These locations provide Title Loans to individuals. A title loan is a way to borrow money using your car or truck as collateral.

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1 TITLE LOAN SHOPS Shop Form Instructions Company Information These locations provide Title Loans to individuals. A title loan is a way to borrow money using your car or truck as collateral. Shop For this shop you will: Description Call the location before you visit to ask how the loan process works Visit your assigned location and inquire about a title loan Ask specific questions about obtaining a loan (see below) Evaluate the associate and their knowledge of the loan process Obtain a business card as proof of shop to upload with your audit Payment Please see your Assignment Sheet for Payment information Specific SPECIFIC SHOP DETAILS: Instructions The purpose of this assignment is information gathering only. You will not be applying for a loan. PHONE CALL Prior to visiting your assigned location, you must place a phone call to the location. If you do not reach an associate on your first attempt, you must try again until you do. o You must count how many rings did it take for an associate to answer the phone o Time how long you are put on hold, if applicable Tell the associate you are interested in getting a loan and want to know how the process works. o The associate may ask for your personal information, so be prepared to provide your real name, and real car make and model. Be prepared to report specific details about what the associate told you during your call. o Did the associate simply answer your questions and not really sell the product or company? o Did the associate provide detail about the length of the process, requirements for a loan, and other details of the process without prompting? o Did the associate seem enthusiastic and willing to provide information? IN-PERSON VISIT You must allow yourself at least 30 minutes for the interaction process. Be aware of the location s hours of operation. You may visit any time during their business hours, but must arrive at least 30 minutes prior to closing. You must dress casually for your visit. As you arrive, be sure to note the following: o Exterior cleanliness o Interior cleanliness and décor o How many customers are in the facility o How long it takes to be greeted You must pose as a customer interested in obtaining a title loan. Do NOT bring your vehicle title with you to the facility. Do NOT fill out an application. The purpose of this assignment is information gathering only. You will be evaluating the associate s knowledge and ability to convey loan information to you.

2 If the associate you interact with during your visit is the same associate you spoke with during your phone call, that s okay. The associate may comment that they recall speaking to you on the phone. You must have a specific scenario in mind. Tell the associate that you would like information about obtaining a title loan on your vehicle. Your scenario must be in line with that of a typical customer. Be prepared to tell the associate: o The make, model, and year of your vehicle o How much money you are looking to borrow (choose an amount in the range of $400-$500, not more) o Your job or source of income o How quickly you want to re-pay the loan (state that you will pay it back in 1-2 months) You must tell the associate that you own your vehicle. Real loan applicants are not eligible for a title loan if they do not own their vehicle. Use your real vehicle make and model. The associate may ask to see your vehicle. If this happens, let the associate do so. Be sure to ask questions during your visit. These are some of the questions typical customers ask: o How does the loan process work? o How do the interest rates and fees break down? o Are there other local companies that offer this type of loan? o Are your rates similar to other lenders? How do your rates compare? o Do you have a maximum/minimum loan amount? o How long do I have to pay loan back? o What information do I need to get a loan? o How much are payments? o How do I make payments? o How often are payments due? o What happens if I am late on a payment? o How long does loan process take? o How do you determine the loan amount? The client is very interested in how the associate compares their company to competitors. You must ask questions about other lenders and provide detailed information regarding how the associate responds. Ask the associate if there is another lender you should go to for an alternate quote. You can also ask additional questions about their competitors. Be prepared to report the associate s response in detail. Did the associate promote their company over competing loan companies? Did they present their product with pride? Did they provide reasons why you should obtain a title loan through them rather than going through a competitor? Ask the associate how the rates and fees break down for the amount you asked about ($400- $500). The associate may suggest a smaller loan if your car s worth is not high enough. If that happens, ask the associate about the rates and fees on whatever type/size of loan he/she suggests. Note whether the associate explains the loan process to you in a manner that is easy to understand. Be prepared to report specific details of what he/she said, and whether the associate uses business jargon when explaining the process. Note whether the associate tells you about any special promotions. If the associate mentions any promotions, you must include this information in your report. Do not bring your title with you. If the associate attempts to close the sale on a title loan, you may decline by telling him/her that you left the title at home, you want to think it over, etc. They cannot process a loan without your vehicle title. Review the shop form that is provided at the end of these instructions to familiarize yourself with the specific observations you must make.

3 PROOF OF SHOP You must obtain a business card of the associate you interact with during your visit. If the associate does not offer you a business card, you must ask for one. Before uploading the business card image you must handwrite the Shop ID on the front. General Instructions If you have any questions about this assignment, please coordinator@secretshopper.com. REVIEW YOUR PAPERWORK Remain anonymous as a secret shopper at all times, unless your specific shop instructions state otherwise. Never take the instructions or shop form into the facility. Never call the facility if you have questions about your assignment. Direct all questions to coordinator@secretshopper.com. It is your responsibility to confirm the business hours for this location. You can do this by calling the location ahead of time and confirming their business hours. This is especially important on holidays (i.e. New Year s Day, President s Day, July 4 th, Veterans Day, etc). If you visit a location and it is closed for a routine business reason you could have confirmed, we will be unable to accept the shop and you will not be paid. Please read all questions on the shop form prior to completing your shop so that you are familiar with the requirements of the assignment. It is very important that you record detailed observations in all areas of the shop. You must visit the assigned location on your assigned date and time only see your assignment sheet for details. o If you do not go on the date and time assigned, we will be unable to accept your shop and you will not be paid. o Some of the shop locations may be in close proximity to each other. You must make sure that you go to the correct location. If you go to the wrong location your shop will be canceled and you will not be paid. You may be asked to obtain names and/or descriptions of the associates you speak with. Check your shop form for the shop s requirements. If you are asked to get a description, you must give a full description, including gender, age, height, hair color and length, glasses, facial hair, etc. Do not use race to describe an associate. You will be asked to submit your receipt or other specified proof of shop completion with your shop form. Please review the specific shop instructions to verify required proof of shop. You can either photograph or scan the receipt/proof of shop completion and then attach it to the shop form. Please keep it for 120 days in case of any questions. o You must make sure that the required upload documentation is a crisp and legible image. The image cannot be blurry and the entire document must be visible. You may not use any form of coupon while performing a shop. There may be several timing questions on the audit, so familiarize yourself with them before your visit. Wear a watch or use a cell phone and discreetly note the timing of the service. For example: How long did it take for the associate to greet you? Some companies may utilize surveillance tapes from their stores and match shopping reports with taped interactions. Your shop behavior can be challenged if not reported correctly. If you do not follow the shop instructions and specific scenario, your shop will be canceled without pay.

4 When completing your shop form online, pick the answer(s) that best describe your experience. Be specific what parts of the visit were pleasing, disappointing, etc. Make sure your answers match. For example: If there were negative experiences on your visit, do not say it met expectations. Provide factual observations only. Do not include personal opinion, speculation or assumptions. Check your regularly after submitting your shop. You must respond to any editor contact within 24 hours. Failure to respond to contact from an editor in a timely manner may result in a deduction in payment or cancelation of your shop. Posting comments or filling out surveys on any other website regarding a shop for which you are being paid is strictly prohibited and may result in penalties up to your shop being canceled without pay and being dropped as a shopper. Any person suspected of fraud will immediately be dropped from our system and NOT paid. NOTE Return Instructions FAILURE TO ABIDE BY THE SHOP FORM INSTRUCTIONS MAY RESULT IN A DEDUCTION OF PAYMENT OR CANCELATION OF YOUR SHOP. This is an online shop form and it must be entered at our website. We do not accept shops on paper or by fax. SUBMITTING YOUR SHOP: 1. Go to our website: 2. Log in with your User ID and Password. 3. Click on 'Shops to Do' and complete the appropriate shop form. 4. Keep your notes and receipt/proof of shop completion for 120 days. If the editors have questions or concerns with your submitted shop, an editor will contact you via . SUBMITTING YOUR REPORT Your shop report is due by 12 (Noon) Central Time on the day following your shop. If the shop form is not entered by 12 (Noon) Central Time on the day following your shop, and you have not contacted a coordinator at coordinator@secretshopper.com, the shop will be canceled from your account and you will not be paid. Timely information is critical to the client. We are unable to accept late shops. THANK YOU! Title Loan Shop Date: / /20 Time: : m Please upload Business Card (Must have Audit ID handwritten on the front) Phone Call Name or Gender of associate on the phone: Date of Call: Time of Call: Telephone was answered in 3 rings or less If No, check one Answered in 4 or 5 rings Answered in 6 rings or more Never answered, had to call back

5 If placed on hold, for how long : (minutes:seconds; if N/A enter 00:00) Associate identified business name and gave his/her name Did not identify business name Did not give his or her name Associate told you store hours and asked if you knew where store was located Associate spoke clearly Spoke too quickly Spoke too quietly Mumbled or was hard to understand Difficult to understand due to background noise Associate answered your questions completely or found someone who could If No, please explain. What questions did you ask? How did the associate respond? Associate was friendly and attentive to you during your interaction Seemed rude or abrupt Seemed rushed or busy Seemed distracted Seemed bothered by the call Associate expressed hope that you would come apply for a loan. Facility Exterior was clean and well maintained Sidewalks/parking lot breaking up Litter/debris needed picking up Trash receptacle(s) overflowing Sidewalk/parking lot not cleared of ice or snow Landscaping and/or planters seemed overgrown or weedy Interior floors were clean Litter/debris needed picking up Spill needed cleaning Carpeting/rugs stained or frayed Marks on floor Glass and windows clean and free of streaks and smudges Seemed dirty Glass was streaky Fingerprints on glass Counters appeared clean and organized Facility appeared to be adequately staffed at all times

6 Overall impression of cleanliness and decor 1 (Very Disappointed) 2 (Below Expectations) 3 (Met Expectations) 4 (Above Expectations) 5 (Exceptional) Staff Interaction Name or complete description of associate: Associate greeted you in a professional manner Seemed rude or abrupt Seemed rushed or busy Seemed distracted Mumbled or was hard to understand Spoke too quickly Spoke too quietly Associate asked specific questions to determine your needs Did not ask sufficient questions Did not ask specific questions Did not seem to be actively listening to my needs Did not seem interested in my needs Associate seemed knowledgeable about the loan process If No, Please Explain: Associate took adequate time to accurately answer all questions Answers seemed confusing Did not give enough information Gave inaccurate information Did not know answer and did not find out correct information Explanations seemed rushed Associate was friendly and attentive to you during your interaction Seemed rude or abrupt Seemed rushed or busy Seemed distracted Talking with other customers or co-workers Talking on phone Associate seemed genuinely interested in helping you obtain a loan Associate offered to evaluate your car or discuss possible loan amount with you Associate offered their name and invited you to return Did not offer name Did not invite you to return

7 Sales Presentation If associate discussed fees, did they quote you the Annual Percentage Rate? O N/A Associate still wanted to explain loan process even though you didn't have a car title with you? Did the associate positively mention any other title loan company by name? If Yes, please explain: Associate suggested you visit another title loan company. If Yes, please explain: Associate presented their product with pride Associate asked for a copy of your utility bill, phone bill, or any other proof of residence If Yes, please explain: Satisfaction Summary Overall impression of the sales presentation (content, delivery, employee attitude) 1 (Very Disappointed) 2 (Below Expectations) 3 (Met Expectations) 4 (Above Expectations) 5 (Exceptional) What was the most pleasing part of your visit? What was the most disappointing part of your visit? Based on this visit, would you guess that this office is one of the company s: Best Worst Average If you owned a business, would the employee who assisted you today be someone you would want working for your company?