Dealership Presentation New

8/8/2019 Dealership Presentation New

1/12

SERVICE INFRASTRUCTURE

GUIDELINES


2/12

EXTERNAL CORPORATE IDENTITY

(ELEMENTS OF AFTER SALES)

EXTERNAL SIGN FOR SPARE PARTS

EXTERNAL SIGN FOR SERVICE

PANEL


3/12

EXTERNAL CORPORATE IDENTITY

- TASC (ELEMENTS OF AFTER SALES)

EXTERNAL SIGN FOR SPARE PARTS

EXTERNAL SIGN FOR SERVICEPANEL


4/12

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


5/12

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


7/12

WORKSHOP AREA

WORKSHOP

AREAS

ENHANCING OPERATING

EFFICIENCY

FACILITATE WORK/ PROCESS

FLOW

SAFE AND FRIENDLY

ENVIRONMENT


8/12

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


9/12

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


10/12

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


12/12

SERVICE ADVISOR

(PRE DIAGNOSIS AREA)FUNCTIONS LOCATION

Dealership Presentation New

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