NEXA BRAND VALUES
TDM Module 4
PRE-TEST
2
QUESTION 1
What does NEXA stand for ?
A. New Exclusive Automobile Expansion
B. New Expanded Automation Experience
C. New Exclusive Automotive Experience
D. New Exclusive Automobile Experience
3
QUESTION 2
What are the brand values that NEXA adheres to?
A. Reliable, Professional, Digitized, Convenient
B. Experience, Exclusive, Global, Efficient
C. Global, Reliable, Innovative, Pampering, Excitement
D. Exciting, Sensitive, Industrious, Personalized
4
QUESTION 3
What is exclusive about the NEXA Brand?
A. State-of-the art technology
B. Premium Product and services
C. Customer complaint resolution
D. Choice A & B
5
QUESTION 4
The value “Innovation” has been brought to NEXA
through
A. Relationship maintained by RMs with customers
B. Technology used at NEXA showrooms
C. Lifestyle amenities at NEXA showrooms
D. Hospitality offered by the RM
6
QUESTION 5
At NEXA, exclusive hospitality is the first key to
_____________
A. Pamper the customer
B. Convince the customer
C. Acknowledge the customer
D. Recognize the customer
7
QUESTION 6
Which of them is not an convenience accessory
A. Charger
B. Cool-Warm Box
C. Seat Covers
D. Mobile Holder
8
QUESTION 7
At NEXA, lifetime relationships are created through
A. Loyalty programs & rewards
B. Selling premium accessories
C. Selling insurance
D. Providing freebies along with a car.
9
QUESTION 8
The value “Global” has been brought to NEXA through
A. Relationship maintained by RMs with customers
B. Lifestyle amenities at NEXA showrooms
C. Technology used at NEXA showrooms
D. Hospitality offered by the RM
10
QUESTION 9
Reliability is a NEXA value observed through
A. Relationship maintained by RMs with customers
B. Lifestyle amenities at NEXA showrooms
C. Technology used at NEXA showrooms
D. Hospitality offered by the RM
11
QUESTION 10
Which is the HERO car?
A. Car kept at malls for promotion
B. Car maintained for the test-drive
C. Car displayed below the bulk-head
D. Cars in the stock-yard
12
QUESTION 11
Technology enables which of the following NEXA values?
A. Global
B. Reliable
C. Innovative
D. Pampering
13
QUESTION 12
Lifestyle amenities enables which of the following NEXA
values?
A. Global
B. Reliable
C. Innovative
D. Pampering
14
QUESTION 13
The NEXA relationship manager adds value to the NEXA
brand due to the following qualities
A. He/she is an expert of automobiles
B. He/she understands people's cultures
C. He/she understands people's values, needs and
caters to them accordingly
D. All of the above
15
QUESTION 14
Which of the following cars must not be kept in the
display/demo area
A. Pearl arctic white, SCross
B. Urban-Blue, SCross
C. Autumn Orange, Baleno
D. Ray-Blue, Baleno
16
QUESTION 15
What is the “Bulk-head at a NEXA dealership?
A. Rectangular wooden flooring with accessory display
B. Floor Manager cubicle
C. Rectangular unit with lights, placed over the Hero-Car
D. The small customer discussion cubicles
17
QUESTION 16
At NEXA, the relationship manager is responsible for
A. Pre-sales process
B. Showroom and Delivery activities
C. Post-sales process
D. All of the above
18
QUESTION 17
Which of them is not an lifestyle accessory
A. Compact Umbrella
B. Travel bag
C. Thermos
D. Alloy wheel
19
QUESTION 18
Pick the odd one out
A. Head-up display
B. Cushion
C. Garmin Navigation
D. Hands free Kit
20
QUESTION 19
Hospitality enables which of the following NEXA values?
A. Global
B. Reliable
C. Innovative
D. Pampering
21
QUESTION 20
Which if them is not as per NEXA Guideline for uniform?
A. Grey Trousers
B. White Shirt
C. Grey Blazer
D. Red Tie
22
PRE TEST SOLUTION
1 C 11 C
2 C 12 A
3 D 13 D
4 B 14 A
5 A 15 C
6 C 16 D
7 A 17 D
8 B 18 B
9 D 19 D
10 C 20 D
23
SESSIONS AND FLOW
Session 1: What is a Brand
Session 2: NEXA Brand Values
Session 3: Post Test
24
WHAT IS A BRAND
1
25
THE NEXA BRAND
This session will cover, The NEXA
• Brand Philosophy
• Target Customer Profile
• Brand Elements
• Brand & You
26
WHAT IS A BRAND?
Can you name a few famous brands?
27
WHAT IS A BRAND?
What are these brands renowned for?
28
WHAT IS A BRAND?
design excellence in precision luxury
mobile technology watches
for latest & durable
TV technology designer
clothes
airlines for on-time record
Popular
aeriated drinks
What are some of the characteristics that made these brands?
29
CHARACTERISTICS OF A BRAND
Gives the Great quality
brand its creates the
identity Unique Reliable trust factor
Valuable Evolving
Changes with time to
Worthy of
adapt to customer’s
its price
preferences
30
NEXA BRAND
VALUES
2
31
WATCH & LEARN
Play the video from the folder
• VDO 1 – Brand AV
• VDO 2 – NEXA Ad1
• VDO 3 – NEXA Ad2
• VDO 4 – NEXA Ad3
32
NEW
New Today, New Tomorrow.
New Products. New Technology.
New Expectations. New Surprises.
EXCLUSIVE
Exclusive Attention.
Exclusive Relationship.
Exclusive Style.
AUTOMOTIVE
Automotive Leader.
Automotive Benchmarks.
Automotive Global Standards.
33
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
Inclusive Earning trust and Visible innovation Invoking the
Globalism that reliability through that creates an feeling of being
presents partnership and immersive treated special
international consultancy. experience. and different
standards & best Listening, Innovation that through a level
practices in understanding and shows modernity of customer
automotive providing service and reflects service and
industry with deep and solutions that leadership in the hospitality un-
knowledge & reflect automotive industry matched in
sensitivity to local professionalism and automotive and
concerns, culture Expertise. on par with the
& conditions. best in service
industries
EXCITEMENT
Experiencing NEW every time!
To be amongst the EXCLUSIVE few to
experience the NEW, that makes NEXA an
exciting destination
34
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
GLOBAL is a NEXA value that comes through by catering to
the LIFESTYLE of the customer
35
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• The Global value is reflected in the design expression for NEXA,
which is Elegant, Premium and Dynamic.
Product - The Only Hero First Impression Is
Product comes first. All attention in the Everything
showroom on the product. All technology to
Every first impression is key. First impression
highlight the product. All innovations around
from outside, first impression from inside, first
the product.
impression of our vehicles. First impression of
our people.
Create Anticipation
Build desirability from the external to the Privacy Is Attention
internal. Build curiosity. What’s inside,
Personal space is key to giving status and
what’s that, what’s next?
importance. Privacy and space to observe,
to converse, to discuss, to appreciate.
36
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• First Look while approaching NEXA showroom creates interest
• The customer is tempted to see what’s inside
37
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• Spic and span
• Mild music
• Beautiful & sophisticated
• The showroom, the representation, the RM, the vehicle, the NEXA service
and the NEXA experience are a class apart.
38
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• From close by the NEXA showroom looks appealing
• Vehicle is the only colored object. Creates inquisitiveness
39
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• Showroom interior is very inviting
• Layout is simple and with high visibility
40
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• A premium lounge is present of comfortable seating
• The lounge offers a view of the vehicle
41
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• Top of the class LED screens
• Genuine NEXA accessories on display
42
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
RELIABLE is a NEXA value that comes through the
RELATIONSHIP the RM maintains with the customer
43
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
In case of illness who do you approach?
Any Doctor Family Doctor
• We have a comfort level with Family doctor
• Family doctor has a better understanding of our health
• Similarly RM should be the single point of contact for customer
44
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• RM is the single point of contact
• RM takes care of the customer needs before and after the purchase
• New Car purchase, Finance, Insurance renewals, Accessories etc.
45
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
Vehicle
Demo
First Impressions
Initial Discussion
Vehicle Vehicle
Test-Drive Delivery
Finalizing the Deal
• RM takes over from the FLM and remains the single point of contact
for all of the customers automotive requirements
46
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• NEXA cards & Loyalty programs enable us to build strong customer
relationships
• RM must help customer understand and redeem reward points
47
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
INNOVATIVE a NEXA value that comes through the use of
TECHNOLOGY that is current and eases processes
48
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• All NEXA showrooms are
• Paperless and
• Wi-Fi enabled
• All transactions done through the
iPad
49
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• At NEXA showrooms iPad is used
for customer interface
• Mirroring the iPad onto large LED
screen helps customers to make
decisions promptly
• Adds a wow factor
50
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• NEXA owners app can be used by
the customer to
• Book service appointments
• Get reminders on insurance
• Get updates on loyalty program
• Stream music
51
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
NEXA Website has
• Product Information
• List of Dealerships
• List of Service station
• NEXA website has a GPS enabled locator to find nearest NEXA
showroom to the customer’s current location
52
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
PAMPERING NEXA value that comes through the
HOSPITALITY given to customer by NEXA personnel
53
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• Valet courteously takes the keys and parks the customer’s vehicle
• Standard set by NEXA, previously not experienced by the customer
54
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• Refreshments offered through a Menu
• Wide choice of beverages
55
BRAND VALUES
GLOBAL RELIABLE INNOVATIVE PAMPERING
• Delivery of car from within the showroom
• Ceremony with chocolates and flowers to make it special
56
Good customer service is
ALWAYS remembered and
appreciated and it is what
may be the difference
between a sale and just an
ROLE OF enquiry.
A
RELATIONSHIP
MANAGER
57
58
Valet Driver
CUSTOMER
SHOWROOM
Relationship General
Office Boy Manager Manager
Accessories & Tele- Accounts &
Registration Evaluator IT
Delivery Executive Loans
Runner
Admin Finance
Manager Manager BACK OFFICE
59
I AM A NEXA RELATIONSHIP MANAGER
What Is My Role?
• I am the FACE of NEXA customer experience at every
step.
• I am responsible for forming and keeping up meaningful
relationships with every customer
• I am supported by a robust team to deliver our best to all
customers
60
I AM A NEXA RELATIONSHIP MANAGER
Why I Am The Right Person For This Role?
• I am bright, confident, positive, energetic and self-driven
• I am well-groomed with a friendly personality, a dependable character and
work well with people
• I am not just an expert of automobiles, but I also understand people’s
culture, values, needs and cater to them accordingly
• I am up-to-date with the latest technology and am groomed to global
standards
• I am a true team player and a results-oriented global professional
61
I AM A NEXA RELATIONSHIP MANAGER
My Commitments
• Pre-Sale
o I will generate leads through all available sources
o I will earn referrals from my existing customers
o I will be warm and gracious towards all showroom visitors
o I will be a partner to my customers by helping them choose the best car(s) according to
their needs and interests
• Sales
o I will exceed my sales target
o I will assist my customers throughout the sales process, including loans, exchange,
registration & accessorising.
o I will collaborate with internal teams on relevant tasks and problem solving
o Before delivery, I will ensure the vehicle is ready with all accessories fitted
o I will ensure customer delight through on-time delivery
• Post-Sales
o I will keep in touch with my customers regularly on car service, insurance renewals, offers,
new launches etc., with a focus on retention, referral and loyalty
62
THEMES FOR CONTINUOUS IMPROVEMENT
Know yourself. • Get your act in order!
But know competition better! • Be Disciplined & Punctual
• Commit & Keep Commitments
Subscribe to: • You are team & Team is you
Auto-World magazines • Smile. It costs nothing.
(e.g. Auto Car India) & Websites
(e.g. Zigwheels.com)
Up-to-date Professional
Knowledge
Softer Innovation &
Aspects Initiative
• Communicate better! • Brain Storm. Innovate. Let the
• Read. Read. Read. ideas flow.
What… • Believe in who you represent.
Newspapers & Magazines • Walk that extra mile. The
• Watch English news channels customer will always remember
• Eat. Sleep. Think. Dream. you for that
English. .
63
BRAND MANIFESTO
We believe that the experience of buying a car should be exciting and memorable.
We believe that our customers have the right to demand a customer service
experience that is on par with the best, and the right to expect better.
We believe our sales people are partners in the purchase process and should be
professional in presentation and pampering in personality.
We believe that our cars and operations should be up to global standards and
our understanding up to personal requirements.
We believe that we can offer our customer the newest in terms of Innovative
technology and products, and the oldest in terms of trust, reliability and goodwill
64
POST-TEST
65
QUESTION 1
What does NEXA stand for ?
A. New Exclusive Automobile Expansion
B. New Expanded Automation Experience
C. New Exclusive Automotive Experience
D. New Exclusive Automobile Experience
66
QUESTION 2
What are the brand values that NEXA adheres to?
A. Reliable, Professional, Digitized, Convenient
B. Experience, Exclusive, Global, Efficient
C. Global, Reliable, Innovative, Pampering, Excitement
D. Exciting, Sensitive, Industrious, Personalized
67
QUESTION 3
What is exclusive about the NEXA Brand?
A. State-of-the art technology
B. Premium Product and services
C. Customer complaint resolution
D. Choice A & B
68
QUESTION 4
The value “Innovation” has been brought to NEXA
through
A. Relationship maintained by RMs with customers
B. Technology used at NEXA showrooms
C. Lifestyle amenities at NEXA showrooms
D. Hospitality offered by the RM
69
QUESTION 5
At NEXA, exclusive hospitality is the first key to
_____________
A. Pamper the customer
B. Convince the customer
C. Acknowledge the customer
D. Recognize the customer
70
QUESTION 6
Which of them is not an convenience accessory
A. Charger
B. Cool-Warm Box
C. Seat Covers
D. Mobile Holder
71
QUESTION 7
At NEXA, lifetime relationships are created through
A. Loyalty programs & rewards
B. Selling premium accessories
C. Selling insurance
D. Providing freebies along with a car.
72
QUESTION 8
The value “Global” has been brought to NEXA through
A. Relationship maintained by RMs with customers
B. Lifestyle amenities at NEXA showrooms
C. Technology used at NEXA showrooms
D. Hospitality offered by the RM
73
QUESTION 9
Reliability is a NEXA value observed through
A. Relationship maintained by RMs with customers
B. Lifestyle amenities at NEXA showrooms
C. Technology used at NEXA showrooms
D. Hospitality offered by the RM
74
QUESTION 10
Which is the HERO car?
A. Car kept at malls for promotion
B. Car maintained for the test-drive
C. Car displayed below the bulk-head
D. Cars in the stock-yard
75
QUESTION 11
Technology enables which of the following NEXA values?
A. Global
B. Reliable
C. Innovative
D. Pampering
76
QUESTION 12
Lifestyle amenities enables which of the following NEXA
values?
A. Global
B. Reliable
C. Innovative
D. Pampering
77
QUESTION 13
The NEXA relationship manager adds value to the NEXA
brand due to the following qualities
A. He/she is an expert of automobiles
B. He/she understands people's cultures
C. He/she understands people's values, needs and
caters to them accordingly
D. All of the above
78
QUESTION 14
Which of the following cars must not be kept in the
display/demo area
A. Pearl arctic white, SCross
B. Urban-Blue, SCross
C. Autumn Orange, Baleno
D. Ray-Blue, Baleno
79
QUESTION 15
What is the “Bulk-head at a NEXA dealership?
A. Rectangular wooden flooring with accessory display
B. Floor Manager cubicle
C. Rectangular unit with lights, placed over the Hero-Car
D. The small customer discussion cubicles
80
QUESTION 16
At NEXA, the relationship manager is responsible for
A. Pre-sales process
B. Showroom and Delivery activities
C. Post-sales process
D. All of the above
81
QUESTION 17
Which of them is not an lifestyle accessory
A. Compact Umbrella
B. Travel bag
C. Thermos
D. Alloy wheel
82
QUESTION 18
Pick the odd one out
A. Head-up display
B. Cushion
C. Garmin Navigation
D. Hands free Kit
83
QUESTION 19
Hospitality enables which of the following NEXA values?
A. Global
B. Reliable
C. Innovative
D. Pampering
84
QUESTION 20
Which if them is not as per NEXA Guideline for uniform?
A. Grey Trousers
B. White Shirt
C. Grey Blazer
D. Red Tie
85
POST TEST SOLUTION
1 C 11 C
2 C 12 A
3 D 13 D
4 B 14 A
5 A 15 C
6 C 16 D
7 A 17 D
8 B 18 B
9 D 19 D
10 C 20 D
86
THANK YOU
