Simple Management Group Newsletter - January 2022

JANUARY 2022

VOL. 2 ISSUE 1

FOCUS The Monthly Newsletter of Simple Management Group

IN THIS ISSUE CEO CORNER - 2-3 JEWELRY TRAINING - 4-5 STORE RANKINGS - 6

TEAM HIGHLIGHTS -

WINNERS CIRCLE Q4 - 7 WELCOME ABOARD - 8 CELEBRATIONS - 9 EMPLOYEE SPOTLIGHT - 10 IN THE COMMUNITY - 11 EMPLOYEE ENGAGEMENT - 11

WEBINAR SERIES -

WEBINAR SPOTLIGHT - 12 WEBINAR SCHEDULE - 12 ANNOUNCEMENTS

WARRANTY PLANS - 13

JANUARY 2022

VOL. 2 ISSUE 1

CEO CORNER REFLECTING ON OUR EARLY WINS AND OUTLOOK FOR 2022 We have accomplished many great things in the past three months, and our journey to building a brand of highly engaged teams and profitable stores continues.

While there were many uncertainties during 2021, we recorded the highest retail sales in our history. With over $750,000 in jewelry and $500,000 in general merchandise added to our stores, we are projecting a recordbreaking Q1.

We implemented several high-leverage initiatives, to mention a few: we engaged Tableau, a business intelligence tool that integrates with PawnMaster, providing us with actional and straightforward reports to make timely informed decisions. Our team members will have access to easy-to-interpret data that impacts their performance. We partnered with Gallup, a nationally recognized workplace survey firm, to measure team member engagement, implemented microlearning series to our learning and development program and formed our first President’s Council. These team members serve as internal ambassadors and are the voice of the field.

How did we accomplish so much in such a short time? I'm reminded of the simple but effective lessons basic to our success. Hire people who align with our culture and values.

Provide world-class customer service. Be consistent with the execution of our communication model. Follow our sales and loan standards. Have a plan and execute with a sense of urgency. Always remember when you have a good idea, the time to execute is now! If we remain grounded in these important principles, we will continue to grow and enjoy our success.

Each year, I think it's appropriate to revisit the tenets that drive our vision and purpose.

Our Core Values Great Teams - "there is no "I" in team," the expression is oft-repeated. While highperforming team members are essential for delivering results, cohesive work culture is what drives success. Each of our team members plays a key role in the company's success.

Excellence in Every Role - as "Simple" team members, we perform to our highest potential, and excellence is our hallmark. By operating at our highest standard, we attract high-caliber talent and create norms that allow us to achieve outstanding success.

Continued on page 3...

JANUARY 2022

VOL. 2 ISSUE 1

CEO CORNER Green and Clean - our customers deserve a quality shopping experience, and a dirty store cannot provide this. Our team members must be fanatical about cleanliness (never pass the trash, pick it up). Cleanliness is a nonnegotiable standard for a Simple Team Member.

Open Culture of Trust and Accountability communication is the building block to creating a culture of trust. Communicate relevant and actionable information by following our communication model.

Celebrate our Accomplishments - recognize the accomplishments of your team and its individual members. Remember, people will forget what you said or did, but people will never forget how you made them feel. Be lavish and sincere with your praise and approval.

John Thedford CEO

OUR VISION

To be the largest and most profitable chain of pawn stores in the world

PURPOSE

Best at whatever we do; because our family, customers, community, & company deserve it.

CORE VALUES

Great Teams Excellence in Every Role Green and Clean Open Culture of Trust and Accountability Celebrate Our Accomplishments

JANUARY 2022

VOL. 2 ISSUE 1

JEWELRY TRAINING Romance Your Jewelry Customers ...and eliminate many price objections!

Customers tend to focus on logical reasons to make a purchase, such as price and quality, but the driving force behind their decision often lies in emotional reasons.

Incorporating romantic and descriptive words into your presentation will encourage your customers to focus on the gift, the recipient, and the occasion, rather than focusing on the cost.

When you use descriptive terms combined with talking about the occasion and the recipient, you are focusing on Benefits and customers become emotionally involved and price becomes secondary.

When you only speak in terms of Features, such as 10k & 14k gold, your customer will focus on the item and the price and will shop around to find the best price.

Say something like “How thrilled will she be when you put this Classic Past, Present, and Future Anniversary ring on her hand this Valentine’s Day?”

They may be making a jewelry purchase for status or prestige or just to treat themselves.

Whatever the occasion, use descriptive terms in your sales presentation to appeal to your customers emotions, you will get fewer objections, and close more sales!

Awesome Becoming Breathtaking Brilliant Captivating Charming Classic Contemporary Cool Dazzling Delicate Elegant Exceptional Exciting

Exquisite Extraordinary Eye-catching Fire Fabulous Gorgeous Graceful Handsome Impressive Lustrous Magnificent Memorable One-of-a-Kind Prestigious

Even though it’s Valentine’s Day, make sure to ask for the reason they are shopping and who they are shopping for since they may be shopping for a Birthday, Anniversary, Quinceanera, etc.

Greg Weiss Director of Jewelry Operations

Radiant Rare Rich Smashing Spectacular Stunning Stylish Tasteful Timeless Traditional Unique Unusual Vibrant

JANUARY 2022

VOL. 2 ISSUE 1

JEWELRY TRAINING Put It On and Make More Sales All Retail Studies show that when customers touch, hold and wear items they are considering purchasing, they are far more likely to buy it.

When showing a bracelet to a customer, always open it and hold it near their wrist to put it on them; it is natural for the customer to move their wrist closer to you when you do this.

When showing a chain, don’t ask them to try on; say something like… ”Here, try this on. It’ll look great on you!” Then get the counter mirror so the customer can see it on themselves.

If a man is shopping for a female, get one of our female Team Members to “model” it for them, so they can picture it on the recipient.

Using these types of techniques will increase the customers emotional attachment, makes their shopping experience more fun, and absolutely increases the odds that they will buy the item!

Now go put some jewelry on your customers and make more sales!

Greg Weiss Director of Jewelry Operations

JANUARY 2022

VOL. 2 ISSUE 1

STORE RANKINGS DECEMBER 2021

1

Cayman, George Town

$143,023

TOP 3 STORES IN NET REVENUE

2

Dominica, Roseau

$71,104

3

Bahamas, Freeport

$68,426

LAYAWAY BALANCE TOP 10 - DEC 2021

GOOGLE REVIEWS TOP 10

1

Cayman, George Town

$229,079

1

Florida, St. Cloud

515

2

Dominica, Roseau

$131,733

2

Florida, Kissimmee

403

3

Florida, St. Cloud

$126,589

3

Jamaica, Kingston

323

4

Florida, Kissimmee

$107,196

4

Florida, Pleasant Hill

313

5

Bahamas, Freeport

$100,728

5

Barbados, Bridgetown

276

6

Barbados, Oistins

$90,758

6

Jamaica, Montego Bay

273

7

Florida, Pleasant Hill

$90,072

7

Barbados, Oistins

217

8

Barbados, Bridgetown

$87,698

8

Jamaica, May Pen

209

9

Bahamas, Nassau

$84,784

9

St, Kitts, Basseterre

185

10

Jamaica, Montego Bay

$83,898

10

Grenada, St. George's

167

WINNERS CIRCLE

Ricardo Maldonado

Deandrea Rahming

Kissimmee, FL $122,665

Freeport $61,793

Austin Reyes

Dave Colley

St. Cloud, FL $117,498

Montego Bay $60,602

Kayla Orrett

Yanique Spence

Grand Cayman $92,042

Montego Bay $56,919

Ruben Parra

Shakira Scott

Kissimmee, FL $71,790

Kingston $55,345

Whitney Isaacs

Tena Wilson

Grand Cayman $70,142

Montego Bay $53,387

JANUARY 2022

VOL. 2 ISSUE 1

WELCOME ABOARD

Say Hello to the Newest Members of the Team!

Jampsley Phanor

Sashana Wilson

Sales Associate

Sales Associate

TCI Uptown

Grand Cayman

Marc Saintilmond

Tania Brown

Sales Associate

Sales Associate

TCI Uptown

Grand Cayman

Mauresha Strapp

Abiann Gayle

Sales Associate

Sales Associate

TCI Uptown

Grand Cayman

Juan Marrero

Shanty Ebanks

Store Manager

Sales Associate

Kissimmee

Grand Cayman

Sherika Cumberbatch

Chehara Thompson

Sales Associate

Sales Associate

Oistins

Freeport

Wilmar Mazo Sales Associate St. Cloud

JANUARY 2022

VOL. 2 ISSUE 1

CELEBRATIONS SERVICE ANNIVERSARIES Nanci Wynn Corporate January 1st - 6 Years

Greg Jules - Jan. 1 Marc Saintilmond - Jan. 5th

Shea Walker Kingston January 4th- 1 Year Vanessa Ambuslery Portmore January 4th - 1 Year Deborah Smith Corporate January 5th - 12 Years Andrine Brown Kingston January 6th - 2 Years Shakira Scott Kingston January 6th - 2 Years Viktoria Williamson Corporate January 15th - 4 Years Ebony Williams-Stuart Freeport January 22 - 4 Years Kimone Burke Portmore January 25 - 1 Year Antoine Fontaine Dominica January 30 - 5 Years

BIRTHDAYS

Nathania Wright - Jan. 7th

Marilyn Vasquez - Jan. 10 John Thedford - Jan. 10 Luis Garcia - Jan. 12 Dave Colley - Jan. 18 Saidah Thorpe - Jan. 19 Joicelyn Henry - Jan. 20 Philippa Major - Jan. 21 Keith McGregor - Jan. 26 Yanique Spence - Jan. 27 Bernard Cooper - Jan. 28 Martita Rodriguez - Jan. 30 Daniel Wilson - Jan. 31

JANUARY 2022

VOL. 2 ISSUE 1

TEAM MEMBER SPOTLIGHT

Kayla Orrett Grand Cayman

Current Role: Sales Associate How long have you been with the company? 2 years Best advice you’ve ever received? If you fail to plan, you plan to fail!

What are your top goals for 2022? To keep track of my diet and fitness journey. I am also working on professional development opportunities to advance in my career.

What is your greatest career accomplishment so far?

Making it to the Winner’s Circle and being consistent in achieving my targets.

What would your coworkers be surprised to know about you? I’m the life of the party.

What do you enjoy doing outside of work? Visiting the beach as much as possible.

JANUARY 2022

VOL. 2 ISSUE 1

STEPS TO SUCCESS IN 2022 GROW LOAN BALANCES

Huge focus on growing our pawn loan and layaway balances to ensure future success.

GREEN & CLEAN

Ou r g o a l i s t o h a v e a “ c u s t o m e r ready” store for every customer that drives into our parking lot and walks into our stores.

THE BASICS

IN THE COMMUNITY GIVING BACK TO OUR COMMUNITIES IS A COMPANY PRACTICE AS EVIDENCED BY THE WORK WE HAVE DONE. THIS YEAR WE PARTNERED WITH THE SALVATION ARMY AND GAVE BACK THROUGH SERVICE AND DONATIONS.

Hi g h l e v e l e x e c u t i o n o f t h e d r o p process, reminder calls, loan/purchase walks, aged inventory management and loan/sales standards on a daily basis.

FLAWLESS EXECUTION

NEHA (Needs, Emotional Attachment, History, Ability and Willingness to Pay Back the Loan) and Sales and Loan Standards.

SET THE STAGE

Our jewelry showcases need to be “popping” (clean, sparkling jewelry sells!) and our general merchandise clean and appropriately price-pointed.

TEAM MEMBER ENGAGEMENT SURVEY Building an engaged workforce is the responsibility of every team member. Team members at every level in the company are accountable for creating a culture of engagement and a great place to work.

We believe that weekly One-On-One’s, training, daily huddle-ups, measuring and communicating results, weekly WOWs, monthly newsletter, and celebrations have a significant impact on driving team member engagement. When our team members are engaged, they are motivated, they feel valued and recognized by their leaders, their productivity goes up, and most importantly — they become the best brand ambassadors for the company.

We have teamed up with Gallup, a nationally recognized workplace survey firm, to conduct our Team Member Engagement Survey. This survey is designed to provide context regarding the current state of team member engagement and the action needed to take us where we want to be in the future.

The survey was sent on January 4th and is open for your response until January 18th. If you have been with the company for more than 30 days and did not receive a survey invitation from Gallup, please notify your manager immediately.

Your participation is important to the success of this initiative.

We appreciate your feedback and commitment to being the best in the world!

UTILIZE YOUR TOOLS

Weekly Webinars, Circle of the Sale and Pawn Loan Qualifying training of all team members.

REDUCE AGED INVENTORY

Move aged inventory responsibly, know how much 365+ items you had as of 12/31/21, track progress daily!

PHONE SCRIPT

Execute our phone script and remember the goal is to get customers into our stores!

BEAT BUDGET & HAVE FUN

Let’s make 2022 our best year ever! We’re not here to take part, we’re here to take over!

BEST IN THE WORLD AT WHATEVER WE DO! IT ALL COMES DOWN TO YOU!

JANUARY 2022

VOL. 2 ISSUE 1

WEBINAR HIGHLIGHT STEP 4: Closing the Sale & Adding-On

CIRCLE OF

Be Prepared to Ask for the Sale

THE SALE

1. Be genuine during the sales process 2. Create a sense of urgency 3. Prepare yourself to address and overcome objections 4. Make suggestions of additional items that customers can purchase 5. Partner with a colleague to assist you with the close if necessary

Upcoming January Webinars JANUARY 6

JANUARY 13

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-

SIMPLE WARRANTY PLAN

PROMOTING LAYAWAYS FOR VALENTINE'S DAY

JANUARY 20 -

JANUARY

THE CIRCLE OF THE SALE

27 -

PROMOTING PLO

JANUARY 2022

VOL. 2 ISSUE 1

ANNOUNCEMENTS WARRANTY PROGRAM Jewelry & General Merchandise

Jewelry Plan Features First Sizing FREE (one size up or down) 100% Trade in Value Guaranteed Loan Amount FREE Cleaning & Polishing FREE Jewelry Inspection FREE Jewelry Cleaner & Cloth 1 FREE Watch Battery Replacement FREE Diamond Replacement up to .07 50% Off Standard Jewelry Repair Rates Invitation Only Sales Events

We are excited to announce the rollout of our Simple Plan warranty programs. These warranty programs will be two separate plans with one dedicated solely to jewelry and the other to general merchandise. These plans provide your customers extra peace of mind for their retail purchases while creating a new and unique revenue stream in our stores. More information, including special terms and conditions, will be available to you in our next webinar series and marketing brochures. Here are a few high-level

highlights of each program:

Simple Merchandise Plan Features One time payment of 10% purchase price Covers GM items such as computers, audio/video, tools, and much more 6 month protection In-Store Replacement or Store Credit Low Cost $10 Minimum

JANUARY 2022

OUR VISION To be the largest and most profitable chain of pawn stores in the world.

PURPOSE

Best at whatever we do; because our family, customers, community, & company deserve it.

CORE VALUES

Great Teams Excellence in Every Role Green and Clean Open Culture of Trust and Accountability Celebrate Our Accomplishments

VOL. 2 ISSUE 1

Your Corporate Support Team John Thedford - CEO Chad McGhee - COO Gethin Huckle - CFO Alison Verni - Controller Rebecca Vieira Cox - Director of HR Andrew McGhee - Marketing Director Viktoria Williamson - Executive Legal Assistant

Corporate Office:

625 Main Street, Suite 27 Windermere, Florida 34786

+1 321. 424. 5919