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2019 ISSUE 1

The Nissan Certified Collision Repair Network is continuingto invest in our network with our new, in-person estimatingclass. All Certified Collision Centers now have the opportunityto learn a proven approach to writing a safe, thorough, andaccurate repair plan for Nissan vehicles.

NEW COURSE HELPS CERTIFIED COLLISION CENTERSBUILD MORE PROFITABLE REPAIR ORDERS

NISSAN CERTIFIED COLLISION REPAIR NETWORK UPDATES

–Repair centers report increasing theirestimate totals after attending the course!

– At least one employee at each CertifiedCollision Center must take this 1.5-daycourse by the end of 2019.

COLLISION ESTIMATING ESSENTIALS COURSE

Cost:$525/person. $425 if you sign up before March 4 (April-June courses only).

Who should take this course?Shop owners, managers,front-end or back-end estimators, training managers, orother appropriate employees.

See page 2 for more program details and course dates and times.

REGISTER NOW

ESTIMATOR TIPWHAT IS ONE OF THE MOSTCOMMONLY OVERLOOKED ESTIMATING ITEMS?The repair of adjacent panels after the removal of a damaged panel. When removing a welded-on panel, itmay be unavoidable that nearby panels sustain damage.For example, when removing a rear body panel damagedin a collision, the trunk floor, left and right frame rails, andleft and right rear fenders may also need to be repaired.Make sure to include adjacent panels on the estimate.

Participants learn how to analyze damage, complete 100% disassembly, and document damage to assist in negotiating with insurers. The course also teaches key considerations when replacing non-reusable parts, adjacentpanel damage, and corrosion protection so that the repair lasts.

Other topics include how safety features, driver-assistancetechnologies, and vehicle design impact estimates, especially when it comes to repair-versus-replace decisionsand structural repairs. Finally, you’ll learn about some not-included refinish operations to help you understandwhat they are, when they are required, and how to get paid for them.

NISSAN CERTIFIED REPAIR NETWORK UPDATES PAGE 22019 ISSUE 1

Collision Estimating Essentials teaches Certified CollisionCenters to prepare a complete and thorough estimate thatcreates a blueprint for repairs. Your estimate should includedetailed information and documentation that will help youjustify your repair plan, negotiate with insurers, and createsatisfied customers!

Program highlights include:

– The “Learn to Research; Research to Learn” philosophy.

– How to write a damage analysis in conjunction with 100% disassembly.

– An introduction to collision accident avoidance featuresand how they impact the repair plan.

– How to document structural repairs.

–What corrosion protection is worth from a labor and materials perspective when estimating.

– The importance of pre-repair and post-repair scans.

– How to use the four negotiation questions to justify andimprove your negotiations with insurers.

– How to get paid for hotly contested items, such as prepping raw plastic, blend within a panel, “feather, prime,and block,” masking operations, and weld burn damage.

PROFITS BEGIN WITH A PROPER ESTIMATE! COLLISION ESTIMATING ESSENTIALS COURSE SHOWS YOU HOW

DATES AND LOCATIONSCourses from now through June are available for immediate registration. Julyto November dates will be released forregistration in the coming months.Space is limited and available on a first-come, first-served basis, so sign up today!

Day 1: 8am to 5pmDay 2: 8am to noon

HERE’S WHAT PARTICIPANTS HAVE TO SAY!“This is a great course if you are looking to perform safe andproper repairs. Vehicles are advancing at a very fast pace,and we as repair shops must seek out this knowledge to repair vehicles properly. We cannot have the mindset of, ‘We fixed a vehicle like that a few months ago.’ It is critical to research every vehicle we are working on, every time. Thiscourse does exactly that and is specific to Nissan and INFINITI vehicles.”– Frank Rinaudo, Owner, Frank’s AccurateBody Shop, St. Tammany Parish, Louisiana

WHY TAKE AN IN-PERSON ESTIMATING CLASS?Nissan is committed to offering training that ensuresour Certified Collision Centers have the tools and knowledge needed to quickly and successfully repairour owners’ vehicles to like-new condition. We also listened to you, our network, when you requested moreNissan-specific in-person and interactive training. Collision Estimating Essentials distills key information tohelp shops improve repair plans and increase profits.

Lunch is provided on Day 1. Shops are responsible for airfare, lodging, transportation and other meals. Pleasebring a printed estimate for a welded on rear fender(quarter panel) on a Nissan vehicle to class.

Mar 25 & 26– Dallas, TX Apr 29 & 30– Atlanta, GA May 20 & 21– Louisville, KY Jun 3 & 4 - Long Island, NYJun 10 & 11– Burlington, MA Jun 17 & 18– Pittsburgh, PA Jun 24 & 25– Clayton, MOJul 22 & 23– Renton, WA Jul 29 & 30– Thornton, COAug 12 & 13– Orlando, FL

Aug 19 & 20– Rockville, MD Sep 16 & 17– Charlotte, NC Sep 23 & 24– Rosemont, IL Oct 7 & 8– New Orleans, LAOct 14 & 15 - Minneapolis, MNOct 21 & 22 - San Ramon, CANov 3 & 4– Las Vegas, NV Nov 11 & 12– Columbus, OH Nov 18 & 19– Philadelphia, PA

REGISTER NOW

Questions? Email us at NNACollisionRepairNetwork@nissan-usa.com.

Schedule subject to change.

PAGE 3NISSAN CERTIFIED REPAIR NETWORK UPDATES 2019 ISSUE 1

WANT BETTER CSI?OUR WEBINARS SHOW YOU HOWYour CSI (Customer Satisfaction Index) is an indicator of the overall health of your business, says Mike Anderson,founder of CollisionAdvice.com. The Nissan Certified CollisionRepair Network partnered with Anderson to create a two-part webinar, “Delivering Exceptional Customer Service.”

In Part 1, Anderson and Ray Chew of CCC Information Services provide information on why CSI is so important to your business and real-world strategies to help you improve the customer experience.

Part 2 focuses on creating a vehicle delivery experiencethat highlights the quality of the repair and sets the stagefor the CSI survey.

We encourage you and any staff who interact with customers to watch the webinars.

WATCH PART 1

OUTSTANDING TECHNICIANCharis Mortimer, a researchtechnician at Elmer’s AutoBody, deserves recognitionas a Nissan OutstandingTechnician. After our check-inprocess, our vehicles go toour research department fora pre-scan. At that time,Charis performs any researchthat needs to be printed forthe blueprinter and providesa hard copy to the repair technicians. She also electronically measures the vehicle to find out the scope of damage. She workswith the technician on the measuring system to helpher teammates in the repair process.

Nissan Certified Collision TechInfo webinars have beena big help for her. She has absorbed the knowledgeand put it to use. We appreciate the fact that Nissanbrings in an industry leader like Mike Anderson to puton this program.

– Don Cox, Vice President

Charis MortimerElmer’s Auto BodyMount Ephraim, New Jersey

Thanks to the many shops for all submissions for ourOutstanding Technician. We are very impressed withthe overall quality of techs in our certified shops andhow much you appreciate your staff.

Do you have a technician deserving of recognition whoshould be featured in our next newsletter? Email us abrief note and tell us why your technician should beour next Outstanding Technician.

NOMINATE YOUR TECHNICIAN NOW

When a customer asks, “When will my car be ready?”do you say something like, “Four or five days,” or offerup a day of the week? Though it seems like a simpleenough question, how you answer it can help you setcustomer expectations and ultimately influence yourCSI score.

The repair plan is dependent on disassembly, completingthe research, and confirming parts availability. Sowhen the customer asks: “When will my car be ready?”

A better response is: “Mr. Smith, once we disassembleyour vehicle and identify any additional items needed,we will need to contact the insurance carrier to get approval and then determine parts availability. Oncewe do that, we will call or text you within the next 24 to 36 hours.”

– Tip courtesy of Mike Anderson ofCollisionAdvice.com

CSI TIP

WATCH PART 2

NISSAN CERTIFIED REPAIR NETWORK UPDATES PAGE 42019 ISSUE 1

NISSAN DIRECTS ALLPAINT WARRANTY REPAIRS TO CERTIFIEDCOLLISION CENTERS

Always wear your seat belt and please don't drink and drive. The Nissan names,logos and slogans are trademarks owned by or licensed to Nissan Motor Co. Ltd.and/or its North American subsidiaries. Other trademarks and trade names arethose of their respective owners.

©2019 Nissan North America, Inc.

As of January 14, Nissan requires that all warrantable paint repairs must be performed by a Nissan Certified CollisionCenter. This program change recognizes the coverage andquality of the certified network and its investment in the tools, training, and equipment to take care of Nissan ownersand their vehicles.

Warranty paint covers any paint defect that was caused bythe manufacturer’s application or process. Nissan paint warranty repairs have strict guidelines for corrective methodology, calculated repair, times and cost.

BEST PRACTICES FOR PAINT WARRANTY REPAIRSTo best take advantage of this new business opportunityfrom Nissan, it is suggested that:

– The Certified Collision Center sends an estimator to theDealer to inspect the vehicle alongside the Service Manager.It’s recommended that the Service Manager and the Certified Collision Center rep inspect the vehicle together.

– The Certified Collision Center and the Service Managerreach an agreement on the repair estimate before repairwork is performed.

– The Collision Center establishes repair time frame to assist the Dealer in setting customer expectations.

Questions? Contact us at NNACollisionRepairNetwork@nissan-usa.com

CCC SCORECARD TO ASSESS NISSAN CERTIFIED COLLISION REPAIR NETWORK PERFORMANCEThe Nissan Certified Collision Repair Network is workingwith CCC to validate our network shops’ KPIs and track overall network health and independent shopperformance. The data provides Nissan visibility into the network shops within a collective consolidatedmanner and delivers shop insights into the Nissan network scorecard. Per your certification agreementwith Nissan, you have authorized Nissan and third parties authorized by Nissan to have access to performance reports (KPI).

For shops using CCC, please follow the steps below tosign up to participate:

1: From CCC ONE select Configure > Profiles2a: If you are a single-location repair facility, select your“Repair Facility” profile. From within that profile, scrolldown in the left navigation and select “Data Sharing”under the “Repair Management” section2b: If you are a multiple-location repair facility, selectyour “Repairer” profile. From within the Repairer profile,select “Data Sharing” on the left3: Select “Add” from the toolbar on the right4: Select “Nissan North America”5: Select “I Agree” on the End User License Agreement6: Click “Save and Close” in profile toolbar