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January 27, 2012
Want to Know
INDUSTRY NEWS IN THE LAST 24

Customer Satisfaction among Women Dealers: Take Note of Women Satisfaction Index

Throughout 2011, Women-Drivers.com took note of female experiences during dealership service visits and now lays it all out in their “Women Satisfaction Index.” Those dealers with a high score are recognized and marketed as Certified Women Drivers Friendly™.  Dealership were rated on a series of criteria that includes ease of scheduling appointment, estimate of charges prior to work completion, satisfaction with the work and being treated respectfully.

Women Drivers – Jan 26, 2012
J D Power Survey JD Power: Social Media Coverage Varies Among Automaker Websites

Recent Website Evaluation Study released by J.D. Power and Associates indicates that consumer satisfaction with automaker websites declines significantly as the sites attempt to adapt to computer and tablet access to social media. All automaker websites provide access, but some provide more convenience to users and provide more depth by integrating links to social media platforms throughout several site features.  Find out which sites did best!

PR Newswire – Jan 25, 2012
Hyundai Elantra Hyundai Sees Huge Profits on U.S. Elantra Sales

Hyundai Motor Co., South Korea’s largest automaker, reports a 38 percent rise in fourth-quarter profits based on sales of the Hyundai Elantra sedan, dubbed “Car of the Year” at the North American International Auto Show (Jan 9). Hyundai reports net income climbed to $1.8 billion October to December, deliveries increased 4.06 million in 2011 and 2012 vehicle sales are expected to climb 5.7 percent to 4.29 million.

Bloomberg – Jan 26, 2012
VIDEO: Resale Value
Video news that moves people and ideas
Doll_Tom_click
Doll_Tom_click Equity for their Next Purchase
TOM DOLL COO and CFO, Subaru of America
Root_Kevin_click Identifying and Fostering Advocacy
KEVIN ROOT Chief Product Officer, Dealer.com
Frank_Jake_click Automated Collection Technology vs. GPS
JAKE FRANK Founder and EVP, PassTime
Equity for their Next Purchase

Winning the Kelley Blue Book Resale Value award for the Subaru Outback for three years in a row enters into its marketing strategy for dealer advertising and its internet and digital advertising since it’s a valuable asset for Subaru owners.
VIDEO: OneCommand
  Stop Selling, Start Caring
 
It's time to stop selling, and to start communicating things of value to your community -- like schools and community events.

Click here to watch video
VIDEO: New and Used Cars
NADA Used Car Guide  

NADA's Jonathan Banks on New and Used Market Trends

2011 was another remarkable year for wholesale prices, which were up 4% for the year for vehicles up to five years of age. Cars had a 6% increase in December over a year earlier, vans were up 5%, utilities increased 3% and pickups 2%...

Click here to view...





Dealer Pain Points
BY NADA UNIVERSITY

dpp13 Website Hits and Misses

In baseball, a batter can't just have a good looking swing. He's actually got to hit the ball. It's the same with websites.

Click to watch a video explaining why you should regularly check your website's effectiveness.

dpp14 Cash Flow Giving You a Sinking Feeling?

You're making sales and showing a profit but the bank balance is close to zero or worse! If you're in choppy financial waters, then somewhere in the store there's a Bermuda triangle swallowing up cash and threatening to sink the dealership.

Click to watch a video on how to navigate around this common problem.

New IRS Ruling Benefits Dealers

The IRS recently decided that dealers don't have to capitalize certain costs and can instead "expense them," which is a major victory for car and truck dealers.

Click to watch a video explaining that most dealers will no longer face this exposure under the new IRS ruling.


Doing it Right
HOW-TO'S BY INDUSTRY EXPERTS
Google
10 Things Everyone Should Know About Google Places

By now, you’ve heard that you need to claim your Google Places listing and it’s easy to see why. Google Places is one of the easiest and cheapest (i.e. FREE) ways to promote your dealership online and help your website’s SEO.

Here are 10 things everyone should know about Google Places and how you can set your store apart from the competition.

1. Be consistent with your listing across the board. If your website lists your address as “Avenue,” don’t list your address on Google Places as “Ave.” Google doesn’t understand it’s an abbreviation.

2. List your local number.
As tempting as it may be to post a toll free number so you can gauge the effectiveness of your listing, you should always use your local number.

3. Add Photos. Google lets you add 10 photos. The first photo should be your logo. The rest of the photos should be of your dealership, showroom and customer lounge. Be sure to include specials, promotions and incentives as well and change them monthly.

4. Add Video. After you post your commercial on your YouTube channel, copy the link to your Google Places account. It’s one more place potential customers can learn more about your dealership.

5. Include Service and Sales Hours.
Google Places lets you add two sets of hours. Take advantage of this feature by posting your Service and Sales hours of operation.

6. Create Offers
. We know that your “Specials” pages are among the most visited on your website. Create service and sales offers within your listing and update them monthly.

7. List your Social Media links
. Under “Additional Details” Google lets you list other details about your business. This is a great place to promote your social media URLs.

READ the remaining tips by
Kate Frost, consultant with Kain Automotive. Kate can be reached at kate@kainautomotive.com or by calling 407-760-8072



Need to Know
SIGNIFICANT NEWS THIS WEEK

Ford FusionFord Expects Fusion to Grab Profits, Not Camry Sales Crown

Ford CEO Alan Mulally suggests he would like to see Ford’s stylish new Fusion sedan sell more units than Toyota’s Camry, although that will be a tough nut to crack. Ford’s Taurus sedan was the top-selling car in the U.S. from 1992 to 1996, and Mulally would like to place that kind of crown on the Fusion. More Fusions will be built with that goal in mind.
Device Shuts Down Cellphones While Driving

There is a new device called “Scosche” coming down the tube that will automatically shut off the driver’s cell phone if the driver is behind the wheel of the car – taking all the guesswork out of dodging parents and police for teens while driving. Manufacturer claims digital device prevents texting, emailing, the use of phone camera and other apps in the hands of the driver.
Car SalesJanuary TrueTrends: Shortest and Longest Days in Vehicle Inventory

TreuCar.com publishes January list of inventory trends among automaker brands, ranking the shortest and longest inventory stay before they sell for 2011 and 2012 vehicles.  On average, Large SUVs (86 days) and large cars and trucks stay on dealer lots longer, while subcompact cars (26 days) sell much faster. First 2012s off the lot indicate the Cadillac CTS Wagon and Hyundai Equus are hot!
Smart Thinking – Pass it On
AUTO DEALERS SALES & MARKETING
Ralph Mahalak Jr.
Monroe Superstore is Super Successful
Take Advantage of A OneCommand Case Study

By Ralph Mahalak, Jr.

Nothing succeeds like success, as they say.  And Ralph Mahalak, Sr. is very pleased with the success he has enjoyed at his Monroe Dodge Chrysler Jeep Superstore in Monroe, Michigan over the years. In 1991 Ralph Mahalak Sr. made the decision to retire and pass the family business, the Monroe Superstore, to his two sons, Ralph Jr. and JP Mahalak.

In 2005, Monroe Dodge enrolled in OneCommand’s multi-channel marketing suite of solutions enabling a comfortable, supportive atmosphere and more personalized interaction with their customers.

In 2010, OneCommand formed a partnership with Chrysler Digital that allows Chrysler, Dodge, Jeep and Ram dealers to take advantage of exclusive DMS Marketing programs and reduced pricing.  Read the full article...

Specifically, how does that work?  Says Mahalak:“Our personalized emails are well received, even passed around and shared. We collect more than 150 email addresses a month as their preferred method of communication. The email tool is not only a reflection of my staff and I, but it greatly enhances our promotions. Not a day goes by that I don’t receive an email reply from a satisfied customer. Thanks to DMS Marketing, we’re able to quickly and easily deliver customized messages that continue to bring customers in.”

Ralph Mahalak, Jr. Co-owner and Sales Director of the Monroe Superstore, can be reached at 888.768.3011.  Check out the OneCommand website to see what a great DMS Marketing program can do for you!




Dealer Compliance Issues & Answers

Exclusivity, Minimum Stocking Suggestions, Imaging-Oh My!

Sometimes it's factory reps visiting the dealers, sometimes it's mail-outs, sometimes it's regional meetings that involve a lot of dealers.

Click here to learn about the array of pressures that we are currently seeing factories put on dealers.


Buy-Sell Compliance: What You Need to Know

The buy-sell process is a difficult and time-consuming event.

So where do you start?

Click here for a helpful checklist of items you'll need to consider when executing a sale - so you can make sure you don't miss anything important.


Class Action Lawsuit Traps
With class action lawsuits, a minor oversight repeated across multiple customers can easily grow into a big source of risk and cost.  Here are 8 areas with the most frequent and severe claims:

• Truth in Lending Act (TILA):  Effective July 21st, the dollar threshold for consumer credit and lease transactions exempt from TILA and the Consumer Leasing Act was doubled to $50,000, meaning a much larger set of transactions will be subject to those rules. Under TILA, dealerships need to pay particular attention to backdating and hiding negative equity.

• Payment packing:  Nearly every attorney general in the U.S. has deemed this to be unlawful and deceptive; even if there is not a specific statute in your state, you can still be sued for it.

• Overcharging of government fees:
  Don’t assume everything your DMS spits out is automatically correct or legal. Some systems are better than others. Even a $1.75 new tire fee can add up to huge liability when multiplied by thousands of customers over several years.

• Lumping of government fees:  While this problem is often associated with California, specific itemization requirements for various government fees apply in other states too. Even practices permitted under TILA may actually be unlawful in your particular state.
 
• Prior vehicle history:  Dealerships that rely on vehicle history reports can run into trouble when it turns out there are errors or omissions in some reports. Attaching a disclosure or disclaimer to these reports is a good idea.

• Single document rule:  Not every state has this rule requiring that all obligations of both parties to a transaction be contained in a single document, but it can be a devastating action for violators in affected jurisdictions.

• Employment:
Key problem are as include pay plans, overtime, technician pay, service advisor exemption, and meal and rest period policies. If you don’t have written pay plans in effect for all personnel, you are already at risk.

• Non-disclosure of accessories:  This includes items like alarms, service contracts, GAP insurance and window etching.

This is an excerpt from Compli’s “Class Action Lawsuits” Webinar with Rob Cohen, Esq. of AAS and Aaron Jacoby, Esq. of Arent Fox, LLP. 
Click here to watch for FREE.




NADA 2012 NEWS & UPDATES
7
William Underriner




Meet Bill Underriner






William P. Underriner, 2012 chairman of the National Automobile Dealers Association, will address the NADA-ATD Convention on Sunday, Feb. 5, 2012 at 9 a.m. in the Las Vegas Convention Ctr., Exhibit Hall N-1
 
Underriner, 59, president and co-owner of Underriner Motors, Billings, MT., operates Honda, Hyundai, Buick and Volvo franchises, has served 3 terms as NADA treasurer and represents Montana’s new-car dealers on their board of directors. Underriner is a past member of the association’s Executive, Industry Relations, Dealership Operations and Membership committees. He’s also served as chairman of NADA’s Finance and Convention committees.

“I’m honored that my peers have elected me for this position,” said Underriner. “I look forward to the challenges ahead, and the unknown. You never know what can happen in the auto industry.”
NADA Logo



The NADA
   Story...

...began in 1917. Today, NADA represents nearly 16,000 new-car-and-truck dealerships with 32,500 franchises.

    • Representing all dealers on Capitol Hill, federal agencies, media and general public
    • Providing education and guidance on regulatory matters
    • Representing dealers interests with auto & truck manufacturers
    • Developing research data on the retail automobile industry
    • Offers employee benefit plans through its retirement services group, NADART
    • Offering extensive training programs to improve dealership business ops, sales and service practices via NADA University.

NADA Planning Guide

NADA Press Conference2
Press Conference Schedule
at NADA:

Auction Genius
1:00 - 1:45 p.m.
Room N233


Auction Genius will announce the release of software, which allows dealers buying at auctions to evaluate more vehicles in less time. Todd Kinzle, president and co-founder of Innovative Dealer Technologies, will share how Auction Genius’ access to instant information is transforming the auction buying process.  Contact: Todd Kinzle at 720.515.1534 or todd@auctiongenius.net.

DealerRater
2:00 - 2:45 p.m.
Room N235

Executives from DealerRater will unveil the winners of its 2012 Dealer of the Year award program recognizing the top dealerships throughout the U.S. and Canada for customer satisfaction based on online reviews posted on DealerRater’s site. Winners will be announced by brand category at both the state and national levels. One overall winner will be given the highest honors for outranking all other awarded dealerships.  Contact: Amy Rosenfield at 800.266.9455 x730 or amy@dealerrater.com.
 
 
Where to Go and What to See
CAN'T-MISS BOOTHS, SEMINARS, EVENTS AND MORE
DealerMine Selling Strategies
Turn Your Dust into Gold With DealerMine
888.289.7278

DealerMine provides a web-based service to help dealerships reduce their investment in slow-moving idle parts inventory. Since 2006, DealerMine has helped dealers liquidate millions of dollars in obsolescence and manage parts inventory more efficiently and profitably. DealerMine serves over 2,000 customers today and continually strives to provide exceptional, consistent and superior products and services that help automotive dealerships create and maintain a sustainable profit center. Be sure to visit our website for more information on new product introductions.

Visit us at Booth 3346 for a chance to win an iPad
Workshops at NADA
"Five Simple Strategies to Sell More Cars Now"

This is a true sales-management workshop highlighting often-overlooked but vital business practices. You will walk away with 5 easy-to-implement processes that yield immediate results.

In addition, you will learn how the role of sales manager has changed in the past few years, and what sales managers need to do to adapt and thrive in 2012 and beyond.
 
Schedule:
Friday: February 3 • 2:00 pm – 3:15 pm • Room N113-114
Saturday: February 4 • 10:30 am – 11:45 am • Room N223-226
Sunday: February 5 • 10:30 am – 11:45 am •  Room N201-204
DealerRater: For Premier Car Dealer Reviews
800-266-9455

DealerRater® is the #1 online resource for anyone seeking third-party information on car dealerships — offering dealers a Certified Dealer Program as a reputation management tool to help them grow their online presence and achieve higher SEO rankings. We provide the opportunity for web site users to search for car dealerships, read and write reviews, and find car deals through the site’s classified ads – all for free. We are dedicated to review integrity and screen all submitted reviews through a four step process to identify and remove fraudulent and incomplete submissions.

Visit us at Booth 2993 While at NADA!


Automotive Digest



Events & Webinars
Google
Webinar: Google Analytics 101 for Car Dealerships - Getting Started!

* Live February 9 *
Auto dealers and their Internet sales staffs are getting more sophisticated in being able to drive customers to their own Websites and through their own sales funnels. A key to sharpening this skill to the next level is an understanding of how to access and use Google Analytics. Glenn Pasch, COO at PCG Digital Marketing, tell you how to do it.
Consumer Bankers Association
Event: Consumer Bankers Association LIVE 2012

* March 19-21 in Austin, TX, *
This three-day event gathers top executives from the retail banking industry to share the expertise and insight you need to survive in this ever-changing environment.
Intelligent Vehicle
DRIVING TECHNOLOGY IN AND AROUND THE VEHICLE
Robot driving car
Mercedes and Google Test Out Self-Driven Cars

Mercedes-Benz has developed a few onboard technologies for accident prevention and efficiency, while Google has been testing a fleet of self-driving cars


Self-driven, robotically controlled cars are coming soon to your driveway. Wired magazine dug into a few of the new technology trends that are part of what it labeled the “ultimate self-driving machine.” Some of it has already been put into place by Mercedes-Benz. Google is also pushing the edge of the envelope by developing a fleet of self-driving cars that have put a lot of miles on California roads for testing.

Mercedes’ Distronic Plus accident-prevention system includes units on the rear bumper that can trigger an alert when something is in the car’s blind spot. Mercedes also makes Night View assist that uses two headlamps to beam invisible, non-reflective infrared light onto the road ahead, bringing illuminated images to the dashboard display. Mercedes’ prototype Stereo Vision system uses two windshield-mounted cameras to build a real-time 3-D image of the road ahead, spotting potential hazards like pedestrians and predicting where they are headed.

Google uses Velodyne’s rooftop Light Detection and Ranging system that generates a point cloud and gives the car a 360-degree view. Google also applies a positioning system from Applanix, and its own mapping and GPS tech. For safety, wheel encoders provide wheel-mounted sensors that measure the velocity of the Google car is it maneuvers through traffic.



Hitting the Links
DAILY CLICKS TO INCREASE DEALER REVENUE & PROFITS

Passtime USABHPH Dealers Benefit with Peritus and PassTime

Over 2,500 PassTime auto dealers will have direct access to the Peritus Portfolio Programs with specialization in the purchasing of open Chapter 7 and Chapter 13 bankruptcy accounts. “The ability to provide access to a finance company that specializes in buying bankruptcy portfolios will be another valuable addition to the array of solutions PassTime offers its customers” said Chris Macheca, executive VP of operations for PassTime. For more information, please visit passtimeusa.com or call 877.passtime.
DealerTrack logoDealerTrack Debuts Dynamic SmartFind

Traditional inventory searches have been a stumbling point because they don't link directly to current inventory at a particular dealership. The DealerTrack SmartFind solution will integrate fully with the dealer's existing online vehicle and inventory workflows to deliver timely and more accurate vehicle availability information and the ability to compare inventoried vehicles. For more information about the SmartFind online inventory search solution, visit this link. SmartFind will be on display in the DealerTrack Booth (#1751) at the upcoming NADA Convention and Expo.

DealerRaterDealerRater Continues Rapid Growth, Expands Management Team

With rapid growth in both car dealer review count and Certified Dealer membership, DealerRater bolsters its senior management team with two automotive industry veterans to lead global strategic sales and business development efforts. Brett Lippel and Angelica Jeffreys join its executive team as Senior Vice President of Sales and Business Development and Director of Business Development for the U.S. and Canada. For more information call 800-266-9455, visit dealerrater.com or visit Booth #2993, at the 2012 NADA & ATD Convention and Expo in Las Vegas, Nevada on February 4-6, 2012.


In the Service Lane
BRINGING SALES INTO SERVICE AND SERVICE INTO SALES
Super Spare
Super Spare Tire Repair Takes Awards at SEMA

A roadside emergency tire repair and inflating system got a lot of attention at SEMA 2011 in Las Vegas. Super Spare Tire Repair took three Global Media Design Awards at SEMA 2011 in November.

The product seals the tire and inflates in two minutes. Super Spare's sealant is latex based, safe for tires, and works on any pneumatic tire and numerous other products. It offers the security of never being left flat, regardless of location or type of vehicle: classic car, truck, 4-wheeler, bicycle, motorcycle, motorhome and boat trailers, all can be serviced and put back on the road.

Click here to read about its three easy steps for tire repair.
Getting on the Green
ENVIRONMENTALLY RESPONSIBLE DEALERSHIPS AND OEMS
NHTSA Chevy Volt
NHTSA Closes Investigation of Chevy Volt Fires

National Highway Traffic Safety Administration has closed its investigation of the Chevy Volt’s potential safety hazard. The agency has found no “discernible defect trend exists” in the Volt’s battery pack, which had raised concerns after catching fire several days after crash tests. NHTSA believes GM’s new modifications reduce the potential for “battery intrusion resulting from side impacts.”

The agency also stated that no real-world crashes have resulted in any battery pack fires in Volts, which may have been done to quell an upcoming House hearing called, “Volt Vehicle Fire: What did NHTSA know, and when did they know it?”

The scrutiny stems from a Volt catching fire last June three weeks after a crash test – a NHTSA side-impact crash test, turned 360 degrees on a rotisserie and then stored in an open yard. Months later in lab tests to replicate the first incident, another pack caught fire and a second one emitted sparks.

GM repairs will begin in February, and the modifications are already incorporated into all Volts assembled this year at the Detroit-Hamtramck plant.



Dealer Resources
ActivEngage
Imagine what would happen if your leads doubled in the next month.
  Cobalt
Explore the automotive industry's most comprehensive suite of integrated solutions for digital advertising.
  NADA University
One Sources, Endless Possibilities, 24/7.
Ameritag
Providing license and title services for dealers.
  Compli
The industry's leading HR & Compliance Management solutions provider.
  OneCommand
Deliver customer solutions that are second to none.
Auction Genius
The ultimate heads-up display for online auto auctions. Provides a whole new level of confidence when buying cars online -- buy more of the right vehicles for your inventory.
  DADS, Inc.
Driving your dealership to the next level.
  PassTime
Payment Assurance & GPS Tracking technology designed to protect your assets.
Autobytel
Looking for the Best Leads in the business?
  DealerRater.com
Helping dealers manage their reputation.
  ResponseLogix
Rapid mutli-vehicle price quotes and on-going lead management solutions.
AutoRaptor.com
The solution to your CRM dilemma and building long lasting customers.
  Dealer.com
Turn-key automotive Internet marketing on one platform.
  ShipCarsNow
Your authority for Nationwide Auto Transport.
AutoTrader.com
Partnering with AutoTrader.com alone gives your inventory unparalleled online exposure. 
  Dealers United
Dealers United is the first service to truly leverage the buying power of privately-owned dealerships and act as a conduit for smaller stores to compete with conglomerates. Become a member at no charge at www.dealersunited.com
  SOCIALDEALER
SocialDealer is a social media management company that provides the industry's only complete solution to help you manage your social profiles, reputation, content, and engage with new and existing customers.
AutoUSA
AutoUSA Internet Sales Solutions brings the best-in-class tools to increase Internet sales and lower costs for automotive dealerships.
  Digital Air Strike
Digital Air Strike is the fastest growing automotive social media and reputation management company for a reason. Real people with real expertise deliver real results for top dealers nationwide. It's time we do the same for you.
  Thrifty Car Sales
Find out what Thrifty Car Sales Franchise Opportunities can do for you.
Cars.com
Build on your success with Cars.com's DealerADvantage program.
  Fiserv
Fiserv offerings address every step of the automotive lending process.
  United Road
United Road is the premier auto transport company in North America - managing the transport of nearly 2 million cars every year.






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