Document 1QvwoO63ENJd0O5adLvgxLY3m

proves to be defective, shows the public that NAPA and your store are the best in the business. And, when you're looking for quality that is going to last you go to the best. By consistently meeting consumer needs, the NAPA National Warranty Pro gram will bring customers back again and again. However, the same principle can work in reverse. If a customer comes into your store with an allegedly defective part, purchased from another NAPA AUTO PARTS store, he's going to leave with a bad memory of NAPA if his complaint isn't handled well. He's going to remember is that NAPA didn't give him satisfactory service. In the future not only will all NAPA stores (including yours) lose his business, but he's going to tell his friends, who'll tell their friends and so on and so on. Put yourself in a customer's shoes. If you have a bad experience with a motel in Iowa, which is part of a national system, are you going to consider that the motel is only one of many and service elsewhere will be bet ter? No. You're going to go use another motel system and, unfair as it may be, your one bad experience in Iowa will cost so meone else your business. It's the same with the NAPA National Warranty Program. A warranty claim which isn't handled properly, anywhere in the country, is going to lose business for you and all other NAPA AUTO PARTS stores. But, if it is handled well, a warranty claim can result in a favorable public image of NAPA which in the end will pay off for you. Now that you have the facts on why it's advantageous for you to participate in the NAPA National Warranty Program, let's play "what-if" for a few minutes. The door of your store opens and in walks a customer. In his hand is a NAPA brand part manufac tured by Echlin. He claims the part is defec tive. What do you do? The part was purchased at a NAPA 1 TheNAP^NatA0Ual Program ...... ......... ,,,nr.u so'itO"-'' ^ asym,V"" t13e6'. \m ... ^rtsinalithen^ptoc^ll ofnraS newspaper ad. 16 AUTO PARTS store in a neighboring state while the customer was away from home. First, ask a few questions to find out when the part was purchased, the conditions it was driven under and how and when it began to cause the driver a problem. Once you have decided that the customer may have a defective part, look up Echlin in your manufacturers' warranty book (the blue, gray and white book with "National Warran ty Program" on the front) and determine what the warranty policy says. Echlin's warranty says it guarantees NAPA brand products to be free of defects in material and workmanship for one year from the date of installation and that the part will be replaced or repaired if it is pro ven to be defective under normal use or service. Echlin's warranty does not include labor costs for installing the part or the cost for any other components or work needed to restore the vehicle to its original operating condition. It is also important to note that the customer must meet the manufacturer's requirements for proof of purchase, duration, proper use, etc. If you don't already have a copy of the manufac turer's warranty book for your store or an abridged version for your outside salesman and dealer customers, contact your D.C. Sales Manager. Remember, too, that it is a legal requirement for you to keep a copy of manufacturers' warranties in your store. Once you have established that the cus tomer's complaint deserves investigation, simply handle it as you would any other part return. Handling this warranty claim, and others, isn't difficult to do. And, more im portantly, once it's done, you've made that customer a firm believer in NAPA. By treat ing all customers as if they were your own, you've built on repeat business. That's im portant because in another NAPA AUTO PARTS store, a customer is receiving the same kind of service and it eventually will come back to you when he sees the NAPA sign in front of your store or in your dealer(s) place of business. Advertising and promoting the NAPA Na tional Warranty Program isn't difficult, either. Nationally, it's being advertised on network television and in consumer and trade publications. Locally, there's a news paper ad in the Summer Local Ad Kit (avail able to jobbers on the National Advertising Program) which tells your marketplace about NAPA's National Warranty Program. Should you decide to put together your own ad, there are some legal points to be aware of. One, the NAPA National Warranty Pro gram covers only NAPA branded parts. Two, those parts are only warrantied according to the manufacturers' specifications. Be careful not to say or imply that NAPA's war ranty is good on all parts and/or products sold in your store. Also, be careful to clarify the fact that it is the manufacturers who guarantee the parts -- not NAPA and not your store. The NAPA National Warranty Program; it's simple, effective and comprehensive and it's the best in the aftermarket. By par ticipating in it, you're going to assure all your customers -- both traditional and retail -- that NAPA has what it takes to provide the service, value and quality we've been known for since 1925.