Toyota Vehicle Delivery Enhancement

October 16, 2007

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Agenda

Module One: The Business Case

Module Two: The Top Three Issues and Solutions

Module Three: Tools and Resources

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Bob Carter, Group Vice President and General Manager,  Toyota Division

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The Business Case

798821

833840840841843845

848848851853

857863

867868

874877

897903905

929

859

700 750 800 850 900 950

Total Non-Premium

MINIBuick

SaturnMercury

GMCChevrolet

FordHonda

PontiacHyundai

ToyotaJeep

ScionChrysler

VolkswagenDodgeMazdaNissan

KiaSubaruSuzuki

Mitsubishi

Delivery Process Ranking by Nameplate

Source: 2007 J.D. Power and Associates Sales Satisfaction Index StudySM

9

The Business Case

Note: 2001-2005 IQS2 Data

2001 2002 2003 2004 2005 2006 2007

Initial QualityToyota vs. Competitors

Source: 2001 - 2007 J.D. Power and Associates Initial Quality StudySM

Note: 2006-2007 IQS3 Data

-90%

-80%

-70%

-60%

-50%

-40%

-30%

-20%

-10%

0%

10%

20%

30%

40%

Industry Avg

Bet

ter

Wo

rse

P/1

00

10

The Business Case

Note: 2001-2005 IQS2 Data

2001 2002 2003 2004 2005 2006 2007

Initial QualityToyota vs. Competitors

Note: 2006-2007 IQS3 Data-90%

-80%

-70%

-60%

-50%

-40%

-30%

-20%

-10%

0%

10%

20%

30%

40%

Industry Avg

Bet

ter

Wo

rse

P/1

00

Source: 2001 - 2007 J.D. Power and Associates Initial Quality StudySM

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The Business Case

Toyota PP100 based to Previous Vehicle

3.11

1.82

4.49

2.27

3.06

1.160.97

1.791.43

2.3

0

2

4

6

WindshieldWipers DTU

Rear WipersDTU

Cruise ControlDTU

Front AudioControls DTU

HVACControls DTU

Domestic Conquest

Toyota Loyal

38% of Toyota buyers previously or currently own

a domestic vehicle

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The Business Case

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Agenda

Module One: The Business Case

Module Two: The Top Three Issues and Solutions

Module Three: Tools and Resources

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Customer Comments

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Cruise Control

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Cruise Control “Word Tracks”

Understand• Do they use cruise control?

• Where was it located on their previous vehicle?

• Was it steering-wheel mounted?

Show and Let the Customer Try • On and off

• Set cruise speed

• Increase and decrease speed

• Resume

• Cancel

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Cruise Control “Word Tracks”

Say • In this vehicle the cruise control is located right here.

• See how it has its own dedicated stalk?

• It’s very intuitive and you’ll find it very easy to use.

Confirm they understand how to use the feature and ask if they have questions.

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Cruise Control Demonstration

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Wiper & Washer Controls

Research shows of those reporting that Front/Rear Wipers are difficult to understand or use in Toyota vehicles, 53% say the controls are complex or confusing

Source: 2007 J.D. Power and Associates Initial Quality StudySM

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Wiper & Washer Controls

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Wiper & Washer Controls “Word Tracks”

Understand• What kind of vehicle were they driving before?

• Where were the wiper controls located on that vehicle?

• Does their new vehicle have front only or front and rear wipers?

Show and Let the Customer Try• Low and high speed settings

• Intermittent wiper setting

• Front washers

• Rear wiper wipe and wash

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Wiper & Washer Controls “Word Tracks”

Say• The wiper and washer controls are located on the right

side of the steering wheel.

• One of the things you’re going to notice about your Toyota is that the controls might operate a bit differently than what you’re used to. (Domestic or European Vehicle Owners)

• Moving the stalk downward to activate is very comfortable; the wipers are very ergonomic and easy to get used to.

Confirm they understand how to use the feature and ask if they have questions.

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Wiper & Washer Controls Demonstration

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HVAC

Research shows of those reporting issues with HVAC, the majority say the controls are difficult to understand or use

This is especially true when the vehicle is equipped with dual automatic climate controls (like the Camry and RAV4)

Source: 2006 & 2007 J.D. Power and Associates Initial Quality StudySM

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• Dual Zone. Many customers have never had the ability to set a different temperature for the driver and passenger.

• Dual Zone. Many customers have never had the ability to set a different temperature for the driver and passenger.

• Continuous illumination of the A/C button in “Auto” mode. Customers may be confused because the light remains on regardless of temperature setting (i.e., even when set at 80°).

• Continuous illumination of the A/C button in “Auto” mode. Customers may be confused because the light remains on regardless of temperature setting (i.e., even when set at 80°).

RAV4

1

2

• Micro dust/pollen filter. This feature is not widely offered and customers may not be familiar with the international symbol used to activate that feature.

• Micro dust/pollen filter. This feature is not widely offered and customers may not be familiar with the international symbol used to activate that feature.

3

1

2

3

1

Toyota RAV4 LTD

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Camry

• Continuous illumination of the A/C button in “Auto” mode. Customers may be confused because the light remains on regardless of temperature setting (i.e., even when set at 80°).

• Continuous illumination of the A/C button in “Auto” mode. Customers may be confused because the light remains on regardless of temperature setting (i.e., even when set at 80°).

1

• Fan Speed. The operation for increasing/decreasing fan speed may be different than what the customer is used to.

• Fan Speed. The operation for increasing/decreasing fan speed may be different than what the customer is used to.

4

3

• Dual Zone. Many customers have never had the ability to set a different temperature for the driver and passenger.

• Dual Zone. Many customers have never had the ability to set a different temperature for the driver and passenger.

4

• “Recirc” automatically illuminates. Customers may be confused by the automatic illumination of the “recirc” light when the system is adjusted to the lowest temperature.

• “Recirc” automatically illuminates. Customers may be confused by the automatic illumination of the “recirc” light when the system is adjusted to the lowest temperature.

2

3

1

2

Toyota Camry XLE and Hybrid

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Tundra

• Fan speed control knob. Customers may have difficulty locating the fan speed control knob because it is set apart from the other HVAC controls.

• Fan speed control knob. Customers may have difficulty locating the fan speed control knob because it is set apart from the other HVAC controls.

1

• Dual Zone/Sync. Many customers have never had the ability to set a different temperature for the driver and passenger. In addition, they may not understand the term “Sync.”

• Dual Zone/Sync. Many customers have never had the ability to set a different temperature for the driver and passenger. In addition, they may not understand the term “Sync.”

2

1 2

Toyota Tundra SR5

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HVAC

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HVAC “Word Tracks”

Understand• Did their previous vehicle have manual or automatic

climate control?

• Have they ever owned a vehicle with dual zone temperature controls?

Show and Let the Customer Try• Automatic feature

• Set Temp (fan/mode automatically adjusted)

• Modes: defrost, floor, dash-level

• Dual feature – sync/separate

• “Recirc”

• Micro Dust/Pollen Filter

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HVAC “Word Tracks”

Say• You’re going to enjoy the auto climate control on your

vehicle; you just set the temperature you want and it automatically adjusts to achieve that temperature.

• The AC light comes on whether you’re heating or cooling your car. This is normal; it helps remove moisture from the air and helps prevent your windows from fogging.

• When you adjust the temperature to the coldest setting you will see the “recirculation” button illuminate. That’s how it is supposed to work, because the system is being efficient and closing off the hot air from outside. In addition, it helps remove moisture from the inside air.

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HVAC “Word Tracks”

Say, cont. • Another thing you may not be familiar with is the

“Micro Dust/Pollen Filter” feature. This closes off the outside air and helps clean and filter the air within the car.

• When the “Dual Zone” light is on, your passenger can set a different temperature. To synchronize the temperature for the entire cabin, simply press the dual button to turn it off.

Confirm they understand how to use the feature and ask if they have questions.

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HVAC Demonstration

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Activity - Practice

Break into teams of two

Practice presenting one of the top issues discussed:• Cruise Control

• Wiper & Washer Controls

• HVAC

Use your job aid and incorporate at least one new “word track” presented today

Debrief

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Agenda

Module One: The Business Case

Module Two: The Top Three Issues and Solutions

Module Three: Tools and Resources

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www.Toyota-eShowroom.com

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www.TOYOTAiGUIDE.com

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www.ToyotaOwnersOnline.com

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Quick Reference Guide

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Call to Action

Why is this initiative important?• Key competitors are improving and closing the quality gap with

Toyota.

• Research shows that this can be attributed, in part to an inadequate explanation of features/controls.

• 38% of Toyota buyers previously owned or currently own a domestic vehicle.

• Conquest customers are unfamiliar with Toyotas and reporting more problems than loyal customers.

• Unfamiliarity leads to perceived quality issues.

What’s In It For Me? • Decrease perceived quality issues.

• Satisfied customers.

• More sales leads and repeat/referral customers.

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Call to Action

How can I help?• Review the three top issues during vehicle delivery:

Cruise Control, Wiper & Washer Controls and HVAC.

• Conduct a thorough vehicle delivery:– Make sure customers are familiar with their vehicles and

how key features function.

– Demonstrate key features and let the customer “try it” during vehicle delivery.

– Confirm that they understand.

When?• Start now!

• Continue throughout the year.

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Final Thoughts