Product Support Best Practices Report
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AED's Product Support Best Practices is a two-book set designed to help dealers improve the performance and profitability of the Parts, Service and Product Support Departments.
Book one is a report on in-depth surveys of AED member dealers' parts, service and product support departments and is designed to give equipment dealers the opportunity to benchmark against actual operating results. Benchmarks are included on parts and service sales per employee, sales per customer, gross profit, parts and service operating expenses, absorption rates, customer retention rates, shop and field labor rates, wages and multiples. Book one also includes 18 different job descriptions:
- Service Apprentice Mechanic
- Service Clerk/Secretary
- Service Foreman
- Service Lead Hand
- Service Manager
- Service Technician
- Service Trainee: Laborer
- Journeyman Technician
- Field Service Technician
- In-Store Customer Parts Sales
- In-Store Service parts Sales
- Parts Clerk
- Inventory control manager
- General Warehouse Labor
- Parts Manager
- Product Support Sales manager
- Product Support Salesman and
- Product Support Marketing Manager.
Written by Ron Slee, book two is an Operations Guide and it "has been developed to inspire fresh thinking on the operational aspects within product support at dealerships." This book focuses "on the best practices in use at dealerships within the equipment industry and related industries," says Slee. "For the dealerships that do not currently use some of these best practices, this guide is designed to provoke both thinking and internal reviews of the processes in place with the intent of spurring dealerships to implement change that provides an improvement in both profitability and customer satisfaction."
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Refund Policy: Within 30 days of delivery, physically shipped products may be returned for refund of purchase price. Requests for substitution cannot be honored. General questions about returns and/or refunds may be directed to jburton@aednet.org or call toll-free at 800-388-0650.
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