business report on rajpath hyundai
TRANSCRIPT
BUSINESS REPORT
ON
RAJPATH HYUNDAI
Submitted by – Aakash Chaudhary
BBA Part III Sec- B
DECLARATION
I Aakash Chaudhary do hereby declare that the project report
entitled “Rajpath Hyundai” being submitted to Center ESBM
MDS University, Ajmer is my own piece of work and it has not been
submitted to any other institute or published at any time before.
Aakash ChaudharyBBA Part IIICenter ESBMMDS UniversityAjmer
Acknowledgment
First of all I would to thank Mr Vijay Trivedi, manager of Rajpath
Hyundai who permits me to complete my report on Rajpath Hyundai. He
guides me and assists me on each and every step and act as a mentor to
me. I would also like to thank Ms. Priyanka Mathur (receptionist cum sales executive) who taught me working of the sales department and other
necessary things important for my report
Last but not the least I would like to thank Center for
Entrepreneurship and small business management and Professor R.S
Mathur who gives us this opportunity to work as a part of a company and
learn the functioning of it.
CONTENTS
1. INTRODUCTION
Insight to Indian automobile industry
Hyundai Motors
Hyundai Motors Indian Limited (HMIL)
2. CRITERIA of DEALERSHIP
3. PURCHASE OF CARS BY RAJPATH HYUNDAI
4. PROCEDURE OF INCOMING STOCK
5. WORKING OF RAJPATH HYUNDAI
SALES
FINANCE
SERVICING
6. CAR MODELS
Hyundai Santro
Hyundai i10
Hyundai Verna
Hyundai Accent
Hyundai Sonata
Hyundai Elantra
Hyundai Tucson
Hyundai Getz Prime
Hyundai i20
An Insight to Indian Automobile Industry
With the first car launch in the year 1898, Indian automobile industry has grown leaps and bounds. At present it holds the 4 position in the world for commercial vehicles, withstanding a growth rate of 18% per annum and an annual production of more than 2 million units. Indian automobile industry is the 9th largest industry in the world with a production of 2.3 million in 2008. With the expansion of Indian automotive market over period of time the segmentation of car models came in to existence based on cars defining characteristics namely:-
Size Performance Price
The change in the automotive sector can be shown as follows
1983 scenario-
Number of manufacturers- 2Annual vehicle sales - 20000Number of models – 2
2006 scenario-
Number of manufacturers- 13Annual vehicle sales- 10,22,793
Number of models- 44
2009 scenario- Number of manufacturers- 15
Annual vehicle sales- 19,79,624 Number of models- 53
Graph showing increase in car sales from 1983→2006→2009
The above data gives a clear view of the rise in Indian automobile industry from 1983→2006→2009. in 2009 the sales increases almost 100% from 2006.
However with continuing growth of market, Society of Indian automotive manufacturers (SIAM) implemented the segmentation of cars on the basis ‘Length of the cars’.
Car segmentation as per SIAM-
A1 (mini – upto 3400 mm) : Maruti 800
A2 (compact – upto 3401 to 4000 mm) : Santro, i10, Indica, Palio
A3 (mid-size 4001 to 4500 mm) : Accent, Lancer, Verna, Esteem
A4 (executive – 4501 to 4700 mm) : Elantra, Octavia, Laura, Civic
A5 (premium – 4701 to 5000 mm) : Sonata, Acoord, Teana
A6 (luxury – 5001 mm to above) : s class ( Mercedes Benz, Audi)
C (van type) : Omni, Versa
B2 (passenger carrier) : Tavera, Innova, Tata Sumo
SUV’s : Tucson, Safari, Mahindra
HYUNDAI MOTORS
Introduction- Founded in 1967, Hyundai motor company is one of the youngest auto- maker. In its short history, it has grown to become one of the leading automobile manufacturers in the world. In its 4 decades old journey, Hyundai motors has emerged as the world’s 4 largest car maker in terms of units sold. Head- quarted in Seoul Hyundai operates the world’s largest automobile manufacturing facility in ulsan, which is capable of producing 1.6 million cars annually. Hyundai not only created history with the launch of santro, but also repeated it with the launch of the popular hatch I 10 and I 20. Cortina is Hyundai’s first car model launched in 1968 in collaboration with ford motors. Pony is also other important car from Hyundai’s stable.
GLOBAL EXISTENCE-
Company’s head office is located in Yangiae-dong, Seoul, Korea
Hyundai’s milestones –
1947: The Hyundai Group is founded by Chung Ju-yung as a construction company. The company, Hyundai Civil Works Co. is formally established on May 25, 1947.
1967 : Hyundai motor company founded in seoul (south korea)
1968 : licensing agreement signed with ford
1968 : cortina, first car launched
1975 : PONY first Korean car was launched
1986 : sales in U.S.A commences
1988 : Sonata Launched
1996 : cumulative exports surpass 4 million units, cumulative production surpass 10 million units
1998 : Hyundai motors India limited was launched at Chennai with its plant in Irrungattukatoi.
1999 : selected as the official sponsor of 2002 FIFA world cup
2004 : Hyundai ranked as the 2 best compact car in the world
2007 : I10 was launched, the much awaited car.
2009 : I20 was launched.
As per consumer report survey- U.S.A Hyundai sonata is considered “the most reliable vehicle in 2004”. With only 2 problems per 100 units.
Global sales ranking:
Ranking Automaker 2005 Global Sales1. General motors 8,381,8052. Toyota motors corp. 8,120,0003. Ford Motors corp. 6,208,7004. Hyundai motors co. 5,242,7935. Daimiler Chrysler 4,854,7006. Volkswagon AG 3,715,0957. Nissan Motor co. 3,597,7488. PSA/ Peigeot- citrogen SA 3,390,0009. Honda motor co. 3,365,00010. Renault 2,533,428
Hyundai motor company has a brand value of approximate US $ 4.45 billion in 2007, with a sale of 5.2 millions world wide
It is sold in 193 countries through a network of over 5000 dealerships.
2006 Ideal Vehicle Brand – Hyundai – Auto Pacific- U.S.A
Type - Public (KRX: 005380,LSE: HYUD).
Founded - 1967
Founder(s) - Chung Ju-Yung
Headquarters - Seoul, South Korea
Area served - International
Key people - Chung Mong-Koo, Chairman and CEO Industry
Automobile manufacturer
Products - Automobiles
Revenue ▲ ₩32.1 trillion (2008)
Net income ▲ ₩1.4 trillion (2008)
Employees - 75,000 (as of March 31, 2009)
Parent - Hyundai Kia Automotive Group
Website - HyundaiMotor.com
P.T.O
Hyundai Motor India Limited
The Hyundai Motor India limited (HMIL) was established in 1996 at Irrugattakottam near Chennai, constructed at a total cost of US $ 614 million. The plant has an insatalled capacity of 2,50,000 cars per annum production and 1,30,000 engine transmission units per annum.
Picturesque view of the plant in Chennai.
Horizons to the world of HMIL
1999 → Accent is launched→ santro wins business standard motoring “car of the year”
2000 → santro zip drive was launched→ santro crosses 1 lakh car sales
2001 → Hyundai launched its 2,00,000th lakh car in 32nd month→ santro ranked no 1 in JD power Asia pacific “initial quality study”→ both santro and accent ranked 1st in JD power Asia Pacific “Best Appeal”
2002 → HMIL launched its 3,00,000th car.→ HMIL launches Accent crdi→ HMIL also launched its 3,50,000th car in the same year
2003 → 4,00,000th car is rolled out→ HMIL launches its premium SUV, Terracan→ HMIL launches Santro xing “The Global car”
2004 → launch of getz→ santro crossed the 1,00,000th mark in vehicle exports and emerged as the largest
exporter 2005 → launch of sonata emberaa
→ sania mirza was selected as the brand ambassador of Getz.
2006 → HMIL rolled out the fastest 10,00,000th car→ Santro crosses the million mark→ plant was enhanced to 6,00,000 production per annum
2007 → Verna was awarded the car of the year- overdrive→ export of 4,00,000th car
2008 → i10 awarded the car of the year by NDTV Profit, CNBC and overdrive magazine→ i20 launched→ HMIL reaches the milestone of producing the fastest 2 million cars
2009 → i20 adjudged “family hatback of the year→ HMIL reaches 25 lacs car production→ HMIL won the Gold award for the best car dealer in india
RAJPATH
HYUNDAI
The fast growing Hyundai automobile industry took a large step and
introduces itself to the holy city of Ajmer, by the opening of Rajpath Hyundai in
1998. It brought a boon in the small cars market of the city and gives tough
competition to Maruti Suzuki on which people “count”.
Rajpath Hyundai is located at Ghooghra Ghaati, Jaipur Road, with its ownership
under the hands of Mr. Lekhraj Jagwani of Jaipur, who is also the owner of Rajpath
Hyundai Jaipur. At Ajmer, Rajpath Hyundai runs under due vigilance of a venerable
personality Mr. Vijay Trivedi, Manager of the firm.
Rajpath Hyundai an Outlook:
Owner – Mr. Lekhraj Jagwani
Manager – Mr. Vijay Trivedi
Operating staff – under sales and insurance department there are 8
employees and service department 42 employees are working currently.
Rajpath Hyundai is the first and the biggest dealership in Rajasthan. It has
gained a good ranking in services.
Rajpath Hyundai has also achieved sales award from HDFC for its
“outstanding contribution and commitment” to HDFC.
Rajpath Hyundai believes in the basic concept of “working together to
win” because of which it is progressing towards the path of success.
CRITERIA OF
DEALERSHIP
To obtain the dealership of Hyundai is not an easy task. The interested parties have
to fulfill certain requirements and follow certain guidelines.
There are certain criteria’s by which one can obtain the dealership of Hyundai.
Some of the major guidelines are-
1.) Showroom:-
The showroom has to be located in a healthy and clean environment and
within the reach of the people, making it out of reach of the people. The showroom
should also not be located in the midst of the city, causing problems in transportation
of the vehicles. Hence, highway is the most suitable location as there isn’t any
problem of traffic, noise and transport. So the customers can easily go for a test
drive.
2.) Capital of the firm –
The firm should have a minimum capital ranging between Rs 1.5 to Rs 2 crore.
3.) Workshop-
As the dealer would mainly deal with the service and sales operations of the
Hyundai vehicles. It is required that the firm must have a sufficient space to carry
out the service operations conveniently, which include washing, cleaning, and
maintenance of parts of the cars.
4.) Availability of man power –
The firm must have a workforce of at least of 30 employees which includes
the manager of sales department, the manager of service department, sales executive
6 in number, receptionist, and minimum 15 service operators and remaining will be
the operating staff working under the sales and service department.
5.) Interior of the showroom –
The interior of the showroom makes a great impact over the minds of a
customer. Hence, following points must be taken into consideration –
1) The floor tiles should be Grey and White in color.
2) The showroom must have enough space to keep a stock of at least 6- 8
cars at a time.
3) The place must be kept clean.
4) There should be sufficient space between cars so that the driver’s side
gate can be opened easily.
5) There should be a waiting lounge/lobby for the convenience of the
customers.
6) In the middle of the showroom a broad passage should be there so that
the car purchased by the customer can easily move out.
7) The wall should painted in deep sea blue color embedded with
HYUNDAI on it.
One who fulfills the above criteria obtains the dealership.
PROCEDURE FOR OBTAINING DEALERSHIP
HMIL publishes a newspaper advertisement for its dealership mentioning
the requirements.
Applicants can submits their forms along with the necessary details at the
HMIL head office , Chennai.
HMIL selects few forms that fulfill the mentioned requirements and call
the selected applicants for an interview.
One who fulfills the entire requirement and above mentioned criteria’s is
allotted the dealership.
PURCHASE OF CARS/STOCK -
Purchase of cars by Rajpath Hyundai is done on a loan basis, for this the firm
has a collaboraation with HDFC bank and Sundaram finance from where the
firm borrows loan to buy cars from HMIL, the payment is made by the bank
itself or the finance company to HMIL. Rajpath Hyundai then deposits some
fixed amount(nearly 25 % or 33% of the amount) with the finance company
and then the remaining amount is to be paid in equal installments
PROCEDURE
For
INCOMING STOCK
Rajpath Hyundai decides the number of cars to be purchased on the basis
of color, choice, model, demand of customer.
Then an order has to be placed with the main factory i.e. HMIL situated at
Irrungattupotai, Chennai.
The firm then borrows a loan from the finance company to purchase its
stock, it deposits some nominal amount (25% or 33%) with the finance
company and then payment is made to HMIL by the finance company.
The cars in transit are then insured by HMIL.
After insurance the cars are then send by the means of road transport to the
firm.
The firm workers then unload the cars and place them safely in Rajpath
Hyundai’s premises.
Working Of Rajpath Hyundai -
To facilitate Systematic and Convenient working the whole work of Rajpath
Hyundai is divided into three departments. These three departments work
simultaneously and efficiently for the smooth running of the firm and to achieve its
targets.
These departments are namely-
1. Sales
2. Finance
3. Service
Departments
Sales Finance Service
SALES
Before looking into the sales process we will first look into the sales concept.
Selling – Selling is try make sales by persuading to buy one’s product or service.
From a management viewpoint it is thought of as a part of marketing. Selling is
considered as a “persuading art”.
Rajpath Hyundai follows the below mentioned key elements to gain success in
Sales–
Aiming at Win – Win situation
Creating confidence
Building confidence
Identifying and understanding the needs of the customer
Supporting the customer
Building customer enthusiasm
6 Step Customer Care Sales
Process-
The 6 step consumer care process is an essential part of the sales process of HMIL.
The HMIL believes every dealership to follow this process and Rajpath Hyundai is
doing so with utmost efficiency.
Generally, the customers don’t follow the 6 step customer care
sales process. Its the duty of Rajpath Hyundai sales executive to guide the customer
on the right track of order to follow the 6 step customer care sales process.
6 step customer care sales process
A.) RECEPTION - is the first step of the consumer care sales process. It includes-
Greet and meet
Consultation
The customer care sales process starts with reception (greet and meet)
Here the sales executive interacts with the customer, the customer then tells him
about his desire, choice, color he wants in his car.
The process of reception is incomplete without “Effective Communication”.
Reception
Follow - up
Delivery
Negotiation &
Closing
Test Drive
Vehicle Presentati
on
Consumer care sales process
Effective communication includes –
PERCENTAGE SHARE OF CHANNEL IN PIE-CHART FORM -
WORDS – it includes formation of words, written or oral
VOICE – it includes the term of voice, pitch , voice clarity
BODY LANGUAGE – it includes eye contact, facial expressions and
gestures, body language etc.
Elements
Words Voice Body Language
Reception of customer includes open and closed question-
Open questions - open questions motivates the customers to speak and are
used for collecting info, starting with “5W’s” and “1H”-
1) What?
2) Where?
3) When?
4) Why?
5) Who?
6) How?
Closed Question’s - Closed questions are asked when, why and want
specific answers info from the customer.
1) Can?
2) If?
3) Are?
4) Would?
B.) VEHICLE PRESENTATION -
Vehicle presentation is the first opportunity given by the prospect to show your
product. It is an opportunity where we can give prospect a feel of the product,
time to evaluate the product, make the product desirable and remove the
uncertainties from his or her mind.
A “professional presentation” is the most effective selling tool of the sales
consultant. It has been made sure that the vehicle presentation has been done for all
the prospects and the skills have been continuously built to do a better job every
time.
Preparation for presentation -
1) The vehicle presented should be kept clean
2) Steering wheel should be adjusted to the highest position.
3) Make sure all seat backs should be adjusted upto a natural seating angle.
4) Hyundai sales consultants should have possession of keys.
5) Slide, driver’s seat backwards.
6) Adjust the height of the seat cushion to the lowest position.
7) Tune to available radio frequency and have cassette, CD, VCD or DVD at the
ready to demonstrate the stereo system.
8) Make sure there are no sundry articles scattered on the seats or in the trunk.
9) Make sure the vehicle’s battery is fully charged.
10) Adapt feature’s (FAB)-
F – Vehicle features
A – Vehicle advantages
B – Customer benefits
C.) TEST DRIVE –
The test drive is a logical and natural expansion of the consultation and
vehicle presentation steps. By giving customers the opportunity to personal why
experience the vehicle; the firm can bring the vehicle to life for them.
Setting off:
Explain to customer that you would begin the drive.
Explain the route
The time taken
Check if this is ok.
Invite family to come along.
Check who all would like to drive.
Open appropriate door for customer.
Put on seat belt and request customer to put on seat belt.
Adjust seats and mirrors.
D.) NEGOTIATION AND CLOSING -
This is a critical point of the sales process, where the trust built so far by the
sales person will pay off.
OBJECTION HANDLING –
Hyundai sales consultants – “is this the right car for you?”
Customer – “sorry, it is not what I need…..”
Not a real objection
Go back to need analysis.
OBJECTION HANDLING TECHNIQUES -
1) Listen
2) Questions
3) Convert
4) Weigh
5) Mirror
6) Acknowledge
7) Steer Away
CLOSING TECHNIQUE -
4) Positive assumption close
5) Two close choice
6) Open questions then silence.
7) Step by step
Before asking for the order-
1) Did I build confidence with this customer throughout the entire process?
2) Did I assess the needs of these customers and identify them correctly.
3) Did I give him/ her enthusiastic customer focused product presentation.
4) Did I handle all the concerns in a professional way? Open and honestly?
E.) Delivery-
Overview_ The vehicle delivery step of the “Hyundai 6 step customer
care sales process” is the most exciting time for the customer. A positive
foundation for a long term business relationship will be established when a
customer is pleased with the memorable handover experience.
Delivery Process:
Pre Delivery Preparations : the Hyundai sales consultant should make vehicle delivery appointment with the customer in advance. The Hyundai consultant should reconfirm the date of purchase one day before. The Hyundai sales consultant should prepare all the paper works before hand to make the delivery more efficient for the customer.
Transition to service : introduce the service manager or the service advisor to the customer. Explain the maintenance booklet and how to use it to the customer. Explain routine maintenance inspection. Explain the contents of the warranty information booklet and how to use it.
Building a long term business relationship : the Hyundai sales consultant should explain the follow-up process to the consumer. The Hyundai sales consultant should determined the customer preference for follow-up. Escort the customer to the exit of the dealership. Document the customers, information in the customer file. Send a thank you letter to the customer from the dealership.
Delivery ceremony: the delivery ceremony includes greetings with customer with bouquets, sweets, cards etc.
Delivery Process
Pre - DeliveryPreparations
Greetings,Documents handover
&Delivery ceremony
After Delivery
Follow – up: the Hyundai sales consultant should make a follow up phone call to the customer within 3 days, after delivery and keep a record to the follow up. Calls can be made on a monthly basis to the customer. Letter can also be sand with a questionnaire to the customer.
Periodic follow – up : the Hyundai sales consultant should contact the customer at least once every thrice months via e-mail, direct call, direct mail to ensure on going relationship with the customer. Ask the customer about his/her vehicle and its condition and remind the customer about periodic maintenance. Send greeting cards or SMS on festivals or on the customer’s birthday. Invite the customer’s for the promotion events.
P.T.O
RAJPATH’S STOCK REPORT
S.NO MODEL STOCK STOCK IN TRANSIT
PENDING BOOKING REMAINING
Selling Techniques : Some of the basic selling techniques used by Rajpath Hyundai for the promotion of its sales are-
1) City camps - Rajpath Hyundai organizes sales camps in different part of the city to promote their sales, the test drives, other details about the car can be taken. These camps are organized on the basis of territory, region in ajmer. The major sales territories are Ajmer city, Beawer, Kishnagarh and Nasirabad.
2) Newspaper advertisement : newspaper advertisements are also given in the daily, weekly, territorial on regional newspaper.
3) Printed Hoardings : Printed Hoardings area also used to display a model. They are a cheap source of advertising.
4) Radio/ FM : with the advancement in mass media, FM’s (frequency modulation) are also becoming a popular way of advertising a car, and Rajpath Hyundai is using it.
5) Local cable network : local channels, TV- network are also used to attract customer.
FINANCE
The finance activities in Rajpath Hyundai are related to providing financial assistance to the customer if he is not been able to pay the full amount at a time. Financing of cars is a new concept and is very popular in current scenario. Rajpath Hyundai has its collaboration with HDFC bank and Sundaram finance if a customer wants assistance from Rajpath itself or a customer can do it with a financial institution of his choice also.
Some basic Terminologies in Finance:
1) Auto finance: Loan on instalments for purchase of cars
2) Loan to value: Ratio of loan amount to the invoice price
3) Tenor: Period during which loan amount is repaid to bank by thr way of EMI’s
4) EMI: Equated monthly installments, to be paid by the customer if he purchases a car on loan
5) Rack Rate: Published rate of interest by the finance company to be availed by
the customer
6) Subvention: Retail finance support to customer( through the financer, dealer or the manufacturer) in order to reduce the interest and make scheme more attractive.
7) Margin/ Down payment: the portion of the price of car which is not financed
and paid by the borrower at the time of purchasing itself
8) Discounts: dealer subvention, financier payout (% on loan amount), manufacturer subvention.
Equated Monthly Installment (EMI) Calculations:
The Every month installment (EMI) depends on three things:
1) Tenure: the time period for which the amount is borrowed2) Interest: the rate at which the amount is borrowed
3) Loan Amount: the amount which is borrowed.
The Financial EMI depends on the usage of subventions
EMI is calculated as:
EMI per lakh * loan amount in lakhs e.g 3600 * 2.5 = 9000
Where in 3200 per lakh EMI for three years at 10% interest rate and 2.5 is loan amount in lakhs.
Financial Process:
Firstly, an introduction of customer is taken. Here sibble is checked which is a kind of software with the help of which the firm comes to know about whether the customer is a non- starter from any bank or not. If it comes out to be negative then no further proceedings is done.
All the basic formalities are complicated like ration card, permanent address notice are duly submitted.
After this field investigations (FI) and telephone verification (TV) is done. If it comes out to be positive, then further proceedings is done and vice-versa.
In the next step, the firm asks about the tenure that he wants (36 months or 24 months) and guides him about the interest rates about EMI.
If the customer agrees with the interest rates then agreements is signed.
60-85% finance is given to the customer government servants- upto 85%, and to business persons it depends upon returns.
Field Investigation (FI):
It is the process where the insurance companies executives does a detailed investigation regarding the customer. He gathers all the information from customer’s relatives, family and known persons. The information is collected in respect of-
Whether his family knows about the transaction or not.
Whether he is a non- statutory, defaulter or not.
Whether he is an insolvent or not.
Whether he is mentally sound or not.
Telephone Verification:
Telephone verification is another process where the Hyundai sales consultant collects the information regarding the customer by making telephone calls. He makes a communication with the customer’s family and relatives. Telephone verification is less time consuming and a cheap process than field investigation. The major disadvantage of this process is, that no direct contact can be made and wrong information can be supplied from the other side.
For buying a car on loan certain eligibility’s has been designed they are:
ELIGIBILITY:
CATEGORY MARKET NORMS1) Salaried Employees Age- minimum 21 years and
maximum- 65 years (on loan maturity)
Job category- minimum 1 year in current employment. Employees of state or central government, PSU’s, private sector companies and reputed established. Some bankers/ financers also have a list of pre approved organization.Income- minimum annual gross income of rs. 1 lakh per annum.Residential status- owned/ rented company provided should have telephone at residence staying at least for 2 years. Landline/ mobile/residence.
2) Self Employed Age: minimum 21 years and maximum 58 years.Job- Category: minimum 2 years in current business or profession continuity of jobs.Income: minimum net profit of rs. 60000 thousand for small cars and rs. 1 lakh for mid-sized and premium cars. Residential status- owned/rented/company provided should have telephone at residence/office.
Documents Check List: Below mentioned is a check list of all the major requirements needed at the time of purchasing a car for different categories:
S.NO Individual Salaried Self Employed
Finance Case
1 Salary Slip2 Form 163 Last 3 year
IT revenue4 Sign
Verification/ photo id
5 Address proof
6 Pan no.7 Photograph8 Post Date
Cheques9 Insurance
Cover Note10 6- months
Bank statement
11 Authority letter to take delivery
P.T.O
SERVICING
CUSTOMER CARE PROGRAMME - Under this program following areas are covered:
1. Complaint’s Management
2. Quick Sharing Of Complaint
3. Closing Document
4. Letter Of Communication
5. Complaint’s Management Using GDMS
6. Data Clearing In GDMS
7. Customer Satisfaction Surveys
8. Technical Training And Warranty Policy
9. Familiarization With Workshop Equipments
CR-HQ CALL CENTER R.O. DEALER
Update in GSM
COMPLAINT MANAGEMENT -
ACKNOWLEDGE OF COMPLAINTS AT HMIL -
Receiving complaint’s & ensure all complaint’s are registered.
Registration of call center complaint’s & headquarters complaint’s in GCRM
From GCRM to GDMS(After 1\2 hours) Receives GDMS
<cr executives>
<Service manager><Sales manager>
Complex resolution
Update in GDMS<CR executive>
Daily information through mail to APSM\ASM&RO, CR coordination
Closing satisfactory note To RO CR coordinator
TELEPHONE E-MAIL LETTER BOX CALL CENTERVerbal Auto-reply Manual reply Verbal acknowledgeAcknowledge
DOCUMENT OF CLOSING COMPLAINTS-
1) Letter Appetent
2) Letter Clarification
3) E-Mail Appointments
4) Pair Order
5) Regional Office Remarks
6) Other (Specify In Remarks)
All the complaint’s need to be cleared in GDMS and a copy enclosing
documents are to be sent to the concerned regional Customer Relations
(CR) coordinator.
SMS are also an effective way of quick sharing of complaints.
Customers can register themselves with customer relation(cr) through SMS
and discuss these issues.
FILING OF Complaint’s AT DEALERSHIP -
All complaint’s received dealership by Regional Office (RO’s) should be
field
Index of complaints should be made.
Open and closed document should be filed specify
Closing document to be attached with every closed complaints
Complaints to be filed as per the control member.
Separate filter to be mentioned for complaints received in JDP call
complaint.
FREE SERVICE SHEDULES -
Time of service according to distance covered or time lapsed.
Distance Time
1200-1500 kms . Within 2 months from date of delivery
9000-10000kms. Within 6 months from date of delivery
19000-20000kms. Within 12 months from date of delivery
The duration of free service is normally of 3 hours whereas of paid service it is
extended to 4 hours.
List of activities to be performed at the time of service -
Engine oil change
Spark plug cleaning
Air filter cleaning
Tyre cleaning
Tyre rotate
Engine coolant level check
Electrical system check
Washing and cleaning
WARRANTY
Online extended warranty
Objective – Hassle free process & immediate printing of certificates.
Methodology – Customer pays to dealer, dealer purchase information online &
prints the extended warranty certificate.
Warranty policy (HMIL)-
MODEL BASIC WARRANTY
Santro 2 years/unlimited mileage
i10/i20 2 years/unlimited mileage
Accent 2 years/unlimited mileage
Verna 2 years/unlimited mileage
Sonata 2 years/unlimited mileage
Tucson 2 years/unlimited mileages
Not covered in extended warranty-
Normal maintenance service
Clearing & polishing adjustment
Fabrication engine airing filter
Coolant, replenishment , oil changes
Wheel balancing alignment tyre rotation.
Normal deterioration / wear of any items
Normal replacements of service items-
Spark plugs
Belts
Brake Pads /linings
Clutch livings
Filter
Other consumables
Incidental or consequential changes-
Loss of time
Inconvenience
Loss of use of the vehicle
Commercial lots
Lastly, Fuel Saving and Energy saving tips are Given…
CAR MODELS
Below mentioned are some of the car models manufactured by HMIL and are available at Rajpath Hyundai.
1) SANTRO:
Facts-
Launched in 1998.
The first car launched in Indian from hyundai
Santro Zip Drive was launched in may 2000.
Santro Xing was launched in 2003.
Santro is India’s largest exporter car under the name Atos!
Santro is produced exclusively in India and exported around the
world to over 65 countries including advanced markets like North
America and Europe
Variants-
Santro is available in the following variants-
a) XL Non AC.
b) GL
c) GLS
d) The Hyundai Santro is also available in a bi- fuel
variant running both on LPG and Petrol- The Santro
Eco!!
Dimensions-
a) Overall Length- 3565 mm
b) Overall Width- 1525 mm
c) Overall Height- 1590 mm
d) Wheelbase- 2380 mm
e) Turning Radius- 4.4 mts
f) Ground Clearance- 164 mm
Body Colors- Hyundai Santro is available in following colors-
a) Crystal White
b) Sleek Silver
c) Silky Beige
d) Dark Grey
e) Black Diamond
f) Berry Red
g) Electric Red
h) Sparkle Blue
2) HYUNDAI ACCENT-
Milestones-
Launched in India in October 1999.
Awarded the JD Power Asia pacific award 2001 for “Best Appeal”
Dimensions-
a. Overall Length- 4250 mm
b. Overall Width- 1670 mm
c. Overall Height- 1370 mm
d. Wheelbase 2440 mm
e. Turning Radius- 5.0 mts
f. Ground Clearance 172 mm
Body Colors-
Crystal White
Black Diamond
Sleek Silver
Silky Beige
3) HYUNDAI VERNA-
Variants-
In Petrol Verna is available with
1.6 i vtvt
1.6 xi vtvt
1.6 xxi vtvt
In Diesel Verna is available with
1.5 CRDI VGT
1.5 CRDI VGT SX
Dimensions-
Overall Length- 4310 mm
Overall Width- 1695 mm
Overall Heigth- 1490 mm
Wheelbase- 2500 mm
Ground Clearance-170 mm
Exterior Design-
Sleek, friendly, appealing.
Specifically tailored to reflect all around quality with sporty
character.
Body Color-
Crystal White
Stone Black
Sleek Silver
Blushing Red
Deep Ocean Blue
Champagne Gold
4) HYUNDAI SONATA :
Variants-
2.4 M/T
2.4 A/T
2.0CRDi M/T
2.0 CRDi A/T
Dimensions-
Overall Length- 4800 mm
Overall Width- 1832 mm
Overall Height- 1475 mm
Wheelbase- 2730 mm
Turning Radius- 5.46 mts
Ground Clearance- 170 mm
Exterior Styling-
A neat and strong front with wide and deep wrap around headlamps clusters
housing cylinder shaped projection head- lights with silver ………..
Clear lens on the head lamps and the fog lights enhance the style.
The grill is large and impressive with a chrome top.
The Sonata’s Embera’s rear caries a contemporary look.
Large Grab type handles and sin stroke alloys adds to the sides styles.
5) HYUNDAI TUCSON -
Dimensions-
Overall Length- 4325 mm
Overall Width- 1830 mm
Overall Heigth- 1730 mm
Wheelbase- 2630 mm
Turning Radius- 5.7 mts
Exterior Styling-
A strong and upright front end with character lines descending.
6) ELANTRA-
India launching in 2004.
Variants- GT.
Dimensions-
Overall Length- 4525 mm
Overall Width- 1725 mm
Overall Height- 1450 mm
Wheelbase- 2610 mm
Turning Radius- 5.06 mts
Ground Clearance- 185 mm
Exterior Styling-
A neat and elegant front with headlamp cluster with separate high
beam, low beam and turn indicators.
Clear lines on the head lamps and projections type fog lights
enhance the style.
The gully is large chrome tipped which adds to the elegant look.
The bumper has a prominent detachable bumper invert moulding
offering a strong look and enhanced projection.
7) GETZ PRIME -
Milestones-
International debut on 3 rd May 2002.
Launched in India in 2004.
Variants-
In Petrol Getz in available in-
1.1 GLE
1.1 GVS
1.1 GVS OPT
1.3 GLS
1.3 GLX
In Diesel Getz is available in-
1.5 GVS
Dimension
Overall Length- 3825 mm
Overall Width- 1665 mm
Overall Height- 1515 mm
Wheelbase- 2455 mm
Ground Clearance- 160 mm
Turning Radius- 5.0 mm
8) Hyundai i10-
Facts-
Model name- i10
Design and creation- Hyundai- kia, R&D Center- Korea.
International Debut- India
Launch time- November’07
Body style- 5 door hatchback
Power source-1.7 I LDE Engine
i10 compete in the high volume mid compact segment.
Who are i10 target customers??-
Age group ranging from 20’s and early 30’s.
Primarily male.
Occupation service…people in the white collar jobs.
Middle class/ upper middle class but overall financially
comfortable.
User image-
Creative, adventurous and liberal people.
Fun seeking people who enjoy their life.
Dimensions-
Overall Length- 3565 mm
Overall Width- 1595 mm
Overall Heigth- 1550 mm
Wheelbase- 2380
Ground Clearance- 165
Exterior Design-
Sporty
Unique
Modern and Trendy
Safe
Robust
Streamline Bodyline
Sporty and Sleek
Variants-
1.2 L Kappa
1.1 L Lrdi
Body Color-
Alpine Blue
Oyster Grey
Crystal White
Sleek Silver
Electric Red
Stone Black
Deep Ocean Blue
Blushing Red
9) Hyundai i20-
Facts- The Hyundai i20 is the epitome of the modern luxury
compact. It’s another scintillating offering from Hyundai Motor,
the automobile giant that buzzes with fresh ideas, novel solutions
and top technology. Sharp and stylish on the outside, spacious
and versatile inside, it
Bibliography
Hyundai Sales Executive Study Book
Hyundai Service Book
http://worldwide.hyundai.com/
Broachers and Prospectus
Thank
You