Toyota Treos – About Us – Sales Department

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Toyota Treos – About Us – Sales Department

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Presentation Toyota Treos

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Toyota Treos

About Us

Beginning

TREOS NORTE S.A. begins commercial operation in conjunction with Toyota Argentina S.A. in 1997.

The Team

  • Owners (executive roles)
  • Skilled Professionals (second lines)

Bussines Model

  • Sales New Vehicles (traditional & corporate)
  • Service Department
  • Savings Plan
  • Used Vehicles
# Treos 1997 Treos 2016 Employees 8 45 Units per Month 25 160 Vehicles in Showroom 5 11 New Vehicle Monthly Sales 30 180 Parking Logistic 1 (20 units) 4 (200 units) Stalls 3 7
Treos 1997 Treos 2016

Locations

  • Showroom Sales - Service Department: 2.6 Km.
  • Parkings Logistic - Delivery Point
    • Parking Logistic 1: 3 Km. (100 units)
    • Parking Logistic 2: 2.6 Km. (20 units)
    • Parking Logistic 4: 3.2 Km. (30 units)
    • Parking Logistic 5: 0 Km. (55 units)
  • Used Vehicles - Sales Showroom: 2.2 Km.
  • Used Vehicles - Service Department: 4.8 Km.

Map

Sales Department

Evolution of Annual Results 2014 vs. 2015

Composition Sale 2015 (Hilux, Corolla & Etios)

Treos Composition Sale 2015

Toyota Composition Sale 2015

Final Retail vs. F02

Service Department

Characteristics

  • Facilities after sale: 3300 mts
  • 7 stalls: 2 of them for express manteinance and 2 others for electronic facilities and polarized vehicles
  • 450 units CPUS monthly– 23 per day
  • 520 units UIO (garantias, diagnoticos, etc.)
  • 20 emplyees. Low staff turnover. 100% staff training
  • Seven months in a row CSI first place. Toyota rewarded for the quality of care.

Certifications

  • ISO 14.001 Medio ambiente
  • MRS manteinance remainder system
  • EM: express manteinance
  • TSM Kodawari: Advance Level

Main Challenge

Mission

Make new vehicles customers get to know our service department and service department customers get to know the new vehicle sale.

HOW?

New Vehicles Delivery In Service Department

Goals

  • Make customers aware of our service department.
  • Locate it.
  • Meet our staff.

Sales Watch In The Service Waiting Area

Schedule

  • Monday - Friday from 8 to 18 Hs:
    • Saving Plans: 3 days
    • New Vehicles: 2 days

Goals

  • Get in touch with service customers and offer value a used vehicle, display product line and provide a new vehicle quotation.
  • Achieving greater loyalty with customers who attend to the service department.
  • Achieve sales.

Looking For Potential Customers In The ​​Service Area

Diary service Appointments
The day before, the saleman is reported about the service cutomers attending
The saleman get in touch with the customer offering value the used vehicle
Sales Process begins

Advertisements in Local Media

Goals

  • Make local people know us.
  • Spread our contact details
  • Offer discounts

Gifts With Contact Details

Eco-friendly Document Holder to leave inside the vehicle

  • Service department address.
  • Treos phone number.
  • Email to set appointments.

... And Much More

  • Courtesy call to remind clients about first vehicle service, contact information and gifts.
  • Give printed maps with services department location.
  • Project company video in our sales showroom.

Future Challenges

Bussines

  • Increase sales.
  • Increase market share in Vicente Lopez.
  • Get more entreprise customers.
  • Increase financing sales.
  • Increase used vehicles sales.

Quality

  • Exceed CSI dealers average (sales and service).
  • DAP: Achieve to 12° position.
  • Improve mistery shopper and mistery caller score.

Workflow

  • Keep working on coordination and communication between sales and service.
  • Optimize appointments for new vehicles delivery.
  • Continue working on coordination and communication between sales administration and use vehicles department.

2015

Achieved Goals

  • Expand and remodel sales showroom.
  • Exclusive used vehicles showroom.
  • Development of quotations software.
  • Hire a Sales manager.

DAP

# 2013 2014 2015 Treos 86.3% 87.4% 94.3% Toyota Dealers 82.8% 79.9% 89.8% Position 18° 14° 14°
2016 Goal: finish at 12° position.

DAP Improvements

  • Sending reports.
  • Performance in technical area and guarantee.
  • Mistery caller.
  • Mistery shopper.

CSI Results: Customer Satisfaction

Year CSI Treos Position 2013 90.3 25 2014 94.1 24 2015 94.7 21
2016 Goal: exceed the dealers average and finish at 15° Position.

CSI Details

  • Evaluated Areas:
    • Comercial
    • Processes
    • Showroom
    • General
  • Examination of 23 topics.

ICQ Dealers Complaints Solving Performance

Year Score Treos 2013 0.88% Treos 2014 0.81% Treos 2015 0.24% Toyota Dealers 2015 0.50%

ICQ September - December 2015

2016 Goal: keep complaints level as low as possible < 0.24%

Staff Trainning

# Level 1 Level 2 Level 3 Certification 100% 100% 100%

ECT

# Q1 Q2 Q3 Score 92/100 92/100 95/100
2016 Goal: score > 93 /100

Sales Audit Process

# Q1 Q2 Q3 2015 Toyota Dealers Mistery Shopper 71 62.5 62.5 65.3 70.7 Mistery Caller 47 73 60 60 59.8
2016 Goal: Exceed the Toyota Dealers average.

Conclusion

  • This year will be highly challenging and competitive for Toyota Argentina. We expect to accompany to achieve the bussines growth.
  • Our staff is prepared to face difficulties and work hard to improve results.
  • We will continue working as a team to offer our cutomers the highest level of satisfaction.

¡Muchas Gracias!

Thank You!

感謝

Toyota Treos
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