HOW DEALERS HAVE ADAPTED to SURVIVE LOCKDOWN LESSONS / P23 Adrocket

CONFIDENCE IS KEY / P6 Consumer conﬁdence will determine reopening success, says exclusive survey

‘NO WOLF OF WALL STREET’ / P16 At Hills Garages there is no clamour for short-term, cut-throat business www.am-online.com April 2021 £8.00 EVs & EMISSIONS / P41 Dealerships are becoming crucial in a charge towards electricity

HOW DEALERS HAVE ADAPTED TO SURVIVE LOCKDOWN LESSONS / P23 adRocket

CRS-958_H2 Approved Dealer A4 CAR DEALER Ad.indd 1 15/09/2020 09:23 FP_AM_CRS958H2Apid4525866.pdf 03.10.2021 13:51 EDITOR’S LETTER

would imagine you were as pleased as I was to see Boris Johnson set a roadmap out of lockdown. Less than a month from now – provided infection rates continue to drop – vehicle showrooms will be allowed to reopen, plus we’ll be able to have a cuppa outside with a pal or relation after work. The past 12 months have made me appreciate technology more than ever. Since AM shifted to working at home last March, our video meetings, webinars and phone calls have Ihelped Tom and I keep abreast of how you’re overcoming the challenges – adapting to survive, as our cover illustrates. Whereas in normal times we would have been on site, being nosey and asking questions in someone’s dealership or an OEM’s office, every single month. I’ve missed those visits. I’m sick of the sight of Peterborough, to be honest. So, I’ll finish with two toasts: Here’s to WiFi, our saviour in lockdowns. And here’s to face-to-face meetings (no matter whether dealer-customer or AM-dealer) in the spring sunshine.

OUR WRITING TEAM

Tim Rose Tom Sharpe Editor News and features editor

am-online.com APRIL 2021 3 adRocket

Are you losing one in four customers?

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FP_AM_40159Startid4441573.pdf 12.01.2020 14:34 CONTENTS

16 Hill Garages (Woodford)

UP FRONT INSIGHT

06 News insight 16 Face to face: Hill 22 5 minutes with... 55 Success with 08 Garages (Woodford) Matt Wigginton, BEN service plans News digest Husband and wife team The fund-raising director of Innovative service plan 10 Market intelligence head up the aftersales and the BEN speaks to us about suppliers are coming up 15 sales departments of this rebuilding the charity’s with solutions to arrest the Opinion long-established business finances after the challenges decline prompted by the within the M25 posed by the pandemic drop in new car sales TALENT SPOTLIGHT: LOCKDOWN LESSONS

59 People on the move 24 Dealers and 27 Lockdown costs 29 L o c k d o w n 62 Eight questions to... their OEMs vs benefits positives A look at which OEMs The pandemic has obliged Four senior executives Allan Hines, sales offered tangible help to dealers to pay out vast on how they feel their executive at HR Owen dealers throughout the sums. Now it’s time to reap dealerships coped during Lamborghini, London COVID-19 crisis the benefits the three lockdowns SPOTLIGHT: EVs & EMISSIONS SHOWROOM 42 CAFE regulations 48 Alternative fuel vehicles 52 At-a-glance guide Manufacturers are looking at model To successfully adapt to the growing interest rationalisations, reduced trims and increased in AFVs, dealers must ensure their sales to new EVs for 2021 co-operations to comply with clean air targets advisers have all the right answers am-online.com APRIL 2021 5 NEWS INSIGHT CONSUMER CONFIDENCE HOLDS THE KEY IN REOPENING BATTLE

Survey shows it’s a major concern for more than half of motor retail’s senior executives

onsumer uncertainty Publicity of COVID-19 safety meas- The BoE said in February that months (-64 vs -67); economic situ- is the main hurdle to ures in dealerships will likely help the private savings accounts were up ation over the next 12 months (-30 vs the car retail sector’s market revival, reassuring potential £125bn in 2020, but warned that -44); and big purchases climate (-19 C revival after show- customers that showrooms are safe consumers may not be keen to vs -24). room doors reopen on trading environments. spend the UK economy back to Auto Trader’s online leads data April 12, according to industry leaders. health due to economic uncertainty also indicates rising interest from An exclusive AM survey of the INJECT ‘FEEL-GOOD FACTOR’ and news of redundancies. It more car buyers. The UK’s biggest sector’s chairmen and directors, But Cambria chief executive, Mark suggested 70% of consumers will car marketplace had 58.8 million carried out in partnership with Lavery, told AM that retailers should hold on to the savings they accrued. visits in February – a year-on-year JudgeService YourPoll, showed be emphasising the “feel-good Yet buyer confidence may be increase of 3.6% – and average daily dealers should be marketing the factor” a new vehicle brings. boosted by the UK’s trade deal with users grew 6.8% to 1.4 million. appeal of buying a new car now as “There isn’t much out there right the EU, the extension of Govern- To boost their profile ahead of lock- Lockdown 3 nears its end. now that is going to compare with ment’s Coronavirus Job Retention down’s end, major AM100 dealers Asked what is the most significant the feel-good factor of buying a new Scheme (CJRS) to September and have seemingly turned to television barrier to new car sales, 53.9% of car,” said Lavery. the vaccination programme running and sports events – two of the few respondents – a mix of chief execu- “Television is littered with adverts ahead of schedule. feel-good pastimes available to ‘stay tives, directors and other ‘C-suite’ for foreign holidays but, honestly, not As evidence of this, the UK’s at home’ consumers. leaders – said it is consumer confi- many people will be keen on going monthly Gfk Consumer Confidence Marshall Motor Holdings has been dence, and 50% felt the same abroad in 2021. With the Bank of Index already rose five points to -23 advertising around televised football regarding used car sales. England (BoE) telling us that people in February. The score was the matches, England’s Six Nations rugby And 57.7% said it was the main have managed to save money during highest since March last year, and matches, England cricket matches driver in reduced aftersales the crisis, all we can do is encourage included improvements in four key and sponsoring darts players. throughput, despite Government them to come and buy a car, and why sub-indexes: personal finances over Vertu Motors has advertised on TV allowing servicing and maintenance not? It’s just what a lot of people need the next 12 months (4 vs 2 in January); and sponsored Channel 4’s F1 work to continue. to cheer themselves up.” economic situation over the past 12 coverage, plus online retailers Cazoo

Almost normal: Lower than normal: Almost normal: Higher than 3.85% 26.92% 11.54% normal: 3.85%

QUARTER ONE QUARTER ONE NEW CAR USED CAR PERFORMANCE... PERFORMANCE... LOW EXPECTATIONS SLIGHTLY LOWER IMPACT ON USED CARS

Significantly lower Significantly lower than normal (more than normal (more Lower than normal: than 10%): 69.23% than 10%): 57.69% 26.92%

6 APRIL 2021 am-online.com SEND US YOUR NEWS If you have any news stories you’d like to let us know about email us at [email protected]

and cinch are getting brand expo- Other: 7.69% Consumer sure in sports sponsorship deals. uncertainty: 53.85% Marshall’s chief executive, Daksh Gupta, said: “We started planning this marketing activity 18 months Showrooms being shut ago, but it has clearly paid dividends – lockdown: 7.69% in lockdown. Together, it’s seen 100 million live viewers exposed to our brand on TV.” New car stock ‘DISMAL NEW PLATE MONTH’ lead times: 7.69% Dealers indicate a market resur- MAJOR OBSTACLES gence is clearly desired. Society of New car stock FACING NEW CAR Motor Manufacturers and Traders availability: 3.85% PERFORMANCE (SMMT) chief executive Mike Hawes CONSUMER UNCERTAINTY warned March will be “a third, Managing social IS BIGGEST OBSTACLE successive dismal new plate month” distancing: 3.85% (see also page 12). The SMMT and National Franchised Dealers Financial business Association (NFDA) have lobbied for constraints: 3.85% early reopening of showrooms. Yet survey respondents placed the restriction behind consumer confi- Customers unwilling to dence in their list of major obstacles. visit showrooms: 11.54% Just 7.69% felt showrooms being shut was a ‘major obstacle’ to new car sales, and 15.4% felt the same regarding used car volumes. the sector’s resurgence to stumble. director of automotive, Sarah Noble, bounce back when England’s show- Many more, 26.9%, said lockdown While 56.7% of respondents to the suggested the supply of vehicles and rooms reopen in April, but he felt it had been a major obstacle to after- survey suggested that Brexit had, parts could be impacted by Brexit would not be as significant as that sales, likely reflecting low car usage ultimately, had no effect on their new and COVID for some time to come. after Lockdown 1, when all vehicle and a lack of annual service demand car business and 53.85% agreed to Gupta agreed it is a risk, but pointed sales, effectively, stopped for weeks. this spring due to the Lockdown 1 some extent it had not impacted out there are tailwinds as well as “It’s unlikely we’ll see such a surge collapse in new car sales. parts supply, issues at UK ports and headwinds in 2021. in pent-up demand because the Data gathered by Cox Automotive with the provision of semiconductors He said: “As far as the supply issue sector has managed to adapt and showed orders for new ‘21’ number to EV-producing OEMs are ongoing. goes, many OEMs brought extra deliver sales despite lockdown this plate cars in March were down by as A total of 15.4% ‘totally disagreed’ stock to the UK in late 2020 in antic- time around,” he told AM. “Year-to- much as 30%. In the AM survey, with the statement that Brexit had ipation of a hard Brexit, so we are date, (sales) are down 38.1% and barely 8% of respondents felt March played no impact in their new car better placed than we might have clearly that’s not as far as the 97.3% would generate a ‘normal’ new car and parts business, however. been.” dip seen during the first lockdown.” order take; 69.2% said orders would At AM Live in January, Deloitte Gupta told AM he hoped to see a TOM SHARPE be ‘significantly down’. Views were no more positive for used cars, where only 15.4% of the Other: 7% Consumer sector’s senior figures felt retailers uncertainty: 50% would achieve ‘normal’ volumes for Used car stock the time of year. availability: 3.85% In all, 46.2% said used car sales activity would be ‘lower than normal’, while 34.6% said that it would be ‘significantly down’. Just 3.9% felt that aftersales would Showrooms being be ‘significantly down’, however. closed: 15.38% MAJOR OBSTACLES While 53.9% said they felt activity FACING USED CAR would be ‘lower than normal’, 38.5% PERFORMANCE felt levels would be ‘about normal’. CLOSED SHOWROOMS Gupta and Cox Automotive insight Lack of consumer MORE IMPACT ON and strategy director, Philip Nothard, enquiries on used both hoped March’s usual high sales cars: 3.85% USED CARS would switch to April and beyond. Nothard said: “April and May could see a surge in new car sales, Financial business coinciding with the recent release of constraints: 11.54% the new ‘21’ number plate.” Customers unwilling SUPPLY CONCERNS to visit showrooms: But there are concerns that new and 7.69% used car supply issues could cause am-online.com APRIL 2021 7 NEWS DIGEST ADVERTISING FEATURE THIS MONTH’S NEWS HIGHLI BCA taking FEB 12 SANDOWN EXTENDS ITS MERCEDES-BENZ REACH applications Sandown Motors Group completed the acquisition of the Sytner for Graduate Group’s Mercedes-Benz car dealership in Newbury – extending Development its footprint into Berkshire. The Dorset- based AM100 car retail group adds the site to existing to Programme Mercedes franchises in Basingstoke, Dorchester, 2021/2022 Farnborough, Guildford, Hindhead, Poole and Salisbury. BCA is pleased to announce that applications for the 2021/2022 Graduate Development Programme 15 JLR ANNOUNCES NEW STRATEGY, THEN JOB LOSSES are now open. Jaguar Land Rover (JLR) Graduates can gain real in-depth experience announced its ‘Reimagine’ across different functions of BCA through the strategy to transform Jaguar into an EV-only brand by in-house programme, with a selection of 2025 and 60% of new Land placements operating on a rotational basis Rover sales zero-emissions- over a 12-month period. capable by 2030. CEO Thierry BCA provides tailored training, mentoring and Bolloré (pictured) revealed the support throughout, helping students to unlock their strategy, which will also see maximum potential. There is also the opportunity plans for the new flagship XJ EV to study for a nationally-recognised qualification scrapped. JLR will be axing alongside the programme to help students build 2,000 jobs in the coming year. their skills and capabilities. BCA is committed to building effectiveness and efficiency across the business through training and 19 NEW PORSCHE FLAGSHIP IN READING development. Our highly successful Graduate Work got underway on the UK’s first flagship dealership Development Programme is now in its seventh utilising the new ‘Destination Porsche’ corporate identity year and BCA has provided places for 65 in Reading for Porsche Retail Group. A fortnight later graduates in that time, many who have stayed Inchcape revealed its plans to create another with BCA to progress their career. ‘substantial’ facility in Bournemouth. The programme gives students the opportunity to experience a variety of business disciplines and automotive specialisations with BCA. We provide 22 CAZOO SAYS FLOATATION REPORT IS JUST ‘SPECULATION’ tailored training and mentoring support to help Sky News reports that students unlock their potential with the prospect to Cazoo is preparing for £6bn study to build skills and capabilities with the right stock market floatation qualifications. The BCA Graduate Programme is were branded as building for future growth in the business. “speculation” by the BCA is developing a pool of the very best talent London-based online car in our industry to become the business leaders of retailer. Cazoo has sold the future. The programme is building for growth almost 20,000 cars since in the business as BCA continues to develop as a its December 2019 launch. service provider that touches every part of the automotive value chain. 23 BUYERS CAN COMPLETE PURCHASE IN SCOTTISH SHOWROOMS For more information, please contact The National Franchised Dealers Association (NFDA) received the graduate team: [email protected] confirmation that Scotland’s car buyers could complete purchases inside a showroom as part of a scheduled click-and- collect handover. It came as Lawgistics legal advisor, Nona Bowkis, told AM that the decision over whether to offer test drives in England has been rendered “purely moral” during Lockdown 3 after clarification of the law.

8 APRIL 2021 am-online.com IN DETAIL HLIGHTS To view the full story go to am-online.co.uk/news CAN YOU INCHCAPE LISTING RECLASSIFIED 25 Inchcape confirmed that its London Stock Exchange listing had been reclassified to remove reference to retail after it disposed of 13 UK dealerships as part of a renewed focus on distribution. The development was revealed in 2020 financial results which showed a 25% decline in turnover, to £6.34bn (2019: £9.38bn), and pre-tax profits down 131.8% to a statutory loss of £128m (2019: £402m profit). HELPMOTOR PEUGEOT’S NEW LOOK 26 Peugeot set out its intention to continue a “journey upmarket” RETAILERS? with the introduction of a new logo, marketing campaign and corporate identity (CI). Unveiling the new look, the French Then advertise here brand’s new chief executive, Linda Jackson, said the market shift had begun with the launch of the latest 508 and 3008 SUV. MAR AM magazine goes out to more than VOLVO EVs WILL SELL ONLINE ONLY 2 Volvo Car UK’s plan to sell all new EVs online is set to make 100% of its sales digital as it shifts to a pure electric model * range by 2030. MD Kristian Elvefors said that UK franchisees were already working on parallel traditional and , agency model sales 11 000 contracts to facilitate the change. READERS each month in print and digital form. CDK REBRANDS AS KEYLOOP 2 CDK Global International marked its rebrand as Keyloop with It is the ideal place to promote the acquisition of both RAPID RTC and enquiryMAX following its takeover by investment firm Francisco Partners (FP). products and services that help Days later the supplier consolidation continued in automotive motor retailers run their businesses retail with Cox Automotive’s acquisition of Codeweavers. more effectively.

Your advert could be here, driving growth to your business. Call the AM commercial team on MARSHALLS CONSIDERS REPAYING FURLOUGH CASH 9 01733 366474 or 01733 366364 Marshall Motor Holdings chief executive Daksh Gupta said to find out more. the AM100 PLC would consider repaying Government furlough payments “if we have the opportunity”. His comment followed publication of 2020 financial results which showed Marshall had outperformed the market with revenues down 5.3% to * Latest July 2019-June 2020 ABC audited £2.15bn and pre-tax profits up 3.7% to £20.4m. circulation: 11,031

am-online.com APRIL 2021 9 MARKET INTEL

MARKET REPORT FEB 2021 MARKET AT ITS LOWEST FOR MORE THAN HALF A CENTURY Kia, Volvo, MG and Porsche enjoy relative success, but JLR market share is well down

he overall market was down by and fewer than 100 units behind Renault. the same as sister-brand Lancia did in 1991, just 35.5% in February and an almost The only sizeable manufacturer to see an before Lancia abandoned the UK market. identical 38.2% year-to-date absolute increase in registrations was Porsche At a segment level, the market is becoming T (YTD). The February figure was (up 21.2%) mostly thanks to the new Taycan plus ever-more polarised between large, growing the lowest since 1959, which does a rise in sales of the Macan. In case you were segments and small, shrinking ones. not bode well for the rest of the year. In fact, the wondering if Porsche really counts as a sizeable The C-segment (small family cars like the Golf Society for Motor Manufacturers and Traders brand, it has a market share of 0.8%, just behind or Qashqai) is taking a record 42.1% of the total (SMMT) has reduced its 2021 full year forecast to Mazda and ahead of Suzuki. Of course, if you market. That represents a massive change on the 1.83 million, which would be the same registra- measure in terms of share of sales revenue pattern from 2000 to 2015, when the C-segment tion total as 1985. rather than share of sales volume, Porsche is a was between 25% and 30%, and traded places At a manufacturer level, the top five places were very big brand indeed these days – certainly more with the B-segment (superminis such as the pretty much as expected. Ford (9.8%) is than 2% of the total value of UK car sales. Fiesta) on an almost annual basis. maintaining its lead over VW (8.8%), although it A mention should also be made of Polestar, The B-segment itself is running at 27.0%, will be concerned that the Fiesta, the UK’s best- which only launched last year as a premium elec- almost exactly where it has been for decades. The seller for more than a decade, has lost segment tric brand. It is already running at 0.41% market reason why the C-segment has surged is that leadership to the new Vauxhall Corsa. share, only just behind Tesla on 0.45%. Given that crossovers like the Qashqai and Kuga now do the In third place, BMW (7.7%) is slightly ahead of Tesla had a huge head-start and is currently the role once played by large family hatchbacks such Mercedes-Benz (7.3%) while, as expected, Audi is most high-profile car manufacturer on the planet, as the Mondeo. rapidly closing the gap (also 7.3%, but with 100 that is quite an achievement for Scandinavian The third major segment is, of course, premium/ fewer registrations). understatement against Silicon Valley hype. large SUVs, which is up to 18.0% – needless to However, the manufacturer in sixth is more of At the opposite extreme, Jaguar is down by say, another record. a surprise. Kia has a number of reasons to be 60.7% to a market share of just 0.9%. The That means the three top segments now feeling more positive than almost anyone else at announcement of a new JLR strategic plan (which account for 87.0%. It is somewhat ironic that the present after overtaking Vauxhall and taking looks a lot more like a Land Rover strategic plan industry has offered consumers more and more leadership of a mainstream segment for the first with a few niche electric Jaguars), reflects the choice over the past 20 years, and consumers time (the Picanto is the UK’s best-selling city car collapse in sales. Only the F-Pace and I-Pace are have responded by choosing ever-more similar YTD), and the e-Niro becoming the UK’s best- selling in anything remotely like decent numbers. products. It is rather like the scene from the “Life selling battery electric vehicle (BEV). Meanwhile, the Italians seem to have missed of Brian” where Brian tells the crowd that they Most of the other mainstream manufacturers the fact that the UK has negotiated a free-trade are all different, and crowd responds in unison, have declined broadly in line with the overall agreement with the EU. Fiat is down 69.5% to a “yes, we are all different”. market, with a few notable exceptions. Volvo has market share of just 0.7%. It is hard to say when Of the remaining segments, the largest is now fallen by only 15.9%, and has a market share of Fiat’s share was last at that level, as most records compact executive models such as the BMW 3 3.5% – double what it was a decade ago. don’t go that far back, but it would certainly be Series, with a share of 4.9%. However, that MG has got off to another flying start, with more than 50 years ago. Alfa Romeo is down by segment has become more polarised as well. market share of 1.6%. It is now ahead of Honda, 63.7% to less than 0.1%. It is now selling about 77% of sales come from Audi, BMW and

SUPPORTING DEALERS, WHATEVER IS

10 APRIL 2021 am-online.com Sponsored by

SPONSOR’S COMMENT

By Richard Jones, managing director, MARKET SHARE YTD FEB 2021 SEGMENT Black Horse As we all wait impatiently 45% 40% for lockdowns to end and 35% become distant memories, 30% 25% it’s really important to 20% acknowledge how the industry has built 15% resilience into its sales model over the 10% 5% past 12 months. 0% The rapid development of digital SUV City car Luxury Sports H journeys and introduction of forward- A Executive F G Superminis Small family Large family E B C D Compact exec looking pricing concepts, all point to D2 greater transparency and have seen sales that dropped to floor in March 2020 YTD DECLINE BY SEGMENT FEB 2021 MARKET SEGMENT now clocking at around 70% of normal levels in latest lockdowns. 0% This industry has been working -10% hard during COVID and will emerge -20% with some impressive muscle memory. -30% We all, of course, hope that customers -40% will return to the market in numbers as restrictions lift, but are also very much -50% aware that confidence will be the key to -60% recovery. People need to feel safe and SUV City car Luxury Sports H A Executive F G protected as normality begins to return, Superminis Small family Large family E B C D Compact exec D2 when they step back into making major purchases. And there couldn’t be a better time Mercedes, with almost all the remainder It might sound odd to say that small cars to focus on the strength and security from the Tesla and Polestar BEVs. have a problem with CO2 figures, but each that motor finance products give our There is virtually nothing left for Alfa manufacturer has a CO2 target based on the customers. Romeo, Jaguar and Volvo, while Lexus has average weight of their vehicles. The heavier Hire purchase and PCP give all dropped the IS. The two segments that have the vehicle, the higher the CO2 target, and fallen the most are executive saloons/estates light city cars mean a lower target (the 2020 customers protection on the quality of the like BMW’s 5 Series (down 57.1%) and city CO2 target varied by manufacturer from 93g/ cars they buy and termination clauses cars (down 54.9%). Executive models are km of CO2 for Fiat to 108 g/CO2 for Volvo). should things not go as planned. A PCP suffering as more buyers move into premium The idea of tighter CO2 rules encouraging gives customers affordable payments SUVs, and city cars are declining as manu- larger cars seems counter-intuitive. However, facturers are generally pulling out of a all rules are subject to the law of unintended and protection against depreciation as segment with wafer-thin margins and very consequences – and automotive regulations they mull over future fuel choices. unfavourable CO2 figures. doubly so. DAVID FRANCIS At Black Horse we are thinking about what we have learned about keeping customers financially safe. Payment holiday options in contracts to help with unforeseen events perhaps? There is a lot to think about, but what a great opportunity to bring all we have done together and make motor point of sale finance the customers’ first choice.

TEVER IS AROUND THE CORNER. blackhorse.co.uk/abetterway

am-online.com APRIL 2021 11 MARKET INTEL Sponsored by

NEW CAR REGISTRATIONS

February Year-to-date SMMT warns new Marque 2021 % market 2020 % market % 2021 % market 2020 % market % plate month will share share change share share change 1 Ford 5,129 10.00 8,462 10.63 -39.39 13,835 9.77 24,839 10.85 -44.30 be ‘dismal’ – again Volkswagen 4,952 9.65 8,948 11.24 -44.66 12,521 8.84 22,145 9.68 -43.46 BMW 3,939 7.68 6,654 8.36 -40.80 10,941 7.73 16,732 7.31 -34.61 As last month’s UK new car market dropped 35.5% versus February 2019, car dealers Mercedes-Benz 3,787 7.38 5,745 7.22 -34.08 10,387 7.34 16,875 7.37 -38.45 should be braced for “a third, successive Audi 3,715 7.24 4,485 5.63 -17.17 10,298 7.27 14,245 6.22 -27.71 dismal new plate month” in March, warned Society of Motor Manufacturers and Traders Vauxhall 3,359 6.55 5,132 6.45 -34.55 8,958 6.33 14,368 6.28 -37.65 (SMMT) chief executive Mike Hawes. 2 Kia 2,873 5.60 3,054 3.84 -5.93 9,144 6.46 9,338 4.08 -2.08 With England’s showrooms to remain closed until April 12, and restrictions in other Toyota 2,358 4.60 3,740 4.70 -36.95 6,872 4.85 11,643 5.09 -40.98 UK nations continuing, the SMMT wants Nissan 2,275 4.43 2,788 3.50 -18.40 6,908 4.88 11,039 4.82 -37.42 permission to reopen “as soon as possible” Škoda -29.73 -34.65 to get new vehicle sales back on track. 2,243 4.37 3,192 4.01 5,331 3.77 8,158 3.56 It acknowledged online sales had provided a Peugeot 1,950 3.80 2,939 3.69 -33.65 4,881 3.45 8,068 3.53 -39.50 “lifeline” during lockdown, but still reforecast Land Rover 1,837 3.58 2,081 2.61 -11.73 5,465 3.86 7,694 3.36 -28.97 2021’s new car market down to 1.83 million units, from its 1.89m January forecast. Volvo 1,788 3.48 1,802 2.26 -0.78 4,968 3.51 5,909 2.58 -15.92 February’s retail new car registrations, down Mini 1,557 3.03 2,046 2.57 -23.90 3,227 2.28 4,278 1.87 -24.57 37% year-on-year, totalled 21,364 units. This equates to an average of five sales per Seat 1,524 2.97 2,696 3.39 -43.47 3,978 2.81 7,897 3.45 -49.63 UK franchised dealership. Hyundai 1,258 2.45 2,469 3.10 -49.05 4,357 3.08 6,474 2.83 -32.70 Citroën 1,099 2.14 2,152 2.70 -48.93 2,578 1.82 5,202 2.27 -50.44 1 FORD MG 831 1.62 883 1.11 -5.89 2,205 1.56 2,729 1.19 -19.20 Still market leader, its Kuga SUV (960 units) overtook Focus (945 units) Renault 698 1.36 1,320 1.66 -47.12 2,279 1.61 4,224 1.85 -46.05 in February to be its second best seller Suzuki 511 1.00 1,021 1.28 -49.95 971 0.69 2,815 1.23 -65.51 (Fiesta’s still way ahead with 1,645 registrations). Mazda 496 0.97 948 1.19 -47.68 1,244 0.88 2,973 1.30 -58.16 Honda 495 0.96 1,799 2.26 -72.48 1,465 1.03 4,989 2.18 -70.64 Fiat 425 0.83 1,097 1.38 -61.26 837 0.59 2,808 1.23 -70.19 Jaguar 334 0.65 848 1.07 -60.61 1,248 0.88 3,173 1.39 -60.67 Dacia 293 0.57 823 1.03 -64.40 1,127 0.80 2,045 0.89 -44.89 Polestar 261 0.51 0 0.00 0.00 587 0.41 0 0.00 0.00 Mitsubishi 210 0.41 397 0.50 -47.10 572 0.40 1,810 0.79 -68.40 Porsche 193 0.38 278 0.35 -30.58 1,112 0.79 917 0.40 21.26 Lexus 192 0.37 422 0.53 -54.50 818 0.58 1,876 0.82 -56.40 Jeep 120 0.23 155 0.19 -22.58 285 0.20 627 0.27 -54.55 2 KIA Fortune favours the brave, and Kia is Cupra 78 0.15 0 0.00 0.00 291 0.21 0 0.00 0.00 gaining market share – two months into DS 73 0.14 140 0.18 -47.86 182 0.13 425 0.19 -57.18 2021 it has overtaken Vauxhall (Kia 6.46% YTD, Vauxhall 6.33%). Its growth Abarth 65 0.13 130 0.16 -50.00 126 0.09 350 0.15 -64.00 is all thanks to the fleet and leasing smart -26.25 36.19 market, however, led by the electrified 59 0.11 80 0.10 143 0.10 105 0.05 Niro. Kia’s retail sales were down 35% Alfa Romeo 30 0.06 112 0.14 -73.21 114 0.08 314 0.14 -63.69 in February. Bentley 28 0.05 42 0.05 -33.33 117 0.08 220 0.10 -46.82 Subaru 22 0.04 24 0.03 -8.33 52 0.04 73 0.03 -28.77 SsangYong 17 0.03 80 0.10 -78.75 64 0.05 183 0.08 -65.03 Maserati 12 0.02 24 0.03 -50.00 62 0.04 95 0.04 -34.74 Alpine 0 0.00 1 0.00 0.00 5 0.00 11 0.00 -54.55 Other British 67 0.13 83 0.10 -19.28 224 0.16 309 0.14 -27.51 Other Imports 159 0.31 502 0.63 -68.33 782 0.55 898 0.39 -12.92 Total 51,312 79,594 -35,53 141,561 228,873 -38.15

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FP_AM_200210BHUsid4523980.pdf 03.08.2021 12:26 MARKET INTEL Sponsored by

FINANCE OFFERS

TOP FINANCE DEALS FOR RETAIL BUYERS Finance scores Model Finance Deposit Term Monthly Final APR Offer ends type payment payment easing upwards Mercedes-Benz EQC 400 4MATIC AMG Line PCP £11,832.52 48 £546.51 £29,550 0.00% 31/03/2021 A250e AMG Line PCP £5,438.24 48 £249.69 £16,050 2.90% 31/03/2021 in latest DAS E300 SE Saloon PCP £7,480.31 48 £353.81 £19,700 1.30% 31/03/2021 GLC300e 4MATIC AMG Line PCP £8,082.77 48 £406.34 £21,200 2.20% 31/03/2021 anufacturer finance programmes GLC300 4MATIC AMG Line Coupe PCP £8,768.56 48 £455.76 £22,250 2.20% 31/03/2021 have become more competitive and CLA 250e Coupe PCP £6,637.82 48 £354.20 £17,575 3.40% 31/03/2021 M offered better earnings potential over GLA 250e Exclusive Edition PCP £6,631.92 48 £328.62 £20,125 4.60% 31/03/2021 the past 12 months, according to the C300e AMG Line Edition Estate PCP £6,983.13 48 £407.17 £16,025 2.70% 31/03/2021 latest Dealer Attitude Survey (DAS). Average scores out of 10 went from 5.9 (compe- B250e AMG Line PCP £6,007.17 48 £313.14 £16,775 3.90% 31/03/2021 tetiveness) and 6.7 (earnings potential) to 6.1 and 6.9 GLE300d 4MATIC AMG Line 7-seat PCP £8,780.10 48 £503.73 £25,000 5.90% 31/03/2021 respectively. This is a positive sign for trading over C200 Sport Edition Saloon PCP £4,531.57 48 £280 £11,825 5.90% 31/03/2021 the difficult winter period, with confidence in finance C200 Sport Edition Saloon Estate PCP £4,997.20 48 £322.51 £12,300 6% 31/03/2021 offers still remaining high, with 14 of 30 OEMs rated C200 AMG Line Cabriolet PCP £6,062.72 48 £386.59 £15,175 5.90% 31/03/2021 at the average or at a higher level for how compet- S350d L AMG PCP £10,723.07 48 £572.41 £23,075 0.00% 31/03/2021 itive their offers are. Lexus The research for the latest survey had an overall response rate of 59.5% on average, representing a UX300e PCP £7,427 48 £429 £19,305 4.90% 31/03/2021 network size of 4,346 retailers across the UK. UX F Sport with Takumi Pack PCP £12,843 48 £299 £18,042 3.90% 31/03/2021 The National Franchised Dealers Association’s CT with Premium Pack PCP £5,992 48 £229 £10,665 2.90% 31/03/2021 (NFDA) Winter 2020/21 DAS results show a IS with Comfort Pack PCP £7,899 48 £299 £13,567.50 1.90% 31/03/2021 continued strong showing from Lexus and Toyota, NX Premium Sport Edition PCP £8,768 48 £329 £17,836 3.90% 31/03/2021 with both maintaining near perfect scores of 9.1 and ES with Premium Edition PCP £7,745 48 £329 £14,670 3.90% 31/03/2021 9 out of 10 for how retailers rated them on how their RC F Sport PCP £13,464 42 £389 £17,730 5.90% 31/03/2021 offers compete against rivals in the market. RX F Sport with Takumi Pack PCP £12,741 42 £539 £27,945 1.90% 31/03/2021 While Kia was rated third in the previous winter survey, this time we have a tie for that position with RX L Takumi PCP £14,095 42 £549 £28,819 1.90% 31/03/2021 the Korean manufacturer, plus Ford and Mini. LC 500 with Sport Pack PCP £28,488 42 £799 £33,772.50 5.90% 31/03/2021 German-owned brands like Mini and Mercedes- LC 500 with Sport+ Pack PCP £31,036 42 £899 £39,960 5.90% 31/03/2021 Benz have also been strongly rated for earnings Mini potential. Mercedes was rated 8.8 out of 10 by Mini 3-door hatch Cooper Classic PCP £2,000 48 £220 £6,704.40 4% 31/03/2021 retailers for how much income they can generate Mini 5-door Hatch One Classic PCP £2,000 48 £205 £6,603.58 3.90% 31/03/2021 from finance and Mini came in second at 8.4. Mini Clubman Cooper Classic PCP £2,000 48 £281.11 £8,325.93 3.90% 31/03/2021 There was a consistent theme at the other end of the spectrum. Stellantis franchises like Alfa, Jeep Mini Countryman Countryman Cooper Classic PCP £2,000 48 £313 £9,445.18 3.90% 31/03/2021 and Abarth rated as offering the lowest earning Mini Countryman Countryman Cooper S E Classic PCP £2,000 48 £432.65 £13,489.74 3.90% 31/03/2021 potential and having the least competitive offers. Clubman John Cooper Works 306HP PCP £2,000 48 £452.01 £14,242.69 3.90% 31/03/2021 Subaru was also included in the bottom three for Mini Cooper Countryman Plug-in Hybrid Exclusive PCP £2,000 48 £456.18 £14,392.54 3.90% 31/03/2021 the competitiveness of its retail offers, all well Kia below 6.1 and 6.9 averages. Picanto 3 1.0 Petrol Manual (4-seat) PCP £1,199.50 37 £186.76 £5,267 4.90% 31/03/2021 Looking at Mercedes-Benz’s offers in focus for Rio 3 1.0 Turbocharged Petrol 48V Mild Hybrid Manual PCP £1,714.50 37 £289.23 £6,663.90 4.90% 31/03/2021 Q1, there is a strong mix of offers that are targeting different parts of the market. Niro Self-Charging Hybrid 3 1.6 Petrol Self Charging Hybrid Auto DCT PCP £2,485.00 37 £374.81 £11,381.30 4.90% 31/03/2021 Entry models to the brand like the A-Class, Niro Phev 2 1.6 Plug-in Hybrid Automatic DCT PCP £3,051.50 37 £374.98 £12,068.30 4.90% 31/03/2021 C-Class and B-Class are priced at £250, £280 and e-Niro 3 Long Range EV Automatic PCP £3,710.00 37 £462.85 £17,266.60 4.90% 31/03/2021 £313 a month. These are all below the average All-New Soul EV First Edition Long Range EV Automatic PCP £3,754.50 37 £417.90 £16,808.40 2.90% 31/03/2021 monthly payment of £354 for Q1, when looking at Stonic 'GT-Line' 1.0 Turbocharged Petrol 48V Mild Hybrid Auto DCT PCP £1,949.50 37 £292.21 £8,999.70 4.90% 31/03/2021 AM’s combined representative example data. Sportage 'GT-Line' 1.6 Diesel 48V Mild Hybrid Automatic DCT PCP £2,940.50 37 £379.81 £13,041 4.90% 31/03/2021 Mercedes has 0% offers to help support more All-New Sorento 3 1.6 Turbocharged Petrol Self-Charging Hybrid PCP £4,274.50 37 £528.99 £22,327.50 4.90% 31/03/2021 expensive luxury models like the EQC and S-Class, Automatic All Wheel Drive 7-seat while nearly half of the offers AM has collected for Q1 have an APR below 3%. CT the most affordable option at £229 a month. range, although the majority of its offers are Mercedes is also advertising some big deposit The IS, which is being withdrawn from the UK pushing a higher APR of nearly 5%. contributions for March on the offers section of its along with the CT, is at 1.9% APR and there is also Finance will continue to play a key supporting role website, with as much as £7,900 off selected strong support on deposit contributions with £2,000 in the market recovery once showroom doors are C-Class models, as well as £2,000 and £4,500 off off most models. back open on April 12 and it will be interesting to the A-Class hatchback and saloon variants. Mini’s offers shine in particular when looking at see what strategy is put in place for Q2 to keep up For another luxury brand, Lexus also has an how affordable they still are with lower deposit the momentum. TOM SEYMOUR accessible range of offers under that £354 average levels. In AM’s examples, with a £2,000 deposit, more monthly price point. Again, nearly half of the offers than half are priced well below the Q1 average. SEARCH FOR FINANCE OFFERS AM looked at for Lexus were priced before that Kia, likewise, has some more accessible deposit For a searchable list of manufacturers’ average monthly level, with the entry model levels and affordable monthly payments across its ﬁnance offers, go to am-online.com/offers

14 APRIL 2021 am-online.com HAVE YOUR SAY OPINIONS Do you agree with these opinions? Get in touch by email – [email protected] VIEWPOINT POLL

AGENCY MODEL MAY NOT WHICH ASPECT OF YOUR BUSINESS SUIT AGENCIES – DAKSH WILL REQUIRE MOST FOCUS IN 2021? AND TOM AT AM LIVE

PROFESSOR JIM SAKER is director of the Centre for Automotive Management at AFTERSALES: Loughborough University’s Business School, USED VEHICLE 32.6% Institute of the Motor Industry (IMI) president SALES: 18.6% and an AM Awards judge

Personally, one of manufacturers to look at not only the most interesting the lifetime value of the customer talks at January’s but also the lifetime value of the AM Live Online was vehicles they make. the interview between AM’s Tom Announcements from a number Sharpe and Marshall’s CEO of makers that they want to Daksh Gupta. Gupta’s insight on become ‘mobility companies’ what he saw as the ‘positive implies they will be looking to evolution’ of the retail automotive control not only new car sales but sector away from a traditional maybe two or three subsequent franchised system towards an sales cycles of the same vehicle. agency model was one of the By doing this they have the most informed and balanced potential to keep the long-term views on the subject I have heard. profitability within the manufac- One of the first classes I ran at turer and dealer relationship. Loughborough had a mixture of One interesting aside in Daksh’s manufacturers and dealers in the interview was his reference to room. I moved from being a sector intermediaries. A manu- lecturer to being a referee trying facturer-controlled, agency world keep the warring sides apart. would have the potential to make Over the years in most franchises irrelevant many of the agencies NEW VEHICLE the situation has improved and it and independents who work in SALES: 48.8% has, in Gupta’s words, become a the new and used car space. ‘symbiotic’ relationship. Manufacturers will want to A transition towards an agency impose their prescribed data Although motor retailers made a strong comeback in used car model, as Daksh admits, will give management systems as this sales after the first lockdown of 2020, pre-owned vehicles look greater power to the manufac- would be needed to make the set to get less focus in 2021. agency system work. By doing turer particularly in the area of New vehicle sales will take priority for roughly one-in-two product supply and marketing this they have the capability of dealerships, our AM-online poll found, while one-in-three said discounts. But will also give a keeping vehicles within their dealer group a more healthy branded network, limiting the they need to rebuild their aftersales performance after 2020’s balance sheet, lower interest supply to anyone outside. interventions allowed many consumers to put off MOT tests payments and a regulated profit. With agency-based standard- and services while their cars were parked up for long periods. With the swing towards electric ised pricing the role of price point One dealer, who voted for aftersales, said he will be driving and other powertrains there is the intermediaries would become online and on-the-job training of technicians to update and opportunity for manufacturers to less important and the search for learn new skills in 2021, so his business has the capability to make a move towards an agency used vehicles could potentially be deal with the latest automotive technology. model. The question that has yet done predominantly through Carmakers may be behind many dealers’ focus on new cars, to be answered is the appetite that manufacturer sites. An agency of course. “Now we know that some customers will buy they have for this model and the model looks good for those inside speed that it could be introduced. it, but may present a challenge for without coming to the showroom, our manufacturer is pushing From my perspective, the move those outside. Ironically, an us to achieve a good result in Q1 as it had stocked up in case of towards an agency model runs agency model may not be good Brexit barriers,” said one dealer boss. parallel with the move of some news for agencies.

“AN AGENCY MODEL LOOKS GOOD FOR NEXT MONTH: HOW HAS THE COVID-19 PANDEMIC THOSE INSIDE IT, BUT MAY PRESENT A AFFECTED YOUR ATTITUDE OR MENTAL HEALTH? CHALLENGE FOR THOSE OUTSIDE” VOTE NOW AT AM-ONLINE.COM/POLLS

am-online.com APRIL 2021 15 INTERVIEWS DEALER

Husband and wife team John and Nahide Crisp head the aftersales and sales teams at Hills Garages

16 APRIL 2021 am-online.com FACE TO FACE: HILLS GARAGES (WOODFORD) ‘NO WOLF OF WALL STREET’

Staff at Hills Garages ‘don’t clamour for short term, cut-throat business. Customer service has to be at the front of mind for all’. Tim Rose reports

ith the UK on a pathway to rewarding customers with £50 for refer- way,” she says. “No one size ﬁts all.” zero emission new cars rals to friends and family are among the She says converting the sale is “the easy and London set to expand tactics helping to keep buyers coming in. part” once they’ve enticed prospective W its ultra-low emission zone She adds: “We like to sell them a car, keep buyers in. Test drives are critical, she says, this year, Hills Garages them for servicing, and eventually bring to get the customer to feel good driving the looks well placed to continue notching up them back to see if they’ll upgrade it.” car, and particularly to feel comfortable successes. London is a great market for hybrids. given the amount of time London motorists Trading from two showrooms inside the Competition is becoming more fierce, spend in slow-moving traffic. M25 at Woodford, Essex, the small dealer however, with AM100 retailers such as Glyn With hybrid demonstrators, staff group is a long-serving, well reputed Hopkin, Mercedes-Benz Retail Group, Gates members make a point of showing partner of Toyota and Lexus, who’ve had and Cambria Automobiles all operating in customers how little fuel they’ve used on hybrid cars on the market since the late the locality and many more franchises now their test-drive. 1990s. focusing on lower emission cars. “Once you have the customer service, we Hills is one of the strongest performing Nahide says of course customers have work with good products so the car is going Toyota and Lexus partners in the UK, choice, but she’s confident Hills team’s to sell itself,” she says. “We can spend all solidly profitable, and in 2019 its revenues consultative approach can win the busi- the money of advertising we want, but if reached £62.9m from its single show- ness they need. “Provided they’re dealt we’re not getting customer recommenda- rooms for each brand – which are uniquely with properly and the car suits there’s no tions that’s no good.” separated by just a pub, The Horse & Well, reason why they wouldn’t buy from us.” Nahide recalls seeing the sign ‘if we which serves as a reminder of the neigh- Hills has customers who’ve been buying please you, tell others. If not, tell us’ in her bourhood farriers business the Hill family there for two decades and who ask for staff mum’s hairdressers 20+ years ago and started with in 1905. by name. applies that mantra to motor retail today. Aftersales director John Crisp says the She believes some people are happy to Hills seeks feedback from customers, and motor retailer is well positioned within the transact online, and the group does have encourages them to leave Google Reviews. M25, and because it has been in the same buyers it delivers cars to after interacting “Today it’s about having customers as spot for years it has a strong reputation in through calls and emails, but most want to massive advocates rather than the old- the area. “The Toyota and Lexus brands make more of the experience of buying a fashioned advert in the newspaper.” are so good to be with and, because of the Lexus or Toyota from Hills. Those Google Reviews are more evidence breadth of stock we have, there’ll always “Ultimately, we find out how the customer the business does things right – scored out be an ideal car whether a customer is new wants to be dealt with and do it their of five, an average 4.2 from 886 reviews for to new cars or buying another ready to Hills of Woodford Toyota and 4.5 for Lexus retire,” he says. Woodford from 318 reviews. “We’re not restrained by model choice, so IT’S ABOUT Underpinning that customer service are we do keep people coming back.” talented, hard-working staff with diverse Sales director Nahide Crisp, John’s wife, HAVING backgrounds and cultures, she says. credits the hard-working team which “All the staff are hand-picked by us, they ensures it keeps a good profile. In normal CUSTOMERS go through a good selection process with times the company regularly holds AS MASSIVE the line managers and then with us, so we customer events and works closely with get the right personalities that will work local schools, business organisations and ADVOCATES RATHER well within the teams.” charitable causes. Empathy and decent education are two of “If there’s anything needed in the local THAN THE OLD- the pre-requisites, says Nahide, who has a community we always want to help. We’re FASHIONED ADVERT law degree. part of Woodford Green. This is us. We’ve She says Hills is no ‘Wolf Of Wall Street’ been here a very long time,” she says. IN THE NEWSPAPER environment clamouring for short-term, cut- Extensive use of social media channels, throat business, and staff need to see past prospecting the database for repeat NAHIDE CRISP, HILLS the sale – customer service has to be business and finance renewals, and GARAGES (WOODFORD) front of mind for all. And if someone is

am-online.com APRIL 2021 17 INTERVIEWS DEALER

new to the team they’ll only get to sell closes. John says the Autopoint system can when she knows they’re trained and I WANT TO be used for parts collection too, which has ready to uphold the reputation. SUPPORT SALES been useful for Hills’ sales to local busi- A similar message comes from John, nesses. who has been with the business since 2004 AND NAHIDE He sees such technology will be part of when he joined as an apprentice service the future, but Crisp doesn’t expect advisor. Although he, Nahide, managing WANTS THE SAME FOR COVID-19 will put an end to all customers’ director Ashley Humphries and financial US IN AFTERSALES. IT desire to deal with a human being. Service director Ross Dignam head the operation, advisors still want to see customers and John says the Hill family still takes an ISN’T ‘US VERSUS THEM’ maintain those service levels the business interest in its motor retail business and is known for. consults the directors regularly. JOHN CRISP, HILLS GARAGES Since the pandemic Hills has adapted its As a family-owned business, Hills’ business to COVID-secure practices, so its culture clearly reflects the importance of furlough, and the directors helped keep the showrooms look different to customers, relationships, of fostering a collaborative business going, including handling enquiries, but the staff ethos is still the same. team spirit in its 140-strong workforce, and taking sales and service bookings. The business is excited about the encourages the notion that happy staff will Nahide adds: “Everything we expect our prospects ahead. Lexus has the pure work hard to satisfy both customers and staff to do, we could do ourselves.” electric UX about to launch, and Toyota has the business. She believes having good leaders at the a pure electric version of its popular SUV, John adds that its sales and service staff front inspires the team to follow, plus the the Rav4, adding to the range. work together well and appreciate one leaders should be known to customers and John says: “We’re both quite young, and another, incidental to the fact that their able to hear feedback first hand. very enthusiastic about what we feel we sales and service directors are married. Nahide sees the importance of encour- can achieve with this business, and we’ve John says his and Nahide’s own relation- aging more women into the motor industry, bought into the future as well. We’ll always ship is a real strength for the business, and showing that anyone can progress their look out for new projects, technology we naturally work discussions creep into their careers and businesses can be flexible – can pilot etc. We can be quite agile, as soon home life, but they help to demonstrate some staff at Hills are in job-sharing roles as something comes up we can go out and that the business is one team. to help them balance family commitments try it.” “It is our life, really. We look after it as if it with their work. Does much growth feature in Hills’ were our own, everything around here is Last September, when children first plans? John says the electric vehicle (EV) what we would do. And we both have each restarted school in social distanced condi- opportunity for dealerships in Greater other’s back at all times, I want to support tions after the COVID-19 turmoil, she told London is “pretty massive” and, being in an sales and Nahide wants the same for us in staff who, like her, were parents to prioritise affluent area, there’s a ready market. The aftersales. It certainly isn’t ‘us versus them’.” getting their kids settled and confident and directors have an ambition to expand the Transparency and honesty are the two come in to work after. business, but only provided the right most critical things in retailing, says John. In aftersales, Hills’ key partner is eDynamix opportunities come along. Nahide is quick No one should make promises they can’t across software for EVHC, service plans to warn that if they couldn’t remain hands- deliver. He, Nahide and Ashley ensure they and MOT bookings, plus it has introduced on in the business some of Hills’ are accessible for staff and can support the Autopoint service lockers for customers foundations might start to crumble. them in anything they need to do. During the who want a contactless service or need to “We don’t want to be the biggest, but the lockdowns, when some staff were on pick up their car after service reception best,” she adds. THE FINANCIAL PICTURE (SOURCE: COMPANIES HOUSE)

Hills is a consistently proﬁtable business and turnover has been on an upward curve thanks largely to higher sales of Toyota and Lexus hybrids

18 APRIL 2021 am-online.com Don’t settle for less

am-online.com APRIL 2021 19 adRocket

STEP INTO THE FUTURE

of vehicle retailing with iVendiís Connected Retailing Platform

ENGAGE • CONVERT • TRANSACT

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connected-retailing-210x297mm.indd 7 19/10/2020 15:05 FP_AM_stepintothid4407776.pdf 11.02.2020 13:53 Advertisement Feature

TRADITIONAL RETAILING VS

CONNECTED RETAILING

How lockdown is testing dealer technology Repeated lockdowns, and the online-click-and-collect trading models they bring, have meant that dealers are making demands on their technology in an unprecedented manner.

However, as many have worked hard to customer needs and that the dealer wants to What iVendi has done with the new products that improve their digital customer journey during off er. What is very often lacking though, is any we have introduced over the last year – ENGAGE, the pandemic, they have also found that the kind of fl exibility. If it’s not the right path, there is CONVERT and TRANSACT - is empower them to solutions they are using just don’t deliver the no option for change. The technology is defi nitely be proactive. sales processes they’d really like to off er. limiting the sales potential.” “ These solutions place retailers in the driving seat James Tew, CEO at iVendi, explained: “Many online James said that this created a situation where of the sales process in exactly the same manner motor retail processes are very prescriptive. dealers often became passive, unable to attempt as in the showroom, providing the tools needed Customers enter the online journey at one to move sales forward in the same way they to create processes that work end, go through a series of defi ned steps, and would in a showroom situation. at maximum eff ectiveness for hopefully pop out of the other end with a car.“ “To us, it is unacceptable that dealers become them and for their customers.” “That’s great if the process is the one that the bystanders in their own online sales processes. James Tew, CEO, iVendi The eight keys to digitisation 01 02 03 04 05 06 07 08

Dealers can improve Reserve and Finance Dealers can Also with iVendi’s innovative Retailers can use The ability to the visibility of Collect within calculators, defi ne their regards to Digital Deals within TRANSACT’S include value their stock using CONVERT lets eligibility online motor fi nance, TRANSACT allow a Digital Deals to added products the marketing consumers checking and the fi nance off ering multi-lender proposition to be send proposals like warranties in tools included in reserve their ability to apply through iVendi quoting and created including to anyone - not a Digital Deal allows iVendi ENGAGE, vehicle online and online within technology submission part exchange just from iVendi proactive upselling including defi ning collect from the CONVERT all contained in within valuation, fi nance products. for TRANSACT automatically showroom while make digital sales CONVERT and TRANSACT and value added Any leads received users and the completed search enabling dealers much easier and TRANSACT, provides dealers products, then sent from portals or opportunity to terms for users to maintain therefore more choosing the with the option to any potential through e-mail and engage customers based on sales and control over key likely. fi nance providers, to re-propose to buyer as the basis telephone enquiries in products marketing objectives, parameters such It’s arguable that products and multiple lenders, for an online can also be followed- that increase and linking results as the reservation you simply can’t rates available on meaning less negotiation that up digitally. profi tability at an to marketing amount and sell online without their web site. manual work. replicates an in- early stage in the campaigns. length of time. these tools. person dialogue. buying process.

Founded in 2009, iVendi is the market leader in online motor retail technology both in the UK and internationally. With a modular product range which engages consumers, converts buyers and manages transactions, iVendi technology interacts with around ﬁ ve million consumers every month and thousands of motor retailers, manufacturers and ﬁ nance providers. The company is based in Colwyn Bay.

Visit www.ivendi.com, e-mail [email protected] or call 0330 229 0028.

AAMM LLiveive AAdvertorialdvertorial - HowHow LockdownLockdown isis TestingTesting DealerDealer AActivityctivity JJan2021an2021 2225x25x2297.indd97.indd 1 119/02/20219/02/2021 115:065:06 INTERVIEW SUPPLIER MINUTES 5 WITH... Matt Wigginton, fund raising director at BEN

How would you sum up your charity’s typical. The number involving people thoughts of suicide and self-harm were activities? thinking about suicide or self-harm went an ongoing theme. Suicide is the biggest We help people who work, or have up relentlessly week after week. Inevi- killer of men under the age of 50, and we worked, in the automotive sector navigate tably, although our staff are tremen- can’t say often enough that it really is life’s challenges. Ben was founded in dously experienced and committed, the ‘good to talk’. 1905 to help tyre workers who’d fallen on steadily rising caseload increased the Our resources were really stretched, so hard times. Today’s clients could work for pressure on them. we increased the digitalisation of our finance houses, dealerships, suppliers or services and launched fast-track access global manufacturers. What happened when the retail sector to our Silver Cloud platform, allowing went into furlough? people to manage their own mental What services do you provide? We rely heavily on employers to share health and wellbeing online. We support people with their health and information, but inquiries dipped because Inevitably, our care homes have faced wellbeing. Much of our work focuses on they were finding it harder to reach their the same immense challenges as the the here and now. Dealing with imme- people and understand how they were healthcare sector. diate issues, often around health, finance feeling. Initially, calls were split between They’re an important element of our and job security. Mental health issues can money and mental health, although rela- operations, so it’s great everyone there impact anyone at any level, and we don’t tively low level issues such as stress, has been vaccinated, and more than two- want anyone from our industry to face anxiety, sleep deprivation and depression. thirds of the staff have also had the jab. life’s toughest challenges alone. We also provide ongoing and flexible support at What happened when Covid restric- Are callers from all niches within the our residential care homes, day centre tions were tightened? industry? and retirement village. There was a marked shift . People who Historically, Ben has been well known contacted us were often suffering more among manufacturers and in the retail What are your biggest challenges? severely, and their thoughts were very space, but we’ve also seen a steady Recognising that everyone is different, much around suicide and self-harm. increase in calls from the aftermarket, that support must always be tailored to Typically, these issues weren’t new, but finance sector, auction houses and the individual and understanding that the callers had bottled their feelings up insurers – it’s a trend which isn’t slowing. deeper and more serious issues often lie until they became overwhelming and behind a seemingly simple inquiry. they felt they had nowhere else to go. Are you managing to rebuild finances? We launched the ‘Rallying Cry’ campaign What was the immediate impact of How did you respond? to highlight the £1m shortfall we were COVID? We took time to reflect on what we did facing and there was an amazing It made us invisible. Not to just the people and how we did it. We overhauled our response. As of this week, donations have we were so eager to reach, but right approach, particularly with regard to passed £550,000. across the industry. We could no longer mental health. If we raised another £200,000 that make people directly aware of our We also adopted new services, notably would be tremendous, but to be honest, services, and the fund-raising events around life coaching. Our industry has we’re all delighted at the amount which which do so much to raise our profile and always been male-dominated and it’s has already been promised. boost our finances were cancelled. certainly not one for navel-gazing. If We expected an immediate influx of someone rings, our staff can’t just start How will your model change? calls, but it seemed the Job Retention talking about mindfulness as the caller Initially, we were worried about how our Scheme eased the initial pressure for will likely not have heard of the concept. head office staff would manage working people with concerns about income. from home, but, as other sectors found, What has been the impact of the latest it went very smoothly and we’re likely to What happened during lockdown? lockdown? make that permanent. We’re also seeing Calls increased dramatically. Overall by Winter months always see an increase in how much more work can move to a 28%, but inquiries about mental health calls. Christmas and New Year, in digital format, without diluting the were up more than 50%. Many callers particular, are times when people suffer personal contact, empathy and one-to- also had much more complex, critical from loneliness and isolation. one support which underpins everything and urgent challenges than would be We had the expected spike, but again, we do. IAN HALSTED

22 FEBRUARY 2021 am-online.com SPOTLIGHT: LOCKDOWN LESSONS

It’s been a pain of a pandemic and many dealerships have had to make quick adjustments, but some lessons learned look like being long lasting

THE DEALER/OEM DYNAMIC COSTS V BENEFITS LOCKDOWN POSITIVES SOME OEMs ARE EMERGING FROM AFTER LAYING OUT VAST SUMS ON NEW WE SPEAK TO FOUR SENIOR THE LOCKDOWNS WITH FLYING (MAINLY SAFETY) EQUIPMENT, IT’S TIME EXECUTIVES TO ASK HOW THEY FEEL COLOURS, BUT NOT ALL OF THEM TO REAP THE BENEFITS THEIR COMPANIES HAVE COPED PAGES 24-25 PAGES 27-28 PAGES 29-30 SPOTLIGHT: LOCKDOWN LESSONS

Dealer relationships with OEMs under the spotlight Some manufacturers eased up on targets while continuing to pay bonuses, but not every carmaker is offering same levels of help

t’s fair to say the past 12 months because they need to try to keep cars selling as have been challenging. The first best they can for obvious financial reasons. lockdown in March 2020 meant The dealer says: “I have found that the smaller I retailers were not able to trade OEMs are more concerned with helping their for a full month during what is retailers, but it has been a really mixed bag overall.” usually the busiest time of year and, while the end Sue Robinson, National Franchised Dealers is potentially in sight, showrooms won’t be open Association (NFDA) chief executive, says it is vital for the spring plate-change this year either. for manufacturers to maintain a flexible approach Whenever AM speaks with carmakers, there with their dealer networks to be able to adapt to is, inevitably, always the mention of how they want the fast-changing business environment. to work in partnership with their retailers and She says OEMs must appreciate how retailers COVID-19 has been the ultimate stress test. have stepped up to the sudden challenges Mike Jones, ASE chairman, has been speaking presented by the pandemic by improving their with many retailer clients during this most recent online offering and adapting quickly to conduct lockdown and he has seen original equipment their businesses in a COVID-safe manner manufacturers (OEMs) react in different ways, She says: “Current restrictions mean it cannot particularly as it became evident that showrooms be yet ‘business as usual’ and this must be were not going to be able to open until April, reflected by OEM expectations and communica- missing the key March registration month. tions with retailers. Jones tells AM: “This produces pressure on the “Feedback from retailers suggests that, while sales companies, who clearly still have volume to a large proportion of manufacturers have been shift and internal targets to hit. The best have supportive through the pandemic and during the been taking a co-operative, medium-term view, latest lockdowns, a number of dealer networks being flexible on targets, bonuses and standards. were disappointed with the assistance receivedved “Others, not so much, with some brands trying from their OEMs.” to encourage demo fleet changes despite the fact The NFDA is due to publish its Dealer Attitudee that the vehicles are idle with retailers not able to Survey in the next few weeks to give a clearer offer demonstrators to customers.” picture of progress from Winter 2020, but the While socially distanced, click-and-collect has previous results from summer showed Lexus, been in full swing, non-essential retail, including Toyota and Kia taking the top three places for will get quarterlyrl showrooms, will need to wait until April 12 to COVID-19 support. bonuses regardless of open their doors. Kia tells AM it recognises the pandemic has volumes sold, have been put Jones adds: “Brands have to accept the bar will been an incredibly difficult time for all its dealer in place by some. need to be lowered for 2021, even if I am expecting partners and their people. Its CEO says: “Having guaranteed targets really a fast start once the doors are able to open again.” Two-way communication has been even more has taken some of the pressure off because One dealer, who preferred not to be named, told vital than ever during the past 12 months. you’re not then forced to give away margin or get AM that some larger OEMs with high overheads A Kia spokesperson says: “We would like to involved with tactical registrations. There will and great volume are in a difficult position thank our retailers for their dedication and for the always be dealers that ask for more, but we have ways in which they have responded and adjusted nothing bad to say from our perspective.” to the changing situations we have all faced. A spokesperson for Toyota & Lexus told AM they WE ARE “As a manufacturer partner, we have looked to have worked together with the network to support support dealers throughout, working in partnership cashflow and keep the correct level of customer- FEELING REALLY with Kia Finance for funding and cashflow manage- facing staff in work to deal with enquiries. POSITIVE ABOUT ment, and taking a pragmatic approach towards The spokesperson says: “The network has also targets and all margin-related programmes.” been very flexible and forward-thinking in its THE REMAINDER OF 2021 One large dealer group AM spoke with says it approach with the focus on building a future has seen nothing but support from all its order bank and forward-booking appointments manufacturer partners throughout the pandemic. for when showrooms can re-open, while accom- AM DEALER Guaranteed targets, which mean dealer groups modating remote sales on a one-by-one basis

24 APRIL 2021 am-online.com ISTOCK.COM/OJOGABONITOO

back in-line with their original service schedule as far as possible”. It says: “This is important not only to help business continuity, but also to ensure customer safety. For example, time-sensitive fluids and As a result those Suzuki components should be replaced at the correct retailers that are “digital time during a car’s life, thereby preserving reli- ready” have gone from ability and the full integrity of Kia’s industry- 20% at the start of the leading seven year/100,000 mile warranty.” pandemic to 80% during Suzuki is putting together an appropriately- the thirthird lockdown. priced vehicle health check campaign that Wyatt says:says “The meas- targets vehicles that have done lower mileages ures we have put ini place during lockdown. have set up the networknetw Wyatt described the idea as “a vehicle health for the future and we check that also gets your service book stamped”. wanted to provide Toyota & Lexus says it will also assist retailers certainty over income. with national campaigns to support the relative “The cash position forf a potential workshop gap in activity to help address lot of our networknetw is posi- the shortfall from service and MOT deferrals. tive and it hasn’th been as big of o a problem as we WHAT HAPPENS NEXT? thought it might be.” Hyundai was one of the Robinson says although retailers have shown franchises that was rated their resilience and have repeatedly adapted to poorly in the last DAS, sitting provide their customers with the best possible at the bottom of the table for experience via their online and click-&-collect COVID-19 support. services, this cannot fully replace the traditional A Hyundai spokesperson buying process. tells AM: “We have been She says: “There continues to be a proportion of working closely with our dealer consumers holding off buying while they wait for partners through our franchise showrooms to reopen, especially for new cars. board to improve and enhance our ways “Currently, this is the main challenge, combined of working – ensuring greater collaboration and with the difficulty to plan long-term due to the where the customer feels happy to proceed.” clear and regular lines of communication. uncertainty regarding the current restrictions. Toyota & Lexus sales targets have been issued “We have also launched a range of initiatives “The industry may also face short-term logistical as normal, although they have been “re-season- to address their challenges at this time in order challenges as businesses adapt to a number of new alised” to reflect the current trading limitations to lay the foundations for a fast recovery and a procedures required by Brexit, however, these will and the opportunity from April 12 onwards. stronger future.” ease as we get used to the new processes.” Volume-related bonuses have been guaran- Hyundai says it is focussed on acting quickly, Toyota & Lexus foresees the immediate chal- teed, as have operating standards margins during responsibly and flexibly to support cashflow lenge being the ability to support the anticipated this period, so there has been no requirement to through the extension of stocking terms and increased level of volume of customer interac- maximise sales to achieve full bonus earnings capital deferment (working with Hyundai tions and part exchanges once lockdown lifts. “and, therefore, no need to pressurise customers”. Finance) alongside “many other measures”. The Toyota & Lexus spokesperson adds: “The The spokesperson adds: “We are providing This includes investing in greater levels of final challenge is one the network itself will need cashflow support for both sales and aftersales digitisation to support online training and online to manage carefully and this is to do with staff programmes and, utilising this, we have encour- sales, and providing additional sales, marketing wellbeing as many of our network colleagues aged retailers to retain staff to proactively and aftersales support where required. have been working incredibly hard with fewer communicate with customers.” The spokesperson says the OEM couldn’t resources available. An anticipated incredibly Dale Wyatt, Suzuki GB director, says: “Due to share further specifics, as they form part of busy Q2 will mean our partners will need to be the nature of the retailers we work with, there is Hyundai’s commercial strategy. mindful of staff burnout.” a natural interdependence between us. Another dealer AM spoke to was positive about “We have a lot of owner-drivers and being CRUNCH POINTS AFTER MARCH future trading from April. He says: “This won’t be close to their business is important. We got out like the last lockdown lift. There may be some early with support from the first lockdown and Dealerships have been in this position before. pent-up demand, but it probably won’t be as that’s been maintained ever since.” They will already be prepared to spring into strong as the bounce back last year. This support included scrapping targets, action on April 12 and make the most of all the “But we are in a good position. OEMs have pulling forward bonus payments, fixing margins purchases that may have been put on hold plenty of stock due to preparations for a no-deal and pausing on corporate identity standards. during the lockdown. Brexit at the end of 2020. Suzuki also put together a £1 million support But there is the question of a difficult April and “We have also got even better at digital retailing package that funded around £10,000 per dealer May for aftersales in particular, with generally and you can see that from the January perform- to get them “digital ready”. no MOT or services coming in a year ago, dealers ance. The market may have been down 39.5% in This included a 13-point plan to get them better may struggle to get customers in, leaving a big January, but that’s a very different story from the equipped for things like click-and-collect, as well gap until the summer. 97% drop in April last year. We’re feeling really as introducing live chat and digital reservations Kia is working with its network “to ensure cars positive about the remainder of 2021.” for vehicle sales. that had delayed services last year are brought TOM SEYMOUR

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Advertise your job vacancies with AM and find the right DO YOU NEED people you need to make your dealerships successful. TALENTED, Our magazine reaches 11,031* AMBITIOUS automotive industry executives STAFF? monthly, including managing directors, sales and aftersales directors, finance managers, dealer principals, sales and aftersales managers. Call the AM commercial team on 01733 366474 * Latest July 2019-June 2020 ABC audited or 01733 366364 to find out more. circulation: 11,031 SPOTLIGHT: Sponsored by LOCKDOWN LESSONS

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Benefits Costs v The pandemic has forced dealers to pay out vast sums, but, now the money has been spent, it’s time to reap the beneﬁts

COSTS covers. They have also had to invest heavily director Chris Clark. “That included every in employee safety training. single touchpoint and customer interaction, The COVID-19 pandemic has taken its toll “We have spent north of £500,000 on PPE,” to ensure we were 100% COVID safe.” on automotive retailers across the board. says Stuart Foulds, president and chief exec- Cambria Automobiles has gone one step Dealerships have had to pay out thou- utive of TrustFord. “We have also had to further, implementing voluntary lateral flow sands of pounds on essential personal completely rearrange our showrooms and testing for staff. And it is seeing the benefits. protective equipment (PPE) for staff and reception areas for social distancing.” “Although it came at a significant cost, it customers and for the sanitisation of their John Clark Motor Group has also spent has been a huge benefit in stopping the facilities and vehicles. more than £350,000 on PPE, not including spread of the virus,” says chief executive They have also spent vast sums on signage, for both NHS worker vehicles and Mark Lavery. “It also demonstrates that we implementing new digital platforms to sell its own use. That has included seat covers, are COVID secure.” their vehicles, as well as incurring the floor mats, hand cleansing gels and alcohol Marshall Motor Holdings spent in excess expense of providing more ‘click and collect/ wipes and sprays from multiple sources. of a “five-figure sum” on PPE in the first half deliver’ services. The group has also provided all its delivery of 2020 alone, according to chief executive Another ‘hidden’ cost has been the effect drivers with safety packs detailing protocols Daksh Gupta. He added that the group has of the pandemic on staff morale and mental for full sanitisation of vehicles at collection also invested significantly in a reactivation wellbeing. and delivery. In addition, it has invested in plan covering its key safety protocols, which To make their premises COVID-safe, 20,000 Tunap air-con sanitisation bombs, all employees are required to learn and dealers have had to buy in everything from which it has put into every vehicle handled. score a pass mark of 100%. face masks, screens, hand sanitisers and “We have gone to great lengths to consider “That has sent out a powerful disinfectant to steering wheel and seat every possible angle,” says group managing message that the health and safety of

am-online.com APRIL 2021 27 SPOTLIGHT: LOCKDOWN LESSONS

customers and colleagues is our No 1 also meets for three hours in video confer- STAFF TESTED POSITIVE priority,” says Gupta. “We have ence every Tuesday. matched that e-learning with investment in Swansway’s board has also started daily PPE, screens and the like.” Zoom meetings and intends to continue John Clark Motor Group’s Pentland Land Foreseeing the switch to online, Marshalls them after the pandemic. In addition, it will Rover site in Perth had to be shut after two of also spent big on promoting its digital reduce its weekly meetings at head office to its staff tested positive for COVID-19. offering. It has backed this up with a one a month when fully reopened. The service valeters, who were supplied by a substantial investment in its communica- In terms of the relaxation of business third party, showed symptoms after two hours tion platforms too. rates, Swansway has saved more than of working at the site. Working remotely or being furloughed £1 million per year. It has also benefitted After sending the pair for a test, senior has put an added strain on employees also. from putting 800 of its 1,100 staff on furlough management carried out tracing to identify The main challenge has been to try and at one stage last year. who they had come into contact with and the keep staff motivated and protect their “Another significant cost is the amount we areas they had worked in. mental wellbeing. spend on tea, coffee and biscuits for Having identified three employees who had “It has undoubtedly taken a mental toll,” customers, but due to the pandemic we been affected, they were also sent home and says Peter Smyth, director at Swansway. “It weren’t able to offer them,” says Smyth. “So asked to book a test, which returned positive is hard to quantify, but it has certainly that was a big saving for us. results for two of them. They then pulled the affected people in a negative way.” “It has also afforded us more time to just remaining staff together to inform them what sit down and strategise, thinking about our had happened and completely sanitised all BENEFITS business model moving forward. That areas where the valeters had been. would never have happened before because Next they offered all employees the opportu- Despite all the downsides of the pandemic, we were so focused on our day-to-day nity to get tested and closed the business for a some invaluable lessons have been learned operations.” day, fogging the whole site overnight. They also and many dealerships have come out of it Cambria Automobiles has also benefited notified the local NHS Trust’s COVID lead, who leaner and stronger as a result. from the business rates holiday, saving looked at the action they had taken and The biggest savings made by dealers £300,000 per month. Another significant provided them with advice on what they needed were through the Government’s business saving came from furloughing 83% of its to do before reopening. rates holiday and the furlough scheme. employees in the first lockdown. “It was a challenging two or three days, but They have also received some discounts “Credit to the Government for bringing in ultimately reassuring for the COVID lead to from suppliers, most notably Auto Trader, the furlough scheme,” says Gupta, who had confirm that we had taken the necessary steps which offered free classified advertising to furlough more than 90% of Marshall’s and done everything we possibly could,” says during lockdown. staff. “It has saved hundreds of thousands group managing director Chris Clark. “We Other benefits have included reduced of jobs.” communicated everything that had happened travel expenses for meetings and site visits, Some landlords have also put rents on to our customers and reassured them that we while CEOs and boards of directors have hold, which has greatly benefitted large were now completely safe.” also had more time to plan and strategise. dealers such as TrustFord. Additionally, Using video conferencing on platforms many businesses have been assisted by the such as Zoom or Microsoft Teams has Government’s bounce-back loans and enabled dealers to cut down on travel costs grant schemes. and the time employees spend on the road. Despite suffering financially, some That has enabled them to focus more on suppliers have been able to offer discounts their core role. or more favourable terms. Manufacturers “As well as saving time spent in the have also helped by reducing targets and vehicle, it has also saved on fuel and wear guaranteeing sales bonuses. and tear,” says Lavery. “All of that has made John Clark Motor Group was able to us more efficient both from a sales and negotiate deferred payments with suppliers, technical perspective.” who include Dealerweb, enquiryMAX and Rather than monthly operations board Pinnacle. The group also benefited from meetings, Marshalls now holds them every concessions offered by Auto Trader during week on Teams. The executive committee the lockdowns. ALEX WRIGHT

28 APRIL 2021 am-online.com SPOTLIGHT: LOCKDOWN LESSONS

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Lockdown positives Debbie Kirlew asks four senior executives how they feel their dealerships have coped

orced by the pandemic to whole industry has had to adapt at speed touching and feeling a car, it’s not like buying adapt to changing restric- but we have done so brilliantly. Sales exec- something off Amazon. While there have tions including showroom utives realised they still have an important been market entrants who have portrayed F closures and shifting sales role to play. Digital complements what they themselves as being online only, they have online, most dealers have are doing. realised they can’t do that very easily without unlocked new ways of working, many of Nathan Tomlinson: The lessons we’ve a physical presence. As both sides evolve, which will be here to stay. learned from shifting vehicle sales activity they will move much closer to each other AM spoke to four senior directors in the away from the showroom and into people’s because that’s what customers want and sector – Daksh Gupta, CEO at Marshall homes, via a combination of digital and the that’s what they need. Motor Group; Paul Hendy, CEO of Hendy traditional, is by far the best learning expe- PH: The endgame will be a blend of the Group; Nathan Tomlinson, dealer principal rience we’ve had as a result of the pandemic. physical and online, we are missing that at Devonshire Motors; and Graeme Potts, Equally, it’s been the most rewarding and physical experience and so are some of our CEO at Eden Motor Group – to understand something that we now have ingrained in customers. Some people will want to deal some of the positive outcomes the three our business DNA. For example, we use a online and we can now do that. Many will do lockdowns have inspired. clever product called KwikCast to stream both and some want to undertake the entire live video to a customer’s phone. process in person in the showroom. There HOW HAS THE SCALING UP Graeme Potts: It has definitely challenged is still a requirement for that brand OF DIGITAL CHANGED THE our thinking and accelerated our develop- experience which needs to take place in the WAY YOU WORK? ment of the integration between the online physical space. and the physical world. Some of the people NT: Almost every enquiry would abort at Daksh Gupta: If you had said to me in now working in our digital channels are some stage in a fully digital process. Almost January last year when our business was demonstrably the top performers in our all our customers want or need some form flying, everything you sell would be done company. I am not sure that would have or personal interaction at some stage in without people coming into your showroom, come about so quickly had it not been for their online journey, but it’s rarely the same I would have said ‘you’re joking’. We sold the lockdown situation. point. There is no single solution. So, the almost 7,000 cars in January this year which solution is to make everything available. is just incredible. Our industry has proved HAS THE DESIRE FOR THE GP: The retail car industry will have a that it can be adaptable, entrepreneurial PHYSICAL DEALERSHIP physical channel which will be the majority and innovative. DIMINISHED OR GROWN? choice for a long time to come. The lock- Paul Hendy: The whole industry has moved down and the restrictions have illustrated 10 years in 10 months. If you could not sell DG: I don’t think we have fully appreciated (the importance of the physical deal- online before, you have had to now, the the comfort people from the viewing, ership) by the increased volume of

am-online.com APRIL 2021 29 SPOTLIGHT: LOCKDOWN LESSONS

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“HAD YOU SAID A YEAR AGO THAT 90% OF OUR WORKFORCE WOULD BE WORKING FROM HOME AND IT WOULD BE OK, NOBODY WOULD HAVE BELIEVED YOU” PAUL HENDY, HENDY GROUP

activity as we have gone through lock- to do so, we give them the choice. We will senior executive committee, are having down one, two and now three, but also have more flexibility to work from home more frequent, but shorter, meetings facili- the huge number of customers who are in going forward but we will give people the tated by Zoom and that has been a great their normal cycle of change who are telling choice, the most frequent comment that’s benefit. We have become much more colle- us ‘yes, we will be in when we can come in made to me at all levels is how much people giate in our approach. You would have a and visit you?’. miss working with their colleagues. monthly review which lasts a day whereas now it’s no more than two hours on Zoom. IS HOMEWORKING HERE TO STAY? WILL THE TRADITIONAL MEETING BE CONFINED ANY FINAL THOUGHTS? DG: This has shown us you can effectively TO THE HISTORY BOOKS? work from home. I don’t think you can DG: If you went in strong, you came out replace offices or workplaces completely DG: We switched to weekly virtual meetings strong. I think we will also have a bounce because of the power of human interaction. of two hours which has proved far more back, not as big as the first one, but we will Many people found that, all of a sudden, efficient. Previously, we held three confer- see some sort of recovery. I’m very upbeat when they couldn’t go into work, they ences a year which typically involved around about 2021. missed it and realised what a significant 500 members of staff. Now, monthly PH: The real positive has been the sheer part of your life work is. So, I don’t ever see management meetings are held virtually resilience and positive attitude, the care and that we will choose solely to work from with the last one attracting 388 log-ins with passion of my team to be there every day and home, but I think there will be a blend. many tuning in together. They have been digging in, it has been unbelievably humbling. PH: Had you said a year ago that 90% of our very powerful. NT: We’re currently focused on growth for workforce would be working from home PH: It will be about delivering that blended 2021 and beyond, on-boarding one new and it would be ok, nobody would have approach, we don’t need to drive all over the brand partner as we speak and hoping to believed you. I think employees mixing country to see each other. We have all got be able to announce another one very soon. working at home and the workplace has hours back into our days. Some of those Devonshire Motors will emerge from the become much more acceptable. meetings you may have done every month, pandemic looking quite good. NT: Homeworking is a real mixed bag. you may do once a quarter. GP: I think vehicle retailing will benefit from Some individuals, specifically those that are NT: Zoom and Teams meetings have been pent up demand once the lockdown is lifted. digitally fluent, are extremely productive. a huge benefit, but we still have to beware There is a percentage of customers who Others function productively but create a lot of meetings for meetings sake. Communi- need a car for the first time or an extra car of digital noise in the process. Some just cation has to be balanced and efficient, because of a reluctance to return to public don’t work well at all as they rely on more nobody enjoys a 45-minute video call when transport and Britons have saved £140bn traditional P2P skills and communication. a five-minute phone call or a short email that would have been spent in the economy GP: We are not enforcing homeworking but would have been more appropriate. over the past 13 months. We will receive a if they want to come into work and it is safe GP: Most of our groups, but particularly our dividend out of those unlocked savings.

30 APRIL 2021 am-online.com Advertising feature

Suppliers share the lessons they learned during coronavirus lockdowns to help AM readers with the ‘21 plate campaign

Sponsored by Advertising feature When a manufacturer places retailers at the heart of its business Dealers offered encouragement to speed up digital adoption

lex, one of our retailer customers, A like others within the industry, has faced significant challenges during COVID-19. His showroom was forced to shut, limiting his company’s ability to engage with existing and prospective customers. When the restrictions were lifted, the priority was to keep both employees and customers safe in the store. With 60% of staff furloughed, the retailer had to respond quickly to the challenging situation and find alternative solutions to keep selling cars. The business’s online presence wasn’t established enough to offer customers a contactless buying experience, enabling them to buy their next vehicle online. Vicky, head of marketing at Hendy Group, shared the challenges Alex faced customers and offer a seamless and engaging with customers digitally. during COVID. experience. This approach is extremely helpful “As our showrooms have been forced to Alex is glad to have a digital showroom during this challenging time and will close to the public, our business model that is open every day, at any time. continue to provide value to retailers by has had to evolve and we have adapted Alex also knows that his customers giving them the tools needed to meet to the new ways of staying in touch with feel more comfortable and confident in customers’ expectations. our customers and prospects,” she said. starting their journey online, buying the “When Suzuki announced its aspiration COVID-19 accelerated trends that way they want, and deciding whether to to enable customers to buy online across were already underway. Some finish the purchase at home or in the their dealer network, we were thrilled. stakeholders within automotive benefited showroom. Customer centricity really is at the heart from this acceleration as they had Like Alex, we have seen several of our business, and this initiative already started down the road towards success stories and initiatives we are recognised the importance of enabling digitalisation. However, several of them proud to share. the customer to engage however they are had to react and adapt to the New During this period, manufacturers most comfortable, completing some, or all, Normal, which we spoke about in our have helped their retailer networks with of the journey online if they wish; it was earlier article (https://tinyurl.com/4pea46jv). different initiatives. designed with the customer in mind. “Our teams are finding new and For example, a remarkable approach “This perfectly complemented the seven- innovative ways to facilitate virtual was made by Suzuki, who decided to day return policy promoted by Suzuki, vehicle tours, fulfil personalised videos invest not only to keep businesses afloat, giving customers the confidence to and conduct video appointments, and but to provide the tools to help them stay complete more of their transaction online.” this has been well received,” Vicky ahead of the market by giving a bonus of The support from Suzuki has not only added. “In these times, the credibility up to £10,000 for the digitalisation of the helped many retailers to stay open and that comes from Hendy trading for more traditional sales journey. continue to operate throughout the current than 160 years is particularly important, Suzuki aimed to ‘reward proactivity’, pandemic but, more importantly, has and our customers value this when helping to improve and enhance its made a real impact on many individuals, transacting remotely.” retailers’ digital presence. With ongoing like Alex. Although the physical retailer remains lockdown restrictions and a change in an essential part of the customer journey, customer buying behaviour, it wants to REAL PEOPLE, REAL BUSINESSES, the digital offering helped it interact with support retailers in driving online sales REAL CHANGE.

Phone: 0800 021 0888 Website: codeweavers.net Advertising feature Connected is key as we move into the Experience Age Better understanding can only enhance the customer experience

he Information Age began with the T internet in the 1980s. It was called this because it provided instant access to knowledge that would have been previously difficult or impossible to find. The automotive industry has been slowly meandering through the Information Age, using many disparate systems to solve problems in and around dealerships. This has hindered any attempts to bring a true digital revolution to the automotive sector in the past 40 years, meaning that a customer’s journey with a dealership has remained very linear and rigid for a long time. However, with the COVID-19 pandemic making businesses sit up and take stock, we have seen more innovation in the past 12 months than in any time since the early 1980s. Through this innovation one thing has become abundantly clear, connected is key! Our vision at eDynamix has always been to reduce the number of systems used in dealerships and in July 2020 we released exsto, a realisation of that vision. Through our exsto platform we have connected the disconnected systems through our own platform and more than 130 integrations with third parties, including write back into DMS systems such as CDK. By doing so we can help which also included a 132% increase in Information Age and into the Experience dealerships advance quickly through the upsold work at point of check in. Age thanks to mobile screens and Information Age and beyond. We have seen a fourfold increase in internet everywhere. In this age Over the past 12 months we have seen customers moving their buying journey businesses must not only make OEMs and dealer groups of all sizes online in Web Master, our dealer website information more accessible to looking to get their business truly online, solution, whether that be for a vehicle or customers, but they must give them with an “omni-channel customer a service plan purchase. control to manage their relationship experience” being the buzz term. Two-way communication is now in a way that suits them. Through exsto we have seen a 253% expected at every stage of the sales and The move towards the Experience Age increase in customers making a booking aftersales journey with traffic increasing within the automotive industry has been online and a 218% increase in those by more than 300% during 2020. The accelerated due to COVID-19, but it isn’t wanting to use an AutoPoint digital locker uptake of videos with embedded just about creating experiences, it’s about to drop off and collect their keys. In augmented reality to highlight concerns better understanding your customers and addition, 177% more customers checked and prices on screen has increased by what they want so that those experiences in their vehicle online prior to their visit in more than 160%. are engaging. However, to achieve this, the last quarter of 2020 than the first, We are now transitioning out of the connected is key!

Email: [email protected] Telephone: 0845 413 0000 Advertising feature

1link Trade Buyer launched by epyx after extensive trial during lockdown September and October were the biggest months ever for trade volumes

pyx has launched a completely E redesigned and renamed version of its trade car and van platform, already used by around 3,500 dealers to buy high quality ex-fleet and rental stock. 1link Trade Buyer supersedes the long- established 1link Disposal Network (which continues in a fleet-only role) and has been developed based on the availability of new technology and an extensive research programme into the needs of both existing and potential users, explained commercial director Debbie Fox. “1link Trade Buyer has been re-engineered from the ground up with a very sharp focus on one core objective – to enable dealers to identify and acquire the stock they want as quickly and as easily possible, whatever device they are using,” she said. “The pandemic has meant that dealers Debbie Fox have conducted more and more of their business online and that has not just meant vehicle sales, but stock acquisition, too. That is a trend we believe will continue once the wave of lockdowns ends. “The trading conditions of 2021 mean used car and van operations need, more than ever, to offer the right vehicles in the right condition to potential buyers in order affected by the pandemic. But gave us customers return to showrooms during to realise the potential of online sales. time to refine the product still further and spring and summer, we expect the The changes we have made make it create all kinds of useful, incremental product to play an important part in easier to get those vehicles.” improvements. helping dealers maximise profitability.” Enhancements in 1link Trade Buyer “Over the past few months, we have Debbie added that, for almost 20 years, include: advanced vehicle filtering with gradually switched more and more trade epyx had used the 1link Disposal multi-pick selections and dynamic counts, buyers from the old platform to the new, Network brand for both of its remarketing updated vehicle summary and vehicle and have been able to make changes platforms, whether they faced towards cards with more detailed service history based on their feedback. the dealers who were buying stock or and clearer data presentation, full screen “The results have been impressive. fleet vendors selling vehicles. imagery, key information indicators, September and October 2020 were our “With the new investment and downloadable stock lists and image biggest months ever in terms of trade enhancements we have made to the packs as well as a fully mobile-friendly volumes and we are also able to see dealer platform, now seemed like the buying experience. higher levels of general engagement, perfect time to create two clear and Debbie said: “We were originally including from previously-dormant users. separate identities with the launch of aiming for a phased launch of 1link Trade “Once the latest lockdown comes to an 1link Trade Buyer while continuing with Buyer early last year. Of course, this was end and trading conditions improve as 1link Disposal Network for fleets.”

www.1linkTradeBuyer.co.uk [email protected] 01676 571 098 Advertising Feature Driven to lead: how heycar helped dealers through lockdown

eycar launched less than two years ago increasing and launched a free delivery effect lockdown has had on the nation’s car- hwith a commitment to support dealers scheme. buying habits - we’ve been able to provide by driving high quality leads your way. The initiative saw dealers that fulfi lled a dealers with really valuable insight as we The arrival of the fi rst nationwide delivery request for a customer have their head out of lockdown. This is exemplifi ed by the growing lockdown in March 2020 put that expenses reimbursed by heycar - saving commitment to the test. demand for diesels. Amid the increasing car-buyerscar-buyers upup toto £499.£499. How would we live up to that promise conversation around the benefi ts of EVs, amid the most challenging trading between January and December we saw a conditions in recent memory? 23% surge in searches for diesels. This was It meant bringing our A-game - by accompanied by a similar increase in car- experimenting, by pushing ourselves and buyers looking for a petrol vehicle. by listening to what dealers and customers Karen Hilton, Chief Commercial Offi cer were telling us. at heycar, says: “The last 12 months have The result saw us launch a string of provided the steepest of learning curves initiatives and new measures that allowed for both car dealers and ourselves at heycar. us to continue to cultivate quality leads “There have been immense challenges while forecourts were forced to shut. It’s proved an immensely popular scheme along the way, but I’m proud of the way As soon as the lockdown measures were with the distance heycar deliveries have that as a business, we rolled our sleeves up introduced last March, we embarked covered totalling nearly 90,000 miles - and supported the industry through this on an ambitious programme of product enough to circle the globe almost four extraordinary period. development driven by data gathered from times. our website visitors. Over the past twelve months we’ve also Whether through product It saw us increase prominence for listings maintained our determination to drive innovation, special offers with videos and launch a ‘Register Interest’ consumer brand awareness. and continued signifi cant option at the same time as giving customers It saw us launch a £5million multi-channel marketing spend - we’re proud the power to ‘favourite’ cars that catch their marketing campaign last summer. More of all the ways we’ve helped. eye and want to look at again later on. recently, we followed that up with a deal to Later in the year, as the nation faced sponsor BT Sport’s FA Cup coverage. a second lockdown, we strengthened With more people staying at home as ““The government’s roadmap suggests our efforts to support our dealers with a result of lockdown restrictions, this normal life should return by summer. higher quality leads by pivoting away from has helped us drive that greater brand “But it won’t be business as usual for us the ‘Register interest’ option to provide awareness and get more people to consider - we’ll continue to listen, to support and customers the ability to arrange collection us over our competitors. adapt to ensure we remain a trusted and or delivery. We quickly saw demand At the same time - by identifying the valuable partner for the industry.”

Website: www.heycar.co.uk Email: [email protected]

AAM_magazine_A4_CMYK_5M_magazine_A4_CMYK_5 MarchMarch 22021.indd021.indd 1 005/03/20215/03/2021 113:303:30 Advertising feature

Think digital and Max out this March Research underlines need to keep in meaningful contact with prospects

n a ‘normal’ March, plate- I changes would provide a welcome increase in sales with customers The motor industry is resilient and, if the pipeline, and of using automated tools to lusting after the latest models. There was past year has provided any learnings, it facilitate outbound communications nothing normal about March 2020 and is how quickly we can adapt when tailored to each recipient. this one is no different. With showrooms required. It has been widely reported This increase in both demand and remaining closed during this critical that the lockdown has accelerated the customer expectation would have month, dealers will need to adapt once widespread adoption of digital tools previously caused an admin headache more to maximise sales opportunities in among retail businesses by five years. for most dealers, even with a full a surprisingly buoyant market. complement of staff. Luckily, Marketing Sales enquiries have remained strong PROGRAMMED, BUT STILL PERSONAL Delivery has proven digital tools to throughout lockdown and recent Programmatic email campaigns, both for overcome this hurdle and bridge the gap consumer research from Marketing sales and aftersales, can ensure between expectant customer and closed Delivery found that 33% are now personalised, timely and well-targeted showroom. The Car Alerts system seriously considering buying a car due to contact with customers and prospects. matches customer preference to current increased disposable income as a result This doesn’t mean abandoning the stock, and will automatically send an of the pandemic. As most dealers personalised service and customer email when the right vehicle arrives or continue to operate with furloughed staff, relationship-building that has served car when prices change on existing stock. keeping customers engaged with retailers so well for so long. But it means And, thanks to the inbuilt notification meaningful, personalised interactions adopting flexible, programmatic tools that system, staff are alerted when a customer will be a challenge familiar to sales help engage customers automatically. clicks on the email and can step in to give teams across the country. Marketing Delivery research revealed the personal touch and convert the sale. In the same survey, 65% of buyers said that 51% of buyers would shop elsewhere With Marketing Delivery providing that, due to COVID-19 and the challenges if a dealer failed to respond to their enhanced virtual-showroom capabilities, of physically visiting a dealer, they would enquiry. The same research also found personalised emails and stock updates, expect a dealer to respond more quickly to that two-thirds (59%) are more likely to potential buyers can be kept informed emails. These figures highlight how remain engaged with a dealer that and engaged. customers are more willing than ever to emails them with details of stock that Even when showrooms reopen, the engage digitally with dealers. However, matches their initial enquiry. These public will likely remain cautious, so expectations about the quality and findings underline the value of keeping implementing proven digital strategies frequency of response are also increasing. prospective customers within the sales now will pay dividends in the future.

Website: marketingdelivery.co.uk Email: [email protected] Telephone: 01892 599 917 Advertising feature ertising F

imes of crisis often drive innovation. COVID-19 accelerated “For over 12 years, Northridge have been an excellent TNorthridge Finance’s platform development, enabling addition to the growth of F&I within Perrys. What put seamless communications and continuity when doing Northridge a step ahead recently is their embrace of remote business face-to-face wasn’t possible. signing technologies for customers. Their process is really

simple to follow, timesaving for customers and colleagues, Retail partners now enjoy enhanced services to support and fits in perfectly with the ‘click to buy’ current approach sales. Every stage of the purchasing process can be carried out remotely without the need for showroom visits or of the motor industry.” personal contact. David Johnson. The motor finance provider made a significant investment in Finance and Insurance Director, Perrys Motor Sales technology and software design, based on the needs of staff, retailers and consumers. | SAFEGUARDING STAFF & STANDARDS Northridge also continued to support customers through Innovation is also helping Northridge Finance maintain its payment breaks and ensuring mutual customers were renowned service standards, while considering the wellbeing looked after quickly. “Our intermediaries appreciated our of employees working from home. fast response and were confident that customer care takes priority,” says James McGee, Managing Director. “Our goal was to ensure 100% continuity for customers and to do it efficiently. It was important to redeploy both our “We’ve learned a lot this past year about working smarter internal and external teams to where we needed them most. and being agile. By adapting quickly to possibly permanent This required huge flex and upskilling across all roles through changes in how people work, and helping dealerships benefit carefully considered crisis management plans and we’re now from improved convenience and functionality, we have an delighted to be able to offer all of our services from within excellent springboard for the future.” the office and remotely.” McGee explains

| CONTACTLESS BUSINESS A crisis can be a time for learning and growth, and Northridge aims to emerge a more responsive, resilient Processes which allow buyers to view and select vehicles, company. new or used, secure financing and complete the sale all remotely have become fundamental. Northridge moved “Our Covid response exemplifies our ethos of being there quickly, adapting its seamless in-store proposition. for people, no matter what, and shaping solutions around them. These innovations set the stage for stronger customer Be it pure distance E-sign, end-to-end distance sale or connections in the future.” click and collect, Northridge has ensured that partners can facilitate contactless finance fulfilment. For further information, contact our dealer support team: [email protected] McGee reports usage of its distance signing facility has dramatically increased 10 fold year on year. “Because Northridge now works within a truly omni-channel sales process, we offer maximum flexibility.”

Whether a customer chooses to complete entirely online or in combination with dealership visits, options reduce trips to the showroom and streamline the purchasing and approval process. Advertising feature How UK lockdown(s) have sped-up digital transformation within auto

uccessive lockdowns have S disrupted and transformed British businesses in untold ways, and the automotive industry has been no exception. Twelve months on from the Prime Minister’s lockdown announcement on a fateful day in March 2020, Reputation outlines some of the key lessons learned during lockdown for the automotive industry. It explains what these lessons mean for automotive brands in 2021 and beyond:

CONTACTLESS CUSTOMER EXPERIENCE DIGITAL FIRST Google My Business listings is essential With their doors closed to the public, The disruption wreaked by lockdowns if your automotive brand is to be seen by car dealers have overhauled operations, has cemented the importance of customers. making them contactless through ‘click automotive brands’ digital front doors and collect’ and door-to-door delivery and dealerships’ abilities to provide THE ROAD AHEAD services. customers with the in-dealership It is often said that it takes 60 days to form Crucially, customers value dealerships’ experience digitally. a habit. Thus, after almost 365 days efforts to provide socially distanced According to Think With Google, car under some form of lockdown and services. Reputation’s recent car-buyer buyers want virtual test-drives and counting, the buying patterns and experience analysis reveals that online configurators in lieu of informative preferences adopted by your brands’ ‘customer service’, ‘valet’ and ‘cleanliness’ conversations with car salespeople at customers are here to stay. were among the main drivers for positive brick and mortar dealerships. Also, So, what can you do to accelerate customer ratings in the UK. Google’s data shows that 19% of revenue and overtake competitors in Reputation’s data science team lockdown car shoppers would be quicker 2021? You can set the wheels in motion revealed that from May 2020-October to make a car purchase where dealers by: 2020, ‘Valet / Door-to-Door Service’ offer online options. • Continuing to pay attention to customer increased star ratings by 0.5 stars sentiment around contactless services compared with pre-pandemic levels. SEARCH TRENDS and vehicle pricing and responding Dealerships with the ability to effectively accordingly. PRICING PROBLEMS and efficiently manage their online • Providing a first-rate digital experience While ratings around contactless services presence, particularly through Google complete with virtual test drives and saw an upward trend during lockdowns, My Business (GMB) listings, were better car configurators. price-related complaints rose, causing able to maintain continuity and visibility • Maintaining your GMB listings across the overall industry rating to decline for customers during the lockdowns. all your locations with accurate, up-to- by 0.11 stars. At the best of times, properly managed, date information. According to Reputation’s data science Google My Business listings receive x10 team, consumers continue to place the traffic as a website. More than 51% of Need some help with navigating the enormous emphasis on pricing as this searches are now ‘zero clicks’, meaning road ahead for your automotive brand? category received the highest volume of that the majority of searches go no Get in touch with Reputation via mentions during the 2020 lockdowns. further than your GMB listings. [email protected] or 0800 066 In contrast, COVID-19 mentions ranked During times of disruption, ensuring 4781, and it will be happy to steer you in a lowly eighth. up-to-date, accurate information on the right direction.

Liverpool Innovation Park, Digital Way, Edge Lane, Liverpool, L7 9NJ [email protected] • 0800 066 4781 Advertising feature Take your digital transformation to the next level Progress, of necessity, has been rapid, but now is not the time to ease up

n 2020 the automotive industry a view such as the one in Figure 2. This Iwent through 10 years of digital high-level view is backed up by a report transformation in just about 10 that is automatically sent to each of the months. Franchised dealers have workshops daily for actioning. embraced digital selling and the tools Finance teams have had a roller- required to work remotely. Some will coaster year. Although Government complete the whole sales process online schemes have been helpful, turning the soon. Once this is done, what is the next P&L cost and vehicle stockholding tap on step? Perhaps this transition was forced and off has required considerable skills. upon us, but now we need to make it a Management information is critical to strategic imperative. making these decisions on cost reduction and for predicting vehicle demand. This ALL THINGS DIGITAL includes everything from actively Before the pandemic, one of the greatest Figure 1 (Source: AM Online https://www. reporting on sales and service teams data challenges facing dealerships was am-online.com/polls/) against benchmarks to figuring out how bringing all the information together in many to bring back from furlough. one place to aid decision-making. Data have control of it. You would have Measuring no-shows is important for in the DMS, in your budgets, and third- thought once all the information is in a assessing optimum staffing levels. Good party applications such as showroom, digital format then it would be easy to management information should drive CRM and VHC needed to be brought measure performance. Dealers need to all decisions, whether it is ages and price together to create a coherent picture to get on top of this to adjust promotions as points that are working or having the improve operations. the month unfolds to maximise sales. right stock in the right place. Throw the new online data into the mix Now, let’s look at one example of how As we move past the pandemic, return and the job has become more complex. a business intelligence (BI) solution can on capital employed will become the most To complete the digital transformation, help solve a problem with an operations important KPI – for leading dealers it dealerships will need to address this challenge. In an AM Online survey, already is. The balancing act between problem. As more of the pipeline is dealerships were asked if they were selling new vehicles and their adoption online, the sales team needs to collate confident they were getting a return on will make or break a dealer when the pipeline into one place to maximise their VHC system investment (Figure 1). demand is low. Balancing the sales price sales performance. Three-quarters weren’t confident at all. of used a vehicle and the time it is in stock Additionally, online spend on marketing With a well implemented BI solution, will do the same. Get all this right and the has accelerated, but few dealerships this concern can be easily managed with future will be bright.

Figure 2

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FP_AM_4476201id4524674.pdf 10.03.2021 11:57 SPOTLIGHT: Sponsored by EVs & EMISSIONS

By the end of the decade the sale of new ICE vehicles will cease. There’s little doubt dealerships are fast becoming involved in a.... Charge towards electricity

THE OUTLOOK IS FINES SWITCH TO AFVs IS COMING MANUFACTURERS LOOKING AT MODEL RATIONALISATIONS DEALERS SHOULD BE ACTING NOW TO ENSURE THEIR SALES AS THEY BID TO COMPLY WITH NEW CAFE REGULATIONS PEOPLE HAVE ALL THE ALTERNATIVE FUEL VEHICLE ANSWERS PAGES 42, 44 PAGES 48, 50 SPOTLIGHT:

EVs AND EMISSIONS Sponsored by Outlook is ﬁnes as CAFE regulations start to bite Manufacturers are looking at model rationalisations, reduced trims and increased co-operations in a bid to comply with clear air targets. Tom Seymour reports...

etailers can expect further rationalisation of model ranges, variants, trims and R engines this year as carmakers look to meet the challenge of emissions regulations. The Clean Air For Europe (CAFE) programme was phased in from last year, where 95% of a vehicle manufacturer’s fleet needed to emit below 95g/km CO2. From 2021, the average emissions of all newly registered cars of a manufacturer now have to be below that target. OEMs breaching the limit will be fined €95 (£84) per car sale, per gram of CO2 over the limit, with companies like Volkswagen Group facing as much as €4.5 billion (£4bn) in fines, based on predictions by PA Consulting (see graph overleaf). Total fines across all OEMs could be as much as €14.6bn (£13bn). So, while there are Schweikl was the author of PA Consulting’s have been introduced over the past 12 deadlines from individual governments, like CO2 report and said that, while Tesla is still months, but this alone won’t be enough for the UK’s 2030 ban on the sales of new petrol one of the top players for BEV, it is focused on some manufacturers. and diesel vehicles, the threat of heavy CAFE the premium sector with no truly mass market There will also be a reduction fines is also driving changes in the way OEMs model. in complexity with model ranges with the are structuring their model ranges. He says: “Other OEMs are bringing number of variants, engines, options and Importantly, as the UK is no longer in the EU, products to market that will compete for trims reduced to help meet targets. OEMs will not be able to meet their average BEV dominance.” David Bailey, professor of business UK CO2 targets using sales in the EU. Manufacturers that are better positioned with economics at the University of Birmingham’s The UK fleet is much more focused on their CO2 average can earn “super-credits” for Business School and senior fellow at the UK larger SUVs and crossovers compared with each vehicle they sell that has CO2 emissions in a Changing Europe programme, told AM: smaller city cars favoured in the EU, so, below 50g/km. “The tough new regulations will add to a ‘big therefore, moving from the EU fleet average These credits can then be sold to the highest squeeze’ taking place in the industry. to a UK-specific value would immediately bidding rival manufacturers to redeem against “With cashflows hit by COVID, auto firms make regulatory targets more demanding for their own CO2 average. are now having to invest huge amounts on a all manufacturers. raft of new technologies. So much so that This could make it more difficult for OEMs SUPER-CREDIT REDUCTIONS scale is seen as increasingly important for to justify having higher polluting models on car firms. sale in the UK compared with the EU, which However, the Department for Transport (DfT) “We’ll see much more in terms of industry would drive further model reductions. will be reducing the amount manufacturers mergers, joint ventures and rationalisation Michael Schweikl, former automotive may benefit from the use of super-credits by as carmakers look to cut costs to invest in specialist at PA Consulting and now head of 50% this year and next. the new technology needed to meet international business management services The exchange of credits is a short term fix emissions targets.” at retail consultancy KPS, says: “Toyota while carmakers can’t comply on a standalone Lee Swinerd, KPMG managing director, is still in the lead on CO2 but it doesn’t really basis – given the time it takes to launch a business advisory, says there are also other have a battery electric vehicle (BEV) strategy. model range with lower emissions and to drive factors influencing rationalisation, including “It will be interesting to see if it is still in a demand from within their customer bases to an over-capacity in the market and COVID- leadership position on CO2 over the next few switch to electric vehicles (EVs). 19-related capacity issues. years.” More and more plug-in vehicle products He says: “These have each contributed

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$VWKHZRUOG·VOHDGLQJSURYLGHURIYHKLFOHSURWHFWLRQSODQV$VVXUDQWFDQKHOS IXWXUHSURRI\RXUEXVLQHVV:HSURYLGHWKH8.·VRQO\VSHFLDOLVW(OHFWULFDQG+\EULG YHKLFOHZDUUDQW\(92QH,W·VVSHFLÀFDOO\GHVLJQHGWRJLYH\RXUFXVWRPHUVPRUH FKRLFHPRUHUHDVVXUDQFHDQGPRUHSHDFHRIPLQG Get the power of Assurant behind your business and start building a better future, today. For more details, email [email protected] or visit Assurant.co.uk EV One

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32067 Assurant EV One-Future Ad_AW.indd 1 04/03/2021 17:40 FP_AM_32067Assurid4525212.pdf 03.09.2021 16:50 SPOTLIGHT:

EVs AND EMISSIONS Sponsored by

to manufacturers reshaping their model AUTO FIRMS ARE NOW HAVING TO INVEST offerings, and many OEMs now see the benefit of rationalising ranges to improve HUGE AMOUNTS ON A RAFT OF NEW profitability.” TECHNOLOGIES. SO MUCH SO THAT SCALE IS FURTHER RATIONALISATIONS SEEN AS INCREASINGLY IMPORTANT FOR CAR FIRMS DAVID BAILEY, UNIVERSITY OF BIRMINGHAM Most OEMs have rationalised model ranges over the past 12-18 months, with diesel engines in smaller vehicles being removed as an option Schweikl says: “There will be further a stronger small car line-up across the (like the ever-popular Ford Fiesta), as well as reductions in variants produced so, instead of a brands and its EV strategy. larger engines being dropped for SUVs like the coupe, a saloon and cabriolet, OEMs will focus C5 Aircross, Peugeot 3008 and DS 7 Crossback. on the strongest selling variant. EVS WILL BRING MODEL Some manufacturers have gone on record to “If you’re selling below 10-15,000 units of a CUTS ELSEWHERE prepare retailers for further product culls. particular variant, they will have to go. We’ll Mercedes-Benz parent company Daimler has continue to see niche models in the sports and Plummer says: “Many brands are bringing already announced back in October 2020 that it premium segments, but the quirkier products alternative fuel variants of existing models is aiming to cut 20% of its operational costs by for the volume players will disappear.” to market, which instantly increases the 2025 by reducing its model range and pushing complexity of their range and requires towards EVs. FINES AND FUNDING them to rationalise elsewhere. Renault confirmed its own rationalisation “It almost certainly leads to fewer options plans in its “Renaulution” programme in Schweikl says the EU will likely publish the that those brands can realistically afford to January of more than a 20% cut in production latest CO2 figures for each OEM by “early Q2”. sell across that same variant, as well as capacity, down to 3.1 million cars from more It will be later in the year when there is a the need to reduce the range by removing than four million cars worldwide. clearer picture of the level of fines each whole models that won’t provide this same Renault’s platforms will be reduced from six manufacturer will have to pay. boost of low CO2 variants.” to three with 80% of group volumes based on There is still no official policy on what Plummer said that, given the strong three Alliance platforms. Powertrains will be happens with the money from those fines. It decline of diesel sales overall (down 55% in cut in half from eight to four. has not yet been decided whether funds will go the UK last year), where models were Ian Plummer, Auto Trader commercial to each country’s government or to Brussels. previously dependent on diesel variants for director, says: “The rebalance of supply and According to Schweikl, the money from fines a large proportion of their sales, it will demand means some brands can focus on has also not yet been specifically earmarked to make economic sense for brands to pull keeping a better balance of low CO2 sales as be spent on improving air quality or on CO2 models from sale earlier than planned. well as higher sales of more profitable models reduction. He said: “As well as this broader decline instead of a push to register sales units He adds: “Our expectation before COVID, was in consumer appetite for diesel, the overall irrespective of the above. most OEMs, particularly in the premium drop in company car sales and the strong “As for the rest of their ranges, provided a segment, would continue selling large vehicles incentivisation towards EVs, we can expect given right hand drive model has been and bigger engines, while slowly adapting to a the decline of the traditional ‘motorway developed and the costs have been ‘sunk’, it hybrid model for those segments. cruisers’, usually C-segment saloons, will can be sold in small, but profitable, volumes “However, the pandemic has made it more only accelerate.” without the same need for volume ‘push’.” difficult to predict the very latest CO2 numbers Overall, Plummer thinks a greater degree It’s unlikely higher CO2 niche models will because we really don’t know how sales are of standardisation in specification could be totally disappear this year at least, so long as going to develop this year.” a positive for both dealers and customers they are sold in small volumes. This also He said strategic moves like the FCA, PSA in the long run, making the buying process means there is no incentive to reduce the price and Vauxhall merger to create Stellantis would easier, efficient and more profitable as a for these models to drive demand. see its position improve this year. This is due to result. TOM SEYMOUR

1 Based on NEDC 2 Based on data from ICCT 3 Based on data from EEA 4 Based on actual data from 2018 and PA forecast estimation 5 Based on 2018 numbers, without 1 Based on 2021 forecast • 2 Based on NEDC weight adjustment, 3 Based on data from ICCT • 4 Based on data from EEA NEDC values 5 Based on actual data until 2018 and PA forecast estimation

44 APRIL 2021 am-online.com adRocket EV peasy We make researching EVs online easy With over 61 million views* of our EV content, carwow is a clear choice for AFV car research. And with EV sales through carwow up by 97%** in 2020, we’re selling more than ever.

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*61,443,500 YouTube views Jan. 1st 2020 – Feb. 16th 2021 YouTube analytics. **1st Jan–31st Dec 2019 v’s 1st Jan – 31st Dec 2020, EV Sales data, carwow internal data

11992 EV ad.indd 5 05/03/2021 14:13 FP_AM_11992EVadid4524444.pdf 03.09.2021 09:15 ADVERTISING FEATURE

Electric

Electrifying accident aftercare: Why the industry must adapt and embrace electric vehicles

The very idea of offering EV replacement vehicles following an accident would have been absurd just a few years ago, yet it is gradually becoming a necessity for dealers who must cater for a rapidly growing pool of EV owners.

As the latest year-to-date SMMT results show a year-on-year increase of 185% in Battery Electric Vehicle (BEV) registrations, alongside a rising number of alternatively fuelled cars across the board, the concept of electric vehicles as a core part of a dealer’s accident aftercare service must become a reality – EV owners have high expectations.

The rise of EVs is only going to accelerate, and AX research has shown that more than half (55%) of drivers are thinking of buying an EV as their next car purchase in the next two years. As the car parc continues to evolve and the number of electric cars For most customers, choosing an EV will have been on the roads rises – with many of them premium an entirely environmentally conscious decision, with marques – it is rapidly becoming a requirement AX’s research showing that environmental benefits for retailers to provide a like-for-like replacement are the number one reason for purchasing an EV – solution in the event a customer has an accident in 83% of consumers cite this as the main advantage. their EV. So, as drivers commit to EV ownership, they are also anticipating never needing to revert to an ICE vehicle. Introducing AX Electric In accident aftercare, where consistency is key, the dealer aftersales experience must ensure that With this in mind, AX has launched AX Electric, the continuity. first comprehensive and tailored solution for the automotive credit hire sector. Dedicated to Alongside this, many will be equipped to charge their delivering on its EV-for-EV guarantee, with a current vehicle from home, benefiting from the convenience fleet capacity of 300 BEV’s (Battery Electric Vehicles), and lower charging costs compared to refuelling the service is a first for retailers, leading the way in the a petrol or diesel car. With 70% of those adopting EV revolution. The launch of AX Electric has also seen electric vehicles stating these lower costs as a major the firm invest in EV charging infrastructure to help it benefit, supplying a more polluting replacement deliver the best customer experience for its vehicle, that is expensive to run, is unlikely to satisfy dealer partners. customers who have deliberately chosen a new path. But why is it necessary to ensure like for of electric vehicles and will prioritise EV vehicles over like replacements with electric vehicles? Plug In Hybrid Vehicles where the product range of EV vehicles allows. AX have continued over the last Drivers of electric vehicles will be as demanding 12 months to develop an innovative EV infrastructure as any other prestige vehicle owner; and so they that includes fast charging points at logistics hubs should be. They are entitled to a like-for-like service, across the UK, AX Electric is future proofing their particularly following a stressful situation like being service offering. involved in an accident and Dealers are already reporting customers requesting fuel reimbursements As sales continue to grow ahead of the 2030 when being placed into ICE courtesy vehicles petrol and diesel ban, retailers that are already deploying an effective EV-for-EV accident aftercare If anything, it is even more important than when service will be ahead of the game, maximising their dealing with traditional ICE vehicles. Not only must sales opportunities while ensuring an outstanding retailers consider the loyalty every brand holds customer experience and maintaining brand loyalty. among a proportion of its drivers but also the unique nature of each brand’s charging network. To talk to us about AX Electric or download our latest whitepaper visit The AX Electric service is not just about the here and now, either. AX continues to Invest in an all-new fleet ax-uk.com/electric-vehicles SPOTLIGHT:

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AFV switch is inevitable, so ramp up for it now Within the next decade the sale of new ICE vehicles will be banned. To successfully adapt, dealers must ensure that their sales advisers have all the right answers

he intentions of the Government Nathan Tomlinson, Devonshire Motors dealer He says: “Customers have probably gone from in relation to the environment principal, agrees there is now a much clearer doing 20 miles a day on average, to more like 20 have certainly become a lot message from the Government on the AFV future. miles a week during lockdown. T clearer. The UK is accelerating He told AM: “We’ve been working with EVs “It’s really put things into perspective in terms towards a 2030 future where since 2009, and were one of the pilot dealerships of how good the range on the latest EVs are to every new car sold will be zero emissions- for the National Franchised Dealer Association’s the point that it’s not as much of a concern any capable and retailers need to prepare for EV Approved scheme. more.” increasing customer enquiries. “The EV customer journey is usually much Tomlinson says dealers should be prepared to Car-buying comparison site Carwow has more protracted as they need time to test, handle a lot of questions, provide a lot of support already recorded higher levels of interest in evaluate and understand how new technology and encourage different scenario testing to help alternative fuel vehicles (AFVs), with them works with their daily routines. allay any fears, uncertainty and doubt. accounting for a quarter of sales through its “Ultimately, it’s about as much time and Roberts says: “I’d really encourage all of the website in December 2020, as well as one-in-five product exposure as they need – in as many sales team to live with an EV as their daily drive car configurations in January this year. different circumstances as they need it.” for at least a week or two. John Veichmanis, Carwow chief operating Chorley Group represents Nissan, Hyundai, “It’s no good just having the sales manager try officer, tells AM: “There have been some sizable Kia and MG, all brands that have a broad range it, you have to live with the technology to get a shifts in activity with consumer appetite for of AFVs. real feel for it. So when customers then ask for AFVs ramping up, something which has been Miles Roberts, Chorley Group innovation advice about charging, or range, you can give accelerated by the pandemic.” development manager and winner of AM’s 2020 them some real advice. “The level of research intensifies when you’re Bright Spark Award, for his role as electric “Some EV buyers can be real enthusiasts buying an electric vehicle (EV) or hybrid, particu- vehicle and hybrid specialist, says having an even about the technology so it’s also pretty difficult to larly for the first time. However, there is no more consultative approach when qualifying bluff your way through if you’re not sure how to comparison to the level of expert AFV product customers is key. answer a question.” knowledge customers can get from their retailer. Roberts says that for the vast majority, EVs will This includes being totally honest about the “So any aid dealers can offer during that probably be well suited to customers’ daily benefits and the kinds of range customers research and inspiration stage is vital.” mileage, particularly after the pandemic. can expect in real-world driving.

48 APRIL 2021 am-online.com ADVERTISING FEATURE

ASSURANT’S INNOVATIVE ‘EV ONE’ IS UK FIRST IN ELECTRIC VEHICLE WARRANTIES

A ground-breaking automotive warranty is across the country. It provides a cornerstone for the being described as “the right product for sales propositions these vehicles need – and is backed now and for the future” as the electric up with the high-quality marketing, training and administrative support that you’d expect vehicle (EV) market continues to gain from Assurant.” momentum. EV One covers key components in the motor, charge EV One is the UK’s only specialist warranty bespoke and driveline systems alongside other electrical to all kinds of EVs and was launched last year by components, transmission and, for hybrids, the petrol Assurant, who has a 50 year track record in delivering or diesel engine. However, batteries are excluded solutions in the automotive value-add product sector because they are normally warrantied, and in some and protects nearly 50 million vehicles worldwide. cases leased, by the manufacturer. It can be applied to any EV that you plug in – meaning Kent explained: “While the battery is clearly an area battery electric vehicles, plug-in hybrid electric of concern for car buyers, manufacturers almost vehicles and plug-in series hybrids – that are up to uniformly include comprehensive battery warranties, a maximum of eight years old with 80,000 miles on on average 9 years and 100,000 miles above 70% the clock at the time of purchase. Cover can be for a capacity, so our product is designed around this variety of durations up to 24 months and claims can be existing cover.” up to a limit of the vehicle purchase price. EV ONE AT A GLANCE Sean Kent, automotive director at Assurant, said: “We continually look to innovate and make sure we BEV, PHEV and plug-in adapt to changing market conditions and EV One Vehicles covered? series hybrid is an excellent example of this. There are other EV warranties on the market, but those products don’t Maximum vehicle age cover all variations of EV and hybrid technology.” and mileage at the time 8 years/80,000 miles of purchase? “The new policy is very much designed to exceed Plan duration? Up to 24 months expectations. We provide more comprehensive cover Unlimited up to when it comes to components, vehicle eligibility and Claim limit? coverage for wear and tear, as well as providing a vehicle purchase price competitive labour rate that meets expectation across Carbonisation included? Yes - on hybrids the franchise market.” Parts and labour Yes “This is the right product for now and for the included? future, not only in terms of the government’s 2030 Diagnostics paid on Up to 1 hour or £90 electrification deadline but because EV adoption is valid claims? including VAT really gaining momentum. They are now being offered (whichever is lower) not only by manufacturers – we’ve just signed our first Maximum seven OEM partner - but franchise dealers and independent Car hire? days at £50 per day (excluding fuel and insurance) retailers too.” including VAT Cover within the “EV One is designed to deliver the peace of mind car Up to 60 days buyers are seeking as they move away from petrol and European Union? diesel power. We believe that it could play a key part Transferable cover?* Yes in building consumer confidence in EVs and hybrids *Terms and conditions apply

To find out more, email [email protected] or visit Assurant.co.uk

EV ONE is administered and operated by an Assurant company: TWG Services. Registered in England & Wales No. 1883565, Registered Office: Twenty Kingston Road, Staines upon Thames, Surrey, TW18 4LG.

3302349_EV02349_EV OneOne AdvertorialAdvertorial MarchMarch 22021_0321_FV1.0.indd021_0321_FV1.0.indd 1 110/03/20210/03/2021 116:236:23 SPOTLIGHT:

EVs AND EMISSIONS Sponsored by

Roberts says: “There’s no point quoting the official mpg figures. Let them know what kind of mpg you have been getting out of a hybrid. AFVs are great, but you need to set the right expectations.” READY TO SUPPORT

Chorley Group has found social media to be a key way for interacting with AFV customers, as, generally, they are more tech focused and like to ask for advice and chat on Twitter, Facebook or dedicated forums. Roberts also takes part in a weekly MG EVs owner’s club podcast hosted on YouTube, where he chats with EV owners about tips and advice. Post-purchase with an AFV is just as important as the lead up to a sale. Tomlinson says the ownership experience for AFVs can be extremely nuanced so it’s important to provide full-time aftercare. He says: “Things like how to handle winter conditions and what happens when your PHEV doesn’t use fuel for an extended period of time. “We’ve found that booking a follow-up appointment a week or two post-handover works particularly well, plus we have an automated customer relationship management (CRM) process to ensure we have plenty of feedback loops available for customers to use.” The expectation from many customers is that servicing costs will be cheaper due to fewer moving parts. Tomlinson says: “Overhead absorption isn’t an issue due to the balance of sales right now, but, with pure EV, you are looking at a very significant reduction in labour and oil sales – the two commodities with the highest volume and gross profit – and, of course, the loss of parts revenue too.” He acknowledges it’s a tricky proposition for the industry and dealers will have to start to recognise some of the opportunities that are already being lost. Tomlinson says: “I have yet to see an ultra- efficient aftersales operation that doesn’t waste some significant amount of time or sales opportunity. “Equally we have to work harder with OEMs to ensure that, between us, we don’t make the same mistakes as we made with the internal infrastructure review at the moment and Roberts is also charged and ready for test drives. combustion engine (ICE), creating the says it’s essential to plan for future volumes and Chorley is putting double the number of independent market through actions of our own. the impact that can have on a showroom site. chargers it needs in place to account for market “EV/PHEV is a once-in-a-lifetime opportunity He adds: “We started with one rapid charger, growth over the next five years. to start again, to work collaboratively to retain but it means you can only charge one vehicle at Roberts says: “You need to make the most of customers with value proposition and bespoke a time. Having a mix of rapid chargers and slow the electricity capacity you have on site. service levels.” chargers means you always have a solution “You can use load-managed charging so you ready if you need to charge a vehicle quickly. can split the power between your rapid chargers READY TO CHARGE Then, for the majority of time, you can use the and slow chargers as and when you need. slow chargers to top up what you need.” “That can avoid you having to invest in costly Retailers are no longer expected by manufac- Installing a rapid charge point can cost up to grid upgrades. But if you’re digging up your car turers to offer free for all use of their vehicle £30,000, while it’s possible to install seven to park for more chargers, make sure you have the chargers for customers, but managing that eight 7kw slow chargers for the same price. right cabling, fuse box and fuse board capacity charging infrastructure is getting increasingly Chorley’s sales teams have to make sure so you can add more in the future. important. customer vehicles are charged and ready for hand- “Work with your provider for solutions.” Chorley Group is in the middle of a charging over, as well as making sure its demonstrator fleet TOM SEYMOUR

50 APRIL 2021 am-online.com Advertising Feature

Last year carwow saw the shift to alternative fuel vehicles (AFVs) gain record momentum.

When the government announced that the sale of traditional fuelled vehicles would be banned from 2030, traffic to 1 in 5 +34% +147% carwow’s website and YouTube cars configured on increase in petrol in petrol plug-in carwow in January hybrid sales hybrid sales channel rocketed. this year was YoY** YoY** Potential AFV buyers are using an AFV*** websites like carwow to discover new models and learn more about new features and the The top 3 EVs sold in 2020 latest innovations. The Nissan Leaf, Renault Zoe and Hyundai Ioniq With more and more people going online to research, carwow increased their AFV online content significantly. The carwow YouTube channel, led by their very own Mat Watson, recorded a phenomenal 120% increase in traffic, with views of So what’s next? their AFV reviews growing by “AFVs represent a an impressive 75%* too. This This year carwow are dedicating significant proportion of our increased interest paid off for even more time, energy and sales and our partnership their dealer partners who saw passion than ever before to with carwow has been a a fantastic 97% increase in EV educating customers on the key factor in driving this sales year on year.** benefits of buying and owning success. The importance It’s clear that consumer interest an AFV. From interactive tools of supporting customers as in electric vehicles is growing to essential information, they’ve they transition from petrol quickly in the UK but if we look got it covered. So with an ever or diesel to electric must not at data from carwow Germany, growing interest in online green be underestimated, and with we can see just how quickly the content, they’re able to deliver carwow as the number one market can pivot. In January this more people back to your digital partner in consumer year, 29%*** of all the cars sold dealership to buy. EV education, we continue via carwow Germany were pure For further information visit to help them make the EV’s compared to 5% in the UK. dealers.carwow.co.uk switch with confidence.” % of sales by fuel type - Jan 2021 UK Germany Ish Hussain, General Manager, *** Steven Eagell Toyota 50% Milton Keynes. carwow 2020 Electric 40% Vehicle Specialist 30% Award winner

20%

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0% Petrol EV PHEV-Hybrid Diesel For further details please email [email protected]

* 1st Jan - 31st Dec 2019 - 1st Jan - 31st Dec 2020 carwow YouTube analytics ** 1st Jan - 31st December 2019 v’s 1st Jan - 31st Dec 2020, carwow internal data *** 1st Jan - 31st Jan carwow internal data for sales by fuel type sold via carwow platform UK and Germany.

1119921992 AAMM AAFVFV aadvertorial.indddvertorial.indd 1 008/03/20218/03/2021 116:176:17 SHOWROOM EV AVAILABILITY ON THE EV OFFENSIVE Matt de Prez looks at response from manufacturers to the growing demand for electrification

ALFA ROMEO Tonale: Alfa is on the back foot when it comes to electrification. The Tonale compact SUV, due to launch this year, will be its first plug-in hybrid and is expected to use the same powertrain as the recently launched Jeep Renegade 4xe.

CITROËN e-C4: It’s not the first electric Citroën, but the e-C4 is the brand’s first mainstream EV. Priced just shy of £30,000, the SUV-inspired hatch promises a 217-mile range and is fitted with a number of Citroën’s Advanced Comfort features. By 2025, the brand will offer an electrified version of every car in its model range.

VW AUDI ID4, Tiguan PHEV, Arteon PHEV: VW will expand its electric-only ID range in Q4 e-tron: Joining the existing e-tron SUV, the new Q4 e-tron will be a 2021 with the new ID4 SUV. Like the smaller ID3, it will be sold with a range smaller fully electric model with an expected range of up to 280 miles of power outputs in rear- and four-wheel drive guises. The brand is also and prices from £40,000. Audi says it will launch 20 EVs and 10 new introducing plug-in hybrid engines for the Arteon and Tiguan. plug-in hybrids by 2025.

SUZUKI BMW Across: Suzuki will expand into the plug-in hybrid market 545e, iX3, i4, iX: The first new electric for the first time with its Toyota Rav4-based Across SUV. model to join BMW’s line-up in 2021 With 300PS, it’s the most powerful production Suzuki and, will be the X3-based iX3. The brand at £45,599, it’s also the most expensive. will also launch a new electric version of the 4 Series, known as the i4, as well an X5-sized flagship EV called iX. TESLA In addition, the 5 Series range will gain Model Y: The seven-seat CUPRA a more potent six-cylinder 545e Model Y is already on sale in El-Born, Formentor PHEV: Electrification is a key part of Seat’s plug-in hybrid. By 2023, the group will America, with UK sales performance off-shoot brand, Cupra. The el-Born shares a offer no fewer than 25 electrified expected before 2022. It is platform with the VW ID3, promising a range of more than 300 models. likely to cost from £35,000 miles and a strong focus on driver engagement. The new when it arrives on British Formentor crossover will also launch with a plug-in hybrid. roads and will have the ability to ‘supercharge’ 75 miles of range in five minutes.

52 APRIL 2021 am-online.com FIAT 500: The iconic Fiat 500 is going fully- electric in 2021, with an all-new high- tech model. It offers two battery options with a range of up to 199 miles and is MERCEDES-BENZ priced from £22,995. EQA (pictured), EQB, EQE and EQS: Mercedes-Benz is expanding its range of EQ electric vehicles with six new model additions to its range, the first of which are expected to arrive in dealerships this year. The EQS, a FORD fully-electric version of the new S Class will be the first Mustang Mach-E: Ford may have used a JEEP to launch. It will be followed by the EQE executive saloon historic name for its new electric SUV, but the Compass 4xe: Jeep might not be the first plus a pair of related SUV models. An EQA compact SUV rest of the car is thoroughly modern. It will go brand that comes to mind when thinking and larger EQB will also begin production this year. on sale in 2021, priced from around £40,000. about efficiency, but following its plug-in There will be two battery sizes available and hybrid debut with Renegade, the brand rear- or all-wheel drive, giving a range from will also introduce the powertrain on its 260-370 miles. Compass model. VOLVO XC40 Recharge: Volvo has already almost entirely electrified its model range, but the XC40 P8 Recharge is its first all-electric model. It serves up 400PS, with a 260-mile range, for just less than £60,000.

JAGUAR Jaguar has canned its plans for a fully-electric XJ saloon despite revealing a plan to go VAUXHALL fully EV by 2030. This year, while there doesn’t Mokka-e: Following the launch of the Corsa-e and appear to be any plug-in hybrid versions of Vivaro-e, the Mokka-e will be next all-electric Vauxhall the current XE and XF on the horizon, Jaguar to go on sale. It has a range of 201 miles and shares a is bringing the technology to the E-Pace and platform with the recently-launched Peugeot e-2008. F-Pace SUVs.

LEXUS UX300e: Lexus is no stranger to the electric motor, but the UX300e is its first car not to pair one with a combustion engine. The £43,000 SUV offers a range of up to 196 miles and develops 204PS. TOYOTA Rav4 PHEV – Expanding the already popular Rav4 line-up in 2021 will be a new plug-in hybrid version that MAZDA promises an electric-only range of 46 miles and has a MX-30: It might look more 300PS power output. like a concept car than a production model, but the MX-30 will shortly arrive in the UK, priced from around £30,000. The modest range of 130 miles will be boosted by the introduction of a range-extender version in about a year’s time.

am-online.com APRIL 2021 53 adRocket

FP_AM_9781CCP297id4509824.pdf 02.23.2021 21:52 INSIGHT SERVICE PLANS Sponsored by Car Care Plan An AmTrust Financial Company

ISTOCK.COM/RCLASSENLAYOUTS Success with service plans

The pandemic-influenced drop in new car sales has had a knock-on effect in the sales of service plans. But innovative plan suppliers hhaveave beenbeen comingcoming upup withwith solutionssolutions toto arrestarrest the decline. Debbie Kirlew rreportseports

ith their there are many cars out there Follow a process management information direct predominance in ready to be changed. We will not EMaC currently supports just from its systems, with further new car retailing, get back all of our losses but we fewer than two million service innovations planned this year. W service plan sales are confident of achieving 25% in plans across a broad client base Strong also mandates following have been severely line with our previous year-on- that includes 15 manufacturers a process with a non-intrusive hampered as a result of the year growth. I think, by September, and more than 80% of the AM100 conversational style presentation pandemic. However, a focus on we will see a reversal of fortunes.” with feedback showing a well- while dealer groups that fully used cars provides a means to Chris Strong, national managed service plan programme embrace its methods benefit most boost sales along with a host of development manager at Car Care breeds a recurring and predictable from increased sales. other ‘housekeeping’ principles. Plan, says: “There has been a relationship with customers while He says: “We have found the Currently hosting 1.2m service reduction in service plans across fixed pricing continues to be a most effective way to increase plans on behalf of dealers and most clients since March 2020. major draw. service plan sales across all areas manufacturers, eDynamix is in With fewer cars being sold, John O’Donnell, EMaC managing of the business is to ensure all its 11th year and had enjoyed an especially new vehicles, director, says: “It stands to reason; customers receive a quotation, average year-on-year growth of opportunities for additional when you nurture your consumer and, wherever possible, provide 25% but experienced a 37% product sales have, of course, relationships with a good value customers with options, be that decline in 2020 following the been affected. We have seen product which keeps them a term of a service plan to meet pandemic’s effect on car sales penetration levels remain stable engaged with your business, you their requirements, or the option since 70% of service plans are in recent months, but with are well placed to help them with to include additional items, such sold on vehicles aged zero-three dealerships lacking the ability to their future needs.” as MOTs, or interim vehicle health years. interact with car buyers on a face- Car Care Plan partners with checks.” Steve Ure, strategic account to-face level, we have manufacturer groups, and large manager at eDynamix says: “A lot implemented many alternatives dealer groups nationwide Customer touchpoints of finance providers extended the to aid with the sale of add-on providing support to promote best EMaC advises its dealers to talk lease terms on PCPs for another products remotely and ‘virtually’, practise and ensure opportunities about service plans at all three, six or even nine months so including service plans.” are maximised including extensive customer touchpoints

am-online.com APRIL 2021 55 Advertising feature Boost your digital aftercare sales with Car Care Plan Online training gives retailers the tools to present products virtually

not only boosting retailers’ digital sales but they are also being used successfully as part of the in-person sales process. Car Care Plan has been a leading supplier of warranty and automotive add-on products in the UK for more than 40 years – and now registers in excess of 1.8 million products a year across 60 countries globally. Having a well-established aftercare products partner has a myriad of benefits for retailers and their customers. Not only do they have access to the highest- quality products on the market, but they receive first-class support services, which has proven even more essential during this exceptionally difficult period. In addition to the adaptations made during the pandemic, Car Care Plan has been supporting retailers through the entire aftersales journey for years with in-house marketing, compliance, customer services, IT and e-commerce, to name just nline sales have become a few service options. O increasingly important for the Car Care Plan’s products are also automotive industry during the underwritten in-house, ensuring pandemic – as nationwide lockdowns manufacturer and dealership partners closed dealerships and “click-and- have access to a highly flexible aftersales collect” became, temporarily, the only solution that can be tailored to each way for consumers to buy new cars. individual business. These products have Greater focus on online sales has meant all been developed to meet the highest digital content is now more important industry standards, ensuring customers than ever to attract, inform and, receive dependable automotive ultimately, sell to customers. adjust to this digital transformation protection, boosting satisfaction and Web listings have long been a staple accelerated by the pandemic. retention rates. of dealership websites, of course, but, in Online training sessions with Car Car Care Plan takes a straight-forward, place of visiting a dealership in person, Care Plan’s highly experienced and hassle-free approach to business, which customers are also now looking for knowledgeable teams have provided has ensured efficient and lasting videos of vehicles, interior overviews, retailers with the opportunity to develop relationships since 1976. walk-arounds, virtual reality (VR) test their knowledge and learn new skills to Our expert, friendly account drives, as well as videoconferencing with present aftercare products to customers management teams are always on-hand the sales team. virtually. to provide quick responses, further This extends to aftercare sales also, as New sales platforms have been information or answer any questions. So, customers look to protect their vehicles developed and branded to retailers, so if your business is looking for a with warranty, service plans, MOT cover, customers receive a tailored invitation to dependable aftersales partner, with cosmetic and tyre insurance, and more. explore and purchase ways to protect their support services that will help you get the Car Care Plan has been working closely vehicle. And branded video introductions most out of your dealer warranty and with manufacturer and dealer partners to to Car Care Plan’s aftercare products are insurance products, then look no further.

Visit www.carcareplan.com for further information or call 0344 573 8000 INSIGHT Car Care Plan SERVICE PLANS Sponsored by An AmTrust Financial Company

EVs WILL CHANGE THE FACE OF SERVICING AND ALONG WITH IT, SERVICE PLANS, WHICH WILL NO LONGER BE A SAVING POT, BUT WILL MOVE TO A SUBSCRIPTION MODEL STEVE URE, EDYNAMIX

are far more price conscious and Five simple steps come to the table with a fixed Karl Davis, managing director amount and once that’s been used of aftersales consultancy up, they are reluctant to spend Coachworks, outlined five ways to more. So, introducing the service retain more customers through plan after the sale is not the best selling service plans more strategy.” effectively by focusing on uptake, To generate interest among car timing, opportunity, presentation buyers at the start of the research and reward. journey, eDynamix is working with He says: “The number one some of its dealers to highlight the reason why customers don’t sign monthly cost of a service plan up for service plans is that they’re when a used car is advertised not told about them. If a customer online. It is integrating service does not elect to take a service plans into the online purchase plan at point of handover, resolicit journey from the perspective of a a couple of weeks later.” total cost of ownership. Quick wins can be gained by highlighting service plans at Subscription-style and EVs vehicle handover or when a The move to ‘subscription’ style customer visits the workshop services, particularly with the for a service. onset of wider electric vehicle (EV) Davis also thinks used cars are ownership, sits well with the an ‘untapped opportunity’. But to service plan concept. maximise the potential, dealers Strong says: “The ‘subscription need to measure by comparing generation’ of buyers is becoming the number of planned vehicle more and more prominent in all deliveries with service plans sold

ISTOCK.COM/STURTI market places and the car and allocate responsibility clearly industry is no different. If all to individual team members. customers are provided with He said: “Some of the best including when in contact Ure says: “Service plans should budgeting options on the essential performances we’ve supported via e-commerce channels, be driven from the top and a maintenance of their vehicles then are where the service department telephony, SMS and email. positive culture created throughout the customer would be more is introduced to the customer at O’Donnell says: “Dealers should the business, ensuring all staff inclined to opt for a service plan, point of handover and a always take the opportunity to appreciate the benefits and that given all the benefits of the pre-prepared service plan engage on the subject. This is a this filters down to customers.” product.” example is readied to present to product that consumers are happy O’Donnell says: “We are talking the customer.” with, it is an effective way for them Used cars to many of our dealer customers Finally, reward is important. But to plan for future expenses – so With service plans very much the about how they can adapt their Davis points out that the bonus the benefit is clear.” preserve of new and nearly-new service plans to cater for EVs. It’s money offered for selling a service With the ratio of customers vehicle sales – cars aged zero- really important to evolve offerings plan will mean more to a member retained in the business at 2:1 in three years account for 70% of all in line with new technologies and, of the service team than the sales favour of those with a service service plans sold by eDynamix, with service plans, we have a very team while a premium should be plan, according to eDynamix, used cars provides a massive malleable product.” paid for those selling a service dealers are also urged to highlight opportunity for growth. Once a Ure adds: “We are already plan with a used car. service plans to every eligible vehicle is aged six years-plus, just talking to OEMs about what’s He adds: “When the real customer at point of vehicle sale 11% have a service plan. While needed to facilitate EV servicing. opportunity to do business is and at every aftersales visit as owners tend to migrate to EVs will change the face of known; multiply the bonus paid by well as on the dealer website with independent garages when servicing and along with it, service the number of opportunities the ability to buy online. vehicles reach four years, plans, which will no longer be a available and share this with your Dealers should also follow up aftersales retention figures show saving pot, but will move to a team. quotes, ensure existing customers 87% of customers with a service subscription model. “Even in smaller departments, renew, all staff have regular plan return to the same “The customer will have the this is likely to equal more than refresher training, measure and dealership compared with 61% relationship with the OEM via £100 per day in extra commission manage performance, and without. subscription services and the that could be shared across the incentivise staff. Ure says: “Used car customers dealer will be the facilitator.” team.” am-online.com APRIL 2021 57 Advertising feature Helping dealers strengthen consumer retention through service plans and beyond

Close to two million consumers have an EMaC-supported Service Plan

rusted by 15 of the world’s foremost T vehicle manufacturers and partnering with thousands of UK dealerships, EMaC is the UK’s leading aftersales partner. We strengthen loyalty between car dealers and manufacturers with their consumers by delivering world- class customer service and support for post-sales care, principally, but not exclusively, through service plans.

MAKE EMaC SERVICE PLANS AN INTEGRAL PART OF YOUR RETENTION STRATEGY! Service and sales departments each tangibly benefit from our core Service Plan product; Service Plan consumers score their dealers higher for ‘customer satisfaction’ and spend more per visit, enhancing dealer revenue and profitability, as well as being more likely to buy their next vehicle from the same dealer. All our research tells us that an affordable, flexible and tailored approach to servicing costs is a big tick for your consumers’ experience and 1.9 million consumers in the UK benefit from an EMaC-supported Service Plan and they streamlining the Service Plan sales AFTERSALES PARTNERS renew year after year. process and securing revenue, EMaC At EMaC, our principal aim is to help Every Service Plan sold represents, on excels in offering comprehensive training our dealers maximise their aftersales average, three years of service revenue for dealer sales, aftersales and accounts performance and we are continuously committed to your business. Plus, our teams, both remotely and on-site. delivering new ways in which we can do research shows that consumers are more Our experienced field team is on hand to this. We look at the aftersales market from likely to take upsell opportunities when support all aspects of the programme, the view of our dealers but also from your they are not faced with a cash outlay on including onboarding, training, coaching, consumers’ perspective. Through our focus the day for their service content. performance reviews and best practice groups we listen to what consumers want tips. But the depth and quality of the from the vehicle retailing and servicing ALL TAKEN CARE OF support we offer comes from all levels. experience, and we share that with you! EMaC’s ‘fully managed programme’ Our team of experienced professionals philosophy helps dealers to develop a handle all consumer administration, SERVICE PLANS. WARRANTY. CREDIT robust retention solution while ensuring including consumer direct debits, FACILITY. TRAINING. TECHNOLOGY. that all the important aspects are handled maintenance of consumer account records, ALL TAKEN CARE OF. efficiently. service plan transfers, cancellations and Speak to us today to see how partnering Alongside our innovative technology for refunds. with EMaC can benefit your dealership.

Web: www.emac.co.uk Tel: 0330 099 6826 Email: [email protected] TALENT MOVERS TALENT ON THE MOVE MOVERS IN BRIEF JEFF McCARTNEY, GROUP OPERATIONS MANAGER, CHARLES HURST Lookers has promoted Jeff McCartney to group Used car dealer group Carbase a wealth of knowledge and a track operations director of its Charles has appointed former Porsche record of business development Hurst division in Northern Ireland. Retail Group and Pendragon gained within the consumer and McCartney has been with the AM100 executive Chris Caygill as strategy commercial financial services, dealer group for 33 years. innovation director. insurance and automotive Richard Green, former presi- sectors. dent of Assurant (previously The Caygill headed Porsche Retail WENDY WILLIAMSON, Warranty Group) has also joined Group from 2001 to 2009 and ran CHIEF EXECUTIVE, IAAF as chief executive. Pendragon’s Evans Halshaw Car Independent Automotive Steve Winter, the founder of the Store used car retail division from Aftermarket Federation six-site car supermarket chain in 2018 to 2019 when it was restruc- (IAAF) chief executive the south-west of England, says tured and 22 sites closed. Wendy Williamson will retire in the duo’s appointment marks Winter said Green’s experience August after a seven-year tenure. “part of our new chapter” as in driving business growth, Williamson had previously run the Carbase continues after 20 years’ customer satisfaction and SMMT’s aftermarket division. trading on a drive to “provide the improved operating efficiency RICHARD GREEN, CHIEF best customer experience at the “will be invaluable as we continue EXECUTIVE, CARBASE heart of all used car purchases”. our journey to be the leading used PETER FLEET, RAA The company says Green brings car retailer in the south-west”. The Retail Automotive Alliance (RAA) has appointed Peter Fleet as its new chairman as predecessor KIRK O’CALLAGHAN, NICOLA DOBSON, WILLIAM TEW, Paul Knight embarks on retirement. CHIEF EXECUTIVE, MARKETING DIRECTOR, MANAGING DIRECTOR, Fleet is a former group vice- CARZAM CITROËN UK THURLOW NUNN president of Ford Motor Company.

Kirk O’Callaghan has joined online Nicola Dobson is the new Thurlow Nunn has promoted car retail start-up Carzam as chief marketing director for Citroën operations manager William Tew PAUL VEN DER BURGH, LOOKERS executive. UK, replacing Souad Wrixen who to be the Cambridgeshire-based Former Toyota GB president and A former operations director of will take up a new role within the dealer group’s new managing MD Paul Van der Burgh will join Sytner’s Car Shop used car Stellantis UK operation. director. And Ashleigh Lewis has Lookers as a member of the Audit division, O’Callaghan is also joined Dobson has worked within joined from Moto Hospitality as and Risk, Remuneration and by former Cox Automotive presi- Groupe PSA for 20 years since its chief financial officer, following Nominations Committees on April 1. dent and Manheim chief financial joining its graduate programme the retirement of Philip Addinall officer Michael Buxton, as director, in 2000. after 12 years. and former Renault Retail Group She has held roles in supply Tew, who was an existing PAUL JORDAN, RAPID RTC digital director Ashley Wade as and distribution, fleet and retail director at the dealer group, takes Former CitNOW director Paul digital marketing director. sales, most recently as head of over from James Thurlow, who Jordan has joined RAPID RTC as Carzam was founded in 2020 by product and pricing at Peugeot becomes non-executive chairman national accounts sales manager. automotive veterans Peter Waddell, UK. of the parent Thurlow Nunn Group Jordan has more than 40 years’ the chief executive of the Big Dobson will now oversee the of companies and managing experience in automotive. Motoring World used car super- implementation of Citroën’s director of agricultural equipment market group, and John Bailey, electrification strategy in the UK, division, Thurlow Nunn Standen. former Cox Automotive president. rolling out full electric or plug-in Thurlow had led the car retail ALISON JONES, STELLANTIS “Most of all I’m looking forward hybrid variants of all model lines division since the 2018 exit of Since the merger of Groupe PSA and to working with a team of leading by 2025. She will work closely long-serving MD Simon FCA Automobiles into Stellantis, industry players who have a wealth with the Citroën UK team to Bottomley to Hendy Group. Groupe PSA UK managing director of retail, wholesale and digital implement the ‘Advance UK’ Thurlow said Tew had shown Alison Jones has been named automotive experience,” said mid-term plan, which was intro- his passion for the business and Stellantis country manager. O’Callaghan. duced last year. for continuous improvement. GUESS THE CAR COMPETITION

See if you can identify this Michael Smith, month’s model for your parts manager at chance to win a £20 John Macklin Motors Lewis voucher. Email am@ Edinburgh, bauermedia.co.uk with correctly ‘Guess the car’ in the identiﬁed the subject line and include Chrysler Delta in your job title and company AM’s February in your entry. The closing Issue. THIS MONTH’S WINNER THIS MONTH’S date is Friday, April 2.

am-online.com APRIL 2021 59 SUPPLIER SPOTLIGHT

In association with

and exit routes. “All of these things are now possible – and more – but our systems can be tailored to any business demands and upgraded as needed. Systems to That’s why the site assessments and expertise of our trained installers is so important, you don’t want to see a customer that has asked for a private jet getting an A380.” Already implemented by top AM100 car ensure safety retail groups including Williams Group and Swansway, Honeywell’s security and fire detection systems are installed by a network of more than 500 highly-qualified ‘Honey- well Security Partners’ across the UK. and security While Haegeman insists that Honeywell’s systems are “not the most expensive” in the sector, he said they have become popular s the detection of ‘traditional’ with premium clients in the automotive and criminal threats are increasingly wider retail sector. joined by concerns surrounding A cybercrime, Honeywell is creating HONEYWELL ACADEMY TRAINING an ecosystem of safety and security capable He attributes this to the reassurance of of future-proofing the car retail sector. quality delivered by a requirement for While Honeywell Commercial Security’s THE installation by professionals who have business leader for Europe, Frédéric QUALITY gained training from the Honeywell Haegeman, told AM that its tech nology’s Academy, a classroom-based and remote breadth of capabilities can be tailored to OF THE learning resource which keeps installers up any retailer’s individual needs, he was keen SYSTEMS AND THE to date with the technical demands of its to highlight the flexibility and the sheer state-of-the-art offering. scope of its potential applications. USER EXPERIENCE Haegeman said: “You won’t find our Laser sensors, motion sensors, loiter IS OF THE UTMOST systems for sale on an e-commerce site or sensors, cameras that can detect smoke buy them off the shelf. Their capabilities movement to identify fire hazards and now IMPORTANCE TO US mean they must be installed by trained artificial intelligence (AI) and facial recogni- FRÉDÉRIC HAEGEMAN professionals who can ensure they are tion which can track a customer’s journey working as they should and that our clients through a sprawling car showroom or offer get the most from them. assistance with COVID-19 social distancing, “The quality of the systems and the user are all in its state-of-the-art toolkit. technology and the creation of a single- experience is of the utmost importance to us.” “Of course, the priority is to create a view, cloud-based platform which can Honeywell’s latest MAXPRO Cloud system security ecosystem that can protect a deliver alerts. harnesses the potential of its Industry Gold- business and give staff a sense of safety “We can even manage social distancing standard Galaxy intrusion system via a when working at a site where the value of by determining how many people should cloud-based platform which negates the the stock is very high,” said Haegeman. be in a certain area at any given time, need for physical servers, extensive cabling “The intelligence of our systems gives that which way they travel through a showroom or a dedicated PC on which to run the absolute assurance, with state-of-the-art AI and if they are using the correct entrance system or control access and fobs – significantly reducing costs. To ensure the security of its cloud-based system, Honeywell employs the same encryption technology used to maintain the highest levels of data security for online banking. Haegeman said that, while cybercrime is an ongoing threat, AI advances had been the biggest challenge for Honeywell’s team of developers in recent years, but he said that the rewards are significant. “As well as the uses that COVID has brought about, AI delivers data which can be used to analyse footfall or customer movements around a retail space to see how effective a certain display is, for example,” he said. Visit: security.honeywell.com/uk “It can also be used to track certain movements and assist in finding new

60 APRIL 2021 am-online.com T: 01928 378005 E: [email protected] W: security.honeywell.com/uk

efficiencies in a workshop.” the site but is also improving the business The ADPRO solution can also operate via When Williams Group developed its new intelligence we can leverage from deploying 3G connection, which will allow for £42m, 14.5-acre Trafford City BMW/MINI analytics within the system.” redundancy should the ADSL lines fail. and Jaguar Land Rover (JLR) dealership Swansway’s demands for a cost-effective Swansway Group director, David Smyth, complex in 2019 it turned to Honeywell’s security solution delivering protection against said: “ADPRO is exactly what we were systems to ensure its security and safety. both fire and intrusion, for its new vehicle looking for – a reliable, accredited, cost- It was installed by Nu Fire and Security, storage facility in Crewe, were met by effective multi-site security system that can which had previously installed Honeywell’s Honeywell’s ADPRO FastTrace 2E system. be monitored remotely.” ADPRO CCTV systems for Williams’ dealer- Also installed by Nu Fire and Security ships and continues to manage the security across Swansway’s wider 24-site retail VISIT THE WEBSITE for all the group’s franchises across the operation, the system can be accessed on Haegeman suggested the best first port of north-west. employees’ mobile phones. call for a car retail business looking to install When an intruder is identified, a high- a security system should be the Honeywell INTEGRATED SECURITY SOLUTION quality Quad image is transmitted within website where a local Honeywell Security Williams’ system incorporates access control seconds in a time-stamped data packet, Partner could be identified. for the dealerships’ various doors and displaying to a remote monitoring centre or He said skilled installers would identify a barriers, CCTV and intruder detection mobile handset, allowing operators to see business’s specific needs and, hopefully, systems, all controlled by Honeywell’s exactly what is happening and take the begin a relationship which might not only MAXPRO Cloud solution, enabling the appropriate action. provide significant piece of mind from a group to interrogate and control the system The system uses infrared (IR) IP network safety and security point-of-view, but “open themselves, and to easily manage the high definition low-light cameras which the door to new levels of efficiency and addition or removal of authorised personnel allow lowlight working and is backed by an operational improvements” that Honeywell’s from the system via the cloud. uninterruptible power supply (UPS) backup. systems could help leverage. Williams Group’s IT manager, Stephen Ainscough, said: “Moving to an integrated cloud-based system has introduced a whole new level of efficiency to our operations. “It’s not only enhanced the way in which we manage security and access throughout am-online.com APRIL 2021 61 TALENT INTERVIEW AM, Media House, Lynch Wood, Peterborough PE2 6EA Email: [email protected] THIS MONTH’S QUESTION TO THE AM TEAM: Which pandemic practice will you be EIGHTEIGHT QQUESTIONSUESTIONS TTOO AA...... slowest to drop? EDITORIAL Editor Tim Rose 01733 468266 [email protected] @AM_editorTimR Baking cakes and scones with my daughter News/features editor Tom Sharpe 01733 468343 [email protected] @Sharpe_Tom Regular walks. The kids are well used to SALESSALES covering four/five miles now PRODUCTION Head of publishing Luke Neal Early morning walks Production editor David Buckley EXECUTIVEEXECUTIVE It may be a long time before I shake hands Senior designer Chris Stringer AllanAllan HinesHines ofof HRHR OwenOwen Either wearing a mask or sanitising my hands LLamborghiniamborghini LLondonondon CONTRIBUTORS Matt de Prez, Debbie Kirlew, Tom Seymour, Matthew Usher, Alex Wright PROJECT MANAGEMENT What are the main responsibilities of your role? What attracted you to this area of expertise and how Head of project management I look after all aspects of the ‘sales journey’ with the did you get to your current role? Leanne Patterson [email protected] customer, from meet and greet through to handover and I think everyone in our industry who is passionate about Project managers Kerry Unwin, Chelsie Tate, Niamh Walker (maternity beyond. A large part of what we do is the events and what they do will have at one stage or another, dreamed leave), Hollie Ismail lifestyle side of the business, the purchase of a about working with supercars. Initially, I sent CVs to at Lamborghini is only the start of the ownership experience. least 20 showrooms, but the response was always the ADVERTISING Commercial director Sean Childerley We host factory visits, driving events, private dinners, same – ‘you need to have experience’, until I saw an Group advertising manager product launches and parties for our customers, all of advert for an open evening at Morden Volkswagen. I Sheryl Graham 01733 366467 which really help to strengthen the relationship with the went along with some fresh CVs, in my smartest suit, Account managers Sara Donald 01733 366474 brand and with us as their preferred dealer. Clearly, and was surprised to see others wearing trainers! I Kelly Crown 01733 366364 much of this has shifted in recent months to more digital must’ve made a good impression because I was offered Kate Atkinson 01733 366473 interaction, but the main difference between Lamborghini an initial interview on the night and later offered a sales Recruitment enquiries 01733 366473 and a volume manufacturer is that we’re able to afford role. Seven years later my BM at Mercedes-Benz EVENTS our clients much more of our time. Where we might showed me a position at Lamborghini Sevenoaks that Event director Chris Lester often fly them to the Italian factory in Sant’Agata to help had become available, which I was fortunate enough to Event manager Sandra Evitt 01733 468123 Event manager Kate Howard 01733 468146 them choose the perfect colour scheme for their vehicle, secure. With a foot in the door, I then moved over to my Head of exhibitions Katie Gordon-Hill 01733 468289 now we’re using a lot of the digital tools at our disposal. dream job with Lamborghini London, and here I am seven years later, still working for one of the world’s PUBLISHING Editor-in-chief Stephen Briers What are the most significant challenges ahead? most successful Lamborghini dealerships. Head of digital/associate editor Jeremy Bennett This market is competitive and challenging, even without CRM & marketing manager Lauren Annis a global pandemic. All supercar manufacturers offer What’s the most important thing you’ve learned in Managing director Tim Lucas Managing director of Commercial, excellent products nowadays, and a much wider range your career, and how have you made use of it? UK Publishing Nicky Holt of models in their line-ups, which are all much more Be sincere. And, it’s a cliché, but never judge a book by Office manager Jane Hill 01733 468319 accessible than at any other time in the past due to more its cover. Never have I found this to be more poignant Chief financial officer Lisa Hayden MD Automotive group Niall Clarkson flexible funding options etc. One of our (and other brands’) than while working for Lamborghini. Often, it’s not the CEO of Bauer Publishing UK Chris Duncan biggest challenges is in the area of electrification of sharp looking gent with the £5,000 pinstripe suit and the President, Bauer Global Publishing Rob Munro-Hall models. A large part of the attraction towards cars like Hublot Big Bang on his wrist that ends up being a serious Subscribe to AM ours is the emotional connection the driver has and a lot buyer, but the unassuming chap that comes in wearing Visit: am-online.com/subscribe of that comes from the incredible sound our V10s and shorts and flip flops. Email: [email protected] V12s create. I think owners are concerned they will lose Call: +44 (0)1635 588494 UK: annual £99 / two years £168 / three years £238 this connection in the future. It’s our job to show them Overseas: annual £149 / two years £253 / three years £358 AM is published 12 times a year. that they won’t. Bauer Consumer Media Ltd is a company registered in England and Wales QUICK-FIRE QUESTIONS with company number 01176085, registered address Media House, Peterborough Business Park, Lynch Wood, Peterborough, PE2 6EA. VAT no 918561701. H Bauer Publishing and Bauer Consumer Media Ltd are authorised How might these challenges be overcome? and regulated by the FCA (Ref No. 845898) and (Ref No. 710067). No part of the magazine may be reproduced in any form in whole or in part, We know the need to adapt to the changing environment without prior permission of the publisher. All material published remains the is inevitable and so do Lamborghini, who have taken the What drives you? copyright of Bauer Consumer Media Ltd. We reserve the right to edit letters, copy Working hard for my family, my passion for the or images submitted to the magazine without further consent. The submission of first steps into hybridisation – firstly showcasing the material to Bauer Media whether unsolicited or requested, is taken as permission brand I work for and the satisfaction of having to publish in the magazine, including any licensed editions throughout the world. Asterion concept car at the Paris Motor Show back in Any fees paid in the UK include remuneration for any use in any other licensed worked hard to accomplish something. It’s not editions. We cannot accept any responsibility for unsolicited manuscripts, images 2014, and then more recently with the delivery of the first or materials lost or damaged in the post. While every reasonable care is taken to the same if it’s been handed to you on a plate. ensure accuracy, the publisher is not responsible for any errors or omissions nor Sián FKP37s into the market (which utilises a do we accept any liability for any loss or damage, howsoever caused, resulting from the use of the magazine. Printing: PCP Complaints: Bauer Consumer Supercapacitor mated to the naturally aspirated V12 What’s your favourite app? Media Limited is a member of the Independent Press Standards Organisation (www.ipso.co.uk) and endeavours to respond to and resolve your concerns engine). Albeit the Sián is at the very top of the product Is it cheating to say WhatsApp? I’m the biggest quickly. Our Editorial Complaints Policy (including full details of how to contact technophobe you’ll meet. However, WhatsApp is us about editorial complaints and IPSO’s contact details) can be found at www. range it nevertheless demonstrates that electrification bauermediacomplaints.co.uk. Our email address for editorial complaints covered so useful for keeping in touch and doing business. by the Editorial Complaints Policy is [email protected]. is something we take seriously and are committed to developing for forthcoming models. We do not yet know How do you relax? specifics of how the hybrid/electric programme will be The world is relentless in its demands from you, rolled out over the coming years, but we hope that even so I like to sit and watch something gripping on better vehicle dynamics and transcendent design will TV in the evening with my wife and a nice glass help to retain our loyal customer base, while also of wine and just switch my brain off for a bit. attracting and nurturing new customers.

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MAY 18-19, 2021 A LIVE, VIRTUAL EVENT

WHAT IS IT? New from AM, this online, live senior leaders and experts about ﬁnance and leasing, policy, after- keynote speakers and strategic event takes place across two the journey all will take to ensure sales, Block Exemption, business experts, topical operational pre- mornings in May and tackles the a successful and sustainable auto- model change, technology and sentations, live Q&A sessions critical, strategic issues which motive retail industry of the future. automation, proﬁtability, work- and breakout seminars, this event challenge motor retailers. It is a Topics being covered include force diversity, leadership and allows delegates to tailor their not-to-be-missed opportunity to consumer trends, the economic competition. visit and source the advice most glean insight from this industry’s outlook, used car operations, Structured between top level relevant to their need.

Keep an eye on AM-online.com for speaker announcements