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1Effect on PAPersonality /Behaviour on SalesPerformance –Suggestion toimprove PA Skills.• Building on customer management ...
2• Delighted Customers• Satisfied Customers• Dissatisfied CustomersCategories of Customer
3Categories of Customer: Dissatisfied Customers>What youpromised/ Whatthey expectedDissatisfiedCustomersStop Purchasing/ L...
4Categories of Customer: Satisfied CustomersWhat youpromised/ Whatthey expected=Continue to purchase till they find a bett...
5What youpromised/ Whatthey expected<DelightedCustomersStay loyal to the Business for LifeTell 17 to 20 people about their...
6Categories of Customer: Delighted Customers• Life time Value (LTV): Average Annual Purchase X Potential lifetimeof Purcha...
7Potential Customer Values ( CAR CSUTOMERS)Potential worth of average customer : 10,80,000Potential worth of Satisfied Cus...
8• Tank FullRole of PAs in RO sales Promotion-Touch point
9• LubricantsRole of PAs in RO sales Promotion-Touch point
10• Coolant & Break fluidRole of PAs in RO sales Promotion-Touch point
11• Bill & CardsRole of PAs in RO sales Promotion-Touch point
12• Toilet facilityRole of PAs in RO sales Promotion-Touch point
13• Air facilityRole of PAs in RO sales Promotion-Touch point
14• Wind Shield CleaningRole of PAs in RO sales Promotion-Touch point
15• Cash handlingRole of PAs in RO sales Promotion-Touch point
16• Showing “0” to CustomerRole of PAs in RO sales Promotion-Touch point
17• Handling car keysRole of PAs in RO sales Promotion-Touch point
18• Handling fuel capRole of PAs in RO sales Promotion-Touch point
19• GreetingsRole of PAs in RO sales Promotion-Touch point
20• SalaryMotivational Program for Pump Attendants
21• ESICMotivational Program for Pump Attendants
22• Bonus & AdvanceMotivational Program for Pump Attendants
23• Kabhi Khushi Kabhi GumMotivational Program for Pump Attendants
24• Salary Cut on HolidaysMotivational Program for Pump Attendants
25• Dispute ResolutionsMotivational Program for Pump Attendants
26• Gutka, Alcohol & HIV - Health ClinicsMotivational Program for Pump Attendants
27• Toilet Cleaning & HousekeepingMotivational Program for Pump Attendants
28• Working hours & Weekly offMotivational Program for Pump Attendants
29• Loan for Two WheelersMotivational Program for Pump Attendants
30• Insurance & Children Education AssistanceMotivational Program for Pump Attendants
31Appraisal Form
32Appraisal Form
33• Sales Promotion under 06.07.(C)Motivational Program for Pump Attendants
34Training and Developmentfor Pump Attendants
35Minimumwages, PFand ESI Bonus andincentive –from Dealerand IOCRecognitionfrom IOC/ DealerPersonalGrowthexperienceJobSecu...
36Who should impart Training………
37PUMP ATTENDANTUNIFORM
38The uniform of the Pump Attendant shouldhave the identity of company
39The color shade of the uniform should be ofthe same combination of the company color theme
40There should not be any loose endof the uniform
41If the uniform is of full hand sleeves.The sleeves should not cross the wrist
42The uniform should be visible at low light
43The uniform should able to dischargeany kind of static electricity
44The uniform should be flame resistance.The apparelshould be made of fire resistancefiber or should have coating of prote...
45The pump attendantshould wear shoes
46
47Thank you
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Transcript of "Game on"

  1. 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. 2• Delighted Customers• Satisfied Customers• Dissatisfied CustomersCategories of Customer
  3. 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. 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. 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. 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. 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. 8• Tank FullRole of PAs in RO sales Promotion-Touch point
  9. 9. 9• LubricantsRole of PAs in RO sales Promotion-Touch point
  10. 10. 10• Coolant & Break fluidRole of PAs in RO sales Promotion-Touch point
  11. 11. 11• Bill & CardsRole of PAs in RO sales Promotion-Touch point
  12. 12. 12• Toilet facilityRole of PAs in RO sales Promotion-Touch point
  13. 13. 13• Air facilityRole of PAs in RO sales Promotion-Touch point
  14. 14. 14• Wind Shield CleaningRole of PAs in RO sales Promotion-Touch point
  15. 15. 15• Cash handlingRole of PAs in RO sales Promotion-Touch point
  16. 16. 16• Showing “0” to CustomerRole of PAs in RO sales Promotion-Touch point
  17. 17. 17• Handling car keysRole of PAs in RO sales Promotion-Touch point
  18. 18. 18• Handling fuel capRole of PAs in RO sales Promotion-Touch point
  19. 19. 19• GreetingsRole of PAs in RO sales Promotion-Touch point
  20. 20. 20• SalaryMotivational Program for Pump Attendants
  21. 21. 21• ESICMotivational Program for Pump Attendants
  22. 22. 22• Bonus & AdvanceMotivational Program for Pump Attendants
  23. 23. 23• Kabhi Khushi Kabhi GumMotivational Program for Pump Attendants
  24. 24. 24• Salary Cut on HolidaysMotivational Program for Pump Attendants
  25. 25. 25• Dispute ResolutionsMotivational Program for Pump Attendants
  26. 26. 26• Gutka, Alcohol & HIV - Health ClinicsMotivational Program for Pump Attendants
  27. 27. 27• Toilet Cleaning & HousekeepingMotivational Program for Pump Attendants
  28. 28. 28• Working hours & Weekly offMotivational Program for Pump Attendants
  29. 29. 29• Loan for Two WheelersMotivational Program for Pump Attendants
  30. 30. 30• Insurance & Children Education AssistanceMotivational Program for Pump Attendants
  31. 31. 31Appraisal Form
  32. 32. 32Appraisal Form
  33. 33. 33• Sales Promotion under 06.07.(C)Motivational Program for Pump Attendants
  34. 34. 34Training and Developmentfor Pump Attendants
  35. 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. 36. 36Who should impart Training………
  37. 37. 37PUMP ATTENDANTUNIFORM
  38. 38. 38The uniform of the Pump Attendant shouldhave the identity of company
  39. 39. 39The color shade of the uniform should be ofthe same combination of the company color theme
  40. 40. 40There should not be any loose endof the uniform
  41. 41. 41If the uniform is of full hand sleeves.The sleeves should not cross the wrist
  42. 42. 42The uniform should be visible at low light
  43. 43. 43The uniform should able to dischargeany kind of static electricity
  44. 44. 44The uniform should be flame resistance.The apparelshould be made of fire resistancefiber or should have coating of protective layer.
  45. 45. 45The pump attendantshould wear shoes
  46. 46. 46
  47. 47. 47Thank you
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