Caselet Code : CLSDM018
Publication date : 2005
Subject : Sales and Distribution Management
Industry : Diversified
Length :
 4 Pages
Price :  Rs. 100 (Detailed Pricing Info)

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Abstract

The caselet examines the increased focus of Indian corporates on dealer training programs. It discusses the dealer training programs conducted by some of the leading manufacturing companies such as Maruti, HLL, Philips, GCMMF, and Tata Chemicals. The outcome of these training programs and their impact on the sales and customer service of the companies also form a part of this caselet.

Issues:

» Role of channel members in sales & distribution function of an organization
» Need for dealer training programs and its impact on customer service
» Training sales personnel

 
Key words:

Corporate Training Market, Dealer Training Programs, Automobile Companies, Maruti, JD Power Asia Pacific, Customer Satisfaction Index (CSI), NIS Sparta, leadership, Business Planning, Self-Empowerment, Behavioral Interventions, Vijay Kohli, Consumer Appliances Manufacturers, Philips India, `Unique Selling Programme' (USP), Soft-Selling Skills, HLL, 'Project Dronacharya', Total Lines Sold per Day (TLSD), Gujarat Cooperative Milk Marketing Federation (GCMMF), Amul, Tata Chemicals.

Questions for Discussion:

1. Indian companies, which used to focus mainly on sales training programs for their own sales force, are now extending these initiatives to their business partners. What are the major reasons behind the increasing prominence of such initiatives among Indian companies? Also throw light on the advantages and disadvantages of outsourcing the training activities to third parties.

2. Behind every successful dealer is a smiling and efficient dealer salesperson. Explain the relative importance of dealers in the consumer durables industry over and above those in the FMCG industry. How have consumer durable players improved the performance of their dealers through training?