What does MOT mean in the automotive industry?

[AlessandraMarie]

MOT is commonly seen in automotive sales techniques. It is not only used in car sales but is also widely reflected in social life, work, and study. MOT (Moment-of-Truth) – Critical Moment. MOT is a key indicator and a specific measure of customer orientation, because from the customer's perspective, they only remember those critical moments – MOT. Additional Information: Below is an introduction to the concept of MOT research: 1. In satisfaction research, there is a very important branch called Moment-of-Truth research, which is often used in satisfaction studies for human-centric services. 2. In the 1980s, the president of Scandinavian Airlines, Carlzon, proposed: On average, each customer interacts with five service personnel during their experience with the company's services; in the brief 15 seconds of each interaction, the impression of the entire company in the passenger's mind is determined. 3. Therefore, it is defined: Every point of contact with the customer is a critical moment, which is approached from three aspects of the personnel: A appearance, B behavior, and C communication. These three aspects are important factors affecting customer loyalty and satisfaction.