Complete Course Catalog Certification 2016

Certification 2016 Sales Course Catalog Contents Instructor-Led Training Courses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Advanced Finance Skills Workshop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Coaching for Sales Excellence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 e-Golf: Get Plugged In for Sales and Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Finance Skills and Process Workshop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Managing and Retaining Your Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Web-Based Training. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Advanced Accessories Selling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Advanced Closing Techniques & How to Perform a Competitive Comparison. . . . . . . . . . . . . . 5 Beetle Product Introduction (model years 2012 to present) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Building Your Business through Social Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 e-Golf Product Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Finance Skills and Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Funding Savvy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Golf and GTI Product Introduction (model years 2015 to present) . . . . . . . . . . . . . . . . . . . . . . . 6 Golf R Product Introduction (model years 2015 to present). . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Hybrid and EV High Voltage Safety. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Introduction to Leasing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Intro to VEST. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Inventory Asset Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jetta Product Introduction (model years 2011 to 2014) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jetta Product Introduction (model years 2015 to present). . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

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Legal Compliance – Part I . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Legal Compliance – Part II. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Maturity Manager – Application and Process (VCI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 new

MY2016 Infotainment: A New Generation of Connectivity. . . . . . . . . . . . . . . . . . . . . . . . . 10

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New Passat Product Introduction (model years 2016 to present) . . . . . . . . . . . . . . . . . . . 10

OMD Web VW Dealer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Overview of Volkswagen Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Passat Product Introduction (model years 2012 to 2015) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Perfect Delivery 360 for Sales Consultants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Perfect Delivery 360 for Sales Managers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Performing a High-Impact Needs Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Plug It In: Charging the e-Golf . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 new

Staying Connected with Volkswagen Car-Net . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Touareg Product Introduction (model years 2015 to present). . . . . . . . . . . . . . . . . . . . . . . . . . 12 Volkswagen Financial Products, Modules 1-9. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Volkswagen Leadership Excellence (VLE) Basic Module 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Volkswagen Leadership Excellence (VLE) Basic Module 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Welcome to Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Welcome to Volkswagen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Continuous Learning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 new

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VW IQ Series. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Certification 2016 • Sales Course Catalog

Instructor Led Training

Instructor-Led Training Courses Advanced Finance Skills Workshop Course Number: 622020 • Duration: 2 Days Customer satisfaction is a critical element in the Finance Office, because a satisfied customer invests more money into your dealership! When you are an expert at presenting all the superior products your dealership can offer, you also are an indispensable asset to your customers and to your dealership. Here’s a two-day course that you will find to be a worthwhile investment – in you. After completing this two-day course, you will be able to: yy Implement improvements to the customer interview and menu presentation yy Customize the closing process yy Minimize the time spent in the Finance Office while delivering customer satisfaction

Coaching for Sales Excellence Course Number: 620102 • Duration: 2 Days Today’s economic realities are leading to increased pressure on Sales Managers to produce more sales with fewer Sales Consultants. In this course, Sales Managers will analyze the critical sales process performance indicators that are highly desired by customers. The course focus is on properly implementing and tracking these key performance indicators that lead to increased sales and higher sales satisfaction. Using a behavioral coaching approach, Sales Managers learn and apply coaching methods that increase good performance and correct poor performance through feedback, observation and accountability. Managers will leave this class with fully developed performance goals and coaching plans for specific Sales Consultants on their staff. After completing this course, you will be able to: yy Understand the behavioral coaching approach yy Apply coaching methods that increase performance yy Apply feedback methods to correct poor performance yy Increase observation and accountability yy Create coaching plans for specific Consultants

e-Golf: Get Plugged In for Sales and Service Course Number: 601042 • Duration: 2 Days The e-Golf is the very first all-electric, zero-emissions Volkswagen model for the US market, so get ready to “get plugged in” for this exciting and electrifying Volkswagen model! In certain states, eligible dealers have elected to be a part of the e-Golf revolution, so completion of special training is required. The participant will be introduced to this all-new, all-electric Volkswagen. Functionality, technology and procedures unique to the e-Golf will be discussed and practiced. Participation in and completion of this course and its web-based pre-requisites will ensure dealer readiness for e-Golf allocation.

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Instructor Led Training Finance Skills and Process Workshop Course Number: 622010 • Duration: 2 Days The hub of the dealership is its Finance Office. If you are going to be center stage, you need to feel comfortable in the limelight. This two-day workshop will get you up to speed with Finance Office products so you can greet your audience with complete confidence and help maximize dealership profits. So… audition today and “break a leg!” After completing this two-day course, you will be able to: yy List the four responsibilities of the Finance Manager yy Describe a quality turnover yy Conduct a step-by-step customer interview yy Present products with features, attributes and benefits yy Deal with rate concerns yy Utilize a menu presentation yy Make cash and credit union conversions yy Connect workshop knowledge and skills to SSI performance

Managing and Retaining Your Employees Course Number: 700132 • Duration: 2 Days As a manager you are responsible for operational duties, managing sales results, marketing, and leading your team of people. As more workplaces are filled with multiple generations, leadership is changing too. This ILT promotes engaged, generational aware leadership through practice and collaboration.

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Certification 2016 • Sales Course Catalog

Web-Based Training

Web-Based Training Advanced Accessories Selling Course Number: 701044 This course demonstrates specific skills that help you sell Genuine Volkswagen accessories. With a focus on actionable skills you will discover ways to identify needs, engage with customers and recommend accessories in a way that will increase the likelihood of a purchase decision. By the end of this course, you should be able to: yy Explain how to identify potential customer accessory needs yy Describe how to target specific accessories to each customer yy Demonstrate the difference between selling a “feature” and its benefit yy Explain how to overcome customer objections yy Demonstrate an ability to perform a “soft close” and to ask for the sale

Advanced Closing Techniques & How to Perform a Competitive Comparison Course Number: 600554 For Master level sales consultants, this course will introduce you to tips for successfully creating a vehicle competitive comparison to use in your evidence manual. In addition, you’ll be introduced to advanced closing techniques that can be used to attain more sales.

Beetle Product Introduction (model years 2012 to present) Course Number: 617414 We will introduce the 21st-century Beetle by helping you to get to know the highlights, the market positioning and the competitive environment of the car. You will then get into detail, experience the Beetle from all points of view, get to know its safety equipment and the lineup of engines and trim levels. We’ll also prepare you for any sales arguments you may encounter during your sales process. You’ll discover how to present the iconic and re-imagined Beetle to your customers.

Building Your Business through Social Media Course Number: 701244 The purpose of this course is to teach you how to use social media at your dealership in order to keep you more connected with your customers while increasing business and profit at your dealership. After completing this eLearning course, you should be able to: yy Explain the purpose and benefits of utilizing social media at your dealership yy Create goals for your social media platform yy Develop and implement your own social media strategy yy Manage your reputation through social media and third party sites yy Define success for your social media strategy

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Web-Based Training e-Golf Product Introduction Course Number: 600943 This course introduces e-Golf dealership employees to the unique and all-electric Volkswagen e-Golf. In this high-level overview, you will learn about the very first zero-emissions Volkswagen to be sold in the United States. It’s “all Golf, no gas”! In addition to covering the basics of electric vehicle technology and what makes the e-Golf unique, you’ll gain insight into some of the competition, an introduction to the features found in the e-Golf, and how this vehicle presents a new and exciting vehicle choice for customers residing in ZEV vehicle-selling states and their eligible dealerships.

Finance Skills and Process Course Number: VCIWB01FSPV After completing this course and practicing on your own, you will be able to: yy List the four responsibilities of the Finance Manager yy Describe a quality turnover yy Conduct a step-by-step Customer Interview yy Present products with features, functions, and benefits yy Utilize a Menu Presentation yy Make cash and credit union conversions yy Help decrease wait time in the Finance Office and impact SSI positively

Funding Savvy Course Number: 622034 One-hour WBT, required for Associate level Finance Managers. After completing this course, you will be able to: yy Explain full disclosure and its alignment with sales satisfaction and brand values yy Describe the importance of clear and accurate explanations of documents yy Prevent customer callbacks and funding delays by utilizing the Top Ten Funding Tips

Golf and GTI Product Introduction (model years 2015 to present) Course Number: 600844 The 7th-generation Golf family is being touted as the safest, most fuel-efficient, and most funto-drive Golf of all time. In fact, the 7th-generation is very true to its reputation as the affordable German hot hatch, thanks to its localized North American production, revolutionized turbo engines, and all-new MQB platform architecture. In this Product Introduction WBT, you will learn: yy The unique value-to-fun proposition of the Golf family, thanks to North American production, MQB, and better value for the money than ever yy Many customer selling benefits and the competitive comparison landscape of the A7 Golf yy How Volkswagen has positioned the Golf family to be a more popular model than ever in our American product lineup

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Certification 2016 • Sales Course Catalog

Web-Based Training Golf R Product Introduction (model years 2015 to present) Course Number: 601644 The 4th iteration of the Golf R is not only the fastest Golf to ever grace US shores, it’s also the most fuel-efficient and aerodynamic. The Golf R offers sporty dynamics and pure emotion to our true Volkswagen enthusiasts. In this eTraining and its accompanying post-assessment, you will learn which equipment and performance data are featured in the latest version of this very special Golf. Does a 292 hp 2.0L TSI sound good to you? Launch this eTraining and learn more! Please be sure to complete both the Product Introduction and the Assessment for full course credit.

Hybrid and EV High Voltage Safety Course Number: 890104 This course introduces dealership employees to Volkswagen Hybrids and the safety precautions that need to be observed that are unique to a hybrid vehicle. This course contains 2 paths, one for nontechnical dealer employees and one for service employees, to highlight the procedures and precautions that need to be observed from different dealership roles.

Introduction to Leasing Course Number: 600202 This web-based training course promotes a quick start for those who need to learn Volkswagen’s approach to leasing. It is a prerequisite for the Lease Logic workshop. After completing this course, participants should be able to: yy Describe Volkswagen customers and expectations yy List the sources and locations of Volkswagen leasing knowledge yy Define leasing terms yy Explain the benefits of leasing to the customer, dealership and brand yy Provide leasing information to prospects as required, correctly answering all of their questions yy Assist customers smoothly and completely throughout their leasing experience yy Implement leasing within their own dealership’s process and style

Intro to VEST Course Number: 601344 Volkswagen from A to Z – that’s what the Volkswagen Elite Sales Training (VEST) program stands for. If you’re interested in making a career as a Sales Consultant with Volkswagen, the VEST program could be the perfect fit for you. The Volkswagen brand, history, technology, innovations, products and of course the sale of Volkswagen models – you will learn about all of this throughout the VEST program and its three phases. But that’s not all. The VEST program is an intensive training program that comprises eTraining webbased trainings (WBTs), instructor-led trainings (ILTs), and personalized coaching with your trainer. If you have already been employed as a Volkswagen Sales Consultant, and are not yet Master-certified, you may also be eligible for VEST certification; work with your Sales Manager to determine if you are a VEST candidate as well!

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Web-Based Training Inventory Asset Management Course Number: 601004 Effective inventory management is strategic and proactive. In this course you will learn the four fundamental strategies that will give you the knowledge to make sound business decisions in forecasting and inventory control. You will also learn the importance of tracking and monitoring your inventory, using key tools that make the job easier. The purpose of vehicle inventory management is turning inventory into profit, and this course will show you how to succeed in doing exactly that. After completing this course, you will be able to: yy Assess vehicle inventory and identify areas of opportunity yy Follow inventory management strategies to positively impact the bottom line yy Calculate how many units your dealership should be stocking yy Calculate how many times your inventory turns per year yy Calculate the cost to hold a unit in stock yy Identify aging inventory and implement strategies to move older units yy Calculate unit days supply and compare the number to dollar days supply yy Track key sales and inventory metrics regularly to effectively manage inventory yy Identify which VIM reports can help with regular inventory management tasks

Jetta Product Introduction (model years 2011 to 2014) Course Number: 602704 One of Volkswagen of America’s most popular and well-known models is the Jetta, and the 6th-genenration Jetta is no exception. Find out more about why customers – present and future – are more excited about the Jetta than ever. In this program, you will learn: yy All about the new Jetta and how it is more value-packed than ever yy All about the new features and technology in the new Jetta yy Customer selling benefits of the new Jetta

Jetta Product Introduction (model years 2015 to present) Course Number: 600754 The Jetta has always been the apple of the American eye when it comes to Volkswagen. In fact, more than 30 years after its initial introduction, in remains the best-selling European vehicle in the US market. Originally introduced for the 2011 model year, the sixth-generation Jetta went through some significant revisions and updates to be better-equipped, sportier, and more fuel-efficient than ever for the 2015 model year. Learn more about these changes and how the Jetta is still a very compelling choice for anyone considering an affordable, German-engineered car. In this eTraining, you will: yy Learn about the updates made to the Jetta’s engine choices yy Receive some basic information about competitors yy Understand the changes made to update the exterior, interior, and safety of the Jetta

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Certification 2016 • Sales Course Catalog

Web-Based Training Legal Compliance – Part I Course Number: 622054 This two-hour WBT is required for Finance Managers. After completing this course, you will be able to: yy Identify and provide an overview of the most important federal regulations that impact dealerships and Finance Managers: yy Truth-in-Lending Act (Regulation Z) yy Consumer Leasing (Regulation M) yy Gramm-Leach-Bliley Act yy Equal Credit Opportunity Act (Regulation B) yy Magnuson-Moss Warranty Act yy OFAC (Office of Foreign Assets Control) yy Demonstrate awareness of the compliance issues related to these regulations that Finance Managers need to be concerned with

Legal Compliance – Part II Course Number: 622054 This two-hour WBT is required for Finance Managers. After completing this course, you will be able to: yy Describe the purpose and benefits with compliance with automobile regulations yy Explain the essence of selected federal regulations and apply them to common dealership scenarios, such as: ––Contract Elements ––Currency Transaction Reporting ––Financing ––FTC Used Car Rule ––Magnuson-Moss Warranty Act ––Insurance ––U.S. Patriot Act and OFAC ––Telemarketing Sales Rule

Maturity Manager – Application and Process (VCI) Course Number: VCIWB01MMV This course offers an inside look at the Maturity Manager application and process. Upon completion, participants will be able to: yy Explain the benefits of Maturity Manager yy Identify the four stages of the customer buying cycle yy Describe how Maturity Manager can be used to build customer loyalty yy Explain what Maturity Manager’s status colors mean yy Describe the customer information it provides yy List leading practices for using it effectively

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Web-Based Training MY2016 Infotainment: A New Generation of Connectivity Course Number: 601654 new

Volkswagen is taking a significant step forward with advanced infotainment systems that are more connected, more intuitive, and more convenient. The new line-up of second generation touchscreen radios and navigation units is called MIB II. In this course, we will cover all the MIB II Units along with the new Car-Net features including App-Connect, Guide & Inform, and Security & Service.

New Passat Product Introduction (model years 2016 to present) Course Number: 600454 new

The Passat made its debut in the United States a quarter-century ago, and the latest-and-greatest Passat has been 25 years of greatness in the making! In this eTraining for the new 2016 Passat, you will learn about the exciting new infotainment, driver assistance, and comfort features of the Passat, as well as gain insight into the attractive and thoughtful redesign of the car, and of course find out how this Passat stacks up against the competition. After completing this eTraining for the Passat and its companion Knowledge Check, you are sure to agree that the 2016 Passat is the #BestPassatEver!

OMD Web VW Dealer Course Number: 601143 This Web Based Training Course is an introduction to using OMD Web for ordering, locating and trading vehicles. At the end of this course you will be able to: yy Navigate the home page features & functions yy Manage your MBO allocation yy Place sold orders yy Locate vehicles and perform dealer trades yy Report vehicles sold

Overview of Volkswagen Products Course Number: 600104 What sets Volkswagen vehicles apart from other vehicles? It’s Volkswagen’s unique features, and owners that appreciate what Volkswagen has to offer. After completing this course, you will be able to: yy Understand the unique selling features found on Volkswagen models yy Equip yourself with information to better enable you to answer your customer’s questions yy Explore sample customer profiles to better understand the Volkswagen customer, and what they expect from their Volkswagen experience

Passat Product Introduction (model years 2012 to 2015) Course Number: 617014 The Passat is a transformation car for Volkswagen in our quest for unparalleled growth. The North American Passat, the largest yet, is the only midsize car that offers superior German engineering at an affordable price. It is built in Chattanooga, Tennessee at the world’s newest, most advanced and environmentally responsible auto assembly plant. The Passat has set new benchmarks for safety, driving performance and environmental responsibility in the midsize segment.

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Certification 2016 • Sales Course Catalog

Web-Based Training Perfect Delivery 360 for Sales Consultants Course Number: 610544 This Perfect Delivery course is designed to help you perform your delivery role more completely and efficiently. It contains information about the new ePDI electronic checklist application and the steps necessary to make sure each delivery you perform is a perfect delivery.

Perfect Delivery 360 for Sales Managers Course Number: 620644 This Perfect Delivery course is designed to help you perform your delivery role more completely and efficiently. It contains information about the new ePDI electronic checklist application and the steps necessary to make sure each delivery you perform is a perfect delivery.

Performing a High-Impact Needs Assessment Course Number: 601054 As a Volkswagen Sales Consultant, you’re more than simply an “order taker.” As a representative of Volkswagen and our customer-focused Sales Process, you already know that a careful Needs Assessment is a critical part to not only finding the perfect vehicle for your customer, but also a step in establishing a long relationship with repeat and referral customers. In this eLearning, you’ll learn how refining your Needs Assessment skills is a critical element to becoming the best Sales Consultant you can be. Using the Volkswagen Jetta and its lineup as an example, and through sample customer interactions, you will have a chance to refresh, refine, and augment your Needs Assessment skills to become the best of the best.

Plug It In: Charging the e-Golf Course Number: 601043 This course introduces e-Golf dealership employees to the unique and all-electric Volkswagen e-Golf and a concept new to Volkswagen dealer personnel here in the US – charging an electric vehicle. This eLearning will take you through the various methods that are available to “fuel” the e-Golf with the electricity it needs to power you down the road. You’ll also learn about the at-home charging solution, as well as special considerations for e-Golf customers to charge “on-the-go” at charging stations nationwide.

Staying Connected with Volkswagen Car-Net Course Number: 600164 new

Volkswagen endeavors to offer your customers more ways than ever to remain connected to their car, their life, and to stay up-to-date with the latest traffic, weather and more, with Volkswagen Car-Net. This term encompasses three areas of customer connectivity: Guide & Inform, App-Connect, and Security & Service. After completing this course, you will: yy Be able to articulate the benefits of the SiriusXM Travel Link and Traffic integration as part of CarNet Guide & Inform yy Be able to articulate the benefits of the smartphone integration via Apple CarPlay, Android Auto, and MirrorLink as part of Car-Net App-Connect yy Be able to articulate the benefits of the multiple areas of remote vehicle access, vehicle health monitoring, family guardian features, and more, as part of Car-Net Security & Service

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Web-Based Training Touareg Product Introduction (model years 2015 to present) Course Number: 600954 The Touareg is known as the flagship vehicle of the Volkswagen brand in North America, and the refreshed and revised Touareg embodies its flagship status more than ever. The Touareg is equallyimpressive as a luxury SUV as well as a fully-capable all-terrain vehicle. Get to know the elegant design, the premium-class comfort, and the everyday practicality of the Touareg. In this Product Training eLearning and its accompanying Post-Assessment, you will also learn about: yy The many interior and exterior updates and changes to the Touareg yy The full suite of available Driver Assistance features yy The main competitors to the Touareg

Volkswagen Financial Products, Modules 1-9 Course Number: VCIWB01FPVW Learn the financial products you need for a Smart Transaction. As you build your expertise, your customers will feel that they’re getting a good deal, while you’ll improve or exceed your own income targets and those of the dealership. As a finance professional, you will contribute to an increase in customer loyalty to your dealership. After completing this course, you will be able to: yy Navigate the Financing Handbook online yy Access Bulletins for the latest programs and policies yy Describe the three ways a customer can take possession of a vehicle through Volkswagen Credit yy List Volkswagen’s branded ancillary products and the purpose of each yy Quantify the potential revenue stream created by ancillary products yy Explain the menu presentation and how it responds to Volkswagen’s demanding customers

Volkswagen Leadership Excellence (VLE) Basic Module 1 Course Number: 620152 The Volkswagen Leadership Excellence program (VLE) is designed as an elite training program to prepare Volkswagen Sales, Service, and Parts Managers to propel their performance as well as their team’s performance to a whole new level. Over the course of the program, which includes online training, instructor-led training, and individualized coaching session, each manager will receive highimpact and personalized training. This training will focus on financial management, leadership skills and development, marketing and customer satisfaction and loyalty, and operational management to optimize the inner-workings of the Sales and Service teams and the processes within the dealership.

Volkswagen Leadership Excellence (VLE) Basic Module 2 Course Number: 620252 The Volkswagen Leadership Excellence program (VLE) is designed as an elite training program to prepare Volkswagen Sales, Service, and Parts Managers to propel their performance as well as their team’s performance to a whole new level. Over the course of the program, which includes online training, instructor-led training, and individualized coaching session, each manager will receive highimpact and personalized training. This training will focus on financial management, leadership skills and development, marketing and customer satisfaction and loyalty, and operational management to optimize the inner-workings of the Sales and Service teams and the processes within the dealership.

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Certification 2016 • Sales Course Catalog

Web-Based Training Welcome to Management Course Number: 600204 This course introduces you to basic people-management concepts, with the objective of identifying the importance of the management function. It is a prerequisite to the instructor-led management course “Your Role as a People Manager,” and lays the conceptual foundation upon which to build more tactical, in-depth people-management skills. After completing this course, participants should be able to: yy Describe benefits of management training and identify resources for further training (ILT) yy Describe basic management training steps and skills for immediate use yy Identify existing Volkswagen assets to assist in daily management duties yy Demonstrate an understanding of sound management practices

Welcome to Volkswagen Course Number: 601104 As a new member of the Volkswagen family, you’re more than just an employee; you are now the face of Volkswagen. To help you understand your new family a little better, this course is designed to give you some background on Volkswagen as a company: how we got here and where we’re going. It is also designed to give you information on where to discover more about VW as well as access to useful tools and other training. After completing this course, participants should be able to: yy Describe a basic history of Volkswagen yy Describe the main ideas behind the essence of the Volkswagen Brand yy Identify the companies of Volkswagen AG yy Identify and access available online resources yy Identify sources for continued learning at VW

Certification 2016 • Sales Course Catalog

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Continuous Learning

Continuous Learning new

VW IQ Series

First Quarter Course Number: 600264 Second Quarter Course Number: 600364 Third Quarter Course Number: 600464 Fourth Quarter Course Number: 600564 VW IQ means more than just knowing facts and figures about Volkswagen models. It means knowing how to use what you know to enhance the public’s perception of the Volkswagen brand in terms of Initial Quality — I.Q. VW IQ is designed to help you gain the knowledge you need to best represent the Volkswagen brand through a series of short informa¬tional video segments with actionable items you can do to make a difference. The ability to take what you know and make a difference; that’s what VW IQ is about. By the end of the series, the participant will be able to: yy Better understand new Volkswagen technologies and features yy Take what they have learned and apply it directly to customer interactions yy Explain new technologies in a clear and concise format Before receiving credit for this course, the participant must: yy Complete the required number of video segments yy Successfully pass all video assessments for the required number of videos

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Certification 2016 • Sales Course Catalog

Certification 2016 After Sales Course Catalog Contents Instructor-Led Training Courses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Advanced Parts Operations Distance Training (In Dealership). . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Advanced VW Warranty Distance Training (In Dealership) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Customer Oriented Service Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Intro to VW Warranty Distance Training (In Dealership) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Managing and Retaining Your Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Managing Parts Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Parts Systems and Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Professional Selling in Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 new

Volkswagen Leadership Excellence: Series I Foundational Leadership. . . . . . . . . . . . . . . . 5

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Volkswagen Leadership Excellence: Series I Foundational Operations. . . . . . . . . . . . . . . . 5

Web-Based Training and Self-Study Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Advanced Accessories Selling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Advanced Claim Coding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Advanced Parts Inventory Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Building Your Business through Social Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Campaigns and Updates: Parts Inventory Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Campaigns and Updates: Driving the Customer Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Car-Net Service Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 CES Tool Webinar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Documentation Best Practices for Repair Orders and Customer Invoices. . . . . . . . . . . . . . . . . . 8 Greeting Customers with Care Micro Training Series . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Hybrid and EV High Voltage Safety. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Increasing Customer Loyalty Through Goodwill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Certification 2016 • After Sales Course Catalog

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Intermediate Claim Coding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Introduction to ElsaPro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction to ETKA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction to SAGA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction to the Service Core Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction to Volkswagen Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Making Parts More Retail Friendly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Making Service More Retail Friendly. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Managing a Retail-focused Parts Department . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Managing a Retail-focused Service Department . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Overview of Volkswagen Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Parts Inventory Management I . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Parts Inventory Management II. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Parts Manager Handbook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 new

Parts on Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Preliminary Claim Coding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Selling in Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Service Core Process: Dispatch & Diagnosis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Service Core Process: Follow-Up for a Positive Customer Experience . . . . . . . . . . . . . . . . . . . 13 Service Core Process: Parts Procurement & Servicing the Vehicle. . . . . . . . . . . . . . . . . . . . . . . 14 Service Core Process: Quality Control & Interactive Delivery. . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Service Core Process: Repair Authorization and Recommended Service . . . . . . . . . . . . . . . . . 14 Service Core Process: Service Initiation & Write-Up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Service Xpress – Service Consultant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 new

Staying Connected with Volkswagen Car-Net . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Volkswagen Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Volkswagen Warranty Basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 new

Warranty Parts Portal Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Welcome to Volkswagen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Welcome to the Volkswagen Parts Department . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 new

Working Out the Deal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Continuous Learning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 new

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VW IQ Series. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Certification 2016 • After Sales Course Catalog

Instructor Led Training

Instructor-Led Training Courses Advanced Parts Operations Distance Training (In Dealership) Course Number: 430156 • Duration: Three 90-minute sessions, consecutive weeks This distance training course, designed for Parts Consultants and Parts Managers, provides you with hands-on opportunities to practice the skills needed to perform more advanced procedures and operations through ETKA and Parts on Command. Having these skills increases your ability to successfully provide a positive experience for your customers. After completing this course, you will be able to: yy Order, track, and return the right parts using ETKA and Parts On Command yy Perform advanced procedures and reports through Parts On Command and your DMS yy Locate available tools to improve your performance in the Parts Department

Advanced VW Warranty Distance Training (In Dealership) Course Number: 750742 • Duration: Three 90-minute sessions, consecutive weeks Being a Volkswagen Warranty Administrator involves more than simply entering claims. In this distance learning program, you will enhance your knowledge by learning how to work with more complex claims and warranty scenarios. The three, 90-minute advanced sessions will provide Warranty Administrators an overview of labor operations, diagnosis, documentation and more! If you prefer classroom instruction, this program is also available to you in ILT format and either program will meet your certification requirements.

Customer Oriented Service Process Course Number: 710142 • Duration: 3 Days This course covers the specific skills and practices necessary to deliver a customer focused Volkswagen ownership experience in every facet of the service process. It’s well known that Service Consultants have a critical impact on the dealership and brand perception, and this course will ensure that Service Consultants improve their professional presence, customer focus and selling skills.

Intro to VW Warranty Distance Training (In Dealership) Course Number: 750642 • Duration: Three 90-minute sessions, consecutive weeks In this distance-learning program, created for those who are new to Volkswagen Warranty, you will build the foundation for success. Each of the three, 2-hour sessions will provide new Warranty Administrators an overview of the Warranty Website (WISE), vendor codes, ElsaPro, SAGA and more! If you prefer classroom instruction, this program is also available to you in ILT format (course code 750842) and either program will meet your certification requirements.

Managing and Retaining Your Employees Course Number: 700132 • Duration: 2 Days As a manager you are responsible for operational duties, managing sales results, marketing, and leading your team of people. As more workplaces are filled with multiple generations, leadership is changing too. This ILT promotes engaged, generational aware leadership through practice and collaboration.

Certification 2016 • After Sales Course Catalog

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Instructor Led Training Managing Parts Inventory Course Number: 740142 • Duration: 1 Day Parts Managers will build analytical skills to assist them in identifying operational gaps and opportunities such as the Next-Day Stock Order (NDSO), Suggested Stocking Analysis (SSA), and the Parts Performance Bonus (PPB) to enhance department efficiency. Once participants have identified opportunities they will develop solutions and action plans to manage their parts departments more effectively to increase revenue, level of service, retail business and customer satisfaction. The course will focus on how the Parts Department must work together with other departments at the dealership to ensure Customer Satisfaction. By the end of the course, participants will be able to: yy Identify how the Parts Department affects Customer Satisfaction and take steps toward continually improving the customer experience yy Analyze the Parts Department inventory to identify opportunities to improve fill rates, net profit, and coverage, eliminate obsolescence and increasing Service Department productivity and efficiency yy Apply parts management benchmarks and best practices to increase parts sales, and manage capital and margin yy Apply a problem-solving methodology to find solutions to day-to-day challenges in the Dealership

Parts Systems and Processes Course Number: 730142 • Duration: 1 Day In the course of your busy day, the better you understand the part numbering system and how to use Parts resources, the more quickly you are able to locate the part number and order the part you need. Being able to determine the correct part number and accurately order the right part through Parts On Command on your first try is one that yields multiple benefits for you. Having these skills increase your ability to successfully provide a positive customer experience for each of your customers, both those who come to the Parts counter and those working in the Service Department. This invaluable course for Parts Managers and Parts Consultants provides you with the opportunity to practice the skills you need to succeed through a series of partner and group challenges. After completing this one-day, instructor-led course, Parts Systems and Processes, you will be able to: yy Identify a part by main group, sub-group, modification code, color code, and remanufactured parts indicators, if applicable, using the part numbering system yy Demonstrate the process of decoding Vehicle Identification Numbers using a job aid yy Demonstrate successful navigation of the VW Hub/AccessAudi yy Demonstrate successful navigation in ETKA yy Demonstrate successful navigation through Parts On Command yy Describe how interactive communication skills might impact the outcome of a customer transaction

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Certification 2016 • After Sales Course Catalog

Instructor Led Training Professional Selling in Service Course Number: 710242 • Duration: 1 Day This 1-day course is will provide Service Consultants and Service Managers with important customer care skills and an understanding of how to make work life more efficient. Further, it will empower participants with selling techniques and the opportunity to practice these skills before returning to work. After Completing this course, participants will be able to: yy Apply communication skills and techniques to develop effective relationships with customers and workers yy Build lasting customer relationships by executing he service process consistently and professionally yy Retain customer base beyond the warranty period by developing strong personal relationships with individual customers yy Positively impact the measurable statistics of the Service Department yy Increase labor and parts sales through application of consultative selling skills yy Improve personal performance, dealership profitability and customer satisfaction.

Volkswagen Leadership Excellence: Series I Foundational Leadership Course Number: 620152 • Duration: 3 Days new

The Volkswagen Leadership Excellence program (VLE) is designed as an elite training program to prepare Volkswagen Sales, Service, and Parts Managers to propel their performance as well as their team’s performance to a whole new level. Over the course of the program, which includes online training, instructor-led training, and individualized coaching session, each manager will receive highimpact and personalized training. This training will focus on financial management, leadership skills and development, marketing and customer satisfaction and loyalty, and operational management to optimize the inner-workings of the Sales and Service teams and the processes within the dealership.

Volkswagen Leadership Excellence: Series I Foundational Operations Course Number: 620252 • Duration: 2 Days new

The Volkswagen Leadership Excellence program (VLE) is designed as an elite training program to prepare Volkswagen Sales, Service, and Parts Managers to propel their performance as well as their team’s performance to a whole new level. Over the course of the program, which includes online training, instructor-led training, and individualized coaching session, each manager will receive highimpact and personalized training. This training will focus on financial management, leadership skills and development, marketing and customer satisfaction and loyalty, and operational management to optimize the inner-workings of the Sales and Service teams and the processes within the dealership.

Certification 2016 • After Sales Course Catalog

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Web-Based Training

Web-Based Training and Self-Study Programs Advanced Accessories Selling Course Number: 701044 This course demonstrates specific skills that help you sell Genuine Volkswagen accessories. With a focus on actionable skills you will discover ways to identify needs, engage with customers and recommend accessories in a way that will increase the likelihood of a purchase decision. By the end of this course, you should be able to: yy Explain how to identify potential customer accessory needs yy Describe how to target specific accessories to each customer yy Demonstrate the difference between selling a “feature” and its benefit yy Explain how to overcome customer objections yy Demonstrate an ability to perform a “soft close” and to ask for the sale

Advanced Claim Coding Course Number: 750644 This course will help you learn the importance of checks and balances before entering a warranty claim and guaranteeing the claim will stand up upon review by Volkswagen. Additionally, you’ll learn what’s involved in reviewing a claim for accurate information, verifying supporting documentation, understanding how to navigate system tools used for coding and how to maneuver systems efficiently. After completing this course, you will be able to: yy Describe the importance of diligently following up on claims yy Demonstrate how to fix claims with WIN error messages yy Describe the claim adjustment process (update, correct, resend) yy Identify the requirements of a Warranty Specialist follow-up yy Demonstrate the appeal process yy Identify the elements of an audit trail yy Demonstrate mastery by successfully following up on claims in sample scenarios, using available resources

Advanced Parts Inventory Management Course Number: 440404 This course helps Parts Managers understand how effective parts inventory management can have a positive effect on Parts Department efficiency and profitability. Upon completion of this course, Parts Managers will be able to: yy Explain the key performance indicators (KPIs) for effective parts inventory management yy Understand and practice the formulas necessary to calculate KPIs in order to compare them to established benchmarks yy Utilize tools such as the Parts Statistical Analysis Report and the Parts Inventory Department Checklist

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Certification 2016 • After Sales Course Catalog

Web-Based Training Building Your Business through Social Media Course Number: 701244 The purpose of this course is to teach you how to use social media at your dealership in order to keep you more connected with your customers while increasing business and profit at your dealership. After completing this eLearning course, you should be able to: yy Explain the purpose and benefits of utilizing social media at your dealership yy Create goals for your social media platform yy Develop and implement your own social media strategy yy Manage your reputation through social media and third party sites yy Define success for your social media strategy

Campaigns and Updates: Parts Inventory Management Course Number: 449324 This course is designed to help dealers provide the greatest level of service by having the necessary parts available for customers when their vehicle is involved in a Campaign. Our methodology for allocating these parts is explained, and tools are provided to assist dealers in understanding and projecting their Campaign parts allocation. By the end of this course, you should be able to: yy Demonstrate a general understanding of Campaign parts allocation yy Explain how populations are assigned to dealers yy Describe the Upper Order Limits process for Campaigns yy Accurately project parts requirements during a Campaign yy Explain the reason for a Parts Return Block in the final weeks of a Campaign.

Campaigns and Updates: Driving the Customer Experience Course Number: 719214 In order to drive up customer experience, Volkswagen of America may elect to create updates for vehicles. This WBT shows dealership employees how to present these updates to customers as a value add and ensure that their Volkswagen is operating to its best potential.

Car-Net Service Leads Course Number: 601444 The Volkswagen Car-Net Service Leads portal offers significant profit opportunities for your dealership. When used correctly, it will provide diagnostic and maintenance information to help keep your customer’s vehicle running in top condition while providing additional service maintenance opportunities. The course objectives include: yy The Volkswagen Car-Net Service Leads portal is a window into your Car-Net customer’s service lifecycle that can generate additional service opportunities for your dealership yy With the monthly Vehicle Health Report, you can automatically track the service condition of a customer’s vehicle and, when needed, send reminders for maintenance and service repairs. It’s a powerful tool that can help you grow the service business in your dealership.

Certification 2016 • After Sales Course Catalog

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Web-Based Training CES Tool Webinar Course Number: 720138 The Customer Experience Survey Tool (CES) is a powerful tool to access the voice of the customer. This webinar will show you functionality and navigation of the web based CES tool.

Documentation Best Practices for Repair Orders and Customer Invoices Course Number: 701144 This WBT explores the impact of Repair Order and Customer Invoice documentation on customer satisfaction. In addition, you’ll find information on the Better Business Bureau’s Customer Dispute Resolution process. Documentation best practices are also shared, along with guidance on how to address unique situations.

Greeting Customers with Care Micro Training Series Course Number: 709237 Cashiers, Greeters, Receptionists and Appointment Coordinators are on the front line of customer care. These job roles do more than simply say, “hello.” They make a first impression on each and every one of a Volkswagen dealership’s customers and potential customers. By the end of this course, the participants will be able to: yy Identify their role in customer care yy Start a customer focused conversation yy Serve their department and satisfy a customer during busy times

Hybrid and EV High Voltage Safety Course Number: 890104 This course introduces dealership employees to Volkswagen Hybrids and the safety precautions that need to be observed that are unique to a hybrid vehicle. This course contains 2 paths, one for nontechnical dealer employees and one for service employees, to highlight the procedures and precautions that need to be observed from different dealership roles.

Increasing Customer Loyalty Through Goodwill Course Number: 701744 The Customer Loyalty Assistance Program equips you to offer goodwill, but it’s important to know how to identify the correct customer, the correct occasion, and how to present the appropriate goodwill offer. The purpose of this course is to help you understand: yy What the Customer Loyalty Assistance Program is and how it works yy How to identify the right candidates for Customer Loyalty Assistance yy How to present those offers yy How claims work yy How self-authorization works at your dealership

Intermediate Claim Coding Course Number: 759934 This course will help you learn the importance of checks and balances before entering a warranty claim and guaranteeing the claim will stand up upon review by Volkswagen. Additionally, you’ll learn what’s involved in reviewing a claim for accurate information, verifying supporting documentation, understanding how to navigate system tools used for coding and how to maneuver systems efficiently. 8

Certification 2016 • After Sales Course Catalog

Web-Based Training Introduction to ElsaPro Course Number: 700444 ElsaPro, a world-wide application which replaces ElsaWeb, is designed to work smoothly in your dealership’s Service Department to provide more efficient, accurate and time saving operations in all areas of the Service Core Process. The Introduction to ElsaPro WBT will cover ElsaPro Navigation and explores the role of ElsaPro within the Service Core process. Also examined are the benefits of DMS integration with ElsaPro.At the completion of this course, you will be able to: yy Demonstrate understanding of the benefits of ElsaPro yy Demonstrate the Application of the new ElsaPro features as related to the Service Core Process yy Demonstrate understanding of the benefits of DMS integration with ElsaPro yy After completion of this course, additional modules will be available which will cover use of ElsaPro with specific DMS providers.

Introduction to ETKA Course Number: 401203 SSP ETKA 7.3 brings you numerous new features and capabilities to make your job of satisfying customers even easier. This ETKA Self-Study Program is designed to help you walk through and begin to learn the navigation, features, and functions of ETKA 7.3 at your own pace.

Introduction to SAGA Course Number: 753704 This overview course describes the basic functions of the SAGA system. It will explore the SAGA interface and the function of tabs, icons and data fields. It will explain how to find help within the system, as well as the basic flow of claims through SAGA. Upon completion, learners will be able to access and use the SAGA system as well as find and track claims. Objectives: By the end of the course, the participant will be able to: yy Explain the basic functions of the SAGA system yy Describe functions of specific icons and tabs within the SAGA interface yy Outline the flow of a claim through SAGA yy Use SAGA for entering, processing, and tracking claims yy Discover Help resources within the system

Introduction to the Service Core Process Course Number: 701844 Description: This course is an introduction to the Volkswagen Service Core Process. It explains the steps in the process and the roles and responsibilities in each step as well as how all steps in the process are designed to support delivery of a consistently high-quality customer experience. The course also models effective behaviors that support teamwork among After Sales staff (including Dispatch, Parts, Technicians, Warranty Administrators and Cashiers) to meeting customer expectations of the Volkswagen service experience. After completing this course, participants will be able to: yy Describe the steps in the Service Core Process yy Explain the roles played in the process and the people responsible yy Explain how the Service Core Process supports a positive customer experience yy Locate and use relevant tools and resources to improve your skills Certification 2016 • After Sales Course Catalog

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Web-Based Training Introduction to Volkswagen Accessories Course Number: 710154 This course is designed to build your knowledge of Volkswagen Accessories and provide you with the tools and techniques to develop an accessories strategy at your dealership. As you learn more about the types of accessories as well as how to prepare your dealership to sell accessories, you will be able to experience more success selling Volkswagen Accessories. By the end of this training, you should be able to: yy Show how you, your dealership and the customer benefit when they purchase genuine Volkswagen Accessories yy Demonstrate knowledge of how and when to introduce accessories to customers yy Recognize the benefits of Dealer-installed and Port-installed accessories as well as packaging accessories together with installation Locate the available tools that support an increase in accessories sales and marketing at the dealership (PoP, display vehicles)

Making Parts More Retail Friendly Course Number: 433504 When people walk into an aftermarket parts store, they find themselves in a typical retail setting: items for sale are attractively displayed and priced, and someone immediately greets them in a welcoming manner. From that point, the staff continues to engage the customer in subtle, yet effective ways. This course presents best practices that Parts Consultants can use to make customers feel welcome, comfortable, and involved in choosing vehicle parts and accessories. These practices build trust and customer loyalty—to you as well as to your dealership. By the end of the course, the participant will be able to: yy Explain customer expectations for the retail parts experience yy Describe how being retail friendly supports customer expectations yy Modify behaviors that are not retail friendly yy Establish practices and behaviors that are retail friendly

Making Service More Retail Friendly Course Number: 713304 When people walk into an independent repair facility, they find themselves in a typical retail setting: services are listed and priced, items for sale are merchandised and priced, and someone immediately greets them in a welcoming manner. From that point, the staff continues to engage the customer in subtle, yet effective ways. This course presents best practices that Service Consultants can use to make customers feel welcome, comfortable, and involved in taking care of their vehicles. These practices build trust and customer loyalty—to you as well as to your dealership. By the end of the course, the participant will be able to: yy Articulate customer expectations for the Service Process yy Describe how being retail friendly supports customer expectations yy Modify behaviors that are not retail friendly yy Establish practices and behaviors that are retail friendly Manager’s Guide to Warranty

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Certification 2016 • After Sales Course Catalog

Web-Based Training Managing a Retail-focused Parts Department Course Number: 443604 When people walk into an aftermarket parts store, they find themselves in a typical retail setting: items for sale are attractively displayed and priced, and someone immediately greets them in a welcoming manner. From that point, the staff continues to engage the customer in subtle, yet effective ways. This course presents best processes, practices and techniques that Parts Managers can implement to make customers feel welcome, comfortable, and involved in choosing vehicle parts and accessories. Becoming retail-friendly builds trust and customer loyalty—to you as well as to your dealership. By the end of the course, the participant will be able to: yy Explain customer expectations for the retail parts experience yy Describe how being retail friendly supports customer expectations yy Eliminate or modify processes, practices/behaviors and techniques that are not retail friendly yy Establish processes, practices, and techniques that are retail friendly, including parts cost averaging; parts pricing displays/boards; parts discounts, coupons and specials; frequent buyer programs, etc. yy Coach and monitor Parts Consultant’s retail friendly performance

Managing a Retail-focused Service Department Course Number: 723404 When people walk into an independent repair facility, they find themselves in a typical retail setting: services are listed and priced, items for sale are merchandised and priced, and someone immediately greets them in a welcoming manner. From that point, the staff continues to engage the customer in subtle, yet effective ways. This course presents best practices that Service Managers can implement to make customers feel welcome, comfortable, and involved in taking care of their vehicles. These practices build trust and customer loyalty—to you as well as to your dealership. By the end of the course, the participant will be able to: yy Explain customer expectations for the Service Process yy Describe how being retail friendly supports customer expectations yy Eliminate or modify existing processes, practices/behaviors, and techniques that are not retail friendly

Overview of Volkswagen Products Course Number: 600104 What sets Volkswagen vehicles apart from other vehicles? It’s Volkswagen’s unique features, and owners that appreciate what Volkswagen has to offer. In Overview of Volkswagen Products, you will: yy Learn about the unique selling features found on Volkswagen models yy Equip yourself with information to better enable you to answer your customer’s questions yy Explore sample customer profiles to better understand the Volkswagen customer, and what they expect from their Volkswagen experience

Certification 2016 • After Sales Course Catalog

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Web-Based Training Parts Inventory Management I Course Number: 410501 Upon completion of this WBT, 410501, you will be able to: yy Identify an effective process for parts receiving yy Organize your parts inventory for best results yy Ensure you have the parts you need - and only the parts you need yy Calculate inventory turns and stock order performance to monitor the effectiveness of your parts operation

Parts Inventory Management II Course Number: 440134 Historically, Parts Managers have used their DMS to manage parts inventory. With the onset of Suggested Stock Assortment and Next Day Stock Order - the game has changed. By the end of this training you will be able to: yy Describe Key Performance Indicators that drive inventory management yy Explain how NDSO and SSA influence your inventory management decisions yy Utilize reports effectively yy Explain why regular maintenance is an important part of a dynamic inventory management strategy yy Apply strategic purchasing and inventory reduction adjustments to optimize parts revenue yy Develop effective inventory management techniques for special stocking situations

Parts Manager Handbook Course Number: 448833 SSP Volkswagen of America has a Parts Manager Handbook posted on vwHub.com. It covers important operational information that is critical to parts managers early in their career with Volkswagen. This Assessment includes questions on the various sections of the handbook.

Parts on Command Course Number: 430164 new

Parts on Command is the tool that dealers use to order Parts. This Parts On Command (POC) webbased training will provide you with the knowledge to make you comfortable and effective while using POC, so you are able to: yy Use POC to look up material information, invoices, and order tracking yy Streamline processes by eliminating order delays and duplications yy Navigate quickly to whatever POC function you need to use yy Provide the input that produces the results you want yy Follow a sequence of steps so that you do not need help for routine transactions

Preliminary Claim Coding Course Number: 759834 This course is an introduction to the fundamentals of Warranty Claim Coding. Understanding and using these codes correctly will help ensure accurate claim input and timely payment. Included in the course are modules on; Service Numbers, Damage Codes, Claim Types, Labor Operations, Time Units, Part Manufacturer/Vendor Codes, and Additional Resources.

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Certification 2016 • After Sales Course Catalog

Web-Based Training Selling in Service Course Number: 701644 In this eLearning, you will discover what skills and behaviors are needed to become a successful sales professional in the Service Department. The perception of being a “sales guy” can have negative connotations in the automotive business. The purpose of this course is to break that perception and acknowledge that Service Consultants ARE in the business of selling, and it’s ok! By the end of this course, you will be able to: yy Understand basic sales skills yy Describe how to implement the sales process in After Sales yy Leverage relationship-based selling techniques to increase sales in After Sales yy Create a monthly sales goal

Service Core Process: Dispatch & Diagnosis Course Number: 702044 Once the customer has agreed to have their car serviced at your dealership, it is up to you to deliver. Beginning with Service Initiation, how well you execute each step of the Service Core Process will significantly impact the following step. This course will teach effective Dispatch and Diagnosis procedures including: Prioritizing the RO; scheduling the work; and preparing the vehicle for service. Following best practices from the Volkswagen Service Core Process through Dispatch and Diagnosis will promote transparency throughout the Dealership and make Authorization and Associated Selling more seamless and comfortable for both you and the customer. By the end of the course, participants will be able to: yy Explain the benefits of proper Dispatch and Diagnosis yy Properly utilize shop resources to ensure timely dispatch of all work yy Properly document a repair order yy Properly handle any “no problem found” situation yy Ensure the vehicle is Fixed Right the First Time yy Locate and use relevant tools and resources to improve your skills and create a more positive customer experience

Service Core Process: Follow-Up for a Positive Customer Experience Course Number: 702444 Follow Up is the key to closing the loop with the customer, and includes contacting the customer after taking delivery of the serviced vehicle in order to show appreciation for their business and to gauge their satisfaction with the service experience. Following best practices from the Volkswagen Service Core Process through Follow Up will strengthen the trusting relationship between you and your customer and help procure repeat business, referrals, and future success for you and your dealership. By the end of the course, participants will be able to: yy Explain the benefits of following up with the customer yy Establish an internal Follow Up process with every customer yy Properly prepare customers for external Follow Up yy Demonstrate how to properly react to customers who indicate concern with service yy Locate and use relevant tools and resources to improve your skills and create a more positive customer experience Certification 2016 • After Sales Course Catalog

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Web-Based Training Service Core Process: Parts Procurement & Servicing the Vehicle Course Number: 702244 Properly servicing the customer’s vehicle means: procuring all necessary parts for each repair and staying informed of any issues; working systematically and according to the repair manual and maintenance schedule, and confirming that all work specified is completed and concerns are resolved to the satisfaction of the customer; verifying that requested service(s) have been performed and properly documented on the repair order; and returning the vehicle to the customer in better condition than when it was dropped off. Following best practices from the Volkswagen Service Core Process through Vehicle Service will promote a trusting relationship between you, the Technician, and your customer and help ensure expectations are exceeded. By the end of the course, participants will be able to: yy Explain the benefits of following the Volkswagen process for servicing the vehicle yy Maintain a constant stream of communication with the customer yy Ensure the vehicle is fixed right the first time yy Deliver results that meet and exceed customer expectations yy Locate and use relevant tools and resources to improve your skills and create a more positive customer experience

Service Core Process: Quality Control & Interactive Delivery Course Number: 702344 The customer’s service experience doesn’t end as soon as any repairs are finished. It is critical that you deliver the serviced vehicle back to the customer in an interactive manner that demonstrates completion of all work and ensures that the customer understands the work, charges and value received. This step can make or break the customer’s experience with their dealer as it creates a lasting impression of the dealership’s professionalism and level of expertise. Following best practices from the Volkswagen Service Core Process through Interactive Delivery will help ensure the customer’s experience is positive and that they’re comfortable with you and your Dealership. By the end of the course, participants will be able to: yy Explain the benefits of performing an Interactive Delivery yy Explain the steps involved for a proper vehicle delivery yy Deliver results that meet and exceed customer expectations yy Locate and use relevant tools and resources to improve your skills and create a more positive customer experience

Service Core Process: Repair Authorization and Recommended Service Course Number: 702144 Now that the vehicle has been properly Dispatched and Diagnosed, it’s your responsibility to get the customer’s approval for any and all services to be performed. This involves reviewing and thoroughly understanding all the work and charges, clearly communicating these and the benefits to customers, recommending additional work, and securing authorization to proceed with the work. Following best practices from the Volkswagen Service Core Process through Repair Authorization and Associated Selling will promote a trusting relationship between you and your customer and make Vehicle Service seamless and comfortable for the customer, the Technician, and you.

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Certification 2016 • After Sales Course Catalog

Web-Based Training Continuation of Service Core Process: Repair Authorization and Recommended Service By the end of the course, participants will be able to: yy Explain the benefits of following the Volkswagen process for authorizing repairs and associated services yy Recognize that building sales and building relationships are not exclusive of each other yy Properly document all service authorizations or rejections on a repair order yy Follow the proper process to allow the customer to feel comfortable with any additional repairs yy Locate and use relevant tools and resources to improve your skills and create a more positive customer experience

Service Core Process: Service Initiation & Write-Up Course Number: 701944 When customers call or walk into a Volkswagen Service Department, do they find themselves immersed in a customer-focused process? Are they treated in the manner they’ve come to expect from doing business with other high-end retailers? What, in fact, do customers expect during Service Reception? This course presents best-practices to ensure customers will feel welcome, listened to, and appropriately handled during the Service Initiation and Write Up steps of the Service Core Process. Delivering a customer-focused experience up front in the process builds trust, repeat business and greater loyalty to you as well as to your dealership. By the end of the course, participants will be able to: yy Understand customer expectations for Service Reception yy Recognize processes, practices and behaviors that are not customer-focused yy Identify, incorporate and apply best practices to meet specific customer expectations yy Identify and eliminate potential Dealership obstacles in the Service Initiation and Write-up steps of the Service Core Process yy Recognize the importance and benefits of properly following the Volkswagen Service Core Process yy Deliver results that meet and exceed customer expectations yy Locate and use relevant tools and resources to improve your skills and create a more positive customer experience

Service Xpress – Service Consultant Course Number: 716514 Service Xpress is a customer oriented express service concept that puts you into the role of Dedicated Service Xpress Service Consultant. By the end of this course you will be able to: yy Identify how the Service Xpress process differs from the traditional service process yy Identify your role in Service Xpress

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Web-Based Training Staying Connected with Volkswagen Car-Net Course Number: 600164 new

Volkswagen endeavors to offer your customers more ways than ever to remain connected to their car, their life, and to stay up-to-date with the latest traffic, weather and more, with Volkswagen Car-Net. This term encompasses three areas of customer connectivity: Guide & Inform, App-Connect, and Security & Service. After completing this course, you will: yy Be able to articulate the benefits of the SiriusXM Travel Link and Traffic integration as part of Car-Net Guide & Inform yy Be able to articulate the benefits of the smartphone integration via Apple CarPlay, Android Auto, and MirrorLink as part of Car-Net App-Connect yy Be able to articulate the benefits of the multiple areas of remote vehicle access, vehicle health monitoring, family guardian features, and more, as part of Car-Net Security & Service

Volkswagen Care Course Number: 601243 Understanding how the Volkswagen Care and Volkswagen Care Plus programs work for your customers can positively impact their perception of the cost of ownership. According to J.D. Power, high maintenance costs have been a reason why customers rejected our brand. The Volkswagen Care programs, beginning with Carefree Maintenance, can change this perception. This course will help you understand how the Volkswagen Care programs work and how to sell them to your customers. When this course is completed you will have an understanding of: yy The specifics of the Volkswagen Care and Volkswagen Care Plus programs yy The benefits of Volkswagen Care and Volkswagen Care Plus to customers and dealers yy Selling tips and techniques on how to overcome objections yy How to use the Volkswagen Care Management System for filling out, submitting and searching for contracts

Volkswagen Warranty Basics Course Number: 705144 The purpose of this web-based training is to build your knowledge of Volkswagen Warranty and provide you with tools and techniques to understand and successfully communicate the intricacies of Volkswagen Warranty with your customers. By the end of this training, you should be able to: yy Identify the purpose and benefits of warranty yy What is warranty and how does it work yy Identify roles in your dealership as they relate to warranty administration, the Volkswagen customer and your internal process yy Properly identify the available warranties and coverage yy Demonstrate the ability to locate and access Volkswagen warranty resources yy Identify and access available special programs

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Certification 2016 • After Sales Course Catalog

Web-Based Training Warranty Parts Portal Overview Course Number: 750167 new

In a dealership, returning parts based on requests from the manufacturer is a critical part of the Warranty Claim process. VWGoA has made process improvements and streamlined how dealers access and fulfill part return requests, which is outlined in this video-based eLearning. Participants will learn the various functions of the Warranty Parts Portal to ensure proper shipment, tracking and debiting of all warranty parts requested for return.

Welcome to Volkswagen Course Number: 601104 As a new member of the Volkswagen family, you’re more than just an employee; you are now the face of Volkswagen. To help you understand your new family a little better, this course is designed to give you some background on Volkswagen as a company: how we got here and where we’re going. It is also designed to give you information on where to discover more about VW as well as access to useful tools and other training. After completing this course, participants should be able to: yy Describe a basic history of Volkswagen yy Describe the main ideas behind the essence of the Volkswagen Brand yy Identify the companies of Volkswagen AG yy Identify and access available online resources yy Identify sources for continued learning at VW

Welcome to the Volkswagen Parts Department Course Number: 430604 This course for Parts Managers and Parts Consultants is an introduction to an Volkswagen Parts Department. The course covers the basic information needed to be able to begin practicing the Parts processes of deciphering VINs, understanding part numbers, and of looking up and ordering a part for a specific vehicle. The course will model these processes, which form the basis of a successful customer experience. The course will also cover the available online Parts resources, which support success in the Parts Department. After completing this course, you will be able to: yy Describe the part numbering system yy Identify a part by main group and sub-group, as well as modification code, color code, and remanufactured parts indicators if applicable, using the part numbering system yy Describe the process of decoding VIN numbers yy Describe some highlights of ETKA yy Describe the functions of Parts On Command yy Demonstrate how to explore ETKA, Parts On Command, and vwhub.com yy List available Parts resources that can contribute to your success

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Web-Based Training Working Out the Deal Course Number: VCIWB01WODV16 new

Volkswagen endeavors to offer your customers more ways than ever to remain connected to their car, their life, and to stay up-to-date with the latest traffic, weather and more, with Volkswagen Car-Net. This term encompasses three areas of customer connectivity: Guide & Inform, App-Connect, and Security & Service. After completing this course, you will: yy Be able to articulate the benefits of the SiriusXM Travel Link and Traffic integration as part of Car-Net Guide & Inform yy Be able to articulate the benefits of the smartphone integration via Apple CarPlay, Android Auto, and MirrorLink as part of Car-Net App-Connect yy Be able to articulate the benefits of the multiple areas of remote vehicle access, vehicle health monitoring, family guardian features, and more, as part of Car-Net Security & Service

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Certification 2016 • After Sales Course Catalog

Continuous Learning

Continuous Learning new

VW IQ Series

First Quarter Course Number: 600264 Second Quarter Course Number: 600364 Third Quarter Course Number: 600464 Fourth Quarter Course Number: 600564 VW IQ means more than just knowing facts and figures about Volkswagen models. It means knowing how to use what you know to enhance the public’s perception of the Volkswagen brand in terms of Initial Quality — I.Q. VW IQ is designed to help you gain the knowledge you need to best represent the Volkswagen brand through a series of short informational video segments with actionable items you can do to make a difference. The ability to take what you know and make a difference; that’s what VW IQ is about. By the end of the series, the participant will be able to: yy Better understand new Volkswagen technologies and features yy Take what they have learned and apply it directly to customer interactions yy Explain new technologies in a clear and concise format Before receiving credit for this course, the participant must: yy Complete the required number of video segments yy Successfully pass all video assessments for the required number of videos

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Certification 2016

Technical Course Catalog Contents Instructor-Led Training Courses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Automatic Transmission: Operation and Diagnosis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Brakes, Handling and Safety Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Diagnosis and Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Diagnostic Technician Exam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Diagnostic Technician Hands-On Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 e-Golf: Get Plugged In for Technicians. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Electrical Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Engine Management Systems – Level I . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Engine Management Systems – Level II. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Engine Mechanical Diagnosis and Repair. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Heating, Air Conditioning and Climate-Control Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 High Voltage Technician (HVT). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Input and Output Diagnosis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Manual Transmission – Operation and Diagnosis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Networking Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 TDI Diesel Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Volkswagen Convertibles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Volkswagen Electrical Diagnosis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Volkswagen Scan Tools and ODIS Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 VW Alignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

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Web-Based Training Courses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Documentation Best Practices for Repair Orders and Customer Invoices. . . . . . . . . . . . . . . . . . 9 How to Read Wiring Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Hybrid and EV High Voltage Safety. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction to Automatic Transmissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction to Electrical Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction to ElsaPro. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction to Engine Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction to Manual Transmissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Introduction to Volkswagen Alignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Introduction to Volkswagen Networking Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Perfect Delivery 360 for Technicians. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 new

Staying Connected with Volkswagen Car-Net. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

The Volkswagen 2.0L Third Generation TDI Engine. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Volkswagen Braking Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Volkswagen Heating, Ventilation and Air Conditioning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Volkswagen Warranty Basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Shop Foreman Management Specialist Courses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 CES Tools: Analysis for Improvement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Introduction to the Service Core Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

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Certification 2016 • Technical Course Catalog

Instructor Led Training

Instructor-Led Training Courses Students should bring applicable printed Self-Study Programs to class.

Automatic Transmission: Operation and Diagnosis Course Number: 851502 • Duration: 3 Days Automatic Transmission: Operation and Diagnosis 851502 teaches technicians automatic transmission operation, identification, maintenance checks, diagnosis, selected repair procedures and road testing. After attending this course, the technician will be able to: yy Identify the various components involved in automatic transmission operation yy Demonstrate understanding of the differences between the various Volkswagen automatic transmissions. yy Perform an effective road test to verify customer concerns and evaluate the condition of the transmission yy Follow a logical diagnosis and repair process yy Determine probable failures from the clutch and solenoid application charts yy Identify problems with fluid level and condition yy Set the fluid level according to specifications yy Use special tools to diagnose and repair customer’s transmission related concerns yy Identify the root cause of a transmission operating concern or failure yy Address common concerns and repairs

Brakes, Handling and Safety Systems Course Number: 860152 • Duration: 3 Days The Brakes, Handling, and Safety Systems three-day course explores the operation, diagnosis and repair of brakes, handling, and airbag systems on current model vehicles. Upon completion of this class, technicians will be able to: yy Perform the following on ABS and ESC systems: ––Describe a logical approach ––Monitor normal system operation using Measuring Value Blocks ––Verify system operation using solenoid output checks ––Perform system diagnosis to locate ABS & ESC concerns ––Perform component testing and basic settings ––Confirm proper system operation after repairs yy Perform the following on airbag and safety systems: ––Identify and locate airbag and safety system components ––Locate service information for key airbag-related procedures ––Diagnose airbag system concerns ––Follow procedures for airbag systems ––Perform wiring repairs on airbag wiring harnesses, using the VAS 1978 wiring repair kit yy Complete required administrative, safety and environmental procedures.

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Instructor Led Training Diagnosis and Documentation Course Number: 811602 • Duration: 2 Days Diagnosis and Documentation 811602 is designed to reinforce core competencies for technicians to help them develop better diagnostic and documentation skills. After completing this course, the technician will be able to: yy Apply the repair logic process to repair failures on current Volkswagen models yy Document your processes yy Understand what the Warranty team requires for a successfully completed repair order yy Use the repair order as an effective communication tool

Diagnostic Technician Exam Course Number: 800232 • Duration: 2 Days This course is the follow up to the Diagnostic Technician course 800132. This will be an individual series of assessments on diagnosing Volkswagen vehicles. Participants will be awarded a pass or fail grade determined by the results of the activities in the course.

Diagnostic Technician Hands-On Assessment Course Number: 800132 • Duration: 2 Days The course will assess the technicians ability to diagnose several different types of concerns and properly document these repairs. The course will consist of hands on exercises, written tests and verbal communication skills. Upon completion of this course the participant will be aware of his/her strengths and weaknesses and have the opportunity to improve on these skills prior to attending the 800232 Diagnostic Technician Assessment course.

e-Golf: Get Plugged In for Technicians Course Number: 890242 • Duration: 2 Days The participant will be introduced the the e-Golf, Volkswagen’s electric vehicle. Functionality, technology and service procedures will be discussed and practiced.

Electrical Systems Course Number: 871600 • Duration: 3 Days Electrical Systems 871600 teaches technicians electrical theory, circuit design, wiring diagrams, diagnostic procedures and wiring repair. After completing this course, the technician will be able to diagnose and repair electrical faults using Volkswagen’s resources and tools. Technicians are encouraged to bring their own multimeter (DVOM) to the course.

Engine Management Systems – Level I Course Number: 841002 • Duration: 3 Days Engine Management Systems – Level I 841002 teaches technicians the proper skills and procedures needed to test, diagnose and repair current engine systems. After completing this course, the technician will be able to: yy Understand the theory of operation of the components in the engine management system yy Use current service repair information to locate proper procedures and specifications yy Perform testing of electrical, fuel and intake systems 4

Certification 2016 • Technical Course Catalog

Instructor Led Training Continuation of Engine Management Systems – Level I yy Understand OBD II standards and readiness code-setting procedures yy Perform diagnosis using the Scan Tool yy Perform pin-out tests using the VAG 1598 and VAG 1594

Engine Management Systems – Level II Course Number: 842002 • Duration: 3 Days Engine Management Systems – Level II 842002 allows technicians the opportunity to practice the application of critical thinking skills and repair logic with regard to a variety of drivability concerns. The technician will think beyond the printed repair information to isolate no-code failures, enhanced emissions failures and sporadic problems. After completing this course, the technician will be able to: yy Analyze Measuring Value Block data yy Apply knowledge of System Authority yy Isolate mechanical problems affecting engine performance

Engine Mechanical Diagnosis and Repair Course Number: 821202 • Duration: 4 Days Engine Mechanical Diagnosis and Repair 821202 provides technicians the skills needed to test, diagnose and repair engine mechanical problems. After completing this course, the technician will be able to: yy Perform proper procedures for engine testing, disassembly, inspection, measurement and reassembly yy Properly perform scheduled mechanical maintenance procedures

Heating, Air Conditioning and Climate-Control Systems Course Number: 881702 • Duration: 2 Days Heating, Air Conditioning and Climate-Control Systems 881702 teaches technicians the theory and repair procedures needed to service heating, A/C and Climatronic systems. After completing this course, the technician will be able to: yy Evaluate HVAC system performance. yy Perform refrigerant recovery, recycling, evacuation and recharging. yy Demonstrate a logical diagnostic process to diagnose and repair refrigerant system concerns. yy Demonstrate a logical diagnostic process to diagnose and repair HVAC system electrical circuits. Demonstrate how to use a scan tool to diagnose HVAC system concerns. yy Verify that HVAC system repairs were performed properly to increase both Fixed Right the First Time and Customer Loyalty

High Voltage Technician (HVT) Course Number: 890302 • Duration: 2 days This course will cover safety and procedures necessary to de-energize the high voltage systems on Volkswagen high voltage vehicles and secure and verify against re-energization and will also cover the return to service procedure. yy The Jetta Hybrid and the Touareg Hybrid will be covered in this class.

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Instructor Led Training Input and Output Diagnosis Course Number: 870292 • Duration: 2 Days Input and Output Diagnosis 870292 will build your electrical foundation through continual practice of viewing and diagnosing vehicle system inputs and outputs. You will understand which of the electrical diagnostic tools should be used for each type of diagnosis. After completing this course, the technician will be able to: yy Demonstrate the positive and negative aspects of different electrical testing tools yy Demonstrate the advantages of diagnosing systems using a digital storage osciilloscope in place of a digital volt ohmmeter (DVOM). yy Demonstrate the ability to diagnose: ––Power supplies ––Ground points ––Switches ––Sensors ––Actuators ––Relays

Manual Transmission – Operation and Diagnosis Course Number: 851700 • Duration: 2 Days This course teaches technicians the practical procedures necessary for transmission service and repair, including diagnosis, disassembly, inspection and reassembly. Also covered are shift-linkage service and adjustment. After completing this two-day course, you will be able to: yy Perform proper road-test procedures yy Diagnose manual transmission concerns yy Identify the root causes of transmission operating concerns yy Disassemble and reassemble Volkswagen manual transmissions yy Examine and evaluate all components in the transmission yy Perform proper adjustments of all clearances and pre-loads in the transmission yy Perform post-repair quality assurance procedures

Networking Systems Course Number: 872602 • Duration: 2 Days Networking Systems 872602 teaches the technician how to diagnose and repair networking systems. After completing this course, the technician will be able to: yy Demonstrate the ability to configure the DSO to view and analyze high and low speed Controller Area Network (CAN) waveforms. yy Demonstrate the ability to configure the DSO to view and analyze Local Interconnect Network (LIN) waveforms. yy Demonstrate the ability to use the scan tool to analyze the Media Oriented Systems Transport (MOST) bus. yy Develop a logical diagnostic process that locates and repairs concerns in vehicle networking systems, increasing both Fixed Right the First Time and Customer Loyalty.

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Certification 2016 • Technical Course Catalog

Instructor Led Training TDI Diesel Engine Course Number: 841102 • Duration: 4 Days This course provides technicians with the skills needed to diagnose and repair common TDI mechanical and drivability concerns. After completing this four day course, you will be able to: yy Explain the operating principles of diesel engines yy Explain the operating principles of the Thermal Management yy Explain the operating principles of the Fuel System yy Explain the operating principles of the Emissions System yy Explain the operating principles of the Selective Catalyst Reduction System yy Understand quality-assurance procedures yy Diagnose current diesel engine management systems yy Demonstrate a logical diagnostic procedure yy Properly perform service and repair procedure

Volkswagen Convertibles Course Number: 891702 • Duration: 2 Days Volkswagen Convertibles 897102 provides an overview of the Beetle Convertible. After completing this course, the technician will be able to perform the following tasks: yy Identify electronic and hydraulic components yy Perform emergency open and close procedures yy Diagnose a malfunctioning top yy Identify normal maintenance procedures yy Recognize current concerns yy Demonstrate correct top repair procedures for current concerns yy Demonstrate removal, installation and adjustment of side windows and regulators

Volkswagen Electrical Diagnosis Course Number: 870162 • Duration: 3 days This course allows technicians the opportunity to practice the application of critical thinking skills and repair logic with regard to a variety of customer concerns. The technician will think beyond the printed repair information to isolate customer concerns to diagnose and repair failures and sporadic problems. After completing this three-day course, 870162, you will be able to: yy Utilize all Volkswagen information sources yy Understand and determine the correct application of specific diagnostic equipment yy Develop a process for electrical diagnosis yy Diagnose vehicle electrical concerns yy Understand Volkswagen distributed functions

Certification 2016 • Technical Course Catalog

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Instructor Led Training Volkswagen Scan Tools and ODIS Service Course Number: 811102 • Duration: 2 days Introduction to Volkswagen Scan Tools (811102) familiarizes technicians with the current Volkswagen scan tools and the Offboard Diagnosis Information System Service (ODIS). At the end of this 2-day course, you will be able to: yy Launch ODIS and enter vehicle data yy Perform basic ODIS service tasks (transport mode, etc,) yy Indentify and erase DTCs yy Utilize Guided Fault Finding test plans to address customer concerns yy Locate and load user-generated test plans yy Submit diagnostic protocols and save diagnostic logs yy Stop and restart diagnostic sessions yy Utilize Control Module OBD, Vehicle OBD and Guided Functions to address customer concerns yy Perform voltage and resistance measurements using the measurements function yy Demonstrate proper documentation procedures using ODIS yy Prepare you for the Diagnosis and Documentation class

VW Alignment Course Number: 863700 • Duration: 3 days This three-day course teaches technicians the practical procedures necessary for proper suspension repair and vehicle alignment, including diagnosis and inspection. After completing 863700, you will be able to: yy Define theory and characteristics of vehicle handling yy Demonstrate proper road test procedures for diagnosis of vehicle handling concerns yy Disassemble and reassemble Volkswagen suspension components yy Examine and evaluate all components related to vehicle alignment yy Adjust all suspension and steering components yy Properly use the VAG 1944 and VAG 1945 machines yy Calibration and alignment of driver’s assist component

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Certification 2016 • Technical Course Catalog

Web-Based Training

Web-Based Training Courses Documentation Best Practices for Repair Orders and Customer Invoices Course Number: 701144 This WBT explores the impact of Repair Order and Customer Invoice documentation on customer satisfaction. In addition, you’ll find information on the Better Business Bureau’s Customer Dispute Resolution process. Documentation best practices are also shared, along with guidance on how to address unique situations.

How to Read Wiring Diagrams Course Number: 873004 This course will introduce you to the Volkswagen Wiring diagrams. Exercises in this training will help the technician learn to: yy Identify diagram components yy Trace a circuit yy Use tools in ELSA to search a wiring diagram

Hybrid and EV High Voltage Safety Course Number: 890104 This course introduces dealership employees to Volkswagen Hybrids and the safety precautions that need to be observed that are unique to a hybrid vehicle. This course contains 2 paths, one for non technical dealer employees and one for service employees, to highlight the procedures and precautions that need to be observed from different dealership roles.

Introduction to Automatic Transmissions Course Number: 850114 This course will introduce the technician to the operation and components of Volkswagen automatic transmissions. It will also introduce the logical diagnostic path for handling transmission related concerns.

Introduction to Electrical Systems Course Number: 871404 This course introduces technicians to basic electrical concepts. The technician will be able to practice building and testing simulated circuits and use knowledge of electrical concepts learned.

Introduction to ElsaPro Course Number: 700444 This course will introduce the technician to the new ELSAPro repair information System and it’s new functions and features.

Introduction to Engine Management Course Number: 820114 This course will introduce the technician to the basic concepts and components used in Volkswagen engine management systems. This includes the major sensors and input signals sent to the engine control module, the processing of those signals by the control module, and the signals that are output from the control module to the major actuators in the engine management system.

Certification 2016 • Technical Course Catalog

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Web-Based Training Introduction to Manual Transmissions Course Number: 850124 This web-based course provides an introduction to the theory and operation of manual transmissions. This course will briefly cover diagnosis in preparation for the Instructor-led class.

Introduction to Volkswagen Alignment Course Number: 860124 This web-based course provides an introduction to the theory and operation of alignment. This course will briefly cover diagnosis in preparation for the Instructor-led class.

Introduction to Volkswagen Networking Systems Course Number: 872604 This course introduces technicians to the concept of serial data communication using the various networking systems installed in Volkswagen vehicles. After completing this course, the technician will be able to: yy Explain the concept of networking and how signals are transmitted between control modules via CAN networks. yy Explain the purpose and function of the Data Bus On-Board Diagnostic Interface (Gateway). yy Explain how to identify LIN circuits and the function of each control module in a LIN circuit. yy Explain how signals are passed between CAN and LIN control modules. yy Explain the configuration and operation of MOST circuits.

Perfect Delivery 360 for Technicians Course Number: 801844 This Perfect Delivery course is designed to help you perform your delivery role more completely and efficiently. It contains information about the new ePDI electronic checklist application and the steps necessary to make sure each delivery you perform is a perfect delivery.

Staying Connected with Volkswagen Car-Net Course Number: 600164 new

Volkswagen endeavors to offer your customers more ways than ever to remain connected to their car, their life, and to stay up-to-date with the latest traffic, weather and more, with Volkswagen Car-Net. This term encompasses three areas of customer connectivity: Guide & Inform, App-Connect, and Security & Service. After completing this course, you will: yy Be able to articulate the benefits of the SiriusXM Travel Link and Traffic integration as part of CarNet Guide & Inform yy Be able to articulate the benefits of the smartphone integration via Apple CarPlay, Android Auto, and MirrorLink as part of Car-Net App-Connect yy Be able to articulate the benefits of the multiple areas of remote vehicle access, vehicle health monitoring, family guardian features, and more, as part of Car-Net Security & Service

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Certification 2016 • Technical Course Catalog

Web-Based Training The Volkswagen 2.0L Third Generation TDI Engine Course Number: 820144 This course will familiarize the technician with the new EA288 TDI engine. yy Describe major differences between previous generation TDI engines and the EA288 TDI engine yy Identify unique features of the cylinder head module yy Identify unique features of the camshaft module yy Describe exhaust gas treatment module packing and operation yy Describe cooling system operation strategies yy Describe installation procedures for the exhaust gas treatment module

Volkswagen Braking Systems Course Number: 861704 This course will intruduce the technician to the basic brake system on Volkswagen vehicles, Hydraulic theory and system operation are covered. After completing this course the Technician will be familiar with: yy The components in Volkswagen Braking systems yy Diagnostic procedures yy Maintainence procedures An introduction will be made to ABS and ESC systems.

Volkswagen Heating, Ventilation and Air Conditioning Course Number: 881404 This is a Learning Module on VW HVAC. Subjects covered are Basic Principles, Restrictor and Expansion Valve, Air Distribution, Compressors, and Diagnosis and System Service.

Volkswagen Warranty Basics Course Number: 705144 The purpose of this web-based training is to build your knowledge of Volkswagen Warranty and provide you with tools and techniques to understand and successfully communicate the intricacies of Volkswagen Warranty with your customers. By the end of this training, you should be able to: yy Identify the purpose and benefits of warranty yy What is warranty and how does it work yy Identify roles in your dealership as they relate to warranty administration, the Volkswagen customer and your internal process yy Properly identify the available warranties and coverage yy Demonstrate the ability to locate and access Volkswagen warranty resources yy Identify and access available special programs

Certification 2016 • Technical Course Catalog

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Shop Foreman

Shop Foreman Management Specialist Courses CES Tools: Analysis for Improvement Course Number: 700334 Volkswagen CES Tool offers reporting to show you what the voice of your customer is saying. This 45 minute WBT will show you the ins and outs of using the reports and analysis to make managerial decisions and work to improve your dealership’s performance. By the end of this web based training you will “Think beyond the Dashboard.”

Introduction to the Service Core Process Course Number: 701844 This course is an introduction to the Volkswagen Service Core Process. It explains the steps in the process and the roles and responsibilities in each step as well as how all steps in the process are designed to support delivery of a consistently high-quality customer experience. The course also models effective behaviors that support teamwork among After Sales staff (including Dispatch, Parts, Technicians, Warranty Administrators and Cashiers) to meeting customer expectations of the Volkswagen service experience. After completing this course, participants will be able to: yy Describe the steps in the Service Core Process yy Explain the roles played in the process and the people responsible yy Explain how the Service Core Process supports a positive customer experience yy Locate and use relevant tools and resources to improve your skills

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Certification 2016 • Technical Course Catalog