OF INDIA
SALES BASICS
Quick Reference Guide
OBJECTIVE
It is often the simple steps taken by the people towards the customers
that give them the desired sales experience. We can improve the
customer satisfaction by diligently delivering basic customer
expectations' across the various touch points.
Sales Basics
TABLE OF CONTENTS
SALES PROCESS
STEP 1 - PROSPECTING
11
STEP 2 - GREETING
14
STEP 3 - CONSULTING
19
22
25
STEP 6 - NEGOTIATION
28
STEP 7 - CLOSING
31
STEP 8 - DELIVERY
34
STEP 9 - FOLLOW-UP
37
40
COMPLAINT MANAGEMENT
MUST DO
ROLES & RESPONSIBILITIES
42
55
Sales Basics
Sales Basics
Sales Basics
Sales Basics
Sales Basics
Sales Basics
Follow-up
PR
Advertising
Car
Delivery
Post
Purchase
Event
Insurance
Sale
Pre-Purchase
Financial
Scheme
Website
Purchase
Test Drive
Cold Call
Dealer
Experience
Walk-in
Brochure
Sales
Promotion
Telephone
Sales Basics
PROSPECTING
GREETING
CONSULTING
PRODUCT PPT
TEST DRIVE
NEGOTIATION
CLOSING
VEHICLE DELIVERY
FOLLOW-UP
Sales Basics
2
8
1
5
Customer Entry
Prospecting
Product Presentation
Closing
Greeting
Test Drive
Accessory Display
Consulting
Negotiation
Cashier
10
Sales Basics
1. Prospecting
9. Follow-up
2. Greeting
8. Vehicle
Delivery
3. Consulting
4. Product
Presentation
7. Closing
6. Negotiation/
Quotation
5. Test Drive
11
Sales Basics
PROSPECTING
Responsibility Holder
CRE
SC
Generate leads.
Prioritize the leads:
12
Sales Basics
PROSPECTING
RESPONSIBILITY
HOW TO
Sales Consultant
Team Leader/Sales
Manager/CRE
Sales Consultant
Sales Consultant/CRE
Sales Consultant
Fix an appointment
CRE-Tele in Calls/Sales
Consultant- Walk-in
Sales Consultant/CRE-Tele in
calls
Generate leads
13
Sales Basics
1. Prospecting
9. Follow-up
2. Greeting
8. Vehicle
Delivery
3. Consulting
4. Product
Presentation
7. Closing
6. Negotiation/
Quotation
5. Test Drive
14
Sales Basics
GREETING
Responsibility Holder
ALL EMPLOYEES
SECURITY
courteous manner.
Assist the customer.
Listen patiently to the customer.
Identify the customer s needs and direct the call appropriately:
- Inform the name of the person to whom the call is being transferred
- Do not make the customer to hold longer than 30 seconds
- Capture the customer details and arrange a call back
15
Sales Basics
GREETING
RESPONSIBILITY
Receptionist
Answer all telephone
calls within the third
ring
HOW TO
All members
Receptionist/CRE
Receptionist
Receptionist
Receptionist/CRE
Listen patiently to
the customer
Identify the
customer s needs
and direct the call
appropriately
16
Sales Basics
GREETING
Responsibility Holder
ALL EMPLOYEES
SECURITY
IN THE SHOWROOM
Greet the customer immediately upon his/her arrival
Security, Receptionist,
Showroom staff.
Introduce yourself.
17
Sales Basics
GREETING
IN THE SHOWROOM
RESPONSIBILITY
HOW TO
Receptionist/CRE
Introduce yourself
Receptionist/CRE
Receptionist/CRE
Receptionist/CRE
Receptionist /SC
18
Sales Basics
1. Prospecting
9. Follow-up
2. Greeting
8. Vehicle
Delivery
3. Consulting
4. Product
Presentation
7. Closing
6. Negotiation/
Quotation
5. Test Drive
19
Sales Basics
CONSULTING
Responsibility Holder
SC
TEAM LEADER
20
Sales Basics
CONSULTING
RESPONSIBILITY
HOW TO
Sales Consultant
Sales Consultant
Sales Consultant
Sales Consultant
Recommend a suitable
model and handover
brochure
Sales Consultant
21
Sales Basics
1. Prospecting
9. Follow-up
2. Greeting
8. Vehicle
Delivery
3. Consulting
4. Product
Presentation
7. Closing
6. Negotiation/
Quotation
5. Test Drive
22
Sales Basics
PRODUCT PRESENTATION
Responsibility Holder
SC
5 Step Demo
Position 1
Front
Position 2
Engine
Position 3
Position 4
Rear
Position 5
Driver Seat
TEAM LEADER
4
5
customer needs
Demonstrate the product in 5 steps. Explain these features.
Let the customer touch and feel the product.
Reiterate NISSAN advantages (brand/quality, etc.)
Address all Queries/Objections of the Customers.
Take the Customer for a Test Drive.
23
Sales Basics
PRODUCT PRESENTATION
RESPONSIBILITY
HOW TO
Sales Consultant
Sales Consultant
Demonstrate the
product in 5 steps
Sales Consultant
Sales Consultant
Sales Consultant
Reiterate Nissan
advantages
24
Sales Basics
1. Prospecting
9. Follow-up
2. Greeting
8. Vehicle
Delivery
3. Consulting
4. Product
Presentation
7. Closing
6. Negotiation/
Quotation
5. Test Drive
25
Sales Basics
TEST DRIVE
Responsibility Holder
SC
TD IN-CHARGE
drive.
Explain all the controls to the customer before starting.
Drive the car yourself first.
Reiterate the vehicle s key features and benefits.
Record the demonstration for quality and training purpose.
Confirm with the customer that the vehicle meets his/her
needs.
26
Sales Basics
TEST DRIVE
RESPONSIBILITY
HOW TO
Ensure Test
Drive Vehicle
is in Excellent
condition
Sales
Consultant &
Test Drive
In-charge
Take a
predefined
route
Sales
Consultant
Sales
Consultant
Sales
Consultant
CRE / Customer
Relation Manager
Reiterate the
vehicle s key
features and
benefits
Customer
Feedback
on Test Drive
Experience
27
Sales Basics
1. Prospecting
9. Follow-up
2. Greeting
8. Vehicle
Delivery
3. Consulting
4. Product
Presentation
7. Closing
6. Negotiation/
Quotation
5. Test Drive
28
Sales Basics
NEGOTIATION
Responsibility Holder
SC / TL
SALES MANAGER
29
Sales Basics
NEGOTIATION
HOW TO
RESPONSIBILITY
Confirm the
customer s needs
Sales Consultant
Sales Consultant
Sales Consultant
Sales Consultant
Sales Consultant
Give quotation to
the customer
30
Sales Basics
1. Prospecting
9. Follow-up
2. Greeting
8. Vehicle
Delivery
3. Consulting
4. Product
Presentation
7. Closing
6. Negotiation/
Quotation
5. Test Drive
31
Sales Basics
CLOSING
Responsibility Holder
SC / TL
SALES MANAGER
32
Sales Basics
CLOSING
RESPONSIBILITY
HOW TO
Sales Consultant
Sales Consultant
Sales Consultant
Sales Consultant
Sales Consultant
33
Sales Basics
1. Prospecting
9. Follow-up
2. Greeting
8. Vehicle
Delivery
3. Consulting
4. Product
Presentation
7. Closing
6. Negotiation/
Quotation
5. Test Drive
34
Sales Basics
VEHICLE DELIVERY
Responsibility Holder
SC/DELIVERY IN-CHARGE
SALES MANAGER
SERVICE STAFF
delivery time.
Keep all the documents ready before customer arrival.
Conduct a delivery ceremony.
Demonstrate the vehicle features and maintenance schedule.
Introduce to service colleagues.
Determine the customer s preference for follow-up.
Thank the customer and escort till the exit.
35
Sales Basics
VEHICLE DELIVERY
RESPONSIBILITY
HOW TO
Confirm vehicle
availability at the
dealership 7 days
prior to delivery
Sales Consultant
/ Delivery
In-charge
Sales Consultant/
Stockyard
In-charge/Delivery
In-charge
Sales Consultant
/ Delivery
In-charge
Conduct a delivery
ceremony
Sales Consultant
Determine the
customer s
preference for
follow-up
Sales Consultant
Ensure vehicle
readiness with
Accessory fitment
2 hours prior to
the delivery time
36
Sales Basics
1. Prospecting
9. Follow-up
2. Greeting
8. Vehicle
Delivery
3. Consulting
4. Product
Presentation
7. Closing
6. Negotiation/
Quotation
5. Test Drive
37
Sales Basics
FOLLOW-UP
Responsibility Holder
CRE / CRM / SC
SALES MANAGER
38
Sales Basics
FOLLOW-UP
RESPONSIBILITY
HOW TO
Contact the
customer after 3
days of delivery
CRE/CRM
Seek an
appointment if the
customer is busy
Sales Consultant
Sales Consultant
Sales Consultant
Sales Consultant
Thank the
customer for
purchasing the
vehicle
Record Voice of
customer
Follow up every
quarter with the
customer
39
Sales Basics
COMPLAINT MANAGEMENT
Responsibility Holder
SC / CRM
TEAM LEADER
SALES MANAGER
40
Sales Basics
COMPLAINT MANAGEMENT
RESPONSIBILITY
HOW TO
Handle the
customer s
complaints as a top
priority
CRE / CRM
Check your
understanding of
the concern with
the customer
CRE/CRM
CRM/Concerned
Sales and
Service Staff
CRE/CRM
CRM
Co-ordinate with
concerned
department
to resolve
the issue
Record the status
and conclusion of
the complaint
Analyze the nature
of complaint and
report to
management
41
Sales Basics
42
Sales Basics
43
Sales Basics
SHOWROOM ORGANISATION
All Model Display
44
Sales Basics
There should be
no stickers on the
windshield.
Use only
Genuine
accessories
in the Display
Vehicle.
NO Paper mats to be
Stains
mats.
45
Sales Basics
Tyres to be always
46
Sales Basics
SHOWROOM ORGANISATION
47
Sales Basics
SHOWROOM ORGANISATION
48
Sales Basics
SHOWROOM ORGANISATION
49
Sales Basics
50
Sales Basics
SHIRT
TIE
White
Grey
BLAZER
TROUSER
Dark Grey
Dark Grey
SHOES
Black
Leather
51
Sales Basics
SHIRT
TIE/
SCARF
White
White
TROUSER
Dark Grey
SHOES
Black
Leather
52
BLAZER
Dark Grey
Sales Basics
SHIRT
TIE
Sky Blue
Blue
(Optional)
TROUSER
Navy Blue
BLAZER
Navy Blue
(Optional)
SHOES
Black
Leather
53
Sales Basics
BLAZER
Dark Grey
SHIRT
Sky Blue
SHOES
Black
Leather
TROUSER
Navy Blue
54
Sales Basics
PROSPECTING
GREETING
Walk-in / Call-in
Register
Call / E-mail
Scripts
- Receptionist
Receptionist
CRE
CONSULTING
PRODUCT
PRESENTATION
TEST DRIVE
Business Card
Handover
6-Step Demo
Procedure
TD Availability
Checksheet
- SC
- SC
- SC
Route Map
DMS
Data Entry
Operator
Walk-in / Call-in
Register
- Receptionist
SC Availability
Chart
HR Manager
Brochures
55
Additional
Leaflets,
Accessories
List
- SC
TD Vehicle
Condition Check
sheet - SC
TD Guideline
Usage
TD Feedback
Form
- CRE/CRM
Sales Basics
AT DIFFERENT STAGES
NEGOTIATION
CLOSING
Price list
Order Booking
Form
- SC
- SC
VEHICLE
DELIVERY
New Vehicle
Readiness
Checksheet
Delivery
In-charge
- SC
Customer
Document
File
- SC
PSF CALL
SCHEDULE
- CRE
POST Booking
PSFU Script
FOLLOW-UP
Invoice
RTO
Insurance
QRG
Owner Manual
- CRE
N+3 Days
PSFU Script
- CRE
Finance
Documents
Requirement
- SC
Registration
Documents
- SC
Delivery
Ceremony
Preparation
SC / CRM
56
N+21 Days
PSFU Script
COMPLAINT
MGMT
Customer
Complaint
Tracker - CRE
Satisfaction
Note for
Complaint
Resolution
Customer
Complaint
Countermeasure
Sheet
CRM/SM
- CRE
Sales Basics
ANNEXURES
57
Sales Basics
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
NISSAN GROUP
OF INDIA
Disclaimer
Distributed by: Network Performance Team, Nissan Motor India Pvt. Ltd. - 4th Floor, Tower 3,
Equinox Business Park, off Bandra- Kurla Complex, LBS Marg, Kurla West, Mumbai - 400070.