Sunday, June 01, 20141Ozgur Uyar

Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June 01, 2014Ozgur Uyar2

Daimler AG with its businesses Mercedes-Benz Cars, Daimler Trucks, Daimler Financial Services, Mercedes-Benz Vans and Daimler Buses, is a globally leading producer of premium passenger cars and the largest manufacturer of heavy- and medium-duty trucks in the world. Daimler sells its products in nearly all the countries of the world and has production facilities on five continents. Daimler and its employees willingly accept an obligation to act responsibly towards society and the environment and to shape the future of safe and sustainable mobility with groundbreaking technologies and high-quality products. Sunday, June 01, 2014Ozgur Uyar3

Sunday, June 01, 2014Ozgur Uyar4 CarsVans TrucksBuses

A car dealership or vehicle local distribution is a business that sells new cars and/or used cars at the retail level, based on a dealership contract with an automaker or its sales subsidiary. It do the selling. A car dealership also provide maintenance services for cars, thus employing automobile mechanics, stock and sell spare automobile parts, and process warranty claims. As new car sales have declined, the after sales business has taken on increasing importance for auto retailers. Sunday, June 01, 2014Ozgur Uyar5

After sales business generates 50% Daimler- Benz profits with just 20% revenues. Most recent revenue figures indicate that only a portion of Daimler-Benz customers resort to the firms official dealer network for after sales business. How to increase after sales business? Customer Loyality? Sunday, June 01, 2014Ozgur Uyar6

Sunday, June 01, 2014Ozgur Uyar7 Location Ankara/Turkey Indipendent Mercedes-Benz Service DEALER Long contract with dealers Realistic coutas Before sales and after sales services Parts promotions extradiscount Rewards

Sunday, June 01, 2014Ozgur Uyar 8 Question and Anwers DEALER Murat Gunes said that; Web application. Not only Ankara city. I worked in Mercedes- Benz dealer service. According to me Mercedes-Benz after sales management is terrible. So much employee and manager circulation. Now he works indipendent.

CUSTOMER Ahmet Uyar said that; I should be partner of the Daimler-Benz. I always choose indipendent servises. High maintenance costs. Spening time. Bad communication. Less warranty conditions. Ahmet Uyar Mercedes S-Class user. 56 years old. 10 years user Sunday, June 01, 2014Ozgur Uyar9 What My Dad Want?

PERFECT SALES Facilitited Dealers(show room,customer services,techinc service,body shop etc..) Buying a car Service Advisors Taking a poll(customer after sales expectations,personel info,veichle type) Warranty contract details Extra warranties from dealer(Seasional check,oil change) Sunday, June 01, 2014Ozgur Uyar10

PERFECT SALES Daimler-Benz Club Membership Sms Support(Activities,Bonuse s,Club News) Seasonal Check Reminders(With Bonuses) Rent a car support 24 hours web service(Questoins,creative and alternative solutions) 24 hours rescue service Sunday, June 01, 2014Ozgur Uyar11

DEALER CUSTOMER Faciliteted Dealer Service Advisor Customer Loyality Increased Sales Contract with Daimler-Benz Cost Promotions Dealer extra warranty Time Car Service Service Advisor Communication Service Advisor Web Service Daimler-Club Membership Sunday, June 01, 2014Ozgur Uyar12

Sunday, June 01, 2014Ozgur Uyar13 European School of Economics Roma