F&I Education Workshops

The F&I track will provide a variety of sessions that will help dealers maximize profits, while understanding the importance of ethics and customer satisfaction. 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. 

Workshops and speakers subject to change. 

WEDNESDAY, NOVEMBER 7

No Score Impact: Pull Full Credit Reports with Basic Contact Information & Consent - Not SSNs and DOBs

Wednesday, November 7
9:00 - 10:00 a.m.


Scott Krausman
, Qualify Wizard

A room that laughs is a room that learns! Scientific data suggests that joining in when you hear laughter is more than just contagious; it helps you understand what that laughter means. This Las Vegas themed session will start with a card trick that echoes the challenges dealers face in marketing and retailing RVs.  The ability to pull complete credit bureaus without private contact information or by impacting consumer credit scores is a privilege only lenders typically see. Session attendees will participate in their own fundamental education on soft inquiry / full credit bureau technology and learn how their dealership can exercise this right. We'll reveal how this platform represents solutions to the challenges they face in the showroom, the web, RV Shows, from the competition, and in advertising. At the end of the session, Scott will show the participants exactly how to execute this "impossible" card trick and symbolizes the solutions based subject matter that was presented.

During this workshop, attendees will learn:
  • New sales tools for the showroom and RV shows
  • How to generate leads with complete credit reports
  • Skills to enhance existing (digital & traditional) ad campaigns

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Wednesday, November 7
2:00 - 3:00 p.m.


Myril Shaw, First Approval Source

Every customer who comes to your website, visits your store, talks with sales, meets with finance or enters your service drive must be met with and feel your promise to them. The promise to the customer, is that we want to ensure that they are delighted as we help them achieve the best that this lifestyle choice can deliver. This session provides a detailed description of delivering that promise to every customer and maximizing F&I profit to deliver 50%+ of your store's net profit by doing so. Attendees will be asked to participate by giving examples of questions that they ask and describing how they work to delight customers at their stores today. We will engage in an active discussion about F&I conversation best practices. This presentation lays out the psychology, processes, procedures, and products needed to delight both your customer and your bottom line.

During this workshop, attendees will learn:
  • How to enable product benefit discussions with customers through meaningful conversations
  • Key tips to establishing the environment, products, and processes to demonstrate customer value
  • An understanding of the tools available to achieve your promise and your goals

Super Lawyers Panel: How to Protect Your Dealership from Lawsuits 

Wednesday, November 7
3:15 - 4:30 p.m.


A panel of experienced attorneys who represent RV dealers and manufacturers, will provide attendees their best ideas for preventing and defending lawsuits against your dealership.   
The session will consist of discussion led by the legal panel and will include a Q&A session. 

Topics to be covered include:

-Key laws impacting dealers
-Preventing problems before the sale
-Fix the problem, fix the customer
-How to effectively respond to claims
-Partnering with your manufacturer to resolve customer issues

Presenters: Harold D. Oehler, Lazydays; Kerry Griggs, The Cavanagh Law Firm; Brian Takahashi, Bowman and Brooke, LLP and Chris Lowman, The Lowman Law Firm

Moderator: Brett Richardson, Esq., RVDA

Presenters: 
Harold D. Oehler, Lazydays RV; Kerry Griggs, The Cavanagh Law Firm; Brian Takahashi, Bowman and Brooke, LLP and Chris Lowman, The Lowman Law Firm

Facilitator: Brett Richardson, Esq., RVDA

 THURSDAY, NOVEMBER 8

Handling Objections on the Menu

Thursday, November 8
9:00 - 10:00 a.m.


Shawn Moran
, Brown & Brown Recreational Insurance

Participants will learn how to overcome eight of the more common objections that business managers encounter in the F&I office during a menu presentation. Shawn will explore in depth the ways to stay non-confrontational with our clients, while properly acknowledging their concerns and re-presenting the benefits of being protected properly on their new RV investment. These techniques will build back value to sway the customers toward the protected route as opposed to the self-insured route. 

During this workshop, attendees will learn:
  • Conversational techniques to overcome objections
  • How to distinguish the customer’s real objection
  • Key points in building value in F&I products for your customers

The Power To Defend Your RV Dealership: Building your Cyber Defense

Thursday, November 8
10:15 - 11:15 a.m.


Cindy Augino, Stacy Flye and Robert Ringelspaugh
, Bank of America Merrill Lynch

The threat from cyber fraud today should have you on alert. Fraudsters have one goal: break into your business to prey on your employees, compromise your date and ultimately tap into your accounts. Cyber crimes are multiplying at an alarming rate. One recent study said 71% of businesses aren’t prepared. The presentation will help you understand the risks to your RV dealership and take the important steps to prevent cyber crime.

During this workshop, attendees will learn:
  • Today's fraud landscape and specific dangers to RV dealers
  • How to develop a comprehensive prevention plan
  • Key educational topics for your employees on the risks of cyber fraud

We Are All Media Companies: 7 Steps to Creating a World-Class Digital Culture Within Your Organization 

Thursday, November 8
2:00 - 3:00 p.m.


Marcus Sheridan, Marcus Sheridan International, Inc.

The digital buyer of today has changed business as we know it. With such rapid change, many organizations are being left behind. In this powerful educational session, Marcus will show seven proven steps to turning a traditional organization into a true media powerhouse. Using examples in the B2B and B2C space, you will see how real companies, just like yours, are not just embracing the digital age, but dominating their industry because of it – ultimately building their brand, business, and bottom line in the process.

During this workshop, attendees will learn:
  • Learn how to get buy-in from top to bottom on creating a digital culture
  • Understand the relationship between textual/video content and how it impacts the sales process
  • Participate in a step-by-step method of creating a digital culture that involves all departments and gets results

Solving the Customer Experience Problem Within the RV Industry: Why Prevention is our Greatest Cure 

Thursday, November 8
3:15 - 4:15 p.m.


Marcus Sheridan, Marcus Sheridan International, Inc.

For years, most RV businesses have put their primary focus on their sales and marketing efforts, but more than ever, with the digital and social media age now fully upon us, companies are now realizing the customer service/experience is equally if not more important than its two other counterparts. In this fast-paced and engaging session, participants will analyze the state of customer service within the RV industry and discuss how to solve some of their biggest problems - from misaligned sales/customer service departments to faulty factory equipment and even negative online reviews. Participants will hear a gamut of solutions to these issues that they will be able to immediately apply to their businesses and start seeing results.

During this workshop, attendees will learn:
  • How so many sales and customer service departments become misaligned and how to get the two critical departments on the same page
  • How to effectively set up pre-delivery inspection centers and even turn these into powerful sales/marketing tools
  • How to deliver a world-class post-purchase walk-through with customers

Get More People to the Desk

Thursday, Nov. 8
4:30 - 5:30 p.m.


Tony Gonzalez, Garage Composites

There are only two reasons why we can’t get more customers to the desk: either we didn’t ask them to come, or we asked, and they said, “no.” Either way, it simply didn’t feel right for either the sales person or the customer. The first step in analyzing what went wrong is knowing how many chances you had to sit someone down, and then look at the reasons it didn’t happen. When humans feel “right,” they are much more apt to go along. Learn how to help them “feel right” to get a customer to the desk. Then learn how to use the “sit-down” to convert more lookers into buyers. 

During this workshop, attendees will learn:
  • An explanation of the top reasons customers will not sit down
  • A true process that explains how to make it simple to ask a customer to sit down
  • Strategies to set staff up for success when transitioning from the presentation to the sit down

 FRIDAY, NOVEMBER 9

Compliance: Data Security in the RV Eco-System

Friday, November 9 
8:00 - 9:00 a.m.

Jim Ganther, Esq., Mosaic Compliance Services, LLC

The FTC Safeguards Rule requires RV dealerships to protect their customers' nonpublic personal information from unauthorized disclosure or access.  But is complying with the Safeguards Rule enough?  The unique demographics, usage patterns, and habits of RVers makes data security a greater challenge for dealerships, as well as other players in the industry.  This presentation will examine data security best practices, as well as the ways RV dealerships can be the key player in improving data security throughout the RV Eco-System. 

During this workshop, attendees will learn:
  • How to meet data security obligations for the dealership without breaking the bank
  • What the RV Eco-System is and why it exists
  • Ways to overcome unique data security challenges within the RV Eco-System

Compliance: Hot Topics in Compliance Today

Friday, November 9 
9:15 - 10:15 a.m.

Randy Henrick, Esq., Mosaic Compliance Services, LLC

This session will focus on hot current topics of primary interest and concern to RV dealers. Randy will discuss the Military Lending Act in light of the recent Department of Defense regulation that financing GAP or credit insurance takes the transaction out of the financing a secured vehicle exception and makes it subject to the MLA which precludes using a vehicle title as security. Randy will also discuss the implications of the "Me Too" movement on sexual harassment and the need for dealers to implement a comprehensive sexual training program including a zero tolerance policy on sexual harassment and a hostile workplace environment. Dealers can also expect to learn information on recent advertising enforcement actions by the FTC and the rules of the road for advertising in electronic media where the FTC has focused its attention in many recent advertising enforcement actions.

During this workshop, attendees will learn:
  • Implications of selling GAP and credit insurance to MLA covered borrowers
  • How to create a zero-tolerance policy on harassment and employee training program
  • Key reasons why dealers need to be careful texting with consumers