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

2. 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

3. 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

4. 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

5. 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

6. 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.

7. 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

8. 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

9. 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!

10. 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

11. 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!

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

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

14. 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

15. Materials Know-How Volume I Know-How Volume II
P/N
Know-How Volume II
P/N
9 Common Causes of Failure Poster
GLB

16. 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

17. Volume I Overview
December 2, 2011

18. 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

19. 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

20. 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

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

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

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

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

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

26. Volume II Overview
December 2, 2011

27. 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

28. 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

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

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

31. 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

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

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

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

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

36. 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

37. 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

38. 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

39. 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