Sunday, November 14, 2010 Ozgur Uyar 1
Who Is Daimler-Benz?
Daimler-Benz Vehicle Division
Daimler-Benz after Sales Management
Sunday, November 14, 2010 Ozgur Uyar 2
Daimler AG with its businesses Mercedes-Benz Cars, Daimler
Trucks, Daimler Financial Services, Mercedes-Benz Vans and
Daimler Buses, is a globally leading producer of premium
passenger cars and the largest manufacturer of heavy- and
medium-duty trucks in the world.
Daimler sells its products in nearly all the countries of the world
and has production facilities on five continents.
Daimler and its employees willingly accept an obligation to act
responsibly towards society and the environment and to shape the
future of safe and sustainable mobility with groundbreaking
technologies and high-quality products.
Sunday, November 14, 2010 Ozgur Uyar 3
Cars Vans Trucks Buses
Sunday, November 14, 2010 Ozgur Uyar 4
A car dealership or vehicle local
distribution is a business that
sells new cars and/or used cars
at the retail level, based on a
dealership contract with an
automaker or its sales
subsidiary. It do the selling.
A car dealership also provide
maintenance services for cars,
thus employing automobile
mechanics, stock and sell spare
automobile parts, and process
warranty claims. As new car
sales have declined, the after
sales business has taken on
increasing importance for auto
Sunday, November 14, 2010 Ozgur Uyar 5
After sales business generates 50% Daimler-
Benz profits with just 20% revenues. Most
recent revenue figures indicate that only a
portion of Daimler-Benz customers resort to
the firm’s official dealer network for after sales
How to increase after sales business?
Sunday, November 14, 2010 Ozgur Uyar 6
Long contract with Mercedes-Benz
Before sales and after
Sunday, November 14, 2010 Ozgur Uyar 7
Question and Anwers
Murat Gunes said that;
Not only Ankara city.
I worked in Mercedes-
Benz dealer service.
According to me
Mercedes-Benz after sales
management is terrible.
So much employee and
Now he works
Sunday, November 14, 2010 Ozgur Uyar 8
CUSTOMER What My Dad Want?
Ahmet Uyar Mercedes S-Class user.
Ahmet Uyar said that;
56 years old.
I should be partner of the 10 years user
I always choose
High maintenance costs.
Less warranty conditions.
Sunday, November 14, 2010 Ozgur Uyar 9
service,body shop etc..)
Buying a car
Taking a poll(customer after
Warranty contract details
Extra warranties from
Sunday, November 14, 2010 Ozgur Uyar 10
Rent a car support
24 hours web
and alternative solutions)
24 hours rescue service
Sunday, November 14, 2010 Ozgur Uyar 11
Sales Faciliteted •Car Service
Customer Service Communication
Loyality Advisor •Daimler-Club
Sunday, November 14, 2010 Ozgur Uyar 12
European School of Economics
Sunday, November 14, 2010 Ozgur Uyar 13