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PSO Customer Care Day
Submitted By:
Fatima Husain
Hamza Saeed
Farah Eman
Halimah Sheikh
Date: 14th
January-2022
Retail Outlet-Rangers
Retail Outlet-Bahria Eifel
Rangers Filling Station
Introduction
The Rangers Filling Station is located at The Zarrar Shaheed Road next to the Rangers
Headquarters. It is a very busy petrol pump with a majority of the traffic being the motorcycles
and rickshaws. The forecourt had 4 islands with 2 fillers each. The total staff was 12 people
which included 3 cashiers. There was one supervisor to whom this staff reported and a floor
manager, Mr. Asif responsible for the operations of the forecourt.
The dealer of the Rangers Filling Station was Mr. Chaudhry Khushnood Ahmed who
monitored the entire operations of the forecourt on daily basis along with his other forecourts.
All the forecourts had cameras installed and the activities were being monitored by a control
room and they were in direct contact with the supervisor of the forecourt. If there was any
mistake made by a filler, the control room contacted the supervisor via WhatsApp group and
the supervisor holds the filler accountable for the mistake.
It is to be noted that the Rangers Filling Station is a site which was previously owned
by Shell and PSO acquired this site within 12 hours over night which is one of the biggest
achievements of the PSO Commercial Sales team.
Customer Care Day
The customer care day was celebrated on the 45th anniversary of Pakistan State Oil on
two outlets of Lahore i.e., Bahria Eiffel View and Rangers Filling Station where the acting
Managing Director Mr. Abdus Sami was the chief guest.
The team appointed at the Rangers Filling Station and was responsible for the
arrangement of the event from the training of the staff and fillers to the placement and
decoration of the forecourt. The team appointed at the Rangers Filling Station consisted of
eight interns which included Hamza Saeed who was the team leader for the event, Shahmeer
Maqbool, Muhammad Essa Khan Niazi, Halimah Sheikh, Zoha Chohan, Rabia Taimoor, Isra
Sheikh and Fatima Kashif under the guidance and supervision of Shayan Usman.
The main tasks performed by the team were as follows:
 Dealer interaction.
 Education and training of fillers.
 Customer Interaction.
 Promotional Activities.
 Sales pitch and selling of lubricants.
 Customer Giveaways.
 PSO on Wheels.
Dealer interaction:
The dealers of the Rangers Filling Station, Mr. Chaudhry Khushnood Ahmed had a
one-to-one meeting with the team appointed at the Rangers and informed us about the
arrangements and the schedule of the program. He discussed the positioning of the standees
and the kiosks of the lubricants and Digi Cash etc. Mr. Khushnood also introduced us to the
floor manager, Mr. Asif who accompanied us at the forecourt and made sure all our ideas
related to the arrangements and decoration were implemented.
He helped us in setting the kiosks and other arrangements for the customer care day.
Education and training of fillers:
The main objective of our field visits was to understand how the fillers and the staff
interacts and deals the customers and how this behavior can be improved. In this regard, we
were told about the wow training and taught that how we can train the fillers and improve the
quality of the service. This wow training was given by the interns to the fillers at the Rangers
Filling Station during the previous days while preparing for the customer care day and even on
the customer care day, the interns monitored the way the staff if interacting with the customers,
the sops of covid 19 if they are being implemented or not and the personal hygiene of the fillers.
By the efforts of the team and the interest of the fillers, this training was very successful and
the fillers implemented the training successfully.
Customer Interaction:
Another part of the Customer Care Day was the interaction with the customers in order
to know their journey with PSO and get their feedback and incorporate the feedback to further
enhance the customer experience. Most of the customers were satisfied by the services of PSO
but they did say that the customer service varies from forecourt to forecourt and that the fillers
and staff was only active and efficient because the team of PSO was present at the forecourt
and expected that the staff remains like this all the time.
Also, they suggested that PSO must offer some discounts and promotions to their loyal
customers as the customers were frequently refueling from the Rangers Filling Station. Upon
this, the team informed them about the Digi Cash Card and the loyalty points offered on using
the Digi Cash Card, the team got to know that the customers were not aware of the Digi Cash
Card and the promotions and discounts offered on its use.
The customers were also asked if they use Carient Motor Oils by PSO where most of
the customers said that they do not use Carient Motor Oil and some of them were not even
aware of the Carient Motor Oil products. The team educated the customers about the Carient
Motor Oil products and sold the Blaze 4t to motorcycle drivers and Carient Ultra, Carient Plus
and Carient Fully Synthetic to the car drivers.
The customers were very happy and impressed by the efforts of the interns during the
entire customer interaction activity.
Promotional Activities:
Various promotional activities were performed at the forecourt as a part of the
Customer Care Day. Even before the event day, the coupons for the lucky draw on the purchase
of Blaze 4t were being given to the customers and on the event day, these sales were more than
doubled as customers saw that the lucky draw was taking place in a few hours and therefore
they were buying the engine oil more and more due to which, the Blaze 4t bottles of 700ml
went out of stock.
Apart from the promotion on engine oils, the customers who purchased fuel more than
RS 2500, they were also given coupons for a lucky draw to be taken place at the end of next
month.
Sales pitch and selling of Carient Motor Oils:
The team also pitched the customers about the lubricants of PSO, Carient Motor Oils.
They were educated about the quality standards implemented by PSO and the ways in which
the lubricants of PSO are better than the competitors. Many customers were quite convinced
from the sales pitch and even purchased the lubricants.
The Blaze 4t was the most selling lubricant at the Rangers Filling Station, reason being
that the majority of the customers at the forecourt were bike riders. One of the issues being
faced while selling was the lack of oil changing facility at the forecourt due to which the
customers were not buying the lubricants as they needed instant oil change.
Customer Giveaways:
The customers were also given small gifts as a part of the customer giveaways activity
on the Customer Care Day. The customers were very happy with this activity and really
appreciated PSO.
A separate kiosk was set for the giveaways but they were distributed at the islands as
the crowd started to gather around the kiosk and traffic flow was being impacted at the
forecourt.
PSO on Wheels:
PSO on wheels was also inaugurated at the event which is a mobile van which will
come at the door step of the customers for oil change and car wash. The pamphlets were
distributed among the customers and they were informed about the services which are to be
provided by the van. The customers very intrigued by the facility and inquired more about the
service. Some giveaways were also given as a part of the PSO on wheels campaign.
Observations and Feedback:
The entire team was very happy as it was a great learning experience for everyone. The
overall staff of the Rangers Filling Station was very co-operative and they were good learners
but when there was no check and balance on the fillers, they compromised on the service
quality but the overall operations were not impacted.
One of the issues was that the traffic flow was very high at the forecourt therefore there
was a strong need of a traffic warden at the entrance of the forecourt in order to direct the traffic
and separate the bikes and cars in order to ensure a smooth flow of traffic. Also, in order to
reduce the attending time and improve the customer service and efficiency.
Another recommendation was that the filler should always stay at the dispensing unit
and the staff responsible for cleaning the wind screen must ask the customer about the amount
of fuel to be filled and convey it to the filler and at the same time ask the customer if the
payment is by cash or on card. In this way, the customer will not have to wait for the payment
if the card is to be used.
This overall process will reduce the time taken to attend a customer by approximately
2 minutes.
Customer care day
Bahria Eifel Tower
Introduction
Bahria Eifel Petrol Pump located at Azam Khan Bhatti Avenue near Eiffel Tower, Bahria
Town. The owner Mr. Mukhtar Ahmed is their most loyal customer who joined hands with
Pakistan State Oil-PSO in the late nineties with 1 to 3 pumps initially. Currently they own 27
pumps all over Pakistan. The Bahria Eifel pump is solely managed by his son Inshaal Ahmed
who has completely modernized the system. The Pump has a General Manager Maj. Mansoor
who’s responsible for day to day operations. All complaints are dealt by the pump manager
which are later forwarded to the GM, in serious cases they are solved by the owner himself.
Cameras with a range of 1 km are installed to detect different parameters. The system is all
computerized with a customized automated management system made especially by Olsen
Software for 2 million. This informs them about the live updates of all the outlets they own
for example:
 Quantity of petrol in reserves
 Sales in peak hours
 Sales in off peak hours
 No. of fillers per station
 Sales in real time
 Which dispensing unit has highest sales
 Total volume sold
 Sales by card or cash
Customer Care Day:
Customer care day which is a big event celebrated by PSO every year was celebrated
on its 45th anniversary in Lahsore at two of its outlets PSO Bahria and Rangers.
The team heading the Bahria Eifel consisted of 8 members Fatima Husain, Hamza Iqbal, Farah
Eman, Izza Mir, Sharmeen Shahid, Ali mumtaz, Ayesha Nauman and Farhan Farrukh
responsible for making the event successful. The primary responsibilities included the
 Décor and setup of the pump
 Ensuring WOW and HSE training is being practiced
 Awareness of the lubricants
 Increase sales of lubricants
 Inauguration of PSO on wheels
 Gift hampers
Dealer’s initiative
The dealer Mr. Inshaal Ahmed briefed all interns of the software’s and daily operations.
He discussed the shifts schedule, no. of fillers, their salaries, the layout of the pump and special
arrangement such the entire pump was repainted, decorated with balloons and a bike was
installed for the lucky draw.
WOW and HSE training:
The wow service is a step to step guide to ensure the smooth interaction of customers at the
fore court which consists of few basic steps
 Greet with AOA
 Ask for a top up
 Windscreen cleaning service
 Payment preference via cash/card
 Ask about meter check
Some other steps include whether the uniforms are clean, fillers look all prim and proper,
proper sanitation at the outlets where the customers are presented with a sanitizer spray to clean
the car, hand sanitizer and face masks etc. As representatives all interns ensured if all these
steps were being followed and trained the employees where they lagged behind.
Customer Satisfaction:
The most important part of the intern’s presence was to collect data about the pumps
performance and overall satisfaction with PSO. Most of the customers were satisfied with
Bahria Eifel and majority believed this pump did not need any more suggestions for
improvement however a plethora of complaints came in of the other branch just a few km away.
They were proud on the fact that PSO was the only petrol station that serves the general public
during strikes and felt it’s their social responsibility to prefer and support pumps like PSO that
supported the public at the hour of need.
Awareness of Lubricants/Cards:
The main task of all interns was to increase sales and awareness of the lubricants. PSO
has 3 types of lubricants called carient +, carient ultra and carient synthetic for cars and Blaze
for motorcycles. Majority of customers were not aware of the lubricants and preferred Zic and
Kixx over carient. Upon asking the reason they answered that mostly oil changers recommend
lubricants by these companies and they had a perception that since PSO is a Pakistani company
its quality is inferior compared to international companies like shell, total etc.
So as representatives of PSO we informed them about the quality standards of PSO and
changed the way they think of a PSO by asking them to support a Pakistani company. We also
informed them that there’s no major difference in quality rather asked customers to get the
product tested if they reservations. Many customers were reluctant in buying lubricants as there
was no oil changing facility at the pump while competitors provide them with such services
along with some additional facilities. So for this we informed them about PSO on wheels van
which comes home for car wash and oil change, which the customers found very convenient.
Major sales were of Blaze 4T as it’s a cheaper product that comes in a small bottle
while carient is difficult to sell as it’s an expensive product for which the customers usually do
an informed research and unwilling to spend 4-5k on the spot that too without any instant oil
changing facility. The sales ratio of blaze 4T with carient was 80/20 with around 60-70 Blaze
4T bottles sold compared to 5-6 bottles of carient.
Lucky Draw:
The sales grew drastically on the day of the lucky draw. At the day of the lucky draw it
was easier to sell without much convincing as the customers could see the arrangements and
the gifts laid out which motivated them to make a purchase while on the previous day they
were reluctant.
Many gifts were distributed to customers upon the sale of Carient bottles (3-4 liters)
and getting petrol of more than Rs. 2500 and their names were included in the lucky draw.
Suggestions
Efficiency
According to the dealer the petrol pump follows a 24 hr shift cycle. The workers who
work one day take an off the next day. It was observed that the efficiency level of the workers
was at its maximum during the start of the shift while they became a bit dull around 2-4pm
which are peak hours. All of the stations were not being utilized and the filler at times was seen
doing the job of the cashier as well.
Billing
The pump although small but busy has a major influx of customers from all over Bahria
since customers prefer Bahria Eifel because of its good services. However the pump had only
one cashier responsible for all cash handling. This caused a nuisance while asking for change
as all interns were dependent on him for the cash returns, in response the customers had to wait
for the change. Another problem was the lack of coins needed for change. In this situation a
Blaze 4T costing around Rs.385 had to be sold for Rs.390 on which the customers had
reservations.
Layout
Bahria Eifel has a two way entry system which is convenient for customers coming
from both ends but since the covered area is small the cars at times come face to face that
causes entry and exit problems. The traffic warden should encourage a one way traffic with
defined IN and OUT signs.

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Customer-Care-Day-Report.docx

  • 1. PSO Customer Care Day Submitted By: Fatima Husain Hamza Saeed Farah Eman Halimah Sheikh Date: 14th January-2022 Retail Outlet-Rangers Retail Outlet-Bahria Eifel
  • 2. Rangers Filling Station Introduction The Rangers Filling Station is located at The Zarrar Shaheed Road next to the Rangers Headquarters. It is a very busy petrol pump with a majority of the traffic being the motorcycles and rickshaws. The forecourt had 4 islands with 2 fillers each. The total staff was 12 people which included 3 cashiers. There was one supervisor to whom this staff reported and a floor manager, Mr. Asif responsible for the operations of the forecourt. The dealer of the Rangers Filling Station was Mr. Chaudhry Khushnood Ahmed who monitored the entire operations of the forecourt on daily basis along with his other forecourts. All the forecourts had cameras installed and the activities were being monitored by a control room and they were in direct contact with the supervisor of the forecourt. If there was any mistake made by a filler, the control room contacted the supervisor via WhatsApp group and the supervisor holds the filler accountable for the mistake. It is to be noted that the Rangers Filling Station is a site which was previously owned by Shell and PSO acquired this site within 12 hours over night which is one of the biggest achievements of the PSO Commercial Sales team. Customer Care Day The customer care day was celebrated on the 45th anniversary of Pakistan State Oil on two outlets of Lahore i.e., Bahria Eiffel View and Rangers Filling Station where the acting Managing Director Mr. Abdus Sami was the chief guest. The team appointed at the Rangers Filling Station and was responsible for the arrangement of the event from the training of the staff and fillers to the placement and decoration of the forecourt. The team appointed at the Rangers Filling Station consisted of eight interns which included Hamza Saeed who was the team leader for the event, Shahmeer Maqbool, Muhammad Essa Khan Niazi, Halimah Sheikh, Zoha Chohan, Rabia Taimoor, Isra Sheikh and Fatima Kashif under the guidance and supervision of Shayan Usman. The main tasks performed by the team were as follows:  Dealer interaction.  Education and training of fillers.  Customer Interaction.  Promotional Activities.  Sales pitch and selling of lubricants.  Customer Giveaways.  PSO on Wheels.
  • 3. Dealer interaction: The dealers of the Rangers Filling Station, Mr. Chaudhry Khushnood Ahmed had a one-to-one meeting with the team appointed at the Rangers and informed us about the arrangements and the schedule of the program. He discussed the positioning of the standees and the kiosks of the lubricants and Digi Cash etc. Mr. Khushnood also introduced us to the floor manager, Mr. Asif who accompanied us at the forecourt and made sure all our ideas related to the arrangements and decoration were implemented. He helped us in setting the kiosks and other arrangements for the customer care day. Education and training of fillers: The main objective of our field visits was to understand how the fillers and the staff interacts and deals the customers and how this behavior can be improved. In this regard, we were told about the wow training and taught that how we can train the fillers and improve the quality of the service. This wow training was given by the interns to the fillers at the Rangers Filling Station during the previous days while preparing for the customer care day and even on the customer care day, the interns monitored the way the staff if interacting with the customers, the sops of covid 19 if they are being implemented or not and the personal hygiene of the fillers. By the efforts of the team and the interest of the fillers, this training was very successful and the fillers implemented the training successfully. Customer Interaction: Another part of the Customer Care Day was the interaction with the customers in order to know their journey with PSO and get their feedback and incorporate the feedback to further enhance the customer experience. Most of the customers were satisfied by the services of PSO but they did say that the customer service varies from forecourt to forecourt and that the fillers and staff was only active and efficient because the team of PSO was present at the forecourt and expected that the staff remains like this all the time. Also, they suggested that PSO must offer some discounts and promotions to their loyal customers as the customers were frequently refueling from the Rangers Filling Station. Upon this, the team informed them about the Digi Cash Card and the loyalty points offered on using the Digi Cash Card, the team got to know that the customers were not aware of the Digi Cash Card and the promotions and discounts offered on its use. The customers were also asked if they use Carient Motor Oils by PSO where most of the customers said that they do not use Carient Motor Oil and some of them were not even aware of the Carient Motor Oil products. The team educated the customers about the Carient
  • 4. Motor Oil products and sold the Blaze 4t to motorcycle drivers and Carient Ultra, Carient Plus and Carient Fully Synthetic to the car drivers. The customers were very happy and impressed by the efforts of the interns during the entire customer interaction activity. Promotional Activities: Various promotional activities were performed at the forecourt as a part of the Customer Care Day. Even before the event day, the coupons for the lucky draw on the purchase of Blaze 4t were being given to the customers and on the event day, these sales were more than doubled as customers saw that the lucky draw was taking place in a few hours and therefore they were buying the engine oil more and more due to which, the Blaze 4t bottles of 700ml went out of stock. Apart from the promotion on engine oils, the customers who purchased fuel more than RS 2500, they were also given coupons for a lucky draw to be taken place at the end of next month. Sales pitch and selling of Carient Motor Oils: The team also pitched the customers about the lubricants of PSO, Carient Motor Oils. They were educated about the quality standards implemented by PSO and the ways in which the lubricants of PSO are better than the competitors. Many customers were quite convinced from the sales pitch and even purchased the lubricants. The Blaze 4t was the most selling lubricant at the Rangers Filling Station, reason being that the majority of the customers at the forecourt were bike riders. One of the issues being faced while selling was the lack of oil changing facility at the forecourt due to which the customers were not buying the lubricants as they needed instant oil change. Customer Giveaways: The customers were also given small gifts as a part of the customer giveaways activity on the Customer Care Day. The customers were very happy with this activity and really appreciated PSO. A separate kiosk was set for the giveaways but they were distributed at the islands as the crowd started to gather around the kiosk and traffic flow was being impacted at the forecourt. PSO on Wheels: PSO on wheels was also inaugurated at the event which is a mobile van which will come at the door step of the customers for oil change and car wash. The pamphlets were
  • 5. distributed among the customers and they were informed about the services which are to be provided by the van. The customers very intrigued by the facility and inquired more about the service. Some giveaways were also given as a part of the PSO on wheels campaign. Observations and Feedback: The entire team was very happy as it was a great learning experience for everyone. The overall staff of the Rangers Filling Station was very co-operative and they were good learners but when there was no check and balance on the fillers, they compromised on the service quality but the overall operations were not impacted. One of the issues was that the traffic flow was very high at the forecourt therefore there was a strong need of a traffic warden at the entrance of the forecourt in order to direct the traffic and separate the bikes and cars in order to ensure a smooth flow of traffic. Also, in order to reduce the attending time and improve the customer service and efficiency. Another recommendation was that the filler should always stay at the dispensing unit and the staff responsible for cleaning the wind screen must ask the customer about the amount of fuel to be filled and convey it to the filler and at the same time ask the customer if the payment is by cash or on card. In this way, the customer will not have to wait for the payment if the card is to be used. This overall process will reduce the time taken to attend a customer by approximately 2 minutes.
  • 6. Customer care day Bahria Eifel Tower Introduction Bahria Eifel Petrol Pump located at Azam Khan Bhatti Avenue near Eiffel Tower, Bahria Town. The owner Mr. Mukhtar Ahmed is their most loyal customer who joined hands with Pakistan State Oil-PSO in the late nineties with 1 to 3 pumps initially. Currently they own 27 pumps all over Pakistan. The Bahria Eifel pump is solely managed by his son Inshaal Ahmed who has completely modernized the system. The Pump has a General Manager Maj. Mansoor who’s responsible for day to day operations. All complaints are dealt by the pump manager which are later forwarded to the GM, in serious cases they are solved by the owner himself. Cameras with a range of 1 km are installed to detect different parameters. The system is all computerized with a customized automated management system made especially by Olsen Software for 2 million. This informs them about the live updates of all the outlets they own for example:  Quantity of petrol in reserves  Sales in peak hours  Sales in off peak hours  No. of fillers per station  Sales in real time  Which dispensing unit has highest sales  Total volume sold  Sales by card or cash Customer Care Day: Customer care day which is a big event celebrated by PSO every year was celebrated on its 45th anniversary in Lahsore at two of its outlets PSO Bahria and Rangers. The team heading the Bahria Eifel consisted of 8 members Fatima Husain, Hamza Iqbal, Farah Eman, Izza Mir, Sharmeen Shahid, Ali mumtaz, Ayesha Nauman and Farhan Farrukh responsible for making the event successful. The primary responsibilities included the  Décor and setup of the pump  Ensuring WOW and HSE training is being practiced  Awareness of the lubricants
  • 7.  Increase sales of lubricants  Inauguration of PSO on wheels  Gift hampers Dealer’s initiative The dealer Mr. Inshaal Ahmed briefed all interns of the software’s and daily operations. He discussed the shifts schedule, no. of fillers, their salaries, the layout of the pump and special arrangement such the entire pump was repainted, decorated with balloons and a bike was installed for the lucky draw. WOW and HSE training: The wow service is a step to step guide to ensure the smooth interaction of customers at the fore court which consists of few basic steps  Greet with AOA  Ask for a top up  Windscreen cleaning service  Payment preference via cash/card  Ask about meter check Some other steps include whether the uniforms are clean, fillers look all prim and proper, proper sanitation at the outlets where the customers are presented with a sanitizer spray to clean the car, hand sanitizer and face masks etc. As representatives all interns ensured if all these steps were being followed and trained the employees where they lagged behind. Customer Satisfaction: The most important part of the intern’s presence was to collect data about the pumps performance and overall satisfaction with PSO. Most of the customers were satisfied with Bahria Eifel and majority believed this pump did not need any more suggestions for improvement however a plethora of complaints came in of the other branch just a few km away. They were proud on the fact that PSO was the only petrol station that serves the general public during strikes and felt it’s their social responsibility to prefer and support pumps like PSO that supported the public at the hour of need. Awareness of Lubricants/Cards: The main task of all interns was to increase sales and awareness of the lubricants. PSO has 3 types of lubricants called carient +, carient ultra and carient synthetic for cars and Blaze for motorcycles. Majority of customers were not aware of the lubricants and preferred Zic and Kixx over carient. Upon asking the reason they answered that mostly oil changers recommend
  • 8. lubricants by these companies and they had a perception that since PSO is a Pakistani company its quality is inferior compared to international companies like shell, total etc. So as representatives of PSO we informed them about the quality standards of PSO and changed the way they think of a PSO by asking them to support a Pakistani company. We also informed them that there’s no major difference in quality rather asked customers to get the product tested if they reservations. Many customers were reluctant in buying lubricants as there was no oil changing facility at the pump while competitors provide them with such services along with some additional facilities. So for this we informed them about PSO on wheels van which comes home for car wash and oil change, which the customers found very convenient. Major sales were of Blaze 4T as it’s a cheaper product that comes in a small bottle while carient is difficult to sell as it’s an expensive product for which the customers usually do an informed research and unwilling to spend 4-5k on the spot that too without any instant oil changing facility. The sales ratio of blaze 4T with carient was 80/20 with around 60-70 Blaze 4T bottles sold compared to 5-6 bottles of carient. Lucky Draw: The sales grew drastically on the day of the lucky draw. At the day of the lucky draw it was easier to sell without much convincing as the customers could see the arrangements and the gifts laid out which motivated them to make a purchase while on the previous day they were reluctant. Many gifts were distributed to customers upon the sale of Carient bottles (3-4 liters) and getting petrol of more than Rs. 2500 and their names were included in the lucky draw. Suggestions Efficiency According to the dealer the petrol pump follows a 24 hr shift cycle. The workers who work one day take an off the next day. It was observed that the efficiency level of the workers was at its maximum during the start of the shift while they became a bit dull around 2-4pm which are peak hours. All of the stations were not being utilized and the filler at times was seen doing the job of the cashier as well. Billing The pump although small but busy has a major influx of customers from all over Bahria since customers prefer Bahria Eifel because of its good services. However the pump had only one cashier responsible for all cash handling. This caused a nuisance while asking for change as all interns were dependent on him for the cash returns, in response the customers had to wait
  • 9. for the change. Another problem was the lack of coins needed for change. In this situation a Blaze 4T costing around Rs.385 had to be sold for Rs.390 on which the customers had reservations. Layout Bahria Eifel has a two way entry system which is convenient for customers coming from both ends but since the covered area is small the cars at times come face to face that causes entry and exit problems. The traffic warden should encourage a one way traffic with defined IN and OUT signs.