VW Advanced Parts Operations

Table of Contents

Module Three Objectives ................................................................................................ 1

Claim Types .................................................................................................................. 2

BuyBacks ....................................................................................................................... 5

Parts Returns .................................................................................................................. 6

Service Up! .................................................................................................................... 7

Service Supply Store ....................................................................................................... 8

Material Safety Data Sheet (MSDS) ................................................................................... 9

vwwebsource ............................................................................................................... 10

VW IQ Challenge ........................................................................................................ 11

Selling to the Next Generation ....................................................................................... 12

Online Sales Tools Challenge........................................................................................ 13

New Updates and Information ....................................................................................... 14

VW Advanced Parts Operations

1

Module Three Objectives

Upon completion of this module, you will be able to:

• Identify Claim Types

• Understand Buybacks

• Effectively utilize the resources on the vwhub

o Service Calculator

o Service Up!

o MSDS

o Service Supply Store

o vwwebsource

o Accessories

o Mobile and online resources

Questions?

VW Advanced Parts Operations

2

Claim Types

Volkswagen offers an electronic, online (paperless), claims processing system which enables you to process claims against shipments from Volkswagen’s Parts Distribution Centers. Once you have entered the claim, the system enables you to follow your claim through to the completion process. If a particular part is requested by the PDC for return, the system will provide the delivery document for you to print and enclose with your shipment.

The types of claims the system will accept are:

• Shortages

• Overages

• Mispick

• Damages

• Dealer Support Requested Return

• Lifetime Warranty

• Miscellaneous

• Factory Misboxed

• D2D Claims

Sheet Metal Quality Video:

VW Advanced Parts Operations

3

Claim Type Challenge

1. While checking in my stock order I noticed we only received quantity 2 out of 20 of part

number N 10619201. Prepare claim

2. On your stock order you ordered 1HM 051 370 quantity 2. The box was marked with label on the outside 1HM 051 370, but inside the box was quantity 2 of 1HM 051 372 which we do not want to keep. Prepare claim

3. On my stock order I ordered 06J 145 713FX but received unknown radiator (no part number on piece). I do not want the part. Prepare claim

4. Received part number 5C5 827 469D ULM on my stock order and part was damaged inside the box – part was crushed. Prepare claim

Credit memo request

Debit Memo Request

VW Advanced Parts Operations

4

Claim Type Challenge (continued)

Claim with return

D2D credit request

D2D with return

VW Advanced Parts Operations

5

BuyBacks

Match the type of buyback with the definition

a) Normal Buyback b) Supplimental Buyback c) Special Buyback d) Company Dissolution Buyback

Equal to the dollar amount of the Normal Buyback, for which you receive return credit for 35% of dealer net price

A return from the dealer that is above and beyond the 6% allowance and is treated as a special instance.

Used only when a dealership goes out of business and wishes to return its complete inventory for credit.

6% of eligible stock order purchases) are scheduled at either 30 or 60 day intervals, according to your preference.

During each buyback cycle, you have 28 days to enter, place, update your buyback order. And create buyback labels.

VW Advanced Parts Operations

6

Parts Returns

Name the color of the labels for these returns

New Remanufactured Return

• ________________

Buyback Return

• ________________

Core

• ________________

PDC Request

• ________________

Parts Claim

• ________________

VW Advanced Parts Operations

7

Service Up! Volkswagen Service Up! is a portal designed exclusively for the use of Dealership and VWoA personnel and facilitates several different parts incentives. Service Up! is located on the Parts, Service, and Vehicle Sales tabs of the VW Hub. (www.VWHub.com). When do I get paid?

Each promotion can vary slightly, but typically we accept claims through the 7th of the month. After that, the data is checked for accuracy and payout files are submitted to our Volkswagen Incentives department. Barring any exceptions, you can expect to be paid within 30 days of the end of the promotion submission period.

Example: Promotion through August 31st >> Submissions through September 7th >> Payouts before October 7th

How do I get paid?

If you have participated in a promotion before, you have received a Visa / Citi Debit Card. This is a reloadable card that funds will be loaded onto each time you participate in a Volkswagen of America promotion. Please retain this card – getting a new one takes several weeks.

If you have not participated in a promotion before, the Volkswagen Incentives department will ship you a new Visa / Citi Debit Card. This debit card will be shipped to your dealership address with your name on it, so please be on the lookout for your new card in the mail. It should arrive within 7-10 business days of payout date (listed on the Service Up! site once promotion ends).

I’m having trouble logging in. Why?

Service Up! functions in Internet Explorer 9 and above as well as Mozilla Firefox and Google Chrome. If the issue persists, please ensure that you are registered in the Volkswagen Academy Learning Management System, referred to as the LMS. To register for the LMS, please contact the Volkswagen Academy Concierge at concierge@VolkswagenAcademy.com

Contacts:

Lost Debit Cards: VWoA Incentives Help Desk at (866)-892-3375, Option 1, Option 2, Option 1

Fund Discrepancies: Service Up! Help Desk – VWServiceUpPromotions@VWServiceUp.com

Current Promotions: Service Up! Website – VWHub >> Parts, Service, Vehicle Sales Tab >> Service Up! Link

Strategy and Selling Techniques – Your FOM

VW Advanced Parts Operations

8

Service Supply Store

Efficiency

Productivity

Sales

Customer Experience

VW Advanced Parts Operations

9

Material Safety Data Sheet (MSDS)

Getting MSDS Information

Go to VWHub>Parts>Material Safety Data Sheets Choose Language Click on right side arrow (left is the back arrow) Input part number

Pick your country and then print PDF

VW Advanced Parts Operations

10

vwwebsource

Tab How can I use this?

Technology Explained

Tools

Volkswagen Experience

Press Awards

VW IQ

VW Advanced Parts Operations

11

VW IQ Challenge

Part One – Find information on your dealership

1. Go to vwwebsource>VW IQ>Knowing Your VW 2. Click on the VW Service and Parts icon 3. Enter your zip code in Find a dealer and schedule service 4. Review the services shown for your dealership. Are there any services related to Parts such

as “We Use only Genuine Volkswagen Parts” or “Online Parts”? Yes No 5. If yes, what? __________________________________________________ 6. Click on the link to your dealership’s website 7. Do you have any special offers on Parts? Yes No 8. If yes, how easy was it to find? ____________________________________

Part Two – Go Shopping 1. Click on the Accessories icon 2. Choose a model 3. Click Shop Now 4. Add to your cart one accessory, one replacement part, and one item from Driver Gear

Model Chosen: _____________________________________________________

My Shopping Cart Items

VW Advanced Parts Operations

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Selling to the Next Generation Link in VW IQ Resources>Drivers of Emotion

Video Notes

iOwn

eCatelogue

Second Skin

VW Advanced Parts Operations

13

Online Sales Tools Challenge

1. Circle the VIN assigned to your group

1VWAT7A31FC049595

3VW5L7AT1DM809053

3VWRL71K49M068283

WVWPF7AJ6DW117761

2. Go to eCatelogue and create a Magic Pocket for your assigned VIN

Directions for creating our Magic Pocket

3. Go to VW Second Skin and create a customized Parts van

Directions for creating our Parts Van

VW Advanced Parts Operations

14

New Updates and Information

VW Advanced Parts Operations

15

Advanced Parts Operations

Module Three Participant Guide Course No. 430456

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Volkswagen of America Inc.

2200 Ferdinand Porsche Drive

Herndon, VA 20171