2017 FREQUENTLY ASKED QUESTIONS

Transcription

1 ASCENT PROGRAM QUESTIONS 2017 FREQUENTLY ASKED QUESTIONS 1. Q: Hw d I knw if I have cmpleted all requirements t receive ASCENT rewards? A: View yur ASCENT Mnthly Eligibility dashbard n the Fundatins site. There are three steps required: 1. Yu must be entered int Dealer Emplyee Maintenance (DEM) in Subarunet as a Dealer Salespersn by the 5 th f the mnth t be eligible fr that mnth s ASCENT prgram. 2. Yu need a W-9 n file with Subaru tw days prir t the deadline. (Yu can submit yur W-9 infrmatin n the Subarunet prfile page.) 3. Yu need t be Fundatins certified (cmplete all required curses fund n the Fundatins site under Certificatin Curses tab. Steps 2 and 3 must be cmpleted by the Mnth-End Deadline t receive ASCENT funds fr the previus mnth. Fr any given mnth, the deadline will be the last day f the first 10-day perid f the fllwing mnth. W-9 infrmatin is due tw days prir t the deadline. Failure t cmplete these three steps will result in frfeiture f yur ASCENT funds fr that mnth. Mnth-End Deadlines are psted n the 2017 Payment Schedule n Fundatins and Subarunet 2. Q: Hw d I get started and track my prgress with the ASCENT prgram? A: Yu can find everything yu need t knw abut the ASCENT prgram n Fundatins. Subaru Fundatins is accessible anywhere, anytime, n any cmputer, smartphne r tablet. Rules and FAQ s fr the 2017 ASCENT prgram can be fund n Subarunet. In additin, yu can subscribe t receive ASCENT cmmunicatins via and text messaging. Sign up at Subarunet, n the prfile page. Yu can als inquire n demand abut yur last depsit amunt and date f depsit; TEXT DEPOSIT t 38368, and yur next estimated payment amunt and date f payment; TEXT PAYMENT t Standard messaging fees apply based n individual calling plans. These charges will appear n yur wireless phne bill. 3. Q: What d I need t d t receive the ASCENT payments? A: Payments are autmatically applied t yur ASCENT card when yu have qualified fr an award. 4. Q: Where can I view the calendar fr ASCENT payments? A: The ASCENT payment schedule is psted n the Fundatins website under the ASCENT/REWARDS tab. 5. Q: Where can I find ut specifics abut the payment award levels? A: Award levels fr yur Retailer are fund in the ASCENT Standings Reprt and n the ASCENT/REWARDS Hmepage.

2 6. Q: Hw ften shuld I check the Fundatins site? A: Dealer Salespeple are respnsible and accuntable fr the accuracy f VINs reprted t his r her name n the website. Infrmatin n the Fundatins site is updated daily, Mnday thrugh Friday. Yu shuld check yur ASCENT Standings Reprt ften and three days prir t any scheduled payment date t ensure accuracy f VINs and t ensure yu are nt ON HOLD fr any reasn. Yur ASCENT Standings Reprt will clearly state if funds are being withheld fr any reasn. YOU HAVE UNTIL THE 10 th f the fllwing mnth t be sure any ON HOLD issues are reslved s yu can receive ASCENT payments fr the previus mnth. If any issues are NOT reslved by the 10 th f the fllwing mnth, yu will frfeit any ASCENT funds fr that mnth. If the 10 th falls n a weekend, the deadline will be mved t the PRECEDING Friday. 7. Q: What happens if I am a Dealer Salespersn and my accunt is shwing that I am nt eligible fr ASCENT earnings? A: There are five main reasns Dealer Salespeple are nt eligible fr ASCENT earnings: 1. Yu were nt reprted as a Dealer Salespersn in Dealer Emplyee Maintenance n r befre the 5 th f the mnth (The 5 th f the mnth requirement des nt apply t new hires). 2. Subaru f America has NOT received W-9 infrmatin. 3. There is an issue with yur certificatin. 4. There is an invalid hme address reprted in Subarunet. 5. Yu have nt reached the minimum required penetratin f 50% SUBARU STARLINK enrllments f STARLINK enabled vehicles calculated fr a prir 3 mnths. 8. Q: Hw many vehicles d I have t sell t earn ASCENT rewards and when d I receive the payments? A: Yu must sell the required minimum number f qualified vehicles in any given mnth, as indicated n yur ASCENT Standings Reprt t earn ASCENT rewards. Once the required minimum number f qualified vehicles is reprted sld via Subarunet in a given mnth, yu have qualified fr an ASCENT payment. Yu will begin t receive funds fr a given mnth s sales based n the date the qualifying VIN is reprted sld. Each mnth is separated int three perids, each rughly 10 days lng. When yu earn an ASCENT payment during a particular 10-day perid, the fllwing 10-day perid is prvided as a cnfirmatin and crrectin perid fr any VIN errrs. After the 10-day cnfirmatin/crrectin perid, payments are prcessed based n the VIN infrmatin as f that date. Final payuts fr a given mnth are prcessed after the 10 th f the fllwing mnth with payment usually cmpleted by the 15 th. Remember that any cancellatins r changes t VINs may result in a delay f funds being applied t yur accunt r funds being remved frm yur accunt.

3 REVIEW THE 2017 ASCENT PAYMENT SCHEDULE FOR ACTUAL PAYOUT DATES Example payment scenaris: SCENARIO 1: Dealer Salespersn sld five cars during the first 10-day perid f August 2017, (Aug.1 Aug. 10) Payment will be psted n the first payut date fr August sales fr all five cars (apprximately August 23, 2017) SCENARIO 2: Dealer Salespersn sld three cars during the first 10-day perid f August 2017, (Aug. 1 Aug. 10), and tw cars during the secnd 10-day perid (Aug. 11 Aug. 18) Payment will be psted n the secnd payut date fr August sales fr all five cars (apprximately September 6, 2017) SCENARIO 3: Dealer Salespersn sld tw cars during the first 10-day perid f August 2017, (Aug. 1 Aug. 10) and the three cars during the last 10-day perid (Aug. 19 Aug. 31) Payment will be psted n the third payut date fr August sales fr all five cars (apprximately September 13, 2017) Nte: The fifth unit (qualifying unit) determines the payut dates. 9. Q: What is the time frame fr reprting a VIN? A: The stre has until the 10 th f the next mnth t ensure a VIN is reprted crrectly. If a VIN is nt reprted during the mnth the car was sld r by the first 10-day perid f the fllwing mnth, yu will nt be eligible fr ASCENT payments fr that VIN. 10. Q: What happens if my stre reprts a VIN incrrectly r under the wrng Scial Security number? A: Yur stre has until the 10 th f the fllwing mnth t crrect any errrs. If an incrrectly reprted VIN is nt crrected by the 10 th f the fllwing mnth, yu will frfeit any payments related t the VIN. (If the 10 th falls n a weekend, the deadline will be mved t the PRECEDING Friday.) It is als pssible that reversal f payments will ccur n yur ASCENT card if any crrectins r changes are made after the deadline fr any reasn. Stres are als subject t crrectin fees. 11. Q: When can I expect a manual (nn-ascent Dealer Salespersn Prgram) payment t pst n my card? A: Regins submit manual payment requests t Subaru f America after auditing the VINs f a prgram. Subaru f America will then apprve the prgram payment and funds will be issued t yur card. 12. Q: Whm d I cntact when there is a payment discrepancy issue? A: Yu need t review any issues with yur stre Sales Manager. Yur Sales Manager will then cntact yur District Sales Manager fr any further actin required. 13. Q: Whm d I cntact abut general questins regarding the ASCENT prgram? A: Yu need t review any issues with yur stre Sales Manager. Yu may als cntact the Fundatins and ASCENT Prgram Headquarters at , ptin 2. Fundatins Custmer Service Agents

4 are available Mnday thrugh Friday, 8 a.m. t 5 p.m. Central Time. Yu can als send an t subarufundatinsphq.us@aimia.cm. 14. Q: Will I need t maintain a minimum penetratin n Subaru STARLINK enrllments t retain mnthly ASCENT earnings? A: Yes. There will be a minimum required penetratin f 50% SUBARU STARLINK enrllments f STARLINK enabled vehicles calculated fr a prir 3 mnths t be eligible fr the current mnth s ASCENT earnings. Fr additinal details n hw the penetratin is calculated, please review the Fundatins training mdule n this subject. 15. Q: Hw lng d I have t cmplete my Delivery Checklist as part f the New Vehicle Delivery Prcess? A: Yu can have 10 days frm the RDR r the Retail Delivery Date (whichever is sner). After 10 days, yu will n lnger have an ptin t cmplete the Delivery Checklist r schedule the 1st Service appintment in the New Vehicle Delivery Prcess. 16. Q: Is there an ASCENT requirement fr a cmpleted delivery? A: Yes. There will be required cmpletin f a Delivery Checklist fr each vehicle sale fr the particular VIN t be eligible fr ASCENT and be added t the Sales Cnsultant sales ttals. ASCENT CARD QUESTIONS 14. Q: Where des my ASCENT card get sent and hw lng shuld it take fr me t receive it? A: When yu qualify fr ASCENT/REWARDS and the first depsit is made, a Subaru ASCENT Visa prepaid card will be issued t the hme address yu have listed n Subarunet. The ASCENT card issue date will be psted n the ASCENT/REWARDS Card Activity page under Payments/Transactins. Please allw 10 business days frm issue date t receive yur card. 15. Q: What d I d if I have nt received my ASCENT card r I have misplaced it? A: The ASCENT card issue date will be psted n the ASCENT/REWARDS Card Activity page under Payments/Transactins. Please allw 7 t 10 business days frm issue date t receive yur card. If yu d nt receive yur card in 7 t 10 business days r t reprt yur card lst r stlen, cntact the Fundatins and ASCENT Prgram Headquarters at , ptin 1. A Vice Respnse Unit is available 24 hurs a day, 7 days a week. ASCENT Card Services Agents are available Mnday-Friday 7 a.m. t 8 p.m. Central Time, Saturday 8 a.m. t 4 p.m. Central Time The IVR will ask fr yur card number. Hit the pund key (#) when prmpted fr yur card number. After tw unsuccessful attempts t retrieve the crrect card number, the IVR will rute yu t an agent G t the ASCENT/REWARDS Card Activity page under Payment/Transactins. Prvide the agent with yur name as it appears n Fundatins, the card issue date and last 4 digits f yur card number

5 16. Q: Hw d I activate my card? A: Visit subarunet.cm and access Subaru Fundatins under the Training tab and select Subaru Fundatins. Once in Fundatins, select ASCENT/REWARDS, g t Payment/Transactins and then click Card Activity. Select the Card Services link under the image f the ASCENT prepaid card. First-time user? Yu must activate and register yur ASCENT card. This will allw yu t access yur accunt and view yur prgram earnings. Click n Activate and register yur card n the lgin page. This will bring yu thrugh the registratin prcess Enter yur 16-digit card number and card expiratin date At the registratin page, fllw the prmpts fr the fllwing infrmatin: Validate hme address Hme phne Scial Security number (T cmply with federal prepaid card regulatins, yu will be required t prvide yur Scial Security Number (SSN) and date f birth) Date f birth Mbile infrmatin (ptinal) Create a unique User ID and Passwrd Select a secret questin and answer Create a PIN After successful registratin, yu will be cnnected t the Card Activity hme page. At the next lgin t Card Activity, yu will use the User ID and Passwrd yu created during registratin Nt a first-time user? Yu may need t register yur ASCENT card. This will allw yu t access yur accunt and view yur prgram earnings. Yu will be prmpted fr a User ID and Passwrd; click n Need a User ID and Passwrd link if yu d nt already have an ID/Passwrd. This will bring yu thrugh the registratin prcess Enter yur 16-digit card number and card expiratin date T cmply with federal prepaid card regulatins, yu will be required t prvide yur SSN and date f birth. If yu already prvided this infrmatin fr yur prir card, yu will nt be asked fr this infrmatin again At the registratin page, fllw the prmpts fr the fllwing infrmatin: Verify hme address Hme phne Last fur digits f yur Scial Security number Mbile infrmatin (ptinal) Create a unique User ID and Passwrd Select a secret questin and answer Create a PIN After successful registratin, yu will be cnnected t the Card Activity hme page. At the next lgin t Card Activity, yu will use the User ID and Passwrd yu created during registratin T activate yur card by phne, call , ptin 1.

6 17. Q: Hw can I access my card balance and transactin infrmatin? A: There are multiple ways t check yur balance: If yu have registered yur card and pted in fr Mbile Services, yu can text: BALANCE ACTIVITY t DEPOSIT G t subarunet.cm and access Subaru Fundatins under the Training tab and select Real Time Access t Fundatins/ASCENT. Once in Fundatins, select ASCENT/REWARDS, g t Payment/Transactins and then click Card Activity. Select the Card Services link under the image f the ASCENT prepaid card. Yu may als call Yu will be asked t enter yur card number, expiratin date and last fur digits f yur SSN. Once yu have validated this infrmatin, yu will create a furdigit VRU (Vice Respnse Unit) Access Cde that yu will use fr validatin purpses n future calls t Card Services. 18. Q: Hw d I select my PIN? A: A unique PIN is required fr debit transactins and ATM withdrawals and must be set up at card activatin. 19. Q: Will ATM charges apply t my ASCENT Card? A: Yu will be assessed a service fee f $2.75 per ATM withdrawal. Yu may als be assessed a surcharge by the wner f the ATM, which will be included as part f yur withdrawal amunt. Withdrawal transactins at bank cunters will be assessed a $10 fee. Additinal bank fees vary per ATM/bank and will be disclsed at the time f each transactin. Please refer t the Terms and Cnditins enclsed n yur card carrier fr full disclsure. 20. Q: I had $50 in my accunt. Why was I unable t withdraw that ttal frm the ATM? A: ATM fees and service fees were deducted frm yur balance. Yu shuld have received a message indicating charges fr using that particular ATM. These ATM charges are in additin t the funds yu plan t withdraw. 21. Q: Hw d I spend the last few dllars remaining n my ASCENT card? A: Check yur balance prir t using yur card and at pint f sale, befre the clerk handles yur transactin, infrm the clerk f yur card balance and make it knwn hw yu will pay the remaining amunt f yur purchase. Nte: Sme merchants are nt set up t take tw frms f payment fr ne transactin. 22. Q: What is ACH (Autmated Clearing Huse)? A: ACH prvides yu with the ability t electrnically transfer funds depsited nt yur card and mve thse dllars t a persnal bank accunt. 23. Q: Hw is an ACH transfer initiated? A: G t subarunet.cm and access Subaru Fundatins/ASCENT under the Training tab and select Real Time Access t Fundatins/ASCENT. Once in Fundatins, select ASCENT/REWARDS, g t Payment/Transactins and then click Card Activity. Select the Card Services link under the image f the ASCENT prepaid card. G t the left navigatin bar and click n Transfer Funds. Cmplete the request frm t authrize the transactin.

7 24. Q: What kind f assistance will be available during a funds transfer request? A: The ACH transfer Web page will help yu distinguish bank accunt numbers frm ruting numbers by displaying a sample check fr yur reference. Prmpting will als appear during the nline transactin if infrmatin is keyed in incrrectly. Yu can always cntact Card Services at , ptin 2, t speak directly with a custmer service representative. 25. Q: Hw many dllars may I transfer frm my card t a United States bank savings r checking accunt? A: Yu must have a minimum f $1,000 in yur card accunt t make a transfer. The minimum transfer amunt is $1,000. The maximum transfer amunt is $2,500 per transactin and up t 3 transfers per day are allwed. 26. Q: Hw lng will it take fr an ACH transfer t be cmpleted? A: It typically takes 3 t 5 business days fr a transactin t be cmpleted. There are situatins in which yur banking partner may nt authrize the transactin in a timely fashin and delay the prcess. If transactins d nt cmplete within this time frame, yu shuld cntact yur banking partner fr additinal infrmatin. Shuld a transfer be rejected, yu will receive an ntifying yu that the ACH transactin was nt successful and that the funds have been returned t yur accunt. ASCENT REFERRAL BONUS ELIGIBILITY 27. Q: Hw d I earn an ASCENT Bnus? A: Beginning in 2017, an ASCENT Referral Bnus is based n Referral surveys received frm yur custmers and will be paid if the ASCENT Referral Scre is 94% r abve. Subaru will use a Rlling 12 mnth weighted average t determine Bnus eligibility. The Referral Scre will be recalculated mnthly and psted at the beginning f the sales mnth. 28. Q: What is the questin n the ASCENT Referral Questinnaire that determines Bnus Eligibility? A: Wuld yu recmmend the Sales Cnsultant? 29. Q: Hw is the ASCENT Referral Questinnaire scred? A. The respnse t the ASCENT Referral Questinnaire is either Yes r N. The scre is based n the percentage f respndents that answered Yes t Questin #2: Wuld yu recmmend the Sales Cnsultant? ver the previus 12 mnths. 30. Q: When will the ASCENT Referral Questinnaire be sent ut t custmers? A. Subaru will send the Referral Questinnaire between 2 and 5 mnths after the purchase f a vehicle. 31. Q: Will Quarterly perfrmance still be a measure fr Bnus eligibility? A: N. Dealer Salespersns will be evaluated each mnth fr Bnus eligibility. Subaru will use a Rlling 12 mnth average t determine Bnus eligibility. 32. Q: Des this mean a Dealer Salespersn can re-qualify fr Bnus eligibility each mnth?

8 A: Yes. A Dealer Salespersn s Referral scre will be evaluated each mnth fr the Bnus prtin f ASCENT payments. 33. Q: Hw can I track my ASCENT Referral Questinnaire perfrmance? A: The Subaru OLP site has the infrmatin fr each Dealer Salespersn s Referral scre under the Just-in-Time Reprts. The site shws bth annual scres and individual mnthly perfrmance. 34. Q: What if I am a new Dealer Salespersn and I d nt have an ASCENT Referral Scre? A: Yu will autmatically be paid at the standard ASCENT Reward level. 35. Q: When will a new Dealer Salespersn be Bnus eligible? A: New Dealer Salespersns will nt be eligible fr the Bnus prtin f ASCENT until they receive their first ASCENT Referral Questinnaire respnse. 36. Q: What happens t my ASCENT Referral Scre if I change stres? A: Yur ASCENT Referral Scre fllws yu if yu mve t anther stre r if the stre terminates yu and yu mve t a new stre. Yur ASCENT Referral Scre des nt reset because yu change stres. Yur last ASCENT Referral Scre achieved will be used as yur current ASCENT Referral Scre. ASCENT BONUS VEHICLE PROGRAM 37. Q: What is the ASCENT Bnus Vehicles Prgram A: The ASCENT Bnus Vehicles Prgram designates Bnus Vehicles that Subaru f America has highlighted fr mre attentin via the ASCENT prgram. The Bnus Vehicles will be established at the start f a Sales Mnth and are currently planned t run fr at least 30 days. Unlike the ASCENT base pay, which is paid every 10 days, the Bnus Vehicle earnings will be paid with the third 10-day payment f each sales mnth in a lump sum fr Bnus Vehicles sld the previus sales mnth. 38. Q: Where can I find the Bnus Vehicles Each Mnth? A: Yu can find the Bnus Vehicles fr each mnth n yur ASCENT STANDINGS REPORT. G t Fundatins>>ASCENT/Rewards>>Standings Reprt and lk under yur Payut Structure Summary n the upper right, which reads, Click here fr bnus vehicle details. STARLINK ENROLLENT BONUS PROGRAM 1. Q: What is a Subaru STARLINK Enrllment Bnus? A: The SUBARU STARLINK Enrllment Bnus Vehicle is an additinal avenue fr Sales Cnsultants t earn mre per car and mre in ttal. 2. Q: What will be the frequency f the payments fr SUBARU STARLINK Enrllment Bnus? A: The SUBARU STARLINK Enrllment Bnus will be paid mnthly during the third 10-day perid f the fllwing mnth.

9 3. Q: What happens if a custmer decides t enrll in a SUBARU STARLINK service after the vehicle has been delivered? A: A custmer can either cntact the retailer, in which case an Enrllment bnus will be paid fr that VIN t the individual that cmpletes the prcess (this is nly applicable if a Free STARLINK Safety Plus plan has nt already been activated n the vehicle). If the custmer chses t enrll via Mysubaru.cm, NO Enrllment bnus will be paid. 4. Q: Shuld I enrll all f my custmers in a SUBARU STARLINK service? A: Yes. The SUBARU STARLINK Safety Plus plan is free fr ne year frm the day f delivery. Custmers wh chse t enrll at a later date will have a pr-rated plan based n the actual service start date. 5. Q: Can a Custmer upgrade t a lnger term r SUBARU STARLINK Safety & Security Plan at any time? A: Yes. A custmer can upgrade at the time f purchase, r at any time via their MySubaru website r thrugh the STARLINK Custmer Care Call Center. 6. Q: What is the New Vehicle Delivery Prcess? A: The New Vehicle Delivery Prcess will require the Sales Cnsultant t: Cmplete the Delivery Checklist (required fr all custmers) Enrll the custmer in MySubaru (custmer address required) Enrll the custmer in SUBARU STARLINK (custmer address required) Schedule the first Service Appintment (custmer address required)