U N I V E R S I T Y

TABLE OF CONTENTS

The University .................................2

Electric Truck ..................................4

Fuel Management Systems .............6

Parts Professional ...........................8

Basic Hydraulics 101 .......................12

Customer Sales and Service ...........14

Online Classes .................................16

THE UNIVERSITY

“ TVHU is an example of our commitment to the

material handling and industrial equipment. Our

goal is to provide a true one-stop-shop experience

for our customers, from professional training to

providing quality products.”

- Dirk von Holt, Vice President of Sales and Marketing for TVH

TVHU was created to give our customers a program to enhance their employees’ knowledge of new generation mechanical systems, emerging technologies, and professional skills.

Our vision is to be the leader inindustry related training by offering not only basic industry seminars, but to also develop modernized hands on training courses in evolving systems.

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THE UNIVERSITY

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It is our mission to grow our customer relationships through the TVHU program, and to facilitate our goal of being a one-stop-shop by servicing our customers with the quality training seminars.

ELECTRIC TRUCK

Who should attend?Anyone involved in electric vehicle control systems.

Session 1Industrial Electronics for Electric Vehicles:Designed to establish a working knowledge of basic electric circuits and components found on all types of electric vehicles. The emphasis is placed on learning effective troubleshooting techniques. This session also provides the background for understanding Transistor and SCR motor controls.

Session 2Motor Controls in General & SCR Controls for Electric Vehicles:Designed to provide an understanding of the operation and troubleshooting of D.C. Motors, General Control Systems, and GE SCR EV® Control System. Training includes operating principles, system features, and programming.

Session 3Hands-on Troubleshooting Session for SCR & Transistor Motor Controls: This portion of the seminar allows the participant to reinforce the classroom experience with real hands-on troubleshooting of the GE SCR EV® type control systems as well as the Transistor type controls. Techniques learned here will benefit the newcomer and the experienced technician alike. To accomplish this portion of the program, faults are introduced into actual equipment.

Session 4A.C. Transistor Controls Systems & Troubleshooting:Designed to give solid background in the operation and troubleshooting of transistor controls. The theory of operation is explained in a way that leads right into proper troubleshooting methods for all transistor controllers. Techniques developed here work for all systems. Hands-on troubleshooting session where faults are placed in available equipment, participants use procedures learned to troubleshoot the system.

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ELECTRIC TRUCK

“ One of the best classes I have ever

been to. I feel more confident assessing

problems on my own, and the hands

on training helped me learn new

troubleshooting techniques for older

systems.”

- Eric Hendrix, Hugg and Hall Equipment

“ With constant changes being made to

fuel system regulations, our goal is

to give you the tools and knowledge

required to stay at the forefront of

this technology.”

- Ryan Walker, TotalSource Services Manager for TVH

FUEL MANAGEMENT SYSTEMS

Who should attend?Anyone that works on Fuel Management Systems.

Fuel Management SystemsThe Fuel Management Systems Training is a two day seminar designed to give students a thorough introduction to the Spectrum fuel systems. With hands on training, you will learn about Spectrum system components and functions and how to operate the diagnostics kit. The diagnostics toolkit will be offered to those that attend the class at a promotional price.

Fuel Management SystemsExplanation of the new legislation governing the engine emissions as adopted by the Environmental Protection Agency (EPA) and the California Air Resources Board (CARB). The seminar will include in-depth information and hands on training on system components, operation and tools. Attendees will be shown the diagnostics and display screens and plug into a live running Spectrum engine as part of a hands on session. We will use live display screens to read and clear fault codes.

In order to diagnose Spectrum engines after the course, attendees will need access to a laptop with one of the following operating systems; Windows Vista, Windows XP, or Windows 2000. Operating systems must have a minimum processor speed of Pentium II 450 MHz or Pentium III 1.0 GHz. Minimum

RAM requirement; Windows Vista 512 MB, Windows XP 256 MB, Windows 2000 128 MB. A minimum of one available RS232 serial or USB port. ECOM cable supports USB port only. Receive a 10% discount on IMPITK-4, IMP1534008 and IMP002418 when you attend a Fuel Management Systems seminar.

FUEL MANAGEMENT SYSTEMS

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Who should attend?Anyone involved in the parts business, especially parts clerks and managers.

Session 1Parts Clerk TrainingThis session is designed to establish knowledge of the different truck classifications and carriage classifications (including forks) by the Industrial Truck Association. Through visual demonstrations and hands on activities attendees will learn to identify areas of trucks along with products and related parts. This session will also include glossary information on the most common parts on truck classes I–V. This session includes several break-out discussion groups and hands-on activities to greater enhance the learning experience.

Session 2Parts Clerk TrainingThis session is designed to provide an understanding of model and serial numbers for major OEMs, and XPaRT (TVH research tool). Attendees will learn about the different brands of trucks and models for those brands as well as anagrams used in the part numbers. Each attendee will learn step by step how to utilize the XPaRT research feature on IRMN. This session includes several break-out discussion groups and hands on activities to greater enhance the learning experience.

Session 3Parts Manager TrainingThis session is designed to give Parts Managers the skills they need to manage a successful parts department. The training includes an in-depth review of the parts market as well as the industry history. Attendees will cover a wide range of topics including; inventory management, weekly inventory meetings, inventory turns, gross profit, absorption, pricing, freight, security, dead inventory and much more. Training will cover strategies on how to improve the parts department and will also include discussion groups as well as multiple activities to promote the learning process. In conclusion, attendees will learn how to use strategies and ideas presented throughout the training in real life situations by creating a strategic plan for improvement specific to their own needs within their parts department.

PARTS PROFESSIONAL

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PARTS PROFESSIONAL

“ I learned how to deal with different aspects of

inventory, and how to apply better strategies in

our company to increase overall efficiency.”

- Julio Hinojosa, Lift Truck Supply

BASIC HYDRAULIC

“ The goal of this course is to give our customers a

firm foundation on the theory, safety, and working

knowledge of hydraulic systems, while providing

hands on trouble shooting techniques for use in

the field.”

- Ryan Walker, TotalSource Services Manager for TVH

Who should attend?Anyone working with or providing parts for hydraulic equipment. Seminar OverviewThis Basic Hands-on Hydraulic Training and Troubleshooting course is an introduction to hydraulics. Our intention is to provide a basic understanding of the principles of hydraulics and how these systems operate. We will provide you a firm foundation for working on mobile hydraulic systems and a rational approach to troubleshooting these systems.

The 3-day course emphasizes safety, hands-on training and troubleshooting techniques. The course content is industry standard, OE generic and applies to all major brands of fluid power components.

Course work includes lectures, presentations, discussion, component animations, cutaways and hands-on simulator exercises. Areas Covered In The Training:• Hydraulic Fundamentals• Safety and Hydraulics• Fluid Power Components• Understanding Schematics• Trouble Shooting Systems

BASIC HYDRAULIC

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CUSTOMER SALES AND SERVICE

“ Great customer service and sales are key

to maintaining good customer relations and

growing a successful business. The CSSR

class provides a foundation for delivering

quality customer service and developing a

professional sales approach.”

- Chris Aiello, Business Development Manager at TVH

Who Should Attend?Anyone involved in Customer Service and Sales, especially Customer Service and Sales Representatives.

Seminar Overview:The CSSR course has been designed to develop a foundation for a professional sales approach to market the dealership’s product support, as well as provide techniques for increasing productivity, profitability, and customer satisfaction.

Attendees will cover a wide range of topics including industry terminology, truck classifications, selling planned maintenance

service and more. This course also provides sales training, including how to make a successful sales call as well as territory and time management.

Coursework includes lectures, discussion groups and role-playing activities to greater enhance the learning experience.

CUSTOMER SALES AND SERVICE

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ONLINE CLASSES

TVHU Counter-IntelligenceWho should take this class?Employees who have contact with customers on a face-to-face basis and over the phone, including technicians and Customer Sales and Service Representatives of the dealership

Topics covered:Techniques necessary to increase sales, profits and customer satisfaction

Part 1: What Customers Want This section is geared toward customer service and satisfaction. We’ll discuss the factors customers consider when making buying decisions, the skills of a quality counter person as well as the duties and responsibilities of the position.

Part 2: Customer Communication This section covers the elements needed to create dialogue with the customer. Learn about the difference between listening versus hearing and common communication barriers.

Part 3: Sales Representatives In this section we discuss developing availabilities of the sales representative. We’ll cover the different types of training needed to best serve the customer, related/suggestive selling as well as other techniques.

Part 4: 6 Steps to Making a Sale This section covers the steps to making a sale, including actions and goals. We’ll cover how to ask for the order, suggestive selling and follow through.

Expand your knowledge right from your home or dealership with industry specific online classes from TVH University! We cover a variety of topics including techniques to increase sales, profits and customer satisfaction, as well as enhancing the customers’ buying experience to increase sales and profit. As our library of topics continues to grow, you’ll have access to more classes than ever before.

These customer sales and service oriented classes are currently available to enhance your professional skills:

ONLINE CLASSES

TVHU Enhancing the Customers’ Buying ExperienceWho should take this class?Everyone in the dealership who talks to or meets face to face with customers on a regular basis

Topics covered:Techniques to enhance the customers’ buying experience which will result in increased and repeated sales and profit

In this class we will discuss how to enhance the customer’s buying experience in order to create a customer for life. This will include factors that impact your customer’s experience as well as how to come up with a game plan to get your program started.

TVHU Value-Added SellingWho should take this class?Any employee in the dealership who is involved in sales or interacts with the customer on a regular basis

Topics covered:Creating the ground work for developing a value-added culture

In this class we’ll discuss how to add value when selling your services, selling planned maintenance service and how to overcome price objections by establishing credibility.

TVHU Motivating and CompensatingWho Should Take This Class?Dealer principals, supervisors and managers of the dealership

Topics covered:How to motivate a winning team

In this class we’ll discuss the importance of valuing your employees, leading by example and building trust in order to retain employees. We’ll also cover Parts and Service goals and how to tie an incentive plan to these goals as well as how to create a pay plan.

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TVHU Customer SatisfactionWho should take this class?Dealer principles, supervisors and managers of the dealership

Topics covered:Techniques necessary to provide customer satisfaction resulting in customer retention

Part 1: Customer SatisfactionIn this section we talk about how customer satisfaction is the key to increasing market share. We’ll cover the different elements of good service and how to best serve the customer.

Part 2: 7-7-7 Plan In this section we cover the 7-7-7 Plan which is an aftermarket program that has been designed for thorough customer follow-up through in person visits, direct mail and phone calls.

Part 3: Motivating Your Team In this section we discuss how people are the key to a dealer’s success. We cover employee motivation, trust, engagement and recognition as well as customer retention.

ONLINE CLASSES

ONLINE CLASSES

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800-255-4109

16355 South Lone Elm RoadOlathe, KS 66062 USA www.irmn.comwww.tvh.comcall or visit us onlinefor information, schedules and enrollment.