1) What is your Name and Designation? Ans: Krish. Sales Associate.
2) How many years of experience you have in 4 wheeler sales & Service? Ans: 2 Years.
3) From how long you are associated with Car Dealer Outlet? Ans: 1 Year.
4) What do you think of Attention paid by Management on feed back of the customers? (0-5 Scale)
Ans: As far as my experience is concerned I would rate “2” because there are many issues which need to be addressed like staff training, Facilities and amenities etc.
5) What do you think of Managements perception towards employees?
Ans: Management, as it a franchisee managed by proprietor they count everything with money which does not work all the times. Issues like increasing the staff, training, leaves, holidays, salaries, increments and welfare measures etc are grey areas which need to be focused.
6) Are your existing customers satisfied with after sales service?
Ans: To some extent yes but It’s not cent percent and areas like providing amenities, In time deliveries etc should be focused more on.
7) How much do you rate (0-5) on ambience and hygiene of your showroom? Why?
Ans: I rate 3; we do have problems on external branding, space in sufficiency etc problems.
8) What is cause for gap in Pre Sales and Post sales customer’s satisfaction levels?
Ans: I feel that for sale margin will be high and for service margin is less and management is focusing more on sales and paying less attention towards after sales services.
9) Are you receiving complaints and what are the challenges in addressing the complaints?
Ans: Yes we do receive complaints from our existing customers mostly on service deliveries etc. Week end services will be more and planning and roistering of duties are not planned well.
10) Are you facing any challenges in attending customers and providing all the details?
Ans: Few challenges are there like staffs are not completely equipped with product knowledge etc and manpower insufficiency at the time of seasons and peak days.
11) Are customers expecting addition Information apart from Product and what are the issues?
Ans: Yes they ask us like EMI Options, Interest rates, which bank is good, Insurance etc we could not help them as we will not have details.
12) On a scale of 0-5 how much will you rate your show room on quality of service?
Ans: I would rate 3, the service standards and sales standards need to be Increased.
13) What do you think is the reason for gap between Walk Ins Vs Conversions?
Ans: We are not doing any promotional activities and whoever is coming In they are checking the nearest Hyundai show room on Net and coming In and they are high end customers and training on handling them is a task. If we could Increase local branding which will increase walk ins and the conversion would become better.
14) As an associate of Car Dealer Outlet you as a customer will be satisfied? Yes.
15) As an employee of Car Dealer Outlet are you a motivated employee? To some extent.
16) As a Professional are the attributes which will lead to high end Customer Satisfaction and relationships?
Ans: First thing is the satisfied internal customers (Employees and other stake holders), Secondly the standards and finally operating in a systematic way as per pre planned strategy.
Any Other Points you want to Add to this: No
1) What is your Name and Designation? Ans: Ramu, Service Head
2) How many years of experience you have in 4 wheeler sales & Service? Ans: 9 Years.
3) From how long you are associated with Car Dealer Outlet? Ans: 4 Years.
4) What do you think of Attention paid by Management on feed back of the customers? (0-5 Scale)
Ans: Yes, the things are getting improvised and quality is not one time process it has to be monitored regularly and changes need to be made and we are doing that based on the customer’s feedback.
5) What do you think of Managements perception towards employees?
Ans: Good, Employees always expect more money, salaries, benefits etc and the same way employer expects more productivity etc there will be gap always which need to be filled and in our service team we do organize counseling sessions, trainings, engagement activities etc to keep my motivated else it will not possible for us to meet deadlines and maintain customer relations.
6) Are your existing customers satisfied with after sales service?
Ans: Yes, there are cases where we got sales by reference of our old customers.
7) How much do you rate (0-5) on ambience and hygiene of your store? Why?
Ans: 3 I rate 3, At peak days and festive seasons the property we have can’t cater the requirement and management is working on alternative arrangements.
8) What is cause for gap in Pre Sales and Post sales customer’s satisfaction levels?
Ans: The gap will always be there we are trying our best to reach to the maximum extent of customers expectations. Always it is not possible to satisfy the all the customers.
9) Are you receiving complaints and what are the challenges in addressing the complaints?
Ans: In very rare cases we get complaints and we are addressing them few issues like non availability of spare parts, out of TAT on deliveries etc.
10) Are you facing any challenges in attending customers and providing all the details?
Ans: Whenever there is a need of assisting sales team in explaining customers about the techniqualities etc we are always there.
11) Are customers expecting addition Information apart from Product and what are the issues?
Ans: Yes, They ask us about additional fixtures and their costs etc we could not help them because we will have data pertaining to that.
12) On a scale of 0-5 how much will you rate your show room on quality of service?
Ans: Its 4, If you our reports and track records the service quality in increasing in a positive phase.
13) What do you think is the reason for gap between Walk Ins Vs Conversions?
Ans: Probably they might be comparing the products with other brands and then buying the product.
14) As an associate of Car Dealer Outlet you as a customer will be satisfied? Yes.
15) As an employee of Car Dealer Outlet are you a motivated employee? Yes
16) As a Professional are the attributes which will lead to high end Customer Satisfaction and relationships?
Ans: Commitment and standing by that.
Any Other Points you want to Add to this: No
1) What is your Name and Designation? Ans: Raju, Manager – Sales & Marketing.
2) How many years of experience you have in 4 wheeler sales & Service? Ans: 6 Years.
3) From how long you are associated with Car Dealer Outlet? Ans: 2.6 Years.
4) What do you think of Attention paid by Management on feed back of the customers? (0-5 Scale)
Ans: The Management is paying attention on customer satisfaction based on their feedback. Few back logs are there like internal branding improvement, creation of high end modern amenities etc which are Investment related.
5) What do you think of Managements perception towards employees?
Ans: It’s ok but the focus area is fixing flexible targets and paying incentives in time etc.
6) Are your existing customers satisfied with after sales service?
Ans: It’s ok obviously there will be some gaps as we commit many things to customers at the time of sale and few times it depends on time and the type of service.
7) How much do you rate (0-5) on ambience and hygiene of your store? Why?
Ans: 3.5 will be score as the things like parking, product availability etc are the issues.
8) What is cause for gap in Pre Sales and Post sales customer’s satisfaction levels?
Ans: As I discussed above at the time of sale to achieve our target and to close the sale we will tell them many things sometimes it may not be possible to render service within TAT.
9) Are you receiving complaints and what are the challenges in addressing the complaints?
Ans: Issues will be there always and it is the way where we can learn and excel the main thing what I feel is ensure that same compliant repeats again and in our meetings we discuss and close the gaps.
10) Are you facing any challenges in attending customers and providing all the details?
Ans: Only in very less cases where customers are having very less knowledge on technical and brand awareness, staff is being trained regularly on these.
11) Are customers expecting addition Information apart from Product and what are the issues?
Ans: In few cases where customers are not that computer savvy and they expect all additional from us at our level we are handling but at few levels there are gaps and we are working on it.
12) On a scale of 0-5 how much will you rate your show room on quality of service?
Ans: The score is 3, We are working on the things pertaining to standards by Implementing TQM etc.
13) What do you think is the reason for gap between Walk Ins Vs Conversions?
Ans: There will be many types of walk INS, few they will plan for some time and they will walk in now. Few Just to look at the models, few for Price and model comparisons we are closing all prospective walk Ins.
14) As an associate of Car Dealer Outlet you as a customer will be satisfied? Yes.
15) As an employee of Car Dealer Outlet are you a motivated employee? Yes.
16) As a Professional are the attributes which will lead to high end Customer Satisfaction and relationships?
New Initiatives Eg: like we have Implemented sending SMS and Mails to existing and the walk In customers on their Birth Days, Anniversaries etc. Few more are there in pipe line which will be implemented soon.
Any Other Points you want to Add to this: No
Sampling Techniques:
I really felt amazed on collecting responses from employees working in Car Dealer Outlet my project would not have fully completed if I would not have done third questionnaire and the interesting part of this is it is a qualitative questionnaire which helped me to get valid and accurate and exact response what a respondent would like to share.
I have interviewed three employees and sample size consists of employee who has got experience in relevant field from two to nine years. The functional operations considered were Sales and Service departments. The first person is a sales associate who has got total two years of experience and he is associated with Car Dealer Outlet from last one year.
The second person is a service head who has got nine years of experience and he is associated with Car Dealer Outlet from past four years and the third person is sales and marketing head of the showroom he has got six years of experience in four wheeler sales and working with Car Dealer Outlet from last two and Half years.
The objective of covering these are maturity levels of the respondents and the to identify the communication gap between sales and service teams and their coordination with the management etc. As two of the respondents are matured and managerial their answers were hypothetical and the way they responded were of high morale it was tough for me to analyze and the response from front end sales associate is so aggressive as he is a person with high level enthusiasm and in frustration with the mode of operations etc.
The earlier responses from existing and prospective customers helped me to analyze and the qualitative responses collected from employees has got their role to play in analyzing the data.
Conclusion:
I have complied the responses of existing and prospective customers in line with the response from the employees. I have touched all the concerns and the CRM related issues while discussing with the employees.
The responses has got are multi feasted and complicated as the way the level of people respond. The senior level and middle level people they will disclose any negative issues before third person who ever it is as they are matured and in this case they have responded maturely and with examples and initiatives taken.
It is very clear that there is a gap in communication systems and the mode of operations, employee satisfaction etc. There are issues which need to be prioritized and focused. The detailed solutions for the issues and gaps observed are discussed in suggestions.
Suggestions:
The Training on product, services, selling and customer relations skills etc to be given to all the staff. The outlook should be there on improving ambience and facility management.
The multi tasking skill development should be there in place because there were few respondents who shared that they have not seen proper attention and the reason is it is a season and we will have more walk Ins and we will not have enough manpower if other department staff were also trained then they can shift the work when ever and where ever it is required.