counterman: parts 2013

Where, How & Why Your Customers Buy

Professional Automotive Repair Technician Survey

2013

PUBLISHERScott Shriber330-670-1234, Ext. [email protected]

EDITORIALMark PhillipsEditor330-670-1234, Ext. [email protected]

Amy AntenoraManaging Editor330-670-1234, Ext. [email protected]

BABCOX RESEARCHBob Roberts Market Research Manager330-670-1234, Ext. [email protected]

GRAPHIC DESIGNLisa DiPaoloGraphic Designer330-670-1234, Ext. [email protected]

ADVERTISING SERVICESTina PurnellAdvertising Services Manager330-670-1234, Ext. [email protected]

CIRCULATION SERVICESBrad MitchellDirector of eMedia & Audience Development330-670-1234, Ext. [email protected]

Pat RobinsonCirculation Manager330-670-1234, Ext. [email protected]

Ellen MaysCirculation Specialist330-670-1234, Ext. [email protected]

CORPORATEBill Babcox, PresidentGreg Cira, V.P., Chief Financial Officer,

SecretaryJeff Stankard, V.P.Beth Sheetz, Controller

IN MEMORIUM Edward S. Babcox (1885-1970)

FounderTom B. Babcox (1919-1995)

Chairman

Contents

Professional Automotive Repair Technician Survey

2013

A/C Compressors...................................4Air & Oil Filters ......................................6Batteries .................................................8Wheel Bearings & Hub Units ..............10Belts & Hose Replacement .................12Brake & Friction ...................................14Cabin Air Filters ...................................16Catalytic Converters ............................18Chassis Parts, Steering &

Ball Joints...........................................20Clutch Kits ............................................22

Condensers & Radiators .....................24Engine Hard Parts................................26Fuel Pumps...........................................28Cooling System Stop Leak ..................30Oxygen Sensors...................................32Shocks & Struts....................................34Spark Plugs ..........................................36Starters & Alternators .........................38Tire Pressure Monitor Systems ...........40Water Pumps........................................42Wiper Blades........................................44

counterman.com/ASAP for reader service

Where, How & Why They BuyThirteen years ago, Counterman began surveying repairshops and technicians annually to determine where, howand why they source specific automotive parts and products.The resulting data has been published every Fall in TheProfessional Automotive Repair Technician Survey (PARTS).Counterman surveyed 150 technicians for this year’s study.

NUMBER OF JOBS

This data reflects theaverage number ofjobs repair shopsperform on a monthlybasis for each productcategory.

SOURCING CRITERIA

Shops choose aparticular source for avariety of reasons. Thisdata reveals whatthose criteria are:quality of sales reps,fast delivery,availability, etc.

STOCKING TRENDS

This number showsthe percentage ofrepair shops thatactually stock thisproduct on-site.

NUMBER OFSOURCES

This data revealshow many sourcesthe average repairshop uses for aparticular productcategory.

BUYING CRITERIA

Shops buy productsfor specific reasons.This shows whatthose criteria are:price, storerecommendation,brand preference,etc.

WHO’S THEPRIMARY SOURCE?

Repair shops sourceproduct from manyentities — jobbers,retailers, WDs, etc.This data detailsexactly where shopssource a given part orproduct.

Sales Key

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3Median number

of jobs per monthrequiring this

3%Shops that stock this part

2.7Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

46%

9%

18%

5%

7%

15%

42%

10%

20%

10%

4%

14%

Sourcing Criteria

What is the Shop’s Primary Source? Why is That Primary Source a Shop’s First Call?

2012 20132012 2013

Fastest Delivery

Best Sales Reps

It’s Always Available

It’s the Only Source

Liberal Returns Policy

17%

44%

45%

5%

4%

19%

33%

26%

2%

6%

Brand Criteria & Analysis If an A/C system is leakingrefrigerant, eventually therefrigerant will get so lowthat the system no longerprovides much, if any,cooling. Most A/C systemshave a low-pressure cut-offswitch that prevents thecompressor clutch fromengaging if the refrigerantcharge is too low to protectthe compressor frompossible damage.

I Trust My Source toChoose the Brand

It’s the Lowest PriceI’ll Use Whatever is

AvailableI Only Use the Brand

I Trust

14%22%

�� 2012 ��2013

6% 5% 6% 5%

A/C Compressors

4 P.A.R.T.S. 2013

69%73%

25Median number



2.5Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

50%

13%

17%

4%

6%

9%

44%

16%

20%

4%

8%

8%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




29%

34%

46%

4%

2%

27%

30%

22%

5%

1%

Brand Criteria & Analysis A filter’s main purpose is totrap abrasive particlesbefore they can do anyharm. That’s true of airfilters, oil filters, fuel filtersand transmission filters. Allfilters, even “lifetime”ones, have a limitedservice life and eventuallybecome clogged with dirt,wear particles, rust andother debris.




I Trust

12% 13%

�� 2012 ��2013

14%6% 5% 5%

Air & Oil Filters

6 P.A.R.T.S. 2013

76%69%

5Median number



1.9Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

36%

9%

36%

2%

0%

16%

29%

13%

33%

5%

3%

17%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




21%

34%

38%

11%

2%

19%

35%

26%

8%

6%

Brand Criteria & Analysis How long a battery lastsdepends on batteryconstruction (conventionalwet cell or AGM, and thedurability of the cell platesand connectors), theoperating conditions, the number ofdischarge/charge cycles ithas experienced, and thecondition andperformance of thevehicle’s charging system.




I Trust

12% 11%

�� 2012 ��2013

2% 6% 3% 1%

Batteries

8 P.A.R.T.S. 2013

82%83%

5Median number



2.9Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

51%

17%

19%

4%

6%

3%

50%

15%

17%

4%

9%

5%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




30%

31%

41%

2%

3%

24%

35%

32%

1%

1%

Brand Criteria & Analysis A wheel bearing is themost critical componentof a braking system. Itpositions the wheel androtor to the caliper, thewheel and drum to thebacking plate andcontrols the input to thewheel speed sensor.




I Trust

10% 7%

�� 2012 ��2013

7% 5% 1% 5%

Wheel Bearings & Hub Units

10 P.A.R.T.S. 2013

82% 83%

8Median number



3.1Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

58%

13%

15%

3%

9%

3%

46%

19%

19%

4%

6%

6%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




29%

34%

39%

3%

2%

33%

33%

24%

2%

2%

Brand Criteria & Analysis Belts are a wear item, and when they fail, yourcustomer needs areplacement now. Theonly trick to selling belts is to make sure yourcustomer gets the correctone for his or her engine.The same goes for hoses.Selecting the wrongproduct for the applicationcan have seriousconsequences.




I Trust

13% 10%

�� 2012 ��2013

5% 2% 1% 2%

Belts & Hose Replacement

12 P.A.R.T.S. 2013

81% 86%

20Median number



3.2Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

48%

19%

20%

6%

5%

2%

49%

16%

16%

4%

10%

5%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




34%

30%

40%

3%

3%

25%

31%

30%

2%

3%

Brand Criteria & Analysis Follow the friction recom-mendations provided by thebrake manufacturer. Mostbrake suppliers offer a rangeof specially formulated friction materials in their product lines. They mayhave “good,” “better” and“best” products, with goodbeing some type of low-costeconomy pad, better beingan OEM equivalent type offriction material and best being some type of premium friction material.




I Trust

9% 6%

�� 2012 ��2013

4% 5% 1% 1%

Brake Friction

14 P.A.R.T.S. 2013

88%86%

6Median number



2.7Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

48%

17%

21%

3%

6%

6%

Sourcing Criteria


20132013

Fastest Delivery

Best Sales Reps




39%

3%

28%

28%

2%

Brand Criteria & Analysis Depending on the type offilter, recommended re-placement intervals canrange from once a year orevery 15,000 miles, up to 3years or 30,000 miles. Driving on dusty roadswould obviously requiremore frequent filterchanges, yet many motoristsare totally unaware their vehicle has a cabin air filter,let alone how often it shouldbe changed or how to replace it.




I Trust

7%

��2013

14% 17%

62%

Cabin Air Filters

16 P.A.R.T.S. 2013

2Median number



2.6Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

35%

9%

19%

17%

3%

17%

35%

4%

28%

16%

6%

11%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




14%

41%

32%

11%

1%

27%

32%

28%

12%

3%

Brand Criteria & Analysis New original equipmentconverters are covered byan 8-year/80,000-milefederal emissions warranty,or up to 15 years/150,000miles on some Californiahybrid vehicles. Once aconverter is out of warranty,it can be replaced with anaftermarket converter. Thereplacement must be thesame type as the original.




I Trust

13% 17%

�� 2012 ��2013

10% 5% 4% 5%

73% 72%

Catalytic Converters

18 P.A.R.T.S. 2013

10Median number



3.1Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

52%

16%

19%

5%

4%

3%

51%

13%

17%

3%

10%

6%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




30%

31%

42%

1%

3%

23%

35%

32%

1%

1%

Brand Criteria & Analysis The demand forreplacement chassis partshas remained fairly steadyin recent years. Thedemand for replacementparts is a function ofvehicle age and milesdriven. In a soft economy,people are keeping theirvehicles longer than everbefore. I Trust My Source to

Choose the BrandIt’s the Lowest Price

I’ll Use Whatever isAvailable

I Only Use the Brand I Trust

9% 7%

�� 2012 ��2013

7% 8% 1% 1%

Chassis Parts, Steering & Ball Joints

20 P.A.R.T.S. 2013

84%83%

1Median number



2.6Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

45%

13%

23%

2%

7%

10%

45%

14%

15%

2%

12%

12%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




26%

30%

45%

2%

3%

20%

39%

31%

2%

2%

Brand Criteria & Analysis The clutch mates the en-gine with the transmissionso engine torque can flowto the drivetrain. The clutchgets quite a workout be-cause it has to be engagedand disengaged every timethe vehicle starts, stopsand shifts gears. Sellingyour customer a completeclutch kit guarantees theparts are properlymatched.




I Trust

13% 12%

�� 2012 ��2013

6% 5% 1% 6%

Clutch Kits

22 P.A.R.T.S. 2013

77%80%

4Median number



2.9Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

34%

9%

34%

2%

8%

13%

35%

15%

24%

3%

9%

13%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




28%

30%

46%

1%

2%

18%

37%

34%

3%

1%

Brand Criteria & Analysis When cooling systems arenot maintained, it cancause cooling problems,overheating and radiatorfailure. Today’s coolants lasta long time (up to 5 yearsor 150,000 miles,whichever comes first). Buteventually, the corrosion inhibitors in the antifreezewear out and allow electrolytic corrosion to attack the system from the inside out.




I Trust

15% 11%

�� 2012 ��2013

9% 10% 7% 11%

69% 69%

Condensers & Radiators

24 P.A.R.T.S. 2013

2Median number



2.8Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

58%

9%

10%

4%

8%

12%

52%

16%

16%

7%

5%

4%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




23%

40%

44%

4%

2%

19%

32%

31%

3%

3%

Brand Criteria & Analysis Engine gaskets includehead gaskets, valve coverand pan gaskets, intake andexhaust manifold gaskets,timing cover gaskets,thermostat and throttlebody gaskets, valve guideseals, and crankshaft andcamshaft seals. Gaskets aresold individually or in setsthat include all of thegaskets and seals neededfor a particular repair job.




I Trust

18% 16%

�� 2012 ��2013

4% 1% 2% 2%

76%

Gaskets

26 P.A.R.T.S. 2013

81%

2Median number



3.4Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

49%

17%

17%

7%

6%

4%

50%

14%

17%

7%

7%

5%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




24%

39%

33%

3%

2%

29%

33%

31%

2%

4%

Brand Criteria & Analysis Fuel pumps have a high return rate because anynumber of things may prevent the engine fromgetting fuel. Commoncauses of no fuel include aplugged fuel filter, blockedfuel line, blown fuel pumpfuse, bad fuel pump relay,electrical faults in the fuelpump wiring (opens, shortsor excessive resistance), adead fuel pump or no fuelin the tank.




I Trust

15% 15%

�� 2012 ��2013

2% 4% 2% 2%

81% 79%

Fuel Pumps

28 P.A.R.T.S. 2013

4Median number



2.5Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

49%

23%

10%

1%

1%

17%

44%

20%

15%

2%

5%

14%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




25%

28%

30%

3%

1%

35%

39%

28%

7%

4%

Brand Criteria & Analysis Brand name is highlyinfluential in this category.Jobbers by far are the go-to suppliers for coolantsystem stop leakproducts.

Sixty-percent of shopssurveyed perform coolantsystem repairs.




I Trust

7%18%

�� 2012 ��2013

9% 8% 9% 9%

75%65%

Cooling System Stop Leak

30 P.A.R.T.S. 2013

4Median number



3.2Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

46%

18%

15%

12%

6%

2%

52%

13%

18%

6%

8%

3%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




20%

35%

31%

2%

1%

34%

41%

29%

3%

3%

Brand Criteria & Analysis A bad oxygen sensor isone of the most commonreasons for failing anemissions test, accordingto EPA research. Mostoxygen sensors do nothave a scheduled serviceinterval and are onlyreplaced if they havefailed or are causing adrivability, fuel economyor emissions problem.




I Trust

17% 13%

�� 2012 ��2013

4% 5% 0% 3%

79% 79%

Oxygen Sensors

32 P.A.R.T.S. 2013

4Median number



2.8Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

50%

15%

21%

3%

6%

6%

46%

20%

17%

2%

10%

5%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




29%

32%

44%

1%

2%

21%

36%

32%

1%

2%

Brand Criteria & Analysis Shock absorbers (and struts)provide ride control for avehicle’s suspension. Hydraulic shocks have beenused since the earliest daysof the automobile to reducesuspension jounce and rebound. Without such control, wheels can bounceand lose traction, tire wearcan suffer and the vehicle’soccupants can be subjectedto a rough and bouncy ride.




I Trust

7% 8%

�� 2012 ��2013

5% 6% 2% 5%

Shocks & Struts

34 P.A.R.T.S. 2013

82%86%

8Median number



2.8Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

43%

21%

21%

3%

6%

6%

47%

21%

13%

5%

10%

4%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




35%

32%

40%

1%

2%

24%

31%

32%

0%

2%

Brand Criteria & Analysis When a vehicle needsspark plugs, it’s importantto capitalize on the salesopportunity. A good ruleof thumb is to replacesame with same or better.If an engine was factory-equipped with platinum oriridium long-life sparkplugs, they should bereplaced with the same.I Trust My Source to

Choose the BrandIt’s the Lowest Price

I’ll Use Whatever isAvailable

I Only Use the Brand I Trust

7% 6%

�� 2012 ��2013

5% 5% 2% 3%

Spark Plugs

36 P.A.R.T.S. 2013

87%86%

4Median number



2.8Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

57%

10%

14%

2%

9%

9%

46%

18%

16%

4%

7%

9%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




20%

37%

41%

4%

5%

21%

36%

28%

2%

6%

Brand Criteria & AnalysisRotating electrical components, such as startersand alternators, often have tobe replaced on older, high- mileage vehicles. The firstsign of trouble when an alternator is failing is a low ordead battery. On a late-model vehicle, not only canthat cause a no-start, it alsocan cause the loss of“learned” data in the power-train control module andother modules throughoutthe vehicle.




I Trust

11% 15%

�� 2012 ��2013

5% 1% 2% 2%

Starters & Alternators

38 P.A.R.T.S. 2013

82%82%

4Median number



2.5Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

38%

8%

21%

17%

4%

13%

36%

12%

12%

19%

4%

17%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




27%

30%

43%

5%

4%

20%

30%

29%

9%

3%

Brand Criteria & Analysis By the time the tires areworn out, the TPMS sensorsmay be nearing the end oftheir useful service life — orthey may not have enoughremaining battery life to lastanother set of tires.The lithium ion batteries in-side TPMS sensors may lastanywhere from five to 10years. Five to six years is amore typical lifespan forolder TPMS sensors.




I Trust

13% 14%

�� 2012 ��2013

3% 7% 10% 13%

Tire Pressure Monitor Systems

40 P.A.R.T.S. 2013

66%74%

4Median number



3.2Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

51%

14%

16%

8%

8%

2%

Sourcing Criteria


20132013

Fastest Delivery

Best Sales Reps




53%

1%

15%

22%

8%

Brand Criteria & Analysis A water pump is fairly simpleand consists of a cast iron,aluminum or stamped steelhousing, a shaft-mounted“impeller” that moves thecoolant through the pump, ashaft seal (usually ceramic)and ball or roller bearings tosupport the shaft. Seal failurewill allow coolant to leak outof the pump, while bearingfailure will often make thepump noisy.




I Trust

28%

��2013

8%0%

64%

Water Pumps

42 P.A.R.T.S. 2013

12Median number



2.4Average number

of sources

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

46%

15%

20%

3%

8%

8%

39%

17%

22%

4%

8%

10%

Sourcing Criteria


2012 20132012 2013

Fastest Delivery

Best Sales Reps




28%

33%

48%

1%

2%

25%

32%

24%

5%

2%

Brand Criteria & AnalysisGood wipers are a mustfor keeping the windshield clean.Wiper blades don’t lastforever. Yearly wiperchanges are recommended for mostvehicles to maintain optimum wiping performance.




I Trust

12% 12%

�� 2012 ��2013

14% 11% 8% 6%

Wiper Blades

44 P.A.R.T.S. 2013

71%66%

counterman: parts 2013

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