OFFICIAL PUBLICATION OF AADA THE AADA 2019 NATIONAL DEALER SEPTEMBER 2019 | ISSUE 28 CONVENTION & EXPO EDITION

JLR BOSS TO DELIVER KEYNOTE ADDRESS

DON'T MISS CAVE HERO'S AMAZING TALE POLITICS AND COMEDY ON BREAKFAST MENU AUSTRALIA ACCORDING TO A GREAT AUSTRALIAN: SIR PETER COSGROVE AK MC

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CONTENTS ISSUE 28 | SEPTEMBER 2019 FEATURES JLR Boss To Deliver Keynote Address...... 5 Rejections, Refunds And Replacements - Understanding Minor Vs Major Failures Under The ACL...... 6 Queensland Lemon Laws: Fake News?...... 9 Join AADA CEO, James Voortman, And Friends On AADA Study Tour To Nada Show In Vegas...... 11 Driving Forward With Less - Maximise Efficiencies Out Of Reduced Spends...... 13 CONTACT AADA ACCC Approves Eagers' AHG Acquisition...... 14 Office 6, Level 4, 150 Albert Road South Melbourne, VIC 3205 Half A Million Takata Cars Still To Be Fixed...... 15 Carsales Partners With Spincar To Bring 360° Walkarounds To Australia’s Largest Online Vehicle CONTACT AUTOMOTIVE DEALER Marketplace ...... 17 936B Glenhuntly Rd, EVs Becoming Affordable Option: RACQ...... 18 Caulfield South, VIC 3162 Sales Down 3 Per Cent In July...... 18 Issue No. 28 | SEPTEMBER 2019 2020: The Breakthrough Year For EVs?...... 19 PUBLISHER: AADA New MD For Fiat Chrysler Australia...... 47 MANAGING EDITOR: Luke Prendergast Peugeot And Citroen Join Forces...... 48 PRODUCTION MANAGER: Stace Agombar Volvo Recalls Half A Million Cars...... 48 CREATIVE DIRECTOR: Charles Bayer Three-Quarters Of Kiwis Consider Going Electric Next...... 49 Dealer Service: Make A Point – Tell A Story! ...... 51 ART DIRECTOR: Nick Murphy Kiwi Group Invests In Aussie Car Sharing...... 53 ADVERTISING MANAGER: Geoff Vine [email protected] Motoinsight Sets Up Shop In Australia...... 54 Mobile: 0413 854 779 EV Sales Top Conventional In Norway...... 55 Phone (03) 9576 9944 | Fax (03) 9576 7277 Carly And I-Motor Offer Vehicle Subscription Solution For Automotive Dealers...... 56 Grand Plans Unveiled At Mobility As A Service Conference...... 57 AUTOMOTIVE DEALER DELIVERY/CHANGE OF ADDRESS Five Fundamentals Of Sales Success For Independent Dealerships...... 58 (03) 9576 9944 or AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE [email protected] 2019 Convention In Good Hands As Anjali Rao Returns As Host...... 22 EDITORIAL The Future Is Now...... 23 [email protected] Politics And Comedy On Breakfast Menu...... 24 EDITORIAL & ADVERTISING OFFICE General Session Sets The Agenda...... 25 936B Glenhuntly Rd, Caulfield South, VIC 3162 NADA's Consumer Attitude Research...... 26 Opportunities Abound At Free Expo Day...... 27 The Online Space: How To Convert Visitors To Customers...... 28 Educate Your Team With AADA’s Sales Team Event Session...... 29 Join Footy Legends For Handball Competition...... 30 No responsibility is accepted by the publisher for the accuracy of information contained Australia, According To A Great Australian...... 31 in advertisements in the Automotive Dealer Don't Miss Cave Hero's Amazing Tale...... 32 magazine. Publication of any advertisement does not constitute endorsement by the publisher The New Automotive Code: All You Need To Know...... 33 of any product, nor warrant its suitability. Advertisements are published as submitted by Gender Diversity In Dealerships...... 35 advertisers. Prepare Yourself For F&I Changes...... 36 COPYRIGHT Maximising ROI In Tough Times...... 37 No part of this magazine may be reproduced without the publisher’s written permission. AADA Business Workshops...... 38-43 CONTRIBUTORS AADA 2019 National Dealer Convention & Expo Schedule...... 44 The views expressed in Automotive Dealer by external contributors and advertisers are not COX AUTOMOTIVE SPONSOR FEATURE...... 61-66 necessarily those of AADA. CONVENTION SPONSOR FEATURE...... 67-80 AUSTRALIAN @AADA_ASN AUTOMOTIVE DEALER MOTORSPORT ASSOCIATION When Car-Makers Sneezed, Racing Caught Pneumonia...... 45 WE’D LIKE TO HEAR FROM YOU. We’d like to hear from you about what’s been supporting junior sporting clubs or sponsoring a It’s a pity that the community work being done happening at your dealership that you think charity event. by Dealers is a well-kept secret. We intend to could be worth passing on to our readers. change that. AADA is determined to generate a We would like to know. greater respect for new car franchise Dealers It can be anything from a unique sale, a fleet as compassionate business people. Part of our deal or a story about a member of your staff who Whatever the story you have, it will be good strategy is to remind the media, politicians and recently accomplished a notable feat. reading. Send us the information and key contact details and we will follow it up. If you opinion makers that, by employing over 66,000 It could be a ‘feel good’ community initiative have photographs of the endeavour so much people, AADA members make a substantial you have undertaken involving local schools, the better. contribution to the Australian economy. THE RIGHT CHOICE FOR YOUR DEALERSHIP HERE’S A FEW REASONS WHY.... • HERITAGE • GUARANTEED SUPPLY • PRODUCT RANGE • TECHNICAL SUPPORT • EXPERIENCED SALES TEAM • EQUIPMENT AND FINANCE OPTIONS • CUSTOMER SERVICE • TRANSITION PLAN

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JLR BOSS TO DELIVER KEYNOTE ADDRESS

ADA is delighted to have secured for sponsorships and partnerships, global and to state that ensuring Dealer profitability Jaguar Land Rover Australia’s events and auto shows, drive experiences and is a priority. It is only by working together that AManaging Director, Mark Cameron, motorsport (Jaguar Racing). both sides of this equation will continue to to deliver the keynote address at the AADA grow and profit. 2019 National Dealer Convention & Expo. Having joined Mazda Motors UK at the time of transition from distributor to national sales AADA has always prided itself on attracting The partnership between Dealers and company, his responsibilities as Sales Director leaders of OEMs to our annual Convention. In manufacturers is more important than ever, included sales of over 50,000 vehicles in both the past we have enjoyed addresses from other and with a retail automotive Franchise Code retail and fleet channels, retailer network heads of manufacturers, including Geoff Polites, of Conduct soon to be introduced, it is development strategy and retail operations. Marin Burela, and Bob Graziano of Ford imperative that we remain in close dialogue (Bob loved it so much he stayed for the entire with each other. Mark now leads the Australian business at a Convention!), Mike Devereux and Dennis very busy and exciting time, as new propulsion Mooney from General Motors, John Conomos Mark Cameron was appointed to the post and vehicle control technologies are of Toyota, and Tom Phillips of Mitsubishi. of Managing Director, Jaguar Land Rover introduced and OEMs adapt to fast-changing Australia, in July 2018. Prior to joining Jaguar customer mobility requirements. Steering Adding Mark to this prestigious company Land Rover Australia, in a career spanning Jaguar Land Rover through a post-Brexit era will provide delegates with another point of more than 25 years, Mark was an experienced should also keep the in-tray full! view from an important voice in our industry. Director of Sales & Marketing, with a broad With his experience at the global level, he is history in a range of positions within Jaguar When he took up his current role Mark well-placed to understand the issues facing the Land Rover, Mazda Motors and Ford Motor expressed his focus, “will be on exciting our Australian market. His previous role as 'Global Company, including a secondment to a large customers through world class products and Experiential Marketing Director' will have him motor retailing group in the UK. services, and providing a stable and profitable well-versed in consumer desires, so we look long-term business for our partners”. forward to hearing from him how he thinks Most recently Mark was a Senior Director Dealers can better engage and communicate It is heartening to hear the head of a leading within the global marketing function at with car buyers, as well as his views on a whole manufacturer refer to Dealers as ‘partners’, Jaguar Land Rover HQ with responsibility raft of issues.

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Failures generally If a failure is major, a consumer has the right Evan Stents to select the remedy – and may be entitled Lead Partner, The consumer guarantee as to acceptable to reject the good and elect either a refund or Automotive Industry quality is not a guarantee of 'absolute' quality. replacement. Group, HWL The test for establishing whether there has Ebsworth Lawyers been a breach is an objective and relative test. A failure will only be a major failure if any of It is objective because it is assessed from the the following conditions have been met: perspective of a 'reasonable consumer fully ince coming into effect on 1 January acquainted with the state and condition of the (a) the goods would not have been acquired 2011, the Australian Consumer Law goods.' It is relative because whether a good by an objective reasonable consumer S(ACL) has had a profound impact on is of acceptable quality is to be assessed by fully acquainted with the nature and consumers' rights to remedies for issues they reference to: extent of the failure; or encounter with motor vehicles. (a) the nature and price of the goods; (b) the goods depart in one or more Through the introduction of 'consumer significant respects: guarantees', the ACL brought warranties into (b) any statements made about the goods effect as statutory obligations. These statutory on any packaging or any representation (i) if they were supplied by description obligations are not limited by the 'factory made about the goods by the supplier or – from that description; or warranty' obtained when purchasing a vehicle manufacturer; and (ii) if they were supplied by reference to or the time or kilometres travelled (as opposed a sample or demonstration model – to other existing state legislation or private (c) what a reasonable consumer would from that sample or demonstration contractual warranties). Instead they are consider as acceptable having regard to model; or based, for example, on a relative assessment of the matters set out above. whether a vehicle is of 'acceptable quality'. The onus is with the consumer to establish that (c) the goods are substantially unfit for a purpose for which goods of the same The introduction of the consumer guarantees there is a fault of a kind that would amount kind are commonly supplied and they also came with a range of possible remedies to a failure of the guarantee. This is especially cannot, easily and within a reasonable to which a consumer might be entitled significant in cases where a consumer time, be remedied to make them fit for in the event of a failure on the part of the complains of a fault but the fault cannot be such a purpose; or manufacturer or the supplier to comply with replicated or diagnosed at the dealership. the guarantee. Major vs minor failures (d) the goods are unfit for a disclosed purpose that was made known to: Given the ease with which consumers can now In the event of a failure of the consumer access information about the ACL – including guarantee as to acceptable quality, the (i) the supplier of the goods; or the Australian Competition and Consumer consumer is entitled to a remedy that corrects Commission's recent focus on informing (ii) a person by whom any prior the failure. However, the type of remedy to consumers' about the ACL as a means to negotiations or arrangements in which a consumer is entitled depends on resolve their issues – a body of case law has relation to the acquisition of the whether that failure is a minor failure or a steadily emerged dealing with the application goods were conducted or made; major failure. of the ACL to motor vehicle claims. and they cannot, easily and within a If a failure is minor, a consumer is entitled to Understanding how the ACL applies to reasonable time, be remedied to make a remedy selected by the supplier and/or the consumers' complaints about 'acceptable quality' them fit for such a purpose; or manufacturer. In most motor vehicle cases, is essential to dealing with those complaints the remedy would be a repair (including, for quickly, efficiently – and, most importantly – in (e) the goods are not of acceptable quality example, the replacement of a component of a a manner that properly reflects a Dealer's legal because they are unsafe. motor vehicle). risk (whether high or low).

6 | SEPTEMBER 2019 | automotivedealer.com.au Case examples quality will not invariably be a major was not prepared to purchase any [vehicle] failure and it will depend on the nature because [they] may…be the subject of teething In the recent 2019 case of Avci v Inchurch and extent of the failure; and problems or were the subject of a recall notice, Automotive Pty Ltd, the NSW Civil & then they would not purchase any [vehicles].' Administrative Tribunal followed an earlier (c) a reasonable consumer would expect NCAT decision and held that: teething problems, even in a new In other words, the Tribunal declined to find vehicle. a 'major failure' had occurred because it did (a) a major failure may occur either by not accept the assertion that an objective one fault or by a series of faults which The point at which 'teething problems' might reasonable consumer would not have each on their own do not amount to a lead to a major failure has also been tested in purchased a motor vehicle had he or she major failure but when taken as a whole, claims concerning product recalls. In Australia known it would have 'teething problems' or be amount to a major failure; Rong Hua Fu Pty Ltd v Ateco Automotive Pty the subject of a recall. However, there is also a Ltd, the Victorian Civil and Administrative tipping point at which such 'teething problems' (b) defects which result in goods failing to Tribunal held that 'if the reasonable consumer might accumulate, or the product recall be comply with the guarantee of acceptable severe enough, to amount to a major failure.

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Rejection and the entitlement to reject unit. Such modifications may be held by a Conclusion Court to constitute damage insofar as they Finding that a 'major failure' of a consumer represent an alteration to the characteristics The ACL has added to the range of remedies guarantee has occurred does not guarantee of a vehicle compared to its condition when available to consumers. However, it does not a consumer will be entitled to a refund or it left the showroom, or insofar as they might entitle consumers to 'refunds on demand' for replacement. There is an intervening step. That accelerate the wear on other components of a any type of dissatisfaction or inconvenience is, a consumer must 'reject' a good. Rejection vehicle. they might encounter with their motor is the act by which a consumer crystallises vehicle. The critical lesson for Dealers is to their right to elect to receive a refund or If a consumer has damaged their vehicle, ensure that you have a process in place to replacement from the supplier. they are not entitled to reject it even in the handle ACL complaints, whether they relate to case of a major failure unconnected to that minor 'teething problems' or more significant However, there are certain circumstances in damage. This means that while a consumer is faults. If in doubt, seek expert legal advice as which a consumer is not entitled to reject a still entitled to have a Dealer or manufacturer soon as possible. Further, whilst you should good. One circumstance in which a consumer remedy the failure, the consumer will not have ensure you are communicating with the cannot reject a good is if the good has been access to a refund or replacement. manufacturer, do not rely on the manufacturer damaged after being delivered for reasons not to resolve a consumer's ACL claim, because related to their state or condition at the time There are other circumstances in which a Dealers' obligations under the ACL are of supply. consumer is not entitled to reject a vehicle – separate and independent to obligations of the for example, if the 'rejection period' is over manufacturer. Having a good understanding Whether or not a motor vehicle has been or the vehicle has been sold. In each case, of the ACL means that you will communicate damaged will not always be obvious. Some Dealers should seek legal advice if confronted more effectively with consumers and, in the damage, such as a dent from an accident, may with a demand by a customer for a refund or long run, reduce the likelihood that precious be obvious. However, other damage may be replacement vehicle. time and money will be spent litigating claims. more difficult to detect – such as aftermarket modifications to suspension components or a This article was written by Evan Stents - Lead Partner, reprogramming or 'flash' of an engine control and Christian Teese - Senior Associate, Automotive Industry Group | HWL Ebsworth Lawyers FEATURES Australian Automotive Dealer Association

QUEENSLAND LEMON LAWS: FAKE NEWS?

classified as a warranted vehicle if, on the and protections, there is no right to reject or Vinesh George day of sale, it had an odometer reading of obtain a refund, which is the true character of Company Secretary less than 160,000 km and its build date was a lemon law. and Legal Counsel, no more than 10 years before the day of sale. AADA | Principal, Furthermore, for those vehicles there was a The introduction of section 15, ‘Orders QCAT VS George Lawyers three- month or 5,000 km warranty period can make’, adds to the type of Orders QCAT (whichever occurred first). The amendments can make. Section 15 (g) enables QCAT to in Queensland add a new class of vehicles to be make orders requiring a party to return the he passing of the Queensland Civil covered by warranty. The new class of vehicles warranted vehicle to another party, requiring a and Administrative Tribunal and will ensure that vehicles sold with an odometer party to pay a stated amount to another stated Other Legislation Amendment Act T reading of over 160,000 km or are over 10 person and more. There is little explanation as 2019 has been widely reported on for its years old will be covered by warranty. This to the scope of this power and the mechanics introduction of supposedly new ‘lemon laws’. will entitle the purchaser to have any defects of how it will operate in practice. QCAT can A closer look at the legislative amendments, in their vehicle repaired within 14 days after also make an order combining two or more however, reveals that whilst the majority the warrantor accepts the defect is covered by orders. For example, it is possible to interpret of amendments have little to do with the statutory warranty. The warranty period the new laws in a way that allows QCAT to lemon laws, they do offer better consumer for the new class of vehicles introduced is order a consumer to return their vehicle to the protection. 1,000 km or the day one month after taking Dealer and require the Dealer to pay damages to the consumer. This would effectively So what is a lemon law? A lemon law, as possession (whichever occurs first). operate as a refund. Hence, section 15 could commonly understood, provides consumers The majority of amendments introduced potentially operate as the basis of lemon with the right to either obtain a full refund in Queensland do not meet the commonly laws. That said, this would largely depend or replace their vehicle if it has major issues. understood meaning of a lemon law. Rather, on QCAT’s interpretation of its powers and In relation to major failures, the Australian they are largely focused on expanding the class whether this was the legislative intention. Consumer Law (ACL) offers a remedy that of vehicles that must be covered by statutory provides an example of a lemon law. Under warranty and increasing the jurisdictional limit Overall, the amendments do increase the ACL consumers have a right to reject of the Queensland Civil and Administrative consumer rights; however it is debatable their vehicle, request a refund or request a Tribunal (QCAT) from $25,000 to $100,000, whether it can be considered a lemon law. We replacement if the vehicle has a major failure – as well as expanding the types of orders that look forward to seeing how these powers are that is, if the vehicle is a ‘lemon’. the QCAT can make; however, although used by QCAT in due course. In Queensland, prior to the recent these amendments bolster consumer rights amendments, a used motor vehicle was automotivedealer.com.au | SEPTEMBER 2019 | 9 REGISTRATIONS OPEN - GET IN EARLY AADA NADA Study Tour 2020 Spend 4 days learning from the best in the world

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ew AADA CEO, James Voortman, Academy instructors and industry experts. the respect AADA has earned and a golden will join former CEO and experienced The incredible NADA Expo fills the Las Vegas opportunity for tour participants to access, in Ntour leader, Patrick Tessier, to lead the Convention Centre, with over 500 exhibitors an intimate setting, world leaders in the retail official AADA Study Tour to the 2020 NADA taking up more than 650,000 square feet of automotive industry. Show in Las Vegas in February. exhibit space. On the Sunday evening the famous AADA The NADA Show is the retail automotive Tour participants will be treated to a behind- Carsales & Pentana Solutions Australia Party industry’s largest gathering, showcasing the the-scenes look at the operations of one of the is the evening’s hot ticket event. Held at the latest automotive and dealership products and world’s leading dealership groups, touring an Opium Lounge at Tao and now in its third technologies, and giving everyday Dealers, AutoNation USA dealership. This exclusive year, this event is one looked forward to by OEM representatives and allied industry opportunity will provide a revealing insight delegates from all over Australia, as well as our professionals the chance to rub shoulders with into the way an industry leader runs, with vital international friends. Study Tour participants global automotive leaders. intellectual property Dealers can take home enjoy exclusive entry to this fabulous event. and apply in their own businesses. The NADA Show features workshop sessions There is so much to be gained from being part conducted by world leaders in all aspects The Saturday evening features one of the of the AADA Study Tour to NADA. Register of dealership operations, as well as feature highlights of the tour: the AADA Gumtree your interest now and join us in Las Vegas in speakers. Attendees leave armed with the latest International Industry Relations Dinner, with February. insights, analysis and strategies for the future guest speaker Charlie Gilchrist, 2019 NADA of automotive retailing, and the most up-to- Chairman. AADA is proud that in the past five To register for AADA Study Tour to the 2020 date information on data management, EVs years of hosting this event the reigning NADA NADA Show in Las Vegas, visit: and OEM relations, directly from NADA’s own chairman has attended every year, a mark of aadastudytours.com.au/nada-2020-las-vegas/

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As more and more Australians are turning audiences, driving them toward vehicle detail Paul Balbo to digital channels to find their perfect pages, lead submission forms or other high vehicle, digital is where you turn good offline value destinations. Talk to your media agency Client Partner - marketing messaging into great sales results. or inventory feed provider about getting Automotive, Automotive Inventory Ads set up. Facebook It’s no longer enough to be targeting people based on the rough demographics you think Thinking beyond leads uto Dealers are feeling the pinch and you should be hitting. Age, income, etc may be This is your chance to engage the buyers and marketing budgets are being squeezed, markers for people’s intentions, but there are influence those decisions when they are most leaving many to ponder how they can a lot of other things you can look at to decide A likely to be doing their research – and that is get the most from them as we head towards whether someone is a more likely potential a powerful moment to take advantage of, to 2020. Here, Facebook’s Paul Balbo outlines customer or not. swing decisions in your favour. Vehicles aren’t some simple steps to make your marketing You can find people intending to buy vehicles an impulse purchase; you know your customers money work harder. based on their behaviour across our platforms. have done their homework. So give them what It’s no secret times are tough in the automotive At Facebook we’ve identified thousands of they need to consider in an interesting way. industry. Sales are under the biggest pressure traits and signals that show when people are As consumers spend time on digital channels they have been in a long time, and with ever- in the market for a new vehicle. For example, in different ways, the Dealers who are increasing competition you need to find a new they browse Marketplace on Facebook looking maximising the opportunity across channels way to stand out from the crowd. for vehicles and they often engage with more automotive content on dedicated pages and like Facebook and Instagram are balancing When you are feeling the pinch it’s easy to groups. generating high local reach, driving website default back to the ‘tried and tested’ methods traffic and generating leads. Not everyone will of marketing to drive more customers to your The good news is you don’t have to identify submit a lead so it’s important to broaden your forecourt. these people – the system does all the work for definition of success. you, and is really cost-effective in converting The problem is the golden bullets from the them into your customers. This isn’t spray and Providing a personalised messaging experience 80s, 90s and early 2000s are no longer the most pray, but a personalised approach to marketing for consumers on Facebook’s family of apps efficient ways of hitting most of your targets. that delivers more relevant advertising to the will also be one of the ways to set yourself The good news here is there are some new tools right audiences. apart in 2020. Beyond answering frequently available to you, which can change the odds in asked questions, enable consumers to start a your favour. It’s also vital to be creative in the ads you are conversation around product information, or showing to people. Remember, you need to even book a test drive rather than solely relying With 2020 rapidly approaching you need to achieve cut-through against your competitors. on standard lead forms. get your plan together. But how do you decide This is the secret sauce that will get them onto where to spend your money? And how do you your forecourt. Social channels are multi-purpose these days – identify the evolving technologies that would cost efficient, high reach and providing a very be worthwhile testing but are currently under- Fortunately there is now a suite of tools effective conversion to sale. used by your automotive peers? available, allowing businesses to make some great looking ads pretty much at the touch of Maximising marketing efficiencies in 2020 and You’ve got the customer data at your fingertips, a button. beyond is going to be incredibly important for so have a look at who is buying your different the whole industry, and that is going to make models. Are your utes popular with weekend For example, our Automotive Inventory Ads competition really fierce for those customers. warriors, families, tradies – or my bet, a mix of (previously Dynamic Ads for Automotive) With a squeezed budget and the increased the above? allow you to proactively get your used vehicle pressures, it is more important than ever before inventory dynamically to people who are in- that you make every cent you spend work Once you’ve refined what audiences you will market for a new vehicle and spending time on harder. be targeting, next understand where they Facebook’s platforms. are actually spending their time and what Marketing has always been about striking the media they are consuming. Chances are their Simply upload your vehicle catalogue with right balance between art and science. But habits are vastly different from even two years details such as make, model and year, and the with so many new tools available you can take ago, with many more people spending time system automatically generates ads showing the guesswork out and set your team up for on streaming services with limited or no the most relevant inventory to the right success. advertising, rather than solely on radio and TV. FEATURES Australian Automotive Dealer Association

AP EAGERS’ AHG ACQUISITION NOW UNCONDITIONAL

P Eagers’ $2.3 billion takeover offer for new cars in the Newcastle and Hunter Valley ACCC Commissioner Stephen Ridgeway said Automotive Holdings Group (AHG) is region. he was satisfied the merger could proceed Anow unconditional, and AHG directors without giving customers no choice but to buy have recommended shareholders accept the To address the ACCC’s competition concerns, from an AHG/AP Eagers dealership. offer. AP Eagers offered a court enforceable undertaking pursuant to section 87B of the “If we had allowed AP Eagers to combine its AHG shareholders have until 16 September to Competition and Consumer Act 2010 to divest dealerships with AHG’s in this region, the accept the offer, which would see them issued its existing new car retailing dealerships and reduction in competition in that market may AP Eagers shares within seven days, and make related business sites in the Newcastle and have meant consumers would pay more for them eligible to receive any special dividend Hunter Valley region. new cars,” he said. declared at AP Eagers’ half year results. The ACCC accepted AP Eagers’ divestiture “AP Eagers’ divestiture means there will be In a statement, AP Eagers said it had an undertaking on 24 July, 2019. no increase in market concentration in the interest equivalent to 62.4 per cent of AHG Newcastle and Hunter Valley region.” shares. The ACCC was concerned the merged dealer giants would own “half of the 78 dealerships” In total, AP Eagers represents 27 car brands “At this shareholding level, the chance of a in the Newcastle/Hunter Valley area, and and 10 truck/bus brands, which operate from competing offer emerging is very low,” the sought market dilution to protect consumers. 110 new car dealerships and 33 new truck statement said. and bus vehicle dealerships in Queensland, The court enforceable undertaking means AP Northern Territory, New South Wales, The new entity will take over from AHG as Eagers will sell its franchised dealerships and Victoria, Tasmania and South Australia. the largest automotive dealership group in affiliated businesses in Newcastle and Hunter Australia. Valley to an independent, ACCC-approved The merged entity is expected to have buyer. approximately 231 new car dealerships and 68 The Australian Competition and Consumer new truck and bus dealerships in Australia as Commission (ACCC) had previously given AP Eagers will sell Kloster Motor Group to well as 13 new car dealerships in New Zealand, conditional approval to the merger acquisition, the Tony White Group for about $54 million. representing 33 car brands and 12 truck after AP Eagers satisfied concerns that the However, AP Eagers will retain the AHG- brands. proposed acquisition was likely to substantially owned new car dealerships in the region that it lessen competition in the retail supply of proposes to acquire.

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PROVIDING INNOVATIVE Find us at Stand 66 & 67 SOLUTIONS TO AUTOMOTIVE 2019 AADA at MCEC INDUSTRY CHALLENGES www.iqbodygroup.com.au FEATURES Australian Automotive Dealer Association HALF A MILLION TAKATA CARS STILL TO BE FIXED

he Australian Competition and Tony Weber, Chief Executive of the Federal “The FCAI and our automotive members Consumer Commission (ACCC) has Chamber of Automotive Industries (FCAI), have just launched a brand new Takata Treleased the latest quarterly Takata said that while local automotive brands had advertising campaign designed to encourage airbag recall rectification figures, which worked hard to complete the millions of customers to check their vehicles against our show that more than half a million vehicles vehicles to date, they remained completely easy-to-use website, www.ismyairbagsafe. still need to be fixed. committed to the recall process and are com.au. following priority risk factors to ensure The June 30 figures from the ACCC smooth completion of the replacement “It’s a simple process. Just go to the website show the automotive industry is steadily program. and enter your vehicle’s registration and completing the monumental task of state or territory. You can also check by rectifying more than three million vehicles “Time, money and resources are not a texting TAKATA to 0487 AIRBAG (247 in the Australian market with faulty Takata consideration for the Australian automotive 224). It’s quick, it’s easy and it’s free – and airbags. industry in the mandatory Takata recall. All you could be saving your own life or that of that matters is the faulty airbags are rectified a loved one.” The ACCC indicated a total of 537,000 as soon as possible, and with minimum vehicles are still to be rectified, meaning inconvenience for the customer,” Mr Weber the vast majority of impacted vehicles in said. Australia have had their airbags replaced.

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WE ARE CAR PEOPLE. WE KNOW TECHNOLOGY. FEATURES Australian Automotive Dealer Association

CARSALES PARTNERS WITH SPINCAR TO BRING 360° WALKAROUNDS TO AUSTRALIA’S LARGEST ONLINE VEHICLE MARKETPLACE

arsales, the largest online vehicle auto dealers throughout Australia. The into consumer behaviour. The 360° interior marketplace in Australia, and carsales deployment represents the largest and exterior views can be published to any CSpinCar, the global leader in digital implementation of the technology in website in less than ten minutes. automotive merchandising technology, Australia, covering 200k cars offered for sale today announced a strategic partnership on the carsales.com marketplace. Dealers Carsales has long been an innovator in at the AADA 2019 National Dealer who wish to take advantage SpinCar’s the online automotive space, with recent Convention & Expo in Australia. As a result technology can contact S21 Media for more updates including video classifieds and of the partnership, visitors to carsales.com. information. more. Commenting on the partnership, au will now be able to take advantage of 360° Michael Holmes, Executive Director - interior and exterior walkarounds offered by “360° WalkArounds have been proven Dealer at carsales stated, “We are excited to participating dealers. to drive greater shopper engagement for see businesses like SpinCar bring innovation dealers throughout the world, and we are to the car buying experience in Australia. SpinCar’s state-of-the-art technology, thrilled to be working with carsales.com to Interacting with spinning cars on our which enables highly interactive, virtual bring this experience to the more than 3.5 platform is yet another way to build shopper vehicle explorations, has been deployed on million consumers who visit carsales.com. confidence and help consumers find the Australia’s largest automotive classifieds au each month,” said Devin Daly, SpinCar perfect car.” site, carsales.com. Anyone with an internet Co-Founder and CEO. “This partnership connection can access the 360° WalkAround will create a better online experience for Dealers can learn more about SpinCar’s experiences by visiting carsales.com.au site car shoppers in Australia, while delivering award-winning technology and the exclusive from their computer, tablet or mobile device. even greater value for dealers in the highly partnership with carsales.com by visiting WalkArounds created by Australian dealers competitive auto retailing industry.” the SpinCar booth at the AADA 2019 for their own websites will be automatically National Dealer Convention & Expo, held syndicated to the carsales classifieds site. SpinCar’s digital merchandising solution at the Melbourne Convention & Exhibition Participating dealers can use the SpinCar leverages proprietary technology and Centre, Monday 9 through Wednesday 11 capture app themselves or take advantage first-party data to enable dealers to deliver September 2019. of Carsales vehicle photography services more personalized shopping experiences For further information contact: to capture images and generate interactive and greater levels of transparency in the car buying process. The platform automatically walkarounds for their vehicles. Vanessa Cause converts vehicle photographs into virtual S21 Sales Director 360° WalkAround experiences have reality enabled 360° displays with tagged, E. [email protected] been available to Australian car shoppers touchable hotspots. These customisable M. 0499 881 596 since August 2018, when S21Media hotspots can be used to highlight vehicle began distributing SpinCar’s platform to features and gain unprecedented insights

automotivedealer.com.au | SEPTEMBER 2019 | 17 FEATURES Australian Automotive Dealer Association

EVS BECOMING AFFORDABLE OPTION: RACQ

lectric vehicles (EVs) are becoming an The annual survey, which this year examined price at just under $10,000 a year to keep on affordable alternative to traditional a record 141 vehicles, factors in all expenses the road,” he said. Einternal combustion engine models, linked with car ownership, such as fuel, tyres, according to a report by the Royal insurance, servicing, loan interest, government “Drivers need to be aware the Hyundai Ioniq Automobile Club of Queensland (RACQ). charges and depreciation. has a higher purchase price than other small cars, so they need to weigh up the depreciation RACQ’s recently-released 2019 Vehicle The most expensive EV was the Tesla Model X and interest costs with the fact they won’t Running Costs survey detailed the cheapest 100D at $25,500 a year. RACQ technical and be paying as much for fuel and will save on and most expensive cars to buy and run. It safety policy head, Steve Spalding, said the servicing before they opt for this vehicle.” rated the Hyundai Ioniq particularly highly in Ioniq was a far more affordable alternative. terms of affordability. More affordable EV models are expected to be “This year we were able to assess the Hyundai released in the Australian market in the near Ioniq, which blew Tesla out of the water in future. terms of affordability, costing less than half the SALES DOWN 3 PER CENT IN JULY

he Federal Chamber of Automotive of the economy over the past 12 months,” he sales for 8.4 per cent market share), Mitsubishi Industries (FCAI) has released the new said. (5,247 sales for 6.3 per cent market share) Tvehicle sales figures for the month of and Ford (4,900 sales for 5.9 per cent market July 2019. The industry reported 83,184 sales “Tight financial lending, drought, increasing share). for the month, a 2.8 per cent decrease from Luxury Car Tax imposts and the Federal July 2018. On a year to date basis, the industry election have all contributed to make the Toyota also claimed the two top spots in the reported total sales of 637,650 units, a drop of Australian car market one of the toughest in Australian market, with the Toyota Hi-Lux 7.7 per cent. the world. as the best-selling vehicle in July with 3,359 sales, and the Toyota Corolla the second-best Tony Weber, Chief Executive of the FCAI, “But it is great news for the consumer who is selling vehicle with 3,244 sales. The Corolla said that while the figures represented a slight spoiled for choice with attractive new car offers was closely followed by the Ford Ranger (3,168 slowing of the downward sales trend, the as automotive brands provide excellent deals sales), the Toyota RAV4 (2,419 sales) and the market remained sluggish. to stimulate sales growth.” Hyundai i30 (2,252).

“The July sales figures continue to illustrate the Toyota remained the top selling marque for SUVs, with 37,894 sales, continued as the most tough market conditions facing the Australian the month with 17,876 sales for 21.5 per cent popular segment in Australia, followed by automotive industry and the sensitive nature market share, followed by Mazda (8,227 sales Passenger vehicles with 25,386 sales and Light for 9.9 per cent market share), Hyundai (6,983 Commercial Vehicles with 16,710 sales.

automotivedealer.com.au | SEPTEMBER 2019 | 18 FEATURES Australian Automotive Dealer Association 2020: THE BREAKTHROUGH YEAR FOR EVS?

lectric vehicles (EVs) will reach a In July it released a report predicting planned capacity, provided it comes online on ‘tipping point’ within the next two production of electric cars would multiply six schedule.” Eyears, with emission regulations and times between 2019 and 2025, reaching more price reductions expected to push them into than 4 million EVs, which is over 20 per cent With the EU set to impose huge fines on the mainstream as early as next year. of EU car production volumes. manufacturers that don’t meet the goal of 95 grams per kilometre CO2 as an average for Transport and Environment (T&E), the T&E expects there will be sufficient the whole brand fleet sold by the end of 2020, European body for non-governmental production capacity in Europe, with enough the European car industry is accelerating the organisations lobbying for more sustainable batteries to power the electric fleet, “provided development of the electric car. transport, says the electric car is about to go the current plans are delivered”. mainstream in Europe, with 2020-2021 as a Next year, 176 EV models will be available in tipping point. “Currently, at least 16 large-scale lithium-ion Europe, with the Volkswagen Group delivering battery cell manufacturing facilities exist or 35 of those. Daimler is next with 19 models, The main reason is Europe’s strict CO2 are likely to come online across Europe. The followed by PSA (17), Hyundai-Kia (16), reduction (95g/km) requirements for the car confirmed plans alone will deliver up to 131 BMW (15) and Renault-Nissan-Mitsubishi, industry. From 60 ‘electric models’ (including GWh of battery production capacity in 2023 Volvo/Geely and FCA with 13 each. plug-in hybrids and fuel cell vehicles) available (growing to 274 GWh in 2028),” the report at the end of 2018, the continent will see 176 said. Jaguar Land Rover (JLR) will have nine EV models in 2020 and 214 in 2021, with 333 models, while Honda will only have two and models expected by 2025. “The 2023 demand needed to electrify Ford four. Tesla will have five models by then. vehicles (cars, vans, buses, and trucks) and T&E says Ford predicts it will have ten electric T&E based its predictions on forecast data for stationary storage, batteries, is estimated models by 2025, compared to 78 for the from IHS Markit and in-house analysis. by T&E at around 130 GWh, or within the Volkswagen Group. Ford, however, has announced it will partner with Volkswagen on the further development of electric and autonomous cars. Volkswagen had previously announced it would share the technology of its dedicated electric platform (MEB) with others, even outside the VW Group.

For its own electric cars in Europe Ford will use the MEB platform, which will be further developed in Ford’s Merkenich R&D centre (near Cologne, Germany), and should be on the road in 2023.

56 million EVs by 2040 with British BP and the OPEC predicting it them with subsidies. Bloomberg expects car will be only 300 million. sharing platforms to invest heavily in EVs, American news and analysis agency, with 8 of 10 vehicles being an EV by 2040. Bloomberg, predicts that by 2040 around Batteries six times cheaper 56 million electric cars will be sold per year The revolution is mirrored in the United worldwide, outstripping conventional internal According to Bloomberg, the cost of batteries States, where there are already more than combustion engine (ICE) vehicles. for EVs will fall over the next nine years by 40 plug-in electric cars for sale. Ten more a factor of six. Consumers will be more and are expected to be introduced this year, with Bloomberg predicts a worldwide EV fleet of more aware of the cost-effectiveness of electric another 14 expected in 2020, promising an 550 million in 2040, a far more ambitious vehicles with far fewer parts and maintenance unprecedented level of compelling designs, figure than that floated by the oil industry, requirements, and governments will push long range and attractive prices.

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2019 National Dealer Convention & Expo

9 - 11 SEPTEMBER 2019 MELBOURNE CONVENTION AND EXHIBITION CENTRE aadaconvention.com.au Convention Sponsors AADA is indebted to our loyal group of generous sponsors, without whom Principal sponsors this important event simply would not be possible. We thank them for their ongoing support and look forward to continuing to grow our relationships into 2020 + Beyond.

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Supporting International Associations 2020 + Beyond A vision for car retailers 2019 CONVENTION IN GOOD HANDS AS ANJALI RAO RETURNS AS HOST

ADA is thrilled that award-winning international journalist and chat show Ahost, Anjali Rao, will return as Host of the AADA 2019 Convention & Expo.

The former Sky News and CNN reporter and anchor charmed all and sundry with her eloquence, affability and professionalism at last year’s Convention.

She continues an outstanding tradition of high-calibre Convention hosts, following in the footsteps of the great Ian Leslie and Tracey Spicer.

Ms Rao is a multi-award-winning television journalist and chat show host who has spent and educated in the UK, but is now based in the 2008 siege of Mumbai, and the 2011 17 years in the top tiers of broadcast news, Melbourne. She is a unique talent who is able earthquake and tsunami disaster in Japan. current affairs and entertainment. Formerly to connect with people across all walks of life – an anchor at Sky News in London, she spent from international A-listers to everyday people She has appeared as a panellist on Channel six years as anchor of CNN International's with a story to tell. Ten's The Project and Studio 10, and also as weekday breakfast show and host of the guest host on Sydney's 2UE radio station and network's weekly chat show, Talk Asia; both of Ms Rao has interviewed some of the world’s Triple M Melbourne. which air globally to 220 million households. biggest celebrities and covered numerous breaking news events, such as the 9/11 attacks; We look forward to Ms Rao bringing her Born to an Indian father and Australian the 2004 Asian tsunami; the death of Pope considerable talents to the AADA 2019 mother, Ms Rao was raised in Hong Kong John Paul II; the 7/7 bombings in London; National Dealer Convention & Expo.

automotivedealer.com.au | SEPTEMBER 2019 | 22 AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association THE FUTURE IS NOW

he theme of the AADA 2019 National Dealers are well aware that modern With customers conducting most of their Dealer Convention & Expo is ‘2020 consumers are highly informed and do the research online, a product such as SpinCar, T+ Beyond’. What for many of us once majority of their decision making before they which gives them a virtual walkaround of seemed a distant future timeline is now less even enter the physical dealership: Improving any vehicle, takes automotive photography than a year away. The future is now! our engagement prior to this juncture will be to the next level. Customers decide what car a focus of this year’s Convention. they will buy before they ever set foot in a What do we mean by 2020 + Beyond? We’re dealership, so the more information and ‘feel’ not talking about The Jetsons and flying cars, We are in a transition period in automotive for the car you can give them, the more likely we’re talking about succession planning, retailing. We have witnessed the demise of they are to buy from you. It won’t be long about setting your dealership up to cope print, and the rise of online marketing. Some until they are taking a virtual test-drive from with new rules of operation in F&I, about Dealers have adjusted to this new world with the comfort of their own loungeroom – will it modernising your workforce to reflect society gusto, others have been slower to react. be one of your cars? and your customers. Dealers can no longer afford to sit back and 2020 is around the corner. The future is We’re talking about arming yourself with wait for customers to come to them. We need now. These and countless other innovative the latest knowledge, training, products to engage with them where they ‘live’, which products and services will be on display at and services that are going to ensure your these days is largely online. There is so much the Expo, making the free Expo Open Day a business remains at the cutting edge. We data available on our customers, and it is not must-attend for Dealers and their staff. With mean protecting yourself against threats to hard to harvest it and put it into use. When over 80 exhibitors, all you need is one take- our business model, adapting to changing a customer buys a car from you, that is an home idea to make your visit worthwhile. paradigms and building a stronger future for opportunity to discover their preferred social all franchised auto Dealers. media channel: do they use Facebook, or are Automotive retailers are massive contributors they more of a Twitter person? Do they use to the national economy. We create $57 In order to prepare for this quickly-arriving Snapchat? Instagram? Find this out and you billion in turnover per year, and collect more tomorrow, AADA has compiled a program can individually tailor marketing to suit their than $2 billion in taxes. Our relationship with featuring a stellar line-up of experts on the social media habits. Fish where the fish are! government, and strengthening our ongoing big issues facing our industry. One of the partnership with the manufacturers, with key pillars of this year’s Convention is the The point of sale is also a great opportunity whom our futures are inextricably linked, are panel program, with four sessions featuring to farm reviews and referrals, which are keys to our future prosperity. industry leaders tackling some hot topics. worth their weight in marketing gold. People trust their friends and family far more than There is so much happening around our Our industry is changing rapidly, and as any advertising or marketing campaign. industry: the automotive code of conduct, car retailers we need to keep up with that A reputation-management tool like the need for diversity, succession planning, change if not stay in front of it. We can have Snap21 generates reviews with photos and changes to F&I departments, Return on confidence in the franchise model, but we testimonials, and a third of customers share Investment, used cars. 2020 + Beyond is must understand that other factors, including their Snap21 experience with their hundreds almost upon us. The future is now, which consumer behavior and how they engage of online friends. is why you cannot afford to miss arguably with us, are changing. the most important AADA National Dealer Convention & Expo yet.

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Don’t file it. Digitise it. Call Mark: 0412 847 172 or 02 9262 7357 | [email protected] AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association POLITICS AND COMEDY ON BREAKFAST MENU

olitics is always at the forefront of any He holds a Master of Arts in Policy and Politics AADA National Dealer Convention from Deakin University and a Bachelor of P& Expo and we get straight into it this Arts in Politics and Sociology from Monash year, with two political guests speaking at the University. AADA 2019 Auto-IT Opening Breakfast. Mr Somyurek was first elected to the Victorian The Victorian Minister for Small Business province of Eumemmerring in 2002 and and Minister for Local Government, The Hon has been a Member for the South Eastern The Hon. Sir Adem Somyurek MP, will be the first guest Metropolitan Region since 2006. Adem Somyurek Murray Rivers speaker, followed by Sir Murray Rivers QC, the MLC (Bryan Dawe) creation of one of Australia’s greatest political Bryan Dawe is known for brilliant partnership satirists, Bryan Dawe. with the late, great John Clarke on A Current Affair and The 7.30 Report. He is Mr Somyurek has been a Member of a highly-awarded political satirist, writer, mired. All sides of politics will cop their whack Parliament since 2002. Following the 2018 actor and comedian, as well as a songwriter, in this hilarious, insightful presentation. Victorian state election, he was appointed photographer and social activist. The traditional opener for any AADA Minister for Local Government and Minister Convention, the AADA Auto-IT Opening for Small Business. His previous ministerial Through the character of Sir Murray Rivers Breakfast, is the first gathering of all delegates portfolios have also included Innovation and QC, Bryan will provide us with a brilliant, and sets the tone for the program to come. It is Trade. He is committed to supporting small incisive, politically incorrect slice of political always a highly informative and entertaining business to thrive as part of a growing and wit that promises to be just the tonic for the way to start the day, and this year will be no fairer Victorian economy. uninspiring political climate in which we are exception.

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he AADA Macquarie General Session AADA does a power of work behind the is a crucial component of the AADA scenes, advocating for Dealers’ interests, TNational Dealer Convention & Expo. It negotiating on their behalf with governments is the report card session that informs Dealers and regulators, helping shape policy and of the achievements of the past year and the generally promoting the cause of retail goals for the next 12 months. automotive Dealers.

AADA CEO, James Voortman, will In the first quarter of this year AADA attended James Voortman Andy Koblenz address this session in the AADA Opening 190 meetings with politicians, members AADA NADA Statement. James will inform members of and industry stakeholders. This included the work AADA has done over the past year, 38 political meetings, 62 member/AMDC including submissions into the Banking meetings and 90 industry meetings. General Counsel. He will present the results Royal Commission and its impact on point of research commissioned by NADA into the of sale exemption status, add-on insurance AADA was mentioned in the media 240 times evolving attitudes of various demographic changes, pre-budget submissions on LCT and in the first three months of the year, issued 10 groups towards car ownership and use now tariff removals, data sharing and the ongoing media releases, seven Dealer bulletins and 100 and into the future. development of an Automotive Code of social media posts. Your industry association Conduct. also made four submissions to government Following these two we move into the panel and had 8,252 website views. sessions, with four expert panels addressing James will speak on the progress in each of some of the hottest topics facing our industry these areas – and more – and outline the The General Session will also feature an today. It makes for a meaty first morning of the priorities for the AADA Secretariat in 2020 + address by Andy Koblenz, NADA’s Executive Convention – one no Dealer, wishing to stay Beyond. Vice President, Legal & Regulatory Affairs, and abreast of the latest, will want to miss.

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NADA'S CONSUMER ATTITUDE RESEARCH

he retail automotive industry is at the that the disruptors still have a long way to go their personal cars in favour of ride-sharing. cusp of great change. We all know that. before replacing the traditional model of car Of those surveyed, 93 percent said a car TWhat we don’t know yet is if that change ownership. provides freedom. will be evolutionary or revolutionary. Mr Koblenz will be a special guest at the The survey also examined attitudes to At last year’s National Dealer Convention we AADA 2019 National Dealer Convention & autonomous vehicles (AVs), with 56 percent explored the issue of Disruption, while NADA Expo, speaking on the subject of Disruption of respondents saying they would purchase addressed it at its 2019 Convention in January. during the AADA General Session. Mr an AV. Amongst millennials this figure was Koblenz will share his belief that it will be a 71 percent, while for the over-35s it was 49 NADA’s Executive Vice-President of Legal and considerable time before the traditional model percent. Regulatory Affairs, Andy Koblenz, alongside of automotive dealerships is replaced. Senior Vice-President of Public Affairs, Mr Koblenz will present the full findings Jonathan Collegio, presented research showing NADA’s research showed that almost 90 of the survey, and this is sure to be highly percent of Americans have no plans to give up informative.

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automotivedealer.com.au | SEPTEMBER 2019 | 26 AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association

OPPORTUNITIES ABOUND AT FREE EXPO DAY

hat price can you put on knowledge? For Melbourne-based Dealers in particular, the retention or any other aspect of dealership How much would you expect to Expo Open Day offers a golden opportunity operations, our friendly exhibitors are ready, Wpay to expose your staff to the to build their staff’s understanding of the latest willing and able to help you find solutions for latest innovations, technology, products and developments in their departments. In an age every department. services available to improve every aspect of when knowledge is power, the better-informed dealership operations? your people are, the better they can perform The Trade Expo Village is always a popular their roles and drive your business forward. destination for delegates to gather and connect How about nothing? Even a visit of just a couple of hours after work with friends and colleagues between sessions, could be incredibly beneficial. while learning about new business tools. In a new initiative, AADA is offering the chance for anyone to attend, free of charge, an For those who want to extract maximum The Expo is designed for ease of navigation, Expo Open Day at the AADA 2019 National value, AADA has timed the Expo Open Day with an open layout making it a breeze to Dealer Convention & Expo. From 1.30pm to to lead into the Sales Team Event session. walk among the various exhibitor stands and 7.30pm on Monday 9 September, AADA will This will run from 7:00pm to 8:30pm that check out the cornucopia of ground-breaking throw open the Expo doors and allow anyone evening. An afternoon of learning about the products and services on display. who has registered to come and explore the latest products and services, followed by the There are always a few treats to eat, interesting vast array of quality offerings on display. sales sessions conducted by international sales people to talk to, important innovations to training specialist, Simon Bowkett, make for a Dealers, managers, staff, allied industry hear of, and a bit of fun to be had as well. day rich in information. professionals, and anyone else involved The Expo is open for the duration of the with the retail automotive industry, will An integral component of any AADA National Convention. An annual feature is the Pentana benefit from the opportunity to mingle with Dealer Convention, AADA prides itself on Solutions Expo Luncheon, which will be held contemporaries and discuss new products, delivering each year an Expo that gives Dealers on Tuesday 10 September, from 12:30pm. This services and opportunities with exhibitors. access to the latest and greatest products and event is a fantastic opportunity to network, services designed to provide them with the In an ever-evolving industry it is vital your discuss the morning’s session, and explore the cutting edge. people are armed with the most up-to-date vast array of innovative products, services and knowledge of what is out there to make their It’s a one-stop-shop you can stroll through new technologies AADA has put together. lives easier and your business stronger. at your leisure, whether for a short break The Pentana Solutions Expo Luncheon is between sessions or for a few hours to fully AADA always strives to put together an Expo for registered delegates, but the Expo Open immerse yourself and upload a wealth of new showcasing the latest and greatest gadgets, Day is a free opportunity for anyone to get knowledge and ideas. gizmos and goodies, and with more than 80 around the more than 80 exhibitor stands and exhibitors, this year promises to be one of the Whether it is after-market product and check out what is on offer. Simply register at most comprehensive yet. services, insurance, finance, marketing, digital aadaconvention.com.au. See you there! marketing, lubricants, software, customer AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association

THE ONLINE SPACE: HOW TO CONVERT VISITORS TO CUSTOMERS

n a world where companies like Netflix, software products capable of increasing website Amazon and even Walmart.com are conversion rates would deliver strong ROI, Iproviding consumers with hyper- resulting in rapid adoption and high customer Devin Daly personalised experiences, Dealers are behind satisfaction. SpinCar the curve. Often, Dealer websites provide to consumers the same static experience, whether At that time, there was plenty of evidence they are an 18yo first-time driver or a 65yo demonstrating that rich, interactive content, retiree. particularly 360-degree product visualisations, drove higher website conversions, but no-one as on their physical showroom. And the most In the 2019 AADA Eric Insurance Special had built a ‘plug and play’ solution that made critical component of their online showroom Presentation, Devin Daly, digital marketing it easy to create this content. Thus SpinCar was is vehicle visualisation, which comprises 82 and merchandising expert, will show Dealers born. percent of website interactions. With a wide how they can use their own first-party website variety of competing inventory just a click away, In an interview with Automotive Dealer data to create personalised digital experiences Dealers need to realise how paramount digital Magazine, Devin explained that there were a lot that will convert more buyers. merchandising is to their long-term success. of technical challenges involved with building The CEO and co-founder of SpinCar will an easy-to-use merchandising platform that “I see a future where virtual vehicle tours share his views on why Dealers should focus could be leveraged by thousands of customers are a standard part of the online shopping on unique visitors rather than conquests. all over the globe. Having solved those, he now experience. Dealers who don’t offer 360-degree SpinCar is the world’s leading provider of finds the biggest challenge is convincing Dealers walk-arounds will be skipped over by digital automotive merchandising tools, with to adapt to the new online paradigm. consumers accustomed to the rich transparent more than 140 million virtual walk-arounds experiences offered by the vast majority of auto “I think some Dealers prefer not to face the experienced by car buyers across 14 countries retailers.” since 2014. harsh realities of the changing landscape. In this day and age, the online showroom will make or It is a brave new world. Your online presence Having observed the investment in break their business,” he said. is now arguably more important than your e-commerce by retailers, Devin became physical location. Don’t miss this vital “It’s absolutely critical for them to focus as interested in companies that specialised in presentation from a leader in eCommerce. website conversion tools. He predicted that much or more effort on digital merchandising

automotivedealer.com.au | SEPTEMBER 2019 | 28 AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association

EDUCATE YOUR TEAM WITH AADA’S SALES TEAM EVENT SESSION

ADA is providing Victorian Dealers prior to making an enquiry. How to uncover with an outstanding opportunity to and work with the customer reasons for Aextract maximum value from the buying, enabling you to strengthen your whole Simon Bowkett AADA 2019 National Dealer Convention & sales process. Lastly, he will look at how we Symco Training Expo. get more internet and social media leads to engage by surrendering their internet shield, The Sales Team Event session, sponsored by increasing your face-to-face enquiries. Gumtee and MTAA Superannuation, is an outstanding value for money opportunity for The key areas covered will be: • What does a WOW call sound like? Dealers – especially those based locally – to • Prising your customers from behind give their teams the benefit of the expertise • A short stroll through history: the internet shield! from a world leaders in sales training. • The world is changing • How do you increase the engagement Combined with the free Expo Open Day, it • Once we were teachers and now we are with these enquiries? makes for a compelling day and evening that the pupils! are sure to enrich your staff’s knowledge and • The four reasons a customer will come enthusiasm for the challenges ahead of them. • Selling in the internet world nearly 30 to you: Stock – Price – Location – You! years on • We research across the globe, but where Leading UK sales trainer, Simon Bowkett, will • The journey of Active and Passive do we buy from! provide world-class sales training in the Sales customers Team Event that will be held on Monday, 9 • Emails to phone calls September. • Are demonstration drives still • Phone calls to appointments important? Today’s car consumer averages 16 hours 42 • Appointments to sales minutes of research before they contact a People make the difference: dealership. They often know more about the Simon will ensure you can leave with access to car they intend to purchase than the average • How to uncover the selling a customer a copy of his word tracks and email responses salesperson. has done to themselves proven to increase appointments and • The real GAP in selling! showroom enquiries. In his address, “Influencing customers today, in 2020 + Beyond”, Simon Bowkett, Director, • Current position vs desired position This event presents a rare opportunity Symco Training, will compare the changes in • Selling using the customer’s reasons to for your sales team to receive world-class the retail landscape for Dealers after nearly 30 buy training. Full Convention delegates have years of the internet and how to deal with the access to the session included. For others, this • If your product presentation is not more informed customer. session presents outstanding value, at a cost relevant, then nobody is listening! of just $99 per person, or $790 for a team of There are two doors in the modern dealership: 10. Your staff will benefit immensely from How can I make it work? the front door and the virtual door that more this event conducted by the leading sales and more customers are using. Simon will • Typical responses to internet and social trainer in the UK. demonstrate how to gain full insight into the media enquiries selling a customer has done to themselves

29 | SEPTEMBER 2019 | automotivedealer.com.au AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association JOIN FOOTY LEGENDS FOR HANDBALL COMPETITION

arry Breen is best known for a wobbly Two men famous for kicking goals – or points! punt kick, the most important and And we have them on hand for a handball Bcelebrated kick in the history of the St competition! Thanks to Valvoline, you can Kilda Football Club. That scrambled snap pit your skills against your fellow Convention in the dying moments of the match gave the delegates for the chance to be crowned the Saints a one-point win over Collingwood Handball Champion of AADA. in the 1966 VFL Grand Final, securing the foundation club’s one and only premiership The handball competition is an institution in in what is now almost 150 years of existence. Australian Football. Every club from the big league to the bush has a target for players to One moment might have made him hone their skills and engage in a bit of friendly immortal, but Breen achieved far more than competition. Every Sunday for decades that in his career. He captained the Saints World of Sport’s handball competition was in 1979, was the club’s leading goalkicker in compulsory viewing for footy fans, a tradition 1970, and was its games record-holder for a revived by the Sunday Footy Show. time after becoming the first Saint – and one of only 87 players in VFL/AFL history – to It’s a great bit of fun no matter what your reach 300 games. level of skill or experience. The Convention coincides with the beginning of the AFL Finals Mark Maclure enjoyed three times as much Series, and it gives you the chance to pick the success in his 13-year career as St Kilda brains of a couple of legends of the game and has in 146 years, winning premierships find out who they are backing for this year’s with Carlton in 1979, 1981 and 1982. He flag. won the Blues’ Best Clubman award twice, its Leading Goalkicker twice, and five The competition will take place during the times finished in the top four of the Best Expo Open Day on Monday 9 September, but and Fairest (seven times in the top 10) Mark, Barry and the target will be on hand in what was a golden era for the club. He in the Expo throughout the Convention for a captained the club in 1986 and continues chat and a bit of target practice. Make sure you to be a respected straight-shooter in his get down, say hello, and have a shot! commentary roles with ABC Radio and Fox Footy’s AFL360.

automotivedealer.com.au | SEPTEMBER 2019 | 30 AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association

AUSTRALIA, ACCORDING TO A GREAT AUSTRALIAN

ne of the greatest living Australians, Sir Peter served his country for nearly half a Sir Peter served as Australia’s Chief of Army General The Honourable Sir Peter century, rising to international prominence from 2000 to 2002, then Chief of the Defence OCosgrove AK MC, will speak on in 1999 when, as Major General Cosgrove, Force from 2002 to 2005 before retiring as a the subject of Australia at the 2019 AADA he served as commander of the international full General. Carsales Luncheon. force in East Timor during the peacekeeping mission as part of the nation’s transition to Subsequently, he accepted positions on several With our country facing challenges on many independence. boards, including QANTAS, Cardno and the fronts, it will be fascinating to hear what the Australian Rugby Union. He was appointed former Governor-General thinks about the The son of a soldier, he attended Waverley by the Queensland Government to lead the current state of the nation and where we are College in Sydney and graduated in 1968 from taskforce rebuilding communities in the going in the future. the Royal Military College, Duntroon. Innisfail region following the devastation caused by Cyclone Larry in 2006. From AADA has had a number of great Australians Early in his military career he fought in 2007 to 2012 he chaired the Council of speak at AADA National Dealer Conventions. Vietnam, commanding a rifle platoon. He was the Australian War Memorial, and served Sir Peter, who officially stepped down as awarded the Military Cross in 1971 for his as Chancellor of the Australian Catholic Governor-General on 28 June, will address the performance and leadership during an assault University from 2010 until early 2014. AADA Carsales Luncheon on Wednesday 11 on enemy positions. September. Sir Peter was named by then-Prime Minister, In 1972 he served as Aide de Camp to Tony Abbott, as Australia’s Governor-General This unmissable function will see one of the Governor-General, Sir Paul Hasluck. He in January 2014, and was created a Knight greatest living Australians speak about a lifetime returned to regimental life as second in of the Order of Australia on 28 March 2014, of service to his country: beginning as a soldier, command of a Company, rising to Adjutant the same day he was sworn in as Governor- graduating through the ranks to eventually then Company Commander in the Army’s 5th General. become head of Australia’s army, then its entire Battalion Royal Australian Regiment (5 RAR) armed forces, through to his time as our head of then 5/7 RAR in Holsworthy, Sydney. Sir Peter is one of the greatest living state. Sir Peter will be the most senior Australian Australians. Universally respected and official ever to attend an AADA National Dealer Subsequent appointments included a period admired for his leadership and humanity, he Convention, let alone speak at one. as a tactics instructor at the Army’s Infantry has had a remarkable journey from young Centre in Singleton, NSW; a year’s study at the soldier to war hero to revered leader to In a military career spanning four decades, United States Marine Corps Staff College in respected statesman. Sir Peter earned medals that include the Quantico, USA; extended periods of duty in Military Cross, National Medal, Centenary the UK and India, and command of 1 RAR. Sir Peter will speak about his work and Medal, Member of the Order of Australia and He was appointed a Member in the Military his country in an address that is sure to be Companion of the Order of Australia. Named Division of the Order of Australia (AM) for his wide-ranging, informative, educational and Australian of the Year in 2001, he has also service in command in 1983-84. engrossing. You do not want to miss this been honoured by New Zealand, Tonga and extraordinary event. Timor-Leste.

31 | SEPTEMBER 2019 | automotivedealer.com.au AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association

DON'T MISS CAVE HERO'S AMAZING TALE

The story of the ‘Wild Boars’ boys football health. His passion for cave diving goes back to team trapped in an underwater cave in the 1980s and has taken him to the corners of Thailand captured the attention of the world the globe in search of new adventures. Dr Richard Harris last year. The world held its collective breath SC OAM as a daring rescue mission was mounted, with He has a professional and voluntary interest Adelaide anaesthetist, Dr Richard Harris SOC in search and rescue operations, establishing OAM, right at the heart of it. the first sump rescue training course in Australasia. By building relationships with knowledge, calmness and medical assessments Dr Harris was holidaying when news broke that emergency services locally, he had been made for a successful evacuation. the boys were trapped in the Tham Luang cave. preparing for such an event. The 2018 He rushed to the site to assess the boys’ health, Thailand Cave Rescue was an opportunity to AADA invites you to hear this remarkable staying with them for three days and earning put this training to work. story of heroism from the man himself at the respect and admiration of the entire world. the 2019 AADA MotorOne Breakfast on British divers on the scene requested his help Wednesday 11 September. An expert inADM_Advert_127hx180w_ART.pdf cave rescues, Dr Harris has 1 17/07/2019in the rescue, 11:48:31 as did AMthe Thai government. His expertise in diving, wilderness and remote area AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association AADA 2019 PANEL SESSIONS

The AADA have assembled 4 engaging panels of experts in franchise law, gender diversity in automotive, finance and insurance, and return on investment, to discuss the current state, changes and future prospects in these important areas. These sessions are essential viewing for dealers wanting to understand the challenges and opportunities in these crucial facets of dealership operations. THE NEW AUTOMOTIVE CODE OF CONDUCT: ALL YOU NEED TO KNOW

fter a long campaign for an industry- specific Automotive Code of Conduct, Aboth sides of politics last year agreed to introduce one.

The ‘one size fits all’ Franchising Code that covers everything from Jim’s Mowing to 7-Eleven has never suited the automotive Evan Stents Maria Townsend James Sturgess David Blackhall Andy Koblenz industry. Vehicle manufacturers have had all the HWL Ebsworth HWL Ebsworth Macpherson Panel Host NADA power in negotiations, and most Dealers have Lawyers Lawyers Kelley not been covered by the ‘unfair contract terms’ provisions in the Australian Consumer Law. There are already existing laws that address highly competitive market for vehicle sales The extent of the imbalance of power between unconscionable conduct and conduct lacking and the dynamic nature of the market motor vehicle manufacturers and motor vehicle in good faith. The fact that such laws exist, itself Dealers has left Dealers highly vulnerable to yet Dealers are still being ‘legally’ exploited, • eliminate specific exploitative behaviours some manufacturers’ demands, given the scale reinforces the need for a Dealer-specific of manufacturers that persist under the of the investment Dealers make in acquiring, industry code. current regulatory framework, and maintaining and growing their businesses. The purpose of a specific industry code is to • protect consumers. The need for a specific industry code in the create minimum standards of conduct that: In this session David Blackhall will host a retail new motor vehicle industry is not to make • are binding on manufacturers and Dealers panel of industry experts to discuss what an Dealers and manufacturers ‘equal’. It is also not • are simple to regulate and enforce Automotive Code of Conduct might look like to address conduct that might be considered and what the ramifications will be for Dealers. unconscionable or lacking in good faith. • restore Dealers’ confidence in investing in their dealerships, notwithstanding the

33 | SEPTEMBER 2019 | automotivedealer.com.au David will be joined by: Counsel for Industry Affairs, representing their duties, strategy and performance in the interests of franchised automobile their business. Maria Townsend, HWL Ebsworth Lawyers Dealers in policy, operational and other discussions with vehicle manufacturers. James grew up in Dealer land. The first Maria is a highly-experienced corporate six years of his life were literally spent in a and commercial lawyer specialising in the Evan Stents, HWL Ebsworth Lawyers small country dealership in rural Victoria, automotive industry for more than 20 years. She where the family home was the dealership provides advice to major automotive Dealers Evan is considered one of the leading premises. His father was a Holden, BMW and Dealer councils across Australia on various automotive industry lawyers in Australia. He and SAAB Dealer over several decades and operational legal issues, corporate compliance, has acted for OEMs, component producers, served on the Holden Dealer Council during restructures and business succession. In automotive service providers, automotive the 70s and 80s. particular, Maria is one of the most experienced Dealers, automotive after-market suppliers and sought-after legal advisors on sales and and a number of automotive industry group This expert panel will discuss what an ideal acquisitions of dealerships, businesses and associations. ‘Dealer Code’ would look like, including properties, refinances and negotiations with minimum standards of conduct, minimum lenders and OEMs. Evan regularly speaks at industry tenure periods including a renewal option conferences and writes in industry journals. commensurate with the level of investment Andy Koblenz, NADA In recent times Evan has also been a strong required in the particular dealership and advocate for an industry code of conduct renewal options. Andy is NADA's Executive Vice President of protecting the rights and interests of Legal and Regulatory Affairs, and General automotive Dealers. Other issues include a protocol for the Counsel. He supervises a staff of attorneys termination of Dealer agreements, such as who specialise in franchise and state law, James Sturgess, Macpherson Kelly a requirement for manufacturers to buy corporate law and federal regulatory affairs. back, at an agreed and fair price, Dealers’ James’ commercial acumen is regularly inventory of new and demonstrator vehicles, Prior to his current position, Andy was Vice called upon in major acquisitions, parts and tools required to have been President of NADA Industry Affairs from mediations, disputes, planning and strategy purchased by Dealers. June 2001 to February 2006, directing the by clients and within the firm. activities of NADA's Industry Relations and There is a huge range of these matters to James' experience with motor Dealers Industry Analysis departments as well as cover to ensure Dealers get the Franchise is deep and broad, particularly in the the association's American Truck Dealers Code they deserve. This affects every Melbourne Metro area. James also has wide (ATD) division. franchised automotive Dealer in the experience working closely with Managing country, so you don’t want to miss what will Previously he served for two years as Directors and senior management regarding be an incredibly informative and thought- NADA's Executive Director and Special provoking session. automotivedealer.com.au | SEPTEMBER 2019 | 34 AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association GENDER DIVERSITY IN DEALERSHIPS

omen influence more than 80 percent of new car purchase decisions, yet Wwhen they walk into a dealership showroom they are rarely greeted by another woman.

Research abroad shows that organisations with more inclusive cultures achieve better business Edwina Gilbert Rebecca Frizelle Stefanee Lovett Raelene Murphy Andrea Culligan outcomes and will be better positioned to thrive Phil Gilbert Frizelle Sunshine Mercurius Stillwell Motor Panel Host in the new world of business. Motor Group Automotive Consulting Group

Diversity in the workplace must start from the Due to her passion and experience for enforcement, aged care, manufacturing and top. The behaviour of an inclusive leader makes entrepreneurship and start-ups, Andrea has emerging technologies. up to 70 percent difference in how an individual advised and mentored numerous specialists feels in the workplace, resulting in increased and businesses along the way. From creating Rebecca Frizelle is Chief Operating Officer productivity, greater innovation and idea the Inspiring Rare Birds brand, to mentorship of Frizelle Prestige and a key shareholder generation, and better collaboration – ultimately for the SheStarts and Blue Chilli accelerator at Frizelle Sunshine Automotive and Peter a team that performs better. programs, she has been dedicated personally Warren Automotive. In 2014, she was appointed to the Board of the Gold Coast One key aspect of diversity that has been at and professionally to sharing her experience and connecting those where they need it. Titans and became the first female Chair in the the forefront of recent conversations is gender NRL code. She stepped down from the role in equality, and the automotive industry has been Part of the second generation of the multi- September 2017 to pursue a personal stake in part of that discussion globally. For a number of franchised Phil Gilbert Motor Group family, the club. years, Deloitte has been working to address the Edwina Gilbert lives the ‘Phil Says’ values – 13 gender gap in the global automotive industry. guidelines that focus on guest-centric activities, Rebecca is a Director of Sunland Group Ltd, building retention and loyalty. a Director of the Griffith University Advisory Women represent an untapped, under-utilised Board, Audi Australia Foundation Board, St workforce highly capable of helping automotive The Group focuses on being innovative in a Hilda's School Foundation and a Member of companies seize a competitive advantage. heavily structured franchised environment in the AICD. Known for her strong advocacy for This panel will celebrate the leading and most order to differentiate its offering for staff and the City of Gold Coast, she is also one of the influential women working in the automotive guests. Edwina has participated in sub-committees largest employers there, with more than 800 industry in Australia. Hosted by Deloitte’s Andrea for the Toyota brand and has participated in the people now under the Frizelle Sunshine group. Cullighan, we will hear their stories and explore Hyundai National Dealer Council. She is also a She’s a proud mother of three and a loyal their views on the recruitment, retention and non-executive Director of Carsales. She is keen to supporter of women in leadership roles. advancement of women working in automotive, advance the initiatives of balancing the workforce in the automotive industry. Raelene Murphy is a professional Non- and understand where they see the opportunities Executive Director on a number of private for improvement across the industry. Political and Public Policy Specialist, Stefanee and ASX 200-listed company boards across a Over the past 20 years Andrea has built, sold and Lovett, capitalises on her more than 20 years’ number of industries, including the Stillwell grown businesses in addition to consulting to experience in public and corporate affairs. Motor Group, Bega Cheese Limited, Altium fast growth emerging businesses and established Limited, Service Stream Limited, Integral In an often-complex and challenging Diagnostics and Cleanseas Limited. iconic organisations. environment, Stefanee’s ability to quickly distil Building 5 businesses in Australia and 2 in issues and provide strategic advice is highly valued Prior to embarking on a career as a Non- Canada, 4 of those reaching multimillion dollars by some of Australia’s most recognised brands and Executive Director, she was Managing along with 2 exits, she has been working in the peak bodies. Director of Korda Mentha Corporate Turnaround and was also a partner in a top entrepreneurial and start-up community since Stefanee is a recognised specialist with a proven 2000. She has identified new markets, created tier accounting firm. For around seven years record in regulatory change and reform and she was CEO of the Delta Group, a leading international alignments and JVs, built long business-related approvals, particularly foreign standing teams and launched new businesses. national civil engineering firm, where she investment transactions. With a unique led a successful transformation in a male- Andrea was awarded the NSW Telstra Young background in the public sector (anti-trust/ dominated culture. Raelene has a track record Businesswoman of the Year in 2009, the NSW competition regulator), private sector (peak of creating shareholder value in a sustainable Telstra Small Business of the Year (2009) and has bodies) and politics (staffing), Stefanee has and well-governed environment. been listed on the BRW Fast 100 list along with extensive experience across a range of sectors numerous other industry and business awards. including automotive, health, defence, ICT, Gender diversity is far from tokenism; it is a financial services, resources, agriculture, law smart move forward into the reality of 2020 35 | SEPTEMBER 2019 | automotivedealer.com.au and beyond. Make sure you’re not left behind. AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association PREPARE YOURSELF FOR F&I CHANGES

o area of dealership operations has come Nunder more scrutiny in recent years than the F&I department. On the back of investigations by ASIC and the ACCC, Dealers now face John Chandler Peter Jones Phil Waugh the prospect of changes to Chris Mandile Michael Winter Malcolm Tilbrook Toyota Financial Nissan Financial Westpac Banking point of sale exemptions. Panel Host Allianz Australia Eric Insurance Services Services Corporation To help prepare you for the shifting landscape, the industry panel motor Dealers, manufacturers and financiers John Chandler is the President and CEO of will discuss the ramifications of these as well as direct to consumers. Toyota Finance Australia, joining TFA in 2006 developments and outline what you need to as Vice President of Services. John assumed do to ensure this vital income stream retains a Malcolm Tilbrook is the CEO of Eric leadership of the business in 2009 and has healthy bottom line in the years to come. Insurance Ltd, a specialty general insurer since guided the company through a period of in the automotive retail insurance space. expansion. Panel host, Chris Mandile, is a Director of Eric was formed following the acquisition Deloitte Motor Industry Services. He has over of Swann Insurance by Avea Insurance, John has driven change and innovation within 17 years’ automotive experience, working before establishing the Eric brand from this the TFA businesses, implementing new systems, across both Honda and Nissan, where he held transaction in 2016/17. finding efficiencies and improving compliance. senior leadership roles across Sales, Marketing, Franchise Development, Supply Chain, Malcolm has had a distinguished career in John has been a driving force behind the Financial Services, Training and After-sales, Financial Services and has deep experience strengthening and deepening of co-operation Service Operations. in and a passion for the Automotive Dealer between TFA, TMCA and the Toyota Dealer Financial Services industry. network to ensure the Toyota brand retains its Chris has also led a training division and is a position as Australia’s best-selling automotive skilled trainer and facilitator. He is experienced Malcolm commenced his role as CEO of Eric brand for the 14th consecutive year. in facilitating Dealer groups, C-Suite executive in April 2017, having previously been CEO coaching, leadership development and of Esanda Finance Ltd which, prior to the Toyota Finance Australia Limited commenced operational programs. sale of Esanda to Macquarie Bank, was the operations in 1982. Today the company is leading automotive financier in the Australian an Australia-wide business with over 700 Most recently, Chris has been working with marketplace. employees and is recognised as one of the both dealerships and OEMs on a number of nation’s leading financiers, with net receivables projects across marketing, sales, after-sales, Malcolm has a strong connectivity with the exceeding $14.5 billion. The company’s credit and helping navigate through the recent Dealer network and has been a significant ratings for medium-term notes are AA- changes to F&I. contributor to the discussion and policy (Standard and Poor’s) and Aa3 (Moody’s). development of the sale of add-on insurance Chris has also been involved in reviewing the within the Insurance Industry, the Dealer Phil Waugh is the National Manager for franchise model with a number of OEMs, network and the regulators. Auto Finance with St George Bank & Bank with modelling current and future state of Melbourne under the Westpac Banking opportunities. Peter Jones, Managing Director, Nissan Corporation Business Bank’s Specialist Finance Financial Services Australia & New Zealand, Team. Michael Winter is the Chief General Manager, has over 30 years’ experience within the Retail Distribution, with Allianz Australia. He Australian automotive sector, including The former Australia rugby union has over 20 years’ experience in the General across the Toyota and Nissan brands. NFSA’s representative now leads a large national Insurance industry, with 15 years directly portfolio has assets totalling around $6 billion, team providing retail consumer auto loans, relating to the financial institutions and the and provides support for automotive Dealer retail business auto loans, novated leasing distribution of General and Life insurance operations in Australia and New Zealand. and floorplan business lending to motor products. dealers. Phil’s team also partners with and Peter is also the Managing Director of Nissan provides business solutions with world leading Retail Distribution focuses on the sales Australia’s Casting Plant based in Dandenong automotive manufacturers. and distribution of personal insurance, e.g. South, Victoria, and is a member of the Board Home, Motor, Marine Pleasure Craft and of Directors of Nissan Australia and other This experienced and knowledgeable panel Life, together with small business insurances, associated Nissan companies in both Australia will guide you through the potential traps through Allianz’ financial institution partners, and New Zealand. and pitfalls F&I departments face in the new paradigm. This is a must-attend session.

automotivedealer.com.au | SEPTEMBER 2019 | 36 AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association MAXIMISING ROI IN TOUGH TIMES

ow does today’s automotive retailer remain profitable and viable? In 2018, Hthe Australian retail automotive industry recorded its least profitable year. The profit dynamics have shifted and we need to find better ways to serve our customers, retain gross profit and reduce costs. Debbie Clark Graeme Stewart Wade von Bibra Dale McCauley Mark Woelders Is today’s business and operating model Nepean Motor Gasmak Motor von Bibra Motor Panel Host Motorama Group still the best way to maximise your ROI? Group Group Group Automotive retailers today are faced with many challenges putting downward pressure Western Sydney’s biggest group dealerships. Graeme firmly believes that while the on profit: gross margin compression, inventory Starting in the industry in 1983, Debbie has automotive industry is presently dealing with management, regulatory changes impacting seen a lot of change over the years. Debbie unprecedented change, it is in fact the Dealers’ finance and insurance, and target-based became a Dealer Principal in 2000 and in 2016 ability to change and evolve, as they have done incentives. With a lower ROI, the time has was also appointed Chair of the NSW Nissan for in excess of 100 years, that will ensure come to look for new efficiencies and better Dealer Council and National Chairperson dealerships will not only remain relevant to ways. for the National Nissan Dealer Council, two consumers, but will thrive into the future while positions she currently holds. adapting to changing market conditions. This panel will outline the essential foundations for a healthy return on Graeme Stewart is a career automotive person, Wade von Bibra is the Managing Director investment. Without solid foundations it will having spent the past 39 years dedicated to of von Bibra Auto Village. The dealership be difficult to remain profitable in 2020 and advancement within our industry. group, based on the Gold Coast and with four beyond. locations, represents 11 brands. The operation At 16 years of age he commenced pre- also owns 19 Thrifty retail franchises across AADA has brought together four Dealers, apprenticeship training and joined the South East Queensland and Northern NSW, each of whom has businesses with multiple workforce as an apprentice technician late in and runs approximately 2,500 cars in this fleet. locations but is not a public company. They 1979. After completing his training he left the The entire group has an approximate annual know what it takes to get to the bottom line. workshop at the end of 1982 for the showroom turnover of $500 million and employs more sales floor. With a zest to achieve, within three than 500 staff. Chairing the panel is Dale McCauley. Dale years he had been appointed Sales Manager of leads Deloitte’s National Motor Industry an iconic Sydney Holden dealership. Wade is a third-generation family car Dealer, Services practice and has over 21 years’ having worked through all aspects of the experience within the automotive industry. To advance his opportunities Graeme studied operation, and has been Managing Director of He works alongside retail motor Dealers, Accountancy, Business Law and Marketing. the group for the past 4½years. manufacturers, financiers and legal advisors In 1994 Graeme took the reins as General within the motor industry, providing specialist Manager of a Toyota and Hino dealership Motorama Managing Director, Mark services ranging from benchmarking, in Western Sydney. While building that Woelders, grew up in Brisbane, always in and performance improvement, specialist coaching business to greater prosperity via profit share around the family car business. Mark has a and talent development programs. arrangements, he grew his financial base in Certificate in Management from Northwood order to secure his own dealership. University in Michigan, as well as a Masters He’s dedicated his career to pioneering the of Business and a Diploma of Australian automotive industry’s most comprehensive At the beginning of 2003, Graeme acquired Company of Directors. set of financial, operational and management Brighton Toyota and Lexus of Brighton. After tools and team of industry experts. His key relocating to Melbourne and pushing his Mark began his career in 1989, as a first-year achievements include the development of business hard in the ensuing years, he became apprentice at Motorama Toyota Moorooka. Profit Focus industry benchmarks and the first at that time the largest single site retailer of From there, over a 15-year period, he worked motor industry CRM benchmarks. Toyota and Lexus products. With an eye to through most roles in the dealership, including future expansion, further investments in DP/General Manager at Motorama Holden Dale also leads the Deloitte Dealer Services dealerships were made in 2012, 15, 16, 17 and Springwood. Mark was appointed to the role Global Centre of Excellence, working closely 18, with his group now representing 10 OEM of Managing Director of the Motorama Group with his colleagues in the US, Germany and brands across 17 sites in Australia and New in 2007. Japan to help shape the automotive industry Zealand. to cope with the rapid rate of change with These are Dealers, just like you, who have new retail format and enhanced customer Graeme’s passion for the advancement of the reaped the rewards of investing in their experiences. industry has continued, through the generous businesses and themselves. In these difficult commitment of his time and knowledge via times, this expert panel will provide you with Debbie Clark is currently a Director & Dealer specific OEM working committees, Dealer real solutions to improve your bottom line. Principal of Nepean Motor Group, one of Council representation and the AADA. AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association

AADA BUSINESS WORKSHOPS SUCCESSION PLAN OR SELL?

o you build towards a succession plan for Finally, he will look at all your internal and the next generation or do you sell now? external capabilities and how to maximise these DThat is the question more and more for best outcomes. Mark Westcott Dealers will be asking themselves as we head The Strategic towards 2020 and beyond. Mark has over 35 years’ industry experience Evolution specialising in estate planning, business In this interactive presentation, Mark Westcott succession strategies and concepts for enhanced will challenge you to consider your three- personal productivity. year business vision, examining the dangers, planning process – ‘The Peace of Mind Plan’, opportunities and current strengths applicable He has presented at numerous Dealer which he has facilitated for more than 24 to both outcomes. ‘comparison meetings’ organised by the years. More recently, he has developed ‘The factories, Martec, Horwath and Deloitte groups, 90-Minute Exit Strategy’ to quickly help motor Mark will discuss how to maximise your and has attended numerous NADA conferences Dealers plan for the next important stage of current position, as well as looking at who can to ensure his relevance within the motor their careers. help you with your transition plans – delegation industry. strategies within your organisation to maximise This session is a must if you are still on the your time on the important things. Mark created a unique estate and succession fence or don’t know how to determine your succession plan or the future of your business. SERVICE DEPARTMENT: THE MISSING MILLIONS

he service department is more important to both automotive distributors and retail than ever for Dealers’ profitability and Dealer groups throughout Australia. Tviability. As the front end volumes stay John Startari flat and margins continue to decline, it’s time He offers strategic, advisory and consulting Deloitte Motor we turned our attention to the back end to services to automotive brands in Australia and Industry Services maximise its potential. New Zealand.

Each day we let millions of dollars pass us by Prior to joining Deloitte, John worked for and walk out the door. There are some simple several automotive brands as Managing focused. He has operational experience in ways to find efficiencies everywhere. Director for Australia and New Zealand over a automotive sales, after-sales and marketing, as period of 13 years. well as information technology systems. John Startari, Partner, Deloitte Motor Industry Services, is a senior executive with 31 years’ He is experienced in dealing with diverse Through all this experience John has developed automotive experience across all facets of the cultures across Asia, Europe and Oceania, a passion for efficiency and frustration at the motor industry, including retail, wholesale and and has developed an innovative approach missed opportunities he has seen slip through professional services. to business, focusing on process efficiencies, Dealers’ fingers. He is determined to ensure human capital and financial management. Dealers don’t repeat the mistakes he has seen, John has worked with Deloitte since 2015, and will share with you his recipe for capturing specialising in consulting and advisory services John places great emphasis on being customer- those lost millions.

automotivedealer.com.au | SEPTEMBER 2019 | 38 AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association CONNECTING A MULTI-GENERATIONAL WORKFORCE

ealerships are often family businesses curiosity and wisdom of older generations can with multiple generations involved, be connected to add value to your workplace Dand even those that aren’t will usually through innovative thinking and problem- involve a mix of generations, from Boomers to solving together. Gen X to Millennials to whatever comes next. Lisa is an expert in customer engagement, life In this workshop Lisa Fogarty, Founder & cycle management, selling, strategy, innovation, Director, Performance Circle, and Kelly presentation skills and relationship building, Lisa Fogarty Kelly McAuliffe McAullife, Innovation and Engagement and has experience in a variety of industries Performance Performance Strategist, Performance Circle, will look at the including automotive, retail, banking, finance Circle Circle generational differences and their needs and and insurance. expectations. Kelly's passion to connect the unconnected has Kelly specialises in Organisational Change. been instrumental in connecting thousands of The challenge for any workforce is to work out An international award-winning Innovation members. These connections have provided effective ways to connect the different age gaps and Engagement Strategist, she has 22 years’ a voice to many, fostering collaboration and and accommodate the needs of all whilst still policing experience, during which time she creative thinking and demonstrating the true delivering a valuable service to their customers. performed a range of roles including general value to be gained when you connect and duties police officer, detective investigator, engage multiple generations. This workshop will provide simple workplace training facilitator and project officer. strategies for connection whereby the youthful USED CARS - STRUCTURING YOUR DEALERSHIP TO EFFECTIVELY MEET THE NEEDS OF TODAY’S CONSUMER

sed cars are an undervalued profit practice steps to help you set up your used centre for dealerships, and they car department as the valuable, sustaining Ushouldn’t be. In this workshop you revenue-driver that it should be. Ren Blanning will learn about driving profitability in 2020 Carsales.com Ltd. and beyond, and how to evolve your business Ren Blanning is a successful businesswoman from the outcome-focused lagging indicator with 21 years of experience in the automotive retailing of yesterday, to activity-centric industry. Joining carsales in 2013, Ren is management that effectively meets the needs committed to developing practical strategies to help Dealers bridge the widening gap of today’s consumer. well as national roles in OEM and financial between consumer buying behaviour and the services. Her engaging, thought-provoking What are the critical metrics, leading traditional retail operations model. We don’t presentation is sure to provide you with ideas indicators, resourcing and activity that will have to do it the way we’ve always done it! and strategies to implement in your used car set your used car operation up for success? department to ensure you are getting the most This workshop will take you through the best Prior to carsales, Ren has held senior management positions in dealerships, as out of this vital area of income generation.

39 | SEPTEMBER 2019 | automotivedealer.com.au AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association TIME VALUE OF MONEY FOR USED CARS

ime is the critical factor in the success how the best use of the passing of time of the used vehicle department – time contributes to used sales success. Tto prepare for sale, time to market the Rohan Meyer At the end of the session attendees will have vehicle, time to sell the vehicle and time to KPMG Enterprise deliver the vehicle. a checklist of the key factors to running a successful modern used vehicle operation This session links success in used vehicles and a plan on how to identify actions and to the time value of money, and how the activities to achieve best practice. best dealerships understand and utilise this concept to ensure their success. Rohan will teach participants to: • identify financial drivers of a successful used vehicle department and improve • apply the concepts and strategies of Rohan Meyer is a Senior Manager in KPMG vehicle management from acquisition effective return on investment, the Enterprise, Motor Industry Services Team. to delivery processes. He specialises in consulting and training, passage of time, and gross profit, to with extensive Dealer group experience. improve profitability in the department Rohan will explain the time value of He has provided a large range of consulting money and how this concept is critical • implement fundamentals of the used and training services to both dealership and to used vehicle success. He will highlight car department, from acquisition OEM clients. performance of best practice dealerships through preparing for sale, marketing in relation to used vehicles and present (and the internet) and the sale of the In this workshop he shows how time affects questions for participants to consider in vehicle, and volume, gross profit and net profit – and their operations. DRIVING F&I EXCELLENCE IN 2020

ith dealership F&I departments and Dealership Retail, both internationally and coming under a lot of scrutiny over in Australia. His OEM career covered Ford Wthe past couple of years and more Australia and Renault Australia in a variety of change mooted, maximising return in this escalating Sales and Marketing roles. His retail area is harder than ever. dealership experience has covered brands including Toyota, Massey-Ferguson, Yamaha, In this workshop, Ian McLean, General Volvo, Ford, Mitsubishi, Holden and Jaguar Manager of Performance Consulting, Op2ma, Land Rover. Ann Cawkwell Ian McLean will be joined by Ann Cawkwell, National Op2ma Op2ma Manager Dealer Solutions, Op2ma, to pass on In his role as General Manager of Op2ma the benefits of their experience to help your Performance Consulting, current clients F&I department shine in 2020 and beyond. include Volkswagen, Harley-Davidson, Nissan, management coach. Ann is now responsible Mitsubishi, Toyota, Volvo, Hyundai, Holden for Op2ma’s Dealer Solutions business which Op2ma has the largest industry data pool on NZ, Jaguar Land-Rover Asia Pacific. includes F&I. finance and insurance transactions in Australia and by leveraging the big data value, they Ann has more than 20 years of experience The session will focus on: can show dealers a roadmap to success. This in the automotive industry, having worked 1. F&I – Pre Purchase; workshop will focus on the three key areas in sales, aftermarket and finally finding her of F&I that dealers should be considering forte in Finance and Insurance where she has 2. Purchase; as preparation for the “2020 dealership”. received numerous awards from Financiers Participants will be encouraged to assess and Insurance providers. 3. Post Purchase. themselves against best practice, consider process enhancements and identify simple With more than 13 years’ experience in This session blends current market intelligence strategies to prepare themselves for 2020. selling F&I, she moved into training and and data with practical actions allowing coaching with Toyota Financial Services before participants to understand the changes they Ian’s automotive career spans more than 30 joining Op2ma as a trainer and performance need to make to be ready for the future. years covering OEMs, Automotive Financer

automotivedealer.com.au | SEPTEMBER 2019 | 40 AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association CREATE A WINNING DIGITAL PLATFORM

his workshop will share some Many Dealers still struggle with digital best practice stories from leading marketing. They wonder how much of Tdealerships in Australia and major their budget should be spent on Google, Chris Smith international markets to help attendees Facebook, third party review websites and Cox Automotive create their own winning digital marketing local media websites. What are the best strategies, using inventory, websites and strategies to bring in the most viewers digital advertising. to your online storefront? How can you leverage and promote your inventory, brand, Chris Smith, Associate Vice President, specials and service department, track leading automotive, action sports, lifestyle Enterprise Media Solutions, Cox performance and sell more vehicles? and music publishing companies working Automotive, will share research gathered for NBC, CBS, Surfer Magazine, Cox by Cox Automotive companies around Backed by real-world data, this workshop Automotive and Dealer.com. Today Mr. the globe, to illustrate how Dealers can will demonstrate how the combination of Smith oversees OEM Dealer advertising effectively use their own vehicle inventory process, technology, marketing expertise strategy and Dealer marketing strategy and website, third party websites and best and attitude can put your dealership on the for the Media Solutions groups at Cox practice digital advertising to efficiently path of improved performance. Automotive US and Dealer.com and engage and convert potential buyers into is responsible for delivering qualified customers. Chris Smith has built a strong track record advertising programs for clients on the as an entrepreneur and sales leader for industry’s leading automotive media and marketing platform. WHAT ARE CUSTOMERS REALLY SEEING BEFORE THEY GET TO YOUR SHOWROOM?

he retail automotive business is such and 49 percent said they felt tricked into a competitive marketplace. We’re all buying features they didn’t need. Tselling the same or similar products, Richard Dicello When asked by Autotrader to rate their so what are the factors that make customers Gumtree Australia choose one dealership over another? satisfaction on a scale of 1-10, 81 percent of car buyers gave the test-driving process Customers do most of their research before an 8-10 rating. However, satisfaction ever setting foot in a dealership – the key declined to 67 percent when interactions for Dealers is to make sure that dealership with the F&I department were factored The session will also identify key areas of is theirs! in. Of the three-hours average time spent influence that matter most to real Australian at the dealership during the purchase car purchasers — before, during and after a The 2016 Beepi Consumer Automotive process, more than half of that time is spent sale has been made — and offer suggestions Index revealed that 52 percent of car negotiating or doing paperwork, resulting in on how to best align consumer and dealer shoppers feel anxious or uncomfortable at a 56 percent satisfaction rate for the process. priorities every step of the way. dealerships. Millennials lead the pack in their dislike, with 56 percent saying they’d This session will provide Dealers with Richard Dicello joined Gumtree this year rather clean their homes than negotiate with the information they’ve been waiting with over 20 years of diverse automotive a car Dealer. for regarding the consumer mindset. By industry experience in Australia. showcasing recent data Dealers will get Amongst Generation X, 24 percent said answers to the burning questions they’ve He is a passionate advocate for ensuring they’d rather have a root canal than get into been asking, such as why purchasers go with digital innovation is at the core of building a car negotiation. Among millennial women, one Dealer over another. resilient local automotive industry. 62 percent feel pressured to buy right away

41 | SEPTEMBER 2019 | automotivedealer.com.au AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association HOW EMPLOYEE TURNOVER IS KILLING YOUR PROFIT

etention is vital to the profitability of how it impacts their profitability. Attendees dealerships. This workshop will cover will recognise the areas of the dealership that Rthe critical areas of talent management, should be scrutinised in order to adapt to the how retention will make or break your changing nature of the Australian workforce, profits, and share best practice in building a including the integration and influence of successful future for your dealership. technologies and policies that dramatically change our human capital structures. Drawing on details of the changing nature Laura Pestell Jeremy Fultheim of our workforce and studies conducted by Attendees will leave the session with the tools KPMG KPMG KPMG, presenters Laura Pestell (L&OD) needed to properly assess their business, plan and Jeremy Fultheim (Manager, People and for the immediate future, and develop long- Change) will outline operational triggers, and term strategies to build for their dealership a They will address leadership challenges, people development strategies at every stage of culture of innovation and loyalty. highlight common issues and pitfalls the talent lifecycle, to increase talent retention, experienced by the automotive industry, which is a key component to being a high Laura and Jeremy will draw on best practice explain why we so often see high turnover, performing dealership. knowledge, examples and case studies to show and uncover steps forward in breaking the the depth and impact of issues on employees, retention issue cycle and building the right Attendees will learn the linkages between covering current and growing trends and culture. the cost of turnover in their business and outlining the changing nature of work for Australian businesses. THE EVOLUTION OF MOBILITY – GLOBAL TRENDS AND WHAT IT MEANS FOR AUSTRALIAN DEALERS

sing research from Cox Automotive For that reason, the next phase of the around the globe, the workshop will workshop examines Dealer attitudes about Ushare some of the most in-depth the changing mobility landscape and their Mathew McAuley research into mobility that has been carried thoughts on how it impacts their current and Cox Automotive out. future business.

The workshop will take a look at how The third phase of the workshop looks at consumer acceptance of ride-hailing, car- the third market research study, which ties sharing, car subscription and autonomous everything together, and will explore the Mathew has been at the forefront of the vehicles has changed over the last two to three predictions Cox Automotive has made and the changing automotive landscape. Working for years. The initial phase of research reveals impacts on Dealer business. brands such as Porsche and Peugeot prior to that consumers are changing how they view joining Manheim, one of Cox Automotive’s vehicle ownership, and that fewer consumers Mathew McCauley, Cox Automotive’s Director of Marketing & Communications, will many brands, he has led national and than before think of ownership as a necessity international marketing, public relations, for getting around. This finding can be a scary conduct the workshop. Mathew has more than 25 years’ experience in automotive marketing communications, events and sponsorship thought, especially for those whose livelihoods campaigns. depend on the traditional model of ownership. and communications, gained in several senior positions with OEMs and Cox Automotive. automotivedealer.com.au | SEPTEMBER 2019 | 42 AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association MAXIMISING YOUR FIXED OPERATIONS SALES AND SYSTEMS

he parts and service departments of and attract new customers and sales is a skill any dealership are crucial revenue anyone can learn. And we have just the man to Tgeneration streams. Maximising fixed teach it to you. Scott Stein operations income should be a priority for The Learning any Dealer. Scott Stein has worked with thousands of Difference leaders from across the world helping them Dealers are all selling the same or similar become better leaders by fast tracking their products, where you can stand out from your thinking and their approach with their people. competitors and improve your bottom line He has a master’s degree in Communication, activities as well as working directly with DPs is in how you turn your new car sale into a wrote his thesis on Teams and is also an and their management teams. customer for life. If you can convert that new international recognised Certified Speaking car buyer into someone who continues to Professional (CSP). To date he has been in over 500 dealerships bring their car back to you for servicing, who across Australia, Asia Pacific and the United buys tyres, parts, and accessories from you, Although he has worked in numerous States and uses these insights to share practical you will notice the difference in revenue, and industries, he has focused on the automotive strategies that leaders can take to get more thus, profit. industry for the past 20 years and been done in a smarter way. He is the author of involved in international automotive five books including his recent book being The good news is that building efficient manufacturer roll-outs and Dealer group published by Wiley: Leadership Hacks: Clever systems that ensure a regular flow of work Strategies to Boost Your Impact & Results. REMOVING FRICTION: BECOMING A CONSUMER-CENTRIC DEALERSHIP

oday’s savvy car buyer expects on the automotive industry, working with more from businesses, and Dealers marketers, agencies and dealerships to achieve Tdelivering on these high expectations measurable business outcomes across the are reaping the benefits. How can Dealers Facebook platforms. delight prospects and customers across digital touchpoints before they step foot in Well versed in the changing landscape of the a dealership? How can Dealers deliver more automotive industry, Ted partners closely with personalised value to customers in the digital clients to maximise marketing effectiveness Ted Bergeron Paul Balbo Joe Perkins environment? through mobile first content, media and Facebook Facebook Facebook measurement strategies. In this session, Facebook’s Automotive team Australia, has provided Paul with a frontline will explore smarter, simplified marketing Ted will be joined by Paul Balbo and Joe understanding of the constant challenges the techniques to improve dealership relevance Perkins, Facebook Client Partners for the industry is facing. with today’s connected consumer. The team Australian and New Zealand automotive will deep dive on new technology and platform industries. Paul and Joe work alongside Paul combines his auto background in solutions, specialised partners and success both country’s top auto brands, agencies and retail and brand with continuous Facebook stories from across Australia that are proven to dealerships to achieve measurable business learnings to help marketers tap into the world deliver on the dealership bottom line. outcomes across the Facebook family of apps of mobile customers. and services. Ted Bergeron, Head of Automotive, These three experts are sure to provide a Australia & New Zealand, Facebook and His previous management role, running GM wealth of knowledge to help your dealership Instagram, leads Facebook’s team focused Holden’s Media and Brand Partnerships for become more consumer-centric.

43 | SEPTEMBER 2019 | automotivedealer.com.au AADA 2019 NATIONAL DEALER CONVENTION & EXPO FEATURE Australian Automotive Dealer Association

AADA 2019 NATIONAL DEALER CONVENTION & EXPO SCHEDULE

Open Day Monday 09 September Day 02 Wednesday 11 September Time / Location Title 7:00AM AADA MotorOne Breakfast AADA Central Guest: Dr Richard Harris SC OAM 1:30PM - 7:30PM AADA Expo Open Day Expo 9:00AM AADA Business Workshops (concurrent) 7:00PM -8:30PM AADA Sales Team Event: Workshop Room 1 Workshop 5 - Time value of money for used cars AADA Central Influencing customers today, in 2020 + Beyond Speaker: Rohan Meyer Speaker: Simon Bowkett Workshop Room 2 Workshop 6 - Driving F&I excellence in 2020 7.30PM AADA Expo Open Day Closes Speakers: Ann Cawkwell & Ian McLean Workshop Room 3 Workshop 7 - Create a winning digital platform using Tuesday 10 September inventory, websites & digital advertising Day 01 Speaker: Chris Smith 7:00AM AADA Auto-IT Opening Breakfast Workshop Room 4 Workshop 8 - What are customers really seeing before AADA Central Guests: The Hon. Adem Somyurek MLC, Minister for Local (Clarendon D & E) they get to your showroom? Government & Small Business and Sir Murray Rivers (Bryan Speaker: Richard Dicello Dawe) 10:30AM AADA Business Workshops (concurrent) 9:30AM AADA General Session Workshop Room 1 Workshop 9 - How employee turnover is killing your AADA Central AADA Opening Statement profit & how to break the cycle Speaker: James Voortman, AADA CEO Speakers: Laura Pestell & Jeremy Fultheim AADA Central Disruption: Revolution or Evolution Workshop Room 2 Workshop 10 - The evolution of mobility: Global trends Speaker: Andy Koblenz, EVP Legal & Regulatory Affairs, & and what it means for Australian dealers General Counsel, NADA Speaker: Mathew McAuley AADA Central Industry Panel: The Franchise Code and what it means Workshop Room 3 Workshop 11 - Maximising your fixed operations for Franchised Dealers sales & systems Host: David Blackhall, AADA Speaker: Scott Stein Panel: Evan Stents, Maria Townsend, Andy Koblenz, James Sturgess Workshop Room 4 Workshop 12 - Removing friction: Becoming a (Clarendon D & E) consumer-centric dealership AADA Central Industry Panel: Gender Diversity in Dealerships Speakers: Ted Bergeron, Paul Balbo & Joe Perkins Host: Andrea Culligan, Deloitte Panel: Edwina Gilbert, Rebecca Frizelle, 12:00PM AADA Carsales Luncheon Stefanee Lovett, Raelene Murphy AADA Central Guest: General The Honourable Sir Peter Cosgrove AK, MC 12:30PM AADA Pentana Solutions Expo Luncheon Expo Lounge 2.30PM AADA Special Presentations AADA Central Automotive Shopper Engagement: 2:00PM AADA Business Workshops (concurrent) Lessons from eCommerce Leaders Workshop Room 1 Workshop 1 - Do you build towards a succession plan for Speaker: Devin Daly, SpinCar the next generation of dealer or do you sell now? AADA Central Industry Panel: Dealership F&I: 2020 + Beyond Speaker: Mark Westcott Host: Chris Mandile, Deloitte Workshop Room 2 Workshop 2 - Service: The missing millions Panel: John Chandler, Michael Winter, Speaker: John Startari Peter Jones, Malcolm Tilbrook Workshop Room 3 Workshop 3 - Connecting a multi generational workforce AADA Central Industry Panel: ROI 2020 + Beyond Speakers: Lisa Fogarty & Kelly McAuliffe Host: Dale McCauley, Deloitte Panel: Graeme Stewart, Wade von Bibra, Workshop Room 4 Workshop 4 - Used cars: Structuring your dealership to Mark Woelders, Debbie Clark (Clarendon D & E) effectively meet today’s consumer needs Speaker: Ren Blanning AADA Central AADA Closing Statement Speaker: James Voortman, AADA CEO 3:30PM AADA Keynote Session 6:00PM AADA Expo Closes AADA Central Chairman's Address Speaker: Terry Keating, AADA Chairman AADA Central Keynote Address Speaker: Mark Cameron, Managing Director, Jaguar Land Rover Australia 2019 National Dealer 5:00PM AADA St. George Networking Event Convention & Expo Expo Lounge 6:00PM AADA Expo Closes

automotivedealer.com.au | SEPTEMBER 2019 | 44 MOTORSPORT Australian Automotive Dealer Association WHEN CAR-MAKERS SNEEZED, RACING CAUGHT PNEUMONIA

I don’t think it’s over, but I do think most The more compelling issue Mark Fogarty’s teams have been far too slow to adjust and article raises is why have the big names reset sponsorship mining techniques. The ‘walked’? There is no doubt in my mind as John Crennan commercial operations are most often the to why…it’s the knock-on effect of the car Motorsport Contributor orphans in the team’s structure. companies’ dramatic pullback from the sport in both dollar terms and key car company It’s worth diving deeper into fearless Fogarty’s executives’ motorsport passion factor. In the article, as seldom does anyone in the motor 20-25 years period Foges touched on, I would eading motor sport journalist, Mark sport media room have either the courage estimate the Holden and Ford investment (‘Foges’) Fogarty, in early August wrote or capability to venture into the commercial levels in the teams and the sport generally a most insightful article in Auto Action L aspects of this sport/series. would have gone from $15-$20m a year to magazine about sponsorship in motor racing. around $3m annually today. (Originally, their The premise of his critique was summed up in Let’s first look at the teams’ combined results commitments included cash sponsorship, the introduction as “AA’s pernicious pundit this year and test Mark’s theory that unless you bodyshells, parts, Dealer activations, remembers a time when big brand names are a top team you won’t be in the big money. hospitality, displays and advertising.) were all over the leading cars”. Or put another way, unless you bring in the big sponsors there is no way you will be a top When Holden and Ford (and Nissan) were Foges has always been one for thought- team. fully immersed in the sport and contributing provoking commentaries but this one was these big dollars, you could be sure the particularly pertinent and resonated with me, The Teams Combined Performance results to same amount again (taking it to $30-$40m) as from my perspective, the highest priority, by date in 2019 are listed below. The number on would come into the teams/sport with the a mile, is the need for major improvements in the right-hand side indicates my assessment of high-powered contacts and influence the key the commercialisation and attraction of more the sponsorship dollar rankings of these teams executives of the car companies had in the money to the sport and teams. “There was a in the top eight (or 16 cars): corridors of power in corporate Australia. time when motor racing was awash with the The persuasiveness of the CEO or Marketing biggest commercial brands in the world in 1 DJRTP Shell V-Power 4,383pts. No. 2 Director of Holden, Ford or Nissan going the ’70s and motor racing was neck and neck 2 Triple Eight Red Bull HRT 3,576pts. No. 1 to speak on behalf of or with teams to their with the VFL (now AFL) in terms of big-name 3 Tickford Supercheap Auto 3,231pts. No. 3 equivalents at the likes of a CUB or Dulux was sponsorships,” he wrote. 4 Erebus Penrite 3,085pts. No. 7 palpable. He went on to classify today’s team sponsors 5 Tickford Monster 3,043pts. No. 4 Although sponsorship procurement was not by various investment levels, saying that Shell 6 BJR Freightliner 2,698pts. No. 8 part of my role at HSV/HRT, it somehow and Red Bull are clearly the largest investors kept landing on my desk. My analysis of and big names in Supercars, with a fair way 7 Mobil 2,279pts. No. 5 the sponsorships I was involved in over back to the likes of Supercheap, Monster, 8 Kelly Racing Castrol 2,256pts. No. 6 this 25-year period validated my belief that Castrol and Mobil (noting that they only when Ford and Holden sales commenced commit to a pittance of their glory days in the My guess is Red Bull Racing would have the to sneeze the sport caught pneumonia, and ’80s, ’90s and early 2000s). He then outlines largest external sponsorship and have an all the associated excitement and enthusiasm the bottom level contributors, who tend enormous advantage over every other team in of all those connected quickly declined. This to be motor sport enthusiast/related party the competition, with my estimate of around was most evident with the respective Dealer companies. a $2.5m top-up per year from Holden. No other team in the series receives any cash organisations when Dealer Principals and Foges makes the point that unless you are a sponsorship from Holden, Ford or Nissan. But their Sales teams were in attendance at races, very top team you don’t get the big money certainly, the Shell and Red Bull deals make and on the Monday after a race the showroom any more, and that Supercars bosses need Mark’s assessment spot-on that the serious and service department would be abuzz with to go back 20 years plus another decade to money sponsorships sit with these two teams, the staff excitingly analysing the results, not realise how big the sport used to be. His final and the results clearly reflect that. Then so on to mention these same areas in the dealership observation: “There was a time when big down the ladder, where performances would full of race posters and driver point-of-sale name brands would fall over racing. Now, seem reasonably commensurate with the material. unfortunately, they’re just over it.” guesstimated sponsor income rankings. My review highlighted, however, that if you are well-connected and genuinely understand

45 | SEPTEMBER 2019 | automotivedealer.com.au how big companies tick, and you know how to conduct yourself appropriately on the top floor where all the mahogany offices are located, you can attract big names and big dollars to the sport.

The 42 companies I was involved with in sponsorship deals over this period generated well in excess of $100m, with nine of them (or 20 per cent) being big companies signing on for annual amounts from $1 -$3m.

From these experiences, I note below my five key ‘starting point’ factors in attracting healthy sponsorships. Naturally, in many cases, there were multiple reasons for the deal getting started, but I have isolated the one primary motivator that made it happen.

1. High level connections and/or introductions through Holden or other active networking channels. This generated HRT's 1990 Foundation Sponsors - Holden Dealers, Castrol, Telstra Mobile Net, Dunlop, 35 percent of the 42 deals done, and over Australian Airlines, Dulux and Park Royal Hotels. $60 million in sponsorship value. Negative flow on for the sport and Mark’s they are in the marketplace as a fierce 2. Business leveraging, where as a point on losing big brand names is the competitor to the teams, trying to write consequence of involvement with Holden introducton of a disproportionate number of sponsorship business for themselves. or our HSV operations, opportunities pay drivers who struggle but bring sponsors Instead of calling the odd Commercial arose to develop and create reciprocal who are generally 'low glow' brands. Managers meeting, the Series needs to B2B and B2C business partnerships. This introduce a monthly Teams Marketing represented 35 percent of the deals done We offer two recommendations to address the and Commercial Strategy Group. The and 16 percent of the value. priority of introducing more big names and two team owners on the Supercars big money to the sport: Board may have a good feel for the 3. Opportunistic presentations as a racing side of the business and make • All teams must campaign to get their consequence of an established sponsor in very worthy contributions to the car brand’s Head Office totally re- the sport seeking greener pastures, or the operational side of the business, but engaged in the sport and make racing team’s ability to offer superior business their experience in ‘elephant hunting’, their No.1 sports marketing initiative, solutions. Fifteen per cent of the deals done high-level negotiations and a deep involving all staff and Dealers. While and 15 per cent of the total value. understanding of corporate affairs, everyone acknowledges allocating extra cultures and networking is a question 4. Company executives fanatical with marketing dollars for motor sport is mark? motor sport and living the dream of team impractical given the low volumes and ownership. Ten per cent of the deals and market shares currently, there is still The Supercars Board should include have at seven per cent of the total value. plenty of ‘moving and shaking’ that can least one Team representative with a proven be done to assist teams to open doors record of success in high level business 5. Working on a hunch and making a cold with corporate Australia and lift their development corporate deal making. It is call. This occurred with two big-name income streams and marketing appeal essential Supercars introduces a Commercial companies and resulted in significant if Holden and Ford are prepared to Strategy Group and attracts some high- multi-million dollar sponsorships. Five per allocate considerably more time and powered external talent to also sit with the cent of the deals done and seven per cent of energy to racing. Monthly marketing team owners to address the issues Mark the value. strategy meetings coordinated by Fogarty has identified. the individual car companies with Given the compelling experiences above the teams, who run their cars, is an Maybe the recent introduction of John where the greatest sponsorship opportunities initiative that teams should urgently Borghetti to the mix will see a shift from all started with items 1 and 2, the sport must press for. the Board’s current negative priority around recognise the realities of the commercial skills cost-saving games to a far more positive and in the teams and the sport. As far as attracting • Supercars appear to have been little enlightening scenario of creating a fresh sponsorship, there appears to be plenty of help commercially with proactive approach to helping teams lift their income- ‘rabbit catchers’ but a paucity of experienced assistance to teams. Additionally, producing potential. ‘elephant hunters’.

automotivedealer.com.au | SEPTEMBER 2019 | 46 FEATURES Australian Automotive Dealer Association NEW MD FOR FIAT CHRYSLER AUSTRALIA

uto maker Fiat Chrysler Automobiles dealership set-up, aftersales infrastructure (FCA) has appointed its Indian development, technical support and parts Aarm head, Kevin Flynn, as chief of distribution. Jeep also exports the Compass the company's operations in Australia. from India. Mr Flynn assumed his new position from August 1. Mr Flynn established Jeep’s export strategy for all right-hand drive (RHD) markets, The company stated that in addition to the including parts distribution. He also took the new position, Mr Flynn will continue his initiative to convert all Fiat Dealers to FCA responsibility as President and Managing Dealers in India, in a bid to sell Fiat, Jeep and Director of FCA India until a successor is Abarth cars under one roof. announced at a later date. In a statement, FCA Asia-Pacific Chief Mr Flynn took charge as head of FCA India Financial Officer, Cesar Michelutti, described in February 2015. He has 34 years’ experience Mr Flynn as “a strong leader, motivated by in the automobile industry and joined FCA Dealer relationships and consumer insights”. India from Jaguar Land Rover, where he was Managing Director for the South Africa and “With his extensive international automotive sub-Sahara Africa markets. Mr Flynn joined industry experience and broad skillset, Kevin Jaguar Land Rover in 2011. will bring a new perspective to the Australian market,” Mr Michelutti said. He was given the responsibility of establishing a well-defined retail model for the brand Mr Flynn introduced the Jeep brand in India, and tapping segments for new product beginning by launching the Grand Cherokee, development. The Jeep Compass, which is the the Grand Cherokee SRT and the Wrangler. bread and butter model for FCA in India, was “It's an absolute privilege to be leading one of Mr Flynn's key projects and its local FCA Australia.", said Mr. Flynn. Under his production and local part sourcing, along leadership, FCA began manufacturing the with ensuring quality standards, were part of Jeep Compass in India. The automaker’s "What I've learnt in my first week is that his role. India operations is now solely responsible for we have a loyal and passionate network manufacturing the Compass for the Indian in this market. We have some of the most Mr Flynn's role also included the overall iconic brands, and I'll be working closely development of the Jeep brand in India, market and exports to all right-hand-drive markets around the world. with dealers to build and deliver a strong including product portfolio, brand commercial plan ensuring success for our communication, network funding and collective businesses.”

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47 | SEPTEMBER 2019 | automotivedealer.com.au FEATURES Australian Automotive Dealer Association PEUGEOT AND CITROEN JOIN FORCES

n what is claimed as a world first, Peugeot easier for customers, because both brands “Not for one minute have we under-estimated and Citroen will join forces and operate are under one roof,” said Citroen Australia the challenge ahead, but both brands have a Idealerships under the one roof. spokesperson, Tyson Bowen. rich history in Australia, which we need to exploit,” said Inchcape Chief Executive, Nick The first such dealership opened in Sydney in The two marques have operated in Australia Senior. July, with the aim to have 30 of the brands’ 33 for half a century, but have struggled to gain Australian dealerships selling under the one a foothold in the world’s most competitive “We need a profitable Dealer network and we roof. automotive market despite the efforts of more are a long way from that at the moment. Too than a dozen different importers. many Dealers with too small a throughput. We “For a Dealer there are cost pressures on real are very mindful of what is needed in Australia estate, cost pressures on floor space. This new The brands are currently imported by Inchape, to meet customer expectations.”to meet approach makes it attractive to a Dealer and which also represents Subaru. customer expectations.” VOLVO RECALLS HALF A MILLION CARS

olvo is recalling 507,000 vehicles situation, “a complete solution is still under “We are taking full responsibility to ensure globally due to the possibility of a fire development”. the highest quality and safety standards of our Vrisk identified within engines. cars. We will do our utmost to perform this Affected vehicles have a two-litre, four- action without any unnecessary inconvenience The automaker said investigations identified cylinder diesel engine, and include the 2014-19 to our customers. We apologise for the that the plastic intake manifold within the versions of S60, S80, S90, V40, V60, V70, V90, inconvenience caused and are grateful for our engines may “melt and deform”, and in a XC60 and XC90 models. customers’ cooperation.” worst-case scenario “a localised engine bay fire may occur”. Owners of the affected vehicles have been A spokesman for Volvo said the automaker told it is safe to continue to use their car but could not comment on how much the recall Volvo said it had received no reports of are advised to look out for issues such as an would cost, but confirmed corrective measures accidents or injuries caused by the faulty part, illuminated engine warning light, a lack of would be free of charge for customers. but confirmed that all customers would receive power or an unusual smell. a letter containing details of corrective action. Earlier this year, the automaker issued a recall In a statement, Volvo said: “We take this on over 200,000 cars with diesel engines due It said while a number of corrective measures situation very seriously and are working to to the possibility of cracks appearing in fuel had been carried out to improve the finalise a fix for the cars. lines which could cause them to leak, posing a fire risk.

1300 075 301 FEATURES Australian Automotive Dealer Association

THREE-QUARTERS OF KIWIS CONSIDER GOING ELECTRIC NEXT

early three-quarters of New That is a huge shift in mindset in just 12 “While three-quarters of respondents said they Zealanders would consider going months. would consider an EV, when the rubber hits Nelectric with their next vehicle the road they are most likely to buy a petrol purchase, according to a recent Trade Me “With climate change top of mind for many vehicle next,” Mr Clark said. survey. people, a range of new models on the market, rising fuel costs and the government’s new “Cost is, of course, a motivating factor to New Head of Motors at Trade Me, Alan Clark, said plan to subsidise EVs, we think more Kiwis Zealand consumers. While you can pick up a over 1,300 New Zealanders took part in the will make the switch in the near future. used EV onsite for around NZ$13,000, they survey, which looked at Kiwis’ perceptions of don’t fit into everyone’s budget. On the whole, electric vehicles (EVs). “The initial outlay, however, is the biggest EVs are slightly more expensive to purchase, deterrent for New Zealanders, with 69 per so while people are considering EVs more and “We were keen to see how much EVs had cent claiming the cost of buying an EV is the more some just can’t justify the spend at this come onto the radar of petrol-head New number one reason why they haven’t already stage.” Zealand. We were stunned to find out that jumped on the bandwagon.” nearly three-in-four New Zealanders would Top reasons for not Percentage of Mr Clark said the average cost for an EV consider an EV for their next vehicle.” purchasing an EV respondents on Trade Me in June was approximately Mr Clark said New Zealanders had recently NZ$25,000, while the average petrol/diesel car Cost to buy 69% warmed up to EVs. was just NZ$16,000. Range concerns (how far they can travel on a 54% “Just last year we asked Kiwi motorists the Despite the progress in EV interest, Kiwis are single charge) same question and only half of respondents still more likely to buy a petrol vehicle than said they’d look at an EV for their next vehicle. any other. Battery life 46%

THE FUTURE OF DEALERSHIPS IS DIGITAL.

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What type of vehicle are you most likely to % of respondents % of respondents “Respondents who have a total daily commute buy next? 2019 2018 of 60 minutes or longer are more likely to think about joining the EV revolution, with 80 Petrol vehicle 37% 56% per cent saying they’d consider it. On the other hand, of those who have a daily commute of 20 Electric vehicle 27% 11% minutes or less, 71 per cent would think about Hybrid vehicle 24% 17% an EV for their next vehicle,” Mr Clark said.

Diesel vehicle 10% 14% The future of EVs

Mr Clark added that there are not a lot of EVs there’s certainly an appetite for EVs and we’ll “Like with any new technology, EVs will only in New Zealand in comparison to petrol and probably see more of them on the road if get better as advancements are made in their diesel vehicles; of the 95,000 vehicles for sale prices dip.” range, charging speed and abilities. You only on Trade Me, 1,000 are electric. need to look at a company like Tesla to see just There has been a 34 per cent jump in the how far these vehicles have come,” Mr Clark “Kiwis are also concerned about running out number of EVs being added to Kiwis’ said. of charge before reaching their destination, watchlists when compared to last year. The with range concerns being the second most number of EVs for sale on the Trade me “New Zealand’s charging infrastructure is common reason for not purchasing an EV. As website has also increased, rising 17 per cent relatively weak too; as more charge points pop a nation we love a road trip, and stopping at on June last year. up around the country they’ll become more of regular intervals to charge doesn’t appeal to an option for Kiwi motorists. many people,” Mr Clark said. Mr Clark said this had been driven by an increase in the number of Dealers importing “As electric vehicles become more common on “These factors will be overcome by time and and supporting used EVs to offer New our roads and we see a rise in the number of technology advancement though, and it will Zealanders a wider range. used models at a lower price point, we expect be interesting to see how the Government’s more Kiwis will get behind the wheel of an proposed subsidy on electric vehicles will The survey showed that the longer it takes to E V.” impact buying habits. Our survey suggests commute, the more likely New Zealanders were to consider an EV.

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AP-Ad-127x180-2.indd 1 13/07/2017 12:26 pm FEATURES Australian Automotive Dealer Association DEALER SERVICE: MAKE A POINT – TELL A STORY!

involved, rather than just providing them ‘the When the advisor can see the customer is facts’. someone who cherishes her vehicle, the Lloyd Schiller advisor should be more likely to present all the Fixed Operations Use stories to teach your employees recommended work to her. Consultant As you train your staff, think about how you Use stories to inspire can tie the point you want to make to a story and thereby increase the chances that they will If you want a quick way to instil your culture remember the point. in your new employees, do what a Texas Brooke Samples Dealer group does: they tell stories! They have President, Example: You find your service advisors a video with stories that embody their culture, Profit Blueprints, are doing a poor job of presenting repair/ including a story where a cashier took it upon LLC maintenance estimates to customers with herself to buy gluten-free dog treats because a high-mileage or aged vehicles. Your advisors regular customer said that was the only kind are making the assumption that the customer her dog could have. can’t afford the repairs or that the customer n the latest of our series, thanks to wouldn’t want to spend any money on a If you want your employees to solve problems legendary service advisor trainer, Lloyd vehicle with 146,000 miles on it. and take care of the customers (the point), ISchiller, of LloydSchiller.com and Brooke here is an example (the story) from an Express Samples of Profit Blueprints, Brooke looks at Here you could say: “Don’t put yourself in the Service Department. Just as the last locking the power of storytelling. customer’s shoes...just present the estimate and lug nut was put in place (hand-tightened) let the customer decide.” This approach usually after a tyre rotation, the lug nut key broke. Storytelling is in our DNA; for over 20,000 works when the advisors believe in it. So start Instead of telling the customer that there will years humans have learned and remembered your training with this question: “Do you be a problem the next time a tyre needs to be through storytelling. Storytelling is a strategic have a favourite memory of riding in a car or changed because the key broke, the technician learning tool that conveys Action – not Static truck?” Then ask an advisor to share his or her tracked down a master key to remove the lug Information. memory or prepare to share one of your own. nuts. He explained to the customer what had Tie that to the point that your customers may As we grew up, fairy tales helped form our happened and that, if the customer could also have an emotional connection with their character. Think about “The Boy Who wait another 30 minutes, they were going to vehicles and that they may want to spend the Cried Wolf” or “The Little Red Hen”, which get a new set of lug nuts to replace the old money to keep the vehicles safe and running reinforced the virtues of work ethic and ones (the dealership absorbed the $40 and for years to come. Encourage the advisors to personal initiative. Stories aren’t just for the technician’s time). The customer happily connect to their customer by asking them children; you can use stories to get your waited for the fix and will probably be a loyal the same question: “Do you have a favourite employees and your customers emotionally customer for life. memory of riding in this car/truck?”

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Use stories to sell damage and had the customer return once story…” (Your customers and employees the escutcheon had got there, but instead they aren’t five years old). Start with a hook Storytelling is more than a training tool; called us. We had the part in stock and Lloyd, to get them interested: “Last week I it's also a sales tool. The reason storytelling one of our wholesale counter people, jumped saw something that changed the way I works is that it helps build trust and makes in his car and delivered it within 30 minutes. think…”, then share the experience. data relevant. • Take no longer than 30 seconds to make For salespeople it's easy to gather stories – a single point. Keep the point of your To increase your sales, craft a story that just ask your customers. Call a customer from story to the last sentence. reinforces the benefits of change. Example: a few months back, see how they like their Tom is a parts wholesale salesperson new vehicles and what they like about them • Everything can be a story – but not knocking on the door of a prospective client, – instant stories to use when selling the next everything is a good story. Make sure Sue’s Paint and Body. As Tom starts to sell the vehicle! Encourage your sales staff to keep a it makes the point you want it to make great customer service your parts department notebook with stories they gather. and that it adds a realistic context to the delivers, Sue rolls her eyes and says “I hear content of your training. that all the time.” As a manager you come across examples of • Make the story personal and easy good processes and bad decisions every day. to relate to for the most impact. One of Tom’s responses might be “trust (The express tech gave his two-week notice, Use storytelling to help prospective me, we do have great service.” Or he could and on his last day he failed to fill a vehicle employees understand your dealership’s respond by telling a story: Last month Ding with oil; lesson learned!) Keep a log for when values or to convince customers why & Dents was just hours away from delivering you need to tell a story to make a point. your dealership is superior to your a repaired vehicle back to a customer competitors. Whether you want to train when they realised that while the vehicle Tips to create stories that make the point of your employees or inspire a customer to was detailed, the manufacturer’s emblem the story ‘stick’ with your staff buy from you – tell a story! (escutcheon) had been scratched. They could have delivered the vehicle with the • Don’t start with “I’m going to tell you a MORE CUSTOMER REVIEWS MORE BUSINESS RESULTS Rank higher through hundreds of authentic reviews. Call or Text 0478 189 947 to watch a free demo FEATURES Australian Automotive Dealer Association

KIWI GROUP INVESTS IN AUSSIE CAR SHARING

ew Zealand’s Turners Automotive Carly, meanwhile, is gaining in popularity. on what it does well, remove risks from the Group is investing A$1 million into “Not only does it offer flexibility, variety, group and accelerate growth in the most NASX-listed Collaborate Corporation, minimal responsibility and an all-round capital-efficient way possible. a tech-focused car-sharing and vehicle simpler solution to vehicle ownership, the subscription business based in Australia. single monthly payment covers all the usual “We are excited about Turners’ future as we costs of vehicle ownership, from registration position ourselves for the long-term projected Turners will obtain a 12.13 per cent stake in and insurance to maintenance and repairs,” changes in the traditional retail car market. the company and will appoint a director to the Turners said in a statement. New concepts such as peer-to-peer car rentals board, it said in a release to the NZX. and car-sharing are a part of the future and Turners said this marks the first of a series provide a new revenue opportunity for car Collaborate Corporation’s core business of potential innovation investments it is Dealers and other industry players,” Chief centres on the car-sharing market, with considering as part of the new growth Executive, Todd Hunter, said. DriveMyCar, an Australian peer-to-peer car strategy launched in May. It also said it is rental business, complemented by Carly, a an opportunity that allows it to learn and According to Turners, alternative vehicle subscription service that launched in potentially introduce the capability into the vehicle ownership models are on the March 2019. New Zealand market. rise internationally, and by 2025 vehicle subscription programs could account for DriveMyCar offers flexible rental periods, In May the company said it had largely almost 10 per cent of all new vehicle sales in is up to 57 per cent cheaper than traditional finished a review of its business and will the US and Europe. car rental companies and enables owners to streamline its operations and brands to focus earn money from a vehicle they are not using, Turners said.

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53 | SEPTEMBER 2019 | automotivedealer.com.au FEATURES Australian Automotive Dealer Association MOTOINSIGHT SETS UP SHOP IN AUSTRALIA

otoinsight, a leading provider of digital retailing solutions for the Mautomotive industry, has continued its international growth, partnering with Genesis Motors to expand into the Australian market.

Motoinsight now serves automakers in the US, Canada and Australia with its technology, which enables customers to conduct most of their vehicle purchase process online.

The Genesis brand launched in Australia in late June, with a customer experience enabled by Motoinsight’s MotoCommerce digital retailing platform. This followed the success of the Genesis at Home purchase experience launched in Canada in late 2016 using MotoCommerce. Genesis at Home was a global industry first that enabled customers to complete the purchase process entirely online. customer journey that allows most of the Genesis Motors Australia opened its Sydney “Creating a unique customer experience purchase to be carried out at home, but also retail boutique in June, featuring full omni- that holds true in a global context was a key enables customers to seamlessly pick up and channel retailing capabilities. priority in the launch of our Genesis brand finish their purchase in-store if they so choose. for the Australian market,” said Linda Fabis, Motoinsight solutions are used by nearly every National Marketing Manager for Genesis “Customer experience is the new battleground automaker, over 1,000 dealership franchises Motors Australia. when it comes to winning customers, and and the largest lenders and insurance automotive retail is no different,” said Andrew companies in North America. Motoinsight “Having witnessed the success of Genesis at Tai, CEO at Motoinsight. also operates a portfolio of owned and Home in Canada, it followed that we would partnered automotive research and shopping offer that same transparency and convenience “MotoCommerce has proven to be the leading websites, which includes experiences for to our Australian customers.” solution for automakers and dealerships that brands like Consumer Reports, Globe Drive, believe they win by delivering transparency Driving.ca, Black Book, Unhaggle and others. The MotoCommerce platform is a full omni- and convenience to customers. We’re proud to The company serves customers in the US, channel solution that integrates both online share Genesis Motors Australia’s vision in this Canada and Australia. and in-storeAADA_AD_29_B_PRINT.pdf sales processes into a unified 1 8/7/19 2:20regard.” PM

automotivedealer.com.au | SEPTEMBER 2019 | 54 FEATURES Australian Automotive Dealer Association

EV SALES TOP CONVENTIONAL IN NORWAY

or the first time in history, electric an ambitious goal to stop selling new petrol Norway has several incentives to encourage vehicles (EVs) have outsold petrol and and diesel passenger cars and vans by 2025. people to buy electric cars. Zero-emission cars Fdiesel models in Norway, one of the don't attract the 25 percent Value Added Tax world’s leaders in pushing for zero-emission Telsa's Model 3 was the most popular EV, with (VAT) and are also exempt from Norway's vehicles. 5,315 Model 3 sedans registered in March. carbon dioxide, nitrogen oxide and weight That set a Norwegian record for sales of a taxes, which are imposed on gas and diesel EVs made up 58.4 percent of all vehicle sales single car model in one month. vehicles. They also get discounts on parking, in Norway for the month of March, with toll roads and ferries. 10,732 of the 18,375 new cars registered in the One top of the EV sales, Norwegians also country. That’s more than twice as many EVs bought 3,469 hybrid passenger cars sold in The Norwegian Electric Vehicle Association as were sold in the same month a year ago. March, which was a 10 percent fall on March projects that electric vehicles will make up 2018 sales. However, the number of gas and about 50 percent of the country's car sales in Norway is a leader in the adoption of zero- diesel vehicle sales dropped to a record low. 2019. emission vehicles and the government has set

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55 | SEPTEMBER 2019 | automotivedealer.com.au FEATURES Australian Automotive Dealer Association CARLY AND I-MOTOR OFFER VEHICLE SUBSCRIPTION SOLUTION FOR AUTOMOTIVE DEALERS

utomotive subscription service, Carly, Astra or 2018 Kia Cerato, all the way up to subscription at any time, with the minimum has begun operations in Melbourne $553 per week for a 2018 Mercedes-Benz period being one month. Aafter launching in Sydney in March. CLA200. Carly have joined forces with i-Motor to offer Owned by ASX-listed company, Collaborate The subscription includes roadside assistance, a subscription solution for automotive Dealers. Corporation, which also owns car-sharing maintenance, insurance (Entry level has $3,000 This new partnership delivers Australian company, Drive My Car, Carly currently damage liability, Medium $2,000, Ultimate Dealers the opporunity to branch into vehicle offers Melbourne subscribers access to over $1,000), a certain number of free kilometres subscription services, amid fears subscription 90 vehicles from 11 manufacturers, featuring (1,200 for Entry, 2,400 for Medium, 3,600 for will disrupt the traditional market. more than 30 models. Ultimate), with excess kilometre rates ranging from 0.30 cents to 0.10 cents per kilometre. Dealers are welcomed to attend a Product Users pay a monthly subscription fee to access Subscribers can switch their car for another in Information Session, "Learn how subscription the fleet of vehicles, ranging from $115 per the range once per month. selling works", in Workshop Room 3 of the month for a 2008 Honda Civic or a 2009 AADA 2019 National Dealer Convention & Mazda 3, to $189 per week for a 2017 Holden Subscribers can start, pause or stop their Expo, at 4pm on Monday 9 September.

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ADTORQUE Visit our website Melbourne Sydney EDGE adtorqueedge.com 03 9495 1999 02 8216 3666 STAND 62 FEATURES Australian Automotive Dealer Association GRAND PLANS UNVEILED AT MOBILITY AS A SERVICE CONFERENCE

round 200 delegates attended the The founding CEO of MaaS Global, a fast- (TMR), Queensland, Australia, also spoke Mobility as a Service (MaaS) 2019 growing company from Finland, intends to at the conference and said TMR has taken a Aconference, held at the Crown lead the revolution to change the 10,000bn multi-pronged approach to discovering the Metropol and Crown Promenade Hotels in euro transportation sector. MaaS means that role of MaaS in Queensland. Melbourne, at the beginning of May. instead of buying a car, people buy all the transportation they need as a service package “Current trends in ITS, big data and the shared The single stream one-day event covered and operate it through a smart phone. MaaS economy present exciting options for the international and local MaaS discussions Global is backed by mobility giants like Toyota, future of transport. AVs, EVs, CAVs, apps, and emerging technology, featuring national Transdev and Karsan, and has ambitious plans shared fleets, P2P, B2B,” Ms Baksh said. and international keynote speakers. Themed to establish itself in cities all over the world. ‘Digital Mobility, Smart Journeys’, the program “It’s all very exciting and TMR want to be addressed one of the fastest-growing sectors “The technology is already here. All we need leaders and enablers of this change. It can of the Intelligent Transport Systems (ITS) to do is figure out our customers’ dream and be tempting and easy, in a quest to be seen industry, with organisers claiming MaaS is a build the services to match it,” Mr Hietanen at the forefront of technology, to implement key contributor to smart transport and the told the conference. solutions offered by these developments liveability of our cities, suburbs and regional without properly investigating the problem. communities. A presentation provided an overview of the However, TMR has taken a multi-pronged deployment of two MaaS pilot programs in approach to discovering the role of Mobility The Hon Melissa Horne MP, Victorian Queenstown and Auckland, including their as a Service in Queensland and the case for Minister for Public Transport, Minister for alignment with the broader strategic objectives change.” Ports and Freight, addressed the gathering, as of the ‘Connected Journeys’ program. did Sampo Hietanen. Chief Executive, MaaS Ms Baksh said TMR was working to Global, Finland, and Michael Hopkins, Deputy The findings of the two pilots were compared understand the changing transport landscape, Secretary, Policy and Reform, Transport for and contrasted with the outcomes of MaaS the mobility issues that individuals face and Victoria, who spoke about the current state of deployments elsewhere in the world, with how MaaS could provide more end-to-end play in Victoria. Delegates also heard about the learnings from the two pilot projects and personalised and seamless transport options. trials in New Zealand cities, Queenstown and related initiatives such as the rollout of ‘next She presented TMR’s MaaS Implementation Auckland. generation’ transit payment solutions across Roadmap and provided an overview of MaaS New Zealand, to inform the next step in the proofs of concept. Mr Hietanen said MaaS was currently MaaS strategy. transforming from a concept “to a movement Plans are under way to continue the discussion to take back our congested cities and to Ishra Baksh, Executive Director, Mobility in 2020, with MaaS 2020 being planned for radically reduce the ecological load of as a Service Program Management Office, Sydney around August 2020. transportation on the planet”. Department of Transport and Main Roads

Transform dealership data into success Request a free demo at: autointelligence.kpmg.com.au FEATURES Australian Automotive Dealer Association FIVE FUNDAMENTALS OF SALES SUCCESS FOR INDEPENDENT DEALERSHIPS

available. After visiting numerous dealerships, lot. That means your website is your first they would narrow down their preferences and impression with a potential customer. If you Zach Klempf make a decision. don’t make a good one you could lose a sale CEO, forever. Selly Automotive Today, the internet has flipped the car-buying journey on its head. Instead of visiting Most Dealers put a lot of effort into their dealerships, customers first conduct research physical showrooms but spend a fraction of online. Once they have narrowed down their that time on their website. Because of the way hat keeps you up at night about your choices they will visit the Dealer and complete people buy cars today this mistake could be Wbusiness? the sale. This is where your niche plays a role. deadly. Having a niche helps you stand out at the most If your website is ugly, confusing or just plain If you are like most independent dealership critical moment: when customers are ready generic, you will have a hard time attracting owners, you have one thing on your mind: to make a purchase. According to NADA, the customers to your dealership. That’s why How do I sell more vehicles? average car buyer visits only 1.2 dealerships building and maintaining a strong online before making a sale. If you can convince a presence is just as important as maintaining It is a simple question with a complicated customer to visit your dealership you have an your dealership lot’s physical presence. answer. Which tactics will have the most excellent chance to sell a vehicle. significant impact on your sales? Choosing the All outstanding dealership websites have the wrong ones could cost you valuable time and There is a basic tenet of business strategy same core traits. They: money you can’t afford to lose. that says if you can’t be the biggest or the • are easy to navigate cheapest, you have to choose a focus – also • are responsive (i.e. work on mobile) and Here is what I recommend to Dealers who called a niche. Niches work because once a search engine optimised ask me about increasing sales: start with the customer has narrowed down their interests fundamentals. they want options. If someone decides they • feature professional photography and comprehensive listings You could waste years of your life trying want a Toyota Tundra pickup truck, they will different tricks and tips, but if you don’t have choose to visit a used truck dealership with 12 • make financing options clear and easy the fundamentals in place you will not see the Tundras over a general used car lot with just to understand, and results you want. a few. • highlight what makes the dealership unique (i.e. why your store). The fundamentals of automotive sales success It’s best to base your niche on a market boil down to just a few key strategies: segment where you already perform well. If Highlighting the unique aspects of your trucks and SUVs are your most profitable dealership is especially important for standing 1. Identify your niche. segment then get rid of the coupes and out from the competition. This is where having sedans. If most of the vehicles you sell are a niche is vital. Your website should speak 2. Treat your website like a digital showroom. under $10,000 then focus on low-cost vehicles directly to your target customer, whether you exclusively. exclusively sell trucks, imports or vehicles 3. Create an incredible customer experience. under $10,000. Your website should also By focusing on a profitable niche Dealers can advertise services or features attractive to your 4. Be data-driven. attract customers when they are ready to make customer niche, like no credit loan approvals a purchase. You can stand out by being the 5. Stay compliant. or bilingual sales associates. best dealership in that niche – something far Let’s look at each strategy in detail. easier to accomplish than being the biggest or Dealerships who spend time on their ‘digital cheapest. showroom’ are going to see more customers Five Fundamentals of Sales Success walking into their physical showroom. 2. Treat Your Website Like a Digital 1. Identify Your Niche Showroom 3. Create an incredible customer experience

Dealerships used to be the first stop in the According to Deloitte car-buyers spend an Car buyers today shop differently than those car-buying journey. Customers would visit a average of 10 hours doing research online of the past. Today’s online shopper does not lot to explore their options and learn what was before even stepping foot onto a dealership like interacting with salespeople or company

automotivedealer.com.au | SEPTEMBER 2019 | 58 FEATURES Australian Automotive Dealer Association

representatives until they absolutely have to. try sending a personalised video follow-up They would rather conduct their own research to each internet lead. This tactic takes a online before talking with you. little more time but imagine the impression it makes on a customer. Not only do they What does this mean for your dealership? get a follow-up response, but a completely When a customer does fill out an online form customised, face-to-face video message. they are serious about buying. What happens next in the customer experience is critical to Video messages have proven to be highly closing the sale. effective. According to VidYard companies saw a 500% increase in email conversions when compliance guidelines are cracking down on When a prospect sends you a message or fills they included a personalised video. spam from businesses, and this includes text out an online lead form, they are testing you. messages. They want to see if you are going to take care VidYard is a great tool for personalised of them if they become a customer. This is a messages. Another option is Bomb Bomb, Here is the definition of spam according to the test you cannot fail or you will never see that which is more affordable but with fewer bells TCPA (USA) guidelines: prospect again. and whistles. The term “unsolicited advertisement” means any An incredible customer experience is 4. Be data-driven material advertising the commercial availability responsive and personalised. Here are three or quality of any property, goods, or services which ways to accomplish both: It’s no secret that new car dealerships have is transmitted to any person without that person’s more money to blow than independents. This prior express invitation or permission, in writing or 1. Follow up fast. When a customer contacts fact makes it all the more important for small otherwise. your dealership they are ready to make and mid-sized dealerships to make data-driven a purchase. Being the first dealership to decisions. As a dealership, if you don’t get expressed follow up with a customer could be the consent from a customer to text them, you deciding factor in making a sale. Dealerships waste a lot of money on marketing risk violating TCPA guidelines. Moreover, you channels that simply don’t work. Whether it’s must also give customers an ‘opt-out’ choice so This doesn’t mean you have to constantly lead providers, like TrueCar or social media they can stop receiving your messages at any watch your inbox and drop everything ads, Dealers need to know where their sales are time. to respond. In fact, the best dealerships coming from and optimise those channels. automate their follow-ups using a CRM. Maintaining compliance is difficult to do This automated reply will show the There are two steps to measuring the ROI of on your own. Dealerships should utilise an customer you are on your A-game and will your marketing channels: automotive CRM to formalise communication take care of them. with customers. This also protects your 1. Track your lead sources. The first step is to dealership internally. If a salesperson is know where your deals are coming from. 2. Understand your customer. CRMs not fired, there is no way for them to leave with Some CRM tools offer features that let you only help dealerships follow up fast but important customer data. also keep customer information organised track the conversion of each lead source. and at your salespeople’s fingertips. You Seeing Results with an Automotive CRM 2. Measure the effectiveness of each source. will blow customers away wth what you Once you start tracking your leads, you ‘remember’ about them – from their Improving sales starts with perfecting the can then measure the ROI of each source. occupation to vehicle preferences – and fundamentals. As you might have noticed, Valuable metrics to track include cost per you will look more conscientious and many of the strategies described above require lead and most importantly, cost per sale. personable in the process. new tools, specifically an automotive CRM. The CRM is your hub for lead management With this information in hand, you will be able 3. Video follow-ups. If you really want to go and customer service. It will also help you stay to cut the least effective channels and funnel above and beyond to wow your customers, compliant and provide you with data to make that money into your most effective channels. better marketing decisions. 5. Stay Compliant Whether you’re a one-man show or a team of This final point may seem obvious, but it is 50, a CRM will help you nail the fundamentals amazing how many dealerships risk non- of sales success and take your dealership to compliance every day. For a small dealership, new heights. facing litigation could be a death sentence. The Zach Klempf is the Founder and CEO of San smaller you are, the more important it is to Francisco-based automotive vertical SaaS company, make sure everything you do is up to code. Selly Automotive. Zach started out working in Customer communication is where many automotive retail at 19 years of age and has since dealerships get into trouble. New TCPA then established himself as a thought leader in the automotive space. 59 | SEPTEMBER 2019 | automotivedealer.com.au 2019 National Dealer Convention & Expo

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Speak with team members from Cox Automotive at the AADA Convention, to find out how we can provide integrated solutions via our brands, throughout the retail and wholesale life cycle of a vehicle. Cox Automotive is committed to helping Australian dealers sell more new cars, sell more used cars, retain and grow service customers and improve their overall trading. * Terms and conditions apply

INVENTORY MARKETING

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™ KBB.COM.AU COX AUTOMOTIVE SPONSOR FEATURE Australian Automotive Dealer Association AUTOTRADER – GOING FROM STRENGTH TO STRENGTH

ctober will see the first anniversary of and ultimately moving away from a one of Australia’s newest automotive ‘race to the bottom’ to a race to the ‘fair Oplatforms, Autotrader. During the past market estimate’. year, the platform has gone from strength • A range of ways that Dealers can to strength, with numerous new product promote their business, including developments, and, now almost 2,400 dealers address, maps, open times, dealership using the platform in their marketing mix. photos, social media and more. • An extensive audience, with all Autotrader is mobile centric; it was designed costs accumulated to date and more. Like the Autotrader listings also being posted on in consultation with Australian Dealers for rest of Autotrader, the Dealer Hub has been CarsGuide and Facebook marketplace. Australian buyers, helping create more trust designed for mobile, to provide easy access for and buying confidence. Key features include: The latest Autotrader feature is the Autotrader Dealers when and where they need it. • Google dealer reviews on every listing. Dealer Hub. The Dealer Hub is a dynamic During AADA, Autotrader will be hosting A powerful tool for Dealers to use for portal that allows Dealers to monitor demos of the Autotrader Dealer Hub out of acquisition and negotiation that’s not the market with the help of Kelley Blue the Cox Automotive stand, and answering any price. Book; monitor leads from CarsGuide and other questions Dealers have. All Dealers who • Kelley Blue Book Price Advisor on most Autotrader; produce stylish ‘silent salesmen’, book and complete a demo will go into the listings, helping provide consumers and monitor key inventory statistics like buyer draw for a $3,000 travel voucher. with more realistic price expectations engagement, days listed, page detail views, COX AUTOMOTIVE SPONSOR FEATURE Australian Automotive Dealer Association STOP DISPOSING AND START SELLING – TURN YOUR TRADE-INS INTO PROFIT

f you are like most Australian Franchised the traditional closed tender model. Instead of house good quality stock available for the right Dealers, especially in the current market giving away your potential margin to a small buyer and at a price that drives profitability for Ienvironment, you are always looking for group of regular wholesale buyers, you can both buyer and seller. ways to improve your bottom line. One often- open up your inventory to a wide audience of overlooked area is the profitability of your motivated used vehicle buyers. Dealer-Auction.com.au is supported by a team trade-ins and wholesale stock. Dealers are of motor industry professionals with extensive usually happy if these cars ‘wash their face’, While Franchised Dealers can list and, dealership experience, who support buyers but what if there was a way to actually sell of course, buy stock using the platform, and sellers throughout the entire process. these cars at good margins instead of simply independent Dealers can only participate as Specialist negotiators even help to close sales disposing of them? buyers. Dealer-Auction provides independent on vehicles that don’t meet reserve. Dealers and licenced wholesalers with access Thankfully, with the launch of Dealer-Auction. to Franchised Dealer stock that they could not Visit the Dealer-Auction team at the Cox com.au in Australia, Franchised Dealers now previously purchase, offered in time-based Automotive stand at the AADA Convention. have access to a proven online platform that online auctions that can run 24/7, 365 days a They will be performing a live demo on their has been delivering excellent results for UK year. platform and will show you how you can stop Dealers for over a decade. The platform allows disposing of trade-ins and start selling them. Franchised Dealers to list trade-in stock to a Dealer-Auction allows wholesale buyers to larger and more competitive marketplace than easily research and compare vehicles online in one place. The intuitive digital platform will Dealer-Auction.com.au is Here! Queensland Dealers - this is your opportunity to list and sell stock in online auctions 24/7, 365 days a year. • Increased profits • Simple to use • Fixed sale fee $100 (+GST) per vehicle • Transparent process • Qualified trade buyers • Supported by a local team of experienced motor trade professionals

Registrations open

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™ KBB.COM.AU COX AUTOMOTIVE SPONSOR FEATURE Australian Automotive Dealer Association TAKE CONTROL OF YOUR DEALERSHIP - REDUCE COST PER LEAD AND INCREASE CONVERSION

ou probably already know that car Here is where Digipurple, Dealer Solutions' shoppers are visiting dealerships less advertising agency, can help. Since its launch Yfrequently, with an average of 1.4 visits early this year, and with their improved compared to six in 2005. With declining website and digital advertising platform, the numbers like these it is paramount that you agency targets and matches the most relevant win your customers online with the latest in customers to the right vehicles on dealership advertising and digital marketing. websites, reducing costs and lead conversions.

Long gone are the days where Dealer Combined with Dealer Solutions professional Principals could rely solely on third party photography and data publishing tools, they advertisers to generate leads. With tech empower their customers to take control of giants like Google and Facebook winning the their online and digital presence with the latest attention of millennials to baby boomers, your in automotive retail innovation. Convention. They will be performing a live business and advertising also need to be on demo on their platform and will show you the platforms on which your customers are Visit the Digipurple and Dealer Solutions team how you can reduce lead costs and increase spending their time. at the Cox Automotive stand at the AADA conversions directly on your website.

MISSION CONTROL FOR LEADS Our website and digital advertising platform is designed to drive the most relevant customers to the right vehicles on your website at the lowest cost possible. Combined with our professional photography and data publishing tools, our platform gives you mission control of your online and digital presence.

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automotivedealer.com.au | SEPTEMBER 2019 | 64 COX AUTOMOTIVE SPONSOR FEATURE Australian Automotive Dealer Association DRIVE OWNER LOYALTY THROUGH A PREMIUM SERVICE EXPERIENCE PLATFORM

n an age where consumer expectations the number of calls at those busy times. The are high, convenience, value and trust are Xtime booking platform also extends to the Iimportant factors for customers when driveway reception area, where consumers are having their vehicle serviced by a Dealer. greeted and checked in for their appointment electronically, reducing the need for paper By making sure these expectations are met, based R/Os. the Xtime platform helps to build Dealer- customer relationships within the service 80,000 customer appointments created in the A major part of Xtime’s success is due to department. This contributes to higher platform each month. their platform implementation methodology. customer satisfaction, which equals higher Support throughout the deployment is service retention, brand loyalty and ultimately Consumers who book appointments via first-class, enabling Dealers to extract the full increased revenue. an OEM or Dealer website, powered by a benefits of the system. Xtime’s experienced customised version of Xtime’s platform, have Dealer Performance Management team are The process of transitioning Dealer service the flexibility of updating or modifying their onsite at Dealers for deployment, training and practices to suit the evolving needs of appointment without needing to call the sustainment. Measuring utilisation of each consumers is ongoing. Xtime has been doing Dealer. Fully integrated with all major Dealer module before the next is activated allows for this for over a decade in North America, with Management Systems, the appointment a steady crawl, walk, run adoption at Dealers. over 8,000 Dealers, while in Australia they process is seamless for the Dealer and reduces This ensures Xtime becomes an essential tool work with more than 500 Dealers with over in their operations. Drive owner loyalty through a Premium Service Experience Platform

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™ KBB.COM.AU WE DON’T NEED TO TELL YOU T H E R E ’ S MORE THAN ONE W A Y TO SELL

Autotrader is a new, smarter way to trade auto. With simple tools like Price Advisor from Kelley Blue Book, Dealer Reviews and customisable dealer pages, you can deal differently.

autotrader.com.au You need more than software. You need a dependable guide.

Software alone won’t make you successful any Our scalable dealer management systems, more than hiking boots will make you Hillary. mobile apps and industry-leading BI solutions amplify the service we deliver. That’s why our approach to business is unique. We don’t just provide you with software - we Reach out to learn how we can help you scale guide and support you with a dedicated Client your mountain. Because remember, even Relationship Manager. Hillary had his Norgay.

auto-it.com/aada Meet us at the AADA Convention: booths 29 & 40. Australia’s most respected DMS company CONVENTION SPONSOR FEATURE Australian Automotive Dealer Association

SOFTWARE ALONE WON’T TRANSFORM YOUR BUSINESS

fter serving Australia automotive But many of the systems we see today lack one understood and delivered in the right way, by Dealers for nearly 40 years we’ve crucial element: a human being with a vested people who know what they’re doing. Awitnessed, time and again, one interest in the success of their client. overwhelming truth: software alone won’t Auto-IT has some amazing customer-focused transform your business. It won’t transform it We know that systems, processes and technology – including its Dealer management any more than a pair of hiking boots will turn technology aren't enough to meet the market’s systems that scale from medium to very large you into Sir Edmund Hillary. needs because the market is actually people, businesses; a suite of intelligent mobile apps, not numbers. and the best BI in the industry. As with any tool, success comes through application and mastery. The way leading And people have challenges and problems But their real competitive advantage is their businesses beat their contemporaries is by that require solutions; they have opportunities understanding of the people they serve and leveraging the expertise of others. It’s easier to they'd like to explore. And everyone views the challenges they face. It's their culture of scale a mountain if a guide shows you where their issues in a unique way. They can’t be choosing to help in ways that go beyond the the strong footholds are; if they show you what pigeonholed or addressed according to a typical vendor/client relationship. to pack, and if they point to shortcuts that can universal checklist. That's why each of their clients enjoys get you to the summit. This presents an opportunity. The paradox of the assistance of a dedicated Customer Our industry is experiencing unprecedented our rapidly changing industry is that, despite Relationship Manager – a person whose sole change, yet many businesses on both sides of advances in technology and ready access to responsibility is to ensure their success – much the fence cling to old and tired methods of knowledge, the one competitive advantage we like Norgay did for Hillary. doing business. can each employ is to understand the person on the other side of a transaction and deliver Because while software might get you to your Chief among them are practices that serve something just for them. mountain, an experienced guide can get you the business first and the client second. Every to the top. business requires processes and Auto-IT’s The right technology and the right advice solutions lead the way in facilitating those. can make this a lot easier, but it must be

automotivedealer.com.au | SEPTEMBER 2019 | 68

CONVENTION SPONSOR FEATURE Australian Automotive Dealer Association SIX INSIGHTS TO HELP YOU ACHIEVE YOUR BUSINESS GOALS

etter understand the behaviour of Australian car buyers with key insights from Australia's #1 for cars; Bcarsales.com.au. For more daily insights and analysis, search carsales Insights on LinkedIn and join the page.

1. Mobile, mobile, mobile

Easy and flexible: Whether it’s researching via carsales Editorial content or searching for the perfect New or Used Car, buyers are increasingly turning to their mobile during the car buying journey. The carsales mobile site and apps now make up 80% of traffic to carsales. SMS buyer enquiries to car Dealers also continue to edge up, now making up 26 per cent of the total enquiry volume.

Source: carsales internal data, July 2019.

2. Buyers are shopping for cars 24/7 on carsales

43% of buyer enquiries in July occurred outside of traditional 9am – 5pm business hours. Ensure that you have strategies in 4. Promoted listings receive more buyer to quickly follow up via SMS, to uploading place to provide customer service when your attention video to your listings and eliminating long business is closed. Hot tip: Engaging a buyer paper forms, optimising your use of digital with prompt follow-up or an auto response Promoted stock on carsales wins more tools will help your business resonate more to their enquiry not only helps them feel buyer views. Stock with Promote upgrades with millennial and first-time car buyers. immediately acknowledged and excited to set automatically purchased by Promote up an appointment, but can stop the buyer Automation received an average of 5.2x more Source: carsales internal data, January 2017–June turning to a competitor. views than unpromoted stock on carsales. 2018. Age of respondent when asked to rate dealer experience at dealership out of 10. Source: carsales internal data, July 2019. Source: carsales internal data, January 2018 – June 2019. Promote Uplift calculated on all dealer 6. Sunroof runs hot with buyers using 3. Buyers are impatient – tardy follow-up stock promoted during 2018. Uplift from Promote search keywords costs sales Automation calculated from all stock promoted by Promote Automation (n = 245) since its release (Jul Sunroof is the most searched keyword on More than 25 per cent of buyers who send 2018 – Jun 2019). carsales.com.au. Hot tip: Align with buyer an enquiry to a Dealer receive no response behaviour and highlight sunroofs in your after 24 hours, while 15 per cent of enquiries 5. Digital is the way to meet the needs of photography, video, comments and advertising to carsales convert to sale within 24 hours young car buyers creative. – underlining the importance of quickly establishing contact with the buyer and Younger car buyers are harder to please. On Source: carsales internal data, June 2019 building a relationship. carsales.com.au, customer satisfaction with car Dealers – measured by Average Dealer Source: carsales Internal Post Enquiry Surveys 1 Ratings – increases as the respondent’s age January 2017–30 January 2019. (N>226,000). rises. From utilising the AutoGate Mobile App

automotivedealer.com.au | SEPTEMBER 2019 | 70

CONVENTION SPONSOR FEATURE Australian Automotive Dealer Association EVOLUTION AND REVOLUTION

ike the automotive industry and car facing sales and management teams focused on creating more leads to sell buyer behaviour, MotorOne is also in short workshop meetings to gain a more cars. Ltravelling in this changing environment greater understanding of some of the that’s seeing measurable advancements in not-so-new revenue boosters. • Constant updating of our core Car both machinery and production, driving Care product line-up, retaining our significant innovation around how a • Expanded our Scratch and Dent Mobile industry-leading position with HYDRO ‘today’s world’ vehicle functions and what a Repair Division beyond our Schmick version 5.0 ceramic surface coatings, ‘today’s world’ vehicle looks like. Add to this Membership Programs to include new alongside new initiatives in window being part of the changing landscape and fixed repair sites in Melbourne and films and mobile cosmetic repair immediacy that the internet-of-things (iOT) Brisbane as a hub-and-spoke operation programs. offers, driving car buyers to dealership sites working in tandem with our growing • And last but not least Glenn Sharp through a plethora of legacy and emerging national fleet of mobile accident repair joining the team as COO at start online channels. vans. of 2019, meaning our dealership There’s never been a better time to get excited about • Continued to grow our workshop customers can be assured high levels being a part of this revolution, and in a MotorOne consumables product range and of service will continue as a powerful world there’s never been a better time to have more national distribution footprint through value-add to MotorOne’s complete under-the-bonnet. our Autoklene business, as well as offering. in engine solutions and workshop Here’s a summary of changes and initiatives for equipment through Autotech and Greg Lewis, MD MotorOne, says: “There the future that MotorOne have made over the Prostream. are always risks attached to revolutions, but past 12 months. sometimes the things we can’t change end up • In recognition of the growing need changing us. We offer an ever-changing line-up • Relocated MotorOne Group HQ from to offer innovative services, we’ve of products and services that meet the core focus Canterbury to Mulgrave, effectively expanded our national phone sales needs of every dealership, to help them sell more consolidating most of the MotorOne call centre to cater for dealerships car protection products on more cars.” businesses under one roof and enabling where there is no permanent Car Care all the businesses to work more Consultant or during times where a Once again, platinum sponsors of AADA and effectively in unison. relief, backup, temporary or overflow now in our 14th year, MotorOne are dedicated service is required. to supporting the industry. • Introduced quarterly ‘Sales Forums’ in our facility, primarily for dealership • Expanded our digital offering around Visit the MotorOne Group stand to find groups to spend a few hours in smaller the growing need to provide services out why we’re excited to be part of the clusters, working with our customer- ‘revolution’. Find out how our customers are POWERING UP

AADA Convention booth #81-84 Let’s talk over our complimentary luncheon Tues 10 Sep | 12.30pm

1300 007 925 pentanasolutions.com CONVENTION SPONSOR FEATURE Australian Automotive Dealer Association

POWERING YOUR CUSTOMER EXPERIENCES, AUTOMATED PROCESSES AND DEALERSHIP PROFITABILITY

hat does 2020 + beyond mean to apps empower car dealerships to link and improved forecasting accuracy and customer the automotive industry? With streamline all departments in real time. These acquisition. Our latest Business Intelligence Wmore choices being offered, quicker apps – such as Service Concierge, Loan Car tool, Pentana Analytics, is easy to use and access to information and fewer incentives and Test Drive – will help deliver faster, more provides real-time insights of all areas of your to remain loyal, today’s customers are accurate and transparent customer services. dealership anywhere. These consolidated powerfully in control of their relationships dashboards and reports provide rich data, with car dealerships. Your staff members, including Sales Managers, allowing Dealers to make informed decisions Service Advisors or Administrators, are on-the-go. A study by PwC found that consumers will empowered to be experience creators for pay more for a better experience. So what your dealership. The right technology allows Pentana Solutions’ CEO, Steve Kloss, said, exactly are consumers expecting from their them to spend more time with the customers, “I love how responsive we have been for our experiences? Speed and efficiency came first to building emotional connections and delivering retail customers around the world in meeting Australian consumers at 78 per cent, followed personalised experiences that foster long-term the ever-changing needs of the automotive closely by ease of payment and knowledgeable loyalty. consumer. We need to be vigilant on employees (Source: PwC Future of Customer continuing the focus, being nimble as trends Experience Survey). We cannot deny that Additionally, smarter and faster ways change and, finally, always listening to the consumers now are expecting immediately to process deals at your dealership are needs of our customers.” responsive services like never before. made possible with DealSmart, a central processing console. Through pre-identifying With the right profit-generating technologies, To lead the future of automotive industry is to and reviewing sales and accounting gross dealerships are sure to reduce costs and embrace change. Over the years dealerships profits, relevant bonuses and other charges, increase profitability by automating business have transitioned from product-centric to as well as ensuring these are consistent in the processes that nurture customer satisfaction becoming increasingly customer-centric. One preparation of costing deals, processing deals and loyalty. Come and say hi to us at our stand of Pentana Solutions’ key functions is to help are simply ‘one click away’. at AADA Dealer Convention & Expo 2019 our Dealers run their businesses efficiently and find out how our customers are ‘powering and seamlessly. Pentana Solutions’ eraPower Seamless use of data analytics would ultimately up’ with our comprehensive solutions. increase dealerships’ bottom line through

automotivedealer.com.au | SEPTEMBER 2019 | 74 CONVENTION SPONSOR FEATURE Australian Automotive Dealer Association TIME TO EXPAND THE TOOLKIT TO FUTURE- PROOF THE AUTO INDUSTRY

his year has been a challenging one for to invest in the technology needed to meet the The basic toolkit is ensuring you have a Dealers. The decline in new car sales rapidly changing needs of their customers. strong CRM system and customer loyalty Tis being felt globally and locally, with program that is data-driven and goes beyond Australians looking to buy a new vehicle in the Digital tools necessary offering discounts. Using purchase history next four years at its lowest point since 2014. and customer-provided data to present timely Through our conversations with Dealers we’re and relevant offers will help create positive aware that friction during the sales process has Our attitudes towards transport are also customer connections to ensure the relationship long been a challenge – one that hasn’t been changing, led by the proliferation of ride continues post-purchase. sharing apps. This shift in consumer mindsets easy to solve. We’ve tried to reduce this friction – mobility-as-a-service – means owning a car across a host of updates on the Gumtree Cars Dealers and OEMs creating insightful content is not seen as the necessity it once was. We’re platform, such as transparent listings, call that is present at all phases of the consumer also seeing Australians hit the road again, with tracking and no set-up fees. journey will find, win and retain more more travellers choosing converted vans, buses customers over their competitors. Beyond listing your car inventory online or 4WDs as their vehicle – be it for a holiday, or to reach more potential customers, many even a new life on the road. Meet Richard Dicello, Head of Motors, marketing tools enable Dealers to provide Gumtree Australia, and Grant Denyer, former While the challenges to our industry are better, more personalised service – anticipating V8 supercar driver, TV personality and significant, so too are the opportunities. Dealers customers’ needs before they even step inside Gumtree Cars ambassador, at booth 53 & 58 and carmakers able to navigate this new the showroom. to find out how you can grow with Gumtree landscape will have more time and resources Cars.

Gumtree Cars knows Australian car shoppers

Establish Optimise Connect Understand how Seize missed Build trust, loyalty car shoppers choose opportunities to and advocates for dealerships to visit. attract new shoppers. your dealership.

Uncover the misalignment between how buyers buy and dealers sell. Report available at the Gumtree Cars stand at the 2019 AADA National Dealer Convention.

GUM0011_Gumtree_Halfpage.indd 1 13/8/19 12:49 pm CONVENTION SPONSOR FEATURE Australian Automotive Dealer Association ABOUT ALLIANZ

Allianz Australia has for many years been a valued supporter of the Australian Automotive Dealer Association.

Providing insurance to more than three million Australians, Allianz was, in 2018 and for the third consecutive year, once again named the Large General Insurance Company of the Year.

The company insures everything from cars to boats to home and contents, plus it provides workers compensation services to about a quarter of Australian workers, and specialist insurance products through its host of 70 countries. Allianz Australia also contributes Insurance products and system, designed to specialist insurance subsidiaries nationally. to a variety of community activities and improve the insurance purchasing experience. participates in a workplace giving program. With more than 4,500 staff in Australia and AADA appreciates Allianz’ ongoing support New Zealand and a combined premium Allianz is proud to support its Automotive and and thanks them for helping us bring the 2019 income of over $4.73 billion, Allianz is a part Dealership partners in providing insurance Australian Automotive Dealer Association of the global Allianz Group, which provides solutions to customers nationally, and looks Convention to you. insurance to 85 million customers throughout forward the launch of its all-new Motor

YOUR THING IS MAKING YOUR BUSINESS SUCCESSFUL FOR TODAY AND TOMORROW. OUR THING IS A PROVEN TRACK RECORD OF SUPPORT FOR DEALERS AUSTRALIA WIDE.

While business conditions and context continues to evolve, it is good to know that Allianz has had a long term track record of supporting the automotive industry.

Allianz is committed to helping your business move ahead creating revenue opportunities supported with simple sales processes and insurance products that meet the needs of your customers.

To find out how Allianz can continue to work with you on building your business for the future, speak to your Allianz representative today.

2018 WINNER Large General *Australian Insurance Industry Awards 2018. Insurance Company Allianz Australia Insurance Limited (ABN 15 000 122 850) AFSL 234708. of the Year CONVENTION SPONSOR FEATURE Australian Automotive Dealer Association GENESIS – RIGHT PRODUCT - RIGHT CUSTOMER – EVERY TIME

ric Insurance is a leading provider of Genesis ensures compliance with all insurance These unique features and others work in unity Retail Insurance products sold through regulatory requirements, supports responsible with the car sales process to ensure a more Ethe Australian Dealer network. lending practices and, importantly, places the transparent and seamless customer experience customer at the centre of the transaction. within our partners. The past three years have seen substantial change in our industry, in response to Genesis has been designed to only present Eric has invested considerable time in ensuring significant issues identified by our regulators products that will provide value to a customer that our training teams and sales force are and the community. These concerns centred during their estimated ownership or finance well educated on the benefits of Genesis and around deficiencies in the way products have period. This is achieved by the customer providing the implementation plan to most effectively been constructed, priced and sold. answers to a series of qualifying questions. complete each transition. At Eric we have drawn on experience and Genesis provides a unique personalised customer Eric Insurance is committed to evolving our trends overseas, consulted with local Dealers portal that allows the customer to review business, with further innovations such as and had open dialogue with regulators to ensure all product information and any quotations Genesis to seize the opportunities offered in this we meet the requirements of today and beyond. provided after they leave the dealership. environment, to improve culture, governance, our relationships with our partners and to Genesis is a totally unique and bespoke sales Another unique feature of Genesis is providing ensure we treat our customers fairly. system to help support our Dealers and partners customers with the total cost of each product for with the integration of finance and insurance each of the different payment options available, For more information contact John Pemberton products into the sale of a motor vehicle. including credit card, pay by the month, or on 0466 626 956 bundled with finance.

Genesis Right Product - Right Customer - Every Time

To learn more, text your name, dealership and the word GENESIS to 0466 626 956

Eric Insurance Lmiited ABN 18 009 129 793 AFSL 238279 CONVENTION SPONSOR FEATURE Australian Automotive Dealer Association HOW OPENPAY IS DRIVING THE AUTO INDUSTRY FORWARD

he automotive industry is changing, transaction value of a standard service repair payment solution would improve their as is the way customers interact with order with customers who use Openpay satisfaction with their chosen dealership’s Tretailers, consider purchases and for the transaction. The opportunity for the service. finance their chosen vehicles. automotive industry and Openpay is clear. With Openpay’s reporting, case studies, Openpay, which provides flexible interest-free Earlier this year Openpay conducted a survey trackable data and monthly reporting, payment plans to customers across a wide range of its customers to assess their attitudes merchants and dealerships can see the tangible of industries, has a specialist automotive arm and behaviours around car servicing and benefits of adopting Openpay for their designed to give customers more time to pay to payments. The data revealed that around 90 business. ensure their car is safe and well maintained. per cent of customers surveyed either opted to delay scheduled services or did not have their With simple onsite sign-ups the process is This seemingly simple solution empowers cars serviced at all because of financial strain. seamless, paperless and stress-free, with the customers to manage payments over a Furthermore, almost 60 per cent said that they merchant receiving payment on the next 12-month period, and gives those working in had chosen not to upgrade their tyres, against business day. Openpay is leading the way the after-sales service industry a competitive a technician’s recommendation, because of the in the buy now/pay later market for the advantage to enhance their customer cost. automotive industry. acquisition and retention approach. Interestingly, almost 90 per cent of those Want more information? Please contact Eric Dealerships offering Openpay have seen surveyed stated that a buy now/pay later Weitzman at [email protected]. an almost threefold increase in the average

Drive now, pay later

Be part of the future of automotive finance

Give your customers a smarter way to pay for their service, repairs, accessories, after-market care and more!

Proven benefits of Openpay • Increases customer satisfaction and boosts loyalty • Provides up-sell opportunities, increasing ATV by up to 300% • Reduces lost opportuntities and lost sales with zero risk • Helps ease customer pain point of unexpected financial costs • Gives you a competitive edge with innovative finance options

Number 1 buy now, pay later provider in Automotive!

Get started at contact.openpay.com.au/auto www.openpay.com.au CONVENTION SPONSOR FEATURE Australian Automotive Dealer Association CELEBRATING 30 YEARS

TAA Super was established in As one of Australia’s leading super funds, a mistake, we’ll own it and fix it. If we find 1989, four years after the National MTAA Super is proud to support the future a better way to do things, we’ll embrace it. MWage Case that secured a 3 per cent of everyday Australians. Everything we do is to help our members employer superannuation contribution to save for a secure and dignified retirement. be paid into an industry fund. “A major achievement for MTAA Super has That will never change.” been our ability to keep costs competitive. Back then few Australians had super. Those We’ve built a robust and resilient fund MTAA Super would like to thank all our who did were mainly white collar public through strong governance and risk members and employers for your support servants or high-paid managers from the management, and a proactive compliance and loyalty over the last 30 years. We look private sector. regime. This all adds up to better outcomes forward to supporting you for many more. for our members,” explained John Brumby, Three decades later most Australians have MTAA Super Chairman. This document is issued by the Motor Trades accumulated retirement savings throughout Association of Australia Superannuation Fund their working lives. In fact, as at September Low fees and costs, advice to suit your Pty. Limited (ABN 14 008 650 628, AFSL 238 718) the Trustee of the MTAA Superannuation Fund 2018, there was over $2.8 trillion dollars needs, flexible investment options, motoring (ABN 74 559 365 913, USI MTA0100AU). The invested in Australian super funds – more spirit. MTAA Super puts members first – information provided is of a general nature and than double the national GDP. always. Leeanne Turner, MTAA Super CEO, does not take into account your specific financial explained, “Our driving philosophy has needs or personal situation. You should assess your Today super doesn’t just shape the always been ‘members first’. That means if financial position and personal objectives before retirement of Australians, it shapes many we see an issue, we’ll address it. If we make making any decision based on this information. We aspects of our everyday lives. also recommend that you seek professional advice from a licensed financial adviser.

Steven Tong, Mechanic Member since 2002

It’s my choice.

1300 362 415 Make it yours. mtaasuper.com.au

I’ve always loved working with cars. When I retire, I want to continue to share this passion with others, spend time with my family, and travel.

With MTAA Super, I know I’m in good hands.

This document is issued by Motor Trades Association of Australia Superannuation Fund Pty. Limited (ABN 14 008 650 628, AFSL 238 718) of Level 3, 39 Brisbane Avenue Barton ACT 2600, Trustee of the MTAA Superannuation Fund (ABN 74 55 365 913). Motor Trades Association of Australia Superannuation Fund Pty. Limited has ownership interests in Industry Super Holdings Pty Ltd and Members Equity Bank Limited. The information provided is of a general nature and does not take into account your specific needs or personal situation. You should consider the MTAA Super Product Disclosure Statement in making a decision (mtaasuper.com.au/handbooks). CONVENTION SPONSOR FEATURE Australian Automotive Dealer Association VALVOLINE: HANDS-ON EXPERTISE

alvoline is the lubricant industry’s oldest assured of industry-leading customer service. Equipment and finance brand, with over 150 years of hands-on Our dedicated and experienced team of To improve the productivity of your business Vexpertise. Established in 1866, Valvoline territory managers and customer service vans Valvoline has a number of equipment and is a leading supplier of quality automotive understand your business and can provide financing initiatives available. products and services to the Australian product and servicing solutions to suit. Franchised Dealer market. Valvoline is the Flexible payment options right choice for your dealership and here are a Customer service Valvoline understands the importance of cash few reasons why: Valvoline’s dedicated in-house service team are flow and provides flexible payment options available to help with product orders, delivery to suit. With some of the best credit terms in Heritage enquiries and service issues, as well as product the industry, Valvoline offers 30-day payment Having first introduced engine oil back in and promotion updates. from statement. 1866, Valvoline have remained a trusted brand for more than 150 years. Guaranteed supply Transition plan A true cornerstone of the Valvoline business, We understand there is a period of adjustment Product range thousands of customers depend on us each when making the switch to a new supplier, Lubricants are our business – it’s what we week to deliver in full on time. thus we have a tried and tested transition know. No matter the vehicle make or model, process in place to ensure the move is Valvoline have the product to suit. Technical support seamless. A team of full-time experts are at the ready Extensive sales team to answer all your technical questions. Oil With one of the largest sales teams of any analysis is also available from our laboratory. lubricant supplier across Australia, you can be

“Having a 25-year business relationship in the motor industry is a lot more than dollars and cents. It is based on TRUST, RELIABILITY and PEOPLE. That’s why Valvoline has been so successful.”

- Alan Johnstone

WE WELCOME YOU TO CONTACT SALES ON 1800 458 237 AND ASK FOR MARK MACLURE, MICHAEL BENAD OR YOUR LOCAL STATE MANAGER TO DISCUSS HOW WE CAN CONTRIBUTE TO YOUR BUSINESS. Gumtree Cars knows Australian car shoppers

Establish Optimise Connect Understand how Seize missed Build trust, loyalty car shoppers choose opportunities to and advocates for dealerships to visit. attract new shoppers. your dealership.

Uncover the misalignment between how buyers buy and dealers sell. Report available at the Gumtree Cars stand at the 2019 AADA National Dealer Convention.

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