Toyota matrix User Manual

winter 2002

en•gauge

Maximizing Matrix

Tools for ASMs

Setting the Standard

Center of Success

Everyone Wins

Plug into

the Matrix

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en.gauge

en.gauge magazine

Volume 1 .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

FEATURES

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 introduces three new courses designed specifically to provide ASMs with the tools they need to enhance communications, maximize their time and boost sales.

Programs 14 Setting the Standard

Image counts. Here are some easy ways to impress your customers 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 boosting dealership profits.

18 Body Shop Bananza

Toyota Certified Collision Centers solve staffing shortages by connecting with graduates 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 dealerships can improve their service.

22 Everyone Wins

Representatives showcased their product knowledge and selling skills at the recent 2002 Camry Walkaround Competition.

Parts 24 Center of Success

A new parts center in Kentucky is Toyota’s largest and will help get orders to dealerships 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 continuously improving associate and dealer performance through lifelong learning. To achieve this mission, 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 customerfocused selling.

The bottom line is that education provides 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 personal commitment to continued professional 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 something we should all be thinking about—and can benefit from on a daily basis.

Bryan Bergsteinsson Group Vice President, University of Toyota

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.

Style. Space.S peed.

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-heart—buyers.

With a decline in wagons and hatchbacks and the emergence of the SUV, the

Matrix reflects distinct market trends in the subcompact segment over the last decade.

continued on page 6>

2003 TOYOTA MATRIX

Spirited sports car performance. Exceptional utility. Compact affordability.

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To that end, Toyota’s CALTY 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,” CALTY produced a no-compromise design that emphasizes sportiness, while maintaining the image and reality of true utility. Designers also capitalized on recent advances in metal stamping techniques to create unique web-like body panels, with detailing that integrates sharp surface edges and rounded contours for strong, flowing character lines.

A joint project with General Motors, the Matrix shares the same basic design concept as the upcoming Pontiac Vibe, Matrix’ most recent direct competitor. (The Toyota/GM partnership began in December of 1984 with the jointly established New United Motor Manufacturing, Inc. [NUMMI] in Fremont, California.)

Sporting a wedge shape, backward-sloping roofline and a beltline that rises from front to rear, the Matrix is distinct from the Vibe with greenhouse glass continuing beyond the C-pillars to the back end.

Distinctive and futuristic, the exterior design of the Matrix projects an unquestionably youthful image. But the visual appeal of

the Matrix is only the beginning. Built for active lifestyles, the Matrix offers standard seating for five and exceptionally versatile utility. The front passenger seat and the second-row seats fold flat to extend storage capability, creating an expansive cargo area. A standard cargo floor sliding track system will let Matrix owners load and unload with ease. Cargo nets are standard too, further maximizing storage versatility. In addition to the adaptability and capacity of an SUV, Matrix also provides the interior space, head room and comfort of a five-passenger vehicle.

POSITIONED TO PLEASE

“Our objective is to build an aggressive position for Matrix as a ‘category buster’ that’s distinguished by three distinctively targeted model grades,” says Mary Rose, National Manager, Vehicle Operations Car Group, Toyota

Motor Sales, U.S.A., Inc. “Forty-seven percent of buyers will be young families wanting the affordable utility offered by our standard grade. We anticipate another forty-four percent of buyers to select the more expressive, well-appointed Matrix XR, which targets young couples who lead an active lifestyle and want a vehicle that reflects their personality.”

The sportiest of the Matrix models, the XRS grade, is expected to attract a significantly larger percentage of singles and males than the other two grades. With a more spirited, aerodynamic appearance, it features color-keyed front/rear spoilers and side rocker panels, groundeffects styling, and 17-inch wheels and tires. Definitely trendsetting and a head-turner, the XRS is targeted to entice approximately nine percent of Matrix buyers with its fun-to-drive, powerful personality.

Beyond the broad array of emotions, images and personalities presented by the trio of model grades, this versatile vehicle offers buyers even more opportunities to select the Matrix configuration that suits them best. For example, the standard and XR grades will be offered with a choice of either front-or four-wheel drive; and either a five-speed manual or electronically controlled automatic four-speed transmission.

The standard Matrix engine is the 130-horsepower four-cylinder found in the Corolla, featuring Toyota’s VVT-i (Variable Valve Timing with intelligence) technology and Ultra Low Emission Vehicle (ULEV) certification. The front-wheel drive Matrix XRS shares the same six-speed manual transmission and VVTL-i (Variable Valve Timing and Lift with intelligence) engine that’s in the Celica GT-S, producing 180 horsepower at 7,600 rpm and 130 lb.-ft. of torque at 6,800 rpm.

FOCUSING ON THE DIFFERENCES

“This is the first time Toyota’s offered a car with this much character and fun-to-drive quotient that’s affordable for young buyers,” says Paul Williamsen, Manager, Toyota Product Curriculum Development, University of Toyota. “There’s no other car quite like it. And that’s the key to our training: helping associates focus on what’s different about Matrix and the people who will buy it.

“A lot of manufacturers are entering the arena with alternative body styles, largely based on the platforms they have available to work on,” continues Williamsen. “Matrix rides on a platform similar to the Corolla, which helps ensure the affordability that’s key to the Matrix formula for success.”

With the most direct competition from the Pontiac Vibe, the lines begin to blur with other cross-category products that offer sport, but compromise utility, or provide outstanding utility, yet compromise style. The Mazda Protegé 5, for instance, rides on a wagon platform and can’t compete with Matrix styling. And with its retro look, the Chrysler PT Cruiser has a completely different personality from the fun, futuristic feel of the Matrix. In addition, the Matrix leads the PT Cruiser on cargo area

> The Dimensions:

2003 Matrix

Overall Length 171.3 in. Width 69.5 in. Height 61.4 in. Wheelbase 102.4 in. Head Room 40.6/39.8 in.

(front/rear) Leg Room 41.7/35.4 in.

(front/rear) Shoulder Room 53.2/52.5 in.

(front/rear) Hip Room 51.3/51.7 in.

(front/rear) Interior Volume 118.0 cu. ft. Cargo Volume 21.8 cu. ft.

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Brimming with interior function and flexibility including a front power outlet—Matrix adapts with ease to owners active lifestyles.

volume—and surpasses almost all of its competitors in rear-seat fold-down attributes.

Rated number one in a recent marketing clinic over the Chrysler PT Cruiser, Ford Focus, Volkswagen 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 model year as well—including the Honda MAV, Hyundai Mini MPV and the Daewoo Tacuma— but the Matrix is beating them to market and to customers.

“It’s not yet clear which of the cross-category configurations will ultimately win the hearts of customers,” says Williamsen. “What is certain, however, is that the Matrix will attract a tremendous range of people, from recent college graduates, to older consumers who enjoy a younger lifestyle. To ensure Toyota associates are ready, we have the traditional variety of training activities, as well as plenty of upfront information accessible through Dealer Daily, which includes product features, specifications, benefits and key competitors.”

READY, SET…

And dealerships will have plenty to be ready for. Since the Matrix made its first public debut to rave reviews at the January 2001 Detroit Auto Show, a flurry of pre-launch activity was put in motion, beginning with an interactive “micro-site” accessible through Toyota.com or IsThisToyota.com.

“This is a vehicle with broad audience appeal,” says Kevin Higgins, National Truck Advertising Manager, Toyota Motor Sales, U.S.A., Inc. “Although we’ll be primarily targeting the youth market, we’re mindful of not alienating other markets. And the micro-site enables us to cultivate a broad consumer interest.”

Web site activity, according to Higgins, stepped up in October 2001 with a music/video mixer sweepstakes. “We provide Matrix footage and still images, as well as film treatments and lifestyle images for entrants to use in their video production,” he says. “Users can then vote online for the best videos and one lucky winner will receive a brand-new Matrix.

“The Matrix also establishes a strong Web presence on interactive music-oriented sites,” continues Higgins. “The sites include a virtually seamless interface to our music/video mixer site, helping to increase awareness and capture consumer contact information. Street marketing teams dispatched to locations like concerts, clubs and college campuses further enhance awareness, where we can distribute Matrix information and our Web address. We also ran a high action pre-launch commercial announcing Matrix on 6,000 theater screens across the country, again with a goal of driving people to our Web site.”

In addition, Matrix was the official vehicle for the 2001 Gravity Games in Providence, Rhode Island. This year’s event featured 250 athletes from 17

countries, competing in 16 extreme events including street luge, wakeboarding, downhill skateboarding and freestyle motocross. Toyota’s event presence included on-site access to the Matrix micro-site. Moreover, an edited version of the Matrix theater video was featured on NBC broadcasts of the Gravity Games.

If you happen to pick up a copy of the

Sport

Compact Car magazine this month, you’ll find

Matrix—in all its modified splendor—on the cover. This decidedly accessorized Matrix was on display at the fall SEMA (Specialty Equipment Manufacturer’s Association) Convention in Las Vegas, Nevada. Look to the article, “Maximizing Matrix,” for available accessories and features of the Matrix.

Maximizing

Matrix

Built for active lifestyles, the Matrix is remarkably versatile with many exciting accessory options to choose from. It’s an entirely new breed of vehicle that combines sleek styling with multipurpose functionality and is customizable to individual tastes. In other words, the Matrix is whatever you want it to be.

Attention sales consultants, ASMs and parts specialists: The Matrix’ rear cargo area was specifically designed to accommodate a variety of accessories that complement the active lifestyles of young Matrix buyers.Take a look!

THE MATRIX TRACK SYSTEM

The new Track System was developed especially for the Matrix and offers a wide array of opportunities for accessorizing. Special tracks span the floor of the cargo area and travel up the back of the rear seats. When the rear seats are folded flat, the tracks are also flat, maximizing the vehicle’s cargo area and utility.Tie-down knobs ease the transition from one accessory configuration to another. Available accessories include:

• Cargo Net. Don’t you hate it when your stuff rolls around while you’re driving? The Cargo Net is your answer—it’s easy to install and even easier to use.

• Rear Seat Storage Bag with First Aid Kit. Saddlebag storage pockets attach to the back of the rear seats. One side comes with a Toyota first aid kit. The other large pocket provides additional storage. It attaches to the Matrix Track System for ease of installation.

• Pet Screen.* Perfect for those days when you want to keep Fido in his seat, this screen attaches to the Matrix Track System for easy installation.

• Removable Tailgate Table.* This multifunctional platform can be used in the vehicle as a cargo tray attached to the Matrix Track System, allowing it to slide in and out for assistance in loading or unloading (100 lb. capacity).The cargo tray has built-in tie down knobs and spider net to keep your valuables in place while driving. It converts into a table; simply remove the tray and attach the legs. In seconds you have a table with four built-in drink holders.

It’s perfect for picnics, tailgating, hobbies and anything else you can think of.

Note:* Additional accessories are being explored to take advantage of the Matrix Track System and may differ from pictured.

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Distinctive and

futuristic, the

interior and

exterior design

of the Matrix

projects an

unquestionably

youthful image.

2003 TOYOTA MATRIX

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