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of 24Norman Shutters® Rev. 2/07/07

JCPenney Furnished & Install Training Program


Customer Service

JCPenney Procedures

About Norman Shutters

Shutter Outlook

JCPenney Program

Table of Contents


“The Billion Dollar Baby”

The shutter industry is estimated at $750 million dollars on the manufacturing level and over a billion at the retail level.”

DWC Magazine, November 2004 Editor

Shutter Outlook


The Future of Shutters

Shutter Outlook

“Double digit growth in shutter sales over the next 5 years possibly extending to the year 2013.”

Source: Business Trend Analysis Report 2004.

Factors:

Consumer Demand

Alternative Products

Competitive Pricing

Imports


Nien Made Headquarters located in Taiwan

Nien Made

Founded in October 1973, Nien Made Enterprise Co Ltd is one of the worlds leading manufacturers in the window covering industry.

Grown from a company of 7 employees to a total of over 12,000 employees worldwide.

Nien Made’s annual production volume is over 36 million units of blinds & shutters worldwide with revenues of over $300 million.

Nien Made is publicly traded on the Taiwanese Stock Exchange.



Norman Shutters

In 2001, Norman Shutters occupied this 132,888 sq. ft. building in Santa Fe Springs, California. It is the center for Sales, Marketing, Training, Customer Service, Installation Support, Warehousing, Market Research, Product Research & Development, Production, and Logistics for operations in North America.

Today, Norman Shutters has expanded its distribution facilities to Dallas, Texas and Chicago, Illinois. These new facilities are equipped to better accommodate orders throughout the United States and Canada.



The Factory

Our 2.2+ million square-foot facility can ramp up to meet seasonal demands.

We have 3,500 employees, who are truly craftsmen, dedicated to making shutters every day.

� Production: 10,000 Panels Daily

� Real-Time Interaction

� Computerization

(same working hours as our US facility)

� Automated Process

� Consistent On-Time Delivery

� Just-In-Time Manufacturing



Customer Flow

Customer Places Measure Request at JCPenney

NIC Receives Initial Order Form

NIC Forwards Measure Request to F&I Partner

NIC Faxes FINAL Price to JCPenney.Customer Pays. Store responds with Final P.O.

Order Proceeds into Production

Order is Shipped to F&I Partner

Installation is Complete

F&I Partner Measures & Submits order to NIC

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JCPenney Program


In-Store Point of Purchase

Marketing Inserts Brochure Holders

Different Views

JCPenney Program


JCPenney Program


JCPenney Program Options

Available Louvers

• 1 1/4” (HW only)

• 1 7/8”

• 2 1/2”

• 3 1/2”

• 4 1/2”

Available Frames

• 3” Ridged Deco

• 2” Camber Deco

• L Frame

Bullnose

Beaded

Vintage

Colonial (HW only)

• Z Frame

Crown

Bel-Air

Bullnose

Beaded

• Hang Strip

Available Hardwood Colors

Bright White

Silk White

Pure White

Pearl

Creamy

Cameo

Crisp Linen

Bisque

Honey

Golden Oak

Oak Mantel

Pecan

Cherry

Dark Teak

Cordovan

Rosewood

Mahogany

Black Walnut

Available Composite Colors

Silk White

Pearl

JCPenney Program

** Please refer to the JCPenney Program Binder for entire program options.


F&I Care Package

JCPenney Program


Who Do You Call?

Installation Department

Installation Questions

Payment Issues

Changes To Your Personal Records

Contract Issues

Overall Program Suggestions

Customer Service

Order Status

Remake Status

Appointment Updates

Measure Questions

Refer all price related questions back to the JC Penney store that the shutters were purchased at.

*

Call us at:(866) 667-6268

OR

Customer Service


Customer Service and You

Customer service is what Norman International Company (NIC)

believes is the key to making each Installed Sales Program a

success!!!

You may think…

You will be the focal point of most of the customer interactionthroughout the ordering process!!

“What do I have to do with Customer Service?”

“I am just contracted to do the measuring and the installation.”

“The customer is mad, but it’s not my fault.”

“It’s not my fault so I’ll just refer them to NIC or back to the store.”

“I am too busy to get involved with each customer.”

Customer Service



There are some key elements to think about in your everyday

interaction with customers:

� Professionalism

� Knowledge

� Attitude

� Appearance

Are you professional?

We know you are, and you can let your customers know you are by:

Arriving to your appointments on time.

Being properly prepared for unexpected installation situations

Leaving the job site in a clean condition and removing all debris from the property

Not taking drugs, alcohol or tobacco while in the customer’s home

Not playing music at the job site unless prior consent by customer

Not cursing or using abusive languages of any kind

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Customer Service



Are you knowledgeable?

The better your knowledge is about the product, program, and account stores, the better you’ll be equipped to answer any of the customer’s questions.

Having the knowledge and the understanding of the differences in the shutter programs being offered at the store level.

Having basic knowledge of the store level issues and solutions.

Having basic knowledge of NIC’s department structure to direct any customer or store associate issues.

Having the knowledge to deal with various issues that may arise

during the measure and installation process.

(additional charges, manufacturer error, shipping damage, measuring errors, etc.)

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Customer Service



If you are positive, pleasant, sincere, or sympathetic, then thecustomer will feel that.

Be on time. Don’t be late and then try to speed through the measure or installation appointment. The customer will know you’re in a rush.

Should a problem arise, don’t show frustration or lack of care…be understanding, and sincere.

In dealing with the store associates, be helpful, positive and appreciative and keep in mind that they play a big part in the success of our program.

Do you have a positive attitude?

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How is your appearance?

A professional appearance and attitude on the job site builds

repeat business. How many times have we heard, “First

impressions mean everything.”

� Clothing should be professional, clean and free from tearsor excessive wear

� Good personal hygiene is important

� Not wearing sandals, tank tops, or mid-riff bearing shirts

� Keeping a clean and neat vehicle

Customer Service


Filling Out The Measure Sheet

The customer information section

� Labeling the PO#, customer name, measure date, WO#.

� Labeling helps ID to appropriately save the file

� ID will help us notify you if we are unable to identify the order

� Make sure note if it’s 1 of 2 or 2 of 10 etc…

1 of 2

38442792 03000018542358

Joe Smith1234 Main St

Anaheim, CA 90634

08/01/03 07/31/0312:00 pm

JCPenney Procedures


Filling Out The Measure Sheet

Customer and

Installer signatures

are required for

payment.

08/01/04 Joe Smith1234 Main St

Anaheim, CA 9063438442792

07/31/040300001854

LIVDIN

21

XX

IMOM

55 3/8 60 100 53 30 3 1/23 1/2

1” WhiteWhite

12:00pm

1”1 ¾

Center 23”77”

LZ Lg Deco

3 4 RS

24

LTRLTLRTR

2

1 of 2

The back of your original Measure Sheet contains the step by step orderof properly filling out the measure sheet to avoid missing any items.

JCPenney Procedures


Service Work Orders

JCPenney Procedures

Service Work Orders (SWO) are required on ANY unsuccessful installation

A SWO will need to be filled out should you be unable to complete an installation due to shipping damage, installer mis-measure, manufacturing error, etc…

This will be the only form in which the Installation Department can proceed to make the correction.

The SWO must be completed as thoroughly and accurately as possible indicating the line item and problem in detail.

This will become your invoice to be paid the trip charge.

You must provide pictures in electronic form if there are freight and manufacturer errors.

Trip charge will not be paid if a mis-measure was made.

OR

If the remake is due to the installer’s craftsmanship.

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Service Work Order Form

Basic InformationSection

Customers first & last nameWO #, Store #, Installation

Date, etc.

Description of Problem & Solution

Section

This section is where you will document what caused

you to be unable to complete the installation

successfully

Incomplete information will cause ID to contact you to clarify exactly what is the

situation

Authorization For Additional Charges

This section is where you will document any

additional labor that could not have been foreseen at the time of the measure

The customer MUST sign and authorize before work begins, and PAYMENT will be handled between You and Norman Shutters.

DO NOT DISCUSS ANY CHARGESWITH CUSTOMER

JCPenney Procedures

Fax #: (800) 732-7416

Store No: Store Name:

Customer's Name: Contractor's Co. Name:

Job Address: Contractor's Installer contact:

City, State, Zip: Installers Phone No:

Customer Phone: Original Work Order No:

Shipping Damage

Manufacturer Error

Measuring Error

Remake (Shipping & Manufacturer Error)

Re-Order (Measuring Error)

SHIPPING CLAIMS

SHIPMENT SHORTAGES

Installer Signature: Date:

Claims must be reported in writing within 10 business days of receipt for ground shipments or 3 calendar days of receipt for air shipments. You must provide pictures in

electronic format if there are freight and/or manufacturer errors.

NIC reserves the right to deduct from funds due the replacement costs (the "cost") of products ordered resulting from Contractor's error in measurement(s), loss, damage, or other, at the following

rate; one hundred percent (100%) of the replacement cost of each mismeasured product at NIC then current best contractor pricing structure.

SERVICE WORK ORDER (JCP)

Description of Problem

Suggest For Solution

Upon receipt of shipments, you are responsible for immediately inspecting the entire shipment, regardless of the final date of installation. All shipping claims must be

reported in writing within 10 business days (for visible damage), or 15 business days for (conceal damage) of receipt for ground shipments or 3

calendar days of receipt for air shipments. Failure to do so will release NIC from any liability.


F & I Partner Payments

NIC considers the timeliness of F&I Partner payments very important, and we strive to make payments to all contractors in a timely manner

NIC makes every effort to pay F&I Partners within 4 - 7 business days from the date NIC receives the complete and accurate paperwork, not including mail time

� Steps to follow to help ensure the payment procedure is not delayed.

Measure sheets and lien waivers MUST be signed by both installer and customer before they are paid

Measure sheets need to be filled out completely and accurately in order for NIC to issue PCS and payment

Questions on measure sheet will delay the payment process

Measure sheets and lien waivers are required to be faxed to NIC the same day they are completed

Request for payment is automatically emailed to accounting upon receipt of properly completed measure sheets, lien waivers and SWO’s

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JCPenney Procedures


Notice of Missing Measure Sheet Signature

Missing Customer Signature Notice

TOP NOTCH INSTALLATIONS

This is to inform you that a customer you have recently measured did not sign the measure sheet. Their

signature is required for the purposes of 1) Authorizing payment to you for the measurement, and 2) To limit

your and NIC’s liability if the order is produced and the customer disputes the accuracy of the order.

Therefore, we must require that you re -submit this measure sheet with the customer’s signature before we can

proceed with authori zing payment. Should you choose to sign the measure sheet in place of the customer, then

you will be accepting liability for the order.

Store: EXPO # 2687

Customer: BIEBUYCK, JEAN

NIC WO#: 0800028547

PO #: 87428408 87427874

Measure Date: 06/13/2003

JCP # 1394

01/15/2004

Company ABC

JCPenney Procedures

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