Re: So, how satisfied are Indian Dealerships? JD Powers Survey of 600+ dealers Quote:
Originally Posted by Mr.Boss Adding the Contributing factors
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Pardon my ignorance, but I'm trying to understand each of the contributing factors in better detail. I've put down what I could gather to my best. All are welcome to add/correct as appropriate:
1. Training
This could either mean training given to salesmen or to service engineers or both. Is there anything more involved here?
2. Warranty claims
This could mean either the promptness with which a manufacturer responds to warranty claims or it could mean the rate at which warrany claims are honored. Either way, I'm trying to understand how the dealer stands to gain/lose from this since AFAIK, dealers simply play an intermediary role between the end customer and manufacturer. For e.g. if warranty claims are consistently rejected by a certain manufacturer, the end result could be loss of customer goodwill. Many dealers dont care much for that anyway and both dealer and manufacturer continue to thrive with that attitude. So does this really matter (a) to dealers and (b) from the point of view of this survey?
3. After sales team
I suppose #2 is a function of the after sales team and in that sense, there is a significant overlap. What else does this consist of?
4. Sales and marketing activities
5. Sales team
Cant differentiate between these two. Does this mean sales and marketing activities as performed by the manufactures' sales and marketing team? Possibly building awareness, advertising etc? What else? How are these different from a dealer standpoint and more importantly, how do they separately affect a dealership?
6. Parts
As in easy availability of spares?
7. Product
As in the quality/popularity of the product? Anything else?
(IMHO if a dealer does not think very high of the product he's selling, they should just get out of that business and start selling what they think better of. Blaming the manufacturer for this while continuing to keep the dealership does not seem to make much sense. In my little experience I've never come across a dealer so virtuous that they can comment on the product itself... )
8. Vehicle ordering and delivery
Meeting orders on time and to required specs? As in timely delivery for the odd order for a high-end when the 99% of sales are coming in from low-end+mid or slow moving colors etc?
9. Support from the manufacturer
I suppose this is covers almost every previously listed factor. Why is it mentioned separately? |