PROJECT REPORT ON RETAIL SALES

By

Munna Ramesh
Asst. Business Manager
JRO Narsapur
Bangalore DO

Page 1

INDEX

S.
NO
1

TOPIC
MARKETING DIVISION STRUCTURE

PAGE
NO.
3

STUDY OF DO WORKING & POLICIES IN

RETAIL SALES

ENGINEERING ASPECTS OF RETAIL OUTLETS

RETAIL AUTOMATION

INTRODUCTION TO COCO

12

ROLE OF BUSINESS MANAGER

13

SAMPLING AT RO

15

VISIT TO A SUPPLY POINT

17

AUTO LPG

18

10

RO OPERATIONS

19

11

HIGHWAY BUSINESS

23

12

XTRAPOWER & XTRAREWARDS

25

13

NFR BUSINESS

27

14

BRANDING & SALES PROMOTION

28

Page 2

The Marketing Division of Indian Oil Corporation divided into State Offices,
which are sub-divided into many Divisional Offices. The Heads of Divisional
offices report to the respective Heads of State offices, who inturn report to
Director (Marketing).

Page 3

STUDY OF DO WORKING & POLICIES IN RETAIL

SALES

Retail Divisional Offices are headed by CDRSM(Chief Divisional Retail Sales

Manager) or SDRSM(Sr. Divisional Retail Sales Manager). The CDRSM reports
to DGM (RS), who in turn report to GM(RS). The GM (RS) reports to ED(RS)
who heads the state. He then reports to Director, marketing under whom the
whole marketing division works
There are Sr. Managers, Managers, Dy. Managers in a divisional office, who
reports to CDRSM, controlling the Field Officers, Fleet Officers, Business
Managers.

Page 4

Divisional Offices are further divided into Areas which are controlled by Field
officers. Further field officers do inspection, attend regular maintenance
related issues at ROs and play their role in improving the sales of the
respective sales areas. The Fleet officers takes care of fleet business of all
sales areas of DO.
The DO has Finance, HR and Engineering disciplines that take care of
respective functions and will directly report to respective functional heads of
State Office.
The working of DO constitutes of the following activities:
1.
2.
3.
4.
5.
6.

Sales through Retail outlets.

Monitoring of Dealer networks.
Loyalty Programmes.
Commissioning of New Retail Outlets.
Maintenance & Repair issues.
Accounting.

The above activities are performed according to the Retail Policies &
Guidelines.
Some of the significant policies in Retail include:

Dealer selection policy

RO Policies
i. Subsidy policy
ii. Modernization policy
iii. DU Replacement policy
iv. Look and Feel policy.

Page 5

ENGINEERING ASPECTS OF RETAIL OUTLET

The basic infrastructure at RO consists of following:
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.

Canopy
Driveway
Tanks
Dispensing Units.
Monolith
Buffer
Sales Building
Electrical room
Store Room
Toilet

Site Plan gives us the location where the outlet is present. Before planning
any RO the site plan should be drawn and indicate all the facilities that are
located in the radius of 100m around it.
Lay out is the next term that comes once the site plan is ready which
indicates the dimensions of the various structures in an RO and their relative
placements as per the rules of the Explosive License and also the safety
aspects are considered.
Once the layout is finished it should be sent for approval by the
Commissioner in case of City or DM in case of district. Meanwhile it is also
sent for approval of Explosive License and Internal approval by IOCL (IO).
All of the above is taken care of by the Engineering department located in
DO besides repair and maintenance works.

Page 6

Types of Retail outlets:

Type of
RO

Site and
Infrastructure
ownership

Tanks
and
Pumps

Operation
of RO

COCO

IOC

IOC

By IOC

A Site

IOC

IOC

By Dealer

B site

Dealer

IOC

By Dealer

Page 7

Statutory Requirements:

Petroleum Rules 2002 under Petroleum Act 1934 and require license
from PESO for construction and operation.
Dimensional requirements & distance requirements per MORTH
(Ministry of Road Transport & Highways) Norms
Static and Mobile Pressure Vessels SMPV (Unfired) Amendment Rules
1999 under Explosive Act 1884.
Site layout and construction of ROs are approved by PESO.
Approvals required from other applicable statutory bodies and local
authorities and shall comprise of:
District Magistrates NOC
Approvals from Municipal Corporation / Local Bodies .
PESO approval for layout drawings.
Independent Third Party Inspection on completion of Installation
Storage Licenses from PESO.
Weights and Measures certificates.

Page 8

RETAIL AUTOMATION
Automation enables remote access to the numerous data about any of the
Automated Retail Outlet. The embedded program records all the transactions
that occur at the Retail Outlet and are forwarded to the Central Management
Server where it is stored and updated from time to time. The data is then
analyzed for various applications.

The ROs which are selling more than 200 KL/ month are being provided with
Retail Automation
Features of Retail Automation

Automate forecourt operations in the Retail Outlet like:

Nozzle deliveries
Cash transaction
Credit/ Debit/ XtraPower and XtraRewards Cards
Page 9

 Capture sale details for fuel, lubricants and others.

Inventory management

Online reconciliation of stock

Generating indents

Generating daily/ weekly/ monthly sales reports

Linking of RO with the Head Quarters (HO/SO/DO)

a)

Reconciliation of Stocks: All the Dispensing units are

checked and totalizer readings are taken to establish amount of
product which have been dispensed through the DU. The loss/ gain is
thereafter calculated manually. The On-line reconciliation of stocks is
possible through automation.

b)

Daily Stock Register: Daily sales are registered manually in

the DSR. Besides this with the help of automation one can generate
daily, monthly and annual sales report etc., whichever with the click
of a button. This can be used to verify with the manual sales report.

c)

Generation of Inspection report for the Field officer.

Implementation:
All the ROs in a division are divided into groups. And the automation is
implemented in each group based on some factors such as potential,
location etc. The automation is covered in four phases.
Vendors:
Phase 1:M/s Honeywell Automation India Pvt. Ltd.
Phase 2: M/s Roseman Engineering Ltd
Phase 3: ATG system by M/s AGS Transact Technologies
System integration by Orpak systems India Ltd.
Phase 4: ATG system by Omntec
System integration by Orpak Systems India Ltd.

Page 10

Comparison of Phases of Automation

S.N
o

Description

1
2
3
4

Ph I

Ph II

Ph III

Fore-Court Controller
(FCC)

Uninterrupted Power
Supply (UPS)
Back Office System (BOS)
to store transaction and
other data.
Communication system
between retail outlets
(BOS) / FCC and Central
Management Server
(CMS) at HO

Y (Through
broad band
dongle) BOS
communicates
with CMS

Y(Through
SIM/
Broadband )
FCC
communicate
s with CMS.
Y (with
console)
Y

Y(Through Dial
Up-modem)
BOS
communicates
with CMS

ATG system

Printer in Sales Building

(attached to BOS)
Thermal Printers
Auto shift closure

Y (with
console)
Y

Y
N

N
N

Capturing of totalizer
reading at every
transaction
No print no delivery (in
case of printer not
working or printer paper
is out, dispensing will be
blocked)
ATG Probe/console
communication failure
beyond 180 secs
( Nozzles connected to
concerned tanks will be
blocked)
Live View

Y
Y (at
23:58:00 hrs
daily)
Y

7
8
9
10

11

12

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INTRODUCTION TO COCO
COCO is a company owned company operated retail outlet.

Types of COCOs:
Permanent COCO: These are the Company owned retail outlets
Operated by Business Manager or Service Provider or Adhoc dealer.

Temporary COCO: These are the Company owned retail outlets

Operated by Service Provider or Adhoc dealer.

Service Provider:
Service Provider is selected for Company owned outlets for day to day
efficient operations.
The
1.
2.
3.

various selection categories are

Nomination from Director General for Resettlement(DGR)
Govt. Departments/ Organizations/ Bodies.
By Public Tender.

Tenure of Service provider is maximum of three years but can be withdrawn

at any time based on performance or if involved in any major malpractices.

Adhoc Dealer:
Adhoc dealer is a regular IOC RO dealer appointed on temporary basis in
the absence of Service provider at COCOs.
Adhoc dealer selection procedure involves the preparation of merit list of the
existing high selling RO dealers of the concerned field officers sales area and
the one who tops the merit list will be appointed as Adhoc dealer.

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Tenure of the Adhoc dealership will be one year, to be renewed for a period
of another one year. The contract will be terminated on the selection of
dealer or if involved in any major malpractices.

ROLE OF A BUSINESS MANAGER

A. COCO operations:
Checking the product dip in tank and calculating the opening
stock.
Displaying the rate & density on first customer board.
Entry of previous day nozzle sales in the DSR.
Checking of all nozzles for delivery with the help of a 5 Lt

calibrated can before opening the sale.

Ensure that the cash due to yesterday sales is deposited in the

bank by the service provider in time.

Whenever a TT comes, ensuring that the sampling is done

properly and checklist for TT decantation is followed.

Observing the FC operations and contacting customers.
Calculation and accounting the Stock loss.
Knocking off has to be done on fortnightly basis.
Indent has to be done well in advance, whenever there is a strike
of dealers or a holiday for supply point, fill all the tanks available

a.
b.
c.
d.
e.
f.
g.

in full scope.
Settlement of Service provider bills monthly.
SAP accounting has to be done for the following periodically
Enter opening stock
Post incoming payments
Booking sales
Delivery Confirmation
Stock loss accounting
Daliy stock reconciliation
MIS Report

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B. Safety:

b)

Safety equipment at RO:

a) Min. 2 nos. 10kg DCP fire extinguishers at each dispensing unit at
safe location within 3m radius.
Min. 1 no. 4.5kg CO2 fire extinguisher in each Electrical meter room.
c) 1 no. 4.5kg CO2 and 1 no. 10kg type fire extinguishers are
separately available in Sales building.
d) 4 nos. (max. 10 nos.) Buckets (9 ltr capacity) covered with sand.
e) 2 nos. 10kg DCP type fire extinguisher in the unloading area in
addition to the fire extinguishers provided on the dispensing units.
Important Steps for TT Decantation at RO:
1. Provision of temporary barricade near Decantation area.
2. Engine of the TT is put off and the battery switch is in "OFF"
position. VTS to be disconnected.
3. Camlock coupling in Tank inlet discharge riser.
4. 10 kg Fire Extinguisher of TT kept in front of TT.
5. Nylon Hose is not to be used during decantation
6. Rubber hose with continuity wire and female camlock coupling is
used.
7. TT has CCOE approved spark arrestor.
8. No Smoking Board is displayed prominently
9. Dip pipe of tank kept close during decantation of TT.
10.
TT crew to be present during decantation operations.
11.
No unauthorized person be allowed to go near the TT
Area of attention during TT decantation
1. Earthing point is to be provided near to fill point and bonding
wire connected while decanting TT.
2. Dip pipe of U/G tank opening kept closed to avoid any vapour
accumulation during decantation
3. The driver, khalasi & RO supervisor are to be present during
decantation
4. Switch off Mobile Phone of TT crew and RO staff.
5. No delivery/re-fuelling to be done during decantation.
6. Only bonded metallic bucket is to be used while drawing
samples.
7. By-pass vent line shall be provided wherever, the vent pipe is
provided with silica gel moisture trap.
Display of important safety information at RO:
Page 14

1. Particulars of License
2. Emergency telephone nos. (local fire service, police, Field
Officer, emergency instructions)
3. Caution boards/SOPs/Dos & Donts etc.
4. Safety precautions slogans like No smoking, No mobile etc.

SAMPLING AT RO
Sampling is the most important activity in oil industry. Sample is the true
representation of the bulk product which determines the final Quality as well
as Quantity is firmed up.
Sample is a part from the whole of quantity of material required for
laboratory examination
or for preservation of record. Laboratory examination may be required for
determining
physical and chemical characteristics to ensure:
The average quality of the whole material
The extent of variation of qualities in different portions of the whole
material
SAMPLE CONTAINERS:
Sample container shall be of proper size and material, non reactive to the
sample and safe in transportation. Recommended materials are as follows:
PRODUCT
MS, HSD & LUBE OILS
Ethonal

Container material
Aluminium
Stainless steel

Sample container shall have a suitable cap, stopper or lid and shall have
proper provision for sealing.
Sample Cans : Cans or other suitable metal containers which are neither
affected by the products nor affect the quality of products should only be
used.
Screw Caps : Screw caps with suitable oil-resistant material discs should
only be used. It is important that the disc should be removed before the
cleaning of screw caps and new discs be subsequently fitted.

Page 15

SAMPLING EQUIPMENTS

Tamper-proof, plastic numbered seals with various colours should be

used for sealing samples
Samples should be sealed properly before dispatching them to the Lab
for testing
The sealing wire should be penetrated though the hole provided in the
male portion of the plastic seal.
Any extra length of sealing wire, left after sealing should be cut with
cutting pliers
Seal numbers (usually six digits) should always be mentioned on
sample label and testing request letter.

Page 16

Three tier sampling is a process in which the product is sampled at three

stages before it goes to the customer. The first stage is at the supply point
i.e., terminal in general. The next is the TT sample and the last one is RO
sample. These are the different stages at which the product may get
adulterated. So taking a sample and retaining it, at all the three stages is
very essential to validate the product quality.

VISIT TO A SUPPLY POINT

Devangonthi Terminal: Bangalore (Devanagonthi) Terminal is set up near
Hoskote Taluq at Devanagonthi in Bangalore (Rural) District of Karnataka
State. The terminal is commissioned during 1994 and is 45 Kms from
Bangalore City .The total area of the terminal is 96 acres out of which 45
acres is the green belt. The location is surrounded by railway station on

Page 17

South, BPC Terminal on East, Vacant Land on North and IOC LPG plant on
West.
Operations of terminal are:
1. Receipt
- Mangalore-Hassan-Bangalore pipeline (MHBPL)
- Chennai-Bangalore (CBPL)
- Through TTs and Tank Wagons
2. Storage
3. Dispatch:
Tank Truck Loading To Retail Outlets, Consumers.
Pipe Line - ATF through Devanagonthi- Devanahalli Pipe Line
(DDPL) to Indian oil sky Tanking ( IOSL),Bangalore
Products handled: MS(BS 3 and 4), HSD(BS 3 and 4), SKO, JET A1, Dyes
and additives
Supply areas:
Bangalore City

Bangalore rural

Chikbalpur

Tumkur
Kolar

Ramanagaram

Parts of Madhya

districts
Manpower:
Officers: 28

Staff: 41

Different types of storage tanks here:

1.Conical roof vertical tank

2. Floating roof vertical tank

3. Aboveground horizontal tank

4.Underground horizontal tank

Total storage capacity of terminal is about 76750 Kl

AUTO LPG
Auto LPG is the one used for Auto Rickshaws. The normal LPG which is used
for household purpose is different from Auto LPG in two aspects Density and
Vapor pressure. Auto LPG station has a dedicated storage tank which is

Page 18

separated from drive way in a confined compound inside which all the
equipments required for storage and receipt and delivery of Auto LPG in a
safe manner are present.
Hard Stand is the place where the bullet truck comes and rests for
decantation.
It is marked by yellow line in the shape of rectangle.
Different equipment one may find in ALDS are

ROV
Y type strainer
Micro filter (5 microns)
Pressure release valve(pop action valve)
Mass Flow meter
High level alarm

At the DU

Breakaway coupling
Pressure gauge

The pressure of the Auto LPG at which it is being dispensed is 8 bar. The unit
of measurement is Litres.

RO OPERATIONS
Stock reconciliation
o Quantity related

Page 19

Meter reading or totaliser reading (daily recorded in

DSR)
Calculate sales

Testing

Done using a 5 Lt. can (which is calibrated by

W&M) from each nozzle.
Analysis

Loss/gain is to be checked on day to day basis

o Quality Related
Density through hydrometer thru thermometer at

15c
Filter paper test (fpr MS)

Sampling (3-tier sampling)

At supply point
TT
RO

Customer service
Besides ensuring the customer service one has to provide
mandatory facilities

air
water
toilet

Complaint register and feedback -toll free no. 1800 233 555

Others:

DU, island, and driveway should be clean

Always Pump attendants should be told to wear CAP and

uniform
Credit machine, Xtrapower, XtraRewards machine
Lighting
Printer at DU

Page 20

Safety Operation:

Sand/fire bucket(upto 75%) dry sand

Fire extinguisher(DCP) & two CO2 fire extinguishers at

sales building
First Aid
Electricity room should be checked on daily basis

Working Capital Management

o Stock Management
Check meter reading
Check indent required for the day
o Credit management
o Statutory requirements
First aid box with proper medicine
Pump statutory certificate (yearly given by W&M) and
calibration is checked with 5lit CAN
Hydrometer and thermometer calibration certificate
Explosive license no. and drawing (should be displayed)
VAT registration
All proper certificates
NOC(no objection certificate)
Labor department license
Trade license
No smoking, No mobile board should be displayed
Emergency contact no. display
Customer rights board (check and fill)
Stock density, rate board
Pump attendants attendance

o SAP accounting is done for following:

Stock update (daily)

Cash receipt

Page 21

Booking sales
Stock loss
Knocking off
MIS

Field Visit for RO Study

RO visited: COCO BTM Layout
Observations:
Avg. monthly sales: MS 350 KL, HSD 250KL
Tanks :

MS=40kl

HSD=40kl

2*20 kl=40kl

2*20kl=40kl

Manpower: 42
Number of nozzles: 15

Improvements/suggestions:

DG-set crossed its service period, can be replaced if possible

No rubber mat is used in electrical room
CCTV can be provided for better vigilance
During decantation even if fire extinguishers are available, they are not
properly placed

RO visited: COCO Koramangala

Obserations:
Avg. Daily sales: MS=10kl, HSD= 7kl
Avg. Monthly sales: Ms= 300kl ,HSD=200kl
Tanks:

MS=55kl

HSD=35kl

Page 22

2*20 kl=40kl

1*15kl=15kl

1*15kl=15kl

2*10kl=20kl

No. Of nozzles=22
Manpower =32

HIGHWAY BUSINESS
Ambitious Highway Upgradation Plans to facilitate higher usage.
Improved road conditions leading to better fuel economy, operations
& freight delivery time.
Future Projection indicate substantial shifts of rail freight to road.
Future Threats:
With imminent deregulation of HSD, Pvt players expected to be
active once again.
About 60 % of the Retail Volume will be vulnerable to private players
incursion.
Highway business being attractive in terms of volumes will be the
main focus area for all players, including BPC / HPC
Relatively easy availability of land will facilitate faster spread out &
penetration by all players
Organized fleets more likely to tie-up with those Oil Cos. offering
total fuelling solutions
Low volume and private dealer network unlikely to survive

Page 23

EXPECTATIONS OF FLEET OPERATORS

Multiple offices
Decides ROs to fuel.
Estimates fuel efficiency per vehicle
Q&Q
Correct billing
Safe Parking
Cashless transactions
Emergency assistance
Vehicle tracking

NETWORKING OF ROS
In order to provide an end-to-end fuelling solution to the inter-state fleet
operators and to maintain leadership in highway retail business,
networking select ROs on Golden Quadrilateral (GQ) and North-South &
East-west corridors is very essential.
Objective:

To tap increasing potential on highways especially National Highways

Micro-focus at individual major highways by networking select COCOs
and ROs

Such ROs should be:

Located conveniently across entire length of highway

Offering products of correct Q&Q
Providing facilities and services required by the fleet owners and their
truck crew

Facilities and services to be offered at Networked ROs:

Service Offerings:

24 hours operation of ROs

Professionally trained manpower
24x7 acceptance of fleet card-with minimum 2 terminals
Xtrapower service centre (at select ROs)
Issuance of automated/DU generated bills

Page 24

SMS message to fleet operators immediately on truck fuelling

RO Automation

Facility offerings:
-

Secured parking
Toilet block for truckers
Bathing area for truckers
Rest area
MPDs
Canopy
Paved/Asphalted driveway, with good ingress and
egress

Bright lighting, including at ingress/egress and

parking area

High mast Signage

The above facilities shall be in addition to the following Mandatory facilities:

Purified drinking water

Air facility
Gents/ladies toilets for family
First Aid kit

Optional facilities:

Self-cooking space in de-licensed area

Eatery
Truck washing facility
Minor repair facility

XTRAPOWER

Xtrapower is a loyalty program launched to retain and acquire the Fleet

Customers in the Highways. XtraPower is the Counterpart program of
XtraRewards.

Page 25

It offers the convenience of cashless transactions, security and

attractive rewards to the transporters.
Its features are-

The repeated purchases are rewarded with 25 points for every Rs.
100/- purchase.

Thus value of each point is Rs. 0.01/-. The reward

points can be redeemed once they reach 80,000.

Personal Accident Insurance for

Fleet Owners (Rs. 1 Lakh Per Card subject to a

maximum of Rs. 20 Lakhs),
Driver (Rs. 50000/-)
Helpers (Rs. 25000/-), and
Co-drivers (Rs. 25000/- ) each,
2500/- Per card for owners (Max Rs 50K/-), Rs. 2500/-

Medical claim Rs

for Driver, Helper and Co-driver

Lost card liability Rs 16 000 Per card.
The fleet operators have a choice of Post-paid option (being provided

through SFL) with interest bearing credit of about 15 days.

Remote Cash Loading facility with an option for allocation of fund to

specific card/vehicle, which is unique feature of the program.

For each vehicle one smart card is issued.
Customer can earn additional loyalty points from alliances like J.K..

Tyres.
The Program also has option for web-based tracking of the vehicles,
which can improve the Fleet Utilization.
Daily sales turnover of the program has crossed Rs. 38 Cr.

The limits set by IOC for Xtrapower card users:

Max. sale in a single swipe is Rs 12,000/Daily transaction limit is Rs 24,000/Monthly transaction limit is Rs 70,000/-

XTRAREWARDS CARD

Page 26

A Non-fleet, Retail, Customer Retention

Program
This is basically an urban loyalty program in contrast to Fleet Card. It is an
Online Program, applicable for all passenger/commercial vehicles of laden
weight less than 4 Tonnes. The card consists of magnetic strip whereas in
case of Fleet card it is of Chip type.
It is a Pre-activated card whereby the customer can use it immediately he
gets it. All the applications for XtraReward cards should be sent by the RO
dealer immediately so that they reach the HO by 60 days or else the card will
be blocked automatically. The cost of the card kit is Rs.60/Advantages/reward scheme:
Here the customer gets 1 point for every Rs. 75/- purchase of petrol. The
customer can redeem 100/- once he gets 334 points.
Besides this points scheme IOCL has made alliance with some partners in
areas of Restaurants and amusement parks etc., so that the card holders get
discount which can be availed when they visit them.

NFR BUSINESS
It is a revenue generation process by providing additional services apart from
fuel under one roof, not at the extent of effecting Fuel business.
The main attributes of NFR business involved are

Non Fuel Retailing

Non Fuel Activities
Non Fuel Revenue

Various activities that are already implemented are

Food Kiosk
Flower shops
C-stores
ATMs
Insurance
PUCs
Restaurants/Dhabas etc.,

Page 27

Setting up of all of the above, require some structure to be built on the Fore
court which occupies substantial part of FC., Besides there are some NFR
activities that does not require space like Standees, Sales promoters, etc,
which sells some products like car washing products, Sun shields, etc,. which
produce revenue with almost no expenditure by the company are also
proved to be good revenue makers.

BRANDING AND SALES PROMOTION

Branding is important for any marketing company. It is the image that the
company has to form in the hearts of the customer which pulls the
customers to the outlets. So it plays the pivotal part in the business of a
company.
The Branding and Sales promotion activities are taken care by Corporate
Communication Group of HO.
Different Retail Brands of IOCL are

Page 28

IndianOil -Mother Brand

Page 29

Page 30

HOW TO IMPROVE BUSINESS AT COCO?

The prime task of a Business manager is to improve COCO sales.
COCO being an outlet operated by company officer, customers have some
natural affinity towards it, in contrast to other outlets. In-order to live to the
expectation of the customers one should ensure that the quality and
quantity(Q&Q) of fuel supplied there is at par with set standards. This
happens if we eliminate the possible forms of cheating one may do viz., short
fill, over charge etc., Once this is achieved the customer finds the COCO very
loyal he will change his perception towards the Outlet and he comes only to
it expecting the same every time.
Besides having customer loyalty, the sales of an outlet can be
improved by adding new customers , attracting them by the means of our
loyalty cards like XtraPower and XtraRewards. These cards provide incentives
to the customer, and provides facilities like insurance,etc., to fleet customers
and some discounts in restaurants to passenger/little commercial vehicle
owners in case of MS customers. This can be done by observing customers
going to our competitor outlets and talking to their owners later and
explaining them our extra facilities like parking area, rest rooms and
refreshment space etc., and inviting them to see our facilities in the outlet.
Case Study: A study of fuelling experience as a customer is made between
an BPC outlet and Shell Outlet. Here are some contrasting points that were
observed at the Shell and not in BPC.

Pump Attendant comes to the vehicle and signal the customer about

the positioning of the vehicle.

PA puts a red sign pole infront of the vehicle which indicates that

fuelling is in progress and no movement is allowed.

PA comes and greets the customer with a Namaskar

Page 31

He asks you for the fuel and its quantity. No matter how little quantity

the customer asks for he does not bother.

He shows the customer the Zero in the reading and starts filling
He gives the printed bill (to every customer even for 2 wheelers)

without asking for it and removes the sign pole.

The Air boy neither expects tips from customers nor the customers
give him.

Page 32