Sales Consultant

Mercedes-Benz India Pvt. Ltd.; Pune City; On-site; INR 300,000 - 600,000; Full time

Job summary

A leading company in the automotive industry is seeking a sales specialist to enhance customer interactions and deliver exceptional service. This role involves greeting customers, analyzing needs, presenting vehicles, and ensuring satisfaction through post-delivery follow-ups. Ideal candidates will possess excellent sales techniques and communication skills, contributing to a seamless customer experience.

Qualifications

• Experience in a customer-facing sales role preferred.
• Ability to analyze customer needs and provide relevant solutions.
• Strong communication and negotiation skills.

Responsibilities

• Greet and assist customers effectively.
• Conduct vehicle demonstrations and follow up on sales.
• Manage customer relationships and feedback.

Skills

Customer Service

Sales Techniques

Communication

Tools

CRM Software

IT Tools

Job description

· Proper greeting of customers in showroom or field areas.

· Introduction of self and offering a business card.

· Assist customers when the requested salesperson is not immediately available.

· Offer refreshments, child care, or guidance to other products and services if required.

2. Analysis of needs and requirements

· Observe customer conversations to identify requests, needs, and desires.

· Use questioning techniques (open, target, close questions) to check, discuss, and clarify needs.

· Capture prospect details in a "Prospect card".

· Recommend products based on needs analysis that meet customer requirements.

· Provide estimates of the sales process, including lead time for product arrival.

3. Product demonstration (static and dynamic)

· Relate features to advantages and benefits for customers.

· Provide proof of benefits through test drives, literature, data, etc.

· Conduct static demonstrations.

· Perform dynamic demonstrations/test drives with planned routes and professionalism.

· Discuss experiences with customers after demonstrations.

4. Presentation of offer

· Present offers that match customer needs.

· Present additional packages (e.g., accessories).

· Clarify terms and conditions, especially promotional offers.

5. Handling objections/difficult customer interactions/negotiation

· Focus argumentation on customer benefits and value for money, not just price.

· If no solution is available, communicate with the manager.

6. Closure of sale

· Prepare all necessary documents.

· Explain the sales contract, record details accurately, and review with the customer.

7. Delivery of new vehicle

· Inform internal parties of the delivery schedule.

· Prepare vehicle delivery documentation.

· Inspect the vehicle and confirm delivery time with the customer.

· Present and explain vehicle features, celebrate delivery.

· Obtain receipt of the vehicle from the customer.

· Ensure company receives payment.

· Introduce the customer to the service advisor.

8. Post-delivery follow-up

· Plan follow-ups at 3 hours, 3 days, 1 month, and every 6 months.

· Collect customer feedback and document it in the e-dealer system.

· Remind customers of service schedules.

· Promote company activities related to new product launches and campaigns.

· Make cost-effective recommendations to gain customer trust.

· Maintain ongoing customer relationships through regular contact, event invitations, magazine mailing, and assistance offers.

9. Build and expand customer database

· Perform all showroom duties.

· Attend sales and marketing activities.

· Prospect new customers via direct mailing, cold calls, visits, and referrals.

· Use IT tools (e.g., Autoline) to track prospects and customers.

· Conduct CRM activities, such as sending birthday or anniversary cards.

· Record walk-ins and telephone inquiries.

10. Data entry and follow-up

· Enter prospect details into e-dealer within 24 hours of contact.

· Update follow-up and test drive details within 48 hours.

Note: If a separate e-dealer executive is present, fill out the prospect card and hand it over accordingly.