Training Program Worldwide Global Training The finest automotive learning. Stand 08/2016 1
SALES OF SERVICE AND PARTS 6 Behavior- and Sales-Competence 6 V0122Q Passenger Cars Qualification Program Customer Advisor Service Go 6 V0126E Passenger Cars Qualification Program Customer Contact Consultant After-Sales Final Test 8 V0092F Passenger Cars Mercedes-Benz Genuine Accessories Collection - Product Range and Presentation Run 9 V0012P Passenger Cars, smart, Vans, Trucks ABCs for Service Assistants and Service Receptionists Qualification Program Levels 1 to 2 Go 10 V0019F Passenger Cars, Trucks, Vans, smart The ABCs for Parts and Accessories Salespersons Go 12 V0030F Passenger Cars, Trucks, Vans, smart The ABCs for Service Advisers Go 13 V0038F Passenger Cars, smart, Vans, Trucks Assessing Employee Potential in Service Go 14 V0118F Passenger Cars Competence in Customer Contact Professional customer talks Go 15 V0117F Passenger Cars Competence in Customer Contact Own role & create customer oriented processes Go 16 V0116F Passenger Cars Customer Retention Increasing customer loyalty through service differentiation Run 17 V0119F Passenger Cars Competence in Customer Contact Customer Support with Social Media and Mercedes me Go 18 V0120F Passenger Cars Competence in Customer Contact Active Consultation and Sales Go 19 V0016F Passenger Cars, smart, Vans, Trucks The ABCs for Service Receptionists Professional reception of customers Module 1 Go 20 V0017F Passenger Cars, smart, Vans, Trucks ABCs for Service Receptionists Customer-Oriented Communication & Difficult Discussion Situations Module 2 Go 21 V0099F Passenger Cars, Vans, Trucks Competence in Customer Contact Fit for Field Service - Successful Acquisition and Sales Run 22 V0003E Passenger Cars, Vans Handling Customer Complaints Professionally e-training Go 23 V0075F Passenger Cars, Vans, smart Capitalizing on Second Chances Confident and customeroriented in complaint situations Run 24 V0002E Passenger Cars, smart, Vans, Trucks Customer Contact Competence Diagnosis C3D Web- Based Testing System Go 25 V0004E Passenger Cars, Vans, Trucks Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories e-training Go 26 V0097F Trucks Brand Values and Understanding of Service Trucks You Can Trust - Partnership at its best Mini Module Go 27 V0132F Trucks Brand Values and Understanding of Service Partnership at its Best Satisfied Customers Today, Loyal Partners in the Future Run 28 V0094F Trucks Competence in Customer Contact Trucks You Can Trust - Partnership at its best Run 29 Stand 08/2016 2
Service Products and Parts/Accessories 30 V0088P Passenger Cars, Vans, smart 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 32 V0026F Passenger Cars, smart Service Products Customer and Vehicle Loyalty with Success Run 33 V0100E Passenger Cars, Vans, Trucks Roadside Assistance Mercedes-Benz Service24h e-training Go 34 V0071F Passenger Cars Competent Marketing of Service Contracts Customer Benefits, Active Advantage/Benefit Argumentation and Calculation Run 35 V0024F Passenger Cars, Vans, smart Roadside Assistance Mobility Services Customer Benefits and Processing Run 36 V0047F Passenger Cars, Trucks, Vans Mercedes-Benz Genuine Parts and Remanufactured Parts Persuasive Argumentation for Greater Sales and Potentials Combined Training Run 37 V0089P Vans, Trucks Mercedes-Benz Service24h Organization, Breakdown Case Processing and Customer-oriented Behavior at the Breakdown Location Go 38 V0027F Trucks, Vans Service Products Customer and Vehicle Loyalty with Success Run 39 Stand 08/2016 3
Certification 40 V0075F Passenger Cars, Vans, smart Capitalizing on Second Chances Confident and customeroriented in complaint situations Run 40 V0023F Passenger Cars, smart, Vans, Trucks Mentor Training for C-SA and C-Parts Program Run 41 V0076Q Passenger Cars, smart C-Service Certification Program for Certified Service Advisors 42 V0058E Passenger Cars, smart C-Service Certified Service Advisor Initial Test Go 44 V0124E Vans C-Service Certified Service Advisor Initial Test Go 45 V0060F Passenger Cars, smart, Vans, Trucks C-Service Certified Service Advisor Guarantee for Success for Long-Lasting Customer Contact Module 1 Go 46 V0061F Passenger Cars, smart, Vans, Trucks C-Service Certified Service Advisor Convincing Argumentation and Successful Selling in Service Module 2 Go 47 V0062F Passenger Cars, smart, Vans, Trucks C-Service Certified Service Advisor Self-Organization and Cooperation in the Team Module 3 Go 48 V0064F Passenger Cars, Vans, Trucks, smart C-Service Certified Service Advisor Brand Positioning and Competition in Service Module 4 Go 50 V0065F Passenger Cars, smart, Vans, Trucks C-Service Certified Service Advisors Successfully Marketing Service Products and Genuine Mercedes-Benz Parts Module 5 Go 51 V0066F Passenger Cars, smart, Vans, Trucks C-Service Certified Service Advisor Repair Order and Legal Fundamentals in Service Module 6 Go 52 V0067F Passenger Cars, smart, Vans, Trucks C-Service Certified Service Advisor Convincing Communications skills in Challenging Situations Module 7 Go 53 V0068F Passenger Cars, smart C-Service Certified Service Advisor Final test and certification Go 54 V0130F Trucks Qualification Program Certified Service Advisor Final Test and Certification Module 9 Go 55 V0093Q Passenger Cars, smart, Vans, Trucks C-Parts Certification program for Certified Parts and Accessories Salespersons 56 V0101E Passenger Cars, smart, Vans, Trucks C-Parts Certified Parts and Accessories Salesperson Initial Test Go 58 V0102F Passenger Cars, smart, Vans, Trucks C-Parts Certified Parts/Accessories Salespersons Success in the Salesperson Role Module 1 Go 59 V0103F Passenger Cars, smart, Vans, Trucks C-Parts Certified Parts/Accessories Salesperson Conducting Competent Sales Pitches Using Interfaces in the Dealership Operation Module 2 Go 60 V0104F Passenger Cars, smart, Vans, Trucks C-Parts Certified Parts/Accessories Salespersons Successful Sales Pitches for Genuine Mercedes-Benz Parts and Accessories Module 3 Go 61 V0105F Passenger Cars, smart, Vans, Trucks C-Parts Certified Parts/Accessories Salesperson Warranty, Goodwill and Legal Fundamentals Module 4 Go 62 V0106F Passenger Cars, smart, Vans, Trucks C-Parts Certified Parts/Accessories Salesperson "Customer Contact on the Telephone" Challenge Module 5 Go 63 V0107F Passenger Cars, smart, Vans, Trucks C-Parts Certified Parts and Accessories Salesperson Final Test and Certification Go 64 V0121E Passenger Cars, smart, Vans, Trucks Qualification Program Initial Test for Previously Certified Service Advisors 65 Stand 08/2016 4
Behavior- and Sales-Competence 66 V0159E Passenger Cars, smart Competence in Customer Contact Key-Account-Manager in Retail Initial test Run 66 V0160Q Passenger Cars, smart Competence in Customer Contact Qualification program for Key- Account-Manager@Retail Run 67 V0165F Competence in Customer Contact Sales training for field service representatives of Mercedes- Benz - Fit in field service Run 68 V0148F Vans Mercedes-Benz Genuine Accessories Collection Run 69 V0152F Vans Competence in customer contact Key Account Manager Van - Successful acquisition and selling Run 70 V0135E Trucks Competence in Customer Contact Complaints - Our Second Chance for Customer Loyalty e-training Go 71 Certification 72 V0144Q Trucks C-Service Certification Program for Certified Service Advisors Go 72 V0140E Trucks C-Service Certified Service Advisor Initial Test Go 74 V0142F Vans C-Service Certified Service Advisor Final test and certification Go 75 V0136F Passenger Cars, smart, Vans, Trucks C-Parts C-Parts for Certified Service Advisors Success in the Service Advisor Role Module 1 Go 76 V0138P Passenger Cars, smart, Vans, Trucks C-Parts C-Parts for already Certified Service Advisors Module 1, Module 2 and Intensive Training Go 77 V0137F Passenger Cars, Vans, Trucks, smart Certification Program C-Parts for Certified Service Advisors Successfully Selling Mercedes-Benz Genuine Parts and Accessories Module 2 Go 79 Service Products and Parts/Accessories 80 V0156E Mercedes-Benz Service24h Organization, breakdown case processing and customer-oriented behavior at the breakdown location Initial test Go 80 V0151E Passenger Cars Competence in customer contact Sale of technical Accessories, code U866 Mercedes-Benz Accessories AKUBIS direct sales Go 81 V0157E Vans Mercedes-Benz Service24h Organization, breakdown case processing and customeroriented behavior at the breakdown location Initial test Go 82 V0158P Vans Mercedes-Benz Service24h Organization, breakdown case processing and customeroriented behavior at the breakdown location Go 83 V0154E Vans Product and Sales Skills Market service agreements competently - More sales through loyal and enthusiastic customers Go 85 S0472E Trucks Market Launch Product and Service Innovations 2016/2017 AKUBIS direct sales Go 86 Serviceprodukte und Teile/Zubehör$6$Service Products and Parts/Accessories 87 V0149F Passenger Cars, Vans, Trucks, smart Roadside assistance Roadside assistance service: Processing and customer-oriented behavior at the breakdown location Go 87 Verhaltens- und Verkaufskompetenz$6$Behavior- and Sales-Competence 88 V0134F Trucks Competence in Customer Contact Using the Second Chance Confident and Customer-Oriented in Complaint Situations Run 88 Stand 08/2016 5
Behavior- and Sales-Competence V0122Q Passenger Cars Qualification Program Customer Advisor Service Go V0122Q-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales The participants: > Are able to convincingly assume their role as a professional Customer Advisor Service upon completion of the course. > Set standards of customer care, view each contact with the customer as a professional challenge and ensure that work orders and customer issues are taken care of completely and permanently. The customer experiences the Customer Advisor Service 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 Customer Advisor Service Competency Analysis > P0121F-AA Passenger Cars Service Operating Processes Mercedes me connect and XENTRY Portal in service reception process Go > V0117F-AA Passenger Cars Competence in Customer Contact Own role & create customer oriented processes Go > V0118F-AA Passenger Cars Competence in Customer Contact Professional customer talks Go > V0119F-AA Passenger Cars Competence in Customer Contact Customer Support with Social Media and Mercedes me Go > V0120F-AA Passenger Cars Competence in Customer Contact Active Consultation and Sales Go As soon as all your qualifications have been verified, you will receive your certificate. Optional prerequisite V0002E- C3D, S0004E- Welcome, V0131E Basic Technical Training Mandatory prerequisite P0107E Passenger Cars Service Operating Processes Mercedes me connect 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. Stand 08/2016 6
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 08/2016 7
Behavior- and Sales-Competence V0126E Passenger Cars Qualification Program Customer Contact Consultant After-Sales 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 Mercedes me connect and XENTRY Portal in service reception process Go V0117F Passenger Cars Competence in Customer Contact Own role & create customer oriented processes Go V0118F Passenger Cars Competence in Customer Contact Professional customer talks Go V0119F Passenger Cars Competence in Customer Contact Customer Support with Social Media and Mercedes me Go V0120F Passenger Cars Competence in Customer Contact Active Consultation and Sales 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 08/2016 8
Behavior- and Sales-Competence V0092F Passenger Cars Mercedes-Benz Genuine Accessories Collection - 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 > Knows criteria for a customer-oriented presentation of Mercedes-Benz genuine accessories in the customer contact area > Accessories, Collection, vehicle-related accessories and telematics for the passenger car category > 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 08/2016 9
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 needs 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 > Act in a professional and de-escalating manner in difficult situations and complaint discussions V0016F: "Professional customer reception" (3 days) > Customers' expectations of 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 V0017F: "Customer-oriented communication & difficult conversation situations" (3 days) > Evaluation of and reflection on 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 C3D Customer Contact Competence Checks "V0002E C3D Customer Contact Competence Diagnosis Web-Based Test System Go" The C3D test cannot be freely booked in Saba. If you are interested, please send an email to: christian.juen@daimler.com Training Depth Go Method Theorie 50%, Practice50% Note Work on the operational process exercises during the practice phase between modules 1 and 2. Stand 08/2016 10
6,0 days (per 8 hours) Stand 08/2016 11
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 08/2016 12
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 08/2016 13
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 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 a solid foundation of skills 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/accessories 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 Task (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 08/2016 14
Behavior- and Sales-Competence V0118F Passenger Cars Competence in Customer Contact Professional customer talks Go V0118F-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales > Is familiar with different models of perception and communication and can apply them to everyday activities > Uses communication tools for customer-oriented dialogs > Can conduct professional phone consultations > Sees complaints as an opportunity to improve customer loyalty > Can handle phone complaints using a customer-oriented approach > Can apply modern correspondence rules > Writes professional letters and emails > Fundamentals and tools of communication > Importance of the telephone for influencing customer perceptions of service > Professional telephone conversations and consulting > Customer-oriented complaint handling on the phone > Importance of written correspondence for influencing customer perceptions of service > Writing customer-oriented letters and emails Training Depth Go Method Theorie 100% 3,0 days (per 8 hours) Stand 08/2016 15
Behavior- and Sales-Competence V0117F Passenger Cars Competence in Customer Contact Own role & create 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 08/2016 16
Behavior- and Sales-Competence V0116F Passenger Cars Customer Retention Increasing customer loyalty through service differentiation Run V0116F-AA Service Advisor, Customer Contact Personnel After-Sales, Service Receptionist, Parts/Accessories Salesperson Mandatory prerequisite The participant can: > Determine and understand the demands and needs of different customer segments in a targeted manner > Allocate, offer, and argument the appropriate products from the service differentiation concept based on an assessment of demand > Describe the contents and the process of service differentiation and overall benefit > Use three customer analysis clusters for individual, targeted assessment of demand and customer consultancy > The framework concept of service differentiation and its consequences for the workshop process at the dealership operation > Targeted customer demands and needs analysis for determining custom service products and services > Theories and practical derivations for - Different customer types - Customer segments from service brand values and the sigma study > Practical exercises on needs analyses, feature/advantage/benefit arguments, and offer formulations based on service differentiation 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 50%, Practice50% 2,0 days (per 8 hours) Stand 08/2016 17
Behavior- and Sales-Competence V0119F Passenger Cars Competence in Customer Contact Customer Support with Social Media and Mercedes me Go V0119F-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales Participants: > Know what is meant by the concept of "new media" and "social media" > Are familiar with the main social media apps for the automotive industry > Know how Mercedes-Benz presents itself on social media > Can present customer-based arguments in favor of the current Mercedes-Benz Apps > Can cite the opportunities and risks of communication with customers via the new media > Have an overview of the connected activities of the main competitors > Are familiar with the umbrella brand and the "Mercedes Me" customer platform and can describe the five pillars > Can answer questions on data protection as part of Mercedes me connect > Is aware of the challenges and opportunities emerging from Mercedes me connect for the service operation > Have consolidated skills for enthusiastic and successful customer care with Mercedes me in practical exercises > An overview of the new media: definitions, examples and concepts > Daimler AG guidelines regarding the use of the new media > Appearance of Mercedes-Benz in the new media > Mercedes-Benz Apps > Opportunities and risks of social media in customer contact > Exchange of experiences regarding use of social media for contact with customers > "Mercedes me": the brand as part of personal customer networks > The five pillars: Mercedes me move, connect, assist, finance, inspire > Mercedes me connect and data protection > Mercedes me connect and service operation > Practical examples and practical exercises Training Depth Go Method Theorie 100% 2,0 days (per 8 hours) Stand 08/2016 18
Behavior- and Sales-Competence V0120F Passenger Cars Competence in Customer Contact Active Consultation and Sales Go V0120F-AA Customer Contact Consultant After-Sales, Customer Contact Personnel After-Sales Training Depth Go Method Theorie 100% 2,0 days (per 8 hours) Stand 08/2016 19
Optional prerequisite Behavior- and Sales-Competence V0016F Passenger Cars, smart, Vans, Trucks The ABCs for Service Receptionists Professional reception of customers Module 1 Go V0016F-AA Service Receptionist > Has dealt with the customer expectations of a premium manufacturer and can adjust his contact and support behavior accordingly > Recognizes the significance and opportunity of initial contact situations > Consciously perceives signals in customer behavior and responds accordingly on an individual basis > Knows the service brand values, the CSI goals and his/her own contribution > Can apply discussion techniques, which could lead to an improvement in customer satisfaction, in a targeted manner > Can confidently lead customer-oriented order discussions > 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 > Appointment management via telephone Successful completion of a customer contact competence test is recommended: Training Depth Go Method Theorie 50%, Practice50% Note This training course can only be booked as a complete series (module 1, practice phase at the operation and module 2) 3,0 days (per 8 hours) Stand 08/2016 20
Behavior- and Sales-Competence V0017F Passenger Cars, smart, Vans, Trucks ABCs for Service Receptionists Customer-Oriented Communication & Difficult Discussion Situations Module 2 Go V0017F-AA Service Receptionist Mandatory prerequisite > Is familiar with the causes and backgrounds of difficult discussion situations > Maintains composure and contemplates his or her behavior to derive possibilities for improvement > Can conduct professional, customer-oriented complaint discussions > Is conscious of his or her own stress factors and the possibilities for better coping with them > Gained additional ideas for improved sharing of experiences and discussion techniques for use in everyday work > 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 V0016F Passenger Cars, smart, Vans, Trucks The ABCs for Service Receptionists Professional reception of customers 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% Note This training course can only be booked as a complete series (module 1: practical exercises at the dealership operation and module 2) 3,0 days (per 8 hours) Stand 08/2016 21
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 > Can 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 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, qualifying, follow-up and maintaining of contacts) > Determining and agreeing on objectives > Personal initial contact (cold calling, objectives, preparation, legal aspects) > 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 intended for field service employees only (service work and/or parts/accessories). 3,0 days (per 8 hours) Stand 08/2016 22
Behavior- and Sales-Competence V0003E Passenger Cars, Vans 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 08/2016 23
Behavior- and Sales-Competence V0075F Passenger Cars, 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, Salesperson Optional prerequisite > Understands the importance of professional complaint management in the context of customer satisfaction and loyalty > Understands his/her personal impact on complaint situations and the importance of cooperation in the dealership > Has critically assessed the impact of his/her attitude and behavior in customer interactions > Applies a practice-oriented communication model to handle complaint situations > Has practiced dealing with different complaint situations and received feedback > Complaint management as a success factor > Tools and fundamentals of successful communication > The 5-phase model > Handling - Telephone complaints - Written complaints - Personal complaints > De-escalating difficult situations with customers > Applying what was learned in role plays with feedback 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 08/2016 24
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% 0 hours Stand 08/2016 25
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 08/2016 26
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 08/2016 27
Behavior- and Sales-Competence V0132F Trucks Brand Values and Understanding of Service Partnership at its Best Satisfied Customers Today, Loyal Partners in the Future Run V0132F-AA Customer Contact Personnel After-Sales, Service Receptionist, Service Advisor, Parts/Accessories Salesperson Optional prerequisite > Is familiar with the CSI No. 1 MB Trucks objective and the current HTS status > Is familiar with potentials and fields of action to increase customer satisfaction, and can recognize these in his/her professional activities > Has thought about discrepancies between customer expectations and perceived services and the resulting effects > Knows options for having a positive impact on customer perception and measurable customer satisfaction > Has developed specific measures and recommendations to improve customer contact and can implement these in everyday work > Personal impact on customer satisfaction and the CSI > Glance back "Trucks You Can Trust Partnership at Its Best" and review of current fields of action for more satisfied customers - Friendliness and commitment - Explanation of invoice - Service follow-up > Factors that affect customer perception > Own perception and how it affects the customer relationship, paths to improvement > Adopting a new perspective > How to implement fields of action and increase customer satisfaction and loyalty Participation in the course "Partnership at Its Best Maximizing Customer Loyalty in Truck Service" (V0094F). Training Depth Run Method Theorie 40%, Practice60% 1 day (per 8 hours) Stand 08/2016 28
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 08/2016 29
Mandatory prerequisite Service Products and Parts/Accessories V0088P Passenger Cars, Vans, smart Mercedes-Benz Service24h Organization, breakdown case processing and customer-oriented behavior at the breakdown location Go V0088P-AA Service24h Technician, Diagnosis Technician, System Technician Participants: > Can act under their own responsibility and make entrepreneurial decisions > Recognize the benefits of the hardware and software solutions used and their interfaces > Know what is important in relation to contact with customers and communication in the event of a breakdown and can apply this knowledge > Acquire self-assurance in the processes concerning their work as Service24h technicians > Can find customer-oriented solutions to problems together with the customer > Can use Mercedes-Benz mobility and service products > Can describe the safety measures at the breakdown location to ensure maximum safety for the customer and themselves > Recognize the importance of being technically qualified to carry out repairs > Identify the high value of Mercedes-Benz Service24h and the importance of their work > Perform the breakdown service independently at the location > Can adapt to the specific situation at the breakdown location > Ensure the requisite quality of service in the breakdown service through professional work and dedication > Communicate with the customer as the situation requires and find customer-oriented solutions to problems Organization, processing and customer-oriented behavior in a breakdown case: > The breakdown: a challenge for the customer and the Mercedes-Benz Service24h technician customer-oriented assistance > Mercedes-Benz Service24h breakdown case processing, the breakdown specialist is the focus of the customer in the event of a breakdown > Importance of motivation and commitment for the service quality of Service24h > Repair order processing > Warranty and goodwill processing > Parts supply/procurement > Mobility packages > Mercedes-Benz service products > Securing the breakdown location > Mercedes-Benz breakdown service, relevant new features/changes for current breakdown statistics > Special considerations when working at the breakdown location V0156E Mercedes-Benz Service24h Organization, breakdown case processing and customer-oriented behavior at the breakdown location 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. Stand 08/2016 30
Training Depth Go Method Theorie 100% Note This package consists of the following modules: V0084F Cars Mercedes-Benz Service24h Organization and Processing Module 1 Go and V0085F Cars Mercedes-Benz Service24h Customer-Oriented Behavior in Breakdown Cases Module 2 Go and T0459F Cars, smart Overall Vehicle Breakdown Service, On-Site Repairs, Tips & Support Run 7,0 days (per 8 hours) Stand 08/2016 31
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 contents 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 08/2016 32
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, 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 08/2016 33
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 08/2016 34
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 08/2016 35
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 08/2016 36
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 08/2016 37
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 08/2016 38