April 12, 2007 Copyright © 2004 The Reynolds and Reynolds Company – All Rights Reserved© Copyright 2006 Ralph Paglia – All Rights Reserved 10

A T T R A C T • C O N V E R T • R E S P O N D • A P P O I N T M E N T • S E L L • S E R V I C E • R E T A I N

Ralph PagliaCRM/eBusiness

Director

Ralph PagliaRalph PagliaCRM/eBusinessCRM/eBusiness

DirectorDirector

Joel MattesonBDC Manager

New & Used Dept.’s

Joel MattesonJoel MattesonBDC ManagerBDC Manager

New & Used Dept.New & Used Dept.’’ss

George SalmanInternet Sales Manager

New Vehicle Department

George SalmanGeorge SalmanInternet Sales ManagerInternet Sales Manager

New Vehicle DepartmentNew Vehicle Department

Vernon IntaraBDC Team Leader NEW Vehicle Sales

Vernon IntaraVernon IntaraBDC Team Leader BDC Team Leader NEW Vehicle SalesNEW Vehicle Sales

Bryan LongInternet Sales Manager

Used Vehicle Sales

Bryan LongBryan LongInternet Sales ManagerInternet Sales Manager

Used Vehicle SalesUsed Vehicle Sales

Kelly Slaughter & Cecy GirodCRM Administrators

Kelly Slaughter & Cecy Kelly Slaughter & Cecy GirodGirodCRM AdministratorsCRM Administrators

Adrian FajardoInternet Sales Manager

Courtesy On Bell

Adrian FajardoAdrian FajardoInternet Sales ManagerInternet Sales Manager

Courtesy On BellCourtesy On Bell

CSR1

CSRCSR11

CSR2

CSRCSR22

CSR3

CSRCSR33

CSR4

CSRCSR44

CSR5

CSRCSR55

CSR6

CSRCSR66

CSR7

CSRCSR77

CSR8

CSRCSR88

CSR9…

CSRCSR99……

CSR12

CSRCSR1212

ISS1

ISSISS11

ISS2

ISSISS22

ISS3

ISSISS33

ISS4

ISSISS44

ISS5

ISSISS55

ISS6

ISSISS66

ISS7

ISSISS77

ISS8

ISSISS88

ISS9

ISSISS99

ISS10

ISSISS1010

ISS13

ISSISS1313

ISS14

ISSISS1414

ISS15

ISSISS1515

ISS16

ISSISS1616

ISS17

ISSISS1717

ISS18

ISSISS1818

ISS19

ISSISS1919

ISS20

ISSISS2020

ISS21

ISSISS2121

CSR13

CSR13

CSR14

CSR14

CSR15

CSR15

CSR16

CSR16

CSR17

CSR17

CSR18

CSR18

CertifiedCertifiedSalesSales

Consultants Consultants AssignedAssignedto Handle to Handle

Internet LeadsInternet Leads

Mike GordonIT Director

Mike GordonIT Director

Ron Daly & Scott DalySpecial eFinance TeamRon Daly & Scott DalyRon Daly & Scott DalySpecial eFinance TeamSpecial eFinance Team

ISS22

ISSISS2222

CSR19

CSRCSR1919

CSR20

CSRCSR2020

125 sales

125 sales

125 sales

75 sales

50 sales50 sales

Phase 4 Team Expansion:New 26 Workstation BDC w/1 Manager supervising 2 Team Leaders; 1 New Car BDC Team Leader & 1 Used Car BDC Team Leader -Consolidate 2 BDC’s into 1 and develop new & used BDC Teams

Phase 4 Team Expansion:Phase 4 Team Expansion:New 26 Workstation BDC w/1 Manager supervising 2 Team Leaders; New 26 Workstation BDC w/1 Manager supervising 2 Team Leaders; 1 New Car BDC Team Leader & 1 Used Car BDC Team Leader 1 New Car BDC Team Leader & 1 Used Car BDC Team Leader --Consolidate 2 BDCConsolidate 2 BDC’’s into 1 and develop new & used BDC Teams s into 1 and develop new & used BDC Teams

Barbara MasoneFinance ManagerBarbara MasonBarbara MasoneFinance ManagereFinance Manager

Judith RodriguezeFinance Admin

Judith RodriguezJudith RodriguezeFinance AdmineFinance Admin

Steven ClemensBDC Team Leader USED Vehicle Sales

Steven ClemensSteven ClemensBDC Team Leader BDC Team Leader USED Vehicle SalesUSED Vehicle Sales

CSR21…CSRCSR2121……

CSR24

CSRCSR2424

ISS12

ISSISS1212

ISS11

ISSISS1111

ISS23

ISSISS2323

ISS24

ISSISS2424

Centralized BDC

In New Facilities

Centralized BDC

Centralized BDC

In New Facilities

In New Facilities

Courtesy Chevrolet Courtesy Chevrolet CRM/eBusiness TeamsCRM/eBusiness Teams

as of October, 2006as of October, 2006

April 12, 2007 Copyright © 2004 The Reynolds and Reynolds Company – All Rights Reserved© Copyright 2006 Ralph Paglia – All Rights Reserved 18

A T T R A C T A T T R A C T •• C O N V E R T C O N V E R T •• R E S P O N D R E S P O N D •• A P P O I N T M E N TA P P O I N T M E N T •• S E L L S E L L •• S E R V I C E S E R V I C E •• R E T A I NR E T A I N

eBusiness Sales Results

Increased sales volume from a holistic eIntegrated Marketing Strategy that generated sales from leads using a combination of dedicated Internet Sales Specialists and BDC based Customer Service Representatives.

Courtesy Chevrolet eBusiness Sales

74 7966

9081 80 86 80

110

224 223

283265

225

335

313298 301

335

0

50

100

150

200

250

300

350

400

Janu

ary 20

05 Tota

l

Februa

ry 20

05 Tota

lMarc

h 200

5 Tota

lApri

l 200

5 Tota

lMay

2005

Total

June

2005

Total

July

2005

Total

Augus

t 200

5 Tota

l

Septem

ber 2

005 T

otal

Octobe

r 200

5 Tota

l

Novem

ber 2

005 T

otal

Decem

ber 2

005 T

otal

Janu

ary 20

06 Tota

l

Februa

ry 20

06 Tota

lMarc

h 200

6 Tota

lApri

l 200

6 Tota

lMay

2006

Total

June

2006

Total

July

2006

Total

Conventional InternetConventional InternetSales StrategySales Strategy

eIntegratedeIntegrated HolisticHolistic

Sales Marketing Strategy

Sales Marketing Strategy

April 12, 2007 Copyright © 2004 The Reynolds and Reynolds Company – All Rights Reserved© Copyright 2006 Ralph Paglia – All Rights Reserved 20

A T T R A C T A T T R A C T •• C O N V E R T C O N V E R T •• R E S P O N D R E S P O N D •• A P P O I N T M E N TA P P O I N T M E N T •• S E L L S E L L •• S E R V I C E S E R V I C E •• R E T A I NR E T A I N

eBusiness Opportunity Analysis

Courtesy Chevrolet reviews eBusiness campaigns and opportunities by categorizing the leads generated, then looking at volume, invalids and sales.

BZ Web Site Subtotal 3,547 82 1,503 1,845 52.02% 160 9.40%

3rd Party Lead Providers 15,336 652 10,791 3,893 25.38% 465 4.06%

Online Credit Applications 6,126 357 3,772 1,919 31.33% 405 9.63%

Search Engine Marketing 7,385 258 4,272 2,759 37.36% 352 7.61%

GM Certified Internet Dealer 2,034 65 1,266 682 33.53% 163 12.06%

Inventory Listing Sites 16,195 979 12,474 2,742 16.93% 1,240 9.22%

Membership & Referrals 1,242 74 1,029 139 11.19% 367 33.27%

Web Generated Phone Ups 10,848 852 8,954 1,042 9.61% 1,043 10.64%

BDC Dormant Lead Follow-Up 6,412 815 5,031 561 8.75% 615 10.51%

Trade-In & Buy-Back Leads 2,069 86 1,119 844 40.79% 129 10.53%

Grand Totals 52,465 3,092 36,516 12,592 24.00% 3,451 8.65%

April 12, 2007 Copyright © 2004 The Reynolds and Reynolds Company – All Rights Reserved© Copyright 2006 Ralph Paglia – All Rights Reserved 21

A T T R A C T • C O N V E R T • R E S P O N D • A P P O I N T M E N T • S E L L • S E R V I C E • R E T A I N

Factoid #3;Factoid #3; Search Engine Marketing ResultsSearch Engine Marketing Results

•• 33,257,65733,257,657 Car Shopper Car Shopper Impressions GeneratedImpressions Generated

•• 29,52829,528 Car Shopper Visits Car Shopper Visits to Courtesy Chevrolet web to Courtesy Chevrolet web sites, landing pages and sites, landing pages and micro sitesmicro sites

•• 2,2482,248 Electronic Leads and Electronic Leads and Phone Calls GeneratedPhone Calls Generated

•• 174174 Vehicles SoldVehicles Sold

•• $71,801.30$71,801.30 was invested was invested with Google with Google AdWordsAdWords & & Google Display Ad NetworkGoogle Display Ad Network

•• $2.16$2.16 Cost per Thousand Cost per Thousand Car Shopper ImpressionsCar Shopper Impressions

•• $2.43$2.43 Cost per Car Shopper Cost per Car Shopper that clickedthat clicked--through to a through to a Courtesy Chevrolet siteCourtesy Chevrolet site

•• $31.94$31.94 Average Cost per Average Cost per Lead GeneratedLead Generated

•• $412.65$412.65 Average Cost Per Average Cost Per Vehicle Retailed (PVR)*Vehicle Retailed (PVR)*

CASE EXAMPLE: Courtesy Chevrolet inCASE EXAMPLE: Courtesy Chevrolet in--house Google house Google AdWordsAdWordsCampaigns From 12/1/2005 through 3/31/2006 (4 months):Campaigns From 12/1/2005 through 3/31/2006 (4 months):

Note:Note: This does not include BZ, This does not include BZ, AZCentralAZCentral, , ClickMotive, BDC or Jumpstart SEM campaignsClickMotive, BDC or Jumpstart SEM campaigns*$620.55 = Courtesy Chevrolet Advertising PVR 2005*$620.55 = Courtesy Chevrolet Advertising PVR 2005

April 12, 2007 Copyright © 2004 The Reynolds and Reynolds Company – All Rights Reserved© Copyright 2006 Ralph Paglia – All Rights Reserved 25

C o u r t e s y e B u s I n e s s S t r a t e g y : C o u r t e s y e B u s I n e s s S t r a t e g y : A T T R A C T A T T R A C T •• C O N V E R T C O N V E R T •• R E S P O N D R E S P O N D •• A P P O I N T M E N T A P P O I N T M E N T •• S E L L S E L L •• S E R V I C E S E R V I C E •• R E T A I NR E T A I N

Interactive Marketing Strategy – Phase 4

SEM & PromoLanding PagesSEM & PromoSEM & Promo

Landing PagesLanding PagesPrimary Web Sites

Full-Featured w/InventoryPrimary Web SitesPrimary Web Sites

FullFull--Featured w/InventoryFeatured w/InventoryCampaign Specific Micro Web Sites

Campaign Specific Campaign Specific Micro Web SitesMicro Web Sites

Get aYear WorthOf Free Gas

Get aGet aYear WorthYear WorthOf Free GasOf Free Gas

free GMOil ChangesFor 3 Years

free GMfree GMOil ChangesOil ChangesFor 3 YearsFor 3 Years

HouseOfCourtesy.comHouseOfCourtesy.comHouseOfCourtesy.com 2007Tahoe.com2007Tahoe.com2007Tahoe.com

CourtesyOnBell.comCourtesyOnBell.comCourtesyOnBell.com

PHXChevrolet.comPHXChevrolet.comPHXChevrolet.com

LatinoChevy.comLatinoChevy.comLatinoChevy.com

SEM/SEO Key Word URL’s Point to Primary Site Deep LinksSEM/SEO Key Word URLSEM/SEO Key Word URL’’s Point to Primary Site Deep Linkss Point to Primary Site Deep Links

CourtesyFleet.comCourtesyFleet.comCourtesyFleet.com

WeBuyChevys.comWeBuyChevys.comWeBuyChevys.com

GMAC-AZ.comGMACGMAC--AZ.comAZ.com

2006Silverado.com2006Silverado.com2006Silverado.com

GetaCamaro.comGetaCamaro.comGetaCamaro.com

YouGotGas.comYouGotGas.comYouGotGas.com

ChevyPriceQuoteChevyPriceQuoteChevyPriceQuote

FreeGMoilChangeFreeGMoilChangeFreeGMoilChange

ChevyPride.comChevyPride.comChevyPride.com

PHXfinance.comPHXfinance.comPHXfinance.com

BK-OK-Car-Loans.comBKBK--OKOK--CarCar--Loans.comLoans.com

April 12, 2007 Copyright © 2004 The Reynolds and Reynolds Company – All Rights Reserved© Copyright 2006 Ralph Paglia – All Rights Reserved 28

A T T R A C T • C O N V E R T • R E S P O N D • A P P O I N T M E N T • S E L L • S E R V I C E • R E T A I N

““Grow Your OwnGrow Your Own””Lead Generating StrategyLead Generating Strategy

• Self-Generated Leads to supplement 3rd Party lead providers and facilitate total eSales Team growth

• Integrated Marketing Campaigns drive car shoppers and “highly likely to be in market” targeted prospects to campaign-specific landing pages and micro-sites

• Targeted Content is specifically and directly relevant to value proposition that fueled the shopper’s visit to each micro-site, landing page or deep-linked page

• Micro-Sites, Landing Pages and Deep Links are designed and selected to convert visitors to leads at a higher rate than would the home pages of dealership full-featured all purpose web sites

April 12, 2007 Copyright © 2004 The Reynolds and Reynolds Company – All Rights Reserved© Copyright 2006 Ralph Paglia – All Rights Reserved 38

C o u r t e s y e B u s I n e s s S t r a t e g y : C o u r t e s y e B u s I n e s s S t r a t e g y : A T T R A C T A T T R A C T •• C O N V E R T C O N V E R T •• R E S P O N D R E S P O N D •• A P P O I N T M E N T A P P O I N T M E N T •• S E L L S E L L •• S E R V I C E S E R V I C E •• R E T A I NR E T A I N

Online Advertising Sources, Vendors & Charlatans

Types of Online Advertsing:1. Pay for Placement by Time (monthly fee)2. Pay per Click (PPC or CPC)3. Pay per Thousand Impressions (CPM)4. Pay per Conversion (Leads and/or Calls Generated)

How to Get it Done:1. Self Managed – Do It Yourself2. Interactive Advertising Agencies ($$$)3. Search Engine Marketing Services Providers (15%+fees)4. Dealer Advertising Cooperative Associations

Key Factor:Key Factor: Placement and Placement and ““Cost Per ImpressionCost Per Impression”” advantages inherent with advantages inherent with the use of multiple vendors and multiple dealerthe use of multiple vendors and multiple dealer--managed SEM accountsmanaged SEM accounts

April 12, 2007 Copyright © 2004 The Reynolds and Reynolds Company – All Rights Reserved© Copyright 2006 Ralph Paglia – All Rights Reserved 57

C o u r t e s y e B u s I n e s s S t r a t e g y : C o u r t e s y e B u s I n e s s S t r a t e g y : A T T R A C T A T T R A C T •• C O N V E R T C O N V E R T •• R E S P O N D R E S P O N D •• A P P O I N T M E N T A P P O I N T M E N T •• S E L L S E L L •• S E R V I C E S E R V I C E •• R E T A I NR E T A I N

Cost Effective Outdoor Media Integration

Bus Shelter Signage DisplaysFast’n Easy Online Credit App URL

Bus Shelter Signage DisplaysFast’n Easy Online Credit App URL

Bus Shelter Signage Displays Unique800# Routed to eFinance Cell Phone

Bus Shelter Signage Displays Unique800# Routed to eFinance Cell Phone

Bus Shelter signage campaign has averaged 231 incoming phone inquiries per month, along with 862 site visitors to unique URL, that generated 27 online credit apps per month.

Average monthly cost is $6,500 resulting in 258 Opportunities To Do Business, and an average cost per UNIQUE lead of $25.19

April 12, 2007 Copyright © 2004 The Reynolds and Reynolds Company – All Rights Reserved© Copyright 2006 Ralph Paglia – All Rights Reserved 58

C o u r t e s y e B u s I n e s s S t r a t e g y : C o u r t e s y e B u s I n e s s S t r a t e g y : A T T R A C T A T T R A C T •• C O N V E R T C O N V E R T •• R E S P O N D R E S P O N D •• A P P O I N T M E N T A P P O I N T M E N T •• S E L L S E L L •• S E R V I C E S E R V I C E •• R E T A I NR E T A I N

www.GMinsideNews.comwww.GMinsideNews.com

www.GMinsideNews.comwww.GMinsideNews.com

www.GMinsideNews.comwww.GMinsideNews.com

www.AutoBaron.comwww.AutoBaron.com

April 12, 2007 Copyright © 2004 The Reynolds and Reynolds Company – All Rights Reserved© Copyright 2006 Ralph Paglia – All Rights Reserved 81

C o u r t e s y e B u s I n e s s S t r a t e g y : C o u r t e s y e B u s I n e s s S t r a t e g y : A T T R A C T A T T R A C T •• C O N V E R T C O N V E R T •• R E S P O N D R E S P O N D •• A P P O I N T M E N T A P P O I N T M E N T •• S E L L S E L L •• S E R V I C E S E R V I C E •• R E T A I NR E T A I N

Use of Deep-Links in Online Advertising

www.GM-Finance.comDeep-link into GM PowerShift web site online credit application

www.GMwww.GM--Finance.comFinance.comDeepDeep--link into GM link into GM PowerShiftPowerShift web site web site online credit applicationonline credit application