Guest Experience Champion

Haritash Group; Faridabad District; On-site; INR 600,000 - 900,000; Full time

Job summary

Haritash Group is seeking a frontline sales professional in India to drive vehicle sales and value-added services. You will interpret guest needs, present appropriate vehicle options, and lead demonstrations and test drives to convert inquiries into bookings with excellence in customer service.

The role emphasizes objection handling, data accuracy on ERP, and coordination with Finance, Insurance, RTO, and other teams to ensure timely delivery and a WOW guest experience at every touchpoint.

Qualifications

• Experience in automobile sales or guest handling.
• Premium dealership experience is an advantage.
• Basic automobile knowledge and market awareness.
• Strong communication and relationship-building skills.
• Ability to handle objections and close sales.

Responsibilities

• Achieve monthly sales goals and value-added sales (VAS) objectives.
• Understand guest needs and recommend suitable vehicles.
• Explain product features, benefits, pricing, and offers.
• Conduct engaging vehicle demonstrations and test drives.
• Handle guest queries, objections, and competitor comparisons.
• Manage enquiries, follow-ups, bookings, and conversions.
• Ensure a smooth end-to-end guest journey, from first contact till vehicle delivery.
• Maintain accurate and correct guest details on ERP and update data timely.
• Ensure high guest satisfaction and follow dealership SOPs.
• Coordinate with Finance, Insurance, RTO, and other teams for timely delivery.

Skills

Need analysis

Consultative selling

Negotiation

Closing skills

Test drive handling

Lead management

Digital tools usage

Customer relationship

Tools

ERP systems

CRM tools

Job description

To achieve sales goals by understanding guest needs, presenting suitable vehicle and variant options, conducting product demonstrations and test drives, handling objections, and ensuring a seamless end-to-end guest journey while maintaining high guest satisfaction and maximizing value-added sales.

Key Responsibilities

• Achieve monthly sales goals and value-added sales (VAS) objectives.
• Understand guest needs and recommend suitable vehicles.
• Explain product features, benefits, pricing, and offers.
• Conduct engaging vehicle demonstrations and test drives.
• Handle guest queries, objections, and competitor comparisons.
• Manage enquiries, follow-ups, bookings, and conversions.
• Ensure a smooth end-to-end guest journey, starting from first contact till vehicle delivery.
• Maintain accurate and correct guest details on ERP and update the data timely.
• Ensure high guest satisfaction and follow dealership SOPs.
• Coordinate with Finance, Insurance, RTO, and other teams for timely delivery.

Key Performance Indicators

• Sales Goals Achievement: Monthly vehicle sales Goal.
• Lead Conversion: Enquiry-to-booking and booking-to-retail conversion.
• Test Drive: Number of test drives and conversion rate.
• Value-Added Sales: Finance, insurance, accessories and other VAS performance.
• Guest Satisfaction: CSI scores and guest feedback.
• Guest Follow-up: Timely follow-ups and lead management.
• Delivery Experience: Timely delivery and guest satisfaction through WOW experience.
• Process Compliance: Adherence to dealership SOPs and ERP updates.
• Guest Engagement: Quality of guest interactions and relationship building.

Qualifications & Competencies

• Experience: Automobile sales or Guest handling preferred. Premium dealership experience is an advantage.
• Functional Skills: Basic automobile knowledge, automobile market awareness, Need analysis and consultative selling, Vehicle demonstration and Test drive handling, Objection handling, Negotiation and closing skills, Tech savvy or digital tools usage, and Lead management.
• Behavioral Competencies: Effective communication and interpersonal skills, Guest orientation and relationship building, Goal orientation and result focus, Confidence, Team work and problem solving, Professional behavior and positive attitude.

Working Requirements & Key Stakeholders

• Achieve goals, manage enquiries and follow-ups, and maintain professional grooming and guest-handling standards.
• Internal: Sales, Finance, Insurance, RTO, and GRM Teams. External: Guests and OEM Representatives.