Parts Education Workshops

Workshops in the 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 8

Managing Parts Inventory: Not Your Common Parts Inventory Challenge

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


Mike Nicholes
Mike Nicholes Capital Management

RV parts departments have some very distinct differences with those of Auto and HD Truck. It is important that the parts manager and the dealer principal are able to measure and control all aspects of the parts inventory in order to fulfill the highest degree of availability, on demand, to the service department, while at the same time controlling the size of the investment and controlling obsolescence in the parts inventory. Following some well established principles in the proper management of the inventory with a good and fully developed Dealer Management System (computer system) the manager of the parts department can increase availability and decrease obsolescence with a manageable investment.

During this workshop, attendees will learn:
  • How to control the 'life cycle' of a part
  • How to increase availability to the service shop
  • Simple steps to decrease obsolescence in the parts department

Turning Customers from Upset to Loyal

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


Valerie Ziebron
VRZ Consulting

Workshop preview

How does your team handle upset customers? Chances are some do better than others, but as the saying goes: ‘You are only as strong as your weakest link!’ It is critical that we train every member of our team in the proper way to resolve customer conflict – and why it is so vitally important. Statistically, customers are more loyal to businesses where their issues are resolved well. This doesn’t mean giving the customer everything for free – in fact that can do more danger. Using good communication skills are key but it can be a challenge when tempers are flaring. This workshop will provide management with easy training tools that are effective for resolving conflict with customers. All of the material covered in this workshop is also useful in resolving internal dealership conflict as well. 

During this workshop, attendees will learn:
  • Tried and true ways to resolve conflict with customers and co-workers
  • Ways to not take conflict personally 
  • Technology tips for text, e-mail and phone resolution 

The RV Dealership vs. The Online Merchant

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


Mike Nicholes
Mike Nicholes Capital Management

During this 60-minute workshop attendees will learn tips and strategies for successfully competing with online merchants. Mike Nicholes will explain why clutter in the marketplace presents a golden opportunity for your dealership to stand out.

During this workshop, attendees will learn:
  • Why the ‘battle’ is one of ‘perception’
  • How to determine what your customers really want
  • The importance of communicating your differences

Better Communication for Better Dealership Results

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

Pete Smith
SmithImpact

Workshop preview

If 100% of communication is comprised of body language, tone and words, why do we still experience such an enormous amount of poor miscommunication? Perhaps it's because we fail to acknowledge, address, or assess what's not being said in a conversation. Because much of our communication is expressed beneath the surface, it’s important to recognize how we are influenced by what we see, hear and say, and understand how we (and others) interpret that information. Our beliefs, experiences, judgments, and expectations heavily influence the way we communicate, yet those are aspects not frequently explored in our communication effectiveness. If we’re going to connect with people on a different, more meaningful level, then it’s important to meet them beneath what’s visible on the surface. This is not your ordinary session on communication. It is challenging, educational, and entertaining as we explore the dynamics of human interaction.

During this workshop, attendees will learn:
  • The difference between content and context of communication, and why context is key
  • How to identify the role of confirmation bias in how we listen and how we interpret information
  • How to avoid phrases that create negative emotions and reactions in others 

THURSDAY, NOVEMBER 9

Refresh and Repeat: 10 Secrets to Keeping Your Store New and Exciting

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


Linda Cahan
Cahan & Company

Blow the dust out of your store and give it fresh appeal – affordably. Learn 10 secret (and easy!) ways to create a new feeling in your existing space and keep customers coming back to see what’s new. Then, learn how to keep refreshing on an ongoing basis to make your store feel new all the time. It’s a “refresher course” you can’t miss.

During this workshop, attendees will learn:
  • How to give your store a face lift without breaking the bank
  • How to focus on focal areas to create better customer flow around your store
  • To get touchy feeling: how to use sensory merchandising to encourage more sales and customer retention

Turning Customer Craziness into Sales

Thursday, November 9
10:15 - 11:15 a.m.


Linda Cahan
Cahan & Company

Understanding the psychology of what people respond to will help you give customers what they want. What gets people to buy from you instead of your neighbor or the big box down the street? How and why people buy starts with the experience they feel when they see your store. Learn how to increase the positive experiences for your customers using the knowledge of how they shop, how they’d prefer to shop and what simple, affordable and small things you can do right now to increase your sales and your customers positive perceptions of your store.

During this workshop, attendees will learn:
  • How customers prefer to shop and how you can make that happen in your stores
  • The No-no’s that turn people off from shopping you more than once
  • Everyday attitudes that can make or break your RV business

Making Your Store a Profit Center

Thursday, November 9
2:00 - 3:00 p.m.


Garry Weaver
DRG - Dealer Resources Group

Too many dealers spend too little time merchandising their parts and accessories. Join Garry Weaver as he shares actionable best practices for merchandising your store for increased customer satisfaction and higher profits. Garry has been involved in hundreds store sets in the RV industry and will share many of the secrets he uses to drive sales into RV dealerships. He will explain how using end caps for feature items and setting product will drive sales in your dealership. He will discuss store sets that are custom to each dealership based on the OEM units carried by the dealership. Garry will also show real world examples of successful store sets and resets that Dealer Resource Group has installed throughout the country.

During this workshop, attendees will learn:
  • Real world examples of end-caps and store sets 
  • Best practices for driving sales in parts
  • Merchandising for higher profits in parts

Do You Have Order Takers or Sales People in Your Parts and Service Departments?

Thursday, November 9
3:15 - 4:15 p.m.


George Dans
The George Dans Group

Every customer who brings in his RV or comes into the service or parts department is an opportunity to up sell while at your dealership. Why not train your staff to up sell and develop their professional selling skills so they have the best opportunity to increase sales and service so that each of your departments can be more profitable. You need salespeople, not order takers. In this high energy workshop, George will show dealers five basic selling skills that you can take back to your dealership and improve your service and part's business immediately!

During this workshop, attendees will learn:
  • 5 of the easiest basic selling skills to bring back and use
  • Why you need to track and forecast everyone's performance
  • How to get your service and parts team to work together and improve proficiency!

Parts Processes that Boost Your Service Sales

Thursday, November 9
4:30 - 5:30 p.m.


Ken Barnes
DealerPRO RV

This workshop will uncover the opportunities for improvement that exist in your parts operation and define specific processes that lead to increased sales in your RV service and parts operation.  Here are just a few of the takeaways from this session: define the primary mission of your parts department. Then, we will identify opportunities for improvement in special order parts, delivery, profit margins, parts pricing and more.

During this workshop, attendees will learn:
  • How to adopt consistent processes that lead to increased sales
  • Ways to improve technician and shop productivity
  • Effective communication with your service team

FRIDAY, NOVEMBER 10

Compliance: 2018 Compliance Outlook

Friday, November 10 
8:00 - 9:00 a.m.


Randy Henrick
Mosaic Compliance Services, LLC

The FTC, CFPB, and State Attorneys General have increased enforcement actions, assessed large penalties for aftermarket product selling practices, and increased their investigations of aftermarket selling in supervisory and compliance examinations. This workshop will cover many of the current and most pertinent details regarding these issues. The lack of dealer due diligence in vetting third party product providers has been a recurring theme as has been the ability to justify price in relation to a product's value to the consumer. Friday's compliance session will include ways to protect your dealership and stay current.

During this workshop, attendees will learn:
  • What federal and state regulators are focusing on for enforcement actions
  • Key legal areas of attack and how to select and sell aftermarket products
  • How to build a policy and implement best practices to position your dealership:

Compliance: CFPB-Proof Your Dealership

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


James Ganther, Esq.
Mosaic Compliance Services, LLC

Workshop preview

The Consumer Financial Protection Bureau expects RV dealers to have both a Fair Credit Policy and Program and a Compliance Management System in place. While accurate data are unavailable, anecdotal evidence suggests that many RV dealers do not meet either one of these mandates. Rather than a lack of good will, a lack of understanding is probably behind this deficiency. This workshop is intended to fill that gap. We will use the NADA Fair Credit Policy & Program as an example of one approach to the fair credit issue, but also discuss slightly different approaches that may more closely fit the unique circumstances of RV dealers.With respect to Compliance Management Systems, this workshop will identify the four specific elements the CFPB expects, as well as how to practically implement them without undue financial or procedural hardship.

Attendees will be provided a checklist that itemizes the requirements covered in the workshop. This can be taken home and immediately serve as a practical measure of how the dealership is doing in those two areas, and exactly what still needs to be done.

During this workshop, attendees will learn:
  • What the CFPB expects your dealership to do with respect to compliance
  • How your dealership can accomplish compliance effectively and efficiently
  • The consequences if your dealership doesn't take action