2013 Technician Training Course Descriptions



Similar documents
DIAGNOSING FORD MISFIRES

Emissions Readiness Monitor Strategies

System Diagnosis. Proper vehicle diagnosis requires a plan before you start

Oregon Fuel Injection

ON-Board Diagnostic Trouble Codes

Fault codes DM1. Industrial engines DC09, DC13, DC16. Marine engines DI09, DI13, DI16 INSTALLATION MANUAL. 03:10 Issue 5.0 en-gb 1

APPENDIX D PUBLIC AWARENESS INFORMATION

DTC Database (OBD-II Trouble Codes)

E - THEORY/OPERATION

Saint Paul Public Schools Secondary Course Syllabus. Course Title: Automotive Technology 3 Course Length: Quarter/Semester/Trimester

Lotus Service Notes Section EMR

Scan Tool Test Procedures Steve Zack - SPX. Scan Tool Test Procedures

Austin High School Automotive Service Technology Engine Repair 9 th grade Course Syllabus

ENGINE DIAGNOSTICS & CONTROL

Important: Always perform the Diagnostic System Check - Vehicle prior to using this diagnostic procedure. P0106, P0107 P0107

Powertrain DTC (P000-P0999) for EOBD Vehicles (Directive 98/69/EC of the European Parliament)

Technical Service Information

BLUES CURING THE FUEL INJECTOR. In 1992, General Motors. BY JEFF MASTERMAN Armed with a pressure gauge, a good

Module 21 Fuel Injectors - Dual Point Injection (DPI)

ENTRY-LEVEL AUTOMOTIVE TECHNICIAN

Harrison R&D Houston, TX. OBDScan Manual Version March 22, 2005

SAN DIEGO COMMUNITY COLLEGE DISTRICT MIRAMAR COLLEGE ASSOCIATE DEGREE COURSE OUTLINE

DTC Summaries. V8 AJ26 Engine Management Refer to page 2 for important information regarding the use of this Summary.

Questions and Answers

Lotus Service Notes Section EMP

Introduction to Electronic Signals

NISSAN FIGARO FAULT CODES AND DIAGNOSTICS

1. SAFETY PRECAUTIONS AND WARNINGS

Module 6 Engine Control Module (ECM)

Volvo Vehicle Communications Software Manual

Note: This information obtained from internet sources and not verified- use at your own risk!!!!

SAS light Check Engine Malfunction Indicator Lamp

Wynn s Extended Care

Jing Sun Department of Naval Architecture and Marine Engineering University of Michigan Ann Arbor, MI USA

Emission Control Systems Warranties

Typical ECM/PCM Inputs

Diagnostic Trouble Code (DTC) Charts and Descriptions

Global OBD Vehicle Communication Software Manual

ABOUT THE DIAGNOSTIC TOOL

The On-Board Refueling Vapor Recovery (ORVR) Evaporative Emission (EVAP) system.

Wallingford Public Schools - HIGH SCHOOL COURSE OUTLINE. Course Title: Automotive Systems Diagnostics Course Number: 7423

PREPARATION FOR TESTING

Chapter 19 - Common Rail High Pressure Fuel Injection Systems

Powertrain DTC Summaries EOBD

Categories Course # Course title Heavy Duty courses

Service Information Trucks

COMMON RAIL SYSTEM (CRS) SERVICE MANUAL: Operation

Electronically Controlled Clutchless or Variable Drive Compressors

Electronic Power Control

Electronic Diesel Control EDC 16

Signature and ISX CM870 Electronics

Table of Contents. 1.what is OBD2. 2. Product Information. 1. Safety Precautions and Warnings 1. obd2 was developed by the Califrnia Air Resources

COVERING MILLIONS Preferred Protection Plan, a Service Group Company PO Box 26830, Austin, TX

EL DORADO UNION HIGH SCHOOL DISTRICT Educational Services ADVANCED AUTOMOTIVE TECHNOLOGY (541) Trades & Industrial Education

ENGINE CONTROL SYSTEM

This Feature reprinted from the December 1999 issue of Import Service magazine.

ECM Diagnosis. Section 11. Learning Objectives:

This bulletin is intended to aid technicians in the correct procedure of performing diagnostics on a Power Stroke 6.0L.

FAULT CODE READER OBD11 FOR PETROL ENGINES PART NO

ENGINE 1ZZ-FE AND 2ZZ-GE ENGINES

LPEFI Liquid Propane Electronic Fuel Injection General Diagnostic Manual

Turbocharger system components, servicing

AUTOMATIC TRANSMISSION IN-CAR DIAGNOSTICS

Signature and ISX CM870 Fuel System

This is us. Passionate about Apprenticeships.

Better. Where It Counts. Cummins 2013 ISB6.7 For Truck Applications.

Heavy Duty Equipment Mechanic (Class Code 3743) Task List. Inspection and Diagnosis

6-years/75,000 miles Comprehensive coverage Subsequent Owner Warranty $100 Deductible

VOLKSWAGEN POWERTRAIN CONTROL SYSTEMS DIAGNOSTICS ONE

EveryTM. Coverage. North American Truck Coverages For 2013 ISL9 And ISB6.7 Engines.

Evaporative emissions system

WARRANTY. Overview. Important Information You Should Know

6.7L Diesel Fuel System Contamination Diagnosis and Service Procedure Job Aid (Revised March, 2012)

AUTOMOTIVE TECHNOLOGY (ATECH)

Honda's Dual-Mode Charging System

Unit LT01 Carry Out Routine Lift Truck Maintenance

Ford Motor Company Group Diagnostic Trouble Codes

Automotive Technology

DTC P0125 Insufficient Coolant Temperature for Closed Loop Fuel Control

Smog Check OBD Reference Guide

OPTIMIZING FLEET MAINTENANCE WITH WIRELESS VEHICLE MANAGEMENT

Section 7. Evaporator thermistor. Under-and-over pressure safety switches. Connections to the ECU

ENGINE CONTROLS AND FUEL SYSTEMS

REMOVAL AND INSTALLATION

VOLVO TRUCKS ACADEMY. Courses for Service Technicians and Drivers

Apprenticeship Training Standard. Automotive Service Technician. Trade Code: 310S

Technician High Pressure Pump Guide for the 7.3 Power Stroke Engine

Describe the procedure used to check for spark. Discuss what to inspect and look for during a visual inspection of the ignition system.

Diagnosing Hydraulic Problems

OBD II Diagnostic Trouble Codes. Table Of Contents

Porsche Approved Certified Pre-Owned. Limited Warranty

DTC P0401, DTC P1491,

Diagnostic Fault Codes For Cummins Engines

LAND ROVER FUEL INJECTION SYSTEMS

TEST INFORMATION ADVANCED ENGINE PERFORMANCE SPECIALIST TEST (L1)

Vehicle Engine Management Systems

Skills Standards MEDIUM/HEAVY DUTY TRUCK: DIESEL ENGINE REPAIR TECHNICIAN OD32151 ALIGNED WITH ASE/NATEF

OPTIMIZING FLEET MAINTENANCE WITH WIRELESS VEHICLE MANAGEMENT

Robison On Rovers Carbon Fouling A New Kind of Valve Job

Transcription:

2013 Technician Training Course Descriptions

Training by: Courses Offered SKU Price** Advance Auto Enhanced Diagnostics for Hybrid Gas/Electric Systems Servicing Hybrid Vehicles 10319013 $85 Airtex Fuel Pumps & Fuel Delivery Systems 10319008 $85 Airtex Fuel Pumps & Fuel Delivery Systems Spanish 10319017 $85 BWD (1 Night Courses) BWD (2 Night Courses) Denso (1 Night Courses) Chrysler, Ford, & GM Ignition Diagnosis* Electrical Fault Diagnosis* Enhanced Drivability Diagnostics Eliminating DTCs NEW Enhanced Drivability Diagnostics No Code Diagnostics NEW Engine Control System Diagnostics* Import Ignition Systems Diagnosis* Chrysler, Ford, & GM Ignition Diagnosis* Import & Domestic Ignition Systems Diagnosis A/C Service Essentials* Ford Air Management & Emissions Systems NEW Ford Fuel & Ignition Systems NEW Ford Powerstroke Diesel (6.0L) NEW Ford Powerstroke Diesel (6.4L & 6.7L) NEW Honda and Acura Air Induction & Emissions Systems Honda and Acura Ignition and Fuel Systems Hyundai & Kia Air Management & Emissions Systems NEW Hyundai & Kia Fuel & Ignition Systems NEW Intermittent Drivability Diagnostics* Intermittent Electrical and Drivability Diagnostics* Toyota, Lexus & Scion Air Induction & Emissions Systems Toyota, Lexus & Scion Ignition & Fuel Systems 10319011 $85 10319010 $160 10319016 $109 *Available in Spanish ** Save by purchasing single and multi-tech season passes

Training by: Courses Offered SKU Price** Denso (2 Night Courses) Federal Mogul A/C Service Essentials* Advance Scan Tool Diagnostics Advanced Lab Scope NEW Ford Engine Performance (through 2012) NEW Ford Powerstroke Diesel Engine Performance (6.0L, 6.4L & 6.7L) NEW Honda and Acura Engine Performance Hyundai & Kia Engine Performance NEW Intermittent Electrical & Drivability Diagnostics* Toyota, Lexus & Scion Engine Performance Advanced Technology of Automobile Brake Systems Fuel Trim and Misfire Diagnostics NEW Ignition System Diagnostics NEW Moog Chassis Training - Tips and Techniques 10319007 $189 10319022 $85 Delphi Advanced Fuel Systems Including Gasoline Direct Injection (GDI) NEW Air Conditioning Systems Controller Area Networks (CAN) & Multiplexing Diagnosing and Repairing Catalyst and O2 Monitor Failures NEW Diagnosing and Repairing Evaporative Monitor Failures Diagnosing and Repairing Misfire Monitor Failures Direct and Common-Rail Systems Awareness and Overview (Diesel) Engine Management Systems NEW Mode $06 Data and Drive Cycle Diagnostics 10319020 $109 Advance Auto Customer Service Class 10319019 $50 *Available in Spanish ** Save by purchasing single and multi-tech season passes

Servicing Hybrid/Electric Vehicles Hybrid/Electric systems and how they work Tools and equipment General service and maintenance HV shutdown procedures Insulation and HV circuit testing/ R & R HV battery pack service and repair *This is an Advance Auto Parts Class

Enhanced Diagnostics for Hybrid Gas/Electric Systems What Hybrid service is needed so far (pattern failures) Diagnosing the Hybrid Gas/Electric Drivetrain Low voltage circuit and component testing & service procedures High voltage circuit and component testing & service procedures Latest High Voltage Battery Pack charging & repair procedures Latest AAP and Hybrid service tips & techniques to help break rate *This is an Advance Auto Parts Class

*This is an Airtex Class, brought to you by Advance Auto Parts Fuel Pumps and Fuel Delivery Systems IMPROVE DIAGNOSIS AND ELIMINATE REPEAT FAILURES *Available in English or Spanish New and Old Fuel Delivery Tests: Voltage drop tests that reveal pump circuit problems that traditional voltage tests can t see. Electrical pump circuit stress testing and wiring repairs that improve diagnosis, shop efficiency and customer satisfaction. New testing issues for duty cycled and pulse width modulated fuel pumps. Current ramping that easily and accurately identifies intermittent fuel pump faults and can even identify fuel pump faults before the first symptoms occur. Fuel pressure and volume tests and common misconceptions. Fuel Pump Service Procedures: Fuel pump failure patterns Special concerns for returnless fuel systems. Using PCM fuel trim records as an indication of fuel delivery problems Identifying sources of contamination that can cause repeat failures New Top Tier fuel, low sulfur fuel, ethanol and other changes that you and your customers need to understand Abrasives, how they get in the fuel system, where they end up and what to do about them A quick look at the new generation of gasoline direct injection (GDI) and how it will affect the automotive service industry Flushing, cleaning and replacing fuel tanks, fuel lines and fuel hoses. Destructive fuel cavitation and vapor lock 21

Chrysler, Ford, & GM Diagnosis (1 or 2 Nights) *Available in English or Spanish Do you want to diagnose ignition problems quickly and efficiently? This class will prepare you to handle ignition related DTCs and symptoms on these popular vehicles. This class is loaded with tips and pattern failure information you can put to use right away. These manufacturers have used a variety of ignition system designs and each one requires a specific approach to diagnosis. We will break down the systems and demonstrate diagnostic techniques guaranteed to save time and increase your efficiency. Each technique will be performed on vehicles which were successfully diagnosed and repaired in the shop. Page 7 12/20/20 12 *This is a BWD Class, brought to you by Advance Auto Parts

Electronic Fault Diagnosis (1 Night) *Available in English or Spanish Every technician can recall a time in their career when they tested a component multiple ways, tested the wiring, and spent too much time on flow charts only to run into a dead end. They found themselves saying There s got to be a better way. There probably is, and more than likely the technician has not been too far from it all along. This one night class will incorporate the operating characteristics of electrical components, a working knowledge of electrical circuits, and readily available tools to provide the technician with an accurate and efficient process with which they can diagnose vehicle electrics. The purpose of this class is to improve your electrical diagnostic skills. We will trace circuits and locate critical test points in wiring schematics from a variety of vehicle manufacturers. Tools ranging from a common test light up to and including a lab scope are utilized. We will highlight each tools effectiveness to improve your ability to diagnose electrical problems. Diagnostics will be demonstrated using case studies of real vehicle failures. Come join us at this class and you will be better prepared to diagnose any electrical system on the automobile. Included Information: Effective electrical test procedures that can be applied tomorrow The benefits of various tools and techniques Operating characteristics of various electrical components More valuable tests which provide greater diagnostic information Methods to analyze a complex wiring system and find the root cause of a problem Page 8 12/20/2012 *This is a BWD Class, brought to you by Advance Auto Parts

Engine Control Systems Diagnostics (1 Night) *Available in English or Spanish Move past OE diagnostics! Cut to the chase and learn the fastest, most direct route to your diagnostic solution with the least investment of diagnostic time. Real vehicle case studies with a variety of DTCs and symptoms caused by fuel delivery, ignition, sensors, electrical, and engine mechanical faults will be demonstrated. This class is designed to help the drivability technician develop an efficient strategy involving the tools that are available to them. The case studies will demonstrate problem solving through understanding system operation and strategy, schematic interpretation, waveform analysis, and scan data interpretation. Frame the diagnostic problem before digging in too deep. Ensure the fastest and most direct route to the correct solution with the least investment of diagnostic time. Develop an efficient strategy using the tools that are available. See the latest in information resources and diagnostic tools *This is a BWD Class, brought to you by Advance Auto Parts

Enhanced Drivability Diagnostics - No Code Diagnositis (1 Night) *Available in English or Spanish The purpose of this class is to discuss which steps to take when a vehicle runs bad, stalls, won t start, is hard to start, cuts out, or hesitates but there are no codes. Or the codes that set don t make sense or are no help in finding a diagnostic direction. Technicians must understand that some of the situations which occur after vehicles are put into service were never considered by the engineers that designed the on-board diagnostic system. During the class we will use scan data, waveforms, service information, and common sense to determine the cause for a variety of symptoms that the PCM is unable to diagnose. NEW! Page 10 12/20/20 12 *This is a BWD Class, brought to you by Advance Auto Parts

Enhanced Drivability Diagnostics - Eliminating DTCs (1 Night) *Available in English or Spanish This class will demonstrate DTC diagnostic techniques which will use your scan tool to maximum benefit. Many technicians only scratch the surface of their scan tools capabilities. However, a technician needs to know when he reached the limit of the tool s effectiveness. At that point they must switch to direct measurement tools. Using case studies of actual vehicle diagnosis, the scan tool will be pushed to its limits. In addition, DTC diagnostics will be performed using other tools which perform direct measurement of a signal, typically a voltage value or a waveform. In addition to exploring ways to maximize the diagnostic power of the tool, we also want to highlight some of the dangers of relying exclusively on the data that is generated by the tool, since it may be inaccurate in some cases, or otherwise inconclusive. NEW! Page 11 12/20/20 12 *This is a BWD Class, brought to you by Advance Auto Parts

Import Ignition System Diagnosis (1 or 2 Nights) *Available in English or Spanish There are many specific differences between import ignition systems which require the correct tools and approach for diagnostics. Be prepared to identify ignition related faults and to efficiently diagnose them. Don t waste valuable time when faced with an import ignition problem. This class will prepare you with insight on ignition system design and operation. Efficient diagnostics will be demonstrated on actual vehicles which were successfully repaired. The systems include Honda, Nissan, Toyota, and VW/Audi. This class is packed with pattern failures and tips you can use right away. Page 12 12/20/20 12 *This is a BWD Class, brought to you by Advance Auto Parts

A/C Service Essentials (1 or 2 Nights) *Available in English or Spanish 1 DAY CLASS (4 Hours) This seminar features a quick review of the fundamentals of the heat exchange process, stages of A/C operation and components, and then explains the operation of various Automatic A/C systems and the various sensors associated with them. As time permits the class will also discuss several Gauge Diagnostic exercises. A/C Process of Heat Exchange and energy conversion Automatic A/C Sensors & Systems Gauge Diagnostics (if time permits) 2 DAY CLASS (8 Hours) This seminar begins with a review of the fundamentals of the heat exchange process, stages of A/C operation and components, and then explains the operation of various Automatic A/C systems and the various sensors associated with them. The class also discusses Controller Area Networks as related to A/C Systems and works through several Gauge Diagnostic exercises. A/C Process of Heat Exchange and energy conversion Automatic A/C Sensors & Systems Controller Area Networks Gauge Diagnostics. *This is a Denso Class, brought to you by Advance Auto Parts

Advanced Lab Scope (2 Nights) This seminar covers the testing procedures for manufacturer specific systems and components. This new manual & seminar goes deeper into the test equipment instead, so there s more time to discuss emerging tools & techniques in voltage and current testing. One of the greatest features of the manual and seminar is a thorough explanation of voltage, resistance, and current test strengths and weaknesses for each low current (sensor) and high current (actuator). While we show a variety of tests so you have the flexibility, we focus on the one that makes the most sense for each type of circuit. As usual, that s the test that gives you the most information for the least effort. So you ll not only pick up some new testing techniques, but you ll always know the most efficient test to perform first during each diagnosis. Diagnostic time will drop as accuracy increases! New to Lab Scopes? The manual is great for the technician that has a dusty Lab Scope not quite sure how to get started. Lab Scope time and voltage settings, trigger, slope and coupling are all covered, as well as specific circuit connection tools, techniques and rules. Advanced User? Even the most experienced Lab Scope users will benefit from the cool tricks we ve gathered from the field, as well as some we ve developed in-house. We ll show the logic behind some great time-saving combination tests and back that up with examples from actual repairs. NEW! *This is a Denso Class, brought to you by Advance Auto Parts

Advanced Scan Tools Diagnostics (2 Nights) Diagnosis is usually performed after the scan tool has been put away. Why? Because manufacturer s diagnostic flow charts are written for invasive tools like the DVOM, vacuum and pressure gauges, physical inspection, etc. As a result, the most powerful scan tool features are often ignored in favor of much longer, less precise diagnostic paths. Come to this class to learn how to leverage the functionality of today s scan tools. Faster and more accurate tests result in greater customer satisfaction and higher income! This class, includes a 350 page manual full of great examples and strategies, including: Basic scan tool navigation OEM and aftermarket Scan Tool availability Mode $06 diagnostic information PC interfaces recording, graphing, etc. Programming and options for the aftermarket Controller Area Networks (CAN) This class offers some great nuggets for everyone. Whether you are struggling with you scan tools, are wondering what new technology is available, or are an advanced user looking for the next eye-opening tip, this class is for you! *This is a Denso Class, brought to you by Advance Auto Parts

Ford Air Management and Emission Systems (1 Night) While Ford design and build quality has improved, the traditional linear approach to diagnostic isn t working any better. In fact, with the increased complexity and system interaction, it s becoming more important than ever to be able to sort through data quickly to choose the test that gets you the most information with the least effort. That takes training! And this training was developed in the field, working on the same problems you see every day in your shop. Our goal, as always, is to offer training that pays you back in faster, more accurate diagnostics, and happier customers. This 1-night seminar will cover new Air Management & Emissions systems, as well as a fresh look at older systems using information gathered as the vehicles age. Air Management System Coverage Highly controlled turbocharging systems Better MAF sensor testing The best tests ever for finding lower intake leaks Electronic Throttle Control (ETC) system variations Emissions System Coverage Conventional EVAP system tips & tricks EVAP system variations (Purge vs. VMV) Extensive EVAP Monitor explanations & examples Newer Natural Vacuum (passive) EVAP systems Improved EGR root-cause diagnostic tips especially for older DPFE systems Electric Air Pump systems Catalytic Converter diagnostics New oil and pin-controlled Variable Camshaft Timing (VCT) systems NEW! We ve assembled some really unique diagnostic strategies for these systems, and they ll change the way you test & repair Fords. *This is a Denso Class, brought to you by Advance Auto Parts

Ford Engine Performance - Through 2012 (2 Nights) As previous Ford models have been redesigned or replaced, they ve been releasing some clever but complicated new systems. Ford is aggressively converting their product line to include: Gasoline Direct Injection (GDI) Highly controlled turbocharging systems A new Universal Heated Oxygen Sensor (UHO 2 S) Rear Fuel Trim making fine adjustments using the downstream HO 2 S A number of new VCT systems (single, dual dependent & dual independent) Natural Vacuum (passive) EVAP systems New variations on returnless fuel systems This seminar tackles all of these new systems with extensive diagnostic and operating information. We ve also included expanded coverage and new strategies for these older systems and issues: Better methods for isolating misfiring The best test ever for finding lower intake leaks COP stress testing Triton spark plug repair New Ignition & fuel system PIDs to shorten diagnostics Improved EGR root-cause diagnostic tips NEW! While Ford design and build quality has improved, the traditional linear approach to diagnostic isn t working any better. In fact, with the increased complexity and system interaction, it s becoming more important than ever to be able to sort through data quickly to choose the test that gets you the most information with the least effort. That takes training! And this training was developed in the field, working on the same problems you see every day in your shop. Our goal, as always, is to offer training that pays you back in faster, more accurate diagnostics, and happier customers. *This is a Denso Class, brought to you by Advance Auto Parts

Ford Fuel and Ignition Systems (1 Night) This 1-night seminar will cover new Ford Ignition & Fuel systems, as well as a fresh look at older systems using information gathered as the vehicles age. Ignition System Coverage COP & DIS ignition system construction and numerous test alternatives using Lab Scopes, Scan Tools, etc. Better methods for isolating misfiring Ignition faults that cause misleading symptoms and codes Other symptoms and codes actually caused by ignition systems Tips for quickly isolating position sensor, coil, and misfire faults in ways never mentioned in the flowchart Fuel System Coverage Conventional returning & returnless fuel delivery systems, including known-good values and diagnostic tips for electronic returnless system controls New Gasoline Direct Injection (GDI) systems, including known-good Scan Tool & Lab Scope examples for high pressure control and injection events A new Universal Heated Oxygen Sensor (UHO 2 S) NEW! Rear Fuel Trim We ve thoroughly documented how Ford makes fine adjustments using the downstream HO 2 S, and how failures can cause misleading symptoms, codes & emissions failures *This is a Denso Class, brought to you by Advance Auto Parts

Ford Powerstroke Diesel - 6.0L (1 Night) The Engine Performance Training series helps you choose the best tests that get you the most information with the least effort. These strategies are even more critical on 6.0L Powerstroke engines because they are so time consuming to work on. This seminar contains field-tested diagnostic & repair strategies that actually work, and includes tips and tricks developed in shops across the nation. 6.0L Powerstroke engines are known for 2 things: Trouble codes that DO NOT directly point to the fault Unpredictable interactions between components that make it difficult to even determine which system is the source of the fault That s why we ve documented the many hidden secondary faults and root causes that result in unplanned repairs being necessary before the vehicle can be returned to service. Specific topics covered include: Mechanical issues, including lifters, cylinder heads, & common leaks Low & high pressure oil systems, including shortcuts to quickly differentiate between oil faults, high pressure leaks, injector control issues, and many other causes of the most common complaints: No-starts & hardstarts. The complex relationships between turbo controls & EGR systems The best ways to find restrictions & leaks NEW! And much more This Powerstroke training is real-world, so it will focus diagnosis for experienced 6.0L Powerstroke technicians, but is also indispensable for those who are just considering working on them. Come for some great tips, including some simple homemade tools that help you pinpoint root-causes without a teardown. *This is a Denso Class, brought to you by Advance Auto Parts

Ford Powerstroke Diesel - 6.4L & 6.7L (1 Night) Most available Powerstroke information is simply reprinted and rearranged OEM information mixed with some field research. While helpful, this strategy mostly repeats the linear diagnostic process found in all OEM information. Considering how much time it takes to diagnose and repair 6.4L & 6.7L Powerstroke engines, this traditional linear approach could cost you hundreds in un-billable time. That s why we ve built this manual and training seminar to give you ways to peel in quickly to the actual fault without wasting time or guessing with expensive parts. Like our General Motors Duramax Training Manual, this Powerstroke product has been assembled using actual diagnosis & repair of a wide variety of engine management, emissions, and trouble code faults. We ve included pictures, Scan Tool captures, Lab Scope waveforms and much more from simple tests to full teardowns. Specific topics covered include: Mechanical issues & repair techniques High & low pressure fuel systems Oil & fuel injection control & issues Series/sequential turbocharger service & diagnosis (6.4L) Single sequential (DualBoost) turbocharger systems & controls (6.7) EGR flow & function diagnostics The best ways to find restrictions & leaks Diesel Oxidation Cats & Diesel Particulate Filters Selective Reduction Catalysts (SCR) (6.7L) And much more NEW! Come for some great tips & shortcuts to quickly isolate faults that can take hours more to find using conventional diagnostics. *This is a Denso Class, brought to you by Advance Auto Parts

Ford Powerstroke Diesel Engine Performance 6.0L, 6.4L, 6.7L (2 Nights) Powerstroke engines are known for 2 things: Trouble codes that DO NOT directly point to the fault Unpredictable interactions between components that make it difficult to even determine which system is the source of the fault These 2 factors make Powerstroke diagnostics a real guessing game, but we ve included all the tips and shortcuts you need to avoid the most common misdirection. Additionally, we ve documented the many hidden secondary faults that result in unplanned repairs being necessary before the vehicle can be returned to service. Powerstroke engines have many expensive problems and can take days to repair, but armed with the information in this manual and seminar you can unlock the opportunities presented by this drivetrain. Systems covered include: Mechanical issues, including lifters, cylinder heads, & common leaks Low & high pressure oil systems, including shortcuts to quickly differentiate between oil faults, high pressure leaks, I njector control issues, and many other causes of the most common complaints: No-starts & hard-starts. The complex relationships between turbo controls & EGR systems Dual sequential turbo systems The newest diesel emissions systems, including Diesel Oxidation Catalysts (DOC) and Diesel Particulate Filters (DPF) This Powerstroke training is real-world, so it will focus diagnosis for experienced Powerstroke technicians, but is also indispensible for those who are just considering the Powerstroke as the next revenue stream. NEW! *This is a Denso Class, brought to you by Advance Auto Parts

HEP1- HONDA/ACURA AIR INDUCTION & EMISSIONS SYSTEMS (1 night) This class covers Honda & Acura engine management strategies for overall diagnostics & tool options, with specific text, Lab Scope, and Scan Tool information for Air Induction & Emissions Systems. Air Induction coverage includes: Manifold condition measurement & idle controls Drive by wire throttling system Intake manifold tuning & runner control Emissions system coverage includes: EVAP systems, including bypass valve systems Vacuum & digital EGR systems Catalytic converters Pulse air systems Variable valve timing systems *This is a Denso Class, brought to you by Advance Auto Parts

HEP2- HONDA/ACURA INGNITION & FUEL SYSTEMS (1 night) This class covers Honda & Acura engine management strategies for overall diagnostics & tool options, with specific text, Lab Scope, and Scan Tool information for Ignition & Fuel Systems. Additionally, Electronic Load Detection (ELD) charging systems are addressed. Ignition system coverage includes: Position sensors & issues Distributor, DIS and COP ignition systems Onboard ignition system monitoring Fuel system coverage includes: Returning, returnless & multispeed fuel pump control systems Injectors & control circuits Fuel trim, O2 sensors & air/fuel sensors *This is a Denso Class, brought to you by Advance Auto Parts

Honda & Acura Engine Performance (2 Nights) It used to be that Honda and Acura engine management failures were predictable and were usually resolved through a simple component replacement. Throughout the 1990s the product line has grown, and the vehicles and systems are much more complicated. This is the time to catch up on the latest engine management changes and learn the latest tips and fixes from our talented instructors. Attendees receive an all-new Honda & Acura Engine Performance Training Manual, which includes components and systems unique to Honda and Acura: SCS Diagnostics Drive-By-Wire Systems VTEC and i VTEC Systems & Variable Intake Manifolds Onboard Ignition Voltage Monitoring Multi-Speed Fuel Pumps & Air Bypass Systems Extensive HO2S and A/F Sensor Diagnostics Electronic Load Detection Charging Systems Hybrid Vehicle Service Hundreds of live Scan Tool, Lab Scope, and Graphing Multimeter captures from known good and faulty systems, including voltage and current measurements. This information is not in the factory manual or in your repair information system. SKU # 10071111 *This is a Denso Class, brought to you by Advance Auto Parts

Hyundai & Kia Air Management & Emissions Systems (1 Night) Progressively better styling and a consistently low price have finally gained Hyundai & Kia some serious market share. While the return on the time /money invested in receiving specific Hyundai & Kia training has been questionable in the past, we think it s time to take a deeper look for a few reasons: Hyundai & Kia have some very unique solutions to engine management challenges OE Scan Tools are now very reasonable, and aftermarket tools more capable than ever The Hyundai & Kia OE repair websites are free and accessible to everyone, but the system descriptions are general, and the flowcharts are more linear and time-consuming than most Air Management System Coverage MAP and MAF sensors, and how each is affected by various breathing and sensor faults Traditional idle controls and generations of Electronic Throttle Controls (ETC) Electronic Wastegate Turbochargers with intake side boost-dumping (Ration Control Valve) Variable induction systems coverage, including VIM, VIS, and VCM Emissions System Coverage Conventional EVAP systems and monitors DM-TL EVAP systems with unique heated leak detection pumps learn how they fail Strangely named PIDs that you d never recognize EGR systems Catalytic converter diagnostics using Scan Tool PIDs & functions Continuously Variable Camshaft Timing (CVVT) systems and the issues that cause the most failures NEW! *This is a Denso Class, brought to you by Advance Auto Parts

Hyundai & Kia Engine Performance (2 Nights) Progressively better styling and a consistently low price have finally gained Hyundai & Kia some serious market share. While the return on the time /money invested in receiving specific Hyundai & Kia training has been questionable in the past, we think it s time to take a deeper look for a few reasons: Hyundai & Kia have some very unique solutions to engine management challenges OE Scan Tools are now very reasonable, and aftermarket tools more capable than ever The Hyundai & Kia OE repair websites are free and accessible to everyone, but the system descriptions are very general, and the flowcharts are more linear and time-consuming than most We ve found that even with free access to information, and increasingly better access to Scan Tool data and functions, it s hard to earn a diagnostic dollar on these models. We research how each system really thinks to create short lists of focused tests. So instead of using a flowchart, you get to chart your own flow. In addition to these issues common to the Hyundai & Kia models you currently see, this class and manual offer a comprehensive look at the best diagnostic practices on the latest systems, including Gasoline direct injection (GDI) and Turbocharging. And just like other seminars, our goal is to help you leverage the tools and information you have to get the best test results with the least effort. Hyundai & Kia are here to stay, and this seminar is here to ensure that you can profitably service them. There s profit waiting behind these and many more topics unique to Hyundai & Kia: They actually create voltage drop in some ignition circuits to infer current flow Some EVAP systems use heated leak detection pumps learn how they work and fail Find out how Monitors are disabled by a poorly documented sensor that never sets codes Learn about the strangely named PIDs that you actually know quite well by more common names Hyundai & Kia have long used Air/Fuel sensors, but the signals don t react like you d expect Some mechanical procedures are rigged for failure, but we ll help you avoid the traps Poor maintenance causes many variable camshaft issues, so we have some great tips to quickly find these faults NEW! *This is a Denso Class, brought to you by Advance Auto Parts

Hyundai and Kia Fuel & Ignition Systems (1 Night) Hyundai & Kia models are gaining market share, so you ll be seeing more of them in your shop every year. From early OBD II applications through the latest models, their unique engine management systems create some great diagnosis and repair opportunities, but their systems and trouble codes are poorly documented. The most common objection to obtaining Hyundai & Kia training is that they offer the 100,000 mile powertrain warranties. However, we ve found that just about everything that actually fails isn t covered, and major engine management components are being rejected for warranty after as little as 60,000 miles. Denso has assembled the most concise system and monitoring explanations, and developed the tests that get you the best results with the least effort. With this information you can think your way through diagnostics to beat the flowchart. Ignition System Coverage Comprehensive CMP & CKP sensor relationship examples & tips Acceleration Sensor Monitor enabling issues DIS, COP, and Toyota-like combination ignition systems High side voltage drop ignition sensing Misfire Monitoring terminology & strategies Common maintenance mistakes causing codes/complaints Fuel System Coverage New Gasoline Direct Injection (GDI) systems, including known-good Scan Tool & Lab Scope examples for high pressure control and injection events Hyundai & Kia have long used Air/Fuel sensors, but they don t work like you d expect Fuel Trim & the many confusing terminology/unit variations NEW! Rear Fuel Trim Using the downstream O 2 sensor for fine fuel control We don t build our training from the OE information down we build it from the shop up, so every procedure and tip is about real diagnostic strategies that work in real shops. *This is a Denso Class, brought to you by Advance Auto Parts

IED1 - INTERMITTENT ELECTRICAL & DRIVABILITY DIAGNOSTICS (1 Night) *Available in English or Spanish Many diagnostic situations first call for duplicating the symptom or code, and this can be extremely frustrating. Well, now there s a seminar just for this problem! Faults are usually present and measurable even if the symptoms or codes are intermittent, so we ve developed a repeatable strategy for flushing out these elusive faults. Additionally, we have assembled the best tools and tests for isolating faults and validating repairs, including: Customer & technician worksheets Best practices for voltage measuring tools Largely unused DVOM features & functions Homemade tools for circuit isolation, fault isolation, and load substitution Case studies to reinforce every concept *This is a Denso Class, brought to you by Advance Auto Parts

IED2 - INTERMITTENT DRIVABILITY DIAGNOSTICS (1 night) *Available in English or Spanish Other classes teach how every system and component functions, but there hasn t been a big picture class until now. We ve assembled the best first tests that give you the most information with the least effort, so you can drill down to the root cause of a drivability fault faster than ever without getting sidetracked. Simple and easy tests quickly answer the questions, Can it breathe?, Is it fueling?, and Can we blow it up? These aren t direct compression, fuel pressure, and ignition tests, but rather inferred test values from commonly available visual and Scan Tool information. This class has everyday value in every shop.. You ll learn: Customer & technician worksheets to focus the diagnosis of code and n-code drivability faults Disciplines for testing effectively while not unintentionally correcting the fault before defining it Volumetric Efficiency testing to verify MAF, compression, cam timing, intake, and exhaust systems Fuel Trim testing over a wider range of conditions to let adaptation indicate the nature of the fault *This is a Denso Class, brought to you by Advance Auto Parts

Intermittent Electrical and Drivability Diagnostics (2 Nights) *Available in English or Spanish Faults are usually present and measurable even if the symptoms or codes are intermittent, so we've developed a repeatable strategy for flushing out these elusive faults. Additionally, we have assembled the best tools and tests for isolating faults and validating repairs, including: Customer & technician worksheets Best practices for voltage measuring tools Largely unused DVOM features & functions Specific Scan Tool tips & tricks Homemade tools for Circuit isolation, Fault isolation, Load substitution Other inexpensive tools & techniques Tool limitations & traps Case studies to reinforce every concept This seminar applies to all manufacturers, so everyone will benefit. Intermittent faults stretch every technician's skills, so come to this class to learn how to win against the toughest diagnostic challenges *This is a Denso Class, brought to you by Advance Auto Parts

TEP1 TOYOTA/LEXUS/SCION IGNITION & FUEL SYSTEMS ( 1 night) This class covers Toyota, Lexus & Scion engine management strategies for overall diagnostics & tool options, with specific text, Lab Scope, and Scan Tool information for Networking, Ignition & Fuel Systems. Networking coverage includes ISO 9141, CAN, BEAN, LIN & AVC-LAN information. Ignition system coverage includes: NE & G position sensors & issues Igniters, IGT & IGF ignition control strategies Distributor, DIS, COP & combination COP/DIS ignition systems Onboard ignition system monitoring Fuel system coverage includes: Returning, returnless & multispeed fuel pump control systems Direct injection & combo direct/port injection systems Fuel trim, O2 sensors & air/fuel sensors *This is a Denso Class, brought to you by Advance Auto Parts

TEP2 TOYOTA/LEXUS/SCION AIR INDUCTION & EMISSIONS SYSTEMS ( 1 night) This class covers Toyota, Lexus & Scion engine management strategies for overall diagnostics & tool options, with specific text, Lab Scope, and Scan Tool information for Air Induction & Emissions Systems. Air Induction coverage includes: MAF & MAP diagnostics Idle controls & drive by wire throttling systems (ETCS & ETCSi) Variable induction systems Emissions system coverage includes: Extremely detailed EVAP system coverage, including Early, Late, LEVII, Vacuum Pump & Bladder systems EGR systems Catalytic converters Air injection systems Hydraulic & electronic variable valve timing (VVTi) systems Variable valve timing & lift *This is a Denso Class, brought to you by Advance Auto Parts

Toyota, Lexus & Scion Engine Performance ( 2 nights) In the past, Toyota vehicles rarely presented a diagnostic challenge. They used simple systems and trouble codes were often fixed by simply replacing the named component. However, the complexity of the systems, interactions and predictability of failures have all changed in recent years as OBD II models continue to age. Bizarre EVAP systems, weak but expensive catalytic converters, hard to test air/fuel sensors, and other high dollar systems and components are turning Toyota diagnostics into a high risk venture. This is the time to catch up on the latest information and techniques. Attendees receive an all-new Toyota, Lexus & Scion Training Manual, which includes repair information, ATG Tips and testing examples from known good and faulty systems. We've included hundreds of live OEM and aftermarket Scan Tool captures, photos, and Lab Scope captures from known good and faulty vehicles. This new class covers all engine management systems, but has expanded information on the following troublesome topics and unique new systems. Early, Late, LEV II, Bladder & LDP EVAP --Fuel Trip & Rear Fuel Trim ATG Catalyst & Air/Fuel Sensor Testing --Variable Camshaft Timing New Direct Injection Systems *This is a Denso Class, brought to you by Advance Auto Parts

Advanced Technology of Automobile Brake Systems: Fact, Friction and the Future This seminar is designed for technicians performing brake service and ABS diagnostics on today s vehicles. Identify new developments in components and operation of the most popular ABS, Traction Control and Electronic Stability Program systems on the road today. We will discuss automotive and light truck brake system service relationship to ABS, TC and ESP. We will analyze the characteristics and operation of the most popular Electronic Parking Brake systems and Electronic Brake Distribution Systems. Detailed video captures of Wheel Speed Sensor tests are viewed and discussed. Keeping current with control strategy and knowing key diagnostic procedures are essential tools needed for the technician s toolbox. Don t be left behind the curve! *This is a Federal Mogul Class, brought to you by Advance Auto Parts

Fuel Trim and Misfire Diagnostics This seminar is designed to enhance the technician s ability to diagnose engine performance related problems through using fuel trim information provided in the scan tool data stream. Several cause and effect relationships will be defined with emphasis placed on fuel and ignition related Misfires, engine mechanical problems (cylinder sealing), restricted inlet and exhaust systems and faulty sensor inputs (Mass Air Flow, 02, Air:Fuel, VCT - Variable Cam Timing, etc.) as they pertain to Fuel Trim corrections. Learn to diagnose Fuel Trim Diagnostic Trouble Codes in a timely manner. Understand the relationship between Lambda and Fuel Trim and use this information to diagnose engine performance problems. Total fuel trim correction learned by the vehicle PCM is the technician s window into the vehicle s fuel injection system. Attendees receive an interactive self-paced CD as take home reference material. After attending this seminar, the student will be able to: - Examine causes of Misfire related DTC s using popular test equipment and scan tools - Diagnose engine breathing related faults (BOTH) Intake and Exhaust using Fuel Trim and Volumetric Efficiency testing information provided via the scan tool - Verify Air:Fuel (Lambda) sensor operation on car and test using the proper technique - Apply conclusive tests to Speed Density and Mass Air Flow equipped vehicles to verify fuel system control and gain diagnostic direction for Today s Most Common Drivability complaints - Diagnose emission related Check Engine Light problems using Enhanced Scan Tool data analysis NEW! - Efficiently diagnose System LEAN DTC s (P0171/P0174) and System RICH DTC s (P0172/P0175) in a timely manner with pinpoint accuracy. *This is a Federal Mogul Class, brought to you by Advance Auto Parts

Ignition System Diagnostics. This seminar is designed for technicians servicing Drivability, Emission and Tune Up repair on today s vehicles. Modern Ignition systems of all types will be discussed. Enhanced Scan Tool data used to diagnose P0300 Misfire DTCs will be covered. Primary and Secondary Ignition Waveform analysis will be overviewed using a variety of Lab Scope test equipment to aid in diagnosis of No Code Misfires. Mode 6 Diagnostics are put to the test on real world problem vehicles through viewing Case Study style repair examples. Techniques to help the technician become more Proficient at diagnosing problems such as Hard Start, No Start, and Intermittent Misfire related DTCs using aftermarket Scan Tools and Test Equipment for quick and accurate analysis will be emphasized. After attending this seminar, the student will be able to: - Distinguish the operational strategies used on today s Electronic Ignition Systems starting with the Crank Sensor and ending at the Spark Plug. - Diagnose Misfire concerns on gasoline engines employing Enhanced Scan Tool Data. - Define differences between Mechanical, Fuel Injector related, and Ignition Misfires using Advanced Testing techniques. - Apply Mode 6 Diagnostics to repair P0300 Misfire DTC s. - Employ test methods for diagnosing Type A and B Misfires utilizing Scan Tools, Lab Scopes, Current Probes and Ignition/Gas Analyzer test equipment. - Identify faults in Primary/Secondary Ignition Waveforms captured from a Lab Scope. NEW! *This is a Federal Mogul Class, brought to you by Advance Auto Parts

Moog Chassis Training - Tips and Techniques This seminar is designed for the technician working in the alignment and chassis areas. Electronic steering and suspension systems have exploded onto the market and many interface with the PCM, BCM and ABS systems to optimize handling, ride control and safety. Diagnostic alignment and the relationship of alignment to parts and tire wear are presented. New color animation is used to aid in understanding of advanced alignment angles and service procedures. Hear time saving Tips and Techniques along with vehicle inspection and customer communication skills, utilizing the MAP guidelines. See what s new in Tire Pressure Monitoring Systems. What to do if the Check Suspension light is on. New ShopClip "in shop" video captures bring hands on solutions from the shop to you! Attendees receive an interactive self-paced CD as take home reference material. *This is a Federal Mogul Class, brought to you by Advance Auto Parts

Air Conditioning Systems In many parts of the country, air conditioning is somewhat seasonal and as we approach this year s A/C season, it s time to get prepared for the service work that is certain to come your way. This updated seminar covers: The latest diagnostic and service procedures to help address various system performance problems. What s going on with the new refrigerants and the J2788 standards and what it could mean for your business. Learn the procedures that help safeguard against compressor failures and what you can do to help avoid comebacks. Current service information and tech bulletins that can help you keep ahead. Page 38 12/20/20 12 *This is a Delphi, brought to you by Advance Auto Parts

Advanced Fuel Systems Including Gasoline Direct Injection (GDI) As automotive technology continues to evolve, shop owners and professional technicians must revisit fuel systems training and education to ensure proper understanding of design change and diagnostic techniques. This course is specific to fuel systems, fuel pumps, modular reservoir assemblies (MRA), fuel pressure regulators and fuel injectors. We ll review newer technologies like direct fuel injection and control strategies that will help your shop and technicians to keep pace with the changes in automotive technology. Other discussions in this course will include diagnosis, test procedures, service bulletins and factory updates. NEW! Page 39 12/20/20 12 *This is a Delphi, brought to you by Advance Auto Parts

Controller Area Networks (CAN) & Multiplexing For more than two decades, Delphi has been a pioneer in electronic controls and communications; tying electronic modules together on multiplexed (serial) busses. This training course covers: The latest CAN bus systems from the mid-1990s through current model year on GM, Ford and Chrysler vehicles. How to troubleshoot stubborn communications problems with electronic control modules. Practical tips on the uses of meters, scopes, and factory and aftermarket scan tools are combined with theory and real world case studies to demonstrate how to diagnose everything from U- codes to power mode masters to serial bus gateways. Page 40 12/20/20 12 *This is a Delphi, brought to you by Advance Auto Parts

Diagnosing & Repairing Catalyst & O2 Monitor Failures The technology used in controlling the oxygen sensor monitor has become very complex. This advanced course will guide you through the sophisticated strategies of the oxygen sensors and its logic. The many new types of oxygen sensors, from standard zirconia to planar to side band/air fuel, all have different diagnostic techniques. We will also discuss the close relationship of the catalyst efficiency test and oxygen sensor diagnostic strategy. You will learn how to get the most out of your scan tool in diagnosing O2 and catalyst failures, as well as verifying the repair to help prevent unnecessary comebacks. NEW! Page 41 12/20/20 12 *This is a Delphi, brought to you by Advance Auto Parts

Diagnosing and Repairing Evaporative Monitor Failures Evaporative emission systems are mandated by the federal government for the control of Volatile Organic Compounds (VOCs). This course is designed to take you through a vehicle s evaporative control system, its components and diagnostic techniques to aid in a timely diagnosis and repair. In this course, we will discuss: Various system requirements to provide an understanding of why the malfunction indicator lamp (MIL) illuminates and the criteria for setting a code. Technicians will also become familiar with systems that use a pump and those that do not. We will cover the proper equipment, safety and procedures to locate a.020 leak. We will also demonstrate this by using industry case studies that prove monitor theories and diagnostic techniques. Page 42 12/20/20 12 *This is a Delphi, brought to you by Advance Auto Parts

Diagnosing and Repairing Misfire Monitor Failures Misfire monitor failures, something that used to be relatively simple, have joined the ranks of complex. With this comes the need for technology-driven diagnostic systems because an engine misfire can lead to high emissions and costly destruction of engine management components. In this course, we will discuss: Strategies involved in OBD-II vehicles used to decide if a misfire has occurred and how the system knows which cylinder is affected. How the PCM detects a misfire, the type of misfire detected, the components that can cause a misfire and the methods used to test them. Information is presented on how to use oscilloscopes and low amp probes to diagnose components like ignition coils and fuel injectors that can cause misfires. We ll also show varying methods used by scan tools, such as graphing and Mode $06 capabilities. Page 43 12/20/20 12 *This is a Delphi, brought to you by Advance Auto Parts

Direct and Common-Rail Systems Awareness and Overview (Diesel) The number of diesel engines in cars and light-duty trucks on the road today is increasing, driven most likely by the fuel economy gained by these efficient engines. Diesel systems are becoming more refined and manufacturers will be offering these types of engines in more makes and models. Since the diesel common-rail direct injection system relies heavily on electronics to control its operation, modern diesel systems are difficult to diagnose without proper training. In this course, we will discuss common-rail direct injection components, as well as review how the entire system is designed and operates with detailed graphics and demonstrations. We will cover: Internal injector operation in detail, including nozzle types, edge filters, spill port operation and nozzle springs. Single high mounted, low mounted and two stage nozzle springs Fuel sac, needle lift and nozzle hole arrangement. Page 44 12/20/20 12 *This is a Delphi, brought to you by Advance Auto Parts

Engine Management Systems This drivability update course for the professional technician is specific to engine management, input signals, output commands, and control systems. We ll cover PCM/ECMs, powertrain sensors, including air, temperature, load, speed, throttle position and other related input sensors/signals. We ll also cover the latest information on planar O2 sensors and wideband technology. During this course, we will discuss the characteristics of gasoline types, as well as alcohol-based fuel, and describe how the differences in fuel can affect today s diagnostics and repair processes. Additionally, we ll discuss scanners/codes, technical service bulletins, diagnostic tips, and the latest factory updates. Today s drivability problems are still some of the most difficult problems for technicians to diagnose and pinpoint. Problem symptoms can often point toward multiple items being the possible cause, when in fact it is usually just one malfunctioning component creating the problem. By utilizing the information and diagnostic tips you learn in this course, you can be able to diagnose drivability problems quicker and more accurately. NEW! Page 45 12/20/20 12 *This is a Delphi, brought to you by Advance Auto Parts

Mode $06 Data and Drive Cycle Diagnostics Mode $06 data is some of the most misunderstood and underused scan tool data available on today s vehicles. This course will help you understand and interpret Mode $06 data in order to use it to its full advantage. Mode $06 diagnostic skills also give the technician the opportunity to identify marginally performing components and advise the vehicle owner of future potential problems. Combined with drive cycle diagnostics, Mode $06 diagnostic skills can be looked at as a kind of insurance policy against unnecessary comebacks. Page 46 12/20/20 12 *This is a Delphi, brought to you by Advance Auto Parts

Customer Service New class offering for Service Writers! Available for interested markets Course Objectives: Learn the knowledge to help keep existing customers and WOW new ones Grow your business and create longer lasting relationships Grow your ability to respond and overcome impromptu questions and objections Conducted by Rich Gollihur Page 47 12/20/20 12