Are you missing key insight to sell cars faster?

Auto_Trader_AM_Cover_AW.indd 1 06/02/2019 16:12 Auto Trader has the inside Introducing Retail Accelerator knowledge to help solve powered by our unique insight the car retailing puzzle...

AT Retail Rating identifi es the best cars for your forecourt, based on consumer demand, Consumers spend 4x more time on our vehicle supply and days to sell site than our nearest competitor*1 Price cars right with live spec adjusted market valuations With real consumer demand from 246m monthly ad views*2

Over 1.9m vehicles tracked daily, almost Improve and maintain your 4x what is advertised on our site*3 competitive position in seconds with live competitor activity Transaction data from Fleet, Lease, OEM, Auction and Daily Rentals

More than 19k vehicles added or removed and 90k vehicle updates daily*3 This powerful insight is available at site, brand and group level, helping you effectively manage Our data scientists turn data into unique insight, stock across your network helping you sell cars faster...

Call 0345 111 0002 for more information Call 0345 111 0002 for more information *1 Source: Comscore MMX® Multi-Platform, Total Audience, Auto Trader, Average of Total Visits from Apr- Sept 2018, U.K *2 Average number during the year, Company measure of the number of inspections of individual vehicle advertisements on the UK marketplace for both physical and virtual stock.. *3 Auto Trader internal data, 2018

Auto_Trader_AM_Cover_AW.indd 2 06/02/2019 16:12Auto_Trader_AM_Cover_AW.indd 3 06/02/2019 16:12 NETWORK EFFECTS / P6 Vauxhall’s UK dealer restructuring plan hits the half-way point

MITCHELL GROUP / P22 The ONLY data solutions How MD Mark Mitchell’s belief in people helps deliver a 4.4% RoS with the insight that AUTOMOTIVE MANAGEMENT www.am-online.com March 2019 £8.00 DACIA / P30 Why ’s budget sibling matters to help you win may benefit from Brexit Britain on the UK’s #1 automotive marketplace

THE BEST OF BRITISH

Call 0345 111 0002 for more information MOTOR RETAIL RRG AMONG THE WINNERS AT THE 2019 AM AWARDS – Available on: FULL RESULTS INSIDE / P34-P81

Auto_Trader_AM_Cover_AW.indd 4 06/02/2019 16:12 adRocket

EDITOR’S LETTER

ongratulations to all the winners and finalists of the 2019AM Awards. It was fantastic to see so many ofAM’ s readers being recognised for their great work at our event earlier this month, and you can find out more about why they won in the 28 pages of coverage in this month’s issue. I was particularly pleased that there was such support for some of our newest award categories: Supplier of the Year, Community Hero and AM People Investor. We believe it is important to recognise the strength of relationships between dealers and their suppliers, and their work to support local Ccommunities. And, naturally, no dealer can succeed without skilled employees who are made to feel rewarded and motivated. The AM People Investor Award is an opportunity for us to recognise just one dealer for their great employee focus. But we want to recognise dozens more. So as theAM Awards come to a close, we open ourAM Best UK Dealerships To Work For programme for 2019. Please register your dealerships for it – there is absolutely no cost and no risk to taking part. If your survey shows that your staff rate working for you highly, you will get the boost of displaying a Best Dealership To Work For logo (right) and trophy, and help change the perception of careers in motor retail. If it does not, no one else will ever know, plus you may get some insight into areas that perhaps need improving. At a time when the industry faces ever greater challenges in attracting quality employees, we need your participation in this programme. Get involved. Show your staff – and potential new recruits – that you care. Register now at bestUKdealerships.com. mEET ThE TEam

Tim Rose Tom Sharpe Stephen Briers Jeremy Bennett Editor News and Editor-in-chief Head of digital/ features editor associate editor

am-online.com march 2019 3

FP_AM_3876881id3807698.pdf 04.02.2019 14:58 adRocket

CONTENTS 22 Mitchell Group Honk if you want to retain your customers and grow p r o fi t s . UP FRONT INSIGHT 22 27 30 Accident Exchange has brought all its 06 News insight Face to face: 10 minutes with... Brand values: innovative services under one shiny new roof. 08 News digest Mitchell Group Martin Forbes, Dacia UK 12 MD Mark Mitchell’s ethos is Cox Automotive Outgoing brand boss With all-new AX it’s now easier than ever Market intelligence that a happy team, happy The remarketing company’s Louise O’Sullivan explains for you to build loyalty and retain customers. 19 Opinion customers and a keen eye chief executive on its latest why Brexit could benefit on cost control are crucial joint venture with Auto Renault’s budget sibling to his group’s industry- Trader and the changes and how Dacia is working DEALER leading profitability coming to physical auction to improve dealer profits RETAIN REPLACE REPAIR MANAGEMENT MANAGE CONNECT PROTECT AM AWARDS 2019 85 Lead channel tracking For accident management and 34 W i n n e r s ’ innovation solutions, thinkax.com citations TALENT Every winner from the biggest night 97 in the automotive Take the drama out of retail industry’s leadership changes calendar 99 People on the move 102 Eight questions to... Leon Caruso, group SHOWROOM operations director, Vertu Motors 90 Suzuki Jimny 4x4 95 Long-term reports

am-online.com MARCH 2019 5

FP_AM_0784101AXPid3809325.pdf 02.05.2019 15:41 NEWS INSIGHT send us your news If you have any news stories you’d like to let us know about email us at [email protected]

Vauxhall to follow ’s dIrect dIgItal sale lead

Vauxhall will start to introduce the UK, probably towards the an online retail website based end of this year and early next on Peugeot’s existing system by year,” he said. “I wouldn’t say the end of the year. that’s a moment too soon. WE’RE Norman revealed the plans “We’re not ahead of the game, FoR for the platform when asked but it would have been foolish suppoRting whether the subject of direct for Vauxhall to invest in another WhatEvER dEalERs online sales would be too system when Peugeot’s is is aRound sensitive to broach with already established.” franchisees still accepting new Norman said Peugeot’s talks thE nExt contracts and the reduction of with its retailers about online the physical network. retail started several months coRnER. “Peugeot went online two before its launch in Q1 2017. years ago, and Vauxhall, having He suggested that the same now joined the family, will be terms and timescales would be benefiting from their advance in offered to Vauxhall retailers.

retail network has shrunk from 156 It’s hard to see that it won’t have a sites to 144, with Howkins describing network which is in far better shape.” the current scale as “about right”, The National Franchised Dealers despite listing Aberdeen and Association’s Summer 2018 Dealer Cambridge among key open points. Attitude Survey, however, showed Vauxhall UK managing The scale of network reduction has that the mood among Vauxhall’s director Stephen Norman: been felt more by Peugeot fran- franchisees had declined, with its ‘plan is nothing to be afraid chisees in recent years. overall rating falling from 4.2 to 4.1 of or ashamed about’ Following Dave Peel’s appointment (average: 5.7). as Peugeot UK managing director in At we March 2016, the brand worked with Other network contractions As industry regulation Putting PSA brands together Experian on a strategy to deliver an Ford maintains the UK’s largest have a range of Norman said there was no plan average RoS of 1.5% by reducing its franchised retail network, but has and customer trends tools to help you within PSA Group to bring a certain network to 180 sites by 2020. closed 35 franchised sites since the continue to change, meet the latest FCA NORMAN: DEALERS ARE number of Vauxhall sites into joint In 2015, franchisees’ average RoS start of 2017 – taking its total to 435. we’re here to help. requirements. With franchises with other group brands, was just 0.6%. A spokesman said the reduction discover more at: dedicated account but added that situations would be Peugeot has completed its was mainly down to the loss of looked at “on a running basis”. restructure earlier than expected. A “smaller ‘market-town’ retail blackhorse.co.uk/ managers we can In October, Pendragon’s Evans spokesman for Peugeot UK said the dealers, reflecting a natural attrition abetterway help you create a ALREADy DOiNg bEttER Halshaw opened the first UK fran- re-sized network of 180 retailers had of family businesses formerly transparent experience chised site to house Peugeot and experienced its strongest profita- passed between generations, and and deliver great Vauxhall under one roof in Wakefield. bility of the past decade in 2018, with their appraisal of town centre and customer outcomes. Vauxhall’s UK managing director says dramatic restructure is bearing Norman said: “We have around six three quarters of its network hitting other local prospects”. Peugeot or Citroën open points which the 1.5% RoS target and an average Ford franchisees have consoli- fruit, in the form of higher profit, vehicle throughput and return on sales are looking to be jointly franchised profit of more than £250,000. dated their smallest sites into with a Vauxhall site at the moment.” The network as a whole generated single, large FordStores, and the Karl Howkins, the managing average profit of more than £120,000, brand has begun online new car he Vauxhall franchise By the end of 2018, the brand had which Norman claimed would director of Citroën UK, said three of returning close to 1% RoS. sales and opened a Digital FordStore has become more reduced its network from 326 to 307 increase throughput of cars per site its new franchised partners recently One retail group boss said such in Manchester’s Arndale shopping profitable over the retail sites. Norman hopes to end by 18% between 2018 and 2020. signed agreements that would bring results would be welcome from centre. T past 12 months and 2019 with 259 franchised retail sites, He said the effects of the new it together with Vauxhall dealerships Vauxhall’s plan. Honda reduced its total franchised should be “nicely and 48 ex-sales franchises strategy are already being felt: at shared locations. Citroën’s UK He said: “It was a brave thing to do. sites from 165 dealers at the start of established” for growth ahead of the remaining as authorised repairers. “Network profit has increased by 2017 to 155 at the end of 2018. 2020 of new Corsa, Mokka and Norman said retailers are keen to 33% between 2017 and 2018, in franchIsed network sIzes Volkswagen, meanwhile, which Vivaro products, according to remain with the brand and that he terms of the average per retailer. outsold Vauxhall by almost 26,000 managing director Stephen Norman. receives an average of 20 completed “Return on sales (RoS) has 700 Vauxhall Ford Volkswagen vehicles in 2018, has maintained its Speaking to AM almost a year after contracts a week, which brought the improved from 0.4 to 0.5% and the 188-strong representation over the the magazine broke the news of refranchising process to the halfway number of loss-making retailers has 600 past 12 months. Vauxhall’s plan to close about a third point by the start of February. The reduced from 92 to 72.” 500 This was despite an indication in of its retail sites, Norman said the speed of the take-up has prompted “That means that over 30% of the 400 mid-2017 from Jürgen Stackmann, plan was “nothing to be afraid of or Vauxhall to bring forward the imple- network is still in loss, though, which a member of Volkswagen’s board of ashamed about” and that the brand mentation of new contract terms is clearly unacceptable. 300 management, that the brand would would emerge in better shape. from May 1 to January 1, 2020. “We want to achieve a sustainable 200 have to reduce the scale of its retail The cull was confirmed to retailers Norman described the four-month RoS figure of 1% across the network 100 network by 10% across Europe as a better way of at Vauxhall’s annual dealer shift as “common sense rather by 2020.” part of its attempts to deliver a better way of doing business conference on May 1, 2018, along than strategy”. Norman said the brand’s top quar- 0 efficiency improvements worth doing business with an April 2020 end date for all In total, Vauxhall will part company tile of dealers make 2.2% RoS, or an £3.2 billion a year by 2020. 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 existing dealer contracts. with 12 investors (from 91 to 79), average £575,000 profit. TOM SHARPE

6 marcH 2019 am-online.com am-online.com march 2019 7 NEWS DIGEST

ADVERTISING FEATURE in detail adVeRtiSinG FeatURe To view the full story go to THIS MONTH’S NEWS HIGHLIHLIGHTS am-online.co.uk/news Back to basics: jan How will 5G the presentation ford and VolKSWagen form and PIcK-UP allIance swedish investors buy 11% share in pendraGon 31st 15th Ford and Volkswagen signed the first agreements to develop Pendragon attracted two major investments from Swedish affect you and You’ve got to sell the car before you sell the deal, new and medium-sized pick-up trucks together. They also investment company Anders Hedin Invest within a week. Just five says Simon Bowkett of Symco Training signed a memorandum of understanding to investigate days after its acquisition of an initial 9% share, the company, which collaboration on autonomous vehicles, mobility services and owns dealerships and leasing businesses in Sweden, Norway and your video electric vehicles. Belgium, took its total share to 11.25%. When does the best presentation of a car happen in your dealership? In my experience? experience, it’s at the handover. That’s PrePare for eVS, Go vauXhall sites 22nd PeUgeot tellS dealerS re-branded as robins often when the customer finds out for Peugeot UK managing & day by psa retail By Alistair Horsburgh, CEO, CitNOW the first time about some of the director David Peel told Go Vauxhall is being amazing things the technology in their delegates at the brand’s re-branded alongside This year 5G is set to become more brand new car can do for them. Why aren’t we national dealer conference Robins & Day to highlight widespread and it will affect doing this early on in the sales process? at the NEC in Birmingham to the groups’ status as part of the PSA Group. All 10 Go Vauxhall how we use our smartphones “be prepared” for EVs. Peel sites will be re-branded as the groups are brought together In fact, a great presentation at the right time is one dramatically. Retailers utilising told retailers that 100% of under the trading name Robins & Day by PSA Retail. feb of the biggest things I see not happening in car the Peugeot product range video as a means to communicate dealerships today. Or if they are done, they tend to would have an electrified personally and as a way to be the “it’s got… it’s got… it’s got…” type of ‘feature derivative by 2023. Jd classics creditor showcase used car stock online will benefit from dump’ presentation. sues founder 4th derek hood 5G because it is set to boost quality and make it We have to get back to the basics, and that’s the 24th arnold clarK acqUIreS PHoenIx car comPany JD Classics founder Derek easier for consumers to watch content on their subject of my new sales training video on the AM Arnold Clark has acquired Phoenix Car Company, adding six retail Hood is being sued for £64 smartphones. website this month (www.am-online.com/ sites in Paisley and one in Edinburgh from the group, with million by the classic car Faster than the current standard, 4G, 5G will symcotraining, or at www.symcotraining.co.uk). franchised partners Hyundai, , Mitsubishi, Suzuki and Honda. restoration and retail business’ creditor, Charme enable us to stream more high-quality video Capital. The Times reported Qualify the customer first content more quickly – great news for the viewer that scrutiny of JD Classics’ and retailer staff tasked with shooting and To give a professional presentation, the first thing accounts revealed alleged you have to do is qualify the customer to find out “financial irregularities”, uploading. Professional video presentations will be what they are interested in on that car. Then follow which led to a large write-down of its inventory by private equity taken to the next level and viewers will benefit firm Charme Capital. Hood denies the allegations. the features-advantages-benefits structure. from reduced latency (the time it takes for a video n Feature – what the actual feature is. to be clicked and then to play). n Advantage – the generic advantage. marshall motor Group buys sandicliffe Škoda sites In 2018, CitNOW hosted almost 9 million videos n Benefit – what it means for your particular Marshall Motor Group acquired Sandicliffe Motor Group’s Škoda on its platform (8,986,860 to be exact) and 5G will customer. franchises in Nottingham and Leicester. The move increased lynK & co claImS to be faSteSt-groWIng carmaKer Marshall’s Škoda representation to seven sites. deliver a better experience for the viewer, which in Yes, it’s as old as the hills. But it works. ’s Lynk & Co brand became the world’s fastest-growing car turn will enhance video communications making it Here’s the way I like to remember it. Every year, manufacturer, after 120,414 sales in China during its first year. more mainstream than it is already. hundreds of thousands of half-inch drill bits are sold. The brand, which claims to have “made the traditional showroom Government may review As retailers become more experimental and But nobody really wants to buy them. What they experience redundant” through a combination of online sales £60m X-trail production packaGe innovative in their use of video and push the actually want is a half-inch hole. In the same way, and ‘retail stores’, will reach the UK next year. Following Nissan’s decision people don’t want a heated steering wheel, they want boundaries even further together with even more to abandon plans to build consumers embracing video messaging, the to warm their hands up a little after they’ve scraped 25th oPenS VW dealerSHIP In reSIdentIal blocK the X-Trail SUV in the ice off their windscreen on a cold winter’s day. Lookers has opened a new Volkswagen dealership built into a Sunderland, the arrival of 5G will have a crucial role to play in its They want what the feature will do for them. London housing development. Located beneath apartments, the Government may ‘review’ wider adoption. In fact, these three trends – more £10 million Lookers Volkswagen Battersea showroom, at York the £60 million funding diverse use of video, consumer acceptance and Road, forms part of a partnership with Linden Homes’ £100m package put in place to help Best way to raise the desire housing and commercial development. fund the training of staff at 5G, are completely entwined. Each is influencing When was the last time you did a walkaround Sunderland in preparation the other, enabling each to gain more traction. presentation highlighting features, advantages and for the new model’s arrival on production lines. Nissan is 2019 will be an exciting year for video messaging. VolVo to recall 30,000 UK said to have blamed wider industry pressures on the change of benefits – the six-position sell – in the showroom? Go 28th n VeHIcleS oVer fUel leaK fearS plan, with Brexit “uncertainty” also hampering its future For more information, visit www.citnow.com. back to doing them, because it’s the best way there Volvo is recalling more than 30,000 UK planning in the region. is of raising the customer’s desire for your product. vehicles over fuel leak fears as part of n Honda joined BMW/ and in making plans for a a voluntary recall of 219,000 cars temporary post-Brexit shut-down period at its UK Visit our website for a free training trial globally. News of the recall came in the manufacturing plant. The Japanese manufacturer told 3,500 To find out how our low-cost, IMI-approved online same month the brand announced staff employed at its Swindon production that it will halt training programme can help train your team, visit plans to retail cars online from April. production for six days from March 29. symcotraining.co.uk/freetrial and start your free trial today.

8 MARCH 2019 am-online.com am-online.com MARCH 2019 9 Register now at FREE www.bestukdealerships.com

SHOWROOM NEW CARS USED CARS CAR WASH WORKSHOP For the third year, AM is running the AM Best UK Dealerships To Work For programme

Employees at our 2018 Best Dealerships felt supported, respected and recognised for their good work. They have strong connections with their supervisors and can share their opinions or feedback. They also feel rewarded, with chances to progress their careers, training and a broad range of staff benefits. If your workforce feels similarly, register your dealership for our 2019 programme, run in partnership with Best Companies Group. It’s totally FREE and there is no risk – if your survey results are not strong enough to make the listing, no one outside your business will ever know. But if they are, you will be celebrated as one of the best.

Benefits FREE use of FREE Best Dealership FREE registration to our FREE FREE The head of the overall highest- OPTIONAL You can purchase a detailed report A risk-free What the AM Best UK To Work For trophy flagship Automotive publicity scoring dealership will receive a VIP from Best Companies Group, with your way to businesses that Dealerships To to display in the Management Live 2019 in AM invitation to the 2020 AM Awards, to employees’ anonymised responses to each of assess and become 2019 Work For logo for workplace, and press exhibition at Birmingham magazine join AM on the front tables, and to be the survey’s questions, verbatim comments promote AM Best UK your recruitment release templates for NEC, where the awards and presented with their award again on the and benchmarking data. This is purely optional. your Dealerships To marketing your use will be presented AM-online grand stage at our flagship event No purchase is necessary to take part dealership Work For get: MARKET INTEL Sponsored by

SEGMENT ANALYSIS SPONSOR’S COMMENT

By Richard Jones, managing director, Black Horse are unlikely to become the segment-leader any PROPORTION OF Last month, I commented on time soon. The supermini segment is SALES BY MANUFACTURER 2018 the forthcoming FCA motor exceptionally price-sensitive – after all, a finance market study, in significant proportion of customers are buying 60.00% particular on commission a supermini because they cannot afford a structures. While we still await its publication, 50.00% larger car. From the manufacturers’ point of I wanted to reflect on discussions I have had view, the point of selling crossovers is that they across the market. We are living in uncertain have a better margin than hatchbacks – there 40.00% times, but they are not unprecedented. is little point designing a crossover that has the 30.00% same transaction price as a hatchback. Many influences are bringing pressure to the automotive value chain. Manufacturers However, it is possible that hatchbacks will go 20.00% back to the position they held in the early 1970s face big increases in investment to deal with – dominant only in the B-segment (a class 10.00% electric and autonomous vehicles and races created by the first small hatchbacks, such as in technology, refinement and emissions. the Renault 5 and Fiat 127). 0.00% Add in China’s market stall and profit In medium-sized cars, hatchbacks with strong stresses appear – manufacturer collabora- Audi Volvo brands (the prime example being the Golf) will BMW tions will surely keep increasing. Mercedes continue to thrive, but there will be a lot less Retailers have (generally) faced declining room for “me-too” models. Twenty years ago, profits as margins shrink and costs rise. every mainstream brand had a C-segment regulators. Intense pressure to reduce CO2 They are responding with measures such as hatchback because it was the centre of the figures through the 2020s will make aftersales focus, the used car value chain European car market. Today, who would notice manufacturers wonder if adding bulk – to the if Fiat, Renault or Citroën stopped marketing detriment of both weight and aerodynamics – is and increasing earnings from ancillaries, in such models? Even the once-mighty Astra is really such a great idea. It will be interesting to particular F&I. The latter has become so looking vulnerable. The UK is traditionally Opel/ see how consumers react to the pressure to important I wonder if any retailer groups THE SUV HAS CROSSED OVER Vauxhall’s largest market, but last year the Astra make cars smaller again. There was a phrase would survive without it. Therefore, high sold just 31,600 examples (down 36.1%), which in the skiing industry a few years ago, when skis conduct standards are essential, both for was slightly fewer than the Mokka X, Vauxhall’s started to change from long and narrow to customer outcomes and a viable business Crossovers and SUVs are on the verge of becoming the dominant bodystyle for all cars B-segment crossover. Fifteen years ago, total much shorter and wider: “Once you go fat, you model – F&I partners must be chosen wisely. European Astra sales were 500,000 per year – in never go back” – people who bought their first For lenders, a combination of strong compe- rom the rise to prominence of the looked to the neighbours like a smaller brother of term favourites such as the BMW 3 Series and Audi 2018, they were about 160,000. wide skis never went back to narrow ones. Will tition, high regulation and low interest rates hatchback in the 1970s (e.g. the those swanky Land Rovers and BMW X5s. The A4 means traditional models are putting up more of In fact, the main opposition to crossovers is crossover drivers be prepared to go back to have meant customers are (generally) paying Mark One Golf in 1975) through to other benefit was the higher driving position – with a fight in this category, but it seems likely that less likely to come from consumers than hatchbacks? DAVID FRANCIS less for motor finance over time – good news. the mid-2000s, the dominant increasing congestion and more speed cameras, crossovers will nevertheless become the majority However, funding costs are rising and F bodystyles were hatchbacks for you might as well get a decent view of what is bodystyle within a few years. retailers may look for a higher share, so small/lower-medium cars and saloons for large/ eroding your driving enjoyment. In luxury cars, that has already happened. The SHARE OF CROSSOVERS VS OTHER BODYSTYLES 2018* premium cars. Today, crossovers and SUVs are on the verge of combined market share of traditional executive and lenders also face margin squeeze. Lenders Over time, the dividing line became sharper: becoming the dominant bodystyle for all cars larger luxury models, such as the Jaguar XF and Mercedes focus on credit and RV risk, especially given lower-medium saloons such as the Ford Orion died than superminis. In the C segment, crossovers such S-Class, was 3.7%. The share of luxury SUVs, (e.g. 70.00% the consumer credit cycle, although that is out, and Ford’s Sierra, launched initially only as a as the Qashqai took 42.8% of the segment last year, Land Discovery, Range Rover), was 6.1%. hard to predict in our current environment. 60.00% hatchback, morphed into the current Mondeo while hatchbacks and estates took 52.4%. However, Thus, luxury SUVs took 62.3% of combined sales. Finally, digitalisation is providing more saloon. The only other choices for non-sports cars there is another segment that has to be taken into In fact, this was only a modest rise on 2017 (61.4%), 50.00% choice and facilitating the rise of the ‘middle- were estates (less than 10% of the total market) and account – premium compact crossovers. These are indicating that luxury SUVs are so well established middle’ players in the value chain – be that the steady rise of what we used to call 4x4s. The models such as the Volvo XC40 and BMW X1, which that there is less room for further market share 40.00% for cars, finance, insurance etc. Who wins 1970 Range Rover set off a slow-burn revolution – accounted for an additional 105,000 registrations, growth (as discussed above, the luxury Range from these models? Is the customer winning? slow because many people could not see beyond and are the same size as a Ford Kuga. If all Rover set the template nearly 50 years ago, so 30.00% Is the total value chain simply getting the quality problems to realise the C-segment-sized cars are combined, 49% are these are the longest-established SUVs). squeezed along the way? full potential of the concept. crossovers and 46.9% hatchbacks and estates. Given If the crossover bodystyle is going to dominate 20.00% Depressed yet? We shouldn’t be – lenders, By the early 1990s, the Discovery and the growth rate of more than 10% a year for medium and large cars, the question arises – how the first European-spec Jeep Cherokee showed crossovers, 2019 is likely to see them take an far down the segments can it go? Could it become 10.00% retailers and manufacturers need to collabo- that the Range Rover concept could be expanded. absolute majority of sales in this category. the leading design for superminis? B-segment rate more in these circumstances. Building Toyota then created the leisure SUV in the 1994 In the next category up, it is a similar story. crossovers currently account for 31.8% of the 0.00% strong partnerships over time is a way to RAV4, and the segment started to grow significantly. Combining D-segment models, such as the Mondeo, segment, up from 26% in 2017. In contrast, C- C- D- D- E/F- E/F- navigate pressure, adapt and develop segment- segment- segment- segment- segment- segment- The car that added afterburners to the concept with compact executive models such as the BMW 3 hatchbacks took a commanding 66.8% share in sized sized other sized sized other sized sized other winning models together. Then our customers was the 2006 Nissan Qashqai, which offered an Series, gives a total market share of 7.6% (down from 2018. While crossovers can continue to grow, with crossovers crossovers crossovers are well served, provided with good value SUV outline to Nissan Almera buyers. Instead of an 9.5% in 2017). Market share of D-segment premium important new models on the horizon, such as the and all in a model where partners make a * See text. Premium SUVs are combined with equivalent non-crossover models, e.g. Audi Q7 with luxury saloons identikit hatchback on the drive, Mondeo Man and crossovers (e.g. BMW X3 or Volvo XC60) was 4.9%, Škoda Kamiq, second-generation Juke, and a justified return. Exciting times. Worcester Woman could have something that up from 4.6% last year. The residual strength of long- Fiesta-based replacement for the Ecosport, they

SUPPORTING DEALERS, WHATEVER IS AROUND THE CORNER. blackhorse.co.uk/abetterway

12 MARCH 2019 am-online.com am-online.com MARCH 2019 13 adRocket

MARKET INTEL Sponsored by

NEW CAR REGISTRATIONS A better way of doing business

January SMMT calls for 1 Marque 2019 % market 2018 % market % Ford share share change with three models in the month’s Government top 10 sellers (Fiesta, Focus and 1 Ford 16,629 10.33 19,654 12.01 -15.39 kuga) Ford states its intention to diesel drive to Volkswagen 13,224 8.21 12,579 7.69 5.13 fight hard in 2019. Yet its market 2 share continues to slip, down to rescue ailing Vauxhall 12,250 7.61 12,652 7.73 -3.18 10.3% from the 10.7% it ended 2018 Mercedes-Benz 12,249 7.61 11,891 7.27 3.01 with. Its January registrations declined by 3,025 units. registrations BMW 9,553 5.93 9,000 5.50 6.14

3 Audi 8,632 5.36 11,806 7.22 -26.88 new car registrations declined by Toyota 8,575 5.33 7,975 4.87 7.52 SUPPORTING DEALERS, 1.6% overall in January despite a 2.9% 2 VolkSwagen increase in the number of private 4 Kia 8,328 5.17 7,582 4.63 9.84 Its growth continues, with 645 more sales than January 2018. of its buyers starting 2019 with the purchase Nissan 6,969 4.33 7,917 4.84 -11.97 WHATEVER IS AROUND of a new vehicle. 13,224 registrations, top The Society of Motor Manufacturer Hyundai 5,778 3.59 6,429 3.93 -10.13 performers were golf at 4,270 units and Polo at 2,963. It is now only two and Traders’ (SMMT) data showed that Peugeot 5,653 3.51 5,276 3.22 7.15 THE CORNER. 161,013 new cars were registered in percentage points away from the the Uk. Land Rover 5,601 3.48 5,660 3.46 -1.04 market leader. But while the private market Seat 5,522 3.43 4,203 2.57 31.38 accounted for 71,378 registrations, Škoda 5,402 3.36 5,473 3.35 -1.30 demand from business and fleet 3 buyers fell by 33.5% and 3.4% 5 Volvo 4,079 2.53 2,270 1.39 79.69 aUdI It sold 3,174 fewer cars in January respectively. Citroën 3,887 2.41 3,488 2.13 11.44 Some industry observers say unclear year-on-year, the largest volume government policy regarding emission- Honda 3,700 2.30 4,282 2.62 -13.59 drop of any brand in the table. based taxes could be to blame. Renault 3,365 2.09 3,747 2.29 -10.19 national Franchised dealers Mini 3,251 2.02 2,871 1.75 13.24 association (nFda) director Sue robinson said: “The retail Suzuki 3,006 1.87 3,305 2.02 -9.05 4 kIa Its Sportage SUV can do no wrong automotive industry is flexible and Mazda 2,724 1.69 2,861 1.75 -4.79 resilient, but we urge theg overnment – it’s off to a good start with 2,622 to provide clarity to businesses and Dacia 2,475 1.54 2,121 1.30 16.69 sales in January, beating the Ford kuga. kia’s total registrations for consumers as soon as possible.” Jaguar 2,121 1.32 2,174 1.33 -2.44 SMMT chief executive Mike hawes the month reached 8,328 – 746 units, or 10%, ahead year-on-year. said: “It’s encouraging to see car Fiat 1,676 1.04 1,714 1.05 -2.22 registrations in January broadly on par Mitsubishi 1,213 0.75 1,555 0.95 -21.99 with a year ago as the latest hi-tech 1,007 0.63 887 0.54 13.53 models and deals attracted buyers into showrooms. MG 754 0.47 475 0.29 58.74 5 VolVo “This, however, is still the fifth The Swedish brand is off to a strong 6 Porsche 581 0.36 994 0.61 -41.55 consecutive month of overall decline in start. January registrations were the market. Smart 490 0.30 601 0.37 -18.47 up 80% on 2018, an extra 1,809 “To restore momentum, we need units, which is the strongest 7 Jeep 372 0.23 235 0.14 58.30 supportive policies, not least on vehicle increase of any brand. The XC60 and XC40 remain very good sellers taxation, to encourage buyers to invest Alfa Romeo 299 0.19 277 0.17 7.94 for Volvo. in new, cleaner vehicles that best suit Abarth 260 0.16 279 0.17 -6.81 their driving needs – from the latest DS 253 0.16 290 0.18 -12.76 petrols and diesels to an ever-growing At Black Horse we have a range of tools to range of exciting electrified vehicles. SsangYong 208 0.13 187 0.11 11.23 help you understand and meet the latest “This would be good for the Subaru 174 0.11 155 0.09 12.26 6 PorSChe environment and good for the industry It continues to feel the impact of the FCA requirements. Putting the customer first and those who depend on it.” 130 0.08 138 0.08 -5.80 wlTP transition, which has held up is at the heart of our business. With dedicated appetite for alternative fuel vehicles Maserati 83 0.05 110 0.07 -24.55 supply of new cars. a 42% decline (aFVs) did grow significantly during equated to almost 12 fewer regis- account managers we can help you create McLaren 56 0.03 53 0.03 5.66 January, the SMMT said. trations per dealership last month. a transparent experience and deliver great a rise in registrations of 26.3%, Infiniti 32 0.02 94 0.06 -65.96 customer outcomes. resulting in a total 6.8% market share, Alpine 16 0.01 0 0.00 0.00 supported the SMMT’s latest forecast Lotus 7 0.00 12 0.01 -41.67 So, whatever changes are waiting around for aFV sales to rise by a quarter 7 JeeP to about 177,000 units by the end Chevrolet 0 0.00 1 0.00 0.00 a 58% rise in January registrations the corner, we’re ready to help you. of 2019. works out as 137 more cars sold Other British 222 0.14 138 0.08 60.87 Petrol demand also grew by 7.3% in for Jeep’s dealer network – some Discover more at: January, but this was not enough to Other imports 207 0.13 204 0.12 1.47 much-needed good news for a offset another month of decline for brand that ended 2018 down 4%. blackhorse.co.uk/abetterway Total 161,013 163,615 -1.59 diesel, as registrations fell by 20.3%.

14 MARCH 2019 am-online.com

BHL10692_motor_atl_fca_press_ad_AW_v2.indd 1 24/08/2018 14:10 FP_AM_BHL10692AMid3805220.pdf 02.01.2019 09:57 adRocket

MARKET INTEL Sponsored by

FINANCE OFFERS Carmakers cut Top finance deals for reTail buyers Model Finance Deposit Term Monthly Final APR Offer ends type payment payment PCP prices to Top 10 models by lowest monthly payments dacia sandero access sce 75 pcp £1,161.00 49 £79.00 £2,974.00 6.9% 01/04/2019 ford Ka+ Zetec 1.2 Ti-VcT 85ps pcp £3,322.00 24 £99.00 £6,147.00 0% 31/03/2019 Change kickstart Q1 dacia sandero stepway essential Tce 90 pcp £2,286.00 49 £109.00 £3,781.00 7% 01/04/2019 dacia duster access sce 115 4x2 pcp £1,446.00 49 £109.00 £5,213.00 6.9% 01/04/2019 dacia logan McV access sce 75 pcp £1,414.00 49 £109.00 £2,957.00 6.9% 01/04/2019 suzuki ignis dualjet sZ3 pcp £1,912.11 48 £109.00 £5,263.00 6.9% 31/03/2019 anufacturers have adjusted their Mitsubishi eclipse cross 2 petrol Manual 2Wd pcp £6,516.00 36 £119.40 £10,554.00 6% 27/03/2019 retail offer strategies to kickstart the Toyota aygo x-trend 1.0 VVT-i Manual pcp £2,901.00 42 £129.00 £4,770.00 0% 31/03/2019 M year with a 4.4% drop in the average uncertainty citroen c1 VTi 72 manual 5dr flair pcp £2,429.00 48 £129.00 £3,868.00 0% 31/03/2019 monthly prices of PCP deals, to £311.40, according to AM’s latest quarterly data. suzuki celerio sZ3 dualjet 5dr pcp £2,083.21 48 £139.00 £3,383.00 6.9% 31/03/2019 The increased affordability across Top 10 0% offers at lowest monthly payment manufacturers’ model ranges is in contrast to ford Ka+ Zetec 1.2 Ti-VcT 85ps pcp £3,322.00 24 £99.00 £6,147.00 0% 31/03/2019 the 5.5% quarterly rise seen in Q4 2018. Toyota aygo x-trend 1.0 VVT-i Manual pcp £2,901.00 42 £129.00 £4,770.00 0% 31/03/2019 AM’s analysis of 259 representative examples citroen c1 VTi 72 manual 5dr flair pcp £2,429.00 48 £129.00 £3,868.00 0% 31/03/2019 into clarity from manufacturer’s websites display a theme of seat design Mii 1.0 12V 60ps pcp £1,269.00 48 £149.00 £3,128.00 0% 01/04/2019 increased affordability to target customers until seat ibiza fr 1.0 Tsi 115ps pcp £1,999.00 48 £149.00 £6,813.00 0% 01/04/2019 the end of March. More than half of all the offers collated byAM citroen c3 pureTech 68 manual feel pcp £2,754.00 48 £149.00 £4,703.00 0% 31/03/2019 for Q1 (55.6%) are priced below that average fiat panda Waze 1.2 70ps pcp £1,835.00 36 £155.00 £4,350.00 0% 31/03/2019 £311.40 price point, demonstrating a push to fiat 500l s-design 1.4 95ps s-design pcp £3,629.00 36 £155.00 £7,542.00 0% 31/03/2019 The vehicle market is full of uncertainty, make models across ranges more affordable in ford Tourneo courier Zetec 1.0 ecoboost 100ps pcp £2,963.00 36 £159.00 £6,728.00 0% 31/03/2019 a quarter that will be critical for dealers’ bottom Jeep renegade sport 1.0 Gse T3 120ps Manual pcp £5,897.00 36 £169.00 £6,719.00 0% 31/03/2019 so how do you navigate changes and lines in 2019. Top 10 EV or hybrid models by lowest monthly payment Average deposit levels also followed suit to Toyota yaris icon Tech Hybrid petrol 1.5 VVT-i auto pcp £3,896.00 42 £189.00 £7,110.00 0% 31/03/2019 drive your business forward? become more affordable this quarter, dropping by 10% on average, from £5,845.50 to £5,250.92. renault Zoe dynamique nav r110 pcp £4,499.00 36 £199.00 £4,850.00 5% 01/04/2019 While not exactly affordable, the average Toyota corolla Hybrid design 1.8 cVT pcp £4,964.00 42 £229.00 £9,967.50 0% 31/03/2019 balloon payment also fell in Q1 from £12,142, to Toyota c-Hr design 5dr coupe fWd Hybrid 1.8 VVT-i auto pcp £6,546.00 24 £249.00 £15,187.50 0% 31/03/2019 At Hitachi Capital we’re market leaders £11,621. Manufacturer finance houses also lexus cT 200h with sport pack pcp £5,715.00 42 £259.00 £10,080.00 4% 31/03/2019 in vehicle leasing and fl eet management. reduced their margins in Q1 to 3.78% APR after ford Mondeo Titanium edition Hybrid electric 2.0 TiVcT 187ps pcp £6,934.00 36 £269.00 £10,522.00 0% 31/03/2019 an average of 4.35% APR in Q4 2018. auto So we can help with everything from new AM’s data tracked 63 0% offers in Q1, a Toyota raV4 Hybrid design 2.5 fWd automatic pcp £7,588.00 24 £279.00 £17,730.00 0% 31/03/2019 big increase quarter-on-quarter, up from 41 in Mitsubishi outlander pHeV Juro petrol Hybrid auto 4Wd pcp £12,202.00 36 £287.92 £14,980.00 5.9% 27/03/2019 Q4 2018. technologies to environmental legislation, Toyota prius business edition plus 5 door 1.8 VVT-i auto pcp £5,664.00 42 £299.00 £12,802.50 4.9% 31/03/2019 Dacia and Suzuki once again dominate the affordability rankings by lowest monthly Kia niro self charging Hybrid 2 1.6 Gdi 1.56kwh lithium-ion pcp £2,249.00 36 £308.93 £10,797.00 5.9% 31/03/2019 and prepare you for what’s around 139bhp 6-speed auto dcT payment, with the Sandero Access SCe 75 priced from just £79 a month. Dacia has four models in Top 10 models by lowest deposit the corner. This is how the future looks. the top 10 most affordable list, although the suzuki swift 1.0 boosterjet sZ-T pcp £0.00 48 £179.54 £5,381.00 0% 31/03/2019 brand is continuing with its strategy of a high APR fiat 500 pop 1.2 e6d pcp £0.00 36 £199.00 £4,846.00 0% 31/03/2019 at 6.9%, almost double the Q1 average, to offset fiat 500 collezione 1.2 70ps e6d pcp £0.00 36 £239.00 £5,656.00 0% 31/03/2019 This is how tomorrow is made. the low deposits. renault clio play Tce 75 pcp £169.00 48 £169.00 £5,511.00 0% 01/04/2019 The best 0% offers with the lowest monthly smart fortwo coupe passion 72 ps (52 kW), manual, optional pcp £169.00 48 £169.00 £3,560.00 2% 31/03/2019 payments are more of an eclectic mix of makes metallic body panels and models, with Ford, Toyota, Seat, Citroën, Fiat smart forfour passion 72 ps (52 kW), manual pcp £169.00 48 £169.00 £3,370.00 2% 31/03/2019 and Jeep all present in the top 10. smart fortwo cabrio passion 72ps (52 kW), manual with pcp £195.00 48 £195.00 £4,860.00 2% 31/03/2019 There are models such as the Ford Ka Zetec optional metallic body panels city car for £99 a month, a Fiat 500L MPV for £155 renault captur iconic Tce 90 pcp £239.00 48 £239.00 £6,522.00 5% 01/04/2019 a month, Ford Tourneo Courier MPV for £159 and Jeep Renegade SUV for £169. nissan Juke bose personal edition 1.6 Manual pcp £261.18 48 £261.18 £6,542.20 0% 31/03/2019 The Suzuki Swift is also worth mentioning due Hyundai i10 s 1.0 67ps petrol manual pcp £900.00 24 £197.77 £3,803.75 6.4% 31/03/2019 to an offer of no deposit and monthly payments of £179.54. adopting a ‘wait and see’ approach, keeping hold affordable pure electric on the market at £199 According to the Society of Motor Manufacturers of their older, more polluting vehicles for longer. over three years at 4.9%. and Traders’ (SMMT) end-of-year data for 2018, Retailers have been armed in Q1 with some Toyota makes up half of the most affordable AFV the UK’s new car diesel market declined 29.6% powerful AFV deals, with every vehicle in the top models in Q1, with premium offshoot Lexus also in 2018. While growth in petrol (8.7%) and 10 most affordable offering monthly payments making it into the list with its CT200h.TOM SEYMOUR alternative fuel vehicles (up 20.9%) replaced below the quarterly average of £311.40. some of the loss, it has not been enough to offset The Toyota Yaris Hybrid is the most affordable SEARCH FOR FINANCE OFFERS the full shortfall. on the market right now at £189 a month over a For a searchable list of manufacturers’ The SMMT said many diesel owners are still 42-month 0% offer. The Renault Zoe is the most finance offers, go to am-online.com/offers Hitachi Capital (UK) PLC is authorised and regulated by the Financial Conduct Authority. Financial Services Register no. 704348 Hitachi Capital (UK) PLC Vehicle Solutions

16 MARCH 2019 am-online.com

FP_AM_1HITE0003Hid3774055.pdf 01.09.2019 16:58 adRocket

HAVE yOur SAy do you agree with these opinions? Get in touch by email - [email protected] Get your transport VIEWPOINT POLL

WHErE WILL MOST fOCuS IN THE yEAr AHEAd CuSTOMErS, NOT bE: ON rENEWINg yOur EXISTINg CuSTOMErS CELEbS, CAN rEbuILd Or ON CONquESTINg NEW buyErS? TruST IN MOTOr rETAIL professor jim saker is director of the sorted fast! centre for automotive management at loughborough university’s business school and 80% an am awards judge. He has been involved in the automotive industry for more than 20 years 70% Over Full cost control 60% William Bernbach, filtered down to profit – it is the 50% the founder of global fastest-growing private company in 40%  £65 £115 advertising agency the industry, selling more than a DDB, once said that million watches a year, with $228m “good advertising does not just annual revenue. 30% Vehicles moved Set the price you wish to circulate information – it penetrates However, the authenticity and the public mind with desires impartiality of some online 20% last month Live data dashboard pay across your group and belief”. influencers has been called into With politicians issuing statements question. Research conducted by 10% based more on opinion than fact the BBC in December 2018 showed and our own industry guilty of that 82% of the people polled said 0% falsifying information and it was not always clear whether the renewing conquesting misleading the public, it is influencer had been paid or not for + understandable that they become promoting the product or service. 2018 2019 600 somewhat cynical about the At the end of January, the marketing messages they receive. Competition and Markets Authority Over the past five years, this (CMA) said 16 celebrities – including £ ambivalence to conventional the model Rosie Huntington- Three out of four dealers are preparing to work harder on Reliable promotional approaches has given Whiteley, musician Rita Ora, and customer retention than on tempting fresh business to their rise to the role of online ‘influencers’. YouTube star Zoella – had pledged showrooms this year. As the market recovers from the Great cost savings Transport companies Fully managed service Whether this is an Instagrammer to declare whether they had been WLTP supply issues of late 2018, and the Government who snaps a selfie with the product paid for any endorsement or continues to argue about Brexit, it seems dealers’ new car or a YouTuber who produces a vlog received a featured product as a targets, and strategies, are erring on the side of caution. of their experience, they come at a gift. Warning letters were sent to The Society of Motor Manufacturers and Traders forecasts cost, but can reach a highly engaged other celebrities and influencers, as a full-year new car market decline of 2.3%. So 2019 could be audience that trusts their opinion. well as advertising and PR agencies, a year that tests dealers’ CRM activities. One of the best examples of this since the CMA began its investigation In retailers’ favour, the 1.2 million new cars sold in the

We have now been using Movex across our 100 dealerships, is Daniel Wellington, the Swedish into the practice in August. private market during 2016 will be reaching the three-year-

“ watch brand founded in 2011. It Our industry has used celebrity old point, and with most of these on PCP finance, private it gives us full cost control and transparency across our group. bypassed traditional marketing by influencers for a long time and it customers will be making the decision whether to go into “ enlisting thousands of micro- has always been fairly obvious that another new car or refinance their balloon payment. The We are confident we have made the correct decision in partnering influencers on social media they have been paid. But for a long onus must be on dealers to contact these customers in good channels. Through a combination time, I have believed the greatest time with a strong offer to negate the likelihood that they of gifting the watch or paying the untapped source of influence is will desert for another brand. with them and would highly recommend them! influencer, they promote the not the celebrity, but our own One dealer said: “Ensuring that we spend money on #danielwellington hashtag by customer base. looking after and keeping in contact with current customers showcasing the product in their In a time of uncertainty, maybe it can only be better than trying to get what everyone else is Jon Head, Commercial Director Instagram posts alongside a is time to allow our customers a trying to do.” unique discount code that their bigger share of voice on our local Nevertheless, there are brands with ambitions to grow Marshall Motor Group followers can use to buy it. Since digital channels. ‘Word of mouth’ their market share in 2019. 2011, Daniel Wellington has gained recommendations need to move “We will continue to renew our own customers, but we 4.2 million Instagram followers from the verbal to the digital, need new blood so the majority of our focus has to be on with 1.8m posts containing the providing authenticity and belief to conquest,” said another respondent. hashtag. This has successfully our promotional activity. “the greatest untapped source 0M`V\^V\SKSPRLHTLL[PUN[VMPUKV\[TVYL of influence is not the celebrity, NEXT MONTH: How confident are you tHat your WSLHZLJVU[HJ[KHYLU'TV]L_JV\RVY]PZP[ employees feel valued by tHeir employer? The Vehicle Logistics Platform but our own customer base” movex.co.uk [VWSHJLHQVI VOTE NOW AT AM-ONLINE.COM/POLLS

am-online.com march 2019 19

127886

FP_AM_395024id3761670.pdf 03.01.2019 12:13 adRocket adRocket

Partner Finance Going forward together.

The road ahead is clear. With Barclays Partner Finance by your side you can help your customers spread the cost of their car with flexible finance that is fair, transparent and meets their needs.

We provide help with finance regulation and dedicated support from our experienced account managers, allowing you to build your business with confidence.

Plus we can introduce you to innovative business solutions from the wider Barclays Group.

A solid partnership with Barclays Partner Finance will take you further.

Call us today on 0330 058 1111* or visit barclayspartnerfinance.com

Barclays Partner Finance is a trading name of Clydesdale Financial Services Limited, a wholly owned subsidiary of Barclays Bank PLC. Clydesdale Financial Services Limited is authorised and * Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this regulated by the Financial Conduct Authority (Financial Services Register number: 311753). Registered in England. Registered No: 2901725. Registered Office: 1 Churchill Place, London E14 5HP. inclusive call volume. Please check with your service provider. To maintain a quality service we may monitor or record phone calls. BPF/MDS3/0219

FP_AM_11304899AUid3810804.pdf 02.06.2019 14:21 FP_AM_11304899AUid3810805.pdf 02.06.2019 14:21 Sponsored by INTERVIEWS DEALER

f ACe to f ACe: MI t CHe LL GR o UP the recipe for 4% return on sales? putting people first From flowers and hot bacon rolls for customers, to charitable giving and a free employee lodge in Snowdonia, Mark Mitchell’s ethos is paying off,Tom Sharpe reports

ike many employers, “We constantly look at every car invoice working five- or six-hour days. Mitchell Group claims to – new or used and trade – and review all “It put things into perspective and people put people first, but within the vehicle stock and debtors.” told me to take more of a back seat, but I L minutes of the start ofAM’ s Mitchell holds a management meeting love the business. I couldn’t walk away,” interview, managing on the last day of every month. he said. director Mark Mitchell introduces a line-up “In that meeting, we convert the work in “I don’t really run things anyway. The of senior staff who support his claim. the workshops and in progress into team here do a fantastic job. I see myself Group finance director Julie Oliver; invoices, and that’s never less than £10,000. more as someone who’s here to support Mazda brand manager Brian Blanchard; We also look closely at parts obsolescence the workforce and maintain the culture Škoda brand manager Richard Macklin; [controlling costs and cashflow],” he said. that we want to project.” group parts manager Steve Price; group “Management accounts reviews happen A policy of not opening on Sundays may be service manager Mick Mills; group within the first four days of each month and related to Mitchell’s faith, but all 103 group marketing and communications manager I’ll have a full set of consolidated accounts staff benefit. Ian Wilde; and Neil Crowdon, Mitchell’s within the first six days of the start of the Other projects have been designed to fellow shareholder and director, assemble month.” (Mitchell is true to his word – the ensure that staff make the most of their in the stairwell at the heart of the group’s group’s 2018 financial results arrived atAM free time, striking the right work/life Mazda and Škoda dual-franchise facility at just days into 2019.) balance. Cheshire Oaks to recreate an image (see The group’s profitability figures are all the “When I was ill, all the relationships that overleaf) taken 10 years earlier for a more impressive because they exclude a I’d forged over the years really came to the feature on the business. tithe of more than £230,000 into charitable fore and the support I received made me Not many franchised retail groups can projects – a pledge made as a result of take stock,” said Mitchell. “We all need to claim to have such continuity, or the 4% Mitchell’s Christian faith. prioritise those around us and make the staff turnover that suggests this trend The group also runs a workplace scheme very best of our free time.” extends beyond senior positions. which sees staff support African children Wilde said the group invested in a lodge “There’s a real family culture here and it through payroll. at Snowdonia’s Brynteg rural retreat 12 pays huge dividends in staff recruitment Payments into the scheme start at £1.80 months ago, with the sole purpose of and efficiency,” said Mitchell. a month and increase annually to a encouraging staff to embrace their time “A happy team, all working for one maximum of £18. away from the business. another, is always going to be more Every two to three years, groups of six or “Any member of staff can book three or productive.” seven staff complete a trip to Uganda to four nights completely free of charge. All see where their money is spent and who it they have to do is turn up and turn on Close finanCial Controls has benefitted. the lights. EVERYONE IN THE A culture that creates such a loyal “Everyone in the business is aware that “Everyone has really embraced the workforce almost certainly contributes to they work the last hour of every day to opportunity. The lodge is as fully utilised as BUSINESS IS AWARE THAT the group’s 4.36% return-on-sales in 2018 improve the life of someone less fortunate our workshops.” (2017: 4.2%), an improvement on the than themselves,” said Mitchell. In order to maintain a reliable, high- near-4% RoS figure it posted in 2009. “I think that brings my workforce an quality workforce, Mitchell encourages THEY WORK THE LAST But tight financial control is also key. Last immense sense of well-being and working promotion from within and rewards staff year, Mitchell Group increased year-on- together to support a cause, and it who attract a friend or relative into the HOUR OF EVERY DAY TO IMPROVE year turnover by 2.6%, to £49.49 million also fosters an attitude which feeds into the workforce with a £500 one-off payment. (2017: £48.24m), while pre-tax profit rose way that customers are treated when they Wilde – who has run Mitchell’s Lexus THE LIFE OF SOMEONE LESS 6.5% to £2.16m (2017: £2.02m). visit us.” franchise and worked in marketing and “It’s not clear to customers, but behind communications in the past – is now FORTUNATE THAN THEMSELVES the scenes daily operating controls are treating staff fairly working within the finance department and central to our business success,” Following a brain haemorrhage he completing a chartered accountancy MARK MITCHELL said Mitchell. suffered while on holiday in France in qualification through ACCA in preparation to “In retail, we need to control the sales July 2017, Mitchell is now starting to step into Oliver’s role when she retires. day-by-day, not month-by-month. return to the business on a regular basis, Asked when that might be, she said:

22 MARCH 2019 am-online.com am-online.com MARCH 2019 23 Sponsored by INTERVIEWS DEALER

The real 10-year challenge is holding on to valued staff – Mitchell Group’s senior Each year, the group hosts a Christmas Mitchell Group’s used management team in 2009 carol concert at Chester Cathedral, with Lexus sales return just and today about 1,600 attendees, which raises more under £2,000 per unit than £25,000 for local charities. Mitchell’s work for charity was central to his selection for the posting of Deputy Lieutenant of Cheshire and he will assume the ceremonial role of High Sheriff of Cheshire following a ceremony this month. SINGLE-SITE BENEFITS Economies of scale are at the heart of Mitchell Group’s make-up and both Mitchell and fellow director Neil Crowdon – who was appointed chairman of the Lexus dealer council in February this year – are acutely aware of the efficiencies that its single-site format delivers. Crowdon, who has been with the business is happy with the set-up, which has brought can rise to 120%. Nobody in the from the start, having worked in the Mobil the group to a place where its “£5m in land, business works on a Sunday, the workshops petrol station operated by Mitchell ahead of £5m in stock and £5m in buildings” are fully operate between 8.30am and 5pm through the move into franchised retail, initially with paid for, reducing its gearing to zero. the week and on Saturday mornings, “I have no plans to go just yet… Four or area he greeted patrons by name, while two day, with lunch and snack stops along the Mitsubishi, in 1996, said: “There is a leadership He said: “Eight million shoppers visit though we have considered longer shifts. five years.” members of staff – full-timers who cater for way. team which leads certain areas of the Cheshire Oaks each year and we’re right It’s cheaper to sweat the asset than to Despite the forward planning, father-of-two both the workforce and customers – handed Customers are also rewarded with a business and then everyone else is part of the here, right on the roundabout and within build, after all.” Mitchell has no succession plan and claims out hot bacon rolls. regular free car wash. rank and file. sight of the M52. There’s no doubt that Macklin is Mitchells’ used car acquisition that his recent health scare hasn’t prompted Mitchell Group prides itself on consistently Blanchard said: “We do wash and go, which “We have one warranty person, one we have a fantastic location and a really specialist and sources about 450 of the 950 him to put anything in place. delivering the levels of customer care that very few retailers can replicate. Anyone who dealing with health and safety, one efficient set-up for the scale we are dealing used cars sold by the group each year. other retail operators hope for, but often has bought a car from us can come back and [performing] the accounting function of the with. At any one time, there are about 150 used Hands-on customer care struggle to deliver. get a car wash on a Saturday for free. We group as a whole, one person for site “I’m very content with our turnover and I cars displayed on-site, with a further 20 During AM’s visit, Mitchell’s hands-on For example, it hosts the biggest Mazda have 18 valeters washing about 200 cars. maintenance. None of those roles need to be don’t think that I’d be able to replicate the awaiting preparation. Off-site storage approach to the business was apparent. MX-5 annual drive-out event in Europe on an “Customers have their car checked over by replicated because the three franchises are hands-on customer care that makes us provides space for a further As he moved through an upstairs waiting annual basis – up to 165 cars join the driving us and we ask if we can service it when the all on the one site.” such a success if we grew the business 60 vehicles. time comes. Mitchell added: “We don’t have a HR elsewhere.” Macklin has the freedom to use his gut ProFIt BeFore taX turnoVer “From 8.30am to 12.30pm the showroom’s manager, either, as we only recruit two or instinct when acquiring stock from a variety of TURNOVER AND PROFIT BEFORE TAX packed. There can’t be another showroom in three members of staff a year.” WORKING THE MARGINS sources as he targets a return on sale of 10%. the country that has that situation. Mitchell is fairly adamant that there will be Mitchell believes the philanthropic perception Used Škodas return an average £60,000,000 £3,500,000 “It’s too easy for other retailers to simply look no growth away from the prominent of the business is only possible due to its of £1,350 in profit, he said, with Mazda at the costs involved and overlook the benefits, Cheshire Oaks location, which has good operational successes. at £1,625 and Lexus just under £2,000 per unit. but that’s a good thing, because it’s something visibility and ample customer parking. While its staff are well cared for and Average stock turn for the group is seven £3,000,000 that we’ve become known for.” Mitchell has invested about £1.5m in the supported, their continued work-rate is or eight times a year. Mitchell is not shy about the cash he invests group’s facilities in the past two years and he relied upon by the business. Macklin said: “We price pretty accurately. £40,000,000 £2,500,000 in keeping customers happy, revealing that Mitchell said: “Just 40 of our staff are Over 85% of our used cars sell within £95 of an auditor once questioned the group’s income producers. There are 20 sales their advertised price.” annual spend of £73,000 on flowers, which GEARING executives and 20 technicians and the rest of Mitchell said: “We don’t tend to discount our (£)

£2,000,000 t he places in every vehicle purchased from us support them. cars. Genuinely, we aim to give customers the 80% GEARING PERCENTAGE PB rnover (£)

u the business. “Their performance is very public and they very best service possible and nurture our t He reasons, however, that the retention 70% are very accountable. The techs do earn relationships with them, but all the warmth £20,000,000 £1,500,000 value of the goodwill gesture, amounting to £35,000 to £38,000 and the sales executives we deliver does come at a cost. 60% about £25 per customer, far outweighs the £40,000 a year and they are accountable “I think our customers place real value in burden on the business’s bottom line. 50% because their earning affects the whole the service they receive from us and that’s £1,000,000 During AM’s visit, Mitchell heard that a family business.” what keeps them coming back.” 40% member of one of his suppliers had received As well as the sales staff, a spacious £0 £500,000 bad news and, within minutes, had instructed 30% workshop provides room for five bays FACTFILE his PA to send a hamper to let them know “our devoted to Lexus aftersales work, five for 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 20% thoughts are with them”. Mazda, 10 for Škoda and one for MOTs. TURNOVER £49.5 MILLION mitchell Group’s turnover and profit rose in incremental fashion to a peak performance in 2016, whenro s reached 5.9%. Other customer-related goodwill gestures 10% Price said: “Workshop labour sales are PROFIT BEFORE TAX £2.16M also serve to fulfil Mitchell’s charitable giving now in excess of £200,000 a year, with an reduced sales and Lexus corporate identity investment in 2017 and 2018 have brought little added pressure to a business 0% ROS 4.4% which has maintained a strong return-on-sales and reduced its gearing percentage to zero (see graph opposite), however. objectives, its drive to conquest new 80% margin, and we’re fully absorbed. FRANCHISES Mazda, Lexus and Škoda 2011 2012 2013 2016 2017 2015 2018 2010 2014 customers and a community spirit among 2009 “The workshops are 100% booked most STAFF 103 loyal patrons. of the time, but some days that

Trust us to develop a winning added-valuee productp strategy. www.autoprotect.co.uk

24 MARCH 2019 am-online.com am-online.com MARCH 2019 25 adRocket

INTERVIEW SUPPLIER MINUTES WITH... :LWKWKHVWUHQJWKRIRXU8.DQGJOREDOUHSXWDWLRQRXUQHZPRWRU✽QDQFHVROXWLRQVKHOS\RXU 10 FXVWRPHUVSXUFKDVHWKHYHKLFOHRIWKHLUFKRLFHLQDQDIIRUGDEOHZD\ Martin Forbes, chief executive, Cox Automotive UK BNP PARIBAS PERSONAL FINANCE IN THE UK

Ñ2YHU\HDUVFRQVXPHU✽QDQFHH[SHULHQFH What were your immediate priorities REMARKETING IS then they realise that the metal has to after being appointed CEO in July? be collected, moved from A to B, Ñ +HOSLQJPLOOLRQFXVWRPHUV I have a ‘do less, execute well’ mentality. OUR BREAD AND refurbished and stored. They have all Ñ6XSSRUWLQJRYHUSDUWQHUV Cox was trying to do too much. We BUTTER… BUT IT come and gone. needed to redefine and focus on what I We have seen leasing companies Ñ'ULYLQJdELOOLRQDQQXDOVDOHV call ‘core plus’. Core is our B2B wholesale IS UNDER ATTACK… WE using their own platforms and business; the plus is our adjacencies, the manufacturer captives using third Ñ2SHUDWLQJDFURVVWKH8.DQG52, businesses that drive the core – Nextgear, HAVE TO EVOLVE, AND THIS parties so we have had to be brave our funding arm for dealers to buy stock, IS THROUGH DIGITAL because we are now disrupting our and Movex, our de-fleet and refurbish industry and our own business by BNP PARIBAS PERSONAL FINANCE GROUP services. MARTIN FORBES, shifting from physical to digital. We created confusion in the past. Now COX AUTOMOTIVE UK Dealer Auction will allow us to we have a simple structure – Dealer aggregate stock in the marketplace. Auctions, our new joint venture with Right now, it’s a fragmented market for Auto Trader; Manheim, our auction buyers. They log on to the auction 27 MILLION CUSTOMERS centres, inspect and collect, and de-fleet; a third party – and we see less going websites to see stock with different NextGear; and Modix, our digital through physical auction. contracts, different grading and different +HOSLQJPLOOLRQFXVWRPHUVIXQG marketing solution. We also have buyers looking at photos, and a lack of data – it’s too much WKHLUSXUFKDVHVUHVSRQVLEO\ We had to simplify what Cox Automotive different ways to buy stock. There is not art and not enough science. means – to our people internally and enough of the right stock in the market We are trying to create an environment externally to the trade. and they are becoming savvy and going where stock is put into an aggregated 30 COUNTRIES to the source, missing out the pool so buyers can see everything that is What do you want Cox to mean and how middleman. Physical auction is not available. If they want to transact online 2SHUDWLQJLQFRXQWULHVRIIHULQJ do you plan to further evolve? dead, but we have to evolve, and this is they can, but, if they don’t, they can still DFRPSOHWHUDQJHRIORDQV We should be seen as an automotive through digital. go to the auction centre, whether that’s leader, the go-to company in the B2B We need to be a remarketing service one of ours or a rival business. marketplace. We need to provide that is omni-channel and channel- There is no reason why any leasing LEADING FINANCE PROVIDER solutions to problems, whether that’s for agnostic. Vendors shouldn’t care about company with a solus remarketing dealers, buyers, sellers, manufacturers, which channels we use, just about agreement from a physical environment %133DULEDV3HUVRQDO)LQDQFHLV fleets or leasing companies. We pull getting more value and how quickly we wouldn’t want to put their vehicles up on DOHDGLQJFRQVXPHU✽QDQFH together services to create efficiencies to sell the stock. This was our core focus a digital environment first where you SURYLGHULQ(XURSH maximise our customers’ profits and as we moved into 2018. Now we have to have 13,000 dealers, especially if that make them more viable commercially. execute the plan. reduces the days in stock and increases We are seeing immense change in our values. We can provide that service. industry. If we continue with the strategy How does the Auto Trader joint venture we have, we will become irrelevant. feed into this strategy? What other benefits does Dealer Manheim and remarketing is our bread Auto Trader has years of digital Auction offer buyers and sellers? %133DULEDV3HUVRQDO)LQDQFHLVDWUDGLQJVW\OHRI&UHDWLRQ&RQVXPHU and butter, even though we have a experience and platforms and it has The average buyer fee on Dealer Auction )LQDQFH/LPLWHGDQG&UHDWLRQ)LQDQFLDO6HUYLFHV/LPLWHG portfolio of services. But it is under attack the data. But it doesn’t have the today is £60; at physical auction it is £200- and evolving from many angles. Vendors understanding of the wholesale £250. From a vendor perspective, the car are placing cars further upstream and market or the ability to move metal. can go up within hours. For physical avoiding the auction. Others are moving to We’ve seen players come in with auction, it can take up to 14 days. We are digital platforms – either their own or via excellent technical platforms, but seeing sales prices go up on Dealer

am-online.com MARCH 2019 27

MF_MAR000147-004_Motor_Finance_A4_Advert_V3_1118.indd 1 21/01/2019 11:53 FP_AM_MFMAR00014id3807641.pdf 02.04.2019 14:32 adRocket

INTERVIEW SUPPLIEr

Auction by a couple of percentage points We have to be it won’t disappear. We see a used market because dealers are taking the buyer fee for the foreseeable future, although there into consideration, so they are able to bid open and will be a slight rise in mobility services in more for the car. honest – Will 2023/24 versus ownership of cars. Dealer consolidation will continue, What does your future strategy mean We have 16 [auction more so because margins are thin and for your 16 UK auction centres? centres] in tWo or you can improve them with the economies We have to be open and honest – will we of scale and efficiencies offered by have 16 in two or three years’ time? The three years’ time? the consolidation. We don’t see the death of answer is no. Physical auction isn’t dead the dealer model – there is still a lot for and buried – just come to Colchester on a ansWer is no them to play for. But the tension Friday night to see that – but there is stock martin Forbes, between dealers and manufacturers that is relevant for digital, such as needs to be worked out. The requirement manufacturer and fleet/leasing stock with cox automotive uK for gin palaces and huge investments a younger age profile, and an element that when manufacturers are trying to move suits the physical lane, such as dealer finance to the point that the consumer sales online brings into question the role part-ex. We will reconfigure our locations. buys the car. of the dealer. We will have fewer sites, but they will be Are they a shop window with the placed around the country. We will have to Will you have to put greater resources customer buying online and going back complement digital sales by going into into de-fleet to accommodate this level to the dealership for the handover and de-fleet and refurbishment in a much of service? repair? Do they become a facilitator, bigger way. The journey starts now, but it Yes, that will be a big focus in 2019. We making their money from servicing? But will be 2023/24 by the time we have will have to invest heavily to increase if we move to electric vehicles, how much reconfigured with the right capabilities in our capabilities. Reconditioning to servicing will they see? the right locations. We will need to stay retail-ready is where we don’t have There are a lot of unanswered fluid and agile because we don’t know the sufficient capacity. We want to be able questions, but it’s not something that will speed of movement to online. to offer those services at scale by the change for 12, 18, 24 months. The dealer end of 2019. is still important to the consumer. What proportion of sales are digital today and how do you see the shift Could those centres offer alternative What about the threat posed by the evolving? services as well? likes of Amazon, Google and Facebook? Including Simulcast, we sell 25-30% of When we look at Mobility as a Service They have enormous wealth and talent. stock in an online environment. If I look (MaaS), having supercentres where you Will it change where cars are advertised? at Dealer Auction, every month is a can manage, service and maintain those Do they go to sites known for selling cars record month. In 2019, we will be close to cars will be key. Where will an or do the cars go to the sites where the selling 100,000 vehicles online. It was the autonomous vehicle go for maintenance? eyeballs are, such as Snapchat? We have lower end of the stock profile, but we are We are an expert in dealing with metal, to watch them with a laser eye to seeing cars getting younger and prices so we see that as an area of potential as understand how they might disrupt rising. We predicted that 80% of we grow our capability. Having de-fleet because of their resources and wholesale stock would be sold online by centres with duality of purpose will understanding of logistics. Google, with 2023, but I’m not hung up on the details. increase our footprint as MaaS, transport its focus on technology and autonomous Whether it’s 60% or 80%, 2023 or as a service and subscription models vehicles, plays into our strategy because 2025, our statement shows the direction start to take hold. it won’t want to move into a world of of travel. complexity when it comes to storing and How will mobility services change the moving metal. But Amazon could be a What does a great end-to-end dealer and remarketing environments? threat to dealers – they are the ultimate remarketing service look like? We see a massive shift into mobility. I see disrupter. Disruption is coming from all We collect the car from the manufacturer, the industry going the same way as the angles and it comes down to the ones fleet or leasing company; it goes online; mobile phone, where people buy credits that can evolve and adapt the quickest. we store it at our de-fleet centre; we and different packages. It’s not ownership, fact recondition it ready for wholesale; the car but a rental model where people can A straight question: do you want to file is bought by a dealer; we offer the dealer shift in and out of cars depending on their be the biggest remarketing company in a service to make the car retail-ready; the need. I also see a world where there is the UK? company: dealer puts the car on their website – they no subscription – it’s simply a click of a The B2B market is worth £500 million cox aUtomotIvE UK could have even sold it already – and we button and a car turns up to collect you. today. We have the number two share of headquarters: move the vehicle to their forecourt or do We already have this in big cities, with the that, with 400,000-450,000 vehicle LEEDS the handover at the customer’s address. likes of Uber. transactions. We do have an ambition to turnover: Our world is not about going to the be number one and we’ve not ruled out £328.5m (2017) consumer – it’s either a full end-to-end What does this mean for dealers? Do acquisitions as well as organic growth, staFF: proposition that allows the dealer, fleet subscription models mean an end to both physical and digital and also 2,600 and leasing company to keep pace with the used car market? adjoining businesses. But what’s sites: the market, or it’s offering component There is still some way to go before that important is that we also have to be a 16 parts, such as a part-exchange service, happens. Our US modelling shows a disrupter – if we don’t do it, others will. digital marketing strategies, live chat and drop in the used market around 2025, but STePHen BRIeRS

28 march 2019 am-online.com

FP_AM_394539id3807524.pdf 04.02.2019 13:55 INTERVIEWS MANUFACTURER

Sandero Logan Duster

The cheapest new car on the market in the UK – at £6,995 The compact estate car occupies niche territory. Dacia is Dacia’s SUV flagship was updated and re-launched in – the Sandero is Dacia’s best-selling car. The more rugged alone in a sector that once featured estate versions of June, generating the brand’s only volume growth during Stepway derivative starts at £9,595. Despite suffering a the Renault Clio and . The Logan suffered a 2018 – albeit up by a sizable 34.5% to 8,960 units. Prices 17% dip in sales during 2018, the budget hatchback still 22% decline in registrations, to 1,861, in 2018. Prices start at £9,995. New Blue dCi diesel and TCe turbo- racked up 13,348 registrations – 55.2% of Dacia’s total. start at £7,295. charged petrol engines were introduced in H2 2018.

KEY PRODUCTS

that directly shows their value against used O’Sullivan said: “There were clear of the 2015 scandal, with the Sandero alternatives was one thing that immediately parameters of funding for our dealers and dropping to 5% diesel. stood out to me as best practice in the the portal allowed swift access to stock network and made sense. without placing strain on that. Sibling rivalry ”Dacia encourages a used car mentality. “They can ‘call off’ a vehicle and when it’s Dacia is battling to emerge from the shadow It’s a cash approach, with a high proportion sold, we replace it. Available stock of the of the Renault brand at shared sites across of customers who don’t want to take out right mix and engine is vital.” the UK. finance.” The finance cash split is about On average, Dacia retailers are able to Dacia encourages its retail network to 50:50. provide a new car within a week, said appoint dedicated brand champions to drive Described by O’Sullivan as a “customer- O’Sullivan. sales, but O’Sullivan acknowledged that it Most of Dacia’s UK sites are shared driven, retail brand”, Dacia’s 2018 I SEE Dacia’s UK stock mix has been affected by is sometimes a challenge to commit a with Renault, but the budget brand is registrations total was split between 21,309 US AS anti-diesel consumer sentiment following member of sales staff who may previously starting to strike out on its own private sales and 2,860 fleet. the dieselgate emissions cheating scandal, have been able to operate across both The average ages of its customers run BEING however. Sales of the Duster went from brands at the same site. from 45 for the Sandero family, to 54 for ALIGNED TO ALDI 80% diesel to just 20% within nine months Dacia defies budget brand expectations the Logan family and up to 59 (but falling) AND LIDL AND that its network will be operated by many SEE DACIA VERY on the Duster. The latest additions to Dacia’s owner-drivers due to a close tie-in with MUCH AS A network have been built to the Renault guaranteed by joint franchise How delivery delays helped with WLTP BREXIT BRAND ‘Renault store’ corporate identity agreements. O’Sullivan claimed that the UK’s six-month LOUISE O’SULLIVAN, Just five Dacia dealerships in the 157-site DACIA UK delay in getting new Duster deliveries, NETWORK network stand alone from their sister OPERATIONS compared with mainland Europe, had DIRECTOR, brand, and two of those have opened in the reduced the impact of WLTP by ensuring RENAULT UK past year – WJ King’s site at Dartford and Brand boss Louise O’Sullivan believes the new deliveries were compliant with the John Banks Group’s Cambridge franchise. Brexit could benefit Renault’s budget new regulations. Stoneacre will open a new franchise in During September, the Duster’s 1,142 Burnley later this year. sister brand, she tells Tom Sharpe registrations were down just 1.74% year- The latest additions have been built to the on-year, while the Sandero and Logan fell ‘Renault store’ corporate identity (CI), which 69.9% (to 1,147 units) and 36.7% (to just 181) is now 70% complete across the respectively. network, said O’Sullivan, and gives t may not seem like the best “[The] new Duster arrived in June and we time for a small car built enough cars to get us through that first manufacturer to flex its six months,” said O’Sullivan. BUYING ONLINE I muscles, but according to “The Duster has doubled its market share its former UK head of Dacia’s Logan is the last from H1 to H2, which is what we saw in brand, 2019 is the year that Dacia will start estate in its segment Europe. In all of Europe, Dacia is continuing acia’s soft launch of its Buy two-week delivery guarantee on their new car to “think ‘big brand’ and ‘act big brand’ ”. to grow.” Online retail programme not only purchase, mirroring the fast delivery targets of Louise O’Sullivan, who was promoted to In March last year, Dacia celebrated added “50 million new retail its network. network operations director, Renault UK, in Services, Renault’s financial arm. £6,995 for the entry-level Sandero breaking the five million registrations D outlets across the UK” – but 36 O’Sullivan said cash deals are encouraged January, said: “With bigger volumes come “We are a budget brand, we’re the hatchback and offers its new Duster – barrier in Europe since sales began in 2004. sales in its first two months. online – as they are in dealerships, where the bigger budgets and [the] new Duster is really cheapest in the market and we very much launched in June, 2018 – for less than It has also proved a hit with UK owners, The new online retail platform registered 2,500 brand covers franchisees’ credit card charges – helping us to drive that.” see ourselves as competing with the used £10,000, with PCP deals featuring monthly finishing top in a YouGov survey of car site visits before the start of a planned marketing and do not share the restrictions on finance Thinking and acting “big brand” may car market. repayments as low as £109. brands, which asked “would you push, with sales delivering 70% finance offered by other manufacturer platforms. seem like a strange aspiration for Renault’s “I see us as being aligned to Aldi and Lidl Recent changes to the Sandero’s basic recommend the brand to a friend or penetration – higher than the brand’s network “What is interesting is that many online Romanian budget partner to embrace after and see Dacia very much as a Brexit brand. trim level, such as introducing DAB radio colleague?” More than 120,000 Dacias have average – and service plan take-up of near 35%. customers are still doing the whole dealer piece, it ended 2018 with registrations down 3.9%, With the current uncertainty, people are and air conditioning, but dispensing with been sold in the UK since 2013. “We see online very much as another channel going into the showroom to look at and test drive at 24,169 – Dacia’s lowest UK total since maybe thinking that they should think more alloy wheels, reinforce the desire to Having stock in the UK is central to Dacia’s for our dealers. They receive a full margin and the the car, before completing the process online,” 2014. But it is clear that O’Sullivan has been carefully about their next choice of car and maintain its no-frills appeal. desire to compete with instantly available full finance commission on each sale. That was said O’Sullivan. listening to the analysts and felt emboldened we are well placed to take advantage of that.” About 50% of Dacia’s customers used cars. To ensure dealers can provide one of the most important decisions we made in “We’ve had retailers actively referring by suggestions that consumers made wary previously bought a pre-owned car – with vehicles quickly, without relying on retailers developing the platform,” said O’Sullivan. customers to the online platform to complete by Brexit will tighten their purse strings. Taking on used cars 85% still deemed as ‘conquest’ – and it paying to keep a wide range in their “I’m relying on them to deliver a high level of their purchase because they know they’ve “We know what we are at Dacia,” she told O’Sullivan wants Dacia’s franchised encourages the display of used vehicles showrooms and forecourts, Dacia customer service, whether it’s a home delivery offered good customer service and will still AM during a visit to the Maple Cross partners to fully exploit the opportunities next to priced-up examples of its new streamlined its trim levels and established or a showroom collection.” benefit from the full financial benefit of making headquarters the brand shares with presented by placing their used stock next vehicles on dealer forecourts. an online portal 18 months ago to provide a Dacia’s Buy Online customers are offered a the sales.” Renault UK, Nissan GB and RCI Financial to new cars from a range that starts at just O’Sullivan said: “Displaying cars in a way view of cars held in stock.

30 MARCH 2019 am-online.com am-online.com MARCH 2019 31 adRocket

INTERVIEWS MANUFACTURER

ADVERTISING FEATURE Dacia UK registrations anD marKet share % safe in the knowledge...itís SECURE

On the money Total registrations Market share percentage By Andrew Brameld, managing director, BNP Paribas Personal Finance 30,000 1.20% Instant QC of imaging and valeting According to a recent study, many 25,000 1.00% motorists now change their cars as often as their phone – making the 20,000 0.80% ‹àÃÖÃÖi´ú´’è>¿¤>èiÃ]àì>}i>ò`‹iL‹ú¿éyú‹ decision to upgrade to the latest model every couple of years. 15,000 0.60% But what should you consider when Immediate acceptance or rejection of images selecting a motor finance partner 10,000 0.40% for your business to ensure you offer the best solution for your customers? 5,000 0.20%

A good suite of products 0 0.00% Each of your customers is different, and they 2016 2017 2015 2018 2014 2013 will all need a plan that works for them and their lifestyle. ï Valeting By having access to as many options as possible you will stand a better chance of being able to recommend a solution that works for them and Dacia greater prominence with new there profitability? Absolutely.” ï Imaging increase your chances of making a sale. signage and totems. O’Sullivan said Dacia retailers earn standard finance commission, adding that Never the dealer survey’s darling she “really pushed” RCI to achieve that. The latest technology For a brand with such a budget product Dacia’s dealer conference in early January ï Driving By partnering with a finance provider that is range, even a modest investment in facilities was focused very much on the “push for able to offer digital-first solutions, you will ensure a can affect the attitude of the network. profitability”, according to O’Sullivan, and great customer experience and increase the In the National Franchised Dealers she said the new Duster would boost dealer Association’s Summer 2018 Dealer Attitude margins, adding £150 to the bottom line of ï Video chances of them returning when it’s time for their Survey, Dacia finished mid-table, in 14th. each, on average, per sale. next upgrade. When dealers were asked to give the manufacturer an overall rating out of 10, Making a mark with marketing ï Backdrops A track record scoring 5.9 (average: 5.7). A 4.7 (average: 5.6) Dacia UK’s aim to “think ‘big brand’ and act The track record of a company will give you an average score across all questions placed it ‘big brand’” in 2019 will extend to more than sixth from bottom. just a new CI. excellent idea of the type of service you can The CI investment appeared to be a factor Marketing of its Buy Online platform, (see ï Inspection expect to receive, and help you to understand how in retailers’ discontent, with the brand panel overleaf) has yet to start, but other they can improve the journey for your customers scoring just 4.1 (average: 6) when asked if activities are underway. – in turn boosting sales. their manufacturer’s dealer standards were On Boxing Day, the brand launched its ï Valeting Model Late last year, BNP Paribas Personal Finance “fair and reasonable”’. Only Jaguar, Citroën ‘#GoDuster’ campaign with a television and Alfa Romeo fared worse. advert to the theme tune of the 1980s launched a new motor finance product that was When asked about their “current bonus Ghostbusters movie franchise and it will built to excel in each of these areas. and rebate rates on new car sales” dealers also sponsor the TV channel, Dave, with ï Dealership Model The consumer finance provider, part of global scored Dacia 3.1 (average: 5.3), meanwhile. ‘ident’ slots during advertising breaks. bank BNP Paribas, has a wealth of motor finance “I do take the NFDA survey seriously,” Having been involved with Rugby League experience and offers a range of dynamic, said O’Sullivan. “But in terms of a bonus since 2016, as the official car partner of the scheme, Dacia really doesn’t have one and, Rugby Football League and title sponsors competitively priced products including hire as a result, we’re never going to finish top.” of the Dacia Magic Weekend and Dacia purchase, personal loans, stock financing, O’Sullivan said this did not mean Dacia World Club Series, it added sponsorship of personal contract purchase, personal contract retailers were not profitable and said she the England Rugby League national teams hire and value-added products. had worked with Renault Group to ensure in June last year. UK retailers made money. The five-year deal will see Dacia branding Dacia dealers average 0.8% return-on- feature on the front of all the national n For more information on BNP Paribas Personal sale, with the best performer delivering teams’ shirts, with the Rugby League Finance, visit www.bnpparibas-pf.co.uk/ 2.8%. It said it is working with the network World Cup heading to England in 2021. Secure Valeting Group has 20 years of experience in supporting the our-solutions/motor-finance to increase the average RoS, for example “The sport aligns really well with the through things such as introducing robust branding of Dacia and with the UK motor industry at almost 400 locations across the UK. simplified service packages starting from World Cup coming to England this is a really just £5 a month. great opportunity for us,” said O’Sullivan. “We’ve broken the model specifically for “It’s part of a pattern. We’ve really been the UK, to make things work and make our hiking up our marketing investment dealers profitable,” said O’Sullivan. because we’re expecting to grow volume. For more information, call 01480 216700 alternatively visit “So is there a bonus scheme? No. But is “It’s a big year for Dacia and its retailers.” www.secureplc.com or www.autoimaging.co.uk 32 MARCH 2019 am-online.com

FP_AM_392304id3812658.pdf 07.02.2019 16:23 AMTHE AWARDS WINNERS 2017 WINNER’S PROFILE FRANCHISE OF THE YEAR: RENAULT

The best of British motor retail: the winners of the 2019 AM Awards

he AM Awards is our annual Saker, the director of Loughborough Macgowan OBE again served as independent opportunity to celebrate superb University’s Centre for Automotive chairman of the judging panel. T businesses and individuals in the Management; Steve Nash, the chief executive On the night, we were joined by model, CONGRATULATIONS TO THE UK’s motor retail industry. of the Institute of the Motor Industry; Steve TV and radio presenter Lisa Snowdon, our It is the culmination of dozens of you Young, managing director, ICDP; industry celebrity host for the evening, and then submitting entries, reader votes on some, veteran and former Perrys managing director entertained by comedian and actor audits of certain categories by BDO, and the Ray Sommerville; industry consultant Piers Hal Cruttenden. careful deliberation of each submission by our Trenear-Thomas; AM editor-in-chief Stephen Over the next 46 pages, you will 2019 AM AWARD WINNERS panel of judges. Briers; AM editor Tim Rose andAM head of learn more about why our AM Awards This year, our judges were Professor Jim digital Jeremy Bennett. Christopher winners stand out.

34 MARCH 2019 am-online.com am-online.com MARCH 2019 35 adRocket

AMTHE AWARDS WINNERS 2017 ??????

The cleaner your engine, Lee-Ann Edison, head of communications, , accepts the award the better it drives. from Freddie Hunt, Texaco Havoline brand ambassador, right, and AM New or old, petrol or diesel, Techron® has a solution Awards host Lisa Snowdon, left to keep your engine running clean and restore your fuel system's performance...by simply adding a bottle of Techron to your fuel tank. Enjoy the benefits of a cleaner engine. THE COMMUNITY HERO AWARD Winner: Arnold Clark Automobiles MAXIMISE FUEL ECONOMY

rnold Clark has put charity at the Since 2016, Arnold Clark has been the Kiltwalk’s In 2018, in partnership with Cash for Kids, the RESTORE LOST POWER heart of its business, supporting a platinum sponsor. Alongside financial support, it business launched the Sir Arnold Clark Summer A number of community-based causes provides lots of services free of charge – such as Camp Fund, which was set up to honour throughout the UK and making more vehicles and printing services – to the Kiltwalk Sir Arnold Clark’s legacy. than 500 charitable donations in 2018. organisers, which means all of the money raised The aim of this initiative was to give children LOWER EMISSIONEMISSIONS A main initiative it supports is the Kiltwalk in by participants goes straight to the charities. living in poverty across Glasgow and the west of Scotland, which helps hundreds of Scottish In its award entry, Arnold Clark said: “Our Scotland a life-enhancing and memorable charities to raise money every year. ambition to support communities and give back experience during the school summer holidays. Some 95 Arnold Clark employees took part in ties in with the values that drive Arnold Clark “Arnold Clark supports its communities because Kiltwalk 2018 and managed to raise a total of as a business, and we are proud to use the scope there are things that need to be done, not because £140,000 between them for 54 charities and profile of the company to help wherever it wants to be seen to do so. It’s in its DNA,” said For those who expect more, in Scotland. we can.” the AM Award judges. there’s Techron.

HIGHLY COMMENDED Sponsored by FINALISTS TrustFord Cambridge

©2019 Chevron Products UK Limited. All rights reserved. All trademarks are the property of Chevron Intellectual Property LLC or their respective owners. europe.techronworks.com TTEM022-0 [02/19] am-online.com MARCH 2019 37

TTEM022_Techron Advert AM Awards A4.indd 2 04/02/2019 14:53 FP_AM_TTEM022Tecid3807949.pdf 02.04.2019 17:06 AMTHE AWARDS WINNERS 2017 AMTHE AWARDS WINNERS 2017 ?????? ??????

VOTED FOR BY DEALERS

Rawdon Glover, UK managing Tim Holden, chief executive, director, , Holden & Holden, accepts the collects the award from award from Michael McVeigh, chief David Paterson, marketing operating officer, AutoProtect, right director, Supagard, right AM PEOPLE INVESTOR OF THE YEAR NEW CAR OF THE YEAR Winner: Holden & Holden Winner: Jaguar I-Pace

happier workforce breeds a healthier of a non-mandatory training budget to staff – with working week has already been implemented. s the electric car world evolves and Built from the ground up to be electric, the of Jaguar’s sporty image. It also allows for a large business, according to Holden & each member receiving £150 to learn a new skill. In 2018, Gavin Drake, a life coach who runs twice- grows, Jaguar has beaten its main futuristically styled model fits in somewhere 90kWh battery pack to be integrated into the floor. A Holden, and the group turned its So far, employees have funded scuba diving monthly counselling clinics, was appointed to the A competitors to market with the between a luxury saloon and an SUV, with seating On a full charge, the I-Pace can cover up to 292 approach to business on its head in lessons, computer skills, driving lessons, board to ensure employees remain a key focus. I-Pace. for five and a large boot. miles and recharging the battery to 80% can be 2015 to prove the point. accounting and HR/training qualifications. One staff Holden & Holden said its “learning culture” had It’s a brave step for the brand, but one that Prices start at £60,995 (inc Government grant) completed in as little as 85 minutes. To celebrate 10 years at the helm of the Norwich- member even learned sign language to better benefited employee engagement – staff turnover fell appears to have paid off, as the I-Pace collects yet and the I-Pace comes with an eight-year battery A contemporary interior houses a trio of screens based Honda, Renault/Dacia and Volvo dealer serve the needs of a deaf customer. from 27% in 2015 to 10% in 2017 – and its results. another award for its growing trophy cabinet. warranty. Two electric motors – delivering a where one would ordinarily expect to see group, chief executive Tim Holden put his employees The business established a ‘learning zone’ “With sources predicting that each resignation The car has secured 17 major awards since its combined 400PS and providing all-wheel-drive – traditional analogue dials and physical buttons. at the heart of the business’s philosophy. intranet offering a library, assistance with personal costs a business £30,000, our employee turnover introduction, including German Car of the Year, enable the I-Pace to silently accelerate from With a five-star Euro NCAP rating and promising “Our purpose became clear – how could we help development plans and the ability to feed back costs have reduced from £600,000 in 2015 to Scottish Car of the Year, Sunday Times Car of the 0-60mph in just 4.5 seconds. residual value predictions, it’s clear to see whyAM employees to create the lives they want?” it said. praise for colleagues via a weekly ‘Good Egg’ email. £240,000 in 2017, saving £360,000,” it said. Year, Auto Express New Car of the Year and Its aluminium construction keeps weight to a readers voted the Jaguar I-Pace as their Car of Holden & Holden established a management Employees are also encouraged to embrace a The AM Awards judges praised Holden & Holden Autocar’s Game Changer title. minimum, meaning handling is nimble and befitting the Year. development scheme, providing a structured career work/life balance by taking extra holiday days for “genuinely trying new things”, despite being a progression, followed in 2017 by the re-appropriation rather than annual salary increases. A five-day “small group with modest resources”.

HIGHLY COMMENDED Sponsored by FINALISTS Sponsored by Ford Focus Volkswagen T-Roc Arnold Clark Automobiles Kia Ceed Volvo XC40 John Clark Motor Group

38 MARCH 2019 am-online.com am-online.com MARCH 2019 39 adRocket

AMTHE AWARDS WINNERS 2017 Drive more business ??????

Accelerate your earnings with 40 years’ experience in automotive add-ons. At Car Care Plan, we’ve got the expertise to take your business from 0 to VOTED FOR success in seconds. BY DEALERS

Simon Hetherington, commercial director, Kia Motors (UK), accepts the award from Philip Morrison, head of corporate sales, Car Care Plan, right USED CAR OF THE YEAR Winner:

or the fourth consecutive year, the Kia the manufacturer’s warranty. It was named the by the budget-conscious, while range-topping Sportage has won overAM readers to fastest selling used car by Auto Trader in 2017. all-wheel-drive versions provide a fitting F be named Used Car Of the Year. Demand for the new Sportage remains high, alternative to the premium-badge models. The popular family SUV is praised with the Society of Motor Manufacturers and Bolstered by keen growth in demand for SUVs, for its seven-year warranty, economical engines Traders (SMMT) naming it among the top 10 most Kia’s aggressive pricing policy when the Sportage and excellent drivability. sold cars in 2018. was sold as new means the sat-nav, leather seats An all-new model was introduced in 2016 and It accounts for more than a third of Kia’s annual and panoramic glass roof often specified for many early examples are already beginning to change registrations in the UK and its future success in Sportages are attracting buyers seeking hands for as little as £11,000, making it a strong the used market is unlikely to be affected by a premium-level comforts at a reasonable price in contender against the class-dominating shortage in demand. the used car market. Nissan Qashqai. A wide range of engines and trim levels means Fuel economy for the fourth generation of the The previous generation car continues to draw there is a Sportage to suit almost all tastes. Sportage ranges from 36mpg with the 1.6 T-GDI in buyers too, with many examples still covered by Cheaper and more frugal models are preferred petrol to 61mpg with the 1.7 CRDi diesel.

FINALISTS Sponsored by Audi A3 Volkswagen Golf Ford Fiesta Volvo XC60 Car Care Plan Nissan Qashqai An AmTrust Financial Company For products that lead to bigger deals, visit www.carcareplan.com am-online.com MARCH 2019 41

FP_AM_Speedometeid3810152.pdf 02.06.2019 10:54 adRocket

AMTHE AWARDS WINNERS 2017 ??????

Neil Smith, operations director, Imperial Cars, collects the award from Kevin Brockbank, core sales director, Santander Consumer Finance, right BEST USED CAR DEALER – INDEPENDENT Winner: Imperial Cars

or the past three years, Imperial It means staff at the company’s 11 locations don’t It also claims to have more details online about Cars’ principal focus has been on repeat a process a customer has already been its cars than any other dealer, including docu- F improving service levels. In 2018, through, or recommend a car they have already mentation such as the V5, MOT status and this came to fruition with an overhaul dismissed. Advice on alternatives is only offered if service history. Stock displays are accompanied of the sales process, reducing the pressure on the customer is undecided after a test drive. by a condition report and extensive images. customers to buy a car. The consumer appetite for a more accelerated Imperial Cars’ three-year strategy has led to a The transition to the “soft, less pressured ‘meet buying process has led to the introduction of the 22% year-on-year increase in turnover, 344% and greet’” was accompanied by giving sales ‘Click, Call and Collect’ service. This requires the increase in profit before tax and average unit staff access, via a tablet computer, to historic customer to be present at the showroom with margin per used car sold up 23%. data on a customer’s contact points, such as live their part-exchange only for the test drive and Its CSI rating has gone up from 81% to 88% chat, email enquiries, finance calculator, car paperwork signing, before driving away. Of and an average JudgeService score of 4.3 out of searches and shortlisted vehicles, as well as customers using the service, 98% buy a car from five. Some 90% of customers would recommend their journey on imperialcarsupermarkets.co.uk. Imperial Cars. the business.

HIGHLY COMMENDED FINALISTS Cartime Sponsored by Thame Cars Alexanders Prestige MB Motors Ballymena Carbase Motonet.com

am-online.com MARCH 2019 43

FP_AM_393983id3806116.pdf 05.02.2019 13:51 adRocket

AMTHE AWARDS WINNERS 2017 ??????

VOTED FOR BY DEALERS

Paul Philpott, president and chief executive, Kia Motors (UK), accepts the award from Martin Dew, digital solutions director, Autoweb Design, right FRANCHISE PARTNER OF THE YEAR Winner: Kia Motors (UK)

hortlisted last year, but losing out to 2018 , later launching both into Kia has also made a commitment to electric- Suzuki, Kia received emphatic the UK market. Last July, it announced details of powered cars, promising that all of its retail S support from AM magazine readers the facelifted 2019 Sportage, the success of which network will sell them from January. All sales this year, rewarding the Korean will be crucial. The SUV has been a smash hit outlets were required to add fast-charging facili- brand with the ultimate dealer accolade for the throughout Europe, with its current third-genera- ties, specialist tooling and to train all sales staff on second time (it also won in 2017). Kia gained 40% tion model the most successful, with more than Kia’s electric vehicles and hybrid cars from the more votes than its nearest rival. 100,000 registrations so far. start of this year. The online reader vote preceded a The brand is also looking to secure a strong It is therefore no surprise that as well as winning milestone in Kia’s history in the UK, the sale of its future. It revealed this year that the Kia the AM Award, Kia was voted the best one millionth car in January – by Scottish dealer apprenticeship programme has placed at least one manufacturer overall in the summer 2018 NFDA Flear and Thomson – 18 years after the brand first apprentice in 95% of its 191-dealer network in the Dealer Attitude Survey. Dealers rated their went on sale. 13 years it has been running, providing an attractive current profit and used car margins on the brand Kia revealed its new Ceed and Optima at the alternative to “high-cost” university education. particularly strongly.

FINALISTS Sponsored by Volvo Cars UK

am-online.com MARCH 2019 45

FP_AM_394001id3803284.pdf 31.01.2019 11:28 AMTHE AWARDS WINNERS 2017 AMTHE AWARDS WINNERS 2017 ?????? ??????

Gerry Kouris, head of marketing, second Russell Borrie, group franchise from right, and Nick Hunt, head of director, Arnold Clark Automobiles, partner training, second from left, accepts the award from Martin Ward, Alphera Financial Services, accept the managing director, Autoclenz, right award from AM editor Tim Rose, right BEST USED CAR DEALER – FRANCHISED BEST NEW PRODUCT OR SERVICE Winner: Arnold Clark Automobiles Winner: Alphera Financial Services

t’s a clear winner, steps ahead of the its delivery centres to 12, bringing a greater choice “building their relationship with our brand”. n innovative F&I sales accreditation worry is commendable,” the AM Awards judges Alphera’s accreditation not only aids FCA other entrants,” concluded the of vehicles with customer delivery “closer to An app launched in August enables customers programme secured the win for said. compliance, but also puts “sales specialists in a ‘I judges in awarding Arnold Clark home”; the sourcing of stock from other areas of to take a picture of a car anywhere in the UK and A Alphera Financial Services this year. Where there was previously no universal better position to educate their own customers”, Automobiles the title of best the business, such as its contract hire and leasing get an exact match in Arnold Clark’s average The BMW Group’s independent scheme to ensure high minimum standards it said, “empowering them to make an informed franchised used car dealer. division, internal de-fleet, 26 manufacturer 20,000-vehicle stock – or the nearest equivalent, financial division did not simply drive growth in regarding the sale of car F&I products, Alphera decision”. In its latest financial results, Arnold Clark franchised partners, Motability and auctions; as with a finance breakdown. 2018 – although it grew at a rate 13 times greater worked closely with the IMI and its partners to The IMI has been approached by several achieved a record group turnover of £3.93 billion well as the pioneering use of technology and Staff satisfaction is also critical and examples of than the wider independent car finance sector in help sales professionals gain the industry- manufacturer brands interested in taking part in (up 7.3% year-on-year), mainly due to the empowering its people. the business’s focus on employee welfare and 2017, according to the Finance and Leasing approved qualification, which effectively helps the scheme. increasing success of its used car operation, with Arnold Clark customers can use a free online development include the introduction of a five-day Association – but rolled out an “industry first” dealers ‘self-regulate’ to support compliance Despite only launching the F&I accreditation units sold up 10%, from 197,842 to 218,888. New valuation tool at all branches. With an expected week for sales staff, less formal uniforms, an automotive F&I sales accreditation in partnership with FCA regulations. pathway in June, 2018, Alphera has already branch openings, such as a Motorstore in 18,000 cars bought from customers via the instant internal communication app called ACE, staff with the Institute of the Motor Industry (IMI). A dedicated business development manager signed up 60% of its UK partners. Doncaster, have helped, but like-for-like sales tool last year (with 30,000 targeted for 2019) it mentoring for an employee’s first 90 days with “Alphera is addressing a major challenge and provides field support and training to dealer In July 2018, Aston Martin enrolled business increased an impressive 7.5%. is now a sustainable sourcing channel, meaning the group and training at Arnold Clark’s GTG a risk to the sector. In times of increased FCA partners, with an in-house support team also on managers from its 19-strong UK dealer network Enabling the success has been the expansion of customers spend more time in showrooms training division. scrutiny, allowing dealers to sell F&I without hand to help dealers whenever needed. on the programme.

FINALISTS Sponsored by HIGHLY COMMENDED Lookers Škoda Newcastle FINALISTS Calldrip Perrys Vauxhall of Canterbury David Utting Engineering EMaC Cap HPI Roadside Garages

46 MARCH 2019 am-online.com am-online.com MARCH 2019 47 adRocket

AMTHE AWARDS WINNERS 2017 ??????

VOTED FOR Connecting Customers To Cars BY DEALERS

Wendy Swaine, head of sales (retail), Cap HPI, accepts the award from Julia Pennington, managing director, Copeland Automotive Recruitment, right SUPPLIER OF THE YEAR Winner: Cap HPI

hether vehicle clocking, the Cap HPI said: “The research found that larger which estimate the value of potential repair work, challenge of accurate vehicle dealers could be losing over £117,000 a year due via a smartphone or tablet. W valuations or the introduction of the to inaccurate valuation data. The Supplier of the Year award is voted for by Worldwide harmonised Light vehicle “If the dealer group purchased petrol stock both judges and car retailers inAMÕ s database. Test Procedure (WLTP), Cap HPI data and three years old or under it would be over £247,000 In dealer testimonials, Darren Ardron, managing innovations helped retailers to tackle various a year better off with Cap HPI.” director, Perrys, said: “I think the biggest thing for me market squeeze points in 2018. HPI’s provenance checks, meanwhile, claim is better data capture, because this is, in effect, real- So confident was the business about the success a 99.8% match rate, reassuring retailers who time through Cap HPI. That’s the real big plus for me.” of the used car valuations data behind the buying need to be confident about their due diligence Alex Jones, head of marketing and digital at decisions of 400 of the UK’s 535 largest retailers processes. Carbase, said Cap HPI’s data and technology had that it commissioned a study by the Institute of A Cap HPI dealer appraisal app launched in helped to “expedite the part-exchange process, Transport Studies at the University of Leeds to 2017 allows retailers to complete provenance making it efficient and profitable while building look at the impact of data on profit margins. checks, valuations and image-backed appraisals, trust with the customer”. Find out how we are driving the future of remarketing

HIGHLY COMMENDED FINALISTS Sponsored by Alphera Financial Services Aston Barclay [email protected] Rapid RTC iVendi

am-online.com MARCH 2019 49

AM FP Sept 18.indd 1 06/02/2019 12:37:52 FP_AM_AMFPFeb19id3810722.pdf 02.06.2019 13:38 adRocket

AMTHE AWARDS WINNERS 2017 ??????

Ashley Andrew, managing director, Hyundai Motor UK, accepts the award from Hasan Nergiz, head of OEM and agency strategy, Carwow, right MANUFACTURER OF THE YEAR Winner: Hyundai

yundai gained favour with the judges stores and Click To Buy service,” judges said. accessories and the dealership receives the for its pragmatic approach to both Tony Whitehorn, the outgoing president and full margin.” H alternative fuel vehicles (AFVs) and chief executive of Hyundai Motor UK, told the Hyundai also brought the operation of its taking an alternative route to market. Vision of the Future seminar at Automotive innovative shopping centre stores into the The brand launched both its Nexo crossover fuel Management Live 2018, through use of the Click franchised dealer network during 2018. cell vehicle and Kona electric vehicle (EV) during to Buy online retail platform, the near-300-mile Kent-based Motorline Group now runs the sites 2018 to reassert its position as one of just two range Kona EV had immediately become the at Bluewater and Westfield, previously operated by manufacturers to offer hybrid, plug-in hybrid, EVs network’s most profitable vehicle. Rockar, which sold about 1,000 cars annually from and hydrogen fuel cell vehicles in the UK. The first 700 orders for the car were “full-up” the zero-pressure, customer-focused stores. “Hyundai is innovating, investing in all versions sold without customers having seen the During 2018, Hyundai achieved a record 3.8% powertrains, across hydrogen, hybrid, petrol and car, Whitehorn said, adding: “Customers have to market share, despite a 3.7% decline in diesel, and it has piloted new channels to get its go to the dealership to pick up the car and there registrations (from 93,403 to 89,925), as its cars to market, through its shopping centre they have the chance to sell a service plan and private sales grew 0.7% to 32,841 (2018: 32,615).

FINALISTS Sponsored by Kia Seat Volvo

am-online.com MARCH 2019 51

FP_AM_AMAwardsAdid3802336.pdf 01.30.2019 15:54 adRocket

AMTHE AWARDS WINNERS 2017 ??????

Marketing Delivery are proud to sponsor the Automotive Management Best Use Of Social Media Award 2019!

Philip J Deacon, head of marketing, Marshall Motor Group, accepts the award from Jeremy Evans, managing director, Marketing Delivery, right BEST USE OF SOCIAL MEDIA Winner: Marshall Motor Group

ince its first instance of social media The group has no dedicated social media reach by monitoring follower activity and trends, usage in 2009, Marshall Motor Group resource and instead uses its 4,000 colleagues alongside analysis of its in-house data to generate S has cultivated an engaged audience and 1 million customers to inform its content, leads and address customer service issues. that now informs and contributes to mainly through the hashtag ‘#MarshallMoments’. This combination of informed and reactive its content strategy. In what it refers to as “focusing on the people response resulted in campaigns going viral, such With an objective to showcase the company’s behind the M of Marshall”, the content gains the as the Lost Bunny campaign, which gained people, products and services with in-house highest engagement levels across its 26 different coverage from the national press, while its use of content, Marshall has generated more than 1 dedicated brand Twitter accounts. tagged tweets has resulted in celebrity influencers, million engagements (likes/interactions etc.) on In the first nine months of 2018, Marshall’s social such as Ricky Gervais, retweeting content. Facebook and more than 9m impressions on profiles generated 248,121 calls directly into the AMÕs judges said: “It’s building a social ï Sales CRM ï Car Alerts ï Social Media Twitter. The company achieved this exposure with site, while free link-backs to its website saved an community. It showcases the company, the people reported spends of less than £1,000 for graphics estimated pay-per-click (PPC) spend of £155,000. and the products in a non-salesy way, and engages ï Lost Sales ï Aftersales ï SRM and competitions. It employs a reactive approach to growth and all staff and customers.”

T: 01892 599 917 HIGHLY COMMENDED Sponsored by FINALISTS W: marketingdelivery.co.uk Carbase TrustFord E: [email protected]

am-online.com MARCH 2019 53

FP_AM_393989id3782384.pdf 16.01.2019 16:22 adRocket

AMTHE AWARDS WINNERS 2017 The CarGurus ?????? Path to Growth

2016 Launched CarGurus.co.uk

ìWe are the fastest ]uoâbm]-Ü|oloà; site in the UK. Our 2017 dealer partners in the UK are excited Launched UK about that - they are Dealer Council bm|;u;v|;7bmCm7bm]- àb-0Ѵ;-Ѵ|;um-à;Ξ Langley Steinert, 2018 CEO of CarGurus Russell Borrie, group franchise director, Arnold Dealer sign-ups Clark Automobiles, accepts the award from Wendy Harris, u;-1_-ѴѴκl;_b]_ vice-president European sales, CarGurus, right January 2019 Acquired PistonHeads BEST WEBSITE Winner: Arnold Clark Automobiles

rnold Clark’s website, launched in The feature has the company’s highest sales of its 300,000 online enquiries converting to sales. 2015, uses data to inform its users’ conversion rate, at 35%, and Arnold Clark is Following a management restructure, Arnold A needs and has tailored its design continuing to conduct A/B and multivariate testing Clark has developed the connection between strategy accordingly. The company is to make it “better with every release”. Trials are digital and physical, which allows it to be there for December 2018 February 2019 continuously optimising its functionality to improve already in place to introduce instant reservation users, beyond the confines of the forecourt and conversion rates and the customer journey, functionality, with plans to deploy it across the the restrictions of traditional car sales. The Launched r;m;7&oL1;bm resulting in significant growth in year-on-year entire group. consideration and prioritisation of customer traffic. Arnold Clark’s ‘fail fast’ philosophy has enabled touchpoints boosted its user numbers by 19% to Cuv|&$(-7 Waterloo, London The in-house team, through live chat data and improvement to popular areas of the website and more than 11.9 million, increased page views by entry point analysis, identified users’ needs when the implementation of new features, while data 18% to more than 352m and attracted more than buying a car and created Deal Builder. The tool analysis has driven efficiencies to the online 11.4m new users. serves as a one-stop-shop for instant online experience. Its online presence is now run in ways some trade-in valuations, finance quotes, and test-drive Optimisation of the website by improving search small tech firms would envy, thanks to an army of bookings. and nurturing leads has resulted in one in three about 100 in-house developers. So whatís next in store? HIGHLY COMMENDED FINALISTS Sponsored by Ring 0800 011 9649 to speak about CarGurus and PistonHeads today. Bridgend Ford Gates Sandicliffe Motor Group BuyaCar.co.uk Imperial Cars Carbase

↑⌠-uÜuÜvΤm1ΞΤѴѴ!b]_|v!;v;uà;7 am-online.com MARCH 2019 55

FP_AM_395945id3808696.pdf 06.02.2019 09:39 AMTHE AWARDS WINNERS 2017 AMTHE AWARDS WINNERS 2017 ?????? ??????

Stuart Foulds, chairman and chief executive, John Keogh, sales director, Rygor Commercials, TrustFord, accepts the award from Phill Jones, collects the award from Alex Watt, regional sales managing director, Motors.co.uk, right director, Barclays Partner Finance, right BEST MARKETING STRATEGY BEST SALES TEAM – NEW OR USED Winner: TrustFord Winner: Rygor Commercials

rustFord has reacted to shifts in The TrustFord Now campaign integrated offline Facebook views as well as 682,000 on YouTube. ygor has been bolstering and tool created by its sales marketing team contributed In 2017, the sales team registered 4,288 new online consumer behaviour by and online marketing with physical, digital and Impressively, the core marketing budget has enhancing various aspects of its van to a 14% increase in van sales from 2016 to 2017. vehicles, making it the top Mercedes-Benz Vans T branching away from the industry’s social channels brought together under the same consistently dropped year-on-year, but results R sales team over the past 12 months The increased sales have benefited the rest of UK dealer for retail sales. traditional marketing methods with theme. The campaign’s traffic-to-lead conversion have improved. TrustFord wanted to achieve an to further improve sales figures. the team by boosting service contract uptake. The A spokesperson for Rygor said: “Selling vehicles TrustFord Now. rate hit 10% in 2018, generating 20,042 leads, uplift in enquiries and sales, and the campaign It formed a dedicated team within van sales, Rygor sales team sold more than 900 retail is not about a ‘quick sale’ – it’s about a joined-up TrustFord decided to “focus on its purpose and three times more than equivalent pages, thanks exceeded expectations. allowing for a more streamlined and improved service contracts on new vehicles in 2017. This approach. Not only does this benefit our not the product”, promising to support today’s to rigorous inclusion of links to the site in emails AM judges said: “ A unanimous decision. approach, and saw a 164% increase in sales on increased the number of workshop hours sold by customers, as we can offer them a seamless consumer with rapid purchase and delivery. and direct mail. [TrustFord’s marketing strategy was] broad in the previous year. more than 10% year on year, from 405,153 hours sales journey, with information relevant to them at The brand started by offering customers the The group’s social presence has grown thanks to scope, holistic and coordinated, making use of To complement this, the introduction of a sold across all workshops in the 2016/17 financial the right time, but a team who works in unison is ability to drive away their new car within the hour, its digital marketing, specifically its Astronaut video, traditional and non-traditional channels, and centralised sales funnel, reporting and lead analysis year, to 447,405 in 2017/18. always good for the business.” and quickly added delivery within 24 hours and the which reached 629,000 Facebook views, and its seriously profitable. There were process and people ability to order vehicles online. Strongman video, which gained more than 800,000 changes to accompany the marketing strategy.”

FINALISTS FINALISTS Sponsored by Sponsored by Barretts Alexanders Prestige Kia Motors UK BuyaCar.co.uk Perrys Vauxhall of Dover

56 MARCH 2019 am-online.com am-online.com MARCH 2019 57 adRocket

COMPREHENSIVE GLOBAL AMTHE AWARDS WINNERS 2017 CERAMIC COATING MARKET LEADING TRAINING & CONVERSIONS SUPPORT LEADERS ??????

Tony Hodgson, aftersales manager, J Edgar & Son, accepts the award from Amy Davis, head of marketing, Gtechniq, right BEST AFTERSALES TEAM Winner: J Edgar & Son

hen faced with a flatlining aftersales Staff members were redeployed into new roles Customers now enjoy a fully transparent business, J Edgar & Son took drastic that drew on their strengths, improving service aftersales experience. All vehicles that enter the W action to improve its workshop level and morale. workshop receive an electronic vehicle health throughput and profitability. A new back office function to handle service check, which provides customers with automated By working with its aftersales staff, the calls was set up, so service desk staff can menu pricing and the ability to authorise work family-run group was able to come up with a concentrate on customers in the showroom. from a mobile device. robust plan to iron out the inefficiencies and take Technicians utilise tablet computers and By embracing technology, J Edgar & Son has its workshop into the 21st century. customer deadlines are displayed on digital streamlined its operation without damaging the One of the first dealer groups in the UK to do displays within the workshop, encouraging the traditional values that earned it such a loyal so, J Edgar & Son invested more than £100,000 highest levels of professionalism. customer base. to adopt Hyundai Workshop Automation – a The changes led to an increase in workshop As the dealer group enters its 100th year of digital platform that provides management of the efficiency, with utilisation rising from 67% to 93%. trading, it enjoys excellent staff retention and has CRYSTAL COAT - THE CERAMIC PAINT PROTECTION KEY TO THE PLATINUM SYSTEM - customer journey from the point of initial booking Hours sold increased by 22% and aftersales profit long-lasting customers, some of whom have OFFERS UNRIVALLED GLOSS RETENTION, SWIRL AND CHEMICAL RESISTANCE. to collection. grew by almost £100,000 in 2017. returned to buy more than 10 cars.

GTECHNIQ’S REVOLUTIONARY DEALERSHIP SYSTEM INTRODUCES DETAILING EXPERTISE AND UNBEATABLE PRODUCTS TO THE MIX. HIGHLY COMMENDED Sponsored by FINALISTS Milcars Mazda Thame Cars GIVE YOUR CUSTOMERS THE BEST PRODUCTS AND SERVICE, AND KEEP YOUR PROFIT PER RETAIL UNIT FIGURES SOARING.

am-online.com MARCH 2019 59

180828 Platinum advert Automotive Management.indd 1 28/08/2018 11:57:53 FP_AM_180828Platid3599109.pdf 08.28.2018 14:32 adRocket

AMTHE AWARDS WINNERS 2017 ??????

Service Plans. Training. Technology. All taken care of.

EMaC work in close partnership Group; and the contribution with dealerships and vehicle of high quality people who manufacturers to strengthen understand both our clients aftersales relationships with and vehicle owners’ needs, their customers, creating we are able to provide: positive experiences that lead to increased loyalty • An outstanding customer and greater revenue. experience

We call this ‘Ownercare’. • Comprehensive in-showroom staff training We use reliable, highly evolved platforms to integrate our • Increased revenue though systems with our clients’. We customer loyalty Beth Jones, group Think Customer manager, Arnold Clark Automobiles, We are much off er customer accepts the award from Liam Finney, head of commercial partners, EMaC, right • Continuing unrivalled more than just service that is levels of support a supplier – We second-to-none are an Aftersales and we take • Peace of mind to know BEST IN CUSTOMER SERVICE Partner. That’s responsibility DEALER S RECOMMENDED E that customers are R V 2015 why we’ve been IC E P so that our LANS Winner: Arnold Clark Automobiles winning awards ‘all taken care of’ clients can since 2012. focus on their We are much more than a strengths, knowing that their DEALER n keeping with its mission statement meet monthly to act upon feedback from customer number of complaints to Arnold Clark has supplier – We are an Aftersales S RECOMMENDED E R V ‘to offer genuine value for money and satisfaction index (CSI) surveys, direct complaints fallen 15% year-on-year, while customer retention I 2016 CE P customers are in great hands. Partner. That’s why we have LANS I customer service of the highest level’, and social media. Responses to CSI surveys have has increased. Arnold Clark launched an internal risen from an initial 35,000 in 2010 to about The group has a TrustPilot score of 9.3, based been winning awards since 2012. customer service initiative, Think Customer, 350,000 in 2017. on more than 37,000 customer reviews, and it By calling on this experience; in 2014. The groups also have access to funds from a believes this is the highest score of any UK-based It created a dedicated team to promote the ethos ‘goodwill pot’, with no direct cost to their branch, large dealer group. highly eff ective IT platforms; Call us now on 0330 099 6826 DEALER

S RECOMMENDED E of Think Customer and create a customer-centric for anything they feel will genuinely improve the The strategy has been referred to as the “DNA R V I 2017 CE P the global expertise of our for an informal chat or LANS culture, while guiding the organisation on how to customer experience, and a ‘hub’ where of the organisation from the boardroom to the parent company Innovation to arrange a meeting. achieve strategic goals. employees can share best practice and showroom” and employees have embodied the Branches and departments across the company suggestions. ethos of the initiative, with more than 12,500 formed Think Customer working groups, which Since the introduction of Think Customer, the recognised as Think Customer ambassadors.

DEALER

S RECOMMENDED E R V EMaC are proud to sponsor the Best in Customer Service Award. I 2018 CE P LANS

EMaC Limited HIGHLY COMMENDED FINALISTS Sponsored by BuyaCar.co.uk MB Motors Ballymena Westcars of Tiverton EMaC House | Crewe Business Park | Crewe | CW1 6GU DEALER Cartime Motonet.com RECOMMENDED M&A Coachworks Email: [email protected] | Web: www.emac.co.uk 2019 Tel: 0330 099 6826

am-online.com MARCH 2019 61

FP_AM_393952id3808428.pdf 05.02.2019 11:17 adRocket

AMTHE AWARDS WINNERS 2017 INSTANT SALES. ?????? NO GIMMICKS.

At MFG we use a combination of training, coaching and live outbound calling sessions - embedding good disciplines right across your retail facility - to generate an immediate sales upturn and profi t boost.

So no need for the wacky waving infl atable tubemen. Sorry chaps.

MFG-GROUP.CO.UK | +44 (0) 1308 802031

Louise Baker, head of fleet operations, Johnsons Fleet Services, accepts the award from Declan Gaule, chief executive, MFG Group, right BEST FLEET OR LOCAL BUSINESS DEALER Winner: Johnsons Fleet Services

ohnsons Fleet Services have experts to a retail customer. Beyond the initial enquiry, customer has the excitement of being the and infrastructure to support any however, it is then vital that they have access to the first person to fully experience the car they J business user or company, fleet expertise required to ensure they make a fully have ordered. regardless of size, funding or informed decision,” said Louise Baker, head of fleet According to the company’s awards entry, it has individual needs. operations at Johnsons Fleet Services. grown more than 18% year-on-year over the Having grown orders from zero to 8,500 units To ensure fleet customers receive the best past four years, with 2018 stabilising in a in 10 years, fleet now represents more than a possible experience, the dealer group operates “decreasing and very challenging marketplace”. quarter of all cars sold by Johnsons Cars. a ‘generous’ reward system to encourage Despite this, Johnsons Fleet Services’ customer In April, the business will open a new 10-acre retail staff to refer fleet customers to the fleet satisfaction scores, manufacturer scorecards fleet preparation centre that will be able to specialist team. and leasing company scoring have not suffered. handle 15,000 vehicles a year. Handovers are a key part of the service offering Since 2013, 98.8% of customers have given a “When a fleet customer enters our showroom, and recently the firm has begun fitting seat and satisfaction score of nine or 10 out of 10 upon we believe they should not be treated any differently steering wheel covers during delivery, so the delivery of their vehicle.

HIGHLY COMMENDED Sponsored by FINALISTS Norton Way Corporate Sales Clive Brook Volvo TrustFord

am-online.com MARCH 2019 63

FP_AM_190016AMAwid3778955.pdf 01.14.2019 09:57 adRocket

AMTHE AWARDS WINNERS 2017 CONGRATULATIONS ??????

TO THE WINNER OF THE ëMOST IMPROVED DEALERSHIPí AWARD

Gordon Veale, general manager, Carbase, second from right, and marketing manager Alex Jones, second from left, collect the award from Robert Hutchinson, sales director motor finance, BNP Paribas Personal Finance, right MOST IMPROVED DEALERSHIP Winner: Carbase

ndependent used car supermarket digital attribution platform is helping its marketing rience for customers. We have incrementally Carbase is rapidly putting on the to become more efficient, and custom code allows improved the experience throughout the purchase I pounds. Operating profit has more it to monitor product search levels and clicks to journey online, right through to the physical store than trebled in two years and monitor vehicle advert performance, something visit,” said its entry. revenues have doubled, to almost £80 million. previously only available through major classified Prospective customers can get a part-exchange Average days in stock dropped from 52 to 45, but portals. Coupling these measures with a new valuation more easily, through a customer smart- not at the expense of profit per unit. pricing algorithm has powered Carbase’s reduc- phone app linked to Cap HPI, which also allows them The proportion of customers who would recom- tion in stocking days and tackled the issue of over- to look up the details of any car in stock while in store. mend the business to a friend has risen to 96%, age stock without affecting profitability. For 2019, Carbase will step further away from from 93%. Driving the results at the Bristol busi- “We constantly adapt our systems through the its old focus on sales conversion to one on ness, owned by Steve Winter, is a new strategy, measurement of data to produce best-practice customer experience, and will enhance employee supported by processes and technology. A new predictions. These result in a higher-quality expe- benefits and its stock preparation process.

BNPPARIBAS-PF.CO.UK/OUR-SOLUTIONS/MOTOR-FINANCE FINALISTS Sponsored by Marshall Volkswagen Newbury Mercedes-Benz of Preston MB Motors Ballymena Westcars of Tiverton

am-online.com MARCH 2019 65

MF_MAR000147_008_AM_Awards_Brochure_0219.indd 1 04/02/2019 13:42 FP_AM_MFMAR00014id3807562.pdf 02.04.2019 14:19 adRocket

AMTHE AWARDS WINNERS 2017 ??????

THE NEW STANDARD IN AUTOMOTIVE CHAT.

Through experience and innovation, RAPID RTC is dedicated to improving digital lead PDQDJHPHQWSUDFWLFHVLQWKHDXWRPRWLYHLQGXVWU\ZLWKRXU⊇DJVKLSSURGXFWV VHUYLFHV

5$3,'57&&KDWFRQQHFWVRQOLQHVKRSSHUVWR\RXUVDOHVWHDPLQUHDOWLPHOOLQJ\RXUYLUWXDO VKRZURRPZLWKTXDOLHGFXVWRPHUVORRNLQJIRUUHDOFRQYHUVDWLRQVZLWKUHDOYDOXHDQGSXUSRVH

Visit rapidrtc.co.uk/chat/ to book your free demo.

LEADS CONCIERGE RETURN ON INVESTMENT

Increase your leads by Our concierge service averages an 2XUFOLHQWVDJUHHLWSD\VIRULWVHOI Arran Bangham, group vice-chairman, XSWR LQGXVWU\OHDGLQJVHFRQGVWRSLFN in no time through increased - and RRG Škoda, accepts the award from Darren Preddy, director – dealer sales, Rapid RTC, right XSDFKDWDQGJUHHW\RXUSURVSHFW higher quality - lead generation DQGFRQYHUVLRQUDWHV BEST NEW DEALERSHIP Winner: RRG Škoda of Bolton

he challenges came not single spies, dealership’s entry was submitted at the end of month to 2,031 and the business achieved an but in battalions for RRG Škoda of September, it was number two for sales on overall workshop utilisation of 69.3% – despite T Bolton when it opened in 2018 – and Škoda’s national scorecard and 10th out of 146 the level of brand and equipment training the even before. dealers for used cars. new team needed. On top of the difficulties presented by the new Before its official opening, the business Turnover was almost treble that expected in its Worldwide harmonised Light vehicles Test operated as an authorised repairer with three first four months and the start-up losses Procedure (WLTP) on vehicle supply, the ongoing staff – “to look after live customers”. budgeted for were reduced by two thirds. emissions issue affecting , For its launch, the dealership teamed up with In choosing RRG Škoda of Bolton, the judges and the negativity surrounding diesel, the Tower FM radio, broadcasting live from the site concluded: “It has faced adversity, but this dealership, a new-build on the site of a former with a karaoke competition. dealership shows the results of a well planned school, had to deal with local council planning New car registrations to the end of September and executed launch. It’s done things in the right restrictions that mean car transporters have to were 41 against a Škoda target of 21 and it had way, getting local people engaged early and be unloaded two miles away. sold 216 used cars, 76 more than target. ensuring the team work together well before Despite opening on June 1, by the time the Sold workshop hours increased from 915 a going live.”

Sponsored by FINALISTS Perrys FordStore Chesterfield

UDSLGUWFFRXN 3DUWRIWKH'07*URXSRIFRPSDQLHV am-online.com MARCH 2019 67

AM-Magazine_1PageAd-Chat-Mar2019.indd 4 2019-02-06 4:13:05 PM FP_AM_AMMagazineid3811544.pdf 02.07.2019 09:18 AMTHE AWARDS WINNERS 2017 Automotive ?????? management LIVE

SAVE the DATE

7th November 2019 The NEC birmingham

Automotive Management LIVE enables visitors to connect with the full range of suppliers to motor Gary Wood, brand manager (second from left), and Ben Gilbert, brand director (second from right), retail, learn and share industry best practice, and dis- Swansway Wrexham Volkswagen, accept the award cuss how to prepare for the future of motor retail from Bertrand Scheenaerts, European business development manager, Rhino Events, right BEST DEALERSHIP Winner: Swansway Wrexham Volkswagen

umber one for CSI scores in the knew it needed to – and could – improve upon. appropriate (“We would rather make £100 profit five Volkswagen UK network, a trebling of New car volumes were below VW and Swansway times than £2,000 once while upsetting a customer.”). N profits in the past three years and staff targets, there was not enough focus on renewing Swansway Wrexham Volkswagen retails used conscientious enough to tell customers finance customers, and aftersales was cars that are ‘too good to auction’ and the they would be better off to stick with their current underperforming. While used car volumes were on business introduced a more experienced service car, led the judges to a unanimous decision for target, opportunities were not being fully exploited. adviser team that increased red and amber work. 2019’s Best Dealership. Staff retention was also poor, leading to customer An electronic health check is required for every Swansway Wrexham Volkswagen was judged as satisfaction levels below aspirations. car alongside a customer video of each car “clearly living the Swansway values of caring, Now, the site has 30-40 new cars in stock on Auto inspected. honest and proud”. “The staff have a real ambition Trader at all times, with the maximum number of The dealership analyses customer satisfaction by to succeed,” said awards auditors BDO. pictures and videos. Sales staff focus on renewals, individual adviser, upsell by each adviser and retail Wrexham is not an affluent area, the business and while a new pay plan incorporates a monthly, hours sold. acknowledged. It’s easier to sell a used car than incentivised new car sales target, staff are told to “Focusing everyone’s minds, every day, means new. But there were numerous areas the business advise customers not to change their car where things become second nature,” said the business.

HIGHLY COMMENDED FINALISTS Sponsored by Milcars Mazda Newmans Suzuki Perrys Ford Chesterfield

www.automotivemanagementlive.co.uk @AMLive19 am-online.com MARCH 2019 69 adRocket

AMTHE AWARDS WINNERS 2017 ??????

Richard Gough, general manager, Mercedes-Benz of Preston, accepts the award from Andrew Landell, managing director, LTK Consultants, right

DEALER PRINCIPAL/GENERAL MANAGER OF THE YEAR Winner: Richard Gough, general manager, Mercedes-Benz of Preston

he fortunes of Mercedes-Benz of and vice versa. His team is kept informed of their believer in the benefits of a thousand small Preston have been transformed results, and he believes honest communication changes, as much as the next big idea. He has T under the leadership of Richard is crucial – if there are poor practices they must placed extra emphasis on used car sales at the Gough. In three years, its turnover stop, and great ones must be encouraged. dealership, which is part of Marshall Motor has risen by almost half, to £34 million, and it has Regular one-to-ones and personal training Group, and it has increased sales volume by 46% moved from making a loss in 2016 to being plans for each team member have improved since 2017. Stock is now managed carefully, the securely in the black in 2018. Its customer service engagement and productivity, yet Gough is keen speed to market has improved, and his team scores have also improved by five percentage for staff to also have fun at work. “It’s a key driver recognises that stock presentation – on the points, to 95% in sales, and morale has risen. behind peoples’ behaviour and the key ‘flavour’ forecourt and online – has to be right. Gough leads the business as one team, not to our performance,” he said in his entry. “I lead a great team, and we have been able separate business units, and emphasises that if Suggestions for improvements, no matter how to create an environment that flourishes,” sales have a great day, this spurs on aftersales small, are welcome from everyone. Gough is a said Gough.

LEADERSHIP ï TRANSPARENCY ï KNOWLEDGE HIGHLY COMMENDED FINALISTS Sponsored by Gary Wood, Swansway Lee Gibbs, Imperial Cars Southampton Chris Ward, Milcars Mazda Wrexham Volkswagen Steve Puttock, Westcars of Tiverton Karl White, Thame Cars

am-online.com MARCH 2019 71

FP_AM_A4AMISSUEJid3809243.pdf 02.05.2019 15:10 adRocket

AMTHE AWARDS WINNERS 2017 The Stylish way ?????? to Protect your customers’ Alloy Wheels

Absorbs the damage from hitting kerbs

Offered in a range of colours

Jonathan Gravell, managing director, second from right, and Full installation training given Ian Gravell, general manager, second from left, of Gravells of Kidwelly, accept the award from Lance Boseley, marketing director, Jewelultra (manufacturers of Diamondbrite), right 1 year Guarantee BEST DEALER GROUP – UP TO 10 SITES Up to £200 profit per vehicle Winner: Gravells of Kidwelly

f you are looking for a great example French brand since 1954. It has won that brand’s Gravells has long had a bilingual policy – of a proud, professional, local business, dealer of the year award on several occasions, English and Welsh – at its dealerships, which I then Gravells is it. This group, with a including its latest trophy last month, and prompted Kia to implement the same policy for FOR MORE INFORMATION Renault/Dacia dealership and five Kia developed such a strong local market for Dacia all its franchisees in Wales from 2017. showrooms in South Wales, plus another site about that it was among the first to separate the brand Gravells has loyal staff and develops their to open, is in the top 10% of the UK’s largest 200 from its Renault showroom. careers – all its current general managers joined Call: 01622 816109 dealer groups for profit per employee. It has also expanded steadily across south the business as sales executives. Its return on sales, slightly more than 2% in Wales in the past 12 years with Kia, replicating The AM Awards judging panel said: “This was web: www.jewelultra.com/diamondbrite-alloy-wheel-protectors 2017, was double the average among the UK’s its strong operations with great success – all four a tightly contested category. Gravells deserves franchised dealerships. new car sites are within the top 10 of Kia’s the win for its consistent strength. This family- email: [email protected] / [email protected] Gravells claims to be the oldest Renault network, and its Narberth branch delivers the owned business is clearly very well run and well franchisee in the UK, having represented the highest retail market share of the UK. respected in its marketplace.”

®

HIGHLY COMMENDED Sponsored by FINALISTS Porsche Retail Group John Banks Motor Group

PROUD TO BE A BRITISH MANUFACTURER am-online.com MARCH 2019 73

FP_AM_393956id3804439.pdf 31.01.2019 15:32 adRocket

AMTHE AWARDS WINNERS 2017 ??????

Stuart Foulds, chairman and chief executive, TrustFord, accepts the award from Mark Gow, sales director, DSG Finance, right DSG WOULD LIKE TO BEST DEALER GROUP – MORE THAN 10 SITES CONGRATULATE ALL Winner: TrustFord AM AWARD 2019 WINNERS.

rustFord has returned “to the good retention rate among its fleet customers and an In the first half of 2019, it plans to grow an old days” as it innovates to meet increase in commercial vehicles volume from existing mobile servicing division to 50 units and T changing customer needs. 16,000 in 2014 to about 30,000 last year. it will launch 19 QuickLane fast fit aftersales Well done and keep up the winning The AM Awards judges said the More than one in four new Ford commercial locations – including five in Scotland. The move -owned retail group “is vehicles is currently supplied by TrustFord. north will include the creation of PartsPlus performing strongly and is run well” under A new initiative, TrustFord Now, has improved wholesale parts hubs. run by working with the UKís leading chairman and chief executive Stuart Foulds. the group’s consumer offering, meanwhile, TrustFord grew turnover by 6.5% (from £1.63 Operating 61 sites across the UK, TrustFord allowing customers to order their vehicle online, billion to £1.74bn) and profit-before-tax by 70.9% broker to the AM100. expanded its Long Marston fleet preparation hub purchase a vehicle within an hour, or facilitate (from £9m to £15.4m) between 2015 and 2017. to 33 acres, its fleet delivery team to 50 drivers delivery to the nearest dealership within 24 hours. TrustFord prides itself on a five-day working and introduced an in-house vehicle graphics TrustFord has also invested heavily in FordStore week and flexible working hours and it rose two service in 2018. facilities at Cribbs Causeway, Staines, places to 20th in The Sunday Times Best Big The developments will aim to build on a 99% Newtownards and Lisburn in 2018. Companies to Work For in 2018.

DSG Financial Services Ltd DSG Scotland DSG Prestige FINALISTS Contact: Mark Gow Contact: David Quate Contact: Tim Marlow Sponsored by T: 07973 831 913 T: 07711 217 362 T: 07876 444 672 Imperial Cars E: [email protected] E: [email protected] E: [email protected]

www.dsgfs.com am-online.com MARCH 2019 75

FP_AM_393980id3807521.pdf 04.02.2019 13:52 adRocket

AMTHE AWARDS WINNERS 2017 ??????

A better way of doing business

SUPPORTING DEALERS, WHATEVER IS AROUND THE CORNER.

Russell Borrie, group franchise director, Arnold Clark Automobiles, accepts the award from Richard Jones, managing director – motor finance and leasing, Lloyds Banking Group, right DEALER GROUP OF THE YEAR Winner: Arnold Clark Automobiles

o choose a group worthy of our ultimate The opening of new branches (including a management and staff. It is determined to business award, our judging panel Motorstore car supermarket in Doncaster) achieve a better gender balance in the business, T scrutinises the winners from the two contributed to a 10% increase in used car sales in employ a greater diversity of people and reduce Best Dealer Group categories (up to/ 2018 (up 7.5% like-for-like). The expansion of its staff attrition. At Black Horse we have a range of tools to more than 10 sites), plus Best Used Car Dealer delivery centres – offering customers a wide Arnold Clark has one of the largest apprenticeship help you understand and meet the latest (independent and non-franchised) and Best Used Car choice of marques in their local area – has allowed schemes in Scotland, with more than 300 vacancies Dealer (franchised) – and Arnold Clark Automobiles the 12 sites to sell nearly 8,000 cars in 2018, up attracting nearly 3,000 applications in 2018. FCA requirements. Putting the customer first was the judges’ unanimous choice for 2019. more than 100% year-on-year. On the technology front, the group pioneered the is at the heart of our business. With dedicated In an increasingly difficult market, the Arnold Clark is also one of the most people- use of image recognition in its first consumer app. group’s turnover reached a record high of £3.9 focused groups in the motor retail sector. In 2018, Users can take a photo of any car’s registration account managers we can help you create billion, while increasing its staff numbers by after declaring 2017 the Year of the Employee, it plate, and see the exact specification of the a transparent experience and deliver great 23% since 2014. It opened new sites in 2018, created its five core values – family, community, photographed car if it’s in stock (with a finance including a secondary head office in Glasgow, communication, progression and recognition – as breakdown), or closely matched alternatives if it is customer outcomes. bringing its branch total to 200. it strives to build a two-way relationship between a non-Arnold Clark car. So, whatever changes are waiting around

the corner, we’re ready to help you. FINALISTS Sponsored by Discover more at: Imperial Cars Gravells of Kidwelly TrustFord Holden & Holden blackhorse.co.uk/abetterway

am-online.com MARCH 2019 77

BHL10692_motor_atl_fca_press_ad_AW_v2.indd 1 24/08/2018 14:10 FP_AM_BHL10692AMid3805220.pdf 02.01.2019 09:57 adRocket

AMTHE AWARDS WINNERS 2017 ??????

Congratulations to the winner of Business Leader of the Year AM Awards 2019

Mark Lavery, chief executive, Cambria Automobiles, accepts the award from Ian Simpson, sales and marketing director, Premia Solutions, right BUSINESS LEADER OF THE YEAR Winner: Mark Lavery, chief executive, Cambria Automobiles

iven the senior management More recently, Lavery, still the group’s largest the group remains above the industry’s average. experience he gained at AFG, shareholder, has evolved that strategy. Lavery has structured Cambria to allow its Market-leading solutions, advanced systems and integration, G Hartwell and Reg Vardy, Mark Historically, Cambria had a small number of general managers at each branch a level of Lavery’s decision in 2006 to lead his premium and luxury franchises and was heavily autonomy and entrepreneurialism. They can drive with training and development to match. own business was a logical one, and Cambria weighted towards mainstream brands such as their business, while receiving the support of Automobiles was born. Ford, Fiat and Mazda. In the past few years it has group-wide functions, such as HR and digital Lavery and his leadership team defined the acquired more high-end brands, including marketing, and of processes, such as its used car four pillars of the business – delighting Bentley, Lamborghini, Land Rover and McLaren, ‘velocity’ programme, which has brought days in customers, employees, manufacturer brands bringing higher value transactions and more stock down to 27, half the industry’s average. and stakeholders – and set out with a strategy to balance to the group’s portfolio, albeit in return Support functions, and even board directors, ‘buy and build’, acquiring underperforming or for high capital investment. are based around the group, removing the need broken businesses and turning them around. In 2018, it also reduced its exposure to Fiat and for a head office – Lavery prefers for him and his Steady growth led to its flotation on the Alternative its sister brands, Alfa Romeo and Jeep, as their leadership team to be out among the branches, Investment Market (AIM) in 2010. market share continued to drop. Profitability at visibly leading and helping to solve problems.

GAP Insurance SMART Insurance Tyre & Wheel Warranty PREVIOUS WINNERS: Sponsored by 2018 Darren Edwards, chief executive, Sytner Group 2015 Ray Sommerville, managing director, Perrys Motor Sales 2017 Andy Bruce, chief executive, Lookers 2014 Eddie Hawthorne, chief executive, Arnold Clark Automobiles 2016 Gary Savage, chief executive, Mercedes-Benz UK Speak with Matthew Hand to find your personalised solution [email protected] 07500 038 699 am-online.com MARCH 2019 79 Premia Solutions Limited @PremiaSolutions

FP_AM_AMAwards20id3807889.pdf 02.04.2019 16:32 adRocket

AMTHE AWARDS WINNERS 2017 ??????

DESIGNED FOR ULTIMATE ENGINE PERFORMANCE

Tony Whitehorn, former chief executive, Hyundai Motor UK, accepts the award from Katie Rugen, UK automotive sales team lead, Shell UK, right AM HALL OF FAME Inductee: Tony Whitehorn

fter leading a decade of growth for Government-backed scrappage scheme of 2009 Westfield and Bluewater, was carried out in Hyundai Motor UK, its former and has since led a push into online retail, with the partnership with Rockar. A president and chief executive, Tony Click to Buy online retail channel, and stores Annually, about 250,000 people visit the stores, Whitehorn, is still known for his located in shopping malls. which are now operated by Kent-based Motorline. energy and innovation. Hyundai’s scrappage scheme success Central to Whitehorn’s success has been a AM Awards judges were keen to recognise the outstripped that of all other brands, taking desire to adapt quickly to meet new challenges transformative tenure of the man who spent 13 registrations from 28,000 in 2008 to 56,000 head-on. DRIVE ON years as a central component of a franchise often in 2009. At the Vision of the Future seminar at Automotive cited as one of the UK automotive sector’s In 2018, Hyundai defied a market that shrank by Management Live 2018, he urged delegates not to Discover more: www.shell.co.uk/helix stand-out success stories. 6.8% – following 2017’s record registrations of rest on their laurels. Contact us: [email protected] When Whitehorn joined Hyundai from Toyota in 93,403 – with a 3.7% decline in registrations “We’re going through a period of exceptional 2005, the brand was ranked 23rd in the UK, with (89,925), but securing a record 3.8% market share. change,” he said. “The key is that we’ve to work just 28,000 cars sold. Whitehorn’s push into online new car sales and together in the industry and the key to doing that But he seized the opportunity presented by the high-footfall shopping mall store locations, at is to remain flexible.”

HIGHLY COMMENDED FINALISTS PREVIOUS INDUCTEES Sponsored by Xxxxxxxx 2018 Jack Tordoff MBE, JCT600 Arnold Clark Automobiles2015 Gerard Nieuwenhuys, Sytner 2015 Michael Smyth, Swansway GroupAston Martin Cambridge2014 Peter Jones, Lookers 2016 Mark Squires, Benfield Motor Group/NFDATrustFord 12 Shell Lubricants has been named the No.1 global lubricants supplier, selling more lubricants than any other supplier in the world for the 12 th consecutive year according to annual research study carried out by Kline & Company (2018). am-online.com MARCH 2019 81

FP_AM_394010id3807942.pdf 04.02.2019 17:07 Advertising Feature Advertising Feature

and expect to hear news about electric and other new models front and rear sears, automatic air conditioning, rear-view MEET BRITAIN’S in the coming months. reversing camera, cruise control and alloy wheels. Prices from £17,495. “We shape our customer offers to what dealers need, and BEST PERFORMING having introduced a 7-year/150,000 mile warranty when we With a 2-tonne towing capacity, the SsangYong Korando SE 4x4 launched Musso and retrospectively on all new Rextons, this won the award for vehicles under £24,000 in The Caravan and has now been extended across the range giving SsangYong the Motorhome Club Towcar of the Year 2018. CAR MANUFACTURER best warranty in the motor industry by some margin.” Rexton 4x4 “We are looking to recruit a further 20 dealerships in 2019,” Rexton has already been awarded ‘4x4 of the Year 2018’ and says David, “with open points available in both urban and ‘Best Value 4x4 2019’ by 4x4 Magazine, and heralds major country locations; I am keen to talk to both experienced new advances in style, quality, safety and technology. It is a large vehicle franchisees, and operators who are considering their D/E-segment four-wheel drive offering a prestige cabin, while fi rst franchise. Indeed, SsangYong is an ideal “fi rst step” into disguising its tough and rugged off-road capability. new vehicle franchising, as it’s very easy to operate and enjoy incremental income from sales and service from day one. ” An authentic 4x4, it is powered by a 2.2 litre turbo Euro 6 delivering maximum power of 181PS and maximum

MussoMusso RhinoRhino About the SsangYong range torque of 420Nm, with a 6-speed manual or 7-speed Mercedes- While it might still be a small brand, SsangYong has just been Benz automatic. It has a 3.5 tonne towing capacity, essential named ‘Best performing car manufacturer’ by HonestJohn. for those who tow large caravans and trailers. co.uk and top for owner satisfaction, beating names such as Built using a modern and strong body-on-frame construction, Porsche, Lexus and Jaguar. it is extremely safe and equipped with a comprehensive It offers dealers a fi ve model range of cars so there’s suite of electronic safety aids and up to nine airbags. Latest something for almost every customer: B & C segment SUVs, a connectivity and technology includes Apple Carplay and large 4x4 and a crew cab pick-up, which means that whatever Google Android Auto, an HD 9.2” navigation screen and 3D your dealer profi le, there’s a product you can offer. ‘around-view’ monitoring Prices from £28,995.

Take a look at SsangYong – the easy to but SsangYong gives you industry leading margin retention Tivoli compact SUV Musso pick-up operate franchise with no upfront costs on new vehicles, so all in all, highly compelling!” Available with either a 1.6 litre petrol or diesel engine, the new The all-new SsangYong Musso pick-up is already disrupting the Tivoli is extremely well equipped and depending on model, fast-growing pick-up market and has won a raft of awards, not On the back of the hugely successful launch of its new Adds Nick Laird, managing director of SsangYong Motor UK, includes a smart audio with DAB radio, Apple Carplay/Android least the What Car? ‘Best Pick-up for less than £25,000’ award, Musso pick-up, SsangYong is continuing its major push to “The brand is committed to long term investment in new Auto, Bluetooth connectivity, autonomous emergency braking and the ‘Best Value Pick-up’ in 4x4 magazine’s Pick-up of the attract new dealers. “We want to make it easy for dealers product, and we will be seeing at least one new model launch and an auto close function added to the remote keyless central Year awards. Built using an extremely strong body-on-frame to acquire and operate the franchise,” says David Rose, a year through to 2022. We offer a very clear product portfolio locking, as well as air conditioning. On the road prices start construction, it delivers excellent off-road driving performance franchising manager, “and have removed the barriers to of SUV, 4x4 and pick-up models - all sectors of the market in from £14,495. and safety from its quad-frame and four-wheel-drive system. ensure representing our brand is highly appealing and easily growth, and we are committed to ongoing investment to assessible. build great relationships with our dealers and customers. Tivoli XLV A highly competent multi-purpose truck, Musso carries passengers in comfort and loads securely, and combines a “We have changed the traditional way people view a new “Our big launch in 2019 will be an all new C-segment SUV to Sharing the same platform and wheelbase as the Tivoli, the fi ve-seat crew-cab with a workman-like load deck that takes a vehicle franchise, and SsangYong will be known for the quality replace the Korando. Arriving in showrooms towards the XLV features a lengthened body and an expanded load capacity full-sized Euro pallet. It also carries a payload of over 1-tonne of its products, its industry beating warranties, the ease of middle of the year, it will give the brand a signifi cant new of 720 cubic litres of space. Comprehensively equipped, it also and tows trailers of up to 3.5 tonnes concurrently, the highest operating a dealership, and it now comes with free start-up player within its fi ve model range. In the meantime, South comes with a choice of either a 1.6 litre petrol or diesel engine, total load capacity in the segment. costs! Our new approach means there is no investment in Korea’s third largest vehicle manufacturer has a number of and with the option of a 6-speed manual or 6-speed Aisin signage, special tools, vehicle diagnostic equipment and other other changes lined up that include Euro 6D engines and automatic . Retail prices start from just £19,745. set-up costs when joining the SsangYong family. Not only that, smaller petrol engines. EVs haven’t been forgotten either, Korando crossover For new dealer Italian designed and Korean built, the Korando crossover SsangYong is Britain’s best performing car manufacturer according to the Honest franchising enquiries, John Satisfaction Index 2018. is powered by a 2.0 litre petrol or 2.2 diesel engine, and comes with a 6-speed manual or Aisin 6-speed automatic call David on: Model featured is Musso Rhino. Fuel consumption fi gures in mpg. Musso: Urban 25.9-29.1, Extra Urban 39.2-40.9, Combined 32.8-35.8. CO2 emissions in g/km 226-211. *Warranty covers 7 years or 150,000 miles. transmission. Comprehensive equipment includes heated 07964 806938

0980 Ssang AM DPS v1.indd 2 23/01/2019 12:52 0980 Ssang AM DPS v1.indd 3 23/01/2019 12:53 Advertising feature INSIGHT LEAD MANAGEMENT Sponsored by Four reasons why effective lead management FIVE LEAD CHANNELS AND will be essential in 2019 HOW TO HANDLE THEM

With leads coming from a growing variety of sources, particularly online, keeping track can be a difficult task. Debbie Kirlew looks at some potential channel-tracking solutions 1 EVENTS

Meeting new customers at combine the two, bringing events or pop-up locations the physical dealership to is a great way to cast the the customer or enticing the net wider than the usual customer to visit the show- sales process, an LMS with decent channels, according to room. Once the potential integration will allow you to export and pull Dealerweb. The follow-up customer has been engaged in from essential automotive sales systems, 2 WEBSITE should be personalised, at an event, dealers need to including DMSs, vehicle evaluation including providing a direct ensure the positive experi- services, FCA systems and finance. contact so the customer ence continues by keeping All this reduces the headache of system- Dealers are not yet equipped to videos, infographics and social feels more valued. in touch and responding manage omni-channel media should be integral to all Martin Hill, managing promptly to requests. switching and double-keying, meaning you communication with customers, marketing communications, but director of Dealerweb, said: Hill said: “‘Make it easy’ can make the customer and dealer according to GForces. is worth extra effort when it “Our research shows a should be the foundation of 019 is set to be a tumultuous time for a robust and accurate CRM to ensure all experience as seamless as possible, leaving With consumers wishing to comes to lead-nurturing blended retail strategy is a your customer experience. the automotive retail sector. prospects are being addressed and all more time to ensure every sales opportunity communicate digitally in real strategies. At all stages of the crucial part of today’s Data indicates that Economic uncertainty and leads are being recorded and nurtured at is maximised. time and many even willing to buying journey, buyers will dealership. The approach customers feel more continued consumer concern over the right time. According to research from purchase online, Paul Stokes, inevitably be ‘shopping around’.” relies on a strong link comfortable researching 2 GForces’ head of online retailing, However, a Dealerweb study between the customer’s online and less so in the diesel are expected to continue to create Marketing Donut, 63% of people requesting Effective performance monitoring said: “A paradigm shift – from a of 1,200 motorists showed, a online journey and their showroom. So, make sure headwinds for new car sales. information today will not purchase for at A good LMS will enable managers to see lead-generation model to an quarter (25%) of consumers physical one.” it’s all as easy as possible to In this environment, it is crucial to make least three months – and 20% will take live metrics on all aspects of a sales team’s end-to-end e-commerce model expect a response to enquiries in Events provide a means to get them through the doors.” sure every lead coming into your dealership more than 12 months to buy. A dedicated performance (preferably in real time) as well – is required.” less than 30 minutes and almost is optimised. Here are just four ways in LMS is therefore essential to ensure that all as the effectiveness of different enquiry Lead conversion rates can be half (49%) in under an hour. which a robust lead management process leads coming in are automatically entered channels and sources. increased if dealers allow But, as Nathan Tomlinson, will ensure better sales this upcoming year: into the CRM/DMS, guaranteeing not only This can include enquiry logs, outstanding customers to take a natural dealer principal at Devonshire that all customers and prospects are offers and lost-sales analysis. This allows for online journey at their own pace Motors, points out, immediate and in their own time. To that action should not be confused Fewer missed sales recorded accurately, but making it a full-spectrum sales funnel analysis that end, GForces has launched its with an immediate response. To Are your sales teams responding to each lead possible to map and report on the enables you to identify key improvement e-commerce platform, Auto-e, nurture the lead successfully, quickly and efficiently? They should be – in customer journey from enquiry to sale. areas in your dealership affecting sales to increase interactions with the right information should be 3 EMAILS our survey of 1,200 motorists, 25% expected a performance. After all, if you can’t measure it demographic groups that have provided by the dealer, laying response to an enquiry within 30 mins and Time-saving – you can’t fix it! historically been hesitant to the foundation for the lead to Sales executives can feel leads were still in-market. almost half within an hour. An effective lead It is a misconception that ensuring every Founded in 2003, Dealerweb is the market- enter the showroom develop subtly. besieged by leads with Evans said: “This hints at management system (LMS) can record every lead coming into your dealership is leading provider of enquiry management environment. Its live chat, The GForces’ platform logs many of them ‘from digital a huge opportunity, one that provided by Gubagoo, uses every interaction and provides tyre-kickers’, according to can be realised through lead coming into your dealership, ensuring responded to and managed takes up systems in the UK, helping retailers sell artificial intelligence to provide automated follow-ups created Jeremy Evans, managing automation. Sales teams each is assigned to a sales contact, and valuable time. The opposite is true – with a more vehicles, more profitably and with answers or automated holding at various points in the director at Marketing can use eCRM (electronic helping to ensure that a tailored response is truly integrated system, you can pull in excellent customer satisfaction. responses, or the chat can be customer journey. Messages Delivery. However, dealers customer relationship sent, giving you an instant advantage. leads from all your different sources (think transferred to an adviser. can also be triaged to the right are too readily giving up on management) tools to keep email, website and third-party classifieds) Dealerweb advises bringing person or department, diaries dozens of genuine leads undecided used-car Ensuring better CRM into one system. as much of the showroom and call centre lists populated, every month, according to customers engaged signing The pillar of a successful sales strategy is When the lead progresses through the experience to online channels with each individual contact Marketing Delivery’s them up to automated as possible: Hill said: “The use point tracked, followed up research from Q4 2018, email alerts when new of engaging media, such as and escalated. which showed 36% of ‘lost’ stock arrives, which For more information, or to arrange a demonstration, get in touch at [email protected] or call 01392 247 477 am-online.com MARCH 2019 85 adRocket

INSIGHT LEAD MANAGEMENT Sponsored by

matches their initial person, not by default enquiry. The same the best sales person. tools can be used to “I think the industry 4 3RD PARTY update prospects if a does an acceptable job dealer reduces the price of handling walk-in and on a car. Keeping them telephone enquiries. in the sales funnel in this Where the industry REFERRALS way maximises the really struggles is the chance of conversation.” timely processing of Tomlinson said: “Not electronic leads. We The consistency offered by third- – and how many – car search all leads are the same in continue to fall into party tools makes the response and review websites they used terms of how they classic traps such as rate more robust, according to before arriving on your forecourt should be handled. A responding to an email Motors.co.uk, whose research as four out of five people use showroom walk-in, a or web lead with a phone found one-in-five telephone two or more as part of the telephone call, an email, call and then wondering enquiries still go unanswered. research process. This is a live chat or a Facebook why the customer Dermot Kelleher, director invaluable lead generation post all require a doesn’t answer.” of marketing and business insight.” different approach and Devonshire filters intelligence at Motors.co.uk, said: Dealerweb React promises skill set. all incoming leads “Failure to follow up on missed 100% web-lead capture and “We have to structure through one single calls might be inevitable, given response. Automating the 0 the dealership to ensure channel and then the often hectic nature of dealer collation of web leads from enquiries are handled by chooses the best person operations, but don’t expect virtually all sources, the the most suitable to respond. customers to call back – they’ll software guides sales staff 00150 take their business elsewhere. through a professional, “Over half of all buyers who consistent and personalised have seen a vehicle on car response process. Integrating search websites don’t call or with the Dealerweb Showroom email before visiting showrooms, sales and lead management they just turn up. So make sure platform ensures all leads are LEAD sales staff always ask which also recorded. 1 ATTRIBUTION Tracking tools and reporting functions deliver a host of insights, enabling dealers to better manage and nurture leads. For example, GForces’ system incorporates data analysis tools to monitor conversion rates and discover the most successful lead-generation channels. 5 PHONE CALLS Motors.co.uk’s lead-tracking platform, The Eye, captures responses to listings on its site and its network of partner websites, from telephone calls and Illustrating the potential impact management and we continue to emails to detailed vehicle page views. of lost leads, Moneypenny’s data see a rise in the number of Kelleher said: “Top-performing dealers recognise the analysis of a leading car brand automotive clients who want to Making every lead count for over importance of capturing and harvesting leads, which is with more than 100 sites that it ensure they are making the most why it’s critical to have automated processes in place supports found their ROI was 17:1 of every lead by regularly to consistently manage each and every enquiry.” when comparing the value of the analysing their call and chat data.” Vertu Motors has integrated Calltracks technology calls to the cost of Moneypenny Calltracks measures and 1,500 dealers and countingÖ into its systems and activities and is measuring and call-handling. Moneypenny can analyses calls using static linking up omni-channel enquires from varied sources. also enter service and MOT numbers or dynamic number Vertu injects information into its systems as Calltracks bookings straight into clients’ insertion, allowing dealers to passes the calls across. Once inserted back into the diaries, while a specific dealership attribute calls to channels, and it customers’ journeys, which consist of multiple touch event can be monitored using an assists in automatically capturing points, this offers a view on each part of the marketing individual diverted phone number caller information, including what For over 15 years, Dealerweb has been instrumental ',2#%0 2#5'2&-2�1712#+1S$0-+i, ,!#A mix to see the most successful channels. to track call volumes and interest. the customers are looking at Tomlinson said dealers must “get forensic” with their Jo McKeown, Moneypenny’s when they call. Every lead is in transforming the lead conversion rates of warranty and compliance providers, to DMSs. leads: “Showroom visits and telephone calls are automotive business development entered into the dealer’s CRM franchise dealers across the globe. relatively easy to measure. Digital leads are very manager, said: “Retailers are or showroom system, or matches easy to measure in terms of volume, response time, becoming increasingly switched calls to records at a later date In this past year alone, we are proud to have helped etc., but less easy to understand in terms of where on when it comes to call to identify anything missing. During this time, we have perfected our intuitive over 13,000 users successfully process over 3 they originate.” 1712#+12-+ 6'+'1#.0-i2 '*'272&0-3%& #22#0 million leads in over 1,500 dealerships globally. lead management and ensured competitive advantage by enabling 100% enquiry For more information, or to arrange a demonstration, capture and response. -,2 !231,-5 ,"i,"-32&-55#! ,&#*. get in touch at [email protected] or call 01392 247 477 + )#mklt7-30+-12.0-i2 *#7# 07#2Q For many, we have also become the central 01392 247477 | dealerweb.org hub for sales operations through our ability to 86 MARCH 2019 am-online.com

FP_AM_DealerwebAid3811328.pdf 02.06.2019 16:52 DEALER MASTERCLASS in association with COMMERCIAL PARTNER SHOWCASE Advertising feature ‘Lost lead’? Don’t write off prospects so readily Jeremy Evans, MD of Marketing Delivery, explains why more than a third of all ‘lost’ leads aren’t lost at all – and how dealers can re-engage and convert them

What do you see as the biggest availability was cited by 39% of all ‘lost Qchallenge for sales teams in 2019? leads’, with 47% putting it down to After a challenging year for motor affordability, such as monthly payments or A retailers, sales staff need to maximise a car’s overall price. Drivers, particularly the potential of every worthwhile lead that used car buyers, do more research than comes into the business. There is a degree ever on what car or specification they of reticence among customers at the ought to buy. If they contact a dealer and moment – exacerbated by Brexit-related the specific car they want is not available, uncertainties about the economy and many businesses mark them as a ‘lost doubts about diesel – and many are lead’ and move on. This is self-defeating, putting off decisions about whether or not but all too common. Instead of abandoning to buy a new car. The challenge for the enquiry, there’s a good chance the dealers is keeping prospective customers customer may still be interested if the right engaged until they make that decision. car becomes available or the price falls. Our ‘Car Alerts’ eCRM [electronic How can dealers spot real prospects customer relationship management] tool Qand keep them interested? helps dealers stay in touch with genuine One of the most effective tactics would-be buyers. A dealers can employ to nurture a lead is contacting that customer with carefully How does the Car Alerts timed reminders about the car they are Q system work? interested in. A well judged follow-up Car Alerts was designed to keep email can make all the difference. We A undecided ‘approved used car’ recently analysed data from Q4 2018 customers engaged with a dealer, even if showing that 36% of customers marked as the car they want is not available. If an a ‘lost lead’ by sales staff are, in fact, still enquiry has not progressed to a sale after in the market for a vehicle. By keeping seven days, a customer can be auto- these customers engaged with relevant, subscribed to receive a ‘Car Alert’ – timely information, businesses maximise an automated email that updates them whenever new stock arrives matching their their chance of closing a sale, rather than enquiry or existing stock drops in price. simply writing them off as a ‘lost lead’. When we piloted this system with a pair The sheer volume of leads salespeople COMPANY PROFILE of Audi dealers in south Wales, one have to tackle nowadays is a challenge, recorded 40 additional sales of approved with digital interaction making it much Key products: Sales CRM, Car Alerts, used cars in the first three months, and easier for consumers to generate an Aftersales, Lost Sales, Social Media the other achieved 46. More than 300 enquiry. No wonder some prospects fall Key staff: Jeremy Evans, dealers across the UK now rely on through the cracks, particularly when their managing director Marketing Delivery Car Alerts to boost requirements can’t quickly be met by the Founded: 2007 their used car operations. dealer. Automation makes sense to help Based: Frant, East Sussex process leads in an efficient manner, and Visit: marketingdelivery.co.uk Where do you see the greatest 36% OF send vehicle owners the most How could dealers use eCRM tools to to pull true prospects back into the email: get.in.touch Q opportunities for dealers? appropriate, tailored marketing messages. Q increase aftersales business? pipeline if they drop out prematurely. @marketingdelivery.com While fewer new cars were sold in CUSTOMERS Aftersales should be a key focus for 60% of UK motorists say they are more Telephone: 01892 599 911 A 2018, dealers and workshops have all MARKED AS A dealers, and service receptions can use A likely to book a service or MOT with a More than a third of customers are the incentive they need to tap into the ‘LOST LEAD’ BY SALES eCRM tools to keep in touch with dealership that reminds them at an Q incorrectly classed as ‘lost leads’ potential from their existing customer customers and generate ‘leads’ the same appropriate time. Dealers get the best – what can dealers do to address this? base. Our research highlights the STAFF ARE, IN FACT, way sales departments do. Customers response from aftersales prospects with an There are a number of reasons why a importance of ongoing engagement with STILL IN THE MARKET want to be interacted with like this, and it email reminder about an MOT or service A prospective customer may be customers who have already purchased a takes a significant administrative burden three to four weeks ahead of the due date. We qualified as ‘lost’, yet still be in the market car, particularly in the wake of GDPR. FOR A VEHICLE from a dealership that may otherwise fill can provide our dealer partners with a service for a car. Our research suggests that the Getting a car into the workshop is a great JEREMY EVANS, MARKETING DELIVERY workshop bays by making calls or – retention report to track customer responses to most common reason is that the right car excuse for dealers to update customer worse still – just waiting for business to aftersales marketing, helping service teams simply isn’t available at the right price – and vehicle details, and to ensure they come in. target their emails even more effectively.

88 MARCH 2019 am-online.com am-online.com MARCH 2019 89 SHOWROOM LAUNCH REPORT SUZUKI JIMNY 4X4: SELL-OUT SUV HASS STAYEDTA TRUE TO ITS OFF-ROAD ROOTS Q&A

£15,499- sold. Vitara volumes were up by £18,999 almost 5% last year (from 11,933 in 2017 to 12,525 in 2018) and we expect current levels to continue, with about DALE WYATT, 12,000 sales annually. MANAGING DIRECTOR, Will there be marketing activity to SUZUKI GB The interior and key controls 1.5-LITRE promote the Jimny in light of supply are built for functionality 101PS constraints? PETROL In 2018 you told AM that you had For dealers, the limited numbers “screwed up in March”, with meant that there was only one Jimny logistical issues causing a shortfall in going to each dealership when dealer stock. How is the brand faring now? deliveries happened in December, We’re doing all right. I screwed up in rather than the showroom model and 0-62MPH; Q1. I got it wrong. We had the issues demonstrator that would usually be TOP SPEED with Ant and Dec and then, logistically, the case. We really need to ensure 87-90MPH we ended up with cars in Zeebrugge that we satisfy customer demand with when we needed them here. Another every Jimny we can get our hands on. thing was that I made our finance offers far too elegant when others Elsewhere in the Suzuki range, we were being aggressive. We have have seen the adoption of down-sized, bounced back and our sales are now turbocharged engines or the 1.2 SHVS The new Jimny lives up 5SP MANUAL; to its predecessor’s 4SP AUTOMATIC the second-best in our history YTD. mild hybrid. Why was neither solution off-road reputation considered for the Jimny? The brand has refreshed the Vitara The Jimny’s off-road focus meant the and now has its first new Jimny for 1.5 was the ideal engine. That said, a more than 20 years. What are the hybrid variant would be great to see. predicted sales fortunes of each? I’d like to see an electric version, but The Jimny went on sale in January there are currently no plans. To a 37.7- and we’d already had 10,000 degree, there is a sense that we have 41.5MPG expressions of interest from potential sold 42,000 Jimnys in the UK over the customers who registered on the past 20 years and, because there’s Suzuki website. How many of those been nothing else in the market and will be converted into sales remains to those vehicles are still running, they be seen, but it is clear that demand haven’t had any cause to change. The will greatly outstrip supply. There will success of the Jimny could actually Suzuki GB expects to sell all 1,200 Boot space is 154-170G/KM be 1,200 Jimnys coming to the UK depend on how many fashionable CO2 Jimnys coming to the UK each year somewhat limited each year. In all honesty, they’re all city users will buy the car.

he new Jimny off-roader Fitted with the optional four-speed windows and hill descent control system. has been designed for deserve better.” REVIEW RATINGS presents Suzuki GB with a automatic gearbox (adding £1,000) that top Cruise control is also standard and operated On the UK launch event, on standard road ‘problem’ more common speed drops to 87mph, CO2 emissions rise via the multi-function steering wheel. tyres and in soggy conditions, the four- TOP GEAR WHAT CAR? AUTOCAR T among supercar makers to 170g/km and mpg falls to 37.7mpg. One control unfamiliar to any other wheel-drive Jimny’s ladder-frame chassis, such as McLaren or That’s not particularly impressive for a THERE WILL BE compact vehicle available in the UK is a short overhangs and 210mm ground Lamborghini when they launch a new limited small car with a kerb weight of just 1,135kg. 1,200 JIMNYS rather old-school stubby second gear lever clearance combined to make it a very edition model – demand outstripping supply. But while Suzuki may have hit the COMING TO to activate the low-range transfer gear. robust off-road tool nonetheless. While the Jimny appears to have niche bull’s-eye with the Jimny’s balance of cute- THE UK EACH SZ5 Jimnys also get a seven-inch Despite being petrol-powered, the Jimny KEY RIVALS appeal – its 85-litre boot means it is most but-utilitarian styling, its shortcomings YEAR. THEY’RE touchscreen infotainment system with will haul itself up steep, mud-covered rises certainly not a family car – managing result from the fact that it has been designed ALL SOLD built-in sat-nav and Apple CarPlay or and roll in controlled fashion down steep director Dale Wyatt is certain his 158-strong to build on the reputation of its predecessors Android Auto smartphone connectivity, as drops when switched from two-wheel- retail network could sell more than their for being a robust and capable off-road tool. DALE WYATT, well as 15-inch alloy wheels (instead of the drive high ratio, through to its most allotted share of global production (see SZ4 (£15,499) and SZ5 (£17,999) SUZUKI GB SZ4’s steel items) and heated seats. extreme setting. panel, right). specifications are available from launch and Suzuki must have reeled from the Jimny’s While it may feel a little at odds with Out on the road, the Jimny is comfortable while widespread use of hard cabin plastics three-star Euro NCAP safety rating. A-roads and is severely short on stowage enough, despite an occasionally bouncy communicate its budget roots, the interior Standard on both trims is Suzuki’s Dual for a modern family, the Jimny is a Fiat Panda 4x4 Suzuki Swift 4x4 Dacia Duster 4x4 rear end, but it feels ill at ease holding and key controls are built for functionality. As Sensing Brake Support system, a lane compelling compact off-roader and, AFFORDABLE ENTRY- HYBRID TECH’S VALUE, speeds of more than 50mph. The normally in a Land Rover Defender, switchgear has departure warning system and six airbags. perhaps more importantly, is a car without LEVEL TO 4WD CLAIMED FUEL CABIN SPACE aspirated 1.5-litre produces been designed for use by gloved hands. Thatcham Research’s director of a direct rival, or equal, in its class. ECONOMY just 101PS and 130Nm of torque. Large dials with digitised central displays research, Matthew Avery, said the passive Suzuki dealers in rural and urban settings LACKS ULTIMATE LACKS OFF-ROAD CONSPICUOUS Suzuki quotes a top speed of 90mph, CO2 tweak the air conditioning, while rocker- safety technology had not performed alike are unlikely to have problems selling OFF-ROAD ABILITY ABILITY. PRICE FOR THE BRAND- emissions of 154g/km and fuel economy of type switches located in the lower part of optimally under test conditions, adding: the limited numbers headed to CONSCIOUS 41.5mpg under WLTP-correlated figures. the centre console operate the electric “The youthful audience the Suzuki Jimny UK showrooms. TOM SHARPE

90 MARCH 2019 am-online.com am-online.com MARCH 2019 91 Advertising feature

staff at Mercedes-Benz of GATwIck adopted an aeronautical theme for their leg of the challenge Ball in December (having driven there in a Jaguar I-Pace, of course). Jaguar I-Pace around the manufacturer’s At the ball, he passed the Leadership In MerseysIde, activities included bake sales and facility in Castle Bromwich. Carbon Challenge baton to Jon Wakefield, raffles, while, on the stranger end of the spectrum, credits were also purchased where hybrid managing director, Volvo Car UK; Tim staff drove their electric vehicles dressed as everything from super heroes at Vauxhall vehicles were featured. Tozer, chief executive, Allianz Partners UK An electric 2018 ellesmere Port to the Teletubbies at Vauxhall and Ireland; and Darren Guiver, st Helens, all while singing the challenge’s theme A strong start at charles Hurst managing director, Group 1 Automotive, Electric Avenue song, The challenge got off to a roaring start in who plan to cycle 166 miles down the May at the £20 million Audi Centre in Thames from source to sea on a self- at Lookers hybrid vehicles travelling 2,000 miles to Dublin, before moving on to Charles propelled water bike. destinations that included the group’s Hurst’s sprawling Belfast operations, with Bruce said: “I can’t say enough how entire dealership network. Along the way, pit stops at the group’s Portadown and incredibly proud I am of what we a wide range of fundraising activities Lisburn Vauxhall dealerships. managed to achieve last year with the t’s fair to say that Lookers had a stage when Andy Bruce, the chief were held, from carbon-neutral days and Colin McNab, the operations manager at Lookers Electric Charge. Ben is a vital The NorTh-easT leg of the electric Charge very eventful 2018. The national executive of Lookers, took up the included a 1980s neon-inspired barbecue at Lookers’ green energy workshops to test-drive Charles Hurst, said: “Charging across the resource for those within our industry who franchised retailer group continued challenge at the 2017 Ben Ball, a glitzy Newcastle head office, and it was chocks away for events and golf days. UK and Ireland, not only were we working have found themselves in difficulty and its acquisition strategy with the gathering of the great and the good of the Colin Pybus, franchise director, Lookers Ford, and The route was carefully mapped out to hard to raise vital funds for Ben, but this the Industry Leader Challenge was a I Michael scott, franchise director for the Nissan purchase of and motor industry in support of the charity. include locations key to the UK’s electric unique 2,000-mile carbon-neutral fantastic opportunity for us to show renault Division, as they took to the roads as World its full-year and half-year financial Taking up the gauntlet, the Lookers War II pilots Monty and rupert. You can watch their car industry. These included the challenge also allowed us to really show our appreciation. reports told a story of resilience and Electric Charge tasked all 160 of its video at youtube.com/user/LookersWebTV impressive 75-acre Nissan plant in off what these powerful electric vehicles “I would also like to once again thank confidence in the face of market dealerships, as well as head offices, to Sunderland and a finale in which Johnny can do, how efficient they are and what a everyone right across the Lookers In the MIDLaNDs, Lookers dealerships were paid a uncertainty. raise as much money as possible for BEN visit by a host of special guests, including the shelby Mowlem, the European Le Mans Series significant, positive impact they can make business who took part in raising such a However, many of the headlines about over a six-month period. crime family at Mercedes-Benz Walsall. GT champion, test drove the all-electric to improving our environment.” remarkable total. They really are a highly the group last year were not the result of This involved a relay of electric and It was then down to the team at Renault creative, motivated and compassionate its performance on the stock market, but Newtownabbey to transfer the relay over group of people and are a testament to the its support for local and national charities, the Irish Sea to Audi Ayr, from where it values we hold dear as a business.” including work as a key supporter of BBC headed down through Scotland and Children in Need. England until it reached its final destination Lookers’ biggest initiative was perhaps at Mercedes-Benz Eastbourne in October. its involvement in the third annual Ben Along the way, it was down to the good Industry Leader Challenge. The baton is people of Lookers to come up with creative passed every year between businesses ways to raise as much money as possible to raise vital funds for the charity, which and ensure that the Lookers Electric works tirelessly to support those in the Charge would prove to be the most motor industry who have fallen on successful Industry Leader Challenge yet. hard times. It was a challenge that staff would rise to In previous years, Daksh Gupta, the most emphatically, so much so in fact that chief executive of Marshall Motor Bruce would go on to announce the Holdings, raised £142,000 by skydiving impressive total of £215,755 at the 2018 Ben from 10,000ft, and Jeremy Hicks, the former managing director of Jaguar Land Rover UK, raised more than £185,000 by n n swimming the English Channel. [email protected] www.lookers.co.uk www.lookers.co.uk/EC4BEN Electric vehicles and hybrids took centre Advertising feature SHOWROOM LONG-TERM REPORTS SEAT ATECA NISSAN LEAF TEKNA Is it time to go REPORT REPORT PROGRESS PROGRESS self-funded? Why pay a warranty company who has a financial incentive to retain as much of your premium as possible?

ou walk into the workshop and see the car you bought at the auctions up on the ramp getting Y its preparation done. The engine looks good. Chassis looks SEAT OFFERS MAKE BUSINESS THERE IS STILL MILEAGE IN THE strong. No squeaks. No rattles. The service book is up-to-date, with the manufacturer’s SENSE FOR FLEET CUSTOMERS RANGE ANXIETY ARGUMENT stamps decorating every page. This one could roll straight out onto the forecourt. ompany car drivers have formed a substantial im Rose’s ‘winter test’ review from last month But wait. You spoke too soon. C part of the Ateca’s success since its launch in T whispers in my ears as I scrabble in the gravel The rear discs are worn thin and a 2017. Of its total 9,467 registrations in 2018, drive or muddy car park verge in early morning window switch isn’t working. 52% were to business and fleet customers. and evening darkness for the recharging cables that Seat’s keen pricing shows a desire to continue that PRICED FROM: lead into my house through a partially open window. So you put the time and money into PRICE: £30,055 momentum in 2019. Its first-quarter finance offers give £20,825 Then there is the range anxiety. ‘Will I be able to plug correcting the issues and prepare the car (EXTRAS: business customers the opportunity to run an Ateca SE (THIS MODEL in when I get to work?’; ‘If I go out again in the evening METALLIC PAINT for sale. Maybe you do the work in-house or Technology for three years on contract hire for as little £30,000) will I have enough charge to get me to work when using – £575, PROPILOT perhaps you employ a technician to do an as £199 a month after a £1,194 initial rental. my domestic 3kW socket (a full charge takes 21 hours)?’. PARK – £1,090) independent check to give your customers Contrast that with the £1,595 initial rental and £266 a It eats at my confidence in the car, while other factors added reassurance. However you month that Volkswagen requires from business weigh on my conscience. Commuting (I do 66 miles a approach your preparation, dealers are customers who want to contract-hire a Tiguan SE Nav day – Nissan says the average driver does 50), is the – identical under the skin – over the same period. While single largest generator of greenhouse transport spending more time and money ensuring Seat doesn’t have the same brand perception as VW, it SEGMENT SHARE emissions. Just more than half of all transport emissions vehicles are inspected to the highest has a clear opportunity to tempt businesspeople who 3.64% (JAN 2019) come from cars – and the level is going up. (SOURCE: SMMT) standard to meet customer expectations. would rather save £1,200 a year. There are signs that consumers are beginning to react SEGMENT SHARE 6.64% (JAN 2019) And the savings could be even bigger. Ateca SE Tech- positively. In 2014, there were about 1,208 new alternative (SOURCE: SMMT ) What happens next? “Instead of paying back to you, with your customer’s best nology comes with metallic paint, 18in alloys, full LED fuel vehicles (including hybrids and pure EVs) being Your customer agrees to buy the car and, to interests at heart. headlights, 8in touchscreen with sat-nav, dual zone registered a month in the UK, according to SMMT give them extra peace of mind, you include out premiums, So instead of paying out premiums, climate control, and park assist. Comparing the spec lists figures. In 2018, it was 11,773, an increase of more than at retail prices, the Tiguan SE Nav has the same touch- 870%. The Leaf had a 7.7% share of the AFV market last a warranty with the deal. Your customer you build a flexible claims fund in your 55.4MPG you build a flexible screen and similar alloys, and tri-zone climate control, year, down from 8.6% in 2017. However, we are still a drives away happy and enjoys a trouble- own business. but Volkswagen charges an extra £580 for metallic paint long way from mass adoption. free experience in their new car without claims fund in your Instead of arguing to get something and a further £1,375 for those LED headlights. The announcement of the Leaf 3.Zero e+, with a 40% even making a claim on the warranty. covered for a valued customer, you work So while the two brands are from the same family, and range increase (62 miles, according to Nissan) is COMBINED RANGE own business” (WLTP): So you spent all that money preparing the with a team who treats your customer fairly. dealer groups often represent both, Seat sales executives welcome news. But it’s a special edition, limited to 5,000 168 MILES vehicle and then paid an additional Without vested interests. should keep looking at their local SME market. They have 2.0-TDI 150PS units in Europe. The tech is there to calm fears, so why premium for a warranty that wasn’t really financial incentive to retain as much of your Warranty Administration Services have a compelling, value-based message to share.TIM ROSE not put it into full production?JEREMY BENNETT needed. How many other cars have you premium as possible? I’ll let you answer set the standard for self-funded warranty bought warranties for that were never that one. since 1984, and have built a reputation of AFFORDABILITY, BRAND AWARENESS MAJOR COST SAVINGS FEAR OF RUNNING HIGH SPECIFICATION MUST IMPROVE PER MILE OUT OF JUICE claimed upon? trust and transparency working alongside Perhaps this is a good time to sit down So what can you do about it? new and used UK dealers including names and add up the total amount of money you Speak with the self-funded warranty such as Hendy Group, TC Harrison, CURRENT 0 4 6 4 7 START 0 0 0 9 4 CURRENT 0 3 6 9 9 START 0 2 5 1 2 have spent buying in warranties, then experts at Warranty Administration Furrows Group and Arbury Group. MILEAGE MILEAGE MILEAGE MILEAGE subtract the money your warranty supplier Services on 01522 515 600. For 35 years, they So, is it time to go self-funded? has paid in claims. have empowered motor dealers to profit GUESS THE CAR COMPETITION Whatever remains is how much your from the quality of the vehicles they sell by See if you can identify this warranty company is profiting from the helping them offer their own customer- Iain McCall, national month’s model for your quality of your stock. Profit that could and focused warranty. franchising and chance to win a £20 John business should be coming back to your bottom line. A trusted service that steers the customer Lewis voucher. Email development Ask yourself – is it good business and in perception of warranty back on track. [email protected] with manager at Toyota ‘Guess the car’ in the the best interest of your customer to pay a Featuring all the bells and whistles, they GB, correctly subject line and include warranty company that has a massive deliver every penny not used for claims identified the your job title and company Peugeot 304 in your entry. The closing Cabriolet last issue. THIS MONTH’S WINNER THIS MONTH’S date is Friday, March 8 Visit www.warrantyadmin.co.uk or call 01522 515 600 today

am-online.com MARCH 2019 95 TALENT PEOPLE DEVELOPMENT ADVERTISING FEATURE TAKE THE DRAMA OUT OF LONG- BCA announces TERM LEADERSHIP CHANGES innovative You can now read the latest and most important UK motor retail news, features Dealers should have a plan for a long-term leader’s departure, expected or not upgrades for and insights even more easily on your smartphone, tablet, laptop or desktop PC. ealer groups are no strangers to phone should they be needed.” Dealer Pro app D long-serving directors that make There is also a public relations process Visitors can also sign up for our daily newsletter a big impact on the culture of a that every company will go through in the company. event of a change in leadership, and the By Stuart Pearson, COO, BCA UK Remarketing and Saturday news digest to catch up on the most Trevor Finn announced before the end of ideal is that rather than being seen as a last year that he would step down as chief big drama, it should in fact be the BCA has announced a programme important stories from the week. executive of Pendragon after 30 years of complete opposite. of regular upgrades for its unique leading the business. Macgowan said even a major change of Dealer Pro product in 2019, with He will continue in the role while the leadership should be seen as routine, with quarterly enhancements planned PLC looks to appoint a suitable successor every step in the recruitment process a and further integration with dealer before the end of Q1. carefully choreographed process and an In Pendragon’s case, there is not only outlook of “business as usual”. management systems. Dealer Pro SUCCESSION MANAGEMENT the question of what happens next in TRANSITION PERIODS A change in chief executive shouldn’t be is used by leading franchised and terms of guidance, management style and CAN LAST AS LONG a worry for the business on a day-to-day independent dealers across the UK and is integral culture for the Stratstone and Evans operational basis, as there will be to many manufacturers’ used car and online Halshaw dealerships across the UK, but AS 12 MONTHS… managers and other directors in place to retailing programmes. also how a change of leadership affects A MORE ELEGANT WAY TO maintain the business over the transition Last year was a transformational year for the the group’s share price. DO THINGS IS TO HAVE A to new leadership. Franchise partners are also likely to be Liddall said: “Within these larger dealer service, with more than 2 million vehicle appraisals ONE-MONTH HANDOVER AND particularly interested in the future FOR THE PREVIOUS LEADER groups, the chief executive is of course and valuations conducted and the launch of the stability and leadership choice. instrumental in setting the agenda and Dealer Pro app free to download from Google Play Guy Liddall, the managing director of MT TO STEP AWAY direction of a company with a clear, and the Apple App Store. BCA also integrated Select, said a dealer group’s strategy CHRISTOPHER MACGOWAN multi-year strategic vision. partner finance to the app, to enable dealers to around appointing a new chief executive “However, the company is likely to be will usually depend on whether the Christopher Macgowan, who was the more than capable of continuing to finance a part-exchange instantly on the forecourt. departure was planned or was due to chief executive of the Society of Motor operate over a period where a BCA is working on a series of integrations with other eventualities, such as financial Manufacturers and Traders (SMMT) for replacement is found. What’s more leading technology providers including Dealerweb, performance or illness. nine years, helped to write a job interesting is how the new chief executive EnquiryMAX, Pinewood, Fast Track and CDK, to Either way, there should always be a specification for his replacement. This was communicates their presence once they remove the need for re-keying and to improve data contingency plan in place to turn to. refined with help from the board and a have joined.” Large businesses will usually have a headhunter was appointed. This can either be through ‘pressing the accuracy. BCA Dealer Pro also has an ongoing agile 12-month notice period for their chief After that, he stepped away from the flesh’ or even through something such as development programme in place, working closely executive, so the process of finding a process and the SMMT got on with the a video presentation to introduce them to with existing customers to drive through regular successor is a long one. recruitment process. new staff, particularly at businesses upgrades and improvements. Liddall said: “The recruitment process He said: “In some circumstances, where there are hundreds of individual BCA Dealer Pro delivers a holistic range of dealer will usually probe options from within and transition periods can last as long as 12 dealerships and thousands of staff. support services that make the part-exchange process outside the automotive industry, but there months, although in those cases that Macgowan said: “No matter how big a is never going to be a 100% guarantee of indicates to me a degree of nervousness figure you are or have become, you can more efficient and profitable. At the push of a button, success. from the board. bet your boots you report to someone – a a dealer can decide to fund and retail a part- “You only have to look at Jose “I think a more elegant way to do things chairman, shareholders or perhaps family exchange, retain it within the group or remarket it Mourinho’s recent sacking as manager at is to have a one-month handover period members – and good governance through digital or physical auction. Manchester United. He was set up in an and for the previous leader to step away, demands that even the biggest of big BCA are set to take Dealer Pro even further in 2019 environment where he should have been perhaps working from home and making beasts are answerable and can be able to have success.” themselves available on the end of the managed.” TOM SEYMOUR as the pace of technological development makes a step change at BCA. Working in close partnership with our customers, we have a series of innovative enhancements planned for every quarter that will deliver benefits back into the dealer network. CIPD GUIDE TO MARTIN SORRELL’S VIDEO: THE LONGEST- SUCCESSION DOWNFALL SERVING MANAGER AT PLANNING A tangled tale of whistle-blowers MANCHESTER UNITED The Chartered Institute of and boardroom intrigue from the Filmed at the Stanford Graduate School Personnel and Development on Financial Times about the of Business, Sir Alex Ferguson discusses SIGN UP TO AM’S FREE what succession planning involves, longest-serving chief executive of the manager’s critical role in setting how it links to talent management, a FTSE 100 company. expectations, communicating, and NEWSLETTERS AT: and HR’s role. www.cipd.co.uk/ www.ft.com/content/617147b4-6cda- recognising the people who work for you. www.am-online.com/newsletter knowledge/strategy/resourcing/ 11e8-852d-d8b934ff5ffa https://www.youtube.com/

RESOURCES succession-planning-factsheet watch?v=xnhu3N_nVsg

am-online.com MARCH 2019 97 TALENT MOVERS TALENT ON THE MOVE ADVERTISING FEATURE Flexible

Renault Group UK has appointed Louise O’Sullivan as its strategies for new network operations director. She has been with the manufacturer group for nearly 25 years, most recently as head of brand for Dacia UK Brexit car buyers (see our interview with O’Sullivan on page 30). O’Sullivan said: “I’ve worked closely with our dealer By James Tew, CEO, iVendi We have the experts partners throughout my time with Groupe Renault, not least in my most recent role as Dacia brand manager, Economically and politically, these are listening to the network’s invaluable insight and probably the most uncertain times LOUISE O’SULLIVAN, feedback to develop the Dacia brand together in the UK. any of us have lived through. NETWORK OPERATIONS “The group achieved a lot in 2017 and 2018, as part of Depending on how Brexit is resolved, DIRECTOR, RENAULT our ‘Drive the Future’ mid-term plan, and we are now we could soon find ourselves facing GROUP UK ready to build on these foundations and accelerate in any number of scenarios, from 2019 and beyond.” recession to business-as-usual. Also at Renault Group, Nick Tame moves into a new strategic management role, Plus, in the meantime, there is the further issue of following two-and-a-half years as its sales director. being stuck in a kind of limbo. At iVendi, we have been thinking hard about what this means for the retail motor industry and we believe there is only one sensible strategic choice – flexibility. In a market that is next to impossible to predict, we all need to be ready for anything. What does this mean in practice? It entails creating and identifying as many opportunities as possible, and putting the resources in place to maximise them. DAVE FARTHING, ROB EAST, GENERAL Dealers, lenders and manufacturers need to look hard MANAGING DIRECTOR, MANAGER CORPORATE JAMES BUXTON, HEAD OF at how the market is developing and move quickly. FURROWS GROUP SALES, BMW GROUP UK FLEET SALES, AUDI UK We have been looking at how our technology can support this and the ways in which we can help to This new series of ‘Everything You Need To Know About...’ Dave Farthing has Rob East has been Audi UK has promoted reach more customers online and in the showroom, videos enables AM commercial partners who are experts in their become the sole leader named as general James Buxton to head of and convert more of them. The key for today, we of Furrows Group, manager corporate fleet sales, replacing Tom believe, lies in recognising the concerns of the following the retirement sales for BMW Group Brennan, who left in Brexit-era car buyer. Faced with uncertainty, the field to provide crucial advice and best practice for car dealers to of fellow joint managing UK, following Steve November. prospect of unplanned costs is the major disincentive. director Russ Smith. Oliver’s departure last Buxton has spent the implement in their businesses. The Shropshire dealer year. past three years at Audi, They want to know the vehicle they are buying is not group has been in In his new role, starting as its national just desirable, but reliable and affordable. With this in business for 100 years. East leads the team used car manager. mind, we have been working on ways to underline These short videos will be full of practical tips that will enable car dealers to manage and optimise Smith spent 50 years responsible for all BMW Before his latest these factors in the online presentation of cars and with the company. and Mini sales to appointment, he was this particular area of their business and ultimately drive improvements to the bottom line. finance, and are already helping to produce some It has a turnover business and leasing working as the brand’s strong results. of £98 million and customers. sales operations manager. However, we are mindful that external factors mean operates Ford, Kia, He joins the company When Mercedes-Benz these conditions could change quickly and our Mazda and Škoda from rival Mercedes- announce Rob East’s Brought to you by outlets. Benz, where he was replacement (left), all approach would need to change, too. Clearly, we The group also head of fleet sales. three major premium cannot remove the uncertainty from the whole Brexit appointed sales East said his goal is manufacturers will have situation, but we can be ready to support the industry manager Antony Frost to attract new fleet appointed new heads of with the right technology and effective strategies. as dealer principal at customers to the BMW fleet within a matter of ■ iVendi is the international market leader in online Furrows of Shrewsbury. and Mini brands. months. motor retailing solutions, working with everyone from dealers and manufacturers to car portals and motor finance providers. Visit www.ivendi.com, The -owned Iveco Retail dealer group has email [email protected] or call 0345 226 0503. appointed Dameon Grove as its new general manager. Grove started his career as an apprentice commercial vehicle technician in 1990, and prior to joining Iveco Retail, he worked at Ryder commercial vehicles as location manager for its Oldbury depot. Grove said: “My passion has always been within dealerships, and it was clear to me very quickly that DAMEON GROVE, GENERAL MANAGER, Iveco Retail has huge potential to grow.” IVECO RETAIL Grove will assume responsibility for full service am-online.com/everything-you-need-to-know locations in Croydon, Farnborough, Hayes and Reading.

am-online.com MARCH 2019 99 adRocket

Advertising feature Planning for stock growth Hi dealers, A partnership approach to wholesale finance can help dealers realise their growth ambitions this year, says Liam Quegan, managing director of NextGear Capital

extGear Capital’s recent increasingly using their stocking plan to buy Buy cars from dealer sentiment survey shows higher-value vehicles. a strong appetite for growth in N2019. What’s your view for the How does NextGear Capital’s year ahead? Stocking Plan differ from others The survey showed 65% of dealers plan to available in the market? grow their used car business this year, The key difference is that dealers receive while half are planning to invest in 100% funding regardless of source. Our additional used stock. This outlook is customers are not locked in to a single anywhere with mirrored in our daily dealer conversations. source of stock, nor are they tied to a Despite the uncertainty of Brexit, I’m reciprocal consumer finance product. We confident the used vehicle sector will are integrated with more than 60 auctions thrive. Demand is growing, consumer and vehicle wholesalers, where the full * finance products are making better cars hammer price plus delivery and buyers’ more accessible, online trading is fees can be settled directly. Alternatively, if breaking down barriers, and the buying from another source, including 100% vehicle wholesale market is opening up to offer part-exchange or a private sale, 100% of greater access to a wider choice of stock CAP clean or invoice price can be funded. than ever before. This provides unrivalled flexibility. As NextGear Capital lends vehicles rather What support is available to dealers than money, another plus is that dealers looking to grow their used car business? only pay for what they use – be that one Perhaps the most important ingredient of vehicle or 100. any growth plan is securing the capital to “65% of dealers funding. do so. There are a number of options open Finally, what does 2019 have in store for to dealers, from their own cash, sale or plan to grow their NextGear Capital? return, finance company products, bank We are confident about the year ahead. loans, auction funding plans or bespoke used car business There will certainly be competitive and stocking plans. All have their merits and market pressures, however we benefit dealers would be wise to scrutinise the this year” from having a single focus. Stocking Plans detail before committing. Our experience is all we do, so we are free from distraction is dealers are often looking for counsel too and able to give customers our all on this – not necessarily formal advice or there isn’t a catch with these products. matter. With the support of one of the consultancy, but someone with a vested Rather they are purposely designed world’s largest automotive corporations, Talk to us: partner mentality who they can bounce products that allow dealers to take a more Cox Automotive, we are able to continue to ideas off or share a challenge. Surprisingly flexible approach with their own capital invest in our people, technology and ★★ρ★∨čρŁ⇑ few suppliers are equipped to give this, so while attaching a predictable acquisition product. Last October, we hit the £2 billion it’s something worth seeking out. and sale cost to each vehicle they trade. mark for vehicles funded in the UK and A survey we ran late last year indicated Ireland and with the increasing number of nextgearcapital.co.uk What in your view is behind more than half of dealers are now using a dealers turning to NextGear Capital, I’m the growth in popularity of wholesale finance product or Stocking Plan. confident we will see this number grow. wholesale finance products? We ended last year with a 20% increase in Wholesale funding products have been the number of dealers we partner with and around for a good while, but I think dealer a 25% increase in the use of their Stocking understanding has now reached Plan. The per unit value of the vehicles we mainstream. They have come to realise fund increased too, indicating dealers are

*100% of hammer price plus auction and delivery fees (auction purchases), or lower of CAP clean/invoice price (trade vehicles), + VAT funded on LCVs and qualifying vehicles up to the value of £45,000. [email protected] / www.nextgearcapital.co.uk / 0343 50 60 606 cÂ✚:±⊃±♠³±ΙéUX³Ρ³Â∕ÿcÂ✚:±⊃Bφ∈ÂÿU³ςš∈ĆÂΙ∕φ⊃ÿ−Â∈Â⊃∈³ςÂ∈∈{±⊃Φÿ−Â∈Â⊃ÿBİ)↓š³∈Â⊃Â∕³ς)ςšΙ±ς∕±ς∕ú±ΙÂ∈ςΡ∆Â⊃✧Ì⇒⇒θ⌠↓ÑφœΦ³ςš{Ι±ς³∈∈∆∗Âœφ∈±∈ÿÂ⊃Ρ∈±ς∕œφς∕³³φς∈↓ 160538

FP_AM_NextGearCaid3806032.pdf 02.01.2019 14:06 adRocket

TALENT INTERVIEW AM, Media House, Lynch Wood, Peterborough PE2 6EA Email: [email protected] !"#$%&"'()*'$++

THIS MONTH’S QUESTION TO THE AM TEAM: What did you like / dislike most about EIGHT QUESTIONS TO A... where you grew up? EDITORIAL ,-,'#%&*)."/&' Editor Tim Rose 01733 468266 [email protected] Country life – spacious gardens, quiet lanes, peaceful evenings News and features editor Tom Sharpe 01733 468343 [email protected] $/"'*0"'&$."1 Liked: The freedom of rural living. Disliked: GROUP the lack of a pub Web producer Elizabeth Howlett 01733 468655 [email protected] I grew up in Dunstable/March and it ruined OPERATIONS my accent PRODUCTION Head of publishing Luke Neal 01733 468262 All my family living in the same town Production editor Finbarr O’Reilly 01733 468267 Liked: The sea. Disliked: The rain DIRECTOR Senior designer Chris Stringer 01733 468312 Liked: living in the same small town Leon Caruso, of Vertu Motors’ as everyone I knew. Dislike: I don’t visit as multi-franchise division, on often as I would like CONTRIBUTORS how Brexit, WLTP and EVs can Matt De Prez, David Francis, Debbie Kirlew, Jim Saker, Tom Seymour be opportunities for growth PROJECT MANAGEMENT Head of project management Leanne Patterson 01733 468332 Project managers What are the main responsibilities of your role? I have had a passion for cars and motorbikes for as long Kerry Unwin 01733 468578 CARUSO: Reporting to our chief executive and serving as I can remember. My father was also in the industry Chelsie Tate 01733 468338 Niamh Walker 01733 468327 on the main board, I have full operational responsibility for 40 years, starting as an apprentice mechanic, so the for our multi-franchised division. industry really has been part of my life since birth and ADVERTISING Commercial director Leading the divisional team, I cover sites across the there was no question of me working in any other Sarah Crown 01733 366466 UK from Exeter to Paisley, representing Hyundai, industry. Group advertisement manager Peugeot, Toyota and Volvo brands plus our thriving Throughout the past 20 years, the diversity of the Sheryl Graham 01733 366467 Account managers !"#$#%&'()#%*+'+#,&'+#$")#,&'+#-+&-(+#'+".#'$.*+'#.*$"#&%"# multi-franchise van centre in the south-west challenges, the pace of work and the continually Sara Donald 01733 366474 of England. evolving products/services have never left me bored Kelly Crown 01733 366364 .*+/'#*&,+0#$")#/"1'+$0/"2#"3,4+'0#)&"5.#*$6+#1&"6+"./&"$(# Strategically, I work with the main operational board and I look forward to what the industry has in store for Kate Atkinson 01733 366473 to ensure we have the right strategies and processes the next 20 years. Recruitment enquiries 01733 366473 MREV\RXPLJKWEHðQGLQJRXWWKDW\RXUFXUUHQW3&3 in place to continue to grow the business through an EVENTS excellent customer experience delivered by engaged What’s is the most important thing you’ve learnt in Event director Chris Lester -'&6/)+'#/0#$#(/..(+#&3.#&7#.&31*8 Sandra Evitt 01733 468123 and motivated colleagues. your career and how have you made best use of it? Event manager Event manager Louise Baylis 01733 468325 CARUSO: That there’s no such thing as a “no”, just a Senior event planner Kate Howard 01733 468146 !"#$"%&'()*+&'',-#"&-(+./.+0$,123"+&*+1(*&4'(1+5,$+2*(1+3#$+627($*+89,+1,')"+ What are the most significant challenges ahead in “no, not yet”. In essence, never ever give up – ever. your field of work? MATT DE PREZ PUBLISHING DOZD\VðWWKHFRRNLHFXWWHU,I\RXUSULQFLSDOOHQGHUWXUQVGRZQDQ Editor-in-chief Stephen Briers CARUSO: There are many challenges, whether that be Head of digital/associate editor Jeremy Bennett #00%&3#"&,':+"9($(+&*+#'+(;3(%%('"+39#'3(+"9#"+8(+8&%%+6(+#6%(+",+9(%0:++ Brexit, the Worldwide harmonised Light vehicle Test CRM & marketing manager Lauren Annis ZKLOHRIIHULQJFRPSDUDEOHUDWHVDQGWHUPV Procedure (WLTP) disrupting vehicle supply, the onset Managing director Tim Lucas QUICK-FIRE QUESTIONS Office manager Jane Hill 01733 468319 + of electrification or indeed disrupters driving changes Group managing director Rob Munro-Hall to our traditional routes to market. Chief executive officer Paul Keenan <%$(#17:+,2$+./.+0$,123"+9#*+6(3,=(+#+-#%2#6%(+#11&"&,'+",+"9(+0$,123"++ How do you relax? Subscribe to AM www.am-online.co.uk/subscribe $#'4(+#"+*(-($#%+=#>,$+1(#%($+4$,20*:+0$,-&1&'4+#+*,%2"&,'+5,$+2*(1+3#$+627($*+ How might these challenges be overcome? I like visiting classic car shows and putting a few 01635 588494 / [email protected] CARUSO: Each of these challenges are real miles on my motorbike. I enjoy keeping fit and to UK: annual £99 / two years £168 / three years £238 ZKRPLJKWRWKHUZLVHEHORVW Overseas: annual £149 / two years £253 / three years £358 opportunities to grow our competitive advantage and in wind down you’ll see me reading, listening to AM is published 12 times a year by Bauer Consumer Media Ltd, registered + turn, further grow our business because we shouldn’t music or watching movies – like most people, address Media House, Peterborough Business Park, Lynch Wood, Peterbor- ough, PE2 6EA. Registered no.: 01176085. ?9&*+./.+0$,123"+(=6,1&(*+"9(+89,%(+!"#$"%&'(+#00$,#39+@+5%(;&6%(+=,",$+ forget that these challenges are being faced by each time pressures will often see me attempting No part of the magazine may be reproduced in any form in whole or in part, without prior permission of the publisher. All material published remains the and every business in the industry. most of them at the same time. copyright of Bauer Consumer Media Ltd. We reserve the right to edit letters, copy ILQDQFHFRPSHWLWLYHO\SULFHGZLWKH[FHOOHQWVHUYLFHVWDQGDUGV or images submitted to the magazine without further consent. The submission of The direction in which the industry is moving is material to Bauer Media whether unsolicited or requested, is taken as permission to publish in the magazine, including any licensed editions throughout the world. generally accepted, but how we get there and ultimately What is your favourite app? Any fees paid in the UK include remuneration for any use in any other licensed editions. We cannot accept any responsibility for unsolicited manuscripts, images :K\QRWJHWLQWRXFKWRðQGRXWKRZZHFDQKHOS\RXDQG\RXU# what it will look like is less well defined. Blinkist – transforms the key insights of 2500+ or materials lost or damaged in the post. Whilst every reasonable care is taken to ensure accuracy, the publisher is not responsible for any errors or omissions Agility will therefore be key and it will definitely be a bestselling business, culture and self-help nor do we accept any liability for any loss or damage, howsoever caused, 130.&,+'0#.&)$9: resulting from the use of the magazine. Printing: PCP Complaints: Bauer case of trial and, in some cases, error – but if you are books so that you can read or listen to them in Consumer Media Limited is a member of the Independent Press Standards Organisation (www.ipso.co.uk) and endeavours to respond to and resolve your going to fail, fail fast and then try again. just 15 minutes. Perfect for when you’re on the concerns quickly. Our Editorial Complaints Policy (including full details of how to contact us about editorial complaints and IPSO’s contact details) can be found at Our people are by far our biggest asset and I am go or just short of time. www.bauermediacomplaints.co.uk. Our email address for editorial complaints covered by the Editorial Complaints Policy is [email protected]. therefore confident that we are not only very well positioned to face these challenges, but to take a What drives you? leading role in defining the shape of future motor I’m driven by the inspiration of my late father retailing. who I can credit for my work ethic, values, and the confidence to take calculated risks and What attracted you to this area of expertise? make mistakes. CARUSO: I come from a family of car enthusiasts and

The text paper used in this publication is 100% HQTXLULHV#VWDUWOLQHPRWRUðQDQFHFRP recycled, produced from post-consumer waste. 102 MARCH 2019 am-online.com ZZZVWDUWOLQHPRWRUðQDQFHFRP

39615_Starline_PCP_Cookie_AW.indd 1 07/01/2019 13:37 FP_AM_39615Starlid3772270.pdf 01.08.2019 15:08 Automotive Retail BROUGHT CONGRESS TO YOU BY UNDERSTAND THE NEW RETAIL LANDSCAPE

TUESDAY MAY 21, 2019 RICOH ARENA, COVENTRY

Automotive Retail Congress will help our industry’s senior managers to plan for the long-term. Find out what the UK’s top experts are forecasting for the sector, and understand where your business opportunities in 2030 will lie.

For more details email [email protected]