141 N. Center Street Suite 201 Northville, MI

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1 Founded in 1977 as a counseling, coaching and consulting firm, PCS-Global has been serving and leading its customers into increased sales & customer retention; greater employee satisfaction and process improvement for nearly 37 years. PCS-Global has helped drive effective results across an expanse of industries and touched the lives of over 250,000 individuals, while currently specializing in managing change, in Automotive, RV & Marine within the transportation industry. 141 N. Center Street Suite 201 Northville, MI info@pcs-global.com

2 Our Core Offerings Who Why Coaching Training Call Transcription What When Call Recording & Tracking

3 Key Facts to Keep in Mind Nearly 90% of automotive customers start their research on the Internet Customers typically filter from ~7 potential locations down to 2 key dealerships within 10 days of purchasing a vehicle Around 85% use the telephone to select the specific dealership from whom they ultimately purchase In 2013, dealerships on average spent $616 in advertising per car sold and delivered (a substantial portion to get their phones to ring) Ultimately, individuals are calling to decide whether to become or remain a customer

4 The Challenge of The Phone There are five behavioral cues in communication: 1. Words 2. Tones 3. Gestures 4. Postures 5. Facial Expressions The adage is true most communication is non-verbal When using the phone, you lose 100% of the non-verbal cues and 60% of all behavioral cues (i.e. gestures, postures, & facial expressions) So how do you gain a business advantage?

5 Our Integrated Products Who Why Coaching Training Call Transcription What Call Recording & Tracking When

6 Call Recording & Tracking Overview: CallCapture is our easy-to-use online call reporting tool that tracks and records your inbound calls for analysis and evaluation. It s the tool you need for tracking quality assurance and to identify opportunities for improvement. CallCapture provides your dealership with toll free and local numbers to place in various advertising sources to assess advertising-reach and track ad-effectiveness. Clients have a personalized dashboard with secure login and password to access any time, 24 hours a day, to view the status of recorded phone calls. Calls placed to each number are tracked, including date and time, as well as information on who placed the call.

7 Call Recording & Tracking CallCapture aggregates recorded calls into an easy-to-navigate web-based user interface with ability to view ad source, take notes, play the original call, see caller ID information, and review each call handler s information

8 Overview: Calldrip Web-Generated Leads Most companies throw away money and business by failing to respond to leads in a timely manner. By implementing new tools and processes, you can increase your chances of speaking with potential customers by as much as 900% (MIT research study). Calldrip triggers automatic phone calls between your sales team and your prospect while they re still on your website. The quicker this connection is made, the more likely you are to close the sale. While s or CRM notifications are nice, there s no better and faster way to get in touch than by phone.

9 Calldrip Interface By implementing the Calldrip technology, dealerships are able to convert web-leads into phone conversations with potential customers in under 1 minute (every time) making the speed of response unbeatable when it comes to your competition. The Calldrip web-generated leads product also seamlessly integrates with the PCS-Global suite of products (e.g. CallCapture, TelePulse, and CallCoach), providing a comprehensive set of process and technology offerings spanning call tracking/recording, web-generated lead follow ups, drill-down reporting and targeted coaching and training.

10 Take A Test Drive! Cure for the common cold... call Experience how it works! Click the Calldrip Icon Above: 1. Enter Name & Number 2. Click Request Information

11 Overview: Call Transcription TelePulse monitors interactions between staff and customers to pinpoint business improvement in key areas such as customer relations, customer recovery, sales, service, and marketing. Key personnel will regularly know the content of their departments calls. TelePulse also provides owners and managers current information for Sales and Service Department meetings, appointment confirmation and marketing efforts. Included with TelePulse is the original Save-A-Deal. If a call is mishandled, TelePulse agents will send an alert called a Save-A-Deal notification. This allows the management team to follow up immediately with a customer often resulting in a customer recovery or an opportunity to save a deal. TelePulse subscribers have a personalized dashboard with a secure log in and password that allows them to check on the status of their recorded phone calls anytime they choose. Clients have the same information available in CallCapture, yet with the addition of the call summaries, classification by handlers, departments, and appointment information.

12 Transcription Reporting The TelePulse system provides a dashboard summary, drill-down graphical reporting, the ability to listen to individually recorded calls as well as review call summaries (i.e. transcription notes).

13 Save-A-Deal ALERTS Automated Save-A-Deal alerts are configured to provide notification of applause alerts as well as to call attention to when a call was not handled appropriately and therefore requires immediate escalation and attention.

14 Training Overview: TalkPro intensive workshops provide comprehensive modules focusing on telephone skills for phone handlers and best-in-class Internet processes to maximize the value of dealership leads management. Emphasis is on setting appointments to increase in-store opportunities from inbound calls, various out-bound calls and Internet leads. Answers to real-world questions, avoiding and handling objection, as well as offering practical exercises to reinforce the lessons - complete this valuable experience. Individual & store results are interwoven within these workshops, along with participants actual calls. TalkPro Modules: Module-One: Focuses on In-Bound Sales and/or Service calls Module-Two: Teaches how to reduce/eliminate Objections while role-playing techniques to overcome them Module-Three: Demonstrates the 10-Step process for making successful Out-Bound calls Module-Four: Teaches needed skills for Internet Phone Calls, in conjunction with award-winning templates & contact schedules Module-Five: Encompasses Personality or Behavioral Style assessment, team building & customer handling

15 Coaching Overview: CallCoach is our dynamic performance management solution that helps you maximize your team s response to every incoming phone call and convert those prospects into dealership visitors. We help your staff build the know-how and confidence to navigate every call, obtain important prospect information, and set the appointment. We ll even teach you how to handle the difficult ones, to end up with happy, satisfied customers and successful employees. Our coaches understand what it takes to make a great appointment setter. Their evaluation reinforces what your call handlers are doing well, and identifies what they need to do differently. Your dashboard displays assessments of your team s performance and provides direction for focused, individualized training. CallCoach Coaches will help ensure that: Inbound calls are answered professionally Prospects are properly qualified and invited to the dealership Call handlers responses to every phone call is maximized Converts phone prospects into showroom visitors more likely to buy Virtually teaches call handlers the time-tested, research-driven 7 + skills Individually reinforces what to say and how to say it on their actual customer calls Emphasizes what each call hander did well and what they need to do differently next time Builds confidence to navigate every call, obtain important prospect information and set appointments that show A preferred phone script or Roadmap is followed, measured, tracked and trended. CallCoach integrates with CallCapture, our cost effective call recording product as well as with TelePulse, our call transcription product to provide you a fully integrated program that helps your staff do their best.

16 CallCoach Interface The CallCoach system provides exceptionally detailed call information including drill-down dashboard reporting, coaches notes (verbal & written), and an individual score card for each coached call. The system also allows for scheduling live coaching sessions with Call Coaches. Use this link to schedule live coaching sessions.

17 CallCoach Interface The following slide shows an example of a CallCoach Dashboard summary screen for easy review of call handler performance, call quality metrics, performance trend reporting and appointment-set ratios.

18 CallCoach Interface From the CallCoach Dashboard screen, you can access the Call Summary details list view, read call summary information, see the overall call score, listen to the original or Coached call and schedule a Live Coaching Session.

19 CallCoach Interface To view the most detail, each Coached call has an individual call scorecard which includes all of the details regarding the call as well as the Coaches personalized call summary notes. To listen to an example of a coached call, select the Click Here button below. Click Here to Play Coached Call Example

20 Product Pricing Overview The following table outlines the high-level pricing model across the PCS-Global service and technology product offerings. $100 per Month (Base Price) Additional Fees: $10 per month (each recorded line) $0.10 per min (each recorded line) $299 per Month (Base Price) Additional Fees: $100 per lead source integration $2-$3 per recorded line $1.49 per call: ALERTS Only (or) $1.99 per call: Transcription + ALERTS Note: Additional per-call fees may apply depending on call recording provider $199 per call handler / month $250 Snapshot benchmark Alternative Coaching Option: $35 per call coached Rates Vary by Trainer/Module Contact info@pcs-global.com for quote

21 Please Contact Us For Additional Information! N. Center Street Suite 201 Northville, MI