Sales 1) 2) 3) 4) 5) 6) 7) 8) 9) 10) 11) Greeting customer. Make customer comfortable , water/tea. Show and explain product. Test drive.

Give price list and explain. Discuss finance and offers if available. Find out buying period. Next follow up date to be fixed. Introduce customer to the Manager. Log in customer details in DMS with next follow up date. Tele caller/ receptionist to call customer after 3 days to ask about his visit to the showroom/test drive/any other information or clarification needed. 12) Follow up to be done by SC according to next follow up dates entered in the DMS. 13) Close the sale. 14) If lost to competition detailed analysis of loss of sale. Sales Administration 1) Accounts a) Collect correct amount of money as authorized by the Manager in the Order Form. b) Deposit the amount by next working day in the Bank. c) Keep track of cheque clearing and inform Sales Admin coordinator accordingly. 2) Sales Admin Coordinator a) Fill up Order Form alongwith SC. b) Take approval of Manager on Order Form and also customer acceptance on the same. c) Check stock for availability or place order for new vehicle. d) Ensure vehicle is available and ready for delivery at agreed upon date and time. e) Maintain and update vehicle stock on daily basis. f) Update prospective customer follow up record in DMS and distribute daily follow up list to respective SCs. g) Collect list by EOD and update system. 3) Telecallers for a) Follow up call and authenticating customer. b) Calling existing customers on a schedule to ask how the vehicle is doing. c) Asking for references. 4) RTO a) Fix RTO charges after checking. b) Customers registration documents to be thoroughly checked by RTO person. In case of discrepancy he should inform the SC /coordinator immediately, who in turn should inform the customer. c) Vehicle registration to be done as soon as amount is realized with no delays. d) Registration papers to be delivered at agreed interval from the RTO person.

5) Delivery a) Vehicle to be ready in all aspects at agreed time and date. b) Accessories if any to be fitted before hand. c) Adequate fuel to be filled , at least till the nearest pump. d) Pooja to be done and Mithai to be distributed. e) 2-3 Photographs to be taken , to be sent to customer later. f) All customer details like birth date, Anniversary date etc to be captured in Customer Information Record. g) Introduce customer to person from Service department for further coordination.

Workshop 1) Telecallers a) For service reminder calls to customers. b) Post service follow up. 2) Service Advisors a) Check vehicle alongwith customer , especially the underbody on the lift. b) Discuss all problems and solutions with the customer and prepare the job card. c) Call customer after about 2 hrs to give time and amount estimate. d) Coordinate with parts, technicians and supervisor to get vehicle ready on time. e) In case of any delay inform customer and give reason. f) In case of warranty check for all parameters and get approval from Manager and Warranty in charge to change part. g) Coordinate washing and cleaning of vehicle. h) Check vehicle personally before final delivery. 3) Parts a) Optimum stocking to be done as per requirement, history and analysis. b) Proper binning to be followed. c) Physical stock taking to be done every quarter. d) Aging and non moving stock to be informed to manager and service advisors for liquidation. Also can get in touch with outside vendors to liquidate unwanted stock. e) ABC analysis to be done on a regular basis ,so that management is aware of non moving and aging parts. f) Ensure there are no shortages, including during seasonal changes like monsoon. 4) Warranty a) Approve warranty on a daily basis depending on parameters given by the manufacturer. b) Get the defective parts in custody the same day and start tagging them. c) Get approvals from manufacturers representative and complete all required paper work. d) Ensure that the warranty parts and paper work is correctly done so that they do not come back due to discrepancies in the warranty claims.

e) Weekly dispatch of warranty parts and claims to the manufacturer is recommended. f) Follow up with manufacturer for payment of warranty claims and update the MIS accordingly. g) MIS for warranty outstanding at any given point of time. 5) Service Manager a) Resolving customer issues and complaints by coordinating with manufacturer. b) Generating MIS for monthly parts and labour sales. c) Adhering to and monitoring Quality parameters. d) Achieving budgeted monthly targets. e) Monitoring and managing bodyshop.