1. Ducati North America Service Writer/Manager Process Training

2. Course Guidelines Expect to Participate Cell phones answer the call but step outside room. Feel Free to walk around Restroom as needed Smoking at breaks only please Lunch is in this room Respect each other 3. Name? From? Dealer Affiliation? Riding Experience? What do YOU expect from this course? If you had $20,000.00 to spend on any motorcycle other than a Ducati what would it be? (cant be 4 - $5,000.00 motorcycles) 4. How Difficult was it to get the information you needed? Did your information (about you) get shared? Is your information better received through others or yourself? What has better impact? How well do you think you did at introducing? What communication styles could you identify? Task oriented Narrative Disconnected 5. There are four main personality types This isnt a limited type of thing. People can be a blend of types or yeah crazy. But it is important when we deal with the public to be able to identify personality types and make adjustments to our own communication styles. Wired that Way 6. Sanguine Choleric Phlegmatic Melancholy 7. Scenario: Client rides in with a Ducati Monster 1100. The bike has a fair amount of accessories on it and is relatively clean, but not spotless. He is in for service but is hanging out letting others go in front of him to get to the counter. He seems open to suggestions but isnt clear about his intentions to service the bike. When he doesnt give a clear answer on the full Service and you ask for clarification he seems agitated. 8. Scenario: Client rides in with a Ducati Monster 1100. The bike has a fair amount of accessories on it and is relatively clean, but not spotless. He is in for service but is hanging out letting others go in front of him to get to the counter. He seems open to suggestions but isnt clear about his intentions to service the bike. When he doesnt give a clear answer on the full Service and you ask for clarification he seems agitated. Phlegmatic 9. Scenario: In pulls a newer 1098 Loud and Shiny Rider bursts through service door and makes a beeline for the service counter, putting his helmet and gloves in your work area. Rider pipes up quick without prompting and begins to tell you what to have done and when hell pick it up. As you begin to check Oracle for open campaigns to give him a tentative finish time he argues that he knows the bike is caught up and needs nothing else. 10. Scenario: In pulls a newer 1098 Loud and Shiny Rider bursts through service door and makes a beeline for the service counter, putting his helmet and gloves in your work area. Rider pipes up quick without prompting and begins to tell you what to have done and when hell pick it up. As you begin to check Oracle for open campaigns to give him a tentative finish time he argues that he knows the bike is caught up and needs nothing else. Choleric 11. Scenario: Custom painted Multistrada pulls into the lot and starts swerving around the painted lines in your parking lot. He finally stops, parks and comes into the service drive. He puts his helmet down next to the service counter and is greeted by his salesman - who he shakes hands with and gives a sideways hug. He immediately reaches over counter and extends his hand towards yours smiling greatly. As you try to figure out why hes there he keeps interrupting you to ask unrelated questions. 12. Scenario: Custom painted Multistrada pulls into the lot and starts swerving around the painted lines in your parking lot. He finally stops, parks and comes into the service drive. He puts his helmet down next to the service counter and is greeted by his salesman - who he shakes hands with and gives a sideways hug. He immediately reaches over counter and extends his hand towards yours smiling greatly. As you try to figure out why hes there he keeps interrupting you to ask unrelated questions. Sanguine 13. Can you see how identifying personality types can help you drive sales? 14. Can you see how identifying personality types can help you drive sales? Whos responsible for adjusting their personality type? 15. Can you see how identifying personality types can help you drive sales? Whos responsible for adjusting their personality type? How can you practice Personality Type Communication? 16. Improve communications through the service desk in all directions Increase profitability through communication and efficiency Share overcoming objections and avoiding conflict (when possible) Discuss Service Department Terminology and applicable layman terms Expand the concepts of Productivity Measurement Tools Cut through OEM communication issues. 17. Listen First then Sell How do we listen? How does your environment effect your listening ability? 18. Listen First then Sell How do we listen? How does your environment effect your listening ability? Is listening just a hearing thing? 19. Listen First then Sell How do we listen? How does your environment effect your listening ability? Is listening just a hearing thing? How well is your shop set up to greet the client? How can you get a fresh read on your dealerships appearance? 20. Exchanging Information Answer all the 5Ws & How if possible Ask open ended questions Narrate the clients concerns in print for the technician. Restate the concerns and clarify with the client. 21. Confidence Whos the pro in the service drive? Who does this EVERYDAY? 22. Confidence Whos the pro in the service drive? Who does this EVERYDAY? How Does Our Confidence Fade We begin to believe the lies. (Life knocks us down) Internet techies argue with us. We begin to take what we do for granted familiarity. 23. Confidence Whos the pro in the service drive? Who does this EVERYDAY? How Does Our Confidence Fade? We begin to believe the lies. (Life knocks us down) Internet techies argue with us. We begin to take what we do for granted familiarity. How do we GROW our Confidence? Stay informed and up to date on product. Keep reading (Sales, Leadership & Inspirational) Network with others 24. Breaking the Relationship Down Obstacles of Positive Communication + Circumstances Health, Spouse, Weather + Ignorance Not aware of the process Empathy used to bridge the gap of poor communication. + Show Empathy without making things personal. + Can help you uncover the clients expectations Uncovering Expectations Necessary to fulfill clients needs If they cant articulate their expectations you have to draw them out 25. Customer Satisfaction It isnt your opinion that counts its theirs. CSI has repercussions Compare to AUTO CSI dictates pay CSI effects dealer profit CSI effects marketing advantages CSI drives the bottom line REFERRALS!!! How can you Drive it? 26. How many Personality Traits are typically defined? 27. How many Personality Traits are typically defined? Four 28. How many Personality Traits are typically defined? Four Name the traits 29. How many Personality Traits are typically defined? Four Name the traits Sanguine, Choleric, Melancholic, Phlegmatic 30. How many Personality Traits are typically defined? Four Name the traits Sanguine, Choleric, Melancholic, Phlegmatic Whats the Main Tool Box of the Service Writer? 31. How many Personality Traits are typically defined? Four Name the traits Sanguine, Choleric, Melancholic, Phlegmatic Whats the Main Tool Box of the Service Writer? Their mind. 32. How many Personality Traits are typically defined? Four Name the traits Sanguine, Choleric, Melancholic, Phlegmatic Whats the Main Tool Box of the Service Writer? Their mind. The Service Writer is the ______ of the Dealership. 33. How many Personality Traits are typically defined? Four Name the traits Sanguine, Choleric, Melancholic, Phlegmatic Whats the Main Tool Box of the Service Writer? Their mind. The Service Writer is the __hub_ of the Dealership. 34. Service is what % feelings vs. what % fact? What keywords point to open ended questions? 35. Service is what % feelings vs. what % fact? What keywords point to open ended questions? Who What Where When Why How Kick butt intake question. 36. Service is what % feelings vs. what % fact? What keywords point to open ended questions? Who What Where When Why How Kick butt intake question. How can I tell the technician to duplicate your concern? 37. Overcoming Objections 3 Root causes to declined work + Money + Time + Trust 38. First Objection Money You guys are too expensive + Uncover the clients options Another shop or DIY? + Seed doubt of other shop + Build up sale with Value Added Message. 39. First Objection Money You guys are too expensive + Uncover the clients options Another shop or DIY? + Seed doubt of other shop + Build up sale with Value Added Message. HOLD YOUR GROUND!!! Contrary to common thought clients do NOT value discounts. + It implies your price was too high to begin with + Use ADDED Incentives to gain sale if necessary The best cant be the cheapest and visa-versa. Goes back to Confidence. 40. Objection 2 Time Ask open ended questions to find opportunity instead of obstacle. + Is the motorcycle your primary transportation? + Is it a concern of storage? + When do you NEED the motorcycle back? Offer Solutions + We can provide a discounted rental for you. + We can offer you a valet pick up and drop off + Would you like a ride to alternate transportation + Can I provide you a loaner until next weekend Find a way to work WITH the client. 41. Objection 3 Trust Usually eliminate the other 2 objections first. Ask client politely to identify the cause of their mis-trust. Dont let trust issue change the dollar amount. How do you confront trust issues? 42. Objection 3 Trust Usually eliminate the other 2 objections first. Ask client politely to identify the cause of their mis-trust. Dont let trust issue change the dollar amount. How do you confront trust issues? Turn statements into questions. Use I Messages. 43. Complaint Resolution Whose on spot for handling angry clients? YOU! What s a common cause for explosive clients? Poor communication Unknown damages to bike in service. 44. Complaint Resolution Whose on spot for handling angry clients? YOU! What s a common cause for explosive clients? Poor communication Unknown damages to bike in service. What do we really say about conflicts? Parts dropped the ball That guys nuts Poser thinks hes Valentino. I dont get paid enough to deal with this stuff. 45. Complaint Resolution Whose on spot for handling angry clients? YOU! What s a common cause for explosive clients? Poor communication Unknown damages to bike in service. What do we really say about conflicts? Parts dropped the ball That guys nuts Poser thinks hes Valentino. I dont get paid enough to deal with this stuff. How do we move forward? 46. Stay Calm 47. Stay Calm Empathize 48. Stay Calm Empathize Restate the concern 49. Stay Calm Empathize Restate the concern Avoid Negative Statements 50. Stay Calm Empathize Restate the concern Avoid Negative Statements Be Pro Active let them see action 51. Stay Calm Empathize Restate the concern Avoid Negative Statements Be Pro Active let them see action Follow up 52. Give three main causes for declining work 53. Give three main causes for declining work Time, Money, Trust 54. Give three main causes for declining work Time, Money, Trust What helps a service writer determine the root cause? 55. Give three main causes for declining work Time, Money, Trust What helps a service writer determine the root cause? Open ended questions and just asking. 56. Give three main causes for declining work Time, Money, Trust What helps a service writer determine the root cause? Open ended questions and just asking. Describe Empathy List a benefit of Restating the Concern during conflict resolution. 57. Everything we are discussing is a learned trait. Remember that beyond retail, there are legal implications to our work. Best practices have to be followed Local regulations have to be kept up on. Information has to be gathered Resource: Write it right (California) http://www.bar.ca.gov/80_BARResources/07_AutoRepair/writeAutoR epDlr.pdf Exercise 58. What information do we need on the Repair Order? (RO) 59. VIN Mileage in Mileage Out when done ;) Name, Address, Phone Email ? Texting phone #? Customer States Estimate Model (Mfg, Model, Year) 60. Dispatching should be put to a process that everyone in the shop can plug into. Dispatch has to be monitored Break the dispatching up Warranty Customer Pay Internal Motorcycles have another category Diagnosis vs. Repair. What order is a good priority guideline? 61. Warranty Diagnosis 62. Warranty Diagnosis Warranty Repair 63. Warranty Diagnosis Warranty Repair Appointed Diagnosis 64. Warranty Diagnosis Warranty Repair Appointed Diagnosis Appointed Service 65. Warranty Diagnosis Warranty Repair Appointed Diagnosis Appointed Service Appointed Repair 66. Warranty Diagnosis Warranty Repair Appointed Diagnosis Appointed Service Appointed Repair Walk in Diagnosis 67. Warranty Diagnosis Warranty Repair Appointed Diagnosis Appointed Service Appointed Repair Walk in Diagnosis Walk in Repair 68. Only the Technicians perform diagnosis. First step in proper diagnosis is a thorough gathering of information from : Client DCS Remember that if your Counter Diagnosis is right or wrong its still a bad outcome. 69. What answers do you need to provide a good diagnosis, once the Technician has examined the machine? 70. What answers do you need to provide a good diagnosis, once the Technician has examined the machine? Failed component Part availability Cost of repair Estimated time of completion 71. What is an upsell? How do we present upsold items? Use ethics and priority. Discuss things in terms of Need and recommend What about Updated Service Intervals? Are you selling maint packages by Manufacturers Recommendations? Good time to chat about documentation Every contact with the client during the process needs documented. Printed copies are great, but even if virtual you need to use the Notes area. 72. You should estimate repairs regardless of Warranty or Retail. Use broad figures Incorporate ALL the expected charges (supplies, Hazmat, etc) Figure in a percentage of error Shoot high and make the client relieved to see you. 73. Invoicing is the responsibility of the Service Writer regardless of who pushes a button. Verify the end result of repair to ensure your client is content Verify the documentation of the repair Check the dollar amounts and account for all fees Contact the client Ensure you have a method to Time Stamp the contact Texting and email is great for that. 74. Active Delivery is the participation of the Service Writer to exchange the motorcycle back to the client. Recount the visit Disclose work done Cover the costs of the repair Re-iterate any declined estimates Gather SIGNATURES & Payment Invite client questions Escort to vehicle and perform 2nd walk-around Hand keys to client Invite the client to return and ask for referrals 75. Why is mileage in and mileage out on the invoice important? 76. Why is mileage in and mileage out on the invoice important? Demonstrates test drive 77. Why is mileage in and mileage out on the invoice important? Demonstrates test drive How many digits in a VIN? 78. Why is mileage in and mileage out on the invoice important? Demonstrates test drive How many digits in a VIN? 17 79. Why is mileage in and mileage out on the invoice important? Demonstrates test drive How many digits in a VIN? 17 How many warranty service days are we allowed in 2 years? 80. Why is mileage in and mileage out on the invoice important? Demonstrates test drive How many digits in a VIN? 17 How many warranty service days are we allowed in 2 years? 30 81. Why is mileage in and mileage out on the invoice important? Demonstrates test drive How many digits in a VIN? 17 How many warranty service days are we allowed in 2 years? 30 Why give a Walk-In an appointment? 82. Why is mileage in and mileage out on the invoice important? Demonstrates test drive How many digits in a VIN? 17 How many warranty service days are we allowed in 2 years? 30 Why give a Walk-In an appointment? Why quote the cost of warranty repairs? 83. What is a good dispatch priority? 84. What is a good dispatch priority? Warranty, CP, Walk in Dignosis, Service, then Repair. 85. What is a good dispatch priority? Warranty, CP, Walk in Dignosis, Service, then Repair. How can diagnosing at the counter speed up the repair process? How can YOU implement ACTIVE Delivery? 86. Follow up is a broad term with many applications Lost Sales Service Reminders Holidays and Special Interest Value Added messaging All are meant to drive the bottom line, but are based on Conversation not selling. 87. What does your current Follow Up strategy look like? What is the potential for your follow up strategy? 88. Remember that everyone has the same goal. The first step is DCS All Recalls and Service Campaigns must be addressed Warranty validity must be established for warranty consideration Lets talk warranty process 89. Write RO & Verify Coverage Add any Campaigns or Recalls Dispatch to Technician Communicate with SAM via DCS Order Parts (or fix motorcycle) Inform Client of progress 90. How many digits are in a VIN? 91. How many digits are in a VIN? 17 92. How many digits are in a VIN? 17 Which Digit is the Year? 93. How many digits are in a VIN? 17 Which Digit is the Year? 10th 94. How many digits are in a VIN? 17 Which Digit is the Year? 10th What Letter / number would be 2011? 95. How many digits are in a VIN? 17 Which Digit is the Year? 10th What Letter / number would be 2011? B 96. How many digits are in a VIN? 17 Which Digit is the Year? 10th What Letter / number would be 2011? B What is the BEST source to check for open recalls? 97. How many digits are in a VIN? 17 Which Digit is the Year? 10th What Letter / number would be 2011? B What is the BEST source to check for open recalls? DCS 98. How much of the VIN is needed on the RO? 99. How much of the VIN is needed on the RO? All 17 digits 100. How much of the VIN is needed on the RO? All 17 digits How much of the VIN is needed to check for recalls? 101. How much of the VIN is needed on the RO? All 17 digits How much of the VIN is needed to check for recalls? Last 8 digits 102. How much of the VIN is needed on the RO? All 17 digits How much of the VIN is needed to check for recalls? Last 8 digits What is the most effective step in diagnosis? What one question is the best to ask the client at intake? 103. Efficiency and Productivity Same thing but different. Efficiency is how many Service Managers are rated and PAID! Sold hours divided by hours set by dealer principle Open Hours vs Available Hours. Lets touch on some terminology.. 104. Service Hours Sold 105. Service Hours Sold All labor performed in the shop 106. Service Hours Sold All labor performed in the shop Technician Hours 107. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician 108. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician Retail Hours 109. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician Retail Hours Customer Pay Hours Sold 110. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician Retail Hours Customer Pay Hours Sold Internal Hours 111. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician Retail Hours Customer Pay Hours Sold Internal Hours Sales Dept Requests Dealer Approved Goodwill Etc. 112. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician Retail Hours Customer Pay Hours Sold Internal Hours Sales Dept Requests Dealer Approved Goodwill Etc. Warranty Hours 113. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician Retail Hours Customer Pay Hours Sold Internal Hours Sales Dept Requests Dealer Approved Goodwill Etc. Warranty Hours Hours reimbursed by Ducati (OEM) 114. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician Retail Hours Customer Pay Hours Sold Internal Hours Sales Dept Requests Dealer Approved Goodwill Etc. Warranty Hours Hours reimbursed by Ducati (OEM) Sub-Contracted Hours 115. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician Retail Hours Customer Pay Hours Sold Internal Hours Sales Dept Requests Dealer Approved Goodwill Etc. Warranty Hours Hours reimbursed by Ducati (OEM) Sub-Contracted Hours Work done by a 3rd party but billed through your dept. 116. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician Retail Hours Customer Pay Hours Sold Internal Hours Sales Dept Requests Dealer Approved Goodwill Etc. Warranty Hours Hours reimbursed by Ducati (OEM) Sub-Contracted Hours Work done by a 3rd party but billed through your dept. Productive Hours 117. Service Hours Sold All labor performed in the shop Technician Hours All Labor performed by a Technician Retail Hours Customer Pay Hours Sold Internal Hours Sales Dept Requests Dealer Approved Goodwill Etc. Warranty Hours Hours reimbursed by Ducati (OEM) Sub-Contracted Hours Work done by a 3rd party but billed through your dept. Productive Hours The actual time a Technician spends working on vehicles 118. Whos in charge of Shop Efficiency? Service Writers Schedule the work. Service Writers are responsible to drive sales to increase Efficiency Some other factors Staffing Breaks Unproductive visits Attitude Unpaid Labor (Parking Sales bikes ) Communication? 119. How the numbers work Productivity is the technician rating that pairs Book Time against Actual Time (Productive Hours) Efficiency is the total hours sold divided by the hours available. Take each number and multiply by 100 to make it a percentage. See page 32 120. The other dimension to Efficiency bottom line Effective Labor Rate this gets closer to home. + Take the dollars sold and divide by the hours sold + That is your RECOVERY RATE What effects the labor rate to weaken it? 121. The other dimension to Efficiency bottom line Effective Labor Rate this gets closer to home. + Take the dollars sold and divide by the hours sold + That is your RECOVERY RATE What effects the labor rate to weaken it? + Breaking things in shop + Discounts to boost tire and accessory sales + Labor discounting with a Bundle Discuss some options to recoup your loss. 122. That brings us to GOAL setting What are some items to consider when goal setting? 123. That brings us to GOAL setting What are some items to consider when goal setting? + Location + Space Available + Demographic population density + Seasonality of Region + Staffing + Size of Dealership as a whole + Training Certifications for your department. 124. What is business? We are supposed to be profitable right? Change your focus Think overall big picture thoughts + Think in dollars not hours. + Think is terms of waste not want not. Think teams instead of scapegoats Be the leader you have the potential to be. 125. This type of goal setting takes cooperation and open communication. Treat your dealership as a conglomerate of three or four major companies. + Service + Parts + Sales + Rental + Internet / Wholesale + Education Each Company within the corporation is responsible for their portion of profit and operating success. 126. Service Perspective How can you use your space to make the most money possible? Take your dollar goal and divide by number of bays. + Now you have a hard figure to demand from each bay. + You can take you bay allocations to a fact vs. emotion decision With the focus off of hours and on the whole picture where is your waste? (Hazmat, Return service opportunities comebacks, parts inventory issues) This new perspective opens up new network opportunity as well. Become vested this is more than a job in this economy. 127. Define the Difference: Productivity vs Efficiency A Technicians Goal should be 100% Productive True or false? Can a Technician have too much Productivity? 128. Define the Difference: Productivity vs Efficiency A Technicians Goal should be 100% Productive True or false? Can a Technician have too much Productivity? Yes!!! What idle time can you eliminate at your shop? How many hours do you have to sell to pay for $1000.00 in damage? Where does unaccounted inventory get billed? 129. What Marketing opportunities surround your Dealership? Are you aware of how much profit you currently create for your dealership? 130. The Service Writer is the Eyes and Ears of the Dealership and Ducati NA Who is Responsible for diagnostics? 131. The Service Writer is the Eyes and Ears of the Dealership and Ducati NA Who is Responsible for diagnostics? We train that the client is ultimately responsible for diagnostics subject to reimbursement through the OEM + Think of your last Dentist Appointment what did you sign? + Look to accident insurance claims is there financial liability on the client at any point? Once Warranty is approved, Ducati does reimburse the diagnosis, but get your bases covered BEFORE that happens. Remember the Process DCS & SAMs 132. Goodwill is not Warranty its GOODWILL Goodwill is intended to be a win-win arrangement What factors effect a goodwill decision? 133. Goodwill is not Warranty its GOODWILL Goodwill is intended to be a win-win arrangement What factors effect a goodwill decision? Model Sales Date Registration Warranty Expiration Mileage Service History Number of owners Length of Current Ownership Where the bike was purchased Failed component cost of repair Current condition of machine. 134. 3 reasons to consider Goodwill Earn a client Keep a client Reward a client 135. A "consumer" is a buyer of consumer goods for personal use. A buyer of consumer products for resale is not a consumer. A "supplier" is any person engaged in the business of making a consumer product directly or indirectly available to consumers. A "warrantor" is any supplier or other person who gives or offers a written warranty or who has some obligation under an implied warranty. A "consumer product" is generally any tangible personal property for sale and that is normally used for personal, family, or household purposes. It is important to note that the determination whether a good is a consumer product requires a factual finding, on a case-by-case basis. Najran Co. for General Contracting and Trading v. Fleetwood Enterprises, Inc., 659 F. Supp. 1081 (S.D. Ga. 1986). A "written warranty" (also called an express warranty) is any written promise made in connection with the sale of a consumer product by a supplier to a consumer that relates to the material and/or workmanship and that affirms that the product is defect-free or will meet a certain standard of performance over a specified time. An "implied warranty" is defined in state law. The Magnuson-Moss Act simply provides limitations on disclaimers and provides a remedy for their violation. 136. Designations:A "full warranty" is one that meets the federal minimum standards for a warranty. Such warranties must be "conspicuously designated" as full warranties. If each of the following five statements is true about your warranty's terms and conditions, it is a "full" warranty: You do not limit the duration of implied warranties. You provide warranty service to anyone who owns the product during the warranty period; that is, you do not limit coverage to first purchasers. You provide warranty service free of charge, including such costs as returning the product or removing and reinstalling the product when necessary. You provide, at the consumer's choice, either a replacement or a full refund if, after a reasonable number of tries, you are unable to repair the product. You do not require consumers to perform any duty as a precondition for receiving service, except notifying you that service is needed, unless you can demonstrate that the duty is reasonable. A "limited warranty" is one that does not meet the federal minimums. Such warranties must be "conspicuously designated" as limited warranties. 137. A "multiple warranty" is part full and part limited. A "service contract" is different from a warranty because service contracts do not affirm the quality or workmanship of a consumer product. A service contract is a written instrument in which a supplier agrees to perform, over a fixed period of time or for a specified duration, services relating to the maintenance or repair, or both, of a consumer product. Agreements that meet the statutory definition of service contracts, but are sold and regulated under state law as contracts of insurance, do not come under the Act's provisions. Disclaimer or Limitation of Implied Warranties when a service contract is sold: 138. Sellers of consumer products who make service contracts on their products are prohibited under the Act from disclaiming or limiting implied warranties. (Remember also that sellers who extend written warranties on consumer products cannot disclaim implied warranties, regardless of whether they make service contracts on their products.) However, sellers of consumer products that merely sell service contracts as agents of service contract companies and do not themselves extend written warranties can disclaim implied warranties on the products they sell. 139. Requirements The Act provides that any warrantor warranting a consumer product to a consumer by means of a written warranty must disclose, fully and conspicuously, in simple and readily understood language, the terms and conditions of the warranty to the extent required by rules of the Federal Trade Commission. The FTC has enacted regulations governing the disclosure of written consumer product warranty terms and conditions on consumer products actually costing the consumer more than $15. The Rules can be found at 16 C.F.R. Part 700. Under the terms of the Act, ambiguous statements in a warranty are construed against the drafter of the warranty. Likewise, service contracts must fully, clearly, and conspicuously disclose their terms and conditions in simple and readily understood language. Warrantors cannot require that only branded parts be used with the product in order to retain the warranty.[2] This is commonly referred to as the "tie-in sales" provisions[3], and is frequently mentioned in the context of third-party computer parts, such as memory and hard drives. 140. Full Warranty Requirements Under a full warranty, in the case of a defect, malfunction, or failure to conform with the written warranty, the warrantor: must, as a minimum, remedy the consumer product within a reasonable time and without charge; may not impose any limitation on the duration of any implied warranty on the product; may not exclude or limit consequential damages for a breach of any written or implied warranty on the product, unless the exclusion or limitation conspicuously appears on the face of the warranty; and if the product, or a component part, contains a defect or malfunction, must permit the consumer to elect either a refund or replacement without charge, after a reasonable number of repair attempts. In addition, the warrantor may not impose any duty, other than notification, upon any consumer, as a condition of securing the repair of any consumer product that malfunctions, is defective, or does not conform to the written warranty. However, the warrantor may require consumers to return a defective item to its place of purchase for repair. 141. Interesting Thought The "Lemon Law" presumption is a guide, not an absolute rule. A judge or arbitrator can assume that the manufacturer has had a reasonable number of chances to repair the vehicle if all of the conditions are met. The manufacturer, however, has the right to try to prove that it should have the chance to attempt additional repairs, and the consumer has the right to show that fewer repair attempts are reasonable under the circumstances. + Sourced - http://ag.ca.gov/consumers/general/lemon.php 142. Sometimes you get a lemon State law varies from state to state, but being a national corporation forces Ducati to operate in the least common denominator. You get 30 days over 2 years to warranty service the motorcycle. How important is the dispatch section now? Using Best Practices reduces buyback instances. 143. What are 3 causes to goodwill a repair? 144. What are 3 causes to goodwill a repair? Earn a client, Keep a client, Reward a client 145. What are 3 causes to goodwill a repair? Earn a client, Keep a client, Reward a client Who approves a warranty repair over $300.00? 146. What are 3 causes to goodwill a repair? Earn a client, Keep a client, Reward a client Who approves a warranty repair over $300.00? SAM Service Area Manager 147. What are 3 causes to goodwill a repair? Earn a client, Keep a client, Reward a client Who approves a warranty repair over $300.00? SAM Service Area Manager You use DCS to submit a Warranty Request. True or false? 148. What are 3 causes to goodwill a repair? Earn a client, Keep a client, Reward a client Who approves a warranty repair over $300.00? SAM Service Area Manager You use DCS to submit a Warranty Request. True or false? How many service days of Warranty is Ducati allowed in 2 years? 149. What are 3 causes to goodwill a repair? Earn a client, Keep a client, Reward a client Who approves a warranty repair over $300.00? SAM Service Area Manager You use DCS to submit a Warranty Request. True or false? How many service days of Warranty is Ducati allowed in 2 years? 30 150. What are 3 causes to goodwill a repair? Earn a client, Keep a client, Reward a client Who approves a warranty repair over $300.00? SAM Service Area Manager You use DCS to submit a Warranty Request. True or false? How many service days of Warranty is Ducati allowed in 2 years? 30 Why is Service History Important in Goodwill decisions? 151. Who pays initially to diagnose a Goodwill repair? 152. Who pays initially to diagnose a Goodwill repair? Customer 153. Who pays initially to diagnose a Goodwill repair? Customer Who controls the Goodwill process? 154. Who pays initially to diagnose a Goodwill repair? Customer Who controls the Goodwill process? Service Writer 155. Who pays initially to diagnose a Goodwill repair? Customer Who controls the Goodwill process? Service Writer How do you track warranty open ROs currently? What is a great prioritization tool for your outstanding warranty repairs?