Dealer Sales Guide Note: This communication is for dealer use only.

Learn about coverages, and find out about valuable selling tools.

Volkswagen Care Program Dealer Sales Guide Why Volkswagen Care? Selling points and benefits for customers Benefits for you Volkswagen Care plan Volkswagen Care Plus plan Marketing materials Selling tips and techniques Notes

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Volkswagen Care and Care Plus

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Why Volkswagen Care? Customer loyalty: • Volkswagen Care and Volkswagen Care Plus bring customers back to your dealership as many as four times. Each visit is an opportunity to sell customer-pay repairs, accessories, or possibly a new vehicle.

Profit opportunities: • Each plan sold pays a profit margin, and you will also be paid a fair reimbursement for every vehicle serviced under a Volkswagen Care plan. Plus, every customer visit to your Service Department is an opportunity to generate additional customer-pay work.

Ownership experience: • Volkswagen Care plans help keep vehicles properly maintained for a more positive ownership experience, which can lead to future sales.

True convenience: • Participating TRAC dealers can communicate prepaid maintenance service reminders to customers.

Improved customer consideration: • High maintenance-cost perception has historically been one of the top avoidance reasons for the VW brand. Volkswagen Care and Volkswagen Care Plus can support the erosion of our customers’ high maintenance-cost perception, and therefore have the potential to improve vehicle sales in the long term.

Great value: • Volkswagen Care plans are competitively priced, for you and your customers. Offering the plans at MSRP should help make them an easy sell.

Simple processes and administration: • Volkswagen Care plans are operated by Volkswagen of America, Inc., without any third-party involvement. A new, easy-to-use system is in place for contract management. You will continue to submit reimbursement claims through SAGA.

10k-mile Carefree Maintenance: • 2015 model year customers will receive their 1 year/10,000 mile (whichever occurs first) scheduled maintenance service at no additional charge. If you didn’t make the sale when your customer purchased or leased their Volkswagen, you should try again when the customer returns for their Carefree Maintenance service and has had the chance to experience the professionalism of your Service Department firsthand.

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Helpful Tip: During the sales process, it’s important for the Sales Manager to show the customer how much money the plans can save them and the conveniences and peace of mind they provide. If the customer is able to get a clear idea of the benefits, they’ll be more likely to purchase a Volkswagen Care plan.

Selling points and benefits for customers Value: • A Volkswagen Care plan offers customers significant savings versus buying the services separately over the life of the plan. • Customers receive more than just an oil change. Volkswagen Care plans cover all manufacturerrecommended scheduled maintenance items, as listed in the USA Warranty & Maintenance booklet of the customer’s model year 2015 and newer vehicle. • Volkswagen Care plans are inflation proof, meaning even when labor and parts costs increase over time, the customer is guaranteed the prepaid fixed rate.

Convenience: • By including a Volkswagen Care plan in the purchase or lease agreement for an eligible vehicle, qualified customers can roll the cost of a Volkswagen Care plan into their monthly payment, making the purchase easy and affordable.

Peace of mind for your customers: • No one knows VW vehicles better than Volkswagen Certified Technicians. They give them the best care possible. • They have the latest diagnostic tools, up-to-the-minute training, and use Genuine VW Parts. • Volkswagen Care plans help keep your customers’ VW vehicles performing at their peak for peace of mind down the road.

Benefits for you The right program at the right time: • Volkswagen Care plans help give you a competitive edge that most independent shops can’t offer. • Volkswagen Care plans are your best opportunity to secure service business before your competitors do.

Builds customer loyalty: • Volkswagen Care plans help keep vehicles properly maintained for a more positive ownership experience. • A positive ownership experience can lead to future sales. • Customers who purchase Volkswagen Care and Volkswagen Care Plus may come back to your dealership as many as four times. Each visit is an opportunity to sell customer-pay repairs, accessories, or possibly a new vehicle. • At each visit, customers can meet your staff and experience your dealership’s professionalism firsthand.

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Volkswagen Care plan

Volkswagen Care plan maintenance intervals 3

Volkswagen Care covers:

Miles/Months from Original Vehicle In-Service Date

Eligible Models: MY 2015 and newer models1

Scheduled Maintenance

20,000-mile service

30,000-mile service

Months from original vehicle in-service date

24

20,000 miles/ 24 months

AdBlue® fluid: Check and add if necessary (if applicable)

x

Battery: Check (and second battery if applicable)

x

Brakes: Inspect brake system and shock absorber for leaks and damage; check thickness of brake pads, brake disc condition front and rear. Look for contact pattern and corrosion of brake discs, and check brake fluid level subject to abrasion

x

Brake pads: Check thickness and brake disc condition. Look for contact pattern and corrosion of brake discs (front and rear)

36

Volkswagen highly recommends that a maintenance service be performed within 1,000 miles of the manufacturer-scheduled maintenance interval or one year from the date of the last scheduled maintenance service, whichever occurs first. The customer contract will expire once the last manufacturer-scheduled maintenance interval covered under the contract has been exceeded by three months or 6,000 miles, whichever occurs first.

When can the Volkswagen Care plan be purchased? The Volkswagen Care plan may be purchased for qualified model year 2015 and newer Volkswagen vehicles at or before their 20,000-mile scheduled maintenance service is due.2 Regardless of when the Volkswagen Care plan is purchased, consumers must pay full price for the plan.

30,000 miles/ 36 months x

x

Dust and pollen filter: Replace (if applicable)

x

Engine: Change oil and replace oil filter

x

Exhaust system: Check for leaks, damage, and secure fittings

x

Fuel filter: Replace (2.0L and 3.0L TDI engines only)

x

Hybrid components: Perform a visual inspection of high-voltage components and the lines in the engine compartment and the rear of the vehicle for damage

x

X

Rear window: Check cleaning nozzle functionality (if applicable)

x

X

Service interval display: Reset

x

X

Service sticker: Enter the date of the next service on the service sticker and apply to the driver's-side door pillar

x

X

Sunroof: Open sunroof and check front and rear water drains and clean if necessary (if applicable)

x

Tires: Check tread depth, condition, wear pattern, and pressure of all tires (including spare)

x

Tires: Rotate front to rear

x

X

Windshield washer, headlight cleaning system, and wiper blades: Check for damage and function; check fluid level and add if necessary

x

X

x

eGolf not eligible at the time of publication.

1

2

It may be possible for a customer to finance the cost of Volkswagen Care as part of a vehicle loan or lease, provided that the customer makes that decision at the time he/she purchases or leases the vehicle.

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Actual scheduled maintenance checks vary based on vehicle model, model year, and mileage. See vehicle USA Warranty & Maintenance booklet for details.

Dealer Sales Guide

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Volkswagen Care Plus plan Volkswagen Care Plus covers:

Volkswagen Care Plus plan maintenance intervals 6

Miles/Months from Original Vehicle In-Service Date

Eligible Models: MY 2014 and newer models4

Scheduled Maintenance

40,000-mile service

Months from original vehicle in-service date

48

40,000 miles/ 48 months

AdBlue® fluid: Check and add if necessary (if applicable)

x

Battery: Check (and second battery if applicable)

x

Body: Visual inspection for corrosion

x

Brakes: Inspect brake system and shock absorber for leaks and damage; check thickness of brake pads, brake disc condition front and rear. Look for contact pattern and corrosion of brake discs, and check brake fluid level subject to abrasion

x

Brake pads: Check thickness and brake disc condition. Look for contact pattern and corrosion of brake discs (front and rear)

50,000-mile service

60

Volkswagen highly recommends that a maintenance service be performed within 1,000 miles of the manufacturer-scheduled maintenance interval or one year from the date of the last scheduled maintenance service, whichever occurs first. The customer contract will expire once the last manufacturer-scheduled maintenance interval covered under the contract has been exceeded by three months or 6,000 miles, whichever occurs first.

When can the Volkswagen Care Plus plan be purchased? The Volkswagen Care Plus plan may be purchased for qualified model year 2014 and newer Volkswagen vehicles at or before their 40,000-mile scheduled maintenance service is due.5 Regardless of when the Volkswagen Care Plus plan is purchased, consumers must pay full price for the plan.

Convertible roof, CSC roof, and retractable hard top: Check for function and damage and clean and lubricate seals (if applicable)

x

Convertible roof water drains: Check (Beetle Convertible only)

x

Coolant level and frost protection: Check

x

CV joints: Check for leaks and damage

x

Door checks and mounting pins: Lubricate

x

Dust and pollen filter: Replace (if applicable)

x

Engine: Change oil and replace oil filter

x

Engine and engine compartment components: Check (from above) for leaks and damage

x

Engine and engine compartment components: Check (from below) for leaks and damage, check transmission, final drive, and drive shaft boots

x

Exhaust system: Check for leaks, damage, and secure fittings

x

Fuel filter: Replace (2.0L and 3.0L TDI engines only)

x

Headlights: Check adjustment

x

Hybrid components: Perform a visual inspection of high-voltage components and the lines in the engine compartment and the rear of the vehicle for damage

x

Interior lighting and glove box lights, cigarette lighter/power outlets, horn, and all warning lamps: Check

x

Lighting: Check front and rear lights, luggage compartment lighting, turn signals, and hazard warning lights

x

Power steering: Check oil level

x

Rear window: Check cleaning nozzle functionality (if applicable)

x

Ribbed belt: Check condition (if applicable)

x

eGolf not eligible at the time of publication. It may be possible for a customer to finance the cost of Volkswagen Care as part of a vehicle loan or lease, provided that the customer makes that decision at the time he/she purchases or leases the vehicle.

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x

X

X

X

Service interval display: Reset

x

X

Service sticker: Enter the date of the next service on the service sticker and apply to the driver's-side door pillar

x

X

Spark plugs: Replace (2.0L MPI, 2.5L, and Jetta Hybrid engines only)

x

Sunroof and Panoramic sunroof: Check, clean, and lubricate (if applicable)

x

Sunroof: Open sunroof and check front and rear water drains and clean if necessary (if applicable)

x

Test-drive: Check braking, kickdown, steering, electrical, heating and ventilation systems; air conditioning; handling; and parking brake

x

Tie rod ends: Check for excessive play and looseness; check boots

x

Tires: Check tread depth, condition, wear pattern, and pressure of all tires (including spare)

x

Tires: Rotate front to rear

x

Transmission: 6-speed DSG (non-Automatic): Change fluid and filter

x

Underbody: Inspect underseal, underbody trims, pipe placing, and plug for damage

x

Windshield washer, headlight cleaning system, and wiper blades: Check for damage and function; check fluid level and add if necessary

x

Actual scheduled maintenance checks vary based on vehicle model, model year, and mileage. See vehicle USA Warranty & Maintenance booklet for details.

X

X

Transmission: Automatic (non DSG): Change fluid (if applicable)

5

x

x

Ribbed belt for supercharger: Replace (Touareg Hybrid only)

4

50,000 miles/ 60 months

X

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Marketing materials We want every Volkswagen owner to be aware that Volkswagen Care scheduled maintenance plans are now available. To help spread the word, we’ve created two kits containing dealership POP materials and brochures—one for dealers who provide service under the plans, and one for dealers who both sell and provide service. Familiarize yourself with the program and use the POP materials to promote Volkswagen Care plans in your showroom, service lane, and customer waiting areas. Volkswagen Care plans are the smart way for your customers to maintain their Volkswagen vehicles—and they are the smart way for you to maintain dealership service profits.

Dealers who service Volkswagen Care plans receive:

Dealers who sell and service Volkswagen Care plans receive:

Dealer Sales Guide

Dealer Sales Guide

Note: This communcation is for dealer use only.

Note: This communcation is for dealer use only.

Dealer Sales Guide

Dealer Sales Guide

Dealer Quick-Reference Guide Note: This communcation is for dealer use only.

Dealer Quick-Reference Guide

Comprehensive maintenance

We are a Volkswagen Care participating dealer.

Over the life of Volkswagen Care, these services and more are covered under recommended scheduled maintenance.**

See your Consultant for

• AdBlue® fluid: Check and add if necessary (if applicable)

• Exhaust system: Check for leaks, damage, and secure fittings

• Spark plugs: Replace (2.0L MPI, 2.5L, and Jetta Hybrid engines only)

• Battery: Check (and second battery if applicable)

• Fuel filter: Replace (2.0L and 3.0L TDI engines only)

• Body: Visual inspection for corrosion

• Headlights: Check adjustment

• Sunroof and Panoramic sunroof: Check, clean, and lubricate (if applicable)

• Brakes: Inspect brake system and shock absorber for leaks and damage; check thickness of brake pads, brake disc condition front and rear. Look for contact pattern and corrosion of brake discs, and details. check brake fluid level subject to abrasion • CV joints: Check for leaks and damage • Convertible roof, CSC roof, and retractable hard top: Check for function and damage; clean and lubricate seals (if applicable) • Convertible roof water drains: Check (Beetle Convertible only) • Coolant level and frost protection: Check • Door checks and mounting pins: Lubricate • Dust and pollen filter: Replace (if applicable) • Engine: Change oil and replace oil filter • Engine and engine compartment components: Check (from above) for leaks and damage; check (from below) for leaks and damage; check transmission, final drive, and drive shaft boots

• Hybrid components: Perform a visual inspection of high-voltage components and the lines in the engine compartment and the rear of the vehicle for damage • Interior lighting and glove box lights, cigarette lighter/power outlets, horn, and all warning lamps: Check

• Sunroof: Open sunroof and check front and rear water drains and clean if necessary (if applicable) • Test drive: Check braking, kickdown, steering, electrical, heating and ventilation systems, air conditioning, handling, and parking brake • Tie rod ends: Check for excessive play and looseness; check boots

• Lighting: Check front and rear lights, luggage compartment lighting, turn signals, and hazard warning lights

• Tires: Check tread depth, condition, wear pattern, and pressure of all tires (including spare); rotate front to rear

• Power steering: Check oil level

• Transmission: 6-speed DSG (non-Automatic): Change fluid and filter

• Rear window: Check cleaning nozzle functionality (if applicable) • Ribbed belt: Check condition (if applicable) • Service interval display: Reset • Service sticker: Enter the date of the next service on the service sticker and apply to the driver’s side door pillar

• Underbody: Inspect underseal, underbody trims, pipe placing, and plug for damage • Windshield washer, headlight cleaning system, and wiper blades: Check for damage and function; check fluid level and add if necessary

Volkswagen Care/Volkswagen Care Plus plan details • Volkswagen Care consists of two different prepaid scheduled maintenance plans: Volkswagen Care scheduled maintenance plan (“Volkswagen Care”) and Volkswagen Care Plus scheduled maintenance plan (“Volkswagen Care Plus”). • Volkswagen Care plans are available for purchase only at participating authorized Volkswagen Dealerships in the U.S. and may be purchased either at the time of the retail sale or lease of the vehicle or at a later time. Regardless of when a plan is purchased, the plan must be purchased at full price.

Value:

Convenience:

• A Volkswagen Care plan offers customers significant savings versus buying the services separately over the life of the plan.

• The cost of Volkswagen Care plans may be financed as part of your vehicle purchase loan only if it was purchased at the time of the retail sale or lease of the vehicle.

• Customers receive more than just an oil change. Volkswagen Care plans cover all manufacturerrecommended scheduled maintenance items, as listed in the USA Warranty & Maintenance booklet of the customer’s model year 2015 and newer vehicle.

• By including a Volkswagen Care plan in the purchase or lease agreement for an eligible vehicle, qualified customers can roll the cost of a Volkswagen Care plan into their monthly payment, making the purchase easy and affordable.

• Volkswagen Care may be purchased for all 2015 model year and later Volkswagen vehicles (except for electric vehicles), and all 2015 model year and later Certified Pre-Owned Volkswagen vehicles (except for electric vehicles). • Volkswagen Care Plus may be purchased for all 2014 model year and later Volkswagen vehicles (except for Routan and electric vehicles), and all 2014 model year and later Certified Pre-Owned Volkswagen vehicles (except for Routan and electric vehicles). • Volkswagen Care covers the manufacturer recommended scheduled maintenance services specified in your vehicle’s USA Warranty & Maintenance booklet. Volkswagen will not pay for wear and tear items, and for parts or services that are not listed in the USA Warranty & Maintenance booklet. • Volkswagen highly recommends that a maintenance service be performed at the scheduled time or mileage of the manufacturer scheduled maintenance interval as stated in your vehicle’s USA Warranty & Maintenance booklet. • All scheduled maintenance covered by Volkswagen Care must be completed by a participating authorized Volkswagen dealer.

• Volkswagen Care plans are inflation proof, meaning even when labor and parts costs increase over time, the customer is guaranteed the prepaid fixed rate.

Enjoy savings and peace of mind with prepaid scheduled maintenance.

• No one knows VW vehicles better than Volkswagen Certified Technicians. They give them the best care possible. • They have the latest diagnostic tools, up-to-theminute training, and use Genuine VW Parts. • Volkswagen Care plans help keep your customers’ VW vehicles performing at their peak for peace of mind down the road.

Volkswagen Care covers: Eligible Models: MY 2015 and newer models1

• Volkswagen Care plans are only valid in the country in which they were purchased. • Volkswagen Care plans cannot be canceled and are non-refundable. (Exceptions may apply in certain states. See your participating authorized Volkswagen dealer for details.) • Volkswagen Care coverage remains with the vehicle for which it was originally purchased and can be used by subsequent vehicle owners. Volkswagen Care plans are non-transferable to subsequent vehicles purchased by the same owner.

Peace of mind for your customers:

Volkswagen Care covers: Eligible Models: MY 2014 and newer models1

Scheduled Maintenance

Months from original vehicle in-service date

Scheduled Maintenance

Months from original vehicle in-service date

20,000-mile service

24

40,000-mile service

48

30,000-mile service

36

50,000-mile service

60

20K–30K-mile and 40K–50K-mile Maintenance Plans

** Actual scheduled maintenance checks vary based on vehicle model, model year, and mileage. See vehicle Owner’s Manual for details.

Customer Brochures Window/Wall Clings

Volkswagen highly recommends that a maintenance service be performed within 1,000 miles of the manufacturer-scheduled maintenance interval or one year from the date of the last scheduled maintenance service, whichever occurs first. The customer contract will expire once the last manufacturer-scheduled maintenance interval covered under the contract has been exceeded by three months or 6,000 miles, whichever occurs first.

Customer Sales Slicks We are a Volkswagen Care participating dealer. 20K, 30K, 40K, 50K:

See your Consultant for details.

Coverage by the miles. Volkswagen Care and Volkswagen Care Plus

Prepaid maintenance.

Advanced peace of mind.

Prepaid savings on scheduled maintenance services. See your Consultant for details.

Volkswagen Care and Volkswagen Care Plus: • Coverage of 20K, 30K, 40K, 50K scheduled maintenance services • Roll the price into your new car payment • Guaranteed fixed rate, even if parts and labor costs increase

See your Consultant for details.

Window/Wall Clings

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Volkswagen Care and Volkswagen Care Plus

Table Tents

Dealer Sales Guide

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Selling tips and techniques Present Volkswagen Care plans to eligible customers: • Customers may purchase Volkswagen Care plans for eligible vehicles at any time before their 20k-mile service and Volkswagen Care Plus plans for eligible vehicles at any time before their 40k-mile service is due. • It is recommended that customers buy a plan at the time they purchase or lease their vehicle in order to receive the full costsaving benefits of the plan.

Quote pricing with Volkswagen Care: • When you quote a monthly lease or purchase payment price, be sure to offer a payment including the cost of Volkswagen Care and Volkswagen Care Plus—purchasing a Volkswagen Care plan at the time of vehicle purchase or lease may allow the customer to roll the cost of the plan into their monthly payment. • Let your customers see that for just a small additional amount each month, they can receive the ease and peace of mind of Volkswagen Care prepaid maintenance. • It is highly recommended that Volkswagen Care plans are offered at MSRP. However, you may consider carrying the dealer cost of the plan and giving it to the customer at no additional charge as a vehicle sales closing tool.

Use the selling tools we’re providing: • Be sure you put the selling tools we’re providing in this kit to work in your dealership. • Every customer should see the Volkswagen Care brochure that lists all the plan details and benefits. • Make sure to visibly display the Volkswagen Care brochure rack.

Creating and managing customer contracts: • Access the Volkswagen Care Management System (“VCMS”) through VW Hub. • Use VCMS to check whether a VIN is eligible for a Volkswagen Care plan. • VCMS will allow you to capture customer information, review Terms & Conditions with your customer, and create a contract. • Please refer to your VCMS system guide for detailed information about system functionalities.

Summary of important program rules: • Volkswagen Care plans cannot be canceled by the customer and are non-refundable in all states except California. Please refer to the applicable customer Terms & Conditions for detailed refund rules. • If a vehicle is “totaled,” a reimbursement request, along with “proof of loss,” must be submitted to Volkswagen of America through VCMS. • No refunds will be given if the customer’s lease is terminated early or if the lease term is less than the coverage period. • Volkswagen Care plans are only valid in the country in which they are purchased. • Volkswagen highly recommends that a maintenance service be performed within 1,000 miles of the manufacturerscheduled maintenance interval or one year from the date of the last scheduled maintenance service, whichever occurs first. The customer contract will expire once the last manufacturerscheduled maintenance interval covered under the contract has been exceeded by three months or 6,000 miles, whichever occurs first. • Volkswagen Care plans are not transferable to other vehicles.

• Refer to the price/value matrix when discussing the program value with your customer.

Take some time to share with your customers everything that scheduled maintenance includes: • Make sure your customers understand that scheduled maintenance services are “more than just oil changes.” • Review the maintenance schedules provided with the prospective buyer to make sure they understand what they are getting for their money.

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Notes

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Notes

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Volkswagen of America, Inc., believes the information and specifications to be correct at the time of printing. Specifications, maintenance intervals, standard features, and options subject to change without notice. “Volkswagen,” “Das Auto,” and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2014 Volkswagen of America, Inc.