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Complete Course CatalogCertification 2017

Certification 2017 • Sales Course Catalog 1

Contents

Instructor-Led Training Courses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

e-Golf: Get Plugged In for Sales and Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

new Mastering Finance & Insurance - Level 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

new Mastering Finance & Insurance - Level 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Volkswagen Leadership Excellence Series I: Foundational Leadership . . . . . . . . . . . . . . . . . . . .3

new Volkswagen Leadership Excellence Series I: Foundational Operations . . . . . . . . . . . . . . . .4

Volkswagen Leadership Excellence Series II: Advanced Leadership . . . . . . . . . . . . . . . . . . . . . .4

new Volkswagen Leadership Excellence Series II: Advanced Operations . . . . . . . . . . . . . . . . . . .4

Web-Based Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Advanced Accessories Selling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

new Atlas Product Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Beetle Product Introduction (model years 2012 to present) . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Building a Competitive Comparison & Advanced Closing Techniques . . . . . . . . . . . . . . . . . . . . .5

Building Your Business through Social Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

new Demo Drive Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

e-Golf Product Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Funding Savvy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Golf and GTI Product Introduction (model years 2015 to present) . . . . . . . . . . . . . . . . . . . . . . .6

Golf R Product Introduction (model years 2015 to present) . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Hybrid and EV High Voltage Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

new Introduction to CES Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Introduction to Leasing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Certification 2017Sales Course Catalog

Certification 2017 • Sales Course Catalog2

Intro to VEST . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Inventory Asset Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Jetta Product Introduction (model years 2015 to present) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Legal Compliance – Part I . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Legal Compliance – Part II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Maturity Manager – Application and Process (VCI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

MY2016 Infotainment: A New Generation of Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

new Needs Assessment Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

new New Tiguan Product Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

OMD Web VW Dealer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Overview of Volkswagen Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Passat Product Introduction (model years 2016 to present) . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Plug It In: Charging the e-Golf . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Staying Connected with Car-Net . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Touareg Product Introduction (model years 2015 to present) . . . . . . . . . . . . . . . . . . . . . . . . . 11

new Volkswagen Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

new Volkswagen Drive Easy Vehicle Protection Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Welcome to Volkswagen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

new Working Out the Deal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Continuous Learning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13new Continuous Learning on VW Cup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13


Instructor-Led Training Courses

e-Golf: Get Plugged In for Sales and ServiceCourse Number: 601042 • Duration: 2 DaysThe e-Golf is the very first all-electric, zero-emissions Volkswagen model for the US market, so get ready to “get plugged in” for this exciting and electrifying Volkswagen model! In certain states, eligible dealers have elected to be a part of the e-Golf revolution, so completion of special training is required . The participant will be introduced to this all-new, all-electric Volkswagen . Functionality, technology and procedures unique to the e-Golf will be discussed and practiced . Participation in and completion of this course and its web-based pre-requisites will ensure dealer readiness for e-Golf allocation .

new Mastering Finance & Insurance - Level 1Course Number: VCIIL16MFI1 • Duration: 2 DaysThe Mastering F&I Level One class is a two day (start time 8:30 AM, end time 5/5:30 PM) workshop facilitated by the VWFS National Training Managers . Sessions are typically held monthly at VW/Audi regional administrative facilities as needed . This workshop is designed to ensure that the learner is presenting a compliant and effective product presentation utilizing a menu as the means to offer every customer every product in every encounter . Upon completion of the workshop, participants will be able to:

y List the benefits of a proper Meet and Greet

y Complete a customer focused interview

y Demonstrate an effective menu presentation

y List the features and benefits of all VWFS/AFS products

new Mastering Finance & Insurance - Level 2Course Number: VCIIL16MFI2 • Duration: 2 DaysThe Mastering F&I Level Two class is a two day (start time 8:30 AM, end time 5/5:30 PM) workshop facilitated by the VWFS National Training Managers . Sessions are held monthly at VW/Audi regional administrative facilities as needed . This workshop is designed to ensure that once the learner has become proficient at the Interview/Menu Presentation process, they develop an understanding of the additional skills necessary to become a well-rounded, Professional Business Manager .

Upon completion of the workshop, participants will be able to:

y List the steps to building effective relationships

y Articulate the purpose and scope of key Federal Statutes

y Identify the primary communication styles/learning modalities

y List the benefits of leasing

y Calculate a lease by hand

Volkswagen Leadership Excellence Series I: Foundational LeadershipCourse Number: 620152 • Duration: 3 DaysThe Volkswagen Leadership Excellence program (VLE) is designed as an elite training program to prepare Volkswagen Sales, Service, and Parts Managers to propel their performance as well as their team’s performance to a whole new level . Over the course of the program, which includes online training, instructor-led training, and individualized coaching session, each manager will receive high-impact and personalized training . This training will focus on financial management, leadership skills and development, marketing and customer satisfaction and loyalty, and operational management to optimize the inner-workings of the Sales and Service teams and the processes within the dealership .


new Volkswagen Leadership Excellence Series I: Foundational OperationsCourse Number: 620252 • Duration: 3 DaysThe 3-day Volkswagen Leadership Excellence Series, Advanced Leadership picks up where the foundational course left off . This course is designed for Sales, Service and Parts Managers providing them with expanded tools and resources to develop, and further increase, their leadership skills and knowledge .

Volkswagen Leadership Excellence Series II: Advanced LeadershipCourse Number: 620162 • Duration: 2 DaysThe Volkswagen Leadership Excellence program (VLE) is designed as an elite training program to prepare Volkswagen Sales, Service, and Parts Managers to propel their performance as well as their team’s performance to a whole new level . Over the course of the program, which includes online training, instructor-led training, and individualized coaching session, each manager will receive high-impact and personalized training . This training will focus on financial management, leadership skills and development, marketing and customer satisfaction and loyalty, and operational management to optimize the inner-workings of the Sales and Service teams and the processes within the dealership .

new Volkswagen Leadership Excellence Series II: Advanced OperationsCourse Number: 620172 • Duration: 2 DaysThis two-day course for Sales and Service Managers will further refine the skills and behaviors needed to effectively manage the processes to successfully achieve Key Performance Indicators (KPIS) for their departments . This course will provide a unique perspective, as Sales and Service Managers will work together to understand how jointly they impact the overall profitability of the dealership, customer satisfaction and retention . Managers will have the opportunity to evaluate their own department’s performance and create action plans to improve KPIs in both Sales and Service .

Web-Based Training


Web-Based Training

Advanced Accessories SellingCourse Number: 701044This course demonstrates specific skills that help you sell Genuine Volkswagen accessories . With a focus on actionable skills you will discover ways to identify needs, engage with customers and recommend accessories in a way that will increase the likelihood of a purchase decision . By the end of this course, you should be able to:

y Explain how to identify potential customer accessory needs

y Describe how to target specific accessories to each customer

y Demonstrate the difference between selling a “feature” and its benefit

y Explain how to overcome customer objections

y Demonstrate an ability to perform a “soft close” and to ask for the sale

new Atlas Product IntroductionCourse Number: 610274The Atlas is the biggest Volkswagen ever produced in the U .S . market, seating up to seven people and boasting a variety of new innovations . This training module will prepare you with product knowledge and more regarding this exciting new product in an all new segment for Volkswagen .

Beetle Product Introduction (model years 2012 to present)Course Number: 617414We will introduce the 21st-century Beetle by helping you to get to know the highlights, the market positioning and the competitive environment of the car . You will then get into detail, experience the Beetle from all points of view, get to know its safety equipment and the lineup of engines and trim levels . We’ll also prepare you for any sales arguments you may encounter during your sales process . You’ll discover how to present the iconic and re-imagined Beetle to your customers .

Building a Competitive Comparison & Advanced Closing TechniquesCourse Number: 600554This course will introduce you to tips for successfully creating a vehicle competitive comparison to use in your evidence manual . In addition, you’ll be introduced to advanced closing techniques that can be used to attain more sales .

Building Your Business through Social MediaCourse Number: 701244The purpose of this course is to teach you how to use social media at your dealership in order to keep you more connected with your customers while increasing business and profit at your dealership . After completing this eLearning course, you should be able to:

y Explain the purpose and benefits of utilizing social media at your dealership

y Create goals for your social media platform

y Develop and implement your own social media strategy

y Manage your reputation through social media and third party sites

y Define success for your social media strategy

Web-Based Training


new Demo Drive Best PracticesCourse Number: 610474The Demo Drive can be the key to cementing a customer’s decision to purchase a Volkswagen . This module will examine the best practices necessary for a sales consultant to create a repeatable yet customized process for each and every customer . Available Q3 2017 .

e-Golf Product Introduction Course Number: 600943This course introduces e-Golf dealership employees to the unique and all-electric Volkswagen e-Golf . In this high-level overview, you will learn about the very first zero-emissions Volkswagen to be sold in the United States . It’s “all Golf, no gas”! In addition to covering the basics of electric vehicle tech-nology and what makes the e-Golf unique, you’ll gain insight into some of the competition, an intro-duction to the features found in the e-Golf, and how this vehicle presents a new and exciting vehicle choice for customers residing in ZEV vehicle-selling states and their eligible dealerships .

Funding SavvyCourse Number: VCIWB01FSVUpon completion, participants will be able to:

y Explain what is meant by full disclosure and how it relates to our values y Discuss how full disclosure promotes customer satisfaction y Complete financial documents clearly and accurately y List the Top 10 Funding Tips to prevent customer callbacks and funding delay

Golf and GTI Product Introduction (model years 2015 to present)Course Number: 600844 The 7th-generation Golf family is being touted as the safest, most fuel-efficient, and most fun-to-drive Golf of all time . In fact, the 7th-generation is very true to its reputation as the affordable German hot hatch, thanks to its localized North American production, revolutionized turbo engines, and all-new MQB platform architecture . In this Product Introduction WBT, you will learn:

y The unique value-to-fun proposition of the Golf family, thanks to North American production, MQB, and better value for the money than ever

y Many customer selling benefits and the competitive comparison landscape of the A7 Golf

y How Volkswagen has positioned the Golf family to be a more popular model than ever in our American product lineup

Golf R Product Introduction (model years 2015 to present)Course Number: 601644The 4th iteration of the Golf R is not only the fastest Golf to ever grace US shores, it’s also the most fuel-efficient and aerodynamic . The Golf R offers sporty dynamics and pure emotion to our true Volkswagen enthusiasts . In this eTraining and its accompanying post-assessment, you will learn which equipment and performance data are featured in the latest version of this very special Golf . Does a 292 hp 2 .0L TSI sound good to you? Launch this eTraining and learn more! Please be sure to complete both the Product Introduction and the Assessment for full course credit .

Web-Based Training


Hybrid and EV High Voltage SafetyCourse Number: 890104This course introduces dealership employees to Volkswagen Hybrids and the safety precautions that need to be observed that are unique to a hybrid vehicle . This course contains 2 paths, one for non-technical dealer employees and one for service employees, to highlight the procedures and precau-tions that need to be observed from different dealership roles .

new Introduction to CES ToolsCourse Number: 720174Volkswagen CES Tool offers reporting to show you what the voice of your customer is saying . This wed-based training demonstrates the ins and outs of using the reports and analysis to make mana-gerial decisions and work to improve your dealership’s performance .

Introduction to LeasingCourse Number: 600202This web-based training course promotes a quick start for those who need to learn Volkswagen’s approach to leasing . It is a prerequisite for the Lease Logic workshop .

After completing this course, participants should be able to:

y Describe Volkswagen customers and expectations

y List the sources and locations of Volkswagen leasing knowledge

y Define leasing terms

y Explain the benefits of leasing to the customer, dealership and brand

y Provide leasing information to prospects as required, correctly answering all of their questions

y Assist customers smoothly and completely throughout their leasing experience

y Implement leasing within their own dealership’s process and style

Intro to VESTCourse Number: 601344Volkswagen from A to Z – that’s what the Volkswagen Elite Sales Training (VEST) program stands for . If you’re interested in making a career as a Sales Consultant with Volkswagen, the VEST program could be the perfect fit for you . The Volkswagen brand, history, technology, innovations, products and of course the sale of Volkswagen models – you will learn about all of this throughout the VEST program and its three phases .

But that’s not all . The VEST program is an intensive training program that comprises eTraining web-based trainings (WBTs), instructor-led trainings (ILTs), and personalized coaching with your trainer .

If you have already been employed as a Volkswagen Sales Consultant, and are not yet Master-certified, you may also be eligible for VEST certification; work with your Sales Manager to determine if you are a VEST candidate as well!

Web-Based Training


Inventory Asset ManagementCourse Number: 601004Effective inventory management is strategic and proactive . In this course you will learn the four fundamental strategies that will give you the knowledge to make sound business decisions in fore-casting and inventory control . You will also learn the importance of tracking and monitoring your inventory, using key tools that make the job easier . The purpose of vehicle inventory management is turning inventory into profit, and this course will show you how to succeed in doing exactly that .Inventory Asset Management (continued)

After completing this course, you will be able to:

y Assess vehicle inventory and identify areas of opportunity

y Follow inventory management strategies to positively impact the bottom line

y Calculate how many units your dealership should be stocking

y Calculate how many times your inventory turns per year

y Calculate the cost to hold a unit in stock

y Identify aging inventory and implement strategies to move older units

y Calculate unit days supply and compare the number to dollar days supply

y Track key sales and inventory metrics regularly to effectively manage inventory

y Identify which VIM reports can help with regular inventory management tasks

Jetta Product Introduction (model years 2015 to present)Course Number: 600754The Jetta has always been the apple of the American eye when it comes to Volkswagen . In fact, more than 30 years after its initial introduction, in remains the best-selling European vehicle in the US market . Originally introduced for the 2011 model year, the sixth-generation Jetta went through some significant revisions and updates to be better-equipped, sportier, and more fuel-efficient than ever for the 2015 model year . Learn more about these changes and how the Jetta is still a very compelling choice for anyone considering an affordable, German-engineered car . In this eTraining, you will:

y Learn about the updates made to the Jetta’s engine choices

y Receive some basic information about competitors

y Understand the changes made to update the exterior, interior, and safety of the Jetta

Legal Compliance – Part ICourse Number: 622054This course is the first part of a two-part course which focuses on legal compliance .

Upon completion, participants will be able to:

y Explain how to comply with federal regulations as they apply to dealership finance operations

y Describe how to conduct financial transactions in an honest and ethical manner

y List the benefits of compliance with legal issues

y Demonstrate how to comply with selected federal regulations

Web-Based Training


Legal Compliance – Part IICourse Number: 622074This is the second part of a two-part course on legal compliance .

Upon completion, participants will be able to:

y List the selected federal regulations that apply to common dealership scenarios, such as contract elements, currency transactions, reporting, telemarketing, etc .

y Explain how dealerships must comply to each regulation

Maturity Manager – Application and Process (VCI)Course Number: VCIWB01MMVThis course offers an inside look at the Maturity Manager application and process .

Upon completion, participants will be able to: y Explain the benefits of Maturity Manager y Identify the four stages of the customer buying cycle y Describe how Maturity Manager can be used to build customer loyalty y Explain what Maturity Manager’s status colors mean y Describe the customer information it provides y List leading practices for using it effectively

MY2016 Infotainment: A New Generation of ConnectivityCourse Number: 601654Volkswagen is taking a significant step forward with advanced infotainment systems that are more connected, more intuitive, and more convenient . The new line-up of second generation touchscreen radios and navigation units is called MIB II . In this course, we will cover all the MIB II Units along with the new Car-Net features including App-Connect, Guide & Inform, and Security & Service .

new Needs Assessment Best PracticesCourse Number: 610374A good needs assessment is the bedrock of a strong sales process . The impressions formed in this step shape the entire interation between a sales consultant and a customer . This module examines how to efficiently build rapport with a customer while learning all the necessary information to craft the perfect presentation and create long term success . Available Q4 2017 .

new New Tiguan Product IntroductionCourse Number: 610174Since it debuted in the 2009 model year, the Tiguan has always been a vital part of the Volkswagen lineup, but as the compact segment has grown it has become even more crucial . This module will lay out the all new 2018 Tiguan and detail the advantages and benefits of its new features and technolo-gies in an increasingly competitive segment .

Web-Based Training


OMD Web VW DealerCourse Number: 601143This Web Based Training Course is an introduction to using OMD Web for ordering, locating and trading vehicles . At the end of this course you will be able to:

y Navigate the home page features & functions

y Manage your MBO allocation

y Place sold orders

y Locate vehicles and perform dealer trades

y Report vehicles sold

Overview of Volkswagen ProductsCourse Number: 600104What sets Volkswagen vehicles apart from other vehicles? It’s Volkswagen’s unique features, and owners that appreciate what Volkswagen has to offer .

After completing this course, you will be able to: y Understand the unique selling features found on Volkswagen models y Equip yourself with information to better enable you to answer your customer’s questions y Explore sample customer profiles to better understand the Volkswagen customer, and what they expect from their Volkswagen experience

Passat Product Introduction (model years 2016 to present)Course Number: 600454The Passat made its debut in the United States a quarter-century ago, and the latest-and-greatest Passat has been 25 years of greatness in the making! In this eTraining for the new 2016 Passat, you will learn about the exciting new infotainment, driver assistance, and comfort features of the Passat, as well as gain insight into the attractive and thoughtful redesign of the car, and of course find out how this Passat stacks up against the competition . After completing this eTraining for the Passat and its companion Knowledge Check, you are sure to agree that the 2016 Passat is the #BestPassatEver!

Plug It In: Charging the e-Golf Course Number: 601043This course introduces e-Golf dealership employees to the unique and all-electric Volkswagen e-Golf and a concept new to Volkswagen dealer personnel here in the US – charging an electric vehicle . This eLearning will take you through the various methods that are available to “fuel” the e-Golf with the electricity it needs to power you down the road . You’ll also learn about the at-home charging solu-tion, as well as special considerations for e-Golf customers to charge “on-the-go” at charging stations nationwide .

Web-Based Training


Staying Connected with Car-Net Course Number: 600164Volkswagen endeavors to offer your customers more ways than ever to remain connected to their car, their life, and to stay up-to-date with the latest traffic, weather and more, with Volkswagen Car-Net . This term encompasses three areas of customer connectivity: Guide & Inform, App-Connect, and Security & Service . After completing this course, you will:

y Be able to articulate the benefits of the SiriusXM Travel Link and Traffic integration as part of Car-Net Guide & Inform

y Be able to articulate the benefits of the smartphone integration via Apple CarPlay, Android Auto, and MirrorLink as part of Car-Net App-Connect

y Be able to articulate the benefits of the multiple areas of remote vehicle access, vehicle health monitoring, family guardian features, and more, as part of Car-Net Security & Service

Touareg Product Introduction (model years 2015 to present)Course Number: 600954The Touareg is known as the flagship vehicle of the Volkswagen brand in North America, and the refreshed and revised Touareg embodies its flagship status more than ever . The Touareg is equally-impressive as a luxury SUV as well as a fully-capable all-terrain vehicle . Get to know the elegant design, the premium-class comfort, and the everyday practicality of the Touareg . In this Product Training eLearning and its accompanying Post-Assessment, you will also learn about:

y The many interior and exterior updates and changes to the Touareg

y The full suite of available Driver Assistance features

y The main competitors to the Touareg

new Volkswagen CareCourse Number: 601243Understanding how the Volkswagen Care and Volkswagen Care Plus programs work for your customers can positively impact their perception of the cost of ownership . According to J .D . Power, high maintenance costs have been a reason why customers rejected our brand . The Volkswagen Care programs, beginning with Carefree Maintenance, can change this perception . This course will help you understand how the Volkswagen Care programs work and how to sell them to your customers .

When this course is completed you will have an understanding of:

y The specifics of the Volkswagen Care and Volkswagen Care Plus programs

y The benefits of Volkswagen Care and Volkswagen Care Plus to customers and dealers

y Selling tips and techniques on how to overcome objections-How to use the Volkswagen Care Man-agement System for filling out, submitting and searching for contracts

new Volkswagen Drive Easy Vehicle Protection ProductsCourse Number: VCIWB01FPVW17Upon completing this course, you will be able to:

y Take advantage of the program to build your business

y Communicate the value of the products to the customer

y Match products to customers

y Describe the benefits and exclusions of each product

y Locate resources and sources of current information

Web-Based Training


Welcome to VolkswagenCourse Number: 601104As a new member of the Volkswagen family, you’re more than just an employee; you are now the face of Volkswagen . To help you understand your new family a little better, this course is designed to give you some background on Volkswagen as a company: how we got here and where we’re going . It is also designed to give you information on where to discover more about VW as well as access to useful tools and other training .

After completing this course, participants should be able to:

y Describe a basic history of Volkswagen

y Describe the main ideas behind the essence of the Volkswagen Brand

y Identify the companies of Volkswagen AG

y Identify and access available online resources

y Identify sources for continued learning at VW

new Working Out the DealCourse Number: VCIWB01WODV17After completing this course, you will be able to:

y List the five components of Working Out the Deal in the J .D . Power and Associates annual Sales Satisfaction Index (SSI)

y Implement leading practices for ensuring customers satisfaction with every portions of the finance process


Continuous Learningnew Continuous Learning on VW Cup

First Quarter Course Number: 600174

Second Quarter Course Number: 600274

Third Quarter Course Number: 600374

Fourth Quarter Course Number: 600474Success means more than just knowing facts and figures about Volkswagen models . It means knowing how to use what you know to enhance perception of the Volkswagen brand by providing an exceptional experience for every customer at your dealership . Continuous Learning is designed to help you build the knowledge and skills you need to best represent the Volkswagen brand through a series of short training segments with actionable items you can do to make a difference .

Upon completing your Continuous Learning requirements, you will be able to:

y Better understand new Volkswagen technologies and features

y Take what they have learned and apply it directly to customer interactions

y Explain new technologies in a clear and concise format

In order to receive credit for Continuous Learning requirements, participants must:

y Complete the required number of training segments

y Successfully pass all required assessments

Certification 2017 • After Sales Course Catalog 1

Contents

Distance Learning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Advanced Parts Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Advanced VW Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Intro to Volkswagen Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

new Parts and System Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3


Customer Oriented Service Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Intro to VW Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Managing Parts Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Professional Selling in Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Volkswagen Leadership Excellence: Series I Foundational Leadership . . . . . . . . . . . . . . . . . . . .5

Volkswagen Leadership Excellence: Series I Foundational Operations . . . . . . . . . . . . . . . . . . . .5

Volkswagen Leadership Excellence Series II: Advanced Leadership . . . . . . . . . . . . . . . . . . . . . .5

new Volkswagen Leadership Excellence Series II: Advanced Operations . . . . . . . . . . . . . . . . . . .5

Web-Based Training and Self-Study Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Advanced Accessories Selling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Building Your Business through Social Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Documentation Best Practices for Repair Orders and Customer Invoices . . . . . . . . . . . . . . . . . .6


Increasing Customer Loyalty Through Goodwill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Intermediate Claim Coding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

new Interpreting GFF Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

new Introduction to CES Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Certification 2017After Sales Course Catalog

Certification 2017 • After Sales Course Catalog2

Introduction to ElsaPro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Introduction to ETKA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Introduction to SAGA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Introduction to the Service Core Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Introduction to Volkswagen Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Overview of Volkswagen Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

new Paint & Corrosion Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

new Parts Inventory Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

new Parts Inventory Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Parts on Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Preliminary Claim Coding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

new Reviewing VTA Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Selling in Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Service Core Process: Dispatch & Diagnosis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Service Core Process: Follow-Up for a Positive Customer Experience . . . . . . . . . . . . . . . . . . 11

Service Core Process: Initiation & Write-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Service Core Process: Parts Procurement & Servicing the Vehicle . . . . . . . . . . . . . . . . . . . . . . 12

Service Core Process: Quality Control & Interactive Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Staying Connected with Car-Net . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Volkswagen Car-Net Service Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Volkswagen Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

new Volkswagen Care Service & Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Volkswagen Warranty Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Warranty Parts Portal Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Welcome to Volkswagen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Welcome to the Volkswagen Parts Department . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15



Distance Learning

Advanced Parts OperationsCourse Number: 430266The Volkswagen Advanced Parts interactive distance training is designed for Parts Managers and Parts Consultants to gain knowledge and practice skills that will improve the efficiency, productivity, and sales of the Parts Department at the dealership . This course consists of two 90 minute modules which cover a wide variety of topics including:

y Module One – Advanced ETKA, Infoline and What’s New in ETKA 7 .5

y Module Two – Terms of Trade, Inventory Control, and On-line Tools and Resources

Advanced VW WarrantyCourse Number: 750742 • Duration: Three 90-minute sessions, consecutive weeksBeing a Volkswagen Warranty Administrator involves more than simply entering claims . In this distance learning program, you will enhance your knowledge by learning how to work with more complex claims and warranty scenarios . The three, 90-minute advanced sessions will provide Warranty Administrators an overview of labor operations, diagnosis, documentation and more! If you prefer classroom instruction, this program is also available to you in ILT format and either program will meet your certification requirements .

Intro to Volkswagen WarrantyCourse Number: 750042In this exciting distance-learning program created for those that are new to Volkswagen Warranty, you will build the foundation for success . Each of the three, 2-hour sessions will provide new Warranty Administrators an overview on the Warranty website (WISE), vendor codes, ElsaPro, SAGA and more! If you prefer classroom instruction, this program is also available to you in ILT format and either program will meet your certification requirements .

new Parts and System ProcessesCourse Number: 430166Parts Systems and Processes is an interactive distance-learning program covering both basic and advanced skills for Volkswagen Parts Professionals . Within the four 90-minute on-line modules you will interact with your instructor and peers through a series of activities, poll questions and knowl-edge checks . Whether you are new to the Parts Department or would like to learn new skills and shortcuts, this course has something for you .

Topics that will be covered include:

y Module 1: Parts Numbering and Basic ETKA Skills

y Module 2: Advanced ETKA Functions

y Module 3: Using Order Forms, Infoline and Supportweb

y Module 4: Parts on Command


Instructor-Led Training Courses

Customer Oriented Service ProcessCourse Number: 710142 • Duration: 3 DaysThis course covers the specific skills and practices necessary to deliver a customer focused Volkswagen ownership experience in every facet of the service process . It’s well known that Service Consultants have a critical impact on the dealership and brand perception, and this course will ensure that Service Consultants improve their professional presence, customer focus and selling skills .

Intro to VW WarrantyCourse Number: 750842 • Duration: 1 DayIn this Instructor-Led Training, created for those who are new to Volkswagen Warranty, you will build the foundation for success . By the end of this 1-day training, new Warranty Administrators will be able to successfully demonstrate knowledge of the Warranty Website (WISE), vendor codes, ElsaPro, SAGA and more!

Managing Parts InventoryCourse Number: 740142 • Duration: 2 DaysParts Managers will build analytical skills to assist them in identifying operational gaps and oppor-tunities such as the Next-Day Stock Order (NDSO), Suggested Stocking Analysis (SSA), and the Parts Performance Bonus (PPB) to enhance department efficiency . Once participants have identified oppor-tunities they will develop solutions and action plans to manage their parts departments more effec-tively to increase revenue, level of service, retail business and customer satisfaction . The course will focus on how the Parts Department must work together with other departments at the dealership to ensure Customer Satisfaction . By the end of the course, participants will be able to:

y Identify how the Parts Department affects Customer Satisfaction and take steps toward continually improving the customer experience

y Analyze the Parts Department inventory to identify opportunities to improve fill rates, net profit, and coverage, eliminate obsolescence and increasing Service Department productivity and effi-ciency

y Apply parts management benchmarks and best practices to increase parts sales, and manage capital and margin

y Apply a problem-solving methodology to find solutions to day-to-day challenges in the Dealership

Professional Selling in ServiceCourse Number: 710242 • Duration: 1 DayThis 1-day course is will provide Service Consultants and Service Managers with important customer care skills and an understanding of how to make work life more efficient . Further, it will empower participants with selling techniques and the opportunity to practice these skills before returning to work .

Instructor Led Training


Professional Selling in Service (continued)

After completing this course, participants will be able to:

y Apply communication skills and techniques to develop effective relationships with customers and workers

y Build lasting customer relationships by executing he service process consistently and professionally

y Retain customer base beyond the warranty period by developing strong personal relationships with individual customers

y Positively impact the measurable statistics of the Service Department

y Increase labor and parts sales through application of consultative selling skills

y Improve personal performance, dealership profitability and customer satisfaction .

Volkswagen Leadership Excellence: Series I Foundational LeadershipCourse Number: 620152 • Duration: 3 DaysThe Volkswagen Leadership Excellence Series, Foundational Leadership is designed for Sales, Service and Parts Managers providing them with the tools and resources necessary to develop, and increase, their leadership skills and knowledge . Using a blended learning approach the participants will benefit from web-based training through intensive instructor-led courses and ending with in-dealership follow-up from their instructor .

Volkswagen Leadership Excellence: Series I Foundational OperationsCourse Number: 620252 • Duration: 2 DaysThis two-day course for Sales and Service Managers will focus on the skills and behaviors needed to effectively manage the processes and operation Key Performance Indicators (KPIS) for their depart-ments . This course will provide a unique perspective, as Sales and Service Managers will work together to understand how they impact the overall profitability of the dealership, customer satisfac-tion and retention . Managers will have the opportunity to evaluate their own department’s perfor-mance and create action plans to improve KPIs in both Sales and Service .

Volkswagen Leadership Excellence Series II: Advanced LeadershipCourse Number: 620162 • Duration: 3 DaysThe 3-day Volkswagen Leadership Excellence Series, Advanced Leadership picks up where the foun-dational course left off . This course is designed for Sales, Service and Parts Managers providing them with expanded tools and resources to develop, and further increase, their leadership skills and knowl-edge .

new Volkswagen Leadership Excellence Series II: Advanced OperationsCourse Number: 620172 • Duration: 2 DaysThis two-day course for Sales and Service Managers will further refine the skills and behaviors needed to effectively manage the processes to successfully achieve Key Performance Indicators (KPIS) for their departments . This course will provide a unique perspective, as Sales and Service Managers will work together to understand how jointly they impact the overall profitability of the dealership, customer satisfaction and retention . Managers will have the opportunity to evaluate their own department’s performance and create action plans to improve KPIs in both Sales and Service .


Web-Based Training and Self-Study Programs

Advanced Accessories SellingCourse Number: 701044This course demonstrates specific skills that help you sell Genuine Volkswagen accessories . With a focus on actionable skills you will discover ways to identify needs, engage with customers and recom-mend accessories in a way that will increase the likelihood of a purchase decision . By the end of this course, you should be able to:

y Explain how to identify potential customer accessory needs

y Describe how to target specific accessories to each customer

y Demonstrate the difference between selling a “feature” and its benefit

y Explain how to overcome customer objections

y Demonstrate an ability to perform a “soft close” and to ask for the sale

Building Your Business through Social MediaCourse Number: 701244The purpose of this course is to teach you how to use social media at your dealership in order to keep you more connected with your customers while increasing business and profit at your dealership . After completing this eLearning course, you should be able to:

y Explain the purpose and benefits of utilizing social media at your dealership

y Create goals for your social media platform

y Develop and implement your own social media strategy

y Manage your reputation through social media and third party sites

y Define success for your social media strategy

Documentation Best Practices for Repair Orders and Customer InvoicesCourse Number: 701144 This WBT explores the impact of Repair Order and Customer Invoice documentation on customer satisfaction . In addition, you’ll find information on the Better Business Bureau’s Customer Dispute Resolution process . Documentation best practices are also shared, along with guidance on how to address unique situations .

Hybrid and EV High Voltage SafetyCourse Number: 890104This course introduces dealership employees to Volkswagen Hybrids and the safety precautions that need to be observed that are unique to a hybrid vehicle . This course contains 2 paths, one for non-technical dealer employees and one for service employees, to highlight the procedures and precau-tions that need to be observed from different dealership roles .



Increasing Customer Loyalty Through Goodwill Course Number: 701744The Customer Loyalty Assistance Program equips you to offer goodwill, but it’s important to know how to identify the correct customer, the correct occasion, and how to present the appropriate good-will offer . The purpose of this course is to help you understand:

y What the Customer Loyalty Assistance Program is and how it works

y How to identify the right candidates for Customer Loyalty Assistance

y How to present those offers

y How claims work

y How self-authorization works at your dealership

Intermediate Claim Coding Course Number: 759934This course will help you learn the importance of checks and balances before entering a warranty claim and guaranteeing the claim will stand up upon review by Volkswagen . Additionally, you’ll learn what’s involved in reviewing a claim for accurate information, verifying supporting documentation, understanding how to navigate system tools used for coding and how to maneuver systems efficiently .

new Interpreting GFF LogsCourse Number: 750164In this eLearning, you will learn more about how to read, interpret, save and resume Guided Fault Finding (GFF) logs .

new Introduction to CES ToolsCourse Number: 720174Volkswagen CES Tool offers reporting to show you what the voice of your customer is saying . This wed-based training demonstrates the ins and outs of using the reports and analysis to make managerial decisions and work to improve your dealership’s performance .

Introduction to ElsaPro Course Number: 700444ElsaPro, a world-wide application which replaces ElsaWeb, is designed to work smoothly in your dealership’s Service Department to provide more efficient, accurate and time saving operations in all areas of the Service Core Process . The Introduction to ElsaPro WBT will cover ElsaPro Navigation and explores the role of ElsaPro within the Service Core process . Also examined are the benefits of DMS integration with ElsaPro .At the completion of this course, you will be able to:

y Demonstrate understanding of the benefits of ElsaPro

y Demonstrate the Application of the new ElsaPro features as related to the Service Core Process

y Demonstrate understanding of the benefits of DMS integration with ElsaPro

y After completion of this course, additional modules will be available which will cover use of ElsaPro with specific DMS providers .



Introduction to ETKACourse Number: 401203 SSPETKA 7 .3 brings you numerous new features and capabilities to make your job of satisfying customers even easier . This ETKA Self-Study Program is designed to help you walk through and begin to learn the navigation, features, and functions of ETKA 7 .3 at your own pace .

Introduction to SAGACourse Number: 753704This overview course describes the basic functions of the SAGA system . It will explore the SAGA inter-face and the function of tabs, icons and data fields . It will explain how to find help within the system, as well as the basic flow of claims through SAGA . Upon completion, learners will be able to access and use the SAGA system as well as find and track claims . Objectives: By the end of the course, the participant will be able to:

y Explain the basic functions of the SAGA system

y Describe functions of specific icons and tabs within the SAGA interface

y Outline the flow of a claim through SAGA

y Use SAGA for entering, processing, and tracking claims

y Discover Help resources within the system

Introduction to the Service Core ProcessCourse Number: 701844Description: This course is an introduction to the Volkswagen Service Core Process . It explains the steps in the process and the roles and responsibilities in each step as well as how all steps in the process are designed to support delivery of a consistently high-quality customer experience . The course also models effective behaviors that support teamwork among After Sales staff (including Dispatch, Parts, Service Consultants, Technicians, Warranty Administrators and Cashiers) to meeting customer expectations of the Volkswagen service experience .

After completing this course, participants will be able to:

y Describe the steps in the Service Core Process

y Explain the roles played in the process and the people responsible

y Explain how the Service Core Process supports a positive customer experience

y Locate and use relevant tools and resources to improve your skills

Introduction to Volkswagen AccessoriesCourse Number: 710154This course is designed to build your knowledge of Volkswagen Accessories and provide you with the tools and techniques to develop an accessories strategy at your dealership . As you learn more about the types of accessories as well as how to prepare your dealership to sell accessories, you will be able to experience more success selling Volkswagen Accessories . By the end of this training, you should be able to:



Introduction to Volkswagen Accessories (continued)

y Show how you, your dealership and the customer benefit when they purchase genuine Volkswagen Accessories

y Demonstrate knowledge of how and when to introduce accessories to customers

y Recognize the benefits of Dealer-installed and Port-installed accessories as well as packaging accessories together with installation

Locate the available tools that support an increase in accessories sales and marketing at the dealer-ship (PoP, display vehicles)

Overview of Volkswagen Products Course Number: 600104What sets Volkswagen vehicles apart from other vehicles? It’s Volkswagen’s unique features, and owners that appreciate what Volkswagen has to offer .

In Overview of Volkswagen Products, you will:

y Learn about the unique selling features found on Volkswagen models

y Equip yourself with information to better enable you to answer your customer’s questions

y Explore sample customer profiles to better understand the Volkswagen customer, and what they expect from their Volkswagen experience

new Paint & Corrosion CoverageCourse Number: 750264In this eLearning, you will learn how to set up, save, update, and close Volkswagen Technical Assistance (VTA) cases .

new Parts Inventory BasicsCourse Number: 400674This course starts with the basic concepts of inventory organization, then moves to everyday tasks such as keeping parts in stock . Once we’ve covered the basics, we’ll move on to the higher-level ideas that will help you manage your department’s performance . If you are new to parts management, this is your chance to learn the basics . If you are a veteran, you will be able to move quickly through the course, using it as a refresher .

In this course, participants will:

y Define key inventory management terms

y Understand the importance of a parts process

y Identify an effective process for your Parts Department

y Know how to organize your parts inventory for best results

y Ensure you have the parts you need – and only the parts you need



new Parts Inventory ManagementCourse Number: 400774In this eLearning, you will learn more about the standards and practices of parts inventory manage-ment, along with how to effectively measure your effectiveness .

In this course, participants will:

y Identify ways to analyze inventory performance based on KPIs

y Understand how to utilize tools – like the Parts Statistical Analysis Report – effectively

y Explain how NDSO and SSA influence your inventory management decisions

y Explain why regular maintenance is an important part of a dynamic inventory management strategy

y Apply strategic purchasing and inventory reduction adjustments to optimize parts revenue

y Develop effective inventory management techniques for special stocking situations

Parts on CommandCourse Number: 430164Parts on Command is the tool that dealers use to order Parts . This Parts On Command (POC) web-based training will provide you with the knowledge to make you comfortable and effective while using POC, so you are able to:

y Use POC to look up material information, invoices, and order tracking

y Streamline processes by eliminating order delays and duplications

y Navigate quickly to whatever POC function you need to use

y Provide the input that produces the results you want

y Follow a sequence of steps so that you do not need help for routine transactions

Preliminary Claim CodingCourse Number: 759834This course is an introduction to the fundamentals of Warranty Claim Coding . Understanding and using these codes correctly will help ensure accurate claim input and timely payment . Included in the course are modules on; Service Numbers, Damage Codes, Claim Types, Labor Operations, Time Units, Part Manufacturer/Vendor Codes, and Additional Resources .

new Reviewing VTA CasesCourse Number: 750365In this eLearning, you will learn more about how to set up, save, update, and close VTA cases .

Selling in ServiceCourse Number: 701644In this eLearning, you will discover what skills and behaviors are needed to become a successful sales professional in the Service Department . The perception of being a “sales guy” can have negative connotations in the automotive business . The purpose of this course is to break that perception and acknowledge that Service Consultants ARE in the business of selling, and it’s ok! By the end of this course, you will be able to:

y Understand basic sales skills

y Describe how to implement the sales process in After Sales

y Leverage relationship-based selling techniques to increase sales in After Sales

y Create a monthly sales goal



Service Core Process: Dispatch & DiagnosisCourse Number: 702044Once the customer has agreed to have their car serviced at your dealership, it is up to you to deliver . Beginning with Service Initiation, how well you execute each step of the Service Core Process will significantly impact the following step . This course will teach effective Dispatch and Diagnosis procedures including: Prioritizing the RO; scheduling the work; and preparing the vehicle for service . Following best practices from the Volkswagen Service Core Process through Dispatch and Diagnosis will promote transparency throughout the Dealership and make Authorization and Associated Selling more seamless and comfortable for both you and the customer .

By the end of the course, participants will be able to:

y Explain the benefits of proper Dispatch and Diagnosis

y Properly utilize shop resources to ensure timely dispatch of all work

y Properly document a repair order

y Properly handle any “no problem found” situation

y Ensure the vehicle is Fixed Right the First Time

y Locate and use relevant tools and resources to improve your skills and create a more positive customer experience

Service Core Process: Follow-Up for a Positive Customer ExperienceCourse Number: 702444Follow Up is the key to closing the loop with the customer, and includes contacting the customer after taking delivery of the serviced vehicle in order to show appreciation for their business and to gauge their satisfaction with the service experience . Following best practices from the Volkswagen Service Core Process through Follow Up will strengthen the trusting relationship between you and your customer and help procure repeat business, referrals, and future success for you and your dealership .


y Explain the benefits of following up with the customer

y Establish an internal Follow Up process with every customer

y Properly prepare customers for external Follow Up

y Demonstrate how to properly react to customers who indicate concern with service


Service Core Process: Initiation & Write-UpCourse Number: 701944When customers call or walk into a Volkswagen Service Department, do they find themselves immersed in a customer-focused process? Are they treated in the manner they’ve come to expect from doing business with other high-end retailers? What, in fact, do customers expect during Service Reception? This course presents best-practices to ensure customers will feel welcome, listened to, and appropriately handled during the Service Initiation and Write Up steps of the Service Core Process . Delivering a customer-focused experience up front in the process builds trust, repeat business and greater loyalty to you as well as to your dealership .



Service Core Process: Initiation & Write-Up (continued)


y Understand customer expectations for Service Reception

y Recognize processes, practices and behaviors that are not customer-focused

y Identify, incorporate and apply best practices to meet specific customer expectations

y Identify and eliminate potential Dealership obstacles in the Service Initiation and Write-up steps of the Service Core Process

y Recognize the importance and benefits of properly following the Volkswagen Service Core Process

y Deliver results that meet and exceed customer expectations


Service Core Process: Parts Procurement & Servicing the VehicleCourse Number: 702244Properly servicing the customer’s vehicle means: procuring all necessary parts for each repair and staying informed of any issues; working systematically and according to the repair manual and main-tenance schedule, and confirming that all work specified is completed and concerns are resolved to the satisfaction of the customer; verifying that requested service(s) have been performed and prop-erly documented on the repair order; and returning the vehicle to the customer in better condition than when it was dropped off . Following best practices from the Volkswagen Service Core Process through Vehicle Service will promote a trusting relationship between you, the Technician, and your customer and help ensure expectations are exceeded .


y Explain the benefits of following the Volkswagen process for servicing the vehicle

y Maintain a constant stream of communication with the customer

y Ensure the vehicle is fixed right the first time



Service Core Process: Quality Control & Interactive Delivery Course Number: 702344The customer’s service experience doesn’t end as soon as any repairs are finished . It is critical that you deliver the serviced vehicle back to the customer in an interactive manner that demonstrates completion of all work and ensures that the customer understands the work, charges and value received . This step can make or break the customer’s experience with their dealer as it creates a lasting impression of the dealership’s professionalism and level of expertise . Following best practices from the Volkswagen Service Core Process through Interactive Delivery will help ensure the custom-er’s experience is positive and that they’re comfortable with you and your Dealership .


y Explain the benefits of performing an Interactive Delivery

y Explain the steps involved for a proper vehicle delivery





Staying Connected with Car-Net Course Number: 600164Volkswagen endeavors to offer your customers more ways than ever to remain connected to their car, their life, and to stay up-to-date with the latest traffic, weather and more, with Volkswagen Car-Net . This term encompasses three areas of customer connectivity: Guide & Inform, App-Connect, and Security & Service . After completing this course, you will:




Volkswagen Car-Net Service LeadsCourse Number: 601444The Volkswagen Car-Net Service Leads portal offers significant profit opportunities for your dealer-ship . When used correctly, it will provide diagnostic and maintenance information to help keep your customer’s vehicle running in top condition while providing additional service maintenance opportu-nities . The course objectives include:

y The Volkswagen Car-Net Service Leads portal is a window into your Car-Net customer’s service lifecycle that can generate additional service opportunities for your dealership

y With the monthly Vehicle Health Report, you can automatically track the service condition of a customer’s vehicle and, when needed, send reminders for maintenance and service repairs .

It’s a powerful tool that can help you grow the service business in your dealership .

Volkswagen Care Course Number: 601243Understanding how the Volkswagen Care and Volkswagen Care Plus programs work for your customers can positively impact their perception of the cost of ownership . According to J .D . Power, high maintenance costs have been a reason why customers rejected our brand . The Volkswagen Care programs, beginning with Carefree Maintenance, can change this perception . This course will help you understand how the Volkswagen Care programs work and how to sell them to your customers . When this course is completed you will have an understanding of:

y The specifics of the Volkswagen Care and Volkswagen Care Plus programs

y The benefits of Volkswagen Care and Volkswagen Care Plus to customers and dealers

y Selling tips and techniques on how to overcome objections

y How to use the Volkswagen Care Management System for filling out, submitting and searching for contracts

new Volkswagen Care Service & WarrantyCourse Number: 750574In this eLearning, you will learn more about how to create a Volkswagen Care or Care Plus contract, check for Volkswagen Care coverage, submit a SAGA claim for Volkswagen Care, and manage Volkswagen Care refund requests .



Volkswagen Warranty BasicsCourse Number: 705144The purpose of this web-based training is to build your knowledge of Volkswagen Warranty and provide you with tools and techniques to understand and successfully communicate the intricacies of Volkswagen Warranty with your customers . By the end of this training, you should be able to:

y Identify the purpose and benefits of warranty

y What is warranty and how does it work

y Identify roles in your dealership as they relate to warranty administration, the Volkswagen customer and your internal process

y Properly identify the available warranties and coverage

y Demonstrate the ability to locate and access Volkswagen warranty resources

y Identify and access available special programs

Warranty Parts Portal OverviewCourse Number: 750167In a dealership, returning parts based on requests from the manufacturer is a critical part of the Warranty Claim process . VWGoA has made process improvements and streamlined how dealers access and fulfill part return requests, which is outlined in this video-based eLearning . Participants will learn the various functions of the Warranty Parts Portal to ensure proper shipment, tracking and debiting of all warranty parts requested for return .

Welcome to VolkswagenCourse Number: 601104As a new member of the Volkswagen family, you’re more than just an employee; you are now the face of Volkswagen . To help you understand your new family a little better, this course is designed to give you some background on Volkswagen as a company: how we got here and where we’re going . It is also designed to give you information on where to discover more about VW as well as access to useful tools and other training .After completing this course, participants should be able to:

y Describe a basic history of Volkswagen y Describe the main ideas behind the essence of the Volkswagen Brand y Identify the companies of Volkswagen AG y Identify and access available online resources y Identify sources for continued learning at VW



Welcome to the Volkswagen Parts Department Course Number: 430604This course for Parts Managers and Parts Consultants is an introduction to an Volkswagen Parts Department . The course covers the basic information needed to be able to begin practicing the Parts processes of deciphering VINs, understanding part numbers, and of looking up and ordering a part for a specific vehicle . The course will model these processes, which form the basis of a successful customer experience . The course will also cover the available online Parts resources, which support success in the Parts Department .After completing this course, you will be able to:

y Describe the part numbering system

y Identify a part by main group and sub-group, as well as modification code, color code, and remanu-factured parts indicators if applicable, using the part numbering system

y Describe the process of decoding VIN numbers

y Describe some highlights of ETKA

y Describe the functions of Parts On Command

y Demonstrate how to explore ETKA, Parts On Command, and vwhub .com

y List available Parts resources that can contribute to your success














Certification 2017 • Technical Course Catalog 1

Contents


Automatic Transmission: Operation and Diagnosis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Brakes, Handling and Safety Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Diagnosis and Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Diagnostic Technician Exam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Diagnostic Technician Hands-On Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

e-Golf: Get Plugged In for Technicians . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Electrical Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Engine Management Systems – Level I . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Engine Management Systems – Level II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Engine Mechanical Diagnosis and Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Heating, Air Conditioning and Climate-Control Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

High Voltage Technician (HVT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Input and Output Diagnosis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Manual Transmission – Operation and Diagnosis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Networking Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

TDI Diesel Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Volkswagen Alignment and Driver Assist Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Volkswagen Convertibles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Volkswagen Electrical Diagnosis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Volkswagen Leadership Excellence Series I: Foundational Leadership . . . . . . . . . . . . . . . . . . . .8

new Volkswagen Leadership Excellence Series I: Foundational Operations . . . . . . . . . . . . . . . .8

Volkswagen Scan Tools and ODIS Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Certification 2017Technical Course Catalog

Certification 2017 • Technical Course Catalog2

Web-Based Training Courses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Documentation Best Practices for Repair Orders and Customer Invoices . . . . . . . . . . . . . . . . . .9

How to Read Wiring Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9


Introduction to Automatic Transmissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Introduction to Electrical Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Introduction to ElsaPro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Introduction to Engine Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Introduction to Manual Transmissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Introduction to Volkswagen Alignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Introduction to Volkswagen Networking Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

new Service Xpress II Video Series . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Staying Connected with Car-Net . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

The Volkswagen 2 .0L Third Generation TDI Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Volkswagen Braking Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Volkswagen Heating, Ventilation and Air Conditioning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Volkswagen Warranty Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11



Instructor-Led Training CoursesStudents should bring applicable printed Self-Study Programs to class .

Automatic Transmission: Operation and DiagnosisCourse Number: 851502 • Duration: 3 DaysAutomatic Transmission: Operation and Diagnosis 851502 teaches technicians automatic transmission operation, identification, maintenance checks, diagnosis, selected repair procedures and road testing .

After attending this course, the technician will be able to:

y Identify the various components involved in automatic transmission operation

y Demonstrate understanding of the differences between the various Volkswagen automatic trans-missions .

y Perform an effective road test to verify customer concerns and evaluate the condition of the trans-mission

y Follow a logical diagnosis and repair process

y Determine probable failures from the clutch and solenoid application charts

y Identify problems with fluid level and condition

y Set the fluid level according to specifications

y Use special tools to diagnose and repair customer’s transmission related concerns

y Identify the root cause of a transmission operating concern or failure

y Address common concerns and repairs

Brakes, Handling and Safety SystemsCourse Number: 860152 • Duration: 3 DaysThe Brakes, Handling, and Safety Systems three-day course explores the operation, diagnosis and repair of brakes, handling, and airbag systems on current model vehicles . Upon completion of this class, technicians will be able to:

y Perform the following on ABS and ESC systems:

y Describe a logical approach

y Monitor normal system operation using Measuring Value Blocks

y Verify system operation using solenoid output checks

y Perform system diagnosis to locate ABS & ESC concerns

y Perform component testing and basic settings

y Confirm proper system operation after repairs

y Perform the following on airbag and safety systems:

y Identify and locate airbag and safety system components

y Locate service information for key airbag-related procedures

y Diagnose airbag system concerns

y Follow procedures for airbag systems

y Perform wiring repairs on airbag wiring harnesses, using the VAS 1978 wiring repair kit

y Complete required administrative, safety and environmental procedures .



Diagnosis and DocumentationCourse Number: 811602 • Duration: 2 DaysDiagnosis and Documentation 811602 is designed to reinforce core competencies for technicians to help them develop better diagnostic and documentation skills .

After completing this course, the technician will be able to: y Apply the repair logic process to repair failures on current Volkswagen models y Document your processes y Understand what the Warranty team requires for a successfully completed repair order y Use the repair order as an effective communication tool

Diagnostic Technician Exam Course Number: 800232 • Duration: 2 DaysThis course is the follow up to the Diagnostic Technician course 800132 . This will be an individual series of assessments on diagnosing Volkswagen vehicles . Participants will be awarded a pass or fail grade determined by the results of the activities in the course .

Diagnostic Technician Hands-On Assessment Course Number: 800132 • Duration: 2 Days The course will assess the technicians ability to diagnose several different types of concerns and properly document these repairs .

The course will consist of hands on exercises, written tests and verbal communication skills .

Upon completion of this course the participant will be aware of his/her strengths and weaknesses and have the opportunity to improve on these skills prior to attending the 800232 Diagnostic Techni-cian Assessment course .

e-Golf: Get Plugged In for TechniciansCourse Number: 890242 • Duration: 2 DaysThe participant will be introduced the the e-Golf, Volkswagen’s electric vehicle . Functionality, tech-nology and service procedures will be discussed and practiced .

Electrical SystemsCourse Number: 871600 • Duration: 3 DaysElectrical Systems 871600 teaches technicians electrical theory, circuit design, wiring diagrams, diag-nostic procedures and wiring repair .

After completing this course, the technician will be able to diagnose and repair electrical faults using Volkswagen’s resources and tools .

Technicians are encouraged to bring their own multimeter (DVOM) to the course .

Engine Management Systems – Level I Course Number: 841002 • Duration: 3 DaysEngine Management Systems – Level I 841002 teaches technicians the proper skills and procedures needed to test, diagnose and repair current engine systems .

After completing this course, the technician will be able to: y Understand the theory of operation of the components in the engine management system y Use current service repair information to locate proper procedures and specifications y Perform testing of electrical, fuel and intake systems



Engine Management Systems – Level I (continued)

y Understand OBD II standards and readiness code-setting procedures y Perform diagnosis using the Scan Tool y Perform pin-out tests using the VAG 1598 and VAG 1594

Engine Management Systems – Level IICourse Number: 842002 • Duration: 3 DaysEngine Management Systems – Level II 842002 allows technicians the opportunity to practice the application of critical thinking skills and repair logic with regard to a variety of drivability concerns . The technician will think beyond the printed repair information to isolate no-code failures, enhanced emissions failures and sporadic problems .

After completing this course, the technician will be able to:

y Analyze Measuring Value Block data

y Apply knowledge of System Authority

y Isolate mechanical problems affecting engine performance

Engine Mechanical Diagnosis and RepairCourse Number: 821202 • Duration: 4 DaysEngine Mechanical Diagnosis and Repair 821202 provides technicians the skills needed to test, diag-nose and repair engine mechanical problems .


y Perform proper procedures for engine testing, disassembly, inspection, measurement and reassembly

y Properly perform scheduled mechanical maintenance procedures

Heating, Air Conditioning and Climate-Control Systems Course Number: 881702 • Duration: 2 Days Heating, Air Conditioning and Climate-Control Systems 881702 teaches technicians the theory and repair procedures needed to service heating, A/C and Climatronic systems .


y Evaluate HVAC system performance .

y Perform refrigerant recovery, recycling, evacuation and recharging .

y Demonstrate a logical diagnostic process to diagnose and repair refrigerant system concerns .

y Demonstrate a logical diagnostic process to diagnose and repair HVAC system electrical circuits . Demonstrate how to use a scan tool to diagnose HVAC system concerns .

y Verify that HVAC system repairs were performed properly to increase both Fixed Right the First Time and Customer Loyalty

High Voltage Technician (HVT)Course Number: 890302 • Duration: 2 daysThis course will cover safety and procedures necessary to de-energize the high voltage systems on Volkswagen high voltage vehicles and secure and verify against re-energization and will also cover the return to service procedure .

y The Jetta Hybrid and the Touareg Hybrid will be covered in this class .



Input and Output DiagnosisCourse Number: 870292 • Duration: 2 Days Input and Output Diagnosis 870292 will build your electrical foundation through continual practice of viewing and diagnosing vehicle system inputs and outputs . You will understand which of the elec-trical diagnostic tools should be used for each type of diagnosis .


y Demonstrate the positive and negative aspects of different electrical testing tools

y Demonstrate the advantages of diagnosing systems using a digital storage osciilloscope in place of a digital volt ohmmeter (DVOM) .

y Demonstrate the ability to diagnose: y Power supplies y Ground points y Switches y Sensors y Actuators y Relays

Manual Transmission – Operation and DiagnosisCourse Number: 851700 • Duration: 2 DaysThis course teaches technicians the practical procedures necessary for transmission service and repair, including diagnosis, disassembly, inspection and reassembly . Also covered are shift-linkage service and adjustment .

After completing this two-day course, you will be able to:

y Perform proper road-test procedures

y Diagnose manual transmission concerns

y Identify the root causes of transmission operating concerns

y Disassemble and reassemble Volkswagen manual transmissions

y Examine and evaluate all components in the transmission

y Perform proper adjustments of all clearances and pre-loads in the transmission

y Perform post-repair quality assurance procedures

Networking SystemsCourse Number: 872602 • Duration: 2 Days Networking Systems 872602 teaches the technician how to diagnose and repair networking systems .


y Demonstrate the ability to configure the DSO to view and analyze high and low speed Controller Area Network (CAN) waveforms .

y Demonstrate the ability to configure the DSO to view and analyze Local Interconnect Network (LIN) waveforms .

y Demonstrate the ability to use the scan tool to analyze the Media Oriented Systems Transport (MOST) bus .

y Develop a logical diagnostic process that locates and repairs concerns in vehicle networking sys-tems, increasing both Fixed Right the First Time and Customer Loyalty .



TDI Diesel Engine Course Number: 841102 • Duration: 4 Days This course provides technicians with the skills needed to diagnose and repair common TDI mechan-ical and drivability concerns .

After completing this four day course, you will be able to:

y Explain the operating principles of diesel engines

y Explain the operating principles of the Thermal Management

y Explain the operating principles of the Fuel System

y Explain the operating principles of the Emissions System

y Explain the operating principles of the Selective Catalyst Reduction System

y Understand quality-assurance procedures

y Diagnose current diesel engine management systems

y Demonstrate a logical diagnostic procedure

y Properly perform service and repair procedure

Volkswagen Alignment and Driver Assist SystemsCourse Number: 860162 • Duration: 2.5 daysThis two and one half day course teaches technicians the practical procedures necessary for proper suspension inspection and diagnosis . Proper suspension alignment procedures will be demon-strated and performed on Volkswagen vehicles . Included in this course is an overview of alignment procedures for driver assistance systems such as Adaptive Cruise Control, Lane Assist and Blind Spot Monitoring followed by practical application of these procedures . After completing 860162, you will be able to:

y Define theory and characteristics of vehicle handling

y Demonstrate proper road test procedures for diagnosis of vehicle handling concerns

y Understand the significance of pre-alignment procedures and conditions

y Examine and evaluate all components related to vehicle alignment

y Adjust all suspension and steering components

y Properly use the latest VAS alignment machines

y Identify and calibrate Volkswagen Drive Assist system components

y Properly identify and correct road force characteristics

Volkswagen ConvertiblesCourse Number: 891702 • Duration: 2 Days Volkswagen Convertibles 897102 provides an overview of the Beetle Convertible .

After completing this course, the technician will be able to perform the following tasks:

y Identify electronic and hydraulic components

y Perform emergency open and close procedures

y Diagnose a malfunctioning top

y Identify normal maintenance procedures

y Recognize current concerns

y Demonstrate correct top repair procedures for current concerns

y Demonstrate removal, installation and adjustment of side windows and regulators



Volkswagen Electrical DiagnosisCourse Number: 870162 • Duration: 3 daysThis course allows technicians the opportunity to practice the application of critical thinking skills and repair logic with regard to a variety of customer concerns . The technician will think beyond the printed repair information to isolate customer concerns to diagnose and repair failures and sporadic problems .

After completing this three-day course, 870162, you will be able to:

y Utilize all Volkswagen information sources

y Understand and determine the correct application of specific diagnostic equipment

y Develop a process for electrical diagnosis

y Diagnose vehicle electrical concerns

y Understand Volkswagen distributed functions

Volkswagen Leadership Excellence Series I: Foundational LeadershipCourse Number: 620152 • Duration: 3 DaysThe Volkswagen Leadership Excellence Series, Foundational Leadership is designed for Sales, Service and Parts Managers providing them with the tools and resources necessary to develop, and increase, their leadership skills and knowledge . Using a blended learning approach the participants will benefit from web-based training through intensive instructor-led courses and ending with in-dealership follow-up from their instructor .

new Volkswagen Leadership Excellence Series I: Foundational OperationsCourse Number: 620252 • Duration: 2 DaysThis two-day course for Sales and Service Managers will focus on the skills and behaviors needed to effectively manage the processes and operation Key Performance Indicators (KPIS) for their departments . This course will provide a unique perspective, as Sales and Service Managers will work together to understand how they impact the overall profitability of the dealership, customer satisfaction and retention . Managers will have the opportunity to evaluate their own department’s performance and create action plans to improve KPIs in both Sales and Service .

Volkswagen Scan Tools and ODIS ServiceCourse Number: 811102 • Duration: 2 days Introduction to Volkswagen Scan Tools (811102) familiarizes technicians with the current Volkswagen scan tools and the Offboard Diagnosis Information System Service (ODIS) . At the end of this 2-day course, you will be able to:

y Launch ODIS and enter vehicle data y Perform basic ODIS service tasks (transport mode, etc,) y Indentify and erase DTCs y Utilize Guided Fault Finding test plans to address customer concerns y Locate and load user-generated test plans y Submit diagnostic protocols and save diagnostic logs y Stop and restart diagnostic sessions y Utilize Control Module OBD, Vehicle OBD and Guided Functions to address customer concerns y Perform voltage and resistance measurements using the measurements function y Demonstrate proper documentation procedures using ODIS y Prepare you for the Diagnosis and Documentation class


Web-Based Training Courses

Documentation Best Practices for Repair Orders and Customer InvoicesCourse Number: 701144This WBT explores the impact of Repair Order and Customer Invoice documentation on customer satisfaction . In addition, you’ll find information on the Better Business Bureau’s Customer Dispute Resolution process . Documentation best practices are also shared, along with guidance on how to address unique situations .

How to Read Wiring Diagrams Course Number: 873004This course will introduce you to the Volkswagen Wiring diagrams . Exercises in this training will help the technician learn to:

y Identify diagram components

y Trace a circuit

y Use tools in ELSA to search a wiring diagram

Hybrid and EV High Voltage SafetyCourse Number: 890104This course introduces dealership employees to Volkswagen Hybrids and the safety precautions that need to be observed that are unique to a hybrid vehicle . This course contains 2 paths, one for non technical dealer employees and one for service employees, to highlight the procedures and precau-tions that need to be observed from different dealership roles .

Introduction to Automatic TransmissionsCourse Number: 850114This 3-part web-based course will introduce the technician to the operation and components of Volkswagen automatic transmissions . It will also introduce the logical diagnostic path for handling transmission related concerns .

Introduction to Electrical SystemsCourse Number: 871404This course introduces technicians to basic electrical concepts . The technician will be able to practice building and testing simulated circuits and use knowledge of electrical concepts learned .

Introduction to ElsaProCourse Number: 700444This course will introduce the technician to the new ELSAPro repair information System and it’s new functions and features .

Introduction to Engine Management Course Number: 820114 This course will introduce the technician to the basic concepts and components used in Volkswagen engine management systems . This includes the major sensors and input signals sent to the engine control module, the processing of those signals by the control module, and the signals that are output from the control module to the major actuators in the engine management system .

Web-Based Training


Introduction to Manual Transmissions Course Number: 850124 This web-based course provides an introduction to the theory and operation of manual transmissions . This course will briefly cover diagnosis in preparation for the Instructor-led class .

Introduction to Volkswagen Alignment Course Number: 860124This web-based course provides an introduction to the theory and operation of alignment . This course will briefly cover diagnosis in preparation for the Instructor-led class .

Introduction to Volkswagen Networking SystemsCourse Number: 872604This course introduces technicians to the concept of serial data communication using the various networking systems installed in Volkswagen vehicles .


y Explain the concept of networking and how signals are transmitted between control modules via CAN networks .

y Explain the purpose and function of the Data Bus On-Board Diagnostic Interface (Gateway) .

y Explain how to identify LIN circuits and the function of each control module in a LIN circuit .

y Explain how signals are passed between CAN and LIN control modules .

y Explain the configuration and operation of MOST circuits .

new Service Xpress II Video Series Course Number: 802444This video series contains several common maintenance processes and tasks . Each video explains and demonstrate the proper procedures to be followed to successfully complete these tasks . Topics currently include: A role introduction, Coolant Replacement, Brake Fluid replacement, brake pad and rotor replacement, Battery and bulb service as well as fuel filter replacement . Additional topics may be added throughout the year . Videos can be located in the VWCup Training Library under service topics/Service Xpress .

Staying Connected with Car-NetCourse Number: 600164Volkswagen endeavors to offer your customers more ways than ever to remain connected to their car, their life, and to stay up-to-date with the latest traffic, weather and more, with Volkswagen Car-Net . This term encompasses three areas of customer connectivity: Guide & Inform, App-Connect, and Security & Service . After completing this course, you will:




Web-Based Training


The Volkswagen 2 .0L Third Generation TDI EngineCourse Number: 820144This course will familiarize the technician with the new EA288 TDI engine .

y Describe major differences between previous generation TDI engines and the EA288 TDI engine

y Identify unique features of the cylinder head module

y Identify unique features of the camshaft module

y Describe exhaust gas treatment module packing and operation

y Describe cooling system operation strategies

y Describe installation procedures for the exhaust gas treatment module

Volkswagen Braking SystemsCourse Number: 861704This course will intruduce the technician to the basic brake system on Volkswagen vehicles, Hydraulic theory and system operation are covered .

After completing this course the Technician will be familiar with:

y The components in Volkswagen Braking systems

y Diagnostic procedures

y Maintainence procedures

An introduction will be made to ABS and ESC systems .

Volkswagen Heating, Ventilation and Air ConditioningCourse Number: 881404This is a Learning Module on VW HVAC . Subjects covered are Basic Principles, Restrictor and Expan-sion Valve, Air Distribution, Compressors, and Diagnosis and System Service .

Volkswagen Warranty BasicsCourse Number: 705144The purpose of this web-based training is to build your knowledge of Volkswagen Warranty and provide you with tools and techniques to understand and successfully communicate the intricacies of Volkswagen Warranty with your customers . By the end of this training, you should be able to:

y Identify the purpose and benefits of warranty

y What is warranty and how does it work

y Identify roles in your dealership as they relate to warranty administration, the Volkswagen customer and your internal process

y Properly identify the available warranties and coverage

y Demonstrate the ability to locate and access Volkswagen warranty resources

y Identify and access available special programs














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