Marine Industry Certified Dealership Program

Transcription

1 Five Star Checklist Marine Industry Certified Dealership Program 1. Certification Assessment 2. Marine Industry Consumer Commitment 3. Employee Process Complete the Five Star Certification Assessment. Provide a picture of your posted Consumer Commitment in a consumer- visible area. Describe how your employees follow the Consumer Commitment philosophies and how you educate consumers about the Commitment. Provide copies of your job descriptions for one manager and one employee per department. Provide a sample of your employee handbook. Your handbook must contain your dress code, attendance policy, employee purchase policy, smoking policy, company vehicle use policy, organization chart, discipline procedures, employee dress code, and employee parking policies, at a minimum. Provide a photo(s) verifying your sales and service employees wear branded clothing and/or name tags. Provide a copy of your performance evaluations for managers and employees (one manager and one employee sample from each department with names redacted). Provide your method of conducting Quarterly Management Reviews (one for each of the last two quarters). Provide two process improvement reports completed in the last year that were implemented because of a customer or employee identified issue. Describe how you share process improvements with your employees.

2 Marine Industry Certified Dealership Program 4. Employee Satisfaction Survey 5. Education & Training 6. CRM Process Distribute surveys and completion date to employees. Upload your consultant- verified ESS report. Provide your employee satisfaction meeting agenda. Submit your employee satisfaction meeting attendance sheet. Explain the topics covered during the ESS staff meeting. Submit your process improvement worksheet that details planned changes based on your employees' feedback. Provide a copy of your method of tracking employee annual training highlight additional courses to be completed by employees throughout the year as identified in their performance reviews/employee discussions. Provide documentation of 30 hours of nationally recognized training attended by owners/managers [10 hours leadership/management, 10 hours sales/marketing and 10 hours HR/succession planning.] Provide a list of customer activities, events, specials and/or mailings that your dealership participated in or conducted over the last year. Describe how you execute and track your CRM activities.

3 Marine Industry Certified Dealership Program 7. CSI Tracking & Trending 8. Sales Process Provide your last three (3) months of sales and service CSI track and trend reports. Provide your sales process map (must include F&I, internet leads and 100% follow- up) with annual review date and changes noted or color- coded. Describe your selling philosophy/approach to meeting customer needs, how you ensure customers are greeted promptly and addressed in an honest, professional and non- manipulative manner. Provide a sample of your method for pre- sale follow- up with customer name, visit date, call date, person calling and call results (one for each of the last two months); must show 100 percent follow- up by phone within three days of visit. Describe how you explain warranties, manuals and instructions to your customer before delivery and identify who delivers the explanation. Provide your method of contacting and tracking Internet leads that shows your Internet lead response time and results by lead source. Submit three (3) completed/signed inspection/rigging sheets from the last three boats rigged and describe your inspection process for boats arriving from the manufacturer. Submit three (3) completed customer product orientation checklists. Provide three (3) Delivery Check Sheet samples. Recertifying dealers must provide one from each of the last three quarters.

4 Marine Industry Certified Dealership Program 8. Sales Process Continued 9. Website Standards Provide a sample of your method for post- sale follow- up with customer name, sale date, call date, person calling and call results (one for each of the last two months); must show 100 percent follow- up by phone within seven days of delivery. Provide your method of tracking sales and sales trends. Recertifying dealers must submit one report from each of the last two quarters. (Recertification dealers only) Provide a sample of your Grow Boating leads printout over a three- day period. (Recertification dealers only) Verify that your dealership is registered on Discover Boating as a Certified Dealership. A consultant will inspect your website to ensure: Your site lists hours of operation, address and department telephone numbers on your home page. Your site is mobile friendly. You routinely update all the makes, models, inventory, events, and promotions on your site. Your site provides e- mail capabilities from all sections of your site. Your site provides separate "About Us" and "Parts" sections. Your site provides maps and directions to your dealership. Your site includes the Marine Industry Consumer Commitment. You post your dealership's rewards and recognitions. (Recertification dealers only) Your site includes the MICD logo and what it means to be Certified.

5 Marine Industry Certified Dealership Program 10. Facility Standards 11. Service Process Submit two (2) completed facility check sheets one completed by you and one by a customer. (Recertification dealers only) Submit completed Facility Check Sheets for last three quarters one must be completed by a customer. Provide pictures or video of the interior and exterior of your dealership. Provide picture(s) or video of permanent interior and exterior signage. Provide picture(s) or video demonstrating how your boat and vehicle parking areas are marked. Provide picture(s) or video of your landscaping. Provide picture(s) or video of boat, parts and accessories displays. Provide picture(s) or video of indoor/outdoor display areas. Provide picture(s) or video of your service areas (write- up and customer lounge). Provide your service process map (including follow- up) with annual review date and changes noted or color- coded. Provide a description of how remote assistance or mobile service is provided and monitored to ensure customer satisfaction; may be integrated into service process map.

6 Marine Industry Certified Dealership Program 11. Service Process Continued Describe how technicians access parts, special tools, equipment, service information and technical service bulletins. Describe your process to ensure timely completion of promised service repairs Provide two (2) samples of customer work quotations (i.e. repair order). Describe your dealership practice of notifying customers of repair progress. Describe your finished- on- time process that ensures customer repairs are completed on time. Provide a sample of one day's tracking of on- time delivery (i.e. route sheet). Provide your method of tracking customer comebacks. Describe your dealership's service quality assurance process and how you monitor it for impact and effectiveness. Submit sample documentation (i.e. repair order with quality assurance stamp, inspection sheet, boat tag, technician stamp, etc.). Provide your method of following- up with service customers within seven days of service that includes customer name, service date, date response received, and call result comments. Must provide for 100 percent follow- up by phone or within seven days of service.

7 Marine Industry Certified Dealership Program 12. Parts Process Describe your inventory control system and provide 13. Accounting Process Provide budget, performance tracking and monthly a sample tracking report. Provide a copy of your most recent inventory recap. Describe how you track and reduce obsolescence. Provide an updated parts process map with annual review date and changes noted or color- coded. reports (balance sheet, profit and loss) showing completion no later than the 15th of the following month. You may redact sensitive information if desired. 14. Mystery Shopping 15. Performance Planning Complete and submit the Competitive Sales Telephone Mystery Shop Form. Complete and submit the Competitive Service Telephone Mystery Shop Form. Complete and submit the Competitive Parts Telephone Mystery Shop Form. Complete and submit the Competitive Internet Mystery Shop Form. Complete and submit the Competitive Website Review Mystery Shop Form. Submit no less than three (3) performance goals. Goals should include actions required, person(s) responsible and target dates