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2017 Distributor Guide

PROIT’S

TIMEEXPERIENCE THE POWER OF RHEEM® PRO PARTNERSHIP

INTRODUCTIONThis Program Guide is intended as a helpful resource for use by Rheem® distributors. It should not be distributed to contractors.

This document serves as the official guide to the Rheem Pro Partner Program, for the purposes of participant education, as well as program marketing, advertising and promotion. Rheem reserves the right to update this Program Guide at any time. The most current version of the Program Guide is available on MyRheem.com.

For questions regarding the Rheem Pro Partner Distributor Program Guide, its use or contents, please contact your Rheem District Sales Manager or email [email protected].

PROIT’S

TIMETHE OFFICIAL GUIDE TO THE RHEEM PRO PARTNER PROGRAM

TABLE OF CONTENTS

1. Program Overview

4. Resources

3. Enrollment & Reporting

2. Program Policies & Processes

• Mission .................................................................... 4

• Program Goals ........................................................ 4

• Rheem®-Recognized Partner .................................. 4

• Features & Benefits ................................................. 5

• Logo Guidelines....................................................... 6

• Contractor Requirements ........................................ 8

• Per-Contractor Costs .............................................. 8

• Value Guide ............................................................. 9

• Quality Pledge ......................................................... 10

• Marketing Co-op Program: Pro Partner Budget ...... 11

• Online Ratings & Reviews ........................................ 13

• KwikComfort® Financing .......................................... 16

• Enhanced Rheem Promotions ................................. 17

• Digital Brand Campaign........................................... 18

• ProClub Rewards .................................................... 19

• Training .................................................................... 20

• Biennial Pro Partner National Conference ............... 23

• Top 20 Criteria ......................................................... 25

• Pro Partner Enrollment ............................................ 26

• Pro Partner Reporting ............................................. 29

• Distributor Terms & Conditions ................................ 30

• Contractor Terms & Conditions ............................... 32

• Support Resources ................................................. 33

1.OVERVIEW

PROGRAM

1. PRO

GR

AM

OVER

VIEW

1. PROGRAMOVERVIEW

MISSION To recognize and reward excellence among, and foster stronger strategic relationships with, an elite membership of independent contractors whose superior dedication to the sale, installation and servicing of Rheem® products sets them apart from their peers. BENEFITS OF BEING A

RHEEM-RECOGNIZED PRO PARTNERThe Pro Partner Program offers value and a positive impact for contractors, distributors and customers. Its name and logo reflect the expansive scope and benefits of the loyalty program. Rheem® Pro Partner instantly resonates with both trade partners and customers to help cement members’ reputations as dedicated, elite, Rheem-recognized industry professionals.

PROGRAM GOALS• Help partners achieve more residential product sales,

acquire new customers and retain existing customers

• Strengthen relationships between Rheem, distributors, contractors and customers to help advance mutual success at every connection in the value chain

• Recognize and reward a select group of premier partners who provide a first-class customer experience through their commitment to Rheem-quality products and service

• Provide engaging training tools online and in the field, exclusively for partners

• Incorporate more effective program requirements and measurements for success to raise program value and increase partner satisfaction

• Establish and maintain open dialogues and communication with partners to ensure continual support and partner-driven program evolution

• Increase the value and quality of partner benefits offered

• Ensure the program and participation process is highly functional and easy for Rheem and our partners to implement, adopt and maintain

1. PROGRAM OVERVIEW

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FEATURES & BENEFITSIndustry recognition that sets contractors apart from their competition:• Exclusive Pro Partner logo to display on websites

and marketing materials

• Online Ratings & Reviews solicit, manage and promote customer feedback to enhance professional credibility

• Biennial conference experience with networking and training opportunities exclusively for Rheem® Pro Partner contractors, plus awards honoring the prior year’s Top 20 Pro Partners

Contractor Incentives:

• High-value ProClub Rewards structure

- Fast earning and easy redeeming, with points awarded for eligible equipment purchases, training and certain program participation

- Points earned do not expire as long as there is no 12-month period of inactivity on the contractor’s account

- Redeemable for thousands of high-value loyalty rewards, including gifts, tools, travel, event tickets and more

• Exclusive Rheem-administered promotions

- Exclusive rebate offerings to make selling even easier

- Can be used in conjunction with KwikComfort® Financing for even stronger purchase incentives

Technical and professional training for Pro Partners only:

• Graduate Studies Program on Rheem Academy, a free, engaging, limited-access training portal ($50 annual fee for distributors)

- 280+ courses in professional and business development

• In-classroom and online Rheem training and exclusive Pro Partner curriculum

• Exclusive videos, blogs, events, webinars and courses from third-party training vendors and content providers

• Biennial National Conference, training presence with exclusive curriculum

Tools and resources for providing a first-class customer experience:

• The Rheem Quality Pledge gives Pro Partners peace-of-mind: If a newly installed Rheem AHRI-matched HVAC system doesn’t perform to factory specifications in the first year, and those performance issues cannot be resolved in the first year through established channels, Rheem may replace the faulty equipment and include a labor cost allowance

• KwikComfort® Financing offers exclusive promotions and low customer payment options for Pro Partners on eligible Rheem equipment that can be combined with Rheem-administered contractor or consumer rebates for even stronger purchase incentives

Rheem-powered marketing and business support:

• Professional, customized digital brand campaigns targeted by region/state

• Priority Rheem.com locator listings enabling customers to easily find Pro Partners

• Enhanced Marketing Co-op Program: Pro Partner Budget for reimbursement of eligible marketing expenses and association fees

• Exclusive program discounts and promotions on vehicle decals and wraps

• Helpful customer educational materials, like Pro Partner-specific brochures and other literature

GOAL: Help partners achieve more

residential product sales, acquire new customers and

retain existing customers

1. PROGRAM OVERVIEW

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Color Variations

White Background | 4-Color Logo

White Background | 2-Color Logo

White Background | Black

Light-to-Medium Background | Color Option 01

Light-to-Medium Background | Color Option 02

Dark Background | Color Option 01

Dark Background | Color Option 02

The Pro Partner logotype is composed of four elements: Rheem brand mark, vertical divider, stacked Pro Partner type, and check mark. Because the Rheem brand mark is part of the Pro Partner logo, the logo may be used alone on materials OR appear with additional Rheem branded elements.

The Rheem brand mark will always use the Rheem consumer flat logo. Preferred usage is on a white

background, but the logo may be used on color backgrounds as described below. The Rheem brand mark should never be placed over a red gradient background.

The check mark will have limited color variations depending upon its application, as described in the color guide below. The four-color logotype will use a check mark in the lighter gray within the respective brand color palette.

Brand Mark

Check Mark

Vertical Divider

Stacked Pro Partner Type

LOGO GUIDELINESThe Rheem® Pro Partner logo should be used when referring to the Rheem Pro Partner Program in program materials, as well as in marketing, advertising and promotional collateral supporting the Pro Partner Program (such as on contractor websites and marketing materials advertising the contractor as an official Rheem Pro Partner). Rheem no longer approves

the Rheem Team logo for use in connection with Rheem's contractor advertising.

Acceptable Usage

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ProPartner Logo Size Requirement

“Minimum size” refers to the smallest size applicable to ensure readability and recognition. The minimum size, in width, of the Pro Partner logo is 1.0 inch.

Clear Space

“Clear space” refers to the minimum distances from the Pro Partner logo to any other graphic element or outer edge of a given design. This space should always be kept clean and free of additional graphics, photography, text and other marks. Rheem must approve exceptions for special use of the logo individually. Clear space dimensions are equal to the width/height of the Rheem logo on all sides of the Pro Partner logo.

Unacceptable Usage

It is important to keep all graphic elements consistent throughout all Rheem® Pro Partner branded communications. Logo guidelines have been provided to guide you in proper, consistent usage. For reference, examples of some unacceptable uses of the Pro Partner logo are illustrated below.

A. Never use a large drop shadow on the logoB. Never outline the logoC. Never reposition any parts of the logoD. Always use approved colors for the logoE. Always maintain the logo’s clear space or

legibility will be compromised

F. Never modify the logo artwork in any way or add elements to it

G. Never place the logo on a photo or illustration where legibility will be compromised

H. Always use a high-resolution version of the logoI. Do not rotate the logoJ. Do not use the Rheem Team logo

GRAPHIC ELEMENT

A B C D E

F G H I J

minimum size is 1.0 inch

CLEAR SPACE

CLEAR SPACE

LOGO FILES CAN BE FOUND ON

MYRHEEM.COM

Refer to Logo Guidelines: Acceptable Usage (previous page) for usage examples

1. PROGRAM OVERVIEW

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2.POLICIES & PROCESSES

PROGRAM

2. PRO

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LICES & PR

OC

ESS

ES

2. PROGRAMPOLICIES & PROCESSES

The following sections describe key policies and processes of the Rheem® Pro Partner Program—including those governing companion programs, tools and resources. Refer to each section for direction on where to find additional information on individual program offerings.

PROGRAM PARTICIPATION: REQUIREMENTS & COSTSRheem Pro Partner represents a premier partnership and loyalty program for contractors of all sizes. Additionally, it enables distributors to implement the program in region-specific and market-driven ways. As a distributor, you can take advantage of this program flexibility by:

1. Setting contractor minimum purchase levels

2. Defining program costs to contractors

3. Sharing input on regional, digital marketing campaigns and lead dispersement

Contractor Requirements

To be eligible for Pro Partner membership, contractors must:

• Maintain high-performing Rheem annual product sales, with annual purchases1 made up of at least 60% Rheem residential products2

• Maintain high-level customer service and satisfaction, as demonstrated by a four-star rating on the Online Ratings & Reviews program via a minimum of 30 customer review submissions per year

• Remain committed to continuing industry education/training, including completing a minimum of 10 collective, business-wide hours of Rheem authorized courses, each year (this includes Rheem online, in-class and conference courses, as well as certain industry courses)

• Hold all required, current and applicable state license documentation, be in good standing with their distributors

1Purchase minimum defined by distributor

2Any single-phase residential equipment installed in a residential application—including single-family dwellings—which includes apartments, condominiums, duplexes and homes

2. PROGRAM POLICIES & PROCESSES

Per-Contractor Costs

The annual per-contractor enrollment fee of the 2017 Pro Partner Program is $2,400. Rheem will automatically deduct this cost through the Marketing Co-op Program: Pro Partner Budget (see next page), and is intended to be passed on to the contractor by the distributor. However, depending upon your own distributor programs and add-ons, this pass-through cost can vary by distributor. In addition, the annual contractor fee is pro-rated based on the enrollment date within the given program year.

2017 EARLY ENROLLMENT INCENTIVEAs an added benefit and incentive, for new contractors that sign up early for the 2017 program in 2016, those contractors will be enrolled immediately and will be eligible for any available current Pro Partner program benefits for the remainder of 2016.

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GOAL: An exceptional program, based on professional feedback and a philosophy of mutual success and built to deliver the best partnership experience in the industry

PRO PARTNER VALUE GUIDEThe value that a Rheem® Pro Partner realizes for their membership features will depend on the size of their business and their active participation in promotions and programs.

*This is the estimated value a participating contractor can expect to see as a Pro Partner and is based on actual 2016 Pro Partner averages. Actual value may vary.

FEATURE CONTRACTOR VALUE

Online Ratings & Reviews – Review management portal; unlimited automated email surveys; automated verification, posting & notification of reviews $2,400

Contractor Cashback Rebates – 2 months extended elements only (Promotion to be announced 60 days prior to start) $1,875

KwikComfort® Financing Promotions – 8 months of promotions (Promotion to be announced 60 days prior to start) $4,500

Digital Brand Campaign – Based on brand awareness campaign spend per contractor, plus value of a blended service/install average ticket. $5,000

ProClub Rewards $500

National Conference – Two-day conference with instructor led courses (Limited availability) $1,000

Graduate Studies Training – Exclusive online & in- classroom courses (10 online @ $25; 80% co- op to ACCA, EGIA or PHCC membership $225 - $3,300) $475 - $3,550

WebSuite™ ($85 - $500) –

-Customizable website (Base Level)

-Customizable website (Core Level & LEADgen, waived set-up fees)

$85

$500

Total Average Monetary Benefit of a Pro Partner Contractor membership* $15,835 - $19,325

Additional Information

Distributors and contractors can review their on-going program participation and value via the Report Card. The Report Card can be found on MyRheem.com through the contractor's profile.


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Labor Allowance

1 to 3 Ton Residential

Unit

3.5 to 5 Ton Residential

Unit

1 to 3 Ton Residential

Package Systems

3.5 to 5 Ton Residential

Package Systems

1 to 3 Ton Air Handlers

3.5 to 5 Ton Air Handlers

Gas Furnaces

$225 Maximum X X X

$300 Maximum X X X X

*Excludes: Geothermal Heat Pumps and Oil Furnaces

**Residential Application is defined as any single-family dwelling, which includes apartments, condominiums, duplexes and homes.

***As part of the Manufacturer Limited Warranty, a Conditional Unit Replacement Warranty applies to the noted models on the Limited Warranty Card, and provides a replacement model (if an exact replacement is not available, an equivalent unit or credit will be provided) to the original purchaser due to compressor or heat exchanger failure AND if unit is installed in an owner-occupied single family dwelling only; is still owned by the original purchaser; in the original installation location AND if the unit’s warranty is registered within 60 days of original installation or closing of the residence; AND if the heat pump is installed with a new air handler from the Manufacturer OR an indoor coil and gas furnace from the Manufacturer, AND is properly matched as specified by AHRI; AND the condensing unit is properly match as specified by AHRI. Unit Replacement of any models not noted on the Manufacturer Limited Warranty, will be per the DTR’s discretion.

In keeping with its policy of continuous progress and improvement, Rheem reserves the right to make changes to this program without notice.

Claim Process

Once the Rheem DTR approves and assigns a Rheem Approval Number, a credit is issued to the distributor. The distributor then applies the credit to the contractor’s account.

IMPORTANT! If a claim has all the required valid information once released from the iWarranty Draft Folder, the credit can be paid within 48 hours.

The Distributor Warranty Analyst saves the iWarranty claim in the DRAFT folder, located within iWarranty, and notifies the applicable Rheem DTR for review and approval.

Reminder: The AC Job Site Info Sheet can be found via MyRheem.com>Product Information.

1STEP

2STEP

3STEP

The Distributor Warranty Analyst enters a full unit claim into iWarranty, via MyRheem.com, and attaches the completed Job Site Info Sheet to the claim submission.

QUALITY PLEDGE

Program Description

Any Rheem® manufactured matched system* installed by a Pro Partner Contractor, in a residential application** as part of a AHRI-matched system, that experiences failures that cannot be resolved in the first year after installation, may qualify for a Rheem Quality Pledge Unit Replacement*** & Labor Allowance, with Rheem District Technical Representative (DTR) approval.

Eligible Participants

Only currently enrolled Pro Partners are eligible for the Quality Pledge.

Defined Labor Allowances

The Quality Pledge Labor Allowance is a flat rate to cover all expenses for labor, refrigerant and other miscellaneous materials required to successfully complete the replacement.

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MARKETING CO-OP PROGRAM: PRO PARTNER BUDGETSmart marketing and advertising is an important investment in your business, and Rheem® is here to help. The purpose of the Pro Partner Funding within the Rheem Marketing Co-op Program is to financially assist our distributors as you recruit and retain Pro Partners—and as you plan and execute effective customer marketing and advertising campaigns. Program funding is earned monthly (December 1–November 30) by each distributor and is based on a fixed dollar amount earned per model type and volume purchased. Of the earned funding, 35% is specifically set aside for the Pro Partner Budget. Pro Partners will submit their expenses to you for review. You are responsible for handling claims submissions for eligible expenses directly with Rheem.

Below is a detailed matrix of the categories and subcategories that fall under the Rheem Marketing Co-op Program: Pro Partner Budget. All claims filed must fall under the description and guideline example listed, and must be submitted within 90 days of the original expenditure. Rheem may reject any and all claims that do not meet the terms of these guidelines or any term of the program. The below chart is a limited summary of what is eligible. For full details, refer to the Marketing Co-op Guidelines: Distributor Version on MyRheem.com.

Distributor Requirements

For a distributor to qualify for additional funding under the Marketing Co-op Program: Pro Partner Budget, they must have reached the $5,000,000 equipment purchase threshold in either of the previous two calendar years. As the distributor, you are encouraged to create and communicate your process for submitting expenditures for claim review and approval.

Benefits For Distributors

You earn financial assistance to help recruit and retain elite contractors (Pro Partners), and can assist those contractors with their marketing and advertising campaigns. Annual Pro Partner Program Enrollment Fees are covered 100% by the

earned funds, and the administration of all enrollment fee deductions is handled internally by Rheem.

Annual Pro Partner Program Enrollment Fee Claim Schedule

Rheem-administered claims for Pro Partner Enrollment Fees for 4th Quarter 2016 and 1st Quarter 2017 enrollments will be processed in April 2017. For enrollments submitted in April 2017 through September 2017, Pro Partner enrollment fees will be pro-rated for the remaining months in the current year. Current year Pro Partner open enrollment ends September 30, 2017. Final 2017 Pro Partner Enrollment Fee claims will be processed by October 31, 2017. Please refer to the below Pro Partner Program Enrollment Fee Schedule for complete details.

PRO PARTNER ENROLLMENT TIMEFRAME

TIMING OF CLAIM AGAINST PRO PARTNER FUNDING

TOTAL COST PER ENROLLED PRO PARTNER

4th Qtr. 2016 Apr ‘17 $2,400

Jan ‘17 Apr ‘17 $2,400

Feb ‘17 Apr ‘17 $2,400

Mar ‘17 Apr ‘17 $2,400

Apr ‘17 May ‘17 $1,950

May ‘17 Jun ‘17 $1,950

Jun ‘17 Jul ‘17 $1,950

Jul ‘17 Aug ‘17 $1,500

Aug ‘17 Sep ‘17 $1,500

Sep ‘17 Oct ‘17 $1,500

2017 PRO PARTNER PROGRAM ENROLLMENT ENDS SEPT. 30TH

Oct ‘17 Program Maintenance

2018 PRO PARTNER PROGRAM ENROLLMENT BEGINS

Nov ‘17 Apr ‘18 TBA

Dec ‘17 Apr ‘18 TBA

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Benefits For Pro Partners

For all eligible expenses, Pro Partners can be reimbursed for 80% of their costs. The below chart gives examples of eligible Pro Partner Marketing Co-op Program expenses.

Rheem Marketing Co-op Program Matrix: Pro Partner Budget

Pro Partner Requirements

A Pro Partner is automatically eligible for financial assistance if their distributor meets the eligibility requirements of the Pro Partner Marketing Co-op Program: Pro Partner Budget.


For Distributors: More information on the Pro Partner Marketing Co-op Program is available on MyRheem.com in the Marketing Co-op Program Guidelines: Distributor Version.

For Pro Partners: For more information on the Pro Partner Marketing Co-op Program, Pro Partners should contact their distributor.

*All materials must follow Rheem Visual Brand Language Guidelines.**All travel (incentive trips, plant tours, etc.) must be pre-approved by Rheem before the expenses are incurred or Rheem will reject claims for such expenses. Further, employees or officials of any government or quasi-government entity may not participate in travel or entertainment of any kind, including, without limitation, incentive trips and plant tours. Distributors must comply with all applicable laws and regulations, as well as any of the guest company’s own policies on travel, gifts and entertainment of their employees, in connection with any expenses or activities related to such expenses.

CATEGORY SUB-CATEGORY DESCRIPTION* EXAMPLES

CLAIM SHARE BREAKDOWN

RHEEM SHARE

DISTRIBUTOR SHARE

ConsumerMarketing

& Advertising

All Media

Includes any type of advertising distributed via broadcast/cable TV, billboard, radio, direct mail, print and online that promotes only the Rheem brand, products and/or services; Must use Rheem-developed templates or must send independently developed materials to Rheem for pre-approval

Sponsorship of TV broadcast, commercial, talk show guest, TV ads, newspaper ads, magazine ads, program ads, sponsorship of print or radio, radio ads, basic data postcard, variable data postcard, variable image/message postcard, social media, pay-per-click ads, Rheem developed and managed SEO Programs and websites, web banner ads, billboards, park benches, city bus ad displays, Angie’s List

80% 20%

Identification

Includes any activity aimed at identifying only the Rheem brand, including vehicle decals and wraps, building signage, uniforms and promotional items; Must use Rheem-developed templates or must send independently developed materials to Rheem for pre-approval

Vehicle decal kits, vehicle wraps, storefront signage featuring brand logo, uniforms featuring brand logo, promotional items with brand logo

80% 20%

ContractorRecruiting &Retention**

Incentive Trips

Includes any expense approved by Rheem and related to a trip-based incentive to the contractor that ties to sales goals achieved; Incentive trips must be pre-approved by Rheem

Tickets for an incentive trip, meals & lodging related to an incentive trip 80% 20%

Plant Tours

Includes any expense approved by Rheem and related to bringing contractor(s) for plant tours to promote loyalty to the Rheem brand; Plant tours must be pre-approved by Rheem

Costs relating to meals, travel & lodging related to a plant tour/trip 80% 20%

ContractorRecognition

& Awards

Includes any expense approved by Rheem and related to recognizing outstanding contractors, while showcasing the Rheem brand

Meeting expenses including meeting space, food, awards, prizes 80% 20%

ACCA, EGIA & PHCC

Membership Fees/Dues

Includes any expense approved by Rheem and related to fees or costs due to ACCA, EGIA or PHCC

ACCA membership dues, PHCC membership dues, EGIA membership dues

80% 20%

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ONLINE RATINGS & REVIEWSRheem® Pro Partner offers an improved and easy-to-use, Online Ratings & Reviews program designed to benefit both Pro Partners and their current and future customers.

The Pro Partner Online Reviews & Rating Program solicits, manages and promotes quality, trustworthy, Rheem-validated contractor reviews by customers. Reviews can be easily shared on both Rheem.com Contractor Locator pages and individual contractor websites to enhance contractors’ individual search and page rank. Plus, they provide compelling, confidence-inspiring differentiation and promotion of Rheem Pro Partners’ businesses in a crowded online marketplace.

Benefits for Pro Partners

Rheem Pro Partner’s Online Reviews & Rating Program is exclusive to Pro Partners only and allows contractors to build and maintain a strong online reputation and use positive customer reviews to help grow their business—which can lead to additional sales opportunities for you. Encouraging contractors to share the good things others are saying about their company, by highlighting them online, lets Pro Partners turn positive feedback into powerful reasons for new customers to choose their business.

The Online Reviews & Ratings Program Helps Pro Partners

• Build and maintain a strong reputation and help promote and differentiate their company online by requesting reviews from satisfied customers

• Share reviews on their own websites to help grow business, turning great feedback into great reasons for customers to choose their company

• Enhance their website’s SEO and page rank so customers can find them faster when searching for local contractors

Benefits for Customers

• Trustworthy, quality, Rheem-validated reviews and ratings on local contractors, right on Rheem.com’s Contractor Locator pages

• Easy-to-compare ratings and reviews that make finding the best providers for their needs quick and convenient

• Badges indicating which providers are certified Rheem Pro Partners, and online reviews that clearly show what makes Pro Partners the best-of-the-best

Star Ratings on Rheem.com


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• REMINDER: Pro Partners who participate in promotions have the ability to enter emails thorough the CST when submitting a claim, which will also send review request emails to homeowners. If an email entered in the CST is also entered into this manual Request Reviews area, the email request will not be duplicated if the previous request was sent <7 days prior.

• Put Reviews on Your Website: Copy and paste code into contractor's business websites. If the contractor has a Rheem WebSuite™ website, the reviews will automatically be posted for them. See "Displaying Reviews on Their Website" section below on page 18 for more information.

• Help: View Ratings & Reviews program information, user guides, helpful tips and more on this page.

IMPORTANT NOTE: Distributors have visibility to this information

with the exception that only contractors have access to respond

to their reviews and request service reviews form homeowners.

How Pro Partners Can Get the Most Out of Online Ratings & Reviews

• Making review solicitation part of the process:

First, they should collect email addresses from each one of their customers (both installation and service). Customers should know that they’ll be receiving a review invitation and that feedback is appreciated.

• There are two ways to enter consumer emails for

review solicitation:

1. When making claims in the Contractor Serial Tool (CST); or 2. Through Request Reviews on MyRheem.

• Managing and monitoring review notifications:

Pro Partners will be notified on MyRheem of approved reviews posted to their profile. Contractors will be able to choose the method in which they receive their notifications from the Ratings & Reviews page on MyRheem.

Using the Online Ratings & Reviews Program

Once the contractor finishes their enrollment into the Pro Partner program they will see the Ratings & Reviews information on MyRheem.com. They can access the Ratings and Reviews information by going to the Marketing tab > Pro Partner > Ratings & Reviews. There they can review program information and manage their reviews.

Managing Ratings & Reviews

From the Ratings & Reviews page, contractors can view and respond to their reviews, send review requests to their customers, add their reviews to their website, and view helpful program information, guides and review response tips.

Navigating the Ratings & Reviews Online Content

• General:

View easy-to-read graphs and quick stats on review performance. Now you can quickly access the contractor's listing on the locator as well as link directly to exportable reports right from this page.

• Read & Respond:

As a distributor, you can view your contractors reviews and see their responses. This page is where contractors will have access to respond directly to their customers reviews. Once a customer submits a review, each review will go through moderation to ensure feedback is appropriate (e.g., no inappropriate language) and authentic (no spam). If approved, the review will post online within 24-72 hours. Pro Partners will be notified on MyRheem, and/or via email, of approved reviews posted to their profile.

• Request Reviews:

This area is available for contractors to manually enter customer email addresses to request online reviews. 14

Displaying Reviews on Their Website

Rheem® will be hosting your contractors’ great service reviews on Rheem’s Contractor Locator on Rheem.com, as well as on any Rheem developed sites that are part of our WebSuite™ program. We highly recommend that contractors display these reviews on their proprietary website as well so they can maximize the benefits of their reviews in multiple places.

It’s important for them to place the review display on pages that are easy to find and that their customers already like to visit. Your Home page and About page are great places for review displays.

Responses to Their Reviews

This helps create better relationships with contractors’ current customers, while demonstrating their commitment to customer satisfaction to future customers as well. Responding publicly to a review is as easy as replying to the email notification they’ll receive when someone submits a review. When they respond to the email notification, their response will go through moderation to ensure feedback is appropriate and authentic. Once the contractor’s response is approved, their customer will receive a notification, and the response will also display publicly with the review within 24 to 72 hours. They can also visit the Read and Respond section in the dashboard to see a list of all of reviews and choose to respond there.

Turning Negative Reviews into Positives

Contractors can use negative reviews to demonstrate a high level of customer service to future customers. Negative reviews are a reality of any business, but they should not be feared. The presence of negative reviews can actually be a positive. If potential customers see only perfect 5-star reviews, they will question their validity and consider them more testimonials than authentic feedback, diminishing the impact of their program.

Contractors should empathize with a customer’s frustration to demonstrate to future visitors that they’re listening. This can be done by:

Thanking the customer for his or her feedback:

• Apologizing (even if the customer is claiming something false) and explain any upcoming changes to address the issue

• Providing a phone number and email so the customer and future visitors with a similar issue can reach out

• The more reviews contractors collect, the more their positive reviews will diminish the impact of one negative review

Being Authentic:

Review authenticity is critical in ensuring a program is successful. Customers are savvy—when they feel that negative reviews are removed or that they’re not asked for a review because their experience was a bit bumpy, their trust erodes, leaving an uncertain feeling about the contractor and their company. So here are a couple rules of thumb:

• Sending review invitations to every customer, as opposed to cherry-picking

• Helping customers feel comfortable submitting authentic feedback, and avoiding the pressure to provide a 5-star review—and a asking how to make their experience even better


Contractors can access the Help Desk through the Help tab on the Ratings & Reviews page or by emailing [email protected]. The Help Desk can assist with questions on the program, review moderation, and can escalate any additional program needs or questions.


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KWIKCOMFORT® FINANCING Our Pro Partners get an elite sales advantage when it comes to making Rheem® products more affordable for their customers, with exclusive contractor and customer promotions, on eligible Rheem products, offered through our trusted KwikComfort Financing program.


• Competitive rebates for Pro Partners only (for promotion details, refer to announcements prior to Spring and Fall campaigns)

• 8 months of financing promotions (Spring & Fall)

• Zero-cost or low-cost options during promotions

• Can combine with Rheem-administered rebates and promotions for even stronger purchase incentives

Requirements

There is no minimum financing requirement for Pro Partners. To take advantage of the additional benefits for this program, Pro Partners must be enrolled in KwikComfort Financing.

Enrollment

Pro Partners must be enrolled in KwikComfort in order to receive this benefit. Contractors can enroll anytime by calling the enrollment hotline at 866-209-4457 Monday through Friday between 8 a.m.–6 p.m. (EST) and asking to be enrolled in the Rheem KwikComfort Financing Program. Please let your Pro Partners know to have the following business information

available when they're ready to enroll:

• Federal Tax Identification Number

• Business Total Annual Sales

• Owner’s Social Security Number

• Banking Information for Direct Deposit

• Rheem Distributor Name

• Rheem Contractor ID


More information on the KwikComfort Financing

Program is available on the KwikComfort Financing

page on MyRheem.com.

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ENHANCED RHEEM® PROMOTIONSPro Partners can take advantage of specially extended promotion timeframes and additional, exclusive promotional products from Rheem. Pro Partners and distributors will receive information on specific Pro Partner enhancements to each promotion directly from Rheem, as exclusive benefits may vary by promotion.


• Extended product* installation periods for Rheem administered rebates and promotions for a total of 8 months of rebates

• Options to combine promotions for additional incentives

• Automatic enrollment for all Rheem Pro Partner marketing promotions, as approved by distributor

Requirements

Pro Partners with continued good standing status with their distributor and Rheem are eligible to take advantage of any Rheem-administered rebate and promotion benefits.

Enrollment

Rheem promotions are shared with distributors through the Rheem Communication Network and posted on MyRheem.com 90 days prior to promotion start date. Rheem will automatically enroll Pro Partners into seasonal Pro Partner Promotions. Should you have a Pro Partner that should not be auto-enrolled in promotions for any reason, you will need to email [email protected] 30 days prior to the promotion start with a request to not enroll that Pro Partner. Once enrolled, there are no additional steps—added and exclusive Pro Partner benefits will be automatically applied to their rebate submissions.

*Eligible equipment matrix will be announced approximately 90 days from promotion start date and is subject to change at Rheem's discretion.


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DIGITAL BRAND CAMPAIGNWe are uniquely committed to helping our Pro Partners grow their businesses, increase their consumer reach and experience success through installation and service of Rheem® products. Our Digital Brand Campaign, driven by Rheem, is specifically designed to be more collaborative, cost-effective and more impactful than any similar offerings in the industry. By combining the buying power, strengths and efforts of both manufacturer and distributor, and partnering with award-winning and industry-leading marketing experts, Rheem offers a targeted, digital marketing program designed to increase brand awareness—resulting in smarter leads, bigger sales, and better results for you and your Pro Partners.

The Digital Brand Campaign consists of regional digital brand awareness campaigns targeted by consumer, customized by region/state and season, and exclusively promote Pro Partners. They automatically and continually market the Rheem products that are most likely to sell to a given audience in a given region, and connect all leads (online clicks and phone calls) to local Pro Partners. The Digital Brand Campaign activities and lead generation are all covered under the Pro Partner per-contractor costs.


• Increased brand awareness of the Rheem brand in their markets

• Stronger, more premium qualified leads through smarter targeting of consumers who are actively seeking higher efficiency and advanced technology (higher price point) products

• Leads go directly to Pro Partners; all online users are directed to a special landing page that connects them with Pro Partners in their areas

• Leads are continually tracked both online (clicks) and by phone (calls), so Pro Partners will have visibility to the campaign’s effectiveness in their market

• Distributors can easily access and share reporting, which details how campaigns are performing and collects marketing data that can assist distributors and their contractors in improving marketing efforts promoting Pro Partners

How it Works

Targeting online ads to individual users searching the internet for a local HVAC solution through consumer-specific data (demographics, location, previous searches for Rheem or

HVAC products and services, etc.) is a smarter investment in online advertising. This approach lets us match the right ad to the right consumer at the right time and in the right place— which means stronger, more qualified leads and, ultimately, more converted customers. It also allows us to easily track customer leads through online clicks and phone calls, better positioning our Pro Partners and distributors for follow-ups. Finally, it provides invaluable data on current consumers and campaigns, so we can continually improve the ways we reach them online.

Digital Brand Campaigns are activated and driven by Rheem and length of campaigns will vary by market.

Search Ads

These ads appear on browser search results pages when a user searches for a key term—say “best air conditioner” or “HVAC services near me.”

Display Ads

These ads appear on specific website pages within the Google content network that have been identified as relevant to the user


You’ll find much more information on Digital Brand Campaigns at MyRheem.com, Marketing tab, and select the Pro Partner program page link. For questions not answered on the MyRheem website, please contact [email protected].

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PROCLUB REWARDSIn order to offer the industry’s best all-around loyalty program, we had to offer the industry’s best-in-class loyalty rewards. ProClub does just that.

Contractors can earn and redeem unlimited rewards for eligible Rheem® equipment purchases—fast—using our simple, convenient, 100% online program.


• Earn reward points on a wide variety of qualifying top-tiered Rheem equipment purchases

• Thousands of valuable rewards—like gifts, tools, travel and event tickets—let Pro Partners turn points into really cool stuff and ensure all their hard work really pays off

• All-online program makes registering, tracking and redeeming rewards points easy and convenient for busy contractors

Requirements

Pro Partners are automatically eligible to enroll in ProClub.

Enrollment

Pro Partners can enroll anytime by visiting the ProClub website at MyRheem.com/ProClub and clicking Join Now. Their MyRheem account information should automatically populate, at which point they can review and confirm their information and the ProClub membership is complete.

Earning Reward Points

Each time Pro Partners purchase and install eligible Rheem® equipment and claims it on the CST (see MyRheem.com/ProClub for the latest listings and claims it through the CST), they can earn reward points.

Pro Partners can track point balances and redemptions through the My Account tab on the ProClub website.

IMPORTANT: ProClub Points are tied to the MyRheem.com user account that submits the installed equipment registration/claim. Contractors should choose one MyRheem.com user to enter submissions under, if they want all of their company's ProClub Points listed under one account.

Redeeming Reward Points

The User simply logs in to the My Account tab at URL and browses the product categories to find and select the item(s) they want, then they’ll click Submit to deduct the required points from their accounts and claim their rewards. Each reward clearly lists the number of points needed to claim it. Reward points may be used toward any items listed in the online catalog—there are no restrictions or limitations on how many points contractors can earn or how many rewards they can redeem—and points do not expire (unless there is a 12-month period of contractor inactivity).

While some items may arrive in as little as 3-5 business days, order delivery times vary; most products are delivered within 7-10 business days.


More information on the ProClub Rewards program—including the latest listings of eligible products and detailed Terms & Conditions—is available at MyRheem.com/ProClub.

For questions not answered on the ProClub website, please contact [email protected].

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TRAINING

Rheem® Pro Partners are recognized as the some of the best independent contractors in the industry—and we aim to keep it that way. By offering exclusive and discounted training just for Pro Partners, we help contractors stay on top of trends, techniques and technologies—and ahead of the competition. To that end, a new school has been created exclusively for Pro Partners: The Graduate Studies Program.

Advanced technical and sales training benefits customers too, allowing Pro Partners to deliver best-in-class expertise, products and service, and build business by building stronger customer relationships.

Exclusively for Pro Partners

• Special Pro Partner pricing for training with our training partners

• Admission to the Pro Partners Graduate Studies Program on Rheem Academy, with access to over 280 courses, videos, blogs, and courses from third-party training partners

• In-classroom, online curriculum and training programs for Pro Partners only

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Incentives & Rewards

• Rheem® will further support Pro Partners and their training requirements for the program through a 80% co-op of Pro Partners’ annual membership fees to ACCA, EGIA or PHCC

• Pro Partners will be invited to the exclusive biennial Pro Partner National Conference for exclusive training opportunities

The Pro Partners Graduate Program

• The Pro Partner Graduate Studies Program is a free, engaging, limited-access training portal on Rheem Academy hosting exclusive videos, blogs, events, webinars and courses from third-party training vendors and content providers (Distributor personnel can obtain access through an annual fee of $50 per user)

• 280+ online modules for everyone in the business

• Pro Partners will have exclusive access to two new Schools: The School of Marketing and the School of Business Development

- Courses will include how to improve marketing return on investment (ROI), creating formal plans on how to grow your business, and exclusive content from Rheem training vendor partners who have successfully run their own businesses and worked with contractors from all over the country

• Access to exclusive content for Pro Partners is easy to locate:

1. Log into Rheem Academy using MyRheem.com username and password credentials

2. Click on the Graduate Studies link located on the Rheem Academy homepage

3. Once on the Graduate Studies page, choose from 280 different subjects,

exclusive videos and a variety of tutorials

Available Courses Include:

• 71 MANAGEMENT LEADERSHIP COURSES

Managerial Listening Skills, Keeping Your Top Talent, Leadership Through Delegation, etc.

• 35 SALES & MARKETING COURSES

Sales for Non Sales-Managers, Qualifying Prospects, Marketing Promotions, Closing Sales, etc.

• 14 ACCOUNTING & FINANCING COURSES

How to Carry Out a Financial Analysis, Basics of Budgeting, Managing Operational Risks, etc.

• 28 COMMUNICATION COURSES

Developing an Interpersonal Communication Strategy, Delivering Effective Feedback, Customer Support Loyalty, etc.

• 39 EMPLOYEE DEVELOPMENT COURSES

Developing Your Emotional Conscience, Managing Conflict with Others, Developing a Strong Leadership Team, etc.

• 15 HUMAN RESOURCE COURSES

Selecting Top Talent, Doing Performance Reviews, Employee Disciplining, etc.


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Annual Training Requirements

All Pro Partners must complete a minimum of 10 collective, business-wide hours of Rheem-authorized courses each year to maintain their membership. Each online course has an average class time assigned to it which is then reflected in the Pro Partners account upon completion. The Pro Partner exclusive Graduate Studies program offers 1000's of online training hours members can use to complete their 10 hours.

• All Pro Partners' employees who have access to Rheem Academy can take courses online that count towards the Contractor's annual CEU hourly goal; this makes reaching the 10 hour goal even easier

• Technical courses taken at the local Rheem Distributor are also applied to the Pro Partner's CEU goal through the Rheem Academy's Class Manager Program

• Students can apply for credit where courses are taken with a 3rd party (non-Rheem Distributor course) by filling out a request for credit field in the students Rheem Academy profile tab. These requests must be made within 30 days of completing a class offered by a 3rd party. If verification is required by Rheem to prove attendance, a request will be sent directly to the Pro Partner via e-mail

3rd Party Courses that May Qualify Include:

• State CEU certification events

• ACCA, PHCC, EGIA events related to HVAC or Plumbing contractor licensing

• Business development courses specifically designed for HVAC contractor businesses

• Courses or programs offered by Rheem certified training vendors


If you have questions regarding this offer, please contact Rheem Academy at [email protected].

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BIENNIAL PRO PARTNER NATIONAL CONFERENCEDistributors and Pro Partners are invited to join Rheem® for our National Conference held every other spring beginning in 2017. Centered around connecting, learning and having fun with fellow industry professionals, the purpose of this biennial event is threefold: To allow our distributors and Pro Partners to network and build stronger relationships with each other and with Rheem management, to provide rewarding distributor- and Pro Partner-focused training opportunities, and to recognize and celebrate the prior year’s Top 20 Pro Partner honorees. As an active Rheem distributor, along with your Pro Partners, you will receive a biennial conference invitation with complete details on location, offerings, schedule, fees and RSVP information approximately 6 months before the date of each event.


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The 2017 Pro Partner National Conference

SAVE THE DATE: MAY 3-4, 2017

HOST VENUE: SOUTH POINT RESORT & CASINO

LOCATION: LAS VEGAS, NEVADA

READY TO GET IN THE GAME?

ProPartnerConference.com/Rheem

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TOP 20 CRITERIA Rheem recognizes the Top 20 Pro Partners throughout the U.S. The following criteria considers more than just sales, but considers mix, growth and engagement with Rheem's programs. This also ensures a broader national footprint for the 20 awardees. One contractor awardee will be designated for each of five Rheem regions. The remaining 15 will be nationally designated based on the remaining highest accumulated points.

Awardees for 2016 will be recognized at the Pro Partner National Conference in the spring of 2017. Pro Partners for 2017 will be evaluated on their 2017 performance and recognized at a special Pro Partner exclusive Top 20 event in late spring of 2018.

At the end of 2017, distributors will complete an online worksheet to calculate each contractor’s points. Instructions to complete the online worksheet will be forthcoming in late 2017.

NEW TOP 20 CRITERIA IS AS FOLLOWS:

• Total Residential Product Sales

• Top Tier Product Mix

- ECM/Variable-Speed (based on yearly ProClub entries)

- Mod/Inverter (based on ProClub entries)

• Year-Over-Year Growth

- 10%

- 20%

- >20%

• Contractor Certifications

- NATE, ACCA, PHCC or HVAC Excellence Certified

• Consumer Online Reviews

- 4.50–4.89

- 4.90–5.00

• Rheem Brand Exposure

- Logo on Vehicles

- Vehicle Wraps

- Logo Uniforms

- Advertising/Digital Brand Campaigns

- Direct Mail, TV, Radio, Outdoor, Other

• Rheem Program Participation

- Cashback

- DesignStar®

- Protection Plus®

- KwikComfort® Financing

- WebSuite™

• Distributor Rating


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& REPORTINGENROLLMENT3.

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3. ENROLLMENT& REPORTING

PRO PARTNER ENROLLMENTTo enroll contractors in the Pro Partner Program, you will need to make sure you have fully discussed and evaluated your contractor’s sales, business needs and goals to make sure their business is a good fit for the Pro Partner Program.

Prior to enrollment, you will need to acquire the following information:

• Total Rheem equipment purchases for prior year

• Total equipment purchases for prior year (includes Rheem and other OEMs)

• Percentage of annual purchases that are Rheem

• Forcasted sales for current year (sales goals for program)

• Best email for contractor enrollment notification

Once you have identified a contractor is a good fit and have the above information available, you’re ready to get started with enrollment.

NO MORE PAPERWORK EASY ONLINE ENROLLMENT

3. ENROLLMENT & REPORTING

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STEP ONE: Once you select the contractor and access their profile page, you can click Enroll in Pro Partner, located at the top of the page on the General tab. Next, you will be directed to the Enrollment page, where you will input the contractor’s equipment purchase information, sales goals and contractor email that enrollment communications should be sent to. Once information has been entered click Next.

NOTE: You will need to make sure you have fully discussed the program and required information with your contractor prior to this enrollment process.

STEP TWO: Read and agree to the distributor terms and conditions for the Pro Partner Program.

STEP THREE: Review the information you have entered and click the Submit button to complete your part of the enrollment process.

STEP FOUR: You will see confirmation that the enrollment was submitted to the Rheem DSM for approval. Please follow up with your contractor in the following days to make sure that they have received the enrollment email* and completed their portion of the enrollment. * If the contractor cannot locate their enrollment email, they can login to their MyRheem account and complete enrollment from the Notifications area (bell icon in top right of profile). NOTE: Contractors will not be officially enrolled until they complete their enrollment confirmation.

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Enrollment Steps

Pro Partner Program Enrollment Eligibility

Pro Partners enrolled in the previous year must meet the "eligibility" requirements to be eligible for the upcoming year's enrollment. You will be able to review their enrollment eligibility at this time as well as request an enrollment exception if they did not meet requirements.

How to Locate a Contractor for Enrollment

Go to the contractor’s profile page on MyRheem.com. Once the contractor's profile is located, click the 'Edit Contractor' button at the bottom of the page. You will then see the buttons appear at the top of the page to enroll the contractor in the program by following the steps outlined below.

NOTE: If you prefer to enroll multiple contractors at once, you can go to Applications > Pro Partner Enrollment (under Functions section), and select the contractors you want to enroll.


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Pro Partner Welcome Kit

Once you submit the enrollment, your contractor will receive an email* with a link to complete their portion of enrollment, which includes confirming their contact information listed in MyRheem.com, a few quick business questions, and agreeing to their contractor terms and conditions for participating in the program.

*Prior to this email to the contractor, your Rheem District Sales Manager will receive the enrollment for review. The enrollment will then be approved or denied. If approved, the contractor will then receive the email to complete their portion of the enrollment. If denied, you will receive an email with reasoning for the contractor’s Pro Partner denial. If the contractor for any reason does not receive the email enrollment, they can log into their MyRheem.com account and complete their enrollment from the Notifications area (bell icon on top right of their screen).

Upon enrollment in the program, contractors will receive a Pro Partner Welcome Kit. The kit will contain items such as:

• Pro Partner Contractor Program Guide

• Pro Partner Consumer Brochure

• Pro Partner USB (contains Logos)

• Miscellaneous branded promotional items

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PRO PARTNER REPORTINGTo review a current Pro Partner's status and program participation stats, you can go to the Pro Partner Report Card located on the contractor's profile in MyRheem. With this Report Card you can quickly view the Pro Partner's current program stats and identify areas for improvement or success. Pro Partners will also have access to this Report Card from their My Profile page located at the top right of their MyRheem login. To access for each Pro Partner, type in the Pro Partner's name in the Quick Search to locate their profile. To view, click Report Card from the left navigation within the profile. Here you can view a list of enrolled Pro Partners and view their current Pro Partner information.

GOAL: A program and participation process that is truly valuable, highly functional and easy to use.


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RESOURCES4.

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PRO PARTNER DISTRIBUTOR TERMS & CONDITIONSAs a distributor participating in the Rheem® Pro Partner Program, I understand and agree to the following terms and conditions and program details in their entirety by enrolling my contractor(s) annually in the Pro Partner Program.

By enrolling my contractor(s) annually in the Rheem Pro Partner Program, I understand and agree that I am responsible for

• Enrolling my contractor(s) annually by the deadline of September 30th, and ensuring that they fully understand the features, benefits and requirements of the program in its entirety

• 100% payment of the contractor(s) annual enrollment fee per contractor with funds earned in the Marketing

Co-op Program: Pro Partner Budget

- It is the distributors’ responsibility to charge their contractors this fee or to cover this fee partially or in its entirety for their contractor(s)

- This is an annual fee, per contractor, that is non-refundable

- Enrollment in the months of April through September will result in a pro-rated fee and pro-rated program/promotion participation beginning the month of the Pro Partner Program enrollment completion

- Annual Pro Partner Program Enrollment Fee Claim Schedule can be referenced in the Distributor Pro Partner Program Guide

• Define yearly purchase minimum for each contractor

to meet yearly goal set for program evaluation

• Annual evaluation and assessment of my contractor(s) performance and yearly goals as defined in Contractor Requirements for Annual Evaluation below

- Evaluation period will begin November 1 for preceding year

• Submitting co-op claims for eligible expenses for my contractor(s) to receive reimbursement of 80% of their cost as defined in the Distributor Pro Partner Program Guide:

- For a distributor to qualify for funding under the Marketing Co-op Program: Pro Partner Budget, they must have reached the $5,000,000 equipment purchase threshold in either of the previous two calendar years

- As the distributor, you are encouraged to create and communicate to enrolled Pro Partners your process for submitting expenditures for claim review and approval

- Distributors will meet with Rheem Sales Team annually beginning November 1 to forecast the next year’s equipment purchases in order to attain maximum funding within the Marketing Co-op Program: Pro Partner Budget

• As a Distributor participating in the Pro Partner program, I understand that my distributorship will be opted into any Pro Partner related communications for distributors and for all Pro Partner communications directly to my enrolled Pro Partners. Rheem will notify Distributorship of all Pro Partner communications distributed directly to Pro Partners

• Support of my contractor(s) Pro Partners Program needs throughout the year including, but not limited to: Distribution of Contractor Pro Partner Program Guide and informational materials, ability to answer program-related questions as defined in the Distributor Pro Partner Program Guide, and program and promotion enrollment of Pro Partners on MyRheem.com

• Ensuring my contractor(s) receive the full program benefits allotted to enrolled and approved contractors as detailed in the Distributor Pro Partner Program Guide

- Pro Partner benefits are not to be restricted or withheld under any circumstance by the distributor

- By enrolling a contractor into the Pro Partner Program, the Distributor recognizes that these Pro Partners will be auto-enrolled by Rheem into any seasonal Pro Partner Promotions available. The Distributor agrees to participate in their portion of the promotion funding for these Pro Partner Promotions. Should a Distributor want to disqualify an enrolled Pro Partner from being auto enrolled and participating in a seasonal Pro Partner Promotions, they should email [email protected] 30 days prior to the promotion start. Should the 30-day requirement not be met, and disqualification be addressed after the promotion start, distributors will be held accountable for their portion of the promotion funding through the end of the Pro Partner's participation in that Promotion.

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4. RESOURCES

Contractor Requirements for Annual Evaluation

Beginning November 1 of each concluding year, the distributor will be required to evaluate each Pro Partner’s performance in the following areas:

• Total Residential Product Sales – Distributor must enter the total residential product sales for each contractor during the evaluation process

• Top Tier Product Mix – Distributor must identify the top tier product mix for each contractor

• Year-Over-Year Growth – Distributor must assess the increase in sales growth of Rheem equipment from prior year

• Contractor Certifications – Distributor will assess based on certifications a contractor has completed or been awarded (i.e. NATE, ACCA, PHCC, EGIA or HVAC Excellence Certified, etc.)

• Rheem® Brand Exposure Rating – Distributor will provide a rating based on the Rheem brand exposure a Pro Partner is conducting (i.e. advertising/campaigns, vehicle identification, uniforms, etc.)

• Overall Distributor Rating – Distributor will provide a rating for the contractor’s overall performance, business approach, relationship and rapport with the distributorship

Rheem Will Assess and Calculate the Following

• Consumer Online Reviews – Calculated based on total annual reviews and ratings from the Online Ratings & Reviews Program

• Rheem Training – Calculated based on total annual trainings completed

• Program Participation – Calculated by total annual programs enrolled and participating in (i.e. KwikComfort® Financing, Protection Plus®, DesignStar®, WebSuite™, Rheem Rebates & Promotions, etc.)

Both distributor and Rheem evaluation information will be assessed together and used to generate an annual Pro Partner score. These scores will be used to determine the Top 20 Pro Partner awardees, as well as to qualify contractors for participation in the Pro Partner Program for the following year. Pro Partners must meet minimum Pro Partner Requirements to be eligible for enrollment in the Pro Partner Program each year.

Pro Partner Requirements are as Follows

• Must be in good standing with the distributor as determined by the distributorship


• Maintain high-level of customer service and satisfaction, as demonstrated by a four-star rating on the Online Ratings & Reviews Program via a minimum of 30 customer review submissions per year

• Remain committed to continuing industry education/ training, including completing a minimum of 10 hours of Rheem authorized courses, collectively in the business, each year (this includes Rheem online, in-class courses and conference courses as well as certain industry courses)

1Purchase minimum defined by distributor2Any single-phase residential equipment installed in a residential application—including single-family dwellings—which includes apartments, condominiums, duplexes and homes

Additional Terms

The Pro Partner Program is currently open only to Rheem HVAC Distributors and Rheem Contractors in the United States.

Rheem reserves the right to make changes to program or promotions at any time with prior notification to distribution and program participants.

If Pro Partner dis-enrolled by the distributor or Rheem prior to the year term end, that Pro Partner will be downgraded on the dealer locater immediately and there will be a grace period for website URL transition if they are part of the WebSuite™ program/Base package.

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PRO PARTNER CONTRACTOR TERMS & CONDITIONSAs a contractor participating in the Rheem® Pro Partner Program, I understand and agree to the following terms and conditions and program details in their entirety by completing the annual enrollment process for the Pro Partner Program.

By completing my enrollment in the Rheem Pro Partner Program, I understand and agree that as a Rheem Pro Partner I am responsible for:

• Annually enrolling and meeting the minimum program requirements as defined in the Annual Contractor Program Requirements

• I understand that the terms for my participation in the program are subject to annual review and revision based on my:

- Total Residential Product Sales – Sales of all Rheem residential equipment

- Top Tier Product Mix – Mix of Rheem top tier residential equipment

- Year-Over-Year Growth – Increase in sales growth of Rheem equipment from prior year

- Contractor Certifications – Completed certifications or awards (i.e. NATE, ACCA, PHCC, EGIA or HVAC Excellence Certified, Angie’s List award, LEED Certified, Better Business Bureau, etc.)

- Rheem Brand Exposure Rating – Rheem brand exposure being conducted (i.e. advertising/campaigns, vehicle identification, uniforms, etc.)

- Overall Distributor Rating – Overall performance, business approach, relationship and rapport with Rheem distributor

- Consumer Online Reviews – Total annual consumer reviews and ratings based on the Online Ratings & Reviews Program

- Rheem Training – Total annual trainings completed.

- Program Participation – Total annual programs enrolled and participating in (i.e. KwikComfort® Financing, Protection Plus®, DesignStar®, WebSuite™ Rheem Rebates & Promotions, etc.)

• I understand that my membership is subject to termination, at Rheem’s sole discretion, if I do not meet the minimum program requirements annually as defined in the Annual Contractor Program Requirements; I violate the Rheem Heating and Cooling Internet Policy or Rheem Heating and Cooling Brand Guidelines for Advertising and Promotional Materials; or the program is discontinued

• I further agree that, as a Rheem Pro Partner, I will follow the program rules and regulations set forth in the Contractor Pro Partner Program Guide and these Terms & Conditions

• I understand by enrolling in the Pro Partner program I will be automatically opted in to Pro Partner communications from Rheem

• I understand that I am an independent contractor and that I am not authorized to represent myself as or act as an agent or employee of Rheem

Annual Contractor Program Requirements

• Must be in good standing with the distributor as determined by the distributorship


• Maintain high-level customer service and satisfaction, as demonstrated by a four-star rating on the Online Ratings & Reviews Program via a minimum of 30 customer review submissions per year

• Remain committed to continuing industry education/ training, including completing a minimum of 10 continuing education hours, collectively in the business, each year (this includes Rheem online, in-class courses and conference courses as well as certain industry courses)

1Purchase minimum defined by distributor2Any single-phase residential equipment installed in a residential application—including single-family dwellings—which includes apartments, condominiums, duplexes and homes

Pro Partner Ratings & Reviews Terms are as follows

• Agree to respond to reviews appropriately

• Agree that they understand that Rheem will not alter customer reviews simply based on dissatisfaction by the contractor

• Reviews will be audited and monitored by Rheem; Any inappropriate content by the reviewer or contractor will be prohibited and removed

Additional Terms

The Pro Partner Program is currently open only to Rheem HVAC Distributors and Rheem Contractors in the United States.

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SUPPORT RESOURCES General program assistance or questions can be directed to the Rheem Help Desk at [email protected]. Your Rheem District Sales Representative will also be able to assist you with Pro Partner Program questions and guidance.

Program Materials

The Pro Partner page on MyRheem.com is located under the Marketing section in the navigation. There, you’ll find all Pro Partner Marketing Materials, guidelines and links to each program component available.

Training Tutorial Videos

Short “How-to” video tutorials will be made available on MyRheem.com under the Support/Help section for quick and easy reference of how to enroll contractors in programs, look up contractors, etc.

Reporting

To review current Pro Partners’ Pro Partner status and program participation stats, you can go to the Pro Partner page on MyRheem.com located under the Marketing tab on the navigation menu.

Rheem reserves the right to make changes to this program or its promotions at any time without prior notification to distribution and program participants.

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Distributor Guide

Rheem Heating & Cooling P.O. Box 17010 • Fort Smith, AR 72917

MyRheem.com

PRINTED IN THE U.S.A. • 10/16 • QG • FORM NO. M11-1900 REV 1

Not Available in Canada.In keeping with its policy of continuous progress & program improvement, Rheem reserves the right to make changes without notice.

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