Training Program Worldwide 2015
Management Training
(August 2014)
Global Training – The finest automotive learning.
Stand 08/2014
1
MANAGEMENT TRAINING
3
Newcomer
3
M0021F • Qualification Program • Mercedes-Benz Sales Managers
M0020P • Qualification Program • Used Vehicle Sales Managers • Curriculum Levels 1 & 2
M0002F • Qualification Program • Warhouse Managers
3
5
6
Professionals
8
M0081F • Dealer Strategies and Measures to Achieve 2020 Growth Targets • Successfully Mastering the
Challenges of Social Media, Generation X, and Growth Objectives in the Management Team • Run
8
M0082F • smart • Sales Strategy • Training for Sales Managers for the Market Launch of the New smart
Products • Run
9
M0058F • Managing Fleet Sales in the Dealership Operation • Run
10
M0044F • Complaint Management for Managerial Staff at Dealerships • Sales and Aftersales Managers for All
Categories • Run
11
M0089F • Trucks • Customer Loyalty • Sales Success through Customer Satisfaction • Fly
12
M0108F • Trucks • Market Exploitation • Sales Success through Systematic KPI Controlling with the Sales
Funnel Tool • Fly
13
M0097F • Market Exploitation • OTC Excellence in Retail • Maximizing the Parts and Accessories Turnover
through Targeted Marketing Measures • Fly
14
Service Quality
15
M0003F • Qualification Program • Service/Parts and Sales Marketing Specialists
15
Certification
16
M0001F • Qualification Program • C-Management Retail
16
Stand 08/2014
2
Chapter
Management Training
Department
Newcomer
Title
M0021F • Qualification Program • Mercedes-Benz Sales Managers
Course Number
M0021F-AA
Target group
Manager
Objectives
The participant:
> Is acquainted with the tasks, skills and responsibilities of the sales manager role
> Is familiar with methods of self-management and instruments for successful leadership
> Is familiar with his/her potential and future development opportunities for upper-level
sales managers
> Is familiar with the models and methods for personnel and team management and can
apply them in practice
> Is familiar with personnel instruments such as appraisal systems, has knowledge of
basic labor laws, and can apply them in practice as a manager
> Is familiar with the organization, structures, services, and products of Daimler AG and
the Mercedes-Benz, smart, Maybach and AMG brands
> Is familiar with the responsibilities and work contents required to optimally exploit
market potential for vehicle sales and is able to support local parts marketing activities
at the dealership
> Can provide substantial support to ensure success in vehicle sales through leadership
and management based on processes and key figures
Contents
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:
> M0095F-AA • Qualification Program • Sales Managers • Initial Test • Go
> M0029F-AA • Qualification Program • Start Module – Challenges of Leadership and
Self-Management • Go
> M0030F-AA • Qualification Program for Junior Management • Managing Customers
and Analyzing Market Demand • Go
> M0031F-AA • Qualification Program for Junior Management • Managing Personnel
and Leading Teams in a Dealership Operation • Go
> M0033F-AA • Qualification Program for Junior Management • Instruments for
Management and Personnel Development in Dealership Operations • Go
> M0074F-AA • Qualification Program for Sales Managers • Processes and Key Figures
• Module 5 • Go
> M0096F-AA • Qualification Program • Sales Managers • Final Test • Go
As soon as all your qualifications have been verified, you will receive your certificate.
Stand 08/2014
3
Training Depth
Duration
Stand 08/2014
Method
Theorie 50%, Practice50%
7,0 days (per 8 hours)
4
Chapter
Management Training
Department
Newcomer
Title
M0020P • Qualification Program • Used Vehicle Sales Managers • Curriculum Levels 1
&2
Course Number
M0020P-AA
Target group
Manager
Objectives
The participant:
> Can analyze opportunities and potentials in the market
> Can develop effective sales strategies on the basis of the used vehicle department
targets
> Knows the requirements for used vehicle representatives
> Knows the relevant key figures and how to use them to successfully steer his business
> Knows the processes and operational key figures in used vehicle management and the
starting points for optimizing them
> Knows the essential marketing instruments and knows how to use these sensibly for
market exploitation
as part of local marketing
Contents
Level 1:
> Embedding used vehicle business into the sales operation process
> Fundamentals of process management for used vehicle sales
> Price calculation in used vehicle business
> Basic business models
> Used vehicle seller requirements from management's perspective
Level 2:
> Control using key figures in used vehicle sales
> Stock management
> Special marketing features in the used vehicle business
> Fundamentals of business administration and controlling
> Managing used vehicle sellers
Training Depth
Duration
Stand 08/2014
Method
Theorie 30%, Practice70%
7,0 days (per 8 hours)
5
Chapter
Management Training
Department
Newcomer
Title
M0002F • Qualification Program • Warhouse Managers
Course Number
M0002F-AA
Target group
Manager
Objectives
The participant:
> Is familiar with the tasks, competences, and responsibilities related to the role of a
warehouse manager/logistics manager
> Is familiar with methods of self-management and instruments for successful leadership
> Is familiar with his/her potential and future development opportunities for upper-level
warehouse managers/logistics managers
> Is familiar with the models and methods for personnel and team management and can
apply them in practice
> Is familiar with personnel instruments such as appraisal systems, has knowledge of
basic labor laws, and can apply them in practice as a manager
> Is familiar with the organization, structures, services, and products of Daimler AG and
the Mercedes-Benz, smart, Maybach and AMG brands
> Is familiar with the responsibilities and work contents required to optimally exploit
market potential for parts and accessories business and is able to support local parts
marketing activities at the dealership
> Can provide substantial support to ensure success in the parts business through
leadership and management based on processes and key figures
Contents
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:
> M0059F-AA • Qualification Program • Warehouse Managers • Initial Test • Go
> M0029F-AA • Qualification Program • Start Module – Challenges of Leadership and
Self-Management • Go
> M0030F-AA • Qualification Program for Junior Management • Managing Customers
and Analyzing Market Demand • Go
> M0031F-AA • Qualification Program for Junior Management • Managing Personnel
and Leading Teams in a Dealership Operation • Go
> M0032F-AA • Qualification Program • Warehouse Managers • Processes and Key
Figures • Go
> M0033F-AA • Qualification Program for Junior Management • Instruments for
Management and Personnel Development in Dealership Operations • Go
> M0092F-AA • Qualification Program • Warehouse Managers • Final Test • Go
As soon as all your qualifications have been verified, you will receive your certificate.
Stand 08/2014
6
Training Depth
Duration
Stand 08/2014
Method
Theorie 50%, Practice50%
11,0 days (per 8 hours)
7
Chapter
Management Training
Department
Professionals
Title
M0081F • Dealer Strategies and Measures to Achieve 2020 Growth Targets • Successfully Mastering the Challenges of Social Media, Generation X, and Growth Objectives in
the Management Team • Run
Course Number
M0081F-AA
Target group
Manager
Objectives
The participants:
> Have intensively examined the new customer target groups, their lifestyles,
communication habits, and motivations for purchasing, and can define areas requiring
action/attention in sales and service staff management
> Have integrated the influences, challenges, and action requirements of social media in
their dealer and marketing strategy
> Have defined specific areas requiring action/attention in order to expand their sales
channels and optimize their sales approach and presentation of the vehicles being
promoted
> Know how the service and finance products can be effectively used to gain customers
and increase loyalty rates
Contents
> Knowledge and understanding of the lifestyles and communication habits of the new
sales and service target groups
> Development of effective local market strategies for the acquisition of modern young
target groups
> Dealer sales strategy for adding new customer target groups while retaining the loyalty
of existing customer bases
> Expanding the marketing toolbox and sales channels with the aid of interactive
business simulations
> Leading and coaching the sales teams in dynamic change processes in the market
> Analysis of the different influencing factors of social media on sales and service and
development of specific action and development fields
> Chances and potentials of the service and finance products for gaining customers and
increasing loyalty
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
8
Chapter
Management Training
Department
Professionals
Title
M0082F • smart • Sales Strategy • Training for Sales Managers for the Market Launch
of the New smart Products • Run
Course Number
M0082F-AA
Target group
Manager
Objectives
The participants:
> Know the importance of smart as a small car brand and the opportunities presented by
the new products, as well as any significant repercussions for their own retail strategy
> Are familiar with the characteristics and motives of the defined smart target groups,
the development of the segment in the market and the focus of competitors
> Understand the tools that can be used to determine and exhaust potential, and have
used these tools to define the sales target and its implementation for their area of
responsibility
> Are in a position to organize (recruiting, training) and manage (smart-specific key
figures, remuneration) their sales team using existing sales potential for the smart brand
> Are familiar with the marketing measures specific to the target groups, as well as the
availability of local tools, activities and systems; they have worked out options for a local
and concrete marketing plan
> Are aware of the elements in the sales process and PoS essential for success and have
defined their fields of action
> Have developed strategic approaches and measures for their smart sales team based
on influential factors, the target description and analysis of their retail sector (4 "Ps")
> Know what role they have to play and the tasks required for the implementation of the
sales strategy in order to exhaust market potential, and have come up with a concrete
action plan for their area of responsibility
Contents
> The new smart products as ideal city cars in an ever-changing automotive world
> Recognizing and taking advantage of sales opportunities in a rapidly growing segment
> Focus of the sales team and the point-of-sale on successful market acquisition
> The recruitment, management and remuneration of salespersons according to brandspecific and exclusive guidelines
> Connecting the product portfolio and value systems of the various target groups
> Marketing opportunities through innovative design and future-oriented technology in
customer benefit arguments
Training Depth
Run
Note
Before training starts, key questions will be sent as a way of analyzing the respective
area of responsibility. The answers to these questions should be brought to training.
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
9
Chapter
Management Training
Department
Professionals
Title
M0058F • Managing Fleet Sales in the Dealership Operation • Run
Course Number
M0058F-AA
Target group
Manager
Objectives
The participants:
> Are familiar with concrete examples of fleet sales strategies
> Know the demands required of a fleet salesperson
> Know the key success criteria in the fleet business for establishing initial contact,
negotiations and closing sales
> Are familiar with the tools used for preparing offers in the fleet business
> Can use KPIs to analyze and manage their fleet business
> Know the most important compliance rules and recommended behavior for the fleet
business
Contents
>
>
>
>
>
>
Optional prerequisite
S0018E • Passenger Cars • Fleet Sales • Module 1 • e-Training • Go
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Fleet sales strategy/scope and practical implementation in the dealership
Consolidation of the role of a Mercedes-Benz fleet salesperson
Processing of business cases and feedback on the phases of the fleet sales process
Use of relevant KPIs
Fleet sales processes
Compliance rules in the fleet business
Method
Theorie 40%, Practice60%
10
Chapter
Management Training
Department
Professionals
Title
M0044F • Complaint Management for Managerial Staff at Dealerships • Sales and Aftersales Managers for All Categories • Run
Course Number
M0044F-AA
Target group
Manager
Objectives
The participant:
> Can explain the interrelationship between complaint management and CSI
> Can define his/her role, duties and responsibilities and reflect on his/her role profile
> Is familiar with the structure of the toolbox "Successful Complaint Management at
Dealerships" and can use it as an aid to set up his own professional complaint
management system
> Can analyze the current situation of his/her complaint management and derive
optimization measures
> Is familiar with the interrelation between his inner attitude and communication during
the complaint discussion
> Has examined his/her own attitude to complaining customers and can reflect on
his/her own behavior during a complaint discussion
> Can develop a personal action plan
Contents
> Advantages and benefits of professional complaint management at the operation
> Reflect on your own role (role perception, duties and responsibilities)
> Analyze the current system for complaint management (risks, obstacles, causes,
resource considerations, etc.) and derive measures and/or define KPIs for your own
operation in order to ensure sustainability
> Your own attitude to complaints and its effects on behavior during the complaint
discussion
> Practice the complaint discussions with "customers" and "employees" during role-play
games
> Complete various exercises related to attitudes and behavior
> Exchange of thoughts with other participants during discussions, group work and when
consulting with coworkers on a particular case
> Creation of a personal action plan aimed at successfully putting key items learned
during the course into daily practice
Optional prerequisite
Previous completion of the e-Training "V0003E • Professional Handling of Customer
Complaints • e-Training • Go" is recommended for preparation.
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 20%, Practice80%
11
Chapter
Management Training
Department
Professionals
Title
M0089F • Trucks • Customer Loyalty • Sales Success through Customer Satisfaction •
Fly
Course Number
M0089F-AA
Target group
Manager
Objectives
Participants are familiar with:
> The background of the CSI project
> The importance of the project, can identify with its objectives and are motivated
> The current situation or status (CSI result)
- In the market
- In their sales and service outlet or working environment
> The leverage points
- For increasing customer satisfaction in their operations and how to implement them
- For actions that contribute to increased customer satisfaction and how to
implement them
> Their role as managers
- In the implementation and monitoring of measures
- In the achievement of CSI objectives in their dealership
Contents
> Information on the current situation, the status of CSI results and current CSI projects
on the market
> Performance indicators and leverage points to improve customer satisfaction and
derive specific measures for individual dealership operations
> Responsibilities and requirements for the roles of the management teams to optimize
customer orientation in truck sales
> Monitoring and controlling development measures for an optimal customer orientation
in dealership operations
Optional prerequisite
Successful completion of a retail management newcomer basic qualification or
participation in the C-management program.
Training Depth
Fly
Note
This training course is intended for the entire management team in retail truck
operations. Wholesale district managers are also advised to participate.
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 75%, Practice25%
12
Chapter
Management Training
Department
Professionals
Title
M0108F • Trucks • Market Exploitation • Sales Success through Systematic KPI Controlling with the Sales Funnel Tool • Fly
Course Number
M0108F-AA
Target group
Manager
Objectives
The participants:
> Are familiar with the sales strategies of the Trucks division and can transfer these
approaches to their retail business
> Understand the opportunities and risks of the new product portfolio for developing
successful sales measures for their local markets
> Are familiar with mandatory KPIs for controlling and reporting in Truck Sales
> Are familiar with the standardized Truck Sales Funnel Tool and implement it for
effective and efficient controlling and reporting
> Are aware of how to apply the potential of their sales teams to gain new customers
and increase customer loyalty
Contents
>
>
>
>
>
Optional prerequisite
Successful completion of a basic newcomer sales manager qualification or participation
in the C-management program.
Training Depth
Fly
Duration
2,0 days (per 8 hours)
Stand 08/2014
Implementing sales strategies for trucks in the dealership operation
Successfully leveraging the opportunities and challenges of the new product portfolio
Optimal market exploitation through strict controlling based on relevant key figures
Truck Sales Funnel Tool for systematic controlling and reporting in the sales business
Gearing the organization and sales teams towards customers and the market
Method
Theorie 55%, Practice45%
13
Chapter
Management Training
Department
Professionals
Title
M0097F • Market Exploitation • OTC Excellence in Retail • Maximizing the Parts and
Accessories Turnover through Targeted Marketing Measures • Fly
Course Number
M0097F-AA
Target group
Parts Manager, Manager
Objectives
The participant:
> Meets the new expectations as part of the Service & Parts Retail Team
> Can support, encourage and advise his sales team as head of Retail Logistics
> Knows the current important KPIs and levers for the management and increase of
income in the retail parts business
> Understands the mutually reinforcing interactions and fields of action based on KPIs
and systems
> Knows the GSP parts strategy and management philosophy
> Is familiar with the relevant tools and systems for the successful management and
increase of income in the retail parts business
> Can advise his sales team, superiors and colleagues from the relevant neighboring
divisions in the dealership on sales measures, formulate and control a plan of action
Contents
> GSP Service & Parts Strategy 2020 spread across three sales stages
> The role models and requirement profiles of the Logistics manager and his sales
colleagues
> Mission and key fields of action for the Logistics manager
> Current After-Sales market situation with corresponding data and KPIs
> Delta analysis of MPC and network objectives and the measures derived from this
> Analysis of crucial KPIs (e.g. RePO = Retention & Penetration OTC)
> Overview, design and logistics of parts range (captive, competitive)
> Derivation of measures for developing parts business and profit on dealer level
> Implementation and monitoring of development measures in dealerships
> Use of relevant tools and systems (e.g. TopTool, SSM, Cockpit, etc.)
> Basics of consultation methods and skills
> Processing business cases and business simulations
Mandatory prerequisite
M0104E • Fly
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
Fly
Note
Also for Aftersales Managers in large-scale operations
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
14
Chapter
Management Training
Department
Service Quality
Title
M0003F • Qualification Program • Service/Parts and Sales Marketing Specialists
Course Number
M0003F-AA
Target group
Manager
Objectives
The participants:
> Are able to describe the entire marketing cycle and apply it for their area of
responsibility
> Are familiar with the communication fundamentals for effectively defining their
interface role
> Have the knowledge needed to organize customer-oriented and successful marketing
campaigns
> Have knowledge of the product range in the service and parts sector
> Are familiar with the legal regulations and warranty guidelines relevant to their work
> Can operate and effectively apply the systems and tools relevant to their work
Contents
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:
> -AA • Qualification Program • Service/Parts and Sales Marketing Specialists •
Competency Analysis
> M0013F-AA • Service/Parts and Sales Marketing Specialists • Introductory Module •
Go
> M0014F-AA • Service/Parts and Sales Marketing Specialists • Marketing
Fundamentals • Go
> M0015F-AA • Service/Parts and Sales Marketing Specialist • Communication &
Customer Orientation • Go
> M0016F-AA • Service/Parts and Sales Marketing Specialists • Systems and analysis
tools • Go
As soon as all your qualifications have been verified, you will receive your certificate.
Training Depth
Duration
Stand 08/2014
Method
Theorie 0%, Practice100%
10,5 days (per 8 hours)
15
Chapter
Management Training
Department
Certification
Title
M0001F • Qualification Program • C-Management Retail
Course Number
M0001F-AA
Target group
Manager
Objectives
Participants at the second managerial level of a dealership
> Have undergone an initial evaluation and, based on this, received an analysis of their
personal situation and a development plan based on LEAD criteria. Existing
competencies and possible training needs have been defined.
> Can manage and lead their area of responsibility at a dealership with the goal of
achieving maximum customer satisfaction
> Have refreshed the knowledge and skills required for their management areas based
on the results of the evaluation
> Have undergone a final assessment and received certification as a Certified Retail
Manager according to the quality criteria specified by Daimler AG
Contents
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:
> M0069F-AA • Qualification Program • C-Manager Retail • Initial Test • Run
> M0006F-AA • C-Management • From Strategy to Goal • Fly
> M0007F-AA • C-Management • Maximizing Market Exploitation • Fly
> M0008F-AA • C-Management • Management with Indicators in Sales • Fly
> M0009F-AA • C-Management • Employee Management • Fly
> M0010F-AA • C-Management • Recruiting and Developing Employees • Fly
> M0037F-AA • C-Management • Leading the Way to Business Success through
Maximum Customer Satisfaction • Kickoff • Fly
> M0038F-AA • C-Management • Process Management in Sales • Fly
> M0039F-AA • C-Management • Management with Indicators in After-Sales • Fly
> M0040F-AA • C-Management • Process Management in After-Sales • Fly
> M0070F-AA • Qualification Program • C-Manager Retail • Final Test and Certification
• Fly
As soon as all your qualifications have been verified, you will receive your certificate.
Training Depth
Note
Method
Theorie 50%, Practice50%
Your tasks as a manager are quite varied.
For your employees, you are their "rock", you set a good example and your customers
trust you.
Quality is both an obligation and tradition at Mercedes-Benz.
Stand 08/2014
16
This is why you have been given managerial responsibility.
It is our aim to continue delivering the best possible services – every day, in all areas.
This benefits us all. The company, the customers and each of our employees.
The C-Management certification series provides you with an opportunity to address all
aspects of successful dealership management.
Duration
Stand 08/2014
16,0 days (per 8 hours)
17