Consulting and Services for Improving Quality

More Quality with Consulting and Service Testing

Satisfied customers and smooth operations - the foundations of a successful car dealership or repair shop. We can show you how to improve the quality of your services and how to save real money. In an analysis of your business, we uncover any weaknesses. In salesperson and workshop tests, we determine what you can do to improve services, and how you can better deal with customers and their requirements. Send out a clear message to the competition - with the quality mark for "tested workshop quality."

Benefits at a Glance

With support from TÜV Rheinland for improving quality in car showrooms, dealerships, and authorized repair shops, you:

  • Find out how to improve processes in your company and in dealing with your customers
  • Identify room for making more savings
  • Get an objective appraisal of your sales processes in your business
  • Make your employees more sensitive to customer needs
  • Increase your added value and customer satisfaction
  • Set yourself apart from competitors
  • Boost customer confidence in your services with our "TÜV Rheinland certified repair shop quality" mark

Services for More Performance and Greater Customer Satisfaction

Our experts can help improve processes in your company and in dealing with customers through a variety of services. These include:

Mystery Shopping and Salesman Tests
Through targeted test purchases from your staff, we uncover weaknesses in consulting and sales process, and show your employees how they can improve the quality of your services.

Workshop Tests
Based on an individual test design, we test critical points in customer and vehicle management of maintenance and repair, as well as in delivery of vehicles. We then advise you on how to best develop and implement improvement measures.

Dialog and Final Check
Our experts conduct a neutral dialog for you. We make you and your employees more sensitive to issues in dealing with your customers. We can show you how to best tap existing potential for repair management. And to reduce the likelihood of repeat repairs we run final checks - in samples or with full coverage of all final inspections. To identify vulnerabilities in the repair process, and any areas where support is lacking in dealing with customers' vehicles.

Analysis of processes and systems in your company, and business metrics and support to reduce costs and improve quality through:

  • Profitability checks
  • Competitive analysis - comparison with competitors
  • Market positioning
  • Quality management
  • Future strategy check
  • Repair shop consulting and improvement of all service processes
  • Support in implementing measures
  • Repair shop planning: means and construction consulting
  • Energy efficiency consulting

Workshop Audits & Tests

With an extensive palette of services, TÜV Rheinland Group helps car dealerships, workshops, vehicle fleets, and even private clients to save time and money. For example, the vehicle registration service with license plate manufacturing and pickup and delivery service. Or the workshop service for the entire operation. “Mystery shopping” and “phantom service” are the methods applied for the evaluation of the effectiveness of the sales and service processes.

Services

Not only the performance and reliability of the vehicles themselves but to a major extent the effectiveness of dealerships and their own workshops are closely linked to the perception of the car brand’s image in the market. TÜV Rheinland Australia helps you to evaluate the effectiveness of the sales and service processes in a systematic way that leads to a most unbiased result. There are two main activities that are applied:

  • “Mystery shopping” for various constellations, e.g. for a new car with or without trade-in of a used car
  • “Phantom service” to evaluate the effectiveness of a workshop with a vehicle that is due for servicing and which is prepared with some minor defects that the workshop is supposed to identify and repair.

These services are already implemented for a considerable number of car manufacturers and their subsidiaries/importers in different countries.

Additional Information

For the recording of results and reporting to the client for mystery shopping and phantom service an on-line serves as a basis for the input of all required data. The scope of those data can be either provided by us at full range and tailored to the client’s needs or fully based on the client’s own system if available.