Company Overview

1. Company Overview • HS Brands International is a global mystery shopping and loss prevention company. • HS Brands International currently has 6 offices worldwide; Boston, Las Vegas, Switzerland, Turkey, India and Argentina. • HS Brands International is a member of the Mystery Shopping Provider’s Association.

2. What is a Mystery Shop? When a shopper posing as an actual customer shops a Harley-Davidson location. The shopper then writes a report detailing their experience. Mystery shops can focus on a number of different things for automotive clients, including: • Customer Service • Sales Skills • Follow Up • Cleanliness • Best Practices

3. The Mystery Shopping Process 1. Each month locations are scheduled to be shopped using a shopper in our database. 2. Shoppers are selected based on their previous shop rating and experience. 3. Once the survey is done, the shopper completes an online form and submits it for editing. 4. Editors will review the survey to check for consistency, accuracy and grammar. The survey is then finalized. 5. Once finalized, the survey gets emailed to the appropriate parties within Harley-Davidson. This survey will appear in the shop logs and reporting system immediately. All shop results are in real-time.

4. Mystery Shopper Profiling, Selection and Training All mystery shoppers are tested, trained and ranked. • Any person in the world that wishes to become a mystery shopper signs up in one of our databases depending upon where they live. • Once in the database they are required to complete extensive demographic data about themselves, which includes gender, race, marital status, children, income level and education level. They also supply us with a writing sample. • Our proofreading team, who also determines if this person can become an active shopper now capable of receiving potential mystery shopping jobs, reviews the writing samples. • Once active, the shoppers receive e-mails that detail potential mystery shopping jobs in their area. Their request for a particular job is sent to our scheduling team who selects which shoppers are best for a particular assignment. • The proofreading team reviews the mystery shop and grades the performance on a scale of 1-10. Shoppers that did exactly what they were instructed; such as provide a detailed report with no grammatical mistakes or contradictions and submit the report on time receive a 10. For each missing piece or any need for cleanup or contact to the shopper by the proofreader lowers the score. Once the final rating is selected, the proofreader writes a detailed list of what could have been done by the shopper to achieve a higher or perfect score. • Going forward the scheduling team uses this rating in it’s selection process and potentially deactivates shoppers that fall below our acceptable threshold of 7.

5. Finalized Mystery Shop Fully customizable survey dashboard and the ability to brand with company colors.

6. Data and Reporting All data is in real time! 3 Pronged Approach to Reporting: • Viewing data on screen: You can view the data on screen within our Sherlock software system or export/PDF the reports individually. • Data export: You can export the data for further manipulation and analyzing. • Use Sherlock’s suite of reports: Sherlock has over 50 statistical reports ranging from geographic reports to trending over time. These reports are fully customizable too. View our reporting video here.

7. Sherlock is HS Brands International’s software system. It allows you to login and see completed surveys and run reports using historical data from previous customer satisfaction surveys.

8. Logging in to the system • Once on the login page, click “Client Login.” • Enter client name, your username and password.

9. Client Home Navigational tools and Customized Dashboards. Reports: Access to all reporting functions. Locations: View all locations plus average survey scores. Shop Logs: Access to all completed surveys, PDF capabilities and email. View Form: View your survey. My Account: View and modify login details.

10. Reports Home All reports are categorized by type. i.e. Location reports, survey reports, trending and graph reports, etc. Choose the survey from the main dropdown menu at the top that you wish to run reports on. Access all reports from this screen. 3. Choose a report from a dropdown menu, then click “Go.”

11. Company Overview Report 1. Choose date range. 2. Under show, choose subdivisions or stores. 3. Under display options, hide lines with no evaluations and exclude deactivated stores to show only lines with data. 4. Click “Full View.”

12. Company Overview Results • The Company Overview Report allows client managers to generate reports on every company subdivision within the company's structure.

13. Quick Ranking Report 1. Choose date range. 3. Choose an option from the drop down menu for the report to rank on. i.e. evaluation score or a sectional score. 3. Click “Full view.”

14. Quick Ranking Results • This report allows a manager to rank their locations in relation to one another. • You can click on “S2,”“S3,” etc. to rank locations by section heading. • Clicking on “Average Score” ranks each location from high to low on their average score.

15. Survey Summary Report Choose date range. Check off boxes depending on what you want the report to showcase. Click “Full view.”

16. Survey Summary Results • The Survey Summary Report shows you the percentage of time a question is answered “yes” versus “no.” • Turn positive percentages green and negative percentages red.

17. What sets us apart? • International presence; satellite offices in Las Vegas, Switzerland, India, Turkey and Argentina. • Nevada • Licensed Private Investigators • We are able to provide a full scale outsourced customer service and loss prevention operation and everything in between. • We’re not into sales. We’re into logic and building relationships.

18. Partial Client List National Amusements Oakley Olympia Sports Papa John’s Quiznos Ripley’s Believe It or Not Spencer’s Gifts Smokey Bones Tedeschi’s Treasure Island Resort and Casino Vans VW Westin Hotels Wolfgang Puck Batteries + Bellagio Resort and Casino Cartier Cousin’s Subs CVS Domino’s Dunkin’ Donuts Friendly’s GNC Hyatt Gaming Jiffy Lube International Johnny Rockets LG The Light Group

19. Contact: Claudia Brea, President Claudia.Brea@hsbrands.com Florida 930 p. 2° AC1005AAT Buenos AiresArgentina+54.11.5353.7778 www.hsbrands.com