On June 28th, 2024, the automotive telecaller trainees from Don Bosco Tech Rangajan embarked on an enlightening industrial visit to Poddar Car World, located in Khatkhati, Karbi Anglong, Assam. Arriving at 12:45 pm, the group of 20 trainees, accompanied by their domain trainer and support staff, sought to gain hands-on experience and practical insights into the car sales process and after-sales service offered by this leading automobile dealer.

The visit was meticulously coordinated by Mr. Roshan Biswakarma, Sales Manager, and Mr. Rajib Roy, Service Manager. Upon arrival, Mr. Roshan greeted the group and initiated an introductory session, providing an overview of the dealership and his role as Sales Manager at Maruti Suzuki Poddar Car World. He also highlighted the dealership's milestone, celebrating the 18th anniversary of Maruti Suzuki on June 18th, 2024.

Mr. Roshan's session was a treasure trove of information, starting with an in-depth explanation of the car sales process. He distributed leaflets detailing the car price list and engaged the trainees in a discussion on customer interaction. The trainees eagerly responded, sharing their strategies for polite and respectful customer engagement.

Emphasizing the importance of understanding customer needs, Mr. Roshan explained that the initial interaction involves discerning the customer's budget, desired features, and intended use of the car. He stressed the significance of active listening and asking pertinent questions to gather comprehensive customer information.

The session then moved to a practical demonstration using the Fronx car model. Mr. Roshan meticulously showcased the car's body parts and features, including the right-side doors, interior parts, backside, left-side doors, front side, and the engine under the bonnet. He explained the standard procedure for customer demonstrations and the option to customize interior parts at an additional cost.

Following this, Mr. Roshan handed over the session to Mr. Rajib Roy, the Service Manager, who provided a detailed overview of the after-sales services at Maruti Suzuki Poddar Car World. He covered essential aspects such as regular maintenance, service packages, warranties, and customer support. Mr. Rajib highlighted the importance of timely reminders for servicing periods (one month, six months, or 10,000 km) and the follow-up process post-repair, emphasizing the crucial role of customer feedback in the dealership's success.

Mr. Rajib's insights into after-sales follow-ups were particularly intriguing. He outlined the follow-up schedule—calls at 3 days, 6 days, 12 days, and 20 days post-repair—to ensure customer satisfaction and address any issues. He also explained the impact of customer feedback, noting that positive feedback benefits the dealer while negative feedback necessitates immediate attention.

The visit concluded with a tour of the dealership's various sections, including the telecaller section, EDP section, showrooms, and washing bay. The trainees captured group photos with the managers, marking the end of an insightful and knowledge-rich experience before departing back to Rangajan.

During the visit, Miss Paris raised an important query about the initial information a telecaller should gather when a customer calls for service. Mr. Roshan advised that telecallers should professionally greet the customer and then request the car registration number, model number, address, and the customer's name.

This visit was an eye-opening opportunity for the trainees, providing them with valuable knowledge about vehicles, sales, and services in a real-world showroom setting. The experience was both educational and inspiring, leaving the trainees better prepared for their future roles in the automotive industry.