Toyota Scion Lexus and ADP

1. TMS/ADP Meeting Ecommerce discussions Sept 24, 2009

2. ADP/TMS Dealer Network Solutions Introductions Presentations/Discussions: Dashboard Solution, Best Practices process, Digital Marketing/Advertising, Ecommerace ADP a Service Provider vs a DMS provider One throat to choke – integration at the OEM level same as the Consolidators… Lithia, AN Reduce redundancies and crossing over of solutions Enterprise agreement-Earn Back/ Commissons . Approx $4Mil billing today. Earn back 5 - 10%. The power of one source.

3. Business Intelligence and Performance Improvement Toyota September 24, 2009

4. Over 1,500 Performance Group members (automotive and non-automotive) Consulting and training for business management, profitability, all aspects of retail sales and fixed operations Data extraction, financial analysis, composites and reporting Under contract to process close to 5,000 financial statements monthly (all DMS providers) 1,600-2,000 automated edits and detailed Business Analyst review Development of standardized financial reporting, charts of accounts, financial statements and electronic data submission webComposite financial analysis and benchmarking solution Composite supplier to National Automobile Dealer Association Current automotive engagements: Honda, Acura, General Motors, Mercedes-Benz, Mazda, Subaru, Volvo/Mack Truck, smart and Suzuki Non-automotive engagements: Sea Ray, Freedom Roads, Recreational Vehicles, Marinas (ABBRA), Motorcycles, Outdoor Sports, Hardware

5. Business Intelligence Benefits Deep experience and expertise regarding Dealer and manufacturer performance drivers Ability to pull data from all Dealer Management Systems, providing daily and real-time updates Data purification and normalization: Common labor operations Electronic edits and Call Center for Dealer data correction Integrating and reporting data from DMS, internal and third-party sources Guided problem-solving and “What if” scenarios Training and consulting expertise in all dealership processes

6. Business Intelligence Benefits http://demo.idashboards.com/idashboards60 /

7. 7 Questions and Discussion

8. Toyota Motor Sales Digital Marketing and Dealer Performance

9. The quality of the Client Experience is critical! 9 The Follow-up over 90 days Still in the buying cycle The Disengaged 90 days plus Re-engaging Customers The Quality of the Call - Off the Website - Consistent Experience One Response 30 days Multiple Responses 30 days 60 day Follow-up 90 Days Key elements for ILM: The First Response (One Response) Speed is important Quality is CRITICAL The Engagement (Multiple Response) Volley for a solid appointment The Follow-up over 60 days - Keeping engaged till the lead sells 4% 8% 10% 11% 18% + 90 days 13% Call Quality

10. Today’s Customer Experience 10 In this sampling 6 out of 7 of Toyota’s Import competitors had more client interaction This shopping was based on a sampling from 4 regions of 100 stores each brand same market

11. Solutions – Process/Skills/Management/Measuring

12. Recommendations

13. Internet Lead Close Rates Increase by 50% when any 4 of the 5 Key Drivers are Experienced by Consumer Ten years ago, many of us debated about what the most effective lead management processes were… Today, we know exactly what drives higher closing ratios based on RDR to Lead Match-Backs combined with customer experience survey data

14. Keys for Success

15. The Right Measurements are Critically Important

16. Dealer Overview Lead Response Time Leads Details Report Resources - Metrics

17. Dealer Overview - OEM Sourced Leads

18. Dealer Overview – 30 Day Match

19. Dealer Overview – 60 Day Match

20. Dealer Overview – 180 Day Match

21. Dealer Overview – Long Term Follow Up 20 Sales in 30 Days 25 Sales in 60 Days 29 Sales for 180 Days 50% of your customers purchase after 10 Days

22. Dealer Overview – Lost Sales

23. The shopping process takes about three months for the average AIU Source: 2007 J.D. Power and Associates New Autoshopper.com Study Based to AIUs

24. Lead Response Time – LRT (Updated Nightly”

25. Lead Details

26. Lead Details

27. It’s not all about the lead 64% 20% 67% 21% 68% 21% 71% 22% Source: 2007 J.D. Power and Associates New Autoshopper.com Study Based to AIUs