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Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the SeriesNissan Training is pleased to announce the 2019 Nissan SERV Summer Series.Our goal again this summer is to remind each Service Advisor to “Cover All theBases” by delivering service excellence at each step of the service process.The summer season is one of the busiest times of the year for your dealership ascustomers make plans for summer vacations and prepare their vehicles for family trips;however, what you may not know is that a larger number of syndicated customersatisfaction surveys are sent to your customers during this time as well.Why should this matter to you? Because survey results measure the service experienceyou provide your customers against your competitors. This also influences current andfuture customers in the choices they make for their vehicle service needs and their newvehicle purchases – which is your future business!Contest Information:I.CONTEST OVERVIEW:Each week, for seventeen weeks, “Cover All the Bases” will continue providing details toimprove your customer service skills. This year we’ll use the baseball theory known asMoneyball to explore undervalued KPIs that can help you boost your overall score andprovide excellent customer service.Top players in baseball are selected for the All Star Team due to their individual statistics.Top Teams make it to the World Series due to their team’s performance. Top performancewith KPI scores leads to long lasting customers who look to you and your dealer forassistance in maintaining their vehicle for life.Returning for 2019 is the Cover All the Bases (CATB) Index Composite Score thatmeasures key KPI questions of the revised Owner First Survey (OFS). These questionsare key drivers of customer opinion that Service Advisors have the ability to influence.During the Contest period, participants will be challenged to excel at activities that drivethe CATB Index Composite score and pass brief Service Process-related courses on NissanVirtual Academy. These assignments will automatically load each Monday during theContest on each Service Advisor’s Virtual Academy home page.There will be four new assignments each month (one per week) starting July 1 and endingNovember 1. Advisors who meet the CATB Index Composite score criteria and1
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the Seriescomplete/pass all four assignments for the given month will be automatically entered intoa monthly drawing for a chance to win one of the following: a gift prize award valuedbetween 200 and 500 from our new Cover All the Bases award website.At the end of the Contest period, the Top 100 Service Advisors in the country, based ontheir 90-day Cover All the Bases Index Composite score, will be selected for the “All Star”team and awarded a special trophy baseball award for display.Service Managers are also able to participate in the Cover All the Bases Contest.Managers qualify each month based on their Service Advisors’ participation rates (percentof advisors completing weekly assignments). Qualifying Service Managers will be eligibleto be entered into a monthly drawing for a chance to win a gift prize award valued up to 500 from our new Cover All the Bases award website.II.CONTEST PERIOD AND TOPICS:July 1st, 2019 – November 1st, 2019.The OFS scores and assignments will be evaluated by employees of Nissan North America,Inc. where prizes will be awarded for every month. Each participating and qualifyingService Advisor will have four chances to win one of the gift prize award based on fourindividual monthly OFS scores and completion of the weekly assignments.The following tables provides information on each of the weekly topics. New for 2019includes a specific topic for product related information.Week1.2.3.4.5.InitiationGreetingJuly Topic and ProductQ22 – Overall ServiceExperienceWrite-upQ6B – Provided helpfuladviceHVAC Operation andDiagnosisDeliveryQ6E – Reviewed results ofvehicle tech inspection(High Impact)Follow-upQ6D - Kept informed of thevehicle status (HighImpact)Sonar Systems Frontand RearAll Star Break2August Topic and ProductQ3 – Got an appointment on theday you desiredQ6F – Tried to sell unnecessaryworkBluetooth OperationQ8 – Advisor reviewed the workthat was doneQ20 - Contacted regarding yoursatisfaction (High Impact)Battery BasicsQ6A – Focused on you and yourneeds
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the 4.Follow-upSeptember Topic andProductQ5 - Wait time to speak toservice representativeQ6F - Used a tablet deviceduring visit (High Impact)Automatic EmergencyBrakingQ13 Contacted when vehiclewas readyQ16 - Work completed right thefirst time (High Impact)Nissan ConnectOctober Topic and ProductQ11 – Technology amenitiesoffered (Premium)Q12 – Food/beverageamenities offered (Premium)Apple Car Play/AndroidAutoQ14 - Was vehicle ready whenpromised(High Impact)Q19 - Vehicle returned inacceptable condition (HighImpact)ProPilot AssistNEW AWARD WEBSITE:Each gift prize award winner now has the opportunity to select his or her award frommany options using the Cover All the Bases Awards Website. A prizewinner may chooseone or several items depending on the size of their award. Each participant has theopportunity to review the gift prize site and create an online log-in in the event they aredrawn for one of the 200, 400 or 500 gift prize awards. The website can be found byaccessing: www.NissanCoveralltheBases.comIV.Eligibility1) All Service Advisors, Express Service Advisors and Service Managers currentlyemployed at any active authorized Nissan dealer in the U.S. and registered in VirtualAcademy throughout the entire contest period.2) Additionally, the Service Advisor and Service Manager must be 100% certified or “InGrace” for the month of the drawing. Certification or “In-Grace” during the entire Contestperiod (July 1 – November 31, 2019) is required for the All-Star Award eligibility.3
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the SeriesV.SERVICE ADVISOR AND SERVICE MANAGER MONTHLY PRIZESFor July 1, 2019 thru November 1, 2019, Nissan will award the following Service Advisorprizes each month for completing each of the monthly modules: Up to 4, 500 gift value prize awards from our new Cover All the Bases awardwebsite Up to 44, 200 gift value prize awards from our new Cover All the Bases awardwebsiteIn addition, up to 10, 500 gift value prize awards from our Cover All the Bases awardwebsite (www.NissanCoveralltheBases.com) will be awarded for Service Managers eachmonth based on their Service Advisors’ overall participation in the Contest for modulecompletion.VI. 400 gift value prize award Give Away for Service Advisors and ServiceManagersNEW - All Star BreakThe Top 30 Service Advisors who completed each of the first 9 modules by the end of theweek 9 All Star Break (by August 31st), as well as having the highest CATB Index Scorewill receive one of 30 400 value gift prize award. The CATB Index Composite score willbe based on their August 3-month CATB Index Composite scores.Service Advisor – Week 14At the conclusion of the first 14 weeks of Cover All the Bases Contest (by October 6th),Service Advisors who completed each of the first 14 modules will be entered into adrawing for up to one of 30 400 value gift prize awards.Service Manager – Week 14At the conclusion of the first 14 weeks of Cover All the Bases Contest (by October 6th),Service Managers that have all their advisors complete each of the 14 modules will beentered into a drawing for up to one of 5 400 value gift prize awards.Only one 400 value gift prize award may be won per Service Advisor or Service Managerduring the All Star Break or Week 14 gift prize give away. All gift prize awards areredeemed at: www.NissanCoveralltheBases.com4
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the SeriesVII.END-OF–CONTEST AWARDS (ADVISOR, MANAGER AND TEAM)Service Advisor MVPAt the conclusion of the Contest, the top 10 qualifying All-Star Service Advisors with thehighest 90-day CATB Index Composite score will receive the MVP (Most Valuable Player)Award of a 500 gift prize award. Even Service Advisors who previously won a monthlydrawing are eligible for this end-of-Contest award.All Star Team – Top 100 AdvisorsTop 100 performing Advisors who complete all 17 weekly assignments by the end of theContest will earn a personalized Cover All the Bases trophy baseball in a case for displayat work or home.All Star Manager Team – Top 30 Service ManagersService Managers with the highest percentage of their Service Advisors (must beregistered in Virtual Academy) that complete all 17 weekly assignments over the Contestperiod will receive a personalized Cover All the Bases trophy baseball in a case for displayat work or home. In case of a tie, awards will go to the dealership with the highest CATBIndex Composite score during the Contest.NEW - Service Advisor and Service Manager Contest Completion AwardService Advisors and Service Managers who complete all 17 modules by November 1,2019 will receive a unique Cover All the Bases stainless steel tumbler.5
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the SeriesVIII. PERFORMANCE CRITERIACover All the Bases (CATB) Index Composite ScoreThe CATB Index Composite score will be made up of the combined scores of the followingService KPI questions:Q5 - Wait time to speak to a Service RepresentativeQ6D - Kept informed of the vehicle status?Q6E – Reviewed results of vehicle inspection e.g. (Multi Point Inspection)Q14 - Vehicle ready when promised?The index score will be calculated as follows:Example:Q5Wait time tospeak to aServiceRepresentativeQ6DKeptinformed ofthe vehiclestatus(% Yes)Q6EReviewedresults ofvehicleinspection(MPI)(% Yes)Q14Vehicleready whenpromised(% Yes)894940925845Add Qscores anddivide by 4:CATBIndexCompositeScore901MonthlyAdvisorsTo be eligible for the monthly Service Advisor drawings, Advisors must achievean individual monthly CATB Index Composite score of 901 or more. CATB IndexComposite score is measured by the calculation of scores from the Owner First SurveySite for the given month.OrService Advisors must exceed the individual’s previous month’s CATB Index Compositescore by 10 or more points (as measured by the calculation of scores from the Owner FirstSurvey Site for the given month).6
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the SeriesSurvey CountsService Advisors must have a minimum of 8 Owner First Surveys per month to qualify forthe monthly drawings, or a minimum of 24 surveys in a 90-day period.Dealerships must have a minimum of 24 surveys per month or 72 surveys in 90-days toqualify for the Service Manager monthly awards.ManagersService Managers with the highest percentage of participation by all Service Advisorsregistered in Virtual Academy, completing each weekly assignment, become eligible forone of 10 500 monthly gift prize award drawings.In case of a tie, the following criteria will be used: Highest dealership Cover All the Bases (CATB) Index Composite score for thatmonthService Advisor Example:MonthAugustAssignments CompletedWeek 1 CourseWeek 2 CourseWeek 3 CourseWeek 4 CourseService KPICATB Index Compositescore exceeds July scoreby 10 pointsIf the Advisor shows certified in Nissan Virtual Academy (or In Grace) andcompletes/passes the assignments above, they will receive one entry into the Augustmonth end gift value prize awards drawing.7
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the SeriesService Manager Example:MonthAugustDealershipDealer 1Dealer 2Dealer 3Dealer 4Dealer 5Dealer 6Dealer 7Dealer 8Dealer 9Dealer 10Dealer 11Advisor TB Index921925928897900901915885895899906In the above example, if Managers are Certified (or In Grace) in Virtual Academy andrepresent the top participation rates for the month, then Dealers 1-9 and 11 wouldreceive the 10 Service Manager awards. In the event of a tie for the final spot afterapplying the CATB Composite Index rank, a random drawing will determine the finalrecipient.VIIII.End of ContestAll Star Team – Top 100 AdvisorsAdvisors will be ranked according to their individual October 90-day CATB IndexComposite score (as measured by the Owner First Survey). The top 100 qualifiedAdvisors will be awarded the All Star award. To qualify for the All Star award, an Advisormust complete all 17 of the weekly assignments for July through October and have aminimum of 24 surveys during the 90-day period.In case of ties for the 100th spot, an award will be provided to each matching advisor.Service Advisor MVPAll Star Service Advisors with the top 10 highest 90-day CATB Index Composite score willreceive the MVP (Most Valuable Player) award of a 500 gift prize award. Service Advisorsthat won one of the monthly drawings are eligible for the end of Contest award.In case of a tie for the 10th spot, the following criteria will be used: Earliest date of completion of all weekly courses Most surveys during the 90-day period8
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the SeriesAll Star Manager Team – Top 30 Service ManagersService Managers will be ranked according to the percentage of their Service Advisors(registered in Virtual Academy) who completed 100% of the 17 weekly assignments overthe 4-month contest period. The top 30 Service Managers will earn a personalized CoverAll the Bases trophy baseball in a case for display at work or home.In case of ties, to determine the final award recipients, the following criteria will be used: 90-day dealership CATB Composite Index (highest to lowest)90-day survey count (highest to lowest)If after applying all criteria, there is still a tie for the 30th spot, an award will be providedto each matching manager.Please note:1) Participants can win only one monthly gift prize award during the four-month contestperiod. However, monthly winners are still eligible for the “All-Star” team award andtop 10 MVP awards, which will be announced in November.2) Due to survey data, report timing and contest certification requirements, the gift prizeawards will be awarded in the month following the month in which it was earned. Forexample, gift prize winners in July will be notified and will receive their prizes at theend of August.9
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the SeriesCover All the Bases Prize SummaryThe following table provides an overview of all prizes that will be awarded throughout theCover All the Bases Contest. All gift prize awards are redeemed at:www.NissanCoveralltheBases.comService AdvisorMonthlyUp to 4 500 valuegift prize award fromwebsiteUp to 44 200 valueprize award fromwebsiteCATB Index CompositeScore of 901 or greaterOR exceed the previousmonth’s CATB IndexComposite by 10 orgreater points.Weeks 14 EnhancementWeek 14 30, 400value gift prize awardfrom websiteService Advisorscompleting all modulesby the end of week 6and week 14 are eligiblefor gif t prize drawing.Week 9 All Star BreakEnhancementAll Star and MVPWeek 9 30, 400value gift prize awardfrom websiteTop 100 Personalized baseballMVP Top 10 500value gift prize awardfrom website30 Service Advisors withthe highest CATB IndexComposite Score areeligible for award bycompleting all modulesby the end of week 9.Advisors rankedaccording to theirindividual October 90day CATB IndexComposite score.Top 100 Advisorsreceive baseballs.Service Advisor MVP Top10 highest October 90day CATB IndexComposite Score receivegift cards and baseballs.Service ManagerMonthlyWeek14 EnhancementUp to 10 500 gift cardsWeek 14 5 400 value giftprize award from websiteHighest percentage ofparticipation by all ServiceAdvisors completing each weeklyassignment.Managers who’s Advisorscompleted 100% of all modulesby the end of week 14 areeligible for gift prize drawing.All Star Top 30Top 30 Personalized baseballContest CompletionService Advisor Contest Completion AwardIndividual award for all Service Advisors completing all 17 CATBmodulesAdvisors and managers who complete all 17 modules by November 1,2019 will receive a unique Cover All the Bases stainless steel tumbler.1030 Managers ranked according towhose Advisors completed 100% ofthe 17 weekly assignments.Ties determined by 90-daydealership CATB Composite Indexand 90-day survey count.
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the SeriesX.Disclaimer:Winners will be provided with a Form1099-MISC by Nissan North America, Inc. reportingthe fair market value of the prize for the calendar year in which the prize is fulfilled. Thisinformation will also be submitted to the IRS.By participating, entrants and winners agree to release and hold harmless Sponsor, itsaffiliates, partners and promotion and advertising agencies and each of their respectiveparent companies, subsidiaries, affiliates, partners, representatives, agents, successors,assigns, employees, officers and directors (collectively, the “Released Entities”), from anyand all liability, for loss, harm, damage, injury, cost or expense whatsoever includingwithout limitation, property damage, personal injury and/or death which may occur inconnection with, preparation for, travel to, or participation in contest, or possession,acceptance and/or use or misuse of prize or participation in any contest-related activity andfor any claims based on publicity rights, defamation or invasion of privacy and merchandisedelivery. Sponsor is not responsible if contest cannot take place or if the prize cannot beawarded due to travel cancellations, delays or interruptions due to acts of God, acts of war,natural disasters, weather or acts of terrorism. Entrants who do not comply with theseOfficial Rules, or attempt to interfere with this contest in any way shall be disqualified.Sponsor may cancel, amend, or revoke Contest in full or in part for any reason at any timewithout incurring liability. Contest rules shall be interpreted solely by Sponsor and Sponsorshall not be bound by any previous interpretations made by Sponsor.IN NO EVENT WILL THE RELEASED ENTITIES BE RESPONSIBLE OR LIABLE FOR ANYDAMAGES OR LOSSES OF ANY KIND, INCLUDING DIRECT, INDIRECT, INCIDENTAL,CONSEQUENTIAL OR PUNITIVE DAMAGES ARISING OUT OF YOUR PARTICIPATING IN THECONTEST. WITHOUT LIMITING THE FOREGOING, THIS CONTEST AND ALL PRIZES AREPROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED,INCLUDING BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY,FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT. SOME JURISDICTIONSMAY NOT ALLOW THE LIMITATIONS OR EXCLUSION OF LIABILITY FOR INCIDENTAL ORCONSEQUENTIAL DAMAGES OR EXCLUSION OF IMPLIED WARRANTIES SO SOME OF THEABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. CHECK YOUR LOCAL LAWSFOR ANY RESTRICTIONS OR LIMITATIONS REGARDING THESE LIMITATIONS OREXCLUSIONS.11
Cover All the Bases 2019Service Advisor ContestMoney Ball: Getting to the SeriesThe Contest will be administered by a special committee in the Product, Service, andTechnical Training Department at Nissan North America, Inc.Send questions or comments to: Robert.Johnson2@nissan-usa.comNissan North America, Inc. reserves the right to substitute a gift card for an item of equalor greater value, at Nissan North America, Inc.’s sole discretion. Prize has no cash valueand cannot be substituted.Please watch your emails (and the Virtual Academy Bulletin Board MailBox) for additional details and weekly assignments.12
employed at any active authorized Nissan dealer in the U.S. and registered in Virtual Academy throughout the entire contest period. 2) Additionally, the Service Advisor and Service Manager must be 100
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