Opel Training Activity Guide Q4 2013 - RO

Q4 Edition, November 2013
TRAINING ACTIVITY GUIDE 2013

www.gmacademy.com
Contents
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.
Whats New? Mandatory Training 2013 2013 Dealer Contract Changes The All-new IntelliLink Curriculum The New Opel Service Experience Maintaining Gold Level Certification Current Training Programmes PC & CV Sales Consultant PC & CV Service Technician PC & CV Service Advisor Curriculum Training Sales Consultant Curriculum CV Sales Consultant Curriculum Fleet Sales Consultant Curriculum IntelliLink Expert - Sales Consultant Curriculum PC & CV Service Technician Curriculum High Voltage Service Technician Curriculum IntelliLink Expert - Technician Curriculum PC & CV Service Advisor Curriculum PC & CV Parts Sales Consultant Curriculum Warranty Administrator Elective Curriculum Trade Parts Sales Elective Curricula
3 7 8 9 10 11 12 16 18 20 21 22 23 24 25 28 29 30 31 32 33
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 information or to register participants for courses.
Opel Training Activity Guide RO | November 2013 | 2
Mandatory Training 2013

The following courses have been identified as business critical and will be mandatory for 2013. Course Title Launch Training
New Opel Insignia + IntelliLink Expert Training** LASA392-V1-IBT SAGN373-V1-IBT LASA366-V1-VCT The Opel Cascada Sales Sales / NonTechnical IBT VCT WBT VCT IBT IBT 6 hrs 1,5 hrs 2 hrs 1,5 hrs 6 hrs 6 hrs Q3 Q3 Q4 Q2 Q3 Q2 1 per site 1 per site 1 per site recommended 1 per site 1 per site 1 per site OR Service Advisor*** recommended 1 per site All
Code
Area
Media
Duration
Timing
Sales Consultants
Sales Manager
Service Advisors
Parts Manager
Service Manager
Service HV Service Technicians Technicians
LAAS129-V1-WBT Technical LASA322-V1-VCT LASA322-V1-IBT LAAS133-V1-IBT Sales / NonTechnical Sales Technical
New Opel ADAM* ADAM New Technical Features*
* if not completed in 2012 ** depending on availability of IntelliLink and apps *** Sales Consultant as 1st nominee; Service Advisor as 2nd nominee Opel Training Activity Guide RO | November 2013 | 3

The following courses have been identified as business critical and will be mandatory for 2013. Course Title Business Priorities
Selling 2 Professionals New Infotainment Systems Opel Flex Care CVSA64-V1-IBT Sales IBT VCT VCT 6 hrs 1,5 hrs 1,5hrs 1,5 hrs TBD Q4 2014 Q1 1 CV per site All 1 per site 1 per site
Code
Area
Media
Duration
Timing
Sales Consultants
Sales Manager
Service Advisors
Parts Manager
Service Manager
SAGN374a-V1-VCT Sales / NonSAGN374b-V1-VCT Technical SAGN386-V1-VCT Sales / NonTechnical

SVGN551-V1-VCT Technical / SVGN571-V1-VCT Non-Tech / SAGN391-V1-VCT Sales SVGN554-V1-WBT Technical Diesel Engine NTF SVGN554-V1-IBT Infotainment Expert Training for Technicians Mid-size Gasoline Engine (MGE) NTF Midsize Gasoline Engine Mechanical Repair SVGN586-V1-IBT Technical Technical IBT IBT WBT IBT IBT 6 hrs 6 hrs 1 hr 6 hrs 6 hrs 2014 Q1 Q4 Q4 2014 Q4Q1 2014 Q1 1 per site 1 per site All 1 per site 1 per site
Area
Media
Duration
Timing
Sales Consultants
Sales Manager
Service Advisors
Parts Manager
Service Manager
BlueInjection Technology
VCT
1,5 hrs
Q2
1 per site
1 per site
1 per site
WBT
1 hr
Q4
All
LAAS146-V1-WBT Technical LAAS146-V1-IBT SVMC437-V1-IBT Technical Technical

Electronic Service Assistant Attract: Aftersales in the Digital Era - Part 1 Attract: Aftersales in the Digital Era - Part 2 Fix Right First Time plus for the Service Manager Fix Right First Time plus for the Service Advisor EIS2 Plus Lead IT The New Global Labor Codes Customer Satisfaction Improvement toolbox for the Retailer BMSV166-V1-VCT BSMV351-V1-VCT BSMV351-V1-IBT BMSV145-V2-VCT BMSV140-V2-VCT BMSV343-V1-VCT TBC TBC Non-Tech Aftersales Non-Tech Aftersales Non-Tech Aftersales Non-Tech Aftersales Non-Tech Aftersales Non-Tech Aftersales Non-Tech Non-Tech VCT VCT BT VCT VCT RVT RVT RVT 2 hrs 1,5 hrs 6 hrs 2 hrs 1 hr 2 hrs 2 hrs 0,5 hrs Q2 Q4 Q4 Q2 Q2 2014 2014 Q4 All All + Warranty All All All All All All All All All All
Code
Area
Media
Duration
Timing
Sales Consultants
Sales Manager
Service Advisors
Parts Manager
Service Manager
BMSV175-V1-VCT Non-Tech
VCT
2 hrs
Q2
All
2013 Dealer Contract Changes

In July 2013 the dealer contracts changed.
Numbering Changed - Released in GM Academy Online

Old Wording (LMS) PE1 PE2 PE3 PE4 New Wording (LMS) Employees Registration Certification Mandatory
Requirement Provide minimum number of trainable employees Registration in GM Academy Online & Induction Training Minimum Certification Level Mandatory Training
New Opel 5.1 Sales 5.2 Technician 5.3 8.1 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.
The All-new IntelliLink Curriculum

As 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 VCTs and IBTs that are designed to help Sales Consultants and Service Technicians familiarize themselves with IntelliLink, Opels 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 VCTs (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 students 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 students 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 Experience

The 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 dealerships 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. Whats 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)
Maintaining Gold Level Certification

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.
Gold Level

Elective Training Module Please choose one out of the seven Elective Training Modules each consisting of a WBT, VCT and IBT.
Engine Management Systems (EMS)

SVEL394-V1-WBT
Petrol Engine Management Systems (PEMS)

SVEL393-V1-WBT SVEL393-V1-VCT SVEL393-V1-IBT
Diesel Engine Management Systems (DEMS)

SVEL392-V1-WBT SVEL392-V1-VCT SVEL392-V1-IBT
Gold Level Certification
WBT VCT IBT
Current Training Programmes
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.
Passenger Car & Commercial Vehicle Sales Consultant Current Training Programmes
The 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.
SAGN373-V1-VCT New Insignia and Connected Technology For all Sales Consultants (PE4 - 1,5 hrs) VCT 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. SAGN373-V1-IBT IntelliLink Expert Training 1 Sales Consultant per site (PE4 - 3 hrs) IBT Benefits of Attending: Building on the foundations laid in the two-part VCT, this made-to-stick expert training consolidates the knowledge and skills acquired so 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.
Sales
SAGN374a-V1-VCT IntelliLink Part A For all Sales Consultants (PE4 - 1,5 hrs), recommended for VCT 1 Service Advisor per site Benefits 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 Opels underlying infotainment strategy.
SAGN374b-V1-VCT IntelliLink Part B For all Sales Consultants (PE4 - 1,5 hrs), recommended for VCT 1 Service Advisor per site Benefits 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.
The 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.
SAGN339-V1-VCT Opel LPG/CNG Technology For 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 access specialist markets where LPG and CNG are a key part of the fleet make-up, such as energy companies and local authorities. LASA366-V1-VCT The new Opel Cascada For 1 Sales Consultant per dealer/site (PE4 - 1,5 hrs) VCT 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 Cascadas high standard of engineering and how it will further enhance Opels reputation for technologically advanced cars.
Sales
VCT
LASA333-V1-IBT The new Mokka For Sales Consultants, 1 per site (PE4 - 6 hrs) IBT Benefits of Attending: In this not-to-be-missed IBT, Sales Consultants will be able to explore the new Mokkas sporty design and all-round versatility. The course presents the Mokkas segment-leading driving comfort and safety systems, giving you powerful sales arguments to conquer new customers in the dynamic sub-compact SUV segment.
CVSA64-V1-IBT CV - Selling to Professionals For CV Sales Consultants, 1 per site (PE4 - 6 hrs) IBT 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.
The 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.
LASA322-V1-VCT The New Opel ADAM For Sales Consultants, 1 per site (PE4 - 1,5 hrs) VCT 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. SAGN391-V1-VCT BlueInjection Technology for Sales Consultants For Sales Consultants, 1 per site (PE4 - 1,5 hrs) VCT 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.
Sales
LASA322-V1-IBT The New Opel ADAM For Sales Consultants, 1 per site (PE4 - 6 hrs) IBT 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.
SAGN386-V1-VCT Opel FlexCare For 1 Sales Consultant & 1 Service Advisor per site VCT (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.
All Service Technicians & Aftersales Personnel Current Training Programmes

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-VCT BlueInjection Technology for Technicians For Service Technicians, 1 per site (PE4 - 1,5 hrs) VCT 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. LAAS133-V1-IBT Opel ADAM New Technical Features For Service Technicians, 1 per site (PE4 - 12 hrs) IBT 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 ADAMs key technology, in particular at the exciting infotainment experience known as IntelliLink and at the stateof-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.
Tech Aftersales
LAAS128-V1-WBT Mokka New Technical Features For all Service Technicians (PE4 - 1 hrs) WBT Benefits of Attending: This compact WBT introduces Service Technicians to the new Mokkas 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.
LAAS128-V1-IBT Mokka New Technical Features For Service Technicians, 1 per site (PE4 - 12 hrs) IBT 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 Mokkas new systems and technologies, including a detailed explanation of the new airconditioning refrigerant which is to be introduced in MY 2013.

The 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.
LAAS129-V1-WBT Cascada New Technical Features For Service Technician per specialised dealer (PE4 - 1 hrs) WBT 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 Cascadas 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-IBT The New Opel Cascada For 1 Service Technician per specialised dealer (PE4 - 12 hrs) IBT 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.
Tech Aftersales
LAAS146-V1-WBT Mid Size Gasoline Engine (MGE) New Technical Features For all Service Technicians (PE4 - 1 hrs) WBT 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.
LAAS146-V1-IBT Mid Size Gasoline Engine (MGE) New Technical Features For 1 Service Technician per site (PE4 - 6 hrs) IBT 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.

The 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.
SVGN554-V1-IBT Mid size diesel engine (MGE) new technical features For 1 Service Technician per site (Mandatory - 6 hrs) IBT 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-IBT Infotainment Expert For 1 Service Technician per site, recommended for 1 Service IBT 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 part of the training will focus on the operation and functionality of the systems, customer device pairing, customizing options as well as the overall user experience. SVMC437-V1-IBT Mid size Gasoline Engine Mechanical Repair For 1 Service Technicians per site (Mandatory - 6 hrs) IBT Benefits of Attending: This comprehensive, hands-on 1 day IBT will give participants a detailed overview of the mechanical features and key specifications of the new 1.6 engines, including the procedure for the timing check and adjustment on valve train and the optional balancer shafts.
Tech Aftersales
SVMC436-V1-IBT Mid size Diesel Engines Mechanical Repair For 1 Service Technicians per site (Mandatory - 6 hrs) WBT 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 Advisor Current Training Programmes
The course boxes below outline additional and important training programmes for the PC & CV Service Advisor Curriculum and are available in 2013.
BMSV140-V2-VCT (updated version) Fix Right First Time plus for the Service Advisor For all Service Advisors (PE4 - 1 hr) VCT 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 Manager For all Service Managers (PE4 - 2 hrs) VCT 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.
Non-tech Aftersales
SVGN572-V1-VCT BlueInjection Technology for Service Advisors For Service Advisors, 1 per site (PE4 - 1,5 hrs) VCT 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 SCRrelated 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.
BMSV166-V1-VCT Electronic Service Assistant For 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
Passenger Car & Commercial Vehicle Service Advisor Current Training Programmes
The course boxes below outline additional and important training programmes for the PC & CV Service Advisor Curriculum and are available in 2013.
BMSV351-V1-VCT Attract: Aftersales in the Digital Era Part 1 For 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, Opels new customer lead generation and retention strategy. Participants will discover how to use digital communication with customers to maximum effect. They will also learn more about their roles and responsibilities and identify the Key Performance Indicators (KPIs) used to measure customer leads and appointments. BMSV351-V1-IBT Attract: Aftersales in the Digital Era Part 2 For all Service Managers and Service Advisors (PE4 /2014/ - 6 hrs) IBT 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-step review 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.
VCT
BMSV343-V1-M1-RVT, ~M2-RVT, ~M3-RVT, ~M4-RVT, ~M5-RVT EIS2+ For all Parts Managers (PE4, 2014 - 15, 20, 35, 10, 5 minutes) RVT 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
BMSV175-V1-VCT Customer Concern Resolution for the Retailer Advisors (PE4 - 2 hrs) For all Service Managers 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
Curriculum Training
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 Academys 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.
Opel Training Opel Training Activity Activity GuideGuide RO | November | January 2013 | 20
Passenger Car Sales Consultant Curriculum

Gold Level
Required Bronze + Silver + Gold Courses = GOLD LEVEL Helping Your Customers Buy Again SANC129-V1-IBT-GME IBT 6 hrs How to Acquire New Customers SANC120-V1-IBT-GME IBT 6 hrs
Gold Level Certificate

WBT 0 HRS IBT 12 HRS
Sales
Silver Level
Required Bronze + Silver Courses = SILVER LEVEL
Upselling More Car per Car SANC119-V1-IBT-GME IBT 6 hrs
Consultative Selling 3 Gaining Customer Commitment SANC122-IBT-GME IBT 12 hrs
The Opel Handover SAGN154-V1-IBT IBT 6 hrs
Silver Level Certificate

Bronze Level
Passion for Opel
Technical Training for Sales Consultants
Consultative Selling Part 1 & 2 - Building the Customer Relationship SANC11-WBT SANC121-V1-IBT-GME WBT 4 hrs IBT 12 hrs
Opel Product Range
Delivering Exceptional Product Presentations
Customer Contact Management
Presenting the Right F&I Options
Prospecting for New Customers Part 1
Bronze Level Certificate

WBT 8 HRS
SAGN184-V1-VCT VCT 2 hrs
SANC141-V1-IBT IBT 6 hrs
SABE08-V3-WBT WBT 2 hrs
SANC126-V1-IBT IBT 12 hrs
SANC128-IBT-GME IBT 6 hrs
SAFI25-V1-IBT-GME IBT 12 hrs
SANC06-WBT WBT 2 hrs
VCT 2 HRS IBT 48 HRS
The Opel History
Induction Training
WBT 0,5 HRS IBT 0 HRS
BMGN312-V1-WBT
WBT 30 min
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.
Commercial Vehicle Sales Consultant Curriculum

Gold Level
Required Bronze + Silver + Gold Courses = GOLD LEVEL Advanced Business Sales SACV24 IBT 12 hrs Remarketing (Elective) SACV23 IBT 6 hrs

Sales
New course is highlighted in box.
Silver Level
Prospecting for New Business Customers SANC115 IBT 6 hrs

WBT 2 HRS
IBT 6 HRS
Bronze Level
Passion for Opel
Commercial Vehicle Product Knowledge Part 1 SACV50-V2-IBT IBT 6 hrs
Consultative Selling Part 1
Consultative Business Sales
Finance & Leasing for Business Customers SAFI06 IBT 12 hrs

WBT 4 HRS VCT 2 HRS IBT 36 HRS
SANC114 IBT 12 hrs
The Opel History
Induction Training
BMGN312-V1-WBT
WBT 30 min
Fleet Sales Consultant Curriculum

Gold Level
Required Bronze + Silver + Gold Courses = GOLD LEVEL Advanced Business Sales SACV24 IBT 12 hrs Remarketing

WBT 0 HRS
Sales
SACV23 IBT 6 hrs
IBT 18 HRS
Silver Level
Finance & Leasing for Business Customers
Consultative Business Sales
Prospecting for New Business Customers

WBT 2 HRS
SAFI06 IBT 12 hrs
SANC114 IBT 12 hrs
SANC115 IBT 6 hrs
IBT 30 HRS
Bronze Level
Passion for Opel
Opel Product Range
Consultative Selling Part 1

WBT 6 HRS
SABE08-V3-WBT WBT 2 hrs
The Opel History
Induction Training
BMGN312-V1-WBT
WBT 30 min
IntelliLink Expert - Sales Consultant Curriculum

IntelliLink Expert
VCT 3 HRS VBT 18 MIN IBT 3 HRS
Sales
IntelliLink Part A SAGN374a-V1-VCT VCT 1,5 hrs
IntelliLink Part B SAGN374b-V1-VCT VCT 1,5 hrs
IntelliLink Expert Training SAGN373-V1-IBT IBT 3 hrs
IntelliLink Videos Series 1

(see details in table below)
IntelliLink Videos Series 2

(will be added end of Q4)
SAGN374(a-i)-V1-VBT each VBT 2 min
SAGN374(j-r)-V1-VBT each VBT 2 min
Course Code SAGN374a-V1-VBT SAGN374b-V1-VBT SAGN374c-V1-VBT SAGN374d-V1-VBT SAGN374e-V1-VBT SAGN374f-V1-VBT SAGN374g-V1-VBT SAGN374h-V1-VBT SAGN374i-V1-VBT
Title IntelliLink and ADAM, an overview IntelliLink, ADAM and Bluetooth IntelliLink, ADAM and the full range of audio features IntelliLink, ADAM and the Stitcher personal news and talk internet radio app IntelliLink, ADAM and the Gallery feature IntelliLink, ADAM and the TuneIn internet radio app Siri Eyes free - The intelligent Personal Assistant from Apple IntelliLink and BringGo - an overview IntelliLink and BringGo - in more detail
Duration 2 minutes 2 minutes 2 minutes 2 minutes 2 minutes 2 minutes 2 minutes 2 minutes 2 minutes
Passenger Car & Commercial Vehicle Service Technician Curriculum Bronze & Silver Level
Tech Aftersales
Silver Level
Vehicle Electrics Part 1 & Introduction to the CAN-Bus SVEL386-V1-WBT-GME SVEL387-V1-WBT-GME WBT 2 hrs / WBT 1,5 hrs
Vehicle Electrics
Vehicle Electrics
Diagnostic Tools SVGN520-V1-WBT SVGN520-V1-VCT SVGN520-V1-IBT WBT 2 hrs / VCT 2 hrs / IBT 12 hrs

WBT 5,5 HRS VCT 4 HRS IBT 24 HRS
SVEL385-V1-VCT-GME VCT 2 hrs
SVEL380-V1-IBT-GME IBT 12 hrs
Bronze Level
Passion for Opel
Tech 2 Part 1
Workshop Tools - Part 1, - Part 2 & - Part 3 SVEL440-V1-WBT SVEL440-V1-VCT SVEL440-V1-IBT WBT 2 hrs / VCT 2 hrs / IBT 6 hrs
Workshop Methods SVGN353-V1-WBT-GME SVGN353-V1-VCT-GME SVGN353-V1-IBT-GME WBT 2 hrs / VCT 2 hrs / IBT 6 hrs

SVEL326-WBT WBT 6 hrs
The Opel History
Induction Training
BMGN312-V1-WBT
WBT 30 min
Elective Training Module

Chassis Systems (Platinum Level Course)
Course Code & Duration

SVGN410-V1-WBT SVGN410-V1-VCT SVGN410-V1-IBT SVMC328-WBT SVGN390-V1-VCT SVGN435-V1-IBT SVEL400-V1-WBT SVEL400-V1-VCT SVEL400-V1-IBT SVEL405-V1-WBT SVEL405-V1-VCT SVEL405-V1-IBT SVEL420-V1-WBT SVEL420-V1-VCT SVEL420-V1-IBT SVGN420-V1-WBT SVGN378-V1-VCT SVGN420-V1-IBT SVEL410-V1-WBT 2 hrs 1,5 hrs 6 hrs 6 hrs 1,5 hrs 6 hrs 1 hr 1,5 hrs 6 hrs 1 hr 1,5 hr 6 hrs 1 hr 1,5 hr 6 hrs 2 hrs 2 hrs 6 hrs 1 hrs 1,5 hrs 6 hrs
MTA Transmission (Platinum Level Course)
Body Systems - Infotainment
Passenger Car Service Technician Curriculum Gold & Platinum Level

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 Transmission elective training programme you will be credited for the same courses offered in the Platinum Level.
Body Systems - Supplementary Restraint Systems
Tech Aftersales
Body Systems - Security and Assistance
Automatic Transmission
Body Systems - Air Condition
SVEL410-V1-VCT SVEL410-V1-IBT
Practical Assessment
SVGN505-V1-IBT
IBT 6 hrs
Platinum Level
ELECTIVE
Chassis Systems Module (see table for details)
MTA Transmission Module (see table for details)
Communication and Mentoring BMAD20-IBT-GME 12 hrs
Advanced Diagnosis SVEL430-V1-IBT 12 hrs
Platinum Level Certificate

Gold Level
Required Bronze + Silver + Gold Courses = GOLD LEVEL
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)
Engine Management Systems (EMS)
Petrol Engine Management Systems (PEMS) SVEL393-V1-WBT SVEL393-V1-VCT SVEL393-V1-IBT 1 hr / 2 hrs / 12 hrs
Diesel Engine Management Systems (DEMS) SVEL392-V1-WBT SVEL392-V1-VCT SVEL392-V1-IBT 2 hrs / 2 hrs / 12 hrs

WBT 7-12 HRS VCT 5,5 HRS IBT 30-36 HRS
SVEL394-V1-WBT 3 hrs
Commercial Vehicle Service Technician Curriculum Gold & Platinum Level
Tech Aftersales
Practical Assessment
CVGN05-V1-IBT
IBT 6 hrs
Platinum Level
ELECTIVE
Chassis Systems Module SVGN410-V1-WBT SVGN410-V1-VCT SVGN410-V1-IBT 2 hrs / 1,5 hrs / 6 hrs
MTA Transmission Module SVMC328-WBT SVGN390-V1-VCT SVGN435-V1-IBT 6 hrs / 1,5 hrs / 6 hrs
Communication and Mentoring
Advanced Diagnosis CV
Platinum Level Certificate

WBT 8 HRS
BMAD20-IBT-GME 12 hrs
CVEL20-V1-IBT 12 hrs
Gold Level
Engine Management System (EMS)
Diesel Engine Management System (DEMS) SVEL392-V1-WBT SVEL392-V1-VCT 2 hrs / 2 hrs
CV Diesel Engine Management
CV Electrics & Electronics

WBT 6-11 HRS
SVEL394-V1-WBT 3 hrs
VCT 3,5 HRS IBT 30-36 HRS
High Voltage Service Technician Curriculum

HV Diagnostic Technician
HV Diagnostic Technicians Certificate
A Technician at this level is qualified to perform diagnostic procedures on the High Voltage system of the Ampera/Volt.
Tech Aftersales
HV Qualified Technician
A Technician at this level is qualified to perform High Voltage repairs on the Ampera/Volt including disconnection of the High Voltage Battery.
HVV, Basic Electrics Refresher and Theory Test SVGN457-V1-IBT IBT 12 hrs
Ampera/Volt High Voltage Disconnect Procedures and Certification SVEL423-V1-IBT IBT 6 hrs
HV Qualified Technician Certificate
HV Service Technician
High-Voltage Vehicle Awareness
Introduction to Ampera/Volt
Ampera/Volt Systems and Diagnostics
Ampera/Volt Advanced Supporting Systems
Ampera/Volt New Technical Features
HV Service Technician Certificate
A Technician at this level is not qualified to perform high voltage repairs on Ampera/Volt but may carry out all other maintenance work.
WBT 7 HRS SVLE02-V1-WBT WBT 1 hr SVGN491-V1-WBT WBT 2 hrs SVGN492-V1-WBT WBT 2 hrs SVGN493-V1-WBT WBT 2 hrs SVGN494-V1-IBT IBT 12 hrs VCT 0 HRS IBT 12 HRS
IntelliLink Expert - Technician Curriculum

IntelliLink Expert
Tech Aftersales
Infotainment Expert SVGN586-V1-IBT IBT 6 hrs
IBT 6 HRS
Passenger Car & Commercial Vehicle Service Advisor Curriculum

Gold Level
Stop Your Customer Defecting Outsell the Independent Boost Efficiency Maximise Profits

WBT 0 HRS
Non-tech Aftersales
BMSV328-V1-VCT-GME VCT 2 hrs
VCT 6 HRS IBT 0 HRS
Silver Level
Advanced Service Advisor Part 1

WBT 0 HRS
BMSV101-V1-IBT-GME IBT 12 hrs
Bronze Level
Passion for Opel
Service Policies & Procedures Part 1 & 2 BMSV111-V1-WBT BMSV112-V1-WBT WBT 2 hrs / WBT 2 hrs
Menu Pricing (Aftersales)
Menu Pricing WEB Administration
Fix Right First Time and Customer Satisfaction
The Effective Service Advisor
TIS2WEB Launch WBT
The Commercial Vehicle Road Plus Program CV ONLY

WBT 7/9 HRS
BMSV125-V1-VCT VCT 2 hrs
BMSV77-V1-WBT-GME WBT 2 hrs
BMSV05-V2-IBT-GME IBT 12 hrs
SVEL375-V1-WBT-GME WBT 1 hr
SVCV18-V1-WBT WBT 2 hrs
The Opel History
Induction Training
BMGN312-V1-WBT
WBT 30 min
Passenger Car & Commercial Vehicle Parts Sales Consultant Curriculum

Gold Level
Developing the Parts Retail Business

WBT 0 HRS
Non-tech Aftersales
PAGN73-V1-VCT-GME VCT 2 hrs
VCT 2 HRS IBT 0 HRS
Silver Level
Parts and Accessories Elementary Stock Management
In-Bound Tele Sales

WBT 2 HRS
PAGN25-V2-WBT-GME WBT 2 hrs
VCT 2 HRS IBT 0 HRS
Bronze Level
Passion for Opel
Parts & Accessories Customer Handling Skills Part 1 PAGN64-V1-WBT-GME WBT 2 hrs
Introduction to the Parts Trade Sales Business BMPA33-WBT-GME WBT 2 hrs
Parts & Accessories Customer Handling Skills Part 2 PAGN64-V1-IBT-GME IBT 12 hrs
Accessories Product Knowledge
Electronic Parts Catalogue 4*
Electronic Parts Catalogue 4*

BMPA65-V1-VCT VCT 2 hrs
BMPA70-V1-VCT VCT 2 hrs
The Opel History
Induction Training
BMGN312-V1-WBT
WBT 30 min
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. * 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.
Warranty Administrator Elective Curriculum

Gold Level

Non-tech Aftersales
Silver Level
Customer Care Policy - Advanced Level BMSV210-V1-VCT VCT 1,5 hrs
The Effective Warranty Administrator Part 1 BMSV115- V1-VCT VCT 1,5 hrs
The Effective Warranty Administrator Part 2 BMSV120- V1-VCT VCT 1,5 hrs

WBT 0 HRS VCT 4,5 HRS IBT 0 HRS
Bronze Level
Passion for Opel SAGN184-V1-VCT VCT 2 hrs
Customer Care Policy (Basics) BMSV205-V1-VCT VCT 1,5 hrs
Service Policies & Procedures Part 1 BMSV111-V1-WBT WBT 2 hrs
Service Policies & Procedures Part 2 BMSV112-V1-WBT WBT 2 hrs
TIS2WEB Launch WBT SVEL375-V1-WBT-GME WBT 1 hr

WBT 5 HRS VCT 3,5 HRS IBT 0 HRS
The Opel History
Induction Training
BMGN312-V1-WBT
WBT 30 min
Parts Trade Sales Consultant Elective Curriculum

Gold Level
Outbound Telesales

WBT 0 HRS
Non-tech Aftersales
PAGN74-V1-VCT VCT 2 hrs
VCT 2 HRS IBT 0 HRS
Silver Level
Developing the Parts Trade Business
Parts & Accessories Elementary Stock Management
In-Bound Tele Sales

Bronze Level
Passion for Opel

WBT 4 HRS
The Opel History
Induction Training
BMGN312-V1-WBT
WBT 30 min
Parts Trade Sales Representative Elective Curriculum

Gold Level
Outbound Tlesales

WBT 0 HRS
Non-tech Aftersales
VCT 2 HRS IBT 0 HRS
Silver Level
Professional Selling in the Field
Parts & Accessories Elementary Stock Management
In-Bound Tele Sales

Bronze Level
Passion for Opel

WBT 4 HRS
The Opel History
Induction Training
BMGN312-V1-WBT
WBT 30 min

Opel Training Activity Guide Q4 2013 - RO

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Q4 Edition, November 2013

TRAINING ACTIVITY GUIDE 2013

Opel Training Activity Guide RO | November 2013 | 2

Mandatory Training 2013

Service HV Service Technicians Technicians

LAAS129-V1-WBT Technical LASA322-V1-VCT LASA322-V1-IBT LAAS133-V1-IBT Sales / NonTechnical Sales Technical

New Opel ADAM* ADAM New Technical Features*

Mandatory Training 2013

Service HV Service Technicians Technicians

SAGN374a-V1-VCT Sales / NonSAGN374b-V1-VCT Technical SAGN386-V1-VCT Sales / NonTechnical

Opel Training Activity Guide RO | November 2013 | 4

Mandatory Training 2013

Service HV Service Technicians Technicians

LAAS146-V1-WBT Technical LAAS146-V1-IBT SVMC437-V1-IBT Technical Technical

Opel Training Activity Guide RO | November 2013 | 5

Mandatory Training 2013

Service HV Service Technicians Technicians

Opel Training Activity Guide RO | November 2013 | 6

2013 Dealer Contract Changes

Numbering Changed - Released in GM Academy Online

New Opel 5.1 Sales 5.2 Technician 5.3 8.1 8.2

Content will be added to the Bronze Level from 2014.

New agent setup Year end release

Opel Training Activity Guide RO | November 2013 | 7

The All-new IntelliLink Curriculum

Opel Training Activity Guide RO | November 2013 | 8

New Mandatory Training The New Opel Service Experience

Opel Training Activity Guide RO | November 2013 | 9

Maintaining Gold Level Certification

Please note: PE3 compliance can be impacted.

Engine Management Systems (EMS)

Petrol Engine Management Systems (PEMS)

Diesel Engine Management Systems (DEMS)

Gold Level Certification

WBT VCT IBT

Opel Training Activity Guide RO | November 2013 | 10

Current Training Programmes

Opel Training Activity Guide RO | November 2013 | 11

Opel Training Activity Guide RO | November 2013 | 12

Opel Training Activity Guide RO | November 2013 | 13

Opel Training Activity Guide RO | November 2013 | 14

All Service Technicians & Aftersales Personnel Current Training Programmes

Opel Training Activity Guide RO | November 2013 | 15

All Service Technicians & Aftersales Personnel Current Training Programmes

Opel Training Activity Guide RO | November 2013 | 16

All Service Technicians & Aftersales Personnel Current Training Programmes

Opel Training Activity Guide RO | November 2013 | 17

Opel Training Activity Guide RO | November 2013 | 18

Opel Training Activity Guide RO | November 2013 | 19

Passenger Car Sales Consultant Curriculum

Gold Level Certificate

Upselling More Car per Car SANC119-V1-IBT-GME IBT 6 hrs

Consultative Selling 3 Gaining Customer Commitment SANC122-IBT-GME IBT 12 hrs

The Opel Handover SAGN154-V1-IBT IBT 6 hrs

Silver Level Certificate

Passion for Opel

Technical Training for Sales Consultants

Opel Product Range

Delivering Exceptional Product Presentations

Customer Contact Management

Presenting the Right F&I Options

Prospecting for New Customers Part 1