Automotive customer relastionship manager_PH.pptx

It is crm guide

1. Digital Aid Customer Relationship Manager NSQF LEVEL - 7

2. TABLE OF CONTENTS CHAPTER CONTENT 1. Introduction to the role of an Automotive Customer Relationship Manager 2. Plan Work Effectively and Implement Safety Practices 3. Communicate Effectively and Efficiently 4. Perform team supervision and performance evaluation 5. Manage and Enhance Customer Experience

3. CHAPTER - 1 Introduction To The Role Of An Automotive Customer Relationship Manager S. NO. CONTENT 1.1 Introduction to automotive Industry . 1.2 Introduction to the Job role: Customer Relationship Manager (CRM). 1.3 SOP’s in automobile workshop. 1.4 Documentation in Sales Processes as Specified by OEM. 1.5 1.6 Organizational Policies, Professional Code of Ethics, and Standards of Practice. Safety, Health, and Environmental Policies in the AutomotiveWorkplace

4. S. NO. CONTENT 2.1 Workplace Risks and Hazards in the Automotive Sector 2.2 Reporting Health, Safety, and Security Breaches 2.3 Optimizing the usage of resources in the automotive industry 2.4 Discuss different set of problems along with their causes and possible solutions CHAPTER – 2 Plan Work Effectively and Implement Safety Practices

5. S. NO. CONTENT 3.1 Effective Communication and Inclusivity in the Workplace: Ensuring Transparency, Sensitivity, and Respect 3.2 Describe ways to manage and coordinate with team members for work integration. 3.3 State the importance of team goals over individual goals, keeping commitments, and informing them in case of delays. 3.4 Outline organization policies and procedures pertaining to written and verbal communication CHAPTER – 3 Communicate Effectively and Efficiently

6. CHAPTER – 4 Perform team supervision and performance evaluation S. NO. CONTENT 4.1 Introduction to Effective Sales Team Management in the Indian Automotive Sector: Strategies for Success. 4.2 Enhancing Sales Performance through Effective Feedback, Documentation, and HR Integration.

7. CHAPTER – 5 Manage and Enhance Customer Experience S. NO. CONTENT 5 .1 Explain how to understand key customer requirements for the vehicle or any issue related to sales/service 5 .2 OEM training modules for the training of backend sales, services functions 5.3 Software or format used for sales/marketing presentations, billing, financing of the vehicles, sales/service records and warehousing 5.4 Analyze local market procedures and customer preferences including the sales peculiarities based on geographical gradations etc. 5.5 Discuss feedbacks/complaints from customers visiting the showroom

8. CHAPTER - 1 Introduction To The Role Of An Automotive Customer Relationship Manager

9. 1.1 Introduction To Automotive Industry .

10. 1.2 Introduction to the Job role: Customer Relationship Manager (CRM) 1. Diverse Customer Base: • The automotive industry caters to a diverse customer base, ranging from individual consumers to fleet managers and corporate clients. • Each segment has unique needs, preferences, and expectations, making it essential for companies to tailor their approach to different customer groups. 2. Product Lifecycle and Innovation: • The automotive industry experiences rapid product development and innovation cycles, with new models and features introduced regularly. • CRM systems help companies keep track of customer preferences, purchase history,and feedback, enabling them to align their offerings with customer expectations. 3. After-Sales Services: • After-sales services, including maintenance, repairs, and support, are critical for customer satisfaction. • CRM systems assist in managing service requests, scheduling appointments, and ensuring timely communication with customers, enhancing the overall ownership experience. 4. Digital Transformation: • The automotive industry is undergoing digital transformation, with online sales, virtual showrooms, and digital marketing becoming increasingly prevalent. • CRM tools are integral in managing digital interactions, tracking online customer behaviour , and personalizing digital communication to enhance the customer experience. 5. Brand Loyalty and Reputation: • Building and maintaining brand loyalty is essential in a competitive market. CRM helps in creating personalized experiences, loyalty programs, and targeted marketing campaigns to retain customers. • Managing customer feedback and addressing concerns promptly is crucial for maintaining a positive brand reputation. 6. Regulatory Compliance: • The automotive industry is subject to various regulations and standards, and compliance is crucial for maintaining trust and credibility.

11. 1. 3 SOP’s in automobile workshop

12. 1.4 Documentation in Sales Processes as Specified by OEM Accurate Order Forms   Order forms serve as the blueprint for the entire sales process, capturing essential customer preferences and specifications. Thorough and accurate completion of order forms minimizes the risk of misunderstandings and ensures that customers receive the desired vehicle configuration.   Understanding and Drafting Contracts   Contracts are legal documents that formalize the terms of the sales agreement. Customer relationship managers must have a comprehensive understanding of OEM-specified guidelines for drafting contracts, ensuring legal compliance and clarity.   Legal Framework and Customer Protection   Contracts provide a legal framework that protects both the customer and the dealership. Discussing the key elements of a contract, including pricing, delivery terms, and warranty details, ensures that customers are well-informed and legally protected.     OEM Guidelines for Contracts   OEMs often have specific requirements for the content and structure of contracts. Customer relationship managers need to be well-versed in these guidelines to create contracts that align with both legal standards and OEM expectations. Preventing Misunderstanding   Clear and well-drafted contracts minimize the potential for misunderstandings between the dealership and the customer. Emphasizing transparency in contract language and explaining terms to customers contributes to trust-building in the sales process .   Customer Agreement and Signatures   Customer agreement to the terms and conditions outlined in the contract is essential. SOPs should guide the process of obtaining customer signatures, ensuring a legally binding agreement.

13. 1.5 Organizational Policies, Professional Code of Ethics, and Standards of Practice. Significance of Organizational Policies   Organizational policies act as the guiding principles that delineate the rules and procedures within a dealership. For a CRM, these policies establish a framework for consistent and efficient operations. By comprehending and adhering to these policies, a CRM not only contributes to the smooth functioning of the dealership but also ensures that every interaction aligns with the overarching goals and values of the organization. This unit delves into the specificities of these policies, illustrating how their adherence not only streamlines internal processes but also contributes to a cohesive and unified dealership environment. Professional Code of Ethics   Embedded within the responsibilities of a CRM is the imperative to uphold a professional code of ethics. Ethical conduct in customer interactions, data handling, and decision-making forms the bedrock of trust and credibility. This unit elucidates the ethical considerations unique to the automotive sector, guiding CRMs on the path of transparency, honesty, and integrity. Understanding the ethical dimensions of the role is not just a theoretical endeavor but a practical necessity to build enduring relationships with customers and elevate the dealership's reputation Standards of Practice   Standards of practice set the benchmark for delivering high-quality and consistent service. For CRMs, adherence to these standards is tantamount to providing customers with a reliable and standardized experience. The unit explores these standards in detail, demonstrating how they contribute to a professional and customer-focused approach. By meeting or exceeding these standards, CRMs not only enhance their own professionalism but also contribute to an elevated industry standard, setting the dealership apart in a competitive market.

14. 1.6 Safety, Health, and Environmental Policies in the Automotive Workplace Safety Policy About Policy   Safety policies in the automotive workplace encompass a set of guidelines and procedures designed to prevent accidents, injuries, and occupational hazards. These may include protocols for equipment operation, proper use of personal protective equipment (PPE), and emergency response procedures.   Importance of Following the Policy   Safety is paramount in the automotive industry due to the inherent risks associated with machinery, tools, and potentially hazardous materials. Adherence to safety policies ensures the well-being of employees, minimizes workplace accidents, and maintains a secure work environment. Ensuring Policy Compliance as a Relationship Manager   As a Relationship Manager, fostering a culture of safety involves proactive communication of safety protocols to both employees and customers. Regular training sessions, emphasizing the significance of following safety measures, and conducting periodic safety audits can help reinforce compliance. Health Policies About Policy   Health policies in the automotive trade outline measures to safeguard and promote the well-being of employees. This includes provisions for regular health check-ups, access to medical facilities, and guidelines for maintaining a healthy work-life balance. Importance of Following the Policy   Employee health directly impacts productivity and job performance. Health policies aim to prevent occupational illnesses, reduce absenteeism, and enhance the overall vitality of the workforce. Ensuring Policy Compliance as a Relationship Manager   Promoting health policies involves integrating wellness programs and initiatives into the workplace. As a Relationship Manager, facilitating health awareness campaigns, organizing health check-up events, and encouraging a work culture that prioritizes employee well-being can contribute to policy adherence.

15. Environmental policy About Policy   Environmental policies in the automotive industry outline practices and procedures to minimize the environmental impact of operations. This includes waste management, recycling initiatives, and adopting eco-friendly technologies Importance of Following the Policy   Given the environmental concerns associated with automotive activities, adherence to environmental policies is crucial for reducing carbon footprints, conserving resources, and contributing to sustainable practices. Ensuring Policy Compliance as a Relationship Manager   Integrating environmental consciousness involves promoting eco-friendly practices in customer interactions. This may include offering green alternatives, educating customers on environmentally friendly vehicle maintenance, and supporting initiatives for sustainable automotive practices. Regularly evaluating and updating environmental practices ensures continued compliance.

16. CHAPTER - 2 Plan Work Effectively and Implement Safety Practices

17. 2.1 Workplace Risks and Hazards in the Automotive Sector

18. 2.2 Reporting Health, Safety, and Security Breaches

19. 2.3 Optimizing the usage of resources in the automotive industry Material Optimization Strategies Inventory Management Enhancement Implementing Just-In-Time (JIT) inventory practices revolutionizes material management by aligning material orders directly with production schedules, thus minimizing storage costs and reducing waste. For instance, Toyota's JIT approach, part of the Toyota Production System, has set a global benchmark for reducing inventory holding and enhancing material flow efficiency. By closely monitoring demand signals, automotive manufacturers can significantly lower the risk of overproduction and material obsolescence. Recycling and Reuse Initiatives Advanced Material Technologies The evolution of material science offers automotive manufacturers opportunities to explore lighter, stronger, and more sustainable materials. Incorporating carbon fiber composites and advanced alloys can reduce vehicle weight, enhancing fuel efficiency and performance while minimizing material use. The BMW i3, with its carbon-fiber-reinforced plastic frame, exemplifies how advanced materials can optimize resource usage without compromising safety or quality. Adoption of Energy Management Systems Energy consumption in automotive manufacturing is immense, with significant portions allocated to assembly processes and facility heating. Implementing an Energy Management System (EMS) certified by standards such as ISO 50001 can help manufacturers monitor, control, and optimize energy use. For instance, Ford Motor Company's adoption of ISO 50001 across its manufacturing facilities worldwide has led to substantial energy savings and a reduction in carbon emissions. Transition to Renewable Energy Sources Shifting to renewable energy sources, such as solar or wind, is becoming increasingly viable for automotive manufacturers. Volkswagen's Chattanooga plant in Tennessee, powered by a 33-acre solar park, is one of the largest solar installations at any auto factory worldwide. This shift not only reduces reliance on fossil fuels but also aligns with global sustainability goals and consumer expectations for greener manufacturing practices. Equipment and Process Optimization Optimizing machinery and manufacturing processes for energy efficiency can yield significant savings. Regular maintenance ensures equipment operates at peak efficiency, while technological upgrades can reduce energy consumption. For example, replacing traditional hydraulic presses with servo-driven presses can offer more precise control and energy savings of up to 50% per cycle.

20. 2.4 Discuss different set of problems along with their causes and possible solutions Problem 1: Production Inefficiencies Causes: Outdated Equipment: Reliance on aging machinery that lacks the efficiency and capabilities of modern technology can lead to production bottlenecks. Lack of Process Integration: Siloed operations and poor communication between departments disrupt the smooth flow of production processes. Inadequate Training: Without proper training, employees may not utilize equipment or follow processes optimally, leading to inefficiencies. Solutions: Technology Upgrades: Investing in the latest manufacturing technologies, such as automation and robotics, can significantly enhance production speed and consistency Process Reengineering: Implementing a holistic approach to production, including lean manufacturing principles, can streamline operations and improve interdepartmental collaboration. Problem 2: High Rate of Occupational Injuries Causes: Insufficient Safety Training: Employees unaware of proper safety procedures or the importance of PPE are more prone to accidents. Poor Workplace Ergonomics: Inadequately designed workspaces can lead to strain and injuries over time. Equipment Malfunction: Failing to maintain and inspect equipment regularly can result in unexpected failures, posing risks to operators. Solutions: Comprehensive Safety Training: Implementing regular, mandatory safety training sessions, including the correct use of PPE and emergency response protocols. Ergonomic Assessments: Conducting ergonomic evaluations of workstations and adjusting them to fit employees' needs can prevent many common workplace injuries.

21. CHAPTER - 3 COMMUNICATE EFFECTIVELY AND EFFICIENTLY

22. 3.1 Effective Communication and Inclusivity in the Workplace: insuring Transparency, Sensitivity, and Respect" The Role of Communication in the Automotive Sector Communication within the automotive industry serves as the lifeline that connects various segments of an organization—from design and production to marketing and sales. It facilitates the seamless exchange of ideas, ensures alignment on goals and strategies, and fosters a collaborative environment conducive to innovation. In an era where the automotive sector is undergoing significant transformations, including shifts towards electric vehicles and sustainable practices, effective communication channels enable organizations to navigate challenges, harness opportunities, and drive forward with a unified vision. Inclusivity as a Driver of Innovation Inclusivity, particularly in the automotive industry, goes beyond mere compliance with diversity mandates; it is an essential element in tapping into a wider range of perspectives, skills, and talents. Recognizing and valuing differences in gender, culture, and abilities among team members not only enriches the workplace environment but also propels creativity and innovation. By adjusting communication styles to be sensitive to the needs and preferences of a diverse workforce, including persons with disabilities ( PwD ), automotive organizations can enhance team dynamics, improve problem-solving capabilities, and ultimately, produce products and services that cater to a broader segment of society.

23. 3.2 Describe Ways To Manage And Coordinate With Team Members For Work Integration Strategies for Clear Communication 1. Digital Communication Platforms: Leveraging technology for communication is crucial. For example, Tata Motors, one of India's leading automotive companies, utilizes platforms like Microsoft Teams and Slack for internal communications. These tools support instant messaging, video conferencing, and real-time collaboration, making it easier to connect teams across different locations. 2. Standardization of Processes and Terminologies: Given the technical nature of automotive manufacturing, it's essential to standardize terminologies and processes across the organization. Mahindra & Mahindra, for instance, employs a comprehensive intranet system that hosts detailed documentation on processes, guidelines, and standardized industry terminologies. This ensures that all employees, regardless of their regional background or language, have access to the same information,minimizingmis understandings. 3. Regular Updates and Briefings: Regular briefings and updates are vital to keep all team members informed about organizational goals, project statuses, and any changes in protocols. Maruti Suzuki India Limited practices this by holding weekly virtual town halls where senior management updates employees on company news, market trends, and strategic directions. This not only keeps employees informed but also fosters a sense of inclusion and engagement. 4. Feedback Loops: Establishing channels for feedback is essential for continuous improvement in communication. For instance, Ashok Leyland has implemented a feedback mechanism through its internal portal, where employees can submit suggestions and feedback about communication effectiveness. This feedback is regularly reviewed by the communication team to identify areas for improvement.

24. 3.3 State The Importance Of Team Goals Over Individual Goals, Keeping Commitments, And Informing Them In Case Of Delays 1. Building Trust and Reliability: Keeping commitments is crucial for building trust within teams and with external stakeholders, including suppliers, dealers, and customers. In the automotive industry, where the supply chain and production timelines are tightly integrated, reliability in meeting commitments can significantly impact operational efficiency and brand reputation. 2. Facilitating Predictable Scheduling and Planning: Adherence to commitments allows for more accurate scheduling and planning. For automotive manufacturers like Maruti Suzuki India Limited, where production schedules are tightly linked to supply chain deliveries and market launches, the ability to rely on team members to meet their commitments is essential for maintaining smooth operations. 3. Supporting Agile Response to Market Changes: The ability to quickly inform and adjust plans in response to delays is crucial for staying agile in a rapidly changing market. The Indian automotive industry, with its focus on innovation and rapid growth, particularly in the electric vehicle segment, requires such agility to capitalize on emerging opportunities and navigate challenges. Informing Them in Case of Delays 1. Enabling Proactive Problem-Solving: Timely communication about potential delays allows teams to proactively address challenges before they escalate. For example, if a supplier faces issues that could delay parts delivery, early notification can lead to alternative arrangements being made, minimizing disruptions to the production schedule. 2. Maintaining Transparency and Trust: Open communication about delays demonstrates a commitment to transparency, fostering an environment of trust. In the competitive automotive sector, where delays can have cascading effects on product launches and market positioning, maintaining stakeholder trust is invaluable.

25. CHAPTER - 4 Perform team supervision and performance evaluation

26. 4.1 Introduction to Effective Sales Team Management in the Indian Automotive Sector: Strategies for Success Setting Goals and Targets for the Sales Team in the Indian Automotive Sector Understanding the Market Landscape The Indian automotive sector, characterized by its vast diversity and rapid growth, offers unique challenges and opportunities. The market's complexity, driven by varying consumer preferences across regions, regulatory changes favoring sustainability, and the increasing competition from both domestic and international players, sets a dynamic backdrop for sales teams. For instance, the push towards electric vehicles (EVs), backed by government initiatives like the Faster Adoption and Manufacture of (Hybrid &) Electric Vehicles (FAME) India scheme, has opened new avenues for growth and competition. The Role of SMART Goals Setting goals using the SMART framework (Specific, Measurable, Achievable, Relevant, Time- bound) is essential in this context. For example, a specific and measurable goal could be, "Increase the dealership network in tier 2 cities by 20% by the end of the fiscal year," which aligns with the broader objective of penetrating emerging markets. Such goals are not just numbers but are anchored in understanding market dynamics, such as the rising demand for personal mobility solutions in tier 2 cities post the COVID-19 pandemic. Market Analysis and Historical Data Leveraging market analysis and historical sales data is crucial for setting informed goals. Analyzing trends, such as the surge in demand for SUVs and compact cars, or the growing interest in EVs among urban consumers, helps in tailoring goals that are not only ambitious but also grounded in reality. For instance, Maruti Suzuki’s strategic focus on expanding its premium Nexa outlets is informed by the growing segment of middle-class consumers aspiring for premium experiences. Communicating Goals Effective communication of goals is paramount. It involves not just outlining the what and the why behind each target but also engaging with the sales team to discuss how these goals can be realistically achieved. Utilizing interactive sessions, digital platforms, and visual dashboards can facilitate better understanding and ownership of goals among team members. Incorporating Feedback A two-way communication channel for feedback allows sales teams to voice concerns, suggest adjustments, and share insights from the field, which can lead to more refined and achievable goals. For example, feedback from sales representatives in rural areas might highlight the need for different sales strategies or targets than those in urban regions, reflecting differences in consumer behavior and purchasing power.

27. 4.2: Enhancing Sales Performance Through Effective Feedback, Documentation, And HR Integration Challenges and Best Practices 1. Maintaining Accuracy: One challenge in the handover process is ensuring the accuracy and completeness of the performance documents. Regular audits and checks can mitigate errors or omissions. 2. Timeliness: The handover should occur promptly after the evaluation period to ensure that performance management actions, such as promotions or training programs, are timely and relevant. 3. Feedback Loop: Establishing a feedback loop between HR and sales departments can enhance the effectiveness of the performance management process. For example, feedback on the impact of training programs on sales performance can inform future HR initiatives.

28. Challenges and Solutions Ensuring Compliance: One of the primary challenges is ensuring consistent use of the standardized formats across the organization. Regular audits, feedback mechanisms, and incentives for compliance can help address this issue.   Adaptability: The automotive market in India is rapidly evolving, and documentation formats must be flexible enough to accommodate new types of queries or problems. Establishing a process for regular review and update of the formats is essential.   Accessibility: Given the varying levels of technological proficiency across the workforce, it's important to ensure that the documentation system is accessible and easy to use for all employees. This might involve providing multiple channels for documentation, including mobile applications or voice-recognition software, to accommodate different preferences and working conditions.

29. CHAPTER - 5 Manage and Enhance Customer Experience

30. 5.1 Manage and Enhance Customer Experience: Maintaining Healthy & Professional Relationships with Customers Understanding Customer Expectations 1. Market Research and Feedback: Begin by conducting thorough market research and collecting feedback to understand customer expectations. Tools such as surveys, focus groups, and social media listening can provide insights into what customers value in their interactions with automotive brands.   2. Segment-Specific Strategies: The Indian automotive market is diverse, with varying needs across different customer segments. Tailoring communication and engagement strategies to meet the specific expectations of each segment, such as budget car buyers versus luxury vehicle enthusiasts, can enhance the relevance and effectiveness of customer interactions.

31. Building Trust through Transparency 1. Clear Communication: Ensure all communication with customers, from promotional messages to contract terms, is clear, honest, and transparent. Misleading information can damage trust irreparably. For instance, if a new car model's delivery is delayed, proactively informing the customer and explaining the reasons can help maintain trust.   2. Consistent Quality and Reliability: Deliver consistent quality in products and services. A vehicle that matches or exceeds advertised features and performance standards reinforces customer trust in the brand.   Training and Empowering Employees 1. Customer Service Training: Regularly train employees on customer service excellence, focusing on communication skills, empathy, and problem-solving. Employees who feel empowered and knowledgeable are better equipped to handle customer queries and issues effectively.   2. Empathy and Responsiveness: Encourage employees to show empathy towards customers and to respond promptly to queries and complaints. A responsive and caring approach can significantly enhance customer satisfaction.

32. SOP Structure for Handling Customer Queries 1. Query Receipt and Documentation Procedure: Outline the process for receiving queries, which could include direct communication channels such as phone calls, emails, or digital platforms. Documentation: Use a standardized form (table format recommended) to document the query details, including customer information, query description, date received, and the assigned sales team member. 2. Initial Response and Acknowledgment Timing: Specify the timeframe for initial response, ideally within 24 hours of query receipt. Acknowledgment Method: Detail how to acknowledge the query, providing reassurance to the customer that their issue is being addressed. 3. Query Evaluation and Categorization Assessment: Describe the process for evaluating the nature and complexity of the query. Categorization: Use a categorization system (table format recommended) to classify queries based on urgency, product line, or issue type, facilitating appropriate routing and prioritization. 4. Resolution Process Assignment: Assign the query to the appropriate sales team member or department based on the categorization. Resolution Steps: Outline the steps for investigating and resolving the query, including consultation with product specialists or service department as necessary. Timeframe: Establish expected resolution timeframes based on query categories.

33. SOP Structure for Dealership Operations and Customer Satisfaction 1. Customer Interaction and Engagement Greeting and Engagement: Standardize the greeting and engagement process to ensure a welcoming and professional first impression. Needs Assessment: Employ a structured approach (checklist recommended) for assessing customer needs and preferences to tailor interactions and recommendations. 2. Sales and Service Procedures Sales Process: Document each step of the sales process, from initial inquiry to post-sale follow-up, ensuring consistency and quality. Service Standards: Establish clear standards for service quality, including timelines for routine maintenance and repairs, communication during service, and handling of service issues. 3. Customer Feedback and Satisfaction Measurement Feedback Collection: Implement procedures for collecting customer feedback at various touchpoints, utilizing digital surveys, feedback forms, and direct interviews. Satisfaction Metrics: Define key metrics for measuring customer satisfaction, such as Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT), and regularly review these metrics to gauge performance. 4. Handling Complaints and Negative Feedback  Complaint Receipt and Acknowledgment: Detail the process for receiving and acknowledging customer complaints, ensuring customers feel heard. Resolution Process: Outline steps for investigating complaints, resolving issues, and communicating resolutions to customers, aiming for timely and satisfactory outcomes. 5. Training and Development  Employee Training: Specify ongoing training requirements for sales and service staff, focusing on product knowledge, customer service skills, and SOP adherence. Performance Reviews: Conduct regular performance reviews to assess adherence to SOPs, identify areas for improvement, and recognize outstanding service.

34. 5.2 Workplace safety and health policies/regulations for the automotive showroom. General Safety Policies 1. Emergency Preparedness and Response Implementation of emergency plans including evacuation procedures, fire safety protocols, and first-aid measures. Regular drills and training for employees on emergency response. 2. Fire Safety Regulations Installation and maintenance of fire extinguishers, smoke detectors, and fire alarms as per the National Building Code of India and local fire safety regulations. Clear marking of all fire exits and ensuring they are unobstructed. 3. Electrical Safety Regular inspection and maintenance of electrical installations to prevent short circuits or electrical fires. Use of safety switches and circuit breakers to protect against electrical hazards. Health Policies 1. Ventilation and Air Quality Ensuring proper ventilation in the showroom to prevent the accumulation of exhaust fumes from vehicles. Installation of air purifiers or exhaust fans, especially in enclosed service areas 2. Sanitation and Cleanliness Regular cleaning and sanitization of the showroom, including high-touch areas such as door handles, display vehicles, and waiting areas. Provision of sanitation stations with hand sanitizers for employees and customers. 3. Ergonomics and Workplace Design Design of workspaces to prevent strain or injury, including ergonomic furniture and safe display setups. Implementation of measures to reduce prolonged standing or sitting, with regular breaks encouraged.

35. Compliance and Training 1. Regulatory Compliance Adherence to national and state regulations regarding workplace safety, including the Factories Act, 1948, and rules set by the Directorate General of Factory Advice Service & Labour Institutes (DGFASLI). Regular audits to ensure compliance with environmental regulations pertaining to waste disposal and emissions. 2. Employee Training and Awareness Regular training sessions for employees on safety protocols, health guidelines, and emergency response. Awareness programs on health topics, including stress management and occupational health hazards. Monitoring and Continuous Improvement 1. Incident Reporting and Investigation Mechanisms for reporting safety incidents or health issues, with a clear process for investigation and corrective action. Maintenance of records for all reported incidents and the outcomes of investigations 2. Feedback and Continuous Improvement Solicitation of feedback from employees and customers on safety and health aspects. Regular review of policies and procedures for opportunities for improvement.

36. 5.3 Workplace Safety And Health Policies/Regulations For The Automotive Showroom To understand the importance of workplace safety and health policies in automotive showrooms. To list specific safety and health regulations mandated by local authorities or regulatory bodies for automotive showrooms. To identify potential workplace hazards and risks specific to automotive showrooms, such as vehicle movement, lifting operations, and chemical exposure. To analyze the role of safety signage, emergency procedures, and safety equipment in ensuring a safe working environment in automotive showrooms.

37. 5.4: Understanding customer requirements and providing information about vehicle, accessories, and dealership Providing Appropriate Information 1. Vehicle Presentation: Present vehicle options that closely match the customer's stated needs. Highlight the features, benefits, and specifications of each model, emphasizing how they meet the customer's requirements.   2. Demonstrations and Test Drives: Offer demonstrations of key features and arrange test drives. A hands-on experience can help customers better understand the vehicle and its capabilities.   3. Accessories and Customizations: Inform customers about available accessories and customization options that could enhance their vehicle ownership experience. Tailor suggestions to the customer’s lifestyle and preferences discussed earlier.   4. Value-Added Services: Discuss value-added services offered by the dealership, such as extended warranties, maintenance packages, and roadside assistance programs. Explain how these services provide additional value and peace of mind.   Addressing Concerns and Providing Solutions 1. Listening to Concerns: Encourage customers to voice any concerns or hesitations they may have. Listen attentively and address these concerns directly with informative and reassuring responses.   2. Providing Solutions: For every concern, provide a solution or alternative. If budget constraints are an issue, discuss financing options or show models that offer better value within their budget.   Closing the Interaction 1. Summarizing the Discussion: Summarize the key points discussed, including the customer’s requirements, the vehicles and services recommended, and the next steps.   2. Encouraging Decision Making: If the customer is ready, guide them towards making a decision. If they need more time, arrange a follow-up appointment or offer to keep in touch with additional information.   3. Expressing Gratitude: Thank the customer for visiting the dealership, regardless of whether they decide to make a purchase. A sincere expression of gratitude can leave a lasting positive impression.

38. 5.5: Importance of providing dealership facilities to customers during vehicle purchase Creating a Comfortable and Welcoming Environment Enhancing the Purchase Experience Streamlining the Sales Process Providing Post-Purchase Support Building Long-term Relationships

39. 5.6 : Outlining Overall Sales Process By Participating In Daily Briefing And Meetings Pre-Sale Activities Sales Process Engagement Customer Engagement Strategies Post-Sale and Follow-Up Activities Review and Continuous Improvement Feedback and Suggestions Action Plans and Accountability

40. 5.7 : Understanding key customer requirements for the vehicle or any issue related to sales/service Understanding and Prioritizing Customer Needs Tailoring Solutions and Follow-ups Leveraging Feedback for Improvement

41. 5.8 : OEM training modules for training of backend sales, services functions Structure and Content of OEM Training Modules for Backend Sales and services Functions The automotive industry's competitive edge is significantly sharpened by the expertise dealership staff, particularly in backend sales and service functions. Original Equipment Manufacturers (OEMs) play a pivotal role in this arena by providing comprehensive training modules designed to equip staff with a deep understanding of products, technical know-how, and customer engagement strategies. These modules not only aim to enhance customer satisfaction but also ensure that dealership operations run smoothly and efficiently.

42. Module 1: Product Knowledge and Sales Process Vehicle Specifications and Features: This segment of the training delves into the minutiae of each model's technical specifications, including engine types, power output, fuel efficiency, and safety features. It also covers the unique selling propositions (USPs) that set the vehicles apart from competitors, such as advanced driver assistance systems (ADAS), connectivity features, and sustainability credentials. For instance, a new electric vehicle model might boast superior battery technology and range compared to its market rivals, a key USP that sales staff need to communicate effectively. Comparison with Competitors: Equipping sales staff with the tools and knowledge to conduct comparative analyses between their models and those of competitors is crucial. This training includes understanding competitor specifications, pricing strategies, and unique features. It enables sales representatives to articulate clearly why a particular model offers better value or performance than its counterparts in the eyes of potential customers, leveraging data and real-world examples.

43. Module 2: Technical Training for Service Staff Vehicle Systems and Components: Technical training provides an in-depth look at the vehicle’s mechanical and electronic systems, such as the drivetrain, suspension, braking systems, and infotainment systems. It emphasizes the interconnectivity of these systems and the importance of regular maintenance to ensure optimal performance and safety.   Diagnostic Tools and Procedures: Modern vehicles are equipped with sophisticated electronic systems that require specialized diagnostic tools for troubleshooting. This training segment covers the operation of these tools, interpretation of diagnostic codes, and subsequent steps for resolving issues. It’s critical for service technicians to become proficient in quickly identifying and addressing problems to reduce vehicle downtime and enhance customer satisfaction.   Troubleshooting and Repair Techniques: Beyond diagnostics, service staff are trained in specific repair and maintenance procedures, adhering to manufacturer guidelines and industry best practices. This includes routine maintenance tasks, unexpected repairs, and handling recall procedures. Technicians learn to approach each task methodically, ensuring work is performed to the highest standards.

44. 5.9: Software or format used for sales/marketing presentations, billing, financing of the vehicles, sales/service records and warehousing Sales/Marketing Presentations Microsoft PowerPoint: A staple in creating engaging and informative sales and marketing presentations. Dealerships utilize PowerPoint to showcase vehicle features, financing options, and promotional offers in a visually appealing format, making complex information easily understandable for customers.   Billing and Financing Tally.ERP 9: Widely used for accounting, billing, and inventory management in dealerships. Tally.ERP 9 facilitates comprehensive financial management, from generating detailed invoices to managing taxes and compliance. It’s particularly valued for its simplicity and scalability, catering to the varied needs of automotive dealerships.   SAP ERP: Offers a more robust solution for larger dealerships with complex operations. SAP's ERP system integrates financials, sales, and inventory management, providing a unified platform for managing billing, financing options, and lease management. Its extensive customization options allow dealerships to tailor the system to their specific operational needs. Sales/Service Records and Warehousing Primavera ( Primaware ): Although Primavera is more renowned for its project management capabilities, its applications in managing large-scale inventories and warehousing operations are significant. Automotive dealerships with extensive parts inventories and multiple service centers can benefit from Primavera’s detailed scheduling, tracking, and resource allocation features.

45. 5.10 : Analyze Local Market Procedures And Customer Preferences Including The Sales Peculiarities Based On Geographical Gradations Understanding Local Market Procedures Assessing Customer Preferences Sales Peculiarities Based on Geographical Gradations Analyzing Sales Data and Trends

46. 5.11: Discuss feedbacks/complaints from customers visiting the showroom Gathering Feedback and Complaints Processing Feedback and Complaints Resolving Complaints and Implementing Feedback Learning from Feedback and Complaints