/SP, Ogata (Fiat)

“I have followed the event for 10 years and this was one of the richest agendas with simple and didactic language speeches.

The participation adds to those who want to learn and is at the beginning, for entrepreneurs and for the whole team. All comments I heard were very positive.”

Edenete Barbosa Operational Coordinator of Abrare – Brazilian Association of Renault Dealers – São Paulo/SP

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Trucks, Buses and Road Implements

A year of major growth

With expectation of growing more than 12% and closing the year with more than 188,000 vehicles sold, the segments of trucks, buses and road implements were benefited from the crop increase record, coupled with BNDES - Finame falling interest, within the PSI Program.

At the 23rd Fenabrave Congress, matters of interest of Dealers of these segments were debated during the threeday event, through a thematic programming that addressed the financial area, legislation, logistics and after-sales. Check out everything that was debated and good business!

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The path to finance trucks and buses BNDES representative speaks to the possibility of a new PSI edition in 2014 and comments on the need to seek grants to improve the service to the trucks, buses and road implements segments.

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he various credit lines that the National Bank for Economic and Social Development; Brazilian Development Bank (BNDES) makes available to the segments of trucks, buses and road implements were detailed by the Board adviser of Samy Kopit bank in a speech at the 23rd Fenabrave Congress. On occasion, the Economist from Minas Gerais State declared to be interested in studying with Fenabrave the continuity of the Investment Maintenance Program (BNDES PSI) in 2014.

Kopit, who works at the BNDES for 11 years, explained that his participation in the event also aimed to collect subsidies to enhance the investment programs of the company in the area. On the major challenges that the sector is facing, he invited the presents to reflect on issues such as the increasingly difficult urban mobility, especially because the Country, basically, uses surface transportation.

Founded in 1952 as a tool for implementing the Country industrial, infrastructure and foreign trade policies, BNDES is still considered the main source of long-term credit for investments in all segments of the Brazilian economy. “Our goal is to support projects that contribute to the economic and social development of the Country,” highlighted Kopit, after a brief history of the bank performance since the 50s in favor of several segments, steel, energy to exports.

In addition to accelerating the growth of the benefited segments, the bank works to move forward the so-called key-segments or priority segments of the economy with the ultimate goal of improving the quality of life of all Brazilians.

In this sense, Kopit understands that 2013 marks a resumption of growth in the segment of machinery and equipment, tractors and trucks. “Today, 77% of the trucks are financed

by BNDES, while in 2008 this percentage was 50%. That is, the bank is important for the segment that is important for Brazil,” said Kopit.

BNDES disbursements in the segment have contemplated especially small and medium size companies. Bank support is extensive to individuals and corporations, rural producers, independent cargo carriers and micro entrepreneurs to cooperatives or associations, NGOs, OSCIPs (Civil Society Organizations of Public Interest) or foundations. According to the adviser, the minimum requirements to enter the system are being current with tax and social security obligations and not be in credit recovery regime.

Kopit explained step-by-step to obtain the credit, starting with the choice of the accredited financial institution of preference of the person concerned to the transaction approval

Samy Kopit

by BNDES. The speaker joked that the bank support covers just about everything, “from pins to rockets”, and stressed that micro, small and medium sized companies are exempt from financial intermediation fee.

In the case of BNDES Finame, new machinery and pieces of equipment, domestically manufactured and listed on the Manufacturer Computerized Accreditation (CFI) are financed with terms up to 120 months and minimum possible warranty to the own financed equipment. Now, the BNDES PSI, with interest rate of 3.5% per year in this second half of the year covers buses, trucks, tractors, tractor-trailers and trailers, among others, in addition to new machinery and pieces Dealer Magazine

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of equipment. However, for non-electrical road vehicles the interest rate is 4% per year.

Kopit invited Fenabrave to discuss about the PSI continuity in 2014 and the rate in which it will operate. “My opinion, as an Economist, is that we can take a leap in the quality of PSI, creating a new axis of industrial policy, an encouragement to the industry, a beautiful industrial policy for the Country.

BNDES adviser considers crucial Fenabrave role as mediator of the manufacturer and the user on the issue of urban mobility. Reinventing urban spaces is pointed as way out and the removal of old cars from the streets, noting that the current circulating fleet of trucks is more than 30 years.

“There is something between 20,000 to 25,000 trucks. That is, too many trucks. If we created a fleet renewal program, we would have many benefits, such as fuel saving, greater safety and less pollution. It would have to be a State program in favor of the urban mobility.”

Finally, Kopit also highlighted the importance of BNDES Card, which can finance more than 218,000 items, limited to R$ 1 million per issuing bank, guaranteeing fixed installments up to 48 months and interest rate of 0.86% per month. There are now almost 587,000 enabled cards e granting of R$ 33.5 billion in credits. Dealers can use the card as long as allowed by the manufacturer, and the accreditation is done directly in the BNDES portal.

Pros and cons of new driver’s law By creating extra expenses, the Act becomes controversial, but also finds defenders for a few strides, as the related to the preventive program of drugs and alcohol control.

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ct 12,619 of 2012, which regulates the driver profession for trucks, buses and road implements, still raises many questions and complaints. However, for Narciso Figueiroa Junior, legal adviser of the National Association of Cargo Transportation and Logistics (NTC & Logística), it benefits all, being natural an opposite reaction to certain provisions by some segments.

Contrary to the revocation of the new Act, as had been suggested by disgruntled wings, Figueiroa understands that it has a cost that must be passed to the whole society.

Speaking at the 23rd Fenabrave Congress, he argued that traffic accidents occur not only by driver’s fatigue, but also by deficiencies of the roads. “The fact is that the whole issue of logistics operation will undergo changes due to this legislation.”

NTC has promoted three major events to discuss the scope, benefits and consequences of the new legislation.

More than 100 companies and shippers questioned some of its points, complaining, for example, of problems in unloading cargo. Shippers made the biggest complaints about the creation of new costs imposed by law. The construction of silos, storage locations by agribusiness or shipper was indi-

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cated by the specialist as a way out for the new expenses with the truckers.

For the situations companies claim not to be able to comply with, the adviser suggested them an honest dialogue with their clients and unions. He also understand that there is lack of political will to implement the necessary stopping points on the roads, expected for a period of five years, and believes that they should be a reality in less time.

The truck-driver profession regulation was delayed for a period of 20 years, during which the National Congress discussed over two dozen bills. The law, that passed in April last year and came into effect 45 days later, resulted, according to the adviser, from a great understanding of the parties involved, including the Public Attorney’s office. It (the Act) also presents some issues to be regulated, as the driver’s free access to training and professional development programs, or the access to prophylactic, therapeutic and rehabilitative care.

For the adviser, the additional costs caused by the Act are compared with the additional expenses provided by others, inclusive by the Code of Consumer Protection. The Act 12,619 distinguishes between workday (with employment)

and driving time (any driver). “Its main change is the requirement of a reliable control of the driver’s work day by electronic suitable means.”

The limits of the set work days, practically repeat what is established by the Constitution: 44 hours per week / 8 hours a day; daily rest of 11 hours every 24 hours and weekly rest of 35 hours, with a limit of two hours daily of overtime. “An important advance is the provision regarding the program of control of drugs and alcoholic beverage.

I remember that it cannot be used as a punitive measure, or discrimination. The Narciso Figueiroa Junior company has to promote a preventive program beforehand. The Act says that alcoholism is a disease.”

Another novelty refers to the night additional of 20%, between 11PM and 5AM, considering the night hour of 52 minutes. Innovation also in the introduction of waiting time: time that exceeds the journey because the driver has to wait loading or unloading at the shipper or receiver, or for inspecAnuncio Revista Dealer 180x128 mm.pdf

Trava para as gavetas

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tion of goods at customs or fiscal barriers.

This time is entitled to a compensation of 30% over the normal time (only for the hours beyond the normal work), such as the Chilean legislation. “We have warned that there is no distortion of this provision and shall not be confused with time of rest and nor with overtime.”

The Act also addresses long-distance travels, i.e., for more than 24 hours off base, where the driver cannot drive for more than four hours uninterrupted.

“The Act does not define the rest time, but we understand that a minimum of 10 minutes is reasonable.” According to Figueiroa, the Act regulates, among other items, the driver’s overnight stay in the vehicle and the rotation of double drivers (mandatory for live cargo and perishable), and prohibits the payment of commissions due to distance traveled. In this case, Figueiroa says he is favorable to commission payments conditioned to other variables, arguing with the shortage of drivers in the market due to lack of motivation.

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Trucks, Buses and Road Implements

Future of logistics: more professionalism, more vehicles In the opinion of Paulo Fernando Fleury, the professionalization of the Brazilian logistics industry and the adoption of new regulations may reflect positively on the sale of vehicles.

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he truck segment ended July this year with a growth of 16.38% in the number of plate licensing compared to the previous month, according to data of Automotive Vehicles Distribution National Federation (Fenabrave). When compared to the year 2012, the jump is of 41.9% in the same period. “The sale of heavy vehicles has grown above GDP for several years,” said Paulo Fernando Fleury, General Manager of Ilos (Institute of Logistics and Supply Chain), responsible for the speech “The future of logistics in Brazil”, presented on August 8, which illustrated the large room for growth expected by the industry in coming years.

In his presentation, Fleury highlighted the rapid professionalism that has been imposed on companies operating in the segment. In addition to the great competition and the increasingly high standard of clients’ demands, he cited the regulatory milestones that have been adopted by the Brazilian government, especially in the last decade. “There was a huge informality in the early 2000s. Today, there are at least 10 regulations in place,” he stated. In practice, this means that in the future, the protagonism of logistics should be reserved to large companies, especially the international players, which have accelerated the process of acquisitions of Brazilian companies in recent times.

Promising scenario – A competition with such a level of professionalism and financial power can reflect positively on the sale of transport vehicles, as the need for deliveries becoming increasingly rapid and prompt and the adoption of new regulations, inclusive by the transportation companies. “Companies are already aware as to the average age of the vehicle,” exemplified the speaker, stating that more than 60% of them already have indicators for the fleet maximum age.

Another point that may foster the truck sales and the like, according to Fleury, is the greater inclusion of areas, regions such as Midwest and North, on the map of productive sec-

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tors of Brazil. “The economic activities in Brazil are moving towards inland. This has caused increasingly greater distances between the production and consumption locations. And greater distances mean more vehicles,” he analyzed.

The arrival of goods to metropolises can also work as a catalyst for Dealers’ sales, especially those who work with light commercial vehicles. As most major cities have adopted policies restricting the circulation of trucks at certain times, logistics operators may opt to purchase smaller vehicles to perform final deliveries, in a process similar to what happens in France, where trucks unload on logistics parks in the outskirts of cities and from there smaller vehicles – and with less environmental impact – supply their customers.

Finally, Fleury criticized the government low investments in infrastructure and the very lack of planning of PAC (Growth Acceleration Program) works. “Railways will not supply the logistics demand alone. The lack of efficiency of other modes will continue leveraging the highways,” he said, noting that the road transport accounts for 66% of the Brazilian transportation.

Paulo Fernando Fleury

The future of distribution in trucks

Alexandre Mendonça de Barros

Brazil is already a major agricultural power, with exceptional crops, but the consolidation of the growth trend of the distribution in trucks will be achieved only from 2016, warn the specialists.

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he Agronomist Engineer Alexandre Mendonça de Barros, a consulting partner of MB Agro, and Tereza Fernandez, Managing Partner of MB Associados, have drawn a scenario very optimistic of grain crops that directly drives dealerships business, during the round of workshops held at the 23rd Fenabrave Congress, in the panel “The future of distribution in trucks”.

“The need for food is now greater than the productivity capacity,” stated Alexandre Mendonça de Barros, in front of the audience formed by owners and senior executives of trucks and agricultural machinery dealerships. “There was a reversal of the condition we have had in the last 100 years, with predominant supply of agricultural commodities, for a totally different scenario, where demand drives the market,” explained the specialist.

According to him, one of the determining factors for this dramatic increase in demand was the migration of populations, who formerly lived on subsistence agriculture, to urban areas. Countries like China and India are examples of this exodus that, with entire populations moving to large centers, transformed the world agricultural economy in the last century. On the other hand, it generated opportunities for Brazil, celebrating a record after another in the harvesting of grains. The outlook for the period of 2013/2014 is 200 million tons, against 185 million tons of 2012/2013 crop.

“Although 2013, 2014 and 2015 are still pointed out and expected to be difficult years due to conjuncture factors, the agricultural market is very promising for the trucking industry,” said Tereza Fernandez. “From 2016, the growth trend in the segment should be consolidated.”

The transportation segment entrepreneurs are those who will win, especially with the sale of trucks and road implements, who sees the profitability of successive good crops.

The agriculture, according to Tereza Fernandez, will heat the industry in the coming years, together with other segments that will also impact on sales, mainly of semi-heavy and heavy vehicles, such as transport and logistics, civil construction – due to the huge housing deficit still prevailing in the country, and sugar and alcohol production. “We expect an average growth of Brazilian GDP around 2.5% per year, over the next years. With this scenario becoming reality, I would

Tereza Fernandez

bet on something between 60% and 70% increase in the absolute numbers of sales growth of trucks and implements from the end of 2013 through 2023,” estimates the Managing Partner of MB Associados.

And even if there is a precipitous drop of export in the mining industry, in large part because of the change in the development model of China, now focusing more on domestic consumption and domestic investment, as observed Tereza, projections follow positively. “Infrastructure works for highways, ports, airports and railways should also be large loaves of business. Logistics structure in Brazil, as it is, cannot stay the way it is, it needs to improve. During the next five years, I believe there will be much movement in that direction, which will require trucks,” sentenced the consultant.

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Environment and sustainability: opportunities and challenges ABAG President warns for the growing capacity limitation of renewable fuels supply by restrictive environmental policies. He says it lacks investments and political will, but abound technologies.

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y presenting the speech “Environment and Sustainability: Opportunities and Challenges” at the 23rd Fenabrave Congress, the President of Brazilian Agribusiness Association (ABAG), Luiz Carlos Corrêa Carvalho, made an analysis of the Brazilian potential in terms of fuels production, emphasizing that its success depends, mainly, on government priorities.

According to the Agronomist Engineer, sustainability is straightly linked to the responsibility to meet the needs of the present without compromising what it should stay for coming generations. Their actions should be developed both in the social field, as in the economic and environmental.

In that sense, he blames the lack of governmental definitions for the Country does not have advanced the issue of alternative fuels.

As a positive point, he highlighted that the domestic production evolved, without increasing the planted area, it registered an extraordinary gain in productivity efficiency, when the world is, on average, losing productivity. Speaking of the strategic position of Latin America, the speaker pointed out the potential of biomass in Brazil, but estimated logistical and political difficulties to add new food offerings to large worldwide population expected by 2050.

According to ABAG President, the renewal fuels capacity of supply has also been limited by restrictive environmental policies and difficulties of new offers, which makes the whole process more costly. Besides the Forest Code, the Indian issue has reduced farmable area in Brazil. Data collected

by Carvalho indicate that global production growth was 2.1% per year in the period of 2003 to 2012, but will drop to 1.5% per year from 2012 to 2022. Consequently, prices should remain above historical averages. In the projection of food production until 2020, Brazil will account for 40%, while the United States will produce somewhere between 10% and 15% and the European Community 4%.

The global energy consumption will depend on a mix of fuels. Oil dependence will increasingly be something of the past and, by 2030, the renewables and natural gas will have

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Luiz Carlos Corrêa Carvalho

a considerable proportional weight. The Agronomist Engineer spoke on the possibility of a war for resources, creating tension between countries and higher prices. The sugar cane and palm oil appear as cultivations with higher biomass potential, but no one is willing to invest in the success of ethanol, bioelectricity, and pre-salt or wind energy due to the undefined public politics.

Carvalho recalls that Brazil used to export gasoline, became importer and in disadvantaged, “it sells by 80 and buys for 100. The fact is that back in 2009 there were talks that gasoline would be an alternative fuel. The main one would be ethanol. Gasoline price was then frozen, so it returned in 2012 for the same price it had in 2000. However, with the uncertainties, we had years without investments in oil refineries and in biofuels. Therefore, there is no gasoline to meet the growing demand and there is no hydrated alcohol to replace the gasoline. We wanted to reduce our dependence, but we are increasing,” he adds.

Previsions are that the sugar cane industry will grow a lot, despite of everything. However, the speaker insists again that the progresses will depend mainly on the sensitivity of authorities to incentive the production in the area of biofuels. “We have a wind farm ready in Ceará, but without transmission line. We have oil, but no refineries,” he complained, also criticizing the lack of irrigation culture in the Country, as well as wage policy, which he says increases production costs.

According to ABAG President, abound technologies to develop biofuels, but it takes investments and political will. He even referred to an experiment from the green cane, which can be used in heavy transports, that is, in diesel vehicles. “The issue is that we will possibly need 10 years to do that in scale. The speaker also mentioned the fact that in Ribeirão Preto, interior of São Paulo, it is difficult to find an area where the sugarcane production is of 550 tons/hectare, while, with all technology, there are places where the production of sugar cane production is only 350 tons/hectare.

Opinion “Eu compareci aos últimos quatro Congressos da Fenabrave. Foram muito proveitosos. Retirei de cada um deles muitas informações que utilizei e apliquei na gestão do meu negócio.

Cada encontro desse traz importantes contribuições para o nosso dia a dia, pois reúne informações atualizadas e propicia ferramentas para um melhor planejamento, que nos garante uma administração melhor a cada ano”.

“I found the congress well organized, with speeches well directed that brought news that we can implement in our business in the short, medium and long term. For our industry it was very important, for instance, the speech of Flavio Benatti, on the regulation of the driver law, which is a controversial issue and current in the market in which we operate.”

Cristiano Locatelli Battistella Veículos Pesados (Scania) – Curitiba/PR

Valdir Moreno Tietê Veículos – São Paulo/SP

“This is my first participation in a Fenabrave Congress. I am finding it all very interesting, very productive, with speeches focused in the main problems of our industry. Certainly, we will be able to enjoy much of what is being presented here. I know I will use much of what I saw here in our house.

Moreover, this is very important, mainly because we live in a world of constant and quick changes. It is essential to go through this update.”

Flavio Daros Dealer of Noma Road Implements – São Marcos/RS

Motorcycles

A market full of challenges!

With the falling market, entrepreneurs of the two-wheel segment have a major challenge: how to dribble the turbulence and make their businesses resume the desired profitability. Specialists presented, in the special programming to this segment, how it is possible to balance the scenario and make Dealers to monetize the businesses.

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Ratio 30/4 The acronym may be strange, but according to the Consultant Francisco Trivellato, who delivered a speech on “Challenge to monetize motorcycle business”, this is the ideal equation for profitability of a dealership in the segment that is experiencing a declining market. “The message is: the motorcycle dealer should increase revenues in 30% and review expenses targeting a minimum EBT (Earnings Before Income Tax) of 4%,” said the speaker.

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hroughout his presentation, Trivellato showed the audience that filled the workshop room how to achieve the goal he considers ideal in order to have profitability. “Firstly, I want to make clear that his analysis excludes the luxury market, or motorcycles of higher cylinder capacity,” he clarified. According to the speaker, the purpose of his presentation was to bring ideas to the motorcycle entrepreneur analyze, adjust and improve their sales and business profitability.

According to Trivellato, one of the main issues faced in the market is the selectivity of credit granting. Added to that, the industry has not done launches in the low cylinder segments, causing the stagnation seen in recent years. “There is lack of new products in the market. The consumer is stimulated by novelties,” he said.

According to what was presented by the Consultant, the two-wheel market has expanded from the Real Plan, in the 90s, recording an average increase of 11% per year. In the 2000s, the consortium was a great facilitator for the growth of this segment until 2005; a period - classified by Trivellato of “excitement”. “At that time, economy was stable, so many adventurers have risked in the market, causing a two-digit increase every year. Banks took advantage of that euphoria and extended credit without many restrictions, culminating, in 2009, in an unexpected downturn, which has not yet been recovered,” he said, stating that, according to Fenabrave, the two-wheel market should end 2013 with a fall compared to the previous year.

Given this disturbing scenario, how can Dealers retrieve their profitability? Trivellato says that each case is different, however, some common points can be accomplished by all dealers, so they can reach a ratio 30/4. “Negotiating the commercial policy with the assembler is one alternative.

Furthermore, the Dealer should review their commercialization strategy: analyze the performance area, volume versus revenue, profit by store and, mainly, their operating costs,” he said.

Trivellato commented that, if after this analysis, the account still closes in red, another alternative is to reduce the number of branches in order to reduce the group operating

Francisco Trivellato

costs. “The important thing is to keep focus on the business.

There is no shame in closing stores. If it is difficult, instead of three, have just one, a profitable one. Go back to the family structure,” he explained.

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Maximize profit on parts Converting the offer into sales and understanding how to win to achieve a breakeven point are the strategies outlined by the specialist Wagner Kmite.

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iving importance to the 8Ps of Marketing in after-sales – product, market place, price, promotion, people, processes, productivity and profile, should be the priority of dealership managers in Brazil to ensure understanding of the channels that reach clients and thereby convert offers into sales. This was the warning made

by Wagner Kmite, Consultant specialized in the area of parts, in his workshop at the 23rd Fenabrave Congress.

“Maximizing profit in parts does not mean earn a lot or a little, but understand how to earn and reach a breakeven point, reducing risks,” explained Kmite. There are many uncertainties that curb the segment business, but focusing on client is essential, as well as the daily monitoring of market information for decision-making.

Another daily observation, which should become an exercise in management, is the breakeven point of the business.

“It is better to segment action according with the profile of the operating market,” recommended the Consultant.

According to Kmite, motorcycles of different cylinder capacities offer different means of profit, which reveals the entrepreneur’s need to analyze the offer, be aware of the turnover and profit margin. “Profit must be in cash, not on the shelf. For that, we must turnover more with parts that sell more, fractionating the inventory. If turnovers a lot, earns a lot,” he said Kmite also analyzed the importance of planning to maximize profits, which is to concentrate information and handle numbers. “Have a parts manager committed and engaged, who knows to handle numbers. It is worth investing in a professional to take daily decisions in this area,” he advised.

For those who sell services, identify markets that are buying and observe the capacity of meeting this demand are prerequisites. “The simpler the processes to serve the assembler, the better,” he suggested.

During the workshop, the specialist urged the audience to reflect on the focus of the business - retail, wholesale or mix, as each focus should be worked in detail and particularities it presents. “The market of mix is attractive and presents variable turnovers and margins,” he said.

Wagner Kmite

Opinion

“This is my first participation at Fenabrave Congress and I believe I will leave here quite updated, both on the second-hand market as on the new market.

One of the attractions in programming, which led to my coming, was to attend Valdner Pope’s speech, Fenabrave, who I admire and am a reader of his book. I was also attracted by the F&I theme.

Mariane Buyanoff, Revemar Group, Marabá/PA

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A WB Componentes quer te ajudar a aumentar seu índice de absorção: F&I Pós-Venda.

A WB Componentes é focada principalmente em promover a maximização de resultados de seus parceiros, com trabalho em conjunto e treinamentos para os consultores é uma facilitadora na venda de itens agregados nas revisões programadas. Nosso objetivo é aumentar a rentabilidade do departamento de Pós-venda, que a cada dia é mais importante dentro do cenário atual das concessionárias. Como ferramentas de sustentação aos nossos trabalhos disponibilizamos a nossos parceiros um Sistema Completo de F&I Pós-Venda, com Menu de Produto agrupado aos pacotes de revisões com acompanhamento de resultados.

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Tractors and Agricultural Machinery

Management focused on after-sales With a unique programming, geared to entrepreneurs of tractors and agricultural machinery segment, the 23rd Fenabrave Congress showed that a management also focused on after-sales and second-hand market can increase the Chain profitability and ensure more business to Dealers.

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Second Hand Market: challenges and opportunities Opportunities may be concentrated in trade-in, as a new area of business for dealerships.

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resenting an overview of challenges and opportunities for the second-hand market in Brazil, the Corporate Officer of Via Máquinas Group, Marcelo Kozar, draw attention of dealers and executives from Vehicles Distribution Industry in Brazil to the low entrance of used machines, today, in the dealerships, as a direct reflection of the current policy of government funding. With rates extremely attractive in the market of machines and equipment, average of 5% interest rate, policy favors negotiations.

“Producers are today buying more funding than machines,” contextualized him, noting that in the coming years the scenario will change, as a consequence of the accumulation of machines that, today, are with the clients who must renew their fleets.

According to Kozar, machines that will have to go into trade-in business, system developed to ensure control and profitability to second-hand and semi-used operations, involves receiving the product as part of the payment; they will be scrapped with many hours of use, which can become a bottleneck for the entire profitability with the sale of new ones. “Dealerships will be pressed by clients when the second-hand, dammed today, begin to return,” assessed the executive.

Kozar also warned about the interest rates that will influence directly in the coming years in the Moderfrota, since it is the Selic rate that allows higher or better interests in the market. “Market analysts’ projections for 2015 are 10.67% and 12.34% growth of Selic until 2015, from 9.25% in 2013.

From there, we should have a Moderfrota of 8.5% average, as there is a direct relationship. Whenever Selic rate falls, Moderfrota falls, if Selic rate rises, Moderfrota also rises,” explained him.

Besides expatiating about the industry reality that is recovering from sales weakening, after IPI reduction for new cars, the speaker stressed the importance of giving attention to the future of second-hand vehicles. “Opportunities may be concentrated in trade-in, as a new area of business for dealerships. If we use this tool in a serious way it is possible to expand the profit of our business,” said Kozar.

This system is linked to the processes of pricing, maintenance and supply and can be seen as a solution for the Dealer.

“The profit of a second-hand piece of equipment is not on the sale but on the purchase,” said the executive.

Another opportunity for the industry, according to Kozar, is the auction that presents itself as a good alternative, thus

preventing the dealership from assuming the costs of maintenance warranties. “Promoting auction on dealerships patios every three months is worth. It is also very interesting when the auctioneer has a patio,” he said.

Marcelo Kozar

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Tractors and Agricultural Machinery

Fleet renewal is an opportunity in an expanding market According to Carlos Cogo, the agricultural industry expects an increase of 25% in the total cultivated area, which represents about 82 million hectares, served by machines increasingly modern and productive, and producers more skilled and more capitalized.

“The renewal of agricultural machinery fleet has to happen.” This is the opinion of the specialist in agribusiness Carlos Cogo during his speech at the 23rd Fenabrave Congress. This finding was based on the fact that 40% of the second-hand tractors are more than 10 years old and 39% have been operating for more than two decades. In the case of combines, 49% of the equipment in Brazil are over 20 years.

This scenario takes place in a high-growth market. Forecasts for the next decade indicate an increase of 25% in the total cultivated area, representing about 82 million hectares.

However, in 2013/2014 cycle, agricultural prices should be at lower levels than the records seen in the second half of 2012, but the performance is still well above historical averages. The production of agricultural machinery also maintains its high projections for the coming years, keeping pace with the industry. “The momentum of the industry, linked to the technological advancement of agriculture, using machines increasingly modern and productive, added to the fact the producers are better trained and more capitalized, made and make sales of agricultural machinery grow every year,” explains the specialist.

The new technologies of crawler tractors, motorized cultivators, backhoes, combines and wheel tractors bring positive consequences to the industry. “Large planting capacity, obeying the ideal windows, operations in larger areas, as well as a faster and more efficient harvest, allow the country to make almost three harvests in one year,” he adds.

To accompany this performance, Carlos Cogo bets in the increase of the average power of tractors and a fleet sized to short windows of planting and harvesting, through equipment with a useful life of 3 to 5 years. The potential is great if we consider that, while Brazil has one tractor per 125 hectares of agricultural area, in the United States this ratio is 36 hectares per tractor. In the case of combines, while Brazil has one piece of equipment for every 1,074 hectares, in Argentina the combine serves 660 hectares and in the United States 265 hectares.

The contrast of ranches high performance can be seen after passing the gate. “If the production is a show, the distribution logistics is a show of horrors,” analyzes Cogo. There is a storage deficit, the distribution system concentrated on highways 76

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Carlos Cogo

is inefficient, the railroad network insufficient, and certain productions such as corn are far from chicken production, showing a lack of strategic vision and of infrastructure to support the industry.

Among the risks to the performance of agricultural industry are the advancement of pests, a more prized dollar, a record crop in the United States, a slowing domestic and Chinese demand.

Sustainable Development – According to the Federal Government, the funding to the sustainable development of Brazilian agriculture remains a priority among the types of fostered credit. According to the Agriculture Program of Low Carbon Emission (ABC), which finances technologies to increase productivity with less environmental impact, the volume of funds jumped to R$ 4.5 billion from R$ 3.4 billion.

With the plan, the government also launched the Domestic Service of Technical Assistance and Rural Extension and the Inovagro Program. Together, the two projects should allocate R$ 3 billion to agribusiness, with R$ 2 billion for research and development of machinery and equipment, and R$ 1 billion for rural producers incorporate new technologies.

Profitability with the after-sales department For the Consultant Francisco Mendes, after-sales is not the end, but a fresh start of an operation. Whether through a new sale or by offering an added service. But, the company must know how to manage the after-sales not only for profit, but rather focus on profitability. That is the goal!

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quality customer service and prepared professionals are just some of the steps to conduct good businesses. The client likes to be welcomed, have a salesperson to help with their questions and who is willing to give full support whenever necessary, even after the sales completion. However, in addition to all attention given to the client with this service, dealerships should understand that the after-sales goes far beyond the sales of parts and services.

This is one of the issues discussed at the 23rd Fenabrave Congress by the Consultant Francisco Mendes, who delivered a speech on the topic: “After-Sales: the Need of Profit,” to Dealers of Tractors and Agricultural Machinery segments.

The Consultant explained how to obtain profit in after-sales. “We need to have a perspective of where does the money come from, which, in this case, comes from the sales of vehicles and also from after-sales. The latter is composed by something that you have already done, that is, you have already sold a product in the past and at present there are variables for after-sales.

It is worth mentioning that market share is vanity. Profit is the only reality for Dealers, that is, this practice must be profitable for the Dealer.”

Mendes, who currently is the Coordinator of Fenabrave Twenty Group, spoke about the importance of after-sales in the tractors and agricultural machinery segment. “It is a product of difficult inventory,” said the speaker to explain the need of a more efficient management in the segment. According to the specialist, it depends heavily on workmanship, on manufacturers and dealerships stop thinking only on profit and also focus on profitability. “If you do not manage your business with information and knowledge, you will not obtain the desired profit and profitability,” he explained.

During the speech, Mendes explained that it is necessary to understand that the after-sales goes far beyond the sales of parts and services. “There is all a road to be travelled, in addition to building customer’s loyalty. We must think of after-sales also as expenses structure, that is, to have a good mechanic and pay him/her well. To service clients well, have a good structure; therefore, everyone has to know how to work the after-sales well and have a profit margin,” he stressed.

Chiquinho, as he is known in the industry, talked about the difference of profit and profitability. “It is important that

everyone is aware that one thing is to have profit, and another is to be profitable. Profitability is what you sold, profit is to have inventory to be able to serve your client well. It is worth mentioning that everything must be accounted: margin and profit, expenses, inventory, and so on,” he explains.

According to the speaker, a key factor for Francisco the result in the after-sales is the inventory.

Mendes Dealer must know how his manager does this replacement/monitoring of parts, how does purchase work and when does this purchase happen. “Dealer must be aware of everything within the company. The inventory cannot only increase, it has to have turnover. There should be purchase strategy, as part management is not easy, but we must guide the professional in charge so that the results are profitable,” he said.

For Chiquinho, a good after-sales management means return guaranteed. “The secret to a positive result is good management. If there is good administration there will be profit,” he concluded.

Opinião

“I always come to Fenabrave Congresses because I think they are the best opportunity to get updated and make the necessary changes so that our day to day becomes more profitable. Fenabrave is always seeking innovations to make our business better.

This, for example, is already the second year they focus on after-sales, which is extremely important for all of us. They are exploring more this area that is not so explored yet because the market is changing and gearing to the sale of services.”

Mariza Esselin – Concessionária Massey Ferguson and Land Rover - Somafertil – Goiânia (GO)

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F&I and HR special events

Given the increasing demand for more information about alternatives to increase the profitability of Dealerships through F&I or even forms of retention and training of Human Resources in the industry companies led the 23rd Fenabrave Congress to usher in a new kind of content.

This year, two seminars – lasting half period each were held and addressed the themes in the event.

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F&I Seminar

Break resistances, get involved and profit more!

Brazilian Dealers are aware of the need to expand their revenues with after-sales and mainly with the profit from the F&I department. In the United States, for instance, dealerships have about 70% of their revenues coming from this area of business, while Brazilian Dealers have not reached 40%.

Thinking of assisting the Chain to expand their profitability, Fenabrave in its 23rd Congress innovated by including in the thematic programming a seminar devoted to the subject, which took the whole morning of August 7 and filled the room at the Expo Center Norte.

The main players of domestic market discussed, presented their experiences and showed to Dealers present how they can improve their performances and, thereby, disentail the exclusivity of profit from new car sales.

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There is still plenty of room to grow Research reveals that after-sales contributes up to 35% of the profits of a Brazilian dealership. International benchmarks, however, work with margins of 75%.

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recent study released by the newspaper Folha de S.Paulo pointed out that, in Brazil, 25% to 35% of the contribution to profits of a dealership come from after-sales products. Brazilian dealers are giving increasing attention to the sale of insurance and financial products, but compared to global benchmarks, in which the department contributes with up to 75% of revenues of a dealership, proves that there is still plenty of room to grow in the domestic market. “This is a global trend: less profits in new cars and more and more in after-sales,” said Welson Bolognesi, CEO of Resource Automotive.

The executive was one of the speakers in the F&I Seminar, held on August 7, and in which also participated Fabiano Telatin, Corporate Officer of Assurant Solutions; Daniel Brandão, Founding Partner of F&I Brasil; Carlos Brant, Manager of JM&A Brasil, and Sérgio Lourenço, Corporate Officer of Usebens, in addition to the Tony Dupaquier’s speech, the Training Corporate Officer of F&I American Services U.S.A. Among the topics discussed, the integration of sales with F&I, the best practices for achieving high performances in the department, compensation plans, new products and F&I in the Y Generation (those born after 1980).

Responsible for opening the seminar, Bolognesi presented, besides the Folha de S.Paulo research, a particularly concerning data for the after-sales department of Brazilian Chain: 39% of consumers do not return to the dealership after the vehicle sale. “On average, each customer visits the dealership just 1.8 times (per vehicle),” he said, noting that, after two years of the purchase, just at the time when the car starts to generate more spending on maintenance, this vehicle hardly makes the repairs in the Authorized Chain.

To change this scenario, the executive suggested that Dealers work in marketing products that loyal consumers and lead customers to look for an authorized store at the time of maintenance. “As an example, if you sell to 45% (which is the maximizing sales of global benchmarks) of the consumers share who do not return to the dealership (39%), you would have an increase of about 30% in visits. If we add this penetration margin to those who usually return to the authorized store, we would have more than double of the current visits,” he said.

To achieve this level of penetration, Fabiano Telatin, Corporate Officer of Assurant Solutions, highlighted the need to

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structure the department and get rid of some myths about F&I within dealerships. “Many car salespeople believe that F&I steals a parcel of the gross margin or that by offering these products you can lose the car sale,” he said, citing a phenomenon extremely harmful to the vehicle distribution business.

“At times, the salesperson decides whether the consumer will or not be interested for the product even before offering it. This is wrong,” he said.

So, behooves the manager to implement the department culture of relevance for the dealership businesses. According to Telatin, this can be achieved by valuing not only the F&I department, but the professional who work in it, establishing a well-defined performance model, with a relevant portfolio of products, and show to the other areas of the company that F&I is an important part of the profit recovery process.

In Daniel Brandão’s vision, F&I Brasil, the transition of a second line F&I to a standalone and profitable model also requires a major focus in training those who will serve in the department. “Salespeople must know the product and know how to sell, but what happens is that many companies do not coach them correctly. Employees must have, at least, three months of intensive monitoring,” exemplified

Welson Bolognesi

Fabiano Telatin

him, suggesting of hiring essentially commercial profile professionals. “Training we provide, but profile we do not change,” he justified.

The founder of F&I Brasil also said that, among the practices to improve financial performance, there are performing the correct transfer of the buyer to the F&I department, offering the product to the consumer in order of profitability, stay tuned to the completion of the documentation in order to decrease the rejected proposals, create agile processes and formulate and monitor indicators of productivity and efficiency of employees and products. “If you have this control, your earnings will increase,” he said.

JM&A Brasil representative, Carlos Brant, said in his speech that the Dealer should actively participate in the development and structuring of the dealership F&I department.

According to him, besides closely monitoring all processes, you must set a clear goal, with well-trained people and a compensation plan that meets the needs of the employees involved.

“Is the department profitable to all parties involved? Have you chosen well your employee for this area or have you given a chance to someone unprepared? The F&I must be a model of client retention and, therefore, it is necessary to direct the team performance,” said the speaker.

Still on the participation of the owner in the area structuring, Brant explains that the entrepreneur should influence the thoughts, actions and decisions of the team, as this will be a cultural change within the store. “You have to be motivational,” he adds.

Another point highlighted by JM&A Brasil representative was the choice of the team. According to the specialist, the person who sells F&I cannot be the same person who sells cars. The ideal is a dedicated person for every 60 or 70 cars sold.

To avoid conflicts among sales professionals, Brant believes that compensation should be very clear and defined by the owner. The expert teaches that compensation must be different for different sizes of dealerships. “Will you pay a fixed salary plus sales commission? Only the salary?

Daniel Brandão

Are you going to give additional incentives or bonuses?

Depending on the size of your dealership, compensation should be defined, but without ceasing to motivate your employee,” he says.

There is no exact recipe to profit from F&I in a dealership, however, according to Sérgio Lourenço, Commercial Corporate Officer of Usebens Seguradora, one must combine a mix of products, processes, technology and people. “Without it, the F&I department will not work as it should,” he explains.

As Carlos Brant, the representative of Usebens Seguradora, said, Dealer’s leadership in the process of structuring the F&I department is important for its smooth running. “The search for a new and challenging recipe makes everyone paddle to the same direction. Everything must have an owner with responsibility and authority. Debate is good, but someone has to decide,” he said.

Carlos Brant

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Sérgio Lourenço

According to Lourenço, the dealership must be surrounded by a minimum structure for the F&I department to operate as it should be, and according to Usebens market experience it is possible to achieve the goal of more than R$ 600 in F&I revenue per car sold. “You need a good consultancy, an efficient system, a trained team, mix of products and monitoring of processes,” he lists.

To achieve efficiency and implement the entire process, the specialist from Usebens Seguradora teaches that it is necessary to divide the project in phases. Firstly, according to Lourenço, you must define which program (partner) you will choose.

Then, Dealer must perform the planning phase, estimate deadlines, matrices of project risks responsibilities. From this moment, the entrepreneur goes to execution, implementing the systems, infrastructure, which includes the hiring and training of employees, and implementation of the main products. “Once implemented, the dealer must closely monitor the operation, creating an action plan to foster the products commercialization,” he says.

F&I in the Y Generation – Much has been talked of a new generation of consumers who have required cultural changes in several industries, including the automotive. It is the so-called Y Generation, presented by the Training Corporate Officer of F&I American Services, Tony Dupaquier.

According to the expert, this new generation of consumers, born between years 1980 and 2000 and who now represent more than 40% of the world population, has consumption habits different from the previous generation ones. According 82

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Tony Dupaquier

to Dupaquier, this public is distinguished by being much of the time connected and being influenced by a number of fronts. “46% of this generation was influenced by the make and its reputation in the network. Furthermore, 70% of the Y Generation is likely to change the purchase decision, mainly influenced by friends on social networks and the internet,” says the specialist, warning Dealers that for this generation there is no room for mistakes.

When bringing this public profile to the reality of the Chain, Dupaquier said that the vast majority of the Y Generation consumers are reluctant to go into a dealership to make a purchase. “They are used to doing their shopping online.

When they arrive at a dealership, they already know what they want. The salesperson must be careful to show the features that really matter, such as connectivity, interaction, design and, if at hand, the positive reviews from other consumers,” he said. “Oh! And 82% of those people do not want to talk about F&I.” Found the paradigm of this new consumer profile, how can you market F&I products to the Y Generation? The Training Corporate Officer of F&I American Services teaches that you have to think ahead to win. “Invest in selling cars online. That is how customers feel more comfortable. We have to do everything for them. Our presence on the internet will ensure they will find us, choose and buy,” he adds.

According to Dupaquier, the Y Generation accounts for 40% of the vehicle consumer population and, according to survey conducted by the expert, 29% of this generation of Brazilians who live in metropolitan areas intend to buy a car

in 2013. “The technology should be used in our favor. It has an important function for sales penetration, including F&I,” teaches him.

According to the specialist, communication will be the major differential in the formation of the purchase decision.

“We need to encourage happy people with the services and products sold to post a positive opinion on the network,” he says.

Besides being a positive exposure, people who communicate with these potential customers must innovate in the way to interact. According to Dupaquier, it is possible to do it through blogs, instant messengers, emails or even SMS. “57% of the Y generation want to totally avoid any personal interaction with vendors. They want to deal with a totally online dealership,” teaches the specialist, telling that in the U.S. some dealerships already use videos, links to consumers’ pages, a list of most frequently asked questions, divulge on their websites reports of clients’ satisfaction, use social media, blogs, video chats, e-contracts, in addition to providing the direct emails of F&I teams. “An electronic menu of F&I products also helps in the

customer’s decision. It takes technology and agility. The Y Generation wants to own the decision. Show them the benefits they are receiving.”

Another strategy presented by Dupaquier so that Dealers use and expand their profitability with these new consumers is a simple question that can be made at the completion of the vehicle sale: what made you decide to purchase your new car?

According to the expert, the answer will be vital to the F&I consultant present the ideal product menu, according to this client’s need. “Basically, we have six answers that form the acronym SPACED in English: Security, Performance, Appearance, Convincing, Economy and Reliability. If the answer to your question is security, the consultant can provide, for example, the extended warranty, GAP, insurance for wheels and tires, among other security related. We must involve each client. Create an environment that allows them to make their own decisions. Ask them! Do packages with fixed prices,” adds Dupaquier, leaving a message for Brazilians: “The Y Generation is not compatible with aggressive selling. Adapt to them and be successful.”

“In addition to technology and agility, you need to show the client what they gain with F&I,” says Dupaquier.

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RH Seminar

A company is made of people Another theme much sought in the Congresses organized

by Fenabrave is related to the HR. As everyone knows, a company is formed by people and without a team prepared, qualified and motivated you cannot monetize the day-today operation of the Chain.

Carlos Morassutti

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Aiming to assist the Dealers and also upon requests of the own Chain, a seminar focused on this issue was held on the morning of August 9, which has filled one of the rooms, with five presentations by renowned professionals of the industry and in the end a roundtable coordinated

by Fenabrave Executive President and Coordinator of the 23rd Fenabrave Congress and ExpoFenabrave, Alarico Assumpção Jr. wrapped up the subject. Check out what was debated and optimize your business!

Union negotiations: we must participate Know to equate the needs of employees and employers is part of the union negotiation.

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he professional experience of over 40 years of Octavio Leite Vallejo, many of them in associative activities, accredit him to give important advices on union negotiation to the participants of the 23rd Fenabrave Congress. Thus, he stressed the importance of the dealership owners’ participation in meetings and discussions of Collective Agreements.

Vallejo emphasized the complexity of conducting a negotiation table and presented some assumptions that should be considered to take it to a good result. “You must be cold, respect the other party as a human being, have extensive knowledge on the negotiated aspects and act with ethics and consistency,” says Vallejo.

There is no room for extremisms. The representative of the employer category must have a vision of the whole and not specific to the company in which they operate. The speaker recommended special attention to social clauses. “When poorly negotiated, they may cause irreparable consequences, and often the owners are focused on economic items,” he adds. Finally, we must seek the agreement; avoid taking the matter to mediation at the Regional Labor Court.

Strategic HR – The Vice-President of HR & Corporate Affairs at Volvo do Brasil, Carlos Morassutti, advocated the need for a strategic HR that is always anticipating the future in his presentation at the seminar. Invited to speak about the assembler vision, the leader stressed the importance of treating the issue as a whole, including all the links in the automotive chain, from the assembler to Dealers.

Also Vice-President of the National Association of Vehicle Manufacturers (Anfavea) and almost 40 years in the industry, Morassutti understands that a strong industry is only possible from a deep knowledge of the business environment, with an eye to the scenario of up to six million more vehicles in 2020. “We have to work today and anticipate what lies ahead. We must work preventively to build the future we desire. Dealers also have to make their projections to guarantee their share,” advices the executive.

For him “people” is a highly strategic pillar supporting the bridge to be built for the benefit of the industry, recognizing that faces problems such as high rates of turnover (about 40% per year), with employees sometimes changing companies for R$ 100. Morassutti suggested that Anfavea, Fenabrave and Sindipeças work together to address the key problems of the industry. “We must have a clear vision of the future, with a well-defined north, charting a strategic plan with an eye on the future ambition.”

A strategic HR, with a sales manager to sell more, must have structure and the right people, prepared and able to understand the quantitative side of the business, who operate comprehensively and with innovative practices that add value. Besides the business Dealer Magazine

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knowledge, the HR described by the speaker should not forget the human side of the organization to understand the needs of the employees and the business, aligning and making it all compatible with the business interests.

Morassutti also considers very important the creation of metrics, i.e., a control panel with indicators to assess their own performances as well as to be assessed. In this sense, he exemplified with the awarded participation of Volvo in the program of the best companies to work for and with Fenabrave award “The Most Desired Make of 2013”, which Volvo secured the first place in the category of Trucks and Buses.

The executive provided a long list of what he considers the essential ingredients for a HR to achieve effective results in the business, as an authentic and genuine respect for people, the presence of inspiring leaders, corporate values and beliefs reflected in the relationship with all stakeholders, in addition to a pleasant, inspiring and yet challenging environment for involving new opportunities, leading the employee to grow also as a person. In short, the employee must be proud to work for the company, which must assume the role of citizen, contributing to a better world, with consistency and constancy of purposes before the community.

For Morassutti, HR also needs to be tuned with everything that is happening in the country and the world, issues related to planet sustainability or environmental challenges, population growth and aging, urbanization and mobility and the impact of all that on the company business. Besides thinking about the shortage of workmanship, the HR must also be attentive to the diversity of today world, new family configurations, do not forgetting to think about the new demands of the employees and even the unions. “Citizenship, ethics and transparent governance will be charged by employees and society. I have no doubt that this will grow in the coming years,” he said, noting that planning can influence the future.

Remuneration in full measure – In recent times there was a transformation in the relationships between employee and employer. Currently, joint administration is what is valued, where employees are partners and not only corporate resources.

Understand the importance of the employees to the company and how they can contribute for the success of the business was one of the topics discussed in the seminar presented by Ricardo Mota, expert in people management; his theme was: Remuneration: Importance of Jobs and Salaries, Ideal Model, Salary Survey and Turnover.

According to the specialist, managing people is to cooperate with each other, but each focused on specific duties of a job in favor of the company goal. For this, the entrepreneur needs to define the organization concepts, the job descriptions and salary administration. “The plan of jobs and salaries is a tool used to determine or sustain the structures in a fair way within the

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organization. This plan aims to achieve internal and external balance, by defining the assignments, duties and responsibilities of each job and their salary levels,” explains Mota.

So that everyone is united and happy, the first step is that the employer understands what a job is and what a salary is, as they are two things with different definitions. According to the speaker, it is normal to find a distortion between the description of the job and duties performed by members of the organization. “The job descriptions should be made in a strict way, and must be based on the actual functions of the employees and the company needs.” On salaries, the specialist explained that “when we conduct a salary survey and question the remuneration value, we need to analyze what does this person really do and whether they are holding more than one function, thus we pay the proper salary to that employee.

Many hold numerous functions and yes they should receive the deserved.”

The valuation of the worker depends on the goals and visions of the organization, as well as the aspects regarding education, experience, personal initiative, pro-activity, responsibility, schedules, conditions and work risks. The company should have the opportunity and the professional must be prepared to fill this function. “The employee must be prepared to take a promotion, have differential, and seek to recycle, go beyond what the company offers. Thus, the company will not seek another professional but rather invest in the employee,” advises Mota.

One issue that caught Dealers’ attention in the speech was the turnover, which reflects the percentage of substitution that a company has and it serves as an indicator of organizational health.

The lack of a structure often contributes to a climate of discouragement, and turnover is high due to the lack of growth perspective, career and future vision. “It is normal for an employee usually complain of the lack of a career path,

Octavio Leite Vallejo

Ricardo Mota

even without knowing what it is. Even more common is to change companies for the ‘growth opportunity’ reason,” explained Mota.

According to the speaker, the company must have a policy of jobs and salaries (C&S). A C&S structure is nothing more than a system of people management. “It is worth maintaining a career system with manageable administrative and supportable salary ranges by the business, which offers tools to make managers’ lives easier and improve employees’ motivation and commitment to results,” he explains.

The highly engaged employees generate better results, more loyalty from customers and better financial performance. A recent poll by HayGroup pointed out that 79.8% of employees want greater investment by the company for the development of their careers. “It is interesting that companies actually conduct a survey with the settings that are in line with what it is expected and adjust this description with the market. You may have one or more dealerships, what changes is the responsibility. The job will be compared by the function and responsibility and not just for the title. Each person should receive the correct salary for their function, always with recognition by the company,” explained the specialist.

To Mota, a motivated employee is a guarantee of financial return to the company. “We have to seize the C&S survey opportunities and start a work, in fact, with priority, so we can search the jobs and thus align our companies with the market without overpaying jobs,” he added.

Basic education to guarantee the future – Currently, 75% of Brazilian population is semi illiterate. It was with this information that the Co-CEO of Banco Indusval & Partners and founder of the Non-Governmental Organization (NOG) Education Partners Association (Associação Parceiros da Educação), Jair Ribeiro, opened his presentation at the HR seminar with the theme “A new way for qualification.”

“Out of the three million students who enter High School, about 1.8 million reach completion and only 10% learn the expected. Furthermore, about 50% of children in third grade are not literate,” he warned, sort of urging the owners and senior executives of vehicle distribution industry in Brazil to invest in basic education as a means to advance in qualifying the young for the job market.

Jair Ribeiro

For Ribeiro, the decision to invest in basic education is extremely important and should become “the cause” of the Brazilian companies to have qualified workmanship in the future. The executive spoke on his own life experience in making the decision to invest in education, supporting and helping the school needs highlighted by headmasters and teachers. And so it was founded, in 2004, the NGO Education Partners Association with the mission to contribute to the integral formation of students in public schools through the establishment of partnerships between companies and schools.

The organization selects schools, develops programs of pedagogical support to management and school infrastructure, monitors investments, and the school integration in the community.

Support is given to the continuing education of the management team, teachers and pedagogical coordinators, reinforcement and remedial education of students, diagnostic evaluation of young people performance and training for the use of the results. The estimated duration of partnerships is five years. “The partner leverages State investments in this area,” he explained. Among the partners are individuals, families and businesses.

To date, the organization has acted in more than 100 schools with 100,000 students being benefited by the initiative.

The impact is direct on the Index of Basic Education Development (IDEB), which is monitored. “Today we have the best school of Elementary School 1, which corresponds to the 1st to 5th grade, and the average of the four best partner schools is superior to the average of national private network,” said the President for Education Partners Association, while emphasizing that the organization acted strongly to the enforcement of the public policy of the government of the State of São Paulo, defined by the Education Commitment (Educação Compromisso) program of São Paulo. “We hired McKinsey & Company consultancy to establish the five pillars of the program, among them to lay the foundation for a new school model and a more attractive regime for teaching career.”

With a lot of courage to assume that there is no professional qualification without basic education in Brazil, Ribeiro presented alternatives to the engagement of dealerships in this commitment to education, which also includes the House of Knowledge (Casa do Saber), his initiative, which began in 2004, and presents itself as a center for debates and dissemination of knowledge, with units in São Paulo and Rio de Dealer Magazine

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Special Seminars

Paulo Engler

Luiz Edmundo Prestes Rosa

Janeiro. The House of Knowledge provides access to culture in a clear and engaging way, but it is strict and loyal to the creators’ works.

The leader’s role - For Paulo Engler, Chief Officer of Fenabrave, and who presented the theme “The result is a management issue: he leader’s role is sell and sell with quality,” the Vehicle Distribution Industry is experiencing a period of business model transformation and is demanding a leadership more active than in the past. “For a long time, there were few makes and the purchase was strictly emotional.

Today, it is another market and the complexity of our business has multiplied,” he said, citing as examples of this new scenario, in addition to increased competition, issues such as the correspondents’ certification, the need to know the Code of Consumer Protection and even know how to make the correct disposal of lubricating oil change residues. “We have to know a multitude of issues.”

Thus, the Chief Officer of Fenabrave insisted that, besides seeking constant update on possible new regulations of the industry, it is crucial that Dealers take the helm of the business and invest in training and development of their employees. “For instance, the salesperson is not just who sells cars. They are the image of the company. And those who deals with the public have to know the Code of Consumer Protection, for example,” he exemplified. “And it is up to you, managers, to train, compensate and qualify these people.”

Roundtable – In the last part of the workshop on Human Resources, Alarico Assumpção Jr., Executive President of Fenabrave and Coordinator of the 23rd Fenabrave Congress 88

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Pedro Martins

and ExpoFenabrave, Luiz Edmundo Prestes Rosa, Education Officer of the Brazilian Association of Human Resources (ABRH) and Pedro Martins, Chairman of the Euro American Business School (EABS), attended the roundtable which discussed the main problems of the segment, as the need to create a Strategic HR in organizations and how to fight the high ratio of turnover at dealerships.

“The turnover is closely linked to education and leadership,” said Prestes Rosa, suggesting that managers adopt a more conciliatory posture on a daily basis, invest in qualification and professional fulfillment of their employees.

“Much of the turnover of employees is reduced with dialogue and investment in people. Turnover should be fought in its essence and not appearance,” stated the Education Officer of ABRH, which is one of the great Brazilian references in human resources management.

In Martins’s view, it is important that companies professionalize their HR managements and are in line with the best practices of the area. “Do not be afraid to go from an in embryo management to a qualified management. Everything that happens in organizations is developed by people. The big debate is to know which techniques and methods are the most effective,” said, citing a British newspaper Financial Times survey, which pointed out the role of people manager as the fifth most important in corporations.

Assumpção Jr. highlighted Fenabrave role in providing training for employees through Fenabrave TV, which has a fairly extensive grid of qualifying courses, as an auxiliary tool in the training of employees. “On Fenabrave TV we have a series of courses designed to all levels of jobs and we can even prepare specific courses upon Dealers’ requests,” he concluded.

The 10 HR indicators

Francisco Nunes

The specialist Francisco Nunes states that planning is essential to ensure positive results in business and the satisfaction of employees and customers.

In automotive distribution, many entrepreneurs started the business out of necessity or because they saw an opportunity. However, without a good understanding of the Human Resources area, the chances of a company having a healthy growth decreases. “The HR indicators need to go to the table and be evaluated every day. A lousy hiring is an assurance of dismissal,” states Francisco Nunes, specialist in Human Resources and Quality Management, Corporate Officer of Business Assessoria Empresarial.

According to the speaker, evaluate the payroll considering the number of employees, competences, productivity, develop job and salary plans well done, is essential in the company management and, therefore, the Human Resources area must act with planning and no improvisations. “What we see, almost always, is that the employee dismissal cost is not even budgeted by companies. Usually, HR indicators come in second, but they should not. In the management technique it is important to observe these indicators, as they are crucial in the company profitability process,” exemplifies the executive, drawing attention to the importance of planning in the area.

See the specialist’s 10-directions to take advantage of market opportunities and increase dealership margins, highlighted during the round of workshops held in the 23rd Congress.

1. Having a good view of the turnover cost How do we retain talents? Surveys reveal that other acknowledgments, those that go beyond salary, are measures to sustain the business. It is worth to take the time to find out how to praise everyone, because valuing the professional with other types of compensation and a career plan can help the entrepreneur to answer this question. People’ growth is one of the most important points to value professionals within organizations. “When there a business plan you may count with the future of the team,” explains Nunes. The turnover has three distinct moments, which are the hiring costs, adaptation costs and dismissal costs, and they all need to be accounted.

2. Assessing impacts of absenteeism “The factory of medical certificates is very serious and must to be observed with attention and affection, because if there is no administration, the employee will go missing and submit a medical certificate. So, we need to identify and create alternatives to remedy the problem. The bank of hours, without a doubt, is not the sole alternative,” says the specialist. For him, the absence of the employee in the workplace is a manager’s responsibility and should be treated as such.

3. Work Accident Annually, spending on work accidents in Brazil represent R$ 70 billion. Only in 2011, according to the Ministry of Social Security (MPS) and Ministry of Labor data, out of 46.3 million of registered workers 423,167 went on leave due to accidents, with 100,230 workers responded for commuting accidents. The numbers are official and provided by Social Security, accounted by means of Notice of Work Accident (CAT).

For Nunes, assessing this expense is extremely relevant to the dealership.

“Only this way will be possible to reduce risks and anticipate the needs of new hires for the employee’s replacement or area relocation,” he explains.

4. Occupational Disease

need to evaluate the hiring very well, do it well done in order to benefit from the situation. All management requires competences, techniques and for hiring is not different. You need to invest in the area of interview techniques,” he recommends.

6. Have dominion of the dismissal process When dismissing a professional, be careful, because an employment termination can impact on the company costs. “It does not depend on numbers, on the government, it depends on the company managers, of their observation and evaluation of how much is lost in maintaining an unproductive professional in the company,” he warns. The dismissal process also involves techniques. “There is no sense in giving feedback to the employee at the exit time. There is no justification for dismissals, if you have to mend the employee, do it before dismissal. At the dismissal time, it is only technical, highlighting that the staff cannot hold the employee any further,” he oriented.

7. Have understanding of the impacts of a labor claim Avoid a labor cause. The cost of a labor cause compromises the company image.

8. Assess the organizational climate How much does a conflict cost to the company? If you think it is normal you will pay the bill, says the specialist. According to him, you need to fix the situation with appropriate techniques to work the organizational climate. “Managing a conflict is not responsibility only of the HR, but of each leader, each manager, each officer. You must look at the team as the responsible for the team training and also the conflict management,” he warned. “The emotional loss caused by conflicts affects people’s health.

If you are not careful there will be costs that will impact the business of your company. Manage the conflict is cheaper than punishing someone,” warns the specialist.

Spending on occupational disease leaves should also be considered in business planning. Data from the Ministry of Social Security (MPS) and Ministry of Labor pointed out, in 2011, 15,083 sick leaves, being 7,775 workers of the industry. “You must take care of the health of your workers. The industry in which you are spends R$ 3 billion a year,” warned the specialist to an audience filled with executives.

9. Have focus on professional qualification

5. Have dominion of the hiring process

10. Measure individual productivity

No one enters a company and produces right away. “There is the warming up time that costs to the company, in addition to the investments to be made in the professional training,” says the specialist. If it is an outsourced HR hiring, costs are even higher. “Hiring is not cheap, so, it means that you

The cost of unproductiveness should always be measured. “There is no way to accept 20% of repetitions and continuous rework. The cost of doing poorly is reversed to the own company,” says Nunes. Nobody produces unsatisfied, so, the manager needs to pay attention to the employee.

The company must have a money set aside to invest in the training of their professionals. “I recommend the corporate university to all companies. It is not so much money to invest, it is much more attitude and behavior. Will to do it,” said Nunes. For him, it is necessary to develop technical, managerial and behavioral competences in the companies.

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+ Relationship + Business + ExpoFenabrave!

With an area of 16,000 m² in the Blue Pavilion of Expo Center Norte, in São Paulo, ExpoFenabrave, the largest trade show of the automotive distribution industry in Latin America, was 42% larger than the 2012 edition and brought together more than 100 exhibitors presenting products and services destined to the Chain of Dealers. For the sixth consecutive year, Banco Itaú was the Master Sponsor of the event.

Several segments were represented at the trade show, such as computer, machinery and equipment companies, insurance companies, vehicle manufacturers, F&I and vehicle financial institutions.

The more than 3,500 visitors who passed through the exhibition between August 7 and 9 could check the news and socialize with suppliers and other Dealers.

Opening ExpoFenabrave 2013, Alarico Assumpção Jr. (Fenabrave), Luís Fernando Staub (Itaú), Flavio Meneghetti (Fenabrave), and Juan Pablo De Vera (Reed Exhibitions Alcantara Machado).

The unveiling of the ribbon that formalizes the opening of ExpoFenabrave, held shortly after the end of the keynote speech by Vicente Falcone, had the participation of Flavio Meneghetti, Chairman of Fenabrave, Alarico Assumpção Jr., Executive President of Fenabrave and coordinator of the rd 23 Fenabrave Congress, alongside with the Executive Officer of Banco Itaú Unibanco, Luís Fernando Staub and the CEO of Reed Exhibitions Alcantara Machado, Juan Pablo De Vera.

Check out, hereafter, how was the participation of the companies in the 23rd edition of ExpoFenabrave.

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Master Sponsor

Itaú Unibanco reaffirms interest in the sustainable growth of the automotive industry and, therefore, for the sixth consecutive year, we are the Master Sponsor of Fenabrave Congress and ExpoFenabrave. We set up a booth with the Confederations Cup theme to welcome clients, Dealers, executives, leaderships, professionals of the vehicle distribution industry in Brazil and assemblers representatives, who strengthened their networks. They were days of great opportunity for Dealers to know trends and new management tools to sharpen their operations, professionalize their businesses and generate results for their businesses.

Among more than 40 speeches, Fenabrave Congress counted on the Economist Ricardo Amorim, sponsored by Itaú Unibanco, when were explained the major changes in the world economy over the last decade.

The Economist also explained how the current challenges of the market can create opportunities for Brazil. iCarros, once more was present, promoting a major debate about the importance of the internet in the automotive market. The portal CEO, Sylvio de Barros, moderated a chat in which the great importance on investing in websites for car sales was detailed. It was explained to those present that the Internet is no longer a tool of the future and the updating of photos and information and, above all, trainings for a team of specialized salespeople in online customer service, are essential for the business success. To be in digital environments is indispensable for the business and no longer a differentiator.

We are pleased to see that the event was a stage of rich and compelling discussions, where the sharing of information on the most advanced and distinct management tools for vehicle distribution was priority. It is noteworthy that all segments of automotive distribution were centrally debated sometime in the Congress. This wide coverage and the actual exchange of experiences are important to the industry. We believe that the diversity of the subjects covered in more than 40 speeches has contributed to the professional enhancement of all present. Topics such as global economy, commercialization, internet, mobility, logistics and human resources, are intrinsic to successful entrepreneurship.

The significant mark of 3,500 participants in total of three days and the fact that the exhibition area has more than 16,000 m2 of products and services destined to the motor vehicle distribution industry, with 100 exhibiting makes, demonstrate the strength and success of the industry with its constituents. For these reasons, entrepreneurs of all automotive segments, from several regions of Brazil, international delegations and world industry representatives attended in the Congress and visited ExpoFenabrave. This set is a proof of credibility and adherence to the event, which grew 30% compared to the previous edition.

Luis Fernando Staub - Executive Officer of Banco Itaú Unibanco

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Gold Sponsors

Assurant Solutions Assurant Solutions, U.S. multinational insurance company specialized in F&I (Finance and Insurance) area implementation and management at dealerships and the second largest in the sale of extended warranties in Brazil, participated for the sixth consecutive year in the ExpoFenabrave, the main event of vehicle distribution industry in Brazil. The event lived up to proposed expectations and presented a framework of speeches on topics of great interest to dealers.

Assurant Solutions presented to the public its main products to the public focusing on Converging F&I, which is the combination of several services for the Dealer to offer to their clients, plan sales according to their profiles so that their business is more effective and converted into revenue. For the corporation, the opportunity to interact with the entire automotive industry, from manufacturers and distributors to companies that provide services for the entire industry, is the main point of ExpoFenabrave, besides assisting in the consolidation of the major business carried out by Assurant.

With partnerships already established with ItaĂş Seguros Auto e ResidĂŞncia and Volkswagen, it was possible to interact with a much larger universe of Dealers and present a business model that breaks down barriers that had been hindering the development of F&I market in Brazil. The possibility to enable distribution channels, which will add volume and higher compensation to the dealership, is transformative in terms of impact on Dealers net margins.

We participated in the 23rd edition of ExpoFenabrave because the event provides an interaction with the industry, end to end of automotive chain, presents new F&I business concepts and models and for that we intend to participate next year. With an overview of the event, we give an 8 to ExpoFenabrave. For the next editions I suggest that the opening period coincides with the period of the Congress, avoiding additional costs without any flow.

Alternatively, the organization could create mechanisms to generate flow and keep attractive visitation to attendees and non-attendees of Fenabrave Congress, increasing participants’ business possibilities.

Fabiano Telatin, Automotive Corporate Officer of Assurant Solutions

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F&I Brasil The F&I industry is in process of formation and the vehicle distribution in process of transformation.

The formation of one helps the transformation of the other. One needs the other to survive and prosper. F&I Brasil participates in Congresses for over 10 years. In the beginning as speakers and, in the last five years, as exhibitors.

Fenabrave Congresses have been instrumental in the formation of F&I industry. Through them we have disseminated the concepts and indicated ways for dealerships to complement the profitability of distribution business using the solutions developed by F&I companies.

Each year, Congress evolves in content and organization. Timely and necessary themes this year were focused on the aspects of profitability and business management.

To our delight, this year matters relevant to F&I were addressed in one seminar, where each speaker was devoted to a specific topic, forming an arsenal of concepts and knowledge that helped participants gather interesting elements to improve the F&I operation.

This year, F&I Brasil presented, in its booth, new F&I products that yield approximately R$ 558 on average per policy sold, and innovations in the F&I Software that help to increase the financing profitability to obtain higher approval rating and increase accessories sales.

Our feeling is that, each year, our participation in ExpoFenabrave has helped to build a picture of F&I Brasil increasingly strengthened before our target public. Congratulations to the organizers of Fenabrave Congress. We are eager to participate in the 2014 Congress and, once again, have the opportunity to give our contribution to the discussion of the main topics of interest to the vehicle distribution industry and, particularly, to the F&I industry to which we belong and are helping to build in a pioneering way since 2001.

Marcos Moreira, Corporate Officer of F&I Brasil

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Gold Sponsors

Indiana Seguros Liberty Seguros, World Cup Official Insurance Company of FIFA 2014™, was one of the participating brands in the ExpoFenabrave 2013, held on August 7 to 9 in São Paulo (SP). Since 1997, the company participates in the event through Indiana Seguros, a pioneer company in selling insurance in the Dealership channel, incorporated to Liberty Group in 2008.

Participation in the event is an opportunity for the company promote its make, strengthen the relationship with partners and know closely the news and trends in the segment. Indiana Seguros operates exclusively in the Dealership channel and, for this reason, it is essential to be close to the segment, so we can understand more clearly and objectively the needs of our partners.

In this edition of ExpoFenabrave, Indiana Seguros took to Expo Center Norte a booth representing a football stadium. In the space, guests could simulate a penalty kick. We know that Brazilians are passionate about football, and our partners are included in this group. Therefore, since we signed a sponsorship contract for World Cup, our communication is fully linked to the football theme.

Paulo Russo, Corporate Officer of Indiana Seguros

Usebens Seguradora This is the ninth year we participate of Fenabrave Congress. We noted that this edition of the trade fair has evolved considerably over the previous year, with a very significant flow of people. The overall event was very well organized, and the thematic content and level of chosen speakers were very good. One of the differentials of Usebens booth was to show a diversity of products and, therefore, show the Dealer how to add additional R$ 600 per car sold.

ExpoFenabrave reached our expectations, we made good deals and welcomed our clients and partners to strengthen relationships. For the next editions of the event, we suggest that Fenabrave remains strict in the practice of governance regarding the relationship among Sponsors and their involvement in the thematic aspect of the Congress.

The reason we participate in Expo Fenabrave is always bring to Dealers friends the seriousness and diversity of an insurance company 100% Brazilian, and its basic principle of “Brutal Simplicity in Insurances”, within the dealerships.

For 2014, we will continue making all efforts to bring more novelties to our Dealers.

Carlos Gustavo Zago – CEO of Usebens Seguradora.

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Gold Sponsors

Resource Automotive Brasil Resource Automotive participates in the ExpoFenabrave since 2008, that is, in 2013 we attended the event for the sixth consecutive year. It evolved compared to 2012. The main improvement was to put the F&I topic in a longer workshop. The number of professionals who attended that workshop proved the strength and relevance of the topic in the present moment.

Unquestionably, the F&I Seminar with the packed audience was the great positive factor. F&I proved to be the topic of most interest to the participants and the most powerful tool to reverse the current margin squeeze.

This matter should continue to receive attention with more space in the agenda of speeches.

Our booth aimed to be a suitable environment for Dealers to interact with our commercial area and get to know our portfolio of F&I products, and we offered an opportunity for relaxation during the breaks of the Congress.

In all Fenabrave events we were present, we worried about offering our visitors a groundbreaking attraction and, in 2013, we had our booth, a sporting shot booth in the Air Soft modality, with equipment especially brought from France for the event.

Resource Automotive presented visitors with the following products: Differentiated Insurance Extended Warranty for Cars and Motorcycles, Car Certification Programs, Financial Protection Insurance, GAP, Tires and Wheels, Maintenance Programs or Inspection of vehicles, 24 hour Vehicle Assistance and Training. Our focus in the event has always been to establish contacts with clients, foster relationships, initiate partnerships and also meet once again our current partners.

ExpoFenabrave, the largest industry event in Latin America and the second largest in the world, is a gathering of utmost relevance for the entire chain of the automotive industry. Automotive Resource support for the realization of an event of this magnitude is an excellent opportunity to highlight to an audience composed of leaders of the automotive industry our position as leaders in F&I. Also, maintain the trade fair from Wednesday to Friday proved to be more appropriate than having the last day on Saturday; for that our grade to the event is 10.

Welson Bolognesi, CEO of Resource Automotive Brasil.

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silver sponsors

CNseg / Cetip This was the second participation of Cetip in the ExpoFenabrave, which we consider one of the main forums for reflection on the segment of the automotive trade in Brazil. The quality of the speeches and the proximity to business partners encourage us to participate in the 2014 edition of the event.

In our booth, we had the opportunity to offer more details about our solutions, which enable the granting of credit in a fast, efficient and safe way. Among them, Cetip | InfoAuto Payments, the Sistema Nacional de Gravames (SNG) and Sircof.

Through InfoAuto Payments, financial institutions have a standardized and automated process to perform the verification and validation of the warranty and release of funding, according to parameters set to the credit approval conditions established by them, and promote faster payments of operations and assertiveness in pricing the financed vehicle.

Iroilton Medeiros – Commercial and Products Corporate Officer for the Financing Unity of Cetip

Dealernet Dealernet, a company that has been in the market for over 22 years and launched in ExpoFenabrave 2013 the Dealernet WF Cloud and the Dealer.City. Today, the dealership management systems are highly passive, they have the information but do not respond to a nonstandard situation. Thinking about it, we focused our development not only on a new WEB platform, but mainly on a system fully integrated to a WorkFlow tool, where the system governs the pending tasks within the company, distributing them and enforcing their implementation.

CNseg participates in the ExpoFenabrave for five years. Throughout this period, Fenaseg has had the opportunity to publicize their services, the initiatives of the insurance market in Brazil, and strengthen the institutional relationship with Fenabrave.

We have a very positive experience in respect to the partnership with Fenabrave and ExpoFenabrave.

It is an event of great importance to increase the contact with companies representatives of several segments.

Ricardo Romeiro, Chief Officer of the Central de Serviços e Proteção ao Seguro

Dealernet WF Cloud was created to meet the companies needs to better control their businesses oriented in process flows. In addition to providing the necessary infrastructure ensuring security, high availability and mobility in accessing the DMS. This solution optimizes the cost of investment in infrastructure, personnel and software licensing, contributing to a better business financial result.

Dealer.City was born from the partnership of Dealernet and Microcity, largest infrastructure outsourcing company of the country, with more than 200,000 pieces of equipment leased and distributed throughout Brazil.

Regis Braga, Corporate Officer of Dealernet

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SUPPORTERS

CarClick For the second consecutive year, the CarClick Used Car Portal, company of Disal Group, participated in the ExpoFenabrave. Due to its innovative and inviting structure, the booth was one of the busiest of the fair. The place was visited not only by partners of the Dealers Chain, but also by authorities and entrepreneurs interested in the company product.

ExpoFenabrave is the type of event that every company related to the vehicle distribution chain in Brazil cannot be left out. It is the meeting point with the market trends and time to share the industry information, since the majority of companies representatives of the automotive industry participate in it. Thus, it is an excellent opportunity to expand our business.

Sergio Reze, Group CEO

Honda and NTC&Logística Honda and NTC & Logística (National Association of Cargo Transportation and Logistics) companies were supportive of the 23rd Fenabrave Congress and ExpoFenabrave, but did not have a booth in the event.

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Fiat We participate in the event since 2008 and, for FIAT, the participation in ExpoFenabrave surpassed expectations with an excellent Congress and the wide variety of exhibitors at the Fair.

In our booth, we had the Punto Blackmotion exhibition, besides being the point of contact and interaction with our Chain of Dealers and possible interested in the make business opportunities.

The event has grown in relation to 2012 and was better organized, not to mention the opportunity of networking.

Lélio Ramos, Commercial Corporate Officer for Fiat Automóveis.

In this year, with more participating companies, ExpoFenabrave recorded attendance record.

assemblers

Chery This was the first time that Chery participated in the ExpoFenabrave since it took over its operations in Brazil. We evaluate the assembler participation as extremely positive. The event is indispensable for all those who wish to get acquainted with the directions of the industry and its challenges, closely know its trends and make new contacts, strengthening the ties of relationship with decision makers.

We expect to be present in future editions.

Luis Curi, CEO and Vice-President, Chery Brazil

Case New Holland For over ten years, Case and New Holland participate of Fenabrave Congress and in the ExpoFenabrave and, along this period, we could realize the importance and evolution of the event. The fair is a great opportunity for Dealers and makes establish new ties or strengthen the already established and gain new clients. With it, exhibitors participants can present technological innovations and show the main developments of automotive industry. The Congress addresses important issues presented by guest speakers and seminars. They are very relevant and instructive matters, involving all automotive segments, they are of great importance to the constant evolution of the industry. Furthermore, the good organization allows participants to feel comfortable and enjoy the event.

Alexandre Martins, Dealer Development of Fiat Industrial.

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DAF Brasil ExpoFenabrave 2013 edition was very important at this point in time of DAF Brazil, in which we are finalizing the plant construction in Ponta Grossa and working in the development of our Chain of Dealerships. This is the second year we participate in the exhibition and it is always a great opportunity to connect with partners, future partners and with market news. Our assessment is always very positive, as the public of the event is very qualified and selected, a unique opportunity to develop a closer relationship with the companies in the segment.

Michael Kuester, Commercial Corporate Officer for DAF Brazil

Geely Motors do Brasil It was the first time Geely Motors Brazil participates in the ExpoFenabrave, and the event surpassed our expectations. Our products – the EC7 sedan and GS2 compact – were the differentials in the booth, besides the own “inaugural” presentation of Geely make in Brazil.

Our goal in participating in the fair was to establish and expand contacts with Brazilian business groups working with the automotive retail. The strong point of our participation was the quality of the visitors to our booth.

In principle, we intend to participate in the next Fenabrave Congress. It will depend on the Geely Motors Authorized Dealership Chain in 2014.

Ivan Fonseca e Silva, CEO of Geely Motors Brazil

Hyundai Motor Brasil “The Most Desired Make” award, won by Hyundai Motor Brazil, made our presence be even more remarkable and special in this second consecutive year of participation in ExpoFenabrave.

We took the time to strengthen relationship with Dealers from several places of Brazil and update ourselves on the industry news. In this edition, our booth counted with the presence of HB20 and HB20s, and enabled us to hold extremely positive meetings and services.

We hope these meetings and learning produce fruits and help us maintain the successful path we have traveled so far.

Sérgio Rodrigues, Executive Officer of Marketing and Sales for the Commercial Division of Hyundai Motor Brazil

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assemblers

MAN Latin America MAN Latin America participates for the fourth consecutive year as an exhibitor in ExpoFenabrave. This is event is of utmost importance for our segment, make exposure and relationship. During the days of exhibition and speeches we interacted with key clients and suppliers of Distribution Chain who visited our booth. Moreover, Fenabrave elects, through electronic voting, the award of “The Most Desired Make� of Brazil, for which MAN has been elected a few times in a row.

We participated in the fair as an exhibitor for attendees to know our make, responsible for Volkswagen and MAN Trucks and Buses.

Ricardo Alouche, Vice-President of Sales, Marketing and PostSales for MAN Latin America.

Volkswagen Volkswagen, as in previous years, actively participated in the ExpoFenabrave - an excellent opportunity to exhibit their new products and strengthen the relationship with their extensive Chain of Dealerships. The strong point of the event, which due to its organization and level of speakers and guests deserves 10, was the Congress. Current topics of great importance for the industry were discussed. In our booth we highlighted the Fox BlueMotion 2014, which is equipped with the new three-cylinder 1.0 engine, the latest produced by Volkswagen in Brazil.

Dieter Strass - Chain Development Officer of Volkswagen of Brazil

Exhibitors

Aqua This year was our first participation in the event. It certainly was a great debut as it generated great businesses and commercial partnerships. The main attraction of our booth was our own solution, ShowCase – an interactive catalogue of vehicles. Aqua interest was always to show the Dealers and assemblers that we have an innovation that will revolutionize your sales process. We had hundreds of people over who tested and approved our touchscreen.

Grade 10 to Fenabrave. See you in 2014!

Márcio Claro, Corporate Commercial Officer

Canopus Canopus Consortium participated for the second time in ExpoFenabrave and thereby increased even further the make visibility at the fair this year. This fact is due to our daily work of strengthening the make all over the country, as well as to a better organization and dissemination of the Fair. With regard to the whole structure and support offered as well as to the level of participants, exhibitors and speakers, we could not give less than grade 10 to the 2013 edition of the 23rd Fenabrave Congress and ExpoFenabrave. Our expectation of closer relationship with our partners, strengthen trust in our make, loyal consumers and show the whole vehicle distribution industry our differentiated products, with safe options to suit every need, was met. Another highly favorable factor in the fair this year was the presence of Canopus Companies CEO, Marcos Cruz, as speaker in the Congress, who only added value and respect to our make. We intend to maintain the partnership with the event for being geared to the vehicle distribution industry of Latin America, offering us the opportunity to exhibit our product to a highly specialized and focused public.

Pedro Santos – General Manager of Consórcio Canopus.

Consórcio Tradição Consórcio Tradição was present for the first time in ExpoFenabrave. We assessed our participation as very good, as it provided us many contacts and visualization by attendees. As a differential in our booth, we hired magicians who used Tradição products / services in the presentations. Those who watched it liked a lot, because they interacted with the visitors and at the same time showed the qualities, characteristics and objectives of Consórcio Tradição.

The first two days were very good, with a lot of public, good speeches and consequently movement in the booth.

However, our grade for this event is six for two reasons: firstly, we were informed that all participants who would have lunch on site would have only one exit, which was just in our corridor, but it did not happen and people left through several corridors. On Friday, as the brunch was in the corridors, our booth was empty. The second point is that the final speech on Friday morning drew no visitors’ attention, causing many participants to go away before lunch, therefore, August 9, for us, hardly existed. For next year, for sure, we will be better prepared and have more success in our participation.

Laercio Geronasso, Officer

Construtora Tempo It was the third year of Construtora Tempo participation in ExpoFenabrave and, as always, seeking to strengthen our relationship with clients. This year the event was below our expectations, as we felt a slight decrease in the number of visitors with a consequent reduction in the number of businesses. The overall organization remains perfect as well as the choice of speeches. We have already booked our space for 2014 edition of Fenabrave Congress and ExpoFenabrave.

Mauro Mendes, Manager of New Business Development and Commercial Area

Dekra For over a decade, DEKRA participates in ExpoFenabrave. In 2013, we focused on direct commercial actions with our clients and institutional promotion, so that everybody understood the greatness and potential of DEKRA Group in Brazil and worldwide. We understand that the event is a great opportunity for publicity and new businesses for DEKRA. For the next edition, one of the great challenges of the organizers will be further increase the number of attendees by developing a campaign to foster visitation by people who go to attend the speeches and circulated through the booths.

Luís Neca, Manager of DEKRA Group in Brazil

Dealer Magazine

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Exhibitors

Falconi In the first participation of FALCONI Consultores de Resultado in ExpoFenabrave, we had the opportunity to delve into industry novelties, interact with attendees in our booth and present the titles of our Publishing House. It was also possible to learn the current challenges of each company in their day to day and establish new partnership relationships.

Furthermore, it was interesting for the public it gathers and the opportunity to present our experience and knowledge in the automotive industry, transferring managerial knowledge and contributing to our clients reach new levels of results.

ExpoFenabrave, besides the main event of the industry in Latin America, proved to be an important happening to understand the industry difficulties, share FALCONI experiences and contribute to the improvement of results that each participant seeks in their organizations.

Sergio Honório de Freitas – Officer of Sales and Client Support FALCONI Consultores de Resultado

INCGroup “It is the first participation of INCOIL in the event. Our participation was a success, we strengthened key partnerships and closed great deals. The strong point of the event was the presence of opinion makers in this market and the opportunity to show them that our company has the best equipment for fluid transfer, as well as solutions that generate great results for their businesses.

We showed the conventional system for bulk lubrication, an automated system that is a unique technological solution in the domestic market for Fluids Management.

We also presented the system for proper disposal of used oil, parts and accessories in general for Lubrication. We intend to participate in the 2014 event and, once more, to convey to our clients what is most efficient in the market for fluid handling, focusing on our differential that is to work the innovation offering high technological solutions.

João Carlos Pecinini, General Manager

IZMOCARS It was our first time in ExpoFenabrave. As strong points of the event we can highlight the good choice of speeches, in addition to the visitors’ good responsiveness and the new solutions. Thus, I suppose that we will be able to introduce new technologies in the Brazilian market.

I would like to suggest a certain amount of time dedicated to exhibition – say that about half a day would be sufficient for participants to have more time to visit the booths. However, the event reached our expectations, as we made a lot of contacts and look forward to a partnership with a Brazilian company.

Tej Soni, izmocars CEO

LEONE Equipamentos LEONE Equipamentos has participated since the first edition of ExpoFenabrave, supporting the organization in its publicity actions to the market and Chain formation with updated information. In these events, we seek to show in our booth trends in equipment and new revenue ways for the Chains, with a wide range of products ranging from a replacement to TURNKEY solutions to the industry entrepreneurs.

We congratulate Fenabrave for the remarkable quality and growth of the event, as well as the qualification of visitors.

Rafael Galea, Marketing Manager

Linx In the third participation in ExpoFenabrave, we confirmed that it is the best opportunity for the distributors of automotive industry to keep themselves updated with the best practices of the domestic and international market. The result of the work done by Linx – travel the world, analyze internal and external distribution markets, capture several assemblers targeting – was condensed in just three days, without wasting time or money with long trips.

During the event, we presented new features already available to the clients and targeted to the desired strategic vision and strengthen our image and relationship with the market. We noticed a reduction in the volume of participants compared to last year, but we have high expectations for next year.

Dario Gouvêa - DMS Segment Officer

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Dealer Magazine

Lupus Equipamentos Seeking to improve the relationship with our public, Lupus exhibited in Fenabrave Congress and ExpoFenabrave for the second consecutive year. The event, which is a great opportunity for quality business, brought great contacts and partnerships to our automotive segment, as well as added much knowledge to our current developments.

For us, 2013 is a year of many achievements, because in addition of completing 50 years of operations in Brazil and having a significant range of exclusive partners, our brands have been targeted and, today, are established by Lubrication and Supply Equipment, Automotive Equipment and Equipment and Environment Solutions. We are very happy and consider this year as an important milestone in the history of Lupus.

Mario Panelli, Officer of Lupus Equipamentos

Lus Ferramentas In its first exhibition, Lus Ferramentas opted to exhibit at ExpoFenabrave and show its already approved work in some assemblers such as Hyundai, Nissan, Renault and BMW, through the standardization of car tools for the Chain of Dealerships, in partnership with Stanley Black&Decker.

Our presence in the fair caused an immediate repercussion in new assemblers present in the event. We had in our booth many visits of owners and corporate officers who appreciated our standardization, organization, tool control and agility in service.

There is no doubt that Lus Ferramentas with its Partner Stanley Black&Decker will be in the next ExpoFenabrave.

Salvador Benchimol Neto, Corporate Officer.

MicroWork Softwares In this edition of ExpoFenabrave, we presented to the market and clients our new generation of software in the cloud (CLOUD), in a high availability environment for you to focus 100% in your “Core Business”. MicroWork CLOUD has shipped the very latest in software development, which allows the user to access their information with full mobility from anywhere, at any time and on any device (Desktop, Notebook, Tablets), for you to make quick and accurate decisions no matter where you are.

At MicroWork, in addition to relying on technical support with 90% satisfaction and average waiting time of 40 seconds, we have international certification ISO 9001:2008, ensuring you total quality products and services. It was a pleasure to participate for the sixth consecutive year of Fenabrave Congress and present to the main assemblers of the Country and their distributors our solutions for the complete management of vehicle dealerships.

Marcelo Lazarim – Executive Officer of MicroWork Softwares.

Ministério das Cidades In its first time participating in the ExpoFenabrave, the Ministry of Cities had the opportunity to publicize the program PARADA – A pact for life, which aims to comply with UN 66/260 Resolution, which set the goal of 50% reduction of Traffic accidents in the decade of 2011/2020. This is an ambitious goal, and in order to be enforced it requires the involvement of government at all levels, as well as all civil society, public entities, private companies and all segments of the industry. Fenabrave provided greater publicity of PARADA and the expansion of partners for this cause.

Ministry of Cities

MOC Brasil MOC Brasil participated in the ExpoFenabrave for the third consecutive year. We believe that every year that goes by our make consolidates more in the segment in which we operate and we understand that 2013 was a year of better business developments.

The strong points of the event continue to be the organization and business opportunities. In this edition, we presented the Menu on Demand (tablet), the most desired tool by the dealership aftermarket area. In 2014 we certainly be present again.

Mauricio Bozzi – Operating Manager for MOC.

NBS Informática For NBS Informática this was by far the best Congress since we started to participate five years ago. We enjoyed very much the speeches themes and noted that our clients visiting the event also enjoyed them. The differences of our booth this year were very good, without mentioning that the location was excellent. We had three sets of data show, which was good to show the novelties and improvement to our CRM system and F&I Table. We intend to participate again in 2014.

Antonio Orione, Commercial Corporate Officer

Dealer Magazine

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Exhibitors

Pat Paulicéia Our expectations for our first participation in ExpoFenabrave were strengthen our relationship with the market, disseminate Pat Paulicéia make, demonstrate the quality of our repair services of automatic transmissions and interact with our prospects for business generation. We are certain that these expectations were met and even exceeded. We had the market recognition and engaged in new commercial possibilities. We also had the opportunity to deepen our relationships with some clients. Actually, we were also happy to achieve our communication goals through our booth, which was highly praised and attractive, two open automatic transmissions to allow the observation of parts and tables made from frames of automatic transmissions. We also showed our entire infrastructure and productive process by means of a video displayed in two TV sets. We are already looking forward to participate in the next edition of the fair, when our presence will be fundamental in an event of such magnitude. We also emphasize the quality of the event, which was of the highest level.

Marcelo Buzzi, Administrative Manager.

Quest Inteligência Quest Inteligência participated for the first time in ExpoFenabrave 2013. We can say that the expectation to present our make and services was reached and proven by the presence of more than 1,000 visitors. By means of an audience of who decides and influences coming from the Dealerships, Assemblers and Importers, Quest Inteligência opens doors to new markets and clients.In addition to the beautiful decoration and location, the booth of Quest Inteligência provided a moment where clients and visitors could learn about our innovate solutions in the area of Survey of Satisfaction, Contact After-Purchase and After-Service, Geomarketing, Business Intelligence, among other services. Aiming to achieve 100%, we are already preparing a broader space to mark further our participation in the event of 2014!

Rafael Nascimento – Manager of Projects and Clients

REWEB Reweb participated for the first time in the ExpoFenabrave. We assessed how fruitful was our participation, mainly regarding the contact with Dealers and potential partners that serve the same market. We generated good contacts and also welcomed our clients in our booth. As it was our first participation, our first goal was to promote our make and services. This was primarily done with explanations and RealTime experiences in our booth for prospects and clients. Also, we had a very complete material for clarification and explanation regarding the services we provide to the market. The main reason for Reweb participation was that we have a well-focused product for a universe of Dealers, which is creating amazing results in revenue growth for our clients. On that account, we intend to participate in 2014.

Mathias Susemihl – Managing Partner

Supra Chile/Safe Master The fact that ExpoFenabrave gathers the leading exponents of the automotive industry in Brazil was one of the reasons why Safa Master decided to know and participate for the first time of the event. It was an opportunity to introduce ourselves to our future clients, which generated good sales opportunities. The event met our expectations and was a total success. Visitors were very much interested in our products. We were able to prove that we are doing a completely unexpected innovation, but very welcomed by the fact we consider that it is an operative necessity that all Dealers have. We took to the booth products and presentations to meet the needs of all our visitors. Thus, everybody could interact and test our products. For 2014, we intend to participate again in the event together with our U.S. supplier KeyPer Systems. We found the speeches themes very important and current. However, in the next events, it is worth rethink the journey of workshops, as it is too long and after 4PM there are no people to visit the booths.

Rodrigo Huidobro - CEO of Safe Master

Syonet CRM This was the sixth year we participate actively. We evaluated our participation as very interesting and productive. The level of the speeches rises each year; participants and exhibitors perceive that and attend the event. The integration with our clients and visitors is always the climax of the event for us. We can see friends and clients and this strengthens our make and our product. Another strong point was the event organization and solicitude of the staff working at the event. In the exhibition, we divulged our 10 years of life with more than 730 clients, all with success cases. We showed the public the Syonet CRM, market-leading product that really helps to sell more and loyal clients. All that is attested by our own clients in their testimonies in our website. We always hit our target in the event and this year was not different. Every year we conquer new clients due to our participation in the Congress.

Aurélio Bardou Martins, Executive Officer of Syonet CRM and Client Management

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Dealer Magazine

TeleCheque It is the third consecutive year that TeleCheque participates in ExpoFenabrave with excellent business opportunities. Our goal was to show how the check can be a secure tool for dealerships offer credit to their customers. The business approach of TeleCheque drew a lot of attention from the attendees, as the TeleCheque Garantido benefit is a great differential to divide the vehicle down payment in installments. We noted that, in this edition of the event, people flow was smaller compared to the previous year, however, the quality of contacts exceeded a lot, thus creating great opportunities for future businesses.

The organization strategy of the event placing the coffee breaks on the booth corridors allowed greater flow of people to the booths, providing the companies with the possibility of a greater promotion of their products and services. Another strong point of the event was the number of owners and decision makers enrolled in the Congress, easing to the exhibitor to make a direct approach to their businesses.�This year we captured just 257 leads, 70% less than the previous year, but we are still satisfied with the fair and the possibility of big businesses. For next year we intend to invest more in entertainment.

Leandro Gomes, Commercial Coordinator

Entities participating in the event Every year entities support Fenabrave Congress and join the exhibitors. In the 2013 ExpoFenabrave edition, the following were present, BNDES (National Bank for Economic and Social Development), Anfir (National Association of Road Implement Manufacturers) and IQA (Automotive Quality Institute).

Record Until the closing of this edition, Gold Sponsor, JM&A Brasil and the following Exhibitors, Peugeot, Quantium, Reachlocal, Sascar, Serasa Experian, and Totvs, had not forwarded testimonials to this section. Thus, we record the participation of these companies through pictures taken during the exhibition.

JM&A Brasil

Peugeot

Quantium

Reachlocal

Sascar

Serasa Experian

Totvs Dealer Magazine

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hostess

Fenabrave and its respectable public Fenabrave booth, the hostess of the event, offered, in a single cozy and welcoming environment, all products and services offered by the entity, besides housing the speakers lounge and the International Lounge – space that served as a meeting point for all foreign delegations attending the event. Also, the space followed the “Show” concept, presented at the Opening Ceremony, which housed Fenabrave TV studio, where were conducted the interviews by the Journalist Fátima Turci; it also housed the Sustainability Hall, where two consultants were available to those interested in

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learning more about the environmental processes and laws that involve the industry, as well as areas intended for promotion of products and services offered by the entity, such as Fenabrave University / Fenabrave TV, Twenty Group, Dealer Magazine, PAC-Program of Cooperative Management and Market Intelligence.

The cozy and innovate environment attracted hundreds of visitors, who could relate to the other participants and taste the delicacies prepared by Buffet Ghee, always in a relaxed atmosphere and total union.

SÓ CON

RCIO

Com o consórcio, sua concessionária aumenta as VENDAS, RECEITAS e a FIDELIZAÇÃO de clientes.

Utilize o consórcio como canal de vendas de varejo diferenciado. Confira as vantagens: Ampla diversidade de planos que permite à concessionária aumentar a abrangência de público potencial; A contemplação mensal dos consorciados assegura a continuidade das vendas, trazendo novos negócios em função da carteira de pré-venda; O tráfego gerado pelos consorciados em sua concessionária proporciona ótimas oportunidades para conhecer o perfil dos seus clientes, e oferecer outros produtos e serviços.

CONSÓRCIO, EXCELENTE OPORTUNIDADE DE NEGÓCIOS!

9 a 11 de abril de 2014 | Bourbon Convention & Spa Resort Atibaia www.abac.org.br/conac

www.abac.org.br

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Melhore seus resultados com o Consórcio