1. APPOINTMENTSMEAN BUSINESS TRAVIS SNOW UNLIMITED SUCCES S NOW! PRESENTS

2. DealershipManagement ProfessionalsAgree That Appointments.

Close at 50% - 60%

Produce a Higher $PVR

Require Less Management Involvement

Are More Fun to Deal With

3. ThenWHYDo The Same Management Professionals Fail To Effectively Address the Concept of Developing Appointments? 4. Because They Have Never Learned To Apply The 6 Elements of Effective AccountabilityManagement ! 5. OnceAccountability ManagementBecomes aLearned Habit

Results are Pre-Determined!

Managers and Employees Make More Individual Income!

Everyone Works Smarter, Rather Than Harder!

6. The6Primary Elements of Effective Accountability Management 1. Plan your work, and work your plan! 2. Clearly define and communicate your expectations. 3. Measure what you intend to manage! 4. Inspect what you expect! 5. Reward positive results, and respond appropriately tonegative results!(Positive behavior that isrewarded will be repeated;and negative behaviorthat is not effectively addressed will, likewise, berepeated.) 6. Develop and Implement a Systemic Structure!(Dissimilar people operating within the sameSystemic Structure will produce Similar results.) 7. How Does Appointments Mean Business Relate to The 6 Elements of Effective Accountability Management? 8. Plan Your Work,and Work Your Plan!

The AppointmentPlan .

50% of Each Salespersons Business (Deliveries) Result From Appointments.

Each Working Day, the Dealership Will Have the Number of Confirmed Appointments Equal to 50%xNumber of Salespersons .(Example:12 Person Sales Staff;Daily Appointments = 50.0% (0.50)x12.0=6 Appointments Per Day.

50% of Confirmed Appointments Will Close

Management is Responsible and Accountable for the Success of The Plan

9. Plan Your Work,and Work Your Plan!

Pre-Determined Results of thePlan

For An Average Salesperson, Delivering 10 Units Per Month

• At Least 5 Deliveries Will Result From Appointments , Requiring That He/She Produce 10 Confirmed Appointments Per Month, That Will Close at a Percentage of 50% (On Average).

• No More Than 5 Deliveries Will Result From Walk-Ins,Requiring That He/She Must Face Off With No More Than 30 Walk-Ins Per Month, Closing, On a First-Time-In Basis, of 16.7% (On Average).

A Twelve (12) Person Sales Staff Will Have No Less Than Six (6) Confirmed Appointments Per Day.(50% [0.50] Appointment Ratiox12 Salespeople=6 Appointments)

A Twelve (12) Person Sales Staff in a 7-Day/Week Store Will Produce90 Deliveries Per Month From Appointments .(6 Appointments Per Dayx30 Daysx50% Delivery Ratio)

10. Plan Your Work,and Work Your Plan!

WorkingThe AppointmentPlan .

Sales Management consistently conducts One-on-One Meetings with Sales Consultants to Coach Them On How to Secure Appointments.

Sales Management Works with the Most Pro-Active Sales Consultants, Training Them in How to Develop and Nurture a Bird-Dog Network.

Senior Management Continually Follows Up with Sales Management to Ensure That the Appointment Process is Effective.

11. Plan Your Work,and Work Your Plan!

WorkingThe AppointmentPlan .

Sales Management and Sales Consultants Must Work theAppointments Mean BusinessProcess In Tandem With theMyTop TenProspects Process.

12. 13. Clearly Define and Communicate Expectations!

Sales Management

Must Understand and Accept thatTHEYAre Primarily Responsible and Accountable for the Success of the Appointment Process.

Must Understand and Accept thatTHEIRPerformance Will Be Measured and Reported Against Pre-Determined Objectives.

Must Understand and Accept that anEffective Appointment Processis a Condition of Employment for Sales Managers.

14. Define and Communicate Expectations!

Sales Consultants

Must Understand and Accept that50% of Their Unit Deliveries , and70% - 75% of Their Personal IncomeShould Be Derived From The Appointment Process.

Must Understand ( and Demand ) that Sales Management is Accountable to Coach and Administer the Appointment Process .

Must Understand and Accept that anEffective Appointment Processis a Condition of Employment for Sales Consultants.

15. Measure What YouNeed to Manage!

Step #1

Sales Consultants

Must Complete (and Submit to Sales Administration) a Data Card for the Appointment.

Step #2

Sales Administration

Must Log the Appointment On The Approved Appointment Board, and then Submit the Data Card to Sales Management.

16. 17. Measure What YouNeed to Manage!

Step #3

Sales Management

Must Confirm the Appointment by Telephone, Complete the Confirmation Section of the Data Card, and Return the Data Card to Sales Administration.

18. Measure What YouNeed to Manage!

Step #4

Sales Administration

Must Log the Confirmation On The Approved Appointment Board.

Step #5

Sales Management or Administration

Must Log the Show of the Customer.

19. Measure What YouNeed to Manage!

Note:

The following two slides present sample Appointment Boards for:

• Medium to Large Dealerships

• Smaller Dealerships

20. 21. 3 2 1 Sales Consultant Guest Apt. Time Future Dates 3 2 1 Sales Consultant Guest Apt. Time TomorrowNovember 25th 5 4 3 2 1 Sales Consultant Guest Apt. Time TodayNovember 24th Welcome to our Scheduled Guests 22. Measure What YouNeed to Manage!

Coding the Appointment Board:

Many Dealerships Provide an Open Column To Present Specific Information About Each Logged Customer.For Example:

• A Two-Sided TriangleMight Be Used To Identify a Logged But Non-Confirmed Appointment.

23. Measure What YouNeed to Manage!

Coding the Appointment Board:

• The Third SideIs Then Added, Once the Appointment Has Been Confirmed By a Sales Manager.

• Some Dealers Then Use , or Something Similar, to Indicate Show Status for the Customer.

• And FinallyMay Be Used To Indicate That The Customer is Sold.

24. Measure What YouNeed to Manage!

Other Measurement Methods:

As an Alternative to the Appointment Board, Some Dealers Elect To Keep an Appointment Log.A Sample Weekly Appointment Log is Displayed in the Following Slide.

25. 26. Measure What YouNeed to Manage!

Most Important:

Whether You Decide to Use a Board or Log (Daily or Weekly) to Track and Display Appointments, YouMUSTMaintain An Accurate, Permanent Record of the Appointment Process, By Day and MTD, By Salesperson, and Separated By New and Pre-Owned!

27. Inspect What You Expect!

Process Must Be Visible:

The Reason Appointment Boards Have Become So Popular is Because of TheirVisibility .to Senior Management, to Sales Management, to Each Sales Consultant (and His/Her Peers), and to the Customer.

If Only Logs Are Used, They Should Be Maintained in a Prominent, Consistent Location at the Sales Control Desk, Readily Available for Inspection by Senior Management.

28. Inspect What You Expect!

Continual Focus By Management:

Senior Management and Sales Management,Throughout Each Day , Should Regularly Review the Results of the Appointment Process (by Inspecting the Appointment Board or Log).

Sales Consultants Should Be Constantly Aware of Managements Inspection, Which Demonstrates Managements Commitment to the Importance of the Appointment Process.

29. There is Nothing More Critical to the Successful Implementation of aNew Operating ProcessThan. 1) Effectively Reinforcing the Behavior of those Employees That Embrace the New Process, and 2) Immediately Responding, In Firm Fashion, to Those Employees Who Resist The New Process. Reward or Respond!(To Behavior) 30. Reward or Respond(To Behavior)!

RewardingPositiveBehavior Normally Requires Nothing More Than a Respected Managersincerelysaying,

• Great Job Securing Appointments, Bill!Thats Exactly the Type of Performance Im Looking For!Keep Up The Good Work!It Will MakeYou A Lot Of Money!

And doing so in the presence of other Sales Consultants!

31. Reward or Respond(To Behavior)!

AddressingNegativeBehavior Normally Requires Nothing More Than a Respected Managersincerelysaying,

• Joe, ImREALLYDisappointed in the way you are Securing Appointments!IHOPE YOU UNDERSTANDthat this is a 100% Participation Program!Please dont jeopardize your future with the dealership by ignoring what Im telling you!Now. How Can I Help YouDo a Better Job?

And doing so in private, but ensuring (even surreptitiously) that the other Sales Consultants know what was said to good ole Joe!

32. If You Talk About It Enough, with Sufficient Emphasis, Results Will Be Produced.Simply Through Consistent, Quality Conversation! Reward or Respond!(To Behavior) This Is Certainly True of the Appointment Process! 33. Reward or Respond(To Behavior)!

Have An Appointment Logging Party

• At The Start and End of Each Shift!

Use the PA System Regular (But Varied) Announcements

• The Appointment Registration Center Is Now Open For Business!

Make the Appointment ProcessFUN !

34. Should You PAY for Appointments? No, At Least Not On a Consistent (or Frequent) Basis! Some Dealers Have Effectively Used Incentives to Launch the Process.Others Have Used Incentives to Re-Engage the Process. Reward or Respond!(To Behavior) 35.

Sales Management MustOWNthe Appointment Process!

• Coaching the Sales Consultants in How To Secure Appointments

• Logging Appointments and Measuring the Process

• Confirming Appointments

• Following Up On No Shows

• Reinforcing the Process Through One-On-One Meetings

• Ensuring 100% Participation In, and Compliance With the Process, by Sales Consultants

Implement a Systemic Structure (Process)! 36.

Sources of Appointments

• Be-Backs

• Phone OTDB

• Internet OTDB

• Repeat Buyer

• Owner Referral

• Dealership Employee Referral

• Dealership Management Referral

• Bird Dog Referral

The Systemic Structure (Process)! Coaching Sales Consultants

Sources of Appointments

Family Members

Friends

Personal Circle OfInfluence

Service Drive

Collision Center

Orphan Owners

Other

37. Implement a SystemicStructure (Process)!

Sales Management Confirmation

Once a Data Card has been submitted, as soon as possible thereafter, a Sales Manager must Confirm the Appointment by Telephone with the Customer.Following is a Sample Script:

• Mrs. Smith, My name is Jack Jones, and Im the Sales Manager here at ABC Motors.I understand that you have an appointment tomorrow at 11:00 AM with Bob Benson.The purpose of my call is to confirm that appointment.I want to be sure that Bob will be totally free of any other obligations at that time.Can we expect to see you for certain at 11:00 AM tomorrow?

38. Implement a Systemic Structure (Process)!

Note:

Clearing (Wiping) the Appointment Board:

• At the End of the Day, Those Appointments Coded As(No-Shows) Should Be Recorded,Prior to the Board Being Wiped Clean , Then Transferred to the Follow-Up and Re-Schedule List, Maintained By Sales Administration.