opel training activity guide q4 2013_ro

TRAINING ACTIVITY GUIDE 2013Q4 Edition, November 2013

www.gmacademy.com

What’s New?

Mandatory Training 2013 32013 Dealer Contract Changes 7The All-new IntelliLink Curriculum 8The New Opel Service Experience 9Maintaining Gold Level Certification 10

Current Training Programmes 11

PC & CV Sales Consultant 12PC & CV Service Technician 16PC & CV Service Advisor 18

Curriculum Training 20

Sales Consultant Curriculum 21CV Sales Consultant Curriculum 22Fleet Sales Consultant Curriculum 23IntelliLink Expert - Sales Consultant Curriculum 24PC & CV Service Technician Curriculum 25High Voltage Service Technician Curriculum 28IntelliLink Expert - Technician Curriculum 29PC & CV Service Advisor Curriculum 30PC & CV Parts Sales Consultant Curriculum 31Warranty Administrator Elective Curriculum 32Trade Parts Sales Elective Curricula 33

Welcome to the 2013 Opel Training Activity Guide – your compass to career learning with GM Academy.This guide provides you with vital information on new courses and curriculum changes at GM Academy.

Contents

Opel Training Activity Guide RO | November 2013 | 2

The GM Academy team is always ready to help answer any questions you may have.

Please call us on +36 1 777 082 or visit us online at www.gmacademy.com to enquire about further informa-

tion or to register participants for courses.

Mandatory Training 2013The following courses have been identified as business critical and will be mandatory for 2013.

* if not completed in 2012** depending on availability of IntelliLink and apps*** Sales Consultant as 1st nominee; Service Advisor as 2nd nominee


Course Title Code Area Media Duration TimingSales

ConsultantsSales

ManagerService

AdvisorsParts

ManagerService

ManagerService

TechniciansHV Service Technicians

Launch Training

New Opel Insignia + IntelliLink Expert Training**

LASA392-V1-IBT SAGN373-V1-IBT

Sales IBT 6 hrs Q3 1 per siteOR Service Advisor***

The Opel Cascada

LASA366-V1-VCTSales / Non-

TechnicalVCT 1,5 hrs Q3 1 per site

recommended 1 per site

LAAS129-V1-WBT Technical WBT 2 hrs Q4 All

New Opel ADAM*

LASA322-V1-VCTSales / Non-

TechnicalVCT 1,5 hrs Q2 1 per site

recommended 1 per site

LASA322-V1-IBT Sales IBT 6 hrs Q3 1 per site

ADAM New Technical Features* LAAS133-V1-IBT Technical IBT 6 hrs Q2 1 per site


ConsultantsSales

ManagerService

AdvisorsParts

ManagerService

ManagerService


Business Priorities

Selling 2 Professionals CVSA64-V1-IBT Sales IBT 6 hrs TBD 1 CV per site

New Infotainment SystemsSAGN374a-V1-VCT SAGN374b-V1-VCT

Sales / Non-Technical

VCT1,5 hrs1,5hrs

Q4 All

Opel Flex Care SAGN386-V1-VCTSales / Non-

TechnicalVCT 1,5 hrs 2014 Q1 1 per site 1 per site



Course Title Area Media Duration TimingSales

ConsultantsSales

ManagerService

AdvisorsParts

ManagerService

ManagerService


Business Priorities

BlueInjection TechnologySVGN551-V1-VCT SVGN571-V1-VCT SAGN391-V1-VCT

Technical /Non-Tech /

SalesVCT 1,5 hrs Q2 1 per site 1 per site 1 per site

Diesel Engine NTF

SVGN554-V1-WBT Technical WBT 1 hr Q4 All

SVGN554-V1-IBT Technical IBT 6 hrs 2014 Q1 1 per site

Infotainment Expert Trainingfor Technicians SVGN586-V1-IBT Technical IBT 6 hrs Q4 1 per site

Mid-size Gasoline Engine (MGE) NTF

LAAS146-V1-WBT Technical WBT 1 hr Q4 All

LAAS146-V1-IBT Technical IBT 6 hrs Q4 1 per site

Midsize Gasoline Engine Mechanical Repair SVMC437-V1-IBT Technical IBT 6 hrs 2014 Q1 1 per site



2014 Q1

2014 Q1




ConsultantsSales

ManagerService

AdvisorsParts

ManagerService

ManagerService


Business Priorities

Electronic Service Assistant BMSV166-V1-VCTNon-Tech Aftersales

VCT 2 hrs Q2 All

Attract: Aftersales in the Digital Era - Part 1

BSMV351-V1-VCTNon-Tech Aftersales

VCT 1,5 hrs Q4 All All

Attract: Aftersales in the Digital Era - Part 2

BSMV351-V1-IBTNon-Tech Aftersales

BT 6 hrs Q4 All All

Fix Right First Time plus for the Service Manager BMSV145-V2-VCT

Non-Tech Aftersales

VCT 2 hrs Q2 All

Fix Right First Time plus for the Service Advisor BMSV140-V2-VCT

Non-Tech Aftersales

VCT 1 hr Q2 All

EIS2 Plus BMSV343-V1-VCTNon-Tech Aftersales

RVT 2 hrs 2014 All

Lead IT TBC Non-Tech RVT 2 hrs 2014 All All

The New Global Labor Codes TBC Non-Tech RVT 0,5 hrs Q4 All + Warranty All

Customer Satisfaction Improvement toolbox for the Retailer

BMSV175-V1-VCT Non-Tech VCT 2 hrs Q2 All

.


In July 2013 the dealer contracts changed.

Numbering Changed - Released in GM Academy Online

RequirementOld Wording

(LMS)New Wording

(LMS)New Opel

Provide minimum number of trainable employees PE1 Employees5.1 Sales5.2 Technician

Registration in GM Academy Online & Induction Training PE2 Registration 5.3Minimum Certification Level PE3 Certification 8.1Mandatory Training PE4 Mandatory 8.2

Induction removed from 5.3 (All countries with new contract only) – Year end release

• Induction no longer required to be completed within 60 days for Opel.

• Content will be added to the Bronze Level from 2014.

New agent setup –Year end release

• A Distributor only contract will have to link to a core contract as an Agent to sell cars.

• These Agents employees should not impact the Core People Standards.

• Agents can be managed through core if required.

• Billing for course attendance will be though the core.

2013 Dealer Contract Changes

.

The All-new IntelliLink CurriculumAs we enter the last quarter of the year, we would like to give you an update on our current training development activities. Right now, we are developing a set of exciting VCT’s and IBT’s that are designed to help Sales Consultants and Service Technicians familiarize themselves with IntelliLink, Opel’s stunning all-in-one infotainment system.

IntelliLink is one of the most important innovations introduced by Opel in recent times. Offering a real leap in user interaction, IntelliLink clearly sets Opel apart from the competition. In order to maximize sales and provide premium customer service, Sales Consultants and Service Technicians alike need to perfectly master the IntelliLink system and become real experts at presenting, demonstrating and handing over cars equipped with this amazing technology.

For Sales Consultants, the curriculum consists of two VCT’s (IntelliLink Part A and Part B) and a hands-on 3-hour IBT.

For Service Technicians, the curriculum currently comprises one 6-hour IBT.

In addition, a range of “How-to …” videos will be available (SAGN374(a-i)-V1-VBT and SAGN374(j-r)-V1-VBT) for both Sales Consultants and Service Technicians, explaining in simple and straightforward terms how to navigate through the IntelliLink menu. Please refer to page 37 for Sales Consultants and page 42 for Service Technicians for further details on the above curricula.

Upon completing their respective curricula, Sales Consultants will become “IntelliLink Expert – Sales Consultants” and Service Technicians will become “IntelliLink Expert - Technicians”. The IntelliLink curriculum is mandatory for one Sales Consultant and one Service Technician per site.

Therefore, please appoint one Sales Consultant and one Service Technician from each dealership site to complete the IntelliLink curriculum. To do so, please assign the IntelliLink curriculum in the LMS as follows:

1. In the student’s personal data section, assign “IntelliLink Expert - Sales Consultant” or “IntelliLink Expert – Technician” as additional job category;

2. Once the additional job category has been assigned, the curriculum will automatically be loaded into the student’s learning plan;

3. The student can now be enrolled on the required course to achieve curriculum completion.

Needless to say, as we continue the exciting IntelliLink journey, additional courses will be made available to explain how to present, position and operate this great technology.


New Mandatory Training

The New Opel Service ExperienceThe backstory

Today, there are some 14.5 million Opel drivers all across Europe. At present, we have next to no information about 9 million of them. Bearing in mind that Aftersales, on average, makes up 60% of a dealership’s profits, it becomes clear that there is an amazing opportunity out there. Our new Aftersales strategy, the New Opel Service Experience, will help dealers seize this opportunity.

What’s new in 2013?

As part of the New Opel Service Experience, we have created myOpelService. An exciting online portal (www.myopelservice.com), myOpelService offers an impressive range of benefits for both customers and dealers.

Once registered, customers can select their preferred dealership, file Online Service Requests, access their Service History and browse through customized special offers. Importantly, myOpelService is free of charge and intended for Opel drivers with vehicles from all segments.

Dealers, on the other hand, benefit from automatically assigned leads, better customer data, ready-to-use features for bespoke marketing as well as increased floor traffic and revenue thanks to preferred dealer selection.

To help Service Managers and Service Advisors familiarize themselves with the new platform, we have developed two new courses, which will be available as of Q1 2014 (please see page 23 for more):

• BMSV351-V1-VCT – Attract: Aftersales in the Digital Era Part 1

• BMSV351-V1-IBT – Attract: Aftersales in the Digital Era Part 2

When the Training Activity Guide went to press, myOpelService had already been successfully launched in Germany, Poland, Hungary, Spain, France and Italy. Other European countries are expected to follow shortly. For more information, please visit www.myopelservice.com.

Additional resources

myOpelService Dealer Video (6 minutes)


.

In 2004, GM Academy introduced the three tier curricula to ensure top-quality performance throughout the Opel Retail Network. Each level focuses on further expanding the skill sets of Opel Sales Consultants, Service Technicians, Parts Sales Consultants and Service Advisors. As technological advancements are made, GM Academy recognizes the need to ensure that Gold Level certified Service Technicians’ skills are aligned with the latest product innovations and workshop tools. The new “Elective Training Modules” enable you to specialize in targeted areas based on your individual needs while maintaining your Gold Level Certification.

How does it work?For a Service Technician to keep his/her Gold Level Certification, a Service Technician is required to complete one “Elective Training Module” in each calendar year. You can choose from seven different “Elective Training Modules” found under sections:

• Passenger Car Service Technician Curriculum on pages 24

If a Service Technician completes more than one “Elective Training Module” in a given year, the certification status is extended accordingly. Consequently, noncompliance leads to loss of the individual Gold Level Certification. However, if a Service Technician loses his/her certification status, it can be easily regained by completing one of the elective modules.

Please note: PE3 compliance can be impacted.

Maintaining Gold Level Certification

Gold Level Certification

Gold Level Engine Management Systems (EMS)

SVEL394-V1-WBT

IBT

WBTVCT

Petrol Engine Management Systems (PEMS)

SVEL393-V1-WBTSVEL393-V1-VCTSVEL393-V1-IBT

Diesel Engine Management Systems (DEMS)


Elective Training Module

Please choose one out of the seven Elective Training Modules each consisting of a WBT, VCT and IBT.


.

The following pages highlight mandatory and elective training programmes that are critical to your business.

Take these courses in order to build upon your qualification and increase your skills to be more efficient and effective in your role today.

Some of the courses listed are business critical and mandated under People Standard PE4.

Current Training Programmes


Passenger Car & Commercial Vehicle Sales ConsultantCurrent Training ProgrammesThe course boxes below outline additional and important training programmes for the PC & CV Sales Consultant Curriculum and are available in 2013. Some of the courses listed are a mandatory requirement under People Standards and are tagged PE4.

Sales

SAGN373-V1-VCTNew Insignia and Connected TechnologyFor all Sales Consultants (PE4 - 1,5 hrs)Benefits of Attending:This compact training offers participants an early look at the headline features that make new Insignia such a compelling proposition. Explaining the sophisticated interior and exterior design as well as key drive-train changes, the training offers a comprehensive overview of the major advancements in the flagship Insignia model and shows participants how to differentiate Insignia from potential competitors and grow sales in the segment.

VCT

SAGN373-V1-IBTIntelliLink Expert Training1 Sales Consultant per site (PE4 - 3 hrs)Benefits of Attending:Building on the foundations laid in the two-part VCT, this made-to-stick expert training consolidates the knowledge and skills acquiredso far, providing extensive hands-on discovery time with the IntelliLink systems found in ADAM and Insignia as well as offering an introduction to the IntelliLink systems installed in other models in our line-up. Above all, the participants will learn how to position, demonstrate and hand over the different IntelliLink systems and how to follow up and address customer queries in an effective manner.

IBT

SAGN374a-V1-VCTIntelliLink Part AFor all Sales Consultants (PE4 - 1,5 hrs), recommended for1 Service Advisor per siteBenefits of Attending:The IntelliLink training comes in two parts. ‘Part A’ offers participants a compact overview of the different IntelliLink system architectures. Participants will explore the characteristics of each system and learn which cars feature which IntelliLink system. The course will also take a look at the bigger picture, review the positioning message behind IntelliLink as well as Opel’s underlying infotainment strategy.

VCT

SAGN374b-V1-VCTIntelliLink Part BFor all Sales Consultants (PE4 - 1,5 hrs), recommended for1 Service Advisor per siteBenefits of Attending:The IntelliLink training comes in two parts. ‘Part B’ covers the tools, techniques and knowledge delegates need to internalize to conduct successful consultative interviews as well as effective product demonstrations and handovers of IntelliLink. The course provides a proven step-by-step approach showing you how to integrate into your sales routine the wide range of benefits IntelliLink offers our customers.

VCT


Passenger Car & Commercial Vehicle Sales ConsultantCurrent Training ProgrammesThe course boxes below outline additional and important training programmes for the PC & CV Sales Consultant Curriculum and are available in 2013. The courses listed are a mandatory requirement under People Standards and are tagged PE4.

Sales

LASA333-V1-IBTThe new MokkaFor Sales Consultants, 1 per site (PE4 - 6 hrs)Benefits of Attending:In this not-to-be-missed IBT, Sales Consultants will be able to explore the new Mokka’s sporty design and all-round versatility. The course presents the Mokka’s segment-leading driving comfort and safety systems, giving you powerful sales arguments to conquer new customers in the dynamic sub-compact SUV segment.

IBT

CVSA64-V1-IBTCV - Selling to ProfessionalsFor CV Sales Consultants, 1 per site (PE4 - 6 hrs)Benefits of Attending:This intense one-day training gives Sales Consultants the tools and techniques that will deliver CV success. The training will specifically look at the commercial environment and explore in depth the buying process for CV customers. What is more, the course features an interactive workshop that helps participants build a prospecting pipeline.

IBT

SAGN339-V1-VCTOpel LPG/CNG TechnologyFor all Sales Consultants (PE4 - 1,5 hrs)Benefits of Attending:This fact-packed base-level training introduces Sales Consultants to the benefits of LPG and CNG technology.Equipped with this knowledge, participants will be able to offer LPG or CNG as a viable alternative to Diesel and gasoline powered cars and close more sales. In particular, the VCT will give Sales Consultants the knowledge needed to accessspecialist markets where LPG and CNG are a key part of the fleet make-up, such as energy companies and local authorities.

VCT

LASA366-V1-VCTThe new Opel CascadaFor 1 Sales Consultant per dealer/site (PE4 - 1,5 hrs)Benefits of Attending:This motivational VCT explains the background, design story,and key model features of the new Opel Cascada. The course gives Sales Consultants all the essential tools, tips and strategies on how to sell to people considering the Opel brand for the first time. Seize the opportunity to learn more about the Cascada’s high standard of engineering and how it will further enhance Opel’s reputation for technologically advanced cars.

VCT


SAGN386-V1-VCTOpel FlexCareFor 1 Sales Consultant & 1 Service Advisor per site (PE4 - 1,5 hrs)Benefits of Attending:FlexCare is designed to provide additional revenue through service and parts sales, build customer loyalty and increase new vehicle repurchase volumes. To maximise sales, FlexCare must be introduced to all new car customers at the point of sale.

VCT

Passenger Car & Commercial Vehicle Sales ConsultantCurrent Training ProgrammesThe course boxes below outline additional and important training programmes for the PC & CV Sales Consultant Curriculum and will be available in 2013. The courses listed are a mandatory requirement under People Standards and are tagged PE4.

Sales

LASA322-V1-IBTThe New Opel ADAMFor Sales Consultants, 1 per site (PE4 - 6 hrs)Benefits of Attending:This unmissable IBT provides in-depth coverage of the key stages of the sales process, including meet and greet, rapport building and the consultative interview, and shows how we can build value and offer great buying experiences. In addition, the training introduces Sales Consultants to the configurator tool and demonstrates how it can be used for maximum effect in the sales process.

IBT

LASA322-V1-VCTThe New Opel ADAMFor Sales Consultants, 1 per site (PE4 - 1,5 hrs)Benefits of Attending:This engaging VCT takes a look at the new ADAM and gives sales staff all the tools they need to leverage the personalization story. The training explores the different groups of first-time customers and explains how they make decisions. In addition, the course looks at the underpinning technology and drive trains. What is more, the course will show you how to configure cars and how to positively embrace all that ADAM stands for.

VCT

SAGN391-V1-VCTBlueInjection Technology for Sales ConsultantsFor Sales Consultants, 1 per site (PE4 - 1,5 hrs)Benefits of Attending:This important VCT takes a close look at all key Selective Catalytic Reduction (SCR) functions. Sales Consultants learn how to handle customer concerns regarding the SCR operation. In addition, they are introduced to the logic behind the SCR control lamp and SCR-related messages within the DIC.Please note: This is not a model specific course. That is, the learning is about the product features, not the models.

VCT


All Service Technicians & Aftersales PersonnelCurrent Training Programmes

Tech Aftersales

The course boxes below outline additional and important training programmes for the Service Technician Curriculum and are available in 2013. The courses listed are a mandatory requirement under People Standards and are tagged PE4.

SVGN551-V1-VCTBlueInjection Technology for TechniciansFor Service Technicians, 1 per site (PE4 - 1,5 hrs)Benefits of Attending:This informative VCT takes an in-depth look at all key Selective Catalytic Reduction (SCR) functions. Service Technicians learn how to handle customer concerns regarding the SCR operation. In addition, they are introduced to the logic behind the SCR control lamp and SCR-related messages within the DIC.Please note: This is not a model specific course. That is, the learning is about the product features, not the models.

VCT

LAAS133-V1-IBTOpel ADAM New Technical FeaturesFor Service Technicians, 1 per site (PE4 - 12 hrs)Benefits of Attending:In this inspiring IBT, Service Technicians will acquire the knowledge and skills needed to service, repair and deal with the new technical features of the Opel ADAM. The training looks at some of the ADAM’s key technology, in particular at the exciting infotainment experience known as IntelliLink and at the state-of-the-art park assist system. Above all, Service Technicians will be performing exercises to ensure they fully understand and are able to navigate the vehicle features whilst applying standard procedures and diagnostics.

IBT

LAAS128-V1-IBTMokka New Technical FeaturesFor Service Technicians, 1 per site (PE4 - 12 hrs)Benefits of Attending:Giving participants ample opportunity to explore the new Mokka in great detail, this two-day IBT provides a thorough overview of the Mokka’s new systems and technologies, including a detailed explanation of the new air-conditioning refrigerant which is to be introduced in MY 2013.

IBTWBT

LAAS128-V1-WBTMokka New Technical FeaturesFor all Service Technicians (PE4 - 1 hrs)Benefits of Attending:This compact WBT introduces Service Technicians to the new Mokka’s systems and technologies. Specifically, the course covers power steering, brake system, active safety features, the powerful all-wheel drive as well as the tire pressure monitoring system.


All Service Technicians & Aftersales PersonnelCurrent Training ProgrammesThe course boxes below outline additional and important training programmes for the Service Technician Curriculum and are available in 2013. All courses listed are a mandatory requirement under People Standards and are tagged PE4.

Tech Aftersales

WBT

LAAS129-V1-WBTCascada New Technical FeaturesFor Service Technician per specialised dealer (PE4 - 1 hrs)Benefits of Attending:This comprehensive WBT explains all of the major technical components of the all-new Cascada, with a particular focus on the elegant soft-top roof. In addition, the course looks at the Cascada’s impressive range of comfort and convenience features, including the seat-belt presenter system, the powered ergonomic sports seats as well as the advanced passive safety concept.

LAAS129-V1-IBTThe New Opel CascadaFor 1 Service Technician per specialised dealer (PE4 - 12 hrs)Benefits of Attending:This 12-hour IBT will build on the basic operation knowledge discussed within the WBT and will equip the Technicians with the skills needed to ensure correct alignment, repair and replacement of this highly technical convertible roof.

IBT

LAAS146-V1-IBTMid Size Gasoline Engine (MGE) New Technical FeaturesFor 1 Service Technician per site (PE4 - 6 hrs)Benefits of Attending:This 6-hour IBT builds on the basic knowledge gained in the WBT and deepens the topics around the exciting and advanced engine. Parts of this practical ‘hands-on’ training will focus on the new critical operations involved during the high pressure fuel injector replacements.

IBTWBT

LAAS146-V1-WBTMid Size Gasoline Engine (MGE) New Technical FeaturesFor all Service Technicians (PE4 - 1 hrs)Benefits of Attending:This 1-hour WBT introduces the new technology concepts utilized within this exciting and advanced engine, the new technology allows Opel to compete in new areas of effiency and performance.


All Service Technicians & Aftersales PersonnelCurrent Training ProgrammesThe course boxes below outline additional and important training programmes for the Service Technician Curriculum and are available in 2013. All courses listed are a mandatory requirement under People Standards and are tagged PE4.

Tech Aftersales

SVGN554-V1-IBTMid size diesel engine (MGE) new technical featuresFor 1 Service Technician per site (Mandatory - 6 hrs)Benefits of Attending:This 6-hour IBT builds on the basic knowledge gained in the WBT and deepens the topics around the exciting and advanced engine. Parts of this practical ‘hands-on’ training will focus on the new critical operations involved during the high pressure fuel injector replacements.

SVGN586-V1-IBTInfotainment ExpertFor 1 Service Technician per site, recommended for 1 Service Advisor per site (Mandatory - 6 hrs)Benefits of Attending:This highly interactive and motivational training will focus on two distinct areas of the new Opel infotainment systems. The first partof the training will focus on the operation and functionality of the systems, customer device pairing, customizing options as well as the overall user experience.

IBTIBT

SVMC437-V1-IBTMid size Gasoline Engine Mechanical RepairFor 1 Service Technicians per site (Mandatory - 6 hrs)Benefits of Attending:This comprehensive, hands-on 1 day IBT will give participants a detailed overview of the mechanical features and key specifications ofthe new 1.6 engines, including the procedure for the timing check and adjustment on valve train and the optional balancer shafts.

IBTWBT

SVMC436-V1-IBTMid size Diesel Engines Mechanical RepairFor 1 Service Technicians per site (Mandatory - 6 hrs)Benefits of Attending:This 6 hour IBT gives participants the opportunity to perform a full mechanical assembly and disassembly of the engine, whilst observing key points and practising specialist service procedures using the correct tools.


Passenger Car & Commercial Vehicle Service AdvisorCurrent Training ProgrammesThe course boxes below outline additional and important training programmes for the PC & CV Service Advisor Curriculum and are available in 2013.

Non-tech Aftersales

BMSV140-V2-VCT (updated version)Fix Right First Time plus for the Service AdvisorFor all Service Advisors (PE4 - 1 hr)Benefits of Attending:Customer loyalty is key for a sustainable Aftersales business, and only fully satisfied customers are completely motivated to stay loyal to the retailer and the brand. This course introduces the Opel solution to a Fix Right First Time strategy.

BMSV145-V2-VCT (updated version)Fix Right First Time plus for the Service ManagerFor all Service Managers (PE4 - 2 hrs)Benefits of Attending:Customer loyalty is key for a sustainable Aftersales business, and only fully satisfied customers are completely motivated to stay loyal to the retailer and the brand. This course shows the Opel Service Manager how to achieve a Fix Right First Time service operation.

VCT VCT

SVGN572-V1-VCTBlueInjection Technology for Service AdvisorsFor Service Advisors, 1 per site (PE4 - 1,5 hrs)Benefits of Attending:This informative VCT takes an in-depth look at all key Selective Catalytic Reduction (SCR) functions. Service Advisors learn how to handle customer concerns regarding the SCR operation. In addition, they are introduced to the logic behind the SCR control lamp and SCR-related messages within the DIC.Please note: This is not a model specific course. That is, the learning is about the product features, not the models.

VCT


BMSV166-V1-VCTElectronic Service AssistantFor All Service Advisors (PE4 - 2 hrs)Benefits of Attending:This training is designed to demonstrate both the functionality of ESA, and the enhanced levels of customer interface it offers. The training will support the Service Advisor in providing prompt, accurate and effective information for their customers’ throughout the key steps of the Consultative Aftersales Process.

VCT

BMSV351-V1-VCTAttract: Aftersales in the Digital Era Part 1For all Service Managers and Service Advisors(PE4 /2014/- 1,5 hrs)Benefits of Attending:This informative VCT introduces Service Managers and Service Advisors to ‘myOpelService’, Opel’s new customer lead generation and retention strategy. Participants will discover how to use digital communication with customers to maximum effect. They will alsolearn more about their roles and responsibilities and identify the Key Performance Indicators (KPI’s) used to measure customer leadsand appointments.

VCT

BMSV351-V1-IBTAttract: Aftersales in the Digital Era Part 2For all Service Managers and Service Advisors (PE4 /2014/ - 6 hrs)Benefits of Attending:This hands-on training provides an in-depth study both of aspects of customer lead generation and lead management, with particular emphasis on practices at the retailer level. By taking a step-by-stepreview of the customer experience, this course will fully prepare participants for the introduction of ‘myOpelService’, outlining the enhanced customer retention and business opportunities it will provide.

IBT

Passenger Car & Commercial Vehicle Service AdvisorCurrent Training ProgrammesThe course boxes below outline additional and important training programmes for the PC & CV Service Advisor Curriculum and are available in 2013.

BMSV175-V1-VCTCustomer Concern Resolution for the RetailerFor all Service Managers (PE4 - 2 hrs)Benefits of Attending:Customer retention is driven first and foremost by customer satisfaction. This course enables Service Advisors to take care of customer concerns in an efficient and timely manner.

VCT

BMSV343-V1-M1-RVT, ~M2-RVT, ~M3-RVT, ~M4-RVT, ~M5-RVTEIS2+For all Parts Managers (PE4, 2014 - 15, 20, 35, 10, 5 minutes)Benefits of Attending:The EIS2+ system has been created as an intuitive application to make the reporting of the aftersales business easier and to provide the tool to set up and monitor all kinds of campaigns. The EIS2+ tool has various sections relevant for the dealers. The 5 RVT modules cover the following topics:

• Welcome and Introduction• Customer Module• Reports• Campaign Manager• Gaining Assistance

RVT


Service Advisors

.


The following pages outline the training programmes for the three curriculum areas, that is, for Sales, Tech and Non-tech Aftersales. Expertly designed and perfectly geared to the requirements of your job role, GM Academy’s Curriculum Training is a unique “learning compass” guiding you on your journey to qualification, so you can be even more successful in your job today. Each curriculum is made up of 3 and in some cases 4 levels of learning.

The Bronze Level lays the foundation, focusing on basic competencies as well as overall product knowledge and processes. The Silver Level builds on that knowledge adding more depth while at the same time increasing professionalism. The Gold Level stresses “Being Proficient”, giving participants the necessary skills to identify and capitalize on business opportunities. The Platinum Level concludes the different learning levels making your experts even better.

The PE3 Standard requires the achievement of a minimum certification level per job category based on the Curriculum Training defined by Opel.

Please note

If you have already completed the Bronze, Silver or Gold Level (excluding Gold Level Certified Service Technicians), your certification status will be retained and reflected online. As new courses are introduced, your Learning Plan will be updated automatically in the system with the appropriate credits, so that you do not duplicate training content.

Curriculum Training

Opel Training Activity Guide | January 2013 | 20

Induction Training

Gold Level Certificate

Silver Level Certificate

Bronze Level Certificate

Gold Level

RequiredBronze + Silver + Gold Courses = GOLD LEVEL

Silver Level

RequiredBronze + Silver Courses = SILVER LEVEL

Bronze Level

IBT 0 HRS

IBT 24 HRS

WBT 0 HRS

IBT 12 HRS

WBT 0 HRS

WBT 0,5 HRS

Technical Training for Sales

Consultants

SANC141-V1-IBTIBT 6 hrs

Consultative Selling Part 1 & 2 - Building the Customer Relationship

SANC11-WBTSANC121-V1-IBT-GME

WBT 4 hrsIBT 12 hrs

Delivering Exceptional Product Presentations

SANC126-V1-IBTIBT 12 hrs

Customer Contact Management

SANC128-IBT-GMEIBT 6 hrs

Presenting the Right F&I Options

SAFI25-V1-IBT-GMEIBT 12 hrs

Consultative Selling 3 - Gaining Customer

Commitment

SANC122-IBT-GMEIBT 12 hrs

The Opel Handover

SAGN154-V1-IBTIBT 6 hrs

Helping Your Customers Buy Again

SANC129-V1-IBT-GMEIBT 6 hrs

How to Acquire New Customers


Prospecting for New Customers

Part 1

SANC06-WBTWBT 2 hrs

Passion for Opel

SAGN184-V1-VCTVCT 2 hrs

IBT 48 HRS

WBT 8 HRS

VCT 2 HRS

Upselling More Car per Car


Please Note

It is important to complete all courses at one level in sequence (i.e., reading left to right by level) before starting courses of a superior level.

Sales

The Opel History

BMGN312-V1-WBTWBT 30 min

Passenger Car Sales Consultant Curriculum

Opel Product Range

SABE08-V3-WBTWBT 2 hrs



Commercial Vehicle Product Knowledge

Part 1

SACV50-V2-IBTIBT 6 hrs


Part 2


Consultative Selling Part 1

SANC11-WBTWBT 4 hrs

Finance & Leasing for Business Customers

SAFI06IBT 12 hrs

Consultative Business Sales

SANC114IBT 12 hrs

Passion for Opel

SAGN184-V1-VCTVCT 2 hrs IBT 36 HRS

WBT 4 HRS

VCT 2 HRS


IBT 6 HRS

WBT 2 HRS

Prospecting for New Customers Part 1

SANC06-WBTWBT 2 hrs

Prospecting for New Business

Customers

SANC115IBT 6 hrs

Induction Training


Gold Level


Silver Level


Bronze Level

IBT 0 HRS

IBT 18 HRS

WBT 0 HRS

WBT 0,5 HRS

Advanced Business Sales

SACV24IBT 12 hrs

Remarketing(Elective)

SACV23IBT 6 hrs

Please Note


Sales

Commercial Vehicle Sales Consultant Curriculum

The Opel History


New course is high-lighted in box.


Fleet Sales Consultant Curriculum

Induction Training




Gold Level


Silver Level


Bronze Level

IBT 0 HRS

IBT 30 HRS

WBT 2 HRS

IBT 18 HRS

WBT 0 HRS

WBT 0,5 HRS

Consultative Selling Part 1

SANC11-WBTWBT 4 hrs

Finance & Leasing for Business Customers

SAFI06IBT 12 hrs

Consultative Business Sales

SANC114IBT 12 hrs

Prospecting for New Customers Part 1

SANC06-WBTWBT 2 hrs

Prospecting for New Business Customers

SANC115IBT 6 hrs

IBT 12 HRS

WBT 6 HRS

VCT 2 HRS

Passion for Opel


Advanced Business Sales

SACV24IBT 12 hrs

Remarketing

SACV23IBT 6 hrs

Please Note


Sales


Part 1



Part 2


Opel ProductRange

SABE08-V3-WBTWBT 2 hrs

The Opel History




IntelliLink Expert - Sales Consultant Curriculum

Sales


IntelliLink Expert

VBT 18 MIN

IBT 3 HRS

VCT 3 HRS

IntelliLink Part A

SAGN374a-V1-VCTVCT 1,5 hrs

IntelliLink Expert Training

SAGN373-V1-IBTIBT 3 hrs

IntelliLink Part B

SAGN374b-V1-VCTVCT 1,5 hrs

IntelliLink Videos Series 1

(see details in table below)

SAGN374(a-i)-V1-VBTeach VBT 2 min

IntelliLink Videos Series 2

(will be added end of Q4)

SAGN374(j-r)-V1-VBTeach VBT 2 min

Course Code Title Duration

SAGN374a-V1-VBT IntelliLink and ADAM, an overview 2 minutes

SAGN374b-V1-VBT IntelliLink, ADAM and Bluetooth 2 minutes

SAGN374c-V1-VBT IntelliLink, ADAM and the full range of audio features 2 minutes

SAGN374d-V1-VBT IntelliLink, ADAM and the Stitcher personal news and talk internet radio app 2 minutes

SAGN374e-V1-VBT IntelliLink, ADAM and the Gallery feature 2 minutes

SAGN374f-V1-VBT IntelliLink, ADAM and the TuneIn internet radio app 2 minutes

SAGN374g-V1-VBT Siri Eyes free - The intelligent Personal Assistant from Apple 2 minutes

SAGN374h-V1-VBT IntelliLink and BringGo - an overview 2 minutes

SAGN374i-V1-VBT IntelliLink and BringGo - in more detail 2 minutes

Induction Training



Silver Level


Bronze Level

IBT 0 HRS

WBT 0,5 HRS

Passion for Opel


Tech 2 Part 1

SVEL326-WBTWBT 6 hrs

Workshop Tools - Part 1, - Part 2 & - Part 3


WBT 2 hrs / VCT 2 hrs / IBT 6 hrs

Workshop Methods

SVGN353-V1-WBT-GMESVGN353-V1-VCT-GMESVGN353-V1-IBT-GME


Vehicle Electrics

SVEL385-V1-VCT-GMEVCT 2 hrs

Vehicle ElectricsPart 1 & Introduction to the

CAN-Bus

SVEL386-V1-WBT-GMESVEL387-V1-WBT-GMEWBT 2 hrs / WBT 1,5 hrs

Vehicle Electrics

SVEL380-V1-IBT-GMEIBT 12 hrs

Diagnostic Tools

SVGN520-V1-WBTSVGN520-V1-VCTSVGN520-V1-IBT


IBT 12 HRS

WBT 10 HRS

VCT 6 HRS

Please Note


IBT 24 HRS

WBT 5,5 HRS

VCT 4 HRS

Tech Aftersales

Passenger Car & Commercial Vehicle Service Technician Curriculum — Bronze & Silver Level

The Opel History



Passenger Car Service Technician Curriculum — Gold & Platinum Level

Platinum Level Certificate


Platinum Level

ELECTIVE

Gold Level


Engine Management Systems (EMS)

SVEL394-V1-WBT3 hrs

Chassis Systems Module

(see table for details)

MTA TransmissionModule

(see table for details)

Communication and Mentoring

BMAD20-IBT-GME12 hrs

Advanced Diagnosis

SVEL430-V1-IBT12 hrs

Practical Assessment SVGN505-V1-IBT IBT 6 hrs

IBT 30-36 HRS

WBT 7-12 HRS

VCT 5,5 HRS

Please Note


IBT 36 HRS

WBT 8 HRS

VCT 3 HRS

Tech Aftersales

Petrol Engine Management Systems (PEMS)


1 hr / 2 hrs / 12 hrs

Diesel Engine Management Systems (DEMS)


2 hrs / 2 hrs / 12 hrs

Elective Training Module Course Code & Duration

Chassis Systems(Platinum Level Course)

SVGN410-V1-WBT 2 hrs

SVGN410-V1-VCT 1,5 hrs

SVGN410-V1-IBT 6 hrs

MTA Transmission(Platinum Level Course)

SVMC328-WBT 6 hrs

SVGN390-V1-VCT 1,5 hrs


Body Systems - Infotainment

SVEL400-V1-WBT 1 hr

SVEL400-V1-VCT 1,5 hrs

SVEL400-V1-IBT 6 hrs

Body Systems - Supplementary Restraint Systems

SVEL405-V1-WBT 1 hr

SVEL405-V1-VCT 1,5 hr


Body Systems - Security and As-sistance

SVEL420-V1-WBT 1 hr

SVEL420-V1-VCT 1,5 hr


Automatic Transmission

SVGN420-V1-WBT 2 hrs

SVGN378-V1-VCT 2 hrs


Body Systems - Air Condition

SVEL410-V1-WBT 1 hrs

SVEL410-V1-VCT 1,5 hrs


Elective Training Module

Please choose one out of the seven Elective Training Modules each

consisting of a WBT, VCT and IBT.(see above table for details)

To avoid duplication of knowledge gained when completing the Gold Level the following equivalency exemption will be credited:If you complete either the Bus Systems Chassis or the Bus Diagnosis Auto Trans-mission elective training programme you will be credited for the same courses offered in the Platinum Level.


Platinum Level Certificate


Platinum Level

ELECTIVE

Gold Level


CV Electrics & Electronics

CVEL15-V1-IBT12 hrs

CV Diesel Engine Management

CVEL10-V1-IBT12 hrs

Communication and Mentoring

BMAD20-IBT-GME12 hrs

Advanced Diagnosis CV

CVEL20-V1-IBT12 hrs

Practical Assessment CVGN05-V1-IBT IBT 6 hrs

IBT 30-36 HRS

WBT 6-11 HRS

VCT 3,5 HRS

Please Note


IBT 36 HRS

WBT 8 HRS

VCT 3 HRS

Tech Aftersales

Diesel Engine Management System

(DEMS)

SVEL392-V1-WBTSVEL392-V1-VCT

2 hrs / 2 hrs

Engine Management System (EMS)

SVEL394-V1-WBT3 hrs

Chassis Systems Module

SVGN410-V1-WBTSVGN410-V1-VCTSVGN410-V1-IBT

2 hrs / 1,5 hrs / 6 hrs

MTA TransmissionModule

SVMC328-WBTSVGN390-V1-VCTSVGN435-V1-IBT

6 hrs / 1,5 hrs / 6 hrs

Commercial Vehicle Service Technician Curriculum — Gold & Platinum Level


High Voltage Service Technician Curriculum

Please Note


HV Service Technician Certificate

HV Diagnostic TechnicianA Technician at this level is qualified to perform diagnostic procedures on the High Voltage system of the Ampera/Volt.

HV Qualified TechnicianA Technician at this level is qualified to perform High Voltage repairs on the Ampera/Volt including disconnection of the High Voltage Battery.

HV Service TechnicianA Technician at this level is not qualified to perform high voltage repairs on Ampera/Volt but may carry out all other maintenance work.

Ampera/Volt New Technical Features

SVGN494-V1-IBTIBT 12 hrs

HVV, Basic Electrics Refresher and Theory

Test


Ampera/Volt High Voltage Disconnect Procedures and

Certification

SVEL423-V1-IBTIBT 6 hrs

IBT 12 HRS

WBT 7 HRS

VCT 0 HRS

High-Voltage Vehicle Awareness

SVLE02-V1-WBTWBT 1 hr

Ampera/Volt Systems and Diagnostics

SVGN492-V1-WBTWBT 2 hrs

Ampera/Volt Advanced Supporting Systems


Introduction to Ampera/Volt


Tech Aftersales

HV Qualified Technician Certificate

IBT 18 HRS

WBT 0 HRS

VCT 0 HRS

HV Diagnostic Techni-cians Certificate

IBT 6 HRS

WBT 2 HRS

VCT 2 HRS


Tech Aftersales


IntelliLink Expert - Technician Curriculum

IntelliLink Expert

IBT 6 HRS

Infotainment Expert


Passenger Car & Commercial Vehicle Service Advisor Curriculum

Induction Training



Gold Level


Silver Level


Bronze Level

IBT 0 HRS

WBT 0,5 HRS

Advanced Service Advisor Part 1

BMSV101-V1-IBT-GMEIBT 12 hrs

Outsell the Independent

BMSV329-V1-VCT-GMEVCT 2 hrs

Boost Efficiency Maximise Profits


Stop Your Customer Defecting


IBT 12 HRS

WBT 0 HRS

VCT 0 HRS

IBT 0 HRS

WBT 0 HRS

VCT 6 HRS

Please Note


Non-tech Aftersales


Service Policies & Procedures

Part 1 & 2

BMSV111-V1-WBTBMSV112-V1-WBT

WBT 2 hrs / WBT 2 hrs

Menu Pricing(Aftersales)


Fix Right First Time and Customer Satisfaction

BMSV77-V1-WBT-GMEWBT 2 hrs

The Effective Service Advisor

BMSV05-V2-IBT-GMEIBT 12 hrs

TIS2WEB Launch WBT

SVEL375-V1-WBT-GMEWBT 1 hr

Passion for Opel


IBT 12 HRS

WBT 7/9 HRS

VCT 6 HRS

The Commercial Vehicle Road Plus Program

CV ONLY

SVCV18-V1-WBTWBT 2 hrs

Menu PricingWEB Administration

BMSV125-V1-VCTVCT 2 hrs

The Opel History



Passenger Car & Commercial Vehicle Parts Sales Consultant Curriculum

Induction Training




Gold Level


Silver Level


IBT 0 HRS

WBT 0,5 HRS

Passion for Opel


Developing the Parts Retail Business

PAGN73-V1-VCT-GMEVCT 2 hrs

Parts and Accessories Elementary Stock Management

PAGN25-V2-WBT-GMEWBT 2 hrs

In-Bound Tele Sales


IBT 0 HRS

WBT 0 HRS

VCT 2 HRS

IBT 0 HRS

WBT 2 HRS

VCT 2 HRS

IBT 12 HRS

WBT 4 HRS

VCT 8 HRS

Bronze Level Parts & Accessories Customer Handling

Skills Part 1


Parts & Accessories Customer Handling

Skills Part 2

PAGN64-V1-IBT-GMEIBT 12 hrs

Introduction to the Parts Trade

Sales Business

BMPA33-WBT-GMEWBT 2 hrs

Accessories Product Knowledge


Please NoteIt is important to complete all courses at one level in sequence (i.e., reading left to right by level) before starting courses of a superior level.

* EPC is currently in transition. EPC 5 is expected later this year. Both VCTs are subject to local deployment. It is a local decision whether to add EPC 4 to the curriculum or to wait for EPC 5.

Non-tech Aftersales

The Opel History


Electronic Parts Catalogue 4*

BMPA65-V1-VCTVCT 2 hrs

Electronic Parts Catalogue 4*

BMPA70-V1-VCTVCT 2 hrs



Warranty Administrator Elective Curriculum

Induction Training


Gold Level


Bronze Level

IBT 0 HRS

WBT 0,5 HRS

Please Note


IBT 0 HRS

WBT 0 HRS

VCT 0 HRS

Non-tech Aftersales



Silver Level


Service Policies & Procedures Part 1

BMSV111-V1-WBTWBT 2 hrs

TIS2WEB Launch WBT

SVEL375-V1-WBT-GMEWBT 1 hr

The Effective Warranty Administrator Part 2

BMSV120- V1-VCTVCT 1,5 hrs

Passion for Opel


Customer Care Policy (Basics)

BMSV205-V1-VCTVCT 1,5 hrs

IBT 0 HRS

WBT 5 HRS

VCT 3,5 HRS

IBT 0 HRS

WBT 0 HRS

VCT 4,5 HRS

Service Policies & Procedures Part 2

BMSV112-V1-WBTWBT 2 hrs

The Effective Warranty Administrator Part 1

BMSV115- V1-VCTVCT 1,5 hrs

Customer Care Policy - Advanced Level

BMSV210-V1-VCTVCT 1,5 hrs

The Opel History



Parts Trade Sales Consultant Elective Curriculum

Induction Training




Gold Level


Silver Level


IBT 0 HRS

WBT 0,5 HRS

Passion for Opel


Developing the Parts Trade Business

PAGN23-V1-VCTVCT 2 hrs

IBT 0 HRS

WBT 0 HRS

VCT 2 HRS

IBT 0 HRS

WBT 2 HRS

VCT 4 HRS

IBT 12 HRS

WBT 4 HRS

VCT 4 HRS

Bronze Level Parts & Accessories Customer Handling Skills

Part 1



Skills Part 2


Introduction to the Parts Trade Sales

Business




Please Note


Outbound Telesales


Parts & Accessories Elementary Stock Management


In-Bound Tele Sales


Non-tech Aftersales

The Opel History



Parts Trade Sales Representative Elective Curriculum

Induction Training




Gold Level


Silver Level


IBT 0 HRS

WBT 0,5 HRS

Passion for Opel


Parts & Accessories Elementary Stock Management


In-Bound Tele Sales


IBT 0 HRS

WBT 0 HRS

VCT 2 HRS

IBT 0 HRS

WBT 2 HRS

VCT 4 HRS

IBT 12 HRS

WBT 4 HRS

VCT 4 HRS

Bronze Level Parts & Accessories Customer Handling Skills

Part 1



Skills Part 2


Introduction to the Parts Trade Sales

Business




Outbound Tlesales


Professional Selling in the Field


Please Note


Non-tech Aftersales

The Opel History



opel training activity guide q4 2013_ro

Documents

curriculum training

cv sales consultant

ibt sales ibt

ibt sagn373v1

pc cv sales consultant

curriculum changes

opel cascadalasa366v1

vct sagn391v1