The document outlines sales goals and opportunities for various automotive maintenance services, including: 1) Establishing a goal of selling 1 service per store per day of each fluid flush/replacement service and other maintenance services. 2) Highlighting the revenue potential of achieving these goals across individual stores and a region based on average prices. 3) Providing tips on inspecting vehicles and demonstrating issues to customers to help sell recommended fluid flushes and other services.

2. Today’s Objectives…. Establish a sales goal. How does the Car Care Council data support and re-enforce your potential sales opportunities? Selling technique breakdown by individual service offering. What is your store, Area and Region’s yearly revenue potential? Inspection concept for fluid analysis.

3. Unbelievable Opportunities!!!!

8. WHAT IS MEASURED IS ACHIEVED 1 PER STORE PER DAY OF EACH FLUSH 1 COOLANT 1 TRANS 1 FUEL 1 BRAKE 1 POWER STEERING 1 DIFFERENTIAL (WHERE APPLICABLE) 1 HEADLIGHT RESTORATION SERVICE (HRS) 50% STEP UP FOR ALL OIL CHANGES 30% Good 10% Better 10% Best LET’S RECOGNIZE THAT 1 PSPD IS WELL BELOW THE CAR CARE AVERAGE INPSECTION PERCENTAGE OF FAILURE/ FLUSH. IN ADDITION, WHAT OTHER SEGMENT OF YOUR BUSINESS HAS THIS MUCH MARGIN/ CTC POTENTIAL? (WITH THE EXCEPTION OF ALIGNMENTS AND ROAD HAZARD) ARE THE GOALS TOO HIGH BASED ON AVERAGE CAR COUNT?

9. First and Foremost Don’t Prejudge the Customer

11. Address the concern Oil change coupons continue to flood the marketplace Why? To drive traffic and promote add-on sales once they are in the bay Opportunity Everwear Premium Oil changes Pennzoil HM and Full Synthetic Oil

12. Price Points Coupon to “ Good” $21 How do we capitalize, when The customer only wants coupon Rate??

13. Determine the coupon “value” Simple math here: Your coupon applies to our three oil change offerings!!!

14. Fuel System Cleaning (FSTU)

15. Why is this service needed? Carbon gradually forms on tips of injectors (.001 inch) This is from low grade fuels, fuel fractionation, PCV and EGR vapors Performance, emissions and fuel economy suffer Cost of replacing injectors (parts and labor) Price vs. Cost Clean Dirty

16. Why is this service needed? Carbon gradually deposits on the back of the intake valves Comes from fuel, PCV and EGR Soaks up fuel, reduces air flow Performance, emissions and economy suffer Thermally stable volatiles Clean Dirty

17. Why is this service needed Carbon forms in the throttle body and on the throttle plate Comes from PCV and EGR Causes rough idle, hesitation and hard starting AITC

19. How do I sell this service Start with a complete inspection Use the AMRA news release letter Show and tell – swipe the throttle plate with a Q-tip Ask open ended questions – When was the last time you had your fuel system serviced? Relate it to cleaning a barbeque grill, having a cold or allergies that restrict breathing etc. Fuel economy, performance, emissions restoration

20. Cooling System Service (CSFN)

21. Cooling system service The cooling system is probably the most neglected system in a vehicle. Engine coolant deteriorates over a period of time, losing its ability to protect cooling system components against rust, corrosion, and scale deposits. The resulting scale deposits can seriously impair the effectiveness of the cooling system. Unfortunately, some drivers neglect this service. Cooling system failure is the number #3 (# 1 is running out of gas #2 flat tire) cause of mechanical breakdown on the highway. Coolant protects the two most costly components in the vehicle: the engine and transmission

22. COOLANT Remember that “DEXCOOL” is recommended to be changed after five years or 100,000 miles whichever comes first Also remember you coolant needs to be mixed with water

23. How do I sell this service Start with a thorough inspection Use coolant test strips Use database for OE recommendation Buzz words – When coolant ages it turns into an acid and rots the system from the inside out We recommend changing it for PM to prevent this damage before it begins to occur

24. Transmission Service (ATFC)

25. Take a moment!

27. TRANSMISSION Pre-checks Check level ,color and smell If discolored or has a burnt smell suggest maintenance. However if it is severely burnt or is thick with particulate do not service! Check pan for leakage Remember Transmission services are maintenance repairs only and will not fix a problem i.e.. Slipping ,shuddering or noise complaints. Ask the customer when the last time is they serviced their transmission fluid.

29. How do I sell this service Start with a thorough inspection Look up the manufacturers mileage recommendation. Remember, most vehicles fall into the severe service interval Before performing the service road test: Check for slippage, shudder, shift quality. Check fluid for leaks and severe contamination Make sure you have the correct fluid before proceeding

30. Brake Fluid Testing (BAF) Traditional testing method was moisture content and/or visual examination These methods proved to be inaccurate and inconsistent AMRA April 20, 2004 Recommends the use of a test strip that measures copper content for testing during brake system checks

31. Conference Call Re-Cap John Petty Conference call with QMI associates Product was in development for over six years Original testing measured moisture (equipment was used to boil the brake fluid and evaluate) Price concerns from customers: only two labs in the world have the technology to produce the strips they are located in Germany Strips measurement readings (according to the company owner and creator) are guaranteed for up to three years time It has been recognized that the longer the strip is left the more accurate the reading Ford, Chrysler and GM have publicly stated that they will not make any efforts to recognize interval or specifics in their owners manual (Adversely they have endorsed this process as valid in their minds) Customer asked “Why did the strips show copper three months after a flush?” John’s answer was that the system was not thoroughly flushed and the chamber inside the quick take up master cylinder. He also stated the “vacuum equipment” “is the worst equipment you can use for a brake flush.” He feels a pressured system is a more complete service. The test strip results and the indicator area are only impacted by copper ions. Moisture only accelerates the indicator tab. Moisture has no relevance on the results. Currently copper is the only valid industry wide standard for brake fluid failure

33. How do I sell this service Starts with either an inspection or any kind of a brake inspection AMRA letter/Dip Strips Increased longevity of hydraulic brake components Safer/boiling point Easily paired with Brake jobs or as stand alone service

34. Power Steering Flush (PSFF) One fluid one application!!!

35. POWER STEERING Like transmission fluid check level , color and smell Watch for silver or black particles in fluid indicating steering rack and/or seal wear Suggest a flush every 24 months or 30K miles Noise from the vehicle while turning may indicate a sales opportunity Driving a Ford

36. How do I sell this service Suggested service based on technician experience Fluid contamination (white paper test) OE mileage recommendation Research suggests contamination reaches high levels 25 to 30K Anytime a hydraulic component is replaced to maintain part warranty May often will quiet a noisy steering pump

37. Let’s Recap First and foremost don’t prejudge the customer Ask every customer “which oil change would they like?”…point to the mat and wait Use coolant test strips and brake test strips on every car Swab the throttle body and show and tell (AITC) Turkey bestir for power steering, manufacturer’s scheduled timing (or a Ford) Print the Preventative Maintenance guideline in your Win cat/ Wrench head (plant the seed for the next visit) Recommend based on mileage Dabb Plates (the visual sales aid) Create a firing range (also helps monitor inventory shortages) Educate the Counter Associates Utilize the DVD and the tech line 800-255-8138

38. ANNUAL POTENTIAL

39. Yearly Revenue Potential @ 1 PSPD with 5 stores $651,000 This number DOES NOT have oil changes!!

40. Yearly Revenue Potential @ 10/$15avr PSPD with 5 stores $228,750 Upgraded Oil Change!!

41. Yearly Revenue Potential with 5 stores $892,125 !!Combined!!

42. $75 Inspection Communication High High Low Low Target Business Needs $350 $500 $200 $150 Service Invoice Averages

43. **Biggest Opportunity** Strip usage on every vehicle!!! Our business is about the finding and THEN about the selling!!!

44. Thank you GREAT SELLING TEAMS

45. Yearly Revenue Potential @ 5 PSPD with 5 stores WIPER BLADES $16.99 X2 = $259,097 BATTERY SERVICE $9.99 = $76,174 LIGHT BULB $14.99 = $114,298 $449,569 ADD ON SERVICES !! Food For Thought !!