2008

FORD Export & Growth

TRAINING CERTIFICATION
Nontechnical Training
2008 Ford Training Certification

Ford Export and Growth offers the Ford Certified Training Program – designed to grow pride in the Ford,
Lincoln and Mercury brands.

The 2008 Ford Training Certification courses are designed to support the development of competent people
and to recognize dealership personnel for their achievements,

A core training curriculum has been established for each key dealership position. The 2008 Ford Certified
Training Program curriculum focuses on skills and competencies that:
• Improve individual job performance
• Contribute to Ford and dealership profitability and growth
• Enhance the Ford brand worldwide

To become Certified, complete the core training curriculum for your job position and required product training
for your market. Certified employees will receive a certificate and commemorative gift for the year.

Once all the core training requirements are completed, Optional Learning Opportunities are available
The Optional Learning courses may be required for Certification in 2009.

Benefits of Certification

Annual Certification is designed to recognize employees who have completed recommended training
Benefits include:
• A consistent training foundation for employees
• A clear demonstration to customers of your dealership and staff competence
• Recognition of employee accomplishments

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 Training Opportunities Worldwide

The Export and Growth training team provides a variety of training options for dealerships in all regions.

Web Course Workshop Self Study

All of these options provide the skills and knowledge to help build successful employees. For specific training available
for your region, contact your Ford Representative or go to www.FMCDealer.com and click on STARS 2 quick link in
the “Sales” or “Parts & Service” tabs. (Look for green STARS 2 box at the top right.)

You can also access nontechnical training information by clicking on the Training and Certification link located on
the “Sales” or “Parts and Service” tab on www.FMCDealer.com. Training planners are available on STARS 2 and in
this brochure.

Training is available for:

• Sales Managers • Service Managers
• Parts Managers • Sales Consultants
• Service Advisors • Parts Counter Persons
• Warranty Administrators

Course attendance is tracked by the Export and Growth Training Department after the successful completion of each
training session and completion of a posttest. Certification progress is reported quarterly. Training progress reports are
available through STARS 2.
What’s New for 2008?
• Customer Handling: Concern Resolution • DIY †: Customer Satisfaction Improvement Training
• Customer Handling: Ensuring Satisfaction • Warranty Essentials for Service Managers
• Professional Sales Consultant III • Shop Production: Analyzing Your Potential
• SYNC: The Basics • Business Development: Selling for Service
• SYNC: Connecting with Sales Customers • People Management: Building Your Team
• People Management: Leading Your Team • People Management: Developing Your Team
• Professional Service Advisor III • You and Ford: Making History
• Warranty: Taking Control of Your Performance • Warranty Essentials for Parts Personnel
• Business Development: Selling for Parts • Maximizing Sales of Maintenance and Light Repair Parts
DIY (Do-It-Yourself) for noncustomer viewpoint (CVP) dealerships.
†

How Do These New Courses Impact Certification?

Any “new” required courses must be completed to maintain Certification. If a new course is listed as Optional Learning,
we recommend that you complete the course after all Certification requirements are met for your job position.

For more information, contact:

Linda Duronio
Export and Growth Training Manager
001-313-337-3349 or lduronio@ford.com

[]
Nontechnical Training: 2008 Skill-Building Courses

Nontechnical Training: Skill-Building Courses

Complete all courses required for Certification for your job position.

REQUIRED

Sales Manager Courses for Certification

Professional Sales Manager I Customer Handling: Concern Resolution -
Professional Sales Manager II Customer Handling: Ensuring Satisfaction -
Managing Human Resources
Sales Consultant Courses for Certification
Professional Sales Consultant Basics Product Selling Skills
Professional Sales Consultant I Customer Handling: Concern Resolution -
Professional Sales Consultant II Customer Handling: Ensuring Satisfaction -
Service Manager Courses for Certification
Professional Service Manager I Service Manager Fundamentals
Professional Service Manager II Customer Handling: Concern Resolution -
Managing Human Resources Customer Handling: Ensuring Satisfaction -
Warranty: Taking Control of Your Performance for
DIY †: Customer Satisfaction Improvement Training
Service Managers
Service Advisor Courses for Certification

REQUIRED
REQUIRED

Professional Service Advisor I Warranty Essentials for Service Advisors

Professional Service Advisor II Master Your Phone Skills to Ring Up Sales
Your Role in a Successful Dealership: Fixed Operations Customer Handling: Concern Resolution -
Service Advisor Fundamentals Customer Handling: Ensuring Satisfaction -
Parts Manager Courses for Certification
Parts Operations: Managing Your Inventory Warranty Essentials for Parts Personnel -
Professional Parts Manager Customer Handling: Concern Resolution -
Managing Human Resources Customer Handling: Ensuring Satisfaction -
Parts Manager Fundamentals DIY †: Customer Satisfaction Improvement Training
Parts Counter Person Courses for Certification
Your Role in a Successful Dealership: Fixed Operations Warranty Essentials for Parts Personnel -
Parts Counter Person Fundamentals Customer Handling: Ensuring Satisfaction -

Master Your Phone Skills to Ring Up Parts Sales

Warranty Administrator Courses for Certification
Your Role in a Successful Dealership: Fixed Operations Warranty Claim Preparation: First Time, Every Time
Warranty Administrator Fundamentals Warranty Claim Submission: Overnight Success
Taking Control of Your Performance
Warranty Coverage Essentials: Basic Tour
for Warranty Administrators
REQUIRED

*Product training will be provided in-dealership, as a Web course or as a self-study program. Specific information for your market will be communicated
by your Ford Regional Manager and E&G Training Manager. †DIY (Do-It-Yourself) for noncustomer viewpoint (CVP) dealerships.

Web Course Workshop Self-Study

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 Certification Requirements – Nontechnical Training: 2008
Skill-Building Courses continued and Launch Product Training*
Certification Requirements – Nontechnical Training: 2008 Launch Product Training*
2008 launch product training is required for Sales Managers, Sales Consultants and recommended for Service and Parts personnel.

Launch Product Training

2008 launch product training is market specific – please review the list of product training courses by market.
Puerto Rico/USVI Middle East - FME
Flex Euro Focus
F-150 Flex
SYNC F-150
Sub-Saharan Africa - SSA Fiesta
Escape Kuga
Euro Focus Mariner
Fiesta Mountaineer
Caribbean/Central America - CCA Asia Pacific - AP
Euro Focus Euro Focus
Flex Flex
F-150 F-150
Fiesta Fiesta
Kuga Kuga
Mondeo

S-Max

MKS

Once all courses required for Certification are completed, optional learning opportunities are available.
OPTIONAL

Sales Manager Courses

People Management: Building Your Team - People Management: Developing Your Team -

People Management: Leading Your Team -

Sales Consultant Courses

Talking with Confidence on How a Vehicle Works
Professional Sales Consultant III -
Service Manager Courses
Talking with Confidence on How a Vehicle Works
Warranty Essentials for Service Managers -
Shop Production: Analyzing Your Potential -
OPTIONAL
SYNC: The Basics -
SYNC: Connecting with Sales Customers -
People Management: Building Your Team -
People Management: Leading Your Team -
People Management: Developing Your Team -

OPTIONAL
Business Development: Selling for Service -
Service Advisor Courses
Talking with Confidence on How a Vehicle Works Service: Taking Control of Your Performance -
Professional Service Advisor III - SYNC: The Basics -
You and Ford: Making History - SYNC: Connecting with Service Customers -
Parts Manager Courses
Business Development: Selling for Parts - People Management: Leading Your Team -
People Management: Building Your Team - People Management: Developing Your Team -
Parts Counter Person Courses
Talking with Confidence on How a Vehicle Works Maximizing Sales of Maintenance & Light Repair Parts -
You and Ford: Making History - Customer Handling: Concern Resolution -
Warranty Administrator Courses
Talking with Confidence on How a Vehicle Works - Customer Handling: Ensuring Satisfaction -
Customer Handling: Concern Resolution -

OPTIONAL
[]
Course Descriptions

Sales Manager Courses Required Description

This course is designed to help manage customers by building

customer loyalty, help manage the showroom using the Dealer Sales
Professional Sales Manager I 1-2 hour web;
Operating Process, and utilize brand image for displays, advertising,
1-day workshop; self-study
and promotions, including helping to apply management techniques.
This course is designed to use a daily operating control (DOC) tool to
identify and fix problems that interfere with meeting your forecast and
Professional Sales Manager II 1-2 hour web;
1-day workshop; self-study help by conducting a SWOT analysis to validate your forecast and/or
revise forecast.
This course is designed to check the Human Resource (HR) health of
your dealership by using job descriptions, a competitive compensa-
Managing Human Resources 1-2 hour web; tion plan, recruiting plans, interviewing and hiring techniques and help
1-day workshop; self-study
orient new employees, develop employees and manage employees.
This course covers the impact of customer concern resolution on
Customer Handling: customer loyalty and on the dealership’s profits. Learn about Ford’s
Concern Resolution - 1-2 hour web; self-study customer handling process, concern resolution processes,and how
to implement them within your dealership.
This course is designed to develop the skills necessary to create
Customer Handling: a positive customer experience during each and every visit to
the dealership and telephone call with dealership personnel,
Ensuring Satisfaction - 1-2 hour web: self-study
and to use available tools and resources to track and manage
customer satisfaction.

Sales Manager Courses - Optional Learning Description

This course is designed to show managers how to hire the right

People Management:
Building Your Team -
People Management:
Leading Your Team -
people and guide performance of their team. Through scenarios
1-2 hour web; self-study
and questions, managers explore how to recruit employees, conduct
interviews, create compensation plans, conduct career planning,
orient new employees and set objectives.
This interactive course is designed to show managers how they
become active and effective leaders of their departments. Through
1-2 hour web; self-study several scenarios and practice activities, learners explore how to
write a vision statement, communicate it and follow through on
its achievement.

People Management: This interactive course is designed to show managers how they
Developing Your Team - 1-2 hour web; self-study can enhance their leadership role by helping employees improve
their performance and achieve their goals.

Sales Consultant Courses Required Description

This course covers meeting customer expectations, building customer

Professional Sales Consultant Basics 1-2 hour web; self-study satisfaction and customer loyalty, using brand, prospecting and
learning the 10-Step Showroom Experience.

Professional Sales Consultant I This course covers meeting customer expectations, building customer
1-day workshop satisfaction and building customer loyalty, using brand and prospecting.

Professional Sales Consultant II This course covers learning and using the 10-Step
1-day workshop Showroom Experience.

Product Selling Skills 1-2 hour web;

This course provides sales consultants with tools and techniques
1-day workshop; self-study to improve product selling skills during walk around presentations.

This course covers the impact of customer concern resolution on

Customer Handling:
Concern Resolution -
Customer Handling:
Ensuring Satisfaction -
customer loyalty and on the dealership’s profits. Learn about Ford’s
1-2 hour web; self-study customer handling process, concern resolution processes and how
to implement them within your dealership.
This course is designed to develop the skills necessary to
create a positive customer experience during each and every
1-2 hour web; self-study visit to the dealership and telephone call with dealership personnel,
and touse available tools and resources to track and manage
customer satisfaction.

[]

Sales Consultant Courses - Optional Learning
Talking with Confidence on
How a Vehicle Works
Professional Sales Consultant III -
SYNC: The Basics -
SYNC: Connecting with
Sales Customers -
Service Manager Courses Required
Professional Service Manager I
Professional Service Manager II
Managing Human Resources
Warranty: Taking Control of Your
Performance for Service Managers
Service Manager Fundamentals
DIY†: Customer Satisfaction
Improvement Training for
(Do-It-Yourself) CVP Dealers
Customer Handling:
Concern Resolution -
Customer Handling:
Ensuring Satisfaction -
†
DIY (Do-It-Yourself) for noncustomer viewpoint (CVP) dealerships.
Web Course
Course Descriptions
Description
Understand the basics of how vehicles work. This information
will enable Sales Personnel to better explain vehicle features and
1-2 hour web; self-study
benefits, and Parts and Service Personnel to explain vehicle service
and repairs to customers and to write up complete and useful Repair
Orders for technicians.
Communication strategies, tactics and tools. Review/revisit the keys
selling skills in the 10-step Showroom Experience that prepares
the way to a “Win-Win” Negotiation. Advanced Needs Assessment
1-day workshop and Advanced Product Selling Skills (FABs). Advanced negotiation,
sales and value-building skills. Action planning for personnel sales
excellence, growth and effectiveness. Prerequisite: Completion
of PSC I and II.
In this course, learn how to speak the language of today’s
1-2 hour web
technology. It will also show the features and benefits of SYNC and
give sales personnel the opportunity to walk through and practice
using SYNC.
This course starts by discussing how to integrate SYNC into the sales
1-2 hour web
process. Then, sales personnel complete an activity designed to get
up to speed about talking about SYNC. To finish, sales personel put it
all together with practice activities designed around three customers.
Description
Learn key roles and responsibilities, how to manage
1-day workshop; self-study customers, the Ford Service process, and brand and warranty issues.
This course will help Service Managers forecast success and
profitability by using a daily operating control (DOC) tool to identify
1-day workshop; self-study and fix problems that interfere with meeting your forecast. Learn how
to use metrics to measure success and solve problems.
This course will help Service Managers check the Human Resource
(HR) health of your dealership by using job descriptions, a competitive
1-2 hour web;
1-day workshop; self-study compensation plan, recruiting plans, interviewing and hiring techniques
and orient new employees, develop employees and manage employees.
You will learn how to access the Global Warranty Measurement
(GWM) Web site, interpret your dealership’s data, and identify the
1-2 hour web causes of your results and potential issues. You will also learn how
to use the Global Warranty Counseling Process (GWCP).
This course is designed to show Service Managers how to become
effective managers by understanding the processes, tools and
1-2 hour web; self-study
responsibilities of service operations, improving their people manage-
ment skills and gaining competence in dealing with difficult situations.
For DIY Customer Viewpoint (CVP) dealers only.
Learn about the importance of Customer Satisfaction and the key
Self-study drivers of overall sales and service satisfaction. Learn how to use DIY
CVP reports to identify improvement opportunities and take action to
make improvements. Get best practices from three DIY CVP dealers.
This course covers the impact of customer concern resolution on
customer loyalty and on the dealership’s profits. Learn about Ford’s
1-2 hour web; self-study customer handling process, concern resolution processes and how
to implement them within the dealership.
This course is designed to develop the skills necessary to
create a positive customer experience during each and every
1-2 hour web; self-study visit to the dealership and telephone call with dealership personnel,
and to use available tools and resources to track and manage
customer satisfaction.
Workshop Self-Study
[]
Course Descriptions
Service Manager Courses Required
Service Manager Courses - Optional Learning
Talking with Confidence on
How a Vehicle Works
Warranty Essentials for
Service Managers -
Shop Production:
Analyzing Your Potential -
Business Development
Selling for Service -
People Management:
Building Your Team -
People Management:
Leading Your Team -
People Management:
Developing Your Team -
Service Advisor Courses Required
Professional Service Advisor I
Professional Service Advisor II
Your Role in a Successful Dealership:
Fixed Operations
Service Advisors Fundamentals
Warranty Essentials for
Service Advisors
Web Course
[]
Description
Understand the basics of how vehicles work. This information
will enable Sales Personnel to better explain vehicle features and
benefits, and Parts and Service Personnel to explain vehicle service
1-2 hour web; self-study
and repairs to customers and to write up complete and useful Repair
Orders for technicians.
This course is designed to familiarize Service Managers with critical
warranty information, including covered and noncovered warranty
1-2 hour web; self-study repairs for service. Learners will also examine the warranty
responsibilities of a Service Manager and apply warranty.
This course will show Service Managers how to determine their
shop potential by building their understanding of the basic production
principles and knowledge to improve their own shop production.
1-2 hour web; self-study
The real-world examples provide managers with insight needed
to analyze their shop capacity, productivity and efficiency.
In this course, Service Managers will learn how to help prepare their
team for selling, get their team to make sales and help their team to
1-2 hour web; self-study
earn customers for life.
This course is designed to show managers how to hire the right
people and guide performance of their team. Through scenarios
1-2 hour web; self-study and questions, explore how to recruit employees, conduct interviews,
create compensation plans, conduct career planning, orient new
employees and set objectives.
This interactive course is designed to show managers how
to become an active and effective leader of their department.
Through several scenarios and practice activities, learners explore
1-2 hour web; self-study
how to write a vision statement, communicate it and follow through
on its achievement.
This interactive course is designed to show managers how to
enhance their leadership role by helping employees improve
1-2 hour web; self-study
their performance and achieve their goals.
Description
This course will teach the importance of sustaining customer
loyalty, interacting professionally with the customer and effective
1-day workshop communication skills.
This course will teach how to proactively sell recommended
maintenance and needed repairs, write and manage repair orders,
1-day workshop coordinate work in the workshop and work as a team member.
In addition to explaining dealership departments and job role
functions, this course explores interdepartmental collaboration,
1-2 hour web; self-study common obstacles, and teaches skills for building teamwork and
communicating effectively.
This course is designed to provide Service Advisor new hires with a
thorough understanding of the service process from beginning to end.
1-2 hour web; self-study It will also cover the Genuine brand, how to gauge and meet customer
expectations, and how to excel at achieving customer satisfaction.
This course will teach Service Advisors to explain Ford Motor
Company warranty to customers in terms they can easily understand.
1-2 hour web; self-study Show how this will add value to Ford Motor Company vehicles and
build long-term relationships with customers.
Workshop Self-Study

Service Advisor Courses Required
Master Your Phone Skills
to Ring Up Sales
Customer Handling:
Concern Resolution -
Customer Handling:
Ensuring Satisfaction -
Service Advisor Courses - Optional Learning
Talking with Confidence on
How a Vehicle Works
Professional Service Advisor III -
You and Ford:
Making History -
Service: Taking Control
of Your Performance -
SYNC: The Basics -
SYNC: Connecting with
Service Customers -
Web Course
Course Descriptions
Description
Service Advisors learn techniques for selling parts and service
1-2 hour web; self-study ethically and persuasively over the phone.
This course covers the impact of customer concern resolution on
1-2 hour web; self-study
customer loyalty and on the dealership’s profits. Learn about Ford’s
customer handling process, concern resolution processes,
and how to implement them within the dealership.
This course is designed to develop the skills necessary to create
a positive customer experience during each and every visit to
1-2 hour web; self-study the dealership and telephone call with dealership personnel,
and to use available tools and resources to track and manage
customer satisfaction.
Description
Understand the basics of how vehicles work. This information
will enable Sales Personnel to better explain vehicle features and
benefits, and Parts and Service Personnel to explain vehicle service
1-2 hour web; self-study
and repairs to customers and to write up complete and useful Repair
Orders for technicians.
Participants will learn the techniques to produce a repair order that
will communicate the customer’s concerns properly to the technician,
1-day workshop dealing with irate customers and their concerns, customer follow-up
and making the most of sales leads. Prerequisite: completion of
PSVa I and II.
The Ford Blue Oval is one of the most recognizable logos in the
world. over one hundred years of Ford history have established
engrained customer expectations about our Company, our
1-2 hour web; self-study dealerships and our products. Learn how these expectations impact
how well your performance is received by customers. Learn how to
transform your knowledge about the Company, its history, its values
and its innovative spirit into real business results.
This interactive course, acquaints learners with the measures,
reports and other tools to help them assess and manage their
performance as Service Advisors. Real-world scenarios focusing
1-2 hour web; self-study
on sales and customer satisfaction challenge learners to interpret
and respond to information about their own or their department’s
perfomance. Measures explored include first appointment retained,
service follow-up, needed service sold, scheduled maintenance
sold and many more.
In this course learn how to speak the language of today’s
technology. It will also show you the features and benefits of SYNC
and give Service Managers and Service Advisors the opportunity to
1-2 hour web
walk through and practice using SYNC.
This course, designed for Service Managers and Service Advisors,
starts by discussing how to integrate SYNC into the service process.
1-2 hour web Afterwards, complete an activity that helps Service personnel talk
fluently to customers about SYNC. To finish, Service personnel
practice with activities designed around three customers.
Workshop Self-Study
[]
Course Descriptions

Parts Manager Courses Required Description

This course guides learners through a day in the life of a Parts

Parts Operations: Department Manager to demonstrate the recommended processes
Managing Your Inventory 1-2 hour web; self-study
and tools they should use to manage their parts inventory. Learners
come to appreciate the differences involved in managing stock parts
versus nonstock parts.

Professional Parts Manager 1-day workshop
Managing Human Resources 1-2 hour web;
1-day workshop; self-study
This course teaches learners to “buy what you sell” and “sell what
you buy” through ongoing analysis of key performance indicators
and process management to ensure parts are effectively received,
stocked, ordered, sold and tracked.
This course is designed to help check the Human Resource (HR)
health of the dealership by using job descriptions, a competitive
compensation plan, recruiting plans and interviewing and hiring
techniques. It helps orient new employees, develop employees and
manage employees.

This course provides Parts Managers with a high-level understanding

Parts Manager Fundamentals 1-2 hour web; self-study of their job responsibilities and useful tools for managing a successful
parts department.

This course emphasizes the parts warranty process to parts

personnel. Learners will acquire the skills and knowledge to properly
Warranty Essentials apply the warranty to a part, and complete the necessary steps to
for Parts Personnel - 1-2 hour web; self-study ensure warranty claims are paid the first time they are submitted to
avoid charge backs.

This course covers the impact of customer concern resolution on

Customer Handling: customer loyalty and on the dealership’s profits. Learn about Ford’s
Concern Resolution - 1-2 hour web; self-study customer handling process, concern resolution processes,
and how to implement them within the dealership.

This course is designed to develop the skills necessary to create a

Customer Handling: positive customer experience during each and every visit to the deal-
Ensuring Satisfaction - 1-2 hour web; self-study ership and telephone call with dealership personnel, and to use avail-
able tools and resources to track and manage customer satisfaction.

For DIY Customer Viewpoint (CVP) Dealers Only.

DIY Customer Satisfaction Learn about the importance of Customer Satisfaction and the key
Improvement Training for drivers of overall sales and service satisfaction. Learn how to use DIY
(Do-It-Yourself) CVP Dealers- Self-study CVP reports to identify improvement opportunities and take action to
make improvements. Get best practices from three DIY CVP dealers.

Parts Manager Courses - Optional Learning Description

This course is designed to show Parts Managers selling skills in their

Business Development: department. Learners will explore how to successfully help prepare
Selling for Parts - 1-2 hour web; self-study
their team for selling, get their team to make sales and help their
team to earn customers for life. Prerequisite: People Management:
Building Your Team.

This course is designed to show managers how to hire the right

People Management: people and guide performance of their team. Through scenarios
and questions, explore how to recruit employees, conduct interviews,
Building Your Team - 1-2 hour web; self-study
create compensation plans, conduct career planning, orient new
employees and set objectives.

This interactive course is designed to show managers how they

become an active and effective leader of their department. Through
People Management: 1-2 hour web; self-study several scenarios and practice activities, learns explore how to write
Leading Your Team -
a vision statement, communicate it and follow through on its
achievement.

This interactive course is designed to show managers how they can

People Management:
enhance their leadership role by helping employees improve their
Developing Your Team - 1-2 hour web; self-study
performance and achieve their goals.
†
DIY (Do-It-Yourself) for noncustomer viewpoint (CVP) dealerships.

Web Course Workshop Self-Study

[ 10 ]

Parts Counter Person Courses Required
Your Role in a Successful Dealership:
Fixed Operations
Parts Counter Person
Fundamentals
Master Your Phone Skills
to Ring Up Parts Sales
Warranty Essentials
for Parts Personnel -
Customer Handling:
Ensuring Satisfaction -
Parts Counter Person Courses - Optional Learning
Talking with Confidence on
How a Vehicle Works
You and Ford:
Making History -
Maximizing Sales of Maintenance
and Light Repair Parts -
Customer Handling:
Concern Resolution -
Web Course
Course Descriptions
Description
In addition to explaining dealership departments and job role
functions, this course explores interdepartmental collaboration,
1-2 hour web; self-study common obstacles and teaches skills for building teamwork and
communicating effectively.
Parts personnel learn how to state key indicators used to judge Parts
Department performance, use consistent processes to receive stock
1-2 hour web; self-study parts, handle special orders so they get to the customer quickly, and
ensure inventory records accurately reflect physical inventory.
Parts personnel learn techniques for selling parts and service
1-2 hour web; self-study ethically and persuasively over the phone.
This course emphasizes the parts warranty process to parts
personnel. Learners will acquire skills and knowledge to properly
apply the warranty to a part and complete the necessary steps to
1-2 hour web; self-study
ensure warranty claims are paid the first time they are submitted to
avoid charge backs.
This course is designed to develop the skills necessary to create
a positive customer experience during each and every visit to the
1-2 hour web; self-study dealership and telephone call with dealership personnel; and to
use available tools and resources to track and manage customer
satisfaction.
Description
Understand the basics of how vehicles work. This information
will enable Sales Personnel to better explain vehicle features and
benefits, and Parts and Service Personnel to explain vehicle service
1-2 hour web; self-study
and repairs to customers and to write up complete and useful Repair
Orders for technicians.
The Ford Blue Oval is one of the most recognizable logos in the world.
over one hundred years of Ford history have established engrained
customer expectations about our Company, our dealerships and our
1-2 hour web; self-study products. Learn how these expectations impact how well your
performance is received by customers. Learn how to transform
your knowledge about the Company, its history, its values, and its
innovative spirit into real business results.
This course provides an in-depth look at the parts, players and
business considerations and illustrates how to sell common wear
1-2 hour web; self-study parts in different automotive applications. The real-world exercises
will help learners become confident in their ability to maximize any
common wear parts selling situations.
This course covers the impact of customer concern resolution on
1-2 hour web; self-study
customer loyalty and on the dealership’s profits. Learn about Ford’s
customer handling process, concern resolution processes and how
to implement them within the dealership.
Workshop Self-Study
[ 11 ]
Course Descriptions
Warranty Administrator Courses Required
Your Role in a Successful Dealership:
Fixed Operations
Warranty Administrator Fundamentals
Warranty Coverage Essentials:
Basic Tour
Warranty Claim Preparation:
First Time, Every Time
Warranty Claim Submission:
Overnight Success
Taking Control of Your Performance
for Warranty Administrators
Warranty Administrator Courses - Optional Learning
Talking with Confidence about
How a Vehicle Works -
Customer Handling:
Concern Resolution -
Customer Handling:
Ensuring Satisfaction -
Web Course
[ 12 ]
Description
In addition to explaining dealership departments and job role
functions, this course explores interdepartmental collaboration,
1-2 hour web; self-study common obstacles and teaches skills for building teamwork and
communicating effectively.
This course will teach the Warranty Administrators basics of submit-
1-2 hour web; self-study ting claims, fixing claim issues and resolving customer concerns.
This course provides an introduction to warranty coverage information
and resources, including an in-depth introduction to the New Vehicle
1-2 hour web; self-study Limited Warranty, Field Service Actions, Extended Service Plans and
After Warranty Assistance.
This course provides a detailed look at how to prepare warranty
claims accurately, quickly and with the customer’s best interest in
1-2 hour web; self-study mind. There will also be information on how to correct rejected claims
and troubleshoot potential issues.
This course provides an overview of submitting warranty claims
correctly, monitoring payment of claims and resubmitting any
1-2 hour web; self-study
claim issues.
This course is designed to provide Warranty Administrators with
the skills necessary to locate and review their dealership’s warranty
1-2 hour web; self-study measurements and pro actively identify potential issues that the
dealership might face as a result of their performance.
Description
Understand the basics of how vehicles work. This information will
enable Sales personnel to better explain vehicle features and benefits,
and Parts and Service Personnel to explain vehicles service and
1-2 hour web; self-study
repairs to customers and to write up complete and useful Repair
Orders for technicians.
This course covers the impact of customer concern resolution
on customer loyalty and on the dealership’s profits. Learn about
1-2 hour web; self-study Ford’s customer handling process, concern resolution processes
and how to implement them within the dealership.
This course is designed to develop the skills necessary to
create a positive customer experience during each and every
1-2 hour web; self-study
visit to the dealership and telephone call with dealership personnel,
and to use available tools and resources to track and manage
customer satisfaction.
Workshop Self-Study
 2008 Ford Training Certification
for Export and Growth

Q: How do I get started?

A: 1. Review the Certification requirements for your position.
2. Complete all web and self-study course requirements.
3. Complete required in-dealership workshops.
4. Use the reports available on STARS 2 to track your progress and achieve certification.

Q: What if I have already taken a course that is required?

A: You will receive credit if the Export and Growth Training Department has a record of successful completion
of the course. You do not need to retake courses that were successfully completed.

Q: What if I was certified in 2007?

A: To maintain your Certification status, you must complete all new or updated courses required for
certification for your job position. (e.g., Concern Resolution, Customer Satisfaction Training).
Sales Managers and Sales Consultants must complete the 2008 launch product training. Although launch
product training is not required for Parts and Service Personnel, we strongly recommend you complete the
training. In addition, once all required courses are completed, optional learning opportunities are available.
These are not required for certification in 2008, but may be required for 2009.

Q: What if I do not complete all the required courses in 2008?

A: When you complete a course and submit the posttest, you will receive credit for it. That credit stays
with you as long as the course is not changed significantly.

Q: How can I check my dealership’s progress on certification?

A: Dealer reports are available on STARS 2.

Q: When will we be recognized for achieving certification?

A: At the end of each calendar year, a training report is generated through STARS 2 to determine who
achieved Certification.

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2008 Ford Training Certification
for Export and Growth – Notes

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 2008 Ford Training Certification
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For Information:
Please check the FMCDealer.com Web site for new
information and additional training opportunities.

For more information, contact:

Linda Duronio
Export and Growth Training Manager
001-313-337-3349 or lduronio@ford.com