PROPRIETARY INFORMATION OF SNAP-ON DO NOT REPRODUCE

2 SocialCRM Product Feature Presentation Major Areas Covered  Retention Features  New Customer Acquisition Features  Advanced Business and Results Reporting

3 SocialCRM Product Advantages You Can Have it All!  Comprehensive – Retention and New Customers  Automated – Shop Does Almost Nothing  Affordable – Great Price/Value – No Hidden Fees  Personalized – Marketing Consultant  Results - Reporting by

4 Comprehensive Solution Retention  Automatic Service Reminder s  Unlimited Target Market Promotions  Loyalty Website - OwnerAutoSite.com  Thank-you After Every Visit  Personal Marketing Support Agent  Free Matching  Mobile Friendly s, Appointment Requests, and Reviews  Large Postcards, Coupons and Custom Artwork (optional) New Customer Acquisition  Automatic Customer Review Collection  Search Engine Friendly Review Content  Auto Service News Blog/Content  Facebook Page Creation  Facebook Page Content Management  Advanced Business Reporting

5Retention Retention FeaturesBenefits 1.Automatic Service Reminder s Bring customers back sooner / more often 2.Free Matching Best response, most cost effective 3.Consumer Loyalty Vehicle Website (OwnerAutoSite.com) Ties the consumer to specific shop – only work done at this shop is tracked. 4.Thank-you After Every Visit Loyalty – show gratitude, collect Feedback 5.Personal Marketing Support Agent Complete DIFM service results reporting 6.Unlimited Target Market Promotions Generate Specific Business (slow week, etc.) 7.Mobile Friendly s, Appointment Requests, and Reviews Reach Customers Effectively w/ Better Response 8.Custom Postcards Artwork Bring customers back sooner / more often Market to your entire database of customers

6  Appointment Request  Vehicle Mileage  OEM Schedule Due  Service Date  Recommendations  Loyalty Site Link (OAS)  Mobile Friendly Service Reminder s FeaturesBenefits Automatic Service Reminder s Bring customers back sooner / more often DesktopMobile

7 Matching Service FeaturesBenefits Matching / Collecting s Most Cost Effective Marketing Collecting s Program Start Match Approx. 30% of Database Every Quarter We Match New Customers (eCRM-only product = 1 time match) We Find s On Average Start-up We Provide Welcome Kit Assist Shop in Collection –Provide Front Counter Signage >>> –Poster –Welcome Booklet

8OwnerAutoSite.com FeatureBenefit Consumer Loyalty Vehicle Website (OwnerAutoSite.com) Ties the consumer to specific shop – only work done at this shop is tracked.

9 Service History OwnerAutoSite.com Optional

10OwnerAutoSite.com Manufacturer Scheduled Services

11 OwnerAutoSite.com Request Appointment

12OwnerAutoSite.com Current Coupon

13OwnerAutoSite.com Auto Service News

14 Shop Owner's OAS Tips:  Register Shop Owner Vehicle for OAS  Display Welcome Kit (Features OAS)  Can Request to Hide Features  Shop Can Request All Access Codes  Demo Site: Username: Password: mitchell 1 OwnerAutosite.com

15 Personal Marketing Support Agent  Onboarding Agent “Quick Starts” automatically in 5 Days  Assigned Agent : » Contacts Shop within 5-10 days » Agent Creates Coupons » Agent Creates Facebook Page » Agent Installs Facebook Apps » Agent Create Target Market Promotions » Agent Reviews Results Reports » Agent Recommends Improvements FeatureBenefit Personal Marketing Support Agent Complete DIFM service

16 Thank-you  Trigger = Posted Invoice  Customized Message  Coupon  Facebook Link(SocialCRM)  Review Link(SocialCRM) FeatureBenefit Thank-you After Every Visit Loyalty – show gratitude, collect Feedback

17 Target Market Promotions FeatureBenefit Unlimited Target Market Promotions Generate Specific Business (slow week, etc.) Program Details  TMPs are Free / Unlimited  TMP = Target Market Promotions  ALL TMPs Handled Through the Agents  Results Reporting Based on Open/Clicked  Standard Coupons Are Free, Custom Are Not  Can Impact Service Reminder Response Reporting

18 Rules For A Great Promotion!  Have a Great Headline  Offer They Can’t Refuse  Keep It Special  Have a Short Deadline Target Market Promotions

19 Select List By: 1.Zip Code 2.Time Since Last Visit 3.Visits In Last 12 Months 4.Average RO $ per Visit 5.Weeks Since Last Service Reminder/TMP 6.Estimated Vehicle Miles 7.Vehicle Make 8.OAS Registered Yes/No 9.State Inspection Date Targeted Groups

20 Mobile Friendly Service ReminderAppointment RequestReview Page

21 Mobile Friendly (Cont’d) Thank You (SocialCRM)Thank You (ECRM)

22 Service Reminder Postcards FeatureBenefit Large Postcards, Coupons and Custom Artwork(Optional) + Postcards = Market to your entire database of customers Brings customers back sooner / more often

23 Custom Message

24 Calculating Postcard Level  We Start with Customer in Last 24 months  Subtract 25% for Match and Incomplete Records  Divide by Four (Reach all customers every four months) » Impact on Postcards Sent Bad/Incomplete Addresses and Vehicle YMM On-going Match will Reduce Postcards Needed New Customers Coming to Shop Will Increase Postcards  Sample Formula and Rule-of-Thumb: » 2000 Customer minus 25% Match = 1500 » 1500 / 4 = 375 » 400 or 300 postcards? SocialCRM on-going Match? Yes - Round Down to Allow for Future Matches, 300 Cards No – Round up for future customer growth, 400 Cards

25 The Complete Solution Retention Automatic Service Reminder s Unlimited Target Market Promotions Consumer Loyalty Vehicle Website (OwnerAutoSite.com) Thank-you After Every Visit Personal Marketing Support Agent Free Matching (one time) Large Postcards, Coupons and Custom Artwork (optional) New Customer Acquisition Automatic Customer Review Collection Search Engine Friendly Review Content Auto Service News Blog/Content Free Matching (ongoing) Facebook Page Creation Facebook Page Content Management

26 New Customer Acquisition Automatic Customer Review Collection Search Engine Friendly Review Content Auto Service News Blog/Content Facebook Page Creation Facebook Page Content Management Advance Business Reporting SocialCRM

27 New Customer Acquisition Benefits Automatic Customer Review Collection Verified Reviews Provide Credible Feedback Search Engine Friendly Review Content Better Search Visibility Brings in New Business Auto Service News Blog/Content Internet Visibility w/ Facebook Content Facebook Page Creation Consumers Can Recommend Shop to Friends Facebook Page Content Management Shop Visibility With Friends of Shop Advance Business Reporting Business Perspective and Program Results

28 Why SocialCRM? SocialCRM Product Features Are About:  Internet Visibility - Google Is New Consumer Yellow Pages Phone Book  Reviews Content Helps Your Search Ranking  Facebook Builds Customer Relationship And Word- of-Mouth, And Also Helps With Search Ranking.

29 Verified Reviews New Customer Acquisition FeatureBenefit Automatic Customer Review Collection Verified Reviews Provide Credible Feedback  Automatic  Verified  Phone Reviews Add More Reviews Sooner

30 Verified Reviews Verified Review Link Thank-you Link And Review Phone Calls

31 Shop’s Business Review Page New Customer Acquisition FeatureBenefit Search Engine Friendly Review Content Better Search Visibility Brings in New Business Content Optimized to be Used by Google

32 Customer Reviews The Shop Owner:  Can Respond to Customer Reviews  Can Request Rescore by Consumer  Can NOT DELETE Verified Reviews  Can Delete Organic Unverified Reviews  Is ed When 3 Stars or Lower  Receives Phone Reviews (Optional)  Can Opt-out of Phone Reviews  Can Share Individual Review on FB

33 Avg. Review Counts and Ratings Review Summary SureCriticGoogle PlacesDealerraterYelp Average Count Average Rating *A review is added to the review count only when customers leave verbatim comments

34 After Completing A Review

35 Why Our Reviews Are Better 1. Phone Reviews Increase Velocity 2. Shop’s Review Page Is Optimized For Search 3. Verified Reviews Scores Are Generally Higher 4. Rescore Opportunity Gives Second Chance 5. Social Engage Google Review / Share Opportunity 6. Automatic Collection Makes It Simple 7. Share Best Reviews on Shop Facebook Newsfeed

36 The SureCritic Advantage Online Reputation Search Social Media Marketing & Process Improvement Obtain reviews from actual customers Business Review Page Early warning for at-risk customers Off-set Negative Reviews Elsewhere User Generated Content Share on Shop FB Page Promote and Automate Social Sharing Incentive Based Social Sharing by Customer Optimized BRP Page Increase social signals Badge/Widget backlinks Relevant, Real-time Content Review Based Marketing Improvement Identification Increase Customer Interactions Responses Market Improvements, Etc. Market Your Concern Resolution Index (ReScore)

37 SureCritic Badges – Shop Website

38 SureCritic Badges – Examples  

39 Facebook Page and Content Management New Customer Acquisition FeatureBenefit Facebook Page Creation Consumers Can Recommend Shop to Friends Facebook Page Content Management Shop Visibility With Friends of Shop Review ContentAuto Service News Content

40 Facebook Page and Content Management Facebook and Content Management Details:  Facebook Page Created or We Use Existing  Facebook Content Applications Installed Free  One Auto Service News Item Per Week Pushed to Facebook  Shops Encouraged to Comment on Content For Better Visibility  Shops Encouraged to Share Best Reviews From Surecritic Dashboard

41 Advanced Business Reporting FeatureBenefit Advance Business Reporting Business Perspective and Program Results

Reports + 2 Online Only Reports 1. Welcome Report 2. Key Performance Indicators 3. Industry Benchmarks 4. Customer Reviews 5. Customer Contacts 6. Customer 7. OwnerAutoSite Registered Users 8. Response Dollars 9. Response Analysis 10. Snapshot of Eligible Vehicles 11. Sent Report (online only) 12. Visit Report (online only)

43 Shop Access Reports  10 Reports  Sent and Visit Report Updated  Option to Receive Weekly  Option to Add Report Delivery s  Customer Visit and Sent Reports Not Sent via – sensitive information.

44 Welcome Report  Agent Contact Info  Current Coupons  Marketing Message

45 Customer Visit Report (Updated)

46 Key Performance Indicators (KPI)

47 Industry Benchmarks- Dollars

48 Industry Benchmarks - Count

49 Customer Reviews

50 All Customer Contacts

51 Total s

52 OAS Registrations – Online Appointments

53 Campaign Response Analysis

54 Response Dollars – Response Average RO

55 Eligible Vehicles

56 Sent Report

57 Comprehensive Solution Retention  Automatic Service Reminder s  Unlimited Target Market Promotions  Consumer Loyalty Vehicle Website (OwnerAutoSite.com)  Thank-you After Every Visit  Personal Marketing Support Agent  Free Matching  Large Postcards, Coupons and Custom Artwork (optional) New Customer Acquisition  Automatic Customer Review Collection  Search Engine Friendly Review Content  Auto Service News Blog/Content  Facebook Page Creation  Facebook Page Content Management  Advanced Business Reporting

58 SocialCRM Product Advantages You Can Have it All! Comprehensive – Retention and New Customers Automated – Shop Does Almost Nothing Affordable – Great Price/Value – No Hidden Fees Personalized – Marketing Consultant Results - Reporting by

59 1. Manager 5.9/SE Sales Tool 2. Compatible Management Systems 3. Pricing 4. Marketing Material 5. Welcome Kit for Front Counter Selling Information Details

60 Manager 5.9 Sales Tool

61 Compatible Management Systems Alldata Manage ASA TireMaster Bay-Master LANKAR Manager 5.9 and 6.4 SE NAPA Tracs Pace RO Writer VAST Winworks

62 Product Pricing  Product Name = Mitchell 1 SocialCRM  Price = $199 *Add-on Orders will not re-write original order SocialCRM$199 Includes eCRM eCRM$90Stand Alone SocialCRM$109Add-on

63 Price List

64 Brochure Update Code: SCRMBR1012

65 Steps to Complete a New Sale New Sales Require: 1.Shop Registration Form 2.Extraction Installation 3.Order Form Upgrades Do Not Require Shop Registration Form or Extract Software Installation

66 New Sale Quick Start Shop Registration 1 Enter Shop Information 2 Confirm Shop Information 3 Install CRM Software 4 Print 2 Copies and Sign Receipt 

67 Sales Suggestions  Download Documents From Rephelp » Master Documents>>CRM Documents  Create A SocialCRM Binder  Personalize A Short PowerPoint  Call CRM Support From Customer Site (Ext. 8203)  Make Friends With Existing CRM Shops – Enter Your Vehicle  Have Several Conversation Starting Questions  Use Rephelp For Questions And Information

PROPRIETARY INFORMATION OF SNAP-ON DO NOT REPRODUCE