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VENUE: T&E NITI MARG

24thJUNE 2014

GURUKUL FSM TRAININGDELHI RETAIL REGION DELHI

NORTH AND SOUTH SALES AREA

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PARTICIPATING OUTLETSS.NO

NAME OF OUTLET Number OfParticipants

SALES AREA

1 R.D MOTORS,2 DELHI NORTH

2 R.L BANSIWAL & SONS2 DELHI NORTH

3 SERVICE CIRCLE 2 DELHI NORTH

4 SHREYANS AUTOMOBILES2 DELHI NORTH

5 BHAGWATI FILLING STATION2 DELHI NORTH

6 KAY SERVICE STATION2 DELHI NORTH

Total Participants in Training Program: 2 FSMs.

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FACULTY Sandeep Swain, Sales Officer, Delhi East

D.Chiki, Manager, T&E Niti Marg

Richa Singh, Intern, Delhi North Sales Area

Shailja Punia, Intern, Delhi East Sales Area

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SCHEDULE & DURATIONSCHEDULE OF SESSIONS

TOPICS DURATION

Role Of FSM In Understanding ConsumerBehavior

09.30

10.00

Role Of FSM In Petroleum Value Chain 10.00 10.15

Brief on FSM Behavior & Communication

With Customers

10.15 11.00

FSM Role Play Activity: Sharing CustomerInteractions & Learning Points

11.15

11.45

SOP Tool Kit & Video 11.45 12.45

Hands On Training On Oil Lube Machine & Its

Vitality On Forecourt

12.45 13.30

Awareness of FSM on High Selling lubricants 13.30

14.00

Lunch 14.00 15.00

In-situ Training : Final Quiz & Prize Session 15.00 18.00

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APPROACH TO CONSUMER

BEHAVIOUR SESSION

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TOPICS COVERED: In the first session, understanding the consumer behavioral approach was rendered to the

FSMs in order to deal better with customers through understanding their need and psyche.

Importance of maintaining and following SOP guidelines and the value of providing

customers with standardized service.

Understanding various types of customer visiting retail outlet and providing a quick service

from ingress till egress.

Role play exercise : Dealing with frequent customer complaints and ways of handling them.

Motivation at work place and further motivating your fellow FSM session was carried out by

Mr. D. Chiki intensively.

Training the FSM about high selling lube products and utilizing the oil lube changing machine

as a tool to increase forecourt sales of Racer 4 and Racer 2 products by engaging customer

from the filling point itself and generating the idea supported by Lube campaigns

Teams of experienced and new joined FSMs were created and provided a selling task at lube

stall in order to sell the product to customer.

Quiz session testing the current knowledge gained and selling skills of FSM .

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FSM SPOT QUIZ WITH IN DEPTH

SESSION

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QUESTIONNAIRE FOR FSM (DELHI NORTH DELHI SOUTH AREA) DATE:- 24-06-2014VENUE:- T E, NITI MARG.

Q 1. What is the difference between CO2 and DCP? And explain its use?

Q2. How to handle the customer if the fuel gauge of the vehicle does not

respond?

Q3. CLUB HP deliverables. Name any 4? Q4. Range of petrol density and diesel density?

Q5. T.T decantation safety measures. State the Process?

Q6. Name 3 pre- requisites during fuelling the vehicles and addressing

customer?

Q7. Name 3 colors of HP logo?

Q8. Name any 5 HP lubricants?

Q9. Full form of S.O.P.

Q10. What is oil lube changing machine and how it works?

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KNOW YOUR ROLE:MOTIVATION AT

WORKPLACE

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IN-SITU TRAINING: SELLING LUBES

& UTILIZATION OF OIL LUBE

MACHINE

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SPOT QUIZ: FSM RECOGNITION

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QUIZ WINNERS OF FSM TRAINING

SESSION

Vijay Singh Rathod- 1stPrize- Bhagwati Filling Station, DelhiSouth

Ram Kumar-2ndPrize- Kay Service Station, Delhi North

R.S Laxman-3rdPrize- Kay Service Station, Delhi North

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ATTENDANCE OF 24thJune FSMTRAINING SESSION

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CONCLUSION: The training program ended with a positive note on making

the FSMs duty bound about various types of customers.

The training could successfully impart the benefits of cue

cards knowledge to be enhance by FSM for better

salesmanship and operations at RO.

The quiz could lead the FSMs on a more assertive path in

understanding their job requirements and role in a HPCL

retail outlet on a broader perspective.

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THANKS !