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CONSUMER

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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CONSUMER

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Presentation Transcript

  1. A Consumer is someone who “consumes” our • Products CONSUMER • Services

  2. Not a one or two time interaction • More of a lasting Marriage The Relationship – An Automotive Perspective

  3. - 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

  4. “We try and delight the customer at every step / stage of our relationship” Delight Factors

  5. Product Design, Consumer Research • Future needs • Evolving Tastes • Safety and Standards

  6. Website • Layout – Simple and Interesting • Ease of Information • Brand Perception Nice Brand !

  7. Customer Relation Centre • Waiting time • Etiquette • Call duration • Repeated call backs - Avoid

  8. Showroom • Ambience • Sales Man / Consultant • Information & Paperwork • Hospitality

  9. Test Drive • Timeliness • Cleanliness • Right Car • Right Route

  10. Finance & Insurance • Usually Outsourced • Mandatory • Indifference • Profit?

  11. Car Delivery • Timeliness • Cleanliness • PDI • Paperwork • Delight

  12. After Sales • Periodicity • Reminders • Transparency • Expensive? • Convenience • Delight?

  13. Upgrade • Keeping Track • Keep within the family • Loyalty

  14. The RENAULT Customer Approach • Renault Complete Care • COTECH • Dealer Executive Training • Responsible Advertising • Fuel Efficiency • Safety

  15. Renault Complete Care • Peace of Mind

  16. 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

  17. Dealer Executive Training “Be a Consultant , a friend , not a salesman”

  18. Responsible Advertising • Don’t buy acres of Media • No False claims

  19. Fuel Efficiency 1.5L dCi: powerful & affordable high KMPL & low CO2 ‘Designing powertrains that are both ecological and economical ’

  20. Safety World leader in terms of safety : Renault is the only brand with 12 models rated 5***** at Euro NCAP crash tests

  21. Consumer At the Heart of our Business

  22. THANK YOU

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