1. Project ARPI Agent Comms

2. What is Project ARPI? ARPI stands for Acquisition Reward Process Improvements i.e. making improvements to the processes which reward you for sales. The aim of this project is to improve customer retention in two ways: – – Moving to a net payment structure (14 days after date of sale) – – Changing the way that Banner recognises new sales and upgrade movements within a product (e.g. moving from Flexi to full fat or adding appliances to existing KAC contracts Why? Currently if a customer cancels their contract after such a such a short period, the business gets no revenue from that customer. We in fact lose money as we pay out commission/Qdos, send out contract packs etc.

3. How the change will affect you – 14 day net payment rule Currently sales are reported on a Monday morning within 7 days of the sale being made i.e. if you make a sale on Monday 2 nd March, this would be show in your Qdos account on Tuesday 10th March (day after report is received). From 15 th March 2009, all sales will be reported into Qdos 14 days after the date of sale. However, we will still only provide a report on a Monday morning. So, if you make a sale on 16 th March, the sale will not appear in your Qdos account until Tuesday 7 th April. This does not mean the sale will be paid on this date, this will depend on your banding scheme. Please see later slides plus other briefing materials which will show you what dates you will be paid for which sales. Sale made on this date This is 14 days later but the report has already run so we need to wait until the following week Sale shows in Qdos account

4. Leaked sales information Each week we will provide your Team Managers with a report of the number of sales which are showing in your Qdos account. They will also receive a report showing how many sales have been leaked (i.e. what you will not get paid for). This report will tell you the products that have leaked, as well as the cancellation code reason logged to help you improve your leaked sales rate going forward. Downgrades will also count as leaked sales i.e. if you sell a HomeCare 200, and within 14 days, the customer subsequently changes to a HomeCare 100, you will be paid for the lower level of service and the original HomeCare 200 will show as a leaked sale.

5. How you can help minimise your own churn – – PRICING – When quoting a price to a customer make sure that you are quoting the right price. – – PRODUCT KNOWLEDGE – When promoting to a customer be clear on the product you are promoting. Do not promote a feature or benefit if you are unsure whether it is cared for. Always refer to you TERMS and CONDITIONS booklet. – – TYPE OF PROPERTY – Always check with the customer when promoting whether the property is residential or commercial. Unless you are in a specific team allowed to do this, do not promote to landlords. – – SCIB – Make sure you make the customer aware of cancellation charges. – – LOSSES TO COMPETITORS – Check the competitor watch website (available on the Intranet) and advise customer on how our products compare to other companies offering similar products. – – GAC – Making sure that when promoting GAC products to a customer we are making the customer aware of the price effect on the customer’s monthly direct debit, where price is pro rata.

6. How the change will affect you – Product Upgrades Currently, if you upgrade on a product e.g. moving a customer from a HomeCare 100 to a HomeCare 200, or moving a customer from Flexi to full fat, there is potential overpayment of Qdos, we ask you to avoid these overpayments by entering UPGRADE in the banner incentive window. This is no longer necessary! One of the main business benefits of ARPI is banner will now be able to differentiate between brand new acquisition sales & up-grades, to pay the applicable rates! Where an incentive rate is applicable for an upgrade this will be 50% of the normal acquisition base rate for that product. i.e. if an agent qualifies for a base rate of £1 for a normal CHC acquisition, and they upgrade a customer from HC100 to HC200, the upgrade rate they will receive is £0.50, this will also attract whatever multiplier the agent earns in their scheme – i.e multiplier of 1.8 would earn the agent £0.90 for the upgrade. Upgrades should be processed as normal, but when the incentive box pops up please put your payroll number in, as if it was a normal sale. For further details on how to process upgrades and the rates that apply – please refer to the links at the end of this briefing for further information. If you follow the new process correctly, all upgrades will now be counted in with your banding multipliers within the actual sales volumes. For KAC, there are no changes to the process at all for adding on appliances, you just do what you always did..

7. How the change will affect you – your actual payments Please refer to your site contacts for detailed information about what you will be paid for and when. You may also find a separate Powerpoint document with a calendar showing up the dates of payment, depending on which channel you are in. This is within the Qdos web area for ARPI.