E098 - Accessory Sales Fundamentals / E099 - Accessory Sales Mastery

Question 1

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

Answer 1

Accessories generate higher gross profit than vehicle sales

Question 2

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

Answer 2

Easy to order and negotiate

Question 3

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)

Answer 3

Bed step

Question 4

What is the correct definition of DIO?

Answer 4

Dealer-Installed Option

Question 5

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

Answer 5

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

Question 6

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

Answer 6

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

Question 7

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

Answer 7

They will have related features, functions and customer benefits

Question 8

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

Answer 8

Features, functions, and benefits

Question 9

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?

Answer 9

Vehicle alarm and glass breakage sensor

Question 10

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

Answer 10

XXX

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

Question 11

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

Answer 11

XXX 1. Broad selection

Question 12

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

Answer 12

1. DIOs are available a-la-carte and can be installed at any time

Question 13

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

Answer 13

1. The features, functions, and benefits must have value for the customer

Question 14

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.

Answer 14

3. it satisfies a customer need.

Question 15

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

Answer 15

3. Functional categories correspond to the most common customer needs and interests

Question 16

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

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

Answer 16

XXX 4. value/need

Question 17

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.

Answer 17

2. confirm your understanding of their concern.

Question 18

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

Answer 18

1. Explain the value of dealer installation (factory-trained technicians and installation will not impact the factory warranty)

Question 19

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

Answer 19

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

Question 20

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

Answer 20

4. All of the above

Question 21

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

Answer 21

Slacker Radio

Question 22

How is the content available on aha updated?

Answer 22

Automatically through the life of the app

Question 23

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

Answer 23

phonebook, navigation and radio

Question 24

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

Answer 24

Aha’s local business search

Question 25

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

Answer 25

to find a gas staion

Question 26

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

Answer 26

One-shot navigation

Question 27

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)

Answer 27

(1) Involves a nominal annual subscription fee

Question 28

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

Answer 28

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

Question 29

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

Answer 29

(3) By getting updates at your Scion dealership

Question 30

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.

Answer 30

35

Question 31

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

Answer 31

(1) Are you familiar with Scion?

Question 32

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

Answer 32

(2) Build Your Scion

Question 33

The Scion Pure Price Solution is referred to as:

Answer 33

No hassle, no haggle pricing

Question 34

Scion was launched in California in:

Answer 34

2003

Question 35

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:

Answer 35

Monospec Pricing

Question 36

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:

Answer 36

Scion Boost

Question 37

The Scion showroom has two distinct areas:

Answer 37

Discovery and Consultation

Question 38

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

Answer 38

Transparency

Question 39

Scion is a brand that was custom-made for:

Answer 39

Gen Y

Question 40

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

Answer 40

XXX Consultation