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3. From a consumer perspective, what useful parallels do you see

between operating a car sales and Enter question
service dealership and operating
health services?
4. What advice would you give to Carol Sullivan-Diaz?

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3. from a consumer perspective, what useful parallels do

you see between operating a car sales and Snap a photo from your
service dealership and
operating health services? phone to post a question
We'll send you a one-time download
Health services can be defined as the services performed by
health care professionals for the purpose of link
promoting,
maintaining, or restoring health. Operating car sales and service
dealership doesn’t differ
sharply from health services, because
sales agents play the most important role in the process of service
offerings, service promotions, communication and persuasion of
people, supporting customers and 888-888-8888 Text me
encouraging them to act. Both
fields require understanding how to communicate with customers, how
to
obtain and procure their trust etc. No matter what type of
business or industry you are in, it’s very essential
By providing your phone number, you agree to receive a one-time
and important
that you give the best service to your customer. Automobile sales
and service dealership automated text message with a link to get the app. Standard
and running health care services have many
similarities, having a customer oriented strategy that would messaging rates may apply.

benefit all of the stakeholders.

4. What advice would you give to Carol

Sullivan-Diaz?               

Her responsibilities at the previous job included attracting new

members, handling complaints, and market My Textbook Solutions
research and member
retention programs. These are the main skills necessary to regain
and rebuild the
damaged image of Auto world. Selling a business
seems to be the easiest step to make, but Carol’s
working
experience gives her the real opportunity to start everything
over.

Identifying and eliminating wastes and implementing

continuous improvements

Start on the service writing process, computerized the service

writing and billing to decrease turn-around
Advanced... Managerial... Human...
time and avoid long
waiting time of customers. To avoid rework, it may be letter that
customers first speak
to mechanics and mechanics will forward his
diagnosis to service writers who will give the quotations. 3rd Edition 7th Edition 14th Edition
 Mechanics should also be able to explain to customers the
diagnosis, especially if there are several View all solutions

 
possible problems. This
is to
pinpoint the enact problem.
manage the
Textbook expectations
Solutions of theQ&A
Expert customer that itPack
Study may take
several
Practice tries to 

Improve the service scope of the service

department

This should be at par with the front-end business. For a start,

they could provide a waiting lounge with
chairs. If possible TV and
some magazines so that customers may still be entertained while
they are
waiting. 6oing this will improve customer impressions on
doing business with Auto world and lift morale of
the employees.
Salespeople will also be proud to refer the company’s service
department with its new
look.

Launch soft-skills training for the service department

employees

With the objective of instilling customer service culture. The

back-end business employees have high
technical skills but lacks
people-skills. The training will also include proper handling of
service failures. Carol
can hire an outside consultant to do
this.

Launch a customer care program to encourage delivering

high quality" service

The company can do their own after-sales surveys and reward

employees with highevaluations and
impose performance improvement
programs on those who continuously fail. Integrate survey results
in the
performance appraisal of the employees.

Redefine qualifications for service personnel

selection

IIR should be noted of qualifications and standards for

selection of future employees- excellent inter
personal
communication skills, pleasant appearance and etc.

Design a channel where customers can supple

feedback

From their most recenttransactions. Feedbacks can be supplied

onsite (feedback forms) and electronically
through sms or emails).
The objective is to make the process of sending positive and
negative feedbacks
easy for the customers.

Include in the sales managers- objectives that protocols

are being followed

This will ensure that sales people always refer the service
department.

Include the service department in the promotions and

other marketing activities.

This will increase awareness of the service department. Upon

computerization, the company can also
create a database which can
monitor customers. The company can identify loyal customers or
those who
never came back. With that they can implement customer
loyalty discount schemes (ex- 10% discount on
your third change oil
service).they can also call customers and remind them of service
offerings (ex. Calling
a customer after 6 months and
asking-reminding that they might need a tune up or change oil)

Change the window time for check-in and check-out of

vehicles.

Surveys show that customers feel that the service hour is

inconvenient. $&tend time for check-in and
check-out without
adding headcount through shifting schedule of the employees.

Implement a dress-code policy

 This is in response to negative survey results on service
employee appearance specially the front liners.
 Appropriate
dress-code promotes
Textbook proper office decorum
Solutions Expert and lifts employee
self-esteem.
Q&A Study Pack Practice if possible
provide uniforms for the frontlines (e.g.
collared polo shirts in company color with company logo and


employee name)and the mechanics (e.g. single colored coveralls with

name and company logo).

Come up with innovative offerings that can drive up the

company profit.

An example will be offering extension of service warranties for

an additional premium to new and pre-
owned vehicle buyers. Auto
world should maximize potential of this captive market.

Offer additional services that will be of value to the

customers.

When the company starts doing letter again, they could come up
with additional services that would
entice customers to keep coming
back or to attract new ones. They could offer free pickup and
delivery of
cars for repair or maintenance. Another example could
be a day-after service call or follow up, just to check
if the
customer was happy and satisfied with their service.

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Practice with similar questions

Q: From a consumer perspective, what useful parallels do you see

between operating a car sales and service dealership
and operating
health services?

A: See answer

Questions viewed by other students

Q:   1. How does marketing

cars differ from marketing service for those same
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2. Compare and contrast the
sales and
service departments at Auto World.
3.
From a consumer perspective, what useful parallels do you see
between operating a car sales and service dealership and
operating health services?
4.
What advice would you give
to Carol Sullivan-Diaz?
these questions...

A: See answer

Q: Compare and contrast the sales department and the service

department at Auto World.

A: See answer

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