1. A Quality Delivery Process

2. Schedule Overview of the Sales Process Understanding CSI
8-Step Delivery Process

3. The Sales Process

4. The Sales Process

5. The Sales Process Prospecting Allows us to generate new sales
New customers
Databases
Referrals
Events
Existing customers
Repurchasing/Trade-ins
Incremental Sales

6. The Sales Process Greeting First contact with the customer
Everyone in the showroom is responsible for it’s success
Allows you to begin building rapport
If done correctly, it allows for you to smoothly transition into the Needs Assessment stage

7. The Sales Process Needs Assessment Here you listen to the customer
Ask open-ended, closed-ended questions
Use LACE technique
Listen to the customer
Ask relevant questions
Confirm what you understood
Explain the features
Helps you explain only that which is important to the customer

8. The Sales Process Product Presentation
Here you use the information received in the Needs Assessment to conduct your presentation
Use a 6-position walkaround to explain the Feature - Function - Benefit
Remember to watch your
Eye Contact
Posture
Facial Expressions
Gestures
Personal Space
Verbal Tone, Speed and Diction

9. The Sales Process Test Drive
Ask the customer if he/she wishes to conduct one
Make a photocopy of the customer’s driver’s license
Assure the vehicle is prepped
Predetermine a route based on the customer’s driving habits
You drive first
Customer drives second
If you’re sitting in the back seat, don’t talk
Make sure you emphasize the items you pointed out during the Product Presentation phase

10. The Sales Process Purchasing
Close the sales, answering customer’s objections
Don’t do a pressure sell, make sure the customer wishes to purchase the vehicle
Assist the customer through F&I process (if applicable)
Give customer accurate delivery date
Conduct a proper delivery

11. The Sales Process Aftersales Follow-up
Contact the customer 7 days after purchasing to assure vehicle is operating smoothly
Check on customer’s doubts or worries
Schedule first vehicle check for the customer
At regular intervals, contact the customer to remain within his/her “top of mind”

12. Understanding CSI

13. CSI - Customer Satisfaction Index
Serves as a thermometer for a customer’s purchasing experience
Industries which conduct CS surveys
Travel
Telecom
Insurance
Healthcare
Finance
Automotive
In the Caribbean we call this SSI for Toyota (Sales Satisfaction Index)

14. CSI - Customer Satisfaction Index
In the auto industry, CS studies are summarized into a CSI
Global average (weighted or un-weighted) of customer’s experience
Typically conducted 2-3 weeks after vehicle delivery
Generally takes into consideration the following items
Showroom and overall infrastructure
Vehicle quality (manufacturing and delivery)
Sales Team, F&I operations
Delivery Experience
Aftersales Follow-up

15. Why Worry About CSI?
“those automakers whose dealers provide the highest levels of satisfaction during warranty period retain a greater share of future service visits at the dealerships, even after the warranty period.”
“brands with dealers that achieve particularly high CSI (Customer Satisfaction Index) scores (80 per cent or higher) during the first three years of vehicle ownership retained 70 per cent of dollars spent on maintenance and repairs during the first five years of ownership.”

16. Why Worry About Vehicle Delivery?
“Customers in Australia are particularly sensitive to problems experienced at vehicle delivery,”
“The initial quality of a vehicle has significant influence on customer perceptions of the brand and dealership throughout the ownership period.”
It’s (usually) the last physical impression you’ll make on your customer before he/she takes the CSI survey

17. The Vehicle Delivery Process

18. Why A Quality Delivery?

19. The Vehicle Delivery Process

20. The Vehicle Delivery Process
Verify PDS is Complete
Greet the Customer
Review Paperwork
Identify Dealership Services
Present the Vehicle and it’s Exterior Operations
Explain Interior Operations
Take a Delivery Drive
Present the Keys

21. The Vehicle Delivery Process

22. The Vehicle Delivery Process
Verify PDS is Complete
Greet the Customer
Review Paperwork
Identify Dealership Services
Present the Vehicle and it’s Exterior Operations
Explain Interior Operations
Take a Delivery Drive
Present the Keys

23. Verify PDS is Complete VDS = Vehicle Delivery Service
Conducted by Aftersales (Dealership) or Imports Department (Distributor)
Reviews Mechanical and Aesthetic Issues
Tire Pressure
Lubricants and Fluids
Interior and Exterior Detailing
Accessories Installation

24. Verify PDS is Complete
Although you do not conduct the Pre-Delivery Service, it is your responsibility
Make sure you set a delivery date which allows for PDS to be conducted successfully
Cleaning/Detailing schedule?
Port Arrival/Customs Clearance?
Accessories Installation?

25. Verify PDS is Complete - Exercise
Break into teams and make a timeline which details
Beginning (Time you order vehicle)
Customs clearance
Arrival at PDS Site
Vehicle Detailing/Cleaning/Fluids
Accessories Installation (Car/SUV/Pickup)
Transit to Dealership
Report Out in 20 minutes

26. The Vehicle Delivery Process
Verify PDS is Complete
Greet the Customer
Review Paperwork
Identify Dealership Services
Present the Vehicle and it’s Exterior Operations
Explain Interior Operations
Take a Delivery Drive
Present the Keys

27. The Most Exciting Moment of Your Life
Individually...
State the most exciting moment of your life
Describe
How you felt
Things around you
People who shared this experience with you
Did anything negative happen? How did you feel? (During, after)
Be ready to report out in 10 minutes

28. This is the Beginning of One of the Most Exciting Moments of Most People’s Lives...
A Vehicle Purchase is within the Top 5 Decisions a person makes in their lifetime
Getting Married
Purchasing a Home
Having a Family
Purchasing a Vehicle
Switching Jobs
We do this everyday, however for our customers our greeting marks the beginning of a truly unique experience

29. Greet the Customer Build on the rapport you’ve established
Make the customer feel comfortable
Congratulate the customer on choosing a Toyota
Determine if there are any special needs. For example, is the customer pressed for time?
Determine if the customer has concerns about how to operate specific features

30. The Vehicle Delivery Process
Verify PDS is Complete
Greet the Customer
Review Paperwork
Identify Dealership Services
Present the Vehicle and it’s Exterior Operations
Explain Interior Operations
Take a Delivery Drive
Present the Keys

31. Review Paperwork
At this time you should sit down with the customer and review items such as:
Sales Invoice
F&I Documents
Vehicle Tags/Registration
Owner’s/Warranty Manuals
Vehicle Specific Manuals
Audio System
Navigation
Cameras/Sonars, etc.

32. The Vehicle Delivery Process
Verify PDS is Complete
Greet the Customer
Review Paperwork
Identify Dealership Services
Present the Vehicle and it’s Exterior Operations
Explain Interior Operations
Take a Delivery Drive
Present the Keys

33. What’s the Best Way to Get Your Customer to Buy From You Again?

34. What’s the Best Way to Get Your Customer to Buy From You Again?
Have him/her remember where the dealership is

35. What’s the Best Way to Get Your Customer to Buy From You Again?
Have him/her remember his positive experience with his Toyota

36. What’s the Best Way to Get Your Customer to Buy From You Again?
Have him/her remember YOU

37. Exercise - Reverse Gear
You will be asked to repeat a series of numbers in the opposite order in which they were said
Each time a person repeats correctly, a number will be added to the end of the list
The person which answers incorrectly sits out
The last person standing wins

38. What do People Remember?

39. People Remember First... Last... Repeated Familiar Different Emotional
This is for both Positive and Negative experiences

40. Identify Dealership Services
Make customers remember you by repeating visits to the dealership
Highlight the dealership’s hours of operation, in particular, the Service Department
Direct the customer to your dealership’s website
Provide a guided tour of the Parts Department, the Service Department and, if applicable, the Collision Repair Department

41. The Vehicle Delivery Process
Verify PDS is Complete
Greet the Customer
Review Paperwork
Identify Dealership Services
Present the Vehicle and it’s Exterior Operations
Explain Interior Operations
Take a Delivery Drive
Present the Keys

42. Present the Vehicle and Explain It’s Exterior Features & Operations
Provide adequate time for a thorough inspection so that the customer is completely satisfied
Explain and/or demonstrate key features
What are some key exterior features?

43. The Vehicle Delivery Process
Verify PDS is Complete
Greet the Customer
Review Paperwork
Identify Dealership Services
Present the Vehicle and it’s Exterior Operations
Explain Interior Operations
Take a Delivery Drive
Present the Keys

44. Explain Interior Operations

45. Explain Interior Operations

46. Explain Interior Features
Verify that the interior is clean and undamaged
Explain and/or demonstrate key features
What are some of the common key features we should explain?
Which techniques can we use when explaining a feature?
Which techniques can we use when demonstrating a feature?

47. Explain Interior Features - Exercise
Group in Pairs (1 person Sales Consultant, 1 person Customer)
Explain the feature or operation of the feature:
Check Engine Light and fuel tank cap (Why does the light go on?)
Door locks with remote keyless entry (Why do doors automatically re-lock?)
Air conditioning controls (How do you defog the rear window?)
Audio system (How do you use the audio input jack?)
Cruise control (How do you reset it?)
Switch roles and repeat

48. The Vehicle Delivery Process
Verify PDS is Complete
Greet the Customer
Review Paperwork
Identify Dealership Services
Present the Vehicle and it’s Exterior Operations
Explain Interior Operations
Take a Delivery Drive
Present the Keys

49. Take a Delivery Drive

50. Take a Delivery Drive Why do we conduct a Delivery Drive?
To give the customer a chance to practice using the features in a real-life setting
Review anything that’s not clear
Is this the same we do when conducting a Test Drive?

51. The Vehicle Delivery Process
Verify PDS is Complete
Greet the Customer
Review Paperwork
Identify Dealership Services
Present the Vehicle and it’s Exterior Operations
Explain Interior Operations
Take a Delivery Drive
Present the Keys

52. Present the Keys
Make sure the customer signs a Delivery Checklist to verify that you have covered all items satisfactorily
Present the keys and ownership of the vehicle to the customer

53. Summary

54. Closing