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Part Two - Service Media Center

1. Er EET oe eee ee a Retail Best Practices Reaction Faction s pave kosholek Uy Over the years Harley Davidson dealerships have purchased interactive displays such as the LED Lighting Premium Air Horn and Heated Accessories stands and set them near a power outlet in their Genuine Motor Parts and Accessories P amp A floor area A few dealers have set interactive stands in the Service Write Up Area which is an excellent idea These locations enjoy heavy customer traffic and it s possible that over the year hundreds and maybe thousands of customers have experienced these accessories in action That s a lot of customer impressions but how many have bought the item Probably not as many as you would like and the reason for the low conversion rate is what I call the reaction faction Consider this A customer presses the button to hear see and feel what an electronic accessory can do For the next 30 to 60 seconds the impression is strong Unfortunately moments later the customer s attention wanders and the excitement fades In minutes the impression can weaken to a point that the customer won t even remember to ask about the accessory when talking to dealership staff And because staff didn t recognise the customer s excitement during the interactive experience they miss the opportunity to react to the cus tomer s moment of buy The solution is to locate
2. Technicians must take the time to ensure that any and all tyre or wheel issues are identified and rectified properly before they test ride vehicles and certainly before delivering motorcycles back to customers Inspect wheels for issues requiring service or replacement such as Loose damaged or missing spokes on laced wheels Repair or replace problem wheels in accordance with the instructions in the Harley Davidson Service Manual Punctures gouges bends and cracks of any kind Replace the wheel or rim if damaged never attempt to repair a damaged wheel Loose damaged or rusted wheel bearings Spin each wheel and listen for a grinding noise or feel for a rough vibration that could indicate a failed bearing Check bearing end play and replace in accordance with Harley Davidson Service Manual recommendations Worn or damaged wheel bearing seals Inspect for tears damage and grease leakage that could indicate a failed seal Replace damaged seals and consider wheel bearing replacement as a precaution because a failed seal may have caused bearing damage As you can see there are dozens of issues that can be cause for concern when it comes to tyres or wheels Consequently technicians must take the time to ensure that any and all tyre or wheel issues are identified and properly rectified before they test ride vehicles and certainly before delivering motorcy cles back to customers T
3. e H D Adelaide Adelaide South Australia Capital H D Orange New South Wales Australia It s exciting to see these programmes make the transition from the U S to different areas of the world said Chris Tribbey Manager Service Marketing amp Retail Capabilities They demonstrate how a really good idea has universal appeal that tran scends geographic and cultural boundaries In this case what s good for Service departments in the U S is proving to be very good for European dealerships as well THE LEGEND ON TOUR IN ITALIA The big news from Italy this spring is the start of the seventh annual Harley Davidson The Legend on Tour event This event brings the world of Harley Davidson to cities throughout Italy and includes a display of current model bikes the opportunity to test ride various models and a shop where the public can purchase clothing and other Harley Davidson merchandise Each city on the tour features its own programme but the demo rides remain the feature attraction at each location At various times throughout the tour The Legend on Tour will join with other motorcycling festivities as it did last year in Rome for Motodays For further information regarding dates and locations please consult the calendar at www harley davidson it HARLEY IN HOLLYWOOD The Harley Davidson Entertainment team and H D Styling worked with film producers and the director of the Columbia Pictu
4. Dealer Tools gt Online Signage Pro eramme Sign Shop 8 5 x 11 Promo Signs 99418 05 gt Select a Promotion gt Parts amp Accessories In addition dealerships can develop their own QR codes and use them to direct customers to the dealership website You can add them to print advertising such as flyers or posters containing product or contact info use them to announce special offers and events or generate coupons Creating codes isn t difficult Just do a quick Internet search for the appropriate applications and you ll be on your way to accessing a great new marketing tool QR CODES H D QR codes will soon be appearing in ShopTalk directing our readers to more extensive information on products and training materials Currently there are approximately 35 videos that readers can connect to via QR codes and there will be lots of opportunities to use them in the future In addition the Motor Company is including QR codes in signs that will appear in the Online Signage Programme and in various brochures Although QR codes are in their infancy we hope you ll take advantage of this new easy to use technology and extend your knowledge of all things Harley Davidson amp Scan this OR code to view an LED headlamp video on your smartphone Best Practices of the Service Event F HARLEY DAVIDSON Part Two By Dave Koshollek s qzy service event is any situation when a customer brings his
5. Super Sport or Quick Release Compact Detachable Windshields Does not fit on Frame Mounted Highway Pegs P N 50855 09 or 50865 09 or Freight Train Chrome Headlight Nacelle P N 67907 96 Windshield Mounted Boom Audio Cruiser Amp amp Speaker Kit P N 76321 09 THE BOOM AUDIO MUSIC AND INTERCOM KIT The Boom Audio Music and Intercom Kit provides the ability to install intercom communication headset audio and separate rider passenger volume control on a radio equipped vehicle without the purchase of a Tour Pak and rear speakers This kit is specifically designed to integrate fully with the Harman Kardon Advanced Audio System and offers the same functionality currently available as Original Equipment on Electra Glide Touring models It has easy to use up down controls for passenger volume and both the push to talk PTT switch and the passenger headset connection are positioned conveniently in a small housing attached to the left rear fender strut In addition this system allows FLHX FLTRX and FLHTC customers to add a rider headset connection without replacing the OE console Customers who have already installed additional Advanced Audio Accessories such as the XM Bike to Bike CB Hands Free Module or other equipment that required the purchase of Wiring Harness P N 70169 06 should pur chase Music and Intercom Kit P N 77108 09 instead See the next section for complete details The
6. for the sake of the customer and the dealership talk posi tively about it Hold in dealership customer seminars Link special offers to the subject such as a coupon for reduced price on a 4000 km 2500 mile ser vice for those who attended a seminar on routine maintenance Have staff ready in the P amp A and Service depart ments and the Design Centre and Fit Shop to serve interested shoppers Contact customers directly with offers of interest Use the dealer ship s newsletter list or pull a list from your dealership management system to make contact via phone or e mail directly You can even target specific customers by filtering the list by vehicle year or model If you don t know how to do this meet with your system administrator or call the technical support hotline for your specific dealer management system The following are a few ideas for special offers Create seasonal specials such as a winter storage programme Offer one where the vehicle is stored at the dealership and one where the dealership prepares the vehicle and returns it to the owner s residence for winter storage in his or her garage Use the Customiser or Custom Seat Web sites to create visual designs that would excite a late model Harley bike owner Personally invite customers to experience new accessories of interest On the day of an event every day for that matter staff must represent the dealership and pro
7. the greater the store s P amp A sales the healthier the dealership is financially and that trickles down to affect every employee We all stand to gain from these efforts to attract more customers more often e Align your in dealership promo tions with Harley Davidson factory promotions for greatest effect For instance managers should review promotional materials provided by Harley Davidson and take the steps Customers Who Linger Longer Make Your Sales Stronger Display your dealership events calendar in high traffic areas of the dealership so customers know about upcoming events and rides to capitalise on the excitement the Motor Company creates via its advertising Go to the Dealer Marketing Engine DME on www h dnet com for the latest information on factory promotions and advertising campaigns Use the DME Ad Builder to create postcards you can direct mail to your customers Hold a meeting of department heads to discuss how to optimise every factory promotion and how in store promotions can complement the factory promo tion to increase your P amp A sales Ask yourself Considering the type of customers who will be attracted to the factory promotion what other P amp A and or special services would interest them Display your dealership events calendar in high traffic areas of the dealership so customers know about upcoming events and rides Also remember to keep the dealers
8. Boom Audio Music and Intercom fits 07 later Touring models equipped with the Advanced Audio Radio This unit requires installation of an Intercom System Flash and requires the dealer to download a Digital Technician Flash This unit does not fit 06 models due to the difference in hand control connections Also it requires separate purchase of the Boom Audio Half Helmet Music and Communica tions Headset or the Boom Audio Full Helmet Premium Music and Communi cations Headset Boom Audio Music and Intercom Kit P N 77107 09 Listen Up Details on Boom Audio Components BOOM AUDIO MUSIC AND INTERCOM KIT Another exciting audio option is the Boom Audio Music and Intercom Kit P N 77108 09 This system offers the same features as the Music and Inter com Kit just discussed but it will also work with the XM Module and Bike to Bike Communication Kit using Wiring Harness P N 70169 06 This kit is required because the connection for the additional accessory kits competes with the connection point for the previous Music and Intercom Kit P N 77107 09 The jumper harness allows customers to use both the required Expansion Harness and this new Intercom Kit P N 77108 09 To enable passenger controls to work with the Detachable Tour Pak Rack Kit for Electra Glide 09 Later Models P N 53246 09A and the Tour Pak Quick Disconnect Harness for Ultra Models P N 70032 09 customers will need to purcha
9. a slatwall I recommend locating this exciting display close to a staff position so customer experiences can be recognised and reacted to immediately Follow the six steps listed above and you will definitely sell more accessories more often 79 Parts amp Accessories Quick Quiz Take your Quarter 2 2011 ShopTalk Quick Quiz at HDU Online Log in to h dnet com select the HDU page and then select HDU Online Quizzes must be completed by May 20 2011 If you have received this Study Guide in error please call 800 842 0347 BEFORE you take the quiz online 1 Which of these statements is true regarding the H D1 Bike Builder tool a supports factory customisation b It supports P amp A dealer installed packages for the 1200 Custom It can be found www h d com d All of the above 2 With effect from January 2011 all 2011 XL Sportster models excluding the XR1200 will be fitted with Michelin tyres a True b False 3 Itis acceptable to install more than 99 2 grams 3 5 ounces of weight to balance a wheel and tyre assembly a True b False 4 Dealerships can use Quick Response codes in which of the following ways a To direct customers to dealership websites b To add to print ads such as flyers or posters to transmit product information or your contact information c To announce special events or generate coupons d All of the above 5 A Genuine Motor Parts and Accessories P amp A best
10. and tyres are ready for the road The following is provided to help technicians service consultants and parts professionals Besides this article refer to the model specific Harley Davidson Service Manual and go to the Dunlop Motorcycle Tyre website for their expert advice on tyre service and repair Visit www dunlopmotorcycle com gt Info Centre gt Tyre Tips oe eee ee MOTORCYCLE TYRE SELECTION For confidence inspiring performance in every regard and the circle of trust your customers deserve only fit tyres specified by Harley Davidson Only fit the tyres listed in the latest Harley Davidson Genuine Motor Parts amp Accessories catalogue or in the Shop for Your Bike section of www h d com for the appropriate model This will ensure that the tyre brand design size load carrying capacity and speed rating are appro priate for that motorcycle ae BEBE DATE TEH m mo Ma a T TA SERVICE Pea 24 Your customers need to know they can rely on this circle of trust to ensure their motorcycle wheels and tyres are ready for the road Download the Dunlop Motorcycle Tyre Tips for six pages of valuable technical safety information and service advisories Tyres Require a Circle of Trust NEVER install a new unworn tyre motorcycle with a worn tyre on the other wheel Install new tyres in sets for a circle o
11. bagger when a clean look is desired Kit includes all required mounting hardware and wiring for easy instal lation under the fairing outer fairing must be removed This antenna fits 98 later Touring and Trike models equipped with AM FM WB radio and fairing Note The Hidden Antenna may result in a slight loss of AM and WB broadcast signal strength in certain urban and rural locations when compared to an OE whip antenna Boom Audio Hidden AM FM WB 76000040 ADVANCED AUDIO RADIO OPERATION GETTING THE BEST SOUND FROM YOUR SYSTEM Information on the operation and features of the Advanced Audio radio is available at www h dnet com gt Depart ments gt Parts amp Accessories gt Catalogs amp Literature gt New Product Intro Sheets gt Boom Audio gt Boom Audio Advanced Audio Radio Opera tion amp Features This document contains tips on The three position fairing switch Volume settings for the Audio speaker Music Audio Headset Music Intercom Bike to bike communication Intercom voice activation VOX including the sensitivity setting Note This document is only available in English Bike to Bike Communication CB Bike to bike communication CB is a very popular component of this system Here s how to use it e Press the button on the radio face then push the on off button e Next set the channel Check with
12. connect to via OR codes and there will be lots of opportuni ties to use them in the future the QR reader is installed point the device s camera at a code scan or take a picture of the code to display encoded content such as text images contact information or even a Web page Also you can generate and print your own QR code by visiting one of several free QR code generating sites CURRENT USES OF QR CODES Originally used for tracking parts in vehicle manufacturing QR codes can be seen in magazines on signs buses business cards and even T shirts They ve been used on movie posters billboard ads and in store displays for event ticketing and tracking trade show management contests direct mail campaigns websites and e mail marketing QR codes have even been used as art with functional codes constructed from all sorts of materials They can provide information about a business display a website or a trailer for a movie or give users a coupon When added to a business card a QR code makes it easy to add contact information to a mobile phone address book You also can use a code to create a link to your Twitter or Facebook profiles HOW YOUR DEALERSHIP CAN USE QR CODES The Motor Company recently launched marketing materials that incorporate QR codes Now it s time to implement them in your showroom Signs using QR codes are available on the Dealer Marketing Engine DME From the DME home page go to
13. of any aftermarket components on the bike A different exhaust air box chrome covers or other aftermarket components can cause runability or handling issues Next try to verify the customer s concern you want to make sure you identify and fix a real technical issue rather than trying to correct what may be an unjustified complaint If the issue is intermittent and you can t seem to duplicate it that s when you really need to pick the customer s brain Examples of questions to ask are e When the bike quit running did it lose all electrical power e What did you have to do to restart the motorcycle e Was the bike at full operating temperature Remember to ask questions that will give you further insight into runability issues PROBLEM SOLVING MADE SIMPLE Let s talk about basic diagnostic steps to take when dealing with a powertrain issue If the bike comes in because of a customer complaint about a phantom noise first attempt to pinpoint the sound electronic listening devices work well for this Once again the sound that concerns the customer may be a normal representation of the bike Before you start to tear the engine apart don t forget to perform the basic tests Don t forget to check oil pressure when the engine is cold and again when it s hot a lot of times this gets overlooked Also perform a compression test The front and rear cylinders should be within 0 7 kg cm 10 ps
14. package price P amp A and labour when you customise the ad Then promote these jobs on your website in e mail blasts and on handouts or in dealership signage with confidence knowing that they meet the P amp A and MotorClothes apparel Minimum Advertised Price policy Customer Service Invoice Template This new template allows you to customise and personalise your service invoices With it you can access drop down tools quickly and easily to create your custom offer on any TALON service invoice Simply print your new service stationery from your computer and then place it in your printer tray or the manual feeder and you re ready to go Spring Retail Optimisation Spring is an important time for motorcycle service and these materials will help to promote that activity by reminding customers to schedule their spring service appointments today f SPRECHEN SIE DEUTSCH We are pleased to announce that the ShopTalk Study Guide and ShopTalk Service and Parts and Acces sortes Employee Newsletter are being translated into French German Spanish Italian and Japanese for distribution to alk LE a dealerships in Canada Western Europe and Japan There are plans to expand to other sections of the globe in the near future As the publications go global ShopTalk will Kur 2151 zum Thema ung incorporate news from E oe overseas which should prove benef
15. problem on our hands Sometimes we jump right in assuming the worst and we end up creating a major headache I know this all too well before I took a job as Technical Service Repre sentative spent about 20 years turning wrenches Let s not go into my mistakes but trust me there have been a few and I like to think of each one as a valuable learning experience With problems such as no throttle response advanced audio issues low fuel light issues runability issues and handling concerns diagnostics are a lot tougher these days Even so this article is just a reminder to keep it simple Harley Davidson motorcycles need gas spark and compression just like always and electricity always needs power and earth I ve seen runability issues turn into nightmares when in the end it ended up being a bad spark plug I know of technicians who have lost a day s worth of labour chasing an electrical issue that turned out to be caused by aftermarket spark plug covers Steve Nadeau Technical Service Representative Back to Basics with Diagnostics If the bike comes in because of a customer complaint about a phantom noise first attempt to pinpoint the sound electronic listening devices work well for this GET INFORMATION FROM THE BIKE AND THE CUSTOMER The condition of the bike and the customer s input will determine how to diagnose the issue systematically First give the bike a good walkaround Take note
16. the area and products Hang accessories in their attractive and interesting normal visual plane for best customers 1 to post impact For example Custom 2 Keep the message simple and inter paint and seats should be hung invitations on social esting with a focus on the benefits horizontally as they would be 3 Engage every customer personally on the motorcycle Better yet networking sites For example signs and hanetags install them on a motorcycle should list benefits in bullet form Wipe fingerprints off all glass such as Facebook so they can be understood at a chrome and painted surfaces glance This advice is good for hourly for best presentation MySpace and Twitter any area where P amp A is sold the P amp A counter Service Write Up Replenish empty hooks at least Area customer lounge Design once daily to make impulse Centre and motorcycle sales floor buying more lucrative The following are some other ideas to Ensure interactive displays are get your customers to linger longer in good working order check where PRA are sold operation every morning Smile and welcome every customer Renew displays weekly you encounter Use opener questions to create greater interest to get the customers talking such as for return customers What did you ride in on today or r For a greater understanding of Nice tattoo who did the work P amp A merchandising complete Create and maintain exciting prod
17. the other members of your riding group to choose a channel you all agree upon e Then set the volume control Please note that it can only be adjusted in Com mode Volume for this function can be adjusted independently by the rider and passenger if in headset mode Here too F for front rider and for rear passenger volume settings will be displayed on the screen The screen also will read cb vol After exiting setup mode a small CB icon will be displayed on the radio face to show that the CB function has been activated 24 This new antenna from Boom Audio is hidden inside the fairing fora clean unclut tered look It is the perfect addi tion to the Street Glide Road Glide Custom and Electra Glide Classic models equipped with detachable Tour Pak luggage Listen Up Details Boom Components Hang on to this article and share it with others in your dealership so everyone knows precisely how to get the most out of the Boom Audio System components e Simply press the button again to return to normal music operation The rider or passenger must then press the PTT button to communicate with other bikes or vehicles equipped with a CB system Note The CB may operate on different frequencies depending on the country however if the vehicle was built for the market where it is in use there should be no issues Check with your teleco
18. vibration tested to the exacting Harley Davidson specifica tions The Boom Audio High Performance Boom Bagger Fairing Speakers fit 06 and later fairing mount speakers on Electra Glide Street Glide and Trike models that are equipped with the Harman Kardon Advanced Audio System 0 Boom Audio High Performance Boom Bagger Fairing Speakers P N 77181 10 BOOM AUDIO HIGH PERFORMANCE BOOM BAGGER SPEAKERS The Boom Audio High Performance Boom Bagger FLTR Fairing Speakers and the Boom Audio High Performance Boom Bagger Rear Speakers are upgrades that are direct replacements for stock speakers They provide both increased and improved volume and clarity at highway speeds plus all the same features as the Boom Bagger Fairing Speakers described above Boom Audio High Performance F Boom Audio High Performance Uy The dynamic Boom Audio High Performance Boom Bagger FLTR Fairing Speakers fit the front fairing speaker port on 06 later Road Glide models equipped with the Harman Kardon Advanced Audio System Boom Bagger FLTR Fairing Speakers P N 77028 10 The Boom Audio High Performance Boom Bagger Rear Speakers fit the rear speaker pods on 06 later FLHTCU FLHTCUTG and FLHTK models equipped with the Harman Kardon Advanced Audio System and Touring models equipped with the Tour Pak mounted speaker kit Boom Bagger Rear Speakers P N 77037 10 Any o
19. yov re getting a heads up on what they are and how they work WHY USE 2D CODES 2D codes are more useful than standard bar codes because they can store and digitally present larger amounts of data They can also be used in a greater variety of applications than standard bar codes and an ordinary smartphone can be used to retrieve the information Conventional bar codes were a big innovation when they came into popular use about 40 years ago offering a quick To read the information relayed by a OR code all you need is a smartphone Scan Quick Response OR codes on your smartphone equipped with a OR reader The readers are free and can be installed quickly accurate way to read data on everything from manufactured goods to groceries As their popularity increased busi nesses saw a need to increase the amount of information stored in the code In Japan in 1994 a company called Denso Wave created the Quick Response QR code now one of the most popular versions of 2D code available and the one chosen for use by Harley Davidson To read the information relayed by a QR code all you need is a smartphone equipped with a QR reader to locate one search the Web for QR reader or QR scanner app The QR readers are free and can be installed quickly Once OR Codes Valuable New Marketing Tool FA SERVICE F PA NU At present there are approximately 35 videos that readers can
20. Bruce Rossmeyer s Daytona Racing and Travis Wyman Harv s Harley Davidson Based mainly on stock Harley Davidson XR1200 motorcycles equipped with a race preparation kit provided by series sponsor Vance amp Hines the series brought the rumble of Harley Davidson V Twin engines back to AMA Pro Road Racing at Daytona for the first time since the end of the 1000 Superbike programme in 2001 Check out www h dnet com for racing informa tion throughout the season VA service 24 The Vance amp Hines XR1200 series brought the rumble of Harley Davidson V Twin engines back to AMA Pro Road Racing at Daytona for the first time since the end of the VR1000 Superbike programme in 2001 Two New Michelin Tyres Recently Released Of special note is that the new 2011 Sportster XL1200C should be fitted with the Michelin tyres identified in the 2011 5 Sportster Parts Catalogue They are a front and rear Michelin Scorcher 31 Series tyre featuring e 16 diameter e Bias ply construction e Exclusive Harley Davidson sidewall script e Exceptional durability comfort and handling P N 55035 11 130 90B16 e scorcher Front Blackwall Fits 11 XL1200C 10 XL1200X and 81 later FLSTC models P N 40878 11 150 80B16 e Scorcher Rear Blackwall Fits 04 later XL and 06 later FLSTC models Tyres Require a Circle of Trust Let s start off with the big tyre news
21. DURING THE VEHICLE SERVICE CHECKLIST or her motorcycle in for work be it a routine service a repair Review the Repair Order created during the check in to in or out of warranty or a vehicle enhancement On each ensure that all critical information is listed and that the occasion there are best practices for maximising the event for information clearly communicates what services are to be both the customer and the dealership Part one of this article in the Quarter 1 2011 issue of the ShopTalk Study Guide covered best practices prior to the vehicle check in and the performed Refer to the Repair Order Checklist on page 3 6 for vehicle check in itself Part two covers best practices during more details the vehicle service post service vehicle delivery and the e Acquire all parts and accessories needed and deliver to service follow up the technician Parts and accessories for scheduled work should be staged prior to motorcycle arrival Order additional parts or accessories if needed and notify the customer of any change in the estimated time of completion Review and revise the daily schedule It is possible that additional work sold during the check in will affect the Below is a collection of best practices that you can use to daily schedule improve your results For additional information regarding the service event refer to the Service Operations Manual 3rd Review service capacity including av
22. E 6 5 E E E is Sho S ee ee De plalk Contents What s 2 2 Tyres Require a Circle of Trust 6 QR Codes a Valuable New Marketing 11 Best Practices of the Service Event Pa TVO 13 Back to Basics with Diagnostics 17 Service Quick QuiZ 20 Listen Up Details on Boom Audio Components 21 Customers Who Linger Longer Make Your Sales Stronger 29 Retail Best Practices Reaction Faction 34 Parts amp Accessories Quick Quiz 35 Actor Jay Chou as Kato in the Green Hornet astride the custom V Rod Muscle motorcycle designed especially for the film CAT HARLEY DAVIDSON lt Quarter 2 2011 Please call ShopTalk Programme Headquarters at 800 842 0347 with any questions regarding ShopTalk the Quick Quizzes Please do NOT call HDU What s New By Katie Maloney We have taken an extremely popular H O G benefit and made it even better The programme now offers online reservations and a wide selection of motorcycles Steve Piehl Director of Customer Experience WHAT S NEW As the 2011 riding season gets under way the Motor Company has news for you from near and far Topics this quarter include the expansion of the Fly amp Ride programme the new H D national advertisi
23. IN plug can be connected to the front and rear communication ports allowing both the rider and passenger access to audio navigation bike to bike and intercom communication features It fits 98 later FLHTCU FLHTK and FLHTCUTG models and models equipped with the Communication Switch Kit P N 77173 08 or Boom Audio Music and Intercom Kit P N 77107 09 77108 09A Boom Audio Full Helmet Premium Music and Communications Headset P N 77117 10 BOOM AUDIO HIGH PERFORMANCE BOOM BAGGER FAIRING SPEAKERS These speakers are a direct replacement for stock speakers on Electra Glide Street Glide and Trike models These powerful 13 33 cm speakers deliver increased vocal and instrumental clarity with reduced distortion that produces crisp sound quality at higher vehicle speeds They re 25 percent louder than stock speakers and 10 percent louder than the leading aftermarket upgraded speakers with improved high end frequency response Boom Bagger Fairing Speakers feature two way speaker design with separate full range element and custom grille mounted tweeters with electronic crossovers a high quality metal mesh and 60 watts max power input per speaker They re constructed with an injected molded woofer cone and a lightweight high flux strength neo dymium magnet These dynamic speakers offer easy plug and play installation and customers can count on them because they are water proof and
24. ailable hours Edition dated 3 10 sent to you by your service operations job carryovers from the day before and job over field manager For quick reference I will identify relevant runs when work takes longer than expected page numbers of the Service Operations Manual throughout Revise the daily schedule as needed this article Also ask your District Service Manager for assistance Best Practices of the Service Event Part Two e Prioritise and dispatch work Determine repair order assignment taking into consideration the work to be performed the urgency of jobs to be completed the tech nicians available the technicians training and experience and the customer s preferred technician if appropriate Queue motorcycles for work This reduces the time technicians have to spend retrieving the motorcycle from a parking area Consider installing two or three lifts per technician so motorcycles can be delivered to the techni cians work area without interrupting their current tasks Inspect all motorcycles while they re in for service to identify the accessories on them now Determine the primary direction of customisation in the categories of fit function style or performance Ask yourself the question What could make this motorcycle even better Check accessory inventory and technician time available for installation If you have the accessory in stock and the time to install it contact th
25. alf Helmet Music Headset P N 76569 09 The Boom Audio Half Helmet Music and Communications Headset features an adjustable boom microphone that provides superior clarity and is equipped with a windsock that filters wind noise For a cleaner updated look its microphone is smaller and more inconspicuous than previous models Both rider and passenger can access audio navigation and intercom bike to bike communication CB features by connecting to the front and rear com munication ports with the unit s seven pin DIN plug The Boom Audio Half Helmet Music and Communica tions Headset fits 98 later FLHTCU FLHTK and FLHTCUTG models Also it s compatible with models equipped with the Communication Switch Kit and it works with the Boom Audio Music and Intercom Kits Boom Audio Half Helmet Music and Communications Headset P N 76572 09 Listen Up Details on Boom Audio Components BOOM AUDIO FULL HELMET PREMIUM MUSIC AND COMMUNICATIONS HEADSET The Boom Audio Full Helmet Premium Music and Communications Headset provides excellent performance at a reasonable price Its small lightweight microphone offers improved voice operated exchange VOX performance and clear intercom and bike to bike communication This unit also offers improved headset clamp aesthetics and lower profile speakers with upgraded sound performance As with the Half Helmet Music and Communications Headset the seven pin D
26. and the speedom eter The signal is sent out on a light green and violet wire Oxygen sensor codes can throw people off as well Remember that the oxygen sensor code can be caused by a run ability issue Poor fuel pressure also can cause a runability issue Measure fuel pressure and compare it to the specifica tions in the appropriate service manual The pressure should remain after the motorcycle is turned off If not there is a good chance that there is an internal fuel leak in the tank A lot of runability issues are caused by the ECM not having the correct calibration The engine configuration determines what kind of calibration the ECM needs Even if the bike is stock always check for updated calibrations Advanced audio issues can be a brain teaser I hate to say it but the easiest and fastest way to diagnose a radio issue is to install a test radio Not all dealers have test radios handy so you may have to borrow an operating radio out of another bike in the shop Before you attempt to diagnose a charging issue make sure that the battery is fully charged and passes the Midtronics test Battery voltage should be 12 8 volts I could go on and on talking about electrical issues but remember to keep it simple at first and check all the chassis earth contacts and battery connections Customer concerns about vehicle handling may arise from time to time For example a customer might voice a c
27. d new inner tubes and new rim strips on laced wheels Balance the wheel and tyre assembly with the brake rotors and sprocket installed following the directions of the Harley Davidson Service Manual and your wheel balancing machine Do not add more than 99 2 grams 3 5 ounces of weight to balance a wheel and tyre assembly Do not use liquid sealants or liquid balance products in motorcycle tyres Fill tyres to the tyre pressure speci fied by Harley Davidson as noted in the Service Manual and or Owner s Manual for the appropriate model SERVICE Pea 24 MOTORCYCLE INSPECTION Perform a complete wheel and tyre by chemical contamination ozone effect age and or operation with inspection every time a motorcycle is low tyre air pressure Replace checked in for service of any kind the tyre if cracks are observed Failure to perform a thorough wheel and Tread wear Most motorcycle tyres tyre inspection can threaten your are ready for replacement before customers safety You can also educate they reach the minimum 0 8 mm 1 32 tread depth or wear bar indicators Most motorcycle your customers to recognise the follow ing items when inspecting their tyres which will further strengthen the circle tyres tend to wear into irregular of trust Replacing a low mileage patterns such as a squaring of e Check that tyre air pressure is set to the Harley Davidson specification the t
28. duct enthusiastically A sour disposition can kill the excitement the customer is feeling and ruin a hard earned relationship There simply is no excuse for a bad attitude in a Harley Davidson dealership A very cost effective tool for reaching out and capturing the attention of large numbers of customers is to post invitations on social networking sites such as Facebook MySpace and Twitter For dealer suggestions on how to use social networking sites go to www h dnet com gt DME gt DIG gt From the Field gt Social Networking Hold in dealership customer seminars Have staff ready in the P amp A and Service departments and the Design Centre and Fit Shop to serve interested shoppers Customers Who Linger Longer Make Your Sales Stronger r om z 2 F A ow Perth Hore Crete ofr Se Pe ret T z iT yt g Fi aiai rl f a ia 1 J E i i p ae ee Ceres Deer ees Chee A very cost effective tool for reaching LINGER LONGER Follow the directions of the out and capturing To encourage shoppers to linger longer Merchandise Presentation Guides in areas of the dealership where P amp A MPGs to create exciting New the attention of are sold there are three main concepts Product Design Centre and in eemember Service Write Up Area displays large numbers of 2 1
29. e customer See below Monitor the progress of every motorcycle that is being serviced while it is on the lift Determine whether additional work is needed based on technician input Contact the customer while the motorcycle is still on the lift being serviced get approval for additional work needed provide an update on the estimated time of delivery the results of a diagnosis the war ranty status and or the estimated cost recommend accessories that would enhance the current customisation To do this we would contact the customer to provide an update on the work compliment the accessories on the motorcycle and make a suggestion on how to enhance that direction For example Hi Roger calling to let you know the work is going well noticed you have a chrome front end on the bike now and it looks great Have you ever thought about enhancing that look with a set of chrome handlebar controls I checked and we have them in stock for your bike We could install them today while the bike is in for service so you don t have to make an extra trip What do you think e Tag and monitor take off parts Store warrantable parts or ship them back in accordance with Harley Davidson warranty instructions See the Global Warranty Manual revised January 2011 in the Service section of www h dnet com Have a service expert consultant foreman or manager inspect every motorcycle after
30. ery of the motorcycle via phone text or e mail depending on the customer s preference e Start the conversation by offering the customer something of value For example I m calling to thank you for your business and to personally invite you to next dealership event While I have your attention could I ask you three or four questions to measure our performance Thanks Gather customer comments on satisfaction with the work performed understanding of the services performed and any concerns See sample phone script page 4 4 of the Service Operations Manual If the customer brings up a concern gather information using what where and when questions For example What does it sound feel or look like Uy After the service appointment follow up is crucial to customer satisfaction and an understanding of how well the service team managed to meet or exceed customer expectations Best Practices of the Service Event Part Two No matter how well they dealership think they re doing to deliver customer satisfaction there is always something that can make it better Where is the noise vibration or damage located When is the issue most noticeable Hot cold gear speed RPM accelerating cruising or decelerating Empathise with the customer Exam ple I m sorry you re experiencing this inconvenience Our goal is to make your motorcycle adventure the best
31. f the current Harley Davidson infotainment add on devices will work with these new speakers whether it s the Boom Audio XM Radio the Boom Audio Road Tech Handlebar XM Radio or the Road Tech zumo with capability Or if they like customers can use the Boom Audio Tank Pouch to hold their portable music device Just plug the device into the auxiliary input in the radio and they re ready to go BOOM AUDIO BASS BOOSTER TOUR PAK PORT KIT This product delivers heart pounding bass at a substantially lower cost than adding a subwoofer with no impact on usable Tour Pak cargo capacity When installed the open port permits the speaker pod to breathe reducing the compression effect that limits speaker cone travel Additional features include Bass performance that is unaffected by clothes or bags in the Tour Pak 21 percent more bass response for better sound with a fuller bottom end 82 percent reduction in peak distor tion which allows for a clear bottom end for accurate bass reproduction Sound Sealing Technology improves bass on OE and Boom Audio speakers Aluminium machined ports with audio transparent laser etched stainless steel mesh grilles The ability to further optimise performance with separate purchase of Boom Audio Amplifier sold separately which can be upgraded with custom equalisation Fits 06 later FLHTCU FLHTCUTG FLTRU and FLHTK models Also fits m
32. f trust Install tyres in matched sets NEVER mismatch tyre brands or designs Do not mismatch radial and crossply tyres unless this is specifically recommended by Harley Davidson Certain Softail models use a radial rear tyre and a crossply front tyre but this is not the norm Install tyres marked FRONT on front wheels and tyres marked REAR on rear wheels NEVER install tube type tyres on tubeless wheels NEVER install a new unworn tyre on a motorcycle with a worn tyre on the other wheel Install new tyres in sets for a circle of trust Install only specified inner tubes in laced wheels along with the approved rim band MOTORCYCLE TYRE INSTALLATION e Wear approved eye protection when dismounting or mounting tyres Install only tyres specified by Harley Davidson This applies for tyre brand design size load and speed rating Install tyres in their correct rotation see sidewalls for rotational arrows When mounting position the lightest area of the tyre identified by a painted balance dot in line with the valve stem Follow the instructions in the tyre machine operator s manual to prevent injury and or damage e Warm cold tyres in the sun to ease tyre mounting and to reduce the chance of tyre damage Do not exceed tyre manufacturer s recommended tyre pressure for seating tyre beads When mounting new tyres install new tyre valves on solid wheels an
33. from the Winter Dealer Meeting WDM this past February With effect from January 2011 all 2011 XL Sportster models excluding the XR1200 will be fitted with Michelin tyres With this change a 2011 5 Sportster Parts Catalogue was released at the WDM listing replacement tyre part numbers and specific model fitment for both Michelin and Dunlop tyres Looking back Harley Davidson decided to offer Michelin tyres as an option to the Dunlop brand on selected Harley Davidson models starting in July 2007 The goal then as it is now was to satisfy a greater range of customer preferences in riding style vehicle feel and visual taste Feel is subjective so I suggest that dealership staff with a motorcycle licence ride motorcycles fitted with both brands of tyres so they can provide personal feedback to customers Regarding wear customers can expect Michelin tyres to deliver similar tyre wear to the Dunlop brand when operated in identical circumstances If both brands have been approved by Harley Davidson for their particular model customers can decide between a set of Dunlop or Michelin tyres If only one tyre brand has been approved only those tyres should be fitted Regarding approval both Dunlop and Michelin tyres must pass specific full vehicle Harley Davidson tyre tests In fact it can take as long as 24 months for Harley Davidson to qualify a new tyre for fitment on Harley Davidson motorcycles This can
34. g or delivering foreign objects imbedded in motorcycles to customers the tyre Replace tyres that are Tyre bulging which can damaged In exceptional situations indication of internal tread separa and according to the Harley tion Any motorcycle tyre that Davidson Service Manual a exhibits a bulge in any area of the tread area puncture no larger than 6 4 mm 1 4 on a tubeless tyre may be repaired from inside the tyre must be replaced immediately Tyre chunking which is an indica dismounted tyre using only a patch tion of severe heat that can be and plug combination Inform caused by extended dynamometer testing or tyre burnouts Chunking is when tyre material rolls into small balls that can be rubbed off by hand Replace tyres that show speed limits for riding on a repaired tyre see Service Manual Note that some governments prohibit motorcycle tyre repairs of signs of tyre chunking because any kind The best rule to follow is if you are not 100 percent sure the excessive heat and loads that caused chunking may have caused of a tyre repair replace the tyre internal tyre damage that can lead to catastrophic tread separation Surface cracking in the tread or Look for tyre dust under the rear sidewall area which can be caused fender for evidence of tyre abuse Tyres Require a Circle of Trust TA SERVICE QUE
35. ge Make sure the posting includes three customer benefits and simple directions about who to speak to for more info Create a dealership binder that showcases motorcycles you have customised for others Make four copies so a binder can be avail able in the Design Centre at the service and P amp A counters and in the customer lounge area Customers will page through this binder while waiting and get ideas for things they want to do to their motorcycles e Arrange to have customer motorcycle parking close to the store Customers will appreciate the extra security and sales associates will find it easier to strike up a conversation centred on the customer s bike So you see the best practices for getting more customers into the store and to linger longer in the P amp A sales area are not complicated and many of them are not expensive They do however require the participation of every staff member in the store to be fully success ful Consider this If you re not satisfied with the number of customers who visit your store and the amount of P amp A they purchase do something constructive about it Implement actions to get customers to stop in more often stick around for a longer period of time and make a purchase that will enhance their motorcycling experience Everyone wins when they do PLEN eee Uini 24 i ma as ms bik m lieger Beir keem mai ma
36. h d com d All of the above Recent additions to the Service section of the Dealer Marketing Engine include a Multi Point Vehicle Inspection Report b Service Job templates c Customer Service Invoice Template d All of the above With effect from January 2011 all 2011 XL Sportster models excluding the XR1200 will be fitted with Michelin tyres a True b False It is acceptable to install more than 99 2 grams 3 5 ounces of weight to balance a wheel and tyre assembly a True b False Dealerships can use Quick Response codes in which of the following ways a To direct customers to dealership websites b To add to print ads such as flyers or posters to transmit product information or your contact information To announce special events or generate coupons d All of the above 6 A best practice of a service event is to a Contact the customer while the motorcycle is still on the lift being serviced b Have a service expert consultant foreman or manager inspect every motorcycle after technicians complete the work and before contacting the customer for delivery c aandb d None of the above 7 One reason to contact the customer while the 10 motorcycle is still on the lift being serviced is a get approval for additional work needed b To strengthen your relationship with him or her aand b d All of the above When performing a compression test the front and rear cylinde
37. he circle of trust must be high on our list for the sake of our customers and ourselves amp HARLEY DAVIDSON OR Codes Valuable New Marketing Tool By Katie Maloney It seems that the more advanced technology gets the more intercon nected it becomes In the past few years Internet mobile phones and even video games have become more closely linked And now there s a new way to transmit data between various forms of media In recent months you may have noticed an odd little box with what appears to be a misshapen pattern of black markings at the end of a magazine article or on someone s business card The thing that looks like a Martian postage stamp is called a two dimen sional 2D code It represents the logical progression from standard bar codes to a code that can relay data by linking to a variety of media Today companies all over the world transmit information through 2D codes They are used in a wide variety of applications including logistics and transportation retailing health care government identification and manufac turing For example UPS has used 2D codes for a number of years to sort and track packages while magazines as varied as Cycle World Wired and Forbes use them to direct their readers to additional information on products or article topics Because these tiny wonders soon will be in use at Harley VA service Pea Ci Davidson and on the pages of ShopTalk
38. hip website calendar updated Hold events regularly to encourage a steady flow of customers to the store The reality is that the effect of most events only lasts a few days For example a cold weather ride sponsored by a dealership attracted customers to the store to purchase heated accessories for a few days before the ride the day of the ride and three or four days after the ride Then the effect was over View the events calendars on other dealerships websites to get fresh ideas for your events Create pocket sized cards with the dealership s events listed and hand them out to all customers Make sure all dealership events are posted On your website In your newsletter On the dealership events board Use the dealership s website and newsletter to promote products services seminars and special offers Ensure that your website states the benefits clearly Bullet point the three to five most exciting things the customer needs to know so they won t be overlooked Make sure all website links are easy to find and fully functional Hold department huddles to train frontline sales staff about the cus tomer benefits of upcoming events and promotions and the time and place they will occur Staff must be able to answer common questions about events or promotions and support them enthusiastically Even when a promotion does not excite one personally all of us must
39. i of each other A leak down test should be next If leak down is less than 10 percent the engine is in good condition Oil leaks can cause headaches as well A good example of this is when a technician replaces the gasket between the engine and transmission because of an oil leak even though the gasket isn t the issue Use detective dye in the engine oil to help locate the source of the leak You need to determine if the oil that s leaking is engine oil or transmis sion fluid If it is engine oil it s most likely that the engine case sealant has failed and needs resealing If it is transmission fluid there s a good chance that the transmission case has some porosity and needs to be replaced Electrical issues are everyone s favourite They can be very challenging and at times very frustrating As mentioned above electricity needs power and earth so check those connections as a first step Electronic speedometers can be especially challenging Remember that if the bike is a 2004 later model the speedometer gets its signal from the ECM The best way to determine how to fix an elec tronic speedometer is by performing a road test using the TechLink or performing a dyno test while the bike is connected to the Digital Technician If the ECM loses the speed signal the issue is somewhere between the vehicle speed sensor and the ECM If the ECM doesn t lose the speed signal the issue is between the ECM
40. icial to U S dealerships as well If you are wondering how this is possible please reread the Fly amp Ride section of this article to see how Kutter Harley Davidson in Janesville Wisconsin the heart of the Midwest is benefiting from international business EXPRESS LANE SERVICE AND SERVICE MEDIA CENTRES WORLDWIDE In recent months Express Lane Service ShopTalk will incorporate news from overseas which should and the Service Media Centre have been introduced to dealerships in Western prove beneficial to Europe Canada and Australia Express Lane Service now is available at the U S dealerships following locations Harley Davidson Bonn as well Bonn Germany e Harley Davidson Monza Milan Italy Trev Deeley Motorcycles Vancouver Canada e Steve Drane Harley Davidson Victoria Canada It s exciting to see these programmes make the transi tion from the U S to different areas of the world Chris Tribbey Manager Service Marketing amp Retail Capabilities e The Service Media Centre is now available at the following locations e West Coast H D Glasgow Scotland e Espacio H D BCN Barcelona Spain Dutch Hills H D Kerkrade Netherlands e H D Ringwood Ringwood Victoria Australia Mount H D Mount Isa Queensland Australia H D Dandenong Dandenong Victoria Australia e Fraser H D Concord New South Wales Australia
41. include tens of thousands of track miles and laboratory testing that subjects motorcycle tyres to strength and durability tests For more informa tion on Harley Davidson tyre testing refer to the Quarter 2 2009 ShopTalk Study Guide article Where Rubber Meets the Road Additionally the Quarter 1 2009 ShopTalk Study Guide article Reading the Rubber Deci phering the Codes on Tyre Sidewalls provides basic information all dealer ship professionals should know While it s important for a dealership professional to know and understand the extremes of motorcycle tyre testing and how to decode the tyre sidewall markings it cannot be overstated that the tyre and wheel services performed by your dealership are crucial to ensuring your customers safety and the enjoyment of their motorcycle Few components affect the dynamics of a two or three wheeled motorcycle as greatly as wheels and tyres For that reason Harley Davidson motorcycle Dunlop Michelin share similar history in that they started manufacturing tyres in the late 1800s for the booming automotive industry Today both brands are known i MICHELIN internationally and manufacture tyres for a broad range of uses from motorcycles cars to aircraft and huge industrial vehicles dealership personnel must follow strict guidelines Your customers need to know they can rely on this circle of trust to ensure their motorcycle wheels
42. interactive displays within reaction range of a P amp A professional or service consultant so he or she can recognise the experience and respond accordingly using the following steps Connect Isn t that one of the brightest warmest most useful accessories you ve ever experienced Or ask simply Isn t that cool 2 Affirm Those LED taillights premium air horns heated erips analogue speedos have been very popular Satisfy You know what s great about the accessory Then communicate three features and benefits 4 Trial Close What do you think 5 Understand Following a positive customer reply ask What year and model bike do you have Obtain the Commitment If the accessory fits the cus tomer s motorcycle ask Is that something you d be interested in Does this strategy work Yes One example is a Florida dealership that was averaging five to seven LED taillight sales per month Then they located the interactive display close to the P amp A counter where more customers experienced it and a P amp A professional could react to their excitement This increased conversions by 1000 percent to 50 to 55 sales of LED taillights per month A great number of dealerships took advantage of the Analogue Speedometer Tachometer promotion to receive a free interac tive display for purchasing just two speedometers This display can be set on a counter or shelf or hung on
43. it can be Pick up and trailer any motorcycle with a safety related issue Make arrangements to make issues right To accomplish this you ll need to get the motorcycle back to the dealership for an inspection and possibly a test ride For more information regarding customer feedback strategies refer to pages 4 5 to 4 8 of the Service Operations Manual One thought many dealerships have is that no matter how well they think they re doing to deliver customer satisfaction there is always something that can make it better To learn what that is ask customers these two simple questions 1 What did you like about the services provided 2 How could we make those services better This completes our two part series on the best practices of a service event Hopefully you were able to check every item on the lists provided If you did remember that consistency is vital to your Service department s reputation For that reason it makes sense to review the lists in part one and part two regularly to maintain the highest level of customer satisfaction amp Back to Basics with Diagnostics sevena 74 The purpose of this article is to help H D service technicians keep it simple when it comes to vehicle diagnostics With all of the new technology on motorcycles these days diagnostics can be extremely challenging When something goes wrong human nature sometimes makes us think we have a real
44. m munications authority for complete details Squelch There s one final adjustment that you should know about It s called squelch Squelch is used to avoid or squelch background noise from other CB users To hear your companion rider or other bikes in your riding group more clearly you ll need to adjust the squelch sensitivity The squelch control is located on the rider s left hand control THAT S IT Now you ve got the whole picture on the Boom Audio accessories Follow the directions in this article you may want to hang on to it and duplicate it for others at your dealer ship and you ll know precisely how to get the most out of Boom Audio System components With just a little practice you ll be an expert can confidently demonstrate what you know to customers and other dealer ship employees Customers Who Linger Longer HARLEY DAVIDSON Make Your Sales Stronger s voso amp sales can be If you work at a Harley Davidson dealership you have to learn how to influence the number of customers who stop by the dealership today next week and next month And you can deliver an experience that makes improved by shoppers want to linger in the Genuine Motor Parts and Accessories P amp A area longer giving you more time to sell them something they want and attracting more need All of us play a role in the effort to attract customers to the store the P amp A Sales As
45. mers have come to expect from the Boom Audio line this kit offers the convenience of combining the following components in a single package Boom Audio High Performance Boom Bagger Speakers front and rear speakers Boom Audio Bass Booster Tour Pak Port Kit Boom Audio Amplifier Fits 06 later FLHTCU FLHTK and FLHTCUTG models equipped with the Advanced Audio Radio Also fits Electra Glide and Street Glide models equipped with the Advanced Audio Radio rigid mount King Tour Pak and rear speaker pods Boom Audio Ultra Boom Bagger Kit P N 76000051 BOOM AUDIO CRUISER AMP amp SPEAKER KITS The Boom Audio Cruiser Amp and Speaker Kits handlebar or windshield mounted deliver a rich sound and a practically seamless appearance like they ve been there all the time Both kits feature two stylish 8 9 cm full range speakers These waterproof and vibration resistant sound systems include a 3 5 mm stereo auxiliary input jack to accept music through various music devices which can be stored in the Boom Audio Tank Pouch P N 91003 10 sold separately The two channel 40 watt stereo amplifier mounts discreetely near the down tubes for a neat appearance The backlit hand control for volume and power is easy to operate even when wearing gloves All wiring and mounting hardware is included Handlebar Mounted Kit The Handlebar Mounted Speaker and Amplifier Kit features speaker housi
46. ng assemblies available in chrome and black finishes that mount on both 2 54 cm and 3 175 handlebars with adjustable clamps Fits 04 later XL 10 later FX DWG 00 later Softail except FXS and 99 later Road King models 1 Softail models require separate purchase of Electrical Connection Kit P N 72673 11 Does not fit on Sport Windshields 1 4 Fairing or Windshield bags Will not fit on Road Tech z mo or Road Tech XM XL or FXSTB models Does not fit on Frame Mounted Highway Pegs P N 50855 09 or 50865 09 Handlebar Mounted Boom Audio Cruiser Amp amp Speaker Kit P N 76262 08 Chrome Handlebar Mounted Boom Audio Cruiser Amp amp Speaker Kit P N 76320 08 Black LEY Windshield Mounted Kit The Windshield Mounted Speaker and Amplifier Kit adds a custom sound system to king size windshield equipped models A stylish black and chrome enclosure mounts on the inside of the windshield and rests below the cross brace maintaining a low profile appearance It detaches together with the windshield by simply unplugging the speaker enclosure wiring Fits 09 later FLSTC and 00 later FLHR C with stock low profile or tall King Size windshields Fits 07 later FLSTF and FLSTFB with detachable King Size windshields 11 Softail models require separate purchase of Electrical Connection Kit P N 72673 11 Does not fit on handlebar mounted gauges windshield bags Nostalgic Sport
47. ng campaign Harley in Hollywood new Service templates designed to create greater efficiency in the Service department a report from the start of the 2011 racing season and more There s a lot to learn about so stay tuned FLY amp RIDE GROWS WINGS The Harley Owners Group motorcycle club Fly amp Ride programme which allows members to fly to a destination and rent a Harley Davidson motorcycle has recently expanded from 37 locations to more than 300 worldwide by integrating with the Motor Company s Authorized Rentals programme To date nearly a quarter of the company s 1300 dealerships are members of the pro eramme We have taken an extremely popular H O G benefit and made it even better said Steve Piehl Director of Customer Experience The programme now offers online reservations and a wide selection of motorcycles Origi nally created for members of H O G Fly amp Ride is now part of the H D Authorized Rentals programme but offers additional benefits that are delivered by Authorized Rentals dealers Although Authorized Rentals are often found at tourist destinations any dealership may benefit from the pro gramme One example is Kutter Harley Davidson in Janesville Wisconsin which claims to have one of the busiest motorcycle rental fleets in the nation with between 2000 and 2500 rental days a year rental season for Kutter H D runs from April 1 to October 31 In
48. odels equipped with King Tour Pak and Boom Audio Rear Speaker Pod Kit Does not fit with Boom Audio High Output Sound System P N 76418 06 or 76418 06A G Boom Audio Bass Booster Tour Pak Port Kit P N 76000013 BOOM AUDIO AMPLIFIER For a really great sound experience and a great cross selling opportunity the Advanced Audio Amplifier takes these premium speakers to a new level The high output amplifier provides a 40 watt per channel boost to the Advanced Audio Sound System for distortion free sound even at highway speeds This unit mounts easily under a rigid Listen Up Details on Boom Audio Components mounted Tour Pak luggage system Fits 06 later Touring models equipped with an Advanced Audio Radio and rigid mounted Tour Pak Compatible with two and four speaker systems Requires separate purchase of wiring harness varies by model Fits 06 later Touring models equipped with an Advanced Audio Radio and rigid mounted Tour Pak luggage system Does not fit 11 FLHXSE2 models Compatible with two and four speaker systems FLHTC FLHX FLTR and FLTRX models require separate purchase of Wiring Harness P N 70169 06 Boom Audio Amplifier P N 76000068 BOOM AUDIO ULTRA BOOM BAGGER KIT Get increased vocal and instrumental clarity with the Boom Audio Ultra Boom Bagger Kit which delivers crisp sound quality at all vehicle speeds Besides delivering the volume and clarity that custo
49. oncern about the bike pulling to the left or excessive vibration When you hear a concern about vehicle hand ling confirm that what the customer is saying is accurate When you hear a concern about vehicle handling confirm that what the customer is Vibration can be caused by anything from aftermarket exhaust systems to saying is accurate worn out tyres If a customer comments that the bike leans to the left ask if his or her hands are on the handlebar grips when this happens Another possible cause for handling concerns is improper adjustment or maintenance of the neck bearings so be sure to check the front end fall away or swing Remember to keep it simple when you first encounter any service issue with a motorcycle Never assume anything Just go back to the basics and you may be surprised by how easily you can find the problem Service Quick Quiz Take your Quarter 2 2011 ShopTalk Quick Quiz at HDU Online Log in to h dnet com select the page and then select HDU Online Quizzes must be completed by May 20 2011 If you have received this Study Guide in error please call 800 842 0347 BEFORE you take the quiz online 1 gt Which of these statements is true regarding the H D1 Bike Builder tool a supports factory customisation b It supports dealer installed Genuine Motor Parts and Accessories packages for the 1200 Custom can be found www
50. plays
51. practice Is to locate interactive displays within reaction range of a P amp A professional or service consultant so he or she can recognise the experience and respond accordingly a True b False 6 The Three Position Fairing Switch of the Advanced Audio System controls the location through which both music and bike to bike communications CB are heard a True b False 7 Gustomers may need to adjust the VOX sensitivity setting on the Advanced Audio System as a result of changing noise levels from traffic or the wind a True b False 8 None of the current Harley Davidson infotainment add on devices such as the Boom Audio Radio the Boom Audio Road Tech Handlebar XM Radio or the Road Tech zumo with capability will work with the Boom Audio High Performance Boom Bagger Speakers a True b False 9 Which of the following is a dealership best practice for 10 attracting and holding onto customers a Display dealership events calendar in high traffic areas b Post dealership events on the Web site in newsletters and on social networking forums Locate event sign up or gift pickup in the P amp A display area d All of the above Which job duty is NOT part of the P amp A Floor Pro position a Answer dealership phone calls b Replenish empty P amp A display hooks c Engage all customers who enter the P amp A display area d Clean and maintain all static and interactive P amp A dis
52. rbox gaskets because they were leak ing That was covered by your warranty at no charge to you We replaced the rear brake pads because our technician noticed they were worn to the minimum thickness That was a customer cost because it s considered a consumable item That brings the total for parts and labor to Ask the customer if he or she needs an additional explanation about any work that was performed e Thank the customer for his or her business and invite him or her back to the dealership for the next store event e Ask if you can contact the customer in a few days to verify satisfaction with the work and ask what time and method is best for contacting him or her Collect payment for the repair order Close the repair order in your dealer management system e Perform additional data entry required to track service work Ask your Harley Davidson SOAR for guidance in this regard POST SERVICE FOLLOW UP After the service appointment follow up is crucial to customer satisfaction and an understanding of how well the service team managed to meet or exceed customer expectations In 2009 J D Power and Associates surveyed 8000 motorcycle buyers On average the satisfaction scores of customers who received a follow up call after their purchase was 170 points higher 1000 point system We suggest you Contact a service customer 48 to 72 hours after deliv
53. read profile excessive tread wear on the inside or outside due to overinflation and underinfla tyre that has been punctured is a negative customer experience using a reliable tyre pressure gauge During the new motor cycle purchase offer an Extended Service Plan and Tyre amp Wheel Protection for maximum peace of mind tion or a scalloping of the tread Verify the tyre brand design size surface Any of these are reason load and speed rating are correct for to replace the tyre because any of the motorcycle year and model them can cause extremely negative handling issues Remind custom Check that the tyres match that front and rear specified tyres are in ers that the best way to enjoy their correct locations and mounted longer tyre service is to maintain in their correct rotational direction their tyre pressure at the setting specified by Harley Davidson Inspect 100 percent of tyre and wheel surfaces by elevating the Tyre runout which can be fell motorcycle the wheels caused a tyre bead seated rotated incorrectly on the rim or a wheel problem Maximum tyre runout is 2 29 mm 0 090 lateral and radial on the wheel assembly PROTECTION FROM UNEXPECTED BUMPS IN THE ROAD Start tyre inspection at the valve and rotate slowly all the way around checking for Rectify tyre or wheel runout Punctures gouges repairs or issues before ridin
54. res film The Green TM99 Hornet to create the custom V Rod Muscle ridden by the Hornet s super sidekick Kato in the recently released film The pictures here and on the front cover show the finished product 1h i H D1 BIKE BUILDER Live on www h d com the new H D1 Bike Builder tool supports factory customisation and dealer installed P amp A packages for the XL 1200C Sportster 1200 Custom In addition a redesigned site for the Dark Custom line of motorcycles www darkcustom com starring the hot new Blackline model creates a renewed sense of focus for Dark Custom bikes with an updated look and new imagery READY SET ROCKET The 2011 racing season kicked off with the return of Harley Davidson to the Daytona International Speedway on March 10 11 One of the Speedway s legendary stars Scott Mr Daytona Russell a record five time winner of the Daytona 200 race rode a sponsored XR1200 in his first AMA Pro motorcycle race at the Speedway since retiring from the series in 2002 Apart from Russell the Vance amp Hines XR1200 class featured a large grid of riders with a vast range of talent and experience from veteran stars such as 2007 Daytona 200 winner Steve Rapp Parts Unlimited Former AMA Flat Track Grand National Champion Joe Kopp Latus Racing e Young guns such as Michael Beck J amp P Cycles and brothers Kyle Wyman RMR
55. rs should be within of each other 0 2 kg cm 3 psi b 0 7 kg cm 10 psi 0 4 kg cm 6 psi d 0 8 kg cm 12 psi The best way to determine how to fix an electronic speedometer is to perform a road test using the TechLink or a dyno test while the bike is connected to the Digital Technician Il a True b False The first thing to do when you hear a concern about vehicle handling Is to a Confirm that what the customer is saying is accurate b Ride behind the customer for observation Inspect all frame welds d Check steering head bearing adjustment Listen Up Details on Boom Audio Components In this article we ll tell you about the features and benefits of some great new Boom Audio equipment and we ll walk you through the process of operating a number of the components so From comfortable top of the line headsets to high performance speakers and innovative audio components that allow riders to use a wide range of you can take full high tech gear such as satellite radio and MP3 players the expanding line of Harley Davidson Boom Audio products is designed to please even advantage of all the most discriminating motorcycling audio enthusiast he functi th In this article we ll tell you about BOOM AUDIO HALF HELMET ey features and benefits of some great new HEADSETS Boom Audio equipment and we ll walk provide Boom Audio offer
56. s three different headsets designed for half helmets and full helmets Each headset s foam you through the process of operating a number of the components so you can take full advantage of all the functions covered on ear stereo speakers produce they provide great sound while reducing wind noise Some of this information can seem a little permitting riders to hear the tricky at first so do yourself and your surrounding traffic co workers a favour Share this article ote ah fell 1 af The Boom Audio line includes two different headsets for riders who prefer half helmets Fitting comfortably below most helmets the headsets lightweight reference as you learn about these products and demonstrate them to others durable neck bows wrap around the ear and across the back of the neck In another feature that is unique to Boom Audio Half Helmet Headsets cord weight is minimised by a clothing clip to relieve the ear fatigue that can be an aftereffect of headset use The Boom Audio Half Helmet Music Headset is designed to allow the wearer to listen to crisp clear audio It offers all of the features we ve already mentioned and it accommodates electronic devices equipped with a 3 5 mm stereo mini jack output such as the Road Tech zumo and the Boom Audio Road Tech Satellite Radio For added convenience this headset also works with the Boom Audio Tank Pouch Boom Audio H
57. se service part number 77133 09 to obtain the switch housing with the volume and PTT switch This kit fits 07 and later Touring models equipped with Advanced Audio Radio and Advanced Audio Bike to Bike Communications or the Advanced Audio XM Satellite Radio with Wiring Harness P N 70169 09 Installation of Boom Audio Music and Intercom Kit P N 77108 09 requires the dealer to download a Digital Technician Flash Separate purchase of either the Boom Audio Half Helmet Music and Com munications Headset or the Boom Audio Full Helmet Premium Music and Communications Headset is also required This kit does not fit 06 models due to the difference in hand control connections Boom Audio Music and Intercom Kit P N 77108 09 BOOM AUDIO HIDDEN AM FM WB ANTENNA This new antenna from Boom Audio is hidden inside the fairing for a clean uncluttered look It is the perfect addition to the Street Glide Road Glide Custom and Electra Glide Classic models equipped with detachable Tour Pak luggage This antenna offers several distinct advantages including Eliminating the need to move a whip antenna back and forth between the Tour Pak and fender mounting locations on models equipped with detachable Tour Pak luggage FM and Weather Band reception approaching the performance of the stock OE whip antenna and equal to or better than the Boom Audio Shorty Antenna Providing a perfect finish to a custom
58. sociate the P amp A and Service Managers and the Custom Consultant Getting customers into the store into the P amp A and Service Departments and Design Centre areas and encouraging them to linger there longer is everyone s job It s not just the responsibility of the Owner General Manager Events Manager or Website Manager although their roles are critically important too It should be obvious that P amp A sales can be improved by attracting more shop pers to the dealership and having them linger longer According to the book Why We Buy The Science of Shop ping by Paco Underhill an expert on the subject of shopper behaviours he agrees Underhill states studies prove that the longer a shopper remains in the store the more he or she will buy So that leads us to ask What can we you do to attract more shoppers and hold on to them longer shoppers to the ATTRACT CUSTOMERS TO GAIN AN ADVANTAGE Toward that end we first will provide dealership and you with a number of ideas on how to having them get more shoppers into the store Some of the suggestions are personal actions linger longer that any frontline sales associate can perform and others will be more suitable for execution by mid and upper level managers Each dealership operates a little differently in its roles responsibili ties and authority structure so we leave it up to you to decide how to use the suggestions Just remember
59. spite of our shorter season our numbers are competitive with dealerships located at major tourist destinations in the Sun Belt said Lloyd Wellen the Kutter H D Rental Manager We maintain a fleet of 30 to 35 motor cycles which makes it possible for riders to find the bike they want Wellen also noted that the dealership does a considerable amount of business with visitors from Europe who come to the area for work and then take a motorcycling holiday Rockford Illinois and Madison Wisconsin have a number of European owned businesses that bring in workers who stay for several months at a time Now that s multitask ing at its best STREAMLINING SERVICE TASKS The following are several new additions to the Service section of the Dealer Marketing Engine DME specifically designed to help service personnel with their daily chores Multi Point Vehicle Inspection Report Designed for use during maintenance service this form provides technicians a place to record observations regarding the condition of every bike they service It creates a greater degree of accountability because the techni cian who completes the service must sign the report Also the report can be used to discuss future service needs with customers e Service Job Templates These easy to use templates help you to advertise pricing including instal lation costs for specific Genuine Motor Parts and Accessories amp Determine your
60. techni cians complete the work and before contacting the customer for delivery This creates a second line of quality control that can reduce mistakes e Inspect every motorcycle for cleanliness after the work is performed Never deliver a dirty motorcycle e Close the repair order Refer to page 3 22 of the Service Operations Manual for more details on completing this important legal document e Notify the customer that the motorcycle is ready for pickup VEHICLE DELIVERY CHECKLIST After the work is completed there are several practices that can improve the satisfaction of your customers e Review repair orders to determine whether explanations or instructions are needed regarding the work performed or the acces sory that was installed For example Removing and replacing a new detachable accessory Break in procedures for fresh 1690 103 cu in big bore kit Review the work performed Provide an explanation for each line item For example We performed our famous 25 point 8000 kilometre 5S000 mile service at your request because your bike had 24 462 kilometres 15 200 miles on the odometer Tip Offer to explain the three to five standout services that make the Dealership Difference Refer to the 2010 Quarter 2 ShopTalk Study Guide article More Than an Oil Change Educating Customers about Scheduled Maintenance for recommendations We replaced the rear rocke
61. uct PACE Online Training Pro displays grammes 564 07 Merchandising Motor Accessories for Service Write Up amp the Design Centre 263 07 Merchandising Motor Accessories by Model Families and 565 07 Merchandising Motor Accessories by Product Category Note PACE Online Training Pro grammes are available only in English e Assign P amp A Sales Associate to the P amp A Floor Pro position every day so 100 percent of customers who enter the P amp A area are greeted and served The P amp A Floor Pro also can perform the duties mentioned in the previous bullets of this Linger Longer section Position the sign up table for store events so customers have to pass through or better yet linger in the P amp A display area Pre accessorise new and pre owned motorcycles with GMA and list each accessory on the hangtag Use the DME to create professional looking hangtags Go to DME gt Dealer Tools gt Online Signage Programme gt Ad Builders gt Motorcycle Hangtags Use ad cards to promote the features and benefits of hot P amp A products P amp A ad cards can be printed in 12 7 cm x 17 78 cm 5 x 7 size using the REG Sign Shop Go to DME gt Dealer Tools gt Online Signage Programme gt Ad Builders gt REG Sign Shop then select from 12 7 17 78 5 x 7 signs in various designs Post P amp A and service specials in the P amp A and service counter areas and the customer loun

Part Two - Service Media Center

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