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Page 1: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

Monday, April 10, 2023 1Ozgur Uyar

Page 2: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution

Monday, April 10, 2023 Ozgur Uyar 2

Page 3: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

Daimler AG with its businesses Mercedes-Benz Cars, Daimler Trucks, Daimler Financial Services, Mercedes-Benz Vans and Daimler Buses, is a globally leading producer of premium passenger cars and the largest manufacturer of heavy- and medium-duty trucks in the world.

Daimler sells its products in nearly all the countries of the world and has production facilities on five continents.

Daimler and its employees willingly accept an obligation to act responsibly towards society and the environment and to shape the future of safe and sustainable mobility with groundbreaking technologies and high-quality products.

Monday, April 10, 2023 Ozgur Uyar 3

Page 4: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

Monday, April 10, 2023 Ozgur Uyar 4

Cars Vans Trucks Buses

Page 5: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

A car dealership or vehicle local distribution is a business that sells new cars and/or used cars at the retail level, based on a dealership contract with an automaker or its sales subsidiary. It do the selling.

A car dealership also provide maintenance services for cars, thus employing automobile mechanics, stock and sell spare automobile parts, and process warranty claims. As new car sales have declined, the after sales business has taken on increasing importance for auto retailers.

Monday, April 10, 2023 Ozgur Uyar 5

Page 6: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

After sales business generates 50% Daimler-Benz profits with just 20% revenues. Most recent revenue figures indicate that only a portion of Daimler-Benz customers resort to the firm’s official dealer network for after sales business.

How to increase after sales business? Customer Loyality?

Monday, April 10, 2023 Ozgur Uyar 6

Page 7: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

Monday, April 10, 2023 Ozgur Uyar 7

Location Ankara/Turkey

Indipendent Mercedes-Benz Service

DEALER Long contract with

dealers Realistic coutas Before sales and after

sales services Parts promotions

extradiscount Rewards

Page 8: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

Monday, April 10, 2023 Ozgur Uyar 8

Question and AnwersDEALER

Murat Gunes said that; Web application. Not only Ankara city. I worked in Mercedes-

Benz dealer service. According to me Mercedes-Benz after

sales management is terrible.

So much employee and manager circulation.

Now he works indipendent.

Page 9: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

CUSTOMER

Ahmet Uyar said that; I should be partner of

the Daimler-Benz. I always choose

indipendent servises. High maintenance costs. Spening time. Bad communication. Less warranty

conditions.

Ahmet Uyar Mercedes S-Class user. 56 years old. 10 years user

Monday, April 10, 2023 Ozgur Uyar 9

What My Dad Want?

Page 10: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

PERFECT SALES

Facilitited Dealers(show room,customer services,techinc service,body shop etc..)

Buying a car Service Advisors Taking a poll(customer after

sales expectations,personel info,veichle type)

Warranty contract details Extra warranties from

dealer(Seasional check,oil change)

Monday, April 10, 2023 Ozgur Uyar 10

Page 11: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

PERFECT SALES

Daimler-Benz Club Membership

Sms Support(Activities,Bonuses,Club News)

Seasonal Check Reminders(With Bonuses)

Rent a car support 24 hours web

service(Questoins,creative and alternative solutions)

24 hours rescue service

Monday, April 10, 2023 Ozgur Uyar 11

Page 12: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

DEALER CUSTOMER

Monday, April 10, 2023 Ozgur Uyar 12

Page 13: Sunday, June 01, 20141Ozgur Uyar. Who Is Daimler-Benz? Daimler-Benz Vehicle Division Daimler-Benz after Sales Management Problem Solution Sunday, June

Monday, April 10, 2023 Ozgur Uyar 13

European School of EconomicsRoma