Toyota Certification

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?

Toyota Motor Corporation

Toyota Motor Corporation is a Japanese automotive manufacturer headquartered in Toyota, Aichi, Japan founded August 28, 1937 by Kiichiro Toyoda.

Founders of Toyota

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Current Toyota Models

2015 Avalon (AH-VUH-LON)

2015 Sienna (SEA-EN-NUH)

2015 Tacoma (TUH-COMA)

2015 Yaris (YAR-ISS)

2015 Corolla (KUH-ROLL-UH)

2015 Camry (CAM-REE)

Current Toyota Models Cont.

2015 Tundra (TUN-DRUH)

2015 Venza (VEN-ZUH)

2015 RAV4 (RAA-VUH-4)

2015 Highlander (HIGH-LAN-DER)

2015 FJ Criuser (F-J-CREW-ZER)

2015 4Runner (4-Runner)

Current Toyota Models Cont.

2015 Sequoia (SAH-COY-UH)

2015 Land Cruiser (LAND CREW-ZER)

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.

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.

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

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.

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.

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.

TMS OCP Scheduled Service Reminder

The main purpose of this campaign is to contact customers who may be due forService, or who may have missed an appointment. In some cases, the customer will have been sent coupons in the mail. If so, some of thecoupons 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 criticalthat 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.

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 VBDCservice to other dealerships. The average repair order for SET ranges from $135 to $180.

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 bedue 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.

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

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