2020 Training Performance Criteria

2020 FORD ACADEMY TRAINING & PERFORMANCE CRITERIA PUBLISHED: 19 December 2019

CONTACT INFORMATION DESIGNATION NAME OFFICE MOBILE E-MAIL ADDRESS NUMBER NUMBER [email protected] Academy Call Centre TBA 012-842 2502 Private Academy Director Sharon Shaw 012-8422547 083 459 4938 [email protected] Business Management Assistant Linda-Sue Fourie 012-842 2758 Private [email protected] Business Management Manager Andrew Nel 012-842 3138 082 417 1528 [email protected] LMS Manager Nivash Mahabeer 012-842 3355 084 084 8652 [email protected] Training Coordinator Koketso Mafa 012-842 2792 Private [email protected] Training Coordinator Marie Steynberg 012-842 2066 Private [email protected] Training Coordinator Veneece Myers 012-842 3287 Private [email protected] Learning & Development Manager Nadine McChlery 012-842 2564 082 320 5853 [email protected]

CHANGES MADE IN THE HANDBOOK PAGE # DATE OF CHANGE CHANGES MADE

ACADEMY AMBASSADOR 2020 ACADEMY TRAINING REQUIREMENTS COURSE NAME Type of Hrs. (±) / Induction Silver & Gold & Hon- Platinum & 2020 Ambassador Online Exam Training Days Honorary orary Gold Honorary Platinum Silver Online 45 mins Y Y Y Y Honorary members (those who turn 60 years old on or before 1st January 2019) are required to complete all online/e-learning courses/exams to main- tain their status. Should the member want to promote to the next status level, he/she needs to attend the classroom training listed per level e.g. for Silver to Gold promotion, a member must attend classroom training listed for non-honorary Silver status level. Honorary members are required to complete the compulsory classroom courses as identified in the above table as per their PDP. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder promotion to the next level. Compulsory courses identified during the year may be added. Consideration will be taken regarding the cut-off period in order not to hinder anyone's pro- motion or maintenance. New Ambassadors or those requiring refresher training can contact the Academy Call Centre for arrangements to be made for one on one training, 012 842 2502 / [email protected]. This training will be held at the Ford Academy office at FMCSA in Silverton. Travel expenses will be for the dealers account

ACADEMY AMBASSADOR 2020 ACADEMY PERFORMANCE REQUIREMENTS MEASUREMENT : Induction Silver & Hon- Gold & Hon- Platinum & ALL DEALER SALES CATEGORIES: A, B, C, D, orary Silver orary Gold Honorary E, F Platinum Create Personal Development Plans (PDP's) for all Target Groups by the deadline date After 28th Feb- On or Before On or Before On or before 31 ruary 2020 21th February 14th February January 2020 2020 2020 Verify and ensure managers approve all the Dealership staff members PDP'S by the deadline date

DEALER PRINCIPAL 2020 ACADEMY TRAINING REQUIREMENTS Type of Hrs. (±) / Silver & Gold & Platinum & Training Days COURSE NAME Induction Honorary Honorary Honorary DP: Roadmap to Excellence Silver Gold Platinum CVP 4.0 Induction Training Practical Coaching Skills for Manager ** Classroom 4 days Y Effective Selection Skills ** Applied Management Competencies ** Classroom 2 days Y Practical Performance Management ** Order To Delivery (OTD) Overview Classroom 1 day Y Y Y Y Y Classroom 1 day YY Y Y Classroom 1 day Y Y Classroom 1 day Online TBA Y Y Y All potential Dealer Principals are required to complete a mandatory Prevue Online Assessment PRIOR to employment, as part of the recruit- ment process. ** Recognition of Prior Learning Online Assessments are available on the Academy Website. Learners have only one (1) opportunity per course to com- plete the RPL. If a learner is found Competent, then he/she is required to contact the Academy Call Centre who will verify the results and update the indi- viduals Learner History. If he/she is found Not Yet Competent, then the learner will be required to attend the classroom training. Honorary members (those who turn 60 years old on or before 1st January 2019) are required to complete all online/e-learning courses/exams to main- tain their status. Should the member want to promote to the next status level, he/she needs to attend the classroom training listed per level e.g. for Silver to Gold promotion, a member must attend classroom training listed for non-honorary Silver status level. Honorary members are required to complete the compulsory classroom courses as identified in the above table as per their PDP. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder promotion to the next level.

DEALER PRINCIPAL 2020 ACADEMY PERFORMANCE REQUIREMENTS Silver & Gold & Platinum & MEASUREMENT : Induction Honorary Honorary Honorary Silver Gold Platinum Submit accurate Dealership financials on a monthly basis by no later Y Y Y Y than the 20th of the month (for a minimum of 10 months of the year). Meet FMCSA CVP Objective as per Dealer Category 85 - 89.9% of 90 to 94.9% 95 - 100% of Exceed CVP CVP Objec- of CVP Ob- CVP Objec- Objective tive jective tive Ensure that the stipulated percentage of the Academy Target Group, 35% - 39.9% 40% - 44.9% 45% - 50% Above 50% per status level, are at Gold and Platinum Level

F&I BUSINESS MANAGERS 2020 ACADEMY TRAINING REQUIREMENTS COURSE NAME Type of Hrs (±) / Induction Silver & Gold & Platinum Training Days Honorary Honorary & Honor- CVP 4.0 Induction Training ary Plati- The New Sales Model & selling VAPS for F& I Managers Classroom Silver Gold Emotional Intelligence for F& I Managers Classroom num Conflict Management for F& I Managers Classroom Negotiation Skills for F& I Managers Classroom 2 days Y Classroom ½ day of 4 Y Y Y Y ½ day of 4 Y Y Y Y ½ day of 4 Y Y Y Y ½ day of 4 Y Y Y Y Honorary members (those who turn 60 years old on or before 1st January 2019) are required to complete all online/e-learning courses/ exams to maintain their status. Should the member want to promote to the next status level, he/she needs to attend the class- room training listed per level e.g. for Silver to Gold promotion, a member must attend classroom training listed for non-honorary Silver status level. Honorary members are required to complete the compulsory classroom courses as identified in the above table as per their PDP. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder promotion to the next level. Compulsory courses identified during the year may be added. Consideration will be taken regarding the cut-off period in order not to hin- der anyone's promotion or maintenance.

F&I BUSINESS MANAGERS 2020 PERFORMANCE REQUIREMENTS EXCLUDES GOVERNMENT, PARASTAL SALES AND CROSS BORDER MEASUREMENT: Rand Induction Silver & Honorary Gold & Honorary Platinum & Honor- value Per New Vehicle Retailed. Sales Category 0- 4375 Silver Gold ary Platinum 0 - 4737 Category A 0 - 5596 4376 - 6563 6563 - 8750 Above 8750 Category B 0 - 4381 4737 - 7106 7106 - 9474 Above 9474 Category C 0 - 3835 5596 - 8394 8394 - 11192 Above 11192 Category D 4381 - 6572 6572 - 8762 Above 8762 Category E 3835 - 5753 5753 - 7670 Above 7670 MEASUREMENT: Rand Induction Silver & Honorary Gold & Honorary Platinum & Honor- Value Per Used Vehicle Retailed per Sales Cate- 0 - 3050 Silver Gold ary Platinum gory 0 - 4227 0 - 4627 3050 - 4575 4575 - 6100 Above 6100 Category A 0 - 2826 4227 - 6340 6340 - 8453 Above 8453 Category B 0 - 2546 4627 - 6940 6940 - 9253 Above 9253 Category C 2826 - 4239 4239 - 5652 Above 5652 Category D 2546 - 3819 3819 - 5092 Above 5092 Category E PLUS: A MINIMUM OF 60% FORD CREDIT MARKET SHARE REQUIRED EXCLUDING GOVERNMENT, PARASTATAL AND CROSS BORDER) PLUS: FORD PROTECT TARGETS

PARTS SALES CONSULTANT (Workshop & Counter) 2020 ACADEMY TRAINING REQUIREMENTS COURSE NAME Type of Hrs (±) / Induction Silver & Gold & Platinum Training Days Honorary Honorary & Honor- PANDA Overview ary Plati- Policies Training Online Silver Gold Practical Parts Selling Skills - Foundation Phase ** Online num Practical Parts Selling Skills - Level 1 ** Classroom Practical Parts Selling Skills - Level 2 ** Classroom YYYY Practical Parts Selling Skills - Level 3 ** Classroom YYYY Classroom 2 days Y Y Y Y 2 days YYY 2 days YY 2 days Y Although it is not a compulsory criteria for this designation, parts consultants are encouraged to attend the CVP Training. ** Recognition of Prior Learning Online Assessments are available on the Academy Website. Learners have only one (1) opportunity per course to complete the RPL. If a learner is found Competent, then he/she is required to contact the Academy Call Centre who will verify the results and update the individuals Learner History. If he/she is found Not Yet Competent, then the learner will be required to attend the classroom training. Honorary members (those who turn 60 years old on or before 1st January 2019) are required to complete all online/e-learning courses/exams to maintain their status. Should the member want to promote to the next status level, he/she needs to attend the classroom training listed per level e.g. for Silver to Gold promotion, a member must attend classroom training listed for non-honorary Silver status level. Honorary members are required to complete the com- pulsory classroom courses as identified in the above table as per their PDP. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder promotion to the next level.

PARTS SALES CONSULTANT 2020 ACADEMY PERFROMANCE REQUIREMENTS Annual Sales Targets as determined by FMCSA Customer Services Organisation Regional Aftersales Manager Performance Induction (30% below Silver & Honorary Gold & Honorary Gold Platinum & Honorary Criteria per Parts Category Average) Silver (15% Below to (15% - 30% Above Platinum (30% Above Category 15% Above Category Category Average) Category Average) Average) Category A Dealer R0 - R 5.572.999 R5,583,000 - R7,552,999 R7,553,000 - R8,537,999 R8,538,000 and above Category B Dealer R0 - R4,186,999 R4,187,000 - R5,664,999 R5,665,000 - R6,403,999 R6,404,827 and above Category C Dealer R0 - R3,743,999 R3,744,000 - R5,065,999 R5,066,000 - R5,726,000 R5,727,000 and above Category D Dealer R0 - R3,363,999 R3,364,000 - R4,551,999 R4,552,000 -R5,144,999 R5,145,000 and above Category E Dealer R0 - R3,018,999 R3,019,000 - R4,084,999 R4,085,000 - R4,617,999 R4,618,000 and above PARTS SALES CONSULTANT (WORKSHOP) 2020 ACADEMY PERFROMANCE REQUIREMENTS Annual Sales Targets as determined by FMCSA Customer Services Organisation Regional Aftersales Manager Performance Induction (30% below Silver & Honorary Gold & Honorary Gold Platinum & Honorary Criteria per Parts Category Average) Silver (15% Below to Category 15% Above Category (15% - 30% Above Platinum (30% Above Category Average) Category Average) Average) Category A Dealer R0—8,336,999 R8,337,000 - R11,279,999 R11,280,000 - R12,750,999 R12,751,000 and above Category B Dealer R0 - R7,325,999 R7,326,000 - R9,910,999 R9,911,000 - R11,203,999 R11,204,000 and above Category C Dealer R0 - R5,014,999 R5,015,000 - R6,784,999 R6,785,000 - R7,669,000 R7,670,000 and above Category D Dealer R0 - R4,273,999 R4,274,000 - R5,781,999 R5,782,000 - R6,536,999 R6,537,000 and above Category E Dealer R0 - R2,610,999 R2,611,000 - R3,531,999 R3,532,000 - R3,992,999 R3,993,000 and above

PARTS MANAGER 2020 ACADEMY TRAINING REQUIREMENTS Type of Hrs (±) / Silver & Gold & Platinum & Training Days COURSE NAME Induction Honorary Honorary Honorary Online TBA PANDA Systems Training Online TBA Silver Gold Platinum POLICIES Training Classroom 1 day Practical Coaching Skills for Manager ** Classroom 1 day YYY Y Effective Selection Skills ** Classroom 1 day YYY Y Applied Management Competencies ** Classroom 1 day YYY Y Practical Performance Management ** Online Y Parts Management e-Learning Module 1 Online 2 day YY Y Parts Management e-Learning Module 2 Online Y Y Parts Management e-Learning Module 3 Classroom Y Parts Management Classroom Training YYY Y YY Y Y Y All potential Parts Manager are required to complete a mandatory Prevue Online Assessment PRIOR to employment, as part of the recruitment process. Although it is not a compulsory criteria for this designation, parts managers are encouraged to attend the CVP Training. ** Recognition of Prior Learning (RPL) Online Assessments are available on the Academy Website. Learners have only one (1) opportunity per course to complete the RPL. If a learner is found Competent, then he/she is required to contact the Academy Call Centre who will verify the results and update the individuals Learner History. If he/she is found Not Yet Competent, then the learner will be required to attend the classroom training. Honorary members (those who turn 60 years old on or before 1st January 2019) are required to complete all online/e-learning courses/exams to main- tain their status. Should the member want to promote to the next status level, he/she needs to attend the classroom training listed per level e.g. for Silver to Gold promotion, a member must attend classroom training listed for non-honorary Silver status level. Honorary members are required to com- plete the compulsory classroom courses as identified in the above table as per their PDP. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder pro- motion to the next level.

PARTS MANAGER 2020 PERFORMANCE REQUIREMENTS Achieve 2 out 5 Achieve 3 out 5 Achieve 4 out 5 Achieve 5 out 5 Objectives Objectives Objectives Objectives Platinum & ROSI Percentage Measurement by Induction & Silver & Gold & Honorary Parts Categories Honorary Platinum Induction Honorary Silver Honorary Gold Category A Above 320% Category B 230% - 259.9% 260% - 289.9% 290% - 319.9% Category C 250% - 279.9% 280% - 309.9% 310% - 339.9% Above 340% Category D 240% - 269.9% 270% - 299.9% 300% - 329.9% Category E Above 330% 170% - 189.9% 190% - 219.9% 220% - 239.9% Above 240% 160% - 179.9% 180% - 199.9% 200% - 219.9% Above 220% MEASUREMENT – Parts Categories Induction Silver & Gold & Platinum & A, B, C, D & E Honorary Honorary Silver Honorary Gold Platinum Achieve FCSD Parts Sales Objectives Per- 80% - 92% 92.5% -98% 98.5% - 105% 105,50% centage 80% - 85%% 85.5% - 89% 89.5% - 93.0% 93,50% FCSD Loyalty Percentage Selling Gross Profit Percentage > 25% > 25% > 25% > 25% Accessory Loyalty PNUR National Acc PNUR National Acc PNUR National Acc PNUR National Acc PNUR

SALES EXECUTIVES – NEW, USED, FLEET and NEW & USED 2020 ACADEMY TRAINING REQUIREMENTS PER STATUS LEVEL COURSE NAME Type of Hrs (±) / Induction Silver & Gold & Platinum & Training Days Honorary Honorary Honorary Y Platinum 2 days Silver Gold 3 days CVP 4.0 Induction Training (Excl Used) Classroom 1 day Sales Accelerator Programme Classroom Y Basic Vehicle Finance Classroom YYY Y Annual classroom based product knowledge exam - Classroom 2 hours Y Y Y Passenger Vehicles Annual classroom based product knowledge exam - Classroom 2 hours Y Y Y SUV & Commercial Vehicles Classroom Online 2 days Y Practical Selling Skills - Level 1 ** TBA Y Y Y Y Fleet Solutions Module 1 (Excl Used) Y Y Fleet Solutions Modules 2 & 3 for Fleet Executives only Online TBA Y Y Y Order To Delivery Overview (VISTA) Online TBA Y Y Y ** Recognition of Prior Learning (RPL) Online Assessments are available on the Academy Website. Learners have only one (1) opportunity per course to complete the RPL. If a learner is found Competent, then he/she is required to contact the Academy Call Centre who will verify the results and update the individuals Learner History. If he/she is found Not Yet Competent, then the learner will be required to attend the classroom training. Honorary members (those who turn 60 years old on or before 1st January 2019) are required to complete all online/e-learning courses/exams to maintain their status. Should the member want to promote to the next status level, he/she needs to attend the classroom training listed per level e.g. for Silver to Gold promotion, a member must attend classroom training listed for non-honorary Silver status level. Honorary members are required to complete the compulsory classroom courses as iden- tified in the above table as per their PDP. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder promotion to the next level.

SALES EXECUTIVES – NEW, USED, FLEET and NEW & USED 2020 ACADEMY PERFORMANCE REQUIREMENTS These sales performance requirements EXCLUDE any FMCSA negotiated Government or Parastatal deals. SALES EXECUTIVES: NEW SALES EXECUTIVES: USED 12 Months (November 2019 - October 2020) 12 Months (November 2019 - October 2020) Dealer Cat- Induction Silver & Gold & Platinum Dealer Induction Silver & Gold & Platinum egory Honorary Honorary & Honor- Category Honorary Honorary & Honor- ary Plati- ary Plati- Silver Gold Silver Gold num num A 0-48 49-84 85-108 above 108 A 0-36 37-72 72-120 above 120 B 0-48 49-60 61-100 above 100 B 0-36 37-60 61-100 above 100 C 0-36 37-60 61-84 above 84 C 0-33 34-54 55-84 above 84 D 0-36 37-48 49-66 above 66 D 0-30 31-48 49-72 above 72 E 0-30 31 - 46 47 - 60 above 60 E 0-27 28-42 43-60 above 60 SALES EXECUTIVES: NEW & USED and FLEET 12 Months (November 2019 - October 2020) Dealer Cat- Induction Silver & Gold & Platinum egory Honorary Honorary & Honor- ary Plati- Silver Gold num A 0-52 53 -80 81-132 above 132 B 0-48 49-72 73-125 above 125 C 0-40 41 - 66 67 - 92 above 92 D 0-40 41 - 52 53 - 79 above 79 E 0-36 37 - 52 53 - 66 above 66

SALES MANAGERS – NEW, USED, FLEET and NEW & USED 2020 ACADEMY TRAINING REQUIREMENTS PER STATUS LEVEL Hrs (±) / Silver & Gold & Platinum & Days COURSE NAME Type of Training Induction Honorary Honorary Honorary Silver Gold Platinum CVP 4.0 Induction Training (Excl Used) Classroom 2 days Y Fleet Solutions Module 1 Online (Excl Used) Online ± 2hrs YYYY Fleet Solutions Module 2 Online (Excl Used) Online ± 2hrs Fleet Solutions Module 3 Online (Excl Used) Online ± 2hrs YYY Fleet Management Training (Excl Used) Classroom 2 days YY Practical Coaching Skills for Manager ** Classroom 1 day Y Effective Selection Skills ** Classroom 1 day Applied Management Competencies ** Classroom 1 day YYYY Practical Performance Management ** Classroom 1 day YYY Sales Accelerator Programme Classroom 3 days YY Order to Delivery Overview (Excl Used) Online TBA Y VISTA Online Training* 2020 Update (Excl Used) Online 8 hours Y YYYY YYYY All potential Sales Manager are required to complete a mandatory Prevue Online Assessment PRIOR to employment, as part of the recruitment process. ** Recognition of Prior Learning (RPL) Online Assessments are available on the Academy Website. Learners have only one (1) opportunity per course to complete the RPL. If a learner is found Competent, then he/she is required to contact the Academy Call Centre who will verify the results and update the individuals Learner History. If he/she is found Not Yet Competent, then the learner will be required to attend the classroom training. Honorary members (those who turn 60 years old on or before 1st January 2019) are required to complete all online/e-learning courses/exams to maintain their status. Should the member want to promote to the next status level, he/she needs to attend the classroom training listed per level e.g. for Silver to Gold promotion, a member must attend classroom training listed for non-honorary Silver status level. Honorary members are required to complete the compulsory classroom courses as iden- tified in the above table as per their PDP. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder promotion to the next level.

SALES MANAGERS – NEW (ONLY), FLEET and NEW & USED 2020 ACADEMY PERFORMANCE REQUIREMENTS These sales performance requirements EXCLUDE any FMCSA negotiated Government or Parastatal deals. PERFORMANCE CRITERIA Induction Silver & Honor- Gold & Honor- Platinum & ary Silver ary Gold Honorary Plati- Maintain the prescribed level of Sales CVP (Customer View Point). num 85 - 89.9% of CVP 90 to 94.9% of CVP 95 - 100% of CVP Exceed CVP Objec- Objective Objective Objective tive Achievement of new vehicle sales objectives 70 - 80% 80.1 - 90% 90.1 - 100% Above 100% 2020 ACADEMY PERFORMANCE REQUIREMENTS SALES MANAGERS - USED PERFORMANCE CRITERIA: Obtain Induction Silver & Honor- Gold & Honor- Platinum & Used to New Ratio ary Silver ary Gold Honorary Plati- num Category A 0 - 0.1 : 1 0.11 - 0.3 : 1 0.31 - 0.39 : 1 > 0.4 : 1 Category B 0 - 0.3: 1 0.31 - 0.5 : 1 0.51 - 0.6 : 1 > 0.6 : 1 Category C 0 - 0.3: 1 0.31 - 0.5 : 1 0.51 - 0.6 : 1 > 0.6 : 1 Category D 0 - 0.4 : 1 0.41 - 0.6 : 1 0.61 - 0.7 : 1 > 0.7 : 1 Category E 0 - 0.3: 1 0.31 - 0.5 : 1 0.51 - 0.6 : 1 > 0.6 : 1

SERVICE ADVISOR 2020 ACADEMY TRAINING REQUIREMENTS Type of Hrs (±) / Silver & Gold & Platinum & Training Days COURSE NAME Induction Honorary Honorary Honorary TBA TBA Silver Gold Platinum 3 days Costing Course Online 2 days YYY Y Loading the Workshop Online 2 days YYY Y Service Advisor Accelerator Programme Classroom 2 days YYY Y CVP 4.0 Induction Training Classroom Y Practical Service Advisor Skills - Level 2 ** Classroom Y Practical Service Advisor Skills - Level 3 ** Classroom YY Y Y ** Recognition of Prior Learning (RPL) Online Assessments are available on the Academy Website. Learners have only one (1) opportunity per course to complete the RPL. If a learner is found Competent, then he/she is required to contact the Academy Call Centre who will verify the results and update the individuals Learner History. If he/she is found Not Yet Competent, then the learner will be required to attend the classroom training. Honorary members (those who turn 60 years old on or before 1st January 2019) are required to complete all online/e-learning courses/exams to main- tain their status. Should the member want to promote to the next status level, he/she needs to attend the classroom training listed per level e.g. for Silver to Gold promotion, a member must attend classroom training listed for non-honorary Silver status level. Honorary members are required to com- plete the compulsory classroom courses as identified in the above table as per their PDP. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder pro- motion to the next level.

SERVICE ADVISORS 2020 PERFORMANCE REQUIREMENTS Performance Requirements per Service Induction Silver & Hon- Gold & Honor- Platinum & Category orary Silver ary Gold Honorary Platinum CVP not more CVP - Overall Service Satisfaction than 2 points be- CVP = Category CVP = Category CVP = Category low Category Av- Actual Actual +2 Benchmark erage Dealership Total Hours Sold to Objectives (Hours) Below 92% 92.1% -98% 98.1% - 105% 105,1%

SERVICE MANAGER 2020 ACADEMY TRAINING REQUIREMENTS COURSE NAME Type of Hrs (±) / Induction Silver & Gold & Platinum Training Days each Honorary Honorary & Honor- Service Advisor Accelerator Programme (also ary Plati- for Service Managers) Classroom Silver Gold CVP 4.0 Induction Training num Fleet Solutions Module 1 Online Classroom Fleet Solutions Module 2 Online Online 3 days Y Fleet Solutions Module 3 Online Online Fleet Management Training Online 2 days Y Practical Coaching Skills ** Classroom Effective Selection Skills ** Classroom ± 2hrs Y Y Y Y Applied Management Competencies ** Classroom Practical Performance Management ** Classroom ± 2hrs YYY Classroom ± 2hrs YY 2 days Y 1 day Y Y Y Y 1 day YYY 1 day YY 1 day Y All potential Service Manager are required to complete a mandatory Prevue Online Assessment PRIOR to employment, as part of the recruit- ment process. ** Recognition of Prior Learning (rpl) Online Assessments are available on the Academy Website. Learners have only one (1) opportunity per course to complete the RPL. If a learner is found Competent, then he/she is required to contact the Academy Call Centre who will verify the results and update the individuals Learner History. If he/she is found Not Yet Competent, then the learner will be required to attend the classroom training. Honorary members (those who turn 60 years old on or before 1st January 2019) are required to complete all online/e-learning courses/exams to main- tain their status. Should the member want to promote to the next status level, he/she needs to attend the classroom training listed per level e.g. for Silver to Gold promotion, a member must attend classroom training listed for non-honorary Silver status level. Honorary members are required to complete the compulsory classroom courses as identified in the above table as per their PDP. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder promotion to the next level.

SERVICE MANAGER 2020 ACADEMY PERFORMANCE CRITERIA Achieve 2 out 5 Achieve 3 out 5 Achieve 4 out 5 Achieve 5 out 5 Objectives Objectives Objectives Objectives MEASUREMENT : Induction Silver & Hon- Gold & Honor- Platinum & PER SERVICE CATEGORIES: A, B, C, D & orary Silver ary Gold Honorary Plat- E inum CVP - Overall Service Satisfaction CVP not more CVP = Cat Actual CVP = Cat Actual CVP = Cat than 2 points be- + 2 points Benchmark low Cat Ave Parts to Workshop Sales Objective (Rand) Below 95% 95.1% - 102% 102.1% - 108% 108,1% Total Labour Hours Sales to Objective (Hours) Below 92% 92.1% -98% 98.1% - 105% 105,1% Sublet Sales as a Percentage of Total Sales < 20% < 15% < 10% < 5% Labour Gross Profit Percentage Below 70% 70.1% - 75% 75.1% - 82% 82,1%

STOCK CONTROLLER 2020 ACADEMY TRAINING REQUIREMENTS Type of Silver & Gold & Training COURSE NAME Hrs (±) / Days Induction Honorary Honorary Platinum & Honorary Platinum 2 days Silver Gold Y Y CVP 4.0 Induc- Classroom Y Y tion Training Online Y 8 hours Y Y Y Y VISTA Online Y Training* 2020 Y Ranger MY18 Online 1 hour YYY Everest MY18 Online 1 hour YYY Figo MY19 Online 1 hour YYY Fiesta MY17 Online 1 hour YYY EcoSport MY19 Online 1 hour YYY Kuga MY17 Online 1 hour YYY ** Recognition of Prior Learning (RPL) Online Assessments are available on the Academy Website. Learners have only one (1) opportunity per course to complete the RPL. If a learner is found Competent, then he/she is required to contact the Academy Call Centre who will verify the results and update the individuals Learner History. If he/she is found Not Yet Competent, then the learner will be required to attend the classroom training. Honorary members (those who turn 60 years old on or before 1st January 2019) are required to complete all online/e-learning courses/exams to main- tain their status. Should the member want to promote to the next status level, he/she needs to attend the classroom training listed per level e.g. for Silver to Gold promotion, a member must attend classroom training listed for non-honorary Silver status level. Honorary members are required to complete the compulsory classroom courses as identified in the above table as per their PDP. Courses identified from the Training Needs Analysis will be listed as optional courses on the learners Personal Development Plans and will not hinder promotion to the next level.

STOCK CONTROLLER 2020 ACADEMY PERFORMANCE CRITERIA MEASUREMENT : Induction Silver & Honor- Gold & Honor- Platinum & PER SERVICE CATEGORIES: A, B, C, ary Silver ary Gold Honorary Plati- D&E num 3-month Going Rate as % Objective Total Stock as % of WSL Level % of stock over 90 days % stock over 5 Days and Contracted COTOSed units as % of total stock