2013
Professional Automotive Repair Technician Survey
Where, How & Why Your Customers Buy
Contents PUBLISHER Scott Shriber 330-670-1234, Ext. 229 sshriber@babcox.com
EDITORIAL Mark Phillips Editor 330-670-1234, Ext. 299 mphillips@babcox.com Amy Antenora Managing Editor 330-670-1234, Ext. 220 aantenora@babcox.com
BABCOX RESEARCH Bob Roberts Market Research Manager 330-670-1234, Ext. 252 broberts@babcox.com
GRAPHIC DESIGN Lisa DiPaolo Graphic Designer 330-670-1234, Ext. 281 ldipaolo@babcox.com
ADVERTISING SERVICES Tina Purnell Advertising Services Manager 330-670-1234, Ext. 243 tpurnell@babcox.com
CIRCULATION SERVICES Brad Mitchell Director of eMedia & Audience Development 330-670-1234, Ext. 277 bmitchell@babcox.com
2013
Pat Robinson Circulation Manager 330-670-1234, Ext. 276 probinson@babcox.com
Professional Automotive Repair Technician Survey
Ellen Mays Circulation Specialist 330-670-1234, Ext. 275 emays@babcox.com
CORPORATE
A/C Compressors...................................4 Air & Oil Filters ......................................6 Batteries .................................................8 Wheel Bearings & Hub Units ..............10 Belts & Hose Replacement .................12 Brake & Friction...................................14 Cabin Air Filters ...................................16 Catalytic Converters............................18 Chassis Parts, Steering & Ball Joints...........................................20 Clutch Kits ............................................22
Condensers & Radiators .....................24 Engine Hard Parts................................26 Fuel Pumps...........................................28 Cooling System Stop Leak ..................30 Oxygen Sensors...................................32 Shocks & Struts....................................34 Spark Plugs ..........................................36 Starters & Alternators .........................38 Tire Pressure Monitor Systems...........40 Water Pumps........................................42 Wiper Blades........................................44
Bill Babcox, President Greg Cira, V.P., Chief Financial Officer, Secretary Jeff Stankard, V.P. Beth Sheetz, Controller
IN MEMORIUM Edward S. Babcox (1885-1970) Founder Tom B. Babcox (1919-1995) Chairman
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Sales Key Where, How & Why They Buy Thirteen years ago, Counterman began surveying repair shops and technicians annually to determine where, how and why they source specific automotive parts and products. The resulting data has been published every Fall in The Professional Automotive Repair Technician Survey (PARTS). Counterman surveyed 150 technicians for this year’s study.
NUMBER OF JOBS WHO’S THE PRIMARY SOURCE?
This data reflects the average number of jobs repair shops perform on a monthly basis for each product category.
Repair shops source product from many entities — jobbers, retailers, WDs, etc. This data details exactly where shops source a given part or product.
STOCKING TRENDS
SOURCING CRITERIA
NUMBER OF
Shops choose a particular source for a variety of reasons. This data reveals what those criteria are: quality of sales reps, fast delivery, availability, etc.
BUYING CRITERIA Shops buy products for specific reasons. This shows what those criteria are: price, store recommendation, brand preference, etc.
This number shows the percentage of repair shops that actually stock this product on-site.
SOURCES
This data reveals how many sources the average repair shop uses for a particular product category.
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4
P.A.R.T.S. 2013
A/C Compressors Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
42%
46%
17%
2013
19%
Fastest Delivery Retailer
10%
20%
10%
5%
4%
7%
14%
Shops that stock this part
2.7
5%
It’s the Only Source
4% Other
45%
3%
It’s Always Available
2% Expediter
26%
Best Sales Reps
18%
33% Car Dealership
Median number of jobs per month requiring this
9%
44% WD Direct
3
6%
Average number of sources
15% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
73%
䡵䡵2013
69%
22% 14% I Trust My Source to Choose the Brand
6%
5%
It’s the Lowest Price
6%
5%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
If an A/C system is leaking refrigerant, eventually the refrigerant will get so low that the system no longer provides much, if any, cooling. Most A/C systems have a low-pressure cut-off switch that prevents the compressor clutch from engaging if the refrigerant charge is too low to protect the compressor from possible damage.
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6
P.A.R.T.S. 2013
Air & Oil Filters Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
44%
50%
29%
2013
27%
Median number of jobs per month requiring this
Fastest Delivery Retailer
16%
13%
34% WD Direct
20%
4%
4%
8%
6%
8%
Shops that stock this part
2.5
4%
It’s the Only Source
2% Other
46%
90%
It’s Always Available
5% Expediter
22%
Best Sales Reps
17%
30% Car Dealership
25
Average number of sources
1%
9% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
69%
12%
13%
I Trust My Source to Choose the Brand
14%
6%
It’s the Lowest Price
5%
䡵䡵2013
76%
5%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
A filter’s main purpose is to trap abrasive particles before they can do any harm. That’s true of air filters, oil filters, fuel filters and transmission filters. All filters, even “lifetime” ones, have a limited service life and eventually become clogged with dirt, wear particles, rust and other debris.
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8
P.A.R.T.S. 2013
Batteries Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
29%
36%
21%
2013
19%
Median number of jobs per month requiring this
Fastest Delivery Retailer
13%
9%
34% WD Direct
33%
5%
2%
3%
0%
17%
11%
It’s the Only Source
2% Other
38%
72% Shops that stock this part
It’s Always Available
8% Expediter
26%
Best Sales Reps
36%
35% Car Dealership
5
6%
1.9 Average number of sources
16% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
83% 12%
11% 2%
I Trust My Source to Choose the Brand
6%
It’s the Lowest Price
3%
䡵䡵2013
82%
1%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
How long a battery lasts depends on battery construction (conventional wet cell or AGM, and the durability of the cell plates and connectors), the operating conditions, the number of discharge/charge cycles it has experienced, and the condition and performance of the vehicle’s charging system.
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10
P.A.R.T.S. 2013
Wheel Bearings & Hub Units Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
50%
51%
30%
2013
24%
Median number of jobs per month requiring this
Fastest Delivery Retailer
15%
17% 31%
WD Direct
17%
4%
4%
9%
6%
5%
Shops that stock this part
2.9
2%
It’s the Only Source
3% Other
41%
14%
It’s Always Available
1% Expediter
32%
Best Sales Reps
19%
35% Car Dealership
5
Average number of sources
1%
3% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
82% 10%
7%
I Trust My Source to Choose the Brand
7%
5%
It’s the Lowest Price
1%
䡵䡵2013
83%
5%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
A wheel bearing is the most critical component of a braking system. It positions the wheel and rotor to the caliper, the wheel and drum to the backing plate and controls the input to the wheel speed sensor.
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12
P.A.R.T.S. 2013
Belts & Hose Replacement Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
46%
58%
29%
2013
33%
Fastest Delivery Retailer
19%
19%
4%
3%
6%
9%
6%
Shops that stock this part
3.1
3%
It’s the Only Source
2% Other
39%
46%
It’s Always Available
2% Expediter
24%
Best Sales Reps
15%
33% Car Dealership
Median number of jobs per month requiring this
13%
34% WD Direct
8
Average number of sources
2%
3% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
81% 13%
10%
I Trust My Source to Choose the Brand
5%
2%
It’s the Lowest Price
1%
䡵䡵2013
86%
2%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
Belts are a wear item, and when they fail, your customer needs a replacement now. The only trick to selling belts is to make sure your customer gets the correct one for his or her engine. The same goes for hoses. Selecting the wrong product for the application can have serious consequences.
counterman.com/ASAP for reader service
14
P.A.R.T.S. 2013
Brake Friction Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
49%
48%
34%
2013
25%
Median number of jobs per month requiring this
Fastest Delivery Retailer
16%
19% 30%
WD Direct
16%
4%
6%
10%
5%
5%
Shops that stock this part
3.2
3%
It’s the Only Source
3% Other
40%
45%
It’s Always Available
2% Expediter
30%
Best Sales Reps
20%
31% Car Dealership
20
3%
Average number of sources
2% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
86% 9%
6%
I Trust My Source to Choose the Brand
4%
5%
It’s the Lowest Price
1%
䡵䡵2013
88%
1%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
Follow the friction recommendations provided by the brake manufacturer. Most brake suppliers offer a range of specially formulated friction materials in their product lines. They may have “good,” “better” and “best” products, with good being some type of low-cost economy pad, better being an OEM equivalent type of friction material and best being some type of premium friction material.
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16
P.A.R.T.S. 2013
Cabin Air Filters Sourcing Criteria What is the Shop’s Primary Source? 2013
Why is That Primary Source a Shop’s First Call? 2013
Jobber
48%
28%
Median number of jobs per month requiring this
Fastest Delivery Retailer
17%
28% WD Direct
46%
Best Sales Reps
21%
39% Car Dealership
3%
Shops that stock this part
It’s Always Available
2.7
3% Expediter
6%
It’s the Only Source
2% Other
6
Average number of sources
6% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵2013
62%
7% I Trust My Source to Choose the Brand
14%
17%
It’s the Lowest Price
I’ll Use Whatever is Available
I Only Use the Brand I Trust
Depending on the type of filter, recommended replacement intervals can range from once a year or every 15,000 miles, up to 3 years or 30,000 miles. Driving on dusty roads would obviously require more frequent filter changes, yet many motorists are totally unaware their vehicle has a cabin air filter, let alone how often it should be changed or how to replace it.
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P.A.R.T.S. 2013
Catalytic Converters Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
35%
35%
14%
2013
27%
Fastest Delivery Retailer
4%
Median number of jobs per month requiring this
9%
41% WD Direct
2
28%
28%
10%
Best Sales Reps
19%
32%
32%
Shops that stock this part Car Dealership
16%
17%
It’s Always Available
12% Expediter
6%
3%
It’s the Only Source
1% Other
11%
2.6
11%
3%
Average number of sources
17% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
73%
13%
17%
I Trust My Source to Choose the Brand
10%
5%
It’s the Lowest Price
4%
䡵䡵2013
72%
5%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
New original equipment converters are covered by an 8-year/80,000-mile federal emissions warranty, or up to 15 years/150,000 miles on some California hybrid vehicles. Once a converter is out of warranty, it can be replaced with an aftermarket converter. The replacement must be the same type as the original.
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20
P.A.R.T.S. 2013
Chassis Parts, Steering & Ball Joints Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
51%
52%
30%
2013
23%
Median number of jobs per month requiring this
Fastest Delivery Retailer
13%
16% 31%
WD Direct
17%
3%
5%
10%
4%
6%
Shops that stock this part
3.1
1%
It’s the Only Source
3% Other
42%
15%
It’s Always Available
1% Expediter
32%
Best Sales Reps
19%
35% Car Dealership
10
Average number of sources
1%
3% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
83% 9%
7%
I Trust My Source to Choose the Brand
7%
8%
It’s the Lowest Price
1%
䡵䡵2013
84%
1%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
The demand for replacement chassis parts has remained fairly steady in recent years. The demand for replacement parts is a function of vehicle age and miles driven. In a soft economy, people are keeping their vehicles longer than ever before.
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22
P.A.R.T.S. 2013
Clutch Kits Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
45%
45%
26%
2013
20%
Median number of jobs per month requiring this
Fastest Delivery Retailer
14%
13% 30%
WD Direct
15%
2%
2%
12%
7%
12%
Shops that stock this part
2.6
2%
It’s the Only Source
3% Other
45%
3%
It’s Always Available
2% Expediter
31%
Best Sales Reps
23%
39% Car Dealership
1
Average number of sources
2%
10% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
80%
13%
12%
I Trust My Source to Choose the Brand
6%
5%
It’s the Lowest Price
1%
䡵䡵2013
77%
6%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
The clutch mates the engine with the transmission so engine torque can flow to the drivetrain. The clutch gets quite a workout because it has to be engaged and disengaged every time the vehicle starts, stops and shifts gears. Selling your customer a complete clutch kit guarantees the parts are properly matched.
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24
P.A.R.T.S. 2013
Condensers & Radiators Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
35%
34%
28%
2013
18%
Median number of jobs per month requiring this
Fastest Delivery Retailer
15%
9% 30%
WD Direct
24%
3%
2%
9%
8%
13%
Shops that stock this part
2.9
1%
It’s the Only Source
2% Other
46%
6%
It’s Always Available
3% Expediter
34%
Best Sales Reps
34%
37% Car Dealership
4
Average number of sources
1%
13% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
69%
15%
11%
I Trust My Source to Choose the Brand
9%
10%
It’s the Lowest Price
7%
䡵䡵2013
69%
11%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
When cooling systems are not maintained, it can cause cooling problems, overheating and radiator failure. Today’s coolants last a long time (up to 5 years or 150,000 miles, whichever comes first). But eventually, the corrosion inhibitors in the antifreeze wear out and allow electrolytic corrosion to attack the system from the inside out.
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26
P.A.R.T.S. 2013
Gaskets Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
52%
58%
23%
2013
19%
Median number of jobs per month requiring this
Fastest Delivery Retailer
16%
9%
40% WD Direct
16%
7%
4%
5%
8%
4%
Shops that stock this part
2.8
4%
It’s the Only Source
2% Other
44%
10%
It’s Always Available
3% Expediter
31%
Best Sales Reps
10%
32% Car Dealership
2
3%
Average number of sources
12% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
䡵䡵2013
76%
81% 18%
16%
I Trust My Source to Choose the Brand
4%
1%
It’s the Lowest Price
2%
2%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
Engine gaskets include head gaskets, valve cover and pan gaskets, intake and exhaust manifold gaskets, timing cover gaskets, thermostat and throttle body gaskets, valve guide seals, and crankshaft and camshaft seals. Gaskets are sold individually or in sets that include all of the gaskets and seals needed for a particular repair job.
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28
P.A.R.T.S. 2013
Fuel Pumps Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
50%
49%
24%
2013
29%
Fastest Delivery Retailer
14%
Median number of jobs per month requiring this
17%
39% WD Direct
2
17%
31%
10%
Best Sales Reps
17%
33%
33%
Shops that stock this part Car Dealership
7%
7%
It’s Always Available
2% Expediter
7%
6%
It’s the Only Source
2% Other
5%
3.4
3% 4%
Average number of sources
4% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
81%
15%
䡵䡵2013
79%
15% 2%
I Trust My Source to Choose the Brand
4%
It’s the Lowest Price
2%
2%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
Fuel pumps have a high return rate because any number of things may prevent the engine from getting fuel. Common causes of no fuel include a plugged fuel filter, blocked fuel line, blown fuel pump fuse, bad fuel pump relay, electrical faults in the fuel pump wiring (opens, shorts or excessive resistance), a dead fuel pump or no fuel in the tank.
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30
P.A.R.T.S. 2013
Cooling System Stop Leak Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
44%
49%
25%
2013
35%
Fastest Delivery Retailer
20%
15%
2%
1%
5%
1%
14%
30% Shops that stock this part
2.5
3%
It’s the Only Source
1% Other
59%
It’s Always Available
7% Expediter
28%
Best Sales Reps
10%
39% Car Dealership
Median number of jobs per month requiring this
23% 28%
WD Direct
4
4%
Average number of sources
17% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
䡵䡵2013
75% 65%
18% 7% I Trust My Source to Choose the Brand
9%
8%
It’s the Lowest Price
9%
Sixty-percent of shops surveyed perform coolant system repairs.
9%
I’ll Use Whatever is Available
Brand name is highly influential in this category. Jobbers by far are the goto suppliers for coolant system stop leak products.
I Only Use the Brand I Trust
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32
P.A.R.T.S. 2013
Oxygen Sensors Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
52%
46%
20%
2013
34%
Fastest Delivery Retailer
13%
18%
6%
12%
8%
6%
3%
31% Shops that stock this part
3.2
2%
It’s the Only Source
1% Other
19%
It’s Always Available
3% Expediter
29%
Best Sales Reps
15%
41% Car Dealership
Median number of jobs per month requiring this
18%
35% WD Direct
4
3%
Average number of sources
2% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
79%
17%
13% 4%
I Trust My Source to Choose the Brand
5%
It’s the Lowest Price
0%
䡵䡵2013
79%
3%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
A bad oxygen sensor is one of the most common reasons for failing an emissions test, according to EPA research. Most oxygen sensors do not have a scheduled service interval and are only replaced if they have failed or are causing a drivability, fuel economy or emissions problem.
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34
P.A.R.T.S. 2013
Shocks & Struts Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
46%
50%
29%
2013
21%
Median number of jobs per month requiring this
Fastest Delivery Retailer
20%
15% 32%
WD Direct
17%
2%
3%
10%
6%
5%
Shops that stock this part
2.8
1%
It’s the Only Source
2% Other
44%
9%
It’s Always Available
1% Expediter
32%
Best Sales Reps
21%
36% Car Dealership
4
2%
Average number of sources
6% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
86% 7%
8%
I Trust My Source to Choose the Brand
5%
6%
It’s the Lowest Price
2%
䡵䡵2013
82%
5%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
Shock absorbers (and struts) provide ride control for a vehicle’s suspension. Hydraulic shocks have been used since the earliest days of the automobile to reduce suspension jounce and rebound. Without such control, wheels can bounce and lose traction, tire wear can suffer and the vehicle’s occupants can be subjected to a rough and bouncy ride.
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36
P.A.R.T.S. 2013
Spark Plugs Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
47%
43%
35%
2013
24%
Median number of jobs per month requiring this
Fastest Delivery Retailer
21%
21% 32%
WD Direct
13%
5%
3%
10%
6%
4%
Shops that stock this part
2.8
1%
It’s the Only Source
2% Other
40%
43%
It’s Always Available
0% Expediter
32%
Best Sales Reps
21%
31% Car Dealership
8
2%
Average number of sources
6% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
86% 7%
6%
I Trust My Source to Choose the Brand
5%
5%
It’s the Lowest Price
2%
䡵䡵2013
87%
3%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
When a vehicle needs spark plugs, it’s important to capitalize on the sales opportunity. A good rule of thumb is to replace same with same or better. If an engine was factoryequipped with platinum or iridium long-life spark plugs, they should be replaced with the same.
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38
P.A.R.T.S. 2013
Starters & Alternators Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
46%
57%
20%
2013
21%
Fastest Delivery Retailer
18%
16%
4%
2%
7%
9%
9%
Shops that stock this part
2.8
4%
It’s the Only Source
5% Other
41%
10%
It’s Always Available
2% Expediter
28%
Best Sales Reps
14%
36% Car Dealership
Median number of jobs per month requiring this
10%
37% WD Direct
4
6%
Average number of sources
9% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
82% 11%
15%
I Trust My Source to Choose the Brand
5%
1%
It’s the Lowest Price
2%
䡵䡵2013
82%
2%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
Rotating electrical components, such as starters and alternators, often have to be replaced on older, highmileage vehicles. The first sign of trouble when an alternator is failing is a low or dead battery. On a latemodel vehicle, not only can that cause a no-start, it also can cause the loss of “learned” data in the powertrain control module and other modules throughout the vehicle.
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40
P.A.R.T.S. 2013
Tire Pressure Monitor Systems Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
36%
38%
27%
2013
20%
Median number of jobs per month requiring this
Fastest Delivery Retailer
12%
8%
30% WD Direct
12%
19%
17%
4%
4%
17%
Shops that stock this part
2.5
5%
It’s the Only Source
4% Other
43%
35%
It’s Always Available
9% Expediter
29%
Best Sales Reps
21%
30% Car Dealership
4
Average number of sources
3%
13% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
74%
13%
14%
I Trust My Source to Choose the Brand
3%
7%
It’s the Lowest Price
10%
䡵䡵2013
66%
13%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
By the time the tires are worn out, the TPMS sensors may be nearing the end of their useful service life — or they may not have enough remaining battery life to last another set of tires. The lithium ion batteries inside TPMS sensors may last anywhere from five to 10 years. Five to six years is a more typical lifespan for older TPMS sensors.
counterman.com/ASAP for reader service
42
P.A.R.T.S. 2013
Water Pumps Sourcing Criteria What is the Shop’s Primary Source? 2013
Why is That Primary Source a Shop’s First Call? 2013
Jobber
51%
15%
Median number of jobs per month requiring this
Fastest Delivery Retailer
14%
22% WD Direct
8%
Best Sales Reps
16%
53% Car Dealership
8%
Shops that stock this part
It’s Always Available
3.2
1% Expediter
8%
It’s the Only Source
8% Other
4
Average number of sources
2% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵2013
64% 28% 8% I Trust My Source to Choose the Brand
It’s the Lowest Price
0% I’ll Use Whatever is Available
I Only Use the Brand I Trust
A water pump is fairly simple and consists of a cast iron, aluminum or stamped steel housing, a shaft-mounted “impeller” that moves the coolant through the pump, a shaft seal (usually ceramic) and ball or roller bearings to support the shaft. Seal failure will allow coolant to leak out of the pump, while bearing failure will often make the pump noisy.
counterman.com/ASAP for reader service
44
P.A.R.T.S. 2013
Wiper Blades Sourcing Criteria What is the Shop’s Primary Source? 2012
2013
Why is That Primary Source a Shop’s First Call? 2012
Jobber
39%
46%
28%
2013
25%
Median number of jobs per month requiring this
Fastest Delivery Retailer
17%
15%
33% WD Direct
22%
4%
3%
8%
8%
10%
Shops that stock this part
2.4
1%
It’s the Only Source
2% Other
48%
79%
It’s Always Available
5% Expediter
24%
Best Sales Reps
20%
32% Car Dealership
12
2%
Average number of sources
8% Liberal Returns Policy
Brand Criteria & Analysis
䡵䡵 2012
66%
12%
12%
I Trust My Source to Choose the Brand
14%
11%
It’s the Lowest Price
8%
䡵䡵2013
71%
6%
I’ll Use Whatever is Available
I Only Use the Brand I Trust
Good wipers are a must for keeping the windshield clean. Wiper blades don’t last forever. Yearly wiper changes are recommended for most vehicles to maintain optimum wiping performance.
counterman.com/ASAP for reader service
counterman.com/ASAP for reader service