The first-ever Cox Automotive Training Fair was held at Manheim Pennsylvania this month, which aimed at educating customers about Cox’s various companies, including Manheim, Autotrader, ExportTrader, Kelley Blue Book, NextGear Capital, Ready Auto Transport, and others.
The March 18 event, hosted in the auction’s sales lanes, catered to more than 220 customers who learned about more than 14 of Cox Automotive’s companies and how the companies could help their individual businesses.
“This truly was a unique opportunity to show our customers that Cox Automotive and Manheim truly are leaders in the automotive remarketing industry,” said Julie Picard, vice president and general manager of Manheim Pennsylvania. “It is so important for our customers to understand how our wide scope of products and services can help them buy and sell vehicles easier and drive their results. Some of our employees were fortunate enough to learn more about our sister companies during an event that was well-received by our employees and customers.”
Around 100 participants viewed the individual info sessions hosted at the event online via Manheim’s website. The live sessions were streamed via Simulcast audio coupled with digital education content and was open to anyone in the retail and wholesale car business with login access to the site.
More information about Cox Automotive and their family of companies can be accessed here.
Asbury Automotive Group has revealed its most recent plan to cull the shortage of automotive technicians at the company. The auto group says it plans to hire between 200 and 400 technicians over the next year or two.
The dealership group says it has opportunities to expand its quick service offerings as well as its traditional service offerings across all of its stores and collision centers.
In order to obtain the technicians, Asbury plans on utilizing its working partnerships with local technical schools, community colleges, its vehicle manufacturing partners and its own Asbury Technical Institute, which completed its first graduating class in September. ATI is an internal program that trains eligible technician candidates, including current employees, with classroom and hands-on training.
Asbury says it anticipates a mid-single digit growth rate percentage for its parts and service gross profit for the rest of the current year.
CDK Global announced recently the success of its “Agile in a Day” mentoring event at its office in Portland Plaza.
In partnership with Portland’s ChickTech high school program, the aim of the program was to encourage young women to pursue careers in the engineering and technology fields.
“As a company providing innovations to the automotive retail industry, it’s part of our DNA to support interest in technology at a broader level,” said Steve Anenen, president and chief executive officer at CDK Global. “If we can help provide a forum to inspire young women to pursue engineering, everyone benefits.”
The high school-aged women took part in team huddle sessions, working with software engineers, to learn new techniques using HTML and AngularJS. Each team presented what they had learned at the end of the day.
Carla Clay, the program manager for ChickTech Portland, was proud of the partnership.
“ChickTech is super excited to partner with CDK because we both share the vision of changing the ratio of women in technology,” Clay said. “Today provided our girls with a solid foundation in Agile development methodologies, and it was a blast.”
Those interested in learning more about or contributing to the organization’s endeavors can do so on the ChickTech website.
Online car-shopping resource CarLingo announced Wednesday it now provides downloadable eBooks on its website to assist consumers with charting the waters during the car-buying journey.
According to the company, customers invest an average of 15 hours over a three-month shopping process to research their potential purchase. Aimed at shortening this time, CarLingo now provides its Buyers Guides along with brief videos on its YouTube channel.
“Our research shows us that consumers are often confused and frustrated as they shop for and ultimately buy a new car,” said Steve Greenfield, CarLingo’s chief executive officer and founder. “Our research shows that consumers would be willing to pay an extra $626 to avoid negotiation, and an extra $568 to guarantee a face-to-face transaction of fewer than 60 minutes.”
Although these guides can help on the consumer end, it is solid information for a dealer to know that a consumer is willing to pay a little extra for a smoother, quicker transaction process. Making the process as transparent and simple as possible for the customer may prove to increase dividends on both sides of the transaction.
“CarLingo has been built as a very consumer-friendly experience, and we continue to get great user feedback to guide our design team,” Greenfield said. “These new eBooks and videos should greatly help address consumer’ questions and concerns during their shopping journey, and complement the core CarLingo experience.”
Recovery Specialist Insurance Group reminded repossession agents about a crucial part of a Consumer Financial Protection Bureau bulletin, especially if these agents have gone through specialized recovery training during the past two years.
RSIG board member Jim Clark focused on whether agencies currently are compliant with the CFPB’s expectation that the banks and nonbanks conduct thorough due diligence to verify the third party service provider understands and is capable of complying with federal consumer financial law.
Parts of this bulletin include:
— Requesting and reviewing the service provider’s policies, procedures, internal controls, and training materials to ensure that the service provider conducts appropriate training and oversight of employees or agents that have consumer contact or compliance responsibilities
— Including in the contract with the service provider clear expectations about compliance, as well as appropriate and enforceable consequences for violating any compliance-related responsibilities, including engaging in unfair, deceptive, or abusive acts or practices
— Establishing internal controls and on-going monitoring to determine whether the service provider is complying with federal consumer financial law
— Taking prompt action to address fully any problems identified through the monitoring process, including terminating the relationship where appropriate
“As you can see, the training of all staff is a must,” Clark said. “If you haven’t made arrangements with to have all in your agency to take the certified recovery agents course at RSIG, you need to do so.”
Clark insisted RSIG’s training program can meet the requirement of education as instructed by the CFPB because the firm continuously monitors bureau communications for any update in state and federal law changes.
Clark added RSIG’s training course are state specific, can be taken online and completed following a proctored test without the aid of an open book.
Participants can log into the RSIG University website and study all the sections. When users are ready within a 10-day window, they can log into the site and a test appears on material covered in the course. Participants have a face-to-face connection with an exam proctor who will require identify verification with a driver’s license. Those proctors monitor test takers to make sure no study material is used.
RSIG indicated that upon completion, participants receive a certification certificate.
“This is a true certification,” Clark said. “You must take a refresher course and test every two years. If you’ve certified once, is it enough? Will this initial certification be good forever? No it will not.
“Laws change, new laws come into play and new precedent is set through case law, and some states may require continued education that happens after you take your first course,” he continued. “Most attorneys will tell you a true certification course will require you to have regular refresher courses because of possible changes in the law or new precedents or the fact you may forget important items in the industry you work in.”
RSIG pointed out the cost is less by being a member. The continuing education course is now available online for $109 for RSIG members who were previously certified and $139 for non-members who have previously certified through the RSIG program.
Clark added discounts are also available with group sign-ups.
“Don’t delay as it could save you from having a problem due to either wrong or no education in the law,” Clark said. “And certification and continuing education as a repossessor makes you more valuable to the lenders.”
To get started with RSIG’s ongoing training program, go to www.rsig.com.
The Dealer’s Auto Auction group announced recently that eight of its employees have now completed the International Automotive Remarketers Alliance (IARA) Certified Automotive Remarketer (CAR) Program.
According to the company, they now have eight of the 101 total graduates of the program.
Mark Hopkins, the national fleet lease manager at DAA, supervised the certification process of the other seven of his fellow employees and graduates, who now include: Amanda Hutchens (DAA Corporate), Missy McCormack (DAA Huntsville,) Nicki McCoy (DAA Murfreesboro), Christi Willis (DAA Memphis, Lauren Taylor (DAA Mobile) and Donna Phillips and Karen McKinney (both from DAA Chattanooga).
“The IARA provides us with a number of valuable education forums and initiatives that benefit auctions and remarkets alike,” said David Andrews, the chief executive officer of City Enterprises and founder and chief manager of DAA. “I am very proud that so many of our employees took this opportunity to educate themselves, and am certain this certification will ultimately strengthen our business, and our industry.”
Interested parties seeking their own extended education via the CAR program will need a minimum of three consecutive years of experience in the vehicle remarketing industry before being able to sign up.
“The IARA certification program provides its candidates the opportunity to achieve higher levels of industry knowledge through a comprehensive program that encompasses all aspects of the remarketing industry,” said Tony Long, IARA executive director.
DealerRater has announced the winners of its 2015 Dealer of the Year Award program based on consumer reviews of their dealerships experiences shared on DealerRater.com.
“Consumers have identified the dealerships that deliver an exceptional experience in the U.S. and Canada and we’re proud to recognize this top group of dealers on behalf of consumers,” said Gary Tucker, DealerRater’s chief executive officer. “New- and used-car shoppers, as well as service department customers, write more than 35,000 reviews monthly on DealerRater, and these ratings and reviews are now seen by more than 14 million consumers each month. The dealers recognized today have earned the trust of their customers and have shown that a great customer experience is a competitive advantage.”
The highest scoring dealership in the United States – Klaben Ford Lincoln in Kent, Ohio – earned a 4.875 out of 5.0 on DealerRater’s PowerScore system in 2014 with over 700 reviews. For Canada, Bank Street Hyundai in Ottawa, Ontario was awarded the 2015 Canadian Dealer of the Year award, scoring 4.781 out of 5 on the DealerRater scale.
The complete listing of award winners can be found on DealerRater.com.
Later on in the quarter, DealerRater says it will introduce an expanded annual recognition program for top dealerships in the U.S. and Canada based on consumer ratings from DealerRater.com and DealerRater.ca. The dealers recognized for the 2014 calendar year will be announced in February.
News flowed out of Cox Automotive and the companies under its umbrella at the NADA Convention and Expo this past week.
The announcements included a new training program for wholesale vehicle buyers as well as the revealing of this year’s recipient of the Barbara Cox Automotive Woman Of The Year Award, among other news.
The company announced late last week its subsidiary DealShield has launched a vehicle sourcing training program for wholesale vehicle buyers.
Even as supply expands, making landing quality used inventory a big easier, there are still risks associated with each vehicle purchase.
In response to this risk, DealShield launched its Certified Buyer Program. The new program includes a series of five training modules designed to educate and inform buyers of the risks involved in vehicle sourcing and how to avoid pitfalls.
“By participating in the Certified Buyer Program, buyers should gain better understanding of all the tools available to mitigate risk during purchase at auction,” said Brett Woods, senior director at DealShield. “These tools, including DealShield products, enable dealers to focus their time, money and energy on buying and retailing the best vehicles for their inventory.”
The modules revolve around the phases of the “Vehicle Sourcing Risk Landscape”, management explained.
The first four training modules focus on the various phases of sourcing, ranging from research to retailing.
The final module provides advanced training on how DealShield products can be used to mitigate sourcing risks. A certificate will be given after the modules are completed.
The company also explained that buyers who also become DealShield 360º customers will earn Certified Buyer status, which means discounted rates, access to special products and services, a personal DealShield relationship manager and custom marketing materials.
In an effort to get the word out, DealShield will hold introductory Certified Buyer Program seminars at Manheim auction locations throughout the U.S this year.
The first session is scheduled for Feb. 19, at Manheim Pennsylvania.
“We’re thrilled to be partnering with DealShield and hosting their first Certified Buyer Program seminar at our location,” said Julie Piccard, vice president and general manager at Manheim Pennsylvania. “The risk mitigation techniques taught through the program are invaluable for wholesale buyers who need to make quick, yet smart, sourcing decisions at auction.”
Cascade Automotive Group Exec Earns Cox Automotive Woman of the Year Award
In other news stemming from Cox Automotive during the convention, the industry giant presented the annual Barbara Cox Anthony Automotive Woman of the Year Award to Michelle Primm, managing partner of Cascade Auto Group.
This award is presented to women who “demonstrate business leadership and community advocacy, as well as a commitment to furthering the automotive industry,” and was presented by Cox Automotive President Sandy Schwartz during the Northwood University Dealer Education Awards annual breakfast at the NADA convention.
“Michelle is an exceptional business and community leader, displaying a passion for excellence and exhibiting deep commitment,” Schwartz said. “She has positively influenced our industry and her community while shaping the Cascade Auto Group into one of the most respected dealerships in the country. This award is named after the late Barbara Cox Anthony, one of our owners and mother of our chairman, Jim Kennedy. Michelle and Mrs. Anthony have many things in common, including a skill for getting things done — and done well. I am honored to present this award to Michelle on behalf of Cox Automotive.”
Primm begain her career in the industry in high school washing cars and delivering parts for the auto group in Cuyahoga Falls, Ohio.
After attending college and working as a financial supervisor, Primm returned to Cascade Auto Group to progress in management roles involving title processing, car sales, business management and general management.
Primm is a 30-year veteran of the auto industry and a graduate of the National Automobile Dealers Association Dealer Candidate Academy.
She currently represents women dealers on the NADA Board of Directors, is chair of the NADART and serves as vice president for the Ohio Bureau of Motor Vehicles Licensing Board.
Primm also is a member of the Ohio Automobile Dealers Association and Greater Cleveland Automobile Dealers Association, for which she was a past board member representing Mazda, Subaru, Audi and Porsche. In addition, she was president of the BMW Dealer Licensing Board from 2005 to 2007 and a member from 1994 to 2007, Cox reported.
“Thank you Cox Automotive for recognizing women leaders in the automotive industry, and the importance of having a diversified workforce that reflects our customer base,” said Primm. “It’s a true honor to be named as this year’s award recipient."
Women-Drivers.com released the results of its 2015 U.S. Women’s Car Dealerships Report last week, and most of the metrics studied showed an increase in satisfaction among females while shopping for cars and purchasing these vehicles.
According to Women-Driver.com data, women were responsible for buying over 13 million cars at new-car dealerships last year, which boils down to 36,000 per day.
“It’s a very competitive industry” shares Women-Drivers.com president, Anne Fleming. “Women know they can buy a car anywhere in their respective city. It’s in a dealer’s best interest to strategize and market to women. However, it takes more than just having a family female spokesperson.”
According to the site, women only visit an average of two dealerships prior to buying a car. And it’s crucial to make a good first impression, as 60 percent of women who leave without purchasing, do not return to that dealership.
The report, which pulls from over 3,450 women’s surveys from the company’s website, showed that when shopping for a vehicle, the sites Women Satisfaction Index (WSI) rose to 4.37 on a five point scale, up from 4.25 last year.
The top ranked-brands by women while shopping for their new vehicle were Volkswagen, Ford, Chevrolet, Jeep and Buick.
And when female shoppers are ready to get the keys to the vehicle they have chosen, the overall WSI for purchasing went up to 4.73, rising from 4.65 last year.
Mercedes-Benz remained the top-ranked automaker by women when purchasing a vehicle, followed by Lincoln, Dodge, Jeep and Chrysler.
And for the increasing number of people choosing to lease instead of own, women shoppers also saw a jump in service in this respect.
When leasing a vehicle, women gave dealerships a WSI score of 4.88, up slightly from 4.80 in 2014.
And it seems sales reps concentrating on leasing are doing something right; according to Women-Drivers.com, 98 percent of women would recommend their sales adviser when leasing a car.
Interestingly, according to the report, women report the average time to buy a car is three hours and twenty minutes — which is significantly more time than the 90-minute mark recent studies suggest dealers should shoot for.
Say a female shopper has purchased a vehicle from your store and brings it back in to be serviced.
Women’s satisfaction in this respect rose considerably. When servicing a vehicle, the WSI rose to 4.57, up significantly from last year’s 4.38.
The top five rated servicing brands by women are all luxury brands: BMW, Volvo, Mercedes-Benz, Porsche and Audi.
Service centers may need to work hard to keep these female customers coming back in, though, as the No. 1 reason women don’t go to the service department at their original dealership is because they weren’t satisfied with their last visit.
Women-drivers.com offered one way to alter this statistic:
The top requested item by women who have to leave their car overnight for service? A car to drive home — a practice normally reserved for luxury brand dealerships.
TrueCar announced this week that it has revamped its dealer certification program in an effort to enhance both dealership sales and the customer experience.
TrueCar Certification Program 2.0 launched as part of the TrueCar Dealer Training System, the company explained, and includes six new interactive videos that take about 30 minutes to complete.
TrueCar Certified Dealers are required to complete the Certification Program as least once every year, and participation is mandatory.
Participating dealers must also meet contractual customer service requirements, the company reported.
“Not every dealer meets the standards to become a TrueCar Certified Dealer,” said Stewart Easterby, TrueCar’s chief operating officer,who said the company “proactively suspends dealers for customer experience or performance reasons.”
It suspended more than 300 dealers last year for quality standard reasons, he added.
TrueCar management also pointed out that according to the company’s data, dealers who completed the previous program had an average 30-percent increase in closing rates.
The company hopes the new updated program will produce even better results.
“TrueCar’s mission is to make car buying simple, fair and fun,” Easterby said. “TrueCar has an obligation to its users, affinity partners, OEM partners and dealer partners to ensure participating dealers are held to the highest standards.”
