HERE ARE SOME OF OUR CUSTOMER SURVEYS AT VAN-TROW TOYOTA
| PURCHASE/LEASE SURVEY |
| Dealer: 17027 Van-Trow Toyota |
Retailed Date (DOFU): 7/20/2010 |
| Region: 60 Gulf States |
Report Month: August 2010 |
| District: 14 |
Salesperson: 2055-DANIELS, DOUGLAS |
| Customer Name: BREAUX, WANDA |
FS Manager: 1035-CROSS, JOSH |
| VIN: 2T3ZF4DV2AW041794 |
| SSI: 100.00 |
DPI: 100.00
|
FSI: 100.00
|
SPI: 100.00
|
VDQ+: 100.00
|
|
|
| Vehicle: RAV4 |
| 1. Product presentation |
| Prompt Initial greeting |
Excellent |
| Courtesy/friendliness |
Excellent |
| Integrity |
Excellent |
| Matched vehicle to your needs |
Excellent |
| Considerate of your time |
Excellent |
| Ability to answer your questions |
Excellent |
| Test Drive |
Excellent |
| Knowledge of models/features |
Excellent |
| Comment: I actually looked the RAV4 up online first to see what performance it has. My salesman was awesome at VanTrow we already previously owned a Toyota before and they always have a great presentation. |
2. Negotiation |
| Simple & straightforward |
Excellent |
| Honesty |
Excellent |
| Your comfort with the process |
Excellent |
| Considerate of your time |
Excellent |
| Knowledge of purchase/finance options |
Excellent |
3. Final paperwork |
| Concern for your needs |
Excellent |
| Courtesy/friendliness |
Excellent |
| Integrity |
Excellent |
| Knowledge of products/svcs offered |
Excellent |
| Explained docs/paperwork |
Excellent |
| Ability to answer your questions |
Excellent |
| Considerate of your time |
Excellent |
| Accurately completed paperwork |
Excellent |
| Fulfilled negotiated commitments |
Excellent |
| Comment: He was awesome and took care of all my needs above and beyond. |
4. Receiving your vehicle |
| Provided all accessories as promised |
Excellent |
| Explanation of features/controls |
Excellent |
| Explanation of maint/warr |
Excellent |
| Ability to answer your questions |
Excellent |
| Considerate of your time |
Excellent |
| Expressed appreciation |
Excellent |
| Comment: Excellent on receiving our RAV4. He gave me the info on all and everything that has to do with the RAV4. |
|
| 5. Vehicle Delivery |
| Offered a time for delivery |
No |
| Yes - kept to scheduled delivery time |
|
| Received full tank of gas or voucher |
Yes |
| Vehicle delivered clean |
Yes |
| Introduced to svc/personnel |
Yes |
| Offered First Svc Appointment |
Yes |
6. Satisfied with vehicle condition |
Yes |
| Resolved to your satisfaction |
N/A |
7. Dealership communications |
| Follow-Up |
Yes |
| Satisfaction with follow-up |
Excellent |
| comment: They sent me a personal letter to make sure everything was going great with my new RAV4. Van Trow Toyota is a great group of people who care for there customer. |
8. Asked dealer to resolve problem? |
No |
| Efforts of dlr staff to resolve concern |
N/A |
| Outcome of the contact |
N/A |
9. Facilities |
| Cleanliness of dlr facilities |
Excellent |
| Ease/convenience of parking at dlr |
Excellent |
10. Overall |
| Overall Purchase/Lease Experience |
Excellent |
11. Loyalty Drivers |
| Would return for purchase/lease |
Yes |
| Would recommend for purchase/lease |
Yes |
| Would return for service |
Yes |
| Comment: Van Trow Toyota is a Great dealership to purchase your vehicle with, the people are friendly and caring. |
|
| Aspects liked the most: The friendliness and caring of the people who work at Van Trow....that is what matters to me. |
| Aspects that could have been improved: everything went perfect no improving. |
|
| Survey 2 of 7 |
| PURCHASE/LEASE SURVEY |
| Dealer: 17027 Van-Trow Toyota |
Retailed Date (DOFU): 6/15/2010 |
| Region: 60 Gulf States |
Report Month: July 2010 |
| District: 14 |
Salesperson: 9760-CROWE, RICHARD |
| Customer Name: CRAWLEY, EVELYN |
FS Manager: 4465-MORRIS, JOHN |
| VIN: 5TDZM5G14AS002324 |
| SSI: 100.00 |
DPI: 100.00
|
FSI: 100.00
|
SPI: 96.88
|
VDQ+: 100.00
|
|
|
| Vehicle: SEQUOIA |
| 1. Product presentation |
| Prompt Initial greeting |
Excellent |
| Courtesy/friendliness |
Good |
| Integrity |
Excellent |
| Matched vehicle to your needs |
Excellent |
| Considerate of your time |
Excellent |
| Ability to answer your questions |
Excellent |
| Test Drive |
Excellent |
| Knowledge of models/features |
Excellent |
| Comment: Richard is the best. Knows he stuff. Called us when the vehicle was in & held it for us to see before anyone else had chance to see it. Great at his job. Love vehicle |
2. Negotiation |
| Simple & straightforward |
Excellent |
| Honesty |
Excellent |
| Your comfort with the process |
Excellent |
| Considerate of your time |
Excellent |
| Knowledge of purchase/finance options |
Excellent |
| Comment: No problems. Straight forward with me, which I like. Don't waste my time or yours. Great people. |
3. Final paperwork |
| Concern for your needs |
Excellent |
| Courtesy/friendliness |
Excellent |
| Integrity |
Excellent |
| Knowledge of products/svcs offered |
Excellent |
| Explained docs/paperwork |
Excellent |
| Ability to answer your questions |
Excellent |
| Considerate of your time |
Excellent |
| Accurately completed paperwork |
Excellent |
| Fulfilled negotiated commitments |
Excellent |
4. Receiving your vehicle |
| Provided all accessories as promised |
Excellent |
| Explanation of features/controls |
Excellent |
| Explanation of maint/warr |
Excellent |
| Ability to answer your questions |
Excellent |
| Considerate of your time |
Excellent |
| Expressed appreciation |
Excellent |
| Comment: Van Trow people are all great |
|
| 5. Vehicle Delivery |
| Offered a time for delivery |
N/A |
| Yes - kept to scheduled delivery time |
|
| Received full tank of gas or voucher |
Yes |
| Vehicle delivered clean |
Yes |
| Introduced to svc/personnel |
Yes |
| Offered First Svc Appointment |
Yes |
6. Satisfied with vehicle condition |
Yes |
| Resolved to your satisfaction |
N/A |
7. Dealership communications |
| Follow-Up |
Yes |
| Satisfaction with follow-up |
Excellent |
| comment: I've received calls and letter from dealership. Very nice. |
8. Asked dealer to resolve problem? |
No |
| Efforts of dlr staff to resolve concern |
N/A |
| Outcome of the contact |
N/A |
9. Facilities |
| Cleanliness of dlr facilities |
Excellent |
| Ease/convenience of parking at dlr |
Excellent |
10. Overall |
| Overall Purchase/Lease Experience |
Excellent |
11. Loyalty Drivers |
| Would return for purchase/lease |
Yes |
| Would recommend for purchase/lease |
Yes |
| Would return for service |
Yes |
| Comment: Very nice people there and that does make a huge difference. I have told Two different friends of mine about dealership. Both are looking for vehicles now. Hope they go by there. |
|
| Aspects liked the most: How friendly all the staff is. All of them knew their jobs and did them perfectly. Made us fill right at home. No pressure feelings at all. |
|
| Survey 1 of 3 |
| PURCHASE/LEASE SURVEY |
| Dealer: 17027 Van-Trow Toyota |
Retailed Date (DOFU): 8/19/2010 |
| Region: 60 Gulf States |
Report Month: September 2010 |
| District: 14 |
Salesperson: 7734-MCGOWEN, CLINTON |
| Customer Name: BOWEN, MARY |
FS Manager: 4465-MORRIS, JOHN |
| VIN: 4T3ZA3BB2AU031980 |
| SSI: 100.00 |
DPI: 100.00
|
FSI: 100.00
|
SPI: 100.00
|
VDQ+: 100.00
|
|
|
| Vehicle: VENZA |
| 1. Product presentation |
| Prompt Initial greeting |
Excellent |
| Courtesy/friendliness |
Excellent |
| Integrity |
Excellent |
| Matched vehicle to your needs |
Excellent |
| Considerate of your time |
Excellent |
| Ability to answer your questions |
Excellent |
| Test Drive |
Excellent |
| Knowledge of models/features |
Excellent |
| Comment: My salesperson was Clint McGowen and he was very friendly and able to answer every question. I was very impressed with the customer service I received. |
2. Negotiation |
| Simple & straightforward |
Excellent |
| Honesty |
Excellent |
| Your comfort with the process |
Excellent |
| Considerate of your time |
Excellent |
| Knowledge of purchase/finance options |
Excellent |
3. Final paperwork |
| Concern for your needs |
Excellent |
| Courtesy/friendliness |
Excellent |
| Integrity |
Excellent |
| Knowledge of products/svcs offered |
Excellent |
| Explained docs/paperwork |
Excellent |
| Ability to answer your questions |
Excellent |
| Considerate of your time |
Excellent |
| Accurately completed paperwork |
Excellent |
| Fulfilled negotiated commitments |
Excellent |
4. Receiving your vehicle |
| Provided all accessories as promised |
Excellent |
| Explanation of features/controls |
Excellent |
| Explanation of maint/warr |
Excellent |
| Ability to answer your questions |
Excellent |
| Considerate of your time |
Excellent |
| Expressed appreciation |
Excellent |
|
| 5. Vehicle Delivery |
| Offered a time for delivery |
N/A |
| Yes - kept to scheduled delivery time |
|
| Received full tank of gas or voucher |
Yes |
| Vehicle delivered clean |
Yes |
| Introduced to svc/personnel |
N/A |
| Offered First Svc Appointment |
Yes |
6. Satisfied with vehicle condition |
Yes |
| Resolved to your satisfaction |
N/A |
7. Dealership communications |
| Follow-Up |
Yes |
| Satisfaction with follow-up |
Excellent |
| comment: I received emails and a letter, which also included coupons for car service. I am very pleased. |
8. Asked dealer to resolve problem? |
No |
| Efforts of dlr staff to resolve concern |
N/A |
| Outcome of the contact |
N/A |
9. Facilities |
| Cleanliness of dlr facilities |
Excellent |
| Ease/convenience of parking at dlr |
Excellent |
10. Overall |
| Overall Purchase/Lease Experience |
Excellent |
11. Loyalty Drivers |
| Would return for purchase/lease |
Yes |
| Would recommend for purchase/lease |
Yes |
| Would return for service |
Yes |
|
| Aspects liked the most: The friendliness of the staff and the speed of service. |
| Aspects that could have been improved: My purchase experience was wonderful |
|
| Dealer: 17027 Van-Trow Toyota |
Retailed Date (DOFU): 8/6/2010 |
| Region: 60 Gulf States |
Report Month: September 2010 |
| District: 14 |
Salesperson: 1278-STEWART, SPENCER |
| Customer Name: RICHARDS, GREGORY |
FS Manager: 1035-CROSS, JOSH |
| VIN: 2T3YF4DV1AW035674 |
| SSI: 100.00 |
DPI: 100.00
|
FSI: 100.00
|
SPI: 100.00
|
VDQ+: 100.00
|
|
|
| Vehicle: RAV4 |
| 1. Product presentation |
| Prompt Initial greeting |
Excellent |
| Courtesy/friendliness |
Excellent |
| Integrity |
Excellent |
| Matched vehicle to your needs |
Excellent |
| Considerate of your time |
Excellent |
| Ability to answer your questions |
Excellent |
| Test Drive |
Excellent |
| Knowledge of models/features |
Excellent |
| Comment: my salesman answered all my questions, was courteous, and friendly. |
2. Negotiation |
| Simple & straightforward |
Excellent |
| Honesty |
Excellent |
| Your comfort with the process |
Excellent |
| Considerate of your time |
Excellent |
| Knowledge of purchase/finance options |
Excellent |
| Comment: my salesman, Spencer Stuart, located the car I wanted and offered me a low price and excellent trade in on my car |
3. Final paperwork |
| Concern for your needs |
Excellent |
| Courtesy/friendliness |
Excellent |
| Integrity |
Excellent |
| Knowledge of products/svcs offered |
Excellent |
| Explained docs/paperwork |
Excellent |
| Ability to answer your questions |
Excellent |
| Considerate of your time |
Excellent |
| Accurately completed paperwork |
Excellent |
| Fulfilled negotiated commitments |
Excellent |
| Comment: completed the transaction in a timely manner while covering all necessary info. |
4. Receiving your vehicle |
| Provided all accessories as promised |
Excellent |
| Explanation of features/controls |
Excellent |
| Explanation of maint/warr |
Excellent |
| Ability to answer your questions |
Excellent |
| Considerate of your time |
Excellent |
| Expressed appreciation |
Excellent |
| Comment: the salesman, Spencer Stuart, did all the above. |
|
| 5. Vehicle Delivery |
| Offered a time for delivery |
Yes |
| Yes - kept to scheduled delivery time |
Yes |
| Received full tank of gas or voucher |
Yes |
| Vehicle delivered clean |
Yes |
| Introduced to svc/personnel |
N/A |
| Offered First Svc Appointment |
Yes |
6. Satisfied with vehicle condition |
Yes |
| Resolved to your satisfaction |
N/A |
7. Dealership communications |
| Follow-Up |
Yes |
| Satisfaction with follow-up |
Excellent |
| comment: |
8. Asked dealer to resolve problem? |
Yes |
| Efforts of dlr staff to resolve concern |
Excellent |
| Outcome of the contact |
|
| Comment: the salesman, Spencer Stuart, set up my cell phone for the Bluetooth in the car. |
9. Facilities |
| Cleanliness of dlr facilities |
Excellent |
| Ease/convenience of parking at dlr |
Excellent |
10. Overall |
| Overall Purchase/Lease Experience |
Excellent |
11. Loyalty Drivers |
| Would return for purchase/lease |
Yes |
| Would recommend for purchase/lease |
Yes |
| Would return for service |
Yes |
| Comment: no problems |
|
| Aspects liked the most: fast service. located the car I wanted at a great price and great trade for my car |
|
