Final SOP Manual

Contents of Customer Docket (Refer Page 2 of the Docket) 1. Order Booking cum Commitment Check List (OBC) 4 a. The purpose of OBC is to ensure that all commitments given at the time of pre-owned car booking are in writing to avoid any misunderstanding in the future. b. Please retain your copy of OBC with signature of the Relationship Officer. 2. Maruti Suzuki Genuine Accessories 12 a. Maruti Suzuki Genuine Accessories / Genuine Nexa Accessories (MSGA / GNA) offers a wide range of high-quality accessories as per your choice. b. All type of accessories available under a single roof. c. Maruti Suzuki Brand assures a) Trust and Quality b) Reliable and Quality Product d. Extensive Range - Rich in aesthetics, feel, utility and performance. e. Designed especially for your car - Perfect mechanical and electrical compatibility. f. Peace of mind through excellent after - sales support andwidespread service network. 3. Registration Undertaking (RC) Undertaking Format 18 a. The purpose of RC Undertaking Format is to ensure that commitment regarding the expected time of transfer of Registration certificate is given at the time of delivery. b. Another purpose is to ensure that all the formalities at your end are completed to ensure timely delivery of the transferred RC. c. Please retain a signed copy of RC Undertaking Format provided in the Docket. Please sign and handover the second copy to the Dealership for record purpose. d. Extensive Range - Rich in aesthetics, feel, utility and performance. e. Designed especially for your car - Perfect mechanical and electrical compatibility. f. Peace of mind through excellent after-sales support and widespread service network. 4. Delivery Checklist 24 5. Important Documents 32 a. Gate Pass 34 b. Form 60 36 c. Delivery Receipt 38 d. Purchaser Affidavit 40 e. Warranty Undertaking (TV/NTV) For more details, may please refer Customer docket available with you. 97 SYSTEM & PROCESS GUIDE

A seller docket is a set of various official documents in triplicate that are used during the purchase of any Pre-owned vehicle from the seller. The docket contains the terms of the vehi- cle possession, RC Transfer undertaking, NOCs etc. Buying Docket Customer Docket (Seller) Customer Name: ......................................................................... Address: ...................................................................................... Mobile No.: .................................................................................. Email ID.: ..................................................................................... Car Model: ................................................................................... Vehicle Registration No.: ........................................................... Evaluator Name and No: ................................................................ ....................................................................................................... Exchange/Direct Buying: ............................................................ BUYING DOCKET 98

Documents Checklist For more details, may please refer buying docket available with you. 99 SYSTEM & PROCESS GUIDE

SYSTEM GUIDE 100

System Guide  Organisational Structure  Manpower - Roles and Responsibilities - Recruitment Advertisement  Stationery - Business Card - Envelope - Letterhead  Uniform Guide  Showroom Ambience - Display Area - Display of MSGA  Technology - Customer Desktop - Hostess Desktop - Advisor Desktop - True Value Website - True Value Customer App - Evaluator App  Designations and Abbreviations 101 SYSTEM & PROCESS GUIDE

Organisational Structure Parent Dealer/ CEO L1 Top Management L2 General Manager (Parent Group / Sr. Management L3 Outlet Level) HR Manager Accessories Sourcing Head Accounts Head (Parent Group / Head True Value (Parent Group / (Dealership Level) Manager Outlet Level) (Dealership Level (Outlet Level) Outlet Level) Middle Management L4 Senior Relationship Officer Managers L5 Customer Relationship Sourcing Care Officer Manager/ Evaluator Manager Executive L6 Accessories Customer Tele RC EDP Accounts Executive Care Marketing Coordinator Executive Executive Executive Executive RF Coordinator Jr. Executive and Accessories Driver Office Boy Cleaner Security Others L7 Fitter Guard LEGEND Designation Written in red Parent group level Designation Written in blue True Value outlet level Reporting to parent level officer Daily monitoring/reporting Reporting within True Value showroom ORGANISATIONAL STRUCTURE 102

Manpower 103 SYSTEM & PROCESS GUIDE

Roles and Responsibilities Trained and Motivated Manpower plays a pivotal role in ensuring that the business objectives are met and also helps to build the brand image of the Channel. In today’s Digital world, efficient manpower equipped with technology can set new benchmarks. The Roles and Responsibilities of each staff member at the Dealership are defined in this section. Roles are the positions each team members are assigned within an organisation and Responsibilities are the specific tasks or duties that the team members are expected to perform according to their roles. ROLES AND RESPONSIBILITIES 104

General Manager (GM) General Manager takes care of the overall Business operations of the True Value and is responsible for the Dealership profitability. General Manager ensures that each and every employee within the Dealership performs his/her duties so as to achieve the business objective of the Dealership. Eligibility: Qualification: Graduate/M.B.A Age: 35+ years Experience: 12+ years Minimum 5+ years of experience in hand ling the complete Sales and Marketing operations of a Dealership / Cluster of outlets in Automobile Industry. 105 SYSTEM & PROCESS GUIDE

Competencies Required Thorough knowledge of the Pre-owned Car Industry and segments of organised and unorganised players. Excellent team management, mentoring, motivational, communication and interpersonal skills. Good understanding of the competition. Customer obsession so as to impart a delightful purchase experience. Ability to design, monitor and achieve an annual business plan for the Dealership. Knowledge of all the statutory compliances and ensuring adherence to them. Tech-savvy with knowledge of Digital applications. Responsibilities Plan and strategise to achieve monthly and annual Dealership business plan. Manage entire Dealership sales and sourcing team’s performance. Ensures quality of sales for delightful Customer journey at the Dealership. Implementation of new initiatives to improve Dealership operations. Manages Profit and Loss account of True Value Dealership. Analyzes sales figure and market share to formulate strategies for the business. Responsible for all the communications with MSIL to make the strategies and their implementation to achieve the target. Recruit adequate quality manpower at the Dealership to meet the annual organisation objective. Ensures Customer feedback is captured and corrective actions are taken on the same. Maintains cohesiveness within the departments. GENERAL MANAGER 106

True Value Manager (TVM) True Value Manager is the key person who takes care of the buying and selling of Pre-owned cars at the Dealership. He is critical in deciding the RF Cost / Pricing / Vintage control thereby contributing to the profitability of the Dealership. Eligibility: Qualification: Preferably MBA in Marketing / Sales Age: 30-35 years Experience: 10-15 years Experience in managerial role in sales function, preferably in automobile or from consumer durable industry. 107 SYSTEM & PROCESS GUIDE

Competencies Required Thorough understanding of the Pre-owned Car Industry/Automobile Industry and competition landscape. Detailed knowledge of vehicle sourcing and selling processes. Orientation towards Quality Customer Service. Planning of Marketing Activities in consensus with Regional Office guidelines. Must have management, leadership and negotiation skills. Subordinate development and motivational skills. Tech-savvy with knowledge of computer and digital applications. Responsibilities Adherence of the defined processes at the Dealership as per MSIL guidelines. Ensures delightful Customer experience during their visit at the Dealership. Adherence to the True Value Brand core values at the Dealership. Should have detailed understanding of the market demand, Customer preferences and ensure sourcing of the models accordingly. Responsible to manage the adequate stock at the Dealership. Adequate stock management includes: No. of stock days, model mix, lead time monitoring for each activity, buying, refurbishment, certification, minimum refurbishment cost variance and stock liquidation on a timely basis. Responsible for target setting v/s actual performance monitoring on a daily basis. Ensures Dealership’s profitability as per the yearly target. Helps Relationship Officer for negotiations, deal closure, price re-correction with respect to market demand and supply and ageing of the vehicle, if required. Ensures the practice of giving First Time, Right Price. Responsible for all the operational activities as per the prescribed SOP guidelines. Plans and conducts POC events (Sourcing and Selling) to generate enquiries. Conducts morning meeting with all the team members including SRO, RO, CCM, CCE, Office Boy, Driver, Security Guard every day to discuss: a. Major activities planned for the day b. Previous day’s plan v/s actual c. Critical incidences happened previous day and learnings carried out from them. TRUE VALUE MANAGER 108

d. Any important issues faced by any team members. To prepare for any unexpected/emergency situation. This majorly includes: High footfall, absence of any team member, power failure etc. Ensures adherence to the best HR practices at the Dealership to have higher employee retention. Ensures participation in Recruitment, Salary Finalisation, Incentive Structure Planning, Training and Development and other Welfare Schemes for the employees. Responsible for handling Customer complaints and queries related to final Price, Refurbishment, Certified and Non-Certified vehicles etc. He must also take care of the 2nd level escalation of the Customer complaints. Root Cause Analysis for the similar nature of Customer feedback captured in PSF to ensure that similar nature of complaints are not generated or escalated in the future. 109 SYSTEM & PROCESS GUIDE

Senior Relationship Officer (SRO) SRO is responsible for managing and monitoring the “Relationship Officers” and other team members to get the best output. His key job responsibility includes resolution of all Customer queries and issues. Leadership skill is the basic requirement in this role. Eligibility: Qualification: Graduate, Desired: Diploma in Marketing/Sales Age: 25-32 years Experience: 5-10 years of experience Person with 5 years of supervisory sales experience at automobile Dealership or any other industry. SENIOR RELATIONSHIP OFFICER 110

Competencies Required Detailed knowledge of the Pre-owned Car Industry. Understanding to operate DMS and Digital Applications/Tools. Must have thorough knowledge and understanding of all elements of vehicle sales (Pricing, Taxation, Finance, Insurance, Registration Transfer, etc.) Team management and mentoring. Excellent communication skills in local as well as English language. Tech-savvy with proficiency in operating computer and digital applications. Responsibilities Handles a team of 4-5 ROs and helps them in addressing Customer queries/issues in closing the deal. Responsible for monthly target allocation, monitoring and achievement. Shares target vs actual status with TVM on daily, weekly and monthly basis. Collects feedback from TVM on day to day operations and implements the suggestions. He also shares individual feedback with each RO. Escalates necessary issues/queries to TVM for timely resolution and handles first level Customer complaint escalations for timely resolution. Coordinates and handholds the Refurbishment coordinator for the timely completion of the work. Handholds CCM/CCE during high Customer footfalls. Ensures a smooth vehicle delivery process by coordinating with all the concerned departments at the Dealership, such as: Sales, Accessories, Finance, Registration and Accounts. Interacts with each Customer once the Demo/Test Drive is done by RO to ensure higher conversion ratio. Guides evaluators and ROs for the vehicle sourcing as per the market demand for faster rotation of stock/working capital. Customer Handling and Deal Closure in case RO is not available, CCM assigns enquiries through registration desk to SRO. Ensures enquiry and evaluation follow up through ROs. Supervises all POC (Buying and Selling) events and activities. 111 SYSTEM & PROCESS GUIDE

Relationship Officer (RO) RO acts as the single point of contact for all the Customers. He analyzes the needs of the Customers and provides them with the best possible solution. RO ensures to deliver an enhanced Customer experience at the Dealership by answering all the queries/ questions asked by the Customers. Eligibility: Qualification: Preferably Graduate, Desired: Diploma in Marketing/Sales Age: 22-27 years Experience: 0-5 years of experience Person with prior sales experience of 1-2 years will be preferred. Must have a valid “LMV Driving License” RELATIONSHIP OFFICER 112

Competencies Required Basic understanding of passenger car industry. Understanding of documentation, car financing and RTO processes. Tech-savvy with understanding of digital gadgets, applications and IT tools. Understanding of the Customer vehicle delivery standards. Possesses Customer-focused approach and empathy towards Customer grievances. Good communication and presentation skills with proficiency in local and English language. Good selling, negotiation and convincing skills. Networking and Partnership skills. Responsibilities Achieves the monthly sales and value-added service targets assigned by SRO/TVM. Follow-up and conversion of the enquiries assigned to him by the CCM. Greets and guides the Customer to the discussion table and offers refreshment. Need analysis by using LMS portal only. Explains and compares all shortlisted cars to the Customer. Conducts static car demonstration by using the FIRSST technique. (Refer Manual Page No. 31) Conducts Test Drive for the shortlisted car and follow the pre-defined route. Collects the Customer’s driving license and undertaking form before the Test Drive. Answers all the Customer queries and questions about the car during the Demo and Test Drive. Ensures Customer feedback of the Test Drive is captured in the LMS. Suggests the best finance option to the Customer and initiates car booking process. Explains and guides the Customer towards the accessories zone to personalise his car. Ensures completing Post booking documentation and guides the Customer towards the payment section. Ensures and coordinates with other departments for timely vehicle preparation and readiness for the delivery. Handles post sales Customer queries and grievances related to RC transfer or any other pendency. 113 SYSTEM & PROCESS GUIDE

Executes BTL activities as planned. Makes home visits, if desired by the Customer. Acts as a single point of contact for Customers with respect to all the queries. RELATIONSHIP OFFICER 114

Customer Care Manager (CCM) Customer Care Manager (CCM) is the first point of contact to the Customer at the Dealership. CCM ensures the delightful pre-buying and post buying experience to the Customer. CCM also takes care of the upkeep of the outlet. Eligibility: Qualification: Graduate Age: 22+ years Experience: Fresher or having 1-5 years of experience Experience in handling front desk of either an automobile showroom or any other company. Knowledge and experience of upkeep of the premises and ensures smooth Customer journey. 115 SYSTEM & PROCESS GUIDE

Competencies Required Pleasing, Cheerful and Presentable personality. Tech-savvy with knowledge of computer and digital applications. Self reliant and able to determine the showroom needs with respect to both buying and selling functions. Should have a Customer centric approach and strives to provide a warm and welcoming environment on every visit. Good communication skills in local and English language. Responsibilities CCM is responsible to welcome the Customer at the showroom and helps them to register at the high table through iPad. Manages the Customer queries during registration process and assures the Customer that his/her details are secured. Checks the availability of the RO for car sales enquiry and evaluator for car buying enquiry and assigns accordingly. CCM to guide the Customer towards the waiting table in case RO is occupied with some other Customer. Escorts the Customer to visit the showroom and completes the registration process in case the Customer is directly going to the display yard. Ensures the adherence of the car delivery process such as decoration of car, availability of chocolate box at least an hour before the expected car delivery time. Ensures timely Post Sales Feedback and RC status update to the Customer. Supervises the ground level team like: Customer Care Executive, Security Guard, Office Boy, Driver/Cleaner etc. Pantry management by ensuring adequate stock and cleanliness. Ensures upkeep of the showroom and all the electronic devices are charged all the time. Ensures fuel availability, applicable Warranty booklet, Customer docket, insurance, Specification sheet (QR Code) on the car along with both the car keys. Ensures updation of the log book before the Test Drive. Handholds and trains the CCE to manage the tasks in her absence. Manages the inbound calls at the showroom. CUSTOMER CARE MANAGER 116

Customer Care Executive (CCE) Customer Care Executive (CCE) is an extended arm of the CCM and assists the CCM in performing his/her roles and responsibilities smoothly. Eligibility: Qualification: Graduate Age: 20+ years Experience: Fresher or having 0-2 years of experience. Experience in handling front desk of either an automobile showroom or any other company with knowledge of upkeep of the premises. 117 SYSTEM & PROCESS GUIDE

Competencies Required Soft spoken with smart and pleasing personality. Confident, self reliant and able to determine the showroom needs. Good communication skills in local and English language. Basic knowledge of computer operations and digital applications. Responsibilities Receives the inbound calls at the showroom and captures the Customer details. Assists CCM to make calls to the Customers for post sales feedback as per the specified intervals. Assists CCM during registration process at high table and vehicle delivery preparation. In the absence of CCM, assumes her roles and responsibilities and follows the defined process. Greeting and guiding the Customer at the showroom in case CCM is busy with another Customer during the high footfall. Upkeep of the showroom along with CCM. Ensures all the electronic devices are charged and operational at the showroom. Assists CCM in pantry management and cleanliness. Calls and verifies the enquiries captured through digital platforms/hyperlocal. CUSTOMER CARE EXECUTIVE 118

Accessories Executive (Acc.E) Accessories Executive helps the Customer to personalize his car by buying Maruti Suzuki Genuine Accessories (MSGA) or any Nexa Genuine Accessories (NGA). He ensures to maintain sufficient stock level at all times so that the Customer can get varied options. He also ensures that all the accessories finalised by the Customer are properly fitted and car is delivered as per the promised date and time. Eligibility: Qualification: Graduate Age: 20+ years Experience: Fresher or having 1-5 years of experience Experience in product sales from FMCG, Durables or any related industry. 119 SYSTEM & PROCESS GUIDE

Competencies Required Well versed with product knowledge of MSGA/NGA range, Prices and MSGA/NGA order placement cycle. Good listening and understanding skills. Tech-savvy with basic computer operating skills with knowledge of digital applications. Up-selling skills. Responsibilities Accessories display as per the defined MSIL norms. Maintains minimum stock level at all the time and must have price list of the items. Promotes MSGA/NGA at the time of booking of the Pre-owned car. Guides the Customer in selecting the accessories and explains them about the benefits to buy MSGA/NGA accessories. Explains the Customer about the True Value kit as well as applicable MSGA/NGA Car Care kit. Informs the Customer about the time required for fitment of his selected accessories. Coordinates with RO about the accessories finalised by the Customer and bill processing. Informs the RO and CCM for any kind of delay in fitting/availability of the accessories in the car. Maintains accessories stock as per the defined guidelines. Ensures pre-delivery check whether all the selected accessory items are fitted in the car or not. Ensures updation in the DMS regarding the accessories sold to the customer. ACCESSORIES EXECUTIVE 120

Accounts Executive (AE) Accounts Executive updates and provides payment receipts to the Customers and keeps the ledger updated for further records and audits. He ensures that all the financial transactions are done with the Customer with complete transparency and documentation. Eligibility: Qualification: Commerce Graduate (BBA / B.Com) or equivalent degree for proficiency in accounting. Age: 22+ years Experience: Should have working knowledge of accounting software or Financial SAP systems. 121 SYSTEM & PROCESS GUIDE

Competencies Required Must have basic computer operating skills. Knowledge of accounting. Well versed with Management Information System (MIS) reporting. Responsibilities Ensures documentation and paperwork for the payments made by the Customer. Prepares receipts and invoices for the bookings and maintains the ledger account of all the transactions. Ensures receipt of the money from the financers in case of vehicle finance. Keeps a record of all the financial transactions at the Dealership and updates the status to True Value Manager on timely basis. Updates the TVM and SRO for the pending payments from the Customer and financers. Provides the car clearance before the vehicle delivery. Manages the petty cash for the daily expenses of the showroom. Ensures preparing individual Customer file with all the required documents, receipts, invoices and payment details for future reference. Updates the RO or SRO for any query/issues raised by the Customer related to billing, payment and documentation. ACCOUNTS EXECUTIVE 122

Data Operator (EDP Operator) EDP operator updates the Customer records in the DMS and prepares the Dealership reports/MIS on daily, weekly and monthly basis. Eligibility: Qualification: Graduate Age: 22+ years Experience: Fresher or having 2-5 years of experience in MIS reporting. 123 SYSTEM & PROCESS GUIDE

Competencies Required Tech-savvy and must have computer operating skills. Proficient in operating MS Office. Analytical skills and should be able to highlight the trends by understanding the data. Responsibilities Captures and updates Customer details in the DMS starting from enquiry to sales/ purchase of the vehicle. Updates the current stock status to the True Value Manager and ROs. Prepares the MIS reports for the Dealership. Prepares vehicle sale and purchase invoices and updates the record in the DMS. Real-time data updation in the DMS. DATA OPERATOR (EDP OPERATOR) 124

Sourcing Head (SOH) Sourcing Head manages and monitors the Evaluators/Sourcing Managers to maximize the number of old car evaluations. His key job responsibility includes to monitor and ensure that all replacement buyer enquiries, captured by the new car team are evaluated on the digital platform as defined in the guidelines. He must also ensure that the quality cars are being sourced. Eligibility: Qualification: Preferably MBA in Marketing/ Sales Age: 30-35+ years Experience: 10-15 years Experience in managerial role in sales function, preferably in automobile or from consumer durable industry. 125 SYSTEM & PROCESS GUIDE

Competencies Required Understanding of Pre-owned Car Industry/Automobile Industry and competition landscape. Detailed knowledge of vehicle sourcing process. Orientation towards transparent Customer interactions. Must have management, leadership and negotiation skills. Subordinate development and motivational skills. Responsibilities Ensures adherence of MSIL defined vehicle sourcing process at the Dealership. Ensures transparent and delightful Customer experience during his journey at the Dealership. Ensures the direct buying of the Pre-owned cars at the Dealership. Should have detailed understanding of the market demand, Customer preferences and ensures sourcing of the models accordingly. Ensures the practice of giving “First Time Right Price.” Ensures adherence of the TAT - Fixing appointment/Evaluation/Price Confirmation/ Payment transfer to Customer. Monitors evaluations carried out by the Evaluators/Sourcing Managers on daily basis. Responsible to handle Customer complaints and queries related to the evaluation of the car. Sell SOURCING HEAD 126

Evaluator/Sourcing Manager Evaluator/Sourcing Manager is a technically qualified person who evaluates the vehicle condition to quote the price to the Customer or the New car RM for sourcing of the vehicle. Eligibility: Qualification: Diploma ITI/ Polytechnic Age: 18+ years Must Possess a Valid Driving License Experience: 0-2 years of experience 127 SYSTEM & PROCESS GUIDE

Competencies Required Technical knowledge of MSIL and competitors' products. Tech-savvy with computer operating skills and well conversant with the vehicle evaluation App. Able to read technical checkpoints used for evaluation. Detailed understanding of the vehicle evaluation checklist. Good communication skills with fluency in local and English language. Knowledge of Digital Applications. Demonstrate patience and good listening skills. Responsibilities Follows up with the Customer for evaluation. Timely follow up of all sourcing enquiries. Ensures Customer details are captured correctly in the evaluator app. Checks all documents pertaining to the vehicle before sourcing. Ensures that the vehicle evaluation is done as per the evaluator app check-sheet. Offers buying price in consultation with the True Value Manager to the Customer or new car RM. EVALUATOR/SOURCING MANAGER 128

Refurbishment (RF) Coordinator RF Coordinator ensures that the refurbishment of the sourced cars is completed within the specified time and cost. His key responsibility is to minimize the turn around time from ‘buying’ to ‘display’ of cars. Eligibility: Qualification: Diploma ITI/Polytechnic Age: 20+ years Experience: 2-5 years of experience Technical experience in the automobile industry 129 SYSTEM & PROCESS GUIDE

Competencies Required Technical knowledge of cars and vehicle service. Proficient in operating digital applications and gadgets. Should be able to assess the quantum of repair required to sell a car in good condition. Responsibilities Examines the sourced cars and prepares a refurbishment plan. Sends the sourced cars to the workshop for refurbishment work on the same day. Coordinates with the workshop team for the timely completion of the refurbishment work. Ensures minimum RF cost variance in guidance with the True Value Manager. Ensures the car certification is done as per the defined guidelines. Ensures car certification is submitted through mobile App and coordinates with MSIL team for certification approval. Ensures pre-delivery inspection (PDI) of the refurbished/certified car before it goes to the display yard. REFURBISHMENT COORDINATOR 130

RC Coordinator Documents transfer (RC) of a vehicle is a very important process. The RC Coordinator is in-charge of the transfer process i.e, transfer of the RC from a car seller’s name to a buyer’s name as per the defined timelines. Eligibility: Qualification: Graduate Age: 22+ years Experience: 2-5 years of experience 131 SYSTEM & PROCESS GUIDE

Competencies Required Sound knowledge of RTO systems and processes. Good communication, liasoning and networking skills. Possesses basic computer operating skills. Responsibilities Receives the vehicle file for RC transfer from the accounts department on a daily basis. Manages all documentation and paperwork related to RC transfer for submission to the RTO Ensures that all the Customer details are carefully filled to avoid errors in the RC transfer. Coordinates with RTO and updates TVM on the status of all the RC transfer requests. Maintains a register of all the RC Transfer requests along with the timelines. Ensures that transfer of ownership is done within 120 days and keeps the RO and CCM updated on the status. Coordinates with the Relationship Officer to call both buyer and seller when asked by the RTO officer on a stipulated date and time. Coordinates with RO to ensure the POC buyers receive the RC and sellers get a copy of the transferred RC. Updates RC status in the DMS with the help of EDP. RC COORDINATOR 132

Office Boy Office boy is the one who ensures the upkeep of the showroom and serves tea/coffee/water to the Customers. Eligibility: Qualification: Higher Secondary Age: 18+ years 133 SYSTEM & PROCESS GUIDE

Competencies Required Basic etiquettes of reception. Knows the basic housekeeping rules. Well groomed, smart and presentable. Possesses basic level of literacy. Responsibilities Greets and serves water/tea/coffee to Customers in the showroom. Ensures that all the showroom tables, pantry, serving glasses, tray and tea/coffee vending machine are always kept clean. Updates and informs the CCM regarding the shortage of stock in pantry/showroom cleaning material. Displays warmth and hospitality to the Customer. In case the Customer is present for a longer time, he offers him another round of refreshment. OFFICE BOY 134

Driver Driver is incharge of all the car movements inside the Dealership. He parks the car as per the display guidelines and is assigned the responsibility to bring the cars for demo and delivery. Eligibility: Qualification: Senior Secondary or Higher Secondary Age: 22+ years Must have a Valid Driving License 135 SYSTEM & PROCESS GUIDE

Competencies Required An experienced and a proficient driver who knows cars inside out. Has basic knowledge of car care and maintenance. Is familiar and well versed with all the car features. Responsibilities Ensures safe movement of the cars within the display yard, between outlets, outlet to workshop, or to the event locations and back. Ensures that all the cars are kept clean in the display yard. Prepares the car before the Test Drive. Informs the CCM/CCE when the car is ready for Delivery/Test Drive. Checks and maintains the fuel levels and battery in working condition every morning. Prepares the car for the pre-booked Test Drive appointment. Ensures that vehicle papers are available in the vehicle before every Test Drive. DRIVER 136

Cleaner Cleaner regularly cleans the cars displayed in the display yard and ensures that cars are ready for Test Drive and Delivery. Eligibility: Qualification: Senior Secondary or Higher Secondary Age: 18+ years 137 SYSTEM & PROCESS GUIDE

Competencies Required Proper knowledge of cleaning and car maintenance. Diligent, Hardworking and Punctual. Responsibilities Cleans the cars from inside and outside, washes the floor mats before the delivery of the car. Ensures cleaning the cars parked in the display yard and multipurpose bay. Ensures cars are cleaned more than once, in case of bad weather condition. CLEANER 138

Security Guard Security guard welcomes each Customer at the showroom and guides them until they meet the CCM. He maintains a record of the entry and exit of the vehicles. He also ensures safety and security of the premises along with the vehicles parked inside. Eligibility: Qualification: Trained guard or an ex-army personnel. Age: 30-35 years 139 SYSTEM & PROCESS GUIDE

Competencies Required Well-groomed and dressed in a neat and clean uniform. Professional code of conduct and be polite and courteous to all visitors at the showroom. Proficient in local language. Be vigilant at all times. Responsibilities Welcomes and greets the Customer at the showroom. Guides the Customer towards the two-wheeler parking and helmet stand area. Guides the Customer to park the four wheeler in a safe place outside the showroom, in case the Customer comes in a four wheeler. Maintains the record for every entry and exit of the Customer vehicle. Guides the Customer towards the showroom entrance. Informs the CCM in case Customer directly goes to the display area. Ensures safety and security of the vehicle and assets in the outlet. SECURITY GUARD 140

Recruitment Advertisement A job advertisement is the first thing that helps in attracting talent for the required roles during recruitment process. Therefore, it is important to structure the recruitment advertisement in the right manner. Structuring the Job Advert: The recruitment ad should always follow a basic format. A strong job advertisement should have a clear layout with the most relevant information. Here is the basic checklist to follow when you write a job advertisement: Job title Salary Location Introduction to your business Roles and responsibilities Key requirements (qualifications and skills) Sample Layout 141 SYSTEM & PROCESS GUIDE

Stationery Stationery elements such as Business Cards, Envelopes, Letterheads, Customer docket, Note pads are important for day to day correspondence with our Customers and prospects. The True Value business stationery has been designed as per the defined brand guidelines. Coor- dinated office stationery helps in developing a uniformed communication pattern with the Customers. Here are a few samples of the stationery items that will be used at the True Value showroom. Business Card Mr. Name Surname M. +91 98xxxxxxxx Designation T. +91 11xxxxxxxx Dealer Name E. [email protected] www.marutisuzukitruevalue.com Address Line 1 Address Line 2 City/State Pin Code Envelope Dealer Name M. +91 98xxxxxxxx Address Line 1 T. +91 11xxxxxxxx Address Line 2 E. [email protected] City/State Pin Code www.marutisuzukitruevalue.com STATIONERY 142

Letterhead To, Date: ... / .../ .. ABCD XYZ, #1234 PQR, LMNO ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... ..................................................................................................................................... Regards, Team True Value Dealer Name M. +91 98xxxxxxxx Address Line 1 T. +91 11xxxxxxxx Address Line 2 E. [email protected] City/State Pin Code www.marutisuzukitruevalue.com 143 SYSTEM & PROCESS GUIDE

Uniform Guide The True Value Uniform is designed to present a professional look and reflects the core values of our brand. The uniform is designed to distinguish various role-wise functions, to maintain a consistent image across all the True Value showrooms. So, when the Customer visits True Value, he feels a sense of professionalism, simplicity, transparency, warmth and reliabiltiy. UNIFORM GUIDE 144

Uniform Category and Manpower Role Below table clearly defines the rolewise uniform categories and accesories that are to be worn by the designated True Value Staff. Uniform Category ____ TVM / GM Showroom Staff Back (Suit) (Trouser and Shirt) Office Staff Manpower Role | (Trousers and T-Shirt) TVM / GM Sr. Relationship Officer Relationship Officer - CCM/CCE - EDP Operator - Accounts Executive - Accessories Executive - RC Coordinator - Sourcing Head - RF Coordinator Evaluator/Sourcing Manager Driver / Cleaner Back Office / Pantry Staff Manpower Classification and Accessory Component Classification TVM / GM, Sr. Acc. Executive / Customer Customer Care Manager Office Boy / Back Office / Relationship Care Manager / (Female) Cleaner / Driver / Accessories Component Officer / RO, RF Coordinator Formal Shoes Sourcing Head Telemarketing Executive/ Formal Flat Bellies EDP / RC Coordinator/ Belt Evaluator Socks 145 SYSTEM & PROCESS GUIDE

Rolewise Uniform Guide The uniform for the True Value Manager is designed to make a professional statement at work. The grey notched lapel jacket paired with matching trousers and the fil-à-fil blue shirt looks versatile yet formal without any intimidation. The colour combination is well-thought of so as to establish seniority that stands out well in the showroom. True Value Manager/General Manager Winter Summer UNIFORM GUIDE 146