Dealer Quality Programs Putting customers at the center of everything we do extends to the experience they have when visiting GM dealerships. It is foundational that dealerships deliver a consistent level of sales and aftersales excellence to earn and maintain customer trust. We also maintain the Mark of Excellence program, which annually recognizes high- achieving dealers, as well as specific employees and teams at dealers. Out of GM’s 4,048 Chevrolet, Buick, GMC and Cadillac dealerships across the United States, 3,165 dealers and 68,403 dealer employees were enrolled in the 2021 Mark of Excellence program. We provide both technical and nontechnical training to help our dealers meet or exceed their customers’ expectations. This training includes modules for sales, finance, front office and management staff; apps for sales and service; both online and hands-on training for technicians; and interactive job aids or reference documents to help reinforce what they’ve learned. Departments within the dealership relating to sales must maintain a certain level of training performance each quar ter. Training requirements for service technicians include third-party Automotive Service Excellence certification, an industry-standard and customer-recognized seal of quality. In addition, technicians who have achieved GM World Class Technician status have completed over 435 hours of training. U.S. Dealer Quality Programs 1 There are two elements of quality management systems that help us achieve this consistency across dealers: facility/customer experience conformance and sales performance. These elements are measured over five Dealer Quality programs: The Standards for Excellence (SFE) program Measures dealers’ and sales consultants’ sales performance. Out of GM’s 3,855 Chevrolet, Buick and GMC dealerships, 3,343 dealers and more than 26,378 sales consultants were enrolled in the 2021 SFE program. The Essential Brand Elements (EBE) program Measures a dealer’s conformance to a defined facility image as well as conformance to specific customer-related brand standards. Out of GM’s 3,855 Chevrolet, Buick and GMC dealerships, 3,044 dealers were enrolled in the 2021 EBE program. The EV Experience (EVX) Provides CX standards to assist dealers in offering EV customers an educational and transparent experience in their shopping and purchase of an EV. Includes specific training, equipment, tools and advertising guidelines. The EVX program also includes a sales performance opportunity for the EV specialist at the dealership. Out of GM’s 3,834 dealers that have either a Chevy and/or GMC franchise, 2,867 are enrolled. The Parts and Service Excellence (PASE) incentive Designed to pull together many key aftersales metrics under one program to win customers for life. Out of GM’s 4,048 dealerships, there are 3,780 enrolled in the PASE program. Project Pinnacle The goal of Project Pinnacle is to drive dealer engagement in providing a customer experience in line with the luxury competitive set. Out of GM’s 564 Cadillac dealerships, there are 523 enrolled in the Cadillac Pinnacle program. 1 E nrollment in these programs is voluntary, and enrollment numbers change periodically based on dealer participation. The variable compensation of each dealership depends on the level of achievement under the SFE and EBE programs. Skip Navigation Introduction Reducing Emissions Design for Environment Technology Customers Safety Diverse Workforce Human Rights Supply Chain Communities Governance 2021 SUSTAINABILITY REPORT 51