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Mercedes Benz Service Contract - PowerPoint

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					Sunday, November 14, 2010   Ozgur Uyar   1
      Who Is Daimler-Benz?
      Daimler-Benz Vehicle Division
      Daimler-Benz after Sales Management
      Problem
      Solution




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
       retailers.



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
       business.
      How to increase after sales business?
      Customer Loyality?



Sunday, November 14, 2010   Ozgur Uyar                      6
                                             Location
                                             Ankara/Turkey
DEALER                                       Indipendent
      Long contract with                    Mercedes-Benz
                                             Service
       dealers
      Realistic coutas
      Before sales and after
       sales services
      Parts promotions
       extradiscount
      Rewards



Sunday, November 14, 2010       Ozgur Uyar                   7
                                    Question and Anwers
DEALER

 Murat Gunes said that;
   Web application.
  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
   manager circulation.
  Now he works
   indipendent.


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
   Daimler-Benz.
  I always choose
   indipendent servises.
  High maintenance costs.
  Spening time.
  Bad communication.
  Less warranty conditions.


Sunday, November 14, 2010   Ozgur Uyar                                       9
PERFECT SALES
      Facilitited Dealers(show
       room,customer services,techinc
       service,body shop etc..)
      Buying a car
      Service Advisors
      Taking a poll(customer after
       sales expectations,personel
       info,veichle type)
      Warranty contract details
      Extra warranties from
       dealer(Seasional check,oil
       change)

Sunday, November 14, 2010        Ozgur Uyar   10
PERFECT SALES
      Daimler-Benz Club
       Membership
      Sms
       Support(Activities,Bonuse
       s,Club News)
      Seasonal Check
       Reminders(With Bonuses)
      Rent a car support
      24 hours web
       service(Questoins,creative
       and alternative solutions)
      24 hours rescue service

Sunday, November 14, 2010      Ozgur Uyar   11
DEALER                                                 CUSTOMER

                 Contract with
                 Daimler-Benz                                                    •Promotions
                                                                   Cost
                                                                                 •Dealer extra
                                                                                  warranty


  Increased
    Sales                             Faciliteted                                   •Car Service
                                        Dealer                            Time
                                                                                    •Service
                                                                                     Advisor


                                                                                 •Service Advisor
         Customer                Service                      Communication
                                                                                 •Web Service
         Loyality                Advisor                                         •Daimler-Club
                                                                                  Membership




Sunday, November 14, 2010                       Ozgur Uyar                                          12
                   European School of Economics
                   Roma




Sunday, November 14, 2010       Ozgur Uyar        13

				
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