Kia dealer presentation phil 4 13-10

  • 2,188 views
Uploaded on

 

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
2,188
On Slideshare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
73
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. The Integration of a revolving customer experience ABC KIA U.S.A.
  • 2. Five points of Customer 360
  • 3. The Overview
    • Creating new sales opportunities for our Sales, Service and Parts Departments
    • Improving the KIA Customer experience through good process
    • Marketing of our Fixed Operations
    • Creating Trust through Inspection process
    • Building value of products and services through training
    • Tire sales and customers who return
  • 4. New Sales opportunities
    • Service Absorption goal 100%
    • CP mech GP % goal 75%
    • CP ELR % of door rate goal 95%
    • Cust Pay as a % of total labor goal 70%
    • Parts Mech Gross profit margin goal 45%
    • Parts to Labor Ratio goal 80%
    • Flat Rate Hours per CPRO goal 1.7
    • Increase based on 10 % CPRO’s,80.3 p/l ratio +.4 + 16% Pts Gross improvement CPHPRO NO TIRES SALES ON STATEMENT!
    • Current 58.5% increase to 72.4%
    • Current 75.6%
    • Current 78% Increase 10% to 85.8%
    • Current 60% Increase 10% to 66%
    • Current 29% Incr to 45%
    • Current 73% 10% to 80.3%
    • Cur 1.3 add .4 Adds $115K GP
    The first step is evaluation of current sales trends and opportunities of our Service and Parts departments
  • 5. Improving the KIA Customer experience through good process
    • Customer retention is directly affected by good business process
    • KIA customers want to be treated with respect, kindness & value their time
    • A professional business process insures KIA customers a good experience
    • KIA customers today more than ever before look for convenience
    • Good process adds Gross Profit $$$$
  • 6. Process Evaluation
    • Pros
    • Sales and Service team members were courteous and thoughtful
    • Service consultants were prompt
    • Estimates were accurate and reasonable
    • Cons
    • No sales to service Hand Off
    • No signs of a walk around
    • No service Inspection process discussed with customers
  • 7. Process Evaluation Continued
    • Tires on customer cars are NOT being inspected at time of write up
    • First service process is currently not being utilized
    • Customers seem confused about the overall service process and tend to wait in the service drive area creating an overall confusing / chaotic atmosphere
    • New car purchase customers are not being introduced to accessories for their new purchase
    • No new car customer education about maintenance needs and how to make appointments
    • Minimal $$ YTD spent on Fixed operations advertising vs. benchmark 0.4% vs. 3.0%
  • 8. Marketing of our Fixed Operations
    • Many customers are unaware of the vast array of services we provide allowing them to seek our competitors services that are well known to them
    • 3% of service/parts gross is a benchmark for advertising
    • Maintenance service reminders are a necessity in today's fast paced lifestyles.
    • Utilizing the internet offers inexpensive and focused marketing of your services.
    • Use printed maintenance schedules as effective sales and learning aids, and be sure service consultants use these aids to counsel customers about their scheduled maintenance and light repair needs.
  • 9. Creating Trust through Inspection process
    • Be sure to complete standard vehicle inspections on every customer’s vehicle, at every visit, at no charge to the customer. This is a great way to develop a trusting relationship as you keep your customers informed of the condition of their vehicles
    • The Inspection Process will add credibility to your Service Consultants by starting them in the service drive and educating the customer in the process
    • Technicians gain customer trust through completing the inspection and personalizing it with their name and thanking the customer for their business
  • 10. Building value of products and services through training
    • KIA customers are looking for value and quality
    • Training our team members in consultative selling skills and building value are the key to increased CSI, retention and gross profit thus increasing service absorption
    • Management Team will learn how to be competitive on pricing and the value of menu sales
    • Creating one price services for multiple vehicles through weighted cost averaging
  • 11. Tire sales and customers who return
    • Selling tires will help you keep customers coming to your service department
    • 13% of the tires coming thru this dealership need replacement
    • 78% of customers will purchase from the first tire professional that expresses the need for replacement
    • Most customers who purchased tires purchased additional services
    • Such as:
      • Brakes, alignment, balancing, struts/shocks, steering components and a wide array of other services.
  • 12.
    • “It costs four to 10 times as much to attract a new customer than to retain an existing one. So, it’s imperative to keep the ones you have happy.”
    • – Fixed Ops Magazine, May 2005
  • 13. The Road to Success
    • Training of employees within service, parts and sales. We commit to 2 days initial in store training and 2 additional days per quarter to ensure your success!
    • Creating a mindset of the Excellent Customer experience
    • Developing and implementing processes that support our goals
    • Working with the management team to develop and coach their team members at a level you desire.
  • 14. It’s Our Commitment and Your Decision