1. Glasswork -What does an glasswork company sell? _____________________________________________________________________ -Who do they sell to (target groups)? _____________________________________________________________________ -What factors would they care about when deciding which glasswork co. to choose? _____________________________________________________________________ Call Opening Questions: Auto Glass questions: How fast can you respond when someone needs their auto glass replaced? Do you offer “after hours” service? Do you also offer auto glass repair (for small chips)? Do you work directly with insurance companies, including handling all of the paperwork? Do you carry every make & model of auto glass in stock? (if not, are able to special order it fast)? Do you use glass that is produced by the “original equipment glass manufacturer”(OEM)? Are your trucks fully stocked? Plate Glass Questions: Do you provide 24/7 Emergency board-up service…and can you provide the plate glass installation by the following day in most cases? Do you use sub-contractors do you only use your own employees? Do you guarantee all of your work and do you offer a warranty? Shower door questions: Do you have a showroom and wide range of name brand shower doors to choose from? Do your potential clients care about some of these points-if so, could we discuss in more detail? Confidential Property of Mike Centorani/Matchcraft, Inc. 2009 Notes: _________________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________

2. Glasswork Needs Analysis Questions: What are your most profitable/desirable types of jobs? (possible headline) _________________________________________________________________________________ What % of your jobs do these represent? What % would you like it to be? _____________________________________ _______________________________________ What other types of jobs do you handle? Would you like more of any of these type of jobs? (other headings) (plate glass, shower doors, window tinting, auto alarms, etc.) ______________________________________________ __________________________________________________________________________________ How many technicians/trucks do you have? How many jobs do you handle in a week (avg)? _____________________________________ _______________________________________ How many more jobs (on average) could they handle in a week? (capacity) __________________________________________________________________________________ I know there is probably a pretty wide range, but what is the average worth for one job? (ROI) __________________________________________________________________________________ WHY is your glass shop the best choice for someone? (subheadline) __________________________________________________________________________________ Are your technicians factory trained? Do they where gloves when work on a windshield? __________________________________________________________________________________ How far would you be willing to go for a job? (other directories/reach) __________________________________________________________________________________ What other ways do you try to promote your glass shop now? (continuity of ad messages) __________________________________________________________________________________ What is the main theme of your other advertising? Do you have any copies of ads I could look at? ____________________________________________ _____________________________________ Note: Continue to ask additional follow-up questions as well as confidence and convenience factor questions