1. Dealer Product Services Right from the Start Play OFFENSE Right From the Start Prepare to: GET ON OFFENSE FIRST

2. Dealer Product Services Right from the Start Play OFFENSE

3. Dealer Product Services Right from the Start Play OFFENSE Right From The Start – Solution Kick-off Meetings Going on Offense – Setting the Rules of Engagement

4. Dealer Product Services Right from the Start Play OFFENSE Steps To The Sale Prospect Approach Discovery Presentation/Proposal Close Implementation

5. Dealer Product Services Right from the Start Play OFFENSE The Sale – Just the Beginning Selling continues even after the agreement is signed Don’t lose the enthusiasm A month is forever in their eyes Proper implementation is the foundation of long term success

6. Dealer Product Services Right from the Start Play OFFENSE Why Do A Kick-off Meeting Set proper program expectations Maintain control Further foster commitment to their business Establish best practices Give program best chance for success

7. Dealer Product Services Right from the Start Play OFFENSE Kick-Off Meeting Objectives Establish common ground Educate customer-facing personnel on program Gain buy in on program utilization –Key features Set up processes to facilitate best practice execution

8. Dealer Product Services Right from the Start Play OFFENSE Prior To Kick-off Make sure manager understands value of the meeting –They need to be present Ensure when you will have proofs Establish meeting date, time & place Determine who will need to attend –Advisors, appt. coordinator, manager, billing clerk, techs, receptionist, dealer principal

9. Dealer Product Services Right from the Start Play OFFENSE Topics To Discuss Ahead of Meeting Current DS capture process Advisor pay plan Technician pay plan Appointment process Sales-to-Service process Better understanding of this will guide how you conduct the kick-off training

10. Dealer Product Services Right from the Start Play OFFENSE Items To Have on Hand Agenda Gap analysis / business case Proofs Sample mailer with envelope Declined Service entry instructions Sample reports Customer correction forms –Filter / Delete

11. Dealer Product Services Right from the Start Play OFFENSE Key Points To Cover Proper P & C –DPS & you –Commitment/investment made by owner & manager Program Objectives –Stress WIFM Data download –Initial –Ongoing, Vin driven – time & mileage –Help them understand the logic Letter series –Focus on intent/purpose

12. Dealer Product Services Right from the Start Play OFFENSE Key Points To Cover Letter series (cont.) –Focus on intent/purpose Varied verbiage Relevant offers Flexible formats Stress the “WHY” eSRL’s –Benefits –Links including appts.

13. Dealer Product Services Right from the Start Play OFFENSE Key Points To Cover DS Communications –How to enter –Benefit to advisors & techs Quantify wherever possible Reporting –Key points of analysis –Points of accountability –Use reports as a tool to generate $$$

14. Dealer Product Services Right from the Start Play OFFENSE Maximize The Program – Best Practices Declined recommendations Ask & you shall receive –On the phone Bring letter with you Upsell & ease of write-up –No late coupons –Stress value of communication –In person Better opportunity to sell No late coupons

15. Dealer Product Services Right from the Start Play OFFENSE Handling Return Mail Do NOT throw it away –Good: update DMS –Better: notify DPS of bad addresses Update DMS –Best: get updated info from customer Update DMS Notify DPS of correction or bad address

16. Dealer Product Services Right from the Start Play OFFENSE Handling Customer Corrections No longer owns –Transfer VIN’s to inactive Do not mail Incorrect information (mileage off etc.) –Need specifics Service done elsewhere –Reset Data problem / concern –Need Cust#, VIN#, etc.

17. Dealer Product Services Right from the Start Play OFFENSE Gaining True Buy-in Gain personal commitment –Sign-off agreement –Get managers agreement to utilize If manager not participating in training –What is their commitment? –Do they understand the importance?

18. Dealer Product Services Right from the Start Play OFFENSE Final Steps Ensure inspection mechanisms in place Confirm agreed upon goals Establish steps for corrective actions if goals not met Confirm critical pieces with anyone no able to participate in kick-off Hold your customers accountable –If not, you pay the price