Mr. Ranjit Yadav, President – Passenger Vehicles Business Unit, Tata Motors, said, “In line with our vision and strategy to provide an enriched purchase experience, we have undertaken a revamp expedition of showrooms and expansion of our dealership workforce to prepare for the launch of our exciting global cars, Zest and Bolt. We are gearing up as we move closer to the launch. Besides our new range of products, our retail experience will also go through a sea change. Our customer-centered cars are being backed with customer-engaging purchase experience at our dealerships. This is a step forward for us in reinforcing our commitment to provide best-in-class purchase experience.”
In improving customer engagement at dealerships, Tata Motors looks to upgrade its dealer and service network, which in turn will better showroom ambience, purchase experience and after-market service. Technology-enabled dealerships with all-encompassing sales, service and spares are key.
Tata Motors is working with dealerships to develop its HR guideline manual that caters to recruitment, training, rewards system and retention. New recruits will be tutored to attain in-depth product knowledge, soft skills, sales and technical training. Trained sales managers at dealerships will help potential customers configure a car real time on video walls. Tata Motors’ Horizonext strategy points directly to customer experience at sales point and for after-sales service.