TMH’s vision is to create a dynamic Dealer Playbook by functional department which standardizes dealer best practices that exceed customer expectations. This is intended to help build customer loyalty and improve dealer profitability. Also, we want to make it easier for the end-customer to do business and manage their business with dealers as well as with Toyota. The playbook ensures customers have a consistent best in class experience. It is designed to provide dealers with more opportunities to add value to their customers by engaging with them and using consistent best practices that cut across all dealer territories. In addition, this will drive dealers to manage a “Critical Few” KPI’s, which ensures they are managing the business at an optimum level that drives operational efficiency, customer loyalty, and overall profit. Our goal at TMH is for Sales, Service, Parts, Used, T-Matics, and Rental Best practices to be shared today and embedded across North America, thus enhancing Toyota’s relationship with the Dealers and end-customers. In February, TMH assembled the most profitable and highest market share dealers in North America to finalize the second Dealer Playbook “Chapter,” focused on Sales. It is structured around seven processes highlighting the customer experience: I. Customer Request- Forklift Availability/Specifications II. Professional Proposal & Quote III. Delivery IV. Customer Billing & Invoicing V. Operation & Maintenance VI. Lease Return VII. Customer Satisfaction TMH and the dealers worked virtually during several workshops in February finalizing the best sales customer experience possible by providing their dealership input and best practices. They set the goal of improving upon all seven process and ultimately creating a world class experience for our customers across North America. Sales Playbook Team - Stephen Hansen & Pierce Hansen, Toyota Lift Inc., Steve Smith, ProLift Joshua Mashburn & Matt Racak, Shoppa’s Material Handling Company, Kyle Main & Andy Reynolds Toyota Lift of South Texas, Jim Smith, Toyota Lift of Houston, Pete Thomas, Toyota Material Handling of Northern California, Susan Glowachuck, Gary Billison & Matt Young Industrial Truck Service, Adam Gavrun, Southern States, Jason Larson, JIT, Dave Samson, Niels Ostergaard, Chad Crouch, Megan McGriff, Mike Parker & Trey Barber, TMH. The team spent time developing Critical KPI’s and Sales Management reports. TMH plans on finalizing and publishing the TMH Dealer Playbook Sales chapter for all dealers on or before March 31, 2021. Special thanks to all the dealers that made this possible and a huge success! If you are interested in learning more about these Dealer best practices or have one of your own you would like to share, please reach out to Trey Barber with the TMH Dealer Development team at trey.barber@tmh.com .
TMH Dealer Development Sales Best Practices
