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winter 2002
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en gauge
Maximizing Matrix
Plug into
Tools for ASMs
Setting the Standard
the Matrix
Center of Success
Everyone Wins
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. en gauge magazine . Volume 1 winter 2002 University of Toyota mission—focus on continuously improving editor associate and dealer performance through lifelong learning. Terry Tekawa . managing editor Elisa Liehr en gauge copywriting and design Liehr Marketing and Uniting Toyota Professionals Towards Excellence Communications art director Kathleen Kaiser Customer-Focused Lifelong Learning contributing departments Accessory Sales and Each new model introduction opens the door of opportunity
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2003 TOYOTA MATRIX Style.Space.Speed. Spirited sports car performance. Exceptional utility. Compact affordability. The strengths of many vehicle segments now intersect in a single, strikingly original package that leaps across conventional product categories. Make room for the all-new personality-packed 2003 Matrix, arriving in dealership showrooms in February 2002. Extraordinarily versatile, the Matrix aims squarely at the tastes and lifestyles of a diverse group of young—and young-at-
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> The Dimensions: To that end, Toyota’s CALTY Design Studio in Newport Beach, the Matrix is only the beginning. Built for active lifestyles, the Motor Sales, U.S.A., Inc. “Forty-seven percent of buyers will be > 2003 Matrix California was assigned the challenge of rendering a fresh new Matrix offers standard seating for five and exceptionally versatile young families wanting the affordable utility offered by our stan- Overall Length 171.3 in. take on the basic SUV configuration of “four-doors-
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> 2003 TOYOTA MATRIX Maximizing Matrix volume—and surpasses almost all of its competi- “The Matrix also establishes a strong Web pres- > tors in rear-seat fold-down attributes. ence on interactive music-oriented sites,” contin- Built for active lifestyles, the Matrix is remarkably versatile with Rated number one in a recent marketing clinic ues Higgins. “The sites include a virtually seamless many exciting accessory options to choose from. It’s an entirely over the Chrysler PT Cruiser, Ford Foc
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>Additional Accessory Enhancements An Ashtray is available as a dealer-installed accessory for cus- Heavy-duty and dirt-blocking Mudguards help protect rocker, > tomers who want the convenience of a built-in ashtray that com- door and quarter panels from splatters, as well as damage from plements the dash. road debris. Durable, resilient molded rubber construction helps The Auto-Dimming Mirror helps regulate the effect of oncoming retain shape for lasting good looks and vehicle protection. light
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can lose sight of “Developed after a compre- of sitting and lis- > New ASM Courses at a Glance during the course hensive assessment, these tening. Instead, it of a day.” courses were done to find out was fast-moving To provide maximum flexibility in scheduling, each of the following three new courses has been designed for independent delivery, none assuming Does that mean the others as prerequisites. For more information, check with your District Service and Parts Manager or regional office. exa
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departments programs Interior Protection Products Setting the Standard Items such as steering wheel covers, merchandise Distinguish bags and seat protectors can be purchased from Simple Steps for Big Results Plastical Industries at 1-800-527-6283. yourself from aftermarket onsumers form impressions outlets that when they visit a business Dressed for Success C establishment. They notice may not To purchase dress for success clothing, the “big” things—the way they’re contact Automotive Marketing h
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departments programs “We’ve had new car care clinics here for about twelve years, but the ‘Toyota Thanks You’ program has definitely elevated our presentation to a higher THE “TOYOTA THANKS level. We use all the materials—from invitations, signage and posters, to name tags, tracking reports YOU” EVENT AIDS IN and the opening video. Customers are definitely impressed with the presentation and always learn new-owner event attendees DEVELOPING DEALER- something new.” visiting the dealership at leas
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departments programs certification in Damage Analysis and Estimating. They For their part, dealerships get >Reaching also are ASE-certified in the following areas: the opportunity to hire skilled [1] Paint and Refinishing employees who have complet- Out to High [2] Non-Structural Analysis and Damage Repair ed a comprehensive curriculum [3] Structural Analysis and Damage Repair and are I-CAR-and Toyota-certi- Schools [4]Mechanical and Electrical Components fied. In addition, dealerships While the
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departments customer relations Earning Lifetime Loyalty Survey points to several opportunities for improvement oyota service customers say dealerships do many things well. Associates Customer Satisfaction Index (CSI) Study. Toyota’s rank im- Determining whether the areas of concern apply to your dealership—and That’s the good news; however, there are several areas that still proved five positions over last year, up to 19th place overall in 2001. taking steps to rectify them when they do—is the k
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departments customer relations >Six Points Contestants highlighted the Camry’s numerous attributes using Toyota’s six-point walk- WHEN TOYOTA INTRODUCES AN IMPORTANT NEW VEHICLE, around, including: Left Front— 10 CUSTOMER RELATIONS REPRESENTATIVES ARE SELECTED TO styling, aerodynamics and safety; Front—engine/drive- PARTICIPATE IN A WALK-AROUND COMPETITION. ASSOCIATES train, ease of maintenance and warranty; Right Side— COMPLETE INTENSE PRODUCT KNOWLEDGE TRAINING, STUDY steering/suspension, bo
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departments parts Center of Success Giant new parts facility keys distribution improvements well as from Toyota’s IT’S AS BIG AS 18 FOOTBALL FIELDS AND COULD PROVIDE PARKING FOR 8,700 Georgetown, Kentucky plant which produces Avalons, CAMRYS. BUT THIS IS NO PARKING LOT. INSTEAD, IT’S THE NORTH AMERICAN Siennas and Camrys. The parts PARTS CENTER, KENTUCKY (NAPCK), WHICH WAS CREATED TO SPEED DELIVER- range from small nuts and bolts to fenders, bumpers and IES OF NORTH AMERICAN-PRODUCED PARTS TO D
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rsports | puzzle | challenge | information | chatter | motorsports | puzzle | challenge | information | chatter | motorsports | puzzle | challenge | information | chatter | motorsports | puzzle | challenge | inform 12 234 # Challenge 4 Heritage LIGHTS OUT…BUT FOR HOW LONG? 4 5 5 en•gauge is recognizing Customer Maria Mendoza brings her Toyota to your COULD A QUICK the exceptional commit- 7 6 dealership for scheduled maintenance. While performing fuel ment of thos
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Parts and Service Marketing Toyota Customer Services
