Service Reminders Done Right - ProResponse.com

1 Service Reminders done Right with ProResponse! We make it easy to follow-up on all your warranty and customer pay! 9 Each evening we download from your In-House Reynolds & Reynolds or ADP system (UCS and other DMS data can also be extracted). All customer and information is then processed at our Operations Center in Phoenix, AZ. The very next morning you have a file waiting for you containing all of that day s Thank You for Servicing letters from the previous day s completed With the click of a button, you have the entire batch in your hand with preprinted envelopes, ready to be personally signed by the Service Advisor or Manager and mailed. 9 We provide the additional four-digits to the zip codes on your customers addresses for faster, one-day delivery.

2 9 Warranty customers are sent letters, on your letterhead, with your signature (an imprint of the factory survey on the letter if requested), thanking the customer for the opportunity to be of Service . 9 A letter is sent to paying customers, as well as warranty customers, thanking them for allowing the dealership to repair their vehicle. 9 We will follow-up your customers with a series of Service reminder letters, automatically triggered by our system starting 90 days after their last Service visit, ensuring they return at the proper intervals. 9 Should a customer fail to return for Service after the first reminder , our system automatically continues with the Service reminder series the following month.

3 In our design of follow-up systems for both sales and Service , one item is paramount in importance: The dealer and his personnel should not be involved in time consuming reporting and administration of the Service . Our Service follow-up & reminder programs are structured toward total simplicity at the dealership level. Our reports provide a comprehensive overview of all Service reminder activity for a one month time period, as well as history-to-date summaries. ProResponse is one element in total customer satisfaction. The feedback from the letters will assist you in isolating potential problems and create a continual dialog between your Service department and the customer. It will appear that the Service manager has taken the time to write the letter asking if the work performed meets the criteria the customer expected.

4 Customer brings vehicle into dealership for a Service visit.(Customer reminded that their next Service is due in 90 days)3 months + 1 week later*, customer receives the#1 Service reminder Postcard(Oil & Filter Change Price Level A)30 days later*, customer receives the#2 Service reminder Letter(Oil & Filter Change Price Level A)30 days later*, customer receives the#3 Service reminder Letter(Oil & Filter Change Price Level B)30 days later*, customer receives the#4 Service reminder Letter(Oil & Filter Change Price Level C)30 days later*, customer is reclassified asInactive and enters the Inactive/ProspectiveCustomer Service reminder Series.* If no Service event recorded since last contactProspective Customer ServiceReminder sent with45 day expiration.

5 (Oil & Filter Change Price Level B)3 months later*,Prospective Customer ServiceReminder sent with45 day expiration.(Oil & Filter Change Price Level B)3 months later*,Prospective Customer ServiceReminder sent with45 day expiration.(Oil & Filter Change Price Level B)Inactive & ProspectiveService CustomersCurrent Service Customers Progressive Motors of America 1234 Auto Park Blvd. Motor City, AZ 85201-4544 (800) 555-7890 John and Mary Devlin 6360 East Thomas Road Suite 100 Scottsdale, AZ 85251-7024 VIN - JT2JA81L6P0001234 Important Information December 8, 2003 Dear John and Mary: According to our records, your 2003 Chevrolet Impala was due for its 3 month/3,000 mile Service on December 1, 2003. As you know, having your vehicle serviced according to the manufacturer s guidelines ensures you will have the very best driving experience because it will keep your vehicle running at the peak performance level you have come to expect.

6 Thanks again for allowing the Progressive Motors of America s Team to Service your 2003 Chevrolet Impala. Please give me a call at (800) 555-7890 x 789 so I can help you schedule a Service visit that is convenient to your schedule. Present this reminder when you arrive and we will perform an Oil & Filter Change for just $ , which includes a 27-point vehicle inspection. Also, be sure to ask about our FREE Shuttle Service when you call! I look forward to hearing from you soon. Best regards, Joe Wheel Joe Wheel Service Advisor EXAMPLE #4-2 Service Maintenance reminder Series 3-Month Service Maintenance reminder Postcard (Sent 12-08-03 if the Next Service Date was 12-01-03 and no Service event was recorded)Progressive Motors of America1234 Auto Park City, AZ 85201-4544(800) 555-7890 Service Dept.

7 Hours:Monday Friday 7:00 am 6:00 pmSaturday 8:00 am 5:00 pmDON T FORGET TOBRING THIS CARD WITHYOU! FIRST CLASS PRESORT POSTAGE PAID PERMIT PHOENIX, AZ Progressive Motors of America 1234 Auto Park Boulevard Motor City, AZ 85201-4544 (800) 555-7890 January 1, 2004 John and Mary Devlin 6360 East Thomas Road Suite 100 Scottsdale, AZ 85251-7024 Dear John and Mary: I need to remind you that your 2003 Chevrolet Impala was due for its Oil & Filter change and safety inspection back on December 1, 2003. Please call me at (800) 555-7890 x 789 and make an appointment so we can Service your vehicle in a minimum amount of time. Present this reminder by January 31st and we will perform an Oil & Filter Change for just $ , which includes a 27-point, bumper-to-bumper vehicle inspection.

8 Also, take a look at the Service Department specials we are currently running here at Progressive Motors of America (See reverse side for details). Here are a few helpful hints to keep your 2003 Chevrolet Impala in top operating condition. Each time you stop for fuel, the following tasks should be performed: Check the engine oil level. Check the coolant level in the coolant recovery bottle. Check the windshield washer fluid. Check for low or under inflated tires. Your vehicle is designed to give you many miles of trouble-free enjoyment. In order to assure your vehicle gives you the maximum value when it comes time to sell or trade, be sure and keep current on all the scheduled maintenance recommended in your owner s manual.

9 Our entire Progressive Motors of America Service department is ready to answer any questions you have on keeping your vehicle in tip-top shape. Best regards, Joe Wheel Joe Wheel Service Advisor Also, be sure to ask about our FREE Shuttle Service when you call! Don t forget to bring these valuable coupons with you! Progressive Motors of America $ LUBE, OIL & FILTER CHANGE Just present this coupon upon arrival to receive a quality lube, oil and filter change for $ (plus tax), performed by our ASE certified technicians! Offer valid only at Progressive Motors of America. Recommended Service For: John and Mary Devlin For Your: 2003 Chevrolet Impala IMPORTANT! Your vehicle needs to be serviced every 3 months or every 3,000 miles, whichever comes first!

10 Call and make your appointment today! Service INCLUDES: 9 Up to 5 quarts of Quality oil* 9 Replacement of oil filter 9 FREE 27-point vehicle inspection Expires January 31, 2004 * Additional charge for synthetic oil. \ EXAMPLE #4-3 Service Maintenance reminder Series #2 Service reminder Letter (Sent 01-01-04 if the #1 Service reminder Postcard Date was 12-08-03 and no Service event was recorded) BE SAFE BRAKE INSPECTIONFREE BRAKE INSPECTION Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. COUPON EXPIRES JANUARY 31, 2004 SHOCKS & STRUTS COUPON 10% OFF Parts & Labor Only Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons.