Be Presentable

Welcome to course on
Be Presentable

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 Be Presentable

Session: Be Presentable

Learning Objective Evaluation Criteria

Discriminate between good and bad grooming NA
and how it Impacts customers

Duration 60 Minutes

Resources PowerPoint Presentation, Whiteboards and Markers

Facilitator’s Notes Drive the session through visual presentation on grooming.

End of Note

1-2. Facilitator’s Note:

 Read out the session title
 Conduct icebreaker
Icebreaker:
 Ask 4 participants to go out of the training room and make 5 visible
changes in their look (Hints: uncombed hair, shirt not tucked, untied
shoe laces, unbuttoned shirt, make shoes dirty, dirty fingers)
 Provide 5 minutes to make the changes
 When they return, ask participants to identify the changes.
Debrief:
Tell:
You all have identified the changes very quickly. These changes will have a
lasting impact on us. As they impact us, we need to ensure to bring in positive
change. This will have a most powerful impact on our customers.
This session is all about bringing a positive change in ourselves, which is easily
noticed and admired by customers

3. Tell:
Earlier, we discussed that we will visit either relatives or shopping complexes or
stores on the way where we are treated right. The same applies to customers
that approach your retail outlet.
The way you present yourselves and the way you treat the customers, attracts
them and makes to come back. So, how do we present ourselves? Let us
proceed to know about it in this session.
At the end of the session, you will be able to distinguish between good and bad
grooming and how it impacts customers.

4. Tell:
Let us look at a few images.
Ask:
Who looks more approachable?

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Facilitator’s Note:
 Ask participants to respond and share the reason
 Everyone replies “Customer Attendant B”
 Capture their responses like dressing, footwear and so on
Tell:
Customer B is in clean and tidy uniform and is more approachable than
Customer Attendant A is. The appearance of Customer Attendant B gives a good
first impression and makes a customer comfortable to approach him or her.

5. Tell:
As a Customer Attendant, you will meet customers on a daily basis. You are the
face of the company. When you meet customers, it is very important that you
present yourselves in a professional manner.
This creates a good first impression about you and your company – Indian Oil.
Ask:
How do you ensure to create good first impression?
Possible Response:
 By being nice to them
 Being friendly

Facilitator’s Note:
Capture participants’ response

6. Tell:
To impress a customer for the first time, you need to present yourself properly.
It includes various elements like your hair, skin, fingers, nails, dress and shoes.
In short, you need to groom yourself properly.
For the session, let us categorise the elements to clean formal dress code or
uniform, basic hygiene and body language or behaviour. You may wonder how
uniform plays a vital role. To understand this, let us do an activity.

7-8. Facilitator’s Note:

 Conduct the activity
 Display the images and ask participants to share their views
Ask:
Here are the images of various people. Can you identify who
they are?
Facilitator’s Note:
 If participants identify the professions of the people, ask them how
they recognised them
 All participants will respond either as dress code
or uniform
 Randomly ask a few participants “Why uniform or dress code is
important for these professions” and “how will it impact on their job”
 Capture the responses and appreciate the participants

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 Be Presentable

Tell:
The individuals displayed on the slide are doctor, postman, soldier, policeman,
pilot and lawyer. Their profession is recognised by their uniform or dress code.
Dress code or uniform helps recognise and distinguish you for the service
you do.

Ask:
How do you feel, if you see a group of people is same uniform?

Facilitator’s Note:
 Cue participants for team spirit
 Display next slide

Tell:
At workplace, uniform promotes team spirit and helps in team building
and unity.

9. Tell:
Remember, you represent IOCL for customers and you are the face of IOCL.
Therefore, by wearing uniform, it shows that you are part of Indian Oil. It helps
customers to recognise and approach the right person easily. By wearing
uniform with Indian Oil logo, your uniform establishes brand identity.
It promotes team building and unity.
Let us look at a video to understand the importance of having a neat and
clean uniform.

Facilitator’s Note:
 Display images and inform the participants to observe and share their
views on the scenes in the video

10. From the two scenes, we can infer that the appearance of the marshal made
the customer either to avail or not to avail the service. When the marshal or CA
does not maintain proper dressing and behaviour, it gives an opportunity for
the customer to build a negative opinion on the outlet. If that increases, then it
results in customer attrition (Attrition means decrease in the size).
If the marshal or CA maintains proper dressing and behaviour, it creates good
first impression on the outlet. This might also help in building relationship with
the customer or customer may tend to build relationship with the outlet or our
brand. This will result in customer retention.
Ask:
Can you list a few aspects of the uniform and how to maintain it?
Facilitator’s Note:
 Cue participants on their dress, shoes, cap
 Capture participants’ responses

11 -13. Tell:
Let us look at a few elements or aspects to be considered in a clean Indian Oil
uniform.

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 Be Presentable

A CA should wear cap. Ironed uniform, badge and shoes.

Ensure that CAs are dressed in clean and complete IOC uniform during working
hours at the RO.
The shirt and pant should be ironed. Ensure that it is without broken buttons,
tears or rips. It should always be tucked in and ensure that all shirt buttons are
closed properly except collar button.
The cap should be as per IOC design on the forecourt.
CAs should wear black leather shoes with navy blue socks.

Let us now look at a uniform for various roles.

14. Facilitator’s Note:

 This slide is optional
 Display this slide only when the RO where the training is conducted has
Pit stop facility
Tell:
Here is the uniform for Pit Stop attenders for premium and speedy care.

15. Tell:
Here is the uniform for marshal for both men and women marshals. They can
be easily identified with their vest.

16. Tell:
Here are the summer and winter uniforms for CAs for Metro retail outlets. And
the Xtra Premium poncho to wear over a T-shirt.

17. Tell:
Here is the front and back view of the uniform for men and women for all types
archetypes except for metro outlets

18. Facilitator’s Note:

 Emphasise on wearing neat and clean uniform
Ask:
Imagine, you are dispensing unit and you are wearing wrinkled shirt or your
normal shirt and pant?
Possible response:
Customers may not approach us and will look for CAs in uniform

Tell:
Customers assume you as another customer and will look for guys in uniform. If
you are wearing wrinkled shirt, they may not create good first impression on
you and our company. Hence, you need to wear clean and tidy uniform.

A neat and clean uniform gives you confidence. A poorly groomed customer
attendant grabs quick attention rather than a well groomed customer
attendant. Therefore, there are high chances of losing customers. Hence one
has to maintain proper hygiene and wear clean and ironed shirt and pant
without broken buttons, cap and polished shoes. Let us look at a few aspects to

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be a well groomed CA.

19-20. Tell:
A few basic hygiene tips are:
Have a bath every day and use deodorants,
Maintain well combed, short and neatly cut (unless for religious reasons) hair,
Maintain well shaved or neatly trimmed beard and moustache,
Maintain proper oral hygiene,
Hands and nails should be clean and nails trimmed properly and
Keep clean handkerchief and use it whenever required.
Tie your hair properly.

21 - 23. Tell:
You need to ensure that you maintain proper behaviour or body language while
interacting with the customers. A few tips are:
Greet and thank the customers properly,
Have a smiling face, proper head and hand gestures,
Maintain constant eye contact but avoid staring and
Have a right posture, which includes relaxed shoulders, straight back and
not arched.

Tell:
The most important process is greeting. And the regular processes at the retail outlet are
marshaling, fuel dispensing and air filling. These processes are very much obvious even
to the customer. Besides these, the other processes that are operated in retail outlet are
safe decantation of tank trunk, housekeeping and safety which includes earthing,
sampling and fire handling. Let us look at these processes.

24-26. Tell:
Greeting may be a simple gesture, but it will have a great impact on customers. To
understand this let us look at a video.

Facilitator’s Note:
 Play the video
 Debrief the video

Ask:
What have you learnt from the videos?

Tell
Debrief:
In the video, we have learnt that greeting others is a manner of respecting others. It
means bowing to others irrespective of their status. It helps to connect with them and
direct towards single goal.
A simple Namaste of folded hands helps to start discussion. It is a sign of respect to
others and creates good impression on us. When we do Namaste to our customers, it
gives a sense of belongingness and creates friendly environment.
Mainly, it helps to connect at personal level and helps the customers to become
comfortable and share their requirements.

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While you are greeting customers, ensure that you smile and greet the customers. It
should not be a greeting without smile.
Ask:
How do you greet your friends or familiar people?
Tell:
We express our happiness while we are meeting them, right. Similarly, your need to
express your happiness to customers when they visit your retail outlet. Also, you need to
introduce your retail outlet and yourself to the customer.
Facilitator’s Note:
Mention the respective retail outlet’s name where the training in conducted
Tell:
You can say ““Welcome to <Retail Outlet>. I am <Customer attendant’s name>. How can
I help you?” By saying your retail outlet name and your name, you are instilling and
establishing your presence in customer’s mind. Hence follow this practice.

Facilitator’s Note:
 Inform participants to try this for a few days and observe customer’s expression
and its result

Tell:
Now we have seen how to present ourselves, let us look at how our
competitors present themselves before
the customers.

27. Facilitator’s Note:

 Play the video
 Ask participants to share their observation

Tell:
In the video, we have seen that the forecourt attendant is in complete uniform,
that is, cap, dress, ID and shoes. He is courteous and friendly with the
customers and followed the process. Similarly, we too must be in uniform and
follow the practices religiously.

Key Learning Outcomes

28. Tell:
Let us end the session with a recap of the key learning outcomes.
In this session, we have learnt that:
 CAs must be dressed in clean and complete IOC uniform during
working hours at the RO.
 CAs must maintain basic hygiene like:
 Having bath everyday,
 Maintaining neatly trimmed beard and moustache and
 Maintaining clean hands

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 CAs must use effective gestures and facial expressions while directing
and serving the customer and ensure to do greet the customer
always

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