"Full-time guarantee, full-time online" FAW Toyota launched five major measures to overcome difficulties.

Easy Car News "There is no insurmountable winter, no spring that will not come." The epidemic caused by novel coronavirus continues to spread, which requires the firm confidence of the whole society to tide over the difficulties together.

Among them, starting from 65438+1October 27th, FAW-Toyota joined hands with the official parent company of China and Japan, FAW Group, Toyota China and other channels to make donations, which were used to purchase medicines, medical devices, kits, masks, goggles, protective clothing and other medical materials in Wuhan and other provinces and cities with serious epidemic situation in China to support related epidemic prevention work.

In addition to donations, it is the responsibility of FAW Toyota as an automobile company to ensure the safe travel of more than 7.7 million users and the peace of mind of potential users. To this end, FAW Toyota, starting from the actual needs of new and old customers and cooperating with dealers, launched "five major measures" to dispel customers' doubts, so as to "fully guarantee full-time online" and do its best to meet customers' needs.

These "five measures" include: safe store environment, customized car purchase with peace of mind, butler service, warm-hearted car purchase support and exclusive benefits during the Spring Festival. In this way, consumers can really rest assured. And "safety" is the biggest appeal and wish of the whole society at present-"you are safe, I am safe, and we will meet again in spring."

These measures of FAW Toyota have eliminated users' worries about health and anxiety about uncertainty, which can be said to be its corporate brand concept "True? The best embodiment of the extreme. Following FAW Toyota, many car companies have also introduced similar measures, including reducing the burden on dealers, authorizing dealers and handling online business.

"Online+offline" efficient linkage

Since February 3rd, many 4S stores have been officially opened, but most of them are empty because everyone is afraid to go out. How to increase the sales of dealerships and meet the car purchase needs of just-needed users?

FAW Toyota's "two-pronged approach": on the one hand, it provides an absolutely safe car buying environment for customers who arrive at the store, and disinfects the contact points of customers in the store without dead ends, including all areas such as exhibition hall, reception area, test drive area, delivery area, customer rest area and cashier area, as well as important details such as seats, pens, coding machines and monitors, so that users who just need to buy a car can safely look at and choose a car. At the same time, FAW Toyota has also created a one-to-one "no external contact" private car purchase service for customers, providing customers with one-to-one exclusive consultants, answering customers' doubts online through WeChat and telephone, and providing customers with exclusive on-site test drive services.

On the other hand, for consumers who want to see cars but don't want to shop, FAW Toyota has also carefully built an online intelligent exhibition hall. Customers can use the official website Digital Exhibition Hall to look at cars online in 360 degrees and make subsequent orders.

For customers who place orders online, FAW Toyota also provides door-to-door service, as well as follow-up online agency services such as insurance, finance (including Toyota Finance's online "0" contact) and licensing procedures, so that customers can truly enjoy personal tailor-style hospitality from car inspection to car pick-up. Moreover, FAW Toyota also provides one-button exclusive maintenance and 24-hour free rescue service during the owner's subsequent car use. At the same time, there are professional and technical personnel to consult remotely at any time, and provide the most thoughtful service for car owners online around the clock.

In order to give users a more pleasant online car buying experience, FAW Toyota will also take the Lantern Festival as an opportunity to use online carriers for entertainment interaction and red envelope distribution, and give users multiple privileges such as VIP membership monthly cards and car red envelopes.

In order to ensure real-time communication with customers during the epidemic, FAW Toyota also focused on optimizing DCC business, from "sales" to "care". In addition to caring about customers' health, the telephone specialist also reminds customers of daily epidemic prevention matters in time, and informs customers of the launch of offline dealerships and the opening of online car purchase channels, so that customers can choose the most assured car purchase mode.

For car owners who need daily maintenance, the dealership will contact customers in advance to inform them of the disinfection situation in the store and the health status of service personnel, so as to dispel customers' concerns and ensure the timely maintenance and smooth use of customers' vehicles. After the customer decides to go to the store, the staff in the store will make corresponding preparations and disinfection work in advance, and provide customers with exclusive isolation and disinfection tools. At the end of the service, they will remind customers of the hygiene and precautions when using the car, and truly enter the hearts of customers and understand their needs and thoughts.

In addition, FAW Toyota also upgraded its service standards to promote new car sales. At the same time, online financial services are launched, and financial specialists collect credit information online and use official website financial calculator tools to calculate repayment plans; Using electronic insurance policy, you can calculate insurance plan and send electronic insurance policy for customers without leaving home, and truly realize zero contact to complete financial services.

During this period, apart from Qi Xin's concerted efforts to fight the epidemic, the most discussed thing in the industry is what the next trend of the auto market will be.

In the past two years, the automobile market has experienced the first continuous decline in 28 years. In the "cold winter" of the market, different automobile companies are seriously divided, and the "Matthew effect" is increasingly apparent. This sudden epidemic has once again added a lot of uncertainty to the market.

FAW Toyota has set an example for this. "FAW Toyota always adheres to the business philosophy of' customer first, dealer second and manufacturer third', innovates the concept of customer service, and strives to create a new service system in which people, cars and life are harmonious and unified." Tian Qingjiu, general manager of FAW Toyota Automobile Sales Co., Ltd. said.

Therefore, at the historical node of the 20th18th anniversary15th anniversary, FAW Toyota put forward a brand-new brand slogan of "Truth to the Extreme". "'truth' is sincerity and our values; The ultimate is to achieve the ultimate in visible and invisible places. This is a methodology. " Tian Qingjiu said that FAW Toyota has been implementing the "true" attitude to make products, serve users and give back to the society, which has led to the current "extreme" good situation.

Statistics show that the cumulative sales volume of FAW Toyota in 20 19 reached 738,000 vehicles, up 2% year-on-year, and its market share rose to 3.5%, beating the market with 65,438+00 points, which also set a sales record for Toyota in China.

This year, FAW Toyota will continue its marketing policy of "incremental orientation, structural orientation and rhythm orientation", and implement two strategies of "firm attack, efficient sales" and "high-quality lean marketing" in the whole system, and continue to achieve a win-win situation in quantity and profit.