2. Toyota Certification 101
Introduction:
Who is Toyota?
What is Toyota’s relationship with the CIC?
What call programs does the CIC perform on
behalf of Toyota?
What are the benefits of the different call
programs?
3. Toyota Motor Corporation
Toyota Motor Corporation is a Japanese
automotive manufacturer headquartered in
Toyota, Aichi, Japan founded August 28, 1937 by
Kiichiro Toyoda.
5. Merger between Toyota and the United States
Toyota took its present name in 1982, when Toyota Motor Company was
merged with Toyota Motor Sales Company, Ltd. Two years later Toyota
partnered with General Motors Corporation in the creation of New United
Motor Manufacturing, Inc., a dual-brand manufacturing plant in California,
where Toyota began U.S. production in 1986.
6. Introduction of Lexus
In 1983 Toyota's chairman Eili Toyota and his company executives met to
discuss the possibility of developing a luxury-car line. As a result in 1989 the
Lexus LS 400 made it's entrance at the North American Auto Show in Detroit,
MI.
7. Lexus Mission Statement
Our Mission is to ensure that Lexus delivers on the Brand Promise to
exceed customer expectations by providing personal and individual
facility design and consultation to our dealers and their design teams to
ensure the best possible Lexus Dealership Facility.
8. Lexus Customer’s
The Japanese word for hospitality is omotenashi. It implies an
insightful understanding of customer wants and needs, thoughtful
caring about each customer's well-being and treating people as true
individuals.
Customer care is so important to Lexus that it is placed together with
automobiles at the very heart of their brand. The combination of
attentive customer care and world class automobiles is what Lexus
believes is a true luxury experience.
9. Lexus Customer’s Cont.
In the spirit of omotenashi, Lexus strive’s to treat their customers, as a
guest in their own homes. Recognizing that each guest has different
needs, their goal is to anticipate and personalize each solution to
exceed expectations, while recognizing that time is always at a
premium.
10. Introduction of Scion
In 1999, Toyota launched Project Genesis, as an effort to bring younger buyers
to the Toyota marque in the United States. Scion (SIGH-ON) is marketed as a
youth brand and was first introduced in March 2002, at the New York Auto
Show.
11. Extension of the Dealership
The clients of DMEautomotive (the dealership) expect their customers to be
treated as our own. When customers are contacted or call in to schedule an
appointment they are under the impression the dealership is taking care of
them not DMEautomotive. It is important to remember that we
(DMEautomotive) are an extension of the dealership. when speaking with
customers they should be provided with the "White Glove" service, bullet
points/agent prompts should be followed, and get the call right on the first
try.
12. Toyota 2008
In 2008 Toyota experienced a massive "unintended acceleration" recall that
included just under 10 million cars. The recall had a substantial negative
impact on the automaker's sales and stock prices.
13. Toyota 2008 Cont.
In addition to the recalls Toyota along with other automobile manufacturers
experienced a massive global recession on car sales. As a result Toyota's stock
price dropped by more than 20 percent (or $35 billion) in just over a month.
14. Toyota 2011
In March 2011 Toyota Motor Corporation was majorly affected by the
devastating Japan earthquake and tsunami. Toyota subsidiary plants that
produce parts and vehicles had to stop production. The plants affected
included:
Toyota Motor Hokkaido Plant
Toyota Motor Tohoku Plant
Central Motor Corporation Miyagi Plant, which also produces the Yaris model.
Kanto Auto Works Iwate Plant, which also produces the Scion xB and Scion xD.
15. Toyota 2012-2014
• As a result of rebranding and developing, in 2012 Toyota was named largest
automobile manufacturer (by production).
• In July 2012 the company reported the production of its 200-millionth
vehicle. Toyota is the world's first automobile manufacturer to produce
more than 10 million vehicles per year. It did so in 2012 according to OICA,
and in 2013 according to company data.
• As of July 2014, Toyota was the largest listed company in Japan by market
capitalization and by revenue.
16. Toyota Quick Facts
In the year 2011, Toyota was ranked as the third largest car manufacturer in
the world, after General Motors and Volkswagen Group.
In 2012, eight Toyota-manufactured cars won the J.D Power and Associates
Vehicle Dependability Study.
The Toyota Prius is sold in more than 70 regions and countries cross the
world. Nearly 75% of all Hybrids have been sold by Toyota in the U.S.
Over 80% of the Toyota cars that were sold even 20 years ago are still
functional and on the road today.
19. Current Toyota Models Cont.
2015 Sequoia (SAH-COY-UH)
2015 Land Cruiser (LAND CREW-ZER)
20. TMS OCP 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
• Sidenote: Each Covered Toyota Care visit, does NOT include an oil change.
21. TMS OCP Lost Customer
• The first purpose of this campaign is to identify ownership status of
the vehicle.
• The second purpose is to contact customers who have not serviced
their vehicles at the dealership in a while (approximately 6 months)
and offer to schedule a service appointment.
• A discounted service is typically offered, but be sure to follow the
script and deliver the offer verbatim.
22. TMS OCP Declined Service Appointment
• The purpose of this campaign is to contact customers who were in for
service (approximately 30 days prior) but declined to have recommended
services performed.
• Normally some type of incentive is offered in order to get them to schedule
the appointment.
The technician looked at your vehicle,
and recommends that you have your
transmission flushed.
No Thanks! I only want the oil
changed. I will get the transmission
flushed on the next visit.
Advisor Customer
23. TMS OCP 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.
24. TMS OCP 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.
25. TMS OCP 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.
26. TMS OCP 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.
27. 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.
28. 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.
29. Conclusion
Toyota Motor Corporation was founded by Kiichiro Toyoda August 28, 1937.
Kiichiro Toyoda was born in 1894.
Kiichiro Toyoda's father Sakichi Toyoda invented the automatic loom.
Kiichiro Toyoda completed the A1 prototype vehicle in 1935.
In 1982 Toyota Motor Company (TMC) joined forces with General Motors Corporation and
began production in the United States.
In 1989 the Lexus LS 400 made it's debut at the North Americal Auto Show.
As an effort to capture the attention of younger buyers, in 2002 Scion was introduced at
the New York Auto Show.
Massive recall and financial loss.
2008 Toyota was involved with an "unintended acceleration" recall.
In addition to the recall, Toyota experienced a massive global recession on car sales.
In 2011 TMC was affected by an earthquake and tsunami
30. Conclusion Cont.
Results from rebranding and developing.
In 2012 Toyota was named largest automobile manufacturer (by production). Also
reported its 200-millionth vehicle.
In 2014 largest listed company in Japan by market capitalization and revenue.
Toyota Call Programs
TMS OCP Non Responder
TMS OCP Lost Customer
TMS OCP Declined Service Appointment
TMS OCP 1st Appointment
TMS OCP Shortfall
TMS OCP Scheduled Service Reminder
VBDC Inbound
