14th July 24
Sales and Leadership Wisdom from the Leaders, Mr. Roland Folger
I was curious to understand the sales process, prospect engagement & client feedback process for the most trusted luxury brand Mercedes. Mr. Roland Folger, MD & CEO of Mercedes India Ltd replied,
Yes, there are touchpoints that we have created. They are typical marketing touchpoints. We make it a point that our management is personally involved in this. For example, we have the LuxeDrive, which is a concept where we go to cities and enable customers to connect with the brand without having to come to our dealership. We have a whole fleet of our products available for test-driving right there. We do an evaluation of their existing vehicles, and assist them, should they decide to trade-in for a Mercedes. I keep telling customers to use these opportunities to come forward and complain if they are not happy with something because this is real personal contact that we can then use also to become better. And I always cherish customers’ feedback even if it is negative because the customer who complains to me is still a customer that is interested in the brand and wants us to become better and that gives us a chance to better ourselves. The worst is a customer who does not even talk to us anymore and just walks out and buys something else.
We fly to Chennai, we fly to Kochi. We were in Delhi for six days, we go to Dehradun, Chandigarh, and we are basically all over the place together with our dealers. It is usually me or somebody else from our top management who is personally available, giving a speech, giving them a warm welcome and basically being there listening to the customer, so that if they have any concerns they can feel comfortable in addressing this directly with us. WE always listen to a customer and keep innovating and changing for the better, that is one of the reason we have been able to keep ourselves ahead of the curve.
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