May '21

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rv-pro.com May 2021 • RV PRO • 55 Focusing upon the deliveries that have taken place this past year, many of those deliveries rolled away without any ancillary products or services. That means lost profits for your business, and it also means your customer must bear the entire cost of unex- pected repairs to the major systems of the coach with no service agreement to help defray some of those costs. So, how best to reintroduce this valuable coverage to the customers? Options for Reaching Customers For starters, email is a great use of resources. For example, did the finance department use the dealership's CRM system to send out email blasts each month to those customers who did not purchase a service contract at the point of delivery? Did the finance department follow up those emails with telephone calls to customers to discuss the service agreement and other ancillary products they may want to purchase? Physical reminders in the dealership can help reinforce the mes- sage regarding warranties and other F&I products. For example, display signage in the service department that tells the customers you accept service agreements for covered repairs. Also, did the service advisor ask if the customer has a service agreement when they called in for an appointment? And did the cashier mark the copy of the repair invoice with a red stamp that says the factory warranty is about to expire? Engage in different ways to reach out to the customer. For example, you can use e-cards for RV birthday cards and holiday cards to the customer while using emails for special deals or to highlight new products. Given that many of today's deliveries roll out without vehicle service agreements, nor protective coatings, there are lots of oppor- tunities for assisting the customers in protecting their future repair budget and the continued beauty of their units. You might be reading these words, wondering when should you begin the follow-up process? I would recommend that you begin about 90 days after delivery and continue until the unit no longer qualifies for the protection. Your follow-up plan should include five actual contact attempts, plus four silent sales contacts (e.g., signage, point-of-sale mate- 80 percent of sales are made on the fifth to 12th contact. NEW PLANOGRAMS FREE header sign, DISPLAY PRODUCTs, AND DECOR! Offering a great variety of the uniquely designed products for the outdoor enthusiasts. info@campcasual.com | 716-632-2926 | www.campcasual.com JRP-EC2-C21 3' End Cap Dishes, Mugs & Throws JRP-CC4-C21 - 4' planogram Dishes, Mugs, Throws & Paper Products JRP-EC1-C21 3' End Cap Dishes, Mugs & Paper Products CHECK OUT OUR WEBSITE! GO TO SHOP, VIDEO ON DEMAND Video on Demand on our web site Real time training session with Jan Kelly call the office for details F&I 20 group for Finance Managers who want to share ideas, compare production and implement best practices to have profits grow. F&I 20 GROUP Accepting applications. Visit our website for the downloadable pdf or email Jan@JLKelly.com for your request. Call 360-253-9602 or visit www.JLKelly.com for more information on our various training opportunities! Education Education Jan Jan with with Kelly Kelly Kelly Enterprises Process Based • Results Driven 2021 2021 Contact Jan Kelly at Kelly Enterprises 360-253-9602

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