Let us begin with the fine quotes of the Aftersales service
- “What you do has far greater impact than what you say.”
- “Service is what life is all about.”
- “Great acts are made up of small deeds.”
- “Goodness is the only investment that never fails.”
Customer wants more than minimum maintenance and always seek convenience, transparency, and individualized service. Value-added services assist in differentiating companies, so customers return for service instead of looking elsewhere.
Value-added services (VAS) in automotive aftersales are vital for dealerships to survive in the competitive marketplace today. They are a strategic move away from merely repairing cars to developing customer relationships and maximizing profitability. By strategically applying VAS, dealerships can turn their aftersales operations into profit centers, cement customer relationships, and succeed in the long term in the highly competitive automotive business.
With today’s highly competitive motor industry, dealerships are no longer able to depend on core maintenance work such as the change of oil to propel profitability and loyalty among customers. Intellectually savvy dealerships are uncovering the potency of value-added service offerings extending beyond the simple and adding greater value to customers while increasing profitability. These products, from tire rotations and detail work to paint protection and accessories installation, continue to become progressively vital to being successful.
Successful businesses in the contemporary automotive after-sales market have to move above the oil change, incorporating added-value services designed to focus on convenience, technology, and environmentally friendly practices. Those who adopt this change will not only increase customer satisfaction but also gain a solid competitive edge in the constantly changing world of automotive service.
The automotive environment is changing at a fast pace, customers enjoy more options than ever before, and the world of online allows for real-time price comparison, given the present Automotive Customer service challenges and customer expectations, value-added service provides a significant competitive advantage. Customers yearn for convenience, which enables Customers to package services, eliminating time and hassle. Rather than making a series of trips to several stores for a tire rotation, car wash, and paint protection, they can have it all accomplished at the dealership in one trip. This “one-stop shop” is of great benefit to the customer experience.
Also beneficial to have a Personalized Touch with customers: By offering outstanding service and serving a broader spectrum of customer requirements, dealerships can establish stronger relationships and encourage loyalty. Customers will more likely come back for repeat service and even repeat sales when they feel appreciated and well cared for. VAS may be customized to fit specific needs. Providing different service packages or choices allows customers to select what best fits in their budget and priorities, making them feel appreciated and understood, and presenting more revenue sources aside from regular maintenance. Such services also carry relatively high-profit margins and are the largest contributor to the financial health of the dealership.
Establishing Trust & Long-Term Relationships: A dealer that provides an integrated set of quality services makes the dealer look like an authority and gains customer trust. Trust translates into long-term relationships, repeat business, and word-of-mouth referrals. assist dealerships in differentiating themselves. By providing an array of complete services, they are a one-stop shop for all car needs, making the experience more convenient and attractive for customers.
The scope of value-added services in the automotive aftersales market is broad and constantly evolving. It encompasses a wide range of offerings designed to enhance the customer experience, protect vehicle investments, and drive business profitability. By understanding customer needs and embracing technological advancements, dealerships can leverage VAS to build stronger customer relationships, differentiate themselves from competitors, and thrive in the dynamic automotive landscape.
Detailing and Car Care: Detailing and vehicle care services have progressed from an elementary wash and wax to an advanced suite of services that highly complement the aftersales process at auto dealerships. In addition to making a vehicle look better, the services help maintain its lifespan, resale value, and overall satisfaction. Ranging from basic washing to comprehensive interior and exterior detailing, these services appeal to those who prioritize their vehicle’s look. They also provide opportunities to upsell paint protection and other appearance products.
Detailing and car care services are valuable value-added products for automotive dealerships. They give customers a variety of benefits, ranging from improving their vehicle’s appearance and preserving its value to enhancing their driving experience. For dealerships, these services provide additional revenue, improved customer loyalty, and a competitive advantage in the marketplace. By investing in qualified technicians, high-quality products, and effective processes, dealerships can use detailing and car care services to improve the after-sales experience and boost business growth.
Paint Protection and Ceramic Coatings: These services offer long-term protection for the paint of the vehicle, protecting it from environmental elements and keeping it showroom shine. They are a high-margin product offering. Paint protection and ceramic coatings are new-generation car surface protection technologies that are formulated to protect the paint finish of a vehicle and keep it showroom shine for the life of the vehicle. Though both provide a high level of benefits, they are different in terms of their properties and applications. Both PPF and ceramic coatings are worth the investment for car owners who desire to maintain the best condition of their vehicles. If you know the advantages and distinctions between these treatments, you can make the right decision about which one suits you.
Genuine Accessory Installation: From tow hitches and roof racks to upgraded audio systems and custom wheels, accessory installation enables customers to customize their vehicles and delivers dealerships considerable revenue opportunities. The installation of accessories is a worthy and growing service among automotive dealerships that increases considerable value to the customer relationship and increases revenue within the after-sales segment. It’s a perfect example of a value-added service that transcends general maintenance and repair. Installation of accessories is an added value to the services of any automotive dealership. It offers a tremendous opportunity to boost revenue, improve customer satisfaction, strengthen customer loyalty, and achieve a market advantage. By investing in skilled technicians, providing quality products, and good marketing, dealerships can effectively use accessory installation to achieve growth and profitability for their aftersales business.
Tire Rotations and Replacements: A necessity for tire durability and vehicle safety, tire services offer a steady revenue stream and enable dealerships to engage with customers. Tire rotations and replacement are critical maintenance procedures that play a significant role in tire longevity and vehicle safety and performance. Knowing the ins and outs of these services is important to both vehicle owners and automobile service providers. Tire rotations are preventive maintenance that prolongs tire life, enhances handling, and saves fuel. They include rotating tires from one position on the vehicle to another. Tires need replacement when they become worn out, damaged, or aged. Getting the correct replacement tires and installing them correctly is paramount for safety and performance. Both tire replacements and rotations are critical services provided by car service providers, helping to ensure vehicle safety and customer satisfaction.
Extended Warranties and Service Contracts: Providing OEM extended warranties and service contracts is reassuring to the customer and creates a steady stream of recurring revenue for the dealership. Extended warranties and service contracts are an excellent addition to any vehicle dealership’s services, being a considerable value-added service for both the customer and the company. They give auto owners peace of mind while generating a steady stream of recurring revenue for the dealer. Extended warranties and service contracts are high-value VAS that bring manifold benefits to customers as well as dealerships. They give car owners peace of mind while generating a recurring revenue stream and customer loyalty for the dealership. By presenting this value-added service effectively, dealerships can grow their aftersales business, raise profitability, and establish long-term customer relationships.
Insurance Products: Collaborating with insurance companies to provide automobile insurance can be a source of additional revenue and increased customer convenience. Providing insurance products as a VAS at automobile dealerships can be a win-win situation for the business and the customer. This is a close look at this growing trend. Providing insurance products as a VAS can be a worthwhile addition to an automobile dealership’s offerings. It is convenient gives choice to customers and brings extra revenue as well as customer loyalty to the business. Dealerships can use insurance products to strengthen their aftersales department and drive business growth successfully by following the rules, offering the right training, and addressing the needs of the customers.
The secret to success with VAS is knowing the needs and wants of today’s car customers. Being able to adapt to the new customer is the most important thing for success in the automotive aftersales business, particularly when it comes to value-added services. Customers today are better informed and more tech-savvy, and demand a personalized, hassle-free experience. By adopting these approaches, car dealerships can effectively ride the wave of new customers and use VAS to generate revenue, foster loyalty, and succeed in the competitive aftermarket.
The trick lies in zeroing in on delivering a personalized, convenient, and transparent experience that addresses the changing needs of today’s automobile owners. Offer Competitive Pricing: Study market prices and price VAS competitively to win customers, competitive pricing for value-added services is important to win customers and drive top-line sales in the automotive aftersales sector. It is a fine line between profitability and customer value perception. Provide packages of VAS at a reduced price versus buying each service separately. This may encourage customers to try more services and generate more revenue. For instance, a “detailing package” could contain interior cleaning, wash, and wax at a price less than it would cost to purchase each one individually.
Promote VAS Effectively: Leverage online marketing, social media, and in-dealership promotions to promote the value of VAS. Value-added services promotion is an important aspect of maximizing revenue, customer loyalty, and market differentiation for automotive dealerships. The promotion strategy plays a pivotal role in promoting the value of VAS and engaging customer interest. Through the use of an extensive and well-implemented promotional strategy, car dealerships can successfully promote the value of their VAS, acquire new customers, foster customer loyalty, and achieve considerable growth in their aftersales division.
Train Employees Properly: Make sure employees are well-versed in the services provided and can properly explain their value to customers. Proper staff training is critical to the successful implementation and marketing of value-added services in an automotive aftersales division. Without a properly trained staff, even the most superior VAS offerings will fail. Employees need to have a good grasp of each service, its features, benefits, and uses. This is more than just being aware of the name of the service; they must be aware of the process, the materials involved, and the benefits it offers to the customer. Training should concentrate on consultative selling methods, with a focus on identifying customer needs and suggesting appropriate solutions. This means asking open-ended questions, listening, and knowing the priorities of the customer. By investing in comprehensive and continuous training, car dealerships can empower their employees with the necessary skills and knowledge to effectively sell and provide value-added services, ultimately generating revenue, increasing customer satisfaction, and establishing a successful aftersales department.
Provide Exceptional Customer Service: Make the customer experience a seamless and positive one to inspire loyalty and repeat business. Providing excellent customer service is key to success for any business, but particularly important in the automotive aftersales market. A good service experience can convert a one-off customer into a loyal advocate, whereas a bad experience can result in lost sales and harm your reputation. Grant your employees autonomy to make choices that serve the customer. A more empowered customer service team is more likely to take the time to resolve disputes and deliver an excellent experience.
Takeaway from this article:
In the highly competitive world of automobiles, value-added services are now essential and no longer a frill for dealerships aiming to succeed. By providing a complete menu of VAS, dealerships can become unique, generate additional revenue, foster customer retention, and improve the overall customer experience. Adopting VAS is not merely providing ancillary services; it’s about establishing a long-term, profitable business in the new automotive world. Value-added services have been critical for car business firms looking to succeed in the competitive business environment of the present. They are a strategic move away from mere car repair to creating long-term customer relations and optimizing profits. At the end of the day, VAS is not merely about offering additional things; they’re about creating a customer-oriented culture that focuses on value, convenience, and an enhanced ownership experience. In the changing automotive landscape, adopting VAS is critical to surviving, and more importantly, thriving. By incorporating digital convenience, tailored customer interaction, and creative service solutions, dealerships and service shops can foster deeper customer relationships and enhance their service absorption levels.
The increasing popularity of electric vehicles (EVs), connected cars, and sustainability efforts further underscore the imperative for flexible and innovative aftersales strategies. The effects of value-added services go beyond individual companies, they define brand loyalty, drive purchasing decisions, and lead to long-term industry expansion. Firms that focus on convenience, transparency, and customized service solutions will not only keep current customers but also gain new ones through word-of-mouth and online interaction. Ultimately, the future of the car aftersales market is for those that move past the minimum, offering frictionless, customer-focused, and innovative service experiences.
Those who commit to value-added services now will be the ones driving the industry forward tomorrow.
This exclusive article has been published in Automark’s March-2025 printed and digital edition. Written by Mohammad Rafique