Connected Services
What are the 5 Connected Services?
Safety Connect
Service Connect
Drive Connect
Remote Connect
Wi-Fi Connect
What's the difference between Connected Services and Service Connect?
When should the Toyota App setup happen?
During delivery, before or after finance, before the customer leaves, once the vehicle and customer are ready for setup
What is ToyotaCare?
What is the main purpose of a sales-to-service handoff?
To introduce the customer to the service department, explain how service works, build confidence in the dealership, and set up the first service visit
Which Connected Service helps with vehicle health, maintenance, and service alerts?
Service Connect
During set up, what should you explain that Service Connect helps the customer with?
Maintenance needs, vehicle health information, service alerts, and service-related support.
What should the salesperson confirm before the customer leaves?
Toyota App downloaded, account created, VIN added, Connected Services reviewed and accepted or declined, preferred dealer selected, first appointment discussed or scheduled
For MY27+ ToyotaCare, how long is scheduled maintenance covered?
1 year, or 10,000 miles, whichever comes first. Includes a 5k tire rotation and 10k oil change.
Who should be responsible for making sure the customer understands where to go for their first service visit?
Sales should make sure the customer understands it before they leave, with support from Service or BDC depending on the store’s process.
For MY27, which Connected Service increased from a 1 year trial period to a 5 year period?
Remote Connect
What must be completed for Service Connect to count as enrolled?
The customer must complete the Service Connect enrollment/consent during setup. It should not be assumed just because the Toyota App was downloaded or other Connected Services were accepted.
Besides Remote Start, what are 2 ways the Toyota App can support the customer after delivery?
Scheduling service, viewing vehicle information, maintenance reminders, managing Connected Services, checking vehicle status, accessing service history, or contacting the dealer.
What is one risk that could happen if the customer does not fully understand ToyotaCare?
The customer may not understand what is covered, may miss or delay their first service, may need to pay for a service that they thought was included, may service somewhere else, or may not see value in returning to the selling dealer.
What is one reason a Sales-to-Service handoff should still happen even if the customer says they already have a mechanic?
Because the customer should still understand their ToyotaCare benefits, where to pull in, how to schedule, what the dealership offers, and why returning to a Toyota dealer can help protect the vehicle’s maintenance history and long-term value.
Which Connected Service is tied to cloud-based navigation, intelligent assistant, and destination assistance?
Drive Connect
Why does Service Connect matter to the dealership after the customer leaves the store?
It supports future service opportunities, helps connect the customer back to their preferred dealer, creates service-related touchpoints, and helps build the customer retention relationship after the sale.
A customer has the Toyota App downloaded, but the dealership is not selected as their Preferred Dealer. Why does that matter?
If the preferred dealer is not selected, the customer may not be properly connected back to the dealer for service connect alerts and marketing rights
Why is the 5k service more than "just a tire rotation?"
“It starts the customer’s service habit with the selling dealer, gives the dealership a chance to inspect the vehicle, answer questions, reinforce ToyotaCare value, and build the relationship before the customer goes elsewhere.”
What are 3 things that should be covered in the sales to service handoff?
Service drive location, advisor/business card, service hours, ToyotaCare, first appointment, Toyota App scheduling, Connected Services/Service Connect, roadside assistance, MPI process.
A customer says "Can we skip all of this? I just want to leave."
How do you respond?
I can keep it brief. I want to make sure you leave with the Toyota App set up, understand what services are available, and know what benefits you have access to before you decide what you want to use.
When reviewing Service Connect, a customer says "I don't want Toyota watching where I drive."
How do you respond?
I understand the concern. Service Connect is mainly about vehicle health, maintenance, service alerts, and helping your preferred dealer support you when service may be needed. You still control your enrollment and preferences. The benefit is making ownership and maintenance easier.
You're about to begin the Toyota App set up process and the customer says: "Why do I need the Toyota App?"
What is your answer?
The Toyota App is your ownership hub. It can help with vehicle information, service scheduling, maintenance reminders, Connected Services access, and remote features if your vehicle is equipped.
How do you respond to this scenario?
"I live an hour away, so I'll just go service at Jiffy Lube near me."
“I understand convenience matters. Before you decide, let me show you how easy scheduling is here, where to pull in, who you’ll work with, and what your ToyotaCare visits include. That way you know exactly what to expect, and you can make the choice that works best for you.”
Service is closed when the delivery is complete. What should you do?
Still complete the walkthrough: show the service drive, explain where to pull in, review service hours, give a service contact card, explain ToyotaCare, show how to schedule through the Toyota App or website, and document that a first appointment needs to be set.