1. Car/Auto Repairing and Service -What does an auto repair shop sell? _____________________________________________________________________ -Who do they sell to (target groups)? _____________________________________________________________________ -What factors would they care about when deciding which car repair shop to choose? _____________________________________________________________________ Call Opening Questions: Are appointments required? Do you work on all makes and models? Do you offer free computerized diagnostic work? For minor repairs, do you offer same day service in most cases? Do you include all costs in writing up front before you start the job? Is all of your work guaranteed? Do you employee factory-trained and/or certified technicians? Are they professional and courteous? Do you offer long-term warranties on all of the parts/materials you use? Is the customer allowed to deal directly with the owner? Is towing available (and free if the work is done at your location)? Do you offer pick-up and drop-off service? Do you offer fleet service? Do your potential clients care about some of these points-if so, could we discuss in more detail? Confidential Property of Mike Centorani/Matchcraft, Inc. 2009 Notes: _________________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ _______________________ Confidential Property of Mike Centorani/Matchcraft, Inc. 2009

2. Car/Auto Repairing and Service Needs Analysis Questions: What are your most profitable/desirable types of jobs? (possible headline) _________________________________________________________________________________ What % of your jobs do these represent? What % would you like it to be? _____________________________________ _______________________________________ What other types of jobs do you handle? Would you like more of any of these type of jobs? (headings) _________________________________________________________________________________________________ How many technicians/bays do you have? How many jobs are you doing in a week (avg)? _____________________________________ _______________________________________ How many more jobs (on average) could you handle in a week? (capacity) __________________________________________________________________________________ I know there is probably a pretty wide range, but what is the average worth for one job? (ROI) __________________________________________________________________________________ WHY is your auto shop the best choice for someone? (subheadline) __________________________________________________________________________________ Have your technicians gone through any type of training? Are they professional and courteous? __________________________________________________________________________________ How far would you someone be willing to travel to use your shop? (other directories/reach) __________________________________________________________________________________ What other ways do you try to promote your auto repair shop now? (continuity of ad messages) __________________________________________________________________________________ What is the main theme of your other advertising? Do you have any copies of ads I could look at? ____________________________________________ _____________________________________ Note: Continue to ask additional follow-up questions as well as confidence and convenience factor questions