Welcome to Retail Business

Training Programe for the Call Centre Executives

CRM Initiative

Customer Evolution

Vehicle

People in the Vehicle

Various Segments'

Product Based

Infra structure Based

Service Based

Industry Evolution

Types of Markets & Customers

UrbanProfile –Luna to Lamborghini

Illiterate to Highly Educated

Age – 18-80 Yrs.

Income –Middle to High

Type of Travel- Work, Socializing ,Evants

Highway

Goods Heavy Vehicle

SUV / Passenger Cars/ CABS

Families

Truck & Car Drivers

Age- Kids to 80 Yrs.

Income –Low to Very High

Business and Tourism Related Travels

Rural

Farming Community

Middle level Business Men/Traders

Small Time Travelers

Short Distance Commercial Drivers Cum Owners

Type of Business Agriculture

Highly Egoistic and opinion shapers in the Area

Language – Preferably Local

Brand Promise

• Caring

• Reliable

• Innovative

Mapping of customer’s mindset

Retail Outlet Value Explosion

SocialDimension

Mental Dimension SERVICES

Fuels

VALUE

l CCTV Coverage

l Auto Ticketing

l Digital Density DS

l SMS to Customer (RFID)

l 2T Dispensing

l Automation

l Fool proof traffic management

l Dedicated tank lorry decantation area

l Emergency helplines

l No leakage/oil spillage

SAFETY HI-TECHl 24 hours operation

l ATM

l Doctor on call

l Insurance

l Utility payment drop box

l Refreshment corner

l Railway reservation

l Consistency

l Breakdown

l Flat Tyre

l Free Air

l Free Water

l Toilet

l Seamless practices

l Petro Card Community

l Premium Fuel Community

l Customer Panel

l ARB Users

l Office Bearers of Adjoining Societies

PRODUCTS

QUALITY

BRANDS

l Speed

l Mak

l Petrocard

l Hi-speed

l V-care

l Fleetcard

l NPND

l NANOl Correct Delivery

l Correct Quality

l MS

l LUBESl HSD

Value Explosion of our BPCL Outlet

Responsibility of the Dealers

Quality ,Quantity and Correct PriceAir Facility during RO operationsPrompt Service and Customer Behavior Suggestion and Complaint Book must be made available and Message to be displayed The working Hour should be prominently DisplayedAvailability of clean ToiletTelephone facility Must display the name of the Co. officer , Address of the customer Service CellFirst Aid Box to be made available RO to be kept adequately illuminated and meet the house keeping standards laid down by the company

Types of Complaints

Critical

Major

Regular

Critical Complaints

Quality & Quantity

Suspected adulteration

Short Delivery on account of Cheating by manipulation of the Fuel Dispenser

Suspected Tempering of the Dispensers

Major Complaints

Selling of Normal MS /HSD as branded Fuel

Overcharging

Manual Bill at the Automated RO

Minor Complaints

•Non provision of facilities like air, clean Toilet, Telephone and first aid box

•Non display of authorized Retail Selling prices of MS / HSD / CNG / AUTO LPG

•Non maintenance of complaint book or not providing the same when demanded by the customer.

•Poor housekeeping.

•Driveway Salesmen at the ROs not in uniform/wearing badges

How to Build the conversation

Diffusion of

image

Value Proposition

Demonstration

Resonate with

the customer

Differentiate with the

competition

Re-enforcement of

image

Points of Leverage

Image

Augmentation

Communication

Explosion