What are the fundamental criteria's/process for dealer development activity when expanding the dealer network? Open new dealers Business potential; The selection of a new dealer is made based on a location where Honda is not present; Location and road network; Social and economic information; Finantial data from the investor; Investor credibility; Capacity to follow Honda standards; Capacity to achieve Honda objectives. Close actual dealers Dealers that do not have a good sales performance INCREASE SALES

Honda Portugal HondaMarket AvgHondaMarket AvgHondaMarket Avg Overall satisfaction with authorised workshop51%37%42%35%41%35% Overall satisfaction with ownership59%44%36%41%47%41% Intended loyalty to make31%29%19%30%31%28% Recommendation for friends and family46%38%28%37%39%37% Loyalty to dealer38%31%27%32% Loyalty to workshop73%50%45%52%54%52% TNS EUROTESTE – AUTOMOTIVE 2008 How to increase customers satisfaction?

Define target: –To whom are we talking; –Is he receiving the right brand image; –What does he expect from the brand. How to increase customers satisfaction?

For dealers and workshop: –Service convenience; –Dealer location; –Interpersonal skills; –Time; –Quality; –Clear prices. –Mistery client; –Call center; –CRM (using Honda and dealer database); –Dealer staff training (product and interpersonal); –Dealer incentives; –Customer support.

For Honda Portugal –Staff training Key characteristics of each model Sales tips –Internal communication of all campaigns How to increase customers satisfaction?