RISK MANAGEMENT

What are the 6 general type of risk:
___________
___________

___________
___________

___________

___________

What type of Risk?
• Customer dissatisfaction / complaint

• Loss of trust (low retention)

• Legal risk (DTI complaints)

• Reputational

• Financial

What type of Risk?

• Opportunity loss / lost sales

• Low customer engagement

• Waste of time, energy, and resources

• Reputational

• Financial

If you have an appointment with your customer, face-to-face, arrive at the meeting place ____ minutes earlier

ETSC stands for

Commonly referred to as “bird dog” or a third-party salesperson not officially

employed by any Toyota authorized dealer referring potential customers in

consideration of a certain commission.

How to identify a "bird dog"?

• Purchasing a vehicle on behalf of another individual or account

• Submitting IDs and documents of another individual or account

• Requesting to change customer name on VSI and registration documents

• Vehicle is not released to registered owner

Process of grasping the needs of customer in terms of vehicle specification and features.

Toyota Customer Service philosophy
accuracy + caring = ______

Delayed / no response (MP to customer)

• opportunity loss

• complaint

• compliance

• incident (safety)

• violation of data privacy