BUSINESS REPORT

ON

RAJPATH HYUNDAI

Submitted by – Aakash Chaudhary

BBA Part III Sec- B

DECLARATION

I Aakash Chaudhary do hereby declare that the project report

entitled “Rajpath Hyundai” being submitted to Center ESBM

MDS University, Ajmer is my own piece of work and it has not been

submitted to any other institute or published at any time before.

Aakash ChaudharyBBA Part IIICenter ESBMMDS UniversityAjmer

Acknowledgment

First of all I would to thank Mr Vijay Trivedi, manager of Rajpath

Hyundai who permits me to complete my report on Rajpath Hyundai. He

guides me and assists me on each and every step and act as a mentor to

me. I would also like to thank Ms. Priyanka Mathur (receptionist cum sales executive) who taught me working of the sales department and other

necessary things important for my report

Last but not the least I would like to thank Center for

Entrepreneurship and small business management and Professor R.S

Mathur who gives us this opportunity to work as a part of a company and

learn the functioning of it.

CONTENTS

1. INTRODUCTION

Insight to Indian automobile industry

Hyundai Motors

Hyundai Motors Indian Limited (HMIL)

2. CRITERIA of DEALERSHIP

3. PURCHASE OF CARS BY RAJPATH HYUNDAI

4. PROCEDURE OF INCOMING STOCK

5. WORKING OF RAJPATH HYUNDAI

SALES

FINANCE

SERVICING

6. CAR MODELS

Hyundai Santro

Hyundai i10

Hyundai Verna

Hyundai Accent

Hyundai Sonata

Hyundai Elantra

Hyundai Tucson

Hyundai Getz Prime

Hyundai i20

An Insight to Indian Automobile Industry

With the first car launch in the year 1898, Indian automobile industry has grown leaps and bounds. At present it holds the 4 position in the world for commercial vehicles, withstanding a growth rate of 18% per annum and an annual production of more than 2 million units. Indian automobile industry is the 9th largest industry in the world with a production of 2.3 million in 2008. With the expansion of Indian automotive market over period of time the segmentation of car models came in to existence based on cars defining characteristics namely:-

Size Performance Price

The change in the automotive sector can be shown as follows

1983 scenario-

Number of manufacturers- 2Annual vehicle sales - 20000Number of models – 2

2006 scenario-

Number of manufacturers- 13Annual vehicle sales- 10,22,793

Number of models- 44

2009 scenario- Number of manufacturers- 15

Annual vehicle sales- 19,79,624 Number of models- 53

Graph showing increase in car sales from 1983→2006→2009

The above data gives a clear view of the rise in Indian automobile industry from 1983→2006→2009. in 2009 the sales increases almost 100% from 2006.

However with continuing growth of market, Society of Indian automotive manufacturers (SIAM) implemented the segmentation of cars on the basis ‘Length of the cars’.

Car segmentation as per SIAM-

A1 (mini – upto 3400 mm) : Maruti 800

A2 (compact – upto 3401 to 4000 mm) : Santro, i10, Indica, Palio

A3 (mid-size 4001 to 4500 mm) : Accent, Lancer, Verna, Esteem

A4 (executive – 4501 to 4700 mm) : Elantra, Octavia, Laura, Civic

A5 (premium – 4701 to 5000 mm) : Sonata, Acoord, Teana

A6 (luxury – 5001 mm to above) : s class ( Mercedes Benz, Audi)

C (van type) : Omni, Versa

B2 (passenger carrier) : Tavera, Innova, Tata Sumo

SUV’s : Tucson, Safari, Mahindra

HYUNDAI MOTORS

Introduction- Founded in 1967, Hyundai motor company is one of the youngest auto- maker. In its short history, it has grown to become one of the leading automobile manufacturers in the world. In its 4 decades old journey, Hyundai motors has emerged as the world’s 4 largest car maker in terms of units sold. Head- quarted in Seoul Hyundai operates the world’s largest automobile manufacturing facility in ulsan, which is capable of producing 1.6 million cars annually. Hyundai not only created history with the launch of santro, but also repeated it with the launch of the popular hatch I 10 and I 20. Cortina is Hyundai’s first car model launched in 1968 in collaboration with ford motors. Pony is also other important car from Hyundai’s stable.

GLOBAL EXISTENCE-

Company’s head office is located in Yangiae-dong, Seoul, Korea

Hyundai’s milestones –

1947: The Hyundai Group is founded by Chung Ju-yung as a construction company. The company, Hyundai Civil Works Co. is formally established on May 25, 1947.

1967 : Hyundai motor company founded in seoul (south korea)

1968 : licensing agreement signed with ford

1968 : cortina, first car launched

1975 : PONY first Korean car was launched

1986 : sales in U.S.A commences

1988 : Sonata Launched

1996 : cumulative exports surpass 4 million units, cumulative production surpass 10 million units

1998 : Hyundai motors India limited was launched at Chennai with its plant in Irrungattukatoi.

1999 : selected as the official sponsor of 2002 FIFA world cup

2004 : Hyundai ranked as the 2 best compact car in the world

2007 : I10 was launched, the much awaited car.

2009 : I20 was launched.

As per consumer report survey- U.S.A Hyundai sonata is considered “the most reliable vehicle in 2004”. With only 2 problems per 100 units.

Global sales ranking:

Ranking Automaker 2005 Global Sales1. General motors 8,381,8052. Toyota motors corp. 8,120,0003. Ford Motors corp. 6,208,7004. Hyundai motors co. 5,242,7935. Daimiler Chrysler 4,854,7006. Volkswagon AG 3,715,0957. Nissan Motor co. 3,597,7488. PSA/ Peigeot- citrogen SA 3,390,0009. Honda motor co. 3,365,00010. Renault 2,533,428

Hyundai motor company has a brand value of approximate US $ 4.45 billion in 2007, with a sale of 5.2 millions world wide

It is sold in 193 countries through a network of over 5000 dealerships.

2006 Ideal Vehicle Brand – Hyundai – Auto Pacific- U.S.A

Type - Public (KRX: 005380,LSE: HYUD).

Founded - 1967

Founder(s) - Chung Ju-Yung

Headquarters - Seoul, South Korea

Area served - International

Key people - Chung Mong-Koo, Chairman and CEO Industry

Automobile manufacturer

Products - Automobiles

Revenue ▲ ₩32.1 trillion (2008)

Net income ▲ ₩1.4 trillion (2008)

Employees - 75,000 (as of March 31, 2009)

Parent - Hyundai Kia Automotive Group

Website - HyundaiMotor.com

P.T.O

Hyundai Motor India Limited

The Hyundai Motor India limited (HMIL) was established in 1996 at Irrugattakottam near Chennai, constructed at a total cost of US $ 614 million. The plant has an insatalled capacity of 2,50,000 cars per annum production and 1,30,000 engine transmission units per annum.

Picturesque view of the plant in Chennai.

Horizons to the world of HMIL

1999 → Accent is launched→ santro wins business standard motoring “car of the year”

2000 → santro zip drive was launched→ santro crosses 1 lakh car sales

2001 → Hyundai launched its 2,00,000th lakh car in 32nd month→ santro ranked no 1 in JD power Asia pacific “initial quality study”→ both santro and accent ranked 1st in JD power Asia Pacific “Best Appeal”

2002 → HMIL launched its 3,00,000th car.→ HMIL launches Accent crdi→ HMIL also launched its 3,50,000th car in the same year

2003 → 4,00,000th car is rolled out→ HMIL launches its premium SUV, Terracan→ HMIL launches Santro xing “The Global car”

2004 → launch of getz→ santro crossed the 1,00,000th mark in vehicle exports and emerged as the largest

exporter 2005 → launch of sonata emberaa

→ sania mirza was selected as the brand ambassador of Getz.

2006 → HMIL rolled out the fastest 10,00,000th car→ Santro crosses the million mark→ plant was enhanced to 6,00,000 production per annum

2007 → Verna was awarded the car of the year- overdrive→ export of 4,00,000th car

2008 → i10 awarded the car of the year by NDTV Profit, CNBC and overdrive magazine→ i20 launched→ HMIL reaches the milestone of producing the fastest 2 million cars

2009 → i20 adjudged “family hatback of the year→ HMIL reaches 25 lacs car production→ HMIL won the Gold award for the best car dealer in india

RAJPATH

HYUNDAI

The fast growing Hyundai automobile industry took a large step and

introduces itself to the holy city of Ajmer, by the opening of Rajpath Hyundai in

1998. It brought a boon in the small cars market of the city and gives tough

competition to Maruti Suzuki on which people “count”.

Rajpath Hyundai is located at Ghooghra Ghaati, Jaipur Road, with its ownership

under the hands of Mr. Lekhraj Jagwani of Jaipur, who is also the owner of Rajpath

Hyundai Jaipur. At Ajmer, Rajpath Hyundai runs under due vigilance of a venerable

personality Mr. Vijay Trivedi, Manager of the firm.

Rajpath Hyundai an Outlook:

Owner – Mr. Lekhraj Jagwani

Manager – Mr. Vijay Trivedi

Operating staff – under sales and insurance department there are 8

employees and service department 42 employees are working currently.

Rajpath Hyundai is the first and the biggest dealership in Rajasthan. It has

gained a good ranking in services.

Rajpath Hyundai has also achieved sales award from HDFC for its

“outstanding contribution and commitment” to HDFC.

Rajpath Hyundai believes in the basic concept of “working together to

win” because of which it is progressing towards the path of success.

CRITERIA OF

DEALERSHIP

To obtain the dealership of Hyundai is not an easy task. The interested parties have

to fulfill certain requirements and follow certain guidelines.

There are certain criteria’s by which one can obtain the dealership of Hyundai.

Some of the major guidelines are-

1.) Showroom:-

The showroom has to be located in a healthy and clean environment and

within the reach of the people, making it out of reach of the people. The showroom

should also not be located in the midst of the city, causing problems in transportation

of the vehicles. Hence, highway is the most suitable location as there isn’t any

problem of traffic, noise and transport. So the customers can easily go for a test

drive.

2.) Capital of the firm –

The firm should have a minimum capital ranging between Rs 1.5 to Rs 2 crore.

3.) Workshop-

As the dealer would mainly deal with the service and sales operations of the

Hyundai vehicles. It is required that the firm must have a sufficient space to carry

out the service operations conveniently, which include washing, cleaning, and

maintenance of parts of the cars.

4.) Availability of man power –

The firm must have a workforce of at least of 30 employees which includes

the manager of sales department, the manager of service department, sales executive

6 in number, receptionist, and minimum 15 service operators and remaining will be

the operating staff working under the sales and service department.

5.) Interior of the showroom –

The interior of the showroom makes a great impact over the minds of a

customer. Hence, following points must be taken into consideration –

1) The floor tiles should be Grey and White in color.

2) The showroom must have enough space to keep a stock of at least 6- 8

cars at a time.

3) The place must be kept clean.

4) There should be sufficient space between cars so that the driver’s side

gate can be opened easily.

5) There should be a waiting lounge/lobby for the convenience of the

customers.

6) In the middle of the showroom a broad passage should be there so that

the car purchased by the customer can easily move out.

7) The wall should painted in deep sea blue color embedded with

HYUNDAI on it.

One who fulfills the above criteria obtains the dealership.

PROCEDURE FOR OBTAINING DEALERSHIP

HMIL publishes a newspaper advertisement for its dealership mentioning

the requirements.

Applicants can submits their forms along with the necessary details at the

HMIL head office , Chennai.

HMIL selects few forms that fulfill the mentioned requirements and call

the selected applicants for an interview.

One who fulfills the entire requirement and above mentioned criteria’s is

allotted the dealership.

PURCHASE OF CARS/STOCK -

Purchase of cars by Rajpath Hyundai is done on a loan basis, for this the firm

has a collaboraation with HDFC bank and Sundaram finance from where the

firm borrows loan to buy cars from HMIL, the payment is made by the bank

itself or the finance company to HMIL. Rajpath Hyundai then deposits some

fixed amount(nearly 25 % or 33% of the amount) with the finance company

and then the remaining amount is to be paid in equal installments

PROCEDURE

For

INCOMING STOCK

Rajpath Hyundai decides the number of cars to be purchased on the basis

of color, choice, model, demand of customer.

Then an order has to be placed with the main factory i.e. HMIL situated at

Irrungattupotai, Chennai.

The firm then borrows a loan from the finance company to purchase its

stock, it deposits some nominal amount (25% or 33%) with the finance

company and then payment is made to HMIL by the finance company.

The cars in transit are then insured by HMIL.

After insurance the cars are then send by the means of road transport to the

firm.

The firm workers then unload the cars and place them safely in Rajpath

Hyundai’s premises.

Working Of Rajpath Hyundai -

To facilitate Systematic and Convenient working the whole work of Rajpath

Hyundai is divided into three departments. These three departments work

simultaneously and efficiently for the smooth running of the firm and to achieve its

targets.

These departments are namely-

1. Sales

2. Finance

3. Service

Departments

Sales Finance Service

SALES

Before looking into the sales process we will first look into the sales concept.

Selling – Selling is try make sales by persuading to buy one’s product or service.

From a management viewpoint it is thought of as a part of marketing. Selling is

considered as a “persuading art”.

Rajpath Hyundai follows the below mentioned key elements to gain success in

Sales–

Aiming at Win – Win situation

Creating confidence

Building confidence

Identifying and understanding the needs of the customer

Supporting the customer

Building customer enthusiasm

6 Step Customer Care Sales

Process-

The 6 step consumer care process is an essential part of the sales process of HMIL.

The HMIL believes every dealership to follow this process and Rajpath Hyundai is

doing so with utmost efficiency.

Generally, the customers don’t follow the 6 step customer care

sales process. Its the duty of Rajpath Hyundai sales executive to guide the customer

on the right track of order to follow the 6 step customer care sales process.

6 step customer care sales process

A.) RECEPTION - is the first step of the consumer care sales process. It includes-

Greet and meet

Consultation

The customer care sales process starts with reception (greet and meet)

Here the sales executive interacts with the customer, the customer then tells him

about his desire, choice, color he wants in his car.

The process of reception is incomplete without “Effective Communication”.

Reception

Follow - up

Delivery

Negotiation &

Closing

Test Drive

Vehicle Presentati

on

Consumer care sales process

Effective communication includes –

PERCENTAGE SHARE OF CHANNEL IN PIE-CHART FORM -

WORDS – it includes formation of words, written or oral

VOICE – it includes the term of voice, pitch , voice clarity

BODY LANGUAGE – it includes eye contact, facial expressions and

gestures, body language etc.

Elements

Words Voice Body Language

Reception of customer includes open and closed question-

Open questions - open questions motivates the customers to speak and are

used for collecting info, starting with “5W’s” and “1H”-

1) What?

2) Where?

3) When?

4) Why?

5) Who?

6) How?

Closed Question’s - Closed questions are asked when, why and want

specific answers info from the customer.

1) Can?

2) If?

3) Are?

4) Would?

B.) VEHICLE PRESENTATION -

Vehicle presentation is the first opportunity given by the prospect to show your

product. It is an opportunity where we can give prospect a feel of the product,

time to evaluate the product, make the product desirable and remove the

uncertainties from his or her mind.

A “professional presentation” is the most effective selling tool of the sales

consultant. It has been made sure that the vehicle presentation has been done for all

the prospects and the skills have been continuously built to do a better job every

time.

Preparation for presentation -

1) The vehicle presented should be kept clean

2) Steering wheel should be adjusted to the highest position.

3) Make sure all seat backs should be adjusted upto a natural seating angle.

4) Hyundai sales consultants should have possession of keys.

5) Slide, driver’s seat backwards.

6) Adjust the height of the seat cushion to the lowest position.

7) Tune to available radio frequency and have cassette, CD, VCD or DVD at the

ready to demonstrate the stereo system.

8) Make sure there are no sundry articles scattered on the seats or in the trunk.

9) Make sure the vehicle’s battery is fully charged.

10) Adapt feature’s (FAB)-

F – Vehicle features

A – Vehicle advantages

B – Customer benefits

C.) TEST DRIVE –

The test drive is a logical and natural expansion of the consultation and

vehicle presentation steps. By giving customers the opportunity to personal why

experience the vehicle; the firm can bring the vehicle to life for them.

Setting off:

Explain to customer that you would begin the drive.

Explain the route

The time taken

Check if this is ok.

Invite family to come along.

Check who all would like to drive.

Open appropriate door for customer.

Put on seat belt and request customer to put on seat belt.

Adjust seats and mirrors.

D.) NEGOTIATION AND CLOSING -

This is a critical point of the sales process, where the trust built so far by the

sales person will pay off.

OBJECTION HANDLING –

Hyundai sales consultants – “is this the right car for you?”

Customer – “sorry, it is not what I need…..”

Not a real objection

Go back to need analysis.

OBJECTION HANDLING TECHNIQUES -

1) Listen

2) Questions

3) Convert

4) Weigh

5) Mirror

6) Acknowledge

7) Steer Away

CLOSING TECHNIQUE -

4) Positive assumption close

5) Two close choice

6) Open questions then silence.

7) Step by step

Before asking for the order-

1) Did I build confidence with this customer throughout the entire process?

2) Did I assess the needs of these customers and identify them correctly.

3) Did I give him/ her enthusiastic customer focused product presentation.

4) Did I handle all the concerns in a professional way? Open and honestly?

E.) Delivery-

Overview_ The vehicle delivery step of the “Hyundai 6 step customer

care sales process” is the most exciting time for the customer. A positive

foundation for a long term business relationship will be established when a

customer is pleased with the memorable handover experience.

Delivery Process:

Pre Delivery Preparations : the Hyundai sales consultant should make vehicle delivery appointment with the customer in advance. The Hyundai consultant should reconfirm the date of purchase one day before. The Hyundai sales consultant should prepare all the paper works before hand to make the delivery more efficient for the customer.

Transition to service : introduce the service manager or the service advisor to the customer. Explain the maintenance booklet and how to use it to the customer. Explain routine maintenance inspection. Explain the contents of the warranty information booklet and how to use it.

Building a long term business relationship : the Hyundai sales consultant should explain the follow-up process to the consumer. The Hyundai sales consultant should determined the customer preference for follow-up. Escort the customer to the exit of the dealership. Document the customers, information in the customer file. Send a thank you letter to the customer from the dealership.

Delivery ceremony: the delivery ceremony includes greetings with customer with bouquets, sweets, cards etc.

Delivery Process

Pre - DeliveryPreparations

Greetings,Documents handover

&Delivery ceremony

After Delivery

Follow – up: the Hyundai sales consultant should make a follow up phone call to the customer within 3 days, after delivery and keep a record to the follow up. Calls can be made on a monthly basis to the customer. Letter can also be sand with a questionnaire to the customer.

Periodic follow – up : the Hyundai sales consultant should contact the customer at least once every thrice months via e-mail, direct call, direct mail to ensure on going relationship with the customer. Ask the customer about his/her vehicle and its condition and remind the customer about periodic maintenance. Send greeting cards or SMS on festivals or on the customer’s birthday. Invite the customer’s for the promotion events.

P.T.O

RAJPATH’S STOCK REPORT

S.NO MODEL STOCK STOCK IN TRANSIT

PENDING BOOKING REMAINING

Selling Techniques : Some of the basic selling techniques used by Rajpath Hyundai for the promotion of its sales are-

1) City camps - Rajpath Hyundai organizes sales camps in different part of the city to promote their sales, the test drives, other details about the car can be taken. These camps are organized on the basis of territory, region in ajmer. The major sales territories are Ajmer city, Beawer, Kishnagarh and Nasirabad.

2) Newspaper advertisement : newspaper advertisements are also given in the daily, weekly, territorial on regional newspaper.

3) Printed Hoardings : Printed Hoardings area also used to display a model. They are a cheap source of advertising.

4) Radio/ FM : with the advancement in mass media, FM’s (frequency modulation) are also becoming a popular way of advertising a car, and Rajpath Hyundai is using it.

5) Local cable network : local channels, TV- network are also used to attract customer.

FINANCE

The finance activities in Rajpath Hyundai are related to providing financial assistance to the customer if he is not been able to pay the full amount at a time. Financing of cars is a new concept and is very popular in current scenario. Rajpath Hyundai has its collaboration with HDFC bank and Sundaram finance if a customer wants assistance from Rajpath itself or a customer can do it with a financial institution of his choice also.

Some basic Terminologies in Finance:

1) Auto finance: Loan on instalments for purchase of cars

2) Loan to value: Ratio of loan amount to the invoice price

3) Tenor: Period during which loan amount is repaid to bank by thr way of EMI’s

4) EMI: Equated monthly installments, to be paid by the customer if he purchases a car on loan

5) Rack Rate: Published rate of interest by the finance company to be availed by

the customer

6) Subvention: Retail finance support to customer( through the financer, dealer or the manufacturer) in order to reduce the interest and make scheme more attractive.

7) Margin/ Down payment: the portion of the price of car which is not financed

and paid by the borrower at the time of purchasing itself

8) Discounts: dealer subvention, financier payout (% on loan amount), manufacturer subvention.

Equated Monthly Installment (EMI) Calculations:

The Every month installment (EMI) depends on three things:

1) Tenure: the time period for which the amount is borrowed2) Interest: the rate at which the amount is borrowed

3) Loan Amount: the amount which is borrowed.

The Financial EMI depends on the usage of subventions

EMI is calculated as:

EMI per lakh * loan amount in lakhs e.g 3600 * 2.5 = 9000

Where in 3200 per lakh EMI for three years at 10% interest rate and 2.5 is loan amount in lakhs.

Financial Process:

Firstly, an introduction of customer is taken. Here sibble is checked which is a kind of software with the help of which the firm comes to know about whether the customer is a non- starter from any bank or not. If it comes out to be negative then no further proceedings is done.

All the basic formalities are complicated like ration card, permanent address notice are duly submitted.

After this field investigations (FI) and telephone verification (TV) is done. If it comes out to be positive, then further proceedings is done and vice-versa.

In the next step, the firm asks about the tenure that he wants (36 months or 24 months) and guides him about the interest rates about EMI.

If the customer agrees with the interest rates then agreements is signed.

60-85% finance is given to the customer government servants- upto 85%, and to business persons it depends upon returns.

Field Investigation (FI):

It is the process where the insurance companies executives does a detailed investigation regarding the customer. He gathers all the information from customer’s relatives, family and known persons. The information is collected in respect of-

Whether his family knows about the transaction or not.

Whether he is a non- statutory, defaulter or not.

Whether he is an insolvent or not.

Whether he is mentally sound or not.

Telephone Verification:

Telephone verification is another process where the Hyundai sales consultant collects the information regarding the customer by making telephone calls. He makes a communication with the customer’s family and relatives. Telephone verification is less time consuming and a cheap process than field investigation. The major disadvantage of this process is, that no direct contact can be made and wrong information can be supplied from the other side.

For buying a car on loan certain eligibility’s has been designed they are:

ELIGIBILITY:

CATEGORY MARKET NORMS1) Salaried Employees Age- minimum 21 years and

maximum- 65 years (on loan maturity)

Job category- minimum 1 year in current employment. Employees of state or central government, PSU’s, private sector companies and reputed established. Some bankers/ financers also have a list of pre approved organization.Income- minimum annual gross income of rs. 1 lakh per annum.Residential status- owned/ rented company provided should have telephone at residence staying at least for 2 years. Landline/ mobile/residence.

2) Self Employed Age: minimum 21 years and maximum 58 years.Job- Category: minimum 2 years in current business or profession continuity of jobs.Income: minimum net profit of rs. 60000 thousand for small cars and rs. 1 lakh for mid-sized and premium cars. Residential status- owned/rented/company provided should have telephone at residence/office.

Documents Check List: Below mentioned is a check list of all the major requirements needed at the time of purchasing a car for different categories:

S.NO Individual Salaried Self Employed

Finance Case

1 Salary Slip2 Form 163 Last 3 year

IT revenue4 Sign

Verification/ photo id

5 Address proof

6 Pan no.7 Photograph8 Post Date

Cheques9 Insurance

Cover Note10 6- months

Bank statement

11 Authority letter to take delivery

P.T.O

SERVICING

CUSTOMER CARE PROGRAMME - Under this program following areas are covered:

1. Complaint’s Management

2. Quick Sharing Of Complaint

3. Closing Document

4. Letter Of Communication

5. Complaint’s Management Using GDMS

6. Data Clearing In GDMS

7. Customer Satisfaction Surveys

8. Technical Training And Warranty Policy

9. Familiarization With Workshop Equipments

CR-HQ CALL CENTER R.O. DEALER

Update in GSM

COMPLAINT MANAGEMENT -

ACKNOWLEDGE OF COMPLAINTS AT HMIL -

Receiving complaint’s & ensure all complaint’s are registered.

Registration of call center complaint’s & headquarters complaint’s in GCRM

From GCRM to GDMS(After 1\2 hours) Receives GDMS

<cr executives>

<Service manager><Sales manager>

Complex resolution

Update in GDMS<CR executive>

Daily information through mail to APSM\ASM&RO, CR coordination

Closing satisfactory note To RO CR coordinator

TELEPHONE E-MAIL LETTER BOX CALL CENTERVerbal Auto-reply Manual reply Verbal acknowledgeAcknowledge

DOCUMENT OF CLOSING COMPLAINTS-

1) Letter Appetent

2) Letter Clarification

3) E-Mail Appointments

4) Pair Order

5) Regional Office Remarks

6) Other (Specify In Remarks)

All the complaint’s need to be cleared in GDMS and a copy enclosing

documents are to be sent to the concerned regional Customer Relations

(CR) coordinator.

SMS are also an effective way of quick sharing of complaints.

Customers can register themselves with customer relation(cr) through SMS

and discuss these issues.

FILING OF Complaint’s AT DEALERSHIP -

All complaint’s received dealership by Regional Office (RO’s) should be

field

Index of complaints should be made.

Open and closed document should be filed specify

Closing document to be attached with every closed complaints

Complaints to be filed as per the control member.

Separate filter to be mentioned for complaints received in JDP call

complaint.

FREE SERVICE SHEDULES -

Time of service according to distance covered or time lapsed.

Distance Time

1200-1500 kms . Within 2 months from date of delivery

9000-10000kms. Within 6 months from date of delivery

19000-20000kms. Within 12 months from date of delivery

The duration of free service is normally of 3 hours whereas of paid service it is

extended to 4 hours.

List of activities to be performed at the time of service -

Engine oil change

Spark plug cleaning

Air filter cleaning

Tyre cleaning

Tyre rotate

Engine coolant level check

Electrical system check

Washing and cleaning

WARRANTY

Online extended warranty

Objective – Hassle free process & immediate printing of certificates.

Methodology – Customer pays to dealer, dealer purchase information online &

prints the extended warranty certificate.

Warranty policy (HMIL)-

MODEL BASIC WARRANTY

Santro 2 years/unlimited mileage

i10/i20 2 years/unlimited mileage

Accent 2 years/unlimited mileage

Verna 2 years/unlimited mileage

Sonata 2 years/unlimited mileage

Tucson 2 years/unlimited mileages

Not covered in extended warranty-

Normal maintenance service

Clearing & polishing adjustment

Fabrication engine airing filter

Coolant, replenishment , oil changes

Wheel balancing alignment tyre rotation.

Normal deterioration / wear of any items

Normal replacements of service items-

Spark plugs

Belts

Brake Pads /linings

Clutch livings

Filter

Other consumables

Incidental or consequential changes-

Loss of time

Inconvenience

Loss of use of the vehicle

Commercial lots

Lastly, Fuel Saving and Energy saving tips are Given…

CAR MODELS

Below mentioned are some of the car models manufactured by HMIL and are available at Rajpath Hyundai.

1) SANTRO:

Facts-

Launched in 1998.

The first car launched in Indian from hyundai

Santro Zip Drive was launched in may 2000.

Santro Xing was launched in 2003.

Santro is India’s largest exporter car under the name Atos!

Santro is produced exclusively in India and exported around the

world to over 65 countries including advanced markets like North

America and Europe

Variants-

Santro is available in the following variants-

a) XL Non AC.

b) GL

c) GLS

d) The Hyundai Santro is also available in a bi- fuel

variant running both on LPG and Petrol- The Santro

Eco!!

Dimensions-

a) Overall Length- 3565 mm

b) Overall Width- 1525 mm

c) Overall Height- 1590 mm

d) Wheelbase- 2380 mm

e) Turning Radius- 4.4 mts

f) Ground Clearance- 164 mm

Body Colors- Hyundai Santro is available in following colors-

a) Crystal White

b) Sleek Silver

c) Silky Beige

d) Dark Grey

e) Black Diamond

f) Berry Red

g) Electric Red

h) Sparkle Blue

2) HYUNDAI ACCENT-

Milestones-

Launched in India in October 1999.

Awarded the JD Power Asia pacific award 2001 for “Best Appeal”

Dimensions-

a. Overall Length- 4250 mm

b. Overall Width- 1670 mm

c. Overall Height- 1370 mm

d. Wheelbase 2440 mm

e. Turning Radius- 5.0 mts

f. Ground Clearance 172 mm

Body Colors-

Crystal White

Black Diamond

Sleek Silver

Silky Beige

3) HYUNDAI VERNA-

Variants-

In Petrol Verna is available with

1.6 i vtvt

1.6 xi vtvt

1.6 xxi vtvt

In Diesel Verna is available with

1.5 CRDI VGT

1.5 CRDI VGT SX

Dimensions-

Overall Length- 4310 mm

Overall Width- 1695 mm

Overall Heigth- 1490 mm

Wheelbase- 2500 mm

Ground Clearance-170 mm

Exterior Design-

Sleek, friendly, appealing.

Specifically tailored to reflect all around quality with sporty

character.

Body Color-

Crystal White

Stone Black

Sleek Silver

Blushing Red

Deep Ocean Blue

Champagne Gold

4) HYUNDAI SONATA :

Variants-

2.4 M/T

2.4 A/T

2.0CRDi M/T

2.0 CRDi A/T

Dimensions-

Overall Length- 4800 mm

Overall Width- 1832 mm

Overall Height- 1475 mm

Wheelbase- 2730 mm

Turning Radius- 5.46 mts

Ground Clearance- 170 mm

Exterior Styling-

A neat and strong front with wide and deep wrap around headlamps clusters

housing cylinder shaped projection head- lights with silver ………..

Clear lens on the head lamps and the fog lights enhance the style.

The grill is large and impressive with a chrome top.

The Sonata’s Embera’s rear caries a contemporary look.

Large Grab type handles and sin stroke alloys adds to the sides styles.

5) HYUNDAI TUCSON -

Dimensions-

Overall Length- 4325 mm

Overall Width- 1830 mm

Overall Heigth- 1730 mm

Wheelbase- 2630 mm

Turning Radius- 5.7 mts

Exterior Styling-

A strong and upright front end with character lines descending.

6) ELANTRA-

India launching in 2004.

Variants- GT.

Dimensions-

Overall Length- 4525 mm

Overall Width- 1725 mm

Overall Height- 1450 mm

Wheelbase- 2610 mm

Turning Radius- 5.06 mts

Ground Clearance- 185 mm

Exterior Styling-

A neat and elegant front with headlamp cluster with separate high

beam, low beam and turn indicators.

Clear lines on the head lamps and projections type fog lights

enhance the style.

The gully is large chrome tipped which adds to the elegant look.

The bumper has a prominent detachable bumper invert moulding

offering a strong look and enhanced projection.

7) GETZ PRIME -

Milestones-

International debut on 3 rd May 2002.

Launched in India in 2004.

Variants-

In Petrol Getz in available in-

1.1 GLE

1.1 GVS

1.1 GVS OPT

1.3 GLS

1.3 GLX

In Diesel Getz is available in-

1.5 GVS

Dimension

Overall Length- 3825 mm

Overall Width- 1665 mm

Overall Height- 1515 mm

Wheelbase- 2455 mm

Ground Clearance- 160 mm

Turning Radius- 5.0 mm

8) Hyundai i10-

Facts-

Model name- i10

Design and creation- Hyundai- kia, R&D Center- Korea.

International Debut- India

Launch time- November’07

Body style- 5 door hatchback

Power source-1.7 I LDE Engine

i10 compete in the high volume mid compact segment.

Who are i10 target customers??-

Age group ranging from 20’s and early 30’s.

Primarily male.

Occupation service…people in the white collar jobs.

Middle class/ upper middle class but overall financially

comfortable.

User image-

Creative, adventurous and liberal people.

Fun seeking people who enjoy their life.

Dimensions-

Overall Length- 3565 mm

Overall Width- 1595 mm

Overall Heigth- 1550 mm

Wheelbase- 2380

Ground Clearance- 165

Exterior Design-

Sporty

Unique

Modern and Trendy

Safe

Robust

Streamline Bodyline

Sporty and Sleek

Variants-

1.2 L Kappa

1.1 L Lrdi

Body Color-

Alpine Blue

Oyster Grey

Crystal White

Sleek Silver

Electric Red

Stone Black

Deep Ocean Blue

Blushing Red

9) Hyundai i20-

Facts- The Hyundai i20 is the epitome of the modern luxury

compact. It’s another scintillating offering from Hyundai Motor,

the automobile giant that buzzes with fresh ideas, novel solutions

and top technology. Sharp and stylish on the outside, spacious

and versatile inside, it

Bibliography

Hyundai Sales Executive Study Book

Hyundai Service Book

http://worldwide.hyundai.com/

Broachers and Prospectus

Thank

You