SERVICE FREQUENTLY ASKED
QUESTIONS
Q Why don't you sell food at the Tarkwa branch since it
SERVICE FREQUENTLY ASKED
QUESTIONS
A
is difficult getting food around?
A We currently provide lunch for our customers who make
appointment. This is because with appointment, we are
able to plan towards their arrival time and duration of
their jobs. We are therefore able to provide food in such
cases. We will thus urge all our valued customers to use
our appointment system to enable us support them
better.
Q
A
Q
A
Q
A
Q
Why is it difficult for you to extend the credit facility of
customers who already have credit facility with one
branch to the other?
Branches operate as semi-autonomous units. They
are thus responsible for their various credit
businesses. Customers need to apply to each branch
to allow for a more effective management of their
credit accounts.
Q Why does Toyota Ghana give even big companies
with a large fleet size small credit facility?
When will you change your invoices to the carbonated
type instead of the black & white A4 sheets? Is Toyota
Ghana broke?
A No, Toyota Ghana is not broke. The new Dealer
Management System that the company is currently
operating does not support the old carbonized form
of printing. Printing on A4 sheets is clearer and
quality is much better than the previous dot matrix
printout.
Why don't you give souvenirs to customers, especially those
who drive the vehicles for servicing/repairs?
We do give souvenirs to customers. Every year, we
organize a "Customer Appreciation Party" and ensure
that at the end of it, every customer takes home a
Toyota branded souvenir. We also distribute Toyota
branded dairies and calendars at the end of every
year to our customers. When we earned the No. 1
position on the Ghana Club 100 rankings (2010), we
dedicated one of our heaviest customer traffic days
to the distribution of branded polo shirts to all
customers who walked in that day to transact
business with us in all the branches.
Creditlimitsare
provided based upon
the f l e e t s i z e , v e h i
c l e models, age of
vehicles,
credit
worthiness as well as
the cost of servicing for
each vehicle. These
limits are however,
reviewable whenever
fleet sizes are significantly increased and the service
departments are duly notified.
Why don't you deliver completed vehicles to customers at
their homes or offices?
The daily vehicle intake in Accra workshop alone is one
hundred units. The provision of vehicle delivery services
at customer designated points will require the
engagement of so many extra drivers making it not very
feasible currently. However, it is worth considering for
the future.
TOYOTA GHANA CO. LTD.
Q
A
Why don't you add bread to the beverage dispenser since
it’s sometimes difficult to get food to buy around?
The standard acceptable service is to provide some
drinkables or light refreshment for customers as they
transact business with us. When a decision is made
on the provision of heavy refreshment or food, we
will duly notify our customers.
SERVICE
FREQUENTLY ASKED
QUESTIONS
SERVICE FREQUENTLY ASKED
QUESTIONS
Q Why does General Repair appointment sometimes
take two weeks or more?
A Basically, unlike Periodic Maintenance which can be
scheduled, General repair jobs are unpredictable.
Sometimes, we may have so many customers
demanding major repair works on their different
vehicles at a go, while at other times, there may not
be that much demand for so many repair works.
Thus, in peak periods, it is possible to have a lead
time of over a week for appointment. Measures are
being taken to shorten such long lead times to satisfy
our customers.
Q Why don't you service Vibe & Geo Prism?
A Repairs and servicing of vehicles are carried out
successfully if all parts and tools for the repairs are
available. Since TGCL does not sell these models, we
hardly stock parts and Special Service tools needed
to repair them. However, in instances where an
advice could be provided, such services are offered.
Q
Why don't you service Hybrid vehicles?
A TGCL does not have the expertise and technical
know-how to service these vehicles.
Q Is it true that Toyota Fortuner is inferior due to the
frequent clutch failure?
A The Fortuner is a superior model just like any other
Toyota vehicle. Initial concerns about clutch failure
on a limited number of the Fortuners have been
addressed by the manufacturer. Any further concerns
about the failure of the clutch should be reported to
the nearest Toyota Ghana workshop for a quick
resolution.
Q
SERVICE FREQUENTLY ASKED
QUESTIONS
Q Why are the South Africa Corolla shocks failing
within one year compared to the Japan ones?
A These failures were isolated cases fixed under warranty
(repaired at no cost to the affected customers). All such
concerns were reported to TMC and field fix parts have
since been developed for adequately addressing such
cases.
Q Why are major repair works not conducted on weekends?
A On Saturdays, we usually work for only half of the
day and most of the major repair works are very
involving requiring a full day's concentration and
attention. As "things done by halves are never done
right", we try to avoid
starting major jobs on
Saturdays that we know
we will not be able to
tackle in a n y s i g n i f i c
a n t o r meaningful way.
Q Why does your Tarkwa
branch charge so much compared to your other
Branches?
A Currently, all service charges are standardized.
Tarkwa rates are thus the same as other Toyota
Service Centers in Ghana.
Q Why can't Toyota open several Service Centers within
the Accra Metropolis?
A It is TGCL's policy to bring our services closer to our
esteemed customers. Our second branch in the
Greater Accra Region was opened in Tema in 2008
and it is yet to hit its full capacity potential. The
situation is constantly being evaluated and
appropriate measures will be applied in the best
interest of our cherished customers.
Why are the New Generation Corollas assembled at South
Africa?
Q Why does Toyota accept cheques during purchase of
A Toyota vehicles, no matter where they are produced,
A The Company does not accept individual cheques.
are assembled under the strict supervision of Toyota
Motor C o r p o r a t i o n ( T M C ) f o r
quality
standardization.
Products
from
South
Africa
are thus of the same quality
astheothersandare
distributed
within
the
African
and
European
Markets.
new vehicle but refuses cash cheques for servicing?
However, for vehicle purchase, an individual cheque
received is allowed to clear before the delivery of the
vehicle. Should customers understand that their
personal cheques will be cleared before their
serviced vehicles are delivered, we would accept
personal cheques.
Q Why are telephone lines of Toyota Ghana not reliable?
A The lines are reliable. Our standard procedure is that
a receptionist should never pick two calls at the same
time. Thus, normally when she is attending to one
call and
SERVICE FREQUENTLY ASKED
QUESTIONS
another one comes through, it is
impossible to pick it
immediately, giving the
impression to the caller that we
are not attending to his/her call.
To rectify this situation, we have
employed more staff to pick up
other calls.
Why are phones not answered at all? Why
is transfer of phone calls very common with
Q
Toyota Ghana?
The transfer of calls normally becomes necessary
when
A
appointment calls come to the switchboard. These
are normally transferred to the Call Center. The
system is programmed such that if the Call Center
lines are busy, it is automatically transferred to any
available line at the Service Reception. By our
standard operations procedure, Service Advisors are
not supposed to pick up new calls when they are
engaged with customers. Thus, the call gets
automatically transferred until it is picked by an
advisor who is not engaged. This has however, been
addressed by the engagement of more staff to man
the phones to avoid automatic call transfers.
Why don't you stock enough parts to avoid regular
long
Q waiting periods for sea orders that customers suffer
due to parts unavailability?
TGCL has increased Service rate from 92% to 96.5%
within a
A three year period nationwide. However, efforts are
being made to improve inventory and hopefully, we
shall reduce the unavailability rate even further.
Why don't you have a body workshop at Tarkwa
branch?
Q Minor body repairs are carried out by Tarkwa branch by the
A use of an independent dealer under the supervision
of TGCL. However, all major repairs are carried out at
our in-house state-of-the-art Body
and Paint shop in Accra.
Q
A
Why don't you have towing
services?
TGCL, on customer request,
collaborate with some towing
service
companies to
tow
vehicles to our premises at
the customer's expense.
SPARE PARTS FREQUENTLY ASKED QUESTIONS &
ANSWERS
This is part of our efforts to provide
reliable aftersales support to all our
customers nationwide.
Q
"Abossey Okai" spare parts dealers
claim you buy your parts from them, is it
true and why would they say that?
A TGCL holds more than 8 thousand lines
of spare parts and cannot replenish such
inventory using those from AbosseyOkai.
Q
Why don't you
print t h e c h a s
sis
numberson
customer
invoices?
A
Thiscouldb
e considered.
Q
A
Why don't you have a data base of
previous transactions of walk-in
customers?
TGCL operates a Data Management
System (DMS) that captures transaction
of all customers and can be retrieved
whenever it is required.
Why can't you give manual invoices and
receipts when your systems go down
during working hours?
A We actually resort to manual invoicing
and receipting on occasions when the
Q
system goes down.
SPARE PARTS FREQUENTLY ASKED QUESTIONS &
ANSWERS
ARE PARTS
TOYOTA GHANA CO. LTD.
It’s 50-50. Wanna
bet?!
FREQUENTLY ASKED
QUESTIONS
Trust shop and authorized TOYOTA networks with this mark for parts for you TOYOTA automobile
Your wrong selection may endanger your loved
ones.
Learn to choose genuine parts.
Aren’t sure if it’s real or fake? Imitation parts are
dangerous.
Visit your dependable authorised TOYOTA
networks.
S
P
SPARE PARTS FREQUENTLY ASKED QUESTIONS &
ANSWERS
Q
A
Why does TGCL not stock parts for grey
import vehicles e.g. Lexus, Highlander and
other Toyota vehicles particularly from the
US?
Even though TGCL has a responsibility to
support all users of Toyota vehicles, we
need to be responsible first, for the
vehicles we sell to the Ghanaian market
that have been produced specifically for
our territory. We are therefore enjoined as
the Authorised Distributor of these
vehicles to stock the requisite parts for
them. TGCL, however, can order parts for
grey vehicles that we do not normally
stock only by customers’ request .
SPARE PARTS FREQUENTLY ASKED QUESTIONS &
ANSWERS
ease the unavailability rate.
Q
be
A
Q
A
Why do ordered parts take 3 to 4 months
to deliver without any improvement for
years?
A TGCL Parts Operations have seen a lot
of improvement over the years. The point
must however, be made that our parts
are imported. This compels us to deal
with external service providers (e.g.
Inspection companies, courier agencies,
etc). We are thus making efforts to
reduce the delays at the Port and
hopefully, the lead times will be reduced.
Why is it that most
parts are not readily
available?
A TGCL has increased
Service rate from 92% to
96.8% within a 3-year
period n a t i o n w i d e . H
o w e measures are still
underway
improve inventory further to
delivered within a day?
Parts requests from National Parts
Department (NPD) or the Central Parts
Depot (CPD) are dispatched every 4
hours to the Accra branch, Body & Paint
workshop and to branches outside Accra
(Tarkwa, Kumasi and Kenyasi) within 15
hours. Thus, inter branch requests can
be delivered within a day depending on
the location of the requesting branch.
Why are Toyota parts so expensive?
TGCL is the sole distributor of Toyota Genuine
Parts in Ghana and therefore sells at the
best competitive price to ensure that all
Toyota u s e r s h a v e a c c e s s t o
Genuine Parts
nationwide. With the
quality, durability and
reliability offered, we
actually save our
customers a lot of cost by
the peace of
associated with the use of
genuine parts.
Q
Q
Why can't inter branch parts request
Why don't you standardize all your
operations such that all TGCL parts
offices work on Saturdays?
A The necessity for Saturday work is
actually
informed
by
transaction
volumes
and
customers'
express
preferences. We thus continuously
monitor branch transactions and listen
to customer voices for their inclinations.
When it becomes necessary for
Q
SPARE PARTS FREQUENTLY ASKED QUESTIONS &
ANSWERS
any branch to
Saturday work
schedule
a result of these
two criteria, this is
done.
Why does TGCL always
on
vehicle
identification codes
from even regular c u s t o m e r s b e f o
r e providing information on parts
availability?
A Vehicle Identification Number (VIN) is
important to select the correct unique
part number for your Toyota vehicle
anywhere in the world.
Q
Q
A
Q
A
Why can't Toyota make special orders
from abroad within a week?
TGCL has over the years improved on Air
orders from 10 to 6 weeks and then to the
current 4 weeks. Efforts are being made to
reduce the delays encountered with our
service providers. We depend a lot on
external Service providers to deliver
quickly.
Why don't you have a workshop and a
parts department in the Northern and
Eastern Parts of the country?
In the Northern Region, we have an
Authorised
Service
Shop
Ansuare
Company Limited that has been trained,
certified and out-doored to handle the after
sales needs (servicing & provision of
genuine parts) to all users of Toyota
vehicles in the three Northern Regions.
TGCL actually has plans to expand the
Service Network to all Regions in Ghana.
SALES FREQUENTLY ASKED QUESTIONS WITH RESPONSES
SALES FREQUENTLY ASKED QUESTIONS WITH
RESPONSES
TOYOTA GHANA CO. LTD.
A
This is an option available upon customer request.
A
Q
A
Q
A
Q
A
Q
A
Our distributorship agreement with the manufacturer
limits our sales to the Ghana markets. Apart from this,
there are Authorized Toyota Dealers in such countries
capable of addressing the vehicle needs of customers
there.
Q
Toyota Ghana vehicles are always not fully-loaded
compared to Dubai/American Specifications. Why?
A
Most customers unknowingly buy vehicles with
features that they never use: meanwhile, such vehicles
may not be equipped with the necessary features to
comfortably withstand the Ghana terrain like reinforced
suspension, severe user package, etc. We avoid the
importation of vehicles with certain features that come
at extra cost to our customers but could be nonfunctional in Ghana, e.g day running light. Apart the
extra cost, these features also add complexity to the
vehicle that could impact negatively on repair quality.
However, we have various optional features available
that could be ordered upon request.
Why can’t you deliver Special Orders e.g. Land Cruiser VX
in seven weeks?
Because Special orders are customized, that is,
produced to the specifications provided by each
customer and shipped from Japan to Ghana. That
makes the lead time from order to delivery about four to
five months.
Why are there no other bus types apart from the
Coaster and Hiace?
These buses are currently the buses available from the
manufacturer for the Ghana market.
Why does the Coaster Bus come without a CD player
and microphone?
These are options available upon customer request.
Q
A
Q
A
Do you sell used vehicles?
No.
Why don’t you lease vehicles?
We introduce customers with such requests to our leasing
partners whose core business is leasing.
Why does the Hiace Bus have no speakers at the back as
compared to the old ones?
That is an option available upon customer request.
COMMUTER
Why don’t you have a CD player in the Land cruiser 76
deluxe?
A
This basically has to do with usage. The Land Cruiser
Q
70 series are normally designed as workhorses for
harsh terrains. Under such rough conditions, CDs
‘jump’ while playing, thus skipping beats and making
listening very uncomfortable. However, it is still
available upon customer request.
Q
A
Q
A
Q
Why don’t you have a trade-in policy?
The modalities for such a policy are being considered
for implementation soon.
Why does the Hiace Bus not
have power mirrors and
power windows?
This can be ordered upon
customer request.
Why don’t you have mirrors in the sun visors of the
Hilux, Hiace and Fortuner?
SALES
FREQUENTLY ASKED
QUESTIONS
SALES FREQUENTLY ASKED QUESTIONS WITH
RESPONSES
Q
A
Q
A
Q
Why don’t you sell on hire purchase?
We have auto financing partners who offer support to
our customers with such needs. We currently do not
have the requisite logistics and expertise to undertake
auto financing.
A
Why can’t you deliver vehicles
earlier than two weeks after
full payment is made?
Q
A
Q
A
trained technicians with the
requisite skills, manuals and
special service tools to
handle
the
vehicle
in
accordance with the Toyota
standard. The manufacturer
does not provide warranty for
any vehicle that is not meant
for the Ghana market.
It is against Toyota Ghana’s
company ethics and values.
Why do you have problems
with
the availability of vehicles?
Why should a customer wait
for 2-3 months for vehicles
you stock?
A
We continuously stive to keep sufficient stocks as
much as possible. However, the market demand is
highly unpredictable. This makes import planning very
difficult. There are times that we also get stocks of
vehicles that may stay unsold for over 6 months. We do
frequent analysis to prevent the occurrence of such
situations.
You will love the feeling it gives you
From 2013, the IMV Hilux
Automatic with petrol engine
beyond tough
A
Why don’t you give commission to lead
persons who influence customers to
purchase new vehicles?
Q
Why don’t you sell the IMV Hilux
Automatic Transmission?
will be available for the
Ghanaian market.
Q
SALES FREQUENTLY ASKED QUESTIONS WITH
RESPONSES
SALES FREQUENTLY ASKED QUESTIONS WITH RESPONSES
For vehicles already in the bonded warehouse, delivery
is very possible within two weeks or even earlier. The
few days are needed to do the customs clearance,
payment of taxes, documentation and registration of the
vehicles. Those delivered after two weeks are usually
vehicles that are yet to arrive in Ghana at the time of
contract confirmation.
Q
A
Why don’t you sell other ranges of Toyota models (eg.
Matrix, Highlander, Tundra, Lexus) even though they
are Toyota models?
Toyota produces vehicles to meet specific regional
conditions. These usually have to do with compatibility
issues relating to fuel chemical composition, terrains and
general environmental conditions. Aside that, the market
size for any model is also considered a requirement to
provide the standard efficient and effective after sales
support in terms of spare parts, technicians’ training,
requisite tools, e.t.c for any particular model that we import.
Q
What is the fuel consumption of vehicles? Why is this
information not found on your
A
flyers and
brochures?
Fuel consumption
varies
depending on fuel
quality,
environment, individu
al
driving style, etc. Toyota does
not display this on fliers due to
these variations. However,
Toyota standard test results on
fuel consumption levels may be
obtained from the internet.
A new world of pleasure
Q
A
The Avensis with leather seats can be ordered at the
request of the customer, however, the Corolla with
leather seats is not available.
Q
Why are your specifications different from that of the
European vehicles?
A
Why are your prices so high?
Generally, if you consider the totality of cost (vehicle
price and after sales support) incurred on vehicles,
Toyota cars are found to be cheaper. In other words, if
you consider the premium quality, durability and
reliability of Toyota vehicles, the long term savings on
the after-sales service cost, fuel economy, resale value,
coupled with the safety and peace of mind motoring
that owning a Toyota affords you, Toyota vehicles are
relatively cheaper.
Q
Q
Q
Why the sharp difference in price of vehicle sold in
Ghana and that of other countries?
Prices differ due to specification variations. Considering
our harsh environment, all our vehicles come with
‘Severe User Package’ which includes reinforced
suspension, heavy duty shock absorbers, engine underguards, etc. these are all intrinsic value built in to
withstand conditions of our terrain and provide peace of
mind motoring.
From 2013, we will stock the RAV4 for the Ghanaian market.
What is the difference between
Toyota models sold by Toyota
Ghana and other Toyota sellers?
and terrain. The others are built for other markets and one
cannot guarantee their suitability for use in Ghana. Apart
from this, the models from Toyota Ghana are well
supported by the manufacturer with the necessary spare
parts and
What is the horse power of vehicles?
It is the unit for the measurement of a vehicle’s engine
power. One horse power is equal to 0.75 kilowatts.
Why does it take so long to order a RAV4?
The models sold by Toyota
Ghana are vehicles that are
approved
by
the
manufacturers as suitable for
the Ghana market. They are
as such, built and designed
specifically for use i n G h a n
a w i t h d u e considerations
to our conditions
Generally, Toyota vehicle specifications vary from
region to region. The choice of specification is guided
by several factors including environmental and weather
conditions, fuel grades, road conditions and technical
situation.
A
A
A
Why don’t you have leather interior for the Corolla
Automatic and Avensis models?
Q
A
Why are the prices in some
branches cheaper than others?
Prices of vehicles in all
branches are the same. We
have a harmonized price
structure.
Q
Why don’t you do re-export
(to Togo, Senegal, Niger,
Burkina, etc)?