2024 TDPR Dealer Assessment #2

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Doors Open Date

  Date

Exterior

• 1. 9B. Dealer Entrance: Do customers easily get in line for parking or service lane without waiting?

  Yes

  No

  N/A

• 2N. Dealer Entrance: Is there any directional sign for customer parking and service lane?

  Yes

  No

  N/A

• 3N. Dealer Entrance: Is the entrance free of non-Toyota/Lexus tents and Point of Purchase (POP) materials? Is there an overwhelming amount of non-Toyota/Lexus signage or other promotional materials?

  Yes

  No

  N/A

• 4. 1B. Image II Toyota/Vision Lexus: Is the building with the newest IMAGE II/Vision portal, ACM, pylon, signage?

  Yes

  No

  N/A

• 5. 3&4B. Image II Toyota/Vision Lexus: What is the overall condition of the portal and the ACM? Is it clean and free of streaks, mold, dirt, dents? Are all panels attached correctly?

  Good

  Fair

  Poor

  N/A

• 6. 2B. Pattison Signage: What is the overall condition of the pylon and other signage under the lease agreement with Pattison? (e.g., directionals, dealer’s name, Toyota/Lexus logos, service drive letters, and other building signage) Are they free of debris, spider webs, bird nests, dirt, etc.?

  Good

  Fair

  Poor

  N/A

• 7. 2B. NO Pattison Signage: What is the overall condition of the building signage that is NOT under a lease agreement with Pattison? (e.g., two-pole pylon, canvas, dealer’s name, Toyota/Lexus logos, service drive letters, etc.) Are they free of debris, spider webs, bird nests, dirt, etc.? Is the canvas torn?

  Good

  Fair

  Poor

  N/A

• 8. 5B. Signage: Is all building signage (e.g., Toyota/Lexus logos, dealer’s name, service drive letters, etc.) illuminated at night?

  Yes

  No

  N/A

• 9. 7B. Building: What is the overall condition of the building exterior, including paint? (e.g., not faded, chipped, peeling, caulking of joints, etc.) Is the building free of debris, bird nests, spider webs, mold, etc.?

  Good

  Fair

  Poor

  N/A

• 10. 11B. Customer Waiting Area: Is there an outdoor waiting area for customers? Is it clean, well-maintained, and free of debris?

  Yes

  No

  N/A

• 11. 6B. Customer Parking: Is the parking lot in good condition? (e.g., floor, landscaping, etc.) Are the yellow stripes and wheel stop paint in good condition? Is it clear of trade-in vehicles or any other dealership-related obstacles? Are the site lighting and poles in good condition and operational?

  Good

  Fair

  Poor

  N/A

• 12. 10B. Customer Parking: Is there any handicapped parking that is properly identified with the universal symbol and located in the customer parking area? Is the paint in good condition?

  Yes

  No

  N/A

• 13. 8B. Customer Parking: Is the customer parking clearly identified? Are there wheel stop signs, ground signs, or fence signs?

  Yes

  No

  N/A

• 14. 36B. Customer Parking: Is there a service Electrical Vehicle (EV) charger installed? Is it working properly?

  Yes

  No

  N/A

• 15. 6B. Employee Parking: Is the parking lot in good condition? (e.g., floor, landscaping, etc.) Are the yellow stripes and wheel stop paint in good condition? Is it clear of trade-in vehicles or any other dealership-related obstacles? Are the site lighting and poles in good condition and operational?

  Good

  Fair

  Poor

  N/A

Parts & Service

• 16. 12B&25B. Service Drive: Do you feel welcome upon entering the service drive? Is there a clear flow for customers to proceed through the process?<br>If applicable, are the In/Out (Red/Green) lane indicators in good condition and functioning properly?

  Good

  Fair

  Poor

  N/A

• 17. 12B. Express Maintenance (TXM) Service Drive: Is the TXM service lane easily identifiable and clear for customers to proceed? Does it have an appropriate traffic flow to avoid stuck vehicles or accidents? If applicable, are the In/Out (Red/Green) lane indicators in good condition and functioning properly?

  Good

  Fair

  Poor

  N/A

• 18. 26B. Service Drive: Is the floor in good condition (e.g., well-painted, clean, free of debris, etc.)? Are there yellow stripes (e.g., traffic flow lanes, fire lanes, pedestrian walkways, loading zones, etc.) to prevent accidents and ensure accessibility?

  Good

  Fair

  Poor

  N/A

• 19. 27B. Service Drive: Is the ceiling in good condition (e.g., free of bird nests, spider webs, rust, etc.)? Is the lighting operational, clean, and in good condition?

  Good

  Fair

  Poor

  N/A

• 20. 24B. Parts Receiving Area (Drop Box): Is the night receiving area (Drop Box) clearly marked and in good condition? Are the parts protected from rain, sun, and other elements?

  Good

  Fair

  Poor

  N/A

• 21. 28B. Service Advisors (ASM) Stations: Are the ASM stations (furniture & fixtures) clean, neatly organized, and in good condition?

  Good

  Fair

  Poor

  N/A

• 22. 29B. Service Advisors (ASM) ID: Do ASM desks have name plates, and/or do the ASMs wear name tags?

  Yes

  No

  N/A

• 23. 30B. Service Advisors (ASM) Stations: Is the customer’s Personally Identifiable Information (PII) kept out of view?

  Yes

  No

  N/A

• 24. 31B. Service Entrance: Are the entrance doors and windows clean and free of handprints, grease, spider webs, and dirt?

  Good

  Fair

  Poor

  N/A

• 25N. Service Entrance: Is there an overwhelming amount of Point of Purchase (POP) signage or other promotional materials on the doors and/or windows?

  Good

  Fair

  Poor

  N/A

• 26. 32B. Service Entrance/Lounge: Are there trash cans available? Are they industrial type or customer-facing type? Are they emptied on a regular basis?

  Good

  Fair

  Poor

  N/A

• 27. 41B. Service Lounge: What is the overall condition of the service lounge’s floor, walls, and ceiling? Are they clean, well-painted, and free of dirt, spider webs, etc.? Is the lighting operational, clean, and matching in luminescence? Is the air conditioning working properly?

  Good

  Fair

  Poor

  N/A

• 28. 42B. Service Lounge Furniture: What is the overall condition of the service lounge furniture and fixtures? Are they broken, dirty, or stained? Do they maintain a consistent design and color that aligns with the standard colors of the Toyota/Lexus brand?

  Good

  Fair

  Poor

  N/A

• 29. 45B. Service Lounge Amenities: Are there TV shows, movies, or music in the lounge? If there is a TV, is it on and working properly? Is the programming content appropriate for all audiences?

  Yes

  No

  N/A

• 30. 43B. Service Lounge: Are outlets or USB ports available for customers to charge their electronic devices?

  Yes

  No

  N/A

• 31. 40B. Parts Retail Area: What is the overall condition of the parts retail fixtures and racks? Are they clean, well-painted, stocked, priced, and free of dust and rust? If applicable, is the customer’s view of the parts retail area clean and professional? Is the air conditioning working properly?

  Good

  Fair

  Poor

  N/A

• 32. 34B. Shop: Is the shop in good condition (e.g., are the floor, walls, and ceiling, etc. clean)? Are the pedestrian walkways identified, well-painted, and free of debris? Are all the light fixtures operational and matching in luminescence? Does the shop have appropriate ventilation to ensure a good working environment? Is there a safety issue?

  Good

  Fair

  Poor

  N/A

• 33. 50B. Shop: Is the ventilation adequate to ensure a good working environment? Are there ceiling fans for ventilation? Is the ceiling insulated?

  Yes

  No

  N/A

• 34. 33B. Shop: Are the service work-station stalls clean, well-painted, and in good working condition? Is there a safety issue?

  Good

  Fair

  Poor

  N/A

• 35N. Shop: Does the WiFi meet the shop’s minimum requirements? (ADD THE REQUIREMENTS)

  Yes

  No

  N/A

• 36. 33B. Shop: What is the condition of the tech stations? Are they clean, organized, well-lit, and free of debris? Is there a safety issue?

  Good

  Fair

  Poor

  N/A

• 37. 36B. Shop: Is there a service Electrical Vehicle (EV) charger installed? Is it working properly?

  Yes

  No

  N/A

• 38N. Parts Back-Counter: Is the back-counter organized? Is the area clean and free of obstacles? Is it close to the shop to ensure efficiency?

  Good

  Fair

  Poor

  N/A

• 39. 37B. Parts Warehouse: What is the overall condition of the warehouse (e.g., are the floor, walls, and ceiling clean, free of spider webs, dirt, mold, rust, etc.)? Are the pedestrian walkways clear of parts/boxes? Are all the light fixtures operational and matching in luminescence? Does the warehouse have appropriate ventilation to ensure a good working environment? Is there a safety issue?

  Good

  Fair

  Poor

  N/A

• 40. 38N. Parts Warehouse: Are all parts and accessories inside the warehouse easily accessible, organized, clean, and free of dust?

  Good

  Fair

  Poor

  N/A

• 41. 39B. Parts Retail Area: What is the overall condition of the parts retail area (e.g., are the floor, walls, and ceiling clean, free of spider webs, dirt, mold, rust, etc.)? Are all the lighting fixtures operational, clean, and matching in luminescence?

  Good

  Fair

  Poor

  N/A

Sales

• 42. 13B. Showroom: Is the showroom welcoming for customers? Are the floor, walls, and ceiling clean and free of spider webs, dirt, stains, etc.? Is the lighting operational, clean, and matching in luminescence? Is the air conditioning working properly?

  Good

  Fair

  Poor

  N/A

• 43. 14B. Reception: What is the overall condition of the receptionist desk? Is it neat, clean, and in good condition? Does it display the Toyota/Lexus logo on?

  Good

  Fair

  Poor

  N/A

• 44. 15B. Showroom: Is the showroom free of non-Toyota/Lexus Point of Purchase (POP) materials? Is there an overwhelming amount of non-Toyota/Lexus signage or other promotional materials?

  Good

  Fair

  Poor

  N/A

• 45. 15B. Showroom Visibility: Are the doors and windows clean, clear of any obstacles, free of handprints, grease, spider webs, rust, and dirt? Are there broken glasses?

  Good

  Fair

  Poor

  N/A

• 46. 16B. Showroom Graphics: Does the dealer have updated marketing materials visible to the public? Are all graphics in good condition? Are all graphic holders in use, with no empty slots? If present, is the timeline mural clean and in good condition (e.g., not peeling, fading, cracking)? Is the current tagline “Maneja Confiado” displayed 0n the timeline mural?

  Good

  Fair

  Poor

  N/A

• 47. 17B. Showroom Furniture: What is the overall condition of the showroom furniture and fixtures? Are they broken, dirty, or stained? Do they maintain a consistent design and color that aligns with the standard colors of the Toyota/Lexus brand?

  Good

  Fair

  Poor

  N/A

• 48. 46B. Showroom Lounge Amenities: Are there TV shows, movies, or music in the lounge? If there is a TV, is it on and working properly? Is the programming content appropriate for all audiences?

  Yes

  No

  N/A

• 49. 43B. Showroom Lounge: Are outlets or USB ports available for customers to charge their electronic devices?

  Select Yes No N/A

  • Yes
  • No
  • N/A

• 50. 21B. Showroom Vehicles: Are all vehicles in the showroom neatly cleaned, both interior and exterior?

  Good

  Fair

  Poor

  N/A

• 51. 18B. Showroom Vehicles: Do all vehicles in showroom have Monroney, Hacienda, Accessory Weight Rate (AWR) compliance labels?

  Yes

  No

  N/A

• 52. 22B. Sales Associates Desks: What is the overall condition of the sales associate, manager, F&I desks, counters, and/or tables? Are they organized, neat, clean, and in good condition? Is there capacity to add team members? Are there personal belongings, files, papers, cords, and debris visible?

  Good

  Fair

  Poor

  N/A

• 53N. Business Parners: Are there designated areas, desks, or offices for the bank and insurance business partners?

  Yes

  No

  N/A

• 54. 23B. Customer Delivery Area: Is there a specific area designated for new vehicle deliveries? Is the area well-organized and clean? Ensure it is free of debris, spider webs, rust, and dirt? Is the area covered to protect against weather elements? Does the area have good ventilation to meet customer experience expectations?

  Yes

  No

  N/A

• 55. 30B. Sales Associates and F&I: Is the customer’s Personally Identifiable Information (PII) kept out of view?

  Yes

  No

  N/A

• 56. 32B. Sales Lounge: Are there trash cans available? Are they industrial type or customer-facing type? Are they emptied on a regular basis?

  Yes

  No

  N/A

Other

• 57. 45B. Customer Amenities: Are coffee, water, and other amenities readily available and offered as a gratuity? Is the area clean? Do the amenities appear to be fresh? If there is a vending machine? Is it well stocked, clean, and functioning properly?

  Good

  Fair

  Poor

  N/A

• 58. 47B. Customer Restrooms: What is the overall condition of the restrooms? Are the floors, walls, mirrors, partitions, toilet seats, ceiling, etc., clean and in good condition? Is the lighting operational, clean, and in good condition? Are the amenities in the restroom (e.g., hand towels, toilet paper, soap dispensers, diaper changing stations, etc.) clean and properly stocked? If available, are the hand dryers operational and in good condition?

  Good

  Fair

  Poor

  N/A

• 59. 48B. Customer Restrooms: Do the restrooms smell fresh?

  Yes

  No

  N/A

• 60. 51B. Associates: What is the condition of the breakrooms and restrooms for the associates? Are the floors, walls, ceiling clean? Is the lighting operational, clean, and in good condition?

  Good

  Fair

  Poor

  N/A

• 61. 49B. Overall Facilities: Do all areas in the dealership smell fresh?

  Yes

  No

  N/A

MISC

• Write any other additional feedback for this dealership.