2013 fmcsa academy handbook training and performance...ambassador training criteria ... new ford...

2013 FMCSA Academy Handbook

CONTENT

Academy Ambassador

Dealer Principal

Parts Sales Consultant

Parts Sales Manager

Sales Executives (New Ford & Mazda, Ford Only, Mazda Only & New & Used)

Sales Executives Used

Sales Manager

(New Ford & Mazda, Ford Only, Mazda Only & New & Used)

Sales Manager Used

Service Advisor

Service Manager

UPDATES

1. All criteria updated – 18th January 2013 2. Sales Manager performance criteria

explanation added - 11th April 2013 3. Sales Executive Used performance criteria

added - 11th April 2013

Ambassador Training Criteria

2013 ACADEMY TRAINING REQUIREMENTS PER STATUS LEVEL

ACADEMY AMBASSADOR

COURSE NAME

Type of

Training

Hrs (±) /

Days Induction Silver

Honorary

Silver Gold

Honorary

Gold Platinum

Honorary

Platinum

Academy Induction Online 45 mins Y

Brand Heritage (Ford & Mazda) Online 1 hr each Y

Interactive Customer Handling Skills (*) Classroom 1 day Y

Ambassador Workshop Classroom 1 day Y Y Y Y Y Y Y

Ambassador Online Exam Online 45 mins Y Y Y Y Y Y Y

(*) 2 days if Ambassador is registered as Parts, Sales or Service Consultant

Honorary members (60 years and older) are required to complete only compulsory requirements to ensure that they are not Red-Circled. However, classroom

attendance is compulsory should the Honorary member wish to promote to the next level.

Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder

promotion to the next level.

Ambassador Performance Criteria

2013 ACADEMY PERFORMANCE REQUIREMENTS PER STATUS LEVEL

ACADEMY AMBASSADOR

(Annual Sales Targets as determined by Academy Director)

MEASUREMENT :

ALL CATEGORIES (A, B, C, D, E & F) Induction Silver

Honorary

Silver Gold

Honorary

Gold Platinum

Honorary

Platinum

Verify and ensure managers approve 100%

(all) the Dealership staff members Personal

Development Plans (PDP'S) by 30th

January 2013

No

Pe

rfo

rma

nce

Cri

teri

a

After a

month of

Deadline

Date

(March

onwards)

After a

month of

Deadline

Date

(March

onwards)

Within a

month

after

Deadline

Date

(February)

Within a

Month

after

Deadline

Date

(February)

By

Deadline

Date

(30th

January)

By

Deadline

Date

(30th

January)

All Dealer Staff members training courses

to be booked on the LMS by 30th January

2013

After a

month of

Deadline

Date

(March

onwards)

After a

month of

Deadline

Date

(March

onwards)

Within a

month

after

Deadline

Date

(February)

Within a

Month

after

Deadline

Date

(February)

By

Deadline

Date

(30th

January)

By

Deadline

Date

(30th

January)

Dealer Principal Training Criteria


DEALER PRINCIPAL

COURSE NAME

Type of

Training

Hrs (±) /


Honorary

Silver Gold

Honorary

Gold Platinum

Honorary

Platinum


Ford Product Induction Online 1 hr pp Y

Mazda Product Induction Online 1 hr pp Y

Ford Brand Heritage Online 1 hour Y

Mazda Brand Heritage Online 1 hour y

Interactive Customer Handling Skills Classroom 1 day Y

Practical Coaching Skills for Manager Classroom 1 day Y Y Y Y

Effective Selection Skills Classroom 1 day Y Y Y

Applied Management Competencies Classroom 1 day Y Y

Practical Performance Management Classroom 1 day Y



Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder promotion

to the next level.

Dealer Principal Performance Criteria

2013 ACADEMY PERFORMANCE REQUIREMENTS PER STATUS LEVEL

DEALER PRINCIPAL

MEASUREMENT : MEASUREMENT : MEASUREMENT : MEASUREMENT : InductionInductionInductionInduction SilverSilverSilverSilver Honorary Honorary Honorary Honorary

SilverSilverSilverSilver GoldGoldGoldGold Honorary Honorary Honorary Honorary

GoldGoldGoldGold PlatinumPlatinumPlatinumPlatinum Honorary Honorary Honorary Honorary PlatinumPlatinumPlatinumPlatinum

Submit accurate Dealership financials on a monthly basis within the required deadline

No

Pe

rf.

Crite

ria

Y Y Y Y Y Y

Meet FMCSA CVP Objective Y Y Y Y Y Y

Ensure that 50% of the Dealership staff, as per Academy Target Groups, are on Gold & Platinum status level

Y Y Y Y Y Y

The Dealer Principal Academy status levels will be determined based on the status of the The Dealer Principal Academy status levels will be determined based on the status of the The Dealer Principal Academy status levels will be determined based on the status of the The Dealer Principal Academy status levels will be determined based on the status of the New Vehicle Sales Manager PLUS one other New Vehicle Sales Manager PLUS one other New Vehicle Sales Manager PLUS one other New Vehicle Sales Manager PLUS one other Managers status levelManagers status levelManagers status levelManagers status level on the same level AS WELL AS achieving the identified training and performance criteria.on the same level AS WELL AS achieving the identified training and performance criteria.on the same level AS WELL AS achieving the identified training and performance criteria.on the same level AS WELL AS achieving the identified training and performance criteria.

Parts Sales Consultants Training Criteria


PARTS SALES CONSULTANT

COURSE NAME

Type of

Training

Hrs (±) /


Honorary

Silver Gold

Honorary

Gold Platinum

Honorary

Platinum



Mazda Brand Heritage Online 1 hour Y

Interactive Customer Handling Skills Classroom 2 days Y

Practical Parts Selling Skills - Foundation Phase Classroom 2 days Y

Practical Parts Selling Skills - Level 1 ** Classroom 2 days Y

Practical Parts Selling Skills - Level 2** Classroom 2 days Y

Practical Parts Selling Skills - Level 3** Classroom 2 days Y

** Recognition of Prior Learning Online Assessments for Functional courses (e.g. Practical Selling Skills) are available on the Academy Website (one

opportunity per learner, per course). Competent = Contact Academy Call Centre to update Learner History. Not Yet Competent = Course attendance is

compulsory.

Honorary members (60 years and older) are required to complete only compulsory requirements to ensure that they are not Red-Circled. However,

classroom attendance is compulsory should the Honorary member wish to promote to the next level.



Parts Sales Consultant Performance Criteria

2013 ACADEMY TRAINING & PERFORMANCE REQUIREMENTS PARTS SALES CONSULTANTS

FORD & MAZDA PARTS SALES TARGET PER FORD & MAZDA PARTS SALES TARGET PER FORD & MAZDA PARTS SALES TARGET PER FORD & MAZDA PARTS SALES TARGET PER MONTH MONTH MONTH MONTH InductionInductionInductionInduction SilverSilverSilverSilver

Honorary Honorary Honorary Honorary SilverSilverSilverSilver GoldGoldGoldGold

Honorary Honorary Honorary Honorary GoldGoldGoldGold PlatinumPlatinumPlatinumPlatinum

Honorary Honorary Honorary Honorary PlatinumPlatinumPlatinumPlatinum

Category A Dealer

No

Pe

rfo

rma

nc

e

Crite

ria

R 410,600 R 410,600 R 483,090 R 483,090 R 531,400 R 531,400

Category B Dealer R 353,175 R 353,175 R 415,500 R 415,500 R 457,050 R 457,050

Category C Dealer R 281,600 R 281,600 R 331,300 R 331,300 R 364,420 R 364,420

Category D Dealer R 193,070 R 193,070 R 227,140 R 227,140 R 250,000 R 250,000

Category E Dealer R 93,240 R 93,240 R 109,700 R 109,700 R 120,660 R 120,660

(Annual Sales Targets as determined by FMCSA Customer Service Organisation National Manager )

Parts Manager / After-Sales Manager Training Criteria


PARTS MANAGER

COURSE NAME

Type of

Training

Hrs (±) /


Honorary

Silver Gold

Honorary

Gold Platinum

Honorary

Platinum













Parts Manager / After-Sales Manager Performance Criteria

2013 ACADEMY TRAINING & PERFORMANCE REQUIREMENTS PARTS MANAGERS

ROSI Percentage MeasurementROSI Percentage MeasurementROSI Percentage MeasurementROSI Percentage Measurement InductionInductionInductionInduction SilverSilverSilverSilver Honorary Honorary Honorary Honorary



Category A

No

Pe

rfo

rma

nc

e

Cri

teria

190% 190% 210% 210% 240% 240%

Category B 190% 190% 210% 210% 240% 240%

Category C 175% 175% 200% 200% 230% 230%

Category D 175% 175% 200% 200% 230% 230%

Category E 165% 165% 190% 190% 210% 210%

CATEGORIES A, B, C, D & ECATEGORIES A, B, C, D & ECATEGORIES A, B, C, D & ECATEGORIES A, B, C, D & E

MEASUREMENTMEASUREMENTMEASUREMENTMEASUREMENT InductionInductionInductionInduction SilverSilverSilverSilver Honorary Honorary Honorary Honorary



Achieve CSO Parts Sales Objectives Percentage

No

Pe

rfo

rma

nc

e

Cri

teria

> 90% > 90% > 100% > 100% > 105% > 105%

CSO Loyalty Percentage > 85% > 85% > 87% > 87% > 92% > 92%

Selling Gross Profit Percentage > 25% > 25% > 25% > 25% > 25% > 25%

Accessory Loyalty PNUR National

Acc PNUR

National Acc

PNUR

National Acc

PNUR

National Acc

PNUR

National Acc

PNUR

National Acc

PNUR


Sales Executives Training Criteria


SALES EXECUTIVES - NEW (Ford & Mazda), New (Ford Only), New (Mazda Only), NEW & USED and USED

COURSE NAME

Type of

Training

Hrs (±) /


Honorary

Silver Gold

Honorary

Gold Platinum

Honorary

Platinum

Ford Focus ST MY12 Exam Online 45 mins Y Y Y Y Y Y Y

Ford Fiesta ST MY 13 Exam Online 45 mins Y Y Y Y Y Y Y

Ford Kuga MY13 Exam Online 45 mins Y Y Y Y Y Y Y

Ford Transit MY13 Exam Online 45 mins Y Y Y Y Y Y Y

Ford Fiesta Hatch MY13 Exam Online 45 mins Y Y Y Y Y Y Y

Ford Fiesta Sedan MY13 Exam Online 45 mins Y Y Y Y Y Y Y

Ford Ecosport MY13 Online 45 mins Y Y Y Y Y Y Y

Mazda 6 MY13 Online 45 mins Y Y Y Y Y Y Y




Ford Product Induction Online 1 hr pp Y

Mazda Product Induction Online 1 hr pp Y


Sales Accelerator Programme Classroom 5 days Y Y

Practical Selling Skills - Level 1 ** Classroom 2 days Y

Ford & Mazda Product Induction on-line learning covers ALL Ford & Mazda products. The Sales Accelerator Programme covers only Ford Figo &

Mazda 3.

** Recognition of Prior Learning Online Assessments for Functional courses (e.g. Practical Selling Skills) are available on the Academy Website (one

opportunity per learner, per course). Competent = Contact Academy Call Centre to update Learner History. Not Yet Competent = Course

attendance is compulsory.

Honorary members (60 years and older) are required to complete only compulsory requirements to ensure that they are not Red-Circled.

However, classroom attendance is compulsory should the Honorary member wish to promote to the next level. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not

hinder promotion to the next level or result in Red-Circling.

Sales Executives Performance Criteria (New Ford & Mazda, New Ford Only, New Mazda Only)

2013 ACADEMY TRAINING & PERFORMANCE REQUIREMENTS

SALES EXECUTIVES - NEW (Ford & Mazda), New (Ford Only), New (Mazda Only)

(Annual Sales Targets as determined by FMCSA National Sales Manager )

These sales performance requirements EXCLUDES any FMCSA negotiated Government or Parastatal deals.

New Vehicle Sales Executives New Vehicle Sales Executives New Vehicle Sales Executives New Vehicle Sales Executives ---- Ford and MazdaFord and MazdaFord and MazdaFord and Mazda

8 Months 8 Months 8 Months 8 Months (November 2012 (November 2012 (November 2012 (November 2012 ---- June 2013)June 2013)June 2013)June 2013) 12 Months (November 2012 12 Months (November 2012 12 Months (November 2012 12 Months (November 2012 ---- October 2013)October 2013)October 2013)October 2013)

Dealer CategoryDealer CategoryDealer CategoryDealer Category InductionInductionInductionInduction SilverSilverSilverSilver GoldGoldGoldGold PlatinumPlatinumPlatinumPlatinum InductionInductionInductionInduction SilverSilverSilverSilver GoldGoldGoldGold PlatinumPlatinumPlatinumPlatinum

AAAA 0 - 32 33 - 72 73 - 104 Above 104 0 - 48 49 - 108 109 - 156 Above 156

BBBB 0 - 32 33 - 60 61 - 83 Above 83 0 - 48 49 - 90 91 - 124 Above 124

CCCC 0 - 24 25 - 45 46 - 64 Above 64 0 - 36 37 - 68 69 - 96 Above 96

DDDD 0 - 24 25 - 40 41 - 59 Above 59 0 - 36 37 - 60 61 - 88 Above 88

EEEE 0 - 20 21 - 32 33 - 48 Above 48 0 - 30 31 - 48 49 - 72 Above 72

FFFF 0 - 20 21 - 25 26 - 36 Above 36 0 - 30 31 - 38 39 - 54 Above 54

New Vehicle Sales Executives New Vehicle Sales Executives New Vehicle Sales Executives New Vehicle Sales Executives ---- Ford onlyFord onlyFord onlyFord only

8 Months (November 2012 8 Months (November 2012 8 Months (November 2012 8 Months (November 2012 ---- June 2013)June 2013)June 2013)June 2013) 12 Months (November 2012 12 Months (November 2012 12 Months (November 2012 12 Months (November 2012 ---- October 2013)October 2013)October 2013)October 2013)


AAAA 0 - 32 33 - 60 61 - 80 Above 80 0 - 48 49 - 90 91 - 120 Above 120

BBBB 0 - 32 33 - 45 46 - 60 Above 60 0 - 48 49 - 68 69 - 90 Above 90

CCCC 0 - 24 25 - 45 46 - 48 Above 48 0 - 36 37 - 58 59 - 72 Above 72

DDDD 0 - 24 25 - 39 41 - 44 Above 44 0 - 36 37 - 55 56 - 66 Above 66

EEEE 0 - 20 21 - 31 33 - 40 Above 40 0 - 30 31 - 46 47 - 60 Above 60

FFFF 0 - 20 21 - 22 26 - 36 Above 36 0 - 30 31 - 32 33 - 54 Above 54

New Vehicle Sales Executives New Vehicle Sales Executives New Vehicle Sales Executives New Vehicle Sales Executives ---- Mazda onlyMazda onlyMazda onlyMazda only

8 8 8 8 Months (November 2012 Months (November 2012 Months (November 2012 Months (November 2012 ---- June 2013)June 2013)June 2013)June 2013) 12 Months (November 2012 12 Months (November 2012 12 Months (November 2012 12 Months (November 2012 ---- October 2013)October 2013)October 2013)October 2013)


AAAA 0 - 24 25 - 40 41 - 48 Above 48 0 - 36 37 - 60 61 - 72 Above 72

BBBB 0 - 16 17 - 20 21 - 24 Above 24 0 - 24 25 - 30 31 - 36 Above 36

CCCC 0 - 10 11 - 16 17 - 19 Above 19 0 - 15 16 - 24 25 - 28 Above 28

DDDD 0 - 9 10 - 12 13 - 16 Above 16 0 - 13 14 - 18 19 - 24 Above 24

EEEE 0 - 7 8 - 10 11 - 12 Above 12 0 - 10 11 - 15 16 - 18 Above 18

FFFF 0 - 4 5 - 8 9 - 10 Above 10 0 - 6 7 - 12 13 - 15 Above 15

Sales Executives Performance Criteria (Used)

2013 ACADEMY TRAINING & PERFORMANCE REQUIREMENTS USED VEHICLE SALES EXECUTIVES

(Annual Sales Targets as determined by FMCSA (Annual Sales Targets as determined by FMCSA (Annual Sales Targets as determined by FMCSA (Annual Sales Targets as determined by FMCSA National Sales Manager )National Sales Manager )National Sales Manager )National Sales Manager )

These sales performance requirements These sales performance requirements These sales performance requirements These sales performance requirements EXCLUDEEXCLUDEEXCLUDEEXCLUDE any FMCSA negotiated Government or Parastatal deals.any FMCSA negotiated Government or Parastatal deals.any FMCSA negotiated Government or Parastatal deals.any FMCSA negotiated Government or Parastatal deals.

USED VEHICLE SALES EXECUTIVESUSED VEHICLE SALES EXECUTIVESUSED VEHICLE SALES EXECUTIVESUSED VEHICLE SALES EXECUTIVES

8 Months (November 2012 8 Months (November 2012 8 Months (November 2012 8 Months (November 2012 ---- June 2013)June 2013)June 2013)June 2013) 12 Months (November 2012 12 Months (November 2012 12 Months (November 2012 12 Months (November 2012 ---- October 2013)October 2013)October 2013)October 2013)

Dealer CategoryDealer CategoryDealer CategoryDealer Category InductionInductionInductionInduction SilverSilverSilverSilver Gold Gold Gold Gold Platinum Platinum Platinum Platinum InductionInductionInductionInduction SilverSilverSilverSilver Gold Gold Gold Gold Platinum Platinum Platinum Platinum

AAAA 0 - 30 31 - 58 59 - 80 Above 80 0 - 45 46 - 72 73 - 133 Above 133

BBBB 0 - 30 31 - 45 46 - 60 Above 60 0 - 45 46 - 68 69 - 85 Above 85

CCCC 0 - 22 23 - 42 43 - 50 Above 50 0 - 33 34 - 58 59 - 60 Above 60

DDDD 0 - 22 23 - 40 41 - 45 Above 45 0 - 33 34 - 48 49 - 56 Above 56

EEEE 0 - 18 19 - 30 31 - 40 Above 40 0 - 27 28 - 35 36 - 45 Above 45

FFFF 0 - 18 19 - 25 26 - 35 Above 35 0 - 27 28 - 34 35 - 44 Above 44

Sales Manager Training Criteria (New Ford Only, New Mazda Only, New Ford & Mazda

New & Used, Used)


SALES MANAGERS - NEW (Ford & Mazda), New (Ford Only), New (Mazda Only), NEW & USED and USED

COURSE NAME

Type of

Training

Hrs (±) /


Honorary

Silver Gold

Honorary

Gold Platinum

Honorary

Platinum








Mazda 6 MY13 Online 45 mins Y


Ford Product Induction Online 1 hour Y

Mazda Product Induction Online 1 hour Y








Ford & Mazda Product Induction on-line learning covers ALL Ford & Mazda products. The Sales Accelerator Programme covers only Ford Figo &

Mazda 3.


However, classroom attendance is compulsory should the Honorary member wish to promote to the next level.

Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not

hinder promotion to the next level.

Sales Manager Performance Criteria (New Ford Only, New Mazda Only, New Ford & Mazda,

New & Used, Used)

2013 ACADEMY PERFORMANCE REQUIREMENTS PER STATUS LEVEL SALES MANAGERS - NEW (Ford & Mazda), New (Ford Only), New (Mazda Only), NEW & USED and USED

(Annual Sales Targets as determined by FMCSA National Sales Manager )

These sales performance requirements EXCLUDES any FMCSA negotiated Government or Parastatal deals.

PERFORMANCE CRITERIA Induction Silver Honorary

Silver Gold

Honorary

Gold Platinum

Honorary

Platinum

Maintain the prescribed level of Sales CVP (Customer View

Point) – Mazda Only Sales Managers are not measured against

CVP

Cu

rre

ntl

y N

o P

erf

. C

rite

ria

- T

o b

e

con

sid

ere

d f

or

20

12

Y Y Y Y Y Y

Achieve FMCSA Sales Objectives

• Ford Only and Mazda Only sales managers are required

to meet the higher percentage objective

• New Ford & Mazda and New & Used sales managers are

required to meet a minimum for both brands as

stipulated.

90 -

100%

(min of

85% for

both

brands)

90 -

100%

(min of

85% for

both

brands)

100 -

110%

(min of

90% for

both

brands)

100 -

110%

(min of

90% for

both

brands)

100 -

110%

(min of

95% for

both

brands)

100 -

110%

(min of

95% for

both

brands)

Service Advisors Training Criteria


SERVICE ADVISOR

COURSE NAME

Type of

Training

Hrs (±) /


Honorary

Silver Gold

Honorary

Gold Platinum

Honorary

Platinum










Brand Heritage (Ford & Mazda) Online 2 hrs each Y


Practical Service Selling Skills - Foundation Phase ** Classroom 2 days Y

Practical Service Selling Skills - Level 1 ** Classroom 2 days Y



** Recognition of Prior Learning Online Assessments are available on the Academy Website (one opportunity per learner, per course). Competent = Contact Academy Call

Centre to update Learner History. Not Yet Competent = Course attendance is compulsory.

Honorary members (60 years and older) are required to complete only compulsory requirements to ensure that they are not Red-Circled. However, classroom attendance is

compulsory should the Honorary member wish to promote to the next level.

Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder promotion

to the next level.

Service Advisor Performance Criteria

2013 ACADEMY TRAINING & PERFORMANCE REQUIREMENTS SERVICE ADVISORS


MEASUREMENT : CATEGORIES A, B, MEASUREMENT : CATEGORIES A, B, MEASUREMENT : CATEGORIES A, B, MEASUREMENT : CATEGORIES A, B, C, D & EC, D & EC, D & EC, D & E InductionInductionInductionInduction SilverSilverSilverSilver

Honorary Honorary Honorary Honorary SilverSilverSilverSilver GoldGoldGoldGold

Honorary Honorary Honorary Honorary GoldGoldGoldGold PlatinumPlatinumPlatinumPlatinum

Honorary Honorary Honorary Honorary PlatinumPlatinumPlatinumPlatinum

Dealership Parts to Workshop Sales Objectives (Rand)

No

Pe

rfo

rma

nc

e C

rite

ria

> 90% > 90% > 100% > 100% > 105% > 105%

Dealership Total Hours Sales to Objectives (Hours) > 90% > 90% > 95% > 95% > 100% > 100%

Service Manager / Workshop Foreman Training Criteria


SERVICE MANAGER / WORKSHOP FOREMAN

COURSE NAME

Type of

Training

Hrs (±) /


Honorary

Silver Gold

Honorary

Gold Platinum

Honorary

Platinum


















However, classroom attendance is compulsory should the Honorary member wish to promote to the next level.

Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not

hinder promotion to the next level.

Service Manager / Workshop Foreman Performance Criteria

2013 ACADEMY TRAINING & PERFORMANCE REQUIREMENTS SERVICE MANAGER

(Annual Sales Targets as determined by FMCSA Customer Service Organisation National Manager )(Annual Sales Targets as determined by FMCSA Customer Service Organisation National Manager )(Annual Sales Targets as determined by FMCSA Customer Service Organisation National Manager )(Annual Sales Targets as determined by FMCSA Customer Service Organisation National Manager )

CATEGORIES A, B, C, D & ECATEGORIES A, B, C, D & ECATEGORIES A, B, C, D & ECATEGORIES A, B, C, D & E InductionInductionInductionInduction SilverSilverSilverSilver Honorary Honorary Honorary Honorary



Parts to Workshop Sales Objective (Rand)

No

P

erf

orm

an

ce

C

rite

ria

> 90% > 90% > 100% > 100% > 105% > 105%

Total Hours Sales to Objective (Hours) > 90% > 90% > 95% > 95% > 100% > 100%

Sublet Sales as a Percentage of Total Sales < 20% < 20% < 17.5% < 17.5% < 15% < 15%

Labour Gross Profit Percentage > 70% > 70% > 75% > 75% > 78% > 78%

2013 fmcsa academy handbook training and performance...ambassador training criteria ... new ford...

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