Mystery Shop Template CENTRE: Marsh Toyota, Honiton Website DATE OF VISIT: 11/03/2009 Visit dealer website and comment on presentation, navigation and content. Website is Toyota branded (rather than Marsh Group branded), using standard Toyota architecture and was relatively easy to navigate. The used car tab for Toyota had 20 vehicles listed. These could be sorted by various combinations. High proportion of late registration models with mileage quoted. 2 Auris models were featured. Actual mileage and website mileage appeared to match or be very close. Selected vehicle Toyota Auris 2.2 D-4D SR180 5-DR, £15,550 Registration: Year / Reg Body Style Colour Mileage Location WG57 MXM 2008 Jan Hatchback Silver Steel 5,000 Marsh Honiton MonktonRoad Honiton Devon EX14 1JT 01404 46355 Fuel Type Diesel Transmission Manual Phone Telephone Contact Check on vehicle availability and make appointment. First call at 4.14 pm. Second call at 4.16 pm Number of rings to answer call. First call: rang 25 times at which point the call disconnected. Second call: rang 3 times and answered by salesperson Efficiency and manner dealer dealt with enquiry Mystery Shop Template This call was a retrospective call on Tuesday 17th March to enquire about the car which was viewed on the site visit, which took place on Friday 13th March. One of the 2 cars seen on the visit was no longer showing on the website, so positioned the call differently to others carried out so far in this programmes. Said I had seen an Auris at the weekend on site (one viewed on 13th) and was interested. Told they no longer had vehicle and was offered some alternative Auris models, some of which were not on the website either. Salesman was helpful and encouraged me to call in to test drive the two cars he mentioned. Confirmed that both would be available to see tomorrow, and we agreed that I would try and get into the dealership on Wednesday afternoon, and would call him beforehand. He asked my name and telephone number, and gave his name as Richard Golsworthy. Brief outline of scenario. I was interested in a late registration Auris to replace my family’s second car (Astra), which had been written off. This car had been purchased new on an HP agreement, but at the time of the accident was five years old. Reason for considering the Auris was recommendation, though we were also considering a Golf. If asked, I had received a PCP quotation for £239 for 36 month agreement. No additional quotes had been given for PPA, or vehicle insurance. I had up to £1,000 to put down as a deposit, this being the balance of the insurance payout for the Astra. I live in Lyme Regus. The car would need to be driven by my wife, but I was here to look it over and get more information. Purchase would be over the weekend. Objectives Is PCP mentioned as part of the qualification/rapport building? Yes Do they establish that I am a finance buyer? Yes Do they establish my monthly budget? Not really, but eventually guessed for purposes of a quote Dealership Visit Mystery Shop Template Did I get a test drive? I was offered a test drive shortly after introduction This offer was made again during the visit. Did I get a PCP quote? No, but one was offered Was any Finance quoted? Yes, HP Did they try to move me from a used car to a new one using PCP? Not by using PCP Did they use the recent PCP (Access Toyota) hook/concept sheets? No Access Toyota sheets seen Did they use a stacker/offer sheet of any kind when giving the quotes? Yes Did they take/record my details anywhere? Yes: 3 Bluewater Drive, Lyme Regus, DT7 3QE Tel: 07748 262489 e-mail: email@example.com Is GAP mentioned/presented? Yes Did I get a TMI quote? No, but one was offered. Was there evidence of a structured sales process? Yes. Approach was by receptionist, who said that staff were all busy, but encouraged me to wait for Salesman (took my name first). Returned to say there would be a slight delay, and it was 10 minutes before Richard approached. Richard latched onto request for a nearly new Auris, and qualified between need for new/ nearly new and petrol/diesel, but little other qualification at start of process. There was no vehicle presentation (presumably because wife was not present), but Richard maintained a good dialogue with me, and moved things smoothly over to finance requirements. Are the Centres using the used car PCP sun visor price boards? I saw no evidence of these. Mystery Shop Template Availability of parking space. There was one spare designated parking spaces when I arrived Dealership and stock presentation. (F&I marketing?) No detailed F&I visible on used cars on forecourt, or in showroom cars. The only reference to Finance on the cars was the request to enquire about finance if required. There was printed F&I marketing information available on display in the showroom. Salesman/Host Host Contact. Nobody approached whilst I was outside. Once inside there was only a short delay before being approached. There was offer of a drink while waiting and good ongoing contact. Time to be approached by salesman. Sales Manager, Richard Goldsworthy, came across after 10 minutes, but did not introduce himself. Salesman meet and greet technique. Both receptionist’s and Richard’s approaches were friendly, warm and professional. Richard asked what I was interested in (nearly new Auris) and quickly offered 2 options: A new car, but last year’s model, or an ex demo car. Customer qualification. There was no detailed qualification initially beyond nearly new options and petrol/diesel.. Finance was brought up and Richard went away for 6 minutes to prepare a quote, only after he returned and had been talking for a further 5 minutes were personal details finally taken down. Product value build. Richard expanded on only a few of the vehicle’s features and benefits, such as fuel economy, build quality, reliability and residual values. Also promoted extra accessories. I mentioned the previous car had been on HP, but here was no attempt then by Richard to sell up to a new vehicle at that point, or to bring up PCP. PCP was brought up much later in the conversation, after an HP quote had been produced. PCP was then carefully explained, but Access Toyota was not specifically referred to. There was an offer to also produce a PCP quote near to the end of the visit Payment protection was explained once prompted (6 different levels of cover) There was also a mention of motor insurance and leaflets were added to the quote pack before I left. Mystery Shop Template The benefits of GAP insurance were explained, but only after prompting. Test drive and presentation. No test drive, and no presentation Test drive was offered though efforts were made to secure a an appointment for a test drive there and then, or when my wife could also drive. Objection handling skills These were not tested, as conversation followed a conventional route. But questions were dealt with in a confident manner. Closing skill. Passive, not noticeable. Richard tried hard to ensure that I and my wife committed to a test drive, and did everything to facilitate a decision rather than asking ‘would I buy the car’. This may have been partially down to the scenario chosen of the car being for my wife. Business Manager referral technique (if applicable) Not applicable Overall manner and interpersonal skills. Friendly, helpful and accommodating. FSA Compliance/was Centres agreed sales process followed? FSA compliance was explained and more details were taken as he me through the process guided through on screen. Overall View What products would have been purchased? Car/finance/PPP/gap/warranty/TMI others. For those products that you would not have bought…why was this? Be honest! Would have been tempted by some of the nearly new offers and some of the extra accessories on the car. I would have chosen PCP, gap insurance and possibly payment protection. There was not enough detail on insurance or warranty, so cannot comment on whether I would have been convinced. Conclusion Summary of findings There was a short wait before I could talk to someone, but I was made to feel comfortable and at ease by the receptionist. The sales process did not include a presentation of the vehicle, Qualification was somewhat Mystery Shop Template patchy, but questions were answered, and there appeared to be a lot of enthusiasm to offer a test drive and provide a wide range of products. Recommendation Plan of action For consideration. PLEASE NOTE THESE OBSERVATIONS AND ACTIONS CANNOT BE RELIED UPON FOR GIVING SPECIFIC ADVICE. THEY ARE ONLY SUGGESTIONS FOR YOU TO CONSIDER. TOYOTA FINANCIAL SERVICES DOES NOT ACCEPT LIABILITY FOR ANY PROCESS CHANGES YOU MAY MAKE AND YOU REMAIN SOLELY RESPONSIBLE FOR ENSURING YOUR PROCESSES ARE FSA COMPLIANT AND COMPLY WITH ALL OTHER LEGISLATIVE AND REGULATORY REQUIREMENTS AFFECTING YOUR BUSINESS.