product & presentation/day 1 -...

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Product & Presentation/Day 1 Needs Assessment Review Objectives:

By the end of this session:

You will know the benefits of a thorough Needs Assessment.

You will review a Needs Assessment mystery shop and provide feedback.

You will share and refine your DIY Needs Assessment forms by practicing the Needs Assessment.

Product & Presentation/Day 1

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Needs Assessment Objectives

What are we trying to do?

1. Determine the customer’s core needs (rational reasons to buy)

2. Determine the customer’s Buying Motives (emotional reasons to buy)

3. Identify 3-5 “hot button” features

4. Land the customer on a Volkswagen model

5. Obtain permission to begin the Vehicle Presentation

Sales Process Time Management

Where does the Needs Assessment occur on the

Time Management Pyramid?

Why is more time given to the Needs Assessment?

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Evaluating Needs Assessment: Mystery Shop Video

Did the Sales Consultant…

1. Use open-ended questions effectively? YES NO

2. Use drill-down questions effectively? YES NO

3. Determine the customer’s core needs (rational reasons to buy)? YES NO

4. Identify the customer’s Buying Motives (emotional reasons)? YES NO

5. Determine the customer’s current level of knowledge of the vehicle? YES NO

6. Ask about the customer’s current vehicle (likes/dislikes)? YES NO

7. Demonstrate relaxed body language (including eye contact)? YES NO

8. Put the customer at ease? YES NO

9. Continue to build rapport (make a connection with the customer) YES NO

10. Land the customer on a specific model and trim? YES NO

11. Determine 3-5 “hot button” features to present during the Vehicle Presentation? YES NO

12. Transition to the Vehicle Presentation? YES NO

What did the Sales Consultant do? What was the impact on the customer? What could be improved?


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Needs Assessment Practice

Activity directions:

Work in pairs

Practice your Needs Assessment

− Use your DIY Needs Assessment form

− Practice using drill-down questions

Customer: Start with any Volkswagen model

Sales Consultant: Identify 2 features to present during a Vehicle Presentation

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Volkswagen Needs Assessment

Prepared by:________________________

Customer Information: Transition Questions: Rapport Building: Vehicle Presentation:


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Volkswagen Needs Assessment

Prepared by:________________________

Customer Information: Transition Questions: Rapport Building: Vehicle Presentation:

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Product & Presentation/Day 1 Volkswagen Model Hands-On Part I Objectives:

By the end of this session:

You will get hands-on with Volkswagen vehicles.

You will explore the details that set Volkswagen apart from the competition.


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On-Vehicle Discovery

Work with your team

You are assigned a Volkswagen model

Individually: think of 5 interesting features

− Look at the details

− Tell a story about Volkswagen

Discuss with your team and agree on 5 features for your vehicle

− Every member of your group presents!

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Vehicle #1

My team’s Volkswagen model:

5 Interesting Features on our Volkswagen:

Feature #1: Feature #2 Feature #3 Feature #4 Feature #5


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Vehicle #2




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Vehicle #3





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Vehicle #4




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Notes:


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Notes:

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Product & Presentation/Day 1 Volkswagen Model Line-Up Objectives By the end of the session:

You will have a foundational knowledge of the Volkswagen model line-up.

You will be able to explain the benefits of key Volkswagen models in a concise, engaging manner.


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Volkswagen Model Line-Up Activity

Work in teams

Complete the chart for your assigned vehicles

Use vw.com as your primary source

Be prepared to present your models to the group

− Every member of the group must participate!

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Volkswagen Golf (MkVII)

Price Range

Price: Most popular model

Powertrain Options

1.8L 4-cylinder TSI Engine (EA888) _______ hp @ ________ rpm _______ lb.-ft. @ ________ rpm _______-speed manual _______-speed automatic Acceleration (0-60 mph) Manual: ________ seconds Automatic: ________ seconds Fuel economy (S model) Manual Transmission: City: ______ / Highway: ______ Automatic Transmission: City: ______ / Highway: ______

Cargo Space (cubic feet)

Seats up: __________ / Seats folded**: __________

Where is it built?

What does the name mean?

**HINT: Try Edmunds.com or U.S. News


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Volkswagen GTI (MkVII)

Price Range


Powertrain Options

2.0L 4-cylinder TSI Engine (EA888) _______ hp @ ________ rpm _______ lb.-ft. @ ________ rpm _______-speed manual _______-speed DSG Acceleration (0-60 mph) Manual: ________ seconds DSG: ________ seconds Fuel economy (S Model) Manual Transmission: City: ______ / Highway: ______ DSG Transmission: City: ______ / Highway: ______


Seats up: __________ / Seats folded**: __________

Where is it built?


**HINT: Try Edmunds.com or U.S. News

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Volkswagen Jetta Sedan

Price Range


Powertrain Options

S & SE

1.4L TSI 4-cylinder Engine _____ hp @ _______ rpm _____ lb.-ft. @ ____ rpm _______-speed manual _______-speed automatic Fuel economy

Manual Transmission: City: ____ / Highway: ____ Automatic Transmission: City: ____ / Highway: ____

Sport/SEL/SEL Premium

1.8L TSI 4-cylinder Engine _____ hp @ _______ rpm _____ lb.-ft. @ ____ rpm _______-speed manual _______- speed automatic Fuel economy


SEL Premium

1.4L TSI Hybrid _____ hp @ _______ rpm _____ lb.-ft. @ ____ rpm

Electric Motor _____ hp _____ lb.-ft. _______-speed DSG Fuel economy

DSG Transmission: City: ____ / Highway: ____


Gas/TDI: __________ / Hybrid: __________

Where is it built?



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Volkswagen Passat

Price Range


Powertrain Options

1.8T 4-cylinder TSI Engine _____ hp @ _______ rpm _____ lb.-ft. @ ____ rpm _______-speed manual _______-speed automatic Fuel economy


3.6L VR6 Engine _____ hp @ _______ rpm _____ lb.-ft. @ ____ rpm _______-speed DSG Fuel economy

DSG Transmission: City: ____ / Highway: ____


Seats up: __________

Where is it built?


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Volkswagen Eos

Price Range


Powertrain Options

2.0L 4-cylinder TSI Engine _______ hp @ ________ rpm _______ lb.-ft. @ ________ rpm _______-speed DSG Acceleration (0-60 mph) DSG: ________ seconds Fuel economy DSG Transmission: City: ______ / Highway: ______


Top up: __________ / Top down: __________

Where is it built?



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Volkswagen CC

Price Range


Powertrain Options

2.0L 4-cylinder TSI Engine _______ hp @ ________ rpm _______ lb.-ft. @ ________ rpm _______-speed manual _______-speed DSG Fuel economy (2.0T Sport) Manual Transmission: City: ______ / Highway: ______ DSG Transmission: City: ______ / Highway: ______

3.6L VR6 Engine _______ hp @ ________ rpm _______ lb.-ft. @ ________ rpm _______-speed DSG Fuel economy (SE model) DSG Transmission: City: ______ / Highway: ______


Seats up: __________

Where is it built?


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Volkswagen Beetle

Price Range


Powertrain Options

1.8L 4-cylinder TSI Engine _____ hp @ _______ rpm _____ lb.-ft. @ ____ rpm _______-speed manual _______-speed automatic Fuel economy


2.0L 4-cylinder TSI Engine _____ hp @ _______ rpm _____ lb.-ft. @ ____ rpm _______-speed manual _______-speed DSG Fuel economy

Manual Transmission: City: ____ / Highway: ____ DSG Transmission: City: ____ / Highway: ____


Seats up: __________ / Seats folded: __________

Where is it built?



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Volkswagen Tiguan

Price Range


Powertrain Options

2.0L 4-cylinder TSI Engine _______ hp @ ________ rpm _______ lb.-ft. @ ________ rpm _______-speed manual _______-speed Automatic Fuel economy Automatic Transmission (Automatic FWD): City: ______ / Highway: ______ Automatic Transmission (Automatic 4Motion) City: ______ / Highway: ______



Where is it built?


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Volkswagen Touareg

Price Range


Powertrain Options

3.6L VR6 Gasoline Engine _____ hp @ _______ rpm _____ lb.-ft. @ ____ rpm _______-speed automatic Fuel economy

Automatic Transmission: City: ____ / Highway: ____

3.0L 6-cylinder Hybrid _____ hp @ _______ rpm _____ lb.-ft. @ ____ rpm

Electric Motor _____ hp _____ lb.-ft. _______-speed automatic Fuel economy

Automatic Transmission: City: ____ / Highway: ____



Where is it built?



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Create the Headline Activity

Put your knowledge to work

Write a “headline” for your assigned models

− What it is

− What it does (benefits/unique features)

− Who you are and how you can help

Everybody presents

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Volkswagen Golf Notes: Volkswagen Golf Headline: Volkswagen GTI Notes: Volkswagen GTI Headline: Volkswagen Jetta Notes: Volkswagen Jetta Headline:


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Volkswagen Passat Notes: Volkswagen Passat Headline: Volkswagen Eos Notes: Volkswagen Eos Headline: Volkswagen CC Notes: Volkswagen CC Headline:

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Volkswagen Beetle Notes: Volkswagen Beetle Headline: Volkswagen Tiguan Notes: Volkswagen Tiguan Headline:

Volkswagen Touareg Notes: Volkswagen Touareg Headline:


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Summary and Reflection Topics covered in this session:

Hands-On Activity/Five Features

Model Line-Up


What are the most important things you learned about Volkswagen models?

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Product & Presentation/Day 1 Volkswagen Model Hands-On Part II Objectives

By the end of the session:

You will get hands-on with Volkswagen models.

You will uncover Volkswagen’s unique quality, engineering and design stories.

You will practice bringing Volkswagen’ unique advantages to life.


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Volkswagen Hands-On Part II:


Get hands-on with:

− Volkswagen models

− Unique Volkswagen features

Answer the questions in your Workbook

Be ready to share what you find!

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Hands-On Vehicle Exploration Activity objective: Get hands-on with Volkswagen models, identify cool/unique features and be ready to discuss with your customers. Instructions: See how many of the questions you can answer by investigating the available Volkswagen model(s). You may use any research materials provided for help. You may need to explore more than one vehicle (if available) to answer all the questions. Happy hunting! Section I: Front Seats Vehicle I’m working with: _________________________ 1. When most consumers think safety, they think airbags. How many airbags does your vehicle have

and where are they located?

2. Does the vehicle have front side airbags? If so, where are they mounted and what is the safety benefit of this design? NOTE: Beetle, Beetle Convertible and Eos have uniquely-designed side/thorax and head airbags, providing optimal safety with the top up or down.


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Section I: Front Seats (continued) 3. How many seat and steering wheel adjustments are available? Why is this a benefit for customers?

Seats: Steering wheel: Benefits:

4. Does the vehicle have memory seats? If so, save the current seat settings to button #1. How do you know the settings have been saved?

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Section I: Front Seats (continued) 5. Does the vehicle have controls located on the steering wheel? If so, which features can be operated

using the steering wheel controls? What are the benefits of this feature?

6. How many CDs does the radio hold? What is the process for loading/ejecting them? Does the vehicle have iPod connectivity?

7. What storage compartments are available for front seat passengers? Can any of them be cooled? What is the benefit of heated/cooled storage compartments?

8. How many auxiliary power outlets are available and where are they located? (HINT: Be sure to check the cargo area, too). What types of devices do your customers need to power/charge while they drive?


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Section II: Rear Seats Vehicle I’m working with: __________________ 9. Do the rear seats fold flat? If so, where are the controls located?

10. How sturdy is the rear seat back? Does it deform or bend when folding it flat?

11. Is there a rear “pass-through” feature? What is the benefit of this feature?

12. How many rear seat headrests does your vehicle offer? What’s the benefit of this design?

13. How many storage compartments are available for rear seat passengers? What other creature comforts can you identify (cupholders, power outlets, etc.)?

14. If working with a Touareg or Tiguan, are the rear seats adjustable? What is the benefit of this design?

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Section III: Exterior Vehicle I’m working with: __________________ 15. Standing at the side of the vehicle, wrap your hands around the b-pillar where it meets the roof. Can

you get your hands all the way around? Why do you think Volkswagens have extra strong b-pillars?

16. Still at the side of the vehicle, use your fist to measure the distance between the b-pillar and the side of the front seats. What’s the safety advantage of having the seats mounted as far inboard as possible?

17. Have a partner activate the vehicle’s hazard lights. Now, walk all the way around the vehicle – is there any angle at which you can’t see the lights flashing? Why is this important?

18. Open the doors and look at the door hinges. How would you present these as a safety feature to a customer?


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Section III: Exterior (continued) 19. With the door still open, examine the door construction. Is the door one piece of metal or several

pieces welded together? What is the benefit of Volkswagen’s design?

20. Open the fuel door. Is there a place to store the gas cap while refueling? Why is this a nice feature to have?

21. Open the rear door and locate the child safety locks. How are they activated?

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Section IV: Cargo Area

Vehicle I’m working with: __________________ 22. How many ways can you open the luggage compartment/trunk?

23. Can the trunk/hatch be closed without touching a painted surface? Why is this a benefit (Hint: think inclement weather)

24. Is there a power outlet in the rear cargo compartment? Is there a light? Outlet: Light:

25. How many cargo tie-down hooks are there in the trunk? What other cargo organization options are

available and how are they used (i.e. grocery hooks, dividers, etc.)?


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Summary and Reflection Topics covered in this session:

Hands-On Activity

Unique Features and Controls

What are three things that you discovered during this activity that will help you sell more cars?

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Product & Presentation/Day 1 Volkswagen Technology Review Objectives

By the end of the session:

You will identify and explain Volkswagen’s most innovative technologies.

You will be able to discuss Volkswagen technologies using clear, concise language.

You will be able to use technology demonstrations to build value in owning a Volkswagen.


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Volkswagen Technology Activity


Work with your team

Review each tech card

Answer the questions in your Workbook

Be ready to share what you find!

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Volkswagen Technology Cards

Instructions

Answer the following questions using the technology cards and any other research materials provided. Be ready to share what you find with the rest of the group.

1. How do Volkswagen engineers reduce turbo lag in turbocharged engines? Which design feature do

Volkswagen’s Generation III 1.8L and 2.0L TSI engines use to further reduce turbo lag?

2. How quickly can a DSG transmission change gears? What is the benefit to a GTI driver? What is the benefit to a TDI driver?

3. What is the main purpose of EDL/ASR? What are two differences between the systems?

4. What are two advantages of TSI/FSI direct injection? How is direct injection different from traditional

fuel injection?

5. How does Electromechanical Power Steering (EPS) differ from traditional hydraulic power steering?

What are the benefits of EPS compared to traditional hydraulic power steering?


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6. In some Volkswagen models, ESC comes with counter-steering support. What does it do?

7. Horsepower and Torque. What is the advantage of Volkswagen’s engine design vs. a Honda Civic (Hint: read the Horsepower and Torque card carefully)? What are the benefits to the driver?

8. What 4Motion systems does Volkswagen offer? What are the main differences?

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Volkswagen Technology Cards

9. What is the primary benefit of XDS? Which wheel does it brake when accelerating out of a corner?

10. What is the main benefit of Safety Cage Construction? What manufacturing techniques are used on the b-pillar to keep occupants safe? What are the benefits of this design beyond safety? (HINT: Think performance).

11. What is the main advantage to a “VR” engine?

12. Under what driving conditions do hybrid engines have the greatest fuel efficiency advantage compared to traditional gasoline engines?

13. Which of the five “sections” of the MQB platform is consistent across all models? What brands in the Volkswagen Group utilize an MQB platform?

14. What is one technology question (or more!) you have about a vehicle you’ve been exploring?


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Notes:

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Volkswagen Technology: Uncovered

Seven Volkswagen Technologies:

MQB (Modular Transverse Matrix) Platform

TSI/FSI Direct Injection

Turbochargers

VR Engine

DSG Transmission

ESC Stability Control

4Motion


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MQB Platform

How does Volkswagen’s MQB platform reduce costs? What are the benefits to your customers? Which Volkswagen Group brands use MQB? Additional notes:

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What unique feature allows the fuel injectors in a TSI engine to more accurately deliver the right amount of fuel at the right time?

How would you explain TSI to a customer? Additional notes:


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Volkswagen Turbochargers: How does a turbocharger work? What are the benefits of Volkswagen’s approach to turbocharging? Additional notes:

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VR Engines: When was the first Volkswagen VR engine introduced? What does “VR” stand for?

Why are VR engines important for Volkswagen models? Additional notes:


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DSG: What does “DSG” stand for? How is DSG different from a “traditional” automatic transmission? Additional notes:

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Electronic Stability Control (ESC): What is ESC? What does it do? How does ESC work? What systems are involved?

Additional notes:


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Haldex 4Motion CC and Tiguan

Electronically-controlled all-wheel drive

− ESC, ABS and EDL Integration

Standard ____________% front torque split

− Benefits of Front-Wheel Drive

− Easy maneuvering in parking lots

Up to ___________% to the rear wheels

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Torsen 4Motion Touareg only

Standard ________/_________ torque split

− Up to 60% to the front axle

− Up to 80% to the rear axle

EDL for front and rear axles

Off-road drive program

− ABS, ASR, EDL adaptation

− Downhill assistant

− Shift programming


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4Motion System Comparison:

Haldex Torsen

Vehicles Tiguan, CC Touareg (2011+)

Engine Layout Transverse Longitudinal

Control Type Electronic Mechanical

Default Power Split 100% front wheels Front: 40%

Rear: 60%

Maximum Power Split Front: 100%

Rear: 100%

Front: 60%

Rear: 80%

What are the unique benefits of Volkswagen 4Motion?

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Want more information? Go to vwwebsource.com and click on “Technology Explained” for more information on Volkswagen

technologies.


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Volkswagen Turbocharged Engines What are the benefits of the integrated exhaust manifold found on the Generation III 1.8L and 2.0L TSI engines? How is the twin-scroll turbocharger on Volkswagen’s Generation III 1.8L and 2.0L TSI engines cooled? Why is this important? Why is lightweight construction important for an engine? What performance and handling benefits does lightweight construction offer? Summary and Reflection Topics covered in this session:

Technology Card Activity

Volkswagen Technology Discussion

Volkswagen Turbocharged Engines

What are the most important things you learned about Volkswagen Technology?

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Notes


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Product & Presentation/Day 1 Layman’s Terms Activity Objectives

By the end of the session…

You will translate your Volkswagen product knowledge into layman’s term explanations you can use

with your customers.

You will create short, effective explanations that can be used during the Vehicle Presentation.

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Layman’s Term Activity


Work with your team

You’re assigned one Volkswagen technology

Create a non-technical explanation

− Similar to the “headline” from the Model Line-up activity

− Explain how it works and why it’s unique/beneficial

− Create an analogy

Be ready to present!


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Layman’s Term Activity


Write your TSI/FSI Direct Injection Layman’s Term explanation below:

What analogy could you use to explain TSI/FSI direct injection to a customer?

DSG Transmission

Write your DSG transmission Layman’s Term explanation below:

What analogy could you use to explain DSG to a customer?

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Turbochargers

Write your turbocharger Layman’s Term explanation below:

What analogy could you use to explain turbochargers to a customer?


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Product & Presentation/Day 1 Match Game Activity


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The Legendary Volkswagen Match Game\ Acronym

ESC

ASR

EDL

DSG

EPS

MFI

VR6

HBA

TSI/FSI

XDS

ATA

AFS

MDI

EPB

ICRS

KESSY

Full Name Definition

Electronic Stability Control Q

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

_____________________ ______

A Front lights that actually “turn” with the vehicle’s steering wheel to provide improved vision around corners.

B

C Shortens the braking distance in panic situations by sensing abrupt lifting of throttle and rapid brake pedal application.

D An interface that lets the driver plug-in (and charge) various audio devices, and grants control through the steering wheel buttons.

E A feature that allows the drivers of some Volkswagen models to turn off the ‘chirp’ that accompanies the locking of a vehicle.

F Allows the driver to customize vehicle settings, and access important trip and fuel consumption information.

G Engines that feature direct, or “straight” fuel injection, in order to maximize power and fuel economy, while reducing emissions.

H A system that allows the unlocking, starting, and locking of a vehicle to all be performed with the vehicle’s key in a pocket or purse.

I

A unique post-crash safety feature that, following an accident, turns on hazard lights, turns on dome lights, unlocks doors, and shuts fuel pump off from the fuel supply.

J 2 manual transmissions that can work together to simulate the appearance and functionality of an automatic. Provides better acceleration, and improved fuel economy.

K

A feature in some Volkswagen models that saves room in the center console, but more importantly is electronically controlled, and can provide a 4-wheel ABS stop in an emergency.

L Helps accelerate out of a corner by applying the brakes to the inside wheel, increasing traction.

M A very narrow-angle (10.6 degree) 6-cylinder engine that has been in use since 1991. The main benefit of this engine design is: 6-cylinder power in 4- cylinder space.

N Transfers power across an axle to ensure the wheel with grip receives the most torque. 4Motion vehicles have two of these.

O A steering system that is found in many VW products. Its main benefits are: less maintenance, improved fuel economy, and reduced parasitic drag on the engine.

P Prevents the driven wheels from spinning by using the engine management system to reduce engine torque. Active at all speeds.

Q Senses whether the vehicle is about to depart from its intended path on the road and corrects for under/oversteer.

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Notes

product & presentation/day 1 -...

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