Word from the editors
Dear friends, First of all, we want to express our support to Japanese people who had to fight with the results of tremendous earthquake. There is no doubt that the Country of rising sun will overcome difficulties; will and aspiration for Country’s rebirth of Japanese people will be an unforgettable example of courage for us. This Gals Inform issue will tell you about new achievements and new projects. Here you will discover about the challenge which faced Toyota crossovers. We will also inform you about star glory of Lexus and what famous singer Alexander Rosenbaum thinks about Lexus cars.
If you have any questions, offers or comments, do not hesitate to write us at:: galsinform@avtogals.ua
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Promotional activity
My choice – Toyota
Customer’s confidence is one of the greatest values of any company Customers’ trust — is something what is difficult to measure with devices or numbers. But there is no doubt that any respectful company strives to win customers` confidence by any means. In the severe conditions of competitiveness to win customers` confidence it is not an easy task, but offering really good quality products or service, it is quite possible. And our company is convinced in it. In March, our dealership centers launched a promotional event “My choice — Toyota”, which was aimed to increase customers` loyalty to Toyota brand. Dealers interviewed their customers
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about the reason they choose and trust Toyota brand. All the participants were presented with souvenirs from Toyota. The results of this promo event were useful for dealers, analyzing the results they could improve the standards of service and raise customer confidence as well. The diversity of reasons to choose Toyota car and service was simply amazing. There we could find practical calculations based on reliability of Japanese cars. Customers said that very often their car choice was emotional and spontaneous. The confirmation of that were those places where customers compare Toyota with elegance.
But there were quite funny situations. One customer shared his experience of visiting a showroom of one of the European brands, where sales manager with best intentions recommended his potential customer to visit Toyota showroom in case if he wants a reliable car. One respectful couple from Crimea beautifully compared owing Toyota car with owing charming and graceful highbred hounds. Such unusual The car is chosen very accurately considering many details. comparison convinces us that a comof the correct organization of workflow, and fortable and reliable car for many owners is customers see it and talk about it. Customno longer just a vehicle. ers` gratitude addressed to Toyota dealers Very often our customers mention high is that credit of confidence which is hard to quality of not just cars, but also service win but easy to lose. maintenance. This is an absolute indicator
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Holiday
Maslenitsa festival, joy and test drive from “Azovmotor” and “Avtogals” The beginning of March — is a start of spring according to the calendar. People celebrate Maslenitsa festival as a bright holiday with much fun and delicious food. Toyota Service Mariupol with active participation of Toyota Center Avtogals organized wonderful festival for citizens of Mariupol. The holiday itself meant that everyone could test drive any Toyota car. Auto fans of Mariupol with a special interest met new for Ukrainian market crossover Toyota Highlander, and the number of people eager to test drive that car was constantly growing. Innovational car Toyota Prius was not without attention as well. The organizers of the festival did their best and prepared a special route for Toyota test drive where people could check all driving qualities of four wheel drive Japanese cars. All in all there were 150 test drives during the festival. The event did not leave Toyota fans indifferent:
Entire model line of Toyota was available for test drive.
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jolly music, funny contests were the entertainment for guests, and finally guests could enjoy traditional holiday pancakes. In the framework of the festival citizens of Mariupol could get acquainted with the staff of Toyota Service “Azovmotor”, and obtain all the information about officially presented Toyota in Ukraine. Moreover, Toyota Service Mariupol “Azovmotor” offers full range of service of guarantee and post guarantee maintenance of Toyota cars. We had a chance to ask guests of the festival a couple of questions. Young man was pleasantly surprised with Toyota Prius: “Unprecedented car and Toyota is a world-known brand with perfect recommendations.” Well, here we give a little reminder: Service Station “Azovmotor” has started its work in 2008 and 24th March it celebrated its 3rd birthday. After maslenitsa celebration in Mari-
“Golden Globe” — the award for the best
Maslenitsa pan cakes are traditional for the holiday.
upol the festival has moved to Donetsk to Toyota Center “Avtogals”. Guests were not bored here as well. They were offered contests, hot pan cakes and full model line of Toyota for test drive. We can say for sure that the festival was successful. Our customers felt happy, full of bright emotions and impressions.
Innovational Toyota Prius was very popular at test drive.
The spirit of effective competitiveness even in the framework of one company can awaken the aspiration to reach maximum results — and it is quite reasonable reaction. Healthy competitiveness encourages the formation of team spirit in the company and personal qualities of each employee. At the beginning of the year our company has launched a new unique project which is called “Golden Globe”. The competition of providing our customers with the best service has united all dealership centers of the group of our company. For the definition of the absolute leader the factors of sales and service maintenance would be taken into account. Literally each person in the company will be involved in the competition. The victory of dealership center will be marked with the special Challenge Cup “Golden Globe”. For every employee of the company “Golden Globe” Cup is a so to say mark of professionalism and high personal qualities. Our issue will be following the competitions and announce the results of it.
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Event
New TSM level — new victory It seems that not so long, 9th June, 2010 «Avtogals» received its first bronze certificate — a certificate of Toyota Service Management (TSM). It should be noted that certification in Toyota dealers network confirms the highest level of service and allows us to speak about the true European quality of service. It is important to mention that at present moment Toyota Center “Avtogals” is the only owner of such Certificate among other dealers in Ukraine. Less than a year has passed, and on 15th April, Toyota Center “Avtogals” was awarded with the next silver certificate of L2 level. The Certificate was presented by General service manager of Toyota Ukraine Igor Ksendzyuk and service marketing manager Alexander Pedos. In order to get the deserved Certificate the team had to make a titanic work of restructuring and modernizing of all the processes of service maintenance. And here is an interesting point. Since the basic technology was not suited for “Avtogals” mechanics themselves had to restructure and rewrite the process to make it more effective and suitable for the company. And later with the inspection of TME team it was successfully proved that such restructuring was really useful and necessary. To obtain a Certificate of Silver level (customer service) with the main service “Avtogals” performed a number of basic requirements.
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Express service was launched. The basic target of Express service is to perform regular car maintenance with maximum quality and minimum timing. It requires just one hour to make all works done. “Avtogals” analyzed the needs of such kind of service among the customers and thoroughly explored the whole range of manipulations with the car from the moment it enters service station up to going back to its owner.
Next TSM certificate – deserved award for “Avtogals” company.
As a result, rapid and effective process of car moves in the repair zone was defined. The interaction between consultant and mechanic was modified, and the work of mechanics was improved. The company fulfilled the requirements for the visualization of key performance indicators of productivity of the plan. All employees of service stations can quickly obtain and digest the information about their key performance indicators. A production manager and service station management help to control tasks to each member of the working process.
And one more innovation — the company now organized delivery of spare parts to any place in the city. There is a specially designed car Toyota Corolla for that, which is always at service for the needs of customers. With the receiving of the next Certificate, “Avtogals” company raised the level of customer service for other companies in Ukraine to new heights, and with full responsibility can serve as a vivid example of the proper and efficient workflow. Observing the positive trend in the development of “Avtogals” we can say with confidence that the next height will be conquered.
We have to provide our respectable customers with the best experience of buying and owing the car!
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Report of the issue
Highlander and Hilux — a bright festival premiere of ”Three cities off-road rally” One of the coldest Saturdays of January was not like ordinary weekend, when you can just relax. And the reason for this was very significant.
For the fifth time fans of off-road rally of three Ukrainian cities meet at neutral territory in order to strengthen the links, share
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their experiences, or simply relax in a sort of unified camp. Neutral territory, in this case is neutral in the sense of the word. 4x4 Clubs from Donetsk, Kharkov and Dnepropetrovsk are found in the same remote point from the three cities, according to the GPS coordinates. Distance of 128 km brought together offroad explorers of three major Ukrainian cities. «Avtogals» company which represents Toyota cars in eastern Ukraine, at the end of previous year expanded its model line with two new SUVs: Highlander and Hilux. January holiday became a wonderful possibility to demonstrate the potential of new models to people who can assess the quality of the full drive. It is early morning and on the outskirts of the city gradually gathering members of the club «DON4X4BASS», and in this column there are newcomers Highlander and Hilux. The way to Krasnoarmeisk passed
Toyota Highlander and Hilux passed their off road test with dignity.
quickly, organized column of half a dozen of SUVs is visually impressive. Immediately outside of the city we leave the road move directly into the open field. We were joined by another crew from regional cities. In the column there were many representatives of the Soviet automobile industry. Time-tested UAZ, Niva,
Range Rover, Jeep and several representatives of Mitsubishi. Slowly we pass ravines and tillage; it shakes badly but the column moves confidently. Diesel Hilux, with its torque engine, accurately and without the slightest difficulty is passing the obstacles, and the Highlander holds tight, keeping pace and absorbing miles off-road. We are getting to the frozen river. Immediately brave overcome the obstacle. Ice and water scatter like shards of thick glass. Beautiful sight. Cars fly, demonstrating acrobatics and strength of the construction. Considering the lack of experience of our vehicles we decided to take way by the bridge. No one is judged, each chooses his own way, but there are many who want to see and capture the vivid stream of the river. A few hours on the road. Is not a long way to Bliznyuki already. And our bodies feel a little tired. We pass short distance on the
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Репортаж номера
New Highlander conquered sharp slopes.
Bliznyuki`s mayor has got a memorable present from the participants of the rally.
There was the atmosphere of friendship and understanding.
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high way and here they are — Bliznyuki. The town in Kharkiv region is more like a regional center. After the official part, vehicles are parked near the site overnight, and we intend to rest, because tomorrow, in fact the main day. In the morning we quickly pack and get the vehicles ready for a new drive. After breakfast everybody meet in Bliznyuki central square. From there, moving as a column we go to the point — a favourite place of all off-road rally fans. In our column there are people from Odessa, Sumy, Kiev, and many other cities. Looking ahead a little I will say that at that point to which we moved, there is a post with signs indicating the distance to different cities. So at last we reached that point. The participants park the cars and come up to the point mark. A memorable photo is a must of course, and after that all the drivers start their rally with quests, contests and other interesting things. Some cars could not cope with the off road conditions and needed help. To the envy of the rest Toyota Highlander and Hilux do not need any help; off road way is the best way for them to prove their enormous potential. The rally contest took place at the point with complicated territory, there were heights and hollows. We could check driving characteristics of the cars and one
more time make sure that Toyota Highlander and Toyota Hilux feel comfortable in any off road situations. Time flies, and we have to go back home. As it feels the way home is often shorter. We feel happy and proud; Toyota as always was the best. At the places where other cars were helpless Toyota moved
confidently and with dignity. We could notice the reaction if other cars owners, they were absolutely surprised with Toyota driving potential. But we knew that Toyota Company is the leader in production of comfortable and reliable cars, which can surprise and give confidence at any road conditions.
A memorable photo is a must and is already a tradition for those who came at “Three cities off-road rally�.
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Experience
Harmony — in style and customer’s understanding We have been already writing about useful experience of communication with our respectable customers in our dealership centers. Today we want to share with you another successful experience of dialoguing with a customer. The guest of our today’s story is 23 year old sales consultant from Donetsk Toyota dealer “Avtogals” Sergey Shish. The reason for our conversation with Sergey was Toyota Land
Sergey`s experience is a useful one.
Cruiser 200, its owner has made the image of the car complete and effective with the help of ground effects from world known brand WALD. Here it is good to note that in spite of the fact that WALD Company was founded in Ja-
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pan, nowadays it is widely known in Europe and America. From the day of its foundation up to now the company specializes in tuning of premium class auto. WALD Company has rich experience and it is respected in the world of automotive industry. Talking about our Toyota LC200 we need to add that the car was completed with new optics, wheel disks and other things. Talking to Sergey we tried to figure out how he formed the process of conversation with the customer, and how came the idea of creating such a stylish car image. Sharing his experience, Sergey often referred to classic sales technology and the knowledge base gained at trainings. It gave our sales consultant the ground for effective communication with the customer. Sergey formed a contact with future car owner and interpreted customer’s wishes absolutely right. Next, in the process we call presentation Sergey suggested the idea of mounting different wheel disks. Sergey offered not just accessories but the idea of creating absolutely new and original style of the car. The moment of exclusiveness was crucial. Who do you think will refuse to have the car with unique design? Our customer was given many illustra-
tions of accessories. Sergey is convinced that customer has to be offered many different variants, no need to concentrate on details. It is referred not just to certain car package but to accessories as well. Customer has to see all existing offers. After car presentation, customer’s objections were simply symbolic, because the choice has been already made. It needed some time to mount the accessories but the game was worth the candle. The car appeared absolutely bright and stylish and not like its other serial brothers. Out customer has got the desired result and became the owner of really exclusive off road vehicle. Now let us analyze
Sergey’s actions. Here are a couple of variants: customer became the owner of off road car, and it seemed that everyone was happy; but understanding customer’s desires, Sergey was not afraid to offer more than just a purchase of a vehicle. Sergey was talking with gratitude about his colleagues who were helping him in such a difficult process, and also well experienced service staff, who helped with pinpoint accuracy to mount the accessories. Sergey’s experience shows that even simple from the first sight purchase could be a unique project, bringing joy to its owner.
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Choice
Lexus CT 200h has found its beautiful owner
Not long ago Ukrainian auto market met new, extravagant Lexus CT 200h. Dynamic hatchback is perfectly suited for youth market. But there are, as we know, exceptions in rules. The first owner of Lexus CT200h in Donetsk and in Ukraine was elegant Svetlana Grigoryevna who we met in “DonLex” showroom. Svetlana is not a young lady but she has pretty impressive driving experience, no
We want to congratulate Svetlana with a wonderful purchase.
more or less but 24 years, and she is not a beginner in the question of choosing a car. Svetlana is already familiar with Toyota, she was driving Yaris, Rav4, and she is convinced in reliability of Toyota brand. The next stage for Svetlena will be Lexus. But what was the shaping factor to select Lexus CT 200h? Svetlana said she wanted a
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comfortable and economic car, moreover, there was a moment of being the first owner of the car in Ukraine. Svetlana got acquainted with Lexus from her friends, who gave very good recommendations to the brand. Gradually our lady started to pay attention to driving characteristics of Lexus cars and finally came to conclusion that she has to buy one of Lexus cars. When Svetlana entered Lexus Donetsk showroom she intended to buy Lexus IS 250, but when she saw CT 200h and talked to sales consultant she literally fell in love with the car. Owing a hybrid vehicle is not frightening Svetlana, on the contrary, she is glad that her car will be luxurious, comfortable and economical. Svetlana’s family, her husband and son approve her choice. She adds that her friends would become interested in Lexus CT200h as well, after they see her driving the car. Our beautiful lady has huge plans and expectations for the car - she plans to drive it to Vladivostok. Well, we wish Svetlana everburning energy, good mood and enjoyable driving. We also hope that Svetlana will share with us her experience of driving Lexus CT 200h to Vladivostok.
Stars
“Good car for good people” A. Rosenbaum. Celebrities, sometimes remind us people of some unreachable planet called Popularity. That is why public likes to watch such people close and pay attention literary to everything: what they wear, what they eat, what articles of luxury they prefer, and what cars they drive. Fans know which cars prefer politics, stars and other wellknown people of our planet. And in this case just owing a vehicle for celebrities is not enough. This tradition came from old times, when carriages of noble people impressed public with luxury and style. Car has to make its owner’s image complete, show his status and position in society. At the end of March the east of Ukraine has been visited by a famous Russian singer Alexander Rosenbaum. The singer’s tour was held in the frame of his 60th anniversary, and it was accepted in Donetsk, Lugansk and Mariupol with tremendous success. As a car for his traveling from city to city Alexander has chosen Lexus GX 460. Lexus Donetsk Company amiably supported Alex-
ander with such a car. It looked like Russian singer liked the car and had a special sensitive feeling to the respectable brand. The singer was touched with the original style of the car, and at the end of the tour he confessed that Lexus GX 460 was his car. Comfort, quality and its driving characteristics were beyond any expectations. Alexander was so much impressed with the car that he could not resist from writing a special memorable note: “Good car – for good people!” Together with Alexander Rosenbaum other participants of rock festival could enjoy the luxury and comfort of Lexus car. Singers could choose any Lexus model. Theatrical group of Marat Basharov while visiting Donetsk could also feel the hospitality of the city and enjoy their visit with Lexus brand. After hard day singers and actors could relax and feel the incomparable comfort of the car. Following high standards of service and hospitality “Donlex” Company intends to support celebrities in the future. The comfortable stay of public people in our city forms a positive image of the company and the region as a whole.
Famous Russian singer Alexander Rosenbaum was very much impressed with Lexus GX 460.
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Wisemen tales
Wiseman and a butterfly This story happened long ago in one old city where a great Wiseman lived. People from far neighboring cities and villages knew about him. But there was an envy man. So he decided to put such a question that great Wiseman would not be able to answer. And he went to the meadow, caught a butterfly, put it between his hands and though: I would ask him if the butterfly was alive or dead? If he says — alive, I would smash it, but if he says — dead, I would open my hands and the butterfly would fly away. So everybody would understand who was wiser. So it happened as envy man planned. He caught a butterfly, came to the Wiseman and asked if the butterfly in his hands was dead or alive? Then the Wiseman, who was really wise, answered: “EVERYTHING IS IN YOUR HANDS…”
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Корпоративное издание ООО «Галс Моторс» Редакция: Редактор — Чижиков В. Ю. Верстка — Немченко В. В. Корректура — Светличная Л. Л. просп. Богдана Хмельницкого, 55, 2-й этаж г. Донецк Тел.: (062) 311-83-38 Факс: (062) 311-86-46 galsinform@avtogals.ua Не для продажи.