CURRENT QUARTER VS.

LAST SECTIONAL PERFORMANCE

QUARTER PERFORMANCE
DEALERSHIP Overall : (638/970) 66%
PERFORMANCE
Infrastructure : (199/300) 66%
Manpower : (269/370) 73%
66% --% Process : (170/300) 57%
This Evaluation Last Evaluation
Outside area/ Façade/ 82%

66% INFRASTRUCTURE (CURRENT

Signage's/ Pylon : (74/90)
Display Standards : (27/60) 45%
QUARTER VS. LAST QUARTER)
638/970 points Point of Sale/Color Panels : (20/ 67%
This Last 30)
Section Evaluation Evaluation +/-
Showroom Interiors & Utilities : 65%
Infrastructure 66% --% --% (78/120)
EVALUATION #
Manpower Strength : (41/80) 51%
1430356 Outside area/
Façade/ Experience, Age, Qualification : 96%
IC0710100 82% --% --%
Signage's/ (48/50)
MUNDRA AUTOMOBILES Pylon
Knowledge & 5 Step Walk 83%
PRIVATE LIMITED (KOTA) around : (150/180)
Display
45% --% --%
12-10-2019 Standards Uniform : (30/60) 50%
SURVEY: INFORMED VISITS Point of Sale/ Enquiry & DMS System 100%
- NON DESTINATION
67% --% --% Walkthrough : (90/90)
Color Panels
DEALERS Test drive : (40/60) 67%
Showroom
Interiors & 65% --% --% Checklists : (40/60) 67%
Utilities Complaint Register : (0/50) 0%
Feedbacks : (0/40) 0%

MANPOWER (CURRENT QUARTER

VS. LAST QUARTER) PROCESS (CURRENT QUARTER VS.
This Last
LAST QUARTER)
Section Evaluation Evaluation +/-
This Last
Section Evaluation Evaluation +/-
Manpower 73% --% --%
Process 57% --% --%
Manpower
51% --% --%
Strength Enquiry &
DMS
Experience, 100% --% --%
System
Age, 96% --% --% Walkthrough
Qualification
Test drive 67% --% --%
Knowledge
& 5 Step
83% --% --% Checklists 67% --% --%
Walk
around
Complaint
0% --% --%
50% Register
Uniform --% --%

Feedbacks 0% --% --%

 QUESTION SCORE ANSWER

GENERAL INFORMATION
G1. Visit Date: 12/10/2019

G2. Dealer Name Mundra Automobiles Private Limited (Kota)

G3. Start time 11:00 AM

G4. Finish time 5:00 PM

G5. Day you visited the store 0/0 Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

G6. Name of the staff who assisted you during the audit Mr. Chandra Prakash

G7. Designation of the staff who assisted you during the audit EDP - Sales Back Office

INFRASTRUCTURE 66% (199/300)

OUTSIDE AREA/ FAÇADE/ SIGNAGE'S/ PYLON 82% (74/90)

1.1. Clear View of Exterior / No Obstruction when viewed form opposite side of road? 5/5 1. Dealership name, Brand logos are

clearly visible (Register logo is

available below the Jeep)

2. No clear view of the exterior

1.1. Please upload a picture of the Exterior.

1.2. Appearance of name and logo 7/7 1. They are aligned as per the FCA

guidelines. No logo or letters are

missing

2. They are not faded. Chrome rings

are not rusted

3. None of the above

1.2. Please upload a picture of the name and logo.

1.3. Surroundings near the dealership 10/13 1. There is no garbage near-by the

entrance

2. Surrounding walls are clean and with

out any marks (no stickers or posters)

3. Outside area is clean and proper

beautification done

4. No cobwebs, loose & hanging

wires, Untrimmed Trees, Vehicles

Parked

5. None of the above

1.3. Please upload a picture of the surroundings near the dealership.
1.3. Please upload a picture of the surroundings near the dealership.

1.4. Availability and condition of the ACP 7/7 1. ACP was available at the

dealership

2. They are maintained &

represented as per brand guidelines

(not broken or faded or having any

dents, silicon adhesive is used at the

door entrance)

3. None of the above

1.4. Please upload a picture of the ACP.

1.5. Condition of the façade glass 7/11 1. None of the façade glass broken

2. Complete glass area clean without any

stain marks / scratches

3. Glasses are properly hinged and

there are no rusts/damages/loose/

any other safety issues (giving

premium experience to the

customer)

4. None of the above

1.5. Please upload a picture of the façade glass.
1.5. Please upload a picture of the façade glass.

1.6. Condition of the railings 8/8 1. They are intact and not colour

faded

2. They are properly maintained ( no

rusting , firmly fixed)

3. None of the above

1.6. Please upload a picture of the railings.
1.7. Customer parking area 12/15 1. Parking area is available at the

dealer

2. Sign board indicating area for

parking and demarcation lines

marked

3. Approach and cleanliness of the

parking space available. Was it

easily accessible to the parking slot.

No uneven or interlocking cement

blocks in the forecourt area.

4. Parking assistance is available at the

dealer (valet parking, designated person

assisting in parking and handing over the

keys to the customer later)

5. None of the above

1.7. Please upload a picture of the customer parking area.

1.7. Please upload a picture of the customer parking area.

1.8. Entrance 9/15 1. Door Mats are clean and in good

condition

2. PUSH & PULL signage exist at the

main entrance (Full score to be given if

automatic door is used)

3. Slope / Comfortable steps

provided if showroom on height

4. Entrance without any hindrances

(external objects, marble marks/

stains should not be there on steps/

slopes/gangway leading to the

entrance)

5. There are no other shabby

signage's (loose wires, dirt/mud on

the steps/slope, broken tiles, color

fading)

6. None of the above

1.8. Please upload a picture of the entrance.

1.9. Condition of the Pylon 9/9 1. Pylon is available as per the

specifications - width should be 1.8

metres (check for register mark for

jeep logo)

2. Logos are clear and no damages

are there

3. Check for Lighting of the pylon.

Also the surrounding space of pylon

and base plate which should not be

damaged. To check side line strip

which should be intact properly and

not damaged.

4. None of the above

1.9. Please upload a picture of the Pylon.
1.9. Please upload a picture of the Pylon.

1.10. Remarks

The name & logo were visible and in good condition. ACP, Pylon, Railings were well maintained without any damages. Also customer parking

area was easily accessible with proper demarcation lines. However the surroundings wall were not well kept and Facade glasses were not

cleaned properly. Also the door mat was not of the size as required.

DISPLAY STANDARDS 45% (27/60)

2.1. All cars displayed as per approved layout by FCA 5/5 1. As per approved layout (2 cars

atleast to be on display)

2. No
2.1. Please upload a picture of the cars displayed.

2.2. Vehicle Specification Unit 0/9 1. All cars on display have Vehicle

Specification Unit as per the FCA

guidelines

2. Specification sheets kept is matching

the vehicle kept on display

3. None of the above

2.2. Please upload a picture of the Vehicle Specification Unit.
2.3. Car display 13/29 1. Interiors & Exteriors of all cars

are clean and tidy (No stains,

scratches or any other marks on the

display car)

2. Up-kept as per guidelines of FCA (Jeep

Logo in upright position on all wheels

(including the Steering wheel)).

3. Clean Car seats/ Floor mats

4. No plastics are there inside the

car (seats, sun visor, height

adjustment lever etc.)

5. Either Test Drive Vehicles OR one

Display Vehicle is accessorized as per

FCA guidelines

6. Mascot plates are fitted properly

covering black mounts. They are on

acrylic sheet with aluminium finish. (50

cms by 12 cms)

7. Stainless steel or Antirust Black

screws are used in mascot plates

8. None of the above

2.3. Please upload a picture of the Car display.
2.3. Please upload a picture of the Car display.
2.3. Please upload a picture of the Car display.

2.3. Please upload a picture of the Car display.

2.3. Please upload a picture of the Car display.

2.4. Other display elements 9/17 1. Display elements: Cube/

Balloons//Most trusted brand

collaterals/events done for

displaying lead car/specific brand

graphics given by FCA/Showcasing

the vehicle based on the theme.

2. Showroom floor area where car is

kept is cleaned and as per the

specifications given

3. Platform available at the dealership

and Compass/Trailhawk will be displayed

4. Lead car platform maintained (should

be without cracks, gaps, excessive colour

fading and staining, profile/ skirting's

should be intact)

5. None of the above

2.4. Please upload a picture of any other display elements.
2.4. Please upload a picture of any other display elements.

2.5. Remarks

Vehicle was displayed well as per the requirements and also the showroom flooring was neat and clean. However, vehicle specification units

were not kept for any vehicle, accessorized vehicle was not there and mascot plates were not fitted and ones fitted was not as per the

specifications.

POINT OF SALE/COLOR PANELS 67% (20/30)

3.1. Formats for POS/Color Panels 20/30 1. POSM - Is it as per latest theme

(old scheme/ theme decorations &

old POSM should not be used)

2. Colour Panels are available

3. Colour Panels are displayed as per

the present product portfolio &

Showroom branding is in line with

FCA requirements (Standees are

placed correctly and are in good

condition)

4. 1)Business card 2)Letterhead

3)Envelope 4)Performa invoice 5)Price

list ensure adherence of norms given to

them

5. None of the above

3.1. Please upload a picture of the POS/Color Panels.

3.1. Please upload a picture of the POS/Color Panels.
3.1. Please upload a picture of the POS/Color Panels.

3.1. Please upload a picture of the POS/Color Panels.

3.1. Please upload a picture of the POS/Color Panels.

3.2. Remarks

Color panels were available on display and POS documents were not as per the requirements. Old format was used for visiting card.

SHOWROOM INTERIORS & UTILITIES 65% (78/120)

4.1. Interiors of the showroom 16/16 1. No broken / cracked tiles in the

showroom

2. Walls should be painted in white

and to be clean, Walls are free from

seepage marks, poster marks or POP

material

3. Air conditioners are cooling

properly and flow is ensured

4. False ceiling should be free from

water stains, cracks and colour

fading

5. Brand wall is available at the

dealer

6. Brand wall Maintained ( Logos are

intact with proper alignment,

Laminate is in place, register mark is

there under the jeep logo)

7. No cobweb around the corner /

between wall & ceiling / hidden area

8. All interior boards ( Sales Manager

Cabin , Finance Counter , Reception ,

Toilets) placed and visible

9. None of the above

4.1. Please upload a picture of the Interiors of the showroom.
4.1. Please upload a picture of the Interiors of the showroom.
4.1. Please upload a picture of the Interiors of the showroom.
4.1. Please upload a picture of the Interiors of the showroom.
4.1. Please upload a picture of the Interiors of the showroom.

4.1. Please upload a picture of the Interiors of the showroom.

4.2. Reception 4/6 1. Reception should be easily visible

upon entering the showroom and

approachable without any objects/

hindrances/cars in between

2. Direct Telephone line is available and

no loose electrical & telephone wires. To

check telephone numbers with the details

mentioned on the website

3. Clean & laminate is intact, Nicely

organised, no clutter, no posters

stuck on counter, no loose papers)

4. None of the above

4.2. Please upload a picture of the Reception.

4.3. Lights 6/10 1. Accessories, Display are illuminated all

the day

2. All LED's are in Working Condition

3. Proper illumination at vehicle

display area & customer lounge

4. FCA recommended lights are used

5. Wall mounted sockets should not have

any paint marks and is clean without any

dirt on it

6. None of the above

4.3. Please upload a picture of the Lights.
4.3. Please upload a picture of the Lights.

NOTE:
4.4. Accessories & Merchandise Corner 4/12 1. Accessory display unit is well arranged

as per FCA guidelines (smaller version)

2. Merchandise Corner is displayed

properly (tidy & cleaned), 4 folded T-

shirts and jackets are kept without

plastic covers. Dummies could be

available at some dealers (to be added in

additional comments where it is

available)

3. Is easily accessible to the

customer

4. Price tags are attached to the

merchandise

5. Details of Sales done in past 3 months

is available with the dealer (document/

evidence to be collected)

6. None of the above

4.4. Please upload a picture of the Accessories & Merchandise Corner.

4.4. Please upload a picture of the Accessories & Merchandise Corner.
4.4. Please upload a picture of the Accessories & Merchandise Corner.

4.4. Please upload a picture of the Accessories & Merchandise Corner.

4.4. Please upload a picture of the Accessories & Merchandise Corner.

4.4. Please upload a picture of the Accessories & Merchandise Corner.

4.5. Sales Consultant 7/11 1. Sales Consultant Desks : Neat and

clutter free desk without stains

2. Sales tool easily assessable and is

readily available on the desk

3. TV is arranged properly behind the SC

desk

4. Availability and condition of 2 ipads/

devices used are satisfactory

5. Proper seating arrangement for

customer (cleanliness & condition)

6. None of the above

4.5. Please upload a picture of the Sales consultants desk.
4.5. Please upload a picture of the TV.
4.5. Please upload a picture of the Ipads/devices used for customer experience at the dealer.
4.5. Please upload a picture of the seating arrangement.

4.6. Promotion Material 8/8 1. All Leaflets available in sufficient

quantity for Customer to pick (Either

on stand or in drawer)

2. Magazine stand is maintained with

only recommended magazines kept

on it.

3. No brochures are kept on the

magazine stand. Also the magazines

should not be more than 3 months

old

4. Old Promotional material /

Calendars should not be kept/used

or on display or lying around at the

showroom.

5. None of the above

4.6. Please upload a picture of the Leaflets.
4.6. Please upload a picture of the Magazine stand.
4.7. Customer Lounge 8/13 1. Customer Lounge to have Customer

Sofa set & Coffee Table. Coffee Table

should be as per layout given. Sofa set

should be free from cuts or ink stains &

is dust free

2. Sofa set colour and style should

be as per the FCA requirements

3. Customer lounge to be clean &

empty water glasses or tea cups

should not be kept in lounge.

4. Coffee table is available and

maintained (no scratch mark on the

glass, magazines are arranged with no

clutter, cleanliness)

5. Availability and working of TV

near the lounge (HD videos are

running, No loose cable)

6. Only Approved Videos are

displayed (Example - My Jeep Story)

7. None of the above

4.7. Please upload a picture of the customer Lounge.
4.7. Please upload a picture of the customer Lounge.
4.7. Please upload a picture of the customer Lounge.

4.7. Please upload a picture of the customer Lounge.

4.7. Please upload a picture of the customer Lounge.

4.8. Test Drive 5/10 1. All Test drive vehicles are only

used for it

2. Test drives vehicles are well

maintained and cleaned (no dent/

scratches or dirt on the tyres/

exteriors). Plastics are removed

from the seat and no personal

belongings are kept. Test drive

Decals are as per the FCA

requirements.

3. Test drive route is clearly defined with

adequate fuel in the car (Take route

map/document & take the log book for

fuel which is maintained at the dealer for

one month)

4. Verify the fuel register/logbook which

should have details of total fuel filled,

consumed and closing balance for each

car used for test drive.

5. None of the above

4.8. Please upload a picture of the Test drive vehicles.
4.8. Please upload a picture of the log book.
4.8. Any other picture you want to share with regards to test drive.
4.8. Any other picture you want to share with regards to test drive.

4.8. Any other picture you want to share with regards to test drive.

4.8. Any other picture you want to share with regards to test drive.
4.9. Finance Facility 2/6 1. Dealership Sales staff are fully

appraised about schemes by Finance

Co. Representative (can be someone

from bank as well or by sales

consultant itself)

2. Quick reference sheet of schemes

available with finance person/SC

3. Finance person available with

complete brochures of schemes &

payment option

4. None of the above

4.9. Please upload a picture of the quick reference sheet of schemes.

4.9. Please upload a picture of the quick reference sheet of schemes.

4.10. Registration and Insurance 4/4 1. Dealer Provides Registration,

Road Tax deposit, RTO facilities

(collect documents/evidences for

number of registrations done and

registration log books maintained

with all the details for last ten days)

2. Insurance papers are given

immediately to the customer (collect

documents/evidences of insurances

issued for last 10 days)

3. None of the above

4.10. Please upload a picture of all documents related to Registration and Insurance.
4.10. Please upload a picture of all documents related to Registration and Insurance.
4.10. Please upload a picture of all documents related to Registration and Insurance.

4.11. Please rate the Toilets. 6/6 1. Washrooms should be neat and

clean with maintenance checklist

2. Soap dispenser, Water, Mirror,

Tissue Papers/Towel & Air freshener

are available

3. Toilet signage is visible

4. None of the above

4.11. Please upload a picture of the Toilet.
4.11. Please upload a picture of the Toilet.

4.12. Pantry 8/14 1. High level of hygiene and cleanliness

for Pantry

2. Premium crockery and cutlery to

be used

3. No chipped crockery and cutlery

4. Pantry boys are well groomed (Hair,

Clean Shaved)

5. Pantry boys are wearing proper formal

shoes (Polished) & clean white hand

gloves (While Serving)

6. Arrangement for clean drinking

water ( Hot / Cold ) is there at the

dealer

7. Arrangement for Tea / Coffee is

there at the dealer

8. None of the above

4.12. Please upload a picture of the Pantry.
4.12. Please upload a picture of the Pantry.
4.12. Please upload a picture of the Pantry.

4.13. Conference Room & Back office 0/4 1. Clean, no empty cups, water bottles

are kept, no stains

2. Documents are well organized on the

desks (not cluttered) & torn papers are

not lying on the desks

3. None of the above

4.13. Please upload a picture of the Conference Room & Back office.

4.13. Please upload a picture of the Conference Room & Back office.

4.14. Remarks

Interiors of the showroom were well kept and maintained. However, telephone line was not in connection, accessories were not kept as per the

requirements, iPads were not used by the dealer, coffee table was not available, details of fuel book were not available and only receipts from

the gas station were kept. Pantry hygiene was not good and pantry servant was not using gloves while serving.

MANPOWER 73% (269/370)

MANPOWER STRENGTH 51% (41/80)
5.1. Please select the staff members who were present at the dealership. 41/80 1 General Manager

1 Sales Manager

1 Showroom Manager

1 Sales Consultant for every 5

vehicles

1 Finance Manager

1 Receptionist

1 CRM & Marketing Manager

1 Certified Pre Owned Vehicle Manager

1 Recruiting/HR & Training Manager

1 Accessories Manager

1 Back office Team

1 Service Technician (for Accessory

fitment)

None of the above

EXPERIENCE, AGE, QUALIFICATION 96% (48/50)

GENERAL MANAGER

OVERALL EXPERIENCE GREATER THAN 5 AGE LESSER THAN 45 HAD BASIC QUALIFICATION? (B.E/B.SC/B.COM/ WAS FCA
YEARS? YEARS? PGDM) TRAINED?

Yes Yes Yes Yes

No No No No

SALES MANAGER

OVERALL EXPERIENCE GREATER THAN 2 AGE LESSER THAN 35 HAD BASIC QUALIFICATION? (B.E/B.SC/B.COM/ WAS FCA
YEARS? YEARS? PGDM) TRAINED?

Yes Yes Yes Yes

No No No No

SHOWROOM MANAGER

OVERALL EXPERIENCE GREATER THAN 2 AGE LESSER THAN 30 HAD BASIC QUALIFICATION? (B.E/B.SC/B.COM/ WAS FCA
YEARS? YEARS? PGDM) TRAINED?

Yes Yes Yes Yes

No No No No

SALES CONSULTANT

OVERALL EXPERIENCE GREATER THAN 2 AGE LESSER THAN 30 HAD BASIC QUALIFICATION? (B.E/B.SC/B.COM/ WAS FCA
YEARS? YEARS? PGDM) TRAINED?

Yes Yes Yes Yes

No No No No

RECEPTIONIST

OVERALL EXPERIENCE GREATER THAN 1 AGE LESSER THAN 30 HAD BASIC QUALIFICATION? (B.E/B.SC/B.COM/ WAS FCA
YEARS? YEARS? PGDM) TRAINED?

Yes Yes Yes Yes

No No No No
CRM & MARKETING MANAGER

OVERALL EXPERIENCE GREATER THAN 1 AGE LESSER THAN 30 HAD BASIC QUALIFICATION? (B.E/B.SC/B.COM/ WAS FCA
YEARS? YEARS? PGDM) TRAINED?

Yes Yes Yes Yes

No No No No

ACCESSORIES MANAGER

OVERALL EXPERIENCE GREATER THAN 2 AGE LESSER THAN 30 HAD BASIC QUALIFICATION? (B.E/B.SC/B.COM/ WAS FCA
YEARS? YEARS? PGDM) TRAINED?

Yes Yes Yes Yes

No No No No

CERTIFIED PRE OWNED VEHICLE MANAGER

OVERALL EXPERIENCE GREATER THAN 3 AGE LESSER THAN 40 HAD BASIC QUALIFICATION? (B.E/B.SC/B.COM/ WAS FCA
YEARS? YEARS? PGDM) TRAINED?

Yes Yes Yes Yes

No No No No

KNOWLEDGE & 5 STEP WALK AROUND 83% (150/180)

7.1. Demo walk-through evaluation with one sales consultant (Did he cover the 5 10/10 Yes

SUVPS) No

7.2. Did the sales consultant talk about the mentioned pointers standing at the front of 40/50 1. Jeep brand History and Legacy

the vehicle? 2. Compass history

3. Key front design highlights

4. Engine & transmission options

available

5. 7-slot Jeep grille, Wide

windscreen, clamp shell bonnet,

headlamps , 2.0L MultiJet & 1.4L

MultiAir engine and advanced DDCT

gearbox

6. None of the above

7.3. Did the sales consultant talk about the mentioned pointers standing at the 30/40 1. The character lines on the Jeep

passenger side of the vehicle? Compass

2. Jeep trade mark trapezoidal wheel

arches

3. The request sensors on the doors

the all season tires, 5-spoke alloy

wheel, suspension FSD, wide ORVM’s

4. The Brakes, the driveline

disconnect technology, ABS, EBD,

ESC etc. on the Compass

5. None of the above

7.4. Did the sales consultant talk about the mentioned pointers standing at the rear of 20/20 1. Chrome DLO around the Compass

the vehicle? 2. Parking sensors and reversing

camera

3. SUV design and bold rear stance

and Jeep unique tail lamp design

4. The Boot space and cargo options

with seat fold

5. None of the above

7.5. Did the sales consultant talk about the mentioned pointers standing at the driver's 10/20 1. Build quality (laser welding, hot

side of the vehicle? stamping, plasma cutting etc.)

2. Show different features that reduce

NVH levels (acoustic baffles, triple

sealing on doors, acoustic wheel arches

etc.)

3. None of the above

7.6. Did the sales consultant do the mentioned pointers? 40/40 1. Make you sit in the driver seat of

the vehicle

2. Adjust seat & steering as per

customer’s convenience

3. Make the customer experience the

premiumness of the cabin (soft

touch, leather seats etc.)

4. Speak to you on the dual zone AC

and also the different options of the

U-connect system (it will not be

applicable for the sport variant)

5. Electric parking brake to be

mentioned as unique feature

6. Talk about the Drive mode

selector and different drives modes

on offer

7. Knowledge on financing details for

purchasing the car by the SC or by

the banker if available at the dealer

8. None of the above

UNIFORM 50% (30/60)

8.1. Were all employees in approved attire (Suit + Tie + Black Shoes)? (No jeans/T- 0/30 Yes

shirts/Slippers are allowed) No

8.2. Were all employees well groomed (hair properly combed, beard is trimmed 30/30 Yes

properly) & perfume to be used. Nails are also well cut and hands are dirt free? No
8.2. Please upload a picture of the employee.

8.2. Please upload a picture of the employee.

8.3. Remarks

The vehicle presentation was done well by the Sales consultant. However the business attire was not followed at the dealer.

PROCESS 57% (170/300)

ENQUIRY & DMS SYSTEM WALKTHROUGH 100% (90/90)

For 9.1, 9.2, 9.3, 9.4 - Check random 3 samples which are coming in walk-in register/enquiry form/Web tele and verify that in the

DMS system
9.1. Please select the details that were filled up in Enquiry Form (Walk in Record) 20/20 1. System Enquiry Number

2. Enquiry Date

3. Business Card Taken

4. Customer Name

5. Address

6. Email-ID

7. Contact Number

8. Model Interested In

9. Sales Consultant

10. Remarks

11. All of the above

12. None of the above

9.1. Please upload a picture of the enquiry form (Walk in Record)

9.2. Please select the details that were filled up in Enquiry Form (Telephonic Record) 20/20 1. System Enquiry Number

2. Enquiry Date

3. Time

4. Customer Name

5. Address

6. Email-ID

7. Contact Number

8. Model Interested In

9. Sales Consultant

10. Next Contact Date and Time

11. Remarks

12. All of the above

13. None of the above

9.2. Please upload a picture of the enquiry form (Telephonic Record)

9.3. Please select the details that were filled up in Enquiry Form (Web based Web based 20/20 1. System Enquiry Number

& Call center query received) 2. Enquiry Date

3. Time

4. Customer Name

5. Address

6. Email-ID

7. Contact Number

8. Model Interested In

9. Sales Consultant

10. Next Contact Date and Time

11. Remarks

12. All of the above

13. None of the above

9.3. Please upload a picture of the enquiry form (Web based & Call center query received)

9.3. Please upload a picture of the enquiry form (Web based & Call center query received)
9.4. Please select the details that were filled up in Enquiry Form (Event enquiry record) 20/20 1. System Enquiry Number

2. Enquiry Date

3. Business Card Taken

4. Customer Name

5. Address

6. Email-ID

7. Contact Number

8. Model Interested In

9. Sales Consultant

10. Next Contact Date and Time

11. Remarks

12. All of the above

13. None of the above

9.4. Please upload a picture of the enquiry form (Event enquiry record)

9.5. Showroom display car rotation schedule? 10/10 Yes

No

TEST DRIVE 67% (40/60)

10.1. Was the Test drive control sheet complete? 0/20 Yes

No
10.1. Please upload a picture of the Test drive control sheet.

10.2. Was the Test drive request form complete? 20/20 Yes

No
10.2. Please upload a picture of a Test drive request form.

10.3. Was the Test drive experience feedback sheet complete? 20/20 Yes

No
10.3. Please upload a picture of the Test drive experience feedback sheet.

CHECKLISTS 67% (40/60)

11.1. Were the below documents present at the dealership? 40/60 1. Document checklist for finance

2. Document checklist for

registration

3. Delivery Control Board form filled in

the format

4. Buying experience feedback form

5. Third day post delivery call form

6. CRE call tracker records

7. None of the above

11.1. Please upload a picture of the Document checklist for finance.

11.1. Please upload a picture of the Document checklist for registration.

11.1. Please upload a picture of the Delivery Control Board form.
11.1. Please upload a picture of the Buying Experience feedback form.
11.1. Please upload a picture of the Third day post delivery call form.
11.1. Please upload a picture of the CRE call tracker records.

COMPLAINT REGISTER 0% (0/50)

12.1. Does the dealership maintain a customer complaint register/file/excel? 0/10 Yes

No
12.1. Please upload a picture of a customer complaint register/file/excel?

12.2. Were all customer complaints solved within 7 working days? 0/10 Yes

No

12.3. Was a root cause analysis of customer complaints done on a monthly basis? 0/10 Yes

No

12.4. Were the complaints recorded in DMS on defined basis? 0/10 Yes

No

12.5. Was the satisfaction letter complete and issued as per the format? 0/10 Yes

No

12.5. Please upload a picture of the satisfaction letter.

FEEDBACKS 0% (0/40)

13.1. Were feedback forms/Suggestion box/Provision in excel available at the 0/10 Yes

dealership? No
13.1. Please upload a picture of the feedback forms/Suggestion box/Provision in excel.

13.2. Were the feedback forms complete? 0/10 Yes

No

13.3. Did the dealership have any action plans/analysis documented based on the 0/10 Yes

feedback received? No

13.3. Please upload a picture of action plans/analysis documents.

13.4. Did the dealership implement suggestions/feedback after careful evaluation and 0/10 Yes

opinion of the staff? No

13.5. Remarks

All the sample entries verified were uploaded on the DMS portal. However, some formats such as test drive control sheet, checklist for finance,

complain register and feedback was not maintained.