2013 Holiday Greetings Telephone Doctor: Nevada State Report Communication Skills Association Intervention

On the regulatory front two important describing its intended use. A retailer who sells ing on the History channel. Recorded in Las Listen UP! issues have been resolved by direct inter- red-dyed diesel fuel and doesn’t charge sales tax Vegas, the series chronicles the daily activities has the burden to prove that the fuel was sold for at Rick’s Restorations, an antique restora- Not Just Hear vention by your association. First is Washoe use in an internal combustion or diesel engine. The tion shop, where owner Rick Dale, his staff, County’s suspension of the oxy winter time fuel retailer is required to keep a written statement com- wife Kelly, and family restore various vintage Oprogram, and second is the very narrow interpreta- pleted by the purchaser, on a form provided by the items to their original condition. The show is Do you know what the number one tion of the dyed diesel sales tax collection: Department of Motor Vehicles or some other form a spin-off of Las Vegas’ popular series Pawn skill in sales and service is? Washoe County Oxy Fuels Programs: of documentation, proving that the dyed diesel fuel Stars, in which Dale has appeared 11 times as I gave you a hint in the title. Right - listening skills. Peter Krueger Effective October 24th the Washoe County District sold was intended for use in an internal-combustion an on-camera expert and restorer. or diesel engine. Executive Director, Board of Health suspended Health District Regu- Rick started Ricks Restorations in 1982. His By Nancy Friedman, Do we really LISTEN? Nevada Petroleum lation 040.095, “Oxygen Content of the Motor first restoration was an old coke machine that The Telephone Doctor© Most of us ‘hear,’ but do we really listen to what Marketers & Vehicle Fuel” and removed the oxy-fuel program Big Dogs Cubed he took to the Rose Bowl Swap Meet in South- people are saying? Are there any methods, 3 WPMA 2007 Convenience Store from the Carbon Monoxide (CO) State Implemen- Big Dogs Shootout (or cubed) will be held on ern . There he met a Japanese buyer featured Convention tricks, ideas, tips or techniques to make us better Association tation Plan (SIP). The revisions will be submitted May 8 & 9 in Las Vegas at the Red Rock Resort. who wanted to purchase multiple machines, Management Session listeners? Yes, there are. Listed below are some to the U.S. EPA as revisions to the Washoe County Our entertainment this year will be Rick and Kelly owing to their popularity in Japan. As Rick’s Speaker of the often used skills of better listeners. portion of the Nevada SIP. Dale of American Restoration. American Restora- business increased, he added gas pumps and tion is an American series air- candy machines to his restorations. Sales Tax Collection for What do you think the difference is between listening Dyed Diesel: When business slowed in 2006, Rick was and hearing? Red-dyed diesel fuel refers thinking of retiring until he met and married to diesel fuel which has been Featuring: Kelly, who had experience in property manage- Bottom line: Hearing is physical. Listening is mental. infused with red dye. When Rick & Kelly Dale of American Restoration, ment, real estate sales, customer service and the fuel is burned, the dye marketing. Together with their family and the What do some folks do that others don’t in order to be a good listener? It’s produces a red tinted exhaust. reality television series airing on the History channel. restoration crew, Rick and Kelly have taken pretty simple. Take a TV commercial. Most of us normally hear it, but do we

Silver StateSilver Summary • NPM&CSA Red-dyed diesel fuel may not Ricks Restorations from a “mom and pop” always listen to it? Probably not. Especially if it’s about something we’re not be used in vehicles driven on business to a multi-million dollar corporation. particularly interested in for ourselves. the highway or other public Now entering their 5th season of American roads. Red-dyed diesel fuel Restoration, the Kellys and crew are seen in Take the Super Bowl. We talk about the commercials before they’re even on is exempt from sales and use over 87 countries, with an average of 3 million TV. How many can you remember now? My guess is you’ll recall those that tax if it is used in an internal viewers per episode. were of ‘interest’ to you. We probably ‘heard’ them. We may have watched combustion or diesel engine off them. But again, how many did we really listen to? Pay attention to? If you have missed the first or second the highway. An example of an Big Dogs you don’t want to miss this one. internal combustion or diesel Below are 6 easy steps to becoming a better listener. As with many things We are following the same format, which engine would be a diesel-pow- May 8-9, 2014 there are more for sure, but starting with these will help you a lot. Listen up! includes a great dinner and entertainment ered generator used to produce Red Rock Casino Resort & Spa Thursday evening and a golf outing the fol- 1. Decide to be a Better Listener - That’s like an attitude. You can really electricity or a diesel tractor lowing Friday morning. Register today for decide to be a good listener. It’s a decision. Will everything be of interest used for agricultural purposes. Las Vegas, NV 2014 Big Dogs Cubed! or value to you? Maybe not, but not listening can be dangerous. So Mining companies may use diesel-powered vehicles that make a mental decision to listen better to those you talk with; especially are driven only on the mine Scholarship Applications if you have asked them a question and they answer. We need to LISTEN site. Red-dyed diesel fuel used Each May, WPMA awards a $4,000 scholar- to them. We need to acknowledge. We can only intelligently answer and e Associa or tio -St n ship to a graduating high school senior in each acknowledge if we are listening. in an open burner to heat a C & s kiln, for example, is not used r of the seven WPMA states, and one to a student e t 2. Welcome the Customer - On the phone, in person, in business or at a in an internal-combustion or e applying through a WPMA associate member k r social event. We need to make the person feel welcomed. That in turn diesel engine and is subject to a company. The WPMA office is now accepting m applications for the 2014 WPMA scholarships. helps make you a much better listener. We need to be obviously friendly sales and use tax. The Nevada m

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Department of Motor Vehicles e The scholarship application is available on the when we’re talking with a customer. And it needs to be sincere. (Most

l ! o 3 folks can tell when you’re not.) So bring a welcoming phrase to the table r WPMA website, at the bottom of the Scholar-

requires purchasers of the t

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dyed fuel to complete a written p ship home page: http://www.wpma.com/pdf/ and use it to make the customer feel as though he’s a long lost friend!

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statement of acknowledgement d scholarship/SF14-Application-091713.pdf

a t v 3. Concentrate - Listening is not the time for multi-tasking. And today, we

and intended use. In order to e o

N o Applications must be postmarked by can all turn to the left or right and catch someone texting and probably purchase the red-dyed diesel h March 1st, so get your students busy filling fuel without paying the sales s trying to have an in person conversation as well. One of these things 2014 gs out the forms! tax, purchasers must supply the big do will be in trouble. We simply cannot do two things well at once. Your written statement to the retailer continued on page 53 48 www.wpma.com / Winter 2013 WPMA News / Winter 2013 49