2019 Training Performance Criteria V3

2019 TRAINING & PERFORMANCE CRITERIA VERSION 3 UPDATED: 13 MAY 2019 PUBLISHED: 1 JANUARY 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 Jane Motjiang 012-842 2700 Private [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 DATE OF CHANGE CHANGES MADE PAGE # 14 January 2019 Changed CVP course names to: CVP 4.0 Induction Training & CVP 4.0 1 day Various Training on Sales Execs & Sales Managers, Service Advisors & Service Manag- ers, F& I New & Used and Stock Controllers PDP’s. 15 March 2019 Removed CVP 4.0 1 day Training from Gold & Platinum levels for on Sales Execs Various & Sales Managers, Service Advisors & Service Managers, F& I New & Used and Stock Controllers PDP’s. 13 May 2019 Added Ranger MY19 and Everest MY19 Online Exam to all Sales Executives, all Various Sales Managers, Service Advisors, Service Managers and Stock Controllers

2019 ACADEMY TRAINING REQUIREMENTS ACADEMY AMBASSADOR COURSE NAME Type of Hrs. (±) / Days Induction Silver & Gold & Platinum & 2019 Ambassador Exam Training Honorary Honorary Honorary Platinum Online 45 mins Y Silver Gold 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 cours- es/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 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 promotion 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

2019 ACADEMY PERFORMANCE REQUIREMENTS ACADEMY AMBASSADOR MEASUREMENT : Induction Silver & Gold & Platinum & ALL DEALER SALES CATEGORIES A, B, C, Honorary Honorary Honorary D, & E Platinum Silver Gold Create Personal Development Plans (PDP's) for all After On / Before On / Before On / Before Target Groups by the deadline date 28 February 2019 21 February 2019 14 February 2019 31 January 2019 Verify and ensure managers approve all the Dealer- ship staff members PDP'S by the deadline date

2019 ACADEMY TRAINING REQUIREMENTS DEALER PRINCIPAL COURSE NAME Type of Hrs. Silver & Gold & Platinum & Training (±) / Induction Honorary Honorary Honorary Dealer Principals Roadmap to Excellence Days CVP 4.0 Induction Training Classroom Silver Gold Platinum CVP 4.0 1 day Training 4 days Y Practical Coaching Skills for Manager ** Classroom Y YY Effective Selection Skills ** Classroom 2 days Y Applied Management Competencies ** Classroom Y YY Practical Performance Management ** Classroom 1 day Y Y YY Classroom 1 day Y YY Classroom 1 day 1 day Y 1 day All potential Dealer Principals 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 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 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 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.

2019 ACADEMY PERFORMANCE REQUIREMENTS DEALER PRINCIPAL MEASUREMENT : Induction Silver & Gold & Platinum & Honorary Sil- Honorary Honorary Platinum ver Gold Submit accurate Dealership financials on a monthly basis by no later than Y Y Y Y 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% of 95 - 100% of Exceed CVP CVP Objective CVP Objective CVP Objective Objective Ensure that the stipulated percentage of the Academy Target Group, per 35% - 39.9% 40% - 44.9% 45% - 50% Above 50% status level, are at Gold and Platinum Level

2019 ACADEMY TRAINING REQUIREMENTS F&I BUSINESS MANAGERS COURSE NAME Type of Hrs (±) / Induction Silver & Gold & Platinum Training Days Honorary Honorary & Honor- CVP 4.0 Induction Training ary Plati- CVP 4.0 1 day Training Classroom Silver Gold FAIS Certificate Classroom num Regulatory Exam 1 External Ford Options External 2 days Y Classroom 1 day Y Qualification YYYY 1 day Y Y Y Y Regulatory Exams & FAIS training should be completed through an approved service provider and results submitted to the Academy before the 30th November 2019 deadline to credit learning history. 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. 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 promotion or maintenance.

2019 PERFORMANCE REQUIREMENTS F&I BUSINESS MANAGERS EXCLUDES GOVERNMENT, PARASTAL SALES AND CROSS BORDER MEASUREMENT: Per Induction Silver & Honorary Gold & Honorary Platinum & New Vehicle Retailed. Sales Category 0 - 3549 Silver Gold Honorary Platinum 0 - 3849 Category A 0 - 4549 3550 - 5349 5350 - 7130 Above 7130 Category B 0 - 3569 3850 - 5789 5790 - 7720 Above 7720 Category C 0 - 3099 4550 - 6799 6800 - 9120 Above 9120 Category D 3570 - 5349 5350 - 7140 Above 7140 Category E 3100 - 4699 4700 - 6250 Above 6250 MEASUREMENT: Per Induction Silver & Honorary Gold & Honorary Platinum & Honor- Used Vehicle Retailed.. Sales Category Silver Gold ary Platinum Category A 0 - 2449 2450 - 3649 3650 - 4900 Above 4900 Category B 0 - 3389 3390 - 5049 5090 - 6790 Above 6790 Category C 0 - 3389 3390 - 5049 5090 - 6790 Above 6790 Category D 0 - 2268 2269 - 3399 3400 - 4090 Above 4540 Category E 0 - 2039 2040 - 3069 3070 - 4090 Above 4090 PLUS: A MINIMUM OF 58% FORD CREDIT MARKET SHARE REQUIRED EXCLUDING GOVERNMENT, PARASTATAL AND CROSS BORDER

2019 ACADEMY TRAINING REQUIREMENTS PARTS SALES CONSULTANT (Workshop & Counter) COURSE NAME Type of Hrs (±) / Induction Silver & Gold & Platinum Training Days Honorary Honorary & Honor- ary Plati- Silver Gold num Practical Parts Selling Skills - Foundation Phase ** Classroom 2 days Y Y Y Y Practical Parts Selling Skills - Level 1 ** Classroom 2 days YYY Practical Parts Selling Skills - Level 2 ** Classroom 2 days YY Practical Parts Selling Skills - Level 3 ** Classroom 2 days Y Although it is not a compulsory criteria for this designation, parts consultants are encouraged to attend the CVP 4.0 Induction Training. ** 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 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.

2019 ACADEMY PERFROMANCE REQUIREMENTS PARTS SALES CONSULTANT Annual Sales Targets as determined by FMCSA Customer Services Organisation Regional Aftersales Manager Performance Criteria Induction (30% below Silver & Honorary Sil- Gold & Honorary Gold Platinum & Honorary per Parts Category Category Average) ver (15% Below to 15% (15% - 30% Above Cat- Platinum (30% Above Above Category Aver- egory Average) Category Average) age) Category A Dealer R0 - R5,572,999 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 2019 ACADEMY PERFROMANCE REQUIREMENTS PARTS SALES CONSULTANT (WORKSHOP) Annual Sales Targets as determined by FMCSA Customer Services Organisation Regional Aftersales Manager Performance Criteria Induction (30% below Silver & Honorary Sil- Gold & Honorary Gold Platinum & Honorary per Parts Category Category Average) ver (15% Below to 15% (15% - 30% Above Cat- Platinum (30% Above Above Category Aver- egory Average) Category Average) age) Category A Dealer R0 - R8,336,999 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

2019 ACADEMY TRAINING REQUIREMENTS PARTS MANAGER COURSE NAME Type of Hrs (±) / Induction Silver & Gold & Hon- Platinum & Training Days Honorary orary Gold Honorary Practical Coaching Skills for Manager ** Y Platinum Effective Selection Skills ** Classroom 1 day Silver Applied Management Competencies ** Classroom 1 day Y Practical Performance Management ** Classroom 1 day Y Y YY Parts Management e-Learning Module 1 Classroom 1 day Y Parts Management e-Learning Module 2 Online Y Y YY Parts Management e-Learning Module 3 Online 2 day Parts Management Classroom Training Online YY Classroom Y Y YY Y YY Y YY YY 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 4.0 Induction Training. ** Recognition of Prior Learning (RPL) 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 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.

2019 PERFORMANCE REQUIREMENTS PARTS MANAGER Achieve 2 out 5 Achieve 3 out 5 Achieve 4 out 5 Achieve 5 out 5 Objectives Objectives Objectives Objectives ROSI Percentage Measurement by Parts Induction & Hon- Silver & Honorary Gold & Honorary Platinum & Hon- orary Induction orary Platinum Silver Gold Category A 230% - 259.9% 260% - 289.9% 290% - 319.9% Above 320% Category B 250% - 279.9% 280% - 309.9% 310% - 339.9% Above 340% Category C 240% - 269.9% 270% - 299.9% 300% - 329.9% Above 330% Category D 170% - 189.9% 190% - 219.9% 220% - 239.9% Above 240% Category E 160% - 179.9% 180% - 199.9% 200% - 219.9% Above 220% MEASUREMENT – Parts Categories A, B, Induction Silver & Honorary Gold & Honorary Platinum & Hon- C, D & E Silver Gold orary Platinum Achieve FCSD Parts Sales Objectives Percentage 80% - 92% 92.5% -98% 98.5% - 105% 105,50% 85.5% - 89% 89.5% - 93.0% 93,50% FCSD Loyalty Percentage 80% - 85%% > 25% > 25% > 25% National Acc PNUR Selling Gross Profit Percentage > 25% National Acc PNUR National Acc PNUR Accessory Loyalty PNUR National Acc PNUR

2019 ACADEMY TRAINING REQUIREMENTS PER STATUS LEVEL SALES EXECUTIVES – NEW, USED, FLEET and NEW & USED Type of Hrs (±) / Silver & Gold & Platinum & Training Days Honorary COURSE NAME Induction Honorary Honorary Silver Gold Platinum Ford Options Training (excl Used) Classroom 1 day Y Y Y Y Annual classroom based product knowledge exam: Classroom 2 hours Y Y Y Passenger Vehicles Y Y Y Classroom 2 hours Y Annual classroom based product knowledge exam: Classroom 2 days SUV & Commercial Vehicles CVP 4.0 Induction Training (Excl Used) CVP 4.0 1 day Training (Excl Used) Classroom 1 day Y Sales Accelerator Programme Classroom 5 days Y Practical Selling Skills - Level 1 ** Classroom 2 days Y Fleet Solutions Module 1 (Excl Used) Classroom 2 days Y Y Y Y Ranger MY 19 Online Exam Everest MY 19 Online Exam Online 45 mins Y Y Y Y Online 45 mins Y Y Y Y New Model Introductions (NMI) will be loaded onto the PDP's as they are 'launched' in the country. Sales staff are required to complete the e-learning and online exams by 30th November 2019. Sales staff are encouraged to attend the NMI training. ** Recognition of Prior Learning (RPL) 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 individuals Learner His- tory. 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 identi- fied 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.

2019 ACADEMY PERFORMANCE REQUIREMENTS SALES EXECUTIVES: NEW, USED, FLEET and NEW & USED These sales performance requirements EXCLUDE any FMCSA negotiated Government or Parastal deals. SALES EXECUTIVES: NEW SALES EXECUTIVES: USED 12 Months (November 2016 - October 2018) 12 Months (November 2016 - October 2018) Dealer Cat- Induction Silver & Gold & Platinum & Dealer Cat- Induction Silver & Gold & Platinum & egory Honorary Honorary Honorary egory Honorary Honorary Honorary Silver Gold Platinum Silver Gold Platinum A 0-48 49-84 85-138 above 138 A 0-36 37-72 72-120 above 120 B 0-48 49-72 73-119 above 119 B 0-36 37-60 61-108 above 108 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 2016 - October 2018) Dealer Cat- Induction Silver & Gold & Platinum & egory Honorary Honorary Honorary Silver Gold Platinum A 0-52 53 -92 93 -150 above 150 B 0-52 53 - 79 80 - 132 above 132 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

2019 ACADEMY TRAINING REQUIREMENTS PER STATUS LEVEL SALES MANAGERS – NEW, USED, FLEET and NEW & USED COURSE NAME Type of Hrs (±) / Induction Silver & Gold & Platinum & Training Days Honorary Honorary Honorary Platinum Silver Gold Y Ford Options Training (Excl Used) Classroom 1 day Y Y Y CVP 4.0 Induction Training (Excl Used Vehicles) Classroom 2 days Y CVP 4.0 1 day Training (Excl Used) Classroom 1 day Y Fleet Solutions Module 1 Online (Excl Used) Online ± 2hrs Y Y YY Fleet Solutions Module 2 Online (Excl Used) Online ± 2hrs Y YY Fleet Solutions Module 3 Online (Excl Used) Online ± 2hrs YY Fleet Management Training (Excl Used) Classroom 2 days Y Practical Coaching Skills for Manager ** Classroom 1 day Y Y YY Effective Selection Skills ** Classroom 1 day Y YY Applied Management Competencies ** Classroom 1 day YY Practical Performance Management ** Classroom 1 day Y VISTA Online Training* 2016 Update (Excl Used) Online 8 hours Y Y YY Ranger MY19 Online Exam Online 45 mins Y Y YY Everest MY19 Online Exam Online 45 mins Y Y YY All potential Sales Manager are required to complete a mandatory Prevue Online Assessment PRIOR to employment, as part of the recruitment process. New Model Introductions (NMI) will be loaded onto the PDP's as they are 'launched' in the country. Sales staff are required to complete the e-learning and online exams by 30th November 2019. Sales staff are encouraged to attend the NMI training. ** Recognition of Prior Learning (RPL) 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 individuals Learner His- tory. 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 identi- fied 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.

2019 ACADEMY PERFORMANCE REQUIREMENTS SALES MANAGERS – NEW (ONLY), FLEET and NEW & USED These sales performance requirements EXCLUDE any FMCSA negotiated Government or Parastatal deals. PERFORMANCE CRITERIA Induction Silver & Gold & Platinum & Honorary Honorary Silver Honorary Gold Platinum Maintain the prescribed level of Sales CVP 85 - 89.9% of CVP 90 to 94.9% of CVP 95 - 100% of CVP Exceed CVP Objec- (Customer View Point). Objective Objective Objective tive Achievement of new vehicle sales objectives 70 - 80% 80.1 - 90% 90.1 - 100% Above 100% 2019 ACADEMY PERFORMANCE REQUIREMENTS SALES MANAGERS - USED PERFORMANCE CRITERIA: Obtain Induction Silver & Gold & Platinum & Used to New Ratio Honorary 0 - 0.1 : 1 Honorary Silver Honorary Gold Platinum Category A 0 - 0.3: 1 Category B 0 - 0.3: 1 0.11 - 0.3 : 1 0.31 - 0.39 : 1 > 0.4 : 1 Category C 0 - 0.4 : 1 0.31 - 0.5 : 1 0.51 - 0.6 : 1 Category D 0 - 0.3: 1 0.31 - 0.5 : 1 0.51 - 0.6 : 1 > 0.6 : 1 Category E 0.41 - 0.6 : 1 0.61 - 0.7 : 1 0.31 - 0.5 : 1 0.51 - 0.6 : 1 > 0.6 : 1 > 0.7 : 1 > 0.6 : 1

2019 ACADEMY TRAINING REQUIREMENTS SERVICE ADVISOR COURSE NAME Type of Hrs (±) / Induction Silver & Gold & Platinum & Training Days Y Honorary Honorary Honorary Y Platinum Silver Gold Y Service Advisor Accelerator Programme Classroom 5 days Y 2 days CVP 4.0 Induction Training Classroom 1 day 2 days CVP 4.0 1 day Training Classroom 2 days Y 45 mins Y YY Practical Service Advisor Skills - Level 2 ** Classroom 45 mins YY Practical Service Advisor Skills - Level 3 ** Classroom Y YY Y YY Ranger MY19 Online Exam Online Everest MY19 Online Exam Online New Model Introductions (NMI) will be loaded onto the PDP's as they are 'launched' in the country. Sales staff are required to complete the e-learning and online exams by 30th November 2019. Sales staff are encouraged to attend the NMI training. ** Recognition of Prior Learning (RPL) 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 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 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.

2019 PERFORMANCE REQUIREMENTS SERVICE ADVISORS Performance Requirements per Service Induction Silver & Gold & Platinum & Category Honorary Honorary Silver Honorary Gold Platinum Individual CVP Score - Overall Service Satisfaction CVP not more CVP = Category CVP = Category CVP = Category than 2 points be- Actual Actual +2 Benchmark low Category Average Dealership Total Hours Sold to Objectives (Hours) Below 92% 92.1% -98% 98.1% - 105% 105,1%

2019 ACADEMY TRAINING REQUIREMENTS SERVICE MANAGER Type of Hrs (±) / Silver & Gold & Platinum & Training Days each Honorary COURSE NAME Induction Honorary Honorary Classroom Silver CVP 4.0 Induction Training Classroom Gold Platinum CVP 4.0 1 day Training Online Fleet Solutions Module 1 Online Online 2 days Y Y Fleet Solutions Module 2 Online Online 1 day Y Y YY Fleet Solutions Module 3 Online Classroom ± 2hrs Y YY Fleet Management Training Classroom ± 2hrs Y Practical Coaching Skills ** Classroom ± 2hrs YY Effective Selection Skills ** Classroom 2 days Y Y Applied Management Competencies ** Classroom 1 day Y Practical Performance Management ** Online 1 day Y YY Ranger MY19 Online Exam Online 1 day Y YY Everest MY19 Online Exam 1 day 45 mins YY 45 mins Y Y YY Y YY All potential Sales Manager are required to complete a mandatory Prevue Online Assessment PRIOR to employment, as part of the recruitment process. New Model Introductions (NMI) will be loaded onto the PDP's as they are 'launched' in the country. Sales staff are required to complete the e-learning and online exams by 30th November 2019. Sales staff are encouraged to attend the NMI training. ** Recognition of Prior Learning (rpl) 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 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.

2019 ACADEMY PERFORMANCE CRITERIA SERVICE MANAGER Achieve 2 out 5 Achieve 3 out 5 Achieve 4 out 5 Achieve 5 out 5 Objectives Objectives Objectives Objectives MEASUREMENT : Induction Silver & Gold & Platinum & PER SERVICE CATEGORIES: A, B, C, D & Honorary Sil- Honorary Gold Honorary E Platinum ver CVP - Dealership Overall Service Satisfaction CVP not more than = Cat Actual CVP = Cat Actual CVP = Cat Bench- 2 points below Cat CVP + 2 points mark 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%

2019 ACADEMY TRAINING REQUIREMENTS STOCK CONTROLLER COURSE NAME Type of Hrs (±) / Induction Silver & Hon- Gold & Hon- Platinum & Training Days orary Silver orary Gold Honorary Plati- 8 hours num VISTA Online Training* 2016 update Online 2 days YYY Y CVP 4.0 Induction Training Classroom 1 day Y CVP 4.0 1 day Training Classroom Y Ranger MY19 Online Exam Online 45 mins Y Y Y Y Everest MY19 Online Exam Online 45 mins Y Y Y Y New Model Introductions (NMI) will be loaded onto the PDP's as they are 'launched' in the country. Sales staff are required to complete the e- learning and online exams by 30th November 2019. Sales staff are encouraged to attend the NMI training around the country which will be presentd in the same format as the Product Sustainment Training (PST). ** 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 Sil- ver 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 promo- tion to the next level.