Training Program Worldwide Sales Training

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Stand 08/2016 1

SALES TRAINING 7

Applicant Selection for Salespersons 7 S0072F • Passenger Cars • C -Sales • Applicant Selection • Go 7 S0075F • smart • C-Sales • Applicant Selection • Go 8 S0073F • Vans • C-Sales • Applicant Selection • Go 9 S0074F • Trucks • C-Sales • Applicant Selection • Go 10 Sales Training 11 S0218F • Passenger Cars • First Step into Mercedes -Benz Sales • Go 11 S0195E • Passenger Cars • C-Sales • Basic Qualification • Initial Test • Go 12 S0116F • Passenger Cars • C-Sales • Basic Qualification • Module 1: Best Salespeople – Best Brand • Go 13 S0117F • Passenger Cars • C-Sales • Basic Qualification • Module 2: Best Sales Process • Go 14 S0118F • Passenger Cars • C-Sales • Basic Qualification • Module 3: Best Products • Go 15 S0119F • Passenger Cars • C-Sales • Basic Qualification • Module 4: Best Service Products • Go 16 S0120F • Passenger Cars • C-Sales • Basic Qualification • Module 5: Best Customer Contact • Go 17 S0121F • Passenger Cars • C-Sales • Basic Qualification • Module 6: Best Customer Experience • Go 18 S0067F • smart • C-Sales • Basic Qualification • Module 3: Product and Competition • Go 19 S0200E • Vans • C-Sales • Basic Qualification • Initial Test • Go 20 S0050F • Vans • C-Sales • Basic Qualification • Module 1: Professional Salespeople and Brand • Go 21 S0051F • Vans • C-Sales • Basic Qualification • Module 2: Professional Sales Process • Go 22 S0052F • Vans • C-Sales • Basic Qualification • Module 3: Professional Products • Go 23 S0053F • Vans • C-Sales • Basic Qualification • Module 4: Professional Partnership • Go 24 S0054F • Vans • C-Sales • Basic Qualification • Module 5: Professional Customer Contact • Go 25 S0055F • Vans • C-Sales • Basic Qualification • Module 6: Professional Tailored Experience • Go 26 S0199E • Trucks • C-Sales • Basic Qualification • Initial Test • Go 27 S0056F • Trucks • C-Sales • Basic Qualification • Module 1: Brand and Company • Go 28 S0057F • Trucks • C-Sales • Basic Qualification • Module 2: Sales and Support Process Structure • Go 29 S0058F • Trucks • C-Sales • Basic Qualification • Module 3: Product and Competition • Go 30 S0059F • Trucks • C-Sales • Basic Qualification • Module 4: Financing, leasing and business knowledge • Go 31 S0060F • Trucks • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer Contacts • Go 32 S0061F • Trucks • C-Sales • Basic Qualification • Module 6: Individual Practical Exercises • Go 33

Stand 08/2016 2

Sales Training - Further Education 34 S0186E • Passenger Cars • Fleet Sales • Module 1 • e -Training • Go 34 S0125F • Passenger Cars • Fleet Sales • Module 2 • Advanced Training • Run 35 S0249F • Passenger Cars • Price Negotiation • Successful negotiation in sales • Run 36 S0110F • Passenger Cars • Professional Vehicle Handover • Run 37 S0097F • Passenger Cars • Used Car Sales • Module 2 • Advanced Training • Run 38 S0322F • Passenger Cars • Test Drive • A Key Part of Successful Sales • Run 39 S0265E • Passenger Cars • New Media: Getting Connected • e-Training • Run 40 S0315F • Passenger Cars • Mobile Sales • Mobile Star • Module 1 • Run 41 S0316F • Passenger Cars • Mobile Sales • Mobile Star • Module 2 • Run 42 S0318F • Passenger Cars • Sales assistance • Customer Contact Consultant • Module 1 • Go 43 S0319F • Passenger Cars • Sales Assistance • Customer Contact Consultant • Module 2 • Go 44 S0333F • Passenger Cars • Sales Assistance • Star Assistant • Module 1 • Go 45 S0334F • Passenger Cars • Sales Assistance • Star Assistant • Module 2 • Go 46 S0172F • Passenger Cars • New Media: Getting Connected • Run 47 S0026E • Passenger Cars • Used Car Sales • Module 1 • e-Training • Go 48 S0371F • Passenger Cars • Used Vehicle Sales • Getting Started in Used Vehicle Sales • Go 49 S0169F • Vans • Systematic Market Management and Acquisition • Citan • Run 50 S0241F • Vans • Price Negotiation • Successful negotiation in sales • Run 51 S0324F • Vans • Vehicle Handover • Run 52 S0243E • Vans • Used Car Sales • Module 1 • e-Training • Go 53 S0245F • Vans • Used Car Sales • Module 2 • Advanced Training • Run 54 S0244E • Vans • Fleet Sales • Module 1 • e-Training • Go 55 S0246F • Vans • Fleet Sales • Module 2 • Advanced Training • Run 56 S0388F • Trucks • Sales Systems • Systematic Application of Sales Funnel Tool for Increasing Sales Success • Go 57 S0272F • Trucks • Systematic Sales Support and Acquisition • Run 58 S0148F • Trucks • Brand-Oriented Behavior and Image • Run 59 S0240F • Trucks • Price Negotiation • Successful negotiation in sales • Run 60 S0170F • Trucks • Professional Vehicle Handover • Fly 61 S0202F • Trucks • Product Expertise • Mercedes-Benz Custom Tailored Trucks CTT – Information about Customized Vehicle Conversions • Mini-Module • Go 62 Certification 63 S0078F • Passenger Cars • C -Sales • Salesperson Certification • Go 63 S0291E • Passenger Cars • C-Sales • Salesperson Certification • Knowledge Test • Go 64 S0294E • smart • C-Sales • Salesperson Certification • Knowledge Test • Go 65 S0081F • smart • C-Sales • Salesperson Certification • Go 66 S0292E • Vans • C-Sales • Salesperson Certification • Knowledge Test • Go 67 S0079F • Vans • C-Sales • Salesperson Certification • Go 68 S0293E • Trucks • C-Sales • Salesperson Certification • Knowledge Test • Go 69 S0080F • Trucks • C-Sales • Salesperson Certification • Go 70

Stand 08/2016 3

Product Qualification 71 S0403E • Passenger Cars • Product Expertise • New Features and Modifications for NTG 5.5 • e-Training • Go 71 S0311E • Passenger Cars • Product Expertise • New Features and Modifications for NTG 5 • e-Training • Go 72 V0071F • Passenger Cars • Competent Marketing of Service Contracts • Customer Benefits, Active Advantage/Benefit Argumentation and Calculation • Run 73 S0094F • Passenger Cars • Product Argumentation and Competitive Comparison • Go 74 S0363E • Passenger Cars • Market Launch • A-Class Model Series 176 Facelift • e-Learning • Go 75 S0308F • Passenger Cars • Market Launch • Plug-in Vehicles • B-Class Electric Drive Model Series 242 and S 500 PLUG-IN HYBRID • Run 76 S0373E • Passenger Cars • Market Launch • E-Class Model Series W213 • e-Training • Go 77 S0375F • Passenger Cars • Market Launch • GLC, GLE SUV, GLE Coupé, A-Class Facelift, and Mercedes- AMG GT (X253, W166, C292, W176, and C190) • Run 78 S0309E • Passenger Cars • Market Launch • Mercedes-AMG GT Model Series C190 • e-Training • Go 79 S0362E • Passenger Cars • Market Launch • GLC Model Series X253 • e-Training • Go 80 S0372E • Passenger Cars • Market Launch • GLE Facelift and GLE Coupé Model Series C292 • AKUBIS® direct sales • Go 81 S0104F • Vans • Product Expertise • Run 82 S0205E • Passenger Cars • Mercedes-Benz Guard Cars • e-Training • Go 83 S0330E • Passenger Cars • Product and Sales Skills • Product expert Telematics • Module 1 • e-Training • Go 84 S0376F • Passenger Cars • Product Expertise • Telematics Specialist • Module 2 • Run 85 S0377E • Passenger Cars • Product Expertise • Mercedes-Benz Intelligent Drive Specialist • Module 1 • e- Training • Go 86 S0378F • Passenger Cars • Product Expertise • Mercedes-Benz Intelligent Drive Specialist • Module 2 • Run 87 S0338E • Passenger Cars • Product and Sales Skills • BlueEFFICIENCY Plug-in HYBRID • e-Training • Go 88 S0354E • Passenger Cars • Product and Sales Skills • B-Class electric drive model series 242 • e-Training • Go 89 S0313F • Passenger Cars • Product Expertise • Mercedes me connect • Run 90 V0092F • Passenger Cars • Mercedes-Benz Genuine Accessories • Collection - Product Range and Presentation • Run 91 S0326F • Passenger Cars • Market Launch • C-Class, GLA and S-Class Coupe (Model Series 205, 156 and 217) • Run 92 S0155F • Trucks • CTT Basic Training • Products, Processes, Advantages • Run 93 S0340F • Passenger Cars • Sales Assistance • Product Expert • Module 1 • Go 94 S0341F • Passenger Cars • Sales Assistance • Product Expert • Module 2 • Go 95 S0339F • Vans • Market Launch • V-Class Model Series 447 • Go 96 S0345F • Vans • Global Training Experience 2014 • V-Class Model Series 447 • Run 97 S0090F • Vans • Product Expertise • Go 98 S0298F • Vans • Market Launch • Vito Model Series 447 • Run 99 S0290F • Vans • Product and Sales Skills • Body Manufacturer Business • Run 100 S0270E • Vans • Body Manufacturer Business • Sales and Handling Processes • e-Training • Go 101 S0102F • Trucks • Downstream Activities • Truck Services • Run 102 S0268F • Trucks • Product Expertise • Actros and Antos Model Series 963 • Go 103 S0215E • Trucks • Product Expertise • The New Atego Model Series 967 • Go 104 S0269F • Trucks • Product Expertise • Arocs Model Series 964 • Go 105

Stand 08/2016 4

S0289F • Trucks • Product Expertise • Trucks You Can Trust • Partnership on Equal Terms: Professional Sales Follow-up • Go 106 S0301F • Trucks • Product Expertise • Econic Euro VI Model Series 956 • Go 107 S0188F • Trucks • Product Expertise • Atego Model Series 967 • Go 108 S0256F • Trucks • Customer Satisfaction (CSI) • Go 109 S0267F • Trucks • Product Expertise • Trucks You Can Trust • Partnership at Its Best: Professional Vehicle Handover and Test Drive • Go 110 S0297E • FUSO • Product Expertise • Canter TF1 Upgrade • e-Training • Go 111 P0107E • Passenger Cars • Service Operating Processes • Mercedes me connect • e-Training • Go 112 S0398E • Passenger Cars • Facelift • GLS Model Series X166 • AKUBIS® direct sales • Go 113 S0400E • Passenger Cars • Market Launch • C-Class Coupe Model Series C205 and S-Class Cabriolet Model Series A217 • AKUBIS® direct sales • Go 114 S0402E • Passenger Cars • Product and Sales Skills • Mercedes-Benz Intelligent Drive • 2015 • e-Training • Go 115 S0408E • Passenger Cars • Product Expertise • SLC Model Series R172 and SL Model Series 231 • AKUBIS® direct sales • Go 116 V0151E • Passenger Cars • Competence in customer contact • Sale of technical Accessories, code U866 – Mercedes-Benz Accessories• AKUBIS® direct sales • Go 117 S0442E • Passenger Cars • Market Launch • Facelift of CLA Coupe & CLA Shooting Brake • e-Training • Go 118 V0154E • Vans • Product and Sales Skills • Market service agreements competently - More sales through loyal and enthusiastic customers • Go 119 S0440E • Passenger Cars • Market Launch • E-Class Coupe C238 and GLA FL X156 • AKUBIS® direct sales • Go 120 S0443E • Market Launch • E-Class Wagon S213 • AKUBIS® direct sales • Go 121 S0445F • Passenger Cars • Market Launch • E-Class, S-Class cabriolet, C-Class coupe and cabriolet, facelift SL, SLC and GLS • Run 122 S0441E • Market Launch • GLC Coupe C253 and C-Class Cabriolet A205 • AKUBIS® direct sales • Go 123 S0420E • Passenger Cars • Product Expertise • e-Mobility Specialist • Module 1 • e-Training • Go 124 S0439F • Passenger Cars • Product Expertise • e-Mobility Specialist • Module 2 • Run 125 S0437E • Passenger Cars • Product Expertise • Intelligent Drive 2016 • e-Training • Go 126 S0438E • Passenger Cars • Product Expertise • New Features and Modifications NTG 5.X 2016 • e-Training • Go 127 S0422F • Passenger Cars • Product Expertise • Telematics Specialist • Talk of Professionals • Module 3 • Fly 128 S0424F • Passenger Cars • Sales Assistance • Product Expert • Module 3 • Run 129 S0446E • smart • Market Launch • smart electric drive • e-Training • Go 130 S0472E • Trucks • Market Launch • Product and Service Innovations 2016/2017 • AKUBIS® direct sales • Go 131 V0148F • Vans • Mercedes-Benz Genuine Accessories • Collection • Run 132 S0425F • Vans • Product Expertise • All-Wheel Drives • Run 133 S0426F • Product Expertise • Mercedes me Vans • Run 134 S0417F • FUSO • Product Expertise • Canter 2015 • Go 135 S0471E • Vans • Product Expertise • Mercedes me Vans • e-Training • Go 136 S0473F • Trucks • Product Expertise • Product and Service Innovations 2016/2017 • Run 137 S0476F • smart • Market Launch • smart BRABUS fortwo and smart BRABUS forfour • Run 138

Stand 08/2016 5

S0481F • Trucks • Product Expertise • Mercedes-Benz Special Trucks Product and Service Portfolio General Overview • Go 139 S0483E • Vans • Product Expertise • Expert Knowledge V-Class: Product, Customers, Competition • e-Training • Go 140 S0484E • Vans • Product Expertise • Expert knowledge on Vito: Product, customer, competition • e-Training • Go 141 S0485E • Vans • Product Expertise • Expert Knowledge: Marco Polo • AKUBIS® direct sales • Go 142 S0489E • Passenger Cars • Market Launch • Mercedes Maybach S600 Pullman • AKUBIS® direct sales • Go 143 S0490E • Passenger Cars • Market Launch • CLS C257 • e-Training • Go 144 S0491E • Market Launch • S-Class Facelift W/V/X 222 • e-Training • Go 145 S0492E • Market Launch • E-Class All Terrain • e-Training • Go 146 S0493E • Market Launch • S-Class Coupe & Cabriolet FL C/A217 • AKUBIS® direct sales • Go 147 S0494E • Market Launch • E-Class Cabriolet A238 • AKUBIS® direct sales • Go 148 S0495F • smart • Market Launch • smart electric drive C/W/A453 • Run 149 S0496E • AMG • Market Launch • AMG GT R & GT Roadster • e-Training • Go 150

Sales Training - Further Education 151 S0448F • Passenger Cars • Customer Acquisition • Sales Funnel – From Prospects to Enthusiastic Customers • Run 151 S0456E • Passenger Cars • Best Customer Experience • Our customers want the best possible experience • AKUBIS direct sales • Go 152

Stand 08/2016 6

Chapter Sales Training

Department Applicant Selection for Salespersons Title S0072F • Passenger Cars • C-Sales • Applicant Selection • Go Course Number S0072F-AA

Target group Salesperson

Objectives Uniform, standardized process for selecting and assessing the potential to be successful Mercedes-Benz car salespersons as per C-Sales standards. Contents Process for selecting and assessing the potential to be successful Mercedes-Benz car salespersons, including description of results and feedback. Training Depth Go Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 7

Chapter Sales Training

Department Applicant Selection for Salespersons Title S0075F • smart • C-Sales • Applicant Selection • Go Course Number S0075F-AA

Target group Salesperson

Objectives Uniform, standardized process for selecting and assessing the potential of future smart salespersons. Contents Selection process and potential assessment for smart salespersons, including description of results and feedback. Training Depth Go Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 8

Chapter Sales Training

Department Applicant Selection for Salespersons Title S0073F • Vans • C-Sales • Applicant Selection • Go Course Number S0073F-AA

Target group Salesperson

Objectives Uniform, standardized process for selecting and assessing the potential of future Mercedes-Benz Vans salespersons as per C-Sales standards. Contents Selection process and potential assessment for Mercedes-Benz Vans salespersons, including description of results and feedback. Training Depth Go Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 9

Chapter Sales Training

Department Applicant Selection for Salespersons Title S0074F • Trucks • C-Sales • Applicant Selection • Go Course Number S0074F-AA

Target group Salesperson

Objectives Uniform, standardized process for selecting and assessing the potential to be successful Mercedes-Benz truck salespersons as per C-Sales standards. Contents Process for selecting and assessing the potential to be successful Mercedes-Benz truck salespersons, including description of results and feedback. Training Depth Go Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 10

Chapter Sales Training

Department Sales Training Title S0218F • Passenger Cars • First Step into Mercedes-Benz Sales • Go Course Number S0218F-AA

Target group Salesperson

Objectives The participant can: > Acquire all basic knowledge for a rapid start as a new Mercedes-Benz cars salesperson and become acquainted with the basic principles of successful sales > Communicate basic information about the company and its strategy, the brand and its products, as well as the sales process and techniques > Identify with the Mercedes-Benz brand, demonstrate familiarity with the core competences of sales and customer consultancy and integrate this knowledge in sales dialogs > Become acquainted with the main effective factors for successful sales and approach his/her new task as a Mercedes-Benz cars salesperson with professionalism and enthusiasm Contents

Mandatory prerequisite S0004E • Go S0189E • Passenger Cars • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 50%, Practice50%

Duration 3,5 days (per 8 hours)

Stand 08/2016 11

Chapter Sales Training

Department Sales Training Title S0195E • Passenger Cars • C-Sales • Basic Qualification • Initial Test • Go Course Number S0195E-AA

Target group Salesperson

Objectives The participant: > Can create an individualized and effective overall training plan > Recognizes areas in which he or she has room for improvement, i.e. is aware of knowledge gaps > Can skip certain modules after the test, since adequate knowledge is present Contents > The initial test enables in the individualized, effective completion of the C-Sales Basic Training > Strengths and areas of potential improvement are identified and corresponding modules recommended for booking Training Depth Go Method Theorie 0%, Practice100%

Duration 0 hours

Stand 08/2016 12

Chapter Sales Training

Department Sales Training Title S0116F • Passenger Cars • C-Sales • Basic Qualification • Module 1: Best Salespeople – Best Brand • Go Course Number S0116F-AA

Target group Salesperson

Objectives The participant > Is familiar with the company, its brands and products > Is familiar with the history of Daimler AG and the Mercedes-Benz brand > Is familiar with the Mercedes-Benz production plants > Is familiar with the basic and trend values of Mercedes-Benz (brand philosophy) > Identifies with the company, brand and product > Is able to link local market conditions and specifics with the corporate and strategic goals of his/her company and Daimler AG > Is familiar with the fundamentals of CSI and customer orientation and their importance in daily work > Is familiar with the requirements for Mercedes-Benz salespersons and with Mercedes- Benz values Contents > Daimler AG: Brand portfolio and the company > History of Daimler AG and the Mercedes-Benz brand > Open conversation with a successful salesperson (evening event) > Mercedes-Benz brand philosophy and worldwide advertising > CSI and "golden rules" > Visit to the MPC headquarters and dealership operations or production plant > Presentations (figures, facts, philosophy) on the MPC Training Depth Go Method Theorie 40%, Practice60%

Duration 2,0 days (per 8 hours)

Stand 08/2016 13

Chapter Sales Training

Department Sales Training Title S0117F • Passenger Cars • C-Sales • Basic Qualification • Module 2: Best Sales Pro- cess • Go Course Number S0117F-AA

Target group Salesperson

Objectives

Contents > Personality of the salesperson and effect on the customer > Perception and communication, transaction analysis > Communication exercise and presentation of personality types > Structure of sales talks, phases, effective tools, goals > Preparing for and initiating sales talks > Needs and requirements analysis > Argumentation and questioning techniques > Vehicle presentation, test drive, vehicle handover > Completion phase and dealing with objections > Customer support > Dealing with lost orders and stock sales Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 14

Chapter Sales Training

Department Sales Training Title S0118F • Passenger Cars • C-Sales • Basic Qualification • Module 3: Best Products • Go Course Number S0118F-AA

Target group Salesperson

Objectives The participants: > Know which model series and models Mercedes-Benz offers > Have detailed knowledge of all relevant products from the Mercedes-Benz car range > Are familiar with the relevant competing vehicles in the market > Are able to use the product knowledge they have acquired for effective feature- advantage-benefit arguments Contents > Marketing plan, communication strategy and market figures (all model series) > Features and function of the standard and special equipment in Mercedes-Benz products > Static comparison: Mercedes-Benz and the competition > Comparison drive: Mercedes-Benz and the competition > Safety and basic technology Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 15

Chapter Sales Training

Department Sales Training Title S0119F • Passenger Cars • C-Sales • Basic Qualification • Module 4: Best Service Products • Go Course Number S0119F-AA

Target group Salesperson

Objectives The participants: > Have the business knowledge required for vehicle salespersons > Have commercial knowledge of leasing > Have commercial knowledge of financing > Have the required knowledge regarding the effect of purchasing, leasing and financing on the balance sheet > Have recognized the necessity of checking creditworthiness and are familiar with the procedures > Are familiar with the regulations and risks in connection with leasing and financing and the procedures for ensuring the necessary security when concluding contracts > Are able, as part of their brand responsibility, to explain different company forms and the resulting tax effects, decision-making competences and purchasing alternatives > Can describe current macroeconomic contexts > Can use accounting terms in a customer-friendly manner > Can apply the fundamentals of cost accounting and calculation plus the key company figures for sales > Can assess the alternatives of leasing, financing and the like with reference to the customer > Can explain the fundamentals of tax law as they pertain to sales > Can apply the fundamentals of contract law > Can act in consideration of relevant aspects of competition law > Can apply the business terms and conditions > Can assess the particularities of commercial payment transactions > Can identify the legal consequences of product liability > Can explain the fundamentals of road traffic law Contents > Basic business terms, balance sheet > Profit and loss account, short-term profit and loss account > Contribution margin, break-even calculation, profitability, liquidity > Depreciation allowables, legal forms > Effect of purchasing, financing and leasing on the balance sheet > Leasing products and residual value model > Creditworthiness check, legitimization, risk > Passenger car service leasing, full-service package > Fleet full-service package, maintenance packages > Legal fundamentals Training Depth Go Method Theorie 40%, Practice60%

Duration 1 day (per 8 hours)

Stand 08/2016 16

Chapter Sales Training

Department Sales Training Title S0120F • Passenger Cars • C-Sales • Basic Qualification • Module 5: Best Customer Contact • Go Course Number S0120F-AA

Target group Salesperson

Objectives The participants: > Are familiar with the current situation in the automotive market, their national market and in the Mercedes-Benz Passenger Car division > Know the consequences of the current situation for themselves as salespersons, as well as how this affects their approach to market segmentation and acquisition > Can adapt their behavior to various starting points > Know the preliminary work for market segmentation and how it is accomplished > Know how the individual market segments can be cultivated and which strategies can be pursued > Know the critical points of acquisition talks and how to lead in these situations > Have completed the different acquisition training exercises and are able to acquire new customers Contents > Approach to market segmentation > Sales support, new customer acquisition > Preparing for acquisition talks > Conducting acquisition talks, customer requirements > Salesperson's attitude towards the acquisition talk, impact on the customer > Acquisition training for - Telephone training - Discussion training - Preparing for structured new customer acquisition talks for MB Cars in practical situations Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 17

Chapter Sales Training

Department Sales Training Title S0121F • Passenger Cars • C-Sales • Basic Qualification • Module 6: Best Customer Experience • Go Course Number S0121F-AA

Target group Salesperson

Objectives The participants: > Understand how to behave appropriately in each discussion situation > Are able to conduct each discussion in a goal-oriented manner without overtaxing the discussion partner > Are able to adapt all learned methods and techniques to the given situation and use them effectively > Are motivated to use their knowledge and skills for themselves and the Mercedes-Benz Passenger Cars division Contents Exercise blocks on > Passenger car brand and company > Sales process > Products and financing > Vehicle delivery and stock sale > Establishing customer contacts > Sales support and acquisition > Test preparation Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 18

Chapter Sales Training

Department Sales Training Title S0067F • smart • C-Sales • Basic Qualification • Module 3: Product and Competition • Go Course Number S0067F-AA

Target group Salesperson

Objectives The participants: > Know which model series and models smart offers > Are familiar with all relevant smart products in detail > Are familiar with the relevant competing vehicles in the market > Are able to use the product knowledge they have acquired for effective feature- advantage-benefit arguments Contents > Marketing plan, communication strategy and market figures for the smart division > Features and function of the standard and special equipment in smart products > Static comparison: smart and the competition > Comparison drive: smart and the competition > Safety and basic technology Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 19

Chapter Sales Training

Department Sales Training Title S0200E • Vans • C-Sales • Basic Qualification • Initial Test • Go Course Number S0200E-AA

Target group Salesperson

Objectives The participant: > Can create an individualized and effective overall training plan > Recognizes areas in which he or she has room for improvement, i.e. is aware of knowledge gaps > Can skip certain modules after the test, since adequate knowledge is present Contents > The initial test enables the individualized, effective completion of the C-Sales Basic Training > Strengths and areas of potential improvement are identified and corresponding modules recommended for booking Training Depth Go Method Theorie 0%, Practice100%

Duration 0 hours

Stand 08/2016 20

Chapter Sales Training

Department Sales Training Title S0050F • Vans • C-Sales • Basic Qualification • Module 1: Professional Salespeople and Brand • Go Course Number S0050F-AA

Target group Salesperson

Objectives The participant > Is familiar with the company, its brands and products > Is familiar with the history of Daimler AG and the Mercedes-Benz brand > Is familiar with the Mercedes-Benz production plants > Is familiar with the basic and trend values of Mercedes-Benz (brand philosophy) > Identifies with the company, brand and product > Is able to link local market conditions and specifics with the corporate and strategic goals of his/her company and Daimler AG > Is familiar with the fundamentals of CSI and customer orientation and their importance in daily work > Is familiar with the requirements for Mercedes-Benz salespersons and with Mercedes- Benz values Contents > Daimler AG: Brand portfolio and the company > History of Daimler AG and the Mercedes-Benz brand > Vans division strategy > Open conversation with a successful salesperson (evening event) > Mercedes-Benz brand philosophy and worldwide advertising > CSI > Visit to the MPC headquarters and dealership operations or production plant > Presentations (figures, facts, philosophy) on the MPC Training Depth Go Method Theorie 40%, Practice60%

Duration 2,0 days (per 8 hours)

Stand 08/2016 21

Chapter Sales Training

Department Sales Training Title S0051F • Vans • C-Sales • Basic Qualification • Module 2: Professional Sales Process • Go Course Number S0051F-AA

Target group Salesperson

Objectives The participant > Is familiar with the importance and current requirements of the "sales" process in the Vans division > Is aware of the importance of his/her personal effect on the customer and of perceptions > Is able to communicate in a partner-oriented manner and to distinguish his/her customers by personality type > Becomes aware of the importance of "soft facts" in sales > Is familiar with and uses the structure of the sales process > Knows how to prepare and open a discussion > Is able to identify customer needs and requirements > Has learned to establish structured arguments and apply them to his/her product > Is familiar with vehicle presentation and handover techniques, and knows how to proceed during a test drive > Is able to complete the sales process and overcome the customer's objections > Knows how to provide customer follow-up support and how to deal with lost orders > Achieves maximum customer satisfaction during each phase of the sales process and knows how to proceed to achieve this Contents > Personality of the salesperson and effect on the customer > Perception and communication > Communication exercise and presentation of personality types > Structure of sales talks, phases, effective tools, goals > Preparing for and initiating sales talks > Needs and requirements analysis > Argumentation and questioning techniques > Vehicle presentation, test drive, vehicle handover > Completion phase and dealing with objections > Customer support > Dealing with lost orders and stock sales Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 22

Chapter Sales Training

Department Sales Training Title S0052F • Vans • C-Sales • Basic Qualification • Module 3: Professional Products • Go Course Number S0052F-AA

Target group Salesperson

Objectives The participants: > Know which model series and models Mercedes-Benz offers > Are familiar with all relevant Mercedes-Benz Vans products in detail > Are familiar with the relevant competing vehicles in the market > Are able to use the product knowledge they have acquired for effective feature- advantage-benefit arguments Contents > Marketing plan, communication strategy and market figures for the van division > Features and function of the standard and special equipment in Mercedes-Benz products > Static comparison: Mercedes-Benz and the competition > Comparison drive: Mercedes-Benz and the competition > Safety and basic technology Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 23

Chapter Sales Training

Department Sales Training Title S0053F • Vans • C-Sales • Basic Qualification • Module 4: Professional Partnership • Go Course Number S0053F-AA

Target group Salesperson

Objectives The participants: > Have the business knowledge required for salespersons > Have commercial knowledge of leasing > Have commercial knowledge of financing > Have the required knowledge regarding the effect of purchasing, leasing and financing on the balance sheet > Have recognized the necessity of checking creditworthiness and are familiar with the procedures > Are familiar with the regulations and risks in connection with leasing and financing and the procedures for ensuring the necessary security when concluding contracts > Are able, as part of their brand responsibility, to explain different company forms and the resulting tax effects, decision making competences and procurement alternatives. They can additionally: > Describe current macroeconomic contexts > Use accounting terms in a customer-friendly manner > Apply the fundamentals of cost accounting and calculation plus the operational key figures for sales > Assess the alternatives of leasing, financing and similar regarding the customer > Explain the fundamentals of tax law which are relevant to sales > Apply the fundamentals of contract law > Act in consideration of relevant aspects of competition law > Apply the business terms and conditions > Assess the particularities of the commercial payment transactions > Show the legal consequences of product liability > Explain the fundamentals of road traffic law Contents > Basic business terms, balance sheet > Profit and loss account, short-term profit and loss account > Contribution margin, break-even calculation, profitability, liquidity > Depreciation allowables, legal forms > Effect of purchasing, financing and leasing on the balance sheet > Leasing products and residual value model > Creditworthiness check, legitimization, risk > Passenger car service leasing, full service package, downstream services > Fleet full-service package, maintenance packages > Legal Fundamentals Training Depth Go Method Theorie 40%, Practice60%

Duration 2,0 days (per 8 hours)

Stand 08/2016 24

Chapter Sales Training

Department Sales Training Title S0054F • Vans • C-Sales • Basic Qualification • Module 5: Professional Customer Contact • Go Course Number S0054F-AA

Target group Salesperson

Objectives The participants: > Are familiar with the current situation in the automotive market, their national market and in the Mercedes-Benz Vans division > Know the consequences of the current situation for themselves as salespersons, as well as how this affects their approach to market segmentation and acquisition > Can adapt their behavior to various starting points > Know the preliminary work for market segmentation and how it is accomplished > Know how the individual market segments can be cultivated and which strategies can be pursued > Know the critical points of acquisition talks and how to lead these talks > Have been trained in different acquisition exercises and are able to acquire new customers Contents > Approach to market segmentation > Sales support, new customer acquisition > Preparing for acquisition talks > Conducting acquisition talks, customer requirements > Salesperson's attitude towards the acquisition talk, impact on the customer > Acquisition training for - Telephone training - Conversation training - Preparing for structured new customer acquisition talks for MB Vans in practical situations Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 25

Chapter Sales Training

Department Sales Training Title S0055F • Vans • C-Sales • Basic Qualification • Module 6: Professional Tailored Expe- rience • Go Course Number S0055F-AA

Target group Salesperson

Objectives The participants: > Understand how to behave appropriately in each conversation situation > Are able to conduct each conversation in a goal-oriented manner without overtaxing the discussion partner > Are able to adapt all learned methods and techniques to the given situation and use them effectively > Are motivated to use their knowledge and skills for themselves and the Mercedes-Benz Vans division Contents Exercise blocks on > Vans brand and company > Sales process > Products, financing, downstream services > Vehicle delivery and stock sale > Establishing customer contacts > Sales support and acquisition > Test preparation Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 26

Chapter Sales Training

Department Sales Training Title S0199E • Trucks • C-Sales • Basic Qualification • Initial Test • Go Course Number S0199E-AA

Target group Salesperson

Objectives The participant: > Can create an individualized and effective overall training plan > Recognizes areas in which he or she has room for improvement, i.e. is aware of knowledge gaps > Can skip certain modules after the test, since adequate knowledge is present Contents > The initial test enables the individualized, effective completion of the C-Sales Basic Training > Strengths and areas of potential improvement are identified and corresponding modules recommended for booking Training Depth Go Method Theorie 0%, Practice100%

Duration 0 hours

Stand 08/2016 27

Chapter Sales Training

Department Sales Training Title S0056F • Trucks • C-Sales • Basic Qualification • Module 1: Brand and Company • Go Course Number S0056F-AA

Target group Salesperson

Objectives The participant > Is familiar with the company, its brands and products > Is familiar with the history of Daimler AG and the Mercedes-Benz brand > Is familiar with the Mercedes-Benz production plants > Is familiar with the basic and trend values of Mercedes-Benz (brand philosophy) > Identifies with the company, brand and product > Is able to link local market circumstances and particularities with the corporate and strategic goals of his/her company and Daimler AG > Is familiar with the fundamentals of CSI and customer orientation and their importance in daily work > Is familiar with the requirements for Mercedes-Benz salespersons and with Mercedes- Benz values Contents > Daimler AG: Brand portfolio and the company > History of Daimler AG and the Mercedes-Benz brand > Trucks division strategy > Open conversation with a successful salesperson (evening event) > Mercedes-Benz brand philosophy and worldwide advertising > CSI > Visit to the MPC head office and dealership operations or production plant > Presentations (figures, facts, philosophy) on the MPC Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 28

Chapter Sales Training

Department Sales Training Title S0057F • Trucks • C-Sales • Basic Qualification • Module 2: Sales and Support Pro- cess Structure • Go Course Number S0057F-AA

Target group Salesperson

Objectives The participant > Is familiar with the importance and current requirements of the "sales" process in the Trucks division > Is aware of the importance of his/her personal effect on the customer and of perceptions > Is able to communicate in a partner-oriented manner and to distinguish his/her customers by personality type > Becomes aware of the importance of "soft facts" in sales > Is familiar with and uses the structure of the sales process > Knows how to prepare and open a discussion > Is able to identify customer needs and wants > Has acquired the ability to establish structured arguments and to use arguments for his/her product > Is familiar with vehicle presentation and handover techniques, and knows how to proceed during a test drive > Is able to complete the sales process and overcome the customer's objections > Knows how to provide customer follow-up support and how to deal with lost orders > Achieves maximum customer satisfaction during each phase of the sales process and knows how to proceed to achieve this Contents > Personality of the salesperson and effect on the customer > Perception and communication > Communication exercise and presentation of personality types > Structure of sales talks, phases, effective tools, goals > Preparing for and initiating sales talks > Needs and requirements analysis > Argumentation and questioning techniques > Vehicle presentation, test drive, vehicle handover > Completion phase and dealing with objections, TCO argumentation, price premium argumentation > Customer support > Dealing with lost orders and stock sales Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 29

Chapter Sales Training

Department Sales Training Title S0058F • Trucks • C-Sales • Basic Qualification • Module 3: Product and Competition • Go Course Number S0058F-AA

Target group Salesperson

Objectives The participants: > Know which model series and models Mercedes-Benz offers > Are familiar with all relevant Mercedes-Benz truck division products in detail > Are familiar with the relevant competing vehicles in the market > Are able to use the product knowledge they have acquired for effective feature- advantage-benefit arguments Contents > Marketing plan, communication strategy and market figures for the Trucks division > Features and function of the standard and special equipment in Mercedes-Benz products > Static comparison: Mercedes-Benz and the competition > Comparison drive: Mercedes-Benz and the competition > Safety and basic technology Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 30

Chapter Sales Training

Department Sales Training Title S0059F • Trucks • C-Sales • Basic Qualification • Module 4: Financing, leasing and business knowledge • Go Course Number S0059F-AA

Target group Salesperson

Objectives

Contents

Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 31

Chapter Sales Training

Department Sales Training Title S0060F • Trucks • C-Sales • Basic Qualification • Module 5: Actively Establishing and Maintaining Customer Contacts • Go Course Number S0060F-AA

Target group Salesperson

Objectives The participants: > Are familiar with the current market situation in their national market and in the Mercedes-Benz Trucks division > Know the consequences of the current situation for themselves as salespersons, as well as how this affects their approach to market segmentation and acquisition > Are able to adapt their behavior to various initial situations > Are familiar with the preliminary work for market segmentation and how it is accomplished > Know how the individual market segments (individual customers and small fleets) can be worked and which strategies can be pursued > Are familiar with the critical points of acquisition talks and know how to lead in these situations > Have completed the different acquisition training exercises and are able to acquire new customers Contents > Approach to market segmentation > Sales support, new customer acquisition > Preparing for acquisition talks > Conducting acquisition talks, customer requirements > Salesperson's attitude towards the acquisition talk, impact on the customer > Acquisition training for - Telephone training - Discussion training - Preparing for structured new customer acquisition talks for MB Trucks in practical situations Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 32

Chapter Sales Training

Department Sales Training Title S0061F • Trucks • C-Sales • Basic Qualification • Module 6: Individual Practical Exer- cises • Go Course Number S0061F-AA

Target group Salesperson

Objectives The participants: > Understand how to behave appropriately in each discussion situation > Are able to conduct each discussion in a goal-oriented manner without overtaxing the discussion partner > Are able to adapt all learned methods and techniques to the given situation and use them effectively > Are motivated to use their knowledge and skills for themselves and the Mercedes-Benz Trucks division Contents Exercise blocks on > Trucks brand and company > Sales process > Products and financing, downstream services > Vehicle delivery and stock sale > Establishing customer contacts > Sales support and acquisition > Test preparation Training Depth Go Method Theorie 40%, Practice60%

Duration 3,0 days (per 8 hours)

Stand 08/2016 33

Chapter Sales Training

Department Sales Training - Further Education Title S0186E • Passenger Cars • Fleet Sales • Module 1 • e-Training • Go Course Number S0186E-AA

Target group Salesperson

Objectives The participants have: > Reflected on the importance of the Corporate Sales and Key Account Management unit and have obtained an insight into Daimler's vision regarding this topic > Become familiar with the history and the global market situation of fleet sales > Become familiar with the principles of the fleet sales strategy and have applied these to their daily work > Become familiar with the national and international organizational structure of fleet sales and have reflected on their role in this context > Received an introduction to the fleet sales process and its relevant phases Contents Basic qualification on fundamentals in fleet sales: > Fleet sales strategy and scope > The fleet salesperson and his/her role at Mercedes-Benz > Fleet sales process and the relevant phases: - Market analysis - Data evaluation and acquisition - Needs and wants analysis - Argumentation and negotiation - Closing sales - CRM Training Depth Go Method Theorie 90%, Practice10%

Note This training is a mandatory prerequisite for further seminars in this qualification series.

Duration 0,5 hours

Stand 08/2016 34

Chapter Sales Training

Department Sales Training - Further Education Title S0125F • Passenger Cars • Fleet Sales • Module 2 • Advanced Training • Run Course Number S0125F-AA

Target group Salesperson

Objectives

Contents Fleet sales qualification: > Fleet sales strategy/scope and practical implementation > Consolidation of the role as Mercedes-Benz fleet salesperson > Role-playing and feedback on the phases of the fleet sales process > Use of KPIs > Self-organization and work planning Mandatory prerequisite S0186E • Passenger Cars • Fleet Sales • Module 1 • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 40%, Practice60%

Duration 2,0 days (per 8 hours)

Stand 08/2016 35

Chapter Sales Training

Department Sales Training - Further Education Title S0249F • Passenger Cars • Price Negotiation • Successful negotiation in sales • Run Course Number S0249F-AA

Target group Salesperson

Objectives

Contents > Importance of the needs and requirements analysis in the sales discussion, especially for conducting successful price negotiations > Acquisition of essential customer information during sales pitches > Definition of individual purchasing motives > Relevant criteria for a structured analysis > Use of the customer information for specifically arguing benefits and negotiating prices > Analysis of possible causes of and backgrounds to objections > Use of objections as an opportunity in the sales process > Individual behavioral patterns and dynamics for objections and price negotiations > Analysis of causes for price discussions > Preparation for and strategic structuring of successful price negotiations > Development of an individual toolkit for effective argumentation, as well as behavior to support these tools during price negotiations (premium price argumentation) > Implementation and transfer on the basis of role plays and practical examples Training Depth Run Method Theorie 50%, Practice50%

Note The participant should already have in-depth knowledge of the topics of product, needs/requirements analysis and targeted argumentation. Duration 2,0 days (per 8 hours)

Stand 08/2016 36

Chapter Sales Training

Department Sales Training - Further Education Title S0110F • Passenger Cars • Professional Vehicle Handover • Run Course Number S0110F-AA

Target group Salesperson

Objectives

Contents > Importance of vehicle handover (obligations and responsibility) > Development of the relevant contents of vehicle handover, e.g. familiarization with system operation, economy-oriented driving > Customer-oriented description of the vehicle concept - affirming the purchase decision in the sense of determined purchasing motives > Behavior in difficult situations > Vehicle handover process > Test drive (contents and goals) > Transfer exercises and practical examples Training Depth Run Method Theorie 50%, Practice50%

Note No product knowledge is imparted during the training, which instead deals with customer-oriented behavior and arguments. Duration 2,0 days (per 8 hours)

Stand 08/2016 37

Chapter Sales Training

Department Sales Training - Further Education Title S0097F • Passenger Cars • Used Car Sales • Module 2 • Advanced Training • Run Course Number S0097F-AA

Target group Salesperson

Objectives The participant: > Is familiar with the vehicle evaluation process > Is able to evaluate used vehicles > Is familiar with the trade-in process in detail > Is able to communicate used vehicle specifics in a customer-oriented manner > Is able to present and sell used vehicles in a customer-oriented manner Contents

Training Depth Run Method Theorie 50%, Practice50%

Duration 2,0 days (per 8 hours)

Stand 08/2016 38

Chapter Sales Training

Department Sales Training - Further Education Title S0322F • Passenger Cars • Test Drive • A Key Part of Successful Sales • Run Course Number S0322F-AA

Target group Salesperson

Objectives The participants > Are aware of their role in interacting with the customer > Are aware of the opportunities of test drives to boost sales > Can conduct a well-structured test drive to promote the vehicle > Can handle with difficult situations with professionalism > Have practiced test drives and learned to implement their new knowledge and skills (final description acc. to IKWS, 2/2014) Contents > Test drive: meaning and opportunities for successful sales > Test drive process (main process and its elements) > Working through relevant content to conduct professional, customer-friendly test drives > Customer-oriented, motivation-driven vehicle descriptions > Behavior during test drives that helps to boost sales > Dealing with difficult situations > Transfer exercises and practical examples (final description acc. to the IKWS, 2/2014) Training Depth Run Method Theorie 60%, Practice40%

Duration 2,0 days (per 8 hours)

Stand 08/2016 39

Chapter Sales Training

Department Sales Training - Further Education Title S0265E • Passenger Cars • New Media: Getting Connected • e-Training • Run Course Number S0265E-AA

Target group Salesperson

Objectives The participant: > Obtains both a broad overview as well as detailed knowledge of the new online media > Is familiar with the Daimler AG guidelines for the use of new online media to communicate with prospective/existing customers Contents > Overview of the new online media > Specific elements of individual new online media types > Daimler AG guidelines for the use of new online media to communicate with prospective/existing customers Training Depth Run Method Theorie 80%, Practice20%

Duration 0,5 hours

Stand 08/2016 40

Chapter Sales Training

Department Sales Training - Further Education Title S0315F • Passenger Cars • Mobile Sales • Mobile Star • Module 1 • Run Course Number S0315F-AA

Target group Salesperson

Objectives The participants: > Are familiar with the specific fundamentals of Mercedes-Benz car sales in field service > Have specific basic skills for Mercedes-Benz car sales in field service (differentiated description acc. to IKWS, 02/2014) Contents Specific fundamentals of Mercedes-Benz car sales for field service (differentiated description acc. to IKWS, 2/2014). Training Depth Run Method Theorie 80%, Practice20%

Duration 2,0 days (per 8 hours)

Stand 08/2016 41

Chapter Sales Training

Department Sales Training - Further Education Title S0316F • Passenger Cars • Mobile Sales • Mobile Star • Module 2 • Run Course Number S0316F-AA

Target group Salesperson

Objectives The participants: > Are familiar with advanced aspects of selling Mercedes-Benz cars in field service > Have advanced skills for Mercedes-Benz car sales in field service (differentiated description acc. to IKWS, 2/2014) Contents Advanced aspects and skills for Mercedes-Benz car sales for field service (differentiated description acc. to IKWS, 2/2014). Training Depth Run Method Theorie 80%, Practice20%

Duration 2,0 days (per 8 hours)

Stand 08/2016 42

Chapter Sales Training

Department Sales Training - Further Education Title S0318F • Passenger Cars • Sales assistance • Customer Contact Consultant • Module 1 • Go Course Number S0318F-AA

Target group Salesperson

Objectives The participants: > Are familiar with specific fundamentals of online Mercedes-Benz passenger car sales > Have specific basic skills for online Mercedes-Benz passenger car sales (differentiated description acc. to IKWS, 2/2014) Contents Specific fundamentals of online Mercedes-Benz car sales (differentiated description acc. to IKWS, 2/2014). Training Depth Go Method Theorie 80%, Practice20%

Duration 2,0 days (per 8 hours)

Stand 08/2016 43

Chapter Sales Training

Department Sales Training - Further Education Title S0319F • Passenger Cars • Sales Assistance • Customer Contact Consultant • Module 2 • Go Course Number S0319F-AA

Target group Salesperson

Objectives The participants: > Are familiar with advanced aspects for online Mercedes-Benz car sales > Are equipped with advanced skills for online Mercedes-Benz car sales (differentiated description acc. to IKWS, 2/2014) Contents Advanced aspects and skills for online Mercedes-Benz car sales (differentiated description acc. to IKWS, 2/2014). Training Depth Go Method Theorie 80%, Practice20%

Duration 2,0 days (per 8 hours)

Stand 08/2016 44

Chapter Sales Training

Department Sales Training - Further Education Title S0333F • Passenger Cars • Sales Assistance • Star Assistant • Module 1 • Go Course Number S0333F-AA

Target group Sales Assistance

Objectives The participants: > Can describe and explain the brand and the brand star > Are familiar with the product range and use associated information channels in a professional manner > Convey core messages of the product in a customer-friendly manner > Ensure positive customer contact > Adequately handle and professionally respond to difficult customer situations Contents > Mercedes-Benz 2020 – Best Customer Experience – four new faces in Sales > The Mercedes-Benz brand > Overview of the Mercedes-Benz product range > Product highlights in contact with customers > Enthusiastic customer care Training Depth Go Method Theorie 80%, Practice20%

Duration 2,0 days (per 8 hours)

Stand 08/2016 45

Chapter Sales Training

Department Sales Training - Further Education Title S0334F • Passenger Cars • Sales Assistance • Star Assistant • Module 2 • Go Course Number S0334F-AA

Target group Sales Assistance

Objectives The participants: > Know communication models and apply them to their professional work > Know the key factors for success with interacting with customers > Are aware of their own behavior and effect in customer interactions > State the key factors for success in customer dialogs > Handle difficult customer situations professionally with appropriate responses in customer dialogs Contents > Customer profiles and customer expectations > Personality in sales > Complaint management > Five phases of professional complaint handling > Challenge in daily work environment Training Depth Go Method Theorie 80%, Practice20%

Duration 2,0 days (per 8 hours)

Stand 08/2016 46

Chapter Sales Training

Department Sales Training - Further Education Title S0172F • Passenger Cars • New Media: Getting Connected • Run Course Number S0172F-AA

Target group Salesperson

Objectives The participant: > Obtains both a broad overview as well as detailed knowledge of the new media > Is familiar with the Daimler AG guidelines for the use of new online media to communicate with prospective/existing customers > Can name and assess the opportunities and risks involved in communication with prospective/existing customers via the new online media > Is equipped with practical and efficient strategies for communicating with prospective/existing customers via the new online media > Has an individualized implementation plan tailored to his or her scope of tasks for efficient communication with prospective/existing customers via the new online media (sales promotion) Contents > Overview of the new online media > Specific elements of individual new online media types > Daimler AG guidelines for the use of new online media to communicate with prospective/existing customers > Opportunities and risks involved in communication with prospective/existing customers via the new online media > Developing efficient strategies for communicating with prospective/existing customers via the new online media > Best practices (to boost sales) > Individualized implementation plan for efficient communication with prospective/existing customers via the new online media Training Depth Run Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 47

Chapter Sales Training

Department Sales Training - Further Education Title S0026E • Passenger Cars • Used Car Sales • Module 1 • e-Training • Go Course Number S0026E-AA

Target group Salesperson

Objectives The participants: > Know the vehicle assessment process > Know the trade-in process > Can conduct a customer-oriented sales conversation > Are able to determine the market value of a used vehicle Contents Basic qualification of used vehicle salespersons

Training Depth Go Method Theorie 100%

Duration 0,8 hours

Stand 08/2016 48

Chapter Sales Training

Department Sales Training - Further Education Title S0371F • Passenger Cars • Used Vehicle Sales • Getting Started in Used Vehicle Sales • Go Course Number S0371F-AA

Target group Salesperson

Objectives > Basic knowledge for selling used vehicles for Mercedes-Benz car salespersons in emerging markets > Objectives will be defined in detail in the international concept workshop. Contents > Basic knowledge for selling used vehicles for Mercedes-Benz car salespersons in emerging markets > Content details to be defined in the international concept workshop Training Depth Go Method Theorie 50%, Practice50%

Duration 2,0 days (per 8 hours)

Stand 08/2016 49

Chapter Sales Training

Department Sales Training - Further Education Title S0169F • Vans • Systematic Market Management and Acquisition • Citan • Run Course Number S0169F-AA

Target group Salesperson

Objectives > Pragmatic support for salespersons in exploiting new customer acquisition potential > Promotion of creativity to exploit market potential > Increasing willingness to assume strategic responsibility > Recognition of existing market potentials > Extension of willingness to assume sales responsibility > Sensitization to marketing activities > Controlling-capable implementation plan for further increasing sales success > Emphasizing the salesperson's personality as a key factor for success in selling > Creation of binding agreements between the salesperson and the relevant manager Contents > Market and environment analyses > Approaches to exploiting existing customer potential > Market segmentation – by target group and area potential > Goals and benefits of acquisition > Methods of acquisition > Acquisition of individual customers and small fleets > Phases and specific features of an acquisition discussion > Performance and analysis of live acquisition discussions > Development of action plans Training Depth Run Method Theorie 50%, Practice50%

Duration 2,0 days (per 8 hours)

Stand 08/2016 50

Chapter Sales Training

Department Sales Training - Further Education Title S0241F • Vans • Price Negotiation • Successful negotiation in sales • Run Course Number S0241F-AA

Target group Salesperson

Objectives

Contents > Importance of the needs and requirements analysis in the sales discussion, especially for successful price negotiations > Acquisition of essential customer information during sales pitches > Definition of individual purchasing motives > Relevant criteria for a structured analysis > Use of the customer information for specifically arguing benefits and negotiating prices > Analysis of possible causes of and backgrounds to objections > Use of objections as an opportunity in the sales process > Individual behavioral patterns and dynamics for objections and price negotiations > Analysis of causes for price discussions > Preparation for and strategic structuring of successful price negotiations > Development of an individual toolkit for effective argumentation, as well as behavior to support these tools during price negotiations (premium price argumentation) > Moving from price argumentation to total-cost-of-ownership argumentation > Implementation and transfer on the basis of role plays and practical examples Training Depth Run Method Theorie 50%, Practice50%

Note The participant should already have in-depth knowledge of the product.

Duration 2,0 days (per 8 hours)

Stand 08/2016 51

Chapter Sales Training

Department Sales Training - Further Education Title S0324F • Vans • Vehicle Handover • Run Course Number S0324F-AA

Target group Salesperson

Objectives The participants can > Explain the vehicle handover process in their organization > Identify the handover process as an integral part of the sales process > Describe the basic vehicle handover procedure, including customer drive > Relate their personal vehicle handover approach to the process logic > Name the content-related aspects of the preparation, initial and demonstration phases, as well as the evaluation, in-depth, and final phases > Independently conduct the individual vehicle handover phases based on the simulations in the course > Explain vehicle specifics in a customer-friendly manner in practical situations > Describe special considerations for vehicles with other make bodies in terms of instruction and product liability > Develop an analytical perspective on the ideal process and current actual process in their organization and identify corresponding fields of action Contents > Meaning of the vehicle handover in the overall sales process > Extended vehicle handover process (including customer drive) > Main phases and content of the vehicle handover process > Detailed practical simulations of the individual handover phases > Customer-friendly explanation of vehicle specifics in practical situations > Special considerations for vehicles with other make bodies > Comparison of ideal process and current real process with corresponding identification of potential fields of action Training Depth Run Method Theorie 60%, Practice40%

Duration 2,0 days (per 8 hours)

Stand 08/2016 52

Chapter Sales Training

Department Sales Training - Further Education Title S0243E • Vans • Used Car Sales • Module 1 • e-Training • Go Course Number S0243E-AA

Target group Salesperson

Objectives The participants: > Know the vehicle assessment process > Know the trade-in process > Can conduct a customer-oriented sales conversation > Are able to determine the market value of a used vehicle Contents Basic qualification of used-van salespersons

Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 53

Chapter Sales Training

Department Sales Training - Further Education Title S0245F • Vans • Used Car Sales • Module 2 • Advanced Training • Run Course Number S0245F-AA

Target group Salesperson

Objectives The participant: > Is familiar with the vehicle evaluation process > Is able to evaluate used vehicles > Is familiar with the trade-in process in detail > Is able to communicate used vehicle specifics in a customer-oriented manner > Is able to present and sell used vehicles in a customer-oriented manner Contents > Trade-in as well as commercial and technical evaluation > Different calculation procedures > Sales process and sales talks > Vehicle stock management and price strategies > Presentation, merchandising and professional used vehicle marketing > Role of the used vehicle salesperson Training Depth Run Method Theorie 50%, Practice50%

Duration 2,0 days (per 8 hours)

Stand 08/2016 54

Chapter Sales Training

Department Sales Training - Further Education Title S0244E • Vans • Fleet Sales • Module 1 • e-Training • Go Course Number S0244E-AA

Target group Salesperson

Objectives

Contents

Training Depth Go Method Theorie 90%, Practice10%

Note This training is a mandatory prerequisite for further seminars in this qualification series.

Duration 0,7 hours

Stand 08/2016 55

Chapter Sales Training

Department Sales Training - Further Education Title S0246F • Vans • Fleet Sales • Module 2 • Advanced Training • Run Course Number S0246F-AA

Target group Salesperson

Objectives

Contents Qualification for fleet sales: > Fleet sales strategy/scope and implementation in practice > Consolidation of the role of Mercedes-Benz fleet salesperson > Role exercises and feedback for the fleet sales process phases > Use of KPIs > Self-organization and work planning Training Depth Run Method Theorie 40%, Practice60%

Duration 2,0 days (per 8 hours)

Stand 08/2016 56

Chapter Sales Training

Department Sales Training - Further Education Title S0388F • Trucks • Sales Systems • Systematic Application of Sales Funnel Tool for Increasing Sales Success • Go Course Number S0388F-AA

Target group Salesperson

Objectives The participant can: > Name the sales strategies of the Trucks and Vans division and successfully transfer these to his/her day-to-day business > Name the benefits and opportunities with the new Sales Funnel Management tool and derive successful measures from this > Apply the obligatory KPIs for control of his/her sales process > Describe the standardized Sales Funnel Management Tool and work with it effectively and efficiently > Use the potential of the Sales Funnel Management tool to gain new customers and to increase customer loyalty Contents > Truck Sales Funnel Tool (System, KPIs) > Application of the Truck Sales Funnel Tool in the individual steps of the sales process > Implementing sales strategies for trucks and vans in the dealership operation > Sales Funnel Management concept and functions > Benefits and opportunities with the new Sales Funnel Management Tool > Optimal market exploitation through working with relevant key figures Training Depth Go Method Theorie 100%

Duration 2,0 days (per 8 hours)

Stand 08/2016 57

Chapter Sales Training

Department Sales Training - Further Education Title S0272F • Trucks • Systematic Sales Support and Acquisition • Run Course Number S0272F-AA

Target group Salesperson

Objectives > Pragmatic support for salespersons in assessing customer potentials for The New Truck > Promoting of creativity to exploit market potential for The New Truck > Increasing willingness to assume strategic responsibility > Expansion of customer acquisition initiative for The New Truck > Sensitization to marketing activities > Controlling-capable implementation plan for further increasing sales success > Creation of binding agreements between the salesperson and the relevant manager Contents > Approaches to exploiting existing customer potential for The New Truck > Market segmentation by target group and territory potential for The New Truck > Goals and benefits of acquisition > Methods of acquisition for The New Truck > Acquisition of individual customers and small fleets > Phases and specific features of an acquisition discussion > Performance and analysis of live acquisition discussions > Development of action plans Training Depth Run Method Theorie 50%, Practice50%

Duration 2,0 days (per 8 hours)

Stand 08/2016 58

Chapter Sales Training

Department Sales Training - Further Education Title S0148F • Trucks • Brand-Oriented Behavior and Image • Run Course Number S0148F-AA

Target group Salesperson

Objectives

Contents

Training Depth Run Method Theorie 40%, Practice60%

Duration 1 day (per 8 hours)

Stand 08/2016 59

Chapter Sales Training

Department Sales Training - Further Education Title S0240F • Trucks • Price Negotiation • Successful negotiation in sales • Run Course Number S0240F-AA

Target group Salesperson

Objectives

Contents > Importance of the needs and requirements analysis in the sales discussion, especially for successful price negotiations > Acquisition of essential customer information during sales pitches > Definition of individual purchasing motives > Relevant criteria for a structured analysis > Use of the customer information for specifically arguing benefits and negotiating prices > Analysis of possible causes of and backgrounds to objections > Use of objections as an opportunity in the sales process > Individual behavioral patterns and dynamics for objections and price negotiations > Analysis of causes for price discussions > Preparation for and strategic structuring of successful price negotiations > Development of an individual toolkit for effective argumentation, as well as behavior to support these tools during price negotiations (premium price argumentation) > Moving from price argumentation to total-cost-of-ownership argumentation > Implementation and transfer on the basis of role plays and practical examples Training Depth Run Method Theorie 50%, Practice50%

Note The participant should already have in-depth knowledge of the product.

Duration 2,0 days (per 8 hours)

Stand 08/2016 60

Chapter Sales Training

Department Sales Training - Further Education Title S0170F • Trucks • Professional Vehicle Handover • Fly Course Number S0170F-AA

Target group Salesperson

Objectives

Contents > Importance of the vehicle handover with regard to the entire sales process > Extended vehicle handover process (including customer test drive) > Main phases and contents of the vehicle handover process > Detailed simulation of practical situations in the individual phases of the vehicle handover > Explanation of the vehicle details in practical operation in a customer-friendly manner > Special considerations for vehicles with non-MB bodies > Reconciliation of the ideal process and the current actual process, with a corresponding derivation of action areas Training Depth Fly Method Theorie 100%

Duration 2,0 days (per 8 hours)

Stand 08/2016 61

Chapter Sales Training

Department Sales Training - Further Education Title S0202F • Trucks • Product Expertise • Mercedes-Benz Custom Tailored Trucks CTT – Information about Customized Vehicle Conversions • Mini-Module • Go Course Number S0202F-AA

Target group Salesperson

Objectives The participant: > Is familiar with examples of modification scopes > Is familiar with the CTT processes > Knows the appropriate contact persons Contents Presentation of the CTT modification scopes and processes.

Training Depth Go Method Theorie 90%, Practice10%

Duration 1 hour (per 60 minutes)

Stand 08/2016 62

Chapter Sales Training

Department Certification Title S0078F • Passenger Cars • C-Sales • Salesperson Certification • Go Course Number S0078F-AA

Target group Salesperson

Objectives Uniform, standardized process for certifying Mercedes-Benz car salespersons as per C- Sales standards. Contents Certification process for Mercedes-Benz car salespersons, including description of results and feedback. Training Depth Go Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 63

Chapter Sales Training

Department Certification Title S0291E • Passenger Cars • C-Sales • Salesperson Certification • Knowledge Test • Go Course Number S0291E-AA

Target group Salesperson

Objectives > Ensuring specialist knowledge base required for successful salesperson certification and professional work > Ensuring C-Sales standards Contents > The knowledge test for salesperson certification tests all professional sales aspects conveyed in the C-Sales basic qualification training modules. > Successful completion of this knowledge test (online) is a prerequisite for the C-Sales salesperson certification. Training Depth Go Method Theorie 100%

Duration 0 hours

Stand 08/2016 64

Chapter Sales Training

Department Certification Title S0294E • smart • C-Sales • Salesperson Certification • Knowledge Test • Go Course Number S0294E-AA

Target group Salesperson

Objectives > Ensuring specialist knowledge base required for successful salesperson certification and professional work > Ensuring C-Sales standards Contents > The knowledge test for salesperson certification tests all professional sales aspects conveyed in the C-Sales basic qualification training modules. > Successful completion of this knowledge test (online) is a prerequisite for the C-Sales salesperson certification. Training Depth Go Method Theorie 100%

Duration 0 hours

Stand 08/2016 65

Chapter Sales Training

Department Certification Title S0081F • smart • C-Sales • Salesperson Certification • Go Course Number S0081F-AA

Target group Salesperson

Objectives Uniform, standardized process for certifying smart salespersons.

Contents Certification process for smart salespersons, including description of results and feedback. Training Depth Go Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 66

Chapter Sales Training

Department Certification Title S0292E • Vans • C-Sales • Salesperson Certification • Knowledge Test • Go Course Number S0292E-AA

Target group Salesperson

Objectives > Ensuring specialist knowledge base required for successful salesperson certification and professional work > Ensuring C-Sales standards Contents > The knowledge test for salesperson certification tests all professional sales aspects conveyed in the C-Sales basic qualification training modules. > Successful completion of this knowledge test (online) is a prerequisite for the C-Sales salesperson certification. Training Depth Go Method Theorie 100%

Duration 0 hours

Stand 08/2016 67

Chapter Sales Training

Department Certification Title S0079F • Vans • C-Sales • Salesperson Certification • Go Course Number S0079F-AA

Target group Salesperson

Objectives Uniform, standardized process for certifying Mercedes-Benz Vans salespersons as per C- Sales standards. Contents Certification process for Mercedes-Benz Vans salespersons, including description of results and feedback. Training Depth Go Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 68

Chapter Sales Training

Department Certification Title S0293E • Trucks • C-Sales • Salesperson Certification • Knowledge Test • Go Course Number S0293E-AA

Target group Salesperson

Objectives > Ensuring specialist knowledge base required for successful salesperson certification and professional work > Ensuring C-Sales standards Contents > The knowledge test for salesperson certification tests all professional sales aspects conveyed in the C-Sales basic qualification training modules. > Successful completion of this knowledge test (online) is a prerequisite for the C-Sales salesperson certification. Training Depth Go Method Theorie 100%

Duration 0 hours

Stand 08/2016 69

Chapter Sales Training

Department Certification Title S0080F • Trucks • C-Sales • Salesperson Certification • Go Course Number S0080F-AA

Target group Salesperson

Objectives Uniform, standardized process for certifying Mercedes-Benz Trucks salespersons as per C-Sales standards. Contents Certification process for Mercedes-Benz Trucks salespersons, including description of results and feedback. Training Depth Go Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 70

Chapter Sales Training

Department Product Qualification Title S0403E • Passenger Cars • Product Expertise • New Features and Modifications for NTG 5.5 • e-Training • Go Course Number S0403E-AA

Target group Salesperson, Service Advisor

Objectives The participant: > Is familiar with the new features in the area of NTG 5.5 telematics > Can provide a needs-based explanation of the functions and customer benefits of the new features Contents > Current topics and innovations > NTG 5.5 highlights Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 71

Chapter Sales Training

Department Product Qualification Title S0311E • Passenger Cars • Product Expertise • New Features and Modifications for NTG 5 • e-Training • Go Course Number S0311E-AA

Target group Salesperson, Service Advisor

Objectives The participant: > Is familiar with the new features in the area of NTG 5 telematics > Can provide a needs-based explanation of the functions and customer benefits of the new features Contents > Current topics and innovations > NTG 5 highlights > Q&A from the 2014 EuroTraining Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 72

Chapter Sales Training

Department Product Qualification Title V0071F • Passenger Cars • Competent Marketing of Service Contracts • Customer Benefits, Active Advantage/Benefit Argumentation and Calculation • Run Course Number V0071F-AA

Target group Service Advisor, Service Receptionist

Objectives The participant: > Can describe the different service agreements > Is familiar with individual customer benefits > Can create customer-oriented quotes using the calculation program iQUOTE > Can apply structured arguments related to customer advantages and benefits in consulting and sales dialogs Contents > Product modules from different service agreements > Advantages and benefits for the customer and operation > Using the calculation program iQUOTE > Conducting successful sales and consulting dialogs Optional prerequisite Participants should have previous experience/contact with customers.

Mandatory prerequisite V0004E • Passenger Cars, Vans, Trucks • Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 70%, Practice30%

Duration 2,0 days (per 8 hours)

Stand 08/2016 73

Chapter Sales Training

Department Product Qualification Title S0094F • Passenger Cars • Product Argumentation and Competitive Comparison • Go Course Number S0094F-AA

Target group Salesperson

Objectives The participants: > Are familiar with the current product highlights of the studied car model series > Are able to explain selected standard/special equipment and support systems on the vehicles > Are familiar with the product advantages and innovations / USPs of Mercedes-Benz in comparison with competing vehicles from the segment and are able to argue these > Acquire in-depth knowledge regarding competing vehicles > experience theoretical knowledge at the vehicle > Are familiar with information sources on vehicle equipment and technology and act to promote sales Contents > Product details for specific car model series (on request) > Specific standard/special equipment incl. new support systems (communication focal points of the model series) > Learning at the vehicle, static > MB theory > Practical exercises on/with the MB vehicle > Driving with special exercises/group work > Dynamic/static competitive comparison > Advantage argumentation Training Depth Go Method Theorie 20%, Practice80%

Duration 2,0 days (per 8 hours)

Stand 08/2016 74

Chapter Sales Training

Department Product Qualification Title S0363E • Passenger Cars • Market Launch • A-Class Model Series 176 Facelift • e- Learning • Go Course Number S0363E-AA

Target group Salesperson

Objectives The participants are familiar with all the key facts about the new A-Class facelift.

Contents > New features/modifications in the A-Class facelift > Competitive environment > Innovations > Sales arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 75

Chapter Sales Training

Department Product Qualification Title S0308F • Passenger Cars • Market Launch • Plug-in Vehicles • B-Class Electric Drive Model Series 242 and S 500 PLUG-IN HYBRID • Run Course Number S0308F-AA

Target group Salesperson

Objectives The participant can: > State the differences between the “electric drive” and the conventional powertrain > Describe the function of the control and display concept > Describe the basic functions of the powertrain components Contents > "PLUG-IN HYBRID"-specific equipment > Design and function of the powertrain > "Electric drive"-specific equipment > Control and display concept > Connected services > Electric driving "made by Mercedes-Benz" (history) > Safety concept Training Depth Run Method Theorie 30%, Practice70%

Duration 1 day (per 8 hours)

Stand 08/2016 76

Chapter Sales Training

Department Product Qualification Title S0373E • Passenger Cars • Market Launch • E-Class Model Series W213 • e-Training • Go Course Number S0373E-AA

Target group Salesperson

Objectives The participants: > Are familiar with the product contents of the new E-Class W213 > Can explain modifications to the exterior and interior, as well as technical innovations, in a customer-oriented manner > Are familiar with advantages over competitors Contents > Conveying the fascination, design and emotion of the new E-Class W213 > Product contents > Modifications in the exterior and interior > Advantages over competitors Training Depth Go Method Theorie 100%

Duration 1,0 hours

Stand 08/2016 77

Chapter Sales Training

Department Product Qualification Title S0375F • Passenger Cars • Market Launch • GLC, GLE SUV, GLE Coupé, A-Class Facelift, and Mercedes-AMG GT (X253, W166, C292, W176, and C190) • Run Course Number S0375F-AA

Target group Salesperson

Objectives The participants: > Experience product highlights introduced in the model series covered in the course > Experience the Mercedes-Benz products in dynamic driving stations > Know the USPs in a competitive comparison > Are familiar with additional product-related topics > Find out about new developments relevant for the MPCs Contents Global Training Experience or market-specific training for the market launches of the GLC, GLE-SUV, GLE Coupé, CLA Shooting Brake, A-Class facelift, and Mercedes-AMG GT model series (X253, W166, C292, X117, W176, and C190) Mandatory prerequisite S0309E • Passenger Cars • Market Launch • Mercedes-AMG GT Model Series C190 • e-Training • Go S0362E • Passenger Cars • Market Launch • GLC Model Series X253 • e-Training • Go S0363E • Passenger Cars • Market Launch • A-Class Model Series 176 Facelift • e- Learning • Go S0372E • Passenger Cars • Market Launch • GLE Facelift and GLE Coupé Model Series C292 • AKUBIS® direct sales • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 78

Chapter Sales Training

Department Product Qualification Title S0309E • Passenger Cars • Market Launch • Mercedes-AMG GT Model Series C190 • e-Training • Go Course Number S0309E-AA

Target group Salesperson

Objectives The participants are familiar with all the key facts about the new Mercedes-AMG GT model series C190. Contents > Positioning and target groups of the Mercedes-AMG GT model series C190 > Competitors for the AMG GT model series C190 > Design and performance > Equipment and customization > Marketing and test drive Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 79

Chapter Sales Training

Department Product Qualification Title S0362E • Passenger Cars • Market Launch • GLC Model Series X253 • e-Training • Go Course Number S0362E-AA

Target group Salesperson

Objectives The participants are familiar with all the key facts about the new GLC-Class

Contents > Positioning and target groups for the GLC-Class > Competitive environment > Innovations in new GLC Class > Benefit arguments Training Depth Go Method Theorie 100%

Duration 0,8 hours

Stand 08/2016 80

Chapter Sales Training

Department Product Qualification Title S0372E • Passenger Cars • Market Launch • GLE Facelift and GLE Coupé Model Series C292 • AKUBIS® direct sales • Go Course Number S0372E-AA

Target group Salesperson

Objectives The participants are familiar with: > All key facts about the facelift - GLE Coupé model series C292 - GLE facelift Contents > Positioning and target groups - GLE Coupé model series C292 - GLE facelift > Competitive environment > Innovations > Sales arguments Training Depth Go Method Theorie 100%

Note This broadcast is generated in certain locations on a country-specific basis with the title "GTE@interactive". An offline version will also be available. An international program will be created in English. Duration 0,8 hours

Stand 08/2016 81

Chapter Sales Training

Department Product Qualification Title S0104F • Vans • Product Expertise • Run Course Number S0104F-AA

Target group Salesperson

Objectives The participant: > Is familiar with the basic technology in the van and basic terms for this topic > Has obtained an overview of the Mercedes-Benz van product range > Is familiar with the operating principles of the engine, transmission and electronic control systems > Is familiar with what BlueEfficiency entails > Is familiar with the essential traffic laws in the EU > Is familiar with the most important standard and special equipment Contents > Basic van technology > Engine > Transmission > Electronic control systems (e.g. ESP) > Important equipment features and BlueEfficiency Training Depth Run Method Theorie 50%, Practice50%

Note Dates subject to agreement, contact person Mr. Seybold.

Duration 2,0 days (per 8 hours)

Stand 08/2016 82

Chapter Sales Training

Department Product Qualification Title S0205E • Passenger Cars • Mercedes-Benz Guard Cars • e-Training • Go Course Number S0205E-AA

Target group Salesperson

Objectives The participant: > Knows all key facts about Mercedes-Benz Guard Cars. Contents > Innovations > Comparison with competition Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 83

Chapter Sales Training

Department Product Qualification Title S0330E • Passenger Cars • Product and Sales Skills • Product expert Telematics • Module 1 • e-Training • Go Course Number S0330E-AA

Target group Salesperson, Sales Assistance

Objectives The participants can: > Explain selected functions and customer advantages as needed > Use their expertise to answer specific customer questions Contents > Additional qualification for salespersons as telematic experts in a three-phase training series > Selected telematics features > Overview of the current situation of telematics for all model series Training Depth Go Method Theorie 100%

Note This is the first further training module (e-Training) of a three-phase training series as "Telematics" expert after the completion of sales training. Duration 0,5 hours

Stand 08/2016 84

Chapter Sales Training

Department Product Qualification Title S0376F • Passenger Cars • Product Expertise • Telematics Specialist • Module 2 • Run Course Number S0376F-AA

Target group Salesperson, Sales Assistance

Objectives The participant: > Is familiar with the different telematics systems > Is able to operate the new systems and explain them in a customer-oriented manner > Knows tips and tricks > Knows which sources to consult for detailed information > Is familiar with the accessories range Contents > Definition and contents of Mercedes-Benz telematics > Practical exercises Mandatory prerequisite S0330E • Passenger Cars • Product and Sales Skills • Product expert Telematics • Module 1 • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 80%, Practice20%

Duration 2,0 days (per 8 hours)

Stand 08/2016 85

Chapter Sales Training

Department Product Qualification Title S0377E • Passenger Cars • Product Expertise • Mercedes-Benz Intelligent Drive Spe- cialist • Module 1 • e-Training • Go Course Number S0377E-AA

Target group Salesperson, Sales Assistance

Objectives The participants can: > Explain functions and customer advantages as needed > Use their expertise to answer specific customer questions Contents > Additional qualification for salespersons as support system experts in a multi-stage training series > Overview of the current situation of support systems for all model series Training Depth Go Method Theorie 100%

Note This is the first further training module (e-Training) of a multi-stage training series as "Mercedes-Benz Intelligent Drive" expert after the completion of sales training. Duration 0,5 hours

Stand 08/2016 86

Chapter Sales Training

Department Product Qualification Title S0378F • Passenger Cars • Product Expertise • Mercedes-Benz Intelligent Drive Spe- cialist • Module 2 • Run Course Number S0378F-AA

Target group Salesperson, Sales Assistance

Objectives The participants can: > Explain functions and customer advantages as needed > Use their expertise to answer specific customer questions Contents > Additional qualification for salespersons as support system experts in a multi-stage training series > Overview of the current situation of support systems for all model series Mandatory prerequisite S0377E • Passenger Cars • Product Expertise • Mercedes-Benz Intelligent Drive Specialist • Module 1 • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 100%

Duration 2,0 days (per 8 hours)

Stand 08/2016 87

Chapter Sales Training

Department Product Qualification Title S0338E • Passenger Cars • Product and Sales Skills • BlueEFFICIENCY Plug-in HYBRID • e-Training • Go Course Number S0338E-AA

Target group Salesperson

Objectives The participant is able to explain the functions and customer benefits of the PLUG-IN HYBRID according to needs. Contents PLUG-IN HYBRID

Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 88

Chapter Sales Training

Department Product Qualification Title S0354E • Passenger Cars • Product and Sales Skills • B-Class electric drive model series 242 • e-Training • Go Course Number S0354E-AA

Target group Salesperson

Objectives The participant can: > State the differences in the electric drive compared to the conventional drivetrain > Describe the function of the control and display concept > Describe the basic functions of the drivetrain components Contents > Design and function of the drivetrain > "electric drive"-specific equipment > Control and display concept > Connected services > Electric driving "made by Mercedes-Benz" (history) > Safety concepts Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 89

Chapter Sales Training

Department Product Qualification Title S0313F • Passenger Cars • Product Expertise • Mercedes me connect • Run Course Number S0313F-AA

Target group Salesperson

Objectives The participants are familiar with all the key facts about Mercedes connect me

Contents > Presentation of contents > Sales arguments > Competitive environment Mandatory prerequisite S0276E • Passenger Cars • Product Expertise • Mercedes connect me • AKUBIS® direct sales • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 90

Chapter Sales Training

Department Product Qualification Title V0092F • Passenger Cars • Mercedes-Benz Genuine Accessories • Collection - Product Range and Presentation • Run Course Number V0092F-AA

Target group Parts/Accessories Salesperson, Parts Advisor Warehouse , Service Receptionist , Service Advisor , Salesperson Objectives The participant: > Is familiar with the Mercedes-Benz genuine accessories product range > Is familiar with contact persons and information procurement options > Can explain the advantages and benefits of Mercedes-Benz genuine accessories to customers and argue them accordingly in customer discussions > Knows criteria for a customer-oriented presentation of Mercedes-Benz genuine accessories in the customer contact area Contents > Accessories, Collection, vehicle-related accessories and telematics for the passenger car category > Information procurement, ordering and warranty via MBA portal, ODUS and PAT > Advantages and added benefits in comparison with competing products > Advantage/benefit argumentation in customer discussions > Customer-oriented presentation in the customer contact area Mandatory prerequisite V0004E • Passenger Cars, Vans, Trucks • Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 100%

Duration 2,0 days (per 8 hours)

Stand 08/2016 91

Chapter Sales Training

Department Product Qualification Title S0326F • Passenger Cars • Market Launch • C-Class, GLA and S-Class Coupe (Model Series 205, 156 and 217) • Run Course Number S0326F-AA

Target group Salesperson

Objectives The participants: > Experience product innovations introduced in the model series covered in the course > Experience the Mercedes-Benz products in dynamic driving stations > Are familiar with additional product-related topics > Find out about new developments relevant for the MPCs Contents Global Training Experience or market-specific training for the market launches of the C- Class, GLA-Class and S-Class Coupe model series (model series 205, 156 and 217). Mandatory prerequisite S0274E • Passenger Cars • Market Launch • S-Class Coupé Model Series 217 • AKUBIS® direct sales • Go S0275E • Passenger Cars • Market Launch • GLA-Class X156 • AKUBIS® direct sales • Go S0278E • Passenger Cars • Market Launch • C-Class W205 • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 99,3%, Practice,7%

Duration 1 day (per 8 hours)

Stand 08/2016 92

Chapter Sales Training

Department Product Qualification Title S0155F • Trucks • CTT Basic Training • Products, Processes, Advantages • Run Course Number S0155F-AA

Target group Salesperson

Objectives The participant: > Is familiar with the products from CTT conversion groups > Is familiar with the interfaces between CTT/Wörth/market contact partners/product management > Is familiar with the query and clarification process > Knows how to use the offer portfolio and price list in day-to-day operations > Can integrate CTT's offerings into MBKS's offerings > Can argue the advantages and knows his/her advantages as salesperson Contents > Factory tour > Practical examples from the MPC including development of solutions > Conversion issues > Advantages of CTT compared to local conversion partners > Learning success check Training Depth Run Method Theorie 50%, Practice50%

Duration 0,5 days (per 8 hours)

Stand 08/2016 93

Chapter Sales Training

Department Product Qualification Title S0340F • Passenger Cars • Sales Assistance • Product Expert • Module 1 • Go Course Number S0340F-AA

Target group Sales Assistance

Objectives The participants: > Can describe the "Sales People 2020" strategy > Can name their tasks in the role as product expert and describe the interfaces to other profiles > Are familiar with the brand star and know what is required when dealing with Mercedes-Benz customers > Can recognize and name different customer types and describe their specific requirements > Know the Mercedes-Benz vehicle portfolio and can cite differences and highlights at model series level > Can conduct a structured vehicle presentation > Can name the most important information sources for product information Contents > Understanding of role(s), collaboration with other profiles, interfaces > Best customer experience: Brand star, brand-compliant appearance > Customer types & target group-oriented product presentation > Model series overview of Mercedes-Benz cars > Product presentation: 7-point walkaround (C-Class) > Information sources Training Depth Go Method Theorie 80%, Practice20%

Duration 2,0 days (per 8 hours)

Stand 08/2016 94

Chapter Sales Training

Department Product Qualification Title S0341F • Passenger Cars • Sales Assistance • Product Expert • Module 2 • Go Course Number S0341F-AA

Target group Sales Assistance

Objectives The participants: > Can operate selected telematics and Mercedes-Benz Intelligent Drive functions and explain them in a customer-friendly manner > Can respond to different situations/questions in a competent, brand-compliant and customer-friendly manner > Have discussed their own experiences in acquiring information and know how to stay up to date Contents > Details on selected products and equipment (S-Class/E-Class, NTG5 5 and MB Intelligent Drive), practical driving exercises > Practical exercises and role play - transfer: Knowledge and target group-oriented product presentation (customer-friendly explanation) > How do I stay up-to-date, what is my task/responsibility (info. sources, time management, networking/exchange) > The content is based on topics from the EVF project and the most frequently asked questions received by the CAC! Mandatory prerequisite S0340F • Passenger Cars • Sales Assistance • Product Expert • Module 1 • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 80%, Practice20%

Duration 3,0 days (per 8 hours)

Stand 08/2016 95

Chapter Sales Training

Department Product Qualification Title S0339F • Vans • Market Launch • V-Class Model Series 447 • Go Course Number S0339F-AA

Target group Salesperson

Objectives The participants: > Learn about the product highlights of the V-Class > Are familiar with the V-Class safety and support systems > Experience the V-Class at dynamic driving stations > Are familiar with the telematics generation NTG 5 > Learn about relevant new developments in conjunction with MPC Contents > Product highlights > Safety and support system > Driving stations > Telematics > New MPC-relevant features Mandatory prerequisite S0302E • Passenger Cars, Vans • Market Launch • V-Class • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Go Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 96

Chapter Sales Training

Department Product Qualification Title S0345F • Vans • Global Training Experience 2014 • V-Class Model Series 447 • Run Course Number S0345F-AA

Target group Salesperson

Objectives The participants: > Learn about the product highlights of the V-Class > Experience V-Class safety and support systems > Experience the V-Class at dynamic driving stations > Are familiar with the telematics generation NTG 5 > Find out relevant new developments in conjunction with MPC Contents Large-scale training event as part of the V-Class market launch

Mandatory prerequisite S0302E • Passenger Cars, Vans • Market Launch • V-Class • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 99,3%, Practice,7%

Duration 1 day (per 8 hours)

Stand 08/2016 97

Chapter Sales Training

Department Product Qualification Title S0090F • Vans • Product Expertise • Go Course Number S0090F-AA

Target group Salesperson

Objectives

Contents

Training Depth Go Method Theorie 50%, Practice50%

Note Dates subject to agreement, contact person Mr. Seybold.

Duration 2,0 days (per 8 hours)

Stand 08/2016 98

Chapter Sales Training

Department Product Qualification Title S0298F • Vans • Market Launch • Vito Model Series 447 • Run Course Number S0298F-AA

Target group Salesperson

Objectives The participant: > is familiar with the advantages of the new Vito over the competition > can integrate the advantages into sales pitches Contents Market-specific training for the market launch of the new Vito: > Product portfolio > Variants > Drivetrain > Details on BlueEFFICIENCY > Product highlights > Advantages over the competition > Comparison drive Mandatory prerequisite S0299E • Vans • Product and Sales Skills • Vito VS20 • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 99

Chapter Sales Training

Department Product Qualification Title S0290F • Vans • Product and Sales Skills • Body Manufacturer Business • Run Course Number S0290F-AA

Target group Salesperson

Objectives The participant: > Is familiar with the customers' and body manufacturers' expectations on Mercedes- Benz > Is familiar with information sources on topics of relevance to body manufacturers > Can explain body-relevant features on the vehicle to the customer > Is familiar with the body manufacturer process > Is familiar with configuration information Contents > e-Training review > Expectations of customers, body manufacturers and salespersons > Information sources for salespersons > Body-relevant features on the van > Body manufacturer process > Configuration information > Conventional bodies on the market Mandatory prerequisite S0270E • Vans • Body Manufacturer Business • Sales and Handling Processes • e- Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 50%, Practice50%

Duration 1 day (per 6 hours)

Stand 08/2016 100

Chapter Sales Training

Department Product Qualification Title S0270E • Vans • Body Manufacturer Business • Sales and Handling Processes • e- Training • Go Course Number S0270E-AA

Target group Salesperson

Objectives The participant: > Is familiar with the body manufacturer portal > Is familiar with relevant processes in everyday business with body manufacturers > Is familiar with the advantages of working with qualified partners > Expands his expertise in van sales Contents > Body manufacturer portal > Processes in body manufacturer management > Advantages of working with qualified partners Training Depth Go Method Theorie 100%

Duration 0,8 hours

Stand 08/2016 101

Chapter Sales Training

Department Product Qualification Title S0102F • Trucks • Downstream Activities • Truck Services • Run Course Number S0102F-AA

Target group Salesperson

Objectives The participant: > Is familiar with the services in the truck business > Is able to offer the customer all services and argue their advantages in a customer- friendly manner > Can use all TCO elements (Total Cost of Ownership) in the sales discussion Contents > Charterway portfolio > All services from Daimler Financial Services > Efficient use of FleetBoard > Mercedes-Benz Service Card services > All TruckStore services Training Depth Run Method Theorie 50%, Practice50%

Note Dates subject to agreement, contact person Mr. Seybold.

Duration 2,0 days (per 8 hours)

Stand 08/2016 102

Chapter Sales Training

Department Product Qualification Title S0268F • Trucks • Product Expertise • Actros and Antos Model Series 963 • Go Course Number S0268F-AA

Target group Salesperson

Objectives The participants: > Understand the decision for a new product range and the model series logic > Have a comprehensive basic understanding of the Actros and Antos model series > Have a clear picture of the respective scope and products on offer for both model series > Are clear about the differences between the new Actros and the Antos > Know the background of the main marketing focus for the Actros and the Antos > Know which product features support the main marketing focus > Can sort the Loader and Volumer product groups into the appropriate model series product range. Contents > Marketing focal points > Drivetrain > Suspension > Cabs > Competitive situation > Derivation of benefits and integration in sales arguments Training Depth Go Method Theorie 70%, Practice30%

Duration 2,0 days (per 8 hours)

Stand 08/2016 103

Chapter Sales Training

Department Product Qualification Title S0215E • Trucks • Product Expertise • The New Atego Model Series 967 • Go Course Number S0215E-AA

Target group Salesperson

Objectives The participant: > Is familiar with the concept and highlights of the new Atego > Is familiar with the new engine (Euro VI standard) > Is familiar with new features from the TCO calculation > Is able to communicate the advantages in a customer-oriented manner Contents > Concept > Engine (Euro VI standard) > Highlights > TCO calculation > Customer arguments Training Depth Go Method Theorie 100%

Duration 1,5 hours

Stand 08/2016 104

Chapter Sales Training

Department Product Qualification Title S0269F • Trucks • Product Expertise • Arocs Model Series 964 • Go Course Number S0269F-AA

Target group Salesperson

Objectives The participants: > Understand the decision for a new product range and the model series logic > Have a comprehensive basic understanding of the Arocs model series > Have a clear picture of the scope and products on offer for the model series > Know the background of the main marketing focus for the Arocs > Know which product features support the main marketing focus > Can sort the Loader and Grounder product groups into the spectrum of the model series. Contents > Marketing focal points > Drivetrain > Suspension > Cabs > Sales arguments > Competitive situation Training Depth Go Method Theorie 70%, Practice30%

Duration 1,5 days (per 8 hours)

Stand 08/2016 105

Chapter Sales Training

Department Product Qualification Title S0289F • Trucks • Product Expertise • Trucks You Can Trust • Partnership on Equal Terms: Professional Sales Follow-up • Go Course Number S0289F-AA

Target group Salesperson

Objectives The participant: > Is aware of the advantages of professional sales follow-up > Has enhanced his/her understanding of the customer benefits of sales follow-up > Is familiar with the individual sales follow-up phases and the associated activities > Understands strong and weak services in the sales follow-up process > Understands that the sales follow-up must be tailored to the specific customer > Understands that the explanations related to the vehicle do not end with the handover, but need to be supplemented in the sales follow-up Contents > Sales follow-up phases > Opportunities and risks > Importance of sales follow-up > Partnership on equal terms in connection with sales follow-up Training Depth Go Method Theorie 50%, Practice50%

Duration 0,5 days (per 8 hours)

Stand 08/2016 106

Chapter Sales Training

Department Product Qualification Title S0301F • Trucks • Product Expertise • Econic Euro VI Model Series 956 • Go Course Number S0301F-AA

Target group Salesperson

Objectives The participant: > Is familiar with the technical scopes related to the Euro VI standard > Can communicate the advantages of the Econic Euro VI model series 956 in a customer-oriented manner Contents > Product portfolio > Drivetrain > Cabs > Technical implementation of the Euro VI standard > Euro VI sales pitches Training Depth Go Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 107

Chapter Sales Training

Department Product Qualification Title S0188F • Trucks • Product Expertise • Atego Model Series 967 • Go Course Number S0188F-AA

Target group Salesperson

Objectives The participants are familiar with: > The product highlights of the new Atego and can present them with customer-oriented sales arguments > The relationship between customer profiles and marketing priorities > Marketing priorities and technology in detail > Information on the competitor situation > New downstream activities > Sales features to generate enthusiasm for the new Atego in 5 minutes Contents > Product highlights of the new Atego Euro VI standard > Characteristics of distribution haulage < 18 t > Relationship between customer profiles and marketing priorities > Marketing priorities and technology in detail > Competitor overview > Downstream activities for the new Atego > Enthusiastic customers in 5 minutes Training Depth Go Method Theorie 70%, Practice30%

Duration 1 day (per 8 hours)

Stand 08/2016 108

Chapter Sales Training

Department Product Qualification Title S0256F • Trucks • Customer Satisfaction (CSI) • Go Course Number S0256F-AA

Target group Salesperson

Objectives The participants > Are familiar with the starting situation and understand the need to increase measurable customer satisfaction > Are familiar with measures and aids to improve their own customers' satisfaction Contents > Starting situation > Measures for increasing customer satisfaction Training Depth Go Method Theorie 100%

Duration 0,5 days (per 8 hours)

Stand 08/2016 109

Chapter Sales Training

Department Product Qualification Title S0267F • Trucks • Product Expertise • Trucks You Can Trust • Partnership at Its Best: Professional Vehicle Handover and Test Drive • Go Course Number S0267F-AA

Target group Salesperson

Objectives The participant: > Can see the connection between "Trucks You Can Trust" and "Partnership at Its Best" > Knows what is meant by "Partnership at Its Best" > Knows why "Partnership at Its Best" is important to sales success > Understands why this training course specifically examines the two customer contact situations of vehicle handover and test drive > Is aware of the risks and opportunities associated with the vehicle handover process > Is familiar with the six vehicle handover phases > Derives ideas from the various customer expectations as to how to organize the handover to make it a special event > Is aware of the risks and opportunities associated with the test drive > Is familiar with the four test drive phases > Knows which factors go into making a test drive successful and convincing Contents > Connection between "Trucks You Can Trust" and "Partnership at Its Best" > Customer contact and specific contribution to a partnership on equal terms > Customer contact at vehicle handover: aims and customer expectations > Vehicle handover in six steps > Organizing the vehicle handover as a special event > Customer contact for the test drive (presales): aims and customer expectations > Organizing the test drive, incl. follow-up Training Depth Go Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 110

Chapter Sales Training

Department Product Qualification Title S0297E • FUSO • Product Expertise • Canter TF1 Upgrade • e-Training • Go Course Number S0297E-AA

Target group Salesperson

Objectives The participant: > Is familiar with the basic product advantages and product innovations 2016 offered by the Canter > Is able to communicate the product advantages in a customer-oriented manner > Is convinced of the advantages of the new Canter Contents > Canter Classics > DUONIC® transmission > Payload advantages > TF1 Product Innovations 2016 > Canter 4x4 > Canter Hybrid > Canter in the 8.5 t variant Training Depth Go Method Theorie 100%

Duration 0,8 hours

Stand 08/2016 111

Chapter Sales Training

Department Product Qualification Title P0107E • Passenger Cars • Service Operating Processes • Mercedes me connect • e- Training • Go Course Number P0107E-AA

Target group Customer Contact Personnel After-Sales

Objectives The participants are familiar with: > Mercedes me connect services (Release 1.0) > Preconditions for Mercedes me connect > Information flow in Mercedes me connect service management > Process service queries in XENTRY Portal service management Contents > Mercedes me connect services (Release 1.0) > Preconditions for Mercedes me connect > Information flow in Mercedes me connect service management > Process service queries in XENTRY Portal service management Training Depth Go Method Theorie 100%

Duration 0 hours

Stand 08/2016 112

Chapter Sales Training

Department Product Qualification Title S0398E • Passenger Cars • Facelift • GLS Model Series X166 • AKUBIS® direct sales • Go Course Number S0398E-AA

Target group Salesperson

Objectives The participant: > knows all key facts about the new GLS model series S166 Contents > Innovations and product highlights > Competitive environment > Sales arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 113

Chapter Sales Training

Department Product Qualification Title S0400E • Passenger Cars • Market Launch • C-Class Coupe Model Series C205 and S- Class Cabriolet Model Series A217 • AKUBIS® direct sales • Go Course Number S0400E-AA

Target group Salesperson

Objectives The participant: > Knows the key facts about the new C-Class coupe model series C205 > Knows the key facts about the new S-Class cabriolet model series BR A217 Contents > Positioning and target groups - C-Class coupe model series C205 - S-Class cabriolet model series A217 > Competitive environment - C-Class coupe model series C205 - S-Class cabriolet model series A217 > Innovations - C-Class coupe model series C205 - S-Class cabriolet model series A217 > Sales arguments - C-Class coupe model series C205 - S-Class cabriolet model series A217 Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 114

Chapter Sales Training

Department Product Qualification Title S0402E • Passenger Cars • Product and Sales Skills • Mercedes-Benz Intelligent Drive • 2015 • e-Training • Go Course Number S0402E-AA

Target group Salesperson

Objectives The participant: > Is familiar with the new features > Is familiar with the unique selling points > Is able to explain the functions and customer benefits of the innovations according to needs Contents The participants learn all of the key facts about the support systems.

Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 115

Chapter Sales Training

Department Product Qualification Title S0408E • Passenger Cars • Product Expertise • SLC Model Series R172 and SL Model Series 231 • AKUBIS® direct sales • Go Course Number S0408E-AA

Target group Salesperson

Objectives The participant: > knows the key facts about the SLC model series R172 facelift > knows the key facts about the SL model series R231 facelift Contents > Innovations and product highlights - for the SLC model series R172 facelift - for the SL model series R231 facelift > Competitive environment - for the SLC model series R172 facelift - for the SL model series R231 facelift > Sales arguments - for the SLC model series R172 facelift - for the SL model series R231 facelift Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 116

Chapter Sales Training

Department Product Qualification Title V0151E • Passenger Cars • Competence in customer contact • Sale of technical Ac- cessories, code U866 – Mercedes-Benz Accessories• AKUBIS® direct sales • Go Course Number V0151E-AA

Target group Customer Contact Personnel After-Sales, Parts Advisor Warehouse , Service Receptionist , Service Advisor , Parts/Accessories Salesperson , Salesperson Objectives The participant: > Gets to know code 866 and recognizes the necessity of ordering this from the factory > Put forward the advantages for both products, code 866 and the related genuine accessory products, and forwards the positive attitude hereto to his/her own customers or actively sells the products > Can formulate professional arguments for features, advantages and uses > Is familiar with the current and scheduled product portfolio for code 866 Contents > Functionalities, use, advantages and necessity of special equipment, code 866 > Functionalities, use and advantages of code 866 Genuine accessories using iPad bracket as an example > Presentation of customer needs and requirements based on customer interview > Sales arguments and USPs (Unique Selling Propositions) based on practical work example > Practical work presentation and explanation based on C-Class and V-Class vehicles > Summary of presentation of code 866 and related genuine accessories based on explanation video Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 117

Chapter Sales Training

Department Product Qualification Title S0442E • Passenger Cars • Market Launch • Facelift of CLA Coupe & CLA Shooting Brake • e-Training • Go Course Number S0442E-AA

Target group Salesperson

Objectives The participants are familiar with: > Key content for the - CLA Coupe FL - CLA Shooting Brake FL C/X117 FL Contents CLA Coupe FL and CLA Shooting Brake FL C/X117 FL: > Positioning and target groups > Competitive environment > Innovations > Sales arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 118

Chapter Sales Training

Department Product Qualification Title V0154E • Vans • Product and Sales Skills • Market service agreements competently - More sales through loyal and enthusiastic customers • Go Course Number V0154E-AA

Target group Service Advisor, Service Receptionist , Salesperson

Objectives The participant: > Can describe the different service agreements > Is familiar with the individual customer uses > Can deploy structured advantage and use arguments during a consulting and sales interview Contents > Product components for various service agreements > Advantages and uses for customers and company > Conducting sales and consulting interviews successfully Training Depth Go Method Theorie 100%, Practice0%

Duration 0,8 hours

Stand 08/2016 119

Chapter Sales Training

Department Product Qualification Title S0440E • Passenger Cars • Market Launch • E-Class Coupe C238 and GLA FL X156 • AKUBIS® direct sales • Go Course Number S0440E-AA

Target group Salesperson

Objectives The participants are familiar with: > Key content for the - new E-Class Coupe C238 - GLA facelift X156 Contents E-Class Coupe C238 and GLA FL X156: > Positioning and target groups: > Competitive environment > Innovations > Sales arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 120

Chapter Sales Training

Department Product Qualification Title S0443E • Market Launch • E-Class Wagon S213 • AKUBIS® direct sales • Go Course Number S0443E-AA

Target group Salesperson

Objectives The participants are familiar with: > Key content for the E-Class wagon S213 Contents E-Class wagon S213: > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 121

Chapter Sales Training

Department Product Qualification Title S0445F • Passenger Cars • Market Launch • E-Class, S-Class cabriolet, C-Class coupe and cabriolet, facelift SL, SLC and GLS • Run Course Number S0445F-AA

Target group Salesperson

Objectives The participants: > Experience product highlights introduced in the model series covered in the course > Experience the Mercedes-Benz products in dynamic driving stations > Know the USPs in a competitive comparison > Are familiar with additional product-related topics > Find out about new developments relevant for the MPCs Contents Global Training Experience or market-specific training for the market launches and facelifts of the model series > S-Class cabriolet model series A217 > E-Class model series W213 > C-Class coupe model series C205 > SL model series 213 facelift > SLC model series 172 facelift > GLS model series X166 facelift Mandatory prerequisite S0373E • Passenger Cars • Market Launch • E-Class Model Series W213 • e-Training • Go S0398E • Passenger Cars • Facelift • GLS Model Series X166 • AKUBIS® direct sales • Go S0400E • Passenger Cars • Market Launch • C-Class Coupe Model Series C205 and S- Class Cabriolet Model Series A217 • AKUBIS® direct sales • Go S0402E • Passenger Cars • Product and Sales Skills • Mercedes-Benz Intelligent Drive • 2015 • e-Training • Go S0403E • Passenger Cars • Product Expertise • New Features and Modifications for NTG 5.5 • e-Training • Go S0408E • Passenger Cars • Product Expertise • SLC Model Series R172 and SL Model Series 231 • AKUBIS® direct sales • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 100%

Duration 2,0 days (per 8 hours)

Stand 08/2016 122

Chapter Sales Training

Department Product Qualification Title S0441E • Market Launch • GLC Coupe C253 and C-Class Cabriolet A205 • AKUBIS® direct sales • Go Course Number S0441E-AA

Target group Salesperson

Objectives The participants are familiar with: > Key content - GLC coupe C253 - C-Class cabriolet A205 Contents GLC coupe C253 and C-Class cabriolet A205: > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 123

Chapter Sales Training

Department Product Qualification Title S0420E • Passenger Cars • Product Expertise • e-Mobility Specialist • Module 1 • e- Training • Go Course Number S0420E-AA

Target group Salesperson, Sales Assistance

Objectives The participant: > Knows the specific drive technologies for plug-in vehicles > Knows the specific charging infrastructure as well as the vehicle-specific services > Knows the target groups and competitors Contents > Specific drive technologies for plug-in vehicles > Charging infrastructure > Vehicles-specific services > Information sources on e-Mobility Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 124

Chapter Sales Training

Department Product Qualification Title S0439F • Passenger Cars • Product Expertise • e-Mobility Specialist • Module 2 • Run Course Number S0439F-AA

Target group Salesperson, Sales Assistance

Objectives The participant: > Knows the specific drive technologies for plug-in vehicles > Can acquire more in-depth theoretical knowledge of specific vehicles and apply this knowledge in sales pitches > Knows the target group and competition and can cite specific customer benefits Contents > Specific drive technologies for plug-in vehicles > Charging infrastructure > Vehicles-specific services > Target groups > Comparison drive > Glance at the competition > Sales arguments Training Depth Run Method Theorie 100%

Duration 2,0 days (per 8 hours)

Stand 08/2016 125

Chapter Sales Training

Department Product Qualification Title S0437E • Passenger Cars • Product Expertise • Intelligent Drive 2016 • e-Training • Go Course Number S0437E-AA

Target group Salesperson

Objectives The participant: > Is familiar with the new features > Is able to explain the functions and customer benefits of the innovations according to needs Contents > Support systems: new features and content

Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 126

Chapter Sales Training

Department Product Qualification Title S0438E • Passenger Cars • Product Expertise • New Features and Modifications NTG 5.X 2016 • e-Training • Go Course Number S0438E-AA

Target group Salesperson

Objectives The participant: > Is familiar with new features from NTG 5.X telematics > Can provide a needs-based explanation of the functions and customer benefits of the new features Contents > Current topics and innovations > NTG 5.X highlights Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 127

Chapter Sales Training

Department Product Qualification Title S0422F • Passenger Cars • Product Expertise • Telematics Specialist • Talk of Profes- sionals • Module 3 • Fly Course Number S0422F-AA

Target group Salesperson, Sales Assistance

Objectives The participant: > Profits from the experience of others > Can describe current telematics topics in a customer-friendly manner Contents > Exchange of experience > Expert input on selected topics in the field of telematics Mandatory prerequisite S0330E • Passenger Cars • Product and Sales Skills • Product expert Telematics • Module 1 • e-Training • Go S0376F • Passenger Cars • Product Expertise • Telematics Specialist • Module 2 • Run This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Fly Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 128

Chapter Sales Training

Department Product Qualification Title S0424F • Passenger Cars • Sales Assistance • Product Expert • Module 3 • Run Course Number S0424F-AA

Target group Sales Assistance

Objectives The participants: > Profit from the experiences of others > Can describe current topics in a customer-oriented fashion Contents > Exchange of experience > Expert input on selected topics Mandatory prerequisite S0340F • Passenger Cars • Sales Assistance • Product Expert • Module 1 • Go S0341F • Passenger Cars • Sales Assistance • Product Expert • Module 2 • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 129

Chapter Sales Training

Department Product Qualification Title S0446E • smart • Market Launch • smart electric drive • e-Training • Go Course Number S0446E-AA

Target group Salesperson

Objectives The participants are familiar with the contents.

Contents smart electric drive: > Meaning of the smart ed in the product portfolio > Fascination e-Mobility > Customers and their needs > Special market considerations > Charging processes and range > smart ed specific additional services Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 130

Chapter Sales Training

Department Product Qualification Title S0472E • Trucks • Market Launch • Product and Service Innovations 2016/2017 • AKUBIS® direct sales • Go Course Number S0472E-AA

Target group Salesperson, Customer Contact Consultant After-Sales , Service Manager , Manager , Service24h Technician , Service Receptionist , Service Advisor Objectives The participants: > Understand the general approach of product and service innovations 2016/2017 > Understand the aim of the general approach of product and service innovations 2016/2017 > Know the most important product and service innovations 2016/2017 Contents Product and service innovations 2016/2017: > Overall comprehension > Objective > Important individual measures Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 131

Chapter Sales Training

Department Product Qualification Title V0148F • Vans • Mercedes-Benz Genuine Accessories • Collection • Run Course Number V0148F-AA

Target group Parts/Accessories Salesperson, Parts Advisor Warehouse , Service Receptionist , Service Advisor , Salesperson Objectives The participant: > Is familiar with the Mercedes-Benz genuine accessories product range > Is familiar with contact persons and information procurement options > Can explain the advantages and benefits of Mercedes-Benz genuine accessories to customers and argue them accordingly in customer discussions > Knows criteria for a customer-oriented product presentation of Mercedes-Benz genuine accessories in the customer contact area Contents > Accessories, Collection and telematics for the van category > Information procurement, ordering and warranty via MBA Portal, ODUS, PAT and PIT Van > Advantages and added benefits in comparison with competing products > Advantage/benefit argumentation in customer discussions > Customer-oriented presentation in the customer contact area Mandatory prerequisite V0004E • Passenger Cars, Vans, Trucks • Fundamentals of customer benefit/price argumentation when selling service activities, parts and accessories • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 100%

Duration 2,0 days (per 8 hours)

Stand 08/2016 132

Chapter Sales Training

Department Product Qualification Title S0425F • Vans • Product Expertise • All-Wheel Drives • Run Course Number S0425F-AA

Target group Salesperson

Objectives The participant: > Can present customer-friendly sales arguments for Mercedes-Benz all-wheel systems > Can argue the advantages over the competition Contents > Functional principles of various all-wheel drives in vans > Sales arguments based on competitor systems Training Depth Run Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 133

Chapter Sales Training

Department Product Qualification Title S0426F • Product Expertise • Mercedes me Vans • Run Course Number S0426F-AA

Target group Salesperson

Objectives Participant is familiar with: > The competitive field and developments in the area of connectivity > The regulations and measures as well as opportunities and reservations on the topic of mobile data/data protection > The basic system setup for Mercedes me Vans > The product scopes of Mercedes me connect basic and Remote Online services > The functions and services of the Mercedes me adapter > The processes for linking Mercedes me connect and Mercedes me adapter > The sales processes with regard to Mercedes me connect and Mercedes me adapter Contents > Networking or connectivity as a contemporary idea > Opportunities for the new networked vehicle landscape > Boundary conditions and system overview > Mercedes me connect product scopes and services > Mercedes me adapter functions and services > Processes of Mercedes me Training Depth Run Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 134

Chapter Sales Training

Department Product Qualification Title S0417F • FUSO • Product Expertise • Canter 2015 • Go Course Number S0417F-AA

Target group Salesperson

Objectives The participant: > Knows the strengths of the Canter > Know the competitors' weak points > Can argue the advantages of the Canter > Experiences the strengths of the Canter in a dynamic comparison Contents > Product properties of the Canter > Feature advantage/benefit argumentation > Dynamic comparison drive with the Canter > Static comparison with relevant competitors > Weak analysis of competitors Training Depth Go Method Theorie 50%, Practice50%

Duration 1 day (per 8 hours)

Stand 08/2016 135

Chapter Sales Training

Department Product Qualification Title S0471E • Vans • Product Expertise • Mercedes me Vans • e-Training • Go Course Number S0471E-AA

Target group Salesperson

Objectives The participant has an overview of Mercedes me Vans > Is familiar with the services and adapters > Is familiar with its processes and information flows > Is familiar with the customer advantages Contents > Mercedes me Vans Services > Mercedes me Vans Adapters > Processes and information flows for Sales and After-Sales > Summary of advantages Training Depth Go Method Theorie 100%

Duration 0,8 hours

Stand 08/2016 136

Chapter Sales Training

Department Product Qualification Title S0473F • Trucks • Product Expertise • Product and Service Innovations 2016/2017 • Run Course Number S0473F-AA

Target group Salesperson

Objectives The participants: > Have repeated the contents for the product innovations 2016 > Know the individual measures for product and service innovations 2016/2017 > Are able to implement the teamwork success model Contents > Review of product innovations 2016 > Individual measures for product and service innovations 2016/2017 > Teamwork success model Mandatory prerequisite S0472E • Trucks • Market Launch • Product and Service Innovations 2016/2017 • AKUBIS® direct sales • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 137

Chapter Sales Training

Department Product Qualification Title S0476F • smart • Market Launch • smart BRABUS fortwo and smart BRABUS forfour • Run Course Number S0476F-AA

Target group Salesperson

Objectives The participants: > Experience product highlights introduced in the model series covered in the course > Experience the smart products in dynamic driving stations > Know the USPs in a competitive comparison > Are familiar with additional product-related topics (see above) > Find out about new developments relevant for the MPCs Contents Global Training Experience or market-specific training for the market launches of the model series > smart fortwo BRABUS > smart forfour BRABUS and additional content > BRABUS sport package > tailor made next stage > "ready to" services Training Depth Run Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 138

Chapter Sales Training

Department Product Qualification Title S0481F • Trucks • Product Expertise • Mercedes-Benz Special Trucks Product and Service Portfolio General Overview • Go Course Number S0481F-AA

Target group Salesperson

Objectives The participants: > Know the Mercedes-Benz Special Trucks vision > Learn about the model history of the Unimog > Gain an overview of the core segments of Mercedes-Benz Special Trucks > Know which models Mercedes-Benz Special Trucks offers > Know the main application scenarios for products from Mercedes-Benz Special Trucks > Can deepen their product knowledge of special solutions for particular applications Contents > Vision of Mercedes-Benz Special Trucks > Model history of Unimog > Overview of the core segments of Mercedes-Benz Special Trucks > Models in the Mercedes-Benz Special Trucks range > Main application scenarios for products from Mercedes-Benz Special Trucks > Product knowledge on special solutions for particular applications Training Depth Go Method Theorie 100%

Duration 2,5 hours (per 60 minutes)

Stand 08/2016 139

Chapter Sales Training

Department Product Qualification Title S0483E • Vans • Product Expertise • Expert Knowledge V-Class: Product, Customers, Competition • e-Training • Go Course Number S0483E-AA

Target group Salesperson

Objectives Salespersons: > Expand their knowledge of customer groups and how to use and win them over > Familiarize themselves with target groups > Are familiar with the new product contents > Can communicate the advantages > Are aware of the advantages/disadvantage in the current competitive environment Contents > New customer groups > New product contents > Benefit arguments > V-Class in competition Training Depth Go Method Theorie 100%

Duration 0,8 hours

Stand 08/2016 140

Chapter Sales Training

Department Product Qualification Title S0484E • Vans • Product Expertise • Expert knowledge on Vito: Product, customer, competition • e-Training • Go Course Number S0484E-AA

Target group Salesperson

Objectives The participant: > Is familiar with the highlights > Has enhanced his/her knowledge about specific customer benefit aspects > Can depict the sales features of the Vito in comparison to the competitors Contents > Vito Highlights > Specific customer benefits > Sales features in comparison to the competitors Training Depth Go Method Theorie 100%

Duration 0,8 hours

Stand 08/2016 141

Chapter Sales Training

Department Product Qualification Title S0485E • Vans • Product Expertise • Expert Knowledge: Marco Polo • AKUBIS® direct sales • Go Course Number S0485E-AA

Target group Salesperson

Objectives The participants: > Know the Marco Polo and its variants > Know the advantages for their customers > Know the sales arguments Contents > Product description > Product innovations > Advantages for the customer > Arguments for the salesperson Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 142

Chapter Sales Training

Department Product Qualification Title S0489E • Passenger Cars • Market Launch • Mercedes Maybach S600 Pullman • AKUBIS® direct sales • Go Course Number S0489E-AA

Target group Salesperson

Objectives The participants are familiar with the most important contents of the Mercedes Maybach S600 Pullman. Contents Mercedes Maybach S600 Pullman: > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 143

Chapter Sales Training

Department Product Qualification Title S0490E • Passenger Cars • Market Launch • CLS C257 • e-Training • Go Course Number S0490E-AA

Target group Salesperson

Objectives The participant is familiar with the > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Contents CLS C257 > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 144

Chapter Sales Training

Department Product Qualification Title S0491E • Market Launch • S-Class Facelift W/V/X 222 • e-Training • Go Course Number S0491E-AA

Target group Salesperson

Objectives The participant is familiar with the > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Contents > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 145

Chapter Sales Training

Department Product Qualification Title S0492E • Market Launch • E-Class All Terrain • e-Training • Go Course Number S0492E-AA

Target group Salesperson

Objectives The participant is familiar with the > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Contents > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 146

Chapter Sales Training

Department Product Qualification Title S0493E • Market Launch • S-Class Coupe & Cabriolet FL C/A217 • AKUBIS® direct sales • Go Course Number S0493E-AA

Target group Salesperson

Objectives The participant is familiar with the > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Contents > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 147

Chapter Sales Training

Department Product Qualification Title S0494E • Market Launch • E-Class Cabriolet A238 • AKUBIS® direct sales • Go Course Number S0494E-AA

Target group Salesperson

Objectives The participant is familiar with the > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Contents > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 148

Chapter Sales Training

Department Product Qualification Title S0495F • smart • Market Launch • smart electric drive C/W/A453 • Run Course Number S0495F-AA

Target group Salesperson

Objectives The participant > Can describe what people find so fascinating about the topic of e-Mobility and name the given special market features. > Can classify customers and their needs and provide comprehensive advice to them. > Can list the special features in model series 453ed and differentiate the new smart ed from the predecessor 451 ed, combustion-engine model series 453 and the competition. > Can explain the new battery certificate and state the differences to the previous "sale&care" concept. > Can conduct and explain various charging processes. > Can name the things that influence the range of the battery and incorporate them into the customer consultancy procedure. The participant can conduct the wallbox charging station process. > Has experienced the driving-related properties of the smart ed and its competitors, can describe them and use them as sales features. > Is familiar with frequent objections and critical topics, and can argue factually and pro- actively on behalf of the smart ed. > Is familiar with the vehicle functions that require special descriptions and can communicate them to the customer. > Is familiar with the smart ed-specific additional services (Vehicle homepage, Apps, etc.) as well as additional smart-specific topics such as smart ready to services and can incorporate them into the sales feature argumentation. Contents smart electric drive: > Significance of smart ed in product portfolio > Special features of model series 453ed: USP and differences compared to predecessor or combustion-engine model > Fascination of e-Mobility > Arguments to counter objections and critical topics > Customers and their needs > Special market considerations > Charging processes and range > Driving-related properties of smart ed in competitive comparison > smart ed-specific additional services > Partners: MBA, MBFS, JBL and, where applicable, Bosch Mandatory prerequisite S0446E • smart • Market Launch • smart electric drive • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code. Training Depth Run Method Theorie 100%

Duration 1 day (per 8 hours)

Stand 08/2016 149

Chapter Sales Training

Department Product Qualification Title S0496E • AMG • Market Launch • AMG GT R & GT Roadster • e-Training • Go Course Number S0496E-AA

Target group Salesperson

Objectives The participant is familiar with the > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Contents > Positioning and target groups > Competitive environment > Innovations > Benefit arguments Training Depth Go Method Theorie 100%

Duration 0,5 hours

Stand 08/2016 150

Chapter Sales Training

Department Sales Training - Further Education Title S0448F • Passenger Cars • Customer Acquisition • Sales Funnel – From Prospects to Enthusiastic Customers • Run Course Number S0448F-AA

Target group Salesperson

Objectives The participant: > Is familiar with the Sales Funnel phases from the potential customer to sales follow-up > Learns the relevant KPIs for the Sales Funnel as well as his personal influence options for them > Can use the Sales Funnel knowledge during everyday sales procedures to acquire customers and for customer loyalty > Is familiar with the importance attached to Customer Relationship Management > Is familiar with the significance of self management in being successful at work Contents > Structure of Sales Funnel > Key figures and processes within Sales Funnel > Workshops and transfer exercises for professional work with the Sales Funnel > Market/customer analysis & systematic market penetration > Benefit for salesperson working with the Sales Funnel > Customer Relationship Management / Sales follow-up > Plan of action: "Sales Funnel to go" The history of Daimler AG and the Mercedes-Benz brand Training Depth Run Method Theorie 70%, Practice30%

Duration 2,0 days (per 8 hours)

Stand 08/2016 151

Chapter Sales Training

Department Sales Training - Further Education Title S0456E • Passenger Cars • Best Customer Experience • Our customers want the best possible experience • AKUBIS direct sales • Go Course Number S0456E-AA

Target group Salesperson, Diagnosis Technician , Dispatcher , Customer Contact Consultant After- Sales , Customer Contact Personnel After-Sales , Service24h Technician , Service Receptionist , Service Advisor , Parts/Accessories Salesperson , Sales Assistance Objectives The participants: > Have reached an understanding of how important it is to actively create change > Are provided with initial information on the motives, aims and content of the BCE activities > Are motivated to take over the BCE elements relevant for them gradually in their everyday operation > Are familiar with the seven pillars of the BCE initiative > Can describe the challenges that the Mercedes-Benz retail operations will face in the following years Contents > Best Customer Experience target picture > Seven pillars of the BCE initiative > Challenges for retail > New retail areas Training Depth Go Method Theorie 100%

Duration 0 hours

Stand 08/2016 152