Internal Request

For the internal customers, the spare parts order sources are:

• Booking: The service advisor daily sends to the Parts staff a list containing the details of the bookings done for the following days.
  When the agenda is shared (e.g. when the agenda is integrated into the dealer’s DMS, the Parts staff can consult the appointments personally).
  The Parts staff prepares in advance (e.g. the evening before) the boxes (or baskets) with the requested parts (standard interventions and campaigns requiring spare parts ).

The baskets/ boxes must contain a label with the vehicle plate number and a copy of the quotation (when available) with details of spare parts.

• Reception: the service advisor informs the parts staff for none booked customer or if during the reception it was agreed to replace other spare parts or to install new accessories in addition to the pre-picked parts;
• Diagnosis: if additional interventions are identified during this phase, the service advisor checks the availability of spare parts, and once the customer has authorized the new interventions, asks the Part personnel dedicated to the internal workshop to prepare the spare parts.
• Execution: if the technician that carries out the work observes that additional interventions are needed, he informs the workshop foreman. The service advisor prepares a new quotation and verifies the parts availability, then she/ he asks the customer for the authorization to perform the additional interventions. Finally she/ he asks the Parts staff to prepare the new spare parts.

The Parts Department receives parts requests also from the dealer’s sales department and from the department that manages the pre-owned vehicles. Both departments can require parts and accessories to install on the vehicles. 

External Request

Different types of Parts Department's external customers exist, starting from the final user, that buys a single spare part for his own vehicle, to the professional customer that purchases spare parts in order to perform interventions at his workshop /body-shop or to resell them.

When one of the external customers arrives to the Parts Department  to make an order or to ask for a quotation it is important to ensure:

• Accessibility and visibility of the Parts Department’s sales area: car parks and suitable signage to ensure a comfortable access for the customers;
• Comfortable interiors: suitable waiting area, huge assortment and good visual effect in the sales area, spaces fit for goods handling;

• Customer relations’ management: welcome the customer following an approach to establish a favorable relation;
• Creation of extra value into the relationship, advising the customers:

○ Development of customers’ needs analysis (explicit and not explicit);

○ Providing useful information and informative on parts, vehicles, dealer’s services.

○ Offering solutions/ proposals/ suggestions for identified needs, taking the opportunity for additional sales.