Sales Process
This crucial step in the sales process involves asking open-ended questions to understand the customer's lifestyle, budget, and must-have features.
Needs Analysis
2025 Trailhunter and TRD Pro come standard with the i-FORCE MAX powertrain.
True or False
True
What is one reason its important to follow up with a customer after delivery?
-Make sure they like their car
-see if there is anything they need help with
-build relationship/trust
-ask for referrals
What does F & I stand for
Finance and Insurance
What does CRM stand for?
Customer Relationship Management
This step allows the customer to experience the vehicle firsthand, engage their senses, and build emotional connection—often turning interest into intent.
Demo Drive
The 2025 Tacoma offers how many Grades
8
What is a step you can take during the sale/delivery process to limit the amount of service related calls you receive from sold customers?
Do a full service walk and introduction
What does VSC stand for
Vehicle Service Contract
What CRM do we use here?
VinSolutions
This step in the sales process involves reviewing pricing, payments, and trade figures with the customer, often using a worksheet or menu.
Numbers Presentation
2025 RAV4 offers 7 grades, 3 of which are exlusivley hybrid. What are the 3 Hybrid grades
Hybrid SE
Hybrid XSE
Woodland Edition
When is the best time to ask your customers for referral business?
During delivery
What is the major difference between a warranty and a VSC?
A warranty is free and is provided by the Manufacturer. A VSC is purchased from a 3rd party.
How can you use the CRM to see if an inventory car has been sold?
Advanced search
This step—or steps—in the sales process should not begin until the customer has selected a specific vehicle, helping avoid confusion and keeping the process focused.
Trade appraisal
Numbers presentation
Prior to 2025, when was the last full redesign of the 4Runner?
2010
a customer took delivery of a used vehicle 1 week ago. They call you to let you know that they are unhappy with some scratches on the bumper and want the dealership to pay for them. Do you tell them;
A. "sure just come in anytime and we'll take care of it"
B. " if you didnt want scratches you should have bought a new car"
C. I dont think the dealership will cover any cosmetic repairs on used vehicles. Thats why we have you sign the form accepting the vehicle in its current condition at delivery. Would you like me to have a manager reach out to you?
C. I dont think the dealership will cover any cosmetic repairs on used vehicles. Thats why we have you sign the form accepting the vehicle in its current condition at delivery. Would you like me to have a manager reach out to you?
Name four different insurance products the F&I office can offer a customer.
VSC, LEASE VSC, T&W, ACP, Paint & Fab, Rust Proof
One thing the CRM does is track KPIs. What does KPI stand for and what are two KPIs we track.
Phone calls, texts, emails, visits, test drives,
This often-overlooked moment occurs between the demo drive and the numbers presentation and is critical for confirming selection, uncovering remaining objections, and setting up a smoother close.
The post-demo trial close
When upgrading from the RAV4 XLE to the XLE Premium, these three major features become standard equipment.
Height-adjustable power liftgate with jam protection
19-in., multi-spoke metallic-finished alloy wheels
SofTex®-trimmed seats
Two months after delivering John a new Toyota, he shows back up in the showroom to buy a 2nd Toyota for his son. He doesnt ask for you and works with another sales person. Do you?
A. Complain to your manager and beg for 1/2 the deal
B. Complain to the other salespeople and beg for 1/2 a deal
C. Take the reality check, ask yourself why they didnt ask for you and then make sure it never happens again by providing all your customers a world class experience.
C. Take the reality check, ask yourself why they didnt ask for you and then make sure it never happens again by providing all your customers a world class experience.
In a retail installment contract, what are two federally mandated disclosures that must appear in writing, and what regulation enforces them?
In VinSolutions, how can you identify and prioritize the most valuable follow-up opportunities within your pipeline? Name one specific tool or report within the CRM that help with this.
Opportunity Dashboard – This tool provides a real-time overview of hot leads, overdue tasks, and upcoming appointments, allowing salespeople to focus on high-priority customers.