Pub. 14 2015-2016 Issue 3

N E W J E R S E Y C O A L I T I O N O F A U T O M O T I V E R E T A I L E R S 3 new jersey auto retailer W W W . N J C A R . O R G PUBLISHED BY THE NEWSLINK GROUP, LLC 855.747.4003 CONTENTS ©2015 New Jersey Coalition of Automotive Retailers | the newsLINK Group, LLC. All rights reserved. The New Jersey Auto Retailer is published four times each year by the newsLINK Group, LLC for the New Jersey Coalition of Automotive Retailers and is the official publication for this association. The information contained in this publication is intended to provide general information for review and consideration. The contents do not constitute legal advice and should not be relied on as such. If you need legal advice or assistance, it is strongly recommended that you contact an attorney as to your specific circumstances. The statements and opinions expressed in this publication are those of the individual authors and do not necessarily represent the views of the New Jersey Coalition of Automotive Retailers, its board of directors, or the publisher. Likewise, the appearance of advertisements within this publication does not constitute an endorsement or recommendation of any product or service advertised. The New Jersey Auto Retailer is a collective work and as such some articles are submitted by authors that are independent of the New Jersey Coalition of Automotive Retailers. While the New Jersey Auto Retailer encourages a first print policy, in cases where this is not possible, every effort has been made to comply with any known reprint guidelines or restrictions. Content may not be reproduced or reprinted without prior written permission. For further information, please contact the publisher at: 855.747.4003. MEMBERS OF THE NJ CAR BOARD OF TRUSTEES 2015-2016 NJ CAR BOARD OF TRUSTEES BY REGION Lawrence W. Kull .................................................................................Chairman Richard A. DeSilva, Jr. ....................................................................Vice Chairman Robert J. Larson .................................................................................. Secretary PeterLanzavecchia ...................................................................................Treasurer Scott R. Senior ........................... Regional Vice President (Northern Region I) Leonard R. Datello ....................... Regional Vice President (Northern Region II) Rob Sickel ..........................................Regional Vice President (Central Region) Scott Haldeman ..............................Regional Vice President (Southern Region) John Manganelli ....................................................................... Budget Chairman Edward J. Barlow, Jr .................................NJ CAR Insurance Co. Ltd. Chairman David C. Wintrode, Sr.........................................NJ CAR Services, Inc. President Frank M. Pezzolla ................................................... Truck Committee Chairman Raymond M. Burke, III ....................................................... CAR-PAC President Marcy H. Maguire ..................................................NADA Director for New Jersey James B. Appleton .................................................................................President NORTHERN REGION I (Bergen, Essex, Hudson, Passaic, Sussex) Timothy S. Allocca Michael DeSilva Michael F. DiFeo Frank Esposito (Alt.) Guy Johnson (Alt.) Brian Lam Renee P. McGuire Engle Oostdyk (Alt.) Richard Selman Peter A. Spina, Sr. Todd Van Duren NORTHERN REGION II (Hunterdon, Morris, Somerset, Union, Warren) David Ayers (Alt.) Scott Barna Michael Ciasulli Breanna N. Datello David Ferraez James R. Haskell Steven Kalafer (Alt.) David J. Long Mark Montenero (Alt.) Judith A. Schumacher-Tilton William L. Strauss, III CENTRAL REGION (Middlesex, Monmouth, Ocean) John F. Chuhinko James A. Curley, III Sam F. DiFeo (Alt.) Lawrence Iannaccone Paul Jaskowski (Alt.) Shelly I. LoCascio James Reydel Steven Schmelz (Alt.) Anton Semprivivo Jeffrey R. Wall Taylor Weisleder SOUTHERN REGION (Atlantic, Burlington, Camden, CapeMay, Cumberland, Gloucester, Mercer, Salem) Ronald E. Baus, Jr. Drew Coleman Allan C. Eastlack, Sr. Thomas J. Hessert, Jr. (Alt.) William Kassner John R. Lilliston James McCormick Robert D. McCormick (Alt.) Paul J. Muller, Jr. (Alt.) Herb Schwartz Tina C. Wright 4 Chairman’s Message LAWRENCE W. KULL 5 President’s Message JAMES B. APPLETON 7 NADA Director’s Message MARCY H. MAGUIRE 8 Building the “Perfect” Fixed Ops Department ROB CAMPBELL 10 A Guide to Selling More Service KEN CARLSON 12 Service Department Compliance Issues PATRICK COX, ESQ. 16 Behavioral Modification Pay Plans... Getting All Your Ducks Quacking Together! RAY BRANCH AND DON HELMEY 18 It’s Not “Just a Recall” GREGG CRISS 22 How to Cope With Major Changes In The Parts Department MIKE NICHOLES 24 Beyond Security: Video Surveillance Helps Dealerships With Daily Business Operations RAY SCHENK