Fixed Operations Education Workshops

Workshops in the Service and 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. 

Workshops and speakers subject to change. 

WEDNESDAY, NOVEMBER 7

Service and Parts Selling Skills 

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


Valerie Ziebron, VRZ Consulting

Are you maximizing sales opportunities at the service and parts desks? Do your service and parts advisors have strong skills in uncovering customer needs and hot-buttons, overcoming objections and asking for the sale? The types of training drilled into your sales team rarely makes its way to the shop. Yet, service and parts advisor positions are sales positions – with extra challenges since they are often working with unhappy customers and talking about technical mumbo-jumbo that the customer may not understand. This workshop highlights some of the key selling skills utilized by top service and parts counter workers from dealerships of all sizes. And as a special bonus, attendees will receive tips on ways to maximize sales that don’t take much time or effort and how to keep the shop busy in the slower season.

During this workshop, attendees will learn:
  • Selling skills that are tailored for the service and parts counters
  • Techniques to get customers to better understand and trust what we are suggesting
  • Ways to grow customer loyalty and increase your hours per repair order or parts/accessory transaction

Shops That Have Fun Get More Done

Wednesday, November 7
10:15 - 11:15 a.m.


Valerie Ziebron, VRZ Consulting

Is your dealership a fun place to work? Does your team come to work energized, creative and motivated? We certainly sell fun, but the more we incorporate being a fun place to work, the easier it is to attract and keep top talent - and the easier it is to achieve higher goals in CSI and profitability. It starts with management making a culture shift. This workshop will show you why it’s important to embrace more fun, how to get the party started, and how to keep it going. Dealers will also learn about sample best practices that have worked for other dealerships.

During this workshop, attendees will learn:
  • Compelling examples on how fun can become a strong competitive advantage that fosters impressive financials
  • Easy-to-apply ways to invite your team to lighten up (even the negative one you think will never come around)
  • Sample play-sheets to help get more engagement, creativity and ideas that will fit with your teams’ dynamics

Upgrade to a Modern RV Store

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


Raymond Padgett
, ARC Representation

In this session, we will discuss the four key elements to upgrade in your dealership store that will give it an appropriately modern look. Elements include displays and what to look for in an effective supplier display. Organization and how to organize your store for better flow and increased sales. Dealers will get ideas on how planograms should be used to utilize supplier-based planograms. Raymond will also discuss how electronics can be helpful sales aids and what types of videos and other electronics dealers can incorporate in the store. 

During this workshop, attendees will learn:
  • How to make the most of supplier displays and planograms
  • Best ways to organize the store for maximum customer interaction and sales
  • Digital sales aids that work best for your individual store

Driving Shop Efficiency with Process, Procedure & Communication

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


David Foco, A World of Training

Too many times we refer to our "shop or tech efficiency" as being controlled by our technicians, and they just need to work faster and or smarter. In some cases, this may be true. In this workshop, David will not only cover the participation needed with the technicians, but the processes, procedures and communication that is needed with the entire fixed operations team daily to maximize our efficiencies. The practices that will be outlined are "real life" opportunities and or ideas that impact your shop's performance and can be taken back to your dealership and implemented.  

During this workshop, attendees will learn:
  • Real-life job description for a shop foreman/dispatcher and hiring practices for this position
  • Common mistakes made in under-performing shops
  • Processes for getting the technician buy-in with administrative support

Building Customer Loyalty in Service 

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


Valerie Ziebron, VRZ Consulting

Do you have any customers who are really loyal to you? Chances are good, they refer other customers to you and are easier to work with than a new customer you have little or no history with. This interactive workshop will look at what can be done at the service and parts counters to foster loyalty. Often it doesn’t take much more time and the effort put in pays big dividends on future visits.

During this workshop, attendees will learn:
  • What customers are looking for in a service department they can call ‘their shop’
  • Effective, simple ways to provide customized service and competitive advantages
  • Best practices that master advisors have used to build loyal fans

THURSDAY, NOVEMBER 8

Selling in the Parts Department

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


Raymond Padgett
, ARC Representation

Many people who work in the parts department view their jobs as purchasing and inventory management.  While inventory management is certainly an important aspect, the real job of parts personnel is to sell the parts and accessories. We will discuss the four key elements to establish or enhance parts and accessory sales. These include engaging the customer properly to understand their needs and wants in an RV. Dealers will get tactics on how to provide options for customers in order to up sell the products while improving the customer's overall experience purchasing an RV.

During this workshop, attendees will learn:
  • How to effectively sell products to retail customers in a personal, one-on-one manner
  • Keys to engage the customer effectively to gather pertinent information for customer needs
  • How to improve the customer's RV buying experience

Service Selling Process - Increase the Profit of What’s Already on Your Lifts

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


Jordon Schoolmeester, Garage Composites

If an RV isn’t sold today, you can try again tomorrow. However, if you don’t sell all your available labor hours, we’ve lost that revenue forever. In this workshop, Jordon will discuss how dealers can successfully add more hours to every invoice. This seminar will also focus on the science of selling and how this process can be engrained into the conversation of every service writer/advisor. It’s time to get more than just the low-lying fruit. 

During this workshop, attendees will learn:
  • Sales processes built specifically for the service department
  • An understanding of the psychology of selling
  • Ways to create relationships in the service department to ensure future business

Technician Efficiency: Keeping Your Surgeons in Surgery

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


Jordon Schoolmeester, Garage Composites

The surgeon doesn’t roll in his own patient, he doesn’t administer the anesthetics, he doesn’t stage the scalpel, forceps or gauze and he certainly doesn’t clean the bed pan during recovery.  The surgeon’s tasks are extremely specialized so that the less complicated tasks can be accomplished by nurses as the surgeon goes on to help the next patient.  In our case, the technician’s labor hours are the most profitable product we sell.  Just like a hospital, we must optimize the technician’s time to produce cash flow that is the lifeblood to the dealership.  This seminar will give you the tools to run your service department like an operating room.

During this workshop, attendees will learn:
  • Role specific tasks in the service department
  • How to build appointments and schedules
  • Templates for morning meetings and nightly preps

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

Relationship Selling in Parts and Accessories

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


Jordon Schoolmeester, Garage Composites

Everyone has “got a guy”, need a plumber…I got a guy, need your car fixed…I got a guy. How do we become somebody’s “I got a guy” for parts and accessories? Relationship selling is not just for the sales department, we need to be creating relationships through understanding people and their motivation to be in the department. This session will look at the characteristics of your parts and accessories employees, what a good "greet" looks like and how you drive purchases specifically toward the customer. Our parts and accessories sales process is proven to create relationships by building an experience for the customer. 

During this workshop, attendees will learn:
  • How to identify techniques for relationship selling in fixed operations
  • Actionable sales process specifically built for the parts and service departments
  • Important factors for a high customer satisfaction rate in all areas of the dealership

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