An Invitation to Parts Track Participants: Society of Certified RV Professionals Reception, Monday, November 7 from 5:15 - 6:30 p.m.

All registered convention/expo attendees are invited to attend the Society's reception that supports and recognizes certified RV professionals. There will be an awards/recognition presentation and an educational component presented by Greg DeWalt of Marzahn & King. The event is sponsored by Protective. 

2016 Parts Workshops and Presenters

NOTE:  Speakers and workshops subject to change.  RVDA will not be selling audio recordings of the sessions following the event due to a last minute cancellation by the vendor that provided this service in the past.

Parts Track




Val Byrd 
NTP-Stag

Christine Corelli

Christine Corelli &
Associates, Inc.


Chuck Marzahn

Marzahn & King Consulting, Inc.             


               

Bob Harkins

American Guardian Group of Companies

Mike Nicholes

Mike Nicholes Capital Management


  NEW! 

Garry Weaver

Dealer Resources Group

 NEW! 

Valerie Ziebron

VRZ Consulting

Parts Education Workshops

Workshops in the Parts track focus on ways to boost sales and increase efficiency in the dealership parts department. Attendees are eligible to earn continuing education units (CEUs) for their participation in applicable Vendor Training +Plus sessions and the RV Learning Center's educational workshops. 

WEDNESDAY, NOVEMBER 9

The Profitable, Proactive Parts Department

Wednesday, November 9
9:00 a.m. - 10:00 a.m.


Valerie Ziebron
VRZ Consulting

Watch a video preview of
Valerie's session on YouTube.



Parts are vital for maximizing profits in both sales and service. Unfortunately, for many dealerships, they are also one of the biggest leaks of profitability. This workshop will will give you usable tools for addressing parts problems head on - without ruffling feathers. We will uncover the top profit leaks in parts as well as the best practices that shops of any size can use to get the most out of this critical department. This session is loaded with bonus features you won't want to miss - whether you work in parts or just rely on them to make your customers happy.

After attending this program, you will be able to:
  • Understand the best ways to approach problems in parts
  • Identify the top leaks of profitability that plague many stores
  • Have a tangible list of best practices to take your parts department to the next level.

Customer Service for Parts and Service Managers

Wednesday, November 9
10:15 a.m. - 11:15 a.m.


Christine Corelli
Christine Corelli & Associates, Inc.

In today's highly competitive marketplace, delivering the highest quality customer service in RV support functions is not optional, it is critical to your success. Customers need to be confident that the enjoyment of their RV will not be compromised and that your parts and service department as well as field service people will provide appropriate and rapid response to handle parts or service issues as they arise. In addition, they need to feel every individual involved in product support at your dealer organization is dedicated to serve their every need exceptionally well.

After attending this program, you will be able to:
  • Excel in three critical customer service skills every product support manager should know
  • Apply methods to instill a “service excellence attitude” within their teams
  • Dramatically improve the level of service product support departments now provide through proactive complaint prevention.

Keeping Your Customers Happy While Adding Sales to the Parts Department

Wednesday, November 9
2:00 p.m. - 3:00 p.m.


Garry Weaver
Dealer Resources Group

How many times has your customer left your dealership, only to get to the campground and not have everything they need for an enjoyable experience? How many times has a new customer left your dealership without adding any sales to your parts department? This workshop will walk you through the add-on sales for your parts department that are a must for the RV customer, while increasing profit to your dealership. No hard core 'difficult to sell' items, but everything the camper will need and be thankful for.

After attending this workshop you be able to:
  • Identify the most sought after items your customer will need to enjoy a good camping experience
  • Understand the amount of profit one customer can provide to the parts department
  • Understand the good, better, and best scenarios that fits your customer.

Selling and Promoting the Service Side of Your Business

Wednesday, November 9
3:15 p.m. - 4:15 p.m.


Christine Corelli
Christine Corelli & Associates, Inc.

Service writers communicate with customers far more than anyone in your dealership. They are the lifeblood of your business and play a major role in developing your reputation. In a position that is so critical to the success of your business, it's not only proficiency and expertise in every aspect of RV maintenance and repair that are important, but their ability to "sell" and promote the department is equally important to your bottom line. This session will identify highly effective communication and influencing skills that will make a big difference in how customers react to sales professionals and service writers. It will also reveal the right approach to take with female customers, baby-boomers, millennials, and other customer types.
 
After attending this program, you will be able to:
  • Identify factors that influence customers
  • Communicate with powerful words and phrases that promote the service department and influence inquiry customers to come into the dealership
  • Use the right approach with different customer types.

THURSDAY, NOVEMBER 10

Retail Restoration: Ideas for Changing Your Store from “Blah “to “Aah” 

Thursday, November 10
9:00 a.m. - 10:00 a.m.


Val Byrd
NPT Stag

This session will explore options – small and large – for building a store that stands out in the crowded marketplace.
  • Sometimes it’s the little things…
  • Financial fitness: Measuring KPI’s
  • 2016 trends in retail store design


The Simple Parts System - A Path to a Profitable, Functional and Efficient Parts Department

Thursday, November 10
10:15 a.m. - 11:15 a.m.


Chuck Marzahn
Marzahn & King Consulting, Inc.

This workshop will take an in-depth look at the parts department. Identify the five functional disciplines and how they relate to each other. We will look at the overall objective of the parts department and how the five functional disciplines support the objective. The tasks required in each as well as the pathologies which impede performance.

After attending this program, you will be able to:
  • Explain the mission of the parts department
  • Identify the five functional disciplines
  • Understand the relationship between the functional disciplines.

Keys to Profitable Inventory Management

Thursday, November 10
2:00 p.m. - 3:00 p.m.


Mike Nicholes
Mike Nicholes Capital Management

Dealers, executive managers and parts managers can better control the parts inventory by knowing the key measurements and processes that clearly show the profitability of the parts department and, the most important function, filling the needs of technicians and customers, on demand, for needed parts; avoiding overstocking and speculation by outside forces. The processes, programs and measurements, once learned, can be applied monthly to answer the biggest question; "Just how good is my inventory in filling the needs of the customers, on demand".

After attending this program, you will be able to:
  • What is my parts inventory really doing to fill demand
  • What key processes must a parts manager employ to get the best availability... on demand
  • How to best manage and cope with a multitude of suppliers all 'trying' to sell the same thing, profitably for the dealer.

The Parts Department Sets Foundation for Entire Dealership

Thursday, November 10
3:15 p.m. - 4:15 p.m.


Chuck Marzahn
Marzahn & King Consulting, Inc.

This session is for Parts Managers and Fixed Ops Directors wanting to affect the mindset of the whole store by changing attitudes in Parts. It covers the thinking in Parts that establishes a role to be filled in setting the tone of all interactions with customers and coworkers. It shows how everyone is in a support role in your business and that Parts is the foundation for every mindset. Tools are taught to change tech’s mindsets about how the Parts Department does its job. The “here to help” attitude works its way through the whole store and positively changes the way business is done.

After attending this program, you will be able to:
  • Describe how the attitude that Parts has can feed through the entire dealership
  • Give Parts personnel tools to change the thinking that holds them back
  • Create a Parts Department that serves as the lowest common foundation for growth,improvement and cooperation in all areas of the store.

The Best Processes and Measurements for the Best Parts Inventory Management

Thursday, November 10
4:30 p.m. - 5:30 p.m.


Mike Nicholes
Mike Nicholes Capital Management

Parts managers are 'all' trained by the 'apprenticeship method.' They learn from their managers and their peers. A great deal of what they do is correct, but sometimes there are "holes in the cheese" that need to be filled. The proper and accurate measurements of the best processes sometimes need to be learned, or in some cases, revisited to get the best in parts inventory management and control.

After attending this program, you will be able to:
  • Proven processes for good parts inventory management
  • Use computer programs that help the parts manager know what to buy, when and how much to buy with a minimal exposure to overstock and future obsolescence.

FRIDAY, NOVEMBER 11

Compliance and Ethics: F&I and the Law

Friday, November 11
8:00 a.m. - 9:00 a.m.


Bob Harkins
American Guardian Group of Companies

Law, selling with integrity and the need for every dealership to develop a CMS or compliance management system. Are you compliant? During the workshop, participants will learn a 10-step check list for creating a compliance process and compliance management system. Attendees will learn that developing compliance and F&I best practices will increase revenue while also maintaining good customer relations and sound business practices.

After attending this program, you will be able to:
  • Identify the Seven Deadly Sins of F & I
  • Describe the importance of compliance with the Truth in Lending Act when disclosing
  • Develop a dealership compliance culture at your dealership.

Compliance: The Current Legal Landscape and How it Applies to You

Friday, November 11
9:15 a.m. - 10:15 a.m.


Harvey Fisher
Ally

Keeping up with current trends in the compliance arena is quite a challenge. As the rules of the road change, it is necessary to actively manage risk for your dealership from advertising to customer delivery and beyond. We will be discussing the content in the general flow of how a customer would interact with you to purchase an RV. For example, we will talk about advertising, then sales, then F&I, etc.

After attending this program, you will be able to:
  • Understand the components of deception in UDAP and how they relate to dealership advertising
  • Recognize how ECOA and GLB impact your business
  • Analyze dealership processes to determine if they comply with UDAP, ECOA and GLB
  • Identify topics that are high on the compliance radar this very moment.