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Business Performance & Customer Opinion

 

U.K. Targets     UNITED KINGDOM    

Vehicle Distributors Handbooks

 

Vehicle Distributors

This Handbook gives specific survey and other information on the named Company and Showroom and includes data on the Company's Clients (Private / Business / Institutional), Products & Services, Competitors and Competitive Situation, Comparison with other company showrooms and the Company's Operational and Business Performance. The data is given in tabular and numeric form and comprises of some 220 pages.

 

1. Comparative data on the company's main competitors in the area. (a / b / c / d / e)

This section analyses the named company's performance with that of up to 15 general competitors.

2. Comparison of the showroom's Performance in comparison to that of other company showrooms. Comparative Regional data for Products & Services. (a / b / c / d)

This section analyses the named showroom with up to 15 other company showrooms and/or with comparative regional data.

3. Business Performance data on the company's most important operational activities.

Point-of-Sale & Information / Marketing & Advertising / Enquiry Handling / Pricing & Quotations / Personal Contact & Handling / Preparation of Prices & Quotations / Client Handling / Print & Documentation / Contracts / Business + Commercial Client Handling / Pricing & Offer Procedures / Terms & Part-Exchange Pricing / Client Contact & Up-dating / Credit & Financial Services / Corporate & Business Operations / Warrantee Operations / After-Sales Services / Miscellaneous Operations.

4. Client Opinion data on the company's most important products and services. (a / b / c / d)

Private New Car: Small / Private New Car: Medium / Private New Car: Family / Private New Car: Executive / Company Car: Small / Company Car: Medium / Company Car: Estate / Company Car: Executive / Company: Car Based Van / Company: Van / Secondhand Cars / Optional Extras & Accessories / Warrantee Services / Regular Servicing & Maintenance / Ad Hoc Maintenance / Accident Repair / Bodywork Services / Breakdown Services / Spares & Parts / Consumables / Miscellaneous Products & Services.

5. Company's Staff Perceptions of their company. (e)

 

6. Abuse of Position

Firms which abuse their position in the market or which use their position to gain an unfair or immoral advantage are covered in this section.

 

The above data is given as a matrix with EACH of the items (a) - (e) listed below.

(a) PRIVATE CLIENTS: Satisfaction with the company's Service / Product quality; Satisfaction with Product / Service availability; Satisfaction with existing Product / Services; Satisfaction with existing company; Satisfaction with the company's customer handling; Satisfaction with customer contact; Satisfaction with existing methods of business handling & Product / Services offered; Satisfaction with the company's terms of trading; Satisfaction with the company's After-Sales Services; Reaction to the company's customer handling; Reaction to the company's marketing activities.

(b) BUSINESS CLIENTS: Satisfaction with Product / Service quality; Satisfaction with Product / Service availability; Satisfaction with existing Product / Services; Satisfaction with existing supplier company; Satisfaction with customer handling; Satisfaction with customer contact; Satisfaction with existing methods of customer handling, timing and Product / Services offered; Satisfaction with terms of trading; Satisfaction with After-Sales Services; Reaction to sales promotion activity.

(c) BUSINESS DECISION MAKERS: Person/s deciding if the company is used. Person/s initiating decision to increase levels of business. Person/s initiating decision to introduce new products or services. Person/s deciding what products / services are to be used. Person/s evaluating Product / Service business needs. Person/s evaluating the Companies + Product / Services available. Person/s surveying or vetting companies. Person/s approving / authorising transactions. Person/s negotiating terms with the company. Person/s evaluating the company's Product / Services costs. Person/s evaluating the companies / services / products available. Person/s preparing specifications for Product / Services used. Person/s deciding if Product / Services are appropriate. Person/s setting or altering levels of business. Person/s making decisions to use competitive company/s. Person/s monitoring results of Product / Services purchased.

(d) PRIVATE + BUSINESS CLIENT OPINIONS: Client Confidence: Administration + Sales + Service Staff/ Documentation/ Advertising. Reputation: Company + Showroom Level/ Administration + Sales + Service Staff. Staff Efficiency: Company + Showroom Level/ Administration + Sales + Service Staff/ Documentation/ Problem Solving. Staff Performance: Company + Showroom Level/ Administration + Sales + Service Staff/ Documentation/ Client Handling. Staff Integrity: Company + Showroom Level/ Administration + Sales + Service Staff. Truth & Honesty: Company + Showroom Level/ Administration + Sales + Service Staff/ Advertising & Promotions. Written Communications: Company + Showroom Level/ Administration + Sales + Service Staff/ Contractual. Verbal Contact: Administration + Sales + Service Staff. Client Handling: Company + Showroom Level/ Administration + Sales + Service Staff. Client Complaint Handling: Company + Showroom Level/ Administration + Sales + Service Staff. Client Problem Solving: Administration + Sales + Service Staff. Staff Comprehension of Product: Sales + Service Staff. Client Awareness: Company + Showroom Level. Staff Awareness: Sales + Service Staff. Product Confidence: Company + Showroom Level. Client Service: Company + Showroom Level/ Administration + Sales + Service Staff/ Documentation. Initial Client Response: Company + Showroom Level/ Sales + Service Staff. Information for Clients: Company + Showroom Level/ Administration + Sales + Service Staff. Promotional Activity: Company + Showroom Level. Advertising Posture: Company + Showroom Level. Documentation: Company + Showroom Level. Client Confidence: Company + Showroom Level. Credibility: Advertising/ Documentation/ Service + Sales Staff + Administration/ Company + Showroom Level.

(e) COMPANY'S OWN STAFF SURVEYS: Reactions to the company's marketing activities. Satisfaction with existing methods & systems. Satisfaction with existing resources & company facilities. Satisfaction with existing methods of client & business handling. Satisfaction with quality of the workplace & terms of employment. Satisfaction with ability and expertise of fellow staff / line managers / service staff. Satisfaction with quality & specifications of products / services sold. Satisfaction with equipment & materials. Satisfaction with company's customer handling policy. Satisfaction with staff's technical & other assistance received. Satisfaction with company's after-sales policy. Satisfaction with Senior Management.

220-330 pp. Price: £595  Delivery: 24 hours

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