This document discusses ways to improve customer satisfaction and sales performance through effective management of petrol pump attendants. It suggests providing motivational training programs and a new uniform for attendants to improve their skills in customer service. Attendants play an important role in sales promotion by interacting with customers at multiple touchpoints during refueling. The document categorizes customers as delighted, satisfied, or dissatisfied based on whether their expectations are met or exceeded. It stresses the importance of delighting customers as they provide the most referrals and lifetime value to the company.

1. 1
Effect on PA
Personality /
Behaviour on Sales
Performance –
Suggestion to
improve PA Skills.
• Building on customer management with
personalized tough
• Pump attendant are image of
corporation
• Motivational Program/Training
pump boys/New uniform/
• Role of pump attendants in retail outlet sale
performance

2. 2
• Delighted Customers
• Satisfied Customers
• Dissatisfied Customers
Categories of Customer

3. 3
Categories of Customer: Dissatisfied Customers
>
What you
promised/ What
they expected
Dissatisfied
Customers
Stop Purchasing/ Look for an alternative
Tell 9 to 10 people about their experience
Exaggerate their Bad stories
Tell your competitors
Usually won’t tell you( only 1 in 25 will report to you )
Generally don’t come back( up to 90% NEVER COME BACK)
What you
provide

4. 4
Categories of Customer: Satisfied Customers
What you
promised/ What
they expected
=
Continue to purchase till they find a better alternative
Are likely to provide 3 to 5 referrals
May continue with you for life time (rarely)
Satisfied
Customers
What you
provide

5. 5
What you
promised/ What
they expected
<
Delighted
Customers
Stay loyal to the Business for Life
Tell 17 to 20 people about their Delightful
experience
May bring 17-20 referrals
Categories of Customer: Delighted Customers
Delight = Expectation + 1
+ 1 more smile
+ 1 additional item ( a surprise
gift)
+1 service ( Free air , ATM, In&
Out)
+ 1 extra minute of your time ( Dusting of
wind screen)
+ 1 information ( product, services )
What you provide

6. 6
Categories of Customer: Delighted Customers
• Life time Value (LTV): Average Annual Purchase X Potential lifetime
of Purchasing
• LTV = 12 * 1500 * 60 =
10,80,000/-
Assumptions : Consumption – fuel worth 1500/
month
( Car Customer)
Life time : 80 yrs ( customer is enrolled at
20 yrs)
• LTV = 12 * 300 * 60 =
2,16,000/-
Assumptions : Consumption – fuel worth 300/
month
(2 wheeler Customer)
Life time : 80 yrs ( customer is enrolled
at 20 yrs)
Lifetime Customer Values

7. 7
Potential Customer Values ( CAR CSUTOMERS)
Potential worth of average customer : 10,80,000
Potential worth of Satisfied Customer : 54,00,000
Potential worth of delighted customer : 2,16,00,000
Potential cost of Dissatisfied customer : - 1,08,00,000

8. 8
• Tank Full
Role of PAs in RO sales Promotion-
Touch point

9. 9
• Lubricants
Role of PAs in RO sales Promotion-
Touch point

10. 10
• Coolant & Break fluid
Role of PAs in RO sales Promotion-
Touch point

11. 11
• Bill & Cards
Role of PAs in RO sales Promotion-
Touch point

12. 12
• Toilet facility
Role of PAs in RO sales Promotion-
Touch point

13. 13
• Air facility
Role of PAs in RO sales Promotion-
Touch point

14. 14
• Wind Shield Cleaning
Role of PAs in RO sales Promotion-
Touch point

15. 15
• Cash handling
Role of PAs in RO sales Promotion-
Touch point

16. 16
• Showing “0” to Customer
Role of PAs in RO sales Promotion-
Touch point

17. 17
• Handling car keys
Role of PAs in RO sales Promotion-
Touch point

18. 18
• Handling fuel cap
Role of PAs in RO sales Promotion-
Touch point

19. 19
• Greetings
Role of PAs in RO sales Promotion-
Touch point

20. 20
• Salary
Motivational Program for Pump Attendants

21. 21
• ESIC
Motivational Program for Pump Attendants

22. 22
• Bonus & Advance
Motivational Program for Pump Attendants

23. 23
• Kabhi Khushi Kabhi Gum
Motivational Program for Pump Attendants

24. 24
• Salary Cut on Holidays
Motivational Program for Pump Attendants

25. 25
• Dispute Resolutions
Motivational Program for Pump Attendants

26. 26
• Gutka, Alcohol & HIV - Health Clinics
Motivational Program for Pump Attendants

27. 27
• Toilet Cleaning & Housekeeping
Motivational Program for Pump Attendants

28. 28
• Working hours & Weekly off
Motivational Program for Pump Attendants

29. 29
• Loan for Two Wheelers
Motivational Program for Pump Attendants

30. 30
• Insurance & Children Education Assistance
Motivational Program for Pump Attendants

31. 31
Appraisal Form

32. 32
Appraisal Form

33. 33
• Sales Promotion under 06.07.(C)
Motivational Program for Pump Attendants

34. 34
Training and Development
for Pump Attendants

35. 35
Minimum
wages, PF
and ESI Bonus and
incentive –
from Dealer
and IOC
Recognition
from IOC/ Dealer
Personal
Growth
experien
ce
Job
Security
Security for
female
employee
Working with
dignity and
pride in
society
Product
knowled
ge
Safe
practice
Customer
Dealings
RO
Operations
Statutory
obligations
& licenses
Company
profile
Dos &
Don’ts Record
Keeping Competitor
’s activities
Technical
know how
hygienic
practices Smart turn-
up
First aid
Ethical
Practices
Petty
emergency
repair
Spiritual
Lectures

36. 36
Who should impart Training………

37. 37
PUMP ATTENDANT
UNIFORM

38. 38
The uniform of the Pump Attendant should
have the identity of company

39. 39
The color shade of the uniform should be of
the same combination of the company color theme

40. 40
There should not be any loose end
of the uniform

41. 41
If the uniform is of full hand sleeves.
The sleeves should not cross the wrist

42. 42
The uniform should be visible at low light

43. 43
The uniform should able to discharge
any kind of static electricity

44. 44
The uniform should be flame resistance.
The apparelshould be made of fire resistance
fiber or should have coating of protective layer.

45. 45
The pump attendant
should wear shoes

46. 46

47. 47
Thank you