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Customer InformationName: Date

(MM/DD/2013):Company: Title:

Phone Number:

Email:

Address: Address 2:

Address 3: City:

Postal Code: Country:

Account

Position: O ExecutiveO DirectorO Manager O Individual Contributor

EATON

Discussion Leader:

Discussion

Partner:

E #

Email:E

Segmentl(check all that apply, 'refer to the ‘Segment Definitions’ tab tor descriptions of the Corporate Segments)

Corporate Segments□ Alternative

Energy*□ Government*□ Oil and Gas*□ Manufacturing

OEM*Industrial□ Mining Metals & Cement

□ Marine & Offshore□ Automotive□ Airport & logisticspi Food & beverage (Process and ^ Packaging)Q Chemicals/Pharma□ Other industrial constructionConstruction

□ Residential construction

□ IT and Data Cntrs.□ Other commercial

Constr.

Infrastructure□ Power utility

Other infrastructure

□ N/A

□ Other (specify)

Customer type

O Brand labeled OEM O ET distributor OlT distributor O Other (specify)O UserO EPC Contractor (turnkey) O Contractor (installer)

O ConsultantO M OEM (machine builders) O E OEM (panel builders

)current

Length of relationship between customer (person

interviewed) and Eaton:

How long has this customer been at his/her position?Less than a year 1 - 5 years 6 -10 years 11-15 years 16 + years

ooGo

o

Contact's Function

o Owner Oo General

Manager O Engineering

o Finance O Manufacturing/Gperations

o Human Resources O Product Planning

c Env Health 8 Safety o Project/Program

P.lanagement

o IT o Purchasing/Mater

Electrical Sector EMEA

Region (check one only)Central & East Europe

O Bulgaria, Romania O Czech Republi

c, Serbia, Slovakia O Hungary O Polan

d O Turkey O Ukraine

DACH-RO AustriaO Germany, Switze

rland O Russia

Middle-EastO Gulf countries O KSA (Saudi

Arabia)

O Levant countries (Syria, Lebanon, Jordan) O UAENorth Europe Africa

0 BeNeLuxQ Denmark

0 Finland0 IrelandO Latvia 0 Norway0 Sweden

0 UKSouthwest

Eurooe0 FranceO Greece0 IsraelO Italy

O Portugal0 Spain

In the past, have you interviewed this.

fi Account (i.e. Company Electrica!)

1 1 Customer (i.e. Bob MDer)

P Neither, first fame for Account

Account Status

O Growth Potential

O At-Risk

O Mature

Sales Generated from Customer:

Approximate Prior Year

O

o

o

CRR Discussion Topics

For each discussion topic, ask how well are we doing and if our customer has noticed improvement. Ask for specific ideas for future improvement Ask them how EATON compares with our competition and ask who does it better.

Current Product Quality and Performance• Complies with

requirementsVmeets specifications HOW well does Ihe quality Of our products and • Availability of product • Packaging services meet your

needs? • Reliability of delivery times • Ease of installation• Delivered quality of product and shippingWhat, specifically, can we do to

improve?How well are we doing in this area?

02 03 04 05very poorly very wellHave we improved in this area?

O declined Osame Oyes

What do we do well in this area?How do we compare with our competition

01 02 03 04 05 worse than

better thanWho does it better? Why?

Pre-order/Order Support• Sales/service availability • Can-do

attitude Do we support you effectively? • Drawing approval/timeless• Issue resolution/follow through• Sense of urgency/responsiveness to questions on time

What specifically, can we do to improve?How well are we doing in this area?

01 02 03 04 05

very poorty very wellHave we improved in this area?

O declined O same O yes

What do we do well in this area?How do we compare with our competition

01 02 03 04 05worse than better thanWho does it better? Why?

For each discussion topic, ask how well are we doing and if our customer has noticed improvement. Ask for specific ideas for future improvement. Ask them how EATON compares with our competition and ask who does it

CRR Discussion Topics

better.

Post - order Support • After - order support How well do

we provide you with appropriate • Start - up support life - cycle support? • Warranty support

What, specifically, can we do to improve?

How well are we doing in this area?

01 02 03 04 05very poorly very wetl

Have we improved in this area?

O declined O same O yes

What do we do well in this area?How do we compare with our competition

01 02 03 04 05worse than better than

Who does it better? Why?

Innovation• Understanding your needs •

Providing technical How well do we demonstrate an innovative • Bringing new ideas leadership approach to support your business

objectives? • Developing the right products• Providing complete solutionsWhat specifically, can we do to improve?How well are we doing in this area?

01 02 03 04 05very poorty very wellHave we improved in this area?

O declined O same O yes

What do we do well in this area?How do we compare with our competition

01 02 03 04 05worse than better thanWho does it better? Why?

For each discussion topic, ask how well are we doing and if our customer has noticed improvement Ask tor specific ideas for future improvement. Ask them how EATON compares with our competition and ask who does it better.

CRR Discussion Topics

Business RelationshipHow well does our relationship add value 10

your business? • Supporting you in all the markets you serve/helping you grow your business

• Life-cycle costs • Brand name• Understanding your expectations • Supporting your goalsWhat, specifically, can we do to

improve?How well are we doing in this

area?

01 02 03 04 05very poorly very wenHave we improved in this

area?

O declined O same O yesWhat do we do well in this area?

How do we compare with our

competition? 01 02 03 04 05worse than better than

Who does it better? Why?

CommunicationHow well do we provide you with * Frequency and format of communication • Shipping

updates J information that impacts your business? • Sales literature, tools and website • Other (related to other topics)

• Product launches and updates• Price list/terms and conditionsWhat specifically, can we do to improve? How well are we doing in this

area?

0 1 0 2 0 3 0 4 0 5very poorly very wellHave we improved in this

area?

O declined 0 same O yes

What do we do well in this area? How do we compare with our competition? 0 1 0 2 0 3 0 4

0 5Who does it better? Why?

CRR Open-ended Questionsleft of the topic

□Current Product Quality and Performance

□Pre*order/Order Support

□Post-order Support

□Innovation

□Business Relationship

□Communication

Measure PerformancHow is Eaton's performance in each

of these areas?Very Poorly

Very WelOi 02 0

304

05

Oi 02 03

04

05

01 02

03

04

05CMOo

03

04

05

o 03

04

05

Capital UtilizationEnergy Efficiency/ Reduction in Energy Costs

Risk Mitigation

Safety

Sustainability (Green)

"‘Btisinn-.’; Attribute Definitions:Capital Utilization: Using capital more effectively with equipment that works longer and better and/or doing more

with less equipmentEnergy Efficiency/ Reduction in Energy Costs: Reducing

operating costs through effective power management and maintenance strategies.

Risk Mitigation: Reducing the nsk of construction delays and costs overrunsSatefy: Identifying and mitigating electrical hazards to

Rank orderAsk your customer lo rank order each of the discussion topics ( 1 *mcst important. 2=seccnd most important and so on) Flace the appropriate number m the box to the

Rank OrderHow Important is the attribute below to your business?(‘See definitions below)(1»most important)(5-leaat important)

proted what is importantSustainability (Green): Doing business In ways that enable future generations to meet their own needs

CRR Open-ended Questions - continued

Which trends in your industry might affect the products and

services youll need from us in the future? Which of your customers' needs are/will you have the most trouble fulfilling?If you have purchased services from Eaton Electrical EMEA, please comment on your experience._

How likely would you be to recommend Eaton as a supplier?

O Very likely Please comment:

o

O Not sure

o

O Not at all likely

Who else in your organization might have input that we

should discuss? Name Title Contact

info.

How do you feel about this discussion?CRR Action Planning

Customer expectations of our actions

Now that you have completed the discussion around the topics and open ended questions, ask your customer to help you understand their expectations Be careful to manage those expectations so that we don't identify actions that we are unable to take The goal here is to align the actions take to our customers’ expectation

Current Product Quality and Performance____________

Pre - order and Order Support

Post - order Support

Innovation

Business Relationship

Communication

Other areas of expectations