2023 Standards For Excellence
CONSULTANT PERFORMANCE PROGRAM

1) OnStar Online Enrollment

(must be completed prior to Mobile App Onboarding*) – SFE-Eligible Retail Deliveries only

***FLEET DELIVERIES SHOULD NOT COMPLETE ONSTAR ONLINE ENROLLMENT***

To be eligible for the Sales Consultant Performance Program bonus payout, Sales Consultants must complete OnStar Online Enrollment on all SFE-eligible Retail deliveries. For each eligible SFE VIN, OnStar Online Enrollment must be completed while the customer is at the dealership, prior to delivery, so the customer can personally accept or decline the OnStar Terms & Conditions and Privacy Statement.

• Sales Consultants must submit completed OnStar Online Enrollment in the Online Enrollment app within GM GlobalConnect – also available in Service Workbench**
• OnStar Online Enrollment must be submitted by the Sales Consultant within 15 days of the VIN delivery date on record with General Motors
• OnStar Online Enrollment must be submitted prior to activation of the customer's OnStar account for that specific VIN.
• Customer must accept or decline the OnStar Terms & Conditions and Privacy Statement (TCPS)
  • Sales Consultant is required to place a signed copy of the Terms & Conditions in the deal jacket. This is subject to audit at any time. If a copy is not placed in the deal jacket, there will be charge-back for the Dealer and Sales Consultant.
  • Terms and Conditions must be personally accepted by the customer, and the email submitted during Online Enrollment must match the email used for Mobile App Onboarding
• Credit is not given if OnStar is activated via manual enrollment (via OnStar Advisor) prior to Online Enrollment.

*OnStar Terms and Conditions must be "Yes" in order for Mobile App Onboarding to take place **OnStar Job Aids are available on the In-Vehicle Technology tab in GlobalConnect.

Note Deliveries without OnStar Online Enrollment completed at the time of delivery will still count toward the Channel Payout Grid but will not qualify for a bonus payout.

Eligible Deliveries: OnStar Online Enrollment is required for Retail and Retail Lease delivery types as outlined in the 2023 SFE-Eligible Delivery Type chart on page 21 of these SFE Consultant Performance Program rules.*

• CDR Delivery Types 018 (Business/Organization) and 029 (Retail Lease – Business Organization) are required to have an OnStar Online Enrollment Acknowledgment

* Courtesy Transportation (CTP) units are not eligible for the SFE Consultant Performance Program, however, when vehicles are taken out of Courtesy Transportation (CTP) and sold to a retail customer as a new vehicle, the OnStar Online Enrollment must be completed for the delivery to be eligible for bonus payout.

Notification Enrollments/One Click Enroll with Valid Email Opt-In

• A valid customer email address must be captured during Online Enrollment
• Emails are audited; invalid email submissions (i.e. none@none.com) will be disqualified and removed
• Customer Enrollment Confirmation must be completed

Description:

• Customers will provide a valid email address during the Online Enrollment process (see the Dealer Guide to New OnStar Online Enrollment posted on the In-Vehicle Technology tab in GlobalConnect)
• Under the One-Click Enroll section, customers may enroll in OnStar Services, including:
  • Smart Driver/OnStar Insurance
  • Diagnostics Report
  • Diagnostics Alert
  • Proactive Alerts
  • Dealer Maintenance Notification
  • Theft Alarm Notification
  • Data Usage Alerts
• Place a copy of the Customer Enrollment Confirmation in the deal jacket. This will serve as valuable backup if there are questions or an audit regarding the status of Notification Enrollments/One Click Enroll with valid email.

2) Mobile App Onboarding Qualifier

(70%) – SFE-Eligible Retail Deliveries only

To be eligible for the Sales Consultant Performance Program bonus payout, Sales Consultants must meet the Mobile App Onboarding qualifier established by GM. For at least 70% of eligible retail SFE deliveries, Mobile App Onboarding must be completed via the myBrand App (on the customer's mobile device) within 15 days of the VIN delivery date. (It is a best practice to complete onboarding before the customer leaves the dealership.)

Steps for Mobile App Onboarding Success:

• Download Brand App
• Complete Mobile App Onboarding steps
  • Download the app
  • Email validation
  • Two-factor authentication
  • Multivehicle ownership
  • Name car

My GM Rewards enrollment (if customer is not already enrolled) (see below for more detail regarding My GM Rewards)

• Personalization of in-vehicle applications and radio presets/favorites
• WiFi setup
• Add family members

Get to the final Onboarding Screen ----> You're All Set Up

MY GM REWARDS

The My GM Rewards Loyalty program isn't just about a more streamlined process and increased spending potential. My GM Rewards Members are able to unlock additional benefits and opportunities as they engage with the program. Sales Consultants will need to enroll their customers through the Mobile App Onboarding process. It's the quickest way to earn points and complete the Onboarding Process, which will provide the customer all the benefits of owning a new GM vehicle.

Note: Members who are already enrolled in My GM Rewards will need to supply the e-mail associated with their Member account. After that, their new vehicle points will load and the Sales Consultant and Dealer will receive enrollment credit.

BENEFITS OF ENROLLING CUSTOMERS IN THE MY GM REWARDS PROGAM

• Dealership will be able to offer a world-class loyalty program to your customers
• Members will earn on customer pay service, parts and accessories (including e-commerce) purchases made at your dealership and be able to redeem points on eligible customer pay service, parts and accessories (including e-commerce) purchases made at your dealership
• Customers who become My GM Rewards Members spend more and return to your dealership more frequently than Non-Members
• The My GM Rewards Credit Card can amplify the benefits for those who apply and are approved with enhanced earning and redemption features

RESOURCES/BEST PRACTICES:

• Enroll customer through the Mobile App Onboarding process
  • a) This will allow points to be awarded quickly and Sales Consultant dashboard updated sooner
  • b) Unenrolled customers need to use the e-mail address that was used during OLE signup to enroll into the My GM Rewards Program
  • c) Member's My GM Rewards name, address, phone number and e-mail MUST match the delivery report for points to be systematically awarded
  • d) If customer does not have smartphone capabilities, help them create an account and sign into their GM Account online (chevrolet.com, buick.com, gmc.com, or cadillac.com) to guide customer through My GM Rewards Enrollment process
• Member enrollment verification can be found in the My GM Rewards App in GlobalConnect by clicking on the Member Verification and Point Redemption Section
  • a) Input Member's (customer) e-mail address associated with their My GM Rewards account in the redeem function to verify successful enrollment
  • b) If a Tier Status (i.e., Silver, Gold, or Platinum) displays, enrollment is verified. Sales Consultants have 15 days from the vehicle delivery date to enroll the customer in My GM Rewards to ensure the Member earns the New Vehicle Points
• In order for a Member (customer) to receive New Vehicle My GM Rewards points, the Dealer must be enrolled in the My GM Rewards program

3) Mobile App Usage Qualifier

(70%) – SFE-Eligible Retail Deliveries only

Customer must perform a key fob function using the Mobile App within 15 days of the VIN delivery date (e.g., lock/unlock, start/stop, lights on/off).

Mobile App Onboarding and Mobile App Usage must be completed within 15 days of the delivery date for at least 70% of all retail deliveries in order to be eligible for a bonus payout. Each retail delivery must have a valid (within 15 days of the delivery date) Mobile App Onboarding and Mobile App Usage date in order to count toward the Mobile App OnBoarding + Mobile App Usage percentage calculation for the sales month. The 70% usage calculation is brand-specific.

Mobile App Onboarding + Mobile App Usage percent calculation example:

• Sales Consultant delivered six (6) SFE-Eligible Retail VINs for the month
• VIN 4 does not count toward the 70% minimum Mobile App Onboarding and Mobile App Usage completion percentage because the Mobile App Usage date is over 15 days from the VIN delivery date
• Since the other VINs have Mobile App Onboarding and Mobile App Usage completion dates within 15 days from the delivery date, the Mobile App Onboarding + Mobile App Usage percentage calculation is 83.33% (5 VINs divided by 6 = 83.33%)

Eligible Deliveries:

Mobile App Onboarding and Usage is required for at least 70% of monthly Retail and Retail Lease delivery types as outlined in the 2023 SFE-Eligible Delivery Type chart on page 21 of these SFE Consultant Performance Program rules.*

• CDR Delivery Types 018 (Business/Organization) and 029 (Retail Lease – Business Organization) are required to have an OnStar Online Enrollment Acknowledgment

* Courtesy Transportation (CTP) units are not eligible for the SFE Consultant Performance Program, however, when vehicles are taken out of Courtesy Transportation (CTP) and sold to a retail customer as a new vehicle, the Mobile App Onboarding must be completed for the delivery to be eligible for bonus payout.

If your customers need mobile assistance after a completed Welcome Call, please have them contact the Connection Center Team (CCT) (877) 558-8352

Note: OnStar Job Aids are available on the In-vehicle technology tab in GlobalConnect, or for additional questions contact CCT at 877-558-8352.

4) Subscriptions: Blue Button Welcome Call Qualifier

– SFE-Eligible Retail Deliveries only

A Blue Button Welcome Call is required, except for the following qualifying actions:

• Buick/GMC vehicles that include a three-year Premium Plan (RPO R9M)
• Customer transferring a paid monthly plan from a trade-in vehicle with existing OnStar services
• Customer purchases Multi-Year Plan (MYP) at time of delivery
• Customer purchases services through mobile app and places credit card on file electing to extend the trial period

Deliveries not requiring OnStar Online Enrollment and Blue Button Welcome Call with valid email opt-in are:

• Vehicles not equipped with OnStar
• Vehicles not requiring OnStar Online Enrollment are marked with a double asterisk (**) in the OnStar Online Enrollment column of the retail VIN detail report on the SFE Sales Consultant Bonus program website
• Fleet sales - CDR Delivery Types:
  • 014 (Leasing Company)
  • 035 (Business Organization)
  • 036 (Non-Federal Government without Bid Assistance)

Blue Button Welcome Call Requirements– SFE-Eligible Retail Deliveries Only

For each eligible Retail SFE VIN, if the customer accepts the OnStar Terms & Conditions and Privacy Statement, the Blue Button Welcome Call must be completed within 15 days of the original VIN delivery date for the VIN to be eligible for payout.

Sales Consultants are not allowed to:

• Perform a Blue Button Welcome Call on behalf of the customer
• Create a confrontational situation with an OnStar Advisor

If a customer purchases an OnStar Multi-Year Plan at the dealership, the customer is not required to press their blue button, however, Sales Consultant will be given credit for the blue button press. The sale of the Multi-Year Plan is captured during the OnStar Online Enrollment process.

Additionally, if the customer extends their trial during New Owner Setup in the Mobile App or if they transfer a paid service plan from their previous vehicle to the new one, they are not required to press their blue button for the Sales Consultant to receive credit.

VINs with completed Online Enrollment, Mobile App Onboarding, Mobile App Usage, or Blue Button Welcome Call not displaying on the program website:

• PLEASE WAIT A MINIMUM OF 5 FULL BUSINESS DAYS BEFORE ESCALATING THE ISSUE. Data processing time can take up to 3 full business days before it is reflected on your program website. If it has been longer than 5 business days, please file an SFE appeal.
• Should there be a technical issue trying to enroll a customer – please contact the OnStar Dealer Center (888 ONSTAR-1) to receive technical support.
• All appeals must be filed before the 90th day following the delivery date. Any appeals post 90 days will be rejected as untimely. For more information on the appeals process, please see page 25.

**FLEET DELIVERIES SHOULD NOT COMPLETE ONSTAR ONLINE ENROLLMENT**

OnStar Terms & Conditions (FAN TCPS) – SFE-Eligible Fleet Deliveries Only

The OnStar Terms & Conditions/Privacy Statement must be signed by each Fleet Account Number (FAN) customer in order for the eligible VINs associated with that FAN to be eligible. The FAN must actively respond via e-signature to TCPS (accept or decline) for a VIN to be eligible.

The Sales Consultant with the GMIN on the CDR will be the person paid and responsible for obtaining the e-signature of the OnStar TCPS document. This e-signature must be obtained within 30 days of a qualified delivery described below. Please allow 72-96 hours after e-signature completion to be reflected in the SFE system.

Deliveries requiring OnStar Terms & Conditions/Privacy Statement are Fleet delivery types as outlined in the 2023 SFE-Eligible Delivery Type chart on page 21 of the SFE Consultant Performance Program rules.

Questions regarding FAN TCPS should be directed to the OnStar Dealer Center: (888) ONSTAR-1. Sales Consultants with questions regarding the FAN TCPS reporting on the program website should contact Program Headquarters at (877)401-6938.

Fleet Bonus Examples:

*Per vehicle potential payout based on channel grid/flat payout on page 18.

Resources: For more information, please refer to the training in the Dealer Technology Library available through GlobalConnect. Frequently-Asked Questions are also available on the SFE Consultant Performance Program website accessible through the App Center on GlobalConnect.

In order for a Fleet VIN to be eligible for SFE and any payout, the TCPS must be signed. If the TCPS isn't signed within the 30-day parameter, the VIN won't get paid.

Consultant Performance Program Bonus Payout

Reporting

Access your personalized earnings statement at the SFE Consultant Performance Program website accessible through the App Center on GlobalConnect. Reports will not be available until your Dealer Operator has enrolled you in the Program.

Sales Consultant Program Website -- Sales Consultants, Sales Managers and Dealer Operators can view the Sales Consultant dashboard, which includes sales volume level, VIN detail, OnStar Online Enrollment, Mobile App Onboarding, Blue Button Welcome Call, FAN TCPS, Customer Experience and Training information. Estimated earnings will not display in the "Pending Earnings" column until program qualifiers are met. Once the payments are processed, reports will reflect the Processed Date and the amount earned will move to the "Paid Earnings" column.

Monthly Financial Statement -- The Dealer may access a monthly financial statement that includes, by channel, units sold, credits due to unenrollments, RTS, etc., and payout amounts for the month and year to date.

Appeals Process

Sales Consultants may appeal their individual Program results to GM and Program Headquarters through the online Consultant Performance Program Appeals Process:

• 2023 program rules will be strictly adhered to
• The SFE Consultant Performance Program Appeals process is accessible for GM Field Personnel, Dealers and Sales Consultants on the program website. Appeals can be submitted at the VIN level, or general appeals (Customer Experience, Training, VINs not appearing on the dashboard, etc.) can be submitted from the menu bar of the program home page.
• Appeals are reviewed, researched and approved or denied within 15 days of receipt, provided all required documentation is included
  • Note: OnStar/Mobile App Onboarding appeals are reviewed, researched and approved or denied within 30 days of receipt, provided all required documentation is included
• The Sales Consultant must establish one GMIN to their SSN in GlobalConnect, which is used for sales reporting and Center of Learning
• GM Field Personnel, Dealers or Sales Consultants submitting appeals must select the correct subject by checking the box on the appeal entry screen at the VIN level (OnStar Online Enrollment, Mobile App Onboarding, Mobile App Usage, OnStar Blue Button Welcome Call, FAN TCPS) or for non-VIN-level appeals, from the menu bar of the program home page (Training, Customer Experience, VIN Not Appearing on Dashboard)
• OnStar - questions regarding OnStar Online Enrollment, Notification Enrollments/One Click Enroll, Blue Button Welcome Call or FAN TCPS should be directed to the local OnStar Account Manager or the OnStar Dealer Center (888) ONSTAR-1. Sales Consultants with questions regarding reporting on the SFE Sales Consultant Bonus program website should contact Program Headquarters at 1-877-401-6938.
• VINs with completed data not displaying on the program website:
  • PLEASE WAIT A MINIMUM OF 5 FULL BUSINESS DAYS BEFORE ESCALATING THE ISSUE. Data processing time can take up to 3 full business days before it is reflected on your program website. If it has been longer than 5 business days, please file an appeal.

NO EXCEPTIONS WILL BE MADE FOR:

• Dealer failing to enroll Sales Consultants in the Program
• Sales delivered outside established GM Sales Calendar monthly dates
• Reporting errors such as:
  • Incorrect GMIN, deliveries credited to the incorrect Sales Consultant and other reporting errors made by the Dealer
  • VINs reported under the SSN instead of the GMIN
  • Sales Consultants who continue to use more than 1 GMIN
  • Sales Consultants who change dealerships and establish a new GMIN
  • Late training completions
  • Failure to meet OnStar requirements
  • Failure to meet the quarterly Customer Experience requirement
  • Failure to meet FAN TCPS requirement
• Corrections/Merges to GMINs must take place within the month following the original delivery date of the VIN in order to be considered
• If an exception still needs consideration, a Sales Consultant may appeal their results
  • NOTE: OnStar appeals filed 91+ days after the delivery date will not be considered.

NEW! For the 2023 Sales Consultant Bonus Program, Sales Consultants are required to submit documentation for appeals via the program website no later than 90 days following the last day of the sales quarter. This refers to appeals regarding final quarterly Customer Experience scores, training scores, sales not appearing on a Sales Consultant's dashboard, or other issues such as enrollment.

*Does not apply to OnStar, which must be filed within 90 days from the delivery date.

Employee Terminations/Transfers

Sales Consultants must be employed at the enrolling dealership at the time of the bonus distribution or they forfeit all payouts

Sales Consultants will forfeit all bonus payouts if they are terminated from, or voluntarily leave a dealership prior to bonus payout

Bonus payouts are not transferable if a Sales Consultant moves from one dealership to another dealership owned by a different dealer. A Sales Consultant who changes dealerships will forfeit bonus payout at the dealership they left and will start over at the dealership they move to, provided the new dealership enrolls them in the Consultant Performance Program.

• Exception: Sales Consultants moving within a dealership group (both stores owned by the same Dealer) will be paid for eligible units sold at the original store provided all qualifiers are met and they remain enrolled at that store until payment has been processed. They also need to be enrolled at the new store and remain enrolled at the prior store until those payments have been processed; at which time they can be unenrolled at the prior store.

Bonus Payout Eligibility

Bonus payouts are non-transferable; the individual earning the bonus payout must accept the payout or forfeit the payout. Sales Consultants must be employed at the enrolling dealership at the time of the bonus distribution or they forfeit all bonus payouts. Exceptions include:

• Retirement - Once a Sales Consultant's retirement status has been approved, payment will be made according to program guidelines within 90 days of receipt of a request for payment from the dealership provided the Sales Consultant has met or exceeded all criteria to earn the payout. Once retired, Sales Consultants are no longer eligible to participate in any Consultant Performance Program.
  • Action: Dealer should keep retiree as an active participant in Program until all payouts have been completed. This will guarantee the participant receives all final payouts.
• Death - Once a payment request is approved following the death of a Sales Consultant, payment will be made to the estate within 90 days of approval (mailed to the address as required by the estate's executor). A copy of the Death Certificate and proof of appointment for the executor of the estate are required.
• All requests for exception based on these events must be initiated by calling the program help desk at 877-401-6938
• In all cases, claimants must have met the Program criteria to qualify for and receive any payouts

Buy/Sell, Termination or Change in Channel Alignment

In the case of a buy/sell, neither the Dealer nor the Sales Consultant will need to take action as enrollment will transfer to the new dealership. Dashboard will automatically update to new BAC shortly after buy/sell takes place. The new Dealer must remain in the Program in which the selling Dealer was enrolled (this applies to each channel in which the selling Dealer was enrolled).

• The new Dealer must retain the Channel or Flat Payment Grid selected by the selling Dealer
• Eligible VINs will transfer to the new dealership
• Training follows the Sales Consultant regardless of their dealership enrollment
• Customer Experience scores from the old BAC will follow the Sales Consultant to the new BAC until a Customer Experience score is established at the new BAC

Realigning/Adding/Deleting Channels — Chevrolet, Buick and GMC

• Sales Consultants at dealerships that experience a realignment of eligible channels or add any eligible channels, can participate so long as the Dealer enrolls that channel and enrolls the Sales Consultant
• Should a Dealer terminate any channel during the Program period, their Sales Consultants would no longer be eligible for the Program bonus payout for that channel

Terminated Dealerships

• Terminated dealerships forfeit the $30 Dealer contribution previously billed against the Dealer Open Account for Consultant Performance Program bonus payouts
• Sales Consultants who were enrolled in the SFE Consultant Performance Program at a terminated dealership (excluding buy/sells) have two calendar months in which to find employment at another GM dealership in order to receive unpaid earnings accrued while with the terminated dealership
  • This rule applies only if both dealerships are enrolled in the SFE Dealer Performance Program and the Sales Consultant had been enrolled in the SFE Consultant Performance Program at their previous store and is enrolled at the new store

Dealership Credits

During the first month following the first, second, third and fourth quarters of 2023, Dealer Operators will receive a refund to the Dealer's Open Account of any Consultant Performance Program Dealer contributions for Sales Consultants who are unenrolled during that quarter or for Sales Consultants who do not meet the monthly qualifiers. For unenrolled or non-qualified Sales Consultants during the fourth quarter of 2023, credits will be issued during the first quarter of 2023.

Auditing

• General Motors reserves the right to audit all Dealer records supporting any vehicle delivery and to disqualify participants in the event of any irregularity. Sufficient dealership records must be kept to evidence the sale or lease of all vehicle deliveries. GM reserves the right to debit the Dealer's Open Account for any bonus payouts improperly credited to the Dealer or its personnel.
• GM will audit all deliveries of eligible units as reported by the dealership via CDR
• "Stacking," or "Pooling", the allocation of sales credit to anyone other than the person who sold the vehicle, is a violation of the SFE Program rules and a breach of the Dealer Agreement and may place bonus payment at risk

Customer Experience Interference

As stated in the GM Service Policies and Procedures Manual: Retail owners are surveyed based on new vehicle delivery reports or warranty claim submissions. Customers are to complete the surveys independent of Dealer/dealership personnel participation.

Dealers are not to:

• Bias or attempt to influence customer responses to the Customer Experience surveys
• Assist customers in completing or mailing surveys
• Discourage customers from responding to the surveys
• Offer or provide free gifts or services to customers as direct incentives for completing surveys

General Motors will review any potential Customer Experience interference cases. Based on this review, General Motors will make the final determination as to whether Customer Experience interference has occurred, in its sole discretion, and reserves the right to disqualify an offending dealership or Sales Consultant for bonus payments.

Interpretation of Rules

In all matters relating to the interpretation and application of any rule or portion of the SFE Program Guidelines, the decision of General Motors is final. General Motors also reserves the right to cancel, amend, or revoke the SFE Program upon 30 days' prior written notice due to reasonable business considerations or due to circumstances beyond its control.

Address Updates

It is the sole responsibility of the Sales Consultant to update their mailing address with Program Headquarters. Program Headquarters will not be responsible for GM earnPOWER cards that are shipped to an incorrect address.

Other Ineligible Models

Chevrolet Low Cab Forward Models:

Chevrolet Medium Duty Silverado Models: