Turning vehicle service into sales by wuyunyi


									Volume 109, No. 11                                                                                            June 11, 2012

 Upcoming DealersEdge webinars                              Customers say salespeople their top
	 The	Chicago	Automobile	Trade	Association	has	estab-       source for car-buying decisions
lished	a	partnership	with	DealersEdge	to	provide	high-      	 Contrary	to	a	growing	be-          	 2.	Family/friend/word	of 	
quality	training	and	informational	webinars	that	offer	     lief 	 that	 social	 media	 soon	    mouth	(18.7	percent)	
the content to CATA member dealers at a significantly       will	 replace	 traditional	 auto-    	 3.	Consumer	guides	(18.4	
discounted	rate.                                            motive	 dealerships,	 a	 recent	     percent)	
	 The	rate	for	CATA	members	for	the	weekly	presenta-        study	 found	 that	 the	 dealer-     	 “People	buy	from	people,”	
tions	is	$149,	half 	what	is	charged	to	users	who	do	not	   ship	 salesperson	 still	 is	 the	   said	Chris	Travell	,	vice	presi-
subscribe	to	DealersEdge.	Webinars	premiere	on	a	near-      most influential source of in-       dent	and	strategic	consultant	
weekly	basis.                                               formation	for	car	buyers.	In	        for	 Maritz	 Research.	 “Social	
	 Even	for	dealers	who	hold	an	annual	membership	with	      fact,	salespeople	led	all	other	     media	 can	 certainly	 support	
DealersEdge,	the	new	relationship	with	the	CATA	repre-      choices	—	and	by	the	entry’s	        the	 selling	 effort,	 but	 I	 be-
sents	a	savings	because	DealersEdge	offers	its	Webinars	    greatest margin in five years.       lieve	it	would	be	a	mistake	to	
to	its	own	members	for	$198.	Regular	annual	member-         	 Maritz	 Research’s	 New-           believe	that	social	media	will	
ship	fees	are	$397,	and	normal	webinar	fees	are	$298	for	   Vehicle	 Customer	 Study,	           usurp	it.”	
non-DealersEdge	members.                                    released	 May	 30,	 asked	 cus-      	 Recommendations	 from	
	 Once	purchased,	DealersEdge	webinars	and	ac-              tomers	 what	 sources	 of 	 in-      family	and	friends	and	word	
companying PDF files can be downloaded and viewed           formation	 they	 found	 most	        of 	 mouth	 were	 ranked	 sta-
later—and	repeatedly.	No	matter	how	many	people	watch	      influential in their buying de-      tistically	 higher	 than	 in	 past	
at	your	location,	each	connection	costs	a	CATA	member	      cisions.	The	top	three	sourc-        years,	while	consumer	guides	
just	$149.	A	telephone	connection	is	not	needed;	and	the	   es	in	the	U.S.	constituted	59	       such	 as	 Consumer	 Reports	
fee	includes	both	PowerPoint	slides	and	audio.              percent	of 	all	responses:	          still	remain	the	third	most	in-
	 To	register	for	any	of 	the	DealersEdge	webinars,	go	     	 1.	Salesperson	at	the	deal-        fluential source of informa-
to	www.cata.info.	On	the	tan	bar	across	the	top	of 	the	    ership	(21.9	percent)	                   See SaleSpeople, Page 2
screen,	click	on	Education/Careers	and	follow	the	drop-
down	menu	to	CATA-DealersEdge	webinars.	
	 Coming	topics:
                                                            Turning vehicle service into sales
	 Thursday,	June	14	at	12	p.m.	CDT                          	 The	 cars	 on	 America’s	          her	vehicles	for	more	than	six	
	 “How to Identify and Stop Internal Theft in the           roads	 are	 older	 today	 than	      years	 —	 well	 past	 standard	
Dealership”	Internal	theft	is	even	more	troublesome	in	     ever	 before.	 A	 recent	 study	     warranties	for	most	cars.
a	dealership	than	in	other	businesses	of 	the	same	size.	   by	Polk	found	that	the	aver-         	 But	as	vehicles	grow	old-
Auto dealerships handle a lot of money. Your profit mar-    age	age	of 	registered	cars	in	      er,	 they	 develop	 more	 and	
gins	may	be	narrow,	but	the	volume	of 	funds	that	funnel	   the	 U.S.	 is	 almost	 11	 years	    more	ailments,	and	in	a	down	
                                                            old.	 The	 average	 car	 owner,	     economy,	that	is	driving	con-
                                  See WebinarS, Page 2
                                                            meanwhile,	holds	onto	his	or	                 See Service, Page 4
 2                                                       CATA Bulletin                                                    June 11, 2012

 In Memoriam                                                       NHTSA booklet’s end sought
 	 Edgar	W.	Pigg,	who	for	16	years	operated	Volkswagen	            	 Federal	legislation	introduced	in	the	U.S.	House	of 	Rep-
 Waukegan,	Inc.,	and	who	was	a	founding	member	of 	the	            resentatives	in	May	seeks	repeal	of 	an	obsolete	mandate	that	
 American	International	Automobile	Dealers	Association,	           requires the National Highway Traffic Safety Administration
 died	May	17	at	age	86.                                            to	print	and	distribute	to	all	new-vehicle	dealers	an	insurance	
 	 Mr.	Pigg	served	in	the	Navy	in	World	War	II,	then		             report	on	the	cost	of 	repairing	new	vehicles.
 worked	in	corporate	positions	with	Studebaker	(1950-              	 Under	a	1972	law,	NHTSA	must	send	the	“Relative	Colli-
 1959)	and	Volkswagen	(1959-1969)before	opening	his	               sion	Insurance	Cost	Information”	booklet	each	year	to	more	
 dealership	in	1969.	                                              than	17,500	new-car	dealerships	across	the	country.	Dealers,	
 	 Mr.	Pigg	sold	his	dealership,	which	had	Volkswagen	             in	turn,	are	required	to	provide	the	information	to	their	cus-
 and	Saab	franchises,	in	1985,	then	joined	a	longtime	             tomers	upon	request.
 friend	as	a	commercial	realtor	in	Libertyville.	He	was	a	         	 But	in	a	recent	survey	of 	815	of 	its	members,	the	National	
 former	member	of 	the	Lake	Bluff 	Police	Commission	              Automobile	 Dealers	 Association	 found	 that	 96	 percent	 of 	
 and	past	president	of 	the	Lake	County	Chamber	of 	Com-           dealers	reported	that	none	of 	their	customers	had	ever	asked	
 merce.	Mr.	Pigg	also	was	involved	in	the	Lake	County	             to	see	the	booklet.
 Chaplaincy	Program,	the	Ralph	Smith	Foundation,	and	              	 “The	reality	in	dealer	showrooms	needs	to	be	recognized,”	
 many	aspects	of 	the	Methodist	Church.	                           said	 NADA	 President	 Phil	 Brady.	 “This	 government	 man-
 	 Survivors	include	his	wife	of 	58	years,	Henrietta;	            date	should	be	eliminated.”
 daughter	Katherine;	sons	Edgar	Jr.	and	David;	and	six	            	 Under	H.R.	5648,	NHTSA	still	could	make	insurance	loss	
 grandchildren.	Memorial	contributions	appreciated	to	             data	 available	 online	 if 	 consumers	 in	 the	 market	 for	 a	 new	
 Grace	United	Methodist	Church	in	Lake	Bluff,	(847)	234-           vehicle find it useful.
 9163	or	www.graceumclakebluff.org.                                	 The	 NADA	 is	 urging	 dealers	 to	 help	 build	 support	 for	
                                                                   H.R.	 5648,	 the	 Owens-Harper	 Obsolete	 Mandate	 bill,	 by	
Webinars                                                           asking	their	U.S.	representatives	to	cosponsor	the	legislation.	
                                                                   The representatives’ offices can be reached through the Capi-
Continued from Page 1
                                                                   tol	Switchboard	at	(202)	225-3121.
through	the	typical	car	dealership	offer	up	an	attractive	
                                                                   	 The	federal	government	reportedly	has	spent	hundreds	of 	
target	for	otherwise	valuable	and	thought-to-be	trusted	em-
                                                                   thousands	of 	dollars	since	1991	to	print	and	mail	the	booklet	
ployees.	Dealers	are	almost	always	surprised	when	what	was	
                                                                   annually	to	all	U.S.	new-car	dealers.
thought	to	be	a	trusted	employee	is	discovered	with	their	
hands	in	the	till.	Simple	diligence	and	control	systems	have	
proven	to	be	very	effective	in	keeping	these	opportunities	        Salespeople
to	a	minimum.	Accountants	from	Crowe	Horwath	reveal	               Continued from Page 1
easy-to-install	observation	and	control	systems	to	keep	your	      tion.	
profits safe from dishonest employees.                             	 “What	our	family	and	friends	say	or	recommend	to	us	is	
	 Thursday,	June	21	at	12	p.m.	CDT                                 important,”	Travell	said.	“Every	manufacturer	needs	to	have	
	 “How to Fine-Tune the New-Vehicle Department                     a well-defined social media strategy. However, we still need to
to Spot Weaknesses and Supercharge Results”	How	                   remember	the	importance	of 	human	interaction	in	buying	a	
would	a	knowledgeable	“outsider”	measure	and	analyze	this	         car.”
key profit center? Sometimes we are just too close to our
own	businesses	to	get	a	clear	picture	of 	just	what	is	going	
right	and	where	we	are	totally	off 	track.	But	outside	con-                      The CATA Bulletin is produced by the
sultants take a different approach, and one that can benefit                    Chicago Automobile Trade Association
you.	They	follow	a	process	of 	investigation	and	observation	            18W200 Butterfield Rd. Oakbrook Terrace, IL 60181-4810
that	will	lead	them	to	what	are	often	obvious	problems	that	           The CATA Bulletin is distributed via blast e-mail every other Friday
require	addressing.	Brooke	Samples	leads	the	webinar	that	          except during the Chicago Auto Show, when it is not produced.
outlines	just	what	she	looks	for	as	she	dissects	a	dealership’s	       Listings of items for sale are subject to the approval of the CATA.
                                                                    Candidates for employment must submit a full resume to the Editor.
new-vehicle department. What financial indicators does she             Review past editions dating to 1998 or search by subject at
focus on? How does she take the financials and use this             www.cata.info.
information to pinpoint potential problem areas? And what
                                                                    David E. Sloan              President, Publisher
observations	does	she	employ	to	help	her	narrow	down	her	           Erik K. Higgins             Editor, Director of Dealer Affairs
search for a more efficient sales process and greater profits.
 June 11, 2012                                                CATA Bulletin                                                                3

The struggle for automakers to solve car ‘obesity’ problem
	 Americans	 have	 a	 weight	 problem,	          mpg	on	the	highway)	of 	as	much	as	sev-         bon fiber.
with	more	than	a	third	of 	us	estimated	         eral	mpg	better	than	the	so-called	Eco	         	 The	super-strong,	ultra-light	material	
to	fall	into	the	obese	category.	But	it’s	a	     versions	 of 	 competitors,	 and	 without	      has	long	been	used	in	race	cars	and	ex-
problem	automakers	are	struggling	with	          the	added	price	premium.                        otic	automobiles,	such	as	the	$1	million	
too.	 Over	 the	 last	 several	 decades,	 the	   	 “Cutting	 mass	 was	 a	 major	 factor	        McLaren	F1	supercar	of 	a	decade	back.	
typical	automobile	has	added	hundreds	           in	 getting	 there,”	 along	 with	 improved	    But	it	is	a	major	challenge	to	produce,	
of 	pounds,	according	to	industry	data,	         aerodynamics and powertrain refine-             requiring	extensive	labor	that	has	priced	
as	it	has	grown	longer	and	added	more	           ments,	 said	 John	 Curl,	 Nissan	 North	       it	out	of 	use	by	all	but	the	most	expen-
comfort,	 safety	 and	 convenience	 fea-         America’s	 senior	 product	 planner	 for	       sive	 automobiles.	 But	 that	 may	 soon	
tures.                                           the	Altima	project.                             change.
	 Engineers	 are	 now	 struggling	 with	             It’s hard to find a manufacturer that       	 The	original	McLaren	F1	used	a	car-
how to cut all that added car flab. There        isn’t	 putting	 a	 premium	 on	 cutting	        bon fiber “tub” that took 3,000 man
are	a	variety	of 	reasons	why,	but	the	big-      weight.	Before	retiring	earlier	this	year,	     hours	 to	 produce.	 On	 the	 next-gen-
gest	factor	is	fuel	economy.	The	indus-          Ford	product	chief 	Derrick	Kuzak	laid	         eration	 Mercedes-McLaren	 SLR	 it	 still	
try’s	general	rule	of 	thumb	is	that	100	        out	a	goal	of 	trimming	as	much	as	750	         took	400.	With	McLaren’s	newest	street	
pounds	 equals	 one	 mile	 a	 gallon.	 And	      pounds	off 	the	weight	of 	Ford’s	mod-          car,	the	MP4-12C,	“believe	it	or	not,	we	
with	automakers	facing	tough	new	fuel	           els.                                            got	it	down	to	four	hours	on	this	car,”	
economy	 standards	 in	 2016	 and	 even	         	 But	 the	 process,	 which	 industry	 in-      boasts	 chief 	 designer	 Frank	 Stephen-
more	 stringent	 mandates	 for	 2025,	 it’s	     siders	 have	 dubbed	 “lightweighting,”	        son.
becoming	critical	to	end	the	auto	obe-           isn’t	as	simple	as	it	might	seem	—	espe-        	 That	 model	 is	 still	 beyond	 the	
sity	epidemic.	                                  cially	in	the	United	States,	where	people	      reach	of 	the	typical	motorist,	at	nearly	
	 The	 new	 Cadillac	 XTS	 underwent	            equate	size	with	luxury.	                       $300,000. But carbon fiber will account
the	 automotive	 equivalent	 of 	 liposuc-       	 The	 rule	 of 	 the	 automotive	 busi-        for	 44	 percent	 of 	 the	 material	 used	 in	
tion.	Though	a	full	foot	longer	than	the	        ness	is	that	with	every	new	model-year,	        Chrysler’s	reborn	Viper	sports	car,	at	a	
compact	 Caddy	 CTS,	 the	 2013	 Caddy	          “consumers	 expect	 more	 features	 and	        quarter	the	price.	And	BMW	believes	it	
sedan	 weighs	 about	 100	 pounds	 less,	        more	and	more	safety	equipment,”	said	          could	soon	bring	the	cost	of 	the	mate-
thanks	 to	 some	 creative	 engineering	         General	Motors	designer	Bob	Boniface.	          rial	down	enough	to	use	in	models	like	
that	includes	the	use	of 	new,	ultra-high-       Even	 that	 little	 CD	 changer	 built	 into	   the	 $40,000	 3-Series.	 It	 will	 make	 ex-
strength	steel	alloys.                           the	dash	adds	5	pounds	of 	mass,	Boni-          tensive use of carbon fiber in its new
	 Porsche	 was	 able	 to	 slash	 nearly	 as	     face	said.                                      BMW	i3	and	i8	battery	cars	because	the	
much	weight	off 	the	new,	seventh-gen-           	 Federal	 regulations	 further	 compli-        lower	weight	will	allow	greater	range.
eration	911	sports	car	through	similarly	        cate	 the	 situation.	 Take	 the	 new	 roof 	   	 The	good	news	is	that	even	the	new-
creative	 engineering	 and	 the	 introduc-       crush	 safety	 standard	 that	 went	 into	      est	steel	alloys	are	getting	both	stronger	
tion of aluminum and even carbon fi-             effect	 last	 year,	 effectively	 requiring	    and	lighter,	helping	to	meet	new	safety	
ber.	The	2013	Boxster	is	expected	to	see	        manufacturers	to	more	than	double	the	          mandates	while	also	reducing	mass.
similar	mass	reductions.                         ability	of 	a	vehicle	to	survive	a	rollover.	   	 But	analyst	Hall	is	skeptical	that	mak-
	 And	 though	 it’s	 slightly	 larger	 than	     	 “You’ve	 got	 tough	 new	 safety	 stan-       ers	can	pull	several	hundred	pounds	off 	
the	old	model,	the	new	Nissan	Altima	is	         dards	that	add	weight	at	same	time	you	         the	typical	car,	never	mind	750,	because	
79	pounds	lighter	than	the	outgoing	se-          have	stringent	new	mileage	standards,”	         of 	both	federal	rules	and	consumer	de-
dan.	The	process	wasn’t	easy,	company	           complains	 analyst	 Jim	 Hall.	 “At	 some	      mand.	
engineers	stress,	and	required	an	inten-         point,	 somebody’s	 going	 to	 have	 to	        	 “The	best	makers	will	be	able	to	do,”	
sive	focus	on	literally	every	element	of 	       blink.”                                         Hall	contends,	“is	manage	the	bloat.”
the	new	Altima’s	design,	down	to	the	re-         	 Perhaps,	but	Boniface	and	other	in-           	 Designers	 like	 McLaren’s	 Stephen-
engineered	continuously-variable	trans-          dustry	leaders	don’t	expect	to	see	regula-      son	 and	 GM’s	 Boniface	 are	 more	 up-
mission.	The	new	model	also	switched	            tors	back	off 	anytime	soon.	Instead,	the	      beat,	though	they	admit	it’s	a	challenge	
to	lighter	aluminum	for	its	trunk,	roof 	        pressure	is	on	for	the	industry	to	come	        to	 deal	 with	 automotive	 obesity,	 much	
and	hood.                                        up	 with	 alternative	 solutions,	 whether	     like	it	is	for	the	mere	mortal	motorists	
   Nissan will achieve a significant pay-        through	creative	engineering	or	the	use	        who	 will	 have	 to	 squeeze	 inside	 their	
off 	(the	base	2013	Altima	is	rated	at	38	       of 	breakthrough	materials,	such	as	car-        new	automobiles.
 4                                                             CATA Bulletin                                                  June 11, 2012

Service                              most	 car	 owners	 prefer	 in-        prepared with specific infor-         him	 or	 her	 to	 try	 out	 a	 ve-
                                     dependent	 shops	 over	 deal-         mation	 and	 pitches	 before	         hicle	 that	 makes	 sense	 as	 a	
Continued from Page 1                erships	 for	 their	 repair	 and	     the	vehicle	even	arrives	at	the	      next	new	car.	The	most	ob-
sumers	to	be	more	proactive	         maintenance	work,	primarily	          shop.	 If 	 an	 advisor	 knows	       vious	 options	 are	 to	 offer	
in	how	they	service	their	ve-        because	 of 	 cost	 concerns;	        that	 an	 incoming	 customer	         the	same	vehicle	in	the	most	
hicles.	                             dealerships	are	more	likely	to	       has	 just	 six	 months	 left	 on	     recent	 model	 year	 or	 even	 a	
	 The	 Wall	 Street	 Journal	        use	 factory	 parts	 than	 after-     a	 current	 lease,	 for	 instance,	   similar	 vehicle	 in	 a	 slightly	
reports	 that	 searches	 on	         market	parts.                         then	 the	 customer	 might	 be	       higher	class.	But	if 	the	driver	
Google	 for	 terms	 such	 as	        	 That’s	 where	 service	 dis-        interested	 in	 some	 of 	 the	       pulls	 up	 a	 sedan	 with	 child	
“auto	 repair	 how	 to”	 and	        counts	 can	 be	 helpful.	 	 Ads	     current	“pull-ahead”	promo-           seats	 and	 toys	 clogging	 up	
“how	to	change	spark	plugs”	         or	 online	 specials	 for	 oil	       tions	that	are	available.             the	back	seat,	this	could	be	a	
have surged since the finan-         changes,	tire	rotations,	brake	       	 Who needs a new car?                good	time	to	get	him	or	her	
cial	 crisis	 hit	 in	 September	    inspections	and	general	tune-         	 It	 might	 be	 tempting	 to	        to	 consider	 the	 space	 and	
2008.	 Of 	 course,	 there	 still	   ups	all	are	good	ideas	to	en-         try	 to	 convert	 as	 many	 ser-      convenience	 of 	 an	 SUV	 or	
are many fixes that most car         tice	drivers	for	service,	even	       vice	 customers	 as	 possible	        minivan.
owners	 simply	 cannot	 per-         when	 their	 vehicles	 are	 run-      into	new-car	buyers.	But	not	         	 Loyalty rewards
form	on	their	own.	                  ning	smoothly.	Franchise	loy-         every	visit	to	the	service	bay	       	 Many	 customers	 are	 un-
	 According	 to	 Edmunds.            alty	 discounts	 also	 can	 keep	     is	an	invite	to	bull	rush	driv-       aware	 of 	 the	 loyalty	 pro-
com’s	 internal	 monthly	 sta-       customers	 from	 choosing	            ers	 into	 buying	 a	 new	 car.	      grams	and	incentives	that	are	
tistics,	 visits	 to	 Edmunds’s	     not	 only	 local	 independent	        Customers	 are	 easily	 turned	       available	 at	 most	 franchise	
repair	shop	pages	have	grown	        shops,	 but	 also	 competing	         off 	by	overly	aggressive	tac-        dealerships,	 so	 it’s	 a	 good	
almost	 six	 times	 faster	 than	    dealerships	in	the	area.              tics	that	try	to	get	them	into	       practice	 to	 make	 sure	 they	
the	 growth	 of 	 visits	 to	 the	   	 Early bird gets worm                a	new	vehicle	when	they	just	         know	 that	 these	 programs	
its	 homepage	 since	 January.	      	 Many	customers	take	their	          aren’t	 ready,	 and	 that	 sort	      exist	during	their	service	vis-
And	 reports	 by	 Edmunds.           cars	 in	 for	 services	 early	 in	   of 	 behavior	 can	 damage	 a	        its.	And	while	car	buyers	will	
com’s	 participating	 dealers	       the	morning,	and	that	creates	        dealer’s	 reputation	 through	        decide	whether	to	stick	with	a	
show	 more	 service	 inquiries	      lines	of 	drivers	with	time	to	       reviews	and	word	of 	mouth.	          brand	for	many	reasons	(not	
and	 engagement	 on	 Dealer	         kill.	 Smart	 service	 advisors	      	 But	 there	 are	 two	 situa-        the	least	of 	which	is	the	qual-
Service	 Reviews	 than	 ever	        and	salesmen	can	work	these	          tions	when	it	may	well	be	in	         ity	of 	customer	service	over	
before.                              early-morning	lines	to	engage	        the	 consumer’s	 best	 interest	      the	life	of 	their	car),	it	never	
    The influx of vehicle re-        drivers	and	learn	about	how	          to	trade	up	for	a	new	car:            hurts	for	them	to	know	that	
pairs	 presents	 dealers	 with	      long	they’ve	owned	their	ve-          	 1)	The	current	vehicle	has	         a	 little	 extra	 cash	 incentive	
more	 opportunities	 to	 en-         hicles	and	some	of 	the	issues	       a	relatively	high	market	value	       awaits	them.
gage	 car	 owners	 in	 their	 lo-    and	problems	they	might	be	           on	the	used-car	market	and,	          	 Extended warranties
cal	 communities.	 Edmunds.          having	with	those	cars.	              in	 turn,	 could	 likely	 com-        	 Everyone	knows	that	bet-
com identifies some tips and         	 This	gives	dealerships	the	         mand	 a	 higher	 appraisal	 at	       ter	health	habits,	advances	in	
best	 practices	 for	 dealers	 to	   opportunity	 to	 inform	 driv-        trade-in.                             technology	and	better	health	
build	 and	 maintain	 connec-        ers	 about	 extended	 warran-         	 2)	The	current	vehicle	has	         insurance	 all	 contribute	 to	
tions	 with	 their	 customers,	      ty	 programs	 (more	 on	 that	        been	 diagnosed	 with	 major	         people	 living	 longer.	 But	 do	
and	improve	their	chances	to	        later),	 parts	 discounts,	 and	      repair	 needs	 that	 approach	        they	 know	 that	 those	 same	
turn	services	into	sales.	           trade-in	valuations.                  or	exceed	its	market	value.           principles hold true for cars?
	 Get ’em to the garage              	 Get good intel                      	 Service	 advisors	 can	             	 Factory	 and	 aftermar-
    The first step to building       	 Service	 advisors	 can	 get	        quickly	 and	 easily	 show	 car	      ket	 extended	 warranties	 can	
and	 reinforcing	the	relation-       a	 jump	 on	 car	 owners	 with	       owners	 how	 much	 their	 ve-         stretch	major	repair	coverage	
ship	with	customers	is	secur-        scheduled	 maintenance	 ap-           hicles	are	worth	through	on-          in	 vehicles	 for	 many	 more	
ing	 that	 all-important	 face	      pointments	 by	 doing	 their	         line	car-appraisal	tools.		           miles	and	years	than	ever	be-
time.	 That	 requires	 drawing	      research	ahead	of 	time.	Ad-          	 Loan ’em a keeper                   fore.	
them	to	your	service	shop	in	        visors	 can	 access	 customer	        	 If 	 a	 customer	 is	 bringing	     	 Dealers	 should	 explore	
the first place.                     and	 vehicle	 history	 and	 un-       in	 a	 vehicle	 for	 lengthy	 re-     these	options	with	their	ser-
	 A	 recent	 survey	 by	 Con-        derstand	the	issues	ahead	of 	        pairs,	 then	 offering	 a	 loaner	    vice	customers	to	win	—	and	
sumer	 Reports	 found	 that	         time.		That	allows	them	to	be	        is	a	great	opportunity	to	get	        keep	—	their	business.

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