RV Executive Today Convention Program

SeeCenterfold

for theEducation

Matrix

SPECIAL

CONVENTIONISSUE

OCTOBER 3-7, 2011, THE RIO ALL-SUITE HOTEL & CASINO, LAS VEGAS

4 2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

Table of Contents

4 RVDA of America Welcome

6 RVDA Boards: Officers, Directors,and Delegates

8 RV Learning Center Board ofDirectors

8 Convention/Expo Committee

8 RV Assistance Corporation(RVAC) Board of Directors

8 RVDA of America & RV LearningCenter Staffs

9 Corporate Sponsors

10 RVDA of Canada Welcome

10 RVDA of Canada Board ofDirectors

12 General Information

14 Convention/Expo Agenda At-A-Glance

16 Breakfast/General Session withGarrison Wynn

16 RVDA of America Annual Meeting

16 Special Session with GE CapitalIndustry Research Analysts

17 Breakfast/General Session withCDR Kirk Lippold (Ret.)

18 RVDA of Canada Annual Meeting

18 RVDA of Canada Reception

18 Canadian Customs ComplianceSession

19 Partners in Progress BrandCommittee Meetings Schedule

20 RVDA of America EndorsedProducts

20 RVDA of Canada EndorsedProducts

21 Long-term RVDA Members

22 Schedule of Events by Track

30 Education Matrix

32 Workshop Floor Plan

33 Expo Information

34 Exhibitors List (in alphabetical order)

41 RV Learning Center MajorContributors

42 RV Learning Center Update

42 Learning Guides

43 Certification Programs

44 Thanks to Our Virtual ExpoExhibitors

46 Feature: Integrating Social MediaEffectively

47 Feature: Surviving Isn’t Enough

48 Feature: Seven Best Practices toMaximize Sales

51 Feature: Comfort Zones VersusAccountability

52 Feature: The TransformingWholesale Business

56 Advertisers Index

56 Thanks to Our Convention/ExpoSupporters

58 RVDA Salutes Media Partners

Welcome to Las Vegas and the RV DealersInternational Convention/Expo. Meeting the

demands of the changing market is no easy task formany dealers. The time and attention needed for theday-to-day swirl of business leaves little left forkeeping up with the big-picture changes that impactour businesses.

RVDA staff and volunteer leaders are very awareof the challenges that dealers face. This year theRVDA Convention/Expo Committee, led by PeterAlbano of American RV, Olive Branch, MS, has puttogether a program that is vastly different fromhistoric conventions. It focuses on topics that dealershave identified as critical to success in the areas ofsales, social media, auctions, and rental operations,and it includes a special session hosted and conductedby GE Capital titled, “Does 1+1 Still Equal 2? TheRV Industry in 2012 and Beyond.”

The Convention/Expo Committee has alsoblocked out more time for Brand Committeemeetings. In this market, it’s critically important thatdealer-manufacturer relations are strong. Thesemeetings provide the best forums for dealers todiscuss issues that will ensure their success in the

coming year and to review the DealerSatisfaction Index (DSI) survey results.

I commend Peter Albano, the volun-teer leaders, and staff for assembling such arelevant agenda for the convention.

I want to invite all RVDA dealer members toattend the RVDA Annual Meeting on Wednesday,October 5. We have a number of important updateson industry and association issues that affect yourbusiness. Later that evening, for the first time, we willpresent RVDA’s Quality Circle Award to topperforming manufacturers in the DSI survey duringthe “Celebrate Excellence: An All-Industry Gala”(separate ticket required).

I encourage you to visit our exhibitors and helpsupport our business partners. Your registration feescover only part of the cost of putting on the conven-tion. We depend on our exhibitors, sponsors, andsupporters to help defray the costs of the outstandingcontinuing education programs during the convention.

Have a great convention!Tim O’Brien

Circle K RVs, Inc., Lapeer, MIRVDA Chairman of the Board

RVDA of America Welcome

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Come and celebrate theopening evening of the

convention with NCompassRV! We will be hosting acocktail party at the VooDooLounge, high atop the RioHotel and Casino from 7-9pm on Tuesday, October 4th.

Overlook the strip withone of the best views in Las Vegas on the

rooftop patio and wind downfrom a long day at theconvention with a late happyhour – on us!

Spend an evening with bothdealers and agents to take inthe scenery in good company.Space is limited, so pleasecontact Janet Scavo to obtain

your pass or come by Booth 109!

Join NCompass RV at RVDA forYour Guide to Peace of Mind

REINSURANCE SEMINAR

Conga, Tuesday, October 4, 11:00 a.m. - 12:15 p.m.

COCKTAIL PARTY

VooDoo Lounge, Tuesday, October 4, 7:00 - 9:00 p.m.

For more information, please contact Janet Scavo at (513) 515-5379

[email protected]

Come see us at Booth 109! Give us

20 minutes, we’ll giveyou a $20 chip!

[ A D V E R T I S E M E N T ]


ChairmanTim O’BrienCircle K RVs Inc.Lapeer, MI

1st Vice ChairmanAndy HeckAlpin HausAmsterdam, NY

2nd Vice ChairmanJeff HirschCampers Inn ofKingstonKingston, NH

TreasurerBob BeenAffinity RV ServiceSales & RentalsPrescott, AZ

SecretaryMick FerkeyGreeneway, Inc.Wisconsin Rapids, WI

Past ChairmanDebbie BrunoforteLittle Dealer, LittlePricesMesa, AZ

DirectorJohn McCluskeyFlorida Outdoors RVCenterStuart, FL

DirectorJohn MyersMyers RV Center, Inc.Albuquerque, NM

DirectorSteve PlemmonsBill Plemmons RVWorldRural Hall, NC

DirectorBill WhiteUnited RV CenterFort Worth, TX

RVRA RepresentativeBert AlankoMBA Insurance, Inc.Scottsdale, AZ

RVAC ChairmanTom StinnettTom Stinnett DerbyCity RVClarksville, IN

RV Learning CenterChairmanJeff PastoreHartville RV CenterHartville, OH

PresidentMike Molino, CAERVDAFairfax, VA

DELEGATESAlabamaJim Dandy CooleyDandy RV Superstore,Inc.Anniston, AL

AlaskaKevin BrownArctic RV & InteriorTopperFairbanks, AK

ArizonaDevin MurphyFreedom RV, Inc.Tucson, AZ

ArkansasDoug BoydstonMayflower RV, Inc.Mayflower, AR

CaliforniaDarrel FriesenAll Seasons RVYuba City, CA

CaliforniaJoey ShieldsPan Pacific RVCenters, Inc.French Camp, CA

ColoradoBrad TarpleyTarpley RVDurango, CO

ConnecticutChris AndroHemlock Hill RVSales, Inc.Milldale, CT

DelawareMike WestParkview RV CenterSmyrna, DE

FloridaEd SchneiderOcean Grove RVSupercenterSt. Augustine, FL

GeorgiaDoc AllenC.S.R.A. Camperland,Inc.Martinez, GA

IdahoTom NelsonNelson’s RVs, Inc.Boise, ID

IndianaNathan HartWalnut Ridge FamilyTrailer SalesNew Castle, IN

IowaJeremy KetelsenKetelsen RV, Inc.Hiawatha, IA

KansasBill HawleyHawley Brothers, Inc.Dodge City, KS

KentuckyNeVelle SkaggsSkaggs RV CountryElizabethtown, KY

LouisianaJim HicksSouthern RV SuperCenter, Inc.Bossier City, LA

MarylandThom BeckleyEndless Summer RV’sFrederick, MD

MassachusettsMarty HanoudU.S.R.V., Inc.Berkley, MA

MichiganTim VeurinkVeurink’s RV CenterGrand Rapids, MI

MinnesotaWill JarnotPleasureLand RVCenter, Inc.St. Cloud, MN

MississippiStephen (Snuffy)SmithCountry Creek RVCenterHattiesburg, MS

MissouriSherri WheelenWheelen RV Center,Inc.Joplin, MO

MontanaMark BretzBretz RV & MarineMissoula, MT

NebraskaTony StaabRich & Sons CamperSalesGrand Island, NE

NevadaDarcy Walker-FitchJohnnie Walker RV’sLas Vegas, NV

New HampshireScott SilvaCold Springs RVCorporationWeare, NH

New JerseyKevin StoneStone’s CampingWorldBerlin, NJ

New MexicoJohn MyersMyers RV Center, Inc.Albuquerque, NM

New YorkBrian WilkinsWilkins R.V., Inc.Bath, NY

North CarolinaSteve PlemmonsBill Plemmons RVWorldRural Hall, NC

North DakotaMichelle BarberCapital R.V. Center,Inc.Minot, ND

OhioBarry ChironAll Seasons RVStreetsboro, OH

OklahomaRon ShepherdCamperland ofOklahoma, LLCTulsa, OK

OregonGeorge SuttonGeorge M. Sutton RVEugene, OR

PennsylvaniaGreg StarrStarr’s Trailer SalesBrockway, PA

Rhode IslandLinda TarroArlington RVSupercenter, Inc.East Greenwich, RI

South CarolinaGloria MorganThe Trail CenterNorth Charleston, SC

South DakotaLyle SchaapSchaap’s RV TravelandSioux Falls, SD

TennesseeRoger SellersTennessee RV Sales &Service, LLCKnoxville, TN

TexasDavid HayesHayes RV CenterLongview, TX

TexasChris HooverRon Hoover RV &Marine CentersRockport, TX

UtahNeil CitteRay Citte, Inc.Roy, UT

VermontDavid McGinnisPete’s RV CenterSouth Burlington, VT

VirginiaLindsey ReinesReines RV Center,Inc.Manassas, VA

WashingtonRon LittleRV’s Northwest, Inc.Spokane Valley, WA

West VirginiaLynn ButlerSetzer’s World ofCamping, Inc.Huntington, WV

WisconsinTim WeggeBurlington RVSuperstoreSturtevant, WI

WyomingSonny RoneSonny’s RV Sales, Inc.Evansville, WY

VACANT

HawaiiIllinoisMaine

At Large Delegates

Peter AlbanoAmerican RVOlive Branch, MS

Randy CoyDean’s RV SuperstoreTulsa, OK

Ed LerchLerch RVMilroy, PA

John McCluskeyFlorida Outdoors RVCenterStuart, FL

Bruce MekkelsenMekkelsen RVEast Montpelier, VT

Troy PadgettAll Valley RV CenterActon, CA

Amy PenningtonRV Outlet MallGeorgetown, TX

Rod RuppelWebster City RV, Inc.Webster City, IA

Larry SchafferRivers Bus & RV SalesJacksonville, FL

David SothanApache CamperCenter, Inc.Roca, NE

Earl StoltzfusStoltzfus RV’s &MarineWest Chester, PA

Glenn ThomasBill Thomas CamperSales, Inc.Wentzville, MO

Participating PastChairmen

Bruce BentzRandy BilesRex FloydJim FogdallCrosby ForrestErnie FriesenDavid HoelzerRick HorseyCraig JensenLarry McClainDan PearsonCammy PiersonJoe RangeDell SandersMarty SheaJim ShieldsBill ThomasRandy ThompsonLarry TrouttFran VanPelt

RVDA Boards: Officers, Directors, & Delegates 2010-2011


PresidentMike Molino, CAE

Vice President forAdministrationRonnie Hepp, CAE

Vice President forCommunicationsPhil Ingrassia, CAE

Dealer ServicesManagerChuck Boyd

Associate ServicesManagerSusan Charter

Director of FinanceHank Fortune

Director of IndustryRelationsJeff Kurowski

Director of Legal andRegulatory AffairsBrett Richardson, Esq.,CAE

EditorMary Anne Shreve

Field RepresentativeButch Thomas

AccountantRobin Walker

Chief, RV Learning CenterKarin Van Duyse

Education CoordinatorElizabeth Shoemaker

RV Service ConsultantTony Yerman

Technician CertificationRegistrarIsabel McGrath

ChairmanPeter AlbanoAmerican RVOlive Branch, MS

Vice ChairmanDave McGinnisPete’s RV CenterSouth Burlington, VT

Bob BeenAffinity RV ServiceSales & RentalsPrescott, AZ

George GoodrickAdventure Sports, Ltd.Dartmouth, NSCanada

David HayesHayes RV CenterLongview, TX

Will JarnotPleasureLand RVCenter, Inc.St. Cloud, MN

Bob ParishGE CapitalTampa, FL

John McCluskeyFlorida Outdoors RVCenterStuart, FL

Gloria MorganThe Trail CenterNorth Charleston, SC

Jeff RankPrime TimeManufacturingElkhart, IN

Scott SilvaCold Springs RVCorporationWeare, NH

Education assisted bythe RV LearningCenter’s ProgramOversight CommitteeChairmanBrian WilkinsWilkins R.V., Inc.Bath, NY

Garry EnyartCummins OnanGeneratorsMinneapolis, MN

Al HaimbachDometic, LLCElkhart, IN

Ron LittleRV’s Northwest, Inc.Spokane Valley, WA

Dell SandersJ.D. Sanders, Inc.Alachua, FL

ChairmanJeff PastoreHartville RV Center, Inc.Hartville, OH

Vice ChairmanDan PearsonPleasureLand RVCenter, Inc.St. Cloud, MN

Secretary/TreasurerBill KosterProtectiveSt. Louis, MO

PresidentMike Molino, CAERVDAFairfax, VA

DirectorBob BeenAffinity RV ServiceSales & RentalsPrescott, AZ

DirectorRandy BilesPikes Peak Traveland,Inc.Colorado Springs, CO

DirectorDebbie BrunoforteLittle Dealer, LittlePricesMesa, AZ

DirectorMick FerkeyGreeneway, Inc.Wisconsin Rapids, WI

DirectorEleonore HammRV DealersAssociation of CanadaRichmond, BCCANADA

DirectorAndy HeckAlpin HausAmsterdam, NY

DirectorJeff HirschCampers Inn ofKingstonKingston, NH

DirectorRick HorseyParkview RV CenterSmyrna, DE

DirectorNewt KindlundKindlund InvestmentsWinter Park, FL

DirectorMatthew MillerNewmar CorporationNappanee, IN

DirectorTim O’BrienCircle K RV’s, Inc.Lapeer, MI

DirectorRandy PackardARVC / Pine AcresFamily CampingResortOakham, MA

DirectorSteve PlemmonsBill Plemmons RVWorldRural Hall, NC

DirectorJim SheldonMonaco RV, LLCRancho Mirage, CA

DirectorTom StinnettTom Stinnett DerbyCity RVClarksville, IN

DirectorEd ThorCoach-Net/NMCIrving, TX

DirectorBrian WilkinsWilkins R.V., Inc.Bath, NY

Convention/Expo Committee – 2011

RVDA of America Staff

RV Learning Center Staff

ChairmanTom StinnettTom StinnettDerby City RVClarksville, IN

PresidentMike Molino,CAERVDAFairfax, VA

Secretary/TreasurerRandy BilesPikes PeakTravelandColorado Springs,CO

DirectorErnie FriesenAll Seasons R.V.Yuba City, CA

DirectorRick HorseyParkview RVCenterSmyrna, DE

DirectorDan PearsonPleasureLand RVCenter, Inc.St. Cloud, MN

RVAC Board of Directors

The RV Learning Center Board of Directors

9

Brought to you by RVDA,RVDA of Canada, and the RV Learning Center.

THANKS TO OURCORPORATE SPONSORS


OFFICERSChairmanAlden KowarskyAlco VRLaval, QC

Vice ChairmanGarth BromleyTranscona Trailer SalesWinnipeg, MB

TreasurerIan MooreBig Boy’s ToysNanoose Bay, BC

Past ChairmanKim StoneStone’s RV & Home CentreNew Glasgow, NS

DIRECTORSAlbertaKyle RedmondBucars RV CentreBalzac, AB

AtlanticGeorge GoodrickAdventure Sports Ltd.Dartmouth, NS

AtlanticBruce MarshCape Breton Trailer SalesBras D’or, NS

British ColumbiaGord BraggHub City RV Ltd.Nanoose Bay, BC

ManitobaJim GorrieGNR Camping WorldWinnipeg, MB

OntarioSam ParksCamp-Out RV Ltd.Stratford, ON

QuebecJean-François LussierHorizon LussierMarieville, QC

SaskatchewanDarren GelowitzVillage RVRegina, SK

STAFFEleonore HammPresidentRVDA of Canada

Richmond, BCAnita LienProgram CoordinatorRVDA of Canada

Richmond, BCSylvia WillisAdministrative AssistantRVDA of CanadaRichmond, BC

Iwould like to congratulate you for attending thisyear’s RV Dealers International Convention/Expo

in Las Vegas. I applaud your initiative in participatingin this truly exceptional event and thereby takingcharge of your own business destiny. This year theconvention, aptly themed “ReVolution – Take ChargeToday,” will let you acquire the tools necessary tothrive as the RV industry revives. Welcome!

You asked, and we listened. As per your requests,we have kept the Dealer/Manufacturer BrandCommittees as stand-alone sessions on Monday andTuesday. This enables you to have a representative atthe meetings without having to sacrifice any educa-tional time. The 2011 DSI survey results will beunveiled at these meetings, so make sure you attendfor those brands that your dealership carries.Remember, you can only attend a meeting if yourepresent that brand.

We have also opened up the Expo earlier this yearto allow you additional time with your suppliers.You’ll find a listing of all the exhibitors in thisprogram, along with the Expo Hall map. This year’sopening reception in the Expo will commence at 4:00p.m. on Tuesday. Stop by to say hello to your currentand future business partners.

This year’s opening general session will be abreakfast on Wednesday morning at 8:00 a.m.Garrison Wynn will kick things off with his energeticand entertaining message about achieving success.Mr. Wynn is going to outline the qualities it takes tobe chosen for the job. Come and understand whypeople will either choose your products and servicesor those of your competitors.

Another session which I think you’ll find inter-esting is Joni Stuker’s presentation, “Proven TopSecrets to Drive More Business.” We’re alwayslooking for more business, right? The session covers

steps on how to take advantage of themany leads that already exist around us, aswell as specific tactics for effective proce-dures. This workshop is being held onThursday afternoon.

This year’s Canadian annual meeting will be onWednesday from 11:15 a.m. to 12:30 p.m. I lookforward to seeing all of you there. Not only will wehighlight a few national initiatives being undertakenby the RVDA of Canada, but we also have HuwWilliams from Impact Public Affairs presenting anoverview of Go RVing Canada’s PR initiatives andthe opportunities available to the dealer body fortagging on to the marketing program.

Another session on Wednesday will deal withCanadian compliance issues pertaining to RV impor-tation and border services requirements. Come andhear Cole International customs brokers give us anupdate and practical advice on importation, pre-clear-ance, and the steps necessary to ensure that bothTransport Canada and Canadian Border Servicesrequirements are met.

One of this year’s panel sessions will be “FutureFuel Prices – What You Need to Know.” There willbe a discussion on the factors that influence the priceof fuel globally and knowledgeable perspectives onhow to address this topic with your customers. Thispanel includes Canadian RV dealer Bill Redmondfrom Bucars RV Centre in Calgary, AB.

I look forward to seeing you all during theconvention. Don’t forget to come by and say hello atthe Canadian Reception on Tuesday evening inBrasilia 1. Another great networking opportunityawaits you there.

Enjoy the convention!

Alden Kowarsky, Alco VR, Laval, QCChairman, RVDA of Canada

RVDA of Canada Board of Directors 2011

RVDA of Canada Welcome


General Information

Registration/Name BadgesA name badge is required for all toattend workshops or walk theExpo. Visit the registration desklocated in the Rotunda to pick upyour badge or to register.

RV Learning Center StoreThe store will be open at exhibithall booth 501-600. Help youremployees grow with the Center’smanuals, workbooks, audiovisualmaterials, and online training.

Store Hours:Tues., 10/4, 1:00 - 6:00 p.m.Wed., 10/5, 12:30 - 4:15 p.m.Thurs., 10/6, 10:00 a.m. - 1:15 p.m.

Stop by the store for material tohelp your team grow theirexpertise. Staff is on hand todemonstrate online training andcertification preparation programs.

*Free shipping on everything youpurchase*

Addendum to Program GuideThis contains the latest updates andannouncements, as well as addi-tional exhibitor listings. It isinserted separately with your onsiteprogram guide. For additionalcopies, stop by the registration desk.

Electronic DevicesAs a courtesy to all conventionattendees, RVDA requests thatindividuals turn electronic deviceson silent during education sessions.If it is necessary to use your cellphone, please step outside to avoiddisturbing others. Recording thesesessions is not permitted. Audiorecordings of most sessions areavailable for purchase at the AudioPrint International, Inc. sales desk.

Audio SalesRecordings of most sessions areavailable on CD. Use the orderform that is pre-stuffed in yourconvention padfolio or visit theAudio Print International, Inc.sales desk. Post-convention sales ofrecordings are also available.

EvaluationsYour feedback helps RVDAcontinue to provide professionaleducation programs and a world-class convention. Please give usyour feedback at the conclusion ofeach session by filling out the eval-uation form you receive. After theconvention, we will e-mail you alink to the overall convention eval-uation, so we can incorporate yourfeedback into the planning fornext year’s convention.


Convention/Expo Agenda-At-A-Glance

Monday, October 37:00 a.m.-5:30 p.m. Registration Desk Open8:00-11:30 a.m. RVDA of America Board of

Directors Meeting12:00-3:15 p.m. RVDA of America Board of

Delegates Meeting12:00-5:00 p.m. RVDA of Canada Board of

Directors Meeting3:00-9:00 p.m. Expo Booth Set Up3:30-4:45 p.m. Jayco Partners In Progress Brand

Committee Meeting5:00-6:15 p.m. Heartland Partners In Progress

Brand Committee Meeting

Tuesday, October 47:00 a.m.-6:00 p.m. Registration Desk Open8:00 a.m.-12:15 p.m.Proprietary Workshops8:00 a.m.-4:30 p.m. Service Writer/Advisor Training

(separate registration)

8:00-9:15 a.m. Dutchmen/Coleman Partners InProgress Brand CommitteeMeeting

9:30-10:45 a.m. Keystone Partners In ProgressBrand Committee Meeting

11:00 a.m.-12:15 p.m. Winnebago/Itasca/Era Partners InProgress Brand CommitteeMeeting

12:30-1:45 p.m. Monaco/Holiday Rambler/R-VisionPartners In Progress BrandCommittee Meeting

12:30-1:45 p.m. CrossRoads Partners In ProgressBrand Committee Meeting

1:00-6:00 p.m. Expo Open2:00-3:15 p.m. Prime Time Partners In Progress

Brand Committee Meeting3:30-4:45 p.m. KZ Partners In Progress Brand

Committee Meeting4:00-6:00 p.m. Reception in Expo5:00-6:15 p.m. Forest River Partners In Progress

Brand Committee Meeting

GECapital, Commercial Distribution Finance (CDF)has served the RV industry for more than 30

years by creating unique programs to help dealersmanage their business by financing their new, used,or rental inventory.

A proud supporter of the industry, CDF is asponsor of the RVDA, regional associations, showsponsorship, and Go RVing, to name a few.

“In today’s market, it is of critical importance towork together to share best practices and supportone another through industry associations,” said PeteLannon, managing director-RV for GECapital’s CDF business. “We are longtimesupporters of the RVDA because of itsvalue to the RV industry.”

CDF offers several interestingprograms for RV dealers. In addition to itsspecial manufacturer programs, dedi-cated sales and service representatives,and advanced online reporting and

payment systems, CDF offers subsi-dized support of Spader True™subscriptions for approved dealers.Spader allows dealers to comparetheir performance on a wide variety ofdetailed metrics on expenses, salesmix, and profit margins, by depart-ment, against industry averages. Inaddition, approved dealers can receivefree GE Reporting from Statistical Surveys.

“GE Capital wants our dealers to have the bestfinancial reporting and forecasting tools togrow their businesses,” said Lannon. “Weare pleased to help make these productsavailable to dealers.”

Dealers interested in CDF’s floorplanprograms can apply online atwww.gecdf.com/industries/rv.html or call800-289-4488.

A D V E R T O R I A L

GE Capital Supports The Industry With RVDA Sponsorship

Pete Lannon

152011 RV DEALERS INTERNATIONAL CONVENTION/EXPO

6:30-7:45 p.m. Thor Motor Coach Partners InProgress Brand CommitteeMeeting

Wednesday, October 57:00 a.m.-5:00 p.m. Registration Desk Open8:00-9:30 a.m. Breakfast/General Session with

Garrison Wynn9:45-11:00 a.m. Education Sessions11:15 a.m.-12:30 p.m. RVDA of America Annual Meeting

& RVDA of Canada AnnualMeeting

12:30 p.m.-1:30 p.m. Past Chairman’s Luncheon (Invitation Only)

12:30-4:15 p.m. Expo Open (Lunch in Expo)2:45-4:00 p.m. Education Sessions4:15-5:30 p.m. Special Session: Does 1 +1 Still

Equal 2? The RV Industry in 2012and Beyond

6:30-10:00 p.m. CCeelleebbrraattee EExxcceelllleennccee::AAnn AAllll--IInndduussttrryy GGaallaaSeparate ticket required

Thursday, October 67:45 a.m.-4:30 p.m. Registration Desk Open8:00-9:30 a.m. Breakfast/General Session with

Commander Kirk Lippold, USN (Ret.)9:45-11:00 a.m. Education Sessions10:00 a.m.-1:15 p.m.Expo Open (Lunch in Expo)1:15-2:30 p.m. Sales Super Session with Chip

Eichelberger1:15-2:30 p.m. Education Sessions2:45-4:00 p.m. Education Sessions4:15-5:30 p.m. Education Sessions5:45-6:45 p.m. Women Leaders in the RV

Industry Happy Hour (cash bar)

Friday, October 77:15-7:45 a.m. Early Bird Coffee7:45-10:45 a.m. Super Session: Open Lot

Insurance Musts to Stay inBusiness

It’s a strange world we live in, and seeminglycontradictory economic indicators leave uswondering if old adages still hold true. Serena Tseand Scott Cohen, industry research analysts atGE Capital, Americas, will discuss variouseconomic indicators affecting the RV industry,industry trends, and their outlook for how it willall shake out. Tse is a senior vice president andsenior research analyst covering the constructionand transportation sectors. With more than 15years of experience following these industries, shestrives to analyze general economic conditions,

cyclical and secularindustry trends, andregional dynamicsaffecting construction and transportation. Tsepublishes quarterly “Industry Research Monitors,”regional “Trends,” and monthly “Updates.” Shealso publishes the annual “GE CapitalTransportation Survey.” Cohen is a senior researchanalyst whose work focuses on the consumer,media, and communications sectors. He recentlyhelped develop a forecasting tool for a client inthe leisure-vehicle sector.

Join your fellow members for the RVDA ofAmerica Annual Meeting as chairman TimO’Brien and president Mike Molino reviewimportant issues facing dealers, the RV industry,and your association. Members will also elect andinstall incoming association officers.

RVDA will honor association awards recipi-ents at this session, including the association’smost prestigious honor, the James B. Summers

( JBS) Award.The annualmeeting willalso feature areport on RV Learning Center activities by RVLearning Center Chairman Jeff Pastore, who willupdate members on education programs availablethroughout the year.


Garrison Wynn

The Real Truth About Success: What the Top One PercentDo Differently and Why They Won’t Tell YouGet started for a big day of professional develop-ment during this high-powered breakfast withbest-selling author Garrison Wynn. AmongWynn’s “truths” about success: It’s not aboutbeing good at what you do, it’s about consistentlybeing chosen to do it. And geniuses with the bestproducts don’t always win out over lesser mortals,he says. During his presentations he helps peopleunderstand how to go beyond merely being great

at what they do and focus instead on what ittakes to be chosen for the job. With his back-ground as a former Fortune 500 department headand professional stand-up comedian, Wynn excelsin delivering a serious, business-based message ina humorous manner. He also hosts televisionspecials and national radio programs and regu-larly contributes business articles to TheWashington Post.

RVDA of America Annual Meeting

Breakfast/General Session with Garrison Wynn

Wednesday, October 5, 11:15 a.m. - 12:30 p.m. Brasilia 2 & 6

Mike Molino Jeff PastoreTim O’Brien

Special Session with GE Capital Industry Research AnalystsWednesday, October 5, 4:15 - 5:30 p.m., Brasilia 1 & 4

Scott Cohen

Wednesday, October 5, 8:00 - 9:30 a.m., Brasilia 2 & 6

Does 1+1 Still Equal 2? The RV Industry in 2012 and Beyond

Serena Tse


Awards to top-performing manufacturers at theCelebrate Excellence: An All-Industry Gala at the Rio All-SuiteHotel & Casino on October 5.

The Gala will include a recep-tion, full dinner, awards ceremony,and dancing. Business casual attire.

Separate ticket required.Convention registrants: $99Non-convention registrants:$199. Tickets are available atthe registration desk.

An All-Industry Gala

CelebrateExcellence

WednesdayOctober 5

6:30 - 10 p.m.Brasilia 2 & 6

Join your colleagues from across the RVindustry as RVDA presents the association’sDealer Satisfaction Index (DSI) Quality Circle

Breakfast/GeneralSession with CDR Kirk Lippold (Ret.)

Managing Risk in anEra of Uncertainty

Commander KirkLippold (Ret.) and hiscrew distinguishedthemselves by savingthe American warshipUSS Cole fromsinking during one ofal Qaeda’s most brazen

acts of terrorism prior toSeptember 11, 2001. Duringhis presentation, Lippold willexplain how the ability oforganizations to react quicklyto a crisis, adapt strategies todeal with unforeseen circum-stances, and then choose thebest course of action comesonly from thinking throughthe unimaginable. Lippold isnow president of Base to Peak,a consulting firm specializingin training programs, crisismanagement, and long-rangestrategic planning. He alsoserves with Military FamiliesUnited, an advocacy group formilitary families.

Thursday, October 6 8:00 - 9:30 a.m., Brasilia 2&6

Kirk Lippold


Join the RVDA of Canada for its traditional recep-tion on Tuesday evening after the Expo closes. It’san excellent opportunity to mingle with fellowCanadian delegates. The reception is sponsored by

GE Capital, Commercial Distribution FinanceCanada, and XtraRide Service Agreements(brought to you by Lyndon/DFS AdministrativeServices Inc. – A Protective Company).

RVDA of Canada Reception (Open to all Canadians)Tuesday, October 4, 6:00 - 7:30 p.m., Brasilia 1

Canadian Customs Compliance SessionWednesday, October 5, 2:45 - 4:00 p.m., Brasilia 5

Importing RVs into the Canadianmarketplace is usually a seamlessprocess, until a sudden paperworkerror or policy change occurs. Doyou know your responsibilities asan importer of record and how toaddress potential audits? ThisCanadian customs compliancesession, presented by David Bosse,vice president of consulting forCole International, will reviewissues currently affecting theCanadian recreation industry. Thisdetailed session will include:Managing Canadian customscompliance• Key areas of focus• How to handle errors

• Customs audits – how theywork and what you need to do

Customs monetary penaltysystem • Outline of the system• Audit targets for 2011-2012• Current issues• Proposed changes to penalty

limits• Mitigating penaltiesTransport Canada – process,problems, and issues• Import issues with vehicles

and trailers• Pre-approved status• Registrar of Imported Vehicles

program (RIV)

David Bosse is alicensed Canadiancustoms broker with30+ years of experiencein international trade. He holds aManagement Certificate from theUniversity of Alberta and aConsulting Certificate from theUniversity of Calgary. He is aboard member of the CanadianAssociation of Importers andExporters. He will be glad toanswer questions about cross-border trade compliance duringthis session. The Cole group ofcompanies provides customsbrokerage and consulting servicesin Canada and the United States.

David Bosse

RVDA of Canada Annual Meeting

Wednesday, October 5, 11:15 a.m. - 12:30 p.m., Brasilia 7

Join the RVDA of Canada’s annual assembly for areport on current association activities and a

review of key association initiatives undertaken overthe past year. We will also feature Huw Williams,president of Impact Public Affairs, who will reviewhow to best leverage the Go RVing Canada PR andadvertising efforts at the dealership level.Participants will gain step-by-step guidelines andrelated tools and learn how to become involved in aunified industry voice. Participants will also learnspecific techniques to grab customer and mediaattention alike.

Williams specializes in government, public, andmedia relations and has appeared frequently onCBC and CTV national news. He authored “AGovernment Relations Guide for Directors of Non-

Profit Organizations,” published by theCanadian Society of AssociationExecutives (CSAE). He also served on the board ofthe Government Relations Institute of Canada andwas named the 2010 worldwide Public AffairsProfessional of the Year finalist by PRNewsMagazine. Other accolades include the CSAE 2010Griner Award for outstanding “BusinessExcellence,” and a spot on The Hill Times’ 2009 listof the top 100 lobbyists in Canada.

He has a Masters of Business Administrationfrom the University of Ottawa and a Bachelor ofArts from the University of Calgary.

This event is also a great opportunity to meetthe RVDA of Canada board and staff, and networkwith fellow Canadian participants. Please join us!

Huw Williams

Partners in Progress Brand Committee Meetings dealers only


Monday, October 33:30 - 4:45 p.m. Jayco Brasilia 55:00 - 6:15 p.m. Heartland Brasilia 5

Tuesday, October 48:00 - 9:15 a.m. Dutchmen/Coleman Brasilia 59:30 - 10:45 a.m. Keystone Brasilia 511:00 a.m. - 12:15 p.m. Winnebago/Itasca/Era Brasilia 512:30 - 1:45 p.m. Monaco/Holiday Rambler/R-Vision Brasilia 512:30 - 1:45 p.m. CrossRoads Brasilia 42:00 - 3:15 p.m. Prime Time Brasilia 53:30 - 4:45 p.m. KZ Brasilia 55:00 - 6:15 p.m. Forest River Brasilia 56:30 - 7:45 p.m. Thor Motor Coach Brasilia 5

Do you carry one of these manufacturers/brands?Partners in Progress Brand Committee meetingsprovide dealers a forum to discuss brand-specificissues with top management from participating

manufacturers. Only dealers who carry the specificbrand may attend. Dealer volunteers moderate themeetings. Make time to attend these importantsessions.

20 2011 RV DEALERS INTERNATIONAL CONVENTION/EXPO20

RVDA of Canada Endorsed Products

Anti-Theft Traceable Etched GlassProgramSAL Group – Industrial AlliancePacificwww.iapacific.comKevin Calladine: 306-230-2682

Appearance ProtectionSAL Group – Industrial AlliancePacificwww.iapacific.comKevin Calladine: 306-230-2682

Creditor InsuranceSAL Group – Industrial AlliancePacific www.iapacific.comKevin Calladine: 306-230-2682

Group Benefit ProgramFederated Insurance Company ofCanada, A Northbridge FinancialCompanywww.federated.ca Daniel Saindon: 800-665-1934

Merchant Payment Processing ServicePayLogec Merchant Solutionswww.elavon.comDon Andrews: 604-541-8781 or866-288-1587 ext 101Sandy Salmon: 778-838-6052 or866-288-1587 ext 104

Property & Casualty InsuranceFederated Insurance Company ofCanada, A Northbridge FinancialCompanywww.federated.ca Burnaby, BC: 800-939-7788Edmonton, AB: 800-661-8617Calgary, AB: 800-342-9157Saskatoon, SK: 866-291-0523Winnipeg, MB: 800-665-1934London, ON: 800-461-3117Mississauga, ON: 800-387-5953Laval, QC: 800-361-0790Atlantic Region: 800-361-0790

RV Retail FinancingRBC Royal Bankwww.rbc.com

National:George Steinsky: 416-313-8361Western Canada:Erik Jensen: 604-461-3003Ontario:Gary Pritchard: 416-955-2889Atlantic:Carole Vautour: 506-870-3797Quebec:Mathieu Gagnon: 514-219-8280

RVDA/Spader 20 GroupThe Spader Companieswww.spader.com [email protected] 800-772-3377

WarrantySAL Group – Industrial AlliancePacificwww.iapacific.comKevin Calladine: 306-230-2682

Web and Internet ServicesRVHotlineCanada.comwww.rvhotlinecanada.com866-642-2343

Credit Card ProcessingBank of America MerchantServiceshttps://rvdealer.bankofamerica.comjay.e.machamer@bankofamerica(800) 876-8544

Disability Income Insurance/Paycheck Protection BenefitsAmerican Fidelity [email protected](877) 967-5748, Ext. 8699

Emergency Roadside and TechnicalAssistanceCoach-Net/[email protected](800) 863-6740

Employee TestingCaliper [email protected](609) 524-1214

Extended Service AgreementsXtraRide RV Service AgreementProgramwww.protective.com/[email protected](800) 950-6060, Ext. 5738

Health InsuranceMass Marketing InsuranceConsultants, Inc. (MMIC) www.mmicinsurance.com/rvda/[email protected](800) 349-1039

Lead Qualifier Program Customer Service Intelligence, Inc.(CSI)[email protected](800) 835-5274

Pre-owned RV AppraisalGuidanceN.A.D.A. RV Appraisal [email protected](800) 966-6232, Ext. 235

Propane and Propane SuppliesSuburban [email protected](800) 643-7137

RVDA/Spader 20 GroupsSpader Business [email protected](800) 772-3377

Shipping Discounts PartnerShip, [email protected](800) 599-2902

RVDA of America Endorsed Products


40 YearAvalon RV Center, Inc.Medina, OH

Boulevard Trailers, Inc.Whitesboro, NY

J. D. Sanders, Inc.Alachua, FL

Modern Trailer Sales &Service, Inc.Osseo, MN

Setzer’s World ofCamping, Inc.Huntington, WV

Stoltzfus RV’s &MarineWest Chester, PA

Stoltzfus RV’s, Inc.Adamstown, PA

W. E. S. Trailer Sales,Inc., Wading River, NY

35 YearBallantyne RV &Marine, Victor, NY

Gayle Kline RV Center,Inc., Mountville, PA

30 YearNewell CoachMiami, OK

25 YearBell Camper SalesBartlesville, OK

Clear Creek RV CenterSilverdale, WA

Driftwood RV CenterClermont, NJ

El Monte RVSanta Fe Springs, CA

El Monte RV/TraylorMotor Homes, Inc.Palmer, TX

Farnsworth CampingCenter, Inc.Elysburg, PA

Greeneway, Inc.(Route 66 Dealer)Wisconsin Rapids, WI

Harberson RV -Pinellas, LLCClearwater, FL

Hilltop RV SuperstoreEscanaba, MI

Hi-Way Campers, Inc.Plainfield, CT

Moore’s RV, Inc.North Ridgeville, OH

Niel’s Motor HomesNorth Hills, CA

Price-Rite Boat &Camper Sales ofYoungsville, LLCYoungsville, NY

Range Vehicle Center, Inc.Hesperia, CA

Russ Dean Family RV CenterPasco, WA

RV’s Northwest, Inc.Spokane Valley, WA

Schaap’s RV TravelandSioux Falls, SD

RVDA Recognizes Long-Term Dealer Members

40 Year

AIRXCEL RV GroupWichita, KS

Stag-Parkway Atlanta, GA

35 Year

Carefree of ColoradoBroomfield, CO

30 Year

Atwood Mobile ProductsElkhart, IN

RVDA Recognizes Long-Term Associate Members


DEALER/GENERAL MANAGER SCHEDULE OF EVENTS

Wednesday, October 58:00 - 9:30 a.m.Breakfast/General Session Garrison Wynn, Wynn SolutionsBrasilia 2 & 6 (See page 16)

9:45 - 11:00 a.m.Influence in Action: How to Consistently Hold PeopleAccountable Garrison Wynn, Wynn SolutionsBrasilia 1 & 4During this workshop, attendees willlearn:• How to create a culture of account-

ability• Methods for turning low-level

performing employees into topperformers

• The value every employee brings toan organization

2:45 - 4:00 p.m.Industry Panel on FederalRegulatory ComplianceModerator: Brett Richardson, RVDAStephan King, Moss Adams, LLPKen Rishel, Rishel Consulting GroupCarolyn Sprogis, Bank of the WestBrasilia 1 & 4During this workshop, attendees willlearn:• How the SAFE Act affects RV

dealers and full-time RVers• How to work with third parties

on compliance issues• How to initiate an internal dealer-

ship compliance policy and ensuretraining, updating and testing

2:45 - 4:00 p.m.Canadian Customs ComplianceSessionDavid Bosse, Cole InternationalBrasilia 5During this workshop, attendees willlearn:• Your responsibilities as an

importer of record• How to handle an audit• The major issues currently

impacting the recreation industryin Canada

4:15 - 5:30 p.m.Special Session: Does 1+ 1 StillEqual 2? The RV Industry in2012 and Beyond Serena Tse, GE Capital, AmericasScott Cohen, GE Capital, AmericasBrasilia 1 & 4During this workshop, attendees willlearn:• The economic indicators that affect

the RV industry• Important industry trends• The economists’ views on how it

will all shake out


Thursday, October 68:00 - 9:30 a.m.Breakfast/General Session CDR Kirk Lippold (Ret.) Brasilia 2 & 6 (See page 17)

9:45 - 11:00 a.m.Future Fuel Prices – What YouNeed to Know Tom Walworth, Statistical Surveys,Inc.Bill Redmond, Bucars RV CentreJohn McCluskey, Florida OutdoorsRV CenterJohn Felmy, American PetroleumInstitute Brasilia 1 & 4During this workshop, attendees willlearn:• The impact that future fuel prices

will have on consumers and what itmeans for the RV dealer

• How to gain a different perspectiveon the effects of fuel pricing intoday’s economy

• How to positively address fuelprice issues with your employeesand customers

1:15 - 2:30 p.m.Super Session: S.W.I.T.C.H. OnYour Sales Success Chip Eichelberger, Get Switched On!Brasilia 2 & 6During this workshop, attendees willlearn:• How to stand out from the compe-

tition • Skills for engaging people on every

phone call and personal interaction• Why customer retention is even

more important than customeracquisition

4:15 - 5:30 p.m.Four Pillars of the DealershipBusinessChuck Marzahn, Marzahn & KingConsulting, Inc.Brasilia 1 & 4During this workshop, attendees willlearn:• A fresh perspective on how dealer-

ship departments are interrelatedand always changing

• How to teach others at the dealer-ship – both managers andemployees

• How each facet of the dealershipcontributes to a customer’s percep-tion of value

Friday, October 77:45 - 10:45 a.m.Super Session: Open LotInsurance Musts to Stay inBusinessMichael Neal, Georgina Roy, ReedBrothers Insurance Group, Div. ofBrown & Brown Ins.Brasilia 1During this workshop, attendees willlearn:• Why you should have a limit or

cap on the deductibles of your RVopen lot policy

• How to understand the co-insur-ance element of your propertypolicy

• The necessity of having a businessincome policy


Wednesday, October 58:00 - 9:30 a.m.Breakfast/General Session Garrison Wynn, Wynn SolutionsBrasilia 2 & 6 (See page 16)

9:45 - 11:00 a.m.Integrating Social MediaEffectivelySheril Vergara, RH Power &AssociatesLambadaDuring this workshop, attendees willlearn:• How to reach RV social media

prospects and build relationshipswith them

• How to incorporate a social mediastrategy into your currentmarketing program

• How to manage your socialaccounts effectively

2:45 - 4:00 p.m.Managing and Selling to InternetLeadsTom King, Marzahn & KingConsulting, Inc.Brasilia 3During this workshop, attendees willlearn:• Methods for processing Internet

leads – who does what, and why• How to respond effectively to

Internet leads• How to turn Internet leads into

sales


the RV industry• Important industry trends• The analysts’ views on how it will

all shake out

Thursday, October 6 8:00 - 9:30 a.m.Breakfast/General Session CDR Kirk Lippold (Ret.) Brasilia 2 & 6 (See page 17)

9:45 - 11:00 a.m.People Skills: Stabilize YourWorkforceRoger Preble, People Skills in a BoxBrasilia 3During this workshop, attendees willlearn:• Communication and phone skills

that provide an advantage• How to overcome hidden barriers

and gain others’ trust and confi-dence

• Why people ultimately choose todo business with you

SALES SCHEDULE OF EVENTS


1:15 - 2:30 p.m.Proven Top Secrets to DrivingMore BusinessJoni Stuker, Owner ConnectBrasilia 3During this workshop, attendees willlearn:• How to generate consistent traffic• Ways to increase sales growth• How to develop referrals and

strong self-marketing abilities

2:45 - 4:00 p.m.A Day on the Auction BlockKevin Cooper, Manheim SpecialtyAuctionBrasilia 3During this workshop, attendees willlearn:• How to use auctions to manage

their inventory needs• How to use auction tools to make

educated buying decisions• How to host a “mock auction”

4:15 - 5:30 p.m.Getting the Most from Go RVingLeadsChad Strohl, The Richards GroupPhil Ingrassia, RVDABrasilia 5During this workshop, attendees willlearn:• Features of the Go RVing Leads-

plus program• How to efficiently download Go

RVing leads• How to use the Go RVing promo-

tional toolbox

Friday, October 77:45 - 10:45 a.m.Super Session: Open LotInsurance Musts to Stay inBusinessMichael Neal, Georgina Roy,Reed Brothers Insurance Group, Div.of Brown & Brown Ins.Brasilia 1During this workshop, attendees willlearn:• Why you should have a limit or





Wednesday, October 5 8:00 - 9:30 a.m.Breakfast/General Session Garrison Wynn, Wynn SolutionsBrasilia 2 & 6 (See page 16)

9:45 - 11:00 a.m.RV Service EmployeeImprovement: A ServiceManager’s ResponsibilityJim Carr, FRVTABrasilia 5During this workshop, attendees willlearn:• Best practices in employee

compensation packages; flat-ratevs. hourly

• Technician and service trainingopportunities

• Details of the NEW TechnicianCareer Ladder

9:45 a.m. - 12:30 p.m.Super Session: Five Rules ofEngagement for ServiceCustomersDon Reed, RV Max TrainingSolutionsBrasilia 3During this workshop, attendees willlearn:• How to increase shop productivity

and improve repair cycle times • How to increase sales and profits

per work order• Skills to build RV owner retention

2:45 - 4:00 p.m.How Good is Your Tech TrainingProgram?Terry Cooper, Mobile RV AcademyLambadaDuring this workshop, attendees willlearn:• How to hire more qualified techni-

cians• Methods to train and educate your

technicians to be their best• How to save training dollars



will all shake out


EMPLOYEE MANAGEMENT & DEVELOPMENT SCHEDULE OF EVENTS


9:45 - 11:00 a.m.The Way to Sell to the PostRecession RV Service CustomerJeff Cowan, Jeff Cowan’s PROTALKBrasilia 5During this workshop, attendees willlearn:• How to work with the post reces-

sion customer • How to develop a more profes-

sional service staff with a results-oriented training program

• Techniques for increasing reten-tion, professionalism, customersatisfaction, and service sales

1:15 - 2:30 p.m.Super Session: Part OneService Walk-Around TrainingGreg Schneider, Spader BusinessManagementBrasilia 1 & 4During this workshop, attendees willlearn:• The four reasons for doing a

service walk-around• The “how-tos” of a proper walk-

around• The seven tools of a walk-around

2:45 - 4:00 p.m.Super Session: Part TwoService: Know Your True Cost ofDoing BusinessGreg Schneider, Spader BusinessManagementBrasilia 1 & 4During this workshop, attendees willlearn:• How Collect-able™ Efficiency and

productivity are different, and howto manage them

• Your true cost of doing businessand the proper way to set labor rates

• How to create a budget for servicedepartment profitability

4:15 - 5:30 p.m.Stand on Your Strengths toSucceedFran Van Pelt, Spader BusinessManagementBetty Mills, Marzahn & KingConsulting, Inc.Brasilia 3During this workshop, attendees willlearn:• How to understand their “Myers

Briggs” personality type• How their personal preferences

affect personality type• How to communicate more effec-

tively by understanding how othersperceive them

Friday, October 77:45 - 10:45 a.m.Super Session: Open LotInsurance Musts to Stay inBusinessMichael Neal, Georgina Roy, ReedBrothers Insurance Group, Div. ofBrown & Brown Ins.Brasilia 1During this workshop, attendees willlearn:• Why you should have a limit or




Wednesday, October 5 8:00 - 9:30 a.m.Breakfast/General Session Garrison Wynn, Wynn SolutionsBrasilia 2 & 6 (See page 16)

9:45 - 11:00 a.m.Influence in Action: How to Consistently Hold PeopleAccountable Garrison Wynn, Wynn Solutions Brasilia 1 & 4During this workshop, attendees willlearn:• How to create a culture of account-

ability• How to turn low-level performing

employees into top performers• The value every employee brings to

an organization

9:45 - 11:00 a.m.Integrating Social MediaEffectivelySheril Vergara, RH Power &AssociatesLambadaDuring this workshop, attendees willlearn:• How to reach RV social media

prospects and build relationshipswith them

• How to incorporate a social mediastrategy into your currentmarketing program

• How to manage your socialaccounts effectively

2:45 - 4:00 p.m.Advanced Rental Topics: LotOperationsMartin Onken, ExpeditionMotorhomes, Inc.Donn Kaebisch, RV Rental OutletTom Zeilstra, Pierce RV SupercenterBrasilia 7During this workshop, attendees willlearn:• Pre-rental preparations that will

ensure customer satisfaction• How to clean and repair rental

units, complete check-ins, andhandle service calls

• The employee-customer dynamicsat a rental lot



will all shake out



RENTAL SCHEDULE OF EVENTS


9:45 - 11:00 a.m.Future Fuel Prices – What YouNeed to Know Tom Walworth, Statistical Surveys, Inc.,Bill Redmond, Bucars RV Centre,John McCluskey, Florida OutdoorsRV Center,John Felmy, American PetroleumInstitute Brasilia 1 & 4During this workshop, attendees willlearn:• The impact of future fuel prices on

consumers and RV dealers• How to gain a different perspective

on the effects of fuel pricing• How to positively address fuel

price issues with your employeesand customers

9:45 - 11:00 a.m.People Skills: Stabilize YourWorkforceRoger Preble, People Skills in a BoxBrasilia 3During this workshop, attendees willlearn:• Communication and phone skills

that provide an advantage• How to overcome hidden barriers

and gain others’ trust • Why people ultimately choose to

do business with you

1:15 - 2:30 p.m.How to Run a Successful RentalDepartmentRandall Jeremiah, Adventure on EarthBrasilia 7During this workshop, attendees willlearn:• How to integrate sales and rental

fleets and the best rental units tostart with

• How to increase service and bodyshop profitability with rentals

• The ins and outs of rental unitcleaning and maintenance

2:45 - 4:00 p.m.Advanced Rental Topics: OfficeOperationsMartin Onken, ExpeditionMotorhomes, Inc.Barry Raye, 84 RV Rentals & ServiceBrad Bacon, PleasureLand RVCenter, Inc.Brasilia 7During this workshop, attendees willlearn:• Specific business operations within

the rental office• Effective communication with

customers and employees to ensuresmooth operations

• Pricing and profit options andissues in the rental office

4:15 - 5:30 p.m.Getting the Most from Go RVingLeadsChad Strohl, The Richards GroupPhil Ingrassia, RVDABrasilia 5During this workshop, attendees willlearn:• Features of the Go RVing Leads-

plus program• How to efficiently download Go

RVing leads• How to use the Go RVing

promotional toolbox

Friday, October 77:45 - 10:45 a.m.Super Session: Open Lot InsuranceMusts to Stay in BusinessMichael Neal, Georgina Roy, ReedBrothers Insurance Group, Div. ofBrown & Brown Ins.Brasilia 1During this workshop, attendees willlearn:• Why you should have a limit or


• How to understand the co-insur-ance element of your property policy



Dealership Software that Grows Profits inEvery Department Carl Sconnely, Systems2000, Inc. BRASILIA 4

Easy as RV123 - Leverage the Power of RVClassified Sites to Grow Your Dealership’s SalesCarl Sconnely, Systems 2000, Inc. BRASILIA 4

Social Media: Why Some Dealers SeeResults and Others Don’t! Ron Wheeler,Wheeler Advertising, Inc. TANGO

Rescue Your Marketing Dollars ThroughIntegration Ron Wheeler, WheelerAdvertising, Inc. TANGO

All Things eBay Robert Basha, Auction 123& Clayton Stanfield, eBay MotorsBRASILIA 7

5 Easy Steps to Boosting Your OnlinePresence Tracy Roche, Auction123.comCONGA

Communicating with Video Technology – Your Competitive Advantage Walt Burns, EasyCare RV BRASILIA 1 Commercial Lending Solutions for RV Dealers: Floor Planning, Real Estate Loans, Lines of Credit, Insurance and Remarketing Bill Thompson, Ally Financial LAMBADA

2011 EDUCATION MATRIXTU

ESDA

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WED

NES

DAY,

OCT

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FRID

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ON

DAY 8:00 - 11:30 a.m.

12:00 - 3:15 p.m.

12:00 - 5:00 p.m.

3:30 - 6:15 p.m.

RVDA Board of Directors Meeting BRASILIA 1

RVDA of America Board of Delegates Lunch & Meeting BRASILIA 7

RVDA of Canada Board of Directors Lunch & Meeting TANGO

Partners in Progress Brand Committee Meetings: 3:30 - 4:45 p.m. Jayco BRASILIA 5 5:00 - 6:15 p.m. Heartland BRASILIA 5

8:00 a.m. - 4:30 p.m. Service Writer/Advisor Certification Preparation Training Workshop (separate fee) BRASILIA 3

8:00 a.m. - 12:15 p.m.

8:00 a.m. - 9:15 a.m.

Partners in Progress Brand Committee Meetings: 8:00 - 9:15 a.m. Dutchmen/Coleman BRASILIA 5 9:30 - 10:45 a.m. Keystone BRASILIA 5 11:00 a.m. - 12:15 p.m. Winnebago/Itsasca/Era BRASILIA 5

Prop

rieta

ry W

orks

hops

9:30 -10:45 a.m.

11:00 a.m. -12:15 p.m.

1:00 - 6:00 p.m.

6:00 - 7:30 p.m.

12:30 -7:45 p.m.

12:30 - 1:45 p.m. Monaco/HolidayRambler/R-Vision BRASILIA 52:00 - 3:15 p.m. PrimeTime BRASILIA 5 3:30 - 4:45 p.m. KZ BRASILIA 5 5:00 - 6:15 p.m. Forest River BRASILIA 5 6:30 - 7:45 p.m. Thor Motor Coach BRASILIA 5

12:30 - 1:45 p.m. Crossroads BRASILIA 4

Partners in ProgressBrand CommitteeMeetings:

RVDA of Canada Reception BRASILIA 1 (open to all Canadians)

Expo Open with Reception from 4:00 - 6:00 p.m. RIO PAVILION EXPO HALL

BREAKFAST/GENERAL SESSION WITH GARRISON WYNN The Real Truth About Success: What the Top One Percent Do Differently and Why They Won’t Tell You BRASILIA 2 & 68:00 - 9:30 a.m.

EEDDUUCCAATTIIOONN TTRRAACCKKSS:: DEALER/GENERAL MANAGER SALES & SALES MANAGEMENT

9:45 - 11:00 a.m.

Influence in Action: How to Consistently Hold People AccountableGarrison Wynn BRASILIA 1 & 4

Integrating Social Media EffectivelySheril Vergara LAMBADA

12:30 - 4:15p.m.

11:15 a.m. - 12:30 p.m.

Expo Open (Lunch available 12:30 - 1:30 pm) RIO PAVILION EXPO HALL

RVDA of America Annual Meeting for All Attendees BRASILIA 2 & 6 also RVDA of Canada Annual Meeting BRASILIA 7

2:45 -4:00 p.m.

Industry Panel on Federal Regulatory ComplianceStephan King, Ken Rishel, Carolyn Sprogis & BrettRichardson BRASILIA 1 & 4

Managing & Selling to Internet LeadsTom King BRASILIA 3

Canadian Customs Compliance Session David Bosse BRASILIA 5

4:15 - 5:30 p.m. SPECIAL SESSION Does 1 + 1 Still Equal 2? The RV Industry in 2012 and Beyond GE Capital industry research analysts Serena Tse & Scott Cohen BRASILIA 1 & 4

6:30 - 10:00 p.m. Celebrate Excellence: An All-Industry Gala (separate ticketed event) BRASILIA 2 & 6

8:00 - 9:30 a.m. BREAKFAST/GENERAL SESSION WITH KIRK LIPPOLD Managing Risk in an Era of Uncertainty BRASILIA 2 & 6

Future Fuel Prices – What You Need to Know Tom Walworth, John Felmy, John McCluskey & Bill RedmondBRASILIA 1 & 4

People Skills: Stabilize Your Workforce Roger PrebleBRASILIA 3

9:45 -11:00 a.m.

Expo Open (Lunch available 12:00 - 1:00 p.m.) RIO PAVILION EXPO HALL10:00 a.m. - 1:15 p.m.

1:15 -2:30 p.m.

2:45 -4:00 p.m.

4:15 -5:30 p.m.

SUPER SESSION S.W.I.T.C.H. On Your Sales Success Chip EichelbergerBRASILIA 2 & 6

Four Pillars of the Dealership BusinessChuck Marzahn BRASILIA 1 & 4

Proven Top Secrets to Driving More Business Joni Stuker BRASILIA 3

A Day on the Auction Block Kevin CooperBRASILIA 3

Getting the Most from Your Go RVing LeadsChad Strohl & Phil Ingrassia BRASILIA 5

5:45 - 6:45 p.m. Women Leaders in the RV Industry Happy Hour All attendees welcome Location TBD onsite (cash bar)

7:15 - 7:45 a.m.

7:45 -10:45 a.m.

Early Bird Coffee REGISTRATION DESK AREA

SUPER SESSION Open Lot Insurance Musts to Stay in Business Michael Neal & Georgina Roy BRASILIA 1


The All New Hayes G2 Brake Boss BrakeController George Cargo, Hayes BrakeController Company BRASILIA 1

What Coach-Net Can Do for YouKim Gregory, Coach-Net|NMCBRASILIA 1

Recession-Proof Your Business RaymondPadgett, Keystone Automotive Operations,Inc. LAMBADA

Composite Construction Materials & theEvergreen RV Story Doug Lantz & Kevin Slater,EverGreen Recreational Vehicles, LLC BRASILIA 7

Maximize Your Customer RelationshipsUsing CRM Sean Raynor, IDS - IntegratedDealer Systems LAMBADA

Reinsurance 101; Find the Untapped Potentialof a Dealer’s F&I Department Rick Roesel,NCompass Recreational Products CONGA

lers Seen Wheeler,

NGO

rs Throughheeler

al Lending Solutions for RV Dealers: Floor Planning, Real Estate Loans, Lines of Credit, Insurance and Remarketing Bill Thompson, Ally Financial LAMBADA

LIA 5

stone BRASILIA 5 11:00 a.m. - 12:15 p.m. Winnebago/Itsasca/Era BRASILIA 5

LIA 5 3:30 - 4:45 p.m. KZ BRASILIA 5 5:00 - 6:15 p.m. Forest River BRASILIA 5 6:30 - 7:45 p.m. Thor Motor Coach BRASILIA 5

o Differently and Why They Won’t Tell You BRASILIA 2 & 6

SALES MANAGEMENT EMPLOYEE MGT & DEVELOPMENT RENTAL

ocial Media Effectivelya LAMBADA

Integrating Social MediaEffectively Sheril VergaraLAMBADA

SUPER SESSIONFive Rules ofEngagement for ServiceCustomers Don Reed BRASILIA 3

Influence in ActionGarrison WynnBRASILIA 1 & 4

RV Service EmployeeImprovement Jim CarrBRASILIA 5

7

Selling to Internet LeadsRASILIA 3

How Good Is Your Tech Training Program?Terry Cooper LAMBADA

Advanced Rental Topics: Lot Operations MartinOnken, Tom Zeilstra & Donn Kaebisch BRASILIA 7

& Scott Cohen BRASILIA 1 & 4

Future Fuel Prices Walworth,Felmy, McCluskey & RedmondBRASILIA 1 & 4

Stabilize Your Workforce Roger Preble People Skills: StabilizeYour Workforce RogerPreble BRASILIA 3

The Way to Sell to the Post Recession RV ServiceCustomer Jeff Cowan BRASILIA 5

How to Run a Successful Rental Department Randall Jeremiah BRASILIA 7

Advanced Rental Topics: Office Operations Martin Onken, Barry Raye & Brad Bacon BRASILIA 7

SUPER SESSION Part One: Service Walk-AroundTraining Greg Schneider BRASILIA 1 & 4

SUPER SESSION Part Two: Service – Know YourTrue Cost Greg Schneider BRASILIA 1 & 4

ecrets to Driving More Business RASILIA 3

Auction Block Kevin Cooper

Most from Your Go RVing Leads& Phil Ingrassia BRASILIA 5

Getting the Most from Your Go RVing LeadsChad Strohl & Phil Ingrassia BRASILIA 5

Stand on Your Strengths to Succeed Betty Mills & Fran Van Pelt BRASILIA 3


WorkshopFloor Plan

Workshops

Exhibit Halls

Registration


Expo Information

Thanks to Our First Virtual ExhibitorsRVDA extends its heartfelt thanks to Bank of theWest, Blue Ox, MBA Insurance, Protective, Roadtrek,TRA Certification, and the RV Learning Center, whoparticipated in the association’s first Virtual Expo lastMarch. These companies took a chance on the virtualvenue, even though it was a first for most of them.Please stop by their booths and thank them for beingloyal and supportive partners to RVDA.

Expo Information and Hall HoursMore than 110 RV manufacturers, suppliers, distribu-tors, finance, insurance, and other industry supportcompanies are here to meet and do business with RVdealers. They’ll help you ReVolutionize your business.Use the exhibitor list on the following pages to planyour visits to the expo.

Tues., Oct. 4, 1:00 - 6:00 p.m.Expo open; reception begins at 4:00 p.m.

Wed., Oct. 5, 12:30 - 4:15 p.m.Expo open; walk-up lunch stations 12:30 - 1:30 p.m.

Thur., Oct. 7, 10:00 a.m. - 1:15 p.m.Expo open; walk-up lunch stations 12:00 - 1:00 p.m.

Networking Reception in the ExpoOne of the most popular events at the convention isthe annual reception in the Expo Hall. Complimentaryhors d’oeuvres and beverages will be available whileyou talk with exhibitors and browse the products andservices on display. The reception is scheduled earlierthis year to give you more time for dinner, shows,shopping, and fun in the casinos.

Tue., Oct. 4, 4:00 - 6:00 p.m.

Lunch in the ExpoLet RVDA take you to lunch – at the Expo! Enjoygreat food while networking with new acquaintancesand old colleagues. Visit booths before, during, andafter you dine.

Wed., Oct. 5, 12:30 - 1:30 p.m.Thur., Oct. 6, 12:00 - 1:00 p.m.

Expo Door PrizesEight exhibitors have donated door prizes to beraffled off to dealer attendees. Deposit yourdoor prize coupon in the specially markeddrum located at the registration desk. Listenfor your name to be announced – you must bepresent to win.

Hotel Door PrizesOnce again, attendees staying at the Rio All-Suite Hotel & Casino have the chance to winone of three fabulous prizes, based on whichcoupon they registered with.

May 31 couponShow tickets/restaurant coupon (two chances towin): a set of two tickets to any CaesarsEntertainment show (excluding shows at CaesarsPalace Coliseum) and a $100 restaurant coupon(restrictions apply).

August 6 couponGolf package: a round of golf for four players atthe Rio Secco golf course or, for non-golfers,two spa services.

September 3 couponA Vegas weekend getaway: a two-night/three-day stay at any Caesars Entertainmenthotel, with limo service to and from McCarranAirport.

A World of Training,booth 305: Ipad 2

Sentry Insurance,booth 106: SentryGolf Putter

Statistical Surveys,Inc., booth 206:Dealer AnalysisReport (DAR) one-year subscription

Certified Earth-FriendlyTechnologies, Corp.booth 712: MouseFree – do it yourselfone gallon kit

NCompassRecreationalProducts, booth 109:Minolta flip videocamera

Open Range RVCompany, booth 408:19” LCD TV

NTP Distribution,booth 319-418: Kiporgenerator

RV Trader, booth513-612: HD flipvideo camera


Alphabetical list of Exhibitors A World of Training . . . . . . . . . . . . . . . 305ADESA Specialty Auctions . . . . . . . . . . 426ADP Lightspeed . . . . . . . . . . . . . . . . . 441Adventure On Earth . . . . . . . . . . . . . . 104Airstream, Inc. . . . . . . . . . . . . . . . . . V-6/BAIRXCEL - RV Group . . . . . . . . . . . . . . 706Ally Financial . . . . . . . . . . . . . . . . . . . 411America's RV and Marine Auction . . . . 307Aqua-Hot Heating Systems, Inc.. . . . . . 209Atwood Mobile Products, LLC . . . . . . . 428Auction123.com . . . . . . . . . . . . . . . . . 429Bank of the West . . . . . . . . . 410-412-414Bitimec SPEEDY WASH, Inc. . . . . . 518-520Blue Ox. . . . . . . . . . . . . . . . . . . . . . . . 423Blue Water Finance . . . . . . . . . . . . . . . 421Brasher's Northwest RV, Marine & PowerSports Auction . . . . . . . . 503-602Carefree of Colorado. . . . . . . . . . . . . . 215Carriage, Inc. . . . . . . . . . . . . . . . . . . . . V-9Certified Earth Friendly Technologies Corp. . . . . . . . . . . . . . . . 712Coach-Net|NMC . . . . . . . . . . . . . 101-200Coast Distribution System . . . . . . . . . . . . . 606-607-608-609Cole International . . . . . . . . . . . . . . . . 425CornerStone United, Inc. . . . . . . . . . . . 714CrossRoads RV. . . . . . . . . . . . V-16 & V-18Cruiser RV, LLC . . . . . . . . . . . . . . . . . . V-7Cummins Onan Generators . . . . . . . . . 110Dealer Financial Services Group. . . . . . 311DealerVu Corporation . . . . . . . . . . . . . 711Diversified Insurance Management, Inc. . . . . . . . . . . . . 407-409Dometic, LLC . . . . . . . . . . . . . . . . 433-435DRV Luxury Suites, LLC . . . . . . . . . . . . V-1Duncan Systems, Inc.. . . . . . . . . . . . . . 515Dura Faucet . . . . . . . . . . . . . . . . . . . . 113Dutchmen Manufacturing, Inc. . . . . . . . V-6EasyCare RV . . . . . . . . . . . . . . . . . . . . 444El Monte RV . . . . . . . . . . . . . . . . . . V-11/BEverGreen Recreational Vehicles, LLC . . V-8Freightliner Custom Chassis Corp. . . . . 523GE Capital . . . . . . . . . . . . . . 400-402-404GEICO Powersports . . . . . . . . . . . . . . . 709Girard Systems . . . . . . . . . . . . . . . . . . 212Harris Battery Company, Inc. . . . . . . . . 442Hayes Brake Controller Company . . . . 450Heartland Recreational Vehicles, LLC . . V-15I.C.E., Inc. . . . . . . . . . . . . . . . . . . . . . . 534IDS - Integrated Dealer Systems . . 432-434

Interstate National Dealer Services . . . . . . . . . . . . . . 313-315Iota Engineering, LLC. . . . . . . . . . . . . . 443Kampgrounds of America . . . . . . . . . . 208Keystone Automotive Operations, Inc. . . . . . . . . . . . . . . 339-438Keystone RV Company . . . . . . . . . . . . V-14KZ RV L.P. . . . . . . . . . . . . . . . . . . . . . . V-5Lance Camper Manufacturing Corporation . . . . . 519-521Leisure Travel Vans/Triple E RV. . . . . . V-10Lippert Components, Inc. . . . . . . . 512-514Livin' Lite Recreational Vehicles, Inc.. . V-11Manheim Specialty Auctions . . . . . . . . 213Marine One Acceptance Corp. . . . . . . . 427Marzahn & King Consulting, Inc. . . . . . 201MaxxForce . . . . . . . . . . . . . . . . . . 103-202MBA Insurance, Inc. . . . . . . . . . . . 413-415Medallion Bank. . . . . . . . . . . . . . . . . . 708Merrick Bank . . . . . . . . . . . . . . . . . . . 448MOR/ryde International . . . . . . . . . . . . 312MVP RV. . . . . . . . . . . . . . . . . . . . . . . V-12NADA Appraisal Guides &NADAguides.com . . . . . . . . . . . . . . . . 601NCompass Recreational Products . . . . 109Newmar Corporation . . . . . . . . . . . . . 214NTP Distribution . . . . . . . . . . . . . 319-418Open Range RV Company . . . . . . . . . . 408Outdoors RV Manufacturing. . . . . . . . V-13Pacific Coachworks, Inc. . . . . . . . . . . . 314Parallax Power Supply - A Division of Connecticut Electric, Inc. . . . . . 439-538Peartree Dealer Management . . . . . . . 702Pettes & Hesser, Ltd. . . . . . . . . . . . . . . 510Phoenix American Warranty Company, Inc. . . . . . . . . . . . 424Pleasure Way Industries . . . . . . . . . . . . V-4Prime Time Manufacturing. . . . . . . . . . 705Priority One Financial Services, Inc. . . . 430Progress Mfg., Inc. . . . . . . . . . . . . . . . 451Protective . . . . . . . . . . . . . . . 401-403-405Quadra Bigfoot Levelers/Quadra Manufacturing, Inc.. . . . . . . . . 447R. L. Polk & Co.. . . . . . . . . . . . . . . . . . 107Reed Brothers Insurance Group,Div. of Brown & Brown Ins. . . . . . . . . . 406Reese Hitches . . . . . . . . . . . . . . . . . . . 440Roadtrek Motorhomes, Inc. . . . . . . . . . V-3Robert Weed Plywood Corporation . . . 508RV 123 . . . . . . . . . . . . . . . . . . . . . . . . 108RV America Insurance Mktg., Inc. . . . . . . . . . . . . . . . . . . 301-303

RV PRO Magazine. . . . . . . . . . . . . . . . 700RV Trader. . . . . . . . . . . . . . . . . . . 513-612RV Web Services . . . . . . . . . . . . . . . . . 613RVDA . . . . . . . . . . . . . . . . . . . . . 501-600RVMaster By Exuma Technologies, Inc. . . . . . . . . . . . . . . . . 445RVMAX Training Solutions . . . . . . . . . . 707Safe Harbor Resource Group . . . . . . . . 502Sentry Insurance . . . . . . . . . . . . . . . . . 106Skyline Corporation . . . . . . . . . . . . . . . V-2Sobel & Associates, Inc.. . . . . . . . . . . . 419Spader Business Management. . . . . . . 207Spartan Chassis, Inc. . . . . . . . . . . . . . . 500Stag-Parkway . . . . . . . . . . . . . . . . . . . 309Statistical Surveys, Inc. . . . . . . . . . . . . 206Systems 2000, Inc.. . . . . . . . . . . . 300-302Tiffin Motor Homes, Inc. . . . . . . . . . . . 614TriMark Service & Replacement Parts. . 446U.S. Bank Recreation Finance . . . . . . . 203United States Warranty Corporation . . 431


UVS Junction, LLC . . . . . . . . . . . . 420-422Valley Towing Products . . . . . . . . . . . . 615Velvac, Inc. . . . . . . . . . . . . . . . . . . . . . 504Wheeler Advertising, Inc.. . . . . . . . . . . 506Williams and Stazzone Insurance Agency, Inc. . . . . . . . . . . . . . 449Zamp Solar, LLC . . . . . . . . . . . . . . . . . 603

2011 RV ManufacturersDisplaying VehiclesAirstream, Inc. . . . . . . . . . . . . . . . . . V-6/BCarriage, Inc. . . . . . . . . . . . . . . . . . . . . V-9CrossRoads RV. . . . . . . . . . . . V-16 & V-18Cruiser RV, LLC . . . . . . . . . . . . . . . . . . V-7DRV Luxury Suites, LLC . . . . . . . . . . . . V-1Dutchmen Manufacturing, Inc. . . . . . . . V-6El Monte . . . . . . . . . . . . . . . . . . . . V-11/BEverGreen Recreational Vehicles, LLC . . . . . . . . . . . . . . . . . . . . V-8Heartland Recreational Vehicles, LLC . . . . . . . . . . . . . V-15 & V-17

Keystone RV Company . . . . . . . . . . . . V-14KZ RV L.P. . . . . . . . . . . . . . . . . . . . . . . V-5Lance Camper Manufacturing Corporation . . . . . . . . . . . . . . . . . 519-521Leisure Travel Vans/Triple E RV. . . . . . V-10Livin' Lite Recreational Vehicles, Inc.. . V-11MVP RV. . . . . . . . . . . . . . . . . . . . . . . V-12Outdoors RV Manufacturing. . . . . . . . V-13Pacific Coachworks, Inc. . . . . . . . . . V-12/BPleasure Way Industries . . . . . . . . . . . . V-4Roadtrek Motorhomes, Inc. . . . . . . . . . V-3Skyline Corporation . . . . . . . . . . . . . . . V-2

2011 New ExhibitorsBitimec SPEEDY WASH, Inc. . . . . . 518-520Blue Water Finance . . . . . . . . . . . . . . . 421Certified Earth Friendly Technologies Corp. . . . . . . . . . . . . . . . 712Cole International . . . . . . . . . . . . . . . . 425Cruiser RV, LLC . . . . . . . . . . . . . . . . . . V-7Dealer Financial Services Group. . . . . . 311

DRV Luxury Suites, LLC . . . . . . . . . . . . V-1Dura Faucet . . . . . . . . . . . . . . . . . . . . 113Harris Battery Company, Inc. . . . . . . . . 442Leisure Travel Vans/Triple E RV. . . . . . V-10Lippert Components, Inc. . . . . . . . 512-514MVP RV. . . . . . . . . . . . . . . . . . . . . . . V-12MaxxForce . . . . . . . . . . . . . . . . . . 103-202Outdoors RV Manufacturing. . . . . . . . V-13Pacific Coachworks, Inc. . . . . . . . . . . . 314Quadra Bigfoot Levelers/Quadra Manufacturing, Inc.. . . . . . . . . 447RV-123 . . . . . . . . . . . . . . . . . . . . . . . . 108Safe Harbor Resource Group . . . . . . . . 502Spartan Chassis, Inc. . . . . . . . . . . . . . . 500Tiffin Motor Homes, Inc. . . . . . . . . . . . 614TriMark Service & Replacement Parts . . . . . . . . . . . . . . . 446Williams and Stazzone Insurance Agency, Inc. . . . . . . . . . . . . . 449Zamp Solar, LLC . . . . . . . . . . . . . . . . . 603


Exhibitor List

A World of Training. . . . . . . . . . . . 3054523 River Close BlvdValrico, FL 33596P: (866) 238-9796F: (813) 354-2677www.aworldoftraining.com

ADESA Specialty Auctions . . . . . 42611600 Fruehauf DriveCharlotte, NC 28273P: (704) 405-5730F: (704) 504-5682www.adesa.comProducts or services: RV auctionslocated across the United States withonline and in-lane auction services,and featuring repossessions from allmajor lenders.

ADP Lightspeed. . . . . . . . . . . . . . . 4415184 Wiley Post WaySalt Lake City, UT 84116P: (800) 521-0309F: (801) 907-7220www.adplightspeed.com

Adventure On Earth . . . . . . . . . . . 10411954 NE Glison St #320Portland, OR 97220P: (503) 267-2690F: (503) 210-7214www.adventureonearth.com

AIRXCEL - RV Group . . . . . . . . . 706PO Box 4020Wichita, KS 67204P: (316) 832-3482F: (316) 832-3492www.rvcomfort.com

COPPER SPONSORAlly Financial . . . . . . . . . . . . . . . . . 4113200 Park Center Drive Ste 400Costa Mesa, CA 92626P: (800) 700-8467F: (714) 327-1101www.ally.com

America’s RV and Marine Auction . . . . . . . . . . . . . . . 3072415 Hwy 101 SGreer, SC 29651P: (864) 801-1199 Ext. 440F: (864) 801-1084www.americasautoauction.com/greenville

Aqua-Hot Heating Systems, Inc. . 20915549 E Hwy 52Ft. Lupton, CO 80621P: (303) 659-8221F: (303) 857-9000www.aqua-hot.com

Atwood Mobile Products, LLC . . 4281120 N Main StElkhart, IN 46514P: (574) 262-2655F: (574) 264-2131www.atwoodmobile.com

Auction123.com . . . . . . . . . . . . . . . 4292873 Executive Park DrWeston, FL 33331-3528P: (888) 514-0123F: (954) 514-0114www.auction123.com/RVDAProducts or services: Auction123provides a complete inventory manage-ment and online marketing solutionwith one-click access to listing inven-tory on eBay, Craigslist, and Facebook.Auction123’s newest release incorpo-rates a comprehensive website platformwith the existing inventory solutions,allowing dealers to easily and afford-ably consolidate all online marketingefforts in one centralized location.

SILVER SPONSORBank of the West . . . . . . 410-412-4142527 Camino Ramon NC B07 3 ADSan Ramon, CA 94583P: (800) 843-2327F: (402) 918-7134www.bankofthewest.com

Bitimec SPEEDY WASH, Inc. . . . . . . . . . . . . . . 518-52015 E Putnam Ave Ste 290Greenwich, CT 06830-5424P: (203) 637-1900F: (203) 340-9387www.bitimec.comProducts or services: Bitimec makesthe most affordable RV washingsystems you can buy. Fast, mobile,reliable self-powered autonomousmachines that wash Class A RVs in 6-8 minutes, indoors or outdoors.

Blue Ox . . . . . . . . . . . . . . . . . . . . . . 423One Mill RdPender, NE 68047-0677P: (402) 385-3051F: (402) 385-3360www.blueox.us

Blue Water Finance . . . . . . . . . . . . 4215041 New Centre Drive Ste 212Wilmington, NC 28403P: (866) 350-2583F: (877) 283-9986www.bluewaterfinance.com

Brasher’s Northwest RV, Marine & PowerSports Auction . . . . 503-60290485 Auction WayEugene, OR 97402P: (541) 689-3901F: (541) 689-6049www.brashersnorthwest.com

Carefree of Colorado . . . . . . . . . . . 2152145 W 6th AveBroomfield, CO 80020-7114P: (303) 469-3324F: (303) 469-4742www.carefreeofcolorado.com

Carriage, Inc. . . . . . . . . . . . . . . . . . V-9230 Wabash AveMillersburg, IN 46543-0246P: (574) 642-3622F: (574) 642-3319www.carriageinc.comProducts or services: CaboFW,CameoFW, Carri-LiteFW, RoyalsIntenationalFW

Certified Earth FriendlyTechnologies Corp. . . . . . . . . . . . . 71211965 Hurontairo StreetBrampton, ON L6Z OE7 CanadaP: (877) 902-2730F: (877) 275-5994www.mouse-free.com

Coach-Net|NMC. . . . . . . . . . 101-200130 E John Carpenter FrwyIrving, TX 75062P: (928) 230-6783F: (469) 524-5011www.coach-net.com

Coast Distribution System . . . . . . . . . . . 606-607-608-609350 Woodview AveMorgan Hill, CA 95037P: (408) 782-6686F: (408) 782-7790www.coastdistribution.com

Cole International . . . . . . . . . . . . . 4253033-34 Avenue NECalgary, AB T1Y 6X2P: (403) 660-0222F: (403) 262-7301www.cole.ca

CornerStone United, Inc. . . . . . . . 7141899 Tate Blvd SE Ste 2110Hickory, NC 28602P: (828) 449-1180F: (828) 449-1171www.cornerstoneunited.com


Exhibitor List

CrossRoads RV and Redwood RV . . . . . . . . . . V-16 & V-181115 W Lake StreetTopeka, IN 46571P: (260) 593-3850F: (260) 593-2088www.crossroadsrv.com

Cruiser RV, LLC . . . . . . . . . . . . . . V-77805 North SR 9Howe, IN 46746P: (260) 562-3500F: (260) 562-2210www.cruiserrv.com

Cummins Onan Generators . . . . . 1101400 73rd Ave NE MN01-2190Minneapolis, MN 55432P: (763) 574-5000F: (763) 528-7242www.cumminsonan.com

Dealer Financial Services Group . . 31118167 US 19 N Ste 300Clearwater, FL 33764-6569P: (727) 324-1362F: (727) 324-0032www.dealerfsg.com

DealerVu Corporation. . . . . . . . . . 7112802 Flintrock Trace Ste 207Austin, TX 78738P: (512) 661-8839F: (604) 915-7388www.dealervu.com

COPPER SPONSORDiversified Insurance Management, Inc. . . . . . . . . . 407-409400 Chisholm Place Ste 208Plano, TX 75075P: (800) 332-4264F: (972) 423-5200www.rvbestquote.com

Dometic, LLC. . . . . . . . . . . . . 433-4359100 Shelbyville Rd Ste 120Louisville, KY 40222P: (800) 366-3842F: (574) 294-8628www.dometic.com/usaProducts or services: Manufacturer ofRV refrigerators, awnings, air condi-tioners, sanitation products

DRV Luxury Suites, LLC . . . . . . . V-10160W 750 NHowe, IN 46746P: (260) 562-1075F: (260) 562-1078www.drvsuites.com

Duncan Systems, Inc. . . . . . . . . . . 51529391 Old U.S. Hwy 33Elkhart, IN 46516P: (574) 294-6852 Ext. 2025F: (574) 294-5912www.duncansys.com

Dura Faucet . . . . . . . . . . . . . . . . . . 11319215 SE 34th St Ste 106-382Camas, WA 98607P: (360) 833-2586F: (360) 833-2586www.durafaucet.com

Dutchmen Manufacturing, Inc.. . V-6PO Box 2164Goshen, IN 46527P: (574) 537-0600F: (574) 975-0657www.dutchmen-rv.com

EasyCare RV . . . . . . . . . . . . . . . . . . 4446010 Atlantic BlvdNorcross, GA 30071-1303P: (678) 225-1000F: (678) 969-7552www.easycare.com

El Monte RV . . . . . . . . . . . . . . V-11/B12818 Firestone BlvdSanta Fe Springs, CA 90670P: (562) 404-9300F: (562) 921-8008www.elmonterv.com

EverGreen Recreational Vehicles, LLC . . . . . . . . . . . . . . . . . V-810758 CR 2Middlebury, IN 46540P: (574) 825-4298F: (574) 825-4299www.goevergreenrv.com

Freightliner Custom Chassis Corp. . . . . . . . . . . . . . . . . . 523552 Hyatt StGaffney, SC 29341P: (864) 206-8609F: (864) 206-8120www.freightlinerchassis.com

GOLD SPONSORGE Capital . . . . . . . . . . . 400-402-4045309 Longboat Blvd ETampa, FL 33615P: (813) 814-9623F: (813) 441-8928www.gecdf.com

GEICO Powersports . . . . . . . . . . . 7091345 Perimeter ParkwayVirginia Beach, VA 23454P: (757) 222-6344F: (786) 364-7434www.geico.com

Girard Systems . . . . . . . . . . . . . . . . 2121361 Calle AvanzadoSan Clemente, CA 92673P: (949) 259-4024F: (949) 259-4024www.girardrv.com

Harris Battery Company, Inc. . . . 44210708 Industrial ParkwayBolivar, OH 44612P: (330) 874-0205F: (330) 874-9936www.harrisbattery.com

Hayes Brake Controller Company . . . . . . . . . . . . . . . . . . . . . 450PO Box 427Arab, AL 35016-0427P: (256) 931-7820F: (256) 586-6078www.hayesbc.com

Heartland Recreational Vehicles, LLC . . . . . . . . . V-15 & V-171001 All-Pro DrElkhart, IN 46514P: (574) 262-5992F: (574) 262-5993www.heartlandrvs.com

I.C.E., Inc. . . . . . . . . . . . . . . . . . . . 53468 Route 125Kingston, NH 03848P: (603) 347-3005F: (603) 642-9291www.icesigns.com

IDS - Integrated Dealer Systems . . . . . . . . . . . . . . . . . . 432-43412339 -107 Wake Union Church RdWake Forest, NC 27587P: (800) 769-7425F: (919) 790-0682www.ids-astra.com

Interstate National Dealer Services . . . . . . . . . . . . 313-3156120 Powers Ferry Rd NW Ste 200Atlanta, GA 30339P: (678) 894-3500F: (770) 952-9248www.inds.com


Exhibitor List

Iota Engineering, LLC.. . . . . . . . . 443PO Box 11846Tucson, AZ 85734P: (520) 294-3292F: (520) 741-2837www.iotaengineering.com

Kampgrounds of America . . . . . . . 208PO Box 30558Billings, MT 59114-0558P: (406) 248-7444F: (406) 248-7414www.koa.com

Keystone Automotive Operations, Inc. . . . . . . . . . . . 339-43844 Tunkhannock AveExter, PA 18643P: (570) 655-4514www.keystoneautomotive.com

Keystone RV Company . . . . . . . . V-14PO Box 2000Goshen, IN 46527-2000P: (574) 535-2100F: (574) 535-2199www.keystonerv.com

KZ RV L.P. . . . . . . . . . . . . . . . . . . . V-50985 N 900 WestShipshewana, IN 46565-9139P: (260) 768-4016F: (260) 768-4017www.kz-rv.com

Lance Camper ManufacturingCorporation. . . . . . . . . . . . . . . 519-52143120 Venture StLancaster, CA 93535P: (661) 949-3322F: (661) 723-5318www.lancecamper.com

Leisure Travel Vans/Triple E RV . . . . . . . . . . . . . . . . . V-10PO Box 1230Winkler, MB R6W 4C4P: (204) 325-4361F: (204) 325-5241www.tripleerv.com

Lippert Components, Inc. . . 512-5142703 College AvenueGoshen, IN 46528P: (574) 312-6003F: (574) 312-6003www.lippertcomponents.com

Livin’ Lite Recreational Vehicles, Inc.. . . . . . . . . . . . . . . . . V-111025 E WaterfordWakarusa, IN 46573P: (574) 862-2228F: (574) 862-2202

Manheim Specialty Auctions . . . . 2136205 Peachtree Dunwoody RdAtlanta, GA 30328P: (678) 645-2615F: (678) 645-3328www.manheimspecialtyauctions.com

Marine One Acceptance Corp. . . 4275000 Quorum Dr Ste 200Dallas, TX 75254P: (214) 965-5000F: (800) 379-2837www.marineone.com

Marzahn & King Consulting, Inc. . 2012301 Kenstock Dr Ste 201Virginia Beach, VA 23454P: (757) 227-6646F: (757) 392-1703www.marzahnandking.com

MaxxForce . . . . . . . . . . . . . . . . 103-20210400 W North AveMelrose Park, IL 60160P: (708) 865-4153www.navistar.com

COPPER SPONSORMBA Insurance, Inc. . . . . . . . 413-4158383 E Evans RdScottsdale, AZ 85260P: (800) 622-2201F: (480) 946-0288www.MBAinsurance.net

Medallion Bank . . . . . . . . . . . . . . . 7081100 E 6600 South Ste 510Salt Lake City, UT 84121P: (801) 747-7176F: (801) 284-7077www.medallionbank.comProducts or services: Medallion Bankspecializes in financing for customerswith past credit problems, includingbankruptcy. We offer competitive ratesand pay up to 3 percent dealer incen-tive. We finance new and used collat-eral up to 15 years old. Stop by booth708 to learn how Medallion Bank canhelp your dealership increase salesthrough non-prime finance.

Merrick Bank . . . . . . . . . . . . . . . . . 44810705 South Jordan Gateway Ste 200South Jordan, UT 84095P: (888) 545-3888F: (801) 545-6123www.merrickbank.comProducts or services: retail financing

MOR/ryde International . . . . . . . 3121966 Moyer AveElkhart, IN 46515P: (574) 293-1581F: (574) 294-4936www.morryde.com

MVP RV . . . . . . . . . . . . . . . . . . . . V-125300 Via RicardoRiverside, CA 92509P: (951) 848-4288F: (951) 963-1296www.mvprv.com

NADA Appraisal Guides &NADAguides.com . . . . . . . . . . . . . 6013186 K Airway AvenueCosta Mesa, CA 92628P: (714) 556-8511F: (714) 556-8715www.nadaguides.com

NCompass Recreational Products. . 1099694 Cincinnati - Columbus RoadCincinnati, OH 45241P: (513) 515-5379F: (513) 779-8720www.pdsadm.comProducts or services: extended servicecontracts and GAP for motorhomes, tenttrailers, and pop-ups; finance training;AFIP proctor; reinsurance specialist

Newmar Corporation. . . . . . . . . . . 214PO Box 30Nappanee, IN 46550-0030P: (574) 773-7791F: (574) 773-2381www.newmarcorp.com

NTP Distribution . . . . . . . . . 319-41827150 SW Kinsman RdWilsonville, OR 97070-8246P: (503) 570- 5402F: (503) 570-5403www.ntpdistribution.com

COPPER SPONSOROpen Range RV Company . . . . . . 4083195 N State Rd 5Shipshewana, IN 46565P: (260) 768-7771F: (260) 768-7077www.openrangerv.com


Exhibitor List

Outdoors RV Manufacturing. . . V-1362582 Pierce RoadLa Grande, OR 97850P: (541) 624-5500www.outdoorsrvmfg.com

Pacific Coachworks, Inc. . . . . V-12/B549 Rivera StRiverside, CA 92501P: (951) 686-7294F: (951) 686-2133www.pacificcoachworks.com

Parallax Power Supply - A Division of Connecticut Electric, Inc. . . . . . . . . . . . . . . 439-538100 West 11th St Ste 100Anderson, IN 46016P: (800) 443-4859F: (765) 608-5235www.parallaxpower.com

Peartree Dealer Management. . . . 702100 A Lodge StWaterloo, ON N2J 2V6 CanadaP: (519) 743-2444F: (519) 743-3656www.ptsoft.com

Pettes & Hesser, Ltd.. . . . . . . . . . . 5109364 E Raintree Dr Ste 105Scottsdale, AZ 85260P: (480) 948-7889F: (480) 948-7177www.phltd.comProducts or services: vehicle servicecontracts, GAP, paint sealants, creditinsurance, tire and wheel, Road Shield

Phoenix American WarrantyCompany, Inc.. . . . . . . . . . . . . . . . . 4246303 Blue Lagoon Dr Ste 225Miami, FL 33126P: (305) 266-5665F: (305) 261-4465www.phoenixamerican.com

Pleasure Way Industries . . . . . . . . V-4302 Portage AveSaskatoon, SK S7J 4C6P: (800) 364-0189F: (306) 934-7228www.pleasureway.com

Prime Time Manufacturing . . . . . 70555470 Country Road 1

Elkhart, IN 46515P: (574) 862-3031F: (574) 862-4739www.primetimerv.com

Priority One Financial Services, Inc.. . . . . . . . . . . . . . . . . . 430742 Second Ave SouthSaint Petersburg, FL 33701P: (800) 747-6223F: (727) 822-0500www.p1fs.comProducts or services: Priority One, thenation’s leading full-service retail F&Ioutsource company, has been servingRV dealers since 1987, providingmultiple lenders and specialized F&Ipackages for dealers’ customers.

Progress Mfg., Inc.. . . . . . . . . . . . . 451533 South 500 WestProvo, UT 84601P: (801) 377-9599F: (801) 377-6616www.equalizerhitch.com

SILVER SPONSORProtective. . . . . . . . . . . . . 401-403-40514755 N Outer Hwy 40 Ste 400Chesterfield, MO 63017P: (636) 536-5704F: (636) 536-5740www.protective.com/dealerservicesrv.asp?ID=204

Quadra Bigfoot Levelers/Quadra Manufacturing, Inc. . . . . 447PO Box 536White Pigeon, MI 49099P: (269) 483-9633F: (269) 483-9636www.quadraleveler.com

R. L. Polk & Co.. . . . . . . . . . . . . . . 10726533 Evergreen Rd Ste 900Southfield, MI 48076P: (800) 464-7655F: (248) 809-4092www.polk.comProducts or services: Polk offerscomplete solutions to analyze yourmarket and communicate effectivelywith customers and prospects.

COPPER SPONSORReed Brothers Insurance Group,Div. of Brown & Brown Ins.. . . . . 406PO Box 9Columbia, KY 42728P: (270) 384-5800F: (270) 384-5400www.reedbrothersinsurance.com

Reese Hitches . . . . . . . . . . . . . . . . . 44047912 Halyard Drive Ste 100Plymouth, MI 48170P: (800) 632-3290F: (800) 249-3827www.reeseprod.comProducts or services: receiver hitches,RV/trailer brake controls, weightdistribution systems

Roadtrek Motorhomes, Inc. . . . . . V-3100 Shirley AveKitchener, ON N2B 2E1P: (519) 745-1169F: (519) 745-1160www.roadtrek.comProducts or services: 170-Versatile,190-Populas, 190-Versatile, 190-Simplicity, 210-Popular, 210-Versatile,210-Simplicity, RS-adventurous, SS-Agile, SS-Ideal

Robert Weed Plywood Corporation . . . . . . . . . . . . . . . . . . 508705 Maple StBristol, IN 46507-0487P: (574) 848-4408F: (574) 848-5679www.robertweedplywood.com

RV 123 . . . . . . . . . . . . . . . . . . . . . . . 108528 S Northlake Blvd Ste 1000Altamonte Springs, FL 32701P: (407) 358-2000F: (407) 358-2010Products or services: RV classifiedsWeb service

RV America Insurance Mktg., Inc.. . . . . . . . . . . . . . . . 301-30315 McCoy PlaceSimi Valley, CA 93065P: (800) 400-0186 Ext. 279F: (818) 735-6784www.RVAinsurance.com

RV PRO Magazine . . . . . . . . . . . . 7002800 W Midway BlvdBroomfield, CO 80020P: (303) 469-0424 Ext. 239F: (303) 469-5730www.rv-pro.com

RV Trader . . . . . . . . . . . . . . . . 513-612150 Granby StNorfolk, VA 23510P: (757) 351-7320F: (866) 443-1800www.rvtrader.com


Exhibitor List

RV Web Services . . . . . . . . . . . . . . 613N 56 W24660 N Corporate CircleSussex, WI 53089P: (877) 246-7915F: (757) 233-9557www.rvwebservices.comProducts or services: Part of RVTrader

RVDA . . . . . . . . . . . . . . . . . . . 501-6003930 University DriveFairfax, VA 22030-2515P: (703) 591-7130F: (703) 359-0152www.rvda.org

RVMaster By Exuma Technologies, Inc. . . . . . . . . . . . . . 44511940 US Highway 1 Ste 201North Palm Beach, FL 33408P: (561) 969-2882F: (561) 355-8955www.exumatech.comProducts or services: RVMaster, a deal-ership management system since 1984,is designed for RV dealerships andintegrates RV sales, prospecting,accounting, administration, unit/partsinventory management, and more.

RVMAX Training Solutions. . . . . 707540 Office Center Ste 286Gahanna, OH 43230-5352P: (877) RVPROFITF: (614) 471-8306www.rvmaxtraining.comProducts or services: RVMax providesfixed operations online training withRVMax VT, and in-dealership trainingfor service management, service advisors,and parts department personnel.

Safe Harbor Resource Group . . . . 502224 Countryside Drive NorthTroy, OH 45373P: (937) 875-0572F: (888) 570-7659www.safeharbordealers.com

Sentry Insurance . . . . . . . . . . . . . . 1061800 North Point DriveStevens Point, WI 54481P: (715) 346-7272F: (715) 346-6237www.sentry.com

Skyline Corporation . . . . . . . . . . . V-22520 By-Pass RoadElkhart, IN 46514P: (574) 294-6521F: (574) 293-7574www.skylinerv.com

Sobel & Associates, Inc. . . . . . . . . 419PO Box 65002University Place, WA 98464P: (253) 565-2577F: (253) 565-2768www.sobeltraining.com

Spader Business Management . . . 207PO Box 2820Sioux Falls, SD 57101-2820P: (605) 339-3616F: (605) 339-4229www.spader.com

Spartan Chassis, Inc. . . . . . . . . . . . 5001165 Reynolds Rd Charlotte, MI 48813 P: (517) 543-6400F: (517) 543-7728www.spartanmotors.com

Stag-Parkway . . . . . . . . . . . . . . . . . 309PO Box 43463Atlanta, GA 30336-0463P: (404) 349-1918F: (404) 349-6869www.stagparkway.com

Statistical Surveys, Inc. . . . . . . . . . 2061693 Sutherland DrGrand Rapids, MI 49508P: (616) 281-9898F: (616) 281-1876www.statisticalsurveys.com

Systems 2000, Inc. . . . . . . . . . 300-302528 S Northlake Blvd Ste 1000Altamonte Springs, FL 32701P: (407) 358-2000F: (407) 358-2020www.sys2.comProducts or services: DMS softwarecompany

Tiffin Motor Homes, Inc.. . . . . . . 614105 2nd St NWRed Bay, AL 35582P: (256) 356-8661F: (256) 356-8219www.tiffinmotorhomes.com

TriMark Service & Replacement Parts . . . . . . . . . . . . . 446510 Bailey AveNew Hampton, IA 50659P: (641) 394-1124F: (641) 394-1515www.trimarkcorp.com

U.S. Bank Recreation Finance . . . 203205 West 4th St Ste 700Cincinnati, OH 45202P: (513) 639-6306F: (513) 639-6065www.usbank.com

United States Warranty Corporation . . . . . . . . . . . . . . . . . . 4316140 Parkland Blvd Ste 230Mayfield Heights, OH 44124P: (440) 516-2600F: (440) 516-2604www.uswceagle.comProducts or services: Service contractsfor motorized and towable units

UVS Junction, LLC . . . . . . . . 420-4221511 East State Road 434 Ste 3049Winter Springs, FL 32708P: (407) 359-8878F: (407) 359-8878www.ultimatevideoshowcase.com

Valley Towing Products . . . . . . . . . 6152129 Austin DriveRochester, MI 48309P: (248) 641-4251F: (248) 853-1459www.vtowing.com

Velvac, Inc. . . . . . . . . . . . . . . . . . . . 5042405 S Calhoun RdNew Berlin, WI 53151-2709P: (262) 786-0700F: (262) 786-4101www.velvac.com

Wheeler Advertising, Inc.. . . . . . . 506600 Six Flags Drive Suite 226Arlington, TX 76011P: (817) 633-3183F: (817) 633-3186www.wheeleradvertising.com

Williams and Stazzone Insurance Agency, Inc. . . . . . . . . . 44999 North Atlantic AvenueCocoa Beach, FL 32931P: (800) 868-1235F: (321) 868-2003www.wsins.comProducts or services: Williams &Stazzone Insurance offers specializedinsurance programs for RV dealers andRV rental operations. Our programsinclude one of the most comprehensivegarage liability package policies avail-able today. For dealers looking to enterthe rental business, we offer a low cost,turnkey system that includes training,rental agreements, and insurance.

Zamp Solar, LLC . . . . . . . . . . . . . . 60362988 NE Layton Ave Ste 102Bend, OR 97701P: (541) 728-0924F: (541) 728-0624www.zampsolar.com



The RV Learning Center is dedicated toproviding dealers and their employees with

innovative ways to operate RV dealerships throughan array of education resources, including learningguides, publications, online training, and certifica-tion programs. Thanks to the continuing support ofdealers, manufacturers, and suppliers, the center isable to offer educational resources to improve theoverall RV customer experience.

For more information on any of the programsbelow, visit www.rvlearningcenter.com.

EDUCATIONAL RESOURCESLearning Guides

Developed by The Ohio StateUniversity Center on Educationand Training for Employment(CETE) and RV parts and serviceexperts, the center’s learningguides outline tasks and skills thatservice and parts departmentpersonnel need to serve customers.They include multiple self-checksand practice exercises and areavailable in full sets and individualsections. Full sets include a three-ring binder. Guides are also avail-able digitally as PDF documentson CDs.Available Learning Guides • Warranty administrator• Parts manager• Parts specialist• Service manager• Service writer/advisor

Online Technician Training andCertification PreparationCourses

Through partnerships with theRecreation Vehicle Industry

Association (RVIA), andthe Florida RV TradeAssociation (FRVTA), theRV Learning Center

provides two distancelearning opportunities to train

technicians for RVDA-RVIATechnician Certification testing. When completed,each course fulfills the 40-hour continuing educa-

tion recertification requirement. The sectionswithin each program correspond to the sections inthe RVDA-RVIA RV Service TechnicianCertification Test. The programs provide in-house,mentor-led group and individual learning experi-ences. Both training options require a computerwith high-speed Internet access.

RVIA’s interactive TechnicianCertification Preparation Course wasdeveloped specifically to prepareworking technicians for the certification test.Seventy-nine percent of RV technicians whocompleted the course passed the certification test,compared to 61 percent of those who didn’t use thecourse to prepare. These percentages are based ontechnicians who took the test between July 1, 2008and January 1, 2010. Tuition starts at $249 pertechnician, with discounts available for registeringfour or more individuals at one time. The registra-tion fee gives the technician access to thecourse for 12 months.

FRVTA’s Distance LearningNetwork (DLN) offers certificationpreparation and training on a range ofother topics that are designed to improvethe performance of both experienced andnovice technicians, service writer/advisors,greeter/receptionists, and dealer/generalmanagers. The subscription includes unlimitedaccess to more than forty 90-minute trainingsessions, reviews, and test preparation sections. Aone-year subscription costs $995 per dealershiplocation. The subscription term runs from August1, 2011 to July 31, 2012.

Demonstrations ofthe two online trainingprograms are availableon request in the RVLearning Center Store.

Annual RV Dealers International Convention/Expo Helps You ReVolutionize Your Dealership

The 2011 RV Dealers InternationalConvention/Expo, featuring the RV LearningCenter, will help you take charge of your dealer-ship’s destiny. The education program includesinformation on building sales through innovativemarketing strategies to reach new customers and anoverview of the short and long-term trends that willaffect the RV industry. The Expo showcases newproduct and service offerings to help build profits.

The RV Learning Center Update


Also, dealer-manufacturer brandcommittees will meet and providedealers a forum to discuss brand-specific issues with top managementfrom participating manufacturers. Brandcommittees will review results fromthe 2011 Dealer Satisfaction IndexSurvey (DSI) during meetings. Onlydealers who carry the specific manufac-turer/brand may attend. Dealer volun-teer leaders moderate the meetings.

RV Learning Center FederalRegulatory Guides

The LearningCenter publishes anumber of complianceguides covering impor-tant topics such as theidentity theft “RedFlags” Rule, federal do-not-call registry, wage andhour laws, customer informationsafeguards and privacy rules, and

anti-money laundering cash reporting laws. RVDAdealer members receive one copy as a memberbenefit; additional copies are available at memberdiscounts.

RV Learning Center Scholarship ProgramGetting an education has

never been more important –or expensive. The LearningCenter can help! Scholarshipmoney is available to deservingsophomore, junior, or seniorundergraduates majoring inbusiness, finance, economics,accounting, or other RV-related subjects. Dealer princi-pals and their family membersare ineligible. Dealers are ableto offer this opportunity totheir team specifically becauseof their employment in the RV industry.Scholarship applications are available for downloadfrom the Learning Center’s website in January.Alert your employees to this opportunity by down-loading and posting the Learning Center’s new full-color poster at your dealership.

Certification ProgramsThe Learning Center’s certification

program sets the standard for professionalperformance and is a symbol of excellence

in the RV industry. Certification is a signif-icant achievement for dealershippersonnel. It demonstrates that the indi-vidual has additional knowledge, ability,

and skills needed to improve customer satis-faction. Certification offers employees theopportunity to demonstrate their under-standing of a body of knowledge in oper-

ational, technical, and human relationsskills that help them provide superiorcustomer care. The Learning Center’sfive programs were developed with the

assistance of The Ohio State University’sCenter for Education and Training for

Employment, and were developed withthe help of subject matter experts from allareas of the RV industry. The scope and

content of the exams are based on the resultsof job task analysis, as well the work of dozens ofindustry subject matter experts. Certifyingemployees is one of the key recommendations inthe Committee on Excellence Task Force’s reporton improving customer satisfaction and loyaltywithin the RV industry. Consumers can locate deal-erships with certified employees through RVDA’sonline dealer locator at www.rvda.org.

Available Certification Programs • Parts manager• Parts specialist• Service manager• Service writer/advisor• Warranty administrator

Certification Readiness TestsPre-assessments, or readiness tests, help

your staff members assess their job knowledgeand preparedness for a Learning Center certi-fication, as well as help you identify possibleknowledge or skill gaps. Each of these auto-

mated tests takes 10 to 15 minutes to complete.Testers receive scores immediately. Results are anindicator of overall job knowledge, ability, andskills. Employees who score well on the readinesstests are much more likely to pass the certificationexam. A readiness test is available for each of the

The RV Learning Center Update

continued on page 44


Learning Center’s certifications. The cost is $25 pertest. The fee will be deducted from the readinesstest taker’s certification application/exam fee if theexam is taken within six months.

People who know their jobs make more moneyfor the company and themselves, and testing is thebest way to find out how much they know. Ifknowledge is important to you, encourage yourteam to take the readiness test that is appropriatefor their position.

RV Technician MagazineThe Learning

Center alsodevelops andpublishes RVTechnician, an elec-

tronic magazine that provides the latest informationto assist the technician in repairing RVs.Subscribers receive six digital issues annually.

PARTICIPATION: CRITICAL TO INDUSTRY SUCCESS

The Learning Center produces many qualityeducational programs, publications, and resources.Participation by dealers and their employees iscritical to the Learning Center’s and the dealer’ssuccess. Please participate in programs and purchasematerials. Dealer and employee education leads toimproved customer satisfaction, a higher level ofprofessionalism, increased employee retention, andgreater profitability.

Contributions also make the critical differencein the programs and services that the LearningCenter is able to provide.

With the generous support from its contribu-tors, and the income generated from materialspurchases and program fees, the Learning Centercan continue to grow and help dealerships growthrough more professional employees.

For a full list of the Learning Center’s contributors,see page 41.

The RV Learning Center Update continued from page 43

THANKS TO OUR VIRTUAL EXPO EXHIBITORS



Integrating Social MediaEffectively For Your DealershipBy Sheril Vergara

Social media is now a necessity forreaching the entire RV-buying

universe, and dealers need to manage theirsocial media posts, tweets, comments, andvideo uploads on a daily basis. The aim is toincrease the dealership’s friends, fans, andfollowers and subsequently turn them into

customers.Social media sites open up a whole new audience of

potential RV buyers, and the way to reach them is thesame as for selling RVs on the showroom floor: It’s allabout building relationships. By monitoring posts, tweets,and comments daily, you’ll turn more friends, fans, andfollowers into buyers, generate more leads, and close moresales. Dealers can implement this important new strategyby reassigning roles among current personnel, adding anew position, or having it managed by a qualified expertwho knows the RV business.

“Cyber socializing” increases trust, loyalty, and brandrecognition and, when done correctly, also increases a deal-ership website’s SEO (search engine optimization) place-ment level and effectiveness. With social media, buildingrelationships takes place by continued and consistentcommunication. Dealers can look at this process as anotherfollow-up step in the selling process. Much like turningbe-backs into buyers at the showroom floor level, thedealer turns social media-generated prospects into buyersand, more importantly, into loyal repeat customers.

Manage social media dailySavvy dealers always use social media and traditional

media when they’re promoting specials, informativeupdates, and other events. Manage each social mediaaccount on a daily basis for maximum success. There areseveral key actions that must be taken daily to make itwork effectively. If it’s done right, dealers can drive trafficfrom their social sites right to their websites – or evenbring prospects directly to their lots.

You must also track your social media efforts. This jobis made simple through the Google Analytics applicationset up on your website. Google Analytics is absolutely freeand will track all traffic sources to show where yourwebsite visitors originated.

Watch what they’re sayingUsing social media requires dealers to manage their

online reputations. You must monitor sites constantly toknow what’s being said about your dealership, both goodand bad, and respond to any issues in a positive andprofessional manner. Imagine the damage that a negativethread, such as a comment on RipOffReport.com, coulddo if it were to appear in an organic search result pageimmediately under your dealership’s name. But with socialmonitoring, you can control the direction and outcome bybeing proactive.

Using social media to reach prospects, build relation-ships, incorporate social media into existing marketingefforts, and managing social accounts effectively on a dailybasis are just some of the topics I’ll cover in my presenta-tion at the 2011 RV Dealers InternationalConvention/Expo.

Sheril Vergara is a partner in RH Power and Associates,Inc., a retail advertising agency specializing in the RV, boat,and car industries. Her background includes working as thesenior director of advertising, customer, and public relationsand promotions at Tom Raper RVs. n

Don’t miss Sheril Vergara’s presentation, “Integrating Social Media Effectively.”


Surviving Isn’t Enough! By Jeff Cowan

In the past year, businesses and salespeople I’ve worked with have been

anxious to get more customers throughthe door. However, most of the timesI’ve been hired to help them generatemore traffic, I find that they aren’tproperly handling the customers they

already have.To prove my point: I’ve been a presenter at eight

different dealer meetings in the past four months, andcreating more traffic was a hot topic in every one ofthem. Yet when I asked how many of these dealershad walk-arounds and selling processes in theirservice departments, I found that none of them did –even though they all admitted that they knew theyshould. Further questioning revealed that they alsohad no gross profits to speak of.

Don’t squander opportunitiesIn essence, they were more concerned about driving

additional people through their doors when they clearlycouldn’t – or wouldn’t – properly handle what they alreadyhad. These dealers’ biggest concern was survival. Theyalready had plenty of opportunity, but they were squan-dering it.

My mission was to make them see what our mostsuccessful dealer clients know and live by: Failure isn’t anoption, and merely surviving isn’t enough.

Dealers and sales people must understand that whencustomers visit and don’t receive walk-arounds of every

vehicle every time, then they have squandered opportuni-ties. When you don’t deliver the right word track at theright time, you have squandered an opportunity. Whenyou don’t ask for the sale, handle the objection, set realisticexpectations, explain and set the next visit, or do the otherhalf-dozen things professional sales people should do, youhave squandered opportunities.

Failure is not an optionThe weak worry themselves about what they don’t

have. The strong never lose focus of what they alreadyhave and exploit those opportunities by doing what theyknow they should be doing. They get it. For them, failureisn’t an option and merely surviving isn’t enough.

Stop worrying about the customers you’re not gettinguntil you expertly execute the opportunities you alreadyhave. You know what to do – do it!

Jeff Cowan is president of PRO TALK, Inc., SantaMargarita, CA. He is a recognized authority on trainingservice advisors and was the first to offer onsite service-driveinstruction. He has earned numerous selling awards from retailcompanies during his 36 years of sales experience. PRO TALKhas trained thousands of dealerships in the United States andCanada. n

Don’t miss Jeff Cowan’s presentation,“The Way to Sell to the Post Recession RV ServiceCustomer.”


Seven Best Practices To Maximize Sales By Joni Stuker

Dealers today spend an enormousamount of time and effort to find

leads. And I myself spend countless hourstraining and assisting owners with this verytask. But there’s one glaring oversight – ourlack of attention to the skills of those whorespond to these leads.

Shouldn’t equal time and energy be given to properlytraining and educating employees who handle thoseprecious leads? If you spend time and money getting thephone to ring and your staff handles the call poorly, whatwas the point of advertising?

Many stores closely monitor their Internet leadresponse times and their appointment-setting and closingratios yet ignore poor floor accountability and fail tomonitor how phone ups are handled.

Dealers need to analyze their current system ofhandling leads and ask themselves if they have solid,consistent training in place or if it’s treated more as anelective. Do you have a stated training objective and apathway to ensure results? In my experience, the answer isusually no. Dealerships spend countless hours and thou-sands upon thousands of dollars on sales training, yet theircommunication skill training is hit or miss at best.

Here’s my seven-step process to turn that around.

Standards Sales team members should be held to setting two

appointments per day. Outbound lead sources shouldprovide you with a 20 to 30 percent contact rate; 30percent is reflective of hot and recent traffic opportunities,while 20 percent is often reflective of manifest leads andorphan leads.

If you have a phone support team (commonly called abusiness development center, or BDC), each person shouldwork a 6-hour shift, average one appointment per hour,

maintain a 50 percent show rate, and generate two referralleads per shift. In my years of consulting, I’ve neverwitnessed an effective 8-hour-shift call team member – thelast two hours are usually non-productive. A powerfulBDC should look like the New York Stock Exchangewhen the bell rings – it’s dial time!

Does your sales staff depend on the BDC appoint-ment-setting process? If yes, your BDC is strong and anasset. If no, it’s time to evaluate how it’s set up.

Accountability Determine what activities you’re going to hold

accountable and establish a daily review. This is imperativefor growth and improvement.

Too often we reward someone for simply getting lucky,such as the salesperson who meets the ultimate “laydown”and is given an extra bonus. And it’s time to stop applaudingsalespeople as “strong closers” for closing 40 percent of theirlogged ups, when we know they didn’t log everyone.

Consider the impact of the non-logged ups – thesepeople leave your dealership and are never contacted byanyone at the dealership, leaving them with negativefeelings about your store. They’re thinking to themselves,“If they cared about getting my business, they’d call.”Think of how many customers have told you they boughtfrom you because you were the only one who followed up.

If a customer isn’t logged, how can you follow up? Ifyou want more customers logged, stop incorrect rewardsand don’t view a salesperson as weak because he logs everyBODY he meets. Successful floor accountability requireslogging everyone who’s alive and breathing – no pre-judging or qualifying. There should be a clear under-standing that a consumer is an opportunity that couldpresent itself today, tomorrow or years from now.

“If you spend time and moneygetting the phone to ring and yourstaff handles the call poorly, whatwas the point of advertising?”


Educate Don’t assume employees already

have the necessary skills. Rememberthe old saying: A student can only beas good as the instructor provided.Stay away from most owners’ fourfavorite words – “That’s my manager’sjob.”

Most dealers use sales managers totrain. But most sales managers weresalespeople before they were promotedand had little training themselves.These are the former salespeople whosold a lot of RVs and were labeledclosers. A closer’s world is all aboutthe immediate and the “hot ups.”

Determine your biggest perform-ance weakness. It could be unsoldfollow ups, mastering phone ups, sold-client retention, or Internet processand procedures. Pinpoint it, set new priorities, andresearch trainers and techniques that can help you getthose results. Education isn’t optional; we can’t grow ifwe’ve already learned it all.

I recently had a very negative salesperson in one of myworkshops. He shot down almost every idea I gave out.After an hour, I stopped the workshop and told him it wassad that he had already experienced his best day at such ayoung age because, with such a negative view, he probablywouldn’t learn or accomplish anything more.

Support How many times have you put a plan into action, only

to see it collapse when the true level of support neededbecomes apparent? Surface commitment is easy. I’vewitnessed dealers professing at 20 Groups that BDCs arethe only way to go “because salespeople will never makethe necessary phone calls,” only to be back a year latersaying that BDCs aren’t necessary because “it’s a sales-person’s job to make the phone calls.”

Identify your top needs, create a plan, ensure you’reallocating the needed training and resources to implementthis plan, and support the plan consistently, whether it’spopular or not.

Inspect Never expect what you cannot inspect. Review activi-

ties daily by department and by individual. If employeesare uncomfortable with this, show them how inspectingand supporting can help improve sales and performance.Create an environment of teamwork and assisting, notfinger pointing.

Replace This is probably the most difficult step, but you must

be prepared to replace staff when necessary. The three-strikes rule is a good guideline, but you need a clearlywritten performance process that includes documentingthe three sub-performance strikes.

One of our greatest weaknesses is that we are tradition-ally reactive, looking for new hires only after we’ve reacheda crisis and need to get rid of someone ASAP. Underduress, we tend to make bad hiring choices. So advertise,interview, and screen candidates before you need to.

Reward Does your current compensation package reward based

solely on numbers and not source? If so, change it. Thehighest rewards shouldn’t be given for mere luck but for anindividual’s initiative. For example, if a salesperson asks forreferrals and generates an appointment that buys, he or sheshould get a higher bonus. Dealers also need to be carefulof mixed messages. Don’t espouse the importance ofprospecting but fail to reward it or help train employees todo it.

In short, you must identify what needs improving, setthe standards you want to achieve, inspect for progress,provide education and support, and replace and adjust asneeded. These steps will ensure a successful balance.

Joni Stuker is a sales consultant with more than 25 years ofexperience who has addressed dozens of dealer conventions and20 Groups. n

Don’t miss Joni Stuker’s presentation,“Proven Top Secrets To DrivingMore Business.”


FRVTA–RV Learning Center Partnership$995 per year for each dealership location.Over 50 sessions available, 24 hours a day,seven days a week, with full access totraining through July 31, 2012.

The DLN offers your dealership:• Onsite training• Group training• No travel time or expenses • Self-determined pace• One fixed price of $995 for the subscription term

The DLN offers online training for:• RV Technicians – The certification prep course

helps technicians get ready for the certification exam.Your subscription includes unlimited access to morethan 50 training sessions, reviews, and test prepara-tion sections. Also included are manufacturer- and

supplier-specific advanced repair and troubleshootingclasses designed to upgrade technicians’ skills.

Completion of these classes qualifies forrecertification hours. Classes are available24/7 throughout the program year,providing maximum flexibility.

• Service Writers/Advisors – Thisthree-hour program is valuable for both new

staff and experienced personnel preparing forthe RV Learning Center’s Service Writer/Advisor

certification.

• Greeters/Receptionists – This 50-minute sessionis suitable for all employees who need customerservice skills. It includes a final exam and certificateof completion.

• Dealers/GMs – This program features importanttopics for management, including lemon laws, LP gaslicensing issues, and the federal Red Flags Rule.

Company Name:____________________________________________________________________________________________

Address: ____________________________________________ City:________________________ State: ____ Zip: __________

Phone:______________________________________________ Fax: __________________________________________________

Mentor Name: ________________________________________________________ Phone: ______________________________

E-mail (at dealership) : __________________________________________________ Fax: ________________________________

**High-speed Internet access required. RVIA service textbooks not included.**_____ location(s) at $995 each = payment due: $__________________ (select payment method below)

PAYMENT METHOD Complete lower section and mail or fax to:

q PAY BY CHECK OR MONEY ORDER q PAY BY VISA OR MASTERCARD Florida RV Trade Association, 10510 Gibsonton Drive, Riverview, FL 33578, (813) 741-0488, Fax: (813) 741-0688

Name on Credit Card: ______________________________________________________________________________________

Card Number: ________________________ Security Code: _________ Expires: ______________________________________

Card Billing Address: ________________________________ City:________________________ State: ____ Zip: __________

Card Holder Signature: ______________________________________________________________________________________

For more information, call (386) 754-4285 or go to www.fgc.edu/rv-institute.aspx

Online Training with FRVTA’s

DISTANCE LEARNING NETWORK

DEALERSHIP REGISTRATION


Comfort Zones Versus Accountability By Don Reed

A s a dealer, are you getting the return oninvestment that you expected? As a

general manager, did you meet or exceed yournet profit projections for last year? If you’re afixed operations director, are you increasingyour parts and labor sales over last year? Forall three of you, is your service absorption

rising year over year? If any of your answers were no, thenit’s time to ask why.

Your financial statements will show you where theopportunities for improvement, or conditions, are but theywon’t show you how to fix them. To do that, you mustknow what’s causing the out-of-line condition. Then youcan make necessary corrections to bring the condition inline with industry guides. For those of you who havewritten repair orders, you probably recognize this as theThree Cs – condition, cause, correction.

Technicians need the condition to properly diagnosethe cause, which enables them to make the necessarycorrection. It’s no different for the dealer, general manager,or the fixed operations director when it comes to makingmoney and managing a profitable dealership or department.

After studying your financials to determine whatprevented you from attaining your financial goals, deter-mine what the cause was. I believe the culprits are usuallycomfort zones and accountability.

Everyone in your dealership has a comfort zone. Thegoal isn’t to get rid of them but to move them again andagain until you achieve the results you’re looking for – andthen move them again!

You must focus on the performance of individualemployees. Measure their performance and hold themaccountable for their results. Most of you already do that inyour sales department, which is where you devote much ofyour time and energy, but you fail to do so in the serviceand parts departments.

Consider these examples:

• If I was a salesperson who averaged two units sold permonth last year, what would you do? Answer: Train meto sell more or replace me with someone who could.

• If I was a service advisor who sold an average of twohours per customer-pay repair order last year, whatwould you do? Answer: Nothing – I’d have a job for life.

• If I was a sales manager whose team’s average closingratio was 10 percent deliveries to opportunities, whatwould you do? Answer: Train me how to close 20percent or more or replace me with someone who could.

• If I was your finance manager and averaged $200 grossprofit per unit sold last year, what would you do?

Answer: I wouldn’t have lasted six months!

• Finally, if I was your parts manager with an averageparts gross profit margin of 25 percent, what would youdo? Answer: Thank me for being back there, becauseyou sure as heck didn’t want to fool with that stuff.

Most dealers and general managers hold their salesteams accountable for performance on a daily, weekly, andmonthly basis and make any needed adjustments (i.e.,move comfort zones) immediately. Meanwhile, their partsand service teams remain in their comfort zones.

Why does this happen? Most dealers and GMs areoutside their comfort zones in the back end because theirroots are in the front end. What can a dealer do to crossthe demarcation line to the back end of the business?

Measure the performance of the people you intend tomanage, and let them know they are being measured. Also,compare their performance to industry benchmarks. Holdthem accountable for achieving or exceeding those bench-marks. Most dealers don’t hesitate to do this in their salesand F&I departments.

Rid yourself of the whiny excuses I hear from dealers:

• “You don’t understand – my market is depressed.”

• “But my service manager has been with me forever.”

• “I can’t find an advisor who’s any better.”

• “I don’t want to run off my customers by up selling.”

A depressed market has nothing to do with accounta-bility for performance. And time on the job doesn’t ensuregood job performance. If you can’t find better people, lookharder, because they’re out there. If you’re afraid of runningoff customers from up-selling, then you need to get out ofselling parts and service. Remember – there must be conse-quences for underachievers!

Don’t you think it’s time to get out of your comfortzone and make the return on your investment that youdeserve? Drag your fixed operations team out of its comfortzone and start holding it accountable. Once they stopkicking and screaming, they’ll make more money and yourcustomers will realize you have the best dealership in town.

Don Reed is CEO of RVMAX Training Solutions, atraining and consulting company that specializes in turningaround dealership profitability. He has more than 26 years ofexperience, including roles as an RV and auto dealer, GM, salesmanager, service and parts manager, and salesperson. n

Don’t miss Don Reed’s presentation,“Five Rules of Engagement forService Customers.”


Anew generation of customers,changing dealer needs, and

unpredictable pricing trendswithin the RV industry are trans-forming the wholesale RVbusiness. To help dealers compete,auction companies are offering

value-added services and shifting to online sales.“Due to a rise in consumer interest, dealers

are facing the good challenge of keeping theirlots stocked with freshinventory at all times,” saysManheim SpecialtyAuctions’ general manager,Karen Braddy. “We’vefound dealers are mostsuccessful when they have ahealthy mix of new andused RVs for customers tolook at.”

The result: RV saleshave increased more than200 percent. This growthcan be attributed to the fact that more dealers are usingonline buying tools. With the ease and convenience ofdoing business anytime, anywhere, it’s no wonder auctionshave become the top choice for buying and selling usedinventory. Dealers have discovered that auctions are themost efficient and cost-effective way of managing, stream-lining, and replenishing their quality used-RV inventory.

Kevin Wise, regional vice president of CampingWorld RV’s western region and a regular auction attendee,says, “Going to auctions is a no-brainer – when I’m aseller, the sheer volume of buyers in attendance can’t befound in any other forum, and as a buyer, inventory fromthe top banks can’t be found all together anywhere else.”

Even so, less than half of RV dealers take advantage ofauctions. For those who don’t know what they’re missing,here are a few of the benefits.

Ten reasons to participate in an auction:

1. Critical mass of buyers and sellerswith full seller disclosure

Multiple sellers can offer their units to a large crowd ofpotential buyers. All units at Manheim Specialty requirefull seller disclosure so buyers can have confidence in theirpurchases.

2. Credible pricing based on supply and demand

Auctions create an environment wheresupply and demand establish fair marketprices.

3. Efficient online buyingand selling services

New online tools let customers search inventory, viewvehicle conditions, buy or sell, make payments, or checksale schedules 24/7.

4. Affordable participationAuction fees are a small percentage of the RV selling priceand have decreased in the past 10 years.

5. Highly-qualified RV unit inspectors Auction-trained inspectors know what to look for onspecific units to ensure they’re marketed properly,increasing the chances of a sale. Manheim Specialty offerscertified RV inspections backed by Titan that are trans-ferrable to retail customers.

6. Transportation solutions Auctions provide transport services to help customers getunits back to their lots. Manheim uses more than 800carriers, brokers, and drive services at its auctions.

7. Full-service onsite reconditioningand mechanical repair services

Auctions provide on-site reconditioning and mechanicalrepairs to help maximize sales.

The Transforming Wholesale BusinessWholesale auctions are growing, and online participation is in high gearBy Kevin Cooper


8. Guaranteed payment for sellersand titles for buyers

Most auctions won’t offer a unit for sale unless the titleand paperwork are in order.

9. Floor planning options By securing financing through an auction, dealers can beconfident that the financer understands their unique situa-tion. Manheim Financial Services provides programs forRV dealers with competitive rates and up to 100 percentfinancing.

10. FunWhether selling or bidding online or in the lane, thecamaraderie and excitement of the dynamic trading experi-ence is fun for all.

Dealers who have never experienced the thrill of theauction and regulars who can’t get enough are invited to amock auction at this year’s convention. It will be part ofthe “Day on the Auction Block” workshop held October 6from 2:45 to 4 p.m.

Attendees will learn about the entire experience – fromauction terminology and certified inspections to floorplanning programs and transportation options. Dealers willleave with the confidence they need to start generatingrevenue for their stores through auctions.

“I always tell dealers who are new to auctions that themost important rule is to do their homework,” saysBraddy. “Everyone should visit an auction and learn theprocess before participating in a sale. For some, it’s intimi-dating to walk into an auction for the first time, so we’rebringing the auction to dealers at this year’s RVDAconvention.”

Last year, 37 percent of Manheim Specialty Auctions’RV sales were to online buyers, and that figure willcontinue to grow, says Braddy. Wise concurs, saying hebuys about half of his wholesale inventory online becauseof the convenience.

Kevin Cooper is Director of Manheim Specialty Auctions,which offers 16 branded specialty locations, 11 of which focuson RV sales. He has worked to establish operational consistencyamong its Specialty auction locations, identified best practices,and managed relationships between Manheim and 20+commercial consignors. n

Don’t miss Kevin Cooper’spresentation, “A Day on theAuction Block.”



Advertisers Index

Bank of the West(800) 843-2327 . . . . . . . . . . . . . . . . . . . . . . . . . 17

Bitimec Speedy Wash, Inc.(877) 637-1900 . . . . . . . . . . . . . . . . . . . . . . . . . 21

Brashers’ Northwest Auto Auction(800) 905-3901 . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Cruiser RV(866) 277-5630 . . . . . . . . . . . . . . . . . . . . . . . . . 13

DRV Luxury Suites(260) 562-1075 . . . . . . . . . . . . . . . . . . . . . . . . . 12

Diversified(800) 332-4264 . . . . . . . . . . . . . . . . . . . . . . . . . . 3

GE Capital(800) 289-4488 . . . . . . . . . . . . . . . . . . . . . . . . . 14

The Mobile Outfitters(574) 312-6654 . . . . . . . . . . . . . . . . . . . . . . . . . . 7

NCompass RV(513) 515-5379 . . . . . . . . . . . . . . . . . . . . . . . . . . 5

PPS Parallax Power Supply(800) 443-4859 . . . . . . . . . . . . . . . . . . . . . . . . . 19

Phoenix Extended Care(800) 297-0256 . . . . . . . . . . . . . . . . . . . . . . . . . 59

Protective(866) 924-7035 . . . . . . . . . . . . . . 15 & Back Cover

RL Polk(800) GO-4-POLK . . . . . . . . . . . . . . . . . . . . . . . . 11

RV America Insurance(800) 400-0186 ext. 230 . . . . . . . . . . . . . . . . . . 57

RVT.com(888) 810-2749 . . . . . . . . . . . . . . . . . . . . . . . . . 53

UVS Junction(407) 359-8878 . . . . . . . . . . . . . . . . . . . . . . . . . 55

Thanks to the 2011 RV DealersInternational Convention/Expo Supporters!


MARK YOURCALENDAROct. 1-5, 2012See You There!

RV Pro MagazineRV Pro magazine is providingprint and online promotionalsupport and is the officialvideo production company forthe RV Dealers InternationalConvention Expo.www.rv-pro.com

RV BusinessMagazineRV Business magazine isproviding print and onlinepromotional support andorganizational assistance forCelebrate Excellence: An All-Industry Gala.www.rvbusiness.com

RV Daily ReportRV Daily Report is providingonline promotional support.www.rvdailyreport.com

RV NewsRV News is providing onlinepromotional support.www.rvnews.com

RVDA Salutes RV Dealers InternationalConvention/Expo Media PartnersRVDA would like to thank the following media partners for their supportof RV dealers and the RV Dealers International Convention/Expo:


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