Module 5 - Sales Operating Standards

SOS OVERVIEW
TDM Module 5
PRE-TEST
2
QUESTION 1
Which among the following is a customer from a

“Generated Source” ?
A. Customer walk-in after viewing TV/Newspaper Ad

B. Customer referred to us by his neighbour (NEXA
customer – SCross owner)
C. Test-Drive of Baleno offered by RM to upgrade from
old Wagon R
D. Customer enquiry from web-site over S-Cross
3
QUESTION 2
Who hands over the new car keys to the customer during
a showroom delivery?
A. The Relationship Manager himself

B. The General/Showroom Manager
C. The Valet
D. The customer himself picks the keys from the tray
4
QUESTION 3
Which is the third step of the vehicle demo process?
A. Rear
B. Interior
C. Seat
D. Safety
5
QUESTION 4
Which of the following is the way to demonstrate our

Product?
A. Static demonstration + Test-Drive

B. Static demonstration + Test drive + Digital
demonstration
C. Test Drive + Digital demonstration
D. Digital Demonstration only
6
QUESTION 5
The correct sequence for vehicle demonstration is
A. Front, interior, rear, safety, seat, technology

B. Front, interior, rear, safety, technology
C. Front, interior, rear, seat, technology
D. Front, interior, rear, seat, safety, technology
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QUESTION 6
Once in the showroom, within what time should the

customer be attended?
A. Within 30 seconds from showroom entry

B. Within 60 seconds (1 min) from showroom entry
C. Within 5 minutes from showroom entry
D. As an when Customer approached the Floor Manager
8
QUESTION 7
At NEXA, our endeavour is to sell accessories at
A. Point of vehicle sale

B. Point of vehicle delivery
C. Point of vehicle booking
D. Point of service delivery
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QUESTION 8
When would you present your Visiting Card?
A. At the time of delivery

B. During the test-drive
C. When customer gives his/her card
D. At first interaction at discussion area
10
QUESTION 9
What are the documents you would take for booking?
A. Booking Amount
B. Booking Amount + PAN Card
C. Booking Amount + PAN Card + Photo ID Proof
D. Booking Amount + PAN Card + Photo ID Proof +
Address Proof
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QUESTION 10
Which of the following is not a valid address proof?
A. PAN Card
B. Aadhar Card
C. Ration Card
D. Passport
12
QUESTION 11
Which of the following is a valid ID proof?
A. Company I-Card with authorised signatory

B. Voter I-Card
C. Photo Master Card (Credit)
D. Visa debit card
13
QUESTION 12
Which of the following sources shall generate maximum

sales leads?
A. Web Enquires
B. Dealership In-House Sales Data
C. Govt. Employees
D. Corporate relationship
14
QUESTION 13
Who is the first person the customer interacts with at the

showroom?
A. Showroom Manager (SM)

B. Relationship Manager (RM)
C. Senior Relationship Manager (SRM)
D. Floor Manager (FLM)
15
QUESTION 14
At which stage will you assess the needs of the

customer?
A. Before Static Demo

B. After Static Demo but before Test-Drive
C. After Test-Drive
D. None of the above
16
QUESTION15
At NEXA showrooms, delivery of vehicle takes place from
A. Inside the showroom

B. Outside the showroom
C. At the workshop
D. From accessory counter
17
QUESTION 16
Who informs the stockyard In-Charge to release the

vehicle with necessary documents?
A. Relationship Manager
B. Showroom Manager
C. Senior Relationship Manager
D. Delivery Coordinator
18
QUESTION 17
Road-Test and Performance check are to be conducted

by…
B. Pre-Delivery Inspection (PDI) Manager
19
QUESTION 18
Which of the following isn’t a finance document

requirement when selling to a salaried individual?
A. Form 16 of past 2 years

B. Bank Statement (last 6 months)
C. ID and Address proof
D. None of the Above
20
QUESTION 19
What would be the most appropriate thing to do if a

customer visits the showroom and the test drive vehicle
in not available?
A. Check with the customer and fix a date for a test drive
at his home
B. Send the customer to the GM
C. Ask the customer to visit the showroom the next day
D. Offer him a test drive on a similar engine car
21
QUESTION 20

requirement when selling to a company/ partnership?
A. Profit & Loss Statement

B. Partner Deed/ Registration
C. Address Proof of User
D. Company PAN Card
22
PRE TEST SOLUTION
1 C 11 B
2 B 12 B
3 A 13 D
4 B 14 A
5 D 15 A
6 A 16 D
7 A 17 B
8 D 18 D
9 D 19 A
10 A 20 C
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SESSIONS AND FLOW
Session 1: NEXA SOS – Sourcing

Pre-Sales
Post Booking
Delivery
Follow-up
Session 2: Frequently Asked Questions (FAQs)
Session 3: Post Test
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NEXA SOS
1
25
SOS OVERVIEW
Session Objectives
• Sourcing customers
• Pre-Sales Process (Pre-Booking)
• Sales Process (Post Booking)
• Delivery Process
• Customer Interaction & Follow-up
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Sourcing Pre-Sales Post-Booking Delivery Follow-Up
TYPES OF ENQUIRIES
Customer approaches… Customer is approached…
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TYPES OF ENQUIRIES
• Refers to customer who are • When we scope for potential customers,

already considering a purchase. generate interest and initiate an
• The interest and intent has interaction with a possibility of sales, we
already been established. The are said to have generated the sale.
customer could then connect by • What follows post the customer reaching
any means – Telephone/website the dealership is the same as a walk-in
or simply walk-in to our (natural)
dealership. • Having known the customer and his case
• A customer approaching us as a previously we have an advantage while
result of someone’s handling the customer
recommendation is also a Natural • Generated Sources are more dependable
source and trends can be established over the
• Natural sources aren’t very same.
dependable as a lot of factors • There are several sources through which
effect walk-ins. E.g. – Holiday. sales can be generated.
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SALES SCENARIO - ACTIVITY
Insurance: Mention a few Insurance

companies. Life/ General. What are the
various means with which they approach
you for sales
Instructions for the activity

• Enact the scenario
• List the responses
Do we sell cars with the same spirit at our dealerships?
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ACTIVITIES TO GENERATE SALES
1) How many emails do you think should you send in a week? What is the
conversion ratio of emails?
2) How many customers does your dealership record as referral, that we have
asked for?
3) How many events does your dealership do in a month? What has been the
conversion ratio ?
4) Mention the top 5 corporate customers that you have? Mention the last
corporate that you have had a positive response from? Do you have a list of all
corporates in your city?
5) Who is managing the workshop? How does aging vehicle reports reach you?
How do you take stalk of aging/ accidental Hyundai/Honda/Ford vehicles?
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ACTIVITIES TO GENERATE SALES
6) When was the last paper-ad/ flier by Nexa? How many walk-ins were generated?
7) How many customers do you generate monthly from True Value?
8) Do you have customers who have given references for Baleno/ SCross?
9) Who are your financiers from HDFC/Axis/ ICICI and SBI? What help can you get from
your financier selling NEXA cars?
10) What does your Tele-marketing tell the customer on the phone. What has been the
conversion ratio of customers sourced from Tele-marketing?
DO WE LOOK AT ALL OF THESE ACTVITIES IN AN

ORDINATE AND FOCUSSED MANNER?
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PROPOSED ACTIVITY TO GENERATE SALES
1. Dealership In-House Sales Data

• Monthly Scheme Mailers
• SMS Campaigns
• Referral programs for existing customers
2. Retail Finance – Leveraging the Strength of PSU/ Private Banks

• Joint e-mailers to account holders
• Monthly SMS campaigns for product information
• Car loan centers @ captive locations
• 4-5 years old existing customer data base – upgrade/exchange campaign
3. BTL Activities
• Meets for specific Corporate
• RWA events in tie-up with Service and Exchange
• Celebration weeks for focus models
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4. Corporate relationship
• Monthly visit to top 100 Corporate
• Monthly e-mailer to corporate database
• CIC updation of Corporate and Collation of Car Policies
• Joint promotion of select bank for tapping salary account holders
• Test-Drives, display and service camps in targeted Corporate - focus
models
5. Government Employees
• Dept. wise mapping and coverage of top 25 dept.s per month
• Customer meets @ dealership
• High decibel events in select market centers
6. Professionals – Teachers/Professors/ Doctors/ Lawyers

• Tapping of bar associations/ institutional bodies
• Organizing meets for influencers
• Advertisement in monthly/ quarterly new letters/ journals
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7. Service / Workshop
• Tapping of 5 year old customer database for exchange
• Evaluation of 3 year old customers & creating awareness about new
product features
• Targeted interaction with customer for promotion of new models
• Attach new car leaflets with every bill of Service/Body shop
8. True Value
• Tapping of >5 year old customer database – Tele calling & promotion of
schemes
• Focused campaign for tapping existing customers
9.Insurance
• Tapping of >5 year old customer database – Tele calling
10. Banker Meets

• Plan meets / rapport building exercise with bankers on regular basis
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Dealership In-house Sales Data Professionals – Teachers/ Doctors
Retail Finance, PSU/ Private Banks Service / Workshop
BTL Activities True Value
Corporate relationship Insurance
Government Employees Banker Meets
WE MUST PERFORM ALL OF THESE ACTIVITIES IN AN

ORDINATE AND FOCUSSED MANNER!!
35
ACTIVITY - ROLEPLAY
TDM to assign the following roles to RMs

and carry out role-plays
Case 1
• Customer (Lead from Service)
• RM
Case 2
• Customer (Govt. Employee)
• RM
Case 3
• Customer (Lead from True Value)
• RM
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ACTIVITY - ROLEPLAY
Case 1 Lead from Service

Customer Mr. Vivek Agnihotri is has a 6 year old Wagon R. It is undergoing major
repairs over an accident that he had recently. Thankfully Mr. Agnihotri wan’t hurt but
the car has suffered a lot of damages. Your look at the vehicle and inform Mr.
Agnihotri about the Baleno. Attend to Mr. Agnihotri as a walk-in you have generated
through Service.
Case 2 Govt. Employee

Mr. Sambhit Munshi works as a coordinator at NCERT, under the ministry of
education. He has recently got a promotion along with most of his dept. people.
Attend to Mr. Munshi at his house (home-visit) and inform him about the Baleno. Mr
Munshi already owns a 4 year old Alto-800, which his wife also drives occasionally.
Case 3 Lead from True Value

Mr. Akash Vardhan has a 5 year own Swift. He was looking to buy a diesel sedan, but
got to know of SCross. He has visited the True Value dealership looking for best price
for his Swift and considering SCross as exchange. His demand on Swift is slightly
high, but he is willing to consider and immediate exchange.
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PRE SALES PROCESS
ONCE GENERATED, THE CUSTOMER VISITS

US AT THE DEALERSHIP. LETS NOW SEE
THE INTENDED NEXA EXPERIENCE FOR THE
CUSTOMER
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Customer easily located the NEXA showroom
This is our NEXA Customer locating the NEXA showroom.

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Customer approaches the driveway of the showroom
• Spic and span

• Mild Music playing
• Product is the only colored object
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CUSTOMER DRIVES THROUGH
• The idea is not to look lavish and showy or sparkling.

• The showroom, the representation, the RM, the vehicle, the NEXA service and
the NEXA experience in are a class apart.
• The NEXA experience is not noise. It is beauty, silently sophisticated.
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• Premium valet services
• Uniformed staff
• When 1 valet is occupied , the next staff takes over valet counter
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• Showroom entry opens into premium lounge
• Reception desk is prominently visible with Floor Manager
The showroom is divided

into different sections –
• The lobby area that is
open and wide spaced.
It has the welcome
desk for Reception
manned by the Floor
Manager
• The customer service
waiting lounge area,
• Meeting room (for
general meetings as
well as when the
customer wants
privacy to discuss).
43
• Customer is greeted by the Floor manager (FLM)
• FLM intimates the Pantry Boy and Relationship Manger to come to the
lounge area
• FLM escorts the customer to the lounge
44
• Water is served by the pantry boy to the customer
• Floor Manager introduces the RM and the customer
• RM to Smile & Greet the customer (RM must for sure carry the Tab)
• Floor Manager excuses herself and returns to the Welcome Desk
• RM hands over visiting card to the customer
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This is where the Prospect management process of Pre-Sales process
starts off.
Remember that this customer knows what he wants and is tech savvy so we
must adapt our conversation to the information the customer is looking for.
It is important to understand
that we start with the prospect
generation process of Pre
sales stage.
This is the first step of the
process and starts right when a
prospect visits a NEXA
showroom.
46
• RM to offer water and menu with choice of beverage/ refreshments
• RM to use this time to update tab with customer details
• RM to find out what the customer hopes to accomplish during his visit
• RM must understand the customer’s needs and the type of use of vehicle
• Discussion with the customer takes
place w.r.t. the vehicle, its variants,
competition, etc.
• Diplomacy and tact has to be used.
• The RM is not going to force the

customer into anything,
• the smartest way to go deeper into a conversation is to ask open-ended

questions regarding the customer’s professional and personal background,
including likes and dislikes.
• This will help the RM arrive at a fair conclusion using the elimination method,
and get closer to the customer’s tastes.
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Mantra to treating Customers right
• Treat the customer like God
• Listen and not just hear
• Work at the customer’s pace
• Never push the customer no matter how hard
pressing is your time or target
Advantage in showroom interaction:

• Personal interaction
• Touch & Feel of product and
accessories
• Direct NEXA experience
48
ACTIVITY - ROLEPLAY

Case 1
• Customer
• Floor Manager
• RM
Case 2
• Customer
• Floor Manager
• RM
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CAPTURE AN ENQUIRY
Generating an Enquiry
Prospect Data Capture Car Configurator

During different stages of interaction with the When you are with Customer always use “Car
customer use “Prospect Data Capture” to Configurator”. This would help you mark the
update Address, Preferences, Customer preferences of the customer for the car, its
Profile, test drive & Exchange details colour , accessories etc.
50
• Check for existing customer/ enquiries
51
• If customer is found, navigate to see the latest enquiry made along
with corresponding Quotation given to the customer
• You can now seamlessly continue where the previous RM had left
52
ACTIVITY - ROLEPLAY

Case 1
• Customer (upgrading from Wagon R)
• RM
Case 2
• Customer (additional to Honda City)
• RM
53
PROSPECT DATA CAPTURE
Initial mandatory fields input on Tab:
• Name
• Contact number
• Product choice
Check if the
customer has been
attended
previously by
another RM.
Inform the RM and
Sr. RM about the
same.
54
EXCEPTIONS HANDLING
• Check Customer Data Repository on Tab for prospective customer
• Back-up RM will take over in absence of Main RM. Customer to be

attended to, on business as usual basis
• RM will politely ask for mobile number

and check the same in TAB through
Customer Data Repository. The entire
data which was been captured by
previous RM will be displayed in car
Configurator and he can guide him
with his queries as well as complete
any remaining formalities on behalf of
RM.
• Even the said repository will be used

to check which beverage preference
he should ask from the customer.
55
Select Model
(Default) from
“Product
Choice”
56
• RM asks the customer about the product he’s interested in and proposes to
demonstrate the car to the customer
• Personal
interaction, touch
and feel of the
product and
accessories, and
most importantly the
NEXA experience –
are what is your
biggest advantage in
a showroom
interaction
57
HOW DO YOU DEMONSTRATE OUR PRODUCT?
• Digital Demonstration
• Static Demonstration
• Test Drive
58
Always seek customer permission for EVERYTHING!
Static Demonstration:
• First
• Interior
• Rear
• Seat
• Safety
• Technology
• Customize your
demonstration as per
customer need
• Explain product
Observe:
• Family participation
• Their decision counts!
59
ACTIVITY - ROLEPLAY

Case 1
• Customer (for Baleno)
• RM
Case 2
• Customer (for SCross)
• RM
60
Use Market Intelligence section to elaborate on
• Features in different variants
• Customer queries over competition
61
ACTIVITY - ROLEPLAY

Case 1
• Customer (i20, Jazz Vs Baleno)
• RM
Case 2
• Customer (Ecosport, Creta Vs SCross)
• RM
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PRODUCT EXPERIENCE
If Test drive @ Showroom:
BEFORE Test Drive:

• View Customer Driving license in original
• Take photograph
• Ensure clean vehicle
• Switch ON AC
If Driving License is missing :

• Offer Home Test Drive
DURING Test Drive:

• Involve family
• Discuss technology
63
• Post Test drive, settle in customer
• Offer water, tea/coffee
• Update tab with customer information
64
• Capture the feedback for Test-Drive
Update all the

customer related
information on to
the tab, that you
have collected
through the test
drive journey.
65
Opportunity:
• Seating in lounge - Direct display of Apple LED

• Use mirror facility for showing Genuine NEXA Accessories on screen
Accessories to be sold at point of vehicle sale & not vehicle delivery
66
Accessorise
your car
Smart Choice
Exterior
Interior
Infotainment
Lifestyle
Safety
RM can show 360 Degree Interior after selecting Package (All the
Accessories will be loaded as per package and will be shown)
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Opportunity:
• Discuss Exchange
• Insurance
• Extended Warranty
• Discuss My NEXA
• Discuss Finance
RM will share the final quotation, and take this opportunity to offer for loan
facility. You may want to take this opportunity to offer loan facilities, by
stating “We have some very attractive schemes being offered in case you
wish to avail a loan”
Suggest for a booking amount of Rs. 11000/-, with the balance formalities to
be completed depending on the customer’s decision to take a loan or not.
68
EXCHANGE
RM to be single point of contact to the customer
• Evaluation by evaluator
• RM to understand pricing
• RM to discuss and finalize pricing with customer
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Insurance calculation
Based on
• model and variant
• coverage of insurance
• Comprehensive or
• Comprehensive with Zero
Depreciation
For complete peace of mind always suggest a comprehensive Insurance with

Zero Depreciation. Zero dep policy more than justifies its high price over a
regular policy in the event of damage to the vehicle.
70
Insurance
Step 1: Select Policy type “Comprehensive” or
“Comprehensive with Zero Depreciation”
Step 2 (optional): If Customer likes to add
Accessories also in Insurance then enter
Accessories amount in “Electrical and Non
Electrical”
Step 3 (optional): Select % of No Claim Bonus in
Previous Policy
Step 4: Select type of Vehicle Registration
“Commercial” or “Private”
Step 5: Click “Submit” button
Step 6: Tap on (Star Button) to select Accessories
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Extended Warranty
coverage
Based on
• Duration
• Model ( Baleno/ SCross)
• Variant (Sigma// Delta/
Zeta/Alpha)
RM must explain the extended warranty and convince the customer on buying
as it ensures protection of their priced possession . An extended warranty also
attracts higher resale value.
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Loyalty Card
option
This includes
• Selection of Card
• My Nexa
• HDFC
• Showcase of
points acquired
73
Generating a Wishlist
Wishlist simply means that every time customer selects items under Accessories,
Insurance, Extended warranty and Loyalty card etc, selected items will be added
to final quotation list
74
Finance & EMI
calculation
While many opt for

higher EMI and low
down-payment, the
converse is equally a
preferred way of
payout. Offer both
choices to the customer
As per the preference of the customer, offer a finance solution. Let

customer pick up the EMI/ down-payment that is convenient to him
75
Generating a customised price Quote
Quote can be
emailed or printed
76
ONCE CUSTOMER HAS GIVEN HIS WRITTEN
CONSENT ON THE QUOTATION FILL A
BOOKING REQUISITION FORM FOR HIM
77
LETS FILL THE BOOKING
REQUISITION FORM
Booking Formalities:
• Complete documentation
process
• Fill Booking requisition form
• Generate booking confirmation
receipt
• Customer to sign 2 receipts
o Customer copy
o Dealer copy
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BOOKING REQUISITION FORM
Filling the Booking Requisition Form – Activity
Dealership Name XYZ Corp. Waiting Period NA
City New Delhi Tentative Delivery 1 week from todays date

Date
Booking Date Today’s Date
Quotation No. 999
Relationship Manager Mr. Atul Khanna
Name
Enquiry Number 888
Address 123, Pocket A, Suncity
Enquiry Date Yesterday’s Date Enclave, New Delhi
Enquiry Date Yesterday’s Date
Customer Name Mr. Karan Kumar
PAN No. ABCDE1234F
Father/Husband Dr. Dinesh Kumar
Name MSPIN 654321
Mobile Number 9876543210
Model S-CROSS
Alternate Number O11 33387610
Variant DDiS 200 Alpha
Email ID KK@email.com
Color Premium Silver
PAN Number ABCDE1234F
79
Correctly Filled up Booking
Requisition Form
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Filling the Booking Requisition Form – Activity
Dealership Name LMN Ltd. Waiting Period 1 month
City New Delhi Tentative Delivery 1 month from todays date

Date
Quotation No. 666
Relationship Manager Mr. Sunil Singh
Name
Enquiry Number 555
Address 123, Pocket A, Suncity
Enquiry Date Yesterday’s Date Enclave, New Delhi
Enquiry Date Yesterday’s Date
Customer Name Mr. Krishan Kumar
PAN No. ABCDE1234F
Father/Husband Mr. Umesh Kumar
Name MSPIN 987654
Mobile Number 7503647582
Model Baleno
Alternate Number O11 22298468
Variant Alpha (Diesel)
Email ID Krish@email.com
Color Granite Grey
PAN Number AFMPK1234K
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Correctly Filled up Booking
Requisition Form
82
• Ensure correct waiting period is mentioned on the BRF
• Take a copy of the BRF and take customer signatures on both
• Handover the copy to the customer along with Booking
Confirmation Receipt (Generated from system after
confirmation of booking)
• Handover payment receipt to the customer
• Collect Customer’s PAN card copy/ any self attested photo ID
proof
• Inform customer about documents for finance and registration
83
BOOKING TO DELIVERY
84
PREPARATION FOR DELIVERY
RM decides date and time of delivery with customer
RM checks for any pendency from the customer and
(RM checks the availability of the requested time-
informs the customer. He informs customer about
slot and suggests a different time slot incase of non-
Insurance process call
availability)
Accounts executive prepares Invoice and Insurance. RM informs QM, GM, Finance Manager and Admin
Finance Manager updates in the system Manager ( All Managers informs their respective team
members)
RTO coordinator applies for registration. Admin AM updates the system about vehicle availability and
Manager updates the status in the system arranges for accessories fitment by DC as per the
Booking Confirmation Receipt by EOD
PDI in-charge ensures that proper PDI, road test Delivery coordinator (DC) informs stockyard in-charge
and performance check of the vehicle is done for release of vehicle with necessary documents
Vehicle is sent to show room and forwarded to

washing for ensuring cleanliness of the vehicle. DC
informs Admin Manager
85
DELIVERY PROCESS
86
DELIVERY PROCESS
When the delivery of the car is to take place, the same is done from within
the showroom.
• This has 2 purposes – One is to deliver in a cool and smart environment

instead of on the road, which is otherwise, the general practice.
• The second being to allow glimpse of happiness on delivery, to other
customers. This sense of elation is something that every customer, new
or repeat, potential or otherwise, can easily relate to.
The delivery of the car takes place with a box of Ferrero Rocher and a
bouquet of flowers.
87
DELIVERY PROCESS – SCENARIO 1 (1730 HRS DELIVERY TIME)
10:00 AM :RM checks system and calls customer 2:00 PM :RM collates all customer documents from
and reconfirms time of customer's arrival. Checks various departments
with customer for requirement of pick up
3:00 PM : RM checks car and other deliverables to 2:00 PM :Admin Manager ensures availability of sweet
be given to customer box ,bouquet and driver for customer pick up
5:00 PM :On customer's arrival, RM welcomes the 4:00 PM : Car is parked in the delivery area and covered
customer and his family again
5:25 PM :Take customer to the delivery are and do 5:05 PM :Makes them comfortable and offers
explanation of car’s key features using the Delivery refreshments. explain documents to customer
Checklist
5:50 PM: Present a bouquet and a chocolate box 5:45 PM :Handover the workshop address, phone
and get the customer photographed with his/her number & details of working hours to the customer
vehicle
5:55 PM :GM meets the customer , thanks him for

association with NEXA, handover his visiting card and
car keys to the customer
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DELIVERY PROCESS - SCENARIO 2 (HOME DELIVERY)
10:00 AM :RM checks system and calls customer 12:00 PM :RM checks car and informs the concerned
and reconfirms time of home delivery department to rectify issues if any
2:00 PM collects all documents and deliverables to

be given to customer 2:00 PM: Admin Manager ensures availability of sweet
box, bouquet
2:45 PM : After final inspection, gate pass of vehicle 3:00 PM : RM leaves for customer's place to reach
is issued & punched and vehicle is released from before 4.45 PM
showroom
5:00 PM: Confirms his arrival to customer and 4:45 PM : Arrives at customer's house and cleans the
greets customer and his family car and make it ready for delivery
5:05 PM: Show car to customer and explain 5:20 PM :Do explanation of car features with the help of
documents to customer delivery checklist
5:50 PM: Present car keys, bouquet and chocolate 5:40 PM :Handover the workshop address, phone
box and get the customer photographed with his/her number & details of working hours to the customer
vehicle
5:55 PM : RM confirms delivery of car to the GM and

GM calls the customer to thank him
89
The RM who looks after the end to end process congratulates the
new owners of the premium vehicle.
90
This view which is a perfect happy ending can be viewed by other customers visiting the
showroom as well. This not only gives a positive vibration but also a feel good factor in
terms of potential customer being able to relate to this happy ending.
91
FOLLOW-UP IS AN INTEGRAL
COMPONENT OF SALES AND
CUSTOMER RELATIONSHIP
BUILDING
THERE ARE THREE STAGES

DURING WHICH WE DO FOLLOW-
UP
92
CUSTOMER INTERACTION & FOLLOW-UP
Customer communication should be done at three different stages
Required to enable sales through those who

Enquiry have shown interest in the product. Higher
conversion ratio here will mean more sales
Follow-up
Required to keep the customer excited and keep
Post-Booking a check on competition throughout the waiting
period. It is most critical in case of vehicles with
Follow-up long waiting period
Post-Delivery Marks the extension of the NEXA experience

over the entire ownership period of the vehicle.
Follow-up This shall yield references from satisfied
customers
93
ENQUIRY FOLLOW-UP
Enquiries generate sales that ultimately result in revenue for the

Importance company. At this level the dilution is high. A good follow-up would help
achieve higher conversion from enquiry to booking.
Generate maximum enquiries and ensure each one is followed up

RM as committed to the customer. RMs must regularly check for pending
Responsibility follow-ups and ensure each one is made at the right time and with
the relevant information. RMs must prepare for each follow-up.
Each and every enquiry must be captured on the iPad.

What’s to be Follow-ups must have complete visibility by Sr. Rm & SM
done Every enquiry must have a proper follow-up date
Follow-ups for the day need to be checked for in the morning
Follow-ups must be reassigned in case of RM unavailability
While we must always ask for a preferred time to call-back and follow-
up with the customer, an Enquiry follow-up should be maintained at an
Frequency interval of 3-4 days. We must proactively suggest the follow-up
date and time and quickly offer options if the customer has a challenge
94
ENQUIRY FOLLOW-UP
95
POST BOOKING FOLLOW-UP
This follow-up is towards maintaining a booking so that the
potential sale turns into sales. While the customer anxiously awaits
Importance his vehicle, he is prone to considering competition and cancel out
his existing booking
Regularly follow-up with the customer and update them about the
RM status of their vehicle. Also reiterate the USPs of the product and
Responsibility counter competition pro-actively. RM must highlight the popularity of
the vehicle and it being worthy of the waiting time. Appreciate the
customer for his patience
Post booking confirmation call maintain a regular follow-up with the
What’s to be customer and call-back at a preferred time as opted by the customer
done Keep the conversation minimal and to the point. Inform the customer
about the vehicle status vis-a-vis the current queue maintained by
the dealership.
A booking follow-up call should be made every 10-15 days. This will
ensure that the customer doesn’t feel neglected, the customer stays
Frequency interested and keeps anticipating his vehicle delivery and we can keep
a check on the competition that might have approached the customer
96
POST BOOKING FOLLOW-UP
97
POST DELIVERY FOLLOW-UP
This follow-up is towards letting the customer know that his NEXA
experience is beyond the purchase of his vehicle. It continues over
Importance the entire ownership period of his vehicle. Good post-delivery
follow-up shall win us referrals.
RM must ensure that all the customers are completely satisfied over
RM
the buying and ownership experience through NEXA. RM must convey
Responsibility
strongly the fact that the NEXA experience goes beyond sales and we
are here for the customer throughout.
Call back the customer at 3-days post delivery

What’s to be Ask for any issues faced, Solve customer grievances
done Maintain 0 complaints
Appreciate the customer for being with us.
Ask for referrals.
Once every 3-4 months

Keep in regular touch with the customer for referrals and other
Frequency opportunities like service, accessories, insurance, and redemption of
points on NEXA card.
98
CALLING THE CUSTOMER
Prepare for the call. Keep in
1 mind the expected customer
objections
2 Warm and
enthusiastic greet to
7
initiate the call
Call-back the customer
at the preferred time
3 Politely ask if the

customer has the
time or would like a
Ask for call-back later
preferred call-
6
back time 4
5 Answer query / Establish the
schedule call-back if purpose of the call.
information requested
in unavailable
99
CALLING THE CUSTOMER
• Customer calls into the showroom

• Tele-Caller greets the customer in warm and enthusiastic manner
• Politely asks for customer name and phone no.
• Establish purpose of call and attend to the customer’s requirement
• If more information is required then find out preferred time to call-back the
customer and pass the customer’s coordinates to the respective RM/ Sr. RM
• Politely ask the customer if he’d like a Relationship Manager to call back
• If customer agrees then find out preferred time to contact the customer and
transfer the prospect details to the Relationship Manager
• Relationship Manager to call the customer at the customer’s preferred time
with required details
10
0
THE NEXA SOS
VDO 1 - SOS
Play the video from the folder
• VDO 1 - SOS
10
1
FREQUENTLY
ASKED QUESTIONS
(FAQS)
2
10
2
FAQS
 What is NEXA?
• NEXA is a New Exclusive Retail Experience. It is an independent
channel, that retails premium vehicles from Maruti Suzuki and provides
a premium brand experience to the affluent urban middle class. It is
aimed at experienced car buyers, who are digitally savvy, and are
looking for a premium badge value from their cars
 How is NEXA different from Maruti Suzuki?

• Maruti Suzuki’s core strength is in the mass segment (of private
passenger cars). NEXA takes Maruti Suzuki beyond the mass segment
to become a serious option in the premium segment, driving the next
level of growth in one of the fastest growing segments of the Indian
automotive industry
10
3
FAQS
 Why is there such a long waiting period for Baleno?

• Baleno is a Global car, manufactured in India and exported the world
over
• The response for the Baleno has been overwhelming and much more
than our initial expectation
• Baleno is a premium hatchback and with advanced features like Smart-
Play Infotainment System, Daytime Running Lights, Projector
Headlamps ABS, EBD and airbags from base variant offers incredible
value
• Considering the value Baleno offers, customers patiently maintain a
queue
• Even while we have maximised production, as of now there is a waiting
of 6-7 months on the Baleno
10
4
FAQS
 I am a Maruti user for last 10 years. I would like to get the

Baleno diesel at the earliest. Hyundai is giving same-day
delivery of Elite i20 and same for Honda Jazz.
• Mr/ Ms _____ we highly appreciate your association with us.
• Baleno is a Global car, manufactured in India and exported the world
over. The response for the Baleno has been overwhelming and much
more than our initial expectation
• Baleno is a premium hatchback and with advanced features like Smart-
Play Infotainment System, Daytime Running Lights, Projector
Headlamps ABS, EBD and airbags from base variant offers incredible
value. Even while we have maximised production, Baleno maintains a
waiting period of 6-7 months
• There are many customers who’re already in queue and patiently
waiting for their delivery. I’m sure you’d understand that it would be
unfair for us to give you an out of turn delivery. Even if you would have
been in their situation you would not have appreciated the same
10
5
FAQS
 Instead of the booking amount, I want to pay the entire amount

right now. You can deliver the car when it comes to you.
• Mr. / Ms ________ As a process we can only accept the booking
amount as of now and as the vehicle gets indented at a later date, say
5-6 months from now the price applicable would be that at the time of
delivery. This is the case with all products that have a waiting period to
negate any chance of price revision that might occur during the waiting
period. I’m afraid we cannot help you in this regard
 Why no exchange bonus in NEXA?
• Mr/ Mr _______ NEXA products offer incredible value with advanced
features like Voice commands, Car-Play, GPRS less navigation,
Projector Headlamps, ABS, EBD and airbags from base variant,.
• Our competition comes out with offers and discounts in order to attract
them to their brand.
• Let me show you the Baleno. I’m sure you will be able to appreciate
what all our customers have liked when we go for a test-drive.
10
6
FAQS
 No discount on Baleno but I have some offers given by

Chevrolet/ Fiat, Honda.
• Mr/ Mr _______ Baleno is a Global car being sold in over 100 countries.
Though Suzuki is from Japan, Baleno is being made in India and driven
in Japan.
• Baleno has advanced features like Voice commands, Car-Play, GPRS
less navigation, DRLs, Projector Headlamps, ABS, EBD and airbags
from base variant, offers incredible value.
• It maintains a customer queue for over 6-7 month
• Customers wait patiently only after finding Baleno superior to its
competition.
• As customers queue up for the Baleno, our competition comes out with
offers and discounts in order to attract them to their brand
• Let me show you the Baleno. I’m sure you will be able to appreciate
what all our customers have liked when we go for a test-drive.
10
7
FAQS
 What is MCP?
• Maintenance Cost Protect is a fantastic way to eliminate the worry of
service costs incurred during the ownership of the vehicle
• Depending on the plan you could cover costs for Labour, Parts and
Consumables and special privileges and service offers.
• MCP has the following benefits
• Cost saving – Lower overall price of service than if paid at each
service. Also shields the customer over price revisions on labour/parts
etc.
• Periodic checks – Regulates and maintains schedule for timely service
that ensures vehicle durability and proper running without any faults
• Transparent pricing - Online viewing of service and charges
• Peace of mind – Stay relaxed without worrying about vehicle
10
8
FAQS
 What is the advantage of Zero Dep insurance policy?

• There are only two types of vehicle insurance policies
 Comprehensive Insurance – This policy covers all major components like
the engine, transmission, mechanicals, frame, body and wind-screen. Some
parts are covered partially like bumpers, plastics, headlamps, rubber parts
and consumables. In the case of collision and major damages the cost can
be high to repair the vehicle.
 Comprehensive with Zero Dep insurance – This policy covers the vehicle
completely. You are liable for getting compete set of repairs, replacement
parts and associated labour to restore the vehicle back to as it was. Only
processing fee is charged when the insurance is claimed.
• It is always advisable to buy the Zero Dep insurance to pay a little extra
initially and drive with complete peace of mind thereafter
10
9
FAQS
 What are terms and conditions of Extended Warranty

• Customers can purchase an extended warranty which further protects
their vehicle for an additional 2 years i.e. 3rd and 4th year.
• The warranty covers different components in different formats i.e.
• All repairs/ replacement of engine components & transmission
components
• 50% on A/C and Exhaust
110
POST TEST
3
111
QUESTION 1
Which among the following is a customer from a

“Generated Source” ?
A. Customer walk-in after viewing TV/Newspaper Ad

B. Customer referred to us by his neighbour (NEXA
customer – SCross owner)
C. Test-Drive of Baleno offered by RM to upgrade from
old Wagon R
D. Customer enquiry from web-site over S-Cross
112
QUESTION 2
Who hands over the new car keys to the customer during
a showroom delivery?
A. The Relationship Manager himself

B. The General/Showroom Manager
C. The Valet
D. The customer himself picks the keys from the tray
113
QUESTION 3
Which is the third step of the vehicle demo process?
A. Rear
B. Interior
C. Seat
D. Safety
114
QUESTION 4
Which of the following is the way to demonstrate our

Product?
A. Static demonstration + Test-Drive

B. Static demonstration + Test drive + Digital
demonstration
C. Test Drive + Digital demonstration
D. Digital Demonstration only
115
QUESTION 5
The correct sequence for vehicle demonstration is
A. Front, interior, rear, safety, seat, technology

B. Front, interior, rear, safety, technology
C. Front, interior, rear, seat, technology
D. Front, interior, rear, seat, safety, technology
116
QUESTION 6
Once in the showroom, within what time should the

customer be attended?
A. Within 30 seconds from showroom entry

B. Within 60 seconds (1 min) from showroom entry
C. Within 5 minutes from showroom entry
D. As an when Customer approached the Floor Manager
117
QUESTION 7
At NEXA, our endeavour is to sell accessories at
A. Point of vehicle sale

B. Point of vehicle delivery
C. Point of vehicle booking
D. Point of service delivery
118
QUESTION 8
When would you present your Visiting Card?
A. At the time of delivery

B. During the test-drive
C. When customer gives his/her card
D. At first interaction at discussion area
119
QUESTION 9
What are the documents you would take for booking?
A. Booking Amount
B. Booking Amount + PAN Card
C. Booking Amount + PAN Card + Photo ID Proof
D. Booking Amount + PAN Card + Photo ID Proof +
Address Proof
12
0
QUESTION 10
Which of the following is not a valid address proof?
A. PAN Card
B. Aadhar Card
C. Ration Card
D. Passport
12
1
QUESTION 11
Which of the following is a valid ID proof?
A. Company I-Card with authorised signatory

B. Voter I-Card
C. Photo Master Card (Credit)
D. Visa debit card
12
2
QUESTION 12
Which of the following sources shall generate maximum

sales leads?
A. Web Enquires
B. Dealership In-House Sales Data
C. Govt. Employees
D. Corporate relationship
12
3
QUESTION 13
Who is the first person the customer interacts with at the

showroom?
A. Showroom Manager (SM)

B. Relationship Manager (RM)
C. Senior Relationship Manager (SRM)
D. Floor Manager (FLM)
12
4
QUESTION 14
At which stage will you assess the needs of the

customer?
A. Before Static Demo

B. After Static Demo but before Test-Drive
C. After Test-Drive
D. None of the above
12
5
QUESTION15
At NEXA showrooms, delivery of vehicle takes place from
A. Inside the showroom

B. Outside the showroom
C. At the workshop
D. From accessory counter
12
6
QUESTION 16
Who informs the stockyard In-Charge to release the

vehicle with necessary documents?
B. Showroom Manager
12
7
QUESTION 17
Road-Test and Performance check are to be conducted

by…
B. Pre-Delivery Inspection (PDI) Manager
12
8
QUESTION 18

requirement when selling to a salaried individual?
A. Form 16 of past 2 years

B. Bank Statement (last 6 months)
C. ID and Address proof
D. None of the Above
12
9
QUESTION 19
What would be the most appropriate thing to do if a

customer visits the showroom and the test drive vehicle
in not available?
A. Check with the customer and fix a date for a test drive
at his home
B. Send the customer to the GM
C. Ask the customer to visit the showroom the next day
D. Offer him a test drive on a similar engine car
13
0
QUESTION 20

requirement when selling to a company/ partnership?
A. Profit & Loss Statement

B. Partner Deed/ Registration
C. Address Proof of User
D. Company PAN Card
13
1
POST TEST SOLUTION
1 C 11 B
2 B 12 B
3 A 13 D
4 B 14 A
5 D 15 A
6 A 16 D
7 A 17 B
8 D 18 D
9 D 19 A
10 A 20 C
13
2
THANK YOU

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Module 5 - Sales Operating Standards

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SOS OVERVIEW

Which among the following is a customer from a

A. Customer walk-in after viewing TV/Newspaper Ad

A. The Relationship Manager himself

Which is the third step of the vehicle demo process?

Which of the following is the way to demonstrate our

A. Static demonstration + Test-Drive

The correct sequence for vehicle demonstration is

A. Front, interior, rear, safety, seat, technology

Once in the showroom, within what time should the

A. Within 30 seconds from showroom entry

At NEXA, our endeavour is to sell accessories at

A. Point of vehicle sale

When would you present your Visiting Card?

A. At the time of delivery

What are the documents you would take for booking?

Which of the following is not a valid address proof?

Which of the following is a valid ID proof?

A. Company I-Card with authorised signatory

Which of the following sources shall generate maximum

Who is the first person the customer interacts with at the

A. Showroom Manager (SM)

At which stage will you assess the needs of the

A. Before Static Demo

At NEXA showrooms, delivery of vehicle takes place from

A. Inside the showroom

Who informs the stockyard In-Charge to release the

Road-Test and Performance check are to be conducted

Which of the following isn’t a finance document

A. Form 16 of past 2 years

What would be the most appropriate thing to do if a

Which of the following isn’t a finance document

A. Profit & Loss Statement

Session 1: NEXA SOS – Sourcing

Session 2: Frequently Asked Questions (FAQs)

Session 3: Post Test

• Pre-Sales Process (Pre-Booking)

• Sales Process (Post Booking)

• Customer Interaction & Follow-up

Customer approaches… Customer is approached…

• Refers to customer who are • When we scope for potential customers,

Insurance: Mention a few Insurance

Instructions for the activity

Do we sell cars with the same spirit at our dealerships?

DO WE LOOK AT ALL OF THESE ACTVITIES IN AN

1. Dealership In-House Sales Data

2. Retail Finance – Leveraging the Strength of PSU/ Private Banks

6. Professionals – Teachers/Professors/ Doctors/ Lawyers

10. Banker Meets

Dealership In-house Sales Data Professionals – Teachers/ Doctors

Retail Finance, PSU/ Private Banks Service / Workshop

BTL Activities True Value

Corporate relationship Insurance

Government Employees Banker Meets

WE MUST PERFORM ALL OF THESE ACTIVITIES IN AN

TDM to assign the following roles to RMs

Case 1 Lead from Service

Case 2 Govt. Employee

Case 3 Lead from True Value

ONCE GENERATED, THE CUSTOMER VISITS

This is our NEXA Customer locating the NEXA showroom.

• Spic and span