In an event held a few days ago at its facilities –2959 Artigas Boulevard–, and with the presence of General Motors Uruguay authorities, Carper received the certification for excellence in sales. This process aims to improve customer service, benefiting them with a personalized experience and taking care of the details of each stage of the purchase process.
What does it mean for the firm to have achieved this step? Its commercial director, Magdalena Pereira, responds: “It is gratifying because it drives us to a new way of relating to our clients; now the company is prepared so that all customers live a memorable shopping experience that goes from the first consultation, to the zero kilometer pickup and then to the after-sales service”.
He went on to say that the service processes are “certified”, which guarantees that all the members of the company always have the knowledge about what moment each client is in the purchase and, therefore, know what needs to satisfy.
One of the main improvements has been the web schedule of visits to the showroom from the dealer; This allows greater speed, efficiency and closeness to the client. It is the personalization of the sales process and an improvement in the use of data and information, to generate an optimal service according to the needs of the client.
Carper points to a personalization of the sales process.
“For us, excellence in service is a lifestyle, we do not conceive that people come just to buy a vehicle because above all we want happy people with their new zero kilometer, and for that to happen we have to accompany them at all times based on in trust and empathy. We love what we do and it shows”, remarked Pereira.
At the same time, emphasis is also placed on the proper use of digital channels, both outbound (which seeks to attract future potential customers) and inbound (which aims to make the customer finally decide to purchase the product).
This method is based on the user experience that General Motors has successfully implemented in other countries and that gives Carper a closer look at the customer’s profile, their needs and preferences. This generates a work methodology to be followed by the seller so that the process is successful.
path to goal
Carper’s commercial director commented that the path to achieve certification took them a year, in which General Motors supported them with “highly trained” people who marked the lines to follow. “Of course, we already had many years of experience in the field, but we had to update our knowledge to the new demands of consumers,” she said.
In relation to customer evaluations, he did not hesitate to ensure that they have had “the best possible returns” in a very short time. This has been reflected, he added, in the satisfaction studies carried out by General Motors on a monthly basis for each of its dealers. “In this instance, all our clients highlight Carper for the transparency of the purchase process, the quick resolution of problems and the friendliness of all its employees,” he was proud.
“General Motors together with Exata brought us the best practices not only from other companies in the industry in South America but also from the best in the United States, where the brand originates from,” Pereira continued regarding the examples taken to achieve excellence in sales.
The joy of all for the goal achieved.
“We also take examples from other companies in the environment but that are not dedicated to the automotive industry; Excellence in care cuts across all sectors and there are always good practices to learn from. Clearly, this is not a finished task, every day we are looking for new things to surprise our customers”, the commercial director of Carper made clear.
And from now on, what are the biggest challenges for the sector? Pereira is clear that the automotive world “is already undergoing a huge change.” Like the ever-increasing incursion of electric vehicles.
“General Motors has already been marketing these cars for years. In 2010/2011 we were able to exhibit the Volt in Uruguay. An investment of US$ 35 billion is being made in electrification (cars and Ultimun batteries that are longer lasting and more resistant); Chevrolet has the electric Blazer and Equinox in its portfolio for the next few years. In 2023 we are going to have very good launches, even in segments where we did not participate ”, he concluded.
