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Essay text:
There are multiple examples of turning dealers from sales forces to a value added process even before the car is sold.
Lexus originated their dealer experience to provide something beyond what anyone else had. It started by sales staff training that was regulated by the manufactory and a strict policy on warranty service. They followed up with constant surveys of customers that is the standard today in the industry. They also created a dealership that felt more like Nordstrom's than a Wal-Mart. The result is people began to expect quality for the service of Lexus. People were going to dealerships because Lexus provided of the service not just the product...
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