Toyota Kirloskar Motor Commissions A Unique ‘Dealer Operations Restart Guideline’

Toyota Kirloskar Motor has curated ‘Dealer Operations Restart Guideline’ to educate and empower its dealer partners about the importance and adherence to good safety & hygiene practices, so as to secure all stakeholders from health hazards. Keeping this in mind and soon after introducing a comprehensive ‘Restart Manual’ as a guide for industries to follow post the lockdown withdrawal, TKM has now introduced a detailed guideline to kick start its dealer operations. 

The ‘Dealer Operations Restart Guideline’ aims at instilling confidence in the existing and prospective customers about the safety and hygiene initiatives introduced at Toyota dealer outlets, across the country. Given the fact that the withdrawal of the lockdown does not in any way mean the pandemic is over and adherence to good safety & hygiene practices is the only key to keeping the virus at bay, the recovery phase will require unprecedented levels of caution.  In this situation, TKM’s ‘Restart Guideline’ comes in as an all-inclusive reference document highlighting the effective measures that can help in setting the foundation for sustainable growth as business operations resume to near normalcy after the lockdown is over. TKM’s ‘Dealer Operations Restart Guideline’ suggests Toyota Dealerships about the ways in which they can deal with the current situation, simultaneously encouraging them to follow the norms of the local administration in their respective region, said the company.

Sharing his thoughts on this initiative, Naveen Soni, Senior Vice President, Sales and Service, Toyota Kirloskar Motor said, “There is no doubt that besides affecting the health and safety of people across the globe, the COVID-19 outbreak has brought the world economy to a standstill. In uncertain times like these, it is paramount to lead the change and strive to thrive during this period of transformation, ensuring the safety and wellbeing of our stakeholders and simultaneously safeguarding business continuity. In this backdrop, we have come up with this unique ‘Dealer Operations Restart Guideline’ benefitting not just our dealer partners and their staff but also our loyal customers.

In the current environment, it goes without saying that in addition to closely monitoring the situation, it is imperative to introduce SOPs encouraging employees to address customer needs effectively post COVID-19, which will bring inevitable changes along with it. Let us work together as One Team One Goal with greater speed and agility.”

The ‘Dealer Operations Restart Guideline’ charts out directives for TKM’s dealer network shedding light on the safety protocols for the respective facilities and staff along with recommendations for customer interface during sales and after-sales services. The manual focuses on three key areas which include:

Facility and Staff: Maintaining hygiene at customer touchpoints and sanitization of the inside and outside of the dealership premises with minimized usage of air conditioners. Additionally, TKM has also taken steps to maintain social distancing at the workplace, recommended usage of face masks and sanitizers, regular thermal checking, and formation of a COVID Task Force to address safety concerns and boost the morale of the staff. It further educates the dealer staff to address customer queries following the new norms. 

Sales: The company’s sales services will also witness a change. Employees are being directed to maintain transparency while communicating with customers and provide video or photo evidence of safety measures followed at the dealership, wherever required. There will be thermal checking and sanitization points set-up at all the entry and exit points, workstations, and the premises of the dealerships. Face masks will be made available with all staff, and avoiding the exchange of physical documents will be practiced as much as possible. A product demonstration will also see a change as a whole new disinfection process will be implemented before every demo, to assure customer safety. Masks and gloves will be provided during test drives and the company representative will be directed to sit in the rear seat while the customer drives, adhering to the rule of social distancing. 

After-sales: Certain measures have also been introduced with regard to the pick-up and delivery of vehicles, these include showcasing temperature certificate to the customer during a pick-up, disinfecting hands before receiving the vehicle keys. The drop-off of the vehicle will only be allowed once the seats and steering are disinfected while invoices will be shared through emails and the Toyota Connect app with digital money transactions. As far as the production and washing area is concerned, all staff will wear face masks and gloves during their work hours with all commonly-used tool kits being disinfected frequently.