VENUE: T&E NITI MARG

24
th
JUNE 2014
GURUKUL FSM TRAINING
DELHI RETAIL REGION: DELHI
NORTH AND SOUTH SALES AREA

PARTICIPATING OUTLETS
S.N
O
NAME OF OUTLET Number Of
Participants
SALES AREA
1
R.D MOTORS,
2
DELHI NORTH
2
R.L BANSIWAL & SONS
2
DELHI NORTH
3
SERVICE CIRCLE
2
DELHI NORTH
4
SHREYANS AUTOMOBILES
2
DELHI NORTH
5
BHAGWATI FILLING STATION
2
DELHI NORTH
6
KAY SERVICE STATION
2
DELHI NORTH
Total Participants in Training Program: 12 FSMs.
FACULTY

Sandeep Swain, Sales Officer, Delhi East
D.Chiki, Manager, T&E Niti Marg
Richa Singh, Intern, Delhi North Sales Area
Shailja Punia, Intern, Delhi East Sales Area
SCHEDULE & DURATION
SCHEDULE OF SESSIONS
TOPICS DURATION
Role Of FSM In Understanding Consumer
Behavior
09.30 10.00
Role Of FSM In Petroleum Value Chain 10.00 10.15
Brief on FSM Behavior & Communication
With Customers
10.15 11.00
FSM Role Play Activity: Sharing Customer
Interactions & Learning Points
11.15 11.45
SOP Tool Kit & Video 11.45 12.45
Hands On Training On Oil Lube Machine & Its
Vitality On Forecourt
12.45 13.30
Awareness of FSM on High Selling lubricants 13.30 14.00
Lunch 14.00 15.00
In-situ Training : Final Quiz & Prize Session 15.00 18.00
APPROACH TO CONSUMER
BEHAVIOUR SESSION
TOPICS COVERED:
In the first session, understanding the consumer behavioral approach was rendered to the
FSMs in order to deal better with customers through understanding their need and psyche.
Importance of maintaining and following SOP guidelines and the value of providing
customers with standardized service.
Understanding various types of customer visiting retail outlet and providing a quick service
from ingress till egress.
Role play exercise : Dealing with frequent customer complaints and ways of handling them.
Motivation at work place and further motivating your fellow FSM session was carried out by
Mr. D. Chiki intensively.
Training the FSM about high selling lube products and utilizing the oil lube changing machine
as a tool to increase forecourt sales of Racer 4 and Racer 2 products by engaging customer
from the filling point itself and generating the idea supported by Lube campaigns
Teams of experienced and new joined FSMs were created and provided a selling task at lube
stall in order to sell the product to customer.
Quiz session testing the current knowledge gained and selling skills of FSM .








FSM SPOT QUIZ WITH IN DEPTH
SESSION
QUESTIONNAIRE FOR FSM (DELHI NORTH & DELHI SOUTH AREA)

DATE:- 24-06-2014
VENUE:- T & E, NITI MARG.


Q 1. What is the difference between CO
2
and DCP? And explain its use?
Q2. How to handle the customer if the fuel gauge of the vehicle does not
respond?
Q3. CLUB HP deliverables. Name any 4?
Q4. Range of petrol density and diesel density?
Q5. T.T decantation safety measures. State the Process?
Q6. Name 3 pre- requisites during fuelling the vehicles and addressing
customer?
Q7. Name 3 colors of HP logo?
Q8. Name any 5 HP lubricants?
Q9. Full form of S.O.P.
Q10. What is oil lube changing machine and how it works?




KNOW YOUR ROLE:MOTIVATION AT
WORKPLACE
IN-SITU TRAINING: SELLING LUBES
& UTILIZATION OF OIL LUBE
MACHINE
SPOT QUIZ: FSM RECOGNITION
QUIZ WINNERS OF FSM TRAINING
SESSION
Vijay Singh Rathod- 1
st
Prize- Bhagwati Filling Station, Delhi
South
Ram Kumar-2
nd
Prize- Kay Service Station, Delhi North
R.S Laxman-3
rd
Prize- Kay Service Station, Delhi North
ATTENDANCE OF 24
th
June FSM
TRAINING SESSION
CONCLUSION:
The training program ended with a positive note on making
the FSMs duty bound about various types of customers.
The training could successfully impart the benefits of cue
cards knowledge to be enhance by FSM for better
salesmanship and operations at RO.
The quiz could lead the FSMs on a more assertive path in
understanding their job requirements and role in a HPCL
retail outlet on a broader perspective.
THANKS !