RMT366 Spring Assignment 9

Mohammed Sadik

Interview Questions

What areas or departments need improvement and what departments are doing well?

Principle: I believe the service department needs improvement, and I say this because when we first receive a vehicle, we detail it, then post pictures online, and then get it serviced. Sometimes we get a call from a customer that saw the vehicle online and we would have to tell them its in service and its not ready. This pushes the customer away because they start to think there is something major is wrong with the vehicle. We need service department to make a set schedule of what is wrong with the vehicle and what parts need to be ordered ahead of time. The department that is doing well is our financial department, they do a great job of having all paper work done on time and delivered to customers like titles, license plates, and payments.

Sales Manager: Although every department is doing well, we can improve our online specialist department, they post pictures of vehicles that makes it appealing and fail to post minor scratches and stains. A customer comes in to see the vehicle and say things like “i wish you guys were able to show this in the photo, I wasted my time!” and this can hurt our reputation. The sales department is doing the best job, they stay busy by calling leads on customers and set appointments.

(Critique)

What is something you feel like needs to be changed in the company? (Direct question)

Principle: Since we are a full service dealership, I don’t think I would change anything but we can be more organized with inventory, maybe start a new inventory position for someone to keep track of where a vehicle is located and when its going to be ready.

Sales manager: Maybe we can make the front of the dealer look more appealing, like bigger and more modern signs.

When a team member is not following procedure/policies, how is it handled? (Structural)

Principle: This is taken seriously, I usually give a one time warning, I sit them down and tell them what they did wrong and how it effects the business and employees. The second warning is letting them know this is their last chance or else i would have to let them go. Its basic, 3 strikes and your out type of deal.

Sales manager: When I see something I speak to them in private and notify the owner and have them handle it.

How do you analyze competition and compare your results with them to improve your company? (Political)

Principle: This is a great question, usually every weekend we log online and see the prices of vehicles and since we are a one price dealer we make sure our prices are lower by a few hundreds of dollars than our competition. This way customers come to us first because we have the lowest prices rather than having it at a higher price and negotiating. So we take off those couple of hundreds and not negotiate price.

Sales manager: We just keep thing professional and always welcoming and treat everyone with respect. Than we wont have to compete with other companies services if we are doing all we can to keep a smile and keeping them comfortable.

What is your companies mission statement? (Symbolic)

Principle: Become a friend on your journey to finding a new vehicle and promise you to leave with the best vehicle that fits your needs.

Sales manager: Offer you the best deal possible and give you the best finance.

What goals are set for each week or month and how do you keep track of how close you are to meet your goal? (Critique)

Principle: Well our goal every month is to sell 10 cars for each sales man. We keep track of this on our connectionweb.

Sales manager: Sale 10 cars per salesman. we track it through our connectionweb application.

Why is it important to have a reward system for team members who reach a goal? (Direct question)

Principle: We do not have a reward system but we pay commission. But this can be a new strategy to use in the future.

sales manager: I dont think we have a reward system but it can be used to motivate our salesman and encourage them.

What program or approach is the most successful? (Appreciative Inquiry)

Principle: The approach we use is taking off the negotiable dollar amount, this means when someone goes to a dealership they can negotiate the price and drop it a few hundreds of dollars but what we do is drop those few hundreds of dollars and putting it on the ad, this way customers see we have a lower price than anyone around and we earn the customer first before other places.

Sales manager: The thing we do here is treat everyone equally, good credit or bad credit, we still honor your business and try our best to give you the best deal. Other dealerships tend to push the customer away based on their credit score and this is never the case here.

What is your training process and how do you make sure certain areas are met or not met? (Critique)

Principle: we hire people with experience, we train everyone for two weeks with someone who is a professional in that field.

sale manager: we train everyone for two weeks and make sure they master certain things before they are ready.

What system is used to contact and keep in touch with customers? (General Inquiry)

Principle: we contact customer through text message, phone calls, and email. We use webconnection application to see when is the last time we contacted the customer and when do we need to follow up.

Sales manager: Webconnection application is the best, it gives us all the information we need like when we last contacted the customer and how we contacted them.