News from RVDA Canada
Newsletter
News Highlights 2017-2018 NTP-Stag Canada RV Technician Bursary Recipients 2018 Canadian Dealer of the Year - Call for Nomination Extended Hurry! Registration Discounts will end soon for the 2018 RV Dealers International Convention Provincial/Regional RVDA AGMs / Golf Tournament
Inside this issue: 2018 Canadian Dealer 3-7 of the Year - Call for Nomination Deadline Extended 2017-2018 NTP-Stag Canada RV Technician Bursary Recipients
1011
2018 RV Dealers International Convention/ Expo Updates
1214
Provincial/Regional RVDA AGMs / Golf Tournament
15
Selling More at the Parts Counter
1617
Baseline Article on Improved Credit Card Processing
1819
Did you know about the RV Careers website?
2425
Newsletter
August 2018
Page 2
Dear Members,
Newsletter
I trust everyone had an excellent and busy summer selling season! As summer begins to wind down, it’s time to start putting in place your fall training and employee development plan. The industry boasts many different opportunities some of which can be found on the training calendar at http://rvtrainingcalendar.com/.
dynamic, real world training environment encompassing both in-dealership and classroom formats including Half-Day, One Day, Two Days, Three Days and Five Days programs. Their training team includes over 30 certified professional coaches who will work closely with your F & I departments increasing profitability and employee satisfaction. A list of workshops is always featured in our bi-weekly RV Express electronic bulletin.
Of course, in November we will co-host the RV Dealers Convention Expo in Las Vegas. If you have not attended this event in the past, I highly recommend that you give it a shot. Many of our dealer members have told us that it truly is the premiere educational event of the industry. This year’s convention will be featuring over 20% new speakers and there will be some very exciting and innovative learning opportunities for our members. Bring your key staff so that they too can gain the knowledge required to take your business to the next level.
I would like to highlight that the RVDA of Canada continues to support education and training in other manners as well. Earlier this summer, the RVDA of Canada awarded $12,500 in bursaries to RVDA RV Service Technicians across Canada. The bursaries, s ponsored by NTP-Stag Canada, valued at $1000 and $1500, were created to recognize outstanding achievements by students with serious interest and desire to succeed in the RV industry. We would like to thank all of the applicants for their submissions.
If your technicians are looking for additional supplier supported, hands-on training, then the 2018 Trouble Shooter Clinic (TSC) in Saskatoon is a wonderful opportunity for them. The TSC will run from October 29 to November 2. Tr aining will be pr ovided by the following: DC Power; Lippert Components; Dexter; Suburban; Horizon Global and Truma. The cost per registrant is $1,050 + GST. RVDA of Canada will offer a tiered rebate based on registrations with a maximum rebate of $1,550 per RVDA member location. Space is very limited with a capacity of 45 participants. Register early to ensure your technician has a seat. If you are looking for some high quality training for your business office then make sure you attend some of the workshops presented by iA-SAL. iA-SAL offers
I would like to remind all of you that Go RVing Canada is still accepting entries for its 2018 Wildhood Photo Contest to pr omote the Br ing Back Wildhood campaign. Please remind your customers of this opportunity and encourage your campers across Canada to share their Wildhood adventures! From June until the end of September, we have been asking RVers across Canada to submit and share their best RV Camping photo via the photo contest landing page and/or on Instagram using hashtag #WildhoodPhotoContest2018. Full contest details, terms and conditions and to enter can be found on the contest landing page at www.gorving.ca/photocontest. Warm regards, Jean-François Lussier, Chairman of the Board RVDA of Canada
Newsletter
Page 3
Page 4
Newsletter
Newsletter
Page 5
Page 6
Newsletter
Newsletter
Page 7
Page 8
Canadian retail sales statistics are now available for both motorized and towable recreational vehicles. These statistics will allow dealers to better manage the inventory on their lot by knowing which units are selling in their area, which price points are attracting buyers as well as knowing the local trends affecting their marketplace. The RV retail sales statistics compiled by Statistical Surveys Inc. are the result of matching manufacturer VIN numbers with RV registrations. The RVDA of Canada endorsement agreement includes free access for national monthly figures only, for members only. Going forward, these figures will be published in the RVDA of Canada bimonthly newsletter and archived at the “RV Statistics / National RV Sales” link on the member side of www.rvda.ca. This information is copyrighted to Statistical Surveys Inc. and for your use only, not for distribution. In order to protect your endorsement benefit, please honour that confidentiality. To purchase more detailed statistics – by province, region or city – please contact Scott Stropkai of Statistical Surveys Inc. at 616-281-9898 ext 128 or sstropkai@statisticalsurveys.com. To learn more about Statistical Surveys Inc., visit www.statisticalsurveys.com.
Newsletter Page 25
Elite Insurance Company is a subsidiary of Aviva Canada Inc., one of the leading Property and Casualty insurance groups in Canada which provides insurance protection to more than 3 million Canadians. Aviva Canada is on a mission to change insurance. "At Aviva, we listen to our customers' views and opinions because by listening and acting on your feedback, we become better at what we do. We want Aviva customers to feel they are being treated as people, not as a number. We want our customers to be confident and comfortable that they have the right insurance to cover their needs. And we want our customers to have a positive experience at Aviva. We've already started the change by introducing our claims service satisfaction guarantee which you can learn more by visiting www.ClaimsGuarantee.com Elite Insurance Company is Canada's largest insurer of specialty personal insurance products since 1954, covering recreational vehicles, mobile homes, antique & custom cars and pleasure crafts. To learn more about Aviva Elite and their mission to change insurance visit their website: www.avivacanada.com Aviva Elite
Newsletter
The Quarterly Economic Review is intended to deliver a comprehensive look at the economic indicators affecting the RV industry in Canada. These products are intended to provide members with current economic information, which can assist them in gaining insights into the changing economic dimensions of the RV industry and the economy at large. Download this report on RVDA of Canada member site under Member services / Industry Relations tabs (login required)
Page 9
Page 10
Newsletter
2017-2018 NTP-Stag Canada RV Technician Bursary Recipients RVDA of Canada is pleased to award eleven bursaries valued at $1000 each and one bursary at $1500 for the 2017-2018 NTP-Stag Canada RV Technician Bursary program. The bursary selection committee members reviewed all the applications with great pleasure and was given the difficult task to award just twelve bursaries. Rob Edwards, Director of Sales of NTP-Stag Canada, congratulates all the recipients on their achievements. "To all who strive to improve and expand their personal understanding of the motorhomes, travel trailers, fifth wheels and tent trailers our industry sells and services, NTP-Stag Canada commends your commitment. Collectively, we all strive to better serve the RV enthusiasts. Your focus on your professional development and technical expertise aligns perfectly with our service mission to support ongoing training in the RV market. We appreciate and understand the value that technical training brings to enhance the customer experience along with improved efficiencies that trained employees bring to your business. To the individuals that participate in these programs, the RV dealerships and Dealer Principals that support them, we applaud your commitment. Congratulations to all the 2017-2018 RV Technician Bursary Recipients!" The applicants were asked to outline what attracted them to work in the RV industry, describe situations where they were able to quickly think on their feet and how they think the RV service technician trade differs from other trades. The passion the applicants have toward their day-to-day work and how much they enjoy what they do on a daily basis were strongly conveyed. I believe what sets the Recreational Vehicle Service Technician trade apart from other trades is the diversity in tasks that the tradesmen and apprentices are able to perform. From my experience, this is a very unique feature. $1500 Bursary recipient Edward Hartigh What I enjoy the most is the feeling I get after successfully completing a task that at first seemed impossible, the one that is not common and takes some deep thought, a good plan and occasionally some skill as a contortionist to accomplish. $1000 Bursary recipient Shawn Arcand I
electrical system‌it is the one aspect of the job that allows me to use critical thinking skills, and to some degree, solve a problem that is not always that easy to visualize and diagnose. $1000 bursary recipient Ron Potter
Newsletter
Page 11
I love it when people appreciate the hard work we do and building relations with customers that will last a lifetime. $1000 bursary recipient Kyle Synnott I love the fact that it offers you a total experience of different trades all rolled into one. $1000 bursary recipient Wayne Shinkaruk It's not just about solving the problem and getting the job done. It's about ensuring the customer is happy and satisfied with the results and leaves with the feeling that they were well taken care of. $1000 bursary recipient Joyce Corfield One night while sitting at the campfire with my family, I said to myself, "I am not utilizing my skills sitting at my desk job." I then thought how wonderful it would be to help families make happy memories like I was in that moment. I needed to find a meaningful job so decided to make a career change to the RV industry. $1000 bursary recipient Wayne Bouk Being an apprentice in such a busy environment, I am constantly growing and learning from others as well as from my own mistakes. $1000 bursary recipient Logan Bachand I love that everyday I go to work, there is always something different to do, always a new challenge to conquer, or something new to learn. $1000 bursary recipient Jessica Fitzgerald I figured that a RV service technician career would be something I'd be very interested in because it combines some stuff that I already know how to do combined with other skills that I'd like to learn more about, such as construction, appliances and other systems that are on RVs. $1000 bursary recipient Michel Dumont You can never stop learning with this career as everyone knows a little trick to do something a different way or quicker than the way you are currently doing things now. $1000 bursary recipient Bradley Bayer Being an RV service technician, there are many instances when I have to "think on my feet" due to factors such as time constraints, unavailable parts, a customer's schedule, etc. $1000 bursary recipient Doug Duffy
Page 12
Newsletter
Newsletter
Page 13
Hurry! Registration Discounts will end soon! Register at low advance rates RVDA dealer members who register by August 31, will save over $300 per person attending the 2018 RV Dealers Convention/Expo and lock in the low advance rate for the rest of their staff—even those who register at later dates. The convention/expo, which takes place Nov. 5 – 9 at Paris Las Vegas, is the premier education and networking event for RV dealers in North America. Registration includes three days of track education workshops for dealership professionals, a mini-rental school, special programs for young executives, Vendor Training +Plus on Tuesday, and opportunities to socialize and network with industry peers during lunch and receptions in the Solution Center. The education component of the convention is carefully planned by industry leaders to meet dealer demand for relevant education using only top-rated presenters. Each year they integrate new presenters into the speaker lineup, and this year there are more than a dozen new presenters. For a complete list of speakers and workshops, go to the convention/expo website. The venue at Paris puts all the meeting rooms in close proximity to one another and features the popular conveniently-located dealer lounge with comfortable seating for networking, checking emails, or relaxing between workshops. In addition, the location on the Vegas strip puts attendees at the center of the action for the city’s casinos, restaurants, shopping, and shows. Rooms are available at Paris, Planet Hollywood and Bally’s at a special convention rate. The convention is sponsored by RVDA–The National RV Dealers Association, RVDA of Canada, and the Mike Molino RV Learning Center. Each year the Convention Committee focuses on featuring new presenters, like Brad Stanek, Marcus Sheridan and Gabrielle Bosché, to keep the content relevant and fresh for dealers. The convention will also feature the Solution Center, an expo of the RV industry’s top companies, offering products and services to help dealers improve profitability. Companies interested in partnership and sponsorship opportunities and exhibitor information can contact Julie Newhouse at (703) 364-5518 or send an e-mail to jnewhouse@rvda.org. Visit www.rvda.org/convention for regular updates as the convention approaches. You can also get convention updates on LinkedIn, Twitter, and Facebook.
Page 14
Newsletter
Newsletter
Page 15
Page 16
Newsletter
Selling More at the Parts Counter By George Dans
Upselling is a
, used by the counter employees to help them Upselling is defined as to persuade a customer to upgrades or add-ons in an effort make a more profitable sale You're not trying to take advantage customers but are merely what they might need now or the you're selling at counter, the most part the sale is customer includes a friendly smile, a attitude, and a nicely person with a pleasing personality. other words, someone who creates environment where people want spend money. Does this sound your parts person? Sometimes to me that dealerships have tendency to transfer people who make it anywhere else in the ship to the parts Education and are vital in this highly profitable ment. Some RV dealers take a adaisical attitude toward parts, did you know that eight out receive great service? It's so much more profitable competition spends tons of your team Here are some tips to
Keep parts are you'd display keep the toilet paper
customers will return and buy
keep a customer then to go out trying to buy sales, why don't objections and improve your
they
buy a new one. So, while reduce your ad budget and sales:
used theory is that i f you towels right next to it. So if you're selling toilet flush cleaners next to each
Always out the parts. If well. Same thing with oil-out the
Use a safe bet to add widget B
needs to
often suggest to customers and it's only X dollars
glued down, bring out the
as
you're replacing widget A,
Newsletter
Page 17
Make sure the parts department is retail-friendly and doesn't look like a storage center for old inventory that really needs to be given away.
Have a chair on the side of the brings out the wallet faster, customers will spend money when they're
then standing
Simply training and improving your team is actually the easiest way to more profits. Make sure you have a parts sales process in writing, train your team so they can follow the directions and process, and role play typical parts counter scenarios. It will pay off! ——————————————— George Dans, president of the George Dans Group, is an international sales trainer and consultant in the automotive industry. George has spoken at worldwide conventions with over 30,000 people in attendance. He keynote speaks at many motivational seminars and inspirational conferences. George also develops customized corporate sales training seminars to fit just about every type of industry and need. He can speak for Insurance – Medical – Manufacturing – Service – Private Companies – Retail – Start Ups – Year End Events – Kick Off’s – Trade Shows – Wrap Up Your Event – Start Your Event Off Source: RV Executive Today
Page 18
Newsletter
Improved Credit Card Processing Security The Canadian credit card processing landscape is about to become a bit safer for Merchants and Consumers. At one time or another we've all been asked to supply the three digit code from the back of our credit card. Merchants who have asked for this security code, known as the CVV Number, did so because it's challenging for hackers to link a card number with its CVV. The two numbers are kept in separate databases and effort is made to keep them from being easily joined.
This practice is about to become a whole lot more common. Beginning October 14th it will be mandatory for Canadian Merchants to collect CVV codes on card-not-present transactions. These will include all transactions that are not processed face-to-face through a POS terminal.
Newsletter
Page 19
The expected result of this nationwide initiative is a significant reduction in the most common types of credit card fraud. And it will help Mail Order, Telephone Order and eCommerce businesses. But it's been my experience that when one avenue of fraud is closed or made more secure that thieves either seek out new avenues or return to old ones.
When Canadian banks first adopted Chip/PIN technology what we saw was a dramatic shift away from card-present scams into card-not-present fraud. Once CVV collection becomes ubiquitous, I think that we're all going to have to be on our guard for an uptick in face-to-face fraud. In fact, I've already begun seeing an increase in the sophistication of these attacks. As members of the RVDA of Canada, you all have access to my team's advice. I highly recommend giving us a call so that we can prepare you for some of the clever methods being used by today's fraudsters.
Tom Bremner Association Sales Office: 604-606-7950 ext 5 Fax: 1-855-257-4327 http://www.baselineprocessing.com
Page 20
Newsletter
Newsletter
Page 21
Page 22
Newsletter
RVDA of Canada Endorsements CREDITOR INSURANCE / WARRANTY / APPEARANCE PROTECTION / ANTI-THEFT iA-SAL iA-SAL supplies innovative after-market products to the RV market. An industry leader since 1963, iA-SAL's RVDA- endorsed products include: Creditors' Group Insurance: Life, Disability & Critical Illness Extended Warranty Program (SPP: SAL Protection Plan) Diamond-Kote Appearance Protection Products Silent Sentinel Anti-Theft Etch Program Check your member directory, or member listings at www.rvda.ca, for your provincial contact. http://www.iasa.ca/
COMMERCIAL FINANCING Wells Fargo Commercial Distribution Finance RV Inventory Finance Contact : Carlos Lobo 1290 Central Parkway W, Ste. 1100 Mississauga, ON,. L5C 4R3 (905) 361-3837; Cell: (416) 573-1520 www.wellsfargo.com/cdf PORTABLE Wi-FI PRODUCTS Stealth Enterprises The Stealth Wi-Fi system is a powerful receiver operating on its own private network. This means an end to net traffic, using Wi-Fi hotspots on your mobile device and expensive data overages, all while providing a service with an 80% stronger signal over using a cellular device to get online. To discuss the program, please contact: Dave Zadkovich at 416-902-1218
ONLINE MARKETING/ADVERTISING SOLUTIONS ReachLocal, a global company, is an online marketing and advertising solution provider for small, medium, and large businesses, creating advertising to consumers in local markets. It provides internet and mobile internet marketing solutions to business clients. contact: Linette Moore at (416) 380-2900 Website:www.reachlocal.ca
GROUP EMPLOYEE BENEFITS
Federated Insurance Federated Insurance provides customizable Group Employee Benefit coverage. Contact: Western Canada: Wayne Budge at 1-800-665-1934 Eastern Canada: Mauro Di Tullio at 1-800-361-0790
PROPERTY & CASUALTY INSURANCE
Federated Insurance Federated
Insurance Company of Canada provides direct underwriting of Property and Casualty Insurance for RV dealerships. In addition, the Inventory Floor Plan Advantage is available from Federated Insurance for Commercial Distribution Finance (CDF) customers. Burnaby, BC – 1-800-939-7788 Edmonton, AB – 1-800-661-8617 Calgary, AB –1-800-342-9157 Regina / Saskatoon, SK –1-866-291-0523 Winnipeg, MB –1-800-665-1934 London, ON –1-800-461-3117 Mississauga, ON –1-800-387-5953 Laval, QC & Atlantic Region –1-800-361-0790 www.federated.ca/
PAYMENT SOLUTIONS Baseline Processing looks forward to providing great group-rates to all RVDA of Canada members. Baseline provides payment solutions and expertise to more than 1,000 merchants across North America. Their commitment to Cost -Plus pricing means complete transparency and significant savings for merchants of all sizes. No teaser rates. No hidden fees. No cancellation fees. Just Baseline’s exceptional service and dedication to building long-term relationships. Contact : Tom Bremner : (604) 606-7950 www.baselineprocessing.com
RVDA / SPADER 20 GROUPS Spader Business Management RVDA/Spader 20 Groups, managed by the Spader Companies, help dealers improve management skills, recognize market trends and solve problems. 1.800.772.3377 (US and Canada) info@spader.com | www.spader.com
Page 23
Newsletter
/ Benefits on select Exclusive discounts up to 35% off select FedEx services when shipping within Canada, to the US, or internationally.
on hotel – access to Choice Hotels program discounts of 15-20% at over 325 hotels in Canada & 6,300 hotels worldwide, & some complimentary services at select hotels. Aeroplan or Choice Privileges points can be earned. Book travel be online, on your mobile device or via a toll-free number.
on 3
If you have a FedEx account, simply enroll in this program through the dedicated FedEx webpage that can be found at the member link If not, see the member benefit page for a link to do so. View FedEx services at www.fedex.ca.
on tools
&
– an exclusive 20% discount on 3 of their publications: and HR & free trials of information services. The constantly-updated information will help you understand employer obligations & legal requirements, & stay updated with Canadian federal, provincial & territorial employment legislation.
on UPS Preferred pricing with UPS for Canada-wide, USA and other destinations for expedited and standard services via Wholesale International Couriers and Freight Forwarders through UPS’ website. Visit the member link above for contact information to set up an account.
Card with use of the Petro-Canada credit card, members of Explorer RV Club & RVDA of Canada can realize significant savings, convenience, control & security. Click here for an information / application form & contact
on and First Preferential pricing for First Aid Certification with AED (defibrillation), & many more courses; and a 10% discount on all First Aid products and supplies, where applicable. eck c ss availability online. Find contact information for registration and links to classes / programs at the member benefit page.
An array of products at very competitive prices in over a dozen Maintenance, Repair & Operations (MRO) categories, with two discount structures – based on national volume and on catalogue prices. Inventory at each branch location is tailored to the local market. For a complete list of products available, a credit application form to sign up for an account, & a contact for complete details on this program, click here.
on Volume-based preferred pricing on a wide range of products in over 700 categories. Imago Marketing is able to distribute to all locations across Canada Visit the member link above for the member code. For more information, contact Jessie Lo at or 604.304.6246. Discounts and offers for top attractions, shows and other entertainment! .Now you’ll have access to exclusive discounts, special offers and access to preferred seating and tickets to top attractions, theme parks, shows, sporting events, movie tickets, hotels and much more. Be sure to visit often as new products and discounts are constantly being added!
Discounts on Dale Carnegie Training programs 10% discount off local pricing for any Dale Carnegie Training program. Contact your local training office for class details / dates, or find an office near you. Download & present this offer to them to qualify for the discount.
Marks: select 10% discount on the numerous items listed on our member program card, including work clothing, gloves, belts, winter and safety accessories and CSA-Approved Footwear. Show your card at the check-out counter
Page 24
Newsletter
Did you know about the RV Careers website? The RV Careers site was developed to raise awareness to career opportunities available in the Canadian RV industry. It provides some background information to the various departments found within an RV dealership, apprentice and technician training opportunities. It also contains information for employers on how to hire and work with apprentices and apprenticeship authorities and how to access the numerous Federal, Provincial and private grants available.
Hiring? When you visit the site, the first thing that should jump out at you is “jobs.� And, the call-to-action would be to see what jobs are available and to look deeper for the job and training requirements.
You have full control of your job postings! You can add, edit or remove your job posting whenever you like. You will be able to receive job applications via e-mail. Before this listing expires (in 45 days), you will be notified to either update or delete the posting. To post a job, go to the employers tab and log in using your RVDA of Canada user name and password. Contact RVDA of Canada at 604-718-6325 or e-mail if you do not have this information.
Upcoming Events Newly added events include career fair, RV lifestyle, trade show, workshop, and online training events. The news listing will keep you and your staff up to date on training and industry events.
Education for those currently working in the industry vs. those looking to enter the industry If you currently work in sales, parts, or service, you will want to visit the Education page.
Newsletter
Newsletter Page 25
There are training and educational programs for technicians, parts/service management programs, sales, marketing and F&I programs, administration/ accounting programs and awards available.
For apprentices and anyone wishing to become an apprentice, detailed information can be found on the Become an apprentice page. There are many programs such as youth and pre-apprenticeship where high school students can get practical work experience. If there isn’t one in your area, there’s information available under the Employer page on how to start and implement your own apprenticeship program.
Financial incentives and assistance programs There are many financial incentives for both apprentices and employers to participate in an apprenticeship as well as assistance from Provincial and Federal governments and your local RVDA. On the financial incentive page, it lists numerous benefits for apprentices to participate in an apprenticeship and for employers to hire apprentices. There are numerous Federal, Provincial and RVDA Financial assistance programs such as bursaries and grants. If you have any suggestions or comments about how we can improve the site, please email us or comment on the RV Careers Facebook page!
News from RVDA Canada
RVDA of Canada Mission Statement: The RVDA of Canada is a national federation which exists to protect and promote the interests and welfare of RV Dealers across Canada in order to enable the industry to maximize its potential.
Newsletter Editorial Staff The RVDA of Canada Member Newsletter is produced and distributed through the national association office : RVDA of Canada, Richmond BC For Inquiries please contact us at: #145 – Coppersmith Way Richmond, BC V7A 5J9 Ph: (604) 718-6325 Fax: (604) 204-0154 www.rvda.ca powered by rvhotlinecanada.com Emails : Eleonore Hamm, eleonore_hamm@rvda.ca Anita Lien, anital@rvda.ca Amee Inocencio, ainocencio@rvda.ca
Post your Positions at
www.RVCareers.ca
To post a job, simply go to the employers tab and log in using your RVDA of Canada user name and password. Contact RVDA of Canada at 604-718-6325 or e-mail if you do not have this information.
WWW.BUYLOCALRV.CA RVDA of Canada’s “BUY LOCAL” campaign promotes “Buy your RV close to home. It’s better in the long haul, to consumers. We encourage you to download a copy of brochure available at the member’s website.
Board of Directors Executive Committee Chairman, Jean-Francois Lussier, Horizon Lussier, Marieville, QC Vice-Chairman, Herb Cowen, Pike Lake Golf Centre, Pike Lake, ON Treasurer, Gord Bragg, Hub City RV, Lantzville, BC Past Chairman, Sam Parks, Camp-Out RV, Stratford, ON Directors Dale Hopkins RV City
Trevor Moase Vacationer RV Sales And Services
Jim Gorrie GNR Camping World
Kyle Kehoe Kehoe RV
Bruno Tombari Bellavista RV
Bruce Marsh Cape Breton Trailer Sales
Josée Bédard Roulottes Chaudière
Murray Sullivan Sullivan Motor Products