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ACROSS
1. Where the all-new 2003 Matrix was
designed.
3. One way dealerships can improve cus-
tomer satisfaction 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 Matrix offers a wide array
of opportunities for accessorizing.
7. ____ are designed to protect vehicles
from accidental spills and scrapes, as
well as tracking in dirt and even leav-
ing fingerprints.
11. Customer Relations Representatives
used their ____ skills in the 2002 Camry
Walk Around Competition.
12. Overall,Toyota dealerships faired well
in the 2001 J.D. Power and Associates
____ Study.
DOWN
2. Three new courses from the University
of Toyota mark the first time training
has been tailored specifically to the
____.
4. The ____ ____ Event is an opportunity
to tell customers,“Thank you for your
business.”
5. The sportiest of the Matrix models.
8. ____ was created to speed deliveries to
dealerships,while becoming a crucial
distribution point for Toyota’s world-
wide efforts.
9. The new North American Parts Center in
Kentucky is capable of receiving or ship-
ping 30 truckloads of parts per ____.
10. The Matrix served as the official vehi-
cle of the 2001 Gravity____ in
Providence,Rhode Island.
the crossword
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rsports | puzzle | challenge | information | chatter | motorsports | puzzle | challenge | information | chatter | motorsports | puzzle | challenge | information | chatter | motorsports | puzzle | challenge | inform
fuel
The Challenge
#
3 Results
Responding to the “Challenge”is your chance to win one of three American
Express Gift Cheques.The Challenge is also our opportunity to show our apprecia-
tion.What’s more,dealership associates across the country can learn from the
first-place winner of the previous Challenge.We look forward to hearing from you!
RESULTS OF CHALLENGE #3
Challenge #3 featured customer Marvin McDonald who was on a road trip
when his vehicle’s check engine light illuminated. He went to the nearest
Toyota dealership where an ASM told him his vehicle was safe to drive. Unsure,
McDonald called his selling dealership. An
ASM there advised him to drive back to that
dealership. McDonald became upset for two
reasons:1) neither ASM assuaged his con-
cern about his vehicle; 2) he resented having
to cut his vacation short.
THE WINNERS
[1] First-place ($100):“The ASM at the serv-
icing dealership should have had a tech-
nician quickly hookup the Toyota scan
tool and retrieve the trouble code/coder.
With this information the ASM could
make a much stronger case as to
whether the vehicle was safe to drive or
not. The ASM could also document all
the findings on the customer’s copy of
the invoice so the selling dealer would
not have to duplicate the diagnosis
(copy of scan tool diagnosis read-out).
The selling dealer’s ASM should have asked the customer
what Toyota dealership he was at and who he was dealing
with there. He should have told the customer he would per-
sonally call the ASM of the servicing dealership so that he
could retrieve the codes and interpret them for the customer.
This would give the customer the feeling that his selling
dealership had his best interests in mind.This would also
help the customer feel that the selling dealer was always
there for him even on a trip! – Buddy Espinosa, PSD,Sauter
Toyota,Santa Fe,New Mexico.
[2] Second-place ($75):Suzanne Crawford,CRM and
Warranty Administration,Alan Jay Toyota,Sebring, Florida.
[3] Third-place ($50): Bryan Barcon, ASM,Toyota of Gastonia,
Gastonia, North Carolina.
Heritage
en•gauge is recognizing
the exceptional commit-
ment of those who have
been members of the
Toyota team for decades.
en•gauge magazine
recently talked with
Marion Haner,Personnel
Manager of Crown Toyota in Ontario,
California about being a woman in a tradi-
tionally male business for 35 years.
Mentoring is a big concept these days.Did mentor-
ing play an important role in your career?
“Definitely,but when I started, mentoring
really meant everyone working together and
sharing what they know.The original owner,
created a sense of family,which is the truest
definition of mentoring.When Mike Kahn
became general manager for the new owners
he also proved to be a wonderful leader, too.
Now I work with the young girls who are
starting out to keep the tradition going.”
It sounds like the leadership at Crown Toyota was
ideal for a woman ready to carve out a career.Was
there one person who was your role model?
“That’s easy.My role model was Bea Bradley,
the former business manager here.I grew up
under Bea’s tutelage in the early sixties. In
those days we did everything by hand. There
were no computers—information wasn’t
at our fingertips. Bea taught me a wonderful
work ethic and that learning every aspect
of the business was the way to become a
professional.”
What has been your biggest personal challenge of
being a woman in this field?
“Getting raises! Previously,if you were in
administration,where many women are,
you’re considered support staff. I’ve seen
changes in the past 10 or 15 years.The pay
and benefits are good.We’ve had women in
sales positions and in the finance depart-
ment.We had a lady mechanic and even a
lady service advisor who can out-write the
men.You can quote me on that.”
Crown Toyota of Ontario is an exceptional
dealership because women like Marion Haner
help make it so.Her 35 years of experience
will be passed along to others who recognize
that Marion’s humor,knowledge and com-
mitment are qualities that lead to success in
the automotive industry.
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Challenge
#
4
LIGHTS OUT…BUT FOR HOW LONG?
Customer Maria Mendoza brings her Toyota to your
dealership for scheduled maintenance.While performing
the routine services,the technician notices that the left
taillight lens is cracked and should be replaced. He
informs the ASM who contacts the parts department and
learns that the dealership doesn’t have the appropriate
lens in stock.
The ASM calls Mendoza to let her know that her vehicle
will be ready at the end of day.During the conversation,
the ASM explains the broken taillight
lens situation.He offers to order the lens
and have it available for installation the
following week.
Mendoza authorizes the order.The ASM
assumes that the part will arrive in a
short period of time and assigns an
appointment for the following week.
When Mendoza comes back to the dealer-
ship at her scheduled time to have the
lens installed, the part is still not available.
The inconvenience annoys and frustrates
her,and she considers the dealership at
fault.The ASM blames the parts depart-
ment for not obtaining the lens on time.
How could this situation have been avoided?
But since it occurred, what could the ASM have
done to alleviate it?
How should the ASM handle this customer issue now?
THE PRIZES AND RULES*
[1] First-place winner:$100.00. [2] Second-place winner:$75.00.
[3] Third-place winner: $50.00.
Your response should be no more than 75 words.You may reply
by mail using the en•gauge
reply card,by fax to en•gauge
at 310-974-5912 or by e-mail:
en-gauge@toyota.com.
Responses must be dated no
later than February 10,2002.
Responses will be judged on
their professionalism, creativity
and thoroughness.
the answers
EVEN ON A
VACATION THE
CUSTOMER
SHOULD FEEL
THAT THEIR
LOCAL SELLING
DEALERSHIP IS
STILL THERE
FOR THEM!
COULD A QUICK
CALL TO A BUSY
CUSTOMER
ALLEVIATE HER
FRUSTRATION?
>Attention Toyota
Parts Centers
* The first-place winner’s response will be
described in the next issue of en•gauge.
Submitting a response implies consent for
it to be published.We also reserve the
right to edit winning responses.
The TPC Direct Mail Program announces the
sweepstakes promotion for the direct mail
program.Increase customer traffic with the
TPC Direct Mail program’s quarterly mailers.
Toyota owners are sent a mailer with a
“match-to-win”number,encouraging them
to visit their Toyota TPC store. Sloane Toyota
in Glenside, Pennsylvania recently awarded
customer Albert Pressman $19,995 cash
(chosen over a 2002 Prius) for the winning
match in the Fall Great Green Giveaway
Sweepstakes. Following the fall event’s suc-
cess,a record number of dealers enrolled in
the Winter Sweepstakes,with a $10,000
cash giveaway.