PM Leader Guide

RETAIL: PM DIRECTORS Manual for Performance Management Leaders Date: 12/11/2023

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Topics About this Playbook: what is it and how to leverage

Sales + PM Evolution: Our Path, thus far

Job Expectations

Effective Leadership

Teams and Territories

Roles and Responsibilities

Internal Engagement Best Practices

Compensation Adjustments and Inquiries

References/ Links: Training, Content, Dashboards, Tools

Support Materials/ Contacts/ Escalations Appendix 2

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ABOUT THIS PLAYBOOK What it is and how to leverage

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About this Playbook Overview The Retail Director of Performance Management playbook is a resource that newly hired Retail Directors of Performance Management can leverage for deeper details and expectations of the new role as they transition into the new organizational structure and team members. This document will be updated on a regular basis with PM Leadership team. Save this link to the favorites

Purpose The Retail Director of Performance Management playbook will be utilized to educate, inform, and outline the exact resources so that leaders are enabled from Day 1 to be effective new leaders in the Performance Management organization.

• • • • •

Background on the progress of the Evolution effort Specifies roles and responsibility for teams across Cox Automotive Sales and PM teams Provides resource/tool guides and timing to engage with each resource Establishes best practices when engaging with boundary partners Identifying support owners and escalation paths

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SALES + PM EVOLUTION Our Path, thus far…

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Sales & PM Evolution Roadmap

H2 ‘22 • Unified Sales & PM under single leader • Unified Operations • VAT Leadership structure: 6 new Directors to reduce spans

• Standardization work begins • Ops PM Test Launched

H1 ‘23 • Standup Leadership Structure (AVP/ Dir level) by geo • Standup new PM AVP Structure • Establish CAN Dir role (VAT/ XTM/ VIN) • Add capacity (PT GPS)

H1 ‘24 H2 ‘23 • Leadership leveling optimization (non-Dir roles) • BoB refinement and rationalization

• Continue leadership leveling, BoB refinement continued • Continue team/ geo alignment efforts

• New PM Director posted and hired • Continue standardization work • Establish Retention leader roles

H2 ‘24 • Finalize Leadership Structure by geography • Re-align team by geo • AT TMs and Ops PMs • VIN, VAT/ ICO, DDC PMs • Add product Consultants

• Continue standardization work

• Standardization work

• Ops PM test launched (DTK)

• Ops PM test: added Xtime • Client Success Test Launched (MN & TX)

• Future PM Team Launch

• Continue Ops PM and CSM Test

• Operations PM role live

• Future State Teams w/shared leader and shared BoB

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JOB EXPECTATIONS

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Job Expectations | Building Blocks Foundational job expectations of Directors of Performance Management to be successful.

BUILDING BLOCKS - EXPECTATIONS Director Expectations Guide Create a “Great Place to Work” Culture/Environment Through Cox Auto Values

Focus on Self and Team Development

Meet & Exceed Financial Performance

Drive Account Planning & Collaboration across a Portfolio of Products

Model Virtual / Field Time Expectations

Keep a Recruiting Pipeline and Direct New & Ongoing Training

•

PM Director Expectationscompetencies.docx

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Job Expectations | Effective 1:1 and Team Meetings - Leaders Team Meeting Time: 60 mins Cadence: Bi – Weekly Attendance: Mandatory Structure (suggested content) • Cascade Agenda • People Recognition • CAI News • Product news (DDC or VIN specific) • SME’s?

• Boundary partners speakers • Learning from one another • Key Wins

Effective One-on-One Effective 1:1 • Learning from one another • Discussing Individual Development Plan (IDP) • Review BoB o At-Risk clients o Forecast o Pipeline (Cancel and Upsell)

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Job Expectations | Team Meeting - Cascade Agenda

Example Email

Example Agenda

Sender: Sales Engagement Audience: AVP PM, Director Cadence: Weekly via team calls Purpose: Coordinated effort to disseminate information across the PM org. It will include key information specific to your teams portfolio and other items across the portfolio of businesses to inform/ educate

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Job Expectations | Reporting 3 Core reports to manage Performance, Pay, KPIs

01 PM NBA Compensation (Daily via Tableau) • •

Available to all PM Teams *NBA Comp Link to Tableau

02 Performance Reporting (Daily via Tableau) • •

Available to Vin, vAuto, DDC, ICO *BoB NBA Performance Link to Tableau

03 PM Operational KPIs (Daily via PBI) • •

Available to vAuto, VIN, DDC, ICO *Operational KPI Link to PBI

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Job Expectations | Internal Performance Evaluations - Leaders My Progress touch-points are designed to review overall individual performance and future development needs or opportunities.

QUARTERLY MY PROGRESS EXPECTATIONS •

Performance Evaluations will be completed every quarter and will include a conversation with your direct manager related to: •

Core job performance compared to expectations

•

Professional development opportunities or achieved goals

•

Areas where leadership support is needed to progress goals and objectives.

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Job Expectations | Account Management Enables One-Way to plan, act, and connect with our clients through coordinated efforts at a district and individual level to prioritize and develop strategies for achieving client objectives and challenges, retention, and expansion opportunities.

Discover Client’s/ Account Goals

Design - Pod Alignment Design solutions to achieve client objectives through shared knowledge, relationships, and priorities

Develop deep knowledge about client, purpose, prioritize, and agree to the client’s objectives

START WITH CLIENT BUSINESS OBJECTIVES

BUILD THE BEST SOLUTION FOR THE CLIENT

Account Management GROW COX REVENUE AND DELIVER CLIENT OUTCOME Execute Client Value Deliver value to client realize revenue, and track performance

Activate Cox Solutions Plan, value, and sell Cox Solutions and other ancillary services

Enable visibility and consistency across businesses through SFX

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PM: Client Engagement | IC Current State

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Information as of: May ‘23

Roles/Client Engagement

vAuto PM

VIN PM

DDC PM

OEM PM

EDMS PM

DMS PM

F&I AM

XTM

RTS AM

RTS

AccT Sales

Ramp up: client ready/ fully ramped

Posttraining; proficient 69 mo.; expert 9-12 mo.

8 weeks / 1 year

6 weeks / 9 months

6 weeks / 9 months

6 weeks / 9 months

Post-training; proficient 6-9 mo.; expert 9-12 mo.

60 days/ 6 months

6 weeks/ 612 months

60 days

60 days/ 6 months

20 days/ 60 days

45 days

90 days (or less if higher utilization or product installs)

45-day average (EX: invite =30 days, schedule = 60 days)

30 days

n/a

n/a

75% Virtual / 25% in person

2-3 per week, inperson

Virtual or inperson

Virtual or in-person

GM/Con troller

State Dependent

GM/Cont roller

n/a

n/a

Client Touchpoint Frequency

45 days

30 days

30-45 days

30-45 days

30-45 days

Field vs virtual

75% virtual

15% Field 85%Virtual

15% Field – 85% Virtual

15% Field – 85% Virtual

15% Field – 85% Virtual

75% virtual

Virtual or inperson

Client POC

Controller and all Dept heads

DP/GM/GSM/ Desk Mgr/Int BDC Manager

DP/GM/SM/IS M/ Marketing or BDC Manager

DP/GM/SM/IS M/ Marketing or BDC Manager

DP/GM/SM/IS M/ Marketing or BDC Manager

Controller and all Dept heads

GM/Controll er

GM/Service Manager

Account load

75-90

90

90

80-90

AG RT* 90200

75-90

180-190

125

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EFFECTIVE LEADERSHIP

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Effective Leadership | Standards for Excellence Leaders must align all the organizations' systems, processes, and methods that reinforce the importance of being excellent.

COACH EFFECTIVE BEHAVIORS

TEACH CRITICAL KPI’s

DRIVE SYSTEM AND TOOLS ADOPTION

MULTI-PRODUCT ENGAGEMENT

PRACTICE STANDARDS FOR EXCELLENCE

STUDY SUCCESS CRITERIA

COMMUNICATE TEAM OBJECTIVES

LEVERAGE TECHNOLOGY ROADMAP

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Effective Leadership | What Great Leaders Do “A leader is one who knows the way, goes the way, and shows the way” — John C Maxwell

SUCCESS CRITERIA Apply Best Practices.

Leverage Legacy Knowledge.

Set Clear Expectations.

Focus on the Metrics that Matter Most. Establish WIIFM for All-In Deals.

COACH

LEAD

PERFORMANCE Use Metric Reporting Structure and Dashboards.

Review performance dashboard. Set Expectations for Adoptions of Systems & Tools

MANAGE

KNOWLEDGE

STRATEGY

Develop One Cox Auto Mindset. Learn Sales & PM Support Network. Partner to learn Complex Contract Process. Refer to Content Repository.

Learn Complex Quote Creation Process. Follow Unified Team Success Criteria. Understand Sales & PM Process Intricacies. Observe Team Member Account Review Calls & Provide Feedback

COMMUNICATE

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Effective Leadership | Effective Management Leaders prepare for changes in role responsibilities, including managing a blend of specialized teams.

Manage by Leading

Create Accountability

Communicate Openly

Coach Strengths

Effective Leaders are superior

Effective Leaders consistently

Effective Leaders invest time to

Effective Leaders must be excellent

confidence builders and exercise

measure performance against

ensure every team member

coaches that look out for the team's

their influence to lift team members

metrics and enforce the process to

understands the metrics they’re

performance as a unit and the

to a high level of performance.

hold team members accountable

accountable for, the process, and

attainment of each team members

for achieving their goals.

the tools they use to attain them.

full potential.

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Effective Leadership | Leader Support

Content Repository

Leadership Development

Leaders will use Sharepoint to access resources that outline current processes, performance reports, tools and planning guides.

The Leader Effectiveness team automatically enroll you in self-paced training to help leaders learn as new reports, dashboards, tools, and processes roll out.

Leader Roundtable Leader Effectiveness will host monthly Leadership Roundtable meetings— Playbook ‘Standards of Excellence’ will be leveraged as workstream discussion topics. This platform will foster synergy between leaders.

1:1 Quick Connect A Leader Effectiveness Manager will schedule (brief) 1:1 check-in calls to offer support and capture any challenges you've encountered. You will receive a 15-minute recurring meeting invite sent to your Outlook calendar.

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Effective Leadership | PM Leader Expectations As leaders, we are expected to do more than hold casual conversations with our team members

Get in the trenches Observe individual team member client engagements. ​

Stand behind your forecast Be accurate Be prepared to explain

Provide real-time feedback

Review pipeline consistently Get deal specifics – no surprises Be curious – get involved

Coach your team Both ongoing and in the moment Be specific and root cause oriented

Set the Tone Adopt Cox Automotive strategies Foster a sales environment for All-In deals

Walk the walk Managers must use Salesforce Know products, processes & messaging

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Effective Leadership | Managing Through Change

Communicate With Your Team

Hold People Accountable

➢ Share why this change is happening

➢ Ensure all deal hand-offs / accounts

and the anticipated results ➢ Encourage your team to embrace this change and ask questions

transitions are had in a timely manner ➢ Continue coaching and working on individual skill development (i.e., Challenger)

Create Clear Expectations ➢ Use this time to level set on the expectations you have for your team ➢ Outline what your team can expect from you moving forward as well

Applaud Successes ➢ Share examples illustrating the great work people are doing ➢ When needed, identify and remind sellers of past changes and successes

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Effective Leadership | IC PM Core Competencies

Knowledge, Skills, and Ability

Critical Behaviors

Mindset, Attitudes, Belief

Time Management

Problem-Solving

Responsible

Communication

Proactive

Teamwork

Business Acumen

Accountable

Empathetic

Organized

Disciplined

Forward-Looking

Active Listening

Always Learning

Positive

Performance Manager Competencies Guide 22

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TEAMS AND TERRITORIES

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Team and Territories

Cassidy Vreeke AVP West

Christian Hanna AVP NE Mark Vickery AVP Central

Matt Kirkland AVP SE

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Team and Territories

Karrie Sudbrack, VP

Amanda McCord, AVP, Incubation

Christian Hanna, AVP, Northeast

Matt Kirkland, AVP, Southeast (Ops Focused)

Mark Vickery, AVP, Central

Cassidy Vreeke, AVP, West

Trina Stephenson, Dir, Client Success

Rachel Pickett, Dir, Client Success

Andrew Polhemus, Dir Retail

Emily Campbell, Dir Retail

Mac Jackson, Dir Operations

Lisa Jackson, Dir Operations

Adam Claiborne, Dir IMS

Jim Tritz, Dir IMS

Dustin Knapp, Dir IMS

Shel Ogasawara, Dir IMS

Kevin McCarthy, Dir, OH Valley Team

Drew McEleney, Dir, MN Team

Bethany Arnold, Dir Retail

Brandon Miller, Dir Retail

Jade Mitchell, Sr Dir, Ops PM Test

Robert Newman, Dir, Ops PM Test

Randy Bishop, Dir IMS

Samuel Janda, Dir IMS

Aaron Proctor, Dir IMS

Rich Mertz, Dir Retail

Dana Ayer, Dir Retail

Glenn Holley, Dir IMS

Kaitlin Lundberg, Dir Operations

Michael Panozzo, Dir Operations

Laura Ellington, Dir Retail

Kelly Bain, Dir Retail

Daniel Couture, Dir Retail

Courtney Piper, Dir Retail

Gregory Oldaker, Dir IMS

Nick Demarco, Dir IMS

Chris Anderson, Dir Operations

Dan McGuigan, Dir Operations

Savanna Thompson, Dir Retail

Rachel Rogers, Dir Retail

Will Crouch, Dir Retail

Dan Meirose, Dir Retail

Keith Poole, Dir, TX Team

Tiffani Stefanescu, Dir Operations

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Team and Territories | Northeast Christian Hanna, AVP, Northeast

Andrew Polhemus, Dir, Retail

Emily Campbell, Dir Retail

Bethany Arnold, Dir Retail

Brandon Miller, Dir Retail

Dana Ayer, Dir Retail

Glenn Holley, Dir IMS

Greg Oldaker, Dir IMS

Nick Demarco, Dir IMS

David Basil (Vin) NY

Kia Merriam (Vin) NY

Bruce Olson (Vin) MA

Chris Delpha (Vin) CT

Christine Sedelmyer (Vin) PA

Jeremy Helline (Vin) OH

Jeff Price (Vin) PA

Kyle Danielson (Vin) PA

David Bottino (Vin) PA

Kristen DiPietro (Vin) DE

Tony Oliver (VAT) CT

Rich Lamb (VAT) CT

Ken Heverin (VAT) DE

Ben Pettis (VAT) MD

Robert Camelio (VAT) NC

Ted Welpott (VAT) NC

Rich Bray (Vin) NY

Sean Rancier (Vin) NY

Domingo Pereira (Vin) MA

Kendra Berry (Vin) NH

Kristen Scott (Vin) OH

Paul Strayer (Vin) WV

Megan Barto (Vin) PA

Nic Dolas (Vin) PA

Matt Milligan (Vin) DE

Tom Catalli (Vin) NJ

Bob Scungio (VAT) CT

Jose Ramos (VAT) CT

Jim Tayman (VAT) MD

JD Thalman (VAT) OH

Chris Baas (VAT) NC

Marcus Jackson (VAT) NC

Jon Anderson (DDC) NY

Eric Bechtel (DDC) NY

Tom Niejadlik (Vin) ME

Walter Trusdell (DDC) CT

Shaylynne Thompson (DDC) OH

Open (DDC) OH

Tom Rutkowski (Vin) DE

Liz Abrams (DDC) VT

Tim Sommers (DDC) DE

Harry Schevker (DDC) MD

Chris Lozanski (VAT) MA

Matt Quinn (VAT) MA

Toma Mcconaha (VAT) OH

Dustin Corder (VAT) OH

Brent Mattingly (VAT) NC

Trey Colbert (VAT) NC

Rachael Hayes (DDC) VT

Chelsea Basham, Mgr (DDC)

Daniele Graziana (DDC) MA

Shaylynne Thompson (DDC) VT

Andrew Kyprianou (DDC) OH

Matt MonteilWilliams (DDC) VT

Scott McCamp (DDC) VT

Taylor Leggett (DDC) VT

Laura Eicke (DDC) NJ

Jen Silva (DDC) NJ

Craig Belowski (VAT) NH

Kenneth Conaway (VAT) ME

Tom Cirucci (VAT) NJ

Tom Wall (VAT) NJ

Justin Nash (VAT) NC

Stephen Brown (VAT) NC

Arianna Ballard (DDC)

Lexi Gingras (DDC)

Wade McDonald (DDC) VT

Carrie Phelps (DDC) VT

Travis LaRose (DDC) VT

Pat Morrissey (DDC) VT

Aubrey Oullett (DDC) VT

Aaron Wald (DDC) VT

Thomas Rocco (DDC) VA

Nat Voitchovsky (DDC) NY

David Rinaldi (VAT) NY

Michael Rafferty (VAT) NY

Kevin Higgins (VAT) NJ

Matt Riley (VAT) PA

Kevin Hahne (VAT) VA

Jody Chapman (VAT) VA

Samantha Kapriyelova (DDC)

Nancy Kruse (DDC)

Mike Morgan (DDC) VT

Kyle Murdock (DDC) VT

Open (DDC) VT

Cindy DeMarinis (DDC) VT

Cynthea Hausman (DDC) VT

Mike Toof (DDC) VT

Jeffrey Knockin (DDC) MA

Chris Jacob (DDC) VT

Dick Austin (VAT) NY

Chris Moyer (VAT) NY

Nick Chivinski (VAT) PA

Shaun Isaac (VAT) PA

Steve Hug (VAT) VA

Kyle Rivera (VAT) VA

Tess Spofford (DDC) VT

Vania Beauchemin (DDC) VT

Alex Jackson (DDC) VT

Owen Reinders (DDC) VT

Sam Cahan (DDC) VT

Kevin Cadieux (DDC) VT

Nick Tringale (DDC) VT

Michael Bergin (DDC) VT

Thomas McComb (VAT) RI

Christopher Braun (VAT) VA

Larry Mills (VAT) VA

Jerry Marquadt (VAT) WV

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Team and Territories | Southeast Matt Kirkland, AVP, Southeast

Kaitlin Lundberg, Dir Operations (NY)

Michael Panozzo, Dir Ops (IL)

Chris Anderson, Dir Ops (FL)

Lisa Jackson Dir, Ops (FL)

Mac Jackson, Dir Ops (AR)

Tiffani Stefanescu, Dir, Operations (AZ)

Dan McGuigan, Dir, Operations (CA)

Jade Mitchell, Dir, Ops

Robert Newman, Dir, Ops

Sindia Gomez (DMS) NY

Andrea Jones (DMS) OH

Brad Beeckman (DMS) MI

Nick Elmkinssi (F&I) IL

Ernest Rubi (DMS) TX

Gina Campbell (F&I) AR

Mary Ann Crawford (DMS) FL

Andrew Tyrrell (DMS) FL

Jayson Volinski (DMS) AL

Belinda Langford (DMS) AL

Ian Redding (DMS) CO

Christen Newman (DMS) CO

Jeremy Quitugua (DMS) CA

Brandon Smith (DMS) UT

Open (XTM) IL

Jennifer Hubbard (DMS) FL

Barbara Mazzarella (F&I) MA

Becky Morone (F&I) NJ

Kelly Puma (F&I) IN

Steve Merriman (F&I) MO

Tim Fitzmorris (XTM) AR

Mari Duncan (XTM) IL

John Mazzurco (DMS) FL

Andy Nastally (DMS) FL

Michael Miles (DMS) GA

Chuck Snow (DMS) GA

Roxy Pedraza (F&I) CO

Shannon Beasley (F&I) OR

Carrera Peterson (F&I) AZ

Katherin Vansickel (F&I) CA

Rafael Pena (DMS) IL

Joe Cram (XTM) FL

Jose Soto (F&I) NY

Rekha Asokan (F&I) OH

Adela Alispahic (F&I) MO

Joe Hawkins (XTM) MO

Jasen Pyles (XTM) OK

Mark DeGeorge (XTM) TX

Justin Atherton (DMS) FL

Sandra Lozano (DMS) FL

Kyle Farrar (DMS) TN

Andre Bend (F&I) AL

Spencer Owens (F&I) UT

Mike Garcia (F&I) TX

James Wilson (F&I) CA

Joyce Ball (F&I) CA

Sandi Loncar (F&I) IL

Sara Venti (F&I) GA

Adam Welsh (F&I) PA

Roxanne Lawniczak (F&I) PA

Joseph Rehling (XTM) MN

Cort Jamison (XTM) MN

Brian Hammerman (XTM) GA

Colby Willis (XTM) GA

Lisa Harris (F&I) FL

Santiago Morales (F&I) FL

Trevor Wells (F&I) TN

Latonia Glass (F&I) VA

Rhiannon Valijalali (F&I) TX

Jacqueline Kreter (XTM) KS

Goldie Pulido (F&I) WA

Luke Johnson (XTM) AZ

Jim Anderson (F&I) NY

Adrian Kessler (XTM) MD

Anthony Lamantia (F&I) RI

Aradhana Saab (F&I) VA

Michael Cribbs (XTM) MN

Patrick Puffer II (XTM) WI

Julie Cucchi (XTM) GA

Daniel Watts (XTM) GA

Ralph Valent (F&I) FL

Natalie Wible (XTM) FL

Larry Cottingham (XTM) KY

David Schmidt (XTM) KY

Jeff Farman (XTM) MT

James Deckard (XTM) TX

John Villa (XTM) CA

George Howser (XTM) CA

Scott Winders (XTM) NY

Duane Roeller (F&I) NC

Ron Colon (Xtime) NY

Paul James (Xtime) NY

Kevin Geldreich (XTM) WI

Gabriel Toth (XTM) WI

Rick Morea (XTM) GA

Mark Naman (XTM) MS

Louis Medina (XTM) FL

Mark Stamper (XTM) NC

Brendan Prickett (XTM) SC

Cary Eckhardt (XTM) SC

Jim Tarbox (DMS) RI

Tom Tellepsen (DMS) VA

Chris Jackson (Xtime) PA

James Angley (Xtime) PA

Robert Golden (XTM) WI

Andrew Buttram (XTM) WI

Ashley Black (XTM) GA

Susan McIntosh (Ops PM)

Rebecca Howell (Xtime) WV

Matthew Warpinksi (Ops PM)

David Blain (Ops PM)

Stephen Jeffries (XTM) NC

RJ Jinkens (XTM) VA

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Team and Territories | West Cassidy Vreeke, AVP, West Rich Mertz, Dir, Retail

Courtney Piper, Dir, Retail

Daniel Couture, Dir, Retail

Shel Ogasawara, Dir, IMS

Dustin Knapp, Dir, IMS

Aaron Proctor, Dir, IMS

Will Crouch, Dir, Retail

Dan Meirose, Dir, Retail

Jennifer Staton (DDC) CA

Kirsten Tan (DDC) CA

Victoria Mackinnon (DDC) AZ

Fego Duran (DDC) NM

John Slechta (DDC) CO

Kathryn Wolcott (DDC) KS

Michael Raimey (VAT) WA

Jim Morris (VAT) WA

Butch Otey (VAT) NV

Justin Harder (VAT) OK

Rob Michie (VAT) GA

Marvin Tucker (VAT) GA

Tony DiFranco (DDC) FL

Betsy Whitehead (DDC) GA

Mandi Parker (DDC) GA

Ricky Patrick (DDC) GA

Marcus Lopez (DDC) CA

Todd Gross (DDC) CA

Alex Houston (DDC) TX

Sarah Courtney (DDC) TX

Lon Amick (DDC) KS

Eric Netolicky (DDC) KS

Jesse Peterson (VAT) WA

Richard Stone (VAT) WA

Gem Bertone (VAT) TX

Jonathan Lopez (VAT) TX

Ross Stocklin (VAT) GA

Robert Baker (VAT) SC

Alan Crowe (DDC) GA

Kirsten Watkins (DDC) GA

Sydney Salcedo (DDC) GA

Kristie Brice (DDC) KY

Chris Beckelman (DDC) CA

Ahmie Kokkinis (DDC) NV

Justin Johnson (DDC) TX

Jeremy Alford (DDC) TX

Kelly Hodges (DDC) KS

Lesleigh Pendery (DDC) KS

Terri Berkey Gonzalez (VAT) OR

Grant Orlando Mariola (VAT) CA

Greg Plank (VAT) AZ

Danton Walthers (VAT) AZ

Justin Barnett (VAT) SC

Chris Allen (VAT) SC

Shea Elliott (DDC) GA

David Flanagan (DDC) GA

Ali Harris (DDC) NC

Bruce Roffey (DDC) NC

Zento Slinger (DDC) OR

Christine Clarke (VIN) CA

Katrina Melechin (DDC) TX

Jeff Wenzen (VIN) AZ

Bobby Holmes (VIN) KS

Laura Beckley (VIN) KS

Bill Tressler III (VAT) CA

Gary Williams (VAT) CA

Travis Reid (VAT) AZ

George Mattei (VAT) AZ

John Gavin (VAT) SC

Dave Smith (VAT) FL

Aretha Pretlow (DDC) GA

Kenya Moore (DDC) LA

Erin Gallagher (DDC) NC

Samantha Spradlin (DDC) TN

Scott Croft (VIN) CA

Adam Terrero (VIN) CA

Jesse Gray (VIN) AZ

Lisa Luebbert (VIN) CO

Bryan Dahms (VIN) KS

Robert Childers (VIN) KS

John Cook (VAT) CA

Dan Kimberly (VAT) CA

Joe Leszkowicz (VAT) AZ

Justin McConkey (VAT) AZ

Ed Shlemon (VAT) FL

Roger Walls (VAT) FL

Kevin Thibault (DDC) SC

Ben Pralat (Vin) FL

Aleece Hurt (DDC) VA

James Easter (DDC) VA

Eddie Casillas (VIN) CA

Alli Torlai (VIN) WA

Vinh Phung (VIN) CO

Sergio Santos (VIN) UT

Christian Bach (VIN) NE

Cory Darrell (VIN) NM

Chris Prodromides (VAT) CA

David Margolis (VAT) CA

Jim Shaffer (VAT) CO

Sergio Suun (VAT) CO

Steve Treadway (VAT) FL

Dan Mijoskov (Vin) FL

Mary Tapp (Vin) FL

John Lowery (Vin) AL

Shane Myers (Vin) GA

Joe Greatorex (VIN) ID

Tyler Davis (DDC) AZ

Steve Ferrara (VAT) CA

Brian Schwelling (VAT) CA

Nick Metz (VAT) CO

Matt Davis (Vin) FL

Ryan Killian (Vin) FL

Mary Wiedenbein (Vin) OH

Ray Condray (Vin) TN

Autumn Lamb (Vin) FL

Sandee Pippin (Vin) FL

Kevin Schmitt (Vin) TN

Bill Simmons (Vin) VA

Jordan Saunders (VIN) OK

Graham Pitre (VAT) CA

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Team and Territories | Central

Mark Vickery, AVP, Central

Randy Bishop, Dir, IMS

Samuel Janda, Dir, IMS

Adam Claiborne, Dir, IMS

Jim Tritz, Dir, IMS

Kelly Bain, Dir Retail

Laura Ellington, Dir, Retail

Savanna Thompson, Dir Retail

Rachel Rogers, Dir, Retail

Jeff Shuker (VAT) FL

Larry Greene (VAT) FL

Jill Ejlali-Razmi (VAT) MS

Nikki Robertson (VAT) MS

Tony Pape (VAT) IN

Taylor Toth (VAT) OK

Michael Gibson (VAT) IL

Todd Nelson (VAT) IL

Chris Downs (DDC) MO

Roy Paith (DDC) MO

Amanda Marsal (DDC) IN

Tara Helmer (DDC) MI

Andrew Vardaman (DDC) TX

Courtney Beavers (DDC) TX

Sherri Kutch (DDC) TX

David Gann (DDC) TX

Joseph Pignitor (VAT) FL

Dwayne Hearl (VAT) FL

Greg Coleman (VAT) KY

Ron Abell (VAT) KY

Chris Smith (VAT) TX

Pete Lewandowski (VAT) TX

Matt Sears (VAT) IL

Jon Trotman (VAT) IL

Tiernan Eiberger (DDC) MO

Natalie Davis (DDC) MO

Lori Frechette (DDC) MI

Kirk DeBuck (DDC) MI

Matt Lee (DDC) TX

Richard Bonifacio (DDC) TX

Christopher Snell (DDC) TX

Vanessa Cowan (DDC) TX

John Sekula (VAT) FL

John Brunelle (VAT) FL

Matt Henderson (VAT) KY

Brian Oldham (VAT) KY

Greg Shea (VAT) TX

Kirby Driver (VAT) TX

Claude Hartness (VAT) IL

Shane Speagle (VAT) IL

Darron Howell (DDC) MO

Mary Losey (DDC) MO

Rebecca Kiselis (DDC) MI

Kyle Meece (DDC) MI

Andy Jaeger (DDC) TX

Brandon Scott (DDC) TX

Jeff Fernandez (DDC) TX

Jeff Wright (DDC) TX

Kevin Jezierski (VAT) FL

John Tyburski (VAT) FL

Ross Taylor (VAT) KY

Rob Fleming (VAT) KY

George Underwood (VAT) MI

Darek Chelminiak (VAT) MI

Phil McKnight (VAT) IL

Brian Kurtz (VAT) IL

Heather Hill (DDC) AR

Steve Zeiter (VIN) IL

Chistopher Perin (DDC) MI

Krystal Ziegelmeier (DDC) MN

Alex Jaucian (DDC) TX

Lauren Joffe (DDC) TX

Kyle Schultheis (DDC) TX)

Cheryll Willeford (DDC) TX

Chris Adams (VAT) FL

Paul Aiello (VAT) FL

Tony Esposito (VAT) TN

Adam Hoyt (VAT) TN

Eric Francis (VAT) OH

Brandt Vinkemeier (VAT) MN

Paul Vance (VAT) IL

Brett Reuter (VAT) IL

Kanok Nikrothanond (VIN) IL

Shannon Garofalo (VIN) IL

Jae Chang (VIN) IN

Chris Hemphill (VIN) OH

Jason Houston (VIN) MO

Will Osborn (VIN) MO

Michelle Koleychik (DDC) TX

Scott Smith (VIN) TX

David Scherb (VAT) FL

Matt Marrick (VAT) FL

Steve Bryant (VAT) TN

Ryan Paquette (VAT) AR

Jason Weis (VAT) MO

Steven Jacobs (VAT) MO

Mark Hoegler (VAT) IL

Patrick Wright (VAT) IN

Mike Locklear (VAT) MO

Chad Gastler (VAT) MO

Tony Kron (VAT) IN

Scott Sadler (VAT)) IA

Mary Revard (VIN) MI

Angie Miletich (VIN) WI

James Green (VIN) TX

29

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Team and Territories | Future PM

Amanda McCord AVP PM Rachel Pickett, Dir CSM

Trina Stephenson, Dir CSM

Kevin McCarthy, Dir OH Valley

Keith Poole, Dir TX

Drew McEleney, Dir MN

John Hyland, CSPM

Bobby Holt, CSPM

Ryan Vandeest, CSPM

Steve Rost, CSPM

James Lannen (VAT)

Brian Zent (Vin)

Garry Shirley (DMS)

Gazmend Boshnjaku (Vin)

Gretchen Streilein, CSPM

Erika Livingston, CSPM

Bryan Herron, CSPM

Anthony Shaheen, CSPM

Mario Scampoli (Vin)

Jeana Jones (DDC)

Alex Houston (DDC)

Jeremy Galloway (Vin)

Brandon Deere, CSPM

Rod Turman, CSPM

Stephanie Ingebrigtson, CSPM

Angi Wilson, CSPM

Chelsey Olson (XTM)

Vinson Treharne (VAT)

David Praytor (XTM)

Keith Caughey (DMS)

Elliot Witte, CSPM

Chuck Cowart, CSPM

Eric Hricak, CSPM

Matt Peterson, CSPM

DJ Luxton (VAT)

Kevin DeMara (DMS)

Brad Frazee (Vin)

Tyler Moe (DDC)

Jack Venable (Vin)

Niki Mand (XTM)

Brian Christensen, CSPM

30

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Teams and Territories | Director Roster and SME

Chris Anderson

Keith Poole

Michael Panozzo

Drew McEleney

Will Crouch

Jade Mitchell

Legacy: vAuto New Focus: DMS/F&I/Xtime

Legacy: VinSolutions New Focus: Future Team

Legacy: DMS New Focus: DMS/F&I/Xtime

Legacy: DDC New Focus: Future Team

Legacy: Xtime New Focus: DDC/Vin

Legacy: DMS New Focus: DMS/F&I/Xtime

Tiffany Stefanescu

Nick Demarco

Daniel Couture

Adam Claiborne

Jim Tritz

Kevin McCarthy

Legacy: Xtime New Focus: DMS/F&I/Xtime

Legacy: vAuto New Focus: vAuto/ICO

Legacy: AutoTrader New Focus: DDC/Vin

Legacy: vAuto New Focus: vAuto/ICO

Legacy: vAuto New Focus: vAuto/ICO

Legacy: vAuto New Focus: Future Team

31

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Teams and Territories | Director Roster and SME

Rachel Rogers

Courtney Piper

Rich Mertz

Andrew Polhemus

Lisa Jackson

Mac Jackson

Legacy: DDC New Focus: DDC/VIN

Legacy: DDC New Focus: DDC/Vin

Legacy: DDC New Focus: DDC/Vin

Legacy: DDC New Focus: DDC/Vin

Legacy: F&I New Focus: DMS/F&I/Xtime

Legacy: F&I New Focus: DMS/F&I/Xtime

Dan Meirose

Trina Stephenson

Rachel Pickett

Dan McGuigan

Randy Wilson

Kaitlin Lundberg

Legacy: NGC New Focus: DDC/Vin

Legacy: AutoTrader New Focus: CSMPM

Legacy: AutoTrader New Focus: CSMPM

Legacy: F&I New Focus: DMS/F&I/Xtime

Legacy: DMS/Xtime New Focus: Retention

Legacy: AutoTrader New Focus: DMS/F&I/Xtime

32

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Teams and Territories | Director Roster and SME

Robert Newman

Dustin Knapp

Gregory Oldaker

Emily Campbell

Brandon Miller

Glenn Holley

Legacy: F&I New Focus: DMS/F&I/Xtime

Legacy: vAuto New Focus: vAuto/ICO

Legacy: vAuto New Focus: vAuto/ICO

Legacy: DDC New Focus: DDC/Vin

Legacy: DDC New Focus: DDC/Vin

Legacy: vAuto New Focus: vAuto/ICO

Dana Ayer

Bethany Arnold

Aaron Proctor

Shel Ogasawara

Randy Bishop

Samuel Janda

Legacy: DDC New Focus: DDC/Vin

Legacy: DDC New Focus: DDC/Vin

Legacy: vAuto New Focus: vAuto/ICO

Legacy: vAuto New Focus: vAuto/ICO

Legacy: vAuto New Focus: vAuto/ICO

Legacy: vAuto New Focus: vAuto/ICO

33

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Teams and Territories | Director Roster and SME

Kathi Neuman

Diego Vargas

Chris Hawthorne

Laura Ellington

Savanna Thompson

Kelly Bain

Legacy: vAuto New Focus: PTGPS, SW, ICO

Legacy: vAuto New Focus: vAuto, CA, Retention

Legacy: DDC New Focus: Training/Coaching

Legacy: Sales Strategy New Focus: DDC/Vin

Legacy: RSS New Focus: DDC/Vin

Legacy: AutoTrader New Focus: DDC/Vin

34

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Teams and Territories | Territory Transition Process Overview Performance management people & process playbook is used to help Cox Automotive sales and PM teams know the exact process behind account transfers and expectations from each team member during the transition.

Accountability Partner(s)

Purpose Performance management people & process playbook will be utilized to educate, inform, and outline the exact process to replicate so that leaders know the types, the process, and the timing of account transfers.

• • •

Providing timelines to guide planning and execution Utilizing established processes to ensure consistency Identifying process owners to ensure accountability

•

Providing the tools, templates, and past work samples for future use

Critical Process

Sales Strategy (LRP)

Sales Strategy (Execution)

Territory Design & Execution

PM Leadership (AVP PM)

Sales Finance

Account Transition Methodology

X

X

X

PM Headcount Backfill Request Process

X

X

X

Account Transition Comms/Tracking Account Transition Execution

X

X

X

Account Transition Playbook.pptx

35

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

ROLES AND RESPONSIBILITIES

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Sales & PM Team | Roles and Responsibility

Performance Management

Retention

Churn Pipelining

Protect and Grow Core Revenue Streams

Churn Forecasting

Account Planning

NBA

EDIT TEXT HERE

NBA

Client Experience

Solution Sales

Prospecting

Sales Pipelining

Sales Forecasting

Selling

Closing

Drive Existing and Future Solution Sales 37

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Sales & PM Team: Our Roles | IC Area

Sales

Performance Mgmt.

Upsell Existing Customers

Revenue Retention

Retail Sales (Solutions):*

Role

Net New Sales

Consumer

Client Success Manager (CSM)

◆

◆

◆

Consumer

Strategic Sales (SSM)

◆

◆

◆

Retail

Retail Strategic Sales (RSS)

◆

◆

Consumer, Dealer Software, Inventory Management, DCRT

Regional Sales Manager (RSM)

◆

Consumer**, Dealer Software, Inventory Management

Inside Regional Sales Manager (iRSM)

◆

Dealer Software

Upsell (RSM Upsell)

◆

Dealer Software (DMS/Xtime/Vin)

Perf. Mgmt.

◆

◆

Inventory Management (vAuto/ICO)

Perf. Mgmt.

◆

◆

Digital Commerce/ Retail Transaction

F&I Account Manager (F&I AM)

◆

◆

Digital Commerce/ Retail Transaction

RTS Account Manager

Dealer Software

Operations PM

Consumer + Inventory

CSM PM

◆***

◆

PM Tests

◆

Role

Discovery

Pre-Sale

Dealer Software

Inside Business Development Consultant i(BDC)

◆

◆

Dealer Software

Product Consultant

◆

◆

◆

◆

◆

◆

Demo

◆

* Note: the role of Strategic Digital Sales (under Ryan Moore) is not depicted given the evolving nature of the role. ** Note: Additional roles Consumer iBDC/ iDSC not depicted given their segment and product focus, respectively. *** Note: the team can acquire new rooftop if it is part of a group that has stores already on Provision.

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Karrie Sudbrack

The Role of the Operations Performance Manager The Performance Mgmt. teams own retaining and upselling their products in the DTK suite to existing clients: Retention (NBA): DMS, F&I, Xtime, and utilization of Accel Title; *Sales: DMS Upsells, F&I Upsells and New Clients, Accel Title store sign-ups

Accountabilities:

Retain & drive client performance

Upsell additional operations portfolio products to existing clients

Measured by:

NBA

Sales

* Note: New DMS Core clients will be sold by the Sales team.

39

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Karrie Sudbrack

The Role of the Client Success Performance Manager CSM will be responsible for retention, upselling and cross selling of Listings, vAuto & ICO for existing clients & partner with RSM on ICO & vAuto solutions

Accountabilities:

Retain, upsell & cross sell Listing, ICO & vAuto clients

Collaborate & coordinate with RSM on ICO & vAuto solutions

Measured by:

NBA

Sales

40

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Karrie Sudbrack

The Role of the Performance Manager (DSS) Performance Mgmt. teams own retaining their respective products to existing clients: VIN, DDC, DMS, DR or XTM

Accountabilities:

Retain your product: VIN, DDC, DMS, or XTM

Achieve Your Target; Minimize churn

Measured by:

NBA

Attainment

41

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Karrie Sudbrack

The Role of the Performance Manager (IMS) Performance Mgmt. teams own upselling and retaining their respective products to existing clients and, in some cases, sell* : vAuto or KBB ICO

Accountabilities:

Retain your product: vAuto or KBB ICO

Achieve Your Target Increase Upsell, Minimize churn

Measured by:

NBA / Bookings

Attainment

* Note: the team can acquire new rooftop if it is part of a group that has stores already on Provision.

42

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Karrie Sudbrack

The Role of the F&I Account Manager F&I AMs maintain the client relationship for existing F&I customers.

Accountabilities:

Measured by:

Maintain a healthy relationship with the client

Push for Credit App Volume, Digital Contracting and Subscription Utilization from adopted products

Identify & work upsell opportunities for existing clients

Customer interactions, demos, etc.

Credit app volume growth; digital contracting utilization growth

NBA / Bookings

43

Leader: Chrisey O’Hara

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

The Role of the Client Success Manager (CSM) CSM’s own selling and retention of all Listings products. They also refer business.

Accountabilities:

Retain & upsell existing Listings clients

Prospect new Listings clients

Identify other Retail referral opportunities

Measured by:

Listings NBA

New Dealers

Retail Referrals

Note: Additional roles, Consumer iBDC/ iDSC/ SSM , not depicted given their segment and product focus, respectively.

44

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Hugh Abernethy

The Role of the Strategic Sales Manager (SSM) SSM’s own selling and retention of listings products at the corporate level for designated non-EDMS groups

Accountabilities:

Retain & upsell existing Listings clients

Prospect new Listings clients

Measured by:

Listings NBA

New Dealers

45

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Hugh Abernethy

The Role of the Retail Strategic Sales (RSS) The RSS team sells the CAI platform across Retail Solutions consisting of: vAuto, KBB ICO, VIN, DDC, DMS, Accel Title, RTS, or XTM. The team engages at the corporate level for designated non-EDMS groups.

Accountabilities:

Sell Retail Platform: vAuto, KBB ICO, RTS, Accel Title, VIN, DDC, DMS or XTM

Achieve Your Target

Measured by:

Bookings

Attainment

46

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Chase Abbott

The Role of the Regional Sales Manager (RSM) & Inside RSM (iRSM) RSM and iRSM specialized teams own selling their respective products: vAuto, KBB ICO, VIN, DDC, DMS, Accel Title, F&I, RTS, or XTM

Accountabilities:

Sell your product: vAuto, KBB ICO, VIN, DDC, DMS, or XTM

Achieve Your Target

Measured by:

Bookings

Attainment

47

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Chase Abbott

The Role of the Upsell Rep Specialized teams own upselling their respective products to existing clients: VIN, DDC, DMS, or XTM

Accountabilities:

Upsell your product: VIN, DDC, DMS, or XTM

Achieve Your Target

Measured by:

Bookings

Attainment

48

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Chase Abbott

The Role of the iBDC IBDC blended teams own lead generation for their respective portfolio of products: VIN & DDC, or DMS & XTM

Accountabilities:

Pre-sell your product: VIN & DDC, or DMS & XTM

Achieve Your Target

Measured by:

Team MRR (Bookings)

Attainment

49

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Leader: Chase Abbott

The Role of the Product Consultant (Technical Role) Product Consultant team owns effective demonstrations of CAI Solutions

Accountabilities:

Demo Solutions Support Sales with Solution Selling Into Prospect Account Base

Assess needs Partner with Sales to Plan, Prepare, and Execute on Strategic Deals in Complex Sales Cycles

Solutioning Model Business Case that Clearly Communicates Value Proposition

Hit the number!

Achieve Your Target

Measured by:

Demos

Strategy calls

Bookings (MMR)

Attainment

50

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

INTERNAL ENGAGEMENT BEST PRACTICES AND CONTACTS

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Internal Engagements – Best Practices The following should act as high-level guidance regarding specific internal interaction. Connect with your leader for additional guidance, where needed.

Save Team • The Save Team is to be engaged when a client is signaling or has put in an official cancel notice • Provide the Save Team with history of client interactions and other pertinent details needed to speak knowledgably to the client.

Save Lists vAuto: vat.saveprovision@coxautoinc.com vAuto: vat.saveconquest@coxautoinc.com vAuto: vat.PTsave@coxautoinc.com vAuto: vat.SaveStockwave@coxautoinc.com Vin: Vin.vin-save@coxautoinc.com Xtime: xti.save@coxautoinc.com

Sales Business Office (SBO) • Multiple disciplines exist within the Sales Business Office in support of the Sales and PM organization.

Points of contact listed below for reference and escalation • Sales Strategy – Mark Blanchet, Jelena Staples, Hal Frediani

Sales Finance Office (SFO) • Sales Finance Office is the source of truth as it pertains to performance reporting, attainment, pipeline, and forecasting • Attainment reporting & Tableau – Sindy Mulvey • Pipeline, forecasting – Shelly Buerlein

• Compensation Admin • Service Now Ticket • Escalation: April Hightower • Quota – Bob Hepner • Territory – David Chun and Damon Flenar

• Transfer Process Here • Sales Operations – Service Now and 800 number.

• SFX Support Ticket. 1-833-588-1282 • •

•

Escalation: Andrea Chase-Ward

Sales Tools 1.

Service Now Ticket

2.

Escalation: Stephanie Keryc – SFX, DTK, Media, Joe Martin – Manheim

Leadership effectiveness •

Leadership SharePoint 52

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Internal Engagements – Best Practices The following should act as high-level guidance regarding specific internal interaction. Connect with your leader for additional guidance, where needed.

Billing Category

Standard Process

Escalation

Billing - General Inquiries (e.g., invoice pricing, credit status, cancelation timing, billing inquiries, etc.; Note: For Dealer.com (DDC) Retail Invoicing/Non-OEM Inquiries, see B2)

Cox Automotive Rates & Incentives (CAR&I)/AIS: RIBilling@coxautoinc.com Dealertrack: billing@dealertrack.com Dealer.com Retail Invoicing/Non-OEM Inquiries: caibilling2@coxautoinc.com F&I Express: FIE.Billing@coxautoinc.com Homenet: CAI-HMN-Billing@coxautoinc.com vAuto: vat.Billing@coxautoinc.com VinSolutions: vin.accountsreceivable@coxautoinc.com Xtime: xti.billing@coxautoinc.com Dealer.com Cancellation Creation/Internal Approvals: cancellations.dealertrack@coxautoinc.com Dealer.com Sales Quote Inquiries (if signed): caioembilling@coxautoinc.com Dealer.com Sales Quote Inquiries (if not signed): Service Station (CAI Sales Support) DDC OEM/VAR Billing Inquiries: caioembilling@coxautoinc.com

Preferred, team inbox: caibillingescalation@coxautoinc.com

SLA: 3 business days

Billing - Dealer.com (DDC) (Note: For DDC Retail Invoicing/Non-OEM inquiries, see B2) DDC Cancelations SLAs: Backdated cancelations - 24-48 hours Future-dated cancelations within 5 business days of request - 48 hours Future-dated cancelations more than 5 business days out from request - 5 business days

Josh Vaughn - Manager, Billing Support joshua.vaughn@coxautoinc.com

DDC Credit Escalations (preferred, team inbox): caioembilling@coxautoinc.com Sean Burns - Manager, AX Billing​ sean.burns@coxautoinc.com SLA: Within 30 days of approval

Sales Quote Inquiries SLA (must be signed): 24 hours OEM/VAR Billing Inquiries SLA: 3 business days Billing - Margin Assurance

margin.assurance@coxautoinc.com

Preferred, team inbox: margin.assurance@coxautoinc.com

SLA: 3 business days Becca Robare - Senior Manager, Margin Assurance rebecca.robare@coxautoinc.com Vin - Questions relating to the following should go to SAVE vin.vin-save@coxautoinc.com o Anything Cancel related – including Extends/Rescinds & Date issues o Credits needed for cancel related issues o Product Swaps o Contract Adjustments o Vin Connect o All other billing questions and inquires should be directed to vin.accountsreceivable@coxautoinc.com If there is a very pressing issue that has been not been resolved – Managers can send to caibillingescalation@coxautoinc.com

53

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Internal Engagements – Best Practices The following should act as high-level guidance regarding specific internal interaction. Connect with your leader for additional guidance, where needed.

Collections Category

Standard Process

Escalation

Collections - Dealer AR Inquries (e.g., independent or franchised dealerships)

RetailDealerAR@coxautoinc.com

Kevin Connelly, Senior Director, AR, kevin.connelly@coxautoinc.com

SLA: 24 hours

Kristen.Stickney, AR Senior Manager, kristen.stickney@coxautoinc.com Natasha Davis, AR Supervisor, natasha.davis@coxautoinc.com

Robert Quijano, AR Supervisor, robert.quijano@coxautoinc.com Collections - Non-Dealer AR Inquiries (e.g., OEMs, lenders, banks, ad agencies, etc.)

RetailCommercialAR@coxautoinc.com

SLA: 24 hours

Cash Application - SAP, RMB and AX payment applications (e.g., Refund Requests, Autopay Requests Reapplication Requests (misapplied or unapplied payments) Check Copy Requests, Intercompany Payments, Payment reconciliation, Write-off Requests) General SLA: 24-48 hours once recieved by department Refund Requests SLA: 2-4 weeks for entire process Intercompany Payments SLA: 5 business days

Travis Martin, Senior Director, AR, travis.martin@coxautoinc.com Rebekah Harder, Senior Manager, AR, rebekah.harder@coxautoinc.com

Internal Requests: Service Station (Cash Application Retail Solution Request) External Requests and ACH Remittance Details: RMB (ATC, ATX, HMN, KBB, NAT, VIN, VAT) and AX (DDC) Requests: AR@coxautoinc.com SAP (DealerTrack) Requests: creditonaccount.creditonaccount@coxautoinc.com RTS ACH Updates: rtsolrsreceivables@coxautoinc.com RTS Payment-Related Questions: rtscustomerinquiries1@coxautoinc.com

Tammy Aiken-Sullivan, Sr. Manager, Accounts Receivable/Accounts Payable tammy.aiken-sullivan@coxautoinc.com JoAnn Torres, Supervisor, Accounts Receivable/Accounts Payable joann.torres@coxautoinc.com

54

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Internal Engagements – Best Practices The following should act as high-level guidance regarding specific internal interaction. Connect with your leader for additional guidance, where needed.

•

Referrals

Buy - Sells

Used primarily for new business and in some cases upsell opportunities depending on brand (DTK, Xtime, Vin, DDC)

• The current buy-sell process works well and is being kept “as is” for the various teams

•

PMs are to engage with RSS or EDP on accounts/client items, progress, issues

• Top line priority is to maintain client experience.

Example: if the purchased account has rep coverage today, it needs rep coverage after being purchased

•

For groups where multiple local PMs are involved, a PM must be identified (single point of contact) to advise the client corporate structure of CAI actions happening locally

• If a dealer is within a client group of dealers, the dealer will be added to test Ops PM if the PM has other stores within the test group

•

Fluent “open line of communication” must be maintained so RSS and EDP leaders understand plans of actions and RoE for clients

•

Escalation path for referral credit: April Hightower

•

Escalation path for technical issues. First line for request is a Service now ticket. If no resolution, escalate to Stephanie Keryc or Joe Martin as depicted below. 3 Day SLA 1.

Service Now Ticket

2.

Stephanie Keryc – SFX, DTK, Media

3.

Joe Martin – Manheim

RSS and EDP

• Buy Sells stores will retain their “premier or nonpremier” status • If dealer a single rooftop, the dealer will be assigned to PM outside of test Ops PM participants

55

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Internal Engagements – Best Practices The following should act as high-level guidance regarding specific internal interaction. Connect with your leader for additional guidance, where needed.

Reporting and Tool Contacts •

•

PM performance reporting, attainment, pipeline reporting owned by Sales Finance Office (SFO)

Implementation \ Training • PMs are not regularly involved in implementation but may sit in to listen to session

•

Financial reporting – Sindy Mulvey

• May participate in “power launches”

•

Pipeline and forecasting – Shelly Buerlein

• If there is a challenged install, the PM would reach out the Implementation manager to work together to solve the problem and possibly engage post-install team

Escalation path for SFDC technical issues.

First line for request is a Service now ticket. If no resolution, escalate to Stephanie Keryc or Joe Martin as depicted below. 3 Day SLA 1.

Service Now Ticket

2.

Stephanie Keryc – SFX, DTK, Media

3.

Joe Martin – Manheim

Dealer Performance Consultant (DPC) • Xtime – OEM focused Mazda, Subaru

• Implementation contact: Susan Moll • Training contact: Scott Thomas

56

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Internal Engagements – Best Practices Technical Support – PM Case Resolution Reasonable PM expectation: 1-2 hours per week

If issue time > 15 mins Contact Support

Provide dealer contact via email template or call.

Required.

Exception. Tracking of internal ticket where dealer notification is not required.

Standardized 3day process to notify the dealer and PM on closed cases​

Call and Email support attempts for 3-day period.

Support will contact PM if 1) no dealer contact provided 2) dealer is unresponsive for 3 days.

Standardized note entry (Status update, Next steps, additional needs)

Cases escalated to product development a PM will need to contact support for updates due to product owning updates.

Expectation that support enters consistent notes and expectation that PMs read notes before reaching back out to support.

In cases where notes are not provided; contact support leaders.

57

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Internal Engagements – Best Practices Client Training – Ongoing Training Scenario: Due to lack of dealership buyin, utilization or retainment of the software functionality

Scenario: Training new hire personnel at the dealership.

Reasonable PM expectation: 2-3 hours per month

Reasonable PM expectation: 1-2 hours per month

Use Existing Training in Place

Use Existing Training in Place

PM will utilize same process in place today.

PM will utilize same process in place today.

Communicate Live training sessions available; Xtime, Vin daily

Communicate Live training sessions available; Xtime, Vin daily

Functionality trainings • Instructor led training; Utilize standard request for virtual or in-person training.

• DMS – on-site only • Xtime, VIN – both • DDC, F&I – PM or AM led • vAuto – virtual or on-site

Leverage on-demand courses where available • Xtime University • Vin – eAcaemy

In-person training when requested for all brands

58

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

COMPENSATION ADJUSTMENTS AND INQUIRIES

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Commissions Adjustments and Inquiries Commissions Adjustments & Inquiries Process

Commissions Cycle Timeline and Process

Submit requests via a Service Now (SNOW) ticket: CAI Sales Support Intake Form

*Calendar of deadlines sent out each month to align with that month’s payroll deadlines

“How can we help you today?”, select “Commissions Issues/Inquiries”

*Business Unit = Legacy Retail

**Commissions team will notify ICs when Prelims and Finals are ready to review in Incent.

•

•

•

**For efficiency, please submit 1 ticket per round of adjustments for your entire team *It’s not necessary to put a lot of details in the “additional details” section if everything is in the adjustments form supplied by the commissions team. Sample form: LINK TO BE ADDED **The bottom right corner of the form has an “Add attachments” link to attach the adjustments form or any other evidence you need (emails, screenshots, etc.)

•

*Round 1 for Prelims, Round 2 for Finals and a “Last Chance” deadline. **Be aware that when data is being refreshed in Incent, it will often be removed and uploaded again with the revised results.

We advise against reviewing results after the adjustments deadlines until you receive notification that results are ready to review.

Duplicate inquiries slow down the process.

Common Adjustment Types •

Out of Business dealers (NBA or Retention relief, as applicable)

•

Buy/Sells (NBA or Retention relief, as applicable)

•

Missing NBA due to unassigned account

•

Churn or downsell NBA belongs to prior owner due to recent account transfer

•

SFX and/or billing issues that result in incorrect NBA or incorrect timing of NBA (e.g., aligning cancels/installs for upgrades and downgrades)

•

Missing referrals pay

Contacts: April Hightower Norman (Director): Client Success focus and all teams general inquiries Matt Greve (Sr Manager): All teams general inquiries Ryan Roppe (Manager): Operations and Vin focus and all teams general inquiries Kelly Washington: DDC Heather Picchietti: vAuto

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

REFERENCES/ LINKS (1): TRAINING, CONTENT, DASHBOARDS, TOOLS

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

References/ Links: Training, Content, Dashboards, Tools Systems and Tools

Training

Salesforce.com • SFX – vAuto, Vin • DTK – DMS, F&I, RTS, Accel Title • Media – Listings, DDC, KBB ICO

General • Thought Leadership • Challenger Messaging (Seismic)\ • CAI Platform Challenger Messaging • Cox Auto Retail Solutions Challenger Message • Leadership

Systems • vAuto App - vAuto app • DMS - DTK • VIN - VIN CRM • Xtime - Xtime • DDC - DDC

Reporting • • • • •

PM NBA Comp (SFO) – All PM Teams SFX PM NBA BoB (SFO) – vAuto,Vin,Xtime Operational KPIs (IT) – All PM Teams Cox Auto Consolidated Assignments – All PM Teams GoToMeeting Reporting – DMS, Xtime, Ops PM

DDC & DTK specific on next slide DDC SharePoint site

BU Specific • See following slides

Marketing Tools • • • • • • • • • • • • • • •

Cox Automotive Integrations Site (PW: Oakbrook ) Case Studies Competitive Intel Testimonials Infographics (Seismic) Sales & PM Evolution Dealer FAQs IMS Hub Client Success Seismic Ops PM Seismic VIN Replacement Doc DDC Replacement Doc DMS Replacement Doc XTM Replacement Doc IMS Replacement Doc RTS Replacement Doc 62

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

References/ Links: Training, Content, Dashboards, Tools HRBP Contacts / Content

Administrative

Contacts:

Expenses • If you are experiencing issues with getting expenses approved during this time, please reach out to Tarica Dudley who can assist with Concur troubleshooting • Workday

Erica Slaymaker erica.slaymaker@coxautoinc.com • Cassidy Vreeeke, Chris Hawthorne, Mark Vickery, Laurela Johnson laurela.johnson@coxautoinc.com • Amanda McCord, Christian Hanna, Luis Vargas, Kathi Neuman Gina Walker gina.walker@coxautoinc.com • Randy Wilson, Matt Kirkland Content • Performance Mgmt. Process (Grow & PIP) Overview Retail Sales Perf Mgmt _ 5.22.pptx

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CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

References/ Links: Training, Content, Dashboards, Tools DTK Reporting

• DMS cancel file: DMS Cancellation Report FINAL MASTER11.xlsx • DMS PM Dashboard - https://dealertrack-production.my.salesforce.com/01Z4y0000013uVC • DMS PM Manager Dashboard - https://dealertrack-production.my.salesforce.com/01Z4y000000bON2 • DMS PM Account assignments- New DMS clients to be assigned come in here for us to assign - https://dealertrackproduction.my.salesforce.com/00O0e000005kqS3 • DMS PM Task Report - https://dealertrack-production.my.salesforce.com/00ODo0000018rP5 • DMS - Medallia for Dealer Voice survey response https://coxautomotive.medallia.com/sso/coxauto/pages/675?roleId=6713&f.calculation=23&f.timeperiod=355&f.reportingdate=e_responsedate&alreftoken=%2238f097cbde8b82880ada3739ea7e90ee%22

• F&I Director PBI - https://app.powerbi.com/groups/me/reports/e25919e6-22fc-4444-9d5b6e829e29430b/ReportSectiond45c4ffb7ba851f4247e?ctid=7c7fea3f-e205-448e-b10a701c54916e39&openReportSource=ReportInvitation&experience=power-bi

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CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

References/ Links: Training, Content, Dashboards, Tools Xtime Reporting

• LSE PBI: https://app.powerbi.com/groups/me/reports/693e7728-da89-4eda-8680-7afa25329db4/ReportSection?ctid=7c7fea3f-e205-448e-b10a701c54916e39&experience=power-bi&bookmarkGuid=c745f801-0fc0-4edf-8918-69fe1eff41f0 • Xtime PM Dashboard - https://dealertrack-production.my.salesforce.com/01ZDo000000c8mD (sending recap emails, cancels are not entirely • Xtime cancel file: Cancellations 2023.xlsx

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CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

References/ Links: Training, Content, Dashboards, Tools Training Xtime On/Demand Offerings: • Xtime University – can be accessed by logging into Xtime.com > load instance > select “Help” > Training.

• Xtime offers full access to Xtime University platform which houses On-demand training videos as well as the virtual training classes hosted by the Implementation Client Training team. (Kimberlee Herr’s team helps maintain the Xtime University platform and content loaded onto Cornerstone)

Training VinSolutions

• • •

On-Demand Offerings: VinSolutions’s eAcademy – please review the following for logging in: Click here!

VinSolutions Connect offers full access to eAcademy platform which houses On-demand training videos as well as the virtual training classes hosted by the Implementation Client Training team. (Kimberlee Herr’s team helps maintain the eAcademy platform content)

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CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

References/ Links: Training, Content, Dashboards, Tools Training

Training

DDC

DealerTrack DMS

On/Demand Offerings: • Each team at DDC (from Advertising to Managed Services to Performance Management) possesses its own SharePoint chockfull of training content. Depending on what you need to know from DDC, we would be able to provide a better idea of where the training content is stored or if my team could assist in virtual instructor-led training.

• In Dealer.com’s website interface, the Control Center contains some client tutorials. Dealers and CAI employees may access this from their general navigation.

•

•

DMS 360: Offers On-Demand Training Videos for new users and refreshers for current users. This can be broken down into OnDemand and New Hires: o On-Demand Videos: On-demand, self-paced interactive learning. Clients can access them by selecting the Learn dropdown in the DMS 360 navigation menu or searching for training videos in DMS 360. o New User Training: DMS foundations training is available ondemand for new users, or users needing a refresher course.

Clients can access them by selecting the Learn dropdown in the DMS 360 navigation menu.

Additionally, we can set up learners to take modules on our Client Learning Center. Please reach out to Kimberlee Herr (Instructional Design Manager) for access.

Training Consumer Solutions • Media Sales Seismic Page: https://coxautomotive.seismic.com/app#/profileview/061579124bae-f0fc-f42c-e6e4fb888041/landing • Consumer Solutions NADA Assets Seismic folders: https://coxautomotive.seismic.com/Link/Folder/DCdecf76 67

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

REFERENCES/ LINKS (2): SUPPORT MATERIALS/ CONTACTS/ ESCALATIONS

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Support Contact List Team

Support List Support hours: 6a-6p MST M-F Phone: 516-300-5511

DMS

DTDMS Email: CAI - DTDMS – SupportAssist, DTDMS-SupportAssist@coxautoinc.com

Internal Escalation path: CAI - DSS – AssistLeadership, dss.assistleadership@coxautoinc.com Support Hours: 7a-7p CST M-F and 8a-5p on Saturday ▪ on-call for after-hours and Sunday

F&I

Phone: (516)300-5972 FI Assist Email: FIAssistDesk@coxautoinc.com Internal Escalation path: CAI - SupportF&ILeaders, SupportF&ILeaders@coxautoinc.com Support hours: 8a-5p EST M-F

Accelerated Title

AT does not have a phone number at this time. Email-only Email and Escalation path: AT-DealerSupportRequest@coxautoinc.com or contact Matthew Cox at 937-408-9621 Support hours: 8a – 1a Mon-Sat EST and 9a – 1a on Sunday

RTS

Field Support email - RTS-CS-FIELDSUPPORT@coxautoinc.com Internal Escalation path: CAI - RTS CS Management, RTS-CS-Management@coxautoinc.com

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CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Support Contact List Team

Support CAI - VAT – Support: vat.support@coxautoinc.com Technical Support Hours: 7am – 8:30pm CST, Technical Support: 877-828-8614 option 2 Email to case address for vAuto Support team; please include Dealer Name, MP # if Possible and CA ID#

Escalation Path: CAI - VAT - PM Escalations - vat.PMEscalations@coxautoinc.com - Email with Director approval

vAuto

Billing Team vat.billing@coxautoinc.com vAuto Invoice Submit all vAuto invoice requests to vAuto@billing.com Domo (Prospecting tool used by VinSolutions/vAuto to identify whitespace by product and region) vat.issdomosupport@coxautoinc.com Send email & provide Territory Name/Number & the name of your manager to mirror access

vAuto Product Resources - vAuto Product Resources Price for vAuto Products: CAI - VAT - Price vat.price@coxautoinc.com

Team

KBB ICO

Support

Description

General ICO Support cai.icooperations@coxautoinc.com

All general ICO support (questions, troubleshooting, escalations, training requests etc)

Cancellations Saveico@coxautoinc.com

Cancellations and Downsells

ICO at Risk icoatrisk@coxautoinc.com

Questions from outside teams for any ICO issue where a client is considered ‘at risk’

*Please let Support know if they are on speaker phone with the Dealer 70

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Support Contact List Team

Support Dealer Support M-F 8am-8pm, Sat 9-6pm cai.DealerSupportEmails.@coxautoinc.com Phone 877-353-9360 Autotrader Cancel Email cai.cancellation@coxautoinc.com Sales Enablement Desk- Autotrader Contracting Help salesenablementdesk@coxautoinc.com Phone: 833-588-1282- or create a ticket here

Listings

Autotrader Inventory Support Cai.inventorytechsupport@coxautoinc.com Phone: 877-353-9360

Advanced Ads Help/Assistance advanceadsavails@coxautoinc.com AdvancedAdsCampaignMgmt@coxautoinc.com Accelerate My Deal (DR) Questions/Help isolddr@coxautoinc.com Teams link for DR Dealer Site Dealer Site (Listings Solution) Fastlane Fastlane Co-Op & DMD DMD and Co-op - Home (sharepoint.com)

*Please let Support know if they are on speaker phone with the Dealer

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Support Contact List Team

Vin

Support Support email: vin.support@coxautoinc.com Support #: 800-980-7488 Technical Support Hours: M-F 7am-8pm CST Sat 8am-6pm CST Internal Escalation path: vin.Escalations@coxautoinc.com Billing team: vin.vin-accountspayable@coxautoinc.com Submit all invoice request to: vin.vin-accountspayable@coxautoinc.com Support email: xti.support@coxautoinc.com Support # # 866-984-6355 Technical Support Hours: M-F 6am-7pm CST Sat 8am-5pm CST Internal Escalation path: RetailSupportEscalations@coxautoinc.com or xti.SupportAssist@coxautoinc.com

Xtime Billing team Info: xti.billing@coxautoinc.com.

Submit all invoice request to: xti.billing@coxautoinc.com.

Support hours: 8:30a - 7:45p EST M-F and 9a -3p EST Saturday Email - hmn.support@coxautoinc.com

Homenet Escalation Path: CAI - HMN - 911 <hmn.HMN-911@coxautoinc.com - Email with Director approval

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Support Contact List Team

Support Support Email: • Clients should contact support via this form: https://www.dealer.com/support/requestform/

Dealer.com

• PMs should submit tickets via this form: https://www.dealer.com/support/pm Support #: 888-895-2994 Support Hours: 8 AM – 8 PM EST Internal Escalation path: https://www.dealer.com/support/escalation/

/

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Support Contact List Cancellation Email List vAuto: CAI - VAT - OneSave

vat.OneSave@coxautoinc.com

Vin Solutions: CAI - VIN - vin-save

Vin.vin-save@coxautoinc.com

Xtime: CAI - XTI - SAVE

xti.save@coxautoinc.com

KBB ICO: CAI - KBB - ICO Save

saveico@coxautoinc.com

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Cancellation process by business (1 of 5) Cancellation received Vin SME: Jeremy Cowgill, Paula Kaufman, Josh Vaughn

vAuto SME: Aaron Proctor, Kathi Neuman, Josh Vaughn, Paula Kaufman

Xtime SME: Damon Flenar, Stephanie Haskins, Sara Gray

Risk & retention attempt

Save or partial save

If R&R is working with the client, they work with the PM to contact and try to save. If no R&R, PM works to save

PM updates the CPQ quote to reflect status of R&R efforts; if working with the save team their approval is needed

Who: Anyone who receives notification

Who: R&R or PM, depends on scenario

Who: PM

CAI-VAT - Save Provision Email notification to the proper Save Distro List; PM creates Opp, CAI-VAT –Save Conquest R&R currently receives Downsells CAI- VAT - Save only (iRecon does not go to Save) Stockwave CAI - VAT ProftTimeSave CAI - VAT Save Who: Anyone who receives notification

If R&R is working, work with PM to contact and try to save

PM updates the CPQ quote to reflect status of R&R efforts; if working with the save team their approval is needed​

Who: R&R and PM

Who: PM

Who: Josh Vaughn, Paula Kaufman Who takes down: IMP team

PM tries to resolve on their own or with their manager, if not able, get R&R involved

Currently Sara Gray, will mirror VIN/VAT

Sara creates the Opp, but Josh creates order and pushes through

Email notification to the proper Save Distro List; PM creates Opp, PM decides whether to involve R&R

Temp process until R4; will eventually mirror Vin/VAT, today Sara Gray creates all Opp Who: Anyone who receives notification

Save distro info Vin.vin-save@coxautoinc.com For requests rec’d in writing; vin.escalations@coxautoinc.c om Used for verbal requests

xti.save@coxautoinc.co m

Who: R&R and PM

Product deactivated Move from pending cancelation to create order, review and submit, push to billing system on bill through date.

Work off dashboard reporting to deactivate product billing- also deactivates product itself.

Who: Paula Kaufman Who takes down: Josh Vaughn’s billing team Josh Vaughn creates order, pushes through to billing

Who: PM Who: Sara Gray, Josh Vaughn’s billing team Who takes down: Damon Flenar

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Cancellation process by business (2 of 5) Cancellation received

KBB ICO SME: Kathi Neuman, Travis Coomer, Brian Wolf, Chris Barrios- Hunter, Vanessa, Dave Barry

DDC OEM SME: R&R team,

Courtney Piper , SMW for OEM - Leesa Butler, Billing SME Sean Burns,(paternity leave) Maureen Conway

DDC non-OEM SME: R&R team, Courtney Piper , SMW for OEM - Leesa Butler, Billing SME Sean Burns,(paternity leave) Maureen Conway

Save distro info

Risk & retention attempt

Save or partial save

Product deactivated

CAI - KBB - ICO Save saveico@coxautoinc.co m

If R&R is working, work with PM to contact and try to save

Re-contract if downgrade, comes from PM Ops (Travis) or ICO Ops

ICO Operations Team puts into Pending Cancel and adjust date accordingly based on the situation (Fast Cancel, normal, etc.)

Who: Anyone who receives notification

Who: R&R and PM

Who: PM (PC team for stand-alone without vAuto)

Aligned by manager assigned Client directly or from the OEM; Retention Manager. process is different for each Katie Vander Kraats intermediary, but most require Katie.VanderKraats@coxautoinc.co the client to go to the OEM or the m portal to update enrollment, Taggart Ramsey currently OEM team emails PM Taggart.Ramsey@coxautoinc.com for awareness Adam Gray – Who: Dealer or OEM team Adam.Gray@coxautoinc.com

PM will try to save but with OEM there is usually a very small window so by the time they know there is a cancel they have usually onboarded with their new vendor

PM is required to fill out cancel reason codes, read notes, cancellation reason, subcategory and vendor and this goes to cancellation reporting

Who: PM

Who: PM

Email notification to Proper Save Distro List

Who: Anyone who receives the notification

Aligned by manager assigned Retention Manager.

Katie Vander Kraats Katie.VanderKraats@coxautoinc.com Taggart Ramsey Taggart.Ramsey@coxautoinc.com Adam Gray – Adam.Gray@coxautoinc.com

Who: PM

PM - Creates the opportunity and completes cancellation reasons, etc.

BT -creates the quote and submits for cancellation Who: PM & Billing Team

Who takes down: David Barry's team Order generated by Prince, reviewed and then sent to billing system

Who takes down: Billing TeamSean Burns & Maureen Conway Cancellation team (1 person contractor) creates CPQ and submits for review and processing.

Who takes down: Billing TeamSean Burns & Maureen Conway 76

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Cancellation process by business (4 of 5) Cancellation received Cox Media SME: Carolyn Rollins

Direct email. Cases are generated in SFX, worked by the Contract Support Team.

Small % of dealers call into Support and are instructed to send an email to the cancellation distro.

Save distro info

Cai.Cancellation@coxa utoinc.com or Cai.cancellationescalat ion@coxautoinc.com Who: Contract Support team

Risk & retention attempt

Retention requests go via email to the cancellation queue. A save/rescind is completed and the TM verifies contracts are back in active status.

Save or partial save

CSMs work with their managers to save all .

Requests to rescind come from Sales, CSMs, DOS and PMs

Product deactivated Who: Carolyn Rollins team/ Contract Support team Who takes down: Carolyn Rollins Product removal and deactivation is automated.

Some products removed by IMP team.

Who: Sales, CSM, DOS, PM.

Cox OEM SME: Michael Dubose

Cox RSS SME: Michael Dubose

Direct contact or email.

Sales & Campaign strategist work closely with their clients and are the primary contact

Campaign Strategist and Sales typically create the case

Team is notified, but it is passed to the PM for the BU- see BU and follow that process

N/A

N/A

N/A

Who: Through Ad book Who takes down: Ad Operations Team

N/A

N/A

N/A

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Cancellation process by business (3 of 5) Cancellation received

Dealertrack F&I

Save distro info

Today, if client emails billing, they immediately cancel

billing@dealertrack.com

SME: Dave Rankel

Dealertrack DMS SME: Randy Wilson, Josh Vaughn, Reed Holland

DTK – CMS DDS SME: Jill Peterson Tina Barr

Risk & retention attempt F&I Account Manager would get at risk email and if client is Premier Service they will try to save

Save or partial save

Billing deactivates (SAP) Who: PM

Who: Josh Vaughn’s billing team Who takes down: SAP automatically shuts off product

Who: Dealer sends to Billing

Who: Dealer send to Billing

Who: PM

Dealer ask for data & gives advance notice to potential DMS cancel months in advance

1 - distro for data request 1 - when cancellation letter received

(Contract Dependent) PM looped in after letter of intent to cancel received Sr PM Managers talk to client.

Who: Randy Wilson, Sr. Managers

Save or Cancel, no partials unless module only cancels

Jill Peterson’s team will go back and forth and renegotiate if needed

N/A

Who: Accounting team, billing team & PM leadership

Lender sends email to distro list that creates a ServiceNow case

Who: Jill Peterson manages and assigns tickets to her team

VINTEK dtcmssupport@coxautoinc.com TMS cms-service@coxautoinc.com Who: ServiceNow

Who: Jill Peterson service team

Product deactivated

Who: Currently Randy Wilson or Sr Mgr. Future-TBD

Josh Vaughn’s billing team ends billing (SAP) Who: Josh Vaughn’s team Who takes down: Reed Holland, DMS Team deactivates product

SRF, complete action items and term letter Rec'd, notify IMP (distro group must be notified) Who: Jill Peterson Who takes down: Tina Barr's Implementation Team

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Cancellation process by business (5 of 5) Cancellation received

Cox Enterprise Dealer SME: Michael Dubose

Team is notified but it is passed to the PM for the BU- see BU and follow that process

Save distro info

N/A

Risk & retention attempt

N/A

Save or partial save

N/A

Product deactivated N/A

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Support Contact List

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Support Contact List

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vAuto Common Issues vAuto Common Issues

How to Solve before calling Support

Price Null Requests Export/feed setups/ Photo feed issues Missing trim/ series in conquest Repairing disabled Autotrader API and associated PPC issues Turning the Appraisal Audit report on per user Inaccuracies or omissions pertaining to Merchandising Please see the following slides Bulk reset the out of alignment vehicles in Conquest Adding Listing Logic

Adding cost fields to appraisal screen QR code issues Window stickers Spotlight management issues *Please let Support know if they are on speaker phone with the Dealer 82

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

vAuto PM Center Utilize the PM Center to achieve most common stetting changes and customizations.

There should be no reason to need to contact Support for any of these actions anymore.

PM Center Job Aid.docx

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

vAuto Price Null Requests Need the following information for Support to set up correct codes.

Is this for: New, Used or Both Is this for: List Price, Other Price or Both

What is the Start Date What is the End Date Are they syndicating with vAuto?

NOTE: Price Nulls should start and end Monday-Friday during normal business hours.

While we can remove the prices for the vehicles that fit the criteria above, we are unable to provide guarantees that the prices will be completely removed from the web. Therefore, if we were to proceed with nulling the prices in vAuto, we recommend following up with your third-party vendors to ensure the successful completion of the price null.

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

vAuto Export/Feed Setups/Photo feed issues Utilize the Syndication Summary page and see if there are exports already in place for the needed vendor.

If a new feed is needed, provide the following information: Name of the 3rd party vendor Export just Used, just New, or Both Who is the contact at the dealership to provide authorization Note: almost all vendors will need written authorization from the dealership to change inventory and/or photo sources.

We can email the vendor, but the dealer will need to REPLY ALL with their authorization.

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

vAuto Missing Trim/Series in Conquest •

Typically, this will be a decode issue

•

Case escalated to Level 3

•

Meaning we don’t have enough data to properly decode the VIN all the way up to the correct series

•

Level 3 research current data points in our DBs

•

Dealers can always manually enter it in vAuto if it’s needed immediately

•

Level 3 contacts Autodata with provided information

•

Wait for Autodata to adjust on their end and push us new files

•

vAuto runs a weekly all data refresh process, must wait for this to complete before any changes are seen

•

Can be timing issues

•

Support is powerless to speed up this process

•

Support decode case process •

What we need: •

Provide us the full VIN(s)

•

Provide us what the series or other attribute is supposed to be

•

Helps if there is an accompanying build sheet from the dealer

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

vAuto Customer Issues Conquest Mass Realignment

Add Listing Logic / Cost fields to Appraisals

A mass re-alignment can be done for the entire account if the dealer requests.

• App Request case

Keep in mind this can be done for the whole account and not just certain makes, model, etc.

Also, this process is not reversible.

If dealer is okay with this, they must submit a written request via Support box and a case must be created.

Maybe added to PM Center in the future.

• Maybe added to PM Center in the future

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Sign-In Issues Password and login issues Use the self-service UN recovery and PW reset tools These pages and functions were updated and revamped based on PM and dealer feedback Bridge Related issues Bridge isn’t automatic Understand that a user must sign into a Cox BU first, then attach their other Solutions to their Bridge ID Once attached you will always sign in with your Bridge ID – not the different Solution credentials

vAuto Pending Prices Understanding this page

| FOR DISCUSSION Pending Price Change issuesCONFIDENTIAL CONFIDENTIAL • Know how to read the page • Just because there are vehicles in the report doesn’t mean something is broken • Remember that by default only Retail and Published vehicles get their data exported to 3rd party site vendors • • •

• •

The dealer changed the price to $57,998 The account is setup to look at AutoTrader as the Source Site The vehicle will remain on this site, until we see $57,998 on AutoTrader We sent the price update to ADP (CDK/Sincro/Cobalt) successfully The price needs to get from there to AutoTrader

Use the VIN Diagnose page to find the vehicle on AutoTrader or any other site we see it

• Can easily see that CDK(Cobalt) has the correct price on their site.

• But there is NO price seen on AutoTrader.

• All evidence tells us then there is some issue between their Syndication provider, CDK and AutoTrader.

• Dealer can resolve the issue by contacting CDK support and finding out why AutoTrader is not updating.

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Merchandising Page

• Data is not live • Lot of data depends on feeds from the providers • Data is not controllable or can be manipulated by Support • Refer to PM One Sheeter for more details • Merch One-Sheeter for PMs.pptx

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Listings Common Issues Listings Common Issues

How to troubleshoot?

Password reset

Dealersite: Manage Account – Manage Users

Dealership Details

Dealersite: Advertising Products – Dealership Merch

Inventory Feed Issues

Call Dealer support: 1-800-353-9350

Billing Inquiry

Call Dealer support: 1-800-353-9350

Bridge ID

nVision: Control Center Configuration – Manage Users

CRM address (falling off or not added)

Dealersite: Manage Account – Dealership Profile

Photo Issues

Feed issue? Call Dealer support: 1-800-353-9350 Uploading? Use Inventory Feed (Homenet, vAuto, etc.)

Pricing not coming over (common for new cars)

Call Dealer support: 1-800-353-9350

Rebate information not coming over correctly

Call Dealer support: 1-800-353-9350

Contracting errors/ Questions

Call Dealer support: 1-800-353-9350

Tracking numbers getting spammed or not correct

Dealersite: Manage Account – Call tracking

Alpha’s & display not showing correctly

Call Dealer support: 1-800-353-9350

Chat or Text handling

Call Dealer support: 1-800-353-9350

For Dealer support Inquiries you can also Text!

833-990-2724 SVOC and Deal Name Needed

Click here for Texting Best Practices 91

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ICO Common Issues ICO Common Issues

How to troubleshoot?

ICO Admin Tool site not working Product Integrations (vAuto / xTime) Product Information Lead Delivery Issues Dealer Website Installation Issues

Email for Support: cai.icooperations@coxautoinc.com

Contract Delivery Issues/Question Billing and/or Credit Inquiry Bridge ID

KBB ICO Auction List

ICO Offer Values

Password Help ICO – The Learning Academy

ICO Post Sale Details

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VinSolutions Common Issues VinSolutions Common Issues

How to troubleshoot

VinSolutions Technical Support

Vin support: Toll Free: (800) 980-7488. Local: (913) 825-6124. Email: vin.support@coxautoinc.com Link to selfhelp: VinSolutions Self Help Knowledgebase

Employee Password reset

Service Station - Report an Issue with an Application or Request Application Access.

Employee Bridge iD resets

Vin support: Toll Free: (800) 980-7488. Local: (913) 825-6124. Email: vin.support@coxautoinc.com Links to selfhelp: Bridge iD Resource link Bridge iD Job Aid

Dealer 1:1 Training Requests/Add-On training from PM

Complete SFX – Request for Training.

POC Director, Client IMP Service Daniel Gooch: daniel.gooch@coxautoinc.com.

For Help using Microsoft Bookings

Dealer Training on Demand

VinSolutions eAcademy Training link

Dealer Custom report requests, Sales/Service Process Customization, Email template customization, Dealer Custom Form Mapping Requests (Dealer Forms - purchase/buyer's orders, credit apps, trade payoffs, compliance etc.)

APM Team - vin.AssociatePMTeam@coxautoinc.com

Dealer Billing/Account credits

Email: vin.vin-save@coxautoinc.com Cancel but nothing in writing email: Vin.escalations@coxautoinc.com

Employee Commissions Compensation/Pay Issues (NBA)

Sales Commissions email: *Ryan Roppe

Cancellations

Complete via SFX Contact Retention Team: vin.vin-save@coxautoinc.com ; Vin.escalations@coxautoinc.com Legacy SF Process word doc

Managed Services AMP

SFX to locate MAM (Marketing Account Manager) Leaders to contact at Managed Services: Terry Collins/ Jennifer Connors

Referral Process

Complete in SFX Referral Process PDF.

Issues with newly launched accounts

VinSolutions Implementation/Client Training contacts: Daniel Gooch(Director).

Integration Issues

Vin support: Toll Free: (800) 980-7488. Local: (913) 825-6124. Email: vin.support@coxautoinc.com Cox Integration Website link Password: Oakbrook

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CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Xtime Common Issues Xtime Common Issues

How to troubleshoot

Issues with newly deployed accounts

Implementation Contact: xti.OnboardingEscalation@coxautoinc.com

Dealer Request for training

PM Training Request Form Submission link Unpaid Training Request - contact Phil Milazzo phillip.milazzo@coxautoinc.com Cody Martin is a dedicated trainer for the PM team.

Paid Training Request Post 90 days ($3500) - contact Gerald Gregory gerald.gregory@coxautoinc.com

OnDemand & Live training for dealers

Xtime University via Xtime.com

Price and Opcode updates, Menu updates, Labor grids, Reporting, Form updates, Schedule updates, Appointment Transfers, Team Setups, Dealer Info updates/Localizations (XDI Xeter) Legacy, Outbound (Canada)

XTI - PM Operations Management Analyst Team email: xti.omateam@coxautoinc.com

Xtime Technical Support, Bridge iD reset, Employe Bridge iD reset, Scoping dealer users (PM or support only)

phone: 844-279-2063 email: xti.supportassist@coxautoinc.com XTI Bridge iD link to resources

Client Billing Issues

email: xti.billing@coxautoinc.com

Employee Compensation, Pay, Commission issues

Sales Commissions email: *Ryan Roppe, or April Hightower Norman, Austin Beckner, Matthew Greve.

Cancellations

Contact Sara Gray - xti.save@coxautoinc.com OEM email: xti.cancelconract@coxautoinc.com

Account Credit requests

Complete in SFX Credits <$500 or below no approval required. Credits $500-$1000 Manager approval required. Credits >$1000 Director Approval required. Credit status email: xti.accountsreceivable.com

Invite – Managed Services

Email Invite Help Desk: invitehelpdesk@coxautoinc.com Xtime Invite Fuel link xtime/Invite Salesforce Process SFX locate Account Manager

Integration Issues

XTI Support Phone: 866-984-6355 or support@xtime.com XTI Assist Desk - All tickets/escalations must start here - 844-279-2063 XTI.SUPPORTASSIST@COXAUTOINC.COM 1st escalation path - immediate attention needed, aging tickets - Assist Desk Leadership DSS.ASSISTLEADERSHIP@COXAUTOINC.COM Only use when all other escalation paths have not produced a fix - XTI.ESCALATE@COXAUTOINC.COM Notifications escalations - DSS.NOTIFICATIONSESCALATIONS@COXAUTOINC.COM Cox Integration Website link

OEM Program Management

Xtime OEM Program Matrix Smartsheet 94

CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

Dealer.com Common Issues Dealer.com Common Issues

How to troubleshoot

Dealer.com Technical Support Issues

Phone: 888-895-2994, Email: ddc_support@coxautoinc.com, Support Request Form Link

Bridge iD issues

DDC Support - Phone: 888-895-2994, Email: ddc_support@coxautoinc.com, Support Request Form Link Bridge iD resources link

Data Analysts (Spec Ops)

Data Analyst Leader – Yvonne Morris. Support + Performance Management Matrix link

OEM Services & Brand Specialists

OEM Services Brand Resources Link

Billing Issues

Performance Management: Billing Process link

Compensation, Pay, Commissions, Cancellations, Incentive issues

Incentive & OEM/Retail Cancellation Resources link

Referral submission & tracking issues

Performance Management Referrals & SPIFFS link

Product Downgrade process

DDC Cancellation Space link

Account Credit Opportunity for Web/Advertising/ Digital Retailing

Creating A Web/Advertising/DR Credit Opportunity in Salesforce link

DMS Integration

DMS & Account ID Opportunity Creation & Quote Process

NBA Comp Adjustment Form

NBA Comp Adjustment Form link

Buy/Sell Process

Buy/Sell Process - Performance Management link

PM OPS Questions

PM Readiness Coverage Plan link

PM Leadership Sharepoint

PM Leadership Sharepoint link

DDC PM Toolkit

DDC PM Toolkit link

PM Dashboard issues

Contact Courtney Piper - Courtney.Piper@coxautoinc.com

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CONFIDENTIAL CONFIDENTIAL | FOR DISCUSSION

DT DMS Common Issues DT DMS Common Issues

How to troubleshoot

DT DMS Technical Support

phone:(800)429-3377 PM - Support Assist DTDMS - SupportAssist@coxautoinc.com; PM escalation support contacts: Martin Alfred Martin.Alfred@coxautoinc.com; Roger Welsh Roger.Welsh@coxautoinc.com

Bridge iD for Employees & Client

phone:(800)429-3377 DT DMS Support website link

DMS 360 knowledgebase - DMS Self Service Support

DMS 360 link

Issues with New Account (change requests to maintenance contract, service contract, etc.)

phone:(800) 429-3377 email: Support Assist DTDMS - SupportAssist@coxautoinc.com

Corrections for Parts, Service, and GL forms (Logos & RO verbiage)

DMS- Core Forms DMSCoreForms@coxautoinc.com

Client needs a new laser form programmed (Contract Fees displaying incorrectly)

CAI - Laser Forms LaserForms@coxautoinc.com

Clients need to convert impact forms to laser forms

CAI - Form Support FormSupport@coxautoinc.com

Special Projects: dealer groups need to remove an OEM, add an OEM, merge vendors etc.

Email: CAI - DMS Professional Services <DMS-ProfessionalServices@coxautoinc.com; or contact Heather Gingras

Submitting referrals

Create SF opportunity. Missing Referrals - Contact RSM to submit Snow ticket. To submit monthly Commission Form - Commissions Adjustment Form link

Buy/Sell or Multi-Solution referral

Email: CAI - CIO-SalesAwareness CIO-SalesAwareness@coxautoinc.com, Call: Jarrod Rose (214)636-2792 or Fred Dubon (913)626-6071.

Cross Business Unit Checklist link

Pre-Go live training & New Hire training course enrollment for DT DMS clients

email: kimberlee.herr@coxautoinc.com, after filling out a completed CLC DMS Upload template

Cancellations

Cancellations are submitted by clients directly to billing. Rarely PMs need to contact Billing Team - Josh Vaughn currently email: Randy Wilson or Finance Team Contact - Juanita Lee

Billing issues & Credit Requests Contact: Ryan Roppe Compensation, Pay, Commissions issues

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