Training Program Worldwide 2016 Sales Training. August Global Training The finest automotive learning. Stand 08/2015 1

(1)

Training Program Worldwide 2016

Sales Training

August 2015

(2)

Stand 08/2015 2

SALES TRAINING

7

Applicant Selection for Salespersons 7

Sales Training 11

S0072F • Passenger Cars • C-Sales • Applicant Selection • Go 7 S0075F • smart • C-Sales • Applicant Selection • Go 8

S0073F • Vans • C-Sales • Applicant Selection • Go 9

S0074F • Trucks • C-Sales • Applicant Selection • Go 10

S0218F • Passenger Cars • First Step into the Mercedes-Benz Sales Process • Go 11 S0357Q • Passenger Cars • C-Sales • Certification Program for Salespersons • Go 12

S0195E • Passenger Cars • C-Sales • Basic Qualification • Initial Test • Go 13

S0116F • Passenger Cars • C-Sales • Basic Qualification • Module 1: Best Salespeople – Best Brand • Go 14

S0117F • Passenger Cars • C-Sales • Basic Qualification • Module 2: Best Sales Process • Go 15

S0118F • Passenger Cars • C-Sales • Basic Qualification • Module 3: Best Products • Go 16

S0119F • Passenger Cars • C-Sales • Basic Qualification • Module 4: Best Service Products • Go 17

S0120F • Passenger Cars • C-Sales • Basic Qualification • Module 5: Best Customer Contact • Go 18

S0121F • Passenger Cars • C-Sales • Basic Qualification • Module 6: Best Customer Experience • Go 19

S0360Q • smart • C-Sales • Certification for Program for Salespersons • Go 20

S0198E • smart • C-Sales • Basic Qualification • Initial Test • Go 21

S0065F • smart • C-Sales • Basic Qualification • Module 1: Brand and Company • Go 22

S0066F • smart • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go 23

S0067F • smart • C-Sales • Basic Qualification • Module 3: Product and Competition • Go 24

S0068F • smart • C-Sales • Basic Qualification • Module 4: Financing, Leasing, and Business Knowledge • Go25

S0069F • smart • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer

Contacts • Go 26

S0070F • smart • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go 27

S0358Q • Vans • C-Sales • Certification Program for Salespersons • Go 28

S0200E • Vans • C-Sales • Basic Qualification • Initial Test • Go 29

S0050F • Vans • C-Sales • Basic Qualification • Module 1: Brand and Company • Go 30

S0051F • Vans • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go 31

S0052F • Vans • C-Sales • Basic Qualification • Module 3: Product and Competition • Go 32

S0053F • Vans • C-Sales • Basic Qualification • Module 4: Financing, leasing and business knowledge • Go 33

S0054F • Vans • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer

Contacts • Go 34

S0055F • Vans • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go 35 S0359Q • Trucks • C-Sales • Certification Program for Salespersons • Go 36

S0199E • Trucks • C-Sales • Basic Qualification • Initial Test • Go 37

S0056F • Trucks • C-Sales • Basic Qualification • Module 1: Brand and Company • Go 38

S0057F • Trucks • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go 39

S0058F • Trucks • C-Sales • Basic Qualification • Module 3: Product and Competition • Go 40

S0059F • Trucks • C-Sales • Basic Qualification • Module 4: Financing, Leasing and Business Knowledge • Go41

S0060F • Trucks • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer

Contacts • Go 42

(3)

Sales Training - Further Education 44

S0262F • Passenger Cars • Customer Acquisition • Systematic Sales Support and Acquisition • Run 44 S0186E • Passenger Cars • Fleet Sales • Module 1 • e-Training • Go 45

S0125F • Passenger Cars • Fleet Sales • Module 2 • Advanced Training • Run 46

S0126F • Passenger Cars • Fleet Sales • Module 3 • Experts Workshop • Fly 47

S0108F • Passenger Cars • Brand-Oriented Behavior and Image • Run 48

S0249F • Passenger Cars • Price Negotiation • Successful negotiation in sales • Run 49

S0110F • Passenger Cars • Professional Vehicle Handover • Run 50

S0097F • Passenger Cars • Used Car Sales • Module 2 • Advanced Training • Run 51

S0322F • Passenger Cars • Test Drive • A Key Part of Successful Sales • Run 52

S0265E • Passenger Cars • New Media: Getting Connected • e-Training • Run 53

S0323F • Passenger Cars • Product and Sales Skills • Using New Media in Sales Talks • Run 54

S0315F • Passenger Cars • Mobile Sales • Mobile Star • Module 1 • Run 55

S0316F • Passenger Cars • Mobile Sales • Mobile Star • Module 2 • Run 56

S0318F • Passenger Cars • Sales assistance • Customer Contact Consultant • Module 1 • Go 57

S0319F • Passenger Cars • Sales Assistance • Customer Contact Consultant • Module 2 • Go 58

S0333F • Passenger Cars • Sales Assistance • Star Assistant • Module 1 • Go 59

S0334F • Passenger Cars • Sales Assistance • Star Assistant • Module 2 • Go 60

S0172F • Passenger Cars • New Media: Getting Connected • Run 61

S0026E • Passenger Cars • Used Car Sales • Module 1 • e-Training • Go 62

S0371F • Passenger Cars • Used Vehicle Sales • Getting Started in Used Vehicle Sales • Go 63

S0171F • Passenger Cars • Used Car Sales • Experts Workshop • Fly 64

S0131F • Passenger Cars, smart • Leasing, Financing and Service as Sales Promotion Instruments • Run 65 S0169F • Vans • Systematic Market Management and Acquisition • Citan • Run 66

S0241F • Vans • Price Negotiation • Successful negotiation in sales • Run 67

S0133F • Vans • Professional Vehicle Handover • Run 68

S0324F • Vans • Vehicle Handover • Run 69

S0243E • Vans • Used Car Sales • Module 1 • e-Training • Go 70

S0245F • Vans • Used Car Sales • Module 2 • Advanced Training • Run 71

S0244E • Vans • Fleet Sales • Module 1 • e-Training • Go 72

S0246F • Vans • Fleet Sales • Module 2 • Advanced Training • Run 73

S0388F • Trucks • Sales Systems • Systematic Application of Sales Funnel Tool for Increasing Sales Success

• Go 74

S0272F • Trucks • Systematic Sales Support and Acquisition • Run 75

S0148F • Trucks • Brand-Oriented Behavior and Appearance • Run 76

S0145F • Trucks • Product Expertise • Product Offers and Targeted Argumentation • Go 77

S0240F • Trucks • Price Negotiation • Successful negotiation in sales • Run 78

S0170F • Trucks • Professional Vehicle Handover • Fly 79

S0202F • Trucks • Product Expertise • Mercedes-Benz Custom Tailored Trucks CTT – Information about Customized Vehicle Conversions • Mini-Module • Go 80

(4)

Stand 08/2015 4

Certification 81

Product Qualification 89

S0078F • Passenger Cars • C-Sales • Salesperson Certification • Go 81 S0291E • Passenger Cars • C-Sales • Salesperson Certification • Knowledge Test • Go 82

S0294E • smart • C-Sales • Salesperson Certification • Knowledge Test • Go 83

S0081F • smart • C-Sales • Salesperson Certification • Go 84

S0292E • Vans • C-Sales • Salesperson Certification • Knowledge Test • Go 85

S0079F • Vans • C-Sales • Salesperson Certification • Go 86

S0293E • Trucks • C-Sales • Salesperson Certification • Knowledge Test • Go 87

S0080F • Trucks • C-Sales • Salesperson Certification • Go 88

S0129F • Passenger Cars • Product Innovations • Go 89 S0094F • Passenger Cars • Product Argumentation and Competitive Comparison • Go 90

S0363E • Passenger Cars • Market Launch • A-Class Model Series 176 Facelift • e-Learning • Go 91

S0308F • Passenger Cars • Market Launch • Plug-in Vehicles • B-Class Electric Drive Model Series 242 and S 500 PLUG-IN HYBRID • Run 92

S0373E • Passenger Cars • Market Launch • E-Class Model Series W213 • e-Training • Go 93

S0375F • Passenger Cars • Market Launch • GLC, GLE SUV, GLE Coupé, A-Class Facelift, and Mercedes-AMG GT (X253, W166, C292, W176, and C190) • Run 94

S0309E • Passenger Cars • Market Launch • Mercedes-AMG GT Model Series C190 • e-Training • Go 95

S0372E • Passenger Cars • Market Launch • GLE Facelift and GLE Coupé Model Series C292 • AKUBIS® direct sales • Go 96

S0412E • Passenger Cars • Market Launch • Mercedes-Maybach S-Class X222 • AKUBIS® direct sales • Go97

S0104F • Vans • Product Expertise • Vans - Basic Technology for Salespersons • Run 98

S0205E • Passenger Cars • Mercedes-Benz Guard Cars • e-Training • Go 99

S0330E • Passenger Cars • Product and Sales Skills • Product expert Telematics • Module 1 • e-Training •

Go 100

S0376F • Passenger Cars • Product Expertise • Telematics Specialist • Module 2 • Run 101

S0311E • Passenger Cars • Product Expertise • New Features and Modifications for NTG 5 • e-Training • Go102

S0403E • Passenger Cars • Product Expertise • New Features and Modifications for NTG 5.5 • e-Training • Go103

S0377E • Passenger Cars • Product Expertise • Mercedes-Benz Intelligent Drive Specialist • Module 1 •

e-Training • Go 104

S0378F • Passenger Cars • Product Expertise • Mercedes-Benz Intelligent Drive Specialist • Module 2 • Run105

S0338E • Passenger Cars • Product and Sales Skills • BlueEFFICIENCY Plug-in HYBRID • e-Training • Go 106

S0354E • Passenger Cars • Product and Sales Skills • B-Class electric drive model series 242 • e-Training •

Go 107

S0366E • Passenger Cars • Product and Sales Skills • Driving Aids and Seat Adjustments Ex Works •

AKUBIS® direct sales • Go 108

S0313F • Passenger Cars • Product and Sales Skills • Mercedes-Benz Connect • Run 109

V0092F • Passenger Cars • Mercedes-Benz Genuine Accessories • Product Range and Presentation • Run 110

V0071F • Passenger Cars • Competent Marketing of Service Contracts • Customer Benefits, Active

Advantage/Benefit Argumentation and Calculation • Run 111

S0276E • Passenger Cars • Product Expertise • Mercedes connect me • AKUBIS® direct sales • Go 112

S0326F • Passenger Cars • Market Launch • C-Class, GLA and S-Class Coupe (Model Series 205, 156 and

217) • Run 113

(5)

C-Sales Implementation 137

S0340F • Passenger Cars • Sales Assistance • Product Concierge • Module 1 • Go 115 S0341F • Passenger Cars • Sales Assistance • Product Concierge • Module 2 • Go 116

S0299E • Vans • Product and Sales Skills • Vito VS20 • e-Training • Go 117

S0339F • Vans • Market Launch • V-Class Model Series 447 • Go 118

S0345F • Vans • Global Training Experience 2014 • V-Class Model Series 447 • Run 119

S0090F • Vans • Product Expertise • Vans • Product Argumentation and Competitive Comparison • Go 120

S0298F • Vans • Market Launch • Vito Model Series 447 • Run 121

S0290F • Vans • Product and Sales Skills • Body Manufacturer Business • Run 122

S0270E • Vans • Body Manufacturer Business • Sales and Handling Processes • e-Training • Go 123

S0102F • Trucks • Downstream Activities • Truck Services • Run 124

S0337F • Trucks • Product Expertise • New Product Features and Success Factors • Go 125

S0156F • Trucks • Product Expertise • Mercedes-Benz Custom Tailored Trucks CTT – Expert Workshop • Fly126

S0098F • Trucks • Product Expertise • Hands-On Technology • Go 127

S0268F • Trucks • Product Expertise • Actros and Antos Model Series 963 • Go 128

S0215E • Trucks • Product Expertise • The New Atego Model Series 967 • Go 129

S0269F • Trucks • Product Expertise • Arocs Model Series 964 • Go 130

S0289F • Trucks • Product Expertise • Trucks You Can Trust • Partnership on Equal Terms: Professional Sales

Follow-up • Go 131

S0301F • Trucks • Product Expertise • Econic Euro VI Model Series 956 • Go 132

S0188F • Trucks • Product Expertise • Atego Model Series 967 • Go 133

S0267F • Trucks • Product Expertise • Trucks You Can Trust • Partnership at Its Best: Professional Vehicle Handover and Test Drive • Go 134

S0297E • FUSO • Product Expertise • Canter TF1 • e-Training • Go 135

S0346F • Freightliner 136

S0132F • Passenger Cars • C-Sales • Training Needs Analysis • Run 137 S0113F • Passenger Cars, smart, Vans, Trucks • Go 138

(6)

Stand 08/2015 6

Product Qualification 139

Sales Training 156

S0442E • Passenger Cars • Market Launch • CLA Coupe FL & CLA Shooting Brake FL Model Series 117 •

e-Training • Go 139

S0440E • Passenger Cars • Market Launch • E-Class Coupe C238 and GLA FL X156 • AKUBIS® direct sales •

Go 140

S0443E • Market Launch • E-Class Wagon S213 • AKUBIS® direct sales • Go 141

S0445F • Passenger Cars • Market Launch • E-Class, S-Class cabriolet, C-Class coupe and cabriolet, SL, SLC and GLS facelift • Run 142

S0441E • Market Launch • GLC Coupe C253 and C-Class Cabriolet A205 • AKUBIS® direct sales • Go 143

S0420E • Passenger Cars • Product Expertise • e-Mobility Specialist • Module 1 • e-Training • Go 144

S0439F • Passenger Cars • Product Expertise • e-Mobility Specialist • Module 2 • Run 145

S0421E • Passenger Cars • Product Expertise • Allergy Prevention • AKUBIS® direct sales • Go 146

S0437E • Passenger Cars • Product Expertise • Intelligent Drive 2016 • e-Training • Go 147

S0423F • Product Expertise • Intelligent Drive Specialist • Talk of Professionals • Module 3 • Fly 148

S0438E • Passenger Cars • Product Expertise • New Features and Modifications NTG 5.X 2016 • e-Training •

Go 149

S0422F • Passenger Cars • Product Expertise • Telematics Specialist • Talk of Professionals • Module 3 • Fly150

S0424F • Passenger Cars • Sales Assistance • Product Concierge • Module 3 • Run 151

S0446E • smart • Market Launch • smart electric drive • Go 152

S0425F • Vans • Product Expertise • All-Wheel Drives • Run 153

S0426F • Product Expertise • VANconnect • Go 154

S0417F • FUSO • Product Expertise • Canter 2015 • Go 155

(7)

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 Method Theorie 50%, Practice50% Duration 1 day (per 8 hours)

(8)

Stand 08/2015 8

Department

Applicant Selection for Salespersons

Title S0075F • smart • C-Sales • Applicant Selection • Go

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.

(9)

Title S0073F • Vans • C-Sales • Applicant Selection • Go

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.

(10)

Stand 08/2015 10

Department

Applicant Selection for Salespersons

Title S0074F • Trucks • C-Sales • Applicant Selection • Go

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.

(11)

Title S0218F • Passenger Cars • First Step into the Mercedes-Benz Sales Process • 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 conversations

> Become acquainted with the main impact factors for successful sales and approach his/her new task as a Mercedes-Benz cars salesperson with professionalism and enthusiasm

Contents Introduction to the Mercedes-Benz world of sales and basic principles of successful sales:

> Expectations towards new salespersons

> Requirements of the brand and customers towards new salespersons > Company and organization

> Brand

> Product portfolio > Competitive situation > Sales process

> Basic sales psychology and sales techniques 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 Method Theorie 50%, Practice50% Duration 3,5 days (per 8 hours)

(12)

Stand 08/2015 12

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: Best Salespeople – Best Brand • Go

> S0117F-AA • Passenger Cars • C-Sales • Basic Qualification • Module 2: Best Sales Process • Go

> S0118F-AA • Passenger Cars • C-Sales • Basic Qualification • Module 3: Best Products • Go

> S0119F-AA • Passenger Cars • C-Sales • Basic Qualification • Module 4: Best Service Products • Go

> S0120F-AA • Passenger Cars • C-Sales • Basic Qualification • Module 5: Best Customer Contact • Go

> S0121F-AA • Passenger Cars • C-Sales • Basic Qualification • Module 6: Best Customer Experience • 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.

(13)

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 Method Theorie 0%, Practice100% Duration 0 hours

(14)

Stand 08/2015 14

Department

Sales Training

Title S0116F • Passenger Cars • C-Sales • Basic Qualification • Module 1: Best Salespeople – Best Brand • Go

Course Number S0116F-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 conditions and specifics 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 Benz salespersons and with Mercedes-Benz values

Contents > Daimler AG: Brand portfolio and the company > History of Daimler AG and the Mercedes-Benz brand

> Open conversation with a successful salesperson (evening event) > Mercedes-Benz brand philosophy and worldwide advertising > CSI and "golden rules"

> Visit to the MPC headquarters and dealership operations or production plant > Presentations (figures, facts, philosophy) on the MPC

(15)

Title S0117F • Passenger Cars • C-Sales • Basic Qualification • Module 2: Best Sales Pro-cess • Go

> Is familiar with the importance and current requirements of the "sales" process in the passenger car 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 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 requirements

> Has learned to establish structured arguments and apply them to his/her product > Is familiar with vehicle presentation and handover techniques, and knows how to handle test drives

> 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, 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

(16)

Stand 08/2015 16

Department

Sales Training

Title S0118F • Passenger Cars • C-Sales • Basic Qualification • Module 3: Best Products • Go

Course Number S0118F-AA Target group Salesperson Objectives The participants:

> Know which model series and models Mercedes-Benz offers

> Have detailed knowledge of all relevant products from the Mercedes-Benz car range > Are familiar with the relevant competing vehicles in the market

> Are able to use the product knowledge they have acquired for effective feature-advantage-benefit arguments

Contents > Marketing plan, communication strategy and market figures (all model series) > 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

(17)

Title S0119F • Passenger Cars • C-Sales • Basic Qualification • Module 4: Best Service Products • Go

> 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 > Can describe current macroeconomic contexts

> Can use accounting terms in a customer-friendly manner

> Can apply the fundamentals of cost accounting and calculation plus the key company figures for sales

> Can assess the alternatives of leasing, financing and the like with reference to the customer

> Can explain the fundamentals of tax law as they pertain to sales > Can apply the fundamentals of contract law

> Can act in consideration of relevant aspects of competition law > Can apply the business terms and conditions

> Can assess the particularities of commercial payment transactions > Can identify the legal consequences of product liability

> Can explain the fundamentals of road traffic law Contents > 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 fundamentals

(18)

Stand 08/2015 18

Department

Sales Training

Title S0120F • Passenger Cars • C-Sales • Basic Qualification • Module 5: Best Customer Contact • Go

> Are familiar with the current situation in the automotive market, their national market and in the Mercedes-Benz Passenger Car 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 > Can adapt their behavior to various starting points

> Know the preliminary work for market segmentation and how it is accomplished > Know how the individual market segments can be cultivated and which strategies can be pursued

> Know the critical points of acquisition talks and how to lead in these situations > Have completed the different acquisition training exercises and are able to acquire new customers

Contents > 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

(19)

Title S0121F • Passenger Cars • C-Sales • Basic Qualification • Module 6: Best Customer Experience • Go

> 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 car brand and company > Sales process

> Products and financing

> Vehicle delivery and stock sale > Establishing customer contacts > Sales support and acquisition > Test preparation

(20)

Stand 08/2015 20

Department

Sales Training

Title S0360Q • smart • C-Sales • Certification for Program for Salespersons • Go

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.

(21)

Title S0198E • smart • C-Sales • Basic Qualification • Initial Test • Go

> 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

(22)

Stand 08/2015 22

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 > 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)

(23)

Title S0066F • smart • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go

> Is familiar with the importance and current requirements of the "sales" process for smart

> 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

Contents > Personality of the salesperson and effect on the customer > Perception and communication, transaction analysis

(24)

Stand 08/2015 24

Department

Sales Training

Title S0067F • smart • C-Sales • Basic Qualification • Module 3: Product and Competition • Go

> 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

Contents > 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

(25)

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 > Basic economic terminology, balance sheet

> 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

(26)

Stand 08/2015 26

Department

Sales Training

Title S0069F • smart • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer Contacts • Go

> 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

- Preparing for structured new customer acquisition talks for smart in practical situations

(27)

Title S0070F • smart • C-Sales • Basic Qualification • Module 6: Individual Practical Exer-cises • Go

> 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

(28)

Stand 08/2015 28

Department

Sales Training

Title S0358Q • Vans • C-Sales • Certification Program for Salespersons • Go

Objectives > Acquisition of the knowledge and skills required for a career as a Mercedes-Benz Van Salesperson.

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.

(29)

Title S0200E • Vans • C-Sales • Basic Qualification • Initial Test • Go

Training

(30)

Stand 08/2015 30

Department

Sales Training

Title S0050F • Vans • C-Sales • Basic Qualification • Module 1: Brand and Company • Go

> Is able to link local market circumstances and particularities with the corporate and strategic goals of his/her company and Daimler AG

Contents > 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

(31)

Title S0051F • Vans • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go

> 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

Contents > Personality of the salesperson and effect on the customer > Perception and communication

(32)

Stand 08/2015 32

Department

Sales Training

Title S0052F • Vans • C-Sales • Basic Qualification • Module 3: Product and Competition • Go

> 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

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

(33)

Title S0053F • Vans • C-Sales • Basic Qualification • Module 4: Financing, leasing and busi-ness 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

> 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 > Basic business terms, balance sheet

> Creditworthiness check, legitimization, risk

> Passenger car service leasing, full service package, downstream services > Fleet full service package, maintenance packages

> Legal basics

(34)

Stand 08/2015 34

Department

Sales Training

Title S0054F • Vans • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer Contacts • Go

> Are familiar with the current situation in the automotive market, their national market and in the Mercedes-Benz Vans division

> Know how the individual market segments can be worked and which strategies can be pursued

- Preparing for structured new customer acquisition talks for MB Vans in practical situations

(35)

Title S0055F • Vans • C-Sales • Basic Qualification • Module 6: Individual Practical Exercis-es • Go

> Are motivated to use their knowledge and skills for themselves and the Mercedes-Benz Vans division

> Vans brand and company > Sales process

> Products, financing, downstream services > Vehicle delivery and stock sale

> Establishing customer contacts > Sales support and acquisition > Test preparation

(36)

Stand 08/2015 36

Department

Sales Training

Title S0359Q • Trucks • C-Sales • Certification Program for Salespersons • Go

Objectives > Acquisition of the knowledge and skills required for a career as a Mercedes-Benz Truck Salesperson

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.

(37)

Title S0199E • Trucks • C-Sales • Basic Qualification • Initial Test • Go

Training

(38)

Stand 08/2015 38

Department

Sales Training

Title S0056F • Trucks • C-Sales • Basic Qualification • Module 1: Brand and Company • Go

> Is able to link local market circumstances and particularities with the corporate and strategic goals of his/her company and Daimler AG

Contents > 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

(39)

Title S0057F • Trucks • C-Sales • Basic Qualification • Module 2: Sales and Support Pro-cess Structure • Go

> Is familiar with the importance and current requirements of the "sales" process in the Trucks division

> 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

Contents > Personality of the salesperson and effect on the customer > Perception and communication

> Argumentation and questioning techniques > Vehicle presentation, test drive, vehicle handover

> Completion phase and dealing with objections, TCO argumentation, price premium argumentation

> Customer support

(40)

Stand 08/2015 40

Department

Sales Training

Title S0058F • Trucks • C-Sales • Basic Qualification • Module 3: Product and Competition • Go

> 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

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

(41)

Title S0059F • Trucks • C-Sales • Basic Qualification • Module 4: Financing, Leasing and Business Knowledge • Go

> Have the business knowledge required for salespersons > Have commercial knowledge of leasing and financing

> Are able, as part of their brand responsibility, to explain different company forms and the resulting tax effects, decision-making competences and purchasing alternatives > Can describe current macroeconomic contexts

> Can use accounting terms in a customer-friendly manner

> Can apply the fundamentals of cost accounting and calculation as well as the management key figures for sales

> Can assess the alternatives of leasing, financing and the like with regard to the specific customer

> Can explain the fundamentals of tax law as they pertain to sales > Can apply the fundamentals of contract law

> Can act in consideration of relevant aspects of competition law > Can apply the business terms and conditions

> Can assess the particularities of commercial payment transactions > Can identify the legal consequences of product liability

> Can explain the fundamentals of road traffic law Contents > Basic business terms, balance sheet

> Creditworthiness check, legitimization, risk

> Service leasing, full service package, downstream services, TCO > Fleet full-service package, maintenance packages

> Legal Fundamentals

(42)

Stand 08/2015 42

Department

Sales Training

Title S0060F • Trucks • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer Contacts • Go

> Are familiar with the current market situation in their national market and in the Mercedes-Benz Trucks division

> Know how the individual market segments (individual customers and small fleets) can be worked and which strategies can be pursued

- Preparing for structured new customer acquisition talks for MB Trucks in practical situations

(43)

Title S0061F • Trucks • C-Sales • Basic Qualification • Module 6: Individual Practical Exer-cises • Go

> Are motivated to use their knowledge and skills for themselves and the Mercedes-Benz Trucks division

> 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

(44)

Stand 08/2015 44

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 Mercedes-Benz 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 > 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

Training Depth Run Method Theorie 65%, Practice35% Duration 2,0 days (per 8 hours)

(45)

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 Method Theorie 90%, Practice10%

Note This training is a mandatory prerequisite for further seminars in this qualification series. Duration 0,5 hours

(46)

Stand 08/2015 46

Department

Sales Training - Further Education

Title S0125F • Passenger Cars • Fleet Sales • Module 2 • Advanced Training • Run

> Are aware of their knowledge about fleet sales strategies with respect to their daily business

> Have worked out and reflected on the tasks, competences, and responsibilities of fleet salespersons

> Have intensified their experience in making initial contacts, negotiation and concluding a sale by means of role play

> Are familiar with additional tools for offer preparation

> Have reached an understanding of the importance of KPIs and are familiar with associated tools for professional organization of day-to-day business

> Know the relevance of planning, self-organization, setting priorities, and implementing them in practice

Contents Qualification for fleet sales:

> Fleet sales strategy/scope and implementation in practice > Consolidation of the role as a Mercedes-Benz fleet salesperson > Role exercises and feedback for the fleet sales process phases > Use of KPIs

> Self-organization and work planning