Sales_Process guide

Honda EDGE 6.
0
Process Training Module
CUSTOMERS TODAY ARE
CHANGING
CUSTOMER LIFESTYLE IS
CHANGING
THE WAY THINGS ARE
BOUGHT IS CHANGING
THEN
NOW
THEN
NOW
THEN
NOW
• Changing car Buying Experience
CAR BUYING EXPERIENCE

IS ALSO CHANGING
89% 43%
Car buyers research Buyers are decided
online before going on the model before
to the dealership first Dealership Visit
Though the Industry has grown by 25%,

the dealer visits have dropped by 50% in
the last three years
The Opportunity to meet and create
an impression is shrinking
Car buying experience will be the

differentiator
ACTIVITY Vs
WHAT IS COMMON? WHAT IS DIFFERENT?
#1 #7
Better But
Than
Process Experience
Adherence
JD Power SSI 2017
Customer Journey
• Take opinion from
friends & family
FRIENDS/ FAMILY
RESEARCH TRANSACTION
• Seek info at Events
• Internet
• Call/ Walk-in
• Magazines • Seek Guidance
• Experience Product
• Seek Finance/ Trade-in
• Best Deal
• Memorable Delivery
Experience
• Post Sales Support
Customer Journey
Proactive Prospect • Take opinion from

SOP 1 Generation friends & family
SOP 2 Prospect Handling

Providing Genuine FRIENDS/ FAMILY
SOP 3 Assistance
SOP 4 Facilitating Purchase
Finding a Common
RESEARCH TRANSACTION
SOP 5 Ground
• Seek info at Events
• Internet
SOP 6 Follow-up • Call/ Walk-in
• Magazines • Seek Guidance
Vehicle Delivery • Experience Product
SOP 7 Management • Seek Finance/ Trade-in
• Best Deal
SOP 8 Taking Care • Memorable Delivery
Experience
• Post Sales Support
Challenge areas/ scope for
improvement in the customer
ACTIVITY
journey (Things which are in your
control)
EDGE 6.0
Redefined Process
The New EDGE: 4 Sections
Section Section Section Section
1 2 3 4
INTRODUCTION REDEFINED FEEDBACK & IT SUPPORT

PROCESS REVIEW TOOLS
1 2 3 4
1. Knowing Honda
2. Changing Trends in Automotive Industry
3. Understanding Customer Expectations
4. Customer Satisfaction
5. Organisation Chart

1 2 3 4
1. Enquiry Management
2. Proactive Prospect Generation
3. Prospect Handling
4. Providing Genuine Assistance
5. Facilitating Purchase
6. Finding a Common Ground
7. Follow-up
8. Vehicle Delivery Management
9. Taking Care
1 2 3 4
1. Feedback & Review Mechanism

1 2 3 4
1. SPEAR
2. SMAART
3. DSSI Dashboard
4. Facility Audit Dashboard
5. D’Lite
6. i-Training
7. Roadside Assistance Portal
8. Extended Warranty Portal
9. HDMPS (Honda Dealer Monthly Planning System)
10. Honda Assure
EDGE Section 2 – Redefined Process
Enquiry Management
Benefits:
1. Helps focus on all sources of enquiries

2. Helps focus on enquiry sources that yield better
result
3. Helps identify gaps in performance
4. Helps in taking performance improvement
actions
5. Helps in more efficient and effective follow-up of
enquiries
6. Helps in increasing instances of customer
referrals
7. Increases Sales
Enquiry Management – Classification of Enquiry
Intention to Purchase
Suspect Not Known
Hot C After 60 Days

Prospect Hot B 31 - 60 Days
Hot A Within 30 Days
Developed Ready to Sign Sales Contract
Closed Paid and taken Delivery

The EDGE 6.0 Sales Process
SOP 1 Proactive Prospect Generation
SOP 3 Providing Genuine Assistance
SOP 5 Finding a Common Ground
SOP 6 Follow-up
SOP 7 Vehicle Delivery Management
SOP 8 Taking Care

Symbols Used
Denotes a new process step
A script/ tool/ template is used


• Outdoor Events
SOP 2 Prospect Handling • UIO Contact (Tele Out)
• UIO Contact (CRE-
SOP 3 Providing Genuine Assistance Service / CAM)
• Customer Visit-Corporate
• Customer Visit-Individual
SOP 4 Facilitating Purchase (By SC)
• Auto Portal
SOP 6 Follow-up
SOP 8 Taking Care

SOP 1 – Proactive Prospect Generation
Outdoor Event Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Sales Manager Team Leader
Sales Consultant Tele Marketing

Executive
Providing
& KPIs
Going
Experience Beyond
• Create a monthly Marketing Activity Plan

• Identify potential markets / malls / RWA* / venue
• Plan the event calendar for the next month by 25th of
current month
• Ensure enablers like Display Cards, POP Material, are
in place
• Review enquires generated in SMAART
Reviewer
Sales Manager CEO/ Business Head
Providing
& KPIs
Going
Experience Beyond
• Open the Event ID in D’Lite

• Coordinate with all role holders for event planning
• Coordinate with Event Management Agency for related
activities
• Ensure the event setup is as per HARP guidelines
• Ensure follow-up of all enquiries generated
Reviewer
Team Leader Sales Manager
Providing
& KPIs
Going
Experience Beyond
• From D’Lite compile all enquiries of last 6 months

• Invite all prospects to the event
Reviewer
Tele Marketing Executive Sales Quality Manager
Providing
& KPIs
Going
Experience Beyond
• On the event day, demonstrate the vehicle to the

prospects
• Open enquiry in SPEAR for all prospects
Reviewer
Sales Consultant Sales Manager
Providing
& KPIs
Going
Experience Beyond
• Greet every customer with a Smile and Namaskar

• Offer your business card with Both Hands
• Be Enthusiastic while talking to customers and
demonstrating vehicle
Providing
& KPIs
Going
Experience Beyond
• Budget the event accurately

• Research market carefully, check efficacy, if past events conducted
Right Way
• Having Plan B as contingency

• Adequate manpower as per expected footfall / hiring event management company, if
required including drivers
• Equipped with brochures, pricelist, freebies, enquiry register, standees, POP, TD cars
• Take necessary permission in advance from concerned authority in written
• Record all leads in file and ensure the same are entered in SPEAR portal
• Planning without estimating Budget

Wrong Way
• Conducting events without proper research of market & customer footfall

• Not having a contingency plan in case of adverse weather condition / security issues etc.
• Inadequate staff on hand
• Inadequate number of brochures, pricelist, freebies to be given in event
• Not having prior permission from concerned authority
• Not recording the leads in SPEAR from file
Providing
& KPIs
Going
Experience Beyond
• Plan the event calendar for the next month

with days / dates by 25th of current month Sales Manager
Sales Manager
• Event set-up as per HARP Guidelines

Team Leader
• Open enquiry in SPEAR for all prospects met

Sales Consultant
Providing
& KPIs
Going
Experience Beyond
A customer is accompanied by an elderly person and it is

ACTIVITY quite hot at the event area?
Offer the elderly person own seat under

the canopy along with water

• Outdoor Events
• Auto Portal
SOP 6 Follow-up
SOP 8 Taking Care

UIO Contact Providing Going
(Tele Out) Role Holders Responsibility
Experience
& KPIs
Beyond
Sales Manager Tele Marketing Executive

Experience
& KPIs
Beyond
• Identify target profile from active UIO data of workshop

• Forward to Tele Marketing Executive
• Access portal and assign leads to Sales Consultant
Reviewer
Experience
& KPIs
Beyond
• Call as per Tele out script

• For interested prospects, create a lead in SPEAR
Portal
• Inform Sales Manager on count of leads generated
Reviewer
Tele Marketing Executive Sales Manager, Sales Quality Manager
Experience
& KPIs
Beyond
• Greet every customer with a Namaskar

• Referring to every customer as Esteemed
Customers
• Genuinely Smile while talking to customers
Role Holders Responsibility & KPIs
(Tele Out) Experience Beyond
Right Way
• Check again with people who have said “No” in the past
• Be well informed and updated with basic relevant information
• Listen patiently to the prospect and then responding
Wrong Way
• Not checking again with people who have said “No” in the past
• To put prospect on hold for seeking basic information
• Getting impatient and interrupting prospect
• Tele out script to be followed for 100% of the calls
• Create a lead for all interested prospects in SPEAR Portal
Tele Marketing Executive

You have contacted a UIO and he is seemingly unhappy

ACTIVITY with his Honda car
Offer to help by understanding the concern and

connecting to the right department.
Stay in touch with the customer till the time the
issue is resolved and customer is happy.

• Outdoor Events
• Auto Portal
SOP 6 Follow-up
SOP 8 Taking Care

CRE-Service/CAM Role Holders Responsibility
Experience
& KPIs
Beyond
Sales Manager CRE-Service/ CAM

Experience
& KPIs
Beyond
• Ensure that information regarding new launches,

MMC, promotional schemes are passed to the CRE
(Service) / CAM
• Assign the lead to Sales Consultant in SPEAR
Reviewer
Experience
& KPIs
Beyond
• Call the customers and provide information on new

launches, MMC etc.
• Identify satisfied customers during Post Service follow
up
• Call satisfied customers (rating of 9 & 10) and ask for
referral / repurchase
• If prospect is interested, generate lead in SPEAR
portal
Reviewer
CRE – Service/ CAM Sales Manager/ SQM/ CRM Service
Experience
& KPIs
Beyond

• Referring to every customer as Esteemed
Customers
CRE-Service/CAM Role Holders Responsibility & KPIs
Experience Beyond
Right Way
• Be well informed and updated with basic relevant information

• Listen patiently to the prospect and then responding
Wrong Way
• To put prospect on hold for seeking basic information

• Getting impatient and interrupting prospect
Experience Beyond
• UIO Contact – Service script to be followed for 100% of

the calls
• Create a lead for all interested prospects in SPEAR

Portal under “UIO Repurchase”
CRE – Service/ CAM
Experience Beyond
During calling, a customer agrees to meet for Re-

ACTIVITY purchase. He is in a hurry. The lead has been forwarded to
you.
Reach the meeting place within one hour

along with Auto Terrace Buyer and test
drive car

• Outdoor Events
• Auto Portal
SOP 6 Follow-up
SOP 8 Taking Care

Customer Visit- Providing Going
Corporate Role Holders Responsibility
Experience
& KPIs
Beyond
Corporate Sales Manager/ TL Sales Consultant

Experience
& KPIs
Beyond
• Identify corporates
• Identify key decision makers and fix appointments
• Accompany Sales Consultant in follow-up meetings (if
required)
Reviewer
Corporate Sales Manager/ TL CEO/ Business Head
Experience
& KPIs
Beyond
• Call the decision maker

• Identify end users / prospects, open enquiry in SPEAR
• Schedule follow-up meetings and follow sales process
Reviewer
Sales Consultant CEO/ Business Head
Experience
& KPIs
Beyond

• Be Enthusiastic while talking to customers
Corporate Role Holders Responsibility & KPIs
Experience Beyond
Right Way
• Be in regular touch with corporates, maintain relationships & update them on monthly
schemes
• Identify corporate key decision makers and propose a corporate proposal
Wrong Way
• Meeting the corporates only when requirement arises

• To connect with corporate without any corporate proposal
Experience Beyond
• Create a lead for 100% of prospects in SPEAR Portal
Sales Consultant
Experience Beyond
You are trying to fix an appointment, the contact person at

ACTIVITY the corporate is busy with work but is desperately wanting
to meet.
Offer to meet on a Sunday or on

weekdays late in the evening or early in
the morning.

• Outdoor Events
• Auto Portal
SOP 6 Follow-up
SOP 8 Taking Care

Individual (By SC) Role Holders Responsibility
Experience
& KPIs
Beyond
Sales Manager Sales Consultant Team Leader

Experience
& KPIs
Beyond
• Identify prospects to be visited during MMC / FMC /

specific schemes/ festivals etc.
• Ensure follow-up and review of each enquiry
generated
Reviewer
Experience
& KPIs
Beyond
• Fix appointments, meet the prospect and open enquiry

in SPEAR
• Schedule follow up meetings and update in SPEAR
Reviewer
Experience
& KPIs
Beyond
• Accompany Sales Consultant in follow-up meetings (if

required)
Reviewer
Experience
& KPIs
Beyond

Individual (By SC) Role Holders Responsibility & KPIs
Experience Beyond
Right Way
• Ensure entry & follow-up of each enquiry in SPEAR

• Schedule follow up meetings and meet as per customer convenience
Wrong Way
• Note down enquiry in a note book and not using SPEAR

• Visit prospect for meeting randomly
Experience Beyond
• Create a lead for all 100% of prospects in SPEAR Portal
• 100% follow-up and review of each lead / enquiry

generated in SPEAR
Sales Manager
Experience Beyond
The Customer is convinced with the car. He wants his

ACTIVITY family also to have a look at the car, but he does not have
time.
Offer to take the car to his home and take

his family on a short ride in the preferred
MTOC.

• Outdoor Events
• Auto Portal
SOP 6 Follow-up
SOP 8 Taking Care

Auto Portal Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond

Providing
& KPIs
Going
Experience Beyond
• Check email from Auto Portal / Dashboard every 2

hours
If, Pre-qualification of lead is done by Auto Portal Agency

then,
• Check whether the enquiry is existing or new (through

SPEAR portal)
• If existing enquiry, then provide information to the
assigned SC
• In case of new enquiry, enter in SPEAR Portal, inform
Sales Manager
Reviewer
continued...
Providing
& KPIs
Going
Experience Beyond
If, Pre-qualification of lead is NOT done by Auto Portal

Agency then,

SPEAR portal)
assigned SC
• In case of new enquiry, Acknowledge and respond to
enquiry within 3 hours
• If lead qualifies as a genuine enquiry, inform Sales
Manager (Create lead in SPEAR Portal)
Reviewer
Providing
& KPIs
Going
Experience Beyond

Providing
& KPIs
Going
Experience Beyond
Right Way
• Check and respond to all leads within 3 working hours

• Checking Auto Portal Dashboard regularly
• Checking the existence of enquiries in SPEAR to avoid duplicity
• Prequalify the lead within 3 working hours to ensure it is genuine
Wrong Way
• Not checking emails and web enquiries regularly

• Not checking Auto Portal Dashboard regularly
• Not checking the existing enquiries in SPEAR to avoid duplicity
• Not pre qualifying a lead (If not pre qualified by Auto Portal Agency) before entering in
SPEAR
Providing
& KPIs
Going
Experience Beyond
• Check email from Auto Portal / Dashboard every 2 hours
• Check whether the enquiry is existing or new in 100% cases
• In case of new enquiry enter in SPEAR Portal in 100% cases
• In case of new enquiry respond within 3 hours

Providing
& KPIs
Going
Experience Beyond
Can You Think of a Scenario?

ACTIVITY

• Outdoor Events
• Auto Portal
SOP 6 Follow-up
SOP 8 Taking Care


• Walk-In
SOP 3 Providing Genuine Assistance • Tele-In
• Web-In
SOP 6 Follow-up
SOP 8 Taking Care

SOP 2 – Prospect Handling
Walk-In Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Security Personnel Showroom Hostess
Pantry Boy Sales Consultant

Providing
& KPIs
Going
Experience Beyond
• Greet by saying "Namaskar" with smile

• Assist in parking/ provide Valet Parking
• Guide to the Showroom Entrance
• Escort with an Umbrella, in case of rain / sunny day
• Open the Showroom Door and guide him / her
towards Reception
• Assist in exiting from parking
• See-off with "Namaskar"
Reviewer
Security Personnel Admin Manager
Providing
& KPIs
Going
Experience Beyond
• Welcome at the Showroom Door with a smile and

saying “Namaskar”
• Enquire the purpose of visit politely
• Escort to Customer Lounge and inform Pantry Boy for
water & refreshments
• Note details in Walk-in Register
• Open PIN Card, inform SC
Reviewer
Showroom Hostess Sales Quality Manager
Providing
& KPIs
Going
Experience Beyond
• Greet with a smile and saying "Namaskar”

• Offer water, present the Menu Card & note down
requirement in a notepad
• Serve refreshments as per the choice
Reviewer
Pantry Boy Sales Manager, Admin Manager
Providing
& KPIs
Going
Experience Beyond
Whenever there is an Eye Contact with anyone, you

must say Namaskar!
• Greet the Prospect with a smile and saying
"Namaskar”
• Present “Visiting Card” with both hands
• Recheck with Prospect for refreshments
• Guide the Prospect to the Discussion Table / Room
• Start with small talks and need identification questions
• Note down details in PIN Card and update in SPEAR
Let’s NAMASKAR
Practice!
Reviewer
Sales Consultant Team Leader, Sales Manager
Small Talk
Some Examples:
• Hope it was easy for you to find the dealership?
• Have you been to the dealership before?
• Trust you were easily able to find a place to park your car?
• It's getting very hot / cold these days (something about the weather)
• Do you stay nearby?
• You could have called the dealership and I would have come over.
• Because of traffic it is becoming difficult to travel without a safe car.
Let’s
Practice!
Providing
& KPIs
Going
Experience Beyond
Security Personnel
• Greet the Customer with a Smile and saying Namaskar

• Providing assistance in parking/Valet parking
• Escort the prospect with an Umbrella, in case of rain/ sunny day
• Open the Showroom Door for the prospect
• Facilitate exit of customer car through the facility in case of any car
movement / traffic
Providing
& KPIs
Going
Experience Beyond
Showroom Hostess
• Welcome the prospect at the Showroom Door with a Smile and

saying Namaskar
• Enquire the purpose of visit Politely
• All staff members saying Namaskar
Providing
& KPIs
Going
Experience Beyond
Pantry Boy
• Greet the prospect with a Smile and saying Namaskar

• Giving options of beverages to choose from using the Menu Card
Providing
& KPIs
Going
Experience Beyond
Sales Consultant

• Present visiting card with Both Hands
• Recheck with the Prospect for refreshments
• Initiate Small Talks
Providing
& KPIs
Going
Experience Beyond
Right Way
• Proactively meeting prospect at the showroom door

• Escort the prospect to the exit gate of the dealership while leaving
Professional Ethics
• Pay undivided attention to the customer (SC & SH)

Wrong Way
• Meeting customer only after he has entered dealership (SH)

• Leaving customer on the table after conversation (SC)
• Speaking over phone while talking with customer (SC & SH)
Providing
& KPIs
Going
Experience Beyond
Right Way
Exchanging Visiting Card
• Carrying neat & clean visiting card in card holder

• Handover Visiting Card to the prospect by holding it from top corners with both hands
(Name facing the Receiver )
Wrong Way
• Carrying Visiting Cards in wallet or back pocket

• Presenting the visiting card by one hand
Providing
& KPIs
Going
Experience Beyond
Right Way
• Asking informal question to make customers feel comfortable (SC)

• Listen actively and show empathy towards customer’s response (SC)
Trust Building
Wrong Way
• Asking purpose of visit immediately (SH)

• Irrelevant questions for the sake of asking / too much of discussion which is of no use for
customer or Sales Consultant (SC)
Providing
& KPIs
Going
Experience Beyond
• 100% entry of basic prospect details in Walk-In Register
• 100% opening of PIN Card

Sales Manager
Showroom Hostess
• Presenting Menu to all customers
• Noting requirement in a Notepad 100% times

Pantry Boy
• Noting down basic details in PIN Card and

updating details in SPEAR for all prospects met
Sales Consultant
Providing
& KPIs
Going
Experience Beyond
Customer is coughing and it is winter season
ACTIVITY
While the customer is looking at the menu,
offer hot water first
An Old customer is walking in with lot of shopping bags in

the hand.
Quickly approach the customer, offer to

carry the bags to the lounge area

• Walk-In
• Web-In
SOP 6 Follow-up
SOP 8 Taking Care

Tele-In Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Tele Marketing Executive Sales Consultant

Providing
& KPIs
Going
Experience Beyond
• Attend calls within 3 rings and greet in an enthusiastic

manner with smile and say “Namaskar”
• Collect basic details, and enter in Tele-In register
• If detailed information required, check SC's availability
• If SC is not available, assure a call back as per their
convenient time
• Check if enquiry is existing or new (SPEAR Web
Portal). If new, enter basic details & inform to SM for
allocation to SC
Reviewer
Providing
& KPIs
Going
Experience Beyond
• Greet in an enthusiastic manner with smile and

“Namaskar”
• Provide all required information
• Fix up an appointment for Test Drive / Home Visit /
Demonstration
• Update enquiry in SPEAR
Reviewer
Sales Consultant Sales Manager, Sales Quality Manager
Providing
& KPIs
Going
Experience Beyond

• Be Enthusiastic while speaking with the prospect
Providing
& KPIs
Going
Experience Beyond
• TME: In case of any ambiguity, seek time & revert back

Right Way
• SC calls the customer in stipulated time

• SC: Understand customer need & requirements
• SC: Suggest 2 to 3 appropriate model-variants meeting customer needs/ requirements
• Information transferred from TME to SC should be seem less. The SC should start the
conversation with the customer from where the TME left
Wrong Way
• TME: Giving incomplete information to the prospect

• SC does not call the customer within 10 minutes
• SC: Not having relevant details in hand
• TME not giving proper information/ handover to SC thereby SC starting the conversation
from beginning
Providing
& KPIs
Going
Experience Beyond
• Update 100% enquiries in SPEAR
• Time between Tele-In Enquiry and Sales Consultant making a call

back to the prospect should not be more than 10 minutes
• Attend calls within 1 ring and maximum 3 rings
• 100% entry of basic prospect details in Tele-In Register

Providing
& KPIs
Going
Experience Beyond
After information has been given to the customer, he has

ACTIVITY agreed to come to the showroom
Give your direct number and inform the

customer to call in case any directional
guidance is required

• Walk-In
• Web-In
SOP 6 Follow-up
SOP 8 Taking Care

Web-In Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Tele Marketing Executive Sales Consultant

Providing
& KPIs
Going
Experience Beyond
• Check Emails and Web enquiries every 2 hours

• Acknowledge and respond within 3 working hours
SPEAR portal)*
assigned SC
• In case of new enquiry, inform Sales Manager and
handover to designated SC (create lead in SPEAR)
Reviewer
Tele Marketing Executive Sales Quality Manager
Providing
& KPIs
Going
Experience Beyond
• Fix up a meeting for further discussion

• Update details in SPEAR
Reviewer
Providing
& KPIs
Going
Experience Beyond

• Be Enthusiastic while speaking with the prospect
Providing
& KPIs
Going
Experience Beyond
Right Way
• Check and respond to all email / web enquiries within 3 working hours
• Checking the existing enquiry in SPEAR to avoid duplicity
Wrong Way
• Not checking emails and web enquiries regularly

• Not checking the existing enquiry in SPEAR to avoid duplicity
Providing
& KPIs
Going
Experience Beyond
• 100% updation of prospect details in SPEAR
• Time between Tele-In Enquiry and Sales Consultant making a call

back to the prospect should not be more than 10 minutes
• Check E-mails and Web Enquiries every 2 hours

• Acknowledge and respond to email /web enquiries within 3
working hours
Providing
& KPIs
Going
Experience Beyond
After information has been given to the customer, he has

ACTIVITY agreed to come to the showroom
Write your direct number in mail and

inform the customer to call in case any
directional guidance is required

• Walk-In
• Web-In
SOP 6 Follow-up
SOP 8 Taking Care


• Need Identification
SOP 4 Facilitating Purchase • Static Demonstration
• Test Drive
SOP 6 Follow-up
SOP 8 Taking Care

SOP 3 – Providing Genuine Assistance
Need Identification Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Sales Consultant
Providing
& KPIs
Going
Experience Beyond
• Start conversation with informal talks to build trust

• Understand the needs through buying triggers by
asking open ended questions & benefit statements
• Ask for interest in exchanging existing car & finance
requirement
Continued…
Reviewer
Providing
& KPIs
Going
Experience Beyond
If, in case prospect is interested in exchange and got his

car, call AT buyer and handover key for evaluation. Else
take appointment for home evaluation of existing car
• Summarize the needs & accordingly suggest a

model / variant (Justify your recommendation)
• Escort to the selected car for a showcase & walk-
around
• In case not displayed in the showroom, escort to the
Video Wall (under development) and show the model /
variant on TV screen using SPEAR App
Reviewer
Need Analysis
Some Questions:
• Who would be the main user of the new car?
▪ Who else would drive the car?
• What are the main reasons of buying the car?
• Which vehicle are you presently driving?
▪ Do you plan to retain the existing car?
▪ Would you like to use the dealership’s car exchange facility?
• What would be the typical usage of the car during weekdays and on weekends?
• By when do you want to take delivery of your new car?
• Would you like us to arrange car finance facility for you?
Need Analysis
Technique:
• Do not ask Need Analysis questions, as if it is an interrogation
• Never keep pin card or enquiry page in SPEAR, in front of you to ask Need Analysis
questions and noting them simultaneously
• Need Analysis is like a chat and should be done in the most natural way
• Make a mental note of all the critical points mentioned by the customer
• At the end of discussion, re-state the critical points to get a re-confirmation from the customer
and to check if he has missed out some important customer requirements
• Questions should be open ended (i.e. Response should not be Yes or No)
Let’s
Practice!
Providing
& KPIs
Going
Experience Beyond
• Start the conversation with informal talks for building trust

Providing
& KPIs
Going
Experience Beyond
Right Way
• Asking relevant question in polite and humble manner to understand the needs (Sample
given in tool and enablers)
Asking Questions
• Asking only relevant information with which you can co-relate the MTOC requirement
Wrong Way
• Directly asking about the product, prospect wants

• Asking too many personal questions on family, marriage etc.
Providing
& KPIs
Going
Experience Beyond
Right Way
• Summarizing the needs and requirements of customers, get a consensus from customer
that all his needs are correctly captured and then suggest suitable vehicle / variant
Offer Solution
Wrong Way
• Directly suggesting a vehicle

Providing
& KPIs
Going
Experience Beyond
• Conduct need analysis for 100% of customers
• Ask for interest in exchanging existing car from all customers
Sales Consultant
Providing
& KPIs
Going
Experience Beyond
ACTIVITY Can You Think of a Scenario?


• Test Drive
SOP 6 Follow-up
SOP 8 Taking Care

Static Providing Going
Demonstration Role Holders Responsibility
Experience
& KPIs
Beyond
Sales Consultant
Experience
& KPIs
Beyond
• Demonstrate the vehicle using six position walk around

• Use FABE technique
• Emphasize on features identified as buying triggers
• Encourage to experience the features
• Persuade to take a Test Drive by saying "Let's go for a
Test Drive" (Instead of asking - “Would you like to take
a Test Drive”)
• If interested, schedule the Test Drive using SPEAR
If Car is not ready or prospect is not agreeing to take a TD, request
for a suitable date, location and time
• Proceed with Test Drive
Reviewer
Sales Consultant Sales Manager, Exclusive Dealer Trainer
Experience
& KPIs
Beyond
• Encourage the prospects to Experience the features

talked about
• Persuade the customer to take a test drive
"Let's go for a Test Drive"
Demonstration Role Holders Responsibility & KPIs
Experience Beyond
Right Way
• Follow 6-position walk around (7-position for BR-V)

• Map the vehicle features in each position with customer requirement captured during
need analysis
• Display car to be kept clean and seats to be aligned with each other
Wrong Way
• Following random Product walk around

• Highlighting irrelevant features or every little feature
• Display car is not clean and seats are not aligned (as per Honda Standard)
Experience Beyond
• Conduct a 6 Position/ 7 position walk-around Demo for all

prospects
• Offer test drive to 100% prospects
• Schedule all test drives using SPEAR

Sales Consultant
Experience Beyond
ACTIVITY
You are demonstrating to a really tall customer
While requesting the customer to sit inside

the car slide the seat to create maximum
space for easy ingress and egress

• Test Drive
SOP 6 Follow-up
SOP 8 Taking Care

Test Drive Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Sales Consultant Sales Quality Manager

Providing
& KPIs
Going
Experience Beyond
• Check the type of Test Drive Route. Give options of 2

km/ 10 mins, 3.5 km/ 15-20 mins, 8 km/ 20-35 mins
• Park the Test Drive Car with AC On in front of the
showroom gate
• Validate the Driving Licence & take a photocopy
• Get the TD Declaration Form signed. Having scheduled
the Test Drive in SPEAR, print the boarding pass using
SPEAR
• Escort to the TD Car & handover Boarding Pass
• Invite to the Driver Seat (Make necessary adjustments)
• Offer refreshments (already placed in car)
Continued…
Reviewer
Providing
& KPIs
Going
Experience Beyond
• Show Test Drive Route Map chosen in Laminated

sheet & explain the same
• Hand over boarding pass to Security Guard
• Complete TD & take feedback
• After finishing the TD, escort back to showroom, offer
Seat & Refreshment
• Re-check if he requires an additional Test Drive at
home
• Plan Test Drive at home as per requirement
Reviewer
Providing
& KPIs
Going
Experience Beyond
• At the end of day, validate Test Drives punched in

SPEAR with physical Gate Passes handed over to
Security Guard
Reviewer
Sales Quality Manager Team Leader, Sales Manager
Providing
& KPIs
Going
Experience Beyond
• Giving Options of TD Routes ranging from 3 km to 10 km

• Handing over the Boarding Pass to customer instead of a
manually filled gate pass
• Offering Refreshments to the prospect in the car (water
bottle/ mint etc)
Providing
& KPIs
Going
Experience Beyond
• Persuading the prospect to take a Test Drive by saying “Sir/Mam, let's go for test drive”
Right Way
• SC or Driver to get the car out of the parking

• SC should explain route map and time taken for TD
• Explaining all relevant points during TD as per process
• TD Car to have adequate fuel for tension free drive
Wrong Way
• Directly asking the prospect if he/she wants a test drive

• Giving the keys to customer to drive out from the parking
• Starting the TD without any agenda or route plan
• Talking too much or too less during TD
• TD Car has low fuel with yellow light blinking
Providing
& KPIs
Going
Experience Beyond
• Ensure the Test Drive Car is in excellent condition
• Validate Driving Licence & take a photocopy for 100% Test Drives
• TD Declaration Form signed for 100% Test Drives
• Print Boarding Pass using SPEAR for 100% Test Drives
Sales Consultant • Take feedback after 100% Test Drives

Providing
& KPIs
Going
Experience Beyond
ACTIVITY
Customer has just come back from the Test Drive
Offer refreshments as soon as the

customer settles down, especially to
accompanying children

• Test Drive
SOP 6 Follow-up
SOP 8 Taking Care


• Trade-In
SOP 5 Finding a Common Ground • Finance Plan
• Value Added Service
SOP 6 Follow-up
SOP 8 Taking Care

SOP 4 – Facilitating Purchase
Trade-In Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Sales Consultant Auto Terrace Buyer

Providing
& KPIs
Going
Experience Beyond
• Offer a spot Evaluation of the existing Car in case of

Replacement Buyer*
• Introduce to Auto Terrace Buyer (If the car is not
available, fix up alternate time/ location)**
• Propose a Win-Win deal in 4 Square Matrix through
SPEAR
• Understand finance needs and continue with the sales
process
*If prospect is not interested in Trade-in, continue with the Sales

Process
**Use H-Xchange application to give a ballpark buying price and EMI range
Reviewer
Sales Consultant Sales Manager, Team Leader, AT Manager
Providing
& KPIs
Going
Experience Beyond
• Greet by saying “Namaskar”

• Validate details for existing car. Ask for keys &
permission for a Road Test. Check for any valuables in
the car
• Evaluate the existing car & handover the quotation to
SC (Use Car Evaluation Checklist & Depreciation
Chart)
• If Prospect agrees, get all required documents signed
• Coordinate with SC for delivery of existing car
Reviewer
Auto Terrace Buyer Sales Manager, Team Leader, AT Manager
Providing
& KPIs
Going
Experience Beyond

• Proposing a win-win deal using 4 square matrix
Providing
& KPIs
Going
Experience Beyond
Right Way
• AT Buyer gives the price to SC and SC gives the package deal to customer through 4
square method
• Giving exact price for the existing car after Evaluation
• Using all tools like Evaluation document, Depreciation chart etc. as per Honda guidelines
Wrong Way
• AT Buyer giving the price of existing car directly to the customer

• Giving tentative price for existing car without evaluation
• Not using Evaluation Sheet as per process
Providing
& KPIs
Going
Experience Beyond
• Offer exchange facility to all replacement buyers
• 100% proposal in 4 Square Matrix using SPEAR
• Ask for permission for road test from all customers

• Evaluate all cars using Car Evaluation Checklist and
Depreciation Chart
Auto Terrace Buyer
Providing
& KPIs
Going
Experience Beyond
ACTIVITY
You have come out for evaluation along with customer, it is
extremely hot and sunny.
Offer water and an umbrella to the

customer

• Trade-In
SOP 6 Follow-up
SOP 8 Taking Care

Finance Plan Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Sales Consultant Retail Finance Manager

Providing
& KPIs
Going
Experience Beyond
• Understand finance needs

• Check the credentials (Employment / Business,
Earnings, Eligibility etc)
• Basis above, suggest suitable financers and plans
• Suggest EMI / Tenure as per requirement
• Explain the documents required with Terms &
Conditions as per finance checklist
• Collect the documents as per prospect’s convenience
• Handover the documents to Retail Finance Manager
Reviewer
Sales Consultant Team Leader
Providing
& KPIs
Going
Experience Beyond
• Coordinate with Bank / Financer for approval & keep

the SC informed on the status
Reviewer
Retail Finance Manager Team Leader
Providing
& KPIs
Going
Experience Beyond
• Suggest EMI and Tenure which suits the customer and his
needs
Providing
& KPIs
Going
Experience Beyond
Right Way
• Asking questions relevant to finance only in polite manner (as mention below)
• Giving detailed explanation of the terms & conditions and other relevant information
related to finance
• Use finance document checklist to arrive at all necessary documents needed to process
finance
Wrong Way
• Asking too many personal details, not relevant to finance

• Not explaining terms & conditions in detail and hiding information which is important for
the prospect to know before finalising the finance
• Missing out on necessary documentation for finance processing
Providing
& KPIs
Going
Experience Beyond
• Offer finance pro-actively to 100% customers
Sales Consultant
Providing
& KPIs
Going
Experience Beyond
ACTIVITY
Customer has needs to collect loan documents from 2 or 3
different places
Offer to collect those documents on his

behalf

• Trade-In
SOP 6 Follow-up
SOP 8 Taking Care

Value Added Providing Going
Service Role Holders Responsibility
Experience
& KPIs
Beyond
Sales Consultant
Experience
& KPIs
Beyond
• Educate about Honda Assure

• Educate about Honda Car Road Side Assistance
(RSA), Extended Warranty (EW)
• Explain Honda Care Maintenance Package (HCMP)
• Educate about Honda Connect
• Provide pricing for various Value Added Services
through SPEAR
Reviewer
Experience
& KPIs
Beyond
• Educating the customer on benefits of Honda Assure

(rather than saying it is mandatory)
Service Role Holders Responsibility & KPIs
Experience Beyond
Right Way
• Offer options of all nationalised as well as private insurance companies under Honda
Assure
• Explaining all Value Added Services and their benefits to the prospect in detail
Wrong Way
• Pushing the customer for a specific Insurance Company under Assure

• Not explaining the benefits of various Value Added Services
Experience Beyond
• Explain the benefits of all Value Added services to 100%

customers
Sales Consultant
Experience Beyond
ACTIVITY

• Trade-In
SOP 6 Follow-up
SOP 8 Taking Care


• Deal Closing
SOP 6 Follow-up • Sales Contract
SOP 8 Taking Care

SOP 5 – Finding a Common Ground
Deal Closing Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Sales Consultant
Providing
& KPIs
Going
Experience Beyond
• Offer an attractively packaged & customised deal (Use

4 Square Tool)
• Explain Honda core DNA and product USP’s / merits
• Lead to deal closure & ask remaining details to book
the car
• Once customer agrees, confirm MTOC of the Car and
check its availability from Sales Manager
• Show the accessorised look of the car on the Video
Wall (if available). Escort to the Accessories section
• Offer Essential Kit and Accessories with prices
• Educate about time required for accessory fitment
Reviewer
Providing
& KPIs
Going
Experience Beyond
• Showcasing the accessorised look of the car on Video

Wall (helping customer decide)
Providing
& KPIs
Going
Experience Beyond
• Explain process for

Right Way
1. Available Cars
2. Cars available only on bookings due to new launches
• Checking availability of accessories before committing and educating the customer about
estimated fitment time
• Pressure free environment yet politely persuading for contracting
Wrong Way
• Committing unreasonable delivery date to close the deal

• Promising accessories without confirming availability and fitment time
• Undue pressure on customer for on the spot contracting
Providing
& KPIs
Going
Experience Beyond
• Use 4 Square Matrix to offer package and deals

• Educating 100% of customers about the estimated accessory
fitment time
Sales Consultant
Providing
& KPIs
Going
Experience Beyond
ACTIVITY
You have made an offer, Customer is looking at the details
and is not decided yet
Offer to leave the table so that he can discuss

with accompanying members
If accompanied by children, offer to engage
them

• Deal Closing
SOP 8 Taking Care

Sales Contract Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Customer Relationship
Sales Consultant
Executive
Providing
& KPIs
Going
Experience Beyond
• Generate the pro-forma in SPEAR

• Create contract for the preferred quote in SPEAR (get
the same approved from the Sales Manager)
• Explain all commitments mentioned in the Sales
Contract along with tentative date of delivery
• Get the documents in Welcome Docket signed by the
customer
• Collect required documents. Escort to billing counter
for payment & receipts.
continued…
Reviewer
Providing
& KPIs
Going
Experience Beyond
• Give the original Welcome Docket to customer and

keep dealership copies for record
• Introduce Honda Connect App and explain its benefits
• Explain about Delivery Process (as per Delivery Time
Monitoring Sheet / Process & Time Chart and take
down specific request (if any)
Reviewer
Providing
& KPIs
Going
Experience Beyond
• Make a Post Contract Follow up call the next day
Reviewer
Customer Relationship Executive Sales Quality Manager
Providing
& KPIs
Going
Experience Beyond
• Escorting the customer to the billing counter for

payments and receipts
• Explain the Welcome Docket to keep the customer in
sync

Providing
& KPIs
Going
Experience Beyond
Right Way
• Fill all relevant details in the Welcome Docket and get the same signed by customer
• Any thing committed to be mentioned in the contract form
Wrong Way
• Filling incomplete details in Welcome Docket and Contract Form

• Committing anything verbally which is not mentioned in the contract form
Providing
& KPIs
Going
Experience Beyond
• Generate proforma in SPEAR 100% of the times
• Get Welcome Docket signed by the customer for 100% contracts
• Calls to 100% of customers a day after contract
Executive
Providing
& KPIs
Going
Experience Beyond
ACTIVITY

• Deal Closing
SOP 8 Taking Care

SOP 6 Follow-up
• Sales Follow-up
SOP 7 Vehicle Delivery Management • Post Visit / Post Tele-in /
Post Contract Follow-Up
SOP 8 Taking Care
SOP 6 – Follow-up
Sales Follow-up Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Tele Marketing Sales Manager

Executive
SOP 6 – Follow-up
Providing
& KPIs
Going
Experience Beyond
• Open follow ups for the day through SPEAR and call
the prospects through the Call button in SPEAR App
only
• Update the follow up remarks in SPEAR and define the
next action
Reviewer
Sales Consultant Sales Manager, Team Leader
SOP 6 – Follow-up
Providing
& KPIs
Going
Experience Beyond
• Review the follow ups done by the Sales Consultant

and suggest countermeasures
Reviewer
SOP 6 – Follow-up
Providing
& KPIs
Going
Experience Beyond
• Make call for Lost Sales Analysis and as per the script
Reviewer
Tele Marketing Executive Sales Manager, Team Leader
SOP 6 – Follow-up
Providing
& KPIs
Going
Experience Beyond
• Conduct Lost Sales Analysis and Plan countermeasure

along with the team
Reviewer
Sales Manager
SOP 6 – Follow-up
Providing
& KPIs
Going
Experience Beyond
• Calling the prospects using SPEAR (SPEAR sends

notifications/reminders to SCs for Call Backs 5 min in
advance, the customer will get a call just around the time
he asked for)
SOP 6 – Follow-up
Providing
& KPIs
Going
Experience Beyond
Right Way
• To check with customer at the start of call that the time to speak is convenient and as per
appointment fixed with him/her
• To enter follow up remarks that are clear and elaborative
Wrong Way
• Not following up at the requested time despite putting schedule in SPEAR

• Not entering proper follow up remarks
SOP 6 – Follow-up
Providing
& KPIs
Going
Experience Beyond
• Conduct follow-ups using SPEAR App only
Sales Consultant
SOP 6 – Follow-up
Providing
& KPIs
Going
Experience Beyond
ACTIVITY
SOP 6 Follow-up
• Sales Follow-up
SOP 8 Taking Care
SOP 6 – Follow-up
Post Visit / Tele-in / Providing Going
Contract Follow-Up Role Holders Responsibility
Experience
& KPIs
Beyond
CRE Sales Consultant Team Leader
Sales Quality Sales Manager

Manager
SOP 6 – Follow-up
Experience
& KPIs
Beyond
• Generate PVF / PTF / PCF report from D’Lite

• Make PVF / PTF / PCF calls as per report using the
script
• Update remarks in D’Lite after calling
• If customer is satisfied, thank him/her & end the call. In
case of any concern record in D‘Lite. Inform the Sales
Consultant immediately for resolution
Reviewer
Customer Relationship Executive Sales Manager, Sales Quality Manager
SOP 6 – Follow-up
Experience
& KPIs
Beyond
• Ensure resolution of concern within 24 hours and

update Sales Quality Manager
Reviewer
SOP 6 – Follow-up
Experience
& KPIs
Beyond
• Check the quality of complaint closure with / without

satisfaction note and with reason
Reviewer
Team Leader Sales Manager, Sales Quality Manager
SOP 6 – Follow-up
Experience
& KPIs
Beyond
• Make reconfirmation call and update the status to SC,

TL and SM (if still not satisfied, ask Sales Consultant to
resolve)
• Conduct a Root Cause Analysis (RCA) on the
complaint
Reviewer
Sales Quality Manager Sales Manager
SOP 6 – Follow-up
Experience
& KPIs
Beyond
• Define counter measures and Implement the same

through TL / EDT
Reviewer
Sales Manager Sales Quality Manager
SOP 6 – Follow-up
Experience
& KPIs
Beyond

SOP 6 – Follow-up
Contract Follow-Up Role Holders Responsibility & KPIs
Experience Beyond
Right Way
• Taking concerns seriously and ensuring resolution within 24 hours

• To enter follow up remarks that are clear and elaborative
Wrong Way
• Taking concerns lightly and not acting on it

• Not entering proper follow up remarks
SOP 6 – Follow-up
Experience Beyond
• 100% calls to be made as per PVF / PTF / PCF script
Executive Sales Manager
• All concerns to be resolved within 24 hours
Sales Consultant
SOP 6 – Follow-up
Experience Beyond
ACTIVITY
During PVF call, customer mentions that he was not happy
with SC’s behaviour/ attitude
SM/ SC to visit customer after prior

appointment, apologize for SC conduct
and offer small gift
SOP 6 Follow-up
• Sales Follow-up
SOP 8 Taking Care
SOP 5 Finding a Common Ground • Pre-Delivery Documentation

• Pre-Delivery Preparation
• Vehicle Delivery
SOP 6 Follow-up • RC Handover Management
SOP 8 Taking Care

SOP 7 – Vehicle Delivery Management
Pre-Delivery Providing Going
Documentation Role Holders Responsibility
Experience
& KPIs
Beyond
Sales Admin Team Leader
Sales Manager Sales Consultant

Experience
& KPIs
Beyond
• Work on document completion and arranging car

• Collect pending documents for finance and registration
process
• Ensure finance case is promptly logged
• Get the vehicle ready for delivery as per VDRS
(Vehicle Delivery Readiness Sheet)
• Get the VIN No. allocated in D’Lite
Continued…
Reviewer
Sales Admin Sales Manager, CEO/ Business Head
Experience
& KPIs
Beyond
• Get the PDI done & Accessories fitted

• N-1th day - Get all documents ready in a neat file:
Owner’s Manual Car Invoice Insurance Policy
Customer Ledger RSA / EW / HCMP Documents
Delivery Checklist Accessory Invoice
• Nth day - Get the car ready and inform Sales
Consultant and Team Leader
Reviewer
Sales Admin Sales Manager, CEO/ Business Head
Experience
& KPIs
Beyond
• Prepare internal customer file for dealership accounts

approval
• Take approval from Accounts to allocate Vehicle
Accessories, VAS etc.
• Check stock of desired car (MTOC)*
* In case, the desired MTOC is not in stock, then order the same and continue
with further steps
Reviewer
Team Leader Sales Manager, CEO/ Business Head
Experience
& KPIs
Beyond
• Allocate car and inform Sales Consultant, Team Leader

and Sales Admin
Reviewer
Experience
& KPIs
Beyond
• Keep customer updated every couple of days

• Seek preferred date and time for delivery. Check if
customer wants any special activity during delivery
ceremony
• Remind on Time required for delivery
• Remind to make balance payment
Reviewer
Sales Consultant Sales Manager, CEO/ Business Head
Experience
& KPIs
Beyond
• Greet every customer with a Namaskar and a Smile

• Seeking Customers Preferred date and time for delivery
• Checking if customer wants any Special Ceremony/
Activity during delivery
Documentation Role Holders Responsibility & KPIs
Experience Beyond
Right Way
• Pro-actively collecting all necessary document right after booking as per document
checklist, through Sales Admin
• Calling the customer in advance and take preferences (if any)
• Informing customer for any pendency in payment to be completed before the delivery day
Wrong Way
• Leaving the document collection process to last minute

• Not taking preferences from customer on new car delivery schedule (Time, location, any
special activity etc.)
• Leaving the balance payment & documents for the day of delivery
Experience Beyond
• Getting 100% vehicles ready for delivery as per VDRS (Vehicle

Delivery Readiness Sheet)
• Getting all documents ready on N-1 day of delivery
• Getting the car ready on Nth day

Sales Admin Sales Manager
• Seek customers preferred date and time for delivery for 100%
customers
Sales Consultant
Experience Beyond
ACTIVITY

SOP 8 Taking Care

Preparation Role Holders Responsibility
Experience
& KPIs
Beyond
Sales Consultant Accessory Incharge
Sales Admin CRE

Experience
& KPIs
Beyond
• Check available delivery slots with Sales Admin

• Confirm the delivery date, location & time along with
accessories to be fitted 3 days prior to delivery
• Inform Sales Admin about the date, location & time of
delivery
• Reconfirm delivery schedule with customer one day
before delivery
• Ensure all accessories are fitted a day in advance
Reviewer
Experience
& KPIs
Beyond
• Ensure car is ready with accessories fitted as per

Contract one day prior to delivery & inform Sales
Admin & Sales Consultant
Reviewer
Accessory Incharge Sales Manager, Sales Quality Manager
Experience
& KPIs
Beyond
• Inform SM, SQM, Showroom Hostess, Service Advisor

& SC about the date, location & time of delivery
Reviewer
Sales Admin Sales Manager, Sales Quality Manager
Experience
& KPIs
Beyond
• Call / send hard copy invite to the customer and his

family members 3 days prior to delivery date
Reviewer
Experience
& KPIs
Beyond
• Staying in touch with customer regularly before delivery

• Ensuring Car is ready as per Customer’s Preferred date
and time for delivery
Preparation Role Holders Responsibility & KPIs
Experience Beyond
Right Way
• Check slots with Sales Admin informing the relevant role holders to ensure a hassle free
delivery
• Ensure all Accessories requirements are taken in advance, so that the same are fitted
before the day of delivery
• Flexibility towards delivering the car at customer’s preferred day and time
Wrong Way
• Confirming customer on Delivery schedule without informing the role holders involved
• Informing additional accessory requirements last minute
• Inflexibility towards delivering the car at odd hours
Experience Beyond
• Delivery date, location & time along with accessories to be fitted to

be confirmed 3 days prior to delivery
• Delivery schedule to be re-confirmed with customer 1 day prior to
delivery date
• Call/ Send hard copy invites to customers and his family

members 3 days prior to delivery date
CRE
Experience Beyond
ACTIVITY
Customer has sold-off his existing car to a relative. The
delivery date and time is now fixed.
Offer to send a car for picking-up the

customer from his home.

SOP 8 Taking Care

Vehicle Delivery Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
Sales Admin Showroom Hostess Sales Consultant

Providing
& KPIs
Going
Experience Beyond
• Update “Delivery Control Board”

• Ensure thorough cleaning and decoration of the car
• Verify excellent car condition as per PDI Check Sheet
• Get the car parked in Delivery Ceremony Area
• Make arrangements for Delivery Ceremony as per
customer's preference
• Deliver the car with Delivery Ceremony as per
Guidelines
Reviewer
Sales Admin Sales Manager, SQM, CEO/ Business Head
Providing
& KPIs
Going
Experience Beyond
• Note In time (and Out time) of the customer in Daily

Delivery Tracker to gauge time taken during delivery
Reviewer
Showroom Hostess Sales Manager, SQM, CEO/ Business Head
Providing
& KPIs
Going
Experience Beyond
• Reconfirm condition of car as per 'Delivery Day Vehicle

Inspection Guidelines’
• Call the customer & confirm delivery timing
• On customer arrival, greet with warmth & Namaskar,
escort to customer lounge, offer refreshments
• Complete paper work, escort to billing counter for
paying due amount (if any)
• Get the Invoice & Gate Pass generated and place in
Delivery Docket. Handover the Delivery Docket to
customer
continued…
Reviewer
Sales Consultant Sales Manager, SQM, CEO/ Business Head
Providing
& KPIs
Going
Experience Beyond
• Explain Registration process, Warranty & Maintenance

Schedule
• Inform all stakeholders about starting of Delivery
Ceremony
• Explain car controls as per Delivery Checklist &
educate on RC Receipt Process
• Inform that the car has been filled with 5/10 litre fuel
• Invite to Delivery Ceremony Area
• Escort to showroom exit, say Namaskar & make a
Thank You Call after 2 hours
Reviewer
Sales Consultant Sales Manager, SQM, CEO/ Business Head
Providing
& KPIs
Going
Experience Beyond
• Customer finding his candid pics (happy moments with

new car) on the digital delivery control board
• Delivery ceremony as per customer’s preference
upon his arrival
• Escorting the customer till the showroom gate
Providing
& KPIs
Going
Experience Beyond
Right Way
• Actively helping the customer in completing pending paperwork and payment

• Explaining all controls and basic working of the new car using Delivery Checklist
• Introducing Service Advisor at the time of delivery
• Escorting the customer till the Showroom Gate, while the customer leaves the showroom
Wrong Way
• Leaving Customer alone to complete the pending paperwork and payment

• Not explaining the details as per delivery checklist
• Not introducing Service Advisor at the time of delivery
• Leaving the customer unattended once the Delivery Ceremony is completed
Providing
& KPIs
Going
Experience Beyond
• 100% updation of Delivery Control Board
• Verification of 100% of cars as per PDI Check Sheet
• Delivery of 100% cars as per guidelines

Sales Manager
Sales Admin
• To be ensured that delivery happens between 50-70 minutes
• Noting of Customer In and Out time in Daily Delivery

Tracker for all deliveries
Showroom
Hostess
• Reconfirming car condition as per Delivery Day Vehicle
Inspection Guidelines’ for all deliveries
• Conduct all deliveries as per Delivery Checklist
• Make a Thank You call after 2 hours for all deliveries

Sales Consultant
Providing
& KPIs
Going
Experience Beyond
ACTIVITY
Customer has informed that it is his daughter’s birthday,
which is coinciding with the delivery day
Besides asking for delivery ceremony

preference, arrange for a surprise Cake
and a small gift

SOP 8 Taking Care

RC Handover Providing Going
Management Role Holders Responsibility
Experience
& KPIs
Beyond
Case 1: Where the RC is handed Case 2: Where the RC is

over to the dealership, who in turn dispatched from the RTO to the
hand over to the customer customer directly
Sales Admin Sales Consultant Sales Consultant

Experience
& KPIs
Beyond
CASE 1
• Get the vehicle registered & hand over Registration

Number / RC Slip to SC
• Co-ordinate with RTO to get RC & hand over the same
to SC. (Update the same in RC Tracking Register)
Reviewer
Sales Admin Sales Manager
Experience
& KPIs
Beyond
CASE 1
• Communicate Registration Number to customer

• Get the RC delivered to the customer as per his / her
convenience
• Update Sales Admin about delivery & submit receiving
for dealer records
Reviewer
Experience
& KPIs
Beyond
CASE 2
• Educate the customer about the registration process

and time taken for receipt of RC
Reviewer
Experience
& KPIs
Beyond

upon meeting the customer
Management Role Holders Responsibility & KPIs
Experience Beyond
Right Way
• Always keep the customer informed about the status of RC

• Deliver RC as per customer’s preferred location, date and time
Wrong Way
• Never keeping the customer informed about status of RC

• Asking the customer to come to showroom to collect the RC
Experience Beyond
• 100% updation of RC Tracking Register

Sales Admin
• Obtain receiving from customer upon delivery of RC

Sales Consultant
Experience Beyond
ACTIVITY

SOP 8 Taking Care

SOP 6 Follow-up
SOP 7 Vehicle Delivery Management • Taking Care
SOP 8 Taking Care

SOP 8 – Taking Care
Taking Care Role Holders Responsibility
Providing
& KPIs
Going
Experience Beyond
CRE SQM

Providing
& KPIs
Going
Experience Beyond
• Generate Daily Delivery Report

• Make 3rd, 21st, 45th* & 60th# Day Post Sales Follow-
up call
• Record feedback in D’Lite
• Any customer complaint received should be recorded
in Dealer 121 and informed immediately to SQM
*45th day PSF will be conducted only if the customer has not received the
registration documents on 21st day PSF call made to him / her
#60th day PSF will be conducted only if the customer has not received the
registration documents on 45th day PSF call made to him/ her
Reviewer
Providing
& KPIs
Going
Experience Beyond
• Verify Dealer 121 capturing against Honda 121

concerns
• Forward concern to respective Team Leader
• Give reconfirmation call to customer to check for
concern resolution & Update in D’Lite
• Make a summary of all complaints, make Sales
Consultant wise analysis & share with Sales Manager
on daily basis
• Monthly conduct analysis, share report with CEO/ owner
• Track complaint recurrence before & after
countermeasure
Reviewer
Sales Quality Manager Sales Manager
Providing
& KPIs
Going
Experience Beyond
• Ensure 1st contact is made with the customer within 30

minutes of receipt of complaint
• Ensure resolution of customer's concerns within 24 hrs
and update PSF Form & Dealer 121
• Obtain Satisfaction Note & handover to SQM
Reviewer
Providing
& KPIs
Going
Experience Beyond
• Make Root Cause Analysis & Counter Measure Plan,

review progress in morning meetings
Reviewer
Sales Manager Sales Quality Manager
Providing
& KPIs
Going
Experience Beyond

• Speak in an enthusiastic manner
Providing
& KPIs
Going
Experience Beyond
• Calling customers post sales as per schedule

Right Way
• Ensure the customer voice is captured correctly and communicated to the SQM on time
• Capture proper & elaborative feedback during post sales follow up
• Getting the PSF forms signed by Sales Manager
• Proper binning of complaints being done
Wrong Way
• Not contacting customer after Sales (also for SC)

• Not taking any action on concerns raised during post sales follow up
• Capture improper & incomplete feedback during post sales follow up
• Not getting the PSF forms signed by Sales Manager
• Binning of complaints not being done
Providing
& KPIs
Going
Experience Beyond
• Ensuring 1st contact is made with the customer within 30 minutes of

receipt of complaint
• Ensuring resolution of complaint within 24 hrs
CRE
Providing
& KPIs
Going
Experience Beyond
ACTIVITY
The customer has raised a concern and is really unhappy
with the features of DIGIPAD 2.0
Call the customer within 30 minutes of receiving

the concern & offer to meet him at a place of his
convenience to understand the concern in detail
and explain the Digipad again
SOP 6 Follow-up
SOP 8 Taking Care

Key Learning
OUR FOCUS
Namaskar

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Honda EDGE 6.

CAR BUYING EXPERIENCE

Though the Industry has grown by 25%,

Car buying experience will be the

Proactive Prospect • Take opinion from

SOP 2 Prospect Handling

Section Section Section Section

INTRODUCTION REDEFINED FEEDBACK & IT SUPPORT

Section Section Section Section

INTRODUCTION REDEFINED FEEDBACK & IT SUPPORT

Section Section Section Section

Section Section Section Section

1. Feedback & Review Mechanism

INTRODUCTION REDEFINED FEEDBACK & IT SUPPORT

Section Section Section Section

1. Helps focus on all sources of enquiries

Suspect Not Known

Hot C After 60 Days

Developed Ready to Sign Sales Contract

Closed Paid and taken Delivery

SOP 1 Proactive Prospect Generation

SOP 2 Prospect Handling

SOP 3 Providing Genuine Assistance

SOP 4 Facilitating Purchase

SOP 5 Finding a Common Ground

SOP 7 Vehicle Delivery Management

SOP 8 Taking Care

Denotes a new process step

A script/ tool/ template is used

SOP 1 Proactive Prospect Generation

SOP 7 Vehicle Delivery Management

SOP 8 Taking Care

Sales Manager Team Leader

Sales Consultant Tele Marketing

• Create a monthly Marketing Activity Plan

• Open the Event ID in D’Lite

• From D’Lite compile all enquiries of last 6 months

• On the event day, demonstrate the vehicle to the

• Greet every customer with a Smile and Namaskar

• Budget the event accurately

• Having Plan B as contingency

• Planning without estimating Budget

• Conducting events without proper research of market & customer footfall

• Plan the event calendar for the next month

• Event set-up as per HARP Guidelines

• Open enquiry in SPEAR for all prospects met

A customer is accompanied by an elderly person and it is

Offer the elderly person own seat under

SOP 1 Proactive Prospect Generation

SOP 7 Vehicle Delivery Management

SOP 8 Taking Care

Sales Manager Tele Marketing Executive

• Identify target profile from active UIO data of workshop

• Call as per Tele out script

• Greet every customer with a Namaskar

• Tele out script to be followed for 100% of the calls

• Create a lead for all interested prospects in SPEAR Portal

Tele Marketing Executive

You have contacted a UIO and he is seemingly unhappy

Offer to help by understanding the concern and