Key Brand Element - Dealership Facility
KEY WHITE GLOVE AREA: Is the building exterior well-maintained?
(Paint is not faded or peeling; no birds' nests; lights properly illuminate.)
Is brand signage clean and properly illuminated?
(Toyota and Scion signage is not faded or outdated.)
Is the pavement and concrete well-maintained?
(No potholes or gravel areas.)
Are there adequate customer parking areas? Are they identified and easy to find?
Is landscaping well-maintained?
(No overgrowth; clean and neat.)
Are all display and inventory lot vehicles "front line ready" and well-merchandised?
(Vehicles have been PDI'd; other dealers' branding is removed from dealer trades.)
Are current promotional banners/materials displayed and visible? Have outdated materials been removed?
Are hours of operation posted on customer entrances to facility?
KEY WHITE GLOVE AREA: Is service reception area well-maintained and uncluttered?
(Service drive is free of old parts or clutter.)
KEY WHITE GLOVE AREA: Are ASM workstations clean, neat, and free of unneeded materials?
(No food or non-essential items visible to customers.)
Is signage professional and does it convey a positive message?
(Signage is informative and directs customers to proper places.)
KEY WHITE GLOVE AREA: Are the customer lounge and child play areas clean and well maintained?
(Routine check of area performed by staff.)
KEY WHITE GLOVE AREA: Are restrooms clean, properly stocked, and odor free?
(Staff routinely inspect restrooms, re-stock and clean as needed.)
KEY WHITE GLOVE AREA: Is there a quiet area for customers?
(Business workspace; internet connection or WI-FI is available.)
Is television reception acceptable and are customers able to change channels?
(Staff monitors programming for appropriateness.)
KEY WHITE GLOVE AREA: Are showroom areas and offices clean and organized?
KEY WHITE GLOVE AREA: Does Scion showroom space meet Scion brand standards?
(Dealer has current generation showroom fixtures/furniture; Scion accessories are displayed.)
KEY WHITE GLOVE AREA: Are furnishings, fixtures, and workstations clean and well-maintained?
(Inviting, in good repair, no food.)
KEY WHITE GLOVE AREA: Is vehicle delivery area clean, functional, and engaging?
(Well lit; appropriate signage; stocked with delivery support materials.)
Are current promotional materials on display? Have outdated materials been removed?
Is only current model year vehicle information on display?
Are interior signs provided and visible for customers to easily locate restrooms, cashier, and department locations?
KEY WHITE GLOVE AREA: Are brochures, promotional materials, and support materials current and readily available?
KEY WHITE GLOVE AREA: Are retail parts and accessories clean, effectively displayed, and priced?
(Retail ready; re-stocked daily.)
KEY WHITE GLOVE AREA: Are walls, floors, and work surfaces well-maintained?
(Floor is hazard-free; area is well-lit; paint is in good shape.)
Are technician workstations clean and free of inappropriate pictures/items?
(Not offensive if seen by customers.)
Key Brand Element - Customer Experience
Based on your observations and PLS customer survey results, are any of the dealership's sales processes in need of additional management attention? If yes, check the areas below that need further attention.
Salesperson (overall performance rating)
Negotiation (overall price/payment negotiation experience)
Final Paperwork (rating of person who completed final paperwork)
Vehicle Delivery Experience
Vehicle Delivery Quality (condition of vehicle at time of delivery)
Based on your observations and VSS customer survey results, are any of the dealership's service processes in need of additional management attention? If yes, check the areas below that need further attention.
Service Reception Experience
Service Advisor (overall performance rating)
Quality of Work Performed
Service Delivery Experience