Yamaha Motor Academy - 2023 programs & courses

Yamaha Motor

Introduction

The aim of this brochure is to provide you with an overview of the Programs and Courses available from the Yamaha Motor Academy.

At the Academy, we are committed to supporting you with the tools and knowledge you need to build Customer relationships and deliver the highest standards of Customer care so that ALL our Customers become Customers for life.

To help you achieve this, we have developed specific Job Education Programs for the most common Job Roles in a Yamaha dealership. We believe that all Yamaha dealer staff should complete the Job Education Programs that correspond to their Job Roles, as a foundation for their daily job.

JOB EDUCATION PROGRAMS

NOTE: Some Job Education Programs available for PTW only

And, so that you can stay updated on the latest Yamaha products and technologies, we are continuously developing new Yearly Update Courses throughout the year (such as new model Courses).

All the Programs and Courses in this overview can be found via the online Learning Experience Platform (LXP) on https://www.yamahamotor-academy.eu/learn. This state-of-the-art online environment allows you to follow and learn at your own pace and convenience.

And there is much more to come! We will make regular updates about new Programs and Courses and new functionalities and tools that will help you and your dealership move forward. So, stay tuned!

Onboarding

All the Job Education Programs outlined in this brochure start with our Onboarding Courses and then continue with Courses specific to each Job Role.

The Onboarding Courses are available to everyone, for every Job Role, and for every Product Group. They invite you to take a tour of the brand and understand what makes Yamaha so unique. They are a great opportunity to learn more about the company you represent, its values and the way it operates to deliver an outstanding Kando experience for our Customers.

Which are the Courses and what can you expect to learn?

• Yamaha Brand Heritage

Our history and what makes us so unique.

• Yamaha Products & Services

Our diverse product portfolio.

• Yamaha Brand Strategy

The brand’s strategy and vision for the future.

• The Global Yamaha Way

The whole picture of Yamaha Shared Values.

Job Education Programs

Powered Two Wheelers (PTW)

Sales & Marketing (page 10)

• Sales & Marketing Onboarding

• Sales Advisor I & II

• Marketing Coordinator

Customer Service (page 18)

• Customer Service Onboarding

• Technician I & II

• Service Advisor I & II

Recreational Vehicles (RV)

Customer Service (page 28)

• Technician I

Marine

Customer Service (page 32)

• Technician I & II

Smart Powered Vehicles (SPV)

Customer Service (page 38)

• eBike Onboarding

• Technician I

Powered Two Wheelers (PTW) – Sales & Marketing

There are 3 complete Job Education Programs available for Sales & Marketing dealer employees:

• Sales Advisor I (page 12)

• Sales Advisor II (page 14)

• Marketing Coordinator (page 16)

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Sales & Marketing Onboarding

In addition to the Onboarding, these Programs start with a set of specific Sales & Marketing Onboarding Courses.

Primarily intended for Sales & Marketing dealer employees, these Courses allow you to explore the brand’s Sales operations and Showroom sales routines and discover how they impact the Customer Experience as part of the whole Customer Journey.

Which are the Courses and what can you expect to learn?

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Understanding of Customer Experience

How behaviours, attitudes and working according to the Yamaha brand philosophy can influence the Customer's experience.

Sales Operations

How the Yamaha Customer-focused Showroom Sales Process works.

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Core Showroom and Sales Routines

How the Yamaha Sales infrastructure and organisation are built.

Key IT Systems

How the main functions of the Yamaha IT systems operate within the daily business.

Sales Advisor I

This Job Education Program starts with the Sales & Marketing Onboarding and continues with Courses to equip you, as a Sales Advisor, with the knowledge, competencies and skills required to best operate within the Yamaha sales and marketing functions.

Through a varied range of Courses, it covers topics such as Sales Management, Managing the Showroom, Customer Satisfaction and more.

The Sales Advisor I Program is fully online.

What can you expect to learn?

• How to deliver the different Sales requirements within a Yamaha dealership: (Lead Management, Responding to Customer enquiries, Demo Ride, Pre-Owned products, Product presentation and more).

• How the Customer’s role fits within the Sales process and what you can do to offer them a remarkable experience.

Which Courses are included in this Program?

• Onboarding (4 Courses – see Onboarding Section)

• Understanding Customer Experience

• Sales Operations

• Core Showroom and Sales Routines

• Key IT Systems

• Introduction to marketing

• Marketing Strategy & Execution

• Sales Management

• Managing Showroom

• Customer Consultation

• The Handover – creating the experience

• Customer Care in Sales

• Customer Stories

Sales Advisor II

This Job Education Program is a step up from Sales Advisor I and aims to help you gain advanced sales skills by using psychology tools and professionalising the way you work. As your career develops, having core Sales Management skills is key to your success and that of your dealership.

As part of the Program, you will also acquire knowledge to help you understand business strategy using figures, and Customer psychology; both of which are key for optimising your sales activities.

The Sales Advisor II Job Education Program starts with a set of online Courses and ends with an engaging Classroom Course of 2 days. This is where you can put lessons learned into practice with colleagues from other dealerships, so expect fun days with lively workshops and discussions!

What can you expect to learn?

• How to better engage with the business strategies of your company.

• How to use your skills and knowledge to improve business results.

• How to enhance Customer Experience using Customer psychology.

• How to get the most out of each Customer conversation with more fun and better results.

Which Courses are included in this Program?

• Sales Management Success

• Psychology in Sales and Marketing

• Cross- and upselling

• Stock Management

• Return on Sales

• Using Salesforce*

• Sales Advisor II – Classroom Session (ILT)

*Only applicable for selected countries

Marketing Coordinator

Whether you’re a small, niche outlet or part of a large dealer group, marketing is fundamental to the success of any dealer business.

This Job Education Program will help those of you responsible for dealer marketing activities to evaluate existing marketing practices and identify how to build on them to interact with Customers and prospects alike in an engaging and sustainable way.

The Marketing Coordinator Program is fully online.

What can you expect to learn?

• Who your Customers are and what their needs might be.

• How to interact effectively with both Consumer and Business Customers at the right time and right place.

• How to navigate the intricacies of digital marketing.

• How to bring everything together in your marketing strategy and plans for your dealership team to align with.

Which Courses are included in this Program?

• Onboarding (4 Courses – see Onboarding Section)

• Understanding Customer Experience:

• Sales Operations

• Core Showroom and Sales Routines

• Key IT Systems

• Sales & Marketing Onboarding (4 Courses – see Onboarding Section)

• Introduction to Marketing

• Marketing Strategy & Execution

• Managing Showroom

• Customer Stories

• Marketing Channels

• Building Your Digital Marketing Strategy

• Customer Care in Marketing

Powered Two Wheelers (PTW) – Customer Service

There are 4 complete Job Education Programs available in which Customer Service (Aftersales) employees can graduate. In addition to the Onboarding, these Programs start with a special Customer Service Onboarding Course.

• Technician I (page 20)

• Technician II (page 22)

• Service Advisor I (page 24)

• Service Advisor II (page 26)

Customer Service Onboarding

Primarily intended for Customer Service (Aftersales) dealer employees, this Course outlines the importance of everyone in the Service team to deliver an outstanding Customer Experience that aligns with the Yamaha Kando experience values and processes.

Which are the Courses and what can you expect to learn?

• Customer Journey – The Service Experience

How you influence the Customer Experience, your role and how to best serve your Customer.

Technician I

The Technician I Job Education Program for PTW focuses on general maintenance and is intended to improve technical knowledge. The Program covers topics such as engine components, electrical and electronics, transmissions, cooling, lubrication, and chassis.

In addition, the Program offers you, as a technician, the opportunity to review and reinforce Service working procedures and learn how to make the best use of the Yamaha Service Manuals.

The Technician I Program is fully online.

What can you expect to learn?

• Introduction to professional work standards, shop safety rules, correct use of tools and Yamaha Service Manuals.

• A special focus on the use of precision measuring tools for diagnostics, maintenance, and repair.

• Basic functioning of all the tools and systems described above.

• How to ensure the correct utilisation of the tools in the workshop ensuring safety and correct handling of materials.

• Knowledge of basic Yamaha product repair and periodic maintenance.

Which Courses are included in this Program?

• Onboarding (4 Courses – see Onboarding Section)

• Customer Journey – The Service Experience

• Computer Usage

• Work Procedures

• Safety, tools and materials

• Basic Electricity

• Electrical Systems

• Fuel Systems

• Engine Principles

• Engine Components

• Cooling and lubrication

• Transmission motorcycle and scooter

• Chassis

Technician II

This Program is a step up from Technician I and aims to help you develop strong diagnostic skills, learn how to use diagnostic test equipment, and correctly follow the 8 Step Diagnostic Procedure.

In addition, the Program shows you, as technicians, how to use schematics to assist with diagnosing and troubleshooting systems, through a methodical approach. This will help you fix everything first time and give our Customers an excellent experience, even in repair and maintenance!

The Technician II Job Education Program starts with a set of online Courses and ends with an engaging Classroom Course of 2 days that includes hands-on technical workshops. Here, you’ll go into more detail and can put lessons learned into practice together with colleagues from other dealers. Expect fun days working on Yamaha’s latest models and technologies!

What can you expect to learn?

• Which tools and procedures are used to diagnose common engine issues – including the use of diagnostic test equipment.

• How to identify and interpret engine noises and assembly/disassembly of engines and engine systems.

• Which tools and procedures are used to diagnose common electrical issues on a variety of the Yamaha systems including starting, ignition, fuel injection and charge systems.

• Introduction to computer-based diagnostic tools for accessing and clearing diagnostic codes.

• How to use graphical data to troubleshoot EFI and electrical problems.

Which Courses are included in this Program?

• The 8 Step Diagnostic Procedure

• Service Manual – Repair & Diagnostics

• Electricity

• Measuring Electricity

• Charging Systems

• Data Networks

• Engine Management – Fuel Control

• Engine Management – Ignition Control

• Engine Measurements

• Technician II – Classroom Course

Service Advisor I

The focus of this Job Education Program is Customer excellence, using the 7 steps aftersales process as a red thread. In three online Courses, you, as a Service Advisor, will familiarise yourself with the aftersales process and the communication involved. Interactive videos are used to make this online training more tangible in helping you improve your performance in the dealership, and it will help prepare you for the level II Program.

The Service Advisor I Program is fully online.

What can you expect to learn?

• A full understanding of the 7 steps of the Yamaha Aftersales Customer Reception Process and its benefits.

• The phases of this journey where the Service Advisor makes a difference and how this can be achieved.

• The importance of Customer loyalty and actions that can positively increase customer loyalty.

• Points of attention concerning all forms of communication in the dealership.

• The desired Customer Experiences and actions that improve the Customer Experience.

Which Courses are included in this Program?

• Onboarding (4 Courses – see Onboarding Section)

• Customer Journey – The Service Experience

• 7 steps to Customer Excellence

• Key elements of the 7 steps

• Communication

• Computer usage

• Safety, tools and materials

• Basic electricity

• Electrical systems

• Fuel system

• Engine principles

• Engine components

• Cooling and lubrication

• Transmission motorcycle and scooter

• Chassis

Service Advisor II

The Service Advisor II Job Education Program is a logical completion of Service Advisor I, with the main objective being to maximise your performance as a Service Advisor. You will graduate via a highly engaging Classroom Course of 2 days, where you will bring the Yamaha Aftersales Customer Reception Process into practice.

The Program focuses on the application of learnings from Level I. You will acquire skills to help you further improve communication and build relationships in Service. The approach of this training is to have lots of interactions to learn from and is all about participating, rather than spectating. Roleplaying is used to practice challenging, real-life situations in the Customer Reception Process.

Regardless of how many years of experience you might have, you will discover that there is always something to share and to learn!

What can you expect to learn?

• How to further enhance the Customer’s experience with the brand.

• How to prioritise and plan work activities according to the Yamaha Aftersales Customer Reception Process.

• How to demonstrate professional behaviour with the Customer and/or your colleagues.

• How to demonstrate the ability to adapt your behavioural style to communicate effectively.

• How to create a detailed and clearly worded Work Order, voicing the Customer’s own words in a concise manner and providing enough detail for workshop staff to carry out the requested work.

• How to advise the Customer in situations of extra work, P&A sales and/or future service and tailor your delivery to that specific Customer and situation.

• How to explain/justify the work carried out and/or invoice a Customer according to the Yamaha Active Service Delivery.

Which Courses are included in this Program?

• Service Advisor II – Classroom Course

Recreational Vehicles (RV) – Customer Service

This Job Education Program is available for Customer Service (Aftersales) employees of a Yamaha ATV, Snowmobile or Golf Car Dealer.

• Technician I (page 30)

Technician I

The Technician I Job Education Program for the above Recreational Vehicles focuses on general maintenance and is intended to improve technical knowledge. It covers topics such as engine components, electrical and electronics, transmissions, cooling, lubrication, and chassis.

In addition, the Program offers you, as a technician, the opportunity to review and reinforce Service working procedures and learn how to make the best use of the Yamaha Service Manuals.

The Technician I Program is fully online.

What can you expect to learn?

• Introduction to professional work standards, shop safety rules, correct use of tools and Yamaha Service Manuals.

• A special focus on the use of precision measuring tools for diagnostics, maintenance, and repair.

• Basic functioning of all the tools and systems described above.

• How to ensure the correct utilisation of the tools in the workshop ensuring safety and correct handling of materials.

• Knowledge of basic Yamaha product repair and periodic maintenance.

Which Courses are included in this Program?

• Onboarding (4 Courses – see Onboarding Section)

• Customer Journey – The Service Experience

• Computer Usage

• Work Procedures

• Safety, tools and materials

• Basic Electricity

• Electrical Systems

• Fuel Systems

• Engine Principles

• Engine Components

• Cooling and lubrication

• Transmission ATV and SMB

• Chassis

Marine – Customer Service

These Job Education Programs are available for Customer Service (Aftersales) employees of a Yamaha Outboard or Waverunner Dealer.

• Technician I (page 34)

• Technician II (page 36)

Technician I

The Technician I Job Education Program for Marine focuses on general maintenance and is intended to improve technical knowledge. It covers topics such as engine components, electrical and electronics, transmissions, cooling, lubrication, and chassis.

In addition, the Program offers you, as a technician, the opportunity to review and reinforce Service working procedures and learn how to make the best use of the Yamaha Service Manuals.

The Technician I Program is fully online.

What can you expect to learn?

• Introduction to Yamaha Service and tools that are available such as manuals.

• Basic electricity.

• Engine mechanics and engine control, with a focus on service and maintenance.

• Important rigging topics such as remote controls and gauges, propellers, but also corrosion.

Which Courses are included in this Program?

• Onboarding (4 Courses – see Onboarding Section)

• Boating Basics

• Computer Usage

• Procedures & Documents

• Safety, tools and materials

• Basic Electricity

• Electrical Systems

• Fuel System Principles

• Engine Principles

• Engine Mechanical

• Cooling and lubrication

• Drive Unit

• Propellers

• Corrosion

• Rigging

Technician II

This Program is a step up from Technician I and aims to help you develop strong diagnostic skills, learn how to use diagnostic test equipment, and correctly follow the 8 Step Diagnostic Procedure.

In addition, the Program shows you, as technicians, how to use schematics to assist with diagnosing and troubleshooting systems, through a methodical approach. This will help you fix everything first time and give our Customers an excellent experience, even in repair and maintenance!

The Technician II Job Education Program starts with a set of online Courses and ends with an engaging 2 day Classroom Course that includes hands-on technical workshops. Here, you’ll go into more detail and can put lessons learned into practice together with colleagues from other dealers. Expect fun days working on Yamaha’s latest models and technologies!

What can you expect to learn?

• How to use a professional diagnostic procedure to help Customers even more.

• How to better understand engine management, electrical components, and engine control.

• How to correctly apply electrical measurements when performing engine diagnosis.

• More about engine overhaul including the lower unit and power trim and tilt.

Which Courses are included in this Program?

• The 8 Step Diagnostic Procedure

• Diagnosis using YDIS & Service Manual

• Sensors and actuators

• Measuring electricity

• Power supply & charging

• Networks

• Engine control

• Engine overhaul

• Power Trim & Tilt

• Technician II – Classroom Course

Smart Powered Vehicles (SPV) – Customer Service

This Job Education Program is available for Customer Service (Aftersales) employees of a Yamaha eBike Dealer.

• eBike Onboarding (page 38)

• Technician I (page 40)

eBike Onboarding

This course is available to everyone and every Job Role in a Yamaha eBike dealership. It is an introduction to the world of eBikes, addressing different segments of eBikes and their development, Yamaha's direction, Yamaha's eBike technology, and the Customers who love eBikes.

Which are the Courses and what can you expect to learn?

• eBike Onboarding

− About the different types of eBikes and their Customers

− Yamaha eBike technology

Technician I

The Technician I Job Education Program for eBikes focuses on general maintenance and is intended to improve technical knowledge. It covers topics such as engine components, electrical and electronics, transmissions, cooling, lubrication, and chassis.

In addition, the Program offers you, as a technician, the opportunity to review and reinforce Service working procedures and learn how to make the best use of the Yamaha Service Manuals.

The Technician I Program is fully online.

What can you expect to learn?

• Introduction to Yamaha systems, work procedures and safety procedures for working with eBikes.

• How to select the right eBike for your Customer and how to set it up for delivery.

• General bicycle technology, service, and maintenance.

• How to perform diagnostics on Yamaha eBike components.

Which Courses are included in this Program?

• Onboarding (4 Courses – see Onboarding Section)

• eBike Onboarding

• Computer Usage

• Work Procedures

• Safety, tools and materials

• Geometry & Setup

• Technology

• Electrification

• Diagnostic

EV Programs

Electric Vehicles (EV)

In 2022, Yamaha disclosed its plans to enter the world of mobility with electric vehicles and in the same year, the first model classified as a High Voltage (HV) vehicle was launched: the NEO’s.

An Electric Vehicle (EV) Training Program for relevant Yamaha dealer staff has since been developed, allowing you to gain the relevant knowledge to ensure safety by implementing the EV guidelines on EV product work.

3 key areas of responsibility have been defined for the EV Training Program:

• EV IP: Instructed Person who can only isolate HV circuit and do ‘normal’ service work

• EV SP: Skilled Person, also able to work on HV components

• EV NP: Nominated Person, in control and responsible for the work activity related to EV

NOTE: EV training requirements can differ based on national and regional laws!

EV Instructed Person Program

EV IP: Instructed Person who can only isolate HV circuit and do ‘normal’ service work

An EV Instructed Person (EV IP) may not carry out any work on electrical vehicles or equipment under their own responsibility and must only carry out work with on which they have been properly trained. All electrical work must be performed under the control and/or supervision of an EV NP.

This Program must be completed by all Technicians but is optional for Service Advisors.

What can you expect to learn?

• General knowledge of different EV systems.

• How to identify HV systems.

• The definition of a calamity and how to react and apply First Aid.

• Knowledge of HV hazards.

• Effects of current flow through the human body.

• The roles and responsibilities regarding HV work in the organisation.

• How to describe and execute the process of de-energising an intrinsically safe high-voltage vehicle.

• How to create a safe HV working environment.

• How to use and test Personal Protection Equipment (PPE).

• What the role of an EV IP is according to the EN 50110 standard.

Which Courses are included in this Program?

• EV - Introduction Course

• NEO's Service Course

• EV IP (Instructed Person) Course – Online Classroom

EV Skilled Person Program

EV SP: Skilled Person, also able to work on HV components

An EV Skilled Person (EV SP) may carry out electrical work for which they have undergone specialist training independently and under their own responsibility. An EV SP always bears technical responsibility, i.e., is responsible for the technical result of the electrical work which they have performed.

This Program is optional for both Technicians and Service Advisors.

What can you expect to learn?

• How to describe the role of an EV SP according to the EN 50110 standard.

• How to state which arrangements must be made in the work environment regarding HV work.

• How to read and judge a provided work instruction.

• What safety rules must be implemented before working on an intrinsically safe HV vehicle.

• How to select the correct job role as a minimal requirement for each part of the assigned work on an HV vehicle.

• How to describe and execute the measurement to confirm that the HV system is de-energised.

• What components are needed to construct a hybrid or electric drive vehicle.

• What the purpose of the HV wiring and working principles of the HV safety systems are.

Which Courses are included in this Program?

• EV - Introduction Course

• NEO's Service Course

• EV IP (Instructed Person) Course – Online Classroom

• EV SP (Skilled Person) Course – Online Classroom

EV Nominated Person Program

EV NP: Nominated Person, in control and responsible for the work activity related to EV

The EV Nominated Person (EV NP) in Control of the Work Activity (NPCWA) carries the overall responsibility of all EV-related aspects of the business. If the employer has the relevant (technical) skills and knowledge, they can designate themself as the EV nominated person in control of the work activity.

This Program is required for the dealer-assigned employee* (minimum one per dealer).

*The EV NP must be assigned by the Dealer Principal. The learner will receive access to the Program based on this condition.

What can you expect to learn?

• The obligations of the employer and the EV NP.

• How to describe the role of an EV NP according to the EN 50110 standard.

• How to explain the purpose and composition of a designation letter.

• The purpose of the risk analysis and the work instruction.

• How to perform a risk assessment.

• How to compose a work instruction.

Which Courses are included in this Program?

• EV - Introduction Course

• NEO's Service Course

• EV IP (Instructed Person) Course – Online Classroom

• EV SP (Skilled Person) Course – Online Classroom

• EV NP (Nominated Person) Course – Online Classroom

Yearly Update Courses

Introduction

While our Job Education Programs will significantly boost your knowledge and skills to build the strong foundation needed in your daily job, we also consider it important to continue your personal development on an ongoing basis.

That is why at the Yamaha Motor Academy, we also offer you a set of Yearly Update Courses. These enable you to further solidify the level of knowledge and skills you have gained and keep you up to date with the latest technologies, products, and services that Yamaha Motor has to offer.

The Yearly Update Courses contain Courses such as new Product or Technology Courses and are added or updated during the year, e.g., when a new model is introduced. This ensures you stay up to date on the most relevant Courses released during the last 12 months. But don’t worry! You will receive a notification each time a new Course has been introduced so that you can start planning for a convenient moment and learn all about our latest products or services.

YEARLY UPDATE COURSES

Introduction Product Courses

The Introduction Product Courses are useful for all of you as Yamaha dealer employees because they provide valuable information about any new product that Yamaha introduces.

What can you expect to learn?

• The development background of the new product.

• Important new features introduced on the new product.

Service Product Courses

The Service Product Courses support Yamaha for those of you who work in the Service area of your dealership. In addition to the content offered in the Introduction Product Courses, they zoom in on features and important topics relevant to you as Technicians and Service Advisors.

What can you expect to learn?

• New technologies that come with the new product.

• Useful tips and tricks related to service & maintenance.

Sales Product Courses

The Sales Product Courses provide valuable information and knowledge to support Sales Advisors, Marketing Coordinators, and Service Advisors in their daily job. Being in daily contact with our Customers, it is vital you all keep our Customers well informed about Yamaha's latest products.

What can you expect to learn?

• What the key market is and who the potential new Customers of the new product are.

• Who the competitors are and our unique values against them.

• An overview of different versions, colours, and accessories.

Summary

We hope you are inspired by this brochure to start or continue the Job Education Programs and Yearly Update Courses relevant to your Job Role.

Remember, it’s quick and easy to view all the Programs and Courses available to you via the online Learning Experience Platform (LXP) on https://www.yamaha-motor-academy.eu/learn.

If you’re not sure how to navigate the LXP, check out the Quick Guide e-learning on there and it will explain everything you need to know: from how to access the Course Catalogue to how to sign up for a Classroom Course.

In the meantime, from all of us at the Yamaha Motor Academy, we hope you enjoy your personal Learning Journey with Yamaha Motor.

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