RV Executive Today Convention Program

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V SP EN E TI CIA O L N IS S

OCTOBER 3-7, 2011, THE RIO ALL-SUITE HOTEL & C A SINO, L A S VEGA S

See Centerfold for the Education Matrix

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RVDA of America Welcome elcome to Las Vegas and the RV Dealers International Convention/Expo. Meeting the demands of the changing market is no easy task for many dealers. The time and attention needed for the day-to-day swirl of business leaves little left for keeping up with the big-picture changes that impact our businesses.

RVDA staff and volunteer leaders are very aware of the challenges that dealers face. This year the RVDA Convention/Expo Committee, led by Peter Albano of American RV, Olive Branch, MS, has put together a program that is vastly different from historic conventions. It focuses on topics that dealers have identified as critical to success in the areas of sales, social media, auctions, and rental operations, and it includes a special session hosted and conducted

by GE Capital titled, “Does 1+1 Still Equal 2? The RV Industry in 2012 and Beyond.”

The Convention/Expo Committee has also blocked out more time for Brand Committee meetings. In this market, it’s critically important that dealer-manufacturer relations are strong. These meetings provide the best forums for dealers to discuss issues that will ensure their success in the

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coming year and to review the Dealer Satisfaction Index (DSI) survey results.

I commend Peter Albano, the volunteer leaders, and staff for assembling such a relevant agenda for the convention.

I want to invite all RVDA dealer members to attend the RVDA Annual Meeting on Wednesday, October 5. We have a number of important updates on industry and association issues that affect your business. Later that evening, for the first time, we will present RVDA’s Quality Circle Award to top performing manufacturers in the DSI survey during the “Celebrate Excellence: An All-Industry Gala” (separate ticket required).

I encourage you to visit our exhibitors and help support our business partners. Your registration fees cover only part of the cost of putting on the convention. We depend on our exhibitors, sponsors, and supporters to help defray the costs of the outstanding continuing education programs during the convention.

Have a great convention!

Tim O’Brien Circle K RVs, Inc., Lapeer, MI RVDA Chairman of the Board

Table of Contents 4 RVDA of America Welcome 6 RVDA Boards: Officers, Directors, and Delegates 8 RV Learning Center Board of Directors

41 RV Learning Center Major Contributors

17 Breakfast/General Session with CDR Kirk Lippold (Ret.)

42 RV Learning Center Update

18 RVDA of Canada Annual Meeting

8 Convention/Expo Committee

18 RVDA of Canada Reception

8 RV Assistance Corporation (RVAC) Board of Directors

18 Canadian Customs Compliance Session

8 RVDA of America & RV Learning Center Staffs

19 Partners in Progress Brand Committee Meetings Schedule

9 Corporate Sponsors

20 RVDA of America Endorsed Products

10 RVDA of Canada Welcome 10 RVDA of Canada Board of Directors 12 General Information 14 Convention/Expo Agenda At-A-Glance 16 Breakfast/General Session with Garrison Wynn 16 RVDA of America Annual Meeting

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16 Special Session with GE Capital Industry Research Analysts

20 RVDA of Canada Endorsed Products 21 Long-term RVDA Members

42 Learning Guides 43 Certification Programs 44 Thanks to Our Virtual Expo Exhibitors 46 Feature: Integrating Social Media Effectively 47 Feature: Surviving Isn’t Enough 48 Feature: Seven Best Practices to Maximize Sales 51 Feature: Comfort Zones Versus Accountability

22 Schedule of Events by Track

52 Feature: The Transforming Wholesale Business

30 Education Matrix

56 Advertisers Index

32 Workshop Floor Plan

56 Thanks to Our Convention/Expo Supporters

33 Expo Information 34 Exhibitors List (in alphabetical order)

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

58 RVDA Salutes Media Partners

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C O C K TA I L PA R T Y

VooDoo Lounge, Tuesday, October 4, 7:00 - 9:00 p.m.

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ome and celebrate the opening evening of the convention with NCompass RV! We will be hosting a cocktail party at the VooDoo Lounge, high atop the Rio Hotel and Casino from 7-9 pm on Tuesday, October 4th.

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rooftop patio and wind down from a long day at the convention with a late happy hour – on us!

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RVDA Boards: Officers, Directors, & Delegates 2010-2011 Chairman Tim O’Brien Circle K RVs Inc. Lapeer, MI

President Mike Molino, CAE RVDA Fairfax, VA

1st Vice Chairman Andy Heck Alpin Haus Amsterdam, NY

DELEGATES Alabama Jim Dandy Cooley Dandy RV Superstore, Inc. Anniston, AL

2nd Vice Chairman Jeff Hirsch Campers Inn of Kingston Kingston, NH Treasurer Bob Been Affinity RV Service Sales & Rentals Prescott, AZ Secretary Mick Ferkey Greeneway, Inc. Wisconsin Rapids, WI

Alaska Kevin Brown Arctic RV & Interior Topper Fairbanks, AK Arizona Devin Murphy Freedom RV, Inc. Tucson, AZ Arkansas Doug Boydston Mayflower RV, Inc. Mayflower, AR

Indiana Nathan Hart Walnut Ridge Family Trailer Sales New Castle, IN Iowa Jeremy Ketelsen Ketelsen RV, Inc. Hiawatha, IA Kansas Bill Hawley Hawley Brothers, Inc. Dodge City, KS Kentucky NeVelle Skaggs Skaggs RV Country Elizabethtown, KY Louisiana Jim Hicks Southern RV Super Center, Inc. Bossier City, LA

Past Chairman Debbie Brunoforte Little Dealer, Little Prices Mesa, AZ

California Darrel Friesen All Seasons RV Yuba City, CA

Director John McCluskey Florida Outdoors RV Center Stuart, FL

California Joey Shields Pan Pacific RV Centers, Inc. French Camp, CA

Director John Myers Myers RV Center, Inc. Albuquerque, NM

Colorado Brad Tarpley Tarpley RV Durango, CO

Director Steve Plemmons Bill Plemmons RV World Rural Hall, NC

Connecticut Chris Andro Hemlock Hill RV Sales, Inc. Milldale, CT

Director Bill White United RV Center Fort Worth, TX

Delaware Mike West Parkview RV Center Smyrna, DE

Mississippi Stephen (Snuffy) Smith Country Creek RV Center Hattiesburg, MS

RVRA Representative Bert Alanko MBA Insurance, Inc. Scottsdale, AZ

Florida Ed Schneider Ocean Grove RV Supercenter St. Augustine, FL

Missouri Sherri Wheelen Wheelen RV Center, Inc. Joplin, MO

Georgia Doc Allen C.S.R.A. Camperland, Inc. Martinez, GA

Montana Mark Bretz Bretz RV & Marine Missoula, MT

RVAC Chairman Tom Stinnett Tom Stinnett Derby City RV Clarksville, IN RV Learning Center Chairman Jeff Pastore Hartville RV Center Hartville, OH

Idaho Tom Nelson Nelson’s RVs, Inc. Boise, ID

Maryland Thom Beckley Endless Summer RV’s Frederick, MD Massachusetts Marty Hanoud U.S.R.V., Inc. Berkley, MA Michigan Tim Veurink Veurink’s RV Center Grand Rapids, MI Minnesota Will Jarnot PleasureLand RV Center, Inc. St. Cloud, MN

Nebraska Tony Staab Rich & Sons Camper Sales Grand Island, NE

Nevada Darcy Walker-Fitch Johnnie Walker RV’s Las Vegas, NV New Hampshire Scott Silva Cold Springs RV Corporation Weare, NH

Texas David Hayes Hayes RV Center Longview, TX

New Jersey Kevin Stone Stone’s Camping World Berlin, NJ

Texas Chris Hoover Ron Hoover RV & Marine Centers Rockport, TX

New Mexico John Myers Myers RV Center, Inc. Albuquerque, NM

Utah Neil Citte Ray Citte, Inc. Roy, UT

New York Brian Wilkins Wilkins R.V., Inc. Bath, NY

Vermont David McGinnis Pete’s RV Center South Burlington, VT

North Carolina Steve Plemmons Bill Plemmons RV World Rural Hall, NC

Virginia Lindsey Reines Reines RV Center, Inc. Manassas, VA

North Dakota Michelle Barber Capital R.V. Center, Inc. Minot, ND

Washington Ron Little RV’s Northwest, Inc. Spokane Valley, WA

Ohio Barry Chiron All Seasons RV Streetsboro, OH

West Virginia Lynn Butler Setzer’s World of Camping, Inc. Huntington, WV

Oklahoma Ron Shepherd Camperland of Oklahoma, LLC Tulsa, OK

Wisconsin Tim Wegge Burlington RV Superstore Sturtevant, WI

Oregon George Sutton George M. Sutton RV Eugene, OR

Wyoming Sonny Rone Sonny’s RV Sales, Inc. Evansville, WY

Pennsylvania Greg Starr Starr’s Trailer Sales Brockway, PA Rhode Island Linda Tarro Arlington RV Supercenter, Inc. East Greenwich, RI South Carolina Gloria Morgan The Trail Center North Charleston, SC South Dakota Lyle Schaap Schaap’s RV Traveland Sioux Falls, SD

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2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Tennessee Roger Sellers Tennessee RV Sales & Service, LLC Knoxville, TN

VACANT Hawaii Illinois Maine At Large Delegates Peter Albano American RV Olive Branch, MS Randy Coy Dean’s RV Superstore Tulsa, OK

Ed Lerch Lerch RV Milroy, PA John McCluskey Florida Outdoors RV Center Stuart, FL Bruce Mekkelsen Mekkelsen RV East Montpelier, VT Troy Padgett All Valley RV Center Acton, CA Amy Pennington RV Outlet Mall Georgetown, TX Rod Ruppel Webster City RV, Inc. Webster City, IA Larry Schaffer Rivers Bus & RV Sales Jacksonville, FL David Sothan Apache Camper Center, Inc. Roca, NE Earl Stoltzfus Stoltzfus RV’s & Marine West Chester, PA Glenn Thomas Bill Thomas Camper Sales, Inc. Wentzville, MO Participating Past Chairmen Bruce Bentz Randy Biles Rex Floyd Jim Fogdall Crosby Forrest Ernie Friesen David Hoelzer Rick Horsey Craig Jensen Larry McClain Dan Pearson Cammy Pierson Joe Range Dell Sanders Marty Shea Jim Shields Bill Thomas Randy Thompson Larry Troutt Fran VanPelt

The RV Learning Center Board of Directors Chairman Jeff Pastore Hartville RV Center, Inc. Hartville, OH Vice Chairman Dan Pearson PleasureLand RV Center, Inc. St. Cloud, MN

Director Bob Been Affinity RV Service Sales & Rentals Prescott, AZ Director Randy Biles Pikes Peak Traveland, Inc. Colorado Springs, CO

Secretary/Treasurer Bill Koster Protective St. Louis, MO

Director Debbie Brunoforte Little Dealer, Little Prices Mesa, AZ

President Mike Molino, CAE RVDA Fairfax, VA

Director Mick Ferkey Greeneway, Inc. Wisconsin Rapids, WI Director Eleonore Hamm RV Dealers Association of Canada Richmond, BC CANADA Director Andy Heck Alpin Haus Amsterdam, NY

Director Jeff Hirsch Campers Inn of Kingston Kingston, NH Director Rick Horsey Parkview RV Center Smyrna, DE Director Newt Kindlund Kindlund Investments Winter Park, FL Director Matthew Miller Newmar Corporation Nappanee, IN

Director Tim O’Brien Circle K RV’s, Inc. Lapeer, MI

Director Jim Sheldon Monaco RV, LLC Rancho Mirage, CA

Director Randy Packard ARVC / Pine Acres Family Camping Resort Oakham, MA

Director Tom Stinnett Tom Stinnett Derby City RV Clarksville, IN

Director Steve Plemmons Bill Plemmons RV World Rural Hall, NC

Director Ed Thor Coach-Net/NMC Irving, TX Director Brian Wilkins Wilkins R.V., Inc. Bath, NY

Convention/Expo Committee – 2011 Chairman Peter Albano American RV Olive Branch, MS

George Goodrick Adventure Sports, Ltd. Dartmouth, NS Canada

Will Jarnot PleasureLand RV Center, Inc. St. Cloud, MN

Vice Chairman Dave McGinnis Pete’s RV Center South Burlington, VT

David Hayes Hayes RV Center Longview, TX

Bob Parish GE Capital Tampa, FL

Jeff Rank Prime Time Manufacturing Elkhart, IN

Education assisted by the RV Learning Center’s Program Oversight Committee Chairman Brian Wilkins Wilkins R.V., Inc. Bath, NY

John McCluskey Florida Outdoors RV Center Stuart, FL

Scott Silva Cold Springs RV Corporation Weare, NH

Garry Enyart Cummins Onan Generators Minneapolis, MN

Bob Been Affinity RV Service Sales & Rentals Prescott, AZ

Gloria Morgan The Trail Center North Charleston, SC

Al Haimbach Dometic, LLC Elkhart, IN Ron Little RV’s Northwest, Inc. Spokane Valley, WA Dell Sanders J.D. Sanders, Inc. Alachua, FL

RVAC Board of Directors Chairman Tom Stinnett Tom Stinnett Derby City RV Clarksville, IN

President Mike Molino, CAE RVDA Fairfax, VA

Secretary/Treasurer Randy Biles Pikes Peak Traveland Colorado Springs, CO

Director Ernie Friesen All Seasons R.V. Yuba City, CA

Director Rick Horsey Parkview RV Center Smyrna, DE

Director Dan Pearson PleasureLand RV Center, Inc. St. Cloud, MN

RVDA of America Staff President Mike Molino, CAE Vice President for Administration Ronnie Hepp, CAE

Vice President for Communications Phil Ingrassia, CAE

Associate Services Manager Susan Charter

Dealer Services Manager Chuck Boyd

Director of Finance Hank Fortune

Director of Industry Relations Jeff Kurowski

Editor Mary Anne Shreve

Accountant Robin Walker

Field Representative Director of Legal and Butch Thomas Regulatory Affairs Brett Richardson, Esq., CAE

RV Learning Center Staff Chief, RV Learning Center Karin Van Duyse

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Education Coordinator Elizabeth Shoemaker

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

RV Service Consultant Tony Yerman

Technician Certification Registrar Isabel McGrath

THANKS TO OUR CORPORATE SPONSORS

Brought to you by RVDA, RVDA of Canada, and the RV Learning Center.

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RVDA of Canada Welcome would like to congratulate you for attending this year’s RV Dealers International Convention/Expo in Las Vegas. I applaud your initiative in participating in this truly exceptional event and thereby taking charge of your own business destiny. This year the convention, aptly themed “ReVolution – Take Charge Today,” will let you acquire the tools necessary to thrive as the RV industry revives. Welcome!

You asked, and we listened. As per your requests, we have kept the Dealer/Manufacturer Brand Committees as stand-alone sessions on Monday and Tuesday. This enables you to have a representative at the meetings without having to sacrifice any educational time. The 2011 DSI survey results will be unveiled at these meetings, so make sure you attend for those brands that your dealership carries.

Remember, you can only attend a meeting if you represent that brand.

We have also opened up the Expo earlier this year to allow you additional time with your suppliers.

You’ll find a listing of all the exhibitors in this program, along with the Expo Hall map. This year’s opening reception in the Expo will commence at 4:00 p.m. on Tuesday. Stop by to say hello to your current and future business partners.

This year’s opening general session will be a breakfast on Wednesday morning at 8:00 a.m.

Garrison Wynn will kick things off with his energetic and entertaining message about achieving success.

Mr. Wynn is going to outline the qualities it takes to be chosen for the job. Come and understand why people will either choose your products and services or those of your competitors.

Another session which I think you’ll find interesting is Joni Stuker’s presentation, “Proven Top Secrets to Drive More Business.” We’re always looking for more business, right? The session covers

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steps on how to take advantage of the many leads that already exist around us, as well as specific tactics for effective procedures. This workshop is being held on Thursday afternoon.

This year’s Canadian annual meeting will be on Wednesday from 11:15 a.m. to 12:30 p.m. I look forward to seeing all of you there. Not only will we highlight a few national initiatives being undertaken by the RVDA of Canada, but we also have Huw Williams from Impact Public Affairs presenting an overview of Go RVing Canada’s PR initiatives and the opportunities available to the dealer body for tagging on to the marketing program.

Another session on Wednesday will deal with Canadian compliance issues pertaining to RV importation and border services requirements. Come and hear Cole International customs brokers give us an update and practical advice on importation, pre-clearance, and the steps necessary to ensure that both Transport Canada and Canadian Border Services requirements are met.

One of this year’s panel sessions will be “Future Fuel Prices – What You Need to Know.” There will be a discussion on the factors that influence the price of fuel globally and knowledgeable perspectives on how to address this topic with your customers. This panel includes Canadian RV dealer Bill Redmond from Bucars RV Centre in Calgary, AB. I look forward to seeing you all during the convention. Don’t forget to come by and say hello at the Canadian Reception on Tuesday evening in Brasilia 1. Another great networking opportunity awaits you there.

Enjoy the convention!

Alden Kowarsky, Alco VR, Laval, QC Chairman, RVDA of Canada

RVDA of Canada Board of Directors 2011 OFFICERS Chairman Alden Kowarsky Alco VR Laval, QC

Past Chairman Kim Stone Stone’s RV & Home Centre New Glasgow, NS

Vice Chairman Garth Bromley Transcona Trailer Sales Winnipeg, MB

DIRECTORS Alberta Kyle Redmond Bucars RV Centre Balzac, AB

Treasurer Ian Moore Big Boy’s Toys Nanoose Bay, BC

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Atlantic George Goodrick Adventure Sports Ltd. Dartmouth, NS

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Atlantic Bruce Marsh Cape Breton Trailer Sales Bras D’or, NS

Ontario Sam Parks Camp-Out RV Ltd. Stratford, ON

STAFF Eleonore Hamm President RVDA of Canada

British Columbia Gord Bragg Hub City RV Ltd. Nanoose Bay, BC

Quebec Jean-François Lussier Horizon Lussier Marieville, QC

Richmond, BC Anita Lien Program Coordinator RVDA of Canada

Manitoba Jim Gorrie GNR Camping World Winnipeg, MB

Saskatchewan Darren Gelowitz Village RV Regina, SK

Richmond, BC Sylvia Willis Administrative Assistant RVDA of Canada Richmond, BC

General Information Registration/Name Badges A name badge is required for all to attend workshops or walk the Expo. Visit the registration desk located in the Rotunda to pick up your badge or to register.

*Free shipping on everything you purchase*

Audio Sales Recordings of most sessions are available on CD. Use the order Addendum to Program Guide form that is pre-stuffed in your This contains the latest updates and convention padfolio or visit the announcements, as well as addiAudio Print International, Inc. tional exhibitor listings. It is sales desk. Post-convention sales of inserted separately with your onsite recordings are also available.

RV Learning Center Store program guide. For additional The store will be open at exhibit copies, stop by the registration desk. Evaluations hall booth 501-600. Help your Your feedback helps RVDA employees grow with the Center’s Electronic Devices continue to provide professional manuals, workbooks, audiovisual As a courtesy to all convention education programs and a worldmaterials, and online training. attendees, RVDA requests that class convention. Please give us Store Hours: individuals turn electronic devices your feedback at the conclusion of Tues., 10/4, 1:00 - 6:00 p.m. on silent during education sessions. each session by filling out the evalWed., 10/5, 12:30 - 4:15 p.m.

If it is necessary to use your cell uation form you receive. After the Thurs., 10/6, 10:00 a.m. - 1:15 p.m. phone, please step outside to avoid convention, we will e-mail you a disturbing others. Recording these link to the overall convention evalStop by the store for material to sessions is not permitted. Audio help your team grow their uation, so we can incorporate your recordings of most sessions are expertise. Staff is on hand to feedback into the planning for available for purchase at the Audio next year’s convention. demonstrate online training and certification preparation programs. Print International, Inc. sales desk.

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2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Convention/Expo Agenda-At-A-Glance 8:00-9:15 a.m.

Monday, October 3 7:00 a.m.-5:30 p.m. Registration Desk Open 8:00-11:30 a.m.

RVDA of America Board of Directors Meeting 12:00-3:15 p.m.

RVDA of America Board of Delegates Meeting 12:00-5:00 p.m.

RVDA of Canada Board of Directors Meeting 3:00-9:00 p.m.

Expo Booth Set Up 3:30-4:45 p.m.

Jayco Partners In Progress Brand Committee Meeting 5:00-6:15 p.m.

Heartland Partners In Progress Brand Committee Meeting

Tuesday, October 4 7:00 a.m.-6:00 p.m. Registration Desk Open 8:00 a.m.-12:15 p.m.Proprietary Workshops 8:00 a.m.-4:30 p.m. Service Writer/Advisor Training (separate registration)

Dutchmen/Coleman Partners In Progress Brand Committee Meeting 9:30-10:45 a.m.

Keystone Partners In Progress Brand Committee Meeting 11:00 a.m.-12:15 p.m. Winnebago/Itasca/Era Partners In Progress Brand Committee Meeting 12:30-1:45 p.m.

Monaco/Holiday Rambler/R-Vision Partners In Progress Brand Committee Meeting 12:30-1:45 p.m.

CrossRoads Partners In Progress Brand Committee Meeting 1:00-6:00 p.m.

Expo Open 2:00-3:15 p.m.

Prime Time Partners In Progress Brand Committee Meeting 3:30-4:45 p.m.

KZ Partners In Progress Brand Committee Meeting 4:00-6:00 p.m.

Reception in Expo 5:00-6:15 p.m.

Forest River Partners In Progress Brand Committee Meeting

ADVERTORIAL

GE Capital Supports The Industry With RVDA Sponsorship

GE

Capital, Commercial Distribution Finance (CDF) has served the RV industry for more than 30 years by creating unique programs to help dealers manage their business by financing their new, used, or rental inventory.

A proud supporter of the industry, CDF is a sponsor of the RVDA, regional associations, show sponsorship, and Go RVing, to name a few.

“In today’s market, it is of critical importance to work together to share best practices and support one another through industry associations,” said Pete Lannon, managing director-RV for GE Capital’s CDF business. “We are longtime supporters of the RVDA because of its value to the RV industry.”

CDF offers several interesting programs for RV dealers. In addition to its special manufacturer programs, dedicated sales and service representatives, and advanced online reporting and

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2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

payment systems, CDF offers subsidized support of Spader True™ subscriptions for approved dealers.

Spader allows dealers to compare their performance on a wide variety of detailed metrics on expenses, sales mix, and profit margins, by department, against industry averages. In Pete Lannon addition, approved dealers can receive free GE Reporting from Statistical Surveys.

“GE Capital wants our dealers to have the best financial reporting and forecasting tools to grow their businesses,” said Lannon. “We are pleased to help make these products available to dealers.”

Dealers interested in CDF’s floorplan programs can apply online at www.gecdf.com/industries/rv.html or call 800-289-4488.

6:30-7:45 p.m.

Thor Motor Coach Partners In Progress Brand Committee Meeting

Wednesday, October 5 7:00 a.m.-5:00 p.m. Registration Desk Open 8:00-9:30 a.m.

Breakfast/General Session with Garrison Wynn 9:45-11:00 a.m.

Education Sessions 11:15 a.m.-12:30 p.m. RVDA of America Annual Meeting & RVDA of Canada Annual Meeting 12:30 p.m.-1:30 p.m. Past Chairman’s Luncheon (Invitation Only) 12:30-4:15 p.m.

Expo Open (Lunch in Expo) 2:45-4:00 p.m.

Education Sessions 4:15-5:30 p.m.

Special Session: Does 1 +1 Still Equal 2? The RV Industry in 2012 and Beyond Celebrate Excellence: 6:30-10:00 p.m.

An All-Industry Gala Separate ticket required

Thursday, October 6 7:45 a.m.-4:30 p.m. Registration Desk Open 8:00-9:30 a.m.

Breakfast/General Session with Commander Kirk Lippold, USN (Ret.) 9:45-11:00 a.m.

Education Sessions 10:00 a.m.-1:15 p.m.Expo Open (Lunch in Expo) 1:15-2:30 p.m.

Sales Super Session with Chip Eichelberger 1:15-2:30 p.m.

Education Sessions 2:45-4:00 p.m.

Education Sessions 4:15-5:30 p.m.

Education Sessions 5:45-6:45 p.m.

Women Leaders in the RV Industry Happy Hour (cash bar)

Friday, October 7 7:15-7:45 a.m.

7:45-10:45 a.m.

Early Bird Coffee Super Session: Open Lot Insurance Musts to Stay in Business

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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Breakfast/General Session with Garrison Wynn Wednesday, October 5, 8:00 - 9:30 a.m., Brasilia 2 & 6

The Real Truth About Success: What the Top One Percent Do Differently and Why They Won’t Tell You Get started for a big day of professional development during this high-powered breakfast with best-selling author Garrison Wynn. Among Wynn’s “truths” about success: It’s not about being good at what you do, it’s about consistently being chosen to do it. And geniuses with the best products don’t always win out over lesser mortals, he says. During his presentations he helps people understand how to go beyond merely being great

Garrison Wynn

at what they do and focus instead on what it takes to be chosen for the job. With his background as a former Fortune 500 department head and professional stand-up comedian, Wynn excels in delivering a serious, business-based message in a humorous manner. He also hosts television specials and national radio programs and regularly contributes business articles to The Washington Post.

RVDA of America Annual Meeting Wednesday, October 5, 11:15 a.m. - 12:30 p.m. Brasilia 2 & 6 Join your fellow members for the RVDA of America Annual Meeting as chairman Tim O’Brien and president Mike Molino review important issues facing dealers, the RV industry, and your association. Members will also elect and install incoming association officers.

RVDA will honor association awards recipients at this session, including the association’s most prestigious honor, the James B. Summers

( JBS) Award.

The annual meeting will Tim O’Brien Mike Molino Jeff Pastore also feature a report on RV Learning Center activities by RV Learning Center Chairman Jeff Pastore, who will update members on education programs available throughout the year.

Special Session with GE Capital Industry Research Analysts Wednesday, October 5, 4:15 - 5:30 p.m., Brasilia 1 & 4

Does 1+1 Still Equal 2?

The RV Industry in 2012 and Beyond It’s a strange world we live in, and seemingly contradictory economic indicators leave us wondering if old adages still hold true. Serena Tse and Scott Cohen, industry research analysts at GE Capital, Americas, will discuss various economic indicators affecting the RV industry, industry trends, and their outlook for how it will all shake out. Tse is a senior vice president and senior research analyst covering the construction and transportation sectors. With more than 15 years of experience following these industries, she strives to analyze general economic conditions,

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2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

cyclical and secular industry trends, and Serena Tse Scott Cohen regional dynamics affecting construction and transportation. Tse publishes quarterly “Industry Research Monitors,” regional “Trends,” and monthly “Updates.” She also publishes the annual “GE Capital Transportation Survey.” Cohen is a senior research analyst whose work focuses on the consumer, media, and communications sectors. He recently helped develop a forecasting tool for a client in the leisure-vehicle sector.

Celebrate Excellence An All-Industry Gala Join your colleagues from across the RV industry as RVDA presents the association’s Dealer Satisfaction Index (DSI) Quality Circle

Awards to top-performing manufacturers at the Celebrate Excellence: An AllIndustry Gala at the Rio All-Suite Hotel & Casino on October 5.

The Gala will include a reception, full dinner, awards ceremony, and dancing. Business casual attire.

Separate ticket required.

Wednesday Convention registrants: $99 October 5 Non-convention registrants: 6:30 - 10 p.m. $199. Tickets are available at the registration desk.

Brasilia 2 & 6

Breakfast/General Session with CDR Kirk Lippold (Ret.) Thursday, October 6 8:00 - 9:30 a.m., Brasilia 2&6

Managing Risk in an Era of Uncertainty Commander Kirk Lippold (Ret.) and his crew distinguished themselves by saving the American warship USS Cole from sinking during one of Kirk Lippold al Qaeda’s most brazen acts of terrorism prior to September 11, 2001. During his presentation, Lippold will explain how the ability of organizations to react quickly to a crisis, adapt strategies to deal with unforeseen circumstances, and then choose the best course of action comes only from thinking through the unimaginable. Lippold is now president of Base to Peak, a consulting firm specializing in training programs, crisis management, and long-range strategic planning. He also serves with Military Families United, an advocacy group for military families.

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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RVDA of Canada Annual Meeting Wednesday, October 5, 11:15 a.m. - 12:30 p.m., Brasilia 7 oin the RVDA of Canada’s annual assembly for a report on current association activities and a review of key association initiatives undertaken over the past year. We will also feature Huw Williams, president of Impact Public Affairs, who will review how to best leverage the Go RVing Canada PR and advertising efforts at the dealership level.

Participants will gain step-by-step guidelines and related tools and learn how to become involved in a unified industry voice. Participants will also learn specific techniques to grab customer and media attention alike.

Williams specializes in government, public, and media relations and has appeared frequently on CBC and CTV national news. He authored “A Government Relations Guide for Directors of Non-

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Profit Organizations,” published by the Huw Williams Canadian Society of Association Executives (CSAE). He also served on the board of the Government Relations Institute of Canada and was named the 2010 worldwide Public Affairs Professional of the Year finalist by PRNews Magazine. Other accolades include the CSAE 2010 Griner Award for outstanding “Business Excellence,” and a spot on The Hill Times’ 2009 list of the top 100 lobbyists in Canada.

He has a Masters of Business Administration from the University of Ottawa and a Bachelor of Arts from the University of Calgary.

This event is also a great opportunity to meet the RVDA of Canada board and staff, and network with fellow Canadian participants. Please join us!

RVDA of Canada Reception (Open to all Canadians) Tuesday, October 4, 6:00 - 7:30 p.m., Brasilia 1 Join the RVDA of Canada for its traditional reception on Tuesday evening after the Expo closes. It’s an excellent opportunity to mingle with fellow Canadian delegates. The reception is sponsored by

GE Capital, Commercial Distribution Finance Canada, and XtraRide Service Agreements (brought to you by Lyndon/DFS Administrative Services Inc. – A Protective Company).

Canadian Customs Compliance Session Wednesday, October 5, 2:45 - 4:00 p.m., Brasilia 5 Importing RVs into the Canadian marketplace is usually a seamless process, until a sudden paperwork error or policy change occurs. Do you know your responsibilities as an importer of record and how to address potential audits? This Canadian customs compliance session, presented by David Bosse, vice president of consulting for Cole International, will review issues currently affecting the Canadian recreation industry. This detailed session will include: Managing Canadian customs compliance • Key areas of focus • How to handle errors 18

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Customs audits – how they work and what you need to do Customs monetary penalty system • Outline of the system • Audit targets for 2011-2012 • Current issues • Proposed changes to penalty limits • Mitigating penalties Transport Canada – process, problems, and issues • Import issues with vehicles and trailers • Pre-approved status • Registrar of Imported Vehicles program (RIV)

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

David Bosse is a licensed Canadian customs broker with David Bosse 30+ years of experience in international trade. He holds a Management Certificate from the University of Alberta and a Consulting Certificate from the University of Calgary. He is a board member of the Canadian Association of Importers and Exporters. He will be glad to answer questions about crossborder trade compliance during this session. The Cole group of companies provides customs brokerage and consulting services in Canada and the United States.

Partners in Progress Brand Committee Meetings Do you carry one of these manufacturers/brands?

Partners in Progress Brand Committee meetings provide dealers a forum to discuss brand-specific issues with top management from participating

dealers only

manufacturers. Only dealers who carry the specific brand may attend. Dealer volunteers moderate the meetings. Make time to attend these important sessions.

Monday, October 3 3:30 - 4:45 p.m.

5:00 - 6:15 p.m.

Jayco Heartland

Brasilia 5 Brasilia 5

Dutchmen/Coleman Keystone Winnebago/Itasca/Era Monaco/Holiday Rambler/R-Vision CrossRoads Prime Time KZ Forest River Thor Motor Coach

Brasilia Brasilia Brasilia Brasilia Brasilia Brasilia Brasilia Brasilia Brasilia

Tuesday, October 4 8:00 - 9:15 a.m.

9:30 - 10:45 a.m.

11:00 a.m. - 12:15 p.m.

12:30 - 1:45 p.m.

12:30 - 1:45 p.m.

2:00 - 3:15 p.m.

3:30 - 4:45 p.m.

5:00 - 6:15 p.m.

6:30 - 7:45 p.m.

5 5 5 5 4 5 5 5 5

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

19

RVDA of America Endorsed Products Credit Card Processing Bank of America Merchant Services https://rvdealer.bankofamerica.com jay.e.machamer@bankofamerica (800) 876-8544 Disability Income Insurance/ Paycheck Protection Benefits American Fidelity Assurance Company www.afadvantage.com steve.bolinger@af-group.com (877) 967-5748, Ext. 8699 Emergency Roadside and Technical Assistance Coach-Net/NMC www.coach-net.com dealersales@coach-net.com (800) 863-6740

Employee Testing Caliper Corp. www.calipercorp.com rmannheimer@calipercorp.com (609) 524-1214 Extended Service Agreements XtraRide RV Service Agreement Program www.protective.com/ dealerservicesrv.asp?id=204 buildprofits@protective.com (800) 950-6060, Ext. 5738 Health Insurance Mass Marketing Insurance Consultants, Inc. (MMIC) www.mmicinsurance.com/rvda/quotes Ed.s@mmicinsurance.com (800) 349-1039

Pre-owned RV Appraisal Guidance N.A.D.A. RV Appraisal Guide www.NADAguides.com lsims@nadaguides.com (800) 966-6232, Ext. 235 Propane and Propane Supplies Suburban Propane www.suburbanpropane.com sholmes@suburbanpropane.com (800) 643-7137 RVDA/Spader 20 Groups Spader Business Management www.spader.com info@spader.com (800) 772-3377

Shipping Discounts PartnerShip, LLC Lead Qualifier Program www.PartnerShip.com Customer Service Intelligence, Inc. bferancy@PartnerShip.com (800) 599-2902 (CSI) www.tellcsi.com bthompson@tellcsi.com (800) 835-5274

RVDA of Canada Endorsed Products Anti-Theft Traceable Etched Glass Program SAL Group – Industrial Alliance Pacific www.iapacific.com 306-230-2682 Kevin Calladine:

Merchant Payment Processing Service PayLogec Merchant Solutions www.elavon.com Don Andrews: 604-541-8781 or 866-288-1587 ext 101 Sandy Salmon: 778-838-6052 or 866-288-1587 ext 104

National: 416-313-8361 George Steinsky: Western Canada: 604-461-3003 Erik Jensen: Ontario: Gary Pritchard: 416-955-2889 Atlantic: Appearance Protection 506-870-3797 Carole Vautour: SAL Group – Industrial Alliance Property & Casualty Insurance Quebec: Federated Insurance Company of Mathieu Gagnon: 514-219-8280 Pacific www.iapacific.com Canada, A Northbridge Financial Kevin Calladine: 306-230-2682 Company RVDA/Spader 20 Group www.federated.ca The Spader Companies 800-939-7788 www.spader.com Burnaby, BC: Creditor Insurance 800-661-8617 info@spader.com SAL Group – Industrial Alliance Edmonton, AB: 800-772-3377 Calgary, AB: 800-342-9157 Pacific Saskatoon, SK: 866-291-0523 Warranty www.iapacific.com 800-665-1934 SAL Group – Industrial Alliance Kevin Calladine: 306-230-2682 Winnipeg, MB: London, ON: 800-461-3117 Pacific Mississauga, ON: 800-387-5953 www.iapacific.com Group Benefit Program 800-361-0790 Kevin Calladine: Federated Insurance Company of Laval, QC: 306-230-2682 Canada, A Northbridge Financial Atlantic Region: 800-361-0790 Company Web and Internet Services www.federated.ca RV Retail Financing RVHotlineCanada.com Daniel Saindon: 800-665-1934 RBC Royal Bank www.rvhotlinecanada.com www.rbc.com 866-642-2343 20

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

RVDA Recognizes Long-Term Dealer Members 40 Year

25 Year

Avalon RV Center, Inc. Medina, OH

Stoltzfus RV’s & Marine West Chester, PA

Boulevard Trailers, Inc. Whitesboro, NY

Stoltzfus RV’s, Inc. Adamstown, PA

Clear Creek RV Center Silverdale, WA

J. D. Sanders, Inc. Alachua, FL

W. E. S. Trailer Sales, Inc., Wading River, NY

Driftwood RV Center Clermont, NJ

Modern Trailer Sales & Service, Inc. Osseo, MN Setzer’s World of Camping, Inc. Huntington, WV

35 Year Ballantyne RV & Marine, Victor, NY Gayle Kline RV Center, Inc., Mountville, PA

30 Year Newell Coach Miami, OK

Bell Camper Sales Bartlesville, OK

El Monte RV Santa Fe Springs, CA El Monte RV/Traylor Motor Homes, Inc. Palmer, TX Farnsworth Camping Center, Inc. Elysburg, PA

Greeneway, Inc. (Route 66 Dealer) Wisconsin Rapids, WI Harberson RV Pinellas, LLC Clearwater, FL Hilltop RV Superstore Escanaba, MI Hi-Way Campers, Inc. Plainfield, CT Moore’s RV, Inc. North Ridgeville, OH Niel’s Motor Homes North Hills, CA

Price-Rite Boat & Camper Sales of Youngsville, LLC Youngsville, NY Range Vehicle Center, Inc. Hesperia, CA Russ Dean Family RV Center Pasco, WA RV’s Northwest, Inc. Spokane Valley, WA Schaap’s RV Traveland Sioux Falls, SD

RVDA Recognizes Long-Term Associate Members 40 Year AIRXCEL RV Group Wichita, KS

Stag-Parkway Atlanta, GA

35 Year

30 Year

Carefree of Colorado Broomfield, CO

Atwood Mobile Products Elkhart, IN

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

21

DEALER/GENERAL MANAGER SCHEDULE OF EVENTS

Wednesday, October 5 8:00 - 9:30 a.m.

Breakfast/General Session Garrison Wynn, Wynn Solutions Brasilia 2 & 6 (See page 16) 9:45 - 11:00 a.m.

Influence in Action: How to Consistently Hold People Accountable Garrison Wynn, Wynn Solutions Brasilia 1 & 4 During this workshop, attendees will learn: • How to create a culture of accountability • Methods for turning low-level performing employees into top performers • The value every employee brings to an organization

22

2:45 - 4:00 p.m.

Industry Panel on Federal Regulatory Compliance Moderator: Brett Richardson, RVDA Stephan King, Moss Adams, LLP Ken Rishel, Rishel Consulting Group Carolyn Sprogis, Bank of the West Brasilia 1 & 4 During this workshop, attendees will learn: • How the SAFE Act affects RV dealers and full-time RVers • How to work with third parties on compliance issues • How to initiate an internal dealership compliance policy and ensure training, updating and testing

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

2:45 - 4:00 p.m.

Canadian Customs Compliance Session David Bosse, Cole International Brasilia 5 During this workshop, attendees will learn: • Your responsibilities as an importer of record • How to handle an audit • The major issues currently impacting the recreation industry in Canada 4:15 - 5:30 p.m.

Special Session: Does 1+ 1 Still Equal 2? The RV Industry in 2012 and Beyond Serena Tse, GE Capital, Americas Scott Cohen, GE Capital, Americas Brasilia 1 & 4 During this workshop, attendees will learn: • The economic indicators that affect the RV industry • Important industry trends • The economists’ views on how it will all shake out

Thursday, October 6 8:00 - 9:30 a.m.

Breakfast/General Session CDR Kirk Lippold (Ret.) Brasilia 2 & 6 (See page 17) 9:45 - 11:00 a.m.

Future Fuel Prices – What You Need to Know Tom Walworth, Statistical Surveys, Inc. Bill Redmond, Bucars RV Centre John McCluskey, Florida Outdoors RV Center John Felmy, American Petroleum Institute Brasilia 1 & 4 During this workshop, attendees will learn: • The impact that future fuel prices will have on consumers and what it means for the RV dealer • How to gain a different perspective on the effects of fuel pricing in today’s economy • How to positively address fuel price issues with your employees and customers

1:15 - 2:30 p.m.

Super Session: S.W.I.T.C.H. On Your Sales Success Chip Eichelberger, Get Switched On! Brasilia 2 & 6 During this workshop, attendees will learn: • How to stand out from the competition • Skills for engaging people on every phone call and personal interaction • Why customer retention is even more important than customer acquisition 4:15 - 5:30 p.m.

Four Pillars of the Dealership Business Chuck Marzahn, Marzahn & King Consulting, Inc. Brasilia 1 & 4 During this workshop, attendees will learn: • A fresh perspective on how dealership departments are interrelated and always changing • How to teach others at the dealership – both managers and employees • How each facet of the dealership contributes to a customer’s perception of value

Friday, October 7 7:45 - 10:45 a.m.

Super Session: Open Lot Insurance Musts to Stay in Business Michael Neal, Georgina Roy, Reed Brothers Insurance Group, Div. of Brown & Brown Ins. Brasilia 1 During this workshop, attendees will learn: • Why you should have a limit or cap on the deductibles of your RV open lot policy • How to understand the co-insurance element of your property policy • The necessity of having a business income policy

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

23

SALES SCHEDULE OF EVENTS

Wednesday, October 5 8:00 - 9:30 a.m.

Breakfast/General Session Garrison Wynn, Wynn Solutions Brasilia 2 & 6 (See page 16) 9:45 - 11:00 a.m.

Integrating Social Media Effectively Sheril Vergara, RH Power & Associates Lambada During this workshop, attendees will learn: • How to reach RV social media prospects and build relationships with them • How to incorporate a social media strategy into your current marketing program • How to manage your social accounts effectively

24

2:45 - 4:00 p.m.

Managing and Selling to Internet Leads Tom King, Marzahn & King Consulting, Inc. Brasilia 3 During this workshop, attendees will learn: • Methods for processing Internet leads – who does what, and why • How to respond effectively to Internet leads • How to turn Internet leads into sales 4:15 - 5:30 p.m.

Special Session: Does 1+ 1 Still Equal 2? The RV Industry in 2012 and Beyond Serena Tse, GE Capital, Americas Scott Cohen, GE Capital, Americas Brasilia 1 & 4 During this workshop, attendees will learn: • The economic indicators that affect the RV industry • Important industry trends • The analysts’ views on how it will all shake out

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Thursday, October 6 8:00 - 9:30 a.m.

Breakfast/General Session CDR Kirk Lippold (Ret.) Brasilia 2 & 6 (See page 17) 9:45 - 11:00 a.m.

People Skills: Stabilize Your Workforce Roger Preble, People Skills in a Box Brasilia 3 During this workshop, attendees will learn: • Communication and phone skills that provide an advantage • How to overcome hidden barriers and gain others’ trust and confidence • Why people ultimately choose to do business with you

1:15 - 2:30 p.m.

Proven Top Secrets to Driving More Business Joni Stuker, Owner Connect Brasilia 3 During this workshop, attendees will learn: • How to generate consistent traffic • Ways to increase sales growth • How to develop referrals and strong self-marketing abilities 2:45 - 4:00 p.m.

A Day on the Auction Block Kevin Cooper, Manheim Specialty Auction Brasilia 3 During this workshop, attendees will learn: • How to use auctions to manage their inventory needs • How to use auction tools to make educated buying decisions • How to host a “mock auction”

4:15 - 5:30 p.m.

Getting the Most from Go RVing Leads Chad Strohl, The Richards Group Phil Ingrassia, RVDA Brasilia 5 During this workshop, attendees will learn: • Features of the Go RVing Leadsplus program • How to efficiently download Go RVing leads • How to use the Go RVing promotional toolbox

Friday, October 7 7:45 - 10:45 a.m.

Super Session: Open Lot Insurance Musts to Stay in Business Michael Neal, Georgina Roy, Reed Brothers Insurance Group, Div. of Brown & Brown Ins. Brasilia 1 During this workshop, attendees will learn: • Why you should have a limit or cap on the deductibles of your RV open lot policy • How to understand the co-insurance element of your property policy • The necessity of having a business income policy

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

25

EMPLOYEE MANAGEMENT & DEVELOPMENT SCHEDULE OF EVENTS

Wednesday, October 5 8:00 - 9:30 a.m.

Breakfast/General Session Garrison Wynn, Wynn Solutions Brasilia 2 & 6 (See page 16) 9:45 - 11:00 a.m.

RV Service Employee Improvement: A Service Manager’s Responsibility Jim Carr, FRVTA Brasilia 5 During this workshop, attendees will learn: • Best practices in employee compensation packages; flat-rate vs. hourly • Technician and service training opportunities • Details of the NEW Technician Career Ladder

26

9:45 a.m. - 12:30 p.m.

Super Session: Five Rules of Engagement for Service Customers Don Reed, RV Max Training Solutions Brasilia 3 During this workshop, attendees will learn: • How to increase shop productivity and improve repair cycle times • How to increase sales and profits per work order • Skills to build RV owner retention 2:45 - 4:00 p.m.

How Good is Your Tech Training Program?

Terry Cooper, Mobile RV Academy Lambada During this workshop, attendees will learn: • How to hire more qualified technicians • Methods to train and educate your technicians to be their best • How to save training dollars

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

4:15 - 5:30 p.m.

Special Session: Does 1+ 1 Still Equal 2? The RV Industry in 2012 and Beyond Serena Tse, GE Capital, Americas Scott Cohen, GE Capital, Americas Brasilia 1 & 4 During this workshop, attendees will learn: • The economic indicators that affect the RV industry • Important industry trends • The economists’ views on how it will all shake out

Thursday, October 6 8:00 - 9:30 a.m.

Breakfast/General Session CDR Kirk Lippold (Ret.) Brasilia 2 & 6 (See page 17)

9:45 - 11:00 a.m.

The Way to Sell to the Post Recession RV Service Customer Jeff Cowan, Jeff Cowan’s PROTALK Brasilia 5 During this workshop, attendees will learn: • How to work with the post recession customer • How to develop a more professional service staff with a resultsoriented training program • Techniques for increasing retention, professionalism, customer satisfaction, and service sales 1:15 - 2:30 p.m.

Super Session: Part One Service Walk-Around Training Greg Schneider, Spader Business Management Brasilia 1 & 4 During this workshop, attendees will learn: • The four reasons for doing a service walk-around • The “how-tos” of a proper walkaround • The seven tools of a walk-around

2:45 - 4:00 p.m.

Super Session: Part Two Service: Know Your True Cost of Doing Business Greg Schneider, Spader Business Management Brasilia 1 & 4 During this workshop, attendees will learn: • How Collect-able™ Efficiency and productivity are different, and how to manage them • Your true cost of doing business and the proper way to set labor rates • How to create a budget for service department profitability 4:15 - 5:30 p.m.

Stand on Your Strengths to Succeed Fran Van Pelt, Spader Business Management Betty Mills, Marzahn & King Consulting, Inc. Brasilia 3 During this workshop, attendees will learn: • How to understand their “Myers Briggs” personality type • How their personal preferences affect personality type • How to communicate more effectively by understanding how others perceive them

Friday, October 7 7:45 - 10:45 a.m.

Super Session: Open Lot Insurance Musts to Stay in Business Michael Neal, Georgina Roy, Reed Brothers Insurance Group, Div. of Brown & Brown Ins. Brasilia 1 During this workshop, attendees will learn: • Why you should have a limit or cap on the deductibles of your RV open lot policy • How to understand the co-insurance element of your property policy • The necessity of having a business income policy

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

27

RENTAL SCHEDULE OF EVENTS

Wednesday, October 5 8:00 - 9:30 a.m.

Breakfast/General Session Garrison Wynn, Wynn Solutions Brasilia 2 & 6 (See page 16) 9:45 - 11:00 a.m.

Influence in Action: How to Consistently Hold People Accountable Garrison Wynn, Wynn Solutions Brasilia 1 & 4 During this workshop, attendees will learn: • How to create a culture of accountability • How to turn low-level performing employees into top performers • The value every employee brings to an organization

28

9:45 - 11:00 a.m.

Integrating Social Media Effectively Sheril Vergara, RH Power & Associates Lambada During this workshop, attendees will learn: • How to reach RV social media prospects and build relationships with them • How to incorporate a social media strategy into your current marketing program • How to manage your social accounts effectively

4:15 - 5:30 p.m.

Special Session: Does 1+ 1 Still Equal 2? The RV Industry in 2012 and Beyond Serena Tse, GE Capital, Americas Scott Cohen, GE Capital, Americas Brasilia 1 & 4 During this workshop, attendees will learn: • The economic indicators that affect the RV industry • Important industry trends • The economists’ views on how it will all shake out

2:45 - 4:00 p.m.

Advanced Rental Topics: Lot Operations Martin Onken, Expedition Motorhomes, Inc. Donn Kaebisch, RV Rental Outlet Tom Zeilstra, Pierce RV Supercenter Brasilia 7 During this workshop, attendees will learn: • Pre-rental preparations that will ensure customer satisfaction • How to clean and repair rental units, complete check-ins, and handle service calls • The employee-customer dynamics at a rental lot

8:00 - 9:30 a.m.

Breakfast/General Session CDR Kirk Lippold (Ret.) Brasilia 2 & 6 (See page 17)

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Thursday, October 6

9:45 - 11:00 a.m.

Future Fuel Prices – What You Need to Know Tom Walworth, Statistical Surveys, Inc., Bill Redmond, Bucars RV Centre, John McCluskey, Florida Outdoors RV Center, John Felmy, American Petroleum Institute Brasilia 1 & 4 During this workshop, attendees will learn: • The impact of future fuel prices on consumers and RV dealers • How to gain a different perspective on the effects of fuel pricing • How to positively address fuel price issues with your employees and customers 9:45 - 11:00 a.m.

People Skills: Stabilize Your Workforce Roger Preble, People Skills in a Box Brasilia 3 During this workshop, attendees will learn: • Communication and phone skills that provide an advantage • How to overcome hidden barriers and gain others’ trust • Why people ultimately choose to do business with you

1:15 - 2:30 p.m.

How to Run a Successful Rental Department Randall Jeremiah, Adventure on Earth Brasilia 7 During this workshop, attendees will learn: • How to integrate sales and rental fleets and the best rental units to start with • How to increase service and body shop profitability with rentals • The ins and outs of rental unit cleaning and maintenance 2:45 - 4:00 p.m.

Advanced Rental Topics: Office Operations Martin Onken, Expedition Motorhomes, Inc. Barry Raye, 84 RV Rentals & Service Brad Bacon, PleasureLand RV Center, Inc. Brasilia 7 During this workshop, attendees will learn: • Specific business operations within the rental office • Effective communication with customers and employees to ensure smooth operations • Pricing and profit options and issues in the rental office

4:15 - 5:30 p.m.

Getting the Most from Go RVing Leads Chad Strohl, The Richards Group Phil Ingrassia, RVDA Brasilia 5 During this workshop, attendees will learn: • Features of the Go RVing Leadsplus program • How to efficiently download Go RVing leads • How to use the Go RVing promotional toolbox

Friday, October 7 7:45 - 10:45 a.m.

Super Session: Open Lot Insurance Musts to Stay in Business Michael Neal, Georgina Roy, Reed Brothers Insurance Group, Div. of Brown & Brown Ins. Brasilia 1 During this workshop, attendees will learn: • Why you should have a limit or cap on the deductibles of your RV open lot policy • How to understand the co-insurance element of your property policy • The necessity of having a business income policy

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

29

MONDAY

2011 EDUCATION MATRIX 8:00 - 11:30 a.m.

RVDA Board of Directors Meeting BRASILIA 1

12:00 - 3:15 p.m.

RVDA of America Board of Delegates Lunch & Meeting BRASILIA 7

12:00 - 5:00 p.m.

RVDA of Canada Board of Directors Lunch & Meeting TANGO

3:30 - 6:15 p.m.

Partners in Progress Brand Committee Meetings:

8:00 a.m. - 4:30 p.m.

11:00 a.m. 12:15 p.m.

12:30 7:45 p.m.

WEDNESDAY, OCT. 5 THURSDAY, OCT. 6

9:30 - 10:45 a.m. Keyst

Communicating with Video Technology – Your Competitive Advantage Walt Burns, EasyCare RV BRASILIA 1

Commercial

5 Easy Steps to Boosting Your Online Presence Tracy Roche, Auction123.com CONGA

Easy as RV123 - Leverage the Power of RV Classified Sites to Grow Your Dealership’s Sales Carl Sconnely, Systems 2000, Inc. BRASILIA 4

Social Media: Why Some Deale Results and Others Don’t! Ron Wheeler Advertising, Inc. TANG

All Things eBay Robert Basha, Auction 123 & Clayton Stanfield, eBay Motors BRASILIA 7

Dealership Software that Grows Profits in Every Department Carl Sconnely, Systems 2000, Inc. BRASILIA 4

Rescue Your Marketing Dollars Integration Ron Wheeler, Whee Advertising, Inc. TANGO

Partners in Progress Brand Committee Meetings:

12:30 - 1:45 p.m. Monaco/HolidayRambler/R-Vision BRASILIA 5 12:30 - 1:45 p.m. Crossroads BRASILIA 4

2:00 - 3:15 p.m. PrimeTime BRASILIA

Expo Open with Reception from 4:00 - 6:00 p.m. RIO PAVILION EXPO HALL

6:00 - 7:30 p.m.

RVDA of Canada Reception BRASILIA 1 (open to all Canadians)

8:00 - 9:30 a.m.

BREAKFAST/GENERAL SESSION WITH GARRISON WYNN The Real Truth About Success: What the Top One Percent Do

9:45 11:00 a.m.

DEALER/GENERAL MANAGER

SALES & SA

Influence in Action: How to Consistently Hold People Accountable Garrison Wynn BRASILIA 1 & 4

Integrating Soc Sheril Vergara L

11:15 a.m. - 12:30 p.m. RVDA of America Annual Meeting for All Attendees BRASILIA 2 & 6 12:30 - 4:15 p.m.

2:45 4:00 p.m.

also

RVDA of Canada Annual Meeting BRASILIA 7

Expo Open (Lunch available 12:30 - 1:30 pm) RIO PAVILION EXPO HALL Industry Panel on Federal Regulatory Compliance Stephan King, Ken Rishel, Carolyn Sprogis & Brett Richardson BRASILIA 1 & 4

Canadian Customs Compliance Session David Bosse BRASILIA 5

Managing & Se Tom King BRA

4:15 - 5:30 p.m.

SPECIAL SESSION Does 1 + 1 Still Equal 2? The RV Industry in 2012 and Beyond GE Capital industry research analysts Serena Tse & S

6:30 - 10:00 p.m.

Celebrate Excellence: An All-Industry Gala (separate ticketed event) BRASILIA 2 & 6

8:00 - 9:30 a.m.

BREAKFAST/GENERAL SESSION WITH KIRK LIPPOLD Managing Risk in an Era of Uncertainty BRASILIA 2 & 6

9:45 11:00 a.m.

10:00 a.m. - 1:15 p.m.

1:15 2:30 p.m.

2:45 4:00 p.m.

4:15 5:30 p.m.

FRIDAY

8:00 - 9:15 a.m. Dutchmen/Coleman BRASILIA 5

1:00 - 6:00 p.m.

E D U C ATI O N TR A C K S:

30

Proprietary Workshops

TUESDAY, OCT. 4

9:30 10:45 a.m.

5:00 - 6:15 p.m. Heartland BRASILIA

Service Writer/Advisor Certification Preparation Training Workshop (separate fee) BRASILIA 3

8:00 a.m. - 12:15 p.m. Partners in Progress Brand Committee Meetings: 8:00 a.m. - 9:15 a.m.

3:30 - 4:45 p.m. Jayco BRASILIA 5

Future Fuel Prices – What You Need to Know Tom Walworth, John Felmy, John McCluskey & Bill Redmond BRASILIA 1 & 4

People Skills: St BRASILIA 3

Expo Open (Lunch available 12:00 - 1:00 p.m.) RIO PAVILION EXPO HALL

SUPER SESSION S.W.I.T.C.H. On Your Sales Success Chip Eichelberger BRASILIA 2 & 6

Four Pillars of the Dealership Business Chuck Marzahn BRASILIA 1 & 4

5:45 - 6:45 p.m.

Women Leaders in the RV Industry Happy Hour All attendees welcome Location TBD onsite (cash bar)

7:15 - 7:45 a.m.

Early Bird Coffee REGISTRATION DESK AREA

7:45 - 10:45 a.m.

SUPER SESSION Open Lot Insurance Musts to Stay in Business Michael Neal & Georgina Roy BRASILIA 1

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Proven Top Secr Joni Stuker BRA

A Day on the Au BRASILIA 3

Getting the Mo Chad Strohl & P

A5

tone BRASILIA 5

11:00 a.m. - 12:15 p.m. Winnebago/Itsasca/Era BRASILIA 5

Lending Solutions for RV Dealers: Floor Planning, Real Estate Loans, Lines of Credit, Insurance and Remarketing Bill Thompson, Ally Financial LAMBADA

ers See Wheeler, GO

Through eler

A5

The All New Hayes G2 Brake Boss Brake Controller George Cargo, Hayes Brake Controller Company BRASILIA 1

Recession-Proof Your Business Raymond Padgett, Keystone Automotive Operations, Inc. LAMBADA

Composite Construction Materials & the Evergreen RV Story Doug Lantz & Kevin Slater, EverGreen Recreational Vehicles, LLC BRASILIA 7

What Coach-Net Can Do for You Kim Gregory, Coach-Net|NMC BRASILIA 1

Maximize Your Customer Relationships Using CRM Sean Raynor, IDS - Integrated Dealer Systems LAMBADA

Reinsurance 101; Find the Untapped Potential of a Dealer’s F&I Department Rick Roesel, NCompass Recreational Products CONGA

3:30 - 4:45 p.m. KZ BRASILIA 5

5:00 - 6:15 p.m. Forest River BRASILIA 5

6:30 - 7:45 p.m. Thor Motor Coach BRASILIA 5

Differently and Why They Won’t Tell You BRASILIA 2 & 6

ALES MANAGEMENT

cial Media Effectively LAMBADA

EMPLOYEE MGT & DEVELOPMENT SUPER SESSION Five Rules of Engagement for Service Customers Don Reed BRASILIA 3

RV Service Employee Improvement Jim Carr BRASILIA 5

RENTAL Influence in Action Garrison Wynn BRASILIA 1 & 4

Integrating Social Media Effectively Sheril Vergara LAMBADA

How Good Is Your Tech Training Program?

Terry Cooper LAMBADA

Advanced Rental Topics: Lot Operations Martin Onken, Tom Zeilstra & Donn Kaebisch BRASILIA 7

tabilize Your Workforce Roger Preble

The Way to Sell to the Post Recession RV Service Customer Jeff Cowan BRASILIA 5

Future Fuel Prices Walworth, Felmy, McCluskey & Redmond BRASILIA 1 & 4

rets to Driving More Business ASILIA 3

SUPER SESSION Part One: Service Walk-Around Training Greg Schneider BRASILIA 1 & 4

How to Run a Successful Rental Department Randall Jeremiah BRASILIA 7

uction Block Kevin Cooper

SUPER SESSION Part Two: Service – Know Your True Cost Greg Schneider BRASILIA 1 & 4

Advanced Rental Topics: Office Operations Martin Onken, Barry Raye & Brad Bacon BRASILIA 7

Stand on Your Strengths to Succeed Betty Mills & Fran Van Pelt BRASILIA 3

Getting the Most from Your Go RVing Leads Chad Strohl & Phil Ingrassia BRASILIA 5

elling to Internet Leads ASILIA 3

Scott Cohen BRASILIA 1 & 4

ost from Your Go RVing Leads Phil Ingrassia BRASILIA 5

People Skills: Stabilize Your Workforce Roger Preble BRASILIA 3

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

31

Workshop Floor Plan

Workshops Exhibit Halls Registration

32

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Expo Information Thanks to Our First Virtual Exhibitors

Expo Door Prizes

RVDA extends its heartfelt thanks to Bank of the West, Blue Ox, MBA Insurance, Protective, Roadtrek, TRA Certification, and the RV Learning Center, who participated in the association’s first Virtual Expo last March. These companies took a chance on the virtual venue, even though it was a first for most of them.

Please stop by their booths and thank them for being loyal and supportive partners to RVDA.

Eight exhibitors have donated door prizes to be raffled off to dealer attendees. Deposit your door prize coupon in the specially marked drum located at the registration desk. Listen for your name to be announced – you must be present to win.

Expo Information and Hall Hours More than 110 RV manufacturers, suppliers, distributors, finance, insurance, and other industry support companies are here to meet and do business with RV dealers. They’ll help you ReVolutionize your business.

Use the exhibitor list on the following pages to plan your visits to the expo.

Tues., Oct. 4, 1:00 - 6:00 p.m.

Expo open; reception begins at 4:00 p.m.

Wed., Oct. 5, 12:30 - 4:15 p.m.

Expo open; walk-up lunch stations 12:30 - 1:30 p.m.

A World of Training, booth 305: Ipad 2 Sentry Insurance, booth 106: Sentry Golf Putter Statistical Surveys, Inc., booth 206: Dealer Analysis Report (DAR) oneyear subscription Certified EarthFriendly Technologies, Corp. booth 712: Mouse Free – do it yourself one gallon kit

NCompass Recreational Products, booth 109: Minolta flip video camera Open Range RV Company, booth 408: 19” LCD TV NTP Distribution, booth 319-418: Kipor generator RV Trader, booth 513-612: HD flip video camera

Thur., Oct. 7, 10:00 a.m. - 1:15 p.m.

Expo open; walk-up lunch stations 12:00 - 1:00 p.m.

Hotel Door Prizes Networking Reception in the Expo One of the most popular events at the convention is the annual reception in the Expo Hall. Complimentary hors d’oeuvres and beverages will be available while you talk with exhibitors and browse the products and services on display. The reception is scheduled earlier this year to give you more time for dinner, shows, shopping, and fun in the casinos.

Tue., Oct. 4, 4:00 - 6:00 p.m.

Lunch in the Expo Let RVDA take you to lunch – at the Expo! Enjoy great food while networking with new acquaintances and old colleagues. Visit booths before, during, and after you dine.

Wed., Oct. 5, 12:30 - 1:30 p.m.

Thur., Oct. 6, 12:00 - 1:00 p.m.

Once again, attendees staying at the Rio AllSuite Hotel & Casino have the chance to win one of three fabulous prizes, based on which coupon they registered with.

May 31 coupon Show tickets/restaurant coupon (two chances to win): a set of two tickets to any Caesars Entertainment show (excluding shows at Caesars Palace Coliseum) and a $100 restaurant coupon (restrictions apply).

August 6 coupon Golf package: a round of golf for four players at the Rio Secco golf course or, for non-golfers, two spa services.

September 3 coupon A Vegas weekend getaway: a two-night/ three-day stay at any Caesars Entertainment hotel, with limo service to and from McCarran Airport.

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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Alphabetical list of Exhibitors Interstate National A World of Training . . . . . . . . . . . . . . . 305 ADESA Specialty Auctions . . . . . . . . . . 426 ADP Lightspeed . . . . . . . . . . . . . . . . . 441 Adventure On Earth . . . . . . . . . . . . . . 104 Airstream, Inc. . . . . . . . . . . . . . . . . . V-6/B AIRXCEL - RV Group . . . . . . . . . . . . . . 706 Ally Financial . . . . . . . . . . . . . . . . . . . 411 America's RV and Marine Auction . . . . 307 Aqua-Hot Heating Systems, Inc.. . . . . . 209 Atwood Mobile Products, LLC . . . . . . . 428 Auction123.com . . . . . . . . . . . . . . . . . 429 Bank of the West . . . . . . . . . 410-412-414 Bitimec SPEEDY WASH, Inc. . . . . . 518-520 Blue Ox. . . . . . . . . . . . . . . . . . . . . . . . 423 Blue Water Finance . . . . . . . . . . . . . . . 421 Brasher's Northwest RV, Marine & PowerSports Auction . . . . . . . . 503-602 Carefree of Colorado. . . . . . . . . . . . . . 215 Carriage, Inc. . . . . . . . . . . . . . . . . . . . . V-9 Certified Earth Friendly Technologies Corp. . . . . . . . . . . . . . . . 712 Coach-Net|NMC . . . . . . . . . . . . . 101-200 Coast Distribution System . . . . . . . . . . . . . 606-607-608-609 Cole International . . . . . . . . . . . . . . . . 425 CornerStone United, Inc. . . . . . . . . . . . 714 CrossRoads RV. . . . . . . . . . . . V-16 & V-18 Cruiser RV, LLC . . . . . . . . . . . . . . . . . . V-7 Cummins Onan Generators . . . . . . . . . 110 Dealer Financial Services Group. . . . . . 311 DealerVu Corporation . . . . . . . . . . . . . 711 Diversified Insurance Management, Inc. . . . . . . . . . . . . 407-409 Dometic, LLC . . . . . . . . . . . . . . . . 433-435 DRV Luxury Suites, LLC . . . . . . . . . . . . V-1 Duncan Systems, Inc.. . . . . . . . . . . . . . 515 Dura Faucet . . . . . . . . . . . . . . . . . . . . 113 Dutchmen Manufacturing, Inc. . . . . . . . V-6 EasyCare RV . . . . . . . . . . . . . . . . . . . . 444 El Monte RV . . . . . . . . . . . . . . . . . . V-11/B EverGreen Recreational Vehicles, LLC . . V-8 Freightliner Custom Chassis Corp. . . . . 523 GE Capital . . . . . . . . . . . . . . 400-402-404 GEICO Powersports. . . . . . . . . . . . . . . 709 Girard Systems . . . . . . . . . . . . . . . . . . 212 Harris Battery Company, Inc. . . . . . . . . 442 Hayes Brake Controller Company . . . . 450 Heartland Recreational Vehicles, LLC . . V-15 I.C.E., Inc. . . . . . . . . . . . . . . . . . . . . . . 534 IDS - Integrated Dealer Systems . . 432-434 34

Dealer Services . . . . . . . . . . . . . . 313-315 Iota Engineering, LLC. . . . . . . . . . . . . . 443 Kampgrounds of America . . . . . . . . . . 208 Keystone Automotive Operations, Inc. . . . . . . . . . . . . . . 339-438 Keystone RV Company . . . . . . . . . . . . V-14 KZ RV L.P. . . . . . . . . . . . . . . . . . . . . . . V-5 Lance Camper Manufacturing Corporation . . . . . 519-521 Leisure Travel Vans/Triple E RV. . . . . . V-10 Lippert Components, Inc. . . . . . . . 512-514 Livin' Lite Recreational Vehicles, Inc.. . V-11 Manheim Specialty Auctions . . . . . . . . 213 Marine One Acceptance Corp. . . . . . . . 427 Marzahn & King Consulting, Inc. . . . . . 201 MaxxForce . . . . . . . . . . . . . . . . . . 103-202 MBA Insurance, Inc. . . . . . . . . . . . 413-415 Medallion Bank. . . . . . . . . . . . . . . . . . 708 Merrick Bank . . . . . . . . . . . . . . . . . . . 448 MOR/ryde International. . . . . . . . . . . . 312 MVP RV. . . . . . . . . . . . . . . . . . . . . . . V-12 NADA Appraisal Guides & NADAguides.com . . . . . . . . . . . . . . . . 601 NCompass Recreational Products . . . . 109 Newmar Corporation . . . . . . . . . . . . . 214 NTP Distribution . . . . . . . . . . . . . 319-418 Open Range RV Company . . . . . . . . . . 408 Outdoors RV Manufacturing. . . . . . . . V-13 Pacific Coachworks, Inc. . . . . . . . . . . . 314 Parallax Power Supply - A Division of Connecticut Electric, Inc. . . . . . 439-538 Peartree Dealer Management . . . . . . . 702 Pettes & Hesser, Ltd. . . . . . . . . . . . . . . 510 Phoenix American Warranty Company, Inc. . . . . . . . . . . . 424 Pleasure Way Industries . . . . . . . . . . . . V-4 Prime Time Manufacturing. . . . . . . . . . 705 Priority One Financial Services, Inc. . . . 430 Progress Mfg., Inc. . . . . . . . . . . . . . . . 451 Protective . . . . . . . . . . . . . . . 401-403-405 Quadra Bigfoot Levelers/ Quadra Manufacturing, Inc.. . . . . . . . . 447 R. L. Polk & Co.. . . . . . . . . . . . . . . . . . 107 Reed Brothers Insurance Group, Div. of Brown & Brown Ins. . . . . . . . . . 406 Reese Hitches . . . . . . . . . . . . . . . . . . . 440 Roadtrek Motorhomes, Inc. . . . . . . . . . V-3 Robert Weed Plywood Corporation . . . 508 RV 123 . . . . . . . . . . . . . . . . . . . . . . . . 108 RV America Insurance Mktg., Inc.. . . . . . . . . . . . . . . . . . 301-303

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

RV PRO Magazine. . . . . . . . . . . . . . . . 700 RV Trader. . . . . . . . . . . . . . . . . . . 513-612 RV Web Services . . . . . . . . . . . . . . . . . 613 RVDA . . . . . . . . . . . . . . . . . . . . . 501-600 RVMaster By Exuma Technologies, Inc. . . . . . . . . . . . . . . . . 445 RVMAX Training Solutions . . . . . . . . . . 707 Safe Harbor Resource Group . . . . . . . . 502 Sentry Insurance . . . . . . . . . . . . . . . . . 106 Skyline Corporation . . . . . . . . . . . . . . . V-2 Sobel & Associates, Inc.. . . . . . . . . . . . 419 Spader Business Management. . . . . . . 207 Spartan Chassis, Inc. . . . . . . . . . . . . . . 500 Stag-Parkway . . . . . . . . . . . . . . . . . . . 309 Statistical Surveys, Inc. . . . . . . . . . . . . 206 Systems 2000, Inc.. . . . . . . . . . . . 300-302 Tiffin Motor Homes, Inc. . . . . . . . . . . . 614 TriMark Service & Replacement Parts. . 446 U.S. Bank Recreation Finance . . . . . . . 203 United States Warranty Corporation . . 431

Keystone RV Company . . . . . . . . . . . . V-14 KZ RV L.P. . . . . . . . . . . . . . . . . . . . . . . V-5 Lance Camper Manufacturing Corporation . . . . . . . . . . . . . . . . . 519-521 Leisure Travel Vans/Triple E RV. . . . . . V-10 Livin' Lite Recreational Vehicles, Inc.. . V-11 MVP RV. . . . . . . . . . . . . . . . . . . . . . . V-12 Outdoors RV Manufacturing. . . . . . . . V-13 Pacific Coachworks, Inc. . . . . . . . . . V-12/B 2011 RV Manufacturers Pleasure Way Industries . . . . . . . . . . . . V-4 Displaying Vehicles Airstream, Inc. . . . . . . . . . . . . . . . . . V-6/B Roadtrek Motorhomes, Inc. . . . . . . . . . V-3 Carriage, Inc. . . . . . . . . . . . . . . . . . . . . V-9 Skyline Corporation . . . . . . . . . . . . . . . V-2 CrossRoads RV. . . . . . . . . . . . V-16 & V-18 Cruiser RV, LLC . . . . . . . . . . . . . . . . . . V-7 2011 New Exhibitors DRV Luxury Suites, LLC . . . . . . . . . . . . V-1 Bitimec SPEEDY WASH, Inc. . . . . . 518-520 Dutchmen Manufacturing, Inc. . . . . . . . V-6 Blue Water Finance . . . . . . . . . . . . . . . 421 El Monte . . . . . . . . . . . . . . . . . . . . V-11/B Certified Earth Friendly Technologies Corp. . . . . . . . . . . . . . . . 712 EverGreen Recreational Vehicles, LLC . . . . . . . . . . . . . . . . . . . . V-8 Cole International . . . . . . . . . . . . . . . . 425 Heartland Recreational Cruiser RV, LLC . . . . . . . . . . . . . . . . . . V-7 Vehicles, LLC . . . . . . . . . . . . . V-15 & V-17 Dealer Financial Services Group. . . . . . 311 UVS Junction, LLC . . . . . . . . . . . . 420-422 Valley Towing Products . . . . . . . . . . . . 615 Velvac, Inc. . . . . . . . . . . . . . . . . . . . . . 504 Wheeler Advertising, Inc.. . . . . . . . . . . 506 Williams and Stazzone Insurance Agency, Inc.. . . . . . . . . . . . . 449 Zamp Solar, LLC . . . . . . . . . . . . . . . . . 603

DRV Luxury Suites, LLC . . . . . . . . . . . . V-1 Dura Faucet . . . . . . . . . . . . . . . . . . . . 113 Harris Battery Company, Inc. . . . . . . . . 442 Leisure Travel Vans/Triple E RV. . . . . . V-10 Lippert Components, Inc. . . . . . . . 512-514 MVP RV. . . . . . . . . . . . . . . . . . . . . . . V-12 MaxxForce . . . . . . . . . . . . . . . . . . 103-202 Outdoors RV Manufacturing. . . . . . . . V-13 Pacific Coachworks, Inc. . . . . . . . . . . . 314 Quadra Bigfoot Levelers/ Quadra Manufacturing, Inc.. . . . . . . . . 447 RV-123 . . . . . . . . . . . . . . . . . . . . . . . . 108 Safe Harbor Resource Group . . . . . . . . 502 Spartan Chassis, Inc. . . . . . . . . . . . . . . 500 Tiffin Motor Homes, Inc. . . . . . . . . . . . 614 TriMark Service & Replacement Parts . . . . . . . . . . . . . . . 446 Williams and Stazzone Insurance Agency, Inc.. . . . . . . . . . . . . 449 Zamp Solar, LLC . . . . . . . . . . . . . . . . . 603

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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Exhibitor List A World of Training. . . . . . . . . . . . 305 4523 River Close Blvd Valrico, FL 33596 P: (866) 238-9796 F: (813) 354-2677 www.aworldoftraining.com

Atwood Mobile Products, LLC . . 428 1120 N Main St Elkhart, IN 46514 P: (574) 262-2655 F: (574) 264-2131 www.atwoodmobile.com

ADESA Specialty Auctions . . . . . 426 11600 Fruehauf Drive Charlotte, NC 28273 P: (704) 405-5730 F: (704) 504-5682 www.adesa.com Products or services: RV auctions located across the United States with online and in-lane auction services, and featuring repossessions from all major lenders.

Auction123.com . . . . . . . . . . . . . . . 429 2873 Executive Park Dr Weston, FL 33331-3528 P: (888) 514-0123 F: (954) 514-0114 www.auction123.com/RVDA Products or services: Auction123 provides a complete inventory management and online marketing solution with one-click access to listing inventory on eBay, Craigslist, and Facebook.

Auction123’s newest release incorporates a comprehensive website platform with the existing inventory solutions, allowing dealers to easily and affordably consolidate all online marketing efforts in one centralized location.

ADP Lightspeed. . . . . . . . . . . . . . . 441 5184 Wiley Post Way Salt Lake City, UT 84116 P: (800) 521-0309 F: (801) 907-7220 www.adplightspeed.com Adventure On Earth . . . . . . . . . . . 104 11954 NE Glison St #320 Portland, OR 97220 P: (503) 267-2690 F: (503) 210-7214 www.adventureonearth.com AIRXCEL - RV Group . . . . . . . . . 706 PO Box 4020 Wichita, KS 67204 P: (316) 832-3482 F: (316) 832-3492 www.rvcomfort.com COPPER SPONSOR Ally Financial . . . . . . . . . . . . . . . . . 411 3200 Park Center Drive Ste 400 Costa Mesa, CA 92626 P: (800) 700-8467 F: (714) 327-1101 www.ally.com America’s RV and Marine Auction . . . . . . . . . . . . . . . 307 2415 Hwy 101 S Greer, SC 29651 P: (864) 801-1199 Ext. 440 F: (864) 801-1084 www.americasautoauction.com/ greenville Aqua-Hot Heating Systems, Inc. . 209 15549 E Hwy 52 Ft. Lupton, CO 80621 P: (303) 659-8221 F: (303) 857-9000 www.aqua-hot.com

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Brasher’s Northwest RV, Marine & PowerSports Auction . . . . 503-602 90485 Auction Way Eugene, OR 97402 P: (541) 689-3901 F: (541) 689-6049 www.brashersnorthwest.com Carefree of Colorado . . . . . . . . . . . 215 2145 W 6th Ave Broomfield, CO 80020-7114 P: (303) 469-3324 F: (303) 469-4742 www.carefreeofcolorado.com Carriage, Inc. . . . . . . . . . . . . . . . . . V-9 230 Wabash Ave Millersburg, IN 46543-0246 P: (574) 642-3622 F: (574) 642-3319 www.carriageinc.com Products or services: CaboFW, CameoFW, Carri-LiteFW, Royals IntenationalFW

SILVER SPONSOR Bank of the West . . . . . . 410-412-414 2527 Camino Ramon NC B07 3 AD San Ramon, CA 94583 P: (800) 843-2327 F: (402) 918-7134 www.bankofthewest.com

Certified Earth Friendly Technologies Corp. . . . . . . . . . . . . 712 11965 Hurontairo Street Brampton, ON L6Z OE7 Canada P: (877) 902-2730 F: (877) 275-5994 www.mouse-free.com

Bitimec SPEEDY WASH, Inc. . . . . . . . . . . . . . . 518-520 15 E Putnam Ave Ste 290 Greenwich, CT 06830-5424 P: (203) 637-1900 F: (203) 340-9387 www.bitimec.com Products or services: Bitimec makes the most affordable RV washing systems you can buy. Fast, mobile, reliable self-powered autonomous machines that wash Class A RVs in 68 minutes, indoors or outdoors.

Coach-Net|NMC. . . . . . . . . . 101-200 130 E John Carpenter Frwy Irving, TX 75062 P: (928) 230-6783 F: (469) 524-5011 www.coach-net.com

Blue Ox . . . . . . . . . . . . . . . . . . . . . . 423 One Mill Rd Pender, NE 68047-0677 P: (402) 385-3051 F: (402) 385-3360 www.blueox.us Blue Water Finance . . . . . . . . . . . . 421 5041 New Centre Drive Ste 212 Wilmington, NC 28403 P: (866) 350-2583 F: (877) 283-9986 www.bluewaterfinance.com

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Coast Distribution System . . . . . . . . . . . 606-607-608-609 350 Woodview Ave Morgan Hill, CA 95037 P: (408) 782-6686 F: (408) 782-7790 www.coastdistribution.com Cole International . . . . . . . . . . . . . 425 3033-34 Avenue NE Calgary, AB T1Y 6X2 P: (403) 660-0222 F: (403) 262-7301 www.cole.ca CornerStone United, Inc. . . . . . . . 714 1899 Tate Blvd SE Ste 2110 Hickory, NC 28602 P: (828) 449-1180 F: (828) 449-1171 www.cornerstoneunited.com

Exhibitor List CrossRoads RV and Redwood RV . . . . . . . . . . V-16 & V-18 1115 W Lake Street Topeka, IN 46571 P: (260) 593-3850 F: (260) 593-2088 www.crossroadsrv.com Cruiser RV, LLC . . . . . . . . . . . . . . V-7 7805 North SR 9 Howe, IN 46746 P: (260) 562-3500 F: (260) 562-2210 www.cruiserrv.com Cummins Onan Generators . . . . . 110 1400 73rd Ave NE MN01-2190 Minneapolis, MN 55432 P: (763) 574-5000 F: (763) 528-7242 www.cumminsonan.com Dealer Financial Services Group . . 311 18167 US 19 N Ste 300 Clearwater, FL 33764-6569 P: (727) 324-1362 F: (727) 324-0032 www.dealerfsg.com DealerVu Corporation. . . . . . . . . . 711 2802 Flintrock Trace Ste 207 Austin, TX 78738 P: (512) 661-8839 F: (604) 915-7388 www.dealervu.com COPPER SPONSOR Diversified Insurance Management, Inc. . . . . . . . . . 407-409 400 Chisholm Place Ste 208 Plano, TX 75075 P: (800) 332-4264 F: (972) 423-5200 www.rvbestquote.com Dometic, LLC. . . . . . . . . . . . . 433-435 9100 Shelbyville Rd Ste 120 Louisville, KY 40222 P: (800) 366-3842 F: (574) 294-8628 www.dometic.com/usa Products or services: Manufacturer of RV refrigerators, awnings, air conditioners, sanitation products DRV Luxury Suites, LLC . . . . . . . V-1 0160W 750 N Howe, IN 46746 P: (260) 562-1075 F: (260) 562-1078 www.drvsuites.com

Duncan Systems, Inc. . . . . . . . . . . 515 29391 Old U.S. Hwy 33 Elkhart, IN 46516 P: (574) 294-6852 Ext. 2025 F: (574) 294-5912 www.duncansys.com

GEICO Powersports . . . . . . . . . . . 709 1345 Perimeter Parkway Virginia Beach, VA 23454 P: (757) 222-6344 F: (786) 364-7434 www.geico.com

Dura Faucet . . . . . . . . . . . . . . . . . . 113 19215 SE 34th St Ste 106-382 Camas, WA 98607 P: (360) 833-2586 F: (360) 833-2586 www.durafaucet.com

Girard Systems . . . . . . . . . . . . . . . . 212 1361 Calle Avanzado San Clemente, CA 92673 P: (949) 259-4024 F: (949) 259-4024 www.girardrv.com

Dutchmen Manufacturing, Inc.. . V-6 PO Box 2164 Goshen, IN 46527 P: (574) 537-0600 F: (574) 975-0657 www.dutchmen-rv.com

Harris Battery Company, Inc. . . . 442 10708 Industrial Parkway Bolivar, OH 44612 P: (330) 874-0205 F: (330) 874-9936 www.harrisbattery.com

EasyCare RV . . . . . . . . . . . . . . . . . . 444 6010 Atlantic Blvd Norcross, GA 30071-1303 P: (678) 225-1000 F: (678) 969-7552 www.easycare.com

Hayes Brake Controller Company . . . . . . . . . . . . . . . . . . . . . 450 PO Box 427 Arab, AL 35016-0427 P: (256) 931-7820 F: (256) 586-6078 www.hayesbc.com

El Monte RV . . . . . . . . . . . . . . V-11/B 12818 Firestone Blvd Santa Fe Springs, CA 90670 P: (562) 404-9300 F: (562) 921-8008 www.elmonterv.com EverGreen Recreational Vehicles, LLC . . . . . . . . . . . . . . . . . V-8 10758 CR 2 Middlebury, IN 46540 P: (574) 825-4298 F: (574) 825-4299 www.goevergreenrv.com Freightliner Custom Chassis Corp. . . . . . . . . . . . . . . . . . 523 552 Hyatt St Gaffney, SC 29341 P: (864) 206-8609 F: (864) 206-8120 www.freightlinerchassis.com GOLD SPONSOR GE Capital . . . . . . . . . . . 400-402-404 5309 Longboat Blvd E Tampa, FL 33615 P: (813) 814-9623 F: (813) 441-8928 www.gecdf.com

Heartland Recreational Vehicles, LLC . . . . . . . . . V-15 & V-17 1001 All-Pro Dr Elkhart, IN 46514 P: (574) 262-5992 F: (574) 262-5993 www.heartlandrvs.com I.C.E., Inc. . . . . . . . . . . . . . . . . . . . 534 68 Route 125 Kingston, NH 03848 P: (603) 347-3005 F: (603) 642-9291 www.icesigns.com IDS - Integrated Dealer Systems . . . . . . . . . . . . . . . . . . 432-434 12339 -107 Wake Union Church Rd Wake Forest, NC 27587 P: (800) 769-7425 F: (919) 790-0682 www.ids-astra.com Interstate National Dealer Services . . . . . . . . . . . . 313-315 6120 Powers Ferry Rd NW Ste 200 Atlanta, GA 30339 P: (678) 894-3500 F: (770) 952-9248 www.inds.com

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Exhibitor List Iota Engineering, LLC.. . . . . . . . . 443 PO Box 11846 Tucson, AZ 85734 P: (520) 294-3292 F: (520) 741-2837 www.iotaengineering.com

Livin’ Lite Recreational Vehicles, Inc.. . . . . . . . . . . . . . . . . V-11 1025 E Waterford Wakarusa, IN 46573 P: (574) 862-2228 F: (574) 862-2202

Kampgrounds of America . . . . . . . 208 PO Box 30558 Billings, MT 59114-0558 P: (406) 248-7444 F: (406) 248-7414 www.koa.com

Manheim Specialty Auctions . . . . 213 6205 Peachtree Dunwoody Rd Atlanta, GA 30328 P: (678) 645-2615 F: (678) 645-3328 www.manheimspecialtyauctions.com

Keystone Automotive Operations, Inc. . . . . . . . . . . . 339-438 44 Tunkhannock Ave Exter, PA 18643 P: (570) 655-4514 www.keystoneautomotive.com

Marine One Acceptance Corp. . . 427 5000 Quorum Dr Ste 200 Dallas, TX 75254 P: (214) 965-5000 F: (800) 379-2837 www.marineone.com

Keystone RV Company . . . . . . . . V-14 PO Box 2000 Goshen, IN 46527-2000 P: (574) 535-2100 F: (574) 535-2199 www.keystonerv.com

Marzahn & King Consulting, Inc. . 201 2301 Kenstock Dr Ste 201 Virginia Beach, VA 23454 P: (757) 227-6646 F: (757) 392-1703 www.marzahnandking.com

KZ RV L.P. . . . . . . . . . . . . . . . . . . . V-5 0985 N 900 West Shipshewana, IN 46565-9139 P: (260) 768-4016 F: (260) 768-4017 www.kz-rv.com

MaxxForce . . . . . . . . . . . . . . . . 103-202 10400 W North Ave Melrose Park, IL 60160 P: (708) 865-4153 www.navistar.com

Lance Camper Manufacturing Corporation. . . . . . . . . . . . . . . 519-521 43120 Venture St Lancaster, CA 93535 P: (661) 949-3322 F: (661) 723-5318 www.lancecamper.com Leisure Travel Vans/ Triple E RV . . . . . . . . . . . . . . . . . V-10 PO Box 1230 Winkler, MB R6W 4C4 P: (204) 325-4361 F: (204) 325-5241 www.tripleerv.com Lippert Components, Inc. . . 512-514 2703 College Avenue Goshen, IN 46528 P: (574) 312-6003 F: (574) 312-6003 www.lippertcomponents.com

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COPPER SPONSOR MBA Insurance, Inc. . . . . . . . 413-415 8383 E Evans Rd Scottsdale, AZ 85260 P: (800) 622-2201 F: (480) 946-0288 www.MBAinsurance.net Medallion Bank . . . . . . . . . . . . . . . 708 1100 E 6600 South Ste 510 Salt Lake City, UT 84121 P: (801) 747-7176 F: (801) 284-7077 www.medallionbank.com Products or services: Medallion Bank specializes in financing for customers with past credit problems, including bankruptcy. We offer competitive rates and pay up to 3 percent dealer incentive. We finance new and used collateral up to 15 years old. Stop by booth 708 to learn how Medallion Bank can help your dealership increase sales through non-prime finance.

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Merrick Bank . . . . . . . . . . . . . . . . . 448 10705 South Jordan Gateway Ste 200 South Jordan, UT 84095 P: (888) 545-3888 F: (801) 545-6123 www.merrickbank.com Products or services: retail financing MOR/ryde International . . . . . . . 312 1966 Moyer Ave Elkhart, IN 46515 P: (574) 293-1581 F: (574) 294-4936 www.morryde.com MVP RV . . . . . . . . . . . . . . . . . . . . V-12 5300 Via Ricardo Riverside, CA 92509 P: (951) 848-4288 F: (951) 963-1296 www.mvprv.com NADA Appraisal Guides & NADAguides.com . . . . . . . . . . . . . 601 3186 K Airway Avenue Costa Mesa, CA 92628 P: (714) 556-8511 F: (714) 556-8715 www.nadaguides.com NCompass Recreational Products. . 109 9694 Cincinnati - Columbus Road Cincinnati, OH 45241 P: (513) 515-5379 F: (513) 779-8720 www.pdsadm.com Products or services: extended service contracts and GAP for motorhomes, tent trailers, and pop-ups; finance training; AFIP proctor; reinsurance specialist Newmar Corporation. . . . . . . . . . . 214 PO Box 30 Nappanee, IN 46550-0030 P: (574) 773-7791 F: (574) 773-2381 www.newmarcorp.com NTP Distribution . . . . . . . . . 319-418 27150 SW Kinsman Rd Wilsonville, OR 97070-8246 P: (503) 570- 5402 F: (503) 570-5403 www.ntpdistribution.com COPPER SPONSOR Open Range RV Company . . . . . . 408 3195 N State Rd 5 Shipshewana, IN 46565 P: (260) 768-7771 F: (260) 768-7077 www.openrangerv.com

Exhibitor List Outdoors RV Manufacturing. . . V-13 62582 Pierce Road La Grande, OR 97850 P: (541) 624-5500 www.outdoorsrvmfg.com Pacific Coachworks, Inc. . . . . V-12/B 549 Rivera St Riverside, CA 92501 P: (951) 686-7294 F: (951) 686-2133 www.pacificcoachworks.com

Priority One Financial Services, Inc.. . . . . . . . . . . . . . . . . . 430 742 Second Ave South Saint Petersburg, FL 33701 P: (800) 747-6223 F: (727) 822-0500 www.p1fs.com Products or services: Priority One, the nation’s leading full-service retail F&I outsource company, has been serving RV dealers since 1987, providing multiple lenders and specialized F&I packages for dealers’ customers.

Reese Hitches . . . . . . . . . . . . . . . . . 440 47912 Halyard Drive Ste 100 Plymouth, MI 48170 P: (800) 632-3290 F: (800) 249-3827 www.reeseprod.com Products or services: receiver hitches, RV/trailer brake controls, weight distribution systems Roadtrek Motorhomes, Inc. . . . . . V-3 100 Shirley Ave Kitchener, ON N2B 2E1 P: (519) 745-1169 F: (519) 745-1160 www.roadtrek.com Products or services: 170-Versatile, 190-Populas, 190-Versatile, 190Simplicity, 210-Popular, 210-Versatile, 210-Simplicity, RS-adventurous, SSAgile, SS-Ideal

Parallax Power Supply A Division of Connecticut Electric, Inc. . . . . . . . . . . . . . . 439-538 100 West 11th St Ste 100 Anderson, IN 46016 P: (800) 443-4859 F: (765) 608-5235 www.parallaxpower.com

Progress Mfg., Inc.. . . . . . . . . . . . . 451 533 South 500 West Provo, UT 84601 P: (801) 377-9599 F: (801) 377-6616 www.equalizerhitch.com

Peartree Dealer Management. . . . 702 100 A Lodge St Waterloo, ON N2J 2V6 Canada P: (519) 743-2444 F: (519) 743-3656 www.ptsoft.com

SILVER SPONSOR Protective. . . . . . . . . . . . . 401-403-405 14755 N Outer Hwy 40 Ste 400 Chesterfield, MO 63017 P: (636) 536-5704 F: (636) 536-5740 www.protective.com/ dealerservicesrv.asp?ID=204

Robert Weed Plywood Corporation . . . . . . . . . . . . . . . . . . 508 705 Maple St Bristol, IN 46507-0487 P: (574) 848-4408 F: (574) 848-5679 www.robertweedplywood.com

Pettes & Hesser, Ltd.. . . . . . . . . . . 510 9364 E Raintree Dr Ste 105 Scottsdale, AZ 85260 P: (480) 948-7889 F: (480) 948-7177 www.phltd.com Products or services: vehicle service contracts, GAP, paint sealants, credit insurance, tire and wheel, Road Shield

Quadra Bigfoot Levelers/ Quadra Manufacturing, Inc. . . . . 447 PO Box 536 White Pigeon, MI 49099 P: (269) 483-9633 F: (269) 483-9636 www.quadraleveler.com

RV 123 . . . . . . . . . . . . . . . . . . . . . . . 108 528 S Northlake Blvd Ste 1000 Altamonte Springs, FL 32701 P: (407) 358-2000 F: (407) 358-2010 Products or services: RV classifieds Web service

R. L. Polk & Co.. . . . . . . . . . . . . . . 107 26533 Evergreen Rd Ste 900 Southfield, MI 48076 P: (800) 464-7655 F: (248) 809-4092 www.polk.com Products or services: Polk offers complete solutions to analyze your market and communicate effectively with customers and prospects.

RV America Insurance Mktg., Inc.. . . . . . . . . . . . . . . . 301-303 15 McCoy Place Simi Valley, CA 93065 P: (800) 400-0186 Ext. 279 F: (818) 735-6784 www.RVAinsurance.com

Phoenix American Warranty Company, Inc.. . . . . . . . . . . . . . . . . 424 6303 Blue Lagoon Dr Ste 225 Miami, FL 33126 P: (305) 266-5665 F: (305) 261-4465 www.phoenixamerican.com Pleasure Way Industries . . . . . . . . V-4 302 Portage Ave Saskatoon, SK S7J 4C6 P: (800) 364-0189 F: (306) 934-7228 www.pleasureway.com Prime Time Manufacturing . . . . . 705 55470 Country Road 1 Elkhart, IN 46515 P: (574) 862-3031 F: (574) 862-4739 www.primetimerv.com

COPPER SPONSOR Reed Brothers Insurance Group, Div. of Brown & Brown Ins.. . . . . 406 PO Box 9 Columbia, KY 42728 P: (270) 384-5800 F: (270) 384-5400 www.reedbrothersinsurance.com

RV PRO Magazine . . . . . . . . . . . . 700 2800 W Midway Blvd Broomfield, CO 80020 P: (303) 469-0424 Ext. 239 F: (303) 469-5730 www.rv-pro.com RV Trader . . . . . . . . . . . . . . . . 513-612 150 Granby St Norfolk, VA 23510 P: (757) 351-7320 F: (866) 443-1800 www.rvtrader.com

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Exhibitor List RV Web Services . . . . . . . . . . . . . . 613 N 56 W24660 N Corporate Circle Sussex, WI 53089 P: (877) 246-7915 F: (757) 233-9557 www.rvwebservices.com Products or services: Part of RVTrader RVDA . . . . . . . . . . . . . . . . . . . 501-600 3930 University Drive Fairfax, VA 22030-2515 P: (703) 591-7130 F: (703) 359-0152 www.rvda.org RVMaster By Exuma Technologies, Inc. . . . . . . . . . . . . . 445 11940 US Highway 1 Ste 201 North Palm Beach, FL 33408 P: (561) 969-2882 F: (561) 355-8955 www.exumatech.com Products or services: RVMaster, a dealership management system since 1984, is designed for RV dealerships and integrates RV sales, prospecting, accounting, administration, unit/parts inventory management, and more.

RVMAX Training Solutions. . . . . 707 540 Office Center Ste 286 Gahanna, OH 43230-5352 P: (877) RVPROFIT F: (614) 471-8306 www.rvmaxtraining.com Products or services: RVMax provides fixed operations online training with RVMax VT, and in-dealership training for service management, service advisors, and parts department personnel.

Safe Harbor Resource Group . . . . 502 224 Countryside Drive North Troy, OH 45373 P: (937) 875-0572 F: (888) 570-7659 www.safeharbordealers.com Sentry Insurance . . . . . . . . . . . . . . 106 1800 North Point Drive Stevens Point, WI 54481 P: (715) 346-7272 F: (715) 346-6237 www.sentry.com Skyline Corporation . . . . . . . . . . . V-2 2520 By-Pass Road Elkhart, IN 46514 P: (574) 294-6521 F: (574) 293-7574 www.skylinerv.com

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Sobel & Associates, Inc. . . . . . . . . 419 PO Box 65002 University Place, WA 98464 P: (253) 565-2577 F: (253) 565-2768 www.sobeltraining.com Spader Business Management . . . 207 PO Box 2820 Sioux Falls, SD 57101-2820 P: (605) 339-3616 F: (605) 339-4229 www.spader.com Spartan Chassis, Inc. . . . . . . . . . . . 500 1165 Reynolds Rd Charlotte, MI 48813 P: (517) 543-6400 F: (517) 543-7728 www.spartanmotors.com Stag-Parkway . . . . . . . . . . . . . . . . . 309 PO Box 43463 Atlanta, GA 30336-0463 P: (404) 349-1918 F: (404) 349-6869 www.stagparkway.com Statistical Surveys, Inc. . . . . . . . . . 206 1693 Sutherland Dr Grand Rapids, MI 49508 P: (616) 281-9898 F: (616) 281-1876 www.statisticalsurveys.com Systems 2000, Inc. . . . . . . . . . 300-302 528 S Northlake Blvd Ste 1000 Altamonte Springs, FL 32701 P: (407) 358-2000 F: (407) 358-2020 www.sys2.com Products or services: DMS software company Tiffin Motor Homes, Inc.. . . . . . . 614 105 2nd St NW Red Bay, AL 35582 P: (256) 356-8661 F: (256) 356-8219 www.tiffinmotorhomes.com TriMark Service & Replacement Parts . . . . . . . . . . . . . 446 510 Bailey Ave New Hampton, IA 50659 P: (641) 394-1124 F: (641) 394-1515 www.trimarkcorp.com U.S. Bank Recreation Finance . . . 203 205 West 4th St Ste 700 Cincinnati, OH 45202 P: (513) 639-6306 F: (513) 639-6065 www.usbank.com

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

United States Warranty Corporation . . . . . . . . . . . . . . . . . . 431 6140 Parkland Blvd Ste 230 Mayfield Heights, OH 44124 P: (440) 516-2600 F: (440) 516-2604 www.uswceagle.com Products or services: Service contracts for motorized and towable units UVS Junction, LLC . . . . . . . . 420-422 1511 East State Road 434 Ste 3049 Winter Springs, FL 32708 P: (407) 359-8878 F: (407) 359-8878 www.ultimatevideoshowcase.com Valley Towing Products . . . . . . . . . 615 2129 Austin Drive Rochester, MI 48309 P: (248) 641-4251 F: (248) 853-1459 www.vtowing.com Velvac, Inc. . . . . . . . . . . . . . . . . . . . 504 2405 S Calhoun Rd New Berlin, WI 53151-2709 P: (262) 786-0700 F: (262) 786-4101 www.velvac.com Wheeler Advertising, Inc.. . . . . . . 506 600 Six Flags Drive Suite 226 Arlington, TX 76011 P: (817) 633-3183 F: (817) 633-3186 www.wheeleradvertising.com Williams and Stazzone Insurance Agency, Inc. . . . . . . . . . 449 99 North Atlantic Avenue Cocoa Beach, FL 32931 P: (800) 868-1235 F: (321) 868-2003 www.wsins.com Products or services: Williams & Stazzone Insurance offers specialized insurance programs for RV dealers and RV rental operations. Our programs include one of the most comprehensive garage liability package policies available today. For dealers looking to enter the rental business, we offer a low cost, turnkey system that includes training, rental agreements, and insurance.

Zamp Solar, LLC . . . . . . . . . . . . . . 603 62988 NE Layton Ave Ste 102 Bend, OR 97701 P: (541) 728-0924 F: (541) 728-0624 www.zampsolar.com

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The RV Learning Center Update he RV Learning Center is dedicated to providing dealers and their employees with innovative ways to operate RV dealerships through an array of education resources, including learning guides, publications, online training, and certification programs. Thanks to the continuing support of dealers, manufacturers, and suppliers, the center is able to offer educational resources to improve the overall RV customer experience.

For more information on any of the programs below, visit www.rvlearningcenter.com.

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EDUCATIONAL RESOURCES Learning Guides Developed by The Ohio State University Center on Education and Training for Employment (CETE) and RV parts and service experts, the center’s learning guides outline tasks and skills that service and parts department personnel need to serve customers.

They include multiple self-checks and practice exercises and are available in full sets and individual sections. Full sets include a threering binder. Guides are also available digitally as PDF documents on CDs. Available Learning Guides • Warranty administrator • Parts manager • Parts specialist • Service manager • Service writer/advisor Online Technician Training and Certification Preparation Courses Through partnerships with the Recreation Vehicle Industry Association (RVIA), and the Florida RV Trade Association (FRVTA), the RV Learning Center provides two distance learning opportunities to train technicians for RVDA-RVIA Technician Certification testing. When completed, each course fulfills the 40-hour continuing educa42

2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

tion recertification requirement. The sections within each program correspond to the sections in the RVDA-RVIA RV Service Technician Certification Test. The programs provide in-house, mentor-led group and individual learning experiences. Both training options require a computer with high-speed Internet access.

RVIA’s interactive Technician Certification Preparation Course was developed specifically to prepare working technicians for the certification test.

Seventy-nine percent of RV technicians who completed the course passed the certification test, compared to 61 percent of those who didn’t use the course to prepare. These percentages are based on technicians who took the test between July 1, 2008 and January 1, 2010. Tuition starts at $249 per technician, with discounts available for registering four or more individuals at one time. The registration fee gives the technician access to the course for 12 months.

FRVTA’s Distance Learning Network (DLN) offers certification preparation and training on a range of other topics that are designed to improve the performance of both experienced and novice technicians, service writer/advisors, greeter/receptionists, and dealer/general managers. The subscription includes unlimited access to more than forty 90-minute training sessions, reviews, and test preparation sections. A one-year subscription costs $995 per dealership location. The subscription term runs from August 1, 2011 to July 31, 2012.

Demonstrations of the two online training programs are available on request in the RV Learning Center Store.

Annual RV Dealers International Convention/ Expo Helps You ReVolutionize Your Dealership The 2011 RV Dealers International Convention/Expo, featuring the RV Learning Center, will help you take charge of your dealership’s destiny. The education program includes information on building sales through innovative marketing strategies to reach new customers and an overview of the short and long-term trends that will affect the RV industry. The Expo showcases new product and service offerings to help build profits.

The RV Learning Center Update Also, dealer-manufacturer brand committees will meet and provide dealers a forum to discuss brandspecific issues with top management from participating manufacturers. Brand committees will review results from the 2011 Dealer Satisfaction Index Survey (DSI) during meetings. Only dealers who carry the specific manufacturer/brand may attend. Dealer volunteer leaders moderate the meetings.

RV Learning Center Federal Regulatory Guides The Learning Center publishes a number of compliance guides covering important topics such as the identity theft “Red Flags” Rule, federal donot-call registry, wage and hour laws, customer information safeguards and privacy rules, and anti-money laundering cash reporting laws. RVDA dealer members receive one copy as a member benefit; additional copies are available at member discounts.

RV Learning Center Scholarship Program Getting an education has never been more important – or expensive. The Learning Center can help! Scholarship money is available to deserving sophomore, junior, or senior undergraduates majoring in business, finance, economics, accounting, or other RVrelated subjects. Dealer principals and their family members are ineligible. Dealers are able to offer this opportunity to their team specifically because of their employment in the RV industry.

Scholarship applications are available for download from the Learning Center’s website in January.

Alert your employees to this opportunity by downloading and posting the Learning Center’s new fullcolor poster at your dealership.

Certification Programs The Learning Center’s certification program sets the standard for professional performance and is a symbol of excellence in the RV industry. Certification is a significant achievement for dealership personnel. It demonstrates that the individual has additional knowledge, ability, and skills needed to improve customer satisfaction. Certification offers employees the opportunity to demonstrate their understanding of a body of knowledge in operational, technical, and human relations skills that help them provide superior customer care. The Learning Center’s five programs were developed with the assistance of The Ohio State University’s Center for Education and Training for Employment, and were developed with the help of subject matter experts from all areas of the RV industry. The scope and content of the exams are based on the results of job task analysis, as well the work of dozens of industry subject matter experts. Certifying employees is one of the key recommendations in the Committee on Excellence Task Force’s report on improving customer satisfaction and loyalty within the RV industry. Consumers can locate dealerships with certified employees through RVDA’s online dealer locator at www.rvda.org.

Available Certification Programs • Parts manager • Parts specialist • Service manager • Service writer/advisor • Warranty administrator Certification Readiness Tests Pre-assessments, or readiness tests, help your staff members assess their job knowledge and preparedness for a Learning Center certification, as well as help you identify possible knowledge or skill gaps. Each of these automated tests takes 10 to 15 minutes to complete.

Testers receive scores immediately. Results are an indicator of overall job knowledge, ability, and skills. Employees who score well on the readiness tests are much more likely to pass the certification exam. A readiness test is available for each of the continued on page 44 2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

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The RV Learning Center Update

continued from page 43

Learning Center’s certifications. The cost is $25 per test. The fee will be deducted from the readiness test taker’s certification application/exam fee if the exam is taken within six months.

People who know their jobs make more money for the company and themselves, and testing is the best way to find out how much they know. If knowledge is important to you, encourage your team to take the readiness test that is appropriate for their position.

RV Technician Magazine The Learning Center also develops and publishes RV Technician, an electronic magazine that provides the latest information to assist the technician in repairing RVs. Subscribers receive six digital issues annually.

PARTICIPATION: CRITICAL TO INDUSTRY SUCCESS The Learning Center produces many quality educational programs, publications, and resources.

Participation by dealers and their employees is critical to the Learning Center’s and the dealer’s success. Please participate in programs and purchase materials. Dealer and employee education leads to improved customer satisfaction, a higher level of professionalism, increased employee retention, and greater profitability.

Contributions also make the critical difference in the programs and services that the Learning Center is able to provide.

With the generous support from its contributors, and the income generated from materials purchases and program fees, the Learning Center can continue to grow and help dealerships grow through more professional employees.

For a full list of the Learning Center’s contributors, see page 41.

THANKS TO OUR VIRTUAL EXPO EXHIBITORS

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Integrating Social Media Effectively For Your Dealership

By Sheril Vergara

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ocial media is now a necessity for reaching the entire RV-buying universe, and dealers need to manage their social media posts, tweets, comments, and video uploads on a daily basis. The aim is to increase the dealership’s friends, fans, and followers and subsequently turn them into customers.

Social media sites open up a whole new audience of potential RV buyers, and the way to reach them is the same as for selling RVs on the showroom floor: It’s all about building relationships. By monitoring posts, tweets, and comments daily, you’ll turn more friends, fans, and followers into buyers, generate more leads, and close more sales. Dealers can implement this important new strategy by reassigning roles among current personnel, adding a new position, or having it managed by a qualified expert who knows the RV business.

“Cyber socializing” increases trust, loyalty, and brand recognition and, when done correctly, also increases a dealership website’s SEO (search engine optimization) placement level and effectiveness. With social media, building relationships takes place by continued and consistent communication. Dealers can look at this process as another follow-up step in the selling process. Much like turning be-backs into buyers at the showroom floor level, the dealer turns social media-generated prospects into buyers and, more importantly, into loyal repeat customers.

Manage social media daily Savvy dealers always use social media and traditional media when they’re promoting specials, informative updates, and other events. Manage each social media account on a daily basis for maximum success. There are several key actions that must be taken daily to make it work effectively. If it’s done right, dealers can drive traffic from their social sites right to their websites – or even bring prospects directly to their lots.

You must also track your social media efforts. This job is made simple through the Google Analytics application set up on your website. Google Analytics is absolutely free and will track all traffic sources to show where your website visitors originated.

Watch what they’re saying Using social media requires dealers to manage their online reputations. You must monitor sites constantly to know what’s being said about your dealership, both good and bad, and respond to any issues in a positive and professional manner. Imagine the damage that a negative thread, such as a comment on RipOffReport.com, could do if it were to appear in an organic search result page immediately under your dealership’s name. But with social monitoring, you can control the direction and outcome by being proactive.

Using social media to reach prospects, build relationships, incorporate social media into existing marketing efforts, and managing social accounts effectively on a daily basis are just some of the topics I’ll cover in my presentation at the 2011 RV Dealers International Convention/Expo.

Sheril Vergara is a partner in RH Power and Associates, Inc., a retail advertising agency specializing in the RV, boat, and car industries. Her background includes working as the senior director of advertising, customer, and public relations and promotions at Tom Raper RVs. ■

Don’t miss Sheril Vergara’s presentation, “Integrating Social Media Effectively.”

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2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Surviving Isn’t Enough!

By Jeff Cowan

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n the past year, businesses and sales people I’ve worked with have been anxious to get more customers through the door. However, most of the times I’ve been hired to help them generate more traffic, I find that they aren’t properly handling the customers they already have.

To prove my point: I’ve been a presenter at eight different dealer meetings in the past four months, and creating more traffic was a hot topic in every one of them. Yet when I asked how many of these dealers had walk-arounds and selling processes in their service departments, I found that none of them did – even though they all admitted that they knew they should. Further questioning revealed that they also had no gross profits to speak of.

Don’t squander opportunities In essence, they were more concerned about driving additional people through their doors when they clearly couldn’t – or wouldn’t – properly handle what they already had. These dealers’ biggest concern was survival. They already had plenty of opportunity, but they were squandering it.

My mission was to make them see what our most successful dealer clients know and live by: Failure isn’t an option, and merely surviving isn’t enough.

Dealers and sales people must understand that when customers visit and don’t receive walk-arounds of every

vehicle every time, then they have squandered opportunities. When you don’t deliver the right word track at the right time, you have squandered an opportunity. When you don’t ask for the sale, handle the objection, set realistic expectations, explain and set the next visit, or do the other half-dozen things professional sales people should do, you have squandered opportunities.

Failure is not an option The weak worry themselves about what they don’t have. The strong never lose focus of what they already have and exploit those opportunities by doing what they know they should be doing. They get it. For them, failure isn’t an option and merely surviving isn’t enough.

Stop worrying about the customers you’re not getting until you expertly execute the opportunities you already have. You know what to do – do it!

Jeff Cowan is president of PRO TALK, Inc., Santa Margarita, CA. He is a recognized authority on training service advisors and was the first to offer onsite service-drive instruction. He has earned numerous selling awards from retail companies during his 36 years of sales experience. PRO TALK has trained thousands of dealerships in the United States and Canada. ■

Don’t miss Jeff Cowan’s presentation, “The Way to Sell to the Post Recession RV Service Customer.”

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Seven Best Practices To Maximize Sales

By Joni Stuker

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ealers today spend an enormous amount of time and effort to find leads. And I myself spend countless hours training and assisting owners with this very task. But there’s one glaring oversight – our lack of attention to the skills of those who respond to these leads.

Shouldn’t equal time and energy be given to properly training and educating employees who handle those precious leads? If you spend time and money getting the phone to ring and your staff handles the call poorly, what was the point of advertising?

Many stores closely monitor their Internet lead response times and their appointment-setting and closing ratios yet ignore poor floor accountability and fail to monitor how phone ups are handled.

Dealers need to analyze their current system of handling leads and ask themselves if they have solid, consistent training in place or if it’s treated more as an elective. Do you have a stated training objective and a pathway to ensure results? In my experience, the answer is usually no. Dealerships spend countless hours and thousands upon thousands of dollars on sales training, yet their communication skill training is hit or miss at best.

Here’s my seven-step process to turn that around.

Standards Sales team members should be held to setting two appointments per day. Outbound lead sources should provide you with a 20 to 30 percent contact rate; 30 percent is reflective of hot and recent traffic opportunities, while 20 percent is often reflective of manifest leads and orphan leads.

If you have a phone support team (commonly called a business development center, or BDC), each person should work a 6-hour shift, average one appointment per hour,

“If you spend time and money getting the phone to ring and your staff handles the call poorly, what was the point of advertising?”

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2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

maintain a 50 percent show rate, and generate two referral leads per shift. In my years of consulting, I’ve never witnessed an effective 8-hour-shift call team member – the last two hours are usually non-productive. A powerful BDC should look like the New York Stock Exchange when the bell rings – it’s dial time!

Does your sales staff depend on the BDC appointment-setting process? If yes, your BDC is strong and an asset. If no, it’s time to evaluate how it’s set up.

Accountability Determine what activities you’re going to hold accountable and establish a daily review. This is imperative for growth and improvement.

Too often we reward someone for simply getting lucky, such as the salesperson who meets the ultimate “laydown” and is given an extra bonus. And it’s time to stop applauding salespeople as “strong closers” for closing 40 percent of their logged ups, when we know they didn’t log everyone.

Consider the impact of the non-logged ups – these people leave your dealership and are never contacted by anyone at the dealership, leaving them with negative feelings about your store. They’re thinking to themselves, “If they cared about getting my business, they’d call.”

Think of how many customers have told you they bought from you because you were the only one who followed up.

If a customer isn’t logged, how can you follow up? If you want more customers logged, stop incorrect rewards and don’t view a salesperson as weak because he logs every BODY he meets. Successful floor accountability requires logging everyone who’s alive and breathing – no prejudging or qualifying. There should be a clear understanding that a consumer is an opportunity that could present itself today, tomorrow or years from now.

Educate Don’t assume employees already have the necessary skills. Remember the old saying: A student can only be as good as the instructor provided.

Stay away from most owners’ four favorite words – “That’s my manager’s job.”

Most dealers use sales managers to train. But most sales managers were salespeople before they were promoted and had little training themselves.

These are the former salespeople who sold a lot of RVs and were labeled closers. A closer’s world is all about the immediate and the “hot ups.”

Determine your biggest performance weakness. It could be unsold follow ups, mastering phone ups, soldclient retention, or Internet process and procedures. Pinpoint it, set new priorities, and research trainers and techniques that can help you get those results. Education isn’t optional; we can’t grow if we’ve already learned it all.

I recently had a very negative salesperson in one of my workshops. He shot down almost every idea I gave out.

After an hour, I stopped the workshop and told him it was sad that he had already experienced his best day at such a young age because, with such a negative view, he probably wouldn’t learn or accomplish anything more.

Support How many times have you put a plan into action, only to see it collapse when the true level of support needed becomes apparent? Surface commitment is easy. I’ve witnessed dealers professing at 20 Groups that BDCs are the only way to go “because salespeople will never make the necessary phone calls,” only to be back a year later saying that BDCs aren’t necessary because “it’s a salesperson’s job to make the phone calls.”

Identify your top needs, create a plan, ensure you’re allocating the needed training and resources to implement this plan, and support the plan consistently, whether it’s popular or not.

Inspect Never expect what you cannot inspect. Review activities daily by department and by individual. If employees are uncomfortable with this, show them how inspecting and supporting can help improve sales and performance.

Create an environment of teamwork and assisting, not finger pointing.

Replace This is probably the most difficult step, but you must be prepared to replace staff when necessary. The threestrikes rule is a good guideline, but you need a clearly written performance process that includes documenting the three sub-performance strikes.

One of our greatest weaknesses is that we are traditionally reactive, looking for new hires only after we’ve reached a crisis and need to get rid of someone ASAP. Under duress, we tend to make bad hiring choices. So advertise, interview, and screen candidates before you need to.

Reward Does your current compensation package reward based solely on numbers and not source? If so, change it. The highest rewards shouldn’t be given for mere luck but for an individual’s initiative. For example, if a salesperson asks for referrals and generates an appointment that buys, he or she should get a higher bonus. Dealers also need to be careful of mixed messages. Don’t espouse the importance of prospecting but fail to reward it or help train employees to do it.

In short, you must identify what needs improving, set the standards you want to achieve, inspect for progress, provide education and support, and replace and adjust as needed. These steps will ensure a successful balance.

Joni Stuker is a sales consultant with more than 25 years of experience who has addressed dozens of dealer conventions and 20 Groups. ■

Don’t miss Joni Stuker’s presentation, “Proven Top Secrets To Driving More Business.”

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Online Training with FRVTA’s

DISTANCE LEARNING NETWORK FRVTA–RV Learning Center Partnership

supplier-specific advanced repair and troubleshooting classes designed to upgrade technicians’ skills.

Completion of these classes qualifies for recertification hours. Classes are available 24/7 throughout the program year, providing maximum flexibility.

$995 per year for each dealership location.

Over 50 sessions available, 24 hours a day, seven days a week, with full access to training through July 31, 2012.

The DLN offers your dealership: • • • • •

Onsite training Group training No travel time or expenses Self-determined pace One fixed price of $995 for the subscription term

• Service Writers/Advisors – This three-hour program is valuable for both new staff and experienced personnel preparing for the RV Learning Center’s Service Writer/Advisor certification.

• Greeters/Receptionists – This 50-minute session is suitable for all employees who need customer service skills. It includes a final exam and certificate of completion.

The DLN offers online training for:

• RV Technicians – The certification prep course helps technicians get ready for the certification exam.

Your subscription includes unlimited access to more • Dealers/GMs – This program features important topics for management, including lemon laws, LP gas than 50 training sessions, reviews, and test preparalicensing issues, and the federal Red Flags Rule. tion sections. Also included are manufacturer- and

DEALERSHIP REGISTRATION Company Name: ____________________________________________________________________________________________ Address: ____________________________________________ City:________________________ State: ____ Zip: __________ Phone: ______________________________________________ Fax: __________________________________________________ Mentor Name: ________________________________________________________ Phone: ______________________________ E-mail (at dealership) : __________________________________________________ Fax: ________________________________

**High-speed Internet access required. RVIA service textbooks not included.** _____ location(s) at $995 each = payment due: $__________________ (select payment method below)

PAYMENT METHOD

❑

Complete lower section and mail or fax to:

PAY BY CHECK OR MONEY ORDER

❑

PAY BY VISA OR MASTERCARD

Florida RV Trade Association, 10510 Gibsonton Drive, Riverview, FL 33578, (813) 741-0488, Fax: (813) 741-0688 Name on Credit Card: ______________________________________________________________________________________ Card Number: ________________________ Security Code: _________ Expires: ______________________________________ Card Billing Address: ________________________________ City:________________________ State: ____ Zip: __________ Card Holder Signature: ______________________________________________________________________________________

For more information, call (386) 754-4285 or go to www.fgc.edu/rv-institute.aspx 50

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Comfort Zones Versus Accountability

By Don Reed

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s a dealer, are you getting the return on investment that you expected? As a general manager, did you meet or exceed your net profit projections for last year? If you’re a fixed operations director, are you increasing your parts and labor sales over last year? For all three of you, is your service absorption rising year over year? If any of your answers were no, then it’s time to ask why.

Your financial statements will show you where the opportunities for improvement, or conditions, are but they won’t show you how to fix them. To do that, you must know what’s causing the out-of-line condition. Then you can make necessary corrections to bring the condition in line with industry guides. For those of you who have written repair orders, you probably recognize this as the Three Cs – condition, cause, correction.

Technicians need the condition to properly diagnose the cause, which enables them to make the necessary correction. It’s no different for the dealer, general manager, or the fixed operations director when it comes to making money and managing a profitable dealership or department.

After studying your financials to determine what prevented you from attaining your financial goals, determine what the cause was. I believe the culprits are usually comfort zones and accountability.

Everyone in your dealership has a comfort zone. The goal isn’t to get rid of them but to move them again and again until you achieve the results you’re looking for – and then move them again!

You must focus on the performance of individual employees. Measure their performance and hold them accountable for their results. Most of you already do that in your sales department, which is where you devote much of your time and energy, but you fail to do so in the service and parts departments.

Consider these examples: •

If I was a salesperson who averaged two units sold per month last year, what would you do? Answer: Train me to sell more or replace me with someone who could.

•

If I was a service advisor who sold an average of two hours per customer-pay repair order last year, what would you do? Answer: Nothing – I’d have a job for life.

•

If I was a sales manager whose team’s average closing ratio was 10 percent deliveries to opportunities, what would you do? Answer: Train me how to close 20 percent or more or replace me with someone who could.

•

If I was your finance manager and averaged $200 gross profit per unit sold last year, what would you do?

Answer: I wouldn’t have lasted six months!

•

Finally, if I was your parts manager with an average parts gross profit margin of 25 percent, what would you do? Answer: Thank me for being back there, because you sure as heck didn’t want to fool with that stuff.

Most dealers and general managers hold their sales teams accountable for performance on a daily, weekly, and monthly basis and make any needed adjustments (i.e., move comfort zones) immediately. Meanwhile, their parts and service teams remain in their comfort zones.

Why does this happen? Most dealers and GMs are outside their comfort zones in the back end because their roots are in the front end. What can a dealer do to cross the demarcation line to the back end of the business?

Measure the performance of the people you intend to manage, and let them know they are being measured. Also, compare their performance to industry benchmarks. Hold them accountable for achieving or exceeding those benchmarks. Most dealers don’t hesitate to do this in their sales and F&I departments.

Rid yourself of the whiny excuses I hear from dealers: •

“You don’t understand – my market is depressed.”

•

“But my service manager has been with me forever.”

•

“I can’t find an advisor who’s any better.”

•

“I don’t want to run off my customers by up selling.”

A depressed market has nothing to do with accountability for performance. And time on the job doesn’t ensure good job performance. If you can’t find better people, look harder, because they’re out there. If you’re afraid of running off customers from up-selling, then you need to get out of selling parts and service. Remember – there must be consequences for underachievers!

Don’t you think it’s time to get out of your comfort zone and make the return on your investment that you deserve? Drag your fixed operations team out of its comfort zone and start holding it accountable. Once they stop kicking and screaming, they’ll make more money and your customers will realize you have the best dealership in town.

Don Reed is CEO of RVMAX Training Solutions, a training and consulting company that specializes in turning around dealership profitability. He has more than 26 years of experience, including roles as an RV and auto dealer, GM, sales manager, service and parts manager, and salesperson. ■ Don’t miss Don Reed’s presentation, “Five Rules of Engagement for Service Customers.”

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The Transforming Wholesale Business Wholesale auctions are growing, and online participation is in high gear

By Kevin Cooper

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new generation of customers, changing dealer needs, and unpredictable pricing trends within the RV industry are transforming the wholesale RV business. To help dealers compete, auction companies are offering value-added services and shifting to online sales.

“Due to a rise in consumer interest, dealers are facing the good challenge of keeping their lots stocked with fresh inventory at all times,” says Manheim Specialty Auctions’ general manager, Karen Braddy. “We’ve found dealers are most successful when they have a healthy mix of new and used RVs for customers to look at.”

The result: RV sales have increased more than 200 percent. This growth can be attributed to the fact that more dealers are using online buying tools. With the ease and convenience of doing business anytime, anywhere, it’s no wonder auctions have become the top choice for buying and selling used inventory. Dealers have discovered that auctions are the most efficient and cost-effective way of managing, streamlining, and replenishing their quality used-RV inventory.

Kevin Wise, regional vice president of Camping World RV’s western region and a regular auction attendee, says, “Going to auctions is a no-brainer – when I’m a seller, the sheer volume of buyers in attendance can’t be found in any other forum, and as a buyer, inventory from the top banks can’t be found all together anywhere else.”

Even so, less than half of RV dealers take advantage of auctions. For those who don’t know what they’re missing, here are a few of the benefits.

Ten reasons to participate in an auction:

1. Critical mass of buyers and sellers with full seller disclosure Multiple sellers can offer their units to a large crowd of potential buyers. All units at Manheim Specialty require full seller disclosure so buyers can have confidence in their purchases.

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2. Credible pricing based on supply and demand Auctions create an environment where supply and demand establish fair market prices.

3. Efficient online buying and selling services New online tools let customers search inventory, view vehicle conditions, buy or sell, make payments, or check sale schedules 24/7.

4. Affordable participation Auction fees are a small percentage of the RV selling price and have decreased in the past 10 years.

5. Highly-qualified RV unit inspectors Auction-trained inspectors know what to look for on specific units to ensure they’re marketed properly, increasing the chances of a sale. Manheim Specialty offers certified RV inspections backed by Titan that are transferrable to retail customers.

6. Transportation solutions Auctions provide transport services to help customers get units back to their lots. Manheim uses more than 800 carriers, brokers, and drive services at its auctions.

7. Full-service onsite reconditioning and mechanical repair services Auctions provide on-site reconditioning and mechanical repairs to help maximize sales.

8. Guaranteed payment for sellers and titles for buyers Most auctions won’t offer a unit for sale unless the title and paperwork are in order.

9. Floor planning options By securing financing through an auction, dealers can be confident that the financer understands their unique situation. Manheim Financial Services provides programs for RV dealers with competitive rates and up to 100 percent financing.

10. Fun Whether selling or bidding online or in the lane, the camaraderie and excitement of the dynamic trading experience is fun for all.

Dealers who have never experienced the thrill of the auction and regulars who can’t get enough are invited to a mock auction at this year’s convention. It will be part of the “Day on the Auction Block” workshop held October 6 from 2:45 to 4 p.m.

Attendees will learn about the entire experience – from auction terminology and certified inspections to floor planning programs and transportation options. Dealers will leave with the confidence they need to start generating revenue for their stores through auctions.

“I always tell dealers who are new to auctions that the most important rule is to do their homework,” says Braddy. “Everyone should visit an auction and learn the process before participating in a sale. For some, it’s intimidating to walk into an auction for the first time, so we’re bringing the auction to dealers at this year’s RVDA convention.”

Last year, 37 percent of Manheim Specialty Auctions’ RV sales were to online buyers, and that figure will continue to grow, says Braddy. Wise concurs, saying he buys about half of his wholesale inventory online because of the convenience.

Kevin Cooper is Director of Manheim Specialty Auctions, which offers 16 branded specialty locations, 11 of which focus on RV sales. He has worked to establish operational consistency among its Specialty auction locations, identified best practices, and managed relationships between Manheim and 20+ commercial consignors. ■

Don’t miss Kevin Cooper’s presentation, “A Day on the Auction Block.”

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Thanks to the 2011 RV Dealers International Convention/Expo Supporters!

Advertisers Index Bank of the West NCompass RV (800) 843-2327 . . . . . . . . . . . . . . . . . . . . . . . . . 17 (513) 515-5379 . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Bitimec Speedy Wash, Inc. PPS Parallax Power Supply (877) 637-1900 . . . . . . . . . . . . . . . . . . . . . . . . . 21 (800) 443-4859 . . . . . . . . . . . . . . . . . . . . . . . . . 19 Brashers’ Northwest Auto Auction Phoenix Extended Care (800) 905-3901 . . . . . . . . . . . . . . . . . . . . . . . . . . 2 (800) 297-0256 . . . . . . . . . . . . . . . . . . . . . . . . . 59 Cruiser RV Protective (866) 277-5630 . . . . . . . . . . . . . . . . . . . . . . . . . 13 (866) 924-7035 . . . . . . . . . . . . . . 15 & Back Cover DRV Luxury Suites RL Polk (260) 562-1075 . . . . . . . . . . . . . . . . . . . . . . . . . 12 (800) GO-4-POLK . . . . . . . . . . . . . . . . . . . . . . . . 11 Diversified RV America Insurance (800) 332-4264 . . . . . . . . . . . . . . . . . . . . . . . . . . 3 (800) 400-0186 ext. 230 . . . . . . . . . . . . . . . . . . 57 GE Capital RVT.com (800) 289-4488 . . . . . . . . . . . . . . . . . . . . . . . . . 14 (888) 810-2749 . . . . . . . . . . . . . . . . . . . . . . . . . 53 The Mobile Outfitters UVS Junction (574) 312-6654 . . . . . . . . . . . . . . . . . . . . . . . . . . 7 (407) 359-8878 . . . . . . . . . . . . . . . . . . . . . . . . . 55

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RVDA Salutes RV Dealers International Convention/Expo Media Partners RVDA would like to thank the following media partners for their support of RV dealers and the RV Dealers International Convention/Expo: RV Pro Magazine

RV Daily Report

RV Pro magazine is providing print and online promotional support and is the official video production company for the RV Dealers International Convention Expo. www.rv-pro.com

RV Daily Report is providing online promotional support. www.rvdailyreport.com

RV Business Magazine

RV News

RV Business magazine is providing print and online promotional support and organizational assistance for Celebrate Excellence: An All-Industry Gala. www.rvbusiness.com

MARK YOUR CALENDAR Oct. 1-5, 2012 See You There!

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RV News is providing online promotional support. www.rvnews.com

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