1

Mopar Playbook | November 2016 Your Go-to-Market Resource Guide for Service & Parts

MKT-195-16

2

NOV DEC JAN

Click here for the full

calendar!

Mopar Playbook | November 2016 Service Drive Tools & Promotions, Exciting New Accessories & More!

SERVICE DRIVE Highlights

ACCESSORIES Highlights

REPAIR/WHOLESALE Highlights

CUSTOMER EXPERIENCE Highlights

GO TO ACCESSORIES GO TO CUSTOMER EXPERIENCE GO TO REPAIR/WHOLESALE

THE MORE (MOPAR) VIDEO, THE BETTER

At Mopar, we understand the need to keep pace with our customers’ demand for video

content. That’s why we’re continuing to add video to our YouTube channel – so PLEASE

make sure to subscribe/share with your teams and customers to help educate, entertain,

and bring awareness to Mopar expert service and parts, including having your dealership

be their go-to source for vehicle maintenance and repair.

UPCOMING MOPAR MARKETING CALENDAR

Want to learn from others’ best practices or share your own? Check out the latest edition of Mopar MOMENTUM and share your story to get featured in the next issue! Email: Pietro.MoparMomentum@chrysler.com

GO TO SERVICE DRIVE

Now Available:

• “Right to Request” Collision Video

• For more information, see the

Collision section of Playbook

Coming Next Week:

• Synthetic Oil

• Mopar Accessories

• Battery Replacement

Coming Next Month:

• “Inner Thoughts” Customer Experience Video

• “Why OE?”

• “Mopar HYPE Video”

• Nov/Dec Media Plan

• Mopar Challenge

• Go for the Goal Promo

• Pennzoil Jeep Giveaway

• November MSER

• Service Animation Videos

• Display Kit Planogram

• Ram 1500 Night Edition

• Cold Air Intake Promo

• Crate HEMI Engines

• Interactive Guides

• Winter POS Kits

• 2017MY Brochures

• MasterShield Program

• Collision Awareness:

“Know Your Rights”

• Mopar Collision Brochure

• Featured Wholesale

Marketing Materials

• Dealer Personalized

• MM Resources

• Two-a-Days Article

• CTP Enhancements

• Mopar Owner Site

• Service Advisor Incentive

Rewards Update

• Hazmat Training Policy

• wiTECH 2.0 microPODs

• Mopar Challenge Final Month

• Hemi Crate Engines

• MVP RoadReady

• SEMA Season • Commercial Truck Season

• Collision / OE Awareness

• Winter Tires

• Cold Weather Accessories

• Accessory Excellence

• Winter Accessory Blowout

• Commercial Truck Season

• Collision / OE Awareness

• Pebble Beach Promo

• Magneti Marelli / All Makes

• Rotella and DEF Promo

• Wiper Consumer Rebates • Master Shield Program

• CLB Launch

3

MOPAR PLAYBOOK | NOVEMBER 2016 – SERVICE DRIVE

ALL THINGS OIL

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE

PENNZOIL JOYRIDE BAJA JEEP WRANGLER GIVEAWAY

NOVEMBER/DECEMBER MOPAR MEDIA PLAN – HEADLINED BY ROADREADY

Through 11/30, purchases of Mopar’s new offering of Pennzoil High Mileage & Multi-Vehicle ATF

Oils can help put you behind the wheel of this one-of-a-kind Jeep Wrangler and become eligible

for other prizes!

• Top-purchasing MBO dealers (1 per Group Size per BC; 45 total) will win a Shinola watch

• 1 dealer will be drawn from the 45 entries and the top oil-selling Service Advisor from the

dealer drawn will be the Grand Prize Winner of the Pennzoil Jeep

• Also, get a Shinola watch for every new MBO tank added of High-Mileage or Multi-Vehicle ATF

(minimum purchase required)

Check out the Pennzoil Baja Jeep Wrangler Giveaway Flyer for complete details!

View Pennzoil Joyride Baja Ad

Mopar’s November/December media efforts feature RoadReady – a comprehensive, new

offering from MVP.

And that’s not all! Check out Mopar’s entire November/December Media Plan

featuring Tire Manufacturer Rebates, Accessories, Collision, and more—and take

advantage of the additional awareness and traffic these efforts will bring!

MOPAR HEAVY DUTY AGRICULTURAL WHOLESALE OFFER

From September 1 – December 31, FCA dealerships will receive a wholesale offer of $250

per pallet purchased of Shell Spirax® and Shell ROTELLA® T Triple Protection® 15W-40 in

5-gallon pails.

Check out the Promotional Flyer for details and learn more about these exciting products

and more by clicking the other links below!

MBO Product Announcement | MBO Enrollment Form | Shell Rotella T Triple Protection | Shell Spirax S4 TXM

RoadReady Oil Offer: $79.95 = Complete 2-year vehicle maintenance (all-makes)

What’s Included: 2 semi-synthetic blend oil changes with tire rotations and complete

multi-point inspections including battery test, pressure check, brake inspection,

fluid top-off, filter check, plus belts and hoses check

Dealer Gets: $35 on the oil change | $10 on the tire rotation | $5 MSER spiff

Media Tactics:

• Digital Retargeting (Google, Cadreon)

• Paid Social (Facebook, Twitter)

• Digital CRM

• Paid Search

4

MOPAR PLAYBOOK | NOVEMBER 2016 – SERVICE DRIVE

TIRES & BATTERIES

By purchasing and selling eligible tires, batteries, and oil through November 30, Parts Managers

and Service Managers have the ability to earn a trip to the Sandals Royal Bahamian Spa Resort

based on performance vs. targets and other bonus qualifiers!

See the Parts Manager and Service Manager flyers for details!

ONLY ONE MONTH REMAINS IN THE MOPAR CHALLENGE - FINISH STRONG!

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE

NATIONAL TIRE REBATES

National rebates are in market for Michelin, Continental, Goodrich & Pirelli.

Remind your customers of these exciting offers and seal the deal on tire sales!

See the November Tire Rebate Summary and Visit DealerCONNECT > Service >

Service Advisor Sales Tools > Mopar TireWorks for the latest offers!

JEEP WRANGLER OFF - ROAD WHEEL PACKAGES - NOW AVAILABLE!

You can now order Jeep Wrangler off-road wheel packages by completing this form and sending

to the Mopar Carline Services team at sales@mopartireandbattery.com, or faxing to

216.803.4246. Orders may take up to 7-10 days for delivery. Assemblies come equipped with the corresponding TPMS sensors required for the vehicle.

View the Off-Road Wheel Package Flyer & Order Form today!

Please call the Mopar Tire Works & Battery Advantage Program Headquarters at 888.31.MOPAR

(888.316.6727) with questions or for more information.

From November 1–30, 2016, Parts Managers who buy tires through Mopar TireWorks will be

entered to compete for prizes in the Go for the Goal promotion!

Dealerships will compete within their own district in each business center. There will be two

winners per district. Dealers who achieve the highest percentage over goal in each district will

earn first place and a $300 Visa® Reward Card. Dealers who achieve the second-highest

percentage over goal within their district will receive a $200 Visa Reward Card.

Your Mopar TireWorks account manager will notify you of your individual dealer sales goal.

First-Place Prize

$300 Visa Reward Card

GO FOR THE GOAL AND EARN REWARDS!

Second-Place Prize

$200 Visa Reward Card

See the Go for the Goal Promotion Summary for complete program rules!

5

MOPAR PLAYBOOK | NOVEMBER 2016 – SERVICE DRIVE HOME ACCESSORIES

CUSTOMER EXPERIENCE

SERVICE DRIVE REPAIR &

WHOLESALE

MVP & wiADVISOR

ROAD HAZARD TIRE & WHEEL PROTECTION - DISPLAY PREORDER FORM

Preorder your Tire & Wheel Protection display(s) and sell more MVP plans on the service

lane. Features backing, pricing panel, pricing decals, and tire stand. Only $240 each and

eligible for Mopar One 50% reimbursement ($120 net!). Preorder yours today!

MVP COMPONENT COVERAGE PLANS

Component Group Coverage plans are a series of factory-backed mechanical protection

plans, providing coverage on all parts within a specific component group. Designed

specifically for sale on the SERVICE LANE, these plans are to be sold immediately following

repairs. These plans afford your budget-conscious customers an economical alternative to

full mechanical plans.

Component Group Package Options:

• Suspension, Steering & Brakes

• Engine • Electrical

• Drivetrain

• Engine Cooling & Fuel

• Air Conditioning/Heating

• Transmission/Transaxle

Plan Details:

• 2, 3 and 4 year terms

• Unlimited Mileage

• $0 Deductible

• Coverage term begins at the time

of sale, not the in-service date • Available on 2005 to current year

model with no more than 100,000

odometer miles

Please reference *for plan

costs and complete details

*DealerCONNECT>Service Contracts

tab> Dealer Sales> eGuide

SELL MORE MVP PLANS ON THE DRIVE WITH wiADVISOR

For every Mopar Vehicle Protection Plan sold through

wiADVISOR, Service Advisors will receive an additional $2 on their

MSER Rewarding Excellence Card. Note, this offer is available to

wiADVISOR dealers enrolled in the MSER Program only.

See the wiADVISOR Promotions Flyer for details!

wiADVISOR IN-DEALERSHIP GOLD SUPPORT TRAINING

Dealers that have completed wiADVISOR In-Dealership Gold Support Training are experiencing an

increase in software flash completion, maintenance penetration, dollars per VIN, customer satisfaction, and overall service drive efficiencies. And there is much more in store!

To find out more, check out the latest wiADVISOR Update.

6

MOPAR PLAYBOOK | NOVEMBER 2016 – SERVICE DRIVE

ALL MAKES RETAIL UPDATE

NEW MAGNETI MARELLI POS KITS

New materials perfectly suited to your business are now available on the Mopar Dealer Site! See all

of the Magneti Marelli marketing materials available to help you sell more by visiting dealers-

mopar.com > Magneti Marelli tab > All Sales Tools.

Questions? Call us at: (800) 356-3490.

HARNESS THE POWER OF AMAZON

Magneti Marelli has teamed up with Amazon to offer a simple and cost-effective marketplace

exposing your all-makes parts sales efforts to millions of online parts shoppers each month. We

are making it easy for you to reap the benefits of Amazon’s amazing success!

To get started, view the Flyer or visit the Magneti Marelli Amazon site. Watch ‘Experience Selling

on Amazon’ video

ATTENTION ALL AMAZON MARKETPLACE DEALERS

Magneti Marelli Offered by Mopar Wiper Blades are now available to list on Amazon!

Please see a list of new part numbers below. Product descriptions and images, and pre-populated

listings available for immediate use on Amazon!

Part Number Part Description

WB000012AM Magneti Marelli WB000012AM 12" Wiper Blade

WB000013AM Magneti Marelli WB000013AM 13" Wiper Blade

WB000014AM Magneti Marelli WB000014AM 14" Wiper Blade

WB000015AM Magneti Marelli WB000015AM 15" Wiper Blade

WB000016AM Magneti Marelli WB000016AM 16" Wiper Blade

WB000017AM Magneti Marelli WB000017AM 17" Wiper Blade

WB000018AM Magneti Marelli WB000018AM 18" Wiper Blade

WB000019AM Magneti Marelli WB000019AM 19" Wiper Blade

WB000020AM Magneti Marelli WB000020AM 20" Wiper Blade

WB000021AM Magneti Marelli WB000021AM 21" Wiper Blade

WB000022AM Magneti Marelli WB000022AM 22" Wiper Blade

WB000024AM Magneti Marelli WB000024AM 24" Wiper Blade

WB000026AM Magneti Marelli WB000026AM 26" Wiper Blade

WB000027AM Magneti Marelli WB000027AM 27" Wiper Blade

For more information on listing new parts, please reach out to your Amazon representative.

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE

MAGNETI MARELLI – CURRENT RETAIL PROGRAM

Earn MSER rewards and more through the current Magneti Marelli Retail Program!

Note, the $25 brake pad kit dealer rebate is no longer in effect.

As a reminder, visit dealers-mopar.com for the latest array of retail marketing materials available to

support your all-makes business! And don’t forget to check out your latest POS Kit—now available!

7

MOPAR PLAYBOOK | NOVEMBER 2016 – SERVICE DRIVE HOME ACCESSORIES

CUSTOMER EXPERIENCE

SERVICE DRIVE REPAIR &

WHOLESALE

MSER & ADDITIONAL PROMOTIONS

MSER – Q4 PROGRAM WITH NOVEMBER HIGHLIGHTS

MSER Rewards Wrap

• Pad Your Earnings! – Lucrative brake rewards for all Service and Parts personnel

• Staying in Gear – Transmissions, Trans Axles and T-Cases continue for November

• Uconnect, U-Earn! - Service Advisors earn $10 for each UCONNECT activation

• MVP Update – Sell the new “Road Ready” MVP Plan and earn

• wiADVISOR – Continue to earn $2 on any MVP Plan sold using wiADVISOR

• Boost Your Sales –Top Earners will get $50; top 3 sellers of MVP will also earn $50

• JEEP Freedom Top Wrench – Earn $2 for every Freedom Top Wrench sold

• November Rewards Update – Hands Free Kit, Dart/Ram All Weather Mats and Wireless Battery Charger Kits, Slush Mat Kits, Dart Splash Guards, Fuel System Cleaner, Rain

Repellent, and Spray Paint/Primer

Through December, order any 4-pack case of hand cleaner and receive a complimentary Mopar

dispenser. Choose from three great products:

• Tech Care Ultra Max – 04856971AD | Dealer Net: $23.30

• Tech Care Orange Pumice – 04856970AD | Dealer Net: $19.05

• Tech Care Cherry Gel – 68291701AA | Dealer Net: $20.00

MOPAR HAND CLEANER & DISPENSER PROMOTION – EXTENDED THROUGH DECEMBER!

See the Promo Flyer or visit dealers-mopar.com > Wholesale > Promotions to order!

Order a kit of 24 Touch-Up Paints and get a display rack!

4-IN-1 TOUCH-UP PAINT RACK OFFER

See the Promotional Flyer and 2016MY Touch-Up Paint Guide for

complete details.

FCA MASTERCARD NOVEMBER PROGRAM – CREDIT CARD CENTRAL

Drive card membership and in-store redemption by taking advantage of November’s

promotion. Details can be found by visiting Credit Card Central on DealerCONNECT!

Note: All sales, service, parts and administrative dealership personnel who are registered in the Chrysler SID system and have successfully completed their annual FCA Performance Institute – FCA MasterCard training (course code: MCARD1WB) requirement qualify for earned incentive payments.

8

MOPAR PLAYBOOK | NOVEMBER 2016 – SERVICE DRIVE

ADDITIONAL GO-TO-MARKET TOOLS

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE

SERVICE ANIMATION VIDEOS – COMING SOON!

STAY TUNED! Brand new, educational video animations coming soon! Three videos will

be ready in the coming days and will cover, “Why is Synthetic Oil Better?”; “When/Why

to Change Your Battery?”; “Personalize Your Vehicle w/ Mopar Accessories”.

Use these videos to help inform your customers of routine maintenance, available

accessories, and why they should always choose your dealership for vehicle service!

And be on the lookout for even MORE videos in the upcoming months!

YOUR POINT OF SALE (POS) KIT DISPLAY GUIDE IS HERE!

Need help making the most out of your Point of Sale material? See this POS Display Guide

for tips & info on using your new POS elements. You’ll also find instructions for where to

purchase new hardware for both the posters and tower stands to keep your service

drive/customer areas looking current and welcoming!

SERVICE MARKETING I STANDARD OF CARE – NOVEMBER UPDATE

Mopar Open Enrollment - Fuel your Mopar service marketing efforts for the upcoming year by enrolling

in programs like Standard of Care, Point of Sale, and Certified Digital Advertising. Stay tuned for

details on your Business Center’s specific roll-out schedule and work with your area managers to set

up these programs in Service Marketing Program Administration.

November Communications -Starting in November, 5, 8, 11 and 13+ mail and email communications will

feature wiADVISOR messaging if you chose to participate in the program. Program benefits featured

include readily available service history, software updates and factory-required maintenance

notifications. If you are participating in the Mopar Complimentary Car Care Kit program, the offer will

populate in your 11-month communications. Owners can receive a complimentary car care kit with

purchase of any service at your dealership.

November Dealer Special Offers - If you are participating in the 3 Oil Change (ECP23N, ECPS23N,

EGC23N) or 4 Oil Change (ECP24N, ECPS24N, EGC24N) Service Contract Offers, they will populate in 5 and 8 month communications.

Trigger Emails - To further support efforts to drive owners into dealerships for service, additional

email communications are sent to targeted owners based on the following triggers: oil light, SOC ‘Get

Coupons’ selection, wiADVISOR/declined services, and eStore wish list/cart abandonment.

For complete details on national/seasonal offers and more, see the November SOC/POS Summary.

9

MOPAR PLAYBOOK | NOVEMBER 2016 – SERVICE DRIVE HOME ACCESSORIES

CUSTOMER EXPERIENCE

SERVICE DRIVE REPAIR &

WHOLESALE

ON DEMAND ONLINE PROSPECTOR

On Demand is your tool to target specific retail segments with messaging and offers aligned with

seasonality, current/recent promotions, and more. Identify your opportunity and go after it today!

• Tire Rebate #549

• National Offer #280

• Black Friday #623

• Chilly Weather #700

Don’t Forget: Need digital images? Get assets in 3 simple steps! (see Page 2)

See the November Summary and go to DealerCONNECT > Service > On Demand Service Prospector.

MAKE AN IMPACT WITH THE SERVICE DRIVE STORE

As the weather changes, it’s time to bring your messages indoors. So, freshen up your service lane

with indoor Point-of-Sale (POS) and marketing materials you can find at the Service Drive Store.

See the November Flyer check out all offerings and visit dealers-mopar.com > Retail > Service Drive

Store.

2017 MOPAR CALENDARS ARE HERE – RESERVE YOURS TODAY!

You asked, we listened! We took your feedback into account and made some big changes, so now there’s even more Mopar to love with the 2017 Mopar Calendar

Program. A new larger format makes a major impact. Plus, we added more history and

insight to bring everyone’s favorite Mopar vehicles to life. So go bigger, go bolder and

stock up now. With a choice of ‘Vintage’ (similar to last year’s ‘Muscle’ calendar with new

images shot exclusively for this calendar), ‘Off-Road’ or ‘Speed’ calendars, they’re a

great way to say “thank you” to your loyal customers.

See the 2017 Mopar Calendar Brochure for details and take advantage of easy ordering

online at www.dealers-mopar.com!

New larger size | Order online | All-new dynamic vehicle photos | Refreshed product styles

10

MOPAR PLAYBOOK | NOVEMBER 2016 – SERVICE DRIVE HOME ACCESSORIES

CUSTOMER EXPERIENCE

SERVICE DRIVE REPAIR &

WHOLESALE

MOPAR MERCHANDISE & RETAIL MARKETING

Featured Merchandise

Update your fall wardrobe and your home with these autumn Mopar ideas! Visit www.wearmopar.com today for all of the latest products in the authentic Mopar

merchandise collection. Remember Mopar Merchandise can be ordered on your parts

statement! Stock up and sell!

Display Planogram

Do you have a Mopar display case at your dealership? Do you need help dressing it up?

Here is a Display Planogram with all new Mopar Merchandise. The display and the

merchandise are available today for order! Bring this great branding piece to life and drive

brand awareness and sales all year round. Check out the order form and stay tuned for

more planograms to come!

FlexTech Featured Item – Display Fixtures

Designed for expandability, fixtures can be placed together in 2' increments. Impactful,

easy-to-update graphics have standard size headers so dealers can print and change

them onsite. Wing graphics mount to the display with simple to use slotted brackets. A

Great display piece for Hanging Hats, lanyards key chains, and more!

Find this great item and more at https://www.dealers-mopar.com/store/retail/flex-tech

And remember-- FlexTech Fixtures are all 50% MoparOne Fund reimbursable!

Also, check out the latest issue of Retail Refresher for even more retail tips and best practices!

68"H x 23.5"W x 11"D $758.00 each

11

MOPAR PLAYBOOK | NOVEMBER 2016 – ACCESSORIES

FEATURED ACCESSORIES, PROMOTIONS & SALES TOOLS

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE

RAM 1500 MOPAR NIGHT EDITION PERFORMANCE IS CURRENTLY AVAILABLE

See the Ram Night Edition flyer for details!

Mopar designed and engineered performance parts to enhance vehicle performance and

sound at a discounted price - MSRP $1,995.

• Package includes Black Aluminum Running Boards to add style, Catback Exhaust

System and Cold Air Intake to give Ram enthusiasts the power they deserve.

• Use Promo Code NBQ (Quad C) and NBC (Crew Cab)

FEED YOUR NEED FOR POWER AND REWARD YOUR EMPLOYEES WITH THE MOPAR COLD AIR INTAKES

Cold Air Intakes provide noticeable horsepower and torque gains under varying atmospheric conditions. Earn a $50 Domino’s Pizza gift card with the purchase of 10 per combined order on eligible

parts. Promotion runs 11-14 to 12-31.

See the Cold Air Intake Promo flyer for details!

JEEP PERFORMANCE PARTS & MOPAR PERFORMANCE PARTS CATALOGS

Hard-core off-roaders require hard-core parts. Jeep Performance Parts from Mopar and

enthusiast want fast parts for Challenger, Charger, Dart, Viper, 300 and Ram trucks. To order

catalogs, log on to www.dealers-mopar.com click on the Accessories tab and you will find the

catalogs under handouts

WINTER POS KITS, BROCHURES & OTHER FEATURED RESOURCES

The Winter POS kits will be arriving at your dealership soon and include posters, mats, and window

cleans. Put them on display in your dealership and help customers Moparize their vehicles today!

In addition, check out the 2017MY Brochure Flyer and log onto DealerCONNECT > click on the Parts

tab > read under the Order Parts box > click on Order Entry.

Also, check out these

other resources!

Custom Shop – CJDR | Commercial | FIAT 2016 Databook & Performance Catalogs

Mopar YouTube Channel dealers-mopar.com 2017 Accessory Brochures

Use these interactive guides to show off the latest unique accessories for the Jeep

Wrangler and Chrysler 300. View the Wrangler Interactive Guide and the Chrysler 300 Interactive Guide today!

JEEP WRANGLER AND CHRYSLER 300 INTERACTIVE GUIDES

12

MOPAR PLAYBOOK | NOVEMBER 2016 – ACCESSORIES HOME ACCESSORIES

CUSTOMER EXPERIENCE

SERVICE DRIVE REPAIR &

WHOLESALE

MOPAR 345 AND 392 CRATE HEMI ENGINE WIRING KITS ARE AVAILABLE!

We are pleased to announce the Mopar 345 Crate HEMI Engine Kit and Mopar 392 Crate

HEMI Engine Kit designed for the 5.7L and 6.4 L engines.

• Kits deliver enthusiasts long-sought capability to pair modern 5.7-liter or 6.4-liter

HEMI® engines with model year 1975 or earlier vehicles

• Kits include power distribution center, PCM, engine, and chassis harnesses,

accelerator pedal and more to create virtual plug ‘n play options for owners

• Pick your engine (5.7L or 6.4), add the Crate Hemi® Engine wiring kit, next add your

required FEAD kit and finally choose any of our optional charges

• Crate HEMI Kits feature MSRP of $1,795

For the month of November, customers may bring in a 15% off distinct coupon on select

Crate Hemi Engine Accessory Kits. Check out the Crate Engine Flyer today.

MOPAR LAUNCHES PATENTED RAM PROXIMITY TELESWIVEL HITCH

TeleSwivel® hitches extend and swivel, creating a 25X larger connection area that

provides a safer, faster and easier method to connect a truck to the trailer. Check

out more information on the Teleswivel Hitch.

MASTERSHIELD

Mopar Accessories and Mopar Vehicle Protection have worked together so that you may once

again sell the MasterShield Product in the states of Maine, Virginia, and Washington. Unlike the previous sales environment, this product is no longer covered by warranty due to

regulatory laws, however, you must still register the product once sold. The MasterShield

product is officially covered by Mopar Vehicle Protection (MVP) and must be sold as an

“option” through VINDriven (MVP sales system in DealerCONNECT). More details on eligibility of

product , package and warranty options are coming soon.

PRO CLIP PARTNERS with MOPAR - BECOME AN OFFICIAL PROCLIP DEALER TODAY!

ProClip USA headrest mount kits are now official Mopar-licensed products.

Custom-designed vehicle headrest mounts will be offered to Mopar customers for

backseat passenger use of modern tablets. Starting September 1, 2016, genuine

ProClip USA parts and accessories will be available for value add-on purchase at

Mopar dealerships nationwide. Become an official ProClip dealer and receive a

SUBSTANTIAL discount on all items to sell directly to your customer. Click on the

link, www.ProClipUSA.com/Mopar ,fill out the form, and ProClip will contact

you directly.

13

MOPAR PLAYBOOK | NOVEMBER 2016 – REPAIR & WHOLESALE

REPAIR/WHOLESALE PROMOTIONS & RESOURCES

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE

COLLISION AWARENESS CAMPAIGN – “KNOW YOUR RIGHTS”

Mopar is leading the way when it comes to informing millions of vehicle owners that they

have rights when it comes to the repair of their vehicle.

A multi-faceted consumer awareness campaign was just unveiled, utilizing a new “Right to Request” video on choosing O.E. parts for collision repairs, which can be seen here. The

campaign is supported with a new collision repair guidebook that is being distributed to

independent repair shops and to FCA US LLC dealers.

The messaging is clear in both elements of the campaign: Consumers have the freedom to

choose O.E. parts to ensure a quality repair, and Mopar Parts are always superior for fit,

finish and function when compared to aftermarket imitation parts. The collision repair

guidebook presents results of side-by-side testing of Mopar vs. aftermarket parts. And the

Mopar Difference is substantial.

By combining the collision repair guidebook with the Mopar Accident Assistant

downloadable app, which connects FCA US vehicle owners with Certified FCA US Collision Repair Shops, Mopar continues to guide consumers to the best collision repairs possible.

Be sure to view the full press release and see the “Right to Request” video to the right!

View ‘Know Your Rights’ Video

THE LATEST MOPAR COLLISION BROCHURE IS HERE!

The NACE Collision Brochure is now available. Be sure to download your comprehensive guide to the Mopar parts and programs to make your business better! Get your copy and check out this month’s

featured excerpt below: Corrosion Testing

Our reputation is galvanized

In laboratory corrosion tests, Mopar subjected a Mopar O.E. fender to the same 12-week cyclical

corrosion test as an aftermarket fender. The results were staggering. Both fenders were scratched

and then static salt sprays were applied three times per week to simulate five years of exposure to

the snow, humidity and salt fog you’d find in Halifax, Nova Scotia. Twelve weeks of testing under

these extreme conditions is the equivalent of five years of real-world elemental damage.

Mopar Fender

• Material - Galvanized steel

• Pretreatment Coating - Zinc phosphate

• Primer - High bake electro deposition

The Results

Mopar Fender

• Minimal corrosion creepback

• Limited corrosion creepback

• No rush through

Aftermarket Fender

• Material - Cold rolled steel

• Pretreatment Coating – None

• Primer - Refinish primer

The Results

Aftermarket Fender

• Excessive corrosion creepback

• Long corrosion run-out

• Deterioration at panel edges

14

MOPAR PLAYBOOK | NOVEMBER 2016 – REPAIR & WHOLESALE

DEALER PERSONALIZED PROGRAM

Click flyer to enlarge.

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE

Dealer Personalized Promotional Merchandise puts your dealership name at your

customers' fingertips, providing maximum exposure at a minimal cost. Help grow your

business to retail and wholesale customers alike with fresh offerings to prepare you for

the holiday season!

FEATURED MARKETING MATERIALS ON THE MOPAR DEALER SITE

Use Mopar targeted marketing solutions to promote your wholesale

parts business.

Browse all of the sales tools and select from design templates that promote

specific collision, repair or maintenance product lines. These products are

here to help you emphasize the competitive advantages your dealership

offers over the aftermarket.

Check out the featured offerings and personalize/order on www.dealers-

mopar.com!

In case you missed it, be sure to check out these other important all-makes updates:

Current MM Program | MM Parts Locator

ADDITIONAL MAGNETI MARELLI RESOURCES

Get a head start this holiday season by finishing every job strong with authentic Mopar

parts. Like the jolly old guy from the north, our deliveries are fast and reliable, but we’ll

be there every day when you need us. Thank you again for another great year. We

hope your holiday is filled with joy and laughter alongside family and friends.

View our holiday flyers today!

Flyer 1 I Flyer 2 I Flyer 3

RING UP HOLIDAY SALES!

Banners

Metal Signs

Posters

Flyers

Cabinets

15

MOPAR PLAYBOOK | NOVEMBER 2016 – CUSTOMER EXPERIENCE

CONSUMER PROGRAMS & TOOLS

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE

STEP UP YOUR CUSTOMER EXPERIENCE GAME WITH A PROVEN “TWO-A-DAYS” BEST PRACTICE

Customer experience is a team effort when it comes to dealerships. The experience has many

customer touchpoints that can leave a lasting impression. Without consistent processes that deliver a great customer experience, the steps missed can be the difference between a great impression and a

bad one. Customer Experience Specialist, Joyce Henderson, from the Customer First Award for

Excellence Program developed an approach to help dealers in the Houston area make game changing

improvements, one customer at a time.

Joyce named the best practice “Two-A-Days”, inspired by her home state’s love of football. The

concept is simple. Transforming the entire culture of a dealerships service department in one day is an

unrealistic goal; however starting to treat two customers per day to an exceptional customer

experience is a great start to an entire dealership culture transformation. • Step #1: Create your Two-A-Days process. The proven process worksheet used by Joyce’s dealers in

the Houston area is available for download on the right.

• Step #2: Implement your new Two-A-Days process with two predetermined customers every day. Designate a person at your dealership to track the process worksheets and hold all team members

accountable.

• Step #3: Over time, the Two-A-Day process becomes habit, improving the culture of your team and the

experience of every customer that walks into your service department.

“Two-A-Days” has been implemented at three dealerships in the Houston area, resulting in notable Service

Advocacy improvements in every case. Stated one service manager, “we started by implementing the

process with two customers per day, and before we knew it, we had elevated our service level for every

customer in our service department.”

Click here for a copy of the process worksheet these dealerships used to transform their

customer experience.

COURTESY TRANSPORTATION PROGRAM (CTP) UPDATE

To better provide customers with a positive dealership experience, we are pleased to

announce that as of 9/1/16, daily insurance rates were renegotiated - allowing you to

operate your CTP loaner fleet at a reduced cost! To learn more about this and other recent

enhancements, including new loaner management software, utilization reports, and the CTP web course, check out the latest CTP Update today!

COURTESY TRANSPORTATION PROGRAM OVERVIEW WEB COURSE

Mopar and FCA Performance Institute are pleased to announce the release of the Courtesy

Transportation Program Overview web course. The Courtesy Transportation Program (CTP)

affords you the opportunity to build a fleet of service loaners that match your customer needs

and market size. With our customers’ live busy lives, offering alternate transportation during

vehicle service is a critical element in elevating the customer experience and growing your

business. This course can be completed within 30 minutes.

The Courtesy Transportation Program Overview course (code ASCTPWB) is available on the

Learning Center and should be completed by all service loaner personnel. We encourage you to

complete the course ASAP. If you have any questions regarding the CTP program, please reach

out to your Area Manager.

16

MOPAR PLAYBOOK | NOVEMBER 2016 – CUSTOMER EXPERIENCE

MOPAR IS NOW WITH YOUR CUSTOMERS 24/7

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE

Mopar is pleased to announce that the official Mopar Owner Site now

has improved capabilities and a new level of personalization. These

exciting enhancements will enable Mopar to be your customers’

partner in their ownership journey—anytime, anywhere.

Mopar Owner Site Highlights

• Stronger, more integrated brand presence available via desktop, tablet, and mobile

• Redesigned homepage that features nearest or preferred dealership, popular topics,

and “How can we help you?” search function

• Ability to add all vehicles in a customer’s garage for a seamless ownership experience

• Service history and maintenance records, warranty, and safety info—all in one place

• Customer-friendly recall experience to support awareness and repair completion

• Dealer-specific coupon support, with enhanced ability to feature national offers

• Custom owner dashboard with vehicle health and performance diagnostics (with available

Uconnect plans) and other valuable vehicle information

• Knowledge center with vehicle-specific owner and warranty manuals, guides, and videos

• Ability to view and manage MVP contracts, and much more!

What You Need to Know

With improved functionality, self-service/educational capabilities, and a

user-friendly interface—along with many additional enhancements in store

—there’s never been a better time for your customers to register their vehicles at

the Mopar Owner Site or download the owner apps.

Encourage your customers to register and explore the latest digital presence

Mopar has to offer both during vehicle delivery and in the service drive. And stay

tuned for additional exciting updates from Mopar that will continue adding

unprecedented value to the ownership experience!

Visit the URLs below and the Mopar Owner Site today!

MOPAR: mopar.com | FIAT: mopar.com/fiat | CHRYSLER: mopar.com/chrysler DODGE: mopar.com/dodge JEEP: mopar.com/jeep | RAM: mopar.com/ramtrucks

Mopar is pleased to announce over $585,000 being awarded to more than 1,500

Service Advisors for exemplary performance in Q3 as part of the 2016 Service Incentive

Rewards Program! In fact, 43 advisors earned $1,000 or more in payouts! For complete details, including the top 10 earners and details regarding Q3 payouts, see the Q3

Summary!

Payments to Rewarding Excellence Cards will be distributed on November 4, 2016 to all

earning Service Advisors. Are you ready to earn big in Q4? Check out the Latest

Program Rules and be rewarded for exemplary customer service!

2016 INCENTIVE REWARDS PROGRAM

Placeholder

17

MOPAR PLAYBOOK | NOVEMBER 2016 – CUSTOMER EXPERIENCE

DEALERSHIP SERVICE & OPERATIONS

OFFICIAL APPAREL PURCHASE PROGRAM – COMING SOON!

wiTECH 2.0 – microPOD MOPAR ONE FUNDS

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE

The same great service and technician uniforms will soon be available for purchase through

the Mopar Essential Tools and Service Equipment program. Stay tuned for details!

Mopar is excited to announce that effective September 1, 2016, wiTECH 2.0 microPODs are

eligible for 50% Mopar One fund reimbursement. Now, you can purchase additional units for the shop and increase your shop throughput, while offsetting some of the costs.

Click here for full the full announcement!

microPOD Diagnostic Extender(SKU 467)

MANDATORY HAZMAT TRAINING POLICY

With an increased level of hazardous parts being shipped/handled by our dealerships

(e.g. airbags, PHEV batteries, etc.), FCA’s policy regarding hazmat training has changed.

Effective 10/6/16, such training is now mandatory for all dealers, and your attention is

required to help ensure compliance with federal requirements. Please see the resources

below and visit the Dealer Hazmat Training section on the DealerCONNECT Training tab to

act today!

• Announcement Letter

• FCA Hazmat Policy Document

• CCAR/HazmatU Training Instructions

POWERING CAPACITY – ISSUE 8

Learn how you can maximize your shop’s service capacity and throughput with the latest

edition of Powering Capacity!

Powering Capacity: Issue 8

MOPAR CAP PROGRAM CALENDAR

Did you know that Mopar now has 75 CAP and CAP Local locations around the country.

These 75 schools have over 3,400 students with FCA S-ID’s and are studying the FCA technician

curriculum. Over 50% of the dealer network is within 50 miles of one of these schools.

To find out about your closest school or to inquire about available students, email

servicecapacity@mopar.com for details.

18

MOPAR PLAYBOOK | NOVEMBER 2016 – CONTACTS

Accessory & Perfomance Marketing Materials dealers-mopar.com > Accessories tab

Accessory Technical Assistance 800-84-MOPAR (800-846-6727)

ARO 5300ARO@chrysler.com

Dealer Personalized Merchandise Program 877-247-0261

DealerCONNECT 800-374-4040

Degrees@Work – FCA Performance Institute Dealer Hotline 855-321-4321

Degrees@Work – FCA Performance Institute Student Hotline 855-334-3622

Direct Connection Tech Line 888-528-HEMI (888-528-4364)

FCA Digital / eStore 888-511-8902

Global Core Return Customer Service Hotline 866-254-2940

Magneti Marelli Promotion Headquarters dealers-mopar.com > Magneti Marelli > Quarterly Promotions Headquarters

Mopar 5300 5300ARO@chrysler.com

Mopar Marketing Materials DealerCONNECT > Parts tab > Mopar Marketing

Mopar Authentic Performance Gear 800-525-4165

Mopar Battery Hotline 800-738-4224

Mopar Bulk Oil Headquarters 800-352-2174

Mopar Calendar Program Customer Service 866-681-2359

Mopar CAP/FCA Performance Institute 888-321-4321

Mopar Fleet Servicenet 248-512-7900

Mopar FlexTech Retail Display Program 800-536-3490

Mopar Merchandising Program Headquarters 888-415-1155 moparmerchandise@chrysler.com

Mopar Program Headquarters 800-356-3490

Mopar Service Excellence (MSER) 866-909-MSER (866-909-6737) moparser.com

Mopar T.I.R.E.Works 888-31MOPAR (888-316-6727) mopartireworks.com

Mopar Tool and Equipment Hotline 855-298-2687

Mopar Vehicle Protection (MVP) 800-782-2668

National Consumer Tire Rebate Forms mopartireworks.com

On Demand Program Headquarters 855-213-5483

On Demand Program Ordering DealerCONNECT > Service tab > Service Marketing Box > On Demand

Service Prospector & Dealer Site

Parts Expediting / Specifying 800-765-7732

Parts Pricing Inquiry Fax: 248-944-0745

Powertrain Service Center 866-262-8517

Reman Powertrain Warranty Registration DealerCONNECT > Parts tab > Mopar Warranty

Standard of Care/Service Marketing Program

Headquarters 800-521-3186

STAR Technical Assistance 800-850-STAR (800-850-7827)

Tracy / AER Order Hotline 888-361-4711 turboii.com

UPS Mopar Referral Direct Call Center 800-567-9989 - Option 1

Warranty Hotline 888-255-2616

wiADVISOR Premium Support 855-wiADVISOR (855-942-3847)

wiTECH Premium Support 888-WITECH-1 (888-948-3241)

HOME ACCESSORIES CUSTOMER

EXPERIENCE SERVICE DRIVE

REPAIR & WHOLESALE