· Enhance customer purchase experience at dealerships
· Over 3000 sales staff to be recruited nationally, across over 200 dealerships
· Special focus will be on enhancing the HR practices at dealership to improve the recruitment, training, rewards and retention processes
· Extensively training on new technologies – use of tablets, video walls, to ensure staff delivers best-in-class customer experience
With the imminent launch of the compact sedan, Zest and hatchback, Bolt, Tata Motors in association with its channel partners, has announced a major recruitment drive, hiring a workforce of over 3,000 staff across all Tata Motors full range dealerships nationally.
The company and dealers, will shortlist and recruit candidates who will be given roles such as Customer Advisors, Team Leaders and Sales Managers, across more than 200 dealerships. Prospective candidates will be extensively evaluated through a newly introduced recruitment process wherein they would undergo aptitude and psychometric test. These tests, exclusively developed with help from experts in this field, will measure the candidate’s orientation towards sales.
Commenting on this announcement, Mr. Ranjit Yadav, President – Passenger Vehicles Business Unit, Tata Motors, said, “In line with our vision and strategy to provide an enriched purchase experience, we have undertaken a revamp expedition of showrooms and expansion of our dealership workforce to prepare for the launch of our exciting global cars, Zest and Bolt. We are gearing up as we move closer to the launch. Besides our new range of products, our retail experience will also go through a sea change. Our customer-centered cars are being backed with customer-engaging purchase experience at our dealerships. This is a step forward for us in reinforcing our commitment to provide best-in-class purchase experience.”
To enhance the customer engagement levels at the dealerships, Tata Motors has launched an initiative to upgrade its dealer and service network to deliver customer desired world class showroom ambience, purchase experience and after-market service. This is being achieved through technology-enabled dealerships, providing all-encompassing sales, service and spares. The network, wherever required, is being supplemented with an optimised network of standalone authorised service centres. The network’s layout is based on a detailed study of the geographical concentration of existing and emerging customer clusters.
The company is working very closely with dealerships to develop their HR guideline manual which covers aspects like recruitment, training, rewards system and retention. After being selected, the new recruits will undergo rigorous training process that will include absorbing in-depth product knowledge, soft skills, sales and technical training. The revamped dealerships will be loaded with technology, wherein, customers, with help of specially trained sales managers, will be able to configure their cars real time on video walls using tablet PC’s.
Tata Motors is committed to anticipating and fulfilling customer demands and expectations. The company’s Horizonext strategy builds upon this inherent customer-focus. Two key pillars of Horizonext are directly about the customer experience – at the sales point and for after-sales service.