| 1 | [Transition] Let me begin with why this matters — the numbers speak for themselves. |
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| 3 | Only 15% of our customers come back for a second purchase. [Pause] That's against an industry benchmark of roughly 40%. [Data] We're losing 85 out of every 100 customers after their first transaction. |
| 4 | |
| 5 | 78% rate our after-sales care as Fair or Poor. And 52% — more than half — leave us for a competitor's model. [Benchmark] The cost of acquiring a new customer is 5 to 7 times the cost of retaining an existing one. With only 15% repeat purchases, we're leaving significant lifetime value on the table. |
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| 7 | [Scan Room] Every lost customer represents 3 to 4 potential vehicle purchases over the next decade. |
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| 9 | Key points: ① 15% repeat rate vs 40% industry benchmark ② 78% after-sales dissatisfaction ③ 52% lost to competitors — addressable churn |
| 10 | Duration: 2 minutes |