Welcome to the July 14 th Coaching Conference™ for the Web-Learning BETA Test *6 to Mute your Phone Net.Prophet

2 Your Hosts for Today’s Conference are: Gary Elekes in Burlington, Vermont & Dean Ferrara in Burlington,Vermont Please be sure your phone is muted!

3 Net.Prophet Creating More Leads from your Service Department About This Coaching Conference™

4 Net.Prophet Site & Conference Reminders: 1.Site* 6 to MUTE your phone 2.Chat Function is available to you 3.Through chat function, ask your questions Read and Understand your Pre Conference Materials

5 Net.Prophet Getting Started Assumptions: 1.Service Department is an area of leads. 2.Service Department is weaker creating leads than you want. 3.This is not how to GET more demand service, but how to create more leads from the demand service that you already have.

6 Net.Prophet Polling Questions: 1.What % is your total service and maintenance revenues of your company sales? 2.Do you track your leads by lead source, service being a separate lead source ? 3.Do you know your cost per leads in each lead source, including service? 4.Do you get at or above 75% of leads from service and maintenance department? 5.Do you have a formula, a system, to create buy-in from Technicians, or when and how to create leads out of service or maintenance?

7 Net.Prophet Coaching Conference Agenda Today 1.The Service & Replacement Business Model 2.Lead Budget & Lead tracking 3.Lead Source Analysis and Sales Tracking From Leads Granted 4.Lead Creation – How To - from Service & Maintenance 5.Company Training on Lead Creation & Tracking

8 Residential Replacement & Service Business Model Performance Planning Having a System of Forecasting and Adjustment is crucial to growth System Selling Including Accessories, and IAQ, Maintenance Agreements People Focus More Understand Performance More Accountability No Surprises Same Day Installs Quality – Minimize Callbacks Technician Generated Leads Maximize Sales processes – Value 100% Maintenance Agreement New Sale Culture and Focus for Precision Tune-Ups and Maintenance Agreements 70% conversion of PTU’s to full Service Agreements (up to 95%) Each New Demand Service Call = 25% conversion Rate to Maintenance Agreement 100% Offer Rates on all DS Calls 90 % Renewal on Existing SA’s 85% Closures on SA Customers Higher Margin – Value Selling Reduced Marketing Expenses New Customer Demand Service Processes Flat Rate – Debrief Every Call 65% Conversion Rate to SA’s 100% Offer Rate for SA’s 15-20% repair Calls turn to Retrofit Leads Accessories Sales & Existing Customer Marketing Processes Lead Generation Existing Customers Future Accessory Sales Each Maintenance customer = $650. in Yearly Sales Priority #1Priority #2 Priority #3 Priority #4 Priority #5

9 Net.Prophet Lead Budget & Lead Tracking Define a Lead Budget from a Sales Plan (Estimate) Define the number of Leads I need from Service From the budget, calculate the number of service calls, then use this figure to calculate the number of leads from service. Tie back to number of total leads needed.

10 Net.Prophet Lead Budget & Lead Tracking – Replacement Leads Required

11 Net.Prophet Actual Costs of Media/Advertising/Marketing – Costs per lead Leads coming in by Medium Leads run as a Sales Call and Disposition Total Dollars of Sales Estimates by Medium (Lead Source) Total Dollars Sold by Medium (Lead Source) Total Dollars outstanding by Medium (Lead Source) Total # of Sales Made by Medium (Lead Source) Total Sales Closure Rate by Medium (Lead Source) Lead Source & Sales Tracking – Replacement Leads What you should be Tracking Weekly All of these Sum into 1.Monthly Report Cumulative 2.Yearly Cumulative

12 Net.Prophet Lead Source & Sales Tracking – Report

13 Net.Prophet Lead Source & Sales Tracking – Report

14 Net.Prophet 1.Establish the lead goals for Service/Maintenance (Dept/Techs) 2.Establish Lead Accountability (to Dept./Techs) 3.Tie Pay/Rewards Systems to KPI’s – as a measure 4.Create a technician standard (4K Model – Repairs x age of Equip) 5.Use Key Influencing Technicians to design standards (buy-in) 6.Align the reward System to provide incentives for KPI’s 7.Set-up tracking and measurement systems for leads 8.Train the technicians weekly – even daily – customer service, presenting options, using invoices, selling Service Agreements 9.Communicate with employees – feedback – reviews – company sessions – the lead sources, and the role of service based leads and why 10.Champion the initiative – nothing happens without desire + execution Lead Creation from Service – For Replacement Leads

15 1.Establish your goals – financial and operational (Leads from Service) 2.Assess where you are against the KPI’s in the business model 3.Determine if there is a gap – where is the gap 4.Establish the priorities – where are you going to apply focus/training 5.Set-up the standards – training can only be developed after standards 6.Work with your team on what training they want – knowing the strategy/goal is more service leads – ask them what they need? 7.Develop any operational processes align the process with goal (Example is service and maintenance forms – sales option materials) 8.Training to support technicians – customer friendly (Perfect Service) 9.Training for Admin (Answering phone and leads) 10.Have the training plan written and published 11.Create accountability – test, role play, random selection, have fun! 12.Make training accomplishments and KPI achievement part of Performance reviews for promotions, raises, awards, feedback. Company Training – Service generated leads Net.Prophet

16 Net.Prophet Site Resources to Support Implementation: 1.Lead tracking Spreadsheet and Article 2.Service Invoices and Maintenance Agreement forms 3.Article on Developing Leads from Service departments. 4.Article on Converting to PTU and Service Model from Marketing Model 5.Budget Template – to create lead budgets for each department 6.Article on the Perfect Service Call

17 Net.Prophet Results Expected if Implemented: 50-75% of company leads should come from Service Department 1.Gross Margin on Sales from Service Leads at 42-45% which are 5-10% greater than a standard marketing lead. 2.More Accurate Lead Source Tracking 3.More Knowledge of Lead Production Where/How/How Much by Lead medium. 4.An Accurate Lead Budget to meet sales, and where service accountability falls into this lead budget. 5.Overall Marketing Expense below 3% of company sales 6.Higher Closing ratio for company in sales (Lead Quality)

18 Net.Prophet Polling Question: Rate the quality and learning experience of this coaching conference on a scale of 1-100, 100 being the best, how would you rate the overall experience? Below 70

19 Net.Prophet This concludes our Coaching Conference today, THANK YOU for your participation, and we welcome any added comments via to us from the site. Pay for this time and Conference by using the information and implementing these concepts