Service Update No: SU654DZ 30th Sept 2015

Subject: Comprehensive Vehicle Health Check up (VHC) for Customer Retention- A New
initiative

All Dealers & TASC’S,

For the past several months, TML has launched various initiatives for improving vehicle inflow. In
addition to this ongoing effort this year also ,TML successfully conducted 2 Mega camps to support our
channel partners for improving vehicle service load and profitability. We have received positive
response from our valued customers and also enthusiastic participation from our channel partners in
this endeavor.

As we are aware, the single most important factor that ensures continued profitability in our line of
business is Customer Retention. This is because Customers bring in revenue to the dealerships and
more number of vehicles visiting our dealerships mean increase in revenue.

A well-maintained product is always a self-advertisement for sale of the new products. It is also
observed that most customers tend to get their vehicles checked before any long drive or if they are
kept idle for long time. Hence our customers should come back to our workshops for Vehicle check up
to make sure they are in good condition.

Since the TML recommended service schedule is for every 12 month, which is a long gestation gap, we
tend to lose touch base with customers. We are taking care of this aspect in our upcoming models, but
for all existing TML car park, we recommend “Comprehensive Vehicle Health Check up” to increase
the vehicle inflow to workshops. Kindly note that there will be no change in the scheduled maintenance
as recommended for TML vehicles.

This initiative will ensure that TML customers get value addition as this will be a comprehensive check
to determine the health of the vehicle and to ascertain the specific repair requirements in the car.

Job card Service Type to be used is “Running Repairs” and Billing hours will be 1.25 hours standard
labour rate, for the Vehicle Checkup including Road test and Top wash of the vehicle. Complaint Code
will be “SSC” and Job Code to be selected is “40PTCHECK”
Below are the City wise Labour rates for Comprehensive Vehicle Health Check up

Total Labour with Service

City Class Rate / hr In Rs. Billing Hrs Tax in Rs.
A+ 450 1.25 641
A+ 415 1.25 591
B 390 1.25 556
C 360 1.25 513

A. Below are the recommended category for “Comprehensive Vehicle Health Check up” to
increase the inflow:
1. Customers not visited workshop in last six months.
2. Vehicles which have had a break down in the previous one month.
3. Vehicles which have undergone some aggregate repairs in last 2 months.
4. Vehicles which have undergone body repair in last 2 months.

B. As a result, our channel partners would benefit from the following:

1. Customer relationship building.
2. Improved Customer Retention.
3. Improved Spares, lube & Labour revenue.
4. Additional opportunity for revenue generation through sale of battery, Tyres, AMC, EW and
24x7.

Process flow:

Step 1: Download the list of vehicles that include those which did not visit the workshop in the last 6
months, vehicle that underwent aggregate repair or body repair in last 2 months, and vehicles that
underwent any break down in the last one month (as mentioned above at A).

Step 2: CRO /Tele caller should populate the list of customers to be called for the “Comprehensive
Vehicle Health Check up” and call customers as per Tele calling script (Annexure 1).

Step 3: Customers must then be explained the benefits of “Comprehensive Vehicle Health Check up”
and must be invited to the workshop.

Step 4: Appointment must be given to customers as per their preferred time and date and Service
Request must be created in CRMDMS.

Step 5: Service Advisors should do a pre job card calling and note down customer voice and confirm
appointment time to the Customer.

Step 6: On arrival of customer to workshop, customer should be welcomed and their voice should be
noted down in the check sheet. Then do a joint road test with the customer after which the JC should
be created under service type “Running repair”.
Step 7: JC along with “Comprehensive Vehicle Health Check up” sheet provided in Annexure 2
should be handed over to the workshop floor for detailed inspection.

Step 8: Observations based on detailed inspection should be mentioned in the recommendation

column in check sheet.

Step 9: Service Advisor must explain the observations and recommendations to customer and also
the estimated cost for repairs. The need to carry out the recommended repairs, should be explained
to the customer.

Step 10: Approval must be taken from the Customer and necessary repairs must be carried out.

Step 11: The repairs carried out should be explained and the joint test drive must be taken along with
the Customer. Once the Customer is happy about repairs, explain the invoice, collect IFIR and deliver
the car. Also mention the next scheduled service due date to the customer.

Step 12: Daily monitoring / tracking should be done on the number of customers contacted, the
number of appointments taken and the number of Customers turned up for the “Comprehensive
Vehicle Health Check up “. These should be measured according to the following parameters:

Parameters Monitoring Frequency

No. of calls made by tele callers Daily
No. of appointments taken Daily
No. of vehicle attended Daily
Labor Revenue Generated Weekly
Spares Revenue Generated Weekly
Revenue generated through other products Weekly

We urge all our channel partners to implement this initiative and once again we assure you that by
regular monitoring of this activity, Customer Retention and workshop profitability will increase.

Thanking You.

Yours Faithfully,

Dinesh Bhasin

Vice President – Customer Support – PVBU

ANNEXURE 1:

Tele calling Script for Comprehensive Vehicle Health Check up

Objective: Since TML has recommended that Service Schedule is for every 12 months, which creates a long
gestation gap for existing TML car park, Tata Motors recommends Comprehensive Vehicle Health Check up
for value addition. This will be a comprehensive check to determine the health of vehicle and to ascertain the
specific repair requirements in the car.

Opening Script:

Tele-caller: Good Morning/Afternoon/Evening Sir/madam, this is ________ (Name eg: Mr .X from ABC motors)
calling on behalf of Tata Motors, am I speaking to Mr./Mrs.______ (Customer’s name)?

If customer says No:-

Tele-caller: Sir/Madam may I know when we can speak with Mr. /Mrs. ________ (customer’s name)

Record the timing and inform the person that we will call on the informed timing.

If customer says yes: -

Tele-caller: Sir/Madam, Is it the right time to speak to you?

If customer says No:-

Tele-caller: Kindly suggest your suitable time for call back (arrange a call back on the said date and time and
proceed with closing script)

For Non Matured Calls: If the customer is not picking the call, or the number is engaged or not reachable

Solution: Try and reach out the customer in every 1 hr till the call gets matured

For Non Matured Calls: If the customer’s number is wrong

Solution: Check previous job slip and call on the updated number and also update the same on CRM/DMS

For Matured calls -

If customer says yes: -

Tele-caller: Sir/Madam, May I have 2 minutes of your precious time?

If customer says yes: -

Tele-caller: Dear sir / Ma’am as per our records you last visited our workshop on dd/mm/yy . Are you happy
with the last service rendered?

If customer says yes (that he was satisfied with the last service): -
Tele-caller: Thank you Sir/Madam, hope you are aware that TML service schedule is for every 12 months.
Hence for all TML esteemed customers Tata Motors recommends a “Comprehensive Vehicle Health Check
up”.

If customer says my Vehicle is running fine why should I visit -

Tele-caller: Sir/Madam, we agree with you. This will be a comprehensive check to determine the health of
vehicle and to ascertain the specific repair requirements in the car. This will be an added advantage for your
vehicle especially to avoid unnecessary breakdowns and to give you a hassle free driving .So can we book the
appointment for your vehicle?

If customer says will it will be on chargeable basis -

Tele-caller: Sir/Madam, charges will be as per TML standard rates and trust us Sir/Madam it will be worthy for
your vehicle as this is a comprehensive check including Top Car wash.

If customer says what all will the Comprehensive Vehicle Health Check up cover -

Tele-caller: Sir/Madam it will include the checkups like

1. All Oil levels 2. Suspension and underbody inspection 3. All lights operation, Electrical system
functioning 4. Check for any leakages and operational noise in car 5. Road test of the vehicle 6.
Top Car wash 7. many more

If customer says yes (For appointment): -

Tele-caller: Sir/Madam your booking is confirmed on (date) at ___ am & our Service advisor Mr. Y(Mobile
Number) / CRM Mr. Z (Mobile Number) will take care of your vehicle. Proceed with the closing script.

If customer says No: - (i.e. Customer is not happy with the last service rendered)

Tele-caller: Can you please give us the details of your dissatisfaction? (Listen & note down customer issues in
the Activity of CRM DMS)

For Smaller Resolution: Other than repair concerns, CRO should provide resolution directly to the customer.
For ex. washing quality problem, cost & time deviation problem, job not explained, waited for long time etc.
should be resolved on the spot by CRO.

For Escalation (If any): Sorry sir/madam for the inconvenience caused to you. I have forwarded your concerns
to my CRM & I will get back to you with the resolution.

Various scenarios

1. Customer given appointment but is not willing to come or is asking for benefits.
Tele-caller: We would like to offer_____________(Pickup/Drop, 10% Labour discount, Free
Diesel/Petrol, Free Alignment, Free water wash etc. Offer can be made as per customer demand and
approved by dealer Management). Can I book your vehicle appointment on 28th July at 10 am OR at a
time convenient to you..??
 If customer accepts the offer

Proceed with closing Script

If customer does not accept the offer

Tele-caller: Sir /madam, may I know what addition to the current offers you are looking for (obtain
customer Voice /Feedback). I will forward your request to my senior & I will get back to you and
proceed with the closing script.

2. If the customer is busy or asks for Pick and drop facility

Tele-caller: We can provide you pick and drop facility also
If customer accepts the offer - Proceed with closing Script

3. If the customer asks the benefits of Comprehensive Vehicle Health Check up:
Tele-Caller: Sir /madam, this check will ensure that your vehicle is in good condition at all times and
prevent any unnecessary break downs. We will also be conducting a Joint road test along with you to
ascertain any Noise and Suspension related concerns .Our trained and certified technical team will
evaluate the checks and recommend for any repair or replacements. Further to this we will be
providing a Complete Top Car wash for your car to give enriched look.

4. If the customer asks why should I visit an authorized workshop (your price is high , I can do the same
work in a local garage also in a lower price )

Tele-Caller: Sir /Madam, Tata Motors Authorized workshops have the below benefits –
a. Use of Genuine Spare parts with warranty of 6 months or 10000 kms which ever is earlier.
b. Use of special tools
c. Use of Diagnostic Software’s and skills
d. Trained and certified Mechanics & Technicians
e. Skilled workforce
f. Peace of Mind

Closing Script:

Thank you for giving your valuable time to Tata Motors. If there is any query please call us on our (Mobile Number or
Landline Number), we would be glad to help you.

You can also book your vehicle with any Tata Authorized workshop through our Web Booking facility on
www.service.tatamotors.com .Have a great day sir /madam.
ANNEXURE 2
SR No . / Ref No :

COMPREHENSIVE VEHICLE HEALTH CHECK UP SHEET

Date : Customer's Name:
Dealer / TASC Name: Customer's Mobile No:
Vehicle Registration Number: Customer's Email Id:
Chassis Number: Customer Mailing Address:
Date Of Sale:
KMs Covered:
Model:
Customers Voice :

Please Check the following parameters (Tick the Appropriate Box and Write Recommendation/Observations, if any)
S. No. Line Item OK Not OK Recommendation
Engine Compartment
1 Engine Oil , Brake Oil, Power steering oil Level & Condition
2 Coolant Level & Condition
3 Windshield Washer Fluid Level
4 Air Filter Condition/ cleaning
5 Wiring Harness Condition ( Fouling /Fitment)
6 Battery - Voltage & Cell Sp.Gravity
7 Condition of Engine Mountings
8 Fuel Filter Condition
Interior
9 Dash Board warning lights & Gauges
10 Parking Brake Lever Operation
11 Accelerator Pedal Operation
12 Gear Shifting Operation / Boot Condition
13 Brake pedal Operation
14 Horn Functioning
15 Outer Rear View Mirror functioning
16 Window Winding Operation
17 Central Lock functioning
18 Seats and Seat Belt Operation (Front RH / Front LH)
19 Working of blower direction control Knob
20 Windshield Wiper & Wiper Motor Operations
Under Vehicle
21 Under Body Inspection & Torquing of all fastners
22 AC Belt / Alternator Belt
23 Power Steering Belt
24 Coolant Leakage & Hose Condition
25 Accelerator/Clutch Cable Route/Condition
26 Transaxle Oil Level & Condition
27 Rear Axle Oil Level
28 Engine Oil Leakage/ Fuel Leakage
29 Catalytic Convertor Rubber Hangers / Packing Condition
30 Condition of Exhaust Pipe Rubber Hangers
Front and Rear Suspension (Visual Inspection of shock
31
absorber & Bushes)
Exterior
32 Door Rubber Seal Conditions / Door Operations
33 Fuel Lid and Trunk Lid Operation
34 Condition of wiper blades - rubber lip & contact
35 Check for Any Dents or Scratches
36 Smoke Density (Visual)
37 Tyre Condition, Tyre Pressure Check and Torquing of wheels
Head Lamp , Tail Lamp, High mount stop lamp & Indicators
38
Functioning
Road Test
(Warning lights, smooth Gear Shifting, Abnormal Noise,
39
Vehicle Pulling, Steering Wobble/Vibrations/Operation, Brake
Effectiveness)
40 Complete Top wash of vehicle including wheel arch.
Cost Estimate based on Observations of Comprehensive Vehicle Health Check Up

Labour :

Spare Parts:

Consumables:
Customer's Signature Dealer's Signature

I have understood the recommendations and estimate provided for repairs