2. Strategy Turbocharge BDC Dealerships Buy-Back Vehicle Strategy Break up past customers into lists – By Vehicle / Age (ex. 2012-2014 F-150s) Custom message in AM to all Customers Follow-up by Rep Throughout the Day

3. Voice Drop Hello, This is Jenny at 123 Ford. I was reviewing your portfolio on your Ford F-150 and I have some important information for you. Call me back when you have a quick moment, my number here is 404-555-1234. It's about 930am here on Wednesday morning, I will be in the office until 6pm tonight, and I will be sure to follow- up later today as well if I don't hear anything back.

4. BDC Follow-up Sequence BDC: (2 hours later, call from cell phone) if you get their vm again, hang up. BDC: (2 hours later, call from *67) if you get their vm again, hang up.

5. Optional – VD or BDC Live Message BDC: (2 hours later, call from office line) If you get their voicemail again "Hi, Jenny here again with 123 Ford. I have been trying to reach you today about the 2012 Ford F150 you had bought from us. As mentioned, I have some important information for you. Call me back when you have just a quick moment, my number here again is 805-441-3398. Its about 4pm here on Wednesday, as mentioned I will be in the office until 6pm this evening and if I don't hear back from you today- I will be sure to follow-up first thing in the morning

6. Connection With Customer BDC: It's a great day here at 123 Ford, this is Jenny, how may I help you? CUSTOMER: this is Syd Micheal, you have been trying to reach me about my Ford 150? BDC: ohh, yes Hi Syd, thanks for calling me back CUSTOMER: no problem

7. Connection With Customer BDC: Are you still driving your 2012 F-150 you had leased with us? CUSTOMER: yes BDC: excellent, and just to verify-it's white diamond with the black leather? CUSTOMER: yep, I love the white! BDC: okay perfect! How many miles does it have now? CUSTOMER: just under 30k

8. The “Kill” BDC: Excellent! Well the reason I was calling, is I am a sales assistant representative here at 123 Ford, and one of our sales professionals has a customer who came to us to get a new 2015 F-150 and unfortunately wasn't able to get approved on a new one. So, I am looking for a pretty specific used one to fulfill the customers wants and the banks guidelines as well. Your F150would be perfect! I was looking over your portfolio, and see you are paying about $400 a month right now. As a compensation to you, if I could upgrade you to the brand new 2015 model for about the same payment, maybe even less-would I be able to buy back your vehicle?

9. The “Close” CUSTOMER: wow, that sounds great. How much will you give me for it? BDC: that's a great question, thanks for asking Syd. The first thing we want to do is make sure that your vehicle upon inspection will meet all of our needs. I am sure it will, it sounds nice. I have a used car buyer who does all the professional inspections on our buy back program. He is here today until 7pm. When would you be available to drop in? Would right now work or later this evening? CUSTOMER: Possibly this evening, I am off from the job at 4.