1. May 04 Overlap1 Role Play Commercial Offer Case 1 Instructions CASE 1: 1. Two participants will play the role of the client and the dealer. Said roles are described in the following pages and must be followed as closely as possible. 2. The participant with the role of the dealer will present commercial offer Nº 1. 3. Through the interpretation of the role play, two participants per group will analyze how the commercial offer has been presented. 4. Finally, each group will elect a speaker to present the conclusions of his group to the other participants. 5. Group discussion

2. May 04 Overlap2 Role Play Commercial Offer Case 2 Objective: 1. Detect deficiencies and errors in the presentation of the first commercial offer of a Porsche (in this case of a Porsche Carrera 4S Coupé). 2. Identify the aspect which should be kept in mind when making an commercial offer. – Instructions CASE 2: 1. Two participants will play the role of the client and the dealer. Said roles are described in the following pages and must be followed as closely as possible. 2. The participant with the role of the dealer will present commercial offer Nº 2. 3. Through the interpretation of the role play, two participants per group will analyze how the commercial offer has been presented. 4. Finally, each group will elect a speaker to present the conclusions of his group to the other participants. 5. Group discussion

3. May 04 Overlap3 Case 1: Customer Profile: – Luis Martínez García. 55 years old. He is married and has two children aged 12 and 15. He is a senior executive in a petroleum company. He is dressed in a classic tailored suit and a striking tie. He plays golf almost every weekend at the country club of his town. – He has already seen the new Porsche 911 Carrera and is very interested in buying it with the following options: Porsche Active Suspension Management System Bi-Xenón headlights Metalized color Electrical sun roof Tiptronic S Adaptable sports seats. – He wishes to know the total price of the car and of each option. – He is also offering a Nissan 350Z as a partial payment, which he is hoping to get a very good price for since it is in excellent condition (always according to the customer). – He would like to receive a detailled offer which includes the appraisal of his car and study it at home with more time.

4. May 04 Overlap4 Case 1: Dealer Profile: – Carlos Antonio Pérez Pérez, 37 years old, married, with two children aged 10 and 8. He has been a Porsche customer for 7 years. He is quite tired because he has been working late for the past two weeks. It is Friday, 7.45 p.m. and there are only 15 minutes left until the dealership closes and you can go home to enjoy some time with your family. In this moment the customer arrives, although had had an appointment for 6 p.m. – The car has already been presented to this client one week ago and now he wishes to receive more detailled information on the car and its available options. – You will not give him the information in a correct manner because you are in a hurry to pick up one of your sons from his Judo class. – You will present him with the commercial offer 1. – In addition, the car he offers as a partial payment, is a BMW Z3, 3 years old, 40.000 km, with little equipment and the inside of the car does not smell too good.

5. May 04 Overlap5 Case 2: Customer Profile: – Teodoro Sbaraglia López, 45 years old, separated, one son aged 18 years. He is a representative for high profile soccer players from different countries worldwide. He is dressed casually but in prestigious brand name clothes. He is wearing a white gold chain and a gold Rolex. He is familiar with the brand and is interested in purchasing the new Porsche 911 Carrera S with a few options: Sports seats Elegant Makassar interior Multifunctional steering wheel with three wooden Sycomoro rings Navigation module and PCM telephone CD changer holding 6 CDs Metallized color Electrical sun roof Carrera Classic wheels, 19 inches Terracotta painted spheres Bi-Xenón headlights BOSE surround sound system – He would like to know the total price of the car and of each of the options. – In addition, he is offering a Mercedes SLK 320 as a partial payment, 4 years old with 40.000 km.

6. May 04 Overlap6 Case 2: Dealer Profile: – Federico García San Juan, 47 years old, married, with a daughter aged 17. He has been a Porsche customer for 18 years. – He is waiting for a customer who is half an hour late. It is 6.30 p.m. on a Wednesday. He has plans to go for dinner with his wife and some friends after work. – The car has already been presented to this client one week ago and now he wishes to receive more detailled information on the car and its available options. – You will provide the information in a correct manner because you like your job, your brand and are a professional. This will mean for you that you will be late for your dinner appointment with your wife. – You will present commercial offer 2. – The appraisal of the car that the client wishes to trade in will be included in said offer. – Do this job with the highest level of professionalism, order and commitment to the customer.

7. May 04 Overlap7 Commercial Offer Case 1

8. May 04 Overlap8 Commercial Offer Case 2