Toyota matrix User Manual

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Plug into the Matrix

winter 2002

Maximizing Matrix

Tools for ASMs

Setting the Standard

Center of Success

Everyone Wins

 

en.gauge magazine

.

Volume 1 . winter 2002

editor

Terry Tekawa

managing editor

engauge

Elisa Liehr

copywriting and design

Uniting Toyota Professionals Towards Excellence

Liehr Marketing and

Communications

 

art director

 

Kathleen Kaiser

 

contributing departments

 

Accessory Sales and

table of contents

Marketing

Customer Relations

18

Field Operations

Fixed Operations

 

Personnel

 

Development

 

T-TEN/AYES/ATC

 

Parts and Service

 

Marketing

 

University of Toyota

11

20

FEATURES

4 Style. Space. Speed.

9 Maximizing Matrix

The all-new 2003 Toyota

The exciting Matrix accessory

Matrix leaps across conventional

lineup supports the active

product categories, offering

lifestyles of young buyers.

outstanding design, a high

 

level of performance, and the

 

versatility of an SUV—at an

 

affordable cost for young buyers.

 

11ASM 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.

DEPARTMENTS

Programs

14Setting the Standard

Image counts. Here are some easy ways to impress your customers and build enhanced customer satisfaction and retention.

16You’re Invited to…

The “Toyota Thanks You” Event is a program dedicated to increasing customer loyalty and retention while boosting dealership profits.

18Body Shop Bananza

Toyota Certified Collision Centers solve staffing shortages by connecting with graduates of a promising new training program.

Customer Relations

Parts

20

Earning Lifetime

24 Center of Success

 

Loyalty

A new parts center in

 

A recent J.D. Power &

Kentucky is Toyota’s

 

Associates study

largest and will help

 

points to several areas

get orders to dealer-

 

where Toyota dealer-

ships quicker.

 

ships can improve

Fuel

 

their service.

22

Everyone Wins

26 The Crossword Puzzler,

The Challenge and

 

Representatives show-

Heritage.

 

cased their product

 

 

knowledge and selling

 

skills at the recent 2002 Camry Walkaround Competition.

Special thanks to Gibson Musical

Instruments for loaning en•gauge

magazine

Les Paul Studio guitars for use in this edition.

1

©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

University of Toyota mission—focus on continuously improving associate and dealer performance through lifelong learning.

Customer-Focused Lifelong Learning

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. Bryan Bergsteinsson 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

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2 0 0 3 T O Y O T A M A T R I X

Style. Space. Speed.

Spirited sports car performance. Exceptional utility. Compact affordability.

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.

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Toyota matrix User Manual
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

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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 pro-

 

duced 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 belt-

 

line 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 pro-

 

jects 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

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

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.

> 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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> volume—and surpasses almost all of its competi-

page

tors in rear-seat fold-down attributes.

from

Rated number one in a recent marketing clinic

continued

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—includ-

 

ing 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 cus-

 

tomers,” says Williamsen. “What is certain, however,

 

is that the Matrix will attract a tremendous range of

 

people, from recent college graduates, to older con-

 

sumers who enjoy a younger lifestyle. To ensure

 

Toyota associates are ready, we have the traditional

 

variety of training activities, as well as plenty of up-

 

front 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” accessi-

 

ble 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 con-

 

sumer 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 produc-

 

tion,” 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. e

Distinctive and

futuristic, the

interior and

exterior design

of the Matrix

projects an

unquestionably

youthful image.

2 0 0 3 T O Y O T A M A T R I X

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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