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Toyota matrix manual

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Table of contents for the manual

  • Page 1

    winter 2002 en • g aug e Maximizing Matrix T ools f or ASMs Setting the Standard C en ter of Success E v ery one Wins Plug int o the Matrix[...]

  • Page 2

    2 en • gauge en • gauge 3 en . gauge en . gauge magazine V olume 1 . winter 2002 editor T erry T ekawa managing editor Elisa Liehr copywriting and design Liehr Marketing and Communications art director Kathleen K aiser contributing departments Accessory Sales and Marketing Customer Rela tions Field Oper ations Fixed Oper ations Personnel Develo[...]

  • Page 3

    St y l e . Space . S p eed . The strengths of many vehicle s egments 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 [...]

  • Page 4

    > continued from page 4 T o that end, T oyota’ s CAL TY Design Studio in Newport Beach, California was assigned the challenge of rendering a fresh new take on the basic SUV configuration of “four -doors-and-a-hatch.” With a styling theme of “Street-Performance Utility ,” CAL TY pro- duced a no-compromise design that emphasizes sportine[...]

  • Page 5

    volume—and surpasses almost all of its competi- tors in rear -seat fold-down attributes. Rated number one in a recent marketing clinic over the Chrysler PT Cruiser , Ford Focus, V olkswagen Golf and Honda CR-V , early reports from consumers indicate these Matrix differences are apparent. There are additional competitors on their way for the 2003 [...]

  • Page 6

    An Ashtray is av ailable as a dealer-installed accessory f or cus- tomers who want the conv enience of a built-in ashtr ay that com- plements the dash. The Auto-Dimming Mirror helps regulate the eff ect of oncoming lights from the rear to enhance driving comfort, safety and con- venience. In addition to the auto- dimming fea ture, the mirr or dis- [...]

  • Page 7

    12 en • gauge Course I: ASMs in the Service Pr ocess This course is an ov erview of the 7-step service process. Through activity-based, small-group role-pla ys, ASMs interact throughout the day and practice these skills: [ 1 ] W riting repair orders that meet the needs of the customer and technician [2] Managing multiple customers [3] Explaining [...]

  • Page 8

    en • gauge 15 depar tments pr ograms 14 en • gauge onsumers form impr essions when they visit a business establishment. They notice the “big” things—the wa y they’ re treated, the merchandise and the prices. But they also notice “smaller” things, like the appearance of per- sonnel and the attention to neat- ness and care. Y et, thes[...]

  • Page 9

    “W e’ve had new car care clinics her e for about twelve years , but the ‘T oyota Thanks Y ou’ program has definitely elev ated our presenta tion to a higher level. We use all the materials—from in vitations, signage and posters, to name tags, tracking reports and the opening video. Customers are definitely impressed with the presen tation[...]

  • Page 10

    certification in Damage Analysis and Estimating. They also are ASE-certified in the following ar eas: [1] P aint and Refinishing [2] Non-Structural Analysis and Damage R epair [3] Struc tural Analysis and Damage R epair [4] Mechanical and Electrical Components FIVE YE ARS I N ONE The progr am is intended to provide benefits to both participants and[...]

  • Page 11

    en • gauge 21 20 en • gauge depar tments customer rela tions oyota service customers say dealerships do many things well. That’ s the good news; however , there ar e sever al areas that still need to be improved, according to a recent survey . Customers waiting too long to be served and ASMs failing to properly e xplain repairs ar e examples [...]

  • Page 12

    “Being in the spotlight was definitely a big change from talking to customers over the phone,” says Jennifer Harb, Customer Rela tions Repr esentativ e, who captur ed first- place. “It was a grea t experience that will make taking calls about the new Camry easy , because I won ’t have to run to pull informa tion from our technical resources[...]

  • Page 13

    en • gauge 25 24 en • gauge depar tments parts ully opera tional as of September 2001, the mam- moth $65 million parts facil- ity off ers some impressive sta tis- tics: The 843 ,000-square-f oot cen- ter is T oyota’ s largest parts pro- curement and distribution f acility under one roof . It houses 25,000 part numbers and has three mil- lion [...]

  • Page 14

    12 23 4 5 6 7 5 7 8 9 11 12 10 78 9 10 4 ACRO SS 1. Where the all-new 2003 Matrix was designed. 3. One wa y dealerships can improve cus- tomer satisf action is ensuring the ____ -dealership experience provides the comfort and amenities that show the customer’ s time and business is valued. 6. The unique ____ floor sliding track sys- tem of the Ma[...]

  • Page 15

    Parts and Service Marketing T oyota Customer Services[...]