Podcast
Questions and Answers
What is the primary purpose of the 'Awareness' stage in the customer journey?
What is the primary purpose of the 'Awareness' stage in the customer journey?
Which of the following is NOT a frontline activity in a KIA dealership?
Which of the following is NOT a frontline activity in a KIA dealership?
What is the primary purpose of 'Marketing Events' in a KIA dealership?
What is the primary purpose of 'Marketing Events' in a KIA dealership?
What happens during the 'Vehicle Preparation' backstage activity?
What happens during the 'Vehicle Preparation' backstage activity?
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What is the primary purpose of 'Emails' as a touchpoint in a KIA dealership?
What is the primary purpose of 'Emails' as a touchpoint in a KIA dealership?
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Which of the following processes is responsible for monitoring sales data and customer feedback to inform business decisions?
Which of the following processes is responsible for monitoring sales data and customer feedback to inform business decisions?
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What is the primary purpose of CRM Systems in the dealership?
What is the primary purpose of CRM Systems in the dealership?
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Which of the following physical evidence elements is used to provide detailed records of services performed and maintenance schedules?
Which of the following physical evidence elements is used to provide detailed records of services performed and maintenance schedules?
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What is the primary goal of Marketing Campaign Execution in the dealership?
What is the primary goal of Marketing Campaign Execution in the dealership?
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Which of the following support processes is responsible for ensuring the availability of vehicles and parts?
Which of the following support processes is responsible for ensuring the availability of vehicles and parts?
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Study Notes
Service Design Blueprint for KIA Dealers
Customer Journey
- The customer journey consists of six stages: Awareness, Consideration, Purchase, Delivery, Ownership, and After-sales Service.
Touchpoints
- The dealer website is the first point of contact for many customers seeking information about KIA vehicles.
- The showroom is a physical location where customers can view and test drive vehicles.
- Phone calls, emails, and social media are used for direct communication and promotional offers.
- Test drives provide a practical experience of the vehicle's performance.
- Service appointments are scheduled for maintenance and repair services.
- Marketing events are public events to showcase new models and engage with potential customers.
Frontstage Activities
- Greeting and consultation involve understanding customer needs.
- Test drives are arranged and conducted to give customers a feel of the vehicle.
- Price negotiations involve discussions around pricing, discounts, and offers.
- Financing options are provided and processed.
- Vehicle delivery includes a detailed walkthrough of features.
- Service booking involves scheduling maintenance and service appointments.
- Maintenance involves actual service and maintenance work performed on vehicles.
Backstage Activities
- Inventory management involves keeping track of vehicle stock, parts, and accessories.
- Vehicle preparation ensures vehicles are cleaned, fueled, and ready for display or delivery.
- Staff training involves continuous training programs for sales and service staff.
- Marketing campaign execution involves planning and executing marketing strategies.
- Data analysis involves monitoring sales data, customer feedback, and market trends.
- Order processing involves handling the administrative aspects of vehicle sales and orders.
Support Processes
- CRM systems track interactions and manage customer information.
- ERP systems manage core business processes.
- IT support involves technical support to maintain and troubleshoot digital tools and systems.
- Training programs involve structured programs for staff development and skill enhancement.
- Supply chain management involves efficient management of the supply chain.
- Customer feedback loops involve collecting, analyzing, and acting on customer feedback.
Physical Evidence
- Dealership signage enhances brand visibility.
- Business cards are personalized for sales and service staff.
- Brochures detail vehicle models and services.
- Vehicle presentation involves ensuring vehicles are clean and well-presented.
- Service documentation involves detailed records of services performed and maintenance schedules.
- Customer gifts involve small tokens of appreciation like branded merchandise.
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Description
This quiz covers the customer journey and touchpoints in a KIA dealership, from initial contact to post-sale. It includes stages and interaction points such as the dealer website and showroom.
