KTL Report
I.
Mystery Shopping; RM- Suresh Chandra Tiwari; Car- Ignis
a.
Preliminary Observations
i. The RMs were in uniform
ii. The RM explained the features of the car by showing most of the things on the
car.
iii. Test Drive was offered.
iv. Demo of the infotainment system was given.
v. RM followed up via whatsapp the next day.
vi. Quotation Sheet and brochure was packed in an envelope and given while
leaving.
II.
b.
Actionable Items: I-pad was not used for any purpose.
c.
Suggestions: I-pad should be used atleast for car configurator or comparative
analysis.
Project 1: Enquiry Dump Analysis (Data Source: May 2019)
a.
Observations
i.
Total
Total
Conversion
Lost
Lost
Enquiries
Sales
Rate
Count
Rate
638
130
20.38%
105 16.46%
239
39
16.32%
35 14.64%
189
34
17.99%
37 19.58%
168
30
17.86%
17 10.12%
Model
Baleno
Ciaz
Ignis
S-cross
ii.
Enquiry
Status
Lost
Request to
Lost
Grand Total
Ignis has the highest loss rate.
Ignis is being mainly lost due to competitors.
Financing
Problem
Lost to Codealer
1
4
5
Lost to
Competition
5
5
Grand
Others Total
6
11
23
6
10
21
14
37
iii.
Mr. Sandeep Sengupta’s team has been the highest contributor to th
competition loss.
Lost to
Financing CoProblem
dealer
1
1
Team Lead Name
ANAMIKA SINGH
ASHISH SHARMA
MANISH TIWARI
NEERAJ DWIVEDI
SANDEEP SENGUPTA
SANDEEP TRIPATHI
SATENDRA KUMAR
PANDEY
VARUN TANDAN
ZIAUDDIN KHAN
Grand Total
1
1
2
5
5
3
2
6
21
6
4
5
2
5
6
1
4
2
8
37
iv.
Reference enquiries is the highest for Ignis
v.
Web enquiries has the highest loss rate (min 10 enquiries) for Ignis.
Source
Anytime Maruti
Campaign/Even
ts
Cold Visits
Inbound Calls
References
Showroom
Walk-In
Web Enquiry
v.
Count of Enquiry
Status
Test Drive Given
No
Lost to
Grand
Competition Others Total
3
4
1
1
4
1
4
2
Enquir Conversio Conversion
Loss
Loss
Differenc
y
n
Rate
Count
Rate
e
2
0
0.00%
0
0.00%
0.00%
2
21
6
78
1
2
0
20
50.00%
9.52%
0.00%
25.64%
0
4
3
14
0.00%
19.05%
50.00%
17.95%
50.00%
-9.52%
-50.00%
7.69%
43
37
8
3
18.60%
8.11%
6
10
13.95%
27.03%
4.65%
-18.92%
Not enough TDs are being given for web enquiries on Ignis
Source
Web
Enquiry
Total
29
No Total
Grand Total
29
37
vi.
Buyer Type
Additional Buyer
First Time Buyer
Replacement Buyer
Grand Total
b.
II.
Replacement buyers are one of tthe major contributors of Ignis sales
Invoiced
Grand
Total
Order
1
17
11
29
1
2
2
5
2
19
13
34
Suggestions
Project 2: Baleno Lost Case Analysis: Data Source- March 2018 to June 25,2019;
No. of Data Points- 309
a.
Observations
i.
Top 3 Contributors: Finance, Personal, and Competition
ii.
b.
Hyundai i-20 is the major contributor in lost to competition cases
Suggestions
i.
Finance: Low/No CIBIL Scores



NOTE: i.
collateral.
Suggest taking joint loans in the name of spouse or family members
with good CIBIL scores.
Ask the customers to find a guarantor with good CIBIL score.
Tie-ups with P2P lending platforms (Need to check viability)
All these loans should be insured apart from keeping vehicle as the
ii. Stricter collateral norms needed by the banks, currently only 6 Post Dated
Cheques are to be submitted.
ii.
Lost to Competition: Hyundai i20





Pitch Baleno’s HI 5s
Emphasize on supreme features of Baleno vs i20 without mentioning
i20 until necessary
Train the RMs on effectively pitching Baleno against i20
Offer test drive and explain best in class drive experience.
If enquired about weight of the vehicle, proper reasoning should be
given how Maruti is making its vehicles compliant with pedestrian
safety norms.
Additional Analysis: On talking with customers there were some product
features which the customers found superior to Baleno as such there was nothing
lacking with the sales service



III.
Rear AC vents
i20 interiors give a more premium feel
Clutch foot rest in i20
Project 3: Showroom Walk-in conversion: Data Source, April 1,2019- June 24,
2019; Data Points: 553
a.
Observations:
i.
Only 37% of the walk-in prospects were given TDs.
37%
Yes
No
63%
ii.
Mr. Ashish Sharma, Mr. Manish Tiwari, Mr. Neeraj Dwivedi and Mr.
Satendara Kumar Pandey’s team had highest lost+cold cases
TLS
Cold
Lost
Request to Lost
Total
Lost+Cold
ANAMIKA SINGH
7
2
6
101
15%
ASHISH SHARMA
10
1
10
70
30%
MANISH TIWARI
18
3
0
51
41%
NEERAJ DWIVEDI
16
4
5
78
32%
NOASSIGN
0
0
0
1
0%
SANDEEP SENGUPTA
5
5
1
46
24%
SANDEEP TRIPATHI
0
0
0
1
0%
SATENDRA KUMAR PANDEY
15
8
3
79
33%
VARUN TANDAN
8
2
48
21%
ZIAUDDIN KHAN
11
7
4
78
28%
Grand Total
90
30
31
553
27%
Team Leader
Ashish Sharma
Manish Tiwari
Neeraj Dwivedi
Satendra Kumar Pandey
b.
Model (Lost+Cold)
S-Cross (57%)
Ignis (67%), Baleno (46%), Ciaz (33%)
Ignis (50%), Ciaz (35%), S-Cross (31%)
Ignis (38%), S-Cross (38%), Ciaz (35%)
Suggestions:
i.
TD should be ideally 100%
ii.
The concerned teams should be given a refresher training.