Lexus Explains How Two New Store Positions Are Targeting Better Customer Service

Lexus contends it is “raising the bar again” in regard to customer service by partnering with its franchised dealers to create two new certified store positions.

Announced Thursday, Lexus explained the vehicle delivery specialist (VDS) will introduce customers to their new units and review the features of each model.

Meanwhile, the brand highlighted the vehicle technology specialist (VTS) will serve as a resource for customers who have any questions about how to use the advanced functions of their vehicle, including the new Lexus Enform telematics system. 

Lexus group vice president Mark Templin reiterated that when the nameplate was established 23 years ago, it was dedicated to providing the best customer service experience in the industry. Templin stressed Lexus’ commitment to that goal is reflected in its top position in the J.D. Power and Associates Customer Satisfaction Index for 15 years, including the past four in a row.

The Lexus boss thinks these new dealership staff members can keep Lexus at its current customer service perch.

“With the advent of more technology in luxury cars, customers often have questions about their navigation system, establishing a Bluetooth connection for their phone or managing other telematics systems,” Templin explained.

“While we’re happy to answer their calls, we think it will be much more beneficial to have experts at our dealerships who can establish and maintain relationships with customers to answer any questions about their cars,” he continued.

With the launch of the new 2013 GS, brand executives said training for the VDS and VTS positions is now taking place across the country.

To emphasize the importance of these customer-facing positions, Lexus noted it is applying the philosophy of “takumi,” or master craftsman, to their jobs. Dealership associates are trained to treat customer service as a craft and are given advanced tools to help them go the extra mile with customers.

Lexus pointed out much of the training for the dealership associates is accessed through interactive iPad apps. The product information apps, including one specifically for the GS and also for Lexus Enform, include training exercises and are available for customers to download. Or, if a customer prefers, the individual can use iPad features like Facetime to contact their dealership and receive a remote personal tutorial in their vehicle. 

“Lexus customers are becoming more and more technologically savvy, and we want our dealership associates to be able to communicate effectively with them throughout the sales, delivery and ownership process,” shared Vince Salisbury, Lexus College dealer training manager.

“Customers can access the information on their own, come in to the dealership or contact their dealership via phone, e-mail or iPad to get the answers they need,” Salisbury added. “The idea is to give them what they want, when they want it and how they want it.” 

In addition to providing technical training, Lexus mentioned it is training dealership associates to recognize verbal and nonverbal feedback to customize each customer’s experience.

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Costco Auto Program & Subaru Team Up to Launch Shopper Promotion

Auto Remarketing | Costco Auto Program & Subaru Team Up to Launch Shopper Promotion

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March 29, 2012 | SAN DIEGO By Auto Remarketing Staff Subaru Legacy

In a partnership that could potentially help bring shoppers out to the lots, the Costco Auto Program — which provides members with savings on vehicles at more than 2,500 participating dealerships throughout the country — has teamed up with Subaru of America for a promotion that rewards Subaru buyers with a Costco Cash Card.

The Subaru Limited-Time Offer provides customers with a $500 Costco Cash Card for completing a member satisfaction survey after the purchase of an eligible Subaru through the program, officials explained.

The offer includes all new Subaru models, except for all BRZ, Impreza WRX and WRX STI models and is available through June 15. 

Perhaps made evident by the promotion, Subaru is one of the top 10 most-requested brands by Costco members, officials shared.

“Subaru is an iconic brand that stands for value, style and reliability,” said John Gleason, Costco services manager.

“Its steadily increasing popularity in terms of Costco member requests in recent years and the introduction of newly redesigned models, make the timing of this promotion perfect,” he added.

And this isn’t the first time Costco has teamed up with an OEM; they have had success in the past with this sort of promotion, as well.

Similar partnerships have developed with brands such as General Motors and Volvo Cars North America.

“Costco Auto Program expects this partnership to be beneficial for both Subaru in conquest sales and Costco members in the value offer on the vehicles,” the company noted.

And the two companies are expecting big results.

“As with the most recent Costco Auto Program promotion with Chevrolet and GMC, the company is expecting a more than 400 percent increase in the number of Costco members using the program to purchase a Subaru,” officials stressed.

Commenting on the news, Alan Bethke, director of marketing at Subaru, noted, “We are very pleased to partner with Costco Auto Program — a brand known for excellent value and customer service.

“And we’re excited at the opportunity to increase the visibility of our vehicles through this special promotion to Costco members,” he continued.

Offering some details on the promotion, Costco members can do the following to qualify for the promotion:
   
—Visit www.CostcoAuto.com/Subaru or call 877-746-7422 to register with the Costco Auto Program and locate a dealership participating in this promotion.

—Purchase or complete a factory order of an eligible vehicle between now and June 15.

—Submit a Redemption Form after purchase and complete a Costco Auto Program Member Satisfaction Survey to receive the Costco Cash Card by mail for use at their favorite warehouse.

In addition, all manufacturer rebates and dealer incentives publicly available at the time of purchase also apply.

For  more details, see www.CostcoAuto.com/Subaru.

 

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CarGurus Highlights 10 Top Values for Used ‘Gas-Sippers’

CarGurus identified what the site believes are 10 of the best values for used-vehicle shoppers looking for optimal gas mileage at economical price points.

To pinpoint the top values on fuel-efficient used models, CarGurus editors focused their search on 2008 models which they thought are generally available with less than 60,000 miles and offer some of the best gas mileage ratings at prices less than $15,000.

CarGurus emphasized the importance of buyers moving quickly to benefit from the most attractive deals. The website’s in-house analysts noted that with increasing gas costs, average prices on small, fuel-efficient used cars are on the rise and expected to peak in August at levels 15 percent higher than in January. 

Despite this trend, the site’s data indicate there are values to be found in the used marketplace. 

“CarGurus was built to empower shoppers to find value and arm them with detailed knowledge about the used-car models that are right for them,” explained Langley Steinert, founder and chief executive officer of CarGurus.

“With costs of fuel-efficient models set to rise in price over the next four months, being able to identify the best deals in this segment gives buyers an important and very timely advantage,” Steinert continued.

The following is the list of 10 models with trim level, estimated overall, city and highway gas mileage and the CarGurus Instant Market Value:

CarGurus Top Values for Fuel-Efficient Used Models 2008 Chevrolet Aveo (Aveo5 LS)

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