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Toyota Sales People Needs Some Training


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#1
JL

Posted 11 May 2003 - 10:11 PM

JL

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The title says it all. Am quite surprised and actually disappointed that
the Toyota sales persons "quality" is dropping. Have always felt that
Toyota has one of the best trained sales people and also one of the
friendliest but 2 bad experiences over the past few weeks seems to show
otherwise.

First one was not that big a thing, went to Toyota showroom in Fed highway
to inquire about the Rav4 and to test drive the car. Was told that
there`s only one test unit available and it was not there on that day
(it`s shared between the different Toyota showrooms, said the
salesperson). Was then told to call to make an appointment to test the
car. No problems. Then I saw the Hilux on display and the sales person and
I had quite a chat about FWD and RWD, she wrongly argued that it is FWD
instead of RWD as I thought it should be. Lack of training?

Second incident was this morning. This really takes the cake. Went to the
Toyota showroom in Sec 14, PJ. Wanted to check out details about the Vios,
when test cars will be available etc etc. And since I was there, I asked
the salesman about the Rav4. Here`s his "incredible" answer which I am
still struggling to come to terms with:-

Me : Am also keen to look at the RAV4, do you have a unit here to look at?

Salesman (SM) : No, we have no display units.

Me : Oh, it`s ok then, but I was told that you guys have a test unit that
is shared and I can make an appointment to test drive it?

SM : No we don`t have a test unit.

Me : So, let me get this straight. You don`t have a display unit nor a
test unit in this showroom. Do you know which showroom I should go to to
find a display unit to look at at least?

SM : Oh, basically we don`t display the RAV4 so you won`t find it in any
Toyota showrooms in Klang Valley.

Me : That`s strange. So what do I do if I want to view or test a RAV4
before I buy it?

SM : (here`s the incredible answer). Oh, you can go to NAZA Motors and
view the car. They have display units available. I think they also provide
test drive units.

WHAAAATTT?!! And the thing about it is that the sales person wasn`t being
sarcastic or rude. He was actually very friendly and genuine, but how in
the world was he trained by UMW Toyota? Who in the world will ask a
potential customer to go to a "competitor" to test drive a car that he
actually sells?!!! So if I go to NAZA and test the RAV4 and like it,
wouldn`t it be natural that I end up buying from NAZA instead of UMW
Toyota? When I heard the salesman make that statement, I was basically
stunned!! Talk about knowing the very basics of sales or the lack of it.
Sheeesh!!

#2
Chips

Posted 11 May 2003 - 10:14 PM

Chips

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Thanks for highlighting this. I know that you want the RAV4 and I think
the UMWT people will appreciate that you are trying hard to buy one from
them instead of just going to Naza or other parallel importers.

They will definitely get to hear about this one. I am shocked too!

#3
phoonly

Posted 11 May 2003 - 10:20 PM

phoonly

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well... I went to the VIOS preview at the Starhill on
Saturday...i stand there for quite sometime...no UMWT
SA attended me (i observed that they are all busy
chit-chatting among themselves...and i noticed that
most of them are quite old compared to Honda SA)
...so i approached a SA...I think he doesn't
know much abt. the car...b'cos he keep on telling me the
sales is very good...have to order fast..to get it by
June/July without even explaining on the features of
the car!!!



#4
JL

Posted 11 May 2003 - 10:21 PM

JL

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That was quick Chips!!

Thanks for that. You should`ve seen my jaw drop when the guy said that.
My wife couldn`t help but laugh and the poor salesman was staring at us
as if we`re nuts! Big Smile

#5
Chris

Posted 11 May 2003 - 10:26 PM

Chris

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hmm.. i always belip that you hv to KNOW your products to SELL your products.

but this is not the case to most automobiles co. not just UMWT.
Why weren't they given training before undertaking the job and moved on to
the Roadshow.

it seems we consumers are more knowledgeable than them?! thank god for AW! Big Smile

i really hate it when u asked the sales person and most of the answers are
'not sure'
i reckon u get these most of the time. So in the case of Vios and City, its
better that the sales persons do their homework b4 proceeding with the
questions and answers. Branding is important but so is knowledge and
understanding your products.

#6
Chips

Posted 11 May 2003 - 10:34 PM

Chips

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I would be happier to be told 'don't know' or 'not sure' than to get some
bullshit answer. I remember when the Escape first came out, I was at MV
and listened in on a salesman answering questions about the 4WD system.
This guy asked if it is like a WRX and full-time system and the salesman
said, sure, just leave the 4WD button on all the time and it is the same.

I was pretty disgusted by the lack of knowledge because if he did his
homework, he would know that the manual specifically states that the 4WD
button which actually locks the drivetrain diff in 50:50 split is not to
be used except in really slippery conditions. It is not even recommended
for wet roads and I think it is meant more for sand or snow. Leaving it
on all the time will wear out the drivetrain.

Long ago, there was the same thing with the Kembara which has full-time
4WD but also a diff lock. Some salesmen who just did not understand the
system were telling customers that it would be better to just leave it
ON. This would lock the diff and I wonder how many burnt axles and
prematurely worn out tyres Perodua got.


#7
Chris

Posted 11 May 2003 - 10:47 PM

Chris

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heheh yeah Unker Chips,
bull-dung answers! hated that as well... just imagine, wrong information
given to consumers, things doesn't worked out or found faulty or worse if
its life threatening, the blame will end up right back to the Co. Sheesh!!!
Reading the car manual is better!

#8
ikttan

Posted 11 May 2003 - 11:53 PM

ikttan

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actually, UMWT is not the only people who will ask you to go to Naza to
test drive the cars. for example, if you had wanted to see a show unit of
a mazda hatchback (the equivalent to the lynx s) and test drive it, you
will also have to go to Naza although C&C is the distributor. i'm
surprise as well but i was told that Naza is an agent for C&C, so they
have it there. Sure enuff, it was there! Something is fishy here in my
opinion, why do I need to go a few blocks away to Naza to view the car
when I am at the Distributor's showroom Question


#9
Chris

Posted 12 May 2003 - 03:02 AM

Chris

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hmm... bring in Mulder! Big Smile

weird aint it...

#10
anek1

Posted 12 May 2003 - 08:23 AM

anek1

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That's why some of the sales ppl oso dunno was ABS really look like...some
times asking does the car come with ABS " YES YES" but if you ask can you
show me where is the sensor...the sales ppl buat bodoh onli....