The slide comprises of the life cycle of the customer and how to improve their site visit experience.

1. On Site Customer Experience

2. Before
During
After
Need
Generation
Initial
Consideration
Engagement
Evaluation
Moment of
Purchase
Purchase to
Delivery
Delivery
Usage
Searches Internet/Web Portals
Newspaper
OOH
Radio
Call Contact Centre
Call Channel Partners
Subsequent Interaction
Solution Presentation
Submission of Quote
Studies Proposal
Studies Competitor
Calls in case of query
Final Presentation
Final Negotiation
Sign Contract
Proactive Maintenance
Follow up on complains
Handover
Documentation
Possession
Registration
Payment Schedule
Payment Follow up
First Interaction/Site Visit

3. First Interaction/Site Visit
In psychology, a first impression is the event when one person first encounters another person and forms a
mental image of that person. Impression accuracy varies depending on the observer and the target (person,
object, scene, etc.) being observed.

4. Customer Experience on Site
GRE
Online Enquiry
Form
Presentation at
site (butler,
packaged drinking
water, cutlery)
Aroma & Music
Construction site
visit

6. Guest Relation Executive
Well dressed smart female guest relation executive as she is the first impression for a
customer and represents Kohinoor Group.
The sales team should be well dressed and in neat and tidy formals

7. Customer Visit Form (Online)
The enquiry for the site can be linked to concerned person emails – To reduce paper work and to have real
time access

9. Hospitality
• Packaged Drinking Water at every site
• Well Dressed – Butler/Office Boy
• Tea/Coffee and Snacks
• Coffee vending machine

10. Aroma & Sales
Increase Sales
Proven studies show, scenting increases
a consumer’s willingness to purchase.
Brand Identity
Portray our brand philosophies, principles,
and objectives, while relating to your
target audience through scent
Lingering Longer
Consumer’s stay longer in a pleasant
smelling space. Studies have shown up to
44%
Staff Productivity
Research shows diffusing a energizing
scent can increase focus and elevate mood.
Lasting Impressions
Create a memorable and unique
experience for your guests.

11. Music & Sales
• Using scents and music in offices is our opportunity to boost our sales and increase
customer loyalty while providing a positive experience for an ever-widening segment
of consumers
• People perceive a shorter wait time when they hear music that they like
• Music at a restaurant makes people buy more
•Installing speaker system inside show flats and Sales Offices
Music & Sales