Module 13 The Grote Know-How Program December 2, 2011

Mastery Statement When you have successfully completed this module, you will: Have passed and be certified to Grote Know-How Volumes I and II Know the background of the Know-How program Be trained in how to implement the Know-How program at your fleet customers

History Throughout the 1980’s and 90’s, fleets consistently identified the need for better technician training as a top priority. Grote’s research found that more product training was the #1 request fleets made to their suppliers. Grote also observed poor maintenance practices in the field that led to product failure and maintenance cost at the fleet

History The Grote Know-How program was started in 2001 with Volume I, as a method to provide basic electrical system and lighting training to fleet maintenance personnel. Volume II was published in 2003, and expanded the training to cover installation and troubleshooting. The Know-How program has honored within the industry by winning three AAIA (Automotive Aftermarket Industry Association) awards To date well over 1000 people have been certified in Grote Know-How Volumes I or II

Know-How The Know-How program was originally designed as a booklet based a self study course. Each volume in divided into multiple sections or chapters with quizzes at the end of each. There is a comprehensive final exam at the end of the volume that is returned to Grote for registration and scoring. Details: An 80% score is required to “pass” each volume Though primarily delivered via hard-copy in the past, there was also an online testing site. It is written at a 10th grade reading level. It is currently only available in English

Know-How Online The online testing version of Know-How has been updated and is now available online as part of the overall 101 program.

Value Grote has spent thousands of internal man-hours researching, developing, and delivering the program. Grote also used outside research, industry experts, and technical resources in developing the content Sharing our knowledge with our customers is extremely valuable to them, and truly sets Grote apart from the competition. No competitor offers this type of program. The published value of each copy of the Know-How I or II program is $200 per copy

Partnership As discussed in earlier modules, building a partnership with the fleet and distributor is a key for Grote’s success. To strengthen the partnership you and Grote must demonstrate value to the fleet. Grote does this in many ways, but one important way Grote provides value is through education and training

Delivery of the Program Intended to be provided free of charge, but NEVER given away! Provided to our partners Don’t blindly support someone who is not supporting you!

Delivery of the Program - Fleets Make sure the program is part of your presentation to the fleet. They will likely desire the program very much, BUT… Only deliver the program after the fleet has been confirmed as a Grote aftermarket and OEM spec fleet This can be powerful leverage in closing a comprehensive aftermarket and spec program The program can be a great tool to further the relationship at an already supporting fleet

Delivery of the Program - Fleets Most effective presentation is an on-site overview and demonstration prior to starting the course. Can also be delivered via Webex or purely as self study. Making the presentation is a selling opportunity!

Delivery of the Program - Fleets Ideal for shop/maintenance technicians Also applicable to parts room staff, parts managers, and in some cases the DoM.

Delivery of the Program - Distributors Ideal for service technicians and service managers Applicable to: Counter staff, parts managers, outside & inside sales

Materials 9 Common Causes of Failure Poster Designed to be an in-shop reference to technicians to identify and troubleshoot problems Great support piece and leave behind from Know-How presentation

Materials Know-How Volume I Know-How Volume II P/N 56-9609-01 Know-How Volume II P/N 56-9609-02 9 Common Causes of Failure Poster GLB2004-20

Completion Upon completion of each volume with a passing grade the person completing the test receives: Volume I – Know-How I Certificate and a Grote hat Volume II – Know-How II Certificate and a Know-How uniform patch

Volume I Overview December 2, 2011

Know-How Vol. I “How To Use This Book” Instructions Six Sections with: Mastery Statements Content Quick section quiz with answers Glossary of Terms Final Exam Instructions on submitting exam to Grote

Know-How Vol. I The Six Sections Basics of Electricity Basics of Vehicle Wiring Vehicle Lighting Choosing Lighting Devices Making Connections Grote Know-How and How

Basics of Electricity Basic level discussion of atoms, electrons, protons, etc. Basics of current flow and Ohms Law with practical examples Circuit terms Parallel / series Short, open, grounded circuits Basic use of a multi-meter

Basics of Vehicle Wiring Typical charging systems, batteries Basics of wire and cable Connector types Wire Sizing

Vehicle Lighting History of vehicle lighting Overview of types of lighting Incandescent, HID, LED FMVSS 108 and lighting on vehicles

Choosing Lighting Devices Important factors in materials used in lighting devices LED vs. Incandescent technology Types of lighting on vehicles Importance of the connection

Making Connections Overview of terminal types Principles and techniques for good connections Importance of wire protection and organization

Grote Know-How and How Grote Part Numbering System FAQ Where to find information such as: Technical Info Interchanges Replacement bulb information Warranty information

Volume II Overview December 2, 2011

Know-How Vol. II “How To Use This Book” Instructions Eight Sections with: Mastery Statements Content Quick quiz with answers Final Exam Instructions on submitting exam to Grote

Know-How Vol. II The Eight Sections The E.A.T. Principle Environmental Factors Wiring Protection System Troubleshooting Troubleshooting Trailer Harness Systems Troubleshooting Batteries and Cables Lighting Failure Checklist Choosing the Right Wire

The E.A.T. Principle Environment, Abuse, and Time. How they effect lights and wiring. Preparation for troubleshooting Tools

Environmental Factors Nine environmental factors the lighting and electrical system encounters Basis for the poster How to identify and minimize the effects of each

Wiring Protection Basics of the methods and products available to protect a wiring system How to apply these products How to install the system for maximum performance

System Troubleshooting Basic principles used to diagnose different failures Correcting issues with voltage and grounding Cleaning and installation issues

Troubleshooting Trailer Harness Systems The three basic wiring harness problems Definitions and symptoms of each Specific circuit testing to properly identify and fix

Troubleshooting Batteries and Cables Overview of problems common to batteries Inspection and testing procedures Troubleshooting and replacement of battery cables Charging of batteries Safety

Lighting Failure Checklist Recap and checklist of failures previously discussed in this volume.

Choosing the Right Wire Wire sizing and selection on the vehicle Effect of distance and load Overview of FMVSS 108 Step by step explanation of the standard

In Closing Follow-up with the fleets is key to your success You must make sure that all participants pass. If they have trouble, help them! Make sure you coordinate with your Grote Technical Specialist on getting the certified course recognitions Tie the course into fleet training investment

Get the Business! Make sure you get the business – Now is your best opportunity Expect nothing less than 100% commitment You just worked hard and earned their business

Thank-you for your valued time Sales 101 Module 13 - End Grote Know How Please consult your Grote Technical Specialist if you have any additional questions Thank-you for your valued time