Dealer and Service Network

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Target exceeded		Target partially achieved
Target achieved or in line with plan		Target postponed

Training

Commitment: Improve knowledge base of the sales force and promote customer awareness of the environmental and safety-related features of products
Scope	Actions	2011 Results	Targets
Fiat Group Automobiles (FGA)and Chrysler Group	Design and offer of targeted training courses	Approx. 239,000 hours of training provided in EMEA¹ region to Fiat Group Automobiles sales force Approx. 588,600 hours of training on safety features provided worldwide (+80% vs 2010) to Chrysler Group sales force	2012: maintenance of the number of training hours provided in 2011 and setting of a FGA worldwide target

Commitment: Improve skill level of network technicians in diagnosis, repair and maintenance of fuel-efficient engines
Scope	Actions	2011 Results	Targets
Fiat Group Automobiles (FGA)and Chrysler Group	Design and offer of targeted training courses	Approx. 155,000 training hours provided in EMEA region to Fiat Group Automobiles technicians Approx. 438,700 training hours provided worldwide to Chrysler Group technicians (+12% vs 2010)	2012: maintenance of the number of training hours provided in 2011 and setting of a FGA worldwide target

Commitment: Support dealer network in developing skills to manage challenging market conditions
Scope	Actions	2011 Results	Targets
Fiat Group Automobiles (FGA)	Launch of Effect, the master’s program in dealership management targeted at owners and managers of dealerships	Effect master’s program continued with: - 2 modules for Italian dealers - 3 modules for international dealers	2012: continuation of the Effect master’s program with 3 additional modules

Commitment: Promote responsible selling practices
Scope	Actions	2011 Results	Targets
Fiat Group Automobiles (FGA)	Design and provision of training courses to support the sales force in enhancing their professional approach and transparency through the entire selling process	Approx. 2,000 training days provided to all Fiat Group Automobiles dealers (approx. 400) in Italy and to approx. 200 dealers in Europe Customer First: Shoulder to Shoulder program launched	2012: continuation of the Customer First: Shoulder to Shoulder program

Commitment: Promote decentralized training solutions to facilitate course participation, reducing time, costs and environmental impact of travel
Scope	Actions	2011 Results	Targets
Fiat Group Automobiles (FGA)	Offer of online training solutions for after-sales personnel	Approx. 272,000 online training hours delivered to sales people and 42,000 hours delivered only to after-sales personnel in EMEA region (+16% vs 2010)	2012: provision of +30% online training hours to EMEA region after-sales personnel vs 2011 and setting of a worldwide target

(1) As of September 2011, four Regional Operations Groups have been established to manage car manufacturing and sales activities within the entire Fiat Group: NAFTA (Canada, Mexico and the US), EMEA (Europe, Africa and Middle East), LATAM (Latin America) and ASIA.

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Dealer and Service Network

Commitment: Promote environmental responsibility throughout the dealer and authorized service network
Scope	Actions	2011 Results	Targets
Fiat Group Automobiles (FGA)	Formulation and dissemination of Environmental Guidelines relating to materials, equipment and management processes to promote a reduction in the environmental impacts of the dealer network	Environmental Guidelines adopted for the construction of new FGA-owned dealerships	2012: encouragement of environmental awareness within the private dealer network through dissemination of the Environmental Guidelines