İrfan kaplan 125532 ödev 8
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The manager thanks the customer for purchasing a vehicle from their company. They ask the customer to provide feedback on their experience so far by completing an attached survey. The manager wants to ensure the company meets customer expectations and provides good customer service. They include a coupon as a token of their appreciation for the customer's business.
![Dear Customer:
As the manager of [COMPANY], I want to thank you for your
decision to purchase or lease a car from us. Please help us serve
you better by taking a couple of minutes to tell us about the
service that you have received so far. We appreciate your
business and want to make sure we meet your expectations.
Attached, you will find a coupon good for ...... We hope that you
will accept this as a token of our good will.
Sincerely,
[MANAGER_NAME]
Manager
EXCELLENT
VERY GOOD FAIR
GOOD
Making you feel comfortable
Working as a team to best
satisfy you
Making you confident that
this was the right vehicle
Handling your purchase in a
professional and timely
manner
YES
Were all your
questions answered at
the time of delivery?
Was enough time
spent with you at the
delivery time?
Was the delivery of
your vehicle a pleasant
NO
POOR](https://image.slidesharecdn.com/irfankaplan125532dev8-131114154052-phpapp02/85/Irfan-kaplan-125532-odev-8-1-320.jpg)
İrfan kaplan 125532 ödev 8
- 1. Dear Customer: As the manager of [COMPANY], I want to thank you for your decision to purchase or lease a car from us. Please help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations. Attached, you will find a coupon good for ...... We hope that you will accept this as a token of our good will. Sincerely, [MANAGER_NAME] Manager EXCELLENT VERY GOOD FAIR GOOD Making you feel comfortable Working as a team to best satisfy you Making you confident that this was the right vehicle Handling your purchase in a professional and timely manner YES Were all your questions answered at the time of delivery? Was enough time spent with you at the delivery time? Was the delivery of your vehicle a pleasant NO POOR
- 2. experience? Was the exterior clean and undamaged? Was it delivered with all the features promised? Did they have you throughly inspect the vehicle? Was the vehicle's maintenance schedule explained to you? Were all operating controls explained to you? Were all the terms of the warranty explained to you? Was the Owner's Manual explained to you? YES Were you introduced to someone in the service department? Did the car come with a full tank of gas? Has the dealer contacted you regarding your satisfaction? When you received your new vehicle was it problem free? NO
- 3. FIXED NOT FIXED N/A FIXED NOT FIXED N/A Air conditioning, heater or defroster Body (including doors, hood, trunk or sunroof) Brakes Electrical or accessories (including instruments) Engine (including cooling system) Exterior paint, molding or decals Fluid level or leaks Interior fit and finish (including seats, carpet and dashboard) Operation of exterior and interior lights Radio, cassette or CD player Seats, seatbelts (operations or appearance) Squeaks and rattles Steering and handling Tires and wheels (balance, alignment, or inflation) Transmission or clutch Water leaks Wind Noise
- 4. Other TOTALL Y SATISFI ED VERY SATISFI ED SOMEWH AT SATISFIE D SOMEWHA T DISSATISF IED VERY DISSATISF IED Your salespers on Your finance person The way your new vehicle was delivered to you Your overall purchase experienc e Your new vehicle ENCOURA GE A LOT Buy or lease this vehicl e brand ENCOURA GE A LITTLE NEITHER ENCOURAN GE NOR DISCOURA GE DISCOURA GE A LITTLE DISCOURA GE A LOT
- 5. Buy or lease from this deale r Were you offered a test drive? Yes, offered and taken Yes, offered but not taken No, not offered Overall, how would you rate the thoroughness of your test drive. Excellent Very Good Good Fair Poor Did you buy or lease your new car? Bought Leased Did you trade in a vehicle as part of your transaction? Yes No
- 6. How satisfied were you with the process used to determine the trade-in value? Totally satisfied Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied With whom at the dealership did you primarily discuss your vehicle's financing agreements? Your Salesperson Other Salesperson Other (finance, insurance or business office person) In addition to your sales or financing person, did you talk to a sales manager or other dealership personnel when finalizing your purchase or lease? Yes No How satisfied were you with their performance? Totally Satisfied Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied
- 7. Overall, how comfortable were you with the way the dealership worked with you to determine the final price or monthly payments for your new vehicle? Extremely comfortable Very comfortable Somewhat comfortable Somewhat uncomfortable Very uncomfortable Overall, how would you rate the dealership staff that you bought or leased the vehicle from: Excellent Very good Good Average Bad Thinking about when you took possession of your new vehicle, did you: Note the mileage Look over the bodywork Make sure the car is complete (spare tire, tire-changing equipment, owner's manual etc) Get run down from the salesperson about the features of the car Take a final test drive Have you contacted the dealership where you bought or leased your new vehicle about a problem with your vehicle or the way
- 8. you were treated? Yes No, no problems No, I did not contact the dealer although there were problems How many times did you contact the dealership to try to resolve your problem? 1 2+ Has the problem been resolved? Yes No, but it is being resolved No, and I don't think it will be resolved How satisfied are you with the actions taken by the dealership to resolve your problem? Totally Satisfied Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Overall, how satisfied are you with...
- 9. Based on your overall experience, how likely would you be to purchase another vehicle of this brand, if you had to replace it today. Definitely would Probably would Might or might not Probably would not Definitely would not Based on your overall experience, how likely would you be to purchase or lease another vehicle from this dealer? Definitely would Probably would Might or might not Probably would not Definitely would not What was the single most important reason for initially shopping at the dealer where you bought or leased your new vehicle? Advertising (TV, radio, newspaper etc) Previous experience with the dealer Recommended by others Location We would appreciate your completing the following information to help us classify your responses: Sex: Male
- 10. Female Age Under 25 25-34 35-44 45-54 55-64 65 or over If you would like to tell us something about your purchase or ownership experience that has not been covered in this survey, please type your comments in the box provided. Thank you for your patronage and for helping us to better serve you. Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future. If you have any comments or concerns about this survey please Contact: Company Name Address 1 Address 2