Dealers can widely vary in their performance, with some fitting in the “excellent” category on one side of the spectrum, to others falling into the “needs improvement” category on the other side. The metrics collected by NASB (service retention, sales, customer satisfaction, staff satisfaction and turnover, fixed absorption, etc.) can help identify how a dealer performs, yet communicating this performance to the dealer and encouraging them to improve poses a different, more difficult challenge. This session will focus on encouraging excellence rather than punishing underperformance. Questions to discuss will include: 
• What are OEMs doing to Incentivize dealers to improve?  
• How are OEMs ensuring that top performers continue to be rewarded?  
• What metrics are OEMs measuring dealer performance on? What qualifies as a “high
performing” dealer?
• How do these programs differ based on the field staff responsible for
implementing/administering them?