AGCO Dealer Excellence Brochure - CUE | 2024

DEALER EXCELLENCE PROGRAM 2024 CUE DEALERS

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C U E Dealer Excellence Program 2024

TA B L E O F C O N T E N T S

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Welcome

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Introduction

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Program Summary

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Customer Experience

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Dealer Financial Health

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AGCO Partnership

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Frequently Asked Questions

C U E Dealer Excellence Program 2024

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WELC OME

DEAR MASSEY FERGUSON DEALER, I’m going to start this letter off a bit differently than I usually do — by talking about hamburgers. Specifically, the places that sell the most hamburgers. Burger King was founded in 1954, and McDonald’s in 1955. Those two companies quickly began to dominate the world of fast food. Then came Wendy’s in 1969. Think about that. More than a decade later, what made founder Dave Thomas think he could compete with the established titans of Burgerdom?

He had a different angle, that’s what. Wendy’s has been the “Home of Fresh, Never Frozen Beef” since the day the first store opened. And you know what? People responded very positively. Fresh was different than frozen solid, which is how Mickey D’s and BK’s patties arrived at their restaurants. (And still do.)

Because so many of your customers rely on you for just about everything, those four constructs are probably more important in the CUE world than Full Line.

Reducing risks in a risky business.

For the first time in decades, the Ag equipment industry landscape is shifting. Why? Because of you! By following Best Practices (and working the Fundamental Four), you’re providing solid options — solid, quality products and a personal touch from you that delivers solutions.

Today, Wendy’s is battling Burger King for the number two position.

This is an exciting time to be an AGCO CUE dealer. AGCO is growing rapidly. Don’t be afraid to ask how to grow with us. We’re only as good as your feedback, and those lines of communications need to be kept open continually.

The same kind of story is taking place in the Ag business today. For a long time, there have been a couple of major players in this very entrenched industry. There’s no need to name them. You know who they are. But over the past few years, there’s been a third choice cracking the code and gaining in popularity every day.

Now is our time and now is your time to move the needle. Together. We’re confident we’ve got the best CUE dealers on the planet. Stand taller today than ever before. Feel confident you’re selling and servicing the best products in the industry. That’s your angle. Nobody takes better care of their customers than you do.

That would be AGCO.

On these pages, once again, you’ll read about the latest and greatest Best Practices that are moving all of us into rarified air. And you’ll read comments from customers who put us in that position. Our angles are working. Just like Wendy’s, we’re the freshest folks in the market. And that begs the question: Who’s hungry for more?

And that recent success is mainly due to outstanding products being sold and serviced by outstanding dealers. Together, using Best Practices and always looking to elevate our collective position in the game, we’ve found a different way to approach our customers.

A different angle of choice that sets us apart from the competition.

Respectfully, I know you’ve seen it. No matter where you are in your journey, you’ve taken customer feedback, the good as well as the “needs improving” to heart and made the necessary adjustments. As a result, you may well be getting invited to dances you’ve never been invited to before.

So don’t change! Stick with the program. Make use of the proven Best Practices — including an idea in progress we’re calling the Fundamental Four: • Get the product ready for the customer.

• Get the customer ready for the product.

• Respond quickly to customer issues.

• Follow up to ensure expectations are met.

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C U E Dealer Excellence Program 2024

Greg Milstead Director, NA Distribution Performance

INTRODUCTION IF IT AIN’T BROKE, DON’T FIX IT. Time and again, year after year, this formula has been proven to work: Best Practices = Best Performance So why would we want to mess with a good thing? We wouldn’t.

Here’s the game plan:

The three main themes are familiar ones: Customer Experience, Dealer Financial Health and A Solid Partnership With AGCO, plus the CUE eligibility requirements: 1

Dealer must have an approved Massey Ferguson sign installed at all locations with a wholegoods contract (see AGCO Dealer Sign Policy).

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Dealer must confirm intent to participate in program and acknowledge that program brochure has been read and is understood by February 9, 2024.*

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Dealer must achieve a minimum of $750,000 in retail sales in calendar year 2024 to earn payout. New dealers appointed after January 1, 2023, are excluded from this requirement.

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All AGCO accounts and any of its subsidiaries, parents, affiliates, related companies or divisions must be in current condition by December 31, 2024.

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New! Meet AGCO Mandatory Outlet Standards (see below).

Complete assessment by September 30, 2024.

• Excelling at Best Practices is still key to achieving high ratings.

• No change to the reward system.

The overarching strategy of the CUE Dealer Excellence Program remains to continually make us more competitive and more customer centric (see the Fundamental Four in the welcome letter). So, core Best Practices remain as before.

Same Calendar Just as you suggested in previous years, reporting dates for the DEP run from 1/1/24 – 12/31/24.

Same Payout Structure

As always, we appreciate your support of the AGCO Dealer Excellence Program.

Please continue to offer your suggestions. They’re key to helping continuously improve a program that we believe already sets the standard for the industry.

The number of Best Practices you achieve will determine both your star level and your payout. We’ll multiply the earn rate established during the program year times your 2024 eligible retails and pay you at the beginning of the following year. *Dealers can access the Dealer Excellence Acknowledgment selection page by doing the following: On Dealer Portal — Select Management from the top of the page. On the right-hand side, you will select “Dealer Excellence Plan/Scorecard” under “Quick Launch.” This will then take you to your Salesforce page in which you can follow steps below: On Salesforce — Select Plans from the “Related List Quick Links”, then select your dealerships name followed by “2024.” From there, click on “Dealer Business Plan” at the top right of the page and then click on the arrow next to “Eligibility Requirements.”

You will then be able to select “Yes” or “No” under “PLAN TO ACHIEVE.”

NEW for 2024: Mandatory Outlet Standards (MOS) is an assessment program listing essential requirements that AGCO expects from its distribution partners.

There are touch points which reflect on organizational aspects, visual identity, facilities and property. Our ambition is to ensure a minimum level of customer experience that meets the expectations of our customers. This will be an eligibility requirement for DEP with dealers being assessed via three options: • Dealer Self-Assessment • Remote Assessment • On-Site Assessment Your Account Manager and Distribution Management Team will contact you with all the relevant information, timelines and login details in the weeks ahead.

C U E Dealer Excellence Program 2024

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INTRODUCTION

YES, OF COURSE THERE’S

THE EXTRA CASH.

As with years past, the more Best Practices criteria you meet, the more financial rewards you earn. Cash, once again, is king. You choose the areas to put your funds that will help you best.

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KEY AREAS FOR 2024 DESIGNED TO DRIVE IMPROVEMENT

Customer Experience driving customer loyalty, the source of success

Dealer Financial Health sustainability and building management strength

AGCO Partnership portraying a strong and clear brand image

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C U E Dealer Excellence Program 2024

PROGRAM SUMMARY

BEST PRACTICES

CUSTOMER EXPERIENCE

DEALER FINANCIAL HEALTH

AGCO PARTNERSHIP

REFER TO PAGE

Operations

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Management Training

Customer Loyalty — Net Promoter Score® Customer Loyalty — Customer Issue Resolution

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Sales & Marketing Product Training Parts Recommended Dealer Stocking List (RDSL) Compliance Service Technical Service Training Super Best Practice: Dealer Facilities Improvement Project

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Complete an approved facilities project by 12/31/24

STAR LEVEL # of Standard Best Practices Achieved *Payout Dealer Facilities Improvement Project (Max.) Potential Payout

1 STAR 2 0.20% 0.50% 0.70%

2 STAR 3 0.40% 0.50% 0.90%

3 STAR 4 0.60% 0.50% 1.10%

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4 STAR 5 1.00% 0.50% 1.50%

5 STAR 6 1.50% 0.50% 2.00%

*PAYOUT STRUCTURE: CUE Dealer Excellence Program incentives will be paid on all 2024 calendar-year volume via a check in Q1 2025. Track your dealership’s performance via Dealer Excellence Scorecard under the management tab of the oneAGCO dealer portal.

To Access Your Dealer Excellence Scorecard: Get there via oneAGCO > Management > Programs > Dealer Excellence > Quick Launch > Dealer Excellence Plan/Scorecard

C U E Dealer Excellence Program 2024

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CUSTOMER E XPERIENCE

THEY SAID WHAT? Maybe you’ve had that reaction after reading some survey comments. Sometimes it’s in reference to a really, really good experience. Other times, well, perhaps something went awry. Remember, the customer is always right ... in their mind. They’re looking at their sales and service experience from different angles than you are. And ALL feedback is important. As always, whether it’s a “Thanks” or “Hey, let’s work on solving this,” a prompt and accurate response to your customers impacts their experience and their loyalty (which impacts profitability).

Building a strong customer experience foundation based on feedback is really the impetus behind the Fundamental Four Greg mentioned in his letter. As you’ll note, these are basic tenets, but sometimes the things we take for granted can have the most impact on customer experience, especially CUE customers. For example: Get the Product Ready for the Customer. Make sure there’s a focus on machine preparation so it’s ready for action at the time of delivery.

Get the Customer Ready for the Product. Your customer’s success is a top priority. Knowing how and what the product can do before they hit the ground running is key to an enjoyable experience.

Respond Quickly to Customer Issues. This one’s a no-brainer. Employees need to be trusted and empowered to fix issues fast and accurately.

Follow Up to Ensure Expectations Are Met. Your customers need to feel heard, supported and valued.

These Fundamental Four are all works in progress. There’s more to come on them, and your input is invaluable. One thing you need to know so far, though, is that Net Promoter Scores are significantly higher when the Fundamental Four are in play.

That’s where customer feedback is essential. As you share your knowledge with your customers, they can share their knowledge with us. Together, we can all learn, and we can all get better.

Remember, it’s always best to ask yourself two questions: • What can I learn?

• Am I getting better?

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C U E Dealer Excellence Program 2024

CUSTOMER E XPERIENCE

I would rate them a 12, but the scale doesn’t go that high.

Josh H., Wisconsin

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They are great company to deal with. Very customer oriented and they will talk to you and not at you. You walk in there and you’re always treated as a valuable customer.

CUSTOMER E XPERIENCE

Ray C., Tennessee

CUSTOMER LOYALTY — NET PROMOTER SCORE HANG ON TIGHT! To your customers, that is. And you know what? Hang on tight to your employees as well. Keeping one loyal goes hand-in-hand with keeping the other loyal. It’s a fact that the most profitable businesses have a high ratio of “earned growth” — meaning most of their sales come from existing customers and referrals made by satisfied customers. And who satisfies them the most? Loyal employees. Your best employees satisfy not only the rational needs of your customers (right machine, right deal, repairs as promised, etc.), but the emotional needs too (instilling confidence, making the process easy and enjoyable, showing obvious care, etc.). That’s especially true for CUE customers. How many times has a new face come through your door and the first thing they say is one of their friends sent them because you were so helpful? That’s gold. All of the above comes from learning things from what the customers tell us. And you know what? That information is FREE! Use it. And keep those customers and employees loyal for many years.

We recommend this training for all employees, but especially for those in customer-facing roles or CX leadership.

Course ID: GLMGTAGBSKEPWAEP107E Course Title: NPS and the Customer

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On these pages, you’re seeing customer verbatims garnered from the surveys. Take the time to read them, specifically the ones that sound familiar to your own verbatims. It’s an obvious observation that great customer experiences build loyalty, and loyalty breeds profitability. Let’s put our customers first so they keep coming back for more time and time again.

Training, training and, oh, training.

• What is CX. The customer experience and why it matters • How NPS measures customer loyalty • When and how often is NPS measured • Understand the scoring & key moments for the customer • What dealer teams can do to help improve NPS • Why follow-up is so important

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C U E Dealer Excellence Program 2024

BEST PRACTICE

In support of this incredibly important initiative, we’re launching a short OLT course on customer experience and the Net Promoter System. This course will help dealership employees understand the basics, including: Achieve a Dealer Net Promoter Score of 80%* for the program year. *80% equates to the 60th percentile (i.e., top 40%) based on actual 2023 dealer performance of dealers with 10 or more completed surveys.

Each participating dealer must have at least 10 completed surveys to be eligible for this Best Practice.

The Nuts and Bolts of the Net Promoter Score (NPS) Here’s the basic question we’ll ask your customers: “How likely are you to recommend your dealer to someone else?” We’re looking for a two-part answer: a rating from 0-10 and reasons why they gave you that rating.

Your Net Promoter Score is then calculated like this: Percent of survey respondents who rate your dealership a 9 or 10 (i.e., Promoters) minus percent of survey respondents who rate you 6 or below (i.e., Detractors) over the course of the calendar year.

Example: A total of 10 NPS surveys are completed during the 2024 calendar year.

Seven are Promoters, two are Passives, and one is a Detractor.

Calculation: 70% (7÷10) - 10% (1÷10) = 60% NPS

For 2024, the Net Promoter question will be included in the following surveys: Purchase and Delivery survey and Anniversary of Delivery (Year 1, Year 2 and Year 3) surveys. We believe that this will provide a reliable representation of the health of our relationships (i.e., loyalty) with customers over time.

Access Your NPS Surveys via LinkConnect Get there via oneAGCO > Management > Programs > Customer Experience.

Then click on the link for Customer Experience Program on top right of the page, right below Quick Launch.

The number of surveys conducted for each dealer will vary based on dealer volume, survey response rates and the completeness of the customer contact information we have. Making it a habit to capture customer phone numbers and email addresses during the warranty registration process allows us to reach more customers and thus complete more surveys.

Where to access your surveys?

LinkConnect System — Access your NPS survey data and manage alerts online via the LinkConnect System. Access LinkConnect directly via LinkConnect.net or through the AGCO Dealer Portal.

Resources New customer experience / NPS online training — Course Title: NPS and the Customer. Course number: GLMGTAGBSKEPWAEP107E. F U L L CL U I NEEDealer DealerExcellence ExcellenceProgram Program2024 2023

Got Questions? Contact Phil Jones (phil.jones@agcocorp.com)

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CUSTOMER E XPERIENCE

The dealer has been excellent to work with and promptly handled any issues that I brought to them. I also much prefer to work with a family-owned dealer than a large corporate entity.

Edsel R., Michigan

CUSTOMER LOYALTY — CUSTOMER ISSUE RESOLUTION Be Fast. Be Accurate.

Put yourself in the place of your customers. If they have an issue, big or small, they want that issue resolved quickly. Sometimes that’s not possible. But even if the resolution can’t happen immediately, at the very least, acknowledgement needs to be made that you’re aware of the problem and are working to fix it.

The LinkConnect System houses survey data and helps you manage customer alerts. When a customer “raises their hand” during the course of a survey, whether it’s to ask for help, express dissatisfaction or even to make us aware of an upcoming need, the system will generate an alert to you, the dealer. When this happens, customers expect that someone will follow up with them and work to resolve their issue. Experience has shown that making contact within three days is best practice and goes a long way toward strengthening relationships, showing that you (and your employees) care and that the customer’s loyalty matters.

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C U E Dealer Excellence Program 2024

BEST PRACTICE

Action a minimum of 80% of customer issues within three calendar days (not three business days).

We’ll measure this by using the percentage of “Take Action” alerts moved to in-progress or closed status in the LinkConnect System within three days of issue within the program year.

PREREQUISITE: Have a Customer Experience Champion To be eligible for this Best Practice, dealers must designate at least one employee as their Customer Experience Champion and have that person complete our new OLT training course (see Resources on page 11) by June 30, 2024.

Calculation: Number of Take Action alerts moved to in-progress or closed status within three days of issue divided by total number of Take Action alerts issued during calendar year.

In addition, the CX Champion should work with relevant departments on driving the “Fundamental Four” principles, with a goal of improving NPS.

The three forms of Take Action alerts:

• Identify owner(s) of each fundamental

• Issue — specific issue customer wants help with.

• Encourage and coach others!

• Custom Alert — generated by a set score parameter (e.g., NPS of 7 or less, overall satisfaction of 7 or less, etc.).

• Work with leaders to influence the culture

• Opportunity — customer request concerning upcoming need.

• Have responsibility for driving Fundamental Four engagement at the dealership

Your AGCO Aftersales team is ready to support you in the journey to improve customer experience.

To Access Your Take Action Alerts: Get there via oneAGCO > Management > Programs > Customer Experience.

Then click on the link for Customer Experience Program on top right of the page, right below Quick Launch.

Clicking on the red Take Action icon will take you to the issue resolution tool.

There are many helpful how-to videos on LinkConnect, including one titled How To Resolve Alerts.

To find them, just click on Help in the top ribbon.

C U E Dealer Excellence Program 2024

Got Questions? Contact Phil Jones (phil.jones@agcocorp.com)

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The salesman was great to deal with. As a lifelong equipment operator and farmer, I couldn’t stump him. There was no pressure and he made sure I was happy. They will get my business again.

CUSTOMER E XPERIENCE

Christopher B., Pennsylvania

PRODUCT TRAINING Getting to know the products — up close and personal.

Here Are the e-Pathways Learning Objectives:

You have, literally at your fingertips, the best resource in the business for product training. The AGCO Academy is committed to delivering essential learning tools in time and on target for all your salespeople. You want specifics about how they can stay ahead of the curve and learn about the latest AGCO equipment and technologies plus get the soft skills they need to be successful? Here you go:

After this course the student will be able to answer questions and practice skills related to:

• Bundling Solutions: The DEP Training program simplifies the whole training process by bundling key courses by brand and category. You don’t have to try and put together your own program. Courses are identified and targeted to specific sales roles. That saves salespeople time and helps them focus on the most relevant information.

• Machine Installation Principles

• More Options: NEW FOR 2024! More choices for you. We’ve provided bundles for you to choose. Through the Academy, you can now choose an instructor-led training to substitute for an online course if the opportunity permits.

• Selling Skills: NEW FOR 2024! The AGCO Academy is launching a new soft skills course: e-Pathways. It’s designed to help salespeople better serve your customers and give them an edge on the competition. The course will be included in the product training bundles. Salespeople will only need to complete e-Pathways once. There will be successive courses graduating to Levels II and III over the next two years.

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C U E Dealer Excellence Program 2024

• Consultative Sales • Closing Deals • Personal Organization • Introduction to Coverage and Conversion and Market Share • The Dealer Business Model • Putting the Farmer First — Five Steps to Customer Service

It’s Already Working!

Here’s what almost 5,000 AGCO global students have said about e-Pathways:

I will use what I learned in this course in my work

97%

I would recommend the course to a colleague

92%

Overall rating for this course (1 - 5)

4.07

TOTAL number of submitted evaluations

4848

Each salesperson (minimum of 2) needs to complete one of the two following options by 12/31/2024: 1

Two eligible product OLT bundles and e-Pathways Sales Training Level One.

OR

BEST PRACTICE

2

One eligible OLT bundle, e-Pathways Sales Training Level One, and two or more hours of instructor- or virtual instructor-led product training.

ELIGIBLE ONLINE TRAINING (OLT) BUNDLES: Massey Ferguson GC1700E/M Series Sub-Compact Tractors *Compact Tractors

Massey Ferguson E Series Compact Tractors Massey Ferguson M Series Compact Tractors Massey Ferguson 1800 and 2800 Series Emissions System Massey Ferguson 2600 H Series Utility Tractors

*Utility Tractors

Massey Ferguson Global Series Tractors Update Massey Ferguson 5S Series Tractors Massey Ferguson 1800 Series Small Square Baler Massey Ferguson 1300 Series Mower Conditioner

*Conventional Hay

Massey Ferguson TW 130/160 Bale Wrapper Massey Ferguson TD and TDX Tedders Hesston RK Series Rotary Rakes

*Each bundle includes e-Pathways Sales Training Level 1

AGCO Dealer Portal Resources The AGCO Academy provides an extensive offering of online courses, including the AGCO OLT All-In Training program, to support our dealer network.

If you need additional support or recommendations about the most appropriate courses, you can contact your Account Manager or Inside Sales Manager.

The AGCO Dealer Portal is the key source for information about dealer training.

Dealer Portal It’s as easy as 1, 2, 3 1 Go to the Dealer Portal 2 Click on Training 3 Click on either of the following:

Got Questions? Contact Toby Groves (toby.groves@agcocorp.com)

- Sales and Product Training - Certification Programs

TECHNICAL SERVICE TRAINING You’ve worked hard to retain your existing customers through superior parts and service support, but you’ve also increased your marketshare and acquired new customers who may not be as familiar with AGCO products or how to best maintain them. Regardless of skill level, everybody requires help sometimes.

So, if there’s any area in your dealership where you can provide the greatest assistance, it’s probably right here.

And when your customers need assistance, they want it now. And they only want to go to one source for the expertise and support they need. They trust you to take care of their issues — from worn-out parts to cutting-edge technology — and keep up with the latest enhancements in software and machines.

(One tip: It helps a lot to speak in layman’s terms and not techno-talk.)

AGCO technical service training provides your techs with the most up-to-date information on how to diagnose, update, repair and maintain AGCO products.

The curriculum has been reviewed and revised to reinforce some of the core technical competencies while adapting to all learning styles and types of students. Instructor--led training (ILT) provides the best experience through hands-on training as well as the use of the diagnostic tools to further enhance your technicians’ skills (and add value to the customers). There are also numerous online training (OLT) options available, including self-guided e-learning and the Top Tech video series.

BEST PRACTICE

CUSTOMER E XPERIENCE

• Minimum of 1 dealer technician must complete the NEW level 3 Application of Technical Theory (ILT) course • Minimum of 50% of dealer technicians must complete NEW level 6 Expert Certification (ILT) course — or recertify on specific products via VILT (if applicable) • Top Tech: 50% of technicians must complete two courses in the Top Tech Program.

Resources LEVEL 1

Core Technical Concepts: Online Training Courses (OLT)

LEVEL 2

Technical Theory of Systems: Online Training Courses (OLT)

LEVEL 3

Application of Technical Theory: Instructor Led Training Courses (ILT)

LEVEL 4

Foundation: Combination of Instructor-Led Training (ILT) and Virtual Instructor-Led Training (VILT)

LEVEL 5

Professional Development: Instructor Led Training Courses (ILT)

LEVEL 6

Expert: Combination of Instructor-Led Training (ILT) and Virtual Instructor-Led Training (VILT)

LEVEL 7

Master: Instructor Led Training Courses (ILT)

Full details are available on oneAGCO: Get there via oneAGCO > Service > Technical Training

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C U E Dealer Excellence Program 2024

Got Questions? Contact Ash Alt (ash.alt@agcocorp.com)

RECOMMENDED DEALER STOCKING LIST (RDSL) COMPLIANCE It’s a battle that all dealers face. Having what your customers want and often really need right now is a continuing balancing act. You don’t want too much inventory on hand, but you don’t want to run out, either.

Your customers will sporadically come in for something they need. But chances are, they need it now, because today is the time they’ve chosen to work on that special project.

The right part at the right time also plays into efficiency in the service shop. The service shop needs parts ALL the time. They can’t afford downtime any more than your customer can. The dealership loses time and money when the shop stops.

Of course, in a perfect world, part of putting the customer first (and a smooth service operation) would include always having the right part at the right time in the right place.

But none of us are perfect. However, as a collaborative software solution, RDSL can go a long way toward improving customer fill rates, reducing inventory costs, improving service shop efficiency and, of course, keeping that farmer happy. The AGCO RDSL program is designed to assist you with the ongoing battle of stocking the right parts.

BEST PRACTICE

CUSTOMER E XPERIENCE

Achieve at least 85% stocking compliance for at least 10 of 12 months from 1/1/2024 – 12/31/2024.

OR Get on an AGCO-certified business system that transmits MDI data (for those dealers that do not already have a system in place to share data). You must transmit data at least once by 12/31/2024.

Resources For dealers using the MDI tool, RDSL recommendations can be combined with API parts orders. For all others, a dealer-specific parts list is available for self-service on oneAGCO. The list of AGCO-certified business systems includes: Basic, Charter, C-Systems Software, DBS, Dealer Software Associates, DIS, HBS, Ideal, Kilands, Lizzy, Microsoft AX, PBS, CDK and RIMSS.

Check out the list of parts you should stock to achieve full RDSL compliance online.

Stocking those parts will improve over-the-counter fill rate on parts for new machines and improve your overall customer satisfaction.

C U E Dealer Excellence Program 2024

Got Questions? Contact Chris Davis (chris.davis@agcocorp.com)

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D E A L E R F I N A N C I A L H E A LT H

In the Ag business, this equation,

GOOD FINANCIAL HEALTH = CONTINUOUS IMPROVEMENT AND GROWTH. Should be as famous as, well, E=mc2.

Einstein’s big idea basically says that energy and mass are interchangeable. (Better you never thought you’d see that in the DEP brochure, did you?)

In the same vein, though, good financial health is interchangeable with continues improvement and growth.

Having your financial house in order is every bit as important as building a strong Customer Experience foundation by following the Fundamental Four.

It’s okay to anticipate and hope for the best, but you have to be prepared for the worst. Bad weather, bad economic news, you name it. Sustainability is not dependent on planning for everything that could happen, but having your financial house in order to take care of anything that does happen.

It also helps reduce your stress and heightens your capacity to provide great customer experiences. The customer wins and you win.

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D E A L E R F I N A N C I A L H E A LT H

Very good dealer and service. Stands behind products, is very knowledgeable on tractors and assisted in troubleshooting. This dealer is not the closest to me but is most approachable, and knowledgeable and with excellent reviews.

Charles K., Texas

C U E Dealer Excellence Program 2024

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D E A L E R F I N A N C I A L H E A LT H

BOB CLEMENTS INTERNATIONAL (BCI) TRAINING What does growth look like in your dealership? Maybe for you, it looks like adding new locations, positioning your dealership to sell or creating a wildly profitable dealership inside of your existing walls. Whatever your plan, your people will take you there, and we can help you train them! This year, in partnership with Bob Clements International, we will be offering a new program, “Driving Success: Mastering Dealership Basics.”

Delivered through live, monthly Zoom training sessions, this training is tailored for dealership owners and general managers eager to grow a strong and healthy dealership.

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C U E Dealer Excellence Program 2024

Over the course of a year, this program will cover crucial dealership fundamentals, empowering participants to uncover the breakeven point, grasp gross profit dynamics, set salary caps by department, embrace the Profit First concept and envision a thriving future for their dealership.

• Dive into Service and Parts Department Fundamentals, refining service processes, optimizing staffing and implementing strategies to increase margins.

• Explore Sales and Marketing Fundamentals, discovering effective customer retention and acquisition techniques, sales tracking best practices, and innovative negotiation strategies using service and parts.

Notably, this program takes the load off dealership owners by providing comprehensive General Management training for their long-term growth!

Say goodbye to the hassle of training — let us empower your people for sustained success. Join us on this exciting journey towards a more profitable and efficient future!

BEST PRACTICE

The program also emphasizes Employee Fundamentals, offering tools for team evaluation, expectation setting, recruitment strategies, performance reviews, and handbook development or updates.

Attend a minimum of 8 of the 12 hourlong monthly Zoom meetings during the program year and take a short assessment at the beginning and end of the program.

To participate in this Best Practice, contact Sara Hey (sara@bobclements.com).

Dealer investment: $429.00 per month.

C U E Dealer Excellence Program 2024

Got Questions? Contact Sara Hey (sara@bobclements.com)

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A G C O PA R T N E R S H I P

They were recommended to me, and I have recommended them to anyone looking for agricultural equipment. They are the best.

Reasonable, knowledgeable, kind and fair — couldn’t ask for more.

Joan U., Massachusetts

DEALER FACILITIES IMPROVEMENT PROJECT Are you seeing what your customers see?

What do you your facilities look like? Have you upgraded them? Have you branded the interior AND the exterior? Do your customers feel as if they’re dealing with the best from the start?

Your facility is the first “face” your customers see at your dealership. From the curb to the back wall and beyond, your physical place of business sets an expectation of the quality of products and services you’re selling. But there’s more. It can boldly proclaim your market position and viability against the competition. What your customers see has a huge impact on your ability to attract and then retain the best ones coming through your door.

You can download a copy of our program brochure from oneAGCO. 22

C U E Dealer Excellence Program 2024

SUPER BEST PRACTICE Sure, we know it’s a lot to ask.

And we realize it’s not going to be inexpensive. But it can pay significant dividends.

That’s one of the big reasons why the program includes one-on-one consultation designed to help you address the areas that need attention most. You don’t have to do this alone. We’ve partnered with Miller Wittman, a leading retail design firm to help you achieve your goals. For almost 25 years, Miller Wittman has utilized its expertise to provide capabilities that include store design, custom fixture and display design, on-site and virtual consulting, architectural services, and merchandising planning.

Complete an approved facilities project by 12/31/24.

Minimum project size: Expected payout not to exceed 50% of total project budget.

To ensure brand consistency, dealer must agree to work with Miller Wittman Retail Design.

This Super Best Practice has the potential to make the greatest impact on your dealership since you opened your doors.

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F R E Q U E N T LY A S K E D Q U E S T I O N S

General Questions Q: What is the program timing for 2024?

All metrics will be measured on a calendar-year basis: 1/1/2024 to 12/31/2024.

Q: How are program bonuses paid?

It’s very straightforward. We simply take the earn rate, multiply it by your total 2024 calendar-year settlements and send you a check at the end of Q1 2025.

Customer Loyalty Q: Why is it necessary to have 10 completed surveys to meet customer loyalty?

We believe this is the minimum number of surveys needed to achieve a reliable score. This also protects you from having your NPS score significantly impacted by one “bad” survey.

Q: Relative to customer issue resolution, what qualifies as an effective acknowledgement of a customer issue?

Dealers are expected to document specific actions taken in the text box provided in LinkConnect. AGCO reserves the right to withhold credit for any entry that is deemed to be a “check the box” effort.

Product Training Q: Is there a minimum number of people who must complete the training?

Yes. There is a two-person* minimum. *In cases where there are fewer than two sales professionals on staff, as reported on the Dealer Portal, training completed by any other employee (dealer principal, parts manager, etc.) will count toward this Best Practice.

Q: If I already took a specific online training in a previous year, do I have to retake it in this 2024 program year?

Yes, in some cases. All required courses in a 2024 Product Bundle MUST be completed in 2024. Course completions from previous years will not be honored. A refresher course is always a good use of time, especially for the Product Bundles that are most relevant in your market, as many new courses have been added while others have been retired.

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C U E Dealer Excellence Program 2024

Please remember that reporting for this Best Practice is based on enrollment and completion of a 2024 Product Training Bundle, not just the individual course completions.

See the Certification Programs page on the oneAGCO Training Tab for the easy steps to select and enroll in a 2024 Product Bundle.

Q: Are all courses within a bundle available on January 1, 2024?

To keep content current, courses are added throughout the calendar year. We endeavor to have all required courses available in plenty of time to be completed during the program year. However, if the Academy can’t release a given course by November 1, 2024, it will be removed from its bundle and you will not be responsible for completing it. Future online training programs will be listed with their anticipated release date so you can plan accordingly. AGCO will partner with you to determine which training bundle best supports sales targets and participant need. Courses released after January 1 will be assigned to the selected bundle and automatically show up on the learning plan. AGCO releases 12-15 new online training courses each year.

Q: How does AGCO determine the number of sales professionals a dealership has relative to product and sales training participation requirements?

We use the count* of those employees with the job role “sales professional,” as reported on oneAGCO. Ultimately, we will compare the number of dealership personnel who complete training to the count taken from oneAGCO. *Final count as of October 31, 2024.

Q: My AGCO product specialist told me we need to have four people complete training, based on the number of sales professionals listed on the Dealer Portal, but we currently only have three salespeople at the dealership. How do we fix this?

This appears to be a case where the job roles reported on oneAGCO need some maintenance. Ask your Dealer Portal administrator to audit the job roles of your dealership employees. Your Dealer Portal administrator can fix any job role discrepancies or inactivate employees who are no longer employed by the dealership. For changes after 10/31/2024, contact your Account Manager or Inside Sales Representative to request consideration for exceptions. We always seek to “do what is right and fair.”

Q: We added a new sales professional this year. Must he/she also complete the training?

Any new sales professional with a start date of 10/31/2024 or prior (as listed on oneAGCO) will be expected to complete by 12/31/2024. However, if the start date is beyond 10/31/24, the sales professional in question will not be required to complete training within the program year.

Q: Where do I learn about instructor-led training opportunities?

AGCO offers a variety of instructor-led training opportunities throughout the year.

Dealers should work with their product specialist to put a training plan together to meet this Best Practice.

Q: How do I keep up with my dealership progress throughout the year?

Your Account Manager can generate a report for you upon request.

Q: How will the sales tools be incorporated in the training requirements?

Each product training bundle will include a number of required product online trainings plus the new e-Pathways sales training course.

RDSL Q: Where can I find my current status toward achieving the RDSL Best Practice?

The Parts Terms and Conditions scorecard on oneAGCO includes a section showing current status toward meeting the Parts Dealer Excellence requirements.

The scorecard can be accessed from the Parts Reports section of the Parts fly-out menu and is updated monthly.

Q: I do not have an approved business system required to participate in the RDSL program, but I would like to pursue the RDSL Best Practice. Is there a way for me to participate?

Yes. Dealers that install an approved system and begin to share data with AGCO by 12/31/2024 will qualify for the RDSL Best Practice. If you would like to discuss options for business systems, please contact your Field Aftersales Manager.

Technical Service Training Q: To achieve the service training Best Practice, how can I check on a given tech’s status in terms of coursework completed?

Upon successful completion of coursework, you can access training reports under the Management tab on oneAGCO Dealer Portal. You can also assign learning paths to your technicians to help keep them on track to become expert certified.

Q: Let’s say I have a tech that is expert certified, but leaves the dealership prior to the end of the program year. What happens then? Would we still meet the technical training Best Practice?

As long as you have someone designated with the “Service Technician” role (Dealer Portal) who has achieved expert-level certification and is employed by your dealership as of 10/31/2024, you will get credit for having met the Best Practice.

Management Training (BCI Training) Q: What will it cost me to participate in the Bob Clements (BCI Training) program?

And how do I sign up?

A one-year subscription requires an investment of $429.00 per month and will be billed directly to participating dealers by Bob Clements International. If interested, just send an email to Sara Hey at sara@bobclements.com to get started.

Q: What does it take to meet the management training (BCI) best practice?

This program requires a real commitment, including participation in a minimum of eight of 12 monthly live Zoom meetings and completion of an assessment. We have purposely reduced the amount of other demands, in terms of Dealer Excellence, so that dealers have more time available to participate in this important program.

Q: Are RDSL requirements within the Dealer Excellence Program and the Parts Terms and Conditions the same?

Yes, the measurement criteria for determining the 85% compliance are the same between both programs.

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