Script: Screen #07Error: Reference source not foundaEnergy Marketing programs

1 Text:

A Great Customer Experience starts with Communication. (Click anywhere to start)

A Great Customer Experience starts with Communication. (Click anywhere to start)

Assets:

Action: Text pops onto screen- customer exp and Communication are emphasized.

2 Text:

This is Ryan. This is Ryan.

Assets: EN05_07a_p01 Action: Ryan pops onto screen, arrow from text pointing to ryan

Text:

Ryan knows about energy saving products

Automotive Loan-A-Tool Program?? Assets: EN05_07a_p02 4 Text:

Ryan knows about energy saving products

Action: Ryan waving to us.

like CF lightbulbs and Energy Star appliances.

like CF lightbulbs and Energy Star appliances.

Assets: EN05_07a_p03- ryan EN05_07a_p04- cfl lightbulb EN05_07a_p05-energy star air con 5 Dialogue: Action:
(photo of Ryan looking at area of screen where these products shots pop up)

In order to accomplish this, youll need to become aware of the many benefits this program

offers.
Text: BENEFITS Assets: AP11_01a_p04 CSR hands on hips illustration 6 Dialogue: Action: Words appear

The Automotive Loan-A-Tool program is a unique value-added service that no other Canadian Automotive retailer presently offers
Text: Automotive Loan-A-Tool Program Unique Value-Added Service Assets: AP11_01a_p04 CSR hands on hips AP11_01a_p01 - Loan a tool logo 7 Dialogue: Action: Words appear

As a part of the automotive team at your store youre going to want to provide a

Text: TEAM Assets: AP11_01a_p07 Car AP11_01a_p23 photo of storefront 8 Dialogue: Action: Car + Team and image of store appear around CSR.

complete solution to your

customers so that theyll be able to find all the tools and parts they need
Text:

Complete Solution TOOLS PARTS

Assets: AP11_01a_p04 CSR hands on hips AP11_01a_p05 Customer with boxes 9 Dialogue: Action: Words and customer image appear

to get the job done right.

Text:

Tools + Parts = Satisfied customer

Assets: AP11_01a_p03 Customer thumbs up AP11_01a_p04 CSR hands on hips 10 Dialogue:

Job done right

Action: Tools + Parts adds up bit by bit Bullet points slide in

Before we get into the details, lets talk about our goals for this program. 1. Sell more auto parts and the specialty tools customers need to install them 2. Increase customer satisfaction 3. Become known as the

one stop shop for Do-ItYourself auto repair needs

Text:

GOALS FOR THE PROGRAM 1. Sell more products 2. Increase customer satisfaction 3. One stop shop for DIYers
Assets: 11 Dialogue: Action: Points fade in one by one

Most of the people who want to borrow tools from us are DIYers.
Text:

Customer Type Do It Yourself

Assets: AP11_01a_p06 DIYer with car 12 Dialogue: Action: Words Do it Yourslef appear. Short animation of guy fixing a acar

Meet Jim, His rear brakes have been squealing and he knows enough about cars to know that that means hes going to need some new brake pads soon.
Text: Jim Assets: AP11_01a_p07 Car (add animated squeak fx) AP11_01a_p08 Jim Standing 13 Action: Car appears with squealing brake symbols emanating from back wheel

Dialogue:

He knows how to do the job, because he used to help his dad change the brake pads on their AMC Gremlin when he was a kid.
--Jims dads old car He remembers his first brake job Assets: AP11_01a_P09 photo of Gremlin AP11_01a_P24 - Jim looking over 14 Dialogue:

Action: Image of Gremlin appears

He also knows that hes going to need a Rear Disk Brake Piston Tool in order to complete the job, but
Assets: AP11_01a_P08 - Jim standing (reuse photo from above) 15 Dialogue: Action: Tool appears in bubble

its not something hed really want to buy because he probably wont need it that often.
Assets: AP11_01a_P08 - Jim standing (reuse photo from above) AP11_01a_p22 dollar sign crossed out 16 Dialogue: Action: No money sign appears in bubble

Jim just learned about the LoanA-Tool Program in his weekly flyer

Text:

Automotive Loan-A-Tool Program

Assets: AP11_01_P08 - Jim standing AP11_01a_p21 Flyer 17 Dialogue: Action: Flyer spins in.

and headed out to the Canadian Tire store to borrow a

Assets: AP11_01a_p11 - CT store illustration AP11_01a_p07 Car 18 Dialogue:

Action: Car drives to store

Rear Disk Brake Piston Tool

Assets: AP11_01a_p19 tool illustration 19 Dialogue: Action: Tool slides in

Ron, who was working at the Parts counter went and got the Tool for Jim and also sold Jim the brake pads that he needed as well. He quickly showed Jim the tool and reminded him about the easy-to-follow user instructions found inside the tool kit. After Jim completed the sign-out form and understood the terms of the loan,

he was able to process the loan transaction at the Service desk.

- Tool + Parts Assets: AP11_01_P02 - Jim standing AP11_01_P05 - Ron at counter AP11_01a_p19 tool illustration AP11_01a_p25 part illustration 20 Dialogue: Action: Tools appear

Lets review what just happened. Ron demonstrated great customer service by: 1. Getting the right tool kit. 2. Selling the necessary parts for the job. 3. Reviewing the tool and highlighting the user instructions. 4. Completing the sign-out form, going over the terms of loan/use, and processing the loan transaction at the Service Desk.
Text:

Review Great customer service: Get the toolkit Sell the parts Review the instructions Complete sign-out form (reviewing terms of use) Process loan transaction at Service Desk
Assets: 21 Action: Points appear one by one and checkmarks appear beside them

While Jim was at the store he was also able to pick up the garden hose and the new rolls of hockey tape that he needed as

well.
- Increase sales Assets: AP11_01_P08 - Jim standing (reuse photo from above) AP11_01a_p14 - basket illustration AP11_01a_p15 hose illustration AP11_01a_p16 rolls of tape illustration 22 Dialogue: Action: Products appear and fly into basket

That weekend he got the job done and

Geoff, please ensure this is a photo of Jim to be consistent with previous shots. Action: House appears with car Image of customer pops up

Assets:

AP11_01a_p17 house illustration AP11_01a_p18 photo - Jim with thumbs up 23 Dialogue:

on the drive to his Sunday afternoon game of pickup hockey,

Assets: AP11_01a_p07 Car 24 Dialogue: Action: Car drives across screen

stopped in at the store to drop off the Rear Disk Brake Piston Tool that he had borrowed.

Assets: AP11_01a_p11 - CT store illustration AP11_01a_p07 Car AP11_01a_p19 tool illustration

Action: Car stops. Wrench flies over to store

25 Dialogue:

Everyone wins, Jim saved time by getting everything he needed in one place and now thinks of Canadian Tire every time hes got some work to do on his car.
Text: --Canadian Tire = One Stop Shop Assets: AP11_01_P08 - Jim standing (reuse photo from above) AP11_01a_p07 Car AP11_01_P21 CTC logo 26 Dialogue: Action: Car and triangle appear in bubble

He knows that he can get everything he needs in one place without running all over town.

Text: - Customer Wins Assets: AP11_01_P08 - Jim standing (reuse photo from above) AP11_01a_p19 tool illustration AP11_01a_p20 part illustration 27 Dialogue:

Action: Tools and parts appear in bubble

In fact, hes feeling more empowered and may now consider more difficult DIY jobs by relying on Canadian Tire to provide the complete solution.

Text: - Customer Wins Assets: AP11_01_P02 - Jim standing (reuse photo from above) AP11_01a_p07 Car 28 Dialogue:

Action: Car appears in bubble

Add CT logo on CSRs shirt

We win because we sold more products and created one more satisfied customer.
Text: We Win - With Great customer relations Assets: AP11_01_P08 - Jim standing (reuse photo from above) AP11_01a_p20 CSR thumbs up illustration 29 Dialogue: Action: Store appears in bubble

Lets take a look at the types of jobs people will be looking for help with. There are 59 different tools that we have available,
Text:

TYPES OF JOBS 59 Different Tools

Assets: 30 Dialogue: Action: Text appears onscreen

Weve grouped them into the 9 project areas that customers will most likely be interested in doing. You can explore the most popular

project types, and the tools and parts necessary to complete them, by using our interactive lesson. Here you can also take a look at the suggested steps to follow to loan a tool and some best practices. Click here to check it out.
Text: TYPES OF JOBS 9 Project Areas Suspension Steering Wheel Service General Service General Pullers Fuel and Ignition Engine Service Diagnostic Clutch and Transmission Brake Assets: Action: Text appears onscreen Link to lesson appears