2. The S.M.A.R.T. Solution S.M.A.R.T. Analysis (In Book Form)S.M.A.R.T. Analysis (In Book Form) Dealer Web Based ReportingDealer Web Based Reporting

3. Introducing the S.M.A.R.T. Solution The #1 Post-Warranty / Customer-Pay Retention and Retrieval Program in the automotive industry. S.M.A.R.T. Service Marketing and Research Technology

4. Retaining Current Customers Regaining inactive and Lost Customers Gaining and Retaining New Customers Increasing A.S.M. Closing Ratio (Upsell) Satisfying Sold Service Customers Creating the Maximum R.O.I. Retaining Current Customers Regaining inactive and Lost Customers Gaining and Retaining New Customers Increasing A.S.M. Closing Ratio (Upsell) Satisfying Sold Service Customers Creating the Maximum R.O.I. At ZTM, our goal is to assist dealers in…

5. Vehicles are staying on the road long after the warranty expires. OPPORTUNITY

6. Customer perception is that dealers are more expensive than “After Market Competitors” COMPETITION 32 Aftermarket service providers for each new car dealer WHY

7. New Car Retention in the Service Department Three years after a new car is sold, 80% - 90% of their new car customer base is gone.  After One year = 50% Gone  After Two years = 70% Gone  After Three years = 80% Gone Domestic dealers in 2004 retained 9.2% of their customer base three years after vehicle delivery. (Based on a sample of 200 new car retention studies.) Data from JM&A 2005

8. “SHOTGUN APPROACH” Traditional forms of mass media cannot target specific customers… “SHOTGUN APPROACH” (I.E. television, radio, newspaper)  Target Current Service Customers  Target Inactive and Lost Service Customers  Target Potential Service Customers Marketing to the Correct Customer “RIFLE and SCOPE APPROACH”

9. Combining purchase incentives with ZTM’s S.M.A.R.T.- Produced consumer database proves to be the most effective advertising strategy. 20% Discount offer is the threshold required to motivate customers

10. Analysis Includes ZTM written reports Format Subject to Change S.M.A.R.T. Service Marketing and Research Technology

11. Where should you focus your time and effort? The S.M.A.R.T. Solution provides focus on the 20% market that provides the dealer with 80% of the business. The S.M.A.R.T. Solution provides focus on the 20% market that provides the dealer with 80% of the business.

12. The S.M.A.R.T. Solution focuses on your most likely customer, in your proven market area. S.M.A.R.T. Service Marketing and Research Technology 80/20 Principle

13. The S.M.A.R.T. Analysis identifies the dealer’s Market area by using historical data in the Dealers Management System. Who Determines your market? S.M.A.R.T. Service Marketing and Research Technology

14. S.M.A.R.T. Analysis also provides necessary information to pick the right customer. Who are your customers What is a customer Where are your customers When are they a customer Why are they a customer Who are your customers What is a customer Where are your customers When are they a customer Why are they a customer DETAILS

15. Where in the DMS do we find the information? Customer records Sales records Service records Customer records Sales records Service records DETAILS

16. To process the S.M.A.R.T. Analysis, customer records are: Downloaded Cleaned Reformatted Standardized Addresses Verified Manually Reviewed for Data Integrity Downloaded Cleaned Reformatted Standardized Addresses Verified Manually Reviewed for Data Integrity DETAILS

17. The S.M.A.R.T. cleansing process identifies… Address errors Name errors Duplicates Blank vehicle information Models older than 1995 Not dealer’s make Activity outside 36 months Unrealistic drive time Organizations Address errors Name errors Duplicates Blank vehicle information Models older than 1995 Not dealer’s make Activity outside 36 months Unrealistic drive time Organizations DETAILS

18. Customers are separated into four categories Recent: Activity within the last 6 months. Inactive: Activity within 6 to 18 months. Lost: Activity within 18 to 36 months Potential: No History in Dealership Recent: Activity within the last 6 months. Inactive: Activity within 6 to 18 months. Lost: Activity within 18 to 36 months Potential: No History in Dealership DETAILS

19. Example of Data From DMS 62,454 100.0% Address Errors 8,227 13.2% Duplicate Records 9,968 16.0% Name Errors 278 0.4% No Vehicle Info. 4,146 6.6% Older than 1993 1,542 2.5% Organizations 5,804 9.3% Other Makes 5,426 8.7% Outside 36 Months 9,406 15.1% Outside 50 Miles 1,447 2.3% Total Fallout 46,244 74.0% DMS Customers 16,210 26.0% Example of Data From DMS 62,454 100.0% Address Errors 8,227 13.2% Duplicate Records 9,968 16.0% Name Errors 278 0.4% No Vehicle Info. 4,146 6.6% Older than 1993 1,542 2.5% Organizations 5,804 9.3% Other Makes 5,426 8.7% Outside 36 Months 9,406 15.1% Outside 50 Miles 1,447 2.3% Total Fallout 46,244 74.0% DMS Customers 16,210 26.0%

20. DMS Customer: Total 16,210 0-6 months: Recent5,418 6-18 months: Inactive5,075 18-36 months: Lost5,717 No History: Potential 12,167 DMS Customer: Total 16,210 0-6 months: Recent5,418 6-18 months: Inactive5,075 18-36 months: Lost5,717 No History: Potential 12,167

21. …Each customer is geo-coded and mapped

22. The “80/20 principle” is applied 80% of the customers from 20% of the zip codes

23. The dealers zip codes are prioritized from greatest to least effective

24. Post S.M.A.R.T. Analysis Actions Train Service Advisors and Cashiers on program Review Reports with Management Team Train Service Advisors and Cashiers on program Review Reports with Management Team Bar Code Scanner

25. Components of the

26. The Service Check Customer Retention & Retrieval Program Includes:

27. The Closing Percentage for ASM’s is higher with the than the Dealers Average Closing Percentage.

28. Service Checkbook Web-Based Reporting Logging in is EASY and SIMPLE!!! WWW.ZIPCODESMARTREPORTS.COM

29. Service Checkbook Web-Based Reporting  Provides 7 Service Reports  One Custom Built Report with 16 Options  Customer Intentions to Purchase New Car

30. Service Check Campaign Assessment

31. Service Advisor Report

32. View All Coupons

33. Customer Analysis Report

34. RO Custom Report

35. Scanning a Barcode  30-45 Seconds to enter information  Entry can be performed during Idle time  No Software required

36. Program Fees S.M.A.R.T. Analysis $ 7,995.00 Service Checks $ 3.01 Barcode Scanner $ 150.00 Service Checks Leather $ 3.69

37. ContactCompanyTitlePhone #Alternate # Steve OzzelloSoutheast Toyota DistributorsDirector of Parts and Service Marketing(954) 420-4762 Thad MixonVista BMW Pompano BeachService Director(954) 415-2088 David LintonATCONChairman of the Board (800) 692-2719(205) 492-6431 Ken LohrDimmitt Luxury AutomobilesFixed Operations Director (727) 639-1423 Jeff MurrellAllan Vigil FordFixed Operations Director(800) 222-3597 Paul StronzaCentral Florida ToyotaFixed Operations Director(407) 235-8136 Neil RoweyMetro Motor GroupFixed Operations Director(401) 529-2018 Tommy NorrisToyota of EasleyOwner(864) 855-2233 Ryan NorrisNorris FordOwner(864) 878-6364 Brian Finnegan National Trainer(954) 551-5005 Daniel PattersonVolvo of GreenvilleService Director(864) 288-5555 Tommy ParsonsJaguar and Porsche of GreenvilleService Director(864) 304-6569 David ZakaroffDanbury Chevrolet CadillacGeneral Manager(845) 222-8785 Laura LecherHub South Chrysler JeepService Director(414) 327-2400(414) 349-5498 Fred OliveraArmstrong Ford of HomesteadService Director(305) 247-5112 REFERENCES