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 Services |
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| CPAC Advantage |
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MR RIGHT DEALER BEST PRACTICES |
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The automobile dealership business in India has been undergoing a rapid transformation over the past few years. The entry of leading automobile Manufacturers and brands has expanded the product range and the operating margin for dealers has narrowed. The combined forces of increased competition and a higher customer expectation are forcing dealerships to look at their business through innovative approach.
So it is clear that the ‘’Mr. Right dealer is looking at each of his critical processes afresh. We at CPAC have put each of these processes under the microscope.
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 Sales |
- The right sales persons
Having the right mix of talented & trained sales persons in the showroom and in the field is the key. What's the comfort level of the customers when he enters showroom? Is he greeted professionally, or is he besieged with high-pressure tactics like "What can I do to put you in this car today?" Does the customer feel on edge because he is steered toward a certain vehicle, or does the salesperson genuinely listen to what you have to say, and then make recommendations to let you do the choosing?
- The right sales process
The right sales process helps-right from tracking all the enquiries to follow-ups to giving the right product to the customer.
- Increased penetration
Dealership having a wide geographical selling territory especially in semi-rural/ upcountry areas has appointed external distributors to increase sales. These against source new customers as well as undertake quick repairs and stock parts.
- To assess customer satisfaction as well as to seek referrals to new prospects. e) Developing a specific focus on “trade-in” vehicles and new areas of business including finance, insurance and accessories.
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Services and Spares |
- Service Revenue in line with Sales growth and vehicle brand population.
Synergies and information sharing with the other key departments and front office Staff to ensure that the customer returns to the Dealership’s workshops.
- Body Shop –a key ingredient for ensuring increased profitability of the dealership.
- Making the Service Advisor (SA)
The one-point contact with the customer.
- Service Quality
PDCA – Plan Do Check Act
- Spares growth
A key strategy to be pursued. Close working with body / accident repairs department for disposal of ‘slow moving' parts
- 24 x 7 Customer on road Service.
- Toll free mobile no.
- Customer Satisfaction benchmarks
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| Other Income |
All other sources of dealership income whether second hand sales, Finance commissions, Insurance Incomes and other sources of income are in synergy with the goals of the organization.
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Business Consulting
