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Selling Roof Racks and Cargo Carriers
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By partsman
Advance Auto Parts announced today, as part of their Q3 earnings release, that they are initiatiating the sale of their Worldpac and Canadian businesses (operates under Carquest).
Strategic Review Update
The company has initiated separate sale processes for the potential divestiture of Worldpac and the company’s Canada business. Worldpac, a leading automotive wholesale distributor of original equipment and aftermarket parts for all makes/all models, is highly recognized for its world class technology, catalog, product brand assortment and training. The company's Canadian business, which predominantly serves commercial customers, goes to market under the Carquest banner.
The company has engaged Centerview Partners to assist in the sale processes. The company has not set a timetable for the conclusion of the sale processes and does not intend to comment on or provide updates regarding these matters unless and until the processes are concluded or it determines that further disclosure is appropriate or required.
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By Counterman
I was young the first time I heard of a hybrid. But it wasn’t a car. It was a tomato my parents were planting in their garden. I couldn’t seem to grasp it. It was a strange word and an idea I didn’t get at first. Why did tomatoes have to change? Did they have to be different? I eventually accepted the idea, but why I chose a career field that’s always changing and throwing different things our way, that’s a question I still ask myself!
Just when you think you’ve got things down, here comes a new technology, like hybrid vehicles. My first thought was, “What, like a tomato?” Then, as with all new automotive technology, I started digging in and learning the new technology associated with them. I’m still learning.
As a counterperson, you’re on the front line as aging hybrids will start bringing their owners in the door, seeking parts and advice to keep them on the road. It can be a complex subject, but on a high level, it’s easy to understand and you can quickly get your customer the parts and the advice they need to keep them safe and on the road.
Hybrid electric vehicles (HEVs), or hybrids for short, are vehicles that combine a traditional internal-combustion engine (ICE) with an electric-motor drive system to achieve better fuel economy, lower emissions and higher power output.
There are multiple types of hybrids, the difference being how the engine and motor work together to transfer power to the drivetrain, as well as the degree to which the engine and motor contribute to propulsion of the vehicle. The main types are mild hybrids, full hybrids and plug-in hybrids (PHEVs). The short of it is that mild hybrids utilize an electric motor to assist the ICE; full hybrids have more powerful electric motors and only utilize the ICE when additional power is needed. PHEVs have larger battery packs, have a longer range when using the electric motor only and can be plugged in to recharge. Mild and full HEVs rely on regenerative braking, or a generator powered by the gas engine to recharge the battery pack.
The technology in an HEV is such that considerable training is required to work on the electrical systems, and just like a full electric vehicle, there’s a level of apprehension shared by many because of the potential danger. Safety always should be your first consideration, but don’t let it hinder sales opportunities, because there are many of them that are already familiar territory.
Safety
Should you find yourself staring under the hood of an HEV, there’s only one thing to remember: Don’t touch the brightly colored high-voltage components or wiring. Originally, most manufacturers used a bright orange color, and many of them still do, but you also might see bright blue or yellow. It’s perfectly safe to look and work under the hood. The high-voltage systems are well-insulated – just respect the general rule of thumb and stay away from these areas. Leave this work to technicians trained specifically for it.
The Batteries
HEVs have a regular lead-acid-type 12-volt starting battery for the ICE. These can be tested and replaced as you normally would, using the same regular safety precautions, but there are a few extra things to consider. First, only use the battery with the exact specifications for the vehicle.
Many HEVs also have an extra lithium-ion battery, often located inside the vehicle, that powers accessories when the engine isn’t running. These are usually called auxiliary batteries, and they must be disconnected in addition to the starting battery during replacement.
This is a safety precaution so there’s no chance of voltage in the system, depending on how the two work together. You also will have to perform a reset of the battery-monitoring and management system, just as you would on most of today’s ICE-only vehicles.
There’s still a separate battery pack for the electric motor, but this is part of the high-voltage system that you’re not going to go near. It’s just a question your customer may ask you.
Maintenance
This is where things for the most part are going to be familiar territory. The ICE in an HEV has regular maintenance requirements and you can take advantage of what you already know in this category. Standard maintenance items include engine oil and filter, engine air filter, cabin air filter, fuel filter, spark plugs, engine coolant, brake fluid, drive belts and transmission fluid.
One thing that is different is the coolant. There are two cooling systems in an HEV: one for the ICE, and one for the electric-motor inverter system. The coolant level for both should be checked on a regular basis, and the cooling system for the ICE is just like the cooling systems we’re used to. Changing and flushing the coolant falls under traditional guidelines.
Often, the ICE and motor cooling systems appear to share the same radiator, but the coolants never mix between the two. These are two radiators joined together to fit in the space normally occupied by one. There are additional complexities with the electric-motor cooling systems, and it’s important that you recommend work on these systems be performed by a professional if there’s any question about proper procedures.
Air Conditioning
This is another area to use caution, but you’ll certainly get questions about it. Air-conditioning systems on today’s cars in general require a higher level of care when servicing due to the lower volume of refrigerant and the critical nature of the oil volume in the system. HEVs have high-voltage electric compressors so they can run with the engine off, and the A/C systems also work to cool the electric-motor battery packs in addition to the interior of the car.
Not only does proper A/C service require accuracy only attained by modern equipment, but with the compressor being one of the high-voltage components, it should only be serviced by a professional.
Additional Opportunities
There are ample opportunities for underhood sales in addition to regular maintenance items. Anything that can happen to an ICE in a standard vehicle can happen to an ICE in an HEV. Coolant leaks, oil leaks, sensors, switches, pulleys – any of these things are normal problems that occur and normal components that wear out. When it comes to selling parts for an HEV, think BLT: bacon, lettuce and tomato. The bacon and the lettuce are still there. Even the bread is the same. The tomato is just a little different.
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By Counterman
Rack-and-pinion steering is the predominant type of steering system on vehicles today.
Simplicity is one of the reasons for their popularity. On these systems, an inner and outer tie-rod end on each side connects the steering rack to the steering knuckle. The inner tie-rod ends tend to last longer than the outers because they have a smaller range of motion, and they simply don’t get the same abuse as the outers on these systems.
Throughout the life of a vehicle with rack-and-pinion steering, it’s not uncommon to replace outer tie-rod ends multiple times, and rarely or never replace the inners – as long as the boot (also known as bellows) that protects them from dirt and moisture isn’t damaged.
Before rack-and-pinion steering became popular, a parallelogram steering linkage was the predominant setup on most cars and trucks, consisting of a pitman arm, idler arm, center link and inner and outer tie-rod ends on each side. The tie rods are connected by a tie-rod sleeve. Even after rack-and-pinion systems became popular and virtually standard on all cars, parallelogram steering remained in use on trucks, vans and heavy-duty vehicles for many years, but today rack-and-pinion is becoming more common on them too.
There’s another type of steering system you may run across, also common on some trucks and heavy-duty vehicles, and it consists of a drag link and tie rods. The difference is there’s no idler arm. A drag link goes from the pitman arm to a tie rod that connects to the steering knuckle, and second tie rod runs from the first to the other steering knuckle.
Terminology can vary, but don’t let that throw you. In this illustration, No. 4 is the drag link, No. 2 and No. 1 are tie rods. Some people may refer to the drag link as an inner and outer tie rod. Also note No. 6, a steering damper, is a common feature on heavy-duty vehicles.
When selling steering components, it can be useful to look at a diagram, in case your customer is unsure of the name of the component they need. You also can use it as an aid in pointing out additional items they may need.
The Quality Question
It’s not uncommon to be asked about quality, especially with the different lines and varying cost of the steering components you sell. The “economy” or “value” line is designed to make it affordable to repair a vehicle. There’s nothing wrong with these components. I’ve used them many times, and they’re as safe as any other. Will they last as long? Most likely not, but many people choose to go this way because it’s simply all they can afford, and we all can respect that.
On heavy-duty or vehicles that the owner plans to keep long-term, it’s best to recommend a higher-end line of components. They’ll last longer, and you also can remind your customer that every time you replace a steering component, an alignment must be performed. That’s an additional cost, and worn components also will cause abnormal tire wear. A less expensive component that doesn’t last as long actually might cost more in the long run.
Where’s the Grease Fitting?
Fewer steering components come with grease fittings than in the past. Many people perceive this as a sign of “cheap” or low quality. This is far from the case. Many high-quality steering components today are constructed with better materials and higher-quality lubricants. Lack of a grease fitting doesn’t mean low quality. But it does mean there’s no way a poor-quality lubricant can be added to the joint, it can’t be over-greased, and there’s no way for moisture or contaminants to find their way in either.
Here’s the kicker: Is your customer going to personally grease the fittings themselves? As a professional technician, if I had a nickel for every greaseable joint I’ve seen that was completely worn out, with not even a remote sign of grease ever having touched the zerk fitting … you know the rest. This is reality. Blame it on whomever. If the greaseable joints aren’t going to be greased, I’d rather have those not designed for it.
Extras
There are a few good suggestions to keep in mind when selling steering components. If it’s a rack-and-pinion vehicle, rack boots are a good suggestion since the outer tie-rod ends must be removed to replace them. On parallelogram steering, when tie rods are replaced, tie-rod adjusting sleeves are a huge benefit. These are almost always rusted in place and difficult to loosen and turn. New sleeves make the installation much quicker, as well as the alignment. If the vehicle has a steering damper, it’s always a great recommendation. These tend to get ignored, but are commonly worn out. And finally, don’t forget grease for the grease gun, and shop rags to clean up the mess.
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By Counterman
In link hidden, please login to view, we gave leaders from the major distribution groups and trade associations an opportunity to reflect on the most critical issues affecting the automotive aftermarket. For the second year in a row, we let distribution leaders “riff” on these topics in their own words.
Here’s what JC Washbish, vice president of sales and marketing for the Aftermarket Auto Parts Alliance, had to say on the power of partnerships.
The Alliance has been full-speed down the front stretch of 2023 with our joint-venture partners, Federated Auto Parts, and the newly established Federated-Alliance! It has been exciting, to say the least, to work with our close friends at Federated. Our goal from Day 1 has been to sell better! It remains our aim to be the best independent distributor in the industry.
The Federated-Alliance partnership has led to our inclusion in the Automotive Parts Services Group (The Group). The Alliance would like to thank Sue Godschalk, president of Federated Auto Parts, and Robert Roos, president and CEO of the Pronto Network Cooperative, for welcoming the Alliance into The Group with open arms. It was an honor to attend The Group’s 2023 National Conference in National Harbor, Maryland, this past March. The Alliance also would like to thank all the valued channel partners that supported and attended the wonderful event. Without their support or their quality products, we wouldn’t be able to accomplish our goal: selling better!
The Alliance also has increased its membership within the Alliance Commercial Vehicle and Heavy-Duty program with the additions of Pardo Fleet Solutions located in Sewell, New Jersey, in March. Piston Ring Service & Supply of Winnipeg officially joined the program in April. Finally, the Alliance is excited to announce Arnold Oil Supply of Austin, Texas, as its newest CVHD member this past June.
The focus of the Alliance takes a political shift as we head into the second half of the year. We will answer the calls of Bill Hanvey, president and CEO of the Auto Care Association, and Paul McCarthy, president and CEO of MEMA Aftermarket Suppliers, to work together to pass The REPAIR Act.
July is Right to Repair month. We are mobilizing our employees, our shareholder members as well as our shop customers and encouraging them to contact their members of Congress to ask that those officials support the REPAIR Act. The Alliance will attend the Auto Care Association Legislative Summit this September to further demand passage of the bill by their members of Congress.
In fact, I am asking YOU, the reader (come on, you’ve made it this far), to also contact your member of congress today by visiting this link:
link hidden, please login to view. The Alliance is looking forward to a fantastic back stretch of 2023 and is hopeful that as a united industry we will all be protected with the Right to Repair.
Aftermarket Auto Parts Alliance Inc.
Founded: 2000 Headquarters: San Antonio Number of members/shareholders: 37 Number of distribution centers/parts stores: 3,000+ Website: link hidden, please login to view and link hidden, please login to view. The post
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By Counterman
Over the years, I’ve been in many different roles in an automotive shop, from sweeping and washing cars to technician, shop manager and owner. As a result, I’ve heard many different approaches to selling oil filters. Many times, I was just listening in, sometimes on the receiving end of a sales pitch, sometimes on the delivering end, explaining to a customer what filter is being used on their vehicle, and why there can be a drastic difference in cost.
Overall, there’s a lot to consider – from both sides – but the best place to start is with the facts. There are multiple manufacturers of oil filters, and as with many things, they’re often branded and sold under different names. Keeping track of who makes what can seem to change quicker than the weather, and as a technician, I always relied on my suppliers – the counter professionals – to keep me in the loop.
Under any given brand, there usually are at least two and sometimes more grades, or quality, of filters. The only real exceptions are OEM-branded filters, which generally don’t offer options. They tend to offer a top-of-the-line filter. But no matter how you stack it, quality is the factor that drives the price, and rightfully so, as it also drastically affects the performance.
Selling is all about knowing and differentiating between the levels of filter, and it comes down to the individual components that make up the filter itself. I’ll use a typical spin-on filter as the basis for explanation.
The filter housing is where dependability begins. High-quality steel is important for a tough, sturdy housing, because not only must it protect against pressure surges, but no filter is immune to the possibility of getting hit by road debris, and a sturdy housing also guards against punctures. Additional features such as a non-slip or textured grip applied to the outside simply make it easier to install and remove them.
The seals all might look the same, but they’re all not created equal. It’s generally known to apply a thin film of clean engine oil to the seal before installing the filter. The reason, if your customer asks, is that it reduces the friction that normally builds between the oil-filter flange and the seal, preventing damage and potential leaks. However, the oil also is forced out as the filter is tightened, resulting in high seal friction during removal.
Many filters now use an internally lubricated seal, which is one that’s made with friction-reducing ingredients in the elastomer formula. Not only does this offer additional protection during installation as the oil film is forced out, but it also allows for much easier removal. If you’ve ever removed an oil filter or heard someone talk about one that feels as if it’s been welded in place, you’ll appreciate an internally lubricated seal.
On filters designed for longer synthetic oil-change intervals, nitrile rubber seals offer extended durability and temperature protection.
Now let’s get to the business end, on the inside of the filter. The main components are the media, the relief valve and an anti-drainback valve.
There are different types of media, the most basic being a cellulose type. However, there also is synthetic filter media or microglass media, and many different proprietary media blends as well. This is a science all on its own, but it makes a big difference, and it simply comes down to how much dirt they trap and how long the filter efficiently traps dirt while allowing for proper, unrestricted oil flow.
The relief, or bypass, valve is designed to open and allow oil flow under extreme conditions in which the oil is too thick or if the filter becomes plugged. It’s important that this is a well-made part of the filter.
Last but not least is the anti-drainback valve that keeps oil in the filter to provide protection at startup. It’s just one more hidden piece of the oil filter. They all might look the same on the outside, but there’s a clear difference, and ultimately, engine protection depends on what you can’t see.
Selling to the DIYer
Knowing and being able to educate your customer on what makes a quality oil filter gives you the confidence to sell top-of-the-line, every time. But you must be careful characterizing a value-line filter as a low-quality filter – especially if it’s part of your branded line. One approach is to represent a value-line filter as a quality filter that’s designed for more frequent changes, so your customer has the understanding that the filter won’t last as long.
Then you can point out how the different media in a higher-quality filter provides better filtration for a longer period of time, which leads into the additional selling features of more expensive filters. If someone opts for the value-line filter, you’ve still given them the feeling they’re getting a quality filter.
I also like to use the “positive-reinforcement” approach. Many people will come through the door with a pre-conceived notion of the best filter there is, or a filter brand they prefer. When a customer asks for a certain brand, then asks you what you think of them, you’re always better off agreeing that you, too, like that brand.
By agreeing with a customer’s choice, not only does this build rapport by making them feel knowledgeable, but it also makes them more likely to trust your opinion. Maybe that’s not a brand you stock, or maybe you have a better deal that includes a different filter – for example a bundle offer. Since you’ve already gained their trust by agreeing with their initial choice of filters, you then can easily compare how another brand “has the same quality features,” for example, and if the customer knows that another filter is “just as good” as their original choice, they’ll most likely be willing to buy.
Selling to Professionals
This crosses over into different territory. When you’re selling to a shop or professional technician, you generally don’t have to educate them about the construction and quality of filters. We’re all familiar with the fact that top-line filters are much better, which is why we use those products on our vehicles. Truth be told, I’ve used several different brands of filters over the years, but I always use top-of-the-line. I don’t skimp and I’ve never experienced a filter-related issue, or any oil-related issue for that matter.
As technicians, however, we have other hurdles to jump. More often than not, we’re dealing with oil changes that are way over their interval, and the other big one is price competition. Many of us truly care about the quality of our oil-change services, but it’s a simple fact that one of the most popular forms of marketing to get people into a shop is the lure of an affordable oil change. This approach is highly exploited by shops that simply don’t care about the cars. They’re looking at the bottom line and what they can upsell when the vehicle is on the lift.
Of course, upsells are important and we all do it, but there’s the honest upsell and then there’s the other … a topic for another day. As far as the oil change, there are some established shops that may take the stance of only offering top-of-the-line filters and the cost is the cost, take it or leave it. But due to demographics and local competition, many shops have no choice but to offer inexpensive oil changes, simply to remain competitive and get traffic through the door.
I’ve heard many a sales rep talk down their value-line filters in an attempt to stock the shelves of a local shop with their better and best products. That doesn’t mean they’re wrong about the quality or that we don’t agree as technicians. However, as I just pointed out, we know from the standpoint of running a business that we simply may have no choice but to stock low-line product in order to remain competitive.
One thing you can do to help professional shops is provide them tools – such as counter displays or pamphlets – that explain what makes a top-of-the-line filter different from a value-line filter. This makes it much easier to offer different levels of oil-change services that include higher-quality filters. It’s always our goal to sell top-of-the-line, but you’d be surprised how tough it can be with so many shops offering inexpensive oil changes. The more tools we have to sell top-of-the-line, the more we can stock in our shops.
Upsells
For your walk-in customer or the DIYer, you always should offer an upsell – not from a negative or pushy standpoint, but out of professionalism and sharing your knowledge, making sure they have everything they need to get the job done. Never assume. But, it’s a safe bet that if they need an oil filter, they’re changing the oil too – even if they aren’t getting any oil. They may already have the oil. A drain pan and shop towels are number one. Just ask if they need either, and it’s always best to replace the oil drain-plug gasket.
link hidden, please login to view Funnels are a good upsell, because how many of us can really hit that hole every time, right on the money? I even like the “extra quart of oil for the trunk.” You’d be surprised how many people agree with that idea.
This is more of a rarity, but if they’re working on an older vehicle (pre-catalytic converter), make sure to ask them if they need a zinc additive for the engine oil. Oil-filter wrenches are another good upsell, as well as latex gloves and hand cleaner.
Tech Tips
There are a few extra things you can suggest that can help your customer. One, if the filter is an element-style filter, check the box and make sure it contains the replacement O-rings for the filter housing. Remind them to be sure to use them. Also remind them about using a thin film of clean engine oil on the filter seal before installing.
Some newer vehicles are designed with single-use drain plugs that require special tools to remove. If they have one of these, not only could they be looking for the tool, but they also might ask if you really have to replace the drain plug. The answer is to recommend “yes.” Is it overkill? Some may argue it is, but these are plastic plugs that turn and lock in place, quickly losing their tension with multiple uses. Have I personally ever seen one fall out? No, not yet, but if the manufacturer says to replace them every time, that’s what I do. Nobody wants to take the chance of ruining an engine.
Sharing what you know makes oil-filter sales easy, and it’s the basics like this that brings customers back to your store.
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