Internship Report

CHANGAN PAKISTAN

Submitted by:
Irfan Abid
MBBE-20-48
Session 2020-22

Submission Date:
11th October 2021

IMS Department BZU Multan

1
 Dedication

I would like to dedicate my all efforts of making this Changan internship report to my great teachers ,who
always motivated and encouraged me in each step and I can’t ever forget those precious moments who I
have spends with them.

2
 Acknowledgment

I would like to say thanks to Mr Mohsin Rauf(Manager Customers relations Department), who supports
me to complete my report and taught me all techniques of customer’s complaint and handling.
I am very much thankful to Mr. Zeshaan (GM marketing Department of Changan Multan motors) that
helps me a lot with full sincerity to complete my internship report.
I am also very much thankful to Mr.Ch. Raza tahir(GM sales and service Department) who guides me to
visit all Departments.
I am really thankful to Mr. Muhammad Imran Akhtar (NVD incharge), who guided me completely
regarding valuable information for this report and brief me marketing research philosophies
Also Thanks to Ms Sana and Zeshaan(Sales Executive), who trained me dealing and handling customers
and provided me the information of new launches of Cars with sales information.
At the end I am thankful to all team members including staff who corporate with me in each department
to give me the knowledge, procedure and way of operations in entire organization of Changan.

3
 Executive summary

Changan is one of the most successful companies in a number of nations, but it is only recently
established in Pakistan as a result of a joint venture with Master Motors. My ambition had always been to
work for a world-class automobile manufacturer, and I was finally given the opportunity to do so.
Changan Multan Motors, a dealership in my hometown of Multan that is a member of the Changan
worldwide network of auto dealerships, provided me with the opportunity to work with them. Multan is
home to the company's marketing, sales, service, and spare parts departments. Each of these divisions is
well-organized and efficient.
In my thesis, I explored a wide range of sales and service activities to demonstrate how the organisation
interacts with different clients and meets their car requirements.
Changan Multan Motors was the site of my seven-week internship.
The marketing department at Changan Multan Motors is responsible for a wide range of marketing
activities, including the promotion of products and services, among other things. Target marketing,
product creation and positioning, and promotional strategy are just a few of the market segmentation tasks
that are available. It is the role of the sales department to increase sales. Introduction of new things and
the growth of fresh talents have both been met with open arms by the general public.
In order to maintain its position as Pakistan's largest automobile manufacturer, Changan Multan Motors is
always improving its services and introducing new models. Changan Multan Motors does this through
focusing on the satisfaction of its customers and employees.

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Table of Contents
Dedication...................................................................................................................................................2
Acknowledgment.........................................................................................................................................3
Executive summary.....................................................................................................................................4
Overview of the Organization.....................................................................................................................8
Brief History.............................................................................................................................................8
Introduction of Changan Auto...............................................................................................................10
Changan Pakistan..................................................................................................................................10
Mission Statement.............................................................................................................................10
Product lines and Brand Portfolio......................................................................................................11
Competitors...........................................................................................................................................13
In Pakistan.........................................................................................................................................13
Internationally:..................................................................................................................................13
Organizational Structure............................................................................................................................15
Organizational hierarchy chart..............................................................................................................15
Number of Employees...........................................................................................................................15
Main offices...........................................................................................................................................16
Introduction of all Departments............................................................................................................19
Accounts Department........................................................................................................................19
Administration Department..............................................................................................................19
Service Department...........................................................................................................................19
Spare Parts Department....................................................................................................................19
Customer Relations Department.......................................................................................................20
Marketing Department......................................................................................................................20
Comments on the Organizational Structure..........................................................................................20
Plan of internship program........................................................................................................................21
i. Brief introduction of my branch....................................................................................................21
ii. Starting and ending dates of my internship...................................................................................21
iii. Names of the departments in which I got training and duration of my training.............................21
Training Program......................................................................................................................................22
Detailed descriptions of the operations/activities performed by the departments in which I worked. 22

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 Service Department...........................................................................................................................22
Spare Parts Department....................................................................................................................22
Customer Relations Department.......................................................................................................23
Marketing Department......................................................................................................................23
Detailed description of the tasks assigned to me..................................................................................23
Structure of the marketing department.......................................................................................................26
Department Hierarchy...........................................................................................................................26
Number of employees working in the marketing department..............................................................26
Marketing Operations...........................................................................................................................26
Co-ordination with other departments.............................................................................................26
Monitor and measure the market.....................................................................................................26
Focuses on analytical work................................................................................................................26
Functions of Marketing Department.....................................................................................................27
Segmentation strategy......................................................................................................................27
Target Marketing Strategy.................................................................................................................27
Positioning.........................................................................................................................................27
Pricing Strategy..................................................................................................................................28
Distribution Strategy..........................................................................................................................28
Promotional strategy.........................................................................................................................28
Structure of the Sales Department.............................................................................................................29
Department hierarchy...........................................................................................................................29
Sales operations................................................................................................................................30
Functions of Sales Department..............................................................................................................30
Sales Methodologies..........................................................................................................................30
Type of Selling like personnel selling, door to door selling................................................................30
Sales returns procedures...................................................................................................................30
Customer relation department....................................................................................................................31
Process of developing relations with customer.....................................................................................31
Focus on to build the network of customers.....................................................................................31
Keep in Touch with Customers Regularly..........................................................................................31
Make a follow-up after sales.............................................................................................................31
Techniques of retaining customer.........................................................................................................31

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 Techniques of attracting new customer................................................................................................32
Ways of handling different kinds of customers like furious customer, problem creating customers etc
...............................................................................................................................................................33
Critical Analysis........................................................................................................................................35
SWOT analysis of the organization...........................................................................................................36
Strength.................................................................................................................................................36
Weakness..............................................................................................................................................36
Opportunities........................................................................................................................................36
Threats...................................................................................................................................................36
Conclusion.................................................................................................................................................37
Recommendations for Improvement..........................................................................................................38
References.................................................................................................................................................39
Annexes.....................................................................................................................................................40

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 Overview of the Organization
In Chinese, the word CHANG means long-lasting, whereas the word AN means secure. Therefore, the
term "LONG-TERM SECURITY" is synonymous with the name CHANG AN.

Brief History

Founded in 1862 by Li Hongzhang as a military supply company called the Shanghai Foreign Gun
Bureau, Changan has a long and illustrious history. During the Sino-Japanese War in 1937, the factory
was relocated from Shanghai to Chongqing, where it has remained ever since.
A precursor firm, Chongqing Chang'an Arsenal, commenced auto manufacture in 1959 under government
contract and was responsible for the production of China's first mass-produced vehicle, the Changjiang
Type 46. Changan was granted a licence by Suzuki to produce a microcar.
Earlier this year, Changan announced the acquisition of Hafei and Changhe, two promising Chinese
manufacturers. A majority-owned subsidiary of another Chinese automaker, Baosi Automotive Industry
Corporation, Changhe was acquired by the Jiangxi province government in 2013 and reformed as a result
of the acquisition.
After selling 2.38 million vehicles under the umbrella of its parent firm, China Weaponry Equipment,
Chang'an surpassed Shanghai to become China's fourth-largest automobile manufacturer in 2010.
In 2010, the company rebranded its consumer products under a new logo, but the red-arch trademark
remained in use for commercial manufacturing.
When it comes to manufacturing, Changan manufactured approximately 2 million complete autos in
2011, although it was just the fourth-largest manufacturer in the country.

Passenger vehicles accounted for 72 percent of total vehicle production in 2012, although this statistic is
likely to include private sales as well as micro vans, which are small commercial trucks and vans that are
popular in China and are popular in other countries.

Changan Ford Mazda Automobile was split into two independent joint ventures in November 2012, with
Changan Ford being the first and Changan Mazda becoming the second.

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A majority-owned subsidiary of another Chinese automaker, Baosi Automotive Industry Corporation,
Changhe was acquired by the Jiangxi province government in 2013 and reformed as a result of the
acquisition.

Changan declared in 2017 that it would produce and sell only electric vehicles (including plug-in hybrids)
by 2025, and that it would cease production and sales of gasoline-powered vehicles beyond that date.
According to the company, gasoline-powered vehicles (including hybrid and plug-in hybrid vehicles) will
be banned and phased out of China's road transportation system by 2030 as a result of the country's high
level of air pollution and its renewed commitment to the United Nations Paris Climate Change
Agreement.

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Introduction of Changan Auto

Chinese state-owned vehicle manufacturer Chang'an Automobile Co., Ltd. is based in Chongqing and is
the country's sole automobile producer. The primary focus is on passenger cars, small van commercial
vehicles, and light trucks, with light trucks being the exception.

Changan Automobile has a 157-year industrial history, making it one of China's top four automakers and
the country's best-selling brand, as well as one of the world's largest automobile manufacturers. Changan
is a pioneer in the Chinese automobile industry, having been in the business of manufacturing and selling
passenger automobiles for more than three decades.

Headquarters: Chongqing, China

Owner: China South Industries Group

Changan Pakistan
A joint venture between Changan Pakistan and Master Motors Ltd. has resulted in the company becoming
a new participant in Pakistan's automotive industry as a result of its global success (Pakistan). Changan
Corporation owns 60 percent of the corporation, with Master Motors Corporation controlling the
remaining 40 percent. Changan, Daimler Fuso, Foton, and Iveco Trucks are all manufactured by Master
Motors, which is an authorised assembler and maker in Pakistan.

Their new vehicle selection includes light commercial vehicles, minivans, and even passenger vans,
among other options.

Mission Statement
Changan is on a mission to build the vehicles that people want and need.

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Product lines and Brand Portfolio
i. Changan Pakistan announced that Pakistan's First Euro 5 sedan – Changan Alsvin production has
officially commenced
 Specifications

DESCRIPTION MODEL VARIANT

Performance Parameters Transmission 5 Speed Manual

Dimensions (mm) [LxWxH] 4390 x 1725 x 1468

Dimensions Wheelbase (mm) 2535

Fuel Tank (Ltr) 40

ii. An intelligent and environmentally friendly urban MPV, with a large and flexible space ·
 Changan Karvaan Base Model 1.0 Specifications & Features

Engine Type Petrol

Displacement 999 cc

Horse Power 68 HP @ 6000 RPM

Torque 92 Nm @ 4800 RPM

Fuel System EFI

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iii. Changan M9 is specifically designed 1 Ton pickup. It offers a 9 feet long deck to facilitate all
cargo needs.
 Changan M9 2020 uses MPI Petrol fuel system. The break system is Front:
Discs, Rear: Drums and it is a 2 door vehicle.

 Overview.

Car Name Changan M9 2020

Engine Power 68 hp @ 6000 RPM

Top Speed 180 KM/H

Transmission Type Manual

Steering Type Rack & Pinion with Electronic Motor

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 Competitors
In Pakistan:
Toyota

Honda

Suzuki

Nissan

Mazda

Kia

Mitsubishi

Internationally:
Ford

Chevrolet

13
Volvo

Hyundai

Daewoo

Volkswagen

Chrysler

Dodge

GM

14
 Organizational Structure

Organizational hierarchy chart

Number of Employees

167 employees

15
Main offices

PUNJAB

OFFICE NAME ADDRESS PHONE/MOBILE REGION

CITY SALES LAHORE, 75-B, L-

BLOCK, KASUR ROAD, BLOCK E- CELL: (+92) 311-
CITY SALES 2, GULBERG III, LAHORE 1115500 LAHORE

CELL: (+92) 304-

2426426
CHANGAN ADIL CHANGAN ADIL ASHRAF CELL: (+92) 321-
ASHRAF MOTORS MOTORS, 17 JAIL ROAD, LAHORE 4486111 LAHORE

BILAL AUTOMOBILES, 805-C,

CHANGAN BILAL FAISAL TOWN NEAR AKBAR CELL: (+92) 311-
AUTOMOBILES CHOWK, LAHORE , PUNJAB 1222665 LAHORE

TEL: (+92) 41-

CHANGAN AL-NOOR MOTORS, 8712444
CHANGAN AL- WEST CANAL ROAD, CELL: (+92) 321-
NOOR MOTORS ABDULLAHPUR, FAISALABAD 8712444 FAISALABAD

CHANGAN MULTAN MOTORS, TEL: (+92) 061-111-

CHANGAN BASTI JAHANGIRABAD, NEAR 222-388
MULTAN PAK-ARAB FERTILIZERS, CELL: (+92) 309-
MOTORS KHANEWAL ROAD, MULTAN 6662341-43-48 MULTAN

JHELUM MOTORS, OPP

PAKISTAN TOBACCO COMPANY,
CHANGAN MAIN GT ROAD, JHELUM,
JHELUM MOTORS PUNJAB TEL: (+92)54-4649270 JHELUM

CHANGAN
SAHIWAL MAIN MULTAN ROAD, SAHIWAL CELL: (+92) 300-
MOTORS BYPASS, SAHIWAL 9690069 SAHIWAL

CHANGAN JAN 64/13-14, JAN MOTORS, BANK TEL: (+92) 51-

MOTORS ROAD, SADDAR , RAWALPINDI 5567861 RAWALPINDI

CHANGAN
SARGODHA UNIVERSITY ROAD, NEAR TEL: (+92) 48-
MOTORS DAEWOO BUS TERMINAL 3226622 SARGODHA

CHANGAN CHANGAN BAHAWALPUR CELL: (+92) 303- BAHAWALPU

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BAHAWALPUR MOTORS, MULTAN ROAD, NEAR
MOTORS BINDRA PULLY, BAHAWALPUR 0503875 R

CHANGAN
HAROONABAD FORT ABBAS ROAD, CELL: (+92)334- HAROONABA
MOTORS HAROONABAD 7565757 D

CHANGAN
ISLAMABAD 27-WEST, F-6/G-6, FAZAL-E-HAQ CELL: (+92) 51-
MOTORS ROAD, BLUE AREA, ISLAMABAD 8731895 ISLAMABAD

SINDH

OFFICE NAME ADDRESS PHONE/MOBILE REGION

PLOT # H-3/B, SECTOR 5, TEL: (+92) 21-

CHANGAN KORANGI INDUSTRIAL AREA, 35077190
YAZDANI NEAR BROOKS CHOWRANGI, CELL: (+92) 300-
MOTORS EBM CAUSEWAY, KARACHI 0609380 KARACHI

PLOT # 111/C, BLOCK – 2, PECHS,

CHANGAN GUL KHALID BIN WALEED ROAD, TEL: (+92) 21-
MOTORS KARACHI 34551521 KARACHI

CHANGAN PLOT C-6A, ESTATE AVENUE

KARACHI SITE SITE AREA BESIDE KFC (SITE), TEL: (+92) 21-
COCO 1S KARACHI 32581191 KARACHI

CELL: (+92) 313-

CHANGAN R-68/R-69 QUETTA TOWN, 2333955.
KARACHI SECTOR 18-B SCHEME 33, MAIN CELL: (+92) 332-
MOTORS SUPER HIGHWAY, KARACHI 0312345 KARACHI

PLOT# 326/2, ZAFAR HOUSE, TEL: (+92) 21-

CHANGAN PREEDY STREET, NEXT TO 32711556-7
SOUTH SINDH BANK, SADDAR, CELL:(+92) 304-111-
(SMC-PVT) LTD. KARACHI. 3-786 KARACHI

PLOT NO. 2, DEHLI MUSLIM

CHANGAN SOCIETY, MAIN SHIKARPUR
MEHRAN ROAD, NEAR ABAD GAR, TEL: (+92) 300-
MOTORS SUKKAR 2263754 SUKKAR

PLOT NO. 11/1/A, SADIQ LIVINA

CHANGAN SINDH HOUSING SOCIETY, MAIN TEL: (+92) 334-
MOTORS BYPASS ROAD, HYDERABAD 2426426 HYDERABAD

KHYBER PAKHTUNKHWA

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OFFICE NAME ADDRESS PHONE/MOBILE REGION

CHANGAN OPPOSITE HARSHEY STORE, CELL: (+92) 317-

KHYBER MOTORS UNIVERSITY ROAD, PESHAWAR 7976667 PESHAWAR

CELL: (+92) 321-

CHANGAN 4001562,
HAZARA MAIN KKH GHAZIKOT, CELL: (+92) 343-
MOTORS MANSEHRA 8866026. MANSEHRA

OFFICE NAME ADDRESS PHONE/MOBILE REGION

BALOCHISTAN

CHANGAN NIAZ MOTORS, NEW

CHANGAN NIAZ HANNA BYPASS, OPP NATIONAL TEL: (+92) 81-
MOTORS BANK, QUETTA, BALOCHISTAN 2672433 QUETTA

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Introduction of all Departments
Multan Motors has the following sections to cater to the different demands of its clients: Accounts

Administration Department

Customer Service Department

Spare parts department

Customer Service Department

Marketing Division

Accounts Department

This department is responsible for collecting, summarising, bookkeeping, accounting, auditing, and
reporting financial data pertaining to various business choices made within the organisation. This division
is accountable. Expenses, revenues, and profits are traced back to specific managers who are responsible
for making cost, revenue, and profit-related decisions and taking action.

The department is responsible for updating and maintaining accounting records, which include those that
determine expenditures, receipts, accounts payable and receivable, and profit and loss. Accounting
records are kept up to date on a regular basis.

Administration Department

Almost every sector of the economy entrusts the administration department with a variety of
responsibilities. They provide coordination and support services to a wide variety of businesses, including
insurance companies, computer manufacturers, and government agencies. These experts oversee a variety
of services that ensure an organization's smooth operation. These services include secretarial, reception,
administration, payroll, conference planning, travel, information, data processing, mail, security, parking,
and telecommunications, as well as the acquisition, supply, and disposal of personal property.

Customer Service Department

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The service department is responsible for bringing automobiles in for maintenance and returning them on
time. Additionally, the service department features a thorough denting and painting workshop that has
been recognised by Indus Motor Company as the best-equipped and most well-planned in the country.

Spare Parts Division

This section is responsible for conducting a profitable and well-managed spare parts company. They have
a responsibility to guarantee that objectives are reached through the use of correct purchasing techniques,
inventory control, and staff. The primary responsibility of the replacement parts section is to provide
customer service.

Customer Service Department

Customer service is the backbone of Changan Multan Motors. Customer service is responsible for
fielding and addressing any inquiries and problems.

The customer relations department is responsible for managing the dealership's overall improvement, as
well as quality control and system implementation, which are all ongoing operations.

Marketing Division

Changan Multan Motors' marketing department is largely responsible for acting as a "bridge" between the
firm and its (potential) customers. The corporation must produce value for customers ('exploration') while
also profiting from this value ('exploitation'). Maintaining brand equity and customer retention are two
examples of how to accomplish this.

Observations on the Responsibility Hierarchy

Departmentalization

Observing Changan's organisational structure, I've found that all departments work cooperatively to
accomplish common goals.

the management structure of a business

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Changan has put in place a system to ensure that subordinates follow their superiors' orders. A hierarchy
chart illustrates the relationship between Changan's upper and lower management.

the range of the control

Each decision begins with the CEO, and subsequent departments follow suit based on their own policies.

Centralization

The top levels of management are accountable for long-term and annual goals, which include the target
market, strategy, and sales targets.

The implementation is achievable as a result of the efforts of all parties involved.

Decentralization

Management in all departments fulfilled the job and assigned work entirely and independently with the
support of their departmental subordinates and colleagues.

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 Plan of internship program
i. Brief introduction of my branch

Changan Multan Motors commenced operations in January 2021 and is based in Changan, Pakistan.
Changan Multan Motors is one of the most prominent and largest Changan Motors Ltd. 3S Dealerships in
the Multan Division, providing Sales, Service, and Changan Spare Parts to the local community.

ii. Starting and ending dates of my internship

From August 1, 2021, through September 15, 2021, I worked as an intern at
Changan Multan Motors.

iii. Names of the departments in which I got training and

duration of my training

1) Customers relations department

2) Sales Department
3) Marketing Department
4) Services Department
5) Spare parts Department

My internship began on the first day of training and ended on the last day. That summed up the
duration of my training.

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 Training Program
Detailed descriptions of the operations/activities performed by the departments in
which I worked
Service Department
Aftermarket services include a complete denting and painting workshop, which Changan Pakistan rated
as the best-planned workshop in the country. The service department is responsible for transporting and
delivering autos for servicing. This department is responsible for the profitability and efficiency of the
service division. Additionally, the department is responsible for attracting and retaining consumers,
building and maintaining healthy working relationships with staff, and setting and reaching sales and
profit targets.
The service department is responsible for all maintenance and repairs on owner cars. To have a
favourable impact on customer pleasure, owner loyalty, and dealership revenue, the service department
has created a high capacity for completing operations "right the first time." When necessary, the
department trains technicians on-the-job and performs in-house tests of technicians. Charged with the
provision of services Assisting workers in diagnosing and guiding repair procedures successfully can
assist ensure client satisfaction. Plan and implement methods for tracking work in progress and return
repairs in order to ensure that repairs are completed correctly the first time. Additionally, keep an eye on
budgets and cost-cutting initiatives. Create and execute systems to ensure right use of shop supplies, to
preserve corporate equipment against theft and misuse, to assure proper operation of all equipment, and to
keep an inventory of important and specialist tools for current and preceding model years.

Spare Parts Division

This segment is responsible for conducting a lucrative and well-managed spare parts company. They have
a responsibility to guarantee that targets are attained through the use of correct purchase strategies,
inventory control, and employees. In the replacement parts area, the major job is to deliver excellent
customer care to our customers. There is no doubt that they are capable workers because of their
familiarity with spare parts and their ability to make use of spare parts catalogues. They are capable of
engaging in intellectual conversation with consumers, whether in person or over the telephone.
Over-the-counter spare parts are available for purchase at Changan Multan Motors' spare parts area,
which serves both wholesale and retail customers.

Keep in touch with the wholesale accounts to which you have been assigned on a regular basis. Orders for
wholesale and retail replacement components can be placed over the phone with the company. For
example, by promoting comparable items or seasonal lines, you can increase your spare part sales. As
needed, revise and update spare parts displays in accordance with instructions, and clean as needed in
order to identify and "select" the appropriate spare parts for previously placed orders. By drafting and
pricing their invoices, identifying appropriate wholesale customers, managing their regular inventory of
spare parts, you may assist them in keeping a well-organized supply of spare parts.

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When they serve all of the department's clients, internal and external, they are assisting the department
and dealership in achieving their respective goals and objectives. The primary responsibilities of the spare
parts department are to provide excellent customer service and to generate sales.

customer service Department

Changan Multan Motors is built on the foundation of providing excellent customer service. Customer
service is in charge of fielding and resolving any questions or issues that arise.
The customer relations department is in charge of overseeing the general improvement of the dealership,
as well as quality control and system implementation, which are all ongoing processes.
Providing exceptional customer service and maintaining positive public relations are the primary
responsibilities of this section. In addition, the customer relations section is in charge of overseeing the
Winner's Circle employees assigned to a specific site. Additionally, they work with Field Marketing
Managers on local and corporate marketing initiatives, such as promotions, loyalty programmes, and fun
activities. They also collaborate with other departments. The department does this by running several
advertisements in newspapers, putting up banners, and broadcasting a radio jingle, all of which include an
offer of a discount to customers who schedule an appointment prior to visiting the dealership.
Additionally, in addition to overseeing overtime usage and recording scheduled hours, the department is
in charge of drafting and managing the department's budget, which must cover all operating expenses.
Additional responsibilities include overseeing and coordinating the development, execution,
implementation and coordination of local and corporate marketing programmes as well as their
preparation, presentation, and training for all on-site personnel. Keep an eye on the progress of the site's
sales promotion as it develops. Carry out the projects that have been authorised in coordination with the
local Group Sales Coordinator.
Promote and uphold the highest possible levels of ethics and customer service for all employees. Maintain
and seek to improve the standards of customer service that have been set. Recreational activities on the
construction site should be planned, implemented, and organised. In charge of the preparation, planning,
and forecasting of the department's budget and financial plans. Maintain a safe and orderly workplace
environment. While utilising all required safety precautions, including personal protective equipment,
keep an eye out for and report any potentially dangerous behaviours or conditions that may exist.

Marketing Division
For the most part, the marketing department at Changan Multan Motors is responsible for serving as a
"bridge" between the company and its (possible) customers. Exploration and exploitation are two terms
used to describe how a firm creates value for customers while also benefitting from that value.
Maintaining brand equity and retaining customers are two examples of how to achieve this goal
successfully.
Other departments or employees may not be able to share or have limited time to devote to a 'customer
focus,' but the marketing department has an obligation to include customer feedback into the product
development process. Aside from that, marketing personnel should be on the watch for shifts in customer
preferences as well as potential threats from competitors Additionally, customer satisfaction and retention
should be closely monitored on a regular basis by the company.

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Additionally, this division keeps track of the amount of money that is received from the corporate sector
and keeps track of any past-due payments that may have occurred.

Detailed description of the tasks assigned to me

Over the course of my internship in Changan, I was given a wide range of job assignments and
responsibilities, which helped to boost my confidence while also preparing me to face the rest of the
school year by allowing me to put what I'd learned into practise.
Following that, I was handed small responsibilities inside the department, which proved to be quite
beneficial to my learning process.
Working in the Customer Relations Department, I was able to observe the behaviour of customers
whether they were making inquiries or visiting clients in order to achieve sales objectives. Eventually, I
built a rapport with these customers and began collecting their feedback, responding to inquiries, and
providing them with information about new vehicle launches.
As part of the process of selling new automobiles, I photographed them as they were being delivered.
The opportunity to work in the service department provided me with the opportunity to interact with
customers whose vehicles required service, maintenance, or repair.
Despite the difficulties, I was relieved to be in the company of the Changan call advisors, who assessed
the vehicle for mechanical faults and then provided a cost or estimate for repairs to be completed.
My counsellor supported me in securing a provisional repair order, which was really appreciated. I'll
accept the appointment and then report to the adviser for any additional repairs or inspections that may be
required.
One of my jobs was to schedule appointments for customers for auto maintenance ahead of time.
It was my responsibility to make certain that the repair order form had accurate information about vehicle
maintenance. Whenever additional information about pending maintenance or repair was required, I was
also in charge of informing customers about any void warranty warnings that were associated with the
pending maintenance or repair.
I was delighted to deal with a diverse range of customers in the marketing and sales department because I
knew that dealing with a diverse range of customers was a requirement of my MBA specialisation in
order to be an effective sales marketer.
The marketing department deals with a wide range of different types of customers, including leasing and
financing, as well as new automotive reservations. The road to purchasing a new vehicle is different for
every buyer.
I obtained the FBR, the NTN, a demand draught in favour of Changan Master Motors Ltd., a copy of the
consumer's National Insurance Number, and a company purchase order for purchases made for
commercial or business purposes from consumers leasing a car from Changan Master Motors Limited
( authorise with a company letter head).

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It consisted of numerous activities that were similar to those I would perform in my sales job, such as
demonstrating new Changan vehicles to prospective customers in the Changan showroom, ensuring their
satisfaction, and persuading them to purchase from Changan because of their high standards in sales and
after-sales service.
Customers want to know that the vehicle they purchase will have all of the amenities and conveniences
that they desire, and it is my role to reassure them that this will be the case, as well. With my limited sales
experience, I worked alongside an experienced salesperson throughout the entire process, studying the
customers and attempting to manage them when the Changan salesperson was not around.
For the purpose of ensuring that I am always available to serve clients who require assistance, and that I
am able to provide them with thorough procedures and a warm greeting, it was necessary for me to give
prospective customers a tour of the designated location where I would meet them.
I spent the majority of my time assisting salespeople with daily report preparation so that they could
complete all of their sales responsibilities.
Before prepping a new car for showroom display, it was my responsibility to check and guarantee that all
necessary space and separation between cars was provided. The opportunity to interact with customers
while being in close proximity to a showroom exhibit of brand new Changan zero-meter automobiles was
a rewarding and enjoyable experience.
It was my first work in the spare parts department, and Mr. Nasir provided me with a great deal of
guidance (In charge of spare part department and data entry). Depending on the necessity and inventory
order, I must accept shipments of spare parts ranging in size from small boxes to large cartons and sort
them into zones labelled as "small," "medium," and "large" based on their size and shape.
Working with inventories was a difficult task for me, but I was determined to learn, which helped me
tremendously. I am currently employed by a global multinational corporation, and this is an important
experience that will help me advance in my career path. I then stepped forward to assist my coworker
with the receipt of new inventory from the receiving area, rather than remaining in my position of
authority.
The following sequence was used to track inventory: receipt, storage, issue, dispatch, and shipment, in
that order.

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 Reflective Journal Entries

Structure of the marketing department

Department Hierarchy

Marketing & Recovery Head

Marketing Manager

Assistant Manager

Sales Executives

Number of employees working in the marketing department

In Changan Multan motors, there are 14 staff members worked for marketing department

Marketing Operations
Co-ordination with other departments
To ensure that all areas of the business are managed profitably, marketers work in collaboration
with colleagues in other departments.
Keep an eye on the market and take stock of your situation.
As a result of this deployment, Changan Marketing Department Management has been able to
track and measure market growth as well as the success of advertising campaigns. Additionally,
they have been able to concentrate on projects while also overseeing the workload of their team
members.

27
The majority of the time is spent doing analytical work.

The Marketing Operations team is in charge of analytical tasks such as budgeting and planning,
project management, and repetitive task execution, among other things. by utilising the most up-
to-date technological instruments and approaches
It is Changan's marketing operation that makes use of the most cutting-edge technology tools and
procedures, and it is the marketing management's responsibility to keep track of the marketing
budget as well as the projects, people, and schedules that all contribute to the creation of
marketing assets (e.g. collateral, billboards, or web pages). Marketing organisations must devote
the greatest amount of time and resources to these endeavours, which require both creative and
analytical ability, in order to be effective.

Control of marketing operations should be exercised from a central location and

disseminated as needed.
In terms of marketing strategy, Changan employs a mix of centralised and decentralised
techniques. Marketing activity should be decentralised, since businesses and management have
recognised the benefits of doing so. Using the Infect project management system to acquire and
retain customers is a fantastic strategy for gaining and maintaining business. The management of
website and email technologies is the responsibility of a web department. Customer contact
databases can be managed by a direct marketing organisation, which can be used to remind and
track customers throughout the project.

the responsibilities of the marketing department

Population division strategy is a strategy for dividing a population into subpopulations.

As a key component of Changan's success and capacity to capture a significant share of the
market, their ability to address the specific needs of their clients through an awareness of those
needs and the search of solutions is one of the most important factors to consider. Despite the
fact that it is impossible to satisfy or understand the needs or desires of every single customer,
Changan has conducted extensive research on marketing and segmentation strategies and has
identified distinct groups and segments of the same type through the efforts of diligent market
research team members and marketing managers.

With Specific Objectives in Mind, Develop Your Marketing Strategy

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The marketing strategy utilised by a company in order to achieve its objectives. Changan's
targeting strategy begins with the identification of their target market and includes establishing
market strategies as well as monitoring the performance of their competitors in that market.
Changan's goal is to obtain a deeper understanding of its competitors so that it can give greater
services to those customers.
Create enough advertising campaigns to reach your target audience, utilising a range of
advertising media, such as Facebook, television, magazines, and newspapers, among others, to
reach your audience.
For this reason, Changan educates and trains their sales employees in a variety of strategies and
approaches, as well as ensuring that they are up to date on the latest automotive technology, in
order to better meet the needs of their customers and respond to their inquiries.
As part of their strategy, Changan focuses on corporate sectors, banks, companies, and
industrialists in order to identify their customers using a range of different ways and techniques.
Ultimately, Changan intends to do this in order to attract and retain more customers.

a dedication to meeting the needs of the customer

The industry in which the corporation operates

entrepreneur
Those who are self-employed or who own rental properties
Positioning

When developing and communicating an image, impression, or identity in the minds of target
clients and markets, this strategy is employed to accomplish the goal.
With the dedication and hard work of the Changan market function department and the
marketing team, a beautiful image of the Changan brand has been successfully transmitted and
created. As a result, not only among target customers, but also among those in the market to
purchase an automobile, everyone now has an excellent image of Changan. As a consequence of
well-thought-out strategic measures, the Changan market department has successfully influenced
public opinion.

Calculate the cost-benefit analysis.

The price of a product is the amount of money that a buyer must spend in order to obtain it. A
variety of factors influence pricing, including the company's market share, the level of
competition, the cost of raw materials, the product's unique identity, and the perceived value of

29
the product by the customer. The amount you will be charged will vary depending on your age
and gender. In addition, the pricing of the goods will be determined by the competition in the
near vicinity of the company's location. Additionally, the cost will be determined by weighing
the various options available, which may include extravagant, low-cost, and somewhere in
between.

In addition to establishing Changan's reputation as a manufacturer of high-quality vehicles at a

reasonable price, the company has grown its brand and marketing competence through the
implementation of effective pricing strategies.
Changan's pricing policy differs significantly from those of a huge number of other automakers,
including Toyota and Honda.
According to Changan, purchasing is critical because it enables the production of high-quality,
low-cost goods in a timely and efficient manner. Prices are established by businesses with the
primary goal of maximising profits while simultaneously improving overall efficiency.
Ordinarily, the pricing mechanism is as follows: cost + profit = selling price. An increase in
production costs occurs when automakers modify and enhance their models, which ultimately
leads to an increase in sales pricing.
Due to the fact that businesses do not want to see their expected profit margins shrink, the costs
are passed on to the customers in the form of higher prices. A significantly different method is
taken by Changan, which places a strong focus on sales. Despite the fact that all variables are the
same, it is crucial to recognise that the formula is optimised for profit. Changan believes that the
selling price is determined by the markets and consumers. Prioritization is given to waste
removal, which leads in cost savings. The profit margin of the company will expand as long as
these costs are kept under control.

Techniques for Dissemination

Developing a distribution strategy is one method of ensuring that products are transported
efficiently from their point of origin to their ultimate destination.
It is the collection of organisations that are involved in making a product or service available for
use or consumption that are referred to as distribution strategies.

Publication Methodologies
Changan Motor's corporate headquarters are located in Karachi. Changan Motor's main branches
in Karachi are as follows: Customers of Changan Motor
Each branch has its own sales team that is solely responsible for distributing Changan's products.

30
a business plan for marketing

Marketing, advertising, and sales are all critical components of a company's growth and success,
and they should not be overlooked. Marketing is concerned with a company's success in the
marketplace, and it includes advertising in order to reach and persuade customers to purchase
products or services from the company.

Examples of this type of method include public relations, human connections, and networking.

A target market is identified, and then a promotion mix is developed that is aimed precisely at
that market, according to Changan.

A total of five primary promotional tools are used by the Changan marketing department:

Publicity
Commercial products are being promoted.
Selling your products on your own
Public relations is a broad term that includes a variety of different types of jobs.
The website of the organisation
show-on-the-road

Brochures
Brochures are still another type of advertising material that includes information on a variety of
models and pricing as well as colours, specifications, and documentation that clients must
provide, among other things.

Pamphlet
The Pamphlets are distributed to walk-in customers with the goal of marketing the business in
the local community.

31
Advertising on billboards and banners is a common practise.
This is also a marketing strategy that Changan employs to advertise its products and services to
customers. Branch and dealership entrances are adorned with banners that advertise the
company's products and services.

Shows that take place on the road

They organise road shows and advertising campaigns to showcase the car and raise awareness

Structure of the Sales Department

Department hierarchy

GM sales

Assistant sales manager

Senior sales executive

Sales Executives
Sales operations
It consists of the Changan plan, inventory plans, customer lead time plans, new product development
plans and strategic initiative plans, as well as the financial plans that emerge from these plans, among
other things.
Regular analysis of customer demand and supply resources, as well as quantitative "re-planning" over a
set rolling horizon, are all made possible by a properly designed sales organisation. During this re-
planning phase, new sales and operations initiatives will be evaluated. Even while it aids in the
management team's understanding of how the Changan got to where it is today, its primary focus is on
what needs to be done in the future and what results may be anticipated in the future. Changan's
integrated business management system makes use of the sales operations process in order to keep track
of the company's strategies as they are put into effect.

32
A function is responsible for determining the overall level of activity in conformity with current sales
strategy and estimates. The sales force for Changan Multan Motors' branch offices is selected through on-
site interviews with candidates conducted by the branch offices.

The Responsibilities of the Sales Department

Techniques for Increasing Sales
An organization's sales department's primary goal is to acquire and keep customers. The application of
sales procedures and the development of sales strategies are both terms that relate to activities that are
intended to increase the sales of a product or service. A few examples of effective strategies for spreading
the word about your product or service include public relations, advertising, freebies, stamp exchange
programmes, demonstrations and displays, prize competitions, temporary price discounts, and door-to-
door sales.
There are many different selling methods, including staff sales and door-to-door sales.

Marketing activities at Changan are supported by a variety of tactics, including direct marketing,
promotional programmes, and sales representatives (sales representatives). It is possible to transmit the
message through direct marketing by using written items such as brochures and pamphlets, in addition to
live events such as launching ceremonies and receptions. Typically, personal selling is done on a
corporate level, and the sales team has a lot of experience with the technique. While print is the most
commonly utilised medium for advertising campaigns, electronic media is also employed on occasion to
promote products and services. Although this is a collaborative effort between Changan and other dealers,
Changan retains final approval authority over the promotions and offers. A dealer is not even permitted to
run an advertisement without first obtaining Changan's authorization.

Acceptance procedures for items that have been returned

Customers can cancel their reservations without having to sign any papers, and they will receive a full
refund if the automobile they want is not available at the time of their cancellation. Unless a consumer
requests cancellation of a booking order prior to receiving a delivery notice, the automobile will be
delivered from the company's headquarters.
A form must be completed, as well as any extra evidence required for record-keeping purposes, and
Changan will reimburse the consumer in full after receiving the necessary documentation.
While it is possible to cancel a car sale before the vehicle is delivered to the customer, after the company
or dealer has filed all necessary paperwork and a dispatch notification to Changan's main headquarters,
the order cannot be changed.

a department dedicated to providing excellent customer service

the technique for establishing and maintaining client ties

33
As a result, Changan has made building great client relationships the "monarch of the firm" a top priority.
When new customers are identified, the customer relations department will work to convert them into
loyal customers who will continue to do business with Changan. The department will also introduce them
to the brand.
Solid client connections are the lifeblood of any successful business. People have gained confidence in
Changan's ability to meet their requirements and expectations, as well as in the company's automobiles
and services, as a result of the efforts of the company's customer relations employees. In your search for
individuals who believe in Changan, think about creating a relationship with them so that Changan does
not have to spend a lot of money on obtaining new customers. Customer relationships are built over time
and with work, and they do not happen immediately. Customer relationships are not based on a one-time
transaction. The effective customer relations plans of Changan, as a result, include strategic objectives
such as fostering strong client relationships in addition to generating new products or expanding the
company's existing product line. Customer interactions at Changan can be improved by putting in place
the approaches listed below:

Concentrate your efforts on growing the number of customers who use your services.

It is the goal of Changan to expand and diversify its business operations. This can be accomplished
through the development of a consumer following. The customer relations department at Changan does
not solely focus on promotional activities and advertising campaigns; rather, it is actively involved in new
client acquisition. Improve customer service by conducting business seminars, attending Changan events,
and accepting invitations to participate in business. Customers will be exposed to the programmes of the
society as a result of this arrangement. In order to get the most of your networking efforts, it is vital to
recognise the worth of the relationships you develop.

Customers Should Be Contacted on a Regular Basis

Following up with consumers after a purchase and notifying them when a new model becomes available
are all aspects of Changan's customer service philosophy. Even the most devoted customers will come
and depart for a number of reasons in the course of their business. Therefore, once the customer relations
department makes touch with them, the task does not come to an abrupt halt. Because a customer
relations department is continuously in communication with its clients, this is a never-ending process.

Following a sale, follow up with the customer.

Existing customers can be kept informed about new automobiles and marketing initiatives through
Changan. Participation in this programme will provide them with an opportunity to learn about the newest
market trends and automotive technologies.
a set of strategies for keeping customers

34
The Changan Client Relation Department implements a range of customer retention techniques in order to
keep the firm operational and providing services on a constant basis. Using the approaches and tactics
shown below, Changan is able to keep customers on board with the company.

Every attempt should be made to obtain the most detailed information feasible on your clientele. Observe
them, solicit comments from them, and provide services, all while ensuring that warranties are honoured
and recalls are made when appropriate. provided rapid and confident responses, in addition to delivering
timely, efficient and friendly services
Remind the sales force team on a regular basis of the importance of each individual customer's business.
Ascertain that any sales training they receive has this level of attention to detail. This information must be
shared with both the sales and servicing departments.
All members of the management team are kept aware of consumer complaints by the customer relations
department, which works tirelessly.

The training programme is designed to include protections to ensure that no consumer is turned away
before receiving service. In order to determine the reason for his or her "jumping ship," call him or her
and pay him or her a personal visit.
In order to cultivate long-term client relationships, recognise and thank the sales team, office employees,
and customer support representatives for their efforts.
marketing strategies for recruiting new customers
It is essential for Changan to value and uphold all of the commitments made to existing customers,
including warranties and guarantees for after-sales services, if it wants to attract new customers. This
helps to build Changan's reputation and has a positive impact on the company's bottom line, while word
of mouth also plays an important role in generating new business opportunities.
When it comes to technology, design, comfort, and safety, Changan believes in Kaizan (continuous
improvement). To raise awareness among potential and target customers, the company employs the
following approaches and methods of advertising:
This category comprises broadcast television, radio, and print media.
When it comes to generating new business, this is one of the most effective promotional strategies
employed by marketing and sales teams.

Brochures:
Brochures are still another type of advertising material that includes information on a variety of models
and pricing as well as colours, specifications, and documentation that clients must provide, among other
things.

Pamphlet:

35
The booklet is given out to walk-in customers in order to promote the business in the local community.
Advertisements on billboards and banners include the following:
This is also a marketing strategy that Changan employs to advertise its products and services to
customers. The banners are posted at the doors to the branches and dealerships where they are available.

Publications in the media:

New product launches, model product introductions, and service offerings can all be communicated to a
wide number of potential customers through the use of press releases.

How to Set Up a Changan Website and Make Contact with People in Changan:
Changan's website is a powerful marketing tool for the company. All of Changan's new goods and debuts,
as well as all of the company's sales and service information, can be found on the company's continuously
updated website, which is available to all of the company's new clients.
Events:
Displays and new product launches, among other things, assist the Changan marketing and sales
department attract new customers and expand its customer base.

Ways of handling different kinds of customers like furious customer, problem

creating customers etc

Changan believes that customers are always correct in their assessments. In order to deliver outstanding
customer service and handle complaints, Changan's customer relations section provides exceptional
training to sales and service department staff on how to deal with a range of angry and problem-creating
customers. Changan auto provides specialised training and customer relationship management to all staff
who come into direct contact with customers in order to ensure that they are completely happy and have
faith in Changan auto automobiles and services.
For the purpose of ensuring that all customers receive complete justification and attention from Changan
employees, the customer relations department has established the following guidelines:
Focus on paying close attention and swiftly shifting your attention:

In order to aid clients in rejecting and regulating the impulse to argue, they receive specialised instruction.
Making enquiries, rather than making assumptions, will assist you in finding the main source of the
problem. Can you tell me how I can tell whether a customer is genuinely enraged? Demonstrate to the
customer that Changan's particular concerned salespeople are truly interested in and understand their
point of view.

For any typographical or omissional error or omission, please contact us immediately.

36
A mistake is swiftly corrected or something done to pacify the customer, and if the staff agrees that the
mistake was committed, an apology is issued to the customer. We are all flawed and prone to making
mistakes from time to time, no matter how careful we are. They examine their service procedures to see if
they can find a way to prevent the problem from occurring in the future.
Make it clear that you recognise and sympathise with their situation.
Customers appreciate it when businesses appear to understand their annoyances and take steps to resolve
them. Once you've listened to the customer's issue, respectfully restate the scenario to show that you
understand what they're saying. Being understanding is a wonderful method to defuse a dissatisfied
customer's situation and try to make things right with them.

If you find yourself in a difficult circumstance,

Find out the truth about what happened and why it happened. Is it in need of repair because it has been
damaged? Do you think it's feasible that the customer misinterpreted something? Give yourself plenty of
time to come up with a reasonable response.

Provide the buyer with a number of different choices.

What is the source of the client's dissatisfaction at this time? Make every effort to establish a compromise
that is beneficial to both sides. It is not always necessary to resort to litigation in order to resolve a
dispute. Some clients have certain requirements that are not met in other cases. Seek a reasonable solution
and express your happiness via action rather than simply words.

If required, get in touch with the client again.

Customer service representatives at Changan have received specialised training to guarantee that clients
are aware of the procedure. The expectations of the client are quite clear. Ascertain that the buyer
comprehends what is taking on in order to avoid any later misconceptions.
Understand that if one customer expresses unhappiness, there are likely to be others who feel the same
way about your product.
Can you tell me what you can do to help folks who are suffering difficulties? Who knows if anyone else
has been afflicted in a same manner.
We Would Like to Thank Each and Every One of Our Customers!
In spite of the fact that hearing client complaints might be difficult, they are frequently instructive in
terms of identifying areas for improvement in your profession or business. I owe them a debt of gratitude
that has not been satisfied. However unusual, thank customers for being upfront and candid with you
regardless of the comments they provide. Without it, you have no way of knowing whether or not you are
providing the quality of experience and service that your customers desire, and you have no way of
knowing whether or not you have room to grow.
Observation

37
Make contact with the folks who filed the complaint to ensure that they are completely satisfied with the
resolution you provided.

38
 Critical Analysis

In the first place, I'm relieved that my MBA programme is drawing to a close. It had been a lifelong
dream of mine, and it has now been realised.
However, while the theories we study in our MBA programme at our university differ greatly from
reality, I would like to point out that the majority of our studies are based on European and American
cultures and societies as well as research and development, which means one thing is guaranteed.

After seeing and experiencing so much during my MBA programme in Changan, I am not totally pleased
with what we were taught.

In terms of interactions with folks who are out in the field executing their jobs, my first notice is how
people react to them. The findings of our research show that workers and employees, particularly those in
top management, behave in vastly different ways.

Second, dealing with numerous clients at the same time is difficult, and this is made even more difficult
when one of them is enraged and we are compelled to remain mute.

When it comes to getting along with coworkers, employees, and management, it is not as straightforward
as we have been taught in our books.

For them, asking questions or offering aid is seen an affront to their intelligence, and thus they are
apprehensive about doing so.

Considering that Changan is a significant firm, it was clear that the company's senior management was
committed to upholding the Changan standards.

I've seen that employees in our organisation are not always as cooperative as they should be when it
comes to supporting newcomers with their adjustment.

People are unwilling to assist or cooperate as much as they should out of fear of losing their jobs to
someone else or to newcomers, which is understandable.

Despite the fact that the majority of top management and other employees do not appreciate me or make
me feel welcome, I have learnt that not everyone views life in the same way and that there are still decent
people who want others to achieve success as well as they do themselves.

In my opinion, educating oneself solely on the theoretical level is insufficient. It is essential to have real-
world experience in order to collaborate well and to build patience, abilities, and interpersonal skills.

39
 SWOT analysis of the organization
Strength
 The sector is growing, as are new technology and improvements.
 Modern workshop services are provided by fully computerised workshop services.

 The market is increasing in size.

 Each country has an excellent dealership network.

 They provide a broad feature set and high-quality goods at a low price.

Weakness

 Pakistan has a restricted product range, and delivery are sometimes late. Additionally, there is
less productivity.

 When an automobile is ordered months in advance in the customer's favourite colour, delivery
takes months.

Opportunities
 Pakistan's transportation system is also undergoing changes, including the introduction of
hybrid automobiles and other forms of vehicles.
 Vehicles that consume less gasoline
 Market expansion

Threats
 Rivalry in the auto sector, where Changan faces strong competition, intensifies as new entrants
enter.
 Changes in raw material prices, such as those for rubber, steel, and fuel, could be dangerous.
 The government reduces the excise levy on imports.
 Volatility in fuel prices is a concern.

40
 Conclusion

As I've learned, Changan has demonstrated to be really effective. It has a well-respected international
organisation responsible for human training, which helps to guarantee that effective teaching methods are
used.
Along with the cutting-edge technology utilised in the production of automobiles, Changan's sales and
marketing teams work tirelessly to promote the company's image in a market where top-of-the-line
vehicles with cutting-edge features are offered at competitive prices.
As a multinational organisation, the fact that Changan has been implemented with the same quality and
standards all over the world is a testament to the success of extraordinary management in all aspects of its
operations.
However, despite the fact that the workplace setting at Changan is far too formal, the services given by
the entire staff and management are adequate.
The majority of customers who acquire Changan automobiles are pleased with their purchase and grateful
for the excellent value they received, according to my observations. If Changan introduces its entire
product line into the Pakistani automotive market, the company will be unstoppable. Additionally, they
must extend their manufacturing infrastructure in order to improve their delivery time. The upshot of this
is that a substantial percentage of their client base has migrated to a vehicle produced by a different
manufacturer. There is a great deal of demand, but there is not enough supply.
This organisation has given me the opportunity to learn and grow, and I look forward to using the
information I obtained in Changan to my future career. In the future, I'd like to continue to do so in my
professional life as well.

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 Recommendations for Improvement
 Should increase production to avoid late deliveries
 Should introduce all products in Pakistan
 Should focus more to give awareness to common public about their cars and features.
 It is also possible to attract or retain customers by investment in new technology like express
maintenance packages which can make the services quicker, easier, cost efficient and more
flexible.
 Should expand more dealership in remote areas because I observe that customers have to come
from too far areas.
 Must improve employee loyalty.
 Must improve communication gap between employees and customers.
 Should improve co-ordination in between departments.
 Try to be friendlier with customers, when they enter inside so that they can finish their hesitation.
 Salaries should be appropriate and sufficient to make employees satisfied, which is key to
success.

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 References

 Mr. Mohsin Rauf, Manager Customer Relations

 Mr. Muhammad Ahmad , Sales Manager
 Ms. Sana ,Sales Executive
 Mr. Raza Tahir , Service Advisor
 Mr. Zeshan ,Customer Services Executive


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 Annexes

 Personal data collection through the staff of dealership during training period
 Internet
 Personal meeting with the head of Marketing Department
 Brochures, Banners, Pamphlets and form of applications
 Annual reports of dealership

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