Toyota Vehicle Delivery Enhancement

1. Toyota Vehicle Delivery Enhancement Course Objectives • To gain a better understanding of the features or controls that your customers say are difficult to understand or use. • To acquire new presentation techniques to minimize your customer’s concerns with those features that are difficult to understand and use.

2. Solutions • The video you are about to see contains interviews of several Sales Managers and Sales Consultants providing their take on the vehicle delivery process. • Record key points in your participant and be prepared to answer the questions posed on the video that is outlined in your participant guide.

3. Sales Consultants and Sales Managers

4. Customer Issues • This next video takes a look at the features that customers report having difficult using. • Be prepared to answer the questions posed on p. 8 of your participant guide.

5. Owners

6. Cruise Control Functions • The video you are about to see provides you with a detailed description of how you can demonstrate cruise control to your customers. • Pay keen attention to the functions the video explains as well as how you can explain those functions in your own words.

7. Cruise Control

8. Wipers & Washer Controls • Research has indicated that 53% of Toyota customers reporting, find wipers and washer controls confusing. • Watch the video and identify key points for explaining wipers and washer functions and come up with your own way of how you could explain them.

9. Wipers & Washers

10. Heating, Ventilation and Air Conditioning (HVAC) • The final video today covers how a RAV4 HVAC system could be explained. • Similarly to the previous exercises, you will be asked to identify the functions used in the video to demonstrate the functions.

11. HVAC