Training Program Worldwide 2015 Sales of Service and Parts

Training Program Worldwide 2015 Update Nov 2014 Global Training The finest automotive learning. Stand 11/2014 1

SALES OF SERVICE AND PARTS 5 Behavior- and Sales-Competence 5 V0122Q Passenger Cars Qualification Program Service Receptionist Go 5 V0126E Passenger Cars Qualification Program Service Receptionist Final Test 7 V0092F Passenger Cars Mercedes-Benz Genuine Accessories Product Range and Presentation Run 8 V0012P Passenger Cars, smart, Vans, Trucks ABCs for Service Assistants and Service Receptionists Qualification Program Levels 1 to 2 Go 9 V0019F Passenger Cars, Trucks, Vans, smart The ABCs for Parts and Accessories Salespersons Go 11 V0030F Passenger Cars, Trucks, Vans, smart The ABCs for Service Advisers Go 12 V0038F Passenger Cars, smart, Vans, Trucks Assessing Employee Potential in Service Go 13 V0118F Passenger Cars Competence in Customer Contact Professional Customer Communication Go14 V0117F Passenger Cars Competence in Customer Contact Shaping Your Own Role & Customer-Oriented Processes Go 15 V0116F Passenger Cars Competence in Customer Contact Customer and Segment-Oriented Service and Sales Consulting Run 16 V0119F Passenger Cars Competence in Customer Contact Customer Support with Social Media and Mercedes connect me Go 17 V0120F Passenger Cars Competence in Customer Contact Active Sales and Acquisitions Go 18 V0099F Passenger Cars, Vans, Trucks Competence in Customer Contact Fit for Field Service - Successful Acquisition and Sales Run 19 V0003E Passenger Cars, Vans, Trucks Handling Customer Complaints Professionally e-training Go 20 V0075F Passenger Cars, Trucks, Vans, smart Capitalizing on Second Chances Confident and customeroriented in complaint situations Run 21 V0002E Passenger Cars, smart, Vans, Trucks Customer Contact Competence Diagnosis - C3D Web-Based Testing System Go 22 V0015F Passenger Cars, smart, Vans, Trucks Video Training at Workplace Consulting Customers and Selling Services Training on the Job Run 23 V0004E Passenger Cars, Vans, Trucks Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories e-training Go 24 V0005E Passenger Cars, Trucks, Vans Brand Values of Service & Parts e-training Go 25 V0097F Trucks Brand Values and Understanding of Service Trucks You Can Trust - Partnership at its best Mini Module Go 26 V0094F Trucks Competence in Customer Contact Trucks You Can Trust - Partnership at its best Run 27 Stand 11/2014 2

Service Products and Parts/Accessories 28 V0084F Passenger Cars Mercedes-Benz Service24h Organization and Processing Module 1 Go 28 V0085F Passenger Cars Mercedes-Benz Service24h Customer-Oriented Behavior in Breakdown Cases Module 2 Go 29 V0088P Passenger Cars Mercedes-Benz Service24h Organization, Breakdown Case Processing and Customer-oriented Behavior at the Breakdown Location Go 30 V0128E Passenger Cars, smart Service products Competence check Run 31 V0026F Passenger Cars, smart Service Products Customer and Vehicle Loyalty with Success Run 32 V0100E Passenger Cars, Vans, Trucks Roadside Assistance Mercedes-Benz Service24h e-training Go33 V0086F Vans, Trucks Mercedes-Benz Service24h Organization and Processing Module 1 Go 34 V0087F Vans, Trucks Mercedes-Benz Service24h Customer-Oriented Behavior in Breakdown Cases Module 2 Go 35 V0089P Vans, Trucks Mercedes-Benz Service24h Organization, Breakdown Case Processing and Customer-oriented Behavior at the Breakdown Location Go 36 V0071F Passenger Cars Competent Marketing of Service Contracts Customer Benefits, Active Advantage/Benefit Argumentation and Calculation Run 37 V0024F Passenger Cars, Vans, smart Roadside Assistance Mobility Services Customer Benefits and Processing Run 38 V0047F Passenger Cars, Trucks, Vans Mercedes-Benz Genuine Parts and Remanufactured Parts Persuasive Argumentation for Greater Sales and Potentials Combined Training Run 39 V0027F Trucks, Vans Service Products Customer and vehicle loyalty with success Run 40 Stand 11/2014 3

Certification 41 V0075F Passenger Cars, Trucks, Vans, smart Capitalizing on Second Chances Confident and customeroriented in complaint situations Run 41 V0023F Passenger Cars, smart, Vans, Trucks Mentor Training for the C-SA and C-Parts Training Program Run 42 V0076F Passenger Cars, smart, Vans, Trucks Qualification Program for Certified Service Advisors 43 V0058E Passenger Cars, smart Qualification Program Certified Service Advisors Initial Test Go 45 V0060F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Success in the Service Advisor Role Module 1 Go 46 V0061F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Realizing Cross-Selling Potentials Module 2 Go 47 V0062F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Self- Management and Teamwork Module 3 Go 48 V0064F Passenger Cars, smart Qualification Program Certified Service Advisors Brand Positioning and Competition Module 5 Go 49 V0065F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Successfully Marketing Service Products and Genuine Parts Module 6 Go 50 V0066F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Warranty, Goodwill and Legal Fundamentals Module 7 Go 51 V0067F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Communication as a Key to Long-Term Customer Loyalty Module 8 Go 52 V0121E Passenger Cars, smart, Vans, Trucks Qualification Program Initial test for previously certified service advisors 53 V0068F Passenger Cars, smart Qualification Program Certified Service Advisors Final Test and Certification Module 9 Go 54 V0093F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts and Accessories Salespersons 55 V0101E Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts and Accessories Salespersons Initial Test Go 57 V0102F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Success in the role as Parts-/Accessories Salesperson Module 1 Go 58 V0103F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Conducting Competent Sales Discussions Using Interfaces in the Dealership Operation Module 2 Go 59 V0104F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Successful argumentation for Mercedes-Benz Genuine/Reman Parts & Accessories Module 3 Go 60 V0105F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Warranty, Goodwill and Legal Fundamentals Module 4 Go 61 V0106F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Challenge: Customer Contact on the Telephone Module 5 Go 62 V0107F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Final Test and Certification Module 6 Go 63 V0124E Vans, Trucks Qualification Program Certified Service Advisor Initial Test Go 64 V0123E Vans, Trucks Qualification Program Certified Service Advisors Brand Positioning and Competition Module 5 Go 65 V0125E Vans, Trucks Qualification Program Certified Service Advisor Final Test and Certification Module 9 Go 66 Stand 11/2014 4

Behavior- and Sales-Competence V0122Q Passenger Cars Qualification Program Service Receptionist Go V0122Q-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales > Is able to convincingly assume his/her role as a professional service receptionist on completion of the course > Sets standards of customer care, views each contact with the customer as a professional challenge, and ensures that work orders and customer issues are taken care of completely and permanently. The customer experiences the service receptionist as competent, trustworthy and convincing in his/her role as a specialist and discussion and advisory partner in all questions concerning the product and services. 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: > V0122P-AA Passenger Cars Qualification Program Service Receptionist Competency Analysis > P0121F-AA Passenger Cars Service Operating Processes After-sales applications in the acceptance process Go > V0117F-AA Passenger Cars Competence in Customer Contact Shaping Your Own Role & Customer-Oriented Processes Go > V0118F-AA Passenger Cars Competence in Customer Contact Professional Customer Communication Go > V0119F-AA Passenger Cars Competence in Customer Contact Customer Support with Social Media and Mercedes connect me Go > V0120F-AA Passenger Cars Competence in Customer Contact Active Sales and Acquisitions Go > V0126E-AA Passenger Cars Qualification Program Service Receptionist Final Test As soon as all your qualifications have been verified, you will receive your certificate. Optional prerequisite Mandatory prerequisite V0002E- C3D, S0004E- Welcome, V0131E Basic Technical Training P0107E Passenger Cars Service Operating Processes Mercedes-Benz Connect Stand 11/2014 5

e-training Go V0128E Passenger Cars, smart Service products Competence check Run This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 100% Note 12,0 days (per 8 hours) Stand 11/2014 6

Behavior- and Sales-Competence V0126E Passenger Cars Qualification Program Service Receptionist Final Test V0126E-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales Mandatory prerequisite The customer experiences the customer contact consultant as competent, trustworthy and convincing in his/her role as a specialist and discussion and advisory partner in all questions concerning the product and services. > Is able to convincingly assume his/her role as a professional customer contact consultant on completion of the course > Sets standards of customer care, views each contact with the customer as a professional challenge, and ensures that work orders and customer issues are taken care of completely and permanently. P0121F Passenger Cars Service Operating Processes After-sales applications in the acceptance process Go V0117F Passenger Cars Competence in Customer Contact Shaping Your Own Role & Customer-Oriented Processes Go V0118F Passenger Cars Competence in Customer Contact Professional Customer Communication Go V0119F Passenger Cars Competence in Customer Contact Customer Support with Social Media and Mercedes connect me Go V0120F Passenger Cars Competence in Customer Contact Active Sales and Acquisitions Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Method Theorie 100% Note The participant must have performed the test "V0122Q". 0 hours Stand 11/2014 7

Behavior- and Sales-Competence V0092F Passenger Cars Mercedes-Benz Genuine Accessories Product Range and Presentation Run V0092F-AA Mandatory prerequisite Parts/Accessories Salesperson, Parts Advisor Warehouse, Service Receptionist, Service Advisor, Salesperson > Is familiar with the Mercedes-Benz genuine accessories product range > Is familiar with contact persons and information procurement options > Can explain the advantages and benefits of Mercedes-Benz genuine accessories to customers and argue them accordingly in customer discussions > Is aware of the importance of target group-oriented presentation in the customer contact area > Receives examples of the customer-oriented presentation of Mercedes-Benz genuine accessories in the customer contact area > Collection product range, vehicle-related accessories, retrofitting options > Information procurement, ordering and warranty via MBA portal, ODUS and PAT > Advantages and added benefits in comparison with competing products > Advantage/benefit argumentation in customer discussions > Customer-oriented presentation in the customer contact area V0004E Passenger Cars, Vans, Trucks Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories e-training Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 100% 2,0 days (per 8 hours) Stand 11/2014 8

Behavior- and Sales-Competence V0012P Passenger Cars, smart, Vans, Trucks ABCs for Service Assistants and Service Receptionists Qualification Program Levels 1 to 2 Go V0012P-AA Service Receptionist The participants: > Can reliably provide a professional, congenial and friendly reception as the first contact person for Mercedes-Benz and smart customers in line with the brand values > Know how they can increase the CSI and implement Mercedes-Benz service standards and processes > Can determine the desires of the customer, provide professional appointment management and ensure prompt and professional service consulting > Know how they can improve their personal impression and their personality > Can successfully manage order discussions and difficult initial consultations > Can de-escalate difficult situations and complaint discussions with professionalism Seminar level 1: "Professional Customer Reception" (3 days) > Customers' expectations for Mercedes-Benz and smart products, employees and service operation > Dealing with the role requirements for reception personnel and Mercedes-Benz customer care standards > Image and brand-compatible appearance and demeanor > Empathy and perception in customer communication > Fundamentals and tools of communication > Service brand values and CSI > Phone-based appointment management Optional prerequisite Seminar level 2: "Customer-Oriented Communication & Difficult Conversation Situations" (3 days) > Evaluation and reflection of work and learning results of the operational process exercises > The challenge to service assistants of satisfying diverse expectations > Personality and communication > Positively mastering customer complaints and difficult discussion situations through professional communication > Self-management and stress management to increase personal impact and effectiveness during customer contact > Exchanging advice with colleagues on specific challenges Previous completion of the C3D customer contact competence check is recommended: "V0002E Customer Contact Competence Diagnosis C3D Web-Based Testing System Go". The e-training "V0005E Service & Parts Brand Values" is recommended as preparation. Training Depth Go Method Theorie 50%, Practice50% Note Work on the dealership phase exercises during the practice phase between modules 1 and 2. Stand 11/2014 9

6,0 days (per 8 hours) Stand 11/2014 10

Behavior- and Sales-Competence V0019F Passenger Cars, Trucks, Vans, smart The ABCs for Parts and Accessories Salespersons Go V0019F-AA Parts/Accessories Salesperson > Knows the customers' expectations of Mercedes-Benz as a premium manufacturer and is aware of his/her role and potential in influencing customer satisfaction > Is able to actively structure customer contact for advice and sales > Is able to actively increase parts and accessories turnover through benefit argumentation > Attains greater confidence in the sales discussion in order to successfully undertake his/her task of selling within the operation > Importance of customer orientation in Mercedes-Benz aftersales retail > Advice and sales as factors of successful business > Question techniques > Sales success through benefits argumentation > Confidence in concluding sales Training Depth Go Method Theorie 100% 3,0 days (per 8 hours) Stand 11/2014 11

Behavior- and Sales-Competence V0030F Passenger Cars, Trucks, Vans, smart The ABCs for Service Advisers Go V0030F-AA Service Advisor > Knows the special requirements for Mercedes-Benz service advisors with customer contact > Knows the customers' expectations of Mercedes-Benz as a premium manufacturer and is aware of his/her personal control of and responsibility for influencing the CSI > Can successfully carry out needs analysis, prediagnosis and customer consultations at the vehicle as part of the customer contact process > Knows the essential discussion techniques and how to argue the benefits and respond to counterarguments > Knows the fundamentals of successful complaint handling > Customer orientation and CSI in Mercedes-Benz after-sales retail > The customer contact process with emphasis on prediagnosis, needs analysis and work order clarification > Techniques for benefit-based argumentation > Fundamentals of complaint discussions Training Depth Go Method Theorie 100% Note The training course is aimed at casual employees in service reception New full-time service advisors receive their qualifications in the certified service advisor training series. 5,0 days (per 8 hours) Stand 11/2014 12

Behavior- and Sales-Competence V0038F Passenger Cars, smart, Vans, Trucks Assessing Employee Potential in Service Go V0038F-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson The employee assessment process supports you in determining the skills, capabilities and competencies of your service employees (such as service advisors, parts/accessories salespersons, service support staff). Various diagnostic assessment procedures are applied to determine whether the employees concerned have what it takes (skills, capabilities and competencies) to be successful in positions involving customer contact. Furthermore, the assessment process will help in determining whether a given employee is likely to be successful in subsequent training to become a certified service advisor or certified parts/accessory salesperson. The process of assessing employee potential in service consists of several modules: > Module 1: Customer Contact Competence Diagnosis C3D Web-Based Test System (V0002E/KKKDC) > Module 2: Accompaniment by Appraiser During Normal Operational Workflows > Module 3: Interview with Role Plays > Module 4 (optional): Decision-Making Capability (Determination of Planning and Organizational Skills) > Module 5: Results of Assessment and Feedback Training Depth Go Method Theorie 100% Note Important: The course for assessing employee potential in service cannot be booked through SABA. For further information and scheduling options, please contact Mr. Markus Widera by phone: +49 (0) 160 8602702. 1 day (per 8 hours) Stand 11/2014 13

Behavior- and Sales-Competence V0118F Passenger Cars Competence in Customer Contact Professional Customer Communication Go V0118F-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales > Knows the most important communication models and can apply them in practical situations > Knows how to make modern letters and chats successful > Can analyze and respond to letters involving real-life cases in a professional, customeroriented manner > Has trained on the important aspects of modern customer correspondence > Is aware of the importance of the telephone as an instrument for providing customer support and promoting customer loyalty > Can describe and successfully implement tools for professional phone communication > Can provide professional scheduling and consulting services on the telephone > Takes advantage of opportunities to shift the focus of phone calls from the complaint to agreeing on a productive course of action > Recognizes how his or her phone contact can impact the CSI > Fundamentals and tools of communication > Questioning and conversation techniques for efficiently determining needs and applicable sales arguments > Addressing Mercedes-Benz target groups > Objective and rules of modern customer correspondence > Planning and formulating customer-oriented letters > Sample letters for typical complaint cases > Importance of the telephone for customers' perception of sales and service quality > Tools for structured and customer-oriented conversations on the telephone > Professional and customer-oriented appointment scheduling by telephone as a CSI success factor > Professional handling of complaints > Chat Training Depth Go Method Theorie 100% 3,0 days (per 8 hours) Stand 11/2014 14

Behavior- and Sales-Competence V0117F Passenger Cars Competence in Customer Contact Shaping Your Own Role & Customer-Oriented Processes Go V0117F-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales > Knows the CCCA job profile and has reflected on it as regards his/her work experience and potential > Knows how his own behavioral preferences and patterns influence customer contact and can actively apply this knowledge > Can state the six Service & Parts brand values and explain their importance > Can analyze and assess the quality of processes in after-sales retail and optimize them in accordance with the workshop process > Utilizes interfaces to promote teamwork in the dealership > The CCCA: Overall concept, requirements, importance of the role for business success > Brand positioning of Mercedes-Benz Service & Parts > Methods and background information on behavior analyses and behavior changes > Organizing and optimizing the relationship with various dealership interfaces Training Depth Go Method Theorie 50%, Practice50% 3,0 days (per 8 hours) Stand 11/2014 15

Behavior- and Sales-Competence V0116F Passenger Cars Competence in Customer Contact Customer and Segment-Oriented Service and Sales Consulting Run V0116F-AA Service Advisor, Customer Contact Personnel After-Sales, Service Receptionist, Parts/Accessories Salesperson Mandatory prerequisite > Can independently identify different customer needs and requirements > Can generate segments with differentiated requirements in relation to the vehicle age and model series > Can create segment-oriented service and parts offers and use appropriate customer benefit arguments > Can explain the importance of fair-value repair methods for customer retention and loyalty > Segmenting possibilities for customers and vehicles > Examples for creating segment-oriented quotations > Customer-oriented needs/requirements analysis > Creation and significance of a long-term customer relationship through fair-value parts and repair methods > Increasing loyalty among current customers with segment-oriented service products (e.g. Service Advantage Card) V0004E Passenger Cars, Vans, Trucks Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories e-training Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 100% 2,0 days (per 8 hours) Stand 11/2014 16

Behavior- and Sales-Competence V0119F Passenger Cars Competence in Customer Contact Customer Support with Social Media and Mercedes connect me Go V0119F-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales > Knows what falls under the categories of "new media" and "social media" > Is familiar with key social media applications and their importance for the automotive industry > Knows how Mercedes-Benz presents itself in social media > Can argue in favor of current Daimler apps in a customer-oriented manner > Can state opportunities and risks involved in communicating with customers via the new media > Is familiar with the Social Media Playbook as Daimler AG guidelines > Is familiar with the umbrella brand and customer platform "Mercedes me" and can describe its five pillars > Can distinguish between MB Contact and Mercedes connect me > Can answer questions about data protection in relation to Mercedes connect me > Is familiar with service process requirements that result from Mercedes connect me > Has developed ideas for an inspiring and profitable customer support with social media and Mercedes me > The new media at a glance: definition, examples, and terms > Daimler AG guidelines for the use of new media > Presence of Mercedes-Benz in the new media > Mercedes-Benz apps > Exchange of experience using new media in customer contact situations > Opportunities and risks of social media when interacting with customers > "Mercedes me": the brand as part of the personal customer network > Five pillars: move me, connect me, assist me, finance me, inspire me > Distinguishing between MB Contact and Mercedes connect me services > Mercedes connect me and the service process > Mercedes connect me and data protection > Practical examples and exercises > Developing profitable concepts for online customer support for everyday service needs Training Depth Go Method Theorie 100% 2,0 days (per 8 hours) Stand 11/2014 17

Behavior- and Sales-Competence V0120F Passenger Cars Competence in Customer Contact Active Sales and Acquisitions Go V0120F-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales > Regards himself/herself as a service receptionist and service salesperson > Can successfully establish initial contact to prospective customers in a variety of different situations > Can successfully and professionally establish phone contact > Can hold customer-oriented sales discussions > Is aware of the importance of establishing and maintaining internal and external networks > Customer segmentation and customer approach > Initial contact by phone > Methods of selling > Exchange of experience Training Depth Go Method Theorie 100% 2,0 days (per 8 hours) Stand 11/2014 18

Behavior- and Sales-Competence V0099F Passenger Cars, Vans, Trucks Competence in Customer Contact Fit for Field Service - Successful Acquisition and Sales Run V0099F-AA Customer Contact Personnel After-Sales > Sees himself/herself as a customer acquisition agent, salesperson and field service support specialist with a mission and a goal > Reflect on and further optimize sales planning activities > Knows how to successfully prepare for and follow-up on professional customer contacts > Can successfully establish initial contact to prospective customers in a variety of different situations > Can successfully and professionally establish telephone contact > Can hold customer-oriented sales discussions > Is aware of the importance of establishing and maintaining internal and external networks > Special considerations/role perception of sales professionals in the field > Sales planning (generating, training, editing and maintaining contacts) > Determining and agreeing on objectives > Personal initial contact (cold calling, objectives, preparation, legal aspects) > Telephone contact > Sales methods for field service > Preparation and follow-up for customer discussions > Personal sales discussion > Networking (external and internal contacts), sharing experience Training Depth Run Method Theorie 50%, Practice50% Note This seminar is for field service employees only (service work and/or parts/accessories). 4,0 days (per 8 hours) Stand 11/2014 19

Behavior- and Sales-Competence V0003E Passenger Cars, Vans, Trucks Handling Customer Complaints Professionally e-training Go V0003E-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson > Knows the phases of a successful complaint discussion > Knows his/her role and responsibility in the complaint management system > Can explain how conflicts arise and what emotions and reactions they trigger > Can identify the aims of a customer complaint > Is familiar with the levels of escalation of a complaint and is able to apply them in conversations > See a complaint as an opportunity > Fundamentals of communication > Fundamentals of complaint management and complaint discussion > Five-phase model for a successful complaint discussion Training Depth Go Method Theorie 100% 1,5 hours Stand 11/2014 20

Behavior- and Sales-Competence V0075F Passenger Cars, Trucks, Vans, smart Capitalizing on Second Chances Confident and customer-oriented in complaint situations Run V0075F-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson Optional prerequisite > Understands the importance of professional complaint management in the context of customer satisfaction and loyalty > Understands his personal impact on complaint situations and the importance of cooperation in the dealership > Has critically assessed the impact of his attitude and behavior in customer interactions > Applies a practice-oriented communications model to handle complaint situations > Has practiced dealing with different complaint situations and received feedback > Success factor complaint management > Tools and fundamentals of successful communication > The 5-phase model > Handling phone complaints > Handling written complaints > Handling in-person complaints > De-escalating difficult situations with customers > Applying what was learned in role plays with feedback Qualification as certified service advisor, passenger cars "V0059P Qualification Program for Certified Service Advisors Go", Completion of the e-training "V0003E Professional Handling of Customer Complaints e-training Go". Training Depth Run Method Theorie 50%, Practice50% 2,0 days (per 8 hours) Stand 11/2014 21

Behavior- and Sales-Competence V0002E Passenger Cars, smart, Vans, Trucks Customer Contact Competence Diagnosis - C3D Web-Based Testing System Go V0002E-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson > Objective, standardized and efficient assessment of non-trainable factors for successful customer contact prior to any possible application and/or qualification measures (e.g. training to become a Certified Service Advisor) > Improvement in service quality through optimum appointments to key customer contact positions (reception, cashiers, parts & accessory sales, service desk, vehicle sales) > Objective determination of competence and skills relating to customer contact > The participant receives a comprehensive skills profile covering the following areas: - Sociability and conscientiousness - Job motivation - Empathy - Customer orientation - Resilience Training Depth Go Method Theorie 100%, Practice0% Note Important: The course for assessing employee potential in service cannot be booked through SABA. For further information and scheduling options, please contact Mr. Markus Widera at Widera@daimler.com. 0 hours Stand 11/2014 22

Behavior- and Sales-Competence V0015F Passenger Cars, smart, Vans, Trucks Video Training at Workplace Consulting Customers and Selling Services Training on the Job Run V0015F-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson Optional prerequisite The participants: > Can realistically assess their individual and team effectiveness in sales and complaint discussions and improve on it in a flexible manner to improve company success > Have a realistic external view of their conduct in customer and sales conversations and can optimize these to bring about greater sales success > Can reflect upon the effect of their consulting behavior on the customer and adapt it to the customer and market requirements in a targeted manner > Introductory workshop with involved employees on location > Further develop individual skills in customer consultation and sales talks > Perform the right needs analysis > Recognize "buy" signals, argue the benefits > Solve complaints in a professional and customer-oriented way > Identify customer needs and successfully conduct prediagnosis conversations > Professional appointment management on the telephone > Benefit-oriented explanation of invoices > Dealing with customer objections > Quoting the right price > Closing out sales talks > Individual learning objectives are developed with the employees and documented in writing In on-site in-person talks with service management, an analysis is done to determine and agree on the training requirements of each employee. Training Depth Run Method Theorie 0%, Practice100% Note The length of the training program depends on the number of employees receiving training. One trainer can properly train two participants per day, which includes video recordings of customer conversations followed by an analysis by the employee and the trainer. Initial order clarification with LKD/SL/LOL and exact content and sequence planning Introductory workshop with all involved employees on location (about 2 h). Content of the introductory workshop: Clarify expectations and content, clarify and agree upon training sequence and confidential matters, define the personal benefits for employees. Thorough post-training feedback to service management (e.g. on these topics: sales, complaint, team cooperation, customer reception, CSI levers, etc.). Recommendation: One follow-up training after 4-6 weeks to verify transfer. 2,0 days (per 8 hours) Stand 11/2014 23

Behavior- and Sales-Competence V0004E Passenger Cars, Vans, Trucks Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories e-training Go V0004E-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson The participant is familiar with the fundamentals of > Persuasive customer benefit argumentation when selling services > Discussing and negotiating prices > Handling objections > Design and use of feature/advantage/benefit argumentation when selling service activities and replacement parts > Recognizing buy signals > Using the sandwich method in price negotiations > Handling price objections professionally Training Depth Go Method Theorie 90%, Practice10% 1,0 hours Stand 11/2014 24

Behavior- and Sales-Competence V0005E Passenger Cars, Trucks, Vans Brand Values of Service & Parts e-training Go V0005E-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson The participant can > Name the six Service & Parts brand values > Match the six brand values to the three customer groups: passenger cars, commercial vehicles and OTC > Explain the meaning of each of the brand values > The Mercedes-Benz Service & Parts philosophy of value and service > Brand positioning of Mercedes-Benz Service & Parts > Values-based and individualized customer orientation as a factor for success > Personal attitude and inner demeanor as a basis for individualized customer care > What expectations does the "My Service" campaign raise among our customers Training Depth Go Method Theorie 0%, Practice100% 1,0 hours Stand 11/2014 25

Behavior- and Sales-Competence V0097F Trucks Brand Values and Understanding of Service Trucks You Can Trust - Partnership at its best Mini Module Go V0097F-AA Service Advisor > Is familiar with the initial situation and the need to increase quantifiable customer satisfaction > Is familiar with measures and aids to increasing the satisfaction of his customers > Starting point > Current action areas and measures to increase customer satisfaction Training Depth Go Method Theorie 100% 0,5 hours (per 60 minutes) Stand 11/2014 26

Behavior- and Sales-Competence V0094F Trucks Competence in Customer Contact Trucks You Can Trust - Partnership at its best Run V0094F-AA Service Advisor, Service Receptionist, Parts/Accessories Salesperson > Is familiar with the initial situation and the need to increase quantifiable customer satisfaction > Can comprehend the connection between "Trucks You Can Trust" and "Partnership on Equal Terms" > Knows what is meant by "Partnership on Equal Terms" > Knows why "Partnership on Equal Terms" is important to sales success > Is familiar with measures and aids to increasing the satisfaction of his customers > Starting point > Connection between "Trucks You Can Trust" and "Partnership on Equal Terms" > Customer contact with special meaning for a partnership on equal terms > Personal influence on customer satisfaction surveys (CSI) > Current action areas and measures to increase customer satisfaction Training Depth Run Method Theorie 100% 1 day (per 8 hours) Stand 11/2014 27

Service Products and Parts/Accessories V0084F Passenger Cars Mercedes-Benz Service24h Organization and Processing Module 1 Go V0084F-AA Service24h Technician, Diagnosis Technician, System Technician > Can act independently and make business decisions > Recognizes the advantages of the implemented hardware and software solutions and their interfaces > Acquires proficiency in processes that pertain to his job > Can use Mercedes-Benz service products > Can describe the protection at the breakdown location to ensure the highest safety possible for the customer and himself > Recognizes the importance that repairs be performed with sound technical skills > Repair order processing in breakdown cases > Warranty and goodwill processing > Parts supply/procurement > Mobility products > Mercedes-Benz service products > Protection at the breakdown location Training Depth Go Method Theorie 100% 2,5 days (per 8 hours) Stand 11/2014 28

Service Products and Parts/Accessories V0085F Passenger Cars Mercedes-Benz Service24h Customer-Oriented Behavior in Breakdown Cases Module 2 Go V0085F-AA Service24h Technician, Diagnosis Technician, System Technician > Knows what is important for breakdown cases regarding customer contact and communication and can use this > Can find customer-oriented problem solutions with the customer > Recognizes the high value of the topic Mercedes-Benz Service24h and the importance of his job > Breakdown cases: A challenge for customers and Mercedes-Benz Service24h technicians customer-oriented help > Breakdown case processing of Mercedes-Benz Service24h, "the" specialist in breakdown assistance is the customer's focus in breakdown cases > The significance of motivation and commitment for service quality at Mercedes-Benz Service24h Training Depth Go Method Theorie 100% 2,5 days (per 8 hours) Stand 11/2014 29

Service Products and Parts/Accessories V0088P Passenger Cars Mercedes-Benz Service24h Organization, Breakdown Case Processing and Customer-oriented Behavior at the Breakdown Location Go V0088P-AA Service24h Technician, Diagnosis Technician, System Technician > Can act independently and make business decisions > Recognizes the advantages of the implemented hardware and software solutions and their interfaces > Knows what is important for breakdown cases regarding customer contact and communication and can use this > Acquires proficiency in processes that pertain to his job as a Service24h technician > Can find customer-oriented problem solutions with the customer > Can use Mercedes-Benz mobility and service products > Can describe the protection at the breakdown location to ensure the highest safety possible for the customer and himself > Understands the importance of solid technical expertise in performing repairs > Recognizes the high value of the topic of Mercedes-Benz Service24h and the importance of his job Organization, processing and customer-oriented behavior in breakdown cases: > The breakdown case: A challenge for both customers and Mercedes-Benz Service24h technicians customer-oriented assistance > Mercedes-Benz Service24h breakdown case processing; "the" specialist in breakdown assistance is the customer's focus in breakdown cases > The significance of motivation and commitment for service quality at Mercedes-Benz Service24h > Repair order processing > Warranty and goodwill processing > Parts supply/procurement > Mobility packages > Mercedes-Benz service products > Protection at the breakdown location Training Depth Go Method Theorie 100% Note This package consists of the following modules: V0084F Passenger Cars Mercedes- Benz Service24h Organization and Processing Module 1 Go and V0085F Passenger Cars Mercedes-Benz Service24h Customer-Oriented Behavior in Breakdown Cases Module 2 Go 5,0 days (per 8 hours) Stand 11/2014 30

Service Products and Parts/Accessories V0128E Passenger Cars, smart Service products Competence check Run V0128E-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson Optional prerequisite The participant can: > Demonstrate content in the initial test > Mercedes-Benz service products for passenger cars > Differences between customer loyalty and vehicle loyalty > Information channels for Mercedes-Benz passenger car service products > Establishing a professional sales process in service > Tools for professional sales discussions > Carrying out and evaluating practically oriented sales discussions Completing the e-training "V0004E Cars, Vans, Trucks Basic Price/Benefit Arguments for the Sale of Services, Parts and Accessories e-training Go" Training Depth Run Method Theorie 100% 0 hours Stand 11/2014 31

Service Products and Parts/Accessories V0026F Passenger Cars, smart Service Products Customer and Vehicle Loyalty with Success Run V0026F-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson Optional prerequisite > Can name the Mercedes-Benz service products for passenger cars and state their content > Can recognize customer needs > Is able to actively offer Mercedes-Benz service products for passenger cars and explain their benefits during sales discussions > Is able to actively market Mercedes-Benz passenger car service products and services as customer loyalty and customer satisfaction instruments > Can apply designated information channels/options for Mercedes-Benz service products for cars on the Internet/intranet > Can state the relationship between workshop capacity utilization and parts sales > Can apply the fundamentals of a successful sales talk > Mercedes-Benz service products for passenger cars > Differences between customer loyalty and vehicle loyalty > Information channels for Mercedes-Benz passenger car service products > Establishing a professional sales process in service > Tools for professional sales discussions > Carrying out and evaluating practically oriented sales discussions Completing the e-training "V0004E Cars, Vans, Trucks Basic Price/Benefit Arguments for the Sale of Services, Parts and Accessories e-training Go" Training Depth Run Method Theorie 100% Note The training will be recognized for division changes for sales advisors switching commercial vehicles to passenger cars and complies with BER standards. 2,0 days (per 8 hours) Stand 11/2014 32

Service Products and Parts/Accessories V0100E Passenger Cars, Vans, Trucks Roadside Assistance Mercedes-Benz Service24h e-training Go V0100E-AA Service24h Technician, Warranty Specialist, Service Receptionist, Service Advisor, Other, Salesperson, Workshop Foreman The participant > Is familiar with the support services provided by Mercedes-Benz in breakdown cases > Is familiar with the different process steps and participants in breakdown cases > Can state the meaning of mobility services for customer loyalty > Presentation of the service quality provided by Mercedes-Benz > Presentation of the process chain > Needs of customers in a breakdown situation > Process sequence with the involvement of CAC/CCC > Necessary process steps associated with professional Service24h > Integration of case-based breakdown/mobility services > Advantages for the dealer Training Depth Go Method Theorie 100% 0,5 hours Stand 11/2014 33

Service Products and Parts/Accessories V0086F Vans, Trucks Mercedes-Benz Service24h Organization and Processing Module 1 Go V0086F-AA Service24h Technician, Diagnosis Technician, System Technician > Can act independently and make business decisions > Recognizes the advantages of the implemented hardware and software solutions and their interfaces > Acquires proficiency in processes that pertain to his job > Can use Mercedes-Benz service products > Can describe the protection at the breakdown location to ensure the highest safety possible for the customer and himself > Recognizes the importance that repairs be performed with sound technical skills > Repair order processing in breakdown cases > Warranty and goodwill processing > Parts supply/procurement > Mobility products > Mercedes-Benz service products > Protection at the breakdown location Training Depth Go Method Theorie 100% 2,5 days (per 8 hours) Stand 11/2014 34

Service Products and Parts/Accessories V0087F Vans, Trucks Mercedes-Benz Service24h Customer-Oriented Behavior in Breakdown Cases Module 2 Go V0087F-AA Service24h Technician, Diagnosis Technician, System Technician > Knows what is important for breakdown cases regarding customer contact and communication and can use this > Can find customer-oriented problem solutions with the customer > Recognizes the high value of the topic Mercedes-Benz Service24h and the importance of his job > Breakdown cases: A challenge for customers and Mercedes-Benz Service24h technicians customer-oriented help > Breakdown case processing of Mercedes-Benz Service24h, "the" specialist in breakdown assistance is the customer's focus in breakdown cases > The significance of motivation and commitment for service quality at Mercedes-Benz Service24h Training Depth Go Method Theorie 100% 2,5 days (per 8 hours) Stand 11/2014 35

Service Products and Parts/Accessories V0089P Vans, Trucks Mercedes-Benz Service24h Organization, Breakdown Case Processing and Customer-oriented Behavior at the Breakdown Location Go V0089P-AA Service24h Technician, Diagnosis Technician, System Technician > Can act independently and make business decisions > Recognizes the advantages of the implemented hardware and software solutions and their interfaces > Knows what is important for breakdown cases regarding customer contact and communication and can use this > Acquires proficiency in processes that pertain to his job as a Service24h technician > Can find customer-oriented problem solutions with the customer > Can use Mercedes-Benz mobility and service products > Can describe the protection at the breakdown location to ensure the highest safety possible for the customer and himself > Understands the importance of solid technical expertise in performing repairs > Recognizes the high value of the topic of Mercedes-Benz Service24h and the importance of his job Organization, processing and customer-oriented behavior in breakdown cases: > The breakdown case: A challenge for both customers and Mercedes-Benz Service24h technicians customer-oriented assistance > Mercedes-Benz Service24h breakdown case processing; "the" specialist in breakdown assistance is the customer's focus in breakdown cases > The significance of motivation and commitment for service quality at Mercedes-Benz Service24h > Repair order processing > Warranty and goodwill processing > Parts supply/procurement > Mobility services > Mercedes-Benz service products > Protection at the breakdown location Training Depth Go Method Theorie 100% Note This package consists of the following modules: V0086F Vans, Trucks Mercedes-Benz Service24h Organization and Processing Module 1 Go and V0087F Vans, Trucks Mercedes-Benz Service24h Customer-Oriented Behavior in Breakdown Cases Module 2 Go 5,0 days (per 8 hours) Stand 11/2014 36

Optional prerequisite Service Products and Parts/Accessories V0071F Passenger Cars Competent Marketing of Service Contracts Customer Benefits, Active Advantage/Benefit Argumentation and Calculation Run V0071F-AA Service Advisor, Service Receptionist > Can describe the different service agreements > Is familiar with individual customer benefits > Can create customer-oriented quotes using the calculation program iquote > Can apply structured arguments related to customer advantages and benefits in consulting and sales dialogs > Product modules from different service agreements > Advantages and benefits for the customer and operation > Using the calculation program iquote > Conducting successful sales and consulting dialogs Participants should have previous experience/contact with customers. Mandatory prerequisite V0004E Passenger Cars, Vans, Trucks Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories e-training Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 70%, Practice30% 2,0 days (per 8 hours) Stand 11/2014 37

Optional prerequisite Service Products and Parts/Accessories V0024F Passenger Cars, Vans, smart Roadside Assistance Mobility Services Customer Benefits and Processing Run V0024F-AA Service Advisor, Warranty Specialist, Service24h Technician, Service Receptionist The participant can: > Match the validity of individual mobility services with the MB passenger car, smart and MB van categories > Explain the background and advantages of the mobility services > Implement and invoice the mobility services for MB passenger cars, smart and MB vans > Knows the further procedures and processes for the mobility services for MB passenger cars, smart and MB vans > Knows how to actively emphasize and implement mobility services during consultations to promote customer loyalty > Mercedes-Benz mobility services Mobilo, MobiloLife, smart road assistance and MobiloVan as additional service to promote customer loyalty > Service scopes, validities, and processing during customer contact > Detailed information on current Mercedes-Benz mobility services for MB passenger cars, smart and MB van categories Practical experience in after-sales customer contact situations is a prerequisite. Training Depth Run Method Theorie 70%, Practice30% 2,0 days (per 8 hours) Stand 11/2014 38

Service Products and Parts/Accessories V0047F Passenger Cars, Trucks, Vans Mercedes-Benz Genuine Parts and Remanufactured Parts Persuasive Argumentation for Greater Sales and Potentials Combined Training Run V0047F-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson > Knows the performance features of Mercedes-Benz genuine parts and reconditioned parts and their benefits to the customer > Can argue in favor of Mercedes-Benz genuine parts in a customer-oriented manner > Can proactively sell Mercedes-Benz genuine parts & reconditioned parts according to needs determined in customer discussions > Can describe the portfolio of Mercedes-Benz genuine parts & reconditioned parts > Knows the difference between factory repair and reconditioned assemblies > Knows the performance features of Mercedes-Benz genuine parts & reconditioned parts and their benefits to the customer > Knows the price positioning of these parts compared to new parts and used parts > Masters the processes for handling reconditioned parts including the system for determining the return value > Knows the added value for the Mercedes-Benz service operation > Why use Mercedes-Benz genuine parts and reconditioned parts? > Comparison of genuine parts and reconditioned parts with offers from the open market > Presentation of Mercedes-Benz genuine parts and reconditioned parts as part of the MBVD marketing plan > Performance features, customer benefits, value for money > Customer groups for reconditioned parts for vehicle segments 2+3, and for business customers in the commercial vehicle sector > Reconditioned-part processes: parts identification, ordering and return delivery > Practical aspects of determining the value of returned units > Fundamentals of persuasive argumentation > Realistic customer conversations focusing on benefit argumentation, plus help in dealing with customer objections Training Depth Run Method Theorie 50%, Practice50% 2,0 days (per 8 hours) Stand 11/2014 39

Service Products and Parts/Accessories V0027F Trucks, Vans Service Products Customer and vehicle loyalty with success Run V0027F-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson Optional prerequisite > Can name the Mercedes-Benz service products for commercial vehicles and state their content > Can recognize customer needs > Is able to actively offer Mercedes-Benz service products for commercial vehicles and provide benefit-oriented arguments during sales discussions > Is able to actively market Mercedes-Benz CV service products and services as customer loyalty and customer satisfaction instruments > Can apply information channels designated for Mercedes-Benz service products for commercial vehicles on the Internet/intranet > Can describe mutually reinforcing interactions with workshop capacity utilization and parts sales > Can apply the fundamentals of a successful sales discussion > Mercedes-Benz service products for commercial vehicles > Differences between customer loyalty and vehicle loyalty > Support provided by Mercedes-Benz Sales Germany > Information channels for Mercedes-Benz CV service products > Establishing a professional sales process in service > Tools for professional sales discussions > Carrying out and evaluating practically oriented sales discussions Completing the e-training "V0004E Cars, Vans, Trucks Fundamentals of Arguments for the Benefits and Prices in the Sale of Services, Parts and Accessories e-training Go". Training Depth Run Method Theorie 100% Note The training will be recognized when changing divisions from Passenger Car Service Advisor to Commercial Vehicle Sales Advisor and complies with BER standards. 2,0 days (per 8 hours) Stand 11/2014 40

Certification V0075F Passenger Cars, Trucks, Vans, smart Capitalizing on Second Chances Confident and customer-oriented in complaint situations Run V0075F-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson Optional prerequisite > Understands the importance of professional complaint management in the context of customer satisfaction and loyalty > Understands his personal impact on complaint situations and the importance of cooperation in the dealership > Has critically assessed the impact of his attitude and behavior in customer interactions > Applies a practice-oriented communications model to handle complaint situations > Has practiced dealing with different complaint situations and received feedback > Success factor complaint management > Tools and fundamentals of successful communication > The 5-phase model > Handling phone complaints > Handling written complaints > Handling in-person complaints > De-escalating difficult situations with customers > Applying what was learned in role plays with feedback Qualification as certified service advisor, passenger cars "V0059P Qualification Program for Certified Service Advisors Go", Completion of the e-training "V0003E Professional Handling of Customer Complaints e-training Go". Training Depth Run Method Theorie 50%, Practice50% 2,0 days (per 8 hours) Stand 11/2014 41

Certification V0023F Passenger Cars, smart, Vans, Trucks Mentor Training for the C-SA and C- Parts Training Program Run V0023F-AA Parts/Accessories Salesperson, Service Advisor > Knows the structure, organization and contents of the C-SA and C-Parts training programs > Understands their role as a mentor, as well as its importance for the successful participation of their service advisors or parts/accessories salespersons in the C-SA and C-Parts training programs > Knows the homework that the service advisors or parts/accessories salespersons have to work through during the operation phases at their own dealership operation > Knows the basic rules for successful employee consultation discussions > Sequence, structure and contents of the C-SA and C-Parts training series and final exam > Role and responsibility of the mentor as a part of the C-SA and C-Parts training programs > and organization of the operation phases, learning in the home dealership operation > Examination regulations and sequence within the scope of the C-SA and C-Parts training series > Fundamentals and practice for holding employee discussions as a part of mentoring Training Depth Run Method Theorie 50%, Practice50% Note The training to become a certified service advisor or parts/accessories salesperson demands a high level of independent work at the dealership operation and at home. These exercises are a part of the overall concept and require active support from the respective mentor. This mentor thus makes a decisive contribution to the success of the training. 2,0 days (per 8 hours) Stand 11/2014 42

Certification V0076F Passenger Cars, smart, Vans, Trucks Qualification Program for Certified Service Advisors V0076F-AA Service Advisor > Is after the training capable of convincingly performing his/her role of professional manager of the entire customer-oriented service process. > Sets standards of customer care, views each contact with the customer as a professional challenge and ensures that work orders and customer issues are taken care of completely and permanently. The customer experiences the Certified Service Advisor as competent, trustworthy and convincing in his/her role as a specialist, discussion and advisory partner in all questions concerning the product and services. 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: > V0058E-AA Passenger Cars, smart Qualification Program Certified Service Advisors Initial Test Go > V0060F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Success in the Service Advisor Role Module 1 Go > V0061F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Realizing Cross-Selling Potentials Module 2 Go > V0062F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Self-Management and Teamwork Module 3 Go > V0063F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Using Key Figures to Achieve Business Success Module 4 Go > V0064F-AA Passenger Cars, smart Qualification Program Certified Service Advisors Brand Positioning and Competition Module 5 Go > V0065F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Successfully Marketing Service Products and Genuine Parts Module 6 Go > V0066F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Warranty, Goodwill and Legal Fundamentals Module 7 Go > V0067F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Communication as a Key to Long-Term Customer Loyalty Module 8 Go > V0068F-AA Passenger Cars, smart Qualification Program Certified Service Advisors Final Test and Certification Module 9 Go Stand 11/2014 43

As soon as all your qualifications have been verified, you will receive your certificate. Optional prerequisite Prior successful completion of customer contact competence check: "V0002E Customer Contact Competence Diagnosis - C3D Web-Based Testing System Go". Training Depth Method Theorie 50%, Practice50% Note Please note: modules 1, 2 and 8 are mandatory courses that every participant must complete. 22,0 days (per 8 hours) Stand 11/2014 44

Certification V0058E Passenger Cars, smart Qualification Program Certified Service Advisors Initial Test Go V0058E-AA Service Advisor Identification of knowledge deficits to develop a personalized training plan for the certified service advisor qualification program. This is an online test designed to assess theoretical knowledge in the following fields of competence for the qualification program for certified service advisors: > Service and workshop processes > Business success with key figures > Fundamentals of service marketing > Industry and market > Legal basics > Warranty law, warranty and goodwill policies Training Depth Go Method Theorie 100% 0 hours Stand 11/2014 45

Certification V0060F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Success in the Service Advisor Role Module 1 Go V0060F-AA Service Advisor > Knows the requirements profile for certified service advisors and has reflected on it as regards his/her work experience and potentials > Knows the main legal requirements in the area of "Compliance" > Knows how his own behavioral preferences and patterns influence customer contact and teamwork and can actively use this knowledge > Knows the most important communication models and can apply them in practical situations > The service advisor: Overall concept, requirements, importance of the role for business success > Compliance rules for dealers > Methods and background information on behavioral analyses and behavioral changes > Fundamentals and scientific models of communication Training Depth Go Method Theorie 50%, Practice50% 4,0 days (per 8 hours) Stand 11/2014 46

Certification V0061F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Realizing Cross-Selling Potentials Module 2 Go V0061F-AA Service Advisor Mandatory prerequisite > Is able to conduct customer-oriented consultations and sales talks > Can analyze and assess the quality of processes in After-Sales retail and optimize them in accordance with WP 2010 > Question and discussion techniques for efficient determination of needs and use of customer benefit arguments > Practicing consultations and sales dialogs based on the WP 2010 > Addressing Mercedes-Benz target groups > Organization and optimization of the customer processes in accordance with WP 2010 as an instrument for customer retention V0004E Passenger Cars, Vans, Trucks Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories e-training Go V0060F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Success in the Service Advisor Role Module 1 Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 4,0 days (per 8 hours) Stand 11/2014 47

Certification V0062F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Self-Management and Teamwork Module 3 Go V0062F-AA Service Advisor Mandatory prerequisite > Knows methods to manage himself/herself during complex and dynamic work situations > Is familiar with aspects of team dynamics and can reflect on his/her role in this environment and determine what actions to take > Team dynamics and personal ability to work in a team > Planning methods, personal goals, time and self-management V0058E Passenger Cars, smart Qualification Program Certified Service Advisors Initial Test Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 2,0 days (per 8 hours) Stand 11/2014 48

Certification V0064F Passenger Cars, smart Qualification Program Certified Service Advisors Brand Positioning and Competition Module 5 Go V0064F-AA Service Advisor Mandatory prerequisite Participants are familiar with: > Mercedes-Benz brand positioning and the service brand > The local service market and the competition > The Block Exemption Regulation framework > Information on the local after-sales market > Information on the BER regulation > The Mercedes-Benz service brand > Brand values of Mercedes-Benz V0005E Passenger Cars, Trucks, Vans Brand Values of Service & Parts e-training Go V0058E Passenger Cars, smart Qualification Program Certified Service Advisors Initial Test Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 1 day (per 8 hours) Stand 11/2014 49

Certification V0065F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Successfully Marketing Service Products and Genuine Parts Module 6 Go V0065F-AA Service Advisor Mandatory prerequisite > Is familiar with the marketing content and methods for after-sales retail marketing, and understands his/her role in it as a Certified Service Advisor > Is familiar with the local VS2 marketing activities > Is familiar with the current service products and genuine parts/accessories and can argue their benefits for the customer > Instruments of service marketing at the dealership level > Current customer loyalty programs > Service offerings, parts and accessories and their benefit argumentation > Mobility services and additional offers V0058E Passenger Cars, smart Qualification Program Certified Service Advisors Initial Test Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 3,0 days (per 8 hours) Stand 11/2014 50

Certification V0066F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Warranty, Goodwill and Legal Fundamentals Module 7 Go V0066F-AA Service Advisor Mandatory prerequisite > Can apply the fundamentals for audit-proof warranty and goodwill processing > Is familiar with the general legal conditions, relevant laws and their application, and the consequences in practice for customer support > Customer-oriented and audit-proof warranty and goodwill processing > Information on the legal framework for the automotive trade and service business with a discussion of practical examples V0058E Passenger Cars, smart Qualification Program Certified Service Advisors Initial Test Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 2,0 days (per 8 hours) Stand 11/2014 51

Certification V0067F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Communication as a Key to Long-Term Customer Loyalty Module 8 Go V0067F-AA Service Advisor Mandatory prerequisite > Sees complaints as an opportunity to improve customer loyalty > Can work on complaints and complaint discussions in a customer-oriented manner > Can professionally hold customer discussions on the telephone > Is familiar with the latest in new media and the benefits they provide in initiating and shaping contacts within our customer group > Reasons for complaints, opportunities and risks > Methods for handling objections and de-escalation of critical discussions > Special features of and techniques for customer discussions on the telephone > Personal customer support and practical exercises V0003E Passenger Cars, Vans, Trucks Handling Customer Complaints Professionally e-training Go V0061F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Realizing Cross-Selling Potentials Module 2 Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 4,0 days (per 8 hours) Stand 11/2014 52

Certification V0121E Passenger Cars, smart, Vans, Trucks Qualification Program Initial test for previously certified service advisors V0121E-AA Parts/Accessories Salesperson, Service Advisor > Is able to convincingly assume his/her role as a professional parts and accessories salesperson > Sets standards of customer care, views each contact with the customer as a professional challenge, and ensures that work orders and customer issues are taken care of completely and permanently. The customer experiences the Certified Parts/Accessories Salesperson as competent, trustworthy and convincing in his/her role as a specialist and consultant for all questions concerning the product and services. Initial test for certified parts and accessories salespersons Optional prerequisite. Training Depth Method Theorie 50%, Practice50% Note This initial test is for previously certified service advisors with previous job experience, who plan to also become a certified parts and accessories salesperson. 0 hours Stand 11/2014 53

Certification V0068F Passenger Cars, smart Qualification Program Certified Service Advisors Final Test and Certification Module 9 Go V0068F-AA Service Advisor Mandatory prerequisite The after-sales customer-orientation standards are ensured within the framework of the "Daimler C-Service Certification Process". The final test/certification consists of two talks with customers that simulate a given customer contact situation as well as a written test covering all modules: > Consultation and sales talk at the vehicle > Complaint discussions > Written test V0058E Passenger Cars, smart Qualification Program Certified Service Advisors Initial Test Go V0067F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Communication as a Key to Long-Term Customer Loyalty Module 8 Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 1 day (per 8 hours) Stand 11/2014 54

Certification V0093F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts and Accessories Salespersons V0093F-AA Parts/Accessories Salesperson > Is able to convincingly assume his/her role as a professional parts and accessories salesperson > Sets standards of customer care, views each contact with the customer as a professional challenge, and ensures that work orders and customer issues are taken care of completely and permanently. The customer experiences the Certified Parts/Accessories Salesperson as competent, trustworthy and convincing in his/her role as a specialist and consultant for all questions concerning the product and services. 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: > V0101E-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts and Accessories Salespersons Initial Test Go > V0102F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Success in the role as Parts-/Accessories Salesperson Module 1 Go > V0103F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Conducting Competent Sales Discussions Using Interfaces in the Dealership Operation Module 2 Go > V0104F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Successful argumentation for Mercedes-Benz Genuine/Reman Parts & Accessories Module 3 Go > V0105F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Warranty, Goodwill and Legal Fundamentals Module 4 Go > V0106F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Challenge: Customer Contact on the Telephone Module 5 Go > V0107F-AA Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Final Test and Certification Module 6 Go As soon as all your qualifications have been verified, you will receive your certificate. Stand 11/2014 55

Optional prerequisite Successful completion of the customer contact competence check: "V0002E Customer Contact Competence Diagnosis C3D Web-Based Testing System Go" is recommended. Training Depth Method Theorie 50%, Practice50% Note The completion of modules 1, 2 and 5 is mandatory for all participants. 13,0 days (per 8 hours) Stand 11/2014 56

Certification V0101E Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts and Accessories Salespersons Initial Test Go V0101E-AA Parts/Accessories Salesperson Identification of knowledge deficits to develop a personalized training plan for the certified parts and accessories salesperson. This is an online test designed to assess theoretical knowledge in the following fields of competence for the qualification program for certified parts and accessories salespersons: > Genuine Mercedes-Benz parts and accessories > Industry and market in parts and accessories sales > Legal basics > Warranty law, warranty and goodwill policies > Compliance Training Depth Go Method Theorie 100% 0 hours Stand 11/2014 57

Certification V0102F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Success in the role as Parts-/Accessories Salesperson Module 1 Go V0102F-AA Parts/Accessories Salesperson Mandatory prerequisite > Knows the requirements profile for certified parts and accessories salespersons and has reflected on it as regards his/her work experience and potentials > Knows how his own behavioral preferences and patterns influence customer contact and can actively use this knowledge > Knows the most important communication models and can apply them in practical situations > Can state the six Service & Parts brand values and explain their importance > Can match the six brand values to the three customer groups: passenger cars, commercial vehicles and OTC (over-the-counter parts) > The parts/accessories salesperson: Overall concept, requirements, importance of the role for business success > Brand positioning of Mercedes-Benz Service & Parts > Methods and background information on behavioral analyses and behavioral changes > Fundamentals and scientific models of communication V0005E Passenger Cars, Trucks, Vans Brand Values of Service & Parts e-training Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 3,0 days (per 8 hours) Stand 11/2014 58

Certification V0103F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Conducting Competent Sales Discussions Using Interfaces in the Dealership Operation Module 2 Go V0103F-AA Parts/Accessories Salesperson Mandatory prerequisite > Is able to conduct customer-oriented consultation and sales talks > Can analyze and assess the quality of processes in after-sales retail and optimize them in accordance with the logistics process > Knows how his/her work as a parts/accessories salesperson influences the key figures > Utilizes interfaces to promote teamwork in the dealership > Question and discussion techniques for efficient determination of needs and use of customer benefit arguments > Practicing consultation and sales discussions based on the logistics process > Addressing Mercedes-Benz target groups > Organization and optimization of the relationship with various dealership interfaces > Entrepreneurial approaches in parts sales V0102F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Success in the role as Parts-/Accessories Salesperson Module 1 Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 3,0 days (per 8 hours) Stand 11/2014 59

Certification V0104F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Successful argumentation for Mercedes-Benz Genuine/Reman Parts & Accessories Module 3 Go V0104F-AA Parts/Accessories Salesperson Mandatory prerequisite The participant > Is familiar with the performance features of genuine Mercedes-Benz parts and their customer benefits > Can argue in favor of genuine Mercedes-Benz parts in a customer-oriented manner > Can describe the portfolio of genuine Mercedes-Benz parts > Knows the added value for the Mercedes-Benz dealership operation > Current customer loyalty programs > Service offerings, parts and accessories and associated customer benefit arguments > Why use genuine Mercedes-Benz parts? > Comparison of genuine parts with offers from the open market > Presentation of genuine Mercedes-Benz parts > Performance features, customer benefits, value for money > Accessories V0004E Passenger Cars, Vans, Trucks Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories e-training Go V0101E Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts and Accessories Salespersons Initial Test Go V0103F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Conducting Competent Sales Discussions Using Interfaces in the Dealership Operation Module 2 Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 3,0 days (per 8 hours) Stand 11/2014 60

Certification V0105F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Warranty, Goodwill and Legal Fundamentals Module 4 Go V0105F-AA Parts/Accessories Salesperson Mandatory prerequisite > Can apply the fundamentals for audit-proof warranty and goodwill processing > Is familiar with the general legal conditions, relevant laws and their application, and the consequences in practice for customer support > Customer-oriented and audit-proof warranty and goodwill processing > Information on the legal framework for the automotive trade and parts business V0101E Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts and Accessories Salespersons Initial Test Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 1 day (per 8 hours) Stand 11/2014 61

Certification V0106F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Challenge: Customer Contact on the Telephone Module 5 Go V0106F-AA Parts/Accessories Salesperson Mandatory prerequisite The participant > Recognizes complaints as an opportunity for securing customer loyalty > Can conduct and process complaint discussions in a customer-oriented fashion > Can perform customer conversations professionally on the telephone > Can conduct customer-oriented sales discussions on the telephone > Reasons for complaints, the opportunities, and risks > Methods for handling objections and deescalation of critical discussions > Special considerations and techniques for customer discussions on the telephone > Personal customer care and performing practice exercises on the telephone > Social media V0003E Passenger Cars, Vans, Trucks Handling Customer Complaints Professionally e-training Go V0103F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Conducting Competent Sales Discussions Using Interfaces in the Dealership Operation Module 2 Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 3,0 days (per 8 hours) Stand 11/2014 62

Certification V0107F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Final Test and Certification Module 6 Go V0107F-AA Parts/Accessories Salesperson Mandatory prerequisite The after-sales customer-orientation standards are ensured within the framework of the "Daimler C-Parts Certification Process". The final test/certification consists of two talks with customers that simulate a given customer contact situation: > Consultation and sales talk > Complaint discussions V0101E Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts and Accessories Salespersons Initial Test Go V0106F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Parts/Accessories Salespersons Challenge: Customer Contact on the Telephone Module 5 Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 1 day (per 8 hours) Stand 11/2014 63

Certification V0124E Vans, Trucks Qualification Program Certified Service Advisor Initial Test Go V0124E-AA Service Advisor Identification of knowledge deficits to develop a personalized training plan for the certified service advisor qualification program. This is an online test designed to assess theoretical knowledge in the following fields of competence for the qualification program for certified service advisors: > Service and workshop processes > Business success with key figures > Fundamentals of service marketing > Industry and market > Legal fundamentals > Warranty law, warranty and goodwill policies Training Depth Go Method Theorie 100% 0 hours Stand 11/2014 64

Certification V0123E Vans, Trucks Qualification Program Certified Service Advisors Brand Positioning and Competition Module 5 Go V0123E-AA Service Advisor Mandatory prerequisite Participants are familiar with: > Mercedes-Benz brand positioning and the service brand > The local service market and the competition > The Block Exemption Regulation framework > Information on the local after-sales market > Information on the BER regulation > Mercedes-Benz service brand > Brand values of Mercedes-Benz V0005E Passenger Cars, Trucks, Vans Brand Values of Service & Parts e-training Go V0058E Passenger Cars, smart Qualification Program Certified Service Advisors Initial Test Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 0 hours Stand 11/2014 65

Certification V0125E Vans, Trucks Qualification Program Certified Service Advisor Final Test and Certification Module 9 Go V0125E-AA Service Advisor Mandatory prerequisite The after-sales customer-orientation standards are ensured within the framework of the "Daimler C-Service Certification Process". The final test/certification consists of two talks with customers that simulate a given customer contact situation, as well as a written test covering all modules: > Consultation and sales talk at the vehicle > Complaint talk > Written test V0058E Passenger Cars, smart Qualification Program Certified Service Advisors Initial Test Go V0067F Passenger Cars, smart, Vans, Trucks Qualification Program Certified Service Advisors Communication as a Key to Long-Term Customer Loyalty Module 8 Go This training/test has to be booked, before you are authorized to book the main training. You ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50% 0 hours Stand 11/2014 66