Mopar Masters Guild Magazine May-June 2019 by Don Cushing

Leaders in the sale of quality Mopar Parts.

May - June 2019

Also In This Issue From the Desk of MMG President Susan McDaniel ....................................2 Jeep Deakers Work Together to Push Accessories. ....................................... 3-6 FCA Certified Collision Care Program Elevates the Focus on Proper Repairs .................................. 6-7 The View From My Office.............. 8-9 Supporting Vendors .....................10-11 Reynolds & Reynolds .........................12 OEConnection .....................................13

Jeep Dealers, Mopar Work Together to Push Accessories Sales for New Gladiator Pickup

CDK Global .........................................14 PSX - Parts Sales Xcellerator ....15-17 Snap-On Business Solutions .............18 UPS .................................................19-21 AER Manufacturing .....................22-23 Reynolds & Reynolds .........................24 10 Missions Media .............................25 OEConnection .....................................26 Autobody News ...................................27 EliteExtra ............................................28 CDK Global .........................................29 Katzkin Leather ..................................30 Top Six Phone Etiquette Mistakes .........................................31-34 How to Protect YourBusiness Against

FCA Certified Collision Care Program Elevates the Focus on Proper Repairs

Negative Reviews................................35 2019 MMG Officers/Committees ..36

The exchange of information by like size dealers in a non-competitive environment.

Mopar Masters Guild

March - April 2019

From the Desk of MMG President Susan McDaniel Pace Yourself I can’t believe it is ALREADY August! It seems like yesterday we were all mee ng for our Spring 20Group right here in sunny Phoenix, Arizona. I am probably the biggest offender of this old cliché called “Pace Yourself” but I’ll bet I’m not alone. Some mes we just have to ask ourselves…is this a REAL deadline or something I just made up? We all seem to cram so much into every single day and don’t stop un l there is not an ounce of energy le . The next thing you know, it’s already next week! Next month! Next year! Take a minute to walk through your departments and look at everything you have created. The people you have trained who are now great leaders, the processes you have put into place that have brought great revenue into your stores, the rela onships that you have built with customers, vendors, and your peers. Think back to 10 years ago…if you had not learned new ideas, processes, and met some of the people in your life right now, would you be where you are today? As we approach another 20Group mee ng, I challenge everyone to look back at our past mee ngs together, our conversa ons, and the rela onships we have built as we have grown. I can guarantee you that there has not been a single mee ng or gathering with this group that you have not learned something about yourself that has made you stronger, a p on how to be er manage your people, or an idea that you have brought back to your department and witnessed a success story. Our fall 20Group for the Mopar Masters Guild will be held this August 19th, and 20th 2019 at the Detroit Marrio Troy, Mi. offering # 673146. Ryan Maguire and his team will be mee ng with our group on Tuesday a ernoon. Don’t miss this! If you do not already have a link for the Marrio group rate, please contact Susan McDaniel susan@billluke.com or Don Cushing dcpubnews@gmail.com Many of us will be flying in early for The Woodward Dream Cruise held Saturday, August 17th, 2019 on the storied Woodward Avenue just north of Detroit. Another group favorite is the iconic Henry Ford Museum in Dearborn, not to men on The Motown Museum – Home of Hitsville USA! Don’t miss this opportunity to hang out, learn, discuss, and brain storm with some of the most successful Parts and Service Managers associated with Chrysler, Jeep, Dodge, Ram, Fiat, and Alpha Romeo stores. In the mean me…Pace yourself. Ask yourself if this can wait. Take a good look at what you have already accomplished. Make yourself a list and take valida on of checking off your goals. Take advantage of this opportunity to meet with individuals that will stretch your mind even further that you had imagined and relax a li le. You deserve this. “I was cranked to a fi h gear, and everything I did, I did on a deadline.” -

Mitch Albom

Your President,

Susan McDaniel Susan McDaniel - susan@billluke.com - 602.336.1557

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Jeep dealers, Mopar work together to push accessories sales for new Gladiator pickup

Fiat Chrysler Automobiles expects to sell more accessories for its new Jeep Gladiator than for any other car or truck in the automaker’s lineup. And Jeep dealers and fixed ops managers say they are coun ng on buyers tricking out the pickup to broaden their sales of accessories and performance parts. “It’s going to be hot, for sure,” says Jack Szanto, parts manager at DCH Chrysler-Dodge-Jeep-Ram-Fiat of Temecula in California. Well before the Gladiator arrived in Jeep showrooms last month, execu ves of FCA and its Mopar parts and service division tapped dealers and enthusiasts to help plan and execute high-profile concepts to promote customiza on of the truck. “We think it’s going to be the most accessorized vehicle in the FCA por olio,” Kim Mathers, Mopar’s head of accessories and performance, told Fixed Ops Journal. That’s a high bar. FCA es mated that in 2017, 98 percent of Jeep Wranglers were ou i ed with at least one Mopar accessory. Overall, though, only about 5 percent of vehicle customers buy add-on accessories where they purchase their car or truck, the dealer so ware provider Reynolds and Reynolds es mates. New-vehicle dealerships con nue to lag far behind a ermarket vendors in the $44 billion a year U.S. accessories market, where profit margins rou nely approach 50 percent. Jeep’s campaign tou ng factory accessories for the Gladiator aims to help Continued on Page 4 close that gap for FCA and its dealers.

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

Continued from Page 3 Building the array In April, FCA displayed six concept Gladiators at the Easter Jeep Safari, an annual off-roading event for Jeep enthusiasts in Moab, Utah. One of the concepts, the Gravity, “was a showcase for the Mopar parts catalog,” Mathers says. “You can order a Gladiator Rubicon and build a replica out of the catalog.” Another of the concepts, the Scrambler, consisted of about 80 percent catalog parts, Mathers adds. Responses to the Gladiator from people a ending the safari are helping Mopar tweak accessory offerings, she says. “We asked, ‘Is [this accessory] the right thing to do?’ “ Mathers says. “Is our intent correct? Do we need to modify, drop or add something?” Dealership marke ng materials for the Gladiator, as well as a mobile app that lets buyers configure the pickup, feature many of the accessories displayed at the safari, she adds. Mopar wasn’t alone in solici ng reac on to the Gladiator at the event. Many customers of Larry H. Miller Chrysler-Jeep-Dodge-Ram Sandy, near Salt Lake City, a end the Moab safari and have been asking about the Gladiator for months, notes Jake Turner, the dealership’s accessories manager. The dealership plans to build and display customized Gladiators similar to the vehicles from the safari to generate showroom traffic and parts and service sales. “Those Moab builds are insane,” says Ben Hardy, a salesman at the dealership. “Many customers will take those ideas and downsize them — a li not quite as high, res not quite as big.” The dealership’s fixed ops and sales opera ons work together to sell modifica ons and guide customers through accessoriza on and customiza on, Turner says. He predicts the most popular factory accessories for the Gladiator, among the 200-plus on offer, will be steps, bumpers, tonneau covers, li kits and wheels and res. The base Gladiator Sport with automa c transmission lists at $37,040, but prices for the higher-spec Rubicon range from $45,040 to more than $60,000, before accessories. Heavily accessorized Gladiators could sell for $70,000, Turner adds. Mathers notes that Mopar is working with Chrysler Capital, FCA’s finance arm, to help reduce the cost to buyers of financing factory accessories. That makes them a more a rac ve deal than accessories bought at independent shops, Turner says. Jeep declines to cite sales projec ons for the redesigned Gladiator. But Hardy predicts Gladiator sales will equal those of the Jeep Wrangler SUV for the first six months to a year, then level off at 50 to 60 percent of Wrangler volumes. Last year, Jeep sold more than 240,000 Wranglers in the United States. Dealer input Mathers says Mopar’s Accessories Excellence program enables parts, service and sales employees at FCA dealerships to keep a por on of the profits on the accessories they sell. That incen ve is a tangible measure of Mopar’s interest in working with dealerships, she says. The program can mean as much as $2,000 a month for employees of the Temecula dealership, Szanto says. He adds that he was “pleasantly surprised” that Mopar contacted him several mes in the past year for input about Gladiator and Wrangler accessories sales. He says he proposed that Mopar develop a be er defini on of the scope of accessories it offers. Continued on Page 5

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts Continued from Page 4 “In the past, we’ve had too many items that weren’t marketable,” Szanto says. “We don’t need to be involved in camping. If [customers] are spending $1,500 for a top- er tent, it won’t be ours.” It’s be er, Szanto asserts, for Mopar to focus on “vehicle” items for the Gladiator, such as custom-tuned shocks, bumpers and integrated storage. As at the Miller store, Szanto says his dealership is building custom Gladiators for inventory that are also designed to promote retail sales of lesser-priced units and accessories. The dealership does customiza ons and modifica ons in house to prevent accessories sales from defec ng to the a ermarket, he adds. “We realized that we could sell something be er at a lower cost if we strategized,” Szanto says. Two service technicians perform the customiza on work, he says. “These are flat rate jobs, but we set realis c limits on the labor that goes into [modified vehicles] so as not to price us out.” Szanto says he expects as many as half of the Gladiators the dealership sells to include a “light” customiza on package consis ng of 17-inch wheels, 35-inch res and a Mopar 2-inch li kit, Szanto says. This setup costs about $5,000 to produce and adds $6,500 to $7,900 to the sale price, he says. “These are meant to look great but not be too expensive,” he says. He predicts that 25 percent of Gladiator buyers will opt for a “heavy” accessories package cos ng $12,000 to $16,000. It includes modified bumpers, a winch, more wheel op ons, a li kit, 37-inch res, accessory lights and fender liners. The higher-priced units take longer to sell, he notes, but o en promote sales of the lessexpensive versions. Szanto projects the dealership will sell 15 to 20 Gladiators a month during the pickup’s first year. The accessories customers order at the me of sale are installed during a service visit a week a er purchase. That handoff can build rela ons that will encourage buyers to return to the dealership for service a er their factory warran es expire, he says. Accessories for the new Jeep Gladiator pickup largely fall into 2 categories: A “light” customization package and a “heavy” one for off-road use. Prices of add-ons that are expected to be most popular: Light package 

2-inch Mopar lift kit: $1,495



17-inch Mopar wheels: $1,016 to $1,060 (3 designs)



35-inch BF Goodrich K02 tires: $1,204*

Retail parts total: $3,715 to $3,259 

Labor time: 10 hours (est.)



Estimated addendum sticker: $6,500 to $8,000**

Heavy package 

2-inch Mopar lift kit: $1,495



17-inch Mopar off-road or Beadlock wheels $1,140 to $1,580 (2 designs)



37-inch BF Goodrich KM3 tires: $1,440*

Continued on Page 6

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

Continued from Page 5 

Tubular side steps: $625



Winch, mounting kit and guard hoop: $794



Steel front bumper: $995



5- or 7-inch LED off-road lights: $475 to $725



A-pillar light brackets: $145 (times 2)

Retail parts total: $7,254 to $7,944 

Labor time: 18 hours (est.)



Estimated addendum sticker: $14,000 to $16,000**

Other potentially popular accessories 

Hard tonneau cover: $950



Ball mount adapter and hitch receiver: $55.75



Labor time: 30 minutes (est.)

Source: Automo ve News Fixed Ops Journal Ar cle wri en by Alex Kwanten

FCA Certified Collision Care Program Elevates the Focus on Proper Repairs Autobody News recently reached out to Fiat Chrysler Automobiles (FCA) to learn more about the FCA U.S. LLC Cer fied Collision Repair Program and the role of Assured Performance Network. FCA shared highlights about the program as well as the type of training offered and how body shops can find out more informa on. 1. Can you please tell us what prompted Fiat Chrysler Automobiles to establish the FCA Cer fied Collision Care Program? A: In 2011, we recognized the importance of assis ng our Chrysler, Dodge, Jeep®, Ram and Fiat customers through every stage of the ownership cycle, including the unfortunate occurrence of an accident. With vehicles that feature ever-increasing levels of technology and complexity, it was important to offer customers a network to turn to for safe and proper collision repair. In July 2012, we launched the FCA U.S. LLC Cer fied Collision Repair Program. It is the first OE cer fica on program managed through Assured Performance Network, the largest OE cer fica on group in the U.S. We currently have 1,847 shops that are part of the program. 2. What is the role of Assured Performance Network? A: Assured Performance Network facilitates the program on behalf of FCA and cer fies that shops have the right tools, equipment, training and modified facili es to be able to provide a proper repair. Continued on Page 7

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 6 3. What are some of the highlights you would like to share with collision repairers and others in the industry about the program? A: Mopar, established in 1937, is the official service, parts and customer care brand for FCA U.S. vehicles — Chrysler, Dodge, Jeep®, Ram and Fiat. Mopar’s top priority is to deliver owners the confidence and peace of mind that comes through repairs made at an FCA cer fied body shop with the use of OEM replacement parts. Our program seeks to be a convenient OE partner for repair centers while requiring industry-leading adherence to OE repair methods. For example, FCA has developed a list of the necessary equipment that is driven more on capability specificaons rather than specific brand name tools. For all of our vehicle owners, Mopar is there every step of the way on their customer journey, and that includes safe and proper collision repair through a trusted network. 4. What are the benefits of being part of the cer fied program? A: Par cipa on in the program elevates the focus on proper repairs. Through our partner network, we are able to require repair methods and training levels that only about 10-15 percent of the industry can meet, and we feel that’s a great service for our customers. Another benefit for our Chrysler, Dodge, Jeep®, Ram and Fiat owners is access to a network of shops where they can feel confident the focus is on safe and proper repair. Our cer fied shops have the right tools in their toolbox to safely and properly repair vehicles to FCA standards and procedures. FCA works closely with our shops to spread the word that they are part of our trusted network, and we feel this is another great benefit of our program. We host a cer fied shop locator on the Mopar owner website and the owner mobile app. We also partner with cer fied shops to offer customized mailers to Chrysler, Dodge, Jeep®, Ram and Fiat vehicle owners in certain zip code proximity to their loca ons. 5. What type of training is offered for cer fied shops? A: For 2019, we have con nued to invest in both web-based and in-person training on how to correctly repair, scan and recalibrate FCA vehicles. We are taking a closer look at our network’s performance/capabili es and ensuring we have the right shops in the network for our customer experience. 6. How can collision repair facili es find out more details about the program? A: For more informa on on the FCA U.S. LLC Cer fied Collision Repair Program, visit h p://www.cer fymyshop.com/fca. For more informa on about Assured Performance Network, visit h ps://www.assuredperformance.net/ Source: www.Autobodynews.com

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

The View From My Oﬃce

With Kat Monteiro

Is it really June already? Is 2019 really half over? I am not sure about the rest of you, but for me me seems to be passing by too fast. Things I think happened just 2 or 3 weeks ago actually happened 3 months ago! I remember being a young kid thinking the days or weeks would never end. Time moved so slowly it drove me crazy! I sure wish for those days now, to live life more slowly, with less stress and worries and to take more me for personal enjoyment, more “me” me or more family me. I would like to challenge everyone to take me to smell the roses! To enjoy what we have in life and let the stress of our jobs take a back seat, even if for just a moment or two. I believe that not only will this make us feel be er on the inside, but it will make us be er people on the outside for our family or people we meet out in the world. Things have been good at Jack Powell CDJR. When I walk through the showroom these days it is always filled with customers coming in to look at our awesome cars and trucks! The new Gladiator is the new showstopper and I have to say that I am in love with the white one that is si ng on our showroom floor these days! Of course, the Plum Crazy Hellcat si ng on the floor front and center truly has my heart! Our service department is busy and have been working on new ways to help service our fleet customers. Out in the field our fleet customers have been telling me that they are apprecia ng the pickup and drop off op on. They like not having to work out mes for them to carpool over to the dealership to either drop off a vehicle or pick it up. It is cool to be out there and witnessing our excellent customer service from our parts and service departments. Our parts department con nues to impress. When I’m out talking to customers it is our awesome parts advisors who make my job easy. When I do customer visits, they always have such great things to say about our parts advisors. How knowledgeable they are, and they are always impressed about how they will do whatever it takes to get the customer taken care of, so our customers feel important and they all feel like they are #1. They really make my job easy. It makes me feel very proud to be part of such a great team. On another note I wanted to give a shout out to our President Susan McDaniel for her men on of World Book Encyclopedias! I had a set of these books and I con nued to get the yearbook every year from like 1975 ll 2004 or something like that. Then Rick cancelled my subscrip on! I used those books so much in my life me, and our girls even used them. They really enjoyed looking through them and some mes even opted out of the internet and went to these encyclopedias for reports. And they just generally liked si ng there and looking through them. Continued on Page 9

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 8 It was hard to get rid of them, but I don’t have a library or a good place to put them in our small house. I did keep all the special year books like the year we all graduated high school, the year Rick and I got married, when the kids were born, 911, and a few others. It’s all so nostalgic. I wanted to add a few words on the FCA Service and Parts Managers 20 Group Mee ng in Sco sdale, Arizona in March. First a big shout out to Susan McDaniel for ge ng it all planned. I know it was a challenge for many since we were just in San Francisco in January. But for all those that a ended it did not disappoint! The Hotel Valley Ho was AWESOME! I loved being there so much! As always it was great to see Mark and Machelle Beaton and Jen Short. I have enjoyed ge ng to know Jen. She amazes me with her love for mules and donkeys and her li le farm! I am a bit jealous - I want a donkey! We talked about her li le girl showing her mule pony and her son doing the FFA. Our girls did FFA in high school, so we have something in common to talk about. She is such an interes ng, kind, and joyful person and I am thankful to be ge ng to know her. Rick, Marvin Windham, and Kent Cogswell had a great couple of days playing golf. And I was very happy that Laura Windham and Amy Eckhardt made the trip out with their husbands. It’s always a fun me when us girls get to hang out and explore. And with downtown Sco sdale just a short walk away there was no shortage of places to go and see. There was even a day we just hung out by the pool and talked for hours! Laura and I did take a drive out to the Botanical Gardens. And with the desert in bloom it was a beau ful place to walk around. And the bu erﬂy exhibit was open which was full of so many beau ful bu erﬂies. A er the mee ngs were over Rick and I took a drive to Presco Valley to visit Joe Thomas - our Mopar rep who re red and moved out there with his wife Anne. We have remained friends and enjoy camping together and visi ng when we can. We spent the night then headed home the long, leisurely way. It was a great drive. It is always great to spend me with our Mopar Family. I feel so blessed. Next stop - Detroit and the Woodward Dream Cruise!! Can’t wait! Hope to see many of you there! Kat

The exchange of information by like sized dealers in a non-competitive environment.

Our Supporting Vendors: Support those who support you.

March - April 2019

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Our Supporting Vendors: Support those who support you. The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

E X PER IENCE A DVA NCED SERV ICE

Part of Reynolds Retail Management System... Transforming the way consumers experience your dealership.

Our gross profit has increased $60,000 a month in service. Bill Gibbs | General Manager Jim Hudson Lexus | Augusta, GA

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

ARE YOU GUILTY OF CONVINCING YOURSELF OF

THESE 5 LIES ABOUT SELLING PARTS ONLINE? 1 2 3 4 5

I don’t need to sell parts online to shops. EHH... yeah you do. 8 out of every 10 people compare prices online. And in case you’ve been living under a rock, shops are buying aftermarket parts online daily (and have been for years).

Shops like to call dealers (and prefer it). Not really. Do you like calling and hearing “Parts, hold please?” We didn’t think so.

Shops are driven by price. Not exactly. While price is a huge purchase influencer, it isn’t always the deciding factor. Shops go for QUALITY first ... followed by price.

I can’t compete with Aftermarket prices. Talk about not believing in yourself. Yes you can! In fact, if you sell parts in RepairLink, we have 9 OEMs that have parts marketing programs that help dealers with that exact issue.

I don’t have time to sell online We are all strapped for time - no doubt about that. But there are actually solutions out there to save you time. Like RepairLink -which is basically a digital employee selling your parts 24/7, doesn’t get sick, and works for less than $1/hour.

If you’re ready to face reality, visit: go.oeconnection.com/rl5lies

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March - April 2019

Helping you boost the efficiency OF YOUR SERVICE DEPARTMENT?

THAT’S OUR DEPARTMENT. BECAUSE WE’RE

DEALER PEOPLE.

Zoe W., Product Marketer

At CDK Global, our goal is to help you deliver the best possible customer service. And we aim to deliver the best possible customer service in the process. Because happy Service customers start with happy Service departments.

LEARN MORE ABOUT OUR FIXED OPS PRODUCTS AT

cdkglobal.com/fixedops

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

ACHIEVE BEST-IN-CLASS SERVICE PROCESSES VIA

CUSTOMIZABLE AUTOMOTIVE SOFTWARE SOLUTIONS For over 20 years, SCI has worked with leading OEMs and dealer groups, bringing efficiency, optimization, and improved performance to their parts, service and collision repair operations. Headquartered in Dallas, Texas, we specialize in technology-driven solutions that deliver accurate and actionable reporting that drives results in parts wholesaling. SCI counts among its clients some of the leading companies in the automotive industry, both wholesale and retail, including FCA, GM, Ford, Mercedes-Benz, Subaru, Toyota, Porsche, and AutoNation. Based on the companyâ&#x20AC;&#x2122;s experience and expertise in fixed operations, SCI created Parts Sales Xcellerator (PSX) to address a specific, but significant issue for dealers â&#x20AC;&#x201C; how to better track their wholesale parts sales business. Now in use for over seven years, PSX tracks billions of dollars of annual wholesale parts sales at over 1,000 dealerships across the US.

WHOLESALE PARTS CRM SOLUTION

LEARN MORE ABOUT PSX >

303-683-6105 ext.1 | sales@sciusa.com | sciusa.com

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

Never let your business get caught in the dark. Weâ&#x20AC;&#x2122;ve got you covered. Eliminate the risk losing parts sales if the internet goes down. Choose EPC 5 for FCA as your backup parts catalog of choice.

Click here to sign up for your trial of EPC 5 for FCA Today!

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UPS Dealer Services Drive Better Performance Receive exclusive MarketCenter dealer discounted pricing on: •

Small package/parcels shipped via domestic ground/air and international services - Savings up to 20% for ground shipping - Savings up to 70% for air shipments

Reduce returns costs •

Ensure compliance by controlling speed and cost of inbound shipments.

•

UPS Returns® services provide you and your customers full visibility and tracking for return shipments.

Improve operational efficiency Quantum View® technology allows you to track your inbound and outbound UPS shipments, customize reports and keep your customers informed of shipment status or potential delays.

Simplify processing and billing UPS Billing Center allows you to receive and view your invoices faster, pay online and create reports to track shipping costs.

Streamline online sales Turnkey solutions offered by UPS Ready® Marketplace Providers allow you to strengthen just about every aspect of your online offering — from website development to order management tools to streamline your orders from all sales channels.

To enroll, visit www.DealerCONNECT.com or visit the FCA US Market Center site located within Dealer Connect. To learn more about UPS’s Market Center Shipping Advantages: Contact the UPS support line at 1-800-567-9989.

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

This is the fourth in an installment based on Routes to the Future.

www.ups.com/future

To Your Doorstep, Faster than the Speed of Sound By Bala Ganesh, Senior Director of Marketing at UPS

Autonomous vehicles dominate the headlines, but they’re just one of the many futuristic technologies that could be used to make deliveries in coming decades. Indeed, the logistics landscape of the future may barely resemble what we see today.

Image courtesy of NEXT Future Transportation

Mopar Masters Guild Magazine

Here’s a look – fanciful we admit – at some of the cutting-edge technologies we could use one day to move goods faster, safer – and greener.

Leaders in the Sale of Quality Mopar Parts

Hyperloop

Electromagnetic Railgun

This vacuum-tube transportation network that sounds like something out of a science-ﬁction movie, would move people and packages through low-pressure steel tubes in a capsule riding on a cushion of air. As envisioned by entrepreneur Elon Musk – and the numerous companies intent on implementing a version of his blueprint – the tubes would run at least partially on solar power.

Unveiled by the U.S. Navy in February, this could also transform the logistics industry. The tool uses electromagnetic energy to fire projectiles up to 4,500 miles per hour and can reach targets more than 100 miles away. The projectile is launched up to Mach 6 – more than six times the speed of sound. The Electromagnetic (EM) Railgun was designed as a weapon of war, but just imagine its potential reach as a delivery device. Instead of UPS flying a jet in the dead of night between Chattanooga and Atlanta, for example, we could shoot a series of bundled packages – equipped with parachutes – and land them in a UPS-owned field.

The Hyperloop could move people from Los Angeles to San Francisco in roughly half an hour. As remarkable as that is, we also should consider the potential of the Hyperloop to revolutionize the delivery of goods. Truth is, packages could travel even faster than people between any two cities. With a cargo-based network, you don’t have to worry as much about acceleration. Packages could move at higher speeds, along winding routes bringing cities closer together. Goods could travel from Jacksonville, Fla. to Los Angeles in just a few hours – connecting two of the nation’s busiest ports, on opposite coasts. With test tracks being constructed, it looks more like when, not if, the Hyperloop is going to be up and running.

By 2050, two-thirds of all people will live in a city. Roads will get even more congested, and the demand for goods in megacities will further test already strained transportation networks. Cities like New York, New Delhi, Shanghai and London could become impassable in 30 years, forcing logisticians to rethink how they transport goods to the ﬁnal stop.

Unmanned Aerial Vehicles At UPS, we’ve been testing drones (link to press release and assets) for their ability to deliver to hard-to-reach places. During the day, delivery workers – or even robots – would whisk these packages to their recipients using an array of small, green friendly vehicles. Think electric mopeds, golf carts, Segways and other lightweight vehicles, such as UPS’s three-wheeled Cargo Cruiser, a pedal-assisted electric bike. For now, our well-known brown package car driver isn’t going anywhere. But with the aid of such technologies – and some that are yet to be thought of - people will be able to get what they want whenever they want it – and this ever-shrinking world would become more sustainable.

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

AER AND FRED JONES

POWERTRAIN PRODUCT AND SALES TRAINING OPPORTUNITIES.

Who are the “links” in your dealership who come in contact with your customers?

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

ALL training classes are designed to be motivational as well as informative! Because, what good is information if you aren’t motivated to use it! R SALES AWARENESS – Learn how to increase ALL of your parts and service sales (not just powertrain) without increasing your expenses or costs. Covers sales opportunities and how to take advantage of them. 4–5 hours, Dealer Principal, GM and Management (Parts and Service).* R OUTSIDE SALES REP TRAINING #1 – (Power Surge) Covers basics of outside sales opportunities, including product knowledge, the competition and how to ﬁnd the business. 4 hours. R OUTSIDE SALES REP TRAINING #2 – Finding the business, overcoming objections, schedule planning and role playing. Prerequisite for this class is Outside Sales Rep Training #1. 2–3 hours. R INSIDE SALES PERSON TRAINING #1 – Includes counter personnel (retail and wholesale), phone room, etc. Focuses on product knowledge, knowing the competition, etc. Learn the hows and whys of selling O.E. Powertrain and more. 2.5–3 hours. R INSIDE SALES PERSON TRAINING #2 ADVANCED – This class focuses deeper on phone selling skills, role playing, handling difficult customers and more. Prerequisite for this class is Inside Sales Person Training #1. 1.5–2 hours. Can be combined with Inside Sales Person Training #1. R SERVICE ADVISOR SALES AND PRODUCT TRAINING – Know our product, know the competition, know the hows and whys of selling O.E. Powertrain. 2–2.5 hours. R DRIVERS, or anyone who comes into contact with customers not covered above. Average time 30–60 minutes.

KNOWLEDGE IS POWER All training classes are offered at NO COST to you or your employees and meals or snacks are provided! Need more information or want to schedule one of these courses? Contact Bill Taylor, AER National Trainer at billtaylor@aermfg.com, your local AER or Fred Jones Powertrain Sales representative, your FCA US LLC Area Manager, your FCA US Wholesale Manager or check the box beside the courses of interest and return via email to btaylor@aermfg.com ASAP. But don’t wait. You can also call (540) 419-4882. But don’t wait long. The longer you wait the longer before you increase your sales and proﬁts! Our classes are meant to be motivational as well as informational! * Note: It is strongly recommended that management attend the Sales Awareness course before sending any employee to any of the other courses listed.

4/16 20904 ©2016 FCA US LLC. All Rights Reserved. Chrysler, Dodge, Jeep, Ram, Mopar and SRT are registered trademarks of FCA US LLC. FIAT is a registered trademark of FCA Group Marketing S.p.A., used under license by FCA US LLC.

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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MISSION #8

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THE only attitude is a

GO OD E N OUG H - FO CUS ON QUA L I T Y A N D A L L EL S E W I L L FOL LOW - I T ’S BEST TO DO E V E RY T HING W E E LEC T TO DO RE ALLY, RE ALLY W E LL - H A ST E M A K ES WA ST E, B U T T I ME L I N ES S I S V I TA L - C OMPL ACEN CY I S E V I L - OUR C USTOME RS A RE K I N G - C O - WORK E RS ARE T HE BEST C OM R A D ES - V E NDORS H E L P M AK E US S UC CES SF U L - T H E ON LY AT T I T U D E IS A “C A N DO” AT T I T U D E - T H E D E V I L IS I N T H E D E TA I L S - GRE AT J UST IS N’T GO OD E N OUG H - FO CUS ON QUALI T Y AND

“CAN do”

A L L E L SE W I L L F O L LOW - I T ’S B ES T TO DO E V ERY T H I N G W E EL ECT TO DO RE ALLY, RE ALLY W ELL - H A ST E M AKES WA ST E, B U T T I M E L I N E S S I S V I TA L - C OMPL AC E N CY I S E V I L - O UR CUSTOM ERS A RE K I N G - C O - WORK ERS ARE T HE BEST C OM R A D ES - V E NDORS H E L P M AK E US S U C C ES SFUL - T HE ONLY AT T I T UD E IS A “ C A N DO” AT T I T U D E - T H E D E V I L IS I N T H E D E TA I L S - GRE AT JUST IS N’T GO OD E N OUG H - FO CUS ON QUALI T Y AND ALL E L SE W ILL FOLLOW - I T ’S BEST TO DO E V E RY T H I NG W E E L EC T TO DO RE A L LY, RE A L LY W EL L - H A ST E M AK ES WA ST E, BU T T IME LINES S IS V I TAL - C OMPL ACE N CY IS E V IL - OU R CUSTOMERS ARE K I NG - C O - WORK E RS A RE T H E B EST C OM R A D ES - V EN DORS H E L P M AK E US S U C CES SFUL - T HE ONLY AT T I T UD E IS A “C AN DO” AT T I T UD E - T H E D E V I L IS IN T HE DE TAIL S - GRE AT JUST ISN’T GOOD ENOUGH - FOCUS ON QUALI T Y AND ALL EL SE W ILL FOLLOW - I T ’S BEST TO DO E V ERY T HING W E ELECT TO DO RE ALLY, RE A L LY W E L L - H A ST E M AK ES WA ST E, B U T T I M EL I N ES S IS V I TA L - C OMPL ACE N CY IS E V IL - OU R CUSTOME RS A RE K I N G - C O - WORK E RS ARE T HE BEST C OM R A D ES - V E N DORS H E L P M A K E US S UC C ES SFUL - T H E ON LY AT T I T U D E IS A “ C AN DO” AT T I T U D E - T H E D E V I L IS I N T H E D E TA I L S - G RE AT JUST I SN’T GOOD EN OUG H - FO CUS ON QUA L I T Y A N D A L L EL S E W I L L FOL LOW - I T ’S BEST TO D O E V E RY T HING W E E LEC T TO DO RE ALLY, RE ALLY W E LL - H A ST E M AK ES WA ST E, BU T

ATTITUDE.

T I M E L I N ES S IS V I TA L - C OMPL AC EN CY IS E V I L - OUR C USTOM ERS A RE K I N G - C O - WORK E RS ARE T HE BEST C OM R A D ES - V E NDORS H E L P M AK E US S U C CES SFUL - T H E O N LY AT T I T U D E I S A “CA N DO” AT T I T U D E - T H E D E V I L I S I N T H E D E TA I L S - G RE AT J U S T I S N ’ T G O O D E N O U G H F O C US O N Q UA L I T Y A N D A L L EL SE W ILL FOLLOW - I T ’S BEST TO DO E V ERY T HING W E ELECT TO DO RE ALLY, RE ALLY W ELL - H A ST E M AKES WA ST E, BU T T IMELINES S IS V I TAL C OMPL AC E N CY IS E V I L - O UR CUSTOM ERS A RE K I N G - C O - WORK ERS ARE T HE BEST C OM R A D ES - V E NDORS H E L P M AK E US SU C CES SFUL - T H E ON LY AT T I T UD E IS A “C A N DO” AT T I T UD E - T H E D E V I L IS I N T H E D E TA I L S - GRE AT JUST IS N’T GO OD E N OUG H - FO CUS ON QUA L I T Y A N D A L L EL S E W I L L FOL LOW - I T ’S BEST TO D O E V E RY T HING W E E LEC T TO DO RE A L LY, RE A L LY W E L L - H A ST E M A K ES WA ST E, B U T T I M E LINES S I S V I TAL - C O M-

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March - April 2019

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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March - April 2019

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Top Six Phone Etiquette Mistakes

You pick up the phone and call your bank with an important ques on about one of your accounts, only to be met with a rushed, “Yes?” Did you call the correct number? Are you talking to the right person? Before you’re able to mu er out more than a “Hello, I’m...,” you’re interrupted with a, “Can I put you on hold?” Click. Looks like you were put on hold regardless. The frustra on of calling a business and being met with a poor experience happens far too o en—and, many mes, keeps customers from becoming a frequent patron. Now it’s me to ask yourself: “Is this happening with the customers calling up my shop?” Below are the top six most common phone e que e mistakes businesses make, outlined by Kimberly Pope and Nancy Friedman. Pope is the founder of The Pope Ins tute for Polish, Poise, and E que e—she spans the gamut of business e que e to dining e que e and has worked with people and businesses of all types. Continued on Page 32

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March - April 2019

Continued from Page 31 Friedman, also known as the Telephone Doctor, has worked to help countless businesses connect to their customers through her expert phone techniques. On top of large corpora ons and agencies, Friedman has indepth experience working with those in the auto repair industry.

Mistake No. 1: Not Having a Proper Gree ng Every phone call starts with a gree ng, and Pope says it’s important to have a proper introduc on when answering the phone at your shop. Personal calls can easily start out with a casual “hey” or “hello,” but when represen ng a business on the line, an introduc on is due. Far too many mes, businesses will answer their phones with a quick one-worded “Yes?” says Pope, which not only makes the customer feel rushed, but also does not give any indica on of which business they have actually reached. Instead, Pope recommends shop staff slow down, introduce one’s self and the name of the business, and ask how they can be of service to the calling customer. This starts the conversa on off with the mindset of customer service and opens up the discourse to be professional. “[A gree ng shows that] you have that person in mind, you want to be helpful and you really care about what’s going to happen in those next few minutes of the conversa on,” says Pope. A discussion of the shop’s loca on is likely to also happen in the first minute or two of the call. In order to properly avoid over-explaining or under-explaining direc ons, Friedman suggests changing the ques on from where the customer is located and whether they are familiar with the area. If the customer knows where the shop is located, just men on the cross streets to them; if they don’t, make sure to tell them specific landmarks to look out for, says Friedman.

Mistake No. 2: Being Too Informal Professionalism should be a theme throughout the call. Pope stresses the importance of phone formality, and advises shop staff be aware of not assuming a lack of professionalism with customers. Issues can arise when terms of endearment are used too quickly with a customer or when nicknames are assumed (“Nick” from “Nicholas,” or “Sam” from “Samantha”). Each phone call with a customer should maintain the core principles of considera on and respect, explains Pope. She says that when interac ng with customers over the phone, take the me to truly listen to what they are saying, including how they refer to themselves. “You never know the background of the person, [...] they may take offense to that type of thing,” says Pope. “Try to maintain a level of formality [throughout the call].” To con nue the theme of formality, Friedman strongly suggests that calls are never to be answered on speaker phone, especially on the loud shop floor.

Mistake No. 3: Leaving Customers on Hold Repair shops are busy places, and it’s inevitable that, at some point, a customer will have to be put on hold. The issue arises when a customer is met with the ques on, “Can I put you on hold?” and before being able to answer the ques on, is put on hold. The customer may have been calling on a phone that was about to run out of ba ery, on a strict me constraint, or actually just had a quick ques on like, “When do you close?” Continued on Page 33

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 32 If asking whether or not a customer can be put on hold, the employee must be willing to wait for the answer, says Pope. Once the customer is placed on hold, be conscious of the wait, she explains; he or she may begin to feel like they have been forgo en. Customers want to feel valued, and as important as the person for which they are put on hold.

Mistake No. 4: Going Into Autopilot Quickly placing customers on hold without wai ng for a response comes when the employee switches to autopilot. It’s easy to follow the script—or usual phone discourse—so much so that the conversa on becomes rehearsed and not fully a ended to. “When you’re on autopilot, you’re not really hearing what’s on the other end,” says Pope. Pope describes a me where she called a business for a refund. She explained to the customer service representa ve her situa on and what she needed, only to receive a response completely unrelated to what she was inquiring about. The employee had switched to autopilot and wasn’t actually listening to what Pope was saying or what she needed. A er a while, and once the employee was able to check back into the conversa on, they began to understand. In order to ensure full presence over the phone, Pope recommends taking notes during the conversa on, so customers don’t have to con nue to repeat themselves. Phone scripts tend to put employees into autopilot more than organic calls. If the shop u lizes a script, Friedman suggests that, instead of wri ng out an en re script to be used, just include a bullet point list of top things that need to be touched on. That way, key areas are not forgo en, and the employee will avoid sounding scripted and robo c. “Do what you can to be mindful and present in the conversa on,” says Pope.

Mistake No. 5: Coming Across Uninterested Being aware of how one comes across to customers over the phone is vital to successful conversa ons. Employees should always strive to give a posi ve impression during every call. Many mes, customers will be met with a representa ve of a business who already sounds upset or exhausted before the phone call even begins. He or she may be having a bad day, or just dealt with a disgruntled customers, but those factors should never be obvious to the customer, says Pope. “People can tell when you’re not really present, and they’ll feel like you’re not really interested in trying to be helpful and trying to resolve their situa on,” she says. In order to give oﬀ a posi ve impression and have a professional and poised tone, Pope simply suggests a smile. She says that the muscles that are used while making the posi ve expression, change how people sounds over the phone and how he or she will go about the conversa on. Although the customer won’t be able to physically see the smile, it creates a connec on and posi ve engagement. Continued on Page 34

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

Continued from Page 33 “When you smile, things change all around, the conversa on will change and your perspec ve will change,” says Pope. “You’ll go from thinking more about yourself, to thinking more about the customer.” And don’t forget to add a li le humor to the conversa on, to help ease customers and build rapport, suggests Friedman.

Mistake No. 6: Failing to Follow Up Important phone conversa ons with customers should be followed up. The issue comes when employees don’t remember what they promised to follow up with, or wait too long to reach out. Many mes, employees will men on throughout the call that they will be back in touch with the customer, with the inten on of doing so, but as autopilot kicks in, the intended future call becomes a distant memory. Ac vely becoming more present in the phone call and taking notes will help remind employees of the followup, as well as what the subject of that follow up should be about. Pope says follow-up calls are equivalent to “thank you” notes, and shows the customer that the employee took their me to create a con nued personal connec on. www.ratchetandwrench.com Ar cle by Nora Johnson

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

How to Protect Your Business Against Negative Reviews People searching online for any reason—even to find direc ons—will see how many stars a business has, says Jonas Sickler, marke ng director for Reputa onManagement. com, an online group of reputa on management experts that help restore a business’ online image and protect brands from future crises. Google heavily favors reviews for local business searches, so reviews have a great impact on businesses, like automo ve repair services. In fact, four nega ve search results can cost a shop 70 percent of its poten al business, he says. While the sta s c holds true across all industries, it is more pronounced in the automo ve repair industry because of the importance of reliable transporta on and high cost of repairs. Nega ve search headlines also get more clicks than posi ve ones. Sickler shares what shops can do to combat the effects of these nega ve reviews. 1. Keep in mind that not all nega ve reviews are bad. Some imperfect reviews actually help to build trust as long as they aren’t too nega ve. No business is perfect, so if a repair shop has thousands of 5-star reviews and nothing else, than customers may assume they’re all fabricated.One bad review can help the shop fix an issue it wasn’t aware of before it snowballs into mul ple nega ve comments online or via word-ofmouth. 2. Think of a bad review as an opportunity to showcase customer service. Respond professionally and tell the customer you’d like to make things right. Then take the conversa on offline. 3. To determine the best course of ac on, listen to your customer. While one person may be sa sfied if you make things right, another may demand compensa on. If you treat them as a person instead of a number, they might be more likely to calm down. 4. If the bad review is not ranking on page one, you may not want to reply right away. Some mes clicking on a nega ve review and responding can push it higher up and onto page one. Instead, reach out to the customer directly and move your conversa on offline. 5. Set up Google Alerts to track reviews. Se ng up alerts is free to set up and easy to use so you don’t have to constantly monitor all of your review pla orms. If a compe tor wages a fake review a ack on your business, you’ll want to be on top of it right away. This is also a great way to thank customers for posi ve reviews. Source: www.RatchetandWrench.com - As told to Melissa Steinken

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2019

2019 2 01 9 M o opar p ar M ast aster er s G Gui ui ld O ffii cer s & Com Off Committee m i t t eess Vendor Commi ees

Oﬃcers: President - Susan McDaniel - Bill Luke CJD – Phoenix, AZ Vice President - Joe McBeth - Dallas DCJ – Dallas, TX Secretary - Mike Opperman - Baxter CJD - Omaha, NE Treasurer - Don Cushing - Tasca Automo ve Group - Johnston, RI

Execu ve Commi ee - All Oﬃcers Including: Dan Hu on - Tom O’Brien DCJR - Greenwood, IN Marvin Windham - Benchmark CJD – Birmingham, AL Alan Yancey - Hayes CDJ - Alto, GA Rick Monteiro - Jack Powell CJD – Escondido, CA Rick Cutaia - Rick Hendrick DCJR – Charleston, SC Paul Allred - Stateline CJD – Fort Mill, SC Gerry Oakes - Baxter CJD - Omaha, NE Glenn Hojnacki - Milosch’s Palace CJDR – Lake Orion, MI Cody Eckhardt - Larry Miller DCJR - Sandy, UT

Guild Commi ees:

CDK Global Mike Opperman - Baxter CJD - Omaha, NE - (Chair) Dan Hu on - Tom O’Brien DCJR - Greenwood, IN Paul Allred - Stateline CJD – Fort Mill, SC Joe McBeth - Dallas DCJ – Dallas, TX

Reynolds & Reynolds Rick Cutaia - Rick Hendrick DCJR – Charleston, SC (Chair) Randy Rogers - Huﬃnes CJDR - Plano, TX Kent Cogswell - Jack Phelan CDJR - Countryside. IL Alan Yancey - Hayes CDJ - Alto, GA Marvin Windham - Benchmark CJD – Birmingham, AL (Alt)

OEConnec on & Snap On Business Solu ons

Finance Commi ee

Dan Hu on - Tom O’Brien CJD – Greenwood, IN (Chair) Paul Allred - Stateline CJD – Fort Mill, SC Susan McDaniel - Bill Luke CJD – Phoenix, AZ Cody Eckhardt - Larry Miller DCJR - Sandy, UT Don Cushing - Tasca Automo ve Group - Johnston, RI

Susan McDaniel - Bill Luke CJD – Phoenix, AZ Don Cushing - Tasca Automo ve Group - Johnston, RI Rick Cutaia - Rick Hendrick DCJR – Charleston, SC

UPS

Nada 2020 Planning Jill Vance - Avenue Event Group, LLC

Newsle er/Website/Social Media Don Cushing - Tasca Automo ve Group - Johnston, RI

Paul Allred - Stateline CJD – Fort Mill, SC (Chair) Rick Cutaia - Rick Hendrick DCJR – Charleston, SC Rick Stewart - Commonwealth DR - Louisville, KY

AER Robert Chatwin - Larry Miller DCJR - Sandy, UT (Chair) Glenn Hojnacki - Milosch’s Palace CJD – Lake Orion, MI Josh Gouldsmith - Gladstone DCJ - Gladstone, MO Shane Birdyshaw - Benchmark CDJR - Birmingham, AL Jim Jaeger - Bosak Motors - Merrillville, IN (ALT)

Vendor Chairmen Paul Allred - Stateline CJD - Fort Mill, SC Mike Opperman - Baxter CJD - Omaha, NE

The exchange of information by like size dealers in a non-competitive environment

Mopar Masters Guild Magazine