M O T I V AT I N G T H E S A L E S F O R C E

AT E X P R E S S A U T O

SUBMITTED BY:- GROUP 2

A M A N P R E E T- 0 0 2
SUVENDU- 010
VISHAL KAKKAR- 018
J YOT I G A R G - 0 2 6
M E H A K B H AT I A - 0 3 4
V I S H A L B H AT I - 0 4 2
J I G Y A S A R AT H O R E - 0 9 6
ABOUT THE CASE

• Express auto, an automobile mega-dealership operating with more than 600 employees,
received a discouraging set of survey results from their customers.
• Customer satisfaction scores have fallen.
• Various complaints by the customer:
– It was hard to get prompt feedback from mechanics by phone.
– Salesperson often did not return phone calls.
– The finance people seemed “pushy”.
– New cars were often not properly cleaned or had minor items that needed immediate repair or
adjustment.
– Cars often had to be returned to have repair work redone.
PROBLEMS AND
R E C O M M E N D AT I O N S
 SALES FORCE
P RO B L E M
• The obvious problem with sales force
team is the minimum wage they are
getting.
• Also the commission rates increases after
every 20 cars sold per month which is
too big of a target to get a good
commission to compensate with their
salary.
• These factors prove to be demotivating
for the sales force team to work hence
the customers complaints.
R E C O M M E N DAT I O N
• Apart from a slight increment as a
motivation they should also make changes
to the criteria with which the commission
rate increases.
• The criteria that is set is quite high they
should reduce it to 10 cars per month
rather than 20 so that the employees feel
motivated to do the work more efficiently.
• Another thing that should be done for
customer satisfaction is that the sales
force employees should do follow ups
with the employees and be available for
any customer query.
 FINANCE OFFICE
P RO B L E M
• Finance people seemed too pushy to the
customers.
• The reason behind this can be that apart
from the salary they are also getting the
high bonus for every car financed with the
company.
R E C O M M E N DAT I O N
• The best way to keep them from being
too pushy is to reduce this bonus amount
or to limit this bonus amount.
• The company can set the criteria for
$10000 bonus on every 3 cars financed
with the company.
• And also to keep them in check a regular
feedback must be taken from their
managers for their sub-ordinated and
customers as well.
 DETAILING
P RO B L E M
• The employees are piecework paid on the
number of cars so they the think faster
they complete detailing one car the more
they will be able to do.
• But in this this process the compromise
with their quality of work which leads to
various complaints from customers
regarding the detailing and minor
adjustments.
R E C O M M E N DAT I O N
• The employees should be paid on hourly
basis rather than the number of cars
detailed.
• Another suggestion is that the employees
are trained to detail more number of cars
in lesser time without compromising with
the quality of work.
• A little bonus should also be provided if
any kind of mile stone is achieved.
 MECHANICS
P RO B L E M
• The main problem that customer faced
from mechanics department that they
faced difficulty in getting feedback from
the mechanics over the phone.
• This problem might be because of the
miscommunication from the receptionists
or may be because the mechanics are so
focused in earning the bonus they do not
respond to customers in detail about their
query.
R E C O M M E N DAT I O N
• Current compensation method for
mechanic is good but for getting bonus a
third criteria should also be added i.e., the
quality of their should be up to a certain
standard if it falls below it they should not
get the bonus.
• A person should always be available at
mechanics end who is able to give
feedback to the customer.
 RECEPTION / PHONE PERSONNEL
P RO B L E M
• The salary they are getting is not a motivating
factor for them at all which results in lack of
interest.
• Their lacking interest has an impact on all
other departments as the information from
customers to the relating department is not
passed efficiently leading to mismanagement
of work.
• This ultimately effects customer satisfaction.
R E C O M M E N DAT I O N
• Some additional benefits should be
provided like health insurance, bonuses,
childcare, etc. to keep them motivated for
their work.
• Permanent receptionists should be trained
to enhance their skills (like interpersonal
skills) and be more effective in their job.
• The customer feedback is necessary for
this job as these employees are the front
of the firm that customer initially comes
across.
THANK YOU