Training Program Worldwide 2016 Management Training. August Global Training The finest automotive learning. Stand 08/2015 1

Transcription

1 Training Program Worldwide 2016 August 2015 Global Training The finest automotive learning. Stand 08/2015 1

2 MANAGEMENT TRAINING 4 Newcomer 4 M0021Q Qualification Program for Junior Management Mercedes-Benz Sales s 4 M0002Q Qualification Program for Junior Management Warehouse 6 M0059F Qualification Program for Junior Management Warehouse Initial Test Go 8 M0032F Qualification Program for Junior Management Warehouse Successful KPI and Process Management Go 9 M0092F Qualification Program for Junior Management Warehouse Final Test Go 10 M0004Q Qualification Program for Junior Management Workshop s 11 M0060F Qualification Program for Junior Management Workshop Initial Test Go 13 M0034F Qualification Program for Junior Management Workshop Successful KPI and Process Management Go 14 M0093F Qualification Program for Junior Management Workshop Final Test Go 15 M0029F Qualification Program for Junior Management Challenges of the Leadership Role and Self- Management Go 16 M0030F Qualification Program for Junior Management Managing Customer and Market Requirements Go17 M0033F Qualification Program for Junior Management Successful Personnel Development in Dealerships Go 18 M0031F Qualification Program for Junior Management Managing Personnel and Leading Teams in a Dealership Operation Go 19 M0095F Qualification Program for Junior Management Sales Initial Test Go 20 M0074F Qualification Program for Junior Management Sales Successful KPI and Process Management Go 21 M0096F Qualification Program for Junior Management Sales Final Test Go 22 Newcomer$6$Newcomer 23 M0020P Qualification Program Successful Used Vehicle Management Curriculum Level 1 & 2 23 Professionals 24 M0081F Dealer Strategies and Measures to Achieve 2020 Growth Targets Successfully Mastering the Challenges of Social Media, Generation X, and Growth in the Management Team Run 24 M0058F Passenger Cars Market Exploitation Successful Management in Fleet Sales Run 25 M0089F Trucks Customer Retention Sales Success through Customer Satisfaction Fly 26 M0105F Trucks Customer Retention Sales success through customer satisfaction Follow-up workshop Fly 27 M0097F Market Exploitation OTC Excellence Maximizing Parts and Accessories Sales Through Targeted Market Cultivation Fly 28 M0107F Market Exploitation Using "Mercedes connect me" in the Dealership Potential for Customer Acquisition and Loyalty Fly 29 M0102F Used Car Sales Managing Market Exploitation, KPI Controlling and Sales Staff Controlling Run 30 M0103F Used Car Sales Managing, Controlling and Developing Profitable Used Vehicle Sales Go 31 Service Quality 32 M0003Q Qualification Program Service/Parts and Sales Marketing Specialist 32 M0013F Service/Parts and Sales Marketing Specialists Introductory Module Go 33 M0016F Service/Parts and Sales Marketing Specialists Systems and analysis tools Go 34 M0014F Service/Parts and Sales Marketing Specialists Marketing Fundamentals Go 35 M0015F Service/Parts and Sales Marketing Specialist Communication & Customer Orientation Go 36 Stand 08/2015 2

3 Certification 37 M0001Q Qualification Program C-Management Retail 37 M0080F C-Management Potential Appraisal for s of Retail Operations Run 39 M0008F C-Management Sales Business Management 40 M0039F C-Management After-Sales Business Management 41 M0010F C-Management Recruiting and Developing Employees 42 M0128F C-Management Successful Process Management in the Dealership 43 Professionals 44 M0122F Fly 44 Stand 08/2015 3

4 Newcomer M0021Q Qualification Program for Junior Management Mercedes-Benz Sales s M0021Q-AA The participant: > Is acquainted with the tasks, skills and responsibilities of the sales manager role > Is familiar with the self-management methods and instruments for the successful management of salespersons > Is familiar with his/her potential and career/development opportunities for sales managers > Is familiar with models and methods for managing individual employees and teams and can apply them in practice > Is familiar with personnel instruments such as appraisal systems, has knowledge of basic labor laws, and can apply them in practice as a manager > Is familiar with the organization, structures, achievements and products of Daimler AG and the Mercedes-Benz brand > Is familiar with the responsibilities and work contents required to optimally exploit market potential for vehicle sales and is able to support local marketing activities at the dealership > Can provide substantial support to ensure success in vehicle sales through leadership and management based on processes and key figures The qualification program consists of the following individual training course and begins with the initial test. Following the initial test you will receive a recommendation on which training course(s) you should book: > M0095F-AA Qualification Program for Junior Management Sales Initial Test Go > M0029F-AA Qualification Program for Junior Management Challenges of the Leadership Role and Self-Management Go > M0030F-AA Qualification Program for Junior Management Managing Customer and Market Requirements Go > M0031F-AA Qualification Program for Junior Management Managing Personnel and Leading Teams in a Dealership Operation Go > M0033F-AA Qualification Program for Junior Management Successful Personnel Development in Dealerships Go > M0074F-AA Qualification Program for Junior Management Sales Successful KPI and Process Management Go > M0096F-AA Qualification Program for Junior Management Sales Final Test Go Stand 08/2015 4

5 As soon as all your qualifications have been verified, you will receive your certificate. Training Depth Method Theorie 50%, Practice50% 10,0 days (per 8 hours) Stand 08/2015 5

6 Newcomer M0002Q Qualification Program for Junior Management Warehouse M0002Q-AA The participant: > Is familiar with the tasks, competencies, and responsibilities related to the role of a warehouse manager/logistics manager > Is familiar with self-management methods and instruments for successful leadership behavior > Is familiar with his/her potential and career/development opportunities for warehouse managers/logistics managers > Is familiar with models and methods for managing individual employees and teams and can apply them in practice > Is familiar with personnel instruments such as appraisal systems, has knowledge of basic labor laws, and can apply them in practice as a manager > Is familiar with the organization, structures, activities and products of Daimler AG and the Mercedes-Benz brand > Is familiar with the responsibilities and work contents required to optimally exploit market potential for parts and accessories business and is able to support local parts marketing activities at the dealership > Can provide substantial support to ensure success in the parts business through leadership and management based on processes and key figures The qualification program consists of the following individual training course and begins with the initial test. Following the initial test you will receive a recommendation on which training course(s) you should book: > M0059F-AA Qualification Program for Junior Management Warehouse Initial Test Go > M0029F-AA Qualification Program for Junior Management Challenges of the Leadership Role and Self-Management Go > M0030F-AA Qualification Program for Junior Management Managing Customer and Market Requirements Go > M0031F-AA Qualification Program for Junior Management Managing Personnel and Leading Teams in a Dealership Operation Go > M0032F-AA Qualification Program for Junior Management Warehouse Successful KPI and Process Management Go > M0033F-AA Qualification Program for Junior Management Successful Personnel Development in Dealerships Go > M0092F-AA Qualification Program for Junior Management Warehouse Final Test Go Stand 08/2015 6

7 As soon as all your qualifications have been verified, you will receive your certificate. Training Depth Method Theorie 50%, Practice50% 10,0 days (per 8 hours) Stand 08/2015 7

8 Newcomer M0059F Qualification Program for Junior Management Warehouse Initial Test Go M0059F-AA The individual training requirements for the qualification program participants are determined and a training plan is created. > Administration of a written knowledge test > Depending on the results of the test, a supplementary interview will be conducted. Training Depth Go Method Theorie 50%, Practice50% 0,5 days (per 8 hours) Stand 08/2015 8

9 Newcomer M0032F Qualification Program for Junior Management Warehouse Successful KPI and Process Management Go M0032F-AA The participant: > Can apply the basic knowledge of process management issues at a dealership and, in particular, apply it in his/her management activities and style in the parts department > Can apply basic instruments and methods for process optimization > Is familiar with the logistics process and its subprocesses and can use the tools and applications to successfully manage and further develop his/her parts and accessories business > Knows the KPIs for the parts and accessories business in a dealership operation and can use them to increase the effectiveness and profitability of his/her area of responsibility > Can use reporting and controlling instruments, tools and applications > Fundamentals of process management at the Mercedes-Benz retail level > Advantages, elements, tools and documentation for logistics processes > From process analysis to process optimization, with practical examples > Detailed analysis of the associated subprocesses, such as ordering/return processes, handling of safety-related parts, etc. > Fundamentals of HR development in dealership operations and in parts departments > Basic models and methods of change management to optimize processes in dealership operations > Fundamentals and elements of management using dealer and warehouse key performance indicators (KPIs) > Closer examination of KPIs and using them to manage the warehouse and logistics areas > Information and application examples of current management and controlling tools in logistics > Working with practical management examples based on KPIs for parts supply and logistics Training Depth Go Method Theorie 50%, Practice50% 3,0 days (per 8 hours) Stand 08/2015 9

10 Newcomer M0092F Qualification Program for Junior Management Warehouse Final Test Go M0092F-AA The individual progress of the participant in the qualification program is determined. > Administration of a written knowledge test > Depending on the results of the test, a supplementary interview will be conducted. Training Depth Go Method Theorie 50%, Practice50% 0,5 days (per 8 hours) Stand 08/

11 Newcomer M0004Q Qualification Program for Junior Management Workshop s M0004Q-AA The participant: > Is familiar with the tasks, competencies, and responsibilities related to the role of a workshop manager/service manager > Is familiar with self-management methods and instruments for successful leadership behavior > Is familiar with his/her potential and career/development opportunities for workshop managers > Is familiar with models and methods for managing individual employees and teams and can apply them in practice > Is familiar with personnel instruments such as appraisal systems, has knowledge of basic labor laws, and can apply them in practice as a manager > Is familiar with the organization, structures, activities and products of Daimler AG and the Mercedes-Benz brand > Is familiar with his/her responsibilities and tasks required to optimally exploit market potential in the service business and ways to support local service marketing activities at the dealership > Can provide substantial support to ensure success in service through leadership and management based on processes and key figures The qualification program consists of the following individual training course and begins with the initial test. Following the initial test you will receive a recommendation on which training course(s) you should book: > M0060F-AA Qualification Program for Junior Management Workshop Initial Test Go > M0029F-AA Qualification Program for Junior Management Challenges of the Leadership Role and Self-Management Go > M0030F-AA Qualification Program for Junior Management Managing Customer and Market Requirements Go > M0031F-AA Qualification Program for Junior Management Managing Personnel and Leading Teams in a Dealership Operation Go > M0033F-AA Qualification Program for Junior Management Successful Personnel Development in Dealerships Go > M0034F-AA Qualification Program for Junior Management Workshop Successful KPI and Process Management Go > M0093F-AA Qualification Program for Junior Management Workshop Final Test Go Stand 08/

12 As soon as all your qualifications have been verified, you will receive your certificate. Training Depth Method Theorie 50%, Practice50% 10,0 days (per 8 hours) Stand 08/

13 Newcomer M0060F Qualification Program for Junior Management Workshop Initial Test Go M0060F-AA The individual training requirements for the qualification program participants are determined and a training plan is created. > Administration of a written knowledge test > Depending on the results of the test, a supplementary interview will be conducted. Training Depth Go Method Theorie 50%, Practice50% 0,5 days (per 8 hours) Stand 08/

14 Newcomer M0034F Qualification Program for Junior Management Workshop Successful KPI and Process Management Go M0034F-AA The participant: > Can apply the basic knowledge of process management issues at a dealership and, in particular, apply it in his/her management activities and style in the workshop > Can apply basic instruments and methods for process optimization > Is familiar with the workshop process and its subprocesses, and can use the tools and applications to successfully manage and further develop his/her workshop business > Is familiar with the indicators for the workshop business in a dealership operation and can use them to increase the efficiency and profitability of his/her area of responsibility > Can use reporting and controlling instruments, tools and applications > Fundamentals of process management at the Mercedes-Benz retail level > Advantages, elements, tools and documentation for the workshop process > Management practice with the workshop process. From process analysis to process optimization, with practical examples > Detailed discussion of the associated subprocesses such as appointment setting, prediagnosis, workshop planning, vehicle handover, etc. > Fundamentals of HR development in dealership operations. Organizational structure and function descriptions concerning employee requirement profiles and job descriptions > Basic models and methods of change management to optimize processes in dealership operations > Fundamentals and elements of management using dealer and workshop key performance indicators (KPIs) > Closer examination of indicators and using them to manage the workshop > Information and application examples for management and controlling tools in the workshop > Working through practical examples of workshop management based on KPIs Training Depth Go Method Theorie 50%, Practice50% 3,0 days (per 8 hours) Stand 08/

15 Newcomer M0093F Qualification Program for Junior Management Workshop Final Test Go M0093F-AA The individual progress of the participant in the qualification program is determined. > Administration of a written knowledge test > Depending on the results of the test, a supplementary interview will be conducted. Training Depth Go Method Theorie 100%, Practice0% 0,5 days (per 8 hours) Stand 08/

16 Newcomer M0029F Qualification Program for Junior Management Challenges of the Leadership Role and Self-Management Go M0029F-AA The participant: > Has examined the different requirements for Mercedes-Benz retail managers > Is familiar with the job profile for his/her management position at a dealership operation and knows how to apply these skills in daily work > Is familiar with his/her potential and level of knowledge in specialized areas to properly perform his/her managerial function > Knows the models and concepts of self-management for managers > Is familiar with his/her further training needs; an individualized training program has been defined. > Expectations of managers, in their managerial role and as individuals, in Mercedes- Benz retail > Influence of customer expectations on the managerial personality > Analysis of management profile requirements and capabilities and how they apply to everyday management activities > Evaluation of individual capabilities and knowledge as a basis for defining individual learning requirements > Self-management theories and models for retail managers Training Depth Go Method Theorie 50%, Practice50% Note This is the mandatory start module for the junior management qualification program for workshop managers, warehouse managers and sales managers. 1 day (per 8 hours) Stand 08/

17 Newcomer M0030F Qualification Program for Junior Management Managing Customer and Market Requirements Go M0030F-AA The participant: > Is familiar with key marketing approaches and methods suitable for his/her area of responsibility > Can describe his/her competition and knows how to position his/her area successfully in the market in order to increase sales and customer satisfaction > Can use the 7 P model to define areas requiring action/attention and to further develop the organization and its personnel > Basic models of dealer marketing and the relationship between professional marketing and high customer satisfaction > Procedures and methods for market and customer segmentation across all areas of customer contact > In-depth examination of what customers expect from Mercedes-Benz dealerships > Factors in sales, the workshops and the warehouse that impact customer satisfaction and market exploitation > Analysis of the competitive environment and pinpointing strengths and weaknesses for one's own operations > Operational marketing instruments for sales, workshop and warehouse/parts department managers. > Taking stock of and analyzing one's own area of responsibility > Derivation of specific areas to be further developed in one's own management activities and style Training Depth Go Method Theorie 50%, Practice50% Note This is an optional training module for the qualification program for workshop, warehouse and sales managers. 2,0 days (per 8 hours) Stand 08/

18 Newcomer M0033F Qualification Program for Junior Management Successful Personnel Development in Dealerships Go M0033F-AA The participant: > Knows the laws and regulations applying to personnel management > Knows the methods and tools for informed, targeted selection and development of personnel > Can conduct informed, targeted and effective selection and development of personnel > Can conduct motivating discussions on employee target agreements, target achievement and evaluation > Information and background on developments and trends in the automotive labor market > Labor law and consequences for practical management issues, e.g. accident prevention, rules and regulations governing vacation time, working hours, etc. > Practical aspects of personnel selection and development > Selection and development of promising, productive employees in dealerships based on requirements/capability profiles > Methods and practices in personnel selection interviews and assessments > Methods and procedures for the development and initial training of employees > Evaluation, compensation and incentive systems > Conducting discussions on employee target agreements, target achievement and evaluation Training Depth Go Method Theorie 50%, Practice50% Note This is an optional training module for qualification programs for workshop managers (M0004P), warehouse managers (M0002P) and workshop foremen (M0005P). 2,0 days (per 8 hours) Stand 08/

19 Newcomer M0031F Qualification Program for Junior Management Managing Personnel and Leading Teams in a Dealership Operation Go M0031F-AA The participant: > Knows the most important models for and background information on team development and can manage and further develop teams in everyday management situations > Is familiar with the background information and models concerning individual behavioral tendencies and can use his/her position as a manager to effectively develop and instruct team members > Has analyzed management styles, tested them in role-play exercises during the course and developed specific methods for transferring the knowledge gained to his/her own management activities > Analysis of communication processes and roles of individuals in teams and team development > Behavioral tendencies of individuals in teams and managerial staff, as well as their effects on interaction based on the Thomann/Riemann model > Analysis of practical exercises for specific management situations and development of individual action areas related to team leadership > Analysis of and working with the LEAD criteria for managerial staff in Daimler AG > Reflection on the current team leadership situation based on the Hersey/Blanchard model and development of individual action areas for the participants' own management activities and style > Effective management interventions using skilled, targeted feedback > Exercises for challenging management dialogs with practical examples from daily activities > Methods and practices for setting target agreements and alternatives Training Depth Go Method Theorie 50%, Practice50% Note This is an optional training module for the qualification program for workshop, warehouse and sales managers. 2,0 days (per 8 hours) Stand 08/

20 Newcomer M0095F Qualification Program for Junior Management Sales Initial Test Go M0095F-AA The individual training requirements for the qualification program participants are determined and a training plan is created. > Administration of a written knowledge test > Depending on the results of the test, a supplementary interview will be conducted. Training Depth Go Method Theorie 100%, Practice0% 0,5 days (per 8 hours) Stand 08/

21 Newcomer M0074F Qualification Program for Junior Management Sales Successful KPI and Process Management Go M0074F-AA The participant: > Can apply the basic knowledge of process management issues at a dealership and particularly in his/her management activities in sales > Can apply basic instruments and methods for process optimization > Is familiar with the vehicle sales process at the dealership, as well as its subprocesses, and can use the tools and applications to successfully manage and further develop his/her sales business > Is familiar with the indicators for the vehicle sales business in a dealership operation and can use them to increase the efficiency and profitability of his/her area of responsibility > Can use reporting and controlling instruments, tools and applications > Fundamentals of process management at the Mercedes-Benz retail level > Advantages, elements, tools and documentation for the sales process > Practical leadership examples in the sales process. From process analysis to process optimization, with practical examples > Detailed information on subprocesses, e.g. scheduling, delivery, follow-up, etc. > Fundamentals of HR development in sales. Organizational structure and function descriptions concerning employee requirement profiles and job descriptions > Basic models and methods of change management to optimize processes in dealership operations > Fundamentals and elements of management using key performance indicators (KPIs) for dealers and sales > Closer examination of indicators and using them to manage sales > Information and application examples of the management and controlling tools in the new and used vehicle sales > Working with practical examples for management based on sales KPIs Training Depth Go Method Theorie 50%, Practice50% 3,0 days (per 8 hours) Stand 08/

22 Newcomer M0096F Qualification Program for Junior Management Sales Final Test Go M0096F-AA The individual progress of the participant in the qualification program is determined. > Administration of a written knowledge test > Depending on the results of the test, a supplementary interview will be conducted. Training Depth Go Method Theorie 100%, Practice0% 0,5 days (per 8 hours) Stand 08/

23 Newcomer$6$Newcomer M0020P Qualification Program Successful Used Vehicle Management Curriculum Level 1 & 2 M0020P-AA The participant: > Can analyze opportunities and potentials in the market > Can develop effective sales strategies based on used vehicle sales targets > Knows the requirements for effective used vehicle management > Knows the relevant key figures and how to use them to successfully steer his business > Knows the processes and operational key figures in used vehicle management and the starting points for optimizing them > Knows the main marketing instruments and channels > Can effectively employ the correct marketing measures to optimally exploit market potential Level 1: > Integrating the used vehicle business in the sales process at the dealership > Fundamentals of process management for successful used vehicle sales > Competitive pricing in the used vehicle business > Basic business models using different sales channels > Requirements for the used vehicle salesperson Level 2: > Control using key figures in used vehicle sales > Stock management > Special marketing features in the used vehicle business > Fundamentals of business administration and controlling in the used vehicle business > Managing used vehicle sellers Training Depth Method Theorie 30%, Practice70% Note This curriculum can only be booked as a package. A final test comes at the end of the second module. 7,0 days (per 8 hours) Stand 08/

24 Professionals M0081F Dealer Strategies and Measures to Achieve 2020 Growth Targets Successfully Mastering the Challenges of Social Media, Generation X, and Growth in the Management Team Run M0081F-AA The participants: > Have intensively examined the new customer target groups, their lifestyles, communication habits, and motivations for purchasing, and can define areas requiring action/attention in sales and service staff management > Have integrated the influences, challenges, and action requirements of social media in their dealer and marketing strategy > Have defined specific areas requiring action/attention in order to expand their sales channels and optimize their sales approach and presentation of the vehicles being promoted > Know how the service and finance products can be effectively used to gain customers and increase loyalty rates > Knowledge and understanding of the lifestyles and communication habits of the new sales and service target groups > Development of effective local market strategies for the acquisition of modern young target groups > Dealer sales strategy for adding new customer target groups while retaining the loyalty of existing customer bases > Expanding the marketing toolbox and sales channels with the aid of interactive business simulations > Leading and coaching the sales teams in dynamic change processes in the market > Analysis of the different influencing factors of social media on sales and service and development of specific action and development fields > Chances and potentials of the service and finance products for gaining customers and increasing loyalty Training Depth Run Method Theorie 50%, Practice50% 2,0 days (per 8 hours) Stand 08/

25 Optional prerequisite Professionals M0058F Passenger Cars Market Exploitation Successful Management in Fleet Sales Run M0058F-AA The participants: > Have developed specific fleet sales strategies > Know the demands and tasks required of a fleet salesperson > Can state the key success criteria in the fleet business for establishing initial contact, negotiations and closing sales > Are familiar with the tools used for preparing offers in the fleet business > Can use KPIs to analyze their fleet business and steer it toward success > Can name the main advantages and the application of service packages > Know the most important compliance rules and recommended behavior for a sustainable fleet business > Fleet sales strategy/scope and practical implementation in the dealership > Specific information on the role of a Mercedes-Benz fleet sales manager > Processing of business cases and the phases of the fleet sales process > Use of relevant key performance indicators > Fleet sales processes > Service packages and downstream business > Compliance rules in the fleet business S0018E Passenger Cars Fleet Sales Module 1 e-training Go Training Depth Run Method Theorie 40%, Practice60% 2,0 days (per 8 hours) Stand 08/

26 Professionals M0089F Trucks Customer Retention Sales Success through Customer Satisfaction Fly M0089F-AA Participants are familiar with: > CSI project background > Importance of the project, can identify with its objectives and are motivated > Current situation or status (CSI result) - in the market - in their sales and service outlet or working environment > Leverage points - for increasing customer satisfaction in their operations and how to implement them - for actions that contribute to increased customer satisfaction and how to implement them > Their role as managers - in the implementation and monitoring of measures - in the achievement of CSI objectives in their dealership > Information on the current situation, the status of CSI results and current CSI projects on the market > Performance indicators and leverage points to improve customer satisfaction and derive specific measures for individual dealership operations > Responsibilities and requirements for the roles of the management teams to optimize customer orientation in truck sales > Monitoring and controlling development measures for an optimal customer orientation in dealership operations Optional prerequisite Successful completion of a basic qualification for the retail management newcomer or participation in the C-management program. Training Depth Fly Method Theorie 75%, Practice25% Note This training course is intended for the entire management team in retail truck operations. Wholesale district managers are also advised to participate. 1 day (per 8 hours) Stand 08/

27 Professionals M0105F Trucks Customer Retention Sales success through customer satisfaction Follow-up workshop Fly M0105F-AA Participants are familiar with: > The current status of the CSI project in their market > Best-practice examples from dealerships - For improving customer satisfaction - And can transfer and implement successful measures > Information on the current situation, the status of CSI results and current CSI projects on the market > Best-practice examples from the market to improve customer satisfaction and derive specific measures for individual dealership operations > Monitoring and controlling development measures for an optimal customer orientation in dealership operations Optional prerequisite Successful completion of a retail management newcomer basic qualification or participation in the C-management program. Training Depth Fly Method Theorie 25%, Practice75% Note This training course is intended for the entire management team in retail truck operations. Wholesale district managers are also advised to participate. 1 day (per 8 hours) Stand 08/

28 Professionals M0097F Market Exploitation OTC Excellence Maximizing Parts and Accessories Sales Through Targeted Market Cultivation Fly M0097F-AA, Parts/Accessories Salesperson The participant: > Can implement the new profile expectations for Service & Parts retail teams > Can support, cultivate and advise his sales team as a manager in retail > Is familiar with current success-related KPIs and levers for controlling and increasing revenues in the retail parts/accessories business > Understands the dynamics and fields of action based on KPIs and systems > Is familiar with the parts/accessories strategy and controlling philosophy > Is familiar with relevant tools and systems for successful controlling and increasing revenues in the parts business > Can advise his sales team, managerial staff and employees in relevant adjacent divisions in the dealership operation on sales measures, as well as formulate and follow up on an action plan > Service & Parts strategy with cascading over the three sales levels > Profile models and requirements set for logistics managers and their sales staff > Mission and fields of action for logistics managers that are critical to success > Current aftersales market situation with corresponding data and KPIs > Delta analysis for the MPC and network targets and derived fields of action > Analysis of success-related KPIs (e.g. RePO = Retention & Penetration OTC) > Overview, structure and logistics of the parts range (captive, competitive) > Derivation of measures to develop parts business and profits at the dealer level > Implementation and monitoring of development measures in the dealership operation > Use of relevant tools and systems > Basis for consulting methods and skills > Working through business cases and business simulations Training Depth Fly Method Theorie 40%, Practice60% 2,0 days (per 8 hours) Stand 08/

29 Professionals M0107F Market Exploitation Using "Mercedes connect me" in the Dealership Potential for Customer Acquisition and Loyalty Fly M0107F-AA The participant: > Is familiar with the individual products (service bundles) > Is familiar with the potential of Mercedes me and can develop fields of action for market exploitation for retail management > Is aware of how Mercedes me can support the sales objectives for and can develop corresponding measures > Knows how to prepare his/her dealership the implementation in terms of processes, systems and personnel > Knows what potential Mercedes me holds for customer recovery > Information about all Mercedes me Connected Services > Information about system requirements and processes in sales and service > Mercedes me and customer benefits > Mercedes me and increased customer loyalty > Mercedes me as a sales argument and an opportunity to gain new customers Training Depth Fly Method Theorie 70%, Practice30% 1 day (per 8 hours) Stand 08/

30 Professionals M0102F Used Car Sales Managing Market Exploitation, KPI Controlling and Sales Staff Controlling Run M0102F-AA The participants: > Can align the organization and management of the used vehicle business with results and sales > Can analyze opportunities and potential in the market and introduce effective market cultivation activities based on department targets > Understand how to use different sales channels > Can introduce and sustain promotional sales activities for their own market > Can manage their sales team based on target agreements > Control using key figures in used vehicle sales > Stock management > Special marketing features in the used vehicle business > Business administration, relevant KPIs and controlling in the used vehicle business > Managing used vehicle sellers using target agreements Training Depth Run Method Theorie 50%, Practice50% 3,0 days (per 8 hours) Stand 08/

31 Professionals M0103F Used Car Sales Managing, Controlling and Developing Profitable Used Vehicle Sales Go M0103F-AA The participant: > Can analyze opportunities and potential in the market > Can develop effective sales strategies based on used vehicle sales targets > Knows the requirements for effective used vehicle management > Knows the relevant key figures and how to use them to successfully steer his business > Knows the processes and operational key figures in used vehicle management and the starting points for optimizing them > Integrating the used vehicle business in the sales process at the dealership > Fundamentals of a successful used vehicle sales process management > Competitive pricing in the used vehicle business > Basic business models using different sales channels > Requirements for the used vehicle salesperson Training Depth Go Method Theorie 50%, Practice50% 4,0 days (per 8 hours) Stand 08/

32 Service Quality M0003Q Qualification Program Service/Parts and Sales Marketing Specialist M0003Q-AA The participants: > Are able to describe the entire marketing cycle and apply it to their area of responsibility > Are familiar with communication basics to effectively define their interface role > Have the knowledge needed to organize customer-oriented and successful marketing campaigns > Have knowledge of the product range in the service and parts sector > Are familiar with the legal regulations and warranty guidelines relevant to their work > Can safely operate and effectively apply the systems and tools relevant to their work The qualification program consists of the following individual training course and begins with the initial test. Following the initial test you will receive a recommendation on which training course(s) you should book: > M0003P-AA Qualification Program Service/Parts and Sales Marketing Specialist Competency Analysis > M0013F-AA Service/Parts and Sales Marketing Specialists Introductory Module Go > M0014F-AA Service/Parts and Sales Marketing Specialists Marketing Fundamentals Go > M0015F-AA Service/Parts and Sales Marketing Specialist Communication & Customer Orientation Go > M0016F-AA Service/Parts and Sales Marketing Specialists Systems and analysis tools Go As soon as all your qualifications have been verified, you will receive your certificate. Training Depth Method Theorie 0%, Practice100% 10,5 days (per 8 hours) Stand 08/

33 Service Quality M0013F Service/Parts and Sales Marketing Specialists Introductory Module Go M0013F-AA The participant > Critically analyzes his/her role and requirement profile as a service/parts marketing specialist and recognizes his/her strategic importance > Recognizes customer orientation as a central element of successful marketing and long-term corporate success > Has service and parts department product knowledge and can generate marketing approaches from product characteristics > Is familiar with the legal regulations and warranty guidelines of relevance to his/her function > Function, task and responsibility of the service/parts marketing specialists > Service and parts product knowledge > Legal bases and warranty guidelines > Transfer of the work order for the project work > Explanation of the further program sequence Training Depth Go Method Theorie 0%, Practice100% Note. 2,0 days (per 8 hours) Stand 08/

34 Service Quality M0016F Service/Parts and Sales Marketing Specialists Systems and analysis tools Go M0016F-AA The participant > Is familiar with the systems and analysis tools used in his market for the marketing and service department > Is able to reliably use the systems and analysis tools relevant to his function > Is able to create relevant evaluations using the systems and analysis tools > Is familiar with the standard service and parts department processes > Systems and analysis tools used in the market with relevance to the function of the service/parts marketing specialist Training Depth Go Method Theorie 50%, Practice50% 2,0 days (per 8 hours) Stand 08/

35 Service Quality M0014F Service/Parts and Sales Marketing Specialists Marketing Fundamentals Go M0014F-AA The participant > Is familiar with the marketing cycle and its individual steps > Is familiar with various market analysis instruments and is able to apply these > Is able to derive specific action areas based on the market analysis > Is familiar with marketing instruments and is able to use these (marketing Ps, marketing mix) > Is able to develop a sales support strategy and use this to generate annual and result planning > Is familiar with the fundamentals of project management > Is familiar with marketing controlling instruments and methods > Is able to derive action recommendations for future measures on the basis of successful controlling > Marketing cycle > Market analysis instruments > Marketing instruments and marketing mix > Sales support strategies > Annual and result planning > Project management > Marketing controlling > Management business game for practical implementation of the theoretical input Training Depth Go Method Theorie 50%, Practice50% Note A very practice-oriented training concept: management business game with theoretical input sequences 3,0 days (per 8 hours) Stand 08/

36 Service Quality M0015F Service/Parts and Sales Marketing Specialist Communication & Customer Orientation Go M0015F-AA The participant: > Is able to use the fundamentals of cognitive and consumer psychology to successfully structure customer communication > Is familiar with the importance of emotions and attitudes to the effectiveness of advertising and marketing > Reflects on the Mercedes-Benz brand > Is able to use various communication media for specific target groups > Is able to structure and implement marketing campaigns in a customer-oriented manner > Is able to effectively and successfully structure communication with different contacts > Is familiar with techniques for preempting conflicts, as well as constructive conflict resolution > Is able to process and present information for specific target groups > Fundamentals of cognitive and consumer psychology > Mercedes-Benz brand > Various customer communication media > Customer-oriented marketing > Creativity techniques > Communication model > Conflict avoidance and solution strategies > Information processing > Presentation techniques Training Depth Go Method Theorie 0%, Practice100% 3,0 days (per 8 hours) Stand 08/

37 Certification M0001Q Qualification Program C-Management Retail M0001Q-AA The participant: > Has undergone an initial evaluation and, based on this, received an analysis of their personal situation and a development plan based on LEAD criteria. Existing competencies and possible training needs have been defined. > Can manage and lead their area of responsibility at a dealership with the goal of achieving maximum customer satisfaction across all customer contact points and beyond > Is familiar with the knowledge and skills required for their management areas based on the results of the evaluation. > Has undergone a final assessment and received certification as a Certified Retail according to the quality and requirement criteria specified by Daimler AG The qualification program consists of the following individual training course and begins with the initial test. Following the initial test you will receive a recommendation on which training course(s) you should book: > M0069F-AA Qualification Program C- Retail Initial Test > M0037F-AA C-Management Successfully Managing Challenges in the Automotive Business Kick-Off Module > M0006F-AA C-Management Strategic Management for Business Success > M0007F-AA C-Management Successful and Strategic Market Exploitation > M0008F-AA C-Management Sales Business Management > M0039F-AA C-Management After-Sales Business Management > M0128F-AA C-Management Successful Process Management in the Dealership > M0010F-AA C-Management Recruiting and Developing Employees > M0009F-AA C-Management Successful and Motivating Leadership > M0070F-AA Qualification Program C- Retail Final Test and Certification As soon as all your qualifications have been verified, you will receive your certificate. Optional prerequisite The etraining S0004E > Welcome Go must be completed before starting the kick-off module. Training Depth Method Theorie 50%, Practice50% Note Your tasks as a manager are quite varied. For your employees, you are their "rock", you set a good example and your customers trust you. High product and service quality at Daimler AG is both obligation and tradition in equal Stand 08/

38 measure. This is why you have been given managerial responsibility. It is our aim to continue delivering the best possible services every day, in all areas. This benefits us all. The company, the customers and each of our employees. The C-Management certification series provides you with an opportunity to address all aspects of successful dealership management. 15,0 days (per 8 hours) Stand 08/

39 Certification M0080F C-Management Potential Appraisal for s of Retail Operations Run M0080F-AA Any lack of performance potential or that which would require detailed training of the participant for a future retail management position is determined and recorded. > Carry out psychological tests > Work through business cases and simulations > A supplementary interview that is based on the business case will be conducted alongside the tests. Optional prerequisite Carry out before recruitment. The measure is not intended for experienced and currently employed retail managers. Training Depth Run Method Theorie 50%, Practice50% Note The management potential appraisal is an option and preceding supplement to the C- management evaluation. The concept is not intended for own retail. 1 day (per 8 hours) Stand 08/

40 Optional prerequisite Certification M0008F C-Management Sales Business Management M0008F-AA The participant: > Realizes that the successful management of his/her area of responsibility depends on knowing, understanding and influencing the key figures of his/her business > Knows the individual building blocks that make up his/her total margin > Is familiar with the underlying key figures > Is able to use these to successfully manage his/her area of responsibility > Is familiar with the basic makeup of balance sheets and P&L statements and is aware of their fundamental importance to his/her business > Is familiar with the most important economic factors that influence the success of sales activities (short-term profit and loss statement, SPLS) > Is able to correctly classify business transactions on the SPLS > Learns the contents of real-life profit and loss planning in sales > Learns a method for calculating the break-even point and is able to use this as a management indicator > Is capable of using the results of the break-even analysis to actively influence profit and loss planning Business administration basics: sales, costs, margin > Content and methodology: - Balance sheet - Profit and loss account - Short-term profit and loss statement > "SPLS story" Case study > Profit and loss planning in sales > Structural data: - Sales planning - HR planning > Calculating the break-even point > Processing profit and loss planning Management Evaluation Training Depth Method Theorie 40%, Practice60% Note Presentation, interaction and group work; transfer into practice. 2,0 days (per 8 hours) Stand 08/

41 Optional prerequisite Certification M0039F C-Management After-Sales Business Management M0039F-AA The participant is familiar with/can > the economical principle and can describe the minimum/maximum principle > Describe the basic structure of a balance sheet > Describe how to determine return on sales (RoS) > Costs and activities in an aftersales operation > Define direct costs and overhead costs > Full costing > Define variable and fixed costs > Direct costing > Name measures to reduce costs and increase sales > Break-even point analysis and can apply it > Dealer sales and profit structure > Key service indicators and their guideline values and can name the interrelationships > Links between processes, basic data and indicators > Use the service indicators and name the interrelationships > Profitability > Gross sales > Balance sheet > Cost and activity accounting > Break-even point analysis > Sales and profit structure for a dealer > Key service indicators > Key figures and processes Management Evaluation Training Depth Method Theorie 50%, Practice50% 2,0 days (per 8 hours) Stand 08/

42 Optional prerequisite Certification M0010F C-Management Recruiting and Developing Employees M0010F-AA The participant: > Realizes the benefits of the requirements profiles for employees in key positions in their operations (e.g. salespeople, service advisors, diagnosis technicians) > Knows the procedure for filling job openings > Is aware of the significance (including financial significance) of selecting the right people > Appreciates why requirements profiles are useful and necessary > Is familiar with the requirements criteria for employees in key positions in their operations > Understands the logical structure behind the requirements profiles > Knows which key qualifications are especially important for his/her employees in order to successfully put ideas into practice > Becomes aware of the importance of the issues of trainability and the difficulty of evaluating criteria from the requirements profile > Is familiar with possible observation errors and cases during the employee selection process > Is familiar with the basic instruments for personnel development > Is familiar with the phases and aspects of personnel development planning > Recruiting using the profiles of Daimler AG > Increasing professionalism in selection interviews > Instruments for personnel development Management Evaluation Training Depth Method Theorie 50%, Practice50% Note Mixture of presentations, interaction and group work; transfer into practice. 2,0 days (per 8 hours) Stand 08/

43 Optional prerequisite Certification M0128F C-Management Successful Process Management in the Dealership M0128F-AA The participant: > Has developed sales processes across all dealership departments from the customer perspective > Understands the advantages and benefits of process management > Has independently developed a customer-oriented process and experienced the key points in process development > Knows about the basics of the customer-oriented sales and service process > Has identified and understood the relationship to process development > Has taken the first step in implementing process management > Understands the definition of interfaces and can actively manage these interfaces between sales and aftersales > Has worked out optimization options for his own operation using practice cases > Has experienced and reflected on the dynamics of process organization, process optimization and process controlling in a team exercise > Has practiced implementation and communication of changes using his/her own practical examples and identified the crucial points > The situation of the customer in contact with the brand and the dealership > Fundamentals of customer-oriented process organization > Mercedes-Benz retail sales and aftersales processes > Dynamics of process development > Identification of critical process steps in your own operation > Transparency and interfaces in the process > Process gap analysis in practice > Process transparency and process optimization over all points of customer contact > Change management in practice > Work groups for interface optimization Management Evaluation Training Depth Method Theorie 40%, Practice60% Note Mixture of presentations, interaction and group work; transfer into practice. 3,0 days (per 8 hours) Stand 08/