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1 NAPA TRAINING PROGRAMS FOR: Employees Otside Sales Store Managers Store Owners See NEW ecatalog Inside O V E R V I E W 2010_StoreTrainingBrochre_SinglePg.indd 1 5/25/10 12:39:32 PM

2 Welcome 2010 Store Training Brochre Overview Welcome to NAPA Training! Thank yo for yor interest in or store employee and management training programs. The NAPA name means qality parts and services. It also means top qality training programs to help yo bild a more sccessfl bsiness. This catalog contains the best selection of what NAPA Training and other providers have to offer. Many, many people contribte to the sccess of or training programs: NAPA Training NAPA Atotech NAPA Sppliers and Manfactrers The Waterhose Grop R.L. O Connor & Associates Atomotive Training Institte (ATI) Everyone has their preference abot how they like to learn skills and gain new knowledge. We ensre that corses are offered different ways so each person can maximize their learning. Hands-on classes, seminars, and clinics Live instrctor-led webinars Web-based corses NAPA Training Satisfaction Policy Yor satisfaction with NAPA s training materials and programs is or goal. If for any reason yo are not 100% satisfied, please let s know. We offer a money back garantee on all materials and sessions. NEW NAPA Store Training ecatalog Enclosed please find the New 2010 NAPA Store Training ecatalog. Incldes all information normally fond in the printed catalog. View corse descriptions. Link to websites. Lanch docments and forms. It s easy! Jst insert the CD and the ecatalog will lanch. If yo have any qestions abot sing the CD, please contact: NAPA Training Service Center P: E: _StoreTrainingBrochre_SinglePg.indd 2-3 DVDs, CDs, Video tapes Manals On-the-job training Ble/Core elearning Package Gold elearning Package The elearning sbscription delivers the most convenient NAPA store employee training available. The Gold package incldes the Ble/Core elearning corses pls: Cstomer Care Associate: Merchandising Optimized Delivery Management SalesPRO Essentials 1, 2 and 3 SalesPRO Selling Skills 1 throgh 4 (Coming in 2010) 9 Self Development corses 8 Leadership Development corses Store Operations Manal - online reference 18 FastStart and FastTrack LAPs Driver Safety: NAPA Safe Driving Practices Cstomer Service Excellence: Service and Selling Skills corses FastTrack and Prodct Assessments 24 ASE test preparation corses Over 100 NAPA Atotech online corses TAMS and TAMS II training inclding PartsPRO II - over 140 TAMS II tasks at yor fingertips Microsoft Office corses inclding Word, Excel, PowerPoint and Access And more with new offerings coming throghot 2010! Learn More... and Enroll Today!! Visit NAPAtraining.com or call the NAPA Training Service Center at Tracks Training Progress Employee training records and certifications are stored in an easily accessible database Each employee can track their individal corse progress NAPA Store owners and managers have access to view the records of all employees Managers can make corse assignments Featres Benefits Saves time and money Employees conveniently train with less interrption from work Accessible from any Internet connection 24/7 Immediately train employees Conveniently billed throgh yor DC Increase employee sales prodctivity Increase cstomer loyalty with excellent cstomer service skills Improve yor store image with more knowledge and professionalism Bild the high-performing team yo deserve! 3 5/25/10 12:39:41 PM

3 Store Owner / Managers The crriclm for independently-owned Store Owners and Managers offers a mixtre of instrctor-led classes, self-paced corses, online Web-based resorces, and webinars where yo can learn from a distance right in yor own store. Fine tne store management NAPA Store Management School Advanced training on topics sch as Financial and Inventory Management and Strategic Sales Planning Management Essentials Add management essentials Classes and webinars in Sales, Inventory, and Financial growth based on yor needs Bild a fondation with fndamentals Store Manager Boot Camp Focs and Mission Introdced in 1997, The NAPA Store Management School provides formal training focsed on excellence in store management and store operations. The NAPA Store Management School corse content will give yo insight into the latest in store management best practices as well as skills and techniqes for making yor NAPA Store the best it can be. Yo will not only learn everything yo need to know abot rnning a sccessfl NAPA store, yo will also hear in-depth analysis of larger bsiness isses that will help in managing yor sccess. New Store Owners / Managers Two 3-day workshops Available Corses / Resorces Inclde: ICONS Training Featres Instrctor Led Webinar elearning Self Stdy Pblications Store Manager Boot Camp Maximizing Profits This workshop is designed for new store managers of independentlyowned stores. Experienced managers whose stores are nderperforming cold also benefit from this workshop. It consists of two three-day workshops spaced abot a month apart. This workshop provides yo with real world ways to increase the profitability of yor store. Cstom Pricing Webinar Designed to help yo formlate yor own effective pricing strategy for yor NAPA AUTO PARTS store and cstomers. Growing Yor Wholesale Bsiness Do yo have a strategy and a detailed plan for growing this bsiness and owning yor market? Is yor crrent strategy working for yo? If yo answered no to either of these qestions, Growing Yor Wholesale Bsiness is the workshop for yo. Gidelines to Inventory Management This workshop covers the essential, fndamental inventory management concepts, practices and TAMS reports that every new store manager or owner shold know. Managing Store Employees A sccessfl store needs to be staffed with employees who can get the job done, keep payroll costs nder control, emphasize service and accontability, work as a team and create a positive work place. This corse can help make this happen! Optimized Delivery Management Optimized Delivery Management is a systematic process that ses a step-by-step approach to improving delivery services for NAPA AUTO PARTS stores across the nation. Stock Loss Acconting Webinar This webinar will teach yo to protect and accont for yor store s stock loss withot having to take time away from the store! Yo will learn everything from balancing TAMS and sing the General Ledger, to avoiding theft in yor store. Store Operations Manal Online This web-based online tool offers written gidelines and procedres for the key areas of store operations, inventory management, loss prevention, deliveries, handling cash, credit management, hman resorces management and policy templates, NAPA s marketing programs, and cstomer service policies. Using Yor TAMS System The TAMS system contains many featres and capabilities of TAMS II and Legacy that enable owners and managers to rn a store more effectively and profitably. The more one knows and nderstands the system, how to set flags, options, etc., the more it will provide sefl information for decision making and profit improvement. Corse content is based on inpt from hndreds of NAPA Store Owners and Managers throghot the contry Content is designed to benefit experienced NAPA Store Owners and Managers Incldes: Latest Indstry Trends, Latest Software and Systems Available, Real-Life Crrent Owner and Manager Experiences Provides a form for networking and learning from other NAPA Store Owners and Managers Developed with significant inpt from Vic Arnold, a very sccessfl mlti-store owner Following is a brief overview of some of the topics that are crrently covered at The NAPA Store Management School. Financial Management We all know how important financial management is to the sccess of any bsiness. The NAPA Store Management School provides the latest store financial management training, based on inpt from hndreds of NAPA store owners and managers arond the contry. Inventory Management Having the right parts in yor store at the right time is essential to the sccess of any retail store. The NAPA Store Management School has developed classroom training that will teach yo the latest techniqes, practices and available systems for managing yor NAPA store inventory. Strategic Sales Planning In today s competitive market, it has become more and more essential to have a solid Sales Plan for yor bsiness. Things like market analysis, and identifying target acconts, are all part of managing a sccessfl NAPA store. The NAPA Store Management School has developed extensive corse content on the proper research and planning needed to make yor store(s) a sccess _StoreTrainingBrochre_SinglePg.indd /25/10 12:39:50 PM

4 Conter Sales Training Conter Sales I 2010 Store Training Brochre Conter Sales II NAPA Training offers mltiple training corses for a Conter Sales- By taking the following recommended corses, yor more person. By taking the following recommended corses, yor Con- experienced Conter Salespeople will be ready qicker to ter Sales people will be ready sooner to do their jobs sccessflly. do their job and will have opportnities to contine to learn and develop their career at NAPA. Conter Salesperson Prodct Needs Assessment The Conter Salesperson Prodct Needs Assessment helps identify the present knowledge gaps of a conter salesperson. These are linked to specific training resorces that can be sed in developing the knowledge of the employee. FastTrack Conter Salesperson II LAPs1-4 Conter Salesperson Workshop Cstomer Service Excellence This workshop, targeted to new conter salespeople, provides valable techniqes to help them become more sccessfl in their new job role. FastStart Orientation LAP Conter Salesperson FastStart LAP FastStart orientation for conter salespeople is designed to help an employee that is either new to the NAPA system, or transitioning to the conter, become comfortable in their new environment and become prodctive more qickly. FastStart Orientation DVD An accompanying video gides yo throgh NAPA s history of the atomotive parts indstry and incldes a glimpse of what the new employee may expect on the job. FastTrack for the Conter Salesperson II contains for LAPs. LAPs 3 and 4 are elective elearning corses specific to atomotive systems Modle 1 Service Skills Modle 2 Selling Skills Cstomer Care Associate (CCA) Workshop This corse jmp starts the development of an employee to become a Cstomer Care Associate (CCA). The CCA needs to know the activities reqired to maintain and improve a retail program. FastTrack Parts Professional LAPs 1-4 Parts Professional LAP 1 Brake Systems In the United States alone, EACH DAY there will be over 30,000 traffic accidents involving over 50,000 people! Several people will die and many will be seriosly injred (sorce: Smith System). This training will help yor drivers from being part of these daily tragedies. Online NAPA Driver Safety Series Benefits Helps NAPA employees be safer drivers Redces potential catastrophic accident claims Makes content more engaging Content available 24/7 Possibly redces bsiness and personal ato insrance premims Online Corse 1: The Smith System The Smith System is reslts-oriented driver safety training and edcation that increases safety and redces the chance of potentially devastating liability claims. It is being sed to train drivers at over half of today s Fortne 500 companies. This corse provides driver safety training that delivers proven reslts in redcing collisions and saving lives. Online Corse 2: NAPA Safe Driving Practices FastTrack Delivery Driver The fondation of Delivery Driver training is FastTrack LAPs. By taking the following recommended corses and delivery methods, yor Delivery Drivers will be ready qicker to do their job. Parts Specialist There are two FastTrack programs for specialists. The Heating and Cooling Specialist has three LAPs and the Paint, Body & Eqipment Specialist has for LAPs. FastTrack Heating and Cooling Specialist LAPs 1-3 FastTrack PB&E Specialist FastTrack LAPs 1-4 Parts Professional LAP 2 Belts, Chains & Hoses Keep Yor Drivers Safe and Accident Free Distracted driving, aggressive driving, and strategies for driving in adverse weather and road conditions are jst a few of the covered topics. FastTrack for the Conter Salesperson I contains for LAPs. All Cashiers and Conter Sales Trainees take the same LAPs. Training for the Parts Professional incldes for FastTrack LAPs. Parts Professionals shold be ASE Parts Specialist certified. Online Driver Safety Series - This corse is designed specifically for NAPA Drivers. It deals with real life sitations that NAPA drivers will face on a daily basis while on the road. FastTrack Conter Salesperson I LAPs 1-4 Parts Professional Delivery Drivers Parts Professional LAP 3 Steering, Sspension, and TPMS Systems Parts Professional LAP 4 Starting & Charging Systems and Service Awareness FastStart Orientation Delivery Driver FastTrack LAPs Delivery Driver FastStart Orientation LAP This Orientation LAP was designed to provide important information for getting new drivers acclimated to their new environment, and making them as prodctive as possible in a shorter period of time. FastStart Orientation - DVD Series There are three video segments available that spport the FastStart Orientation Program: Welcome to NAPA Introdction to FastStart and FastTrack Delivering NAPA Service In addition to the orientation and safety programs, there are for additional LAPs in the Delivery Driver crriclm. These programs cover essential information that will enable the driver to be more prodctive, while addressing important safety isses. Delivery Driver LAPs 1-4 FastTrack Bndle Delivery Driver This package contains the key programs for a new Delivery Driver bndled together for one low price. FastStart Orientation LAP Booklet for Delivery Drivers FastTrack LAP 1 Booklet for Delivery Drivers _StoreTrainingBrochre_SinglePg.indd /25/10 12:39:55 PM

5 Newsletters for Ongoing Learning Otside Sales NAPA Training now offers a wide range of Otside Sales training, in a variety of formats that can be groped together to best fit yor training needs. Otside Sales Training Corses Inclde: Otside Sales Digest SalesPRO Essentials SalesPRO Selling Skills Pit Stop Each Pit Stop Isse focses on technical/systems knowledge, NAPA prodct knowledge, selling tips, and related prodcts. A mini-qiz is inclded for review. Choose between an online PDF option and paper. With the online PDF option, yo receive access to all isses of the newsletter on NAPAtraining.com. When choosing the paper (which also incldes the online PDF), Pit Stop is distribted throgh the DC each month. It featres 10 employee newsletters and one manager s gide, which are shrink-wrapped together. UPDATED SalesMASTER Negotiating Skills Sales Motivation Adio Series Selling By the Nmbers Tech s Edge The Waterhose Grop Tech s Edge is a technical newsletter for yo to distribte to yor technician cstomers. It covers diagnostics and system components from the repair technician s point of view. Choose between an online PDF option and paper. With the online PDF option, yo receive access to all isses of the newsletter on NAPAtraining.com. When choosing the paper (which also incldes the online PDF), yo receive 50 copies per monthly sbscription. SalesPRO Corse Descriptions SalesPRO Essentials - elearning/self Stdy SalesPRO Selling Skills - elearning This comprehensive self-stdy program lets the NAPA store otside salesperson start training right away bilding the fondation by learning sccessfl selling practices and techniqes. These modles are based on content contained in the SalesPRO Selling Skills workshop. They reinforce class learning points or serve as stand-along training. SalesPRO Essentials - Workshop Sharpen yor sales skills along side some of the best salespeople in the atomotive parts aftermarket. Skill practice, grop exercises, and sharing of ideas help fine tne yor consltative selling and negotiating skills in this highly interactive, fn, and rewarding workshop. The workshop version of this corse helps new salespeople learn selling skills and techniqes while sharing ideas and concerns with other new otside salespeople. SalesPRO Selling Skills - Workshop SalesMASTER Negotiating Skills - Workshop This interactive workshop introdces yo to proven selling skills and techniqes niqely covering both the sales process and the cstomer prchasing process. Otside Sales Digest Online PDF only starting in 2010 The Otside Sales Digest monthly newsletter contains manfactrers promotions, prodct advantages, articles abot the art of selling, sccess stories from the field, and mch more. This highly informative and entertaining sales tool contains: Fascinating sales sccess stories from stores arond the contry Latest prodct innovations and programs from manfactrers Usefl selling tips from top NAPA salespeople Inside information from NAPA Headqarters _StoreTrainingBrochre_SinglePg.indd /25/10 12:40:09 PM

6 NAPA Training Website 2010 Store Training Brochre NAPA Training 50% Co-op Program The Co-op Program redces the cost of training for store owners, managers, and employees. Setting Up a User ID Accont Call the NAPA Training Service Center at to establish an accont. Once the store and yor ser ID are created, yo have fll control over adding employee information for tracking. Accessing the Website 1. Once an accont is set p, se an Internet browser and enter to access the NAPA Training site. 2. Select Login to enter yor ser name and password. 3. From there explore many links to training corses, records, and more. Yor one-stop training sorce on the Internet is The website is available 24/7 and is the most cost effective way to train yor employees. Corses are freqently being added to the site. Use the website to do the following: Learn abot new offerings and check availability of classes Register yorself and employees for classes Order self-stdy materials Receive s or faxes to yor store(s) to make yo aware of pcoming training events, new workshops, new on-line corses and webinars. Managers can maintain employee training history records Take online elearning corses any time, anywhere Three Ways to Learn! NAPA Training offers three different ways to prchase online training so that yo can choose the training that best fits yor specific needs. Free elearning Corses Corses are available to all NAPA stores and inclde 140 TAMS II corses, PartsPRO SE videos, Cstomer Care Associate for Managers, Hman Resorces Forms and Templates, and a Sample corse. Who is eligible to se the 50% Co-op Program? What corses qalify for the 50% Co-op Program? What corses do not qalify for the 50% Co-op Program? How do I apply for my 50% Co-op? When do I receive my reimbrsement? Stores participating in the NAPA National Advertising program are eligible to apply for 50 percent Co-op on all qalified NAPA training programs. Qalified training programs are available throgh TAMS nder line code TRN along with crrent pricing. The co-op procedres and appropriate claim form (Line Abbr: TRN, Part#: TCF11) are available on the website. NAPA Headqarters training materials are available nder the TRN line abbreviation and 405-line code in the TAMS and DC compter systems for ease of ordering. The D.C. s are encoraged to stock the appropriate inventory of training materials to better serve NAPA stores and redce shipping and handling charges. TWG/Vin Waterhose programs for shop owners and technicians, R.L. O Connor & Associates Programs, Manfactrers schools, clinics and media, NAPA Atotech, NSMS: New Store Owner School, Preparation materials for technicians, Tech s Edge newsletter, ASE English/Spanish Glossary. Obtain a claim form (Part # TCF11) from yor DC or online nder the Programs and Forms and Flyers men. Attach the DC invoice and/or the TAMS stock receipt/goldenrod to serve as proof of prchase. Send to: NAPA Training Co-op Center c/o ITA Grop 4800 Westown Pkwy., Site 300 West Des Moines, IA, Reimbrsements are made as a credit issed to the NAPA store via the DC s monthly statement. Ct-off date for processing claims is the 15th of each month. DEADLINE: 2009 Claims de to NAPA HQ: 3/15/10 DEADLINE: 2010 Claims de to NAPA HQ: 3/15/11 More Qestions? Contact the NAPA Training Co-op Administrators at or NAPA Five Star Training Reqirements Searching for Training Classes After logging in to the website, access View Classroom/Webinar Schedle to locate a class in yor area. Search by class name, instrctor, or state. Prchasing Training Prior to prchasing training corses on the website, an accont mst be set p. Once yo have an accont, owners and managers can order training and any charges will appear on yor DC statement. Technical Spport If yo experience technical problems or have qestions, call the NAPA Training Service Center at Yo can also send an to Ble Package This offering is the crrent elearning sbscription with over 270 corses inclding FastTrack LAPs, NAPA Atotech technical, Safe Driving Practices, ASE test preparation, MS Office, Cstomer Service Excellence, and Assessments. Gold Package - All-Inclsive Package The Gold Package is the Ble package pls all other elearning corses totaling over 300 inclding Cstomer Care Associate Merchandising, Store Operations Manal, Optimized Delivery Management, SalesPRO Essentials and Selling Skills Series, Leadership and Spervision Series, and Self Development corses. Right people taking the right training at the right time leads to sccess! Training that fits yor bsy schedle and tight bdget NAPA has the training yo want! In 2010, what are the reqirements of the Five Star Edcation component? The Five Star program contines to have an Edcation component where yo can earn 10 points of the 100. There are two elements: 24 Hors of NAPA Training corses per store (5 points) Minimm of 2 ASE Part Specialists with a P1, P2, P3, P4 or P9 certification (5 points) A mltiple-store grop needs to average 24 hors of training per store. How do I receive credit for taking training? The NAPA Training Service Center tracks the completion of corses. elearning corse completions are atomatically recorded once the final test is passed (if a corse has a final test). Classroom attendance is recorded throgh rosters provided by NAPA Training instrctors. If yo take a self-stdy corses that has a final test, send in the completed test and a Training Activity Form to officially record the corse completion. How do I earn the 24 hors? Take one or more qalified NAPA Training corses that total to 24 hors. Choose from FastTrack LAPs (paper or online elearning), otside sales corses, and management training. More than one person in a store can take training to make p the 24 hors. Following are store scenarios where 24 hors of training is taken: Scenario 1 One Person Earning Training Hors A new Conter Salesperson takes FastTrack LAPs 1, 2, and 3 that are 8 hors each = 24 hors Scenario 2 Mltiple People Earning Training Hors Conter Salesperson takes FastTrack Conter Sales II LAPs 1 and 2 that are 6 hors each = 12 hors Otside Salesperson attends SalesPRO Essentials = 8 hors Store s Retail Specialist attends CCA class = 8 hors Totals to 28 hors Where do I find the specific corses that qalify for Five Star credit? A detailed list of corses is on the and websites _StoreTrainingBrochre_SinglePg.indd /25/10 12:40:13 PM

7 TRN STC10 Knowledge Drives High Performance! elearning Saves time and money Employees train with fewer interrptions from work Accessible from any Internet connection 24/7 Assessments and Completion Tracking ASE test preparation online corses Webinars Saves on travel time and money Instrctor-led corses delivered online Convenient single- and mlti-session schedles Accessible from any Internet connection Self Stdy In-depth technical corse content Detailed qestions and answers Self-paced learning format ASE test preparation manals Pblications Tech s Edge - monthly technical newsletter Pit Stop - monthly newsletter for conter sales Commnications of the latest indstry developments Instrctor Led Corses Instrctors have store experience and se real-life examples Mobile -we can come to yo! Performance-based, hands-on training NAPA Training now offers yo a hge variety of convenient, cost-effective ways to train yor employees. Jst look inside this catalog or visit to learn more abot all the corses and training materials that are available for It will be the best learning decision yo ve ever made! For more information, please contact the NAPA Training Service Center at Visit s at 2010_StoreTrainingBrochre_SinglePg.indd 12 5/25/10 12:40:20 PM

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