Your SlideShare is downloading. ×
0
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Game on
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Game on

59

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
59
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
1
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. 1Effect on PAPersonality /Behaviour on SalesPerformance –Suggestion toimprove PA Skills.• Building on customer management withpersonalized tough• Pump attendant are image ofcorporation• Motivational Program/Trainingpump boys/New uniform/• Role of pump attendants in retail outlet saleperformance
  • 2. 2• Delighted Customers• Satisfied Customers• Dissatisfied CustomersCategories of Customer
  • 3. 3Categories of Customer: Dissatisfied Customers>What youpromised/ Whatthey expectedDissatisfiedCustomersStop Purchasing/ Look for an alternativeTell 9 to 10 people about their experienceExaggerate their Bad storiesTell your competitorsUsually won’t tell you( only 1 in 25 will report to you )Generally don’t come back( up to 90% NEVER COME BACK)What youprovide
  • 4. 4Categories of Customer: Satisfied CustomersWhat youpromised/ Whatthey expected=Continue to purchase till they find a better alternativeAre likely to provide 3 to 5 referralsMay continue with you for life time (rarely)SatisfiedCustomersWhat youprovide
  • 5. 5What youpromised/ Whatthey expected<DelightedCustomersStay loyal to the Business for LifeTell 17 to 20 people about their DelightfulexperienceMay bring 17-20 referralsCategories of Customer: Delighted CustomersDelight = Expectation + 1+ 1 more smile+ 1 additional item ( a surprisegift)+1 service ( Free air , ATM, In&Out)+ 1 extra minute of your time ( Dusting ofwind screen)+ 1 information ( product, services )What you provide
  • 6. 6Categories of Customer: Delighted Customers• Life time Value (LTV): Average Annual Purchase X Potential lifetimeof Purchasing• LTV = 12 * 1500 * 60 =10,80,000/-Assumptions : Consumption – fuel worth 1500/month( Car Customer)Life time : 80 yrs ( customer is enrolled at20 yrs)• LTV = 12 * 300 * 60 =2,16,000/-Assumptions : Consumption – fuel worth 300/month(2 wheeler Customer)Life time : 80 yrs ( customer is enrolledat 20 yrs)Lifetime Customer Values
  • 7. 7Potential Customer Values ( CAR CSUTOMERS)Potential worth of average customer : 10,80,000Potential worth of Satisfied Customer : 54,00,000Potential worth of delighted customer : 2,16,00,000Potential cost of Dissatisfied customer : - 1,08,00,000
  • 8. 8• Tank FullRole of PAs in RO sales Promotion-Touch point
  • 9. 9• LubricantsRole of PAs in RO sales Promotion-Touch point
  • 10. 10• Coolant & Break fluidRole of PAs in RO sales Promotion-Touch point
  • 11. 11• Bill & CardsRole of PAs in RO sales Promotion-Touch point
  • 12. 12• Toilet facilityRole of PAs in RO sales Promotion-Touch point
  • 13. 13• Air facilityRole of PAs in RO sales Promotion-Touch point
  • 14. 14• Wind Shield CleaningRole of PAs in RO sales Promotion-Touch point
  • 15. 15• Cash handlingRole of PAs in RO sales Promotion-Touch point
  • 16. 16• Showing “0” to CustomerRole of PAs in RO sales Promotion-Touch point
  • 17. 17• Handling car keysRole of PAs in RO sales Promotion-Touch point
  • 18. 18• Handling fuel capRole of PAs in RO sales Promotion-Touch point
  • 19. 19• GreetingsRole of PAs in RO sales Promotion-Touch point
  • 20. 20• SalaryMotivational Program for Pump Attendants
  • 21. 21• ESICMotivational Program for Pump Attendants
  • 22. 22• Bonus & AdvanceMotivational Program for Pump Attendants
  • 23. 23• Kabhi Khushi Kabhi GumMotivational Program for Pump Attendants
  • 24. 24• Salary Cut on HolidaysMotivational Program for Pump Attendants
  • 25. 25• Dispute ResolutionsMotivational Program for Pump Attendants
  • 26. 26• Gutka, Alcohol & HIV - Health ClinicsMotivational Program for Pump Attendants
  • 27. 27• Toilet Cleaning & HousekeepingMotivational Program for Pump Attendants
  • 28. 28• Working hours & Weekly offMotivational Program for Pump Attendants
  • 29. 29• Loan for Two WheelersMotivational Program for Pump Attendants
  • 30. 30• Insurance & Children Education AssistanceMotivational Program for Pump Attendants
  • 31. 31Appraisal Form
  • 32. 32Appraisal Form
  • 33. 33• Sales Promotion under 06.07.(C)Motivational Program for Pump Attendants
  • 34. 34Training and Developmentfor Pump Attendants
  • 35. 35Minimumwages, PFand ESI Bonus andincentive –from Dealerand IOCRecognitionfrom IOC/ DealerPersonalGrowthexperienceJobSecuritySecurity forfemaleemployeeWorking withdignity andpride insocietyProductknowledgeSafepracticeCustomerDealingsROOperationsStatutoryobligations& licensesCompanyprofileDos &Don’ts RecordKeeping Competitor’s activitiesTechnicalknow howhygienicpractices Smart turn-upFirst aidEthicalPracticesPettyemergencyrepairSpiritualLectures
  • 36. 36Who should impart Training………
  • 37. 37PUMP ATTENDANTUNIFORM
  • 38. 38The uniform of the Pump Attendant shouldhave the identity of company
  • 39. 39The color shade of the uniform should be ofthe same combination of the company color theme
  • 40. 40There should not be any loose endof the uniform
  • 41. 41If the uniform is of full hand sleeves.The sleeves should not cross the wrist
  • 42. 42The uniform should be visible at low light
  • 43. 43The uniform should able to dischargeany kind of static electricity
  • 44. 44The uniform should be flame resistance.The apparelshould be made of fire resistancefiber or should have coating of protective layer.
  • 45. 45The pump attendantshould wear shoes
  • 46. 46
  • 47. 47Thank you

×