Toyota Brand Health Check-Up 3.0

• The Toyota Brand Health Check-up is a tool to support our continuous pursuit of providing Toyota customers a superior shopping, purchase, and ownership experience. Use this tool to evaluate Toyota's brand health in the dealership retail environment and apply the Toyota Brand Filter to assist you in your evaluation. Put simply, is the dealer providing an engaging retail environment and customer interaction experience that is INSPIRATIONAL, INNOVATIVE, and EXCITING?

• Survey Title

• District

• Dealer Code

• Dealership Name

• Dealership Associates in Attendance

• Survey Performed By

Facility - Exterior

• KEY WHITE GLOVE AREA: Is the building exterior well-maintained?<br>(Paint is not faded or peeling; no birds' nests; lights properly illuminate.)

  Yes

  No

  N/A

• Is brand signage clean and properly illuminated? <br>(Toyota and Scion signage is not faded or outdated.)

  Yes

  No

  N/A

• Is the pavement and concrete well-maintained? <br>(No potholes or gravel areas.)

  Yes

  No

  N/A

• Are there adequate customer parking areas? Are they identified and easy to find?

  Yes

  No

  N/A

• Is landscaping well-maintained?<br>(No overgrowth; clean and neat.)

  Yes

  No

  N/A

• Are all display and inventory lot vehicles "front line ready" and well-merchandised?<br>(Vehicles have been PDI'd; other dealers' branding is removed from dealer trades.)

  Yes

  No

  N/A

• Are current promotional banners/materials displayed and visible? Have outdated materials been removed?

  Yes

  No

  N/A

• Are hours of operation posted on customer entrances to facility?

  Yes

  No

  N/A

Facility - Service Reception and Consulting

• KEY WHITE GLOVE AREA: Is service reception area well-maintained and uncluttered?<br>(Service drive is free of old parts or clutter.)

  Yes

  No

  N/A

• KEY WHITE GLOVE AREA: Are ASM workstations clean, neat, and free of unneeded materials?<br>(No food or non-essential items visible to customers.)

  Yes

  No

  N/A

• Is signage professional and does it convey a positive message?<br>(Signage is informative and directs customers to proper places.)

  Yes

  No

  N/A

Facility - Customer Lounge/Waiting Area

• KEY WHITE GLOVE AREA: Are the customer lounge and child play areas clean and well maintained?<br>(Routine check of area performed by staff.)

  Yes

  No

  N/A

• KEY WHITE GLOVE AREA: Are restrooms clean, properly stocked, and odor free?<br>(Staff routinely inspect restrooms, re-stock and clean as needed.)

  Yes

  No

  N/A

• KEY WHITE GLOVE AREA: Is there a quiet area for customers?<br>(Business workspace; internet connection or WI-FI is available.)

  Yes

  No

  N/A

• Is television reception acceptable and are customers able to change channels?<br>(Staff monitors programming for appropriateness.)

  Yes

  No

  N/A

Facility - Showroom and F&I Areas

• KEY WHITE GLOVE AREA: Are showroom areas and offices clean and organized?

  Yes

  No

  N/A

• KEY WHITE GLOVE AREA: Does Scion showroom space meet Scion brand standards?<br>(Dealer has current generation showroom fixtures/furniture; Scion accessories are displayed.)

  Yes

  No

  N/A

• KEY WHITE GLOVE AREA: Are furnishings, fixtures, and workstations clean and well-maintained?<br>(Inviting, in good repair, no food.)

  Yes

  No

  N/A

• KEY WHITE GLOVE AREA: Is vehicle delivery area clean, functional, and engaging?<br>(Well lit; appropriate signage; stocked with delivery support materials.)

  Yes

  No

  N/A

• Are current promotional materials on display? Have outdated materials been removed?

  Yes

  No

  N/A

• Is only current model year vehicle information on display?

  Yes

  No

  N/A

• Are interior signs provided and visible for customers to easily locate restrooms, cashier, and department locations?

  Yes

  No

  N/A

Facility - Retail Parts and Cashier Areas

• KEY WHITE GLOVE AREA: Are brochures, promotional materials, and support materials current and readily available?

  Yes

  No

  N/A

• KEY WHITE GLOVE AREA: Are retail parts and accessories clean, effectively displayed, and priced?<br>(Retail ready; re-stocked daily.)

  Yes

  No

  N/A

Facility - Service Shop

• KEY WHITE GLOVE AREA: Are walls, floors, and work surfaces well-maintained?<br>(Floor is hazard-free; area is well-lit; paint is in good shape.)

  Yes

  No

  N/A

• Are technician workstations clean and free of inappropriate pictures/items?<br>(Not offensive if seen by customers.)

  Yes

  No

  N/A

Facility - WIFI Availability/Coverage

• Does the dealership provide complimentary WIFI service to its customers?<br>(WIFI service is accessible in showroom, F&I offices, customer lounge, service lane, and inventory display lots.)

  Yes

  No

  N/A

Sales Experience

• PLS Survey Results (copy/paste from www.toyotaretention.com)

  Media

• Based on your in-dealership observations, coupled with your review of PLS customer survey results, is the dealership consistently meeting/exceeding customer expectations in the following key customer sales interaction areas?

• Negotiation (price/payment negotiation process)

  Yes

  No

  N/A

• Overall Salesperson Performance (SPI)

  Yes

  No

  N/A

• Final Paperwork (FSI) (preparation of purchase/lease contract, loan agreement, extended warranties, etc.)

  Yes

  No

  N/A

• Vehicle Delivery (DPI) (process for actively delivering vehicle to customer, explaining vehicle features/controls, reviewing owners manual, etc.)

  Yes

  No

  N/A

• Vehicle Delivery Quality (VDQ) (condition of vehicle at delivery)

  Yes

  No

  N/A

Service Experience

• VSS Survey Results (copy/paste from www.toyotaretention.com)

  Media

• Based on your in-dealership observations, coupled with your review of VSS customer survey results, is the dealership consistently meeting/exceeding customer expectations in the following key customer service interaction areas?

• Service Reception (prompt, courteous)

  Yes

  No

  N/A

• Service Advisor Performance (ASMI)

  Yes

  No

  N/A

• Quality of Work Performed

  Yes

  No

  N/A

• Service Delivery (SDI) (process for completing paperwork and finalizing price, collecting payment, explanation of work performed, and delivery of vehicle)

  Yes

  No

  N/A