UNI-Scoop June 2014 by Annex Business Media

Spring 2014

THE UNI-SELECT BUSINESS MAGAZINE

A Renewed Focus PM# 40069240

Uni-Select Delivers World Class Customer Service

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CONTENTS

JUNE 2014

THE UNI-SELECT BUSINESS MAGAZINE

Welcome 4

Braking

Customer Focus

The Auto-Plus one stop braking solution

Uni-Select reinvents itself as the aftermarket’s preferred supplier

Beck/Arnley

This is Beck/Arnley’s 100th year in business!

Regional Show Roundup Connecting with customers at regional events

Chemicals and Additives Build your sales with the right

product mix and the right presentation

Uni-Select “Mobilizes” Central Point Sites

Products 30

New mobile versions available on tablets, smart phones

Get Connected, Stay Connected New SmartLink Vehicle Care helps build long-term customer relationships

The Price is Right E-Pricing database gives jobbers and installers total pricing accuracy and control

18 12

Editor Andrew Brooks ahbrooks@rogers.com

Contributing Editor Mary Olson Marketing Manager Store Banner Programs (770) 701-5025 molson@uniselect.com Publisher Jim Petsis (416) 510-6842 jpetsis@uniscoopmag.com

27 Art Director Ellie Robinson (416)442-5600 ext 3590 erobinson@bizinfogroup.ca

Vice-President Canadian Publishing Alex Papanou President Business Information Group Bruce Creighton

Production Manager Kimberly Collins (416) 510-6779 kcollins@bizinfogroup.com Cover image: ©iStockphoto/Thinkstock

Uni-Scoop is published by BIG Magazines LP, a division of Glacier BIG Holdings Company Ltd., a leading Canadian information company with interest in daily and community newspapers and business-to-business information services. Business Information Group is located at 80 Valleybrook Drive, Toronto, Ontario, M3B 2S9

For any questions or comments, please contact your Uni-Select representative.

UNI-SCOOP

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WELCOME

A Renewed Focus for Uni-Select USA You will notice a common theme in this edition of Uni-Scoop â&#x20AC;&#x201C; a renewed focus on our customers. There have been many changes in Uni-Select and the automotive aftermarket in general over the last few years; however our focus on the customer remains the driving force behind all we do. With the successful SAP implementation behind us, we are now shifting our attention to process improvement in our distribution centers to service you more accurately and efficiently. It was fantastic getting out on the road during our five regional shows and seeing so many customers. I was encouraged with the excitement SmartLink, Automated eModeling and Enhanced E-Pricing brought to the meetings. These tools are all designed to give you a competitive edge in the marketplace â&#x20AC;&#x201C; from having the right inventory, to maximizing your profitability, to having the ability to offer your customers an aftermarket telematics solution. These technology tools are designed to improve your business. The customers I spoke with expressed optimism in their market and discussed many opportunities to expand their market shares with these new tools. This issue recaps many of the presentations from our shows, and also outlines the customer service focus for 2014 and beyond. Enjoy the issue and have a successful and profitable summer selling season.

Mike Buzzard VP Marketing and Sales Strategies Uni-Select USA

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2000

1965

Valvoline launches MaxLife®, the ﬁrst motor oil for high mileage engines

Valvoline introduces the ﬁrst & best selling racing oil of all time

1866

Dr. John Ellis invents motor oil

1939

Valvoline develops X-18, a single grade oil which could be used in place of 18 different speciﬁed automotive lubricants

1996

Valvoline launches DuraBlend™, the ﬁrst synthetic blend motor oil

2012

Valvoline launches NextGen™, the ﬁrst national branded recycled motor oil

Valvoline invented the engine oil category almost 150 years ago – and we haven’t stopped pushing new innovations since. NextGen™ motor oil is the latest in a long line of category-changing introductions. Made with 50% recycled oil, NextGen™ delivers 100% Valvoline engine protection. NextGen™ motor oil is great for engines and better for the environment, it exceeds industry speciﬁcations with reduced environmental impact compared to non-recycled motor oil. Naturally, NextGen™ is supported by the full force of Valvoline’s innovative marketing programs.

Welcome to the Next Generation in motor oil.

CUSTOMER SERVICE FOCUS

Building the Preferred Supplier How an organization at the top of its game takes customer service to the next level BY ANDREW BROOKS

ni-Select is on a quest. Since a pivotal management meeting earlier this year, the entire organization has embarked on a wide-ranging strategic initiative to refine and improve its service relationships with its independent jobber and installer customers, while also re-examining its own internal culture and processes. The goal? As defined at the Management Summit in March, it is simply â&#x20AC;&#x153;to be the preferred distributor in the automotive aftermarket and create value for customers, employees, suppliers and shareholders.â&#x20AC;? When Uni-Select president and CEO Richard Roy spoke to company managers at the summit event, he 6

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emphasized what great strides we have made over the last 15 years in the US. The market solutions Uni-Select offers to its independent jobber customers are comprehensive and competitive, and the company has done an outstanding job of forging long-lasting and value-oriented relationships with its suppliers, while fostering a

CUSTOMER SERVICE FOCUS

Richard Roy, Uni-Select president and CEO.

stimulating, rewarding work environment for its employees and consistently delivering value to shareholders. Of course it starts with the basics. “The fundamental element of success for us is obviously having great fill rates,” Roy says. “Recently, we faced challenges which resulted in an uneven fill rate. We are dedicating every effort to improving our performance and achieving an even higher rate than in the past. But frankly we don’t believe it’s enough. We want to improve the experience of the customer, whether it’s the independent jobber or installer, in all their dealings with us. We need to provide them with solutions that grow

their businesses, recognizing that their success and our success are intertwined. It’s a direct partnership.” Roy describes aftermarket distribution as a “belly-tobelly” business. One where suppliers and customers succeed by building long-term, close relationships. Enhancing those relationships, and getting UniSelect’s customer service capabilities to the next level means doing the homework, monitoring and analyzing market trends as closely as possible so that customer needs can be anticipated efficiently, accurately – and faster than anywhere else. Key market issues to track, as highlighted in Roy’s March presentation, include the market impact of the growth of foreign nameplate vehicle sales in North America and the effect that the ongoing consolidation of jobbers and service shops will have on the needs of the remaining ones. Also high on the list is furnishing Uni-Select’s installer base with the equipment they need to service the increasingly complex technology fitted out in vehicles. And the company has its sights set on improving its offer in the paint and related products distribution channel, to build on its already leading market share in that vertical. A vital part of the strategy is to continually evaluate and reinvent the company’s internal processes and organizational culture with a view to making the customer more successful. And when a customer service operation is already working as well as Uni-Select’s is, the key to gaining incremental improvements on that already elevated benchmark is to view the customer not as a short-term revenue source, but as a business partner, a continued on page 8

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CUSTOMER SERVICE FOCUS continued from page 7

Richard Roy speaks to Uni-Select managers at the company’s Management Summit in March

“Good value goes way beyond great fill rates and operational excellence – it’s also a matter of having an attitude that if our customer has an issue, then even if it’s not our fault it becomes our job to fix it for them.” Richard Roy, Uni-Select president and CEO.

relationship that can grow over the longer term to the mutual benefit of both parties. In a sense it’s “owning” any customer problem – seeing their problems and challenges as our own, Roy believes. “Even something very small, if it’s not handled properly, can taint the whole relationship and damage the perception of the value we provide to the customer,” he says. “Good value goes way beyond great fill rates and operational excellence – it’s also a matter of having an attitude that if our customer has an issue, then even if it’s not our fault it becomes our job to fix it for them.” Even Uni-Select employees who don’t deal with customers directly have a part to play, Roy says. “Our people who are internally facing also need to have the same service ethic that our external-facing employees do. Whether they’re in accounting, in inventory replenishment or other departments, they have internal customers who do interface with the company’s customers. So the idea is for them to take care of those internal customers just the same way. If they do that it will benefit the service that the outward-facing employees provide to Uni-Select’s customers.” When deciding on a course of action when interacting with internal or external customers, Roy says employees need to ask themselves four key questions: Ü Is this good for my customer? Ü Is this good for our supplier? Ü Is this good for our people? Ü Is this good for our organization? “If you can answer ‘yes’ to all of these you’re doing the right thing,” Roy says.

THE POWER TO DO BETTER Employees must be empowered. They need to know they have the support and the right tools to do what’s expected of them. Nothing’s worse for morale than trying to do the best job you can and being hindered because you don’t have what you need to do it. “We need to convey the importance of leadership, execution and accountability,” Roy says. ‘Leadership’ not only in the usual sense of executive-level management and strategic direction and goal-setting, but leadership by every employee who takes on a challenge.” As mentioned earlier, Uni-Select is already well positioned to become a preferred supplier in the market by virtue of its coverage, its experience, its people and its excellent relationships with customers and suppliers. But the company also has another ace – or rather, several aces – up its sleeve; some of the most leadingedge, effective technology and programs to support its customers and its customers’ customers. Uni-Select’s SmartLink Vehicle Care telematics program (described more fully on page 18) is an industry first for the North American aftermarket and an excellent customer loyalty tool. It’s a leading-edge solution. “SmartLink can advise the owner of the car or the fleet owner – it’s very useful for fleets – about problems that have occurred but aren’t necessarily obvious to the driver,” Roy says. “In many cases it can give advanced warning. The driver is more aware of how the car is performing, and there’s also a trust factor there. The driver knows the telematics technology isn’t trying to upsell him or get him to spend on something he doesn’t really need.” continued on page 10

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CUSTOMER SERVICE FOCUS continued from page 8

““We facilitate their upgrade of their inventory so they can improve their business with installers – they improve service levels, become more profitable, and do more business with us at the end of the day.” Richard Roy, Uni-Select president and CEO.

When it links with the service operation, SmartLink can give the techs a head start by letting them know what kind of problem they’ll be facing, so they can order the right parts in advance and make any other required preparations. “SmartLink will have a ripple effect all the way up the distribution chain,” Roy says. “It’s a great tool to build loyalty between the consumer and the aftermarket service provider. It will drive business for our installers, our jobbers and ourselves.” Enhancements to the company’s E-Pricing program (see page 22 for more) means the company can offer the most competitive pricing in the market. The latest enhancements enable Auto-Plus Banner members to access the program, which offers aftermarket resale pricing for thousands of part numbers in the top 20 categories – about 60 per cent of Uni-Select’s total volume. The new pricing in the system is more closely market-based than before, whereas before it was cost-plus or partially market-based. A huge amount of detailed research went into the pricing, which will be updated as market conditions change. And there’s the Uni-Select automated eModeling tool, which enables jobbers to control and optimize their inventory. It actually provides weekly suggestions for how to update inventory based on criteria entered by the jobber. The options include sales/demand, order point, serving warehouse demand, and VIO fitting the parts in their zip codes. The tool enables store owners to ensure they always have the right parts in stock for the vehicle pool in their areas. Recent enhancements give them more flexibility in how they use the system, so they can tailor it exactly to the kind of coverage they want to have.

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“Because it’s web-based it’s quite easy to use and apply in-store,” Roy says. “We facilitate their upgrade of their inventory so they can improve their business with installers – they improve service levels, become more profitable, and do more business with us at the end of the day.” Further connectivity tools such as Uniforum, ASPCentral Point and ASPTechCenter further solidify the connection between Uni-Select and its jobber and installer customers, making it easier than ever to interact with UniSelect. The company has also implemented improved inventory visibility across the entire corporate network and made it easier for customers to place orders. While the drive to establish Uni-Select as the preferred supplier in the aftermarket isn’t finite and will be continuing for a long time to come, assessment and evaluation will be crucial. After a year, management will look at how each business unit has performed, rating that performance according to the following criteria: Have the initiatives been implemented? Ü Are the initiatives innovative (the degree to which the initiatives demonstrate creativity)? Ü Are the initiatives effective (have they achieved tangible results)? Ü Are the initiatives significant (do they successfully address an important customer service problem or concern)? Roy says that customer feedback is probably Uni-Select’s most important “market sensor,” as always. “We’re all tuned in to the customers and always get feedback from them,” he says. “That’s really going to be the way we learn how we’re doing. It’s all about what the customer experiences.”

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REGIONAL SHOWS

UNI-SELECT CONNECTS WITH CUSTOMERS AT REGIONAL SHOWS B BY MARY OLSON

PERSONAL CONTACT IS THE KEY WHEN UNI-SELECT MAKES THE ROUNDS TO KICK OFF THE YEAR

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eginning in February of 2014, Uni-Select USA held five regional customer shows across the country, connecting with its jobbers and service center customers in the Tennessee, Florida, Washington DC, Minnesota and Texas markets. Each of these events took place in some of our biggest concentrations of customers, and each was well attended, with a total of more than 1.200 customers, manufacturers, aftermarket software representatives and employees at the five events. The first show was held February 15-16 in Nashville, Tennessee. The event was a huge success and brought in customers from Atlanta, Indianapolis, Ohio, and Tennessee. One of the highlights of the weekend was the tour of the Uni-Select

REGIONAL SHOWS

National DC and the Beck/Arnley facility. Next, we headed to the PGA National in Palm Beach Gardens, Florida on March 8-9 with a golf tournament included in the agenda. Everyone enjoyed the nice weather, which even attracted jobber customers from as far away as Minnesota and New Jersey. After a two-week break the third show was held at the Gaylord at the National Harbor, Maryland, on March 29 and 30. This was an exciting show for Uni-Select because we started the weekend off with a tour of our newest distribution center that opened in January in nearby Upper Marlboro. The facility was clean, well organized

and our customers and manufacturers were very impressed by the work that went into getting this warehouse ready for this event. Show number four ran April 5-6 in Minneapolis, Minnesota and despite a little snowstorm we had a great turnout from customers from Minnesota, Wisconsin, Nebraska, North and South Dakota and Missouri. The final show, held in Dallas, Texas, April 12-13, kept to tradition for our Dallas customers by holding our manufacturer show inside our Dallas warehouse. The operations team did a great job getting the warehouse ready for the show by clearing aisles and dock space so continued on page 14

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REGIONAL SHOWS continued from page 13

12-1 that customers could easily navigate through the warehouse and observe all that a Uni-Select DC has to offer. Each event started out by highlighting the changes and advancements Uni-Select has made over the last several months. Training sessions that included product updates and advancements were offered by Kevin Mack, Uni-Select’s director of product. Kevin also addressed pricing and inventory strategies. Mike Buzzard, vice president of marketing and sales strategies, spoke to attendees about improvements in the Auto-Plus program and advancements made to the Auto Service Plus and SAX programs. Carm Capriotto, vice president of sales and training, brought attendees up to speed on SmartLink Vehicle Care, the exciting new telematics program Uni-Select has launched. The attendees also had the opportunity to hear from Brent Windom, president and COO of Uni-Select USA. Brent thanked customers for their loyalty, and emphasized Uni-Select’s commitment to the traditional automotive aftermarket by instilling in all employees three distinct but interrelated mandates: Execution, Accountability and Delivering World Class Customer Service. Attendees were also “rocked” by guest speaker Jim Knight, who spoke to the crowd about a “Culture That Rocks.” His interactive session highlighted best practices to create and revolutionize a company’s culture in all areas of the business for the business owner and key managers.

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The evening events included cocktail parties, sitdown dinners and entertainment. We also recognized our valuable customers with sales awards ranging from $500,000 to $8 million. National and Regional Advisory committee members were recognized, which consist of store and service center customers who volunteer to help Uni-Select improve our sales and operational methods by offering sound feedback from the regions that they are involved in. Uni-Select’s manufacturer partners were the focus of attention at our booth show, showcasing new and triedand-true product while talking to customers about their specific needs. Attendees were able to visit with traditional aftermarket manufacturers, along with software companies, OE providers and paint and body specialists at the Color Extra booth. It was a busy three months for Uni-Select USA, and we would like to thank all our customers who attended our shows, our manufacturer and computer partners for their support, and our employees who helped make all five of these events a huge success! Our next customer event is our trip to Aruba, December 2-7, 2014. Customers can earn back a portion or all of the trip cost. Speak to your Uni-Select Sales Person to learn more and join us in Aruba! Uni-Select USA has more than 900 parts-store members in the Auto-Plus program. The programs for service centers – Auto Service Plus and SAX – include more than 2,200 members.

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hese days, being able to work while mobile without giving up on features or functionality is critical to business success. Mobility rules, and users expect the same experience whether they’re on their desktop PC, working from a tablet computer, or using their smart phone. And mobile commerce is growing by leaps and bounds now. In a quarterly earnings call last year, eBay chief financial officer Bob Swan said that being mobile increases sales by blending handheld and desktop based processes. E-commerce will grow 20 per cent per year through 2016, he said, while mobile e-commerce will grow at 65 per cent during that same period. Other research shows that mobile purchases account for $1out of every $10 spent online. So the verdict is in; it pays to be mobile, and to enable your customers to reach you while they’re mobile. That’s why Uni-Select has introduced mobile versions of its ASPCentralPoint and UniCentralPoint sites. ASPCentralPoint Mobile and UniCentralPoint Mobile enable Uni-Select jobbers and their installer customers to enjoy access to these sites from their mobile devices. Designed to offer the same full experience as the desktop versions, the new mobile sites are compatible with the full range of iPhone, Android, Windows and Blackberry devices. Users will find all of the same helpful features they’re already familiar with. Stock Check enables the user to find parts by part number, and see quantity on hand from all branches. The Parts Catalog Lookup feature works by VIN or year, make, model or engine. Catalog results are displayed by brand in the seller’s preferred sort order managed in UniCentralPoint DCF Admin. No additional setup is needed.

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VIN SCANNING TIPS A few do’s and don’ts on how to get a useable VIN barcode scan FOCUS AND ZOOM | The barcode should be the main focus within the image you are capturing. Don’t zoom in on the text or the label surrounding it. FLASH | Avoid using flash, or make sure the light from the flash is not obscuring the barcode. Using flash can cause the VIN label to reflect light in such a way that the barcode is obscured. SHADOWS | Avoid casting shadows on the barcode. This will blur the lines of the code and will prevent the image from being scanned properly. DARKNESS/BRIGHTNESS | The photo must be well lit in order to be read properly. If the photo is dark, the sensor can’t recognize the differences between the lines of the barcode. Similarly, an image that is too bright or overexposed can completely wash out any barcodes.

With the VINScanner, the user can scan a VIN in the lot and start a lookup right from the smart phone, or return to the office PC and do it from there, where the car is saved. Users can even scan a VIN photo saved in the camera roll or library. Live orders can be placed to one or more branches of the same seller. Other features including saved orders, order history, and the tools tab are all available via a standard website view menu. English, French and Spanish language versions of the mobile site are available based on the default language settings on the user’s desktop.

©Thinkstock

UNI-SELECT “MOBILIZES” CENTRALPOINT SITES

SMARTLINK

Carm Capriotto, vice president of sales and training, corporate stores

Get Connected Stay Connected BY NOELLE STAPINSKY

NEW SMARTLINK VEHICLE CARE HELPS INDEPENDENT SHOPS STAY TUNED IN TO CUSTOMER VEHICLE ISSUES AND FOSTER LOYALTY

n today’s “webified” world, consumers are nearly inseparable from their smartphones and tablets – communicating, researching on the fly and even controlling their homes by remotely locking doors, setting alarms and adjusting their heating and cooling temperatures. Many have established such connectivity with their vehicles as well. Today there are over 40 processors running various elements under a typical vehicle’s hood and in the cabin, and with constant advancements in technology, the vehicles rolling off OE assembly lines feature embedded telematics that use proprietary coding. And it wouldn’t be hard to guess where that kind of vehicle diagnostic and maintenance management data is being sent – either to the OE or the dealership. While this has posed a problem for technicians to connect with their customers over the years, Uni-Select is spicing up the competition, giving its independent jobbers and installers the first aftermarket telematics solution on the market. In partnership with Delphi Products and Services Solutions (DPSS), Uni-Select launched SmartLink Vehicle Care – a plug and play unit that connects to a vehicle’s OBDII port to provide real time connectivity between independent shops and their customers with vehicle models from 1996 and older. At the 2012 AAPEX, DPSS and Aftermarket Telematics Technology (ATT) won the Automotive Aftermarket Industry Association’s (AAIA) inaugural Aftermarket Telematics Challenge with its DPSS Connect Care

Telematics Solution powered by ATT’s suite of software solutions. It was truly breakthrough technology for independent service providers, but what it needed was a solid network to get it into the marketplace. Enter Uni-Select. “Delphi is one of our suppliers and they approached us because they knew we had a strong core of independent installers and jobbers,” says Carm Capriotto, vice president of sales and training for UniSelect corporate stores. With a Basic Car Care package, SmartLink Vehicle Care identifies and provides information on required maintenance and preventative maintenance that can help customers avoid larger, more costly repairs, and even track driving behavior to give techs a better idea of what might be causing excessive wear and tear on vehicle components. And a monthly subscription to this package can be as low as $9.99. “By sharing the vehicles’ performance data with your automotive professional, when maintenance is due or a there’s a sensor issue, the tech can see it and take corrective actions,” says Capriotto. “Although SmartLink Vehicle Care is not a replacement for complete total diagnostics, it does provide a warning and a guide. For example, the vehicle could have a cell phone plugged in, and the kids are watching DVDs, and the battery is already three years old. The professional shop may notice a voltage issue through SmartLink and reach out to the customer to come into the shop to have the battery professionally tested. It’s to the owner’s advantage to replace it before they end up stranded on the side of the road.” continued on page 20

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Are you looking for a Jobber Management Solution with Uni-Select Integration? Our software allows you to take full advantage of the programs offered by Uni-Select such as eModel, Data Warehouse, and ASP Central Point. Our customers are provided automated price updates and automated packslip receiving and much, much more. Continuously enhancing our software based on the needs and requests of our customers, we recently added RF Scanning, Signature Capture and aOffice document storage. AutoPoint® is loaded with features and tools designed to save time and money for the busy store owner. Amador of America has been providing the AutoPoint® System for 30+ years along with a premier support team. Our customers enjoy quick responses and resolutions from a support staff that understands your automotive parts business.

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SMARTLINK continued from page 18

With a Family Premium Plan, which costs about $14.99 monthly, vehicle owners can customize a bevy of options using an online web portal and get alerts sent to their smart phone or email address. For new drivers or senior family members, geo fences can be set up around a chosen neighborhood or city. “You can also set up a speed alert that will let you know if the vehicle goes beyond a certain MPH,” says Capriotto. The family premium package also allows you to set a curfew so that “if you’re away for the weekend, for example, you will get an alert if that vehicle does anything after the set curfew hour,” he adds. A step ahead For technicians, codes generated by the operating issues within the vehicle will help them better assess what is going on with the vehicle. For instance, if the vehicle’s check engine light comes on – which can happen for a thousand different reasons – a trouble code is sent to the shop. While some customers might ignore it, others often panic and call the shop or show up unexpectedly. With SmartLink Vehicle Care, shops can be a step ahead and call or text the customer to make sure that the gas cap isn’t just loose. But depending on the severity of the issue, shops could book an appointment for their customer or have them come in right away for a diagnostic check. What shops don’t want to have to do is pull their top diagnostic technician, who’s booked all day, out of the bay to discover that it was in fact just a loose gas cap. “Another one of the big values of SmartLink Vehicle Care is that it’s storing all of the codes that come up in the car on a server, so technicians can call up a complete history on the vehicle,” says Capriotto. And, as previously mentioned, it’s a great insight into driver behavior. Hard braking and fast acceleration can cause a myriad of problems. With such a stream of behavioral information, consumers can make driving improvements such as reducing acceleration that will save them money by increasing fuel economy. “If you’re a person who is a heavy braker, you’re going to have more brake jobs done,” says Capriotto. “It’s simple. If you use SmartLink to prove such feedback, and the customer practices ‘slowing down’ and ‘staying back,’ UNI111308_SmartlinkVehicleShopKitBAYBANNER_F1.pdf

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they will have less maintenance costs in the long run.” SmartLink Vehicle Care is also awesomely beneficial for fleet owners. “They’re looking for these kinds of solution to improve fuel economy and manage driver behavior,” says Capriotto. “We see statistics on fleets of the same make and model where one vehicle could have 20 instances of hard braking in six months, while another has 200. It lends itself to understanding that it’s not the brakes, it’s the behavior.” To help promote this innovative little unit with big results, Uni-Select has designed some attractive point of purchase materials, banners, stand up posters and handouts. “And we have a great web presence. Our video “Life is full of uncertainties” is a great short video that really describes many of the benefits of this product,” says Capriotto. “But this is a different kind of sale for the professional shop. When a customer walks in with a problem, they’re not there to buy SmartLink because they don’t need it at that point. This is a ‘want’ sale. It’s about the benefits to the customer and what they can gain.” Launched in February, SmartLink’s introduction to Uni-Select’s members is building momentum. Capriotto says, “We’ve been teaching sales people and holding customer meetings. We’re really excited about this.” In a world where connectivity and instant communication reigns supreme, the benefits for independent shops in offering such technology are abundant. Your customers won’t need to spend $40,000 on a new vehicle to gain such connectivity and capabilities; communicating and scheduling preventative and regular maintenance directly to the customer can be accomplished in a more timely manner, and it’s the car selling the service to the vehicle owner by keeping them informed on a regular basis. And, of course, now that UniSelect and DPSS have delivered the industry’s first North American aftermarket telematics solution, independent shops now have the ability to offer such technology, which will not only drive more sales, but also serve OEs and dealerships with some healthy competition. UNI111308_SmartlinkVehicleShopKitFLOORDIS_F3.pdf

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E PRICING

the

Price is Right A NEW ENHANCED E-PRICING DATABASE OFFERS JOBBERS AND INSTALLERS UNMATCHED PRICING ACCURACY AND CONTROL BY NOELLE STAPINSKY

[ JUNE 2014]

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E PRICING

uto-Plus Banner members can now access Uni-Select’s recently upgraded E-Pricing program, which features thoroughly researched aftermarket resale pricing for thousands of parts numbers that will help members prosper in the ultra-competitive automotive aftermarket world. Uni-Select has been engaged in such market research for a few years now, using the updated pricing data for internal purposes and corporate stores. “But we’ve taken our research to another level,” says Don Poole, UniSelect’s vice president of pricing management and retail. “And we can now provide it to our customers.” It took Poole and his team three months to gather the market research and feed the new pricing to aftermarket data providers and to the webbased E-Pricing portal that its members currently use. “We did market research on thousands of part numbers in the top 20 product categories that we’ve identified,” says Poole. “These products roughly represent about 60 per cent of our total volume. In any case, we survey thousands of part numbers within those categories and compare the market-based suggested retail pricing based on that data.” Prior to this enhancement, Poole says the E-Pricing system provided cost plus or partially market-based suggested selling prices. “But it wasn’t so much reflective of the market. We’ve become far more market-oriented so our members can be more competitive in the marketplace.” While nothing has changed in terms of how jobbers and installers interact with the online pricing portal – which was made available April 1, 2014 – the integrity of the data supplied offers a real time view of competitive pricing suggestions. When members download the pricing data from the website or their own database provider – some third-party aftermarket data providers also have access to Uni-Select’s E-Pricing system – they will see what the suggested retail price is based on current market research. And updates will follow suit with market fluctuations, according to Poole. And so far, the feedback on the new system has been terrific. “One of our larger customers out in Seattle was very pleased,” says Poole. Poole notes that this particular customer did mention that one of the product lines covered wasn’t immediately applicable to his own particular area. While the huge amount of research that goes into e-Pricing is generally applicable across the country, regional market variations mean that specific customers are able to get more value from some segments of the pricing data than they get from others. “Of course, we have customers across the U.S. and the research we do isn’t always effective in certain areas,” Poole says. He explains that the southeastern United States, for example, is extremely competitive – particularly in Florida and Atlanta. “But in the Pacific Northwest, there might not be many low priced competitors or brand name retailers, so our members can afford to sell parts at a slightly higher price,” says Poole. “We are trying to present the best cross-section that we can for the entire country.” With the increased accuracy of aftermarket pricing that E-Pricing offers, members now have access to real time pricing suggestions that can help them grow sales and remain competitive.

Don Poole, vice president of pricing management and retail

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[ JUNE 2014]

A A s p C •

ANNOUNCING A NEW FRICTION PROGRAM THAT’S MILES AHEAD OF THE COMPETITION.

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THE AUTO-PLUS® ONE-STOP BRAKE PAD SOLUTION.

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Leading the industry in quality and durability, the Auto-Plus® program enables service centers to provide customers with a great selection of friction options, depending on their needs, preferences and the complexity of the repair job.

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WE PUT SAFETY AND RELIABILITY AT A PREMIUM. We put ourselves in our customers’ (brake) shoes to develop our new friction program. We understand that trying new friction solutions can be risky, so we chose only the most reliable brands. And as your supply partner, we will ensure that the necessary hardware and parts are there where and when you need them.

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We’ve also made it easier for you to let your customers choose the right pads by categorizing them into three distinct groups, each featuring the industry’s finest brands:

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Delivering dependable performance at a great price.

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Matching and/or restoring OE-braking performance.

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Featuring the latest technologies — sets a new benchmark for brake performance that’s even better than OE-quality.

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BRAKE AWAY FROM THE PACK! Auto Extra® All pads are manufactured to meet ISO/TS16949 quality system specifications. Integrally molded designed brake pads are 100% asbestos-free. Ceramic and Semi-Metallic Pads • 100% steel shimmed, slotted and chamfered for maximum vibration prevention (Ceramic) • Includes all applicable wear sensors (Ceramic and Semi-Metallic) • True NAO ceramic formulations offer quieter braking, reduced brake dust and better fade resistance • 100% shimmed to reduce vibration and noise (Semi-Metallic) • Improves durability and enhances stopping power under all driving conditions

Wagner ThermoQuiet® • Integrally Molded Insulator (IMI) absorbs and dissipates heat, increasing pad life, and vibrations spread over a greater surface area, providing quieter braking • Shim integrated with friction as one piece, eliminating rattling, vibration and noise • Laser-Shaped FrictionTM optimizes interaction between pad and rotor and eliminates vibration and heat, providing less noise and longer life • Dynamic Noise Absorption with OE ceramic technology designed to absorb and eliminate noise • Wagner OE21 new low-copper ceramic formulations provide reduced fade, outstanding dusting characteristics and 35% quieter while providing 15% more stopping power and 40% greater fade resistance • More than 95% of TQ brake pads are made in the USA in Smithville, TN

Monroe ProSolution™ • OE-style shim technology substantially reduces noise • Friction formulation helps reduce rotor wear, resulting in less dust • Slots and chamfers are engineered to help ensure a quiet ride • Stainless steel noise-elimination hardware kits* reduce vibration that can cause braking noise

Monroe Total Solution™ • OE-quality pads, shims, noise elimination clips and lubricant — all in one package • Stainless-steel noise reduction hardware and lube** • Ultra-premium, rubberized shim technology** substantially reduces noise • Sensory locking plate** holds friction material better than conventional stamped steel for less pad separation, vibration and noise • Ultra-premium friction formulations reduce rotor wear, resulting in minimal dust • Wire wear sensor** — continuous wear monitoring helps reduce damage to rotors

*Included in many of the more popular pad sets

Wagner QuickStop • 100% OE Post-Curing Process ensures even friction performance throughout the life of the pad • OE-matched friction formulations restore OE-like braking performance • Application-specific shims, chamfers and slots reduce noisecausing vibrations generated by the braking system • Hardware coverage in 70% of SKUs • Engineered in the USA by Wagner’s OE engineering team Wagner Severe Duty™

• Engineered for the extreme™ — designed for fleet/municipalities • Carbon-based metallic material specifically formulated for extreme heat, frequent stopping and heavy loads • Superior stopping power • High fade resistance and long life • Superior stopping distance, outstanding lining wear, quiet performance • Exceptional friction strength provides mechanical retention where appropriate

**Where applicable

Beck/Arnley® OE Foreign-Branded Brake Pads Manufactured with top-grade materials for import applications, including late models. Unlike the competition, Beck/Arnley sources OE brake pads from OE-approved suppliers. • Used by professional technicians throughout the automotive industry • Cover over 5,934 applications in this category • Focus on applications from 1995 to 2010 • Includes top, reliable Asian and European brands Make Auto-Plus your next stop for brake pads — ask your sales representative for details.

Monroe Severe Solutions™ • • • • • •

Extended brake maintenance schedule High heat fade resistance Sensory Locking Plate — less pad vibration and noise Premium friction material provides high temperature stability Wire wear sensors to reduce damage to rotors Commercial grade

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Beck/Arnley Celebrates 100th Year Anniversary

2014

is Beck/Arnleyâ&#x20AC;&#x2122;s 100th year in business! The company is marking this historic event with a variety of celebrations and a range of special materials celebrating their first century. Part of the activities marking the event is the release of a special video and the creation of an anniversary section on the Beck/Arnley website. They both highlight the rich history of the company and its many accomplishments, with vintage photos accompanied by historic advertisements and catalog covers. The video and website are just the beginning of the many ways the company will celebrate during the course of this anniversary year. Employees have united to give back to the community in 2014, focusing on several local charities including pet rescues, Habitat for Humanity, Junior

[ JUNE 2014]

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Achievement, and a local shelter. Other special employee and customer events are also planned for later in the year. Beck/Arnley is also celebrating their 100th birthday by giving away a 2014 customized Scion FR-S to one lucky winner. This sweepstakes is open to both customers and the general public and will run from June 20 to August 30. The winner will be flown to Las Vegas during the 2014 AAPEX show and will be handed the keys to their new car in the Beck/Arnley booth. To register for the car sweepstakes, visit the company website at www. beckarnley.com or the Beck/Arnley Facebook site. Beck Distributing Corp. was founded in 1914 in New York City by a young man in his 20s named Irving Beck. He saw a future in accessories and spare parts for motorcycles, which were then starting to become popular.

Beck landed his first big contract in WWI by supplying motorcycle sidecars to the U.S. Army. By the beginning of WWII, Beck Distributing was established as one of the leading suppliers of motorcycle parts and accessories in the United States. As the industry rapidly changed, so did Beck’s vision. In the late 1940s, Beck saw another opportunity with the emergence of the import sports car in the United States. British car makers were anxious to find U.S. distribution for their parts, so they went directly to the successful motorcycle parts distributor that they had been selling to for years – Beck Distributing. Then in the early 1960s, the Volkswagen Beetle arrived in the United States. American drivers went nuts over “The Bug”… more than 10 million of them would be

purchased over the next decade. This sparked competition for import car parts. For the first time, import car parts became more than just a business in the United States. It was transformed into a full-fledged industry. As the decades passed, Beck Distributing grew with the industry. There were key mergers and acquisitions along the way, each one serving as another building block critical to the company’s success. Beck/Arnley still carries on the strong business traditions that were first established by Irving Beck in 1914. The company has adapted and changed with the industry, and the fact that the brand has not only survived but flourished for a century is a huge milestone. For more information on the company’s history, visit www.beckarnley.com.

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[ JUNE 2014]

CHEMICALS

ADDITIVES

CHEMICALS & ADDITIVES

HOW TO BUILD SALES

When restocking for a new season, take some time to choose the right mix and presentation BY STEVE PAWLETT

as the hot weather approaches, now is a good time to go through your chemicals and additives displays to assess what needs to be restocked, removed, or added. Given the wide selection of products in this category, store displays can easily get out of control and become difficult to navigate for customers. Take a hard look at your retail display and ask yourself whether your display stands out from others that you have seen. Are you utilizing point-of-sale (POS) materials provided by your suppliers? Are counter staff conversant on all products on your shelves? Do you have adequate stock on the latest offerings from all your key suppliers? Are there any new hires that could use some training in this category?

[ JUNE 2014]

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While most remedy products are self-explanatory, when it comes to describing some of the finer features of some additives and cleaners, it can get quite complex and could confuse the customer. You should be prepared for questions on popular products like diesel fuel conditioner, starting fluid, throttle body cleaners, air flow sensor cleaners, and so on, and as we move into more comfortable weather, you can expect to hear more questions related to detail products such as washes and waxes. It’s usually a good idea to avoid the more highly technical information when talking with customers and instead highlight to them the features and benefits of the products. Keep it simple and you have a better likelihood of making the sale. Whether you’re dealing with a technician, a walk-in,

CHEMICALS

or a DIYer, you need to know what you’re talking about. Most product manufacturers are only too happy to take the time to inform their suppliers about their products. Many hold “lunch and learn” sessions at the jobber’s store. These usually run an hour or so and focus on a handful of items so the sales staff can walk away better equipped to educate their customers. Many manufacturers also offer periodic incentive programs to aid the counter staff in boosting seasonal sales of certain items. Be sure your staff are up to date on the latest programs. For example, an airflow sensor cleaner can be sold to service stations by indicating to the technicians that this is an upsell item. Installers can offer this to customers as an added service on top of an oil change, since airflow sensors have a large impact on fuel economy and horsepower. Now that vehicles are coming in for service less often due to extended oil change intervals, it’s prudent for the technician to bundle services that can improve the vehicle’s performance and fuel efficiency. Don’t pass up on opportunities to sell products that are naturally tied to a service, like selling brake cleaners when a customer gets a brake job. With online sales gaining a strong foothold, be sure your website is up to date on your latest product offerings. According to the third annual Jobber News Shop Survey, 41.3 per cent of respondents said they order up to 25 per cent of their parts online, and a surprising 25.4 per cent claim that they are ordering 76-100 per cent of their parts online now. This was closely followed by the 21.7 per cent who said that they are ordering 51-75 per cent of their parts online. If your store has not put much focus on this aspect of the business up to this point, management may want to re-visit their approach to online sales, improve on the usability of their website, and update the latest product offerings. Most manufacturers now provide extensive product information online. This is in addition to pamphlets and point-of-sale materials that jobbers can utilize. Chemicals and additives are often impulse sales items for walk-ins, so maintaining an attractive display can increase impulse sales. Good presentation By keeping your display clean, organized, well-stocked, and attractively priced you can ensure a steady sales volume. Counter staff should be comfortable making presentations on all of the products you carry to walkin customers. Keep in mind that this is the time of year to purchase more appearance and car care products: waxes, car washes, carpet cleaners, wheel cleaners, upholstery cleaners, and degreasers. At the same time, wind down

ADDITIVES

inventories of non-seasonal products like antifreeze, lock de-icer, and product specifically formulated to meet colder or wetter conditions. With the summer being a little slower than usual to come this year, many consumers still have not cleaned their vehicle for several months, and will see a seasonally oriented display as a reminder it’s time for a good cleanup. While profits on these products may be thin, don’t underestimate their importance for generating repeat business. The quantity of products on display is not as important as the quality of the selection. Having a thorough knowledge of these offerings means each customer that walks in the door is an opportunity to make another sale. For instance, when it comes to brake cleaners and degreasers, technicians are generally your best customers and they are looking for performance and price. The chemical cleaning market, particularly brake cleaning products, has become highly competitive in the last few years as more offshore brands have come onto the scene. In many instances, installers are finding that the cheapest product on the shelf is not always best when they find themselves going through case after case, week after week. Be sure to let your customers know that the brand name brake cleaners and degreasers you carry may cost a little more, but they will a do a better job, require lower volumes and will save the installer money in the long run. Merchandising in the chemicals and additives market can be challenging but in terms of the overall market, the research experts say that sales are good and getting better. Figuring out how to get your slice of that growing pie is the challenge. As vehicles age (the automotive sweet spot is in the six- to 12-year-old vehicle range now), there is going to be a greater need for fuel additives and cleaners to help maintain performance. In fact, according to the research, some 43 per cent of respondents said they had used some kind of DIY additive, and that number is only likely to go up as the vehicle pool ages. Unfortunately, where matters get a little more difficult to understand is on the merchandising side of the coin. How are consumers making their additives decisions? According to the research, the answer is old-fashioned and very low-tech. As for merchandising, brand recognition and comfort level with a particular brand are the consistent leaders in terms of in-store decision making, but word of mouth is also seeing some significant increases. The typical chemical and additives display in any auto parts store can appear overwhelming, given the myriad of brands and products on the market. The key is to understand your market and home in on a select group of products you know will move well.

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[ JUNE 2014]

PRODUCTS

VALVOLINE MOTOR OIL DELIVERS 100 PER CENT ENGINE PROTECTION

MEGUIAR’S RINSE FREE EXPRESS WASH

3M FUEL SYSTEM TUNE-UP KIT

Valvoline, a brand of Ashland Inc., announced the wide-scale availability of NextGen motor oil. The new formula is made from 50 per cent recycled oil and delivers 100 per cent Valvoline engine protection. NextGen motor oil is great for engines and better for the environment, exceeding industry specifications with reduced environmental impact compared to non-recycled motor oil.

This one gallon Rinse Free Express Wash from Meguiar’s Inc. cleans all exterior vehicle surfaces with no need for rinsing. It is a non-scratch, non-streak formulation that wipes off easily and is biodegradable.

The 3M Fuel System Tune-Up Kit is formulated to provide a professional fuel system cleaning to improve vehicle performance using a simple, three-step process. As easy to perform as an oil change and without the need of special tools.

Meguiar’s Inc. www.meguiars.com

3M www.3M.com

DENSO FIRST TIME FIT OXYGEN SENSORS

MECHANIX WEAR 0.5 ORIGINAL GLOVE

SPECTRA PREMIUM FUEL PUMP ASSEMBLY

Denso First Time Fit Oxygen Sensors are designed to meet the increasing demands of today’s engines. Made of the highest quality materials, they are manufactured to the strictest OE standards and subjected to rigorous safety and performance tests. All Denso Oxygen Sensors are checked for high temperature signal output, air tightness, continuity and heat resistance for optimal efficiency.

When you need the tactile control of bare hands while still wearing gloves, get the Original 0.5. The Original 0.5 features a supple 0.5 mm synthetic leather palm, fingertips and thumb, allowing for superior feel and pinpoint precision. Non-lined, four-way stretch spandex finger gussets and thumb panel and stretch Lycra finger panels provide ultimate flexibility.

Spectra Premium offers extensive model coverage on Fuel Pump Assemblies which are designed to OE fit, form and function. The product comes with all applicable installation hardware. Engineered & tested in Canada, this product is 100 per cent performance tested for voltage, amperage, resistance, pressure and volume to guarantee performance and quality.

Mechanix Wear www.mechanix.com

Spectra Premium www.spectrapremium.com

Valvoline www.valvoline.com

Denso www.densoaftermarket.com

[ JUNE 2014]

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Who makes O2 sensors with no tolerance for failure?

DENSO Oxygen Sensors: The Tightest Tolerances in the Business. DENSO has made oxygen sensors for as long as carmakers have been using them. That lets us meet and surpass increasingly close tolerances demanded by OEs. Corrosion-resistant DENSO O2 sensors are built to last, delivering the increased performance and enhanced fuel efficiency today’s drivers demand. Our full line covers Acuras to Volvos. Anything but DENSO? The thought is intolerable!

Check out our full line of First Time Fit® replacement parts 1-888-96-DENSO densoautoparts.com/oxygen-af-sensors a/c compressors & components • cabin air filters • air filters • fuel pumps • oil filters • ignition wire sets • oxygen sensors • spark plugs • starters • alternators • wiper blades

Scan with your smartphone to learn more

THE BRAND

Now Available

. . MANUFACTURERS TRUST FOR THEIR FUEL SYSTEM NEEDS

Complete Fuel delivery Product offering Spectra Premium, a brand trusted for its fuel tanks, straps and sending units’ needs today, now offers fuel pump assemblies, electrical & mechanical fuel pumps and fuel strainer solutions for tomorrow’s vehicle needs. Spectra Premium’s fuel delivery products are engineered and developed in Canada. Backed by several years of tier 1 OE and aftermarket fuel delivery experience.

Fuel Pump Assemblies Product features trilingual packaging including installation instruction sheet. Intense quality inspection to ensure fit, form and function during both development and manufacturing.

electrical & Mechanical Fuel Pumps Carbon commutators, found on specific high flow electrical pump applications, offer increased durability and generate less heat equating to longer lasting fuel pumps. Endurance tested and validated by accredited, third party lab.

Fuel Pump Strainers Designed to ensure optimal filtration and prevent fuel system contamination.

BXLB25

Technical Information Informations techniques Informaciones Tecnicas

FUEL PUMP ASSEMBLY / POMPES À ESSENCE PRÉASSEMBLÉES / DISPOSITIVO PARA MOVER

SP7127M

Made in China, Engineered and Tested in Canada Fabriqué en Chine, Conçu et testé au Canada Hecho en China, Diseñados y probados en Canadá

0179593304000183791P

QR Code Direct access to all of the part information from your mobile device by scanning the QR Code on the label.

The premium choice www.spectrapremium.com

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