Final SOP Manual

Sr. Relationship Officer / RO / Acc. Executive / Customer Care Manager / Telemarketing Executive / EDP / RC Coordinator / Sourcing Head / RF Coordinator The brand’s core philosophy of professionalism and warmth has been deeply-rooted in the staff’s uniform design that is kept fairly simple. The light blue fil-à-fil shirt is paired with grey trousers for a sophisticated look. The uniform has a semi-formal yet professional style that makes a Customer feel comfortable that imparts a feeling of trust and reliability towards the brand. Winter Summer 147 SYSTEM & PROCESS GUIDE

Customer Care Manager / Executive A Customer Care Manager is the first point of contact for the Customers when they enter the showroom. Creating a memorable in-store experience for every True Value Customer is the most important aspect of our business. And this experience begins with a welcoming well-dressed showroom staff. Therefore, a light blue fil-à-fil shirt with bishop sleeves and a round bottom is paired with grey straight leg trousers for a professional and comfortable look. This semi-formal look is simple, smart and also imparts a feeling of warmth to the Customer. Winter Summer UNIFORM GUIDE 148

Office Boy / Back Office / Cleaner / Driver / Sourcing Manager (Evaluator) It is important to drive every aspect of Customer journey in a warm and thorough manner. The uniform for auxiliary roles is designed to be simple yet elegant. A light blue T-shirt with a touch of red showcases care and reflects professionalism. Winter Summer 149 SYSTEM & PROCESS GUIDE

Display Guidelines Display Area For our business a well planned car display yard is of paramount importance to impress the Customer and fortify their purchase decision. Our primary focus is to display certified True Value Cars in the most effective manner. Therefore properly planned marked bays are created at the Dealership. Cars at the display area are to be placed as defined below: a) All Certified Cars are to be displayed in front. b) All similar brand models to be placed together. (Example: All Alto models together) c) All NTV cars to be displayed at the rear. d) Ensure the certified and inspected plates are affixed properly. Display of MSGA/GNA Maruti Suzuki Genuine Accessories / Nexa Genuine Accessories (MSGA/GNA) are to be displayed in a manner that makes it easy for the Customer to identify and choose the desired accessories. Each accessory must be displayed with adequate spacing between each other. The name tags and price tags must be displayed beside every accessory unit on the display. DISPLAY GUIDELINES 150

Technology 151 SYSTEM & PROCESS GUIDE

Understanding Lead Management System (LMS) Lead Management System also commonly referred to as LMS, is a state-of-the-art lead flow and management mechanism. It is integrated with all the Digital assets that are deployed at the showroom to generate enquiries and thereafter, manage them at various stages. LMS has below three Sections - 1) Customer Desktop: This is a digital platform for capturing Customer details and his/her purpose of visit. 2) Hostess Desktop: This is a CCM Login platform which is used to assign enquiries to respective RO/Evaluator as per the purpose of Customer’s visit. 3) Advisor Desktop: This is a Platform for Relationship Officer where Digital Need Analysis is carried out to suggest the best cars to the Customer as required by him. Customer Desktop CCM Logs in to the Customer Desktop using the MSPIN. CUSTOMER DESKTOP 152

An OTP is sent to the registered number of the CCM to activate the Customer desktop. 153 Walk-in Customers to enter their Mobile Number. SYSTEM & PROCESS GUIDE

After submitting the Mobile number, Customer is prompted to enter his personal details. Customers are given various options to select their purpose of visit. 154 CUSTOMER DESKTOP

A Thank you pop-up is displayed upon successful submission. Hostess Desktop 155 CCM logs in to the Hostess Desktop using the MSPIN. SYSTEM & PROCESS GUIDE

An OTP is sent to the registered number of the CCM to activate the Hostess desktop. After successful login - The CCM lands on the dashboard from where all the information can be accessed with respect to any buy or sell enquiry. HOSTESS DESKTOP 156

From the dashboard, the CCM can assign an RO against a sell enquiry. CCM can choose from the list of available ROs to be assigned against the sell enquiry. 157 SYSTEM & PROCESS GUIDE

In case, the Customer is a repeat visitor - CCM can inform the RO from the dashboard. If the Customer is at the showroom to sell his car - CCM can inform the Evaluator from the dashboard. HOSTESS DESKTOP 158

From the dashboard, CCM can check the appointments scheduled for any particular dates along with details of the assigned RO/Evaluator. 159 From the dashboard, CCM can also check the details of unassigned enquiries and can assign an RO/Evaluator as per the eqnuiry type. SYSTEM & PROCESS GUIDE

The CCM can check and plan the daily roaster with respect to available ROs and Evaluators in the showroom. In the reports section, CCM can check and view all the reports on a daily basis with respect to total Enquiries generated, Test Drives given, Bookings etc. of any particular date. HOSTESS DESKTOP 160

Upon request, CCM can check the details of any particular enquiry along with history and action taken. Your overall experience at the True Value showroom 161 After the “Sell and Buy” enquiries are attended, the CCM takes the feedback of the Customer in the CCM App. SYSTEM & PROCESS GUIDE

Advisor Desktop Advisor logs in to the Customer Desktop using the MSPIN An OTP is sent to the registered number of the Advisor to activate the Customer desktop. ADVISOR DESKTOP 162

After the Login, the Advisor lands on the dashboard where he can track all the assigned enquiries, follow-ups, home visits for evaluations and can initiate the new Customer need analysis. 163 Upcon clicking the total follow-ups tab - the Advisor can see the list of all the enquiries and can add follow-ups. SYSTEM & PROCESS GUIDE

Advisor adds the follow-up and can also check the history of actions taken previously. Upon clicking the start tab against each enquiry, Advisor can initiate the digital need analysis of the Customer. ADVISOR DESKTOP 164

Advisor uses the need analysis screen to suggest the car as required by the Customer. Based on the Customer inputs, he is shown the available cars on the screen. 165 SYSTEM & PROCESS GUIDE

Advisor clicks on the car image to reveal more information about the car. Shortlisted cars are added for the Test Drive. 166 ADVISOR DESKTOP

After the Test Drive, confirmation enquiry is generated in the DMS. After the Test Drive is successful, Advisor can send the quotation to the Customer. 167 SYSTEM & PROCESS GUIDE

Advisor updates the Customer feedback after the Test Drive along with Customer’s decision before saving the outcome and exits to dashbaord. ADVISOR DESKTOP 168

True Value Website At the True Value website, the Customer can choose to Buy or Sell his car by filling the relevant details. Based on the inputs, Customer lands on the listing page with available cars at the Dealership 169 SYSTEM & PROCESS GUIDE

Customers can further check more pictures of the car and other details. From here, they can also contact the Dealer and book a pre Test Drive before visiting the showroom. Sell Enquiry Page If the Customer wants to sell his car he can enter the details of his car and can leave a query for a home/showroom evaluation. TRUE VALUE WEBSITE 170

Customer App This is the Home page. This is the side menu, The listing page displays Users looking for users can choose from all the cars as per the the various options to go search criteria. Pre-owned cars can to the relevant section directly search car as per they wish to browse. Model or Budget. Upon clicking any car image from the car listing - more details of the car is displayed and user can choose to pre book a Test Drive before coming to the showroom. 171 SYSTEM & PROCESS GUIDE

Evaluator App Section 1. Login and Dashboard Evaluator Logs in using the MSPIN. An OTP is sent to the registered number of the Evaluator. 172 EVALUATOR APP

After the OTP is submitted successfully, dashboard is launched. My account section displays the details of the Evaluator who is logged into the system and the evaluations carried out by him. 173 SYSTEM & PROCESS GUIDE

From the my account section, an Evaluator can check the details of all the submitted enquiries. The Evaluator can check the vehicle evaluation report by clicking 174 on the red icon next to submitted enquiries. EVALUATOR APP

Section 2. Start Evaluations To carry out an evaluation, click the “Start Evaluation” Tab. 175 Click the tab with “New” button to start a fresh evaluation. SYSTEM & PROCESS GUIDE

In case of replacement buyer, Evaluator clicks the centre button in the top red panel and enters the required vehicle details in the pop-up menu for evaluation. In case of old car seller, Evaluator clicks the old car seller radio button and enters the desired details in the pop-up menu for evaluation. EVALUATOR APP 176

In case of MSIL vehicle – after entering the registration no. data is auto fetched from the DMS. Evaluatot manually adds the details in blank fields as a mandatory requirement and clicks next for further action. In case of Non-MSIL vehicle, Evaluator manually fills all the details in the blank fields as a mandatory requirement and clicks next for further action. 177 SYSTEM & PROCESS GUIDE

Once the basic car details have been captured in the evaluator app, car evaluation screen appears. From here the Evaluator carries out the evaluation based on the various tabs in order to capture complete car details. Exterior Front – Here the Evaluator captures all the details as per the indicated slots in the evaluator app. In case there is an refurbishment cost – Evaluator clicks the green tick to capture the RF cost in the pop-up along with photographs of all the sections. EVALUATOR APP 178

Evaluator to evaluate and click photographs of all the sections. 179 Evaluator to evaluate and click photographs of all the sections. SYSTEM & PROCESS GUIDE

Evaluator to evaluate and click photographs of all the sections. Evaluator to evaluate and click photographs of all the sections. 180 EVALUATOR APP

After the exteriors have been evaluated – Evaluator evaluates the various functions such as: Engine/Suspension/Transmission/Electrical/Brakes etc. along with the frame of the vehicle and also clicks photographs at each stage. Once the exteriors have been evaluated – Evaluator evaluates the frame condition and clicks photographs. 181 SYSTEM & PROCESS GUIDE

Basic refurbishment details are captured in the refurbishment cost section. Evaluator enters his comments with respect to the car he has evaluated. EVALUATOR APP 182

After Evaluator adds his rating and the expected price of the Customer, the pricing engine calculates and predicts a price range. After which the Evaluator submits the final evalua- tion in the App. 183 After the evaluation is completed and submitted, a pop-up with the Buying ID appears for the future reference. SYSTEM & PROCESS GUIDE

Section 3. Follow-Up Enquiry follow-up and deal update can be done by clicking the follow-up button from the dashboard. In the follow-up and deal update section, follow-up can be set against the enquiry for which evaluation has not been carried out. In the deal update section, the Evaluator updates the status against evaluated cases that have not been converted. EVALUATOR APP 184

After tapping on the assigned enquiries, the Evaluator can either update the evaluation status or can submit the follow-up against the enquiry. This is done by clicking the individual follow-up/evaluation icon. Upon clicking the follow-up button – the section with all the details against the enquiry will appear. Here one can check the history of the previous actions taken vs planned and the current planned action. 185 SYSTEM & PROCESS GUIDE

Adding enquiry follow-up. In this section, one can add the enquiry status as warm/hot/cold along with adding the status of the action and enquiry. The Evaluator can also add the details of the next actions planned. Section 4. Deal Update Status of each deal can be updated as either success/deferred or failed. EVALUATOR APP 186

Upon clicking on the deals from current week, all the listed enquiries against the MSPIN for which evaluation has been done but the cars have not been bought/exchanged appears. In order to update the status against the evaluated enquiry – Evaluator has to choose and submit the relevant status from the drop down menu along with the applicable reason. 187 SYSTEM & PROCESS GUIDE

Section 5. Workshop Evaluations All the cars that are at the Maruti Suzuki workshop can be evaluated for their valuation if the Customer shows interest to sell or know the value of his/her car. The technician checks the job card of the car that is required to be evaluated. EVALUATOR APP 188

Enter the registration no. of the vehicle to fetch the details of the car from the DMS. Manually add the details in blank fields as per mandatory option and click next. Carry out evaluation on each parameter as defined in the evaluation app. 189 SYSTEM & PROCESS GUIDE

Evaluator inputs the refurbishment cost as re.quired Evaluator adds rating of the vehicle along with expected Customer price and uploads relevant photographs of all the documents. EVALUATOR APP 190

Designations and Abbreviations 191 SYSTEM & PROCESS GUIDE

True Value Designations General Manager GM Responsible for overall business operations and profitability of the True Value Dealership/Outlet. True Value Manager TVM Responsible for buying and selling of POC vehicles at the Senior Relationship SRO Dealership along with ensuring dealership profitability. Officer RO Decides the RF Cost/Pricing/Vintage control. Relationship Officer CCM Customer Care Handles a team of ROs and helps in closing the deal. Manager Addresses Customer escalations/queries when required. Responsible for Customer dealing and acts as the single point of contact for all the Customer needs and queries. Assists all walk-in Customers with registration and ensures proper upkeep of the showroom. Customer Care CCE Supports Customer care manager in her duties and Executive ensures proper upkeep of the showroom. Sourcing Head SOH Manages a team of Evaluators/Sourcing Managers Evaluator / Sourcing and ensures quality Pre-owned cars are sourced Manager through exchange and direct buying. Refurbishment Coordinator Carries out technical evaluation of the vehicles RC Coordinator — using the digital evauation app to buy quality Accounts Executive Pre-owned cars for the Dealership. RF Acts as a link between True Value Dealership/Outlet Coordinator and the Workshop. He is required to ensure readiness of the vehicle with minimal RF cost. RC Coordinator is incharge of the vehicle ownership — transfer process i.e to transfer RC documents from old car seller’s name to the buyer’s name. Responsible for invoicing of the vehicle and he AE updates and provides payment receipts to the Customers along with maintaining Dealership ledger. Accessories Executive ACC. E Assists all the Customer about MSGA/GNA accessories as per their needs. Data Operator EDP Updates the Customer records in DMS and regularly prepares the Dealership reports/MIS. DESIGNATIONS & ABBREVIATIONS 192

True Value Designations Office Boy Ensures a warm and hospitable experience to Driver Cleaner — Customers by providing them tea/coffee/water and Security Guard keeps the showroom clean. Responsible for movement of the cars in and out of — the showroom for Test Drive and Demonstration purpose. — Ensures cars are kept clean and prepares them for Test Drive and Delivery. Responsible for welcoming Customers inside the — showroom. He maintains vehicle logs along with safety and security of the showroom and its assets. Abbreviations and Quick References Pre-owned Car POC A vehicle that has been previously owned and is not new is known as a Pre-owned car. True Value Certified TV A Certified True Value car (TV Vehicle), is a Pre-owned vehicle that has been evaluated on 376 checkpoints True Value Inspected NTV and meets the certification parameters. Maruti Suzuki Genuine MSGA/ Accessories/Genuine Vehicles that do not meet the certification criteria Nexa Accessories GNA but are inspected on 376 checkpoints are referred to Registration Certificate RC as True Value Inspected vehicles. Maruti Insurance Broking Private Limited MIBPL Maruti Suzuki Genuine Accessories/Genuine Nexa Accessories helps in personalisation of the car’s features/functions according to Customer’s choice. Registration certificate (RC) is an official document for the vehicle that acts as a proof of registration with the Regional Transport Office (RTO). Maruti Insurance Broking Private Limited (MIBPL) provides Insurance solutions to the Maruti Suzuki Car Owners and Dealers. 193 SYSTEM & PROCESS GUIDE