PROCEDURE ____________________________________________________________________________________ Title: Definition: Customer Follow-Up Audio Advisors is committed to having the finest customer follow-up program

in our industry. We acknowledge that the referrals given by our many satisfied clients are the basis of our growth and success. Therefore we have developed the following procedure which we are consistently reviewing and updating to meet the needs of our greatest resource. 240001 X1 (01/02/99) – Initial prototype release Customer Service Department Sales Department 270001 – Deposit Letter 270002 – Final Letter 270003 – Satisfaction Follow-up Card 090001 – Customer Tracking Database 270004 – Gift Level Procedure

Part #: History: Dept: Ref Docs:

Procedure: 1. All client initial deposits and each payment must be responded to within 48 hours of receipt with the appropriate approved letters. Remember the hand written personal message from the sales person must be included on the letter. 2. All client final payments must be responded to within 48 hours of receipt with the appropriate approved final payment letter. Remember the hand written personal message from the sales person and the satisfaction follow-up card must be included. 3. The client must then be entered into the customer tracking database to insure proper tracking. 4. The client’s transaction must then be evaluated according to the gift level procedure to determine the appropriate thank you gift. Once selected, log the gift in the database. 5. The appropriate gift must then be delivered and internally verified (do not contact the client to check receipt) prior to the 7 day follow-up call. 6. Within 48 hours of notification from the customer tracking database the client must receive the 7 day follow-up phone call. Follow the written 7 day contact procedure. 7. Upon receipt of the customer satisfaction follow-up card, any positive comments must be acknowledged, and any negative comments must be turned over to the sales manager for immediate resolution. Log into the customer tracking database the preferred method of future contact requested by the client for the next 2 interactions. 8. Prior to the 30 day contact, a review of the customer tracing database must be made to refresh your memory regarding past contacts and to see the results of any follow-up training session that might have taken place. 9. Within 48 hours of notification from the customer tracking database, the client must receive the 30 day follow-up (phone, mail, fax or email as selected on the satisfaction card). At this point, if we have not received the customer satisfaction follow-up card, we must phone and ask the client received it and if they would mind returning it. Follow the written 30 day contact procedure. 240001-X1 Copyright 1999 Page - 1

PROCEDURE ____________________________________________________________________________________ 10. Within 48 hours of notification from the customer tracking database, the client must receive the 120 day follow-up (phone, mail, fax or email as selected on the satisfaction card). Follow the 120 day contact procedure. 11. Please understand that in our efforts to offer one-to-one attention to our clients that many different requests may be made during our interactions. Honoring these requests is fundamental to the success of our program. All requests must be logged in the customer tracking database and respected by all. Even when a client simply wants to be left alone and not contacted anymore. 7 Day Contact Always review the customer tracking database prior to initiating any contact. Attempt no additional sales efforts. This is a sincere call to evaluate the client’s level of comfort with their new system. It is appropriate to offer a free follow-up training session to help with any difficulties they may be having. Reiterate that it is a fundamental philosophy of Audio Advisors that every system is as easy to work as possible and that we know that the ease of use is an important part of their potential satisfaction. Should any problems exist or should they wish to have a session, they must be scheduled immediately. It is also important to verify the receipt of the follow-up gift if they had not already mentioned it. 30 Day Contact Always review the customer tracking database prior to initiating any contact. Attempt no additional sales efforts. We must again evaluate the client’s level of comfort with their new system. We may wish to once again offer a free follow-up training session to help with any difficulties they may be having. Should any problems exist or should they wish to have a session they must be scheduled immediately. It is this contact where we should ask for any referrals that the client could give us. Remember that their willingness to refer us is more important than getting a referral at that “on the spot” moment. 120 Day Contact Always review the customer tracking database prior to initiating any contact. Attempt any additional sales efforts that would complement the original system or introduce upgrades or new technologies at this time. We must again evaluate the client’s level of comfort with their system. Should any problems exist they must be scheduled immediately. Once again, we should ask for any referrals that the client could give us. Remember that their willingness to refer us is more important than getting a referral at that “on the spot” moment.

240001-X1 Copyright

1999

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