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. Workshops and speakers subject to change. 

WEDNESDAY, NOVEMBER 13

How Do You Present and Objection Handle with Tech Savvy Consumers? 

Wednesday, November 13
9:00 - 10:00 a.m.


Shawn Moran
, Brown and Brown Insurance

We will look at electronic presentations methods that are integrated with App One and your DMS’s to provide a fast and efficient online presentation experience for the customer in front of you at your location or 100’s of miles away communicating electronically with your store.  We will then learn how metric reporting can be used to set your F&I department up for objection handling during the delivery process and after.  Online sales don’t mean diminishing profits if you keep with the ever-changing times and evolve with new technology.  You will see leading edge F&I industry technology presented during this class. 

During this workshop, attendees will learn:
  • Presentation skills to show the product clearly, effectively and electronically without the use of a dot matrix printer  
  • Avenues to stay fully compliant with texting menus, email menus and video presentations embedded in e-menu’s 
  • How this technology links to AppOne for a fully integrated system presentation without much typing

F&I 2020: A Clear Vision for the Future of F&I

Wednesday, November 13
2:00 - 3:00 p.m.


Paul Sheldon, Protective Asset Protection


Are you still using the same F&I system you were in 1989? Customers today are not the same as 30 years ago and your system shouldn’t be either. It’s time for an upgrade. Bring your F& I Process into 2020 with effective presentations designed for today's customer and see your results and your customer satisfaction improve.

During this workshop, attendees will learn:
  • How to enhance your communication skills with customers from every generation
  • Six most important reasons customers have for owning your F&I products
  • Ways to integrate the F&I process across all departments of your dealership

Branding Your F&I Department Experience to All Generations 

Wednesday, November 13
3:15 - 4:15 p.m.


Shawn Moran
, Brown and Brown Insurance

We will develop a branded F&I experience for your dealerships clientele that shows you are electronic savvy but doesn’t lose the identity of your dealership that has taken many years to develop and perfect. During this walk through the modern F&I process, we will look at procedures on, during and after the day of delivery that maximizes F&I income and creates awareness on how protecting your RV is still the focus of and core concept of your F&I department without losing the identity of your dealership in the process.  

During this workshop, attendees will learn:
  • Ways to keep with the branding of your dealership
  • Communication skills through various formats including phone, cell phone, internet, texting and imessage
  • How to introduce CRM reporting to the F&I process and a follow up method after the sale that produces rewarding results
THURSDAY, NOVEMBER 14

SPECIAL SESSION: Super Lawyers Panel: Flying in Formation to Prevent Litigation II

Thursday, November 14
9:00 - 11:15 a.m.


Panel members: Rob Cohen, Scott Folkers, Chris Lowman, Harold Oehler and Brett Richardson as moderator.

One of the highest rated presentations in RVDA history returns. This training, which is continuously updated, will focus on the very latest litigation tactics used against motor vehicle dealers and how RV dealers can better partner with manufacturers to resolve customer issues and prevent litigation.  For the first time at RVDA, the “Super Lawyers” panel will include an in-house attorney from a major RV manufacturer.  All attendees will receive access to a free PowerPoint presentation that will help them train their service employees on how to prevent litigation.

During this workshop, attendees will learn:
  • The latest dirty tricks used against dealers in litigation and how to combat them
  • Practical strategies for partnering with your manufacturer to resolve customer issues and prevent litigation
  • Techniques for limiting time out of service
  • How to effectively respond to claims

"F&I," Does that Stand for Fairies or Imps?...No, the Money is Real

Thursday, November 14
2:00 - 3:00 p.m.


D.J. Stringer, Garage Composites


Just like fairies and imps, some people believe in F&I and others don’t. Those who do believe, get introduced to a magical world of profits that people who don’t believe can never even imagine. The profit that a structured F&I department and process can produce is like a fairy-tale come true. By the end of the workshop you’ll have an F&I Department Health Questionnaire and Prescription Form you can use to determine the current health of your dealership’s F&I department, and an action plan for improvement. 

During this workshop, attendees will learn:
  • The basic structure of a top performing F&I department 
  • Necessary components for success including required staffing and products
  • Statistics used to measure the performance of the department 
     

This is Not Baseball: Three Swings and You Are Not Out in F&I

Thursday, November 14
3:15 - 4:15 p.m.


D.J. Stringer, Garage Composites

Just like in a baseball game, there are a lot of statistics that we can talk about in the F&I game. However, unlike a batter in a baseball game, our F&I managers can take more than three swings when they have a customer pitching a string of “no’s.” The number of swings they are willing to take is the difference between having a F&I manager who is striking out on most of the products and one that is having a winning season. During this presentation, you will learn methods to increase your product penetrations through simple and consistent presentation methods. 

During this workshop, attendees will learn:
  • How to warm up for the opposing pitcher (customer)
  • When to swing the F&I bat 
  • How to take seven swings at an ESC sale 

Santa Clause and Extended Service Agreements: The Science of Using Stories in the F&I Office

Thursday, November 14
4:30 - 5:30 p.m.


D.J. Stringer, Garage Composites

I heard a kid say one time, “Santa isn’t real!” What? Santa still brings me presents every year so he must be real. Another time, I heard a customer say, “Extended Warranties are a rip-off!” What??? They must have some value because I get a huge claim check in my Service Dept and see lots of customers save BIG $$$. By the way, do you know why Santa decided to dress himself in red and white? How about why Santa leaves a lump of coal for the bad kids? How did stocking stuffers start? The stories that surround Santa and the Holidays are what makes Santa real for us, and we must use stories to make other things real, too…like ESC and GAP contracts. It’s no secret that stories sell and have been used to sell us things since childhood, but do you know why? It’s neuroscience! In this session, the participant will learn the secrets of the human brain and what makes a story work. We will explore how to use the secrets of science to make F&I contracts come to life for the customers. Participants will learn how to effectively create and tell stories that will increase their product sales. 
 
During this workshop, attendees will learn:
  • What an F&I story is and how to use story creation road map 
  • The components of an F&I story essentials checklist 
  • The importance of stories in F&I 

Compliance Update: Aggressive Regulators, New Risks and Harsh Penalties for Dealer Conduct

Friday, November 15
8:00 - 9:00 a.m.

Randy Henrick, Mosaic Compliance Services, LLC

In this 2019 compliance update, we will discuss: i) recent enforcement actions by the CFPB and FTC in new fields of dealer activity and the CFPB’s citing aftermarket products as a leading item of service member complaints; ii)  FTC and state Attorney General UDAP enforcement activity in other key areas including spot deliveries; safety recalls; privacy and safeguards; collection practices and repossessions; and advertising.  For advertising, we will review the legal requirements that regulators most frequently look for as well as enforcement actions to show things that regulators have cited in assessing whether an advertisement is unfair or deceptive; iii) increases in penalty amounts for UDAPs and other violations and examples of large penalties imposed on dealers. This presentation will review recent cases, pronouncements, and enforcement actions on both the federal and state levels to assist RV dealers in identifying conduct that may be out of compliance and particularly susceptible to regulatory enforcement or litigation.  State Attorneys General are empowered to enforce federal as well as state consumer protection laws against auto dealers and have been active in doing so. We will show who has been most active and discuss plaintiff attorney priorities in trolling for clients as well. 

 During this workshop, attendees will learn:
  • Best practices to comply with the new areas of focus on “regulation by enforcement"
  • How penalties for compliance violations have increased substantially
  • "Best Practices" changes to sales and F&I and how to document and protect your dealership if claims are made

Compliance Update: Aggressive Regulators, New Risks and Harsh Penalties for Dealer Conduct

Friday, November 15
8:00 - 9:00 a.m.

Randy Henrick, Mosaic Compliance Services, LLC

In this 2019 compliance update, we will discuss: i) recent enforcement actions by the CFPB and FTC in new fields of dealer activity and the CFPB’s citing aftermarket products as a leading item of service member complaints; ii)  FTC and state Attorney General UDAP enforcement activity in other key areas including spot deliveries; safety recalls; privacy and safeguards; collection practices and repossessions; and advertising.  For advertising, we will review the legal requirements that regulators most frequently look for as well as enforcement actions to show things that regulators have cited in assessing whether an advertisement is unfair or deceptive; iii) increases in penalty amounts for UDAPs and other violations and examples of large penalties imposed on dealers. This presentation will review recent cases, pronouncements, and enforcement actions on both the federal and state levels to assist RV dealers in identifying conduct that may be out of compliance and particularly susceptible to regulatory enforcement or litigation.  State Attorneys General are empowered to enforce federal as well as state consumer protection laws against auto dealers and have been active in doing so. We will show who has been most active and discuss plaintiff attorney priorities in trolling for clients as well. 

 During this workshop, attendees will learn:
  • Best practices to comply with the new areas of focus on “regulation by enforcement"
  • How penalties for compliance violations have increased substantially
  • "Best Practices" changes to sales and F&I and how to document and protect your dealership if claims are made

Cannabis Compliance and Everything In Between: Hot Topics in HR Compliance

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


Kelly Pinkerton, KPA

With the many regulatory changes that are constantly evolving, we will discuss how RV dealers can get compliant with policies such as employee drug use (cannabis in the work place), employee handbooks, to name a couple. Kelly will discuss the importance of not only getting your organization compliant, but how does your organization stay compliant. Helpful tools and best practices. Are employers ensuring that they're capturing signature acknowledgements from their employees on policies in the work place? Is HR related training being administered- if so, are they sure it's compliant? Dominating headlines this year was the threat of opioid addiction in the workplace. Addressing and managing drug use and drug testing will remain one of the most challenging issues for employers who are tasked with making sure their workforce is efficient and operating safely and productively going into 2020. We will also discuss preparing for workplace violence. Workplace safety is a hot topic that should be at the top of all employer's minds. 
 
During this workshop, attendees will learn:
  • Compliance rules with state and federal changes
  • Development and implementation strategies to stay compliant
  • Policies and training tools that are specific to new laws and regulations