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Going further with the MCI sales process How does an MCI motor coach purchase get processed? Extremely efficiently, according to Debbie-Sayer Cook, director of sales and operation support, who leads a team of 15. The process starts long before the shopping experience ever begins. Every new coach sales representative who joins MCI spends several days at the Winnipeg plant in product orientation and sales process procedures, according to Sayer-Cook. Once trained, sales representatives are backed by administrative assistants at their branches, and each representative is additionally assigned a contract coordinator in the sales and operations support department at the Winnipeg plant. "MCI does a good job of training its sales representatives on procedure," said Aram Nikitas, an MCI regional sales manager in the Midwest. "And the support system helps to assure that a new coach order goes through MCI manufacturing lines properly and on time." From concept to completion "We are included in all of the communication regarding the sales order," said Kathy Leech, a contract coordinator who has been with MCI for more than 25 years. "Once we get the order, we price out the options and work with Purchasing to assure that all supplier materials are available. We get involved in interior selections, and we work with the customers and our graphics team here in Winnipeg on coach exteriors and paint schemes." While MCI usually has a number of in-stock J4500 models ready for immediate delivery, most MCI coaches are made to customers' specifications. Special features, such as satellite TV or XM and other satellite radio options, require a longer lead time and are reviewed by MCI's engineering department, located only steps away from sales and operations support. "We create the installation plans, specify the materials needed and build in the special feature," said Jim Macdonald, MCI director of engineering. "Sometimes a special feature will require a new vendor relationship or a new mold, which may require additional time for proper installation." MCI's sales and operations support department also handles any changes a customer may make to the order. "Our department not only coordinates any changes to an order, we also inform customers of any changes Engineering may have planned to a coach model," said Sayer-Cook. "For example, since we're installing the tire pressure monitoring system as a standard feature, we need to notify those customers with orders already in-house. Our department functions as a two-way communication center." Coach delivery planning is also managed through Sayer-Cook's department. "Since we've opened the new coach delivery center in Winnipeg, we've seen a substantial increase in the number of owners coming up for delivery," said Sayer-Cook. "Customers are curious and interested in the changes we've made at the plant. We coordinate their arrival and departure, arrange plant tours and make dinner reservations. We want our customers to enjoy themselves while they're visiting." If you're an MCI customer who would like to tour the Winnipeg facility, please speak to your sales representative about arranging a visit. The FYI from MCI editorial staff values your feedback. Please e-mail any suggestions, comments, or ideas for future articles to fyi@mcicoach.com. |
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