AAC NISSAN CUSTOMER WAY MANINDER

The Nissan Customer Way is?

• About putting the Customer at the centre of everything we do

• A new short-term promotion to enhance Customer retention

• About delivering excitement and innovation to each and every Customer

• A new marketing strategy at Nissan

A Nissan Customer Way mindset encourages us to ask:

• Have I completed every task for the day on time?

• A. Is there a way I can get through the list of things I need to do more efficiently?

• A. What else can we do to delight the Customer?

• A. Do I understand how to demonstrate my knowledge and expertise to my Customers?

Nissan Customer Way comprises the following 5 characters:

• Power, Openness, Walk the Gemba, Everlasting, Respectful

• Passionate, Openness, Walk the Gemba, Everlasting, Respectful

• Passionate, Openness, Walk the Gemba, Exciting, Respectful

• Passionate, Openness, Walk, Everlasting, Respectful

Which of the following best demonstrates the Nissan Customer Way character ‘Passionate’:

• Doing everything with high energy and commitment, and with genuine enthusiasm and passion that reflects the efforts of others that have worked hard with the Nissan brand and our Customers

• Making a Customer a coffee

• Using the Customer’s name when chatting to them

• Being passionate about personal grooming so that

  I always present myself well

Which of the following best demonstrates the Nissan Customer Way character ‘Openness:

• Willingly listening, proactively seeking feedback and welcoming our Customers’ voices so that we do our best to understand their needs and deliver what is right for them

• Being open in the way I communicate, making sure I word things that I say carefully to ensure that I am understood

• Only ever asking open questions and avoiding the use of closed questions

• Reacting according to the Customer’s needs to deliver the best solution

Which of the following best demonstrates the Nissan Customer Way character ‘Walk the Gemba’:

• Do your best to quickly form a conclusion and provide a detailed explanation when you can tell the Customer has a problem, so that you can deal with it quickly for them

• Be curious and look for yourself, go to the heart of the problem, be with your Customer and look within the Gemba to really see and hear so you can find ideas for solutions

• Offering solutions for Customers based on typical Customer expectations

• Focusing on the task to ensure it is done properly and to a high standard

The spirit of Nissan Customer Way is Customer driven Power, this means

• The focus is the Customer

• Our driving force is exceeding expectations

• The measurement of success is Customer recommendation

• All of the above

Which of the following best demonstrates the Nissan Customer Way character ‘Respectful’:

• To provide innovation and value to all of our Customers by showing them how all of the latest technology works and demonstrating how much we know about it

• We should always put Customers first, which means not only respecting Customers but also each other and everyone we deal with so that all of our relationships are based on transparency, honest and respect

• Being cautious when sharing ideas so that we take great care not to disrespect the ideas of others, it is better to respect other ideas first and foremost

• Making sure that completing all tasks is the number one priority, efficiency should be the main goal each and every time

An example of the Nissan Customer Way character ‘Everlasting’ is:

• Walking around the Showroom or Service Centre twice a day to make sure things are straight and tidy, this includes always ensuring that rubbish is disposed of in an environmental and everlasting way

• Following a formal needs assessment process for all Customer interactions so they will feel that the needs assessment is an everlasting part of the Nissan experience

• Continuously delivering the same high standard in a very consistent way, and consistently delivering on expectations and looking after the needs of our Customers so they will always have good service

• All of above

The Nissan Customer Way will be the foundation of everything we do, and the Nissan Customer Way should be applied to all work by:

• Front line staff in all Dealerships, except for Service Technicians

• Management only, it is the responsibility of Management to ensure a Customer centric mindset

• Administrative staff only, as administrative staff provide all of the foundation services for Nissan employees

• Throughout all of Nissan, including Dealers, National Sales Companies (NSCs), Regional Headquarters (RHQ) and Global Headquarters (GHQ)