Module 02. Dealer Network. Learning Outcomes:

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1 Module 02 Dealer Network Learning Outcomes: Understanding of the features and benefits of STIHL product distribution and the dealer network; You will be more confident in communicating the benefits to your customers o Fully assembled, fuelled and ready to go o Sales, service and repair o Specialist product knowledge o Factory trained technicians o Availability of spare parts o Safe use of product o Range of personal protective equipment (PPE) and accessories Please click on the link(s) below for supporting information: 1

2 STIHL Dealer Network Worldwide, STIHL products are only distributed via approved dealers. STIHL Dealers have a number of key advantages to offer their customers over other outdoor power retailers Range of quality products Specialist product knowledge Factory trained service technician Availability of spare parts and accessories All product fully assembled, fuelled and ready to go Part of a national Dealer network Example of Full Servicing Dealership with STIHL ShopSystem external imaging - Modern signage that communicates clear retail messages to customers. The STIHL Dealer Network includes over 450 dealers with full servicing facilities and over 160 Retail Dealers with limited workshop facilities. The Retail Dealers, often local hardware stores contract their servicing to the Full servicing Dealers. This hub & spoke system allows for greater retail locations and the customer continues to access a high standard of service and repair 2

3 Example of Full Servicing Dealership with STIHL ShopSystem internal fixtures and signage. Most are outdoor power equipment specialists Retail dealers stock a limited range of STIHL products as a complimentary range within their business. Many are local hardware stores 3

4 Every Retail Dealer has a STIHL Service Promise display with service referral cards. These cards direct customers to the two nearest Full Service Dealers if they wish to directly obtain product repairs or access the full product range Example of Service Promise card 4

5 Fully assembled, fuelled and ready to go With over 450 dealers nationally, customers are never far away from the STIHL range of quality products and specialist dealer advice. Unlike other retailers, STIHL dealers always fully assemble a new unit for the customer. Why do we do this? It s fundamental to our way of looking after our customers. We firmly believe that an informed customer will be able to use the product in a safer and more efficient manner This is why we fully assemble each unit and explain the following to each customer: safety features starting procedure Correct fuel and oil to use Recommended PPE Service intervals Availability of spare parts Warranty information Owner s handbook Each unit is fuelled and oiled before demonstrating the starting procedure; we want to make sure the customer is confident in using the machine and understands the main features. Sales, service and repair STIHL has an extensive range of products to suit customers outdoor power needs. The range is divided into three broad user categories: Home Owner - entry level / occasional use Land Owner - Mid level / regular use Pro - commercial use The range includes product powered by: 2 stroke petrol Corded electric Battery All the products are manufactured to the highest standards and designed to be serviced and repaired. STIHL holds spare parts for each model for up to 10 years ensuring customers can get a lifetime s use from their machine. 5

6 Other retailers may have cheaper product - all of which the customer has to put together from the box, but these are not serviceable and no spare parts are generally available. Once they go wrong the customer is forced to buy a new machine, a false economy and the throw away mentality is environmentally unsound. Specialist product knowledge In every STIHL dealership there is a wealth of specialist product knowledge to help every customer choose the best product for the intended application. Understanding the customers needs is the first step in helping them make an informed purchase. Have they used STIHL products before? Do they own other STIHL products? What is the intended use of the product? How often will it be used? Who else is going to use it? The answers help guide the customer to the best product for the intended use. Having the right tool for the job is critical to safe and efficient use. This specialist knowledge and customer service is what brings customers back time after time. People love good service Factory trained technicians STIHL provides a number of Technician training courses to ensure the same high standard of competency is available in every STIHL dealership. Whether the product is entry level and used only occasionally or is one used by professionals on a daily basis, every STIHL dealer can service and repair the item in an efficient and cost effective way. Only genuine STIHL spare parts / oils / accessories are used by factory trained technicians, using the latest technology. Would you trust your STIHL equipment to be serviced by anyone else? Availability of Spare parts Every STIHL dealer has access to the entire range of spare parts - Next day delivery is available for parts not in stock at the dealer allowing quick turnaround for the customer. A customer may choose to do their own servicing or book the product in. Finding the correct part is easy using the STIHL MediaCAT electronic parts look up system. (Further information in module 9) 6

7 Safe use of product Many outdoor hand held products have the potential to cause harm or serious injury if not used correctly. This may be increased if the customer has incorrectly assembled the item - key reason why every STIHL product is fully assembled, fuelled and ready to go. We value safety and every customer is given information and advice on the safe use of the product as part of the sales process. This includes: explaining the key points in the owner s manual highlighting important safety guidelines correct fuel and oil routine inspection and checks Range of PPE and accessories STIHL has a large range of safety equipment and accessories. STIHL dealers will recommend appropriate safety equipment to their customer. This might include: Chainsaw cut resistant trousers / chaps Hearing protection / earmuffs Safety glasses Gloves Safety footwear Clothing Additionally, customers are made aware of the STIHL range of accessories relevant to the product and its use. These might include: Fuel can 2 stroke oil Bar and chain oil Sharpening tools Alternative cutting heads Extra line Cleaning products Wash brushes In a competitive retail environment good customer service ensures that customers return. 7

8 Please go to the test section for module 02 8