Sales Basics

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NISSAN SALES WAY

SALES BASICSQuick Reference Guide

NISSAN GROUPOF INDIA

NISSAN INDIA RELEASE 1.0


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It is often the simple steps taken by the people towards the customers

that give them the desired sales experience. We can improve the

customer satisfaction by diligently delivering basic customer

expectations' across the various touch points.

Nissan is strongly committed to achieve top class Customer Quality

and this cannot be attained without every representative at the Dealer

network fully adhering to the NSSW standards.

The objective of this Sales Basic Manual is to implement the basic

NSSW standards by enacting the essential steps with each customer

every time.

We expect each of our representatives at the dealership to deliver

these Sales Basics to our customers, thus building a great rapport of

brand loyalty with the customers

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OBJECTIVE


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1. I the targets for my team.set

2. I and enquiry generation activities.plan organize

3. I each enquiry.monitor

4. I the test-drive ratio.monitor

5. I morning meeting with the team daily.conduct

6. I team results daily.evaluate

7. I and my team.coach train

8. I with my team.meet the customers

9. I and try to prospect them.call-up lost enquiries

10. I ensure are addressed immediately.customer complaints

10 ESSENTIALS FOR TEAM LEADER

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5 ESSENTIALS FOR CUSTOMER RELATIONSHIP MANAGER

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1. I ensure every customer is contacted within 3 days of delivery.

2. I ensure are resolved immediately orcustomer complaints

3. I ensure dealership.clean and vibrant

4. I implement immediately.customer feedback

5. I to improve Customer Satisfaction.propose initiatives

maximum within 48 hrs.


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1. I ensure dealership environment.clean and vibrant

2. I ensure of required availability manpower.

3. I of sales team.define the responsibility

4. I the to achieve the task.provide means

5. I the processes as perimplement Nissan Sales Way.

6. I conduct and meetings.daily, weekly monthly review

7. I facilitate of business targets.achievement

8. I each employee to the required train standards.

9. I my employees.motivate and retain

10. I take actions towards of customer satisfaction.improvement

10 ESSENTIALS FOR SALES MANAGER

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SCOPE OF NISSAN SALES PROCESS

CUSTOMER PURCHASE CYCLE

Advertising

Cold Call

Website

PR

EventInsuranceSale

CarDelivery

FinancialScheme

Walk-in

DealerExperience

Test Drive

Brochure

SalesPromotion Telephone

Follow-up

Pre-Purchase

Purchase

PostPurchase

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1

2

34

5

6

7

8

9

PROSPECTING

GREETING

CONSULTING

PRODUCT PPT

TEST DRIVE

NEGOTIATION

CLOSING

VEHICLE DELIVERY

FOLLOW-UP

NISSAN SALES PROCESS

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10 Sales Basics

Customer Entry

7

8 3

2

4

9

1

5

6

Prospecting

Greeting

Consulting

1

2

3

Product Presentation

Test Drive

Negotiation

4

5

6

Closing

Accessory Display

Cashier

8

9

7


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2. Greeting

3. Consulting

4. ProductPresentation

5. Test Drive6. Negotiation/ Quotation

7. Closing

8. Vehicle Delivery

9. Follow-up

1. Prospecting

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Generate leads.

Prioritize the leads:

- The quality of the source

- The age of the lead

Prepare the prospect details

Contact the prospect on the same day.

Build Rapport with the customer.

Fix an appointment.

Record the prospect details.

Responsibility Holder

CRE

SC

PROSPECTING

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ACTIVITY RESPONSIBILITY HOW TO

Generate leads Sales Consultant

Prioritize the LeadsTeam Leader/SalesManager/CRE

Contact the prospect withinthe same day

Sales ConsultantSales Consultant to immediately call backthe customer and check for hisrequirements

Prepare the prospect details Sales Consultant/CREPrepare customer details in the ProspectInformation card. CRE to enter thedetails in DMS & Enquiry register

Build Rapport with thecustomer

Sales ConsultantDont pressurize the customer and seekopportunity for meeting

Fix an appointmentCRE-Tele in Calls/SalesConsultant- Walk-in Seek suitable time for meeting

Record the prospect detailsSales Consultant/CRE-Tele incalls

Record in Enquiry & Follow-upRegister

Reference, Events, Cold Calling, Tele-calling, Other Marketing Activities,Customer office/site

From in DMS &customer contact logEnquiry register. Assign Leads to theSales consultant seeking the quality ofsource and lead.

ROLES & RESPONSIBILITY

PROSPECTING

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1. Prospecting

2. Greeting

3. Consulting



7. Closing

8. Vehicle Delivery

9. Follow-up

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Answer all telephone calls within the third ring.

Thank the customer and introduce the Dealership and your name in a

courteous manner.

Assist the customer.

Listen patiently to the customer.

Identify the customers needs and direct the call appropriately:

- Inform the name of the person to whom the call is being transferred

- Do not make the customer to hold longer than 30 seconds

- Capture the customer details and arrange a call back

OVER THE PHONE

GREETING

ALL EMPLOYEES

SECURITY

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Transfer to appropriate Sales /Servicecolleague. Arrange for a if the call back required person not available by

capturing the customer details

Listen to the customer requirementscompletely before channelizing thefurther step

Listen to andcustomer requirements assist the customer accordingly

Greet the customer and introduceyour dealership name and your name[e.g. Thank you for calling XYZ Nissan,Good Morning, I am Ms. ABC, how May

I help you? ]

Promptly answer all calls Ensureincoming lines are free {preferably have

at least 5 dedicated telephone lines withEPABX} & there is separate dedicated linesfor incoming & outgoing calls


Answer all telephonecalls within the thirdring

Thank the customerand introduce theDealership

Assist the customer

Listen patiently tothe customer

Identify thecustomers needsand direct the call

appropriately

Receptionist

All members

Receptionist/CRE

Receptionist

Receptionist

Receptionist/CRE


GREETING OVER THE PHONE

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Greet the customer immediately upon his/her arrival

- Friendly and welcoming staff Security, Receptionist,

Showroom staff.

Introduce yourself.

Assist the customer to sit comfortably and Offer Refreshment.

Seek the purpose of visit.

Introduce the customer to concerned Person.

IN THE SHOWROOM

GREETING

ALL EMPLOYEES

SECURITY

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Promptly answer all callsEnsure incoming lines are free &

there is separate dedicated linesfor incoming & outgoing calls

Greet the customerimmediately upon his/herarrival

Receptionist/CRE

Greet the customer and introduceyour dealership name and your nameReceptionist/CREIntroduce yourself

Assist the customer tosit comfortably and OfferRefreshment

Receptionist/CRETransfer to appropriate Sales /Service colleague

Seek the purpose of visitReceptionist/CRE

Listen to the customer and checkthe customers intention of visitto the showroom

Introduce the customerto concerned Person Receptionist /SC

Introduce the right person a perthe customer requirement. If SCnot available; please consider TeamLeader or Sales Manager forintroduction.


GREETING IN THE SHOWROOM

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1. Prospecting

2. Greeting

3. Consulting



7. Closing

8. Vehicle Delivery

9. Follow-up

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Attend the customer within 2 minutes

Introduce yourself and hand-over your business card.

Identify the customer expectations.

Capture the customer details.

Determine needs by asking questions.

Capture the needs and qualify his requirements.

Recommend a suitable model and handover brochure.

Introduce the customer to concerned Person.

CONSULTING

SC

TEAM LEADER

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Incase consultant is busy attendingcalls , Team leader /Sales Managerto take charge of the customer

Greet the customer and introduceyour name, share your businesscard with both the hands

Make the customer comfortableSeek his details and capture themin Prospect Information card

Undertake need analysis as perandProspect Information card

record the details.

Analyze the needs and identify thesuitable NISSAN or DATSUN modelthat can address his needs

Reconfirm the needs and recommendthe model .Handover the brochure.

and leaflets

Attend the customerwithin 2 minutes

Introduce yourself andhand-over your businesscard

Capture the customerdetails

Capture the needs andqualify his requirements

Recommend a suitablemodel and handover

brochure

Sales Consultant

Sales Consultant

Sales Consultant

Sales Consultant

Sales Consultant


CONSULTING

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1. Prospecting

2. Greeting

3. Consulting

4. Product

Presentation


7. Closing

8. Vehicle Delivery

9. Follow-up

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Introduce the Product to the customer

Highlight key features and benefits to match the

customer needs

Demonstrate the product in 5 steps Explain these features. .

Let the customer touch and feel the product.

Reiterate NISSAN advantages (brand/quality, etc.)

Address all Queries/Objections of the Customers.

Take the Customer for a Test Drive.

TEAM LEADER

SC

PRODUCT PRESENTATION

2

3

4

51

Position 1 Front

Position 2 Engine

Position 3

Position 4

Position 5

Co-Driver & Rear seat

Rear

Driver Seat

5 Step Demo

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Refer to the product pitchHigh 5s , Advantage againstCompetition

Refer to and alignProduct pitchwith the script based onrequirements shared by customer

Demonstrate the Product as per thestandard 5 step Demo procedure

Use and Testimonials andSales Kit highlight the customer requirementsbeing attended to by the productInvolve Team Leader/Sales Managerin case required for any objectionhandling.

Check Test Drive Vehicle availabilityOffer Test Drive and confirm asuitable appointment in case of any

delay or customer request

Sales Consultant

Sales Consultant

Sales Consultant

Sales Consultant

Sales Consultant

Introduce the Productto the customer

Highlight Key featuresand benefit to matchcustomer needs

Demonstrate theproduct in 5 steps

Reiterate Nissanadvantages

Take the customerfor Test Drive


PRODUCT PRESENTATION

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1. Prospecting

2. Greeting

3. Consulting



7. Closing

8. Vehicle Delivery

9. Follow-up

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Make sure that the Test drive vehicle is in excellent condition.

Take a predefined route.

Verify the customers drivers license before leaving for the

drive.

Explain all the controls to the customer before starting.

Drive the car yourself first.

Reiterate the vehicles key features and benefits.

Record the demonstration for quality and training purpose.

Confirm with the customer that the vehicle meets his/her

needs.

TEST DRIVE

TD IN-CHARGE

SC

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Fill the and confirmTest Drive Checklistwith the Test Drive In-charge.

Please consider a to cover allpre-defined routeterrains and conditions. In case of CustomerHome /Office Visit; please plan the route inadvance for all the above requirements

Please explain the driving controls andimportant highlights to the customer. SC todrive the vehicle first with explanation beforehanding over to the customer. Follow the TestDrive Guideline Booklet for reference

Reiterate and Highlight the vehicles keyfeatures and benefits inline with thecustomers need analysis.. Refer the TDguidelines for better experience. Record theconversation if possible for internal trainingand quality purposes.

CRE/CRM to capture the Customer Feedback on

his/her experience TheTD feedback form.feedback to be collated and action plan to beimplemented accordingly

Ensure TestDrive Vehicleis in Excellent

condition

Take apredefinedroute

Explain all thecontrols to thecustomer beforestarting

.

Reiterate thevehicles keyfeatures andbenefits

Customer

Feedbackon Test DriveExperience

SalesConsultant &Test Drive

In-charge

SalesConsultant

SalesConsultant

SalesConsultant

CRE / CustomerRelation Manager


TEST DRIVE

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1. Prospecting

2. Greeting

3. Consulting


5. Test Drive6. Negotiation/

Quotation

7. Closing

8. Vehicle Delivery

9. Follow-up

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Confirm the customers needs on:

Price and terms

Expected Delivery date

Mode of payment - Finance /Cash

Confirm the variant and all necessary desired options.

Explain the pricing structure and finance options.

Offer a proposal based on the customers needs.

Give quotation to the customer.

Agree on the terms and move to closing.

NEGOTIATION

SC / TL

SALES MANAGER

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Understand and seek customerexpectation on Price, Mode of Payment

and Date of Delivery

Propose and confirm the required model andvariant as per customer needs and desiredoptions

The price break-up to be given and explainedas per the The finance schemes toprice-list.be proposed and the EMI and Margin Moneycalculation to be explained and handed over.Offer a proposal based on Customer Needs

and requirement

Handover a to theprinted Quotationcustomer in the Customer Name and withall the break up and additional details viz;Accessories, Value Added Services etc.

Please confirm the quotation for themodel,variant, finance and seek the detailsand time for Booking Formalities with the

customer.

Sales Consultant

Sales Consultant

Sales Consultant

Sales Consultant

Sales Consultant

Confirm thecustomers needs

Confirm the variantand all necessarydesired options

Explain the pricingstructure andfinance options

Give quotation tothe customer

Agree on the termsand move to closing

NEGOTIATION

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1. Prospecting

2. Greeting

3. Consulting



7. Closing

8. Vehicle Delivery

9. Follow-up

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Ensure the customer is in agreement with the offer.

Obtain approval on vehicles delivery date and time.

Complete the relevant documentation and paperwork.

Explain the time-lines of processes till vehicle delivery.

Obtain customers signature on the order booking form.

Handover a copy of all documents to the customer.

If the closing is not initially successful, confirm a convenient time and method to follow up.

CLOSING

SC / TL

SALES MANAGER

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Confirm the selected model and variant andconfirm the expected date of delivery of the

vehicle and open and update Customer OrderBooking Form.

Please seek the documents required for theprocess of new vehicle booking and deliveryand update the same in . Order Booking Form

Explain the timelines of various processessuch as Finance, RTO & Insurance during

the document collection.Complete the updated details in the Customer Order Booking form along withpayment details and receipts. Obtain thecustomer signature on the same and handover a copy of the same to the customer.

If for any reason for shortage of documents;payments or any customer request, pleaseconfirm a later convenient appointmentfor follow-up and closing.

Sales Consultant

Sales Consultant

Sales Consultant

Sales Consultant

Sales Consultant

Ensure thecustomer is in

agreement withthe offer

Complete therelevantdocumentation andpaperwork

Explain the timelinesof processes tillvehicle delivery

Obtain customerssignature on theorder booking form

If the closing is notinitially successful,confirm a convenient

time and method tofollow up


CLOSING

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1. Prospecting

2. Greeting

3. Consulting



7. Closing

8. Vehicle

Delivery

9. Follow-up

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Confirm vehicle availability at the dealership 7 days prior to delivery.

Inform the customer immediately incase of any delay.

Ensure PDI two days prior to delivery.

Ensure vehicle readiness with Accessory fitment 2 hours prior to the

delivery time.

Keep all the documents ready before customer arrival.

Conduct a delivery ceremony.

Demonstrate the vehicle features and maintenance schedule.

Introduce to service colleagues.

Determine the customers preference for follow-up.

Thank the customer and escort till the exit.

VEHICLE DELIVERY


SC/DELIVERY IN-CHARGE

SALES MANAGER

SERVICE STAFF

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Check for the vehicle availability 7 days inadvance as per the promised date of deliverywith the stockyard. Please apologize & inform

the customer immediately in case of anydeviations from the promise.

Please confirm with the Stockyard in-chargeand Delivery In-charge regarding the PDIdone and vehicle readiness at least 2 daysprior to delivery.

Please confirm with the Delivery In-chargeregarding readiness of the vehicle with

accessories and PDI. Check the completionthrough Pleasevehicle readiness check-sheet. confirm all the documents to be readyfor customer handover.

Ensure to make the delivery ceremonyremarkable as per the delivery ceremonyguidelines. Demonstrate the vehiclefeatures to the customer for usage andexplain the .maintenance schedule

Introduce to the service colleagues andseek for the preferred time for follow-up.

Sales Consultant/ Delivery

In-charge

Sales Consultant/StockyardIn-charge/DeliveryIn-charge

Sales Consultant

/ DeliveryIn-charge

Sales Consultant

Sales Consultant

Confirm vehicleavailability at thedealership 7 daysprior to delivery

Ensure PDI twodays priorto delivery

Ensure vehiclereadiness with

Accessory fitment2 hours prior tothe delivery time

Conduct a deliveryceremony

Determine thecustomerspreference forfollow-up

VEHICLE DELIVERY

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1. Prospecting

2. Greeting

3. Consulting



7. Closing

8. Vehicle Delivery

9. Follow-up

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Contact the customer after 3 days of delivery.

Identify yourself and explain the purpose of call.

Request time for discussion.

Seek an appointment if the customer is busy.

Call the customer as per the appointment.

Thank the customer for purchasing the vehicle.

Enquire about the purchase experience with the Dealership.

Record Voice of customer.

Enquire and note the preference of contact in future (Phone, visit, e-mail).

Follow up every quarter with the customer.

FOLLOW-UP

CRE / CRM / SC

SALES MANAGER

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Customer to be telephonically contacted forfeedback after 3 days of delivery. Explain the

purpose of calling and check if the customeris busy.

If customer is busy; please call the customeras per the appointment taken.

Thank the customer for purchasing the newvehicle and enquire about his vehicle purchaseexperience and whether the customeris happy driving.

In case of any negative reply or complaint orsuggestion; please capture the same in exactvoice of the customer. Contact to theconcerned person for resolution andcountermeasure action plan based on rootcause analysis.

Enquire and note the preference of contactin future (Phone, visit, e-mail) Contact the

customer every quarter for relationshipmaintenance and referral customers.

CRE/CRM

Sales Consultant

Sales Consultant

Sales Consultant

Sales Consultant

Contact the

customer after 3days of delivery

Seek anappointment if thecustomer is busy

Thank thecustomer forpurchasing thevehicle

Record Voice ofcustomer

Follow up every

quarter with thecustomer


FOLLOW-UP

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Handle the customers complaints as a top priority.

Allow the customer to explain his/her concerns completely.

Apologize for the inconvenience caused.

Check your understanding of the concern with the customer.

Co-ordinate with concerned department to resolve the issue.

Obtain Satisfaction Note & Offer a Gift.

Record the status and conclusion of the complaint.

Analyze the nature of complaint and report to management.

COMPLAINT MANAGEMENT

SC / CRM

SALES MANAGER

TEAM LEADER

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Any Complaint registered whether throughcall center or through proactive follow-upto be contacted back the same day. Listen

to the customer feedback/complaint.

Please confirm the customer feedback orcomplaint with the customer to arrive aright solution/suggestion.

Post understanding the customer concern;explain with the background and details tothe concerned person for resolution. The

concerned person to connect with thecustomer and revert back with satisfactionnote immediately.

The status of the complaint to be recordedand the nature of the complaint to beconcluded and closed with attaching thesatisfaction note against the complaint form.

Analyze the nature of the complaint andsuggest a suitable countermeasure though

root cause analysis. Suggest & implementthe countermeasure and report to themanagement.

CRE / CRM

CRE/CRM

CRM/ConcernedSales and

Service Staff

CRE/CRM

CRM

Handle thecustomerscomplaints as a toppriority

Check yourunderstanding ofthe concern withthe customer

Co-ordinate withconcerned

departmentto resolvethe issue

Record the statusand conclusion ofthe complaint

Analyze the natureof complaint andreport tomanagement


COMPLAINT MANAGEMENT

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DEALERSHIP FACILITY EXPERIENCE

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Every customer is my friend

and dealership is my home.

Everything in the Dealership facility that is visible and accessible to

customers must be cleaned regularly.

CLEAN DEALERSHIP FACILITY

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SHOWROOM ORGANISATION

The between the carsdistance

should be 8ft.

All Model Display Nissan & Datsun

Place Specification Stand on the

Driver side of the vehicle aligned in

such a way that the doors can open

fully.

Vehicles should be facing

customers from

Entrance.

Car should be unlocked

with ignition key

removed.

Model Name plate to be

fixed at the front & rear of

the vehicle.

Wheels shall be perfectly

aligned with the axis of

the vehicle.

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GUIDELINES FOR VEHICLE DISPLAY

NO Paper mats to be

used. Use Carpet

mats.

NO Plastic Covers on the

seats of Display Vehicle

There should be

no stickers on the

windshield.

Display Vehicles should

be regularly cleaned to

be free of Dust and

Stains

Use only

Genuine

accessories

in the Display

Vehicle.

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GUIDELINES FOR VEHICLE DISPLAY

Top-End Variant of the model to be

displayed in the showroom

Co-Driver window should be

kept 1/4th Open.

Tyres to be always

cleaned and polished.

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TEST DRIVE CAR STICKERS

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SHIRT

TROUSER

BLAZER

TIE

SHOES

White

Dark GreyDark Grey

Grey

Black

Leather

SHOWROOM EMPLOYEE UNIFORM

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SHOES

Black

Leather

BLAZER

Dark Grey

SHIRT

White

TROUSERDark Grey

TIE/SCARF

White

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SHOES

Black Leather

TROUSER

Navy Blue

SHIRT

Sky Blue


BLAZER

(Optional)

Navy Blue

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TIE

(Optional)

Blue


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SHOES

Black LeatherTROUSER

Navy Blue

SHIRT

Sky Blue

BLAZER

Dark Grey

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SALES OPERATIONS FORMATS -

AdditionalLeaflets,

AccessoriesList

- SC

Prospect Follow-Up Log Sheet

Receptionist SC

Walk-in / Call-inRegister

- Receptionist

Customer Profil--ing in Prospect

Info Card

- SCTD Guideline

Usage

TD VehicleCondition Check

sheet - SC

TD Feedback

Form- CRE/CRM

DMS Data Entry

Operator

SC AvailabilityChart

HR Manager

Brochures

PROSPECT INFORMATION CARD

PROSPECTING GREETING CONSULTING PRODUCT

PRESENTATION TEST DRIVE

Walk-in / Call-inRegister

- Receptionist

Call / E-mailScripts

Receptionist CRE

Business CardHandover

- SC

6-Step DemoProcedure

- SC

TD AvailabilityChecksheet

- SC

Route Map

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AT DIFFERENT STAGES

POST BookingPSFU Script

- CREProformaInvoice

- SC

CustomerDocument

File- SC

InvoiceRTOInsuranceQRGOwner Manual

SatisfactionNote for

Complaint

Resolution

CustomerComplaintCounter-measure

Sheet

CRM/SM

FinanceDocumentsRequirement

- SC

RegistrationDocuments

- SC

DeliveryCeremony

Preparation SC / CRM

NEW VEHICLE DELIVERY

NEGOTIATION CLOSING VEHICLE

DELIVERY FOLLOW-UP

COMPLAINT

MGMT

Price list

- SC

Order BookingForm

- SC

New VehicleReadiness

Checksheet DeliveryIn-charge

PSF CALLSCHEDULE

- CRE

CustomerComplaint

Tracker - CRE

N+3 DaysPSFU Script

- CRE

N+21 DaysPSFU Script

- CRE

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ANNEXURES


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NISSAN GROUP

OF INDIA

Sales Basics

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