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LIFT YOUR DEALERSHIP TO NEW HEIGHTS WITH

F&I AND SALES TRAINING

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America’s Motor Sports, a family-owned business in the industry for more than 30 years, has worked with RpmOne for more than

three years. In 1982, America’s Motor Sports began as a small single-line Honda dealer on the south side of downtown Nashville. “It’s grown over the years,” said Chris Watts, co-owner of America’s Motor Sports. “In 2008, we purchased a property a little closer to downtown Nashville with more square footage and interstate visibility.” Today, after relocating in Nashville and with continued growth, the business operates out of three separate locations: downtown Nashville, Madison and Dickson, TN. The Madison store was added in the early 1990s, and Dickson about a decade later. With multiple locations and varied staff, Watts needed a solution to ensure that customers were each taken care of by his dealership personnel in the same manner. In order to convert more customers in the finance & insurance office, Watts turned to RpmOne, which has helped his staff offer products with consistency at all locations. “The challenge we face with three stores is trying to be consistent,” Watts explained. “There’s an experience we want our customers to have — that you get the same customer experience in a different store with a different set of employees. We’re always striving to do that, and with RpmOne helping us do a better job in the finance office and setting up menus, we’re being consistent in our practices and being consistent in our price.”

CONSISTENT IN F&I PRACTICES — AND IN PRICE

� More AMS on page 6, top

CASE STUDY NO. 1: America’s Motor Sports

RpmOne products keep Tennessee dealership ahead in a changing market

Even with each location demonstrating the same treatment toward customers, the inconsistencies between OEM coverage can also lead to extra work for dealerships.“With RpmOne, we have a provider that is stable and one that we can count on, especially for pre-owned business; we’ve got somebody there other than the OEM provider,” Watts said. “Considering warranty programs are not consistent between OEMs, it’s a lot easier to go with the RpmOne warranty — easier for the finance manager, easier in the service department — and the RpmOne warranty actually has better coverage than some of the OEMs offer on some of their products.” With RpmOne’s help, America’s Motor Sports has experienced an F&I increase in per vehicle retailed (PVR) and saves time with easier finance processing. “The biggest increase we’ve had has been on extended service contracts for new and used units,” Watts said.

“We’ve managed to push our extended service contract penetration up above 40 percent. We’ve also increased our penetration there at all three stores.” Watts remembered hearing about RpmOne from other dealers in his 20-group and after growing unhappy with a previous provider, Watts decided to make the switch. “[In a] 20-club group … dealers sit around and talk. If there’s a provider out there that the dealers are unhappy about, everybody will hear about it, and if there’s a provider out there that dealers are happy with, feel like it’s doing a good job, they’ll talk about that too. I knew other dealerships in my 20-club group that had obviously used RpmOne, and we decided it was about time to make a change. I ended up contacting them … and when I did, they flew somebody to Nashville the next week.” Dealer and employee training offered by RpmOne has been an added benefit

RpmOne’s extended service contracts have boosted business.

40+Percentage increase in penetration of extended service contracts since

partnering with RpmOne

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A proven success is hard to argue with when it comes to adding products the F&I department. That’s why Mike Gallina, general

manager of Birds of Prey Motorsports in Idaho, turned to RpmOne when he decided that the dealership’s F&I department was in need of a serious upgrade. “They’re nationally recognized, and there are a lot of dealers out there using them,” Gallina said of RpmOne. “Their costs are great for the dealer, and their support is really good when it comes to warranties and things of that nature. RpmOne has more of a presence in the powersports industry than other companies.” Previously, Birds of Prey offered third-party F&I menu items, but Gallina found the dealership costs too high, so getting customers to purchase contracts was a struggle. Also, previously the store did not offer a retention product, and now carries RpmOne’s priority maintenance. Gallina did his share of research as he pondered prepaid maintenance and warranty companies, and found that ultimately RpmOne continued to rise to the top. “They have a reputation of taking care of dealers and ultimately our customers,” Gallina said. “Their name kept popping up from other dealers as a place to look at.” And while Birds of Prey had a strong history in its F&I department, the RpmOne

OFFERING F&I PRODUCTS TO ADD VALUE, RETAIN CUSTOMERS

CASE STUDY NO. 2: Birds of Prey Motorsports

� More Birds of Prey on page 6, bottom

Prepaid maintenance and extended warranty create a winning F&I offering at Idaho dealership

Retro Program brought added benefits that have been a boost to the store’s bottom line. RpmOne’s dealer partners are allowed to participate in the underwriting profits and investment income on maintenance programs. “What I like about the Retro Program is that it pays the dealers back,” Gallina said. “Where most companies take the money and run, so to speak, with RpmOne, they give back to the dealers. That’s nice to know they’re collecting money but giving it back when it’s not used. And it was really pretty simple to implement and get started.” Birds of Prey opened in September 2011 and is part of a dealership group that includes nearby High Desert Harley-Davidson and Sawtooth Indian Motorcycle, which sits across the parking lot from the mammoth H-D store. Birds of Prey, which has 30 employees, began with a lineup that included Yamaha, Suzuki, Can-Am, Ski-Doo and Sea-Doo. It has since added Spyder and is the state’s only Triumph dealer. The varied product lineup has proven to be an ideal fit with RpmOne. “RpmOne provides products for everything we sell,” Gallina said. “We started with a fairly inexperienced F&I department, and with the training that RpmOne provided, and with their

products, our per vehicle penetration has increased tremendously. Everything that we carry, they have some kind of product that we can sell.” Birds of Prey also takes advantage of RpmOne’s Biannual Profit Statement Reviews. The conference calls allow Gallina and F&I staff to meet with their RpmOne sales representative. “Those are real nice to have, and they make it easy,” Gallina said. “It might be me and my F&I manager on the call, and they go through where we’re sitting, where we were previous and provide an exact snapshot of what we’re doing in F&I with RpmOne. It’s super easy to work with them.” With new unit sales, prepaid maintenance and extended warranties have risen to the top as the two most sought after RpmOne products at Birds of Prey.

Birds of Prey Motorsports benefits from RpmOne’s Biannual Profit Statement Reviews.

$578Dollar amount Per Vehicle

Retailed for current F&I manager

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For Broward Motorsports, RpmOne has been an important step toward the dealership’s overall success. After almost a decade as

partners, Broward owner Sam Nehme had many details to share on how RpmOne can help dealers. Nehme had previous general manager experience before he decided in 2002 to branch out on his own. That year he opened the dealership in Davie, FL, and followed with a second location in 2008 in West Palm Beach, FL. A third store opened in 2010 in Fort Lauderdale. Today, the dealership maintains the three locations and has turned to RpmOne for F&I growth at each one. One of the main challenges that the dealership had to overcome was making sure all staff received uniform and adequate training across all three locations. “I would say the biggest challenge was training. We were selling product … but we really weren’t getting adequate training from

TRAINING THE STAFF OF TOMORROWFlorida dealership capitalizes on RpmOne’s sales and F&I training capabilities

CASE STUDY NO. 3: Broward Motorsports

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our other source products, and that’s where the biggest difference was,” Nehme said. Since the dealership began working with RpmOne more than eight years ago, Nehme explained that the F&I process is easier and takes less time than before. “We were doing our own in-house prepaid maintenance — where we actually administered it — and that was really hard to do at a dealership level. Once we switched over to RpmOne, and they administered it, it definitely made things a lot easier. We’re much more comfortable being able to monitor it that way.” “They’ve increased our sales by training first,” Nehme said. “We have no turnover with the finance managers … they understand the product, and they’re more comfortable pitching the product. That’s what makes them and us more money.” Nehme said that the proper training has really helped the dealership’s retention, specifically with the finance managers, but also with the salespeople. “RpmOne came to our dealership for three to four days. One day was specific to the finance managers and then the rest of the time was more sales-oriented with the sales manager and salespeople,” he said. “I do feel that it helped the salespeople understand how to structure deals, how to read customers, ask for deposits, ask for commitment and things like that.” Of the products offered, Nehme says that the dealership’s best penetration comes from warranty and then prepaid maintenance coverage.

“RpmOne is giving us better products to sell — reputable warranty and extended warranty companies, a strong prepaid maintenance program that customers were comfortable buying into and believing in,” he added. Not only has Broward experienced higher sales and better retention, but also now it is seeing repeat customers who are pleased with the products they offer. “Between all my stores, we’ve probably increased our overall penetration anywhere from 10-20 percent depending on the product, which is a big difference,” Nehme said. “It goes back to the training and customers being happy with what they’ve purchased and a lot of repeat customers coming in for a second time. They bought it the first time, liked it, believed in it and buy it again.” In the powersports industry, customer service needs to be both quick and effective. With RpmOne, Nehme said that the process of dealing with customers or in-house issues is made easier with open communication and quick response times. “It’s not like they sell you the product, leave and then you never hear back —

Training assistance provided by RpmOne brings added value to Broward Motorsports in Florida.

10−20Across three dealerships, overall

penetration percentage of all F&I products since partnering with RpmOne

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Fun Bike Center Motorsports in Lakeland, FL, has found its partnership with RpmOne simplifies the sales process, all while making

the buying experience more fun for its customers. Going strong for more than two decades, Fun Bike has been able to hone in on efficiencies in the F&I department since turning to RpmOne. Prior to the formation of their relationship, Fun Bike finance manager Samer Fidy says that compiling a finance menu was like a balancing act between different companies. “It was just a juggling act before then — it was the balance of going back and forth on what to sell,” Fidy said. “That was one of the challenges, and then also remittance. You always have to remember if you sell multiple products from different companies, you have to remit them all differently.” For Fun Bike, the dealership is certainly riding the crest of a wave of success. In the first quarter of 2015, Fun Bike was the No.1 dealer for Triumph sales in Florida. Also, it received the Honda Council of Excellence award for the third consecutive year earlier this year. The Honda award is reserved for dealerships with the highest percentage of qualified finance applicants. “For me, the very important thing is that we are in a fast-paced business, so when we

QUICK AND EASY FINANCING PROGRAM KEEPS IT SIMPLEFlorida dealership puts ‘juggling act’ aside, turns to RpmOne to save time, money

CASE STUDY NO. 4: Fun Bike Center Motorsports

� More Fun Bike on page 7, bottom

Fun Bike Motorsports in Florida appreciates RpmOne’s ease of use for its products.

have multiple deals working, I don’t have time to look up fees for different lenders. Plus, RpmOne is integrated into Lightspeed [dealer management system],” Fidy said.The process is simple, with few steps. Fidy explains that all he has to do is click a button, log into RpmOne’s database and then all the information he needs to build a menu is immediately accessible. “It saves a lot of time, and it’s so much easier for future training for employees when everything is on one format like RpmOne,” he said. Fun Bike recently hired a new F&I assistant who participated in and “really enjoyed” RpmOne’s training days in Orlando. RpmOne’s training goals include educating staff on best practices, implementing a sales process and teaching menu selling. RpmOne builds a presence in each of the dealerships it helps to both promote accountability and to be accessible for the dealer’s individual needs. Fidy said that he has been able to build a very good friendship with the RpmOne

representatives who come into the dealership on a regular basis. “They’ve come in and talked to me. [Account executive] Douglas [Berger] is always here.” The consistency of using RpmOne for all of Fun Bike’s F&I needs is not only uncomplicated for the dealership, but for the customer. “It’s convenient for the customer because instead of going through three or four different parties — like one company for GAP, one for tire & wheel — it’s RpmOne for everything. It makes everything so much easier to sell to a customer and for them to remember,” Fidy said.

100+Percentage increase of priority maintenance

program sales over the last two years

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for Watts. Through in-house training and webinars, RpmOne has helped many dealers solve challenges presented by staff

AMSfrom page 2

BIRDS OF PREYfrom page 3

productivity and retention. “They’ve done a really good job,” Watts added. “Everything they do helps out, either in-house, media conferencing, phone calls, [etc.]” Watts’ outlook on RpmOne’s influence in his dealership remains positive and he gave some advice for other dealers looking to

expand their current offerings. “I think it’s essential for any dealer out there in the business — specifically anyone who’s a multi-line dealer — that you need to look outside what the traditional OEM offerings are and need to look at someone like RpmOne because there’s a lot of other products out there that are not available through your OEMs. Some of the products available on the aftermarket side can be more profitable and not only better for the dealership, but also a better value for the customer.” •

By Kate SwansonAssistant Editor, Powersports Business

“The extended warranty is after the manufacturer’s warranty is over, which makes it nice because it’s actually an extended warranty,” Gallina said. “Some of the manufacturers, their extended warranties start at the time of purchase, so even though it’s considered an extended warranty, with RpmOne, the actuality is if you have a two-year manufacturer warranty and you buy an extended warranty for two years, you’re getting four years of warranty. It’s a good value for the customers.” Prepaid maintenance, meanwhile, helps

retain customers by guaranteeing they will return to the store’s service department. “It helps our service department tremendously,” Gallina said. “You capture that customer, and the beauty of it is they have to come back. And anytime you can retain customers — that’s the goal.” In addition, the RpmOne product line simply provides a strong revenue source for the dealership. “If you have the right products to sell

and you believe in what you’re selling, it’s a win-win for the customer and the dealership,” Gallina said. “The customer is getting a value that protects their investment, and the dealership is making a little coin on it.” With a full suite of RpmOne products and the ease with which the F&I office can create contracts, Birds of Prey continues to show improvements in its F&I performance. Simply, RpmOne

has allowed the store to penetrate more deals. Perhaps the best example of the department’s growth comes from the F&I manager herself. She started at the dealership following the RpmOne addition, and has gone from rookie status to a current PVR (per vehicle retailed) of $578. •

Multi-line dealers would be wise to consider RpmOne.

Bird’s of Prey has shown steady F&I growth with RpmOne.

By Dave McMahonEditor in Chief,Powersports Business

LOCATIONS: NASHVILLE, TN; MADISON, TN; DICKSON, TN

BRANDS: CAN-AM, GEM, HONDA, KAWASAKI, POLARIS, SEA-DOO, SPYDER, SUZUKI, VICTORY, YAMAHA

LOCATIONS: CALDWELL, ID

BRANDS: CAN-AM, SEA-DOO, SKI-DOO, SPYDER, SUZUKI, TRIUMPH, YAMAHA

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they’re a phone call away and ready to help you,” he said. Broward Motorsports also has elected to participate in RpmOne’s extended warranty reinsurance program since 2008. “It’s a great program. Basically, we’re partners with them in some of the unused premiums or profits remaining for unused claims. Once the warranties expire and there’s leftover remaining, it’s split up between both of us, and we get a certain percentage of that,”

As finance manager, Fidy no longer worries about how the dealership will fare during his occasional absences: “When I’m gone, by having RpmOne integrated into our system, I can leave the dealership feeling confident that they can click a button, build a menu and sell these important products to my customers.” Since incorporating RpmOne into its F&I department, Fidy said the dealership sells up to two more products per deal and has seen increases in other parts of the store as well. “We increased our priority maintenance program number,” Fidy said. “Over the last two years, I would say an over 100-percent increase.” “It’s a one-stop shop for peace of mind for customers, and everything is done simply. You remit everything at the same time, and everything is online. You don’t have to

BROWARDfrom page 4

FUN BIKEfrom page 5

Nehme explained. “It takes a little while for it to start being a profit center for you, but after it kicks in, it’s a nice program. It’s extra money in reserve that you have.” “They actually handle all the setting up … they make it seamless for you as a dealer. You don’t have to deal with a whole lot of paperwork, and it’s not like running a whole other company. They made it pretty easy.” Barry Miller, president of RpmOne, first told Nehme about what the company could do for dealerships like his. “He came and solicited us in the store. At the time we had a lot of different vendors for our products, and RpmOne was all-in-one. They had a loyalty program, which was really nice for customers to get the loyalty credit card.“ Nehme is satisfied with what RpmOne has done for his dealership and looks forward to many years with them. “RpmOne came in with this all-in-one

program, and I like it because it made our job and life easier to be able to keep up with it. I’m very happy with it, and I’m very happy with how it works. They’re great to work with; they’re a great company, and I’ve got nothing negative to say.” •

By Kate SwansonAssistant Editor, Powersports Business

worry about anything — it’s perfect. I would recommend RpmOne to any dealership for the sole purpose of simplicity.” •

By Kate SwansonAssistant Editor, Powersports Business

RpmOne made F&I sides easier at Broward Motorsports

Fun Bike has convenient access to F&I menus from RpmOne.

LOCATIONS: DAVIE, FL; FORT LAUDERDALE, FL; WEST PALM BEACH, FL

BRANDS BMW, CAN-AM, HONDA, KAWASAKI, POLARIS, SEA-DOO, SUZUKI, YAMAHA

BRANDS: HONDA, KAWASAKI, TRIUMPH, YAMAHA WATERCRAFT

LOCATIONS: LAKELAND, FL