march 2014 business rise · leadership topics headed the list of professional development...

Business Rise

Preview the New Go RVing Stock Footage Now Available! page 26

ALSO:

Learning Center Has 7 New Prep Courses page 14

Boosting Service Agreement Sales page 22

MARCH 2014

page 10

Business RiseONTHE

Dealers Anticipate Sales Increases in 2014

5MARCH 2014

10 Dealers Upbeat About 2014 Retail Market

Dealer optimism about the 2014 retail marketcontinues to grow – RVDA’s latest survey shows68 percent of respondents believe this year willbe better than 2013.

12 RV Shipments Up 12 Percent in 2013 Factory-to-dealer RV shipments continued their

steady climb back from the Great Recession.

14 Learning Center Has New OnlineSelf-Study Courses

With seven new online self-study coursesavailable, techs have a way to prepare – online –for every rung of the RV Service TechnicianCareer Ladder.

16 Distance Learning Network Offers Fixed-Operations CertificationPreparation

Techs aren’t the only ones who can benefit fromthe network. Service writers/advisors, partspersonnel and greeters/receptionists will alsofind training courses.

18 Get Tech Training ThroughNorthampton Online Program

Learn how to troubleshoot and repair RVsthrough this community college’s comprehensiveprogram and earn a specialized diploma at thesame time.

22 Q&A with Protective’s Koster: BoostService Agreement Sales withConsistent Follow-Up

Bill Koster, vice president of Protective’sRecreation Vehicle & Specialty Products division,talks about what to look for in a service agreementand what dealers can do to sell more of them.

I N EVERY I S SUE :

6 Looking ahead 7 Chairman’s report 8 Officers, directors,

and delegates 9 Industry trends32 RVDA endorsed

products34 RV Learning Center

contributors35 RV industry’s

training calendar35 Advertisers index

C O N T E N T S March 2014

21 Brunoforte, Shields to be inducted into RV/MH Hall of Fame

25 Former RVDA Chair Jim Shields Passes

26 New Go RVing Stock Footage Available

A L S O :

10

12

14Mike MolinoThe

16

18

22

6 RV EXECUTIVE TODAY

Anew workforce study by theresearch firm ESI Trends released

at the NADA convention this yearshows dealerships that fail to invest intraining have higher levels of employeeturnover than those that make contin-uing education a priority. That’s consistent with many other

studies on training and retention, bothinside and outside of vehicle sales.People who want to advance theircareers are always on the lookout foropportunities for training and careerdevelopment. Dealers who provide a setof tools to develop the leadership andmanagement skills of employees can reapboth immediate and long-term benefitsthrough more engaged employees whoare less likely to leave.Dealer leaders at RVDA and the

Mike Molino RV Learning Center havelong recognized the need for continuingeducation. Last year, as the industrycontinued emerging from the downturn,RVDA surveyed young RV executives togauge their interest in a variety ofcontinuing education topics and year-round networking opportunities.Even though seven in ten respon-

dents were under 40 years old, 62percent had been in the industry formore than 10 years. Many have firsthandexperience in RV retailing but arelooking for something more in terms ofprofessional development.Leadership topics headed the list of

professional development opportunitiesthat they’re interested in exploring,followed by generational issues,increasing professionalism, personnelmanagement, and advocacy. Based on the survey results, the

Learning Center is working to addressthese interests. In addition to program-ming at the convention, the LearningCenter has developed webinars for

young RV professionals, middlemanagers, and anyone interested inprofessional development.Recent Learning Center webinars

conducted by our partner KPA coveredsuch topics as leading and managingMillennials, developing effective HRpolicy manuals, motivating employees totake safety seriously, and appointmentselling. More opportunities are in theworks, both online and at the 2014convention. The Learning Center webinar

programs are archived at www.rvlearn-ingcenter.com, so if you miss the liveevents, you can access the informationwhenever it’s convenient for you. They’refree to attend live or to stream onlinelater.If you have ideas for topics you’d like

to see addressed, either at the conven-tion or via webinar, let us know bycalling RVDA headquarters or sendingan email to [email protected] for your support.

LOOKING

AHEAD

President: Phil Ingrassia, CAE

Vice President forAdministration:Ronnie Hepp, CAE

Editor:Mary Anne Shreve

Graphic Designer: Ginny Walker

RV EXECUTIVE TODAY

RV Executive Today is published monthly by theRecreation Vehicle Dealers Association ofAmerica at 3930 University Drive, Fairfax, VA22030-2515. Periodicals postage paid at Fairfax,VA 22030 USPS No. 062450. Issued monthly toall RVDA members as a membership benefit paidfor by their dues.

Postmaster please send address changes to: RV Executive Today, 3930 University Drive,Fairfax, VA 22030-2515 The annual subscriptionrate of $30 is a part of membership dues.

Editorial/Business Office: 3930 University Drive, Fairfax, VA 22030-2515Phone (703) 591-7130 FAX (703) 359-0152

RV Executive Today (ISSN #1088-873X) Volume 18, Issue 3

For advertising information contact:Julie Newhouse, Marketing Manager, (703) 591-7130 x 103

RVDA STAFF Chuck BoydDealer Services Manager

Hank FortuneDirector of Finance

Jeff KurowskiDirector of Industry Relations

Julie Anna NewhouseMarketing Manager

Brett Richardson, Esq., CAEDirector of Legal and RegulatoryAffairs

Julianne RyderMarketing Communications Specialist

Patricia WilliamsAccounting Clerk

RV LEARNING CENTER STAFF

Karin Van DuyseChief, RV Learning Center

Liz FlemingEducation Coordinator

Tony YermanRV Service Consultant –––––––––––––––––––––––––––––––––––Isabel McGrathTechnician Certification Registrar

“Dealer leaders atRVDA and the MikeMolino RV LearningCenter have longrecognized the needfor continuingeducation.”

Encouraging EmployeeDevelopmentBy Phil Ingrassia, CAE, president

I recently read a white paper by accounting firm AutoTeam America on what auto dealers might encounter by2025 and what they should do to prepare. The authorsdiscuss a number of influences, including technology, regu-lation, manufacturer influence, and consumer buying pref-erences, and they interview nearly 100 dealers and industryexperts. Their conclusions: Auto dealers will have to adaptto stay in business.I’m not saying that all of Auto Team America’s predic-

tions are necessarily what's in store for RV dealers, but Ibelieve some of them have implications for us. Here aresome of the paper’s most interesting points.First, ATA found near unanimous agreement that there

will be fewer car dealers. Consolidation isn’t slowing – “thecompression of gross margins, the increased capitalizationrequirements and other factors all point to fewer dealershipowners, if not fewer rooftops,” according to the paper.Dealers were asked to describe their expansion plans

for the coming decade, choosing from these four possibleresponses: aggressively seeking to add points/franchises;looking to purchase when the right deal comes along;improving the performance of current stores; and lookingto reduce the number of stores/franchises. Eight percent ofthe dealers say they’re aggressively seeking to add stores, 69percent are looking to grow, 30 percent want to improvetheir current stores, and one percent wants to reduce thenumber of stores.Another question asked what the current dealer’s status

would be in 2025. Twenty-eight percent responded thatthey would be “growing stronger than ever,” 38 percent saidthey would be “involved but transitioning to a lesser role,”and 34 percent said they would be retiring.Retiring dealers and dealers unable or unwilling to

meet manufacturer demands will provide opportunities forthe consolidators. The ATA white paper predicts that by2025 there will be a concentration of 80 to 100 dealershipgroups that own an average of 135 to 150 stores. Currently,only five groups own 100-plus stores. If you subtract thisgroup from the top 125 dealer groups in the country, theaverage group holds 16 stores.Conclusion: Larger organizations will achieve greater

scales of efficiency, giving them the means to make thenecessary capital expenditures, manage regulations, keep upwith technology, and lower transaction costs. However, theone- to two-store retailers will still have a role becausethey’re locally owned and enjoy the benefits of beingintegral parts of their communities.

The white paper also found that program cash such asvolume bonuses, stair step programs, CSI incentives, andfacility allowances greatly affects dealers’ profitability.Without this income, 15 percent of the respondents saythey would lose money, and another 52 percent say theincome takes them from near break-even to profitability.Only a third say they don’t need the income to be prof-itable. Of course, program cash comes with a never-ending

list of manufacturer controls and, not surprisingly, dealerssay factory demands and interference are the biggest threatsto their dealerships. When it comes to the sales process, consumers will

continue to reap the benefits of greater price transparencyand competition. Generation Y will prefer to purchase viathe Internet versus visiting the showroom, so salespeoplewill need to become more tech savvy. They’ll also have tounderstand the different buying patterns of baby boomersand Generations X and Y. Why am I writing about the ATA’s paper? Because we

need to figure out what our own industry’s future looks likeso we can be proactive, not reactive. Also, RVDA’s conven-tion committee is planning the 2014 educational program –are there workshop topics that could help youprepare for 2025? If anything in this columnhas you thinking about what the association cando to support your business’s future, pleasecontact RVDA staff with your ideas.

Future Shock? Not if We PrepareBy Jeff Hirsch, chairman

CHAIRMAN’S REPORT

7

My dear friend and former RVDA chairman JimShields used to say "You don't know what youdon't know." Jim, who passed away last month,was one of our association's greatest minds, andon many occasions he would challenge me or,better yet, call me out. Jim was the guy who origi-nally urged me to serve RVDA, and there was nosaying no to him. As many of you know, he wasthe 2013 winner of the James B. Summers Awardand a recent inductee to the RV/MHI Hall ofFame. I’ll always think of him as the Voice of theDealer. There aren't many people out there likeJim, and we'll all miss him. My deepest condo-lences to his wife Sherry, son Joey, and family.


ChairmanJeff HirschCampers Inn of KingstonKingston, NH(603) [email protected]

1st Vice ChairmanJohn McCluskeyFlorida Outdoors RV CenterStuart, FL(772) [email protected]

2nd Vice ChairmanBrian WilkinsWilkins R.V. Inc.Bath, NY(607) [email protected]

TreasurerDarrel FriesenAll Seasons RV CenterYuba City, CA(530) [email protected]

SecretaryTim WeggeBurlington RV SuperstoreSturtevant, WI(262) [email protected]

Past ChairmanAndy HeckAlpin HausAmsterdam, NY(518) [email protected]

DirectorWill JarnotPleasureLand RV Center Inc.St. Cloud, MN(320) [email protected]

DirectorMike ReganCrestview RV CenterBuda, TX(512) [email protected]

DirectorRod RuppelWebster City RV Inc.Webster City, IA(515) [email protected]

DirectorRon ShepherdCamperland of Oklahoma, LLCTulsa, OK(918) [email protected]

RVRA RepresentativeScott KrenekKrenek RV CenterColoma, MI(269) [email protected]

RVAC ChairmanTom StinnettTom Stinnett Derby City RVClarksville, IN(812) [email protected]

RV Learning Center ChairmanJeff PastoreHartville RV CenterHartville, OH(330) [email protected]

DELEGATESAlabamaRod WagnerMadison RV SupercenterMadison, AL (256) [email protected]

AlaskaKevin BrownArctic RV & Interior TopperFairbanks, AK (907) [email protected]

ArizonaDevin MurphyFreedom RV Inc.Tucson, AZ(520) [email protected]

CaliforniaTroy PadgettAll Valley RV CenterActon, CA (661) [email protected]

ColoradoTim BilesPikes Peak TravelandColorado Springs, CO(719) [email protected]

ConnecticutChris AndroHemlock Hill RV Sales Inc.Milldale, CT(860) [email protected]

DelawareRyan HorseyParkview RV CenterSmyrna, DE(302) [email protected]

FloridaRob RothenhauslerOcean Grove RV SupercenterSt. Augustine, FL(904) [email protected]

GeorgiaDoc AllenC.S.R.A. Camperland Inc.Martinez, GA(706) [email protected]

IdahoTyler NelsonNelson’s RVs Inc.Boise, ID(208) [email protected]

IllinoisRichard FlowersLarry’s Trailer Sales Inc.Zeigler, IL(618) [email protected]

IndianaNathan HartWalnut Ridge Family Trailer SalesNew Castle, IN(765) [email protected]

IowaJeremy KetelsenKetelsen RV Inc.Hiawatha, IA(319) [email protected]

KansasBill HawleyHawley Brothers Inc.Dodge City, KS(620) [email protected]

KentuckyNeVelle SkaggsSkaggs RV CountryElizabethtown, KY(270) [email protected]

LouisianaJim HicksSouthern RV Super Center Inc.Bossier City, LA(318) [email protected]

MarylandGreg MerkelLeo’s Vacation Center Inc.Gambrills, MD(410) [email protected]

MassachusettsMarc LaBrecqueDiamond RV Centre Inc.W. Hatfield, MA(413) [email protected]

MichiganChad NeffAmerican RV Sales & ServiceInc.Grand Rapids, MI(616) [email protected]

MinnesotaWill JarnotPleasureLand RV CenterSt. Cloud, MN(320) [email protected]

Mississippi Stephen (Snuffy) SmithCountry Creek RV CenterHattiesburg, MS(601) [email protected]

MissouriSheri WheelenWheelen RV Center Inc.Joplin, MO(417) [email protected]

MontanaRon PiercePierce RV SupercenterBillings, MT(406) [email protected]

Nebraska Tony StaabRich & Sons Camper SalesGrand Island, NE(308) [email protected]

NevadaBeau DurkeeCarson City RV SalesCarson City, NV(775) [email protected]

New HampshireScott SilvaCold Springs RV CorporationWeare, NH(603) [email protected]

New Jersey Brad ScottScott Motor Home Sales Inc.Lakewood, NJ(732) [email protected]

New MexicoRick SchollRocky Mountain RV WorldAlbuquerque, NM(505) [email protected]

New YorkJim ColtonColton RVN Tonawanda, NY(716) [email protected]

North CarolinaSteve PlemmonsBill Plemmons RV WorldRural Hall, NC(336) [email protected]

North DakotaMichelle BarberCapital R.V. Center Inc.Minot, ND(701) [email protected]

OhioDean TennisonSpecialty RV SalesLancaster, OH(740) [email protected]

OklahomaRon ShepherdCamperland of Oklahoma, LLCTulsa, OK (918) [email protected]

OregonKory GoetzCurtis Trailers Inc.Portland, OR(503) [email protected]

PennsylvaniaGreg StarrStarr’s Trailer SalesBrockway, PA (814) [email protected]

Rhode IslandLinda TarroArlington RV Super Center Inc.East Greenwich, RI(401) [email protected]

South CarolinaGloria MorganThe Trail CenterNorth Charleston, SC (843) [email protected]

South DakotaLyle SchaapSchaap’s RV TravelandSioux Falls, SD(605) [email protected]

TennesseeRoger SellersTennessee RV Sales & Service,LLCKnoxville, TN(865) [email protected]

TexasMike ReganCrestview RV CenterBuda, TX(512) [email protected]

UtahJared JensenSierra RV CorpSunset, UT(801) [email protected]

VermontScott BordenPete’s RV CenterSouth Burlington, VT(802) [email protected]

VirginiaLindsey ReinesReines RV Center Inc.Manassas, VA(703) [email protected]

WashingtonRon LittleRV’s Northwest Inc.Spokane Valley, WA (509) [email protected]

West VirginiaLynn ButlerSetzer’s World of Camping Inc.Huntington, WV(304) [email protected]

WisconsinMick FerkeyGreeneway Inc.Wisconsin Rapids, WI(715) [email protected]

WyomingSonny RoneSonny’s RV Sales Inc.Evansville, WY (307) [email protected]

VACANTArkansasHawaiiMaine

AT-LARGEBob BeenAffinity RV Service Sales &RentalsPrescott, AZ(928) [email protected]

Randy CoyDean’s RV SuperstoreTulsa, OK(918) [email protected]

David Hayes Hayes RV CenterLongview, TX(903) [email protected]

Ed LerchLerch RVMilroy, PA (717) [email protected]

Scott LoughheedCrestview RV CenterBuda, TX(512) [email protected]

Mike RoneSonny’s RV Sales Inc.Evansville, WY(307) [email protected]

Adam RuppelWebster City RV Inc.Webster City, IA(515) [email protected]

Rod RuppelWebster City RV Inc.Webster City, IA(515) [email protected]

Joey ShieldsPan Pacific RV Centers Inc.French Camp, CA(209) [email protected]

Earl StoltzfusStoltzfus RV’s & MarineWest Chester, PA (610) [email protected]

Glenn ThomasBill Thomas Camper SalesWentzville, MO(636) [email protected]

Larry Troutt IIITopper’s Camping CenterWaller, TX(800) [email protected]

Bill White United RV CenterFort Worth, TX(817) [email protected]

Participating Past ChairmenBruce BentzCapital R.V. Center Inc.Bismarck, ND(701) [email protected]

Randy BilesPikes Peak Traveland Inc.Colorado Springs, CO(719) [email protected]

Debbie BrunoforteLittle Dealer, Little PricesMesa, AZ(480) [email protected]

Rex FloydFloyd’s Recreational VehiclesNorman, OK(405) [email protected]

Crosby ForrestDixie RV SuperstoreNewport News, VA (757) [email protected]

Ernie FriesenAll Seasons RV CenterYuba City, CA(530) [email protected]

Rick HorseyParkview RV CenterSmyrna, DE(302) [email protected]

Larry McClainMcClain’s RV Inc.Lake Dallas, TX(940) 497-3300

Tim O’BrienCircle K RVsLapeer, MI(810) [email protected]

Dan PearsonPleasureLand RV Center Inc.St. Cloud, MN (320) [email protected]

Cammy PiersonCurtis Trailers Inc.Portland, OR(503) [email protected]

Joe RangeRange Vehicle Center Inc.Hesperia, CA (760) [email protected]

Dell SandersJ. D. Sanders Inc.Alachua, FL (386) [email protected]

Marty SheaMadison RV SupercenterMadison, AL(256) [email protected]

Bill ThomasBill Thomas Camper Sales Inc.Wentzville, MO(636) [email protected]

Larry TrouttTopper’s Camping CenterWaller, TX(800) [email protected]

RVDABOARDS: OFFICERS,DIRECTORS,&DELEGATES

9

Factory-to-dealer shipments of towable RVsand motorhomes exceeded retail sales by

wide margins in November 2013, but that’stypical of the Thanksgiving/Christmas seasonwhen consumers look to make other types ofpurchases, according to data gathered bymarket research firm Statistical Surveys/TheThrive Group.

The inventory index for towable RVs was57.0 in November 2013, which means towableRV inventories expanded at a robust rate whencompared with the inventory index of 77.4 forthe first 11 months of 2013.

The pace of towable RV inventory expansion actually was morerapid in November 2012, when the inventory index was 49.7, andduring the first 11 months of 2012, when the index was 72.1

Pretty much the same occurred in the case of motorhomes, whichhad an inventory index of 58.9 in November 2013, and 76.4 duringthe first 11 months of 2013.

The 10,547 towable RVs retailed by U.S. dealers duringNovember 2013 represented a 17.3 percent increase over the 8,993units sold to consumers in November 2012. Wholesale shipments oftowables were up 2.2 percent to 18,500 units in November 2013,compared with 18,100 units delivered to dealerships in November2012.

In the case of motorhomes, 1,767 units were retailed in November2013, a 32.7 percent increase over the 1,332 units sold in November2012. Meanwhile, motorhome shipments increased 30.4 percent to3,000 units in November 2013, compared with 2,300 units shippedduring November 2012.

For more information, contact Tom Walworth at (616) 281-9898. TheThrive Group is a partnership between Statistical Surveys and SpaderBusiness Management. n

For the latest RV Inventory Indexreport, visit www.rvda.org.

30

40

50

60

70

80

90

100

110

120

NOVOCTSEPAUGJUL

40

60

80

100

120

2013

2012

NOVOCTSEPAUGJUL

72.1

60.7

59

49.7

57

77.4

TOWABLES

78.3

60.6

68

58.9

57.9

76.4

MOTORHOMESYTD

YTD

2012 2013

2012 2013

Typical End-of-Year InventoryExpansion Occurred in 2013 By Thomas Walworth, Statistical Surveys/The Thrive Group

INDUSTRY TRENDS

When the RVInventory Index isbelow 100, there’san expansion ofdealer inventories.When the index isabove 100, there’sshrinkage. If theindustry sold a unitat retail for everyunit delivered atwholesale, the RVInventory Indexwould be 100.

R V I N V E N T O R Y I N D E X

Take Advantage of Your RVDA WebsitesThe RVDA and Mike Molino RV LearningCenter websites are the dealershipemployee’s complete online resources.These innovative, interactive websitesprovide easy access to the criticalresources that assist dealers and theiremployees in running the dealership effi-ciently and effectively.

Visit both sites to download factsheets on dealership best practices orthe latest retail statistics, search thelistings of training opportunities, and

purchase CD-ROMs, publications,videos, or webcasts to enhance yourdealership’s knowledge. RVDAmember dealerships and any of theiremployees can have 24/7 access tomost of RVDA’s dealer specific infor-mation (broken down by depart-ment).

Make www.rvlearningcenter.comand www.rvda.org your first sourcefor all dealership information.

MARCH 2014


RV dealers are expecting big things thisyear, according to results from anRVDA survey conducted in late

January-early February. After a good 2013,the majority of survey respondents areexpecting 2014 to be even better.

Specifically, 68 percent of dealers whoparticipated in the survey feel the outlookfor the retail market this year will bebetter than it was in 2013. Another 32percent believe the market will be aboutthe same as it was last year.

The only area of concern to dealersas they head into spring is the size ofinventories. Forty-five percent of respon-dents feel their inventory levels are toohigh, 50 percent believe inventories arethe right size, and 5 percent feel they’retoo low.

Solid growth in 2013The optimism about 2014 comes

after a solid recovery year in 2013. Fifty-nine percent of respondents said lastyear’s retail market was better than it wasin 2012, and 41 percent felt it was thesame. No dealers said 2013 was worsethan 2012.

All of the survey participants believetowable RV and motorhome sales willeither be better in 2014 than they were in2013, or at least the same. Seventy-sevenpercent believe towable sales will bebetter than in 2013, and 23 percentbelieve they’ll be about the same. Fifty-nine percent feel motorhome sales will bebetter than last year, and 41 percentbelieve they’ll be the same.

Credit availabilityThe vast majority of dealers in the

survey feel adequate amounts of bothwholesale and retail credit are available.Ninety-five percent say there’s sufficientfloor plan credit, and 86 percent feel there’splenty of retail credit for their customers. n

LATEST RVDA SURVEY:

Dealers Upbeat About 2014 Retail MarketBy Jeff Kurowski

BETTER

WORSEBETTER

WORSE

BETTERABOUT THE SAMEWORSE

How did your 2013 motorhomesales compare with 2012?

What is your outlook for 2014towable RV sales vs. 2013?

What is your outlook for 2014motorhome sales vs. 2013?

BETTER

ABOUT THE SAME

BETTER

ABOUT THE SAME

BETTER

ABOUT THE SAME

How did your 2013 RV retailsales compare with 2012?

How will 2014 RV retail salescompare with 2013?

How did your 2013 towableRV sales compare with 2012?

LOWJUST RIGHTHIGH

For current conditions, your inventory is:

11MARCH 2014

12 RV EXECUTIVE TODAY12

F actory-to-dealer ship-ments of all types ofRVs increased 12.4

percent in 2013 comparedwith 2012, althoughindustry volume stillremains below the recentpeak levels of 2006 and2007. Manufacturers shipped

321,130 units to dealershipsin the United States andCanada last year, comparedwith 285,750 in 2012.Some 390,500 units wereshipped in 2006, and353,400 units were shipped

in 2007. However, RVIAestimates that in 2006dealers sold 40,000 to60,000 units to reliefagencies after HurricaneKatrina devastated NewOrleans and other parts ofthe Gulf Coast duringSeptember of 2005.Trailer sales last year

bested the pre-recessionlevel of 2007 and were closeto the Katrina-inflated levelof 2006, according to RVIAdata. The vast majority ofunits that dealers sold foruse as temporary housingfollowing Katrina weretravel trailers, according toRVIA.

Dealers received 197,450travel trailers last year, an11.6 percent increase overthe 176,900 units deliveredin 2012. They received180,200 in 2007 and203,600 in 2006, the highesttotal in more than 20 years.Fifth wheel shipments

also increased 7 percent lastyear to 70,600 units,compared with 66,000 unitsin 2012. Folding campershipments declined 0.5percent to 11,200 units, andtruck camper shipmentsincreased 4.4 percent to3,560 units last year.Motorhomes had a

particularly strong recoverylast year, posting a 36percent increase in ship-ments, although themotorhome sector still hasa ways to go to reach pre-recession levels.

Class A deliveriesincreased 30.7 percent in2013 to 19,050 units,compared with 14,580 unitsin 2012. However, manu-facturers shipped 32,900Class As in 2007, so the2013 volume was not quite60 percent of what it wassix years earlier.Class C motorhome

shipments also rose by 48.8percent last year to 17,100units, compared with11,500 units in 2012. Lastyear’s Class C volume wasalmost 90 percent of what itwas six years ago, when19,500 units were delivered.Class B motorhome

shipments increased amodest 2.5 percent to 2,180units last year, up from2,120 units delivered todealers in 2012. In 2007,manufacturers shipped3,100 Class Bs. n

RV Shipments Up 12 percent in 2013By Jeff Kurowski

13MARCH 2014

Class A Motorhome Shipments

Class B Motorhome Shipments Class C Motorhome Shipments

Fifth Wheel Shipments

Travel Trailer ShipmentsTotal Shipments Comparisons

Source: RVIA


The RV industry isconstantly evolving,

and technicians need tokeep pace with thechange. Continuing educa-tion isn’t a nicety – it’s anecessity. Skilled techni-cians earn more for them-selves and their dealer-ships, provide betterservice to customers, andensure their future in theworkforce. The good newsis that there are moretraining opportunitiesthan ever before, andlearning is easier, lessexpensive, and moreconvenient. Thanks toonline learning programs,employees don’t have toleave the dealership toupgrade their skills orbecome certified. Find outwhat’s new in trainingand certification.

Features and benefits of thenew courses:

• Online courses help prepare experiencedtechnicians for certification.

• Enrollment provides one year of access tocourse content.

• The courses’ content is keyed to the teststhat make up the Technician Career Ladder.

• Practice tests are similar to the actualRegistered, Certified, and Specialty exams,and the test questions come from a new,larger data base that better prepares techs.

• Graphics, charts, and instructional videoscater to various learning styles.

• The courses include access to mentorsupport.

Features of the new distancelearning platform

• Multi-platform software can be accessedthrough tablets, smartphones, PCs andMacs.

• Students can view detailed progressreports and provide their managers withdocumentation of their quiz and practicetest scores.

• Students can print a completion certificateafter earning a passing score on the finaltimed practice test.

• Industry sponsored training and continuingeducation categories are included.

There’s a course for eachlevel of the Career Ladder:

• Registered Technician

• Certified Technician

• Certified Specialist • Appliances • Body (coming soon)

• Chassis • Electrical systems • Plumbing

Registered Technician

After passing the initial candidate test, techni-cians can prepare for the next rung of thecareer ladder – registered technician – bytaking the corresponding preparation course.The registered technician preparation coursegives techs a level of proficiency in severalcore areas:

1. Propane: how it’s stored in the RV, howit’s delivered to appliances, and the mate-rials and safety devices employed to ensureits safe and efficient use

2. Basic electricity: the fundamentals,including Ohm’s Law manipulation, inter-preting electrical diagrams, and using testequipment

3. Interior: fire, life, and safety information,and routine care and cleaning of interiorsurfaces

4. Technical: welding systems, pre-deliveryinspection, and customer relations

Most technicians will be able to complete thecourse in about 15 hours; the cost is $89 perregistrant.

Certified Technician

Technicians who have passed the registeredtechnician test are ready for the next careerrung – the certified technician preparationcourse provides training for the traditional,comprehensive path to certification – the ‘left’side of the Career Ladder (see diagram on nextpage). The nine-section course instructs techni-cians on:

1. Electrical: service power sources, wiring,and inspection and testing

2. Brakes, suspension, and towing

Technicians now have a way to prepare themselves – online – for every rung ofthe RV Service Technician Career Ladder. The Mike Molino RV Learning Center’s

seven new online self-study courses give techs a leg up on achieving certification.

RV Learning Center Has New Online Self-Study Courses By Karin Van Duyse

C O N T I N U I N G E D U C A T I O N

3. Plumbing: fresh water, waste water,and propane piping

4. Appliances: air conditioning, waterheaters, furnaces, refrigerators, andcooktops

5. Generators: operation, controls andcomponents

6. Hydraulics: components, controls,maintenance and troubleshooting

7. Exterior/Interior: body, roof andslide outs

This is the most comprehensive prepcourse option; it costs $249 per registrantand takes approximately 25 hours tocomplete.

Certified Specialist

This level is available to technicians whohave passed the registered technician test.The specialty or ‘right side’ path to certifi-cation breaks testing into individualspecialties. Each course prepares a techni-cian to be tested and certified in one offive specialty areas:

1. Appliances

2. Body (coming soon)3. Chassis

4. Electrical systems

5. Plumbing

Each course will cost $69 and vary inlength from five to 15 hours. All seven self-paced courses providecontent based on the latest RV ServiceStandard. The many “check your under-

standing” quizzes interspersed throughoutthe courses, and the final practice testsmodeled after the actual exams, are alldesigned to help technicians succeed. The registration form is on page

28. Please e-mail [email protected] orcall (703)591-7130 with questions. n

15MARCH 2014

Technicians can use the RV LearningCenter’s online prep courses one timeonly to recertify. Techs who have alreadyused the original 40-hour online certifi-cation prep course to recertify may notuse any of the new certification prepcourses toward recertification.

First-time prep course students –those who didn’t take the original certifi-cation prep course – earn 15 hours ofcredit for the registered technician courseand 25 hours for the certified techniciancourse. Credit hours are awarded whenstudents achieve a passing score on thefinal, comprehensive practice test at theend of each course. The new e-learningplatform offers students the ability to

immediately print a certificate of comple-tion when they achieve the minimumpassing score on the final practice test.Remember: Technicians who used theoriginal 40-hour course for recertificationcredit hours may not use either the regis-tered or certified technician prep coursesfor the 40-hour continuing educationrequirement needed for recertificationthrough training.

If you’re a certified RV technician orhave a lapsed certification, pleasecontact the Technician CertificationRegistrar at (703) 591-7130, x102, oremail [email protected] for help withcontinuing education credit hours andother recertification questions.

NEED RECERTIFICATION CREDIT HOURS?

A PROMISING CAREER CLIMBGive your business a leg up with the revamped RV Technician Certification Program.


D ealers can get unlimited access to 50RV-specific training sessions for theiremployees by taking a yearly subscrip-

tion to the Distance LearningNetwork, a partnership between theMike Molino RV Learning Center andthe Florida RV Trade Association. TheDLN program, now in its eighthyear, offers coursework reviews andtest preparation sections; the onlyrequirement to participate is ahigh-speed Internet connection. Avideo cable connected to a televisionis also useful when conducting group training seminars.

The DLN’s advantages include: • Onsite training• Group training• No travel time or expenses• Self�determined learning pace• One fixed price of $995 for the subscription term

(August 1 through July 31)

Subscribers select a training mentor to work with theassociation’s instructional experts, Jim Carr and JudyWilson. Watch a free mentor training video here:http://netcast.usf.edu/rvtrade/index.php.The 2013-14 DLN program includes a broad

curriculum designed to improve the performance of manydealership personnel, including:

RV service technicians – The prep courses helptechs get ready for each section of the RV ServiceTechnician Career Ladder (candidate, registered techni-cian, certified technician, certified specialist).The certification prep program is delivered through

team instruction from Rob Cochran, owner of CampingConnection in Kissimmee, FL, and parts and servicedirector Steve Roddy of North Trail RV, Ft. Myers, FL.Both men are master certified technicians. The online video-based prep courses are supported by

the 14-volume “RV Service Textbook” set and “ElectricityDemystified.” The online instructors refer to the booksthroughout and use the end of chapter tests. Each trainingsession identifies which chapters will be covered. Theonsite training mentor makes sure students have that infor-mation so they get the maximum benefit of the sessions.

The textbooks, updated in2012, are written by RV

service experts andpublished by the RVIndustry Association

(RVIA). They can bepurchased from the MikeMolino RV LearningCenter. See page 30 forthe order form.

The DLN’s instruc-tional sessions are also

supported by study guidesfrom RVIA that contain general information about theactual tests that make up the RV Service TechnicianCertification Career Ladder, sign-off sheets, sample testquestions, and practice tests. These free guides can beobtained from www.rvtechnician.com.

Service writers/advisors – This three-hourprogram is valuable for both new and experiencedpersonnel preparing for the Mike Molino RV LearningCenter Service Writer/Advisor certification.

Service and parts personnel – While thesevideo-based sessions are designed to upgrade technicians’skills, service writers/advisors and parts personnel alsobenefit from learning about the products used in today’sRVs. Many of these sessions qualify for recertificationhours. A variety of industry professionals teach them.

Greeters/receptionists – Approximately 50minutes long, this online session is suitable for all employeeswho need customer service skills. Those who pass the finalexam earn a certificate of completion. A six-modulelearning guide supports the session with sections on:

1. The importance of customer service skills2. Expectations for the RV receptionist3. First impressions4. Communicating on the phone5. Handling difficult customers6. Organizational techniques for the workplace

Dealers/GMs – The platform also offers sessions onimportant topics for management, including lemon laws,LP gas licensing issues, and the federal Red Flags Rule.

Find a subscription form on page 29. For more infor-mation, call (386) 754-4285. n


Distance Learning Network Offers Fixed-Operations Certification PreparationBy Karin Van Duyse

17MARCH 2014


N orthampton Community Collegein Bethlehem, PA, and thePennsylvania RV & CampingAssociation (PRVCA) offer a

comprehensive online program for RVtechnicians. Established in 2003, theprogram’s goal is to teach students

basic troubleshooting and repair andmaintenance procedures so they’ll beprepared for a career at any RV deal-ership or service facility. Individualscan complete the entire program andearn a specialized diploma or simplyenroll in individual courses.

How is Northampton’sdistance learningprogram organized?The program consists of 13

different online courses. There arethree semesters a year with threecourses administered each semester.Students complete the majority oftheir assignments – website research,discussion forum, quizzes and exams –within Blackboard Inc.’s learningmanagement system. Some activitiesrequire using email. Some assignmentsmay be submitted in Microsoft Wordand emailed to the instructor. Onlinecoursework is supplemented by hands-on assignments at an RV dealership oraftermarket service center. The program is designed for RV

maintenance and sales personnel,service managers, factory field techni-cians, service representatives, inspec-tors and those seeking a new, hands-on career in a growing industry.Certified techs may use the courses forrecertification credit, and workingtechs may use the program to preparefor certification.

What will I learn? What will I do?Each lesson follows textbooks.

You’ll read and study a brief history ofrecreational vehicles and then delveright into the safe use of tools andspecialized equipment. You’ll learnabout the role of the RV service tech-nician in the shop, along with record-keeping, customer service, and otherjobs you may qualify for after thetraining.Each of the recreational vehicle’s

major systems is dissected and studied– LP, plumbing, and electrical. Thenyou’ll learn how to troubleshoot majorappliances on RVs, including the airconditioner, the absorption refriger-

Get Tech Training Through NorthamptonCommunity College’s Online Learning Program


19MARCH 2014

ator, the furnace and the water heater.You’ll also study preventive mainte-nance.Individuals work primarily on

their own but have regular interactionwith the instructor and other studentsin a discussion forum. You’ll also berequired to work with an RV dealer oraftermarket service center for assis-

tance in passing the hands-on assign-ments. If you’re not already employedat an RV dealership, you must visitone and send the names and contactinformation of the owner/generalmanager and the service manager toyour instructor, who will then contactthe facility to arrange for someonethere to act as your preceptor. This is

very important, since some hands-onassignments require verification by anapproved individual.There are weekly assignments, an

occasional pop quiz, and a compre-hensive final exam. Each course has apass/fail grading system. You’ll receivea certificate of completion when yousuccessfully fulfill all of the programrequirements.

Course scheduleEach course follows a Monday to

Sunday schedule. You can begin thecourse work for a given class on eachMonday at 11 a.m. EST. All course-work requirements for the week aredue the following Sunday by 11 p.m.EST. You can work ahead, but it’s notrecommended, since the instructor caninsert comments at any time duringeach lesson. If you must retake a quizor hands-on component due to afailing grade, you have one additionalweek to submit the required materials.

continued on page 20

Northampton Community College isone of only three National Recreation

Vehicle Technical Institute (NRVTI)approved sites nationwide.


Preparation for techniciancertificationExperienced techs who complete all 13

courses will have a good preparation for RVService Technician Certification. Technicianspursuing the Certified Specialist path to certifi-

cation may choose anabbreviated program bycompleting theNorthampton course thatcorresponds to one or allof the five specialties thatcomprise the SpecialistPath to certification. Seepage 15 for the RVService TechnicianCareer Ladder.Northampton’s

courses are also approvedfor recertification credit.Students must success-fully complete all courserequirements to earn thecredits. The number ofcredit hours awarded

varies by course. The technician certificationprogram registrar can answer questions aboutrecertification. Email [email protected], or call(703) 591-7130, x102.

About Northampton Community CollegeNorthampton Community College is a fully

accredited institution. Students can choose fromnearly 100 transfer and career programs leadingto associate degrees, certificates and diplomas.The college is 90 miles west of New York Cityand 60 miles north of Philadelphia.

Learn more and enrollTo learn more and register for a course, visit

https://lifelearn.northampton.edu/modules/.Click on “View Catalog” under “Center forBusiness and Industry (CBI)”. Then select“Technical and Trades.” Search for a course andfollow the registration procedure. Call (610) 861-5390 if you have problems registering. Tuitionvaries by course. n

Remaining 2014 ScheduleRV Preventive Maintenance: March 17 - April 14RV Air Conditioning: May 5 - June 6RV Water Systems: June 16 - July 20RV Towing Systems: July 28 - Aug. 24

Course Requirements

TEXTBOOKS – required for the specialized diploma:

1. “Introduction to RV Service” 2. “RV Propane Systems” 3. “RV Plumbing Systems” 4. “Electricity Demystified” 5. “RV Electrical Systems” 6. “RV Air Conditioning” 7. “RV Refrigerators” 8. “RV Heating Appliances” 9. “RV Water Heaters”10. “RV Preventive Maintenance”11. “RV Pre-Delivery Inspection”12. “RV Ranges and Cooktops”13. “RV Generators”14. “RV Brake, Suspension & Towing Systems”15. “RV Hydraulics”

All texts except “Electricity Demystified” are publishedby RVIA and may be ordered through the MikeMolino RV Learning Center. See page 30 for theorder form, or email [email protected], or call (703)591-7130. PRVCA members should visithttp://www.prvca.org for information about finan-cial assistance that’s available to dealership personnel.PRVCA members should place their textbook orderthrough Heather Leach at [email protected], or(888) 303-2887.

TOOLS –

Chapter 3 in the textbook “Introduction to RV Service”lists several tools commonly used by RV technicians.Students are highly encouraged to acquire these toolsand can get information on free or discounted tools bycontacting PRVCA at (888) 303-2887 about its Tools forTechs program. Dealerships expect technicians to owntheir own hand tools as a condition of employment.

TECHNOLOGY –

Internet and email access (hi-speed access is recom-mended). Experience doing web searches is vital.

continued from page 19

21MARCH 2014

F ormer RVDA chairmenDebbie Brunoforte andthe late Jim Shields are

among the 10 RV and manu-factured housing industryexecutives who will beinducted into the RV/MHHeritage Foundation Hall ofFame this summer.Brunoforte, RVDA’s

2009-2010 chairman, andShields, chairman in 2006-2007, will be honored duringceremonies at the Hall of Fame facility in Elkhart, IN,during the annual induction dinner on August 4.Brunoforte is president and CEO of

Arizona dealership Little Dealer, Little Prices,and Shields was president of California dealer-ship Pan Pacific RV Centers Inc.RV/MH Heritage Foundation President

Darryl Searer praised the 10 honorees for theiroutstanding careers. “I join their friends, familyand colleagues in welcoming these newinductees, who will join the honored rolls ofindustry leaders, pioneers and innovators whohave made significant contributions to the RVand manufactured housing industries,” he said.Brunoforte knew she had been nominated

but says she was caught by surprise when shewas named a member of the Hall of Fame Classof 2014. “I’m thrilled,” she said, “because I lovethe RV industry, I love the people, the customers,the product, and what we do for society.”Brunoforte also described Shields as a

mentor who was “bright, articulate and soselfless. He loved to teach, and he helped somany struggling dealers.”

The other Class of 2014 inducteesfrom the RV industry are:• Bob Livingston, senior vice president/ grouppublisher, Good Sam Enterprises LLC

• Peter B Orthwein, executive chairman, ThorIndustries Inc.

• John D Roba, founder and president ofmanufacturer’s representative firm Roba andAssociates, and supplier firm JR Products

Inductees from themanufactured housingindustry are:• Barry Cole, president ofManufactured Housing InsuranceServices and Cole Housing Corp.

• Ed Evans, managing partner of EPM• Thomas “Tom” L. Kern, CEO ofsupplier firm Style Crest Enterprises

• Richard “Dick” King, founder andCEO of King Insurance

• Gary McDanial, CEO, YES!Communities n

Brunoforte and Shields to Be Inductedinto RV/MH Hall of FameEdited by RVDA staff

Debbie Brunoforte Jim Shields


Q RV manufacturers areadding a lot of newtechnology to their

units in response tocustomer demand. How isservice agreementcoverage keeping up withthese high-tech compo-nents?

AMost service agreementproviders are keeping upwith the technology,

although it’s something of abalancing act. New tech-nology is often untested inthe marketplace, yetconsumers want coverage forthese newer components. Asproviders, we are constantlyworking to find the rightbalance of coverage to meet

the needs of dealers andconsumers. For instance,today we cover VORAD(Vehicle Onboard Radar)control, but due to thenewness of the component,there’s a surcharge associ-ated with the coverage. As things change, we asproviders continue to makeadjustments to the serviceagreement. For example, slideouts used to be uncommonbut now you’d be hardpressed to find an RV withoutone. Even pop-ups havethem. As this component hasbecome more common, wehave added necessarycoverage for them to ourbase program.

QWhat should dealerslook for when they’rereviewing service

agreement programs?

A Look into what types ofrepairs your servicedepartment experiences.

Ask your service managerwhat kind of claims he’sseeing and compareprograms to see if they covercommon failures. Ask yourown employees what it’s liketo deal with particularcompanies. How easy is it tofile claims? If it’s always astruggle, then you’re notgetting what you paid for.Customers are paying forreliable coverage – theyshould see the value for theirmoney.

Q The motorhomesegment of themarket continues to

rebound and is forecastto be the biggest growtharea in the industry,percentage-wise, for2014. What opportunitiesdo you see for dealers toincrease their serviceagreement penetration inthat segment?

A Our numbers indicateservice agreementacceptance rates are

higher on motorhomes thantravel trailers, which makessense because motorhomeshave more things that can go

wrong. The opportunity topresent the benefits of aservice agreement isn’t just atthe point of sale – ifcustomers don’t buy a serviceagreement at the time ofpurchase, follow up withthem. Generally speaking, aslong as there’s still a chassiswarranty in effect, Protectivecan provide a service contract.It makes sense to follow uptwo, three, four times duringthe chassis warranty period. Unfortunately, probablyless than 10 percent ofdealers have a formal follow-up process. Once thosecustomers leave the dealer-ship, they’ll be receiving solic-itations from Internet-basedproviders and others. That’swhy the dealer should takethe lead with a follow-upprogram. Dealers who have imple-mented a follow-up programcan be very successful. Weknow there are customerswho want to buy a contractafter the sale because wereceive calls from them andwe refer them back to thedealer. Another easy-to-do idea isto have service managerskeep a “repair manual” socustomers can see actualrepair orders for repairs thatwould have been covered bya service agreement. Thisprovides consumers withsomething tangible thathelps them better understand

RV Executive Todayinterviews Bill Koster, vicepresident of the RecreationVehicle & SpecialtyProducts division ofProtective, about what to

look for in a service-agreementprogram, how dealers can increasesales of service agreements, and more.

Boost Service Agreement Sales with a ConsistentFollow-Up Plan, Says Protective’s KosterEdited by Mary Anne Shreve

the benefits of a serviceagreement. It’s also important thateveryone in the dealership befamiliar with the serviceagreement, not just the sales-person. When everyone in thedealership can explain thebenefits, it’s easier to showcustomers the peace of mindthey’re purchasing.

Q Used units are primecandidates for serviceagreements. What

advice can you givedealers who want tomake inroads with thissegment?

A People are keeping theirRVs longer since therecession. Owners may

realize that if they’re going tokeep the unit awhile, theyshould purchase a serviceagreement. There are morethan 5 million RVs on theroad that are eligible forservice agreements that don’thave one. Imagine gettingeven just one percent of thatbusiness. Dealers should bewriting a lot more serviceagreements on used unitsthan on new, simply becausethere are so many more usedunits out there. Inform your customers. Letthem know that labor andparts costs grew faster in thepast five years than in theprevious 20 and that RVs arenow more complicated torepair. For instance, it couldrequire several hours just to

gain access to the refrigeratorto repair it. Also, consider promotingservice agreements to othercustomers at the dealership,such as those who visit theparts department. As for new owners, if theyhesitate to buy a serviceagreement because their unitcomes with a manufacturerwarranty, point out the addi-tional benefits available witha service agreement, such astowing and road service,travel expenses, food spoilageand pet care.

Q There are some“new” service agree-ment products

coming to market rightnow. What should dealersask when reviewing theseprograms?

A One of the first ques-tions I’d ask is, “Whatkind of RV experience do

you have?” If the companyhas no previous experience,how does it adequately pricea seven-year service agree-ment? Also, ask who theobligor is – it should be theadministrator, not the dealer.Dealers should be transferringliability, not assuming it,when selling service agree-ments. Show the program to yourservice manager and ask himif there’s anything it doesn’tcover that it should. Ofcourse the provider is goingto tout its good points, but

your manager has a betteridea of a program’s value. It’s human nature to getcaught up in the hype thatoften surrounds a newproduct, but if a new serviceplan sounds too good to betrue, it probably is. At the endof the day, the claim experi-ence is paramount. Nothing beats decades ofindustry experience.Companies with a provenrecord of paying claims,answering the phone, anddoing what they say they’regoing to do are the compa-nies that dealers should alignthemselves with.

Q RVDA has endorsedProtective’s XtraRideservice agreement

since 1992, and theprogram has changed

over time. How do youwork with dealers andagents to ensure theagreement is a marketleader?

A Protective AssetProtection has beenserving dealers for over

50 years. We’re fortunate tohave a lot of experiencedpeople who are dedicated tomeeting the needs of dealer-ships. Also, we rely on our RVAgent Council not only forfeedback about programchanges but also for input onour business processes andprocedures. Personally, I try to visit asmany dealerships as I canthroughout the year, and ofcourse, we rely heavily on ourrelationship with RVDA. n

23MARCH 2014

25MARCH 2014

Former RVDA Chairman of theBoard Jim Shields of Pan Pacific RV

Centers Inc. in French Camp, CA,passed away on February 13 after acourageous battle with cancer. Shieldsserved as RVDA chairman from 2006-07 and, until his death at age 68, was amember of the RVDA Board ofDelegates and served as co-chairman ofthe Government Relations Committee.He was also a past director of the MikeMolino RV Learning Center Board ofDirectors. He was a founding memberof CalRVDA and also served as itspresident.Last year Shields received RVDA’s

highest honor, the James B. Summers Award, for hisconsistent and outstanding contribution to the associationand its members. He was also recently named to the 2014class of the RV/MH Hall of Fame.Shields was a strong advocate for RV dealers and the

RV industry at the national, state and local levels. “Jimencouraged the association to become more active in

educating Congress on the impact of CAFE stan-dards on towing capacity,” said former RVDAPresident Mike Molino. “He advocated forsensible laws and regulations that saved energyand curbed pollution while preserving the capacityto tow trailers. “He also urged the engineers at Ford, General

Motors and Chrysler to ensure that towingcapacity continued to be on their priority list asthey developed more efficient pick-up trucks. Jimwas never shy about a cause that he believed in,”said Molino.Shields was a mentor and friend to many

dealers and was extremely active in RVDA/Spader20 Groups. “Jim was an outstanding businessmanand one of the great thinkers in the RV industry,”

said RVDA President Phil Ingrassia. “He was focused oncontinually trying to make things better – at RV dealer-ships, in the industry, and at RVDA.”A native Californian, Shields is survived by his wife

Sherry, son Joey, daughter Gina, and other familymembers. Memorial contributions may be made towww.cancer.net or to Lincoln Presbyterian Church. n

Former RVDA Chairman of the Board Jim Shields Passes Away

Jim Shields and wife Sherryaccepting the JB SummersAward at the 2013 RVDealers InternationalConvention/Expo


Go RVing has produced new stock video(or B-roll footage) that’s ideal for editing

into local TV commercials or other promo-tional videos. This high-quality footage is acost-effective alternative to organizing yourown video shoots.

Every major RV type (Classes A, B, and C; traveltrailer, fifth wheel, expandable travel trailer, foldingcamping trailer, truck camper and sport utility RV) isincluded in the footage. The video was shot at camp-grounds and also on the highway, in residential areasand in beach settings at Lake Michigan.

For convenience, the B-Roll has beendivided into two categories – lifestyle and RVfocused/driving footage:

Lifestyle footage – This approximatelysix-minute video contains beautiful close-upsof couples and families enjoying time togetherin their RVs. There’s a combination of bothinterior and exterior footage.

RV focused/driving – The RV is the central focus in thisapproximately 10-minute video. Shots are wide-angle and show

the full vehicle in natural backgrounds.People in the video are secondary to thevehicle.

These video files are high-definition,broadcast-quality files compressed using an

h264 codec. They have been createdas QuickTime movie files and will becompatible with standard editingplatforms currently used by the vastmajority of production facilities.Prices are $99 for lifestyle scenesand $99 for running vehicle scenes.To order, visit the www.gorving.com

and click on the Industry Only section at thebottom of the web page.

Also new this year are previews of thefootage. Please note that the previews arenot broadcast quality and cannot be down-loaded. To buy the videos for production

purposes, use your Go RVing login, go to the Tie-in Program taband download. An invoice will be automatically generated uponcompletion of the download. n

New Go RVing Stock Footage Now AvailableEdited by RVDA Staff

Name: ______________________________________________________________________Company: __________________________________________________________________Address: ____________________________________________________________________City: __________________________________________State: _____ Zip:____________Phone: ___________________________________ Fax:______________________________Email: ______________________________________________________________________Dealer website: ____________________________________________________________

Fax to (703) 359-0152, or mail to RVDA, 3930 University Dr., Fairfax, VA,22030. For more information, visit www.rvda.org or send an email [email protected]

Please enroll _____ dealership(s) at $225 each.Make checks payable to RVDA. q Check here for leads delivered by U.S. mail.Credit card (circle): VISA MC DISCOVER AMEX Credit card #: ___________________________________________ Exp. date: ________Cardholder: ________________________________________Security code: ________Signature: __________________________________________________________________

Get on board with Go RVing! Return this form TODAY!

29MARCH 2014

FRVTA – The Mike Molino RV LearningCenter Partnership$995 per year for each dealership location.Over 50 sessions available, 24 hours aday, seven days a week, with full accessto training through July 31, 2014.

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

The DLN offers online training for:• RV Technicians – The certification prep coursehelps 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- andsupplier-specific advanced repair and troubleshootingclasses designed to upgrade technicians’ skills.

Completion of these classes qualifies for recerti-fication hours. Classes are available 24/7throughout the program year, providingmaximum flexibility.

• Service Writers/Advisors – Thisthree-hour program is valuable for bothnew staff and experienced personnelpreparing for the RV Learning Center’s

Service Writer/Advisor certification.

• Greeters/Receptionists – This 50-minutesession is suitable for all employees who needcustomer service skills. It includes a final exam andcertificate of 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 Note: prices are subject to change without notice. Complete lower section and mail or fax to:

Florida RV Trade Association, 10510 Gibsonton Drive, Riverview, FL 33578, (813) 741-0488, Fax: (813) 741-0688

q PAY BY CHECK OR MONEY ORDER q PAY BY VISA OR MASTERCARD

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 https://www.fgc.edu/academics/occupational-programs/rv-institute/

Online Training with FRVTA’s

DISTANCE LEARNINGNETWORK

DEALERSHIP REGISTRATION

11/2013


Certified Green RV ProgramTRA Certification Inc. [email protected]: (800) 398-9282 Fax: (574) 264-0740TRA, the leading third-party green certificationcompany, through its “Certified Green RVProgram,” measures, evaluates, and certifies RVmanufacturers and verifies vendors for energyefficiency and environmental friendliness. Thisprogram empowers dealers to guide environ-mentally-conscious consumers in making better-informed decisions about their RV purchases,leading to increased customer satisfaction.

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Credit Card ProcessingBank of America Merchant Services https://[email protected](678) 784-0567Bank of America Merchant Services offersRVDA members an annual savings averaging10-to-15 percent on each Visa andMasterCard swipe transaction. Advancedequipment provides fast authorization,around-the-clock support, and improved fundsavailability for those with a depository relation-ship with the bank.

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Disability Income Insurance/ Paycheck Protection BenefitsAmerican Fidelity AssuranceCompanywww.afadvantage.comTed [email protected](800) 654-8489, Ext. 6530Dealerships can provide disability insurance toprovide security for a portion of an employee’spaycheck in the event they are unable to workdue to a covered accident or illness.

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Emergency Roadside and TechnicalAssistanceCoach-Netwww.coach-net.comdealersales@coach-net.com(800) 863-6740Coach-Net provides emergency roadside andtechnical assistance solutions to RV dealersthroughout the U.S. and Canada and for manyRV and chassis manufacturers, RV clubs, andcustomer membership groups. Coach-Netprovides dedicated service using over 150employees with advanced communicationstechnology tools combined with an extensivedatabase of more than 40,000 serviceproviders. The company employs trainedCustomer Service Agents and RVDA-RVIA/ASEMaster Certified Technical Service Agents.

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Employee TestingCaliper Corp.www.calipercorp.comRalph [email protected](609) 524-1214

For nearly a half-century, Caliper has consultedwith over 25,000 companies on improvingevery aspect of their workforce – from hiringand selection to employee development andsuccession management. Starting withaccurate, objective insights our consultantsgain from our time-tested personality assess-ment, the Caliper Profile, we are able to helpour clients reduce the high cost of turnover,help first-time managers excel and create solu-tions that are tailored, practical and adaptable.Whether you are looking to hire topperformers, develop talent, build teams ortransform your organization, we can help.

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Extended Service AgreementsXtraRide RV Service AgreementProgramwww.protectiveassetprotection.com(800) 950-6060, Ext. 5738The XtraRide RV Service Agreement Program isoffered through the Asset Protection Divisionof Protective Life Insurance Company. Theprogram has been exclusively endorsed byRVDA since 1992. The XtraRide programs andF&I solutions bring dealers increased profitopportunities while providing quality protectionfor their customers. Protective is dedicated toproviding the RV industry with superiorproducts and services given its ability to under-write, administer, and market its ownprograms.

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Health Insurance Mass Marketing InsuranceConsultants Inc. (MMIC)http://www.mmicinsurance.com/RVDA/[email protected](800) 349-1039MMIC contracts nationally with a number ofhealth insurance companies to provide a widevariety of benefits. MMIC creates a customizedinsurance program best suited for individualdealerships. Coverage is available to individualmembers and those firms with two or moreemployees. With group coverage, all active full-time employees are eligible. Spouse anddependent children under age 19 (23 if full-time student) are also eligible. The cost of thecoverage for the RVDA program may be paidin whole by the employer or shared with theemployees. However, the employer’s contribu-tion must be at least 50% of the total cost.

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Lead Qualifier ProgramCustomer Service Intelligence Inc.(CSI)[email protected](800) 835-5274The Scene: High Inventory-Low Sales. TheNeed: MORE SALES-New methods to meetcircumstances. The Solution: CSI’s LeadQualifier Program. How it Works: Your salesleads are sent to CSI immediately following:initial contact with your sales staff – either inthe showroom or by phone, website contact,

Go RVing leads, and anywhere else you mightacquire leads. CSI then makes a personalphone call to each lead, captivating their atten-tion before your competitor does and estab-lishing impressive rapport! We will uncover theprospect’s initial impression of your dealershipand staff; fully qualify the lead including exactneeds and time frame for purchase; andprovide you with their DEAL MAKER!

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Pre-owned RV Appraisal GuidanceN.A.D.A. Appraisal Guides & [email protected](800) 966-6232, Ext. 235The N.A.D.A. RV Appraisal Guide is an essen-tial tool for dealers needing to determine theaverage market value for used RVs. A newonline program, RV Connect, is also availablethat provides updated RV values, createscustom window stickers for both newer andolder RVs, and more. These products are allavailable at the RVDA “members only” rate.

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Propane and Propane SuppliesSuburban [email protected](800) 643-7137Suburban Propane offers discounts to RVDAmembers on propane along with attractive andsafe equipment for refilling most any propanecylinder, 24-hour service, on-site “Train theTrainer” instruction for dealership personnel,signage, and a periodic review of fillingstations by experienced safety experts.

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RVDA/Spader 20 GroupsSpader Business [email protected](800) 772-3377RVDA/Spader 20 Groups managed by SpaderBusiness Management help dealers improvetheir management skills, recognize markettrends, and solve problems. The groups includenon-competing dealers who share experiencesto develop best practices.

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Shipping DiscountsPartnerShip, LLChttp://partnership.com/[email protected](800) 599-2902The RVDA Discount Shipping Program,managed by PartnerShip, provides RVDAmembers with substantial shipping discounts.RVDA members who enroll in the free programwill save on small package shipments withFedEx and less-than-truckload (LTL) freight ship-ments with UPS Freight and Con-way Freight.Visit www.PartnerShip.com/79rvda for moreinformation and to enroll.

RVDA Endorsed Products

Visit www.rvcareers.orgRV dealers can access resumes and post jobopenings through a partnership withBoxwood Technology at www.rvcareers.org.

NeedMoney forCollege?

NeedMoney forCollege?

The Mike Molino RV Learning Center is a tax exempt organization as described in section 501(c)(3) of the Internal Revenue Code. Contributions may be tax deductible as charitable donations. The scholarship

program is made possible through the generosity of the Newt and Joanne Kindlund Family.

College Scholarships Available from the Mike Molino RV Learning Center

More information and an application available at www.rvlearningcenter.com

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35MARCH 2014

A World of Training(866) 238-9796 . . . . . . . . . . . 19

American Guardian(800) 579-2233 . . . . . . . . . . . . 2

Diversified Insurance Management Inc.(800) 332-4264. . . . . . . . . . . . 3

Freightliner Custom Chassis(800) FTL-HELP . . . . . . . . . . . . . 4

MBA Insurance Inc.(800) 622-2201 . . . . . . . . . . . 17

Protective(888) 326-0778 . . . . . back cover

RVT.com(888) 928-0947 . . . . . . . . . . . 25

Sobel University (253) 565-2577 . . . . . . . . . . . 23

Spader(800) 772-3377 . . . . . . . . . . . 26

Spartan Chassis(517) 543-6400 . . . . . . . . . . . 11

SYS2K Dealership Software(407) 358-2000 . . . . . . . . . . . 18

ADVERTISERS INDEX

TechnicianCertificationSelf-StudyPrep Course

FRVTA’s DistanceLearning Network -Training for EveryPosition at YourDealership

CustomerServiceTrainingthroughFRVTA’s DLN

Service Writer/AdvisorTrainingthroughFRVTA’s DLN

ONGOING ONLINE EVENTS:

Don’t see your events listed? Visit

www.rvtrainingcalendar.comto upload your events to the

calendar.

RVDA Welcomes Our Newest Members

Dealers

Wehr RVsMountain Grove, MO

Aftermarket

HGR's Truck andTrailer Sales Inc.Hope Mills, NC

1/1/14 - 1/31/14

march 2014 business rise · leadership topics headed the list of professional development...

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