NEXA BRAND VALUES

TDM Module 4
PRE-TEST

2
QUESTION 1

What does NEXA stand for ?

A. New Exclusive Automobile Expansion

B. New Expanded Automation Experience
C. New Exclusive Automotive Experience
D. New Exclusive Automobile Experience

3
QUESTION 2

What are the brand values that NEXA adheres to?

A. Reliable, Professional, Digitized, Convenient

B. Experience, Exclusive, Global, Efficient
C. Global, Reliable, Innovative, Pampering, Excitement
D. Exciting, Sensitive, Industrious, Personalized

4
QUESTION 3

What is exclusive about the NEXA Brand?

A. State-of-the art technology

B. Premium Product and services
C. Customer complaint resolution
D. Choice A & B

5
QUESTION 4

The value “Innovation” has been brought to NEXA

through

A. Relationship maintained by RMs with customers

B. Technology used at NEXA showrooms
C. Lifestyle amenities at NEXA showrooms
D. Hospitality offered by the RM

6
QUESTION 5

At NEXA, exclusive hospitality is the first key to

_____________

A. Pamper the customer

B. Convince the customer
C. Acknowledge the customer
D. Recognize the customer

7
QUESTION 6

Which of them is not an convenience accessory

A. Charger
B. Cool-Warm Box
C. Seat Covers
D. Mobile Holder

8
QUESTION 7

At NEXA, lifetime relationships are created through

A. Loyalty programs & rewards

B. Selling premium accessories
C. Selling insurance
D. Providing freebies along with a car.

9
QUESTION 8

The value “Global” has been brought to NEXA through

A. Relationship maintained by RMs with customers

B. Lifestyle amenities at NEXA showrooms
C. Technology used at NEXA showrooms
D. Hospitality offered by the RM

10
QUESTION 9

Reliability is a NEXA value observed through

A. Relationship maintained by RMs with customers

B. Lifestyle amenities at NEXA showrooms
C. Technology used at NEXA showrooms
D. Hospitality offered by the RM

11
QUESTION 10

Which is the HERO car?

A. Car kept at malls for promotion

B. Car maintained for the test-drive
C. Car displayed below the bulk-head
D. Cars in the stock-yard

12
QUESTION 11

Technology enables which of the following NEXA values?

A. Global
B. Reliable
C. Innovative
D. Pampering

13
QUESTION 12

Lifestyle amenities enables which of the following NEXA

values?

A. Global
B. Reliable
C. Innovative
D. Pampering

14
QUESTION 13

The NEXA relationship manager adds value to the NEXA

brand due to the following qualities

A. He/she is an expert of automobiles

B. He/she understands people's cultures
C. He/she understands people's values, needs and
caters to them accordingly
D. All of the above

15
QUESTION 14

Which of the following cars must not be kept in the

display/demo area

A. Pearl arctic white, SCross

B. Urban-Blue, SCross
C. Autumn Orange, Baleno
D. Ray-Blue, Baleno

16
QUESTION 15

What is the “Bulk-head at a NEXA dealership?

A. Rectangular wooden flooring with accessory display

B. Floor Manager cubicle
C. Rectangular unit with lights, placed over the Hero-Car
D. The small customer discussion cubicles

17
QUESTION 16

At NEXA, the relationship manager is responsible for

A. Pre-sales process
B. Showroom and Delivery activities
C. Post-sales process
D. All of the above

18
QUESTION 17

Which of them is not an lifestyle accessory

A. Compact Umbrella
B. Travel bag
C. Thermos
D. Alloy wheel

19
QUESTION 18

Pick the odd one out

A. Head-up display
B. Cushion
C. Garmin Navigation
D. Hands free Kit

20
QUESTION 19

Hospitality enables which of the following NEXA values?

A. Global
B. Reliable
C. Innovative
D. Pampering

21
QUESTION 20

Which if them is not as per NEXA Guideline for uniform?

A. Grey Trousers
B. White Shirt
C. Grey Blazer
D. Red Tie

22
PRE TEST SOLUTION

1 C 11 C

2 C 12 A

3 D 13 D

4 B 14 A

5 A 15 C

6 C 16 D

7 A 17 D

8 B 18 B

9 D 19 D

10 C 20 D

23
SESSIONS AND FLOW

Session 1: What is a Brand

Session 2: NEXA Brand Values

Session 3: Post Test

24
WHAT IS A BRAND

1
25
THE NEXA BRAND

This session will cover, The NEXA

• Brand Philosophy

• Target Customer Profile

• Brand Elements

• Brand & You

26
WHAT IS A BRAND?

Can you name a few famous brands?

27
WHAT IS A BRAND?

What are these brands renowned for?

28
WHAT IS A BRAND?

design excellence in precision luxury

mobile technology watches

for latest & durable

TV technology designer
clothes
airlines for on-time record

Popular
aeriated drinks

What are some of the characteristics that made these brands?

29
CHARACTERISTICS OF A BRAND

Gives the Great quality

brand its creates the
identity Unique Reliable trust factor

Valuable Evolving
Changes with time to
Worthy of
adapt to customer’s
its price
preferences

30
NEXA BRAND
VALUES

2
31
WATCH & LEARN

Play the video from the folder

• VDO 1 – Brand AV

• VDO 2 – NEXA Ad1

• VDO 3 – NEXA Ad2

• VDO 4 – NEXA Ad3

32
NEW
New Today, New Tomorrow.
New Products. New Technology.
New Expectations. New Surprises.

EXCLUSIVE
Exclusive Attention.
Exclusive Relationship.
Exclusive Style.

AUTOMOTIVE
Automotive Leader.
Automotive Benchmarks.
Automotive Global Standards.

33
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

Inclusive Earning trust and Visible innovation Invoking the

Globalism that reliability through that creates an feeling of being
presents partnership and immersive treated special
international consultancy. experience. and different
standards & best Listening, Innovation that through a level
practices in understanding and shows modernity of customer
automotive providing service and reflects service and
industry with deep and solutions that leadership in the hospitality un-
knowledge & reflect automotive industry matched in
sensitivity to local professionalism and automotive and
concerns, culture Expertise. on par with the
& conditions. best in service
industries

EXCITEMENT
Experiencing NEW every time!
To be amongst the EXCLUSIVE few to
experience the NEW, that makes NEXA an
exciting destination

34
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

GLOBAL is a NEXA value that comes through by catering to

the LIFESTYLE of the customer

35
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• The Global value is reflected in the design expression for NEXA,

which is Elegant, Premium and Dynamic.

Product - The Only Hero First Impression Is

Product comes first. All attention in the
showroom on the product. All technology to
highlight the product. All innovations around
the product.
Create Anticipation
Build desirability from the external to the
internal. Build curiosity. What’s inside,
what’s that, what’s next?
Everything
Every first impression is key. First impression
from outside, first impression from inside, first
impression of our vehicles. First impression of
our people.
Privacy Is Attention
Personal space is key to giving status and
importance. Privacy and space to observe,
to converse, to discuss, to appreciate.

36
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• First Look while approaching NEXA showroom creates interest

• The customer is tempted to see what’s inside

37
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• Spic and span

• Mild music
• Beautiful & sophisticated

• The showroom, the representation, the RM, the vehicle, the NEXA service
and the NEXA experience are a class apart.

38
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• From close by the NEXA showroom looks appealing

• Vehicle is the only colored object. Creates inquisitiveness

39
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• Showroom interior is very inviting

• Layout is simple and with high visibility

40
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• A premium lounge is present of comfortable seating

• The lounge offers a view of the vehicle

41
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• Top of the class LED screens

• Genuine NEXA accessories on display

42
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

RELIABLE is a NEXA value that comes through the

RELATIONSHIP the RM maintains with the customer

43
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

In case of illness who do you approach?

Any Doctor Family Doctor

• We have a comfort level with Family doctor

• Family doctor has a better understanding of our health
• Similarly RM should be the single point of contact for customer
44
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• RM is the single point of contact

• RM takes care of the customer needs before and after the purchase
• New Car purchase, Finance, Insurance renewals, Accessories etc.
45
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

Vehicle
Demo

First Impressions
Initial Discussion

Vehicle Vehicle
Test-Drive Delivery
Finalizing the Deal

• RM takes over from the FLM and remains the single point of contact
for all of the customers automotive requirements
46
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• NEXA cards & Loyalty programs enable us to build strong customer

relationships
• RM must help customer understand and redeem reward points
47
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

INNOVATIVE a NEXA value that comes through the use of

TECHNOLOGY that is current and eases processes

48
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• All NEXA showrooms are

• Paperless and
• Wi-Fi enabled

• All transactions done through the

iPad

49
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• At NEXA showrooms iPad is used

for customer interface
• Mirroring the iPad onto large LED
screen helps customers to make
decisions promptly

• Adds a wow factor

50
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• NEXA owners app can be used by

the customer to

• Book service appointments

• Get reminders on insurance
• Get updates on loyalty program
• Stream music

51
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

NEXA Website has

• Product Information
• List of Dealerships
• List of Service station

• NEXA website has a GPS enabled locator to find nearest NEXA

showroom to the customer’s current location
52
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

PAMPERING NEXA value that comes through the

HOSPITALITY given to customer by NEXA personnel

53
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• Valet courteously takes the keys and parks the customer’s vehicle
• Standard set by NEXA, previously not experienced by the customer
54
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• Refreshments offered through a Menu

• Wide choice of beverages

55
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING

• Delivery of car from within the showroom

• Ceremony with chocolates and flowers to make it special

56
 Good customer service is
ALWAYS remembered and
appreciated and it is what
may be the difference
between a sale and just an
ROLE OF enquiry.
A
RELATIONSHIP
MANAGER
57
58
 Valet Driver
CUSTOMER

SHOWROOM

Relationship General
Office Boy Manager Manager

Accessories & Tele- Accounts &

Registration Evaluator IT
Delivery Executive Loans

Runner

Admin Finance
Manager Manager BACK OFFICE

59
I AM A NEXA RELATIONSHIP MANAGER

What Is My Role?

• I am the FACE of NEXA customer experience at every

step.

• I am responsible for forming and keeping up meaningful

relationships with every customer

• I am supported by a robust team to deliver our best to all

customers

60
I AM A NEXA RELATIONSHIP MANAGER

Why I Am The Right Person For This Role?

• I am bright, confident, positive, energetic and self-driven

• I am well-groomed with a friendly personality, a dependable character and

work well with people

• I am not just an expert of automobiles, but I also understand people’s

culture, values, needs and cater to them accordingly

• I am up-to-date with the latest technology and am groomed to global

standards

• I am a true team player and a results-oriented global professional

61
I AM A NEXA RELATIONSHIP MANAGER
My Commitments
• Pre-Sale
o I will generate leads through all available sources
o I will earn referrals from my existing customers
o I will be warm and gracious towards all showroom visitors
o I will be a partner to my customers by helping them choose the best car(s) according to
their needs and interests

• Sales
o I will exceed my sales target
o I will assist my customers throughout the sales process, including loans, exchange,
registration & accessorising.
o I will collaborate with internal teams on relevant tasks and problem solving
o Before delivery, I will ensure the vehicle is ready with all accessories fitted
o I will ensure customer delight through on-time delivery

• Post-Sales
o I will keep in touch with my customers regularly on car service, insurance renewals, offers,
new launches etc., with a focus on retention, referral and loyalty
62
THEMES FOR CONTINUOUS IMPROVEMENT
Know yourself. • Get your act in order!
But know competition better! • Be Disciplined & Punctual
• Commit & Keep Commitments
Subscribe to: • You are team & Team is you
Auto-World magazines • Smile. It costs nothing.
(e.g. Auto Car India) & Websites
(e.g. Zigwheels.com)

Up-to-date Professional
Knowledge

Softer Innovation &

Aspects Initiative
• Communicate better! • Brain Storm. Innovate. Let the
• Read. Read. Read. ideas flow.
What… • Believe in who you represent.
Newspapers & Magazines • Walk that extra mile. The
• Watch English news channels customer will always remember
• Eat. Sleep. Think. Dream. you for that
English. .

63
BRAND MANIFESTO

We believe that the experience of buying a car should be exciting and memorable.

We believe that our customers have the right to demand a customer service
experience that is on par with the best, and the right to expect better.

We believe our sales people are partners in the purchase process and should be
professional in presentation and pampering in personality.

We believe that our cars and operations should be up to global standards and
our understanding up to personal requirements.

We believe that we can offer our customer the newest in terms of Innovative
technology and products, and the oldest in terms of trust, reliability and goodwill

64
POST-TEST

65
QUESTION 1

What does NEXA stand for ?

A. New Exclusive Automobile Expansion

B. New Expanded Automation Experience
C. New Exclusive Automotive Experience
D. New Exclusive Automobile Experience

66
QUESTION 2

What are the brand values that NEXA adheres to?

A. Reliable, Professional, Digitized, Convenient

B. Experience, Exclusive, Global, Efficient
C. Global, Reliable, Innovative, Pampering, Excitement
D. Exciting, Sensitive, Industrious, Personalized

67
QUESTION 3

What is exclusive about the NEXA Brand?

A. State-of-the art technology

B. Premium Product and services
C. Customer complaint resolution
D. Choice A & B

68
QUESTION 4

The value “Innovation” has been brought to NEXA

through

A. Relationship maintained by RMs with customers

B. Technology used at NEXA showrooms
C. Lifestyle amenities at NEXA showrooms
D. Hospitality offered by the RM

69
QUESTION 5

At NEXA, exclusive hospitality is the first key to

_____________

A. Pamper the customer

B. Convince the customer
C. Acknowledge the customer
D. Recognize the customer

70
QUESTION 6

Which of them is not an convenience accessory

A. Charger
B. Cool-Warm Box
C. Seat Covers
D. Mobile Holder

71
QUESTION 7

At NEXA, lifetime relationships are created through

A. Loyalty programs & rewards

B. Selling premium accessories
C. Selling insurance
D. Providing freebies along with a car.

72
QUESTION 8

The value “Global” has been brought to NEXA through

A. Relationship maintained by RMs with customers

B. Lifestyle amenities at NEXA showrooms
C. Technology used at NEXA showrooms
D. Hospitality offered by the RM

73
QUESTION 9

Reliability is a NEXA value observed through

A. Relationship maintained by RMs with customers

B. Lifestyle amenities at NEXA showrooms
C. Technology used at NEXA showrooms
D. Hospitality offered by the RM

74
QUESTION 10

Which is the HERO car?

A. Car kept at malls for promotion

B. Car maintained for the test-drive
C. Car displayed below the bulk-head
D. Cars in the stock-yard

75
QUESTION 11

Technology enables which of the following NEXA values?

A. Global
B. Reliable
C. Innovative
D. Pampering

76
QUESTION 12

Lifestyle amenities enables which of the following NEXA

values?

A. Global
B. Reliable
C. Innovative
D. Pampering

77
QUESTION 13

The NEXA relationship manager adds value to the NEXA

brand due to the following qualities

A. He/she is an expert of automobiles

B. He/she understands people's cultures
C. He/she understands people's values, needs and
caters to them accordingly
D. All of the above

78
QUESTION 14

Which of the following cars must not be kept in the

display/demo area

A. Pearl arctic white, SCross

B. Urban-Blue, SCross
C. Autumn Orange, Baleno
D. Ray-Blue, Baleno

79
QUESTION 15

What is the “Bulk-head at a NEXA dealership?

A. Rectangular wooden flooring with accessory display

B. Floor Manager cubicle
C. Rectangular unit with lights, placed over the Hero-Car
D. The small customer discussion cubicles

80
QUESTION 16

At NEXA, the relationship manager is responsible for

A. Pre-sales process
B. Showroom and Delivery activities
C. Post-sales process
D. All of the above

81
QUESTION 17

Which of them is not an lifestyle accessory

A. Compact Umbrella
B. Travel bag
C. Thermos
D. Alloy wheel

82
QUESTION 18

Pick the odd one out

A. Head-up display
B. Cushion
C. Garmin Navigation
D. Hands free Kit

83
QUESTION 19

Hospitality enables which of the following NEXA values?

A. Global
B. Reliable
C. Innovative
D. Pampering

84
QUESTION 20

Which if them is not as per NEXA Guideline for uniform?

A. Grey Trousers
B. White Shirt
C. Grey Blazer
D. Red Tie

85
POST TEST SOLUTION

1 C 11 C

2 C 12 A

3 D 13 D

4 B 14 A

5 A 15 C

6 C 16 D

7 A 17 D

8 B 18 B

9 D 19 D

10 C 20 D

86
THANK YOU