Comprehensive Notes – Nissan CRE/CRM Training

Nissan Brand Overview

  • Rich legacy spanning 91 years (established 26\,December\,1933 in Yokohama, Japan).
  • Founder: Yoshisuke Aikawa – guiding motto: “Do what others don’t dare to do.”
  • Brand essence: Innovation & Excitement for Everyone.
  • Strategic vision: Nissan Intelligent Mobility – transforming cars into partners that give peace-of-mind, keep drivers connected, and enable autonomous, electric & connected technologies.
  • Key technology milestones:
    • 50+ Connected-Car features.
    • World’s first Around View Monitor ( 2007 ).
    • Nissan Leaf: 3{,}20{,}000+ units sold; no battery replacements to date.

Global Alliances & Achievements

  • Renault–Nissan–Mitsubishi Alliance: world’s largest automotive alliance; sales 10.7 million vehicles.
  • World’s largest EV maker: 7{,}00{,}000 electric vehicles sold.
  • Global sales volume: 4.79 million units; India contribution mentioned 237 million (times) – context: brand impressions.

Manufacturing & Presence in India

  • World-class manufacturing plant (est. 2005) with 4{,}80{,}000 annual capacity.
  • 1 Billion USD invested in R&D Centre (Chennai, 6000+ engineers), Alliance plant, Digital Hub (Trivandrum), nationwide network.
  • Retail footprint: 111 sales cities, 12 workshop cities; major export hub.
  • Cumulative domestic sales: 5{,}31{,}641 units (till June\,2025); exports 88{,}700 units (FY 2024–25); total customers 6{,}20{,}000+.

Nissan Academy Training Programs

  • Covers Sales & After-Sales domains.
  • Core modules: NPOM, NSOM, GNSAP, NCRE/NCRM, NJC, N+D Skill Development, NSTEP 1–3 (Body, Paint, Engg., Chassis), NMT, PRESOS.
  • Support tools: Training Policy & Procedure Manual (TPPM), Learning Management System, bulletins, calendars, Job Controller Program.

Agenda Snapshot (Course Outline)

  1. About Brand
  2. Roles of CRE/CRM
  3. Required Skills (K.S.A.)
  4. Sales Process
  5. Service Process
  6. Customer Satisfaction
  7. Complaint Management
  8. Quick VOC Survey Methodology

Roles & Expectations: CRE vs. CRM

CRE (Customer Relationship Executive)

  • Tele-phonic enquiry handling & appointment prospecting.
  • MIS & report generation, walk-in/call-in register maintenance.
  • Post-visit follow-up, grievance capture & escalation.
  • Showroom/workshop cleanliness monitoring.

CRM (Customer Relationship Manager)

  • Monitor & improve customer satisfaction indices.
  • Handle all customer communication & queries; escalate gap areas.
  • Ensure showroom/workshop standards & SOP compliance.
  • Feedback loop with stakeholders for proactive improvements.

Shared Expectations

  • Enforce Nissan sales/service processes.
  • Manage booking-to-delivery updates; internal escalations.
  • Deliver premium guest experience; prompt grievance resolution.
  • Drive countermeasures & action plans.

Knowledge–Skills–Attitude (K.S.A.) Framework

  • Knowledge: product specs, technical aspects, processes, reporting formats.
  • Skills: communication, telephony, listening, probing, data capture.
  • Attitude: values, interpersonal behaviour, ownership mindset.

Communication Mastery

Greeting Etiquette

  1. Stand up.
  2. Eye contact.
  3. Smile genuinely.
  4. Namaste gesture.
  5. Introduce yourself & dealership.
  6. Offer refreshments; share digital business card.

Effective Communication Principles (5 Cs)

  • Crisp, Correct, Complete, Clear, Courteous.

Telephone Etiquette

  • First 10 seconds build the impression.
  • Avoid slangs/interruptions; maintain pitch; be brief.
  • Phases: Before (prep & posture), Opening (greet + purpose + confirm timing), During (polite, empathic, simple language), Ending (summarize, thank, let caller hang up).
  • Transferring & conference-call protocols: permission, context transfer, quiet environment.

Listening & Probing

  • Listening types: Pretend, Selective, Active, Empathetic (required for complaints).
  • Empathetic listening tactics: quiet mind, 100\% attention, non-judgmental, paraphrase.
  • Probing aims: clarify, obtain info, explore difficulties; accurate data collection enables marketing & cost savings.

Written Communication (E-mail)

  • Informative subject line; minimal simple words; proof-read; prompt reply.
  • Avoid jargon, ALL-CAPS, coloured backgrounds, emoticons; use approved signature.

Body Language & Grooming

  • Positive signals: open palms, gentle eye contact, relaxed posture.
  • Avoid: folded arms, phone usage, fake expressions.
  • Grooming checklists for men & women: neat hair, clean uniform, polished black shoes, subtle accessories.

9-Step Nissan Sales Process

  1. Prospecting – identify & contact potential buyers.
  2. Greeting – warm, timely welcome; showroom checklist mandates attention within 2 minutes.
  3. Consulting – need diagnosis; build trust.
  4. Product Presentation – FABing with SMART5 linkage; SUPER demo; pocket guides & one-pagers vs. competition.
  5. Test Drive – experiential step; CRM logs on TD Availability Chart, Vehicle Condition Checklist, Feedback Form.
  6. Negotiation – aim win-win; focus on value, transparent quotation; use PVC comparison tool.
  7. Closing – ensure satisfaction, explain finance & documents, commit timelines.
  8. Vehicle Delivery – immaculate car, ceremonial hand-over, delivery within 45 minutes.
  9. Follow-Up – N+2 day & 21-day calls; capture referrals.

Booking Confirmation & Delay Management

  • CRE SMS within 2 h of booking; N+1 day confirmation call using script.
  • If delay arises: communicate reason, propose new timeline; obtain consent or process cancellation/refund.

Vehicle Delivery Detailed Procedures

Pre-Delivery Inspection (PDI)

  • Two-stage PDI: before showroom display & before delivery; log sheets mandatory.
  • Customer PDI handover copy signed by inspector & customer.

Delivery Preparation Timeline

  • Tracking matrix: N-14/N-7 milestones for stock vs. non-stock vehicles (finance, registration, PDI, accessory fitment).
  • Pre-delivery checklist ensures sanitized, accessorized car; clean delivery area backdrop, materials ready.

Ceremony Essentials

  • Bouquet, sweets/chocolates, congratulations song, photo printed instantly.
  • Instant Feedback Form located in welcome docket; CRM to resolve issues.

Service Process Overview

  1. Pro-Active Contact & Appointment (SMS N-15, call N-7, fix N-3, confirm N-1, reschedule Nth).
  2. Service Reception – contactless, safety protocols.
  3. Job Progress Control – one-man-one-bay; updates to customer.
  4. Service Work & Quality Control – Fix-It-Right-First-Time (F1) philosophy.
  5. Vehicle Delivery – clean, on-time.
  6. Post-Service Follow-Up (PSF & CCH) – N+1 data collection; N+2 feedback calls, log in DMS.

Express Service (ES-90)

  • 90-minute periodic maintenance with two technicians; no extra cost; pitch during N-7 call.
  • Process times: Customer write-up 12 min; vehicle to bay 3 min; checks 38 min; wash & billing 37 min (variants indicated: 10/25/12 depending on model).

Nissan Doorstep Service (NDS)

  • Scope: within 25 km; PMS & minor repairs; target lady/aged customers & lost customers.
  • Charges: PMS – no extra; running repair – ₹300 labour (code VDC015).
  • Process flow: appointment N-3; RO marked “Doorstep Service”; technician visits with spares; payment via digital; feedback captured.

Customer Satisfaction & Retention

  • Satisfaction arises when real experience > expectation.
  • Keys: active listening, responsiveness, brand awareness, consistent treatment.
  • Retention via regular service, relationship building (trust, value, open conversation).

Complaint Management SOP

  • Objectives: customer-centric, avoid legal/media risk, align NMIPL–Call Centre–Dealership.
  • Snowball Effect: unresolved issues escalate.

7 Steps of Handling

  1. Receive complaint.
  2. Collect info.
  3. Root-cause analysis (5 Whys examples included).
  4. Find resolution.
  5. Explain to customer.
  6. Implement solution.
  7. Prevent recurrence.

Types & Sources

  • Escalated: toll-free 18002093456, e-mails, social media, legal notices, top management, Red Alerts.
  • Non-escalated: in-dealership feedback.
  • Detailed sales & service category matrices (booking, delivery, quality, cost, facility, staff behaviour, etc.).

Tools & Portals

  • Complaints Management Portal, Siebel CRM tick box for Doorstep, social media workflow.
  • Escalation matrix: same day (N), +48 h (N+2), +72 h (N+3), +120 h (N+5), +168 h (N+7) — escalating from Dealer CRM → GM → Principal → ASM → RM → CBH → MD.

Quick VOC Survey Methodology

  • Partner: IPSOS; SMS with survey link in 11 languages sent on Delivery Day + 3.
  • Quick VOC core questions (3 Sales / 4 Service). If rating 1–6 → Red Alert.
  • OS-NPS formula: \text{OS-NPS} = (9+10) - (1\text{ to }6) (Top-2 Box minus Bottom-6 Box).
  • Red Alert flow: IPSOS → Allianz portal → Call Centre → Dealer & ASM; resolution within 48 h.

COVID-19 Guidelines

  • Dealership hygiene: infrared thermometers (cost 4–5 k INR), masks, gloves, 1 m distancing, hourly sanitization of cars & facility.
  • Zero-Contact Sales & Service tweaks per process step (no handshakes, digital docs, pre-sanitized test drives, pick-up & drop, staggered appointments).
  • Workplace & canteen: alternate seating, VC meetings, disposable cups; minimum distance 1 meter at meals.
  • Customer SMS template provided for reopening communication.

Key Numerical References

  • Alliance sales 10.7 million; EV sales 7,00,000.
  • Plant capacity 4,80,000 units/year; 1 Billion investment.
  • Express Service duration 90 minutes; Delivery ceremony target 45 minutes.
  • Complaint escalation thresholds: 48/72/120/168 hours.
  • Doorstep service radius 25 km; labour charge ₹300.
  • N-timelines: Reminder mail N-15, call N-7, fix N-3, confirm N-1; booking follow-up N+1; PSF N+2.

Remember: Process adherence + skilled communication + empathetic attitude = elevated customer delight & brand loyalty.