WorksheetsToyota Process for Better impression
Total questions: 30
Worksheet time: 18mins
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. Directly approaching to the customer with the price list
1. Greet and meet, RAPO Building, Promote the brand and welcome the guest for visiting our dealership
2. NABing to understand the needs of the vehicle, Give 6 step demo with FABing to connect his needs, Offer test drive
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. Utilization of this vehicle for?
2. What would be your daily running kms?
3. Monthly r weekly travelling distance Approx.
4. Who all Drives in your home?
5. Which vehicle your presently using?
6. What is your family size and how many travel regularly
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
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
Why do we follow the HanSaChu, connectivity with other departments as per Toyota Process
First contact person in the showroom is GEM, Once our customer requires any service assistance. we can suggest the correct person with our relationship with the service manpower
If customer vehicle is in bad condition Service advisor suggest the customer to plan for a new vehicle and get back the customer to the same GEM sales
If customer planning to sell his vehicle GEM can suggest the best PO for evaluating the vehicle and offers the best price for the vehicle to impress the customer
Till the customer usage and resale we will be connecting with the customer and at the same time with service and Utrust departments for more relationship building to provide the customer Hassle free assistance
What makes use for the customer using I-connect
Customer benefits with Safety Connected features like Seat belt alert, Door Lock, Speed limit, GEO fence
Customer benefits with Remote Connected features like Hazard lights, Engine start, AC controls including Temp, Door Unlock, Trace the vehicle location
Customer benefits with Service Connected features like Previous bill status, Periodic maintenance time, Schedule and appointments, User manual, RSA support details
Choose the Service locations, Prescribed Service advisor can be choosed
What is the Full form of SRS Airbags?
Supplementary Retractable System
Supplementary Recline System
Supplementary Restraint System
Superior Retractable System
When do we carry price list to the customer?
Only at the time of price and finance detail explanation that is 7th Stage of Toyota Process
At the time of customer enters into showroom
Customer enters and says looking for Fortuner
Before the 6 step demo
What is the process of 6 Step Demo?
Follows FORYOU (Front, Outside, Rear, Your Convenience on Second row seats, On the Driver seat, Underhood)
Follow EPICS (Exterior, Performance, Interior, Comfort and Convenience, Safety)
As per your convenience
As per Customer Convenience
What is TFS?
Toyota Financial Services
Toyota Fast Services
Toyota Flexible loan Services
Toyota Fleet and corporate Services
What is the position for of the GEM sales at the time of 6 Step demonstration to the customer
In Which position of Postures should we sit in front of the customer at the time of Interaction?
Why to we follow FABing at the time of Demonstration? and What is FABing
To Connect the customer needs with features usage (Feature Advantage and Benefit)
To remind the customer needs with feasibility usage (Feature Advantage and Benefit)
To Connect the customer needs with features usage (Feature allowance and Benefit)
To Connect the customer needs with features usage (Feature Advantage and Budget)
How can we emotionally touch the customer by following the process of Toyota?
Enquiry Stages by NABing and FABing
Providing the Physical Drive experience of Test Drive
Giving clear and transparent explanation of Future VAS benefits
Delivery the vehicle treating as your own relation receiving the vehicle with Surprise arrangements
What are the main benefits of Customer by buying the Accessories to the vehicle at authorized Dealership
Stylish Looks, with road presence and vehicle stability
Complete build vehicle with Safety and protection
Hassle free with Genuine parts and long life with warranty benefits
Toyota Finance with Low EMI facility on Accessories
A Customer Mr. Sai Prasad was concern about his boot space of his new vehicle. What are the two ways of explaining the customer with physical experience of the vehicle?
Taking the customer to the vehicle and explain the space availability by opening the boot back door in the car
Explain the customer about the boot space by showing the car from the place you sit from
Open the Toyota bharat virtual showroom and click on bot space button and show the availability
Show the specification of the vehicle and explain
Mr. Anjan Customer visited showroom and had the details for the vehicle and replied will get back to you after discussing with my family. When he/She the GEM follow-up the customer with next call?
After three days
On the next day
Untill you get the reminder from TELE caller
None of the above
Customer Mr. Vamshi has already purchased Hyryder Hybrid Vehicle but still he has confusion about the Toyota protect and it benefits?
Ø Consumables, Nil Depreciation Cover, return to Invoice Cover, Battery Cover, Engine protect, Key protect, Personal belongings cover, Pay as you drive cover, EMI Cover, Tyre & Alloy cover, Inconvenience cover, Pay how you drive cover
Ø Tyre & Alloy Cover – Cover 4 tyres and 4 Alloys
Ø Consumable Cover – Included with basic policy
Ø Nil Depreciation cover – No limit to number of claims
Ø Return to Invoice cover – Current On-road price + Insurance premium (Including Add-Ons)
Ø Engine Cover – No limit on no. of claims
Ø Key cover – No limit on no. of claims sum insured
Ø Personal belonging cover – Sum insured: Rs. 50,000 [Including Electronics]
Ø EMI cover – 1st EMI: Repair > 16 days; 2nd EMI: Repair > 46days
Ø Inconvenience Cover – Inconvenience allowance of Rs. 1,000 per day post minimum repair days as per claim type
Ø Battery cover – Covers repairs/replacement due to consequential damage to battery and related systems
Ø Pay as you drive – Insurance pricing based on estimated distance to be covered by car
Ø Pay how you drive cover – Insurance pricing based on guest driving behavior
What is the Toll Free Number of RSA Assist? and Is all the GEM sales need to feed the number in their mobiles?
1800-102-5001 need to feed the number
1800-102-9001 need to feed the number
1800-102-8001 NO need to feed the number
1800-102-7001 need to feed the number
Who will take the details of replacement vehicle details from the customer and what are they?
PO will take the details (Number of Kms travelled, Model and variant, Year of the vehicle and RC)
GEM sales will take the details and give to PO for valuation (Number of Kms travelled, Model and variant, Year of the vehicle and RC)
PO will take the customer to Utrust longue and handover the keys
None of the these are correct
When should you interact the Team leaders?
At Enquiry stage
At Booking stage
Closing stage of price negotiation
At the time of Vehicle demonstration
Where do u involve the SMs and GMs in the Showroom presence of the customer
At the time of Price negotiation for closing and Delivery Ceremony
Delivery Ceremony
Revisit of the Customer at the time for Service
Revisit of the Customer at the time for resale of the vehicle
Is the GEM sales Eye contact should be in which position?
Eyes wider
Limit your blink rate
looks like staring or boring
maintain eye contact for 50 percent of the time while speaking and 70% of the time while listening
Do we get up for any need while at the customer interaction in middle of the conversation?
No its not mandatory
Yes, can move from there in any emergency
If SM or GM calls u can leave the place immediately
No, We cannot leave customer alone or move from the table until customer leave the showroom
