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A Consumer is someone who “consumes” our. Products. CONSUMER. Services. Not a one or two time interaction More of a lasting Marriage. The Relationship – An Automotive Perspective. - Like An Arranged Marriage. Product Design, Consumer Research Website Call Centre Showroom
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A Consumer is someone who “consumes” our • Products CONSUMER • Services
Not a one or two time interaction • More of a lasting Marriage The Relationship – An Automotive Perspective
- Like An Arranged Marriage • Product Design, Consumer Research • Website • Call Centre • Showroom • Test Drive • Finance & Insurance • Car Delivery • After Sales • Trade in & Exchange Touch Points
“We try and delight the customer at every step / stage of our relationship” Delight Factors
Product Design, Consumer Research • Future needs • Evolving Tastes • Safety and Standards
Website • Layout – Simple and Interesting • Ease of Information • Brand Perception Nice Brand !
Customer Relation Centre • Waiting time • Etiquette • Call duration • Repeated call backs - Avoid
Showroom • Ambience • Sales Man / Consultant • Information & Paperwork • Hospitality
Test Drive • Timeliness • Cleanliness • Right Car • Right Route
Finance & Insurance • Usually Outsourced • Mandatory • Indifference • Profit?
Car Delivery • Timeliness • Cleanliness • PDI • Paperwork • Delight
After Sales • Periodicity • Reminders • Transparency • Expensive? • Convenience • Delight?
Upgrade • Keeping Track • Keep within the family • Loyalty
The RENAULT Customer Approach • Renault Complete Care • COTECH • Dealer Executive Training • Responsible Advertising • Fuel Efficiency • Safety
Renault Complete Care • Peace of Mind
COTECH The COTECH, a highly skilled technician, will play a key role in executing Renault complete care 43 Days of intensive training at the Renault Academy in France Training that has been adapted to Indian range and market
Dealer Executive Training “Be a Consultant , a friend , not a salesman”
Responsible Advertising • Don’t buy acres of Media • No False claims
Fuel Efficiency 1.5L dCi: powerful & affordable high KMPL & low CO2 ‘Designing powertrains that are both ecological and economical ’
Safety World leader in terms of safety : Renault is the only brand with 12 models rated 5***** at Euro NCAP crash tests
Consumer At the Heart of our Business