PARTS 2012

2012

A supplement to

Where, How & WhyYour Customers Buy

CONTENTSAir & Oil Filters 2A/C Compressors 4Batteries 6Belts & Hoses 8Brake Friction 10Catalytic Converters 12Chassis Parts 14

Clutch Kits 16Condensers/Radiators 18Coolant System Fix 20Fuel Pumps 22Hand Cleaner 24Gaskets 26Motor Oil 28O2 Sensors 30

Shocks & Struts 32Spark Plugs 34Starters & Alternators 36Timing Belts 38TPMS 40Wheel Hub Bearings 42Wiper Blades 44

Copyright 2012, Babcox Media, Inc.COUNTERMAN is published monthly by Babcox Media, Inc., 3550 Embassy Pkwy., Akron, OH 44333.

2012

Professional

Automotive

PA

Survey S

Repair RTechnician

T

Twelve years ago, Counterman began surveying repair shops and technicians annually to determine where,how and why they source specific automotive parts and products. The resulting data has been publishedevery Fall in The Professional Automotive Repair Technician Survey (P.A.R.T.S.). Counterman surveyed 150 technicians for this year’s study.

Sales Key: Where, How & Why They Buy

P U B L I S H E RScott Shriber330-670-1234, Ext. [email protected]

E D I T O R I A LMark PhillipsEditor330-670-1234, Ext. [email protected]

Amy AntenoraManaging Editor330-670-1234, Ext. [email protected]

B A B C O X R E S E A R C HBob RobertsMarket Research Manager330-670-1234, Ext. [email protected]

G R A P H I C D E S I G NLisa DiPaoloGraphic Designer330-670-1234, Ext. [email protected]

A D V E R T I S I N G S E R V I C E STina PurnellAdvertising Services Manager330-670-1234, Ext. [email protected]

C I R C U L A T I O N S E R V I C E SBrad Mitchell, Director of eMedia & Audience Development330-670-1234, Ext. [email protected]

Pat Robinson, Circulation Manager330-670-1234, Ext. [email protected]

Ellen Mays, Circulation Specialist330-670-1234, Ext. [email protected]

C O R P O R A T EBill Babcox, PresidentGreg Cira, V.P., Chief FinancialOfficer, SecretaryJeff Stankard, V.P.Beth Sheetz, Controller

I N M E M O R I U M Edward S. Babcox (1885-1970)

FounderTom B. Babcox (1919-1995)

Chairman

Stocking TrendsThis number shows the percentage of repair shopsthat actually stock this product on-site.

Sourcing CriteriaShops choose a particularsource for a variety of reasons.This data reveals what thosecriteria are: quality of sales reps,fast delivery, availability, etc.

Who’s the Primary Source?Repair shops source product from many entities —jobbers, retailers, WDs, etc. Thisdata details exactly where shopssource a given part or product.

Number of JobsThis data reflects the averagenumber of jobs repair shops perform on a monthly basis foreach product category.

Number of SourcesThis data reveals how manysources the average repair shopuses for a particular productcategory.

Analysis & ConclusionsCounterman editors have analyzed thedata and come up with some conclusions about the buying habitsof repair shops. See what the trendsare and how this information can benefit your business.

Buying CriteriaShops buy products forspecific reasons. This showswhat those criteria are: price,store recommendation, brandpreference, etc.

2 P.A.R.T.S 2012 www.counterman.com

Median Number of Jobs PerMonth Requiring This:

Shops That Stock This Part

Average Numberof Sources30 89% 2.6

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other

Why is that primary source a shop’s first call?What is a shop’s primary source?10% 20% 30% 40% 50% 60% 10% 20% 30% 40% 50%

Fastest Delivery

Best Sales Reps

It’s AlwaysAvailable

It’s the OnlySource

Liberal Returns

Policy

Since results have been rounded, not all totals will equal 100 percent.

Ninety-five percent of shops surveyed change oil and air filtersand having plenty in stock is important to technicians. Trusthandily beats out the other crite-ria for how technicians choose aparticular brand.

Oil and air filters are neck andneck with oil itself as having thehighest number of jobs permonth (median) at 30.

I Trust My Source to Choose the Brand

It’s the Lowest

Price

I’ll Use Whatever

is Available

I Only Use the Brand

I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%

How do technicians choose the brand they install?

44%

16%

20%

4%

8%

8%

29%

34%

30%

5%

2%

12%

14%

5%

69%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Oil & Air Filters

Results2012

www.counterman.com/ASAP for reader service




Average Numberof Sources3 14% 3

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy


When Counterman surveyedtechnicians back in 2007, brand preference came in at 60 percent.Clearly, five years later, it’s become more important thanever. Brand recognition amongtechnicians in this category hasbecome paramount.

And, jobbers are increasinglylooked to as distributors of A/Ccompressors.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


47%

14%

24%

3%

5%

7%

26%

37%

34%

2%

2%

19%

6%

74%

1%

42%

10%

20%

10%

4%

14%

17%

44%

33%

2%

4%

14%

6%

6%

73%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

A/C Compressors

Results Results2011 2012






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



Ninety-four percent of shops surveyed by Counterman magazine replace batteries.

Brand recognition is enormous inthe battery category. Only a fewother categories rank this high.Those are Spark Plugs (86 percent) and Shocks & Struts(86 percent). Timing Belts and Chassis Parts also came in at 83percent.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


43%

9%

34%

1%

0%

14%

22%

35%

34%

3%

6%

13%

5%

80%

3%

29%

13%

33%

5%

3%

17%

21%

34%

35%

8%

2%

12%

2%

3%

83%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Batteries






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



Belts and hoses, being commonrepair items, are stocked fairlywell at the shop level, as far asfast-moving SKUs are concerned.

Jobbers by far are seen as thebiggest source in this category. Asthe number of SKUs has increased in this category, however, shops cannot stockeach and every belt and hose.This is why a source’s ability tohave the parts in stock, fast delivery and competent counter professionals are paramount.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


59%

15%

15%

1%

5%

6%

32%

34%

33%

1%

1%

13%

4%

81%

3%

46%

19%

19%

4%

6%

6%

29%

34%

33%

2%

2%

13%

5%

1%

81%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Belts & Hoses






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



Brand is the name of the game in brake friction. Technicians, sensitive to brake comebacks,tend to stick with brands theyknow.

With 99 percent of shops doingfriction installation, it’s imperativethat the right friction is availablewhen it’s needed.

Only a few categories scorehigher in regard to jobbers beingthe most frequent source of friction.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


48%

17%

21%

5%

5%

4%

24%

36%

36%

2%

3%

16%

3%

81%

0%

49%

16%

16%

4%

10%

5%

34%

30%

31%

2%

3%

9%

4%

1%

86%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Brake Friction






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy

Results2012


The catalytic converter is likelyone of the most important emission control devices on a vehicle. Its purpose is to clean uppollutants in exhaust.

Most late-model OBD II converters should last upward of150,000 miles under normal driving situations. However, eventually, they will fail.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


35%

4%

28%

16%

6%

11%

14%

41%

32%

12%

1%

13%

10%

4%

73%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Catalytic Converters






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



Like many categories, brand istops in chassis parts. A largenumber of chassis parts such asball joints and steering components come from jobbers, however WDs and retailers alsoare big sources.

Availability is key as to why a certain source is chosen over another. A knowlegeable staff,deep inventory and fast deliveryare key in this category.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


52%

14%

22%

2%

5%

6%

22%

37%

35%

2%

3%

16%

4%

79%

1%

51%

13%

17%

3%

10%

6%

30%

31%

35%

1%

3%

9%

7%

1%

83%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Chassis Parts






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



A low percentage of shops stockclutch kits, which is correlated toa low median number of jobsperformed monthly.

However, when they’re needed,they’re needed and availability,fast delivery and a knowledgeable counter staff aretops.

This category has one of the lowest number of sources forshops, meaning once theychoose a source, they tend tostick with it.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


44%

14%

17%

8%

6%

11%

17%

41%

38%

0%

5%

15%

7%

77%

1%

45%

14%

15%

2%

12%

12%

26%

30%

39%

2%

3%

13%

6%

1%

80%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Clutch Kits






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy

Results2012


Radiator repairs are expensiveand it has become more popularto just replace them. Aftermarket replacement radiators are available in a wide variety of materials, designs and sizes.

Some replacement radiators provide improved cooling performance with additionalrows of tubes, added thicknessand/or a more efficient design.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


35%

15%

24%

3%

9%

14%

28%

30%

37%

3%

2%

15%

9%

7%

69%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Condensers & Radiators






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy

Results2012


Counterman research shows thata full 91 percent of shops perform coolant system repairs.While about half of the shops report having parts on-hand todo them, availability is key tothese jobs.

Brand awareness and trust arevery high in this category, andjobbers have a commanding leadas providers of coolant system fix.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


44%

20%

15%

2%

5%

14%

25%

28%

39%

7%

1%

7%

9%

9%

75%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Coolant System Fix






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy

Results2012


A higher percentage of shops arestocking fuel pumps than in yearspast, however, technicians stillrely on distribution to get theparts they need.

Some replacement pumps maynot look exactly the same as theoriginal. That’s because some fuelpump suppliers have replacedolder designs with newer, moreefficient designs to consolidateSKUs. The appearance doesn’tmatter as long as the replacement pump meets the vehicle manufacturer’s pressureand flow specifications.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


50%

14%

17%

7%

7%

5%

24%

39%

33%

2%

2%

15%

2%

2%

81%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Fuel Pumps





Average Numberof SourcesN/A N/A 1.5

Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy

Results2012


Technicians need a good, heavy-duty hand cleaner to get rid ofthe grease and soil that goeshand-in-hand working in the automotive aftermarket repairworld.

Technicians are very brand conscious in sourcing handcleaner and use a small numberof sources to acquire it. Here is acategory where jobbers, retailersand WDs stand to make inroads.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


25%

8%

23%

0%

3%

41%

14%

31%

36%

17%

2%

17%

6%

4%

73%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Hand Cleaner






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy

Results2012


A relatively small percentage ofshops stock gaskets on-site.

Replacing a head gasket entails aconsiderable amount of labor. It’sprobably no surprise that technicians say a good sales andcounter staff are integral in making the decision in this category.

Shops trust the source to choosethe brand they install more so ingaskets than in any other category Counterman magazinesurveyed this year.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


52%

16%

16%

7%

5%

4%

23%

40%

32%

3%

2%

18%

4%

2%

76%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Gaskets






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



Brand trust is huge with motor oiland as Counterman has surveyedtechnicians on this categorythroughout the past several years,it’s only gotten more so.

WDs shine in the motor oil category, as it’s the biggestsource of motor oil to shops.

Availability, speed of delivery andhaving the best sales and counterstaff are big reasons a particularsource is chosen over another.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


27%

13%

35%

2%

1%

24%

18%

35%

40%

5%

2%

12%

8%

76%

5%

25%

13%

35%

1%

1%

25%

21%

32%

36%

9%

2%

8%

12%

1%

79%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Motor Oil






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



Brand trust and recognition arehighly important in the oxygensensor category.

Most late-model vehicles do nothave a recommended replacement interval for oxygensensors, though some oxygensensor manufacturers do say thatreplacing O2 sensors at highmileage is a good way to assurepeak performance and fuel economy.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


53%

14%

17%

6%

6%

4%

27%

38%

33%

1%

1%

16%

6%

77%

1%

52%

13%

18%

6%

8%

3%

20%

35%

41%

3%

1%

17%

4%

0%

79%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Oxygen Sensors






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



Pre-assembled or pre-loadedstruts have become very popularover the past few years as theycontain all-new components inan all-in-one package. This notonly makes repairs faster but ensures all parts that need to bereplaced are.

Technicians are very brand-conscious and brand-aware inthis category.

Jobbers are frequently the sourcefor these components, which ensure a safe and comfortableride.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


50%

16%

19%

4%

6%

6%

22%

39%

34%

0%

4%

14%

6%

76%

4%

46%

20%

17%

2%

10%

5%

29%

32%

36%

1%

2%

7%

5%

2%

86%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Shocks & Struts






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



Spark plugs are lasting longerthan ever, but at some point, theystill need to be replaced.

Ninety-four percent of shops surveyed say they install sparksparks.

Spark plugs is one of the categories where brand trust andawareness is highest amongtechnicians and is the reasonthey choose a particular brand.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


50%

13%

21%

6%

6%

4%

23%

38%

37%

0%

2%

13%

6%

80%

1%

47%

21%

13%

5%

10%

4%

35%

32%

31%

0%

2%

7%

5%

2%

86%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Spark Plugs






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



There is strong brand loyalty inchoosing starters and alternators.

Rotating electrical parts such asstarters and alternators oftenhave to be replaced on older,high-mileage vehicles.

When a new or remanufacturedalternator is installed on a high-mileage vehicle, recommend anew drive belt, too.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


52%

16%

21%

0%

2%

8%

27%

40%

30%

3%

1%

16%

4%

78%

2%

46%

18%

16%

4%

7%

9%

20%

37%

36%

2%

5%

11%

5%

2%

82%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Starters & Alternators






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy

Results2012


Many vehicles will require a timing belt replacement at the100,000- to 120,000-mile interval.

Timing belt sales can be excellentopportunities for selling relatedparts.

In surveying technicians in thiscategory, we found technicianstend to be very brand-loyal andjobbers to be a frequent sourcefor timing belts.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


47%

15%

14%

11%

7%

6%

20%

41%

36%

3%

0%

13%

3%

1%

83%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Timing Belts






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy

Results2012


As Counterman has reported,more than 68 million vehicles onthe road today have direct TPMSsystems.

With the average age of a vehicleon the road lasting more than 10years, a vehicle with four TPMSsensors will have all of its TPMSsensors replaced during the lifeof the vehicle.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


36%

12%

12%

19%

4%

17%

27%

30%

30%

9%

4%

13%

3%

10%

74%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

TPMS






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy

Results2012


The wheel bearings on most late-model front-wheel drive (FWD)and rear-wheel drive (RWD) carsand trucks are part of a sealedhub assembly or are inside asealed cartridge mounted in thesteering knuckle. Unlike the serviceable wheel bearings inolder vehicles that could be removed, cleaned and inspected,most wheel bearings today aresealed for life.

Jobbers tend to be the go-tosource for bearings, as our research shows. Technicians arevery brand-conscious aboutwheel bearings.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


50%

15%

17%

4%

9%

5%

30%

31%

35%

1%

3%

10%

7%

1%

82%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Wheel Hub Bearings






Jobber

Retailer

WD Direct

Car Dealership

Expediter

Other


Fastest Delivery

Best Sales Reps



Liberal Returns

Policy



Most wiper blade suppliers todayhave a broad product line that includes a range of traditionalframe-style blades with variousprice points and features and arange of beam-style blades alsowith various price points and features. Many also offer specialblades for rear wipers on hatchbacks, minivans, CUVs andSUVs and winter blades.

Even though 80 percent of shopssurveyed stock wiper blades,technicians still citeavailability of them as high ontheir list.


It’s the Lowest

Price

I’ll Use Whatever

is Available


I Trust

10% 20% 30% 40% 50% 60% 70% 80% 90%


50%

16%

18%

1%

3%

12%

28%

34%

33%

3%

2%

14%

8%

69%

9%

39%

17%

22%

4%

8%

10%

28%

33%

32%

5%

2%

12%

14%

8%

66%

Bran

d Cr

iteria

& A

naly

sis

Sour

cing

Crit

eria

Wiper Blades



Documents

PARTS 2012