Hie Classs Full Script

LEAD Hornet 2.0 Repsol Honda Edition Infusing the Honda Racing DNA Honda Repsol Team has deeper with the new Hornet won the Triple Crown 2.0 Repsol Edition Championship 9 times since 2002 cementing its Repsol Edition position as the most dominant team. World champion World champion World champion World champion World champion 1995 - 98 2002-3 2006 2011-2014 2017-2019 Honda is revving for its 800th Moto GP Win which is a testimony to Honda’s rich racing legacy. This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Love for – Hornet 2.0 Repsol Honda Edition For those who ‘Fly Against the Wind’ Want to experience Fun in Biking Enthusiast (Aware everyday life of Global Motorcycling trends) Strong admirer of advanced technology from Honda Needs and Thrill and Racing DNA The Repsol edition in CBR 250 received immense love and Aspirations appreciation from the customers Big Bike feeling within There is a huge demand from the thrill seeking biking Budget enthusiasts for similar racing options in Honda’s motorcycle range. Want to be envied by Want to own a product with others Global connect and have pride of ownership This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Change Points Hornet 2.0 & Hornet 2.0 Repsol Honda Edition Repsol Edition Dynamic Repsol Theme Graphics Vibrant Orange Wheels Inspired by the globally acclaimed Repsol theme (As used by Honda Racing Corporation in the MotoGP World Championship), Hornet 2.0 will now be available in the Repsol Edition for the Racing Enthusiasts. This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Walk-In Enquiry Script Hornet 2.0 LMC Expert: Now that I have shown you the product features Sir, Lets have a touch & Feel of this product, Let me arrange a Test Ride of Hornet 2.0 for you Sir. Post Test Ride : LMC Expert: You were looking so handsome while you are on this bike. What did you like the most in Hornet 2.0 Customer: I liked the USD front fork & Mono shock suspensions, Thrilling pickup, Hazard and Engine Start/Stop Switch, LED Head and tail lamp, Key on Tank and the design of the bike. LMC Expert: Filling the details in Booking Form This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD 2.4 Power Punch & Advanced Technology This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Hornet 2.0 This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Hornet 2.0 Power Punch International Massive Advanced Technology Thrilling Performance Style Strong acceleration Key on Tank 1. Golden Upside Down (USD) front fork and quick response (1st in sub 200cc segment) in all speed ranges Sporty Split Seat  More stability for high speed as well as New HET BSVI city riding. Higher Capacity Engine  Gives superior image 12.70 kW Power 16.1 N-m Torque X Shaped 2. Fully Digital , Liquid crystal meter 0 -200 m in 11.25 Sec* LED Tail Lamp LED Winkers  Speedometer, Odometer, Tachometer Higher Capacity Engine with Best in Class Mid Range torque  Battery voltmeter * Figures as per internal testing  Trip A, B  Gear position indicator  Service due indicator With 5 level manual LED Headlamp  Clock illumination adjustment 3. Dual petal disc brakes with 1 channel ABS  Complete Braking Control 4. Engine stop switch & Hazard switch Short Sporty Sporty Wheels Muffler International Street Fighter design with 5. Wider tyres the most cutting edge styling trends  Front Tyre Width – 110 mm  Rear Tyre Width – 140 mm 6. Monoshock rear suspension  Enhances stability and gives superior handling This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Thrilling Performance 1982 PGM-FI More than 35 years of global experience in fuel injection technology Honda introduced world’s first fuel injected motorcycle PGM - FI is a sensor-based advance system which constantly ensures optimum fuel delivery to the engine as per the ride conditions allowing efficient combustion and lesser emissions. Engine oil Temperature Sensor Sensor Manifold Absolute Pressure (MAP) sensor - Unit Determines pressure of intake air. Based on data received through this ECU Intake Air Temperature (IAT) sensor – sensor, ECU adjusts the amount of fuel Determines temperature of intake air. required – More fuel when engine is cold and less when its heated. Bank angle sensor Injector Throttle Position(TP) sensor – Determines the It detects the vehicle angle & turns off the position of throttle valve. ignition if vehicle inclination is >=55 degree (left or right ride) Based on above sensor inputs, ECU calculates fuel injection quantity, load on vehicle and adjusts ignition timing. Oxygen Sensor It detects amount of oxygen present in Vehicle Speed Sensor exhaust gas. Based on sensor input fuel Based on this data, ECU determine wheel speed, delivery is adjusted accordingly to reach adjust ignition timing, air/fuel ratio and initiate optimal air-fuel ratio. diagnostic routines Crankshaft Position (CKP)sensor It detects position of crankshaft and based on this data ECU calculates correct time for fuel injection. 1. Low Emission – Due to continuous control on amount of fuel injected in different conditions, no extra fuel is injected which may remain unburned & increase emissions. 2. Better Fuel Efficiency - By accurately controlling the fuel injection volume in the practical revolution ranges, the fuel consumption is reduced. 3. Easy to start in all weather conditions - PGM-FI equipped with IACA valve controls the volume of intake air enabling engine to start in a single attempt. 4. Sense of inclination- A bank angle sensor senses the tilting angle of bike. If it is beyond the specified limit it cuts off the fuel injection. 5. Self Diagnose – Every time you turn on the ignition switch, the system performs self diagnosis and the malfunction indicator shows the information on instrument panel. This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Thrilling Performance • Powerful torque characteristics in a practical range for a two- • 12.70 Kw power • 16.1 N-m Torque seater. • 0 -200 m in 11.25 Sec • Sporty power in high rpm range. Rear wheel Power Comparison of acceleration 12.0 0km/h 11.0 10.0 Initial Acceleration Hornet 11.25 Sec 0 m to 200 m. Hornet 126.00 11.7 Sec 9.0 11.7 Sec 8.0 TVS Apache RTR 200 7.0 200m 6.0 0m 5.0 11.2 Sec Rear wheel power (kW)4.0 Overtaking Acceleration in 40km/h Drea 12.1 Sec 3.0 Hornet top gear at 40 km/h (200m). mN 11.6 Sec 2.0 K2.70 0A T Hornet 1.0 2.0 0.0 Hornet 160 10 20 30 40 50 60 70 80 90 100110120130140 Speed (km/h) TVS Apache RTR 200 50km/h Overtaking Acceleration in Hornet Drea 10.2 Sec 2.0 mN 10.8 Sec top gear at 50 km/h (200m). Hornet 160 TVS Apache RTR 200 10.5 Sec 0m 200m Hornet 2.0 is way ahead of its competition with its class leading power & torque. * Figures as per internal testing This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD SP125 This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD SP125 Power Punch Fully Digital Meter Silent Start with ACG starter ACG starter motor removes gear meshing noise & start the engine without any jolt or noise. LED DC Headlamp Real Time Fuel Average Fuel Efficiency Efficiency Bright & constant illumination of LED DC headlamp makes it more convenient to Globally acclaimed esp Distance to Eco Speed ride during night. Technology optimizes empty Indicator performance & improves *Instruction for Salesperson: Please switch the ignition ON and show the headlamp from fuel efficiency front Engine start/stop switch Integrated Engine start/stop switch, turns ignition On/Off with a flick of switch. *Note: Recommend to use ignition key to turn off the engine, if stopping for longer duration Integrated headlamp & Gear Position Service Due Passing Switch Indicator Indicator Adding more convenience, headlamp beam control & passing signal control are merged in a single switch. This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Advanced Comfort & Convenience 5 Speed transmission SP 125 comes with a 5 speed transmission, which gives a smoother ride on high speed. Benefit over 4 speed transmission 15% less vibrations in top gear Tubeless tyres Significant reduction in vibrations on top speed as compared to 4 speed transmission. Both the tyres are tubeless which reduces chances of immediate deflation in case of a puncher . This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Advanced Technology Fusion of Performance & efficiency Cutting edge technologies delivering unmatched performance and class leading mileage. ACG PGM -FI Off set starter crank 16% more mileage “HET” powered by “eSP” Roller Piston rocker arm cooling jet This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD 2.5 Selling Techniques This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD What Skills makes an LMC Expert Thorough Knowledge of 1 LMC Models along with Competition analysis. Industry/Market 2 understanding Honda Racing DNA 3 4 Ability to built enthusiasm Offer Tailor 5 Custom Solution for Tailor Needs 6 Well groomed This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Target Customer for Sporty Models Target AGE Customer 20-30 years. EDUCATION Graduate & above OCCUPATION Students, self employed & executives. BUYINGREASONS Sporty style, advanced features, mileage & comfort/convenience. MINDSET They are driven by how others perceive them. An attractive pack is as important as its contents. Their core need in life is status. This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Selling Techniques A selling techniques are the combination of several of steps that our LMC Expert takes to convert a prospect into a customer. FABE CUSTOMER CLOSING REACTIONS APPROACH NEED TEST RIDE BUYING ANALYSIS SIGNALS 03 04 05 06 07 02 01 This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Step1 - Approaching First During Approaching Impression is Namaste Ask for tea/coffee Smile the last Impression Make the Never be Customer intimidating Comfortable ASAP Maintain eye contact Presenting Business Card A Good Sales Positive & Confident Person Should be  Dressed in smart & clean uniform.  Equipped with Approach Book  Good in soft skills / Hard skills  Efficient in doing Need Analysis This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Step2 – Need Analysis Customer needs analysis is the process of identifying the requirements of customers has for a product or services, Correctly identifying customers’ needs is essential for helping them to choose the right product which ultimately lead to their satisfaction and loyalty. If you fail to properly identify customers’ needs, or if you are indifferent to their needs, they will take their business elsewhere. Help Choose Right B 6 1 2 Product E Soft Spoken S How much Are you Which T will you like looking for vehicle Interactive to invest in Scooter or were you S Motorcycle using Probe O the new earlier? L vehicle? ? U 3 T 5 S I T What is O How is the A your N road R T Occupatio condition n? in your Mandatory area? Questions ?4 How many kilometers do you ride on a daily basis? This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Step 3 - FABE TO DO FABE Features with On Product Use Of (Features, Advantages, Benefits and Benefits Demo Power Punch Evidence) TO AVOID Assumption Feature Dumping FABE @ Customer ONLY Discussion Table Knows ALL Features This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Step 4 – Test Ride The test drive is Test Ride Route Map an important co mponent while buying a new vehicle as it ensures the customer have a look & feel of the features explained during the sales process. A new vehicle is a big investment for a customer so you should make sure the vehicle that you suggest must be a best fit for them. This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Step 5 & 6 Objection Handling and Buying Signals Objection handling is when a prospect presents a concern about the product/service a salesperson is selling, and the salesperson responds in a way that alleviates those concerns and allows the deal to move forward. Objections are generally around price, product fit, competitors etc. Handling Sales Objections Recognizing Buying Signals  Listen to the Objection Before  Leans forward Handling It.  Tone changes  Say It Back to the Prospect.  Puts on his glasses  Explore the Reasoning.  Calculates benefits  Answer the Objection.  Asks questions  Check Back With the Prospect.  Becomes more friendly  Redirect the Conversation.  Cooperates better  Indicates concern  Pays closer attention  He becomes involved  Asks questions as if he had made the purchase This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Step 7 – Closing This is where prospects commit to purchase or to stop the process. It is just one step in what may be a very long sales cycle. While this may seem like the most important step, it is only successful when all the previous steps have been completed properly and in order. Closing may be the last step of sales process but is the beginning of a new Relation This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Practice At Dealership - LEAD Advance This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Activity 1 LMC Experts needs to conduct Product Demo with their sales staff members. • Glimpses (pictures) of Product Demo being conducted with sales staff highlighting the product features needs to be E-mailed to your Regional Trainer in a single slide presentation Activity 2 • Retail & Inquiry target for the following months (Aug’21 – Oct’21) & New Initiatives/ activities to be done for promotion • A presentation covering the below details needs to be E-mail to your Regional Trainer. 1) Retail & Enquiry target for 98Ki (Aug’21- Oct’21) 2) New initiatives/ activities for product promotion NOTE: Activities needs to submitted to you Regional Trainer by 23rd Aug’2021. This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Both the activities needs to be submitted to your Regional Trainer before 25th Aug’ 2021month. Region Trainer Contact Email North Abhishek Dutta 7042161123 [email protected] East Yash Wadhwa 8950379655 [email protected] West Ishfaq Ahmed 9650029771 [email protected] South Karan Singh Bora 9650017601 [email protected] Central Shivam Maheshwari 8800810780 [email protected] NOTE: Assessment (Test) for LEAD Advance will be conducted on 24th Aug 2021 This information is strictly confidential and not to be disclosed to any other person without prior permission of HMSI.

LEAD Thank You

Anubhav

The Honda feel is everywhere.

It is in the way our customers perceive…

In the way we market our vehicles… And it is in the vehicles we make

Do our dealerships have the Honda feel?

This is the Question that got us exploring

Anubhav THE Honda Feel…

1 Industry benchmark customer experience 2 Streamlined dealership sales operations 3 A uniform Honda language of sales across all AMD and AD networks Our Objectives

MEASURE • Much more than a usual SOP (Standard Anubhav ManualOperating Procedure) • Equips dealership with tools to manage an efficient dealership business REVIEW IMPROVE Anubhav Approach

Anubhav …In the Sales Process

Approaching Need FABE Test Ride Customer Buying Signal Closing Analysis Objections & Reactions Sales Process

may be the last step of the But it’s the of a strong customer relationship

If you visit a dealership to take delivery of your new vehicle? How would you want it to happen?

Delivery Process

Implementation At Dealer Delivery Dealer Team During every of Delivery Area new vehicle Process delivery To Standardized the After Booking of By implementing the process all across the Vehicle tools and templates the dealerships as per SOP (Standard Operating Procedure)

Delivering the Vehicle … and an improved Customer Experience “Ideally, the entire experience of vehicle shopping – from search, to research, to peer polling, to test drive, to purchase – should be just that: an experience.” Delivery Process

Delivery Pre Delivery Preparation & During Delivery Post Delivery Follow Up Documentation Delivery Process

* SE – Sales Executive Pre Delivery Preparation

Activity Tools & Templates 1. Sales Executive to collect the requisite documents for vehicle • Booking Form registration • Daily Delivery Tracker • PDI Checklist 2. Sales Executive to get the payment and invoicing done for the customer 3. Once invoice is generated, Sales Executive to inform PDI personnel to get the vehicle ready 4. Sales Executive to apply for the insurance of the vehicle Standards through recommended insurer • Daily Delivery Tracker to be 5. Sales Executive to update Daily Delivery tracker and keep filled by end of the day for the delivery coordinator and Sales Manger / Parts informed next day 6. Sales Executive to check if all the pre – delivery activities are completed and if the vehicle is ready within the promised time along with accessories Pre Delivery Preparation

Cleaned Vehicle to be *SE – Sales Executive *DC – Delivery Coordinator DC parked in Delivery *SM – Sales Manager *SG – Security Guard Area SGCheck Gate Pass and Welcome Customer & thank the Customer SE inform time required for Delivery Thank the customer SE for choosing your Offer Refreshments Dealership and escort SE and follow Social to the gate Distancing guidelines Upload the Delivery SE SE Explain paperwork to Snap on Dealership Customer Facebook Page & tag Both copies of Delivery the Customer SE Checklist to be signed SE SE Delivery Feedback SM by Customer Form duly filled by Invite Customer to Operating Controls, Delivery Area for Owner’s Manual, Customer Vehicle Delivery PDSA explanation Ceremony During Delivery

Cleaned Vehicle to be *SE – Sales Executive *DC – Delivery Coordinator DC parked in Delivery *SG – Security Guard Area Thank the customer SE for choosing your All paperwork to be Dealership and leave SE made available for for the Dealership Customer Upload the Delivery SE Executive to call Snap on Dealership Facebook Page & tag SE Customer before leaving the dealership the Customer Check Gate Pass and Delivery Feedback SE Form duly filled by SG leave for Home Delivery Customer Greet the Customer and SE SE Operating Controls, SE Owner’s Manual, SE prepare the Delivery Explain paperwork to Invite Customer to Area Customer. Both Delivery Area for PDSA explanation Vehicle Delivery copies of Delivery Checklist to be signed Ceremony During Home Delivery

Activity Tools & Templates 1. Delivery Coordinator to park the vehicle in Delivery area and • Delivery Checklist get it cleaned 2. Receptionist / Sales Executive to get the vehicle decorated for delivery 3. Sales Executive to greet customer warmly on his arrival and Standards inform the approximate time required to complete the delivery process. For Home Deliveries, follow the step provided in • Delivery Checklist to be previous slide. signed from customer as to make sure all commitments 4. Sales Executive to explain the paperwork e.g. Vehicle are met. Invoice, Insurance, Registration, etc.) 5. Sales Executive to take signature of the customer & respective stake holders on both copies of Delivery Checklist During Delivery (contd.)

Activity Tools & Templates 7. Sales Executive to handover copy of Delivery Checklist to customer and attach the other copy to the customer file 8. Sales Executive to invite customer to Delivery area for conducting delivery process 9. Ensure the presence of Dealer Manager / CRE during Delivery ceremony. To be exempted in case of Home Deliveries 10. Sales Executive to explain operating controls, warranty, Standards owners guide & maintenance schedule & tick mark the respective checkboxes in the Delivery Checklist (take help of • Delivery to be made Service Manager / Service Advisor in case customer has memorable for the Customer some technical query about the vehicle) 11. Sales Executive to introduce customer to Service Manager / Service Advisor (Contact No.) During Delivery (Contd.)