cover all the bases 2019...bases” by delivering service excellence at each step of the service...

Cover All the Bases 2019 Service Advisor Contest

Money Ball: Getting to the Series

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Nissan 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 the

Bases” 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 as

customers 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 customer

satisfaction surveys are sent to your customers during this time as well.

Why should this matter to you? Because survey results measure the service experience

you provide your customers against your competitors. This also influences current and

future customers in the choices they make for their vehicle service needs and their new

vehicle purchases – which is your future business!

Contest Information:

I. CONTEST OVERVIEW:

Each week, for seventeen weeks, “Cover All the Bases” will continue providing details to

improve your customer service skills. This year we’ll use the baseball theory known as

Moneyball to explore undervalued KPIs that can help you boost your overall score and

provide 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 performance

with KPI scores leads to long lasting customers who look to you and your dealer for

assistance in maintaining their vehicle for life.

Returning for 2019 is the Cover All the Bases (CATB) Index Composite Score that

measures key KPI questions of the revised Owner First Survey (OFS). These questions

are 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 drive

the CATB Index Composite score and pass brief Service Process-related courses on Nissan

Virtual Academy. These assignments will automatically load each Monday during the

Contest on each Service Advisor’s Virtual Academy home page.

There will be four new assignments each month (one per week) starting July 1 and ending

November 1. Advisors who meet the CATB Index Composite score criteria and



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complete/pass all four assignments for the given month will be automatically entered into

a monthly drawing for a chance to win one of the following: a gift prize award valued

between $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 on their 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 (percent

of advisors completing weekly assignments). Qualifying Service Managers will be eligible

to 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 qualifying

Service Advisor will have four chances to win one of the gift prize award based on four

individual monthly OFS scores and completion of the weekly assignments.

The following tables provides information on each of the weekly topics. New for 2019

includes a specific topic for product related information.

Week Initiation July Topic and Product August Topic and Product

1. Greeting Q22 – Overall Service Experience

Q3 – Got an appointment on the day you desired

2. Write-up Q6B – Provided helpful advice

HVAC Operation and Diagnosis

Q6F – Tried to sell unnecessary work

Bluetooth Operation

3. Delivery Q6E – Reviewed results of vehicle tech inspection

(High Impact)

Q8 – Advisor reviewed the work that was done

4. Follow-up Q6D - Kept informed of the

vehicle status (High Impact) Sonar Systems Front

and Rear

Q20 - Contacted regarding your

satisfaction (High Impact) Battery Basics

5. All Star Break Q6A – Focused on you and your

needs



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Week Initiation September Topic and Product

October Topic and Product

1. Greeting Q5 - Wait time to speak to service representative

Q11 – Technology amenities offered (Premium)

2. Write-up Q6F - Used a tablet device during visit (High Impact) Automatic Emergency

Braking

Q12 – Food/beverage amenities offered (Premium) Apple Car Play/Android

Auto

3. Delivery Q13 Contacted when vehicle

was ready

Q14 - Was vehicle ready when

promised (High Impact)

4. Follow-up Q16 - Work completed right the first time (High Impact)

Nissan Connect

Q19 - Vehicle returned in acceptable condition (High

Impact) ProPilot Assist

NEW AWARD WEBSITE:

Each gift prize award winner now has the opportunity to select his or her award from

many options using the Cover All the Bases Awards Website. A prizewinner may choose

one or several items depending on the size of their award. Each participant has the

opportunity to review the gift prize site and create an online log-in in the event they are

drawn for one of the $200, $400 or $500 gift prize awards. The website can be found by

accessing: www.NissanCoveralltheBases.com

IV. Eligibility

1) All Service Advisors, Express Service Advisors and Service Managers currently

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% certified or “In-

Grace” for the month of the drawing. Certification or “In-Grace” during the entire Contest

period (July 1 – November 31, 2019) is required for the All-Star Award eligibility.

http://www.nissancoverallthebases.com/



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V. SERVICE ADVISOR AND SERVICE MANAGER MONTHLY PRIZES

For July 1, 2019 thru November 1, 2019, Nissan will award the following Service Advisor

prizes each month for completing each of the monthly modules:

Up to 4, $500 gift value prize awards from our new Cover All the Bases award

website

Up to 44, $200 gift value prize awards from our new Cover All the Bases award

website

In addition, up to 10, $500 gift value prize awards from our Cover All the Bases award

website (www.NissanCoveralltheBases.com) will be awarded for Service Managers each

month based on their Service Advisors’ overall participation in the Contest for module

completion.

VI. $400 gift value prize award Give Away for Service Advisors and Service

Managers

NEW - All Star Break

The Top 30 Service Advisors who completed each of the first 9 modules by the end of the

week 9 All Star Break (by August 31st), as well as having the highest CATB Index Score

will receive one of 30 $400 value gift prize award. The CATB Index Composite score will

be based on their August 3-month CATB Index Composite scores.

Service Advisor – Week 14

At 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 a

drawing for up to one of 30 $400 value gift prize awards.

Service Manager – Week 14

At 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 be

entered 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 Manager

during the All Star Break or Week 14 gift prize give away. All gift prize awards are

redeemed at: www.NissanCoveralltheBases.com





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VII. END-OF–CONTEST AWARDS (ADVISOR, MANAGER AND TEAM)

Service Advisor MVP

At the conclusion of the Contest, the top 10 qualifying All-Star Service Advisors with the

highest 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 monthly

drawing are eligible for this end-of-Contest award.

All Star Team – Top 100 Advisors

Top 100 performing Advisors who complete all 17 weekly assignments by the end of the

Contest will earn a personalized Cover All the Bases trophy baseball in a case for display

at work or home.

All Star Manager Team – Top 30 Service Managers

Service Managers with the highest percentage of their Service Advisors (must be

registered in Virtual Academy) that complete all 17 weekly assignments over the Contest

period will receive a personalized Cover All the Bases trophy baseball in a case for display

at work or home. In case of a tie, awards will go to the dealership with the highest CATB

Index Composite score during the Contest.

NEW - Service Advisor and Service Manager Contest Completion Award

Service Advisors and Service Managers who complete all 17 modules by November 1,

2019 will receive a unique Cover All the Bases stainless steel tumbler.



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VIII. PERFORMANCE CRITERIA

Cover All the Bases (CATB) Index Composite Score

The CATB Index Composite score will be made up of the combined scores of the following Service KPI questions:

Q5 - Wait time to speak to a Service Representative Q6D - 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:

Q5 Wait time to

speak to a Service

Representative

Q6D Kept

informed of the vehicle

status

(% Yes)

Q6E Reviewed

results of vehicle

inspection

(MPI) (% Yes)

Q14 Vehicle

ready when promised (% Yes)

Add Q scores and

divide by 4:

CATB Index

Composite Score

894 940 925 845 901

Monthly

Advisors

To be eligible for the monthly Service Advisor drawings, Advisors must achieve

an individual monthly CATB Index Composite score of 901 or more. CATB Index

Composite score is measured by the calculation of scores from the Owner First Survey

Site for the given month.

Or

Service Advisors must exceed the individual’s previous month’s CATB Index Composite

score by 10 or more points (as measured by the calculation of scores from the Owner First

Survey Site for the given month).



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Survey Counts

Service Advisors must have a minimum of 8 Owner First Surveys per month to qualify for

the 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 to

qualify for the Service Manager monthly awards.

Managers

Service Managers with the highest percentage of participation by all Service Advisors

registered in Virtual Academy, completing each weekly assignment, become eligible for

one 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 that month

Service Advisor Example:

Month

Assignments Completed

Service KPI

August Week 1 Course

Week 2 Course Week 3 Course

Week 4 Course

CATB Index Composite

score exceeds July score by 10 points

If the Advisor shows certified in Nissan Virtual Academy (or In Grace) and

completes/passes the assignments above, they will receive one entry into the August month end gift value prize awards drawing.



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Service Manager Example:

Month

Dealership

Advisor Participation

CATB Index August Dealer 1

Dealer 2

Dealer 3 Dealer 4

Dealer 5 Dealer 6 Dealer 7

Dealer 8 Dealer 9

Dealer 10 Dealer 11

100% 100%

95% 94%

94% 93% 93%

92% 90%

88% 88%

921 925

928 897

900 901 915

885 895

899 906

In the above example, if Managers are Certified (or In Grace) in Virtual Academy and represent the top participation rates for the month, then Dealers 1-9 and 11 would

receive the 10 Service Manager awards. In the event of a tie for the final spot after applying the CATB Composite Index rank, a random drawing will determine the final recipient.

VIIII. End of Contest

All Star Team – Top 100 Advisors

Advisors will be ranked according to their individual October 90-day CATB Index

Composite score (as measured by the Owner First Survey). The top 100 qualified

Advisors will be awarded the All Star award. To qualify for the All Star award, an Advisor

must complete all 17 of the weekly assignments for July through October and have a

minimum 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 MVP

All Star Service Advisors with the top 10 highest 90-day CATB Index Composite score will

receive the MVP (Most Valuable Player) award of a $500 gift prize award. Service Advisors

that 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 period



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All Star Manager Team – Top 30 Service Managers

Service Managers will be ranked according to the percentage of their Service Advisors

(registered in Virtual Academy) who completed 100% of the 17 weekly assignments over

the 4-month contest period. The top 30 Service Managers will earn a personalized Cover

All 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 provided

to each matching manager.

Please note:

1) Participants can win only one monthly gift prize award during the four-month contest period. However, monthly winners are still eligible for the “All-Star” team award and top 10 MVP awards, which will be announced in November.

2) Due to survey data, report timing and contest certification requirements, the gift prize

awards will be awarded in the month following the month in which it was earned. For example, gift prize winners in July will be notified and will receive their prizes at the end of August.



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Cover All the Bases Prize Summary

The following table provides an overview of all prizes that will be awarded throughout the

Cover All the Bases Contest. All gift prize awards are redeemed at:

www.NissanCoveralltheBases.com

Service Advisor Monthly Weeks 14 Enhancement Week 9 All Star Break

Enhancement

All Star and MVP

Up to 4 $500 value

gift prize award from website

Week 14 = 30, $400 value gift prize award

from website

Week 9 = 30, $400

value gift prize award from website

Top 100 =

Personalized baseball

Up to 44 $200 value prize award from

website

MVP Top 10 = $500 value gift prize award

from website

CATB Index Composite

Score of 901 or greater

OR exceed the previous

month’s CATB Index

Composite by 10 or

greater points.

Service Advisors

completing all modules

by the end of week 6

and week 14 are eligible

for gif t prize drawing.

30 Service Advisors with

the highest CATB Index

Composite Score are

eligible for award by

completing all modules

by the end of week 9.

Advisors ranked

according to their

individual October 90-

day CATB Index

Composite score.

Top 100 Advisors

receive baseballs.

Service Advisor MVP Top

10 highest October 90-

day CATB Index

Composite Score receive

gift cards and baseballs.

Service Manager Monthly Week14 Enhancement All Star Top 30

Up to 10 $500 gift cards

Week 14 = 5 $400 value gift prize award from website

Top 30 = Personalized baseball

Highest percentage of

participation by all Service

Advisors completing each weekly

assignment.

Managers who’s Advisors

completed 100% of all modules

by the end of week 14 are

eligible for gift prize drawing.

30 Managers ranked according to

whose Advisors completed 100% of

the 17 weekly assignments.

Ties determined by 90-day

dealership CATB Composite Index

and 90-day survey count.

Contest Completion Service Advisor Contest Completion Award

Individual award for all Service Advisors completing all 17 CATB modules

Advisors and managers who complete all 17 modules by November 1,

2019 will receive a unique Cover All the Bases stainless steel tumbler.




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X. Disclaimer:

Winners will be provided with a Form1099-MISC by Nissan North America, Inc. reporting

the fair market value of the prize for the calendar year in which the prize is fulfilled. This

information will also be submitted to the IRS.

By participating, entrants and winners agree to release and hold harmless Sponsor, its

affiliates, partners and promotion and advertising agencies and each of their respective

parent companies, subsidiaries, affiliates, partners, representatives, agents, successors,

assigns, employees, officers and directors (collectively, the “Released Entities”), from any

and all liability, for loss, harm, damage, injury, cost or expense whatsoever including

without limitation, property damage, personal injury and/or death which may occur in

connection 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 and

for any claims based on publicity rights, defamation or invasion of privacy and merchandise

delivery. Sponsor is not responsible if contest cannot take place or if the prize cannot be

awarded 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 these

Official 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 time

without incurring liability. Contest rules shall be interpreted solely by Sponsor and Sponsor

shall not be bound by any previous interpretations made by Sponsor.

IN NO EVENT WILL THE RELEASED ENTITIES BE RESPONSIBLE OR LIABLE FOR ANY

DAMAGES OR LOSSES OF ANY KIND, INCLUDING DIRECT, INDIRECT, INCIDENTAL,

CONSEQUENTIAL OR PUNITIVE DAMAGES ARISING OUT OF YOUR PARTICIPATING IN THE

CONTEST. WITHOUT LIMITING THE FOREGOING, THIS CONTEST AND ALL PRIZES ARE

PROVIDED “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 JURISDICTIONS

MAY NOT ALLOW THE LIMITATIONS OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR

CONSEQUENTIAL DAMAGES OR EXCLUSION OF IMPLIED WARRANTIES SO SOME OF THE

ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. CHECK YOUR LOCAL LAWS

FOR ANY RESTRICTIONS OR LIMITATIONS REGARDING THESE LIMITATIONS OR

EXCLUSIONS.



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The Contest will be administered by a special committee in the Product, Service, and

Technical Training Department at Nissan North America, Inc.

Send questions or comments to: [email protected]

Nissan North America, Inc. reserves the right to substitute a gift card for an item of equal

or greater value, at Nissan North America, Inc.’s sole discretion. Prize has no cash value

and cannot be substituted.

Please watch your emails (and the Virtual Academy Bulletin Board Mail

Box) for additional details and weekly assignments.

cover all the bases 2019...bases” by delivering service excellence at each step of the service...

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