GRAB VIETNAM

Name: Truong Thuy Hoang Thanh

ID Number: 205044073
Subject: Sales Management

1. Product/ Service/ Company:

Grab application is a mobile application providing e-commerce trading platform
services (“e-commerce”) in the transportation and express delivery industry,
operated by GrabTaxi Co., Ltd (“the Company”).

The application helps to connect between transport service providers and people
who need to use transportation services, including types:
- GrabTaxi: provides a connection service between passengers and drivers for
taxis.
- GrabCar: providing the service of connecting and concluding an electronic
contract between passengers and drivers for cars under 9 seats under the
contract.
- GrabBike: providing the service of connecting and concluding an electronic
contract between passengers and drivers for passenger motorbikes.
- Delivery (GrabExpress): provides the service of connecting and concluding an
electronic contract between a customer and a delivery service provider to provide
postal and delivery services.
2. Sales Organization:
Name of application providing e-commerce trading floor services.
Grab Address to download the application on the app market:
- App Store (for iOS): http://bit.ly/grabtaxi-iOS
- Google Store (for Android OS): http://bit.ly/grabtaxi-Android
- BlackBerry World (for BlackBerry OS): https://goo.gl/GCJwS8 General definition

- Grab App | is an application providing e-commerce trading floor services in the

field of transportation and delivery, operated and operated by GrabTaxi Co., Ltd.
- Buyer | is a trader, organization or individual wishing to use transportation
and/or express delivery services using the Grab App to post a notice of the need
to use transportation and/or delivery services. fast to buy service.
- Supplier | is a trader, organization or individual providing transportation or
courier services using the Grab App to connect with buyers.
- Members | are traders, organizations and individuals registered to use the Grab
App, including buyers and suppliers.
- Transportation Services | is a transportation service transacted through the
Grab App.
- Intellectual Property | any patent, copyright, registered or unregistered design,
design rights, registered or unregistered trademark, service mark or industrial or
intellectual property right intellectual property and includes applications for any of
the foregoing.

3. Selling process:
First of all, buyers need to register to open an account on the Grab App
according to the following process:
- Download and install the Grab App on your phone.
- Access the Grab App, follow the instructions, provide your first and last name,
phone number, email address and press “Next”.
- An activation code will be automatically sent by Grab's system to the registered
phone number.
- Enter the activation code into the Grab App and start using the service.
- When there is a need to book a car (taxi, e-contract car, passenger motorbike)
or express delivery service, buyers should take the following steps: Process for
Buyers:
Step 1: Access Grab App on mobile device.

Step 2: Consult the price information and select the type of service that the buyer
wants to use.

Step 3: Enter itinerary information (Pick Up Point, Destination) to get an

estimated price range (for GrabTaxi models) or a specified price (for GrabCar,
GrabBike and Delivery – GrabExpress models).

Step 4: Buyers choose other information related to the trip or delivery: the nature
of the trip (personal or business), payment method (cash or international
payment card), time of use the service (now or optionally in the future), promo
code (if applicable) and other notes.

Step 5: Buyer confirms order for car or courier service by clicking “Place” button.

Step 6: Buyer's car booking or delivery service will be forwarded to the nearest
supplier and the supplier will move to the Pick-up Point to pick up the buyer or
pick up the delivery.
Step 7: Buyer receives service.

Step 8: Buyers make payment according to the selected method (in cash or card)
after finishing using the service.

Step 9: Buyer evaluates the service and has questions and complaints about the
supplier (if any).
4. Selling Targets:
Grab's target customers are Men and Women, aged 18-35, with AB income,
always with the view to make the most of their time to maximize productivity, who
are always busy with Work and Education.

The portrait of Grab's target customers can be described as follows

- Gender : Grab's target audience includes both Male and Female.
- Geographical location : Grab's target customers are concentrated in urban
areas, in 2 big cities (HCMC and Hanoi).
- Age : Grab's target audience is mainly Youth (18-24 years old) and Mature (25-
35 years old).
Income : Grab's target customers are group A Class (15 – 150 million VND) and
Group B Class (7.5 – 15 million VND).
- Family Life Cycle : Grab's target audience is concentrated in the group of
Young singles.
- Education : Grab's target customers are mainly Colleges; University
(University); Post-graduate.
- Attitude : Grab's target customers always have the view to make the most of
their time to maximize work productivity, who are always busy with work and
study.
- Lifestyle : Grab's target customers are often looking for convenience, solving
immediate needs.
- Shopping occasions : Grab's target customers often use the service to go to
school or work.
- Shopping intent : Grab's target customers are usually Habitual and Problem
Solving users.
- Usage behavior : Grab's target customers use the service 1-2 times/day; 2
days/week or more.
- Psychology : Grab's target customers belong to the group of people who are
approachable, friendly and open, and the group of brave, dynamic and
independent people.
5. Selling Budgets:
6. Sale Staffs Recruitment:
a. Request:
- Vietnamese citizens age: Male from 18 to 60 years old, Female from 18 to 55
years old. Only for Partners who are disabled Drivers are eligible to participate in
a partnership project with.
- Disabled Partners (“Project”) with the age range from 18-60 years old.
- Registered vehicle with a displacement greater than 50cc.
- Fully equipped with Grab uniform when operating.
- For services: GrabFood, GrabExpress Superfood, GrabMart and GrabExpress
can use both regular digital scooters/scooters and electric 2-wheelers (electric
motorbikes, electric motorbikes).
- Eligible people with disabilities to participate in the project can register to
operate GrabFood, GrabMart, and GrabExpress services.

b. Dossier to prepare:
- Identity card/passport/ID card (minimum 01 month remaining validity).
- Criminal record (LLTP): Original LLTP (not older than 06 months) or LLTP
appointment letter (within 30 days) postal receipt.
- Main bank account.
- Vehicle registration certificate.
- Certificate of compulsory insurance for civil liability of motor vehicle owners.
- Driver's license (A1 or A2).

***Note: For Driver Partners who are disabled people need to

provide:

1. A1 license for people with disabilities (according to Circular 12/2017/TT-

BGTVT, amended and supplemented by Circular 01/2021/TT-BGTVT stipulating
training, testing, and licensing of motor vehicles.

2. A normal A1, A2 driver's license if the degree of disability on the Certificate of

Disability (GXNKT) or the written conclusion of a provincial-level medical facility
or higher (VBKL) is mild.

Certificate of disability (if any) or written conclusion from a provincial-level

medical facility or higher.
c. Next step:
- Step 1: Click the button "Register".
- Step 2: Update the previously prepared dossier online.
- Step 3: Wait for the message to notify the appointment (date, time, location) to
submit the application from Grab.
- Step 4: Submit your application at the right place and time.
- Step 5: Complete and pass online training sent to registered mobile message.

***Note: In case the Partner is a person with a disability who wishes to participate
in the project but has not met the requirements for GXNKT or VBKL, Grab fully
reserves the right to consider and evaluate the receipt of the Partner's
registration application based on the following criteria. appropriate skill/function
test to ensure safe and efficient operation on the Grab app.

- Step 6: Equip a full uniform

The account that works on the Partner's Grab Driver app is now ready to be
activated.

7. Sale Staffs Training:

a. To be able to use the Grab App to connect with buyers, the
supplier first needs to register an account with GrabTaxi Co., Ltd.
according to the following process:
- Submit application to use Grab App.
- The dossier will include the application form and documents and papers
certifying that the supplier is qualified to provide transportation services.
- Negotiate and sign a contract with GrabTaxi Co., Ltd., after the contract is
signed, GrabTaxi Co., Ltd. will provide each individual supplier with an account.
- Download and install Grab Driver App (Grab App for drivers) to your phone.

b. Once the supplier has an account, the supplier needs to take

the following steps to transact with the buyer:
- Step 1: Log in to the Grab App with the account information registered and
issued by GrabTaxi Co., Ltd (see Figure 6).
- Step 2: Turn on online mode when ready to be connected to the buyer (see
Figure 7).
Step 3: Upon receiving the order for the car or delivery service from the buyer,
press “accept” to receive the service delivery (see Figure 8).

Step 4: Make service provision to the buyer according to the buyer's request
entered on the App (see Figure 9).

Step 5: Receive buyer's payment if buyer chooses cash payment method and
send Receipt (see Figure 10).

c. The process of entering into an electronic contract:

When the buyer enters the itinerary information, obtains the fare for the type of
service in need, and presses the “Place” button, the buyer has submitted an offer
to enter into a contract (see Figure 11).

The buyer's proposal to enter into a contract is sent to the supplier by the system
with all the basic information of the contract (itinerary - pick-up point, destination,
journey length, contract value, mode of transport, etc.) payment), the supplier
accepts the buyer's offer to enter into a contract by pressing "accept" (see Figure
12).

When the supplier accepts the offer to enter into a contract, the Grab App will
display the buyer's interface with the information of the supplier who has
accepted the offer to enter into a contract (see Figure 13).
d. Order confirmation/cancellation process
- Order confirmation process
Grab's system only confirms the buyer's order for a car/delivery service when the
buyer presses the "Place" button with the desired service information filled in.

- When the supplier confirms to provide the service to the buyer, the buyer's
car/delivery service order will become an order and be assigned an order
number.

- Order cancellation process

In all cases, the buyer has the right to terminate the transaction, cancel the car
order/delivery service or confirmed order according to the following measures:
Within 5 seconds after the buyer presses the “Place” button to send the
car/delivery service order, the buyer can press and hold the “Cancel” button on
the screen to cancel the car/delivery service order.

- After the car/delivery service order becomes an order (with a service provider),
the buyer needs to contact the supplier directly (information shown on the app) to
inform about the delivery. cancel the order, and press the “Cancel” button on the
screen to cancel the order.
8. Motivation:
BENEFITS FOR PARTNERS
LIBERTY ACCIDENT INSURANCE
Grab accompanies and ensures the safety of Partners on every journey with
Liberty accident insurance, which is available to both Partners and passengers.
Every unfortunate accident happens, Grab and the captains, as well as the
MOBILE GRAB team are always present in time to take care of the Partners.

To get the best insurance support, you should note the following conditions:
- Must have the correct license plate registered with Grab, the right Partner
registered on the app.
- The ride is booked on the app and the right service.
- Full Grab uniform: 2 helmets, jacket or Grab t-shirt.
- Full receipt from hospital or clinic for medical expenses support from Liberty
insurance
FREE CYCLE SKILLS.

a. Every month, Grab organizes FREE skill classes for partners.

Not only to improve skills, but also a playground for partners to
exchange, share and entertain.
- The First Aid Course, guided by the Red Cross, helps Partners have the most
basic skills to give first aid to themselves and their customers.
- Defensive driving course , helping Partners improve driving skills, easily
overcome difficult roads, handle situations when collisions occur.
- Learn English with Grab course , with simple tips to be more confident when
welcoming foreign guests.
- Self-Defense Skills Course , taught by a Master, teaches Partners the basic
martial arts, knows how to defend, and feels more secure on their journeys.

b. SUPPORT PROGRAMS:
- “Sharing LOVE”, supporting Partners with extremely difficult circumstances
every month 5 million VND/case.
- Running fundraiser “Sharing love” is held periodically. Each Partner
participating in the program, Grab will automatically contribute to the fund of VND
10,000/Partner. The proceeds will be used to support Partners with difficult
circumstances.
- FAVORITE POINTS AND LOVE Iced TEA:
For a long time, Grab's free iced tea pots have been placed all over the city, to
provide water for partners and pedestrians in hot weather. In order for this
meaningful program to be further developed, partners, please join Grab in
multiplying these convenience points by registering to open more loving iced tea
spots. Grab will support 100% of the cost of tea, water and monthly tea.

In addition, GrabBike has links with restaurants, car repair and washing ... to
bring GrabBike Partners the best services, save money on car maintenance, buy
phone accessories, rest and save money. have lunch.

c. COMPETITIES, TEAMS & ACTIVITIES:

Grab regularly organizes contests and tournaments to help partners relieve
stress and showcase their talents.
- GRABBIKE GOT TALENT: A playground for Partners to show their talents and
win attractive prizes.
- GRABBIKE CUP: A place for Partners who have a passion for the ball,
continuously practicing at the time and place as follows:
Ho Chi Minh City: From 8:30 to 22:30, Monday & Friday every week, at Wok Fire
yard 30 Phan Thuc Duyen, Tan Binh district.

Hanoi: From 8 pm to 10 pm, Tuesday every week, at Son Trang 2 yard, No. 1
Hoang Minh Giam.
9. Evaluation:
Characteristic of exploratory thinking that creates new value propositions for
customers on the basis of market creation or expansion. Before the appearance
of Grab, traditional taxis was a high-cost form of transportation that not many
people could access and considered it a regular way of transportation. For Grab,
they seek to innovate to help improve the accessibility of products/services and
technology to more customers.

What sets Grab apart is that they create a new platform that connects
passengers and drivers based on safety, convenience and sustainability.
Reaching a wide range of customers through reasonable prices, suitable for their
large number of customers.

With the power of technology, Grab connects customers more easily. Customers
can understand their journey and give reviews and feedback after using the
service.
***Let's move forward together***
a. Our mission is to move Southeast Asia forward by creating more
economic opportunities for all.
- Letter From The Founder
- Create a super app

b. Millions of people use Grab as part of their daily lives.

- How Do We Do It?
- Make a sustainable impact

c. We have a responsibility in the sustainable economic empowerment of

the region.
- The Social Impact We Have Brought
- Business principles

d. Strict corporate governance principles keep us faithful to our mission.

- The Principles We Always Follow
- Promoting financial inclusion

e. Grab Financial Group aims to improve the economy in Southeast Asia,

for all, through promoting financial inclusion.
- Our Efforts
- Safer every day for everyone

f. As Grab grows to serve millions of people every day, we provide

solutions to ensure an ever-improving platform for everyone.
- Our Security Measures
- Responding to COVID-19

g. Grab is committed to helping Southeast Asia recover from the pandemic.

- Find Out More
- Investor Relations