Toyota New Zealand CX Communications – 2021 Vehicle Delivery Plan
Managing Customer Experience within a Delivery Delay Environment.
Communication Examples and Resolving Objections to reduce order cancellations.
Management preparation / informing the team how to prepare for customer communications where the customer may perceive the delivery update as bad news. Strategies for resolving customer objections to completing their purchase. These objections will likely surface as we make the calls to update the expected delivery date or revise a scheduled Collection appointment.
Set the expectation that most customers prefer honest information as early as possible rather than be forced to pursue the Store for updates.
Most will be happy we called and reassured that they will be able to collect their vehicle soon.
Minimise cancelled orders due to delayed arrival.
Preserve Finance & Insurance sales opportunities.
Reassure customers. Resolve objections when possible.
Where the objection cannot be resolved and an order is cancelled, preserve the relationship for the next purchase.
Set expectations well at the time of the OTP. Avoid over-promise and under-deliver.
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