Lexus - First maintenance Call Objective's Express appreciation for purchasing their Lexus Offer to schedule the first maintenance visit Verify customer contact information Required Pre Call: Access customers required maintenance via http://www.lexus.ca/lexus/experience/en/home/parts_and_services/ps_maintenance_oms.jsp Understand your customers maintenance needs , be prepared to communicate them accordingly Be prepared to acknowledge questions /concerns and proactively address them __________________________________________________________________________________________   Hello may I speak to <Customer Name>? Hello, my name is <Rep. Name> calling from <Dealership Name>, your Lexus Dealership. I am calling in regards to the first maintenance of your <year/model > Do you have two minutes to speak with me? NO – Is there a more convenient time for us to contact you? YES – Thank you! How are you enjoying your new Lexus <model>? (Listen and acknowledge customer comment) Your <model> is approaching its first recommended maintenance interval and because we offer luxury service made for your Lexus, the first maintenance visit is COMPLEMENTARY. The following services are included: Review required maintenance with customer as per the owner section of, www.lexus.ca At Lexus <Dealership Name>, we offer the Lexus touch to ensure your Lexus runs at peak performance Optional / Rebuttal: We offer the following services at <Dealership Name> for your service needs and convenience: -Up front Menu Pricing -Factory-trained Technicians -Your vehicle is Fixed Right the First Time -Toyota Genuine Factory – Approved Parts -12 months/ 20,000 km Parts and Labour Warranty -Modern, Comfortable Customer Lounge -Free Customer Shuttle For your convenience we have service appointments open any time between <provide date/time range>. Which date/time would you prefer? YES, your appointment is confirmed for <date/time>. NO – We are also open from <start to end of week/month>. Will one of those days work better? YES – confirm appointment NO – Verify customer information – We want to verify if we have the correct contact information for you on file < Confirm email address , mailing address and preferred contact number>.     If you have any further questions or comments you can call us at <999-999-9999> or visit online at <URL>. Thank you for your time, have a great day/evening/weekend. First maintenance call, acknowledge customer sentiment, address questions & concerns confidently – remember you are re-establishing a first impression Communicate value, highlight customer service features, like the free customer shuttles, modern Lounge, hours of operation etc. Use active listening to anticipate a customers needs, if a customer has service concerns, re-assure them Toyota factory trained technicians are the right choice to address their vehicles needs

Lexus - 21-Day Reminder (no incentive) Call Objective's Educate customer on their required maintenance interval Offer to schedule a maintenance visit Verify customer contact information Required Pre Call: Access customers required maintenance via http://www.lexus.ca/lexus/experience/en/home/parts_and_services/ps_maintenance_oms.jsp Understand your customers maintenance needs , be prepared to communicate them accordingly Review previous service history for important service facts and relevant customer information __________________________________________________________________________________________   Hello may I speak to <Customer Name>? Hello, my name is <Rep. Name> calling from <Dealership Name>, your Lexus Dealership. This is a reminder call for the next maintenance service your Lexus <year/model > is due . Do you have two minutes to speak with me? NO – Is there a more convenient time for us to contact <Customer Name>? YES – Thank you! Your Lexus <model> is approaching its next maintenance service. We are interested in the health and well-being of your vehicle and want to inform you that the following services are required for this maintenance interval: Review required maintenance with customer as per the owner section of, www.lexus.ca At Lexus <Dealership Name>, we offer the Lexus touch to ensure your Lexus runs at peak performance. Optional / Rebuttal: We offer the following services here at <Dealership Name> for your service needs and convenience: -Up front Menu Pricing -Factory-trained Technicians -Your vehicle is Fixed Right the First Time -Toyota Genuine Factory – Approved Parts -12 months/ 20,000 km Parts and Labour Warranty -Modern, Comfortable Customer Lounge -Free Customer Shuttle For your convenience we have service appointments open any time between <provide date/time range>. Which date/time would you prefer? YES, your appointment is confirmed for <date/time>. NO – We are also open from <start to end of week/month>. Will one of those days work better? YES – confirm appointment NO – We want to verify if we have the correct contact information on file for you < Confirm email address , mailing address and preferred contact number>.     If you have any further questions or comments you can call us at <999-999-9999> or visit online at <URL>. Thank you for your time, have a great day/evening/weekend. Offer intuitive insights to services and luxury offerings; i.e. Modern Customer Lounges and Free Customer Shuttle Service. Communicate value, highlight customer service features, like flexible hours of operation and always Fixed Right the First Time etc. Use active listening to anticipate a customers needs, if a customer states they work in the evening, suggest an early morning appointment and tell them how great the coffee is!

Lexus - 21-Day Reminder (with incentive) Call Objective's Educate customer on their required maintenance interval Offer to schedule a maintenance visit Verify customer contact information Required Pre Call: Access customers required maintenance via http://www.lexus.ca/lexus/experience/en/home/parts_and_services/ps_maintenance_oms.jsp Understand your customers maintenance needs , be prepared to communicate them accordingly Review previous service history for important service facts and relevant customer information __________________________________________________________________________________________   Hello may I speak to <Customer Name>? Hello, my name is <Rep. Name> calling from <Dealership Name>, your Lexus Dealership. This is a reminder call for the next maintenance service your Lexus <year/model > is due . Do you have two minutes to speak with me? NO – Is there a more convenient time for us to contact <Customer Name>? YES – Thank you! Your Lexus <model> is approaching its next maintenance service and we are pleased to offer a special incentive for you <mention offer/incentive - $ off or price point>. We are interested in the health and well-being of your vehicle and want to inform you that the following services are required for this maintenance interval: Review required maintenance with customer as per the owner section of, www.lexus.ca At Lexus <Dealership Name>, we offer the Lexus touch to ensure your Lexus runs at peak performance. Optional / Rebuttal: We offer the following services here at <Dealership Name> for your service needs and convenience: -Up front Menu Pricing -Factory-trained Technicians -Your vehicle is Fixed Right the First Time -Toyota Genuine Factory – Approved Parts -12 months/ 20,000 km Parts and Labour Warranty -Modern, Comfortable Customer Lounge -Free Customer Shuttle For your convenience we have service appointments open any time between <provide date/time range>. Which date/time would you prefer? YES, your appointment is confirmed for <date/time>. NO – We are also open from <start to end of week/month>. Will one of those days work better? YES – confirm appointment NO – We want to verify if we have the correct contact information on file for you < Confirm email address , mailing address and preferred contact number>.     If you have any further questions or comments you can call us at <999-999-9999> or visit online at <URL>. Thank you for your time, have a great day/evening/weekend. Offer intuitive insights to services and luxury offerings; i.e. Modern Customer Lounges and Free Customer Shuttle Service. Communicate value, highlight customer service features, like flexible hours of operation and always Fixed Right the First Time etc. Use active listening to anticipate a customers needs, if a customer states they work in the evening, suggest an early morning appointment and tell them how great the coffee is!

Lexus – 7 Day (no incentive) Call Objective's Educate customer on their required maintenance interval Offer to schedule a maintenance visit Verify customer contact information Required Pre Call: Access customers required maintenance via http://www.lexus.ca/lexus/experience/en/home/parts_and_services/ps_maintenance_oms.jsp Understand your customers maintenance needs , be prepared to communicate them accordingly Review previous service history for important service facts and relevant customer information __________________________________________________________________________________________ Hello may I speak to <Customer Name>? Hello, my name is <Rep. Name> calling from <Dealership Name>, your Lexus Dealership. I am calling in regards to the important maintenance interval your <year/model > is due for this week! Do you have two minutes to speak with me?  NO – Is there a more convenient time for us to contact <Customer Name>? This is an important maintenance service reminder.  YES – Thank you! Your Lexus<model> has approached the required maintenance interval . We want to ensure the health and well-being of your vehicle. This maintenance interval is important and includes: Review required maintenance with customer as per the owner section of, www.lexus.ca   At Lexus <Dealership Name>, we offer the Lexus touch to ensure your Lexus runs at peak performance. Optional / Rebuttal: We offer the following facilities at <Dealership Name> for your service needs and convenience: -Up front Menu Pricing -Factory-trained Technicians-Your vehicle is Fixed Right the First Time -Toyota Genuine Factory – Approved Parts -12 months/ 20,000 km Parts and Labor Warranty -Modern, Comfortable Customer Lounge -Free Customer Shuttle So, when will be a convenient time for you to bring your Lexus <model> in for its maintenance service? For your convenience, we have service appointments open any time between <provide date/time range>. Which date/time would you prefer? YES, your appointment is confirmed for <date/time>.  NO – We are also open from <start to end of week/month>. Will one of those days work better? YES – confirm appointment NO – Verify customer information – We want to verify if we have the correct contact information on file for you < Confirm email address, mailing address and preferred contact number>.  If you have any further questions or comments you can call us at <999-999-9999> or visit online at <URL>. Thank you for your time, have a great day/evening/weekend. Confident delivery and an intelligent message will ensure sense of urgency is understood by your customer. Proactively educate your customer by detailing all that’s included in their mandatory maintenance service. Actively listen to your customers, anticipate roadblocks and ensure polite rebuttals are delivered on every call, i.e., no problem, we re open later on these nights.

Lexus – 7 Day (with incentive) Call Objective's Educate customer on their required maintenance interval Offer to schedule a maintenance visit Verify customer contact information Required Pre Call: Access customers required maintenance via http://www.lexus.ca/lexus/experience/en/home/parts_and_services/ps_maintenance_oms.jsp Understand your customers maintenance needs , be prepared to communicate them accordingly Review previous service history for important service facts and relevant customer information __________________________________________________________________________________________ Hello may I speak to <Customer Name>? Hello, my name is <Rep. Name> calling from <Dealership Name>, your Lexus Dealership. I am calling in regards to the important maintenance interval your <year/model > is due for this week! Do you have two minutes to speak with me?  NO – Is there a more convenient time for us to contact <Customer Name>? This is an important maintenance service reminder. YES – Thank you! Your Lexus <model> is approaching its next maintenance service and we are pleased to offer a special incentive for you <mention offer/incentive - $ off or price point>. We are interested in the health and well-being of your vehicle and want to inform you that the following services are required for this maintenance interval: Review required maintenance with customer as per the owner section of, www.lexus.ca   At Lexus <Dealership Name>, we offer the Lexus touch to ensure your Lexus runs at peak performance. Optional / Rebuttal: We offer the following facilities at <Dealership Name> for your service needs and convenience: -Up front Menu Pricing -Factory-trained Technicians-Your vehicle is Fixed Right the First Time -Toyota Genuine Factory – Approved Parts -12 months/ 20,000 km Parts and Labor Warranty -Modern, Comfortable Customer Lounge -Free Customer Shuttle So, when will be a convenient time for you to bring your Lexus <model> in for its maintenance service? For your convenience, we have service appointments open any time between <provide date/time range>. Which date/time would you prefer? YES, your appointment is confirmed for <date/time>.  NO – We are also open from <start to end of week/month>. Will one of those days work better? YES – confirm appointment NO – Verify customer information – We want to verify if we have the correct contact information on file for you < Confirm email address, mailing address and preferred contact number>.  If you have any further questions or comments you can call us at <999-999-9999> or visit online at <URL>. Thank you for your time, have a great day/evening/weekend. Confident delivery and an intelligent message will ensure sense of urgency is understood by your customer. Proactively educate your customer by detailing all that’s included in their mandatory maintenance service. Actively listen to your customers, anticipate roadblocks and ensure polite rebuttals are delivered on every call, i.e., no problem, we re open later on these nights.

Lexus – 1 Day (no incentive) Call Objective's Educate customer on their required maintenance interval Offer to schedule a maintenance visit with a sense of urgency Verify customer contact information Required Pre Call: Access customers required maintenance via http://www.lexus.ca/lexus/experience/en/home/parts_and_services/ps_maintenance_oms.jsp Understand your customers maintenance needs , be prepared to communicate them accordingly Review previous service history for important service facts and relevant customer information __________________________________________________________________________________________ Hello may I speak to <Customer Name>? Hello, my name is <Rep. Name> calling from <Dealership Name>, your Lexus Dealership. I am calling in regards to the important maintenance interval your <year/model > requires. Do you have two minutes to speak with me? NO - This is an important maintenance service reminder, is there a more convenient time for us to contact you? YES – Thank you! According to our records your Lexis <model> maintenance service is past due! We want to ensure your Lexus <model> continues to run like new, your vehicle is important to us. The following services are included in this maintenance visit: Review required maintenance with customer as per the owner section of, www.lexus.ca   At Lexus <Dealership Name>, we offer the Lexus touch to ensure your Lexus runs at peak performance. Optional / Rebuttal: We offer the following facilities at <Dealership Name> for your service needs and convenience: -Up Front Menu Pricing -Factory-trained Technicians -Your vehicle is Fixed Right the First Time -Toyota Genuine Factory – Approved Parts -12 months/ 20,000 km Parts and Labor Warranty -Modern, Comfortable Customer Lounge -Free Customer Shuttle For your convenience can I schedule an appointment sometime this week? We have service appointments open any time between <provide date/time range>. Which date/time would you prefer? YES, your appointment is confirmed for <date/time>. NO – We are also open from <start to end of week/month>. Will one of those days work better? YES – confirm appointment NO – Verify customer information – We want to verify if we have the correct contact information on file for you < Confirm email address, mailing address and preferred contact number>. If you have any further questions or comments you can call us at <999-999-9999> or visit online at <URL>. Thank you for your time, have a great day/evening/weekend. Confident delivery and an intelligent message will ensure sense of urgency is understood by your customer. Your customers service interval is already due, focus on availability, showcase your dealerships flexible hours of operation. When appropriate openly communicate pricing and highlight the value in Factory Trained Technicians & “Fixed Right the First Time” Use empathy and understand if your appointment offer is declined, i.e. I understand it’s difficult but we do offer a FREE Customer Shuttle Service!

Lexus – 1 Day (with incentive) Call Objective's Educate customer on their required maintenance interval Offer to schedule a maintenance visit with a sense of urgency Verify customer contact information Required Pre Call: Access customers required maintenance via http://www.lexus.ca/lexus/experience/en/home/parts_and_services/ps_maintenance_oms.jsp Understand your customers maintenance needs , be prepared to communicate them accordingly Review previous service history for important service facts and relevant customer information __________________________________________________________________________________________ Hello may I speak to <Customer Name>? Hello, my name is <Rep. Name> calling from <Dealership Name>, your Lexus Dealership. I am calling in regards to the important maintenance interval your <year/model > requires. Do you have two minutes to speak with me? NO - This is an important maintenance service reminder, is there a more convenient time for us to contact you? YES – Thank you! According to our records your Lexus <model> maintenance service is past due! We are pleased to offer a special incentive for you <mention offer/incentive - $ off or price point> We want to ensure your Lexus <model> continues to run like new, your vehicle is important to us. The following services are included in this maintenance visit: Review required maintenance with customer as per the owner section of, www.lexus.ca   At Lexus <Dealership Name>, we offer the Lexus touch to ensure your Lexus runs at peak performance. Optional / Rebuttal: We offer the following facilities at <Dealership Name> for your service needs and convenience: -Up Front Menu Pricing -Factory-trained Technicians -Your vehicle is Fixed Right the First Time -Toyota Genuine Factory – Approved Parts -12 months/ 20,000 km Parts and Labor Warranty -Modern, Comfortable Customer Lounge -Free Customer Shuttle For your convenience can I schedule an appointment sometime this week? We have service appointments open any time between <provide date/time range>. Which date/time would you prefer? YES, your appointment is confirmed for <date/time>. NO – We are also open from <start to end of week/month>. Will one of those days work better? YES – confirm appointment NO – Verify customer information – We want to verify if we have the correct contact information on file for you < Confirm email address, mailing address and preferred contact number>. If you have any further questions or comments you can call us at <999-999-9999> or visit online at <URL>. Thank you for your time, have a great day/evening/weekend. Confident delivery and an intelligent message will ensure sense of urgency is understood by your customer. Your customers service interval is already due, focus on availability, showcase your dealerships flexible hours of operation. When appropriate openly communicate pricing and highlight the value in Factory Trained Technicians & “Fixed Right the First Time” Use empathy and understand if your appointment offer is declined, i.e. I understand it’s difficult but we do offer a FREE Customer Shuttle Service!