Final SOP Manual

Within 72 Hrs. PSF – Delivery Experience CCM to call and capture the first post sales feedback from the Customer within 72 hours of sales. Following are the points to remember during feedback: Feedback to be taken only from Customer and not from anyone else in the family or friends. CCM to capture exact verbatim (VOC) of the Customer on the PSF sheet. CCM to take feedback about the entire vehicle buying and delivery process precisely. In case of True Value certified cars, CCM ensures to brief the Customer about the free services that he can avail anywhere at any Dealership in India. He will be treated just like a new car Customer with all such facilities provided during new car service: Pick and drop, emergency support etc. 30 Days PSF – RC Status Subsequent post sales feedback call to be made by the CCM to the Customer on the 30th day of the sales. Points to remember are: CCM to call the Customer to give update on the RC transfer status. CCM to reconfirm whether all the required documents have been received by the Customer or not. Upcoming service reminder must be given to the Customer. 90 Days PSF - RC Receipt CCM calls the Customer to confirm whether the new RC has been received at the Customer end or not (Applicable at places where RC is directly dispatched to the Customer by the RTO). CCM to reiterate to the Customer that the vehicle can be serviced from any Dealership at pan India level. 47 SYSTEM & PROCESS GUIDE

RC Management and Documentation RC management and documentation includes the process of RC transfer from seller’s name to buyer’s name. Completion of the documentation process and submission of the documents to the concerned RTO / authorities as explained in detail. This section will explain the necessary checkpoints, process steps and documents required to transfer the RC, details are as given below: Checkpoints: RO must ensure to include extra time in the RC undertaking format (up to 120 days). There may be chances of delay at the RTO and in that case Customer needs to be updated. RO must ensure that NOC from the hypothecated Bank / Financial institution is available. Process Steps: At the time of vehicle booking, RO informs the Customer about the document required for RC transfer and registration of vehicle. RC transfer process with expected days of transfer needs to be clearly explained to the Customer at the time of vehicle booking to eliminate the post-delivery complaints and escalations. RO educates the Customer about the RC undertaking format and handover a signed copy of the same to the Customer. RO coordinates with RC Coordinator to get the RC transfer update. (RC Coordinator to contact RTO for the speedy process of the RC transfer and keep the current status updated in RC tracking register). In every 15 days RO updates the RC status to the buyer and seller and sends a written communication with reasons in case of any expected process delay. RO gets the confirmation from the Customer in case RC is directly delivered or expected to be delivered to him and updates the same in the DMS records. POST SALES STAGE 48

Documents required for RC Transfer/Registration 2 Copies of Form 29 and 30 duly signed by the seller Original Registration Certification Notice of Ownership Transfer Request letter for the Clearance Certificate Copy of Pollution Under Control (PUC) Certificate Form 35 (In case of Bank Loan/Hypothecation) Clearance Certificate (CC) from Seller (Required In case the transfer is within the state) Form 28 (NOC) if the transfer is outside the state Copy of the Valid Vehicle Insurance Copy of the Buyer’s PAN Card 1 passport size photograph of the buyer Self-addressed envelope affixed with stamps worth Rs. 30 Address Proof of the new buyer 49 SYSTEM & PROCESS GUIDE

Pre-owned Car Direct Buying Process Sourcing of the old cars directly from the Customers to meet the Dealership sales demand is called as Pre-owned car direct buying. This includes Buying stage and Post buying stage processes which are explained in this section. PRE-OWNED CAR DIRECT BUYING PROCESS 50

Customer Journey - Direct Buying Process The Customer journey starts once he decides to sell his existing vehicle to True Value. The detailed Customer journey process is as shown: Customer arrives at the showroom Registration at High Table CCM Greets and checks the purpose of Visit Refer Selling Buy a Car Buy Car Sell a Car or Sell Yes Pre Pre Filled Filled Online Assign Evaluator Direct Walk-in Evaluation at CCM to take details and Multipurposebay create a sell enquiry Evaluator explains the Customer the evaluation process and time required Initiates the Evaluation Process using Evaluator App Take a road Test A “A” at the end of the flowchart is used as a connector that joins the process in the flowchart on the next page. 51 SYSTEM & PROCESS GUIDE

A Carryout Document Document Check Capture refurbishment Verification details and Cost Evaluator uploads the captured data in the evaluator app TVM reviews the uploaded content in the TRV Portal and discusses with evaluator and arrives at a final buying price Price communicated to the Customer Deal Closure Buying docket - Purchase Agreement and Indemnity Bond, Form 29/30, to be signed. Vehicle Possession Payment to Customer via Cheque/NEFT “A” in the beginning of the flowchart is used as a connector that joins the process in the flowchart from the previous page. PRE-OWNED CAR DIRECT BUYING PROCESS 52

Detailed process to be followed at each step is mentioned below: 1. Registration at High Table: A Customer who wishes to sell or exchange his old car enters the True Value showroom. At the entrance of the showroom, his details are being captured with the help of CCM. Registration process helps the CCM to assign an evaluator to the particular enquiry. 3. Evaluation at Home/Office: A 2. Evaluation at Multipurpose bay: With home/office evaluation is carried out on the help of CCM the car is being parked Customers request. After receiving the at the multipurpose bay for the exchange enquiry either through evaluation. Evaluator evaluates the car Customer walk-in, telephonic or web, an based on 376 checkpoints as defined in evaluator is assigned to the particular the Evaluator App. Evaluator needs to fill enquiry. Evaluator contacts the all the details and upload the required Customer for visiting his/her home or photographs before submitting the office for the evaluation. Evaluator evaluation report. follows 376 checkpoints using the 4. Road Test: Road Test is being done by digital Evaluator App and quotes the car the evaluator at the time of price to the Customer after consulting buying/evaluation of the old car. the TVM. Evaluator drives the car and based on the driving comfort, condition of the car, year of manufacturing and number of owners, the car price is decided and shared with the Customer. 53 SYSTEM & PROCESS GUIDE

5. Due diligence of the car - Documentation / HP / RC / Insurance: Document verification is an important aspect during the purchase of Pre-owned vehicle. It comprises of verification of the records and documents. This process includes the following verification. Checkpoints during evaluation: RC Check Insurance Check Challan pending, if any Customer details verification on the “Vahan” portal No blacklisting of the car Documents check: Original RC Original Insurance Policy 2 Photographs of the Customer Customer Pan Card Aadhar Card NOC from Banker, in case of finance Both car keys New car invoice, in case of first buyer Owners Manual 6. Customer Quote: Based on the evaluation through 376 checkpoints and verification of documents, final price of the car is decided and shared with the Customer by True Value Manager or Evaluator. PRE-OWNED CAR DIRECT BUYING PROCESS 54

Detailed Doorstep Evaluation Process Home/Office Evaluation Check if Evaluator to Call Customer 1½hr Request Customer there is any before the visit visnt to keep the car change of documents handy plan If Yes reschedule the meeting Evaluation as per scheduled Evaluator reaches on time at the pre-defined location Greet and Update the Customer on the time required for evaluation Seek car keys and validate all the documents Start evaluation process using the evaluator Tab Test drive the car to assess the condition Submit the evaluation report in the tab. A competitive price range is displayed based upon the calculations done by pricing engine Evaluator to get the quote validated from the TVM and share with the Customer within 30 mins 55 SYSTEM & PROCESS GUIDE

Purchase Agreement Upon Customer’s agreement on the final quote of the car, purchase agreement is signed, which comprises of transfer documents and some check sheets. Documents/check sheets which are required to be signed by the Customer are explained during this stage. Payment Process Payment process starts once the Customer accepts the quote and signs the Purchase agreement. Moreover, the original documents of the car should also be received at the Dealership before the payment process. This will follow the below given steps: Account executive verifies the Customer details given in the purchase agreement, before initiating the payment process. Issuance of the cheque to the Customer (As per the name mentioned on the RC). PRE-OWNED CAR DIRECT BUYING PROCESS 56

Process Flow Vehicle taken from the Customer (possession) at the showroom Intimates Finance team on the Possession of the vehicle and final Purchase Price Evaluator shares the Customer details with the finance team for NEFT/IMPS/RTGS/Bank Cheque Payment to Customer (RC Name) Keep a Copy and Inform Through Cheque Through Share Transaction the Customer on payment Cheque Payment/ Online Reference ID/UTR No. with mode realisation time NEFT/ the Customer RTGS 57 SYSTEM & PROCESS GUIDE

Document Checklist for Purchase This section includes the forms/check sheets signed by the Customer: Document Checklist i. Proof of Identity ii. Original RC iii. Service booklet iv. Valid Insurance Papers v. 2 Keys vi. Cancelled Cheque or Bank details of the Customer vii. NOC from the Bank in case of Hypothecation viii. Relationship Proof for other than self case. (in case of exchange) ix. Purchase agreement along with Form 28/29/30/35 and Indemnity Form. Possesion of Vehicle Once the purchase agreement is signed by the Customer, the car will be refurbished, certified and displayed at the True Value outlet, Website and App as per applicable norms. PRE-OWNED CAR DIRECT BUYING PROCESS 58

Post Direct Buying Stage After the Vehicle has been bought, it is sent to MSIL authorised workshop for refurbishment. The vehicle then undergoes the required work in order to qualify for certification before it is made ready for sale. Post buying stage majorly includes three things: - Refurbishment - Certification - RC Management 59 SYSTEM & PROCESS GUIDE

Refurbishment Process Refurbishment process improves the health condition of the car and makes it ready for further selling it to the Customers. It is applicable for only MSIL make models. Refurbishment process starts on the day car is sourced by the Dealership. Old car goes to the workshop and gets refurbished, depending upon the condition of the car or as prescribed by the RF Coordinator. Basic health checkup is a must during the entire refurbishment process. It should not take more than 5-10 days in order to ensure timely display at the outlet. Point to remember: Refurbishment cost variance should be as minimum as possible. Certification Before the car is sold to the Customer, it is certified using the certification App. All cars are categorised into two types i.e i. Certified Cars (TV Vehicle) ii. Inspected Cars (NTV Vehicle) based upon the certain parameters. The certification / inspection criteria is explained below: Certified Car (TV Vehicle): A Certified True Value car (TV Vehicle), is a Pre-owned vehicle that has been evaluated on 376 checkpoints and meets the certification parameters. Such vehicles are then refurbished with genuine parts by trained technicians at the authorised Maruti Suzuki workshops. Inspected Car (NTV Vehicle): An Inspected Car (NTV Vehicle) – All MSIL vehicles that do not meet the certification criteria but are inspected on 376 check points are referred to as Inspected vehicles. All Non-MSIL vehicles are also qualified as Inspected vehicles and are sold as “as is where is basis”. POST DIRECT BUYING STAGE 60

Criteria Certified (TV) Inspected (NTV) 1. Only MSIL Vehicles 1. All Non-MSIL Vehicles 2. Aged less than 7 years 3. Not more than 2 owners 2. MSIL Vehicles that do not meet the TV parameters (including current) 4. No structural damage 5. Non commercial usage 6. Driven less than 1 lakh Kms 7. No external fitment (CNG/LPG) Note: If the TV vehicle meets the above criteria only then the Refurbishment Coordinator gets the vehicle refurbished. These vehicles once ready for display are submitted to MSIL for Certification process. 61 SYSTEM & PROCESS GUIDE

Process Flow Non MSIL Cars (NTV) Purchased Vehicles MSIL Cars Cars are received from the Customer (TV/NTV) at TVO/New Car Outlet Evaluate Condition MSIL High RF Cost /External of the Car NTV Cars Fitment /Older than 7 years Non-MSIL Good Quality/High NTV Cars Potential Margin Post RF Refurbishment Stage Job card is raised for the RF, basis the remarks from the evaluator “Sell as is where is Refurbishment at authorised Maruti Suzuki “Sell as is where is ” basis as per Workshop with genuine parts followed by ” basis True Value Servicing, Repairs and Paint Job Inspected Criteria Certification and Warranty Certification is done by the TSM after which the Car gets listed automatically on the True Value Website TV Cars Listing Stage Makeover Stage Washing, Cleaning, Polishing is done to make the car look fresh. Car is received at the TVO. Based on the refurbishment, selling price is fixed. Cars are displayed at outlet and are also listed on the True Value website/App and the LMS. Sell POST DIRECT BUYING STAGE 62

RC Management As per the Customer point of view, RC transfer is one of the most critical and important process. Its timely completion decides the level of Customer satisfaction and preferences towards the Maruti Suzuki True Value brand. Timely transfer of the RC is utmost priority, RC transfer should ideally be done within 90 days of car buying by the Customer. RC management must include the necessary timely communication to the buyer and seller to ensure that there are no Customer grievances. Process Flow NOC to be Pre-owned Car is sold to obtained from the Customer Bank, if there is Hypothecation Original Document RC and Hypothecation is checked at the time of sourcing NOC to be obtained from the registered RTO Documents to be submitted in the RTO where the buyer resides RC transfer is done by the RTO 63 SYSTEM & PROCESS GUIDE

Allied Services ALLIED SERVICES 64

Maruti Finance Finance helps in facilitating the car purchase. Hence, it is important to ensure that our Customers are given a transparent, quick and hassle-free experience during the Pre-owned car financing process through multiple finance partners. Maruti Finance is a one stop destination, which provides attractive and customised finance solutions to the Customers through its tie-ups with PSU Banks, Private Banks and NBFCs. 65 SYSTEM & PROCESS GUIDE

Finance Process Steps Evaluate Customer requirement and profile Inform the Customer about available finance options and schemes Collect relevant documents as required by the Financer/Bank Log in the case with Financer/Bank as decided by the Customer Arrange approval from Financer/Bank and disburse payment Delivery Customer Profiling Customer profiling is a very crucial aspect in the Pre-owned car loan process. It helps in reducing the turn around time for loan disbursement and thereby reducing the vehicle delivery time to the Customer. Refer the below table on Customer profiling for loan application after the Customer expresses to apply for a loan. PSU Banks Private Banks NBFC’s Government Employee Employees of private Small Traders, Agriculturists Salary account with the companies/MNC’s who don't have ITR PSU Bank Salary account with the Residence in locations Private Bank/Pre-approved marked negative by Banks Customer insisting on low ROI and no pre loan from Negative Customer profile payment penalty the Private Bank for bank - Real Estate Agents, Contractors, Customer insisting on lower TAT doorstep service Contractual Employees, Low CIBIL Score Customers MARUTI FINANCE 66

Associated Banks for Financing Pre-owned Vehicles Hdfc Bank ICICI Bank Axis Bank IndusInd Bank Au Small Finance Bank Yes Bank State Bank Of India Mahindra Finance Sundaram Finance Cholamandalam Magma Finance Kotak Prime Canara Bank Union Bank Indian Overseas Bank Punjab National Bank Oriental Bank Of Commerce Allahabad Bank Punjab and Sind Bank Bank Of India * Available partners as on date. 67 SYSTEM & PROCESS GUIDE

Maruti Insurance Vehicle Insurance is an important statutory requirement for purchasing a vehicle. Insurance acts as a transference risk whereby a Customer transfers his risk to Insurance Company by paying a small price termed as Premium which is to be paid regularly. Pre-owned vehicles must be delivered to Customers only if the vehicle has an active insurance. In case the insurance of the Pre-owned vehicle which the Customer wishes to purchase is expired, the Customer must be made aware of the same and should be guided and given assistance in renewing the insurance before the delivery. MARUTI INSURANCE 68

Maruti Insurance Maruti Insurance Broking Private Limited (MIBPL), commonly known as Maruti Insurance provides Insurance solutions to the Maruti Suzuki Car owners and Dealers. Maruti Insurance has been working in Insurance space since 2002 and has serviced over 5 Crore Customers till now. Maruti Insurance Broking Private Limited (MIBPL) works with most of the Insurance Companies, to provide its Customers a holistic car purchase experience. Benefits of Maruti Insurance Policy All the True Value Customers who purchase vehicle insurance policy from Maruti Insurance get following benefits: Cashless claim settlement. Seamless services across entire MSIL authorised Dealer network. Fast and fair settlement where the Customer is not forced to bear undue differential cost of parts and repair. Easy claim settlement by ensuring no need for Customer involvement and follow-up, whereby Dealership takes care of settlement. Repair at MSIL authorised workshops to ensure quality repairs and genuine parts. Dealership assisted towing facility. Easy transfer of no claim bonus. Instant Policy issuance and renewal. 24X7 dedicated Customer support. Documents Required: 1. Customer Address/ID proofs and other KYC documents. 2. RC transfer copy for Non-Maruti Insurance cases. 3. Sale letter from Dealer for Maruti Insurance Cases. 4. Letter from the Customer for Insurance Transfer, addressed to the insurance company. 69 SYSTEM & PROCESS GUIDE

Insurance Transfer Process Flow Payment collection of the booked car by the Dealer Document Submission to RTO for Transfer of RC Upon Transfer of RC, Document Submission to Insurance Company for Transer of Ownership in Insurance Endorsement letter issuance to the New Customer from the Insurance Company Endorsement letter handover to New Customer MARUTI INSURANCE 70

Exception Handling (FAQs) Exception handling is the process of responding to the various frequently asked questions (FAQs) of the prospective as well as existing Customers. Every Customer has certain queries and concerns that they may have during the sale or purchase of a Pre-owned vehicle. Customer concerns must be addressed diligently and positively at all times. Examples of Various Customer queries relating to pricing, documentation, finance, booking, cancellations and other product related queries have been listed in this section in order to help the Dealership staff. 71 SYSTEM & PROCESS GUIDE

Frequently Asked Questions (FAQs) on Pricing Queries Question: How are your prices better than other used car sellers/Dealers? Answer: One of the Core Values of True Value Dealership is transparency. Price of the car is calculated digitally in the presence of Customer after evaluating 376 checkpoints through evaluation app by our trained team of Evaluators. Question: What if I don’t buy a vehicle for which I have deposited the booking amount? Can I buy another vehicle with the same booking amount? Answer: The booking is valid for a period of 7 days. If the Customer wants to go for another vehicle, he has to submit the request letter for the change in vehicle. The booking amount shall be transferred to the new booking. Question: Do you offer car financing? How much monthly EMI do I have to pay? Answer: Car finance is available at our True Value Outlets through our finance partners. The EMI varies on the loan amount, tenure and the rate of interest prevailing at the time of buying. The loan approvals are solely at the discretion of the financer. Question: Will there be any finance charges that I have to pay? Answer: Yes, there is a “Loan Processing Fee” that is charged by the financer to process the loan documents. Finance charges vary from financer to financer. Question: What all documents would be required to apply for a Pre-owned car loan? Answer: Documents required for loan processing varies from Financer to Financer. However, the standard set of documents required to apply for a Pre-owned car loan are as follows: Valid Photo Identity like: Aadhar/Driving License/Pan/Passport Address Proof: Rent Agreement/Electricity Bill/Gas Connection/Ration Card Salary Slips/Income proof 3 months Bank Account Statement 4 Photographs Question: Can I get a loan on any True Value Car? Answer: You can get the loan on all True Value Certified cars. However, the final decision is taken by the financer. Also, the approval of the loan and the loan amount varies upon Model / Year of Manufacturing and is solely at the financer’s discretion. Question: What is the maximum amount of loan I can get while financing a Pre-owned car? Answer: It is solely based on the financer decision on the final loan amount that can be availed, which is linked to the Customer profile and the car model. Question: What is the minimum booking amount I have to pay? Answer: The minimum booking amount that has to be paid to confirm the booking is INR 5000. EXCEPTION HANDLING 72

Question: I have a Non- Maruti vehicle, will I still get the same price which I would get for a Maruti vehicle or there would be any deduction? Answer: Every vehicle is thoroughly evaluated based on 376 check points. The car price is calculated using the digital evaluation app to arrive at the most competitive price based upon the car condition, mileage and market demand of a particular model. Question: How much discount can I expect on my chosen car? Answer: All the vehicles at True Value are adequately priced as per the market demand. We offer the most competitive price to our Customers. Question: Do I have to pay a service charge for my first service? Answer: Every certified Pre-owned car at True Value comes with up to 12 months warranty and 3 Free Car Inspection Service. The terms of warranty are as per the category mentioned in the vehicle record of the warranty booklet (Refer page 1-1). Category Term PTV (Premium True Value) 1 Year or 15000 km – Whichever occurs earlier STV (Standard True Value) 6 Months or 7500 km – Whichever occurs earlier Question: Do I need to pay additional charges for accessories fitting? Answer: There is no fitment charge towards accessories, however accessories come at an additional cost and is not included in the car price. Question: In how much time will I get my money after selling my car? Answer: Once the car documents are verified and the car is received at the showroom, the payment process is initiated in the name of the registered car owner within 48 hours of car possession. Question: Do I need to pay any additional charges/commission for my car evaluation while selling it to True Value Outlet? Answer: Evaluation of your car at the True Value outlet does not include any cost. Customers are not required to pay any additional charges or commission. Question: How will I ensure that I am getting the best deal in the market? Answer: At True Value, car price is calculated through digital evaluation based upon the 376 checkpoints. True Value offers the most competitive price as per the condition of the car, mileage and market demand of the model. 73 SYSTEM & PROCESS GUIDE

Frequently Asked Questions (FAQs) on Booking Cancellation Question: Can I cancel my booking after depositing booking amount? Answer: he booking can be cancelled at any point, for all genuine reasons. Question: Will I get the full refund of the booking amount? If not, then how much refund can I expect? Answer: In case you cancel your booking, the booking amount will be refunded after deducting a minimum of Rs. 250/- as processing charges. Question: Can I transfer my earlier booking amount to another car? Answer: Yes, it can be transferred but a request letter from Customer’s end is required. Question: What is the validity of the booking? Answer: The booking is valid upto 7 days in a normal situation from the day booking amount is deposited. Frequently Asked Questions (FAQs) on Handling Customer Concerns Question: How much time will it take for RC document to get transferred? Answer: The Dealership facilitates the RC transfer process at the RTO. The process takes upto 120 days. However, the same may vary for different RTO. Question: Answer: All complaints are resolved or answered within 24 hours. Question: Who would bear the responsibility of the car, untill the RC transfer is not done? (From a seller’s point of view) Answer: The entire responsibility lies with the dealership, till the time RC transfer is in process. Question: How would you ensure quality of a Non-True Value car? Answer: The Non-True Value cars are sold on “As is Where is Basis “and the same is mentioned to the Customer during the sale of the vehicle. Question: Do you follow the 376 checkpoints process for non-True Value car also? Answer: All cars that we buy at True Value undergo the 376 checkpoints digital evaluation before they are sold to the Customers, for TV as well as NTV Category Vehicle. Question: Whom should I contact in case of ownership transfer documents are long pending? Answer: The Dealership facilitates the process of RC transfer at the RTO. Every Dealership has a dedicated RC Coordinator who takes care of the transfer process. EXCEPTION HANDLING 74

Question: Is it necessary to have an active car insurance policy at the time of selling? Answer: Car Insurance is mandated by the law, therefore an active car insurance policy must be there at the time of selling. This would help in faster documentation process too. Question: Can I buy a Pre-owned car by exchanging my existing old car at True Value outlet? Answer: Yes, you can exchange your old car and buy a Pre-owned car without any obligation. Question: Answer: In case of a query, you may call the Relationship Officer/Sr. Relationship officer who assisted you initially at True Value to buy/sell your vehicle. Contact details are also available in the selling docket provided to you at the time of vehicle purchase. Question: Does the cars at True Value come with Insurance? Answer: Once the Registration Certificate (RC) name transfer has been completed, the existing insurance policy can be transferred in your name within 10 days. In case the insurance is expired, we will assist you to get in touch with our insurance partners for the renewal. Question: What happens if my vehicle breaks down within one month of purchase from True Value? Answer: All True Value certified cars (TV Vehicles) come with upto 12 months warranty and 3 Free service. Any technical fault is addressed by trained Maruti Suzuki Technicians at the authorised Maruti Suzuki workshops and will be covered as per the terms of the warranty policy as mentioned in the Owner’s manual. Any part change/repair will be done as per the rate card. Any accidental breakage will not be considered as a mechanical failure. 75 SYSTEM & PROCESS GUIDE

Annexure ANNEXURE 76

Hyperlocal Marketing Hyperlocal marketing is the process of targeting prospective Customers in a highly specific, geographically restricted area, sometimes just a few kms or pin codes, often with the intention of targeting people conducting “near me” searches on their mobile device. Today’s automobile Customer researches online before buying offline. Online presence has become a necessity. Customer visits the Virtual or Digital Showroom of a Dealership before visiting the Physical Showroom. Customers search for the OEM as well as the Dealer before visiting the showroom for 1) Locating the Dealership 2) Enquiry at the Dealership 3) Get information about Dealership from Dealer website 4) Read Customer reviews about Dealership. It is important for the Dealership to be present online when Customer searches for them. 77 SYSTEM & PROCESS GUIDE

Maruti Suzuki Hyperlocal Program was launched to digitize MSIL Dealerships and connect Customers directly with the Dealers online. MSIL and its Dealers should always be present in an integrated manner for the online Customer. Hyperlocal Marketing is activated after the Customer interest has been generated from the brand advertisement and before the Customer walks into the showroom. At this stage, Customer has already decided which car to buy and is now looking for a Dealership. Therefore, interested hot leads are passed on directly to MSIL Dealerships. Awareness Brand Communication Interest Hyperlocal Marketing Showroom Experience Consideration Intent Evaluation Sale Enrollment in Maruti Suzuki Hyperlocal Program A parent Dealer enrolls in Maruti Suzuki Hyperlocal Program by signing an agreement with digital lead agency. A parent Dealer may choose to enroll all or few of their True Value Outlets. Post enrollment in Program, agency contacts Dealership and Regional Office for initiating process of digital asset creation like website. Activities before and after enrolling Dealership in the program: Aligning Dealer Program Media Maintenance Onboarding Campaigns One-time Setup Requirement based Ongoing Monthly HYPERLOCAL 78

Dealer digital assets are as listed below and will be created for each True Value outlet post enrollment: Mobile First Website Facebook Location Page Google My Business Listing and Virtual Number The last and most important asset is created by the Dealer is a Digital Desk that will handle enquiries from his digital assets. After setting up a Digital Showroom, it is important to have manpower at the Dealership to manage the enquiries generated through digital platform. Digital Desk at the Dealership will handle the enquiries generated through Hyperlocal Campaigns. It is managed at parent Dealer level to handle the enquiries generated at Arena, Nexa, True Value outlets and through other sources like Maruti Suzuki Service, Insurance etc. Digital Desk structure is as given below: Digital Desk Structure Dealer Owner/CEO Digital Desk Manager (1 at Parent Dealer Level) Call Centre Executive Call Centre Executive Call Centre Executive 1 2 3 Minimum 1 and maximum depending on lead volume One CCE can handle upto a maximum of 50 leads per day 79 SYSTEM & PROCESS GUIDE

Basic understanding of Digital Desk Level: Parent Region Level Reporting: CEO/Dealer Owner Physical Location: Dealer Head Office Scope of Work: - Digital Lead Generation - Digital Lead Handling for all Dealership business Knowledge Required: - Digital Savvy - Basic computer know how - Awareness of Nexa, Arena, True Value channel products - Awareness of Services, MDS, Insurance etc. Manpower required at Digital Desk Sample calculation: Let say Dealer’s Media Budget = 20000 for a month for an outlet, Number of Leads = 100 1 Digital Desk Head (1 per region) Number of CCEs = 2 (100*2 = 200 leads) {Manpower is indicative and may change based on the individual Dealership requirement} Manpower Roles and Responsibilities Digital Desk Manager Call Centre Team • Parent Dealer Hyperlocal SPOC • Daily Operations of Lead Handling • Lead Management • Handle Cross channel interactions • Create Campaign Brief • Drive Store Visits HYPERLOCAL 80

Digital Desk Function Digital Desk Checks interest All the enquiries receives Enquiries and qualifies after qualification enquiry are linked to DMS (Call or Web) Lead Handling Process Google Search Dealer Google My Facebook Page Website Business Page Location Page Lead Qualification System Dealer Digital Desk Team DMS Sales Lead Qualified Leads Non-Sales Manual Lead Handling 81 SYSTEM & PROCESS GUIDE

DMS Booking After the Customer has shortlisted the Pre-owned vehicle and has agreed to purchase the car from the Dealership, DMS booking is initiated. This is an important aspect in the Dealership sales and buying process. DMS BOOKING 82

DMS Booking Process Stage 0 Customer Intent Stage 1 Capture POC enquiry in DMS a. Customer Id Stage 2 c. Order booking creation b. POC Receipt Print to Stage 3a Customer DMS order booking receipt Stage 3b Name Order booking Change amendment Details fetched Stage 4 from booking POC Invoice Stage 5 Delivery Steps There are two main steps to create a booking in the DMS. a) Customer ID creation b) Order Booking 83 SYSTEM & PROCESS GUIDE

Steps - Customer ID Creation Step 1: Select POC check box Step 2: Enter POC enquiry no. and fetch the details. Step 3: Enter Address Details, State, District, Tehsil, Village, City and PIN Code 1 2 POC checkbox needs to be selected for creating Customer ID against POC enquiry. 3 Step 4: Click Save Step 5: Customer ID will be created 4 5 DMS BOOKING 84

Steps - Order Booking Step 1: Enter enquiry no. and fetch the details Step 2: Select the sales type Step 3: Enter Customer ID/Broker ID and fetch the details Step 4: Select “Reg No” Step 5: Click “Receipts” 1 2 3 The name of the field 4 will be changed to ‘Customer ID’/’Broker ID’ dynamically as per sales type selected 5 Steps - Order Booking Step 6a: On clicking Receipt Details button, the list of receipts created against the Customer ID/Broker ID will be visible. Step 6b: Select the receipts that are to be mapped against the booking. Step 6c: Received Amount and Pending Amount will be updated as per the receipts selected. 6 The sum of amounts of Pending amount shown selected receipts will here will be calculated as be shown here difference between the amount to be paid and received amount 85 SYSTEM & PROCESS GUIDE

Order Booking Confirmation Checklist Receipts PDF DMS BOOKING 86

Calling Scripts Communicating with the Customers in the right manner is the key to success in every busi- ness. Every Dealership staff must imbibe all the core values of True Value. Customers must always feel warmth and professionalism in every conduct during the Customer journey process. Therefore, in order to aid the Dealership staff to conversate and communicate in the right way, various calling scenarios have been listed in this section. 87 SYSTEM & PROCESS GUIDE

Calling Script - Web Enquiry Background: Once the lead comes to the Digital Desk, CCE calls the Customer to confirm the information captured online in order to qualify the lead as genuine and authentic. Script Phone Call: Hello Sir, I am Mitali Sharma Calling from True Value. This is a confirmation call with regards to your online query for selling your car. May I please confirm the details of the car you wish to sell. “Sir/ madam, is it Wagon R vxi, silky silver color in the name of Mr ABC, with registration no XYZ, and the year of manufacturing is yyyy”? *(Verify all details as entered in the system) May I brief you the process....This enquiry will be transferred to one of our team members (Evaluator) who will evaluate your car to give you the best value of your car. Sir, just to update for further action, our Evaluator will give you a call to book an appointment for Evaluation of your Car either at your home or any other location convenient to you. The evaluation will take a minimum of 30-45 minutes. Thank you once again and Have a Good Day. Hindi Hello sir, mai True Value showroom se Mitail Sharma bol rahi hu. Aapne gaadi bechne ke liye jo online request daali thi yeh uski confirmation call hai. Kya mai gaadi ki details confirm kar sakti hu. “Sir/ madam, kya ye Wagon R vxi, silky silver color Mr. ABC ke naam par hai, iska registration no. XYZ hai aur Iski Year of Manufacturing ABC hai? *(Kripya Customer dwara online form mai enter ki gayi sabhi details ko puri tarah se check aur confirm kare) Main aapko aage ka process batana chahungi.... aapki enquiry humare ek team member (Evaluator) ko bheji ja rahi hai jo aapki gaadi ko evaluate karke uski best value bataenge. Sir, mai batana chahungi ki humari aur se apko humare evaluator apki gaadi ki evaluation k liye call karengay. Evaluator ya toh aapke ghar par aa kar, evaluation kar sakte hain ya jo jagah aapko convenient lage. Unhain evaluation process poora karne main minimum 30-45 min ka samaye lagega. Namaste! CALLING SCRIPTS 88

Calling Script - Open Evaluations Home Evaluation: Phone Call: Scenario 1 : When Customer confirms for the evaluation. Evaluator: Hello Sir, This is Ramesh Kumar from True Value, is this the good time to talk to you sir? Customer: Yes Please! Evaluator: Sir, you had submitted an enquiry to sell your car. My team member Ms Mitali has interacted with you and forwarded the details to me. Just wanted to check if you would like to get your car Evaluated at your home/office or at the True Value showroom, so that we can offer you the Best Value. Customer: Sure, you can come at 3:00pm today at A-208 Sec 30 Manav Nagar Noida Evaluator: Just a minute sir, let me note down the address and repeat it to confirm. I shall give you a call half an hour before, as soon as I start from here. Hindi Evaluator: Hello Sir, main Ramesh Kumar True Value se baat raha hoon, kya aapse abhi baat ho sakti hai, ya main baad main call karoon. Customer: Haan Bolo Evaluator: Sir, aapne apni gaadi bechne ke liye online request daali thi. Sir meri team member Ms. Mitali ne aapse baat ki hogi. Sir aapse pooch na tha ki kya aap showroom par aana chahengay ya apne ghar ya office main evaluation karwana chahengay, taaki aapki gaadi ki sahi value apko bata sake. Customer: Theek hai tum aaj 3:00 baje – A 208 Sec 30 Manav Nagar Noida aa sakte ho Evaluator: Sir, main ek baar address likh kar confirm kar doo, aur aane se aadha ghante pehle appko phone kar loonga. 89 SYSTEM & PROCESS GUIDE

Phone Call: Scenario 2: When Customer is busy and request to call later. Evaluator: Hello Sir, This is Ramesh Kumar from True Value, is this the good time to talk to you sir? Customer: No, I am busy, you can call me later? Evaluator: Sure sir, in that case may I request you to let me know the right time to call you again? Customer: You can call me at 4 pm today Evaluator: Sure Sir! I will call you at 4 PM today Customer: Sure! Evaluator: Good day sir! Hindi Evaluator: Hello Sir, main Ramesh Kumar True Value se baat kar raha hoon, kya aap abhi baat kar sakte hain, ya main baad main call karoon. Customer: Abhi mai thoda busy hu kya aap baad mai call kar sakte ho Evaluator: Theek hai sir! kya aap mujhe bata sakte hain ki main aapko kab call kar sakta ho ? Customer: Aap mujhe aaj 4 baje call kar sakte hain Evaluator: Theek Hai Sir ! main aapko aaj 4 baje call karunga Customer: Theek Hai Evaluator: Namaste Sir Follow-Up Call: Repeat the above scenario 1 Carry Visiting Card, Printout of the details submitted by the Customer for authenticity Once at Home: Hello Sir! Good Morning/Afternoon/Evening Evaluator: May i see the car that you wish to sell. Also, if you can please help me with the RC/Insurance and Service booklet of the car. I would need to take a Test Drive before I digitally evaluate the car. Based upon the evaluation report, I shall be able to quote the best value of your car in discussion with my Manager. Sir we will be happy to take your car at x price. And we will support you with complete documentation during Transfer. CALLING SCRIPTS 90

In case the Evaluator is not sure of the Price Sir, We have Evaluated your car, Best Price for your car would be offered and communicated to you by the New Car Sales executive shortly. In case of Direct Buying Sir, We have evaluated your car and the best Price would be offered and communicated to you, once I discuss the details with my senior. Hindi Evaluator: Namaste Sir! Sir kya mai wo gaadi dekh sakta hoon jo aap bechna chahte hai, sir iski RC/Insurance aur service booklet bhi dekhna chahuunga. Sir is se pehle mai digital evaluation shuru karu, gaadi ki ek Test Drive leni hogi. Poori evaluation ke baad jo report banegi uske basis par mere manager se baat kar ke mai apko best price bata paunga. Sir aapki gaadi ke hum x rupaye de sakte hai. Aur transfer paperwork main bhi support karenge. Agar Evaluator Gaadi k price k baare mai sankoch mai hai Sir, aapki gaadi ki evaluation poori ho chuki hai, humare New car Sales Executive appko jaldi hi aapki gaadi ka best price bataenge. True Value dwara seedhi khareed Sir aapki gaadi ki evaluation poori ho chuki hai, main jaldi hi apne manager se baat karke aapko gaadi ka best price confirm karunga Phone Call for Price Quote Hello Sir, this is Ramesh Kumar from True Value, i had come for the evaluation of your car. Sir, basis the evaluation we are ready to buy the car and are happy to offer you x price for your car. This quote is valid for a week. Please let us know your decision whenever you are ready. Hindi Sir, True Value se Ramesh Kumar baat raha hu, apki gaadi ki evaluation k basis par hum aapki car x price mai khareed sakte hai aur yeh quote ek hafte tak hi valid hai. Aap vichar kar k humain apna decision bata sakte hain. SMS Text (60 Characters) The best price for your car is x Lacs. Valid for 7 Days. Thanks, True Value! 91 SYSTEM & PROCESS GUIDE

Calling Script - Post Booking Follow-ups Background: Once the vehicle is finalised and booked by the Customer the follow up for vehicle delivery starts by the RO/CCM. Scenario- 1: To confirm the vehicle delivery date Script Phone Call: RO: Hello Sir, I am Ravi Sharma Calling from True Value. This call is to confirm the delivery date convenient to you. I request you to please confirm the date so that I can expedite the pending work. Customer: Hello Ravi, I will finalize the date after discussing with my family. Can you please call me tomorrow after lunchtime? RO: Sure sir! I will call you tomorrow at 3 o clock. Good day sir! Hindi RO: Namaste Sir, Main True Value showroom se Ravi Sharma baat kar raha ho. Ye call gaadi ki delivery date confirm karne ke liye ki gayi hai taaki main aapki gaadi main bacha hua kaam jaldi se jaldi khatam kara sakoon. Customer: Namaste Ravi, main apni family ke saath discuss karke date final karunga, kya app mujhe kal lunchtime ke baad call kar sakte hain? RO: Theek hai sir, main aapko kal 3 baje call karta ho. Aapka din shubh ho sir! RO calling Customer next day! Phone Call: RO: Hello Sir, this is Ravi Sharma from True Value. As discussed yesterday, may I please confirm the vehicle delivery date with you? Customer: Hello Ravi, I would be available to take delivery of my car on 20th Dec. RO: Sure sir! You are welcome. Your vehicle will be ready by then. Thank you! Hindi RO: Namaste Sir, main Ravi Sharma True Value showroom se bol raha hu. Jaisa ki kal baat hui thi, kya main aapse gaadi ki delivery date confirm kar sakta ho? Customer: Namaste Ravi, main 20 dec ko gaadi lene ke liye taiyaar ho RO: Theek hai sir! aapka swagat hai. Aapki gaadi tab tak taiyaar ho jaegi. Dhanayawad! CALLING SCRIPTS 92

Scenario- 2: On the n-1 day of vehicle delivery Script Phone Call: RO: Hello Sir, I am Ravi Sharma Calling from True Value. This call is to confirm the expected time for vehicle delivery. Customer: Hello Ravi! I will reach the showroom at around 11am with my family. RO: Sure sir! You are welcome! Thank you! Hindi: RO: Namaste sir! Main Ravi Sharma call kar raha ho True Value showroom se. Ye call vehicle delivery ka time confirm karne ke liye kiya gaya hai Customer: Namaste Ravi! main apni family ke saath 11 baje tak showroom pahunch jaunga RO: Theek hai sir!. Aapka swagat hai! Apki car taiyar milegi, Dhanyawaad! 93 SYSTEM & PROCESS GUIDE

Customer Satisfaction Note To, ........................................ ........................................ Dear Sir/Madam, This is further to my complaint/feedback sent to Maruti Suzuki True Value in connection with my purchase of True Value Car..................................from your Dealership. I had complained that .................................................................................................................................................... ........................................................................................................................................................... .......................................................................................and I am happy that you have sorted out the issue by....................................................................................................................................... ........................................................................................................................................................... and I am quite satisfied now. Thanking you, Yours faithfully, Customer Signature (RO Signature) Name and Address RO Name: ................ ......................................... ......................................... ......................................... Phone No.: ..................... Date and Time of obtaining the satisfaction note:- Vehicle Model: .................... Colour: .................... Invoice No. ......................... Date: ...... /...... /....... Compliant Reg No.: ............. Remarks of True Value Manager: ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... CUSTOMER SATISFACTION NOTE 94

Customer Dockets 95 SYSTEM & PROCESS GUIDE

A Customer docket is a set of various official documents in triplicate that are used during the sale of any Pre-owned vehicle. The buyer docket contains the terms of the order booking, warranty, vehicle delivery/possession and RC undertaking. Selling Docket Customer Docket (Buyer) Customer Name: ......................................................................... Address: ....................................................................................... Mobile No.: .................................................................................. Email ID.: ...................................................................................... Car Model: .................................................................................... Vehicle Registration No.: ............................................................ Relationship Officer Name and No: ............................................... ........................................................................................................ Booking Reference No: ............................................................... SELLING DOCKET 96