Vehicle Acquisition Specialist Process

Purpose

The purpose of this process is to establish a structured, consistent, and professional framework for the Vehicle Acquisition Specialist role. This process enhances the customer experience, ensures transparency, creates a seamless bridge between service and sales, and provides J. Allen Toyota with a safer and more profitable method of acquiring inventory. Strict adherence to this process is required, though it may be optimized over time to improve efficiency and consistency.

Service Lane Responsibilities

1. Customer Greeting & Identification
   
   
• Work alongside Service Valets to welcome each customer entering the service drive.
  
  
• Verify whether the customer has a scheduled appointment or is a walk-in.
  
  
2. Customer Introduction & Value Proposition
   
   
• Inform customers that, as a complimentary benefit of servicing at J. Allen Toyota, they will receive:
  
  
• A CarFax Vehicle History Report
  
  
• A Real-Time Market Valuation
  
  
• Clearly explain that this information is for their personal records, but they may also choose to explore options such as selling or trading their vehicle.
  
  
• Reinforce that there is no obligation to sell or trade.
  
  
3. Preparation & Delivery of Materials
   
   
• For appointments: Have CarFax reports and market valuations pre-printed prior to arrival.
  
  
• For walk-ins: Generate and print documents upon arrival.
  
  
• Provide the customer with the CarFax and valuation within 15 minutes of check-in, noting that the valuation is contingent upon a physical inspection.
  
  
4. Customer Options & Handoff
   
   
• Ask the customer to notify you if they wish to explore options.
  
  
• If selling:
  
  
• Collect required information and upload details/pictures into vAuto.
  
  
• Notify the Acquisition Manager (or Used Car Manager in their absence).
  
  
• Customers will remain in the service lounge while appraisal is conducted.
  
  
• If the customer accepts the appraisal: Assist Acquisition Manager with documentation and check issuance.
  
  
• If the customer declines: Acquisition Manager to attempt to close the deal.
  
  
• If trading:
  
  
• Notify the Acquisition Manager and/or Used Car Manager.
  
  
• Ensure a Salesperson is assigned.
  
  
• Facilitate a smooth handoff from Service to Sales.
  
  
5. Coverage Requirements
   
   
• At least one Specialist must be present in the service lane at all times.
  
  
• During peak traffic times, at least two Specialists must be present.
  
  

Outside of Service Lane Responsibilities

1. Appointment Confirmation Calls
   
   
• Contact all customers with confirmed next-day service appointments.
  
  
• Introduce yourself, explain what they can expect on arrival, and highlight their complimentary CarFax and valuation.
  
  
2. Next-Day Preparation
   
   
• Print and organize CarFax reports and valuations for all confirmed service appointments.
  
  
• Ensure materials are sorted and ready for quick distribution.
  
  
3. Vehicle Acquisition Outreach
   
   
• Use the Private Offer section of vAuto to identify vehicles listed on platforms such as Facebook Marketplace, Cars.com, and Autotrader.
  
  
• Contact sellers with potential offers on behalf of J. Allen Toyota.
  
  
4. Equity Mining
   
   
• Leverage equity mining tools to identify customers in a positive equity position who may be good acquisition opportunities.
  
  

Performance Standards

• Customers must receive CarFax and valuation documents within 15 minutes of arrival.
  
  
• Specialists must maintain clear, professional communication with customers at every stage.
  
  
• All acquisition opportunities must be logged and escalated to the Acquisition Manager/Used Car Manager as required.
  
  
• Documentation and follow-up tasks must be handled promptly and accurately.
  
  

Summary

By following this process, the Vehicle Acquisition Specialist:

• Adds measurable value to the customer experience,
  
  
• Ensures a transparent and consistent acquisition process,
  
  
• Provides J. Allen Toyota with a steady, profitable stream of pre-owned inventory, and
  
  
• Strengthens the bridge between Service and Sales.