SALES PROMISE
DP- SELF EVALUATION
S.N. Sales Promise
Keep the facility pleasant
1 1.2 Facility check sheet utilized on daily basis (available)
and comfortable
2 Treat you as a valued Guest
Strive to fulfill your
3 purchase enquiry
requirements every time
Offer you a Test Drive & 4.2 Test Drive vehicles kept in working, neat & clean condition
Explain the product features 4.3 Test Drive offered to 100% Enquiries / prospects at Dealership
4
& benefits to your 4.4
satisfaction
Be transparent in all our
5
transactions with you
Ensure you are informed of
6 the delivery date well in
advance
Deliver your vehicle in
7.1
7 showroom condition, on the
promised date & time 7.2
Delight you with the delivery 8.1 visible
8
experience 8.2
Contact you for your
9
valuable feedback
10 Be 'with you hamesha'
Note : Please rate as "Y", only in case of complete compliance of the above said evaluation points. Otherwise, pl keep it blank.
Date
Signature
DP/CEO Name
Must Desired
Evaluation Points (32 Points) (4 Points)
Total Available % Available Total Available % Available
1.1 Housekeeping staff (available)
1.3 Facility daily checked by SSI champion
2.1 Security guard greets with 'Namaskaar' - visible
2.2 Valet parking service offered-visible
2.3 Valet parking driver - Greets with smile - visible
2.4 Receptionist/Hostess - Greets with smile - visible
2.5 SC/EE - Greets with smile - visible
2.6 SC/EE offers his/her business card - visible
3.1 Showroom display vehicles-neat, clean & in undamaged condition-visible
All customer details being captured on CDIF(Customer Data Inquiry Form) -
3.2
visible
3.3 Updation & follow-up on daily basis on enquiries/requests(DMS)
MRC(Mahindra Relationship Center) analytics report to be carefully
3.4
analyzed and corrective action to be taken same month
4.1 Availability of test drive vehicles for all models as per Capitalization Policy
"Ask for Test Drive" Banner displayed in Customer interaction Area &
Waiting Lounge.
4.5 Kiosk/Tabs being used for vehicle features demonstration
4.6 6 Step Demo' - visible
Signed copy of OTF(Order Taking Form) with complete transactional details
5.1
provided to customer
5.2 Ex-showroom Prices displayed on DID(Digital Information Display)/Board
5.3 Schemes displayed on DID/ Scheme Board
CPD(Customer Promise Date) / Tentative delivery date mentioned on OTF-
6.1
visible
Any deviation from the promised delivery date & time to be informed to the
6.2
customer
6.3 Adherence to every stage of (D-7) tracker relevant to delivery date
Trouble-free product for delivery, 100% sign-off with HO-TO (Handover -
Takeover) form between showroom & PDI team ensured
Dealership follows ceremonial delivery process for new vehicle deliveries-
visible
Availability & use of New Vehicle Ceremonial Delivery Bay as per CI Norms-
Quality of Capitalization & Neutralization efforts to create customer delight.
Monthly audit of (D-7): SM(100%), GM(50%), DP(20%)
Discipline of VDN(Vehicle Delivery Note) generation in DMS on the day of
9.1
delivery-visible
9.2 Monthly T2B (Top 2 Box) report to be analyzed & corrective actions taken
9.3 More than one day open concerns being reviewed by SM on daily basis
9.4 MNVH(My New Vehicle Handover) followed at the time of delivery-visible
10.1 Display of 24X7 helpline numbers in customer interaction area
10.2 Customer Assistance board displayed in customer interaction area
Business card & name badge available for all concerned role holders (as
10.3
per CI norms)
Date Date
Signature Signature
ASM(Name) RSM(Name)