Dean’s Assignment 5.5

1. Dean’s Assignment 5.5

2. Component Skills List • This would not be part of the final presentation – but here are four skills required to complete the complex problem as well as the type of content element (in brackets) • SUVPS Organizer (Kind-of) • Product Presentation (How-to) • Customized Walkaround(How-to) • Demonstration Drive (How-to)

3. SUVPS Organizer

4. SUVPS How To • Before we can present a vehicle to a customer, we need to understand the vehicle key features, and to learn, remember and present the features we need a way to organize them. • This is where SUVPS come in!

5. SUVPS How To • The information you need organize SUVPS features can be found in the vehicles product guide.

6. SUVPS How To • For example, features that fall under the Safety and Security category for Dodge Nitro include: • Electronic StabilityControl (ESC) • Four-Wheel Disc Brakeswith ABS • Tire Pressure Warning Lampand Available Tire PressureDisplay • Active Front Head Restraints • Supplemental Side-Curtain AirBags with Roll-Sensing Technology • Rear Park Assist System

7. SUVPS How To • In each vehicle Product Guide, features have also been categorized for Utility, Performance, Value and Styling.

8. SUVPS How To • Now that you know where to find the information, the key to learning vehicle features is to practice following the product drill guidelines for each vehicle your dealership carries. • Let’s see how to do that now.

9. Product Drill

10. Product Drill How To • Now that we’ve seen what a product drill looks like, you may be wondering how you prepare for a product drill. • The answer lies in learning your vehicle’s features and knowing where and how to present them.

11. Product Drill How To • The information you need to conduct a product drill can be found in the vehicles product guide.

12. Product Drill How To • For example, when presenting the driver’s side of the 2010 Dodge Journey, you should address: • Electronic Stability Control (ESC)* with Brake Assist, all-speed traction control, Trailer Sway Control and Electronic Roll Mitigation • • Available 16-inch, 17-inch and 19-inch wheels and tyres

13. Product Drill How To • Use the product guide to learn the key features to be covered in the product drill – then practice, practice, practice. • Get out on the lot with a vehicle and practice walking around the different positions and covering the recommended features until you can do it naturally in a conversational tone. • And remember, NEVER use the product guide as a resource when with a customer.

14. Product Drill How To • Let’s look at some basic guidelines for the each of the five walkaround positions of the product drill . . .

15. Front • Start with an opening statement – learn one for each brand and vehicleyou sell. Then addressengines, transmissionsand any other things youfeel are important to thecustomer.

16. Drivers Side • Here’s where you can present the “Big Story” – what is it about this vehicle that makes it different from everything else on the road? Focusing on the side ofthe vehicle, address • Wheels and tires,brakes (including ABS,TSC, ERM, BA, ESP),suspension systemsand the drivetrain.

17. Rear • Start at the top of the vehicle and work your way down and say what you see. For example, with the Jeep Liberty, you would address: • Liftgatewith flipperglass • Reversible cargo tray • ParkSense® Rear ParkAssistSystem • Towing capability • Trailer Sway Control

18. Passenger Side • Because there are not many features to be presented on the passenger side of any vehicle, it is best to lead off with a value statement. For example: • “This vehicle comes with more standard electronic and safety equipment than prettymuch anything in its class…” • Then discuss features that supportyour value statement • Driver and front-passenger advancedmultistage air bags • Side-curtain air bags with roll-sensingtechnology • Five-star crash test ratings

19. Interior • If the vehicle is equippedwith a sunroof, start thereand work your way downthe center stack. • Then go left to right. For example: • Sunroof: one-touch operation, removable top, Sky Slider™ • Mirror: uconnect phone, auto dimming • Radio: Number of speakers, uconnectgps • Climate Control: automatic dual zone, infrared, “set and forget” • Electronic Accessories: adjustable pedals, heated seats, EVIC  

20. Demonstration Drives

21. Demonstration Drive How To • A skill essential to conducting a successful demonstration drive is knowing how to use the road to highlight key vehicle features. • Let’s see how this is accomplished by looking at a number of opportunities and seeing how they may be leveraged.

22. Demonstration Drive How To • Railroad crossings may be used to demonstrate How quietly or smoothly the vehicle went over the tracks – highlighting both suspension and NVH qualities. • Stops can be used to highlight the smoothness of breaking and features such as ABS, suspension systems and NVH.

23. Demonstration Drive How To • Changing speed limits can be used to highlight vehicle acceleration, handling (if merging onto a highway) and NVH. • Rough roads present an excellent opportunity to highlight a number of features, including NVH, ESP, suspensions systems, ride quality and seating comfort.

24. Demonstration Drive How To • Sections of road that a curvy offer an opportunity to discuss (and perhaps demonstrate) ESP with traction control and possible ABS. • Steep grades allow you to demonstrate the feel of the brake systems and the absence of brake fade while applying the brake down a long and/or steep hill

25. Demonstration Drives • The key to a successful demonstration drive to find as many opportunities to demonstrate as many features of the vehicle as possible. • Plan your drive route out in advance – making sure you have enough variability to highlight all key features of the particular vehicle.