NEW CDI CATi QUESTIONNAIRE
Key KPI
Welcome &
Showroom
Experience
Sales
Representative
Paperwork & Deal
Delivery
Experience
CATi QUESTIONNAIRE
Let’s talk about your vehicle purchase experience at Maruti Suzuki Dealership from where you have purchased y
Keeping in mind your interactions & experience at the dealership, how would you rate overall performance of dealership?
Basis your purchase experience, how would you prefer our dealership over other dealerships?
(Don’t ask if customer never visited showroom.) Now I shall ask about your experience regarding your first visit to the dealership. Plea
Parking facility or Valet assistance at the dealership
Welcoming and Greeting upon entry
Time taken to greet you upon entry
Quality of Beverages
Overall showroom ambience (Cleanliness, Comfort etc.)
Now I shall be asking you about the sales representative who dealt with you at the Dealership. Please rate each
Attentiveness of the Sales representative towards you
Courteousness of sales representative
Information provided about car design, technology, features and advantages
Responsiveness & Ability of sales representative to answer all sales related queries
Ability of the sales representative to stick to commitments
Timely updates on booking, documentation and delivery status
Availability of the sales representative, whenever you needed
Availability of senior person from the dealership, if required
P1. Did you avail financing facility for your vehicle from dealership? (MUST BE ASKED)
Now l shall be asking you about the paperwork & deal process that you experienced at the dealership. Please rat
(DO NOT ASK THIS QUESTION IF P1 IS MARKED - NO.) Explanation of finance process and EMI payable
Transparent and detailed explanation of final price breakup, offers/schemes and terms & conditions applicable
Explanation of Products like Accessories, Maruti Insurance, Maruti Suzuki Rewards and Extended Warranty
Now I shall ask about your experience regarding the delivery of your vehicle. Please rate each statement
Overall Delivery experience
Completion of paperwork in advance for hassle free delivery
Delivery of the vehicle at the promised date/time
Condition of your vehicle in terms of cleanliness, being free from scratches and sanitized
Proper explanation of documents like invoice, service booklet, insurance and warranty at the time of vehicle delivery
Ease of making payment
Preparedness & enthusiasm of Sales Representative at delivery
Explanation of process and timelines required for registration
Customer 1 Customer 2 Customer 3
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90.76 90.49 107.88
