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14th May 2016, 16:49 | #46 | |
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| Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience? Quote:
We need to understand that here in India, most companies are already squeezing their employees to the last drop without providing equivalent benefits or perks. Working on Sunday will definitely cause higher burnout in the employees. When developed countries like France are already thinking of cutting the work week to 4 days, we need to allow at least one day off for our front line employees so that they can relax with their families and enjoy their hobbies. | |
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14th May 2016, 19:56 | #47 | |
Distinguished - BHPian | Quote:
Whether we want to call France a developed country is a matter for debate. I have travelled extensively and worked in France. Some rural parts of France have yet to enter the 21st century. Even so, a few western thoughts and observation around Sunday shopping in Western Europe. Germany is probably the most restrictive in shopping hours. Many shops will close on Saturday afternoon and few shops are open on Sunday. http://www.german-way.com/travel-and...rs-in-germany/ Remember that most of western Europe has a Christian orientation, so Sunday is traditionally a day of rest. In my home country the Netherlands, there are hundreds of villages and towns where everything stays shut. If you are being seen to wash your car on a Sunday you can be sure to get a visit from some village elders to try and get you to not do that again. It's more relaxed in big cities, but even there not all shops will open on Sunday. In essence shops can only open on a Sunday if they are situated in a designated tourist area or provide home essentials. So in our village only the supermarket is open. Next to us in The hague, only the shops in the centre are open as it is supposed to attract tourists. Also, all shops in the Netherlands are closed on Monday, at least the Monday morning till 1300, some the whole day. Its just the tradition. On Saturdays all shops, except supermarkts, close at 1700. All other days of the week is 1800 and there is only one late night shopping, Thursday or Friday. Car dealers follow the regular pattern. Originally, Shops assistant can only be made to work on Sunday on voluntarily basis and get substantial overtime. However, that is changing rapidly. As more and more shops are open on a Sunday its becoming the norm and it becomes part of the normal job requirement. Normal working week in the Netherland is between 36-40 hours. The UK has over the last year seen more and more shops open on Sunday. Most towns will have this in effect. Only the last couple of years, car dealers in the UK have started opening on Sunday. Usually 12-16 or so. We lived several years in the USA and of course there everything including most car dealers are open 7 days a week. We lived in Kansas City, Mid West and that again has very strong Christian roots. So there where quite a few shops, even complete chain that stayed closed on Sundays. My personal impression when it comes to India. Far ahead of most of Europe in general terms when it comes to opening hours. Whether that is a good thing is entirely in the eyes of the beholder. Jeroen | |
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14th May 2016, 22:34 | #48 |
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| No Sunday Funday! Why manufacturers are shying away from improving the Sunday... Fantastic thread Crazy Driver! Being in the media/broadcasting industry, we work all 7 days and 24 hours a day. Well almost! Rotational shifts, allowances and perks make it happen. Believe me there are people who are waiting for such opportunities to earn a bit more! Sundays anyways are crazily crowded in all our metros. Aren't they? So, getting back to the actual point of having Car showrooms open on Sundays, I would definitely like them to do so. I would be more than willing to visit a showroom on a ratter clutter free day! One of the bhpian mentioned about a Tata showroom open on a Ugadi holiday in Bangalore. I did notice that and was happy I could have a Tiago test drive! Kudos to Tata! Last edited by balajisv : 14th May 2016 at 22:37. |
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15th May 2016, 04:39 | #49 | |||||||||||||
Team-BHP Support | Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience? Thanks to all for a very lively discussion, and apologies from my end for the late replies. Quote:
You've mentioned a very good example of the real estate business. Another example of a high value and emotional purchase. To most Indians, cars come next only to homes in the sort of emotional attachment involved with the purchase. Quote:
Tighter control of operating procedures are the need of the hour then? Quote:
Regarding Maruti, you can bet Hyundai wont be far behind as well. Quote:
However, I would like to ask if you considered how many people are made to work on a Sunday when you catch a movie on a Sunday? The security guards at the malls, the ticket counter guys, the parking attendants, the guys selling popcorn, the guys cleaning restrooms, the traffic policemen managing the weekend traffic outside malls, the autowallahs, the bus drivers. Or may be you would prefer to sit at home and watch TV? Still your apartment security, cable TV service guy, the restaurant parcel delivery boy - there are still many who are made to work on a Sunday to support us. You just cannot escape it. Demotivating or not! So how do all these other industries manage to put their best foot forward on Sundays? Quote:
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The second part of your post also shows the negative side of it. There are many other who would do casual walk-in as well. Consider my original post for one - I wouldn't have purchase any of the cars on my list - there is no sales oppurtunity there with my walk-in, but it does generate more leads as I'm bound to recommend my friends or relatives if I am impressed with a car. As a direct example, the Tiago which turned out much better than i expected and I ended up recommending it to my office colleagues. Quote:
But as I mentioned above - every footfall generates a lead or an opportunity. The same is applicable to most of the shops open on Sundays - for example, in a shopping mall. Most people walk into all the shops, but there in lies the opportunity to actually impress and make them buy a product they wouldn't have done otherwise. This is more applicable to brands other than Maruti Suzuki, Honda, Toyota etc where customers are sure to stick to their own preference of brand no matter what happens. But for companies trying to break the mould and create a better impression on the larger crowds, these footfalls would turn out extremely important. That is a reason why the cars are displayed in shopping malls etc on Sundays. But then they put a disinterested sales person next to the car who would prefer to just leave the car locked up, forget answering basic queries. Quote:
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As i mentioned above - even casual onlookers can generate sales. A small percentage may be, but thats the case with every other fields. Here they open showrooms but leave it half open! Neither preventing casual footfalls, nor making any use of it. Quote:
As per the current scenario, most dealerships are open and some juniors are "forced" to spend the time there. This works neither for the customer, nor the poor employees! Quote:
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15th May 2016, 05:01 | #50 |
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| Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience? Touchwood! I have been quite lucky in this department, all the cars I have bought and TD'ed have been done on sundays. Infact, as per my experience the customer service has been much better, Less crowd, multiple test drive cars available and Sales executive actually pay attention to your queries and gives you proper time. You get longer test drives too! What I have noticed is dealers mainly dealing in the lower segment of the market isn't operational on sunday. For e.g, Maruti Suzuki, Nexa and Chevrolet. Whereas, Hyundai, VW, Honda, Toyota, Ford all have working days on sunday too. Infact, all my sales executives actually wants me to pick Sunday as they say it's more convenient to them as well. I also had a talk with my Toyota's sales representative and as per him all the senior staff can take any one day leave throughout the week whereas the juniors have been appointed a fixed holiday. for e.g Wednesday. This procedure helps them not being short staffed and offers convenience to both the staff and consumers. |
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15th May 2016, 05:12 | #51 | ||||
Team-BHP Support | Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience?
Service centers! Ah, how could i have forgotten this one! Quote:
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I bet if one company makes this a best practice, others would soon follow suit! True. Would be surprising how many people who think dealerships can remain half closed on Sundays for humanitarian grounds would come to fight if a restaurant shows the same attitude on a Sunday! Yet another excellent example! Hyundai just lost a sale there. Probably it doesn't matter much to them though. Quote:
That said, would tighter operating procedures for dealerships from the company side help improve concern areas for employees working on Sundays? Quote:
But NEXA handled it nicely back then. Was a total contrast this time I visited. At a day and age where banking in itself has become a LOT more flexible. | ||||
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15th May 2016, 10:52 | #52 |
BHPian Join Date: Jul 2011 Location: Mumbai
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| Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience? I have been thinking about this and will like to add further that if the dealers start offering their staff better allowances and perks for working on Sundays and holidays, they will be much more interested to come in and service customers. It's clearly a case of demotivated staff being forced to work without being given the adequate benefits. Comparisons to mall retail staff is not really fair as the business model there is mostly self purchase while browsing whereas sales staff at car dealerships have to do much more. |
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15th May 2016, 11:51 | #53 | |
Senior - BHPian Join Date: Apr 2010 Location: EU - Nordic
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A customer may walk in with an intention to purchase an item of clothing (like walking in for a TD), but whether he purchases something from the store depends entirely on whether your products fit his tastes and your salesperson's ability to sell it to him (give that nudge if the customer is not fully convinced by the product). Salespersons can also push the customer to a higher value product (like higher variant or higher segment for a car) and also push the customer to buy more items (accessories). A mall salesperson's job is not much easier in my view or any less important. | |
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15th May 2016, 12:06 | #54 | |
BHPian | Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience? Quote:
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15th May 2016, 12:55 | #55 | |
Senior - BHPian Join Date: Apr 2010 Location: EU - Nordic
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| Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience? Quote:
Anyway, my intention was not to say which job is harder, but to highlight the salesperson's role in selling a product. When customers have choices available to them, you are not going to sell any product just because the customer has an intention to buy. A good salesperson is as important to selling clothes as it is to selling cars. | |
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15th May 2016, 23:57 | #56 |
BHPian Join Date: Sep 2009 Location: Bangalore
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| Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience? That said, would tighter operating procedures for dealerships from the company side help improve concern areas for employees working on Sundays? Attention everyone: I have since moved on and I now work with an automobile manufacturer, and as a one who have seen both sides of the coin, would like to share my experience as an auditor of an SOP. A little background of the audit: As everyone knows, the auto companies rely heavily on JD Power Sales Satisfaction Index (SSI) and will go to any lengths to satisfy the customer [ which is actually a blessing in disguise] As my work entails me to travel across the country, to check whether dealers are adhering to set SOPs [ a good adherence leads to manufacturer giving them brownie points at award function], a question always pops from my side to them, more out of curiosity and not defined otherwise. So what do I ask them? You go it right. I ask whether Sunday is a working day. Having worked at an auto showroom myself and knowing the rigors, I ask this question in absolute empathy, this question is not a part of my questionnaire, nor part of any right that I hold, nothing from my side since as a manufacturer, I have right to question them since I am the auditor, and I hold the power to give them a big fat ZERO!!! BHPians, I ask this question quite meekly, multilayered, and usually seeking THIER views and sharing info and best practices if they ask, this question is put to the Dealer Principle [The promoter/owner], CEO, General Manager, DGM, Sales Manager, Team Leaders/supervisor and to the Sales Boys/girls, showroom staff, field guys,service guys and even the car washer boys. The number of dealerships to whom this question was put PAN INDIA, more than 120, by me. To know what do the other THINK. There are no right answers, and then there are no wrong answers, question coming from a manufacturer? Answers are well doctored by those promoters, BE CAUTIOUS is what these promoters tell their wards, other wise, say PASS they are advised. BHPians, I am in the auto industry for past 17 years out of which 3 years in a dealership and 14 years with the manufacturer, having handled various sales position including area manager/zonal manager. Thankfully can make out whos lying and whos been instructed to truthfully lie. The answer to my question has evoked many replies positive,negative,support, not support, answers and povs are simply too many. The pages in this forum wouldn't be sufficient to document every word that was said and many unsaid. I therefore halt every argument from my side, needless to say that I am enlightened. Out there, the customer is right, he needs an entertainment on a sunday, a time to make a well thought out decision in consultation with his family to buy this brand or that one, a TD experience on less crowded streets will clinch the deal. In here our sales consultant slogs, he has to reach target, make money, raise his standard of living, or the struggle to simply exist to make his commitment to myriad of expectations. The promoter is busy throwing numbers at the manufacturer, and demanding approval for more dealerships, more coverage, more revenue, lesser break even time, more penetration in auto market, brand recall/ brand memory. The marketing manager is happy, more mall event/ airport display/customer contact programs. More is the new mantra. The auto manufacturer is busy throwing numbers on market share, revenue,pursuing ICOTY awards, more launches, demanding tax holiday from the state they are in and what else. The state head is busy displaying to the Centre on what his administration has done since coming to power, by including a tableau on 26th Jan parade . . . And yours truly is standing in the sun checking SOP and asking the guy Aap Sunday kaam karte ho kya? Best Regards Andy |
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16th May 2016, 15:22 | #57 |
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| Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience? Just another thought to add to this. Why not have a showroom inside malls where most people go on weekends, which has no sales or other functions, but allows people to have a close look at the cars, and the possible offers. I have seen a Jaguar parked inside the UB City, and there is also a nice space if you are interested in a chat with the sales person. That is indeed a nice try. |
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16th May 2016, 15:28 | #58 | |
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| Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience? Quote:
If higher management wants to implement a roster which leads to maximum sales potential, it has tremendous benefits. | |
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17th May 2016, 18:55 | #59 |
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| Re: No Sunday Funday! Why manufacturers are shying away from improving the Sunday sales experience? My experience with MGF Hyundai, Alappuzha, Kerala was completely different. Like the OP said Sunday was the most convenient time for me to go out and take the TD of Elite i20. I was sceptical at first thinking whether they would be open on sunday; but since it was 10kms from my home, decided to check it out. Turned out they were open on all sundays. A TD was arranged and I did 5-6 km TD and came out unsatisfied with the car. I had to exchange my Fiat Punto, so negotiated with them about an exchange and the SA promised to send their showroom evaluator to my home to check out the Punto. Exchanging the Punto meant I was left without a car. So they brought the new TD vehicles ( Creta and Verna ) to my home next sunday. I even took delivery of my Creta on a sunday. |
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18th May 2016, 17:44 | #60 | |
Senior - BHPian | Quote:
Conducting an event in a mall is different than having an entire dealership in the mall. Some factors to consider 1.high rent cost 2.easy access - will need to move cars in and out frequently 3.parking space dedicated for dealer customers and dealer vehicles Showcasing vehicles in malls generally results in very few bookings just from passing visitors. Cars today are still the second most expensive purchases after homes. | |
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