Tvs & Bajaj Process (Telesales-Outbound Process)

1. Lead Generation & Database Management

• Data Collection

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• Gather potential customer data through various channels, such as online forms, event participation, previous inquiries, dealership visits, or external databases.
• Ensure accurate and up-to-date information (e.g., name, contact details, preferences, location, vehicle interests).

• Segmentation

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• Segment leads based on specific categories like geographic location, vehicle preference (e.g., two-wheelers, three-wheelers), or readiness to purchase.
• Prioritize hot leads (those showing immediate interest) over cold leads (potential interest but no immediate action).

2. Initial Call/Contact

• Call Script

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• Use a pre-approved script to introduce the brand and the product (TVS or Bajaj).
• Personalize the pitch based on customer information (e.g., type of vehicle they are interested in, special offers, etc.).

• Introduction

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• Greet the customer warmly and introduce yourself as a representative of the TVS/Bajaj brand.
• Clearly state the purpose of the call (e.g., to inform about new vehicle models, special financing offers, promotional events, etc.).

• Qualifying the Lead

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• Ask open-ended questions to gauge the customer's interest, buying intent, and budget.
• Qualify leads based on specific criteria (e.g., customer ready to purchase, seeking a test ride, interested in financing options).

3. Product Pitch

• Tailored Pitch

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• Highlight the product benefits relevant to the customer (e.g., fuel efficiency, new model features, technology, warranty, financing).
• Offer promotions, discounts, or seasonal offers that might interest them (e.g., cashback, EMI options, trade-in deals).

• Addressing Concerns

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• Be prepared to answer any questions or concerns the customer may have about the product, financing, or after-sales service.
• Focus on delivering value and benefits tailored to their needs (e.g., a commuter looking for a fuel-efficient bike or a family looking for a three-wheeler).

• Call-to-Action

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• Encourage the customer to take the next step, whether it's booking a test ride, visiting the showroom, or receiving additional information via email.
• If the customer is interested in a test ride or showroom visit, schedule the appointment immediately.

4. Follow-Up Calls

• Scheduled Follow-Ups

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• For customers who expressed interest but did not make an immediate decision, schedule follow-up calls after a few days to check on their decision-making process.
• Remind customers of promotional offers or limited-time discounts to create urgency.

• Customer Retention

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• Even if the lead does not result in an immediate sale, keep the customer engaged with relevant product updates, upcoming launches, or service reminders.

5. Closing the Sale

• Finalizing the Deal

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• If the customer is ready to make a purchase, guide them through the buying process (e.g., provide details on financing, paperwork, delivery).
• Offer to arrange financing options through Bajaj or TVS financial services if applicable.
• Confirm delivery date, payment options, and any add-ons (accessories, insurance, etc.).

• Documentation & Confirmation

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• After the deal is closed, send confirmation messages (via email/SMS) and any documents related to the sale (such as loan approval, payment receipts, etc.).

6. Post-Sale Follow-Up

• Customer Satisfaction

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• After the sale, conduct a follow-up call to ensure the customer is satisfied with their purchase and to address any questions about their new vehicle.
• Offer after-sales support such as service reminders, product upgrades, or loyalty benefits.

• Feedback & Referral Requests

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• Request customer feedback to understand their experience with the telesales process and improve service.
• Encourage satisfied customers to refer friends or family, and offer incentives for successful referrals.

Tools & Technologies Used

• CRM Systems

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• Platforms like Salesforce or Zoho to track customer interactions, follow-ups, and sales progress.

• Auto-Dialers

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• Automated dialers to increase call volume and efficiency (e.g., Five9, Talkdesk).

• Marketing Automation Tools

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• Tools like HubSpot or Marketo to automate follow-up emails, reminders, and nurture campaigns.

• Lead Scoring Systems

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• Helps prioritize leads based on their likelihood to convert into sales.

KPIs & Metrics

• Call Conversion Rate

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• Percentage of calls that lead to actual sales or scheduled actions (test rides, showroom visits).

• Lead Qualification Rate

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• Percentage of leads who are qualified as serious buyers based on the telesales team's criteria.

• Customer Satisfaction (CSAT)

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• Measure customer satisfaction through post-sale surveys or direct feedback.

• Average Deal Closing Time

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• Time taken from initial contact to final sale.

Challenges in Telesales for TVS & Bajaj

• High Lead Drop-off

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• Many leads drop off after the first contact; ensuring that follow-ups are timely and valuable is crucial.

• Managing Customer Expectations

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• Customers may have unrealistic expectations regarding vehicle availability, discounts, or delivery times, so clear communication is key.

• Handling Rejections

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• Rejection is common in telesales. Teams must be resilient, professional, and able to handle objections without pressure.

This process is essential for TVS and Bajaj to ensure they effectively engage with potential customers, convert leads into sales, and maintain strong relationships post-purchase.