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Is Aftersales of Automobile Industry is still liability or Asset to Sales ?

Created by : John J Heavenly, Dy Senior Manager  | 09 23 2009 21:46:47 +0000
Industry : AutomobileFunctional Area : Business Models(Strategy & Execution)
Keywords : service automobile aftersales
Activity:  634 views;  last activity : 09 23 2010 07:25:36 +0000

Aftersales Department of any Industry more particularly considered very weak and failed to live up to the expectation of the customer just because of lack of support by Sales department of either dealer or manufacturer. This results in frustration to customer handling person and branded bad attitude. This happens whenever promised time and estimate are broken. The lack of training; infrastructure of place; equipment and tools to diagnose and fix at right first time within the promised time and money.  The timely support is lacking in these areas as these prompt investment. Will this trend of feeling liability to sales change to feel asset to Sales or remains ever as liability?

  
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Top Argument
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This is the key for growth of automobile business. In this Industry your business is growth is tottaly depend your technical service backup.
By devendra vilas patil, Sales & Application Engineer, vipul tools centre  04 21 2010 10:33:33 +0000
 
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If any automobile industry stops the after sales service, thier sales will drop down to a BIG ZERO without wasting time.
By R N Bhattacharyya, Freelancer, Freelancer  | 09 23 2010 07:25:36 +0000
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If there is no after sales, the OE will suffer. As long as the customers are happy they shall supplement each other and flourish.
By Gopala Krishnan.H, CMD, DJA-Inc  | 09 22 2010 17:34:27 +0000
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Of course It is Asset only. After-sales is a must for the automobile industry. The service is bad customer prefer to change the brand. K Rajagopalan.
By k Rajagopalan, Area Manager, Amitex Polymers (P) Ltd.  | 09 22 2010 16:38:58 +0000
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ofcourse, after sale always consider as good will and even in account books goodwill consider as fixed assets.
By HEMANT VERMA, Marketing and Branding, NAVNEET PUBLICATION INDIA LTD.  | 09 07 2010 15:14:53 +0000
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defnetly after sale is an asset which is described as s future growth of brand
By mayank deo, dealer development, harisonmotors  | 09 07 2010 12:57:08 +0000
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It is definitely an asset, customer is retention is possible by giving him the best aftersale service
By vivekanand , Marketing Manager, Mahindra First Choice  | 09 07 2010 08:51:49 +0000
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Auto companies are increasingly becoming aware that the service will drive their profitability. Importance is now being given to the service infrastructure, manpower & process. CSI's figures are becoming imporatnt tool in planning.
By santosh kumar, Marketing Manager, AUTOMOBILE  | 04 23 2010 10:15:19 +0000
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Customers in this segment look at a total selling experience i.e., not only first buy situation but also service support hence. Without a service backup and extensive network no auto OEM can look to get a sizable stake of business.
By Ramakrishnan Subramaniam, Head, Durr India Private Limited  | 03 20 2010 05:17:14 +0000
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who can imagine buying a car which has poor service. Best selling companies have strong service network & reach.
By santosh kumar, Marketing Manager, AUTOMOBILE  | 03 11 2010 05:24:14 +0000
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Aftersales Department of any Industry more particularly considered very weak and failed to live up to the expectation of the customer just because of lack of support by Sales department of either dealer or manufacturer. This results in frustration to customer handling person and branded bad attitude. This happens whenever promised time and estimate are broken. The lack of training; infrastructure of place; equipment and tools to diagnose and fix at right first time within the promised time and money.  The timely support is lacking in these areas as these prompt investment. Will this trend of feeling liability to sales change to feel asset to Sales or remains ever as liability?
By John J Heavenly, Dy Senior Manager  | 09 23 2009 21:46:47 +0000
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The qs. is a bit confusing. No, aftersales is not a liability but definitely an asset. It's the backbone of the auto or any industry for that matter. The workforce has to be trained and retained and CSI should be monitored regularly. The cashflow and margins are through this department. Quality and value for money should be a focal point of the dealer/manufacturer from the client's perspective. Lot of ways to achieve this, only most dont want to take responsibility including line managers.
By David , Parts Manager, Ferrari/Maserati Spa and Bentley UK  | 09 06 2010 06:40:42 +0000
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Service networking alone helps build confidence in the buyers and it definitely compliments sales. Rge success story of Maruti car and the brutal market share is achieved by continuous addition of quality service network and reaching to the customer the much needed service and back up.

service should be looked up as perfect compliment to improving sales and creating brand image which cannot be achieved by the so called iconic ambassadors.
By Ramesh Ganesan, Associate/Senior Associate, Saud Bahwan Automotive LLC  | 08 29 2010 10:45:37 +0000
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It is very much obvious that though, maximum money is spent from the Front end (showroom) of an auto dealership mimnimum profits are accrued from front.On the contrary,Minimum money is spent on the rear that is the service facility but the maximum profits are from service(and spare parts,replacement parts).Sadly organizations do not focus on this area and they lose their competitive edge due to this!!!
By SACHIN KORDE, Business Head, KAMAL AUTO  | 02 03 2010 09:20:41 +0000
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it depends on the employees attitude,if they treat customers well i don't think there is an issue.
By AMAN SHARMA, Mechanical Professional  | 01 06 2010 11:29:52 +0000
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The customer always expects very economical cost of maintainance from the product he buys, sales dept. always looks forward to keep him satisfied to make another sale or referral sale. It is not the failure of the service dept. to satisfy customer, but it is the customer who is taking advantage to take discounts or FOC service from Service dept. Hence, he will never show satisfaction. Service is an asset.
By Tata V.S. Kameswara Rao, Proprietor, Deals-on-Wheels  | 10 01 2009 06:35:37 +0000
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