The document summarizes a mystery customer visit to a retail automotive dealership branch. It provides a checklist of elements evaluated: Greeting, Understanding needs, Showcasing products and services, and Thanking the customer. While sales representatives demonstrated product knowledge and financing options, the visit found a lack of greeting, poor body language, and not following COVID guidelines. A SWOC analysis revealed strengths in facilities and sales approach but weaknesses in hospitality, customer testimony, and interaction that could be improved with better branding, formal behaviors, and readiness to offer home services.

1. Retail Branch Visit as a Mystery Customer
Check List During the StoreVisit
 G - Greeting
 U – Understand
 S - Showcase (Products & Services)
 T - Thank (Closing)
Address - Signal, Runwal Anthurium, Underground
parking, Lal Bahadur Shastri Rd, opp. Veena Nagar,
Mulund West, Mumbai, Maharashtra 400080

2.  Greeting – Lack of Greeting due to Attire, They did not Greeted me well.
 Understand - They were quite good at understanding the needs of customers
and the confidence of the sales representative was good.
 Showcase – They were well versed with the product knowledge and Promised
to Provide Good after sale service. They have provided the buyback options to
Finance the car, loan facility was also explained.
 Thank you – They had taken my number for further discussion, Closing was
Good. Closing note - Thank you for choosing Cars24.

3. Observations – SWOC Analysis
Strength
Proper sitting and water arrangements
Key benefits like good evaluation, instant
money transfer, free RC transfer
Confidence of sales staff towards services
Good approach to sale towards services
Help to serve benefit by executive
Weaknesses
Unhealthy welcome due to attire
Covid -19 guideline not followed
Body language
No washrooms
Lack of customer testimony
Lack of hospitality
 Focus on hospitalities
 Lack of customer testimony
 Improving corporate culture
 Improving customer Interaction
 Customer feedback form
 Banner placards of offers
 Tags for seating lounge
Opportunities Challenges
 Lack of information related to
Banners, Stickers, proper Inside
branding
 No Formal Behaviors
 Lack of Etiquette
 Poor body Language
 They Must Ready to offer Home
Services

4. Covid -19 Guideline
Need improvement in Greeting and Hospitality
Body language Must Improve
Use of 3D logo is recommended for better
presence
Fire Extinguisher
Sales representative should take a permission
for attending a Any calls.
Their Must be More Banner and standee