2012 GM Training Certification. (Non-Technician)

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1 2012 GM Training Certification (Non-Technician)

2 2012 GM Training Certification (Non-Technician) What is GM Training? GM Training is a subscription-based training system available to all GM dealers. GM Training provides virtually all sales, service, body shop, parts, finance & insurance, business office and management training. The mission of GM Training is to improve the performance of GM dealerships through the professional development of dealership personnel. GM Training provides a comp re - hensive curriculum of job-relevant courses, effective instruction, measurement of learning, and feedback; and it reflects current needs, such as this year s emphasis on customer retention. As your dealership s business partner, GM researches, develops and validates training resources that help increase the professionalism and knowledge of your employees, along with providing skills that allow them to build long-term customer satisfaction. GM Training Certification removes the guesswork from determining which courses are most important and provides guidelines to help ensure that training time is spent wisely. These guidelines provide a comprehensive training plan that ensures that employees have the necessary skills for providing consistently high-quality service. Certification is available for 22 dealership positions including Sales, Service and Parts Consultants and Managers, Certified Internet Managers, Certified Internet Service Managers, Certified Technology Experts, Certified Technology Service Experts, CUV Sales Managers, CUV Sales Consultants, Used Vehicle Managers, Commercial Sales Consultants and Managers, Office Managers/Controllers, F&I Managers, Shop Foremen, Body Shop Managers, Collision Consultants/Estimators, Partner Security Coordinators and Warranty Administrators Certification Timeline (2012CY) Training Design The GM Training curriculum addresses training needs for nearly all dealership functions and positions, from entrylevel employees to dealer owners. Course material is presented within four areas: Foundation, Professional, Leadership and Product. Foundation courses develop skills common to jobs across the entire dealership interpersonal, customer focus and personal productivity. These are support skills crucial to ongoing professional development and can benefit everyone. Professional courses address the subject matter and skills of specific department work processes service technical, service non-technical, body shop, parts, new vehicle sales, used vehicle sales, F&I, business and general office. Product courses focus on increasing awareness of current and new products and features. Leadership courses are primarily focused on overall operations management for the dealer and all department managers people management, marketing, human resources, financial analysis and business drivers. All dealership employees will find appropriate courses in several areas. For example, salespeople can advise customers more accurately if they take product courses, improve their selling skills, and increase their personal productivity. Managers will be more effective with departmental expertise as well as financial knowledge and people skills. Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2013 Chevrolet Malibu Eco 2013 Cadillac XTS 2013 Cadillac ATS 2013 Chevrolet Malibu (All Powertrains) 2013 Chevrolet Spark 2013 Buick Encore 2012 Competitive Comparison Tests 2013 Product Test Sales 2013 Product Test Service, Parts, Body 2013 Commercial Truck Fundamentals Test 2012 Personalization & Comfort Features Certification Professional Courses 2013 Truck Fundamentals Test This calendar is to help you prioritize your required training throughout the entire year. Please see your training path for specific course numbers applicable to your job position and required for your certification. 2

Managing Certification Completion GMTRAINING.COM is a Critical Tool The GM Training website (www.gmtraining.

schedules and enrollment Web-based courses and tests Streaming training videos Virtual Classroom Training Video On Demand Downloadable Resources Website Access Once a dealership employee is profiled

3 Managing Certification Completion GMTRAINING.COM is a Critical Tool The GM Training website ( is the most important resource for managing the completion of GM Training Certification requirements, and provides access to the following: Training paths and certification records Course schedules and enrollment Web-based courses and tests Streaming training videos Virtual Classroom Training Video On Demand Downloadable Resources Website Access Once a dealership employee is profiled on the site by their manager, they use an ID number and password assigned by the website to log on. While the ID number stays the same, passwords may be reset at any time by the employee. They also expire after 60 days. To assist in remembering passwords and resetting expired passwords, employees are asked to enter two reminder questions and answers when they change their passwords. If an employee forgets their password, they will be able to reset it by answering the two questions. Help Employees may use the Help link on the home page or submit questions via the Contact Us tab at the top of the GM Training website ( 24 hours a day / 7 days a week. The telephone Help Desk can be reached by dialing , Monday through Friday, 8:00 a.m. 9:00 p.m. Eastern Time (excluding holidays). The Help Desk can assist callers with the following: Passwords Website Help Training Programs Distance Learning Equipment Live Chat with the Help Desk is also available on the Help link. Training Path Training Path is essential for achieving GM Training Certification. The first step in putting together a training or certification plan for yourself or your staff is to identify needs. Training Path will help guide you toward the courses and training you need to meet certification goals. From Training Path, managers or employees can enroll in a course, complete a product test or take a web course. Additionally, managers can see dealership results. Training Paths and training requirements are subject to change, so please check back periodically. Training Schedules Schedule-At-A-Glance provides available DL and Hands-on courses for a given day, week or month. Course categories are highlighted to offer a broader overview of the existing curriculum. The reader may browse through a list of courses, view specific details of a particular course, or enroll in a session. Catalog Search can help you find courses by name, number or description. Using Contains helps speed up your search. Search Course Sessions helps you find courses by name, number, location or availability. Using Contains helps speed up your search. Enroll Yourself in a Course Session helps you select a specific course and enroll. 3

Training Records After you or your staff have completed a training activity, such as Distance Learning, Hands-on, Video or Web Course, you may monitor the training progress by clicking on Training

To assist in tracking the overall progress of dealership employees in meeting certification requirements, a Dealership Certification Progress Report is available to dealership managers at www.

Employee identification at www.gmtraining.

cancellations, reminders and password self-reset.

4 Training Records After you or your staff have completed a training activity, such as Distance Learning, Hands-on, Video or Web Course, you may monitor the training progress by clicking on Training Records or Training Path. To assist in tracking the overall progress of dealership employees in meeting certification requirements, a Dealership Certification Progress Report is available to dealership managers at The Progress Report shows a breakdown of certification course completion by job position. Use this report to verify which employees have completed certification requirements. Employee identification at under Profiles is critical for the GM Excellence [Essential Brand Elements (EBE) and Mark of Excellence (MOE)] recognition via job position (person type), address for class confirmations, cancellations, reminders and password self-reset. Certificates A personalized certificate is available for download from the GM Training website after an individual has completed each level of GM Training Certification requirements for their position. Previous year certificates may also be printed. Certification is tied to the following year. In other words, when an employee completes all training requirements during any given year, they will proudly convey current professional knowledge to customers and co-workers for 12 months. Product Source ProductSource provides the latest information on every vehicle in the lineup including launch vehicles. You'll find streaming Walkaround videos, Competitive Comparison materials and downloadable resources that can help you sell. Access ProductSource can be accessed from the GM Training homepage and is now ipad compatible. My Training Status (MTS) My Training Status is ed directly to dealership employee certification positions (nontechnical and technical) every month. Content is versioned to provide the latest in training news tailored to individual dealership roles, as well as up-to-date statistics on how the specific individual is meeting course requirements. Participation requires an accurate job identity (person type) and up-to-date address in the Dealership Personnel Profile at (Profiles). Dealership employees have an opportunity each month to win $100 in GM merchandise (shirts, bags, golf balls, etc.) by clicking on a personalized link in their MTS and validating their information MTS is also sent to dealer/general managers and field personnel each month. In addition to the latest GM Training news, dealers receive individual dealership statistics for training (non-technical and technical), along with EBE training requirement status. Field personnel also receive their personal training status along with regional stats for training (technical and non-technical) and their region s EBE training requirement status. In addition, every quarter, employees receive a link to a 16-page online magazine with detailed articles on training initiatives. The digital format of the quarterly GM Training magazine allows readers to easily page through articles on courses that they should be taking, as well as the latest initiatives designed to enhance their training. Each issue also includes direct links to courses covered and multimedia visuals such as graphs and embedded video. 4

2012 Changes and Highlights Each year, GM Training certification for non-service personnel undergoes several key changes that will better reflect employees real-life skills and capabilities.

5 2012 Changes and Highlights Each year, GM Training certification for non-service personnel undergoes several key changes that will better reflect employees real-life skills and capabilities. Many courses are available 24/7 through On-demand Virtual Classroom (ODV) technology as well as through Virtual Classroom Training (VCT), including Sales training, Service workshops and Digital Marketing courses. These changes have been developed with the involvement of the Dealer Advisory Board and the GM Training Survey. Competency Levels To help facilitate the emphasis on performance, and to strengthen the relationship between GM Training and the GM Recognition Programs, GM Training features Competency Levels. Certification indicates the participant has demonstrated a basic level of knowledge required to sell GM products. Competency Level indicates the participant has demonstrated the ability to apply their knowledge to establish a high level of sales productivity and customer satisfaction. specified by GM Training for the entire BAC. New for 2012, Chevrolet Dealer Operators/Executive Managers will attend Chevrolet at the Disney Institute. Mark of Excellence is an enrollment-based recognition program for dealership personnel. Requirements are based on Sales Performance, Customer Satisfaction, and Training accomplishment. GM Training Certification is required for all positions to be eligible for rewards in GM Mark of Excellence Recognition contests and pull-board programs, as well as other GM contests and incentive programs during Other Programs may have additional requirements independent of GM Training Certification like brand specific training certification programs, such as Chevrolet Volt, Corvette and Accesories Distribution Installer (ADI). Please refer to each program s specific materials and website for unique requirements. Certification is available for 22 dealership positions in To earn Certification, participants must complete all GM Training Certification Requirements. New employees may choose to take a focused assessment and placement test covering all basic foundation skills necessary for their position. The results of this assessment will be used to determine which professional courses they will be required to take, and for which courses they will receive test-out credit. GM Excellence Award Programs ( will continue to leverage GM Training Certification requirements in 2012: Essential Brand Elements is a program intended to assist Dealers who choose to invest in each of the four key Essential Brand Elements strategies: Customer Sales and Service Retention, Digital, Training and Facility. To maintain eligibility in the GM Training Standards Element, dealerships must achieve and maintain compliance in four job positions Sales Consultants, Certified Internet Manager, Service Consultants and Service Technicians to specific levels of performance as 5

6 2013 GM Training Certification Requirements See My Certifications or your Training Path at for updates. Sales Consultant 17 new courses See your Training Path for details Sales Manager 17 new courses See your Training Path for details Certified Technology Expert 1 new course See your Training Path for details Competency Level Courses See your Training Path for details. Certified Technology Service Expert 1 new course See your Training Path for details Competency Level Courses See your Training Path for details. Certified Internet Manager 6 new courses See your Training Path for details Certified Internet Service Manager 9 new courses See your Training Path for details Commercial Sales Consultant 8 new courses See your Training Path for details, Commercial Truck Fundamentals Commercial Sales Manager Commercial Truck Fundamentals CUV Sales Manager CUV Sales Consultant Used Vehicle Manager 2 new courses See your Training Path for details 6 Partner Security Coordinator 1 new course See your Training Path for details Office Manager/Controller F&I Manager/Director 8 new courses See your Training Path for details Service Consultant 16 new courses See your Training Path for details Service Manager 15 new courses See your Training Path for details Parts Consultant 9 new courses See your Training Path for details Parts Manager 7 new courses See your Training Path for details Collision Consultant 3 new courses See your Training Path for details Body Shop Manager Warranty Administrator (New Position) 5 new courses See your Training Path for details Shop Foreman (New Position) GM Training Assistance Regional Zone Team Contact Us ( at 24/7 Help Desk Mon. Fri., 8 a.m. 9 p.m. ET Copyright 2012, General Motors Company, All Rights Reserved

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Welcome to the Hyster Training Knowledge Center 1. TKC Overview 1 2. User s Guide 3 3. Manager s Guide 7 4. Frequently Asked Questions CERTECH 15 5. Frequently Asked Questions CERTRACX 17 6. TKC Issues