The Samurai Sell: Lexus Japan Dealers Bow To Move Swank Cars
Thread Starter
Lexus Champion
Joined: Mar 2005
Posts: 8,695
Likes: 2
From: CA
The Samurai Sell: Lexus Japan Dealers Bow To Move Swank Cars
Interesting article from the WSJ: (there's also a brief video tour of Tahara!)
http://online.wsj.com/article/SB118393558292060374.html
http://www.moneyweb.co.za/mw/view/mw...5451&sn=Detail
Article excerpt:
Also a new memorization piece, like the Lexus Covenant but more functional:
http://online.wsj.com/article/SB118393558292060374.html
http://www.moneyweb.co.za/mw/view/mw...5451&sn=Detail
Article excerpt:
PAGE ONE
The Samurai Sell:
Lexus Dealers Bow
To Move Swank Cars
In Japan, Toyota Revives
Ancient Hospitality Rites,
But Some Buyers Balk
By AMY CHOZICK
July 9, 2007; Page A1
TOKYO -- Kengo Kubo, a sales consultant who sells Lexus cars in Tokyo, has a special way of opening a car door. He points with all five fingers to the handle, right hand followed by left. Then, he gracefully opens the door with both hands, in the same way Japanese samurais in the 14th century would have opened a sliding screen door.
"The most important thing is to make the motion look beautiful," says Mr. Kubo, standing in a gleaming Lexus show room with live orchids growing out of trickling waterfalls.
[Kengo Kubo]
The screen-door technique is part of an unusual tactic under way in Japan's luxury-car wars. No. 1 car maker Toyota, behind in the luxury market, wants to fight back by plunging deep into the world of ancient Japanese hospitality traditions.
At Lexus showrooms, sales consultants lean five to 10 degrees forward and assume a warrior's "waiting position" when a customer is looking at a car. When serving customers coffee or tea, employees must kneel on the floor with both feet together and both knees on the ground. The coffee cup must never make a noise when it is placed on the table.
The Samurai Sell:
Lexus Dealers Bow
To Move Swank Cars
In Japan, Toyota Revives
Ancient Hospitality Rites,
But Some Buyers Balk
By AMY CHOZICK
July 9, 2007; Page A1
TOKYO -- Kengo Kubo, a sales consultant who sells Lexus cars in Tokyo, has a special way of opening a car door. He points with all five fingers to the handle, right hand followed by left. Then, he gracefully opens the door with both hands, in the same way Japanese samurais in the 14th century would have opened a sliding screen door.
"The most important thing is to make the motion look beautiful," says Mr. Kubo, standing in a gleaming Lexus show room with live orchids growing out of trickling waterfalls.
[Kengo Kubo]
The screen-door technique is part of an unusual tactic under way in Japan's luxury-car wars. No. 1 car maker Toyota, behind in the luxury market, wants to fight back by plunging deep into the world of ancient Japanese hospitality traditions.
At Lexus showrooms, sales consultants lean five to 10 degrees forward and assume a warrior's "waiting position" when a customer is looking at a car. When serving customers coffee or tea, employees must kneel on the floor with both feet together and both knees on the ground. The coffee cup must never make a noise when it is placed on the table.
LEXUS RULES OF ETIQUETTE
• The Warrior's 'Waiting Position': Lean five to 10 degrees forward when a customer is looking at a car.
• When serving coffee or tea, kneel on the floor with both feet together and both knees on the ground.
• Bow more deeply to a customer who buys a car than one who is window shopping.
• Practice the 'Lexus Face,' a closed-mouth smile said to put customers at ease.
• Stand with left hand over right, fingers together and thumbs interlocked, as the samurais did to show they were not about to draw their swords.
• The Warrior's 'Waiting Position': Lean five to 10 degrees forward when a customer is looking at a car.
• When serving coffee or tea, kneel on the floor with both feet together and both knees on the ground.
• Bow more deeply to a customer who buys a car than one who is window shopping.
• Practice the 'Lexus Face,' a closed-mouth smile said to put customers at ease.
• Stand with left hand over right, fingers together and thumbs interlocked, as the samurais did to show they were not about to draw their swords.
Thread Starter
Lexus Champion
Joined: Mar 2005
Posts: 8,695
Likes: 2
From: CA
And, one might recall Ward's Dealer talking about the accelerating sales for Lexus in Japan:
http://wardsdealer.com/latest/lexus_progressing_japan/
With the arrival of the LS 460/460L/600h/600hL, Lexus Japan sales have improved significantly.
http://wardsdealer.com/latest/lexus_progressing_japan/
With the arrival of the LS 460/460L/600h/600hL, Lexus Japan sales have improved significantly.
Pole Position
Joined: Jul 2001
Posts: 2,222
Likes: 3
From: CA
While I have found Lexus dealers in the U.S. to be generally a notch above their competition, they still act more like stereotypical car dealers than anything like this. I wonder why Toyota doesn't adapt some of this (taking into account cultural norms) to improve the quality of the service provided by their U.S. sales folks.
I think it's great.
Sure it's over the top (especially for non-Japanese), but it's quite traditional and elegant, which is what Luxury is all about. It's something you won't get everyday.
Sometimes, utmost Respect (albeit "fake" for the sake of business) is luxurious...
Sure it's over the top (especially for non-Japanese), but it's quite traditional and elegant, which is what Luxury is all about. It's something you won't get everyday.
Sometimes, utmost Respect (albeit "fake" for the sake of business) is luxurious...
Trending Topics
Lexus Test Driver
Joined: Jun 2006
Posts: 943
Likes: 0
From: NV
Great idea. Being in the real-estate biz identifying with your client and making them feel at ease is ALWAYS important. I've heard of realtors learning more about Fung Shui (sp?) to cater to buyers that follow hard. Its not what you say or show but its HOW you do it.
ClubLexus Stories
Celebrating Lexus & Toyota from Around the Globe
Lexus NX 350h: A Fuel-Sipping Secret Hot Hatch???
Michael S. Palmer
5 Best & 5 Worst Lexus Daily Drivers
Joe Kucinski
Top 5 Hottest Lexus & Toyotas in 2026 (Hardest To Buy)
Brett Foote
2026 Lexus IS 350 F Sport Review: The Last of Its Kind Still Rocks
Michael S. Palmer
Top 10 Most Confusing Things Lexus Has Ever Done!
Joe Kucinski
2026 Lexus ES Review: Lexus Re-Embraces Founding Principles
Michael S. Palmer
10 Lexus Bargains That are Cheaper Than a New Toyota RAV4
Joe Kucinski
8 Weirdest Things Lexus Has Ever Built
Verdad Gallardo
10 Lexus Designs That Have Aged Like Fine Wine
Verdad Gallardo
When serving customers coffee or tea, employees must kneel on the floor with both feet together and both knees on the ground.
Things move forward even in Japan. Why back then my ancestors would have been peasant farmers serving the Lords of Japan. Thank God those times are over.
Last edited by CK6Speed; Jul 14, 2007 at 02:48 AM.
Thread
Thread Starter
Forum
Replies
Last Post
DShiekhi
NX - 1st Gen (2015-2021)
4
May 27, 2015 08:37 AM
spwolf
Car Chat
22
Sep 7, 2014 07:28 PM
