Northern Ireland’s official Mercedes-Benz Vans Dealer has become the first in Britain to pass a stringent quality audit covering all aspects of its light commercial vehicle sales and after sales operation.
Mercedes-Benz Truck & Van (NI) Managing Director Neil McKibbin, left, with Sales Director Julian Brown, right, and Van Sales Manager Robert Walker
Mercedes-Benz Truck & Van (NI), which is based on Mallusk Road, Newtownabbey, was hailed a “model Dealer” by the manufacturer in recognition of its achievement.
The Van ProCenter programme is an international initiative by Mercedes-Benz that puts customer care at the very top of the agenda. Just over a year ago, having been pipped at the post by a fellow franchisee, Mercedes-Benz Truck & Van (NI) became only the second UK Dealer to meet all of the scheme’s demanding criteria and earn accreditation as a fully-fledged Van ProCenter – to underline just how tough the process is, most members of the Mercedes-Benz Dealer network are still working towards this goal.
Now, 12 months on, Mercedes-Benz Truck & Van (NI) has just claimed top spot by becoming the first Dealer to pass a rigorous audit covering a full year’s operation as a Van ProCenter.
Significantly more demanding than the process it went through to secure its accreditation, the new audit effectively confirms that Mercedes-Benz Truck & Van (NI) has delivered on all of its promises.
Steve Bridge, Managing Director for Mercedes-Benz Vans in the UK, explained: “Van Pro Dealers have to meet more 50 separate standards of excellence which, taken together, mean their customers are assured of class-leading levels of service, not only when selecting, ordering and taking delivery of their new vehicles, but also once they’re on the road.
“The excellence of our Dealer partner in Northern Ireland is reflected by its achievements over the past year, not only in terms of vehicle sales but also against a range of key performance indicators. MB T&V (NI) is a model Van Dealer.”
Mercedes-Benz Van ProCenter Dealers must keep extended opening hours for customer convenience and meet the manufacturer’s strict requirements on everything from sales staff numbers, their training, qualifications and expertise in specific models and business sectors, to advice on bodybuilding options and the availability of award-winning Sprinter, Vito and Citan demonstration vehicles for test drives at short notice.
They will also demonstrate ‘best-in-class’ brand and product presentation at their premises where, as well as new models, they should retail a broad range of top-quality used vans and offer customers fair and transparent trade-in deals on their own vehicles.
From an after sales perspective, meanwhile, Van ProCenter Dealers must have specially trained service advisors and technicians, and ensure customer mobility by providing replacement vehicles and collection and delivery services.
Managing Director Neil McKibbin, who recently led celebrations to mark the 10th anniversary of the dealership he founded, added: “Our motivated, expert team have passed every test that Mercedes-Benz has put in front of them with flying colours, and should all be extremely proud of this latest achievement.
“We’re committed at Mercedes-Benz Truck & Van (NI) to providing the class-leading acquisition and ownership experience that customers for vehicles bearing the legendary three-pointed star are entitled to expect.”
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