Service Advisor Training: Offering GM Accessories in the Service Drive Northwest Accessory Distributors

1. Service Advisor Training:Offering GM Accessories in the Service DriveNorthwest Accessory Distributors

2. GM Accessories Service Drive Process • Customers WANT accessories • SOFT-SELL • Will not negatively impact your CSI • Accessory Service Menus • Vehicle-specific • Pricing included • Professional & credible • Integrates easily into existing service process • Add @ .3 - .5 hrs CP labor to RO

3. The Value of Chevrolet Accessories Quality • Design - Parts are design for best fit & function for General Motors vehicles • Testing - Tested to General Motors Standards for performance, durability, and safety • Safety - General Motors Accessories will never take the vehicle out of Federal Safety Compliance Standards Convenience • Availability - Readily available for installation while vehicle is being serviced Peace of Mind • Warranty - Backed by General Motors’s New-Vehicle Limited warranty on accessories installed by the Dealer at time of delivery • General Motors accessories permanently installed by the Dealer after the vehicle delivery carry the balance of the new vehicle warranty, but no less than 12 month/ 12,000 miles • 12-month warranty on accessories purchased over the counter (Parts Only) or those requiring no installation • Will not take the vehicle out of warranty • Can be serviced by GM Dealers nationwide

4. What are the Key Points to Accessories Sales and the Service Drive? • Process:Accessory presentation needs to be an integral part of your Service Drive process • Menus and Tools:Sharing menus with your customers that show all available accessories for each model. Tools to help you answer customer’s questions with confidence!!! • “JUST ASK !!!!”: They can’t say no if you don’t ask

6. The Soft-Sell Approach • Invite the Customer to join you which can increase interest and obtain agreement on key findings • Hand the customer the “Accessory Menu” and let the customer know that “These are the most common accessories our service customers have installed while their vehicle is here for service” • Start on the driver's side, releasing the hood • Move clockwise around the vehicle, watching for any body damage as you walk around the car • Check the wiper blades, asking the Customer if he/she could see well the last time it rained • Get the tread depth off the vehicle tires and note it on the write-up sheet. The tire condition is inspected for indications of the need for balance, alignment, or replacement • Take the customer to your desk to continue the Repair Order write-up, asking the customer “Did you see anything on the accessory menu you would like to install while your vehicle is here today for service?” If the customer is not interested at the present time, give the customer a copy of the menu to take home.

7. www.penskechevrolet.com/GMAccessories

9. Service Drive Process • What vehicles to focus on? • What accessories for each vehicle? • Establish mark-up and Labor Rate • Inventory/stocking needs • Manage and Tracking

10. Inventory • Stock what you put on your menus • Assure same day “while you wait” service • ADI’s offer same day / next day delivery • Return Policy (ADI)

11. Tracking and Pay Plan Accessory Labor Operation Code: • Can measure accessory sales performance • Overall / by Advisor • Can identify need for additional training Service Advisor Pay plan: • Same as sales. Recommended 10% MSRP • Have a “JUMP START” program