Write Up
Greeting
Example of a great Greeting
Hello/Good Morning/Good Afternoon,
Welcome back to Longo Toyota, My name is_____ and you are? good to see you GUEST NAME, what can we assist you with/ what type of service brings you in?
Repair Order just got turned into orange flag, work is done. Do you tell guest to go to cashiers?
NO you wait till paper work is flagged to call the guest to go to cashiers once it is Dark Green.
FOLLOW UP
1. What should you over emphasize when doing your follow up phone call/ text message?
Hi I'm reaching out to UPDATE you regarding service, this is your follow up call to UPDATE you, I'm calling to UPDATE you. Texting to UPDATE you that car is on track.
UPDATE UPDATE UPDATE
Who is the original Founder of Longo Toyota: First and Last name?
Dominic Longo
Once you go synthetic you can never go back on a conventional vehicle?
FALSE, you can go back to conventional and synthetic as you please
MVPI,
1. How many times should it be mentioned?
2. Does it need to be authorized by our guest?
1. 3 times, at minimum.
2. Yes!
Your guest is waiting here and 10ksyn just got done and flagged? Where do you send your guest?
You walk inside and REVIEW the MPVI and walk them to cashiers.
POP QUIZ: Vehicle here for 9 hours how many times should you update your guest?
4 times minimum, 5 times ideal.
Number #1
How Many years consecutively has Longo Toyota been the Number One dealership in all of the land?
55 years and counting!
Can you use transmission oil in oil in case of an emergency and you have no motor oil?
Yes you can
What should be done before the guest walks away from your guest?
1. Go over repair order
2. Make sure guest received the tekion text.
2023 Camry with 5k miles.
The 5ksyn Toyota Care Service has been completed. What should you sell?
The Green on the MPI!
Your Service!
Your SURVEY!!!
Its been 2 days since your guest paid for their repair.
What might they have that is important to you?
Your Survey!
True of False
Guest is at your desk, they do not need to sign their repair order.
False!
How often should you be rotating your tires on a Toyota Supra GR?
Never Toyota Supra wheels are staggered so we do not rotate the tires. Rear wheels are wider than the front.
OIL CHANGE ONLY
1. What time frame should you promise?
2. What should you do after you write up?
1. 2 Hours
2. Email Dispatch
You went to lunch and you partner delivered your 4 of our guest.
what is your next move?
Follow up!
You have Followed up with your guest. What should you do next?
Ask if you can schedule their next appointment, let them know to schedule with you. Give them your direct line.
True or False
A White Tacoma paint is peeling, we can paint it using the enhancement for the ZKG.
False, but we can get it goodwilled.
What was the name of Toyota's first pick up truck?
1964 Toyota Land Cruiser.
Guest states vehicle was in an accident and check engine light came on? Guest was recently in for service. Who do you send the repair order to?
DO NOT WRITE UP REPAIR ORDER. UNLESS WE ARE STORING VEHICLE. We will not inspect vehicle for product Liability they have to contact Toyota.
What is the last step in the final phone call /conversation/text message identify as?
Active delivery
Should you receive a Survey score of 1, how many 5 surveys do you need to get back to a 4.6?
9 perfect 5 surveys.
Which President made Thanksgiving a permanent national holiday?
Abraham Lincoln
What was the name of Toyota's first sports car?
The 1967 Toyota Sports 800