2. Select Career Opportunities Orientations Program “SCOOP” Kelly School of Business J.T. Terry Recruiting/ Retention Manager J.T. Terry Recruiting/ Retention Manager

3. Modern Retailing Modern Retailing Who We Are Who We Are What We Do What We Do How We Do It How We Do It Questions / Open Discussion Questions / Open Discussion Presentation Overview

4. Webster’s:Webster’s: retailing – n. the activities involved in the selling of goods to ultimate consumers for personal or household consumption

5. Retail is more than the transaction at the cash register… Advertising Legal Consumer Affairs Market Research Customer Retention Marketing Customer Service Operations Education Purchasing Finance Quality Control Human Resources Real Estate Information Systems Sales Inventory Services Manufacturer Warehouse Distribution Retailer

6. 1984: 300 JC Penney Auto Centers Acquired 1981: MasterCare ® Car Service Concept 2000 1940s: Firestone Home and Auto Store Circa 1920: Original Firestone Service Station 1900 1920 1960 1980 1990 1989: Bridgestone Brand Sold at Firestone 1992: Retail Store Channels Introduced 2001 2001: Reorganization BFS Retail & Commercial Operations, LLC Formed 2002 2001: Acquired Controlling Interest in Just Under 500 TiresPlus Stores 1940 1960s: Complete Tire and Service Center

7. BFS Retail & Commercial Operations, LLC The largest number of company controlled tire and automotive generalist retail locations in the world The largest number of company controlled tire and automotive generalist retail locations in the world Today there are more than 2,200 company-owned stores operating in 47 states and Canada with 22,000 associates Today there are more than 2,200 company-owned stores operating in 47 states and Canada with 22,000 associates Largest single owner installed automotive tire service provider both in sales and market share in the world Largest single owner installed automotive tire service provider both in sales and market share in the world

8. Fact 1 out of every 5 tires sold worldwide is made by the Bridgestone Group Bridgestone is the world’s largest manufacturer in the rubber industry.

9. BFS Retail & Commercial Operations, LLC NATIONAL ASSOCIATION

10. WESTERN ZONE (266 Stores) SOUTH CENTRAL ZONE (313 Stores) MIDWEST ZONE (307 Stores) SOUTH EAST ZONE (326 Stores) NORTH EAST ZONE (328 Stores) COMMERCIAL STORE OPERATION (50 Stores) MORGAN TIRE (488 Stores) GCR STORES (100 Stores) CANADA (49 Stores)

11. BFS Retail & Commercial Operations, LLC Management Structure

12. BFRC Retail Business Philosophy “The further away from the customer any decision in business is made… …the worse that decision will be.”

13. Source: NAPA/AAA Consumer’s Opinion Car Care Is the Biggest Hassle

14. Our Mission “To make car care easier for our customers.”

15. Our Vision To be recognized as the absolute best retail tire and service company in America by our associates, our customers and the industry.” “To be recognized as the absolute best retail tire and service company in America by our associates, our customers and the industry.”

16. Associate Selection To support our position of only hiring the best we employ several methods to assist our field management in making the right selection: Educate management associates on the selection process Educate management associates on the selection process Selection certification classroom education Selection certification classroom education Structured testing for customer service associates Structured testing for customer service associates Structured interview guide for store managers usage Structured interview guide for store managers usage Store Manager guide for technician selection Store Manager guide for technician selection College recruiting and summer intern programs nationwide College recruiting and summer intern programs nationwide

17. In order to grow, retailers must cut through the clutter and establish a point of differentiation by: Exceeding Customers Expectations Exceeding Customers Expectations Creating Customer Excitement Creating Customer Excitement Producing the ‘WOW’ Factor to your customers Producing the ‘WOW’ Factor to your customers

19. Our brand of service as well as how we provide that service to our customers MasterCare ® Strategic Retail Standardization Plan

20. MasterCare ® Plan Elements Establishes the point of differentiation between us and our nearest competitor Establishes the point of differentiation between us and our nearest competitor Developed from five important customer values Developed from five important customer values Each location audited by an outside firm twice per year Each location audited by an outside firm twice per year Individual bonus compensation based on certification score Individual bonus compensation based on certification score

21. Career Path Options 1. District or Zone Staff 2. Support Center Staff 3. Other Customer 1.District or Zone Staff Assistant District Manager District Manager Zone Marketing Zone Operations Zone Education Zone H.R./Manager Recruiting Retention Zone Controller Zone Safety Manager 2. Support Center Staff Marketing Education Human Resources Real Estate Public Relations Customer Retention Customer Service Finance 3.Other Other LLCs Dealer Sales Corporate Accounts Marketing Outside Affiliated Dealer Summer Intern School Store Manager Training Store Manager Partner District Manager Zone Vice President President

23. Welcome to the BFRC Team?