Retail Product Service

Retail Service

Retail Service Retail Service is an extremely profitable part of DAS. As discussed on the DAS overview, we operate under three sales segments. Our retail product is targeted towards the individual mover. They are consumers moving vehicles one time, seasonally, and dealers who sell vehicles and refer moves to DAS.

Objectives: Upon completion of this training, you will be able to: • • • • • • • •

Understand how retail pricing and transit time strategy Communicate the retail product suite Understand retail pricing and transit times Create quick quotes for potential customers Create Custom quotes for potential customers Utilize the retail sales team to create orders Communicate payment options to customers Sell the retail product

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Retail Service

Retail Pricing and Transit Time Strategy Pricing and Transit times are determined by the market place as well as our capacity to move vehicles. Each summer, the relocation industry’s business sky rockets with move requests. We call this our peak season. Unfortunately, the industry can become imbalanced. Meaning, there could be a high volume of consumers moving to the west coast and a low number moving to the east coast. In order for our operations to be efficient, we cannot drop a load of cars off on the west coast without having a load of cars to pick up. We keep our moves balanced by lowering prices and transit times in areas where we need moves and increasing prices and transit times in areas that have heavy traffic. To accomplish this, we have divided the country into 12 regions.

Prices and transit times are determined by the origin and destination region. For example, if we need traffic out of Florida moving to Washington State, we can reduce prices and transit time from region 4 to region 10. We also change prices based on day of week, seasonal, and competitor. This strategy applies to retail only. The pricing and transit times for Corporate moves are determined by the contract and are not revised to accommodate volumes. Field Sales Reference Guide 3/31/2009

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Retail Service

Retail Pricing Structure Our pricing structure is made up of 4 components. Base Rate / Minimum Adjustment The Base Rate of a move is T-T price or the OTR charges. The base rate is determined by mileage, origin zone, destination zone, and a lane modifier. Each combination of origin zone and destination zone has a different rate per mile. The lane modifier allows us to changes prices quickly by either reducing or increasing prices from a specific zone to a specific zone. We also have implemented a minimum base rate for each combination of origin zone and destination zone. For example, if the minimum price for zone 1 to zone 10 moves is $500.00 the base rate calculates to $480, a minimum adjustment of 20.00 is added to the order. If the base rate calculates to $500 or greater, a minimum adjustment does not apply. This is for your information only, as you will see a base rate and a minimum adjustment in DASSTAR. You should only communicate the total price of the move to the customer. Giving them this information would cause confusion and a lost sale. Door Pick Up/Delivery and Rural Route Charges When a customer chooses Door Pick up, Door Delivery, or both, a flat fee is charged for the door pick up and delivery. In addition, if the door is more than 15 miles from the terminal, we charge a Rural Route Fee of $3.00 per mile. Therefore, a D-D move will be charged fees for door pick up, door delivery, and possibly for origin rural route and destination rural route fees. Value Added Charges These are the prices for the services we just discussed. They are in addition to the base rate of the move. Fuel Surcharge A Fuel Surcharge is added to all retail moves. It is 20% of the OTR charges including the type of truck. The OTR charges consist of the Base Rate and Minimum Adjustment. If Enclosed is part of the move, the enclosed fee is included to determine the fuel surcharge. The fuel surcharge does not apply to door pick up/delivery, Valuation, Top Load, Expedite or Guaranteed Transit fees.

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Retail Service

Move Types There are 3 types of moves that we offer: Terminal to Terminal Service (T-T) The customer will be responsible for bringing the vehicle to the origin terminal. Once it is checked in, it will be assigned to a carrier and transported to the destination terminal. The customer will be responsible for picking up the vehicle from the destination terminal. Door to Door Service (D-D) The customer’s vehicle will be picked up at the customer’s door by the nearest terminal. Note: All door pick ups and deliveries are done using an open flat bed truck. Once it arrives at the origin terminal, it will be assigned to a carrier and transported to the terminal nearest the customer’s destination. Once it arrives at the destination terminal, the terminal will deliver the vehicle to the customer’s door using an open flat bed truck. Terminal to Door Service (T-D) / Door to Terminal Service (D-T) Based on the needs of the customer, they can choose to drop it off at the origin terminal, but have it delivered to their door. In addition, they can have the vehicle picked up at their door, but delivered to the destination terminal, where they will be responsible for picking it up.

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Retail Service

Value Added Services In order to accommodate every customer need, the following value added services are available to our retail customers. Is price is a factor, we have an answer. If transit time is important, we have the solution! The prices for these services are in addition to cost of the move. Enclosed Service - $350 During the Intro to DAS section, we discussed the different types of carriers we use. In order to meet all customer needs, they can choose to have their vehicle transported via an enclosed carrier. This protects the vehicle from the elements while it is in transit. Please note that if the customer chooses door to door enclosed, the vehicle will be picked up from the customer’s door using an open flat bed. When selling this service, be sure to advise the customer, so there is no confusion. Note: You will also see Enclosed listed at a price of $420.00. It is a total of $420.00 added to the cost of the order due to the 20% Fuel Surcharge. Top Load - $150 As you have seen with our carriers, they each have two levels. Not only is it an advantage for us to transport as many cars as possible, but it allows our customers to choose the top load! Placing a vehicle on the top load limits the possibility of fluids leaking onto the vehicle from cars above it. Please remember, we ship all types of vehicles and most of them are used cars. All vehicles are inspected by our terminals before we agree to move them, however, as the car is positioned onto the carrier, it is possible for a minimal amount of fluid to leak from the vehicle. Since convertible tops are made of many types of material and may not be cleaned easily, we require all convertibles to be top loaded. Expedite Service - $250 Transit times are determined by either the volume of orders and capacity or by a Corporate Contract. They are typically anywhere from 14 – 18 days. In the event the customer needs a vehicle shipped quicker than the normal transit time, they can choose our expedite service. If this service is selected, the transit time is reduced by half, plus two days. Having this service places a priority in the operations system so it is assigned and moved quicker than a normal transit time move. In the event that we do not deliver the vehicle by the due date, we will refund the customer 20% of the cost of the Expedite Service, every day the vehicle is late, up to the cost of Expedite service. For example, if the cost of expedite is $250.00 and we deliver the vehicle 1 day beyond the due date, we will refund the customer $50.00. If the vehicle is delivered 7 days beyond the due date, we will refund $250.00 Note: We frequently change the price of the expedite fee to accommodate high or low order volumes.

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Retail Service Guaranteed Transit (GTT) - $150 Guaranteed Transit ensures the vehicle arrives at the destination by the due date. In the event that we are not able to deliver by the due date, the price for the Guaranteed Transit service is refunded. Having this service places a higher priority in the operations system so it is assigned and moved quicker than other order. In the event that we do not deliver the vehicle by the due date, we will refund the cost of the Guaranteed Transit fee. For example, if the cost of GTT $150.00 and we deliver the vehicle 1 day beyond the due date, we will refund the customer $150.00. If the vehicle is delivered 7 days beyond the due date, we will refund $150.00 Valuation Coverage – $199 or $398 If the customer does not want to use his/her personal insurance to cover the vehicle, while it is in transit, DAS offers Valuation Coverage. The customer can choose Valuation 50K or Valuation 100K. In the unlikely event that the vehicle is damaged in transit, Valuation 50K will cover up $50,000 and Valuation 100K will cover up to $100,000 in damage. Valuation Coverage is not insurance and should not be referred to as “Bumper to Bumper”. We will discuss Valuation Coverage into more detail later in this document.

Additional Charges/Fees: Oversized Fees As we discussed our carriers and how they are loaded, larger vehicles prevent us from fully loading the carriers. Therefore, we charge oversized fees on those vehicles. There are three levels of oversized fees for vehicles transported on DAS Fleet: Class Standard Oversized 1 Oversized 2 Oversized 3

Height 59” or less 60” – 71” 72” – 77” 78” – 84”

Oversized Fee $0.00 $150 $250 $400

Vehicles that are more than 84” or 7ft in height cannot be shipped on DAS Fleet. They must be shipped through DASSL. We will cover more about DASSL later in the training. Next Day Pick up Fee If a customer books an order with a pick up for the following day, there is a Next Day Pick Up Fee. Vehicle Year Vehicles made prior to 1980 are charged a $100 vehicle year fee. We charge this fee due to the number of complications that can arise with older model vehicles.

Communicating Transit Times Field Sales Reference Guide 3/31/2009

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Retail Service It is important for you to know that all of our retail transit times are estimated and are modified constantly to accommodate our order volumes. We evaluate them daily to ensure that we are selling at a timeframe that we can meet or exceed. Our customer satisfaction is the key to our success and we must be as accurate as possible to ensure a positive customer experience. We do business with the 3 11 rule in mind. A customer who has a good experience will tell 3 people, however, a customer with a bad experience will tell 11 people. DAS is successful because of our referrals and it is crucial that provide world class service on each and every move. Due to the unpredictability of the relocation industry, DAS does not guarantee delivery on any particular schedule. It is important that the transit times are communicated appropriately and you set the right expectations with the customer. The Do’s and Don’ts of Transit Time Do “The transit time for you move is estimated at 14 days” “Your vehicle will arrive in approximately 18 days” “Your estimated due date is December 1st” “Your vehicle will arrive around the 2nd of December”

Don’t “The transit time for your move will be within 14 days.” “Your vehicle will arrive in 16 – 18 Days” “Your vehicle will arrive no later than December 1st” “Your transit time is 14 days, but we are usually faster”

If we communicate a beginning and end for transit time (10 – 14 Days), then customers will expect the vehicle to delivery no later than the 14th day. In the event it arrives on day 15, we will not have met this customers expectations and he/she may follow rule 11. Also, avoid telling a customer that we are usually early. In the event we are not early, we will have not met this customers expectations and he/she may follow rule 11.

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Retail Service

Payment Terms All retail moves must be pre-paid unless the destination terminal is Linden, Mesquite, or Carson and the customer is picking up the vehicle from one of these terminals. Door drop offs must be pre-paid regardless of terminals. The following payment types are accepted: Credit Card (preferred) DAS requires pre-payment for most orders and prefer payment via credit card. To prevent a move from canceling, it is best that you secure payment at the time of booking. This will also prevent duplicate orders. Cash in Advance (CIA) Customers may pay CIA, however, this can only be done if the customer is dropping off their vehicle at a main DAS Terminal (Linden, Mesquite, or Carson). Drivers do not accept payments, therefore it MUST be a customer drop off. Mail In Customers may mail in a payment via a Cashiers Check or Money order. The payment should be mailed the Mesquite address. Note, the order will remain on hold until the payment is received. This is not a preferred form of payment, as it can delay the customers move. Cash on Delivery (COD) Customers may pay COD, however, this can only be done if the customer is picking up their vehicle from a main DAS terminal (Linden, Mesquite, or Carson). Drivers do not accept payments, therefore it MUST be a customer pick up. Deposits We do not accept deposits to move the vehicle from origin to destination. We do require a 100.00 deposit or payment in full on Door Pick ups from the Linden, NJ terminal. However, their move will remain on hold until the order is paid in full, unless it COD, terminal pick up, in Linden, Mesquite, and Carson. All moves other moves require pre-payment. International Credit Cards Canadian credit cards can be processed the same way as domestic. You will need to change the country to Canada and use the Canadian Province and Postal codes. Example:

800 Bay Street Toronto, ON M5S3A9 Replace US with CN

All others should be sent to [email protected]. She will process all other international credit cards.

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Retail Service

Valuation Coverage Most of our services are very easily explained. Valuation Coverage can become complicated very quickly. DAS is not licensed to sell insurance and Valuation Coverage should not be sold as insurance. It is important that you understand how the coverage works, however, it is crucial that you make it simple for the customer. Valuation Coverage Details DAS has a limit of liability of $250.00 in the unlikely event the customer’s vehicle is damaged in transit. If the customer dos not purchase Valuation Coverage, then their personal insurance will act as primary coverage. A customer, who does not choose valuation coverage, should verify with his/her personal insurance provider to ensure their vehicle is covered in transit. We offer two levels of Valuation. Valuation 50K will cover damage to the vehicle up to $50,000. Valuation 100K will cover damage to the vehicle up to $100,000. Please remember that Valuation Coverage is not insurance and should not be referred to as “Bumper to Bumper”. There are exclusions to what is covered. Purchasing Valuation Coverage releases the limit of liability and DAS will act as primary. In the event that the vehicle is damaged in transit, DAS will cover up to $50,000 or up to $100,000 depending on the coverage chosen, and is subject to a 100.00 deductible. Exclusions of Coverage, which are also noted on the contract/BOL: • • • • • • • • • • • •

Undercarriage damage Damage by foreign fluids Mechanical functions Exhaust Assembly After market items Paint chips Alignment / Suspension Air Dams Tires Rims Convertible Tops Louvers

• • • • • • • • • • •

Spoilers Fog Lights Freezing of cooling system Antennas Personal items Acts of God Acts of Public Authority Actions of public enemy Acts of shipper (customer) Normal wear and tear Damage caused by a preexisting condition

You should never go into this type of detail with the customer. In the unfortunate event that there is a claim, DAS employs licensed adjusters that will make the decision on what is covered and how much is paid. All damage estimates are appraised by 3rd party appraisal companies or repair facilities that are not affiliated with DAS.

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Retail Service

Quotes Please utilize our website to provide quotes on retail orders. There are two types of quotes that you can receive: a quick quote and a custom quote. You should always create a custom quote for your customer; however, you will have to go through the process of a quick quote first. Our website can be accessed at www.dasautoshippers.com Please use the process on the following to provide customer quotes.

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Retail Service

Creating a Quick Quote Please use the steps below to create a quick quote. Please remember that the quick quote may not provide you with an accurate price. This is simply going to give you an idea of the cost. This applies to Retail moves only. Prices for Corporate moves are determined by the Contract.

1

Step 1

Action Click on the drop down to select vehicle size. Choices are: • Standard Size Car • Small Ban/Pickup/SUV (Ex: Chevrolet Trail Blazer, Dodge Dakota) • Large Van/Pickup/SUV (Ex: Chevrolet Suburban, Dodge Ram) • Motorcycle • Boat • Other Note: If you select Boat or Other, the system will route you to an informational page and ask the customer to call in to sales to obtain a quote.

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Retail Service

Creating a Quick Quote

2

3

4

5

Step 2

3

4 5

Action Enter the Origin Zip Code. If you do not have the zip code, you can click on the link directly below the zip code box labeled “Look Up Zip Code”. You will receive a pop up box that will allow you to find the zip code by entering the city and state. Enter the Destination Zip Code. If you do not have the zip code, you can click on the link directly below the zip code box labeled “Look Up Zip Code”. You will receive a pop up box that will allow you to find the zip code by entering the city and state. Enter the estimated move date. You can also click the calendar box next to the date field. This will bring up a calendar, which you can select from as well Click on Get Your Quote

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Retail Service

Creating a Quick Quote

1 2 3 4

Number 1 2 3 4 Note

Details Estimated Price of the move. This does not include any value added services and is terminal to terminal. Estimated transit time. Origin and destination terminal maps If you enter the your/the customers e mail address, it will generate the quote via e mail. To obtain a custom quote, scroll down in this window

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Retail Service

Creating a Custom Quote After obtaining a quick quote, please follow the steps below to create a customer quote. Creating a custom quote will allow you to add upsells and obtain an accurate price of the move. This applies to Retail moves only. Corporate moves are priced via the Corporate Contract.

1

2

3

Step 1 2 3

4

Action Enter the customers e mail address Select the Year, Make, and Model of the vehicle being transported Check the appropriate box for: • Is the vehicle operable (If yes, you will be referred to call DASSL) • Is the vehicle a convertible (If yes, top load will be forced) • Has the vehicle been modified Scroll down to the value added services

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Retail Service

Creating a Customer Quote

5

6

7

8

Step 5 6

7 8

Action Check the appropriate value added services if applicable Check on door pick up/ deliver if applicable. You can select: • Door Pick Up Only • Door Drop Off Only • Both Door Pick up and Drop Off (Best Value) Check an expedited or guaranteed product if applicable. Note, orders cannot have both GTT and Expedite. Click on Update your quote

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Retail Service

Creating a Custom Quote

1 2 Changes 3 4 5

Number 1 2 3 4 5 Note

Details Total Quote Price Quote Number – If the customer chooses to book from this quote, this number will be the DAS Reservation Number. Value Added Services and Prices Estimated Pick Up and Delivery Dates Origin and destination terminal information. Use the left hand side of this screen to make changes to this quote.

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Customer Material If you provided the customers e mail on a quote, the customer will receive the following quote confirmation. Page 1:

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Retail Service Page 2

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Retail Service

Booking Retail Moves Once the customer agrees to book the move, please contact the retail sales department at xxx-xxxxxxx. Please have the following available when you call: • • • • • •

Quote Number Customer Name Origin address (if door pick up) Destination address (if door delivery) Confirm pick up / drop off date EBAY Item Number

A retail sales representative will book the order with your sales code.

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Retail Service

Order Confirmations After a Retail order is booked, the customer receives an email or fax that contains our Terms and Conditions, Order Confirmation, Preship checklist, and any addendums that are applicable. The following pages are examples of those documents.

Step 1

Details The customer will receive the above e mail. To view the order confirmation and other applicable documents, click on the link in the body of the e mail.

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Order Confirmations

Step 2 3

Details Each document is a link. Customers can view them by clicking on the link. Also, you should encourage customer to click on the box next to each document and click the accept button. When customers click the Accept button, our customer database receives that information and we have documentation that the terms and conditions of our service were agreed upon by our customer.

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Retail Service

Dependable Auto Shippers Vehicle Preship Checklist General Guidelines __ Your vehicle must be operable. If it is not, additional fees or methods may apply. __ You must advise us of any modifications made to your vehicle such as 4x4 lift kit, camper shell, vehicle lowered, __ __

etc. Your vehicle may not exceed 7’ in height and must have a minimum of 4” ground clearance to safely load and unload your vehicle. We must have a working phone number where you may be reached throughout the duration of your vehicle relocation. Your transit times vary due to the seasonal nature of our business , but averages 10-14 days in most cases.

__ Preparing Your Car For Shipment __ There must have no obvious fluid leaks __ Your battery must be secure in the mounting bracket. __ The vehicle must be clean for inspection. A dirty vehicle decreases the ability to perform a quality inspection. __ The gas tank must have a minimum of (1/4) tank of fuel, but no more than (1/2) tank of fuel. __ All alarm systems must be disconnected, disabled, or turned off. __ Radios, cassette decks or CD players not built in, car phones, garage door openers, and E-Z pass must be __ __ __ __ __ __ __

removed. All antennas must be fully retracted or removed.

All personal belongings must be removed. (except standard vehicle items such as the jack and spare tire) All exterior spare tire covers, grill covers, or car covers must be removed. Plants and hazardous materials are forbidden by law to be transported. One set of ALL keys for the vehicle must be provided. Non-permanent luggage racks, bike racks, or ski racks must be removed. Your vehicle must be prepared for the new climate. This may include engine coolant, transmission oil, and other fluids.

Vehicle Inspection Requirements __ You or your designated representative must be present for the inspection at the time of pick-up and delivery. __ You or your designated representative must sign the bill of lading and condition report at both origin and destination. __ You or your designated representatives are responsible for confirming your vehicle’s condition. This must be done before __

the driver leaves the destination. Damage will be noted by our representative on the bill of lading.

The maximum limit of liability is $250 unless you have purchased valuation coverage. If you are not certain of your coverage status, please contact Customer Service @ 800-826-1083.

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Order Confirmation

DAS# 3161226 Payment Method Pay Now Today's Date 10/31/2006 2:55:54 PM Total Amount $1,500 Location Booked DALLAS Amount Paid $1,500 ETA Date 11/13/2006 Amount Due $0 Pickup Date 10/25/2006 Order Taken By larried.

1.800.826.1083 Ext. 5052 Vehicle Description Year 2002 Make/Model Chevrolet Silverado 1500 (Blue) Field Sales Reference Guide 3/31/2009 23

Retail Service

Enclosed Transport Valuation Coverage Waiver Order Number: 3161226 Dependable Auto Shippers (DAS) would like to thank you for choosing us to ship your vehicle. Our goal is to provide you with a shipping experience above and beyond your expectations. Please contact our customer service department at 800-726-2693 regarding any questions or concerns. Dependable Auto Shippers (DAS) will be shipping your vehicle on an enclosed transport according to the Terms and Conditions on the contract. You should have also received this document. This waiver is to verify that you have agreed to waive the valuation coverage normally offered on our enclosed moves. DAS will maintain a maximum limit of liability for loss or damage of $250.00 See #6 on contract Terms and Conditions. ALL LOCAL PICK UP AND DELIVERIES ARE MADE USING AN OPEN FLATBED TRUCK OR SMALLER 3-5 CAR OPEN TRANSPORT UNIT VEHICLES MAY BE EXPOSED TO THE ELEMENTS WHILE AT DAS TERMINALS

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Retail Service

Valuation Coverage Provided by DAS (Addendum to #6 of Contract Terms and Conditions) Order Number: 3161226 Dependable Auto Shippers(DAS) would like to thank you for choosing us to ship your vehicle. Our goal is to provide you with a shipping experience above and beyond your expectations. Please contact our customer service department at 800.726.2693 regarding any questions or concerns. Dependable Auto Shippers Limit of Liability: As a result of the $199 fee paid, the vehicle owner or agent thereof, agrees the limit of liability of Dependable Auto Shippers or its agents regarding loss or damage to the vehicle is released and limited to a maximum of $50,000 . DAS limit of liability is for the amount of valuation coverage that the vehicle owner or agent purchases: $50,000 for $199 or $100,000 for $398. If you have no insurance and you do not purchase our valuation coverage, our limit of liability is $250. All other terms of the contract apply.

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Retail Service

CONTRACT TERMS AND CONDITIONS 1. 2. 3. 4. 5. 6.

7.

8.

Order Number: 3161226 Shipper shall remove all non-permanent outside mounted luggage or other racks prior to shipment. Shipper shall deliver car to carrier with a minimum of 1/4 tank of fuel, but no more than 1/2 tank of fuel. At the time shipper delivers car to carrier for shipment, shipper must furnish carrier with the key to the ignition, doors and trunk. If shipper has an alarm system, it must be turned off, except those systems activated by the door lock. Carrier will not be responsible for car rentals, nor shall it be liable for operating parts of the vehicle. Carrier will not be responsible for rentals as a result of damage to car. The liability of carrier and its agents for loss or damage to the vehicle or contents shall be in excess to any insurance the owner or shipper has in effect covering the vehicle. The owner's or shipper's insurance shall be in excess to carrier's if valuation coverage is purchased. The carrier shall not be responsible for personal effects that are transported in the car. Vehicle must be tendered in good running order. Carrier not responsible for C.D., radar units, stereos, car phones, cassettes, or any other non stock items. The shipper agrees that the liability of Dependable or its agents for loss or damage to the vehicle is released and limited to a maximum of $250.00 per shipment. Additional carrier liability for loss or damage to the vehicle is available if additional tariff charges are paid in advance of shipment under carrier's Tariff Item No. 360 (A) (2). Additional Charges are $199 for coverage up to $50,000. Dependable carries secondary cargo insurance and public liability and property damage coverage. There shall be in effect a $100 deductible on all physical damage claims. Any claim for loss or damage must be noted on the condition report at time of delivery and mailed to carrier's home office. If you have no insurance and you do not purchase our insurance our limit of liability is $250. Enclosed service at an additional cost is available with additional valuation coverage. Please ask your sales person for details. As standard in the automotive transport industry, carrier shall not be responsible for any undercarriage damage or damages caused by leaking fluids, nor shall carrier be responsible for mechanical functions, exhaust assembly, alignment, suspension, airdams, tires, rims, convertible tops, louvers, spoilers, fog lights, freezing of cooling system, antennas, or acts of God. Shipper warrants that he will pay all tariffs due Dependable Auto Shippers for delivered vehicles and will not seek to charge back a credit card to offset any dispute for damage claims, but will abide by the terms of this contract to handle such disputes. Cash in advance is payable in Linden,NJ, Carson,CA or Dallas,TX . All other orders are to be prepaid. Storage will accrue if payment is not received and vehicle is in our possession for more than five days.

CARRIER WILL NOT BE LIABLE FOR THE FOLLOWING: 9. Damage or loss of loose parts or special equipment when not listed on the Bill of Lading and/or when not properly wrapped and stored so as to prevent loss or damage. 10. Articles left in vehicle 11. Carrier is not responsible for: Vehicles with no brakes. Vehicles unable to be driven on and off transport Field Sales Reference Guide 3/31/2009 26

Retail Service

12. 13. 14. 15. 16 17. 18.

truck under vehicle's own power - vehicles that are repossessions. Carrier claims all salvage rights. Exception for damage or shortages at time of delivery must be noted on delivery receipt. All claims must be in writing. All claims are subject to a $100 deductible. This contract supersedes all prior written or oral representation of and constitutes the entire agreement between shipper and and may not be changed, except in writing signed by an officer of the carrier or carriers duly authorized representative. DAS reserves the right to charge storage if vehicle is left at a terminal for more than (5) days. Once vehicle is dropped off or picked up by there will be a cancellation charge of $100 plus any other applicable fees. If the shipper cancels after a truck has been dispatched, a "dry run" fee for the cost of the pickup will be charged in addition to the $100 cancellation fee. This agreement shall be complied with and governed by the laws of the State of New Jersey. The courts of New Jersey shall be the governing jurisdiction upon the commencement of litigation associated with this agreement. If a contractual dispute arises between the parties, the losing party shall be responsible for the prevailing party's legal fees, including attorney fees and court cost.

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Retail Service

Expedite Service Order Number: 3161226 Dependable Auto Shippers (DAS) would like to thank you for choosing us to ship your vehicle. Our goal is to provide you with a shipping experience above and beyond your expectations. Thanks for purchasing DAS' expedite service. This service guarantees your vehicle will arrive at its destination of Pocatello, ID by 11/13/2006, provided DAS has received payment in full and we have possession of your vehicle. If your vehicle is not at destination and available for delivery by agreed upon date, DAS will reimburse the shipper 20% (equivalent cost of a standard rental vehicle) per day up to a limit of $300.00. Shipper must furnish DAS with working phone numbers in advance for this addendum to be enforceable. The shipper must pick-up the vehicle within five days. Day of delivery will be determined by the date the vehicle arrives at the terminal and is available for delivery, not the date the car was picked up by the shipper or consignee.

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Retail Service

Guaranteed Transit Time Addendum Order Number: 3161226 Due to the nature of our business, DAS does not typically guarantee transit times. This service guarantees the delivery date of your vehicle. If DAS does not meet the guaranteed date, we will reimburse you the additional fee charged for the service. Guaranteed transit times begin when order is paid in full or is a COD.

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Review Questions 1.

What is our pricing and transit time strategy?

2.

What are rural route fees?

3.

What % is the fuel surcharge?

4.

What is the cost of the following value added services? Enclosed:___________

Top Load:___________ Expedite:___________

GTT:_______________

Val 50K:____________ Val 100K:__________

5.

What are oversized fees?

6.

What is the 3/11 rule?

7.

How should you communicate retail transit times?

8.

What types of payments do we accept for retail orders and when does the order need to be paid?

9.

Explain Valuation Coverage.

10.

What are the guidelines for COD orders?

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Hands on Exercise Create a custom quote for the following move. Customer first Name Customer’s last Mame Customer’s Email Origin Destination Move Type Vehicle Value Services Pick up Date

Testorder (Use your last name) (Use your e mail address) Zip code 53172 Miami, FL D–T 1998, Dodge, Dakota – 4 door extended cab Valuation 50K and Expedite January, 10th 2007

After creating the quote, please answer the following questions: 1.

What is the quote number?

2.

What is the quoted price?

3

Is there an oversized fee?

4

What is the estimated Transit Time?

5.

What happens to the price if the type is changed to T-T?

6.

What is the address of the origin terminal?

7.

What is the contact phone number of the destination terminal?

8.

How many miles is the customer from the origin terminal? Destination terminal?

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