Sales Processes & Customer Handling -- MSIL

The first step in the Maruti Suzuki Sales Process is:

• Product Demonstration

• Lead Generation

• Customer Need Analysis

• Test Drive

During the need analysis, the primary focus should be:

• Pushing high-value models

• Listening and understanding customer requirements

• Highlighting discounts first

• Talking about competitor weaknesses

While greeting a walk-in customer at the showroom, the right approach is:

• “What budget do you have?”

• “Which car do you want to buy?”

• “Good morning, welcome to Maruti Suzuki. How may I assist you today?”

• “Are you here for a test drive?”

A customer asks about safety features. The best response is:

• Compare with other brands

• Explain features with benefits and relate them to daily driving situations

• Only mention airbags

• Avoid discussing safety to prevent fear

In Maruti Suzuki, when should the finance option be discussed?

• At the very beginning of the interaction

• Only after booking confirmation

• After understanding customer requirements and building interest

• Never discuss unless asked

The purpose of a test drive is to:

• Collect the customer’s data

• Demonstrate the key features and build confidence

• Shorten the sales process

• Just follow protocol

Which of the following is part of effective objection handling?

• Arguing with the customer

• Ignoring objections and focusing on offers

• Listening carefully, empathizing, and giving facts with examples

• Saying “This is the best we can do, sir”

Cross-selling accessories should be done:

• Immediately when the customer walks in

• After the deal is closed, linking accessories to customer’s needs

• Only if the customer asks

• Never, it reduces trust

In Maruti Suzuki sales process, delivery ceremony is important because:

• It increases showroom photo uploads

• It creates a memorable customer experience and builds loyalty

• It helps the salesperson close targets

• It reduces complaints

The most effective way to handle price-sensitive customers is:

• Show discounts first

• Emphasize value, benefits, and long-term savings

• Criticize competitor pricing

• Tell them price is fixed