Aircraft Spruce Avionics Policies 4/07/09 In an effort to best serve our customers in the area of avionics, the following policies have been put into place to help guide our staff. Our customers expect us to know our products and provide reliable customer support. Product knowledge is invaluable when it comes to selling avionics. This is a high dollar section of our catalog and cannot be underestimated. Reputation is everything, especially in avionics, as pilots talk about the knowledge, efficiency, and quality of service of avionics vendors. Even though we are a warehouse distribution facility, we are in direct competition with trained, certified avionics shops with years of experience in selling and installing avionics. If we sound unknowledgeable we run the risk of not only losing a sale but also a returning customer. This can be easily overcome with our great service, customer dedication, and compliance with our avionics polices. Expectations on Selling Avionics...2 Involvement of the Avionics Sales Manager...2 Avionics Price Matching and Discounts..3 Our Partner Avionics Shops.3 Credit for Avionics Sales..3 How to Get on the Avionics Sales Queue 4 Avionics Sales Representatives Expectations.4 Non-Avionics Sales Representatives Expectations....5 Will Call Avionics Sales Expectations.5 Quoting Complete Avionics Panels..6 How to Sell/Quote Used Avionics.6 How to Sell/Quote Used/Overhauled Instruments.6 Trade-ins on Avionics Units.7 Quoting Wiring Harnesses...7 Avionics P&As...8 Returns on Avionics Units 8 Policies on Avionics Out of Box Failures 8 If you have any questions please contact me Ryan Deck Avionics Sales Manager 1
- Expectations on Selling Avionics - Avionics are more complex and technical than most other products and must be handled differently than all other orders. In most cases, additional parts can be added to an order to make a complete avionics system or package. This requires listening to our customer s complete needs whether it is an avionics question, quote, or order. Many questions can be answered quickly if all the correct information is received upfront. The following questions must be answered to find the correct product or solution. This applies to all avionics phone calls and emails. Please follow the list below in order: 1. Aircraft full make & model - must be put on a C line on every quote & order. 2. If an engine related avionics unit, full engine make & model - must be put on a C line on every quote & order. 3. Aircraft voltage - must be put on a C line on every quote & order. 4. Aircraft tail number (registration number) or serial number - must be put on a C line on every quote & order. 5. What avionics unit(s) is the customer looking for - find the correct part number(s) and/or see what questions the customer has for that unit? 6. What avionics unit(s) does the customer have installed in the aircraft If this is a new installation must put new installation on a C line or if not, put existing avionics unit(s) installed on a C line. 7. Find the solution by quoting the right product the first time, if you do not know, do NOT quote. We will lose more sales by sounding unsure. Get a hold of the avionics sales manager first and if not available, the appropriate avionics vendor or avionics queue representative to obtain an answer. If we do not know the answer or what best product to quote, that is ok, getting the right answer quickly shows our customer we can take care of them every time. - Involvement of the Avionics Sales Manager - The main goals of the avionics sales manager are to: Increase avionics sales though orders taken by Aircraft Spruce. Not to take orders/sales away from the sales representatives. Assist in closing deals by three way calls, emails, and product demonstrations with the sales representatives. Review avionics quotes and orders to ensure correct parts are ordered. Work with both purchasing and marketing in updating avionics notes and web pages. Give avionics sales training and product reviews to assist sales representatives. 2
Provide customers with more support to give our customer confidence in ordering avionics through Aircraft Spruce. By using the avionics sales manager, sales representatives can close avionics sales and provide better customer satisfaction which will lead to new and returning avionics orders. Things to remember when involving the avionics sales manager: Follow the procedures listed in this document and do not hesitate to contact the avionics sales manager with questions. Ask all the questions stated in the Expectations of the Selling Avionics before contacting the avionics sales manager for questions or support. All avionics sales given to the avionics sales manager without the involvement of the sales representative (three way call or email) will not receive credit for the order (does not apply to Will Call sales representatives). The goal is to secure every avionics order for Aircraft Spruce and Specialty. Follow the avionics sales policy and let the avionics manager assist you as necessary to capture the order. You will receive credit for these sales. If the avionics sales manager is not available, do not leave notes for follow up calls or questions on the sales manager s desk, instead use Spruce Net to email or begin a ticket on the customer file (for both sales and customer service issues). Please bring any changes or errors that you find regarding avionics product notes or web pages to the avionics sales manager s attention so they can be fixed. - Avionics Price Matching and Discounts - The avionics sales manager can perform price matches and package discounts on all avionics and instruments. If not available, see Jim Irwin or another appropriate manager. - Our Partner Avionics Shops - Our partner avionics shops are: Advantage Avionics - Chino CA 909-606-0220 Gardner Aviation Specialists - Peachtree City GA 800-486-1216 Do not simply refer avionics questions or wiring problems to these shops. See the avionics sales manager before calling the shop for questions but do not hesitate to also use them as a resource. For Advantage, ask for Mark, if not available ask for a tech. For Gardner, ask for Blake, if not available ask for a tech or sales. - Credit for Avionics Sales - Full credit for avionics sales is the goal of every sales representative (see Will Call expectations for more on their credit/commission process). Orders that do not follow the avionics policies or are mishandled because the avionics sales manager was not involved 3
can be rescinded at the discretion of the avionics sales manager. This is not meant to discourage avionics sales, just to ensure that correct actions are taken to give our customers the best possible service. - How to Get on the Avionics Sales Queue - The avionics sales queue is designed to get customers with avionics specific sales and questions directly to an Aircraft Spruce sales representative who is better equipped to handle avionics questions, quotes, and orders. The goal of this specific call line is to increase our avionics sales and product support. Also, only those on the avionics sales queue will receive faxes and emails requesting quotes for avionics. To get on the sales queue a sales representative must complete the following: 1. Complete the avionics training as given by the avionics sales manager. 2. After completion, a review will be conducted by the avionics sales manager to review the sales representative s knowledge of avionics. 3. Upon passing the review the sales rep will be added to the avionics queue. 4. Also, reviews will be given to the avionics sales representative periodically to stay current. Any sales representative not passing reviews or not showing adequate service on the queue will be removed at the discretion of the avionics sales manager. - Avionics Sales Representatives Expectations - The goal of these sales representatives is to offer the customer specialized avionics support and information. These customers are looking for a specialist to answer and provide knowledgeable recommendations on avionics. The sales representatives on the avionics queue are expected to: 1. Follow the standard expectations of selling avionics. 2. Understand how each avionic system works in an aircraft application. 3. Know what parts, in each avionics system, that makes up a complete package for an installation. 4. Look past what the customer is ordering and see if other items should or can be included in the quote or order. 5. Stay current in avionics sales training and avionics reviews. 6. Show a consistent interest in avionics. 7. Involve the avionics sales manager when needed. Avionics sales representatives are still expected to involve the avionics sales manager. Asking the sales manager questions will not reflect poorly on you but will show your interest in ensuring that a correct avionics quote/order is done correctly. 4
- Non-avionics Sales Representatives Expectations - The expectations of the non-avionics sales representatives are not as high but as always they still must serve the customer to the best of their abilities. These sales representatives can still quote and place orders for avionics but require more involvement on the avionics sales manager. The following is expected for these sales representatives: 1. Follow the standard expectations of selling avionics (get info first). 2. If familiar with the product, find the part number based on the customers request and read the notes. If notes do not exist, and you are unsure, contact the avionics sales manager for help. 3. If not familiar with the product, call the avionics sales manager immediately to engage in a three way call. 4. Begin quote and put CP lines if you have any questions. Remember that the avionics sales manager reviews all avionics quotes in the system so use CP lines to your advantage. The avionics sales manager will also review & update avionics quotes. 5. The avionics sales manager must be involved with the sale of all avionics packages, stacks, and panels for those not on the avionics queue. - Will Call Avionics Sales Expectations - The expectation of the sales representatives are the same as those sales representatives not on the avionics sales queue. To the best of their abilities, Will Call reps are to assist the customer with all avionics related questions. The following is expected for Will Call sales representatives: 1. Follow the standard expectations of selling avionics (get info first) before calling the avionics sales manager. 2. If familiar with the product, find the part number based on the customers request and read the notes. If notes do not exist, and you are unsure, contact the avionics sales manager for help. 3. If not familiar with the product, call the avionics sales manager immediately to give demonstration or answer questions. 4. The avionics sales manager must be involved with the sale of all avionics packages, stacks, and panels for those not on the avionics queue. Will Call sales representatives will get half of the commission on avionics sales when involving the avionics sales manager. Involvement of the sales representative is desired but not required as serving other waiting customers in the store has a higher priority. Once an avionics sales representative has completed the avionics sales training they will receive full credit even when using the assistance of avionics sales manager. 5
- Quoting a Complete Avionics Panel - If the customer is requesting a quote on an avionics panel, please contact the avionics sales manager before quoting the customer. If not on the avionics queue, get a hold of the avionics sales manager immediately. If not available, follow the standard expectations for avionics sales and get customer s information and the avionics sales manager will call the customer back as soon as possible. If on the avionics queue, begin a quote and route to the avionics manager for review before sending a first draft to the customer. - How to Sell/Quote Used Avionics - Most quotes/orders for used avionics are done through Bennett Avionics. Check the vendor number to verify. We do not keep used avionics on the shelf except for Garmin portable GPS units. We also do not take trade-ins on avionics units (refer to Bennett Avionics for panel mount avionics buy backs but try to capture new sales) other than Garmin Handheld GPS. No P&As should be entered for used avionics. If a request is received the following actions must be done: 1. Follow the avionics sales expectations (aircraft make/model & aircraft voltage). 2. What is the make & model of the avionics unit(s) customer is requesting? 3. Is this for a new installation? a. Put new installation on a C line. b. Ask customer what they need (complete system or unit only) item may include - unit only, rack/tray, connector kit, and antenna if needed. 4. If not a new installation, what existing unit do they have? a. Put existing installation on a C line. b. Ask customer if they need a complete system or unit only: 5. Call Bennett Avionics at 860-653-7295 and ask Todd for a quote based on the answers to the questions above. 6. If Todd is not available, leave an email at todd@bennettavionics.com and cc: the avionics sales manager. 7. Quote customer with lead time and tell customer that the unit is not factory used but in serviceable/working condition with a 90 day warranty, non-cancelable, non-returnable. - How to Sell/Quote Used/Overhauled Instruments - All requests for used, overhauled, or repairs on instruments are done through Gardner Aviation Specialist. We do not keep used instruments on the shelf. We also do not take trade-ins on instruments (refer to Gardner Avionics for buy backs on instruments but try to capture new sales). No P&As should be entered for used, overhauled, or repairs on instruments. If a request is received the following actions must be done: 6
1. Follow the avionics sales expectations (aircraft make/model & aircraft voltage). 2. What is the make & model of the avionics unit(s) customer is requesting? 3. Is this for a new installation? a. Put new installation on a C line. b. Ask customer what they need, make/model number of instrument and also if they want the instrument only, with connector, lit or non-lit or any other information and put information on a C line. 4. If not a new installation, what existing unit do they have? a. Put existing installation on a C line. b. Ask customer what they need, make/model number of instrument and also if they want the instrument only, with connector, lit or non-lit or any other information and put information on a C line. 5. Call Gardner at 800-486-1216 and ask for sales or Blake for a quote based on the answers to the questions above. 6. If no one is available, leave an email at sales@gardneraviation.com and cc: the avionics sales manager. 7. Quote customer with lead time and tell customer that the unit is not factory used but in serviceable/working condition, non-cancelable, non-returnable. - Trade-ins on Avionics Units - At Aircraft Spruce and Specialty we only take trade-ins on Garmin portable units. Tradein only applies towards a purchase of a new Garmin unit (one unit per trade-in). Trade-in must be complete, having all accessories and the unit must be in good cosmetic condition with no scratches and in working condition to receive full trade-in value. Any units not meeting these requirements may receive a lesser trade-in value or have the unit returned to the customer. Use the Aircraft Spruce website for more details. Inform customer that the unit/screen must in excellent condition. If customer has a trade-in with missing parts/bad screen, it will be deducted from trade-in value or may be returned to customer. Always check Spruce Net for current trade-in value. Tradeins are subject to physical inspection by the avionics sales manager unless stated otherwise by the manager. Any trade-ins with missing parts or bad screens will delay credit process. See appropriate manager for a price match. - Quoting Wiring Harnesses - All quotes requesting a special order/custom wiring harness must go through the avionics sales manager. Use a P&A directed to the avionics sales manager for an answers on custom wiring harnesses if for a single unit. If interfacing multiple units or an avionics package, get the avionics equipment list of what the customer wants and send an email to the avionics sales manager to review and quote. 7
- Avionics P&As - Contact the avionics sales manager before entering a P&A for avionics units to see if an answer can be obtained more quickly. Even if it is not applicable, aircraft make/model, aircraft year, aircraft voltage and tail/serial number must be given so to better understand the situation when performing a P&A request for avionics. The avionics sales manager s purchasing number is 333-33-3331 if a direct P&A needs to be sent. - Returns on Avionics Units - Please follow the Aircraft Spruce and Specialty returns policy regarding avionics for all returns. All avionics returns (such as handheld GPS/radios and panel mount avionics) must be reviewed by phone or email before unit is returned or RTS and if requested by avionics sales manager, route the avionics unit the manager for inspection before customer credit is given. - Policies on Avionics Out of Box Failures - All avionics units not performing their intended functions upon its first use could be an out of box failure (OBF). All out of box failures must be confirmed by the avionics sales manager. If not available, see Don Arrington for approval. Before an RMA for an OBF is given, a customer service ticket must be filled out as to what the defective issue was on the avionics unit. This must be done so we can give our vender reasons for the OBF. 8