Chapter 7: DEALlNG WlTH CUSTOMERS

The dealers have almost no link with the sales and marketing divisions. The dealers
skills lie in persuasion and negotiation.
In the Japanese system,the salesperson doesn t need to discount the product in
order to get rid of a car that the customer would rather not have, the aim is to
maximize the stream of income from a customer over the long term.

Chapter 10:COMPLETING THE TRANSITION

Mass producers need lean competitors located across the road
Western producers need a better system of industrial finance, to turn these large
companies around.
Never to vary the work pace.
Western companies will need to embrace the concept of reciprocal obligation.