i Guidance Program

to improve
Customer care &
Center performance

5 Steps Presentation
EX37 Cegos:
Etienne Basse
Infiniti: Serge Dumonteil
Gaëlle Le Grouiec Stéphane Exer
Michel De Koubé Raphaëlle Jourdan
Marjorie Neveu
 EX 37 (5 steps)

What is EX 37 ?

a new Coupé cross-over concept mixing sporty estate driving dynamics & functionality with
the high driving position of an SUV (the best of both worlds). All of this coming with a
uniquely warm and exciting design inside & out.

For Who it is ?

Younger professionals with a family, who might have owned previously a sports coupe,
looking for a car to reflect their dynamic life and express their fashionable taste. Yet, they
are not willing to compromise on ease of use.

2
EX 37 (5 steps)

3
 EX 37 (5 steps)

5 Steps discovery

3 4

2 5
1
4
 EX 37 (5 steps)

1-Left front angle

Design

The first “coupé cross-over” is a perfect fusion of SUVC and Coupé, expressed by elegant and refined
style. Sleek silhouette, exquisitely balanced coupé style and harmonious shoulder line ensure a
mysterious and graceful image.

33 % 33 %
Compact Coupé
EX37

33 %
Estate

5
 EX 37 (5 steps)

1-Left front angle

Distinctive and masculine style elements further personalise the EX and sustain the
unique Cross-over concept.
Design

18 inches wheels

High wheel arch

Tinted glasses

Chrome door handles

Body painted side mirrors

6
 EX 37 (5 steps)

1-Left front angle

Proportions

Coupé attributes - stretched wheelbase, short front/rear overhangs, low centre of gravity – rather than
boxy and bulky off-roader SUV.

Lowest height and optimum seat height consistently support the cross-over concept; narrow width
ensures high manoeuvrability in the urban experience.

7
 EX 37 (5 steps)

1-Left front angle

Anti Scratch Advanced Paint (ASAP)

ASAP is an advanced technology which provides high resistance and long lasting brilliance of the
exterior colors.
before self-repairing after self-repairing

After being scratched, a car surface painted with ASAP can repair itself and have up to five times less
scratches than conventional clear-coat.
ASAP repairs fine scratches, restoring painted surfaces close to their original state.

8
 EX 37 (5 steps)

2-Front view /Engine

Motorisation 3,7 V6 engine 7AT

Best in class performance is planned in terms of acceleration, maximum speed and in-gear flexibility.
The highest power in the SUV Compact segment.

320 hp 7000 tr/m

Torque 360 Nm at 5200 rpm
V Max 240 km/h
0-100 km/h 6.4 sec.
Cons. 11,2 l /100 km (combined)
8,5 l / 100 km (extra urban)
15,9 l / 100 km (urban)
Tank capacity 80 l
CO2 267 g/km

9
 EX 37 (5 steps)

2-Front view /Engine

Motorisation VVEL technology

VVEL (Variable Valve Event & Lift System) technology increases engine performance, through a
balance of responsiveness and power, without sacrificing fuel consumption and emissions.

More power
Better response
Fuel efficiency
Cleaner emissions

10
 EX 37 (5 steps)

2-Front view /Engine

The cross-over concept proportions and sleek lines is able to generate the
Shape best aerodynamic positioning in the SUV segment

Infiniti double arch grill

Large air intake and front aero bumper

The shape is seductive, sporty, and elegant

11
 EX 37 (5 steps)

2-Front view /Engine

Lamps

Integrated fog lamps

Aggressive headlamps
(Xenon + Adaptive Front-lighting System opt.)
Better visibility for better safety

12
 EX 37 (5 steps)

3-Passenger seat

Seats

Features :

Normal roof Sunroof

Length Length of Interior Front 1733,7

Front 1411,4
Width Shoulder Room
Rear 1399,4
Front 1028,7 983,0
Height Effective Headroom
Rear 975,4 957,6
Front 100,8 76,8
Height Head room
Rear 73,3 70,1

13
 EX 37 (5 steps)

3-Passenger seat

Jacket hanger (GT grade)

Jacket hanger integrated in the headrest

Smart appearance
and usability highly consistent
with the EX target customer.

14
 EX 37 (5 steps)

3-Passenger seat

Safety

Best in class restraint systems and several body structure measures ensure a top level of protection
for passengers and pedestrians.

Advanced Airbag System (AABS): 6 standard airbags

- dual-stage front air bags (2) with occupant classification sensors
- front side air bags (2) for thorax and pelvis protection
- roof-mounted curtain side impact and rollover air bags (2) for front and rear-seat outboard occupant
head protection

Front seat belts with pre-tensioner and load limiters

Front Active Headrest (AHR)

Expected Euro NCAP crash test score: 5 stars

ISOFIX seat mounting points in the rear seats

15
 EX 37 (5 steps)

3-Passenger seat

Powered seat backrest (electric folding seats)

2 Switches on the luggage side for fold down and up

2 Switches on the console for rise up only

Can be used by children

16
 EX 37 (5 steps)

4-Rear view

Shape and lamps

Led rear lamps (luminescent electro diodes) turn on quickly than standard lamps

Rear spoiler

17
 EX 37 (5 steps)

4-Rear view

Trunk capacity

The EX boot ensures higher usability
than direct competitors thanks to the
large width between the wheel housings

3 Golfs bags

18
 EX 37 (5 steps)

4-Rear view

Optimised Trunk storage

Multi-partition Net

The versatile cargo net separates the cabin and the cargo area.
This separation allows the customer to maximise the use of the boot up to the roof while keeping the
maximum of safety for all passengers (Front & Rear).

Under Trunk storage

The storage compartment under the cargo floor ensures an extra capacity of 45 litres (21 litres with
BOSE sound system).

With spare tyre option the storage compartment is sacrificed.

19
 EX 37 (5 steps)

5-Driver seat

Intelligent key (I-key) with smart access

When approaching the car, the encrypted signal unlocks the door; once inside, the seat,
steering wheel and side mirrors will automatically set (only with luxury pack).

Benefit: no nead to find out they from your handbag before entering the car

20
 EX 37 (5 steps)

5-Driver seat

Best driving position

High driving position for better visibility and comfort from seat to ground line

21
 EX 37 (5 steps)

5-Driver seat

Perceived quality

Like in a cockpit

Give a sense of softness

and smoothness

Creating a cocooning
and welcoming atmosphere

22
 EX 37 (5 steps)

5-Driver seat

Interior details

Sporty instrumenter cluster

Infiniti clock

7’’ integrated monitor

3 spoke steering wheel

Infiniti logo on the seat upholstery

23
 EX 37 (5 steps)

5-Driver seat

Auto driving position (luxury pack)

If you take your coat off during a long journey and decide to change your seat position, the steering
column and side mirrors automatically adapt in order to maintain the same viewpoint.

If the eye point gets lower or moves backwards, the mirror moves downwards or outwards to keep the
viewpoint.

If the shoulder point changes, the steering column moves to keep the relationship between the
steering column and the shoulder point
24
 EX 37 (5 steps)

5-Driver seat

Standard safety features

Auto-dimming rear-view mirror : An electro-chrome mirror cell whose degree of reflection can be
modified by applying constant voltage.

Multifunction Steering wheel : Steering wheel switches allow you to operate the audio system
functions, the intelligent cruise control setting and the telephone operations.

Light and rain sensors : Headlamps automatically switch on at dusk and wipers tune their pace and
speed according to the frequency of the rain.

25
 EX 37 (5 steps)

5-Driver seat

Standard

Most of EX standard features are optional or not even available on direct competitors. Competitor
customer should spend more than 5.000 € on optional equipment in order to get the same level of
features.

26
 EX 37 (5 steps)

5-Driver seat

Intelligent All-Wheel-Drive System (AWD)

The designed to give all-wheel-drive traction when it’s needed and rear-wheel-drive traction when it’s
not. By constantly adjusting the power, sending anything from 50% to the front, to up to 100% to the
rear, the system generates greater control without sacrificing sportiness and true performance
dynamics

27
 EX 37 (5 steps)

5-Driver seat

Packs

high-end navigation capabilities (8’’ display + bird- The most comprehensive

package and the best
view + 30 countries + 7 languages) with voice
recognition, rear view camera, BOSE sound-system price in the segment
and Bluetooth technology.

28
 EX 37 (5 steps)

5-Driver seat

Bluetooth technology (multimedia pack)

Access your phone book, answer and make calls through the vehicle’s audio system. All without
taking your eyes off the road and keeping your mobile phone in your bag or pocket.

Comfortable
and safety

29
 EX 37 (5 steps)

5-Driver seat

Around View Monitor (AVM) (opt.)

Combining images of cameras, which are located at the rear, front, right and left side of the vehicle, in
combination with sonar, the system provides a unique Bird-Eye View of the vehicle by using image
processing.

The 8’’ display monitor

ensures a wide range of
view settings which can be
changed through an intuitive
and user-friendly approach.
Shift Lever to
“REVERSE” position
30
 EX 37 (5 steps)

5-Driver seat

Intelligent Cruise Control (ICC) (opt.)

The ICC system uses brakes, throttle and laser sensors to help maintain a secured distance between
the EX and a vehicle in front of it. (Low Speed Following and Intelligent Brake Assist are included in ICC)

Direct competitors do not offers ICC

SUV premium competitors only offer at a higher price
31
 EX 37 (5 steps)

EX37 (individual options)

• Full speed range Intelligent Cruise Control (ICC) with Intelligent Brake Assist (IBA)

• Maple Wood trim

• Glass sunroof

• Temporary spare wheel (replaces anti-puncture kit)

• Polished aluminium roof rails

• Xenon lights with Adaptive Front-lighting System, auto-level and headlight washers

• Metallic paint

• Luxury Pack

• Multimedia pack:
- DVD Navigation system with voice recognition;
- Rear view camera;
- Studio on Wheels™ by Bose® sound system with 11 speakers)

• Around View Monitor (AVM) - Only available with Multimedia pack.

32
 EX 37 (5 steps)

EX37 (48 620 €)

Cloth seat facings
Manual reach and rake adjustment for steering column
8-way power driver's seat
4-way power passenger's seat
Driver's manual lumbar support
18” 8 spoke light alloy wheels

EX37 GT (50 570 €) Includes all EX37 features plus:

Leather seat facings

Power reach and rake adjustment for steering column
10-way power driver's seat (replacing standard 8-way)
8-way power passenger's seat (replacing standard 4-way)
Driver's power lumbar support
Memory for driver's seat, steering wheel column and door mirrors
Heated driver and front passenger seats
Integrated jacket hanger (on driver’s seat headrest)
Tilt door mirrors while reversing

33

Welcome phase
1. Preparation
I prepare the appointment thanks to the
agenda of the Centre and I collect the client’s
information in i-4U
I make sure all visual aspects are conform :
dress code (hair dress and make up, suit) and
adapted environment (flowers, artwork, music,
dressing, coffee machine, refreshments ...)
2. Physical and verbal welcoming
I stand up as soon as I see the customer
I walk to him/her
I smile and look the customer into the eyes
while introducing myself
I do not shake his/her hands
I welcome the customer using his name (if
possible)
Coat : would you like to take of your coat ?
I enquire about visit aim
HOST TOE Checklist
Making waiting phase pleasant
I invite the customer to move to the lounge by a gentle
gesture of my hand : Would you like to follow me,
please
I lead him to the lounge, install him in the sofa and
propose to offer refreshments : would you like a
refreshment
I launch the brand film on I view and introduce him to
the I view experience
I courteously inform Sales Consultant about customer
arrival
I courteously inform customer about waiting time
I check every 5 minutes that the customer is OK
Introducing sales consultant
I courteously introduce Sales Consultant to the
customer
I wish him a pleasant time
I keep in mind « Infiniti team spirit »
 HOST TOE Checklist

Leaving the customer

I stand up and walk a few steps to
encounter the customer walking back
with sales consultant
I enquire about customer Infiniti visit
perception as well as customer further
needs or wishes
I propose Inifiniti Excellium facilities and
invites to lounge if necessary
I bring back the coat
I help the customer to put his coat on if
desired
I walk him back to the door
I open the door
I thank him for his visit
I check there is a next step : when will
we have the pleasure to see you again
If it is raining, I escort customer back to
his car with an umbrella
Thank you