In offering a seamless and convenient customer experience, Mercedes-Benz has introduced its fully-fledged “Retail of the Future” agency model in Malaysia.

As the 10th country and the first market in Southeast Asia, Mercedes-Benz Malaysia aims to transform the car buying experience for its customers, now offering ‘one best price’ for all models across its retail partners and Mercedes-Benz Store (online showroom).

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Having previously redesignated its dealers – such as Cycle & Carriage and Hap Seng Star – to retail partners, the new agency model allows customers to choose from a wide national stock, all at a ‘single, best price’ regardless of where they choose to purchase their next Mercedes-Benz.

Amanda Zhang, CEO and president of Mercedes-Benz Malaysia said, “This new approach brings a host of benefits from providing our customers the true luxury of time – a luxury that enables customers to interact with our brand on their terms, at their convenience. The agency model makes sure that it doesn’t matter if you're shopping online, visiting a physical store, or doing both, our customers are offered with the best price and the process is smooth and clear.”

At its simplest and most relatable point to customers, switching from a dealership to an agency model means that there will no longer be any difference in pricing between one Mercedes-Benz outlet and another.

Under the agency model, irrespective of which Mercedes-Benz outlet you go to, all retail partners will sell the same models with identical discounts and/or packages at a non-negotiable price. Note that cars delivered to Sabah and Sarawak will continue to carry additional charges.

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Mercedes-Benz's retail partners will maintain their pivotal role under the agency model as experts and brand ambassadors, offering customers a premium experience at their existing retail network.

Customers can also switch between the Mercedes-Benz Store and retail network to enjoy a range of services at Mercedes-Benz's retail partners including vehicle sales, flexible financing options, maintenance and repair services, genuine parts availability, and warranty support. This convenient accessibility ensures a holistic ownership experience for customers. 

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Bettina Plangger, Vice President of Sales & Marketing at Mercedes-Benz Malaysia added, “The agency model is a business operation that puts our customers at the heart of it. It's designed to match the changing ways our customers shop, while also empowering our Retail Partners with a more streamlined and efficient business approach. This model also helps us work towards giving our customers with the best possible experience.”