GO – CONNECT TO SERVE
Participant Guidebook
DAY 30 – GO: CONNECT TO SERVE
ON‐BOARDING TRAINING
Table of Contents
Introduction ........................................................................................................................................................................ 1
Module I: Penske U ................................................................................................................................................................. 2
Introductions ....................................................................................................................................................................... 3
WIIFM / WIIFT ..................................................................................................................................................................... 4
Communications Model ...................................................................................................................................................... 6
Module II: Penske What .......................................................................................................................................................... 9
What We Do ............................................................................................................................................................................ 9
Vision and The Penske Experience .................................................................................................................................... 10
Our Strategy ...................................................................................................................................................................... 11
Corporate Overview .......................................................................................................................................................... 12
Transportation – Truck Rental, Leasing & Logistics .......................................................................................................... 13
PAG History ....................................................................................................................................................................... 14
PAG Overview ................................................................................................................................................................... 15
PAG Brands ....................................................................................................................................................................... 16
PAG Revenue & Market Share .......................................................................................................................................... 17
PAG Commercial ............................................................................................................................................................... 18
Corporate Facts & Figures ................................................................................................................................................. 19
Dealerships Preview .......................................................................................................................................................... 20
Module III: Penske Who ........................................................................................................................................................ 21
Our Leadership Team ............................................................................................................................................................ 21
Module III – Penske Culture, Corporate Initiatives, Corporate Team, Regional Team & Area ......................................... 22
Corporate Leadership Team .............................................................................................................................................. 23
Regional Team – Penske East ............................................................................................................................................ 24
Penske East Area ............................................................................................................................................................... 25
Module IV: Penske How ........................................................................................................................................................ 27
How We Operate .................................................................................................................................................................. 27
Anchors, Benefits, Policies & Procedures ............................................................................................................................. 27
Our Vision & Our Mission .................................................................................................................................................. 28
Benefits ............................................................................................................................................................................. 31
401k Enrollment Qualifications & Review .................................................................................................................... 31
Policies & Procedures ‐ Safety .......................................................................................................................................... 32
DAY 30 – GO: CONNECT TO SERVE
ON‐BOARDING TRAINING
Policies & Procedures – Workplace Violence ................................................................................................................... 33
Policies & Procedures – Harassment ................................................................................................................................ 34
Policies & Procedures – Discrimination ............................................................................................................................ 37
Policies & Procedures – Discrimination & Company Policy .............................................................................................. 38
Company Harassment Policies .......................................................................................................................................... 40
Module V: Why Connect to Serve ......................................................................................................................................... 44
Diversity ............................................................................................................................................................................ 45
Customer Service .............................................................................................................................................................. 47
Customer Service – Customer Challenges ........................................................................................................................ 48
10 Most Common Customer Complaints ...................................................................................................................... 48
Customer Service – Customer Needs ................................................................................................................................ 49
Glossary ............................................................................................................................................................................. 51
POST‐PROGRAM EVALUATION FORM .................................................................................................................................. 60
INTRODUCTION
Introduction
Overview: The primary focus of this training is to enhance your ability to communicate effectively with
coworkers and customers thus improving your internal and external customer relationships. The course will
also familiarize you with the ‘Big Picture’ of Penske Corporation, its subsidiaries and methods of operation.
Course Objectives:
You will be able to:
Understand the culture and organizational structure
Know what we do, who we are, how we operate and why
Understand key policies, procedures and initiatives
Provide feedback on the first 30 days of employment
Module I – Penske U
Goal Setting
Communications Model
Module II – What We Do
Vision
Corporate Overview
History
Regional Overview
Module III – Who We Are
Our Culture
Corporate Initiatives
Corporate Team
Regional Team
Module IV – How We Operate
Anchors
Benefits
Policies & Procedures
Module V – Why We Are
Diversity & Teamwork
Customer Service
Feedback
Evaluation
Participant Guide Go – Connect to Serve Page 1
Module I: Penske U
You as a Penske Team Player
Welcome/Introductions, Class Intention & Objectives, Goal Setting
Module I Objectives:
You will collaborate to establish a foundation for the value of connecting to serve customers and
coworkers using an interview process to introduce each other to the class.
You will create a personal goal by considering why you are attending the class and what benefit you
bring to those around you.
You will understand the challenge of communicating using the, “How You Got Here” and “Learning”
exercises.
The Communications Model will be introduced so that you will understand the impact your
background has on your ability to communicate effectively.
“Once a human being has arrived on this earth, communications is the largest single factor
determining what kinds of relationships they make and what happens to them
in the world around them.” Virginia Satir
Participant Guide Go‐Connect to Serve Page 2
MODULE I: PENSKE U
Introductions
Exercise: The Interview
Get with a class partner to learn about who they are and what they bring to the table. Complete the following
questions about them below and fill in the blanks.
What is your name? _____________________________________________________________________
Where do you work? _____________________________________________________________________
What is your job title? ____________________________________________________________________
When you joined PAG? ___________________________________________________________________
What previous experience do you have in the automobile industry? _______________________________
______________________________________________________________________________________
What makes you a great team player? _______________________________________________________
How can you best serve our company? _______________________________________________________
Participant Guide Go – Connect to Serve Page 3
MODULE I: PENSKE U
WIIFM / WIIFT
WIIFM (What’s In It For Me):
What can you do to make this time valuable?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Where do you see yourself growing with the Penske Team?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
WIIFT (What’s In It For Them):
What do you bring to the table?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
How can you best serve your co‐workers, your company and your customers?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Exercise: Goal Setting
Write down one personal goal you would like to achieve during this course.
__________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
________________________
Participant Guide Go – Connect to Serve Page 4
MODULE I: PENSKE U
Exercise: How Did You Get Here
Use your chart to write your recollections of your exposures and experiences that contributed to you getting
where you are in life right now. Use the Generational View chart on the following page to see where you
identify and what communication challenges may occur.
Breakdown your exposures in the following categories: 1) childhood years, 2) education and training 3) work
experience/career development & mentoring.
Early Years Education & Training Managers
(Family & Community) (Formal & Informal) Mentors
Leaders
Debrief with your partner and identify an area where you connect and an area that is unfamiliar, completely
different from your own experience.
Connection:________________________________________________________________________________
__________________________________________________________________________________________
Unfamiliar:_________________________________________________________________________________
__________________________________________________________________________________________
Participant Guide Go – Connect to Serve Page 5
MODULE I: PENSKE U
Communications Model
Golden Rule
Treat others as you want to be treated.
Platinum Rule
"Treat others the way they want to be treated.” The Platinum Rule accommodates the feelings of others. The
focus of relationships shifts from "this is what I want, so I'll give everyone the same thing" to "let me first
understand what they want which, by the way, increases the likelihood that I'll get what I want."
Exercise: Definition of the word “Learning”
Write down the first 5 words that come to mind when you think of the word, “Learning.”
1. _________________________________________________________________
2. _________________________________________________________________
3. _________________________________________________________________
4. _________________________________________________________________
5. _________________________________________________________________
Participant Guide Go – Connect to Serve Page 6
Exercise: Fill in the Blanks
Communication
The act or process of using words, sounds, signs, or behaviors to express or exchange information or to
express your ideas, thoughts, feelings, etc., to someone else.
The Communications Model
There is a “_______________”with a message we call “________________” , that they want to get across to
the “________________”where it creates an “________________”
Examples:
Ex. 1: Customer (Sender) to Employee
(Receiver) – Intent (message) What’s
important to them in a vehicle
Ex. 2: Co‐worker 1 (Sender) to Co‐worker
2 (Receiver) – Intent (message) What part
of the project can I use help with to meet
our customer’s deadline?
Ex. 3: Manager (Sender) to Employee
(Receiver) – Intent (message). How to do
a job correctly.
Filters and Communication
Filters are the sum total of your experiences and exposures that cause you to be who you are today. Your
filters are what create how you think, respond and react. (See “How did you get here”)
The “Sender” ____________________ the ____________________ using their own filters.
The “Receiver” ____________________ the ____________________ using their own filters.
The “Sender and Receiver’s “Filters” are not the same.
Miscommunication occurs because our ____________________ are different and thus, the
____________________ does not match the ____________________.
Participant Guide Go‐Connect to Serve Page 7
MODULE I: PENSKE U
Exercise: Fill the Blank
Write an example for one of the categories below of a miscommunication involving filters where you are the
employee communicating with a customer, coworker or manager.
Customer: ________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Co‐Worker: ________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
_________________________________________________________________________________________
Manager:__________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Participant Guide Go – Connect to Serve Page 8
MODULE II: PENSKE WHAT – WHAT WE DO
Module II: Penske What
What We Do
Penske Experience, Corporate Overview, History, Regional Overview
Module II Objectives:
You will examine and integrate the Penske Vision for your current position through engaging in the “Penske
Experience” activity
You will learn the history of the company and all of its various divisions and subsidiaries through a class question
and answer exercise
“I use not only the brain that I have but, all that I can borrow” Woodrow Wilson
Participant Guide Go – Connect to Serve Page 9
MODULE II: PENSKE WHAT – WHAT WE DO
Vision and The Penske Experience
What we are is a Transportation Services Company. What we do is
provide a superior transportation experience; The Penske Experience ‐
“To Become the Customer’s Car Company for life!”
Exercise: The Penske Experience
1. What are some ways you can provide superior service in your position?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
2. What can we do as a team to live into this vision?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
3. What do you think the ultimate Penske Experience should be for our customers?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
4. What do you think the ultimate Penske Experience should be for you, the employee?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Participant Guide Go – Connect to Serve Page 10
MODULE II: PENSKE WHAT – WHAT WE DO
Our Strategy
1. Recruit the Best Human Capital.
2. Represent World Class Brands in the Best Locations.
3. Invest in Premium Facilities to Attract Customers.
4. Foster Repeat and Referral Business to Drive Growth.
5. Exceed the Expectations of our Customers and You.
6. Leverage Best Practices to Improve Performance.
What is a Best Practice?
__________________________________________________________________________________________
__________________________________________________________________________________________
What does it mean to Leverage Best Practices?
__________________________________________________________________________________________
__________________________________________________________________________________________
Participant Guide Go – Connect to Serve Page 11
MODULE II: PENSKE WHAT – WHAT WE DO
Corporate Overview
Penske Corporation Overview, “The Big Picture.” There are three categories to examine:
• Performance – Racing Team
• Transportation – Truck Leasing & Logistics
• Automotive – National/International Automobiles & Trucks
Performance: Our racing team is one of the most successful and respected teams in the history of professional
sports. Team Penske has had more Indianapolis 500 victories than any other team in history with a total to
date of 16. The most the number two team has won thus far is six.
Meet the Team
The Penske Museum that showcases some of our winning race cars and team is located in Scottsdale, AZ.
Go – Connect to Serve
Participant Guide Page 12
MODULE II: PENSKE WHAT – WHAT WE DO
Transportation – Truck Rental, Leasing & Logistics
Transportation: Penske Truck Leasing (PTL) has over 240,000 vehicles on the road.
There are over 3,300 truck leasing, rental & maintenance locations, and logistics locations across North
America, South America, Europe, Asia and Australia.
International Operations: Truck Leasing ‐ Canada, Mexico & Australia
Participant Guide Go – Connect to Serve Page 13
MODULE II: PENSKE WHAT – WHAT WE DO
PAG History
Exercise: Match Game – Match the correct year with the PAG occurrence.
1990 Acquired the Sytner Group in the UK as the first International
1992 Dealership
1996 Marshall Cogan, founder of United Auto Group, the first auto
1999 consolidation. As a Wall Street financier and follower of the
retail auto sector, Cogan noticed the drop in price of auto
2001 dealerships in the late 80’s as 3rd generation heirs lost interest in
2003 the industry.
2007
UAG up and running.
2016
Stock price drops to $5 per share and UAG Board of Directors
want a change. Roger Penske steps in.
Continual and consistent growth.
Acquired new dealerships in Japan.
What’s in a Name? United Auto Group (UAG) became Penske
Auto Group (PAG).
IPO started at $30 per share.
Annually ranked one of the Best Big
Companies to Work for in U.K. –
ranked #2 in 2016
2nd consecutive year with most dealerships on the list
Participant Guide Go – Connect to Serve Page 14
MODULE II: PENSKE WHAT – WHAT WE DO
PAG Overview
Exercise: Fill in the blanks
Automotive – The Penske Automotive Group to be precise.
Penske Automotive Group is an international transportation service company with...
Operations across 5 Continents in 10 Countries
• Automotive retail and commercial truck dealerships principally in the U.S. and Western Europe with
recent acquisitions in Canada and Japan.
Distributorships of commercial vehicles, engines, power system and related spare parts and services
principally in Australia and New Zealand
• 143 on the Fortune 500
Participant Guide Go – Connect to Serve Page 15
MODULE II: PENSKE WHAT – WHAT WE DO
PAG Brands
Participant Guide Go – Connect to Serve Page 16
MODULE II: PENSKE WHAT – WHAT WE DO
PAG Revenue & Market Share
Worldwide Revenue
Geographic Diversification United Kingdom – Sytner, the first overseas group
acquired by PAG.
Italy: $200 million in revenue, 70/30 J.V., 5 BMW;
3 MINI; Maserati
Participant Guide Spain: $100 million in revenue, 50/50 J.V., BMW
and MINI
Germany: $400 million in revenue, 30+
franchises, Porsche Mannheim, 60/40 JV for
Audi/VW, 50/50 JV for Toyota/Lexus
Japan: Newly acquired JV in 2016
Go – Connect to Serve Page 17
MODULE II: PENSKE WHAT – WHAT WE DO
PAG Commercial
Commercial division consists of three separate businesses
• U.S. Commercial Truck Dealerships
• Power Systems
• Australia/New Zealand Commercial Vehicle Distribution
• Over $1 Billion in annual revenue
• Heavy/medium duty truck dealership group
• New and used retail sales; significant service and parts operations similar to auto dealerships
• Freightliner and Western Star brands
20 locations in Georgia, Oklahoma, Tennessee and Texas
• Operate across on‐highway and off‐ highway markets
• Operate parts distribution warehouses
• Large dealer network
Participant Guide Go – Connect to Serve Page 18
Corporate Facts & Figures
Exercise: Fill in the blanks
3,300 4 million 1999 50,000
8,700 13,800 400 26,400
22,500 500 26 billion 16
5 40 29 240,000
Corporate Penske Corporation is…
• A recognized leading force in worldwide transportation
• Manages over _______________________________ in revenues
• ________________________________ Indianapolis ____ victories
• _________________________________ National Championships
• More than ______________ rental and leasing trucks on the road
• Represent over _________________________ world class brands
• Has ________________________ locations across ____ continents
• More than _____________ automobiles retailed since _________
Facts & Figures
We employ over 53,800 employees throughout Penske Corporation.
Penske Truck Leasing 28,000
Penske Automotive Group 25,300
U.S. based 14,000
International 11,300
Team Penske 425
Corp/Jet/TRP 75
Participant Guide Go‐Connect to Serve Page 19
MODULE II: PENSKE WHAT – WHAT WE DO
Dealerships Preview
Exercise: How many people does it take to sell a car?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Participant Guide Go – Connect to Serve Page 20
MODULE III: PENSKE WHO: OUR LEADERSHIP TEAM
Module III: Penske Who
Our Leadership Team
Penske Culture, Corporate Initiatives, Corporate Team,
Regional Team & Area
Module III Objectives:
You will learn the components of the Penske Culture and how to integrate its directives into your own
working environments.
You will be able to identify the corporate leadership team, their regional management team and the
corporate initiatives.
“Leadership is about influence, pure and simple” John Maxwell
Participant Guide Go‐Connect to Serve Page 21
MODULE III – PENSKE WHO: WHO WE ARE
Module III – Penske Culture, Corporate Initiatives,
Corporate Team, Regional Team & Area
Our Experience is cultivated by:
Our Culture – People are the Key to Our Success
• Teamwork
o Trust and Reliability are a key factor of teamwork
• Collaborative Environment
• Challenge Team Members to Make a Difference
• Exceed Expectations
• Foster an Entrepreneurial Spirit
Corporate Initiatives
Supports Mission: ABLE to ensure that veterans with disabilities receive the care, benefits and job
opportunities they’ve earned and deserve.
Participant Guide Go – Connect to Serve Page 22
MODULE III: PENSKE WHO: OUR LEADERSHIP TEAM
Corporate Leadership Team
Roger Penske started his first dealership in 1965. He bought out (UAG) United Auto Group in 1999 and
changed the name to (PAG) Penkse Automotive Group in 2007.
Rob Kurnick is the President of PAG. Mr. Kurnick, Jr. has served as our President since April 2008
Participant Guide Go‐Connect to Serve Page 23
MODULE III – PENSKE WHO: WHO WE ARE
Regional Team – Penske East
John Cragg Executive Vice President, East Operations
Mr. Cragg has served as Executive Vice President of our Eastern Region since July 1, 2012. Most recently, he
had been Divisional Managing Director – Volkswagen Group, overseeing Sytner Group’s Southern Market area
since June 2005. In 2004, John held the position of Audi Franchise Director in Sytner’s Northern Market area.
Mr. Cragg began his automotive career in 1987 and joined the Sytner Group in March 1994, where he
established himself as the number one sales executive within the Sytner Direct sales operation.
Participant Guide Go – Connect to Serve Page 24
MODULE III: PENSKE WHO: OUR LEADERSHIP TEAM
Penske East Area
Exercise: Fill in the blank
The East Division consist of: _____Markets _____Franchises _____Collision Centers____ Recon Center
RHODE ISLAND CONNECTICUT
AVP – Ralph Iacovone AVP ‐ Brian Beanland
Controller – Christina Dolbashian Area Controller – TBD
HR Manager – Joanna Martucci HR Manager – Carole Fitzgerald
Audi of Warwick Mercedes‐Benz of Fairfield
BMW of Warwick Audi of Fairfield
Mini of Warwick Porsche of Fairfield
Mercedes‐Benz of Warwick Honda of Danbury
Infiniti of Warwick Jaguar Land Rover Darien
Lexus of Warwick Mercedes‐Benz of Greenwich
Porsche of Warwick BMW of Greenwich
Bentley Providence BMW of Mamaroneck
Inskip Collision Center BMW Service Center
NORTH NEW JERSEY SOUTH JERSEY
AVP ‐ Bob Miller AVP – Peter Klein
Area Controller – Scott Carlsson Controller – Kathy Fisk
HR Manager – Cathy Soto HR Manager – Ryan Sowell
Hudson Toyota Gateway Toyota
Hudson Nissan Audi Turnersville
Hudson Chrysler Jeep Dodge Acura of Turnersville
BMW of Tenafly BMW of Turnersville
Chevrolet/Cadillac of Turnersville
Honda of Turnersville
Hyundai of Turnersville
Nissan of Turnersville
Toyota of Turnersville
Turnersville Collision Center
Participant Guide Go‐Connect to Serve Page 25
MODULE III: PENSKE WHO: OUR LEADERSHIP TEAM
DC METRO
CENTRAL NEW JERSEY
AVP – Robert Farrell
AVP ‐ Bobby Zyskowski Controller – Gloria Sederholm
Controller – Scott Carlsson HR Manager – Christina Gregory
HR Manager – Brenda Cabrera Mercedes‐Benz of Tysons Corner
Lexus of Edison Audi of Tysons Corner
Lexus of Bridgewater Porsche of Tysons Corner
CNJ ‐ Ferrari Maserati Tysons Corner Collision Center
CNJ ‐ Bentley Mercedes‐Benz of Chantilly
Porsche Monmouth Audi Chantilly
Jaguar Land Rover Monmouth Jaguar Land Rover Annapolis
Audi Eatontown
Participant Guide Go‐Connect to Serve Page 26
MODULE IV: PENSKE HOW – HOW WE OPERATE
Module IV: Penske How
How We Operate
Anchors, Benefits, Policies & Procedures
Module IV Objectives:
You will learn the company anchors – vision, mission, values and strategy and will uncover how to
make them applicable to your job performance.
You will be clear on the safety, workplace violence, harassment, and discrimination expectations of the
company.
You will complete enrollment papers for 401k.
“It’s not what you say, but what you convey that counts.” Ron Holland
Participant Guide Go – Connect to Serve Page 27
MODULE III: PENSKE WHO: OUR LEADERSHIP TEAM
Our Vision & Our Mission
Pledge: “I pledge to uphold the vision, mission and values of the company.”
Our Vision
“To Become The Customer’s Car Company For Life”
Our Mission
Be Simply the Best Automotive Retail Experience – The Penske Experience
Compliment the Brands We Sell With…
− Our People
− Our Products and Services
− Our Guests’ Loyalty
− Our Growth
Participant Guide Go‐Connect to Serve Page 28
MODULE IV: PENSKE HOW – HOW WE OPERATE
Exercise: Our Values
Write down some examples of each and make note of which ones you view as your challenges and your
strengths.
Integrity
__________________________________________________________________________________________
__________________________________________________________________________________________
Honesty
__________________________________________________________________________________________
__________________________________________________________________________________________
Entrepreneurism
__________________________________________________________________________________________
__________________________________________________________________________________________
Results Orientation
__________________________________________________________________________________________
__________________________________________________________________________________________
Innovation
__________________________________________________________________________________________
__________________________________________________________________________________________
Teamwork
__________________________________________________________________________________________
__________________________________________________________________________________________
Participant Guide Go – Connect to Serve Page 29
MODULE IV: PENSKE HOW – HOW WE OPERATE
Complete the Penske Strategy
Recruit the ________________________________________________________________
Represent ________________________________________________ in the Best Locations
Invest in _________________________________________________ to Attract Customers
Foster _______________________________________________ Business to Drive Growth
___________________________________________________ _of our Customers and You
_____________________________________________________ to Improve Performance
Write your own personal strategy for succeeding as a Penske Team Employee
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Participant Guide Go – Connect to Serve Page 30
MODULE IV: PENSKE HOW – HOW WE OPERATE
Benefits
401k Enrollment Qualifications & Review
FAQ’s
Q: Can I stop my contribution at any time?
A: Yes, you can stop, increase or decrease your contribution at any time.
Q: How many hours do I need to qualify for participation?
A: 1000 hours
Q: When can money be withdrawn from my plan account?
A: (1‐7)
1. At the Plan’s Normal Retirement Age (Age 65)
2. Upon attaining age 59 ½ you may receive a distribution of all or part of the vested portion of your Plan
account
3. Upon participant’s death (by the beneficiary)
4. Disability
5. Termination of Employment
6. Loan Provision
7. Hardship Withdrawal
If you were to invest $24 per week:
If start at the ages listed and saved through age 65 this is your expected return given an 8% interest:
Age 40 ‐ $142,223.16
Age 30 ‐ $335,231.86
Age 21 ‐ $694,425.86
Participant Guide Go – Connect to Serve Page 31
MODULE IV: PENSKE HOW – HOW WE OPERATE
Policies & Procedures ‐ Safety
1. Immediately report all equipment that needs repair or is not functioning properly to your supervisor.
2. Report all injuries (no matter how slight) to your supervisor IMMEDIATELY!
3. Ask for help – if you do not understand something.
4. If you have a chemical that you are required to use access your – SDS’s (safety data sheets) for updated
information. SDS’s are posted on line at MyKPA – ask for assistance from your supervisor.
5. There are some training issues that should be covered before people start their job: 1) Training on
proper lifting, 2) Safe driver training (lot speed limits etc., 3) Forklift training if operation is required as
part of the position – Body Shop Techs
As of this year, the requirement to notify OSHA ‐ if it is an OSHA‐reportable injury ‐ is tied to stringent
reporting deadlines, and we are relying on employees to notify us.
PLEASE REPORT ALL INJURIES WITHIN 24 HOURS
Participant Guide Go – Connect to Serve Page 32
MODULE III: PENSKE WHO: OUR LEADERSHIP TEAM
Policies & Procedures – Workplace Violence
Exercise: Fill in the blanks
In the video Dr. Barton outlined 3 thoughts
1. ____________________________________________________________________________________
____________________________________________________________________________________
– what does that mean to you?
2. ___________________________________________________________________________________
– if you wouldn’t say it at the airport, don’t say it at work.
3. ____________________________________________________________________________________
as soon as possible; don’t erase/delete messages and pay attention to the words being used.
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Workplace Violence Incident
Workplace violence became real for us in 2010 and thus became an important issue for us to cover.
WHEN ‐ January 12, 2010 between 1:30 and 2:00 pm
WHO ‐ Jesse J. Warren – former technician (6/2005 – 7/2009), terminated 6 months earlier
WHAT – Arrived at the location dressed in camouflage, (approximately the starting time for his
previous shift). 3 people were killed (one customer and 2 others); 2 other employees were seriously
wounded. Warren was arrested within 10 minutes and was less than 2 miles from the facility due to
911 call from a worker at the site.
Participant Guide Go‐Connect to Serve Page 33
MODULE IV: PENSKE HOW – HOW WE OPERATE
Policies & Procedures – Harassment
Exercise: Fill in the blank
______________________________________________________________________ is unlawful harassment.
Harassment is __________________, _________________ and __________________ conduct based on
protected categories including:
Race/Color Marital Status
National Origin Age
Ancestry Religion
Sex/Gender Disability
Sexual Orientation Medical Condition
Pregnancy Whistleblower
Citizenship Status Military Service
Harassment most commonly occurs between two (or more) employees. Harassment can also occur between
an employee and a non‐employee. In any of these cases, the employer may be held liable.
Non‐employee Harassment
Anyone in the work environment not hired by PAG constitutes a non‐employee.
May include, but not limited to:
Vendors/Suppliers
Customers
Investors/Partners
Hostile Work Environment
Most harassment cases involve claims of hostile work environment, which is:
Unwelcome behavior
Severe or pervasive behavior
Abusive behavior
Behavior that would be considered offensive to the reasonable man or woman
Participant Guide Go – Connect to Serve Page 34
MODULE IV: PENSKE HOW – HOW WE OPERATE
Exercise: Fill in the blank
Zero Tolerance
Having a zero tolerance policy means that PAG has a policy that tolerates no conduct that might be construed
as unlawful harassment.
Four Categories of Harassment
1. _______________________________________________
2. _______________________________________________
3. _______________________________________________
4. _______________________________________________
Participant Guide Go – Connect to Serve Page 35
MODULE IV: PENSKE HOW – HOW WE OPERATE
Harassment Quiz
1. TRUE or FALSE: Unlawful harassment is defined as offensive, aggressive, or intimidating conduct based
on protected categories.
2. Most cases of harassment involve claims of a _______________________________work environment.
A. Hostile
B. Inviting
C. Intense
3. TRUE or FALSE: There are four categories of harassment.
4. Slurs and insults are considered _______________________________________________ harassment.
A. Verbal
B. Physical
C. Visual
5. TRUE or FALSE: Posters/Pin‐Ups are considered harassment.
6. Touching/kissing is an example of _____________________________________________ harassment.
A. Physical
B. Visual
C. Sexual favors
7. TRUE or FALSE: Quid Pro Quo means something for something.
Participant Guide Go – Connect to Serve Page 36
MODULE IV: PENSKE HOW – HOW WE OPERATE
Policies & Procedures – Discrimination
Discrimination
Discrimination is treatment or consideration of, or making a distinction in favor of or against, a person based
on the __________, __________, or __________ to which that person belongs rather than on individual merit.
Title VII of the Civil Rights act of 1964 declares it unlawful to discriminate based on these
categories:
1. _____________ 2. ______________ 3. _____________ 4. _____________ 5. ____________
Additional Classes also Protected from Discrimination
1. _____________ 2. ______________ 3. _____________ 4. _____________ 5. ____________
Nine other Criminal Discrimination Laws
Rehabilitation Act of 1973
Lilly Ledbetter Fair Pay Act
Equal Pay Act
Pregnancy Discrimination Act
Family Medical Leave Act
Age Discrimination in Employment Act
American with Disabilities Act
Nineteenth Century Civil Rights Act
Genetic Information Non‐Discrimination Act
Five examples given of discrimination in the workplace
1. ____________________________________________
2. ____________________________________________
3. _____________________________________________
4. _____________________________________________
5. ______________________________________________
Participant Guide Go – Connect to Serve Page 37
MODULE III: PENSKE WHO: OUR LEADERSHIP TEAM
Policies & Procedures – Discrimination & Company Policy
Exercise: Discrimination Quiz
1. Discrimination is the treatment of people based on class or category rather than
___________________________________________________________________________________.
A. Job Title
B. Individual Merit
C. Salary
2. _____________________________________________________________________ of the Civil Rights
Act of 1964 made it unlawful to discriminate based on race, color, religion, sex and national origin.
A. Title VII
B. Section 14
C. Title IX
3. TRUE or FALSE: It is illegal to discriminate based on age.
4. TRUE or FALSE: Refusing to hire women because they are women is an example of discrimination.
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
Participant Guide Go‐Connect to Serve Page 38
MODULE IV: PENSKE HOW – HOW WE OPERATE
Exercise: Company Policy Quiz Answers
1. TRUE or FALSE: Any employee who wants to report an incident of sexual or other unlawful harassment
should promptly report the matter to his/her human resources representative.
2. TRUE or FALSE: Jokes made about someone else’s race are not tolerated at all!
3. TRUE or FALSE: It is not acceptable for you, the employee, to make retaliatory complaints.
4. TRUE or FALSE: You can raise concerns and make reports without fear of reprisal.
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
Participant Guide Go – Connect to Serve Page 39
MODULE IV: PENSKE HOW – HOW WE OPERATE
Company Harassment Policies
6.02‐ Sexual and Other Prohibited Harassment/Discrimination
The Dealership prohibits unlawful discrimination and harassment, including discrimination or harassment
based on race, religion, color, citizenship status, national origin, sex (including breast feeding and related
medical conditions), sexual orientation, gender and gender expression, pregnancy, age, marital status, uniform
service member and veteran status, genetic information, protected medical condition, disability or any other
protected status in accordance with all applicable federal, state, and local laws, regardless of whether it is
committed by associates, supervisors, customer, or visitors. This policy is to ensure that all associates are able
to perform their assigned duties free of harassment. Such conduct creates an unacceptable environment that
may interfere with productivity and work effectiveness. It is the responsibility of all associates neither to
engage in such activity nor to tolerate it in the workplace.
The Dealership’s policy against unlawful harassment applies to all associates, including supervisors and
managers, as well as to all interns and volunteers. The Dealership prohibits managers, supervisors and
associates from harassing coworkers as well as the Dealership’s customers, vendors, suppliers, independent
contractors and others doing business with the dealership. Any such harassment will subject an associate to
disciplinary action, up to and including immediate termination. The Dealership likewise prohibits its customers
vendors, suppliers, independent contractors and others doing business with the Dealership from harassing our
associates.
Violation of this policy will subject an associate to disciplinary action, up to and including immediate
termination.
Examples of Prohibited Sexual harassment:
Sexual harassment includes a broad spectrum of conduct including harassment based on sex, gender, gender
identity or expression, and sexual orientation. By way of illustration only, and not limitation, some examples
of unlawful and unacceptable behavior include:
Unwanted sexual advances.
Offering an employment benefit (such as a raise, promotion or career advancement) in exchange for
sexual favors, or threatening an employment detriment (such as termination or demotion) for an
associate’s failure to engage in sexual activity.
Visual conduct, such as leering, making sexual gestures, and displaying or posting sexually suggestive
objects or pictures, cartoons or posters.
Verbal sexual advances, propositions, requests or comments.
Sending or posting sexually‐related messages, videos or messages via text, instant messaging, or social
media.
Participant Guide Go – Connect to Serve Page 40
MODULE III: PENSKE WHO: OUR LEADERSHIP TEAM
Verbal abuse of a sexual nature, graphic verbal comments about an individual’s body, sexually
degrading words used to describe an individual, and suggestive or obscene letters, notes or invitations;
or physical contact, such a touching, groping, assault, or blocking movement.
Participant Guide Go‐Connect to Serve Page 41
MODULE IV: PENSKE HOW – HOW WE OPERATE
Other Examples of What Constitutes Prohibited Harassment
In addition to the above listed conduct, the Dealership strictly prohibits harassment concerning any other
protected characteristic. By way of illustration only, and not limitation, such prohibited harassment includes:
Racial or ethnic slurs, epithets, and any other offensive remarks;
Jokes, whether written, verbal, or electronic;
Threats, intimidation, and other menacing behavior;
Inappropriate verbal, graphic, or physical conduct;
Sending or posting harassing messages, videos or messages via text, instant messaging, or social media;
and
Other harassing conduct based on one or more of the protected categories identified in this policy.
Policy Against Retaliation
The Dealership is committed to prohibiting retaliation against those who themselves or whose family
members report, oppose, or participate in an investigation of alleged wrongdoing in the workplace. By way of
example only, participating in such an investigation, includes, but is not limited to:
Filing a complaint with a federal or state enforcement or administrative agency;
Participating in or cooperating with a federal or state enforcement agency conducting an investigation
of the Dealership regarding alleged unlawful activity;
Testifying as a party, witness, or accused regarding alleged unlawful activity;
Making or filing an internal complaint with the Dealership regarding alleged unlawful activity;
Providing informal notice to the Dealership regarding alleged unlawful activity;
Assisting another associate who is engaged in any of these activities.
The Company is further committed to prohibiting retaliation against those who requests a reasonable
accommodation for any known physical or mental disability of a qualified individual and/or employee’s
religious belief and observances.
Any associate determined to be responsible for violating this policy will be subject to appropriate
disciplinary action, up to and including termination. Moreover, any associate, supervisor or manager
who condones or ignores potential violations of this policy will be subject to appropriate disciplinary
action, up to and including termination.
Participant Guide Go – Connect to Serve Page 42
MODULE IV: PENSKE HOW – HOW WE OPERATE
What you should do if you feel you are or have been harassed
If you feel that you are being or have been harassed, discriminated against or retaliated against in violation of
this policy by another associate, supervisor, manager or third party doing business with the Dealership, we
recommend that you inform the person of the offending conduct and ask that it be stopped. If you are
uncomfortable with that approach for any reason, we encourage you to contact your supervisor, the Human
Resources Department, or the General Manager. In addition, if you observe harassment by another associate,
supervisor, manager or non‐associate, please report the incident immediately to the individuals listed above.
Your notification of the problem is essential to us. We cannot help resolve a harassment problem unless we
know about. Therefore, it is your responsibility to bring your concerns and/or problems to our attention so we
can take whatever steps are necessary to address the situation. The Dealership takes all complaints of
unlawful harassment seriously and will not penalize you or retaliate against you in any way for reporting a
harassment problem in good faith.
All complaints of unlawful harassment which are reported to management will be investigated as promptly as
possible and corrective action taken where warranted. The Dealership prohibits associates from hindering
internal investigations and the internal complaint procedure. All complaints of unlawful harassment reported
to management will be treated as confidentially as possible, consistent with the Dealership’s need to conduct
an adequate investigation.
Hotline Phone Number: 1‐877‐888‐0002
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
Participant Guide Go – Connect to Serve Page 43
MODULE V: PENSKE WHY – WHY CONNECT TO SERVE
Module V: Why Connect to Serve
Diversity, Customer Service & Teamwork
Module V Objectives:
You will examine the meaning of diversity by assessing the differences in the classes’ filters to
postulate how it can be used as a tool to assist in connecting more effectively.
You will explore the 10 Top Customer Complaints to assess the success of your stores.
You will utilize the strategies from the customer resolution model, A.C.T. on W.I.N. (Acknowledge
Confirm Take‐Action What’s Important Now) to evaluate how the business you fired could have been
more successful which will encourage you to gauge how to integrate the tools on your job.
You reflect on the tools and strategies gathered from the course to document and share how you will
successfully be used on the job.
You will evaluate your first 30 days on the job and assess how it manifested your Penske Experience.
“100% of Employees are people. 100% Customers are people. If you don’t understand people,
you don’t understand business.” Simon Sinek
Participant Guide Go – Connect to Serve Page 44
MODULE V: PENSKE WHY – WHY CONNECT TO SERVE
Diversity
Exercise: Fill in the Blanks
Another challenge to our communication is that it is not just represented by our words. Fill in your workbook
where you think the percentages are correctly represented by:
__________ Words we say
__________ Sounds we make and how we say our words
__________ Non‐verbal, body language
What is diversity?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Participant Guide Go – Connect to Serve Page 45
MODULE V: PENSKE WHY – WHY CONNECT TO SERVE
Why is diversity important to our company?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
What are some ways diversity help us to connect better?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
What is the #1 Dealership in the world? ___________________________________________________
How do they leverage diversity as a best practice to become #1? ___________________________
Participant Guide Go – Connect to Serve Page 46
MODULE V: PENSKE WHY – WHY CONNECT TO SERVE
Customer Service
Exercise: Rank Your Store
10 Standards of Customer Care
1. ____ Know and practice our Vision, Mission, and Values
2. ____ Practice Teamwork
3. ____ Wear Your Nametag
4. ____ Talk positively about our products, services, customers, and team members
5. ____ Be neat and maintain a clean work area
6. ____ “Under Promise/Over Deliver”
7. ____ Make the customer feel special
8. ____ Use proper phone etiquette
9. ____ Know about our products and services and the company
10. ____ Continually solve and follow‐up on customer problems and complaints
Two customer types:
1) External – Those outside of our business who purchase our products and services.
2) Internal – Co‐workers, team members and managers
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Participant Guide Go – Connect to Serve Page 47
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