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News from RVDA News Highlights • On-Demand RV Dealers

Convention/Expo Registration Now Open!

• Application is open for

the 2021-2022 NTP-Stag Canada RV Industry Personnel Bursary Programs

• Sales Now Open for the

2022 RVDA of Canada Membership Directory & Resource Guide

Inside this issue: On-Demand RV Dealers Convention/Expo Registration

Application is open for the 2021-2022 NTP-Stag Canada RV Industry Personnel Bursary Programs

8-11

How well are your salespeople serving your customers? by Dave Kahle

12-13

Tips to help protect your business against rodents

Winter property maintenance - Are you ready for the cold weather?

Sales Now Open for 16 the 2022 RVDA of Canada Membership Directory & Resource Guide

Newsletter Newsletter

December 2021

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Newsletter

Dear Members, I am so excited to have been recently elected as the new Board Chair for the RVDA of Canada! I have been in the RV industry for about 10 years now and have gained so much knowledge through my involvement with the RVDA of Quebec, Go RVing Canada and of course the RVDA of Canada. I am deeply honoured to have been selected for this position and I look forward to working with all of our industry partners. The association is slowly returning to in-person meetings and events. We recently held our first in-person board meeting during the RVDA Convention in Las Vegas. This meeting serves as our Annual meeting where we elected a new executive committee. We also spent some time reviewing the association’s strategic objectives and identified additional opportunities to assist us in meeting our mission and supporting members. I’m pleased to announce that at the recent meeting, the board approved the renewal of our endorsement agreement with iA Dealer Services. iA Dealer Services is our longest standing business partner. This is truly a great partnership and we are so pleased to continue this relationship for another term. Please also look to our RVDA Express newsletter to find a list of upcoming training provided by iA Dealer Services. Thank you iA Dealers Services for all of your support. We also recently wrapped up the 2021 RV Dealers Convention/Expo at Paris Hotel in Las Vegas. While Canadian attendance was at about 50% of prior years, overall, more than 1560 dealers, exhibitors, and industry partners attended the event, which was 97 percent of 2019 total attendance. Those that attended were able to participate in 31 exhibitor-led

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Vendor Training +Plus workshops, as well as five educational tracks covering key aspects of dealer operations, including F&I, digital marketing, fixed operations, sales, and dealer/general management issues. And now, dealership employees and associate members can still access educational sessions and exhibitor information during the on-demand portion of the RV Dealers Convention/Expo. Available at www.rvda.org convention from now through January 31, 2022, the online convention provides information on topics that cover important areas of dealer operations. There are currently 17 workshops available, with more than seven hours of dealer management education including several bonus sessions that were not available during the in-person convention. So how is the industry doing? In our recent economic report we noted that RV dealers’ revenues continue to gradually recover this year. Q3 revenues totaled over $1.42 billion compared to $1.39 billion during the same period last year. This is largely in line with the overall RV sales trajectory so far in 2021. It is expected that RV dealers’ revenues will continue to increase as sales continue across the country and economic conditions improve. And finally, I would like to congratulate Andy Thomson of Can-Am RV Centre on being awarded the 2021 RV Dealer of the Year Award. On November 18, RV Lifestyle Magazine presented the award virtually to Mr. Thomson. Congratulations Andy, very well deserved! Wishing you a happy holiday season! Josée Bédard, Board Chair RVDA of Canada

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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

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

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The 2021 Third Quarter 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)

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Newsletter

On-Demand RV Dealers Convention/Expo Registration Now Open! On-demand content is available 24/7, starting now and running through January 31, 2022, featuring top speakers from the 2021 RV Dealers Convention/Expo as well as popular Vendor Training +Plus sessions. Dealers and industry stakeholders that attended in-person can access the on-demand platform for no additional charge at https://virtual.rvda.org. Those that did not attend the live event can register at www.rvda.org/convention.

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Marks: Discounts (in-store) on select workwear As a member in the RVDA, you and your staff are eligible for a 10% discount on the numerous items listed on the member program card. To receive a 10% discount on select items that are available exclusively to RVDA members, please show your card at the checkout counter. This offer is only available for in-store purchases..

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Newsletter

Application is open for the 2021-2022 NTP-Stag Canada RV Industry Personnel Bursary Programs NTP-Stag Canada has been a strong supporter of and a staunch proponent of continuing education in the Canadian RV industry. With their gracious support, RVDA of Canada is able to offer two bursary programs in the 2021-2022 fiscal year to RV Service Technicians and RV Fixed Operations Personnel. A total of $12,500 will be awarded to eligible technicians and fixed operations personnel such as service writers, service advisors, and parts and accessories sales staff. RVDA of Canada’s national Education and HR Committee is extremely pleased to be able to continue to offer these bursary programs to encourage continuing education and professionalization in the RV industry. RV Service Technicians and Fixed Operations Personnel that have successfully completed training between August 1, 2021 and May 31, 2022 are eligible to apply for the bursaries. For the RV service technician, seven bursaries valued at $1,000 and one bursary valued at $1,500 are available. For the RV fixed operations personnel, eight bursaries valued at $500 are available.

Rob Edwards Director of Sales, NTP-Stag Canada

Although the bursary program is a sizeable investment for us, the decision to continue our support is a relatively easy one to make. There is a genuine sense of excitement for us to see the reach of this program and the impact it has made on the recipients. Most importantly, the award has instilled a great sense of pride in everyone involved. NTP-Stag Canada is deeply committed to giving back to the industry by investing in such programs that will provide assistance to technicians while welcoming new apprentices into our industry,” says Rob Edwards, Director of Sales, NTP-Stag Canada.

2021-2022 NTP-STAG Canada RV Technician Bursary

2021-2022 NTP-STAG Canada Fixed Operations Personnel Bursary

Bursary programs provide financial aid to students, allowing them to balance work, family and life commitments.

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Newsletter

Fraser Dunbar Allen Dale RV

Caleb Kendrick Mike Rosman RV

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Download RV Technician Bursary Applicaiton

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Newsletter

Download RV Fixed Operations Personnel Bursary Applicaiton

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Newsletter

How well are your salespeople serving your customers? by Dave Kahle That’s right. Serving, not selling. I know you are concerned with sales. It’s easy to determine how well your people are selling to your customers. That’s what sales reports are for. But your customers are more concerned with how well they are being served by your salespeople. Why is that important? Because you are in it for the long run. You don’t want to just sell something to a customer, you want to build a relationship that lasts over time and results in years of sales. In one sense, your business is not really a sales business, it’s a relationshipbuilding business. And when it comes to developing long-lasting profitable relationships, it is not how well your salespeople present features and benefits and overcome objections that counts, it is how well they serve the customers’ needs. Which brings us to a couple of questions. First, what does it mean for a salesperson to serve the customer? And second, how do you know that it is happening effectively? Salespeople serving the customer? Clearly, you know what it means for your company to serve your customer. On-time deliveries, competitive prices, reliable service, competent CSRs, etc. But, what do your customers want from your outside salespeople? Ask each salesperson what it means to serve the customer, and you can expect to hear a variety of answers. Some define service as picking up purchase orders, others will define it as taking inventory, some will propose that following up on back orders or short shipments is part of it, while others will say that it involves visiting the customer on a predictable basis.

That’s the problem. Few companies have any consistent description of what it really means to serve the customer. Generally, salespeople are left to figure it out on their own, create their own definitions, and develop their own standards. I have yet to meet a salesperson who did not believe that he/she provided excellent service to their customers. Every salesperson perceives that they are doing a good job. Not once has a salesperson taken me off to the side at a break in a seminar I was teaching, and confide in me, “You know, Dave, I really do a poor job of serving my customers.” So, on one hand, we have vague and general definitions of what it means to provide good service to the customer, and on the other, we have the often-inaccurate perceptions of the salespeople. The result? Inconsistent service, and lots of unmet expectations on the part of the customers. I recently worked with one of my clients to gain a deeper understanding of what service means by, of all things, asking the customers! We gathered six of this client’s brightest and most insightful customers together for a half-day focus group. I facilitated the videotaped discussion, and the client viewed the tape later. What did we discover? How customers define good service. Here’s how those customers defined “good service” from the outside sales force.  Don’t waste their time. If there was one theme that popped up over and over throughout the day it was this: We have less time to do our job than ever before, so you better not waste any part of it. In other words, don’t come into my business unprepared. Have something of value to share or don’t come.

Newsletter

They need to see some value in the time they share with your salespeople, every time they see them, or they won’t see them. Don’t waste their time with idle chit-chat, don’t take longer to do something than you need to, don’t be unprepared, and don’t waste their employees’ time. If you don’t have something important to do or something valuable to bring, don’t visit. And when you do visit, make sure you have all the answers. Know what the product does or doesn’t do, know what the pricing and terms are, and be prepared to answer all their questions. 2. Be empowered to handle things now. One customer talked about the salesperson as “victim.” He was referring to the salesperson who spends time explaining how the truck broke down, or the manufacturer backordered the product, or it was recalled, or whatever. All of these were seen as the salesperson saying, “It wasn’t our fault. We’re the victims of someone else’s mistakes.” These customers weren’t concerned with whose fault something was, nor were they concerned with the reasons why something wasn’t as it was supposed to be. They only wanted solutions. “Don’t be a victim,” they said. “Bring us solutions now.” One customer remarked that the Ritz Carlton Hotel authorizes its maids to spend up to $2,000 to make a customer happy, while the salespeople who call on him cannot resolve a problem over a $50.00 can of paint without several phone calls and days of approvals. Good service to these customers meant that the salesperson could solve the problem immediately, on the spot. 3. Know my business. Don’t waste our time or insult our intelligence by presenting products or services that we can’t use. These customers expected the sales people to know what their processes were, know who their customers were, know what their goals and strategies were, know the limitations of their facilities,

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budgets and timetables, and take all of that into consideration before they present some product or program. “The best salespeople,” one remarked, “are like extensions of my business.” 4. Bring us solutions, not problems. These customers did not want to discover after the fact that a purchase would be back-ordered or short-shipped. Find the problems before we experience them, and then bring us solutions. Tell us what our options are, and we’ll decide what to do. In other words, the salesperson who says, “I’m sorry about last week’s back order, “is not serving the customer. The salesperson who is serving the customer is the one who says, “Next week we’re going to short ship this order. If you need the balance right away, we can do any of three things to help. Here are your options….” While these weren’t the only definitions of “good service” this group of customers volunteered, they represent a good starting point. If you’re like most of my clients, at this point you may be feeling a little queasy in your stomach. You may be doubtful that your sales force is really serving your customers like they want to be served.

Originally Published: https://www.davekahle.com/ serving-customers/

Dave Kahle is one of the world's leading sales authorities. He's written twelve books, presented in 47 states and eleven countries, and has helped enrich tens of thousands of sales people and transform hundreds of sales organizations. Sign up for his free weekly Ezine. His book, How to Sell Anything to Anyone Anytime, has been recognized by three international entities as "one of the five best English language business books.” Check out his latest book, The Good Book on Business

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Rodents can be a nuisance and cause serious damage for any business – both in rural and urban settings. They can destroy walls and chew through electrical wiring, insulation and other materials, resulting in costly damage to property and inventory, disrupting operations and posing health hazards.

Tips to help protect your business against rodents

We’ve also seen major battery-related fires caused by rodents chewing through the wiring of vehicles stored inside buildings without the battery being disconnected. To help protect you and your business, we’ve created a risk management resource on identifying and minimizing the impact of rodent infestations, whether indoors or outdoors. Read Now For more information on this or other loss prevention topics, contact our Risk Management Assist* service at riskassist@federated.ca or 1.833.692.4112. As a valued Federated customer, this service is available to you at no additional charge.

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Winter property maintenance Are you ready for the cold weather?

Canadian winters are some of the harshest around, with extreme cold, blizzard conditions and heavy snow and ice accumulation a common occurrence. As a property owner or lessee, your members have responsibilities when it comes to maintaining their property and protecting the safety of others this winter.

As a general rule, accumulation of snow and ice should be removed from roofs when it reaches more than 20 centimeters (8 inches) in depth. Parking lots, sidewalks, stairs, and emergency exits should also be cleared regularly to reduce the risk of slip-and-fall injuries. But these activities are not without their own risk, which is why Federated created a risk management resource to help RVDA Canada and your members develop a well-documented winter maintenance protocol. It outlines common winter risks, considerations for snow and ice removal, and other weather -related suggestions. We’ve also created a snow removal log to help track winter maintenance

activities.

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Newsletter

CAESARS PALACE, LAS VEGAS, NEVADA

Click here for our Media Kit

Newsletter

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RVDA has partnered with TELUS Business to bring great offers to RVDA members. Stay connected on the go with TELUS Business. With all devices starting at $0* upfront, they help keep your team connected too. RVDA members save up to 25%* on select business mobility plans when you activate or renew with TELUS. Click for more info *Terms & Conditions apply

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John Deere Rewards Partner Program Platinum 1 savings for RVDA Members. John Deere Rewards is happy to announce that all RVDA Members* will automatically receive Platinum 1 status. That means instant savings on a wide range of John Deere products: from lawn tractors to skid steers, zero-turn mowers to utility vehicles, and more! Plus you’ll save money on Home & Workshop products and at JohnDeereStore.ca. To find out more on how you can turn your loyalty into savings, go to JohnDeere.ca/RVDA. Sign up today! Click here to register: JohnDeere.ca/rvda

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Welcome to Perkopolis! Great perks on everyday products and services through Canada’s leading employee perk Program! At Perkopolis, we are continuously sourcing exclusive offers and benefits for you! Use your Perkopolis membership to enjoy great savings on the entertainment, travel, attractions, shopping, health& wellness, sports and more!

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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 select Exclusive discounts up to 35% off select FedEx services when shipping within Canada, to the US, or internationally. 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.

Introducing member benefit from John Deere ! RVDA of Canada members are now eligible for an upgraded John Deere Rewards membership-which unlocks extra discounts on equipment, parts and merchandise. Enroll today! It’s simple , fast & free. Check JohnDeere.ca/rvda

Marks: Discounts (in-store) on select workwear As a member in the RVDA, you and your staff are eligible for a 10% discount on the numerous items listed on the member program card. To receive a 10% discount on select items that are available exclusively to RVDA members, please show your card at the check-out counter. This offer is only available for in-store purchases.

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Discounts and offers for top attractions,shows and other entertainment! Exclusive discounts and offers for all your stay at Home and work from home needs including, Disney+ subscription, Showtime subscription, black Friday pricing for computers/laptops audiobooks and much more! Access the program now through the RVDA of Canada member site .

Perkopolis Member Discount Program Great perks on everyday products and services! Perkopolis is continuously sourcing exclusive offers and benefits for you! Use your Perkopolis membership to enjoy great savings on entertainment, travel, attractions, shopping, health, wellness, sports and more! Click here for more information

Petro-Canada SuperPass Credit Card Discount With use of the Petro-Canada SuperPass 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 information,

Telus Business on the go! Save with exclusive offers and stay connected on the go with Telus Business RVDA members save up to 25%* on select business mobility plans when you activate or renew with TELUS. Click here for more information

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ONLINE DAMAGE REPAIR ESTIMATOR The easy-to-navigate online system will help an RV service department to prepare consistent, data-supported, claim estimates for insurance companies and RV owners. Users will be able to create an accurate, itemized estimate using the software, while having the option to save all photos and supporting documents with the estimate using the ‘upload file’ feature. Dealers can sign-up for a free, no-obligation, 30‐day trial of The Damage Repair Estimator On-Line by calling (440) 336-0703 or by sending an email to wrcamp1@aol.com. After the trial, a monthly subscription fee recurs automatically until cancelled.

RVDA of Canada # 145-11331 Coppersmith Way, Richmond, BC V7A 5J9 Phone (604) 718-6325 Fax (604) 204-0154

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The Mike Molino RV Learning Center (RVLC) is an affiliation of the Recreation Vehicle Dealers Association of America. RVLC offers technical publications, certification programs, online learning, and workshops, all designed exclusively for dealership staff.

The RV Learning Center partnered with The Ohio State University’s Center for Education and Training for Employment have developed Certifications, Competency Profiles, and instructional materials in the following areas:  Service Manager 

Service Writer/Advisor



Warranty Administrator



Parts Manager



Parts Specialist

RVDA of Canada # 145-11331 Coppersmith Way, Richmond, BC V7A BC 5J9 V7A 5J9 RVDA of Canada # 145-11331 Coppersmith Way, Richmond, Phone Phone (604) (604) 718-6325 (604) 718-6325FaxFax (604)204-0154 204-0154

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News from RVDA

RVDA of Canada Mission Statement:

Newsletter Editorial Staff

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.

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.

Board of Directors Executive Committee Chairman, Josée Bédard Roulottes Chaudière Lévis, Quebec Vice-Chairman, Dale Hopkins RV City Morinville, AB Treasurer, Jim Gorrie GNR Camping World Winnipeg, MB Past Chairman, Gord Bragg Hub City RV Lantzville, BC

Contact RVDA of Canada at 604-718-6325 or e-mail if you do not have this information.

Directors John Krohnert Platinum RV Sales

Ken Dobson Leisure Time Sales

WWW.BUYLOCALRV.CA

Jonathan Stone Stone’s RV Center

Kyle Kehoe Kehoe RV

Marc Rémillard Centre du Camping Rémillard

Dean Goerzen Go RV

Greg Nikkel NR Motors Ltd.

Travis Bromley Transcona Trailer Sales

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.