1. Life of the Lead Matt Raymond Full Name I Company I Job Title I Email Matt Raymond I Haltermans Automotive Group I Digital Marketing Director I matt_Raymond@haltermans.com

2. I will talk about proven strategies and results that have helped us attract, satisfy and retain our customers with profitability.

3. What you need to know to start? Purpose: Purpose creates vision and passion Principles: Time honored guidelines immune to change Strategy: A Holistic strategy that identifies current and desired state with a step-by-step action plan that closes the gap. People: Improve People, Improve Results Process: Customer friendly processes that result in sales, profitability, CSI and loyalty Technology: Technology can be used to automate processes and make people more effective and efficient.

4. As we go forward today I will explain the principles and how from the time of take off to the time of landing we implement an air traffic control process.

5. Lead= A name, number or email of an individual who may or may not be interested in purchasing a vehicle. Prospect= An individual who has agreed to an appointment or walk-in. Applicant= A person who has agreed to purchase a specific vehicle at a specific term. Buyer (Deal)= This is when the consumer goes into contract.

6. Lead What is a lead? Phone call Chat Text Email Walk-in Service customer (similar to a walk in) Someone who is interested in gathering information they may or may not purchase a vehicle. This could also go for the same as a person who is looking for service.

7. Prospect What is a prospect? It a consumer that is in the market to do business. They have agreed to an appointment on a schedule date and time. They could have also just walked into the dealership. The prospect that is at the online (airport) is looking for several things Do they have what I want or think I want? What is the price, how much will it cost? Why should I chose this dealership over the others?

8. Setting the stage What have we done to prepare? 1.Manager confirmation call 1.Ask questions to find out their wants and needs. 2.Confirm they are real. 3.OZ the man they never see, they are speaking to 2.Vehicle presentation 1.Find the car, look it over get it ready to show 2.Throw a hang tag in the window with their name 3.Sales person 1.Grab them a cup of coffee 2.Blow up balloons for kids. 3.Walk around the vehicle

9. Arrival Full Name I Company I Job Title I Email They have pulled on the lot. What is your plan now? 1.Greet them with a smile. 2.Point to the vehicle you pulled up. 3.Complete the car report 1.Ask questions listen for answer then repeat it back 2.Walk their trade 3.Have their trade appraised while you are on a demo 4.Ask the to rate the vehicle 5.Get numbers from the desk

10. Applicant Similar to an airport they are off the plane and at their bags. They have made a commitment to the price. They are providing you with information such as a credit app. The question we have to ask is how are we preparing for their arrival?

11. Buyer You have a signed contract from the customer. What are you doing next? -Thank you card mailed -Thank you phone call -Asking for referrals -Asking for reviews on websites -Future follow up

12. Thank you for attending. I hope you found something you could apply at your store to help enhance your customers experience. Matt Raymond | Haltermans Automotive Group | matt_Raymond@haltermans.com

13. Share an important takeaway you received from this session using hashtag #DD20 for a chance to win an iPad Contact Info Full Name: Matt Raymond Company: Haltermans Automotive Group Job Title: Your Digital Marketing Director Email: matt_raymond@haltermans.com