GNYADA March 2015 Newsletter

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To read these stories and get the latest news online, visit the GNYADA website at www.gnyada.com

For Dealer Principals / General Managers / Sales Managers The Newsletter A Publication of Greater New York Automobile Dealers Association

MARCH 2015 Volume 25, Issue 2

Automakers Choose New York to Debut 60+ New Vehicles 1

HIGHLIGHTS

Texting Customers Can Be Risky for Dealers page 3 Court Upholds Revocation of Inspection Licenses page 4 License Plate Laws page 6 GNYADA #1 Metro Dealer Assn in DEAC Contributions page 9 Morale and Training page 10 The Newsletter is published by GNYADA, a not-for-profit organization representing franchised automobile dealers in the New York metro area. 18-10 Whitestone Expressway Whitestone, New York 11357

Nissan’s all-new Maxima is one of 60+ debuts expected in NYC

New Poster Art Debuts: Excite Your Customers about the Show With a major advertising blitz planned, you will soon see the Show poster on bill- boards, subway trains, the LIRR, Metro North, online, and in print. This year’s eye- catching Show poster artwork stands as a reminder that the automobile is an integral part of New York. The art captures the excitement of the Auto Show with iconic buildings of New York City shown as the vehicle’s reflection. The 2015 New York International Automobile Show posters will be mailed to dealerships shortly. They will help connect your dealership to the Show for your cus- tomers. Please display the posters promi- nently in your showrooms and service areas. (continued on page 2)

With just weeks to go before New York’s largest ticketed consumer event opens its doors to the public, the 115 th New York International Automobile Show is set up for an impressive lineup of press confer- ences, vehicle debuts, parties, and events to celebrate and promote the industry’s latest new cars and trucks. Each year, the Show adds to the excitement of new car unveil- ings with a wide range of industry events that attract automobile executives and members of the media from every corner of the globe. This year, events such as the Show’s NADA/J.D. Power/NYIAS Automotive Forum, World Car of the Year Awards, and Nielsen Advertising Awards programs will share the stage with some 60 new vehicles that automakers will be revealing during two full days of press conferences.

Dealer Hotline 718.746.5900

www.gnyada.com

The Newsletter • March 2015 1

Automakers Choose New York to Debut 60+ New Vehicles

DEALER PREVIEW IS HOSTED BY:

(continued from cover)

Dealership Customer Loyalty Promotion: Auto Show Tickets Included in this Newsletter is a form for dealers to purchase advance VIP Auto Show tickets to present to spe- cial customers and vendors in the weeks leading up to the Show. These tickets are discounted for dealers and the more you buy, the more you save! The VIP tickets are valid during the public dates only (April 3-12) and are an excellent way to thank loyal customers. GNYADA Dealer Preview This year’s invitation-only VIP Dealer Preview Reception event will take place on Thursday, April 2, and is one of the “must-attend” events on the calendar. Invitations will be mailed to dealerships in the coming

weeks. Join us for an evening of food, entertainment, and catching up with old friends in the industry. The Dealer Preview attracts hundreds of dealer principals and general man- agers from all over the Tri-State Area who come to view the Show before it opens to the public. Guests will obtain unlimited access to the show floor—without the crowds and lines—for a unique opportunity to see hundreds of the latest new vehicles, innovative concepts, and exciting dis- plays from the world’s automakers. The VIP Dealer Preview Reception will kick off the evening from 5pm- 7pm. The Show floor will be open to guests from 5pm-10pm. Email jilian @gnyada.com or call 718.746.5900 for more details.

TITLE SPONSOR

SPONSORS

NY Auto Show Again Hosts the Automotive Forum Featured Speaker Warren Buffett 2

influence the future. Speakers will include such industry influencers as Nariman Behravesh, Chief Economist for IHS, Tom Doll, President and CEO of Subaru of North America, and other industry leaders. Registration costs $595 and can be completed at www.jdpower.com/ events/2015-automotive-forum-ny or contact Stephanie Haina at stephanie.haina@jdpa.com for more information.

The New York Auto Show has once again joined forces with J.D. Power and NADA to go beyond the head- lines and explore how recent develop- ments will impact all aspects of the auto industry in the year ahead. This year’s Automotive Forum at the Grand Hyatt Hotel in Manhattan on Tuesday, March 31, will offer a mix- ture of top-echelon speakers—one of whom is Warren Buffett—and several panel discussions featuring perspec- tives on how events of the past will

2015 Automotive Forum March 31, 2015 Grand Hyatt Hotel, New York, NY

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015

Carl Heastie Elected New Speaker of NY State Assembly

about additional services that vehicle needs or making special offers is con- sidered telemarketing, which requires prior express written consent. Potential Damages Damages range from $500 to $1,500 per texting violation, which can be asserted in a class action without a cap on liability. A large automotive dealer group recently settled a claim for $2.5 million—the lawsuit contended it did not have prior written consents for text messaging. The settlement consisted of a $175 fine for each text, increasing to $500 if the customer had opted out, $10,000 to the named plaintiff, and $600,000 for the plaintiff’s attorney’s fees. For the first time in 21 years, a new Speaker of the Assembly is responsi- ble for appointing new Committee Chairs. Mr. Heastie’s key appoint- ments include Joe Morelle of Rochester as Majority Leader, David Gantt of Rochester as Transportation Committee Chairman, and Jeffrey Dinowitz of the Bronx as Consumer Affairs & Protection Committee Chairman. Many of the bills in the Assembly that affect dealers are referred to the Transportation and Consumer Affairs Committees for consideration. GNYADA is already tracking several bills in progress and is looking for- ward to working with the new Speaker and Committee Chairs.

Bronx Assemblyman Carl Heastie was elected as Speaker on February 3. He takes over following Sheldon Silver’s resignation after Silver’s arrest by federal authorities on cor- ruption charges. Mr. Heastie first entered the State Assembly after the 2000 election. His legislative record includes sup- port for GNYADA’s most recent effort to amend the Motor Vehicle Franchise Act. He makes history by being the first African-American to be elected Speaker. His district includes several North Bronx neighborhoods.

Mark Schienberg with Assemblyman Carl Heastie during his visit to GNYADA’s Education Center

4 Texting Customers Can Be Risky for Dealers By Randy Henrick

Best Practices Communicate via text with your customer only to the number the customer authorized and only to pro- vide information, not to sell or pro- mote special offers. Use a standard smart phone to text one by one (to avoid autodialing/telemarketing) and you should be safe. Avoid using a PC or a phone that can autodial multiple numbers and don’t use a prerecorded message. You could be liable for violating the FCC rule. Randy Henrick is Associate General Counsel and lead Compliance Counsel for Dealertrack Technologies, Inc. This article is intended for information purposes only and does not constitute the giving of legal or compliance advice. The information provided herein should not be acted upon without specific legal advice based on your particular situations from a knowledgeable attorney.

As your customers become comfort- able communicating with you via text messaging, dealers may be tempted to use texting to market and advertise products and services. But texting is considered a form of telemarketing and the rules on obtain- ing consents for selling via texting have changed dramatically over the past few years. Nowadays, you must go above and beyond such things as verbal consent and having an “established business relationship.” Potential Trouble If a customer brings his or her car in for service and asks to be texted when the job is complete and the car is ready for pickup, that’s a transaction call, meaning the consumer just giv- ing a cell number with the repair order is sufficient. However, texting

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015 3

5 Court Upholds Revocation of Inspection Licenses

Dealers are advised to establish and distribute a written policy prohibiting any unlawful activity in connection with inspections. State regulations specify that, among other things, cer- tified inspectors shall not : Leave his or her certificate unattended; or Use any other inspector's certificate; or Allow his or her certificate to be used by any other person. This item is intended as information only; for specific advice, contact your attorney. This article was provided by Stuart A. Rosenthal, Esq. n n n

upheld all of the DMV’s findings, cit- ing the importance of protecting the integrity of the inspection process. The hearing officer was not persuad- ed that the phony inspections were unauthorized, stating that the “alleged lack of awareness of the miscon- duct…does not relieve [the licensed inspector or the inspection station] of the responsibility for inspection activ- ities conducted at the facility.” In addition to the license revocations, the judge upheld a fine of $350 per violation against both the inspection station and the licensed inspector. The maximum fine could have been $1,000 per violation.

A State Supreme Court Judge has upheld the revocation of both the inspection station license and the inspector’s license of a local repair shop that was used in 17 fraudulent emissions inspections (“clean scans”). The Bronx repair shop and the inspector were also indicted and each fined $5,950 for the fraudulent inspections. The licensed inspector (who was also the owner of the repair shop) claimed another employee used his certificate to conduct the phony inspections. A DMV hearing officer found the inspection station liable for the fraud- ulent inspections and the Court The New York Department of Motor Vehicles (Vehicle & Traffic Law §415) requires dealerships to have a current original Surety Bond on file with the DMV at all times. Failure to comply will result in the suspension of your dealer license. Surety Bonds are renewed every two years, but can be cancelled within 60 days for nonpayment of premium. How much is a Surety Bond? GNYADA has secured a premium with an A+ rated company for new car bonds at just $300 for two years. Unlike other companies, no financials or credit checks are required. Every dealership pays the same rate, unlike other bond issuers who rate each bond application according to individual case risk (including your financial credentials and credit score) and charge the premium accordingly. We have heard of dealers paying near- ly $1,000 for dealership bonds with

6 About Those Surety Bonds

Flat rate pricing No application on renewal Automatic renewal

other companies, depending on the bond amount, whether the bonds are rolled into other insurance packages, and financing options.

In addition to new car Surety Bonds, GNYADA can assist with other bond needs. Whether you need a bond for your utility company, street permits, second-hand dealer license, or even for games of chance—we’re here to help! Contact Jennifer at the Association with any questions at

Why should I choose a Surety Bond with GNYADA?

Simple application for new bonds No financial statements required Fast turnaround; bonds can be obtained within 24 hours Riders to amend name and/or address at no additional charge No credit bureau checks

718.746.5900, x235, or jennifer@gnyada.com .

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015

7 NADA Issues New Compliance Guide on Federal Advertising Rules

Regulatory Counsel. “It’s essential that dealers consult with their legal counsel to determine – and to ensure that their advertisements are consis- tent with – the full scope of their advertising responsibilities.” The guide is part of NADA's Management Series, Driven . It is available at www.nada.org . Dealer Advertising Seminar: New Federal & State Compliance Mandates APRIL 21, 2015 Speakers: Randy Henrick Associate General Counsel, Dealertrack Stuart Rosenthal, Esq. Email phyllisa@gnyada.com to register. Conducting periodic reviews of dealership policies (including the CSI interference prohibition) with employees; Performing periodic self-audits of deal jackets and other relevant material to identify any suspicious behavior; and Following through with stated con- sequences for CSI tampering, including termination of employees participating in this activity. Please contact Susan Bieber at the Association to discuss Franchise Law issues at 718.746.5900, or susan@gnayda.com .

The National Automobile Dealers Association (NADA) issued a new publication at their annual convention that will assist new car dealers in complying with federal advertising requirements on the sale, financing, and leasing of automotive products and services. The NADA guide provides examples of “bad” and “good” ads as well as chapters on 41 different federal advertising topics, such as the use of discount claims, e-mail advertising, green marketing claims, Internet advertising, satisfaction guarantees, and trigger terms. “The guide is user friendly and is a valuable resource for the entire auto industry,” said immediate past NADA Chairman Forrest McConnell. “We are encouraging dealers to provide A Dealer Guide to Federal Advertising Requirements Subaru of America is claiming that one of its dealers forged more than 200 customer satisfaction surveys to improve its CSI score and avoid termination. Subaru alleges that dealership employees completed customer satis- faction surveys during their lunch breaks, using information obtained from customer files that did not con- tain valid email addresses. Subaru became aware that something was amiss when they discovered that hun- dreds of completed surveys came from the same IP address. 8

the publication to their advertising agencies, manufacturers, finance companies, and others involved in advertising operations.” The release of the guide coincides with recent intense scrutiny by the Federal Trade Commission of dealer compliance with federal advertising standards. Since 2012, the FTC has initiated five separate rounds of advertising enforcement actions against 18 dealers in 12 states for multiple advertising violations, including actions against three dealers that the FTC announced last December. “The guide does not address addition- al advertising requirements that may be imposed at the state or local level, which vary considerably and need to be fully addressed when dealer ads are reviewed for legal compliance,” said Paul Metrey, NADA Chief email addresses when a vehicle is purchased or brought in for service. These are then shared with Subaru, which uses them to send service reminders and other related materials. Avoid CSI Tampering Customer satisfaction survey interfer- ence may be considered fraud under a Dealer Agreement and could subject the dealership to termination. Dealers must ensure that no such activity occurs at their dealership. Steps to prevent CSI tampering include: Maintaining a written policy signed by all employees that prohibits CSI tampering; n

Save the Date

Manufacturer Sues Dealership Over Customer Satisfaction Surveys

Dealers are expected to collect valid

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015 5

9 Add This to Your Bookmarks

If the lien has been perfected in the correct lien holder’s name Whether the registration has been processed Checking the date a duplicate title was issued Have all electronic liens been removed? If so, a “00” will be listed next to number of liens. If a trade-in is going to be sold and registered in NY, the online screen showing 00 liens can be printed and used in place of an MV-901 The date the title is mailed— generally the first business day after the issuance date shown on the screen For more information about DMV processing, contact Jean Marie Rugg at 718.747.0400 or jeanmarie@gnyada.com . n n n n n n

On New York State’s DMV website, there’s a link called “Check the Status of a Title Certificate or a Lien” ( http://dmv.ny.gov/registration/check- title-or-lien-status ). This is one of the most helpful tools you can add to your favorites menu in your browser. When taking in a vehicle for trade, you need to know certain facts about its history.

Old Westbury Golf & Country Club

SAVE THE DATE: June 15, 2015 376 2965

GNYADAGolf logo large format

Here are the top 10 things you can use this link for:

Making sure the vehicle is titled in New York Finding out if there’s a lien on the vehicle (even if the customer says it was paid off) When the latest title was issued (the last title supersedes all others) Whether a title has been issued or is pending

Registration now open. Many sponsorship opportunities available. Contact Jennifer for more information: 718.746.5900, ext. 235, or jennifer@gnyada.com

License Plate Laws

Here are the top three areas of con- cern, along with dealer best practices, regarding license plates. Glass or Plastic Coverings The Vehicle and Traffic Law states that license plates must be kept clean and easily readable and cannot be covered by glass or plastic material that distorts recorded or photographic images of the plates. Dealers should not offer to coat or cover license plates with any glass, plastic, synthetic, or artificial material. Providing such covers is considered concealing or obscuring the part of the plate. Front Plates New York law requires a set of dis- tinctive number plates—“conspicu- ously displayed, one on the front and

one on the rear of such vehicle.” Dealers should follow the law and attach both a front and rear license plate. License Plate Frames It is illegal to cover plates in a man- ner that obscures the letters, numbers, or other markings. Dealers should examine their plate frames to ensure that any words, numbers, or letters on the license plate are not blocked or obstructed by the frame. Check with

Incorrect

your supplier to make sure you receive compliant plate frames.

Correct

Customers may ask you for reim- bursement if they receive a ticket or fine, which can range from $25 to $200.

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015

11 Which Life Insurance Plan Makes Sense

employee for a salary continuation plan. To indemnify a business for the loss of a key employee. GNYADA Insurance Brokerage is now offering both Individual and Group Life Insurance. Employer- sponsored Life Insurance also offers an advantage since insurance carriers will normally offer a certain amount of Guaranteed Issue, which is attrac- tive for any employee who has a health concern and might be turned down for an individual policy. The GNYADA Insurance Brokerage can help you determine which Life Insurance Program is right for you or your business. You can reach Michael W. Conway at 718.746.8100 or mconway@gnyada.com to help you select the proper Life Insurance Plan for your business. n

Life insurance can fill the needs of both an individual and a business. But with so many different types out there, it’s easy to get confused. Here is a rundown of the various types of life insurance you can offer employ- ees or buy to bolster your business. Term Insurance —provides coverage at a fixed rate of payments for a limit- ed period of time. There is no cash value and is often referred to as tem- porary insurance. Whole Life Insurance —is guaran- teed to remain in force for the insured’s entire lifetime. Premiums are fixed, based on the age of the applicant at the time the policy is issued, and usually does not increase with age. There is also a cash value component to this insurance. Universal Life Insurance —pays interest on the premiums that are paid

into the policy account and from which expenses are also deducted. There is also a cash value component to this insurance. Variable Life Insurance —allows the policyholder to invest their premiums in separate accounts similar to mutual funds and from which expenses are also deducted. Again, there is a cash value component to this insurance. A few of the uses of Life Insurance for Individuals are: To provide income for dependent family members To provide cash for education purposes To pay estate taxes n n n A few of the uses of Life Insurance for Businesses are: To provide funds for a business continuation such as a Buy-Sell To provide funds for a key n n

Is Your Eye Wash Station up to OSHA Snuff?

Is your eye wash station being used for additional storage space, as a fish tank, or anything other than an eye wash station? OSHA requires that an eye wash station be avail- able whenever employees may come into contact with corrosive chemicals or irritants. Dealership repair shops must follow OSHA requirements for eye wash stations. Eye wash station requirements include: Heads All eye wash stations must provide 0.4 gallons per minute (GPM) for a minimum of 15 minutes. Valves Activate in one second or less and stay-open valve (leaving hands free). Installation Eye wash station must be located in an area that requires no more than 10 seconds to get to and no n n n

more than 55 feet away from work area. The location of the eye wash station shall be in a well- lit area and identified with a sign. Maintenance and Training A plumbed eye wash station must be activated weekly to verify proper operation. Gravity-fed units must be maintained according to the manufacturer's instructions. Inspections must be performed monthly and must include flushing to remove any potential rust. Self-contained units must have a sealed tank and the solution must be replaced every 90 days. Eye wash stations must be kept unobstructed and clean. If your dealership maintains a detail shop that is 55 feet or more from the nearest eye wash station, you must install and maintain an additional eye wash station in the detail area. n n n n n n n

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015 7

Student Show Their Skills at NY Auto Tech Competition 13

The New York Automotive Technology Competition rep- resents a unique coalition of franchised new car dealers, auto manufacturers, and educators who work together to ensure students will be ready for careers in the auto industry. The competition is designed to test the skills of students. For 24 years, the Greater New York Automobile Dealers Association has sponsored the New York Automotive Technology Competitions to educate the next generation of automotive technicians and embrace new technologies in today’s vehicles.

Dealers who participated by helping prepare the teams for the NY Finals:

GNYADA President Mark Schienberg hands over the big check to NY Auto Tech winners Nicholas Maurer and Richard Wierzbicki- McMickle from Orange-Ulster BOCES.

Buzz Chew Chevrolet-Cadillac, Inc. Healey Chevrolet Huntington Jeep Lexus of Queens Lexus of Massapequa Koeppel Mazda Manfredi Auto Mall Palisades Mazda Penn Toyota Smithtown Toyota Teddy Nissan Westchester Subaru n n n n n n n n n n n n

Of the 35 teams, 12 qualified to move on to the next stage of the competition, the New York Finals, which was held on February 10 at the CAET. At the New York Finals, the 12 teams competed in a hands-on challenge that tested their ability to diagnose and repair predetermined “bugs” placed in 2015 model year vehicles. The students also had to troubleshoot electrical, steering, brake, and engine component faults. To test a team’s job readiness skills, each team member was quizzed at a sim- ulated job interview workstation. Nicholas Maurer and Richard Wierzbicki-McMickle from Orange-Ulster BOCES won the competition and will rep- resent GNYADA at the National Finals during the New York International Auto Show in April, where $3 million in prizes and scholarships are up for grabs. GNYADA’s team will go head-to-head with top teams from across the United States and Canada. Each team that participated in the NY Regionals received a scholarship to attend a post-secondary automotive train- ing program and free tools courtesy of Snap-on tools. The first place team’s school also received a Toyota training vehicle from the Toyota T-Ten program and Suffolk County Community College.

GNYADA hosts the competition as a means to challenge New York City, Long Island, Westchester, and Rockland County schools to hold the curriculum of automotive education to more rigorous standards, ensuring that stu- dents master the skills they need to succeed. In January, 35 teams, from high schools in the greater New York area, descended on the Center for Automotive Education & Technology to test their basic automotive skills.

GNYADA congratulates all the winners and wishes them the best of luck moving forward.

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015

14 GNYADA Is #1 Metro Dealer Association in U.S. DEAC

NADA President’s Club by giving a $5,000 contribution to DEAC. This adds to the list of five President’s Club mem- bers—who all maintained their status by each contributing $2,500 to DEAC. DEAC is the only political action com- mittee representing the interests of fran- chised dealers of both domestic and imported new cars. With these contribu- tions, NADA can continue to make the dealers’ voice heard in Washington.

NADA ranked the top dealer associations whose members contributed to the Dealer Election Action Committee (DEAC). GNYADA dealers contributed more than $65,000 to DEAC. This placed GNYADA as the number one metro association and 11th overall across the country.

One more GNYADA dealer joined the

Principals from the following dealerships made contributions:

Riverdale Chrysler Jeep Riverhead Dodge Riverhead Ford Lincoln Robert Chevrolet Rockland Toyota Sarant Cadillac Sayville Ford Scarsdale Ford Security Dodge Chrysler Silver Star Motors Sunrise Toyota Scion Smith Haven Chrysler Jeep Dodge RAM Smithtown Acura Smithtown Toyota Star Toyota of Bayside Staten Island Toyota Sun Buick GMC Tarrytown Honda Tower Ford Vail Buick GMC Van Buren Buick GMC Westbury Toyota Scion

Koeppel Mazda Lakeview Mercedes-Benz of Rockville Center LaSorsa Chevrolet Buick Mitsubishi Lexus of Mt. Kisco Manhattan Motorcars Mercedes-Benz of White Plains Merrick Dodge Chrysler Jeep of Wantagh Metric Auto Sales Milea Truck Sales Mt. Kisco Volvo Land Rover

Apple Honda Arroway Chevrolet Cadillac Babylon Honda Bay Ridge Honda Biener Audi

Big Dee Auto Sales Bill Kolb Jr Subaru Brown’s Jeep Chrysler Dodge Fiat City Mitsubishi City World Ford Lincoln Croton Auto Park Curry Chevrolet Sales and Service Donaldsons VW Subaru Gregoris Motors Helms Bros Hempstead Ford Lincoln Heritage Jaguar of Freeport Huntington Honda Interstate Toyota Scion Island Acura Jaguar Land Rover of Huntington Karp Volvo

Mullen Motors Nardy Honda Nemet Motors Newins Bay Shore Ford Nissan 112 Paragon Honda Paul Conte Cadillac Penn Toyota Porsche of Roslyn Queensboro Toyota Rallye Motors

15 FSAs Are Beneficial to Employees and Employers Flexible Spending Accounts (FSAs) are benefits available to employees to help cover healthcare, dependent care, or transit expenses. Employees set aside a portion of their wages on a pre-tax basis to pay for day-to-day necessities while lowering their taxable income. Therefore, the more contributions that employees put into a FSA, the more savings the employer realizes. 2015 Employee FSA contribution limits are: Medical Expenses ($2,500/year) Dependent Care Expenses ($5,000/year) n n

Employers also receive a tax benefit since they are not required to pay the employer portion (7.65%) of the Social Security Tax on employee contributions to an FSA.

Contact Michael Conwayat the GNYADA Insurance Brokerage at 718.746.8100 or mconway@gnyada.com .

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015 9

16 Morale and Training Go Hand in Hand

Many factors contribute to a negative employee culture (poor management, lack of advancement opportunity, low pay, and so forth). But how well people are trained to do their job can also affect employee satisfaction. It turns out, people who are well prepared and well equipped to succeed have better morale. Dealerships select and hire people, but then in many cases, underinvest in the amount of training necessary to help employees do their best. The impact can be felt in two major ways: Internal: Personal frustration can have a detrimental impact on the dealership as a whole; motivation and effort decrease, enabling a slow decay of your organiza- tion’s culture. External: Frustrated employees are more likely to voice their grievances, especially outside of the workplace. These people can poison your dealership—and your brand. All this information makes the case for great training as a means of nurturing employee engagement and retention.

Upcoming Seminars

Are Your Customers HearingWhat You’re Saying? Thursday, March 12, 2015 Learn the four communication styles of your cus- tomers to make sure your messages are set up for success instead of getting deleted. Mastering the F&I Presentation Tuesday, March 17, 2015 From Greeting to Signature: A step-by-step guide to increasing F&I sales for your dealership.

Service Advisor Training Wednesday, March 18, 2015

Service advisors will master customer concerns, and learn to put the most difficult sales objections to rest.

BDC & Sales Boot Camp Thursday, March 19, 2015 What to say and how to say it to get more customers in your dealership. To register for a seminar or to learn more about GNYADA’s Training Programs, contact Carole Rogner at 718.640.2012 or carole@gnyada.com.

17 GNYADA Instructor Publishes Book

GNYADA congratulates Sean Bradley on the publication of his book, Win the Game of Googleopoly: Unlocking the Secret Strategy of Search Engines . Sean teaches many of GNYADA’s Digital Marketing and Internet Sales seminars at the Center for Automotive Education & Training. About the Book Google is the number one search engine and website in the world. However, only 5% of Google users look past the first page of results. What this means is that if you aren’t in the top ten results, you are essentially

invisible. Win the Game of Googleopoly will teach you how to dominate search engines and beat the competition! Sean Bradley will be at the Center for Automotive Education & Training on June 11, 2015, to hold a special class for GNYADA members. He will be offering an in-depth look into various strategies that will help your dealership gain more visibility and dominate Google. To register for Win the Game of Googleopoly, please contact Carole Rogner at 718.640.2012 or carole@gnyada.com.

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015

18 Drive Innovation, Disney Style

Whether it was his senior managers or maintenance staff at Disneyland, Walt Disney often spent time chatting with his employees, proactively seek- ing their ideas and input on every- thing from characters for movies to the operations of the park itself. Disney understood a fundamental business principle: Everyone has valuable information to share. He considered all employees to be sources of inspiration for new ways of thinking—no matter if it was a fresh perspective on an existing expe- rience or something entirely new. A great example of this comes from Disney Interactive and Disney Consumer Products, which recently partnered to host their first-ever Hack Day Event . In case you are wonder- ing... isn’t a “hack” something nega- tive? Not necessarily! Today, hack is often used to describe “a novel or unique way of doing something.”

an official Hackathon, a three-day competition between innovators and entrepreneurs as they try to re-imag- ine the future of car shopping. Information on attending can be found at www.hackomotive.com . But even if you’re unable to attend this event, let your imagination and that of your employees run wild to try to find innovative ways to improve dealership practices. But the key to a successful outcome lies within the organization itself— specifically in its leaders’ willingness and ability to demonstrate their belief in the principle: Everyone has valu- able information to share. Leaders must be fully open and receptive to ideas from employees and must take deliberate steps to engage them in the idea-generation process.

During the Hack Day Event , more than 350 Cast Members spent the day focusing on connecting the physical and digital worlds, using a variety of platforms and technologies. At the end of the competition, a total of 45 hacks were created and presented for patent review. The top teams were awarded the chance to share their projects with Disney leaders, who then selected the winning ideas to go into the production pipeline. So can a Hack Day be adapted and applied to your dealership? Absolutely. If you’ve encountered a unique business challenge that requires creative thinking and innova- tive ideas, tailoring a Hack Day could lead to some promising solutions. And involving employees across a variety of departments at your dealer- ship creates loyalty and self- confidence.

GNYADA thanks Disney Institute for its contributions to this article.

In fact, Edmunds.com is sponsoring

2015 Social Security Booklet Enclosed

We are pleased to present GNYADA’s new Social Security guide in this mailing. How the New 2015 Social Security Changes Affect

$117,000—an increase of $1,500. The FICA tax rate increase of 2013 remains in effect for 2015. Under the Affordable Care Act, high-income employees meeting IRS threshold wages must have an additional 0.9% (Medicare Tax) withheld from wages. See the chart below for threshold amounts:

You clearly answers your most common questions.

Employers and employees in 2015 each contribute 7.65% of wages up to $118,500, up from 2014’s

Filing Status

Threshold Amount

Married filing jointly

$250,000

Married filing separate

$125,000

Single

$200,000

Head of household (with qualifying person)

$200,000

Qualifying widow(er) with dependent child

$200,000

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015 11

EMPLOYMENT CORNER

In Memoriam

GNYADA’s Employment Corner is a free recruiting and job placement service that lists qualified candidates for positions at dealerships. If you have a position to fill, call 718.640.2012 .

Eileen S. Rais

It is with sadness that we advise you of the passing of Eileen S. Rais on January 22, 2015, in West Palm Beach, Florida. A devoted wife to Robert C. Rais, GNYADA Past President (former title for Chairman) and former owner of Amity Chevrolet in Amityville, New York, Eileen and Robert were married for 65 years and retired to New Castle, New Hampshire, in 1997. The family has requested that dona- tions be made to your favorite char- ity or to the Children’s Museum of New Hampshire, 6 Washington Street, Dover, NH 03820.

FILE #

POSITION

RESIDES IN

OFFICE

Biller/Bookkeeper

Forest Hills

120

Bookkeeper

Staten Island Staten Island

121 122 123 124

Controller

Astoria

Middle Village

Office Manager

Flushing

125

Receptionist

Northvale, NJ

126

SALES

BDC Representative

Valley Stream

127

Sales Manager

Nassau County

128

Messages of condolences may be sent to:

SERVICE

Robert C. Rais P.O. Box 2154 New Castle, NH 03854

Parts Counterperson

Jamaica

129

Service Manager

Wantagh

130 131 132

The Association extends its deepest sympathy and condolences to Robert and the entire Rais family.

White Plains Staten Island

Contact Us: 18-10 Whitestone Expressway | Whitestone, NY | 11357 Dealer Hotline: 800.245.4640 GNYADA Headquarters: 718.746.5900 E-Mail: assistance@gnyada.com DMV-DIRECT: 718.747.0400 GNYADA Insurance Brokerage, LLC: 718.746.8100 New York International Automobile Show: 718.746.5300 Center for Automotive Education and Training: 718.640.2000

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Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • March 2015

SEMINARS FOR AUTOMOBILE DEALERS

ARE YOUR CUSTOMERS HEARING WHAT YOU ARE SAYING? Learn the four communication styles of your customers to make sure your messages are set up for success instead of getting deleted. Thursday, March 12, 2015 10:00am-1:00pm Center for Automotive Education & Training 15-30 Petracca Place Whitestone (Queens) NY 11357 This seminar teaches the di erent communication styles of your customers and how to tailor your message to them. Your team communicates with your customers each day, many times with the same approach. The problem with that is, there are four di erent types of communication styles out there. If you do not know them, how can you communicate e ectively?

Are Your Customers Hearing What You Are Saying? will teach attendees:

■ The four di erent ways customers communicate ■ Strategies to appeal to each type of communicator

■ How to focus on overall message

■ Ways to listen to what customers are asking ■ Steps to tailor each message based on type

About the Instructor Glenn Pasch is a trainer at heart. He is a speaker, writer, coach, and operations strategist as well as a customer service fanatic. Glenn has more than 20 years of experience with a proven track record of leading diverse teams of professionals to new levels of achievement in a variety of highly competitive markets and fast-paced environments.

GNYADA member fee: $85 per attendee ($150 non-member fee)

To register CLICK, EMAIL, or CALL Carole at carole@gnyada.com or 718.640.2012

SEMINARS FOR AUTOMOBILE DEALERS

MASTERING THE F&I PRESENTATION From greeting to signature: A step-by-step guide to increasing F&I sales for your dealership.

Tuesday, March 17, 2015 10:00am-4:00pm

Center for Automotive Education & Training 15-30 Petracca Place Whitestone (Queens) NY 11357

Learn to build a rapport, eliminate wasted time, arrange menu options in a way that serves you and your customers, and manage documents to ensure compliance. F&I managers will learn to quickly discover customer needs, demonstrate how a particular product will benefit a particular customer and overcome objections, while enhancing the customer’s F&I experience. From the showroom to the service drive to the F&I o ce, learn how a few creative ideas can help drive additional F&I sales for your dealership.

Mastering the F&I Presentation will highlight the following:

■ Interview process and e ective questioning techniques

Structuring the deal

■

Steps to a sale

■

Closing

■

■ Questions, statements, and objections

About the Instructor Ken Carlson is Director of Training for Manage-Rite, Inc., Automotive Training Division. He has more than 28 years of retail automotive experience and is AFIP Certified (Senior). Ken has conducted seminars for Sales, F&I, Sales Management, Aftersale, and Service Manager/Advisor personnel for dealer associations throughout the United States.

GNYADA member fee: $125 per attendee ($250 non-member fee)

To register CLICK, EMAIL, or CALL Carole at carole@gnyada.com or 718.640.2012

SEMINARS FOR AUTOMOBILE DEALERS

SERVICE ADVISOR TRAINING: THE LINK BETWEEN THE CUSTOMER AND SERVICE DEPARTMENT Service advisors must master customer concerns, and learn to put the most difficult sales objections to rest.

Wednesday, March 18, 2015 10:00am-4:00pm

Center for Automotive Education & Training 15-30 Petracca Place Whitestone (Queens) NY 11357

The seminar will teach service advisors how to achieve peak performance, increase sales, and raise customer satisfaction. In this day of intense competition, it has become vital that service advisors take their selling skills to an advanced level. Service Advisors will learn how to overcome common objections, including telephone closing techniques, building CSI, handling di cult customers, and much, much more.

Service Advisor Training will teach participants:

■ E ective selling techniques to get customers to agree on needed service(s) ■ Interviewing methods to build a rapport and learn about the customer

■ To sell service needs in terms of benefits to the customer ■ Techniques for handling objections throughout the process

■ Strategies to ensure customers of the service advisor’s trustworthiness and credibility

■ NEW! Properly communicating with customers over the phone ■ NEW! Look for opportunities to be a customer’s hero

■ NEW! Strategies on selling found work

About the Instructor Frank Phillips has more than 15 years in retail automotive sales and has conducted classes throughout the U.S. for dealerships, associations, and manufacturers. In addition, Frank worked as a sales trainer for VW, Porsche, and Audi. He started FCP-Sales Masters conducting seminars throughout the U.S. and Canada for dealerships, dealer associations, and manufacturers and has been conducting classes for GNYADA since 1991.

GNYADA member fee: $125 per attendee ($250 non-member fee)

To register CLICK, EMAIL, or CALL Carole at carole@gnyada.com or 718.640.2012

SEMINARS FOR AUTOMOBILE DEALERS

BDC & SALES BOOT CAMP What to say and how to say it to get more customers in your dealership.

Thursday, March 19, 2015 10:00am-4:00pm

Center for Automotive Education & Training 15-30 Petracca Place Whitestone (Queens) NY 11357

This seminar is loaded with phone strategies guaranteed to get better results from your BDC. Our BDC & Sales Boot Camp will turn your BDC around, invigorate your people, engage your sta , and double their production. Learn what to say, how to say it, why to say it a certain way, and most importantly, what the client hears. This technique training is then coupled with LIVE phone calls.

BDC & Sales Boot Camp will teach attendees to:

■ Handle inbound sales calls for both new and pre-owned cars

■ Overcome sales call rebuttals and objections ■ Convert Internet leads into appointments

■ Control the direction of a call

■ How to leave e ective voicemail messages that get responses

■ NEW! Connecting with Millennial shoppers

■ NEW! Dealing with customers who insist on over-the-phone pricing

About the Instructor With more than 20 years combined automotive retail and training experience, Mark Rodriguez specializes in training and coaching dealership personnel from all departments to deliver world-class customer excellence over the phone. He is a professional member of the National Speakers Association, a workshop presenter for NJCar, and proud to have presented some of the most well-attended workshops for GNYADA.

GNYADA member fee: $125 per attendee ($250 non-member fee)

To register CLICK, EMAIL, or CALL Carole at carole@gnyada.com or 718.640.2012

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