(Tiểu luận) report mercedes midterm

MINISTRY OF EDUCATION AND TRAINING

HO CHI MINH CITY UNIVERSITY OF ECONOMICS AND FINANCE

-o0o -SALES MANAGEMENT

Lecturer: Nguyễn Tiến Huy

Name:Nguyễn Đoàn Quế Thư - 205041039

What are some opportunities that await Mercedes? 31

d) What are some threats facing Mercedes-Benz? ………

11 Conclusion 33

REFERENCES ……… 34

Introduction a) History

Mercedes-Benz traces its origins to Karl Benz’s creation of the first petrol-powered car, the Benz Patent Motorwagen, financed by Bertha Benz and patented in January 1886, and Gottlieb Daimler and engineer Wilhelm Maybach’s conversion of a stagecoach by the addition of a petrol engine later that year The Mercedes automobile was first marketed in 1901 by Daimler-Motoren-Gesellschaft The first Mercedes-Benz brand name vehicles were produced in 1926, following the merger of Karl Benz’s and Gottlieb Daimler’s companies into the Daimler-Benz company.Throughout the 1930s, Mercedes-Benz produced the 770 model, a car that was popular during Germany’s Nazi period Adolf Hitler was known to have driven these cars during his time in power, with bulletproof windshields Most of the surviving models have been sold at auctions to private buyers One of them is currently on display at the War Museum in Ottawa, Ontario Mercedes-Benz has introduced many technological and safetyinnovations that later became common in other vehicles Mercedes-Benz is one of the best known and established automotive brands in the world, and is also one of the world’s oldest automotive brand still in existence today in 2014, having produced the first petrol-powered car.

b) Core Values

“Our core values make the difference”

It’s the values they practise every day that make Mercedes-Benz Mobility a very special company and a Great Place to Work The transformation of Mercedes-Benz Mobility into an integrated provider of financial and mobility services has involved many changes However, one thing will not change: their core values Since 2003, they have accompanied and shaped our company and guided each one of our employees.

Integrity, openness and respect Inspired, empowered and diverse people

Financial and social responsibility

Costumer focus

Commitment to excellence

Sustainability c) Mission Statements

Mercedes-Benz’s mission statement says, “We will inspire and create an exceptional place to work and to do business One employee, one customer, one vehicle at a time Through our transparent atmosphere, premium auto inventory, and individualized customer care, we create the luxury shopping experience that our customers truly deserve”.

Moreover, Mercedes-Benz is driven by a purpose, “First Move The World,” which also forms the organization’s DNA It wants to create cars of the future that will transform the meaning of mobility Also, the company’s motto “The Best or Nothing” reveals how passionate they are about being top-notch Furthermore, the company wants “to build the world’s most desirable cars.”

On analyzing the mission statement of this automobile company, the following key pointers can be deciphered:

1 Transparent work culture: The company also wants to establish transparent and honest operations within themselves and with the customers as well

2 Innovation: It is evident from the mission how the company aims to bring innovation to the automobile industry and ensure that every customer can get the luxury experience they are seeking Innovation is one of the key pillars of Mercedes-Benz, and its car designs exemplify it Everything speaks about luxury and revolutionized designs, whether the dual transmission system or patented rear headlight.

3 Excellent customer service: They offer excellent customer service where every customer is treated like a “royal person,” and all their queries and problems are taken care of 4. Luxury experience: The company wants to provide a luxury experience to every

customer who will reach out to them with the desire to own a luxury and feature-rich car.

The success of Mercedes-Benz is centered around its core values These include:

Passion – The company has a passion for designing top-notch cars that are an emblem of superior design and technology.

Respect – Mutual respect and accepting diversity run through the organization, ensuring a positive and healthy work environment.

Integrity – The company fosters creating an environment of positivity, embracing diverse ideas and ideologies.

Discipline – Following the disciplinary approach in its work methodology has made the brand stand ahead of the league.

Excellence – Nothing, but the best, is what Mercedes stands for d) Vision Statements

Mercedes-Benz vision states, “With our design philosophy of Sensual Purity, we initiated a shift in automotive design.” The company’s main vision is to bring a shift in the automobile industry by designing high-speed cars, splendid engines with automotive transmission, and more From the vision statement of this automobile company, the following key aspects are conveyed.

Revolution: Mercedes-Benz wishes to create an automotive world where nothing is obsolete like the age-old designs It wants to integrate new and innovative ideas into car designs The company aspires to be a leader in electric mobility and vehicle software.

Creativity: As per the company’s design philosophy or ideology, it values creative thinkers who can design cars that exude next-level designs that are sensuous and pure, i.e luxurious and original They believe that when creativity meets technology, the automotive designs are outstanding and unbelievable.

Best of the best cars: The company officials wish to introduce cars that will be the best They want to include technologies and features that will make them the topmost company in the automotive industry

To sum up the Mercedes-Benz vision statement, we can say that the company is focused on creating a futuristic car with the most advanced technology that will make the driving experience of Mercedes unparalleled.

The Product line of Mercedes:

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two- and four-seater grand tourer coupe two-seater grand tourer sports coupe and roadster.

vehicle and large van Also marketed by Freightliner Trucks as the Freightliner Sprinter from 2001 to 2021 and by Dodge as the Dodge Sprinter from 2003 to 2009.

Metris 2016 2016 – A North AmericanVersion Of The Vito.

Commercial trucks

g 1948 2013 – All-wheel-drivemedium-duty trucks.

Zetros 2008 2008 – Off-road truck.

Buses and coaches

Bought a new Mercedes Benz? Ensure you follow the Mercedes car maintenance schedule at authorized Mercedes Benz service centre in Mumbai.

On the outside, the masterly crafted design combined with high-end technological features and the ever appealing performance and comfort may seem serene and quite uncomplicated.

But on the inside, your luxury car is a mechanical system with complex machine parts, where each of the element deserves perfect attention and care In other words, your Mercedes Benz needs maintenance Mercedes Benz is among the few luxury cars which have the longest service intervals But of course, it depends on various factors like vehicle type, running conditions and terrains.Costly repair is an often associated term with luxury vehicles and you surely would want to avoid it Also, in order to keep enjoying the premium features in your Mercedes car maintenance is a must So, what does a Mercedes car maintenance routine include? On the onset, it is important to know about the Maintenance Service Indicator System.

This system on your Mercedes Benz informs you about the maintenance before hand Almost one month for that matter.

It keeps you sending alerts as well till you give in and take it to authorized Mercedes-Benz sevice centre in Mumbai Fascinating, isn’t it? This is what makes a Mercedes Benz stand out from the rest Moving on, there are two types of service Mercedes car maintenance required by your Mercedes Benz This includes Mercedes Benz Service A and Mercedes Benz Service B Let’s look at what Mercedes car maintenance routine

include:-Mercedes Benz Service A

This maintenance type is carried out after close to 1 year and every 10,000 miles The routine maintenance includes the

following:-Oil filter check and replacement Synthetic motor oil replacement Tire inflation check and correction

All fluid level checks Brake inspection Maintenance Indicator Reset Mercedes Benz Service B

This is a more detailed maintenance type which is generally taken after every 20, 000 miles and 1 year after Service A This

includes:-Oil filter check and replacement Synthetic motor oil replacement Tire inflation check and correction All fluid level checks

Cabin dust filter replacement Brake inspection Brake fluid exchange

During this service type, your Mercedes Benz is tested and reviewed and all the service requirement is performed.

Sale Organization:

Mercedes-Benz Vans strengthens sales organization of regions Europe and Overseas Mercedes-Benz Vans prepares sales for the future with renewed focus on internationally diverse customer needs Digitization of sales, electrification and greater attention to growth markets and industries are central to this strategy With the personnel changes in the regions of Europe and Overseas, Mercedes-Benz is taking another step to successfully shape change within the automotive industry At the heart of this transformation for sales and marketing are the emerging customer needs and resulting rapid changes The van manufacturer from Stuttgart aims to further strengthen its premium positioning in the commercial sector and to actively shape the future of electric mobility with first-class customer experience and further consolidate existing customer relationships.

"With the commitment of Nicolette Lambrechts and David Perdomo Hollatz, we are well positioned for the next phase of this transformation and convinced will accelerate further growth David and Nicolette will advance our business with their profound market experience both in operational business and in achieving our strategic goals, "says Klaus Rehkugler, Vice President Sales and Marketing Mercedes-Benz Vans.

Personnel changes in the Mercedes-Benz Vans sales organization

David Perdomo Hollatz will take over the management of the Europe region as well as the management of Van Germany from Steffen Lucas from February onwards

Nicolette Lambrechts will lead Sales & Marketing Mercedes-Benz Vans Region Overseas from April onwards

Selling Process:

Mercedes-Benz to launch agency model in the UK in 2023

Mercedes-Benz has reached an agreement with the European Association of Mercedes-Benz Dealers (FEAC) to introduce an agency model in Europe.

The Mercedes-Benz agency model has been introduced in Sweden, in Austria and in South Africa as well as in India Its launch in Germany and in UK is expected in 2023 and said by the end of 2023 more than 50% of its vehicles sold in Europe will be through the agency model.

With the agency model, Mercedes-Benz aims to offer greater price transparency with dealers focusing on customer satisfaction and providing support to customers regardless of the point of contact, online or

The prospect of Toyota in the automobile market today is quite high compared to other brands Because the needs of people are increasing now Toyota dominates because the quality of Toyota is always the number one,

impressive exterior design, eye -catching, and luxurious interior, modern, comfortable, caught up main.

The main market share of Toyota is mainly in Japan and the US These are two potential markets because people of these countries are very fond of using cars Particularly, the Japanese government has special offers for Toyota, treating this brand as a major Japanese exporter.

b) Toyota target customers

Individual goods: Personal customer groups or only need to use individuals, and with high income will be aimed at the cars that show their own personality and account for a high proportion.

Organizational goods: distributors, wholesale agents, retail, shops This is a group with requirements on discount, sales reward, orders on schedule related to the distribution of production Products.

c) Preparation

All information about Toyota models will be updated fully and clearly Toyota focuses on preparation from the smallest details to help bring effective service quality Sales staff at each Toyota dealer usually work in groups of seven or eight members.

Preparing in the sales process is a very necessary step, including the following jobs The staff will check the information collected from customers such as information about address, phone phone, Products of customers' main goods, production and business activities of customers, the latest information about customers.

After that, it will make an analysis table of competitive advantages related to Toyota products and uses, and benefits for customers.

d) Approach

Previously, businesses only had direct approaches such as calling, advertising on TV, direct sales But with the development of technology, Toyota has more options: App design Mobile, social networks, websites, social network ads Toyota will approach customers through the following five specific steps:

Step 1: Collect customer information: Demand; demographic; income; Behavior This is the first step for Toyota to identify its target customers Ensure the right audience so as not to waste time and cost.

Step 2: Building trust for customers about Toyota Give messages to persuade them if they intend to buy a car Or quotes to create demand if they do not need it immediately.

Step 3: Create close relationships with customers When exchanging with customers, Toyota employees will find ways to create friendliness and personalization of customers This makes customers feel comfortable and believe that Toyota is the right choice for its needs.

Step 4: Promote action Here, when customers have considered buying, Toyota will take actions to accelerate the representative process such as offering attractive promotions and incentives.

Step 5: Maintain a strong relationship with customers.

e) Presentation:

Product presentation is the highest interactive opportunity to potential customers in the entire 7 -step sales process and the process will stop if we fail in this step 4, and of course, the opportunity to return Again is very difficult again.

The salesperson will bring customers the benefits related to Toyota products (cars) The product that appears in terms of it will bring benefits to customers instead of just about features, characteristics, forms and policies During the meeting, Toyota staff will create many open questions so that customers can join and give their opinions, questions, comments separately and from there make the most reasonable choice.

f) Handling Objections

According to common psychology and behaviors, customers will give opposition and opposition when receiving a quote for the purpose of reducing prices or seeking more motivation.

In dealing with this situation, the salesperson needs to maintain the spirit and belief that potential customers will buy Here Toyota will show customers the confidence in its products, and the reputation that there will be no worries about product quality.

While dealing with the problems of reasonable customers, Toyota will help customers notice that the brand's products will meet them with the benefits that are much greater than the cost when buying a car at Toyota.

g) Closing

After giving all product information that makes the buyer trust, to go to the final sale step of the staff will summarize the core values, the most prominent of the item through some summary words short to buyers.

Toyota staff will carefully prepare plans to capture customer psychology, determine where the customer demand is in order to plan appropriate consulting scenarios to avoid losing opportunities.There are different types of customers Everyone has different personalities, characteristics and interests Therefore, at Toyota, the employees will be intensively trained in closing deals and improving relationships with customers, they will grasp the psychology of each type of customer, from actions, gestures to words that finds a breakthrough point, hits the customer's psychology, and makes them satisfied with the product When customers are noticed and recognized by others, they will easily make decisions and choose Toyota products.

h) Follow Up

After-sales customer care is a series of activities of the customer service department In order to maintain Toyota's close and long-term relationship with customers.Toyota will build the overall after-sales customer care process as follows:

Keep in touch with customers: Maintaining contact with customers even when satisfaction is achieved will help customers truly believe in the professional and responsible working style at Toyota.

Provide support when needed:Not only asking for social contact, what customers care about when having a problem is the solution from the business side During the communication process, if a customer has a problem with a product of the company, Toyota staff will help the customer calm down and offer the fastest solution.

Get customer feedback on products and services: Customer feedback is an important database that helps Toyota track satisfaction levels as well as suggestions coming from the wishes and desires of customers From there, customers can perfect the quality of products and services perfectly.

Sell Target

The traditional Mercedes Benz target market includes upper-class consumers aged 40 and up who want a car with luxury-level conveniences and a high-end feel Mercedes Benz is looking to expand that market during the 21st century.

Although Mercedes Benz continues to target many of its models to upper-class, middle-aged drivers, some advertising campaigns are focusing on different populations Mercedes Benz is