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| Released: Sunday 15th April 2007 Receptionists still costing retailers tens of thousands of pounds Receptionists continue to "say goodbye" to tens of thousands of pounds in profit every year. New research by accident management provider, Accident Exchange, found that a staggering 78 percent failed to handle customers seeking help after a collision. This despite data indicating that on average 57 percent of the company's accident management referrals came via receptionists at franchised dealers. The mystery shop of 135 franchised dealers, each operating without an integrated accident management policy, saw 42 percent direct the customer to their insurer without offering any assistance from the dealership. Another 36 percent provided the customer with details of the independent bodyshop the dealer refers business too. However, in 9 out of 10 cases, the receptionist failed to note the name and contact details of the customer before ending the call. "The receptionist is as important as the sales team," says Daksh Gupta, Chief Operating Officer at Accident Exchange. "There needs to be a culture change throughout the dealership. When a customer calls for help, dealers are usually unwilling; many because they simply don't have a fleet of courtesy cars on stand-by. Yet, with almost every manufacturer placing huge standards payments linked to CSI ratings, it seems absurd to turn your back on an opportunity to offer support." Gupta says that the average dealer can add 20 percent in revenue from an accident management service through new car sales, labour hours, parts and material supply and Credit Hire commission. Only 1 in 5 of those surveyed directed the caller to either the Service Manager or Bodyshop Manager after taking their details and offering to help. << News Archive For further information please contact Andy Francis at Performance PR on 0208 541 3434 or 0787 981 3639 email: andy@performancepr.com |
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| Accident Exchange Limited is a subsidiary company of the Accident Exchange Group Plc | Legal | Copyright © 2007 Accident Exchange Ltd |
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