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Dealer organisation and processes

The scope of our consulting activities covers key areas of modern organisations: sales, service, marketing, human resources and market trend analysis. In the area of sales, we support the development of active sales, up-selling and cross-selling strategies, implement systems for monitoring the effectiveness of sales teams, sales funnel management and warehouse management, and improve customer service quality and the effectiveness of online sales channels.

In the area of service, we focus on optimising workshop management processes, building customer loyalty and managing the vehicle life cycle (car park). The area of marketing includes planning and controlling marketing budgets, managing customer databases and designing customer journeys.

In the area of HR, we advise on organisational structure, personnel policy, the HR Business Partner model, the implementation of competency models for management staff and remuneration systems. Our approach is complemented by monitoring and implementing key market trends, such as the agency model and electromobility.

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Customer journey

The customer journey is a combination of dynamic stages that shape the customer’s experience according to their needs and preferences. The car buyer’s journey lasts from the initial enquiry about available vehicles to the post-purchase experience.

The dealer’s task is to create added value at every stage of the sales process in order to increase the customer’s willingness to buy with each step, thereby maximising conversion in the sales funnel.

In after-sales service, on the other hand, numerous opportunities for contact with the customer should be used to shape their loyalty to the dealer and increase the chance of repeat purchases.

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Used cars sales

Used cars are a significant source of profit, enabling multiple margins to be realised on the sale of the same vehicle throughout its life cycle. Not only sales skills play an important role here, but also purchasing skills and the ability to correctly value a vehicle.

Vehicle inventory management and active shaping of the offer also require greater dynamism in order to compete effectively with other dealers and e-commerce platforms.

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Aftersales

After-sales service is one of the key business areas of a dealership. It is an important source of revenue and profitability, as well as a significant stage in building customer satisfaction and loyalty.

To fully exploit the potential of Aftersales, professional management of the following areas is required:

  • mechanical service (workshop)
  • spare parts sales
  • customer service.

The provision of high-quality services and ensuring the appropriate efficiency of orders depends on the cooperation of service advisors, the service foreman and department manager, as well as the marketing and CRM departments.

In turn, success in spare parts sales results from the proper use of all distribution channels:

  • online shop
  • own service centre
  • active upselling
  • counter sales and sales to independent service centres
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Accessories

Fully exploiting business potential depends, among other things, on skilful upselling of additional services and products. Selling accessories allows you to achieve two important goals:

  • significant increase in profitability (due to high margins)
  • customer satisfaction (thanks to retrofitting the car with additional elements).

The effectiveness of their sale depends on specific actions. These include: knowledge of the range of accessories by sales and service advisors, the ability to integrate them into the sales process, appropriate display in the showroom and service centre, and warehouse management.

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Online selling

It is estimated that approximately one-third of dealership customers prefer remote contact. Finding the desired car at their own pace, easily and comfortably, is a new generation of needs. Speed of response, online availability and customer convenience are the pillars of modern sales.

Online sales do not have to be difficult and can be attractive to both the customer and the dealership. Conducted through multiple channels by appropriately trained personnel, it represents significant potential for business development.

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Business Development Center

The Business Development Centre (BDC) is a modern customer contact centre that is a key point in the customer’s purchasing journey and connects the online world with the showroom or service centre. Our experts implement professional BDC concepts, taking into account tools, processes and employee competencies, in order to maximise the conversion of incoming traffic into orders.

The BDC is a key point in the customer service process, connecting online communication and experience with the showroom and service centre. Ensuring a positive first contact with the customer increases the chances of a positive purchasing decision. What matters here is response time, ease of contact and quality of service.  

The effectiveness of BDC depends, among other things, on:

  • a precise definition of the process and nature of multi-channel customer service
  • the implementation of an appropriate service system
  • employee competence and remuneration system.
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F&I

The number of cars purchased for cash is steadily declining. Monthly instalments, which used to cover only the price of the car, now often include a range of additional services, such as a service package, wheel replacement or a fuel card.

This creates enormous potential, which consists of:

  • easier upselling of car equipment options and maintenance services by spreading their price over monthly instalments
  • realising margins on financial services.

In addition, modern forms of financing increase customer loyalty and the chance of repeat car purchases (using so-called End-of-Term activities).

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Electromobility

Growing consumer interest in electric cars, an increasingly wide range of models and benefits for their users are contributing to the growth in sales of these vehicles.

Effective sales in this area require dealers to make strategic changes to virtually every aspect of their business, including in particular:

  • providing charging facilities.
  • competence of sales advisors
  • competence of service staff
  • revenue model in light of fewer repairs
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Social selling

Modern salespeople must be as comfortable navigating the online world as they are talking on the telephone or interacting face-to-face. Social selling allows them to maintain contact with customers in a very non-intrusive way.

Research shows that social media is an effective channel for generating leads and recommendations and actually shortens the sales process. It also enables effective management of a company’s reputation, relationship building and strengthening customer loyalty.

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