1. Full Name | Company | Job Title | Email Tips on how to Maximize YOUR usage with YOUR current CRM Chris Gardiner – OptionSoft CRM

2. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com What is a CRM? Customer Relationship Management (CRM) – practices, strategies and technologies companies use to manage and analyze customer interactions and data throughout the customer lifecycle.

3. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Todays Conversation CRM Sales Follow UpsMissed OppsCleaner Data Service Missed OppsFollow Ups Finance Missed Opportunities

4. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Todays Conversation Topics: Ways to get CLEANER more ACTIONABLE Data. Strategic Searches of a Dealerships Data for new Leads. New Follow Ups with various customer types. Advanced Reports to review. Goal: Provide you with one or two tips that you can start using immediately.

5. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Cleaner DATA New Customers Make Data Points restricted: o Email address o Source Type o Source Managers must: Review email addresses. Update Source Type and Source.

6. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Cleaner DATA No Sale Customers Updating a customer record for your “non- sale” customers is Vital. MANAGEMENT Must confirm and monitor this. Helps with remarketing in both Sales and Service “Lost Customers” – Purchased somewhere else – Market for Service Work “Unable to Finance”

7. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Cleaner DATA Re-Market to those Customers Updating a customer record for your “non- sale” customers is Vital. MANAGEMENT Must confirm and monitor this. Helps with remarketing in both Sales and Service “Lost Customers” – Purchased somewhere else – Market for Service Work “Unable to Finance”

8. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Data Searches Data Mining – Ability to find leads from the dealerships internal Database. Sales – Service - Finance

9. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Data Searches Sales : Sold Customers: Lease Turn Ins Equity Searches (specific vehicles cross referenced with Payoff) High APR Customers – “time to refinance”

10. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Data Searches Sales : Unsold Customers: Unable to Finance Ties into Clean data Customers from 6-9 months ago New Rebate / End of Month blow out Shopping multiple vehicles. Had to be at a certain price point.

11. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Data Searches F&I: Missed Opportunities (Did not purchase VSC / PPM, etc.) Expiring VSC Most of these Searches can be turned into Campaigns

12. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Campaigns Campaigns: Follow Up Schedule for ALL Customer Types. Includes: Calls Auto-Emails Manual Emails Texts Letters Managers must Enforce

13. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Campaigns Sales Un Sold Customers: 45 Day Out – Text Blast Sold Customers: Lease Turn Ins (3, 6, 9 Months out) Letters, Emails, Calls. Bid Dog Email (1, 3, 6 Months) Works well if offering a BIG Bird Dog.

14. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Campaigns Sales Service Customers: 1 Year Inspection 10 or 11 months after last inspection 5k, 10k Service Works Estimated at 4 and 8 months Declined Work 1 day after F&I: Declined VSC Auto-Email, discuss benefits

15. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Reports Zip Code Source Zip Code Analysis Determine what Zip Codes are giving the most opportunities and best ROI Great for Mailers! Sales

16. Chris Gardiner| OptionSoft CRM | Director of Operations | cgardiner@otiservices.com Reports Sales Snapshot Used for F&I and the TO Process Shows Sales Managers and Sales People and what products they are selling and closing %. F&I

17. CONTACT INFO Full Name: Chris Gardiner Company: OptionSoft CRM Job Title: Director of Operations Contact: cgardiner@otiservices.comcgardiner@otiservices.com Share an important takeaway you received from this session using hashtag #DD19 for a chance to win an iPad