Namaste!

SELF INDUCTION WORKBOOK

FOR SALES TEAM

Strictly Confidential; for Internal Use Only

MARCH 2020 ©Renault India Property
1
 Instructions !

Hello again ! Hope you have strengthened your knowledge on the

respective topics by going through the handbook. Now, you are
ready to cross each milestone of activities through this workbook.

A few things to take care of:

 Ensure that this workbook is in printout form before you start any activity.

 Prior approval of all activities by your Manager is mandatory.

 Your mentor will be your guide for successful completion of all activities

 This Workbook consists of certain activities which you have to attempt once you finish reading a
particular topic from the Self Induction Handbook.

 Before you reach the learning recap section which consists of questions from all the sections, you
will have to go through various milestones in the form of indoor and outdoor activities within the
stipulated time.

 The Sales Manager/ In-house Dealer Trainer/ Department Owners will act as your mentor, if
need be. They will assess your performance and will share their feedbacks in each section as and
when you will complete the respective set of activities.

 On successful completion of all the activities in this workbook, your Sales Manager will share a
“Certificate of Accomplishment” to encourage & motivate you to show similar consistency in your
job roles in future.

 Kindly adhere to the timelines mentioned in the Workbook

 Usage of ‘resources for your help’ must be maximum for all activities

My Details
I am: ___________________________________________________
My Contact Number Is: __________________________________
I Joined On: ____________________________________________
I Work At: Renault ______________________________________
Area: __________________________________________________
City: ___________________________________________________

2
Activities Overview

Page No.
S. No. Activities to be Completed

Your Dealership
1 5
i. Dealership Hierarchy

Automobile Market – Overview

2 (In India, Your Region and Your City) 9
i. Web Exploration
ii. Dealership Visit

Brand Renault
3 18
i. Your Knowledge on Brand Renault

C@RE 2.0
i. Identify the Breakthrough items
ii. Observe and Absorb
4 20
iii. SOP Methodology
iv. Let’s Recall
v. My R-Store
vi. Know your Dealership

Auto Basics and Our Products

i. Basic Auto Technology (BAT)
a. Label the Parts
b. Know Your Car
5 c. Technological Awareness 34

ii. Renault Products and Competition

a. Brochure Reading
b. Renault Range
c. Read the Pocket Booklet

Renault Allied Services

6 63
i. Allied Services – Terms & Benefits

3
Activities Overview (Contd.)

S. No. Activities to be Completed Page No.

Tools and Enablers

i. Renault Tools and Product Enablers

a. Online Engagement
7 b. Tools & Enablers 70

ii. Customer Loyalty App: My Renault App

a. Explore the App

Learning Recap
8 79
i. Quick Recap

4
 Your Dealership

A summary of your learning in this section:

i. Your Roles and Responsibilities

ii. Your Dealership Organization
iii. Your Training Path and Growth at Renault
iv. Importance of Communication and Grooming

Activities to be Completed 1. Dealership Hierarchy

Evaluation

To be filled by the Immediate Reporting Manager

Number of Activities Completed /1
Signature of the Immediate Reporting Manager

Let’s check how much knowledge you have gained !

5
 Activity 1: Dealership Hierarchy

1. Seek guidance from your mentor and draw the organization structure of your dealership, along
with their key responsibilities. Elaborate YOUR roles & responsibilities in detail following with
Do’s and Don’ts.

6
 Activity 1: Dealership Hierarchy

My Roles & Responsibilities:

_____________________________________________________________________
_
_____________________________________________________________________
_
_____________________________________________________________________
_
_____________________________________________________________________
_
_____________________________________________________________________
_
_____________________________________________________________________
_
_____________________________________________________________________
_
_____________________________________________________________________
_
_____________________________________________________________________
_
_____________________________________________________________________
_
_____________________________________________________________________
_
_____________________________________________________________________
_ 7
 Activity 1: Dealership Hierarchy

Do’s and Don’ts:

________________________________ ________________________________
_ _
________________________________ ________________________________
_ _
________________________________ ________________________________
_ _
________________________________ ________________________________
_ _
________________________________ ________________________________
_ _
________________________________ ________________________________
_ _
________________________________ ________________________________
_ _
________________________________ ________________________________
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________________________________ ________________________________
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________________________________ ________________________________
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________________________________ ________________________________
_ _
8
 Automobile Market
In India, Your Region and Your City

A summary of your learning in this section:

i. Early Indian Auto Industry

ii. Present Scenario
iii. Outlook of Indian Auto Industry

1. Web Exploration
Activities to be Completed
2. Dealership Visit

Evaluation:

To be filled by the Immediate Reporting

Specifications
Reporting Manager
Number of Activities Completed /2
Signature of the Immediate Reporting Manager

Let’s check how much knowledge you have retained !

9
 Activity 1: Exploration

1. At present, total number of auto players in India are ____________ with _________ models
to offer.

2. Name the top 5 passenger car brands in India, at present.

1. ______________________ 2. ______________________
3. ______________________ 4. ______________________
5. ______________________

3. Mention the new car brands who started India operations in a years period

______________________________________________________________________
__
4. What is India’s current World ranking for passenger car sales?

a) 1st b) 3rd

c) 4th d) 7th

5. How many brands of passenger cars are available in your city and name the dealership brand?

______________________________________________________________________
__
______________________________________________________________________
__
6. Name the top 5 brands as per their sales volume in your city.
1. ______________________ 2. ______________________
3. ______________________ 4. ______________________
5. ______________________

10
 Activity 2: Dealership Visit

1. Based on Competitor Dealership Visit

You need to visit any two competitor dealerships in your area as specified by your Sales Manager.
Compare any Renault model of your choice with the competitor models in the same segment. Also,
observe the way a Sales Consultant interacts with the customers during vehicle demonstration &
negotiation at respective dealerships. Request the Sales Consultant for a visiting card and product
brochures and attach them to this page.

Competitor Dealership 1:

Name of the Dealership 1:

Date of Visit:
Name of the Sales Consultant you met:
2 Highlights of Competition Model in the same segment:
(a) _______________________________________________________________
__
(b) _______________________________________________________________
__
How Renault’s model scores over competition? __________________________
___________________________________________________________________
__
___________________________________________________________________
__

During the vehicle demonstration, what new did you learn?

Mention few improvements you wish to implement at your dealership.

_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________

Mandatory for -SC

11
 Activity 2: Dealership Visit (Contd.)

Competitor Dealership 2:

Name of the Dealership 2:

Date of Visit:
Name of the Sales Consultant you met:
2 Highlights of Competition Model in the same segment:
(a) _______________________________________________________________
__
(b) _______________________________________________________________
__

How Renault’s model scores over competition? __________________________

___________________________________________________________________
__
___________________________________________________________________
__

During negotiation, what new did you learn?

Mention few improvements you wish to implement at your dealership.

_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________

Mandatory for - SC

12
 Activity 2: Dealership Visit (Contd.)

2. Seek you manager’s support, research and gather information about the top 3 highest selling car
brands in your area. Mention the showroom count, average monthly sales , Units in Operation
(UIO) and the workshops they have in your city.

Units In
Average Monthly
Competitor Showroom count Operation (UIO) Workshops count
Monthly Sales
Name (UIO) in Your
Territory

Which are the top 5 key potential areas in your city/territory for sales activation & why?

Area 1: _____________________________________________________________________
Area 2: _____________________________________________________________________
Area 3: _____________________________________________________________________
Area 4: _____________________________________________________________________
Area 5: _____________________________________________________________________

In the last one year, what was the total number of passenger cars sold in your dealership territory?
Number of Passenger Cars Sold: _______________________________________________

Mandatory for - SC

13
 Activity 2: Dealership Visit (Contd.)

3. Based on Competitor Dealership Visit

You need to call any two competitor dealerships in your area as specified by your Sales Manager. Compare any
Renault model of your choice with the competitor models in the same segment. Also, observe the way the Tele
caller interacts with the customers during the demonstration & negotiation at respective dealerships. Request the
Tele Caller for their details and product brochures and attach them to this page.

Competitor Dealership 1:
Name of the Dealership 1:
Date of Visit:
Name of the Tele Caller you spoke with:
2 Highlights of Competition Model in the same segment:
(a) ________________________________________________________________
_
(b) ________________________________________________________________
_

How Renault’s model scores over competition? __________________________

_____________________________________________________________________
_____________________________________________________________________
Observe the check sheet and give a score out of 5 for the questions asked below:
Scoring out of
Activities Performed (Tele Caller)
out of 5
Did the Tele Caller attend the call within 4 rings?

Did the Tele Caller greet the customer and introduced oneself with clarity?

Did he / she capture basic customer details and assured a call back?
If SC is not available did she arrange for a call back within 10 minutes?

Was the Tele Caller aware of Basic Product Details, Pricing, etc…?

Were all details communicated clearly as expected?

Did he / she give an invitation to her dealership (or) book an appointment for Home Visit?
Home Visit?
Did the Tele Caller Demonstrate willingness to provide solutions?

Did he / she inform the prospect before transferring the call?

Did the Tele Caller introduce SC to the customer before handing over the call?

If SC is not available did she arrange for a call back in the specified time?

Mandatory for –CRM & CRE

14
 Activity 2: Dealership Visit (Contd.)

Competitor Dealership 1 (Contd.):

During negotiation, what did you like the most or found unique in the
Tele Caller’s communication?

_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________

Mention few improvements you wish to implement at your dealership.

_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________

Mandatory for - CRM & CRE

15
 Activity 2: Dealership Visit (Contd.)

Competitor Dealership 2:
Name of the Dealership 2:
Date of Visit:
Name of the Tele Caller you spoke with:
2 Highlights of Competition Model in the same segment:
(a) ________________________________________________________________
_
(b) ________________________________________________________________
_

How Renault’s model scores over competition? __________________________

_____________________________________________________________________
_____________________________________________________________________

Observe the check sheet and give a score out of 5 for the questions asked below:

Scoring out of
Activities Performed (Tele Caller)
5
Did the Tele Caller attend the call within 4 rings?

Did the Tele Caller greet the customer and introduced oneself with clarity?

Did he / she capture basic customer details and assured a call back?

If SC is not available did she arrange for a call back within 10 minutes?

Was the Tele Caller aware of Basic Product Details, Pricing, etc…?

Were all details communicated clearly as expected?

Did he / she give an invitation to her dealership (or) book an appointment for Home Visit?

Did the Tele Caller Demonstrate willingness to provide solutions?

Did he / she inform the prospect before transferring the call?

Did the Tele Caller introduce SC to the customer before handing over the call?

If SC is not available did she arrange for a call back in the specified time?

Mandatory for - CRM & CRE

16
 Activity 2: Dealership Visit (Contd.)

Competitor Dealership 2 (Contd.):

During negotiation, what did you like the most or found unique in the
Tele Caller’s communication?

_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________

Mention few improvements you wish to implement at your dealership.

_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________

Mandatory for - CRM & CRE

17
 Brand Renault

A summary of your learning in this section:

i. Brand Renault – An Overview

ii. Renault's Roots in India
iii. Key Milestones in India

Activities to be Completed 1. Your Knowledge on Brand Renault

Evaluation

To be filled by the Immediate Reporting

Specifications
Reporting Manager
Number of Activities Completed /1
Signature of the Immediate Reporting Manager

Let’s check how much knowledge you have retained !

18
 Activity 1: Your Knowledge on Brand Renault

Answer the following questions:

1) Renault has more than ______ sales outlets* and ______ service outlets* across
India.
a. 290 and 230 c. 270 and 230
b. 348 and 254 d. 230 and 290

2) In how many countries does the Renault group operates at present*?

a. 134 c. 127
b. 128 d. 138

3) Brand Renault is identified as _________.

a. A multi-brand international group c. Offers premium products

b. Designs innovative products and services d. All the options are correct

4) Among the following, identify the set of Renault inventions.

a. MediaNAV and Shift Control Dial c. Cruise Control & Speed Limiter
b. Immobilizer and Smart key d. All the options are correct

5) How many vehicles were sold at your dealership in the past 6 months. Also, mention the average
sales of your dealership.
Number of Vehicle Sold: _____________________________________________________
Average Sales: ______________________________________________________________

6) Complete the following sentences:

Philosophy of Brand Renault is “French Design” and “ ___________________________.”
French Design is: ____________________________________________________________.
Easy Life means: ____________________________________________________________.

7) Form the symbol of “French Design & Easy Life” with your palms and show it to your mentor.

Mentor to Verify:
* As on 2019

19
 C@RE 2.0
A summary of your learning in this section:

i. C@RE 2.0 – An Overview

ii. The Importance of Process, People and Infrastructure
a) Moments of Truth (MOTs)
Standard Operating Procedures (SOPs)
b) New Employment and Training
c) Customer Suited Infrastructure (R-Store)
iii. Customer Satisfaction Measurement

1. Identify the Breakthrough items

2. Observe and Absorb
Activities to be 3. SOP Methodology
Completed 4. Let’s Recall
5. My R-Store
6. Know your Dealership

Evaluation
To be filled by the Immediate Reporting
Specifications
Manager
Number of Activities Completed /6
Signature of the Immediate Reporting Manager

Let’s check how much knowledge you have retained !

20
 Activity 1: Identify the Breakthroughs

1. A list of C@RE breakthrough items is given below. You have to select the item and mention it
against its respective MOT:

#1 A Great Welcome for Me (3 items):

(a) ________________________________________
(b) ________________________________________
(c) ________________________________________

# 2 Help Me Choose (1 item):

(a)
________________________________________
# 3 My Fair Purchase (1 item):
(a) ________________________________________

# 4 My Honeymoon (2 items):
(a) ______________________________________
(b) ______________________________________

# 5 When Things Go Wrong (3 items):

(a) ________________________________________

# 6 My Trusted & Easy Service (5 items):

(a) ______________________________________
(b) ______________________________________
(c) ______________________________________
(d) ______________________________________
(e) ______________________________________

# 7 Let’s Keep in Touch (2 items):

(a) ________________________________________
(b) ________________________________________

List of Breakthrough Items: New Uniform, Renault Namaste, Welcome Script, Test-drive Road book,
Welcome Kit, Honeymoon docket, Delivery Celebration and Handover Guideline, Pick and drop, Standard
Calling Script, Handling Complaints,, Quality Certificate, Workshop on Wheels, Customer Lounge Amenities,
SOP Manuals Renault Smart Advisor, Relational Contacts, My Renault App

21
 Activity 2: Observe and Absorb

1. Observe and write – How a Sales Consultant Interacts with customer within your dealership.
You can comment on whether the SOP was followed and any deviations were taken. Feel free to
write more in case of any suggestions for improvement

#1 A Great Welcome for Me:

• Observations:

# 2 Help Me Choose:

• Observations:

# 3 My Fair Purchase:

• Observations:

# 4 My Honeymoon:

• Observations:

Mandatory for - SC

22
 Activity 2: Observe and Absorb (Contd.)

2. Observe and write – How a Sales Manager Interacts with customer within your dealership. You
can comment on whether the SOP was followed and any deviations were taken. Feel free to write
more in case of any suggestions for improvement

# 2 Help Me Choose:

• Observations:

# 3 My Fair Purchase:

• Observations:

# 5 When Things Go Wrong:

• Observations:

Mandatory for - SM

23
 Activity 2: Observe and Absorb (Contd.)

3. Observe and write – How a CRM Interacts with customer within your dealership. You can
comment on whether the SOP was followed and any deviations were taken. Feel free to write
more in case of any suggestions for improvement

#1 A Great Welcome for Me:

• Observations:

# 3 My Fair Purchase:

• Observations:

# 5 When Things Go Wrong:

• Observations:

# 7 Let’s Keep in Touch:

• Observations:

Mandatory for – CRM, CRE

24
 Activity 3: SOP Methodology

1. Refer Renault Sales SOPs and fill the following blanks with the “Process” followed and the name
of the person responsible to perform the process. Hints are given for your help!

1. Lead and Enquiry Management (Processing Digital Leads)

C _ _ _ _ r_ _ _
Assigning Leads
Leads

Process Owner: Process Owner:

Tele Caller S____M______

C__s___ F _ _ _ _ _ _ n _ Up
Leads Leads

Process Owner: Process Owner:

Sales Manager Sales Consultant

2. Customer Reception

R _ _ _ _ _ _ _ n at the g_ Welcoming at Reception -

_e Showroom

Process Owner: Process Owner:

S___r___G___d Showroom H _ _ _ _ _ _

C _ _ _ _ _ _ _ Exit

Process Owner:
Showroom Hostess

25
 Activity 3: SOP Methodology (Contd.)

2. Refer Renault Sales SOPs and fill the blanks to get the Process name and its Owner .

3. Test Drive Management

Managing the T _ _ _
Arranging and Carrying our
D _ _ _ _V _ _ _ _ _ _ _
Test Drives

Process Owner: Process Owners:

Test Drive In-charge S____C_________
Test drive In-charge
Showroom H _ _ _ _ _ _

4. Order and Delay Management

N _ _V _ _ _ _ _ _
Managing Order and Delays
O _ _ _ _ T_ _ _ _ _

Process Owners: Process Owner:

Sales Consultant,
EDP in-charge, S _ _ _ _ S _ _ _ _ _ _ Staff
Accessories Manager, A__________
Used Car Evaluator Executive
F _ _ _ _ _ _ Executive

26
 Activity 3: SOP Methodology (Contd.)

3. Refer Renault Sales SOPs and fill the blanks to get the Process name and its Owner .

5. New Vehicle Handover Process

Preparing Do_ _ _ _ _ _ _ for Conducting Administrative

D_______ Delivery

Process Owner: Process Owner:

Sales Support Staff S____C_________

Administering I _ _ _ _ _ _ Conducting New Vehicle

Fe_ _ b _ _ _ Survey Delivery

Process Owner: Process Owner:

CRE D_______A______

6. Post Sales Follow-up

PSF Call by Sales Consultant

PSF Call By _ _ _ ( _ Day)
(_ day)

Process Owner: Process Owner:

C__ S____C_________

PSF Call by _ _ _ (_ _th day)

Process Owner:
C__

27
 Activity 4: Let’s Recall

So far, you have gone through the SOPs and understood their importance. Now, here you have to
mention the annexures required during each SOP.
1. Mention all annexures from the SOP-Lead and Enquiry Management.
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________

2. Mention all annexures from the SOP- Customer Reception.

_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________

3. Mention all annexures from the SOP Test Drive Management.

_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________

28
 Activity 4: Let’s Recall (Contd.)

4. Mention all annexures from the SOP- Order and Delay Management.
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________

5. Mention all annexures from the SOP- Vehicle Handover Process.

_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________

6. Mention all annexures from the SOP- Post Sales Follow-up.

_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________

29
 Activity 5: My R-Store

1. Understand the layout of your R-Store and refer to the R-Store essentials given below. Basis your
understanding, mention each essential against its respective criterion.

List of Essentials:

Canopy Alive Zone Brand Wall Delivery Area Brand Bar

Action Zone Miniature Test Drive History Poster

Digital Lounge Test Drive Promises Accessories Stand Welcome Desk

Criterion:

1. Welcome the Customer:____________________________________________________

2. Highlight the Brand: _______________________________________________________

3. Discover Products and Services: ____________________________________________

4. Sell More: ________________________________________________________________

5. Sell Better: _______________________________________________________________

30
 Activity 6: Know your Dealership

1. Observe the activities performed by different staff members at your dealership and tick either
“Yes” or “No” for the questions asked below:

Process Owner and Activities Performed Yes No

Valet-Parking Assistant Date: _______________ Time:___________

Did he guide the customers to the parking?

Did he open the car’s door for the customer and other members to alight?

Did he issue valet ticket to the customers?

Any other observation?

Security Guard Date: _______________ Time: ___________

Did he greet the customer with a Renault Namaste when customer approached the showroom
entry door?

Did he open the door for the customer?

Any other observation?

Showroom Hostess Date: _______________ Time:___________

When a customer entered the showroom, did she acknowledge the customer
with a warm smile?

Did she greet the customer with a Renault Namaste?

Did she guide the customer to the waiting lounge?

Did she capture basic details of the customers?

Did she take any action if the feedback rating was poor?

Did she inform the customer about 3rd and 5th day Post Sales Follow-up calls?

Did she request customer to register in My Renault and brief on the programme benefits before
they left the showroom?

Did she thank the customer and accompanied them during exit?

Any other observation?

31
 Activity 6: Know your Dealership (Contd.)

2. Observe the activities performed by different staff members at your dealership and tick either
“Yes” or “No” for the questions asked below:
Process owner Yes No
Sales Consultant Date: _______________ Time: ___________
Did he greet the customer with Renault Namaste and introduced himself ?

Did he open the prospect information card and captured details ?

Before test-drive, did he check prospect’s driving license and gets the Declaration form signed?

During test-drive, did he offer test drive on the model of customer’s preference?

Did he capture prospect’s feedbacks post test drive?

Did he ask the prospect to book the vehicle, post test-drive?

Was he able to overcome prospect’s objections, during negotiations?

During order taking, did he fill the 3 forms in Customer Welcome Kit?

Did he pitch Renault Finance and Renault Support?

Did he accompany the prospect till showroom exit?

Did he do a proper follow-up, post vehicle booking?

Did he contact the customer on the 5th day of delivery?

Any other observation?

Delivery Advisor Date: _______________ Time: ___________

Did he make proper arrangements for delivery celebration?

Was the new vehicle covered with New Vehicle Delivery Celebration Car Cover?

Did he fill NV Quality Delivery Sheet ?

Did he congratulate the customer on unveiling the new vehicle and then proceed with vehicle
explanation?

Did he again explain the customer about the vehicle following the 5-step demo?

Any other observation?

32
 Activity 6: Know your Dealership (Contd.)

3. Observe the activities performed by different staff members at your dealership and tick either
“Yes” or “No” for the questions asked below:
Process Owner Yes No
Test-drive In-charge Date: _______________ Time:___________

Did he perform proper inspection on vehicle before test-drive?

Did he use the test-drive vehicle folder?

Did he converse with the Sales Consultant to understand any anomaly during test-drive?

Any other observation?

Tele Caller Date: _______________ Time:

___________
Did she attend the call within 4 rings?

Did she greet the customer and Introduced herself ?

Did she capture basic customer details and assured a call back?

Did she inform the prospect before transferring the call?

Did she introduce SC to the customer before handing over the call?

If SC is not available did she arrange for a call back within 10 minutes?

Any other observation?

Sales Manager Date: _______________ Time: ___________

Did he assign the leads to the sales consultant as per his experience?

Did he review the status of leads along with sales consultants?

On closing the lead, did he sign Pass Through Certificate (PTC)?

Did he share reason for closure with EDP In-charge?

Did he participate in vehicle delivery ceremony and handed over the keys to
the customer?
33
Any other observation?
 Auto Basics and Our Products

5.i. Basic Automobile Technology (BAT)

A summary of your learning in this section:

i. Automotive Terms
ii. Car Segmentation & Parts of a Car
iii. Auto Technology & Renault Specific Technology

1. Label the Parts

Activities to be Completed 2. Know Your Car
3. Technological Awareness

Evaluation
To be filled by the Immediate Reporting
Specifications
Manager
Number of Activities Completed /3

Signature of the Immediate Reporting Manager

Let’s check how much knowledge you have retained !

34
Activity 1: Label The Parts

1. Fill the major car components in the following image:

Major Car Components
___________________
TYRE

TYRE
_________________
___________________

___________________
TYRE

TYRE

35
 Activity 2: Know Your Car

1. In consultation with your mentor understand the following and explain the terms:

Monocoque Chassis Ladder/Body-on Frame Chassis

__________________________________ __________________________________
__________________________________ __________________________________
__________________________________ __________________________________
___ __________________________________
__________________________________ ____
Independent
_ Suspension Non-Independent Suspension
__________________________________ __________________________________
__________________________________ __________________________________
__________________________________ __________________________________
__________________________________ __________________________________
____ ____
2. Describe the following:

Manual Steering: _____________________________________________________________

Electric Power Steering:_______________________________________________________

Electro Hydraulic Power Steering:______________________________________________

Hydraulic Power Steering:_____________________________________________________

3. State any one benefit of Short Turning Radius in a car.

____________________________________________________________________________
_
4. Mention any two benefits of High Ground Clearance in a car.

Benefit 1: ____________________________________________________________________
Benefit 2: ____________________________________________________________________

36
 Activity 2: Know Your Car (Contd.)

5. In consultation with your mentor understand the following and explain the terms:

Revolutions Per Minute (rpm)

____________________________________________________________________________
____________________________________________________________________________
______
Power

____________________________________________________________________________
____________________________________________________________________________
______
Torque

____________________________________________________________________________
____________________________________________________________________________
______
Steering

____________________________________________________________________________
____________________________________________________________________________
______
Transmission

____________________________________________________________________________
____________________________________________________________________________
______
6. Mention one benefit in brief of below mentioned Safety features with an example

Active Safety Features: _________________________________________________________

Passive Safety Features: ________________________________________________________

Mandatory for - SC, SM

37
 Activity 2: Know Your Car (Contd.)

7. Dimensions

Mention the Length, Width, Wheelbase, Ground Clearance,

Approach Angle & Departure Angle, Front & Rear Track of TRIBER

Mandatory for - SC, SM

38
 Activity 2: Know Your Car (Contd.)

8. In consultation with your mentor understand the following and mention the terms:

Tyre Dimensions

185/75 R14 where:

 185 is _______________
 75 is ________________
 R14 is _______________

9. Difference between Petrol and Diesel Powered Engines

Petrol Diesel

 

 

 

 

39
 Activity 2: Know Your Car (Contd.)

10. Get in touch with your mentor & mention 3 points of differences between the following:

S. No. Manual Steering Power Steering

11. List down any 5 Active and 5 Passive Safety Features

S. No. Active Safety Features Passive Safety Features

12. Mention any 2 advantages of the following:

Type of Transmission 2 Advantages

Manual Transmission (MT)

Automatic Transmission (AT)

Continuous Variable Transmission

(CVT)
Automated Manual Transmission
(AMT)

Mandatory for - SC, SM

40
 Activity 3 – Technological Awareness

1. Renault Technology
State the benefits of the following features/parts.

Turbocharger
Benefits:_____________________________
___________________________________
___________________________________
___________________________________
______

Cruise Control/Speed Limiter

Benefits :____________________________
___________________________________
___________________________________
___________________________________
______

Shift Control Dial

Benefits :____________________________
___________________________________
___________________________________
___________________________________
______

World renowned K9K dCi engine

Benefits :____________________________
___________________________________
___________________________________
___________________________________
______

Mandatory for - SC, SM

41
 Activity 3 – Technological Awareness (Contd.)

1. Renault Technology
State the benefits of the following features/parts.

MediaNAV
Benefits :____________________________
___________________________________
___________________________________
___________________________________
______
Smart Key
Benefits :____________________________
___________________________________
___________________________________
___________________________________
______
CMF-A platform
Benefits :____________________________
___________________________________
___________________________________
___________________________________
______
VVT Technology
Benefits :____________________________
___________________________________
___________________________________
___________________________________
______
Steering Mounted Controls
Benefits :____________________________
___________________________________
___________________________________
___________________________________
______
Mandatory for - SC, SM

42
 Auto Basics and Our Products

ii. Renault Products and Competition

A summary of your learning in this section:

• KWID - Live for more !

• Duster – The true SUV !
• CAPTUR – Capture your senses !
• TRIBER – Space for everything!

1. Brochure Reading
Activities to be Completed 2. Renault Range
3. Read the Pocket Booklet

Evaluation
To be filled by the Immediate Reporting
Specifications
Manager
Number of Activities Completed /3

Signature of the Immediate Reporting Manager

Let’s check how much knowledge you have retained !

43
 Activity 1: Brochure Reading

Read the product brochures available at your dealerships and answer the
following questions:

1) KWID 1.0 SCe can produce a power of _____ at _____ respectively.

a. 68PS @ 5500 rpm c. 60PS @ 5320 rpm

b. 54PS @ 5678 rpm d. None of the above

2) Design of Renault KWID was a revolution in its segment, since it had ____________.

a. SUV-inspired design c. Fluidic Design

b. Roboust Design d. European Design

3) Figure out the correct dimensions for All New KWID (in mm).

a. 3315 X 1522 X 1495 c. 3567 X 1800 X 1725

b. 3731 X 1579 X 1474 d. None of the above

4) Renault KWID has ___________ as first-in its class feature.

a. Floor Mounted AMT Dial c. Digital Instrument Cluster

b. 20.32cm Touchscreen with MediaNAV d. All of the above

5) The Maximum torque offered by 0.8 SCe KWID is:

a. 91 Nm @ 4250 rpm c. 72 Nm @ 4386 rpm

b. 97 Nm @ 4350 rpm d. None of these

6) Figure out the correct measurement of New Duster (in mm).

a. 4360 X 1822 X 1695 c. 4567 X 1800 X 1725

b. 4300 X 1810 X 1700 d. None of the above

7) New Duster comes with Kayak Roof rails, they are ______ in color for RxZ variant.

a. Black c. Body Colored

b. Satin Chrome d. Dark Chrome

44
 Activity 1: Brochure Reading (Contd.)

8) New Duster’s _____ variant does not come with Tri-winged full chrome grille.

a. RxE b. RxS c. RxZ d. STD

9) In Duster, a system designed to monitor driving patterns and provide guidelines to improve
efficiency is known as:

a. Instrument Cluster c. MediaNAV

b. Tweeters d. EcoGuide

10) Renault offers you the power of selection in New Duster which is now BS6 compliant with
____ engine options.

a. 1.5 L H4K Petrol c. Both a & b

b. 1.5 L K9K Diesel d. None of the above

11) What is unique about TRIBER’s Air Conditioning?

a. Single AC Unit
b. Independent AC Controls with vents on all rows
c. AC vents mounted on Roof for 2nd row
d. None of the above

12) The size of engine compartment and the maximum usable cabin space in TRIBER is optimised
within the maximum length of ______m.

a. 5 m b. 4.5 m c. 4.2 m d. 3.99 m

13) The TRIBER's 12V socket on 3rd row is available in the _________ variant

a. RXL c. RXZ
b. RXT d. All of the above

14) TRIBER's seating modularity is highly adaptable for our dynamic needs which offers
more than ________ seating configurations

a. 75 b. 100 c. 36 d. 50

15) The Renault TRIBER provides the Best-in-class wheelbase of _______mm

a. 2450 b. 2810 c. 2636 d. 2425

45
 Activity 1: Brochure Reading (Contd.)

16) Figure out the correct dimensions for CAPTUR (in mm).

a. 4315 X 1822 X 1695 c. 4367 X 1800 X 1615

b. 4300 X 1810 X 1700 d. 4329 X 1813 X 1626

17) The all new Renault CAPTUR has unbeatable ground clearance of ____ mm.

a. 210 b. 205 c. 200 d. Non of the above

18) ISO-Fix is one of the key feature for child safety and you can get the same from _____
variant in CAPTUR.

a. RxE b. RxT c. RxZ d. Platine

19) Rain sensing wipers come in ______ variant of CAPTUR:

a. RxE c. Platine
b. RxL d. None of the above

20) Renault CAPTUR’s Innovative Lighting System (ILS) brings a new dimension
to automotive illumination. It comprises of ________.

a. Floating Side Indicators c. C-shaped Sapphire LED DRLs

b. Sparkle Full LED Headlamps d. All of the above

21) ______ mode in TRIBER offers ample space for 5 people to sit comfortably
with 625L of Bootspace.

a. TRIBE c. CAMP
b. LIFE d. SURF

22) Triber has Industry 1st EasyFix seats; it can provide maximum seating for
upto ________ adults.

a. 5 c. 7
b. 6 d. Both b & c

Mandatory for - SC, SM

46
 Activity 2: Renault Range - KWID

1. Categorize features of All New KWID as per its 3 Pillars.

Attractive Innovative Affordable
1
2
3
4
5

2. List all First-in-class and all Best-in-class features of All New KWID with its
benefits:-
Features
First-in-Class Best-in-class

3. Mention in 5 points what you most liked about All New KWID
1. ______________________________________________________________________
__
2. ______________________________________________________________________
__
3. ______________________________________________________________________
__
47
 Activity 2: Renault Range – KWID (Contd.)

4. List All New KWID’s features respective to their Grade walk

Standard

RxE

RxL

RxT

RxT (O)

Climber

Climber (O)

5. How would you pitch against competition?

All New KWID’s Top 5 Features Against
Competing Product
its Competitors
Maruti-Suzuki Alto

Maruti-Suzuki Alto K10

Datsun Redi-Go

Maruti Suzuki S-Presso

Tata Tiago

Maruti-Suzuki Celerio

Maruti Suzuki Wagon-R

Hyundai Santro

48
 Activity 2: Renault Range – KWID (Contd.)

6. Fill in the banks:

Engine & Transmission Petrol 0.8L SCe Petrol 1.0L SCe

Displacement (cc)

Number of cylinders

Number of valves

Transmission type

Max. power (PS @ rpm)

Max. torque (Nm @ rpm)

Fuel efficiency (kmpl) as per ARAI*

ARAI*

7. Mention the following dimensions for All New KWID:

Wheels & Tires
Tire size
Wheel rim size
Tire type
Dimensions & Capacities
Overall length (mm)
Overall width(mm)
Overall height(mm)
Wheelbase (mm)
Ground clearance in unladen condition (mm)
Fuel tank capacity (ltrs.)
Seating capacity
Minimum turning radius (mm):
*After completion do a Self Check by referring to the actual product brochures

49
Activity 3: Read the Pocket Booklet

1. KWID vs. Competition

Refer to the respective pocket booklet & fill in the blanks:

50
 Activity 2: Renault Range – Duster (Contd.)

8. Categorize features of New Duster as per its 3 Pillars.

Bold All-round Capability Affordable
1
2
3
4
5

9. List all First-in-class and all Best-in-class features of New DUSTER with its
benefits:-
Features
First-in -class Best-in -class

10. Mention in 5 points what you most liked about New Duster
1. ______________________________________________________________________
__
2. ______________________________________________________________________
__
3. ______________________________________________________________________
__ 51
 Activity 2: Renault Range – Duster (Contd.)

11. List New Duster’s features respective to their Grade walk

RxE

RxS

RxZ

12. How would you pitch against competition:

Competing Product New Duster’s Top 5 Features Against its Competitors

Hyundai Creta

Ford EcoSport

Hyundai Venue

Mahindra XUV300

Maruti Suzuki Vitara

Brezza

52
 Activity 2: Renault Range – Duster (Contd.)

13. Fill in the banks:

Engine & Transmission PETROL

Displacement (cc)

Number of cylinders

Number of valves

Transmission type

Max. power (PS @ rpm)

Max. torque (Nm @ rpm)

Fuel efficiency (kmpl) as per ARAI*

14. Mention the dimensions for New Duster:

Wheels & Tires

Tire size

Wheel rim size

Tire type

Dimensions & Capacities

Overall length (mm)

Overall width(mm)

Overall height(mm)

Wheel base (mm)

Ground clearance in unladen condition (mm)

Fuel tank capacity( ltrs.)

Seating capacity

Minimum turning radius (mm):

*After completion do a Self Check by referring to the actual product brochures

53
 Activity 3: Read the Pocket Booklet

2. Duster vs. Competition

Refer to the respective pocket booklet & fill in the blanks:

54
 Activity 2: Renault Range – CAPTUR

15. Categorize features of CAPTUR as per its 3 Pillars.

Stunning SUV Design Premium Feature Loaded Innovated for You

1
2
3
4
5

16. List all First-in-class and all Best-in-class features of CAPTUR with its benefits:-

Features
First -in-class Best -in-class

17. Mention in 5 points what you most liked about CAPTUR

1. _______________________________________________________________________
_
2. _______________________________________________________________________
_
3. _______________________________________________________________________
_ 55
 Activity 2: Renault Range – CAPTUR (Contd.)

18. List CAPTUR’s features respective to their Grade walk

RxE

Platine

19. How would you pitch against competition:

Competing Product CAPTUR’s Top 5 Features Against its Competitors

Hyundai Creta

NEXA S-Cross

56
 Activity 2: Renault Range – CAPTUR (Contd.)

20. Fill in the banks:

Specifications H4K 1.5L Petrol Engine K9K 1.5L Diesel Engine

Engine type

Displacement (cc)

Maximum engine power(PS)

Maximum torque(Nm)

Minimum turning radius

Kerb weight(Kg)

Transmission type

Fuel efficiency (kmpl) as per

ARAI*

21. Mention the dimensions for CAPTUR:

Wheels & Tires
Tire size
Wheel rim size
Dimensions & Capacities
Overall length (mm)
Overall width(mm)
Overall height(mm)
Wheel base (mm)
Ground clearance in unladen condition (mm)
Fuel tank capacity( ltrs)
Seating capacity
Minimum turning radius (mm)
*After completion do a Self Check by referring to the actual product brochures

57
 Activity 3: Read the Pocket Card (Contd.)

3. CAPTUR vs. Competition

Refer to the respective pocket booklet & fill in the blanks:

58
 Activity 2: Renault Range – TRIBER

22. Categorize features of TRIBER as per its 3 Pillars.

Flexible Attractive Affordable
1
2
3
4
5

23. List all First-in-class and all Best-in-class features of TRIBER with its benefits:-

Features
First -in-class Best -in-class

24. Mention in 5 points what you most liked about TRIBER

1. _______________________________________________________________________
_
2. _______________________________________________________________________
_
3. _______________________________________________________________________
_ 59
 Activity 2: Renault Range – TRIBER (Contd.)

25. List TRIBER’s features respective to their Grade walk

RxE

RxL

RxT

RxZ

26. How would you pitch against competition:

Competing Product TRIBER’s Top 5 Features Against its Competitors

Maruti Suzuki Swift

Hyundai Grand i10

Hyundai Grand i10 NIOS

NIOS

WagonR

Ertiga

60
 Activity 2: Renault Range – TRIBER (Contd.)

27. Fill in the banks:

Specifications

Engine Name

Displacement (cc)

Maximum engine power(PS)

Maximum torque(Nm)

Kerb weight(Kg)

Transmission type

Fuel efficiency (kmpl) as per ARAI*

28. Mention the dimensions for TRIBER:

Wheels & Tires

Tire size

Wheel rim size

Dimensions & Capacities

Overall length (mm)

Overall width(mm)

Overall height(mm)

Wheel base (mm)

Ground clearance in unladen condition (mm)

Fuel tank capacity( ltrs)

Seating capacity
*After completion do a Self Check by referring to the actual product brochures

Mandatory for - SC, SM

61
 Activity 3: Read the Pocket Card (Contd.)

4. TRIBER vs. Competition

Refer to the respective pocket card & fill in the blanks:

Mandatory for - SC, SM

62
 Renault Allied Services

A summary of your learning in this section:

i. Allied Services- Overview

ii. Renault Corporate Sales
iii. Renault Accessories
iv. Renault Selection and Trade In
v. Renault Finance
vi. Renault Assure
vii. Renault Secure
viii. Tyre and Battery Sales, Body Shop
Management
ix. Renault Easy Care
x. Workshop On Wheels (WOW)

Activities to be Completed 1. Allied Services – Terms & Benefits

Evaluation

To be filled by the Immediate Reporting

Specifications
Reporting Manager
Number of Activities Completed /1
Signature of the Immediate Reporting Manager

Let’s check how much knowledge you have retained !

63
 Activity 1: Allied Services – Terms & Benefits

Give a brief summary of your understanding for the questions asked below:

1. Why selling accessories is important for a Sales Consultant.?

__________________________________________________________________________
__________________________________________________________________________
____
__________________________________________________________________________
__________________________________________________________________________
____
2. Why genuine accessories are important? List the range of Genuine Accessories offered by
Renault:
__________________________________________________________________________
__________________________________________________________________________
____
3. Referring to Renault Selection, what do you understand by an Appraisal
Sheet and Vehicle Checklist?
__________________________________________________________________________
__________________________________________________________________________
____
__________________________________________________________________________
4. What is Flat Rate and Reducing Balance? Is the interest charged at a Fat Rate or Reducing
__
Balance?
__________________________________________________________________________
__________________________________________________________________________
____
5. Mention the step-wise procedure to sell an old car at Renault.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
____________ 64
 Activity 1: Allied Services – Terms & Benefits (Contd.)

6. Discuss with your mentor and pen down your understanding on the
warranty of the following:

Audio system: ___________________________________________________________

Paintwork warranty: _____________________________________________________

Anti-corrosion warranty:__________________________________________________

7. Make a list of the claims which are NOT covered under Renault Secure:
1)
_____________________________ 4) ______________________________
_ 5) ______________________________
2) _____________________________
_
3) _____________________________
8. Mention the Services that can be availed using Roadside Assistance services:
_
__________________________________________________________________________
__

__________________________________________________________________________
__

__________________________________________________________________________
__

9. __________________________________________________________________________
List the points of difference between the following:

__
S. No. Corporate Sales Retail Sales
__________________________________________________________________________
1
__
2

65
 Activity 1: Allied Services – Terms & Benefits (Contd.)

10. Give a brief summary of your understanding for the questions asked below:

Motor Insurance: _____________________________________________________________

_________________________________________________________________________
_________________________________________________________________________
______
No Claim Bonus: _____________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
______ __________________________________________________________________
Exclusions:
_________________________________________________________________________
_________________________________________________________________________
______
Zero Depreciation: ____________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
______Protection Insurance: _________________________________________________
Payment
_________________________________________________________________________
_________________________________________________________________________
______
11. Mention the tyre and battery warranty offered to Renault by following partners:

Name of the Tire Name of the Battery

Warranty Offered Warranty Offered
Supplier to Renault Battery Supplier to
to Renault

12. Which components are covered under Renault Secure?

____________________________________________________________________________
__
____________________________________________________________________________
__
____________________________________________________________________________
66
 Activity 1: Allied Services – Terms & Benefits (Contd.)

13. Give a brief summary of your understanding on the following terms:

a) 99- Quality Checks

_________________________________________________________________________
_________________________________________________________________________
______
b) 24 * 7 Roadside Assistance
_________________________________________________________________________
_________________________________________________________________________
______
c) Loan
_________________________________________________________________________
_________________________________________________________________________
______
d) Interest Rate
_________________________________________________________________________
_________________________________________________________________________
______
e) Subvention
_________________________________________________________________________
_________________________________________________________________________
______
f) Term
_________________________________________________________________________
_________________________________________________________________________
______
g) Pre - EMI
_________________________________________________________________________
_________________________________________________________________________
______
h) EMI
_________________________________________________________________________
_________________________________________________________________________
______
i) Margin Money
_________________________________________________________________________
_________________________________________________________________________
______ 67
 Activity 1: Allied Services – Terms & Benefits (Contd.)

14. Give a brief summary of your understanding for the questions asked below:

What does PDC stand for? Are the PDC's in favor of Renault or the finance company?
___________________________________________________________________________
___________________________________________________________________________
______
Mention the Rate of Interest available with various banks in your region and how long does it
take to get a loan approved?
Rate of Interest loan approval Duration of getting loan
National banks _____________ _____________

PSU _____________ _____________

NBFC _____________ _____________

Explain Tenure.
____________________________________________________________________________
__
____________________________________________________________________________
Explain
__ Processing Fee.
____________________________________________________________________________
__
____________________________________________________________________________
Explain CIBIL Ratings.
__
____________________________________________________________________________
__
____________________________________________________________________________
Explain Rack Rates.
__
____________________________________________________________________________
__
____________________________________________________________________________
Explain Loan to Value.
__
____________________________________________________________________________
__
____________________________________________________________________________
What could be the possible reasons for delay in loan approval?
__
____________________________________________________________________________
__
____________________________________________________________________________
When can the loan get rejected?
__
____________________________________________________________________________
__
____________________________________________________________________________
68
__
 Activity 1: Allied Services – Terms & Benefits (Contd.)

15. Mention any 5 benefits a customer gets by opting for Renault Anytime warranty:

__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________
16. Mention the advantages of Renault Easy care Plan.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
________
17. How is Renault Easy care Program beneficial for dealers?
__________________________________________________________________________
__________________________________________________________________________
____
18. From the list given below, underline the components of Renault Easy Care Package.

Engine oil, fuel filter, windshield glass, steering, touchscreen, wheel alignment, coolant, headlamps, roof
rails, suspension, air filter, spark plug, brake fluid, clutch fluid.

19. Mention the benefits of Workshop on Wheels for customers:

____________________ __________________________
____________________________
20. As on CY 2019, Workshop on Wheels is spread over _____ locations.

a. 200+
b. 300+
c. 400+
d. 500+

69
 Tools and Enablers

7.i. Renault Tools and Product Enablers

Summary of your learning in this section:

Common Tools Sales Tools Aftersales Tools Enablers
 Audio/Visuals  Brochure  DMS
 Smart Advisor App
 E-learning  Road-book  IRIS
 Flipboard
Modules  Lodgy Fliptop  EVA.Net
 Pocket Booklet
 Renault.Net
 Handover Guide
 RVA
 Renault Planned
Ordering System  .TV Training
(RPOS)
 Drive R
 Quality Board

1. Online Engagement
Activities to be Completed
2. Tools & Enablers

Evaluation
To be filled by the Immediate Reporting
Specifications
Manager
Number of Activities Completed /1

Signature of the Immediate Reporting Manager

Let’s check how much knowledge you have retained !

70
 Activity 1: Online Engagement

1. Mention the usage of DMS in the following SOPs. Also mention which reports can be generated
from them & with whom does the responsibility lies to generate those reports from DMS.
(Please refer to the SOP manuals)

Name of the SOP Reports Generated Person Responsible

Lead & Enquiry Management

Customer Reception

Test Drive Management

Order & Delay Management

New Vehicle Handover Process

Post Sales Follow up

71
 Activity 1: Online Engagement (Contd.)

2. Name the Renault tool used for your assessment.

__________________________________________________________________________

3. Discuss with your mentor and get an idea of the reports that can be obtained from IRIS.

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
____________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

4._________
State the objective of IRIS.

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
____________
___________________________________________________________________________
___
___________________________________________________________________________
5. Which among the following does NOT come under the scope of IRIS?
___
a. Sales/After-Sales d. Renault Finance
___________________________________________________________________________
b. Parts & Accessories e. None of these
___
c. Customer Care

Mandatory for - SC, SM

72
 Activity 2: Tools & Enablers

1. Mention the importance of the following in just one sentence:

Road-book:

Handover Guide:

Pocket Booklet:

Quality Meeting Board:

73
 Tools and Enablers

7.ii. Customer Loyalty App: MY Renault App

Summary of your learning from this section:

I. This app was introduced to bring everything the customers
needs to know about Renault at their fingertips.

II. It is a single platform where a customer may access all the

required information pertaining to his vehicle.

Ensure that you have downloaded the app.

Activities to be Completed 1. Explore the App

Evaluation
To be filled by the Immediate Reporting
Specifications
Manager
Number of Activities Completed /1

Signature of the Immediate Reporting Manager

Let’s check how much knowledge you have retained !

74
 Activity 1: Explore the App

1. Take help from your mentor and mention the steps below for creating a profile on MY Renault
App
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
2.____________________
Fill in the blanks with the missing items in the MY Renault App menu:

1. _____________________________________________________
2. My Profile
3. _____________________________________________________
4. _____________________________________________________
5. My Service
6. My Shop
7. _____________________________________________________
8. My Support
9. _____________________________________________________
10. ______________________________________________________
11. ______________________________________________________
12. Locate Dealer
Mandatory for - SC, SM

75
 Activity 1: Explore the App

Near By Renault Assist

Support

3. Referring to the Footer Menu of Renault dashboard in the above image, what importance do the
following 3 icons hold for a customer?
Near By
___________________________________________________________________________
___________________________________________________________________________
______

Renault Assistance
___________________________________________________________________________
___________________________________________________________________________
______

Support
___________________________________________________________________________
___________________________________________________________________________
______
24. Go through the “My Vehicle” section and list down the points
explaining how this section holds importance for you and the
customer.
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________
__________Mandatory for - SC, SM
76
 Activity 1: Explore the App (Contd.)

5. List down 5 points explaining the usefulness of “My Services” 3

section.

1. __________________________________________________
_
2. __________________________________________________
_
3. __________________________________________________
_
4. __________________________________________________
_
5. __________________________________________________
4 6. By going through the “My Shop” section, the user will be
_ able to view all the information about the product. List
down the information that he/she would be able to view.

___________________________________
___________________________________
___________________________________
___________________________________
___________________________________
___________________________________
___________________________________
_______
7. The “My Document” section allows the user to perform the following 3 actions. Namely:

1.____________________________________________________________________________
2.____________________________________________________________________________
3.____________________________________________________________________________

Mandatory for - SC, SM

77
 Activity 1: Explore the App (Contd.)

8. Mention 5 importance of “My Renault Worldwide” section from your point of view.

5
1. __________________________________________________
_
2. __________________________________________________
_
3. __________________________________________________
_
4. __________________________________________________
_
5. __________________________________________________
_
9. Explain in your own words, how “My Renault World” section is helpful for a user?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
____________

10. Take help from your mentor to understand how “Locate My Vehicle” section works under “My
Support” section. Mention any 3 key points from your understanding.

1.
_____________________________________________________________________________

_____________________________________________________________________________
2.
_____________________________________________________________________________
______________________________________________________________________________

Mandatory for - SC, SM

_____________________________________________________________________________
3. 78
 Learning Recap

I. You will revise all your learning here through a set of

questionnaire.

II. You can take help of your mentor while attempting this section

Activities to be Completed 1. Quick Recap

Evaluation
To be filled by the Immediate Reporting
Specifications
Manager
Number of Activities Completed /1

Signature of the Immediate Reporting Manager

Let’s check how much knowledge you have retained !

79
 Activity 1: Quick Recap

Answer the following questions:

1) Mention the number of Sales and Service outlets respectively, Renault has in
India so far.
Sales Outlets: _____________________ Service Outlets: ______________________

2) What does ARAI stand for?

a. Automobile Research Analysis of India
b. Automobile Research Association of India
c. Automotive Research Analysis of India
d. Automotive Research Association of India

3) Which of the following relates to grooming?

a. Keep your nails short and clean
b. Brush and floss your teeth daily
c. Wash your face on a regular basis with a facial soap
d. All of the above

4) Mention India’s current position with respect to passenger car sales.

_________________________________________________
5) What does French Design & Easy Life stand for?
__
French Design: ___________________________________________________________
Easy Life: ________________________________________________________________

6) While analysing customer needs, you should know his _____________.

a. Basic interests c. Purpose of purchase
b. Basic usage d. All of the above

7) What is C@RE 2.0?

a. Customer Approved Renault Experience c. Commonly Approved Renault
Experience
b. Customer Acceptable Renault
Experience d. Client Acceptable Renault
Enrichment

80
 Activity 1: Quick Recap

8) Which of the following is not a KPI/deliverable of SOP Test Drive Management?

a. Test drive offered to all customers
b. Feedback on test drive availed
c. Test drive vehicle availability and maintenance
d. Capturing customer details

9) Which among the following is an MOT related to Customer Reception?

a. A Great Welcome for Me c. New Vehicle Handover
b. Lead & Enquiry Management d. Order and Delay Management

10) As per the SOP-Customer Reception, the main role holders for smooth customer welcoming
is/are ______.
a. Security Guard c. Sales Consultant
b. Showroom Hostess d. All of these.

11) How have you identified the objective of the SOP -Order and Delay Management?

a. To manage New Vehicle booking process effectively right from order receiving till final
processing.
b. To manage New Vehicle order delays effectively so as not to create any customer dissatisfaction.
c. Both (a) and (b)
d. None of these

12) As per the SOP -Post Sales Follow-up, the methodology of PSF call by
CRE (15th day) includes_________
a. Contacting customers
b. Collecting customer's feedback about NV Rate of Return
c. Analysing and resolving customer complaints
d. All of these.

13) Which among the following cannot be an evaluation factor for Mystery Shopping?

a. Telephone Enquiry c. Social Media Platforms

b. Car Demonstration d. Negotiation

81
 Activity 1: Quick Recap

14) Arrange the sequence of 7-step demonstration in correct order.

a. Brand-Renault Secure-Front and Engine-Passenger Side-Rear Seats-Rear-Driving Position
b. Brand-Front and Engine-Passenger Side-Rear Seats-Rear-Driving Position-Renault Secure
c. Front and Engine-Passenger Side-Rear Seats-Rear-Driving Position-Renault Secure-Brand
d. Brand-Front and Engine-Passenger Side-Driving Position-Renault Secure-Rear Seats-Rear

15) What is the significance of 7-step demonstration process?

a. Proof for what you claim your product can deliver
b. A good demonstration simulates the buyer’s interest
c. Clarifies customer doubts, lesser or no objection from the buyer
d. All of these.

16) Which among the following is not considered a best practice during product demonstration?

a. Tailor presentation as per customer’s needs

b. Divert the customer in case you don’t know an answer
c. Avoid technical words and phrases
d. Focus on features and benefits

17) What is the main role of ABS ?

a. Prevent wheel lock-up at the moment of braking, maintaining good steering control
b. Prevent wheel lock-up at the moment of braking, increasing the vehicle's braking distance
c. Prevent wheel lock-up at the moment of braking and reduce hydraulic pressure in the brake line
d. Prevent wheel lock-up and assist with hydro-vacation

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 Activity 1: Quick Recap

18) Choose the INCORRECT statement about Renault’s EASY-R technology:

a. Uses Electromechanical actuator to control clutch operation and change gears
b. Clutch-free, 2 Pedal system
c. Available at affordable price and maintenance is also easy as that of manual gearbox.
d. None of the above

19) All New KWID comes with __________ LED DRLs:

a. Black Streak c. Yellow Streak
b. Silver Streak d. Blue Streak

20) Select the first-in-class features of All New KWID.

a. LED digital instrument cluster
b. Floor mounted AMT dial
c. Rear seat armrest
d. All of these.

21) Identify the dimensions of New Duster.

a. 4265, 1770, 1710 mm c. 4456, 1769, 1707 mm
b. 4520, 1810, 1715 mm d. 4360, 1822, 1695 mm

22) What are the USP’s of MediaNAV in New Duster?

a. 17.64 cm MediaNAV touchscreen c. Reverse parking camera with guidelines
b. Android auto & Apple CarPlay d. All of these.

23) Which among the following is offered in New Duster that contributes for high fuel efficiency?

a. ECO Guide c. AVG. and Real-time fuel consumption

b. Gear Shift indicator d. All of these.

24) The 2nd row seats configuration of TRIBER has ______ function
a. Fold, Recline, Tumble & Remove c. Remove, Fold & Tumble
b. Slide, Recline, Fold & Tumble d. Slide, Recline, Fold & Remove

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 Activity 1: Quick Recap

25) Renault TRIBER cooled lower glovebox function is available from the _____ variant.

a. RXE c. RXL
b. RXT d. None of the above

26) The total categories of personalization choices available for CAPTUR customer is?

a. 25+ c. 32+
b. 34+ d. 40+

27) CAPTUR provides complete cockpit experience as it has:

a. Push button star
b. ECO Mode
c. Auto Up/Down Power Window with Anti-pinch
d. d. All of these.

28) What are the 3 Pillars of CAPTUR?

a. Stunning Design, Premium Feature Loaded and Innovated For You
b. Exclusive Design, Premium Features and Innovation
c. Stunning, Successful and Exclusive
d. Sophisticated Design, Advanced Features and Innovated For All

29) What are Renault Allied Services?

a. Functions and Businesses directly linked to the sale of a new car
b. One stop shop which helps in customer retention for a long run
c. Both (a) and (b)
d. None of the above

30) Renault Planned Ordering System (RPOS) is a tool to manage

a. Customer orders placed through web
b. Corporate orders to RIPL
c. Bulk orders placed by dealers to RIPL
d. None of these.

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Activity 1: Quick Recap

31) The new vehicle warranty policy for TRIBER is ___________.

a. 3 years or 60,000 Kms Extended Warranty
b. 4 years or1,00,000 Kms Extended Warranty
c. 2 years or 50 000 km Std
d. Both (a) and (c)

32) Among the following, insurance partners of Renault Assured program are.

a. Bajaj Allianz c. Tata AIG

b. Reliance General Insurance d. Both (a) and (b)

33) When should you pitch for Renault Secure?

a. At the time of giving quotation
b. During Closing of Sales and Post Sale Follow-up
c. Anytime Before the Expiry of New Vehicle Warranty
d. All of these.

34) Renault’s Extended Warranty coverage includes ____________.

a. Engine system c. Tyres
b. A/C Compressor d. Both (a) and (b)

35) Renault’s Extended Warranty Coverage does NOT include_____.

a. Batteries c. Transfer Box
b. A/C Compressor d. Master Cylinder

36) Write down the importance of proper wheel alignment in a car.

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

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 Activity 1: Quick Recap

37) List benefits of My Renault App:

NOTES:

__________________________________________________________________________

__

__________________________________________________________________________

__

__________________________________________________________________________

__

__________________________________________________________________________

__

__________________________________________________________________________

__

__________________________________________________________________________

__

__________________________________________________________________________

__

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 Activity 1: Quick Recap

38) What is the size of spare wheel provided in Duster?

a. 14” Alloy Wheel c. 15” Alloy Wheel

b. 16” Alloy Wheel d. 15” Steel Wheel

39) You can increase the speed of Cruise Control in Duster by:

a. Increasing speed of vehicle to desired speed and pressing '+' on

cruise control switch
b. Simply pressing '+' to set at the desired speed
c. Engaging clutch and pressing '+’
d. Can be set only when vehicle is parked

40) What does WOW stand for?

a. World Of Wonders c. Workshop On Wheels

b. World Of Wheels d. Warranty On Wheels

41) Mention any 6 components of Renault Easy Care Package.

_________________________________ ______________________________________
_________________________________ ______________________________________
_________________________________ ______________________________________

42) Mention any 10 components showing the scope of Road Side Assistance.

_________________________________ ______________________________________
_________________________________ ______________________________________
_________________________________ ______________________________________
_________________________________ ______________________________________
_________________________________ ______________________________________

87
 Certificate of Accomplishment

This is to certify that Mr./Mrs./Ms. _______________________

has actively participated in Self Induction Program powered by Renault India.

It has been found that his/her performance was excellent throughout the
program.

Renault India wishes him/her a grand welcome to the family and good luck for
his/her future endeavors.

You’re awarded 5
extra marks in your
R-Labelling
certification

Date:

Time: (Dealership Stamp)

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 THANK YOU !

Feel free to share your views, concerns & doubts at

renaulttraining@tti-global.com