Sales force

Recruitment and
Selection

The Project is about to

identify the behavior of
sales force towards its
customers, how this sales
force is being recruited,
selected and trained before
putting onboard.

1/15/2010
 PREFACE

By the grace of Almighty Allah, we are able to complete this project. The main aim of making
this project was to get familiar with the behavior of sales force towards its customers and to
identify the recruitment and selection criteria of that force.

We are very thankful to the teacher of our subject Mr. Hamid Nawaz who appreciated our
efforts. We acknowledge with deep gratitude the in valuable help extended to us by our
respected teacher. Our thanks are also with the members of Toyota Islamabad Motors and
Mitsubishi Islamabad Motors who supports us in accomplishment of this project. And finally we
dedicate this project to our upcoming newcomers in Universities.
 Introduction of Organizations
The project is about the “Behavior of sales force towards customers, also the recruitment and
selection”

Toyota Islamabad Motor

We Work Passionately as a team Employing latest Technology to Delight and Satisfy our
Customer with Best possible after sales services.

Our aim is to reach for the sky through sincerity. We believe in human potential providing
opportunities to our staff for personal and professional skill enhancement.

Mitsubishi Islamabad Motor

DMMC Dewan Mushtaq Motor Company is the Sole Distributor and Progressive Manufacturer
of Mitsubishi Passenger Cars and Light Commercial Vehicles in Pakistan.

DMMC is committed to providing Sales, Service and Spare Parts under one roof to the past,
present and future customers of Mitsubishi Motors, and for this reason DMMC has established
3S dealerships across Pakistan.

DMMC’s active aspirations & ongoing activities in a snapshot…

1. To be a leader in delivering commuting solutions to our customers over the long run,
through unparalleled services and support.

2. To build a business based on the solid foundations of trust, reinforced with beams of
faith and crafted with honesty. We strive to deepen and intensify this trust with our
 customers, distributors, employees and the society, thru exclusive services and
transparent ethical business activities.

3. To help our customers scale new heights by broadening choices for them by harvesting
top-quality and elite products.

4. To make a lasting difference in the lives of people we serve and the people with whom
we do business.

5. To provide a rewarding and enjoyable work environment for our employees since we
breed a spirited workforce that generates innovative ideas for our customers and
distributors, in order to provide them supreme services.

6. To take fruitful steps in supporting the society where we live, as a responsible company
and as responsible individuals.

7. To ensure sustainable growth of the company for the benefits of our stakeholders.

Mitsubishi Islamabad Motor

Organization Chart
 Toyota Islamabad Motor

Organization Chart

Sales force details

In Toyota Islamabad Motor there are about 15-17 people are working under management
and 30-40 working staff, out of those 4-5 people are working under sales management.

In Mitsubishi Islamabad Motor there are about 7-9 people are working under
management and sales of the Mitsubishi Islamabad motor, about 17-20 people are working at
Mitsubishi service center in I-9.

Behavior of sales force

Behavior of sales force plays an important role to end up a sale and to retain a customer, while
visiting Toyota Islamabad motor and Mitsubishi Islamabad motor there are certain findings, they
are as follows:

At Toyota Islamabad Motors, It was observed that the overall behavior of the sales
executive was good.

• Reception at the door of showroom

• Personal Introduction
 • A general detail of the new arrived car “AVENZA” (not much well versed with
technical specification)
○ Brouchers provided for the convenience of customer.
○ Referred us to manager customer relations “Syed Tahir Hussain”
• Customer relations officer provide the detail information about the queries.
• End up the sales without taking order.

At Mitsubishi Islamabad Motors, we have found that behavior of the Manager

Corporate sales was not very corporative.

• Only one person was available in the whole display center

• Reception at the door of showroom was not good
• No Personal Introduction, “Tahir Hassan queshi”
• Provided a general detail of the car “LANCER” (not much well versed with
technical specification)
○ Brouchers provided for the convenience of customer
○ Tried to avoid the audience as he is more satisfied with the armed force
orders (i.e. order of 400-500 carry cars)
• End up the sales without taking order and without recommendation or suggestion

Selling process

Toyota Islamabad Motors

Toyota Islamabad Motor uses selling process which passes through certain level to transfer the
car delivery to the owner. It includes the following:

Collection of documents from the customer:

 – Make pay order / Demand draft for the price of the vehicle the person are booking in the
name of “Indus motor company LTD, a/c Customer Name”
– Bring copy of NIC
– Bring copy of your NTN Certificate

Sending documents to Indus Motors Karachi

Receiving delivery of car

Call up the client for delivery of vehicle.

Mitsubishi Islamabad Motor

Mitsubishi Islamabad Motor uses selling process which passes through certain level to transfer
the car delivery to the owner. It includes the following:

Collection of documents from the customer:

– Advance payment in full, by DD in favor of “Dewan Mushtaq Motor Company Pvt Ltd,
a/c Customer Name”
– Freight and transit insurance in full, by P.O. in favor of Mitsubishi Islamabad Motors.
– Bring copy of NIC
– Bring copy of your NTN Certificate

Sending documents to Dewan Mushtaq Motors Karachi

Receiving delivery of car

Call up the client for delivery of vehicle at I-9 office.

Types of customers

Toyota Islamabad Motor

Toyota Islamabad Motors deals in two types of customers that majorly include walk through
customers and corporate customers:
 Corporates customers:

It include following sectors:

• Private Businesses
• NGO’S
• Government institutes
• Armed forces
• Embassies

Walk through Customers:

• Individual
• Domestic

Mitsubishi Islamabad Motor

Mitsubishi Islamabad Motors deals in two types of customers that majorly include walk through
customers and corporate customers:

Corporates customers:

It include following sectors:

• Private Businesses
• NGO’S
• Government institutes
• Armed forces
• Embassies

Walk through Customers:

• Individual
• Domestic

Hiring process
 Toyota Islamabad motor hires the people through a selection process which is designed
by the Toyota Japan Motor LTD, but according to the region and location of the display center
and service center they higher DAE in mechanical and electrical and in management side they
hire MBA with specialized area for the office management and the sales of the showroom.

Recruiting and selection

Toyota Islamabad motor hires the people through internal and external sources,
like for internal selection process they use references and promotions to the
existing employees and for external sources they use the newspaper ads.

Training techniques

For training purposes they use the OJTT (On Job Training Technique). They
have their own institute facility at 2nd floor of the building which is fully equipped
with theoretical material as well as mechanical equipment for hands on
experience.

Job appraisal

Toyota Islamabad Motor appraises the jobs of the employees on the basis of the
experience and target achievement. Office management people get appraisal on
the past performance while sales people get appraised on the achievement of
target allocated to them.

Mitsubishi Islamabad Motor

Mitsubishi Islamabad motor hires the people through a selection process which is designed by
the Ittehad Pvt LTD, they also follow the same strategy of Toyota Islamabad motor to hire DAE
in mechanical and electrical and in management side they hire MBA with specialized area for
the office management and the sales of the display center.

Recruiting and selection

Mitsubishi Islamabad motor hires the people through internal and external
sources, like for internal selection process they use references and promotions to
the existing employees and for external sources they use the newspaper ads.
 Training techniques

For training purposes they use the On Job Training. They have their own facility
at I-9 beside Ittehad steel factory, the building which is fully equipped mechanical
equipment for hands on experience.

Job appraisal

Toyota Islamabad Motor appraises the jobs of the employees on the basis of the
experience and target achievement. Office management people get appraisal on the
past performance while sales people get appraised on the achievement of target
allocated to them.

Conclusion and Recommendation

Overall experience of the visit to Toyota Islamabad Motor is excellent. As a

recommendation we have found they are not following the Loyalty Program from CRM
(Customer Relationship Management) perspective, so we recommend hiring a Manager
for CRM who can manage the churn customers and after sale practices. Sales executive
need more job stress and work stress training as to handle a weird client.

Personal Experience

During the visit to Toyota Islamabad Motors we have found these experiences:

1. Good communication
2. Knowledge about their product
3. Expert in technical services
4. Complaint handling was very good.
5. Place and location of the display center is convenient to Islamabad and
Rawalpindi customers.
6. Placing of cars in the showroom is very attractive

Overall experience at the visit of Mitsubishi Islamabad Motor is bad. We

have found that customer relation is very bad, they don’t care about the customer if he
needs the information or the car from them, it’s the customer who struggle for his
purpose. They are not following the CRM (Customer Relationship Management)
perspective at all, so we recommend that they should hire a Manager for CRM who can
manage the churn customers and after sale practices. Sales executive need to be
trained at all levels.

Personal Experience

During the visit to Mitsubishi Islamabad Motors we have found these experiences:

1. Bad communication
2. Low knowledge about their product
3. Average Expertise in technical services
4. Complaint handling is not up to mark
5. Place and location of the display center is convenient to Islamabad and
Rawalpindi customers
6. Placing of cars in the showroom is like less attractive i.e. putting frames in a row.
 Bibliography

Wesites:

http://www.toyotaislamabad.com

http://www.dewan-mushtaq.com

http://en.wikipedia.org/wiki/Dewan_Farooque_Motors