COVER FPO

Fullfilling Dreams of Personal Freedom

Issue Two - 2018

Promote Harley-Davidson® Consumables Before the Peak Season

Taking a Close Look at Tires and WheelsC US TOMIZ ING

STYLEI N S P R I N G 2 0 1 8

FOR

Executive EditorJonathan Vnuk

EditorDarren Stezala

Creative DirectorKristyn Elliott

Design and ProductionAmy MalcolmSamantha Primuth

ShopTalk Advisory CommitteeLaura RussartConnie Walters

Write to us at:ShopTalk Headquarters2727 W. Good Hope Rd. Milwaukee, WI 53209-2048

Call us at: (800) 842-0347Email us at:hdshoptalk@dcim.com

For subscription information, visit: www.servicemarketinghq.com (in the U.S.) ORglobalservicemarketinghq.dcim.com (outside of the U.S.)

ShopTalk® provides news and technical information to dealership staff with the goal of enhancing the Harley-Davidson Customer Experience and increasing dealership profi tability.

ShopTalk is published by Harley-Davidson for Service Department and Parts and Accessories Department employees of Harley-Davidson dealerships.All rights reserved.

Contents of this magazine may not be reproduced without the express written permission of the publishers.

We reserve the right to edit all submissions for publicationin ShopTalk.

All submissions become the property of Harley-Davidson Motor Co. If you would like your submission returned, please include a self-addressed, stamped envelope with your submission.

All H-D® and Buell™ product illustrations, photographs and specifi cations mentioned in ShopTalk are based on the latest product information at the time of publication. The right is reserved to make changes at any time in prices, colors, materials, equipment, specifi cations and models and to discontinue models. Some vehicles shown in ShopTalk are shown with available equipment.

Vehicles in the confi gurations shown and the accessories described in ShopTalk may not be available for use in some locations. Please check with your local H-D representative for complete product details and the latest information.

© 2018 H-D and its affi liates. Harley-Davidson, Harley, H-D, and the Bar & Shield logo are among the trademarks of H-D U.S.A., LLC. Third-party trademarks are the property of their respective owners.

ON THE COVER:Bobber-style custom motorcycles are the look right now. For the Genuine Motor Parts and Accessories to build a lean and mean bobber, turn to page 14.

THE STARTING LINEBy Katie Maloney

Dunlop® Offers Gift Cards to ConsumersTo leverage Dunlop Tire Promotion 486 and incentivize the purchase of new tires, between March 15 and May 15, buyers of qualifying Dunlop tires are eligible for a mail-in rebate. Purchasing one tire earns a customer a $35 Harley-Davidson gift card; purchasing two tires results in a $70 Harley-Davidson gift card.

Eligible tires include all Dunlop Harley-Davidson® co-branded tires, excluding tires for police vehicles.

Support this promotion in your dealership with the point-of-pur-chase display kit you received mid-March. Additional marketing assets also are available on the Dealer Marketing Engine (DME), accessible via My Tool Box on h-dnet.com®, and then going to Toolkits > Campaigns & Promos > Dunlop Tire Rebate Promotion #486. For general program-related questions, submit an eService form to Dealer Services via h-dnet.com or call them at 800-664-7762.

Unlock the Full Potential of Digital Technician® IIDo you want to learn more about the Guided Diagnostics feature included in DTII? Visit h-dnet.com to view volume 7 of the Inside the Bricks video series. In this installment, Martin Ginns and Nicholas Balistrieri summarize the valuable – but often overlooked – component of DTII.

Also, be sure to keep your DTII console updated with the latest software –version 11.6 is available now. For details, refer to What’s New for DTII version 11.6 support information in DTII software or h-dnet.com > Departments > Service > Digital Technician > Latest Version Updates – What’s New.

$35 HARLEY-DAVDISON GIFT CARD with the purchase of one Dunlop tire

$70 HARLEY-DAVIDSON GIFT CARD with the purchase of two Dunlop tires

NOW THROUGH MAY 15TH

The Ride HomeAs part of the Harley-Davidson 115th Anniversary, organized rides to Prague, Czechoslovakia, begin in early July from numerous starting points in Europe. Rides to Milwaukee, Wisconsin, will leave from the four corners of the United States beginning on August 21. For complete details, visit h-d.com/115.

Dealerships will be integral in making these rides home a success. Suggestions for participating in this massive group-ride include:

• Riding the whole way or creating a shorter round-trip route for riders who can’t make the full trip

• Planning a ride from your store to the nearest route

• Creating a send-off party

Start planning now for ways to make memories to last a lifetime during the 115th Anniversary celebration.

For assets to help promote your dealership’s 115th Anniversary events, go to h-dnet.com > My Tool Box > Dealer Marketing Engine (DME). On the DME home page, search for “115th Anniversary.”

Quality Analysis Required for Select BatteriesDealers should return all motorcycle batteries with Part Nos. 66010-97D, 65989-97D and 65958-04B for quality analysis through the normal warranty parts request process. When returning batteries for warranty:

• Ensure the battery corresponds to the claim/VIN

• Attach a copy of the printout from the Midtronics GRX-3110 battery tester

• Package the battery correctly to reduce the possibility of damage (apply tape over the terminals)

Please note that batteries from rejected claims will not be returned. Instead, dealers will receive a core credit of $10 for each qualifi ed claim.

Questions? Contact martin.ginns@harley-davidson.com, or call Martin at 414-343-7492.

New Video Promotes H-D® Appearance ProtectionNow you can promote Harley-Davidson® Appearance Protection throughout your dealership with a new video promoting the high-value product to current and prospective riders.

Download the video from the DME homepage (accessible via My Toolbox on h-dnet.com®) > Marketing Channels > TV/Video > HDFS Appearance Protection.

Play the video on monitors in your dealership and reinforce the message by placing copies of the Harley-Davidson Appearance Protection brochure nearby so customers can take a copy home. Order the brochure from the HDFS Online Fulfi llment Center, located at h-dnet.com > Departments > Finance & Insurance > Insurance > H-D Appearance Protection. Questions? Contact your HDFS Finance & Insurance Consultant.

ISSUE TWO | 2018 | 3

FOCUS ON EVENTS

PRESEASON DEMO DAYS AND OPEN HOUSESby Katie Maloney

As the riding season approaches, riders feel the urge to get their bikes back out on the road. Next comes the planning and the anticipation of adventure in the coming months.

Prepare customers for the riding season by offering demonstrations of Genuine Motor Parts and Accessories (P&A) that will help them add functionality and fi nd their ideal level of comfort. While you’re at it, encourage them to schedule a test-ride on a 2018 model for a chance to win an epic road trip to the 115th Anniversary in Milwaukee.

Demonstrations Make the DifferenceTest-rides are the most effective way for customers to experience Screamin’ Eagle® performance upgrades as well as windshields, wireless headsets, seats, passenger pillions and heated gear. There’s nothing like hands-on experience to show customers that they can greatly benefi t from Genuine Motor Parts & Accessories.

The “Show and Tell” method is the next best thing. This works well for showing customers Holdfast™ Detachable P&A, luggage, lighted accessories and maintenance items. Keep pre-accessorized bikes on the showroom fl oor to allow customers to interact with the bikes and get a feel for fi tment changes that are possible through customization. Having P&A on display gives customers a chance to look things over and consider the options before your staff engages them. Let customers experience products by having them remove detachable P&A, open and close latches and buckles or fl ip switches.

Refer to the 2018 Spring 2 Activations Guide for more guidance on getting the best results from your 115th Anniversary Open House, Freedom Demo Days and the 115th Anniversary Dream Ride Sweepstakes. Go to h-dnet.com® > My Tool Box > Dealer Marketing Engine > Toolkits > Planning Resources > Spring 2 SRI – Retail Activation Guide

Sell More Seats with a Demo Program The Seat Demo Program is the perfect sales tool for allowing customers to get the feel of a new seat, because it enables them to try several different styles before they buy. It can even inspire riders to own multiple seats for different riding conditions. Dealers who operate a Seat Demo Program are proven to sell more seats than those who don’t!

These 2018 Softail® model seats are the newest additions to the Seat Demo Program.

Ergo Seats

Reach® Solo & Two-Up Seats

• Match classic Original Equipment styling

• Have a low overall height and sculpted (narrow) inner thigh area that maximizes the rider’s ability to touch the ground

• Compatible with matching passenger pillions (applies to solo Reach seats for Deluxe, Heritage and Slim models)

• Compatible with stock passenger pillions (applies to solo Reach seats on Breakout‰, Fat Boy‰ and Street Rod‰ models)

Tallboy® Two-Up Seat

• Offers a redesigned bucket shape that gives the rider room to vary his or her riding position without pitching the rider forward

• Allows the long-limbed rider to sit farther back

Comfort Seats

Harley® Hammock Seats

• Hammock technology isolates the rider from road impacts

• Integrated rider backrest receptacle is tastefully hidden from view

• The Hammock is compatible with Softail uprights and backrest pads

Sundowner™ Solo & Two-Up Seats

• The Sundowner Solo design features a separate two-piece style that allows customers to upgrade either the rider or passenger seat independently (interchangeable with stock seats and pillions on select models)

• The Sundowner Two-Up design is a one-piece style that enables two-up seating on solo vehicles

Spring into ServiceDon’t miss the opportunity to fully integrate your Service Department into these efforts. During the event, hold a Service workshop that features products and services that can be performed quickly, such as oil changes, lighting upgrades and vehicle detailing. Offer free visual service inspections, including a tire inspection and pressure check, a brake pad check or a fi t assessment. In addition, coach your P&A staff to refer all potential installation work to the Service Department.

Increase Efforts and ResultsPlan an Open House early in the year to complement late-year Open House and Demo Ride events. These two main events, along with a steady fl ow of smaller events throughout the season, will help maintain your customers’ enthusiasm for the Harley-Davidson lifestyle – and your dealership!

Harley Hammock Seat

Sundowner Solo Seat

Reach Two-Up Seat

ISSUE TWO | 2018 | 5

SPOTLIGHT ON SERVICE

BUILD BETTER CUSTOMER RELATIONS DURING VEHICLE DELIVERYBy Clifford Atiyeh

It is a special occasion for a customer when he or she arrives at your dealership to pick up one of the brand-new Custom Vehicle Operations™ (CVO™) models – our most-premium motorcycles. These customers deserve a premium experience to go along with their top-of-the-line motorcycles. Should they receive more attention and courtesy than customers purchasing lower-priced or used models? If you answered “yes,” it’s time to rethink your dealership’s customer service.

The delivery handoff of a Harley-Davidson® motorcycle is the fi nal step of the purchase process – and it is also the most crucial step in securing a customer’s loyalty to your business. It’s both exciting and potentially intimidating for customers. This is their new bike, and they are relying on you to make the experience as perfect and stress-free as possible.

Whether customers are picking up their fi rst Harley-Davidson motorcycle or their tenth, new or used, regardless of cost, “you still expect to be treated to a premium experience,” says Martin Ginns of Harley-Davidson Motor Company. “Every customer is important, and they all deserve that level of treatment.”

Take New (or Used) Motorcycle Delivery to the Next LevelAs a licensed Harley-Davidson retailer, it is your responsibility to master and complete the entire Predelivery Inspection (PDI) before customers arrive. But your commitment to customers must go beyond that. For example, you could ask what their favorite radio stations are and program the presets for them. Offer to pair their mobile phone to the Boom!™ Box infotainment system and explain its key features as you’re cycling through menus.

If you haven’t already set the handlebar, hand levers, seat, suspension or windshield, now is the time. If fi nal adjustments are necessary, make them at the point of delivery – so customers don’t need to return a day or two later.

Congratulate them on adding Genuine Motor Parts and Accessories (P&A), if applicable, and note any special conditions. For example, the Brass Collection will develop a patina over time, creating a classic, richly-aged look. On the other hand, customers also can treat them with Glaze™ Poly Sealant to maintain the like-new appearance.

Ginns’ advice is to tailor the level of information you provide to each customer. Repeat customers who are purchasing their fourth bike might want a brief delivery, while others might be new to

motorcycling altogether, and appreciate more information and support.

For those who are new to the sport, or to owning a Harley-Davidson motorcycle, offer to ride with them on your own bike in a nearby parking lot or escort them on their trip home, so you can help them get comfortable and gain confi dence with their new ride. This can go a long way to assuring customers they made the right decision to purchase from your dealership. It also sets the groundwork for turning that fi rst-time customer into a lifelong loyalist.

!SERVICE TIP

Program your dealer information into the Boom! Box list of contacts, so it’s

easy for customers to reach you.

ISSUE TWO | 2018 | 7

Give Service Customers the Same Level of AttentionService appointment or post-storage handovers are just as important. Harley-Davidson® Authorized Service and P&A both provide great value to the customer, and it’s up to you to emphasize this. Walk the customer around the bike, show them the old parts and explain each of the line items on the invoice. If possible, do this in a dedicated service area that is climate-controlled and isolated from the rest of the garage so there are no distractions. If the fi nal bill is greater than the estimate, highlight the additional costs and explain why it was necessary. Of course, these costs should be communicated and

approved by the customer before completing the work, but it’s also a good idea to summarize them at pickup.

Inquire about each service customer’s expectations for delivery during the intake process. One customer may expect a showroom-fresh bike, while another might want their bike to display layers of road grime and bug splatter. This not only strengthens the personal relationship with your customer, it also provides an opportunity to sell surface care products to those who want their bikes to look like new for as long as possible.

Are You Ready for the Rush?Scheduling an adequate level of staff is key to successful vehicle deliveries, especially at certain times of the year. For example, on the fi rst warm weekend of spring, you might have dozens of customers wanting to pick up their bikes. You should be able to satisfy all of them while also dealing with the surge of prospective customers that typically follows every cold season. “To customers, being short-staffed is an unacceptable excuse for the inability to deliver their motorcycle at the requested time,” Ginns says. To ensure great service to storage customers, make sure to have a contingency plan in place for when an employee is out sick, on vacation or needed elsewhere in the dealership.

Harley-Davidson University Training Lead Jonathan Vnuk offers an additional tip for delivering vehicles that have been at the dealership for service or storage. “Keep detailed records in your Dealer Management System so that reprogramming radio presets, deactivating heated accessories or restoring other customer preferences becomes second nature,” he says.

One of the key principles of attracting and retaining customers is making personal connections with them. Make sure your customers know that they have a friend at the dealership. You can start by always providing your name, dealership phone number and an invitation to call with any questions or concerns. As with any business relationship, trust and transparency are the keys to your success, no matter what bike, service, or accessory you’re trying to sell.

*TRAINING RESOURCES

These resources will help you form a comprehensive understanding of the motorcycle delivery process, from the time the bike arrives at the dealership until the time the customer receives it.

» ShopTalk® Motorcycle Delivery System Freight Damage Inspection Video: h-dnet.com® > Policies > Motorcycle Delivery System

» PDI Manuals: h-dnet.com > Departments > Service > Literature and Publications > Predelivery and Setup Information

» HDCX Operations Guide:

• Service Walk-Around at Pick-Up (First Service)

• Service Walk-Around at Pick-Up (General Service)

“Keep detailed records in your Dealer Management System so that reprogramming radio presets, deactivating heated accessories or restoring other customer preferences becomes second nature.”

— Jonathan Vnuk, Harley-Davidson University® Training Lead

FOCUS ON CUSTOMIZATION

FIND COMFORT IN COOL WEATHERby Bryan Norman

There is no way around it for motorcycle riders. Overcoming cool weather is one of the ever-present challenges of the sport. But with the correct preparation, riding in less-than-ideal conditions can be overcome.

The key to helping customers achieve cool-weather riding comfort is to learn when, how and with whom they ride. Knowing those things, you can greatly enhance their overall comfort by:

• Educating them about the two categories of comfort:

› Contact points: Includes contact points where the body touches the bike

› Rider environment: Includes the airspace around the rider's and passenger's bodies

• Knowing the details about comfort-enhancing Genuine Motor Parts and Accessories (P&A) so that you and other relevant dealership staff can effectively demonstrate, sell and/or install the exact items needed to meet customers’ needs

ISSUE TWO | 2018 | 9

P&A to Keep the Chill Away It's bound to happen in time - riders and passengers will encounter shiver-inducing temperatures. Their comfort level in these conditions signifi cantly impacts the length of uninterrupted time they can spend on the road. Help them maximize their mileage by introducing them to the comfort-focused Harley-Davidson P&A below. You can also strengthen the relationship you have with your customers and create a competitive advantage for your dealership by advising customers to combine purchases or installations with scheduled maintenance. When they sense that you are helping them gain the most value in their spending, it will be good for both them and your dealership.

• The Heated Harley® Hammock Seat features switch-activated dual-zone controls for the personal comfort of both rider and passenger.

• Both the Sun Ray® Heated King Tour-Pak® Backrest Pad, and Sun Ray heated seats, will keep passengers warm and cozy on chilly rides.

• Heated hand grips feature variable heat settings, and use automatic temperature-monitoring to adjust to ambient temperatures.

› Customers can select from several styles that are part of collections - groups of P&A that share the same styling and design elements. Refer to the 2018 Genuine Motor Parts and Accessories catalog for fi tment and installation details.

• Fairing Lowers allow riders to adjust the airfl ow to their lower legs and the engine. On cold or rainy days, a rider can close the vents for maximum protection from the elements.

• Soft lowers are available to block the wind on bikes equipped with an engine guard.

• Windshields defl ect wind from the chest and arms, reducing the bite of both the cold air and the sustained wind-buffeting of a long ride.

Understanding Rider and Passenger Contact PointsAlong with directing riders to the right Harley-Davidson® P&A, it’s helpful to educate them on proper contact points and posture to help combat fatigue.

Many riders overlook the obvious things, such as the body-to-motorcycle relationship. Every part of the body affects the other parts. Fingers affect the wrist, which affects the elbow, which affects the shoulders and so on. The main contact points are known as the rider triangle: where the hands meet the handlebar, where the feet meet the pegs or fl oorboards, where the rear end meets the seat. In addition, rider's and passenger's bodies contact the vehicle in several other locations that go beyond the rider triangle, such as the rider and passenger backrests, hand levers, foot pegs, foot controls and the jiffy stand. H-D has many P&A to customize these areas for comfort, as well.

Improving Fit and Comfort SimultaneouslyTo make a ride as enjoyable as possible, everything must align correctly. Below are some position alignment tips to pass along to customers. For even more impact, have them sit on a motorcycle in your showroom as you demonstrate these tips.

• Wrists should stay as straight as possible in relation to the forearm.

• Elbows should point down as much as possible and hang rather than being held up.

• Shoulders should be relaxed and dropped rather than suspended or fl exed.

• Reach should be reduced enough so that the rider doesn’t need to roll or lift his or her shoulders to grab the handlebar.

• Passengers should hold on to the rider at the rider’s waist. Passengers should never hold on to a rider’s shoulders or arms, which can interfere with control.

FPOChris Graves may

suppy a replacement

The Sun Ray Heated King Tour-Pak Backrest Pad, Part No. 52300317, provides warming comfort to the passenger's back on cool-weather rides.

Heated Gear WorkshopA Heated Gear Workshop is an excellent opportunity to educate a group of customers about the latest P&A and other riding gear engineered to extend the riding season and keep riders warm. All the assets you need to hold a Heated Gear Workshop are available on the Dealer Marketing Engine. To fi nd them, sign on to h-dnet.com®, then go to My Tool Box > Dealer Marketing Engine (DME) > Departments > Parts & Accessories > Tool Kits > SRI Workshops > Heated Gear Workshop.

This workshop will give you the chance to show your customers how to remain comfortable in low-temperature conditions, which they are bound to encounter at the beginning and end of a season – and during early-morning or late-night rides This newfound comfort also can inspire them to start riding earlier and to continue riding later in the season. Getting customers to ride more is good for your dealership!

It almost goes without saying, but when it comes to weather and the seasons, timing is everything. You are likely to attract the most customers (and thus, have the most impact on sales of featured items) by holding this workshop at the beginning of a season, while the cold weather is still lingering, and toward the end of a season, before the cool temperatures return.

With some obvious exceptions, weather shouldn’t keep riders and passengers from enjoying the ride. In fact, once customers learn ways to remain comfortable while riding in cool weather, many of them begin to crave cool-air rides. The more comfort customers can achieve, the more time they’ll want to spend chasing that yellow line, no matter what time of year it is. And if you have helped them attain this new level of comfort, there is a good chance that they will return to you for more advice, parts and service.

Start educating customers and stimulating sales of P&A to keep customers comfortable in lower temperatures by scheduling a Heated Gear Workshop at your dealership. Do it today!

TRAINING COURSESRefer to the following Harley-Davidson University® (HDU) online courses to learn more about the concepts of product value (features, advantages and benefits), customer value (fit, function, style and performance) and how to use them to increase product knowledge and sales.

» Course 1673, HDCX-O 2001 Value-Based Selling: Defining Value » Course 1674, HDCX-O 2003 Value-Based Selling: Parts & Accessories » Course 1675, HDCX-O 2004 Value-Based Selling: General Merchandise

These courses are FREE!

ISSUE TWO | 2018 | 11

SPOTLIGHT ON SERVICE

ADJUSTING THE PRELOAD ON 2O18 HARLEY-DAVIDSON® SOFTAIL® MODELSby Michael Goldstein

An integral element of the new lighter and stiffer chassis design on 2018 Softail models is the new monoshock architecture, which replaces the dual shock setup that was standard for 2017 and earlier Softail models. In addition, the adjustment process is simplified so it is easier to get it just right for every customer.

“Adjusting the preload is much easier to do now than it was in the past,” says Dave Del Vecchio, Engineer Developmental Services. “On 2018 models, the monoshock is positioned right under the seat, so you don’t have to get under the bike to adjust it like you did on earlier Softail models.”

*TRAINING RESOURCES

Review the following for more details on the suspension system of 2018 Softail models.

» ”Technical Updates for Model Year 2018 Softail Models” in ShopTalk® Issue Six 2017

» Harley-Davidson University® online course 1750, PHD-TF.18 2018 Model Year Technical Introduction

» The video Inside the Bricks, Volume 9, available on h-dnet.com®, includes some great graphics and discussion regarding

adjusting the Softail suspension

Preload Adjustmet Cam 1. Indicator 2. Preload Setting

Selecting SettingsAdjusting the preload settings can have a signifi cant impact on ride quality. In general, a rider should increase preload to accommodate more total load (which includes the rider, passenger and cargo), or reduce the preload if carrying less weight.

Too little preload can lead to “bottoming out.” Too much preload can result in a harsh, bumpy ride and deliver excessive feedback from the road to the rider and passenger.

A series of charts in the Before Riding section of the 2018 Softail Owner’s Manual breaks down adjustment settings by model, rider, passenger and load weight. For example, a 2018 Softail Deluxe model with a 200-lb (91-kg) rider has an optimal preload setting of 0.5. However, adding a passenger and cargo totaling an additional 140 lbs (63.5 kg) warrants adjusting the preload setting to 4.

Regardless of preload setting, owners must not exceed the motorcycle’s Gross Vehicle Weight Rating (GVWR) or Gross Axle Weight Rating (GAWR). Exceeding these weight ratings can lead to component failure and adversely affect stability, handling and performance, which could result in death or injury.

Engage Customers, Enhance ServiceWorking with customers to adjust the suspension provides dealers an opportunity to strengthen bonds with their customers. Tips for engaging customers on this topic include:

• Ensuring any new 2018 Softail models have the suspension adjusted properly (according to rider/passenger/cargo weight and riding style) prior to owner delivery

• Asking returning 2018 Softail owners whether they know if their motorcycle’s suspension is properly adjusted

• If warranted, guiding customers through the adjustment process and referring them to the appropriate adjustment techniques and tables in the Owner’s Manual

Show customers how easy it is to adjust the rear suspension of the 2018 Softail models. Adjusting the preload also can present sales opportunities related to rear-shock upgrades to create a better-fi tting motorcycle. Once you help customers fi nd their ideal setting, they will enjoy riding in a whole new way!

Preload Adjustment Knob

Softail Suspension Adjustment MethodsThere are three different adjustment methods for 2018 Softail® models, so it is essential for dealers to understand each method and the models to which each one applies. Familiarizing yourself with each process will help you demonstrate the simplifi ed preload adjustment process to customers so they can tailor the ride for their load, road conditions or personal preference.

1 The adjustment for Street Bob®, Low Rider® and Softail Slim® models is made via a cam-style adjuster on the shock body that is adjusted mechanically. With the bike on the jiffy stand, remove the seat. Next, locate the marked slots in the rear shock. Using the tang end of the two-piece spanner wrench (Part No. 14900102) supplied with the bike, engage the slots and turn the cam until the indicator points to the appropriate preload setting. This will compress or relax the spring. The handle of the two-piece spanner wrench is designed to provide adequate leverage and clearance to adjust the shock.

2 Adjusting the preload on Heritage Softail® and Deluxe models requires the two-piece spanner wrench (Part No. 14900102) supplied with the bike or an 8 mm wrench or socket. Place the bike on the jiffy stand and remove the seat. Use the wrench to rotate the adjustment screw (clockwise to increase preload setting, counterclockwise to decrease it) to the appropriate setting as shown on the indicator preload adjustment screw.

3 The adjustment for Fat Boy®, Fat Bob®, Breakout® and Sport Glide™ models features hydraulic preload adjustment via an external knob on the right side of the bike.

Preload Adjustment Screw

ISSUE TWO | 2018 | 13

New Genuine Motor Parts and Accessories to Build a Bobber … and More!

By Scott Heidbrink

!SALES TIP

The Softail® Street Bob® model, with its cut-down fenders and laced

wheels, is the perfect starting point for building a fully outfitted bobber

to display at your dealership.

C US TOMIZ INGSTYLEI N S P R I N G 2 0 1 8

FOR

In the early days of motorcycling, the easiest way for customizers to increase speed and agility was to reduce weight. In addition to removing any unnecessary components, such as the windshield, engine guards, passenger seating and saddlebags, many of these innovators also removed or shortened (bobbed) the fenders. This is how the term “bobber” originated.

Fast forward to today: Bobbers are back in style with riders who appreciate the look and attitude of a bare-knuckle, stripped-down motorcycle. To meet the growing demand for this approach to customization, Harley-Davidson recently launched a new batch of Genuine Motor Parts and Accessories (P&A) featuring premium materials, head-turning style and quality construction. These products will enable customers to pursue their own vision of the perfect bobber, meaning that they can transform their motorcycles into authentic-looking bobbers while maintaining their Harley-Davidson factory warranties.

ISSUE TWO | 2018 | 15

Go SoloPure, simple and functional. Those three words aptly describe the new Bobber Solo Seats. Each one features a clean appearance that is visually appealing. But what you won’t see is all the development and engineering that went into ensuring the seats have the right look, feel and quality of a Harley-Davidson‰ bobber.

For purists, there’s the Smooth Black Solo Saddle with minimalist styling. It includes premium 5-oz smooth leather made by Seidel Tanning, black rivets and a smooth gloss-black seat pan.

Back in the day, riders traveled to Mexico for tuck and roll upholstery. The Tuck & Roll Solo Saddle has a clean, custom, nostalgic look – and a touch more padding to maximize comfort.

The Distressed Black Leather Solo Saddle includes a raw-edge leather pad and slim foam fi ller that are joined to the seat pan with antique nickel-look rivets. It features an embossed Bar & Shield logo and a blacked-out “Milwaukee Since 1903” medallion. The 4.5-oz leather is made by Eureka and tanned in Italy for the perfect distressed look.

For vintage style, the Antique Brown Leather Solo Saddle is ideal. Rich brown pull-up leather gives it an authentic look that develops a patina with age. The 3.5-oz leather is made by Seidel Tanning and matches the swingarm bag. Attention to detail is second-to-none: the rivets and the “Milwaukee Since 1903” nameplate have a fi nish like the parts in the Brass Collection.

The Spring Saddle Installation Kit honors the days when seat springs were the only rear suspension. The beehive-type springs maximize seat travel, and the underseat cover has a low-profi le design that mounts inboard of the frame tubes for a minimalist look. A polished stainless-steel hinge enables smooth opening and closing, so customers can easily access the rear suspension for adjustment. Installation is easy and requires no cutting, welding or fabrication.

Riders who want the ultimate low-profi le look can add the Rigid Mount Saddle Installation Kit, which swaps out the two beehive springs for a pair of gloss-black aluminum posts that create a far leaner and lower profi le.

The expert engineering, high-quality materials and expert craftsmanship of these solo seats result in a distinct style that’s highly appealing to bobber builders.

NOTE: These solo saddles do not fi t with

passenger pillions.

Simple, but Seriously Functional: Sissy Bar and Backrest Pad The new One-Piece Tall Rigid Mount Sissy Bar comes in chrome or gloss black and has the garage-built look and feel of ‘50s- and ‘60s-era machines. It bolts directly to the fender struts for easy installation, so there’s no need for side plates. Customers who ride two-up can also add the Passenger Backrest Pad.

Distressed Black Leather Solo Saddle, Part No. 52000320

Tuck & Roll Solo Saddle, Part No. 52000315

B

H

C

D

ISSUE TWO | 2018 | 17

Stylish StorageAlmost every rider can use more storage space on his or her bike. Softail model owners now have a stylish solution: The Single-Sided Swingarm Bag, which provides 450 in3 (7,374 cm3) of space, 50 in3 (819 cm3) more than its predecessor. The new bag has room to carry the essentials: a sweatshirt, tool roll, water bottle, gloves, eyewear, cell phone, lock or other combination of small items. It comes in basic black or antique brown leather, each with subtle differences.

For riders looking for a retro look, the antique brown leather is ideal. The bags are crafted by Milwaukee’s Seidel Tanning Company, which uses

supple brown pull-up leather that lightens in color when stretched or pulled, giving a distressed, aged look. Marks, scratches and signs of wear will give the leather a rich patina that will increase over time. To add to the bags’ authentic nature, they feature traditional straps and brass buckles.

The black version is made of smooth, boot-quality leather, and features quick-release clasps hidden behind the buckles.

Both versions are shaped to complement the lines of Softail models. The bags’ semirigid construction helps them hold their shape while loaded with gear. They install easily via adjustable straps.

Go Ape for New Handlebars While the origin of ape handlebars is open to debate, one thing is certain: the “knuckles in the air” look was born in the ‘60s and it’s still popular today. These beefy handlebars add an authentic old-school look to any ’18-later Softail‰ model and select ’14-later Road King® models. While the look is classic, these handlebars are designed so that the wrists are in a neutral position for long-ride comfort. Available in chrome and black, they are predrilled to allow internal wiring. They can be installed with stock handlebar clamps on models with an Original Equipment 1.25-in diameter handlebar, and a Low-Profi le Riser Kit enables installation on models with a 1-in diameter handlebar.

A. Brass Hand Grips, Part No. 56100133 B. Antique Brown Leather Solo Saddle, Part No. 52000381 C. Spring Saddle Installation Kit, Part No. 52100029 D. Gloss Black One-Piece Rigid Mount Tall Sissy Bar Upright, Part No. 52300502 E. Brass Shifter Peg, Part No. 33600093 F. Brass Rider Footpegs, Part No. 50500709 G. Brass Derby Cover, Part No. 25700515 H. Antique Brown Single-Sided Swingarm Bag, Part No. 90201568

Black Single-Sided Swingarm Bag, Part No. 90201567

A

B

E

F GH

C

Harley-Davidson creates the Genuine Motor Parts and Accessories (P&A) that your customers want – and promotes them with complete marketing campaigns that are easy to implement, and inspire riders to take action.

Spring 2018 Customization for Style Campaign To support the P&A unveiled at the 2018 Retail Readiness Event, we created the 2018 Spring Customization Campaign.

These marketing materials focus on customization for style and highlight the new bobber accessories.

• Single-Sided Swingarm Bag

• One-Piece Tall Rigid Mount Sissy Bar (and optional Backrest Pad)

• Fat Ape and Fat Mini-Ape Handlebars and Riser Kits

• Bobber Solo Seat with Spring Mount Install Kit or Rigid Mount Add-On Kit

Plan Your Campaign• Add a banner to your website – Seven different sizes enable your

webmaster to select the ideal size for your website.

• Send emails – Simply select your audience, and send the email. For this campaign, you should target Softail® and Sportster® model owners.

• Post to social media – The banners are premade for Facebook but also can be used on Twitter and Instagram. You control the cost by selecting how long you want the banner to run and who you want to reach with it.

• Deliver postcards – Use the email templates for one side and include a marketing message and mailing information on the other side.

• Display fl yers in store – Create fl yers with your dealership contact information on them, and post them in the Sales Department. Also, you can use the fl yers as print ads or hand them out to customers when they visit your dealership.

• Display point-of-purchase materials – Display the door/window cling, pendant and countertop easel that your dealership received in the Spring I Seasonal Retail Integration (SRI) package.

• Upload videos to YouTube – There are fi ve videos relevant to this campaign: one Spring Customization for Style marketing video and one video for each of the four key bobber accessories. Post them both on your dealership’s YouTube page and website. If you advertise on TV, the marketing video can give your spot a professional look.

• Use static assets – There is also an assets library that allows you or your advertising agency to create a customized campaign that has the look and feel of your other dealership materials.

• Distribute the Spring Customization for Style brochure – Dealers received three copies of this brochure in the Spring I SRI package, and an additional 50 were delivered to each dealership. When customers take a brochure home, it performs as a “silent salesperson” that continues to build interest and excitement in these products.

These new bobber P&A are the perfect way for Harley-Davidson® Softail and Sportster owners to customize their motorcycles. The Spring Customization Campaign makes it easy for you to spread the word that your dealership is the place to fi nd them.

3700 W. Juneau Avenue

Milwaukee, WI 53208

http://www.h-d.com/

1-800-258-2464

HARLEY-DAVIDSON®

MOTOR COMPANY

A Multifaceted Marketing Campaign

Can Help Increase Awareness and Stimulate Sales

Go to h-dnet.com® > My Tool Box > Dealer Marketing Engine > Toolkits > Campaigns & Promos > Spring Customization Campaign and start using the campaign assets today. ISSUE TWO | 2018 | 19

More P&A with Mass AppealThe Willie G™ Skull Collection has shifted to the dark side with a new satin-black fi nish and black hardware. This collection includes the Derby Cover, Timer Cover, Air Cleaner Trim, Right and Left Side Medallions, Fuel Tank Console Door, LED Fuel Gauge, Fuel Cap and Front Axle Nut Covers.

The Screamin’ Eagle‰ Gloss Black Pushrod Covers replace existing chrome covers to give the bike a blacked-out appearance down to the smallest detail. Customers have three options for adding these to their bikes:

• Individually for stages III-IV top end work

• As part of a kit with pushrods for ease of installation outside of a performance upgrade

• As part of a kit with pushrods and a performance cam designed to increase torque or power while enhancing style

Performance-minded customers can add a Milwaukee-Eight® Stage II kit to enhance the already-robust engines on ’17-later Touring models and ’18-later Softail‰ models. Choose the Torque Kit to

boost pulling power off the line, or use the Power Kit to increase power in the upper-rpm range. Both kits retain the Original Equipment factory warranty and are compliant with U.S. Environmental Protection Agency (EPA) regulations in all 50 states.

Owners of ‘17-later XG750A Street Rod® models can now add the high-fl ow Screamin’ Eagle Street Performance Slip-On

Muffl er for an aggressive exhaust note and improved performance. The muffl er is compliant with EPA regulations in all 50 states and with Economic Commission for Europe guidelines.

The new HOG™ Booster Portable Battery Pack is a lightweight, compact lithium-powered battery pack that is small enough to fi t in a saddlebag or backpack. It easily connects to your motorcycle battery, and the spark-proof and reverse polarity-protected connections help protect the bike’s electrical system. A fully charged booster will provide up to 20 starts on a single charge, and can power and charge devices with a USB connection.

You Can’t Sell What Customers Can’t SeeMany of your customers will not even know that these P&A products exist unless you display them in your dealership. Build a Street Bob® bobber and display it on your showroom fl oor. Consider outfi tting your bobber with Brass Collection; they give a motorcycle an authentic old-school-cool look and are the perfect complement to the new items featured here. You also can create a display focusing on these new accessories.

Your ability to provide customers with detailed information will be highly persuasive when they are considering a purchase. Prepare yourself to engage customers and sell these new P&A by reviewing the training and sales tools listed above.

!SALES TIP

Use the Screamin’ Eagle Amplify the Thrill (Part No. 94500180) brochure to explain the different stages of engine

performance upgrades. It’s located at h-dnet.com® > Departments > Parts & Accessories > Program Materials > Screamin’ Eagle Street Performance >

Path to Performance

*TRAINING RESOURCES

Harley-Davidson University® online course 1878, PACE-O 2106 2018.5 Parts & Accessories Product Knowledge

On h-dnet.com

» January 2018 New Products catalog

» January 2018 New Product Overview Sheets

On the Dealer Marketing Engine

» New product videos

» 2018 Customized P&A Inspiration Bike Hang Tags

On the Service Information Portal

» Handlebar Installation Requirements

Willie G Skull Collection

Top: Screamin’ Eagle Street Performance Slip-On Muffl er - Street Rod Model, Part No. 64900683 Bottom: Screamin’ Eagle Premium Tapered Quick-Install Adjustable Pushrods with Gloss-Black Covers, Part No. 17900073

When riders take their bikes out of seasonal storage, the demand for Harley-Davidson® Genuine Motor Parts and Accessories (P&A) is guaranteed to rise. This presents dealers with an opportunity to not only reconnect with these customers, but also inform them about the benefits of choosing H-D® P&A over all other options.

To effectively leverage this opportunity, dealers must anticipate which products the customers will need. The next step is to understand how H-D products differ from other brands’ offerings. Finally, dealers have to be able to demonstrate confi dence in their products, both in the showroom and in the service bays.

We sat down with Jon Barber, Lead Product Manager, for some insight into how to prepare for these seasonal rushes of customer traffi c as riders prepare to gear up for prime riding season.

Stock the Essentials“Consumables are a big deal because when people roll out and dust off their vehicles after long-term storage, they assess what maintenance items might need to be addressed,” Barber says. “They might discover that they have a dead battery or need to change the oil. Plus, many riders want to get their rides looking their best.”

This means that, along with needing common maintenance parts, such as oil fi lters and sparkplugs, customers will be on the hunt for surface care items. Glaze™ Poly Sealant (Part No. 93600026), Bug Remover (Part No. 93600022) and Gloss Detailer (Part No. 93600062) are three such items – all extremely useful for restoring a bike’s appearance after storage.

“The other big thing that should be on dealers’ radars is tires,” Barber says. “Just before peak season is the most common time for customers to replace them.”

The Harley-Davidson DifferenceUnlike the alternatives on the market, H-D P&A are developed and formulated exclusively for use with Harley-Davidson motorcycles. Effectively conveying the benefi ts of these specially developed items to customers is crucial.

ISSUE TWO | 2018 | 21

Model Key Feature Recharge Time (Hours)

750mA Supersmart Battery Tender

Superior to a traditional auto-parts store trickle charger because it turns itself on and off as needed

8-12

800mA Waterproof Battery Tender

Ideal for both short-term and seasonal storage, even if moisture sneaks into the storage area 8-12

1.25 Amp Weather-ResistantBattery Charger

Weather-resistant construction provides peace of mind in case of exposure to moisture during charging 4-8

1.25 Amp Battery Charging Station(Two bank)

Designed to fully charge and maintain one or two lead-acid motorcycle batteries at proper voltage 4-8

1.25 Amp Battery Charging Station(Four bank)

Designed to fully charge and maintain from one to four lead-acid motorcycle batteries at proper voltage 4-8

5 Amp Weather-ResistantBattery Charger

Weather-resistant construction, most powerful and fastest battery charger available from Harley-Davidson 1-2

Refer to the Harley-Davidson 2018 Genuine Motor Parts and Accessories catalog for detailed information, including prices

and part numbers, which may vary according to market.

The Best Batteries“For instance, our battery is designed specifi cally for H-D® motorcycles,” Barber says. “They’re not a general powersports design like you’ll see from other brands. These batteries have design features that are specifi c to the Harley-Davidson® motorcycle vibration profi le. That includes things like heartier connections and internal elements engineered around the attributes of these motorcycles. These are sealed, maintenance-free absorbed glass mat batteries.”

This robust design can become a value-added benefi t to customers over time. “Some customers try to save a few dollars by selecting another battery brand, but they’re likely to discover that the battery does not last as long as an H-D battery, so they’ll have to replace it sooner,” Barber says. “The value is in the life of the battery.”

A Harley-Davidson battery tender can extend the life of a battery for a customer. There are six different models that will do the trick, and each one is designed to prevent

overcharging. Refer to the Harley-Davidson 2018 Genuine Motor Parts and Accessories catalog for detailed information, including prices and part numbers, which may

vary according to market.

Changing Oil: Essential Engine Maintenance H-D lubricants offer many features that competitors’ lubricants don’t. While customers may have a preferred brand of oil, no other engine lubricant can claim it is made specifi cally for Harley-Davidson motorcycles. “Simply put, our SYN3® full synthetic oil is the best lubricant you can put in a Harley-Davidson motorcycle,” Barber says. “The additive package has been developed specifi cally to provide maximum performance and protection in Harley-Davidson powertrains. We have millions of miles of testing to back up these claims. SYN3 also offers the convenience of having to put only one product in the engine, transmission and primary.”

!SALES TIP

Use the More Than an Oil Change marketing materials to inform customers why the

5,000-mi (8,000-km) services are much more comprehensive than the typical at-home oil change. Find them at h-dnet.com‰ >

My Tool Box > Dealer Marketing Engine > Departments > Service > Toolkits > More Than

an Oil Change Campaign.

TRAINING COURSESRefer to the following Harley-Davidson

University® (HDU) online courses to learn more about motorcycle care, and the

advantages of H-D surface care products.

» Course 1170, PACE-O 115 P&A Surface Care Products – Washing and Drying Your Motorcycle

» Course 1171, PACE-O 116 P&A Surface Care Products – Protecting and Maintaining the Shine

» Course 1172, PACE-O 117 P&A Surface Care Products – Detailing Your Motorcycle

Best of all, these courses are FREE!

Premium Surface Care Products for the World’s Best Bikes!It’s easy for customers to assume that all surface care products are created equally, but that really isn’t the case. “H-D‰ surface care products are tested on every surface of Harley-Davidson‰ motorcycles,” Barber says. “For instance, Glaze™ Poly Sealant is formulated specifi cally for use with Harley-Davidson paint. Unlike a carnauba wax, which basically plugs up everything, Glaze allows the paint to breathe.” That’s especially important for chrome surfaces, which are porous. A clogging carnauba wax can act as a catalyst for corrosion on chrome.

H-D surface care products are formulated and tested to ensure they work as expected when used as directed. Those that are not compatible with certain surfaces have very clear warnings on the packaging. This ensures that customers are aware of the incompatibilities. That kind of peace of mind – those clear warnings and instructions – can go a long way for people who love their bikes.

Increase Visibility to Increase SalesThe fi rst step in getting these products into customers’ hands is to ensure that customers are aware of them. Seeing these items in your store will be many customers’ fi rst exposure to them. In addition to creating prominent and well-organized displays, dealers can maximize awareness of the products by showing customers how to use them.

“Demonstrate some of the surface care items when possible,” Barber says. “There are several products that are easy to demonstrate, and will leave a strong impression with customers based on how well they work.” For maximum impact, try this approach during dealership events or workshops when you have a large audience. Try doing a side-by-side comparison against other brands of surface care products to highlight the differences.

Express your confi dence in H-D consumable products by using them in your own shop. “If you use it in the back, you’ll sell it in the front,” Barber says. “Staying true to our oil, fi lters, batteries, tires and surface care products is something that customers are sure to notice. They will want the products your team of motorcycle professionals are using in the Service Department.” ISSUE TWO | 2018 | 23

We would be nowhere without our tires. All of our cornering, accelerating and braking depends on them, and when you really think about it, the surface area that touches the road is little more than the size of a credit card – both in length and width. Tires are one of the many critical safety items on a motorcycle.

The “T” in “T-CLOCS◊”It makes sense then, that “T” is the fi rst letter in the Motorcycle Safety Foundation T-CLOCS pre-ride inspection checklist. The “T” stands for “Tires and Wheels” because they mean everything to a rider’s safety. They’re also subject to more abuse than any other component.

Tire ConditionTires and Wheels Controls Lights Oil Chassis Stands

Inspecting tires involves slowly spinning through a full rotation and carefully looking at every inch of them, including their sidewalls. You are looking for absolutely anything that might cause those tires to fail, such as the issues below.

• Tread Depth: Wear bars will indicate when the tires need to be replaced

• Wear: Any wear patterns that could indicate misalignment, or under/over infl ation

• Weathering: “Checks” or cracks in the sidewalls or between the treads

• Bead Seating: Even seating where tire beads meet the wheel rim

• Bulges: Protrusions or bulges in the sidewalls that indicate tire carcass failure

• Embedded Objects: Nails, screws or other objects in the tire

Tire Infl ationOnce you’re satisfi ed with the condition of the tires, check the infl ation to make sure it is within specifi cation as indicated in the owner’s manual or service manual.

Check tire infl ation with a Harley-Davidson® tire pressure gauge, such as the Digital Tire Pressure Gauge (Part No 75158-10). It’s backlit, so it’s easy to read in the dark, features a 12-in (30.5-cm) braided hose for easy reach, and has a de-infl ation stem on the gauge to make defl ating the tires easier.

WARNING: Use only Harley-Davidson specifi ed tires. Using nonspecifi ed tires can adversely affect stability, handling or braking, which could result in death or serious injury.

Replace tires when you can see:

� Tread wear indicator bars on the tread surfaces

� Tire cords or fabric through cracked sidewalls, snags or deep cuts

� A bump, bulge, split, puncture, cut or other damage to the tire

Stick with the Best: H-D‰ Co-Branded TiresOnly Dunlop® and Michelin® work with Harley-Davidson to co-develop motorcycle tires for our vehicles based on performance objectives relevant to the vehicle year, model, type of riding, and different road and weather conditions.

Tire selections are validated through countless lab tests and tens of thousands of road-test miles. When a tire fi nally passes all required tests, it qualifi es for installation on a specifi c range of years and models of Harley-Davidson motorcycles as either Original Equipment or as a recommended replacement tire.

Having two certifi ed tire suppliers gives owners of certain models two different choices when it’s time to replace the tires. For instance, some models include Dunlop tires from the factory, but customers can choose to replace them with Michelin tires, and vice versa.

Only Dunlop or Michelin tires are recommended for Harley-Davidson motorcycles.

Refer to the chart, “Original Equipment and Recommended Replacement Tires” in the Garage section of the Harley-Davidson 2018 Genuine Motor Parts and Accessories catalog to help customers select the correct co-branded replacement tires.

ISSUE TWO | 2018 | 25

Watch Your Wheels While tires provide the traction, wheels are yet another critical safety item on a motorcycle. They’re subject to damage from potholes and the forces of cornering, steering and braking. Different styles of wheels require different safety checks.

Laced Wheels: Look for any missing, broken or bent spokes.

Cast Wheels: Inspect wheels for any cracks, dents or abrasions.

For all wheels:

• The right and left shoulder of each wheel rim should have no more than 5 mm of “runout,” which is measured by spinning the wheel rim against a stationary pointer.

• Check the wheel bearings by elevating the wheel and placing a hand on the top and bottom of the tire. Flex the wheel by pushing the top and pulling the bottom in one direction, and then the other. There should be no lateral movement of the axle or hub. Spin the wheel. A clicking or growling noise indicates that the wheel bearings need service.

• Check the bearing seals for evidence of cracks, tears or excessive grease outside the bearing.

Wheel and Tire CareHelp customers keep motorcycle wheels clean by recommending the Harley-Davidson® surface care products that make the chore of detailing wheels much easier.

Wheel & Tire Cleaner (Part No. 93600024) loosens and washes away accumulated road grime. Wheel & Tire Cleaner is water activated, so rinse the wheels with water fi rst, liberally spray your wheels, and give it a minute to work its magic!

Next, scrub the wheels and tires with our Wheel and Spoke Brush (Part No. 43078-99), made from natural Tampico fi bers that won’t scratch paint or chrome. It is designed to work great on spoke and cast wheels. In addition, the Cleaning Brush Kit (Part No. 94844-10) offers three unique brush shapes and styles that make cleaning wheels faster, easier and more effective.

Reinforcing the MessageRegularly inspecting and caring for wheels and tires provides an opportunity for riders to prevent any potential maintenance issues before they turn into major problems.

Show customers that you have their well-being in mind by demonstrating your ability to conduct a comprehensive tire and wheel inspection. Also, encourage them to inspect their vehicles before every ride.

Review and follow the Service Walk-Around at Drop-Off (General Service) process and document the vehicle’s condition on the Harley-Davidson

Multi-Point Inspection Report.

� Find both at h-dnet.com® > My Tool Box > HDCX Operations Guide.

TRAINING TIPComplete the following Harley-Davidson University® (HDU) online courses to help broaden your knowledge of motorcycle tires and wheels.

» Course 1105, Motorcycle Safety

» Course 1235, PHD-O 111 Tires and Rims

» Course 1238, PHD-O 118 Wheel Lacing and Truing

» Course 1174, PACE-O 119.14 Harley-Davidson Co-Branded Tires

These courses are FREE.

GET THE MOST FROM YOUR SHOPTALK SUBSCRIPTION:

Take the Quick Quiz to

test what you learn from

each issue. Each quiz

is recorded on your

Harley-Davidson

University® (HDU)

transcripts, so you can

show your supervisor,

co-workers and

customers that you are

committed to ongoing

training with ShopTalk.

After logging in to

HDU Online, search

the catalog for

“SHOPTALK-O 2018

Issue 2” to find the

quiz for this issue.

1 The term “________” originated when early motorcycle customizers removed or shortened the fenders.

A Chopper B Bobber C Greaser D Gasser

2 The Softail® ________ model, with its cut-down fenders and laced wheels, is the perfect starting point for building a fully outfi tted bobber to display at your dealership.

A Breakout®

B Fat Bob®

C Deluxe D Street Bob®

3 The brown pull-up leather used for the Single-Sided Swingarm Bag and the Antique Brown Leather Solo Saddle lightens in color when stretched or pulled, giving a distressed, aged look.

A True B False

4 The Spring Saddle Installation Kit includes a polished stainless-steel hinge that enables smooth opening and closing, so customers can ________.

A Store small items under the saddle B Easily access the rear suspension

for adjustment C Remove the battery D All of the above

5 The Screamin’ Eagle® Premium Tapered Quick-Install Adjustable Pushrods with Gloss-Black Covers provide enhanced clearance at the cylinder head, allowing the use of a ________.

A Higher lift cam B Larger exhaust valve C Thicker head gasket D All of the above

6 The new HOG™ Booster Portable Battery Pack ________.

A Includes spark-proof and reverse polarity-protected connections that help protect the bike’s electrical system

B Will provide up to 20 starts on a single charge

C Can power and charge devices with a USB connection

D All of the above

7 Which of these is not a focus of the Spring 2018 Customization for Style Campaign?

A Screamin’ Eagle Street Cannon Muffl ers B One-Piece Tall Rigid Mount Sissy Bar

(and optional Backrest Pad) C Fat Ape and Fat Mini-Ape Handlebars

and Riser Kits D Bobber Solo Seat with Spring Mount

Install Kit or Rigid Mount Add-On Kit

8 There are ________ different rear suspension adjustment methods for 2018 Softail models.

A Two B Three C Four D Five

9 In general, a rider should ________ preload to accommodate more total load (which includes the rider, passenger and cargo).

A Not adjust B Decrease C Increase D None of the above

10 According to Jon Barber, Lead Product Manager, the most common time for customers to replace tires is ________.

A Just before peak season B Just after peak season C Midseason D At the end of the season

Quiz continues on back page

SHOPTALK ® QUIZ

ISSUE TWO | 2018 | 27

11 The recharge time for the 5 Amp Weather-Resistant Battery Charger is ________.

A 30 minutes or less B 1-2 hours C 3-4 hours D 12 hours

12 H-D‰ surface care products that are not compatible with certain surfaces have very clear warnings on the packaging.

A True B False

13 The rider and passenger ________ includes the airspace around their bodies.

A Triangle B Circle C Environment D Field of view

14 Heated hand grips feature variable heat settings, and use automatic temperature-monitoring to adjust to ambient temperatures.

A True B False

15 ________ are the most effective method for customers to experience Screamin’ Eagle® performance upgrades as well as windshields, wireless headsets, seats, passenger pillions and heated gear.

A In-dealership demonstrations B Product videos C Pre-accessorized bikes D Test-rides

16 Ways to integrate your Service Department into Demo Days and Open Houses include ________.

A Holding a workshop that features products and services that can be performed quickly

B Offering free visual service inspections C Offer a fi t assessment D All of the above

17 What are signs that tires need replacing?

A Visible wear bars B Tire cords or fabric through cracked

sidewalls, snags or deep cuts C A bump, bulge, split, puncture, cut or

other damage to the tire D All of the above

18 The right and left shoulder of each wheel rim should have no more than ________ of “runout.”

A 3 mm B 5 mm C 7 mm D 9 mm

19 Ways to make motorcycle delivery to customers a premium experience include ________.

A Programming their favorite radio stations as presets

B Escorting them on their trip home C Programming your dealer information

into the Boom!™ Box list of contacts D All of the above

20 For vehicles that have been at the dealership for service or storage, ________ so that reprogramming radio presets, deactivating heated accessories or restoring other customer preferences before delivery to the customer becomes second nature.

A Keep detailed records in your Dealer Management System

B Have customers complete a checklist regarding the vehicles’ setup

C Take photographs of all sides D All of the above

Call the ShopTalk

Program Headquarters

at (800) 842-0347 with

any questions regarding

ShopTalk or the Quick

Quiz. Please do NOT call

HDU. Dealers outside

of the U.S. can contact

ShopTalk via email at

hdshoptalk@dcim.com.

QUICK QUIZ SHOPTALK ® QUIZ CONTINUED FROM PAGE 27

Answers to the ShopTalk Issue One 2018 Quick Quiz.

1. A 2. B 3. D 4. C 5. D 6. A 7. D 8. A 9. C 10. C 11. A 12. D 13. B 14. D 15. A 16. D 17. B 18. A 19. D 20. B