Distributor Training

COUNTERSTAFF TRAINING MODULE

BRIEFING ON CURRENT MARKET SCENARIO

BRAND PROMISE

CUSTOMER SERVICE :

* Ease of Booking / 24 hrs booking

* Courteous Behaviour (Phone / Showroom)

* Delivery within 24 hrs

* Safety Tips etc.

EASE OF BOOKING :

1. To pick the phone within the first 3 rings

2. Wish “Namaste Bharatgas”

3. To provide Booking No.

4. To deal with 1 customer at a time whether on the phone or at the showroom.

5. Each counterstaff with 1 phone and 1 PC

COURTEOUS BEHAVIOUR

1. To Be polite and talk to the point / Not to drag the conversation.

2. Facial Expression / Posture (complaints start from the counter. To take care of that)

Counter Sales Staff to share following informatiom with Bharatgas consumers :

1. Safety Message/ PDI

2. Emergency Service Cell (ESC)

3. Suraksha R.T. in Use or not

4. TOMO for 24 hrs booking

5. Info on Beyond LPG products

TYPES OF CUSTOMERS :

Questionnaire to be followed by Counter Sales Staff :

1. when a call is received for refill booking, to ask following questions :

* Can I know your name please ?

* Your address please ?

* Your phone no. please to update our records ?

2. If the customer has not taken refill for 180 days or more, following questions to be asked :

* Can you please let us know the reason for not taking the refill for such a long time ?

* Can you please let us know your address / phone no to update our records ?

* Request you to kindly give us an application for helping us resume supplies.

3. When a call is received for refill booking too soon from the last refill delivery :

* Usually your consumption is 1 cylinder in 35 days, this time you are booking for a refill after 21 days. Can you please let us know the reason for the same ?

In above case, counter-staff can double-check whether a genuine customer has really booked for refill by actually PHONING...