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Parts & Accessories Department Operations Manual CUSTOMER INTERACTION

PURPOSE 5-1 BATTERY SALES 5-9TELEPHONE HANDLING 5-1 CROSS-REFERENCING 5-15SELLING TECHNIQUES 5-3

PURPOSE

The quality of the customer service experience in the eyes of the customer is largely dependent on the person or persons that the customer speaks with either on the phone or at the dealership store. The employee’s tone of voice, choice of words, appearance, attitude, and timeliness in serving the customer are all important factors that create the overall experience for the customer. The customer may have been able to save a few dollars by buying from the internet or a competitor’s store, but a quality customer service experience available from the Dealership will keep the customer coming back over and over and over again. The core of the success of the dealership parts and accessories department is built on repeat customers. Quality and consistency with the way customers are served is what keeps them coming back. This section of the operations manual outlines techniques and practices that, when followed, aid in developing a strong base of repeat customers to ensure strong success in the parts and accessories department.

TELEPHONE HANDLING

A significant amount of time and money is spent to make the telephones at Dealerships ring. Each time the phone rings is an opportunity to sell a product, good, or service to a new or existing customer. Each call should be handled with the attitude that the call could lead to a record breaking sale.

Each call should be handled in a consistent fashion. Smile when answering the phone and use an upbeat tone of voice. Always practice this technique when taking an incoming call. A relaxed and pleasant tone of voice will put customers at ease and the call will flow better and be more effective.

Our goal is to provide the customer with a very similar experience each time they call. Customers like consistency and will come back because they know what to expect.

Incoming call initial greeting: “Thank you for choosing <Dealership name>, this is <name>”.

The customer asks to speak to a particular employee…

Paging script: “<name>, line one, <name>, line one.”

Or if the customer asks to speak with someone in the Parts Department…

© 2007 Dealership University - Confidential - 5 - 1


…say “Parts and accessories, line one, parts, line one.”

And when the Parts department employee picks up the call he/she says, “PartsDepartment, this is <name>.”

Person is available and picks up the page…

Pick-up script: from 9 am to 12 noon: he says: “Good morning, this is <name>.”

from 12 noon to 6 pm: he says: “Good afternoon, this is <name>.”

Call is delivered, now the recipient owns the call.

Person is not available and does not pick up the page…

No pick up: “I’m sorry, <name> is unavailable, can someone else take your call?”

Customer says “sure, I can speak to someone else, please give my call to another employee”…

Then page the appropriate department: “Parts and accessories line one, parts, line one.”

Or if customer says, “No, I need to speak to <name> and no one else.” then if has voice mail say…

“Would you like to leave a message for <name>?”

If customer says “yes” then transfer the call to <name>’s voice mail - now you have finished the call. If customer says no or if <name> does not have a voice mail box then offer to personally deliver a message to <name> and ask for the following:

“Your name please?” write down the name on a “While You Were Out" pad…“Phone number?” write down the phone number on the “While You Were Out"

pad”…and “Reason for your call?” write down the reason for the call on a “While You

Were Out" pad…

To end a call simply say:

“Thank you for calling, Have a good day!”



To return a call from a “While You Were Out” pad or from a voice mail message use the following introduction:

“Hi <customer’s name>, this is <employee’s first and last name> w/ <Dealership name> returning your call.”

Voice Mail Greeting script:

“Thanks for choosing <dealership name>, this is <your first and last name>. Please leave your name, number, and message. Have a good day!”

SELLING TECHNIQUES

Steps To Follow

Welcome / Greeting

Smile! Call the customer by name if possible and mention his or her machine. If you do not know their name, introduce yourself. The customer will more than likely give his or her name back and then immediately say the name back to the customer using it at least three times in the conversation that follows and WHAM-O you just memorized the customer’s name forever!

Develop Relationship

Ask the customer open-ended questions…

How long have you owned your machine?Where do you ride?What other machines do you own?What do you know about the new _________?How did you hear about our dealership?Tell me about your next planned ride.

IF YOU ARE BEHIND THE COUNTER IT IS OK TO COME OUT FROM BEHIND THERE AND CHAT WITH THE CUSTOMER – BREAK DOWN THE ‘BARRIERS’ !!!!

Understand Customer’s Wants

Ask open ended questions. Open ended question begin with words like:

WHOWHATWHERE



WHENWHYHOW

Examples:What products are you most excited about purchasing today?What brands are you familiar with?When do you plan to make this purchase?Who will be using this product?How do you feel about price vs. quality and comfort?

DON’T use closed ended questions. Closed ended questions begin with words like:

IS/WAS HAS/HAD DO/DID CAN/COULD WILL/WOULD SHALL/SHOULD

People like people that are like themselves.

Look like the other:

Match or Mirror Posture Model their gestures and movementsMatch their general energy levelMatch their rate of breathing

Sound like the other:

Speak at the same volume and tempoUse the same tone of voiceMatch sounds or noises they make

Feel like the other:

Touch them the way they touch you; i.e. handshakes, slaps on the back, etc.



Talk like the other:

Use similar terms and jargonMatch the structure of their questions

“You can make more friends in two months by becoming interested in others, than you can in two years by trying to get others interested in you.” – Dale Carnegie

Presentation

The presentation is the meat of the sales sandwich with the approach and qualifying at the beginning, and handling objections and closing at the end. More importantly, it is the point in the sale when you and the product must come alive to graphically demonstrate how your product fits your prospect's particular needs.

The basic selling truth that people buy on emotion, not logic, comes from this point in the sale. Use word pictures and demonstrate the features and benefits of your product to get the prospect emotionally involved.

If you take advantage of every opportunity to link your product with filling their needs, and your dealership to achieving their purchase plans, you can make compelling presentations that lead to more sales.

Be exciting, emotional, and different!

BECOME THE ASSISTANT BUYER

You'll become the prospect's assistant buyer by focusing on what's important to them. After all, they're the one with the money! The transition between qualifying and presentation is:

Based on what you told me…

You may want to look at…

Remember, THEY WANT WHAT THEY WANT... ...not necessarily what you'd want!

In your qualifying sequence, they told you what NOT to present, along with what IS important to them. Save your breath, and present only the features and benefits that are relevant to them!



Use between qualifying and presentation.

FEATURES AND BENEFITS

Features are the facts, figures, and details.Benefits are what the features do for the owner!

FEATURES

During your presentation, always connect the features to benefits with a bridging phrase.

Feature

…Bridge

…which means to you…so you can…This feature eliminates…allowing you to…This is important because

Benefit

If you don’t bridge features and benefits you may lose the prospect’s attention and understanding.

NAILDOWNS

Get a response from your prospect after most of your feature-bridge-benefit chains by using a naildown.

This is important because it: 1. Assures they are listening and involved2. Usually gains their agreement on the value of each benefit. 3. Exposes any concerns about something you've said. This way you can

address their questions before they turn into objections.

4. Builds buying momentum by eliciting small yes answers along the way.

(Feature –Bridge-Benefit) … Naildown



…What do you think?

… How do you like it?

… How well will this work for you?

… How important is that to you?

… Does that make sense?

Make the Naildown a natural part of your speech and you’ll become much more effective.

EXAMPLES: FEATURE-BRIDGE-BENEFIT-NAILDOWN

Feature This helmet has a quick release shield

Bridge which provides…

Benefit ease of changing shields

Naildown How important is that to you?

Feature Wind tunnel tested ventilation systemBridge What that means for you is…Benefit cooler interior helmet temperatures; more comfortNaildown Does that make sense?

Feature This is a shield lockBridge which prevents…Benefit wind from flipping your shield upNaildown How do you like that?

Feature Removable cheek pads…Bridge giving you…Benefit more adjustabilityNaildown What do you think of that?

Feature The quick release chin strap…Bridge provides…Benefit no need to adjust each time and quicker on/off transactions.Naildown How well will this work for you?



This format keep the prospect interested because it relates to his needs and asks his opinion. What this means for you is that you will know you’re on track with your presentation!

COME OUT FROM BEHIND THE COUNTER! BREAK DOWN THE BARRIERS !!!

Related Selling

If a customer asks for an oil filter, offer oil and a drain plug washer. If a customer asks for oil, offer an oil filter if applicable and a drain plug washer.

Hot Chemicals

Customers with do-it-yourself projects always need lots of chemicals. They probably will not think of everything while they are in the store. Help the customer out. Know what the different chemicals are used for and explain to the customer how the chemical is necessary or could make the job go better.

Suggest gloves to a helmet customer; suggest a helmet to a glove customer. Suggest socks to a boot customer. Suggest boots to a sock customer. Suggest a helmet slick to a helmet customer. Suggest Plexus to a helmet customer. Suggest Honda Spray Cleaner and Polish to every customer that owns a motorcycle.

Suggest OEM chemicals – the customer will have to come back to the dealership to get these quality products.

Universal Items For Every Customer

WD-40Silicone SprayMulti-Purpose LubeSea Doo LubeFogging OilTire Pressure GaugeHonda Spray Cleaner and Polish

Customer CourtesyAny employee working at the parts counter as well as anywhere in store where there are customers should be aware of any customer that walks up to the counter for assistance. If the employee is already busy helping a customer, the employee should always smile! Always smile when greeting a customer. Always strive to project a positive, upbeat image.

Counter Sales



The parts counter should be manned at all times.

HelmetsBe sure to sell the correct size. Helmets should fit as snug as possible without causing discomfort. A ‘hat size’ chart should be displayed near the helmet display. Be sure if customers are purchasing a helmet for someone not available for a fitting that the customer is aware that size accuracy may vary depending on the brand and style of helmet. Try to reduce the number of helmet returns as much as possible by asking the proper questions and encouraging the customer to bring the person in for the proper fitment. Display as many helmets in the accessories display area as possible. Helmets that are in the boxes and stored on bases are easier to sell than helmets stored in the back room.

OilsParts counter salespersons should be educated on the differences between automotive oils and motorcycle oils. Conventional 4-stroke motorcycles share the engine oil with the wet clutch and the transmission. Special properties are required of oil to perform properly in these conditions. Parts salespeople should also understand what oils are required for different types of motorcycles, especially the products sold at the dealership that the employee is assigned to.

BATTERY SALES

Most powersports batteries, unlike all other parts and accessories, are a unique item in that they are not ready to be sold when they arrive at the dealership from the vendor. There are 3 types of powersports type batteries.

Conventional batteries require electrolyte added at the dealership and the electrolyte solution must be maintained periodically throughout the life of the battery. The electrolyte is not provided with the battery when the dealership orders the battery from the vendor. The electrolyte is typically purchased from a local source independent from the battery vendor.

Maintenance free batteries are AGM (absorbed glass mat). This technology is an advanced battery design used in Yuasa's Maintenance Free Batteries that eliminates water loss. Once it's filled with acid the battery is permanently sealed - so you'll never need to fill it with water or check the acid level.

How to service a conventional motorcycle battery:

1. Be sure to sell the customer the correct battery. Once the battery is serviced it cannot be ‘un-serviced’.

2. After you are sure you are selling the customer the correct battery, install the battery bolts in the terminals before leaving the parts counter. This ensures



that the battery bolts will not be lost and reduces the amount of time spent at the battery station.

3. After you finish installing the battery bolts, remove the fill caps at the parts counter and place them in the now empty battery box.

4. DANGER! Remove the short sealing tube (normally red in color) from the vent elbow before adding electrolyte. The battery must be able to vent during filling and charging. If the sealing cap is not removed from the vent, internal gas pressure can cause battery to RUPTURE.

5. Next place a tag on the battery with the date, time of day, customer’s name, and year make and model of the customer’s machine.

6. Now you are ready to proceed to the battery charging station. When you get to the battery charging station you should put on the protective eyewear and apron. This safety gear protects your eyes, body, and clothing from acid spills and splatter.

7. When you have donned your protective gear then you are ready to fill the battery with acid. Fill each cell with the acid dispenser being careful not to spill any acid during the process. Do not fill the battery above the upper line. After

filling all the cells you may need to wait a few minutes for the acid to settle in each cell. After the acid settles and the air bubbles rise to the top fill each cell as necessary to bring the level to the upper line.

8. After properly filling the battery with acid, place a red sticker on the battery.

9. Now place the protective gear back in the designated protective gear storage area and return to your primary work area. Set a timer on 30 minutes to an hour (depending on how much time the battery instructions require).

10.After the acid soaking time is over go back to the battery station, put on the protective eyewear and apron, and place a yellow sticker over the red sticker to indicate the battery is ready to be charged.

11.Place the battery charger clamps on the battery terminals (black (-) is negative and red (+) is positive). Adjust battery charger to the recommended settings for the specific battery being charged. The battery chargers used at the dealerships are automatic and will not damage the battery due to overcharging.

How to service a maintenance free motorcycle battery:

Be sure to sell the customer the correct battery. Once the battery is serviced it cannot be ‘un-serviced’.



1. After you are sure you are selling the customer the correct battery, install the battery bolts in the terminals before leaving the parts counter. This ensures that the battery bolts will not be lost and reduces the amount of time spent at the battery station.

2. Next place a tag on the battery with the date, time of day, customer’s name, and year make and model of the customer’s machine. All batteries are typically paid for in full prior to servicing.

3. Now you are ready to proceed to the battery charging station. When you get to the battery charging station you should put on the protective eyewear and apron. This safety gear protects your eyes, body, and clothing from acid spills and splatter.

4. Let the battery stand on a level surface. Remove the foil sealing sheet.

5. Make sure the electrolyte container is for the exact battery you are servicing. Take the electrolyte container out of the vinyl bag. Detach the strip of caps - used as battery plugs later – from the container. Note: Do not peel or pierce the sealed areas of the electrolyte container.

6. Place the electrolyte container upside down with the six sealed areas in line with the six filler ports of the battery. Push the container down strongly enough to break the seals. Now the electrolyte should start to flow out. Air bubbles will come up from one or more of the right-hand three filler ports as well as one or more of the left-hand ones. Note: Do not tilt the container as the electrolyte flow may be interrupted and stop flowing.

7. Make sure air bubbles are coming up from all the six filler ports. Leave the container in this state for 20 minutes or longer. Note: If no air bubbles are coming up from a filler port, tap the bottom of the bottle two or three times. Never remove the container from the battery. Never puncture, cut, or pierce the electrolyte container.

8. Place a red sticker on the battery. This indicates that the battery has been filled and should not be charged yet because the electrolyte needs time to properly permeate the plates.

9. Be certain that the electrolyte has flowed out. Tap the bottom the same as in step 8 if there is any electrolyte left in the container. For batteries 3-12 AH, let stand for at least 30 minutes. For batteries greater than 12 AH, allow the battery to stand a minimum of 1 HOUR. This allows the electrolyte to permeate into the plates for optimum performance. Most sealed, maintenance free batteries have the amp hours printed right on the front of the battery. Set a timer on 1 HOUR (or 30 minutes depending on the AH rating of the battery).



10.The filling procedure is now complete. Newly activated sealed batteries require an initial charge. Before charging the battery, place cap strip loosely over the filling holes.

11.After the acid soaking time is over go back to the battery station, put on the protective eyewear and apron, and place a yellow sticker over the red sticker to indicate the battery is ready to be charged.

12.Place the battery charger clamps on the battery terminals (black (-) is negative and red (+) is positive). Adjust battery charger to the recommended settings for the specific battery being charged. The battery chargers used at the dealerships are automatic and will not damage the battery due to overcharging.

Battery Q & A

Why should you charge your battery once a month?When not in use, a battery discharges on a daily basis sometimes up to 0.5-1%. This rate of discharge increases when the climate is warm. To make up for this loss from disuse, a boosting charge should be given once a month.

Sometimes a battery does not hold a charge. Why?When a battery is in an excessively discharged state, it does not readily accept a high current charge. The battery may appear to be accepting charge, but charging is occurring only at the surface of the plates. In such a case, the battery must be charged at a low current flow for an extended period of time: for example, up to 24 hours on a Yuasa automatic charger or equivalent smart charger.

What is sulfation?Discoloration of plates with white lead sulfate crystalline deposits may occur when the battery has been left for a considerable time in a discharged condition. It can also occur as a result of the plates being exposed to air due to low electrolyte level, or when a new battery is filled with acid and stored without being charged. This phenomenon is called sulfation. Once plates have been sulfated, the activity of the affected area is permanently impaired, and the battery may not be restored to its original capacity.

Why do winter months seem to bring more battery problems?The main reason is that batteries have to work so much harder in cold weather. Engine oil is thick, so engine cranking effort is much higher. Also, a battery's charging efficiency decreases in cold temperatures. In addition, gasoline does not vaporize as readily in the cold, which means that even more battery cranking effort is required.

What is the purpose of the battery exhaust vent tube?When a battery is charged and discharged, water contained in the electrolyte is decomposed, generating hydrogen and oxygen gases. These gases are vented



out of the battery through the exhaust vent tube to prevent potentially damaging high pressure gas accumulation. Every exhaust tube comes with a small slit at each end. The reason for this slit is to release the gas, in the event that the bottom of the tube gets clogged by road debris. For this reason, it is most important to make sure the slit at the top near the battery is functioning properly. As as side note, always be sure to remove the small red sealed tube when installing the battery. Never put this red tube back on to the battery after it is activated. Gases built up in a battery that is not allowed to vent can cause serious damage, and possible injury, if the battery bursts.

What is the normal charge rate for a battery?Naturally, batteries of different capacities require different charge rates. Generally, a battery should be charged at a slow charge rate of 1/10 its given 10 hr. capacity.

How do you determine whether a battery has been charged?The following characteristics will tell you if a battery has been properly charged: 1) The specific gravity of the acid is over 1.275 (conventional type batteries only). 2) Maximum voltage output across battery terminals can be maintained at constant level for two hours. 3) Open circuit voltage is stablilized @12.7v or higher @ 6.3v or higher for 6 volt batteries.

What can cause a new battery to fail soon after installation?If a new battery becomes unserviceable within a few days or weeks after its installation it may be due one or more of the following reasons:

1. A faulty charging system2. A short circuit in the electrical system3. Battery terminals are dirty or not properly connected4. Excessive ignition off drains or high parasitic drains5. Electric capacity of the battery is insufficient for size of vehicle6. The battery has been inadequately activated, dissipating its strength

from the outset7. The battery, after being filled with acid has been left too long without

initial charging, and has been allowed to become sulfated

How should a battery be maintained?Good battery maintenance should include the following:

1. Always keep the acid level between lower and upper lines on front side of the container (conventional battery types)

2. Do not let the battery stand in a discharged position3. Charge battery once a month4. When motorcycle is stored over 30 days, plug in a Yuasa automatic

battery charger to maintain a proper storage charge5. Keep battery top free of dirt6. Clean battery terminals to prevent corrosion. Inspect vent tube,

ensuring that it is not bent, twisted or clogged7. Protect the battery from strong impacts or shocks



What is the cause of "Sudden Battery Failure"?The length of service you receive from your lead acid battery and whether it dies a slow or sudden death has a direct relationship on the environment its used in and how it has been maintained. This maintenance is very basic, but often overlooked. Lack of basic maintenance can result in reduced service life and in some cases, sudden battery failure. Unlike tires, belts, hoses, etc., your battery may not indicate that its life is almost over until it’s too late. Component failure due to under or over inflated tires, loose belts, and nicked or kinked hoses may have been a result of lack of basic maintenance, but people seem to accept this and move on. Maybe its felt that time and money can be saved on this maintenance and since they can visually monitor the state of health of those parts, replacement can be scheduled. In many vehicles the battery is not easily accessible and routine maintenance can be often overlooked. Unfortunately, there is no convenient way to monitor the state of health in your battery, so in many cases you replace the battery when the vehicle fails to start. Murphy’s law applies and battery failures often occur at the worst possible time or place. Unlike most other parts on a vehicle, a battery may last longer in a vehicle that is used frequently as opposed to a battery in a vehicle that is used less frequently, assuming that little or no maintenance is being performed on the battery and that the vehicle’s electrical system is operating properly. This is a result of the most important and basic maintenance item, keeping your battery fully charged. The second major maintenance item in a conventional battery is maintaining proper electrolyte levels. Improper attention to these two maintenance items will contribute to the accelerated corrosion of internal connections. The corrosion associated with the inter cell connectors and the connecting welds will in many instances result in a sudden battery failure. The corroded connector may have sufficient integrity to support low drain accessories such as lights and instruments, but lack the necessary strength to provide the high discharge current required to start the vehicle.The use of maintenance-free batteries (Absorbed Glass Mat) reduces many of the maintenance concerns associated with a conventional battery and thus is less prone to sudden battery failures. There is no need to check electrolyte levels but keeping the battery fully charged is still important.

I was told by some old timers that if you leave a battery on the ground or a concrete floor it will ruin the battery. Is this true?That is something a lot of "old timers" say. The reason they say that is in the "olden days" vehicle starting batteries used to be made with a hard rubber container. This hard rubber would eventually get mini cracks and become

porous. So, when placing a battery on the ground or concrete, the battery would discharge through the ground or wet concrete. Nowadays, containers are made from a solid plastic that does not allow any current to flow through it, so the batteries do not discharge, even if they sit in a few inches of water. That is why you will not find your battery having trouble from sitting on the ground or concrete



What is the warranty period on a Yuasa battery ?Yuasa does not handle warranty issues, nor do they set the rules and regulations of doing so. All inquiries should be directed to the dealer where the battery was purchased. Their distributor sets that warranty period and handles all claims. The majority of the distributors give 6 months, but the are not obligated to do so by Yuasa.

CROSS REFERENCING

A given part or accessory can often be available from more than one source. Therefore, when fulfilling a customer’s request, it is sometimes necessary to search more than one vendor in order to maximize the possibility of fulfilling the customer’s request from inventory stock.

Example: Checking stock for a Dunlop rear tire under a Tucker Rocky part number after discovering that Honda part number is sold out.

After checking for the same brand item from several sources, you also check for a comparable part or accessory as well from the same or other sources.

Example: Checking stock for EBC brake pads after looking up the Honda brake pads and discovering that the Honda pads sold out the day before and the restocking order has not yet arrived.

The customer may accept either brand of brake pad if he or she can get the brake pads the same day. In this example cross-referencing for comparable product from different brands may prevent a lost sale and fulfill the customer’s request.

Cross-referencing should be utilized when a backorder occurs as well. Every fast moving item should have a primary and a secondary source. If the item is backordered with the primary source, then the secondary source (as well as additional sources) should be utilized before resorting to a comparable item that may fulfill the customer’s request.

Some items that are commonly cross-referenced are:

Air filters HosesBatteries Spark plugsBrake pads & shoes SprocketsCables TiresCarburetor parts TubesHardware

Always check primary and secondary catalogs when cross-referencing.


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