Free Customer Relationship Executive Course (6Months)

Customer Relationship Executive:

Brief Job Description

A Customer Relationship Executive is responsible for assisting and supporting sales function through telemarketing, activities such as generating sales prospects or leads through telemarketing, customer experience at the dealership showroom and supporting in their follow-ups. The CRE is also responsible for supporting the service function through follow-up calls for after-sales service

Personal Attributes

An individual on this job must have good communication and interpersonal skills along with a pleasing personality to attend to all sorts of enquiries from the customers. The individual must have technical knowledge about the OEM vehicle along with statutory compliance and local market procedures, local customer preferences, geographic nuances and sales peculiarities. The individual must be patient and should have good listening ability. Customer centric attitude is highly desirable to understand various requirements and tackle the irate customers for this job.

Plan and organise work to meet expected outcomes:

Elements and Performance Criteria

Work requirements including various activities within the given time and set quality standards

To be competent, the user/individual on the job must be able to:

PC1.              keep immediate work area clean and tidy

PC2.              treat confidential information as per the organisations guidelines

PC3.              work in line with organisations policies and procedures

PC4.              work within the limits of job role

PC5.              obtain guidance from appropriate people, where necessary

PC6.              ensure work meets the agreed requirements

Appropriate use of resources

To be competent, the user/individual on the job must be able to:

PC7.              establish and agree on work requirements with appropriate people

PC8.              manage time, materials and cost effectively

PC9.              use resources in a responsible manner

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.    the organisations policies, procedures and priorities for area of work, role and responsibilities in carrying out that work

KU2.    the limits of responsibilities and when to involve others

KU3.    specific work requirements and who these must be agreed with

KU4.    the importance of having a tidy work area and how to do this

KU5.    how to prioritize workload according to urgency and importance and the benefits of this

KU6.    the organisations policies and procedures for dealing with confidential information and the importance of complying with these

KU7.    the purpose of keeping others updated with the progress of work

KU8.    who to obtain guidance from and the typical circumstances when this may be required

KU9.    the purpose and value of being flexible and adapting work plans

KU10. how to complete tasks accurately by following standard procedures

KU11. technical resources needed for work and how to obtain and use these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    write in at least one language

GS2.    read instructions, guidelines/procedures

GS3.    ask for clarification and advice from appropriate persons

GS4.    communicate orally with colleagues

GS5.    make a decision on a suitable course of action appropriate for accurately completing the task within resources

GS6.    agree objectives and work requirements

GS7.    plan and organise work to achieve targets and deadlines

GS8.    deliver consistent and reliable service to customers

GS9.    check own work and ensure it meets customer requirements

GS10. anomalies to the concerned persons

GS11. analyse problems and identify work-arounds taking help from

GS12. apply own judgement to identify solutions in different situations

Work effectively in a team:

Elements and Performance Criteria

Effective communication

To be competent, the user/individual on the job must be able to:

PC1.   maintain clear communication with colleagues

PC2.   work with colleagues

PC3.   pass on information to colleagues in line with organisational requirements

PC4.. work in ways that show respect for colleagues

PC5.   carry out commitments made to colleagues

PC6.   let colleagues know in good time if cannot carry out commitments, explaining the reasons

PC7.          identify problems in working with colleagues and take the initiative to solve these problems

PC8.          follow the organisations policies and procedures for working with colleagues

PC9.   ability to share resources with other members as per priority of tasks

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the organisations policies and procedures for working withcolleagues, role and responsibilities in relation to this

KU2. the importance of effective communication and establishing goodworking relationships with colleagues

KU3. different methods of communication and the circumstances inwhich it is appropriate to use these

KU4. benefits of developing productive working relationships withcolleagues

KU5. the importance of creating an environment of trust and mutualrespect

KU6. whether not meeting commitments, will have implications onindividuals and the organisation

KU7. different types of information that colleagues might need and theimportance of providing this information when it is required

KU8. the importance of problems, from colleagues perspective andhow to provide support, where necessary, to resolve these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    complete well written work with attention to detail

GS2.    read instructions, guidelines/procedures

GS3.    listen effectively and orally communicate information

GS4.           make decisions on a suitable course of action or response

GS5.           plan and organise work to achieve targets and deadlines

GS6.           check that the work meets customer requirements

GS7.    deliver consistent and reliable service to customers

GS8.           apply problem solving approaches in different situations

GS9.           apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

Maintain a healthy,safe and secure working environment:

Elements and Performance Criteria

Resources needed to maintain a safe, secure working environment

To be competent, the user/individual on the job must be able to:

PC1.   comply with organisations current health,safety and security policies and procedures

PC2. report any identified breaches in health,safety, and security policies and procedures to the designated person

PC3.. Coordinate with other resources at the workplace to achieve the healthy, safe and secure environment for all incorporating all government norms esp. for emergency situations like fires,earthquakes etc.

PC4.   identify and correct any hazards like illness, accidents, fires or any other natural calamity safely and within the limits of individuals authority

PC5.   report any hazards outside the individuals authority to the relevant person in line with organisational procedures and warn other people who may be affected

PC6.   follow organisations emergency procedures for accidents, fires or any other natural calamity

PC7.   identify and recommend opportunities for improving health,safety, and security to the designated person

PC8.   complete all health and safety records are updates and procedures well defined

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.    legislative requirements and organisations procedures for health, safety and security and individuals role and responsibilities in relation to this

KU2.    what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace

KU3.    how and when to report hazards

KU4.    the limits of responsibility for dealing with hazards

KU5.    the organisations emergency procedures for different emergency situations and the importance of following these

KU6.    the importance of maintaining high standards of health, safety and security

KU7.    implications that any non-compliance with health, safety and security may have on individuals and the organisation

KU8.    different types of breaches in health, safety and security and how and when to report these

KU9.    evacuation procedures for workers and visitors

KU10. how to summon medical assistance and the emergency services,where necessary

KU11. how to use the health, safety and accident reporting procedures and the importance of these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    complete accurate, well written work with attention to detail

GS2.    read instructions, guidelines/procedures/rules

GS3.    listen and orally communicate information

GS4.    make decisions on a suitable course of action or response

GS5.    plan and organise work to achieve targets and deadlines

GS6.    build and maintain positive and effective relationships withcolleagues and customers

GS7.    apply problem solving approaches in different situations

GS8.    analyse data and activities

GS9.    apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

Generate sales leads and pass on the leads to the sales team to achieve sales closure:

Elements and Performance Criteria

Generate sales leads, follow-up and pass the leads to sales team

To be competent, the user/individual on the job must be able to:

PC1..    handle all leads from various sources like showroom walk-ins, telephonic enquiries, other marketing campaigns and atl / btl activities

PC2..    identify and develop sources of potential clients and customer contacts interested in buying oem products

PC3..    call and enquire about buying plans or interests, as per the calling script, from the prospective calling list assigned

PC4..    greet the customers and get vehicle buying interests and time schedule from the prospective calling list to get sales leads

PC5..    effectively communicate with clients/ customers to gain commitment to purchase and products via telephone, face-to-face and written communication

PC6..    mention fab (features / advantages / benefits) and usps of the vehicle oem brands available at the dealership over the competitor models respond to customer need and requests from time to time

PC7..    follow up on all free trials with phone calls and visits to the accounts

PC8..    maintain contract renewal reports and profiling of existing accounts

PC9..    invite, fix and record customer prospective visit for test drive, either at showroom or at any mutually agreed location

PC10.. ask potential customers for information on reasons for considering purchase and comprehend all customer requirements and needs

PC11.. assist in management of key customer relationship and coordinate with sales to ensure that all pending responses are responded to in a timely and satisfactory manner

PC12.. respond positively to and resolve customer objections/queries against the oem products

PC13.. take accurate enquiry details from client and advise sales and marketing department about client feedback/ comments relating to product content and pricing

PC14.. maintain an effective tracking system to record all feedbacks and complaints from customers in the system in a prescribed oem format

PC15.. effectively communicate function details and client requirements to operations

PC16.. arrange for vehicle pick up and drops to and from work shops

PC17.. understand the key customer requirements from a vehicle (during sales pitch) and any pending service related issue (during service calls follow-ups to generate repeat/ referral sales) and highlight the requirements/ issues for early redressal

PC18.. ensure realization of revenues from sales as per planned payment cycle through effective follow up & relationship building with customers

PC19.. assist in organizing client entertaining & promotional events to ensure maximum customer engagement for selling oem products in future

PC20.. liaise with other members of sales team to actively promote sales opportunities, exchange information and increase professionalism

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.    standard operating procedures of the oem related with telemarketing and sales process

KU2.    standard operating procedures for query and problem reporting and their redressal in the organisation

KU3.    customer relationship management (crm) related framework provided by the organisation

KU4.    documentation requirements for each procedure carried out

KU5.    organisational and professional code of ethics and standards of practice

KU6.    safety and health policies and regulations for the workplace

KU7.    how to handle and resolve basic customer queries

KU8.    training modules and scripts provided by the oem for the telemarketing

KU9.           technical aspects related with all varieties of vehicles at the dealership

KU10. technical details and problems related with service of all kinds of vehicles

KU11. technical specifications of oem vehicles at the dealership

KU12. training modules and scripts provided by the oem for telemarketing

KU13. technical details and problems related with service of all kinds of vehicles

KU14. complete process flow for a business cycle of sales

KU15. process for passing on sales leads to sales consultants

KU16. process for booking test drives based on customer preferences

KU17. software or format used for reporting like ms excel and ms word

KU18. software or format used for billing, financing of the vehicles, services records and warehousing like Tally, SAP and primaware

KU19. software or format used for sales and marketing presentations, reporting and surveys like MS PowerPoint, MIS and CRM

KU20. software or format used for customer relationship management (CRM) in the organisation

KU21. local market procedures and customer preferences of that area

KU22. sales peculiarities based on geographical nuances etc.

KU23. customer problems and queries and documenting it in the organisations prescribed format

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    create documentation required on the job (including reports, work sheets, etc.)

GS2.    create feedback reports

GS3.    write in at least one language

GS4.    read general instructions or guidelines from oem, mandatory for telemarketing

GS5.    read telemarketing scripts provided by the oem and dealership mandatory for making a sales pitch

GS6.    read policies and regulations pertinent to the job

GS7.    read instructions from customers in terms of their requirements, queries and feedbacks

GS8.    interact with customers and generate perspective leads

GS9.    interact with sales, service and administrative function of the dealership

GS10. interact with superiors and other support staff function in the ones own organisation

GS11. analyse information and evaluate results to choose the best solution and solve problems

GS12. analyse all the feedbacks provided by the customers and act accordingly

GS13. plan and organise activities achieving business targets on a periodical basis

GS14. ensure that customers requirements are assessed and satisfactory service is provided

GS15. clarify and solve all sales and service function queries generated due to any kind of anomalies and take appropriate actions, as required

GS16. evaluate customer feedbacks and reviews for its effectiveness by ensuring proper checks and report them

GS17. generate customer interest through telemarketing and engage in test drives for initiation of perspective sales leads

Handle post-delivery services for better customer satisfaction:

Elements and Performance Criteria

Manage post-delivery services to ensure better customer satisfaction

To be competent, the user/individual on the job must be able to:

PC1..    receive, process and verify the accuracy of delivered orders from customers utilizing the organisations internal crm/mainframe systems and customer purchase orders

PC2..    initiate required action for response to customer service requests for order changes, including the maintenance of customer information files and communicates changes to the service function

PC3..    make follow up calls to existing customers for service reminders and to promote other value-added services

PC4..    make calls to new vehicle buyers for following up on service requirements as per the free service schedule of the oem

PC5..    follow up with customers after service or repairs on their vehicle and take feedback on the experience

PC6.. make calls to existing customers to enquire the overall level of satisfaction with the work done at the workshop and the overall resolution of the complaints which was reported by the customer at the workshop

PC7..    report any complaints or queries from customers to the concerned persons in the organisation

PC8..    maintain management information systems for service revenue recovery and post-service collections and provide time-phased, qualified reports on the overall performance of the workshop and service target achievement through various sale of value added services (like annual maintenance contracts, reconditioned aggregates sale)

PC9..    ensure realization of revenues from service s as per planned payment cycle (esp. for the key account / corporate customers who tend to pay in a cycle) through effective follow up & relationship building with customers

PC10.. manage and ensure execution of all back-office operations like prompt issuance of allotment letters, demand notes, agreements and timely dispatch of all post-sale revenue realization devices like reminders and notices for recovery if required

PC11.. access the companys internal systems to obtain and extract information and provide customer service management with data for inclusion in various scheduled and special reports

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.    standard operating procedures of the OEM related with after-sales service maintenance

KU2.    standard operating procedures of the dealership related with customer experience and satisfaction

KU3.    customer relationship management (CRM) related framework provided by the organisation

KU4.    documentation requirements for each procedure carried out as part of roles and responsibilities

KU5.    organisational and professional code of ethics and standards of practice

KU6.    safety and health policies and regulations for the workplace

KU7.    technical specifications of oem vehicles at the dealership along with the service schedules for each of the model / variant of vehicle (including both free service & paid service)

KU8.    technical details and problems related with service of all kinds of vehicles

KU9.    the various changes in schedules of the service as specified by the oem from time-to-time in the various service circulars released

KU10. training modules and scripts provided by the oem for the telemarketing activities

KU11. how to use internal CRM related systems to ensure accurate delivery of services

KU12. how to coordinate between sales function and customers to resolve queries effectively

KU13. back-office operations like prompt issuance of allotment letters, demand notes, agreements and timely dispatch of all post-sale revenue realization devices like reminders and notices for recovery if required

KU14. software or format used for reporting like MS excel and MS word

KU15. software or format used for customer relationship management (CRM) in the organisation

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    create documents required on the job (including requirement sheets, query sheets, response or feedback sheets etc.)

GS2.    read various service circulars released by oem which communicates change in schedule of the service

GS3.    write in at least one language

GS4.    read feedback from customers on the level of services provided by the dealership

GS5.    read policies and regulations pertinent to the job

GS6.    read the job card details to call the customers on the pending payments (esp. the corporate

GS7.    interact with the customers for understanding their requirements, queries and feedbacks regarding both on the technical performance of the vehicle and post service feedback after the customer has visited the workshop for any issues in the vehicle

GS8.    interact with organisations internal stakeholders for efficient customer relationship management

GS9.    analyse information and evaluate results to choose the best solution and solve problems

GS10. plan work assigned on a daily basis and provide estimates of time required for each piece of work

GS11. plan the overall call schedule to focus on the high priority calls that need urgent interventions

GS12. ensure that customer needs are assessed and satisfactory service is provided especially on the service aspects of the vehicle due to which customer visited the workshop

GS13. ensure during the feedback call ,that all the work the customer has agreed while visiting the dealers workshop was performed satisfactorily

GS14. ensure that the customer provides constructive feedback ad reviews

GS15. ensure that any adverse comments provided by the customer is escalated to the concerned superiors so that perceived poor service is not repeated again

GS16. analyse all the queries or problems posted by the customers

GS17. deliver and act as per the organisation provided/guided resolutions

GS18. evaluate and identify key customer satisfaction areas and enhance the overall customer experience at the dealership

GS19. assess time and cost required based on problems or queries identified

GS20. evaluate the information gathered from the customer complaint report and utilise it to identify timely resolutions

Assessment Guidelines

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Element/ Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each Element/ PC.

• The assessment for the theory part will be based on knowledge bank of questions created by the SSC.

• Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS.

• Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below).

• Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/ training center based on these criteria.

• To pass the Qualification Pack assessment, every trainee should score the Recommended Pass % aggregate for the QP.

• In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.