Increase Your BDC Production by 15-30% WITHOUT Increasing Your Budget Full Name I Company I Job Title I A Top-Down Guide to Fostering Management Cohesion, Building Better Internal Relationships, and Implementing Effective Process Chris Sondesky | Executive Director | CF Search Marketing |

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Retail Introduction General Manager Import Specialists March 2004 – September 2007 (3 years 7 months) Director of Business Development AMA Cars, a division of MAACO Enterprises GSM/eCommerce/Marketing Director DeSimone, Inc. – DeSimone Auto Group eCommerce, Marketing, & Business Development Director Cherry Hill Dodge Chrysler Jeep | Cherry Hill Mitsubishi/Suzuki KIA of Cherry Hill | FIAT of Maple Shade 2

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Top 1% FCA Dealership Nationally #2 CPO Nationally for Three Years Running #1 KIA Dealer in the Philadelphia DMA #4 Mitsubishi Dealership Nationally Intro 3

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing 9,597 Showroom Ups 3,959 Car Deals 7,786 Showroom Ups 3,318 Car Deals 10,009 Showroom Ups 4,452 Car Deals 6,699 Showroom Ups 2,794 Car Deals 3,893 Showroom Ups 1,506 Car Deals 4 CY2014 CY2011 CY2012 CY2013CY years 37,984 Shown Appointments 16,029 Sold Vehicles

Chris Sondesky | Executive Director | CF Search Marketing Why are we here? We’ve abused emotion for the sake of gross profit Consumers are using the internet as a means to safeguard their emotion What did I DO?! 5

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Why does it matter? 88-96% are using a desktop/laptop 75% of total shopping time happens online Users who spent minimal (1-4 hours) time researching online visit 2.0 dealerships on average (sourced: 2015 Automotive Buyer Influence Study Brochure | AT Multi Device Car Shopping Study | J.D. Power New Autoshopper Study | 2015 Car Buyer of the Future) 6

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Why does it matter? Users who spent moderate (5-11 hours) time researching online visit 2.5 dealerships on average Users who spent the most (12 hours or more) time researching online visit 3.3 dealerships on average 7

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Why more visits? Quickly making a decision about who NOT TO DO BUSINESS WITH 8

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Why improve? The more we improve our process, the more often consumers will want do it. 9

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Why improve?

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing 12

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing How many appointments do we have so far TODAY? How many calls have we made so far TODAY? What can we do to help put those deals together? 13

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Assumptions Capable Willing Respected 14

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Accountability Closing Ratio – eLead to sale? Phone to sale? Lead count Gross? Phone incremental? Appointment set rate vs. a contact rate? Dials per day? Contacts per day? Contact rate phone/text? Appointments Unique? Shows Unique? What is your show rate? 15

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Track Effort First What You Expect Inspect 16

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Best Practices – BDC/Internet Response time is the #1 priority of the department Appointments are set for only TODAY and TOMORROW CRM Usage is promoted and monitored by management If it is not in the CRM it didn’t happen. 17

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing All Customers Greeted with ‘Who is your appointment with today?’ Customer TO’d to Manager – given interview & CRM check CRM Usage is promoted and monitored by management If it is not in the CRM it didn’t happen. Best Practices – Sales Team 18

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing 19

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing 20

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Tracking Examples 21

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing 22

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing 23

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Dial Attempts Contacts Leads (Gross) & Source Appointments Set Appointments Shown Appointments Sold Lead Performance Metrics Totals Calls from # Appointment Opportunity Appointments Set Appointments Shown Appointments Sold 24

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Lead Performance Metrics 25

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Lead Performance Metrics 25

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing ROI Calculator 26

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Accountability Management Clearly define expectations 6-8 Hours/Month for GM/Owner 30 minutes/day for each Manager 27

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Sales Timely & Accurate Customer Service CRM Usage Adherence to Process Accountability 28

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Accountability & Expectations Internet Lead Handling Team Timely & Accurate Customer Service CRM Usage Adherence to Process 2 shows per day, per person 80 dials per day 29

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Compensation Schedules 30

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Pay Plan Examples Hourly rate at $14 per hour to be paid bi-weekly in accordance with company payroll Bonus to begin at $250 paid monthly in accordance with managerial bonus schedules 31

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Pay Plan Examples Start Date: Increased hourly flat rate $14-16/hr Days: Increased hourly flat rate $14-16/hr Introduce Set/Show Bonus Plan 120+ Days: Reduce hourly by $2/hr 32

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Pay Plan Examples 33

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Internet Manager KPIs Department Performance Standards Ensure that the team sets appointments for dealership visits with at least 80% of inbound incremental phone leads received. Achieve Contact-to-Appoint conversion rates for the team of 30% or more on outbound contacts made. 34

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Internet Manager KPIs Achieve an overall Lead-to-Sales closing ratio of 12.5% or higher for the supervised team assigned to the BDC Team Leader. Achieve an average daily outbound call completion count of at least 100 calls per CSR on team. Ensure all daily process operations and interactions take place ( recaps, performance tallies, etc). 35

Full Name I Company I Job Title I Chris Sondesky | Executive Director | CF Search Marketing Pay Plan Examples Store currently sells 125 $2k/per copy (TVG) expecting 10-15% lift month 1. Expect to have 100+ shows in first month, bonus should with every additional 25 shows = +$250 Draw of $1k/week Bonus of 1.5% = $3, shows = $1,250 36

Share an important takeaway you received from this session using hashtag #DDWNE for a chance to win an iPad Contact Info Full Name: Chris Sondesky Company: CF Search Marketing, BOOTH #241 Job Title: Executive Director