Automark

Japan’s top automaker, Toyota, and smaller rival Suzuki are partnering in the development of self-driving car technology, as manufacturers around the world grapple with innovations in the industry.

Under the deal, announced Wednesday, Toyota will take a 4.9% stake in Suzuki Motor Corp. valued at 96 billion yen ($908 million), and Suzuki will make a 48 billion yen ($454 million) investment in Toyota.

In 2017, Toyota Motor Corp. and Suzuki agreed to work together in ecological and safety technology. That deal did not include owning mutual stakes.

Auto manufacturers are facing a costly shift toward the use of artificial intelligence, the internet and other technologies. Partnerships are one way to share the enormous costs.
Last month, Volkswagen AG of Germany said it is investing $2.6 billion in a Pittsburgh autonomous vehicle company that’s mostly owned by Ford, Argo AI, with a plan to put autonomous vehicles on the roads in the U.S. and Europe as early as 2021.

Under the deal, Ford will use VW’s electric vehicle platform to build zero-emissions cars for the European market starting in 2023.

In February, BMW and Daimler said they are working together on self-driving cars.
Under their earlier agreement signed in 2017, Toyota and Suzuki are also cooperating in the Indian market, where Suzuki remains a strong player. They said they will continue to expand their collaboration.

“The automobile sector is currently experiencing a turning point unprecedented in both scope and scale,” Toyota and Suzuki said in a statement, referring to stronger environmental regulations as well as newcomers in the mobility business.

They said deepening their relationship will help both companies grow and meet challenges.
Google autonomous vehicle spinoff Waymo is among the new players. Uber, which offers ride-hailing services and food delivery, is also working on autonomous driving.

Toyota, the maker of the top-selling hybrid, Prius, has invested in Uber.

The 17th China International Motorcycle Trade Exhibition (hereafter referred to as CIMAMotor 2019), the largest motorcycle exhibition in Asia, will be held on September 20-23, 2019 in Chongqing, China.

Industrial structure will continue to accelerate adjust at motorcycle industry. Chinese motorcycle production is expected to continue to reduce and the proportion of traditional type became low. Along with industrial structure adjusting more and more thorough, market competition increases. Quantity expansion and price competition is moving to competition mainly composed of quality-oriented and differentiation.

CIMAMotor, as one of the most important platforms for new product launch in the industry, will spare no efforts to strengthen its position not only as a platform for brand displaying, product trade, technology transfer and information releasing, but also a platform for innovative products representing the future trends of energy saving and environmental protection.

At present, international luxury motorcycle manufacturers have entered the main markets in China and domestic brands are on the rise. Having been successfully organizing motorcycle riding and other cultural activities for several years, CIMAMotor as the annual carnival for motorcyclists and enthusiasts has been widely recognized, thus making it the best promotion platform for luxury motorcycles and related products in China. To show the vitality of China motorcyclists, CIMAMotor will invite foreign motorcycle tour operators from famous motorcycle touring destinations to join in the exhibition. They will meet with more than 300 motorcycle clubs and provide numerous tour choices for nearly 20,000 motorcycle enthusiasts at CIMAMotor.

While presenting new motorcycle products and cutting-edge technologies to visitors, and depending on word class hardware condition of the venue, CIMAMotor also set up professional experience space for crossing-country, training skills, and testing drive. In order to add visual interest and participation to visitors and making experiential motorcycle exhibition, CIMAMotor is going to open up motorcycle experiential and interactive zone, motorcycle stunt wards, second-hand motorcycle trading zone, The night of rock and roll for motorcycle fans.

CIMAMotor focuses on everything about motorcycles. After being fostered for several years, it has become a reliable promotion platform and strategic partner of the exhibitors. We cordially invite you to participate in CIMAMotor 2019.
In 2019, let’s meet at CIMAMotor!

Exhibition Scope

Scope of Exhibits】

>  Whole Vehicles: 

General motorcycle, luxury motorcycle, off road motorcycle, special purpose motorcycle, custom motorcycle, tricycle, new energy motorcycle, etc.

> Motorcycle Accessories and Parts:

 Motor engines, vehicle frames, shock absorbers, brakes, wheel hub, sprocket, tire, oil tank, exhaust system, electronic devices, light, lock, covering parts and other spare parts.

> Motorcycle Cultural Related Products: 

Clothing, helmet, equipment and accessories for motorcycle outdoor activities, model, ornament, refitting accessories, motorcycle club, motorcycle tour operator, etc.

> General Fuel Motors: 

General gasoline (diesel) engine, genset, water pump unit, multi-functional agricultural machinery, etc.

> Maintenance Products: 

Special tools and machinery for cycle manufacturing and repairing, lubricant, etc.

> Motorcycle Technology and Service: 

Industrial design company, publication, R&D achievement, etc.

【Special Areas】

>Motorcycle Tour:

CIMAMotor will invite motorcycle tour operators from main foreign motorcycle tour destinations to attend CIMAMotor 2019. Motorcyclists who love travelling in full freedom will find partners, new attractions, new ideas and solutions here. For the exhibitors, it is the ideal stage to meet and welcome a specific target group.

>Custom Area:

CIMAMotor Custom Area is much more than an exhibition area, in that it aims to show passion, innovation and imagination through the people and the art forms that have characterized it over time. Besides highly stylized vehicles, the handcrafted motorbikes and unique products on display, a variety of activities are scheduled to meet the unique and personalized need which motorcyclist chase after.

For more information please visit: www.cimamotor.com/en

PROTON has launched the 2019 Saga during an event held at the Malaysia International Trade and Exhibition Centre (MITEC) and officiated by Yang Berhormat Dato’ Darell Leiking, Minister for the Ministry of International Trade and Industry (MITI). Also present at the event were Dato’ Mohammad Zainal Shaari, Chairman of DRB-HICOM, Dato’ Sri Syed Faisal Albar, Chairman of PROTON, Dr. Li Chunrong, CEO of PROTON and Dato’ Radzaif Mohamed, Deputy CEO of PROTON.

The updated version of PROTON’s iconic and best-selling model has received styling revisions, a brand new four-speed automatic gearbox and first-in-class smart features that not only set it apart from its competitors but also raises its value proposition. The Company also identified three unique selling points (USP) that when combined, form its model tagline of An Intelligent Proposition. The three USPs are Supreme Style, Smart Savings and Superb Stability.

Supremely styled inside and out
The story of the Proton Saga is synonymous with that of PROTON, stretching back 34 years and three full model changes. The 2019 Saga has been given styling updates that pays homage to its roots but also brings it in line with the rest of the Proton range.

Externally, the 2019 Saga receives a new and more aggressively styled front bumper with integrated daytime running lamps. The grille also features the infinite weave pattern that was introduced on the Proton X70 and can also be found on the 2019 Iriz and Persona. An equally aggressive rear bumper matches the tone set by the front and the styling at the back is complemented by a new integrated rear spoiler and the PROTON script located on the boot lid. A set of 15-inch alloy wheels featuring a new design adds the finishing touch on the premium variant.

Inside, the most noticeable change is the floating 7-inch touchscreen monitor found on the premium model. Used to control the infotainment system, it has Bluetooth connectivity, 16GB of internal storage and smartphone connectivity for Android phones. Other changes include new seat upholstery, a new centre panel, new meter combination display with Eco Drive Assist and up to 3 USB ports.

Convenience features new to the 2019 Saga include a remote trunk release, a sun visor with a ticket holder and mirror, LED map lamps and new assist grips to match the new headlining material.

Superbly stable with uncompromised safety
Mechanically, the biggest change is the fitment of a new four-speed automatic in place of the CVT previously used. PROTON’s engineers then concentrated on improving braking performance, Noise, Vibration and Harshness (NVH) levels and the ride and handling balance while adding a class-leading level of safety equipment.

The brakes for instance are now the same as those fitted to the bigger Proton Iriz and Persona while the use of a new four-speed automatic gearbox affords drivers better manual control of the gears during spirited driving.

Safety equipment consists of Antilock Brakes (ABS) with Electronic Brake force Distribution (EBD) and Brake Assist (BA) for all three variants together with twin front airbags, rear parking sensors and ISOFIX mounting points with top tethers. The Premium variant adds Hill Hold Assist, front parking sensors, a reversing camera and Electronic Stability Control (ESC) with a Traction Control System (TCS).

Packages deliver extra value to Saga buyers
Similar to the Proton X70 and 2019 Iriz, Persona and Exora, the 2019 Saga is offered with Extra Value packages. There are three standard Extra Value packages beginning with the service package that offers free labour services three times or for one year. Next is the interest rate package with financing rates as low as 2.98% per annum. Finally, the 2019 Saga also gets an insurance package that offers a number of benefits to customers who insure their new purchase with PROTON’s panel on insurers.

Combined with the price reduction and the value of the new features introduced in each variant, the 2019 Saga 1.3L Premium AT worth of additional benefits compared to its predecessor. The 2019 Saga 1.3L Standard AT of additional benefits while the 2019 Saga 1.3L Standard MT has worth of additional benefits for those who buy it.

Source: Proton.com – PR

The first month of FY20 may end on a depressing note for Indus Motor Company (IMC) and Honda Atlas Cars Limited (HACL) who were forced to slow down their production amid unsold stocks, low arrival of new orders, massive price hike, high interest rate and new budgetary measures.
Contrary to this, a new Korean auto giant was happier in thanking customers for their overwhelming response to its newly launched KIA Sportage SUV.

The first assembler to shake up the auto sector was HACL, ceasing production of vehicles from July 12-21, 2019 coupled with already observing Saturday as a holiday for the last two and half months.

HACL’s sales have been under pressure since January, following non-filer issue coupled with the imposition of 10 per cent Federal Excise Duty (FED) on Honda Civic which holds 40pc share in total HACL sales. The government in Budget 2019-2020 has levied FED in the range of 2.5-7.5 per cent on vehicles of various engine power.

Since January, Honda has been producing around 160 vehicles per day, down from 220 per day prior to that month.

The government has further dented the auto industry with additional taxes and duties in new Budget such as five per cent additional customs duty on imported parts coupled with new rates of FED. Car prices had gone too high due to the said changes in duties and taxes as well as persistent rupee devaluation against the dollar.
IMC had also decided not to roll out vehicles for eight days of July besides already observing two off Saturdays. IMC official attributed the lackluster business trend to consumers’ reluctance in purchasing vehicles following steep rise in prices, fresh taxes and duties in budget and high interest rates.

However, another hike interest rate to 13.25 per cent may further cut the already low share of auto financing in total sales.

Besides, the business and trading community has also curtailed their buying of new cars following their strikes and protests in July coupled with shutdown of many industries including textile processing mills. However, according to a group of traders, that resorted to shut down, said many issues related to trading community are still unresolved, while another group, who opened the markets, said that they were engaged with government officials for resolving the issues. It means that buying of new vehicles from business community may remain slow till the matter is resolved. The CNIC issues still haunts the traders.

Barring bus segment, the country’s auto sector ended the fiscal year 2018-19 on a dismal note despitearrival of some new models including Suzuki Alto 660cc car, JAC and D-Max pickups from existing and new manufacturers.

Under an unfriendly market condition, Toyota Corolla, Suzuki Cultus and WagonR performed relatively better but failed to arrest the overall decline in auto sales which fell to 207,630 units; down 4.2 per cent compared to 216,789 in FY18.
Total sales of Toyota Corolla, Suzuki Cultus and WagonR reached to 56,720, 22,763 and 32,614 units in FY19 compared to 51,412, 20,483 and 29,206 units.

Slump in Suzuki Mehran and Bolan sales, which usually made up for the largest chunk of country’s total auto sales, made a significant impact.

PSMC had shut down production of Mehran’s two models – one in November 2018 and second in April 2019, thus plunging Mehran sales to 31,981 units from 46,221 followed by drop in Bolan volumes to 17,628 units versus 21,738 in FY18.
Production of the most anticipated model Suzuki Alto started off with 1,472 units in July while sales in the same month stood at 1,685 units. Market reports suggest that PSMCL has received high booking orders for Alto 660cc especially fully loaded version.

Honda Civic/City sales declined to 39,189 units from 42,810 while Suzuki Swift sales inched up to 5,050 units from 4,916.

Sales of buses — Hino, Master and Isuzu — improved to 935 units from 762, while truck sales, dubbed as country’s barometer for economic activity, fell to 5,823 units from 9,331 in FY18.
Toyota Fortuner and Honda BR-V sales came down to 2,609 and 5,045 units respectively compared to 4,186 and 8,684 units.

D-Max vehicle production began from February and total FY19 sales stood at 400 units. Tractor sales plummeted on the back of decline in agriculture growth as Fiat and Massey Ferguson sold 17,993 and 32,018 units respectively compared to 27,839 and 42,707 units in FY18.
In two and three wheelers segment, sales of Honda bikes fell to 1.114 million units versus 1.150 million in FY18 while Suzuki and Yamaha sales rose to 23,352 and 23,610 units from 21,724 and 21,810 units.
Sazgar and United three-wheeler sales stood at 15,845 and 11,666 as compared to 21,978 and 12,642 units.

Auto analysts believe the sector would continue to face headwinds from existing macro environment where FY20 auto sales may come down by 15 per cent to stand at 203,000 units.
They said the total auto sector’s sales declined by 9 per cent year-on-year in FY19 to 1.76 million units due to rupee’s decline against the dollar by 31pc, restriction on non-filer customers in 1HFY19, rise in interest rates to 12.25 per cent and multiple price hikes by manufactures during the year.
Trucks sales slumped mainly on account of decline in infrastructure and commercial activities coupled with shrinking economic activity.

Amid a turbulent period for IMC and HACL ahead, Pak Suzuki Motor Company Limited (PSMCL) has given a ray of hope to its vendors by neither cutting production nor resorting to plant shutdown in weekdays in July-December, 2019.
It is a good news for the customers as well as PSMCL holds over 50 per cent market share which also means that vending industry is equally dependent on Suzuki vehicles’ production.

PSMCL, while sharing its production plans for July-December, informed vendors that it would roll out over 76,000 units in the second half of current year, compared to 60,000 units in the first half of 2019.

The management had assured vendors that the production targets of 2019 are same as those fixed at the start of year. It also said there is no need to worry as the company has got a big opportunity to fill the vacuum of used small cars whose imports had been curbed by the government through various measures from January on wards.

Vendors said PSMC had the advantage of making low-priced cars on which FED imposed in Budget 2019-20 is also low compared to high end models being produced by Toyota and Honda where the impact of FED is higher.

IMC and HACL may not be happy after PSMCL’s ambitious production plans in July-December and they may put pressure on Pak Suzuki to reverse their production plans for painting a grim picture of auto sales. Hopefully, Suzuki, if it is sincere, will not resort to any pressure tactics from IMC and HACL.

Few months back, the vendors and assemblers misguided the government through their print media campaign regarding massive production cuts and threat of workers’ lay off but the FY19 did not end up horribly as anticipated by the vendors and assemblers which were further justified with brisk sales of WagonR, new Cultus, Corolla and sales of some leading two wheeler makers.

Contrary to this, IMC has revised its assembly plan on July 10 for all its vehicles and would now assemble 3,521 units in July, instead of 5,061 as earlier planned on July 3.

In terms of overall units, Corolla’s production would drop to 2,890, from 4,430 in the current month. A Toyota vendor, on condition of anonymity, said the company would make total 3,850 units instead of 5,307 for August. Corolla’s production is estimated at 3,320 instead of 4,650 units.

IMC aims assembly of 4,101 units in September as against 4,818 out of which Corolla production is planned at 3,500 versus 4,217 units. The company plans to roll out 4,101 units in September as against the initial plan of 4,818 while Corolla volume would sink to 3,500, from 4,217. Similarly, October target has been revised downward to 4,320, from 5,990 of which the expected Corolla production is down to 3,700, from 5,298 units.

An authorized dealer of Toyota gave a dismal sales picture, saying only one to two vehicles are being booked on a daily basis as against five to six vehicles in previous months. “The situation is almost the same in other Toyota showrooms,” he claimed.
Market is also abuzz with news that IMC would roll out Toyota Yaris 1,300cc as a replacement for Corolla XLI and GLI either in the last quarter of 2019 or early next year.

Previously, the company had planned to introduce Toyota Vios but has changed its plan. Toyota vendors, who asked not to be named, said the parts making for Yaris has already commenced. They said they would supply parts to IMC hopefully by November and December so that Yaris could come out from the assembly plant either by January or February 2020.

Vendors hoped rolling out of Yaris either by end of this year or early 2020 with no change in plan yet despite a difficult period in terms of sales started from July. Vendors have already started parts development of Yaris.

The above gloomy production outlook in the auto sector especially in IMC and HACP may not augur well for the staffers and workers especially in the vendor industry which has been notorious in offloading workers in case of falling orders from the assemblers.
Permanent staffers and workers are a bit relaxed but daily wagers and contractual workers in the vendor industry will suffer.

Except for some, the new investors or entrants must be upset over the hovering dark clouds on the auto sector in which buyers are shying away from lifting high engine power vehicles due to their unaffordable prices coupled with government’s measures to scrutinize the income and imposing fresh taxes.

A report that Hyundai Nishat Motors may wind up its new project owing to abrupt changes in tax policy caused a stir in the auto sector but the company immediately clarified that “its manufacturing project in Pakistan is in full swing, regardless of the current tax-policy changes. There are no changes in its intention to manufacture locally, so the company officially refutes any rumors in this regard.”

This is not the one incidence as the auto sector watchers are still skeptical over no progress in Renault-Al Futtaim project as they believe it may not materialize in future due to various tax issues and changing market dynamics. Only the Pakistani government is playing safe on this project otherwise Al Futtaim and Renault have so far been tight lipped. Sources said that people associated with this project say that “everything relating to the project is at standstill.”

Besides, market is also quiet over any news from other new entrants (green field investors) relating to the current status of their projects while Master Motors Limited has so far been quite active in unveiling its new plans in the media.

If FED, rupee devaluation and other taxes continue to exist then there is a possibility that some more new entrants may ponder in pulling back from Pakistan because of unfeasible project cost and tight future sale prospects.

However, market is now wide open after persistent declining trend in arrival of three year’s old vehicles which means that the market has a vacuum of 70,000-80,000 used cars that need to be filled by the new and existing players. According to Pakistan Bureau of Statistics (PBS), import of new and used cars shrank by 51 per cent in FY19 to $222 million. The PBS auto import figures hold over 95 per cent share of used cars.

Market watchers are also surprised over Kia Lucky Motor’s intention to take the market by storm as the rupee devaluation against the dollar must have shaken its project cost and the company had to revise prices up on rupee-dollar parity.

Sportage may lure buyers of Toyota Revo, Hilux and Fortuner whose prices had gone beyond the reach. Kia’s Picanto 1,000cc may face a tough time in view of competitive price of Suzuki Alto 660cc and market leaders like new Cultus and WagonR.

At a time when car and bike assemblers show their anxiety over current and future sales trend – some two and four wheeler companies have been regularly taking their vendors and dealers to foreign trips which a lay man hardly understands if sales and production are going down coupled with unpleasant business environment after take over by the PTI government. Perhaps these trips are planned to change the mood of vendors and dealers.

One can estimate huge travelling expenses incurred on the vendors and dealers who go in large numbers for a seven to 10 days international trip. This activity puts in doubt the hue and cry of auto assemblers over low sales as nobody knows where the companies are managing these handsome expenditures in providing fun to their vendors and dealers.

As far as dealers especially car dealers are concerned, they are charging over 300 per cent extra on service and tuning from their customers. It is not clear whether the companies have allowed them to fleece the consumers or they are doing on their own.

Meezan Bank, Pakistan’s leading Islamic bank and the Best Bank in the country has recently signed a Memorandum of Understanding with Indus Motor Company Ltd (IMC) – one of the largest automotive manufacturers and distributors in Pakistan, to provide priority delivery of all Toyota variants to Meezan Bank’s customers. The signing ceremony took place in Karachi and was attended by Mr. Arshad Majeed – Group Head Consumer Finance, Meezan Bank and Mr. Abdul Rab – Senior General Manager, Indus Motor Company Limited along with their respective team members.

Under this agreement, Meezan Bank will provide additional value-added services of priority processing as well as fast track delivery of Toyota vehicles to customers of Meezan Car Ijarah, Pakistan’s first Riba-free car financing product.

Mr. Arshad Majeed while speaking at the occasion said, “Meezan Bank is the leading player in Pakistan’s Islamic Auto Financing industry. We are hopeful that our alliance with Indus Motor Company Ltd will further facilitate our clients by providing them with the best services across the country.”

About Meezan Bank
Meezan Bank is the leading Islamic Bank of Pakistan and the 7th largest Bank in the country. Meezan Bank has consistently been recognized as the Best Islamic Bank in Pakistan by numerous local and international institutions, which is a testimony of the Bank’s commitment to excellence. The Bank has also been recognized as the Best Bank – 2018 by Pakistan Banking Awards, the most prestigious awards in the country’s banking sector.

The Bank provides a comprehensive range of Islamic banking products and services through a retail banking network of over 680 in 190 cities supported by a countrywide network of over 700 ATMs, Visa & MasterCard Debit cards, a 24/7 Call Center, Internet Banking and Mobile Banking facility.

The VIS Credit Rating Company Limited (Formerly JCR-VIS Credit Rating Company Limited), an affiliate of Japan Credit Rating Agency, Japan has reaffirmed the Bank’s long-term entity rating of AA+ (Double A Plus) and short-term rating at A1+ (A One Plus) with stable outlook. The rating indicates sound performance indicators of the Bank.

• Press Release

Pak Suzuki to increase Alto prices in the upcoming days!!

During the past few months, pricing strategies in the auto sector of Pakistan has displayed significant and mostly increasing patterns. In response to the high imposed taxes, rupee devaluation and impose FED on cars, automotive companies have increased their prices for each car model.

Suzuki Alto 660cc Launch Prices
VX 999,000
VXR 1,101,000
VXL 1,295,000

However, great things come with great prices and especially in the developing countries like Pakistan where automotive sector is suffering. According to industry sources; Pak Suzuki will further increase prices for their Alto car models in upcoming days. According to industry sources, each of the above mentioned numbers will be hiked above 1 Lac in addition to their current prices which may apply from August 1, 2019. Assemblers say that owing to the rupee devaluation and high duties levied on the automotive sector, price hikes are now the major source of coping up with the cost. Keeping in mind the current situation of Pakistan, the future of every business seems to doom with every passing day. Specifically the auto industry has been facing major obstacles in running smooth.

While in the last month, Honda, Toyota and Suzuki already increased their prices, there is still much more to know about. With reference to our another blog posted on the website.

https://www.automark.pk/pak-suzuki-raises-car-prices-of-various-models-in-pakistan/

Pak Suzuki Motor Company Limited (PSMCL) initially raised prices of vehicles by Rs 40,000-329,000 including a hike in prices of Mehran 800cc. The company in its letter issued to the authorized dealers attributed the price hike to negative exchange rate impact on account of recent rupee devaluation and new duties/taxes/federal excise duty levied by the government in the fiscal budget.
Recently, a new category of Alto by Pak Suzuki got hype for its fuel efficiency and adaptability feature. Alto 660cc which is locally manufactured passenger car stole the show in auto industry.
The brand new 600cc car has a R-series engine, with a modern exterior and interior both. There are three variants of this Alto; Alto VX which is without AC, Alto VXR which is with AC and Alto VXL AGS which has AC and automatic transmission. Each variant’s introductory price is given below:
Suzuki Alto 660cc Launch prices
VX 999,000
VXR 1,101,000
VXL 1,295,000

However, great things come with great prices and especially in the developing countries like Pakistan where automotive sector is suffering. According to industry sources; Pak Suzuki will further increase prices for their Alto car models in upcoming days.According to industry sources, each of the above mentioned numbers will be hiked above 1 Lac in addition to their current prices Assemblers say that owing to the rupee devaluation and high duties levied on the automotive sector, price hikes are now the major source of coping up with the cost. Keeping in mind the current situation of Pakistan, the future of every business seems to doom with every passing day. Specifically the auto industry has been facing major obstacles in running smooth operations lately. Stating that, Government needs to take proper measures and make business friendly laws in order to promote country’s economic growth.

By Amara Aqsa / Hanif Memon

My purpose in this article is to present some of the key mindsets and metaphors that makes the dealership staff Customer Service ROCK STAR at dealership aims to further enhance excellence in Customer Delight
Are You Ready to Be A Customer Service ROCK STAR?

Customer Service ROCK STAR knows the quality processes in Sales, Service and Parts operations raise productivity, keep the sales & service staff, technicians efficient and ultimately, work to produce happy & delighted customers.

8 winning mindsets that I’ll reveal to help you be a Customer Service ROCK STAR neatly summarized by the acronym ROCK STAR. Reason behind acronyms, it hooks into your mind like a catchy pop song. So, you will never forget them. Work and live by this little well-known code that distills what a World class Customer Service ROCK STAR is all about and you are guaranteed breathe taking results.

R in ROCK STAR remind you about the importance of resourcefulness. Resourcefulness is using our wits, proper judgment and common sense to resolve customer’s complaints, problems and meet challenges at dealership floor.It is using initiative in difficult situations and involves thinking, creating, evaluating, classifying, observing and analyzing solutions to overcome the challenges at dealership. Resourcefulness is dreaming up ways to meet our goals. It’s all about within us, how we behave in a situation. “Hazrat Ali (RA) said, Get afraid from a problem is a big problem”.
O in the ROCK STAR stand for Organized.Daniel Carneigie said that “an hour of planning can save your 10 hours of doing. Daily Action Plan that allows Customer Service Rock Star to focus on what’s important and most importantly provide them the feelings of everything is under control necessary to suffocate any sign of anxiety or stress. Daily action plan for Customer Service ROCK STAR is not only a guide designed to eliminate the stress of uncertainty but also to motivate them to carry out a set actions that they have formulated as fully feasible.
C in the ROCK STAR stands for Challenger. Customer Service ROCK STAR always challenge the limits of his/her possibility to create delight in the sales/service process and inspire customers to experience the joy and excitement of self-transcendence in a unique way. Customer choices are fast changing.Dealership staff need to gear up with right skill sets to deliver in such a dynamic environment. ROCK STAR needs to think beyond the boundary and showcase the right attributes of skills sets, attitude and knowledge. Batter practices and adopting new approaches will define ROCK STAR’s perspective to make impossible a POSSIBILITY.

“SKY IS NOT THE LIMIT; MIND IS THE LIMIT”

K in ROCK STAR stand for Keen Learner. Customer Service ROCK STAR always is on learning mode, take initiatives on personal and professional development throughskill enhancement, on job training and motivation thereby ensuring high level of customer satisfaction. ROCK STAR also attentive and learn from customer’s feedback that they received and considered to improve their personal performance.
S in the ROCK STAR stand for Service Driven.Customer always comes first. Customer Service ROCK STAR must be willing to go the extra mile to delight each and every customer. My Mantra for Customer Service ROCK STAR is neatly summarized by the acronym “SONG”. S stand for Serve, O stand of One Step Ahead, N stand for No Comparison and G stand for Give All. Every Customer Service ROCK STAR must sing his own SONG all the timeto delight the customer.
T in ROCK STAR stand for Team Player. Customer Service ROCK STAR understands the team/department’s goals and he know how his role supports team/department’s goal. He helps and encourage his teammates and don’t hog the credit for team wins. ROCK STAR keeps his/her commitment, communicate clear and value their teammates.
A in ROCK STAR stand for Adaptable:No day in dealership customer service is the same.Every customer is different and some may even seem to change week-to-week.In order to thrive in a constantly-changing environment, Customer Service ROCK STAR needs to adapt to their surroundings and be able to handle surprises, sense the customer mood and adapt accordingly.This also include a willingness to learn, providing good customer services at dealership floor is a continuous learning process.
R in ROCK STAR stand for Reliable. Customer Service ROCK STAR always goes extra miles ensuring high level of customer satisfaction with world-class experience at dealership floor.

This consistent mindset increases their reliability and trust in the eyes of customers. This mindset will not only result in an indebted and happy customer, it can also lead to higher customer retention and business sustainability.

Natural Metaphors For Customer Service ROCK STAR
I have mentioned below five natural Metaphors which Customer Service ROCK STAR must have:
FIRE: Customer Service ROCK STAR must have fire within. Fire gives ENERGY to perform.
WATER: Customer Service ROCK STAR must be like water. Water reflects FLEXIBILITY.
AIR: Air reflects ENVIRONMENT. Customer Service ROCK STAR must surround himself/herself with Positive and growing environment where he/she can grow more.
EARTH: Earth reflect GROUND to Paly. Customer ROCK STAR play hard on ground to deliver Results.
SKY:

Customer Service ROCK STAR always Fly High and above the Sky.

Exclusive written by Moazzam Abu Bakar and published in Automark Magazine’s July-2019 printed edition.