Certification 2017 Program Guide

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1 Certification 017 Program Guide

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3 Table of Contents Welcome!... Continuing Success for Updates for What is VW Cup?...3 How does it work? Updates...4 Continuing Programs... 5 FastTrack Program for Technicians...5 FastTrack Curriculum...5 Volkswagen Elite Sales Training Program (VEST)...6 The Impact of Training...7 Customer Satisfaction...7 Dealer Requirements for Training Subscription Fee...8 Registration/Billing Information...9 Late Cancellation/No Show Charges...9 Annual Certification Requirements Dealer Technician Readiness...11 Academy Resources and Competition...1 Certification Resource Center (CRC)...1 vwwebsource Features and Highlights...13 Certification Awards Program Retail Qualification Championship...15 Volkswagen Career Paths...16 Volkswagen of America believes this information to be accurate at the time of release. Information is subject to change.

4 Welcome! The goal of Certification is to encourage your personal growth. To achieve this, Certification will provide a structured learning environment that is crafted with your career path, dealership and customer in mind. It is our hope that this experience will also aid in improving the customer experience, employee retention and provide you with milestones as proof of success. Our teaching methods are suitable to a variety of learning styles and careers within the dealership. Learning paths include web-based, instructor-led, distance learning, and self-study programs. To access all of the information being provided, vwwebsource.com is available to ensure you are up-to-date and organized at all times. The material in this guide provides a detailed look at how the Academy is supporting your efforts to create a strong team of dedicated people, eager to excel at your dealership. Continuing Success for 017 Each year we seek to improve our certification curriculum and structure. To properly do this we gather dealership and participant feedback, weighing this feedback as we refine the program each year. We are committed to supporting the dealership goals of developing more effective, more productive dealership employees, while minimizing the amount of off-site training. Master Re-certification Series For all Manager and Consultant roles, Master Re-certification can now conveniently be done in-dealership/online. There is a new annual online series created for the Parts and Warranty roles. It s a way to continue your job-relevant training, while conveniently remaining in your dealership. Distance Learning Training for Warranty and Parts In 017, distance learning classes have increased as an alternative to traditional instructor-led courses. Since its introduction, distance learning has been very well recieved by both instructors and participants. Online classes directed by a live instructor retain the benefits of a traditional instructor-led course, but at a much lower cost. Distance Learning eliminates the need to travel, therefore increasing the time spent on-site at the dealership. Welcome

5 New Web-based Training (WBT) WBT requirements for many job roles have been updated to reflect both the needs of the business and dealer feedback we ve received. These changes have been made to ensure content being presented is relevant and applicable to those receiving it. Service Xpress Technician II Requirements include both in-dealership and self-study programs, as does Service Xpress Technician. In addition, Service Xpress Technican II includes a video series requirement specific to that job role. Updates for 017 What is VW Cup? VW Cup is a dynamic, personalized training platform, complete with a dashboard, that tracks all your progress on training challenges and recognizes you for your hard work. It also introduces a little friendly competition between you and your colleagues. The heart of VW Cup is the ability to better track and reward individual efforts through a variety of courses and establish challenges, badges and points earned by following selfguided paths in the traditional world of training. Our goal in 017 and beyond is to continue developing this platform to integrate even more into your personal VW world and make your training experience more rewarding! How does it work? Every time you complete new training challenges, you build your digital reputation. All the badges and points you earn for completing challenges, watching videos, commenting on or rating site content, and exploring the Volkswagen Academy world will be displayed on your profile and earn you a spot on the leaderboard. Updates for 017 3

6 017 Updates How does it work? (continued) When you first log on, you ll see the dashboard, which provides an overview of your progress, the national leaderboard, and some of the most recently added challenges. You ll have access to the vast VW Academy training library, everything from micro-learning videos to self-study programs and web-based training modules. You ll also have access to your 017 continuous learning certification requirements. Compete with colleagues as you participate in training and get the recognition you deserve for getting up to speed on all things VW. See who s been busy tackling challenges in the recent activity list and see how you stack up nationally or locally even at your dealership! In addition to adding new and relevant site content on a regular basis, we want you to know that we are continuously working to improve VW Cup to make your experience more engaging and exciting. Here are some of the enhancements coming in 017: Continuous Learning will be expanded to all job roles and will be located in VW Cup under Continuous Learning (previously VW IQ for Certification ). Completing this training not only counts towards your yearly certification but also earns you points and potential badges! An enhanced, YouTube-style Training Library with a search feature and viewed assets indicator allow you to better track your progress and find the right training for your needs. Improved social integration includes video and comment ratings (thumbs up/down). Challenges have been expanded to include web-based training, modules, external links, and other activities. Integration with incentives and other programs add more value and reward you for your efforts and job performance. VW Cup is available to all users registered in the CRC and can be accessed through vwwebsource. We thank you for your support of this exciting new initiative and hope it will continue to bring a new level of engagement and enthusiasm to you and your dealership. 4 Updates for 017

7 Continuing Programs FastTrack Program for Technicians Volkswagen launched the FastTrack Technician Training Program in 013. This program puts your Technicians on the fast track to boost their careers, increase your Service Department s productivity, and improve your service customers satisfaction. FastTrack Curriculum Technicians will attend two weeks of training and achieve Registered Level status upon graduation. The Dealer/Technician then determines what Specialty Categories to pursue. The advantage of this is you can choose which path best suits the needs in your Dealership. Our FastTrack training program is designed to help you get more new Technicians up-tospeed quicker with the benefit of requiring less upfront investment. FastTrack helps you to develop committed, well-trained, and proficient team members who will serve you and your customers with pride. In-Dealer: Week 1: In-Dealer: Week : Future Specialty: Complete web-based and selfstudy prerequisites Electrical Systems Volkswagen New Technician Introduction Hands-on experience, absorb information, and complete webbased training Diagnosis & Documentation Volkswagen Scan Tools and ODIS Service The Dealer/Technician then chooses and schedules Specialty training using Enroll my Team. Contact your local Volkswagen Academy Technical Instructor for more details. Continuing Programs 5

8 Volkswagen Elite Sales Training Program (VEST) Volkswagen Academy is pleased to offer our dealers this comprehensive Sales training program. VEST is an accelerated learning program designed primarily for recent hires who show the potential for being exceptional Sales Consultants. VEST is designed to bring these newly hired Sales Consultants up to speed to be productive and successful professionals as quickly as possible. The VEST curriculum is divided into three phases: Foundation Phase Product & Presentation Phase Delivery & Retention Phase WBT ILT COACH WBT ILT COACH WBT ILT COACH EVALUATION Volkswagen Customer Focused Process Volkswagen History, Brand Prospecting, follow-up and phone skills Listening, non-verbal skills Needs assessment Volkswagen Customer Focused Process Unique VW Technologies Product Presentations Demonstration Drive strategies Handling Objections Volkswagen Customer Focused Process Sales Closure Transition to Finance, Trade-in Delivery Customer Retention Follow-up 1- Months 3-4 Months 5-6 Months Within each phase there is a sequential, structured order of training which includes a combination of web-based training, Instructor- Led modules, and Coaching. Each segment s web-based modules must be completed before attending the corresponding ILT. These WBTs introduce topics that will be covered in more detail during the ILT, and it is important that they be completed in advance. Performance measures and graduate feedback has shown that this immersion into the Volkswagen culture and Sales environment will be effective at producing Sales Consultants with a commitment to the Brand and to your Dealership. You should expect loyalty and dedication from those candidates who are chosen, and communicate this expectation to them. You are giving them an exceptional opportunity and helping to provide them with the tools they need to have a successful career. 6 Continuing Programs

9 The Impact of Training Does training really make an impact? In an independent evaluation, Volkswagen Sales Consultant productivity on new car sales was evaluated against the training each Consultant completed. Training works! Sales Improvement VEST Sales Consultants sold significantly more cars than their non-vest counterparts. In fact, they are selling at the same rate as Master Consultants who have over 10 years experience. Average Monthly Sales 8 CES Sales Scores Non-VEST Associate VEST Graduate 95.8% 96.6% Turnover of Sales Consultants One of the most powerful success factors with the VEST program is Consultants are staying with the Volkswagen Brand and your dealership. Associate Consultants who have not attended VEST turnover at a rate of 114%. Contrast this with the turnover rate of only 4% among VEST grads. The VEST turnover is much closer to that of the Masters who have been with the VW Brand over 10 years % Non-VEST Associate VEST Graduate Master Source: New Car Sales and CES, 1 months as of Nov. 30, 016 Customer Satisfaction Our customers noticed a difference when they interacted with a VEST-trained Consultant. In fact, CES scores for VEST Graduates was 0.78 percent higher than Non-VEST Associates % 5% Associate VEST Master Average Tenure: Years Source: Volkswagen LMS data, Sept. 016 This data shows us that the VEST program gives Consultants the skills to be successful in their sales career, selling more cars, helping more customers and staying with the brand and your dealership. Continuing Programs 7

10 Dealer Requirements for 017 Training Subscription Fee The Volkswagen Academy charges a monthly subscription fee that covers training for every employee in your dealership. This monthly fee has remained unchanged since 013. This graduated fee is broken into four quartiles and is based on the dealership s Annual Planning Volume (APV) as determined by Volkswagen of America. The chart below shows monthly charges. Annual Planning Volume (APV) Quartile Monthly Charge APV 1 $1090 APV $875 APV 3 $650 APV 4 $340 Following are examples of 017 programs that are included in subscription fee: All web-based and video training (such as VW Cup), as well as access to vwwebsource for all employees. Dealers may enroll as many participants as capacity allows for regular Technician, Service, Parts and Manager Instructor-Led or Distance Learning training classes. Any in-dealership product launch training conducted onsite at your dealership. Continuing for 017: The Technician FastTrack program designed for new Technicians is included in this monthly fee. Volkswagen Elite Sales Training (VEST) is included in this fee for all APV 1-3 dealers for as many Consultants as desired. Dealerships in APV 4 will be charged a minimal one-time fee of $500 per participant enrolled as there are no VEST fees included in the APV 4 dealers monthly training fee. 8 Dealer Requirements for 017

11 Registration/Billing Information Employees may self-enroll into Instructor- Led courses using the Volkswagen Academy CRC website. Managers approve Consultant/ Technician enrollment via the Manager Tools of the CRC. The one exception is the VEST program, whereby candidates must be nominated and enrolled by their Sales Manager. Technicians hired after October 1st are not required to enroll in an Instructor-Led training class in order to complete annual Certification requirements. They must only complete the online training requirements. Late Cancellation/No Show Charges Students who are unable to attend an Instructor Led Training (ILT) or Distance Learning class should cancel their registration on the Volkswagen Academy CRC website or by contacting the Volkswagen Concierge ten (10) business days prior to the class date to avoid Late Cancellation or No Show Charges. If a dealer is able to swap an employee with another (who is qualified to take the training class they have registered for), then the Late Cancellation/No Show Fee will not apply. A fee of $150 is charged per scheduled ILT class day for Late Cancellations and/or No Shows. Example: Customer Oriented Service Process Class days: 3 Late Cancellation Charge: 3 x $150 = $450 Volkswagen has increased the amount of Distance Learning Training (DLT) in order to benefit the dealer with travel costs. Due to the cost of producing each DLT, a fee of $50 could be charged per scheduled DLT class for late cancellation, and or no-shows. Dealer Requirements for 017 9

12 Annual Certification Requirements Dealerships must have a minimum of 70% of the individuals in each of the four areas of Sales, Service, Parts and Technicians certified by December 31, 017 to meet 017 Dealer Operating Standard Requirements. Departments requiring 70% Certification levels by year-end are classified as: Sales: Sales Manager, Sales Consultant, Finance Manager Service: Service Manager, Service Consultant, Warranty Administrator Parts: Parts Manager, Parts Consultant Technician: Technician, Shop Foreman The Certification Resource Center (CRC) tracks Certification progress for the individual employee, department and dealership. See page 1 for more details. 10 Dealer Requirements for 017

13 Dealer Technician Readiness Volkswagen and the National Service Council collaborated to determine the minimum standard of Technician Readiness in all major specialty disciplines. The Technician Readiness minimum standard identifies the number of Technicians required in each Specialty and is dependent on the dealership size (overall number of Technicians). These numbers are generated by current repair order (R.O.) throughput, projected numbers for growth and vehicles in operation per dealer category. Technician Readiness Minimum Standards Number of Technicians Electrical Specialty Engine Specialty Transmission Specialty Chassis Specialty emobility Specialty Master Technician 15 and up to to to to Reports on the dealership Technician Readiness status can be found in the Certification Resource Center; using the Enroll my Team tab, a manager can schedule training to meet dealer needs. Dealer Requirements for

14 Academy Resources and Competition Certification Resource Center (CRC) The Certification Resource Center (CRC) helps you manage, track and enroll for certification. When you enter the CRC, you will automatically be taken to your MyCertification page. Enrollments are a click away and your transcripts, as well as Certification history, are all incorporated onto one tab. Your MyCertification page includes a certification expiration date and a countdown clock, so you know when your certification is at risk. Enroll My Team allows a Manager to see, at a glance, which team members have unfilled training requirements and allows for immediate enrollment. Sales Managers have one screen to view Sales Consultants who are eligible for VEST, and it allows for easy enrollment into this program. Dependent on your job role, you will now find a Continuous Learning Requirement in your MyCertification page. These requirements are in place to address any training needs that will become available as we progress through the year. VW Cup is an example of Continuous Learning. Continuous Learning Requirements are met on a quarterly basis and will be necessary for you to maintain your Certification throughout the year. An Inbox is available to ensure any key messages will be easy to find. 1 Academy Resources and Competition

15 vwwebsource Features and Highlights vwwebsource is the Volkswagen training portal, providing dealership personnel with up-to-date information on everything from Retail Order Guides to the introduction of a new model. The site is broken down into: Home page modules latest information on new products, programs and features as well as frequently viewed items, such as Awards That Sell Cars, Otto Bahn Says, SSP Library, SORCe & FORCe. Showroom almost everything you want to know about each Volkswagen model, including model specifications and order guides, trim comparisons, video walkarounds demonstrating product presentations on each model, awards, reviews. Information on WorldAuto and Legacy models is also available here. Community Otto Bahn lives here, with questions and answers you can t find anywhere else. Process the new home for SORCe and FORCe, which outlines all the Dealership Sales and Fixed Op processes, including best dealer practices in each area, as well as Carefree Maintenance & Volkswagen Care and epdi, just to name a few. Training this is where technology is explained in terms we can all understand and is the new home for the SSP Library. News newsworthy press and awards for all Volkswagen models that are worth sharing with your customers. Certification Resource Center this is where you go for all things Certification including the CRC, information on the Certification Program, and maps to all the Learning Centers. VW Cup a personalized training platform, complete with a dashboard, that tracks all your progress on training challenges as well as introduces a little friendly competition between you and your colleagues. WorldAuto Resource Center operations, video content, communications and all things WorldAuto can be found here. Access via vwhub or (vwhub login needed). Academy Resources and Competition 13

16 Certification Awards Program 017 The Academy is excited to offer the following Certification Awards in 017: For Specialist levels and VEST graduates, an acrylic desktop award will be sent. This desktop award will allow you to proudly display your certification on your desk to your customers. Those who previously received the acrylic award will receive a replacement certificate upon completion of all certification requirements. For Technicians, we will continue the certification medallion that can be displayed with your specialty medallions and your 016 medallion. We hope you enjoy this new award. Printable certificates will still be available in your CRC transcripts for your records. Master certified customer-facing roles are eligible for a complimentary set of Master business cards. These are available to order upon completion of all certification requirements in the CRC. VEST graduates are able to order VEST business cards upon completion of the program. Certification awards will be shipped out at the end of the year, after all Continuous Learning requirements for applicable roles have been completed. The following roles will receive their printable Award Certificates in their transcript section on the Certification Resource Center: Associate level roles Service Xpress Consultants Service Xpress Technicians Technicians Be sure to visit the Awards tab in the CRC for more details on available awards. 14 Academy Resources and Competition

17 Retail Qualification Championship The Retail Qualification Championship (RQC) engages Sales, CPO, Service, Parts Consultants along with Technicians in a dealership network-wide competition to determine the best of the best in each role. It recognizes the incredibly talented people that interact with our customers each and every day. Giving dealership personnel the opportunity to display their knowledge and abilities and having the opportunity for recognition and reward gives them a feeling of pride and the sense that they are part of something big, and the all-expense-paid trip is a nice reward for a job well done. Encourage all your Consultants and Technicians to participate in Round 1 of RQC in the Spring. Academy Resources and Competition 15

18 Volkswagen Career Paths Sales Career Paths...17 Finance Manager...18 Sales Consultant...19 Sales Consultant VEST...0 Sales Manager...1 Service Career Paths.... Service Consultant...3 Service Manager...4 Service Xpress Consultant...5 Service Xpress I Technician...6 Service Xpress II Technician...6 Shop Foreman...7 Technician...8 Warranty Administrator...9 Parts Career Paths...30 Parts Consultant...31 Parts Manager...3 Career Paths are subject to change. Please see the new Certification 017 module on vwwebsource.com for the most current, up-to-date information. 16

19 Sales Career Paths Career Paths: Sales 17

20 FINANCE MANAGER Course Name Code Type Associate Timeframe to Complete: 90 Days Funding Savvy (VW) VCIWB01FSV WBT Hybrid and EV High Voltage Safety WBT Introduction to Leasing (VW) 6000 WBT Legal Compliance Part I (VW) 6054 SSP Legal Compliance Part II (VW) 6074 SSP Overview of Volkswagen Products WBT Volkswagen Care WBT Volkswagen Drive Easy Vehicle Protection Products VCIWB01FPVW17 WBT Welcome to Volkswagen WBT Working Out the Deal (VW) VCIWB01WODV17 WBT Specialist Year following Associate level Building Your Business Through Social Media WBT Mastering Finance & Insurance - Level 1 VCIIL16MFI1 ILT Working Out the Deal (VW) VCIWB01WODV17 WBT Master Year following Specialist level Mastering Finance & Insurance - Level VCIIL16MFI ILT Working Out the Deal (VW) VCIWB01WODV17 WBT Master Re-Certification Year following Master level Working Out the Deal (VW) VCIWB01WODV17 WBT 18 Career Paths: Sales

21 SALES CONSULTANT Course Name Code Type Associate Timeframe to Complete: 90 Days Intro to VEST WBT Golf Family Product Knowledge Assessment A TST Hybrid and EV High Voltage Safety WBT Jetta Product Knowledge Assessment 61077A TST MY016 Infotainment: A New Generation of Connectivity WBT Overview of Volkswagen Products WBT Passat Product Knowledge Assessment A TST Staying Connected With Car-Net WBT Volkswagen Care WBT Welcome to Volkswagen WBT VEST Foundation Product and Presentation WBT, ILT, Coaching WBT, ILT, Coaching Delivery and Retention WBT, ILT, Coaching VEST/Master Re-Certification Year following VEST or annually once Master level attained Advanced Accessories Selling WBT Building Your Business Through Social Media WBT Demo Drive Best Practices WBT Needs Assessment Best Practices WBT Volkswagen Building A Competitive Comparison & Advanced Closing WBT Techniques Continuous Learning Requirements (All Roles) Atlas Product Introduction WBT New Tiguan Product Introduction WBT Q1 017 Continuous Learning on VW Cup (Sales) WBT Q 017 Continuous Learning on VW Cup (Sales) WBT Q3 017 Continuous Learning on VW Cup (Sales) WBT Q4 017 Continuous Learning on VW Cup (Sales) WBT Career Paths: Sales 19

22 SALES CONSULTANT VEST Course Name Code Type For Selected Newly-Hired Sales Consultant Candidates VEST Pre-Assessment TST Foundation Phase Introduction to the Sales Process WBT Initiate Customer Contact WBT Relationship Building WBT New Customer Follow-Up WBT Needs Assessment WBT Building Your Business Through Social Media WBT VEST Foundation Workshop ILT Foundation Coaching IND Foundation WBT Post Assessment TST Product & Presentation Phase Vehicle Presentation WBT Demo Drive WBT New Car Offer WBT VEST Product & Presentation Workshop ILT Product & Presentation Coaching IND Product & Presentation WBT Post Assessment TST Delivery and Retention Phase Sales Closure WBT Trade-in Offer WBT Financial Services Offer 6134 WBT Customer Retention WBT VEST Delivery & Retention Workshop 6153 ILT Delivery & Retention Coaching IND Delivery & Retention WBT Post Assessment TST Continuous Learning Requirements (All Roles) Atlas Product Introduction WBT New Tiguan Product Introduction WBT Q1 017 Continuous Learning on VW Cup (Sales) WBT Q 017 Continuous Learning on VW Cup (Sales) WBT Q3 017 Continuous Learning on VW Cup (Sales) WBT Q4 017 Continuous Learning on VW Cup (Sales) WBT Final Examination (All Roles) In Person Evaluation IND VEST Post Assessment TST 0 Career Paths: Sales

23 SALES MANAGER Course Name Code Type Associate Timeframe to Complete: 90 Days Hybrid and EV High Voltage Safety WBT MY016 Infotainment: A New Generation of Connectivity WBT OMD Web VW Dealer WBT Overview of Volkswagen Products WBT Staying Connected With Car-Net WBT Volkswagen Care WBT Welcome to Volkswagen WBT Specialist Year following Associate level Inventory Asset Management WBT Overview of Volkswagen Products WBT Volkswagen Leadership Excellence Series I: Foundational Leadership* 6015 ILT Volkswagen Leadership Excellence Series I: Foundational Operations* 605 ILT Master Year following Specialist level Building Your Business Through Social Media WBT Legal Compliance Part I (VW) 6054 WBT Maturity Manager - Application and Process (VCI) VCIWB01MMV WBT Volkswagen Leadership Excellence Series II: Advanced Leadership* 6016 ILT Volkswagen Leadership Excellence Series II: Advanced Operations* 6017 ILT Working Out the Deal (VW) VCIWB01WODV17 WBT Continuous Learning (Specialist, Master, and Master Re-Certification) Introduction to CES Tools WBT Q1 017 Continuous Learning on VW Cup (Sales) WBT Q 017 Continuous Learning on VW Cup (Sales) WBT Q3 017 Continuous Learning on VW Cup (Sales) WBT Q4 017 Continuous Learning on VW Cup (Sales) WBT * Any 1 in 017 required for Certification. Both are required for Graduation. Career Paths: Sales 1

24 Service Career Paths Career Paths: Service

25 SERVICE CONSULTANT Course Name Code Type Associate Timeframe to Complete: 90 Days Documentation Best Practices for Repair Orders and Customer Invoices WBT Hybrid and EV High Voltage Safety WBT Introduction to ElsaPro (Volkswagen) WBT Introduction to the Service Core Process WBT Overview of Volkswagen Products WBT Service Core Process: Following up for a Positive Customer Experience WBT Service Core Process: Initiation and Writeup WBT Service Core Process: Quality Control and Interactive Delivery WBT Service Core Process: Repair Authorization and Recommended Service WBT Volkswagen Warranty Basics WBT Welcome to Volkswagen WBT Specialist Year following Associate level Customer Oriented Service Process ILT Introduction to Volkswagen Accessories WBT Selling in Service WBT Service Core Process: Dispatch and Diagnosis WBT Service Core Process: Following up for a Positive Customer Experience WBT Service Core Process: Parts Procurement and Servicing the Vehicle 7044 WBT Service Core Process: Quality Control and Interactive Delivery WBT Staying Connected With Car-Net WBT Master Year following Specialist level Advanced Accessories Selling WBT Building Your Business Through Social Media WBT Professional Selling in Service 7104 ILT Volkswagen Care WBT Volkswagen Car-Net Service Leads WBT Master Re-Certification Building Your Business Through Social Media WBT Continuous Learning (Specialist, Master, Master Re-Certification) Q1 017 Continuous Learning on VW Cup (Service) WBT Q 017 Continuous Learning on VW Cup (Service) WBT Q3 017 Continuous Learning on VW Cup (Service) WBT Q4 017 Continuous Learning on VW Cup (Service) WBT Career Paths: Service 3

26 SERVICE MANAGER Course Name Code Type Associate Timeframe to Complete: 90 Days Documentation Best Practices for Repair Orders and Customer Invoices WBT Hybrid and EV High Voltage Safety WBT Introduction to ElsaPro (Volkswagen) WBT Introduction to the Service Core Process WBT Overview of Volkswagen Products WBT Service Core Process: Following up for a Positive Customer Experience WBT Service Core Process: Initiation and Writeup WBT Service Core Process: Quality Control and Interactive Delivery WBT Staying Connected With Car-Net WBT Volkswagen Care WBT Volkswagen Warranty Basics WBT Welcome to Volkswagen WBT Specialist Year following Associate level Service Core Process: Dispatch and Diagnosis WBT Service Core Process: Parts Procurement and Servicing the Vehicle 7044 WBT Staying Connected With Car-Net WBT Volkswagen Care WBT Volkswagen Leadership Excellence Series I: Foundational Leadership* 6015 ILT Volkswagen Leadership Excellence Series I: Foundational Operations* 605 ILT Master Year following Specialist level Building Your Business Through Social Media WBT Increasing Customer Loyalty Through Goodwill WBT Volkswagen Car-Net Service Leads WBT Volkswagen Leadership Excellence Series II: Advanced Leadership* 6016 ILT Volkswagen Leadership Excellence Series II: Advanced Operations* 6017 ILT Continuous Learning (Specialist, Master, Master Re-Certification) Introduction to CES Tools WBT Q1 017 Continuous Learning on VW Cup (Service) WBT Q 017 Continuous Learning on VW Cup (Service) WBT Q3 017 Continuous Learning on VW Cup (Service) WBT Q4 017 Continuous Learning on VW Cup (Service) WBT * Any 1 in 017 required for Certification. Both are required for Graduation. 4 Career Paths: Service

27 SERVICE XPRESS CONSULTANT Course Name Code Type Associate Timeframe to Complete: 90 Days Hybrid and EV High Voltage Safety WBT Introduction to ElsaPro (Volkswagen) WBT Introduction to the Service Core Process WBT Overview of Volkswagen Products WBT Service Core Process: Following up for a Positive Customer Experience WBT Service Core Process: Initiation and Writeup WBT Service Core Process: Quality Control and Interactive Delivery WBT Volkswagen Care WBT Volkswagen Warranty Basics WBT Welcome to Volkswagen WBT Continuous Learning Q1 017 Continuous Learning on VW Cup (Service) WBT Q 017 Continuous Learning on VW Cup (Service) WBT Q3 017 Continuous Learning on VW Cup (Service) WBT Q4 017 Continuous Learning on VW Cup (Service) WBT Career Paths: Service 5

28 SERVICE XPRESS I TECHNICIAN Course Name Code Type Timeframe to Complete: 90 Days Documentation Best Practices for Repair Orders and Customer Invoices WBT Hybrid and EV High Voltage Safety WBT Introduction to ElsaPro (Volkswagen) WBT Introduction to Volkswagen Airbag and Safety Systems SSP Service Xpress Technician WBT Staying Connected With Car-Net WBT Volkswagen Warranty Basics WBT Continuous Learning Q1 017 Continuous Learning on VW Cup (Tech) WBT Q 017 Continuous Learning on VW Cup (Tech) WBT Q3 017 Continuous Learning on VW Cup (Tech) WBT Q4 017 Continuous Learning on VW Cup (Tech) WBT SERVICE XPRESS II TECHNICIAN Course Name Code Type Timeframe to Complete: 90 Days Documentation Best Practices for Repair Orders and Customer Invoices WBT Hybrid and EV High Voltage Safety WBT Introduction to ElsaPro (Volkswagen) WBT Introduction to Volkswagen Airbag and Safety Systems SSP Service Xpress Technician WBT Service Xpress II Video Series VID Staying Connected With Car-Net WBT Volkswagen Warranty Basics WBT Continuous Learning Q1 017 Continuous Learning on VW Cup (Tech) WBT Q 017 Continuous Learning on VW Cup (Tech) WBT Q3 017 Continuous Learning on VW Cup (Tech) WBT Q4 017 Continuous Learning on VW Cup (Tech) WBT 6 Career Paths: Service

29 SHOP FOREMAN REQUIRED ELSA Pro Volkswagen Warranty Basics Hybrid and EV High Voltage Safety Introduction to Volkswagen Airbag & Safety Systems Staying Connected with Volkswagen Car-Net Documentation Best Practices for Repair Orders and Customer Invoices Volkswagen MIB II SSP REGISTERED VW Scan Tools & ODIS Service Electrical Systems Diagnosis & Documentation CHOOSE ANY SPECIALTY ELECTRICAL ENGINE TRANSMISSION CHASSIS emobility MANAGEMENT Networking Systems 8760 Volkswagen Electrical Diagnosis Heating, Air Conditioning and Climate Control Systems Input/Output Diagnosis 8709 Engine Mechanical Diagnosis and Repair Engine Management Level I Engine Management Level II TDI Diesel Engine Automatic Transmission Manual Transmission Operation and Diagnosis Volkswagen Convertibles Brakes, Handling and Safety Systems MASTER: Complete ALL 5 Specialties and High Voltage Technician Volkswagen Leadership Excellence: Series I Foundational Leadership Volkswagen Leadership Excellence: Series I Foundational Operations 605 LEGEND Diagnostic Technician Hands-on Assessment WBT Web-Based Training SSP Diagnostic Technician Exam 8003 ILT Training Days # CONTINUOUS LEARNING ON VW CUP First Quarter Second Quarter Third Quarter Fourth Quarter Career Paths: Service 7

30 TECHNICIAN REQUIRED ELSA Pro Volkswagen Warranty Basics Hybrid and EV High Voltage Safety Introduction to Volkswagen Airbag & Safety Systems Staying Connected with Volkswagen Car-Net Documentation Best Practices for Repair Orders and Customer Invoices Volkswagen MIB II SSP REGISTERED VW Scan Tools & ODIS Service Electrical Systems Diagnosis & Documentation ELECTRICAL ENGINE TRANSMISSION CHASSIS emobility Networking Systems 8760 Volkswagen Electrical Diagnosis Engine Mechanical Diagnosis and Repair Engine Management Level I CHOOSE ANY SPECIALTY Automatic Transmission Manual Transmission Operation and Diagnosis Volkswagen Convertibles Brakes, Handling and Safety Systems High Voltage Technician Heating, Air Conditioning and Climate Control Systems Input/Output Diagnosis 8709 Engine Management Level II TDI Diesel Engine MASTER: Complete ALL 5 Specialties and Diagnostic Technician Hands-on Assessment Diagnostic Technician Exam 8003 LEGEND WBT Web-Based Training SSP ILT Training Days # CONTINUOUS LEARNING ON VW CUP First Quarter Second Quarter Third Quarter Fourth Quarter 8 Career Paths: Service

31 WARRANTY ADMINISTRATOR Course Name Code Type Associate Timeframe to Complete: 90 Days Documentation Best Practices for Repair Orders and Customer Invoices WBT Hybrid and EV High Voltage Safety WBT Introduction to ElsaPro (Volkswagen) WBT Introduction to SAGA WBT Overview of Volkswagen Products WBT Preliminary Claim Coding WBT Volkswagen Warranty Basics WBT Warranty Parts Portal Overview WBT Welcome to Volkswagen WBT Specialist Year following Associate level Intro to Volkswagen Warranty* ILT Intro to Volkswagen Warranty Distance* DLT Increasing Customer Loyalty Through Goodwill WBT Intermediate Claim Coding WBT Introduction to the Service Core Process WBT Volkswagen Care WBT Master Year following Specialist level Advanced Volkswagen Warranty* ILT Advanced Volkswagen Warranty Distance Training* DLT Interpreting GFF Logs WBT Paint & Corrosion Coverage WBT Reviewing VTA Cases WBT VW Care Service & Warranty WBT Master Re-Certification Year following Master level Paint & Corrosion Coverage WBT Interpreting GFF Logs WBT Reviewing VTA Cases WBT VW Care Service & Warranty WBT Continuous Learning (Specialist, Master, Master Re-Certification) Q1 017 Continuous Learning on VW Cup (Warranty) WBT Q 017 Continuous Learning on VW Cup (Warranty) WBT Q3 017 Continuous Learning on VW Cup (Warranty) WBT Q4 017 Continuous Learning on VW Cup (Warranty) WBT * Any 1 Required Career Paths: Service 9

32 Parts Career Paths 30 Career Paths: Parts

33 PARTS CONSULTANT Course Name Code Type Associate Timeframe to Complete: 90 Days Documentation Best Practices for Repair Orders and Customer Invoices WBT Hybrid and EV High Voltage Safety WBT Introduction to ETKA WBT Introduction to Volkswagen Accessories WBT Overview of Volkswagen Products WBT Parts on Command WBT Volkswagen Warranty Basics WBT Welcome to the Volkswagen Parts Department WBT Welcome to Volkswagen WBT Specialist Year following Associate level Advanced Accessories Selling WBT Introduction to the Service Core Process WBT Parts and System Processes - Distance Learning DLT Service Core Process: Parts Procurement and Servicing the Vehicle 7044 WBT Master Year following Specialist level Advanced Parts Operations - Distance Learning DLT Building Your Business Through Social Media WBT Parts Inventory Basics WBT Warranty Parts Portal Overview WBT Continuous Learning (Specialist, Master, Master Re-Certification) Q1 017 Continuous Learning on VW Cup (Parts) WBT Q 017 Continuous Learning on VW Cup (Parts) WBT Q3 017 Continuous Learning on VW Cup (Parts) WBT Q4 017 Continuous Learning on VW Cup (Parts) WBT Career Paths: Parts 31

34 PARTS MANAGER Course Name Code Type Associate Timeframe to Complete: 90 Days Parts on Command WBT Documentation Best Practices for Repair Orders and Customer Invoices WBT Hybrid and EV High Voltage Safety WBT Introduction to ETKA WBT Introduction to the Service Core Process WBT Parts Inventory Basics WBT Volkswagen Warranty Basics WBT Welcome to the Volkswagen Parts Department WBT Welcome to Volkswagen WBT Specialist Year following Associate level Managing Parts Inventory ILT Parts and System Processes - Distance Learning DLT Service Core Process: Parts Procurement and Servicing the Vehicle 7044 WBT Warranty Parts Portal Overview WBT Master Year following Specialist level Advanced Parts Operations - Distance Learning DLT Building Your Business Through Social Media WBT Volkswagen Leadership Excellence Series I: Foundational Leadership 6015 ILT Continuous Learning (Specialist, Master, Master Re-Certification) Parts Inventory Management WBT Q1 017 Continuous Learning on VW Cup (Parts) WBT Q 017 Continuous Learning on VW Cup (Parts) WBT Q3 017 Continuous Learning on VW Cup (Parts) WBT Q4 017 Continuous Learning on VW Cup (Parts) WBT 3 Career Paths: Parts

35 017 Volkswagen of America, Inc.