SALES • MARKETING • ENGINEERING SERVICES

QUALITY ASSURANCE • FINANCE • MANUFACTURING

DURO-LAST®

CATALOGCAPABILITIES & SERVICES

Providing the Best Contractor Support in the Roofing Industry

Manufacturing

For over 30 years, Duro-Last Roofing, Inc. has taken pride inproviding our authorized contractors and Independent SalesRepresentatives with exceptional sales, marketing, engineering,quality assurance, and technical support.

To succeed, contractors and Independent Sales Reps need avariety of tools to promote their businesses, compete on roofingprojects, and effectively complete job installations. We are con-tinually working to improve these tools, making our contractorsand Independent Sales Reps better businesspeople, better installersof Duro-Last roofing products, and marketers of their businessesand Duro-Last in their communities.

The information in this booklet will give you a better under-standing of the services, training, and literature Duro-Last offers to help you successfully sell and install our roofing systems.

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SERVICESCAPABILITIES

inance

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The Duro-Last sales staff offers an extensive array of services and support. Customer Service Representatives(CSRs), Regional Sales Managers and Coordinators, Independent Sales Representatives, and the rest of the Duro-Last sales management team stand ready to help our contractor customers with all their Duro-Last roofing needs.

The CSR staff is the starting point for addressing our customers’ sales needs, and is available Monday-Friday,from 7:00 a.m. to 9:00 p.m. Eastern Time to answer questions, provide support, and direct contractors to theappropriate resources at Duro-Last.

Field Sales ServicesThe Duro-Last Sales Department and our Independent Sales Representatives offer authorized contractors

several "in the field" services, including:

Contractor sales seminars: Regional, local, and individual education and training seminars are designedto prepare our contractors’ salespeople to sell and market the Duro-Last roofing system using supporttools that are available.

Tag-team sales presentations: One of the best methods to educate building owners and specifiers is forcontractors and independent representatives to call on them together. This “tag-team” approach is alsoa good method for contractors to learn how to conduct Duro-Last sales presentations.

Building owner/specifier seminars: These are similar to tag-team presentations but done with multipleend-users, at times in conjunction with a luncheon. It is an excellent method to address multipleprospects at one time.

Technical sales field trainings: This hands-on roof installation training seminar is excellent for acontractor’s rooftop crews and sales staff. It can also be customized to present Duro-Last’s uniqueinstallation method and prefabrication advantages to end-users and specifiers.

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Order Support ServicesOrder support is the primary responsibility of the CSR staff, but any

member of the sales team can assist our customers in this area. For ordersupport, CSRs can help with:

• Order advice, clarification, review, and coordination• Product specification compliance • Price quotes• Literature and product sample requests

Rooftop Sales SupportThese services can help contractors use their time on the roof effectively:

Rooftop measuring education: To get the maximum benefit from Duro-Last's custom fabrication, the salesteam can educate contractors on how to effectively measure a roof.

Pre-bid roof walks: Available on projects where rooftop evaluations are required by the building owneror specifier.

Core-cut and pull-test support: Contractors are responsible for conducting core and pull-tests on everyproject to properly bid the job and prepare for installation. Pull-testers and core-cutters are availablefrom Duro-Last, as well as training on how to use them.

Rooftop seminars: One of the best methods to sell prospects is to have them watch an installation. Theycan see a crew in action and learn the benefits of Duro-Last’s prefabricated roofing system.

General Sales Tools“Gwiz Kit”: - This briefcase contains essential roof componentsto show decision makers that Duro-Last’s custom fabricatedsystem is their best roofing option. Lap samples, the roundstack, and the briefcase curb help demonstrate the advantagesof our prefabricated system. Also included are fasteners, edgedetails, color samples, and other roof components.

Literature and material samples: Duro-Last provides samples of printed material and membrane to allcontractors upon request. Larger quantities should be paid for directly or credited through the Duro-Last Ad-PLUS Incentive Program. Many items can be personalized with contractor contact information.

PowerPoint presentations: Duro-Last has developed building owner and specifier presentations that arevery effective for group opportunities. They are available on the multimedia marketing CD referred toin the Marketing section of this booklet.

Proposal Writer Software: Duro-Last contractors can setthemselves apart from their competition by creating anorganized, educational, and professional bid package.The Duro-Last Proposal Writer is an easy method to“point and click” your way to a customized proposal,and can be purchased through the Ad-PLUS IncentiveProgram.

Trade show booths: Booths are available for contractor useat local trade shows, community meetings, and otherevents. Booths should be reserved well in advance toensure availability.

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Cool Zone® Roofing System Sales ToolsThroughout Duro-Last’s history, energy-efficiency and cost savings due to roof reflectivity have benefited

thousands of building owners. Our Cool Zone roofing system continues to be a leader in sustainable roofing.Cool Zone sales tools include:

Reflectivity light test kit: This briefcase includes samples ofour Cool Zone membrane and black membrane, lights,and thermometers that measure heat gain for both roofingmaterials. This simple “white roof vs. black roof” comparisondemonstrates the benefits of a white reflective roof.

Energy-efficiency literature: Duro-Last is a charter partner in the EPA’s ENERGY STAR® Roof ProductsProgram, a charter member of the Cool Roof Rating Council, and a member of the U.S. Green BuildingCouncil. Several literature pieces are available to Duro-Last contractors to promote the Cool Zoneroofing system to their customers.

Energy-efficiency and life-cycle costing PowerPoint programs: These slide presentations provide aprofessional, organized look to end-users and specifiers. The energy-efficiency presentations areavailable on the multimedia marketing CD referred to in the Marketing section of this booklet.Life-cycle costing presentations are available upon request.

• Sales advice/suggestions/support

• Contractor project history

• Specification creation and review support

• Specification submittals

• Telemarketing education and training

• Problem-solving: product, sales,and technical

• Lead and business development programs

• Lead and contact management

• Roofing industry information andproduct comparisons

• Tours of Duro-Last headquarters andproduction facilities for building ownersand other key specifiers (transportation isprovided)

• Business plan development

• References

• Training and education for all Duro-Lastservices and support

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ER SALES-RELATED SERVICES Below is a partial list of other services that are available. For more information contact the

Duro-Last sales staff.

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Contractors count on the Duro-Last Marketing Communications Department for the materials and supportthey need to develop a powerful presence in their local markets. Resources include:

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Our wide variety of print materials will help tell theDuro-Last story to virtually any prospect.

Ad-PLUS Incentive ProgramDuro-Last offers the Ad-PLUS Program for authorized contractors to advertise, publicize, and promote the

Duro-Last roofing system in their local markets. Once contractors reach a predetermined amount of Duro-Lastsales, they become eligible for the Ad-PLUS program, which reimburses contractors for local marketingexpenses, including the programs described on these pages.

Print AdvertisingIf your marketing plans call for promoting your business and Duro-Last in local newspapers, magazines, or

trade journals, we can provide you with a print advertisement of virtually any size. We can also design job sitebanners, business cards, and other print materials.

Electronic Advertising / MultimediaDuro-Last has several radio and television spot advertisements that can be

personalized with your business contact information. You can see and listen tothese in the Ad-PLUS section of the Duro-Last web site.The Duro-Last multimedia CD contains PowerPoint presentations, customer

testimonials (video and print), Duro-Last job photos, marketing literature, andother materials. The disk can be tailored to include your own company-specificmessages, photos, and other information.

LiteratureOur wide variety of print materials can help contractors present the Duro-Last

story to virtually any prospect. Mailers, brochures, booklets, case studies, articlereprints, and other literature cover the entire Duro-Last product line. These piecescan be viewed in the Marketing Materials section of the Duro-Last web site. Foryour direct mail program, Duro-Last can also obtain contact lists.

Do you have other ideas for promoting your business? Give us a call and let the Duro-Last MarketingCommunications Department help bring those ideas to reality.

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Personalized Mailers and Custom Literature from Creative Impressions®Duro-Last’s capabilities include the resources of Creative Impressions

Printing, Silkscreen and Embroidery (CI), a JRB Enterprises company. Ourcollection of industry specific mailers can be personalized by CI with yourcontact information. It’s an inexpensive way to reach decision makers inyour area. If you need a special piece of literature to promote your business,CI can create it for you, designing anything from brochures to flyers to mailers.

Promotional ItemsCreative Impressions can place your company’s logo or message on virtually any promotional piece. If you’re

looking for just the right item to give away at a local trade show or for clothing pieces to promote your business,look to CI. Design, printing, and promotional items from Creative Impressions are typically reimbursable through the

Duro-Last Ad-PLUS Incentive Program. Before beginning any project, it’s best to check with your Regional SalesCoordinator regarding your Ad-PLUS eligibility. Also, keep in mind that the more extensive your project, thelonger it will take to produce. Good advance planning can ensure your project is completed within yournecessary time frame.

PRINTING SILKSCREEN EMBROIDERY

The Engineering Services Department is committed to spearheadingDuro-Last’s industry leadership by creating roofing solutions that areengineered to the highest standards, using state-of-the-art research anddevelopment. Our goal is to ensure quality and consistency throughoutthe roofing assembly via effective testing procedures. We also helpshape the roofing industry through our influential relationships withnational standards-making organizations. Our goal is to equip Duro-Last’s sales teams and authorized contractors with premium productsand services, providing the competitive advantages necessary for you to succeed in the marketplace.

The Engineering Services Department is available Monday-Friday, from 7:00 a.m. until 8:00 p.m.,Eastern Time, and offers at no additional cost, support in these areas:

Research And DevelopmentWe explore improvements to Duro-Last’s existing roofing products and assemblies, as well as offer new

products and advance application techniques to help ensure success for Duro-Last contractors.

Roof Drafting And DesignWe deliver comprehensive roof layouts that are compliant with national building code wind loads and

Duro-Last specifications, as well as material take-offs for new construction and re-roof applications. We facilitate professional and accurate bids, and trouble-free installations.

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Roofing Product And Assembly TestingWe strive to ensure that every Duro-Last roofing

system complies with required specifications.

Technical SupportWe develop comprehensive solutions to complex

roofing situations, utilizing practical and economicalapproaches.

DocumentationWe provide technical guidance through the Duro-

Last online Specification Manual, Foreman’s PocketGuide and product installation guidelines.

ENGINEERINGSERVICES

Code Agency Relationships As proponents of our contractors’ best interests, we present a consistent voice to the major code agencies

and in the development of standards. We also assist contractors in “interpreting” code and regulatory agencyrequirements from such groups as the U.S. Green Building Council (USGBC), Single-Ply Roofing Institute(SPRI), National Roofing Contractors Association (NRCA), Cool Roof Rating Council (CRRC), and RoofConsultants Institute (RCI), Center for Environmental Innovation in Roofing (CEIR) and American Societyfor Testing and Materials (ASTM).

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ER SERVICES OFFERED

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QUALITY CONTROL /RESEARCH & DEVELOPMENT

COMPATIBILITY STUDIES

NEW PRODUCT DEVELOPMENT

ROOF ASSEMBLY TESTING

IN-HOUSE APPLICATORTRAINING

PLANT TOURS

HIGH WIND WARRANTIES

PRODUCT DEVIATIONS

QUALITYASSURANCE

The Quality Assurance Department (QA) is committed to educating our customers on the Duro-Last roofingsystem. Many no-cost services are available, including training, inspections, repairs, and installation guidance.QA’s trained office staff and approximately 75 Technical Representatives throughout the country haveextensive field experience, and offer unparalleled support, including:

TrainingComprehensive, no-cost training is available from QA to Duro-Last contractors. For training sessions conducted

at a Duro-Last location, lodging and lunch are provided at no cost to the contractor.

In-house training: Conducted over two days at a Duro-Lastlocation, this course is appropriate for new Duro-Lastcontractors, new hires, or those who need a “refresher.”Topics include system specifications, layout, ordering,installation, and other basic information.

New contractor training: All new Duro-Last contractors areentitled to 40 hours of free training with a Duro-Lasttrainer on the job site. Time may be used over more thanone project.

Re-trainings: This program is designed for contractors that may have had some employee turnover orlower-than-expected quality inspection scores. A Duro-Last Technical Representative will work with thecontractor on the job site for a couple days to bring the crew to a high competency level.

Proficiency training: These sessions are designed to help experienced contractors rise to the next levelof expertise. Duro-Last’s most experienced personnel are used, and training sessions normally last oneor two days.

In-shop training: These can be half or full-day sessions in the contractor’s shop, normally during the offseason. Specifications and installation issues are addressed. QA will supply the Duro-Last materials thatare required for this training.

Pull-Test SupportQA can schedule technical representatives to assist contractors with pull-tests. Duro-Last will supply the pull-

tester, fasteners, and documentation to determine Duro-Last fastening requirements for the roof installation.

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Specification DeviationsDuro-Last QA managers along with Duro-Last's Engineering Services Department evaluate and, if it is determined

to be a viable roofing solution, approve any specification deviation. (Product deviations are handled by theEngineering Services Department.) Contractor and Technical Representatives will be notified in writing of anydeviation approval.

InspectionsTwo no-cost QA inspections are available:

Interim inspections: These are intended to help contractorson larger roofing projects monitor progress and addressany issues that arise during the installation.

Warranty inspections: QA Technical Representatives provideinstallation inspections before issuing Duro-Last's industry-leading warranty. When the project passes the finalinspection, the tech rep will issue the warranty on the spot to the contractor.

Warranty Services Our trained office staff evaluates and addresses warranty service requests and dispatches our trained crews or

hires authorized contractors as necessary to make repairs.

Emergency RepairsOur Technical Representatives are trained to respond quickly and to make repairs in an emergency situation.

Issuing the Industry’s Best WarrantiesDuro-Last is so confident in the durability of our roofing systems

that we protect commercial and industrial installations with the bestwarranties in the industry. Our standard, comprehensive 15-year NoDollar Limit (NDL) warranty is transferable, has no exclusions forponding water, and provides coverage against consequential damagesthat result from defects in the Duro-Last material and/or installationworkmanship. Duro-Last also has 20-year warranties available.

AwardsThe QA Department recognizes outstanding contractor workman-

ship by offering Master & Elite Contractor Awards, which are givento contractors who consistently perform high-quality installationsand reach high sales levels. Contractors who achieve Master andElite status are eligible for additional warranty and marketingsupport, and training benefits. Contact Duro-Last’s QA or SalesDepartment for more information about these awards.

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inance

Accounts Receivable Activities managed by our Accounts Receivable Department include:

• Processing customer requests (e.g., faxing copies of invoices, statements,etc.), lien waivers, and tax-exempt certificates.

• Investigating and resolving customer payment disputes.

• When requested, working with contractors to obtain payments directlyfrom building owners.

• Working with contractors and our Quality Assurance Department torevoke warranties when our contractors have not been paid.

• Filing liens on behalf of customers for non-payment to them.

• Helping customers take advantage of Duro-Last's "prompt pay" discountopportunities through bank financing or requesting payment up-frontfrom building owners.

The Finance Department is committed to methods and policies that make it easy for our customers to dobusiness with Duro-Last. Ultimately, our goal is to provide opportunities that will improve the bottom line of ourcustomers.

In addition, the Accounts Receivable Department offers a variety of methods for customers to make accountpayments. Examples include accepting Automated Clearing House (ACH) payments and American Express,Visa, and Master Card charge cards.

Duro-Last’s Shipping/Invoicing Department is committed to ensuring that product shipmentsarrive at their destinations on time, and are invoiced expediently and accurately. Services that weprovide include:

• Managing shipments from all Duro-Last plant locations to our entire contractor network.

• Obtaining freight quotes from multiple sources, including less-than-truckload-lots (LTL)and flatbed companies.

• Maintaining strong and friendly relationships with shipping companies so that any “lostshipment”or other problem can be resolved quickly and to the satisfaction of all parties.

• Acting as a liaison between the Duro-Last Sales Department and our customerswhen necessary.

In addition to managing Duro-Last’s buying function with the goal of providing thelowest total cost to our customers, our Purchasing Department:

• Acquires and ships many products directly from the manufacturer to the job site onbehalf of the contractor.

• Provides information on specific product items and facilitates communication asnecessary between contractors and vendor product experts.

• Gives our contractors and Independent Sales Representatives professional service,support, and information in the procurement of goods and the tracking of materials.

• Arranges trucking and delivery service to customers as necessary and when feasible.

SHIPPING/INVOICING

PURCHASING

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We ensure that orders are correct and packaged appropriately before being shipped.

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Manufacturing

Duro-Last is committed to providing our customers with the “World’s Best Roof”®. Our goal, throughstringent quality control standards, is to manufacture roofs that will perform consistently year after year.Cutting edge automated production equipment allows us to continually improve the quality and service thatthe “World’s Best Contractors” have come to expect. We are committed to the philosophy of Duro-Last founderJohn Burt: “Superb customer service and an excellent product are what make us successful.” Our manufacturingoperation will not lose sight of this.

Duro-Last has four manufacturing plants that deliver high quality service to our entire contractor network,providing a “one-stop shop” for all roofing system components. Our capabilities include:

• Custom prefabrication of every roofing project to fitrooftop specifications precisely. Up to 85% ofmembrane seaming is performed under ideal,controlled factory conditions. Our custom fabricationalso includes the production of flashing details andother components;

• Roof sections manufactured in sheets up to 2,500square feet in size, depending on the application;

• Production of sheets in unique shapes toaccommodate irregular roof layouts;

• Multiple, custom packaging options;

• Five-day standard service, with many orders rushed sooner, and

• Same day shipping on accessory and stockroom items.

To ensure quality at the onset, thiscalender machine distributes film evenly.

Knitting machines knit a polyester weft-inserted scrim.

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Grants Pass,

Oregon

Jackson,

Mississippi

Saginaw,

Michigan

Sigourney,

Iowa

From Start to Finish: Manufacturing the Duro-Last Roofing System

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Quality control is a priority. This employeeperforms a laminator in-line inspection of a

completed roofing membrane.

Five-foot roll goods are prefabricated to a building’s exact dimensions as specified by

the architect or contractor.

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A fastening tab is welded into the membrane sheet.

Custom-made pieces are folded from fastening tab to fastening tab, simplifying

rooftop placement and installation.

Duro-Last provides custom-made accessories for all penetrations and details.

Your order is physically measured and squared-up on the folding floor.

Folding floor inspectors inspect every factory seam of the Duro-Last roofing system before it

leaves the manufacturing facility.

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The laminating machine then bonds together the top and bottom layer of the film with the

weft-inserted scrim.

Duro-Last Roofing, Inc.Manufacturing Facilities

World HeadquartersSaginaw, Michigan

800-248-0280

Grants Pass, Oregon

800-356-6646

Jackson, Mississippi

800-434-3876

Sigourney, Iowa

888-500-3574

www.duro-last.com

“Duro-Last”, the “World’s Best Roof”, “Cool Zone”, and “Duro-Shield” are registered marks owned by Duro-Last Roofing, Inc.

ENERGY STAR® is only valid in the United States. Capabilities and Services Booklet 6/11 - 95079-005 / M#DL09-0006

Duro-Last Roofing Systems® are proudly manufactured in the United States of America.