1) The document discusses strategies for effectively managing and responding to internet leads to increase vehicle sales. It emphasizes that both the content and timing of responses to leads are critical. 2) Data shows that directly contacting customers by phone and email within 24 hours of receiving a lead, providing multiple price quotes, and following up more than once significantly increases the chance of making a sale. 3) The dealer recommends an automated reply to validate customer contact information, followed by a personalized email with price quotes within 20 minutes and a phone call within 15 minutes to schedule a test drive.

1. ATTRACT INTERACT RESPOND SELL SERVICE RETAIN Courtesy Chevrolet Internet Sales Team 03/16/06 Weekly Strategy & Tactics Meeting

2. www.PHXChevrolet.com

3. www.Courtesy-Chevrolet-Phoenix.com

4. www.PHXChevrolet.com

5. www.PHXChevrolet.com

11. A: Increasing Closing Ratios is not “Just About” Response Times… Q: Why the variations?

12. *Survey Participants who Purchased a Vehicle were identified via RDR data cross reference and matching with Internet Lead Data Recent Marketing research (Q1, 2005) confirms the Lead Management Practices collected during “Best In Class” Dealer Benchmark studies. How to sell more vehicles to customers that submit Internet leads… Without relying on opinions or seat of the pants management! #4 #3 #2 #1 Top 4 Ways to Close More Sales to Leads Received 11 27% 17% Make Direct Phone Contact with Customer (after sending Email w/availability & prices) 9 27% 20% Send Price Quotes by Email to Customer 5 25% 21% Contact Customer more than once by Email and Telephone (within First 24 Hours) 3 24% 21% Make sure Customers are either Completely or Very Satisfied with the Lead Response Statistical Correlation Factor of Response attribute with Vehicle Purchase % of Purchase* among the Leads who DID Experience the attribute Purchase Respondents* who DID NOT experience the attribute Dealer Response Attributes Experienced by Customers within 24 hours of Submitting an Inquiry (Lead)

16. Sold Leads – First Response Examples

17. Sold Leads – First Response Examples

18. Sold Leads – First Response Examples

19. Actual Leads – First Response Examples Pay attention to details in outbound emails before hitting the “Send” button!!! Pay attention to details in outbound emails before hitting the “Send” button!!!

20. New Autoresponse validates customer contact info and seeks corrections

21. New Autoresponse invites customer to visit CourtesyChev.com by providing direct links to specific sections of value

26. 3 Phone Numbers! (Work/Home/Cell) How important are Phone #’s???

31. Vehicle Shopper Behavioral Profiles ¹ 1 Profile Index of 100 equates to the industry average Internet Users (IU) Non-Internet Shoppers (NIS) Non-Internet Users (NIU) Time Investors 137 37 50 Product Experts 113 76 85 Price Sensitive 112 73 91 Dealerphobes 112 89 74 Empowered Negotiators 100 96 103

32. Managing Your Assigned Leads; New Leads / Not Yet Responded

33. Managing Your Assigned Leads; Emails Received / Not Yet Responded

34. Managing Your Assigned Leads; Scheduled Telephone Appointments / Completed

35. Proactive Sales Lead Management Responsibility Dormant Leads