Table of Contents
10 Do You Believe in the 1.2 Factor?
Consumers visit 18 online sites but visit only one or two physical dealerships. Using video on your website is the key to bringing them into your store.
12 How to Anticipate and Handle Objections
First, remain calm -- objections mean customers have paid attention to the sales presentation.
13 Defusing the Irate Customer
Dealing with a customer complaint is frequently more about validating the person's emotions than the actual problem.
14 The Lost Art of Motivation
Sometimes, the best motivator is the oldest -- fear.
15 The Prime Number in Service
Figuring out technicians' productivity levels is one of the first steps toward service department profitability.
16 Fixed-Ops Employees Affect Repeat and Referral Business
The emphasis has always been on the sales staff to maintain customer relations for repeat and referral business, but the fixed-ops staff actually has a greater role.
18 Selling More at the Parts Counter
Tweak the physical layout -- and the counter person's script -- to increase parts revenue.
28 Matching Trucks to Trailers Is Top RV Safety Issue, Says RVSEF's Cannon
Changes in trucks, increased RV weights, and an abundance of incorrect info on the Internet have made it harder for consumers to properly match models, says RV Safety Education Foundation Executive Director Walter Cannon.
30 Society of Certified RV Professionals Interview with Mark Scott
Shop foreman Mark Scott of Jamatt RV in Poteau, OK, says training and certification make the difference between struggling to make a repair and knowing exactly how to do it.
32 Sports Illustrated Tailgate Tour Presented by Go RVing Is Underway
Go RVing helped introduce college football fans and other consumers to RV travel and camping as it toured top college football matchups this fall.