SPECIALIST

Description (JD):

Reporting Manager

General Manager - Personal

Location

Dealership Location (Pan India)

Education & Experience

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Any Graduate

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Minimum 7 years of experience in Sales domain with Min 5 yrs in Automobile Industry (Personal Segment)

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Knowledge about automobile industry (esp. ADAS, Connected Car features) is a must

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Tech Savvy, Automobile passionate

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Conversant with social media applications and MS Office

Minimum Requirement

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Driving License

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4 Wheeler Driving

Responsibilities

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Deliver excellent service to Mahindra customers by seeking to understand their needs, identifying ownership opportunities, presenting products and services, and educating customers on relevant ways to buy products.

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Have meaningful conversations and engage tech savvy customers through the tech aspects of Mahindra products (Adrenox, ADAS, Connected Care Features, Blue Sense App), leading to greater customer satisfaction

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Support your peers throughout the dealership as needed by sharing knowledge about Mahindra’s products, services and purchase options, and assist in offering ownership opportunities.

Key tasks would be:

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Provides excellent customer service by listening to customer inquiries and requests, asking questions to identify needs, resolving customer concerns, and sells additional services when appropriate

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Understand and proactively stay up to date on Mahindra’s products, services, purchase options and follows the Sales Process defined while interacting with customers (High 5, SANKALP 2.0)

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Provide experiential test drive and demo to the customers, and clear all customer queries on product and Technical features

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Support your peers by sharing knowledge about products, services and purchase options, and assist in offering ownership opportunities.

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Sells accessories/ customization by understanding the need of customer and pitching appropriately

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Sells Insurance and Finance products

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Participate and drive activities to generate enquiries

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Uses all digital aids effectively in customer interaction to drive a superior customer experience (7”, 10” tab, ISVR, BSH, TDAA, Sales Genie)

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Delivers vehicle to customers in a positive and memorable way

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Identifies repeat customers and treats them accordingly

• Personalise solutions based on customer needs, and effectively communicate them.

• Work in a fast-paced environment, often supporting multiple customers at the same time.

• Work in a team environment, demonstrating shared responsibility and accountability with other team members.

• Be curious and open to learning from others and helping each other grow.

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Maintains composure and courtesy in dealing with customers and fellow employees

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Maintains an effective customer contact system that encourages new, repeat, and referral business

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Keeps up-to-date on Mahindra products and competitor products

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Tracks competition performance for his assigned territory

Key competencies required in ‘Specialist’

Competency

Definition

Product, Competition & Process Knowledge

- Ability to demonstrate the knowledge (features, advantages, benefits, value proposition) of Mahindra products, systems, VAP & Accessories and that of key competitors , in order to establish Mahindra products' value proposition in the minds of the Customers. - Ability to identify the mobility needs of the Customer and correctly pitch a Mahindra product suited to the Customer's needs and make a compelling sale.

Market Acumen

- Ability to seek market information from a wide variety of sources - competition, customers, news, team members and friends. Keenly observes the changes in customer behaviors and understands their buying behaviors and mobility needs.

Customer Focus

- Ability to execute all the steps of the Sales Process with discipline in order to deliver a differentiated Customer Experience. Treats Customers with Attentiveness, Warmth and Empathy. Ensures that escalated Customer Concerns are addressed and takes the steps to ensure that concerns are not repeated.

Execution Excellence/Sales Acumen

-Ability to use all the Sales enablers ( Digital Sources, Exchange Business, Rural, Accessories ) to generate the required number of quality enquiries and in turn sales. - Ability to plan for the targeted sales in the required timeframe. Executes Market Activities with quality. - Ability to look at one's own performance in the past and take action to correct any gaps.

Digital Acumen

Ability to know how to leverage digital platforms such as mobile devices, social media and e-commerce platforms to drive sales & customer connect

Networking

Enjoy meeting new people and realize the power of networking. Closely connected with latest trends by physically participating in local events or following blogs, news portals and forums. Part of hobby groups and communities. Part of local communities or has contacts (e.g. local off-roaders, influential owners, modifiers etc.)

Personable

-build a long term and meaningful relationship with Customers and Stakeholders. -deal with conflict and emotional situations tactfully. - get along with others and is able to connect with people of different age groups easily

Resourceful

- Ability to shift gears if a sale isn’t going the way that he has envisioned. Instead of just taking “no” as an answer, he will attempt a different approach by using his creativity or by pitching other Mahindra product, hence takes the relationship to a logical conclusion

Passionate

Enjoys and take great pride in his work. Likes to talk and flaunt about his work – considers an extension of personality

Collaborative

Proactively helps other Sales Consultants with Technical queries of customers and resolves their concerns