New

Normal

CUSTOMER
INTERFACE
SALES
PROCESS
MMPC
SALES TRAINING
 New
Normal

BASIC
PREVENTION
MEASURES
Basic Preventive Measures

Follow Department Reduce on-site workforce. If you have a fever or

of Health Guidelines Implement work from having difficulty
at all times. home arrangement by breathing, stay at
maximizing digital home and
online platforms. seek medical care.
Basic Preventive Measures

Customers and Maintain physical or Frequently sanitize

Employees must social distancing of and wash hands with
wear PPEs and Fill one (1) meter or soap (wash
out the Health more. thoroughly for at
Declaration Form for least 20 seconds)
contact tracing.
 New
Normal

PREPARING
THE
DEALERSHIP
Sales Executive (SE) on duty or Sales Officer-in-Charge must
accomplish the showroom checklist 15 minutes before
the start of business hours.

• All items should be physically examined and must be marked Yes, No, or N/A
accordingly. Items with NO or N/A should have a corresponding remark as to
why.

• The Showroom Checklist may be subject to regular/ spot audits and

withdrawal of records may be checked by MMPC SSI from time to time.
RECEPTION RECEPTION

• Sanitize seats and table tops

• Ensure enough supply of

medical masks and gloves for
reception staff.

• Place hand sanitizer on top of

the reception table.

• Assign 1 SE to man the

reception.
 RECEPTION
SHOWROOM FLOOR

• Assign one entrance and

one exit

• Clean display vehicle and

reduce the display cars by
half.

• Evenly spread out the

vehicles and tables.
 RECEPTION
CUSTOMER RELATED AREAS
• Use disinfectant to clean the
lounges and chairs

• Spread transaction tables at

least 9 meters apart.

• Max of 2 person per transaction

table.

• Put up clear signages reminding

customers to practice good
hygiene.
CANTEEN RECEPTION
• Disinfect tables and chairs

• Bring your own utensils

and tumblers.

• Practice social distancing

of one (1) meter or more

• Ensure that hand

sanitizers are readily
available.

• Eat quickly (ideally 15-20

minutes)
 New
Normal

CUSTOMER
INTERFACE
SALES
PROCESS
 SSI 4 FACTORS
Dealer Facility Dealer Personnel

22% 27%

Deal & Paperwork Delivery Process

31% 100% 20%

These 4 factors affects our sales satisfaction standing based on how

effective our performance and how satisfied our customers.
 2019 SSI
SCORE
2 PLACE
ND
 15 KPI
IMPLEMENTATION
• Transaction area was private and comfortable
• Asked relevant questions to recommend the appropriate model, features and options
• Comprehensive explanation of features/ benefits during purchase process
• Used a mobile app to explain or show the features or price of the vehicle
• Provided a formal quotation
• Kept you informed about your vehicle's release or delivery status
• All the commitments made during the purchase process were fulfilled at the time of the release
• Dealership contacted you after the vehicle has been released to ensure that everything was
satisfactory
• Provided tips to get better Fuel Efficiency (Mileage)
• Reviewed the Mitsubishi-recommended maintenance schedule
• Offered to help you set up your vehicle’s first service visit
• Reviewed the paperwork (e.g. Invoice, insurance & LTO registration, etc.)
• Reviewed the vehicle warranty booklet
• Amenities offered at the dealership - Complimentary snacks
• Amenities offered at the dealership - Complimentary beverages
 CUSTOMER
SATISFACTION
Delighted Customer

Referral/ Retention Repeat Sales Less expense to source

prospective customers
 SATISFACTION = BENEFITS
• Recognition & Awards
• Incentives
• Better Salary
• Professional Growth
• Enhance Sales and Brand Image
• Reduce Customer Complaint

Delighted customers become brand ambassadors

for the product, dealer, & manufacturer.
 New
Normal

CHAPTER 1:
Prospect
Generation &
Inquiry
Tracking
 SOURCES OF CUSTOMER

• Existing Customer
• Walk-in Customer
• Active Prospect

“Our goal is to pitch our

products either via
showroom display or online
viewing. “
GENERAL INQUIRY
 Download:
Mitsubishi Lead
Management App

Available on both
IOS and Android
Smartphones.

This app has been developed by Mitsubishi Philippines to support it’s

dealers sales executives to conduct fast and responsive prospect
management.
Prospecting
Booking
Allocation
Invoice
Delivery
Mitsubishi Lead Management App
PBAID PROCESS
WT
AH
L R LEAD
KO Represents any person or organization that might
have a potential to do business with.
U
G Individual Corporate
H
WT
AH
L R
KO 1. Open lead
menu
U
2. Click + button
G
H
WT
AH
L R
3. Select Lead
KO Category as
U “Individual”

G 4. Input all
mandatory
H information that is
indicated by (*)
asterisk
WT 5. Click the save
AH disk icon
to save.
L R
Leads created will
KO be saved as
U “NEW” leads and
it will be shown in
G the leads viewlist.
H User can filter the
Leads as:
* All
* New
* Qualified
* Lost
WT
AH
L R Click on button Create
New Activity.
KO
U Chose the Activity Type.
G
ACTIVITIES
H -Appointment
-Email
-Phone call
-Task
WT
AH
L R QUALIFYING
KO
1. Open the leads and click
U the happy face to qualify.
G
H Note: After qualifying the
Leads it will go directly to
Opportunity stage and will
create Contacts in Otoleap
WT
AH DISQUALIFYING
L R
KO 1. Open the leads and click
the Sad face to disqualify.
U 2. Choose the Reason to
disqualify.
G -Lost
H -Can’t be reached
-Not interested
-Cancelled

Note: The reason will be used

when filtering from the view list
WT
AH
L R OPPORTUNITY
Once the lead was qualified, it will go
KO directly to the Opportunity stage. User
can key-in and supply all the
U mandatory fields in Opportunity stage
then will click the Happy face to
G qualified the Opportunity.

H To qualify the Opportunity, Official

Receipt (OR) for the
reservation/booking fee from
customer must be received and
presented
WT
AH EDITING THE
LEAD INFORMATION
QUALIFY BUTTON

L R SAVE BUTTON
DISQUALIFY BUTTON

KO
U
G
H
 New
Normal

CHAPTER 2:
Customer
Welcome and
Needs
Identification
Meeting Customers
SECURITY GUARDS
→ Should open the door for
everyone at all times.
→ Implement “no face mask, no
entry” policy
→Let the guest fill out the Health
Declaration Form.
→ Temperature check should be
performed to everyone entering
the facility. Anyone with
temperature higher than 37.5⁰C
should not be allowed to enter.
→ Always offer to sanitize
customer’s hands upon entry.
SALES EXECUTIVES
→ Wear face mask at all times. Minimum of 2
person per transaction table.

→Must introduce himself/herself to the client

while maintaining social distancing.

→ Respectfully bow, nod, or wave in lieu of

handshake.

→ Use online platforms or e-mail to send

pricelist, quotation and brochures.

Price list and brochures are available at the

MMPC website https://mmpc.ph or SE guide
mobile app. The SE should always offer to assist
the customer on how to navigate through these
platforms.
NEEDS
IDENTIFICATION PROBING GUIDE
 What is your customer's current vehicle? (Brand, Type,
Ask questions to
etc. )
understand vehicle needs
and to suggest  Features that they're looking for in a car?
appropriate model and  Primary use of the vehicle ( Personal, Family, Business)
variant.  Who will use or drive the vehicle?
 Client's primary source of income (Business or
Invite customer for six- employed?)
point walk around on  Customer's specific budget?
model identified.  Ask customer if there is an specific area that they want
to highlight for the product presentation.
The SE Guide is designed to provide you with
quick information about MMPC’s products,
services and promotions.
 New
Normal

CHAPTER 3:
Six Point
Walk-Around
& Test Drive
Presenting the Vehicle
OPTION 1
→ Maintain social distancing while
presenting the vehicle’s exterior features.
→ Lead the presentation when showing
interior features and avoid customer
contact.
→ Always offer to sanitize customer’s hands
after the presentation.
→ Make sure to disinfect the display unit
especially the frequently touched parts (i.e.
door handle, steering wheel, hood, etc.)
used during the demo
afterwards.
OPTION 2
Present using the SE Guide Mobile App
or MMPC Website if the vehicle is not
available in the showroom.
→ Thoroughly clean and sanitize
gadgets before and after the
presentation.
→ For convenience, the color swatches
may be presented to the customer
through the SE Guide Mobile App.
House call, meet-up, limited car
display, etc.
1.Introduction

2.Front, Engine & Fuel

Efficiency

3.Driver Side

4.Second Row

5.Rear

6.Front Passenger
1.
INTRODUCTION
• Mention the model name

• Introduce the variant on display

• Mention the awards & recognition

Example:

“This is the new Xpander Cross 2021

model, this our top of the line for
Xpander. It was awarded as the best
design MPV by Autofocus 2019-2020.”
2.
FRONT & ENGINE
Mention the features and their
type/functions.

• Windshield
• Dynamic Shield Fascia
• Engine (Torque/HP)
• Headlamps
• Turning Lamps
• Fog Lamps

Provide tips for better fuel

efficiency
2. FUEL EFFICIENCY
•
•
Accelerate gently
Maintain a steady speed
• Avoid high speed
• Avoid idling
• Don’t carry unnecessary weight
• Track your fuel consumption
• Check your tire pressure monthly
• Combine trips
3.
DRIVER SIDE
Present the exterior first.

• Wheels
• Suspension
• KOS
• Turning Lamps

Let the customer sit on the driver’s

seat, then present the interior
features starting from the left to
right, top to bottom.
4.
SECOND ROW
Mention the features and their
type/functions.

• Legroom
• Seatbelts
• Child lock
• ISOFIX
• Cabin Lights
5.
REAR PART
Present the exterior first.
• Stop Lamp
• Spoiler
• LED Combination Lamp
• Reverse Camera
• Fog Lamps

Interior
• Tools
• Spare Tire Access
• Compartments
6.
PASSENGER SIDE
Let the customer sit in the front
passenger and discuss other minor
features of the vehicle.

Invite Customer for a Test Drive

OPTION 2 – Virtual Presentation
1. Introduction
2. Engine
3. Brakes & Wheels
4. Safety
5. Interior
6. Colors
7. Accessories
8. Specs Comparison
 New
Normal

CHAPTER 3:
Test Drive
&
VANGAMES
Test Drives

• Customer must present his/her valid driver’s license

• Explain the route and mandatory traffic regulations
• Explain safety and essential controls before driving.
VANGAMES
VISIBILITY
ACCELERATION
NOISE, VIBRATION, HARSHNESS (NVH)
GEAR SHIFT
AIRCON
MANEUVERABILITY
ELECTRONICS
SUSPENSION
 Wide windshield, slim pillars for less
VISIBILITY blindspot.

ACCELERATION
Responsive and powerful MIVEC engine,
mention the HP & Torque

NOISE, VIBRATION, Sound Insulating Windshield, mention the

suspension, Body insulation.
HARSHNESS (NVH)
Mention the transmission, paddle shifters,
GEAR SHIFT sports mode

AIRCON
Aircon brand, dual or single zone, air
circulator.

MANEUVERABILTY
Turning radius, Type of the steering wheel,
Adjustments

ELECTRONICS Safety features, Head Unit, ETACS, other

electronics.

SUSPENSION Advantage of the suspension.

FEATURE What your products and
services have.

ADVANTAGE What your features

do.

BENEFITS What your features mean

to the buyer

EVIDENCE Shows the actual unit, test

drive, videos, etc.
 New
Normal
CHAPTER 4:
Managing
Negotiations
Feature, Price,
Delivery Time
SEs must ready their SALES KIT
handy to refer to for discussions

 PEN
 NOTEBOOK
 CALCULATOR
 QUOTATION PAD
 BROCHURES
 SE GUIDE APP
 FORMS
 Discuss price list of Mitsubishi
model and variant best suitable for the customer.
-Product Line up
-Product Knowledge
-Promos
-Variants and Comparison
-Color Available

Reinforce Mitsubishi vehicle

feature benefit value by showing comparative
charts of Mitsubishi versus competitors
TIPS (backed by Science)
Start with a bang! – Making positive remarks to customers
increase their tips by 27%.
Don’t self-sabotage – Don’t speak ill of your previous
customer/competitor. Customers will associate those traits with
you.
Use awesome labels – We live up to our positive labels, so give
them genuine labels. “You are one of our best customers” .
Use your body – Using your power body language increases the
sales by 56%.
End high – Ending on a better note makes someone to recall the
entire experience better.

Ref: Vanessa Van Edwards (Founder of Science & People)

Discuss about the ff:
• Delivery time
• Stocks
• Processing Time
• Paperwork
• Purchasing options

Offer and compute vehicle quotation.

Close the deal.
 New
Normal

CHAPTER 5:
Documentation
 PRE-RELEASING
PROCESS
Non-cash transactions
• Fill in customer data in MMVSO
• Fill in name & identity for vehicle registration NOTE: Customer must be in the Otoleap
• Fill in vehicle model, variant, color, price Application as ‘prospect’.
• Fill expected/ promised date of delivery
• Explanation of payment method DOCUMENT: MMVSO
• Documents awaited from customer, mentioning
which date to submit.

MMVSO DPA SDDF

Sample:
Mitsubishi Motors
Vehicle Sales Order

1. Customer
Information
2. Vehicle
Information
3. Accessories
4. Condition of Sale
These are vital information to
be given to PDI.
DATA PRIVACY ACT
(DPA)
SE must explain the Data Privacy Act
NOTE: In order to achieve the two-hour
(DPA) Consent Form to customer and release process, SEs must follow the pre-
ensure to obtain customer signature in releasing process.
the said form as this will serve as a
DOCUMENT: DPA Consent Form
proof that the customer agreed to
provide their personal information to
MMPC to collect, store, share, disclose,
use and process.
Sample:
Data Privacy Act
Consent Form
 SE Delivery Declaration (SDD)
Customer Name
Customer Contact Number

OLD FORM
Date customer called to confirm delivery date & time
Time customer contacted
Model , Variant & Colour

SE Delivery
Following are confirmed :
1 Delivery date :

Declaration Form
2 Delivery time :
3 Auspicious time
4 Special Occasion (Wedding Anniversary, Birthday etc. )
5 Delivery venue ( Showroom / Residence/ Office)
6 Incase home delivery : Explained on cleanliness condition of vehicle
7 Incase home delivery , time of departure from showroom
8 Customer expectations on "Time spent on delivery"
9 SE confirmation of time to be spent by customer on delivery day
10 Amount received
11 Balance to Pay
12 Vehicle inspected by SE: Yes/ No
13 Vehicle arrival date at Showroom
14 Checked all document readiness before delivery: Yes/ No
15 Accessories to be fixed (Before delivery / after customer arrives for delivery)
16 Plastic seat covers ( remain/ remove)
17 Vehicle time receipt at showroom ( informed to Sales Admin)
18 Verbal freebie commitments made to customer: Yes/ No(Please specify?)
Sample:
SE Delivery
Declaration Form

1. Pre-approval
2. Paperwork
completion
3. Unit Preparation
4. Day prior release
Submit accomplished MMVSO, Autoloan
Application and other necessary
documents to Finance
 New
Normal

CHAPTER 6:
Vehicle
Financing
Process
 FOR EMPLOYED INDIVIDUAL (LOCAL)
REQUIREMENTS
Credit Application Form (CAF)
2 Valid government issued IDs
Certificate of Employment
Latest Payslip
Latest Income Tax Return (ITR)/Form
2316
Latest proof of billing under
borrower’s name & co-maker.
OTHERS (For faster verification)
CONDITION YES NO
Completely filled-up & signed
List of Government IDs.
Please put check mark if available:
_____Driver’s License _____Postal ID
_____Passport _____Voter’s ID
_____Driver’s License _____TIN Card
_____SSS UMID ID _____PRC ID
_____PhilHealth ID _____Senior Citizen ID
_____OFW ID
with compensation, length of service, & position
3 months
Ex. Utility Bills such as Electric Bill, Telecommunication Bill,
Water Bill, Cable Bill and etc.
Email address and contact number of (Company
HR/Admin):_________________________________________
Updated email address (Applicant): ________________________
Updated Contact number: _________________________
Best time to conduct interview (day/time): ________________
 FOR EMPLOYED INDIVIDUAL (OFW)
REQUIREMENTS
Credit Application Form (CAF)
2 Valid government issued IDs
Latest Employment
Contract/Certificate of Employment
Latest Proof of Remittance or Bank
Statement
Proof of Departure or Return Ticket
Latest proof of billing under
borrower’s name & co-maker.
OTHERS (For faster verification)
CONDITION YES NO
Completely filled-up & signed
List of Government IDs
Please put check mark if available:
_____Driver’s License _____Postal ID
_____Passport _____Voter’s ID
_____Driver’s License _____TIN Card
_____SSS UMID ID _____PRC ID
_____PhilHealth ID _____Senior Citizen ID
_____OFW ID
should be live or current
6 months
Ex. Utility Bills such as Electric Bill, Telecommunication Bill,
Water Bill, Cable Bill and etc.
Email address and contact number of (Company
HR/Admin):_________________________________________
Updated email address (Applicant): ________________________
Updated Contact number: _________________________
Best time to conduct interview (day/time): ________________
 FOR SELF-EMPLOYED/ BUSINESS OWNER
REQUIREMENTS
Credit Application Form (CAF)
2 Valid government issued IDs
Business Registration
Bank Statements
Latest ITR/Financial Statements
Trade References
Latest proof of billing under
borrower’s name & co-maker.
OTHERS (For faster verification)
CONDITION YES NO
Completely filled-up & signed
List of Government IDs
Please put check mark if available:
_____Driver’s License _____Postal ID
_____Passport _____Voter’s ID
_____Driver’s License _____TIN Card
_____SSS UMID ID _____PRC ID
_____PhilHealth ID _____Senior Citizen ID
_____OFW ID
-Business Permit
-DTI Registration
6 months
Proof
Ex. Utility Bills such as Electric Bill, Telecommunication Bill,
Water Bill, Cable Bill and etc.
Email address and contact number of (Company
HR/Admin):_________________________________________
Updated email address (Applicant): ________________________
Updated Contact number: _________________________
Best time to conduct interview (day/time): ________________
 FOR CORPORATE OR PARTNERSHIP
REQUIREMENTS CONDITION YES NO

Credit Application Form (CAF) Completely filled-up & signed

2 Valid government issued IDs List of Government IDs

Please put check mark if available:

_____Driver’s License _____Postal ID

_____Passport _____Voter’s ID
_____Driver’s License _____TIN Card
_____SSS UMID ID _____PRC ID
_____PhilHealth ID _____Senior Citizen ID
_____OFW ID
Business Registration/SEC Registration

Article Inc. & By Laws

Bank Statements 6 months

Latest ITR/Financial Statements

Trade References Proof

Latest General Information Sheet (GIS)

OTHERS (For faster verification)
Email address and contact number of (Company
HR/Admin):_________________________________________
Updated email address (Applicant): ________________________
Updated Contact number: _________________________
Best time to conduct interview (day/time): ________________
MODE OF PAYMENTS
• CASH
• BANK FINANCING
• IN-HOUSE FINANCING
PROCESS FLOW (Bank Financing)
1. SE/dealer submits credit application plus 2 valid IDs to the Bank.

2. Bank to initially check for completeness of data/info in the application form. If

complete, they will encode application in their system.

3. Bank to conduct initial checking from different data base sources including
Negative File Information System (NFIS)/Bankers Association of the Phils. (BAP)
check, Credit Management Association of the Phils. (CMAP), some will cross check
to TU (Trans Union).

4. If all info matches that of the application & with satisfactory handling, it goes to a
straight through process or an express lane wherein ocular (field visit) verification &
checking like residence (PVR), employment (EVR) , business (BVR) , etc.

5. After all verifications have been made & turned-out satisfactory, bank can now
render decision & grant approval on the account.
PROCESS FLOW
6. Bank’s system will generate an approval notice to the dealer via email
& simultaneously sends a sms/text message to the customer.

7. Dealer through its SE will inform the customer of such approval &
prepare the necessary documents needed & corresponding payments to
be made.

Duration – approx.
2-3 days
Negative File Information Main data base used by banks &
System (NFIS)
includes information such as adverse
Bankers Association of the
Phils. (BAP)
findings on credit card with unpaid
balance cancelled by the issuing bank,
Credit Management
Association of the Phils.
court cases like Replevin, bouncing
(CMAP) check law/BP22, Sum of Money, etc.
Credit Investigation (CI) includes the following:
• Personal Verification Report (PVR) – residence checking, can be
done via tele but mostly ocular or field visit

• Employment Verification Report (EVR) – employment checking,

mostly done via tele/email confirmation or ocular (field visit)

• Business Verification Report (BVR) – business checking, normally

done via ocular or field visit to company’s address. Also includes
Trade Check from suppliers or customers.
1. Assist customer in paying reservation fee or
downpayment (online/cashier [cash/check])

2. Request signature of Branch Head in MMVSO

3. Accomplish record application at Otoleap

(Qualify Opportunity)

4. Submit customer requirements in advance to

Finance via email at least 3-days prior to
release. Copies submitted must be good as
bank's copy.
CUSTOMER’S APPLICATION STATUS UPDATE (SAMPLE TEMPLATE):
Good day! This is your Sales Executive, Juan Dela Cruz of Mitsubishi Motors. I would like to inform you that your bank has approved your loan
application for the Montero Sport GLS AT at 30% down payment.
You may now do the following:
1. For a hassle-free transaction on your release day, you may settle the total amount of ₱324,900 through bank deposit/cashier with the ff. details:
Breakdown of cost:
Down payment (30%): ____________
TPL: ________
Comprehensive Insurance: ________
TOTAL: ________
Bank: _______________
Account Name: _________________
Account Number: _______________
2. Prepare and send clear & colored scanned copies of the following bank requirements via email/viber/ messenger:
2.1. 2 Valid Primary IDs - Driver's License & Passport (1 ID per page, front & back)
2.2. Latest proof of billing (PDF/paperless billing or scanned copy). Name and address must be same as indicated in the credit application
2.3. Latest Certificate of Employment with Compensation (COEC) not more than 1 month old from date issued; must indicate salary, tenure, email of
contact person in company, etc.
2.4. Proof of income as follows:
2.4.1. Latest 3 consecutive months pay slip
2.4.2. Latest Income Tax Return (ITR) or BIR form 2316 with signature of principal and authorized person.
3. Prepare the original copy of all requirements and bring them on the day of the release.

Kindly inform me once all requirements are sent. Thank you!

If declined, SE must inform the customer
and start the refund process upon customer
request.

SE – Accounting – Refund in cash (on the

same day)/check (3 days)
 New
Normal

CHAPTER 7:
Vehicle Status
Communication
• Ask for customer's availability to
schedule release via email, SMS, or
NOTE: SE must print out and compile
chat. copies of bank requirements and other
necessary documents such as signed
• SE must prepare pull-out form and MMVSO in customer folder.
request signature of SM and Finance.
Once signatures are acquired, submit
form to Marketing Services Department
(MSD)/Sales Secretary.
Sample:
Pull-out Form

SE must prepare pull-out form

and request signature of SM and
Finance. Once signatures are
acquired, submit form to
Marketing Services Department
(MSD)/Sales Secretary.
 New
Normal

CHAPTER 8:
New Vehicle
Releasing
Procedure
REF. # SB-2021-03
Effectivity: Aug. 23, 2021
Process Flow
MSD/Sales Secretary
1. Check pull-out form with complete signature NOTE: This is done 2 days prior to the
2. Request unit to the stockyard via email. release schedule.

Dispatch
1. Conduct NVFIC on the allocated unit.
2. Conduct tint and stencil then sign NVFIC
3. Inform the MSD/ Sales Secretary if the unit is
ready.

MSD/Sales Secretary
3. Prepare and send daily list for the release to
all departments via email.
FINAL INSPECTION
REF. # SB-2021-02
Effectivity: Aug. 23, 2021

Final inspection of new vehicles must

be performed by the dealers before
releasing the vehicles to the customer.
1. To establish an efficient procedure to guide
Dealers in performing the final inspection on new
vehicles;
NOTE: The inspection shall be conducted
by a dedicated PDI technician employed
in the official manpower organization of
the Dealer.
DOCUMENT: New Vehicle Final Inspection
Checklist

2. To ensure that all vehicles released to

customers are in good operating condition.

3. To capture and address any discrepancy found

on vehicles before releasing to customers.
OLD FORM
New Vehicle
Inspection Checklist
Sample:
New Vehicle Inspection
Checklist

1. Interior
2. Left Side
3. Rear Side
4. Right Side
5. Front Side
PROCESS FLOW
DEALER PDI TECHNICIAN
STOCKYARD conduct
inspection

PROBLEM FOUND?
NO

YES

Report to dealer
service or
warranty
Deliver to dealer personnel
branch (NVFIC copy)
REMINDERS TO CUSTOMER
(SAMPLE TEMPLATE):
Good day from Mitsubishi Motors!

Please be reminded that your Montero Sport GLS AT (Medium Red) is scheduled for
release tomorrow (August 4 2021, Wednesday). Please arrive 10 minutes prior to
your scheduled time (9:00 AM) to ensure a smooth process.

Prepare the original copy of all requirements and bring them on the day of the
release.

Download the Mitsubishi Service Connect App for faster transaction.

Link for Android:

https://play.google.com/store/apps/details?id=com.mmpc.customer
For IOS: https://apps.apple.com/ph/app/mitsubishi-service-
connect/id1484297210

On the day of release, we highly suggest that you only bring a maximum of 2
companions only, in compliance to the current IATF guidelines to help prevent the
spread of COVID-19. Thank you.
 New
Normal

NEW VEHICLE
RELEASING
PROCEDURE

REF. # SB-2021-03
Effectivity: Aug. 23, 2021
Releasing Flow Chart
1. Welcoming 2. New Vehicle 3. Introduction of
Customer Releasing Checklist Mitsubishi Service Connect

Safety Protocols • Unit Viewing • Registration

• Social Distancing • Documentation • Booking of
• Proper PPE • Settle Payment appointment
• Greeting Form: Vow, • Service & Warranty
wave, nod. • NVDC
• Health Declaration Form
4. Demonstration
of Unit

Touch, feel and

Operate using NVDC.
1. WELCOMING CUSTOMERS
• Offer complimentary snacks,
refreshments and wifi to the
customer.

• Request the Security Guard at

Showroom to write customer's
arrival time in New Vehicle
Releasing Checklist

• Prepare customer folder and insert

all necessary documents.

Duration – approx.
5 mins
2. New Vehicle
Releasing Checklist

1. Unit Viewing
2. Documentation
3. Settle Payment
4. Service & Warranty
5. NVDC
6. Confirmation
• Invite customer for a “quick glance” of
the vehicle.

• Show the vehicle external body and

then invite the customer inside
showroom for documentation
process.

Duration –
approx. 5 mins
• Explanation of Vehicle Delivery Receipt
(VDR) / Vehicle Sales Invoice (VSI).

• Sign Promissory Note Chattel Mortgage

(PNCM) and settle payment (down
payment / full payment, Third-party
liability (TPL) process.

• Submit customer folder to the finance for

verification.

Duration – approx. 1 hr
29 mins
Duration- approx.
10 min.
• Fill-out the customer information in the warranty booklet
• Explanation of PMS & Warranty
• Explanation of MSC App (Registration and Booking)
• Explain Insurance Policy
• Explain LTO Registration Process

Duration – approx.
22 mins
Area of Interface Documentation Process

• LTO registration form filled and signed by customer

• Full payment
• LTO Registration Form • Explain and request understanding of the customer
by stating that the LTO registration and issuance of
• Valid ID (Issued by vehicle registration document is at the sole
VEHICLE Government) discretion of government. Explain the minimum and
REGISTRATION • Stencil maximum process time.
(LTO) • Certificate of stock report • Document preparation
• HP Clearance • Submit vehicle registration document to the
Government department
• TPL • Collect vehicle registration document from
Government office in (day/weeks/month)
LTO (OR/CR) PROCESS
-Assign 1 person in charge (PIC)
-Assign 1 LTO coordinator to organize and provide the list of
available ORCR and Plate Number to the PIC.
-The Sales Executive must give the contact number of the
PIC to the customer on the day of release.

The customer must be updated every 2 weeks regarding the

status of their ORCR/plate number availability through phone
call or text.
 If available:

“Good day! We’re glad to inform you that your ORCR /

LTO plate is already available and is ready for pick-up.
Please let us know your preferred date and time. Also,
don’t forget to bring at least 1 valid ID and your Vehicle
Sales Invoice when picking up your ORCR / LTO Plate for
verification purposes.
If you’re sending a representative to claim your ORCR /
LTO plate, please have him/her bring an authorization
letter signed by the registered owner, 1 valid ID of the
representative, a copy of a valid ID of the registered
owner and the Vehicle Sales Invoice.”
 If not available:

“We apologize for any inconvenience,

Ma’am/Sir. We regret to inform you that your
ORCR / LTO plate is not yet available. Rest
assured that we will keep you posted on
further updates.”
SAMPLE SALES INVOICE WITH STAMP
UPON ISSUANCE OF ORCR & PLATE
NUMBER):
3. Mitsubishi Service Connect
Mitsubishi Service Connect is a FREE mobile
application that can be used by customers
to book for service appointments with
authorized dealers.
NOTE: Customer must install the app
prior to the release.
Objectives
• To capture customers' accurate contact
information;
• To increase successful contact for PMS
reminders and other service campaigns;
and
• To provide tool for customers for easy
and convenient booking of service
appointments.
Book your
appointment in
5 easy steps

1. Install Mitsubishi Service

Connect to your
smartphone.

2. Sign-up your account. (via

Facebook or Google)

3. Log-in using your account.

4. Choose a dealership.

5. Book your appointment.

Touch, Feel & Operate –
approx. 11 mins
OLD FORM
New Vehicle
Delivery Checklist
• Confirm to customer if there are any pending items. If so, SE must list down the
pending items in the Confirmation portion of the New Vehicle Releasing.
• Show contact information of Sales CRO to customer
• Sign NVRC
• Provide customer a copy of the accomplished checklist.

Duration – approx.
5 mins

TOUCH, FEEL &

OPERATE. -11 mins
CEREMONIAL KEY
• Take photo of the customer with the
ceremonial key and the unit.
• Departure from the dealership.
• Request the Security Guard at the new
vehicle releasing area to write the
customer's departure time in the
checklist and then sign or put initials
beside the time.
• File a copy of the accomplished New
Vehicle Releasing Checklist in the
customer folder

Duration – approx.
5 mins

TOUCH, FEEL &

OPERATE. -11 mins
QR CODES
 New
Normal

CHAPTER 9:
After Sales
Follow-up
Contact
D= Day
Example:
Day = Monday
D+2= Wednesday

D+0 – SE sends D+1 – Branch/Sales D+2 – SE sends SMS to

“Congratulations” SMS Manager to send customer “Sir/Madam,
to customer after Congratulatory e-mail or happy to help if any
complete release. letter to the customer assistance required,
regards <SE name>

D+3 – Sales CRO should D+5 to 10 – SE call D+Special

call the customer & customer immediately occasion/launch of new
request feedback on after receiving OR/CR. model – SE calls
sales experience Clarify on insurance. customer on
satisfaction. Inquire and guide on 1st birthday/vehicle
free service booking. anniversary/festival/
model facelift/new
model launch
 New
Normal

CHAPTER 10:
Complaint
Management
 Direct Walk-In
at Showroom
1. Be professional &
resolve complaints to
the best of your ability.
From Mitsubishi After Sales and
Central Call Service follow-
Center up

Sources 2. Handle and control

of speedily to minimize
impact.
Complaint
E-mail &
Social Media
& Website
Letter to
Dealer 3. Serve as a media outlet
for customer to get
information about Mitsubishi
Telephone to or to complain
Dealer
Caring to retain
Customers
Handling of complaints should be
quick and satisfactory. Make sure
complaints are managed and
closed within the given time
period.
Sales CRO should act as a “single
window” to coordinate and close all
types of complaints
In case complaint is escalated to MMPC Head
Office, CSD (Customer Service Department) to
receive and assist
COMPLAINT & CLOSURE TIME
Late Delivery – 1 Day
SE Attitude / Honesty -1 Day
Insurance Policy – 2 Days
Bubbles in the tint – 2 Days
OR/ CR LTO – 7 Days
Incomplete Freebies – 7 Days
Miscalculation in Amortization
– 7 Days