<br />
4 JIM ZIEGLER<br />
Hillary Clinton draws ire<br />
as NADA speaker pick.<br />
11 SURVEYS<br />
Does asking 233 questions of<br />
new car buyers exceed the limit?<br />
26<br />
PRO TEC T ING<br />
T HE BACKEND T URF<br />
How dealers can fend off competition from<br />
service-center chains and independent shops.<br />
ON PAGE 20<br />
A PENTON PUBLICATION<br />
CROSS SHOPPERS<br />
Some dealers make themselves<br />
well known to online consumers.<br />
August 2013<br />
<br />
Volume 47, Number 8<br />
8<br />
Sign points to No.1 Chevy<br />
store in Phoenix.<br />
ON THE COVER:<br />
20 Protect the Backend Turf<br />
Dealers do well selling cars, but can stumble in service operations.<br />
By Steve Finlay<br />
FEATURES:<br />
7 Chrysler: Minivan Market Lives On<br />
Auto maker mum on w<a title="August 2013 page 1" href="http://viewer.zmags.com/publication/a8d594ef?page=1"> 4 JIM ZIEGLER Hillary Clinton draws i</a>
<a title="August 2013 page 2" href="http://viewer.zmags.com/publication/a8d594ef?page=2"> </a>
<a title="August 2013 page 3" href="http://viewer.zmags.com/publication/a8d594ef?page=3"> Volume 47, Number 8 </a>
<a title="August 2013 page 4" href="http://viewer.zmags.com/publication/a8d594ef?page=4"> EDITOR'S FORUM BY STEVE FINLAY We welcome readers</a>
<a title="August 2013 page 5" href="http://viewer.zmags.com/publication/a8d594ef?page=5"> Trade-in magnet. Digital Retailin</a>
<a title="August 2013 page 6" href="http://viewer.zmags.com/publication/a8d594ef?page=6"> THE WAY I SEE IT BY JIM ZIEGLER We welcome reader</a>
<a title="August 2013 page 7" href="http://viewer.zmags.com/publication/a8d594ef?page=7"> SUPERIOR WEAR PROTECTION, PROVEN IN NEW YORK TAXI</a>
<a title="August 2013 page 8" href="http://viewer.zmags.com/publication/a8d594ef?page=8"> OUTPUT Supply Strained Tight capacity could cap s</a>
<a title="August 2013 page 9" href="http://viewer.zmags.com/publication/a8d594ef?page=9"> SEGMENTS Chrysler: Minivan Market Lives Aut</a>
<a title="August 2013 page 10" href="http://viewer.zmags.com/publication/a8d594ef?page=10"> WARD'S TOP 500 DEALER PROFILE Hard Work, No</a>
<a title="August 2013 page 11" href="http://viewer.zmags.com/publication/a8d594ef?page=11"> Bill Day President and Partner, Lone Star Automot</a>
<a title="August 2013 page 12" href="http://viewer.zmags.com/publication/a8d594ef?page=12"> WARD'S TOP 500 DEALER PROFILE Brothers Scott (lef</a>
<a title="August 2013 page 13" href="http://viewer.zmags.com/publication/a8d594ef?page=13"> SURVEYS FROM THE WARDSAUTO BLOG: You Want Me</a>
<a title="August 2013 page 14" href="http://viewer.zmags.com/publication/a8d594ef?page=14"> PRICING Customer Isn't Always Right Pricing</a>
<a title="August 2013 page 15" href="http://viewer.zmags.com/publication/a8d594ef?page=15"> Customers want better than best price. effort, </a>
<a title="August 2013 page 16" href="http://viewer.zmags.com/publication/a8d594ef?page=16"> MANUFACTURERS Auto Makers Get Hungry Increa</a>
<a title="August 2013 page 17" href="http://viewer.zmags.com/publication/a8d594ef?page=17"> <($56 $872027,9(,17(51(7 6$</a>
<a title="August 2013 page 18" href="http://viewer.zmags.com/publication/a8d594ef?page=18"> BRANDS Comeback of the Bluebloods British a</a>
<a title="August 2013 page 19" href="http://viewer.zmags.com/publication/a8d594ef?page=19"> TD Auto Finance See what our service can do for</a>
<a title="August 2013 page 20" href="http://viewer.zmags.com/publication/a8d594ef?page=20"> TECH TRENDS Generation Wired Free cars from</a>
<a title="August 2013 page 21" href="http://viewer.zmags.com/publication/a8d594ef?page=21"> NAME GAME No Wonder It's Called Branding Names li</a>
<a title="August 2013 page 22" href="http://viewer.zmags.com/publication/a8d594ef?page=22"> 2013 Protect the Backend Turf How dealers ca</a>
<a title="August 2013 page 23" href="http://viewer.zmags.com/publication/a8d594ef?page=23"> must, Hult says. “None of this works without the </a>
<a title="August 2013 page 24" href="http://viewer.zmags.com/publication/a8d594ef?page=24"> 2013 Rank Dealership Owner/Principals </a>
<a title="August 2013 page 25" href="http://viewer.zmags.com/publication/a8d594ef?page=25"> 2013 Rank Dealership Owner/Principals </a>
<a title="August 2013 page 26" href="http://viewer.zmags.com/publication/a8d594ef?page=26"> DEALER MANAGEMENT Prepare for Strong Second Half </a>
<a title="August 2013 page 27" href="http://viewer.zmags.com/publication/a8d594ef?page=27"> Feds Step Up Ad Scrutiny How to avoid appearing o</a>
<a title="August 2013 page 28" href="http://viewer.zmags.com/publication/a8d594ef?page=28"> PROFITCENTER: INTERNET MARKETING In Search </a>
<a title="August 2013 page 29" href="http://viewer.zmags.com/publication/a8d594ef?page=29"> PROFITCENTER: FINANCE & INSURANCE Look Over</a>
<a title="August 2013 page 30" href="http://viewer.zmags.com/publication/a8d594ef?page=30"> PROFITCENTER: FINANCE & INSURANCE F&I Depts</a>
<a title="August 2013 page 31" href="http://viewer.zmags.com/publication/a8d594ef?page=31"> PROFITCENTER: SALES It's a Joint Venture Ma</a>
<a title="August 2013 page 32" href="http://viewer.zmags.com/publication/a8d594ef?page=32"> PROFITCENTER: FIXED OPERATIONS Auto Techs Deserve</a>
<a title="August 2013 page 33" href="http://viewer.zmags.com/publication/a8d594ef?page=33"> It is easy to impose a change on them</a>
<a title="August 2013 page 34" href="http://viewer.zmags.com/publication/a8d594ef?page=34"> END GAME BY DAVID C. SMITH Iceman's Big </a>
<a title="August 2013 page 35" href="http://viewer.zmags.com/publication/a8d594ef?page=35"> </a>
<a title="August 2013 page 36" href="http://viewer.zmags.com/publication/a8d594ef?page=36"> 0''& (4'5* 1((.'#5' +08'0614;! (KPFOQTGVJC</a>