Tata Motors gearing up for a comprehensive revamp of their dealership experience

Posted on Jan 8 2013 - 9:11am by Nithyanandh K
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tata-logoTata Motors has seen their domestic sales dwindling in the past few months and that is a serious issue for the country’s largest automobile manufacturer.

Tata Motors’ passenger car sales has been loosing its shine in 2012 and the firm is in a dire need of an effective action plan to limit the damages and to start the restructuring process. The company has decided to do that by implementing a new format at its dealerships and by reshaping the go-to-market and sales teams.

Mr. Ranjit Yadav, president, passenger car unit of Tata Motors told DNA that, “We have reshaped our go-to-market and sales team. We are working in a different way now in managing our dealerships and customers. Our focus will be to enhance customer experience, giving them best-in-class experience, both in sales and service. As all our work around these things start kicking in, we will start seeing benefits.”

Mr. Yadav admits that Tata Motors is not number one in customer experience today, but he says that the company is intending to become number one in just a few quarters. He added that, “We have revamped and upgraded our whole training process for our sales people and equipped them better. There were opportunities for us to improve, we spotted them and started working on them.”

With a renewed customer approach through the existing 1,000 customer touch points and by introducing new products and refreshes such as Nano diesel and CNG, Tata Motors is hoping to regain the lost ground.

[Source: DNAIndia.com]

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About the Author

By this time you would have figured out that auto enthusiasm to the level of fanaticism is a prerequisite to be a part of team IAB. And I'm no exception! As a toddler, those wheeled machinery fascinated me even before I knew what they’re called as! Since then automobiles became the love of my life and I grew up admiring anything and everything that purrs and has wheels. My quest to be updated with whatever happens in the glorious world of automobiles naturally landed me at IAB. So here I'm, as a petrolhead by birth, mechanical engineer by education and an automotive journalist by profession!

2 Comments so far. Feel free to join this conversation.

  1. Sridhar January 8, 2013 at - Reply

    I think a crash course has to be conducted by the TATA for the dealers on how to present themselves and engage the customer, which at present is lot to be desired.

  2. Sree Ganesh January 8, 2013 at - Reply

    I get my Linea serviced at Tata Motors. And the experience leaves a lot to be desired. They need to improve and improve quickly

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