Toyota Material Handling’s vision is to create a dynamic Dealer Playbook by functional department which standardizes dealer best practices that exceed customer expectations and as a result, builds customer loyalty and improves 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 more opportunities to add value to their customers by engaging with them with consistent best practices that cut across all dealer territories. In addition, it 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. The second Dealer Playbook “Chapter”, focused on Sales and is structured around eight processes and KPI’s highlighting the customer experience. The Presale Process Customer Request- New Sales – Solution Development/Forklift Availability/ Specifications The Sales Processes Quotation and Proposal Delivery The Post Sales Processes Customer Billing and Invoicing Operation and Maintenance Lease Return Customer Satisfaction Metrics and Key Performance Indicators TMH and the dealers worked virtually during several workshops in February to finalize the best sales customer experience possible by providing their dealership input and best practices. TMH then published the sales playbook chapter April 1 to all TMH dealers, with the goal of improving upon all seven processes and ultimately creating a world class experience for our customers across North America. The team also spent time developing Critical KPI’s and Sales Management reports. Based on the work of the sales playback team, Steve Hanson, Dealer Principal from Toyota Lift Inc. and Toyota Lift of Arizona shared, “this project was very valuable to us, based on the discussions and finding, we have added a sales manager and one additional sales associate”. Steve Smith, ProLift, VP of Sales, felt the playbook is an excellent resource for both new and veteran sales professionals in order to highlight improvement areas to work on over the next 60 to 90 days. Great resource”. Kyle Main, Sales Manager from Toyota Lift of South Texas, suggested a Warehouse playbook chapter for Class 1-3 would be very valuable as well. Dave Samson, TMH DSM, then explained that the playbook is a good resource to bring processes and standards to a sales department. He has identified several areas to work with the TMH Northeast dealers on”. Finally, Matt Young, ITS Sales GM, “I like the detailed survey reports included in the Sales book appendix, essentially a General Operating Procedure for Sales”. All the dealers on the team agreed it would be a good idea to get together in November to make any additions or edits for a new playbook revision and then republish in 2022. You can find the new Sales Playbook chapter as well as the Rental chapter published last summer on the TMH portal at Dealer Tools/Solution Center/Dealer Development. Special Thanks to the TMH dealers involved: 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. 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@toyotatmh.com
TMH Dealers Develop Sales Best Practices
