MBUSA Launches Elite Service Advisor Education Program Rigorous Screening & Talent Selection Process Aims to Raise Customer Service Standard

MONTVALE, N.J., May 18, 2005 -- Mercedes-Benz USA announced today the launch of the ELITE Service Advisor Education Program, an innovative new hire initiative created to attract and source Mercedes-Benz Service Advisors for dealerships nationwide. Developed to meet the demand for customer service excellence, new Mercedes-Benz product launches and growth at the dealer level, the comprehensive program is the first in the automotive industry to implement a state-of-the-art talent selection process modeled after talent-selection programs used in the hospitality and entertainment industries. With this program, Mercedes-Benz aims to develop its greatest competitive advantage, its people, and to further raise the bar of customer service.

"Mercedes-Benz understands that people are at the heart of delivering a world-class ownership experience," said Greg Settle, Department Manager, Retail Training Education and Development, Mercedes-Benz USA. "Since the Service Advisor is the primary point of contact between the customer and the Mercedes-Benz dealership Service Department, he or she will set the tone for the customer's entire experience. We recognize this critical role and through the new ELITE program, we can offer a pool of top talent to our dealers nationwide and set a higher standard of customer service across the country."

The ELITE Service Advisor Education Program starts with recruitment at colleges and career fairs, through career websites and via personal contacts. Once candidates are identified, they begin the online application process through the Mercedes-Benz Talent Portal by logging on to http://mbusa.mywebinterview.com/serviceadvisor. Applicants go through a rigorous screening process which includes background checks, drug screening, initial computer and customer service skill assessments and an e-Learning course. During each step, the applicant learns about the Mercedes-Benz organization and the job roles available at dealerships.

Candidates who pass the initial online screening are invited to participate in a talent interview with Talent Plus, a pioneer in raising the bar for excellence in talent recruitment and setting the standard for companies such as The Ritz-Carlton. The interview, which focuses on the applicant's attitude and aptitude, determines whether a candidate's personality and skills are a proper fit for the Service Advisor position.

Those candidates who do well in the interview go on to complete three weeks of self-paced online instruction in which they learn about the Mercedes-Benz organization, vehicles, and job role. Upon successful completion of the e-Learning course, candidates are matched with hiring dealers and later engage in four weeks of instructor-led classroom, experiential and e-Learning to understand the Mercedes-Benz culture and values, foundations of world-class customer service, selling skills, communication techniques, product knowledge, dealer management systems and organizational skills. Mentoring and development of graduates continues after hire in their post-graduate employment through a dealership mentoring program.

According to Art Motroni, General Manager of Foreign Motors West in Natick, MA, "The ELITE Service Advisor Program took the guesswork out of whether the individual new hire prospect for an advisor position in our Dealership had the right "DNA" for the job. By eliminating the need to determine a person's characteristic attributes and flaws during the interview process, the program saved us the financial burden of recruitment in addition to accelerating their training by at least three or four months."

The ELITE Service Advisor Education Program is part of MBUSA's broader New Hire Retail campaign to source talent and improve recruitment and education processes. This program began in 1998 with the introduction of the ELITE Technician Program, a Mercedes-specific 16-week intensive technical training designed to produce qualified entry-level technicians. ELITE will further expand with the introduction of the ELITE Sales Consultant and ELITE Parts Advisor Education Programs scheduled to launch over the next year. Through these programs, Mercedes-Benz reaffirms its commitment to developing its workforce and providing the highest level of customer service in the industry.

Mercedes-Benz USA

MBUSA, headquartered in Montvale, New Jersey, is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In 2004, MBUSA achieved an all-time sales record of 221,610 new vehicles, setting the highest sales volume ever in its history and achieving eleven consecutive years of sales growth. More information on MBUSA and its products can be found on the Internet at www.mbusa.com and www.maybachusa.com.

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