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TOYOTA Certification 2014 > E098 - Accessory Sales Fundamentals / E099 - Accessory Sales Mastery > Flashcards

E098 - Accessory Sales Fundamentals / E099 - Accessory Sales Mastery Flashcards

1
Q

Which of the following is NOT a benefit of selling accessories?

  1. Accessories produce incremental sales income
  2. Accessories generate higher gross profit than vehicle sales
  3. Accessories add value for the customer
  4. Accessorization and personalization help motivate vehicle sales
A

Accessories generate higher gross profit than vehicle sales

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2
Q

Which of the following is NOT a characteristic of “easy win” accessories?

  1. Easy to explain
  2. Easy to sell and install
  3. Easy for the customer to appreciate the value
  4. Easy to order and negotiate
A

Easy to order and negotiate

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3
Q

Which of the following is the best example of an easy-to-explain accessory?

  1. Sway bars
  2. Bed step
  3. Supercharger
  4. Safety Connect(TM)
A

Bed step

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4
Q

What is the correct definition of DIO?

A

Dealer-Installed Option

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5
Q

From the customer perspective, which one of the following is the most important benefit of PPOs?

A

They are Genuine Toyota products, pre-installed and warranted by Toyota.

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6
Q

Which is the best reason for a Toyota dealer to offer aftermarket accessories to its customers?

A

Aftermarket accessories may offer more options for customers and a competitive advantage for the dealer

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7
Q

What is the main benefit of grouping accessories into functional categories?

A

They will have related features, functions and customer benefits

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8
Q

The value any particular accessory has to a customer is based on the combination of __________.

A

Features, functions, and benefits

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9
Q

You discover that your customer is concerned about vehicle theft. Which of the following accessories do you think this customer would most appreciate hearing about?

A

Vehicle alarm and glass breakage sensor

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10
Q

Which of the following would do the most to improve your accessory sales efficiency?

	1. Memorizing the various accessory sales categories
 		2. Having a printed list that indicates which accessories are currently in parts inventory and their retail price
 		3. Having a half-dozen specially selected and popular accessories to sell to every customer
 		4. Reading the point-of-sale brochures available at your store
A

XXX

3. Having a half-dozen specially selected and popular accessories to sell to every customer

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11
Q

Which one of the following is NOT an advantage of Genuine Toyota accessories?

  1. Broad selection
  2. Installation by factory-trained technicians
  3. Can be pre-installed before delivery to the dealer
  4. One-year/12,000-mile warranty
A

XXX 1. Broad selection

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12
Q

Which one of the following is the most significant advantage of DIO?

  1. DIOs are available a-la-carte and can be installed at any time
  2. DIOs are all backed by the Toyota three-year/36,000-mile factory warranty
  3. DIOs feature an extended warranty
  4. DIOs are pre-installed before shipment to the dealer
A
  1. DIOs are available a-la-carte and can be installed at any time
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13
Q

In what respect is selling accessories no different from selling a vehicle?

  1. The features, functions, and benefits must have value for the customer
  2. Most accessories are vehicle-specific
  3. You must explain the features, functions, and benefits
  4. The price is negotiable
A
  1. The features, functions, and benefits must have value for the customer
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14
Q

An accessory adds value for the customer when ______________

  1. the customer has specifically asked for it.
  2. the customer has agreed to purchase it.
  3. it satisfies a customer need.
  4. it is either unavailable elsewhere or it is significantly more expensive elsewhere.
A
  1. it satisfies a customer need.
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15
Q

What is the most important benefit of sorting accessories into functional categories such as “comfort and convenience” or “performance”?

  1. Functional categories make it easier for Sales Consultants to memorize all of the available choices
  2. Functional categories make it easier for customers to memorize all of the available choices
  3. Functional categories correspond to the most common customer needs and interests
  4. Functional categories are an industry-standard way of categorizing accessories
A
  1. Functional categories correspond to the most common customer needs and interests
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16
Q

Most customer concerns are ultimately based on either _________ or _________.

  1. value/availability
  2. quality/reliability
  3. cost/value
  4. value/need
A

XXX 4. value/need

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17
Q

The first step in addressing any customer concern is to _______________________

  1. explain the value of the accessory.
  2. confirm your understanding of their concern.
  3. explain that you would not expect the customer to purchase an accessory if he or she did not see the value.
  4. offer a reasonable solution.
A
  1. confirm your understanding of their concern.
18
Q

Which one of the following would be the best way to address customer concerns based on installation costs?

  1. Explain the value of dealer installation (factory-trained technicians and installation will not impact the factory warranty)
  2. Explain that post-production options seem lower because they do not include installation fees
  3. Remind the customer that all dealers charge a fee for installing accessories
  4. Explain the risks of having installation done by the customer or an independent facility
A
  1. Explain the value of dealer installation (factory-trained technicians and installation will not impact the factory warranty)
19
Q

Assuming the customer agrees on the value, which one of the following would be the best way to address customer concerns based on price?

  1. Shift the emphasis to affordability (financing, low down payment, low monthly payments, etc.)
  2. Shift the emphasis to availability and delivery
  3. Remind the customer of the low risk associated with Genuine Toyota products
  4. Reassure the customer that he or she is under no obligation to purchase the accessory
A

Shift the emphasis to affordability (financing, low down payment, low monthly payments, etc.)

20
Q

What are the benefits of selling PPO accessories?

  1. Add value by pre-installing popular Genuine Toyota accessory options
  2. Priced as part of the Monroney label, versus an additional charge
  3. Provide a chance to demo accessory options and gauge customer interest in the options and the vehicle
  4. All of the above
A
  1. All of the above
21
Q

Which of the following aha features involve a limited-time trial period, after which the user can apply for a free or paid subscription?

A

Slacker Radio

22
Q

How is the content available on aha updated?

A

Automatically through the life of the app

23
Q

Which of the following features can you operate using Bluetooth hands-free connectivity

A

phonebook, navigation and radio

24
Q

Which feature below cannot be demonstrated but should be clearly explained during a Scion product presentation?

A

Aha’s local business search

25
Q

For which of the following would you want to use BeSpoke’s GPS navigation-based system versus aha?

A

to find a gas staion

26
Q

Which of the following BeSpoke features does not require a compatible iPhone or Android?

A

One-shot navigation

27
Q

Which of the following is not true for setting up an aha account?

(1) Involves a nominal annual subscription fee
(2) Can be performed by phone or via home computer
(3) Requires a compatible iPhone or Android
(4) The iPhone requires you plug it into the USB port. Android phones require Bluetooth pairing only (no cable)

A

(1) Involves a nominal annual subscription fee

28
Q

Customers who do not have an unlimited data plan for their iPhone should

(1) Limit their usage when possible
(2) Monitor their data usage by going to aha’s settings menu
(3) Carefully review their monthly iPhone statements
(4) Consider switching plans as son as their contract is up

A

(2) Monitor their data usage by going to aha’s settings menu

29
Q

How is BeSpoke’s GPS navigation updates?

(1) By going to ‘Station Manager’ and clicking on update
(2) It’s updated automatically throughout the life of the vehicle
(3) By getting updates at your Scion dealership
(4) By accessing updates via personal computer and transferring them to the vehicle

A

(3) By getting updates at your Scion dealership

30
Q

BeSpoke customers can select from over 40,000 worldwide radio channels, podcasts, audio books and more to create a personalized list of up to ___ of their favorite stations.

A

35

31
Q

One of the most important questions you can ask a customer arriving at your dealership is:

(1) Are you familiar with Scion?
(2) What scion model are you interested in?
(3) What brings you in today

A

(1) Are you familiar with Scion?

32
Q

What tool that allows users to choose colors, parts, accessories and performance options, then view their customized Scion in true 3D is called?

(1) Create Your Own Scion
(2) Build Your Scion
(3) Model It Now

A

(2) Build Your Scion

33
Q

The Scion Pure Price Solution is referred to as:

A

No hassle, no haggle pricing

34
Q

Scion was launched in California in:

A

2003

35
Q

Every Scion model is available with the same high level of standard factory equipment and a limited range of choices and options. This feature is known as:

A

Monospec Pricing

36
Q

The program that provides a complimentary maintenance plan along with roadside assistance and the assurance that your Scion will receive proper care by trained technicians using genuine Scion parts is called:

A

Scion Boost

37
Q

The Scion showroom has two distinct areas:

A

Discovery and Consultation

38
Q

The Pure Price approach appeals to Scion customers because it reflects two values that are very important to customers, openness and:

A

Transparency

39
Q

Scion is a brand that was custom-made for:

A

Gen Y

40
Q

What step has a major impact on how the customer perceives the quality of the vehicle and the sales process?

A

XXX Consultation

TOYOTA Certification 2014 (16 decks)

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