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This is the second part of a study which looks at car after‐sales service in Germany. The study is based on a benchmarking project which included four key players, Fiat AG, Nissan Deutschland, Toyota GmbH and Ford Werke AG. Examines the effectiveness of policies of after‐sales service as adopted by Toyota GmbH and Ford Werke AG. The criteria used covered product policies, distribution, promotion service, price and environmental issues. The effectiveness of each applied set of policies was measured by examining financial results and by asking the participants themselves to establish their ranking using all the above criteria. Concludes with proposed improvements to car after‐sales service, based on best practice.

Reports on a study on the concept of car after‐sales service as applied in Germany. The study was undertaken by benchmarking four key players: Fiat AG, Nissan Deutchland, Toyota GmbH, and Ford Werk AG. Describes the factors responsible for the growing importance of the after‐sales sector in automobile marketing.