Mmg Nov Dec 2014

Leaders in the sale of quality Mopar Parts.

Nov - Dec 2014 In This Issue President Rick Cutaia ............................... 2 MMG Vendor Committee Meets with Reynolds & Reynolds............................ 4-5 MMG Vendor Committee Meets with Elite Extra............................................... 6-7 Western States Service & Parts Business Conference ............................. 8-9 MMG Supporting Vendors .............10-11 UPS .............................................................12 Autobody News........................................13 Reynolds & Reynolds..............................14

The MMG Prepares to Meet in San Francisco January 2015 for NADA 2015 Time to Finalize Your Plans!

See Page 3

Katzkin .......................................................15 FenderBender/Ratchet+Wrench.........16 Mopar Service Drive Store ...................17 OEConnection ....................................18-19 Elite Extra...........................................20-21 CDK Global ........................................22-23 Automakers Announce Privacy Principles to Protect Personal Data .................26-27 Online Autoparts Buyers Driven by Five Characteristics ................................28 SEMA Show 2014 ...................................29 2014 MMG Committee..........................30

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

Mopar Masters Guild

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Nov-Dec 2014

From the Desk of MMG President Rick Cutaia What happened to Accountability?

Recently I was given this ar cle by our GM that explained the military’s stance on accountability since the end of WWII. In the ar cle it pointed out how things changed within the stance of holding people accountable for mistakes that are made within a certain branch of our military. In my opinion this concept has changed, not only in the military, but to most situa ons in our business and personal lives. We just do not hold people accountable for their ac ons; ac ons that have an effect on so many people other than the person in whose ac ons started the domino effect in the first place.

When standards are not upheld and inadequate performance is allowed to endure in leadership ranks, the effect is not only to rob a company or department of its poten al to be successful and profitable, it also sends a message that it’s alright to achieve less than what is expected of one’s goals and responsibili es. When there is no accountability, one can just assume that is acceptable- when in reality it is not nor should it be. Clear and obtainable goals should be set for every posi on within our parts departments and we, as managers, should hold each of our employees to those goals and hold them accountable if those goals are not met. As mangers, we are held accountable for the success of our department’s profitability. We are put in charge with a large amount of our dealer’s cash flow, so if we do not produce a good return on investment, our posi on as managers will be terminated. Do we hold our people accountable for the results we expect from them?

While at our SEBC in Orlando, a speaker made what I thought was a great statement - Train, Transfer or Terminate. Some mes we make poor judgments in our hiring process, but that does not mean we have hired a bad employee. They may just be be er performers in another area of our department.

If we can’t find where they may be be er producers, then maybe we must terminate them and move on.

Just a reminder to everyone to make your plans now for our NADA mee ng in San Francisco for January 21st-24th. We will not have our performance 20 group mee ng at this me. We will have that in Dallas in April. More details are in this issue of the magazine on the agenda for NADA. Sincerely, Rick Cutaia MMG President Rick.cutaia@hendrickauto.com

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts Mopar Masters Guild Itinerary – NADA 2015 (Tentative) Wednesday, January 21st 2015 Arrive in San Francisco (Our Hotel of Choice is Pier 2620) 6:00pm – 9:00pm Welcome Recep on McCormick & Kuleto’s at Ghirardelli Square - 900 North Point Street, San Francisco, CA, 94109 *Food and Cocktail to be provided **Walking distance from Pier 2620 Hotel

Thursday, January 22nd 2015 8:00am – 5:00pm Mee ng Dick’s Last Resort at Fisherman’s Wharf - 353 Jefferson Street, San Francisco, CA, 94133 *Breakfast and Lunch to be provided **Transportation not provided to Venue (.02mi/1 minute walk from hotel) Guild Business/Ideas/PracƟces Guest Speakers:

Lee Harkins - M5 Management Services, Inc. Randy Johnson - Founder, President of Car People MarkeƟng, Inc.

6:30pm – 9:30pm Party on the Yacht, off--site Recep on California Spirit Yacht, Pier 40 - Pier 40 San Francisco *Dinner and cocktails to be provided **Cable Car Transportation to be provided from Hotel -- TBD

Friday, January 23rd 2015 NADA Conven on A ending NADA Conference at Moscone Center - Time: TBD Vendor Greet/Mee ng – Transporta on TBD

Saturday, January 24th 2015 8:00am – 5:00pm Mee ng Dick’s Last Resort at Fisherman’s Wharf - 353 Jefferson Street, San Francisco, CA, 94133 *Breakfast and Lunch to be provided **Transportation not provided to Venue (.02mi/1 minute walk from hotel) Guild Business/Ideas/PracƟces Vendor Fair AŌernoon MeeƟng with Mopar (Time: TBD)

Sunday, January 25th 2015 Depart for home. (Discover San Francisco for those extending their stay!)

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

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Nov-Dec 2014

Mopar Masters Guild Committee Meets with Reynolds & Reynolds Submi ed by Marvin Windham Rick Cutaia serves as commi ee chairperson for Reynolds & Reynolds, a charter suppor ng vendor of Mopar Masters Guild. Rick Cutaia, Marvin Windham, and Alan Yancey made a visit to the Tampa office of R&R October 21–24. While we spent a lot of me mee ng the Tampa office staff, most of our me was spent with Jon Strawsburg, Vice President of Product Planning; Jason Sideris, Product Planning Director for Fixed Opera ons and Tim Wilson and Cory Coler, Product Planning Managers for Fixed Opera ons.

We met for dinner Tuesday evening and discussed our busy i nerary for the next two days. We also used this occasion to catch up with what’s happening in the business and establish some goals for our mee ngs. It was also a good me to reestablish old friendships.

Wednesday morning started early with a drive to the Don Garlits Museum in Ocala, Florida. This was an unforge able trip to an amazing facility, full of memorabilia that couldn’t help but impress. This is much more than a drag racing museum. It has hundreds of beau fully restored an que automobiles and trucks of every era. But it is also a working garage and restora on facility, and we were fortunate to receive a “behind-the-scenes tour” led by shop foreman Chris Bumpus.

This por on of our trip ended with a visit with Don Garlits himself, a gracious and very down-to-earth guy. And just because he is 82 years old, don’t think his accomplishments are all in the past. While he is a 17- me champion of his sport, you may have seen him in the headlines earlier this year as the world record holder for speed in an electric vehicle. He set the record at 187 mph and feels very confident that he will exceed 200 mph on his next run. Stay tuned; it will be happening soon!

Tim, who has taken the lead role in dealing with our guild over the past few years, kicked off our mee ng later on Wednesday by giving us a working demonstra on of radio-frequency iden fica on (RFID) for service. This great rela onship-building tool could be very useful in dealerships to keep CSI scores up and grow customer reten on. This tool will automa cally greet the customer by name on the service aisle on a large screen monitor, while simultaneously no fying the Service Advisor or Salesperson of the customer’s arrival. It can also be used to flag VIP customers and sends separate no fica ons to other key dealership personnel. Another new tool recently released is the Status Board. It is used in the customer lounge to keep waiters up-to-date on the current status of the services being performed. Both of these tools enhance the customer’s overall service experience.

We then listened to Jason as he gave us some details about the new Advanced Service Sales Kit solu on. This is not just one product but a host of neat tools bundled under this umbrella. Some key benefits behind this suite of products are the ability to be er manage upsell opportuni es, track the value of these opportuni es, and Continued on Page 5

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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Continued from Page 4 quan fy missed opportuni es. Missed opportuni es could then be followed up on in the future, based on poten al added value. This tool would also build confidence in your technicians, le ng them know that all upsell opportuni es are taken seriously. As we all know, once an employee loses confidence they will disengage. R&R plans to assign a Specialist to each Advanced Service Sales Kit dealer to monitor, advise, and coach for connuous improvements. This should be a great source of comfort for the dealer principals. Most dealers have a fear of not properly u lizing great programs, and the R&R Specialist would help iden fy progress and areas for improvement. Another benefit this product would provide over compe tors in the market is the ability to fully integrate with all the other features of the R&R system. A good analogy was given: If you wanted a gourmet kitchen, bought the best of everything, and put it in a stand-alone food truck in your driveway, would it sa sfy the need? Even though it’s a great kitchen, wouldn’t it work be er in the house?

Jon then gave us a brief look at a product that will be available to us in the near future. Reynolds is nearing comple on of a product that will totally integrate online credit card payments in accoun ng, provide our customers a way to pay before pickup, and even include customer no fica ons. This tool will help Service Advisors, who do ac ve deliveries and cashier their own jobs, become more proficient and professional. This is going to be one of those WOW products that come along every so o en, and you heard about it here first in the MMG magazine!

Cory finished the product presenta on with the Add On Accessories (AOA) tool just being introduced, which can display a host of accessories. Customers can build accessories to an image of their vehicle and then get a cash price or an “add to monthly payment” op on. With the largest accessory image library on the market, this tool could change the way we go to market with accessories. To insure a successful launch of this program, R&R also plans to send Consultants to the dealership to help them build processes to ensure the program becomes a success.

We then ended the day with discussions on bar coding scanner op ons for parts and a data security update.

As recently demonstrated by the Target and Home Depot breaches, data security is very important, and R&R’s early adapter stance has proven wise. It appears that R&R and Chrysler have agreed upon a short-range and a long-range plan, and they will work together to con nue to help us protect our data.

Business con nued the following day in a less formal se ng—during a wonderful breakfast at Jason’s home (what a great family!) and then on the golf course, as Jon and I smoked the cart of Alan and Rick! Fun was had by all. I believe this mee ng enhanced our ability as a Guild to reach out to R&R when we have product ques ons, and also enhanced the ability of R&R to reach out to us as products are being developed to make sure they hit the mark. In my opinion, the products we discussed this week are right on target for the needs of today’s dealerships as we strive to chase ever-rising customer expecta ons!

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

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Nov-Dec 2014

Mopar Masters Guild Committee Meets with Elite Extra Submi ed by Larry Morris Mopar Masters Guild commi ee members Rick Monteiro, Joe McBeth, JD Ipsen and Larry Morris traveled to Elite Extra Headquarters in Eau Claire Wisconsin on October 2nd through the 5th. Everyone traveled safely into Minneapolis where we all met and began our road trip to Eau Claire. We began with a pit stop to the Blue Door Longfellow for a taste of the famous Blucy burgers for lunch with Steve Hofer and our good friends at Fender Bender Chris Messer and Melody Todd.

From there we made our travels through the beau ful Wisconsin countryside to Eau Claire where we spent the night at the Sleep Inn & Suites Conference Center. We were warmly greeted by the staff and it happened to be “Guest of the Day “Larry Day. I was treated to a special snack selec on as my gi .

MMG members had an informal get together with the staff of Elite Extra on Thursday night while we watched a great Green Bay Packer game and got our fill of good old fashion cheese curds.

Friday we met with the Elite Extra staff at their headquarters in Eau Clair. Jim Ward, President of Extra Trax, LLC and Applied Data Consultants, Inc. opened the mee ng by introducing his team and going over the value of the rela onship between the Mopar Masters guild and Elite. Lori Lidell, Product Manager for EXTRA, then went over our report cards on our usage of the Elite Extra so ware and gave us insight into how we can be er leverage the product to reduce miles, increase delivery efficiency and the very important roles our dispatchers play in ge ng compliance by drivers and themselves to fully earn the return on investment.

Elite Extra is currently pilo ng a CRM tool that will integrate with the Elite Extra applica on and this will prove as a vital tool in building, maintaining and strengthen our rela onships with our customers.

It will allow our counter persons and outside sales representa ves access to customer sales purchases, last acvity date, allow us to input notes, set calendar reminders and allow us to set a daily tracking method for our outside sales represe ves and allow for measurement of their day and ac vity.

In addi on to the Elite Extra presenta ons, two other gentlemen were present to show how their systems integrate with Elite Extra and how their business models could be of service to the MMG group. Kyle Johnson from DST (Distribu on Service Technologies) presented an e-commerce parts buying solu on that allows an IRF to go online, specify parts, check our inventory, make purchases online and have the ability to get delivery informa on through the integra on with Elite Extra. For more informa on on DST visit their website at www.ds nc.com Continued on Page 7

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Leaders in the Sale of Quality Mopar Parts

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Continued from Page 6 Next was Mark Roman, Execu ve Sales Director for the CDK which is now the new data strategy division from ADP. Mark talked about the changes from ADP to CDK and how CDK will be posi oning itself to handle parts and service integra ons for be er usage in the field by the dealerships it represents and how, with the new division, CDK will have be er response mes and more resources for new development and correc ons to current pla orms u lized.

A er our mee ngs concluded on Friday we headed to the cabin where…..well let’s say Mother Nature was not going to cooperate with any lake fishing this year on Salisbury Lake. We all went out for a nice dinner at The Back 40 and returned to the cabin to relax and watch our first snow fall of the year. Saturday found us, instead of fishing, mee ng up with Ross in the town of Bloomer for breakfast and then traveling to the Jacob Leinenkugel Brewing Co where we took a tour of the factory and enjoyed some cra beer tas ngs Saturday night Lori and Jamie Hagen, Marketing Manager from Elite Extra made us all a home cooked Italian meal, good old fashion “Wisconsin Ole fashions” were poured, and we con nued to talk about the CRM tool and how this tool will have a posi ve impact on business.

The fellowship that develops through these mee ngs allows for crea ve ideas, construc ve cri cs and ways to explore new ideas and thought processes. Everyone at Elite as well as the MMG commi ee members a ending took away a lot of good ideas and possibili es.

Sunday we made our way back to Minneapolis via a planned out road trip by Rick and everyone traveled safely home. The Mopar Masters Guild greatly appreciates the hospitality of Elite Extra and the value they bring to the MMG.

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

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Nov-Dec 2014

Western States Service and Parts Business Conference Submi ed by: Susan McDaniel On November 2nd through 4th the California, Arizona, and Denver Business Centers came together at the Planet Hollywood in Las Vegas, Nevada for our Service and Parts Conference. The Sema Show was held in Las Vegas on November 4th through 7th so some of us were able to a end that as well. What an ac on packed couple of days!

The Business Centers did a great job organizing this event. We had some powerful speakers, great food, and a vendor fair where we were able to visit and ask ques ons to our current vendors as well as gather informa on about products we may purchase in the near future.

The Conference was based around technology; communica ng through Social Networking, tex ng, using various business sights such as salesforce.com and taking advantage of the tools that Chrysler has to offer such as Service Smarts and WI Advisor. Two very helpful hints were the Pinger App for tex ng and se ng up QR Codes for customers to track all of their history with a simple scan.

Among the powerful speakers were Randy Johnson founder and President of Car People Marke ng. Randy talked with us about ways to WOW our customers! He says:  Do something different to get something different  Consistently deliver customer service that is excep onal  Service Advisor cashiering  Keep your websites friendly and phone numbers in BOLD  Keep service coupons aggressive and up to date  Answer your phones faster and be er. Call your store and see what you sound like  Make your service drive feel like a nice hotel  Do an impressive delivery  WOW the customers and they will WOW you back!

Greg Dryden, former COO of one of the largest dealer groups in the country now a consultant, trainer, and mo va onal speaker gave a great talk as well. Greg says:  The future is now , “shi happens”  Genera on Y is looking for 40 hour work weeks good pay and benefits  Start thinking about shi s  Employees need detailed wri en job descrip ons  If not you, then Who is going to change it

Mopar Masters Guild Magazine

Continued on Page 9

Leaders in the Sale of Quality Mopar Parts Continued from Page 8  Don’t run from technology, run to it!

Another fabulous speaker was Corey Ciocche . Corey is an Associate Professor of Business Ethics and Legal Studies at the Daniels College of Business at the University of Denver. He was a very powerful speaker who told us great stories rela ng to ethics. Some of his lines were:  Inspire Integrity, chase an authen c life  Fix your lines – start priori zing your life – work should not be in your top 3  You’re of no use to anyone if you burn out  Think, laugh – keep your emo ons s rred – fight for something  Be a be er listener  Laugh at yourself  If you don’t like the way something is going in your life, you have the moral obliga on to fix it He gave us some very strong advice to go home and think about. They all did.

Other guest speakers included Jeff Cowan with Pro Talk, reminding us that a great way to create customer reten on is to sell who we are.

Robert Campbell from the Mironov Group discussing different types of pay plans was quite helpful. “Pay for the posi on not the person”. Applied Concepts Phone Training Team reminded us, once again, to “ask for the sale”! Rick Majeski and Brian Rogos from Mopar also gave a great presenta on on our comparison with the A ermarket and working to regain some of the business that we have lost over the years.

Ask yourself, “How do we compare to the A ermarket”?

Gabe Marzoni with Mopar Marke ng gave an upbeat look at increasing sales through Mopar’s EStore and all of the digital advantages to this product such as a looping video spor ng different accessories for specific vehicles so the customers can actually see what their vehicle would look like with these sleek new designs.

No stone was le unturned in presen ng to us all of the op ons available in growing our business in the fast paced technology driven world we are living in. Change is key.

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

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10

Nov-Dec 2014

Copyright © 2013 United Parcel Service of America, Inc.

Support those who support you.

3 WAYS LOGISTICS CAN HELP DRIVE YOUR ONLINE BUSINESS E-commerce done well means offering the convenience online customers want while achieving the business growth you need. Logistics can help.

1) INTEGRATED SOLUTIONS UPS

2) FLEXIBLE OPTIONS Balancing

3) EFFICIENT GROWTH With one driver,

understands that successful e-commerce

customer expectations with delivery

UPS can pick up your ground, air and

is much more than completing a sale —

costs is a constant challenge for online

international packages at the same

it requires offering a seamless experience

sellers. With advanced shipping tech-

time, allowing you to spend less time

from first click to delivery or even return

nology from UPS combined with our

on shipping and more time on growing

of a purchase. That’s why we bring

multi-modal transportation network,

your business. If your e-commerce

more to your e-commerce channels —

it’s easy to automatically match

goals include reaching new countries,

from technology providers in the

delivery speed to your customer’s

UPS can help put new distribution

UPS Ready® Marketplace to demand

needs. And whether you need to ship

markets within your reach quickly,

planning expertise to fulfillment,

across town or to a new continent,

efficiently and with less capital risk.

tracking and returns — UPS solutions

we can help you get there with service

With over 1,900 facilities worldwide,

can help you stand out from your

to more than 220 countries and

sales growth could be just a phone

competition.

territories worldwide.

call away.

Our Supporting Vendors:

To learn more, call us at 800-567-9989 or visit the Chrysler MarketCenter site within DealerConnect.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

11

Our Supporting Vendors: Support those who support you.

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

12

Nov-Dec 2014

Copyright © 2013 United Parcel Service of America, Inc.

3 WAYS LOGISTICS CAN HELP DRIVE YOUR ONLINE BUSINESS E-commerce done well means offering the convenience online customers want while achieving the business growth you need. Logistics can help.

1) INTEGRATED SOLUTIONS UPS

2) FLEXIBLE OPTIONS Balancing

3) EFFICIENT GROWTH With one driver,

understands that successful e-commerce

customer expectations with delivery

UPS can pick up your ground, air and

is much more than completing a sale —

costs is a constant challenge for online

international packages at the same

it requires offering a seamless experience

sellers. With advanced shipping tech-

time, allowing you to spend less time

from first click to delivery or even return

nology from UPS combined with our

on shipping and more time on growing

of a purchase. That’s why we bring

multi-modal transportation network,

your business. If your e-commerce

more to your e-commerce channels —

it’s easy to automatically match

goals include reaching new countries,

from technology providers in the

delivery speed to your customer’s

UPS can help put new distribution

UPS Ready® Marketplace to demand

needs. And whether you need to ship

markets within your reach quickly,

planning expertise to fulfillment,

across town or to a new continent,

efficiently and with less capital risk.

tracking and returns — UPS solutions

we can help you get there with service

With over 1,900 facilities worldwide,

can help you stand out from your

to more than 220 countries and

sales growth could be just a phone

competition.

territories worldwide.

call away.

To learn more, call us at 800-567-9989 or visit the Chrysler MarketCenter site within DealerConnect.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

13

Happy Holidays! from

Light Up Your Business!

Wishing you the brightest of holidays and a prosperous New Year!

Promote your wholesale parts business in the Regional News Collision Repair Publication that’s been serving the industry for over 33 years!

Autobody News | P.O. Box 1516 | Carlsbad, CA 92018 Contact: Barbara Davies, General Manager (800) 699-8251 | bdavies@autobodynews.com

www.autobodynews.com

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

14

Nov-Dec 2014

Accessories

Made Easy

Experience Accessories 9 out of 10 drivers buy some kind of accessory and most do so within 90 days of the vehicle purchase. 75% of consumers prefer to buy those accessories at the dealership and 60% spend more than $1,500.1

Current Reality 0U [OL H]LYHNL NYVZZ WYVÄ[ VM H UL^ JHY ZHSL ^HZ HIV\[

Today, it is less than 4%2 7YVÄ[ WV[LU[PHS JVU[PU\LZ [V KLJSPUL THRPUN UV^ [OL [PTL MVY KLHSLYZOPWZ [V PTWSLTLU[ H UL^ WYVÄ[ center. Auto accessories is a $40 billion industry. Currently dealerships only represent about 5% of the market. Isn’t it time you grabbed a bigger piece of the pie?

Market Pressures 4VZ[ JVUZ\TLYZ HYL \UH^HYL KLHSLYZOPWZ ZLSS HJJLZZVYPLZ ZPUJL they are usually not presented at the time of vehicle purchase. Most WLVWSL KV UV[ L]LU RUV^ ^OH[ VW[PVUZ HYL H]HPSHISL MVY [OLPY ]LOPJSL Accessory manufacturers lack the ability or the market access to THRL JVUZ\TLYZ H^HYL 0UMVYTH[PVU ZOHYLK IL[^LLU Z\WWSPLYZ distributors, and dealers is minimal or non-existent leaving dealers

PU [OL KHYR VU ^OH[ [VVSZ HUK WYVJLZZLZ [OL` ULLK [V PUJVYWVYH[L accessories into their business yet. Over 90% of drivers buy accessories for their vehicles, and most do so within 90 days.

This three-month period is crucial and could mean 50% more WYVÄ[ for the parts department.

The Future of Accessories - AddOnAuto Dealerships using AddOnAuto are experiencing an average of $475 additional revenue per vehicle sale. AddOnAuto uses a ]PZ\HS JVUÄN\YH[VY LUHISPUN J\Z[VTLYZ [V ]PY[\HSS` HKK VY YLTV]L HJJLZZVYPLZ HUK PUZ[HU[S` ]PL^ [OLT VU [OLPY ]LOPJSL 0U HKKP[PVU AddOnAuto connects dealers to a vast, constantly updated vendor KH[HIHZL VM HJJLZZVYPLZ NP]PUN [OLT [OL ZHSLZ WV^LY ^P[OV\[ [OL L_WLUZL (KK6U(\[V PZ [OL ^VYSK»Z ÄYZ[ KPNP[HS KLHSLY Z\WWSPLY UL[^VYR MVY YLHS [PTL JH[HSVN WYPJPUN HUK WYVK\J[ \WKH[LZ HSS VU one platform.

Accessories are no longer an afterthought. They are an integral PUJVTL NLULYH[PUN I\ZPULZZ MVY [OL KLHSLYZOPW ^P[OV\[ JH\ZPUN the parts department any additional headaches of maintaining a physical inventory.

800.767.7879 | reyrey.com/addonauto www.reyrey.com

© 2014 The Reynolds and Reynolds Company. 1SEMA 2NADA. All rights reserved. Printed in the U.S.A. 1056957

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Leaders in the Sale of Quality Mopar Parts

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

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Nov-Dec 2014

B63 >3@431B 47B 4=@ G=C@ ;=>/@ >/@BA 0CA7<3AA WE CAN HELP YOU SELL MORE MOPAR PARTS AD PROGRAMS START AT $150 AND ARE 100% REIMBURSABLE Chris Messer, Publisher |

651.224.6207 ext. 14 |

e

cmesser@10missions.com

E3 /@3 / >@=C2 AC>>=@B3@ =4 B63 ;=>/@ ;/AB3@A 5C7:2 Â&#x2013; " /:: @756BA @3A3@D32

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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WHAT COLOR ARE THEIR BRAKES? NEWLY IMPROVED BRAKE WEAR GAUGES

NEW BRAKE DISPLAY

Specially designed for quick inspections to identify the gap between brake shoes and rotors, the new metal Service & Tire Center Brake Wear Gauge gives service technicians accurate measurements of remaining brake lining using a color coding system. Red indicates a brake change is needed, yellow indicates that the customer’s brakes are in the danger zone and green means they are currently in the safe zone. Use this tool to show your customers where they stand with brake safety.

Place this brake display in your service area or waiting area to use as an educational tool. When a customer brings their car in to get serviced and you inspect its brakes, this display will help illustrate why the brakes might need to be replaced and outlines the benefits of Mopar brakes.

Use this as reference in addition to the Brake Shoe Wear Guide below to emphasize the importance of brake pad thickness and safety.

BRAKE SHOE WEAR GUIDE

MOPAR BASIC LIMITED WARRANTY: 2 YEARS, UNLIMITED MILES INCLUDING LABOR REIMBURSEMENT

How many times have you tried to explain the useful life left on your customers’ brake pads? This Brake Shoe Wear Guide lets you show your customer exactly what you mean. Use this compact, lightweight brake shoe example to show your customer how thick their brake pads are, from 12mm to 2 mm. This tool fits perfectly in your pocket and is a must for any service advisor!

®

®

Mopar announces an enhanced 2-Year/Unlimited-Mileage Basic Limited Warranty for genuine Mopar parts and Magneti Marelli Offered by Mopar parts, including up to $150 labor reimbursement when purchased from a Chrysler Group LLC dealership and installed by the professional automotive technicians in your shop. Learn more by visiting www.dealers-mopar.com > Wholesale Tab > Resources > HQ Policies > Mopar Warranty or MoparRepairConnection.com ®

©2014 Chrysler Group LLC. All Rights Reserved. Mopar is a registered trademark of Chrysler Group LLC. Magneti Marelli is a registered trademark of Magneti Marelli S.p.A.

Visit the Service Drive Store at www.dealers-mopar.com > Retail Tab > Service Drive Store to order your materials.

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

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Nov-Dec 2014

$98,000,000+

in parts trade facilitated

58,000+

offers sent annually

1 FOCUS

OE parts trade

Weâ&#x20AC;&#x2122;ve helped you sell more idle parts.

Youâ&#x20AC;&#x2122;ve helped us become the premier parts brokering service. Thank You!

Call Us: 866-401-4610 X3

4205 Highlander Parkway, Richfield, OH 44286 | (888) 776-5792 | OEConnection.com

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

19

NUMBERS DRIVE VOLUME 4 Dealers. 2 Months. Sustainable Results.

Four dealers in Ohio joined together with a goal of increasing mechanical parts sales. They ran a 5% discount for 2 months on orders that came through RepairLink. The promotional increase was more than they expected. The sustained numbers are phenomenal:

PROMO STATS

Number of Transacting Shops

Average Monthly Orders Average Online Parts Sales

Before Promotion 2 Months Activity

During Promotion 2 Months Activity

Sustained Increase

8

27

15

19

102

82

$1,720.51

$8,949.88

$9,049.61

PERCENTAGES %

Sustained Increase Percentages %

187% Transacting Shops

431% Monthly Orders

525% Online Parts Sales

CALL TODAY for more information about increasing your mechanical parts sales: 866-401-4610 X2

4205 Highlander Parkway, Richfield, OH 44286 | (888) 776-5792 | OEConnection.com

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

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Nov-Dec 2014

TAKING YOUR BUSINESS TO THE NEXT LEVEL

EXTRA CRM will help you track and grow the sales, relationships, and customer service sides of your parts business. Designed to integrate with Elite EXTRA, it is a robust relationship management platform.

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Manage leads, prospects and customer information Log calls, emails and visits in real-time Create and capture sales leads from all touch-points Assign leads to salespeople automatically or manually +DYH FXVWRPHU RUGHU KLVWRU\ DW \RXU ÂżQJHUWLSV Dispatch salespeople on routes

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Optimize Daily Tasks EXTRA CRM makes it easy for you to streamline daily tasks for your sales team, even dispatching them on routes based on order, delivery, invoice, and sales information. With a couple clicks, arm your sales team with the information they need to drive EXVLQHVV DUHD VSHFLÂżF (7$ GHOLYHU\ LQIRUPDWLRQ SDUWV RUGHU KLVWRULHV DQG WKH DELOLW\ WR YLHZ LW DOO IURP WKHLU PRELOH GHYLFH

Integrates with Existing EXTRA Info EXTRA CRM integrates with your existing Elite EXTRA information on past deliveries and all your customers will be automatically loaded into the CRM portal. And just like EXTRA, it was designed with the dealership parts department in mind.

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

21

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

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Nov-Dec 2014

Faster Forward

â&#x201E;˘

ADP Dealer Services and Cobalt are now CDK Global.

Our new name is a symbol of our unified commitment to provide our clients the most seamless and comprehensive services in the world.

As long as our dealers keep identifying needs, our job is never done.

Join us as we drive the industry Faster Forward.

CDKGlobal.com/neverstop

Š 2014 CDK Global, LLC / CDK Global is a trademark of CDK Global, LLC.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

23

THERE’S CASH IN THAT OLD INVENTORY.

LET US HELP YOU SELL IT! After 12 months, chances are, you won’t sell those parts for a profit.

And the longer those aging parts stay in your inventory, the less chance they will ever sell.

Since 2005, Cash Discovery Program has helped dealers buy and sell over $185M in parts.

We help dealers turn idle inventory into cash and increase their parts department revenue by finding them quick-turning inventory at a discount.

Put those parts to work today. Go to www.SellMyIdleStock.com or call 866-598-4077

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8/20/14 3:56 PM

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

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Nov-Dec 2014

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

20 BRAKES

25

AUTOMATED CASH BACK ON MAGNETI MARELLI OFFERED BY MOPAR PARTS* ®

for all

MAKES Call your local Chrysler, Jeep , Dodge or Ram dealer for hot deals on brake pad kits, starters, alternators, filters and more.

Visit mopar.ws/mm20 for details on rebate*. ®

*20% automated rebate on orders ends January 31, 2015, and is extended to Independent Repair Facilities, Warehouse Distributors, Fleets and non-Chrysler Group dealerships. Internet sales to consumers are not eligible for this rebate. No rebate form or invoice required. Offer excludes batteries. Chrysler Group LLC reserves the right to audit dealer parts usage. Total monthly purchases must reach $100 or more to receive automated rebate. Offer excludes Chrysler, Jeep , Dodge, Ram, SRT and FIAT vehicles.

Available at participating dealers. Cannot be combined with any other offers. ®

®

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Offer ends January 31, 2015 – ACT NOW!

©2014 Chrysler Group LLC. All Rights Reserved. Chrysler, Jeep, Dodge, Ram, SRT and Mopar are registered trademarks of Chrysler Group LLC. FIAT is a registered trademark of Fiat Group Marketing & Corporate Communication S.p.A., used under license by Chrysler Group LLC. Magneti Marelli is a registered trademark of Magneti Marelli S.p.A. Printed in U.S.A.

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Nov-Dec 2014

Automakers Announce Privacy Principles to Protect Vehicle Personal Data Consumer advocates and the automo ve a ermarket are cau oning that the newly announced principles don’t go far enough to protect consumer privacy and compe on for repair services.

The Global Automakers and the Alliance of Automobile Manufacturers joint announced consumer privacy protec on principles for vehicle technologies and services. These Principles commit automakers to take certain steps to protect the personal data generated by their vehicles. Consumer advocates and the automo ve a ermarket are cau oning that the newly announced principles don’t go far enough.

“The privacy Principles reflect the reality that automobiles increasingly make use of innova ve technologies designed to save lives, me and the environment,” said Global Automakers President and CEO John Bozzella. “As modern cars not only share the road but will in the not too distant future communicate with one another, vigilance over the privacy of our customers and the security of vehicle systems is an impera ve.”

The Principles’ fundamentals are based on the Federal Trade Commission’s (FTC) Fair Informa on Pracce Principles (FIPPs), which, in turn, rest on privacy prac ce frameworks used in the United States and around the world for over forty years. Consistent with the FIPPs approach, the Principles treat sensi ve informa on, such as geoloca on, driver behavior, and biometric informa on, with addi onal, heightened protec ons. Global Automakers met with the FTC during the development process of the Principles and the agency is suppor ve of the industry efforts.

These privacy commitments are part of a larger ini a ve by automakers to protect the privacy and security of the data necessary to support these advanced vehicle technologies. Despite the absence of reported hacking incidents affec ng vehicles on the road to date, the industry also is taking proac ve measures to prepare for threats by working to establish a mechanism for sharing vehicle cybersecurity informa on among the auto sector.

“Automakers are integra ng innova ve systems in the ini al stages of design and produc on providing consumers with safe, smart, and sensible vehicle choices,” said Bozzella. “As advanced technologies con nue to evolve and become increasingly data driven, we will con nue to adopt best prac ces and work with experts and other stakeholders to ensure consumers are protected.”

Mitch Bainwol, president and CEO, Alliance of Automobile Manufacturers said, “Our Principles build on the long-standing Fair Informa on Prac ce Principles, Federal Trade Commission guidance and the White House Consumer Privacy Bill of Rights. These landmark privacy frameworks, when applied to automobiles, should reassure auto customers that their privacy is taken seriously.

Bainwol con nued, “Our Principles have three important hallmarks that are the touchstones of the commitment of par cipa ng automakers to their customers.

Continued on Page 27

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Leaders in the Sale of Quality Mopar Parts

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Continued from Page 26

First, consumers can expect transparency. Automakers will employ a variety of methods to provide consumers with clear no ces of their privacy prac ces, including through owner’s manuals and company websites. Second, the most sensi ve types of consumer informa on receive heightened protecons. For many, informa on about where and how they drive is private. Under the Automo ve Privacy Principles, automakers pledge to provide protec ons for sensi ve informa on that goes beyond similar principles in other industry sectors. Third, automakers clearly state the limited circumstances where they may share informa on with government authori es.”

Cri cism from Consumer Advocates and Automo ve A ermarket Consumer advocates and automo ve a ermarket organiza ons, however, are cau oning that the principles do not go far enough to protect consumers privacy and assure compe on for automo ve repair services.

AAA’s President and COO Marshall Doney said, “AAA is encouraged that automakers are taking a first step to address consumer rights with connected car data, but this agreement falls short of providing consumers the right to control their own informa on. Today’s announcement follows in the footsteps of AAA’s Consumer Rights for Car Data, but we remain concerned that industry con nues to prevent consumers from having access to a compe ve choice of automo ve services.

“New cars increasingly collect vast amounts of data that can be used to prevent breakdowns, reduce crashes and help drivers save both me and money. Consumers should benefit from market compe on as these new services emerge, and no company should put unfair limits on consumer choice,” con nued Doney.

The Auto Care Associa on (ACA), while applauding the ini a ve, believes consumers should be allowed to control the flow of data generated and what third par es have access instead of the auto manufacturers.

According to the associa on,” …car owners are at the mercy of the vehicle manufacturers as to where informa on on their vehicle is sent. This includes vehicle diagnos c, mileage and geoloca on informaon. All of this informa on is sent directly to the manufacturer, and they decide with which third pares to share that informa on.”

The ACA con nues, “In many cases, car owners have established trusted long-term rela onships with repair shops and other vehicle service en es to which they would prefer their diagnos c and other personal data be sent, in order to ensure more convenient and efficient service for their vehicle. Since these third par es o en compete with the franchised dealer, it is unlikely that the data produced by a car owner’s vehicle will be made available by a manufacturer to an independent service en ty.”

The associa on would like to see vehicle manufacturers include a secure gateway that allows vehicle owners to control the flow of data transmi ed from their vehicles.

Source: www.collisionweek.com

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Nov-Dec 2014

Online Auto Parts Buyers Driven

by Five Characteristics Many people are keeping their cars longer and taking more of a do-it-yourself approach to maintaining them than before. That has turbocharged online auto parts sales es mates to more than $5 billion in 2014, a 16 percent boost over 2013 numbers, say industry analysts at Hedges & Company. The 2015 forecast: $6.5 billion.

The shi to online is an important industry trend. And to help auto parts sellers capitalize, UPS partnered with comScore to conduct the second annual “What’s Driving the Automo ve Parts Online Shopper” survey. Ioana Mazare, a UPS automo ve marke ng manager, says the five main characteris cs of online auto parts buyers are that there is double-digit growth in online sales of auto parts leaves brick-and-mortar retail sales behind.

For 2013, in-store sales ended down 1.5 percent, according to data from the U.S. Census Bureau.

1. Dis nct based on purchasing intent. “Upgrade buyers” look to enhance the performance or the looks of their ride, while “Replacement buyers” purchase products for repairs and maintenance. These two segments have unique purchasing preferences and behaviors. For example, “upgraders” are more likely to be tech-savvy Millennials; nearly two out of three will purchase using a tablet or smartphone.

“Replacement” shoppers are typically older, and 40 percent are female.

2. Diligent with research. Compared with typical online shoppers, auto parts buyers don’t browse.

They know exactly what they want, and will conduct thorough research before buying. The top considerations are price, product availability and technical specifications. “They are diligent about research online, especially using online reviews, ratings and social media,” Mazare says.

3. Decisive and willing to wait for their purchases. “Most online parts shoppers are patient when it comes to waiting for delivery,” Mazare says. In fact, the study indicates a willingness to wait an addi onal four days if a retailer offers free shipping (whereas the general online shopper is only willing to wait two extra days for free shipping). “Millennials [ages 18 to 34] are an excep on. They will pay extra for faster delivery, and prefer to have a specified delivery window,” Mazare says. Also, this decisive bunch rarely returns items. Only 27 percent of online parts buyers returned an item in 2014, about half the rate for general online shoppers. But when they do return something, three out of four parts buyers prefer to return to a local store, rather than ship product back. “Among Millennials, nearly 60 percent choose ship-to-store for pickup – and of those, 90 percent purchase addi onal items in the store,” Mazare says.

“That’s an excellent opportunity to provide customers with flexibility and increase store sales at the same me.”

4. Dedicated. They’re frequent shoppers who make numerous purchases of auto parts online a year. They want convenience and flexibility.

5. Diverse. This is a demographically varied market when it comes to age, gender and location. An estimated 60 percent are male and 40 percent female. Some 44 percent live in suburban areas, 26 percent in rural areas and 26 percent in urban areas. Some 26 percent are Millennials.

“There›s a huge opportunity to build loyalty in this space,” Mazare says. She points to survey results showing that nearly 60 percent of online parts shoppers are going online frequently, making more than 5 purchases in a typical three-month period. Some 35 percent are “power shoppers” who buy even more online.

“To be compe ve and posi oned for growth, companies need to develop an online presence and to understand online consumers,” Mazare says. “Our intent with this survey is to help give customers the kind of insight that will help them grow. We want to do more than move packages from place to place.”

Source: www.abrn.com

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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SEMA Show 2014 Submi ed by Susan McDaniel

The Sema Show was held in Las Vegas, Nevada as always. People come from all over the world to see this Automo ve Industry based show and Las Vegas is the only place large enough to house all of the vendors, buyers and onlookers that arrive in droves to see all of the exci ng displays of past, present and future automo ve wonders.

For those of you who don’t know, SEMA stands for Specialty Equipment Market Associa on.

SEMA was formed in 1963 by Roy Richter, Ed Iskenderian, Willie Garner, Bob Hedman ,Robert E. Wyman, John Bartle , Phil Wieland, Jr., Al Segal, Dean Moon, and Vic Edelbrock, Jr. and now consists of 6,383 companies worldwide, bringing together a ermarket manufacturers, original equipment manufacturers, media, car dealers, specialty equipment distributors, installers, retailers and restoraon specialists.

Products in this$29.99 billion-a- year industry include performance and racing components, cosme c and func onal accessories, wheels and res, mobile electronics, safety products, restoraon parts, handling equipment, drivetrain parts and more. The industry covers Hot rods, muscle cars, classics, luxury vehicles, sport compacts, street rods, light trucks (off-road and sport truck) SUV’s, Custom and recrea onal vehicles.

SEMA provides services for employees of its member companies that include educa on and professional development, market research, legisla ve and regulatory advocacy, industry publica ons, interna onal business development and business to business events.

This year’s event at the 3.2 million square foot conven on center was packed inside and out. This event was second to none and truly worth experiencing. My favorite displays were the vintage. There was truly something for everyone.

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Nov-Dec 2014

2014 M MMG MG C Com o m m itte i t t ees es President Vice President Treasurer Secretary

Rick Cutaia Andy Reed Susan McDaniel Susan McDaniel

Rick Hendrick DCJR - Charleston, SC Allen Samuels DCJ – North Richland Hills, TX Bill Luke CJD – Phoenix, AZ Bill Luke CJD – Phoenix, AZ

Marvin Windham Rick Monteiro Joe McBeth Paul Allred

Benchmark CJD – Birmingham, AL Jack Powell CJD – Escondido, CA Dallas DCJ – Dallas, TX Stateline CJD – Fort Mill, SC

Committees: Vendor Chairman

Paul Allred

Stateline CJD - Fort Mill, SC

Newsletter

Don Cushing

Bald Hill DCJ – Warwick, RI

Nada 2015 Planning

Tom Kellogg

Harold Zeigler CDJR - Grandeville, MI

Membership

TBA

Finance Committee

Steve Hofer Rick Cutaia Joe McBeth

Park CJ – Burnsville, MN Rick Hendrick DCJR - Charleston, SC Dallas DCJ – Dallas, TX

ADP

Gerry Oaks Paul Allred Andy Reed Rick Monteiro

Baxter CJD – Omaha, NE Stateline CJD – Fort Mill, SC Allen Samuels DCJ – North Richland Hills, TX Jack Powell CJD – Escondido, CA

R&R

Rick Cutaia Susan McDaniel Marvin Windham

Rick Hendrick DCJR – Charleston, SC Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL

Dan Hutton Paul Allred Steve Hofer

Tom O’Brien CJD – Greenwood, IN Stateline CJD – Fort Mill, SC Park CJ – Burnsville, MN

Dealer Tire

Susan McDaniel Marvin Windham Joe McBeth

Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL Dallas DCJ – Dallas, TX

Elite Extra

Rick Monteiro J.D. Ipsen Larry Morris

Jack Powell CJD – Escondido, CA Ken Garff West Valley CJDR - Wesy Valley City, UT Fred Beans CJDR - Doylestown, PA

UPS

Glen Hojnacki

Milosch’s Palace CJD – Lake Orion, MI

Tracy Industries

Mike Mulkins

Go Chrysler Jeep West - Golden, CO

GuidePoint

Mike Mulkins

Go Chrysler Jeep West - Golden, CO

Katzkin

Mike Gerber

Rairdon CDJ - Kirkland, WA

Executive Committee All of the above as well as:

Vendor Committees

OEConnection Snap-On

Mopar Masters Guild Magazine