While there are many stated promises, there is also an unstated promise from the customers’ end. The entire solutioning, diagnostics, advice is given at a very professional level. While sharing the entire colour consulting, if I give him a colour consultation and give him a colour shade in a ‘parchi’ (small parchment), saying this is some advice for your customer then the customer won’t be happy with that. This is an underlying expectation that the customer definitely has while engaging with Asian Paints. It’s an important idea as there is Profession engagement especially at the time of moments of truth like doing a diagnostic etc. So the AP salesperson should use the tools given to be able to give the right professional advice effectively.
Professional engagement (throughout with a specific emphasis on moments of truth) - practices, use of tools and maintaining SLA benchmarks, Pre-sales