Pub. 2 2019-2020 |Issue 1

2 CONTENTS 8 FALL 2019 16 ©2019 UtahAutoDealer |ThenewsLINKGroup,LLC.Allrightsreserved.The UtahAutoDealer is published four times each year by The newsLINK Group, LLC for the New Car Dealers of Utah and istheofficialpublicationforthisassociation.The informationcontained inthispublication is intended to provide general information for review, consideration and dealer education. 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 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 Car Dealers of Utah, 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 serviceadvertised. UtahAutoDealer isacollectiveworkandassuchsomearticlesaresubmitted by authors who are independent of the New Car Dealers of Utah (NCDU). While the New Car Dealers of Utah encourages a first print policy, in cases where this is not possible, every effort has beenmade to comply with any known reprint guidelines or restrictions. Content may not be reproduced or reprinted without prior written permission. For further information, please contactthepublisherat:855.747.4003. 21 4 TRAINING FOR EXCELLENCE IN ALL AREAS OF THE DEALERSHIP 7 BY 2020, CUSTOMER EXPERIENCE WILL OVERRIDE PRICE AND PRODUCT AS THE KEY BRAND DIFFERENTIATOR 8 EXPERIENTIAL BRANDING MATTERS BECAUSE “SHE” IS THE INFLUENCER 12 WHY DOES IT MATTER; WHY SHOULD YOU TAILOR THE BRAND EXPERIENCE TO THE DECISION MAKER, THE WOMAN? 13 DEALERWEBSITE ADA COMPLIANCE ISSUES 16 2019 NEW BUILDING OPEN HOUSE AND RIBBON CUTTING 18 Q&A ON SOCIAL MEDIA IN DEALERSHIPS WITH ALLAN SHINNEY 19 SOCIAL MEDIA 21 THE NCDU’S GOODWHEELS GOLF TOURNAMENT