This document discusses strategies for improving customer retention and satisfaction at car dealerships. It promotes Mopar's "four oil changes for $65" program which generates millions of return customer visits. It emphasizes building strong relationships with customers through excellent service so that they will purchase their next vehicle from that dealership. The document encourages fully satisfying customers to create loyalty and word-of-mouth advertising.

1. ~ Service, Parts & Customer Care ~
retention and re-purchase loyalty.
In short, if we can keep customers
coming back to your dealership for
positive service experiences, they
will be much more likely to purchase
their next new vehicle from you –
and maybe even tell some friends,
family and neighbors along the way.
For customer retention, one
promotion continues to resonate
with our customers – four oil
changes for $65. In fact, just last
year we sold 600,000 of these
contracts and the momentum for
this program continues this year.
With this pre-paid LOF service
contract, we can generate nearly
2.4 million return visits to our
dealerships – that’s nearly 2.4
million opportunities to build
relationships and delight our
customers with exceptional service.
1
As you know, there is
a direct link between
successful customer
When the owner of a 2006 Dodge Magnum required some additional
assistance to resolve some vehicle issues, Justin Germann, Service
Manager at Zingg Motor Corporation in Whitewater, Wisconsin, stepped
into the fray. Germann proceeded to go above and beyond to provide the
minor repairs and outstanding customer service needed to transform an
unsatisfied customer into an extremely satisfied one.
When the hearing-impaired owner pulled his Dodge Magnum into the
service lane at Zingg Motor Corp. in April, Germann and his service team
quickly dug in and worked to diagnose the problems. After installing a
new AC and heating control head in his Magnum, the owner expressed
that the part functioned differently. Through written notes and verbal
communication through the owner’s girlfriend, Germann explained that
the replacement head carried a new part number that functioned
differently than the previous part. He took the time to walk the owner
through the differences and explain how the new controls functioned.
The owner had another concern that his previous repair outlet was
unable to diagnose and fix — a slight dead spot in the power steering
assist when the wheel turned to the left. “Again, it was just taking the
time to communicate with the customer to find out what the concern
actually was,” said Germann. After road tests and more communication,
Germann replaced the rack and pinion and power steering pump —
problem solved, with less than an hour of one-on-one customer
interaction required to get the job done right.
TIME WELL SPENT
July 2013
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Service Manager Justin Germann at
Zingg Motor Corporation goes above and beyond the call of duty.

2. ~ Service, Parts & Customer Care ~
maximize your return on investment,
be sure to utilize Mopar’s OnDemand
Service Prospector, which is available
via DealerConnect. This program
offers a service reminder mailer that
enables you to reach out and
encourage customers who have not
recently returned to your dealership
to take advantage of their remaining
services.
Let’s continue to look for
opportunities to keep our customers
fully satisfied and coming back for
more.
Good selling,
Pietro Gorlier
President and CEO, Mopar Service,
Parts and Customer Care
2
To help you retain those
customers and
“He didn’t feel he was getting the satisfaction he needed at the
other repair outlet,” said Germann. “We took care of the customer,
and he was extremely appreciative of what we had done for him. He
told us he felt like he belonged here.
“We demonstrated that his concerns were our concerns, and that
we’re not going to leave any stone unturned to get his issues
resolved. That’s kind of the culture here at our store. Everybody
here helps out.”
Germann’s supervisor, Mike Manthei, Sales Manager at Zingg
Motor Corp., said the interaction is typical of Germann.
“Justin has been with us for a little over six months, and this is
certainly not the first time that he has gone above and beyond for
our customers,” said Manthei. “That’s something we like to see at
our dealership, which is located in a small town. Everybody talks,
and word of mouth travels fast; it’s important to make sure
customers are comfortable coming back to us again and again.”
Don’t forget, you can submit your Service & Parts success story by
emailing me directly at: Pietro.MoparMomentum@chrysler.com
(Continued from page 1)
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July 2013
Be sure to enroll in the National Service Lane Challenge starting
August 1st to compete against your peers for cash, prizes and
more.
WEBSITE ACCESS
Dealerships enrolled in MSER will access Enrollment, Program
Rules, Reporting, Training and the Spin Game by logging on to
www.moparser.com.
Those not enrolled in MSER can enroll by logging on to
www.nslchallenge.com.

3. ~ Service, Parts & Customer Care ~
CHRYSLER GROUP LLC AND FIAT SpA
OPEN MOPAR OPERATIONS IN SOUTH AFRICA
3
Since Fiat SpA aligned with Chrysler Group LLC, the companies have opened Mopar warehouses in Argentina,
Australia, Brazil, China, Japan, South Korea, Russia, the Middle East, and the United Arab Emirates. Today, both
companies announced the opening of a new parts distribution center in Pretoria, South Africa.
“We will strategically grow our parts distribution network in order to support our brands and customers in the
marketplace,” said Pietro Gorlier, President and CEO of Mopar, Chrysler Group LLC’s and Fiat SpA’s service, parts
and customer-care brand. “Our new parts distribution center will further improve service to our dealers, distributors
and customers in this region. We will continue to look for opportunities to support our growth.”
Mopar’s new parts distribution center is located in Pretoria, South Africa. The 19,000 sq.-meter facility will
distribute more than 50,000 part numbers to 80 delivery points in South Africa, Botswana and Namibia.
(Continued on page 4)
July 2013
HOLE SHOT WIN BY GRAY
IN ALL-MOPAR FINAL AT NORWALK
In an all-Mopar final elimination showdown, Johnny Gray earned his fourth Funny Car national title of the season on
a hole shot win against his Don Schumacher Racing teammate Ron Capps at the seventh annual Summit Racing
Equipment NHRA Nationals, the 13th of 24 national events on the Mello Yello Drag Racing Series circuit. Mopar Pro
Stock pilot Allen Johnson also advanced to the final elimination at the Norwalk track finishing runner-up to current
points leader Mike Edwards.

4. ~ Service, Parts & Customer Care ~
4
“Congratulations to Johnny (Gray) from all of us at Mopar on his title win at Summit Motorsports Park and his
fourth victory of the year,” said Pietro Gorlier, President and CEO of Mopar, Chrysler Group LLC’s service, parts
and customer-care brand. “It great to see the Mopar-powered Funny Car package competing so strongly,
leading the standings, and back in the winner’s circle for the eighth time this year. It’s great to seeing all four
Don Schumacher Racing teammates contending for wins in defense of the championship title nearly every week
throughout what continues to be an exciting and incredibly competitive season.”
“Everybody said it was back-and-forth all the way down the track, and it was just a great drag race,” said Gray
who also posted wins at Gainesville, Atlanta and Topeka this season to bring his career total to seven national
titles. “You just can’t say enough for what my crew does for me and this was my day. We came to Norwalk and
the car never missed a step. When I get a race car like this, it’s really hard to screw it up.”
Matt Hagan started off strong in his “Magneti Marelli Offered by Mopar” Dodge Charger R/T by making his best
run of the weekend in his first round match up against Tony Pedregon only to lose the battle against his DSR
teammate Ron Capps. Hagan does however remain in the Funny Car championship points lead on the strength
of three wins and two no.1 qualifier positions with just five races to go in the regular season.
The NHRA Mello Yello Series teams and drivers return to racing this week for the first of a three week western
swing that begins at the Mopar Mile High Nationals in Golden, Colo. on July 18-21 where Mopar will be
celebrating their 25th anniversary as title sponsor as well as their long standing relationship with Bandimere
Speedway.
July 2013
Mopar fans and video game aficionados can now enjoy the fun of
drag racing at their fingertips as the brand's collaboration with
Minicades Mobile has launched a free game application for Apple
devices called "Mopar Drag N Brag" that is available via
www.mopar.com/DragNBrag and through the iTunes App Store
https://itunes.apple.com/us/app/mopar-drag-n-
brag/id566382234?mt=8
Fans and gamers are invited to virtually strap in and hit a drag
strip themselves aboard a Mopar hot rod to experience the thrill
of burnouts, test their reaction time and burn some virtual
rubber. They then are encouraged to share their results and brag
about their times via social media channels Facebook and Twitter
in order to challenge and compete against others.
The game gives players the opportunity to get behind the wheel of a Mopar-powered Dodge like those of
professional NHRA world champion drag racers Allen Johnson, Jeg Coughlin Jr. and Matt Hagan, and includes the
track venue known affectionately as Thunder Mountain at Bandimere Speedway where the brand’s signature event,
the Mopar Mile-High NHRA Nationals, takes place.
GET THE GAME - MOPAR DRAG N BRAG