1. Introduction:
• Who is Toyota?
• Who is SET?
• What is SET’s relationship with the CIC?
• What call programs does the CIC perform on
behalf of SET?
• What are the benefits of the different call
programs?
SET Certification 101
2. Toyota Motor Corporation
Toyota Motor Corporation is a Japanese
automotive manufacturer headquartered in
Toyota, Aichi, Japan founded August 28, 1937 by
Kiichiro Toyoda.
3. Southeast Toyota (SET) Distributors, LLC is the
world's largest independent distributor of
Toyotas and Scions headquartered in Pompano
Beach, Fla founded October 26, 1968 by Jim
Moran.
5. SET 1969
• Southeast Toyota revolutionizes the
automobile industry with CARNETT, the first
computer network to link dealerships with a
distributorship.
• Southeast Toyota Parts department opens to
support dealers' needs for high quality and
quickly accessible parts.
• Associate profit-sharing plan is established.
6. SET 1975
• First year Toyota outsells Volkswagen,
“the king of imports,” in the southeast.
• Southeast Toyota establishes Fleet Sales
department, becoming the first import
distributor to enter the U.S. fleet
market.
8. SET 1978
Tender Loving Care Corporation established as a provider of extended service
contracts for vehicles of all makes; the company grew to become Fidelity
Warranty Services, Inc., a JM&A Group company servicing vehicles of all
makes.
9. SET Quick Facts
Out of 175 stores, each
store sells 152 new
vehicles a month
26,600 new vehicles sold
per month (5 states)
1 out of 5 sold in the area
is a Toyota
Approximately 1 in 10
vehicles in the U.S.
includes a JM&A product.
10. SET CIC Core Programs
Generate about 10,000
incremental service visits
a month or 120,000 per
year
As a result of our call
programs and Journey;
DMEa and the CIC
generate about
$22,000,000 in revenue
each year for SET
11. Toyota Care Non Responder
Toyota Care & Scion Boost
• Toyota Care & Scion Boost provide 2 years/25,000 mile
complimentary maintenance.
• The purpose of this campaign is to call customers who
have not yet taken advantage of their complimentary
service.
• Even though Toyota Care covers the routine
maintenance, the average repair order for these
appointments is $135.00
12. SET 1st Appointment - New
• The purpose of this campaign is to schedule the
customer’s first service appointment.
• The customers that we will be calling have recently
purchased their vehicle.
• The 1st appointment will likely be set anywhere
from 3-6 months from the date of the call.
• The first service appointment is likely FREE! Refer to
scripting for pricing.
13. SET 1st Appointment - Used
• The purpose of this campaign is to schedule the
customer’s first service appointment.
• The customers that we will be calling have recently
purchased a USED vehicle.
• The 1st appointment will likely be set anywhere
from 3-6 months from the date of the call.
• The first service appointment is NOT FREE. Pay close
attention to the offer when delivering the pitch.
14. SET Shortfall
The purpose of this campaign is to call customers and schedule a service
appointment.
We are calling customers who have once serviced their vehicle at this
dealership, but have not been back.
The goal is to get the customer back within 364 days of their previous visit.
The last day for the offer is listed in the script. If the customer can’t make it
in prior to the expiration date, we can extend the offer by an additional 2
weeks.
The dealership will often offer exceptional incentives for the customer to
bring the vehicle in. Example – $9.99 oil change.
SET retains about 25% of the customers that we contact with this campaign.
15. SET CCF
There are two purposes for this
campaign:
The first purpose is to
measure the customer’s
satisfaction with their
recent
Service visit.
The second purpose is to
schedule the customer’s
next Service appointment.
16. SET Scheduled Service Reminder
The main purpose of this campaign is to contact customers who may be due for
Service, or who may have missed an appointment.
In some cases, the customer will have been sent coupons in the mail. If so, some of the
coupons that were mailed will be on your screen. Use these coupons as an incentive for the
customer to come in.
NOTE: The coupons or the offer will not always include an oil change, therefore, it is critical
that you read the entire coupon before pitching. Offering the oil change or a service not on the
coupon has resulted in Financially Impacting Client Complaints.
If you are ever unclear on what the offer is, please seek assistance from floor support.
17. SET VBDC Inbound
Inbound appointment setting campaign where dealerships’ customers are transferred to
the CIC for call handling (Service, Sales, Parts, Collision):
Backstop Calls- If the dealership doesn’t answer within a certain number of rings,
the call is then routed to the CIC.
After Hours Calls- The dealership’s phone calls are transferred to us when they are
closed.
All Calls- The dealership transfers all calls to the CIC for call handling.
SET is very pleased with the VBDC program. In fact, dealerships are recommending the VBDC
service to other dealerships.
The average repair order for SET ranges from $135 to $180.
18. Call Success Tips
As a general rule, the following tips will help you to be successful when handling SET calls:
Be polite, friendly and courteous in all interactions.
Explain the reason for the call “We haven’t seen you in a while” or “Your vehicle may be
due for service”- Whatever is in the script.
Deliver the pitch verbatim.
Don’t offer the customer something that is not included in the current offer.
Examples:
Topping off the fluids does NOT include changing the oil.
SET 1st Used- In most cases will NOT include an offer.
Schedule the appointment correctly.
Leave thorough comments with proper spelling and grammar.
19. Conclusion
SET is the largest Toyota Distributor in the World.
SET’s territory consists of North Carolina, South Carolina, Alabama, Georgia and Florida.
SET sells approximately 26,660 cars per month.
SET’s relationship with DMEa and the CIC.
JM Family partnered with DME Holdings, to form DMEautomotive.
SET is a JM Family Company.
Although SET is a major client of DMEa, they are also a sister company.
SET Call Programs:
Toyota Care Non Responder
SET 1st Appointment
SET Shortfall
SET CCF
SET Scheduled Service Reminder
SET VBDC Inbound
Editor's Notes
On October 26, 1968, Jim Moran signed the first distributor agreement with Toyota Motor Corporation in Tokyo, Japan, to serve the five Southeastern states — Florida, Georgia, Alabama, North Carolina and South Carolina. Southeast Toyota Distributors begins with 11 associates in Pompano Beach, Fla., distributing Toyotas to 42 dealerships.
Today, Southeast Toyota distributes vehicles, parts and accessories to 176 independent Toyota dealerships in Alabama, Florida, Georgia, and North and South Carolina. Vehicles manufactured in North America and Japan are processed at the company’s facilities in Jacksonville, Fla., and Commerce, Ga. Southeast Toyota also supports dealers through regional sales and marketing, customer service, accessory development and sales, Fleet sales, and transportation and logistics.
In 1939, after saving every penny he could, Jim Moran put together $360 to purchase a Sinclair gas station that soon became the largest volume outlet in Chicago.
