Introduction:

• Who is Toyota?

• Who is SET?

• What is SET’s relationship with the CIC?

• What call programs does the CIC perform on behalf of SET?

• What are the benefits of the different call programs?

SET Certification 101

Toyota Motor Corporation

Toyota Motor Corporation is a Japanese automotive manufacturer headquartered in

Toyota, Aichi, Japan founded August 28, 1937 by Kiichiro Toyoda.

Southeast Toyota (SET) Distributors, LLC is the world's largest independent distributor of Toyotas and Scions headquartered in Pompano Beach, Fla founded October 26, 1968 by Jim Moran.

INDUSTRY LEADER

“The future belongs to those who prepare for it.” –Jim Moran (1918-2007)

SET 1969

• Southeast Toyota revolutionizes the automobile industry with CARNETT, the first computer network to link dealerships with a distributorship.

• Southeast Toyota Parts department opens to support dealers' needs for high quality and quickly accessible parts.

• Associate profit-sharing plan is established.

SET 1975• First year Toyota outsells Volkswagen,

“the king of imports,” in the southeast.

• Southeast Toyota establishes Fleet Sales department, becoming the first import distributor to enter the U.S. fleet market.

Southeast Toyota Finance

Services more than 460,000 finance and lease accounts.

SET 1978Tender Loving Care Corporation established as a provider of extended service contracts for vehicles of all makes; the company grew to become Fidelity Warranty Services, Inc., a JM&A Group company servicing vehicles of all makes.

SET Quick Facts

Out of 175 stores, each store sells 152 new vehicles a month

26,600 new vehicles sold per month (5 states)

1 out of 5 sold in the area is a Toyota

Approximately 1 in 10 vehicles in the U.S. includes a JM&A product.

SET CIC Core Programs

Generate about 10,000 incremental service visits a month or 120,000 per year

As a result of our call programs and Journey; DMEa and the CIC generate about $22,000,000 in revenue each year for SET

Toyota Care Non Responder

Toyota Care & Scion Boost

• Toyota Care & Scion Boost provide 2 years/25,000 mile complimentary maintenance.

• The purpose of this campaign is to call customers who have not yet taken advantage of their complimentary

service. • Even though Toyota Care covers the routine

maintenance, the average repair order for these appointments is $135.00

SET 1st Appointment - New

• The purpose of this campaign is to schedule the customer’s first service appointment.

• The customers that we will be calling have recently purchased their vehicle.

• The 1st appointment will likely be set anywhere from 3-6 months from the date of the call.

• The first service appointment is likely FREE! Refer to scripting for pricing.

SET 1st Appointment - Used

• The purpose of this campaign is to schedule the customer’s first service appointment.

• The customers that we will be calling have recently purchased a USED vehicle.

• The 1st appointment will likely be set anywhere from 3-6 months from the date of the call.

• The first service appointment is NOT FREE. Pay close attention to the offer when delivering the pitch.

SET Shortfall

The purpose of this campaign is to call customers and schedule a service appointment.

We are calling customers who have once serviced their vehicle at this dealership, but have not been back.

The goal is to get the customer back within 364 days of their previous visit. The last day for the offer is listed in the script. If the customer can’t make it

in prior to the expiration date, we can extend the offer by an additional 2 weeks.

The dealership will often offer exceptional incentives for the customer to bring the vehicle in. Example – $9.99 oil change.

SET retains about 25% of the customers that we contact with this campaign.

SET CCF

There are two purposes for this campaign:

The first purpose is to measure the customer’s satisfaction with their recent Service visit.

The second purpose is to schedule the customer’s next Service appointment.

SET Scheduled Service Reminder

The main purpose of this campaign is to contact customers who may be due forService, or who may have missed an appointment. In some cases, the customer will have been sent coupons in the mail. If so, some of thecoupons that were mailed will be on your screen. Use these coupons as an incentive for the customer to come in.

NOTE: The coupons or the offer will not always include an oil change, therefore, it is criticalthat you read the entire coupon before pitching. Offering the oil change or a service not on the coupon has resulted in Financially Impacting Client Complaints.

If you are ever unclear on what the offer is, please seek assistance from floor support.

SET VBDC Inbound

Inbound appointment setting campaign where dealerships’ customers are transferred to the CIC for call handling (Service, Sales, Parts, Collision):

Backstop Calls- If the dealership doesn’t answer within a certain number of rings, the call is then routed to the CIC. After Hours Calls- The dealership’s phone calls are transferred to us when they are closed. All Calls- The dealership transfers all calls to the CIC for call handling.

SET is very pleased with the VBDC program. In fact, dealerships are recommending the VBDCservice to other dealerships. The average repair order for SET ranges from $135 to $180.

Call Success Tips

As a general rule, the following tips will help you to be successful when handling SET calls: Be polite, friendly and courteous in all interactions. Explain the reason for the call “We haven’t seen you in a while” or “Your vehicle may be

due for service”- Whatever is in the script. Deliver the pitch verbatim. Don’t offer the customer something that is not included in the current offer.

Examples: Topping off the fluids does NOT include changing the oil. SET 1st Used- In most cases will NOT include an offer.

Schedule the appointment correctly. Leave thorough comments with proper spelling and grammar.

Conclusion

SET is the largest Toyota Distributor in the World. SET’s territory consists of North Carolina, South Carolina, Alabama, Georgia and Florida. SET sells approximately 26,660 cars per month.

SET’s relationship with DMEa and the CIC. JM Family partnered with DME Holdings, to form DMEautomotive. SET is a JM Family Company. Although SET is a major client of DMEa, they are also a sister company.

SET Call Programs: Toyota Care Non ResponderSET 1st AppointmentSET ShortfallSET CCFSET Scheduled Service ReminderSET VBDC Inbound