Tina Bauman May 2005 University of St. Thomas Waking Up Dormant Dealers
Situation Interest: Need to generate sales volume Issue: Approx. 20% of dealers never activate Reason for lack of business is unknown
“Companies can become like a bucket with a hole in the bottom: their customers drain away but the company managers, instead of concentrating on fixing the hole, devote resources to pouring more and more new customers into the top.” (Hill & Alexander, 2000)
Research Question Do dealers become dormant because they are dissatisfied with GE’s services?
Methodology Mailed a survey to 218 dormant dealers –Enrolled but have not submitted business –23 Likert scale & open-ended questions –Incentive: drawing for one of ten $25 Gift Cheques Response rate 24%
Possible Reasons for Dormancy –Enrollment process –Marketing materials –Sales interaction –Customer service –Training –Method of communication –Financing program
Sample Survey Questions How satisfied were you with the length of the enrollment process? How satisfied were you with the amount of contact made by your GE Salesperson?
Satisfaction Results
Why Dealers Are Not Using GE
Training Results Will training influence program participation? No 32% No Answer 16% Yes 52%
Training Results Preferred Methods of Training Training Handbook InternetSession w/ Sales CD RomVideoPhone Methods of Training Responses
Do dealers become dormant because they are dissatisfied with GE’s services? YES
Recommendations Develop a dealer training program Increase contacts/information by sales team Compare GE and competitors’ financing programs
Questions? Waking Up Dormant DealersTina Bauman