Indian car buyers have not really been exposed to customer care in a competitive environment.
Your customers are judging every aspect of every transaction and rating everything, from friendliness of people to ease of doing business to quality of product to service after the sale.
More business is lost every year through neglect than through any other cause.
At a car dealership, the person who sells the car is the hero, and also gets the commission. But if the mechanics don't service that car well, the customer won't return.
There's a place in the world for any business that takes care of its customers-after the sale.
When I started selling air conditioners early on, customers were willing to pay an extra 200 yuan to buy from Suning. Why? Service was good.
It ought to be self-evident common sense that service is important to sales. But it's not.
In the sales profession, the real work begins after the sale is made.
