1. automotive and vehicles
2. cars

Training Program Worldwide 2015
Sales Training
(August 2014)
Global Training – The finest automotive learning.
Stand 08/2014
1
SALES TRAINING
8
Applicant Selection for Salespersons
8
S0072F • Passenger Cars • C-Sales • Applicant Selection • Go
S0075F • smart • C-Sales • Applicant Selection • Go
S0073F • Vans • C-Sales • Applicant Selection • Go
S0074F • Trucks • C-Sales • Applicant Selection • Go
8
9
10
11
Sales Training
12
S0218F • Passenger Cars • First Step into Mercedes-Benz Sales • Go
12
S0195E • Passenger Cars • C-Sales • Basic Qualification • Initial Test • Go
13
S0198E • smart • C-Sales • Basic Qualification • Initial Test • Go
14
S0200E • Vans • C-Sales • Basic Qualification • Initial Test • Go
15
S0199E • Trucks • C-Sales • Basic Qualification • Initial Test • Go
16
S0357Q • Passenger Cars • C-Sales • Certification Program for Salespersons • Go
17
S0116F • Passenger Cars • C-Sales • Basic Qualification • Module 1: Brand and Company • Go
18
S0117F • Passenger Cars • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure •
Go
19
S0118F • Passenger Cars • C-Sales • Basic Qualification • Module 3: Product and Competition • Go
20
S0119F • Passenger Cars • Basic C Sales Qualification • Module 4: Financing, leasing and business knowledge
• Go
21
S0120F • Passenger Cars • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining
Customer Contacts • Go
22
S0121F • Passenger Cars • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go
23
S0360Q • smart • C-Sales • Certification for Program for Salespersons • Go
24
S0065F • smart • C-Sales • Basic Qualification • Module 1: Brand and Company • Go
25
S0066F • smart • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go
26
S0067F • smart • C-Sales • Basic Qualification • Module 3: Product and Competition • Go
27
S0068F • smart • C-Sales • Basic Qualification • Module 4: Financing, Leasing, and Business Knowledge • Go28
S0069F • smart • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer
Contacts • Go
29
S0070F • smart • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go
30
S0358Q • Vans • C-Sales • Certification Program for Salespersons • Go
31
S0050F • Vans • C-Sales • Basic Qualification • Module 1: Brand and Company • Go
32
S0051F • Vans • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go
33
S0052F • Vans • C-Sales • Basic Qualification • Module 3: Product and Competition • Go
34
S0053F • Vans • C-Sales • Basic Qualification • Module 4: Financing, leasing and business knowledge • Go 35
S0054F • Vans • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer
Contacts • Go
36
S0055F • Vans • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go
37
Stand 08/2014
2
S0359Q • Trucks • C-Sales • Certification Program for Salespersons • Go
38
S0056F • Trucks • C-Sales • Basic Qualification • Module 1: Brand and Company • Go
39
S0057F • Trucks • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go
40
S0058F • Trucks • C-Sales • Basic Qualification • Module 3: Product and Competition • Go
41
S0059F • Trucks • C-Sales • Basic Qualification • Module 4: Financing, leasing and business knowledge • Go42
S0060F • Trucks • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer
Contacts • Go
43
S0061F • Trucks • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go
44
S0064F • Trucks • Product Competence and Competitive Comparison • Run
45
S0176F • Trucks, FUSO • Market Launch • Canter TF • Go
46
Sales Training - Further Education
47
S0026E • Passenger Cars • Used Vehicle Basic Training Course • e-Training • Go
S0131F • Passenger Cars, smart • Leasing, Financing and Service as Sales Promotion Instruments • Run
S0262F • Passenger Cars • Customer Acquisition • Systematic Sales Support and Acquisition • Run
S0186E • Passenger Cars • Fleet Sales • Module 1 • e-Training • Go
S0125F • Passenger Cars • Fleet Sales • Module 2 • Advanced Training • Run
S0126F • Passenger Cars • Fleet Sales • Module 3 • Experts Workshop • Fly
S0108F • Passenger Cars • Brand-Oriented Behavior and Image • Run
S0249F • Passenger Cars • Price Negotiation • Successful negotiation in sales • Run
S0110F • Passenger Cars • Professional Vehicle Handover • Run
S0107F • Passenger Cars • Sales Follow-Up & Lost Sales • Run
S0097F • Passenger Cars • Used Vehicle Sales • Advanced Training • Run
S0322F • Passenger Cars • Test Drive • A Key Part of Successful Sales • Run
S0265E • Passenger Cars • New Media: Getting Connected • e-Training • Run
S0323F • Passenger Cars • Product and Sales Skills • Using New Media in Sales Talks • Run
S0315F • Passenger Cars • Mobile Sales • Mobile Star • Module 1 • Run
S0316F • Passenger Cars • Mobile Sales • Mobile Star • Module 2 • Run
S0333F • Passenger Cars • Sales Assistance • Star Assistant • Module 1 • Go
S0334F • Passenger Cars • Sales Assistance • Star Assistant • Module 2 • Go
S0172F • Passenger Cars • New Media: Getting Connected • Run
S0371F • Passenger Cars • Used Vehicle Sales • Getting Started in Used Vehicle Sales • Go
S0171F • Passenger Cars • Used Car Sales • Experts Workshop • Fly
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
Stand 08/2014
3
S0003E • Vans • Vito E-Cell • e-Training • Go
S0169F • Vans • Systematic Market Management and Acquisition • Citan • Run
S0170F • Trucks • Professional Vehicle Handover • Fly
S0241F • Vans • Price Negotiation • Successful negotiation in sales • Run
S0133F • Vans • Professional Vehicle Handover • Run
S0324F • Vans • Vehicle Handover • Run
S0243E • Vans • Used Vehicle Sales • e-Training • Go
S0245F • Vans • Used Vehicle Sales • Run
S0244E • Vans • Fleet Sales • Module 1 • e-Training • Go
S0246F • Vans • Fleet Sales • Module 2 • Run
S0272F • Trucks • Systematic Sales Support and Acquisition • Run
S0148F • Trucks • Brand-Oriented Behavior and Image • Run
S0240F • Trucks • Price Negotiation • Successful negotiation in sales • Run
S0356F • Trucks • Product Argumentation and Competitive Comparison • Comparison Test Drives: Actros
Euro VI and Selected Competitors • Go
S0028E • Trucks • The New Long-Distance Truck • Part 2/2 • e-Training • Go
S0202F • Trucks • Product Expertise • Mercedes-Benz Custom Tailored Trucks CTT – Information about
Customized Vehicle Conversions • Mini-Module • Go
S0336F • Freightliner • Product Expertise • Introduction to Sales • Go
68
69
70
71
72
73
74
75
76
77
78
79
80
Certification
85
S0078F • Passenger Cars • C-Sales • Salesperson Certification • Go
S0291E • Passenger Cars • C-Sales • Salesperson Certification • Knowledge Test • Go
S0294E • smart • C-Sales • Salesperson Certification • Knowledge Test • Go
S0081F • smart • C-Sales • Salesperson Certification • Go
S0292E • Vans • C-Sales • Salesperson Certification • Knowledge Test • Go
S0079F • Vans • C-Sales • Salesperson Certification • Go
S0293E • Trucks • C-Sales • Salesperson Certification • Knowledge Test • Go
S0080F • Trucks • C-Sales • Salesperson Certification • Go
85
86
87
88
89
90
91
92
Stand 08/2014
4
81
82
83
84
Product Qualification
93
S0129F • Passenger Cars • Product Innovations • Go
93
S0363E • Passenger Cars • Market Launch • A-Class Facelift Model Series 176 • AKUBIS® direct sales • Go94
S0085F • Passenger Cars • Factory training visit • Go
95
S0312E • Passenger Cars • Market Launch • B-Class electric drive Model Series 242 • e-Training • Go
96
S0308F • Passenger Cars • Market Launch • Plug-in Vehicles • B-Class Electric Drive Model Series 242 and S
500 PLUG-IN HYBRID • Go
97
S0278E • Passenger Cars • Market Launch • C-Class W205 • e-Training • Go
98
S0327E • Passenger Cars • Market Launch • C-Class Station Wagon Model Series 205 • AKUBIS® direct
special • Go
99
S0306E • Passenger Cars • Market Launch • CLA Shooting Brake Model Series 117 • AKUBIS® direct sales •
Go
100
S0347F • Passenger Cars • Market Launch • C, GLA, V-Class and S-Class Coupé (model series 205, 156, 447,
and 217) • Run
101
S0012E • Passenger Cars • Market Launch of the E-Class (W212) • e-Training • Go
102
S0373E • Passenger Cars • Market Launch • E-Class Model Series W213 • e-Training • Go
103
S0275E • Passenger Cars • Market Launch • GLA-Class X156 • AKUBIS® direct sales • Go
104
S0309E • Passenger Cars • Market Launch • Mercedes-AMG GT Model Series C190 • e-Training • Go
105
S0362E • Passenger Cars • Market Launch • GLC Model Series X253 • e-Training • Go
106
S0361E • Passenger Cars • Market Launch • GLE-Class Facelift Model Series 166 • e-Training • Go
107
S0372E • Passenger Cars • Market Launch • GLE-Class Coupé Model Series C292 • AKUBIS® direct sales •
Go
108
S0257E • Passenger Cars • Market Launch • S-Class Model Series 222 • e-Training • Go
109
S0274E • Passenger Cars • Market Launch • S-Class Coupé Model Series 217 • AKUBIS® direct sales • Go110
S0086F • Passenger Cars • Product and Sales Skills • Competence Training in Telematics • Run
111
S0325E • Passenger Cars • Facelift • B-Class Model Series 246 • e-Training • Go
112
S0328E • Passenger Cars • Facelift • CLS-Class Model Series 218 • AKUBIS® direct sales • Go
113
S0104F • Vans • Technology Basics for Salespersons • Go
114
S0205E • Passenger Cars • Mercedes-Benz Guard Cars • e-Training • Go
115
S0223E • Passenger Cars • Telematics 4.5 • New Features and Highlights • e-Training • Go
116
S0330E • Passenger Cars • Product and Sales Skills • Product expert Telematics • Module 1 • e-Training •
Go
117
S0273E • Passenger Cars • Product Expertise • NTG 4.5 and NTG 5 Telematics • Innovations and Highlights •
AKUBIS® direct sales • Go
118
S0311E • Passenger Cars • Product Expertise • New Features and Modifications for NTG 5 • e-Training • Go119
S0377E • Passenger Cars • Product Expertise • Mercedes-Benz Intelligent Drive Specialist • Module 1 • eTraining • Go
120
S0307E • Passenger Cars • Product and Sales Skills • Mercedes-Benz Intelligent Drive • 2014 • e-Training •
Go
121
S0338E • Passenger Cars • Product and Sales Skills • BlueEFFICIENCY Plug-in HYBRID • e-Training • Go 122
S0348F • Passenger Cars • Product and Sales Skills • PLUG-IN HYBRID • Run
123
S0354E • Passenger Cars • Product and Sales Skills • B-Class electric drive model series 242 • e-Training •
Go
124
S0366E • Passenger Cars • Product and Sales Skills • EX Factory Driving Aids and Seat Adjustments •
AKUBIS® direct sales • Go
125
S0379F • Passenger Cars • Product Expertise • Mercedes me • Run
126
S0313F • Passenger Cars • Product and Sales Skills • Mercedes-Benz Connect • Run
127
V0092F • Passenger Cars • Mercedes-Benz Genuine Accessories • Product Range and Presentation • Run 128
Stand 08/2014
5
V0071F • Passenger Cars • Competent Marketing of Service Contracts • Customer Benefits, Active
Advantage/Benefit Argumentation and Calculation • Run
129
S0276E • Passenger Cars • Product Expertise • Mercedes connect me • AKUBIS® direct sales • Go
130
S0326F • Passenger Cars • Market Launch • C-Class, GLA-Class and S-Class Coupé (Model Series 205, 156
and 217) • Run
131
S0340F • Passenger Cars • Sales Assistance • Product Concierge • Module 1 • Go
132
S0341F • Passenger Cars • Sales Assistance • Product Concierge • Module 2 • Go
133
S0370E • smart • Product Expertise • smart drivetrain, BRABUS and competition • e-Training • Run
134
S0387E • smart • smart fortwo electric drive • e-Training • Go
135
S0305F • smart • Product and Sales Skills • smart fortwo electric drive Model Series 451 • Go
136
S0310E • smart • Market Launch • smart Model Series C453 • e-Training • Go
137
S0314E • smart • Market Launch • smart Model Series W453 • e-Training • Go
138
S0329F • smart • Global Training Experience 2014 • smart Model Series 453 • Run
139
S0303E • smart Two Wheel • Market Launch • smart scooter • AKUBIS® direct sales • Go
140
S0351F • smart • Market Launch • smart Model Series 453 • Run
141
S0302E • Passenger Cars, Vans • Market Launch • V-Class • e-Training • Go
142
S0299E • Vans • Product and Sales Skills • Vito VS20 • e-Training • Go
143
S0349F • Vans • Market Launch • Vito model series 447 • Go
144
S0339F • Vans • Market Launch • V-Class Model Series 447 • Go
145
S0345F • Vans • Global Training Experience 2014 • V-Class Model Series 447 • Run
146
S0193E • Vans • Market and Competition • Citan BR 415 • e-Training • Go
147
S0210E • Vans • Product Details and Sales Arguments • Citan • e-Training • Go
148
S0386F • Vans • Product and competitive comparison • Vans • Competitor Comparison Drive • Run
149
S0213E • Vans • Product and Sales Skills • Sprinter Model Series 906 • e-Training • Go
150
S0290F • Vans • Product and Sales Skills • Body Manufacturer Business • Run
151
S0382E • Vans • Product Expertise • Vans • NTG e-Training • Go
152
S0383E • Vans • Product Expertise • Vans • All-Wheel Drive Vans • Run
153
S0270E • Vans • Body Manufacturer Business • Sales and Handling Processes • e-Training • Go
154
Stand 08/2014
6
S0102F • Trucks • Downstream Activities, Truck Services • Run
155
S0300F • Trucks • Product Expertise • Go
156
S0337F • Trucks • Product Expertise • New Product Features and Success Factors • Go
157
S0156F • Trucks • Product Expertise • Mercedes-Benz Custom Tailored Trucks CTT – Expert Workshop • Run158
S0098F • Trucks • Product Expertise • Hands-On Technology • Go
159
S0380E • Trucks • Product Expertise • Actros Model Series 963 • Go
160
S0268F • Trucks • Product Expertise • Actros and Antos Model Series 963 • Go
161
S0215E • Trucks • Product Expertise • The New Atego Model Series 967 • Go
162
S0269F • Trucks • Product Expertise • Arocs Model Series 964 • Go
163
S0280F • Trucks • Product Expertise • Actros, Antos and Arocs (Model Series 963, 964), Atego (Model Series
967) • Wrap-Up • Go
164
S0289F • Trucks • Product Expertise • Trucks You Can Trust • Partnership on Equal Terms: Professional Sales
Follow-up • Go
165
S0301F • Trucks • Product Expertise • Econic Euro VI Model Series 956 • Go
166
S0384F • Trucks • Product Expertise • Traction training • Go
167
S0178E • Trucks • Product Expertise • The New Construction Vehicle • e-Training • Go
168
S0091F • Trucks • The New Long-Distance Truck • Module 1 • Go
169
S0188F • Trucks • Product Expertise • Atego Model Series 967 • Go
170
S0256F • Trucks • Customer Satisfaction (CSI) • Go
171
S0267F • Trucks • Product Expertise • Trucks You Can Trust • Partnership at Its Best: Professional Vehicle
Handover and Test Drive • Go
172
S0297E • FUSO • Product Expertise • Canter TF1 • e-Training • Go
173
S0190E • Trucks, FUSO • Product Expertise • Market Launch of the Canter 4x4 • Go
174
S0346F • Freightliner • Product and Sales Skills • Introduction to Sales • S0336F • Train the Trainer (TTT) 175
Business Development Center (BDC)
176
S0046F • Passenger Cars, Vans • Outbound Qualifiers • BDC/Mail & Call • Go
S0163F • Passenger Cars, Vans • Outbound Qualifiers • BDC/Mail & Call • Run
S0191F • Passenger Cars, Vans • BDC Qualifier • Training on the Job • Fly
176
177
178
C-Sales Implementation
179
S0113F • Passenger Cars, smart, Vans, Trucks • C-Sales • Observer Training • Go
S0132F • Passenger Cars • C-Sales • Training Needs Analysis • Run
179
180
Stand 08/2014
7
Chapter
Sales Training
Department
Applicant Selection for Salespersons
Title
S0072F • Passenger Cars • C-Sales • Applicant Selection • Go
Course Number
S0072F-AA
Target group
Salesperson
Objectives
Uniform, standardized process for selecting and assessing the potential to be successful
Mercedes-Benz car salespersons as per C-Sales standards.
Contents
Process for selecting and assessing the potential to be successful Mercedes-Benz car
salespersons, including description of results and feedback.
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
8
Chapter
Sales Training
Department
Applicant Selection for Salespersons
Title
S0075F • smart • C-Sales • Applicant Selection • Go
Course Number
S0075F-AA
Target group
Salesperson
Objectives
Uniform, standardized process for selecting and assessing the potential of future smart
salespersons.
Contents
Selection process and potential assessment for smart salespersons, including
description of results and feedback.
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
9
Chapter
Sales Training
Department
Applicant Selection for Salespersons
Title
S0073F • Vans • C-Sales • Applicant Selection • Go
Course Number
S0073F-AA
Target group
Salesperson
Objectives
Uniform, standardized process for selecting and assessing the potential of future
Mercedes-Benz Vans salespersons as per C-Sales standards.
Contents
Selection process and potential assessment for Mercedes-Benz Vans salespersons,
including description of results and feedback.
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
10
Chapter
Sales Training
Department
Applicant Selection for Salespersons
Title
S0074F • Trucks • C-Sales • Applicant Selection • Go
Course Number
S0074F-AA
Target group
Salesperson
Objectives
Uniform, standardized process for selecting and assessing the potential to be successful
Mercedes-Benz truck salespersons as per C-Sales standards.
Contents
Process for selecting and assessing the potential to be successful Mercedes-Benz truck
salespersons, including description of results and feedback.
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
11
Chapter
Sales Training
Department
Sales Training
Title
S0218F • Passenger Cars • First Step into Mercedes-Benz Sales • Go
Course Number
S0218F-AA
Target group
Salesperson
Objectives
The participant can:
> Acquire all basic knowledge for a rapid start as a new Mercedes-Benz cars salesperson
and become acquainted with the basic principles of successful sales
> Communicate basic information about the company and its strategy, the brand and its
products, as well as the sales process and techniques
> Identify with the Mercedes-Benz brand, demonstrate familiarity with the core
competences of sales and customer consultancy and integrate this knowledge in sales
dialogs
> Become acquainted with the main effective factors for successful sales and approach
his/her new task as a Mercedes-Benz cars salesperson with professionalism and
enthusiasm
Contents
Mandatory prerequisite
S0004E • Go
S0189E • Passenger Cars • 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
Duration
3,5 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
12
Chapter
Sales Training
Department
Sales Training
Title
S0195E • Passenger Cars • C-Sales • Basic Qualification • Initial Test • Go
Course Number
S0195E-AA
Target group
Salesperson
Objectives
The participant:
> Can create an individualized and effective overall training plan
> Recognizes areas in which he or she has room for improvement, i.e. is aware of
knowledge gaps
> Can skip certain modules after the test, since adequate knowledge is present
Contents
> The initial test enables in the individualized, effective completion of the C-Sales Basic
Training
> Strengths and areas of potential improvement are identified and corresponding
modules recommended for booking
Training Depth
Go
Duration
0 hours
Stand 08/2014
Method
Theorie 0%, Practice100%
13
Chapter
Sales Training
Department
Sales Training
Title
S0198E • smart • C-Sales • Basic Qualification • Initial Test • Go
Course Number
S0198E-AA
Target group
Salesperson
Objectives
The participant:
> Can create an individualized and effective overall training plan
> Recognizes areas in which he or she has room for improvement, i.e. is aware of
knowledge gaps
> Can skip certain modules after the test, since adequate knowledge is present
Contents
> The initial test enables the individualized, effective completion of the C-Sales Basic
Training
> Strengths and areas of potential improvement are identified and corresponding
modules recommended for booking
Training Depth
Go
Duration
0 hours
Stand 08/2014
Method
Theorie 0%, Practice100%
14
Chapter
Sales Training
Department
Sales Training
Title
S0200E • Vans • C-Sales • Basic Qualification • Initial Test • Go
Course Number
S0200E-AA
Target group
Salesperson
Objectives
The participant:
> Can create an individualized and effective overall training plan
> Recognizes areas in which he or she has room for improvement, i.e. is aware of
knowledge gaps
> Can skip certain modules after the test, since adequate knowledge is present
Contents
> The initial test enables the individualized, effective completion of the C-Sales Basic
Training
> Strengths and areas of potential improvement are identified and corresponding
modules recommended for booking
Training Depth
Go
Duration
0 hours
Stand 08/2014
Method
Theorie 0%, Practice100%
15
Chapter
Sales Training
Department
Sales Training
Title
S0199E • Trucks • C-Sales • Basic Qualification • Initial Test • Go
Course Number
S0199E-AA
Target group
Salesperson
Objectives
The participant:
> Can create an individualized and effective overall training plan
> Recognizes areas in which he or she has room for improvement, i.e. is aware of
knowledge gaps
> Can skip certain modules after the test, since adequate knowledge is present
Contents
> The initial test enables the individualized, effective completion of the C-Sales Basic
Training
> Strengths and areas of potential improvement are identified and corresponding
modules recommended for booking
Training Depth
Go
Duration
0 hours
Stand 08/2014
Method
Theorie 0%, Practice100%
16
Chapter
Sales Training
Department
Sales Training
Title
S0357Q • Passenger Cars • C-Sales • Certification Program for Salespersons • Go
Course Number
S0357Q-AA
Target group
Salesperson
Objectives
> Acquisition of the knowledge and skills required for a career as a Mercedes-Benz Cars
Salesperson.
> Establishment of the basis necessary for successfully passing the test to become a
Certified Mercedes-Benz Salesperson according to the Daimler AG standards (C-Sales)
Contents
The certification program consists of the following individual training courses.
> S0195E-AA • Passenger Cars • C-Sales • Basic Qualification • Initial Test • Go
> S0116F-AA • Passenger Cars • C-Sales • Basic Qualification • Module 1: Brand and
Company • Go
> S0117F-AA • Passenger Cars • C-Sales • Basic Qualification • Module 2: Sales and
Support Process Structure • Go
> S0118F-AA • Passenger Cars • C-Sales • Basic Qualification • Module 3: Product
and Competition • Go
> S0119F-AA • Passenger Cars • Basic C Sales Qualification • Module 4: Financing,
leasing and business knowledge • Go
> S0120F-AA • Passenger Cars • C-Sales • Basic Qualification • Module 5: Actively
Establishing and Maintaining Customer Contacts • Go
> S0121F-AA • Passenger Cars • C-Sales • Basic Qualification • Module 6: Individual
Practical Exercises • Go
> S0291E-AA • Passenger Cars • C-Sales • Salesperson Certification • Knowledge
Test • Go
As soon as all your certifications have been verified, you will receive your certificate.
Training Depth
Go
Duration
18,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
17
Chapter
Sales Training
Department
Sales Training
Title
S0116F • Passenger Cars • C-Sales • Basic Qualification • Module 1: Brand and Company • Go
Course Number
S0116F-AA
Target group
Salesperson
Objectives
Participants
> Are familiar with the company, brands, and products
> Are familiar with the history of Daimler AG and the Mercedes-Benz brand
> Are familiar with Mercedes-Benz production plants
> Are familiar with Mercedes-Benz basic and trend values (brand philosophy)
> Identify with the company, brand, and product
> Are able to link local market circumstances and special features with entrepreneurial
and strategic goals of their company and Daimler AG
> Are familiar with the basics of CSI and customer orientation and their relevance to
day-to-day tasks
> Are familiar with the requirements placed on Mercedes-Benz salespersons and
Mercedes-Benz values
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Daimler AG: Brand portfolio and company
The history of Daimler AG and the Mercedes-Benz brand
In the evening, open discussion with a successful salesperson
The Mercedes-Benz brand philosophy and worldwide advertising
CSI and 'golden rules'
Tour of MPC head office and dealership operations, or production plant
Presentations on MPC (facts, figures, philosophy)
Method
Theorie 40%, Practice60%
18
Chapter
Sales Training
Department
Sales Training
Title
S0117F • Passenger Cars • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go
Course Number
S0117F-AA
Target group
Salesperson
Objectives
Contents
>
>
>
>
>
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Personality of the salesperson and effect on the customer
Perception and communication, transaction analysis
Communication exercise and presentation of personality types
Structure of sales talks, phases, effective tools, goals
Preparing for and initiating sales talks
Needs and requirements analysis
Argumentation and questioning techniques
Vehicle presentation, test drive, vehicle handover
Completion phase and dealing with objections
Customer support
Dealing with lost orders and stock sales
Method
Theorie 40%, Practice60%
19
Chapter
Sales Training
Department
Sales Training
Title
S0118F • Passenger Cars • C-Sales • Basic Qualification • Module 3: Product and
Competition • Go
Course Number
S0118F-AA
Target group
Salesperson
Objectives
Participants are
> Familiar with current Mercedes-Benz model series and models
> Familiar with all relevant Mercedes-Benz car category product details
> Familiar with the competition cars relevant to the market
> Able to apply their product expertise to argue in favor of features and their benefits
Contents
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Marketing plan, communication strategy and market figures (all model series)
Features and function of standard and special equipment in Mercedes-Benz products
Static comparison: Mercedes-Benz and competition
Comparison drive: Mercedes-Benz and competition
Safety and basic technology
Method
Theorie 40%, Practice60%
20
Chapter
Sales Training
Department
Sales Training
Title
S0119F • Passenger Cars • Basic C Sales Qualification • Module 4: Financing, leasing
and business knowledge • Go
Course Number
S0119F-AA
Target group
Salesperson
Objectives
The participants
> Have the business knowledge required for vehicle salespersons
> Have commercial knowledge of leasing
> Have commercial knowledge of financing
> Have the required knowledge regarding the effect of purchasing, leasing and financing
on the balance sheet
> Have recognized the necessity of checking creditworthiness and are familiar with the
procedures
> Are familiar with the regulations and risks in connection with leasing and financing and
the procedures for ensuring the necessary security when concluding contracts
> Are able, as part of their brand responsibility, to explain different company forms and
the resulting tax effects, decision making competences and purchasing alternatives
> Are able to describe current macroeconomic contexts
> Are able to use accounting terms in a customer-friendly manner
> Are able to apply the fundamentals of cost accounting and calculation plus the key
company figures for sales
> Are able to assess the alternatives of leasing, financing and the like with reference to
the customer
> Are able to explain the fundamentals of tax law as they pertain to sales
> Are able to apply the fundamentals of contract law
> Are able to act in consideration of relevant aspects of competition law
> Are able to apply the business terms and conditions
> Are able to assess the particularities of commercial payment transactions
> Are able to identify the legal consequences of product liability
> Are able to explain the fundamentals of road traffic law
Contents
>
>
>
>
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Basic business terms, balance sheet
Profit and loss account, short-term profit and loss account
Contribution margin, break-even calculation, profitability, liquidity
Depreciation allowables, legal forms
Effect of purchasing, financing and leasing on the balance sheet
Leasing products and residual value model
Creditworthiness check, legitimization, risk
Passenger car service leasing, full service package
Fleet full service package, maintenance packages
Legal basics
Method
Theorie 40%, Practice60%
21
Chapter
Sales Training
Department
Sales Training
Title
S0120F • Passenger Cars • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer Contacts • Go
Course Number
S0120F-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the current situation in the automotive market, their national market
and in the Mercedes-Benz Passenger Cars division
> Know the consequences of the current situation for themselves as salespersons, as
well as how this affects their approach to market segmentation and acquisition
> Are able to adapt their behavior to various initial situations
> Are familiar with the preliminary work for market segmentation and how it is
accomplished
> Know how the individual market segments can be worked and which strategies can be
pursued
> Are familiar with the critical points of acquisition talks and know how to lead in these
situations
> Have completed the different acquisition training exercises and are able to acquire
new customers
Contents
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Approach to market segmentation
Sales support, new customer acquisition
Preparing for acquisition talks
Conducting acquisition talks, customer requirements
Salesperson's attitude towards the acquisition talk, impact on the customer
Acquisition training for
- Telephone training
- Discussion training
- Preparing for structured new customer acquisition talks for MB Cars in practical
situations
Method
Theorie 40%, Practice60%
22
Chapter
Sales Training
Department
Sales Training
Title
S0121F • Passenger Cars • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go
Course Number
S0121F-AA
Target group
Salesperson
Objectives
The participants:
> Understand how to behave appropriately in each discussion situation
> Are able to conduct each discussion in a goal-oriented manner without overtaxing the
discussion partner
> Are able to adapt all learned methods and techniques to the given situation and use
them effectively
> Are motivated to use their knowledge and skills for themselves and the Mercedes-Benz
Passenger Cars division
Contents
Exercise blocks on
> Passenger Cars brand and company
> Sales process
> Products and financing
> Vehicle delivery and stock sale
> Establishing customer contacts
> Sales support and acquisition
> Test preparation
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
23
Chapter
Sales Training
Department
Sales Training
Title
S0360Q • smart • C-Sales • Certification for Program for Salespersons • Go
Course Number
S0360Q-AA
Target group
Salesperson
Objectives
> Acquisition of the knowledge and skills required for a career as a smart salesperson
> Establishment the necessary basis for successful completion of the test to become a
certified smart salesperson according to the Daimler AG standards (C-sales)
Contents
The certification program consists of the following individual training courses.
> S0198E-AA • smart • C-Sales • Basic Qualification • Initial Test • Go
> S0065F-AA • smart • C-Sales • Basic Qualification • Module 1: Brand and Company
• Go
> S0066F-AA • smart • C-Sales • Basic Qualification • Module 2: Sales and Support
Process Structure • Go
> S0067F-AA • smart • C-Sales • Basic Qualification • Module 3: Product and
Competition • Go
> S0068F-AA • smart • C-Sales • Basic Qualification • Module 4: Financing, Leasing,
and Business Knowledge • Go
> S0069F-AA • smart • C-Sales • Basic Qualification • Module 5: Actively Establishing
and Maintaining Customer Contacts • Go
> S0070F-AA • smart • C-Sales • Basic Qualification • Module 6: Individual Practical
Exercises • Go
> S0294E-AA • smart • C-Sales • Salesperson Certification • Knowledge Test • Go
As soon as all your certifications have been verified, you will receive your certificate.
Training Depth
Go
Duration
18,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
24
Chapter
Sales Training
Department
Sales Training
Title
S0065F • smart • C-Sales • Basic Qualification • Module 1: Brand and Company • Go
Course Number
S0065F-AA
Target group
Salesperson
Objectives
Participants
> Are familiar with the company, brands, and products
> Are familiar with the history of Daimler AG and the smart brand
> Are familiar with smart production plants
> Are familiar with smart basic and trend values (brand philosophy)
> Identify with the company, brand, and product
> Are able to link local market circumstances and special features with entrepreneurial
and strategic goals of their company and Daimler AG
> Are familiar with the basics of CSI and customer orientation and their relevance to
day-to-day tasks
> Are familiar with the requirements placed on smart salespersons and smart values
Contents
>
>
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Daimler AG: Brand portfolio and company
The history of Daimler AG and the smart brand
smart sector strategy
In the evening, open discussion with a successful salesperson
The smart brand philosophy and worldwide advertising
CSI and 'golden rules'
Tour of MPC head office and dealership operations, or production plant
Presentations on MPC (facts, figures, philosophy)
Method
Theorie 40%, Practice60%
25
Chapter
Sales Training
Department
Sales Training
Title
S0066F • smart • C-Sales • Basic Qualification • Module 2: Sales and Support Process
Structure • Go
Course Number
S0066F-AA
Target group
Salesperson
Objectives
The participant
> Is familiar with the importance and current requirements of the "sales" process for
smart
> Is aware of the importance of his/her personal effect on the customer and of
perceptions
> Is able to communicate in a partner-oriented manner and to distinguish his/her
customers by personality type
> Becomes aware of the importance of "soft facts" in vehicle sales
> Is familiar with and uses the structure of the sales process
> Knows how to prepare and open a discussion
> Is able to identify customer needs and wants
> Has acquired the ability to establish structured arguments and to use arguments for
his/her product
> Is familiar with vehicle presentation and handover techniques, and knows how to
proceed during a test drive
> Is able to complete the sales process and overcome the customer's objections
> Knows how to provide customer follow-up support and how to deal with lost orders
> Achieves maximum customer satisfaction during each phase of the sales process and
knows how to proceed to achieve this
Contents
>
>
>
>
>
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Personality of the salesperson and effect on the customer
Perception and communication, transaction analysis
Communication exercise and presentation of personality types
Structure of sales talks, phases, effective tools, goals
Preparing for and initiating sales talks
Needs and requirements analysis
Argumentation and questioning techniques
Vehicle presentation, test drive, vehicle handover
Completion phase and dealing with objections
Customer support
Dealing with lost orders and stock sales
Method
Theorie 40%, Practice60%
26
Chapter
Sales Training
Department
Sales Training
Title
S0067F • smart • C-Sales • Basic Qualification • Module 3: Product and Competition •
Go
Course Number
S0067F-AA
Target group
Salesperson
Objectives
The participants:
> Know which model series and models smart offers
> Are familiar with all relevant smart products in detail
> Are familiar with the relevant competing vehicles in the market
> Are able to use the product knowledge they have acquired for effective featureadvantage-benefit arguments
Contents
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Marketing plan, communication strategy and market figures for the smart division
Features and function of the standard and special equipment in smart products
Static comparison: smart and the competition
Comparison drive: smart and the competition
Safety and basic technology
Method
Theorie 40%, Practice60%
27
Chapter
Sales Training
Department
Sales Training
Title
S0068F • smart • C-Sales • Basic Qualification • Module 4: Financing, Leasing, and
Business Knowledge • Go
Course Number
S0068F-AA
Target group
Salesperson
Objectives
Participants are
> Sufficiently trained to be automotive salespersons and have sufficient economic
expertise
> Trained in economics with regard to leasing
> Trained in economics with regard to financing
> Trained sufficiently on the impacts of purchases, leasing, and financing on the balance
sheet
> Familiar with the necessity of credit assessments and the processes
> Familiar with the rules and risks in conjunction with leasing and financing and the
processes to safeguard completed transactions
> Able to explain different legal forms of doing business and the resulting tax-related
effects, decision-making capacities, and alternative procurement as part of their brand
responsibility
Participants are also able to:
> Describe current macroeconomic correlations
> Use accounting terms in a way that customers are able to understand
> Apply basic cost accounting, calculation, and corporate key figures for sales
> Assess the alternatives leasing, financing, and similar for customers
> Describe basic tax legislation relevant to sales
> Apply basic contractual legislation
> Take into account the relevant competition legislation as part of their actions
> Apply the business terms and conditions
> Assess the special considerations of commercial payments
> Describe legal consequences resulting from product liability
> Describe the basics of traffic law
Contents
>
>
>
>
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Basic economic terminology, balance sheet
Profit and loss account, short-term profit and loss account
Contribution margin, break-even calculation, profitability, liquidity
Depreciation allowables, legal forms
Impact of purchases, financing, and leasing on the balance sheet
Leasing products and residual value model
Credit assessment, legitimation, risk
Service leasing for cars, complete service package
Complete service package for fleets, maintenance packages
Basic legal documentation
Method
Theorie 40%, Practice60%
28
Chapter
Sales Training
Department
Sales Training
Title
S0069F • smart • C-Sales • Basic Qualification • Module 5: Actively Establishing and
Maintaining Customer Contacts • Go
Course Number
S0069F-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the current market situation in the automotive market, their national
market and at smart
> Know the consequences of the current situation for themselves as salespersons, as
well as how this affects their approach to market segmentation and acquisition
> Are able to adapt their behavior to various initial situations
> Are familiar with the preliminary work for market segmentation and how it is
accomplished
> Know how the individual market segments can be worked and which strategies can be
pursued
> Are familiar with the critical points of acquisition talks and know how to lead in these
situations
> Have completed the different acquisition training exercises and are able to acquire
new customers
Contents
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Approach to market segmentation
Sales support, new customer acquisition
Preparing for acquisition talks
Conducting acquisition talks, customer requirements
Salesperson's attitude towards the acquisition talk, impact on the customer
Acquisition training for
- Telephone training
- Discussion training
- Preparing for structured new customer acquisition talks for smart in practical
situations
Method
Theorie 40%, Practice60%
29
Chapter
Sales Training
Department
Sales Training
Title
S0070F • smart • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go
Course Number
S0070F-AA
Target group
Salesperson
Objectives
The participants:
> Understand how to behave appropriately in each discussion situation
> Are able to conduct each discussion in a goal-oriented manner without overtaxing the
discussion partner
> Are able to adapt all learned methods and techniques to the given situation and use
them effectively
> Are motivated to use their knowledge and skills for themselves and the smart brand
Contents
Exercise blocks on
> smart brand and company
> Sales process
> Products and financing
> Vehicle delivery and stock sale
> Establishing customer contacts
> Sales support and acquisition
> Test preparation
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
30
Chapter
Sales Training
Department
Sales Training
Title
S0358Q • Vans • C-Sales • Certification Program for Salespersons • Go
Course Number
S0358Q-AA
Target group
Salesperson
Objectives
> Acquisition of the knowledge and skills required for a career as a Mercedes-Benz Van
Salesperson.
> Establishment of the basis necessary for successfully passing the test to become a
Certified Mercedes-Benz Salesperson according to the Daimler AG standards (C-Sales)
Contents
The certification program consists of the following individual training courses.
> S0200E-AA • Vans • C-Sales • Basic Qualification • Initial Test • Go
> S0050F-AA • Vans • C-Sales • Basic Qualification • Module 1: Brand and Company
• Go
> S0051F-AA • Vans • C-Sales • Basic Qualification • Module 2: Sales and Support
Process Structure • Go
> S0052F-AA • Vans • C-Sales • Basic Qualification • Module 3: Product and
Competition • Go
> S0053F-AA • Vans • C-Sales • Basic Qualification • Module 4: Financing, leasing and
business knowledge • Go
> S0054F-AA • Vans • C-Sales • Basic Qualification • Module 5: Actively Establishing
and Maintaining Customer Contacts • Go
> S0055F-AA • Vans • C-Sales • Basic Qualification • Module 6: Individual Practical
Exercises • Go
> S0292E-AA • Vans • C-Sales • Salesperson Certification • Knowledge Test • Go
As soon as all your certifications have been verified, you will receive your certificate.
Training Depth
Go
Duration
18,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
31
Chapter
Sales Training
Department
Sales Training
Title
S0050F • Vans • C-Sales • Basic Qualification • Module 1: Brand and Company • Go
Course Number
S0050F-AA
Target group
Salesperson
Objectives
The participant
> Is familiar with the company, its brands and products
> Is familiar with the history of Daimler AG and the Mercedes-Benz brand
> Is familiar with the Mercedes-Benz production plants
> Is familiar with the basic and trend values of Mercedes-Benz (brand philosophy)
> Identifies with the company, brand and product
> Is able to link local market circumstances and particularities with the corporate and
strategic goals of his/her company and Daimler AG
> Is familiar with the fundamentals of CSI and customer orientation and their
importance in daily work
> Is familiar with the requirements for Mercedes-Benz salespersons and with MercedesBenz values
Contents
>
>
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Daimler AG: Brand portfolio and the company
History of Daimler AG and the Mercedes-Benz brand
Vans division strategy
Open conversation with a successful salesperson (evening event)
Mercedes-Benz brand philosophy and worldwide advertising
CSI
Visit to the MPC head office and dealership operations or production plant
Presentations (figures, facts, philosophy) on the MPC
Method
Theorie 40%, Practice60%
32
Chapter
Sales Training
Department
Sales Training
Title
S0051F • Vans • C-Sales • Basic Qualification • Module 2: Sales and Support Process
Structure • Go
Course Number
S0051F-AA
Target group
Salesperson
Objectives
The participant
> Is familiar with the importance and current requirements of the "sales" process in the
Vans division
> Is aware of the importance of his/her effect on the customer and of perceptions
> Is able to communicate in a partner-oriented manner and to distinguish his/her
customers by personality type
> Becomes aware of the importance of "soft facts" in sales
> Is familiar with and uses the structure of the sales process
> Knows how to prepare and open a discussion
> Is able to identify customer needs and wants
> Has acquired the ability to establish structured arguments and to use arguments for
his/her product
> Is familiar with vehicle presentation and handover techniques, and knows how to
proceed during a test drive
> Is able to complete the sales process and overcome the customer's objections
> Knows how to provide customer follow-up support and how to deal with lost orders
> Achieves maximum customer satisfaction during each phase of the sales process and
knows how to proceed to achieve this
Contents
>
>
>
>
>
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Personality of the salesperson and effect on the customer
Perception and communication
Communication exercise and presentation of personality types
Structure of sales talks, phases, effective tools, goals
Preparing for and initiating sales talks
Needs and requirements analysis
Argumentation and questioning techniques
Vehicle presentation, test drive, vehicle handover
Completion phase and dealing with objections
Customer support
Dealing with lost orders and stock sales
Method
Theorie 40%, Practice60%
33
Chapter
Sales Training
Department
Sales Training
Title
S0052F • Vans • C-Sales • Basic Qualification • Module 3: Product and Competition •
Go
Course Number
S0052F-AA
Target group
Salesperson
Objectives
The participants:
> Know which model series and models Mercedes-Benz offers
> Are familiar with all relevant Mercedes-Benz Vans products in detail
> Are familiar with the relevant competing vehicles in the market
> Are able to use the product knowledge they have acquired for effective featureadvantage-benefit arguments
Contents
> Marketing plan, communication strategy and market figures for the van division
> Features and function of the standard and special equipment in Mercedes-Benz
products
> Static comparison: Mercedes-Benz and the competition
> Comparison drive: Mercedes-Benz and the competition
> Safety and basic technology
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
34
Chapter
Sales Training
Department
Sales Training
Title
S0053F • Vans • C-Sales • Basic Qualification • Module 4: Financing, leasing and business knowledge • Go
Course Number
S0053F-AA
Target group
Salesperson
Objectives
The participants
> Have the business knowledge required for salespersons
> Have commercial knowledge of leasing
> Have commercial knowledge of financing
> Have the required knowledge regarding the effect of purchasing, leasing and financing
on the balance sheet
> Have recognized the necessity of checking creditworthiness and are familiar with the
procedures
> Are familiar with the regulations and risks in connection with leasing and financing and
the procedures for ensuring the necessary security when concluding contracts
> Are able, as part of their brand responsibility, to explain different company forms and
the resulting tax effects, decision making competences and purchasing alternatives.
They can additionally:
> Describe current macroeconomic contexts
> Use accounting terms in a customer-friendly manner
> Apply the fundamentals of cost accounting and calculation plus the key company
figures for sales
> Assess the alternatives of leasing, financing and the like with reference to the
customer
> Explain the fundamentals of tax law which are relevant to sales
> Apply the fundamentals of contract law
> Act in consideration of relevant aspects of competition law
> Apply the business terms and conditions
> Assess the particularities of the commercial payment transaction
> Reveal the legal consequences of product liability
> Explain the fundamentals of road traffic law
Contents
>
>
>
>
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Basic business terms, balance sheet
Profit and loss account, short-term profit and loss account
Contribution margin, break-even calculation, profitability, liquidity
Depreciation allowables, legal forms
Effect of purchasing, financing and leasing on the balance sheet
Leasing products and residual value model
Creditworthiness check, legitimization, risk
Passenger car service leasing, full service package, downstream services
Fleet full service package, maintenance packages
Legal basics
Method
Theorie 40%, Practice60%
35
Chapter
Sales Training
Department
Sales Training
Title
S0054F • Vans • C-Sales • Basic Qualification • Module 5: Actively Establishing and
Maintaining Customer Contacts • Go
Course Number
S0054F-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the current situation in the automotive market, their national market
and in the Mercedes-Benz Vans division
> Know the consequences of the current situation for themselves as salespersons, as
well as how this affects their approach to market segmentation and acquisition
> Are able to adapt their behavior to various initial situations
> Are familiar with the preliminary work for market segmentation and how it is
accomplished
> Know how the individual market segments can be worked and which strategies can be
pursued
> Are familiar with the critical points of acquisition talks and know how to lead in these
situations
> Have completed the different acquisition training exercises and are able to acquire
new customers
Contents
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Approach to market segmentation
Sales support, new customer acquisition
Preparing for acquisition talks
Conducting acquisition talks, customer requirements
Salesperson's attitude towards the acquisition talk, impact on the customer
Acquisition training for
- Telephone training
- Discussion training
- Preparing for structured new customer acquisition talks for MB Vans in practical
situations
Method
Theorie 40%, Practice60%
36
Chapter
Sales Training
Department
Sales Training
Title
S0055F • Vans • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go
Course Number
S0055F-AA
Target group
Salesperson
Objectives
The participants:
> Understand how to behave appropriately in each discussion situation
> Are able to conduct each discussion in a goal-oriented manner without overtaxing the
discussion partner
> Are able to adapt all learned methods and techniques to the given situation and use
them effectively
> Are motivated to use their knowledge and skills for themselves and the Mercedes-Benz
Vans division
Contents
Exercise blocks on
> Vans brand and company
> Sales process
> Products, financing, downstream services
> Vehicle delivery and stock sale
> Establishing customer contacts
> Sales support and acquisition
> Test preparation
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
37
Chapter
Sales Training
Department
Sales Training
Title
S0359Q • Trucks • C-Sales • Certification Program for Salespersons • Go
Course Number
S0359Q-AA
Target group
Salesperson
Objectives
> Acquisition of the knowledge and skills required for a career as a Mercedes-Benz Truck
Salesperson
> Establishment of the basis necessary for successfully passing the test to become a
Certified Mercedes-Benz Salesperson according to the Daimler AG standards (C-Sales)
Contents
The certification program consists of the following individual training courses.
> S0199E-AA • Trucks • C-Sales • Basic Qualification • Initial Test • Go
> S0056F-AA • Trucks • C-Sales • Basic Qualification • Module 1: Brand and Company
• Go
> S0057F-AA • Trucks • C-Sales • Basic Qualification • Module 2: Sales and Support
Process Structure • Go
> S0058F-AA • Trucks • C-Sales • Basic Qualification • Module 3: Product and
Competition • Go
> S0059F-AA • Trucks • C-Sales • Basic Qualification • Module 4: Financing, leasing
and business knowledge • Go
> S0060F-AA • Trucks • C-Sales • Basic Qualification • Module 5: Actively Establishing
and Maintaining Customer Contacts • Go
> S0061F-AA • Trucks • C-Sales • Basic Qualification • Module 6: Individual Practical
Exercises • Go
> S0293E-AA • Trucks • C-Sales • Salesperson Certification • Knowledge Test • Go
As soon as all your certifications have been verified, you will receive your certificate.
Training Depth
Go
Duration
18,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
38
Chapter
Sales Training
Department
Sales Training
Title
S0056F • Trucks • C-Sales • Basic Qualification • Module 1: Brand and Company • Go
Course Number
S0056F-AA
Target group
Salesperson
Objectives
The participant
> Is familiar with the company, its brands and products
> Is familiar with the history of Daimler AG and the Mercedes-Benz brand
> Is familiar with the Mercedes-Benz production plants
> Is familiar with the basic and trend values of Mercedes-Benz (brand philosophy)
> Identifies with the company, brand and product
> Is able to link local market circumstances and particularities with the corporate and
strategic goals of his/her company and Daimler AG
> Is familiar with the fundamentals of CSI and customer orientation and their
importance in daily work
> Is familiar with the requirements for Mercedes-Benz salespersons and with MercedesBenz values
Contents
>
>
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Daimler AG: Brand portfolio and the company
History of Daimler AG and the Mercedes-Benz brand
Trucks division strategy
Open conversation with a successful salesperson (evening event)
Mercedes-Benz brand philosophy and worldwide advertising
CSI
Visit to the MPC head office and dealership operations or production plant
Presentations (figures, facts, philosophy) on the MPC
Method
Theorie 40%, Practice60%
39
Chapter
Sales Training
Department
Sales Training
Title
S0057F • Trucks • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go
Course Number
S0057F-AA
Target group
Salesperson
Objectives
The participant
> Is familiar with the importance and current requirements of the "sales" process in the
Trucks division
> Is aware of the importance of his/her personal effect on the customer and of
perceptions
> Is able to communicate in a partner-oriented manner and to distinguish his/her
customers by personality type
> Becomes aware of the importance of "soft facts" in sales
> Is familiar with and uses the structure of the sales process
> Knows how to prepare and open a discussion
> Is able to identify customer needs and wants
> Has acquired the ability to establish structured arguments and to use arguments for
his/her product
> Is familiar with vehicle presentation and handover techniques, and knows how to
proceed during a test drive
> Is able to complete the sales process and overcome the customer's objections
> Knows how to provide customer follow-up support and how to deal with lost orders
> Achieves maximum customer satisfaction during each phase of the sales process and
knows how to proceed to achieve this
Contents
> Personality of the salesperson and effect on the customer
> Perception and communication
> Communication exercise and presentation of personality types
> Structure of sales talks, phases, effective tools, goals
> Preparing for and initiating sales talks
> Needs and requirements analysis
> Argumentation and questioning techniques
> Vehicle presentation, test drive, vehicle handover
> Completion phase and dealing with objections, TCO argumentation, price premium
argumentation
> Customer support
> Dealing with lost orders and stock sales
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
40
Chapter
Sales Training
Department
Sales Training
Title
S0058F • Trucks • C-Sales • Basic Qualification • Module 3: Product and Competition
• Go
Course Number
S0058F-AA
Target group
Salesperson
Objectives
The participants:
> Know which model series and models Mercedes-Benz offers
> Are familiar with all relevant Mercedes-Benz truck division products in detail
> Are familiar with the relevant competing vehicles in the market
> Are able to use the product knowledge they have acquired for effective featureadvantage-benefit arguments
Contents
> Marketing plan, communication strategy and market figures for the Trucks division
> Features and function of the standard and special equipment in Mercedes-Benz
products
> Static comparison: Mercedes-Benz and the competition
> Comparison drive: Mercedes-Benz and the competition
> Safety and basic technology
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
41
Chapter
Sales Training
Department
Sales Training
Title
S0059F • Trucks • C-Sales • Basic Qualification • Module 4: Financing, leasing and
business knowledge • Go
Course Number
S0059F-AA
Target group
Salesperson
Objectives
Contents
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
42
Chapter
Sales Training
Department
Sales Training
Title
S0060F • Trucks • C-Sales • Basic Qualification • Module 5: Actively Establishing and
Maintaining Customer Contacts • Go
Course Number
S0060F-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the current market situation in their national market and in the
Mercedes-Benz Trucks division
> Know the consequences of the current situation for themselves as salespersons, as
well as how this affects their approach to market segmentation and acquisition
> Are able to adapt their behavior to various initial situations
> Are familiar with the preliminary work for market segmentation and how it is
accomplished
> Know how the individual market segments (individual customers and small fleets) can
be worked and which strategies can be pursued
> Are familiar with the critical points of acquisition talks and know how to lead in these
situations
> Have completed the different acquisition training exercises and are able to acquire
new customers
Contents
>
>
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Approach to market segmentation
Sales support, new customer acquisition
Preparing for acquisition talks
Conducting acquisition talks, customer requirements
Salesperson's attitude towards the acquisition talk, impact on the customer
Acquisition training for
- Telephone training
- Discussion training
- Preparing for structured new customer acquisition talks for MB Trucks in practical
situations
Method
Theorie 40%, Practice60%
43
Chapter
Sales Training
Department
Sales Training
Title
S0061F • Trucks • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go
Course Number
S0061F-AA
Target group
Salesperson
Objectives
The participants:
> Understand how to behave appropriately in each discussion situation
> Are able to conduct each discussion in a goal-oriented manner without overtaxing the
discussion partner
> Are able to adapt all learned methods and techniques to the given situation and use
them effectively
> Are motivated to use their knowledge and skills for themselves and the Mercedes-Benz
Trucks division
Contents
Exercise blocks on
> Trucks brand and company
> Sales process
> Products and financing, downstream services
> Vehicle delivery and stock sale
> Establishing customer contacts
> Sales support and acquisition
> Test preparation
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
44
Chapter
Sales Training
Department
Sales Training
Title
S0064F • Trucks • Product Competence and Competitive Comparison • Run
Course Number
S0064F-AA
Target group
Salesperson
Objectives
Contents
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 30%, Practice70%
45
Chapter
Sales Training
Department
Sales Training
Title
S0176F • Trucks, FUSO • Market Launch • Canter TF • Go
Course Number
S0176F-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the advantages of the Canter TF based on the comparison drive
> Is familiar with the differences to the competitors based on the comparison drive
> Receives all relevant information on sales promotions and campaigns
> Receives all relevant information on marketing activities
> Is familiar with all the equipment highlights of the Canter TF
> Is familiar with the sales arguments for the Canter TF
> Is familiar with the buying motives of the customer and can effectively present the
advantages of the new Canter TF with customer-friendly sales arguments
Contents
>
>
>
>
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Product information
Driving stations
Comparison with competition
Sales promotion actions and marketing activities
Method
Theorie 100%
46
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0026E • Passenger Cars • Used Vehicle Basic Training Course • e-Training • Go
Course Number
S0026E-AA
Target group
Salesperson
Objectives
The participants
> Know the vehicle assessment process
> Know the trade-in process
> Can conduct a customer-oriented conversation
> Are able to determine the market value of a used vehicle
Contents
Basic qualification of used vehicle salespersons
Training Depth
Go
Duration
0,8 hours
Stand 08/2014
Method
Theorie 100%
47
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0131F • Passenger Cars, smart • Leasing, Financing and Service as Sales Promotion
Instruments • Run
Course Number
S0131F-AA
Target group
Salesperson
Objectives
The participant:
> Has refreshed, intensified and extended his knowledge of leasing and financing
> Is familiar with further supporting information and business administration
backgrounds for all financial products
Contents
> Intensification of knowledge regarding Daimler Financial Service products (leasing,
financing and insurance products)
> Customer and salesperson advantages of a full-service manufacturer-related bank
(incl. cross selling)
> Differences and commercial comparison of leasing and financing
> Supporting materials for all Mercedes-Benz and smart products
Optional prerequisite
Long-term sales experience in conjunction with financial services as well as seller
certification (C-Sales).
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 70%, Practice30%
48
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0262F • Passenger Cars • Customer Acquisition • Systematic Sales Support and
Acquisition • Run
Course Number
S0262F-AA
Target group
Salesperson
Objectives
The participant:
> Can identify various customer groups
> Is familiar with the lifestyles of the existing and new customer groups and can
establish customer-group-specific communication
> Can acquire new customers, gain their acceptance and conclude sales
> Can continue to achieve the same volume of sales among the existing target groups
(maintain customer loyalty)
> Can take advantage of existing and additional sales opportunities of new MercedesBenz vehicles and implement the necessary changes in the sales and distribution routine
> Develops an individual, customer-specific acquisition plan for his/her task area
Contents
>
>
>
>
>
>
>
>
>
>
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Market and environment analyses
Introduction of existing and new Mercedes-Benz customer groups
Market segmentation: existing and new customer groups
Procedures for fully utilizing existing customer potentials
Prospects and goals of customer-specific acquisition
Methods of customer-specific acquisition
Phases and specific features of a customer-specific acquisition discussion
Performance and analysis of live acquisition talks
Opportunities and possibilities of lead generation
Development of customer-specific action plans
Method
Theorie 65%, Practice35%
49
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0186E • Passenger Cars • Fleet Sales • Module 1 • e-Training • Go
Course Number
S0186E-AA
Target group
Salesperson
Objectives
The participants have:
> Reflected on the importance of the Corporate Sales and Key Account Management
unit and have obtained an insight into Daimler's vision regarding this topic
> Become familiar with the history and the global market situation of fleet sales
> Become familiar with the principles of the fleet sales strategy and have applied these
to their daily work
> Become familiar with the national and international organizational structure of fleet
sales and have reflected on their role in this context
> Received an introduction to the fleet sales process and its relevant phases
Contents
Basic qualification on fundamentals in fleet sales:
> Fleet sales strategy and scope
> The fleet salesperson and his/her role at Mercedes-Benz
> Fleet sales process and the relevant phases:
- Market analysis
- Data evaluation and acquisition
- Needs and wants analysis
- Argumentation and negotiation
- Closing sales
- CRM
Training Depth
Go
Note
This training is a mandatory prerequisite for further seminars in this qualification series.
Duration
0,5 hours
Stand 08/2014
Method
Theorie 90%, Practice10%
50
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0125F • Passenger Cars • Fleet Sales • Module 2 • Advanced Training • Run
Course Number
S0125F-AA
Target group
Salesperson
Objectives
Contents
Fleet sales qualification:
> Fleet sales strategy/scope and practical implementation
> Consolidation of the role as Mercedes-Benz fleet salesperson
> Role-playing and feedback on the phases of the fleet sales process
> Use of KPIs
> Self-organization and work planning
Mandatory prerequisite
S0186E • Passenger Cars • Fleet Sales • Module 1 • 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
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
51
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0126F • Passenger Cars • Fleet Sales • Module 3 • Experts Workshop • Fly
Course Number
S0126F-AA
Target group
Salesperson
Objectives
Contents
Optional advanced qualification for fleet sales:
> Working on individual practical cases
> Best practice with fleet experts and exchange of case studies
Training Depth
Fly
Note
Not a mandatory requirement; this course is optional.
Duration
1,5 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
52
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0108F • Passenger Cars • Brand-Oriented Behavior and Image • Run
Course Number
S0108F-AA
Target group
Salesperson
Objectives
The participant
> Is familiar with the brand values and the company's image requirements
> Is familiar with the relevance of CSI within his task area for the company's success
and the golden rules derived from this
> Is sensitized towards customers' and guests' expectations of the company
> Is able to recognize and analyze his own image and behavior
> Is able to transform expectations (customers/guests and company) into personal
behavior
Contents
>
>
>
>
>
>
>
Training Depth
Run
Duration
1 day (per 8 hours)
Stand 08/2014
Description of company values and integration into the daily business of sales
Definition of customer expectations regarding the brand and the employees
Derivation of personal sales strategies based on brand values
Sensitization towards one's own appearance and behavior during customer contact
Comparison of one's own behavior with the expectations (company, customers)
Transfer to the salesperson's daily work
Implementation / application of the contents in case studies
Method
Theorie 40%, Practice60%
53
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0249F • Passenger Cars • Price Negotiation • Successful negotiation in sales • Run
Course Number
S0249F-AA
Target group
Salesperson
Objectives
Contents
> Importance of the needs and requirements analysis in the sales discussion, especially
for conducting successful price negotiations
> Acquisition of essential customer information during sales pitches
> Definition of individual purchasing motives
> Relevant criteria for a structured analysis
> Use of the customer information for specifically arguing benefits and negotiating
prices
> Analysis of possible causes of and backgrounds to objections
> Use of objections as an opportunity in the sales process
> Individual behavioral patterns and dynamics for objections and price negotiations
> Analysis of causes for price discussions
> Preparation for and strategic structuring of successful price negotiations
> Development of an individual toolkit for effective argumentation, as well as behavior to
support these tools during price negotiations (premium price argumentation)
> Implementation and transfer on the basis of role plays and practical examples
Training Depth
Run
Note
The participant should already have in-depth knowledge of the topics of product,
needs/requirements analysis and targeted argumentation.
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
54
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0110F • Passenger Cars • Professional Vehicle Handover • Run
Course Number
S0110F-AA
Target group
Salesperson
Objectives
Contents
> Importance of vehicle handover (obligations and responsibility)
> Development of the relevant contents of vehicle handover, e.g. familiarization with
system operation, economy-oriented driving
> Customer-oriented description of the vehicle concept - affirming the purchase decision
in the sense of determined purchasing motives
> Behavior in difficult situations
> Vehicle handover process
> Test drive (contents and goals)
> Transfer exercises and practical examples
Training Depth
Run
Note
No product knowledge is imparted during the training, which instead deals with
customer-oriented behavior and arguments.
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
55
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0107F • Passenger Cars • Sales Follow-Up & Lost Sales • Run
Course Number
S0107F-AA
Target group
Salesperson
Objectives
Contents
> Relevance and opportunities of sales follow-up
> Approaches and instruments for decision analysis and successful creation of customer
loyalty
> Opportunities and necessity of reviewing lost sales
> Preparation, performance and analysis of tracking and lost sales discussions
> Definition of specific arguments and modes of behavior
> Situation-based use of objection handling
> Personal implementation plan
Training Depth
Run
Note
The participant should already have in-depth knowledge of the topics of targeted
argumentation and objection handling.
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
56
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0097F • Passenger Cars • Used Vehicle Sales • Advanced Training • Run
Course Number
S0097F-AA
Target group
Salesperson
Objectives
The participant
> Is familiar with the vehicle assessment process
> Is able to assess used vehicles
> Is familiar with the details of the trade-in process
> Can communicate the used vehicle specifics in a customer-oriented manner
> Can present and sell used vehicles in a customer-oriented manner
Contents
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
57
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0322F • Passenger Cars • Test Drive • A Key Part of Successful Sales • Run
Course Number
S0322F-AA
Target group
Salesperson
Objectives
The participants
> Are aware of their role in interacting with the customer
> Are aware of the opportunities of test drives to boost sales
> Can conduct a well-structured test drive to promote the vehicle
> Can handle with difficult situations with professionalism
> Have practiced test drives and learned to implement their new knowledge and skills
(final description acc. to IKWS, 2/2014)
Contents
> Test drive: meaning and opportunities for successful sales
> Test drive process (main process and its elements)
> Working through relevant content to conduct professional, customer-friendly test
drives
> Customer-oriented, motivation-driven vehicle descriptions
> Behavior during test drives that helps to boost sales
> Dealing with difficult situations
> Transfer exercises and practical examples (final description acc. to the IKWS, 2/2014)
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 60%, Practice40%
58
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0265E • Passenger Cars • New Media: Getting Connected • e-Training • Run
Course Number
S0265E-AA
Target group
Salesperson
Objectives
The participant:
> Obtains both a broad overview as well as detailed knowledge of the new online media
> Is familiar with the Daimler AG guidelines for the use of new online media to
communicate with prospective/existing customers
Contents
> Overview of the new online media
> Specific elements of individual new online media types
> Daimler AG guidelines for the use of new online media to communicate with
prospective/existing customers
Training Depth
Run
Duration
0,5 hours
Stand 08/2014
Method
Theorie 80%, Practice20%
59
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0323F • Passenger Cars • Product and Sales Skills • Using New Media in Sales Talks
• Run
Course Number
S0323F-AA
Target group
Salesperson
Objectives
The participants > Are familiar with the fundamentals and selected special topics in
using new media > Are familiar with how to use new media in a customer-friendly
manner to promote sales > Practice the proper, customer-friendly use of new media in
simulated sales talks (final description acc. to IKWS, 2/2014)
Contents
> Fundamentals and special topics in using new media
> Fundamentals of the customer-friendly use of new media in sales talks to promote
sales
> Practical exercises
(final description acc. to IKWS, 2/2014)
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 60%, Practice40%
60
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0315F • Passenger Cars • Mobile Sales • Mobile Star • Module 1 • Run
Course Number
S0315F-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the specific fundamentals of Mercedes-Benz car sales in field service
> Have specific basic skills for Mercedes-Benz car sales in field service (differentiated
description acc. to IKWS, 02/2014)
Contents
Specific fundamentals of Mercedes-Benz car sales for field service (differentiated
description acc. to IKWS, 2/2014).
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 80%, Practice20%
61
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0316F • Passenger Cars • Mobile Sales • Mobile Star • Module 2 • Run
Course Number
S0316F-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with advanced aspects of selling Mercedes-Benz cars in field service
> Have advanced skills for Mercedes-Benz car sales in field service (differentiated
description acc. to IKWS, 2/2014)
Contents
Advanced aspects and skills for Mercedes-Benz car sales for field service (differentiated
description acc. to IKWS, 2/2014).
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 80%, Practice20%
62
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0333F • Passenger Cars • Sales Assistance • Star Assistant • Module 1 • Go
Course Number
S0333F-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the specific fundamentals of Mercedes-Benz Cars "greeters" tasks
> Possess the specific basic skills for a Mercedes-Benz Cars "greeter" (differentiated
description acc. to IKWS, 2/2014)
Contents
Specific fundamentals for the tasks of "greeters" (differentiated description acc. to IKWS,
2/2014).
Training Depth
Go
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 80%, Practice20%
63
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0334F • Passenger Cars • Sales Assistance • Star Assistant • Module 2 • Go
Course Number
S0334F-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the advanced aspects of Mercedes-Benz Cars "greeters"
> Possess the advanced skills of Mercedes-Benz Cars "greeters" (differentiated
description acc. to IKWS, 02/2014)
Contents
Advanced aspects and skills for the tasks of a Mercedes-Benz Cars "greeter"
(differentiated description acc. to IKWS, 2/2014).
Training Depth
Go
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 80%, Practice20%
64
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0172F • Passenger Cars • New Media: Getting Connected • Run
Course Number
S0172F-AA
Target group
Salesperson
Objectives
The participant:
> Obtains both a broad overview as well as detailed knowledge of the new media
> Is familiar with the Daimler AG guidelines for the use of new online media to
communicate with prospective/existing customers
> Can name and assess the opportunities and risks involved in communication with
prospective/existing customers via the new online media
> Is equipped with practical and efficient strategies for communicating with
prospective/existing customers via the new online media
> Has an individualized implementation plan tailored to his or her scope of tasks for
efficient communication with prospective/existing customers via the new online media
(sales promotion)
Contents
> Overview of the new online media
> Specific elements of individual new online media types
> Daimler AG guidelines for the use of new online media to communicate with
prospective/existing customers
> Opportunities and risks involved in communication with prospective/existing
customers via the new online media
> Developing efficient strategies for communicating with prospective/existing
customers via the new online media
> Best practices (to boost sales)
> Individualized implementation plan for efficient communication with
prospective/existing customers via the new online media
Training Depth
Run
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
65
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0371F • Passenger Cars • Used Vehicle Sales • Getting Started in Used Vehicle Sales
• Go
Course Number
S0371F-AA
Target group
Salesperson
Objectives
> Basic knowledge for selling used vehicles for Mercedes-Benz car salespersons in
emerging markets
> Objectives will be defined in detail in the international concept workshop.
Contents
> Basic knowledge for selling used vehicles for Mercedes-Benz car salespersons in
emerging markets
> Content details to be defined in the international concept workshop
Training Depth
Go
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
66
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0171F • Passenger Cars • Used Car Sales • Experts Workshop • Fly
Course Number
S0171F-AA
Target group
Salesperson
Objectives
Contents
Training Depth
Fly
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
67
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0003E • Vans • Vito E-Cell • e-Training • Go
Course Number
S0003E-AA
Target group
Salesperson
Objectives
The participant:
> Gets to know the product properties
> Can argue with a focus on the customer
> Can offer the Vito E-Cell
Contents
Training Depth
Go
Duration
1,0 hours
Stand 08/2014
Method
Theorie 100%
68
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0169F • Vans • Systematic Market Management and Acquisition • Citan • Run
Course Number
S0169F-AA
Target group
Salesperson
Objectives
>
>
>
>
>
>
>
>
>
Pragmatic support for salespersons in exploiting new customer acquisition potential
Promotion of creativity to exploit market potential
Increasing willingness to assume strategic responsibility
Recognition of existing market potentials
Extension of willingness to assume sales responsibility
Sensitization to marketing activities
Controlling-capable implementation plan for further increasing sales success
Emphasizing the salesperson's personality as a key factor for success in selling
Creation of binding agreements between the salesperson and the relevant manager
Contents
>
>
>
>
>
>
>
>
>
Market and environment analyses
Approaches to exploiting existing customer potential
Market segmentation – by target group and area potential
Goals and benefits of acquisition
Methods of acquisition
Acquisition of individual customers and small fleets
Phases and specific features of an acquisition discussion
Performance and analysis of live acquisition discussions
Development of action plans
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
69
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0170F • Trucks • Professional Vehicle Handover • Fly
Course Number
S0170F-AA
Target group
Salesperson
Objectives
Contents
> Importance of the vehicle handover with regard to the entire sales process
> Extended vehicle handover process (including customer test drive)
> Main phases and contents of the vehicle handover process
> Detailed simulation of practical situations in the individual phases of the vehicle
handover
> Explanation of the vehicle details in practical operation in a customer-friendly manner
> Special considerations for vehicles with non-MB bodies
> Reconciliation of the ideal process and the current actual process, with a
corresponding derivation of action areas
Training Depth
Fly
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 100%
70
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0241F • Vans • Price Negotiation • Successful negotiation in sales • Run
Course Number
S0241F-AA
Target group
Salesperson
Objectives
Contents
> Importance of the needs and requirements analysis in the sales discussion, especially
for successful price negotiations
> Acquisition of essential customer information during sales pitches
> Definition of individual purchasing motives
> Relevant criteria for a structured analysis
> Use of the customer information for specifically arguing benefits and negotiating
prices
> Analysis of possible causes of and backgrounds to objections
> Use of objections as an opportunity in the sales process
> Individual behavioral patterns and dynamics for objections and price negotiations
> Analysis of causes for price discussions
> Preparation for and strategic structuring of successful price negotiations
> Development of an individual toolkit for effective argumentation, as well as behavior to
support these tools during price negotiations (premium price argumentation)
> Moving from price argumentation to total-cost-of-ownership argumentation
> Implementation and transfer on the basis of role plays and practical examples
Training Depth
Run
Note
The participant should already have in-depth knowledge of the product.
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
71
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0133F • Vans • Professional Vehicle Handover • Run
Course Number
S0133F-AA
Target group
Salesperson
Objectives
Contents
> Importance of vehicle handover (obligations and responsibility)
> Development of the relevant contents of vehicle handover, e.g. familiarization with
system operation, economy-oriented driving and fuel consumption
> Customer-oriented description of the vehicle concept - affirming the purchase decision
in the sense of determined purchasing motives
> Behavior in difficult situations
> Vehicle handover process
> Test drive (contents and goals)
> Transfer exercises and practical examples
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
72
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0324F • Vans • Vehicle Handover • Run
Course Number
S0324F-AA
Target group
Salesperson
Objectives
The participants can
> Explain the vehicle handover process in their organization
> Identify the handover process as an integral part of the sales process
> Describe the basic vehicle handover procedure, including customer drive
> Relate their personal vehicle handover approach to the process logic
> Name the content-related aspects of the preparation, initial and demonstration
phases, as well as the evaluation, in-depth, and final phases
> Independently conduct the individual vehicle handover phases based on the
simulations in the course
> Explain vehicle specifics in a customer-friendly manner in practical situations
> Describe special considerations for vehicles with other make bodies in terms of
instruction and product liability
> Develop an analytical perspective on the ideal process and current actual process in
their organization and identify corresponding fields of action
Contents
> Meaning of the vehicle handover in the overall sales process
> Extended vehicle handover process (including customer drive)
> Main phases and content of the vehicle handover process
> Detailed practical simulations of the individual handover phases
> Customer-friendly explanation of vehicle specifics in practical situations
> Special considerations for vehicles with other make bodies
> Comparison of ideal process and current real process with corresponding
identification of potential fields of action
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 60%, Practice40%
73
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0243E • Vans • Used Vehicle Sales • e-Training • Go
Course Number
S0243E-AA
Target group
Salesperson
Objectives
The participants:
> Know the vehicle assessment process
> Know the trade-in process
> Can conduct a customer-oriented sales conversation
> Are able to determine the market value of a used vehicle
Contents
Basic qualification of used van salespersons
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
74
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0245F • Vans • Used Vehicle Sales • Run
Course Number
S0245F-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the vehicle evaluation process
> Is able to evaluate used vehicles
> Is familiar with the trade-in process in detail
> Is able to communicate used vehicle specifics in a customer-oriented manner
> Is able to present and sell used vehicles in a customer-oriented manner
Contents
>
>
>
>
>
>
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Trade-in as well as commercial and technical evaluation
Different calculation procedures
Sales process and sales talks
Vehicle stock management and price strategies
Presentation, merchandising and professional used vehicle marketing
Role of the used vehicle salesperson
Method
Theorie 50%, Practice50%
75
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0244E • Vans • Fleet Sales • Module 1 • e-Training • Go
Course Number
S0244E-AA
Target group
Salesperson
Objectives
Contents
Training Depth
Go
Note
This training is a mandatory prerequisite for further seminars in this qualification series.
Duration
0,7 hours
Stand 08/2014
Method
Theorie 90%, Practice10%
76
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0246F • Vans • Fleet Sales • Module 2 • Run
Course Number
S0246F-AA
Target group
Salesperson
Objectives
Contents
Qualification for fleet sales:
> Fleet sales strategy/scope and implementation in practice
> Consolidation of the role of Mercedes-Benz fleet salesperson
> Role exercises and feedback for the fleet sales process phases
> Use of KPIs
> Self-organization and work planning
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
77
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0272F • Trucks • Systematic Sales Support and Acquisition • Run
Course Number
S0272F-AA
Target group
Salesperson
Objectives
> Pragmatic support for salespersons in assessing customer potentials for The New
Truck
> Promoting of creativity to exploit market potential for The New Truck
> Increasing willingness to assume strategic responsibility
> Expansion of customer acquisition initiative for The New Truck
> Sensitization to marketing activities
> Controlling-capable implementation plan for further increasing sales success
> Creation of binding agreements between the salesperson and the relevant manager
Contents
>
>
>
>
>
>
>
>
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Approaches to exploiting existing customer potential for The New Truck
Market segmentation by target group and territory potential for The New Truck
Goals and benefits of acquisition
Methods of acquisition for The New Truck
Acquisition of individual customers and small fleets
Phases and specific features of an acquisition discussion
Performance and analysis of live acquisition discussions
Development of action plans
Method
Theorie 50%, Practice50%
78
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0148F • Trucks • Brand-Oriented Behavior and Image • Run
Course Number
S0148F-AA
Target group
Salesperson
Objectives
Contents
Training Depth
Run
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
79
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0240F • Trucks • Price Negotiation • Successful negotiation in sales • Run
Course Number
S0240F-AA
Target group
Salesperson
Objectives
Contents
> Importance of the needs and requirements analysis in the sales discussion, especially
for successful price negotiations
> Acquisition of essential customer information during sales pitches
> Definition of individual purchasing motives
> Relevant criteria for a structured analysis
> Use of the customer information for specifically arguing benefits and negotiating
prices
> Analysis of possible causes of and backgrounds to objections
> Use of objections as an opportunity in the sales process
> Individual behavioral patterns and dynamics for objections and price negotiations
> Analysis of causes for price discussions
> Preparation for and strategic structuring of successful price negotiations
> Development of an individual toolkit for effective argumentation, as well as behavior to
support these tools during price negotiations (premium price argumentation)
> Moving from price argumentation to total-cost-of-ownership argumentation
> Implementation and transfer on the basis of role plays and practical examples
Training Depth
Run
Note
The participant should already have in-depth knowledge of the product.
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
80
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0356F • Trucks • Product Argumentation and Competitive Comparison • Comparison
Test Drives: Actros Euro VI and Selected Competitors • Go
Course Number
S0356F-AA
Target group
Salesperson
Objectives
The participants:
> Evaluate their impressions from the test drive based on defined criteria
> Experience and recognize the strengths and weaknesses of the competition
> Can recognize and explain the strengths of the Actros
> Enhance their sales expertise based on lessons learned in the course
Contents
> Driving exercises with Actros and selected competitors
> Static vehicle comparison
> Transferring the results into sales arguments
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 100%
81
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0028E • Trucks • The New Long-Distance Truck • Part 2/2 • e-Training • Go
Course Number
S0028E-AA
Target group
Salesperson
Objectives
Contents
>
>
>
>
Training Depth
Go
Duration
1,5 hours
Stand 08/2014
Product details
Sales argumentation
Comparison with competition
TCO argumentation
Method
Theorie 100%
82
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0202F • Trucks • Product Expertise • Mercedes-Benz Custom Tailored Trucks CTT –
Information about Customized Vehicle Conversions • Mini-Module • Go
Course Number
S0202F-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with examples of modification scopes
> Is familiar with the CTT processes
> Knows the appropriate contact persons
Contents
Presentation of the CTT modification scopes and processes.
Training Depth
Go
Duration
1 hour (per 60 minutes)
Stand 08/2014
Method
Theorie 90%, Practice10%
83
Chapter
Sales Training
Department
Sales Training - Further Education
Title
S0336F • Freightliner • Product Expertise • Introduction to Sales • Go
Course Number
S0336F-AA
Target group
Salesperson
Objectives
The participant:
> Has basic sales knowledge for Freightliner trucks
Contents
>
>
>
>
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Welcome to Daimler
Analysis of basic knowledge requirements
Product information on Freightliner and suppliers
Making a vehicle offer, arranging a test drive and vehicle handover
Method
Theorie 50%, Practice50%
84
Chapter
Sales Training
Department
Certification
Title
S0078F • Passenger Cars • C-Sales • Salesperson Certification • Go
Course Number
S0078F-AA
Target group
Salesperson
Objectives
Uniform, standardized process for certifying Mercedes-Benz car salespersons as per CSales standards.
Contents
Certification process for Mercedes-Benz car salespersons, including description of
results and feedback.
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
85
Chapter
Sales Training
Department
Certification
Title
S0291E • Passenger Cars • C-Sales • Salesperson Certification • Knowledge Test • Go
Course Number
S0291E-AA
Target group
Salesperson
Objectives
> Ensuring specialist knowledge base required for successful salesperson certification
and professional work
> Ensuring C-Sales standards
Contents
> The knowledge test for salesperson certification tests all professional sales aspects
conveyed in the C-Sales basic qualification training modules.
> Successful completion of this knowledge test (online) is a prerequisite for the C-Sales
salesperson certification.
Training Depth
Go
Duration
0 hours
Stand 08/2014
Method
Theorie 100%
86
Chapter
Sales Training
Department
Certification
Title
S0294E • smart • C-Sales • Salesperson Certification • Knowledge Test • Go
Course Number
S0294E-AA
Target group
Salesperson
Objectives
> Ensuring specialist knowledge base required for successful salesperson certification
and professional work
> Ensuring C-Sales standards
Contents
> The knowledge test for salesperson certification tests all professional sales aspects
conveyed in the C-Sales basic qualification training modules.
> Successful completion of this knowledge test (online) is a prerequisite for the C-Sales
salesperson certification.
Training Depth
Go
Duration
0 hours
Stand 08/2014
Method
Theorie 100%
87
Chapter
Sales Training
Department
Certification
Title
S0081F • smart • C-Sales • Salesperson Certification • Go
Course Number
S0081F-AA
Target group
Salesperson
Objectives
Uniform, standardized process for certifying smart salespersons.
Contents
Certification process for smart salespersons, including description of results and
feedback.
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
88
Chapter
Sales Training
Department
Certification
Title
S0292E • Vans • C-Sales • Salesperson Certification • Knowledge Test • Go
Course Number
S0292E-AA
Target group
Salesperson
Objectives
> Ensuring specialist knowledge base required for successful salesperson certification
and professional work
> Ensuring C-Sales standards
Contents
> The knowledge test for salesperson certification tests all professional sales aspects
conveyed in the C-Sales basic qualification training modules.
> Successful completion of this knowledge test (online) is a prerequisite for the C-Sales
salesperson certification.
Training Depth
Go
Duration
0 hours
Stand 08/2014
Method
Theorie 100%
89
Chapter
Sales Training
Department
Certification
Title
S0079F • Vans • C-Sales • Salesperson Certification • Go
Course Number
S0079F-AA
Target group
Salesperson
Objectives
Uniform, standardized process for certifying Mercedes-Benz Vans salespersons as per CSales standards.
Contents
Certification process for Mercedes-Benz Vans salespersons, including description of
results and feedback.
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
90
Chapter
Sales Training
Department
Certification
Title
S0293E • Trucks • C-Sales • Salesperson Certification • Knowledge Test • Go
Course Number
S0293E-AA
Target group
Salesperson
Objectives
> Ensuring specialist knowledge base required for successful salesperson certification
and professional work
> Ensuring C-Sales standards
Contents
> The knowledge test for salesperson certification tests all professional sales aspects
conveyed in the C-Sales basic qualification training modules.
> Successful completion of this knowledge test (online) is a prerequisite for the C-Sales
salesperson certification.
Training Depth
Go
Duration
0 hours
Stand 08/2014
Method
Theorie 100%
91
Chapter
Sales Training
Department
Certification
Title
S0080F • Trucks • C-Sales • Salesperson Certification • Go
Course Number
S0080F-AA
Target group
Salesperson
Objectives
Uniform, standardized process for certifying Mercedes-Benz Trucks salespersons as per
C-Sales standards.
Contents
Certification process for Mercedes-Benz Trucks salespersons, including description of
results and feedback.
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
92
Chapter
Sales Training
Department
Product Qualification
Title
S0129F • Passenger Cars • Product Innovations • Go
Course Number
S0129F-AA
Target group
Trainer
Objectives
The participant:
> Is familiar with the Mercedes-Benz brand product innovations (past/present/future)
> Is able to operate the innovations
> Can explain the innovations in a customer-friendly manner (product advantages and
USPs)
> Can practically implement his theoretical knowledge on the vehicle
> Is convinced of the innovativeness of the Mercedes-Benz brand
Contents
> Presentation of product innovations
> Practical experience of the innovations
> Current information by specialist instructors
Training Depth
Go
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
93
Chapter
Sales Training
Department
Product Qualification
Title
S0363E • Passenger Cars • Market Launch • A-Class Facelift Model Series 176 • AKUBIS® direct sales • Go
Course Number
S0363E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new A-Class facelift.
Contents
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
New features/modifications in the A-Class facelift
Competitive environment
Innovations
Sales arguments
Method
Theorie 100%
94
Chapter
Sales Training
Department
Product Qualification
Title
S0085F • Passenger Cars • Factory training visit • Go
Course Number
S0085F-AA
Target group
Salesperson
Objectives
Motivation and binding of the participants to the brand
Contents
Introduction to the Mercedes-Benz world via guided tours, visits and specialist
presentations by experts in the Stuttgart region
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 100%
95
Chapter
Sales Training
Department
Product Qualification
Title
S0312E • Passenger Cars • Market Launch • B-Class electric drive Model Series 242 •
e-Training • Go
Course Number
S0312E-AA
Target group
Salesperson
Objectives
The participant can
> State the differences between the electric drive and the conventional drivetrain
> Describe the function of the control and display concept
> Describe the basic functions of the drivetrain components
Contents
>
>
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Design and function of the drivetrain
"electric drive"-specific equipment
Control and display concept
Connected services
Electric driving "Made by Mercedes-Benz" (history)
Safety concepts
Method
Theorie 25%, Practice75%
96
Chapter
Sales Training
Department
Product Qualification
Title
S0308F • Passenger Cars • Market Launch • Plug-in Vehicles • B-Class Electric Drive
Model Series 242 and S 500 PLUG-IN HYBRID • Go
Course Number
S0308F-AA
Target group
Salesperson
Objectives
The participant can:
> State the differences in the electric drive compared to the conventional powertrain
> Describe the function of the control and display concept
> Describe the basic functions of the powertrain components
Contents
"PLUG-IN HYBRID"-specific equipment
Design & function of the powertrain
> "Electric drive"-specific equipment
> Control and display concept
> Connected services
> Electric driving "made by Mercedes-Benz" (history)
> Safety concept
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 30%, Practice70%
97
Chapter
Sales Training
Department
Product Qualification
Title
S0278E • Passenger Cars • Market Launch • C-Class W205 • e-Training • Go
Course Number
S0278E-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the product content of the new C-Class W205
> Can explain modifications to the exterior and interior, as well as technical innovations,
in a customer-oriented manner
> Are familiar with advantages over competitors
Contents
>
>
>
>
Training Depth
Go
Duration
1,0 hours
Stand 08/2014
Conveying the fascination, design and emotion of the new C-Class W205
Product content
Modifications in the exterior and interior
Advantages over competitors
Method
Theorie 100%
98
Chapter
Sales Training
Department
Product Qualification
Title
S0327E • Passenger Cars • Market Launch • C-Class Station Wagon Model Series 205
• AKUBIS® direct special • Go
Course Number
S0327E-AA
Target group
Salesperson
Objectives
The participants
> Are familiar with product contents of the new C-Class wagon model series 205
> Can explain changes to the exterior and interior as well as technical innovations in a
customer-friendly manner
> Are aware of advantages of the competitors
Contents
> Conveying the fascination, design and emotion of the new C-Class wagon model series
205
> Product contents
> Modifications on the exterior and interior
> Advantages over competitors
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
99
Chapter
Sales Training
Department
Product Qualification
Title
S0306E • Passenger Cars • Market Launch • CLA Shooting Brake Model Series 117 •
AKUBIS® direct sales • Go
Course Number
S0306E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new CLA-Class (X117).
Contents
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Positioning and target groups of the CLA-Class (X117)
Competitive environment
Innovations
Sales arguments
Method
Theorie 100%
100
Chapter
Sales Training
Department
Product Qualification
Title
S0347F • Passenger Cars • Market Launch • C, GLA, V-Class and S-Class Coupé (model series 205, 156, 447, and 217) • Run
Course Number
S0347F-AA
Target group
Salesperson
Objectives
The participants:
> Understand the product innovations of the model series being covered
> Experience the Mercedes-Benz products in dynamic driving stations
> Are familiar with additional product-related topics
> Find out relevant new developments in conjunction with MPC
Contents
Market introduction training for the C, GLA, V-Class and S-Class Coupé model series
(model series 205, 156, 447, and 217).
Mandatory prerequisite
S0274E • Passenger Cars • Market Launch • S-Class Coupé Model Series 217 •
AKUBIS® direct sales • Go
S0275E • Passenger Cars • Market Launch • GLA-Class X156 • AKUBIS® direct sales
• Go
S0278E • Passenger Cars • Market Launch • C-Class W205 • e-Training • Go
S0302E • Passenger Cars, Vans • Market Launch • V-Class • 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
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 99,3%, Practice,7%
101
Chapter
Sales Training
Department
Product Qualification
Title
S0012E • Passenger Cars • Market Launch of the E-Class (W212) • e-Training • Go
Course Number
S0012E-AA
Target group
Salesperson
Objectives
The participant:
> Can effectively communicate the innovations in the W212 to customers
> Is familiar with the competitors, including their strengths and weaknesses
Contents
> Update for product topics
> New products/features and innovations
Training Depth
Go
Duration
2,0 hours
Stand 08/2014
Method
Theorie 100%, Practice0%
102
Chapter
Sales Training
Department
Product Qualification
Title
S0373E • Passenger Cars • Market Launch • E-Class Model Series W213 • e-Training
• Go
Course Number
S0373E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new E-Class
Contents
>
>
>
>
Training Depth
Go
Duration
1,0 hours
Stand 08/2014
Positioning and target groups of the new E-Class
Competitive environment
Innovations in the new E-Class
Sales arguments
Method
Theorie 100%
103
Chapter
Sales Training
Department
Product Qualification
Title
S0275E • Passenger Cars • Market Launch • GLA-Class X156 • AKUBIS® direct sales
• Go
Course Number
S0275E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new GLA-Class
Contents
>
>
>
>
Training Depth
Go
Duration
0 hours
Stand 08/2014
Positioning and target groups of the GLA-Class
Competitive environment
Innovations
Sales arguments
Method
Theorie 100%
104
Chapter
Sales Training
Department
Product Qualification
Title
S0309E • Passenger Cars • Market Launch • Mercedes-AMG GT Model Series C190 •
e-Training • Go
Course Number
S0309E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new Mercedes-AMG GT
model series C190.
Contents
>
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Positioning and target groups of the Mercedes-AMG GT model series C190
Competitors for the AMG GT model series C190
Design and performance
Equipment and customization
Marketing and test drive
Method
Theorie 100%
105
Chapter
Sales Training
Department
Product Qualification
Title
S0362E • Passenger Cars • Market Launch • GLC Model Series X253 • e-Training • Go
Course Number
S0362E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new GLC-Class
Contents
>
>
>
>
Training Depth
Go
Duration
0,8 hours
Stand 08/2014
Positioning and target groups of the GLC-Class
Competitive environment
Innovations of the new GLC-Class
Sales arguments
Method
Theorie 100%
106
Chapter
Sales Training
Department
Product Qualification
Title
S0361E • Passenger Cars • Market Launch • GLE-Class Facelift Model Series 166 • eTraining • Go
Course Number
S0361E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the GLE-Class facelift model
series 166.
Contents
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Positioning and target groups for the GLE-Class facelift model series 166
Competitive environment
Innovations in the M-Class facelift
Sales arguments
Method
Theorie 100%
107
Chapter
Sales Training
Department
Product Qualification
Title
S0372E • Passenger Cars • Market Launch • GLE-Class Coupé Model Series C292 •
AKUBIS® direct sales • Go
Course Number
S0372E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new GLE-Class Coupé model
series C292.
Contents
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Positioning and target groups for the GLE-Class Coupé model series C292
Competitive environment
Innovations
Sales arguments
Method
Theorie 100%
108
Chapter
Sales Training
Department
Product Qualification
Title
S0257E • Passenger Cars • Market Launch • S-Class Model Series 222 • e-Training •
Go
Course Number
S0257E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new S-Class
Contents
>
>
>
>
Training Depth
Go
Duration
1,0 hours
Stand 08/2014
Highlights of the new S-Class
Innovations of the new S-Class
Sales arguments
Current information on the competition
Method
Theorie 100%
109
Chapter
Sales Training
Department
Product Qualification
Title
S0274E • Passenger Cars • Market Launch • S-Class Coupé Model Series 217 • AKUBIS® direct sales • Go
Course Number
S0274E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new CL-Class model series
C217.
Contents
>
>
>
>
Training Depth
Go
Duration
0 hours
Stand 08/2014
Positioning, history and target groups
Competitive environment
Innovations
Sales arguments
Method
Theorie 100%
110
Chapter
Sales Training
Department
Product Qualification
Title
S0086F • Passenger Cars • Product and Sales Skills • Competence Training in Telematics • Run
Course Number
S0086F-AA
Target group
Salesperson
Objectives
Contents
> Definition and contents of Mercedes-Benz telematics
> Presentation of telematics modules
> Practical exercises
Training Depth
Run
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 25%, Practice75%
111
Chapter
Sales Training
Department
Product Qualification
Title
S0325E • Passenger Cars • Facelift • B-Class Model Series 246 • e-Training • Go
Course Number
S0325E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new B-Class.
Contents
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Innovative features in the new B-Class
Sales arguments
Latest information on the new B-Class
Competitive environment
Method
Theorie 100%
112
Chapter
Sales Training
Department
Product Qualification
Title
S0328E • Passenger Cars • Facelift • CLS-Class Model Series 218 • AKUBIS® direct
sales • Go
Course Number
S0328E-AA
Target group
Salesperson
Objectives
The participant can
> Communicate new features in the model series 218 in a customer-friendly manner
> Name all innovations and new features compared to the predecessor model series
Contents
> Customer-friendly approach to communicating new features in the model series 218
> Identifying all innovations and new features compared to the predecessor model series
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
113
Chapter
Sales Training
Department
Product Qualification
Title
S0104F • Vans • Technology Basics for Salespersons • Go
Course Number
S0104F-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the basic technology in the van and the basic specific terms
> Has obtained an overview of the Mercedes-Benz van product range
> Is familiar with the operating principles of the engine, transmission and electronic
control systems
> Is familiar with what BlueEfficiency entails
> Is familiar with the essential traffic laws in the EU
> Is familiar with the most important standard and special equipment
Contents
>
>
>
>
>
Training Depth
Go
Note
Dates subject to agreement, contact person Mr. Seybold.
Duration
2,0 days (per 8 hours)
Stand 08/2014
Basic VAN technology
Engine
Transmission
Electronic control systems (e.g. ESP)
Important equipment features and BlueEfficiency
Method
Theorie 50%, Practice50%
114
Chapter
Sales Training
Department
Product Qualification
Title
S0205E • Passenger Cars • Mercedes-Benz Guard Cars • e-Training • Go
Course Number
S0205E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about Mercedes-Benz Guard Cars.
Contents
> Innovations
> Comparison with competition
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
115
Chapter
Sales Training
Department
Product Qualification
Title
S0223E • Passenger Cars • Telematics 4.5 • New Features and Highlights • e-Training
• Go
Course Number
S0223E-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the new features from the field of telematics 4.5
> Are able to explain the functions and customer benefits of the new features according
to needs
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Current topics and innovations
Bluetooth® Pairing ASSYST
Mercedes-Benz Apps
Mercedes-Benz emergency call
LINGUATRONIC
360° camera
Media Interface
Method
Theorie 100%
116
Chapter
Sales Training
Department
Product Qualification
Title
S0330E • Passenger Cars • Product and Sales Skills • Product expert Telematics •
Module 1 • e-Training • Go
Course Number
S0330E-AA
Target group
Salesperson
Objectives
The participants can:
> Explain selected functions and customer advantages as needed
> Use their expertise to answer specific customer questions
Contents
> Additional qualification for salespersons as telematic experts in a three-phase training
series
> Selected telematics features
> Overview of the current situation of telematics for all model series
Training Depth
Go
Note
This is the first further training module (e-Training) of a three-phase training series as
"Telematics" expert after the completion of sales training.
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
117
Chapter
Sales Training
Department
Product Qualification
Title
S0273E • Passenger Cars • Product Expertise • NTG 4.5 and NTG 5 Telematics • Innovations and Highlights • AKUBIS® direct sales • Go
Course Number
S0273E-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the new features from Telematics 4.5 and NTG 5
> Are able to explain the functions and customer benefits of the new features according
to needs
Contents
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Current topics and innovations
NTG 4.5 innovations
NTG 5 highlights
Q&A from the 2013 EuroTraining
Method
Theorie 100%
118
Chapter
Sales Training
Department
Product Qualification
Title
S0311E • Passenger Cars • Product Expertise • New Features and Modifications for
NTG 5 • e-Training • Go
Course Number
S0311E-AA
Target group
Salesperson, Service Advisor
Objectives
The participants:
> Are familiar with the new features in the area of NTG 5 telematics
> Are able to explain the functions and customer benefits of the new features according
to needs
Contents
> Current topics and innovations
> NTG 5 highlights
> Q&A from the 2014 EuroTraining
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
119
Chapter
Sales Training
Department
Product Qualification
Title
S0377E • Passenger Cars • Product Expertise • Mercedes-Benz Intelligent Drive Specialist • Module 1 • e-Training • Go
Course Number
S0377E-AA
Target group
Salesperson
Objectives
The participants can:
> Explain functions and customer advantages as needed
> Use their expertise to answer specific customer questions
Contents
> Additional qualification for salespersons as support system experts in a multi-stage
training series
> Overview of the current situation of support systems for all model series
Training Depth
Go
Note
This is the first further training module (e-Training) of a multi-stage training series to
qualify as a "Mercedes-Benz Intelligent Drive" expert on completion of salesperson
training.
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
120
Chapter
Sales Training
Department
Product Qualification
Title
S0307E • Passenger Cars • Product and Sales Skills • Mercedes-Benz Intelligent Drive
• 2014 • e-Training • Go
Course Number
S0307E-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the new features
> Is familiar with the unique selling points
> Is able to explain the functions and customer benefits of the innovations according to
needs
Contents
The participants learn all of the key facts about the new support systems in the S-Class
and S-Class Coupé.
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
121
Chapter
Sales Training
Department
Product Qualification
Title
S0338E • Passenger Cars • Product and Sales Skills • BlueEFFICIENCY Plug-in HYBRID
• e-Training • Go
Course Number
S0338E-AA
Target group
Salesperson
Objectives
The participant is able to explain the functions and customer benefits of the PLUG-IN
HYBRID according to needs.
Contents
PLUG-IN HYBRID
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
122
Chapter
Sales Training
Department
Product Qualification
Title
S0348F • Passenger Cars • Product and Sales Skills • PLUG-IN HYBRID • Run
Course Number
S0348F-AA
Target group
Salesperson
Objectives
The participant is able to explain the functions and customer benefits of the innovations
according to needs
Contents
> PLUG-IN HYBRID
> E-mobility: wall box service, sale&care, vehicle homepage
Training Depth
Run
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 100%
123
Chapter
Sales Training
Department
Product Qualification
Title
S0354E • Passenger Cars • Product and Sales Skills • B-Class electric drive model
series 242 • e-Training • Go
Course Number
S0354E-AA
Target group
Salesperson
Objectives
The participant can:
> State the differences in the electric drive compared to the conventional drivetrain
> Describe the function of the control and display concept
> Describe the basic functions of the drivetrain components
Contents
>
>
>
>
>
>
Training Depth
Go
Duration
0 hours
Stand 08/2014
Design and function of the drivetrain
"electric drive"-specific equipment
Control and display concept
Connected services
Electric driving "made by Mercedes-Benz" (history)
Safety concepts
Method
Theorie 100%
124
Chapter
Sales Training
Department
Product Qualification
Title
S0366E • Passenger Cars • Product and Sales Skills • EX Factory Driving Aids and Seat
Adjustments • AKUBIS® direct sales • Go
Course Number
S0366E-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the product content for driving aids and seat adjustments available
from the factory
Contents
> Information on customization options for driving aids and seat adjustments available
from the factory
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
125
Chapter
Sales Training
Department
Product Qualification
Title
S0379F • Passenger Cars • Product Expertise • Mercedes me • Run
Course Number
S0379F-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about Mercedes-Benz me.
Contents
> Highlights
> Sales arguments
> Competitive environment
Training Depth
Run
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 100%
126
Chapter
Sales Training
Department
Product Qualification
Title
S0313F • Passenger Cars • Product and Sales Skills • Mercedes-Benz Connect • Run
Course Number
S0313F-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about Mercedes-Benz Connect.
Contents
> Presentation of contents
> Sales arguments
> Competitive environment
Mandatory prerequisite
S0276E • Passenger Cars • Product Expertise • Mercedes connect me • AKUBIS®
direct 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
Run
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 100%
127
Chapter
Sales Training
Department
Product Qualification
Title
V0092F • Passenger Cars • Mercedes-Benz Genuine Accessories • Product Range and
Presentation • Run
Course Number
V0092F-AA
Target group
Parts/Accessories Salesperson, Parts Advisor Warehouse , Service Receptionist , Service
Advisor , Salesperson
Objectives
The participant:
> 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
> Is aware of the importance of target group-oriented presentation in the customer
contact area
> Receives examples of the customer-oriented presentation of Mercedes-Benz genuine
accessories in the customer contact area
Contents
>
>
>
>
>
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
Duration
2,0 days (per 8 hours)
Stand 08/2014
Collection product range, vehicle-related accessories, retrofitting options
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
Method
Theorie 100%
128
Chapter
Sales Training
Department
Product Qualification
Title
V0071F • Passenger Cars • Competent Marketing of Service Contracts • Customer
Benefits, Active Advantage/Benefit Argumentation and Calculation • Run
Course Number
V0071F-AA
Target group
Service Advisor, Service Receptionist
Objectives
The participant:
> 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
Contents
>
>
>
>
Optional prerequisite
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
Duration
2,0 days (per 8 hours)
Stand 08/2014
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
Method
Theorie 70%, Practice30%
129
Chapter
Sales Training
Department
Product Qualification
Title
S0276E • Passenger Cars • Product Expertise • Mercedes connect me • AKUBIS®
direct sales • Go
Course Number
S0276E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about Mercedes-Benz connect me.
Contents
> Presentation of content
> Sales arguments
> Competitive environment
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
130
Chapter
Sales Training
Department
Product Qualification
Title
S0326F • Passenger Cars • Market Launch • C-Class, GLA-Class and S-Class Coupé
(Model Series 205, 156 and 217) • Run
Course Number
S0326F-AA
Target group
Salesperson
Objectives
The participants:
> Experience product innovations introduced in the model series covered in the course
> Experience the Mercedes-Benz products in dynamic driving stations
> Are familiar with additional product-related topics
> Find out relevant new developments in conjunction with MPC
Contents
Global Training Experience or market-specific training for the market launches of the CClass, GLA-Class and S-Class Coupé model series (model series 205, 156 and 217).
Mandatory prerequisite
S0274E • Passenger Cars • Market Launch • S-Class Coupé Model Series 217 •
AKUBIS® direct sales • Go
S0275E • Passenger Cars • Market Launch • GLA-Class X156 • AKUBIS® direct sales
• Go
S0278E • Passenger Cars • Market Launch • C-Class W205 • 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
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 99,3%, Practice,7%
131
Chapter
Sales Training
Department
Product Qualification
Title
S0340F • Passenger Cars • Sales Assistance • Product Concierge • Module 1 • Go
Course Number
S0340F-AA
Target group
Salesperson
Objectives
The participants:
> Can describe the "Sales People 2020" strategy
> Can state their responsibilities as a Product Concierge and describe interfaces with
other job profiles
> Are familiar with the brand star and know key points for interacting with MercedesBenz customers
> Can recognize and name different customer types and describe their specific
requirements
> Are familiar with the Mercedes-Benz vehicle portfolio and can state differences and
highlights for the model series
> Can perform a structured vehicle presentation
> Can state the most important information sources for product information
Contents
>
>
>
>
>
>
Training Depth
Go
Duration
2,0 days (per 8 hours)
Stand 08/2014
Job comprehension, cooperation with other profiles, interfaces
Best customer experience: brand star, brand-compatible appearance
Customer types & product presentation that caters to target groups
Overview of Mercedes-Benz car models
Product presentation: 7-point walkaround (C-Class)
Information sources
Method
Theorie 80%, Practice20%
132
Chapter
Sales Training
Department
Product Qualification
Title
S0341F • Passenger Cars • Sales Assistance • Product Concierge • Module 2 • Go
Course Number
S0341F-AA
Target group
Other
Objectives
The participants:
> Can operate selected telematics features and the Mercedes-Benz Intelligent Drive, and
can explain this in a way the customer will understand
> React competently to various situations/questions in a manner appropriate to the
brand and the customer
> Have shared their own experiences of procuring information and know how to keep
"up to date"
Contents
> Details on the selected products and equipment (S-/E-Class, NTG5 5 and MB
Intelligent Drive), practical driving exercises
> Practical exercises & role plays - Transfer of knowledge and product presentation that
caters to target groups (customer-oriented explanation)
> How do I keep "up to date", what is my role/responsibility (info sources, time
management, network/exchange)
> Content is focused on themes from the EVF project and the most popular questions
received by CAC!
Mandatory prerequisite
S0340F • Passenger Cars • Sales Assistance • Product Concierge • 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
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 80%, Practice20%
133
Chapter
Sales Training
Department
Product Qualification
Title
S0370E • smart • Product Expertise • smart drivetrain, BRABUS and competition • eTraining • Run
Course Number
S0370E-AA
Target group
Salesperson
Objectives
The participants are familiar with all key facts about the drivetrain, highlights from
BRABUS and the main competitors.
Contents
> Drivetrain components and function
> Scope of BRABUS
> Competitor strengths and weaknesses
Training Depth
Run
Duration
1,0 hours
Stand 08/2014
Method
Theorie 100%
134
Chapter
Sales Training
Department
Product Qualification
Title
S0387E • smart • smart fortwo electric drive • e-Training • Go
Course Number
S0387E-AA
Target group
Salesperson
Objectives
The participants:
> Can argue for the highlights of our vehicles in a customer-oriented manner
> Further develop their sales skills and sales processes (Sales & Care) and practice
giving sales pitches in real-life situations
> Get first-hand experience driving the smart electric drive phase III and competitor
vehicles
> Get first-hand experience riding the smart ebike
> Are familiar with the vehicle battery and e-engine concepts
> Know and have experienced the direct competition
> Strengthen the "team feeling" for the smart family and work on representing a shared
image vis-à-vis customers
> Compliance
Contents
> Vehicle highlights
> Further development of sales skills and sales processes (Sales & Care) and practice
giving sales pitches in real-life situations
> Driving experience: smart electric drive phase III and competitor vehicles
> Driving experience: smart ebike
> Vehicle battery and e-engine concepts
> Competition
Training Depth
Go
Duration
0 hours
Stand 08/2014
Method
Theorie 25%, Practice75%
135
Chapter
Sales Training
Department
Product Qualification
Title
S0305F • smart • Product and Sales Skills • smart fortwo electric drive Model Series
451 • Go
Course Number
S0305F-AA
Target group
Salesperson
Objectives
The participants:
> Can explain the highlights of the new smart electric drive generation III in a customeroriented manner
> Are familiar with sales-related processes and programs
> Are familiar with market-specific topics
Contents
> smart electric drive – Highlights, technology, competitive comparison (theory and
practice)
> Sale & Care (including service products)
> Connected Services, vehicle homepage
> Wallbox service (KEBA & SPX)
> Charging and charging infrastructure (public & private)
> Market-specific topics
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 100%
136
Chapter
Sales Training
Department
Product Qualification
Title
S0310E • smart • Market Launch • smart Model Series C453 • e-Training • Go
Course Number
S0310E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new smart.
Contents
>
>
>
>
>
Training Depth
Go
Duration
1,0 hours
Stand 08/2014
Highlights
Interior
Exterior
Safety
Sales arguments
Method
Theorie 100%
137
Chapter
Sales Training
Department
Product Qualification
Title
S0314E • smart • Market Launch • smart Model Series W453 • e-Training • Go
Course Number
S0314E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the new smart W453.
Contents
>
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Highlights
Interior
Exterior
Safety
Sales arguments
Method
Theorie 100%
138
Chapter
Sales Training
Department
Product Qualification
Title
S0329F • smart • Global Training Experience 2014 • smart Model Series 453 • Run
Course Number
S0329F-AA
Target group
Salesperson
Objectives
The participants:
> Can explain the model highlights in a customer-oriented manner
> Are familiar with sales-related processes and programs
> Gain hands-on experience with the new models
> Are familiar with the latest market data, objectives and strategies relevant for their
specific country
Contents
Major training event for the market launches of the smart models C453 and W453.
Mandatory prerequisite
S0310E • smart • Market Launch • smart Model Series C453 • 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
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 100%
139
Chapter
Sales Training
Department
Product Qualification
Title
S0303E • smart Two Wheel • Market Launch • smart scooter • AKUBIS® direct sales
• Go
Course Number
S0303E-AA
Target group
Salesperson
Objectives
The participants are familiar with all the key facts about the smart scooter.
Contents
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Market & target groups
Positioning
Product highlights
Sales & processes
Method
Theorie 100%
140
Chapter
Sales Training
Department
Product Qualification
Title
S0351F • smart • Market Launch • smart Model Series 453 • Run
Course Number
S0351F-AA
Target group
Salesperson
Objectives
The participants:
> Can explain the model highlights in a customer-oriented manner
> Are familiar with sales-related processes and programs
> Gain hands-on driving experience with the new models
> Are familiar with the latest market data, objectives and strategies relevant for their
specific country
Contents
Major training event for the market launches of the smart models C453 and W453.
Mandatory prerequisite
S0310E • smart • Market Launch • smart Model Series C453 • e-Training • Go
S0314E • smart • Market Launch • smart Model Series W453 • 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
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 100%
141
Chapter
Sales Training
Department
Product Qualification
Title
S0302E • Passenger Cars, Vans • Market Launch • V-Class • e-Training • Go
Course Number
S0302E-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the technical highlights of the new V-Class
> Is prepared for the in-person training course
Contents
>
>
>
>
Training Depth
Go
Duration
0,8 hours
Stand 08/2014
Product portfolio
Product highlights
Technical details
Competitor information
Method
Theorie 100%
142
Chapter
Sales Training
Department
Product Qualification
Title
S0299E • Vans • Product and Sales Skills • Vito VS20 • e-Training • Go
Course Number
S0299E-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the scopes in the new Vito
> Is prepared for the EuroTraining
Contents
>
>
>
>
Training Depth
Go
Duration
0,8 hours
Stand 08/2014
Technical details
Product highlights
Advantages of Mercedes-Benz
Competition
Method
Theorie 100%
143
Chapter
Sales Training
Department
Product Qualification
Title
S0349F • Vans • Market Launch • Vito model series 447 • Go
Course Number
S0349F-AA
Target group
Salesperson
Objectives
The participants:
> Get to know the product highlights of the Vito
> Understand the safety and support systems of the Vito
> Experience the V-Class in a dynamic driving comparison (competition)
> Are familiar with the telematics generation NTG 5
> Learn about relevant new developments in conjunction with MPC
Contents
>
>
>
>
>
Mandatory prerequisite
S0299E • Vans • Product and Sales Skills • Vito VS20 • 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
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Product highlights
Safety and support system
Driving stations
Telematics
New MPC-relevant features
Method
Theorie 100%
144
Chapter
Sales Training
Department
Product Qualification
Title
S0339F • Vans • Market Launch • V-Class Model Series 447 • Go
Course Number
S0339F-AA
Target group
Salesperson
Objectives
The participants:
> Learn about the product highlights of the V-Class
> Are familiar with the V-Class safety and support systems
> Experience the V-Class at dynamic driving stations
> Are familiar with the telematics generation NTG 5
> Learn about relevant new developments in conjunction with MPC
Contents
>
>
>
>
>
Mandatory prerequisite
S0302E • Passenger Cars, Vans • Market Launch • V-Class • 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
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Product highlights
Safety and support system
Driving stations
Telematics
New MPC-relevant features
Method
Theorie 100%
145
Chapter
Sales Training
Department
Product Qualification
Title
S0345F • Vans • Global Training Experience 2014 • V-Class Model Series 447 • Run
Course Number
S0345F-AA
Target group
Salesperson
Objectives
The participants:
> Learn about the product highlights of the V-Class
> Experience V-Class safety and support systems
> Experience the V-Class at dynamic driving stations
> Are familiar with the telematics generation NTG 5
> Find out relevant new developments in conjunction with MPC
Contents
Large-scale training event as part of the V-Class market launch
Mandatory prerequisite
S0302E • Passenger Cars, Vans • Market Launch • V-Class • 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
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 99,3%, Practice,7%
146
Chapter
Sales Training
Department
Product Qualification
Title
S0193E • Vans • Market and Competition • Citan BR 415 • e-Training • Go
Course Number
S0193E-AA
Target group
Salesperson
Objectives
The participants are familiar with:
> The main points of marketing (design, quality, and economy)
> The competitive environment of the Citan
Contents
> Instruction in the main points of marketing (design, quality, economy and
sustainability)
> Survey of the competitive environment
> Market situation in the small van segment
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
147
Chapter
Sales Training
Department
Product Qualification
Title
S0210E • Vans • Product Details and Sales Arguments • Citan • e-Training • Go
Course Number
S0210E-AA
Target group
Salesperson
Objectives
The salesperson is familiar with the product features and highlights of the Citan and can
apply this knowledge when speaking with customers.
Contents
Imparting of the product features
> Dimensions and weights
> Engines and technology
> Interior and exterior
> Comfort highlights
> Safety and chassis
Training Depth
Go
Duration
0,5 hours
Stand 08/2014
Method
Theorie 100%
148
Chapter
Sales Training
Department
Product Qualification
Title
S0386F • Vans • Product and competitive comparison • Vans • Competitor Comparison Drive • Run
Course Number
S0386F-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the advantages of the new Vito over the competition
> Can integrate the advantages in sales pitches
Contents
Global Training Experience and market-specific training course for the market launches
of the new Vito.
> Product portfolio
> Variants
> Drivetrain
> Details on BlueEFFICIENCY
> Product highlights
> Advantages over the competition
> Comparison drive
Training Depth
Run
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
149
Chapter
Sales Training
Department
Product Qualification
Title
S0213E • Vans • Product and Sales Skills • Sprinter Model Series 906 • e-Training •
Go
Course Number
S0213E-AA
Target group
Salesperson
Objectives
The participants are familiar with:
> The product features of the new Sprinter 906 model series
> The new engines
> The new safety systems
Contents
> Product innovations and highlights in the new Sprinter 906 model series
> New engines
> New features in the exterior and interior
Training Depth
Go
Duration
0,8 hours
Stand 08/2014
Method
Theorie 100%
150
Chapter
Sales Training
Department
Product Qualification
Title
S0290F • Vans • Product and Sales Skills • Body Manufacturer Business • Run
Course Number
S0290F-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the customers' and body manufacturers' expectations on MercedesBenz
> Is familiar with information sources on topics of relevance to body manufacturers
> Can explain body-relevant features on the vehicle to the customer
> Is familiar with the body manufacturer process
> Is familiar with configuration information
Contents
>
>
>
>
>
>
>
Mandatory prerequisite
S0270E • Vans • Body Manufacturer Business • Sales and Handling Processes • eTraining • 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
Duration
1 day (per 6 hours)
Stand 08/2014
e-Training review
Expectations of customers, body manufacturers and salespersons
Information sources for salespersons
Body-relevant features on the van
Body manufacturer process
Configuration information
Conventional bodies on the market
Method
Theorie 50%, Practice50%
151
Chapter
Sales Training
Department
Product Qualification
Title
S0382E • Vans • Product Expertise • Vans • NTG e-Training • Go
Course Number
S0382E-AA
Target group
Salesperson
Objectives
The participant:
> Learns about NTG offers
> Can explain the differences
> Can argue with a focus on the customer
Contents
The participants are familiar with all the key facts about NTG 5.
Training Depth
Go
Duration
0,8 hours
Stand 08/2014
Method
Theorie 100%
152
Chapter
Sales Training
Department
Product Qualification
Title
S0383E • Vans • Product Expertise • Vans • All-Wheel Drive Vans • Run
Course Number
S0383E-AA
Target group
Salesperson
Objectives
The participant:
> Becomes acquainted with the all-wheel drive systems offered for vans
> Can explain the function
> Can argue with a focus on the customer
Contents
The participants:
> Know the different all-wheel drive vans
Training Depth
Run
Duration
0,8 hours
Stand 08/2014
Method
Theorie 100%
153
Chapter
Sales Training
Department
Product Qualification
Title
S0270E • Vans • Body Manufacturer Business • Sales and Handling Processes • eTraining • Go
Course Number
S0270E-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the body manufacturer portal
> Is familiar with relevant processes in everyday business with body manufacturers
> Is familiar with the advantages of working with qualified partners
> Expands his expertise in van sales
Contents
> Body manufacturer portal
> Processes in body manufacturer management
> Advantages of working with qualified partners
Training Depth
Go
Duration
0,8 hours
Stand 08/2014
Method
Theorie 100%
154
Chapter
Sales Training
Department
Product Qualification
Title
S0102F • Trucks • Downstream Activities, Truck Services • Run
Course Number
S0102F-AA
Target group
Salesperson
Objectives
The participant
> Is familiar with the services in the truck business
> Is able to offer the customer all services and argue their advantages in a customerfriendly manner
> Can use all TCO elements (Total Cost of Ownership) in the sales discussion
Contents
>
>
>
>
>
Training Depth
Run
Note
Dates subject to agreement, contact person Mr. Seybold.
Duration
2,0 days (per 8 hours)
Stand 08/2014
The Charterway portfolio
All services from Daimler Financial Services
Efficient use of FleetBoard
Mercedes-Benz Service Card services
All TruckStore services
Method
Theorie 50%, Practice50%
155
Chapter
Sales Training
Department
Product Qualification
Title
S0300F • Trucks • Product Expertise • Go
Course Number
S0300F-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with current competitors
> Are familiar with cabs, powertrains and the product portfolio
> Are familiar with the advantages of Mercedes-Benz trucks
> Can communicate the advantages in a customer-oriented manner
Contents
>
>
>
>
>
>
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Volvo FH
Product portfolio
Cabs
Powertrain
Advantages of Mercedes-Benz
Technical implementation of the Euro VI standard
Method
Theorie 30%, Practice70%
156
Chapter
Sales Training
Department
Product Qualification
Title
S0337F • Trucks • Product Expertise • New Product Features and Success Factors •
Go
Course Number
S0337F-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the new product features and related factors for success
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
The new heavy-duty truck
Product groups
Hydraulic auxiliary drive (HAD)
Predictive powertrain control (PPC)
Turbo retarder clutch
FleetBoard
CTT
Method
Theorie 50%, Practice50%
157
Chapter
Sales Training
Department
Product Qualification
Title
S0156F • Trucks • Product Expertise • Mercedes-Benz Custom Tailored Trucks CTT –
Expert Workshop • Run
Course Number
S0156F-AA
Target group
Salesperson
Objectives
The participant:
> Works actively with the CTT price list
> Recognizes technical interrelationships
> Knows the contact persons for technical consulting
> Can read chassis drawings
> Filters MPC queries
> Is familiar with axle ordering and the hydraulic systems
> Knows the variables that can influence wheelbase modifications
Contents
>
>
>
>
>
Training Depth
Run
Duration
1 day (per 8 hours)
Stand 08/2014
Dialog with experts in Molsheim
Practical examples from the MPC
Actively using the CTT price list
Drafting chassis drawings
Learning success check
Method
Theorie 50%, Practice50%
158
Chapter
Sales Training
Department
Product Qualification
Title
S0098F • Trucks • Product Expertise • Hands-On Technology • Go
Course Number
S0098F-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the basic technology in the truck and the specific basic terms
> Has obtained an overview of the Mercedes-Benz product range
> Is familiar with the operating principles of the engine, clutch, transmission and
Telligent systems®
> Is familiar with the essential traffic laws in the EU
> Is familiar with the Atego, Axor and Actros cab portfolio
> Understands fuel-efficient driving and experiences the driver information
> Understands the truck driver's world
Contents
> Basic technology
> Cab portfolio
> Overnight stays in the truck
Training Depth
Go
Note
Dates subject to agreement, contact person Mr. Seybold.
Duration
2,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 50%, Practice50%
159
Chapter
Sales Training
Department
Product Qualification
Title
S0380E • Trucks • Product Expertise • Actros Model Series 963 • Go
Course Number
S0380E-AA
Target group
Salesperson
Objectives
The participants:
> Are familiar with the Actros
Contents
Overview of the Actros model series
Training Depth
Go
Duration
1,0 hours
Stand 08/2014
Method
Theorie 100%
160
Chapter
Sales Training
Department
Product Qualification
Title
S0268F • Trucks • Product Expertise • Actros and Antos Model Series 963 • Go
Course Number
S0268F-AA
Target group
Salesperson
Objectives
The participants:
> Understand the decision for a new product range and the model series logic
> Have a comprehensive basic understanding of the Actros and Antos model series
> Have a clear picture of the respective scope and products on offer for both model
series
> Are clear about the differences between the new Actros and the Antos
> Know the background of the main marketing focus for the Actros and the Antos
> Know which product features support the main marketing focus
> Can sort the Loader and Volumer product groups into the appropriate model series
product range.
Contents
>
>
>
>
>
>
Training Depth
Go
Duration
1,5 days (per 8 hours)
Stand 08/2014
Marketing focal points
Drivetrain
Suspension
Cabs
Competitive situation
Derivation of benefits and integration in sales arguments
Method
Theorie 70%, Practice30%
161
Chapter
Sales Training
Department
Product Qualification
Title
S0215E • Trucks • Product Expertise • The New Atego Model Series 967 • Go
Course Number
S0215E-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the concept and highlights of the new Atego
> Is familiar with the new engine (Euro VI standard)
> Is familiar with new features from the TCO calculation
> Is able to communicate the advantages in a customer-oriented manner
Contents
>
>
>
>
>
Training Depth
Go
Duration
1,5 hours
Stand 08/2014
Concept
Engine (Euro VI standard)
Highlights
TCO calculation
Customer arguments
Method
Theorie 100%
162
Chapter
Sales Training
Department
Product Qualification
Title
S0269F • Trucks • Product Expertise • Arocs Model Series 964 • Go
Course Number
S0269F-AA
Target group
Salesperson
Objectives
The participants:
> Understand the decision for a new product range and the model series logic
> Have a comprehensive basic understanding of the Arocs model series
> Have a clear picture of the scope and products on offer for the model series
> Know the background of the main marketing focus for the Arocs
> Know which product features support the main marketing focus
> Can sort the Loader and Grounder product groups into the spectrum of the model
series.
Contents
>
>
>
>
>
>
Training Depth
Go
Duration
1,5 days (per 8 hours)
Stand 08/2014
Marketing focal points
Drivetrain
Suspension
Cabs
Sales arguments
Competitive situation
Method
Theorie 70%, Practice30%
163
Chapter
Sales Training
Department
Product Qualification
Title
S0280F • Trucks • Product Expertise • Actros, Antos and Arocs (Model Series 963,
964), Atego (Model Series 967) • Wrap-Up • Go
Course Number
S0280F-AA
Target group
Salesperson
Objectives
The participant:
> Increases his overall understanding of the new product range and the new marketing
structure
> Is proud of and convinced by the new product range
> Recognizes the advantages of the new model series and can clearly present this
information in sales pitches
> Reinforces his/her knowledge of the new model series
> Knows the latest information on the competition and can assess the strengths of
Mercedes-Benz over competitors
> Is familiar with the latest information on TCO and can apply this with a customerfriendly approach
Contents
>
>
>
>
>
>
>
>
>
>
Training Depth
Go
Duration
1,5 days (per 8 hours)
Stand 08/2014
Overview of new model series
Journey through time
The new product range
Extension of product knowledge
Information on TCO
Current information on the topic of downstreaming
Vehicle configuration
Selling points in the customer meeting
The competition
Learning success check
Method
Theorie 50%, Practice50%
164
Chapter
Sales Training
Department
Product Qualification
Title
S0289F • Trucks • Product Expertise • Trucks You Can Trust • Partnership on Equal
Terms: Professional Sales Follow-up • Go
Course Number
S0289F-AA
Target group
Salesperson
Objectives
The participant:
> Is aware of the advantages of professional sales follow-up
> Has enhanced his/her understanding of the customer benefits of sales follow-up
> Is familiar with the individual sales follow-up phases and the associated activities
> Understands strong and weak services in the sales follow-up process
> Understands that the sales follow-up must be tailored to the specific customer
> Understands that the explanations related to the vehicle do not end with the handover,
but need to be supplemented in the sales follow-up
Contents
>
>
>
>
Training Depth
Go
Duration
0,5 days (per 8 hours)
Stand 08/2014
Sales follow-up phases
Opportunities and risks
Importance of sales follow-up
Partnership on equal terms in connection with sales follow-up
Method
Theorie 50%, Practice50%
165
Chapter
Sales Training
Department
Product Qualification
Title
S0301F • Trucks • Product Expertise • Econic Euro VI Model Series 956 • Go
Course Number
S0301F-AA
Target group
Salesperson
Objectives
The participant:
> Is familiar with the technical scopes related to the Euro VI standard
> Can communicate the advantages of the Econic Euro VI model series 956 in a
customer-oriented manner
Contents
>
>
>
>
>
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Product portfolio
Drivetrain
Cabs
Technical implementation of the Euro VI standard
Euro VI sales pitches
Method
Theorie 100%
166
Chapter
Sales Training
Department
Product Qualification
Title
S0384F • Trucks • Product Expertise • Traction training • Go
Course Number
S0384F-AA
Target group
Salesperson
Objectives
The participants:
> Become acquainted with the HAD and TRK.
Contents
> Active driving and hands-on experience with
- Hydrostatic Auxiliary Drive (HAD)
- Turbo retarder clutch (TRK)
> Theoretical content
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 100%
167
Chapter
Sales Training
Department
Product Qualification
Title
S0178E • Trucks • Product Expertise • The New Construction Vehicle • e-Training •
Go
Course Number
S0178E-AA
Target group
Salesperson
Objectives
Contents
Performance features of the new construction vehicle
Part 1: Introduction, key marketing points
Part 2: Content of the product portfolio, product groups and practical "construction"
exercises.
Training Depth
Go
Duration
2,0 hours
Stand 08/2014
Method
Theorie 100%
168
Chapter
Sales Training
Department
Product Qualification
Title
S0091F • Trucks • The New Long-Distance Truck • Module 1 • Go
Course Number
S0091F-AA
Target group
Salesperson
Objectives
The participants:
> Obtain an overview of the complete program and Cluster 1
> Are familiar with the marketing focal points
> Are familiar with the various cabs and their potential applications
> Are familiar with the new drivetrain
> Learn about and practice the needs and wants analysis
Contents
>
>
>
>
>
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Overview of complete program and Cluster 1
Marketing focal points
Cabs
Drivetrain
Needs and wants analysis
Method
Theorie 50%, Practice50%
169
Chapter
Sales Training
Department
Product Qualification
Title
S0188F • Trucks • Product Expertise • Atego Model Series 967 • Go
Course Number
S0188F-AA
Target group
Salesperson
Objectives
The participants are familiar with:
> The product highlights of the new Atego and can present them with customer-oriented
sales arguments
> The relationship between customer profiles and marketing priorities
> Marketing priorities and technology in detail
> Information on the competitor situation
> New downstream activities
> Sales features to generate enthusiasm for the new Atego in 5 minutes
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Product highlights of the new Atego Euro VI standard
Characteristics of distribution haulage < 18 t
Relationship between customer profiles and marketing priorities
Marketing priorities and technology in detail
Competitor overview
Downstream activities for the new Atego
Enthusiastic customers in 5 minutes
Method
Theorie 70%, Practice30%
170
Chapter
Sales Training
Department
Product Qualification
Title
S0256F • Trucks • Customer Satisfaction (CSI) • Go
Course Number
S0256F-AA
Target group
Salesperson
Objectives
The participants
> Are familiar with the starting situation and understand the need to increase
measurable customer satisfaction
> Are familiar with measures and aids to improve their own customers' satisfaction
Contents
> Starting situation
> Measures for increasing customer satisfaction
Training Depth
Go
Duration
0,5 days (per 8 hours)
Stand 08/2014
Method
Theorie 100%
171
Chapter
Sales Training
Department
Product Qualification
Title
S0267F • Trucks • Product Expertise • Trucks You Can Trust • Partnership at Its Best:
Professional Vehicle Handover and Test Drive • Go
Course Number
S0267F-AA
Target group
Salesperson
Objectives
The participant:
> Can see the connection between "Trucks You Can Trust" and "Partnership at Its Best"
> Knows what is meant by "Partnership at Its Best"
> Knows why "Partnership at Its Best" is important to sales success
> Understands why this training course specifically examines the two customer contact
situations of vehicle handover and test drive
> Is aware of the risks and opportunities associated with the vehicle handover process
> Is familiar with the six vehicle handover phases
> Derives ideas from the various customer expectations as to how to organize the
handover to make it a special event
> Is aware of the risks and opportunities associated with the test drive
> Is familiar with the four test drive phases
> Knows which factors go into making a test drive successful and convincing
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Connection between "Trucks You Can Trust" and "Partnership at Its Best"
Customer contact and specific contribution to a partnership on equal terms
Customer contact at vehicle handover: aims and customer expectations
Vehicle handover in six steps
Organizing the vehicle handover as a special event
Customer contact for the test drive (presales): aims and customer expectations
Organizing the test drive, incl. follow-up
Method
Theorie 100%
172
Chapter
Sales Training
Department
Product Qualification
Title
S0297E • FUSO • Product Expertise • Canter TF1 • e-Training • Go
Course Number
S0297E-AA
Target group
Salesperson
Objectives
The participant:
> Knows the basic product advantages offered by the Canter
> Is familiar with the equipment scopes for the Euro VI standard and can present
benefits using a customer-oriented approach
> Is convinced of the advantages of the new Euro VI Canter
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
0,8 hours
Stand 08/2014
Canter Classics
DUONIC® transmission
Payload advantages
TF1 facelift scopes
Canter 4x4
Canter Hybrid
Canter in the 8.5 t variant
Method
Theorie 100%
173
Chapter
Sales Training
Department
Product Qualification
Title
S0190E • Trucks, FUSO • Product Expertise • Market Launch of the Canter 4x4 • Go
Course Number
S0190E-AA
Target group
Salesperson
Objectives
Contents
Training Depth
Go
Duration
0,8 hours
Stand 08/2014
Method
Theorie 100%
174
Chapter
Sales Training
Department
Product Qualification
Title
S0346F • Freightliner • Product and Sales Skills • Introduction to Sales • S0336F •
Train the Trainer (TTT)
Course Number
S0346F-AA
Target group
Trainer
Objectives
The participants are familiar with the contents of the training and can use it in the
market.
Contents
>
>
>
>
>
>
Welcome to Daimler
Basic knowledge of truck technology
Freightliner product knowledge
Sales today
Downstream activities
Configuration information
Training Depth
Duration
Stand 08/2014
Method
Theorie 50%, Practice50%
3,0 days (per 8 hours)
175
Chapter
Sales Training
Department
Business Development Center (BDC)
Title
S0046F • Passenger Cars, Vans • Outbound Qualifiers • BDC/Mail & Call • Go
Course Number
S0046F-AA
Target group
Other
Objectives
The participant:
> Knows the role that he/she plays in the overall BDC/Mail & Call process to contribute
to the success of the company
> Can state the principles for telephone customer contact
> Can describe and apply the fundamentals of communication
> Recognizes the potential impact of his/her telephone contact work on the sales
success
> Can independently research product information on the intranet/Internet (e.g.
ADVANTAGES online)
> Can describe the banking products of the Mercedes-Benz Bank and can actively apply
this knowledge in customer conversations
> Can match vehicles with the internal model designations and special equipment
> Can associate selected products and details with the current models and model series
and can competently impart his/her impressions (from product trials) to customers in
conversation
Contents
> The BDC/Mail & Call outbound qualifier: Role, importance, and value in the overall
process
> Exchange of experiences with BDC/Mail & Call processes
> Difference between customer contact by phone and face-to-face talks with customer
> Fundamentals of communication (general)
> Importance of the telephone for customers' perception of sales and service quality
> Fundamentals of communication by telephone (outbound)
> Special considerations for the BDC/Mail & Call outbound qualifier compared to classic
telephone contact
> Information channels for "product expertise"
> The Mercedes-Benz Bank and its products
> The Mercedes-Benz brand – The history and significance of the brand's values
> Fundamentals of vehicle models and vehicle data
> Products, options and innovations in the current passenger car and van model series
Optional prerequisite
Training Depth
Go
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 100%
176
Chapter
Sales Training
Department
Business Development Center (BDC)
Title
S0163F • Passenger Cars, Vans • Outbound Qualifiers • BDC/Mail & Call • Run
Course Number
S0163F-AA
Target group
Other
Objectives
The participant can:
> Describe the new features in BDC/Mail & Call
> Understand their role in the corresponding process and share their experiences with
other participants
> Describe and apply Mercedes-Benz brand positioning
> Describe the new Mercedes-Benz models and special equipment for the passenger car
and van categories and actively introduce product knowledge in customer dialogs
> Independently research product information on the intranet/Internet
> Introduce and explain Mercedes-Benz Bank products in customer dialogs
> Describe customers' expectations regarding consultancy behavior by employees of a
premium brand such as Mercedes-Benz
> Describe and apply the tools for successful dialogs
> Recognize opportunities to transform telephone complaints into situations of
understanding and communication
> Professionally respond to customer objections
> Use the acquired product knowledge in phone conversations in a customer-friendly,
sales-oriented manner during practical exercises
Contents
> Fresh-up of BDC/Mail & Call
> Exchange of experiences with BDC/Mail & Call processes
> The new Mercedes-Benz brand positioning
> Updated Mercedes-Benz basic product knowledge for the passenger car and van
categories
> Special equipment and current state of development of technical innovations
> Function and operation of the most common special equipment
> Information channels for "product knowledge"
> Mercedes-Benz Bank "products and campaigns"
> Customer expectations regarding premium manufacturer consulting
> Tools for successful dialogs
> Complaint dialogs and dealing with objections
> Practical exercises for professional contact in the BDC/Mail & Call environment with
the customer
Optional prerequisite
S0046F • Passenger Cars, Vans • Outbound Qualifiers • BDC/Mail & Call • Go
Training Depth
Run
Duration
3,0 days (per 8 hours)
Stand 08/2014
Method
Theorie 100%
177
Chapter
Sales Training
Department
Business Development Center (BDC)
Title
S0191F • Passenger Cars, Vans • BDC Qualifier • Training on the Job • Fly
Course Number
S0191F-AA
Target group
Other
Objectives
The participant:
> Experiences a boost of his/her potential as a BDC qualifier
> Knows his/her self-image and learns to compare it against the perception held by
his/her coach
> Can identify existing potential and his/her development potential, and realizes where
opportunities for development lie
> Can raise customer satisfaction by raising the level of professionalism in customer
contact activities
> Can boost sales success in the BDC environment
Contents
>
>
>
>
>
Optional prerequisite
S0046F • Passenger Cars, Vans • BDC Qualifier • Go
S0163F • Passenger Cars, Vans • BDC Qualifier • Run
Training Depth
Fly
Note
Training on the job takes place on site in the operation. The participant works live in the
BDC environment, receiving professional support from his/her trainer. Confidential
feedback talks are carried out in support of the employee's further development. Please
ask us about the training services we offer. The duration of training is agreed on with the
customer on an individual basis.
Duration
3,0 days (per 8 hours)
Stand 08/2014
Initial discussion on assessing the current situation of the BDC qualifier
Assessment of the potential of the BDC qualifier
Mentoring at the workplace during live operations
Individually agreed content, exercises and tasks for the BDC qualifier
Qualified feedback with development recommendations
Method
Theorie 100%
178
Chapter
Sales Training
Department
C-Sales Implementation
Title
S0113F • Passenger Cars, smart, Vans, Trucks • C-Sales • Observer Training • Go
Course Number
S0113F-AA
Target group
Other
Objectives
The participant:
> Takes the role of an external observer to prepare for the C-Sales potential assessment
process
> Learns observation methods as well as techniques for interviews, surveys and
potential assessments for the C-Sales process
> Practices the C-Sales observer role
Contents
>
>
>
>
Overview of the C-Sales process
Role/tasks of an observer in the C-Sales process
What should be observed?
Potential assessment in C-Sales
- Instructions for observers
- Salesperson dialog
> Possible sources of error in assessments
> Introduction to the psychology of perception
> Integration and feedback
- Integration round
- Comparison of results
- Preparation for feedback
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 40%, Practice60%
179
Chapter
Sales Training
Department
C-Sales Implementation
Title
S0132F • Passenger Cars • C-Sales • Training Needs Analysis • Run
Course Number
S0132F-AA
Target group
Salesperson
Objectives
What is the objective?
> To ensure the required qualifications for sales team members over the long term
> To adhere to the international qualification standards of Daimler AG (C-Sales) and
implement them in a sustained manner throughout all HR development measures
Contents
> Evaluation of the participant's individual program for the further qualification of
certified salespersons (C-Sales)
> Analysis of strengths/weaknesses based on the C-Sales salesperson criteria
> Identification of individual qualification requirements
Training Depth
Run
Duration
1 day (per 8 hours)
Stand 08/2014
Method
Theorie 70%, Practice30%
180