AM Online

Lexus launches new test drive promise

Customer promise: Lexus UX SUV on a test drive

Lexus dealers will be offering a higher level of customer service to prospective buyers following the launch of a new test drive promise.

All of the Japanese premium car brand’s UK retailers are now required to make sure that the exact model the customer wants is available for them to drive, according to a new publicity campaign.

Kevin Ledgar, general manager Lexus Operations, said: “The test drive is a crucial element in the new car purchase process, but we know that all too often customers feel they don’t meet their expectations – the car isn’t right, the test is too short, the route doesn’t cover the kind of roads they use and the salespeople lack in-depth knowledge.

“With our new test drive promise, we have addressed all these issues to produce a process that is genuinely customer-focused from start to finish.

"It’s perfectly aligned with our 'Experience Amazing' ethos and our core principle of omotenashi – anticipating customers’ needs and treating them with the welcome and courtesy you’d extend to guests in your home.”

To enhance convenience, the car can be delivered to a customer’s home or work.

Lexus says appointments can also be tailored to suit individual requirements, from a 30-minute spin up to a 48-hour test drive.

Arrangements can be made for the customer to drive alone, or accompanied by a member of their Lexus centre team.

The team members hosting the test drive can provide full information on the vehicle, in particular the operation and benefits of Lexus’s self-charging hybrid technology.

Alongside its core IS, NX and RX models, the Lexus range has been enhanced with the new UX compact crossover (pictured) and ES executive saloon.

Click here for manufacturer best practice and procurement insight

If you are not a registered user your comment will go to AM for approval before publishing. To avoid this requirement please login.

Comment as guest


Login  /  Register

Comments

No comments have been made yet.