Toyota Process for Better impression

When and at which stage you offer a test drive to the Customer?

• After 6 step demo

• Once he enters into showroom

• after the booking

• before taking the delivery

If Mr. Prashanth Customer visited first time to the showroom for enquiry on Glanza. What is the Process of discussion start by the GEM sales?

• 4. 4. Directly approaching to the customer with the price list

• 1. 1. Greet and meet, RAPO Building, Promote the brand and welcome the guest for visiting our dealership

• 2. 2. NABing to understand the needs of the vehicle, Give 6 step demo with FABing to connect his needs, Offer test drive

• 3. 3. Confirmation of Suffix and color and explain about the Finance and VAS benefits

At what stage we need to pitch the TGA details to the customer?

• before a day of delivery

• After the confirmation of Suffix and Color

• At the Booking stage

• One hr before the delivery commencement

Mr. Naidu has already booked the Hyryder vehicle, GEM Vinay has given the details of all the accessories at the time of Suffix and color confirmation of the customer, Customer said Let me see later. If Vinay has not initiated with the customer atleast at the time of Booking stage, what are the consequences will be effected to the customer and GEM at the time of Delivery ?

• Delay in delivery due to time taking process of accessories equipped to the car

• By the time parts may not be available in stock

• Missing of parts to be equipped as per the customer payment in the hurry moment

• Unsatisfied delivery with false commitments

what are all the questions can be asked for the customer at the time of NABing?

• 1. 1. Utilization of this vehicle for?
     2. What would be your daily running kms?
     3. Monthly r weekly travelling distance Approx.

• 4. 4. Who all Drives in your home?
     5. Which vehicle your presently using?
     6. What is your family size and how many travel regularly

• 4. 7. Can u please Share me ur Willing feature and non-willing feature in your present car
     8. Expecting any new features in this car

• 6. 
     9. What is your plan of investment on ur new car?
     10. Is this vehicle planning to buy on any special Occasion or in how many days u expect the vehicle

Guest Mr. Durga Prasad has came to showroom to take his new car delivery Hycross, What duty of GEM sales Pavan has to communicate and be ready with?

• Keep the vehicle ready with clean and decorative

• keep the documents Ready TR, Road Tax, Insurance Copy and Form 21

• If customer is receiving the vehicle on occasion arrange the celebrations at the delivery point to surprise the customer

• Explanation of all the features in the car, Take the Feedback to reach his expectations and find the referrals with delivery ceremony

At which stage of GR involvement is done with the Customer visit to our Showroom

• At Enquiry Stage

• At Booking Stage

• At Delivery Stage

• After delivery and Service Visits

How do you explain the accessories list available to the customer? To understand with live visibility and touch and feel to the customer for professional impression

• Showing the Display vehicle with fully equipped accessories, By using Kiosk

• By using Toyota bharat website on Mobile phone

• By using the brochure available with the Accessories In-charge

• By using the Ipad device available with the Accessories In-charge

What is HTGE?

• Heart Touching Guest Experience

• Heart Touching Guest Expertise

• Heart Teaching Guest Experience

• Heartless Touching Guest Experience

What is Seamless SOP?

• Single point contact to build to GEM sales, relationship with the customer for long Journey to get referrals

• Single point contact to build to Customer, relationship with the GEM sales for long Journey to get referrals

• Single point contact to build to GEM sales, Finance, GR and Service advisors for relationship with the customer for long Journey to get referrals

• None of these