Nexa project priyesh gaurav

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A.N. COLLEGE, PATNA
ABrief Studyof
Sales & Marketing in Maruti Suzuki NEXA
With Special refrenceto
Maruti Suzuki NEXA REESHAVPvt.Ltd. At Patna
PROJECT REPORT
Submitted to
Faculty, Management
A. N.COLLEGE,PATNA
In the partial fulfillment of the requirement for
The degree of
BACHELOR OF BUSINESS MANAGEMENT
Session : 2015 – 2018
Under the Guidance of Submitted by
Prof. Shailendra kumar, Priyesh Gaurav
Faculty, management Roll No. : 117
A. N. College, Patna B.B.M. (Marketing sales)
ROLL NO =
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PREFACE
Marketing plays pivotal role in today’s business scenario in consumer product when there is such a high competition in
the market.
The emphasis in the project is providing the study and an insight into Indian FMCG Business Scenario. The summer
project is designed to provide participation of B.B.M me as on the job experience. They are given a chance to try and
apply the academic knowledge and gain insight into corporate culture. The helps in developing decision-making abilities
and emphasizes on active participation by the student.
We undertook our Project in NEXA Patliputra Reeshav Automobiles Pvt. Ltd. At Patna, a leading Bottler and Marketing
partner of the NEXA during the training, we had worked on the project “Sales & Marketing in Maruti Suzuki NEXA ”
We gained valuable experience & knowledge during the survey. The project consists of our findings after data analysis
& then SWOT analysis & conclusions were drawn and finally recommendations were put forward.
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ACKNOWLEDGEMENT
The project would never have been a without the encouragement, guidance and motivations of the mainly selfless
souls. There are also some persons to whom I am and will always be grateful to.
First of all I would like to thank almighty God who has given me the opportunity to express my sincere gratitude to the
Teachers, Guide, family members and other important persons who have guided and inspired me in completing in
project report particularly and my B.B.M course as a whole.
Secondly, I would like to express my thanks and due gratitude to my Guide Prof Shailendra kumar (Faculty,
management) A. N. College, Patna for his king initiative, guidance and valuable suggestions to prepare the Project
Report.
I also expressed my profound sense of gratitude to Gulshan Ara (HR-Manager) of NEXA Patliputra Reeshav Automobiles
Pvt. Ltd., who provides me all the necessary and relevant information’s, full co-operation valuable support and
guidance.
My last but not the least thanks goes to my friends and everyone who directly help me to complete this report.
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INTRODUCTION
 Sales Promotion is one of the seven aspects of the promotional mix. (The other six parts of the promotional
mix are advertising, personal selling, direct marketing, publicity/public relation, corporate image and
exhibitions.)Media and non-media marketing communication are employed for a pre-determined, limited time
to increase consumer demand, stimulate market demand or improve product availability. Examples include
contests, coupons, freebies, loss leaders, point of purchase displays, premiums, prizes, product samples, and
rebates.
 Sales promotions can be directed at either the customer, sales staff, or distribution channel members (such as
retailers).
 Sales promotions targeted at the consumer are called
 Consumer sales promotions. Sales promotions targeted at retailers and wholesale are called
 Trade sales promotions. Some sale promotions, particularly ones with unusual methods, are considered
gimmicks by many.
 Sales promotion includes several communications activities that attempt to provide added value or incentives
to consumers, wholesalers, retailers, or other organizational customers to stimulate immediate sales. These
efforts can attempt to stimulate product interest, trial, or purchase. Examples of devices used in sales
promotion include coupons, samples, premiums, point-of-purchase (POP) displays, contests, rebates, and
sweepstakes.
 This project report is a detailed and comprehensive report based on a systematic process carried out on
designing, collection, interpretation and reporting of information to help marketers solve specific sales and
marketing related problems or take advantage of immerging opportunity in immerging market. These specific
information collected during the survey address a key marketing issue. [2]
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 Objective
The purpose of this project study is to include managerial decision making related to identification and solution of
problem and opportunities in sales and marketing which intern helps to generate, monitor, refine, upgrade, and
evaluate, sales and marketing performance. It also helps to improve the understanding of sales and promotion as a
process.
It manages and implements data collection process, analysis, and validates results, then communicate these findings
and implication to the higher management.
This project study also helps to identify and explore consumer behaviour pattern, their attitude, believes, opinion and
preferences. It helps company to stay in touch with consumer changing attitude and purchase behaviour.
The project study findings help management in devising and determining the feasibility of marketing strategy to match
the target audience.
To have an overview about Maruti Suzuki NEXA four-Wheelers.
To study the consumer perception about the maruti Suzuki nexa four-Wheelers.
To suggest few sales promotion techniques to improve the brand awareness amongst consumers.
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 Executive SUMMARY
Maruti Suziki India Limited, formerly known Maruti Udyog Limited, is an automobile manufacturer in India. It is
a 54.2%-owned subsidiary of Japanese automobile and motorcycle manufacturer Suzuki Motor Corporation.
As of January 2017, it had a market share of 51% of the Indian passenger car market. The company is
headquartered at New Delhi. In February 2012, the company sold its 10 millionth vehicle in India.
Maruti was established in February 1981, though the actual production commenced only in 1983. It started with
the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car
available in India. Its only competitors were the Hindustan Ambassador and Premier Padmini. Originally,
74% of the company was owned by the Indian government, and 26% by Suzuki of Japan. As of May 2007, the
government of India sold its complete share to Indian financial institutions and no longer has any stake in Maruti
Udyog.

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 Chronology Under the Maruti name
In 1970, a private limited company named Surya Ram Maruti technical services private limited (MTSPL) was launched
on November 16 1970.The stated purpose of this company was to provide technical know-how for the design,
manufacture and assembly of "a wholly indigenous motor car". In June 1971, a company called Maruti limited was
incorporated under the Companies Act. Maruti Limited went into liquidation in 1977. Maruti Udyog Ltd was
incorporated through the efforts of Dr V. Krishnamurthy.
 Affiliation with Suzuki
In 1982, a license & Joint Venture Agreement (JVA) was signed between Maruti Udyog Ltd. and Suzuki of Japan. At first,
Maruti Suzuki was mainly an importer of cars. In India's closed market, Maruti received the right to import 40,000 fully
built-up Suzukis in the first two years, and even after that the early goal was to use only 33% indigenous parts. This
upset the local manufacturers considerably. There were also some concerns that the Indian market was too small to
absorb the comparatively large production planned by Maruti Suzuki, with the government even considering adjusting
the petrol tax and lowering the excise duty in order to boost sales. Finally, in 1983, the Maruti 800 was released.
This 796 cc hatchback was based on the SS80 Suzuki alto and was India’s first affordable car. Initial product plan was
40% saloons, and 60% Maruti Van. Local production commenced in December 1983. In 1984, the Maruti
Van with the same three-cylinder engine as the 800 was released and the installed capacity of the plant
in Gurgaon reached 40,000 units.
In 1985, the Suzuki SJ410 -based Gypsy, a 970 cc 4WD off-road vehicle, was launched. In 1986, the original 800 was
replaced by an all-new model of the 796 cc hatchback Suzuki Alto and the 100,000th vehicle was produced by the
company. In 1987, the company started exporting to the West, when a lot of 500 cars were sent to Hungary. By 1988,
the capacity of the Gurgaon plant was increased to 100,000 units per annum.
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Automobile sector before Maruti Suzuki
 First car ran on Indian road in 1897.
 Only three national passenger car manufacturers Premier, Hindustan motors, and Mahindra & Mahindra were
present before 1981 with limited products.
 Negligible sales and service centers.
 No process or focus on customer satisfaction.
 No standard air conditioner or power steering.
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 After MUL incorporated in INDIA.
 Maruti udyoglimitedwasestablishedin1981.
 First peoples car Maruti 800 was launched in 1983.
 First export of automobiles started through MUL in 1987.
 Maruti reached 1 lakh sales in 1986.
 Fuel efficient and technologically advanced vehicles were launched.
Delhi based Harpal Singh, an Air India official, was the first customer. He went on to become something of a celebrity
later. And in 1984, when Bhargava visited Kolkata, the journalists told him that the only car to have made it to the
airport was the Maruti 800. He and his car had been redeemed.
The key is given by previous Prime minister of India INDIRA GAND.
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 Present Scenario
 Indian Auto industry is the 5th largest automobile market in the world.
 Accounts for 49% of the country’s manufacturing gross domestic product (GDP), and 7.1% of the country’s
overall GDP (in FY 15-16)
 High service penetration –Service at door step facility.
 More than 27 lakh passenger vehicles (cars and utility vehicles) sold in FY 2014-15 alone.
 There are a total of 21 passenger car passenger manufactures in india. Some of the key players are Maruti
Suzuki, Hyundai Motors, Tata Motors, Mahindra & Mahindra,Honda.
BALENO
 Outlook of auto industry.
 Young population-growing mobility needs.
 Largest two wheeler market in the world –lot of upgrades.
 Six Million -plus vehicles to be sold annually ,by 2020.
 Expected to be 3rd largest automobile market in the world by 2030.
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 COMPANY PROFILE
 “NEXA”- They say that 'Rome was not built in a day,' and quite rightly so. To build something endurable, one
has to invest considerable amount of time, thought and money. A similar story went into the making
of Maruti Suzuki Nexa, the brand's premium dealership in India.
Maruti Suzuki is the most loved car brand of India for its great value, fuel efficiency and huge service network.
As per reports, the brand controls over 45% of the Indian car market with its small cars. Some of its popular
products involve Maruti 800, Zen, Swift, Dzire, Alto and Van (Omni).
However, over the years, the brand has not been able to foray into the premium car segment despite
repeated attempts with products such as Kizashi and Vitara.
Some of the reasons for this failure are attributed to reasons like Maruti Suizuki being known as affordable,
fuel efficient and great value providing car brand. Secondly, it has not been positioned as high-end brand, and
hence so people ask - Why should I pay such a high price for a Maruti Car?
However, lately, Maruti Suzuki has returned with a fresh attempt to enter the high-end car segment with the
launch of first of its kind premium retail network - Nexa. In recent times, Nexa is one of the biggest bets from
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 What is Nexa?
Nexa is a retail network from Maruti Suzuki that caters the high-end consumers who have gone beyond their
first cars and are now looking for an experience. It offers a high level of sophistication and is based on the
principles of exclusivity, pampering and listening to the consumer.
But creating Nexa was a mammoth task for both the brand and Hakuhodo India team, the agency entrusted
with the responsibility of creating Nexa. On to the drawing board, the agency had to revisit the entire journey
of customer's experience while buying a Maruti.
Elvis Sequeira, COO, Hakuhodo India, shares that they aimed at creating a different mindset and imagery for
Maruti. "Nexa is for a well travelled consumer who is digitally savvy, updated and seeks a world class
experience while buying a car. After research, we found that the Maruti's popular retail channel is not
equipped for it and hence a separate channel was needed," adds Sequeira. S Cross was the first car launched
at Nexa and was followed by Ciaz Hybrid and Baleno Hatchback. Sequeira points that the cars sold from Nexa
will not be sold at the popular Maruti dealerships.
As Maruti Suzuki is a pan India brand, Nexa needed to have a similar presence. The thought posed several
questions for the stakeholders as Nexa wasn't meant cannibalize Maruti's existing small car market and it
shouldn't disturb the dealer-brand relationship.
Sequeira pointed that Nexa's idea got a great response from both brand and agency. "We had to get it
completely right because if we did not, then it would have hampered the brand's image, which it had created
after years of great services," shared Sequeira.
"The biggest problem in designing Nexa was that it could not just be better than an existing model. It had to
be completely different, something that was never thought and done before," elucidated Sequeira.
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The Hospitality Factor
After a research, it was established that consumers (while buying cars) missed on hospitality. Hence, the concept
of Nexa was derived from the hospitality, banking and aviation industries, which knew well about one-on-one
interaction with the consumers. "For Nexa, we roped in people from banking, aviation and hotel industries as they
knew hospitality nuances. Later, we trained them in selling cars," shared Sequeira.
With product at the center and hospitality surrounding it, the designing teams were clear that the Nexa representatives
will have to partner consumer throughout the lifetime of the car. "Consumer should know his relationship manager and
vice versa," shared Sequeira.
The design team thought of consumer from the time he thinks of the car, visits the facility and purchases it. Hakuhodo
India focused on 19 different aspects in this journey.
Nexa from Inside
It begins with the Valet Parking offered to every visitor. "Consumer mostly visits a car showroom with his family. While
the entire family gets down, one of them is left to drive and park the car in the usual scenario. At Nexa, we save this
trouble," shared Sequeira.
The agency trained people on how to greet consumers when they enter. It designed the area where they will sit, how
they will see the car and what drink will be served, how the relationship manager will begin the discussion, and a
private space to discuss the financial things.
"In our research, we found that the to and fro movement of the backend staff clutters the showroom, so we kept them
away at Nexa. We designed the dresses of the staff at Nexa according to the ranks. While the theme of the dress was
same, but there was a slight difference in the shades. At Nexa, no staff is allowed to be in casual. We had to manage the
supply of cloth and design. It was a difficult task," shared Sequeira.
Interestingly, unlike the other popular showrooms, the design team decided to keep only one car per model. "We
designed the technology to show the consumer on how different color looks on the car," shared Sequeira.
While technology was at the centre in designing Nexa, the design teams worked towards a paperless outlet. The idea
was to provide information around the market and the car on digital platform.
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A Hakuhodo team from Japan helped in setting the lighting in the showrooms right. Instead of using the flat light, they
focused the spotlight on the car using professional light to give a majestic look to the car.
In usual situations, the car is delivered outside the showroom but at Nexa the design teams in association with
Japanese Hakuhodo team, decided to do it inside the showroom as they wanted other customers to get the feel of it.
"Some of the points that were discussed and raised while designing the delivery were about emissions, space, oil stains,
health effect on the staff and heat measure. We installed filters that sucked Carbon Monoxide, managed the cooling
systems and employed other measures to ensure that the car could be delivered inside Nexa," shared Sequeira.
The teams also designed a protocol to escort a consumer with least inconvenience to the nearest Nexa if he lands up in
a popular Maruti dealership for purchasing a car that was sold at Nexa.
And finally, the theme of the outlet was kept black and white prestige monochrome. The idea was that the only spot of
colour in the showroom should be the vehicles displayed in its full glory.
Overall, the Nexa experience has been designed to be less intrusive, less red-tape, less paperwork than what is
absolutely mandatory. It has been designed to answer customer's questions and not push information through. "We
understand our customers want a seamless experience across web, call centre, showroom and service centre. He wants
to be able to define how, when and where he interacts with NEXA. He is slowly rejecting a colourful 24 pager for an e-
brochure and is very protective of how much information he wants to share with a brand. Today, a customer asks, 'why
do you want to know my address and full history when I have come just for an enquiry?'" shares Sequeira.
The first Nexa prototype was created in Delhi and the brand was very careful about not revealing on it before the
launch.
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Our Leadership
MR. R. C. BHARGAVA
Chairman
 Date of Birth : 30th July 1934
Education:
 Indian Administrative Services (1st in batch)
 Master of Sciences in Mathematics from Allahabad University
 Master of Arts in Developmental Economics from Williams College, Williams Town, MA, USA
Professional Experience:
 2007 till date: Chairman, Maruti Suzuki India Limited (MSIL), (Formerly Maruti Udyog Limited)
 2003 : Director, Maruti Udyog Limited
 1998 : President and CEO of RCB Consulting Private Limited, a management and human resource consultancy
outfit with various domestic and international clients
 1990-92: Chairman & Managing Director, Maruti Udyog Limited
 1985-90, 92-97 Managing Director, Maruti Udyog Limited
 1984-85 : Joint Managing Director Maruti Udyog Limited

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 1981-83 : Director (Marketing), Maruti Udyog Limited
 1979-81 : Director (Commercial), Bharat Heavy Electricals Limited
 1977-78 : Joint Secretary, Cabinet Secretariat, Government of India
 1974-77 : Joint Secretary of Government of India, Ministry of Energy
Other Board Membership:
 Dabur India Limited
 Global Education Management Systems Private Limited
 Grasim Industries Limited
 IL&FS Limited
 Optimus Global Services Limited
 Polaris Software Lab Limited
 RCB Consulting Private Limited
 Taj Asia Limited
 Thomson Press Limited
 Ultra Tech Cement Company Limited

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Mr. Kenichi Ayukawa
Managing Director & CEO
 A Law graduate from Osaka University, Japan, Mr. Ayukawa joined Suzuki Motor Corporation in 1980.
 Born in 1955, Mr. Ayukawa has handled several key assignments at Suzuki Motor Corporation, Japan and in the
Group's overseas operations.
 Mr. Ayukawa served as Managing Director of Pak Suzuki Motor Company from May 2004 to June 2008.
 He served as Director on the Board of Maruti Suzuki India Limited from July 2008 to March 2013.
 Before taking charge as the Managing Director at Maruti Suzuki India Limited he served as Managing Executive
Officer and Executive General Manager, Global Marketing at Suzuki Motor Corporation, Japan.
Mr. Toshiaki Hasuike
Director
 A graduate in Mechanical Studies from Faculty of Engineering, MEIJI University, Japan, Mr. Hasuike started his
career with Suzuki Motor Corporation in 1980.
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 At Suzuki Motor Corporation, he has handled several key assignments in automobile engineering, Design,
Product Planning and Quality. Besides his specialisation in body design area, he led new model development
projects as Chief Engineer.
 Before joining Maruti Suzuki, Mr. Hasuike worked as Managing Officer & Deputy Executive General Manager in
SMC Engineering.
 He brings with him a vast experience of over 32 years in automobile design and engineering.
Mr. Osamu Suzuki
Director
 Date of Birth: 30th January 1930
Education:
 Graduate from the faculty of Law, Chuo University
 2002 till date: Director, Maruti Suzuki India Limited (Formerly Maruti Udyog Limited)
 2000: Chairman & CEO, Suzuki Motor Corporation
 1978: President & CEO, Suzuki Motor Corporation
 1973: Senior Managing Director, Suzuki Motor Corporation
 1967: Managing Director, Suzuki Motor Corporation
 1966: Director and General Manager, Suzuki Motor Corporation
 1963: Director, Suzuki Motor Corporation
 1958: Joined Suzuki Motor Company Limited

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 Suzuki Motor Corporation
 Suzuki Powertrain India Limited
Mr. D. S. Brar
Director
 Date of Birth: 21st August 1952
Education:
 1972: Bachelor in Engineering (Electrical) from Thapar Institute of Engineering & Technology, Patiala
 1974: M.B.A from Faculty of Management Studies, University of Delhi
 2006 till date: Independent Director, Maruti Suzuki India Limited (MSIL)
 2004: Chairman, Davix Management Services Private Limited
 2004: Chairman, GVK Biosciences Private Limited
 1977-2004: Held various positions such as Chief Executive Officer and Managing Director, President / Senior Vice
President, General Manager and Business Development Manager at Ranbaxy Laboratories Limited
Current Board Memberships/Advisory positions held:
 Adamas Pharmaceuticals Inc
 Codexis Inc
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 Davix Management Services Private Limited
 GVK Biosciences Private Limited
 Indian Institute of Management (IIM), Lucknow
 Inogent Laboratories Private Limited
 Moksha8
 MphasiS Limited
 Member of the National Council of the Confederation of Indian Industry (CII)
 Member of CII's Indian MNCs Council
 Served as Director of Reserve Bank of India (RBI)
 Served as Member of the Inspection and Audit Sub-Committee of the Central Board of Directors of the RBI
 Served as Member of Prime Minister's Task Force on pharmaceuticals and knowledge-based industries
 Served as Member on the Board of National Institute of Pharmaceutical Education and Research (NIPER)
 Served as member of the Executive Committee of Federation of Indian Chambers of Commerce and Industry
(FICCI)
 Honoured with Dean's Medal from the Tufts University School of Medicine for service and contribution to the
pharmaceutical industry
Mr. Toshihiro Suzuki
Director
 Date of Birth : 1st March 1959

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Education:
 Graduated from Graduate School of Science and Technology, Tokyo University of Science
 2016 : Representative Director & President (CEO & COO)
 2015 : Representative Director & President (COO)
 2013 : Director, Maruti Suzuki India Limited (Formerly Maruti Udyog Limited)
 2011 : Representative Director and Executive Vice President, Suzuki Motor Corporation
 2006 : Director and Senior Managing Officer, Suzuki Motor Corporation
 2003 : Director, Suzuki Motor Corporatio
 1994 : Joined Suzuki Motor Corporation
Mr. Kazuhiko Ayabe
 Director
 Education:
 1980 : Graduated from Dept. of Mechanical Engineering, College of Sophia University
 1980: Joined Suzuki Motor Corp
 2009 till date: Executive Officer (Supply Chain), Maruti Suzuki India Limited (MSIL)

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Mr. Shigetoshi Torii
Director (Production)
Education:
 Mar. 1984 : Graduated from Department of Mechanical Engineering, school of Engineering Science of Osaka
University.
 July. 2014: Appointed as Director (Production) of MSIL.
 May. 2014: Appointed as EO (Prod) and concurrently holding Plant Manager, Manesar.
 Feb. 2012: Posted in Maruti Suzuki India Ltd as Plant Manager, Manesar.
 Jan. 2011: Transferred to Sagara Plant.
 May. 2008: Appointed as Department General Manager.
 Apr. 2008: Transferred to Production Engineering dept of Suzuki Motor Corporation.
 Oct. 2004: Appointed as Senior Manager.
 Apr. 2002: Transferred to Hamamatsu Pipe co. ltd, a subsidiary company of Suzuki Motor Corporation as
Managing Director.
 Dec. 2001: Appointed as Manager.
 Apr. 2001: Transferred to Kosai plant.
 Oct. 2000: Appointed as Associate Manager.
 Oct. 1996: Transferred to Welding Group, Production Engineering Dept., Suzuki Motor Corporation.
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 Dec. 1995: Appointed as Assistant Manager.
 Feb. 1995: Transferred to Mutsumi Industry Co., Ltd.
 Apr. 1984: Joined Suzuki Motor Corporation. Assigned to Welding Group, Production Engineering Dept.
Mr. Kinji Saito
Director
Education:
 Graduated from the Faculty of Economics, Hiroshima University
 2012 till date: Deputy Executive General Manager, Global Automobile Marketing, Suzuki Motor Corporation
 2011: Department General Manager, Asia Automobile Marketing Dept (Asia, Middle East and Africa), Global
Marketing, Suzuki Motor Corp
 2008: President, American Suzuki Motor Corporation
 2006: Department General Manager, Asia Automobile Marketing Dept (Asia, Middle East and Africa), Global
Marketing, Suzuki Motor Corp
 2002: Director Marketing & Sales, Maruti Suzuki India Limited
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 1981: Joined Suzuki Motor Corp
Ms. Pallavi Shroff
Director
 Date of Birth: 22nd April 1956
Education:
 1976: B.A. (Economics Hons.) from Lady Shri Ram College, Delhi University
 1978: M.M.S. Jamnalal Bajaj Institute of Management Studies, Bombay University
 1981: LL.B Govt. Law College, Bombay University
 2005 till date: Independent Director, Maruti Suzuki India Limited (Formerly Maruti Udyog Limited)
 Year to date: She is the lead litigation partner at Amarchand & Mangaldas & Suresh A. Shroff & Co., Advocates &
Solicitors, New Delhi
 Closely involved with some of the largest and most challenging corporate, commercial & infrastructure litigation
and arbitration in India and has played a pivotal role in telecom, energy, natural resources and transportation
related dispute resolution
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 She has successfully represented International giants like GE, Coca-Cola, Nestle, Indian Oil Corporation,
Videocon, ICICI Bank, Tatas, Apollo Tyres etc. and in various domestic disputes and domestic international
arbitrations
 As a member of several high-powered committees appointed by the Government of India, she has been
associated closely with several important commercial statutes
 Her areas of expertise include Corporate and commercial litigation, power and telecom litigation, anti-dumping,
international and domestic arbitration, competition and anti trust, Company and commercial law, intellectual
property
 Abhishek Industries Limited
 BAG Films Limited
 IndusInd Bank Limited
 Juniper Hotels Private Limited
 Kotak Mahindra Old Mutual Life Insurance Limited
Mr. R.P. Singh
Director
 Date of Birth: October, 1951
Education:
 1973: Post Graduate in Mathematics from Advanced Centre for Pure Mathematics, Punjab University
 2013: Director, Maruti Suzuki India Limited
 2005: Chairman, Punjab & Sind Bank

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 1976: Indian Administrative Services
 2012: Chairman National Highway Authority of India (NHAI)
OUR POLICIES
 Quality policy:
Consumer satisfaction through continuous improvement of our products and services by following PDCA in all
functions and levels of our organization
 Environmental policies:
In order to pass on to the next generation a clean environment and a bountiful society, we realize that the
actions of each and every one of us have a great effect on our earth's future, so we must make every effort to
preserve our environment and as such Maruti Suzuki India Limited, manufacturer of passenger cars and utility
vehicles at its plants in Gurgaon & Manesar and R & D Centre in Rohtak is committed to:
 Protection of environment including prevention of pollution, sustainable use of natural resources and
climate change mitigation from our activities, products and services.
 Maintain and continually improve Environmental Management System to enhance environmental
performance.
 Strictly observe environmental laws and also follow our own standards.
 Working collaboratively with our customers, suppliers and the surrounding community for environmental
issues.
We will work to achieve these commitments by:
 Continual improvement of the environmental performance of activities, services and products to prevent
pollution.
 Continual reduction in the use of raw materials, consumables and water by practicing 3R to ensure
sustainable use of natural resources.
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 Continual reduction in the use of energy to mitigate climate change.
 Promote environmental communication, awareness and specific environmental training where ever
appropriate to all persons working under MSIL control
 Occupational Health and Safety policy:
At Maruti Suzuki, we are committed to ensure a safe and a healthy working environment for all MSIL
employees, visitors, contractors, vendors and persons present by preventing workrelated injuries and illness.
To meet our responsibilities, we shall maintain a safe working environment and have an Occupational Health
and Safety Management System (OHSMS) in place to:
 Manage Risks – We identify all workplace hazards, undertaking assessments, internal and external audits as well
as all the necessary actions to prevent and control injury, ill-health, loss or damage. This is achieved by following
safe work practices in operations as well as during the procurement of a new plant, machinery and equipment.
 Comply with legal and other obligations – – We ensure that business at Maruti Suzuki is managed in
accordance with relevant occupational health and safety legislations, standards and MSIL occupational health
and safety policies and procedures.
 Establish targets and review mechanism - - We manage our obligations using coordinated occupational health
and safety plans for each area and site. We challenge targets to measure progress, leadership support and
review to ensure continual improvement. Our processes aimat eliminating work related illness and injuries to
achieve our goal of Zero Harm. Health & Safety Performance is always one of the parameters of evaluation for
all, even contractors, transporters, suppliers and vendors at Maruti Suzuki.
 Provide appropriate training and information –We provide all the tool to ensure safe performance at work to
all MSIL employees, contractors, their employees, vendors and visitors.
 Ensure meaningful and effective consultation – We involve all employees and interested parties in the matters
that can potentially harm health and safety at the workplace.
 Communicate – We believe in the transparent relations of the MSIL's OHS commitments and performance.

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 Promote a Culture of Safety – We believe that all incidents/injuries are preventable and everyone is responsible
for their own safety as well as that of their processes. All responsibilities have been clearly defined for all
managers, supervisors and personnel. Any unsafe act or condition is highlighted by the observer and a prompt
intervention by the process owner is ensured. Adherence to road safety rules is also demonstrated by all.
 Corporate social responsibility:
POLICY ON CORPORATE SOCIAL RESPONSIBILITY (CSR)
Title and Applicability
 1. Maruti Suzuki India Limited (‘Company’) has developed its Corporate Social Responsibility Policy (‘Policy’) in
accordance with section 135 of the Companies Law 2013 and the rules made there under.
 2. The Policy shall apply to all CSR programmes of the Company.
CSR Approach and Priorities
CSR activities will primarily be in the areas of village development, road safety and skill development.
To create a visible and lasting impact, the Company will focus on a few CSR programmes rather than spread
resources thin over several projects.
The Company will undertake relevant and effective social projects to have a positive and meaningful impact on
the lives of communities around it.
In the area of road safety, while the Company has set up several driving schools in collaboration with its dealers,
their number is far from sufficient considering the needs of society and the low level of consciousness about
road safety in India. The Company will scale up the number of driving training schools, and take other initiatives
to expand quality driving training in the country.
The Company will make efforts to involve State Governments in its road safety efforts for a bigger impact. In line
with this, the Company will identify a Tier 2 city for a comprehensive road safety programme in partnership with
the State Government and municipality. The programme will cover all key areas of road safety, including
effective enforcement of the law. Efforts will be made to persuade State Governments to treat certificates given
by Maruti Driving Schools as sufficient and necessary for driving licenses.
The Company will enhance employability of underprivileged youth by improving the quality of skill training in
Industrial Training Institutes (ITIs) and designing innovative business models that create livelihood for them.
The Company will encourage and recognise its employees for volunteering in the community by serving and
sharing their expertise and skill.
The Company’s CSR projects will be implemented like any other business activity, in a time-bound manner with
clear objectives, plan, targets and robust monitoring and evaluation parameters .
Stakeholder engagement and shared value creation will be the cornerstones of the CSR programmes of the
Company.
Validity of CSR Policy
 The Board may amend the CSR policy as may be required from time to time.
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CSR Programme Areas
The Company will focus primarily on the following programmes:
 Community Development: The Company is committed to improving the well-being of the local community by
implementing social projects in designated villages and local communities.
a) Water and Sanitation: Depending on local needs and in consultation with the community, the Company will
undertake projects to improve availability of clean drinking water, upgrade solid and liquid waste management
facilities, create useful rural assets, and support economically weaker households in construction of domestic
toilets to minimise open defecation.
The Company will supplement these efforts with awareness campaigns and community-led initiatives to manage
these assets and sustain the benefits.
b) Education: In partnership with the local community and the government education department, the
Company will upgrade infrastructure of Government schools and focus on improving the learning level and all-
round development of students and youth in the communities.
The Company will offer scholarships to the meritorious students from underprivileged and economically weaker
communities to help them pursue higher education and job oriented technical and vocational training.
The Company will also offer scholarships to children orphaned as a result of road accidents to support their
education and training.
c) Health: The Company will assess the health care needs of the local community and undertake projects to
provide health care facilities.
 Skill Development:
a) Upgradation of Government Vocational and Technical Training Institutes: The Company will improve quality
of training by upgrading infrastructure, facilitate overall development of students and staff, provide industry
exposure to students and staff and offer industry oriented add-on courses in Government Industrial Training
Institutes (ITIs) to make students industry ready. The Company will also upgrade ITI Teacher’s Training Institute
and Government Polytechnics to provide better skill training for youth.
b) Skill enhancement in automobile trade: The Company will enhance skills of youth studying automobile trade
at Industrial Training Institutes (ITIs) and Polytechnic (government and private) to enhance their employment
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opportunities in automobile service workshops. The project will include upgradation of training facilities,
training of trainers, provision of study material and practical training.
 Road Safety:
a) Driving Training: The Company will scale up the number of Maruti Driving Schools
The focus will also be on training the trainers to achieve higher impact in imparting quality driving training.
The Company will develop a low cost and scalable driving training and entrepreneur development model in
order to create a large pool of professionally trained drivers.
The Company will sponsor driving training of existing and new drivers from underprivileged and economically
weaker sections of society to enhance their employable skills.
The Company will provide refresher training course to commercial vehicle drivers (autorickshaw, truck, bus
drivers etc.) to enhance their driving skills, knowledge of traffic rules and to improve their health and safety.
The Company will especially focus on women and youth in improving their driving skills.
The Company will invest in content development, new methods of driving training, construction and
development of new training facilities, improvement in existing facilities and introduction of new technologies
with an objective of improve the quality of training and reduce training cost.
b) Road Safety Education: The Company will promote road safety among people through print, audio and visual
media. The Company will design and initiate specific road safety awareness programmes for the school children,
women and youth.
CSR Budget
 The Board of Company shall ensure that in each financial year, the Company spends at least 2% of the average
net profit made during the immediate three preceding financial years.
 The unutilized CSR budget from the 2% of the average net profit will be parked in a CSR Fund (Corpus) created
by the Company. This Fund would also include any income arising there from and any surplus arising out of CSR
activities.
 In case of any surplus arising out of CSR projects the same shall not form part of business profits of the
Company.
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 The Company may collaborate or pool resources with other companies (its subsidiary companies) to undertake
CSR activities.
Implementation
The Company’s ongoing CSR projects will be aligned to the Policy. This Policy builds on the learnings and good
practices of the CSR projects initiated by the Company.
The Company will enter into partnerships with the Government, business partners and communities to create
multiplier effect of its social projects.
The Company has set up dedicated teams for implementation of CSR projects. The mode of implementation will
include a combination of direct implementation and implementation through trust/foundation/society/section
8 companies etc. set up by the Company and partners such as NGOs, business partners, registered societies etc.
The Company will select its partners after appropriate due diligence.
The Company will use services of expert agencies, consultancy firms etc. wherever required for carrying out
base line surveys, guidance on project design and implementation, impact assessment surveys etc.
The teams responsible for implementing the various CSR projects are mentioned in the section on the
Governance Structure of the Policy.
The heads of the respective teams managing CSR projects will be authorised to sign Memorandums of
Understanding (MOUs)/Agreements with the implementing partners after taking approvals.
CSR Governance Structure

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Roles and responsibilites
The Board:
The Board of Directors of the Company will be responsibe for:
 Approval of the CSR Policy of the Company.
 Disclosing the content of the Policy in its report and place the Policy on the Company’s website in such a manner
as prescribed under Section 135 of the Companies Act 2013 read with the CSR Rules.
 Ensuring that the social projects included in the Policy are undertaken by the Company.
 Ensuring that the Company spends, in every financial year, atleast 2% of the average net profits of the Company
made during the three immediately preceding financial years in pursuance of the Policy.
 Ensuring that the Company gives preference to the local areas around its operations for spending the amount
earmarked for CSR projects.
 Ensuring that it specifies the reasons in its report for not spending the earmarked amount in case the Company
fails to spend such amount.
CSR Committee:
1. Composition of the the CSR committee: The composition of the CSR Committee of the Board is as under.
S.
No.
Name Designation/Category CSR Committee
1 Mr. R. C. Bhargava Chairman/ Non-executive Chairman
2 Mr. K. Ayukawa
Managing Director &
CEO/Executive
Member
3 Mr. R. P. Singh Independent Director Member
The Board shall have the power to make any change(s) in the constitition of the Committee.
2. Responsibility of the CSR Committee:
 Formulate and recommend the CSR Policy to the Board for approval. The Committee shall indicate the projects
to be undertaken by the Company as specified in Schedule VII.
 Monitor the Policy from time to time and recommend changes to the Board.
 Recommend the amount of expenditure to be incurred on CSR projects.
 Institute a transparent monitoring mechanism for ensuring implementation of the social projects undertaken by
the Company.
CSR Coordinating Team
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1. Composition of the the CSR Coordinating Team: The Company’s existing CSR & Sustainability Department
under Corporate Planning Division will be the CSR Coordinating Team.
2. Responsibility of the CSR Coordinating Team:
 Act as central coordinating point for the CSR implementing departments.
 Coordinate with the implementing departments for project designing in compliance with the section 135 of the
Companies Act and the CSR Rules.
 Plan annual budgets for CSR projects in coordination with the implementing departments and make a proposal
to the CSR Committee.
 Interface with various implementing departments within the Company to ensure effective implementation of
CSR projects.
 Report to the CSR Committee the progress on CSR projects and status of CSR expenditure half yearly.
 Documentation and reporting of all CSR activities of the Company in pursuit of the Companies Act and the CSR
Rules.
Monitoring and Reporting Framework
Project monitoring
The Company will institute a well-defined monitoring and evaluation mechanism to ensure that each social
project has:
1. Clear objectives developed out of the societal needs that are determined through baselines studies and
research.
2. Clear targets, time lines and measureable parameters wherever possible.
3. A progress monitoring and reporting framework that is aligned with the requirements of the section 135 of
the Companies Act and the CSR Rules.
The CSR progress monitoring authorities and the frequency of review is given below.
Sr.
No.
CSR Progress Review and Monitoring
Authority
Frequency of review
1 Board of Directors Half Yearly
2 CSR Committee Half Yearly
3 Management Quarterly

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4 Head Corporate Planning Monthly
Budget monitoring
1. The Company will establish an accounting systemto ensure project wise accounting of CSR spend.
Reporting framework
1. The Company will monitor progress on CSR projects and CSR spend and report to the top management
quarterly and the CSR Committee half yearly.
2. The Company will report CSR performance in its annual report as per the structure and format prescribed in
the notified CSR Rules.
3. The Company will share its CSR performance with its various stakeholders through its annual Sustainability
Report, media, conferences, brochures, short films etc.
 Green Procurement Guidelines:
Maruti Suzuki plays active role in global environmental protection through low carbon society and biodiversity
conservation, going hand-in-hand with our suppliers in order to realize a sustainable development society.
As one of the activities of executing our corporate social responsibility, we are promoting "Green Procurement".
Green Procurement Policy stands for "We Purchase Green Products from Green Suppliers"
 Corporate Gifting Policy:
Gifting is a widespread aspect as a customary practice in the country.
In line with MSIL’s Code of Business Conduct & Ethics & with an aim to stay sensitive to the kind of gifts we accept,
Maruti Suzuki’s Corporate Gifting Policy defines guidelines and acceptable norms for accepting and offering of gifts.
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OUR VISION
To be the leader in the Indian automobile industry, creating customer delight and share holders wealth and to be the
pride of INDIA.
Core values.
 Customer obsession Openness and learning
 Fast,flexible and first mover
 Innovation and creativity
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 Networking and partnership
Industrial relationship..
 Since its founding in 1983, Maruti Udyog Limited has experienced problems with its labour force. The Indian
labour it hired readily accepted Japanese work culture and the modern manufacturing process. In 1997, there
was a change in ownership, and Maruti became predominantly government controlled. Shortly thereafter,
conflict between the United Front Government and Suzuki started. In 2000, a major industrial relations issue
began and employees of Maruti went on an indefinite strike, demanding among other things, major revisions
to their wages, incentives and pensions.
 Employees used slowdown in October 2000, to press a revision to their incentive-linked pay. In parallel, after
elections and a new central government led by NDA alliance, India pursued a disinvestment policy. Along with
many other government owned companies, the new administration proposed to sell part of its stake in Maruti
Suzuki in a public offering. The worker's union opposed this sell-off plan on the grounds that the company will
lose a major business advantage of being subsidised by the Government, and the union has better protection
while the company remains in control of the government.[28][30]
 The standoff between the union and the management continued through 2001. The management refused
union demands citing increased competition and lower margins. The central government privatized Maruti in
2002 and
 Suzuki became the majority owner of Maruti Udyog Limited.

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Current models[edit]
Launched Category Image
Omni 1984 Minivan
Gypsy
King
1985 SUV
WagonR 1999 Hatchback
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Swift 2005 Hatchback
Swift
DZire
2008 Sedan
Eeco 2009 Minivan –
K10 2010 Hatchback
Ertiga 2012 Mini MPV
Alto 800 2012 Hatchback
Celerio 2014 Hatchback
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Ciaz 2014 Sedan
Baleno 2015 Hatchback
S-Cross 2015 Mini SUV
Vitara
Brezza
2016 Mini SUV
Ignis 2017 Hatchback
Baleno
RS
2017 Hatchback
 MSIL’S Dominance
 India’s largest passenger car manufacturers since 1983
 Suzuki’s largest manufacturing facility outside japan.
 Maruti Suzuki has passed a major and unique milestone of 1.5 crore
 units of cumulative products in india in 2015.
 Number one in customer satisfaction index (CSI) study for 16 years in a

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 row.
 4 maruti Suzuki cars among top 5 selling cars in india (alto,dzire,swift,and wagonR,-FY 15-16)
 MSIL’S market share for the FY 15-16 stands at 46.8%.
 Benefits of our Cars

Pioneer in ping fuel efficiency figuresrovid
 Excellent quality and service availability with over 3145* service
network and 820sales centres across India.
Fuel
efficient
Easy to
maintain
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 Unmatchable service and spare part cost, easy on the pocket
 Proven technology and performance.
 Unbeatable value at purchase during ownership and even while selling.
low cost of
ownership
Reliable
HIGH
RESALE
VALUE
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 Transmission Technology
 A transmission is a mechanical device, comprising gears of different ratios and clutch plate, that transmits the
power produced by engine to wheels. In modern day automobiles, a number of transmission types
 Manual Transmission (MT)
 A Manual gearbox is the most basic form of a car transmission. It requires drive’s input to change the gears. Low
maintenance cost and long reliable performance are the known characteristics of a manual transmission.
 Automatic Transmission (AM)
 An automatic transmission shifts gear automatically with the help of a torque converter. They offer better
comfort but due to complicated mechanism the maintenance cost is comparatively high.
 Continuous Variable Transmission (CVT)
 Automatic transmission that can change seamlessly through an indefinite number of effective gear ratios
between maximum and minimum values. The best thing about CUT transmission is power loss during gear
shifting is zero, hence, more mileage.
 Automated manual Transmission (AMT)
 Based on an electronic control unit and a hydraulic systemthat supervise the use of the clutch and the gear
shifting, allowing the driver to change gear without using the clutch. We, at Maruti Suzuki, call this technology
Auto Gear Shift (AGS). Affordable price and low maintenance are the highlights of AMT.
 Safety – Brakes
 Anti-lock Braking System (ABS)
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 System that prevents wheel lock-up by automatically regulating the brakes. Allows driver to steer the car even
on slippery surfaces.
 Electronic Brake force distribution (EBD)
A safety systemthat alters how much pressure is applied to the brakes under heavy braking and thus improving
stability.
 Brake Assist (BA)
Brake Assist is an active safety feature that is designed to help driver during panic braking by providing extra brake
support.
Security
 ICATS (Engine Immobilizer)
An active device that prevent the engine from starting unless the correct key is present by barring fuel supply. All
Maruti Suzuki cars are equipped with ICATS.
 Keyless Entry and Keyless Start-Stop
A securely coded systemthat automatically unlocks the car when the owner’s key fob is in close proximity. The car can
be started by a push button.
More Features
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 SmartPlay Infotainment System
An advance infotainment systemoffering all modern audio connectivity options and navigation system. It also mirrors
user’s smartphone on dashboard mounted 7” display, once connected through a USB.
 Projector Headlamps
Provides superior light output with a sharp cutoff line and focused light.
PRODUCT PROFILE OF THEORGANIZATION
 Maruti Suzuki Ignis
The nexa car to join Nexa range will be the Ignis compact crossover.The first mini crossover of the indo-japanese outfit
is expected in January 2017. Ignis is expected to come with a 1.0-litre Boosterjet three-cylinder petrol engine.
Transmission options will includefive-sped manual and maruti Suzuki may offer an AMT unit. Apart from the turbo-
petrol engine, Ignis is likely to get a 1.2-litre VTVT pertrol and a 1.3-litre Multijet diesel unit on a later stage. Ignis will
feature 180mm high ground-clearance, flared wheel arches and a whde C-pillar on exterior. It will also get high-end
Harman Kardon audio system and safety features such as ABS with EBD, airbags and hill descent control.
Maruti Ignis India – Specifications
 Engine : 1.3 litre Turbo Diesel/1.2 litre Petrol
 Max. Power : 75 PS @ 4000 rpm/84.3 PS @ 6000rpm
 Peak Torque : 190 Nm @ 2000 rpm/113 Nm @ 4000 rpm
 Transmission : 5 Speed Manual/AMT
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 Overall Length : 3,700 mm
 Overall Width : 1,690 mm
 Overall Height : 1,595 mm
 Wheelbase : 2,435 mm
 Tyre Size : 175/65R 15
 Drive Layout : Front Wheel Drive
 Platform : New generation platform
 Ground Clearance : 180 mm
 Kerb Weight : 260 litres (415 litres with Seats Folded)
 Seating Capacity : 5
 Maruti Ignis Mileage* (in KMPL)
City : Highway : ARAI
Petrol : 16 : 20.5 : 20.89
Diesel : 19 : 23 : 26.80
 Maruti Ignis India – Features
 Capsule like, minimalist body
 Curved roof and plain surfaces that create a high visual impact and give the car body a simple yet endearing
character
 Straight lines of the car’s shoulder and greenhouse enhance the visual impact, as do the many rectangular
motifs that have been repeated at many places like front and rear lower grilles, outside rear view mirrors,
door handles, and headlamps.
 Sunglass like front grille and headlamp design
 Blacked out A and B pillars
 Clamshell bonnet
 Slits on C pillar pay tribute to earlier Suzuki models such as Fronte Coupé and the first generation Cervo
 Flared bumpers
 15 inch wheels
 Black alloy wheels
 Side body moulding to enhance the rugged image
 SmartPlay Infotainment with Andriod Auto and Apple CarPlay support
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 5-speed AMT
 LED daytime running lamps
 Dual Front Airbags
 ABS with EBD
 Security Alarm
 Seatbelt with pre-tensioners
 Fog Lamps
 Maruti Suzuki Baleno RS
Maruti Suzuki Baleno's go faster version, Baleno RS, is expected in February-March time frame. The highlight of Baleno
RS is its Boosterjet heart. This turbo petrol mill is expected to dish out 110bhp and 170Nm of peak torque. It will be
either mated to five-speed manual or six-speed automatic transmission. The transmission is also rumoured with paddle
shifters.
Mauti Suzuki will differentiate Baleno RS from the regular Baleno with sportier front and rear bumpers. It will also get
Bi-xenon automatic headlamps with LED DRLs, electrically adjustable wing mirrors, side skirts and new diamond-cut
alloy wheels in dark shade. On the inside the performance hatchback will boast of automatic climate control and 7-inch
touchscreen SmartPlay entertainment systemcompatible with Android Auto and Apple CarPlay. This will be the second
affordable hatchback in the country to be equipped with all-wheel disc brakes.
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ENGINE & TRANSMISSION
Displacement : 998 cc
Engine Description : 1.0-litre direct injection Boosterjet petrol engine
 Maximum Power : 101 BHP @ 5500 rpm
 Maximum Torque : 150 NM @ 1700-4500 rpm
 Bore x Stroke : 73x79.5 mm
 Fuel Type : Petrol
PERFORMANCE & MILEAGE
 Mileage (City) : 15 kmpl (approx.)
 Mileage (Highway) : 18 kmpl (approx.)
 Mileage (Certified) : 21.1 kmpl
DIMENSIONS & WEIGHT
 Overall Length : 3995 mm
 Overall Width : 1745 mm
 Overall Height : 1510 mm
 Wheelbase : 2520 mm
 Kerb Weight : 950 kg
 Gross Vehicle Weight : 1360 kg
 Turning Radius : 4.9 metres
CAPACITY
 Seating Capacity : 5
 Number of Seating Rows : 2 Rows
 Number of Doors : 5 Doors
 Boot Space : 339 litres
 Fuel Tank Capacity : 37 litres
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 Maruti Suzuki Ciaz
Maruti Suzuki is reportedly planning to launch face-lifted Ciaz sedan in April 2017. The sedan will get promotion from
regular dealerships to Nexa range with the facelift. The new Ciaz will come with updated new front grille, tweaked
bumper and the addition of LED daytime running lights. The sedan will get newly-designed alloy wheels, while top-spec
version will boast of electronic sunroof according to reports. Rear end will also get nip and tuck to complement changes
up front. On the inside, top variants may come with all black coloured upholstery and a new infotainment system that
supports Apple CarPlay. Mechanically, expect the upgraded Ciaz to remain the same as the current model with 1.4-litre
petrol and 1.2-litre diesel unit
.
Dimensions & Weight
 Length : 4490 mm
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 Width : 1730 mm
 Height : 1485 mm
Capacity
 Seating Capacity : 5 Person
 No of Seating Rows : 2 Rows
 Bootspace : 510 litres
Engine & Transmission
 Engine Type : DDIS 200
 Valve/Cylinder (Configuration) : 4, DOHC
 Displacement : 1248 cc
 Mileage (ARAI) : 28.09 kmpl
 Turbocharger/Supercharger : Turbocharged
 Drivetrain : Front Wheel Drive
 Dual Clutch : No
 Sport Mode : No
 Bore (mm) x Stroke (mm) : 69.6 mm x 82 mm
 Alternate Fuel : Not Applicable
 Fuel Type : Diesel
 Max Power (bhp@rpm) : 89 bhp @ 4000 RPM
 Max Torque (Nm@rpm) : 200 Nm @ 1750 RPM
 Turbocharger Type : Variable Geometry
 No of gears : 5 Gears
 Transmission Type : Manual
 Engine Start-Stop Function : No
 Cylinders : 4, Inline
 Manual Shifting for Automatic : No
 Driving Modes : No
Suspensions, Brakes & Steering
 Suspension Front : McPherson Strut
 Suspension Rear : Torsion Beam
 Front Brake Type : Disc
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 Rear Brake Type : Drum
 Minimum Turning Radius : 5.4 metres
 Steering Type : Power assisted (Electric)
 Wheels : Alloy Wheels
 Spare Wheel : Steel
 Front Tyres : 195 / 55 R16
 Rear Tyres : 195 / 55 R16
 Maruti Suzuki S-Cross
The first Nexa product, S-Cross, will get nip and tuck in the second half of 2017. Suzuki unveiled the new version for
global markets at the Paris motor show earlier this year. The new face gets a re-styled front bumper and a larger
radiator grille. The chrome grille with vertical slats is flanked by the new projector headlamps. The headlamp unit also
comes with integrated daytime running lamps. While the side profile of S-Cross remains untouched, the rear features
slightly redesigned tail lamps and bumper. The crossover's diesel options will be carrying over 1.3-litre and 1.6-litre
diesel units. It may get a petrol engine for the first time -- expected to be 1.4-litre K-Series petrol engine borrowed from
Ciaz.
DIMENSIONS & WEIGHT
 Length : 4300 mm
 Width : 1765 mm
 Height : 1590 mm
CAPACITY
 Doors : 5 Doors

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 Seating Capacity : 5 Person
 No of Seating Rows : 2 Rows
 Bootspace : 353 litres
Engine & Transmission
 Engine Type : DDiS 320
 Valve/Cylinder (Configuration) : 4, DOHC
 Displacement : 1598 cc
 Mileage (ARAI) : 22.07 kmpl
 Turbocharger/Supercharger : Turbocharged
 Drivetrain : Front Wheel Drive
 Dual Clutch : No
 Sport Mode : No
 Bore (mm) x Stroke (mm) : 79.5 mm x 80.5 mm
 Alternate Fuel : Not Applicable
 Fuel Type : Diesel
 Max Power (bhp@rpm) : 118 bhp @ 3750 RPM
 Max Torque (Nm@rpm) : 320 Nm @ 1750 RPM
 Turbocharger Type : Variable Geometry
 No of gears : 6 Gears
 Transmission Type : Manual
 Engine Start-Stop Function : No
 Cylinders : 4, Inline
 Manual Shifting for Automatic: No
 Driving Modes : No
Suspensions, Brakes & Steering
 Suspension Front : McPherson strut with coil spring
 Suspension Rear : Torsion Beam with coil spring
 Front Brake Type : Disc
 Rear Brake Type : Disc
 Minimum Turning Radius : 5.2 metres
 Steering Type : Power assisted (Electric)
 Wheels : Alloy Wheels
 Spare Wheel : Steel
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 Front Tyres : 205 / 60 R16
 Rear Tyres : 205 / 60 R16
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Prospect Management
Showroom Interaction
 A costumer walks in to the showroom with an enquiry about the most important witch highest conversion
ration.
Process guidelines
 Team should ensure customer is given a complete Nexa Experience
 Every nexa staff member who meets the customer greets him in a warm and enthusiastic manner. “good
morning/ good afternoon / good evening !”
 Every walk in customer should be served 200 ml mineral water bottle (Bisleri)
 Menu card must be offered to the customer while requesting for customer’s choice of beverage
 All the options (green / Assam/ lemon tea /Coffee / Soft drink /Juice) must be mentioned while after REESHAV
to customer
 All documents must be handed over to customer in only Nexa paper Dockets no losses sheets to be cvstomer
Process Steps
 Floor manager (FLM) greets the customers and notes initial details of customer
 FLM presses the bell of RM and the pantry and escorts the customer to the customer lounge
 Party servers water (200 ml mineral water bottle) to the customer
 FM meets the customer in the customer lounge
 Fine out was the customer hopes to accomplish during his/her visit
 Understand need of customer and type of usage of vehicle enguired
 Capture contact detach in the enquiry tab
 Provide the desired details to the customer
 Drop the customer to the gate and say thank you when customer is leaving
 Process key Notes
 Treat customer as an
 Assist listen and take customer sinuously
 Work at the customer’s preferred pace
 Do not rush through the process
 Use tab as an active tool for capturing information and and digital demonstration
 Telephonic Interaction
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 A prospect calls the showroom with an enquiry about the Nexa product
 Process Guidelines
 The person responsible for taking the telephone enquiries is the telesales
 Process Steps
 Greet the customer in a warm and enthusiastic manner. “good morning / Good afternoon / Good evening with
your dealership name
 Politely ask for caller’s name and telephone number
 Establish purpose of the call and attend to the customer’s requirement
 If more information is required, then find out preferred time to call the customer and arrange for the
information required.
 Politely ask the customer if he would the a relationship manager to call him
 If customer agrees, then find out preferred time to contact the customer and transfer the prospect details to the
Relationship Manager
 Relationship Manager to call the customer at the customer’s preferred time with required details
 Process key Notes
 Call should be answered within the third ring
 The person must be able to provide information about
 Models & variants
 Features
 Colors
 Availability
 Current schemes
 Make sure that the name of the customer and the nature of information required are commences concerned
person so that the customer does not have to repeat the same
 Outside the Showroom Interaction Process Guidelines
 Relationship manager fixes an appointment prior to visit
 The Relationship is present at the appointed date with the desired vehicle and the tab
 Process Key Notes
 Relationship manager should reach minutes prior to scheduled time

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 Demonstration tools should be kept in excellent working condition
 Flowchart for Telephonic Interaction
Customer calls into the showroom

Telecaller greets the customer in a warm and enthusiastic manner

Politely ask for caller’s name and telephone number

Establish purpose of the call and attend to the customer’s requirement

If more information is required, then find out preferred time to call the customer and pass the customer’s
coordinates to the respective RM or the showroom manager

Politely ask the customer if he would like a Relationship Manager to call him

If customer agrees, then find out preferred time to contact the customer and transfer the prospect details to the
Relationship manager

Relationship manager to call the customer at the customer’s preferred time with the required details
 Flowchart for showroom Interaction
 Customer drives into the showroom
 Valet opens the door for the customer and greets him
 Valet hands over valet token to the customer and guides him to the door
 The customer enters the showroom and meets the FLM
 FLM meets and greets the customer, captures initial details, rings bell for RM and Pantry, seats customer in
lounge. Pantry boy brings water
 RM find out what the customer hopes to accomplish during his/her visit
 RM asks the customer about the product he is interested in and proposes to demonstrate the car to the
customer
 RM requests the customer for test drive after demonstration
 RM request the customer to sit for further discussion in discussion area after demonstration/test derive and
offers tea/ coffee/ choice of beverage
 RM requests for customer details and enters in the Tab. (RM should use Tab for further discussion)
 RM provides quotation to customer if enquired by the customer
 RM keeps quotation and brochures in the paper folder and hands over to the customer
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 RM drops the customer to the gate and says thank you when customer is leaving
 Valet hands over customer’s car, salutes and wishes him
 EnquiryCapturing & Tracking
 Importance of Enquiry capturing and Tracking
 Understand the needs of the customer
 Capture customer information to offer personalized experience to the customer
 Timely and regular follow up with the customers till enquiry is converted into sale
 Record customer details and requirements to facilitate sales process
 Enquiry capturing
 Process Guidelines
 Generate an enquiry in the Enquiry Tab, the moment any enquiry is received at the Nexa dealership
 Process Steps
 For a new customer, open “Car Configurator” tab in home screen
 Click “New User” in “Existing User Prospect Search” screen
 Enter other customer information using multiple tabs available to punch information in the system
 These tabs can be updated at any stage of the enquiry. However, complete information must be updated in the
“prospect Data Capture” before booking. The multiple tab are as mentioned below
 Personal information. To capture initial customer information
 Product choice. To capture product details
 Enquiry Management
 Relationship managers can use “Prospect Data capture” to
1. Create new enquiry
2. Search existing enquiry
3. Edit / update existing enquiry
 How to capture enquiry using prospect data capture ?
Step 1: Click “Car Configuration” tab in Home screen
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Step 2: click “New User” tab in “Existing User Prospect Search” Screen
Step 3: Prospect Data capture Home Screen will be shown
 Field Description
 First Name – Enter customer first Name (Mandatory Field)
 Last Name – Enter customer last Name
 Gender – Male / female
 Mobile No – Enter Mobile number (Mandatory Field)
 Beverage Choice – Coffee / Soft Drink / Tea / Others
 Interested in My NEXA Card – This is auto selected by system whenever customers show any interest Towards
My NEXA card in car configurator Tab
 Model – select interested model (mandatory field)
 Fuel type – Diesel
 Variant – 1.3 sigma, 1.3 delta, 1.3 Alpha, 1.3 Zeta, 1.6 Alpha, 1.6 Delta & 1.5 Zeta
 Color – Select color
 Specific requirement from the car (optional)
 Other car considered (optional)
 Communication Preference : To capture follow up details
 Customer profile : To capture details of customer required for booking
 Test Drive details : To capture Test Drive details
 Exchange : To capture details of the car available for exchange
Enquiry Management
 Process Guideline
 Customer is identified in the systemthrough customer mobile number / customer enquiry number / content
name. The same can be used at any time to access customer record in “Customer Data Repository”
 Enquiry and Booking follow up is important for conversion to retail
 Process Steps
 Select date range from ‘Customer Data Repository’ to see list of pending actions
 Open enguiries, booked and lost is available for the selected date range
 To update follow up, click on “Total” Open Enguiry
 Select the customer name and update the follow up details
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 The booking details can be viewed by selecting customer name from the table
 Key Notes
 Always capture all customer details before booking the vehicle
 It is important to capture “Buyer type” to track requirement of Exchange by the customer
 Capturing Email ID is important for future communication with the customer
 Never push the customer to share certain information but also, capture as much information as possible dust
but customer interaction
 The information entered can be updated or edited or edited using edit icon in the ‘Prospect Data Capture
Screen’
 Customer follow-up should be updated everyday
 Enquiry-Booking-Retail (E-B-R) calculation
 To generate a particular number of retails (R), a specific number of bookings (B) and enquiry (E) is required
depending on the conversion ration.
 To generate 100 retail with 75% B to R conversion, the number of booking required is calculated as: (100 /
75)*100=134 booking
 To generate 134 retail with 20% E to B conversion, the number of bookings required is calculated as: (100 /
20)*134=670
 Field description
 Nexa follow up date – update next follow up date here, By Default system will update as N+1 date. So if enquire
is captured today then enquiry follow up date will be tomorrow morning 10 am
 Email – Update Customer Email Id details
 Preferred mode of communication – call / Email
 Preferred Time & Day for communication (optional)
 Occupation: Salaried / self Employed / Service / Social Worker / Student / Retired / Proprietor / Panchayat /
Member / Politician / Other
 Address Line 1 / Line / Line 3: Update customer address here
 State / City: Update customer state and city
 Type of customer: Company / Government / Individual / N2N / Taxi
 Buyer Type: First Time Buyer / Additional Buyer / Replacement buyer
 Current Car Details: Select current car details in case of Additional Buyer of Replacement buyer
 Source of Contact (Enquiry Source): Advertisement / Business Associates / Campaign / Events / Events / cold
Visits/ Email/ Inbound Calls / References / Showroom Wald in / Tele calling / Workshop Enquiry
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 Referred By: This field will get activated in case Relationship Manager selects Enquiry source as “References”
 Any Other Customer Details: Enter any remarks to be captured here
 Expected Days to Finalize The purchase: Enter tentative expected days of purchase
 Preferred Date Of Delivery: Auto selected based on No of days entered in “Expected Days to Finalize The
Purchase”
 Product Demonstration
 Occupation: salaried / Self Employed / Service / Social Worker / Student / Retired / Proprietor / Panchayat
Member / Politician / other
 Address Line 1 / Line 2 / Line 3: Update customer address here
 State / City: Update customer state and city
 Type of customer: Company / Government / Individual / N2N / Taxi
 Current car Details: Select Current car details in case of Additional Buyer or Replacement Buyer
 Source of contact (Enquiry Source): Advertisement / Business Associates / Campaign / Events / Cold Visits /
Email/ Inboukd Call / References / Showroom Walk in / Tele calling / Workshop Enquiry
 Referred By: This field will get activated in case Relationship Manager selects Enquiry source as “References”
 Any other Customer Details: Enter any remarks to be captured here
 Expected Days to Finalize The Purchase: Enter tentative expected days of purchase
 Preferred Date of Delivery: Auto selected based on No of days entered in “Expected Days to finalize The
Purchase”
Product Demonstration
 Introduction
 Product Demonstration is defined as the process of providing a customer, detailed explanation of the product’s
features and benefits through digital demonstration, static demonstration and test drive.
 Importance of Product Demonstration
 The product demonstration is the first opportunity that we have to explain our product to the prospective
customer. A quality demonstration is the most important selling tool of the Relationship Manager. Customer’s
experience about the product performance and the treatment given to him directs the purchase decision of the
customer.
 Digital Demonstration
 Demonstration of a Nexa product using Nexa application in lpad. It provides an opportunity to discuss the
vehicle’s varied features / variants / color all at place / location without the physical availability of the vehicle.
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 Car Configurator
 Car configurator is a tool in the tab which can be used for discussion of accessories, along with discussion on MI,
EW, finance etc.
 Market Intelligence
 A tool which can be used to compare difference in variant level features for Nexa Models. It can also be used to
compare feature of competition models.
 Product Information
 This tool in the application can be used to share Demo video, E-Brochure, testimonials, advertisement etc with
the customer.
Static Demonstration
 Process Guidelines
 Vehicle’s exterior and interior, including the boot and under hood should be clean
 Adequate space should be there around the vehicle to open all the doors
 Process Steps
 Give an overview of the demo process to the customers
 Politely request the customer for demo Initiate 6 step demo process and elaborate on features and benefits
 Use the sequence provided under FIRSST model:
 F – Front
 I – Interior
 R – Rear
 S – Seat
 S – Safety
 T – Technology
 Move to a particular step depending on the customer’s preference
 Key Notes
 Listen to customer properly during the demo process
 Encourage customer to interrupt at any time in case of enquiries / doubts
 Do not push on following the sequence if the customer’s wishes to focus on a spexific area
 Do not push for the demonstration if the customer is reluctant
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 Test Drive
 An Opportunity to increase customer’s faith and confidence towards Nexa products and provide the customer a
pleasurable driving experience. It increases the chance of enquiry conversion as it establishes a connect
between that vehicle and the customer
 Ensure vehicle is in a neat and clean condition
 Check the normal functioning of all the controls, fuel level and tyre pressure on the test drive car
 Ensure that all documents of the test drive vehicle are available to avoid any traffic problem
 Ac should be ON during summer before customer enters the vehicle
 Scan customer’s Driving License from lpad before the test driver.
 Process Steps
 Check availability of a valid driving license with the customer
 Test drive route should be informed to the customer in advance
 Take the car out of the parking area
 Wear seat belt and also request the customer to do so
 Relationship Manager should drive the vehicle initially
 Explain the basic features to the customer
 Handover the vehicle to the customer
 Remain silent for initial 2-3 minutes to allow the customer to get a feel of the vehicle
 Wait for customers queries and answer them politely
 All features of the vehicle must be thoroughly explained
 Give test drive on the main road so that all features like AC, turning radius, etc. can be fully explained by
Relationship manager and also experienced by the customer
 Duration of test drive should be at least 15-20 minutes
 Test drive should be given for at least 5kms
 Key Notes
 During test drive with the customer, the Relationship Manager should ask whether the customer prefers a
running commentary or prefers Relationship Manager to be quiet
 In case test drive vehicle is not available, test drive should be given to the customer at his convenient time and
place
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 Arrange for a test drive quickly as per customer’s request
 Pay attention to queries of customer family members as well
 Test Drive Register
 Test drive engagement register helps to convey the information regarding the availability and day’s plan of Test
drive vehicle.
 It helps to avoid chances of overlap of test drive time given to the customers. It also help in better planning of
the test drive schedule.
 It’s very important to update the test drive engagement register regularly.
Test Drive Details
 DMS Test Drive No: This field is systemgenerated and test drive number will be shown here
 Model: Select test drive model
 Variant: Select variant for which test drive was given
 Date: This field is systemgenerated, test drive date is shown here
 Place of Test Drive: Customer place / dealership
 Duration: Enter total test drive duration
 Reason for Test Drive not Given / Taken: Update the reason why test drive was not given to customer or
customer refused to take test drive
 Customer Feedback: Update customer feedback here
Exchange
 Date: Enter old car date of registration (as per RC Copy)
 Place of Purchase: Enter city of registration (as per RC copy)
 New Car at the time of Purchase: Yes / No
 Kilometer completed: Enter kilometer completed
 Loan Completion: Update load completion date if vehicle is under loan
 Current EMI: Enter current EMI
 Financer: Enter bank details
 Expected Price: Enter excepted old car price here
 Any Other Details: Update any special remarks to be captured
 Introduction
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 Sale of any new Maruti Suzuki vehicle to a customer and buying an old vehicle from the same customer or a
person in relation to that customer.
 Importance
 Exchange helps to retain customer for life by providing one stop shop solution for all customer needs. Exchange
through True Value facilitates the customers with hassle free transaction and ultimate peace of mind.
It is mandatory to update ‘while type’ while capturing enquiry to ensure prospective exchange cases can be
identified. The information on old car is to be entered in the tab section ‘Exchange’
One Sourcing Manager (SM) to be attached to each Sr. RM’s team. All SMs to reports to Sr. Rm of his/her sales
team.
(this SOS pertains to Exchange Process at Exclusive channel. Please refer this along with true Value Process
Guide of Maruti Suzuki).
 Process Steps
 All customer dealing with respect to evaluation and pricing of old cars will be done by Relationship Manager
only
 Relationship Manager will explain the evaluation process to customer and take prior permission of customer for
inspection and test drive of customer’s car as part of the evaluation process. In case, evaluation is to be done
outside the showroom, then Relationship Manager to take suitable time &venue from the customer and inform
the same to Sourcing Manager
 Sourcing Manager should assist the Relationship Manager to the Pre fixed location and perform evaluation using
120 point check-sheet
 Sourcing Manager will inform the estimated RF cost, buying price and RF requirements to relationship manager.
 Relationship manager to probe and understand these 3 details from the sourcing Manager. For this,
Relationship Manager and Sourcing Manager to maintain the latest Reference price list of selected old car
models provided by True Value Manager
 Old car details and price offered to customer by Relationship Manager should be updated in the tab so the same
is reflected in the Quotation
 Relationship manager to collect all sourcing documents of old car from the customer as per SOS, once the deal is
finalized. Refer SOS for lost of documents to be collected
 Relationship manager to arrange the physical collection of old car as per convenient time & venue given by
customer before delivery of new car
 Old vehicle to be transferred to the True Value outlet of the dealer for refurbishment and sale as per SOS
 RC Transfer of old car-Customer to be communicated in writing wrt. RC name transfer process & time of his old
car through vehicle registration process & undertaking form of customer docket set. RLMto be coordinate with
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True value Manager regarding actual RC transfer status of old car and in case of any delay in old car RC. Transfer
the same to be informed to the customer with proper explanation in writing
Sales Process
 Introduction
 Sales process comprises of all the activities between booking and delivery.
 Importance
Adherence too sales process is very critical as it ensures
 Maximum revenue generation per customer by sale of varied value added services offered by Nexa
 Streamline and seamless completion of all payment and paperwork formalities
 Timely delivery to customer at the committed date and time
 Hassle free purchase and smooth purchase experience for the customer
 Elements of Sales Process
 Booking process
 Genuine NEXA Accessories Booking Process
 Insurance Booking Process
 Extended Warranty Booking Process
 My NEXA Card Booking Process
 Finance Process
Booking Process
 Introduction
 It is a stage wherein customer has agreed to purchase the vehicle from the dealership. This is a very crucial stage
as it covers the deal and negotiation step of the sales process.
 Importance
 Standardization of booking process
 Increase in transparency of the process
 Reduction in deal related concerns
 An opportunity to formally document the purchases of the costumer in costumer in consent with him / her
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 Booking details can be captured against an enquiry already created in the system
 Details of the booking to be entered in confirmation with the customer
 A booking confirmation receipt with customer signature to be maintained in customer file for every booking
 Process Steps
 Select Car Configuration and generate customer’s wish list
 If the quotation already exists in the system, open the quotation from the enquiry details and select edit option
 Confirm information on choice model, color and variant
 Enter / confirm details of GNA selected (refer to section ‘GNA Booking Process’)
 Enter / confirm details of Insurance (refer to section ‘Insurance Booking Process’)
 Enter / confirm details of Extended Warranty (refer to section ‘Extended Warranty Booking Process’)
 Enter and confirm details of My NEXA card (refer to section ‘My NEXA Card booking process’)
 Enter / confirm details about registration charges and schemes & discount.
 Enter / confirm exchange details and source value of the car from the Exchange tab
 Explain the cost of vehicle to the customer
 Explain finance scheme along with EMI details (refer to section ‘Finance Process’)
 Generate the final quotation for the customer. Mail the final quotation to the customer and also mentions
quotation number in the booking Requisition format
 Confirm customer details and completely fill the Booking Requisition Form
 Enter and confirm tentative delivery date and fill in Booking Requisition Format
 Explain to the customer that all prices prevailing at the time of delivery would be applicable
 Save details and email/ print the Booking Requisition Form (BRF)* and customer signature on the form Main one
copy in the dealership file
 Generate customer booking in DMS, re-confirm all the information, submit the information to the system
 Take printout of the booking Confirmation Receipt (BCR) and give a signed copy to the customer. Also mail ac to
the customer
 On another copy of the BCR, take customer signature and maintain in customer file a copy of signed BCR and
 If any change is made in the booking details, issue a new BCR to the customer and maintain a signed copy new
BCR in the customer file
 Inform customer about the documents required for purchase, finance and registration of car as per the douches
checklist.
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