5th August 1998

Dear Hennie,

Since aquiring your programme last year, I believe I have made substantial progress in McCarthy Nissan. As you know, we have opted for the more difficult process of training the programme in natural work groups and with the active participation by sales managers, so that he becomes a coach of the process.

McCarthy Nissan has benefited in ways that are difficult to quantify imperically, but you will be pleased to know that since the training started, our franchise has enjoyed a year-on-year increase in sales volumes against other nonMcCarthy Nissan dealers. Our attitude surveys and customer care index also show that levels of satisfaction surpass achievements of other dealers in our industry. This can only be due to the professionalism of our sales staff.

I also need to complement Bill on his enthusiasm and commitment while implementing the process. He has unselfishly given up many valuable hours supporting our management.

On a more personal level, I have thoroughly enjoyed being part of the process and have achieved things in my own job that would have been extremely difficult without the skills taught through the Complete Sales Action System.

Trust you are well.

Kind regards,

Helen Brown
HR Manager - McCarthy Nissan