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gauge magazine
Volume 1
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winter 2002
editor
Terry Tekawa
managing editor
Elisa Liehr
copywriting and design
Liehr Marketing and
Communications
art director
Kathleen Kaiser
contributing departments
Accessory Sales and
Marketing
Customer Relations
Field Operations
Fixed Operations
Personnel
Development
T-TEN/AYES/ATC
Parts and Service
Marketing
University of Toyota
Uniting Toyota Professionals Towards Excellence
©2002 Toyota Motor Sales, U.S.A., Inc. Toyota en•gauge magazine is published quarterly for Toyota dealership professionals by Parts and Service Marketing,Toyota Customer Services of Toyota Motor Sales,U.S.A., Inc.
Address correspondence and inquiries to: en•gauge,Toyota Motor Sales, U.S.A., Inc.,19001 S.Western Ave., H210,Torrance, CA 90509-2991 or e-mail en-gauge@toyota.com
11
20
FEATURES
18
table of contents
4 Style. Space. Speed.
The all-new 2003 Toyota
Matrix leaps across conventional
product categories, offering
outstanding design, a high
level of performance, and the
versatility of an SUV—at an
affordable cost for young buyers.
9 Maximizing Matrix
The exciting Matrix accessory
lineup supports the active
lifestyles of young buyers.
11 ASM Tools
The University of Toyota intro-
duces three new courses
designed specifically to provide
ASMs with the tools they need to
enhance communications, maxi-
mize their time and boost sales.
Programs
14 Setting the Standard
Image counts. Here are
some easy ways to
impress your cus-
tomers and build
enhanced customer
satisfaction and
retention.
16 You’re Invited to…
The “Toyota Thanks
You”Event is a program
dedicated to increasing
customer loyalty and
retention while boost-
ing dealership profits.
18 Body Shop Bananza
Toyota Certified
Collision Centers solve
staffing shortages by
connecting with grad-
uates of a promising
new training program.
Customer Relations
20 Earning Lifetime
Loyalty
A recent J.D. Power &
Associates study
points to several areas
where Toyota dealer-
ships can improve
their service.
22 Everyone Wins
Representatives show-
cased their product
knowledge and selling
skills at the recent
2002 Camry Walk-
around Competition.
Parts
24 Center of Success
A new parts center in
Kentucky is Toyota’s
largest and will help
get orders to dealer-
ships quicker.
Fuel
26 The Crossword Puzzler,
The Challenge and
Heritage.
DEPARTMENTS
Each new model introduction opens the door of opportunity for building relationships with
a new generation of Toyota customers. Accordingly, the imminent launch of the 2003 Matrix
underscores the importance of ensuring that every Toyota associate has the skills to address the
many needs of our customers.
A new model launch also points to our University of Toyota mission, which focuses on continu-
ously improving associate and dealer performance through lifelong learning. To achieve this mis-
sion, we provide learning that addresses business needs, measures results, supports individual
growth and is accessible. The key to each of these learning elements is providing all students
with exceptional value for time spent in the classroom. That value is derived from supplying new
skills that can be taken back and used at your dealership. These skills improve how you do your
job as well as enhance your ability to understand and address the many needs of your customers.
This issue of
en•gauge features three new one-day ASM courses, each with a distinct customer
focus in approaching specific steps of the service process. To ensure this customer focus and
meet the distinctive educational needs of ASMs, the courses were developed with input from
Toyota customers, dealer associates and field personnel. Each course emphasizes relevant ASM
skills such as: interpersonal, organizational/time management, communications and customer-
focused selling.
The bottom line is that education pro-
vides ASMs with tools that make their job
easier to do and more rewarding. Improving
the ASM’s efficiency and productivity also
improves the entire service process, which
enhances the customer’s experience and
increases overall customer satisfaction.
I urge all ASMs to take advantage of
these new opportunities to hone your skills
and develop your talents. And I encourage
every Toyota associate to renew your per-
sonal commitment to continued profes-
sional growth through lifelong learning.
Whether it’s improving our skills through
a new course or the lessons that can be
learned from each new customer who walks
through the door, lifelong learning is some-
thing we should all be thinking about—and
can benefit from on a daily basis.
Bryan Bergsteinsson
Group Vice President,
University of Toyota
1
Customer-Focused Lifelong Learning
Bryan Bergsteinsson
University of Toyota mission—focus on continuously improving
associate and dealer performance through lifelong learning.
Special thanks
to Gibson Musical
Instruments for
loaning en•gauge
magazine
Les Paul Studio guitars
for use in this
edition.