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AN » Topics » Deliver a Positive Customer Experience

This excerpt taken from the AN 10-K filed Feb 17, 2010.

Deliver a Positive Customer Experience

Our goal is to deliver a positive customer experience at our stores. Our efforts to improve our customers’ experience at our stores include the following practices and initiatives in key areas of our business:

 

  •  

Improving Customer Service: The success of our stores depends in significant part on our ability to deliver positive experiences to our customers. We have developed and implemented standardized, customer-friendly sales and service processes, including a customer-friendly sales menu designed to provide clear disclosure of purchase or lease transaction terms. We believe these processes improve the sales and service experiences of our customers. We emphasize the importance of customer satisfaction to our key store personnel by basing a portion of their compensation on the quality of customer service they provide in connection with vehicle sales and service.

 

  •  

Increasing Parts and Service Sales: Our goal is that our customers will use us for all of their vehicle service, maintenance, and collision needs. Our key initiatives for our parts and service business are focused on optimizing our processes, pricing, and promotion, thus improving customer retention. We have implemented across all of our stores standardized service processes and marketing communications, which are designed to ensure that we offer our existing and potential customers the complete range of vehicle maintenance and repair services. Our processes and marketing communications are focused on increasing our customer-pay service, collision, and parts business. As a result of our significant scale, we believe we can communicate frequently and effectively with our customers. We optimize our pricing to maintain a competitive offering for commonly performed vehicle services and repairs for like-brand vehicles within each of our markets.

 

  •  

Increasing Finance, Insurance, and Other Aftermarket Product Sales: We continue to improve our finance and insurance business by using our standardized processes across our store network. Our customers are presented with the “AutoNation Pledge,” which provides clear disclosure relating to the finance and insurance sales process, and with a customer-friendly finance and insurance menu, which is designed to ensure that we offer our customers the complete range of finance, insurance, protection, and other aftermarket products in a transparent manner. We believe the combination of our pledge and our menu improves our customers’ shopping experience for finance and insurance products at our stores. We offer our customers aftermarket products such as extended service contracts, maintenance programs, theft deterrent systems, and various insurance products. We continue to focus on optimizing the mix of finance sources available for our customers’ convenience.

These excerpts taken from the AN 10-K filed Feb 17, 2009.
Deliver a Positive Customer Experience
 
Our goal is to deliver a positive customer experience at our stores. Our efforts to improve our customers’ experience at our stores include the following practices and initiatives in key areas of our business:
 
  •  Improving Customer Service:  The success of our stores depends in significant part on our ability to deliver positive experiences to our customers. We have developed and implemented standardized, customer-friendly sales and service processes, including a customer-friendly sales menu designed to provide clear disclosure of purchase or lease transaction terms. We believe these processes improve the sales and service experiences of our customers. We emphasize the importance of customer satisfaction to our key store personnel by basing a portion of their compensation on the quality of customer service they provide in connection with vehicle sales and service.
 
  •  Increasing Parts and Service Sales:  Our goal is that our customers will use us for all of their vehicle service, maintenance, and collision needs. Our key initiatives for our parts and service business are focused on optimizing our processes, pricing, and promotion, thus improving customer retention. We have implemented across all of our stores standardized service processes and marketing communications, which are designed to ensure that we offer our existing and potential customers the complete range of vehicle maintenance and repair services. Our processes and marketing communications are focused on increasing our customer-pay service, collision, and parts business. As a result of our significant scale, we believe we can communicate frequently and effectively with our


2

 

  customers. We optimize our pricing to maintain a competitive offering for commonly performed vehicle services and repairs for like-brand vehicles within each of our markets.
 
  •  Increasing Finance, Insurance, and Other Aftermarket Product Sales:  We continue to improve our finance and insurance business by using our standardized processes across our store network. Our customers are presented with the “AutoNation Pledge,” which provides clear disclosure relating to the finance and insurance sales process, and with a customer-friendly finance and insurance menu, which is designed to ensure that we offer our customers the complete range of finance, insurance, protection, and other aftermarket products in a transparent manner. We believe the combination of our pledge and our menu improves our customers’ shopping experience for finance and insurance products at our stores. We offer our customers aftermarket products such as extended service contracts, maintenance programs, theft deterrent systems, and various insurance products. We continue to focus on optimizing the mix of finance sources available for our customers’ convenience.
 
Deliver
a Positive Customer Experience


 



Our goal is to deliver a positive customer experience at our
stores. Our efforts to improve our customers’ experience at
our stores include the following practices and initiatives in
key areas of our business:


 


























  • 
Improving Customer Service:  The success
of our stores depends in significant part on our ability to
deliver positive experiences to our customers. We have developed
and implemented standardized, customer-friendly sales and
service processes, including a customer-friendly sales menu
designed to provide clear disclosure of purchase or lease
transaction terms. We believe these processes improve the sales
and service experiences of our customers. We emphasize the
importance of customer satisfaction to our key store personnel
by basing a portion of their compensation on the quality of
customer service they provide in connection with vehicle sales
and service.
 
  • 
Increasing Parts and Service Sales:  Our
goal is that our customers will use us for all of their vehicle
service, maintenance, and collision needs. Our key initiatives
for our parts and service business are focused on optimizing our
processes, pricing, and promotion, thus improving customer
retention. We have implemented across all of our stores
standardized service processes and marketing communications,
which are designed to ensure that we offer our existing and
potential customers the complete range of vehicle maintenance
and repair services. Our processes and marketing communications
are focused on increasing our customer-pay service, collision,
and parts business. As a result of our significant scale, we
believe we can communicate frequently and effectively with our





2




 



















 

customers. We optimize our pricing to maintain a competitive
offering for commonly performed vehicle services and repairs for
like-brand vehicles within each of our markets.


 
















  • 
Increasing Finance, Insurance, and Other Aftermarket
Product Sales:  We continue to improve our
finance and insurance business by using our standardized
processes across our store network. Our customers are presented
with the “AutoNation Pledge,” which provides clear
disclosure relating to the finance and insurance sales process,
and with a customer-friendly finance and insurance menu, which
is designed to ensure that we offer our customers the complete
range of finance, insurance, protection, and other aftermarket
products in a transparent manner. We believe the combination of
our pledge and our menu improves our customers’ shopping
experience for finance and insurance products at our stores. We
offer our customers aftermarket products such as extended
service contracts, maintenance programs, theft deterrent
systems, and various insurance products. We continue to focus on
optimizing the mix of finance sources available for our
customers’ convenience.


 




These excerpts taken from the AN 10-K filed Feb 28, 2008.
Deliver a Positive Customer Experience
 
Our goal is to deliver a positive customer experience at our stores. Our efforts to improve our customers’ experience at our stores include the following practices and initiatives in key areas of our business:
 
  •  Improving Customer Service:  The success of our stores depends in significant part on our ability to deliver positive experiences to our customers. We have developed and implemented standardized customer-friendly sales and service processes, including a customer-friendly sales menu designed to provide clear disclosure of purchase or lease transaction terms. We believe these processes improve the sales and service experiences of our customers. We emphasize the importance of customer satisfaction to our key store personnel by basing a portion of their compensation on the quality of customer service they provide in connection with vehicle sales and service.
 
  •  Increasing Parts and Service Sales:  Our goal is that our customers will use us for all of their vehicle service needs. Our key initiatives for our parts and service business are focused on optimizing our processes, pricing, and promotion. We have implemented across all of our stores standardized service processes and marketing communications, which are designed to ensure that we offer our existing and potential customers the complete range of vehicle maintenance and repair services. Our service processes and marketing communications are focused on increasing our customer-pay service and parts business. As a result of our significant scale, we believe we can communicate frequently and effectively


2

Table of Contents

  with our customers. We optimize our pricing to maintain a competitive offering for commonly performed vehicle services and repairs for like-brand vehicles within each of our markets.
 
  •  Increasing Finance, Insurance and Other Aftermarket Product Sales:  We continue to improve our finance and insurance business by using our standardized processes across our store network. Our customers are presented with the “AutoNation Pledge,” which provides clear disclosure relating to the finance and insurance sales process, and with a customer-friendly finance and insurance menu, which is designed to ensure that we offer our customers the complete range of finance, insurance, protection, and other aftermarket products in a transparent manner. We believe the combination of our pledge and our menu improves our customers’ shopping experience for finance and insurance products at our stores. We offer our customers aftermarket products such as extended service contracts, maintenance programs, theft deterrent systems and various insurance products. We continue to focus on optimizing the mix of finance sources available for our customers’ convenience.
 
Deliver
a Positive Customer Experience


 



Our goal is to deliver a positive customer experience at our
stores. Our efforts to improve our customers’ experience at
our stores include the following practices and initiatives in
key areas of our business:


 


























  • 
Improving Customer Service:  The success
of our stores depends in significant part on our ability to
deliver positive experiences to our customers. We have developed
and implemented standardized customer-friendly sales and service
processes, including a customer-friendly sales menu designed to
provide clear disclosure of purchase or lease transaction terms.
We believe these processes improve the sales and service
experiences of our customers. We emphasize the importance of
customer satisfaction to our key store personnel by basing a
portion of their compensation on the quality of customer service
they provide in connection with vehicle sales and service.
 
  • 
Increasing Parts and Service Sales:  Our
goal is that our customers will use us for all of their vehicle
service needs. Our key initiatives for our parts and service
business are focused on optimizing our processes, pricing, and
promotion. We have implemented across all of our stores
standardized service processes and marketing communications,
which are designed to ensure that we offer our existing and
potential customers the complete range of vehicle maintenance
and repair services. Our service processes and marketing
communications are focused on increasing our customer-pay
service and parts business. As a result of our significant
scale, we believe we can communicate frequently and effectively





2




Table of Contents



















 

with our customers. We optimize our pricing to maintain a
competitive offering for commonly performed vehicle services and
repairs for like-brand vehicles within each of our markets.


 
















  • 
Increasing Finance, Insurance and Other Aftermarket
Product Sales:  We continue to improve our
finance and insurance business by using our standardized
processes across our store network. Our customers are presented
with the “AutoNation Pledge,” which provides clear
disclosure relating to the finance and insurance sales process,
and with a customer-friendly finance and insurance menu, which
is designed to ensure that we offer our customers the complete
range of finance, insurance, protection, and other aftermarket
products in a transparent manner. We believe the combination of
our pledge and our menu improves our customers’ shopping
experience for finance and insurance products at our stores. We
offer our customers aftermarket products such as extended
service contracts, maintenance programs, theft deterrent systems
and various insurance products. We continue to focus on
optimizing the mix of finance sources available for our
customers’ convenience.


 




This excerpt taken from the AN 10-K filed Feb 28, 2007.
Deliver a Positive Customer Experience
 
Our goal is to deliver a positive customer experience at our stores. Our efforts to improve our customers’ experience at our stores include the following practices and initiatives in key areas of our business:
 
  •  Improving Customer Service:  The success of our stores depends in significant part on our ability to deliver positive experiences to our customers. We have developed and implemented standardized customer-friendly sales and service processes. We believe these processes improve the sales and service experiences of our customers. We have developed and are implementing across our stores a customer-friendly sales menu designed to provide clear disclosure of purchase or lease transaction terms. We emphasize the importance of customer satisfaction to our key store personnel by basing a portion of their compensation on the quality of customer service they provide in connection with vehicle sales and service.
 
  •  Increasing Parts and Service Sales:  Our goal is that our customers will use us for all of their vehicle service needs. Our key initiatives for our parts and service business are focused on optimizing our processes, pricing and promotion. We have implemented across all of our stores standardized service processes and marketing communications, which are designed to ensure that we offer our existing and potential customers the complete range of vehicle maintenance and repair services. We expect our service processes and marketing communications to increase our customer-pay service and parts business. As a result of our significant scale, we believe we can communicate frequently and effectively with our customers. Our efforts at optimizing our pricing are directed toward maintaining competitive pricing for commonly performed vehicle services and repairs for like-brand vehicles within each of our markets.
 
  •  Increasing Finance, Insurance and Other Aftermarket Product Sales:  We continue to improve our finance and insurance business by using our standardized best common processes across our store network. Our customers are presented with the “AutoNation Pledge,” which provides clear disclosure relating to the finance and insurance sales process. We believe the pledge improves our customers’ shopping experience for finance and insurance products at our stores. Additionally, our stores use our customer-friendly finance and insurance menu, which is designed to ensure that we offer our customers the complete range of finance, insurance, protection and other aftermarket products in a transparent manner. We offer our customers aftermarket products such as extended warranty contracts, maintenance programs, theft deterrent systems and various insurance products at competitive rates and prices. We also continue to focus on optimizing the mix of finance sources available for our customers’ convenience.
 

EXCERPTS ON THIS PAGE:

10-K
Feb 17, 2010
10-K (2 sections)
Feb 17, 2009
10-K (2 sections)
Feb 28, 2008
10-K
Feb 28, 2007

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