External Sales Conference 25-27 May 2017 ALWAYS MORE

INTRODUCTIONS & OUTLINE AGENDA Thursday 25th May Introductions & Outline Results Internals Conference Outcomes Brand Launch Brand Tools (Website, Brochures, Handypics) The Grace Experience Brand Workshop The Love Seat Quilr Launch Handy GCS Friday 26th May International Messaging Storage & Ancillaries Negotiation skills Follow-Up Results International Knowledge Mobility Grace Today Killer Closing Saturday 27th May Service Excellence Insurance Workshop Sales Culture Ownership & Responsibility MURRAY FITZPATRICK

INTRODUCTIONS & OUTLINE Reflect on results- How did you go? Increase internal relationships- get the rules straight, they generate surveys, we do them, it’s a cultural thing! Understand our brand and how we can use it for effect- redesign our approach to have strong messaging in the house Refocus on how we show our difference- Redesign our messaging on international. Be more efficient with our time – Learn self management techniques. Increase international conversion- better our working knowledge on pricing international jobs. Increase storage and ancillary revenue- negotiate harder to win storage and add specialised services to type 7 accounts To create better relationships with Mobility and to work as a team- recommitt to the new type 5 process To recognise greatness , Create incremental gains in insurance revenue- look at individual insurance approach and to see where we can improve To re-align our values and what we stand for- A new culture! To set our goals & push each other- 60% goal---- 45%in 2010- 56% 2017- 2018 60%???? MURRAY FITZPATRICK

The Grace Experience https://www.youtube.com/watch?v=O2cOXKq7L4k&t=60s

WHAT IS IT? WHY DO WE HAVE IT HOW DO I SHOW IT THE GRACE EXPERIENCE MURRAY FITZPATRICK

How do we explain “Always more” to a customer? Examples Always more understanding of what you need to do an easy move Always more value to what we deliver Always more service during your move Always more attention to wrapping packing loading andunloading Always more followup than otehrs to ensure an easy move Always more communication with you MURRAY FITZPATRICK

INTERNATIONAL MESSAGING What can you explain to a customer to differentiate our international offer FIDI Platinum member for training dedication Dedicated sailing times, only one in industry Preferred partner program –best in class around the world MURRAY FITZPATRICK

TIPS from High Performers NEGOTATION SKILLS TIPS from High Performers Add 10 % when indicatively quoting You only get 1 chance to give your number Hold, Hold your number, then give in a little Always more than the competition, don’t meet them, we are better so charge more. Know your value and express it to customers MURRAY FITZPATRICK

I need to think about it? ` John , most people who need to think about it or need more time its really 1 of 2 things, they are not interested in using us and that’s ok or they are interested but not sure ? Not sure for 1 of 3 reasons Service we are offering, are you ok with the service. Dates and timings, are these lining up ok with you. Or the investment. Which one is it? So lets just go over the cost/investment/money to make sure its right for you.

Your price is too high? Compared to who? Know your reasons why you are more. Ensure Apples for apples, but be careful Findout what they liked about you and Grace Tell your story? Ask for them to move with you?

Can you give me a better Price? Allied is cheaper! I would expect that. Would you prefer to use us? Reconfirm. What do you want us to take out? A line item? Discounting Ask for something in return ill give you a discount but you need to help me,

Killer Closing- Trial closing as a summary $ Explain clearly Now can you see how we set it out in line items for you to confirm with a tick Dates are the 21st and delivery on the 30th, is that right? And you can see that it explains a part pack by us for the kitchen Are you still keen oon the car getting there on the day before? Whats going to happen with the cleaning , Are you still considering it or will we take that out?--OPTION

Killer Closing Confirm arrangements- Get clear on the dollars Explain what we will do from here on Future pace the questions John will you be there on delivery? Ask a dumb question Discuss if they have thought anymore about an specialised service- gardening cleaning, car, valet Ask for the commitment.

Closing on a small issue The pressure close KILLER CLOSING Just ask Assumptive The Alternative close Closing on a small issue The pressure close The objection close- isolate it, cover it and close The trial close- summarises and ask

SALES CULTURE MURRAY FITZPATRICK

THE SALES CULTURE MURRAY FITZPATRICK We own our results and targets as an individual, team, branch and company Pricing and margin flexibility is encouraged to differentiate a proposal Individual sales targets to be set, planned, communicated and coached by Sales Manager We have a buddy system to help us remain focused and efficient We value feedback on our performance and recognise achievement We continually strive to better our skills at communicating the Grace experience to customers We use GCS "If its not there it didn't happen". Special instructions are our value propositions We set our ops teams up for success We sell the full solution We are international and insurance experts MURRAY FITZPATRICK

SALES CULTURE GROUP ACTIVITY MURRAY FITZPATRICK

OWNERSHIP & RESPONSIBILITY