1
|
|
2
|
- Automobile sales in Japan has plunged 22% in December from a year
earlier to the worst level on record for the month when demand fell to a
34-year low
- (according to the Japan Automobile Dealers Association )
-
«JD Power has lowered its 2008 forecast for U.S.
new-vehicle sales by nearly 5% to the lowest level since 1994.
- It says declining consumer confidence and spending, along with
turbulence in the financial markets, has driven its revised forecast to
14.95 million cars and light trucks from 15.7 million.»
- « Bob Schnorbus chief economist at JD Power said the auto industry has
entered a recession phase. This will lead to major job suppression for
US auto makers. »
- Year 2009 could be worst in the US and Canada since consumers are
worried while facing the current financial crisis.
- Sales decrease in the US for January 2009
- GM -46%
- FORD -14%
- CHRYSLER -34%
- A car dealer can react to the current financial crisis for as little as
50¢ a month!
- Here is how…
|
3
|
- 500 new vehicles sold by a dealer in a year
represent 15 000 000 $ revenues for one year
70% revenues from the
sales department (10 500 000 $)
30% revenues from the service department (4 500 000 $)
- For a current service retention at a low 25% (industry average)
Since anticipated 2009 revenues will surely decrease, a dealer
will need to compose with it’s customer base and increase the service
retention.
- « It is more profitable to put in place retention initiatives for
current customers rather than deploy enormous efforts to find new ones
».
- Let us suppose that we increase retention to 35% ( +10%),
- then the total service revenues
would be 4 950 000 $,
an increase in service revenues of 450 000 $
and by consequence, total yearly dealer revenues would be 15 450
000 $
- 500 new vehicles sold in a year
in four years = 2 000 vehicles in the DB
- (four year old vehicles are very profitable for a service department,
ex: timing belt )
-
Fees for ServiNet CRM :
50¢ per vehicle per month = 12 000 $ per year
Net additional year revenues of 438 000 $
|
4
|
- A technical advisor must sell an average of 1,5 work hours to each
customer visiting the dealer service department . For each dollar spent
in work time and equivalent dollar is spent for parts.
REVENUES
Time : 1,5 * 75 $ an hour = 112,50 $
Parts sold : 112,50 $
Total : 225 $
Salaries: - 18 $ * 1,5 = -27 $
Parts cost : 112,50 $ * 65 % = -73 $
Total expense : 100 $
Gross profit : 225 $ - 100 $ = 125 $
|
5
|
- First, is your website pro-active?
How often your customers take service appointments thru your
website?
How much does 1,000 service appointments worth?
$125,000 of gross profits
Why does ServiNet helps in making your website pro-active?
- Because your customer can book a service appointment very easily.
(Your customer only needs
to choose the date and time of his appointment and describe what needs
to be done on his vehicle because ServiNet knows all it needs to know
about your customer and it’s vehicle)
- ServiNet also allows you to organise promotions for your customers, for
example:
- Give each 1,000 customers that
book an appointment to your service department, using your website, an
all terrain bicycle worth 500 $.
- This promotion will be publicized
in every communication that ServiNet will send your customers and will
surely generate service revenues for $125,000 minus $500.00 for a small decrease in
gross profits to 124 500 $
- (This is only and example amongst many others)
|
6
|
|
7
|
|
8
|
|
9
|
|
10
|
|
11
|
|
12
|
- Do you know what is your customer satisfaction rating?
- (for both sales and service
departments)
- How can you know?
- You need a feedback
- (from both clients and visitors)
- and
- You must be able to measure this rating
|
13
|
|
14
|
|
15
|
|
16
|
|
17
|
|
18
|
- « La fine fleur de la Gestion de la Relation Client, c’est sur le
Web qu’elle se déploiera. Il s’agira de créer une relation personnalisée
avec les clients dans un environnement fondamentalement
impersonnel. »
Yvan Barcelo, Les
tendances à surveiller, journal Les Affaires, Octobre 2003
|
19
|
- Click below to know more about new marketing techniques
- http://webservinet.com/servinet/Menu/Documentation/HowToMarketingEnglish.mht
|
20
|
- A unique customer relation service for performance measuring
- A unique customer relation service
|