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NISSAN GROUP

OF INDIA

SALES BASICS
Quick Reference Guide

NISSAN SALES WAY


NISSAN INDIA RELEASE 1.0

OBJECTIVE

It is often the simple steps taken by the people towards the customers
that give them the desired sales experience. We can improve the
customer satisfaction by diligently delivering basic customer
expectations' across the various touch points.

Nissan is strongly committed to achieve top class Customer Quality


and this cannot be attained without every representative at the Dealer
network fully adhering to the NSSW standards.

The objective of this Sales Basic Manual is to implement the basic


NSSW standards by enacting the essential steps with each customer
every time.

We expect each of our representatives at the dealership to deliver


these Sales Basics to our customers, thus building a great rapport of
brand loyalty with the customers

Sales Basics

TABLE OF CONTENTS

ESSENTIALS FOR EACH JOB ROLE

SALES PROCESS

STEP 1 - PROSPECTING

11

STEP 2 - GREETING

14

STEP 3 - CONSULTING

19

STEP 4 - PRODUCT PRESENTATION

22

STEP 5 - TEST DRIVE

25

STEP 6 - NEGOTIATION

28

STEP 7 - CLOSING

31

STEP 8 - DELIVERY

34

STEP 9 - FOLLOW-UP

37

40

COMPLAINT MANAGEMENT
MUST DO
ROLES & RESPONSIBILITIES

DEALER FACILITY MANAGEMENT

42

SALES OPERATIONS FORMATS

55

Sales Basics

10 ESSENTIALS FOR SALES CONSULTANT

1. I respond to each enquiry within the same day.

2. I attend to each customer within 2 minutes.

3. I capture the customer needs.

4. I explain the car features.

5. I take the customer for a Test Drive.

6. I give quotation and propose Value added services.

7. I always inform my customers of the delivery date.

8. I demonstrate the features and conduct a delivery ceremony.

9. I introduce my Service colleagues.

10. I follow-up the customer within 24 hrs.

Sales Basics

5 ESSENTIALS FOR RECEPTIONIST

1. I answer the telephone within the 3rd ring.

2. I greet each customer with a smile even on the phone.

3. I introduce myself and my dealership politely.

4. I record the customer details.

5. I introduce the sales consultant or arrange a call back.

Sales Basics

10 ESSENTIALS FOR TEAM LEADER

1. I set the targets for my team.

2. I plan and organize enquiry generation activities.

3. I monitor each enquiry.

4. I monitor the test-drive ratio.

5. I conduct morning meeting with the team daily.

6. I evaluate team results daily.

7. I coach and train my team.

8. I meet the customers with my team.

9. I call-up lost enquiries and try to prospect them.

10. I ensure customer complaints are addressed immediately.

Sales Basics

5 ESSENTIALS FOR CUSTOMER RELATIONSHIP MANAGER

1. I ensure every customer is contacted within 3 days of delivery.

2. I ensure customer complaints are resolved immediately or


maximum within 48 hrs.

3. I ensure clean and vibrant dealership.

4. I implement customer feedback immediately.

5. I propose initiatives to improve Customer Satisfaction.

Sales Basics

10 ESSENTIALS FOR SALES MANAGER

1. I ensure clean and vibrant dealership environment.


2. I ensure availability of required manpower.
3. I define the responsibility of sales team.
4. I provide the means to achieve the task.
5. I implement the processes as per Nissan Sales Way.
6. I conduct daily, weekly and monthly review meetings.
7. I facilitate achievement of business targets.
8. I train each employee to the required standards.
9. I motivate and retain my employees.
10. I take actions towards improvement of customer satisfaction.

Sales Basics

SCOPE OF NISSAN SALES PROCESS

Follow-up

PR
Advertising

Car
Delivery

Post
Purchase

Event

Insurance
Sale

Pre-Purchase

Financial
Scheme

Website

Purchase
Test Drive
Cold Call
Dealer
Experience
Walk-in

Brochure
Sales
Promotion

Telephone

CUSTOMER PURCHASE CYCLE

Sales Basics

NISSAN SALES PROCESS

PROSPECTING

GREETING

CONSULTING

PRODUCT PPT

TEST DRIVE

NEGOTIATION

CLOSING
VEHICLE DELIVERY

FOLLOW-UP

Sales Basics

NISSAN SALES PROCESS

2
8

1
5

Customer Entry

Prospecting

Product Presentation

Closing

Greeting

Test Drive

Accessory Display

Consulting

Negotiation

Cashier

10

Sales Basics

NISSAN SALES PROCESS

1. Prospecting

9. Follow-up

2. Greeting

8. Vehicle
Delivery

3. Consulting

4. Product
Presentation

7. Closing
6. Negotiation/
Quotation

5. Test Drive

11

Sales Basics

PROSPECTING
Responsibility Holder
CRE
SC

Generate leads.
Prioritize the leads:

- The quality of the source


- The age of the lead
Prepare the prospect details
Contact the prospect on the same day.
Build Rapport with the customer.
Fix an appointment.
Record the prospect details.

12

Sales Basics

PROSPECTING

ROLES & RESPONSIBILITY


ACTIVITY

RESPONSIBILITY

HOW TO

Sales Consultant

Reference, Events, Cold Calling, Telecalling, Other Marketing Activities,


Customer office/site

Prioritize the Leads

Team Leader/Sales
Manager/CRE

From customer contact log in DMS &


Enquiry register. Assign Leads to the
Sales consultant seeking the quality of
source and lead.

Contact the prospect within


the same day

Sales Consultant

Sales Consultant to immediately call back


the customer and check for his
requirements

Prepare the prospect details

Sales Consultant/CRE

Prepare customer details in the Prospect


Information card. CRE to enter the
details in DMS & Enquiry register

Build Rapport with the


customer

Sales Consultant

Don t pressurize the customer and seek


opportunity for meeting

Fix an appointment

CRE-Tele in Calls/Sales
Consultant- Walk-in

Seek suitable time for meeting

Record the prospect details

Sales Consultant/CRE-Tele in
calls

Record in Enquiry & Follow-up


Register

Generate leads

13

Sales Basics

NISSAN SALES PROCESS

1. Prospecting
9. Follow-up

2. Greeting

8. Vehicle
Delivery

3. Consulting

4. Product
Presentation

7. Closing
6. Negotiation/
Quotation

5. Test Drive

14

Sales Basics

GREETING
Responsibility Holder
ALL EMPLOYEES
SECURITY

OVER THE PHONE


Answer all telephone calls within the third ring.
Thank the customer and introduce the Dealership and your name in a

courteous manner.
Assist the customer.
Listen patiently to the customer.
Identify the customer s needs and direct the call appropriately:

- Inform the name of the person to whom the call is being transferred
- Do not make the customer to hold longer than 30 seconds
- Capture the customer details and arrange a call back

15

Sales Basics

GREETING

OVER THE PHONE

ROLES & RESPONSIBILITY


ACTIVITY

RESPONSIBILITY

Promptly answer all calls Ensure


incoming lines are free {preferably have
at least 5 dedicated telephone lines with
EPABX} & there is separate dedicated lines
for incoming & outgoing calls

Receptionist
Answer all telephone
calls within the third
ring

HOW TO

All members

Thank the customer


and introduce the
Dealership

Receptionist/CRE

Greet the customer and introduce


your dealership name and your name
[e.g. Thank you for calling XYZ Nissan,
Good Morning, I am Ms. ABC, how May
I help you? ]

Assist the customer

Receptionist

Listen to customer requirements and


assist the customer accordingly

Receptionist

Listen to the customer requirements


completely before channelizing the
further step

Receptionist/CRE

Transfer to appropriate Sales /Service


colleague. Arrange for a call back if the
required person not available by
capturing the customer details

Listen patiently to
the customer
Identify the
customer s needs
and direct the call
appropriately

16

Sales Basics

GREETING
Responsibility Holder
ALL EMPLOYEES
SECURITY

IN THE SHOWROOM
Greet the customer immediately upon his/her arrival

- Friendly and welcoming staff

Security, Receptionist,

Showroom staff.
Introduce yourself.

Assist the customer to sit comfortably and Offer Refreshment.

Seek the purpose of visit.

Introduce the customer to concerned Person.

17

Sales Basics

GREETING

IN THE SHOWROOM

ROLES & RESPONSIBILITY


ACTIVITY

RESPONSIBILITY

HOW TO

Greet the customer


immediately upon his/her
arrival

Receptionist/CRE

Promptly answer all calls


Ensure incoming lines are free &
there is separate dedicated lines
for incoming & outgoing calls

Introduce yourself

Receptionist/CRE

Greet the customer and introduce


your dealership name and your name

Assist the customer to


sit comfortably and Offer
Refreshment

Receptionist/CRE

Transfer to appropriate Sales /


Service colleague

Receptionist/CRE

Listen to the customer and check


the customer s intention of visit
to the showroom

Receptionist /SC

Introduce the right person a per


the customer requirement. If SC
not available; please consider Team
Leader or Sales Manager for
introduction.

18

Sales Basics

Seek the purpose of visit

Introduce the customer


to concerned Person

NISSAN SALES PROCESS

1. Prospecting
9. Follow-up

2. Greeting

8. Vehicle
Delivery

3. Consulting

4. Product
Presentation

7. Closing
6. Negotiation/
Quotation

5. Test Drive

19

Sales Basics

CONSULTING
Responsibility Holder
SC
TEAM LEADER

Attend the customer within 2 minutes


Introduce yourself and hand-over your business card.
Identify the customer expectations.
Capture the customer details.
Determine needs by asking questions.
Capture the needs and qualify his requirements.
Recommend a suitable model and handover brochure.
Introduce the customer to concerned Person.

20

Sales Basics

CONSULTING

ROLES & RESPONSIBILITY


ACTIVITY
Attend the customer
within 2 minutes
Introduce yourself and
hand-over your business
card
Capture the customer
details

RESPONSIBILITY

HOW TO

Sales Consultant

Incase consultant is busy attending


calls , Team leader /Sales Manager
to take charge of the customer

Sales Consultant

Greet the customer and introduce


your name, share your business
card with both the hands

Sales Consultant

Make the customer comfortable


Seek his details and capture them
in Prospect Information card

Capture the needs and


qualify his requirements

Sales Consultant

Recommend a suitable
model and handover
brochure

Sales Consultant

Undertake need analysis as per


Prospect Information card and
record the details.
Analyze the needs and identify the
suitable NISSAN or DATSUN model
that can address his needs

21

Reconfirm the needs and recommend


the model .Handover the brochure.
and leaflets

Sales Basics

NISSAN SALES PROCESS

1. Prospecting
9. Follow-up

2. Greeting

8. Vehicle
Delivery

3. Consulting

4. Product
Presentation

7. Closing
6. Negotiation/
Quotation

5. Test Drive

22

Sales Basics

PRODUCT PRESENTATION
Responsibility Holder
SC

5 Step Demo
Position 1

Front

Position 2

Engine

Position 3

Co-Driver & Rear seat

Position 4

Rear

Position 5

Driver Seat

TEAM LEADER

4
5

Introduce the Product to the customer


Highlight key features and benefits to match the

customer needs
Demonstrate the product in 5 steps. Explain these features.
Let the customer touch and feel the product.
Reiterate NISSAN advantages (brand/quality, etc.)
Address all Queries/Objections of the Customers.
Take the Customer for a Test Drive.

23

Sales Basics

PRODUCT PRESENTATION

ROLES & RESPONSIBILITY


ACTIVITY

RESPONSIBILITY

HOW TO

Sales Consultant

Refer to the product pitch


High 5 s, Advantage against
Competition

Highlight Key features


and benefit to match
customer needs

Sales Consultant

Refer to Product pitch and align


with the script based on
requirements shared by customer

Demonstrate the
product in 5 steps

Sales Consultant

Demonstrate the Product as per the


standard 5 step Demo procedure

Sales Consultant

Use Sales Kit and Testimonials and


highlight the customer requirements
being attended to by the product
Involve Team Leader/Sales Manager
in case required for any objection
handling.

Sales Consultant

Check Test Drive Vehicle availability


Offer Test Drive and confirm a
suitable appointment in case of any
delay or customer request

Introduce the Product


to the customer

Reiterate Nissan
advantages

Take the customer


for Test Drive

24

Sales Basics

NISSAN SALES PROCESS

1. Prospecting
9. Follow-up

2. Greeting

8. Vehicle
Delivery

3. Consulting

4. Product
Presentation

7. Closing
6. Negotiation/
Quotation

5. Test Drive

25

Sales Basics

TEST DRIVE
Responsibility Holder
SC
TD IN-CHARGE

Make sure that the Test drive vehicle is in excellent condition.


Take a predefined route.
Verify the customer s driver s license before leaving for the

drive.
Explain all the controls to the customer before starting.
Drive the car yourself first.
Reiterate the vehicle s key features and benefits.
Record the demonstration for quality and training purpose.
Confirm with the customer that the vehicle meets his/her

needs.

26

Sales Basics

TEST DRIVE

ROLES & RESPONSIBILITY


ACTIVITY

RESPONSIBILITY

HOW TO

Ensure Test
Drive Vehicle
is in Excellent
condition

Sales
Consultant &
Test Drive
In-charge

Fill the Test Drive Checklist and confirm


with the Test Drive In-charge.

Take a
predefined
route

Sales
Consultant

Please consider a pre-defined route to cover all


terrains and conditions. In case of Customer
Home /Office Visit; please plan the route in
advance for all the above requirements

Sales
Consultant

Please explain the driving controls and


important highlights to the customer. SC to
drive the vehicle first with explanation before
handing over to the customer. Follow the Test
Drive Guideline Booklet for reference

Sales
Consultant

Reiterate and Highlight the vehicle s key


features and benefits inline with the
customer s need analysis.. Refer the TD
guidelines for better experience. Record the
conversation if possible for internal training
and quality purposes.

CRE / Customer
Relation Manager

CRE/CRM to capture the Customer Feedback on


his/her experience TD feedback form. The
feedback to be collated and action plan to be
implemented accordingly

Explain all the


controls to the
customer before
starting

Reiterate the
vehicle s key
features and
benefits
Customer
Feedback
on Test Drive
Experience

27

Sales Basics

NISSAN SALES PROCESS

1. Prospecting
9. Follow-up

2. Greeting

8. Vehicle
Delivery

3. Consulting

4. Product
Presentation

7. Closing
6. Negotiation/
Quotation

5. Test Drive

28

Sales Basics

NEGOTIATION
Responsibility Holder
SC / TL
SALES MANAGER

Confirm the customer s needs on:

Price and terms


Expected Delivery date
Mode of payment - Finance /Cash

Confirm the variant and all necessary desired options.

Explain the pricing structure and finance options.

Offer a proposal based on the customer s needs.

Give quotation to the customer.

Agree on the terms and move to closing.

29

Sales Basics

NEGOTIATION

ROLES & RESPONSIBILITY


ACTIVITY

HOW TO

RESPONSIBILITY

Confirm the
customer s needs

Sales Consultant

Understand and seek customer


expectation on Price, Mode of Payment
and Date of Delivery

Confirm the variant


and all necessary
desired options

Sales Consultant

Propose and confirm the required model and


variant as per customer needs and desired
options

Sales Consultant

The price break-up to be given and explained


as per the price-list. The finance schemes to
be proposed and the EMI and Margin Money
calculation to be explained and handed over.
Offer a proposal based on Customer Need s
and requirement

Sales Consultant

Handover a printed Quotation to the


customer in the Customer Name and with
all the break up and additional details viz;
Accessories, Value Added Services etc.

Sales Consultant

Please confirm the quotation for the


model,variant, finance and seek the details
and time for Booking Formalities with the
customer.

Explain the pricing


structure and
finance options

Give quotation to
the customer

Agree on the terms


and move to closing

30

Sales Basics

NISSAN SALES PROCESS

1. Prospecting
9. Follow-up

2. Greeting

8. Vehicle
Delivery

3. Consulting

4. Product
Presentation

7. Closing
6. Negotiation/
Quotation

5. Test Drive

31

Sales Basics

CLOSING
Responsibility Holder
SC / TL
SALES MANAGER

Ensure the customer is in agreement with the offer.

Obtain approval on vehicle s delivery date and time.

Complete the relevant documentation and paperwork.

Explain the time-lines of processes till vehicle delivery.

Obtain customer s signature on the order booking form.

Handover a copy of all documents to the customer.

If the closing is not initially successful, confirm a convenient time

and method to follow up.

32

Sales Basics

CLOSING

ROLES & RESPONSIBILITY


ACTIVITY
Ensure the
customer is in
agreement with
the offer
Complete the
relevant
documentation and
paperwork
Explain the timelines
of processes till
vehicle delivery
Obtain customer s
signature on the
order booking form

If the closing is not


initially successful,
confirm a convenient
time and method to
follow up

RESPONSIBILITY

HOW TO

Sales Consultant

Confirm the selected model and variant and


confirm the expected date of delivery of the
vehicle and open and update Customer Order
Booking Form.

Sales Consultant

Please seek the documents required for the


process of new vehicle booking and delivery
and update the same in Order Booking Form.

Sales Consultant

Explain the timelines of various processes


such as Finance, RTO & Insurance during
the document collection.

Sales Consultant

Complete the updated details in the


Customer Order Booking form along with
payment details and receipts. Obtain the
customer signature on the same and hand
over a copy of the same to the customer.

Sales Consultant

If for any reason for shortage of documents;


payments or any customer request, please
confirm a later convenient appointment
for follow-up and closing.

33

Sales Basics

NISSAN SALES PROCESS

1. Prospecting
9. Follow-up

2. Greeting

8. Vehicle
Delivery

3. Consulting

4. Product
Presentation

7. Closing
6. Negotiation/
Quotation

5. Test Drive

34

Sales Basics

VEHICLE DELIVERY
Responsibility Holder
SC/DELIVERY IN-CHARGE
SALES MANAGER
SERVICE STAFF

Confirm vehicle availability at the dealership 7 days prior to delivery.


Inform the customer immediately incase of any delay.
Ensure PDI two days prior to delivery.
Ensure vehicle readiness with Accessory fitment 2 hours prior to the

delivery time.
Keep all the documents ready before customer arrival.
Conduct a delivery ceremony.
Demonstrate the vehicle features and maintenance schedule.
Introduce to service colleagues.
Determine the customer s preference for follow-up.
Thank the customer and escort till the exit.

35

Sales Basics

VEHICLE DELIVERY

ROLES & RESPONSIBILITY


ACTIVITY

RESPONSIBILITY

HOW TO

Confirm vehicle
availability at the
dealership 7 days
prior to delivery

Sales Consultant
/ Delivery
In-charge

Check for the vehicle availability 7 days in


advance as per the promised date of delivery
with the stockyard. Please apologize & inform
the customer immediately in case of any
deviations from the promise.

Ensure PDI two


days prior
to delivery

Sales Consultant/
Stockyard
In-charge/Delivery
In-charge

Please confirm with the Stockyard in-charge


and Delivery In-charge regarding the PDI
done and vehicle readiness at least 2 days
prior to delivery.

Sales Consultant
/ Delivery
In-charge

Please confirm with the Delivery In-charge


regarding readiness of the vehicle with
accessories and PDI. Check the completion
through vehicle readiness check-sheet. Please
confirm all the documents to be ready
for customer handover.

Conduct a delivery
ceremony

Sales Consultant

Ensure to make the delivery ceremony


remarkable as per the delivery ceremony
guidelines. Demonstrate the vehicle
features to the customer for usage and
explain the maintenance schedule.

Determine the
customer s
preference for
follow-up

Sales Consultant

Introduce to the service colleagues and


seek for the preferred time for follow-up.

Ensure vehicle
readiness with
Accessory fitment
2 hours prior to
the delivery time

36

Sales Basics

NISSAN SALES PROCESS

1. Prospecting
9. Follow-up

2. Greeting

8. Vehicle
Delivery

3. Consulting

4. Product
Presentation

7. Closing
6. Negotiation/
Quotation

5. Test Drive

37

Sales Basics

FOLLOW-UP
Responsibility Holder
CRE / CRM / SC
SALES MANAGER

Contact the customer after 3 days of delivery.


Identify yourself and explain the purpose of call.
Request time for discussion.
Seek an appointment if the customer is busy.
Call the customer as per the appointment.
Thank the customer for purchasing the vehicle.
Enquire about the purchase experience with the Dealership.
Record Voice of customer.
Enquire and note the preference of contact in future (Phone, visit, e-mail).
Follow up every quarter with the customer.

38

Sales Basics

FOLLOW-UP

ROLES & RESPONSIBILITY


ACTIVITY

RESPONSIBILITY

HOW TO

Contact the
customer after 3
days of delivery

CRE/CRM

Customer to be telephonically contacted for


feedback after 3 days of delivery. Explain the
purpose of calling and check if the customer
is busy.

Seek an
appointment if the
customer is busy

Sales Consultant

If customer is busy; please call the customer


as per the appointment taken.

Sales Consultant

Thank the customer for purchasing the new


vehicle and enquire about his vehicle purchase
experience and whether the customer
is happy driving.

Sales Consultant

In case of any negative reply or complaint or


suggestion; please capture the same in exact
voice of the customer. Contact to the
concerned person for resolution and
countermeasure action plan based on root
cause analysis.

Sales Consultant

Enquire and note the preference of contact


in future (Phone, visit, e-mail) Contact the
customer every quarter for relationship
maintenance and referral customers.

Thank the
customer for
purchasing the
vehicle

Record Voice of
customer

Follow up every
quarter with the
customer

39

Sales Basics

COMPLAINT MANAGEMENT
Responsibility Holder
SC / CRM
TEAM LEADER
SALES MANAGER

Handle the customer s complaints as a top priority.


Allow the customer to explain his/her concerns completely.
Apologize for the inconvenience caused.
Check your understanding of the concern with the customer.
Co-ordinate with concerned department to resolve the issue.
Obtain Satisfaction Note & Offer a Gift.
Record the status and conclusion of the complaint.
Analyze the nature of complaint and report to management.

40

Sales Basics

COMPLAINT MANAGEMENT

ROLES & RESPONSIBILITY


ACTIVITY

RESPONSIBILITY

HOW TO

Handle the
customer s
complaints as a top
priority

CRE / CRM

Any Complaint registered whether through


call center or through proactive follow-up
to be contacted back the same day. Listen
to the customer feedback/complaint.

Check your
understanding of
the concern with
the customer

CRE/CRM

Please confirm the customer feedback or


complaint with the customer to arrive a
right solution/suggestion.

CRM/Concerned
Sales and
Service Staff

Post understanding the customer concern;


explain with the background and details to
the concerned person for resolution. The
concerned person to connect with the
customer and revert back with satisfaction
note immediately.

CRE/CRM

The status of the complaint to be recorded


and the nature of the complaint to be
concluded and closed with attaching the
satisfaction note against the complaint form.

CRM

Analyze the nature of the complaint and


suggest a suitable countermeasure though
root cause analysis. Suggest & implement
the countermeasure and report to the
management.

Co-ordinate with
concerned
department
to resolve
the issue
Record the status
and conclusion of
the complaint
Analyze the nature
of complaint and
report to
management

41

Sales Basics

DEALERSHIP FACILITY EXPERIENCE

42

Sales Basics

CLEAN DEALERSHIP FACILITY

Every customer is my friend


and dealership is my home.
Everything in the Dealership facility that is visible and accessible to
customers must be cleaned regularly.

43

Sales Basics

SHOWROOM ORGANISATION
All Model Display

Nissan & Datsun


Model Name plate to be
fixed at the front & rear of
the vehicle.

The distance between the cars


should be 8ft.

Vehicles should be facing


customers from
Entrance.

Car should be unlocked


with ignition key
removed.

Wheels shall be perfectly


aligned with the axis of
the vehicle.
Place Specification Stand on the
Driver side of the vehicle aligned in
such a way that the doors can open
fully.

44

Sales Basics

GUIDELINES FOR VEHICLE DISPLAY

There should be

NO Plastic Covers on the

no stickers on the

seats of Display Vehicle

windshield.

Use only
Genuine
accessories
in the Display
Vehicle.

Display Vehicles should


be regularly cleaned to

NO Paper mats to be

be free of Dust and

used. Use Carpet

Stains

mats.

45

Sales Basics

GUIDELINES FOR VEHICLE DISPLAY

Top-End Variant of the model to be


displayed in the showroom

Co-Driver window should be

Tyres to be always

kept 1/4th Open.

cleaned and polished.

46

Sales Basics

SHOWROOM ORGANISATION

47

Sales Basics

SHOWROOM ORGANISATION

48

Sales Basics

SHOWROOM ORGANISATION

49

Sales Basics

TEST DRIVE CAR STICKERS

50

Sales Basics

SHOWROOM EMPLOYEE UNIFORM

SHIRT

TIE

White

Grey

BLAZER
TROUSER

Dark Grey

Dark Grey

SHOES
Black
Leather

51

Sales Basics

SHOWROOM EMPLOYEE UNIFORM

SHIRT

TIE/
SCARF

White

White

TROUSER
Dark Grey

SHOES
Black
Leather

52

BLAZER
Dark Grey

Sales Basics

SHOWROOM EMPLOYEE UNIFORM

SHIRT

TIE

Sky Blue

Blue
(Optional)

TROUSER
Navy Blue

BLAZER
Navy Blue
(Optional)

SHOES
Black
Leather

53

Sales Basics

SHOWROOM EMPLOYEE UNIFORM

BLAZER
Dark Grey

SHIRT
Sky Blue

SHOES
Black
Leather

TROUSER
Navy Blue

54

Sales Basics

SALES OPERATIONS FORMATS -

PROSPECTING

GREETING

Walk-in / Call-in
Register

Call / E-mail
Scripts

- Receptionist

Receptionist
CRE

CONSULTING

PRODUCT
PRESENTATION

TEST DRIVE

Business Card
Handover

6-Step Demo
Procedure

TD Availability
Checksheet
- SC

- SC

- SC

Route Map

PROSPECT INFORMATION CARD


Prospect Follow
-Up Log Sheet
Receptionist
SC

DMS
Data Entry
Operator

Walk-in / Call-in
Register
- Receptionist

SC Availability
Chart
HR Manager

Customer Profil-ing in Prospect


Info Card
- SC

Brochures

55

Additional
Leaflets,
Accessories
List

- SC

TD Vehicle
Condition Check
sheet - SC
TD Guideline
Usage

TD Feedback
Form
- CRE/CRM

Sales Basics

AT DIFFERENT STAGES

NEGOTIATION

CLOSING

Price list

Order Booking
Form

- SC

- SC

VEHICLE
DELIVERY

New Vehicle
Readiness
Checksheet
Delivery
In-charge

- SC

Customer
Document
File
- SC

PSF CALL
SCHEDULE
- CRE
POST Booking
PSFU Script

NEW VEHICLE DELIVERY


Proforma
Invoice

FOLLOW-UP

Invoice
RTO
Insurance
QRG
Owner Manual

- CRE
N+3 Days
PSFU Script
- CRE

Finance
Documents
Requirement
- SC

Registration
Documents
- SC

Delivery
Ceremony
Preparation
SC / CRM

56

N+21 Days
PSFU Script

COMPLAINT
MGMT

Customer
Complaint
Tracker - CRE

Satisfaction
Note for
Complaint
Resolution

Customer
Complaint
Countermeasure
Sheet
CRM/SM

- CRE

Sales Basics

ANNEXURES

57

Sales Basics

58

59

60

61

62

63

64

65

66

67

68

69

70

71

72

73

NISSAN GROUP
OF INDIA

Disclaimer
Distributed by: Network Performance Team, Nissan Motor India Pvt. Ltd. - 4th Floor, Tower 3,
Equinox Business Park, off Bandra- Kurla Complex, LBS Marg, Kurla West, Mumbai - 400070.