Dealership Presentation New
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Transcript of Dealership Presentation New
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8/8/2019 Dealership Presentation New
1/12
SERVICE INFRASTRUCTURE
GUIDELINES
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EXTERNAL CORPORATE IDENTITY
(ELEMENTS OF AFTER SALES)
EXTERNAL SIGN FOR SPARE PARTS
EXTERNAL SIGN FOR SERVICE
PANEL
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EXTERNAL CORPORATE IDENTITY
- TASC (ELEMENTS OF AFTER SALES)
EXTERNAL SIGN FOR SPARE PARTS
EXTERNAL SIGN FOR SERVICEPANEL
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AFTER SALES LAYOUT
GOAL FOR A NEW
LAYOUT FOR AFTER
SALES AREA
CUSTOMERFRONT END
WORKSHOP
AREAS
HIGHER PRODUCTIVITY
IDEAL PROCESS FLOW
BUILD CUSTOMER RELATIONSHIPADDRESS CUSTOMER NEEDS
EFFICIENT WORK FLOW
HIGHER PRODUCTIVITY
BETTER OPERATIONS MANAGEMENT
NEW AFTER SALES
LAYOUT
TO SUPPORT THE DEALER IN BUSINESS
DEVELOPMENT
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CUSTOMER PROCESSCustomer
reaches the
dealer
He parks the car(Special
car park if reservation
has been made)
Enters the front
area of AS
service
He is ushered in
reception area
Customer with
appointment is guided
to SA for pre diagnosis
Customer without
appointment takes seat in
the waiting area
Customer along with
SA to inspect vehicle
for diagnosis
SA notes the
requirement and
enters in the job slip
If its a quick repair job, customer is requested to wait
in the lounge, otherwise he is given job card copy
along with cost & time estimate
A copy of job card is given to
workshop to proceed with
service work
Any
revision in
the work
required
Change in work along with
cost involved and delivery
date are intimated to
customer
Job card updated as per wish of
the customer
YES
NO
Repair work
completed
At the time of
delivery SA
explains the work
done and cost
involved
If any parts is
replaced SA shows
failed part to
customer
Customer pays for the repair
Customer takes his /her car
back from ready vehicleparking area
Customer fills IFIR form
CUSTOMER SATISFIED
Repair work initiated
as per level of
dissatisfaction
CUSTOMER
DISSATISFIED
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FRONT END
FRONT END
FACILITATE SERVICE INITIATION
ADDRESS CUSTOMER SERVICE
NEEDS
BUILD A SENSE OF TRUST
FIRST IMPRESSION TO CUSTOMER
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WORKSHOP AREA
WORKSHOP
AREAS
ENHANCING OPERATING
EFFICIENCY
FACILITATE WORK/ PROCESS
FLOW
SAFE AND FRIENDLY
ENVIRONMENT
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A BIRDS EYE VIEW
W
A
S
HI
N
G
SECURITY
QUICK
REPAIR
WORKSHOP
P
A
R
K
I
N
G
BODY REPAIR
PAINT BOOTH
CUSTOMER
LOUNGE
W
A
S
H
I
N
G
SPARES
LUBE BAYS
R
E
A
D
Y
V
E
H
I
C
L
E
P
A
R
K
I
N
G
GENERATOR
ROOM
FRONT OFFICE
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CUSTOMER TOUCH POINTS
W
A
S
HI
N
G
SECURITY
UIC
REPAIR
WOR SHOP
P
A
R
I
N
G
BODY REPAIR
PAINT BOOTH
CUSTOMER
LOUNGE
W
A
S
H
I
N
G
SPARES
LUBE BAYS
R
E
A
D
Y
V
E
H
I
C
L
E
P
A
R
K
I
N
G
GENERATOR
ROOM
FRONT
OFFICE
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FRONT OFFICE
CUSTOMER RECEPTION
SERVICE ADVISORS
CASHIERWMCRM
Customer
enters the
dealership
& goes to
reception
Oriented
towards
Service
Advisors
OR
Asked to waitin waiting
area
Service
advisors
escorts the
customer
to
daignosis
area
Estimate
about time
and chargesis given
along with
delivery
date
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RECEPTIONFUNCTIONS LOCATION
FIRST POINT OF CONTACT
REFLECTS RAN I A E
A RESSIN CUSTO ERS
INSI E EALERSHIP
NEAR WORKSHOP
ENTRANCE
NEAR TO SERVICE
A VISORS, CASHIER,
CUSTO ER LOUN E
FACILITATES THE ARRAN E ENT
OF TE PORARY WAITIN FORTHE CUSTO ERS
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SERVICE ADVISOR
(PRE DIAGNOSIS AREA)FUNCTIONS LOCATION