1. POLO Volkswagen. Das Auto.

2. REASON OF THE RESEARCH It determines the manner in which a potential customer is dealt with; when they visit the showroom. To determine the features of the car and the accessories that may be available with the car for a fee or a discount. To evaluate the salesperson’s performance. And last but not the least, to gather information about your experience.

3. PREPARATION YOU NEED TO DO The specified car model and Variant (E.g. Model : Polo Variant : Comfort line) Competitor car you are considering. ( If you’re at the VW showroom asking for a Polo, then make a mention to the sales associate that you are considering a Maruti Swift as well. Also if you are visiting any competitor showroom, then mention that you are looking at purchasing a VW Polo) Your current car (Brand, model, age – If you do not have a car be prepared with necessary details of a car) Reason for not having your current car (E.g. given for repair) Excuse for not taking a test drive (E.g. not carrying Driving License) Relevant contact details (Name, Telephone, email)

4. MUST DO’s 1.Audits to be done only from Monday to Saturday. 2.Audit to be done an hour after the showroom opens or an hour before the showroom closes. 3.Delivery date of the car to be mentioned in weeks. 4.Price negotiation – Discount ( Ask for an additional discount of 10,000 – 30,000 even after he offers extras ) 5.Enquiry for a Trade-in or exchange of the current car is a must. 6.Finance options to be asked for if not mentioned. 7.Obtain Price List/Quotation from the dealer. 8.Test drive not to be taken, but specifically ask for it. 9.Obtain business card / name and number of the salesperson you interacted with. 10.Take a photograph of dealership as proof of visit.

5. PROOF OF VISIT NEEDED 1.Business card of the associate 2.Picture of the outlet 3.Price List or a Quotation * All the proofs are mandatory.

6. SPECIFIED CAR & MODEL POLO BRANDMODELVARIANT VolkswagenPolo Comfortline (1.2 cc - Petrol) MarutiSwift VXI (1.2 cc - Petrol) HyundaiI20 Magna (1.2 cc - Petrol) SkodaFabia Ambition Plus (1.2 cc - Petrol) FordFigo EXI (1.2 cc - Petrol) HondaJazz Select (1.2 cc - Petrol) * All the models mentioned here are Petrol.

7. THE QUESTIONNAIRE First Impression Initial Contact Salesperson’s Greeting Analysis of Requirement Product Presentation Provision of Information Product Argumentation Price Negotiation Test Drive Behavior at the end of the meeting Customer Experience

8. FIRST IMPRESSION FIRST IMPRESSION Ease with which location could be found. Availability of Parking Spaces & clear indication of them. INITIAL CONTACT Check for a reception desk – hostess. Look interested in the assigned model and wait for a salesperson to approach you. If no salesperson approaches you within 15 minutes then go and approach one of the sales representatives. If the salesperson asks you to wait, then make a note of the reason and the time proclaimed.

9. SALESPERSON’S GREETING Did the salesperson introduce themselves and ask for your name? Did he engage in general conversation to make you feel comfortable? ANALYSIS OF REQUIREMENTS What was the Salesperson’s reaction when you told him your requirement? Did he ask relevant questions to understand your requirement? PRODUCT PRESENTATION The salesperson should escort you to the car and explain its features or the specifications to you. How was the behavior of the salesperson during the product presentation?

10. PRICE NEGOTIATION Price of the requested version and price obtained after negotiation. Salesperson’s reaction when you asked for an additional discount. Trade-in (exchange) offer for your old car and subsequent details. - Kindly ask for exchange options if not offered Special finance, insurance or warranty options. - Kindly ask for finance options if not offered Written Quotation/Price List for the car.

11. TEST DRIVE Note if you are requested to take a test drive of the specific model or else request for one. Duration of the test drive offered YOU MUST NOT TAKE A TEST DRIVE Make an excuse to avoid a test drive !!!

12. Check if the salesperson provides you with any additional informational material. Request the salesperson for his business card Check if the salesperson offers to take down your name and number. Please provide a valid telephone number, email id to enable follow up. BEHAVIOR AT THE END OF THE MEETING Overall shopper experience. Fitting and design of the showroom. Cleanliness and presentation of models on display. Final evaluation of the salesperson. CUSTOMER EXPERIENCE

13. AUGUST 2012 Kindly follow the guidelines provided in this presentation. Your report will not be accepted if there are any deviations from the same. BEST OF LUCK !!!