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SERVICE/PARTS MANAGER

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t Lexus, our commitment to perfection is made evident through our dedication to delivering a level of service that makes owning a Lexus as rewarding as driving one.

ENROLLMENT Actively employed by a Lexus dealership and listed on the National Staff Master with one of the following primary job titles: Service Manager, Parts Manager or Service/Parts Manager

Lexus College has developed an extraordinary program, the Lexus Commitment to Perfection (LCTP) Certification Program, that ensures that Lexus associates have successfully integrated the necessary knowledge and skills to provide Lexus customers with unparalleled customer satisfaction.

CERTIFICATION INSTRUCTIONS Select your courses to become certified at the Senior or Master Level from the Service/Parts Manager Approved Course List

As a Lexus dealer associate, you have the opportunity to participate in the LCTP Certification Program. This program was created to provide a path for associate career development and to ensure that associates receive the appropriate training to perform their jobs to Lexus quality standards. The LCTP Certification Program is comprised of courses and eLearning modules offered through Lexus College and defined by job category. One of the primary benefits of being part of the LCTP Certification Program is its Recognition Programs, which reward attainment of various certification levels. For example, the Lexus Subsidized Master Lease Program provides qualifying associates with a monthly subsidy toward the lease of a new or pre-owned Lexus vehicle through Lexus Financial Services.

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LEXUS COMMITMENT TO PERFECTION CERTIFICATION (LCTP) PROGRAM OVERVIEW

Becoming a Part of the LCTP Certification Program Make sure you are entered into Staff Master with a qualifying primary job title and have been issued a SPIN ID. Retain your SPIN ID at all times as it will grant you access to enroll in Lexus College courses, take Self-Paced Modules and Tests, view your progress in the LCTP Certification Program and track your participation in product launches and special events. Your best resource regarding the LCTP Certification Program is your dealership’s Program Consultant (PC), who can assist you in achieving and maintaining your desired Certification Level. Coming from Toyota? You can view the Lexus Course Parity report for your job category at www.lctpreports.com for transferable course credit toward Lexus Certification. Lexus associates who have previously achieved Advanced Toyota Certification may request adjustment to their Lexus tenure through their Area Office by presenting a copy of their Toyota certificate verifying the prior certification achievement. Toyota Expert Level = 12 months Lexus tenure Toyota Master/MDT Level = 24 months Lexus tenure Self-Paced Modules/Tests For a current list of Self-Paced Modules and Tests to be completed for Certification, please visit www.lctptests.com, where you will be directed on how to complete these tests or modules. Remember, you must pass your tests with the minimum score indicated in the test instructions or else you must retake the test. Once finished, you may need to wait up to 48 hours for your test to be processed as complete.

Courses Log on to www.lexuscollege.com and select My Learning to view the necessary courses to be taken to achieve your desired Certification Level. This Website also allows you to view all current course descriptions and schedules for your Area. Please contact your dealership’s PC to enroll in courses, technical training, product launches and special events. Note: Log on to www.lctpreports.com for updated Certification Rules and Approved Course listings by job category. Class Attendance You will not receive credit for a class if you arrive more than 30 minutes late or leave more than 30 minutes early. You must sign the attendance sheet to receive credit. If you are unable to attend a class, please inform your PC at least four calendar days ahead or, in case of emergency, as soon as possible, so your dealership does not incur a cancellation charge. Collision Repair and Refinish Training Cancellation Policy There is no penalty for cancellations received ten days prior to the class start date. No-shows and cancellations received less than ten days before the first day of class will be charged the full fee. Charges will be assessed to the sponsoring Lexus dealer. Recognition Awards Upon first-time achievement of a level of Certification, you will receive the following along with a Recognition Certificate: CERTIFIED SENIOR MASTER

Lexus Lapel Pin 100 Award Points 150 Award Points

Award points can be redeemed for a variety of items through the Lexus Certification Awards Catalog by logging on to www.lctpawards.com.

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LEXUS COMMITMENT TO PERFECTION CERTIFICATION (LCTP) PROGRAM OVERVIEW

Lexus Master Subsidized Lease Program Master Certified associates can receive a monthly subsidy toward the lease of a new or pre-owned Lexus vehicle through Lexus Financial Services (LFS). Lexus Program Headquarters (LPHQ) and your dealership each contribute half of the subsidy amount. Criteria • Achieve Master Level Certification -Must be maintained annually • Receive approval from your Dealer Principal • Be approved for a qualified Lexus Financial Services (LFS) lease of a new or pre-owned Lexus vehicle • Fill out a copy of the Associate Subsidized Lease Enrollment form Note: For more information, please contact your dealership PC, visit www.lctphome.com or call LPHQ.

How to Use this Booklet Please select your courses to become certified at the Senior or Master Level from the Approved Course List for your appropriate job category. Core Courses – Courses that most directly relate to a specified job category Elective Courses – Courses that, in some cases, can be taken in lieu of a Core class ASE Certification – Tests given by the National Institute for Automotive Service Excellence (ASE) to certify automotive repair and service professionals; obtain additional information or register for tests at www.ase.com Courses No Longer Applicable to Job Category – Courses no longer offered for a specified job category Courses No Longer Offered – Courses no longer available for enrollment Course Credit Expiring – Course credit will expire as indicated

Help and More Information Lexus Program Headquarters (LPHQ) (Open 8:00 AM–4:30 PM Central Time Monday-Friday) 1-800-346-4447 Press Testing/Reports/Certification 1 Awards Programs 2 Master Lease 3 Elite of Lexus Status 4 SPIN ID 5 LPHQ Fax LPHQ Email Certification Home Page Certification Awards Site Certification Reports Site Certification Test/ E-learning Site Course Enrollment Elite of LPHQ Phone Elite of LPHQ Email

1-800-253-2831 Lexusphq@maritz.com www.lctphome.com www.lctpawards.com www.lctpreports.com www.lctptests.com www.lexuscollege.com 1-800-504-6078 eliteofLexus@programhq.com

Program Notes: s Alternate credit available; view Course Parity report at www.lctpreports.com n For additional information, visit www.I-CAR.com : For additional information, visit www.ase.com H For additional information, visit www.crrtraining.com 6 Course credit expires Jan. 2014 • Course credit expires Jan. 2015 t Course credit expires Jan. 2016 l Course credit not currently scheduled to expire w Must have completed course before Jan. 1, 2008 to receive credit u Must have completed course before Jan. 1, 2011 to receive credit J Must have completed course before Aug. 1, 2011 to receive credit

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SERVICE/PARTS MANAGER COURSE LIST

APPROVED COURSE LIST Core Course D015 D131 D136 D138 D158 D165 D167 D172 D294 D307 D320 D370 D406 D500

Building Loyalty the Lexus Way Lexus Telephone Moments Hiring to Retain Lexus Associates Lexus Customer Care - Resolving Concerns Lexus Balanced Parts Inventories Lexus Efficient Parts Operations Interacting With Your Lexus Customer Targeted Marketing for Fixed Operations Lexus Warranty Administration with Claims Processing System (CPS) Managing the Service Customer Experience Maximize Service Retention Profitability Inventory Management for the Parts Specialist Increasing Service Sales Using Sell (Prerequisite: D306 or D307) The Lexus Journey

Elective Courses D161 Lexus Product & Maintenance D178 Lexus Warranty Expense Control D183 Lexus Safety Experience – Quality Delivery D258 Lexus New Dealer Orientation D306 The Service Customer Experience D321 Seven Controllables Webinar D322 Maximizing Retention in a Challenging Market Webinar D400 Leadership Practices for Max Team D470 Accessory Sales: The Perfect Fit (Prerequisite: E470) DP1301 2013 Service Performance Group 1 DP1302 2013 Service Performance Group 2 DP1303 2013 Service Performance Group 3

Program Notes s Alternate credit available; view Course Parity report at www.lctpreports.com n For additional information, visit www.I-CAR.com : For additional information, visit www.ase.com H For additional information, visit www.crrtraining.com 6 Course credit expires Jan. 2014

DP1304 DP1305 DP1306 LCA11

2013 Parts Performance Group 1 2013 Parts Performance Group 2 2013 Parts Performance Group 3 C4 Digital Workshop

For more detailed information about each course, click the icon to launch the Course Catalog.

COURSE NO LONGER APPLICABLE TO JOB CATEGORY Elective Courses B001J Measuring Collision Center Performance B002J Collision Center Sales & Marketing B003J Collision Center Human Resource Management J B004 Production Management Concepts B005J Collision Repair Estimating B0099J Advanced Collision Center Manager

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Course credit expires Jan. 2015 Course credit expires Jan. 2016 Course credit not currently scheduled to expire Must have completed course before Jan. 1, 2008 to receive credit Must have completed course before Jan. 1, 2011 to receive credit Must have completed course before Aug. 1, 2011 to receive credit 2013 Lexus Commitment to Perfection CERTIFICATION PROGRAM v4.1

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SERVICE/PARTS MANAGER COURSE LIST

COURSES NO LONGER OFFERED Core Courses D011s• D1506 D1556 D170• D1916 D260t

Coaching Strategies for Managers Franklin Time Management Lexus Hybrid Essentials Delivering the Lexus Promise 2013 ES Invigorate Power of Communication

Elective Courses D419l Lexus Safety + Traction System 6 DP1201 2012 Service Performance Group 1 DP12026 2012 Service Performance Group 2 DP12036 2012 Service Performance Group 3 DP12046 2012 Parts Performance Group 1 DP12056 2012 Parts Performance Group 2 DP12066 2012 Parts Performance Group 3 DP12076 2012 PC Performance Group LBS766 2012 Field Kaizen Meeting M1016 Executive Management 101 6 M105 Executive Management Summit M1066 Executive Management Fundamentals 6 M107 Executive Management - Motivating Employees M1086 Executive Management - Coaching High Performance Teams M2016 Executive Management 201 6 M301 Executive Management 301 M4016 Executive Management 401

Program Notes s Alternate credit available; view Course Parity report at www.lctpreports.com n For additional information, visit www.I-CAR.com : For additional information, visit www.ase.com H For additional information, visit www.crrtraining.com 6 Course credit expires Jan. 2014

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Course credit expires Jan. 2015 Course credit expires Jan. 2016 Course credit not currently scheduled to expire Must have completed course before Jan. 1, 2008 to receive credit Must have completed course before Jan. 1, 2011 to receive credit Must have completed course before Aug. 1, 2011 to receive credit 2013 Lexus Commitment to Perfection CERTIFICATION PROGRAM v4.1

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SERVICE/PARTS MANAGER CERTIFICATION

CERTIFIED

SENIOR

Tenure Participants must be actively employed by or enrolled through a Lexus dealership and listed as a Service Manager, Parts Manager, Service Parts Manager, Collision Center Manager or Affiliate Collision Center Manager.

Tenure Participants must have a minimum of 18 months total Lexus experience and must complete all current requirements for basic Certified and Senior Certification Levels.

Self-Paced Modules/Tests Complete, with a minimum score of 80%, the following: All Foundations tests (see below) E450 Welcome to the Future of Lexus Certification Maintenance Complete any new Foundations tests or be designated as “Not Certified.” To maintain Certified status, all current basic Certified Certification Level requirements must be maintained.

Approved Courses Complete a total of 5 courses from the Approved Course List. Select 3 Core courses and 2 additional Core or Elective courses: _________________ _________________ _________________ _________________ _________________ Self-Paced Modules/Tests Complete, with a minimum score of 80%, the following: All Foundations tests (see Certified section) E420 Intro to the Lexus Service Process E450 Welcome to the Future of Lexus E470 Accessory Sales Fundamentals L074 Lexus Hybrid General Service L083 Lexus Interior Noise Module – Fixed Ops LE218 0W-20 Synthetic Motor Oil for Lexus Vehicles LSC13A Lexus Recalls and Service Campaigns Product Launch/Special Requirements Complete the current Product Launch requirements.

Foundations Tests C368 Foundations Lexus Hybrid Drive C369 Foundations Lexus Certified Pre-Owned C373 Foundations Lexus IS C376 Foundations Lexus GX C378 Foundations Lexus HS C379 Foundations Lexus Essentials – Delivered C380 Foundations Lexus Traditions (TRAD) C381 Foundations Lexus CT C382 Foundations Lexus GS C383 Foundations Lexus Enform C384 Foundations Lexus ES C385 Foundations Lexus RX C386 Foundations Lexus LX C387 Foundations Lexus LS C388 Foundations Lexus IS (required 09/2013)

Certification Maintenance To maintain Senior status, all current basic Certified and Senior Certification Level requirements must be maintained on an annual basis.

Reminder for Current Requirements Log on to www.lctpreports.com for updated Certification Rules and Approved Course Listings and www.lctptests.com for access to existing Foundations tests and self-paced modules.

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SERVICE/PARTS MANAGER CERTIFICATION

MASTER Tenure Participants must have a minimum of 36 months total Lexus experience and must complete all current requirements for basic Certified, Senior and Master Certification Levels.

NOTES

________________________________ ________________________________ ________________________________

Approved Courses Complete a total of 8 courses from the Approved Course List. Select 5 Core courses and 3 additional Core or Elective courses: _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________

________________________________ ________________________________ ________________________________ ________________________________ ________________________________

Self-Paced Modules/Tests Complete, with a minimum score of 80%, the following: All Foundations tests (see Certified section) E420 Intro to the Lexus Service Process E421 Lexus Navigation Systems E450 Welcome to the Future of Lexus E470 Accessory Sales Fundamentals L074 Lexus Hybrid General Service L083 Lexus Interior Noise Module – Fixed Ops LE218 0W-20 Synthetic Motor Oil for Lexus Vehicles LSC13A Lexus Recalls and Service Campaigns

________________________________

Product Launch/Special Requirements Complete the current Product Launch requirements.

________________________________

Certification Maintenance To maintain Master status, all current basic Certified, Senior and Master Certification Level requirements must be maintained on an annual basis.

________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________

________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________

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