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Assisted a leading automobile manufacturer in setting up of its distributor owned retail outlets

The Task

The auto manufacturer’s strategy was to expand the network of Distributor-owned Retail Outlets for their Spare Parts retail sales. For this, they required a solution to run their Retail Outlets effectively and efficiently. The mandate was to give their customers a uniform and best-in-class experience in their retail outlets across India.

The Solution

Centum Learning partnered with the client to develop Standard Operating Procedures Manual for the retail outlets, mainly focusing on customer related transactions.

The Result

Centum team conducted field study to assess and observe the ground situation, at various operational retail outlets, across India. Subsequent to field study, a standard operating procedures manual was developed, which covered retail sales, customer experience, retail outlet maintenance, merchandizing, stocking & replenishment, how to handle customer feedbacks, how to answer customer queries etc. The process for auditing compliance to the SOP manual was also designed for the retail outlets. The client is now about to rollout the SOP manual across their Retail Outlets pan India.

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African Headquarters

Centum Learning Limited

Parkside Towers, VI Floor

Mombasa Road

Box No 73146 00200

Nairobi

TEL: +254 733 466436
+254 788 736382

Write to us

contactus.africa@centumlearning.com

Nepal Office »

Centum Learning Ltd.
6th Floor, Trade Tower Nepal,
Thapathali, Kathmandu
PIN: 44600, Nepal
Ph: +977 – 9801210590
Fax: +977 – 5111045

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