2. Component Skills List This would not be part of the final presentation – but here are four skills required to complete the complex problem as well as the type of content element (in brackets) SUVPS Organizer (Kind-of) Three Minute Drill (How-to) Customized Walkaround (How-to) Demonstration Drive (How-to)

4. SUVPS Organizer We’ve seen that the SUVPS organizer provides a convenient means for learning, retaining and explaining key features about any vehicle to your customers. Now let’s see how well you can organize a set of key features into the five categories yourself.

5. SUVPS Practice For each vehicle feature, select the correct SUVPS category by clicking on the appropriate letter. For an example, click here: Feature: Electronic Stability Control (ESC) with Brake Assist, all-speed traction control, Trailer Sway Control and Electronic Roll Mitigation SUVPS Example

6. SUVPS Practice Feature: Flexible Seating - the reclining second- row 40/60 split fold-flat seats with the Child Presenter feature slide forward to allow an adult to tend to a child from the driver’s seat. SUVPS Great Job! Flexible seating definitely adds to a customer’s comfort, convenience and flexibility. While there may possibly be some safety benefits of flexible seating, this is not the best choice. Please try again. Flexible seating may highlight the value of the vehicle for some customers, but this is not the best answer. Please try again. OK – there is no way flexible seating contributes to our definition of performance. Hang you head in shame and try again. Yes, the seats do look nice, but this is not one of the key styling cues. Please try again.

7. SUVPS Practice Feature: Rear DVD System including a second- row 9-inch overhead screen, wireless headphones, remote control and six Infinity speakers with subwoofer and 368-watt amplifier SUVPS It is possible for a DVD system to provide utility for the customer, but this is not the best category. Please try again. Nope. DVD systems have little or nothing to do with safety. Please try again. Correct! Because the rear DVD systems comes standard on the many Dodge vehicle, it provides unexpected value for your customer. Nope, not performance. Please consider how the customer would respond to learning this is a standard feature on the Dodge Journey. Please try again. While the system itself is quite stylish, this is not the best category for this feature. Please try again.

8. SUVPS Practice Feature: 2.0 CRD Turbo Diesel DOHC 16-Valve I-4 Engine with 103 kW (140 Hp DIN) of power @ 4000 and 310 Nm of torque @ 1750-2500 SUVPS Not the best choice. Please try again. It’s possible that some customers may view the engine in terms of safety (reliable – won’t leave you stranded), but this is not the best choice. Please try again. Possible. Some customers may see a solid CRD as adding to the value of the vehicle. However, this may not be the nest choice. Please try again. Definitely! Power and torque are all about performance. Great job! Unless you have an engine fetish, this would definitely not be a styling feature. Please try again.

10. Product Drill Like SUVPS, the Product Drill is an organization method. It is focused on five vehicle positions and is designed to allow the quick presentation of key features.

11. Starting at the front of the vehicle, select the best feature to address. 2.0 CRD 1-4 inline engine Product Drill Practice Not the best choice. Boot capacity is best present at the rear of the vehicle, where the customers can actually see the boot capacity. Please try again. 2.0 CRD Inline 1-4 engine 33.4 cl of boot storage 2000 kg towing capacity While towing capacity does rely on the engine (which is at the front of the vehicle), it is best to be addressed at the rear. Please try again. Correct – in final product, video would play demonstrating students choice and automatically move to the next slide after playing.

12. Moving to the driver’s side of the vehicle, select the best feature to address. 2.0 CRD 1-4 inline engine Product Drill Practice Not the best choice. All drivetrain components should be addressed at the front of the vehicle by the engine. Please try again. Electronic Stability Control Automatic 6-speed dual- clutch transaxle Chill-Zone Beverage Bin The Chill-Zone beverage bin is located on the passenger side of the vehicle above the glove compartment – which is difficult to see from the driver’s side. Please try again.. Correct – in final product, video would play demonstrating students choice and automatically move to the next slide after playing.

13. Moving to the passenger side of the vehicle, select the best feature to address. 2.0 CRD 1-4 inline engine Product Drill Practice Correct! Finished product would show presenter demonstrating feature as the student should when with the customer. Media Center N835 Radio Flip-N-Stow in-seat storage Rear Back-Up Camera Nope. This is best demonstrated at the rear of the vehicle. Please try again. The media center is in embedded in the dashboard – better to wait until the customer is inside the vehicle. Please try again.

15. Tailored Walkaround Practice The Tailored Walkaround is a longer and more focused vehicle presentation than the product Drill — tailored to specific customer wants and needs. Let’s practice customizing a presentation now.

16. Tailored Walkaround Practice Scenario: A 28-year old woman greets you on the lot. She is interested in a 2010 Dodge Charger, but is also shopping the Nissan Altima 3.3 and the Ford Mustang GTX. She is single with no kids and wants a vehicle that matches her style and “go-get-‘em” attitude.

17. Scenario: Starting at the front of the vehicle, which feature is most appropriate? Tailored Walkaround Example Aggressive front end with bold Dodge crosshair grille 3.5 High Output petrol V6 and next- generation 5.7 HEMI® petrol V8 World-class four-wheel independent, suspension system Correct! Because your customer is primarily concerned about style (attitude), the fascia (cross-hair grille) is the best choice. (Play Video) There could be a better option. Since your customer is interested primarily in her presence driving the vehicle – move away from performance and try again. Suspension systems primarily lend themselves to performance characteristics. Your customer seems more interested in style (attitude). Please try again.

18. Scenario: Moving to the back of the vehicle, which feature is most appropriate? Tailored Walkaround Example 2000 kg towing capacity Rear Back-up Sensors Flared boot and “muscular” rear fenders Correct – in final product, video would play demonstrating students choice and automatically move to the next slide after playing. Back-up sensors have much more to do with utility than style or performance. Please try again. Towing capacity has very little to do with attitude – unless you have something very large to two. Please try again.

20. Demonstration Drive Practice The purpose of Demonstration Drive is to allow Customers to experience how the vehicle actually performs. Let’s try to bring a few key experiential features to life for our customer.

21. Demonstration Drive Practice Which of the following features would be the best to high light first? Aggressive front end with bold Dodge crosshair grille Interior design and dashboard layout World-class four-wheel independent, suspension system Handling of the vehicle may be a key concern for your customer – but it is too early in the demonstration drive to address this feature yet. Please try again. Correct! “Attitude’ is important to your customer – and the race-car inspired instrumentation layout may pique the customer’s interest! Play video. While styling cues may be important to your customer, the demonstration drive is not the best time to point these out. Please try again.

22. Demonstration Drive Practice When moving on to the expressway from a side street, which feature should you address? Electronic Stability Control (ESC) 3.5 High Output petrol V6 and next- generation 5.7 HEMI® petrol V8 Short/long arm (SLA) independent front suspension Correct! The 3.5 V6 provides plenty of power for merging and accelerating in traffic. Play video. While ESC may keep the vehicle from swaying during acceleration during cornering, this is not the best answer. Please try again. While the suspension may make cornering more responsive, this is not the best answer. Please try again.

23. Demonstration Drive Practice When stopping to allow the customer to drive, which feature should you address? Classic Dodge Charger Styling AutoStick® clutchless manual shifting Near 50/50 weight distribution Correct! As you switch positions (driver and passenger), point out the classic Charger styling. (View video) Nope. It’s better to discuss shifting features when accelerating or downshifting. Please try again. Nope. Weight distribution affects cornering more than anything else (especially while accelerating). Please try again.

24. Conclusion Good Job! Now lets learn a bit more about what goes into each of the steps you’ve just completed.