Dear friends!

«Galsinform» continues to inform you about the most important and interesting events. And the current issue is final and we intend to share our prospects with you. Here you will be introduced to people, whose experience can be taken without hesitation.

You will discover new events and new models presentations. On the pages of this issue we also want to congratulate you with coming New Year and wish you prosperity, health and success!

We look forward to your ideas, comments and suggestions at: galsinform@avtogals.ua

Word from the editors

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Partnership

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— Yuri, how did you start your way to vic-tory?

— I was training hard and for a long time and finally in 1997 became a master of sports in boxing. At that time I was missing just one step from Ukrainian National Team and then came the offer to try myself in kick boxing so I did not lose my chance.

“Lexus Donetsk” together with champions

— At the tournament before your fight, the host announced that it will be your first fight after serious injury. What kind of injury was it?

— I injured my hand at the Paris champi-onship which was followed by a long and complicated medical treatment. I had to stop training for a while.

In the midst of autumn, October 16, at the sports club «Sport MAX» there was truly exciting event — an international tournament in martial arts. A lot of people who are fond of this sport came to support sportsmen from Ukraine and abroad. Still, the main intrigue of tournament was the champion belt in kickboxing in the weight category of 61kg.

«Lexus Donetsk» company became a partner of the event and supported one of the top fighters Yuri Romanko who won the fight for the champion belt.

Already a world champion in kickboxing, Yuri Romanko is a master of sports, five-time champion of Ukraine (2000-2004) and four-time world champion (2001-2004) in amateur kickboxing.

In the fight for the champion title Yuri fought with a 22-year old kickboxer from Georgia.

After the fight we were able to talk to Yuri and ask him a couple of questions.

Fight with the sportsmen from Georgia. Besides title fight there were sparrings with young fighters.

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— Yuri, your title fight was supported by “Lexus Donetsk” company. What are Lexus cars for you?

— Well, brand Lexus for me is associated with an icon of automotive industry. It is an example of chic, comfort and prestige. Hon-estly I dream about Lexus car and plan to fulfill my dream in a year or two.

— Now, you are driving Skoda Octavia RS, it is rather aggressive car. Which car would you choose from Lexus models?

— Yes, my car is quite aggressive; I like cars with hot hart. As for Lexus models, I think Lexus IS is my choice. This car wonderfully combines design and sports character.

— Yuri, could you, please, tell a few encour-aging words to our readers.

— Do not be afraid to dream and always reach your targets. I can say for sure that dreams come true it all depends on the de-gree of your desires. As an example I can say that I was dreaming to fly an airplane. In Switzerland we had a charter flight with a very rich man and I told him about my dream. He went to the pilot cabin talked to pilots and they helped me to fulfill my dream. And the final example, I dreamed to be a champion, and now I am. My dream came true. It is important to believe and not to give up.

Some interesting facts:

Kickboxing as a martial art ap-peared in the USA in the mid of 70th. Now kickboxing is a modern sport. It is a synthesis of fist fighting of Eu-ropean style and kicks from Eastern style such as: Thai boxing, karate, Tae Kwon Do. One version says the term of kickboxing was invented by famous Chuck Norris. In USSR kick-boxing was accepted as a sport in 1990s. In Ukraine federation of kick-boxing appeared in 1992.

The Champion Belt became a prize for Donetsk sportsmen Yuri Romanko.

Premiere

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The sound of light music and refreshments helped our guests to relax after hard work-ing day. Interesting fact: the role of the host was dedicated to the first people of the com-pany and it was a confident decision. Our customers could see and understand that first people of the company, its general man-

ager Vasiliy Gerelyuk and executive manager Sergey Divak are ready to open and friendly communication. Before the main part of the event hosts introduced the rest of company’s employees to the guests.

The program of the event was quite tense and it started with birthday congratulations of customers among guests, they were pre-sented with souvenirs.

At the event young artists were invited. They had their particular role. Before the blanket was taken off from new Lexus mod-els, artists represented on the canvases their creative vision of Lexus cars. They followed the idea to attract guests` attention to main features of the cars and highlight the philoso-phy of Lexus design. Very often the exterior of the car has a complex vision, the artists tried to highlight some peculiarities of car design:

Creative November Presentation of Lexus IS and ESThe presentation of the car is the ceremony which allows us to show creative approach to event itself and to offer new product to the potential customers, and of course it may open new opportunities to dialogue with people.

In particular, the fall premiere of new Lexus ES and the renewed Lexus IS, which took place on November 12th at “Lexus Donetsk” showroom, clearly demonstrated that good customer relations can be built as in the process of buying a car and so after it. One of the targets of the event was to create warm and informal atmosphere. Such strategy can be the key to the customer’s loyalty in the future.

Presentation of new models attracted a lot of people — admirers of brand Lexus.

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Creative November Presentation of Lexus IS and ES

its body, mirrors, optics. In the course of the event guests chose the best works of young artists and later their sketches were present-ed to guests with many other souvenirs.

Finally the blankets were taken off from the sparkling cars; our guests could watch them closer, touch and feel them and of course have informative consultation about new models.

The event was coming to its end; good mood of our guests was the best reward for us. It meant that simple communication with people, our customers in our case, helps to make relations stronger, warmer and has a positive influence to company’s reputation.

This premiere was one more wonderful event in 2010.

The hosts of the evening were first people of the company Vasiliy Gerelyuk and Sergey Divak.

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Premiere

As we can see from our guests` reaction in Donetsk, Lugansk and Crimea, new car was accepted with a real interest, and it means that Toyota Highlander will be very popular with Ukrainian customers.

Friendly holiday atmosphere at presen-tation helped invited guests not only get acquainted with a new car but also have a good time among friends and people who share the same ideas about Toyota cars. The employees did their best to create simple and friendly atmosphere so guests could feel very comfortable. They had the opportunity to test drive Toyota Highland-er and other Toyota cars as well. It is not surprising that new Toyota crossover was very popular among guests.

After test drive our guests could help themselves with refreshments and meat dishes cooked on the open fire; all that just made an accent on the philosophy of a new crossover. We also want to emphasize the efforts of the workers. Thanks to them

the process of presentation was more like a holiday which gathered many friends, and Toyota Highlander premiere would be re-membered by many of people.

Highlander came to UkraineStarting with November 6th in dealership centers of the group of our company was held a presentation tour of a new crossover Toyota Highlander. This model was intended to conquer American market, now it is time for European.

Toyota Highlander presentation in the country style in Crimea.

Those who tested new crossover were satisfied with its running characteristics.

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Later in the evening, the celebration became more active. Colleagues have been divided into teams and had funny and joyful competi-tions. The leading team received special “Toy-ota-money” which was counted and finally it helped to distinguish a real leader. Every per-son of the holiday was involved in the game. So it was quite clear that there is a team spirit and healthy atmosphere in the company. The competitions were very diverse: dancing, for attention, funny, etc. Shortly speaking, there was no place for boredom, and each person of the company felt happy. At the end of the eve-

ning it was necessary to elicit the leader of all competitions. But all the teams were active, did their best to win as much “Toyota-money” as possible, so friendship was the winner. Wonder-ful, delicious cake in a form of a smiling Toyota car was a reward for good mood, much joy and laughter of the evening. Moreover all partici-pants got small memorable presents, because, as we know, birthday — is a day of good mood and sweets.

We want to congratulate Toyota Center Lu-gansk Autowind with their birthday and wish them new victories and successful sales.

Happy Birthday, Autowind!On 30th of November, Toyota Center Lugansk Autowind was celebrating its 3rd birth-day and company’s staff could not miss such an event! They marked this day with joyful competitions among four teams: administration, sales department, service depart-ment, and body shop. Do you find it rather simple? But everything is according to the company’s structure. At the beginning of festive evening dealer’s staff congratulated its management and wished success and prosperity.

Toyota Center “Autowind” at the celebration of the 3rd Birthday of dealership center.

Holiday

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Experience

The establishment of the contact — it is the beginning of the communication, and Nikolay says that it is very important to un-derstand the customer. Considering that all people are different, it is very significant and necessary ability to talk one language with person in front of you. At this stage we form the basis of successful sale. Established con-tact helps us to distinguish the demands of the future car owner. We can not but agree that it is quite logical for a person to possess a car which responds to all his needs.

And professional sales consultant can help the customer to choose optimal car model. Here it is necessary to listen to the customer, pay attention to the small details. Those details can be crucial. Nikolay Bulkin

says that we have to take into consideration inner world of the person, his tendency to some kind of perception. It is useless to concentrate customer’s attention on tech-nical side if design of the car is dominated in customer’s scale of values. It is very im-portant to make right presentation of the car, this task is not simple. Nikolay says it is impossible to give full information about any model without understanding main car systems and options. Studying and improv-ing the base of knowledge — is the key to success in communication with a potential customer. Of course, the moment of impor-tance is a test drive. Nikolay considers test-drive as a decisive moment in a process of car sale. Future car owner has to feel the car. If the customer has some doubts about certain options, it is possible to give reasons and convince him in the contrary.

Person enters the showroom with a clear vision what kind of car he wants. He calcu-

The art of selling for 1000 dollarsWe have been writing already in our previous issues about senior sales consultant from one of our dealer centers Nikolay Bulkin. To sell such specific car as Toyota Prius is quite difficult, but when one person is selling the second car of the kind it is worth to watch him closer and learn from him. Good bonus was a good motivation for work. Nikolay has already decided that he would spend 1000 USD for his family and a pres-ent for his wife. His experience we can confidently call as “the art of selling” and will be learning from him.

At the stage of contact establishment, he says, we form the basis for successful car sale.

get in a customer’s shoes, it helps a lot. Fi-nally if there are no doubts, everything what is left is to sign a contract.

Signing a contract requires certain cour-age and determination from sales consul-tant. A man invites lady to the cinema at the date, not vice versa. So, no need to hope that the person who just chose the car will immediately run to the cash office. Buying of a car is not a simple decision, and addi-tional thoughts can give just doubts to the decision. And here sales consultant has to

“invite” his customer to the “cinema”, sorry, to the cash office. Contract is a result of work; it gives mental satisfaction and financial wel-fare as well. Do not forget about that.

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lated everything: color, interior, air condi-tioner or climate control. Every additional option which carries financial burden in-volves many objections from the customer. If we look closer, the car image itself, invent-ed by human, is a stereotype, which can be delicately corrected. Any reason that certain option is useful and necessary is rejected by customer, and we can not overcome the stereotype by such a way. Giving reasons that additional options in the car are good financial investments are much better ar-guments. And like this we work with other customer objections. How can we reject the opportunity to make our car more comfort-able and in case of buying a new car, we can sell this one with more benefit? It is good to

Useful experience of Nikolay Bulking is a good example to follow.

2010 was quite difficult: formation of new teams in sales and service departments, the extension of market share. At the end of the year we felt the extreme lack of cars at the importer`s stocks, and every car was gained with difficulty. Then — final results and reach-ing TSM standards in body repairmen.

But nevertheless to conquer all the difficul-ties we faced in 2010 was possible just having

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Present and future

At the end of the year we traditionally sum results and make plans for the future. It is easy to explain, because we have to learn from our mistakes if there were any, analyze them and make correct conclusions. So what was 2010 for the Company and dealership centers like, and what do we have to expect from 2011? This and other questions we asked people who influence our present and future development.

The results of the year: difficulties are conquered, it is important not to surrender and believe in good

great desire and with synergy of strains of ev-ery person in the company. We all wanted our company to be the first in everything.

Among key events of the year I want to high-light TSM certification in main service (L1 and L2 express service) and body repairs L1. These achievements are very important as we are the first Dealer in Ukraine with such level of certification and the only one in Ukraine with such achievements. Today we can show our customers that the cars we sell to them will be given proper professional service mainte-nance of European quality in the future. We are more trusted now. It is very important.

We keep leading positions in sales as in our region and so in Ukraine. In October we took honorable first place in dealer network in Ukraine in sales. It was really the event, be-cause it was the first time for 6 years a dealer from the region not from Kiev became the leader in sales.

Also I want to mark the victory of “Avtogals” in “Toyota Cup” tennis tournament.

In the coming year we want to make our success more stable and start a new way of achievements. We plan to finish TSM certifica-tion with gaining L2 level in main service and body repairs. In 2011 we also plan to hold con-

“Avtogals” Denis IvanovichChebanov

We are the first Dealer in Ukraine with such level of certification and the only one in Ukraine

with such achievements.

fident 3rd place in sales. We plan to develop our experience and learn newthings, in other words we plan to move further to the result

“THE MOST RESPECTED COMPANY IN UKRAINE”. I want to thank my staff for work they do. I be-

lieved in you, and you justified my trust. Each day step by step you worked for the results which we have now at the end of the year, it is a great achievement and thank you for that.

New Year — is a light, kind and joyful holiday. As we know dreams come true at the New Year. All good which you expect will surely come true.

We have just a couple of days left before the New Year, let us smile to our close people and wish each other love and happiness. Let us raise our glasses for the New Year, for love and peace in every home for health of our parents and children.

For a long time there was an actual problem in “Autowind” service department, to be exact

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The results of the year: difficulties are conquered, it is important not to surrender and believe in good— the procedures were not observed, there was a lack of communications inside the de-partment, low service quality and as a result low CCS marks. We conquered these problems due to new ambitious, goal oriented people in the company and with help from security department and from the managing company as well. Now all the procedures are observed, norms and rules of the company are respected and followed.

The brightest event of 2010 for “Autowind” was a presentation of Toyota Highlander. Our customers were impressed with the immen-sity and hospitality of the event; it raised the interest to Toyota brand and to Lugansk dealer as well.

Also I want to highlight the success of our tennis team, which took the 2nd place in cor-porate tennis tournament and we continue training for the better results and new victo-ries.

The key direction of activity of the year for “Autowind” was maximum fulfillment of kaizen plan, as a result at the end of November we have minimum ME for 91%, L1 level – 88%, it gives us the opportunity to achieve the first level in the nearest future.

Talking about perspectives, we plant to fol-low the way of constant development! We plant to work on being perfect and giving

“Autowind”Dmitry Dmitriyevich Kostenko

Talking about perspectives, we plant to follow the way of constant development!

qualified service to our customers, because customer satisfaction is our main target; then development and training of the staff, sup-plying employees with comfortable working conditions, as our employees is company`s value!

In the New Year I want to wish prosperity, reaching new heights and inner harmony to everyone!

Analyzing the results of 2010 I can say that we had many positive and negative things in the company, which is quite normal for any business. The most important result for us was that we kept standing, developing and did not let Toyota brand down!

We successfully conquered all the difficul-ties of the year. We attracted attention of new

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customers and made tight connections with our present clients, such as Azov Steel, Metal-lurgical plant of Illyicha, Azovelectrosteel, and many other manufactures of Mariupol and Azov region.

Talking about the events of 2010, auto in-dustry is influenced by political, economical, currency situation in the country, which ei-ther “freezes” sales or stabilizes them. As situ-ation in Donbass region became more stable, sales went up. From May we started to sup-port “Avtogals” in sales. We are glad to know that there is our impact in our “senior broth-er” success. It gives us strength and desire to move further.

From autumn we widened our customer base of Toyota and Lexus. The schedule of service station is planned for several days. We have many customers from neighboring Za-porozhiye region, and we meet their expec-tations in providing good, qualified service maintenance.

In the coming 2011 we have many plans and hopes. We are working on perspective directions of sales growth. But however our main strength is service maintenance of Toy-ota and Lexus. Price policy, wide assortment, better quality and less timing of service main-tenance, additional bonuses for regular cus-tomers — just a few methods which could be used. We have to keep in mind that search and realization of certain directions — is a target of the dealer. It is possible with quali-fied staff, so personnel policy will be always dominating. We already have some plans as to employees’ trainings, raising of their pro-fessional level.

We optimistically face coming 2011. Hope

“Azovmotor”Sergey NikolayevichVarava

In the coming 2011 we have many plans and hopes. We are working on perspective directions of sales growth. But however our main strength is service maintenance of Toyota and Lexus.

Present and future

that with the efforts of each person in our company we will reach new positive results and promote our image. I am happy to con-gratulate “Azovmotor” and our colleagues from other dealership centers with coming 2011 and Christmas. Let this year be successful and happy. I wish health and prosperity to you and your families.

At the eve of 2011 I want to draw the final

line of 2010. This year was important for us in keeping market share and making our posi-tions in the region stronger at the time of total sales falling.

At the beginning of 2010 we faced Service Campaign connected with gas pedal. Thanks to qualified staff of service and sales depart-ments we were able to work out huge pro-gram of corrective measures. I think that due to such work, including our center, Toyota one more time has overcome the difficulty, show-ing to the whole world that Toyota`s motto —

“Customer first!” — These are not just words, it is a life style!

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This year we had changes in the staff as at the management level and so at the departments. We welcomed new people, as we say “new blood”. And now one of our targets is making work processes in all departments more per-fect, and reaching the maximum result — be-coming Company № 1 in Crimea.

During the year we, as many other dealers, faced the problem of car stocks, parts and ac-cessories, deliveries in time and new programs introduction. These questions were solved with a help of professional staff, due to the de-sire to learn and develop, due to the ability to react quickly to market changes.

In 2010 we could meet our customers` preferences and offer new models: Toyota Auris with automatic transmission, rather beneficial offer of Corolla City, renewed Rav4 and Prado and also new models for Ukrainian market — Toyota Prius, Toyota Highlander and Hilux. Today we can say for sure that these tendencies were popular at auto market of Crimea and what is more im-portant — they made our positions in the region stronger.

Talking about perspectives, we follow our motto — “Constant development”.

From year to year we put new goals, which are more ambitious, and develop our work constantly. One of the goals for 2011 is reaching first level of TSM standards. This event would be the index of high profes-sional level for all the employees of the com-pany.

“Delta Motors Crimea”Alexander Nikolayevich Malakhov

Talking about perspectives, we follow our motto — “Constant development”.

With the occasion I want to thank each person in our company for work and con-gratulate with the implementation of stated plans.

Dear colleagues! Happy New Year and Merry Christmas! I wish you and your families strong health and optimism in all your undertakings! Let the year 2011 be happy, successful, peace-ful and prosperous.

2010 is remembered with many difficul-ties in the first half when we still could feel strong influence of financial crisis in the country, and as a result the sales were very low. At the second half of the year we faced the problem of lack of the cars at the importer`s stocks.

In the first case we could survive by limiting our expenses.

In 2010 there were a couple of bright events. They were wonderfully organized dealer con-ference by Toyota Ukraine, after which there was a start of powerful advertising campaign from TU and sales went up. Next powerful

event was the first National Toyota skills con-test, where our mechanic Andrey Taranov got the 7th place among 32 participants, but was marked by Toyota Ukraine as the best diag-nostician in all dealer network in Ukraine. We are rather young company (just 2 years) but all young mechanics believed in their possi-bilities and mobilized their strengths, so they plan to participate in the contest in the future too. Andrey`s popularity in the company grew fast and it allowed to attract new customers to the service station.

And of course this year was marked with one more significant event for us – it is the first sale of Toyota Prius in Crimea! That day was rainy and windy but nevertheless our customer was happy and excited with the purchase and attention given to him in the dealer center.

Considering the situation at the auto market, I think, there is the just one way of develop-ment for our company — maximum custom-ers` satisfaction as in sales and so in service maintenance.

For the coming New Year holidays I want to wish everyone strong health and success and we have to remember that our motto is TO BECOME THE BEST COMPANY IN UKRAINE — these are not just words, but a call for ac-tion.

“Omega Motors”Vadim Mikhailovich Ignatenko

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Considering the situation at the auto market, I think, there is the just one way of development for our company — maximum customers` satisfaction as in sales and so in service maintenance.

Present and future

Country`s economy is just coming to life, and in spite of difficult conditions a wonderful Lexus show-room has opened in Donetsk. Thanks to the staff ef-forts we could not only officially present brand Lexus in Donetsk but also win hearts of many customers.

This year was marked with the official opening of

Lexus Donetsk “Donlex”. Also we made it a rule to conduct bright, colorful events for our customers aimed to present new Lexus models and let our cli-ents and company’s guests have rest in an informal friendly atmosphere. Warm, trustful relations with present and potential customers is a way to future prosperity of our company.

We fully understand all the difficulty of goals and targets, but our company plans to become the most successful company in Gals Motors group. We believe in success. Moreover, we have all the neces-sary components for productive work: knowledge, experience, and professional staff.

In New Years Eve I want to wish all my colleagues suc-cess, professional development, prosperity and strong health. Let new year be the year of new victories!

This year was a year of plenty events and re-sults. We observe the tendency of sales and accessories growth. This year for the first time one of Toyota Dealers in Ukraine be-came the owner of TSM Certificate, which is an apparent evidence of staff professional growth and aspiration for the highest stan-dards. At the end of May a new Lexus show-room was opened in Donetsk. The result of it was the fact that company was able to take leading positions at the market of Donetsk region — the most densely populated part of Ukraine.

In the future we plan to build new Toyota dealer center. There are many organization-al issues to work at. In one word, there is a lot to do; and the most important is that we move in right direction.

In the coming New Year I want to wish every person in our company good health, opti-mism and everburning energy. Also I want each of us to believe and realize that com-pany’s success is directly connected with our families’ prosperity and life in the future.

“Donlex”Sergey Petrovich Divak

“Gals Motors”Vasiliy Dmitriyevich Gerelyuk

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We fully understand all the difficulty of goals and targets, but our company plans to become the most successful company in Gals Motors group.

Once upon a time a King of one Kingdom asked a blacksmith about his life and problems. And blacksmith started to complain.

— Oh, my King, I do not like my work because it is difficult, it is not well paid, and not respected. I want to have another work.

The king thought for a while and said:

— You will not find suitable work for yourself. It is difficult because you are lazy. It does not give much money because you are greedy. It does not give you respect of neighbors because you are vain. Go away.

The blacksmith went away with his head down. In a year, the King decided to visit that region again and he was surprised when he met that blacksmith again. This time he was rich, respected and happy. The king asked him:

— Is it you, that blacksmith complaining at his life and work?

— Yes, my King. I am still the blacksmith, but I am respected now, have enough money, and I like my work. You showed me the reason of my problems, I worked at them. Now I am happy.

Wise men tales

Happiness and work

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Корпоративное издание ООО «Галс Моторс»

Редакция:Редактор — Чижиков В. Ю.Верстка — Немченко В. В.Корректура — Светличная Л. Л. просп. Богдана Хмельницкого, 55, 2-й этажг. ДонецкТел.: (062) 311-83-38Факс.: (062) 311-86-46galsinform@avtogals.ua

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