GLOBAL BUSINESS SCHOOL

\ A PROJECT REPORT DISSERTATION

ON
“To Understand the customer satisfaction for pre and
Post sales’’ AT SHODHA TOYOTA (HUBLI)

Submitted to in partial fulfillment of the requirement

of the
Degree of
POST GRADUATE DIPLOMA IN MANAGEMENT AND
MASTER IN INTERNAIONAL MANAGEMENT
2008-2010

GLOBAL BUSINESS SCHOOL OF MANAGEMENT.

Bairidevrakoppa, behind of Hyundai showroom, Hubli.
Submitted
BY
SABANNA.T.TELSANG
REG NO. 12
UNDER THE GUIDENCE OF

Internal External

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GLOBAL BUSINESS SCHOOL

Prof.Santosh Nandur Mrs.Shilpa

Jatteppanava

S.N PG
O CONTENTS ,NO

1 Introduction 3
2 Showroom photo 4
3 Company address 5
4 The company road map 5
5 Dealer mission 6
6 Unique 3s 6
7 Contact persons 7
8 My objectives 8
8,
9 Product detail 9
10 Company Marketing aria 9
9,1
11 Company Touch points 0
12 Company mission 10
13 Objective of the company 10
14 Organization strengths 11
15 Working hours of employees 11
16 Canteen facilities 11
12,3
17 Technical specification of company products 0
18 Awaited modals of company products 31
19 Special features 31
20 Story of Toyota company 33
21 Employees job description 33
34,5
23 Customer serve report 0
24 Company organization chart 51
52,5
25 Questionnaire 4
26 Suggestions 55
27 Declaration 56
28 Conclusion 57

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GLOBAL BUSINESS SCHOOL

Introduction:

Shodha motors Pvt. Ltd., is the exclusive 3S dealership of Toyota Kirloskar

Motors Ltd. 3S Stands for sales, service and spare parts under one roof is
Toyota‘s unique Approach to customer care and service.
Shodha Toyota is one of the first of its kind in Hubli, similar to other
Toyota dealership in India, meeting Toyota international standards. It is fully
equipped with all tools, Equipments and spare parts, from the day of
commencement of its operations. Mr. Yamazaki Managing Director, Toyota
Kirloskar Motors Ltd., in the presence of the honorable Minister for large and
medium industries, Govt of Karnataka Mr. .R V Deshpande , the deputy
managing director of TKML ,Mr.K.K Swami ,and director of marketing TKML ,
Mr. S. Aoki , inaugurated Shodha TOYOTA on 28th April 2001 .

Shodha Toyota Consist of the Following Board of Directors

Managing Director : Mr. Prasad Deshpande

CEO : Mr. Ganesh kumar
Director : Mrs.Prakash naik , Kalpana Naik
Director : Mrs. Meghana Deshpande

Qualis is a quality proven multi purpose vehicle, which was launched in the
year 2000. The organization has a strong sales team, which sells more than
30 Vehicles in a month. It also conducts various promotional activities as and
when required. The service is also not weak in serving the vehicles. Minimum
10 vehicles per Day come for service. The service team provides a
satisfactory service to the customers. This can be verify by Customer
Relation Officer who is always in touch with the customer and follows up the
customers which includes both purchased as well as serviced one. The
Organization believes in ‘’ KAIZEN’’ (continuous improvement) Principle.
where in each individual and process has to improve continuously. Shodha
Toyota is ISO certified company, which speaks about the standard Working
conditions.

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GLOBAL BUSINESS SCHOOL

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GLOBAL BUSINESS SCHOOL

CONTACT US

Shodha Motors Pvt

Ltd
Opp.KSFC
Hubli Dharwad Road
(NH4)
Rayapur
Hubli-580 002

Telephone:
+91-83-6222-5001/2/ 3

Fax:
+91-83-6222-5004

E-mail:
sales@shodhatoyota.co
m

ROAD MAP

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DEALER PRINCIPAL

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Mr. Prasad Deshpande

DEALER MISSION
"Total customer satisfaction is our mission". To achieve this we will
always strive to improve processes continuously and deliver quality
service as per customer needs and thus build "Customer for Life".

By Integrating sales, after-sales service and service parts storage in a

single convenient location, 3S dealers contribute to the High level of
quality associated with Toyota throughout the World.

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CONTACT PERSON

Mr. Ganesh Kumar Mr. Govind Govannavar Mrs.Shilpa Jatteppanavar

CEO Head - Customer Service Manager - Customer Relations
Mobile: +91-99728-44388 Mobile: +91-99728-44577 Mobile: +91-97313-98003

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GLOBAL BUSINESS SCHOOL

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GLOBAL BUSINESS SCHOOL

Innova
Innovating to provide All you desire:
TOYOTA KNOWS THE ROADS OF THE
WORLD. This unmatched expertise and
experience has been combined with a
deep understanding of what owners look
for in their cars to give shape to a never-
before automobile, The Toyota Innova.
The Innova is a result of a unique process
that has broken new grounds in the way
automobiles are created. The Innova
brings together qualities never before
seen together in an automobile. Fantastic
ride quality and luxury coupled with
versatile space; superior performance and
driving pleasure with world class safety,
advanced styling with solid durability..

Prado
Go Ahead and Conquer them all. Other
cars will slow down and give way. The
SUV..Ultimate from Toyota. An absolute
powerhouse that goes to any extreme.
With sculpted looks, spoiling comfort and
thrilling features. City lanes or jungle trals.
Gushing streams or rushing traffic. On
road or off it. On your Land Cruiser
Prado..go ahead, conquer them all....

Camry
Toyota's flagship Prestige sedan. It
delivers the highest standards of driving
refinement and performance. The Camry's
spacious, luxurious and quite cabin has a
finely crafted interior that provide
unparalleled comfort. The driver and
passengers are provided with an array of
thoughtful amenitities designed for....

Corolla Altis
Once in a lifetime comes a car that
redefines luxury and style. Which
looks and feels like it belongs to a
class above. And provides a driving
experience so far beyond anything
you’ve experienced, that you’ll
either be overcome with awe, or
stunned by envy. The all-new
Corolla Altis.
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GLOBAL BUSINESS SCHOOL

TOYOTA COMPANY MARKETING AREA

1) DAVANGERI 7) BAGALAKOT

2) HAVERI 8) RAICHURE

3) BALLARI 9) GADAG

4) DHARWAD 10) BIJAPUR

5) BELGAUM 11) GULBURGA

6) KOPPAL 12) BIDAR

TOUCH POINTS FOR THE CUSTOMER

Toyota company : First touch point is showroom, while the customer will
coming the showroom first security will well come them, and well great them
then second point is while the customer entering the showroom the company
employees will well come them and well greeting them very well, and tee,
copy will give them and employees will do request to the customer to sit on
the chair they will have chair salesman will explain about product, and
another one very important customer touch point is company have beautiful
girls, these girls will also well come them great them and will explain about
which product they have. And will give them quotation to the customer about
which product they have chosen. Then sales person and tally calling team
keep touch with them.

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GLOBAL BUSINESS SCHOOL

The Mission statement of Shodha Toyota

“Total customer satisfaction is our mission. To achieve this we will always
strive to improve processes continuously and deliver quality service as per
customer needs and thus build Customer for Life’’.

Objectives for Shodha Toyota

* To understand & define customer vehicle requirements clearly and
executing the order as per the sales Process so as to achieve
100%customer satisfaction.

* To procure spare parts and materials from approved suppliers and keep
optimum stock levels so as that Customer requirement fulfilled.
* To understand and define customer service needs clearly and executing
them as per service process so as to Achieve 100% customer satisfaction.
* To allocate work competent personal and improve their competence level
through effective training.
* To improve process continuously at every opportunity.
* To maintain pressure environment, hygienic facilities and clean
atmosphere with an aim to serve people and Society.
* To meet the requirements of all interested parties’ viz., suppliers, directors,
employees, Toyota kirlosker motor Ltd., suppliers and statutory and
regulatory bodies with en aim to enhance stockholder satisfaction.

The Human Resource Department governs the activities of

• Recruitment
• Selection
• Training and development
The Organization conducts strong in house training programmes for new as
(200903) well as presently working employees.

Strength of the organization:

The organization has strength of minimum 80 employees, which varies
according to the requirement.

Working hours of employment

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GLOBAL BUSINESS SCHOOL

In Shodha Toyota, the employees work for eight hours per day and enjoy
holiday on Sundays.

• Service 9:00am To 6:00pm

• Sales 9:00am To 6:30pm
• Admin & Finance 10:00am To 7:00pm

Sunday will be a holiday.

Canteen Facility
The employees as well as customer can enjoy the food (veg & non-veg) in
organization it self. Shodha Toyota has a canteen facility where in the
employee gets subsidized food where as customer get the same thing at a
cheaper rate.

Toyota Corolla

Corolla with its superior design and features are fully loaded
with luxurious interior. Interior of this car include leather
upholstery, two tone color scheme, wood grain central console,
lumbar support, elevated seating, superior cooling, 6 CD play
audio system, premium sound, audio controls on steering wheel
etc. Safety features include dependable airbags, collision test,
safe brake pedal design, 3 point ELR/ALR seat belts etc.

It includes the following models:

• Corolla 1.8 E
• Corolla 1.8 G
• Corolla 1.8 J
• Corolla Altis

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 Corolla 1.8 E
GLOBAL BUSINESS
It has specialSCHOOL
features like 5 M/T, Fabric or leather seat, wood grain
panel, fog lamp, 6 speaker, in dash 6 CD changer, silhouette meter
etc.

TECHNICAL SPECIFICATIONS
View Technical Specification of OF TOYOTA
Corolla 1.8E INNOVA

Grade E G V

Model G1 G4
Code

Seating 7S 8S 8S 8S7S8S 8S7S8S

Capacity

Engine Diesel Petrol Diese Petro Diese Petro Diese

l l l l l

DIMENSI
ONS

Overall L
Corolla 1.8 G 4555 mm x 1770 mm x 1750 mm
xWxH
With all the features in Corolla 1.8G, it has special feature like 4
WheelA/T. 2750 mm
Base
View Technical Specification of Corolla 1.8G
Minimum 176 mm
Ground
Clearanc
e Corolla 1.8 J
Minimum 5.4 seat,
It has special features like 5 M/T, fabric m manual air-
Turning
conditioning, AM/FM radio/cassette, 4speaker, analog meter etc.
Radius
View Technical Specification of Corolla 1.8J
Tyres 205 / 65R15

Gross 2240 2240 2290 2240 2290 2240 2290

WeightCOROLLA ALTIS
(kg)
Price Range:- Rs 10 lakh and Rs 13 lakhs.

The all-new Corolla Altis redefines luxury and style. This dynamic
and advanced car has a lower and wider body which provides a
ENGINE
stable ride, and presents a more bold and advanced lock. Its other
special features
Engine 16V are multi-information
16V DOHC 16Vdisplay,
DOHC dependable GOA
16V DOHC
body, diffusing washer spray, anti-lock brakes, slidable armrest,
optitron meter and vanity mirror.
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View Technical Specification of Corolla Altis
GLOBAL BUSINESS SCHOOL

Type DOHC

Fuel Com
Common EFI w/ EFI w/ Common EFI w/ Common
Delivary mon
Rail VVT-i VVT-i Rail VVT-i Rail
System Rail

Displace
ment 2494 1998 2494 1998 2494 1998 2494
cc(cm3)

Max 100 75
75 100 100
Output (136) (102) 75 (102)@ 75 (102)@
(102)@ (136) @ (136) @
KW(ps) @ @ 3600 3600
3600 5600 5600
@ rpm 5600 3600

Max 200(2
182(1
Torque 200(20.4) 0.4) 182(18. 200(20.4) 182(18. 200(20.4)
8.6)
Nm(kg- @ 1400- @ 6) @ @ 1400- 6) @ @ 1400-
@
m) @ 3400 1400- 4000 3400 4000 3400
4000
rpm 3400

Fuel
Tank
55
Capacity
(Ltrs)

CHASIS

Front
Suspensi Independent, Coil Spring, Double Wishbone, with Stabilizer
on

Rear
Suspensi 4-Link, Coil Spring
on

Front
Disc
Brake

Rear
Drum
Brake

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GLOBAL BUSINESS SCHOOL

Transmis
5 M/T
sion

EXTERIO
R
FEATURE
S

Tubeless
     
Tyres

Alloy
     
Wheels

Intermit Intermit
Wiper Intermitten Intermitten
Mist Mist tent + tent +
Front t + Mist t + Mist
Mist Mist

Wiper
     
Rear

Fog
Lamps      
Front

Outside Chrome
Rear Black / Colour / Colour / Colour / / Chrome /
View Manual Manual Manual Manual Electric Electrical
Mirrors al

INTERIOR
FEATURE
S

Digital
     
Clock

Tachome
     
ter

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GLOBAL BUSINESS SCHOOL

Tripmete
     
r

Door Ajar
     
Waning

Seat Belt Driver

  Driver Only D+P D+P
Waning Only

Front
Map
Lamp
     
(with
Sunglass
Holder)

Power
Outlet
(DC)
     
(Cigraett
e
Lighter)

Glove
     
Box

Sunvisor
(Driver
with      
Ticket
Holder)

Sunvisor
(Passeng     with vanity mirror
er)

Wooden
     
Panel

SEAT &
INTERIOR
TRIM

Front Separate(1+1)

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GLOBAL BUSINESS SCHOOL

Seats

Capt
2+1 2+1 2+1 Capta 2+1( Capta 2+1
ain 2+1 2+1
Rear No.1 (6/4 (6/4 (6/4 in 6/4 in (6/4
Seat (6/4 (6/4
Seats tum tumbl tumbl Seat( tum Seat( tumb
(1+1 tumble) tumble)
ble) e) e) 1+1) ble) 1+1) le)
)

Rear No.2
2+1(5/5 with Space-up)
Seats

Front Seat
     
Slide

Rear No.1
      
Seat Slide

Reclining
     
Seats (all)

Seat Fabric
PVC PVC Fabric Fabric Fabric High
Material High

COMFOR
T&
CONVENI
ENCE

Air
Manual / Manual / Manual Manual / Manual Manual /
Condition
Single Single / Dual Dual / Dual Dual
Type

Tilt
Steering
     
Column(M
anual)

Power
     
Steering

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Auto Auto
Auto Auto
Power down(D down(D
  down(Drive down(Drive
Windows rivers rivers
rs Side) rs Side)
Side) Side)

Child Lock      

Rear
Window      
Defogger

Wireless
     
Door Lock

2 Din
AM/FM 2 Din
1 Din
Audio 1 Din CST 1- AM/FM CST
  AM/FM
System AM/FM CST CD 1-CD (with
CST
(with MP3)
MP3)

Speaker 4 no's 4 no's 4 no's 4 no's 6 no's 6 no's

SAFETY

Goa Body      

ABS      

SRS
    (D + P) (D + P)
Airbags

Immobilis
     
er

COLOUR

White      

Super
     
White

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Silver
     
Metallic

Beige
Mica      
Metallic

Dark Red
Mice      
Metallic

Light
Green
     
Mica
Metallic

Black Mica

Toyota Prado

Toyota Prado with its sturdy but elegant, strong but sophisticated structure is
one of the all in one mid size sport utility vehicle in the market. It is well
equipped with the various high end standard equipments.

It can be found with various type of transmission like 6speed manual

transmission, 5 speed automatic and manual transmission, 4 speed
overdrive automatic transmission. It has several other features like black
color front and fear bumpers, multi-reflector front headlamps, black color
radiator grille, black color exterior mirrors, front and rear mud flaps, molded
door trims with integrated armrests, molded headlining with cloth facing,
fully trimmed compartment, driver's footrest, front bucket seats, power
windows with driver auto/up down and anti-jam function, intermittent rear
wiper and washer, rear window demister, low fuel warning light, headlamp
on/off, AM/FM radio with MP3 compatible single disc CD player with 6
speakers and antenna in rear side glass, engine immobilizer, remote central
locking including tail gate etc.

It is found in different colors:

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GLOBAL BUSINESS SCHOOL

• Black
• Beige Metallic
• Dark Red Mica
• Silver Metallic
• White

TECHNICAL SPECIFICATIONS OF TOYOTA PRADO

Dimensions
Overall
Length (mm) 4715
Width (mm) 1875
Height (mm) 1905
Front Overhang (mm) 855
Rear Overhang (mm) 1070
Wheelbase (mm) 2790
Front track (mm) 1575
Rear track (mm) 1575
Capacity
Min ground clearance (mm) 220
Maximum negotiable angle (degree 42
)
Angle of approach (degree 32
)
Angle of departure (degree 26
)
Ramp break over angle (degree 20
)
Wading depth (mm) 700
Limit angle of vehicle turn over (degree 42
)
Gross vehicle weight (kg) 2850
Curb weight (kg) 1900-2070
Seating capacity (person 8
)
Engine Type: 1GR-FE, Petrol

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Displacement (cc) 3956

Configuration V6
Valve mechanisam DOHC VVT-i, 24 valve
Fuel injection system EFI
Power 173kW(235PS)@5200rpm
Torque 362Nm(36.9 kg-m)@3800rpm
Fuel tank capacity (litre) 87
Power Train Type: 5-Speed Automatic
Gear ratio
1st 3.520
2nd 2.040
3rd 1.400
4th 1.000
5th 0.716
Reverse 3.224
Suspension
Front Double Wishbone type suspension
Rear 4 link type suspension with lateral
rod
Toyota Electronic Modulated Suspension Standard
(all wheels) with air suspension
Brakes
Front Ventilated Disc
Rear Ventilated Disc

Tyres & Wheels 265/65R17 aluminum wheel 7.5 JJ

tubeless
Steering
Gear type Power assisted, Rack & pinion
Min. turning radius (meter) 5.7

Toyota Qualis

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GLOBAL BUSINESS SCHOOL

Note:- Company has stopped manufacturing this model.

The Qualis is powered by a mighty, high performance 2.4 litre diesel engine.
It delivers a maximum power of 54 KW at 4200 rpm and a maximum torque
of 151 Nm at 2400 rpm. The 2.4 litre straight four-cylinder diesel engine
guranteees smooth starts and powerful acceleration with a maximum speed
of 130 km/h. It has a number of safety features like a crumple zone, three
point ELR seatbelts, side door beams etc.

Toyota Kirloskar has acquired 430 acres of land in Bidadi and hopes a
production of 20,000 vehicles in the first year of operation and 35,000
vehicles in the following year.

The car is offered in more than 10 ranges, including a special model for the
farm sector, which will have cheaper air conditioners and washable seat
covers.

AWAITED MODELS OF TOYOTA KIRLOSKAR MOTORS

MODEL TYPE
Corolla Cng Premium Car
Fortuner SUV
Toyota Lexus LS 460 Luxury Cars

Corolla ALTIS Special Features

The Corolla Altis is the revising new generation of the corolla, the
world’s largest selling car. Engineered toperfectin and styled with
flamboyance, it is designed to inspire envy, on and off the road.
Cearten features available
• Keyless Entry
• Anti lock breaking system

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• SRS Duel Airbags

• Vvt-I Valuable Valve timing- intelligent
• Whiplash Injury Lessing Seat
• 8-Way fower Driver Seat
• Cruise control
• Side Airbag
• MP3
• Vehicle Stability control
• Globale Outstanding Assessment
• Side Image Beam
• D-3D
• Curtain Airbag

Design
Say hello to design you can’t take eyes off. Cutting- edge aerodynamics.
Smooth lines. Elegant curves. Striking lamps. The corolla Altis is designed to
stun, head to toe.

Performance
Hit the road in the corolla Altis. Rev up to absolute power with the super
efficient VVT-i engine. Silky smooth suspensions. Choice of two
transmissions (automatic with sequential
Shift and manual). The stuff Star performers are made of.

a) A high performance fuel efficient VVT-I engine delivers power at your

Command.

b) The intelligently designed super ECT transmission with sequential shift

promises a thrilling yet smooth driving experience.
* Optitron 3d combination meter for crystal clear display.comerhensive
readings.
* Multi information display for comprehensive readings.
* Audio control on the steering wheel to put convenience at your finger
tips.
* Premiums audio system with 6-cd changer and remote control.
* 8-Way adjustable power driver seat with power lumber support for
greater comfort.
* Convenient cruise control for hassle free drive.

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Comfort
Step into the new corolla Altis. You will find luxury you can sink into.
Impeccable leather seats. Ample legroom and headroom. Premium audio
system, with the controls conveniently fixed on the steering wheel.
Safety:
Inside, the corolla altis keeps you cocooned in total safety. Robust GOA body
framework. WIL concept driver seat. HID headlamps. A host of thoughtful
features, so that you feel nothing less than absolute peace of mind.
1) ABS (Anti- lock Breaking System) With EBS (Electronic Break Force
Distribution) for Smooth and assured stops.
2) Striking HID (High intensity Discharge) headlamps that long and are very
easy to maintain.
3) Electro chromatic rearview mirror to reduce the glare from rear –
approaching headlights, making night driving safer.
COLOUR CHOICE OF COROLLA ALTIS

1) Light Blue Metallic

2) Dark Red Mica Metallic
3) Champagne mica Metallic
4) White Pearl Mica
5) Silver Metallic

The Toyota Story

Toyota started out in 1933 as the automobile department of Toyoda
Automatic Loom Works, Ltd., in Japan. In 1937 the Toyota Motor Company
was founded, and by 1947 over 100,000 vehicles had been produced. The
first Toyota arrived in the U.S. in 1957. Today more than half of the Toyotas
sold in America are produced there. Toyota markets cars worldwide through
its overseas network of more than 160 importers/distributors and numerous

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GLOBAL BUSINESS SCHOOL

dealers.

Employees Job Description

*Job Description Overview

1. Head customer service
2. Kaizen leader
3. TSM Coordinater
4. Manager Customer Relation
5. Manager service
6. Manager service Parts
7. Environmental Management Representative
8. Assistant Manager Service
9. Customer Relation Officer
10. Job Controler
11. Accessories Sales Officer
12. Service Advicer General
13. Waranty Administrator
14. Service Parts Assistant
15. Service Advisor-B&P
16.Service

Q no:1 How did come to know about

Toyota cars ?
sales 54
showroom 36
News paper 2
Hording 8
TV 0

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Q2 : Toyota Company
advertisement
Excelent 34
verygood 54
Neutral 12
Good 0
Pood 0

Q3 :Rate of the Toyota sales

person
Excellent 30
Verygood 36
Good 30
Poor 4

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Q4: Awareness of all the models and prices of

TOYOTA
Yes 65
No 35

Q6 Did the dealer offer you of finance

providers
Yes 64
NO 36

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Q no 7a: Sales person

appearance
points
1 0
2 0
3 0
4 4
5 6
6 6
7 18
8 34
9 20
10 10

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Yes 94
No 6

Q NO 9 Did the sales person ask about usage and

needs?
Yes 66
No 34

Q11 How do you rate of car

service center

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Excellent 44
very good 26
Neutral 16
Good 12
poor 2

Q12 At the showroom how is the delivery

mode?

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In time 34
On time 54
sometime delayed 12
Always delayed 0

Q13 The price of the spare parts

is
very high 38
high 28
moderate 34
low 0
very low 0

Q14 How do you rate the overall after

sales service?

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GLOBAL BUSINESS SCHOOL

Excellent 28
verygood 26
Neutral 24
Good 10
poor 2

Q15 a : was the dealership

clean?
Yes 86
No 14

a)did the dealership have proper signage to guide you through the

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showroom
yes 84
No 16

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Q NO 16a: Was your vehicle delivered on a

promised date?
Yes 82
No 18

16 b: was the vehicle delivered within 45

minit?
Yes 76
No 24

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Q No 17*1 : Was the vehicle delivered with all feature promised at the time
of sale?
Yes 96
No 4

*2 : Were you explained vehicle delivery quality inspection

form?
Yes 90
No 10

*3 : Were you interoduced to service/cr dep. At the time of

dilevery?

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GLOBAL BUSINESS SCHOOL

Yes 88
No 12

*4 : Was your vehicle delivered with special

ceremony?
Yes 84
No 16

*5 :Were you personaly thanked for the purchase of your

vechicle?

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Yes 94

No 6

6 :Were you contracted after you took delivery of your vehicle to ensure everything
was satisfactory ?
Yes 96
No 4

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QUESTIONNAIRE

Objective

a) To understand the customer satisfaction for pre and

post sales

I am Sabanna and pursuing MBA 2 nd sem from GBS( Global

Business School) and as a part of academics we need to carry out
summer implant project for 1 month. So kindly cooperate with us &
fill in the questionnaire. I assure you that all information provided
will be kept
Confidential and will be used purely for academic purposes.
Personal details

Name :

Mobile no :

Email id :

Age :

Income : a) 1 to 5 L b) 5 to 10 L c) 10 to 20 L d) 20 to 50L

Occupation : a) Govt’ b) Private c) Professional d) Others

1) How did you come to know about Toyota cars?

a) Sales man b) Showroom c) News papers d) Hoardings

e) T V

2) How is the advertisement for Toyota?

a) Excellent b) Very good c) Neutral d) Good e) Poor

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3) How do you rate Toyota salespersons?

a) Excellent b) Very good c) Good d) Poor

4) Are you aware of all the models & prices of Toyota?

a) Yes b) No

5) Deal : a) please rate the following area using the 10 points

1) Where you satisfied with price offered against price paid?

1 2 3 4 5 6 7 8
9 10

6) Did the dealer offer you a choice of finance providers ?

a) Yes b) No

7) Please rate the following areas using the 10 points

1) Sales person appearance 1 2 3 4 5 6 7

8 9 10
1 2 3 4 5 6 7
8 9 10 2) Courtesy and friendliness

3) Sufficient time allowed before deciding 1 2 3 4 5 6 7

8 9 10
1 2 3 4 5 6 7 4) Sales person knowledge about vehicle
8 9 10
5) Fulfilled all commitments 1 2 3 4 5 6 7
8 9 10

8) Did the sales person offer you a test drive? a) Yes b) No

9) Did the sales person ask about usage and needs? a) Yes b) No

10) What model car do you have ?

a) Model : ………….

b) Brand : …………..

11) How do you rate the car servicing at the Service center ?

a) Excellent b) Very good c) Neutral d) Good d)

Poor

12) At the showroom how is the delivery mode?

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a) In time b) On time c) Sometime delayed d) Always

delayed

13) The price of the spare parts is

a)Very high b) High c) Moderate d) Low e) Very Low

14) How do you rate the overall after sales service?

a) Excellent b) Very good c) Neutral d) Good e)

Poor

15) Dealership Facility

a) Was the dealership clean? a) Yes b) No

b) Did the dealership have proper signage to guide you through the
showroom

a) Yes b) No

16) Delivery Timing

a) Was your vehicle delivered on a promised date? a) Yes b) No

b) Was the vehicle delivered within 45 mins ? a) Yes b) No

17) Delivery process

* Was the vehicle delivered with all features promised at the time of sale?
a) Yes b) No

*were you explained vehicle delivery quality inspection form?

a) Yes b) No

*were you introduced to service /CR Dep. At the time of delivery?

a) Yes b) No

*Was your vehicle delivered with special ceremony?

a) Yes b) No

*Were you personally thanked for the purchase of your vehicle?

a) Yes b) No

*Were you contracted after you took delivery of your vehicle to ensure
everything was satisfactory?

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a)Yes b) No

18) We value your feedback. For any comments or suggestions , which has not
been covered by above questions ,please let us know.

......………………………………………………………...
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
…………………………………….

Place:
Date :
Customer Signature

Thanks for sparing your most valuable time.

SUGGESTION
1. Organization should consider more of non-monetary motivators like
appreciation, more challenging works and targets to be met, etc….

2. The ideas and suggestions of the employees must be welcomed by the

superiors to increase the employee’s morale and make them feel that
they are part of the company.

3. As the world today is more demanding and competitive more efforts

should be put by the management to motivate the employees and try
to increase the efficiency of the employees and retain them.

4. The company should see that the incentives and recognition given
should rise to the level of complete satisfaction of the employees.

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5. The employees should be appreciated by their superiors for their

success and efforts put by them atleast by giving the appreciation
letter. This will somewhere create a good image about the company in
the eyes of the employees and in turn increase their efficiency.

6. The management can also employ negative motivators to some limit to

increase the efficiency of the employees.

7. The employees performance should be evaluated periodically and they

should be promoted whenever necessary.

8. Performance appraisals should be carried on so that the employees get

motivated and tend to increase their efficiency.

9. The company labour charges should be little bit reduce for customer.

10. The company need to decrease the spare parts rates, for
increase

the customer and development.

DECLARATION

I hereby declare that the project report titled “ To Understand Customer

Satisfaction for Free and Post Sales ” (Shodha Toyota) is based on an
independent study conducted during the academic year 2008–09 under the
guidance of Ganeshkumar (Chief executive officer) and

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Shilpa S.J (H R Manager of the Toyota Company).

I also declare that this project has not been submitted for the award of any
Degree /Diploma of any other University / Institution.

I further declare that this report is entirely based on the information

provided to me by the company and is a result of my own efforts.

I submit this report in fulfillment of the requirement of Post Graduate

Program in Management Degree awarded by Karnataka University

Date : SABANNA, T,
TELSANG

Place : HUBLI

Conclusion:
As per my conclusion this Shodha Toyota company growth is very good, and
while doing the project that company well supported to me, and from this
project I assumed lot off thing like behavior of , employee, and customer
with employee ,managers. And I have done customer survey in that
company so that I have understand through that research, company spare
parts rate is very high, so the company have to do decrease little bit spare

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parts rate ,company little bit have to increase for product advertisement, this
is very need. This company has good environment, has well organizational
culture.

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