Preparatory activities - CA to get physical Enquiry Form for previous day inquiries, Activities details of the previous day (TD, Follow-ups), list down issues to be discussed with TL

Attend morning meeting and discuss performance and pipeline with TL

Adhere to response time guidelines

Walk in - handle customer within 3 mins

Tele-in - call back within 5 mins of the customer call to outlet and update 'time of call by CA column' on inquiry register

BTL - follow up within the same day (for nonmall events), within 3 days (mall events)

External - call back within 1 hour of lead receipt

Handle customers as per the roster

Perform need assessment and focus on assessed needs during demo and test drive

Fill Enquiry Form with relevant details before demo and Test Drive

Push customer for a test drive and conduct TD; in case TD is not done in showroom, schedule TD and update TD scheduling register

Escalate to TL in case customer is unwilling to take TD

Handle customer objections for sales closure and escalate issues which can be resolved by TL immediately

Discuss next steps with customer and update in 'follow up' section of Enquiry Form

Once TD is done, get feedback from the customer on Test Drive IFIR Form

Ensure TL meets walk in and HV customers

Handle customers at BTL Events

Attend allocated events

Carry sales kit to event

Provide necessary details regarding vehicle and price to customers

Provide test drive at event in case TD vehicle is present; else, get customer's time for test drive

Fill details on the BTL event log format

Submit BTL event log format to TL post event for lead distribution

Call allocated customers and open Enquiry Form if BTL Enquiry Form opening criteria are satisfied

Create physical Enquiry Form and update details

Follow up on Leads

Ensure telephonic follow-ups are completed as per DAR

Ensure home visits for every walk in and tele-in within 3 days of first customer contact

Update actionable comments in the follow up section of physical Enquiry Form and DAR and escalate to TL in case of 3 follow-ups not converting into booking

For test drive scheduled with customers, update TD scheduling register to book test drive vehicle

Get sign off from TL on DAR and submit DAR to CRM by 4 PM

YF to Retail Conversion

Prepare Yellow form with necessary details - request for all documents from customer on the day of booking itself

Update 'vehicle booked' status on Enquiry Form

Collect all necessary documents (Loan and Identity related) within 2-3 days of booking and before delivery of vehicle, from the customer

Update TL with status and issues (finance, loan, vehicle allocation, etc.)

Lost Enquiries

Enter lost reasons in Lost Analysis section in the physical Enquiry Form

Submit lost Enquiry Form to TL for closure

Weekly Review with TL

Update the Weekly Review Sheet for review with TL

Discuss issues and get corrective actions updated in weekly review section by TL