September '20

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rv-pro.com September 2020 • RV PRO • 155 The REDARC Tow-Pro Liberty is the ultimate on-road brake controller. Tested on the most brutal tarmac in the Outback, the Liberty is a proven evolution of braking technology to give you absolute confidence. We're more than just a team of engineers and electrical experts. We get out there and put miles on the pavement, and we refuse to build anything we wouldn't trust on our own rigs. Every REDARC component is proudly built right here in the rough-road capital of the world. Haul with Australian confi dence at redarcelectronics.com NEW TOW-PRO LIBERTY BRAKE CONTROLLER CONFIDENCE FOR THE LONG HAUL. 20RED16558_TowPro_LibertyPrintAd_RVPro_7.125X4.875.indd 1 20RED16558_TowPro_LibertyPrintAd_RVPro_7.125X4.875.indd 1 7/28/20 3:20 PM 7/28/20 3:20 PM those veteran customers that love you, that truly enjoy spending time at your dealer- ship – even when they are in for service on their rig? Could they be an ambassador or concierge who would meet with the new buyer and walk them through the parts and accessories store? This could be a tour of every aisle, pointing out important products that will enhance the new RVers' camping experi- ence, and provide them insight as to what these products and accessories do when in the campground. The benefit of this type of program is that the conversation is with another camper – an experienced one. Most dealerships just don't have the time and resources to do this – but dealers must do it. Dealers cannot simply send these new buyers on their way without understanding what they are in for. If time permits, or as part of the program you set up, a tour of the facility with intro- ductions to key personnel, will go a long way in building their confidence in their RV and the dealership that sold it to them. The goal is to create excitement and build enthusiasm from Day One. Yes, there will be issues along the way, but new customers will be better prepared for them, and you, as the dealer, have set the stage to manage their expectations. Have Ambassadors at the Ready How you compensate your ambas- sador or concierge is up to you. (Of note: You will want a team of people, so that someone is always available to come in and do the presentation.) Some dealers will pay these ambassa- dors hourly, while others may give them credits toward future service or their own purchases in the parts and accessories store. Others may simply want to build up a credit that could be used toward their next RV purchase – at your dealership. You might also pay them a commission on all the purchases made after the tour. To some, this may sound crazy. So be it. However, there are a tremendous number of experienced RVers out there who are very passionate about this lifestyle – and they would love an opportunity to help out their favorite dealer and some of their new customers. The other thing that will help alleviate a lot of frustration with new owners is to have educational materials available for them to purchase. (You don't have to give them away.) Personally, there are two books that I think every dealership and service center should have at the checkout counter or in the book/magazine section of your parts and accessories store. The first one is The RV Book from author Mark Polk, co-owner of RV Edu- cation 101. The 7 th edition of this best-

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