Customer Connect

1. Inorder to strengthen the relation with the dealer,we must make sure that the pending orders
reach them on time - in case of Gupta Hardware, Shankar Glass plywood and Ashish Enterprise

2. Shankar Glass plywood - there are sites where the carpenters are not aware about the fittings.
Meeting can be held to train the carpenters and make them sure that they are aware about all
fittings.

3. Best performing dealer can be motivated by Rewards, Recognition and Remuneration. Any
dealer who has been loyal and performing well can for months can be awarded for 3

month, 6 month or yearly relation.

4. In case of Mahesh hardware,if the dealer is selling the product in less price, we must come to
know what challenges he is facing. There is internal competition within the brand which should be
known and the monetary problem should be resolved.

5. For National hardware, visiting the end customer is necessary. If the stock is not liquidating,
visiting the end customer becomes important. It will help in promotion and purchasing of the
product.

6. Having 3 E's - Empathy, Energy and Effectivesness. In case of dealers like Rupam steel or any
other dealer, we should be more and more empathetic towards the dealer and its issues. They will
tell their problems to us. The channel dealer will remain motivated if we are able to resolve their
issues. If they invest their money with Hettich, one needs to be empathetic towards the dealers.
Once thhe problem get caught, one should be energetic enough to solve the issue and there must
be Effectiveness in the action so that it can be done timely and suitable repsonse should be sent to
the dealer.

7. Make them feel special - Any trader or dealer, wants him to be felt special. We should be aware
that when he started his business, his birthday, his work anniversary, festival offers should be
provided. It helps in increasing the rapport building with the dealer and also in making a strong
relation with the dealer.

8. Avoiding Overcommitment and under-commitment : Any dealer who is promised more than
what we can deliver and not promised at all is a bad situation in both the cases. We should be
aware what we are promising and delivering the promise it on time whether it be any to
distributor, dealer or even the end consumer.
9. Smoothening the channel operations and offering best price: Improper operations is one of the
factor which can lead to demotivated dealer. We must make sure that deliveries are reaching
proper on time. One of the important factor to build connection is making timely deliveries. Once
the deliveries start happening on time, we must make sure that the dealers are able to liquidate
the inventory and they are getting best price on it.

10. Availability: Constant support and availability is an example of active support. Dealers must be
provided with promotional items on time, timely financial support and timely availability as per
the needs. We must keep a check on the productivity of the deaer by regular visit. If not physcially,
then on phone call so that they are sure that the team is always ready for any kind of support they
need.