With the new Test Drive Promise, Lexus is again pushing the boundaries of service excellence. This new approach to test drives puts the customer’s needs and preferences first in every detail.
Lexus UK retailers will make sure the model the customer wants is available for them to experience.
Lexus UK retailers will make sure the model the customer wants is available for them to experience
Complete convenience and flexibility are also ensured, with customers welcome to visit their local Lexus Centre or arrange for the car to be brought to their home, place of work or other location.
Appointments can also be tailored to suit individual requirements, from a 30-minute spin to a 48-hour test drive. Arrangements can be made for the customer to drive alone or accompanied by a member of the Lexus centre team.
The team member hosting the test drive can provide full information on the vehicle, in particular the operation and benefits of Lexus’s self-charging hybrid technology. Lexus has more experience and insight into hybrid than any other luxury car maker, having introduced it to the premium market with the RX 400h SUV back in 2004.
Kevin Ledgar, general manager of Lexus UK 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 core principle of omotenashi – anticipating customers’ needs and treating them with the welcome and courtesy you’d extend to guests in your home.“