Next generation auto crm presentation

2. WHAT ARE WE DOING NOW? WHY DO WE DO IT THIS WAY? HOW CAN WE DO IT BETTER? OUR BIG PICTURE!

3. The 7 Profit Leaks FIND SERVE KEEP

4. #2 PHONE SALES PROCESS #1 SHOWROOM SALES PROCESS #3 INTERNET SALES PROCESS #4 UNSOLD FOLLOW UP PROCESS #5 SOLD FOLLOW UP PROCESS #6 SERVICE FOLLOW UP PROCESS #7 PROSPECTING PROCESS

5. 1st week 1st month 1st year 2nd year 3rd year 4th year 5th year 6th year LOW HIGH Phone Contact Loyalty Repair Dollars # 6 SERVICE FOLLOW UP

6. # 4 UNSOLD FOLLOW UP

7. Sell & Service more vehicles profitably! Mail, email & phone Lease Finance SERVE FIND KEEP C R C Walk-In Internet Phone OTHER Service Unsold 80% Permission Based Customer Contact SOLD SOLD 20% - Unsold Walk-Ins - Unsold Phone - Unsold Internet - Sold - Service - Prospects 75% Lost 500 250 100 100 75 400

8. Profit Opportunity Sold 67.5 x $1250 = $84,375 12 x $84,375= $1,012,500. Moving the “NEEDLE” slightly makes a BIG Difference! Walk-In Phone Internet Unsold 500 5% 25 250 5% 12.5 100 5% 5 400 5% 20 100 5% 5

9. We SAW how a CRC could make a DIFFERENCE! WE Identified the OPPORTUNITIES! Now, we need to APPLY them! What does it take to go from... Concept REALITY?

12. Customer Relationship Center Technology How will/do you DECIDE To manage YOUR INFORMATION? Internet Lead Management : Contact Management Salespoint Outlook Customer Information Mgmt : Contact Management Prospecting : Manufacturing Lists Third party sites Dealer database management Reporting : Microsoft Excel Contact Management DMS

14. Our CRC Results With our CRC Reports We Track : Outbound Calls Inbound Calls Internet Opportunities Web Page Stats Appointments Units SOLD CRC Report - MAY 2008 AUTOMARK PAGE STATS Unique Visits 5,562 Page Views 11,473 DEALERCONNECTION PAGE STATS MTD Unique Visits Page Views Average Visit Length CRC ACTIVITY MTD Outbound Calls Sales & Service 616 Inbound/Outbound Leads 553 Internet Leads 312 Appointments Made Sales & Service 325 Sales & Service Confirmations 308 Appointments Showed Sales & Service 182 Appointments Showed Sales 141 Unsold Follow Up Sales 17 TOTAL - Unit Sales 59

15. Our CRC Results FE and BE Grosses VEHICLE DETAIL NEW - Units Sold FE Gross BE Gross Total Cars 17 $13,496 $13,172 $26,668 Trucks 25 $23,880 $26,308 $50,188 Total 42 $37,376 $39,480 $76,856 USED - Units Sold FE Gross BE Gross Total Cars 7 $15,926 $10,095 $26,021 Trucks 10 $19,389 $18,299 $37,688 Total 17 $35,315 $28,394 $63,709 TOTAL - Units Sold FE Gross BE Gross Total Cars 24 $29,422 $23,267 $52,689 Trucks 35 $43,269 $44,607 $87,876 Total 59 $72,691 $67,874 $140,565 INTERNET FE$ BE$ TOTAL NFVG 20 $26,781 $29,847 $56,628 UFVG 6 $14,236 $8,425 $22,661 TOTAL 26 $41,017 $38,272 $79,289

16. Our CRC Results CRC Expenses Net Income CRC EXPENSES Internet Leads $ 2,190 Website Fees www.rich-ford.com $ 901 richardsonfordsales.com www. Rich Ford.net www.Rich Ford NM.com autotrader.com $ 5,500 $ 8,591 Software Fees Know me/Visible Customer $ 3,100 Contact Management $ 1,930 LSI/Dealer Connection/Call Bright $ 1,092 Other Expenses Mail/Marketing $ 895 Office Supplies $ 675 KBB License $ 83 Google Adwords Online $ 5,047 Advantix Media (Website Placement) $ 1,000 ebay listing fees $ 402 Microsite Management (5 sites) CRC Salaries $ 14,349 CRC Bonuses $ 2,868 Salesperson Commissions $ 18,173 Total Expenses $ 58,205 Net Income $ 88,041

17. Our CRC Results OVERALL TOTALS (MAY 2008) WK MTD SALES Leads 75 553 Appt 44 250 45.2% Confirmations 44 245 Show 27 141 56.4% Sold 8 59 41.8% 23.6% SERVICE Appt 17 75 Confirmations 10 63 Show 7 41 54.7%