Section 3 Automotive Marketing and Service,Chapter 10 Aftermarket Service 10.1 Organization of a Car Dealership 10.2 Order Processing 10.3 Consultation 10.4 How to Treat Customer Complaints,Chapter 10 Aftermarket Service 10.2 Order Processing,New Words,Chapter 10 Aftermarket Service 10.2 Order Processing,New Words,Chapter 10 Aftermarket Service 10.2 Order Processing,New Words,Chapter 10 Aftermarket Service 10.2 Order Processing,Ideal arrangements for order processing depend upon mutual coordination of the following factors within the car dealerships organisational structure: Job content - What needs to be processed? Working time -How long will it take to process the job order? -When will it be finished? Planning - How should the job order be processed? - What spare parts and service equipment will be needed? - What individual procedures are included in the job order? Work locations - Which departments will carry out the individual procedures?,Chapter 10 Aftermarket Service 10.2 Order Processing,Guidelines for order processing in individual steps: 1. Record customer and vehicle data The customer receives a friendly greeting. This includes learning the name of each new customer, and then addressing this customer by name. For regular customers: Access the data for the customer and the vehicle from the computer database and then go over the information together with the customer to verify that it is valid and up to date. For new customers: Take down data for the customer and the vehicle, for instance, based on the vehicles registration papers, the service booklet, etc. Request or determine the vehicles mileage. Ask or determine when the last service was carried out if this information is not available in the computer database.,Chapter 10 Aftermarket Service 10.2 Order Processing,2. Determine repair expenditure Ask what the customer wants to have done (service inspection, repairs), and request information regarding problems with the vehicle or any sources of dissatisfaction. Use key questions to localise the problem. Examples might be: “When, and how often, does this problem crop up?“, “When did this problem first appear?“. Subject the vehicle to a thorough, systematic inspection, for instance, going over the vehicle together with the customer when it comes in. Document any damage to the vehicle, such as scratches. When necessary, conduct a test drive together with the customer, bringing along a technician or specialist as needed. When necessary, bring in other personnel to help localise the problem. These might be specialists, the shop foreman, etc.,Chapter 10 Aftermarket Service 10.2 Order Processing,At this point the customer may be informed of the calculated price. Name a specific price only for standard operations and for jobs with a standard price. Always wait until a comprehensive diagnosis has been completed before quoting a price for other types of repairs. 3. Job-order acceptance Agree on a mode of vehicle acceptance with the customer, such as vehicle delivery during business hours, mobile retrieval, airport service, etc. Schedule a time for vehicle acceptance. Schedule a provisional retrieval time and inform the customer. Offer the customer a substitute means of transport, such as a rental car. Designate a contact person for the customer.,Chapter 10 Aftermarket Service 10.2 Order Processing,Record the job order along with completion deadline, scope of the projected operations, etc., in the order book or the computer records. Carry out all of the operations prescribed by the manufacturer when processing recall vehicles and during special service campaigns. Make arrangements to ensure that capacity for processing all aspects of the job order will be available, including confirmation of spare parts availability, provision of a substitute vehicle, personnel, specialists, subcontracted services, etc. Make a note of products, such as motor oil, that may have been provided by the customer. Present any current special offers, such as seasonal campaigns, tyre changes, etc. Remind the Customer to furnish the required documents, such as the service booklet, registration certificate, radio code, and keys for wheels and the vehicle itself.,Chapter 10 Aftermarket Service 10.2 Order Processing,Agree on a mode of payment with the customer. Review all elements of the job order with the customer and run through all agreements one last time, schedule a deadline. Have the customer sign to confirm the job order! 4. Create garage-job order Have the shop foreman complete the existing or projected repair order, with information on the vehicle, applicable service instructions, etc. Provide information on the order to the responsible employees, such as mechanics and the representatives of the parts service, as well as any specialists whose services may be required. Plan any subcontracted activities, such as paint work. Review the vehicles repair record. If a repa