Privacy
What statement needs to be given as soon as the phone is passed to another party?
The Call Monitoring Disclosure
A customer has a question about the GX550. What needs to be said before we can release information?
OCMC
On Call Marketing Consent
A customer returned their vehicle to Toyota of Plano. If applicable, what will they receive next?
Lease End Bill
A customer in Navada is requesting DSD's and asked if we have the sales tax. Would we have that amount or would they pay at DMV?
Yes, NV is a tax collecting state.
A customer calls in upset that his payment increased from 257.00 per month to 275.00 per month and wants to know why. What are the reasons the payment may have been increased, and how do find out?
Property Taxes or change of address.
Can search in notes under "tax" and "address" and will find the case with the notes on it.
Susie called from S&E Business and the call was authenticated in the IVR. She advised she was authorized on the account and that she was the CEO of the company and asked for a LME. The Team Member reviews the account documents and sees that there is not a person listed on the contract or a corporate resolution. What should the Team member advise before proceeding.
An Authorized Representative for a business account cannot make account changes (e.g. extension, deferral, due date change, update address, etc.) unless signed Written Authorization, POA, or if they are listed on the Corporate Resolution
Who is the person at each dealership called to handle sales lead opportunities?
Customer Loyalty Director (CLD)
A customer calls in asking if we can waive their milage on their EWU bill since they had a long commute to work. Are we able to waive this?
We would not be able to waive milage.
The customer sent in their payoff check, and we received it. They forgot to turn off the autopay. What happens to that payment?
Any overages are refunded in check format once the account closes.
A customer moved from New Jersey to Florida and needs to register their vehicle. What would he need to re-register his vehicle? And how would he obtain it?
State to State transfer or POA (KMS #533115)
Case is created in iCAP for title maintenance or follow up which includes but not limited to State to State, Lien Release, POA, Bill of Sale, etc.
Internal notes are for TFS/MFS purposes.
A Non signing spouse called in authorized via the IVR. She called to get the payoff and maturity date as she was at the bank and wanted to purchase. She is not authorized on the account. Can we provide this or any info to the spouse?
No. Do not disclose full or partial account specific details to an Unauthorized Party.
A solution could be having her 3-way call her spouse to get authorized on the account.
What are some of the ways we can give a sales lead to another dealership?
The customer must have moved 100 miles or 2 driving hours from the original Dealer.
Transferee is not near the originating Dealer.
The originating Dealer is no longer in business.
A customer calls in saying they traded their vehicle to Sewell BMW. They ask us to stop calling them since the car is no longer theirs. What do we need to tell the customer?
Advise the Customer:
Lease payoff checks are made payable to who?
Toyota Motor Credit Corporation. (TMCC)
A customer called to get more time on a post maturity account. The previous rep advised of the 10 day window to purchase, trade, or return. The customer was also previously denied for a LME due to not meeting the special circumstances. What should the team member advise the customer to do?
Credit Union is calling to get the payoff for a mutual customer. Once authenticated, what can be discussed on the account.
Can an authorized 3rd party request sales lead on a regular account?
No, only business account.
A customer calls in saying they returned the vehicle last week and the account is still open. This is the first time we’re hearing about this. What should we do?
Log vehicle return in iCAP
What will the customer receive in the mail once payoff is processed?
All paid in full docs such as title and bill of sale
A customer called saying his LC500 was a total loss. The team member asked if the insurance company deemed it as a total loss and the customer responded with they are still determining it, but the damage was very severe. What should the team member advise the customer to do to ensure the proper steps are taken to close the account?
KMS # 3527
Advise the Customer:
The customer calls in but did not authenticate via the IVR. Besides the first and last name, what are the 3 items you can ask to provide before proceeding with the call? TFS only needs the customer to provide 1.
Ask for the Account Holder's first and last name and 1 of the following items:
A sales lead represents intention for the customer to take action within ___ days?
60 Days
According to the call model, what are the items that need to be discussed if the customer said they want to return their vehicle?
Read call model
For a 3rd Party dealer. What are the 3 documents we need in order to process payoff?
ODO, Auth for PO, Dealer License
A customer called because he has received 4 credit markers this year and wants to know why. Is the Team member allowed to discuss this type of credit info with the customer? What should be said to the customer in regard to this?