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) Product Presentation (How-to) Customized Walkaround (How-to) Demonstration Drive (How-to)

4. SUVPS How To Before we can present a vehicle to a customer, we need to understand the vehicle key features, and to learn, remember and present the features we need a way to organize them. This is where SUVPS come in!

5. SUVPS How To The information you need organize SUVPS features can be found in the vehicles product guide.

6. SUVPS How To For example, features that fall under the Safety and Security category for Dodge Nitro include: Electronic Stability Control (ESC) Four-Wheel Disc Brakes with ABS Tire Pressure Warning Lamp and Available Tire Pressure Display Active Front Head Restraints Supplemental Side-Curtain Air Bags with Roll-Sensing Technology Rear Park Assist System

7. SUVPS How To In each vehicle Product Guide, features have also been categorized for Utility, Performance, Value and Styling.

8. SUVPS How To Now that you know where to find the information, the key to learning vehicle features is to practice following the product drill guidelines for each vehicle your dealership carries. Let’s see how to do that now.

10. Product Drill How To Now that we’ve seen what a product drill looks like, you may be wondering how you prepare for a product drill. The answer lies in learning your vehicle’s features and knowing where and how to present them.

11. Product Drill How To The information you need to conduct a product drill can be found in the vehicles product guide.

12. Product Drill How To For example, when presenting the driver’s side of the 2010 Dodge Journey, you should address: Electronic Stability Control (ESC)* with Brake Assist, all- speed traction control, Trailer Sway Control and Electronic Roll Mitigation Available 16-inch, 17-inch and 19-inch wheels and tyres

13. Product Drill How To Use the product guide to learn the key features to be covered in the product drill – then practice, practice, practice. Get out on the lot with a vehicle and practice walking around the different positions and covering the recommended features until you can do it naturally in a conversational tone. And remember, NEVER use the product guide as a resource when with a customer.

14. Product Drill How To Let’s look at some basic guidelines for the each of the five walkaround positions of the product drill...

15. Front Start with an opening statement – learn one for each brand and vehicle you sell. Then address engines, transmissions and any other things you feel are important to the customer.

16. Drivers Side Here’s where you can present the “Big Story” – what is it about this vehicle that makes it different from everything else on the road? Focusing on the side of the vehicle, address Wheels and tires, brakes (including ABS, TSC, ERM, BA, ESP), suspension systems and the drivetrain.

17. Rear Start at the top of the vehicle and work your way down and say what you see. For example, with the Jeep Liberty, you would address:  Liftgate with flipper glass  Reversible cargo tray  ParkSense ® Rear Park Assist System  Towing capability  Trailer Sway Control

18. Passenger Side Because there are not many features to be presented on the passenger side of any vehicle, it is best to lead off with a value statement. For example:  “This vehicle comes with more standard electronic and safety equipment than pretty much anything in its class…” Then discuss features that support your value statement  Driver and front-passenger advanced multistage air bags  Side-curtain air bags with roll-sensing technology  Five-star crash test ratings

19. Interior If the vehicle is equipped with a sunroof, start there and work your way down the center stack. Then go left to right. For example:  Sunroof: one-touch operation, removable top, Sky Slider™  Mirror: uconnect phone, auto dimming  Radio: Number of speakers, uconnect gps  Climate Control: automatic dual zone, infrared, “set and forget”  Electronic Accessories: adjustable pedals, heated seats, EVIC

21. Demonstration Drive How To A skill essential to conducting a successful demonstration drive is knowing how to use the road to highlight key vehicle features. Let’s see how this is accomplished by looking at a number of opportunities and seeing how they may be leveraged.

22. Demonstration Drive How To Railroad crossings may be used to demonstrate How quietly or smoothly the vehicle went over the tracks – highlighting both suspension and NVH qualities. Stops can be used to highlight the smoothness of breaking and features such as ABS, suspension systems and NVH.

23. Demonstration Drive How To Changing speed limits can be used to highlight vehicle acceleration, handling (if merging onto a highway) and NVH. Rough roads present an excellent opportunity to highlight a number of features, including NVH, ESP, suspensions systems, ride quality and seating comfort.

24. Demonstration Drive How To Sections of road that a curvy offer an opportunity to discuss (and perhaps demonstrate) ESP with traction control and possible ABS. Steep grades allow you to demonstrate the feel of the brake systems and the absence of brake fade while applying the brake down a long and/or steep hill

25. Demonstration Drives The key to a successful demonstration drive to find as many opportunities to demonstrate as many features of the vehicle as possible. Plan your drive route out in advance – making sure you have enough variability to highlight all key features of the particular vehicle.