March 2019 Issue of RV Executive Today

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Table of Contents 
10  Used Travel Trailer Prices Up 7.7% in 2018, Fifth Wheels Stable
The shortage of new travel trailers on dealers’ lots in late  2017 could explain why prices for used travel trailers were higher in 2018.
12  NADAguide’s Top Researched RV Brands
The latest quarterly results show Winnabago continues to lead in Class A and Class C motorhomes, while Keystone continues its lead in the standard hitch and fifth wheel markets.
14   Measuring Customer Loyalty and Satisfaction
Your customers may be satisfied with their dealership experience, but how likely are they to recommend your business to others? A special study of RV customers conducted by CSI Inc. shows it takes more than mere satisfaction to retain your customers and elicit their positive word-of-mouth advertising.
16  Customer Complaints: Myths versus Reality
Trying to reduce the number of complaints your managers hear about is a bad idea. Here’s why.
20  Service Department Hacks: Tips and Scripts for Creating Lifetime Clientele
The sales department makes the sale, but the service department helps retain the customer. Ensure everyone in the service lane is treated well with these techniques.
22   The Give and Take of Interviewing Job Candidates
Both applicant and employer have to sell themselves to each other. Don’t drive off good candidates with bad interviewing habits.
23    RV Certification Week
24    RV Learning Center Education Sessions at RVX