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onsumers form impressions
when they visit a business
establishment.They notice
the “big” things—the way 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.Yet, these smaller
things aren’t small; they can have
a significant impact on customers’
perceptions.
This is particularly true in the
automotive industry where cus-
tomers are entrusting perhaps their
most prized possession to a dealer-
ship for service and parts.
Customers want absolute profes-
sionalism from the people serving
and performing the work for them.
Here are three easy ways to instill
confidence and brand recognition
to help keep your service and
parts customers coming back to
your dealership.
DRESSED FOR SUCCESS
Staff uniforms communicate the
professional, positive image Toyota
customers expect. They’re avail-
able from two sources, both of
which build brand identity and
customer trust:
Red Kap Industries manufactures
Image USA Uniforms for sale to
rental laundries nationwide.These
laundries make the uniforms avail-
able for rental or purchase by Toyota
dealers.The garments are intended
for use by all service and parts man-
agement and staff.
To order,contact your local rental
laundry service.The Toyota Uniform
Program brochure is available from
the Material Distribution Center
(M/N 00405-20134-96) and features
photos of many of the garments.
Automotive
Marketing
Associates pro-
duces selected
items for purchase
by Toyota dealers,
including ties,belts,
slacks, ASM jackets,
and dress and polo shirts.
To purchase,contact
Automotive Marketing
Associates at 1-888-242-7636.
SAFEGUARDS FOR SATISFACTION
Using vehicle protection products
during service work increases cus-
tomer satisfaction and retention.
Toyota Interior Protection Products
(TIPP) are designed to protect vehi-
cles from accidental spills and
scrapes, as well as tracking in dirt
and even leaving fingerprints.
Imprinted with the Toyota logo,
these products also enhance
brand identity, something
clear plastic articles can’t
provide.Seat protectors,
floor mats, steering wheel
covers,Toyota parts bags
for use in your retail
parts center,and more
are available.
The products and
a descriptive
brochure are avail-
able from Plastical
Industries at 1-800-527-6283.
COMPREHENSIVE VEHICLE INSPECTIONS
Another excellent way to instill
trust and customer retention is to
conduct service clinics and use
the Toyota Quality Inspection
Form,available from the MDC
(M/N 00422-quali-inspe).This
handy tool makes it easy for ASMs
and technicians to deliver consis-
tent Toyota service quality.
DISTINGUISH YOURSELF
These products are proven opportu-
nities to enhance customer satisfac-
tion and retention as well as brand
recognition.Distinguish yourself from
aftermarket outlets that may not
have a cohesive look and image.Take
these simple steps to impress your
customers now!
Setting the Standard
Simple Steps for Big Results
>Dealer
Daily,
Parts and
Service
Marketing
Directory
For more information,
visit Dealer Daily, Parts
and Service Marketing
Directory.You’ll find
descriptions of all pro-
grams available to dealers
to increase sales,prof-
itability,and customer
satisfaction and retention.
C
e
Distinguish
yourself from
aftermarket
outlets that
may not
have a
cohesive
look and
image.
Dressed for Success
To purchase dress for success clothing,
contact Automotive Marketing
Associates at 1-888-242-7636.
Technician Shirts
and Pants
ASM Shirts
and Pants
Interior Protection Products
Items such as steering wheel covers,merchandise
bags and seat protectors can be purchased from
Plastical Industries at 1-800-527-6283.