IN 06/17 by NIADA

CAR LINES

S TAT E A F F I L I AT E

INDIANA INDEPENDENT AUTOMOBILE DE ALERS A S S O C I AT I O N

JUNE 2017

MAGAZINE

ASSOCIATION NEWS

30TH ANNIVERSARY GOLF TOURNAMENT – AWARDS DAY– TRADE SHOW Sunday, August 27, 2017 P A G E 18

DALLAS, TEXAS Permit No. 2079

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W W W.II A DA .C O M

INSIDE

BOARD MEMBERS

06..................................................New & Renewing Members 08..............................................................................CarLawyer 10.....................When Exceptions Overtake Showroom Rules 12.....................Beat Back Used Vehicle Margin Compression 14............................................. Managing Dealership Reviews 18.................................................................... Golf Tournament

WHAT’S NEW NIADA.TV

Who is the latest world auto auctioneer champion? Watch the recap of the World Auto Auctioneer Championship, held at Manheim Pennsylvania, on NIADA.tv and find out!

ADVERTISERS INDEX

ADESA....................................................................................15 AmTrust Financial................................................................... 5 Black Book................................................................................3 BMW Group Direct............................................................... IFC Dyer Auto Auction..................................................................17 Kesler Schaefer AA..................................................................9 Manheim ................................................................................11 Manheim Pennsylvania..........................................................13 NextGear Capital ...................................................................12 PassTime ................................................................................16 Protective............................................................................. IBC VAuto................................................................... 7, Back Cover

OFFICE

For information on how to become a member of IIADA, please call 219.661.0287 128 S. East Street # 1393 Crown Point, IN 46308 iiada@comcast.net • www.iiada.com

NIADA HEADQUARTERS

NATIONAL INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION WWW.NIADA.COM • WWW.NIADA.TV 2521 BROWN BLVD. • ARLINGTON, TX 76006-5203 PHONE (817) 640-3838 For advertising information contact: Troy Graff (800) 682-3837 or troy@niada.com. Car Lines is published 10 times per year by the National Independent Automobile Dealers Association Services Corporation, 2521 Brown Blvd., Arlington, TX 76006-5203. Periodicals postage paid at Dallas, TX and at additional offices. POSTMASTER: Send address changes to NIADA State Publications, 2521 Brown Blvd., Arlington, TX 76006-5203. The statements and opinions expressed herein are those of the authors and do not necessarily represent the views of Car Lines or NIADA. Likewise, the appearance of advertisers, or their identification as members of NIADA , does not constitute an endorsement of the products or services featured. Copyright © 2017 by NIADA Services, Inc.

President

Andy Zay Zay Leasing & Rentals, Inc. 4957 N. Broadway Huntington, IN 46750 Phone: 260.356.1588 azay@sbcglobal.net

Chairman of the Board Legislative Chairman Fritz Kreutzinger Fritz Associates P.O. Box 168 Fishers, IN 46038 317.842.2228 Fax: 317.842.7900 fritzauto@aol.com

Vice President

Tony Del Real Del Real Automotive Group 1002 Walnut Avenue Frankfort, IN 46041 Phone: 765.446.9204 tdelreal@delrealauto.com

Treasurer

MAGAZINE LAYOUT

Bruce Norton Drive1 USA, Inc. 1512 W. 96th Avenue Suite C Crown Point, IN 46307 Phone: 219.670.0542 Bnorton@drive1usa.com

PRINTING

Secretary

STATE MAGAZINE MGR./SALES

Troy Graff • troy@niada.com EDITORS

Jacinda Timmerman • jacinda@niada.com Andy Friedlander • andy@niada.com Christy Haynes • christy@niada.com Nieman Printing

Sharon Brennan Fritz in Fishers 8599 E. 116th Street Fishers, IN 46038 Phone: 317.842.2228 sharonb@fritzinfishers.com Tricia Trent Trent Auto Sales 1327 N 6th St. Vincennes, IN 47591 812.882.3772 Fax: 812.882.1986 ttrent01@yahoo.com

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Jennifer Cotton Dyer Auto Auction 219.865.2361 Fax: 219.322.1761 bcotton@dyerauction.com Kim Graham Kim Graham, Inc. 1648 A US 31 S Greenwood, IN 46143 317.888.0100 Fax: 317.888.8900 k.motors@sbcglobal.net Ed White White’s Auto Sales 1105 McKinley Ave. Rensselaer, IN 47978 219.866.7553 Fax: 219.866.7256 edwhite123@att.net John Stumpf Greater Kalamazoo Auto Auction P. O. Box 697 Schoolcraft, MI 49087 269.679.5021 jstumpf@kalamazooaa.com Tony Houk Kesler-Schaefer Auto Auction, Inc. 5333 W. 46th Street Indianapolis, IN 46253 317.297.2300 Fax: 317.297.6236 skesler@ksaa1.com Tyler Trent Trent Auto Sales 1327 N 6th St. Vincennes, IN 47591 812.882.3772 Fax: 812.882.1986 ttrent01@yahoo.com

Taryn Sanchez White’s Auto Sales LLC 1105 N. McKinley Avenue Rensselaer, IN 47978 Phone: 219.866.7553 twhite1517@att.net Harold Drees H.T.D., Inc. 200 E. Main Street Thorntown, IN 46071 317.402.2312 Fax: 765.436.7222 htdinc@msn.com Doug Alvey First Class Auto Sales, Inc. 695 W. 900S Hebron, IN 46341 219.996.2600 Fax: 219.531.4628 talvey65@yahoo.com Andrew J. Inabnitt Approval Auto Credit Inc. 9825 Huggin Hollow Rd. Martinsville, IN 46151 317.422.8001 Fax: 317.422.8020 joe@approvalautocredit.com David D. Baldwin II Best Deal Auto Sales, Inc. 1875 SR 8 Auburn, IN 46706 260.357.0099 Fax: 260.357.0090 dbthesecond@yahoo.com Debbie Andersen Executive Director 128 S. East Street # 1393 Crown Point, IN 46308 219.661.0287 iiada@comcast.net

Travis Baldwin Best Deal Auto Sales 2526 Scotswolde Drive Fort Wayne, IN 46808 Phone: 260.483.7999 travisbaldwin@ bestdealautosalesonline.com

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ASSOCIATION NEWS

NEW & RENEWING MEMBERS IIADA recognizes the following members.

The following members have joined* or renewed their membership since our last issue of Car Lines. Thank you for your membership in Indiana’s trade association for independent dealers.

Warranty Solutions* Kenneth Liesener Lakewood

America Imports Jeff Cork Speedway

Columbus Fair Auto Auction* Alexis Jacobs Columbus

Manheim Louisville Auto Auction Chuck Werner Clarksville

D & H Auto Sales Troy Deppe Danville SweetCars LLC Chuck Surack Fort Wayne

Drive 1 USA Bruce Norton Crown Point

Hillside Motors Dushan Galic Schererville

Thompson Brothers Auto Sales John Thompson Lafayette

Motorama Bill McLaughlin Mooresville

Patriot Sales Howard Curry Liberty

U Pull & Pay Rachel Yauss Indianapolis

Gray Auto Brokers Brad Gray Greenfield

Andy Zay Leasing Andy Zay Huntington

Whites Auto Sales Ed White Rensselaer

Del Real Auto Sales Eddy Del Real Lafayette

McHugh Motors Tim McHugh Indianapolis

Ultimate Auto Deals Luis Hernandez Ft. Wayne

Dependable Auto Sales Ralph Butrum Indianapolis

Mint Auto Sales Sam Kamdar Fort Wayne

THANK YOU!

ACCELERATE

BY GWC WARRANTY

SEIZE THE LEADS YOU WISH YOU HAD

Generate Your Own Leads

As a dealer you’ll search high and low for the next great source of leads. At times, you might even pay for services that cut into your profits. But what if you could generate new, repeat and referral business all on your own? It may seem like a daunting task, but you have everything you need on your computer or stashed away in a filing cabinet – it’s your own network of past customers. If you’re looking to generate your own leads and save the cost of an outside vendor, nothing is more important than an up to date rolodex. It starts with gathering contact information up front and maintaining regular communication to gather any updates. This way, you never lose touch with satisfied customers and simultaneously open a potential window into their wide networks. A BrightLocal survey found consumers find word of mouth referrals to be just as reliable as online reviews, so maintaining constant contact with customers will keep you front of mind as they encounter others in the market for a vehicle.

CAR LINES / June 2017

If you make getting accurate contact information a habit, you can chase lead sources that have seemed like a distant dream for far too long. Expired Vehicle Service Contracts If you like selling longer-term service contracts, knowing which customers are about to run out of coverage gives you a perfect reason to give them a call. You can use the expired contract as a segue to bring them in to browse for a new vehicle. If they’re not interested, a VSC renewal opportunity could bring in some revenue as well. You can build a process to find these customers on your own, or your VSC provider may be able to alert you to these opportunities. GWC Warranty elite dealers get free access to the elite lead generator, which puts this list of customers just a click away. Regular Email Communication and Social Activity You’d be surprised by the value of staying front of mind with customers. Regular email newsletters or simple timely messages can help your dealership stay on the tip of every customer’s tongue. Even if a customer who comes across your content in an email or on social media isn’t in the market for a vehicle, they may have just spoken with a friend or family member who is. Before you know it, your phone will ring with referral customers who heard about you from a past customer

who just so happened to read your email the week before. Ask for Referrals Sounds simple enough, right? At the end of a transaction or service visit, don’t be afraid to ask if someone a customer knows might be in the market for a new vehicle. The BrightLocal survey mentioned earlier also discovered that seven of 10 consumers will leave a review if they were only asked. The same concept can be applied to referrals. Just a simple ask can go a long way, not to mention if you build promotions and discounts around referring friends who go on a test drive or purchase a vehicle.

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LEGAL UPDATE

BY THOMAS B. HUDSON AND NICOLE FRUSH MUNRO

THE CARLAWYER

Keeping You Informed with the Latest Governmental Issues and Activity in the Used Car Industry

Here’s our monthly report of legal developments in the auto sales, finance and lease world. This month, we feature developments from the Consumer Financial Protection Bureau, the Federal Trade Commission, the Justice Department and two state attorneys general, as well as our “Case of the Month.” Remember – we aren’t reporting every recent legal development, only those we think might be particularly important or interesting. Why do we include items from other states? We want to show you legal developments and trends. Also, another state’s laws might be a lot like your state’s laws. If attorneys general or plaintiffs’ lawyers are pursuing particular types of claims in other states, those claims might soon appear in your state. Note that this column does not offer legal advice. Always check with your lawyer to learn how what we report might apply to you, or if you have questions. This Month’s CARLAWYER Compliance Tip Dealers should pay particular attention to the discussion of Santander’s settlements with the attorneys general of Delaware and Massachusetts. The settlements require Santander to modify its retail installment sale contract purchasing practices and procedures in ways that are intended to reduce various sorts of dealer misbehavior. If your dealership engages in any of the dealer practices described in the settlement, you can expect to face a more stringent buying experience from Santander, and, because this development will have gotten the attention of other finance companies and banks, other contract buyers, as well. FEDERAL DEVELOPMENTS FTC slams dealerships: On March 14, the FTC announced nine Los Angelesbased auto dealerships, their holding and management companies, and two individual owners have agreed to pay more than $3.6 million to consumers to settle charges that they used deceptive and unfair sales and financing practices, deceptive advertising, and deceptive online reviews. The FTC alleged Sage Auto used “yo-yo” financing tactics (i.e., using deception or other unlawful pressure tactics to coerce consumers who had signed contracts and driven off the lot into accepting different deals) and packed extra and unauthorized charges for add-ons or aftermarket products and services into the deals. The FTC’s complaint also alleged Sage Auto used phony online reviews to tout their dealerships and discredit negative reviews from consumers about the company’s advertising, sales, and financing

CAR LINES / June 2017

practices. The proposed settlement order prohibits the dealerships and owners from making misrepresentations related to their advertising, add-on products, financing, and endorsements or testimonials. The proposed order will also bar the defendants from engaging in other unlawful conduct when a sale is cancelled, such as failing to return any down payment or trade-in or seeking legal action, arrest, repossession, or debt collection unless the action is lawful and the defendants intend to take such action. Finally, the proposed order prohibits the defendants from violating the Truth in Lending Act and Regulation Z, as well as the Consumer Leasing Act and Regulation M. Debt collectors take note: On March 21, the CFPB released a report summarizing its activities administering and enforcing the Fair Debt Collection Practices Act over the past year. The report provides a background of the debt collection market; summarizes the bureau’s supervisory activities in the debt collection market; describes the CFPB’s and the FTC’s enforcement actions; describes amicus briefs filed in FDCPA cases; discusses the CFPB’s and the FTC’s consumer education and outreach initiatives; and discusses the CFPB’s rulemaking activities and the FTC’s policy and research initiatives. About face! Forward march! Last fall, in PHH Corporation v. CFPB, a panel of judges for the U.S. Court of Appeals for the D.C. Circuit held the CFPB’s structure is unconstitutional in that the President may remove the agency head only for cause. In November, just after the election, the CFPB asked the D.C. Circuit for en banc rehearing in the case. This action was supported by the Justice Department in an amicus brief. The D.C. Circuit granted the petition, vacating the panel decision. Just to prove it would be tough for things to get any stranger in Washington, the Department of Justice then reversed course. It is no longer on the CFPB’s side, as evidenced by a newly-filed amicus brief defending the original panel decision. According to the new brief, the CFPB’s structure, as drafted by Congress, is unconstitutional and the President must have the authority to remove the head of the agency, even if solely due to a policy disagreement. Santander settles Massachusetts and Delaware charges: The attorneys general for Massachusetts and Delaware have settled charges against Santander Consumer USA Holdings Inc. arising from the company’s subprime auto financing operations. The AGs had alleged Santander funded auto loans (both AGs used the term “loans” to refer to what were undoubtedly retail installment contracts) without having a reasonable basis to believe the borrowers could afford them and knew the reported incomes used to support credit applications submitted to the company by car dealers were incorrect and often inflated.

The Massachusetts AG’s office found that Santander’s own internal audit concluded the company’s oversight of auto dealer conduct when making subprime loans was inadequate. Despite identifying a group of dealers that had extremely high default and delinquency rates and other problems, the company continued to fund loans through these dealers. Santander also allegedly identified a group of dealers it called the “fraud dealers,” but continued to fund loans through them. The Delaware settlement requires business reforms by Santander, including procedures to screen loans originated by Delaware dealers to ensure they comply with Delaware law and meet minimum documentation requirements. Santander also agreed to prospectively identify and repurchase subprime loans sold to third parties it later determines do not comply with Delaware law. The Massachusetts settlement requires $16 million in payments to more than 2,000 consumers and a $5 million payment to the state. The Delaware settlement requires Santander to pay $2.875 million into a trust to benefit hundreds of harmed Delaware consumers. Santander will also pay just over $1 million to the Delaware Consumer Protection Fund. Under the terms of the settlements, Santander neither admitted nor denied either state’s allegations. CASE OF THE MONTH Difference between advertised price of car and price in RISC was hidden finance charge: A buyer bought a car from a dealership after seeing it advertised for $9,970. The cash sale price of the car in the retail installment sale contract the buyer signed was $17,775. The buyer sued the dealership for violating the Truth in Lending Act, as well as New York law prohibiting deceptive acts or practices and false advertising, alleging the increased sale price in the contract included a hidden finance charge. The buyer moved for a default judgment after the dealership failed to respond, and the federal trial court granted the motion. The court found the dealership charged a higher sale price for a credit buyer than a cash buyer. The court noted that difference in price paid by a cash buyer and a credit buyer may be attributable only to the negotiating skills of the buyer. However, for purposes of default judgment, the court was required to accept the buyer’s allegation that the additional cost was a hidden finance charge that violated TILA. The court also found the dealership violated New York law by failing to accurately disclose the finance charge under TILA. Joseph v. Excellence Auto Trade LLC, 2017 U.S. Dist. LEXIS 20243 (E.D.N.Y. February 10, 2017). So there’s this month’s roundup! Stay legal, and we’ll see you next month. Tom (thudson@hudco.com) is of Counsel and Nikki (nmunro@hudco.com) is a partner in the law firm of Hudson Cook, LLP. For information, visit www.counselorlibrary.com. © CounselorLibrary.com 2017, all rights reserved. Single publication rights only, to the Association. (4/17). HC# 4818-8650-7334

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ASSOCIATION NEWS

QUALITY DEALER NOMINATIONS Application Deadline: July 1

Nominate a dealer today for IIADAâ&#x20AC;&#x2122;s 2017 Quality Dealer of the Year. Applications are now being accepted. The application deadline is July 1, 2017. The winner will represent Indiana at the 2018 NIADA Convention & Expo and compete for the coveted NIADA Quality Dealer of the Year award. The public recognition and prestige associated with this award will produce many benefits for your dealership. Our 2017 Indiana Quality Dealer of the Year will be named and recognized at our 30th Anniversary Golf Tournament and Awards Day on August 27. Eligibility: Dealers must be nominated by an IIADA member or sponsor. To request an application, email iiada@comcast.net or call 219.661.0287.

www.iiada.com

June 2017 / CAR LINES

MANAGEMENT GAMEPLAN BY SCOTT BERGERON

The term showroom control has been around for years, and it exists for good reason. For example, on a busy Saturday when deals are happening left and right, it’s easy to lose control and start making exceptions and, as a result, mistakes. Many of us have been taught the rules of the road. But how many times have we taught the rules of our dealership, and our showroom? Why do they exist? What happens when they aren’t followed?

customer experience and the profitability of a dealership, as well as contribute to the lackluster reputation of our industry. My wife and I bought an SUV last month. As usual, it wasn’t from a salesperson I knew, although I’d purchased from the dealership 10 years before and had actually hired several of their top brass in the 1990s. It was a bigbox store. The salesperson was a “veteran,” having been there six years. Even though I’ve been in the business for close to 30 years, and can get a quick and easy fleet deal, I enjoy seeing how the retail side of dealerships is progressing in the eyes of a retail customer. Specifically, I like to see if we’re improving our reputation or holding onto our long held “traditions.” What struck me most about our visit was it was way too impersonal for either of us to quickly “fall in love” with our new car. Sure, we liked the salesperson, and he did a great job building rapport, but we were in the showroom cubicle for at least an hour

When exceptions to the rules overtake the rules themselves, what do you do to get them back on track? Start by identifying them, and the process it takes to make sure they’re being followed consistently. Recently the Academy Awards had one of their biggest screw-ups ever – announcing the wrong Best Picture winner to over 50 million viewers. The reasons it happened were simple: Details were overlooked and there were distractions. While most of us won’t suffer a worldwide embarrassment and lose all credibility, our industry does when missed details and distractions start adding up. It can ruin the

searching inventory on the computer since they had at least 100 in stock. Getting a proper walkaround and sitting in a car, let alone driving it, didn’t happen for well over an hour and a half. Six and a half hours later we took delivery. It was a snowy Thursday in Denver with no customers and I had a trade. I will give them an hour off since it took that long to get my fleet price and negotiate on the trade. They were all very nice and had a really nice delivery person, but over five hours if you take out the trade/negotiations?! I had helped family friend Patricia buy from another dealership only two months

WHEN EXCEPTIONS OVERTAKE THE RULES OF YOUR SHOWROOM How to Get Back on Track

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earlier. They were a local dealership, with an awesome reputation, and the experience was incredible. They didn’t miss a beat. Every “I” was dotted and every “T” crossed, and she was in and out in just a couple of hours. As complicated as some like to make it, showroom control isn’t rocket science. A deal is made up of a lot of little pieces, and if those pieces aren’t spelled out time is lost and so are deals. With defined rules everyone knows, business can flow through quickly. In my friend’s case, her salesperson and dealership had every process done from start to finish with no room for mess ups. Her sales rep had only been in the business for six months. She worked through a sales manager but also had a “modified four square” as well. The sales rep didn’t have a finance person, but sold every aftermarket and finance product I’d ever seen, and did a great job of it, even though she was fairly inexperienced. My friend bought a warranty, even though it was a certified used car. It made sense, and her salesperson took the time to build the value. Pat is the happiest customer and is still talking up her great deal and how nice and respectful they all were. She still tells me how much she appreciates me walking her through the process and helping her get such a great deal. Coincidentally, it was a one price store, and I didn’t get her a penny off. Her deal was quick, easy, and was profitable for the dealership. My six-hour deal included recopied state documents, and a credit app that was virtually impossible for all of us to read. We kept taking pictures of the application, just so we could blow it up on our phones to see what they really needed. When we got to the finance manager, he didn’t even attempt to sell us anything, and immediately slashed his warranty price because, in his words, “You’re from the business so I won’t try to sell you anything. I’ll just give you the warranty at cost plus $100.” I didn’t buy it. It might have been a good deal, but he never showed me what it included other than a “6-year, 100k” and an internal price sheet. In our business, it’s all about the details. In key ways, it’s like football. When a team executes on its game plan consistently, touchdowns happen. When it doesn’t, interceptions leading to an opponent’s touchdown can result. That’s a 14-point swing. In your market, the difference in the details can mean finishing at the top of the heap, or struggling to make payroll and keep your franchise or lease. Don’t let the little things make or break your store. Stay on the details and finish strong. Former dealer executive Scott Bergeron is the founder of Daily Gameplan.com, a sales team performance company. Scott can be reached at 303.918.3169 or scott@dailygameplan.com

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MANAGEMENT MATTERS BY DALE POLLAK

BEAT BACK USED VEHICLE MARGIN COMPRESSION 3 Best Practices

It’s like a leaky faucet. Drip by drip, the retail profit you make on used vehicles goes down the drain. But unlike a leaky faucet, the fix for margin compression in used vehicles isn’t as easy as calling a plumber. That’s because, more and more, ongoing margin compression in used vehicles is the nature of the business. According to the National Automobile Dealers Association, used vehicle gross profits as a percentage of transaction prices has been shrinking, bit by bit, for nearly the past decade. NADA data shows that in 2009 used vehicle gross profits ran 14.3 percent of average vehicle transaction prices, compared to 12.1 percent in 2016. This diminished return may not seem like much, but it’s a significant difference when you consider the average used vehicle transaction price has grown by nearly $4,700 – from $15,210 in 2009 to $19,886 in 2016, a 31 percent increase. The challenge, and opportunity, for dealers rests in how you contend with margin compression. The fix isn’t as simple as selling more used vehicles. In a margin-compressed environment, you have to sell more used vehicles more efficiently to maximize an ever-smaller return on an ever-larger investment. To achieve a higher level of operational efficiency and sales, I recommend the following best practices for dealers. A Consistent Sourcing Pipeline You can’t retail vehicles you don’t have in stock. More and more, dealers are employing full time, technology-enabled sourcing specialists to maintain a steady supply of incoming auction inventory. The specialists free up managers who previously found themselves lacking sufficient attention and time to selectively acquire the right auction vehicles, with specific cost to market and market days supply metrics, to fill inventory needs. It’s not uncommon for these time-addled managers to just buy cars because their inefficient sourcing methods lead to frustration and less-than-optimal decisions. Similarly, the specialists give managers more time to oversee appraisals and maximize every tradein opportunity. Faster Retail-Ready Turnaround It’s still fairly common for used vehicles to spend five, seven or even 10 days in service before they are reconditioned, detailed, photographed and posted online. A Midwest Chevrolet dealer found that by trimming three

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days off his dealership’s eight-day retailready average, he realized an additional $300,000 in front-end gross profits. The dealer is now working to consistently meet a 36-hour turnaround, and anticipates the improvement will generate an additional $200,000 in front-end gross. The example highlights the “time is money” axiom of retailing vehicles in today’s margin-compressed market. Top-performing dealers set aggressive benchmarks of 24 hours or less to complete detail and reconditioning work – a goal that typically requires automotive RO approvals when repair estimates fall within expected ranges, and dedicated recon teams in service. Reduced Inventory Age I recommend dealers strive to retail at least 55 percent of their used vehicle inventory in less than 30 days. Dealers who achieve this objective, which requires a Velocity-oriented pricing strategy, are doing all they can to minimize margin compression and take advantage of retailing vehicles when they are fresh and stand to deliver maximum gross profit. To understand why reducing the days to sale of used vehicles is so important, I encourage dealers to do a quick study of the gross profits they achieve on vehicles retailed in less than 30 days compared to vehicles retailed after 30 days. In most cases, the results show the average front-end gross profit declines by at least 50 percent once vehicles cross the 30-day line. If you segment vehicles retailed after 45 days, it’s not uncommon to see a roughly 50/50 split between vehicles that make a little money and those that lose a lot more. This analysis often leads dealers to agree with my assessment that any vehicle you don’t retail within 45 days represents a failure of management. For some reason, right or wrong, someone turned their back on these units when they should have been working harder to sell them. None of these best practices represents an easy fix. Each requires dealers, managers and team members to think and do things differently, sometimes in a manner that’s contrary to what they’ve been taught. But dealers who get past these hurdles find their reward. It comes in the form of improved used vehicle performance and profitability in an era where neither can be taken for granted. Dale Pollak is founder of vAuto and has published several books on his Velocity Method of Management.

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MANAGEMENT MATTERS BY NEXTGEAR CAPITAL

MANAGING DEALERSHIP REVIEWS

Best Practices for Your Customer’s Digital Experience

Encouraging a car buyer to shop at a particular dealership is no longer just a matter of simply being the closest dealership. For today’s customer, the car buying experience begins online. According to a study from Autotrader and Kelley Blue Book, car buyers spent 60 percent of their time online in the vehicle purchasing process. The time to influence where a customer shops begins with a dealership’s digital presence, and when a customer is deciding on a dealership to visit they are bound to run across a number of dealership reviews. Feedback should always be appreciated, and review sites make earning dealership feedback easier than ever. In an industry where the digital experience can make or break a potential customer’s decision to purchase at a location, it’s important to monitor and respond to dealership reviews. Take the below best practices into

consideration to ensure your dealership’s reviews encourage, and don’t discourage, potential customers from visiting your lot. Monitor reviews. Take note of the review sites where your dealership has earned reviews. What are customers saying about the dealership? Are there any issues mentioned in the dealership reviews that can be addressed? Every dealer and dealership will have to decide how frequently they monitor and respond to reviews. Find a cadence that works best for the team member in charge of monitoring and responding to reviews. Comment on reviews, both good and bad. Every customer leaves a dealership either satisfied or dissatisfied with their experience. For the customers that leave positive dealership reviews, make sure to thank them for their feedback. They took the time to share their positive purchasing experience with the rest of the digital world. While it might be tempting to just ignore negative dealership reviews or tell the reviewer why their opinion is misguided, it will better serve the dealership if the response asks to reconcile the negative experience with the reviewer. Encourage feedback. Feedback can give dealers an idea of what they need to do to improve service for their customers. Be willing to ask customers if

they would like to contribute a dealership review after their purchase. Their feedback can lead to valuable insights on ways to improve the dealership experience. Dealerships that ask for and implement feedback are more likely to be in tune with the wants and needs of their customers. Though dealership reviews have the potential to influence a potential customer’s visit, when managed correctly, those reviews can bring out the best qualities of a dealership, provide insight on dealership processes that could be improved and encourage customers to visit and purchase.

PRODUCTS AND SERVICES

PROTECTIVE ASSET PROTECTION LAUNCHES PROGRAM New Higher Mileage Service Contract Program

Protective Asset Protection has launched its new Protective Auto Care Plan program. This new service contract program is focused on providing a service contract solution that meets the needs of higher mileage vehicles. The Protective Auto Care Plan provides coverage for vehicles up to 200,000 miles, with numerous coverage plans and deductible options, allowing dealerships to better meet the needs of pre-owned auto buyers. Additionally, the program provides terms to support late model vehicles and “wrap” plans to add coverage to existing warranties. The Auto Care Plan includes other benefits such as rental car reimbursement and emergency roadside service.

CAR LINES / June 2017

“We worked closely with dealers and independent agents, in addition to conducting research to develop a plan tailored to the needs of higher mileage vehicles. The Protective Auto Care Plan is the result of these efforts and we feel this is the service contract program that will meet the needs of the industry today and into the future,” said Protective Asset Protection vice president for independent auto sales Mark Edmundson. The new Protective Auto Care Plan provides dealerships with an opportunity to provide greater peace of mind for car buyers, while point-of-purchase and digital materials are available to help inform customers of the program’s value. Protective Asset Protection senior vice president for distribution Rick Kurtz said, “With the average age of vehicles on the road remaining high and the projected growth of pre-owned inventories, we see this program serving an important role in dealerships’ F&I offering.” About Protective Asset Protection Protective Asset Protection provides vehicle protection plans, GAP, credit insurance, training and other F&I services through vehicle dealerships. Protective Asset Protection has been serving dealers for 55 years and currently provides products and services to automobile,

marine, RV and powersports dealers. Protective Asset Protection is part of the financial services holding company, Protective Life Corporation. For more information about Protective Asset Protection call 800-323-5771 or visit www.protectiveassetprotection. com.

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7 ty Dealer r will be ed.

Our 2017 “Joe Krier Quality Dealer Award” winner will be announced. 30th Anniversary Golf Tournament Trade Show & Awards Day

30th Anniversary Golf Tournament Trade Show & Awards Day

BreakfastAnniversary & Registration - 9:00 am 30th Shotgun Start -10:00 am

After Golf Dinner Ironwood Golf Club 10955 Fall Road, Fishers, IN 317.842.0551

Ironwood Golf Club Directions to Ironwood Fishers, IN

August 27, 2017

Take 1 69 to exit 5 (116th Street exit). Go east 2 1/2 miles to Hoosier Road. Turn Right at Hoosier Road. Take the next right into Ironwood Golf Club.

“Joe K Awar

CAR LINES / June 2017

August 27, 2017

www.iiada.com

*Sponsorship Opportunities *Sponsorship Opportunities Platinum-$3,000 Opportunities Golf Outing *Sponsorship Registration Form Platinum-$3,000 Golf Outing Includes registration for foursome, Registration Form Includes registration for foursome, Entry Form sponsorshipPlatinum-$3,000 of Dinner Entry Form sponsorship of Dinner Golf Outing Registration Form Diamond-$2,000 Name_____________________________ Includes registration for foursome,Participants Names: Diamond-$2,000 Name_____________________________ Includes registration for foursome, Entry Form sponsorship of Dinner for foursome, Participants Names: Includes registration

sponsorship Diamond-$2,000 of Breakfast Spouse/Guest Name__________________ Name_____________________________ sponsorship of Breakfast Spouse/Guest Name__________________ Gold-$1,500 Participants Names: Includes registrationGold-$1,500 for foursome,1. ________________________________ 1. ________________________________ Includes registration for twosome, _________________________________ sponsorship of Breakfast Spouse/Guest Name__________________ Includes registration for Company twosome,__________________________ _________________________________ sponsorship of beverage cart Gold-$1,500 Company __________________________ sponsorship of beverage cart 1. ________________________________ Silver-$600 Company _________________________________ Name_____________________ Includes registration for twosome,2.________________________________ Company Name_____________________ Sponsorship of Closest to the Pin, Silver-$600 Longest 2.________________________________ Company __________________________ sponsorship of beverage Sponsorship Closestcart to the Pin, Longest Putt or Longest Driveof _________________________________ Company___________________________ $700 Silver-$600 Company Name_____________________ Putt or Longest Drive _________________________________ Bronze-$400 Company___________________________ 2.________________________________ Sponsorship of Closest to the Pin, Longest Sponsorship of or Golf HoleBronze-$400 3._________________________________ Address___________________________ Putt Longest Drive _________________________________ Sponsorship of Golf Hole 3._________________________________ Company___________________________ Address___________________________ Bronze-$400 *All sponsors may participate in trade Company___________________________ City______________________________ *All sponsors may participate in trade Sponsorship of Golf Company___________________________ 3._________________________________ Address___________________________ show and will be recognized in Hole City______________________________ show and will be recognized in 4._________________________________ Car Lines *All sponsors may participate in trade State____________ Zip_______________ 4._________________________________ Company___________________________ Car Lines City______________________________ State____________ Zip_______________ show and will be recognized in Company____________________________ Company____________________________ 4._________________________________ Car Lines Phone_____________________________ ___Money Order/Check Enclosed State____________ Zip_______________ Phone_____________________________ ___Money Order/Check Enclosed All golfers must have entry fees paid Company____________________________ th All11golfers must have entry fees paid Fax_______________________________ Email Registration: iiada@comcast.net by August Phone_____________________________ Fax_______________________________ Email Registration: ___Money Order/Check Enclosediiada@comcast.net by August 11th Fax Registration CREDIT CARD ONLY All golfers must have entry fees paid Registration and Sponsorship* Totals Fax Registration - CREDIT CARD ONLY Fax_______________________________ Registration: iiada@comcast.net by August 11th Registration and Sponsorship* Totals Email219.663.5294 219.663.5294 Breakfast, Golf, & Fax Registration - CREDIT CARD ONLY Breakfast, Golf, & ___Visa ___MasterCard Registration and Sponsorship* Totals Dinner - $95/Person ______ ___Visa219.663.5294 ___MasterCard Dinner $95/Person ______ Breakfast, Golf, & Card No.______________________ ___Visa Card ___MasterCard No.______________________ Platinum Sponsorship - $3,000 ______ Dinner - $95/Person ______ ______ Platinum Sponsorship - $3,000 __________________ ExpirationCard DateNo. ______________________ Diamond Sponsorship - $ 2,000 ______ Expiration Date__________________ Platinum Sponsorship - $3,000 - $ 2,000 ______ ______ Diamond Sponsorship Security code________ Expiration Security Date__________________ code________ Gold Sponsorship $1,500 ______ ______ Diamond- Sponsorship - $ 2,000 Gold Sponsorship - $1,500 Name______ on Card (please print) Name on Card (please print) Security code________ Phone: 219.661.0287 Silver Sponsorship - $$ 600 700 Phone: 219.661.0287 Gold Sponsorship - $1,500 ______ ___________________________ Silver Sponsorship - $ 600 ______ ______ Email: iiada@comcast.net Name on Card (please print) ___________________________ Email: Please send entry fee to: iiada@comcast.net Bronze Sponsorship - $ 400 - $ 600 ______ ______ Phone: 219.661.0287 Signature Silver Sponsorship Please send entry fee to: Bronze Sponsorship - $ 400 Card Holder’s ______ Indiana Independent Auto Dealers Association ___________________________ Card Holder’s Signature Email: iiada@comcast.net Independent Auto Dealers Association P.O. Indiana Box 1393 _________________________ Total Enclosed ______ Please send entry fee to: Bronze Sponsorship - $Total 400 Enclosed ______ ______ _________________________ Crown Point, IN 46308 P.O. Box 1393 Card Holder’s Signature Indiana Independent Auto Dealers Crown Point,Association IN 46308 P.O. Box 1393 _________________________ Total Enclosed ______ Crown Point, IN 46308

BMV UPDATE USED CAR NEWS

UPDATE FROM THE INDIANA BUREAU OF MOTOR VEHICLES Change in Registration Rules

The length of time an individual can drive a newly purchased vehicle on Indiana roadways without registering the vehicle increased from 30 to 45 days on January 1, 2017. For not more than 45 days after the date on which the person acquires the vehicle, a person who purchases the vehicle may display on the newly acquired vehicle a valid and unexpired license plate transferred from another vehicle that the person disposes of by sale or other means. The manufacturer’s certificate of origin, certificate of title, or a bill of sale must be in their possession. Also, the delinquent fee for a late registration will be called an “administrative penalty,” and will be changing. Indiana residents will be assessed an administrative penalty when registering a vehicle, off-road vehicle, or snowmobile more than 45 days after the date of purchase or acquisition.

www.iiada.com

June 2017 / CAR LINES

30TH ANNIVERSARY GOLF TOURNAMENTAWARDS DAY-TRADE SHOW Sunday, August 27, 2017 Ironwood Golf Club 10955 Fall Road Fishers, IN Registration Fees: $ 95 per person

Breakfast and Registration 9:00 a.m. Dinner after golf included Team Awards to 1st, 2nd and 3rd, Longest Drive, Closest to the Pin, Longest Putt Golf Chairmen: Fritz Kreutzinger, David Baldwin, Joe Inabnitt Please register early to reserve your place!!!

Participants Names:

Please send entry fee to:

1.__________________________________________ Company____________________________________

Indiana Independent Auto Dealers Association P. O. Box 1393 Crown Point, IN 46308

2.__________________________________________

Fax Registration (CREDIT CARD ONLY) to 219.663.5294.

Company____________________________________ 3.__________________________________________

_______Visa _______MasterCard

Company____________________________________

Card No.________________________________________

4.__________________________________________

Expiration Date___________________________________

Company_____________________________________

Name on Card (please print)__________________________

# of golfers_____________________ @ $ 95 = ______

Address of Cardholder

TotalEnclosed_________________________________

City___________________________________________

___Check or money order included

State______________________ Zip Code______________ Phone__________________________________________ Card Holderâ&#x20AC;&#x2122;s Signature______________________________

CAR LINES / June 2017

www.iiada.com

GOLF OUTING SPONSORSHIP OPPORTUNITIES 30th Anniversary Golf Tournament-Awards Day-Trade Show

Excellent sponsorship opportunities are available for our 30th Anniversary Golf Tournament-Awards Day-Trade Show, August, 27 at Ironwood Golf Club in Fishers. Market your company and support the Indiana Independent Automobile Dealers Association. All sponsors will be recognized at the tournament, on our website (iiada.com), and in our Car Lines publication.

Platinum - $3,000 Includes: Sponsorship of dinner. Driving range outing registration for foursome.

YES! We want to be a sponsor for the IIADA 30th Anniversary Golf Tournament-Awards DayTrade Show.

Please indicate the sponsorship of choice. ___Platinum $3,000 ___Diamond $2,000 ___Gold $1,500 ___Silver $700

Diamond - $2,000 Includes: Sponsorship of breakfast outing. Registration for foursome.

___Bronze $400

Gold - $1,500 Includes: Sponsorship of a beverage cart. Outing registration for two.

Payment by ___Check _____Visa ______MasterCard

Silver - $700 Includes: Sponsorship of Closest to the Pin, Longest Putt or Longest Drive.

Contact Name:___________________________________

Bronze - $400 Includes: Sponsorship of golf hole.

City___________________________________________

For more information, please call the IIADA office at 219.661.0287.

Phone _____________________Signature______________

www.iiada.com

________________Total

Credit Card Number_______________________________ Expiration Date __________________________________

Organizational Name:_______________________________

State______________________ Zip Code______________

Please mail or fax to: IIADA P. O. Box 1393 Crown Point, IN 46308 Phone: 219.661.0287 Fax: 219.663.5294 June 2017 / CAR LINES

MEMBER BENEFITS

JOIN TODAY

For $295 You Get Membership In Both IIADA and NIADA Plus All Of The Following Benefits And Even More That Are Not Listed! Programs for Extra Profit

• Dealer Bond at Member Rates • Dealer Insurance • Health Insurance • Forms • Financing • Software • IIADA Help Desk • National Dealer Network Skip Tracing Contacts • College Scholarships • Prescription Drug Card • National Dealer Network

Publications

• Car Lines Publication • Used Car Dealer Magazine • Federally Required Safeguards Policy Document • Federally Required Red Flags Rules Policy Documents • IRS Audit Technique Guide For the Independent Used Car Dealer • Current Industry Information • Legislative Alerts • NIADA Annual Market Analysis

Professional Development

• Certified Master Dealer Program • Free Access to NIADA.tv Training at Your Business • Access to IndependentDealer.com where dealers go for answers • NIADA Membership and Window Decal • IIADA “Symbol of Integrity” Logo and Window Decal • NIADA Annual Convention and Trade Show • Code of Ethics

2017 Member Auction Coupons For A Total Savings Of $3,000! abc Detroit/Toledo ADE of Indianapolis ADESA Cincinnati/Dayton ADESA Flint ADESA Indianapolis ADESA Lansing Anderson Auto Auction Clark County Auto Auction Dyer Auto Auction Fort Wayne Truck and Auto Auction Greater Kalamazoo Auto Auction Greater Mishawaka Auto Auction Greater Rockford Auto Auction Indiana Auto Auction, Inc. Indianapolis Car Exchange Kesler-Schaefer Wholesale Auto Auction Manheim Chicago Manheim Cincinnati Manheim Indianapolis Manheim Lexington Mobile Sale Manheim Louisville Manheim Ohio Mt. Vernon I-64 Auto Auction West Michigan Auto Auction Wolfe’s Auto Auctions-Evansville/ South Bend/Terre Haute

AUC T ION C OUP ON B OOK P RIN T ING SP ONSORED B Y: • AFC • CVR • ASC WARRANT Y • 700 CREDIT AMERICAN RECOVERY ASSOCIATION

Representation

• State Lobby and Consultant Services • State Legislative and Regulatory Tracking and Reporting • Federal Lobby and Consulting Services • Federal Legal, Legislative and Regulatory Tracking and Reporting • Indiana Department of Revenue Liaison • Indiana Dealer Services Liaison • Indiana Bureau of Motor Vehicles Liaison

CAR LINES / June 2017

SUPPORT IIADA! We are your voice in Indianapolis.

www.iiada.com

Indiana Independent Automobile Dealers Association

MEMBERSHIP APPLICATION The IIADA Has the Independent Auto Dealer Covered! Phone: (219) 661-0287 • Fax: (219)663-5294 iiada@comcast.net

JOIN TODAY For an annual membership investment of only $295,

which includes an NIADA membership, you get a $3,000 Auto Auction Coupon Book and a whole lot more!

GENERAL INFORMATION Dealership Name ____________________________________ Dealer Lic#_______________ Mail Address ________________________________________________________________ County _____________________________________________________________________ City/State/Zip________________________________________________________________ Phone _____________________________________________Fax ______________________ E-mail_______________________________________________________________________ Website_____________________________________________________________________ Owners (Please Print) _________________________________________________________ Recommended By _____________________________________________________________

PAYMENT INFORMATION oCheck oVisa oMasterCard Credit Card Number: _____________________________________Expiration Date: ________ Signature: _____________________________________________________________________________

Please include your email address, phone and fax numbers so that we can easily communicate with you. Membership dues are $295 for 12 months from the date you join, and your National lADA dues are included. Please send application and check or credit card information to: IIADA, PO Box 1393, Crown Point, IN

This is our personal invitation to you to join the State and National Independent Automobile Dealers Professional Associations It is important to me to be recognized as a professional! Enclosed are my annual dues of $295 to make sure that my business has all the advantages IIADA/NIADA Inc., provides to put me at the forefront of my profession. By completing this form, I agree to abide by the Code of Ethics. Also, I am consenting to and giving IIADA/NIADA Inc., its affiliates and subsidiaries, my permission to (until I give written notice to discontinue) contact me and provide information to me at the mailing and email addresses, telephone and fax number(s) I have provided.

46308

Note: 25% of dues are non-deductible

www.iiada.com

June 2017 / CAR LINES

ASSOCIATE MEMBERS

IIADA Associate Membership is available to automotive related businesses. Please call 800-310-3112 for more information on Associate Memberships. 700 Credit

Ann Carson 202.422.2351 aclarkA@700credit.com www.700credit.com

Affordable Computer Systems

DealerRater

HBK CPAs & Consultant

Dealertrack

Heritage Acceptance Corporation

Amy Rosenfield 800.266.9455 amy@dealerrater.com

Greg Goresen 800.488.9992 acsi@digicove.com www.acsds.com

Diane Zewalk 115 Pohesanut Dr., Ste. 201 Groton, CT 06340 860-448-3177 Fax: 860-448-3187

AFC

Dealer Funding

Ryan Lewis 2950 E. Main St. Plainfield, IN 46168 317-453-1172 ryan.lewis@autofinance.com

Ally-Smart Auction

Jeff Kubicki 812-455-7967 jeffrey.kubicki@ally.com www.smartauction.biz

Alpha Omega Group Brad LeBlanc 513.317.9861 brad@aogllc.com

Ashton Agency Inc.

Dealer Insurance, Bonds Kathy Alexander 407.678.5900 kalexander@ashtonagency.com

Auto Services Co. Inc. Susan Williams/ Clayton Morgan 800-442-7116

AutoZone

Gerry Sutter gerald.sutter@autozone.com 440.263.3389

Black Book National Auto Research Larry Knapp lknapp@blackbookusa.com 800.554.1026

Curt Massey 770.883.3883 cwm@dealerfunding.com www.dealerfunding.com

Diversified Vehicle Services

Glenna Deviers 317.862.9100 www.diversifiedvehicleservices.com

Drive1 USA, Inc.

Bruce Norton 1512 W. 96th Ave., Ste. C Crown Point, IN 46307 Phone: 219.670.0542 Email: Bnorton@drive1usa.com

Donn Wray, Attorney at Law Bamberger, Foreman, Oswald & Hahn, LLP Phone: 317-464-1591 dwray@bambeger.com

Envirotest Titling & Registration Kevin Lewis 1445 Brookville Way Suite G Indianapolis, IN 46239 317.322.0020 www.etrindiana.com

Envirotest Titling & Registration Kevin Lewis 1111 S. Green River Rd. Suite 100 Evansville, IN 47715 812.909.0116 www.etrindiana.com

Envirotest Titling & Registration

Rex Collins 330.758.8613 rcollins@hbkcpa.com

Curt Holmes cholmes@hfgnet.com

Insurance Professionals-Dealer Specialists Mike Lee 8509 Zephyr Dr. Indianapolis, IN 46217 317-432-1092 Fax: 317-300-0501 teamallenc21@comcast.net

Insurance Professionals of New Palestine

Universal Publications

Mighty Auto Parts of Central Indiana

Verifacto, Inc.

Greg St. Germain 336 E. Lincoln Hwy. Schererville, IN 46375 219-865-2227 gregg@lincolnwayinsurance.com

David McCabe 317.685.8650 mightyautopartsindy@gmail.com

Custom Facilities

GoldStar GPS

317.259.0038 lcolle@cfidm.com BuildMyDealership.com

CVR-Computerized Vehicle Registration

Ron Zimmerman 317.522.6256 Fax: 866.231.4996 rzimmerman@cvrreg.com

CAR LINES / June 2017

guided by SPIREON Cesar Yepez 949.697.3459 cyepez@spireon.com

GWC Warranty

Carmie Fruits - Indiana Dealer Consultant PO Box 7900 Wilkes-Barre, PA 18773 317-374-6271 cfruits@gwcwarranty.com www.gwcwarranty.com

Certified Public Accountants Barnett Sapurstein, CPA 317.598.6700 bsapurstein@teipencpa.com Jonathon Turner Phone: 773.290.5007 turneracceptance.com PO Box 628 Plainfield, IN 46168 317.203.5118 publicationsinc.universal@ yahoo.com Enrique Castiblanco info@verifacto.com 678.916.8311

Nationwide Cassel LLC 773.777.7600 www.nac-loans.com

NextGear Capital

Penn Warranty Corporation

John Skelton 423.207.1333 www.freedomwarranty.com

Dave Boekholder 800.557.1449 dboekholder@spireon.com

Lincolnway Insurance Services

Frazer Computing Inc.

Chris Walsh 812.988.8300 www.consolidated autoservices.com

SPIREON

Turner Acceptance

Lori Simpson 570.473.2146 lsimpson@keystoneinsgrp.com

Cars.com

Consolidated Automotive Services Freedom Warranty

Jane Saxon, CPA 3925 River Crossing Pkwy. Indianapolis, IN 46240 317.472.2183 jsaxon@somersetcpas.com

Keystone Insurers Group

P. O. Box 20229 Knoxville, TN 37940 865.573.3355

6196 US Hwy 11, P O Box 569 Canton, NY 13617 888.963.5369 www.frazer.com

Somerset CPAs

Teipen, Selanders, Poynter & Ayres, P.C.

Lori Kahre 1320 City Center Drive Suite 100 Carmel, IN 46033 Phone: 317.571.3845 www.nextgearcapital.com

175 W. Jackson Blvd., 8th Fl. Chicago, IL 60604 800-298-1460 dealers.cars.com

Lester Dean PO Box 9700 Wyoming, Michigan 49509 616.438.3591 Fax: 616-245-5978 lesterd@reliableautofinance.com

Network Benefits of Mid America 35 W. Main St. P.O. Box 467 New Palestine, IN 46163 Office: 317-861-4411 800-688-7988 Cell: 317-750-3032

Jennifer Kharchaf 1171 Breuckman Dr., Ste. B Crown Point, IN 46307 219.661.8220 www.etrindiana.com

CAR Financial

Reliable Auto Finance

Jude Tuma/Michael Roe 1081 Hanover St. Wilkes Barre, PA 18706 800-356-9441 michael.roe@pennwarrantycorp.com www.pennwarrantycorp.com

Preferred Warranties, Inc.

Gregg Reidenbach/Guy Loeffler 800-548-1121 info@warrantys.com www.warrantys.com

Professional Financial Services Matt Reece Phone: 864.237.6090 Matt.Reece@pfs-corp.net Nat Rieder Nat.Rieder@pfs-corp.net Phone: 614.935.9808

Regulation and Revenue LLC Myles Stevenson 502.387.5485 myles@reponotice.com

www.iiada.com

! E R E H IT’S

THE HIGHER C S V E G A E L I M S R E L A E D M PROGRA R O F G N I T I A W HAVE BEEN

. D E V I R R A HAS INTRODUCING THE NEW PROTECTIVE AUTO CARE PLAN Higher mileage vehicles need a higher mileage protection plan. The Protective Auto Care Plan provides coverage for vehicles up to 200,000 miles, with numerous coverage plans

STAY FOCUSED ON YOUR CUSTOMERS Visit protective-acp.com

or call 866 924 7513 to learn more.

and deductible options, allowing dealerships to better meet the needs of pre-owned auto buyers. The plan includes other benefits such as rental car reimbursement and emergency roadside service providing true peace of mind.

Protect Tomorrow. Embrace Today.™ VEHICLE PROTECTION PLANS | GAP COVERAGE | CREDIT INSURANCE | LIMITED WARRANTY PRODUCTS DEALER PARTICIPATION PROGRAMS | F&I TRAINING | ADVANCED F&I TECHNOLOGY Limited Warranty Products, Vehicle Protection Plans (VPPs) and GAP are backed by Protective Property & Casualty Insurance Company in all states except NY. In NY, VPPs are backed by Old Republic Insurance Company, Limited Warranty Products are backed by Western General Insurance Company and GAP is not available. Credit Insurance is backed by Protective Life Insurance Company in all states except NY, where it is backed by Protective Life and Annuity Insurance Company.