Automotive News Canada - November 2020 - v2 - 25

25

* N O V E M B E R 2 020

Service is the saviour
The pandemic showed
dealers the bottom-line
benefit of catering to
customers hesitant to
come into the dealership
By STEPHANIE WALLCRAFT
AUTOMOTIVE NEWS CANADA

FIXED OPERATIONS - LONG THE
unsung hero of automotive retailing
- has earned greater appreciation as
the department that kept Bruce Auto
Group's seven stores in Nova Scotia
afloat during the most grueling months
of COVID-19.
And it will receive more attention long after it has eased, said JenPhilippe Martel,
the group's
vice-president of
people and culture.
" In the world
of dealerships,
sales seems to
be always taking the spotlight
because it's more
sexy. We're definitely more balanced
[today] between sales and service at
the vice-president and executive level,
making sure that we spend the necesXX

sary time and energy on the fixed side
of the business.
" We now know from experience that
when the s--- hits the fan, service keeps
us afloat. "
It's one of the key lessons the pandemic has taught dealers as they plan
for a post-pandemic marketplace.
" You need to be
adaptable, you need
to be flexible and
you need to be nimble, " said Kim Day,
COO of Steele Auto
Group in Nova
Scotia.
" While we felt
alone and there
was definitely no
Martel: " We're
playbook to surdefinitely
vive this pandemmore balanced
[today] between ic, we at least were
sharing best pracsales and
tices. ... We do have
service. "
a playbook moving
FILE PHOTO
forward, so we'll be
able to pivot quickly. "
Across the country, home delivery
and pickup services kept dealers operating throughout the government-mandated lockdown measures. These will
be an important part of the dealership
added-value arsenal for some time,
Martel said.
Customers at his group's dealerships benefit significantly from this

ISTOCK.COM PHOTO

" While we remained open for the
service, he said. As a result, the commost part, we had skeleton crews in the
pany is considering making it permafront end of the operations, so we were
nent, possibly by charging a nominal
really looking for those folks
fee to offset the added operatthat can ... be very savvy with
ing costs.
any technology, " she said.
" We have a very aged cli " You need those individent base, especially in the
uals who are technologicalMiddleton [N.S.] area, " Martel
ly savvy and comfortable to
said. " I think it might even
communicate with custombecome the expectation for
ers through text messaging,
some clients. It's convenient
Messenger, email, phone, you
for them to not have to come to
name it. "
the dealership. ...
Day: Front-line
Pat Barnes, dealer prin " For now, we're certainly
employees
cipal at Goderich Toyota,
not going to be charging cusabout 230 kilometres west of
tomers. But in the future, when need to be
Toronto, said that even in a
COVID is done, it will probably tech savvy as
more sales
small town, customers are
be something that we'll have. "
and service
interacting with dealerships
Hiring practices have also
processes
differently.
undergone a permanent shift
move online.
" They liked to hang
as COVID-19 has pushed the
FILE PHOTO
around and chat, and we can't
industry to make many aspects
have that as much anymore. I don't
of its sales and service processes availthink we'll ever come back to the origiable online. That means it's important
nal way it was. We've changed the way
to have front-line staff who can keep up
we do business. " - ANC
with emerging technologies, said Day.
* NOVEMBER 2020

Canada light-vehicle sales by nameplate, October & 10 months

Vehicles are domestic unless noted.

Table reflects Canada sales for those manufacturers that report monthly
Oct.
2020

Oct.
2019

%
chng.

10 mos.
2020

10 mos.
2019

%
chng.

HONDA CANADA
ILX ....................................
NSX ..................................
RLX (I) ..............................
TLX ...................................
Total Acura car (D/I) .......
MDX..................................
RDX ..................................
Total Acura truck ...........
Acura (D) ....................
Acura (I) .....................
Total Acura ..................
Accord ..............................
Civic (D) ..........................
Civic (I) ............................
Total Civic .........................
Clarity (I) ..........................
Fit......................................
Insight ..............................
Total Honda car (D/I) ......
CR-V .................................
HR-V .................................
Odyssey ............................
Passport ...........................
Pilot ..................................
Ridgeline ...........................
Total Honda truck ..........
Honda (D) ...................
Honda (I) ....................
Total Honda .................
Honda Canada car .........
Honda Canada truck .......
Honda Canada (D) .........
Honda Canada (I) ..........
HONDA CANADA ............

111
2
3
316
432
429
629
1,058
1,487
3
1,490
808
0
4,466
4,466
32
250
44
5,600
5,059
1,293
427
186
911
277
8,153
9,255
4,498
13,753
6,032
9,211
10,742
4,501
15,243

125
1
5
268
399
343
985
1,328
1,722
5
1,727
1,025
4,857
336
5,193
12
169
95
6,494
5,710
1,225
770
251
721
244
8,921
15,067
348
15,415
6,893
10,249
16,789
353
17,142

-11%
100%
-40%
18%
8%
25%
-36%
-20%
-14%
-40%
-14%
-21%
-
-
-14%
167%
48%
-54%
-14%
-11%
6%
-45%
-26%
26%
14%
-9%
-39%
-
-11%
-12%
-10%
-36%
-
-11%

602
23
16
2,372
3,013
2,821
6,062
8,883
11,880
16
11,896
5,545
30,592
6,902
37,494
634
1,597
351
45,621
37,540
9,037
4,925
2,522
6,470
2,538
63,032
101,117
7,536
108,653
48,634
71,915
112,997
7,552
120,549

1,657
20
50
2,867
4,594
4,062
7,896
11,958
16,502
50
16,552
10,114
49,400
5,394
54,794
902
3,235
642
69,687
49,174
11,255
8,168
2,258
6,607
2,825
80,287
143,678
6,296
149,974
74,281
92,245
160,180
6,346
166,526

-64%
15%
-68%
-17%
-34%
-31%
-23%
-26%
-28%
-68%
-28%
-45%
-38%
28%
-32%
-30%
-51%
-45%
-35%
-24%
-20%
-40%
12%
-2%
-10%
-21%
-30%
20%
-28%
-35%
-22%
-29%
19%
-28%

HYUNDAI-KIA
G70 (I) ..............................
G80 (I) ..............................
G90 (I) ..............................
Total Genesis car (I) .......
Accent ...............................
Elantra (I)..........................
Ioniq (I) ............................
Sonata (D) .......................
Sonata (I) ........................
Total Sonata ......................
Veloster (I)........................
Hyundai car (D) ............
Hyundai car (I) .............
Total Hyundai car ..........
Kona (I) ............................
Nexo (I) ............................
Palisade (I) .......................
Santa Fe (D).....................
Santa Fe XL (I).................
Total Santa Fe ...................
Tucson (I) .........................
Venue (I) ...........................
Hyundai truck (D) ..........
Hyundai truck (I) ...........
Total Hyundai truck ........
Hyundai (D) .................
Hyundai (I) ..................
Total Hyundai ...............

108
96
0
26
6
11
114
133
240
508
2,019 3,540
456
171
236
115
18
14
254
129
62
97
476
623
2,555 3,822
3,031 4,445
2,871 2,132
2
0
800
608
1,897 1,619
0
1
1,897 1,620
2,615 2,864
1,023
0
1,897 1,619
7,311 5,605
9,208 7,224
2,373 2,242
9,866 9,427
12,239 11,669

13%
-
-45%
-14%
-53%
-43%
167%
105%
29%
97%
-36%
-24%
-33%
-32%
35%
-
32%
17%
-
17%
-9%
-
17%
30%
27%
6%
5%
5%

782
967
82
281
34
65
898
1,313
2,646
5,337
19,044 33,670
3,598
3,604
2,019
3,204
142
271
2,161
3,475
836
1,295
4,665
8,579
23,620 38,802
28,285 47,381
22,485 21,791
6
8
5,947
2,977
12,059 14,612
0
2,155
12,059 16,767
19,301 25,894
6,995
0
12,059 14,612
54,734 52,825
66,793 67,437
16,724 23,191
78,354 91,627
95,078 114,818

-19%
-71%
-48%
-32%
-50%
-43%
0%
-37%
-48%
-38%
-35%
-46%
-39%
-40%
3%
-25%
100%
-17%
-
-28%
-25%
-
-17%
4%
-1%
-28%
-14%
-17%

Oct.
2020

Oct.
2019

%
chng.

10 mos.
2020

10 mos.
2019

%
chng.

Hyundai Auto Canada car ..
Hyundai Auto Canada truck
Hyundai Auto Canada (D) ..
Hyundai Auto Canada (I) ..
Hyundai Auto Canada .....
Cadenza (I) .......................
Forte (D) ..........................
Forte (I) ...........................
Total Forte .........................
K5 .....................................
Optima (D) .......................
Optima (I) ........................
Total Optima .....................
Rio ....................................
Soul (I) .............................
Stinger (I) .........................
Total Kia car (D/I) ..........
Niro (I) ..............................
Sedona (I) .........................
Seltos (I) ...........................
Sorento .............................
Sportage (I) ......................
Telluride ............................
Total Kia truck (D/I) ........
Kia Canada (D) .............
Kia Canada (I) ..............
Kia Canada ..................
Hyundai-Kia Automotive car
Hyundai-Kia Automotive truck
Hyundai-Kia Automotive (D)
Hyundai-Kia Automotive (I)
HYUNDAI-KIA AUTOMOTIVE

3,145
9,208
2,373
9,980
12,353
0
0
1,391
1,391
40
0
65
65
402
934
97
2,929
313
359
1,936
577
989
357
4,531
1,376
6,084
7,460
6,074
13,739
3,749
16,064
19,813

4,578
7,224
2,242
9,560
11,802
0
1,127
180
1,307
0
86
14
100
431
884
140
2,862
453
289
0
1,110
1,239
297
3,388
3,051
3,199
6,250
7,440
10,612
5,293
12,759
18,052

-31%
27%
6%
4%
5%
-
-
673%
6%
-
-
364%
-35%
-7%
6%
-31%
2%
-31%
24%
-
-48%
-20%
20%
34%
-55%
90%
19%
-18%
29%
-29%
26%
10%

29,183
66,793
16,724
79,252
95,976
2
9,330
2,570
11,900
40
645
92
737
3,341
6,784
958
23,762
2,536
3,278
10,263
10,766
8,446
2,342
37,631
26,464
34,929
61,393
52,945
104,424
43,188
114,181
157,369

48,694
67,437
23,191
92,940
116,131
20
10,085
3,530
13,615
0
1,351
130
1,481
4,151
10,368
1,386
31,021
3,752
4,330
0
14,107
10,490
2,683
35,362
32,377
34,006
66,383
79,715
102,799
55,568
126,946
182,514

-40%
-1%
-28%
-15%
-17%
-90%
-7%
-27%
-13%
-
-52%
-29%
-50%
-20%
-35%
-31%
-23%
-32%
-24%
-
-24%
-19%
-13%
6%
-18%
3%
-8%
-34%
2%
-22%
-10%
-14%

MAZDA CANADA
Mazda3 (D) ......................
Mazda3 (I) .......................
Total Mazda3.....................
Mazda6 (I) ........................
MX-5 Miata (I) ..................
Total Mazda car (D/I) .....
CX-3 (I) .............................
CX-30................................
CX-5 (I) .............................
CX-9 (I) .............................
Total Mazda truck (D/I) ....
Mazda Canada (D) .........
Mazda Canada (I) ..........
MAZDA CANADA ............

0
1,117
1,117
51
5
1,173
522
1,122
3,153
444
5,241
1,122
5,292
6,414

0
1,707
1,707
103
24
1,834
1,124
0
2,713
364
4,201
0
6,035
6,035

-
-35%
-35%
-50%
-79%
-36%
-54%
-
16%
22%
25%
-
-12%
6%

3,187
7,705
10,892
880
510
12,282
4,947
7,575
20,177
3,067
35,766
10,762
37,286
48,048

7,190
11,712
18,902
1,233
748
20,883
9,481
0
23,558
3,530
36,569
7,190
50,262
57,452

-56%
-34%
-42%
-29%
-32%
-41%
-48%
-
-14%
-13%
-2%
50%
-26%
-16%

SUBARU
BRZ (I) ..............................
Impreza .............................
Legacy ..............................
WRX (I) ............................
Total Subaru car (D/I) .....
Ascent ...............................
Crosstrek (I) .....................
Forester (I)........................
Outback ............................
Total Subaru truck (D/I) ...
Subaru (D) ..................
Subaru (I) ...................
SUBARU ......................

32
531
94
416
1,073
328
2,724
1,026
1,168
5,246
2,121
4,198
6,319

20
951
152
194
1,317
336
1,858
1,204
926
4,324
2,365
3,276
5,641

60%
-44%
-38%
114%
-19%
-2%
47%
-15%
26%
21%
-10%
28%
12%

507
4,984
999
2,140
8,630
2,484
13,221
9,343
8,358
33,406
16,825
25,211
42,036

606
7,808
1,450
2,380
12,244
3,363
12,546
10,854
8,682
35,445
21,303
26,386
47,689

-16%
-36%
-31%
-10%
-30%
-26%
5%
-14%
-4%
-6%
-21%
-4%
-12%

Oct.
2020

Oct.
2019

%
chng.

10 mos.
2020

10 mos.
2019

%
chng.

132
1
133
1
45
15
1
17
212
18
117
641
837
58
895
287
1,958
969
1,201
2,170
11
14
1,020
2,492
657
3,149
2
522
67
234
0
234
5,019
795
597
1,551
26
6,857
67
6,924
46
599
1,970
1,111
292
13,911
15,894
3,036
18,930
5,231
15,869
16,863
4,237
21,100

153
26
179
6
220
3
2
25
435
70
96
785
888
77
965
194
2,110
1,041
1,504
2,545
16
43
723
3,492
753
4,245
5
1,224
12
12
360
372
6,640
690
587
1,366
20
6,348
0
6,348
25
876
1,078
617
0
11,607
14,580
3,667
18,247
7,075
13,717
15,621
5,171
20,792

-14%
-96%
-26%
-83%
-80%
400%
-50%
-32%
-51%
-74%
22%
-18%
-6%
-25%
-7%
48%
-7%
-7%
-20%
-15%
-31%
-67%
41%
-29%
-13%
-26%
-60%
-57%
458%
-
-
-37%
-24%
15%
2%
14%
30%
8%
-
9%
84%
-32%
83%
80%
-
20%
9%
-17%
4%
-26%
16%
8%
-18%
1%

1,146
60
1,206
34
936
74
21
213
2,484
341
585
5,085
6,254
344
6,598
2,192
14,801
7,400
9,885
17,285
221
188
8,974
21,871
7,157
29,028
11
5,184
306
1,912
43
1,955
45,867
5,594
5,739
11,044
242
47,916
618
48,534
327
6,535
12,386
7,868
457
98,726
119,021
25,572
144,593
48,351
113,527
126,421
35,457
161,878

1,191
648
1,839
102
2,053
69
64
277
4,404
278
857
6,483
6,431
652
7,083
2,374
17,075
7,622
13,857
21,479
238
355
12,302
31,933
9,661
41,594
66
8,982
216
286
5,704
5,990
69,743
7,018
6,452
11,571
279
54,243
1,578
55,821
482
12,953
10,530
8,394
0
113,500
143,049
40,194
183,243
74,147
130,575
150,671
54,051
204,722

-4%
-91%
-34%
-67%
-54%
7%
-67%
-23%
-44%
23%
-32%
-22%
-3%
-47%
-7%
-8%
-13%
-3%
-29%
-20%
-7%
-47%
-27%
-32%
-26%
-30%
-83%
-42%
42%
569%
-99%
-67%
-34%
-20%
-11%
-5%
-13%
-12%
-61%
-13%
-32%
-50%
18%
-6%
-
-13%
-17%
-36%
-21%
-35%
-13%
-16%
-34%
-21%

VOLVO CARS N.A.
VOLVO CARS N.A. .......... 1,005

801

25%

7,209

TOYOTA CANADA
ES (D) ..............................
ES (I) ...............................
Total ES.............................
GS (I) ................................
IS (I) .................................
LC (I) ................................
LS (I) ................................
RC (I) ................................
Total Lexus car (D/I) .......
GX (I) ................................
LX (I) ................................
NX (I) ................................
RX (D) .............................
RX (I) ...............................
Total RX ............................
UX (I) ................................
Total Lexus truck (D/I).....
Lexus (D) ....................
Lexus (I) .....................
Total Lexus ..................
86 (I) ................................
Avalon ...............................
Camry ...............................
Corolla (D) .......................
Corolla (I) ........................
Total Corolla......................
Mirai (I) ............................
Prius (I) ............................
Supra (I) ...........................
Yaris (D) ..........................
Yaris (I)............................
Total Yaris .........................
Total Toyota car (D/I) ......
4Runner (I) .......................
C-HR (I) ............................
Highlander ........................
Land Cruiser (I) ................
RAV4 (D) .........................
RAV4 (I)...........................
Total RAV4 ........................
Sequoia .............................
Sienna ...............................
Tacoma .............................
Tundra...............................
Venza (I) ...........................
Total Toyota truck (D/I) ....
Toyota (D) ...................
Toyota (I) ....................
Total Toyota .................
Toyota Canada car .........
Toyota Canada truck .......
Toyota Canada (D) .........
Toyota Canada (I) ..........
TOYOTA CANADA............

8,307 -13%

Note: (D) = produced in North America; (I) = imported to Canada
Source: Automotive News Data Center and Global Automakers of Canada (GAC)
http://www.ISTOCK.COM
Automotive News Canada - November 2020 - v2

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