WELCOME TO SEAT REWARDS 2016

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Milo Lewis
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You can be rewarded and recognised through the programme with your new SEAT Rewards MasterCard, in the following areas; NOMINATE & RECOGNISE - Recognition for demonstrating one of the 7 SEAT

2 WELCOME TO SEAT REWARDS 2016 Our brand new SEAT Rewards programme is now here to recognise and reward businesses and individuals across the Network when you deliver outstanding team/personal performances, or when you stand out as a SEAT advocate by demonstrating our brand behaviours. You can be rewarded and recognised through the programme with your new SEAT Rewards MasterCard, in the following areas; NOMINATE & RECOGNISE - Recognition for demonstrating one of the 7 SEAT behaviours INCENTIVES - Individual performance through incentive campaigns BRAND LOYALTY - Personal development / qualification and long service PERFORMANCE AWARDS - Team performance through our Performance Awards linked to balanced scorecard results In the following pages you will find out about each of these opportunities so that your whole team can understand what s in it for them and how to make the most of the programme. Every member of a SEAT dealership should be part of SEAT Rewards - so ensure you all know how to register by reviewing the text on page 3. We are really excited about SEAT Rewards and the opportunities it will give you and your team to celebrate great SEAT people, so make sure you get involved and we hope you have a very rewarding Kind regards Matt Benns Head of Customer Quality & Network Development HERE S EVERYTHING YOU NEED KNOW: P 3 - HOW TO TAKE PART P 4 & 5 - NOMINATE & RECOGNISE See how we reward individuals when they demonstrate our SEAT behaviours and how you can recognise your colleagues for demonstrating them too. P 6 - INCENTIVES Find out about how tactical incentives aimed at specific job roles will give you a chance to receive personal rewards for delivering a fantastic performance. P 7 BRAND LOYALTY We appreciate your dedication to our joint customers, your own personal development and to the SEAT Brand. Here s how we ll show this appreciation by recognising your dedication and skills. P 8 & 9 - PERFORMANCE AWARDS The Network s best dealers will be tracked every month with rewards issued quarterly and at the end of the year. See how your dealership could win a Performance Award. P10 - THE SMALL PRINT Take control by checking out the Performance Award matrix to ensure you don t miss out on any of the rewards opportunities in 2016, along with our SEAT Rewards terms and conditions. 2.

uk) with your LEAP ID and we ll set up your SEAT Rewards account. Your DTC can set up a LEAP ID for you with the help of delegate support on 01908 601595 or nlcdelegatesupport@vwg.co.uk if required.

Complete the registration form including your home address, which will be used to send your new MasterCard. 4.

3 TAKE PART AND BE REWARDED Everyone working for SEAT should be part of SEAT Rewards, no matter what your job role is, to start being be recognised for your contribution to our brand success. AN OVERVIEW FOR NEW STARTERS 1. Make sure you have a LEAP ID (VWGUK ID for training). Contact our Rewards Team ( or admin@seatrewards. co.uk) with your LEAP ID and we ll set up your SEAT Rewards account. Your DTC can set up a LEAP ID for you with the help of delegate support on or nlcdelegatesupport@vwg.co.uk if required. 2. Once you re set up, go to navigate to the New user. Not yet registered, click here link. Enter your LEAP ID and security code, then click find. 3. Complete the registration form including your home address, which will be used to send your new MasterCard. 4. Once the Rewards Team s your approval to your registered address you can log in and begin browsing all the rewards and awards open to you. You can also recognise colleagues (and be recognised yourself). 5. Once you ve registered, your new SEAT Rewards MasterCard will be delivered to your home address. GREAT CHOICE, GREAT VALUE YOUR SEAT REWARDS MASTERCARD All reward funds earned will be automatically uploaded onto your new card. As the card is a MasterCard, you can spend your funds at any of the millions of outlets that display the MasterCard Acceptance Mark. ADDITIONAL BENEFITS You can also upload additional funds onto your card from your own account, so if you re saving for something you can combine both your SEAT rewards and personal funds to purchase. Also, spend your funds in participating partner retailers for additional cashback opportunities which will be added the next time you top up your card. For more details go to 3.

NOMINATE & RECOGNISE We believe that by demonstrating our 7 SEAT behaviours below we can create loyal, satisfied customers whose business will drive a profitable and successful network.

behaviours to life, by nominating or recognising colleagues online at SEAT Rewards. To nominate a colleague go to www.seatrewards.co.uk select their name and tell us which SEAT behaviour they ve demonstrated.

4 NOMINATE & RECOGNISE We believe that by demonstrating our 7 SEAT behaviours below we can create loyal, satisfied customers whose business will drive a profitable and successful network. PROACTIVE PASSIONATE ABOUT OUR CUSTOMERS RELIABLE AND HONEST DECISIVE EXCITED ABOUT LEARNING ENTHUSIASTIC PASSIONATE ABOUT OUR BRAND We want to shine a light on team members that bring these 7 behaviours to life, by nominating or recognising colleagues online at SEAT Rewards. To nominate a colleague go to select their name and tell us which SEAT behaviour they ve demonstrated. Depending on how their efforts affect your team, the business or the customer, you can select to either nominate them for a special Advocate s Award we will present every 6 months, or simply recognise them for a job well done. YOU CAN COMMENT ON & LIKE ANY RECOGNITION OR NOMINATION POST ONLINE TWO LEVELS OF REWARD: RECOGNITION Every month, two winners are drawn at random to win 50 of credit on their Reward Card. NOMINATION Every month we review nominations of those who have excelled and select the very best to be put forward for the chance to win one of our bi-annual Advocates Awards. Winners are selected twice a year from nominations (March 2016 August 2016 and September 2016 February 2017) with the winners being invited to a special event or experience. 4.

HOW TO DEMONSTRATE OUR 7 BEHAVIOURS: 1. PROACTIVE Make things happen Anticipate the needs of your customers Take the initiative Plan ahead Search for opportunities 2.

5 HOW TO DEMONSTRATE OUR 7 BEHAVIOURS: 1. PROACTIVE Make things happen Anticipate the needs of your customers Take the initiative Plan ahead Search for opportunities 2. PASSIONATE ABOUT OUR CUSTOMERS Demonstrate to your customer how important they are Create long term customer relationships Be friendly and patient Give your full attention Empathise - Put yourself in the customer s shoes 3. RELIABLE AND HONEST Keep your promises Plan your own and others work to meet commitments Keep your customer informed Take ownership If you don t know the answer, find out (don t make it up!) 5. EXCITED ABOUT LEARNING Be interested in learning new things Share your knowledge Be open minded Innovate Know how to adapt 6. ENTHUSIASTIC Show energy and confidence Be motivated Maintain a positive mind set Make the ordinary extraordinary Go the extra mile 7. PASSIONATE ABOUT OUR BRAND Show pride and enthusiasm for SEAT Transmit the value of the Brand to your customer Spread your passion for the Brand Demonstrate value added services to your customer Be a Brand Advocate 4. DECISIVE Be confident Focus on results Make informed decisions Look for efficient solutions Anticipate unforeseen events I d personally like to thank Neil McGee, Service Manager at Ingram SEAT Kilmarnock. During the recent Toledo campaign, Neil s proactive approach combined with a genuine passion for the Customer and Brand, was key to raising the campaign in a timely manner minimising the impact to other SEAT customers. Neil you re a real Brand Advocate. Thank you. Vicky Groom, Customer Quality Manager 5.

INCENTIVES YOUR PERFORMANCE, YOUR REWARD In 2016 SEAT will run a number of short-term tactical incentives aimed at specific job roles.

We ll also message you as soon as a new incentive is launched for you.

registered and performed Personal reward statement informing you of the credit or prizes you ve won Personal messages whenever new results, campaigns or updates are

conditions and any rules you need to be aware of to participate and win Only registered staff can take part in incentives, so make sure your SEAT Rewards account is up

6 INCENTIVES YOUR PERFORMANCE, YOUR REWARD In 2016 SEAT will run a number of short-term tactical incentives aimed at specific job roles. The Incentives section of the website will display all current campaigns, performance updates, games and prize information for your job role. We ll also message you as soon as a new incentive is launched for you. THE INCENTIVES AREA WILL SHOW YOU: Information about what you need to achieve to take part and how you re performing Online games available to you when you ve registered and performed Personal reward statement informing you of the credit or prizes you ve won Personal messages whenever new results, campaigns or updates are released Hall of Fame updates detailing winners names, photos and stories so you can see what it takes to be a winner and share best practice principles Terms and conditions and any rules you need to be aware of to participate and win Only registered staff can take part in incentives, so make sure your SEAT Rewards account is up to date with the correct job role and look out for a variety of incentives throughout the year, such as technical, customer quality, sales, finance, service and parts campaigns. WIN CASH, GADGETS & LUXURY ITEMS FOR DOING A GREAT JOB 6. OUR ACCESSORY PACK INCENTIVE RUNS THROUGHOUT 2016 AND IS JUST ONE EXAMPLE OF HOW YOU CAN BE REWARDED

QUALIFICATION We ve listened to your feedback that an event to recognise qualification doesn t fit with everyone s preference

We have created new Qualification Gift Boxes which will now be presented to newly qualified staff in the following job roles:

Qualified Parts Advisor Qualified Parts Manager Master Technician We will also recognise your commitment to learning with a

7 BRAND LOYALTY With two of our SEAT behaviours being passionate about our brand and excited about learning it s only right that we let everyone know when you achieve a qualification or celebrate an anniversary. We do this by tagging qualification or long service icons to your personal SEAT Rewards profile and celebrating your achievement in the Hall of Fame. QUALIFICATION We ve listened to your feedback that an event to recognise qualification doesn t fit with everyone s preference or personal circumstances and we also want to make sure we can recognise more staff, more of the time. We have created new Qualification Gift Boxes which will now be presented to newly qualified staff in the following job roles: Qualified Sales Executive Qualified Sales Manager Qualified LBDM Qualified Service Advisor Qualified Service Manager Qualified Parts Advisor Qualified Parts Manager Master Technician We will also recognise your commitment to learning with a 100 reward card credit. LONG SERVICE We will recognise your long service with pin badges to congratulate 5, 10, 15, 20 and 25+ years in the SEAT Network as well as adding this to your online profile. As this is based on your LEAP ID check with your DTC that your start date with SEAT is accurate. 7.

PERFORMANCE AWARDS RECOGNISING OUTSTANDING SEAT BUSINESSES AND TEAMS In 2016 we will reward teams who have achieved network leading results through SEAT Performance Awards.

So in addition to the Balanced Scorecard and KPI scorecards, you will also now be able to see your rank in our Performance Award leagues by clicking on the Incentives tab and then navigating to the

8 PERFORMANCE AWARDS RECOGNISING OUTSTANDING SEAT BUSINESSES AND TEAMS In 2016 we will reward teams who have achieved network leading results through SEAT Performance Awards. The Performance Award leagues can be viewed on the website. So in addition to the Balanced Scorecard and KPI scorecards, you will also now be able to see your rank in our Performance Award leagues by clicking on the Incentives tab and then navigating to the Performance Award Leagues. You can access this every month for updates on your team s performance. We will recognise the Top Performers based on four award categories and an Overall Performance Award category. Winning businesses will receive a certificate and trophy and every member of their team (registered to SEAT Rewards) will be given a personal reward as detailed here: AWARDS QUARTERLY REWARD ANNUAL REWARD Sales Performance Award Aftersales Performance Award Satisfaction Performance Award Loyalty Performance Award Overall Top Performing Dealer GOLD 200 SILVER 150 BRONZE All rewards will be issued as credit onto individual Reward Cards so make sure all your colleagues are registered to the SEAT Rewards programme to avoid them missing out on the rewards when your team wins. To find out how to become a Performance Award winner, refer to page

PERFORMANCE AWARDS SCORING MATRIX Performance Award winners will be decided based on the Performance Award league position each quarter and at the end of the year.

9 PERFORMANCE AWARDS SCORING MATRIX Performance Award winners will be decided based on the Performance Award league position each quarter and at the end of the year. Take a look at what each of the awards measures for your chance to win: Score Net Profit Used Vehicle ROI People Development Market Share Finance Renewals Retail Hour Growth Parts & Accessories Vs. Target Service Overall Satisfaction Sales Overall Satisfaction New Vehicle Sales Vs. Target Ibiza & Leon FR / Cupra Mix <0.4% 0.40% 0.50% 0.70% 0.90% 1.00% 1.30% 1.50% 1.70% 2.00% 2.20% <44.50% 44.51% 52.00% 57.00% 62.00% 67.00% 72.00% 77.00% 85.00% 90.00% % < % 30.00% 35.00% 40.00% 45.00% 50.00% 55.00% 60.00% 65.00% 70.00% <1% 1.00% 1.50% 2.00% 2.50% 2.75% 3.00% 3.25% 3.50% 3.75% 4.00% <15.00% 15.00% 18.00% 20.00% 23.00% 25.00% 28.00% 31.00% 34.00% 37.00% 40.00% <100% % % % % % % % % % % <90.00% 90.00% 92.00% 93.00% 95.00% 98.00% % % % % % < < <65.00% 65.00% 70.00% 75.00% 80.00% 85.00% 90.00% 95.00% % % % <5.0% 5.0% 8.0% 10.0% 14.0% 16.0% 18.0% 20.0% 25.0% 30.0% 35.0% Overall Top Performer Award Loyalty Award Aftersales Award Sales Award Satisfaction Award ALL award winners must achieve a score of 10.5 for Sales Satisfaction and 9.5 for Service Satisfaction. SCORECARD MEASURES AND DEFINITIONS: 1. Net Profit % Return on Sales (ROS) MAT, composite 2. Used Vehicle Return on Investment. Total Used Vehicle Income, minus Used Vehicle Write-down, divided by the average of 13 months of Total Used Stock Value 3. New Vehicle Sales vs. Target. Combined Retail, Motability, Corporate, Contract Hire and Demonstrator sales versus target (excluding Agency). Year to date SLi 7. Parts & Accessories Sales vs. Target Year to date purchases 8.. People Development. Qualification progress for Sales Executive, Sales Manager, Service Advisor, Service Manager, Qualified Technician and Master Technician. 9. Market Share. Total new car sales, as a percentage of the total new car market within AOI. 4. Sales Overall Satisfaction - Rolling 6 months 5. Service Overall Satisfaction - Rolling 6 months 10. Finance Renewals. MAT percentage of new car VWFS Solutions customers refinancing a new car with the same dealer. 6. Retail Hours Growth. Total retail service hours sold as a percentage of the same period in the previous year. 11. Ibiza and Leon FR/Cupra mix. Total handed over and registered counting sales for Ibiza & Leon FR/Cupra as a % of Ibiza & Leon counting sales target 9.

10 THE SMALL PRINT Familiarise yourself with our programme terms and conditions to ensure you don t miss out on recognition and reward in PERFORMANCE AWARDS Performance awards will be calculated via the SEAT UK balanced scorecard and 2016 scoring matrix, as found on Any dealer on a non-compliance notice will not be eligible to win any awards All individual prizes will be issued after Area Managers have confirmed dealer staff names are correct and that the winners contribute to SEAT business Staff eligible to win must have been registered to the SEAT Rewards programme in the qualification period as follows: - Quarterly awards: 28 days before quarter period ends - Annual awards: 1st December 2016 Anyone on resignation notice will not be eligible to receive an award Members can only be registered at ONE dealer, with the exception of Head of Businesses in charge of multiple sites Stand-alone Authorised Repairers can take part in the Aftersales Award. Full dealers can participate in the overall Top Performing Dealer Award, Sales, Aftersales, Satisfaction and Loyalty Performance awards. No dealer can participate in both Please note scores will NOT be rounded up, e.g. scores of 74.99% will be placed in the 0-74% range. Composite data which has been submitted late or has been deemed inaccurate may be excluded from the scoring In the event of a tie break on a category award, the following rules will apply: - Sales Award: The dealer with the highest Overall Sales Satisfaction score will win - Aftersales Award: The dealer with the highest average score for Overall Aftersales Satisfaction will win - Satisfaction Award: The dealer with the highest One Business satisfaction score will win - Loyalty Award: The dealer with the highest People Development score will win In the event of a tie-break in the Overall Top Performing Dealer Performance Award, SEAT UK will use the combined One Business Customer Satisfaction score (average of both Sales and Service overall satisfaction scores) to determine the winner ALL award winners must achieve a score in the qualification period for both Sales and Service Satisfaction measures in the green zone on the balanced scorecard to win an award. Scoring starts at 10.5 for Sales Satisfaction and 9.5 for Service Satisfaction. Any top ranking dealer not meeting these levels will not be eligible to win and the award will go to the next best performing dealer ALL AWARDS & REWARDS To be a participant of the programme, you must be registered on LEAP and registered to the SEAT Rewards programme via No alternative prizes are offered from those stipulated in the programme (reward card credit) Participants must be employed by a SEAT dealer at the time of reward issue, staff no longer employed will not be eligible for any rewards earned prior to their departure Terms and conditions for individual tactical incentives can be found at SEAT will pay the basic rate tax and NI contribution for all Performance Award prizes and reward card credit issued in tactical campaigns, unless otherwise stipulated in the individual incentive campaigns Any higher rate tax payers will be liable for the extra contribution, details of which can be sent to them as an end of year statement. It is the responsibility of the individual to arrange and pay any additional higher rate taxes owed SEAT UK retains the right to alter the measures at any time without prior notice and retains the right to make final decisions on winners without dispute 10.