Below is an index of commonly addressed subjects and our policies surrounding those topics.

Example word tracks are provided, however we encourage you to ask questions to better understand the topic so you may be able to communicate your response in your own words.

Key Point:

We will diagnose any vehicle for free for the first 30 Minutes. Any extensive diagnosis that requires a longer period of time will be communicated by the advisor.

Example Response:

“We’ll diagnose any vehicle for free for the first 30 minutes. Most concerns can be addressed during that period of time, however some issues can take longer and if extensive time is required, the advisor will work that out for you.”

Currently we are referring all customers with windshield concerns directly to a glass repair company. We previously provided this service as a pass through, but this is no longer available.

Safelite’s phone number: 877-456-5224

Example Response:

“Unfortunately we are not set up to repair glass here at the dealership, our best advice is to contact a glass repair company to address your concerns. Would you like the number to Safelite?”

At times we are willing to install parts on a vehicle that the customers already has. This is handled on a case by case basis and should be directly handled by the customer’s service advisor prior to setting an appointment.

Example Response:

“We’re always willing to help where we can, however installing parts we did not order or guarantee can be tricky. Do you have a moment to speak with your service advisor to we what we can do for you?”

Key Points:

Provide only answers you know based on maintenance schedule

Set up the advisor to recommend additional services

Set up the MPI Process

Example response:

“(Customer Name), I see here you're due for at least an oil change and tire rotation. During your visit we’ll do a full check up on your vehicle. At that time your advisor (or advisor first name) will review anything else your (vehicle) may need.“

Key Points:

Reject the negative premise of the comment

The customer still needs to come in to maximize services

It came with the vehicle, and it’s free

Communicate Toyota’s value as a product

Example response:

“It looks like you were here back in (month), but to keep you on track with your free services and your Toyota reliable, I suggest we get you in here as soon as possible.”

Key Points:

You’re not a technician, you don’t know.

Free 30 Minute Diagnostic.

We have factory trained certified technicians.

Set up a good handoff to the advisor.

Example responses:

“ Honestly, I'd love to give you an answer but until our tech has had a chance check that out we wouldn't really know,”

“I understand, the first 30 minutes are free and we can usually get a good idea of what’s going on during that time”

“.....the (advisor) will update you on what (“they” -or- “the tech”) finds.”

Key Points:

Confirm Customer Contact Information

Set up the presumptive close

Find the next available Advisor

Example responses:

Confirm the customer information including Name, Phone Number, and vehicle.

After the customer identifies the concern ask “Okay, we should be able to handle that for you, but I need to get you in touch with an advisor. When were you looking to come in?”

“Would you be able to hold for a minute or would you prefer we give you a shout back?”

Get an advisor based on urgency.

• Auto Butler was a wax protection service we used to offer to customers ( pre- paid for up to 5 years of service).

• We still honor their services, however we no longer sell this product.

• We still have some of the Auto Butler product on hand, if we happen to run out we use the Sentinel product in its place (which is very similar if not the same ).

Process-

• Schedule the customer on the Detail Calendar with James Brown. ( Name, Vehicle , Services Requested, Vin # , Time , Phone Number)

• Set the appointment in X-Time under Alan

• Advise the customer to check in at the Main Shop

• If the customer has a question in regards to their Auto Butler services such as how much longer they have it, if they have not received specific information related to the Auto Butler services/account , Please advise them to reach out the Auto Butler Customer service line at 612-529-1960.

Cross Bars- 2 hrs

Running Boards- Half of a Day

Tow Hitch w/ Wiring Harness- Whole Day

Body Side Moldings- 3 hours

Rainguards/Ventshades- 2 hours

Hood Protector- 2 hours

Remote Starter- Whole day

All Weather Floor Mats- 1 hour

Tonneau Cover- 3 hours

Black Out Emblem Overlays- 1 hour

Seat Heaters- 2 days +

Tailgate Lock- 3 hours

Mudguards- 2 hours