Sales Data Management and Customer Interaction Processes

Data Map Sales Enquiry Sales executive captures customer information using CIF Customer Enquiry (online,phone ,walk in) Information from CIF added into Dealerweb Test drive form produced and signed by customer Proceed to Sale Information stored on dealerweb for follow ups CIF form stays with sales exec in sales office Copy of drivers licence taken CIF form shredded once enquiry is dead Test drive form and licence stored with CIF in sales office Information stored on dealerweb indefinitely Test drive form & licence shredded once enquiry is dead

Data Map Sales Purchase Customer information entered onto Auto Protect i- comply system FCA paperwork produced after completing a demands & needs Target data removed if advised by customer vehicle no longer owned Vehicle service history keep indefinitely on DMS Information input onto V8 DMS Order form produced Purchase Data stored on DMS unless customer requests removal Customer signs on completion of demands & needs Customer consent given Customer signs Printed and copy given to customer and copy in deal file Printed and copy given to customer and copy in deal file

Data Map Finance Application TFS Customer data entered onto finance proposal form Finance Documents produced Invoice raised to finance company Aggreement Activated by TFS TFS Finance Application Finance Documents signed by customer Invoice and customer ID uploaded to Ngage Proposal form signed by customer Copy of finance documents stored in deal file Proposal form stored in deal file Data stored on Ngage

Data Map Finance Application PFS Customer proposal info entered onto relevant lenders system Finance Documents produced by PFS Invoice produced to finance company Customer data entered onto finance proposal form Finance deal activated PFS Finance Application Customer info held on relevant lenders system Invoice, proofs and signed finance docs emailed back to PFS Proposal form signed by customer Finance docs emailed back to dealership PFS emails all required documents back to lender Proposal form emailed to PFS Customer signs finance docs Copy of signed documents stored in deal file PFS stores copies of the above Proposal form stored in deal file

Data Map Motability Application Customer provides proof of entitlement and 2 proofs of address Application goes live once customer enters secure pin number Application completed via Motability online Customer to complete a Motabilty Suitability questionnaire and driver consent form Motability Order Information stored in deal file Information stored in deal file Information retained by Motability

Data Map Service Plan Quote/Sale (Emac) Sales admin inputs customer data on Emac online system Service Plan Quote printed 1 copy for customer 1 copy in deal file Service plan sold customer bank details inputted onto Emac system Service plan agreement printed and signed by customer Customer keeps 1x copy Dealer files 1x copy Service Plan Quote/Sale (Emac) Dealer copy kept in deal file. Vehicle & customer details kept on Emac database. Quote declined Vehicle & customer details kept on Emac database.

Data Map Toyota Extended Warranty (Sale) Customer keeps 1x copy. Dealer policy agreement stored online and copy in deal file Warranty sale processed including customer payment details inputted onto Warranty system Toyota Extended Warranty (Sale) Sales admin inputs customer & vehicle data onto Toyota extended warranty online system Extended warranty agreement printed and signed by customer Vehicle & customer details kept on Toyota Extended Warranty database.

Data Map COL2 New Vehicle ordering system New car selected and configured to customer specifications Customer Information entered onto COL2 to complete order TGB New car order System Vehicle order confirmed Vehicle order printed and stored in deal file.

Data Map AFRL Customer to complete inc marketing preferances and sign Customer Information entered onto AFRL system New Vehicle registration Vehicle reistered CRD Printed and registration confirmation printed Stored in file and used for Auditing purposes CRD Printed, customer signs Stored in file and used for Auditing purposes Stored in file and used for Auditing purposes

Data Map Loan car System (Coopers) Insurance cover note printed, 1x customer, 1x dealer copy Customer driving licence details enter into Coppers Sales Exec inputs customer data on Coopers online system Customer keeps 1x copy Dealer files 1x copy Off hire copy printed 1x copy kept by dealer Customer signs both cover notes Loan car Hire system / Booking Dealer copy kept in deal file, including off hire signed document Vehicle & customer details kept on Coppers database

Data Map Toyota Customer Relations - COMPASS Toyota Customer Relations COMPASS Findings entered onto COMPASS system Investigation of concern/complaint carried out by Sales Exec/Manager CR request more information or accept findings Customer raises concern or complaint with Sales dept Dealer staff creates customer case on COMPASS inputting vehicle & customer details Case Closed after 14 Days in happy with resolution Vehicle & customer details kept on COMPASS system Future access to this case available if required by Toyota & dealer

Data Map E-Toyotamail, E-Marketing Dealership manager creates email marketing campaign Bounced emails and unsubscribed checked or removed from DMS Direct marketing supplies email addresses relevant to requested customer and vehicle target range. Campaign scheduled and sent to selected customer emails Selected customer email addresses uploaded into E- Toyota system. E-Toyotamail E-Marketing Campaign report available via E-Toyotamail, including bounced, unsubscribed email addresses Future access to this report is available if required by Toyota & dealer

Data Map Toyota Motor Insurance Policy Sales Exec goes into system to add registration number and start date Customer calls TMI to verify the details and activate the Drive Home cover Sales exec loads customer and vehicle info into TMI System documents and certificate emailed to dealership Drive Home and Full TMI Policy Customer supplied ref code and free phone number documents and certificate printed, 1 copy to customer and 1 copy in deal file

Data Map GEN3 Customer information and URN entered into GEN3 system G3 Paint Protection Certificate produced Certificate printed. 1 copy to customer and 1 copy in deal file

Data Map Value Chain Reporting (VCR) DMS upload includes, customer name, address, reg, chassis no, invoice details / value Value Chain Reporting VCR DMS automatic daily upload completed Future access to uploaded details is available if required by Toyota & dealer