CRM training BPCL

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1. Welcome to RetailBusinessTraining Programe for theCall Centre ExecutivesCRM Initiative 2. Customer EvolutionVehiclePeople in the VehicleVarious Segments 3. Product…
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  • 1. Welcome to RetailBusinessTraining Programe for theCall Centre ExecutivesCRM Initiative
  • 2. Customer EvolutionVehiclePeople in the VehicleVarious Segments
  • 3. Product BasedInfra structure BasedService BasedIndustry Evolution
  • 4. Types of Markets &CustomersUrbanProfile –Luna toLamborghiniIlliterate to HighlyEducatedAge – 18-80 Yrs.Income –Middle toHighType of Travel-Work, Socializing,Evants
  • 5. HighwayGoods Heavy VehicleSUV / Passenger Cars/ CABSFamiliesTruck & Car DriversAge- Kids to 80 Yrs.Income –Low to Very HighBusiness and Tourism Related Travels
  • 6. RuralFarming CommunityMiddle level Business Men/TradersSmall Time TravelersShort Distance Commercial DriversCum OwnersType of Business AgricultureHighly Egoistic and opinion shapers inthe AreaLanguage – Preferably Local
  • 7. Brand Promise• Caring• Reliable• Innovative
  • 8. Mapping of customer’smindsetRetail OutletValue ExplosionSocialDimensionMental DimensionSERVICESFuelsVALUEl CCTV Coveragel Auto Ticketingl Digital Density DSl SMS to Customer (RFID)l 2T Dispensingl Automationl Fool proof trafficmanagementl Dedicated tank lorrydecantation areal Emergency helplinesl No leakage/oil spillageSAFETY HI-TECHl 24 hours operationl ATMl Doctor on calll Insurancel Utility payment drop boxl Refreshment cornerl Railway reservationl Consistencyl Breakdownl Flat Tyrel Free Airl Free Waterl Toiletl Seamless practicesl Petro Card Communityl Premium Fuel Communityl Customer Panell ARB Usersl Office Bearers of AdjoiningSocietiesPRODUCTSQUALITYBRANDSl Speedl Makl Petrocardl Hi-speedl V-carel Fleetcardl NPNDl NANOl Correct Deliveryl Correct Qualityl MSl LUBESl HSDValue Explosion of our BPCL Outlet
  • 9. Responsibility of the Dealers Quality ,Quantity and Correct PriceAir Facility during RO operationsPrompt Service and Customer BehaviorSuggestion and Complaint Book must be made available andMessage to be displayedThe working Hour should be prominently DisplayedAvailability of clean ToiletTelephone facility Must display the name of the Co. officer , Address of thecustomer Service CellFirst Aid Box to be made availableRO to be kept adequately illuminated and meet the housekeeping standards laid down by the company
  • 10. Types of ComplaintsCriticalMajorRegular
  • 11. Critical ComplaintsQuality & QuantitySuspected adulterationShort Delivery on account of Cheating bymanipulation of the Fuel DispenserSuspected Tempering of the Dispensers
  • 12. Major ComplaintsSelling of Normal MS /HSD as brandedFuelOverchargingManual Bill at the Automated RO
  • 13. Minor Complaints•Non provision of facilities like air,clean Toilet, Telephone and first aidbox•Non display of authorized RetailSelling prices of MS / HSD / CNG /AUTO LPG•Non maintenance of complaint bookor not providing the same whendemanded by the customer.•Poor housekeeping.•Driveway Salesmen at the ROs not inuniform/wearing badges
  • 14. How to Build the conversationDiffusion ofimageValue PropositionDemonstrationResonate withthe customerDifferentiate with thecompetitionRe-enforcement ofimagePoints of LeverageImageAugmentationCommunicationExplosion
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