Service Reminders Done Right with ProResponse!

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2 Service Reminders Done Right with Pro! We make it easy to follow-up on all your warranty and customer pay! 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 R.O. 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. We provide the additional four-digits to the zip codes on your customers addresses for faster, one-day delivery. 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. A letter is sent to paying customers, as well as warranty customers, thanking them for allowing the dealership to repair their vehicle. 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. Should a customer fail to return for service after the first reminder, our system automatically continues with the service reminder series the following month. 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. Pro 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.

3 Current Service Customers 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) Inactive & Prospective Service Customers Prospective Customer Service Reminder sent with 45 day expiration. (Oil & Filter Change Price Level B) 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) 3 months later*, Prospective Customer Service Reminder sent with 45 day expiration. (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 as Inactive and enters the Inactive/Prospective Customer Service Reminder Series. 3 months later*, Prospective Customer Service Reminder sent with 45 day expiration. (Oil & Filter Change Price Level B) * If no service event recorded since last contact

4 VIN - JT2JA81L6P Important Information December 8, 2003 Progressive Motors of America 1234 Auto Park Blvd. Motor City, AZ (800) Service Dept. Hours: Monday Friday 7:00 am 6:00 pm Saturday 8:00 am 5:00 pm Progressive Motors of America 1234 Auto Park Blvd. Motor City, AZ (800) FIRST CLASS PRESORT U.S. POSTAGE PAID PERMIT No.123 PHOENIX, AZ 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, John and Mary Devlin 6360 East Thomas Road Suite 100 Scottsdale, AZ 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. Thanks again for allowing the Progressive Motors of America s Team to service your 2003 Chevrolet Impala. Please give me a call at (800) 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 $19.95, 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 jwheel@progressivemotors.com DON T FORGET TO BRING THIS CARD WITH YOU! EXAMPLE #4-2 Service Maintenance Reminder Series 3-Month Service Maintenance Reminder Postcard ( if the Next Service Date was and no service event was recorded)

5 \ Progressive Motors of America January 1, Auto Park Boulevard Motor City, AZ (800) John and Mary Devlin 6360 East Thomas Road Suite 100 Scottsdale, AZ 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, Please call me at (800) 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 $19.95, which includes a 27-point, bumper-to-bumper vehicle inspection. 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. 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 jwheel@progressivemotors.com EXAMPLE #4-3 Service Maintenance Reminder Series #2 Service Reminder Letter ( if the #1 Service Reminder Postcard Date was and no service event was recorded) P.S. Also, be sure to ask about our FREE Shuttle Service when you call! P.P.S Don t forget to bring these valuable coupons with you! Progressive Motors of America $19.95 LUBE, OIL & FILTER CHANGE Just present this coupon upon arrival to receive a quality lube, oil and filter change for $17.99 (plus tax), performed by our ASE certified technicians! Offer valid only at Progressive Motors of America. Recommended Service For: For Your: John and Mary Devlin 2003 Chevrolet Impala IMPORTANT! Your vehicle needs to be serviced every 3 months or every 3,000 miles, whichever comes first! Call and make your appointment today! Expires January 31, 2004 SERVICE INCLUDES: Up to 5 quarts of Quality oil* Replacement of oil filter FREE 27-point vehicle inspection * Additional charge for synthetic oil.

6 BE SAFE BRAKE INSPECTION FREE BRAKE INSPECTION Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. SPRING MAINTENANCE COUPON ONLY $39.99 Service includes: oil & filter INCL. FREE CAR WASH! change, 6 quarts of quality oil, and 27-point check to include brakes, tires, belts, hoses, battery, transmission. Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. COOLING SYSTEM COUPON $49.99 $89.99 Drain & Refill On Flush Includes: drain & refill, pressure check cooling system, inspect serpentine drive belt. Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. TIRE ROTATION & BALANCE $9.99 $29.99 TIRE ROTATION TIRE ROTATION & BALANCE Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. SHOCKS & STRUTS COUPON 10% OFF Parts & Labor Only Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. WHEEL & TIRE SPECIAL Wheel Alignment & Tire Inspection ONLY $44.99 Service includes: check and adjust camber and toe and check tread depth and condition of all four tires. (Above price for two wheels.) Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. EFI SERVICE COUPON FUEL INJECTOR SERVICE $89.99 Improve your power & performance! Service includes flush fuel injectors & adjust idle. Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. AUTOMATIC TRANSMISSION FLUID FLUSH $49.99 $ Drain & Refill Only Flush Includes: change transmission/transaxle fluid, inspect & lubricate linkage & controls (where applicable), 100% fluid exchange and road test. Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. Progressive Motors of America 1234 Auto Park Boulevard Motor City, AZ (800) SERVICE HOURS Monday Friday 8:00 AM to 5:00 PM Saturday 7:00 AM to 6:00 PM Sunday Closed CALL FOR A SERVICE APPOINTMENT TODAY! Shuttle Service and Rental Cars (with advance reservations) are available! FREE Car Wash with every service appointment!

7 \ Progressive Motors of America April 1, Auto Park Boulevard Motor City, AZ (800) John and Mary Devlin 6360 East Thomas Road Suite 100 Scottsdale, AZ Dear John and Mary: According to our records, you have not been in to visit our service department within the last several months. We would like the opportunity to earn your business and hereby invite you to bring your 2003 Chevrolet Impala in for an Oil & Filter Change, along with the included 27-point safety inspection, all for just $9.95. It does not matter where you purchased your vehicle or had it serviced in the past. Our factory trained and certified technicians have the most state-of-the-art tools and facilities and will tend to all of your vehicle s needs. Please call me today, or at your soonest opportunity at (800) x 789 to arrange a convenient appointment that fits your schedule. In addition to your Special $9.95 Oil & Filter Change, you may also want to take advantage of the specials we are currently running in our Service Department here at Progressive Motors. Please see the reverse side of this letter for a sampling of just some of the services we can provide. Did you know Chevrolet recommends you change your oil and oil filter every 3 months or 3,000 miles, whichever comes first. Even if you only travel 200 miles per month, this is the factory recommended interval do you know why? REASON: It is not just the oil breaking down that requires frequent changes, but the oil becoming contaminated with moisture, carbon particles and raw fuel. If a vehicle is only driven for a few miles per outing, it may never reach its normal operating temperature. When an engine is started cold the piston rings may not seat as well as they do when the engine is at operating temperature, thus small amounts of raw fuel may pass through the rings into the crankcase. Your Chevrolet is designed to give you many years and many miles of trouble-free enjoyment. Provided the vehicle is maintained in accordance with the manufacturer s guidelines, you should not have any problems. But if you do, we re here to help! Best regards! Alan Wrench Alan Wrench Service Manager awrench@progressivemotors.com EXAMPLE #4-6 Service Maintenance Reminder Series #5 Service Reminder Letter for Prospective & Inactive Current Service Customers ( once every 6 months) P.S. Also, be sure to ask about our FREE Shuttle Service when you call! Progressive Motors of America SPECIAL $9.95 LUBE, OIL & FILTER CHANGE Just present this coupon upon arrival to receive a quality lube, oil and filter change for $17.99 (plus tax), performed by our ASE certified technicians! Offer valid only at Progressive Motors of America. Recommended Service For: For Your: John and Mary Devlin 2003 Chevrolet Impala IMPORTANT! Your vehicle needs to be serviced every 3 months or every 3,000 miles, whichever comes first! Call and make your appointment today! Expires May 15, 2004 SERVICE INCLUDES: Up to 5 quarts of Quality oil* Replacement of oil filter FREE 27-point vehicle inspection * Additional charge for synthetic oil.

8 BE SAFE BRAKE INSPECTION FREE BRAKE INSPECTION Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. SPRING MAINTENANCE COUPON ONLY $39.99 Service includes: oil & filter INCL. FREE CAR WASH! change, 6 quarts of quality oil, and 27-point check to include brakes, tires, belts, hoses, battery, transmission. Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. COOLING SYSTEM COUPON $49.99 $89.99 Drain & Refill Only Flush Includes: drain & refill, pressure check cooling system, inspect serpentine drive belt. Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. TIRE ROTATION & BALANCE $9.99 $29.99 TIRE ROTATION TIRE ROTATION & BALANCE Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. SHOCKS & STRUTS COUPON 10% OFF Parts & Labor Only Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. WHEEL & TIRE SPECIAL Wheel Alignment & Tire Inspection ONLY $44.99 Service includes: check and adjust camber and toe and check tread depth and condition of all four tires. (Above price for two wheels.) Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. EFI SERVICE COUPON FUEL INJECTOR SERVICE $89.99 Improve your power & performance! Service includes flush fuel injectors & adjust idle. Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. AUTOMATIC TRANSMISSION FLUID FLUSH $49.99 $ Drain & Refill Only Flush Includes: change transmission/transaxle fluid, inspect & lubricate linkage & controls (where applicable), 100% fluid exchange and road test. Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America. Progressive Motors of America 1234 Auto Park Boulevard Motor City, AZ (800) SERVICE HOURS Monday Friday 8:00 AM to 5:00 PM Saturday 7:00 AM to 6:00 PM Sunday Closed CALL FOR A SERVICE APPOINTMENT TODAY! Shuttle Service and Rental Cars (with advance reservations) are available! FREE Car Wash with every service appointment!

9 SERVICE MANAGEMENT REPORTS To provide statistical data and measurements to assist managers. It is a given fact that you can t manage what you can t measure. Each of the Service Management Reports that are available through Pro is designed to provide critical information to management. This information will provide invaluable management tools with which you can better evaluate staff, work flow and customer maintenance and servicing patterns. Pro measures so that you can manage! Types of Service Management Reports 1. Monthly Service Reminder Summary Sorted by the type of service reminders sent in a given month, this report is broken down by specific customer classification and provides a complete accounting of letters mailed and resulting generated. It also includes an accurate calculation to illustrate Advertising Cost per Repair Order. 2. Summary by ZIP Code / Distance From Dealership All of the service reminders sent during the month are broken down by postal ZIP Code and sorted by distance from dealership. This tool will allow factual-based results to allow the management enough information to customize the program to best suit their particular circumstances and the results of their location s demographic. 3. Summary by Vehicle Model Report contains a summary of all service reminders sent during a given month and their specific results, broken down by Vehicle Model. 4. Summary by Vehicle Year Report contains a summary of all service reminders sent during a given month and their specific results, broken down by Vehicle Year. 5. Service Reminders History-To-Date Complete recap of all service reminders sent History-to-Date for the dealership. Sorted by the type of service reminders sent, this report is broken down by specific customer classification and provides a complete accounting of letters mailed and resulting generated. It also includes an accurate calculation to illustrate Advertising Cost per Repair Order. An example of each of these reports appears on the following pages for your reference.

10 Progressive Motors Service 12/01/ /31/2003 Monthly Service Reminder Summary This Report shows service reminder letters sent last month. Report compiled 01/03/ Pro, Inc. All Rights Reserved Letter Description Customer Total Advert. Advert. Cost per Status Cost* RO Service Reminder #1 Current % $ $11.67 Service Reminder #2 Current % $ $8.74 Service Reminder #3 Current % $ $11.03 Service Reminder #4 Current % $ $10.39 Sub Total Current % $ $10.30 Service Reminder #1 Prospective % $ $12.62 Service Reminder #2 Prospective % $ $12.73 Service Reminder #3 Prospective % $ $12.05 Service Reminder #4 Prospective % $ $14.08 Sub Total Prospective % $ $12.85 Grand Total % $ $11.45 *Total Advertising Cost is based on a per letter price of $0.65

11 Summary by Zip Code This Report shows service reminder letters sent last month by Zip Code. Report compiled 01/03/ Pro, Inc. All Rights Reserved Progressive Motors Service 12/01/ /31/2003 Accum Accum Accum Zip Dist % % Total 8882 Total Sold 504 Total Sold 5.7%

12 Summary by Vehicle Model This Report shows existing customer service reminder letters sent last month. Report compiled 01/03/ Pro, Inc. All Rights Reserved Progressive Motors Service Current Customers 12/01/ /31/2003 Vehicle Model % % Avalanche % Blazer % Camaro % Corvette % Impala % Lumina % Silverado % Tahoe % Total %

13 Summary by Vehicle Year This report shows service reminder letters sent last month by vehicle year. Report compiled 01/03/ Pro, Inc. All Rights Reserved Progressive Motors Service 12/01/ /31/2003 Vehicle Year Vehicle Year % % % % % % % % % % % % % % % % % % % % % % Total : 8882 Total : 504 Total : 5.7%

14 Service Reminders History to Date This Report shows all service reminder letters sent. Report compiled 01/03/ Pro, Inc. All Rights Reserved Progressive Motors Service 04/01/ /31/2003 Customer Status Total Advert. Cost* Advert. Cost per RO Current % $ $9.54 Prospective % $ $15.53 Total % $ $12.13 Letter Description Customer Status Total Advert. Cost* Advert. Cost per RO Service Reminder #1 Current % $ $9.32 Service Reminder #2 Current % $ $9.58 Service Reminder #3 Current % $ $9.83 Service Reminder #4 Current % $ $9.45 Letter Description Customer Status Total Advert. Cost* Advert. Cost per RO Service Reminder #1 Prospective % $ $15.64 Service Reminder #2 Prospective % $ $15.29 Service Reminder #3 Prospective % $ $16.48 Service Reminder #4 Prospective % $ $14.77 *Total Advertising Cost is based on a per letter price of $0.65