【正文】 e Companies Example Independents OEMAffiliated Sentry Ford, Inc. 21 Automotive Market: AfterSales AfterSales analysis US: OEM response. 58%48%45% 46% 45% 43% 43% 43% 44% 46%0%25%50%75%100%1986 1988 1990 1992 1994 1996 1998 1999 2022 2022Source: Boston Consulting Group, Access Asia Independents Independents OEM OEM 22 Automotive Market: AfterSales OEM involvement: Asia example Express service, cheaper genuine parts: Thailand, Japan Similar for Toyota: Malaysia, Philippines Thailand 30 minutes test maintenance services Cheaper genuine parts 6month warranty Plus Fast Tech Services Quick repair service system Transparent pricing 40% cheaper parts for TOYOTA Manufactures’ warranty Plus Thunder Services 3. Competitive Activity 24 Competitive Activity China: OEMs. ? OEMs in China are beginning to brand their AfterSales services. ? Events are mostly similar. ? Communications talk mostly about “care” and “heart.” 25 Competitive Activity China: Independents ? Independent chains all have brands. ? These brands are now starting into munications. 26 Competitive Activity Review 2022: ? OEM Free test events ? OEM Internal contest ? Communications: OEMs Service chains 27 Competitive Activity Free test events: Examples. Date from Spring amp。 service to your heart 2 weeks free test services Buick Care New care from new year Brilliance Auto Nanjing Fiat SGM Guangzhou Honda Special service for 4 seasons with love Sincere Service Care forever FAWVW Deliver cool during summer events Beijing Hyundai Chery Chery heart warming services of winter South East Check up for your satisfaction of Spring Tourism of autumn Hainan Mazda Toyota 2 weeks free test services 28 Competitive Activity Service Skills Contests in 2022: The 3rd AfterSales Services Contest DongfengNissan 1st NISTEC Contest Toyota Service Champions Contest Honda Fiat Toyota Nissan The 1st Service Contest of Nanjing Fiat “NickNickel” Contest FAWVW 29 Competitive Activity SVW now on TV: 30 Competitive Activity SGM: 31 Competitive Activity Toyota: 32 Competitive Activity FAWMazda: 33 Competitive Activity NanjingFiat: 34 Competitive Activity DongfengNissan: 35 Competitive Activity Bosch: 4. FAWVW AfterSales 37 FAWVW AfterSales Market share: 2 17%12%13%58%SVW FAWVW SGM Others 38 FAWVW AfterSales Dealer work: 2 FAWVW 17 FAWVW 12 FAWVW 18 FAWVW 2 FAWVW 31 FAWVW 3 FAWVW 4 FAWVW 1 FAWVW 7 FAWVW 3 FAWVW 1 FAWVW 2 FAWVW 2 FAWVW 31 FAWVW 4 FAWVW 5 FAWVW 14 FAWVW 30 FAWVW 4 FAWVW 5 FAWVW 19 FAWVW 7 FAWVW 3 FAWVW 24 FAWVW 5 FAWVW 12 FAWVW 36 39 FAWVW AfterSales Brand perception: 10 56789BenzBMWAudiHondaVWToyot aSVWNissanSGMFAWVWFAWD CitreonSource:2022 Attitude and Image 40 FAWVW AfterSales Customer satisfaction index: FAWVW 6 819818816809801800797792790790781777774772767758758747707H o n d aA u d iB u i c kF A WF e n g Sh e nF A W V WT o y o taSV WN i s s a nI n d u s tr yN o r th Ea s tG o l d e nD C i tr e o nK i aD a i h a ts uC h a n g a nF i a tH a i n a nG e e l ySource: JD Power 41 FAWVW AfterSales Oamp。R analysis. ? Competition is growing in the AfterSales market. ? Communication spending by both OEMs and Independents is multiplying. ? Customer loyalty depends on image perception. ? Customer experience is average, but perception of FAWVW AfterSales is not as good as it should be, pare to its share. ? With increased petition, it may get worse. 42 FAWVW AfterSales Oamp。R analysis. ?