Primary Responsibilities Ø Brand Related Communication o Communicate all brand related stories to customers as and where need arises o Engage prospects in discussion and activities on Royal Enfield bikes Ø Vehicle Sales o Make sure that the customer receives a warm welcome at the showroom, is made comfortable and is offered appropriate refreshments o Conduct need analysis with the customer, vehicle demonstration and test drives to create a unique product experience, making customers feel the need to buy an RE bike o Update customer details on the DMS on real time basis - Ensure data capture as per RECODE o Facilitating test rides in store and at home/office o Check for finance requirements, cross selling opportunities for apparel and accessories o Ensure achievement of monthly sales targets o Assist the CRE sales in carrying out lost case analysis Ø Post Booking Process o Confirm vehicle receipt in the system post PDI from PDI executive o Carry out vehicle allocation as per norms, follow up with customer for confirmation of allocation, check with customer appropriate date for invoicing o Prepare customer invoice, coordinate with customer, 3rd party finance executive for payment o Finalize delivery date with customer o Confirm with customer insurance requirements and process insurance o Ensure implementation of appropriate measures to meet the Financier penetration targets and maximize benefits from finance sales o Explain the documents and procedure required for loan approval to the customer with estimated loan approval lead time o Log in the vehicle finance cases with the required documents o Track the status of vehicle finance and update the same to the customer o Receive confirmation of full payment (or DO) from the vehicle financer / customer Ø Delivery o Plan delivery schedule based on bookings and stock availability o Liaison with the RE logistics team to ensure stock availability before delivery o Finalize the date and time for delivery and coordinate with customer o Mobilize the RTO/Insurance and Finance team on receiving booking o Follow up with customer for all transaction related documentation o Follow up of vehicle status with customer and inform in case of any delay Ø Accessories Sales o Understand or facilitate prospects' present needs, wants & desires and, basis prospect's response, suggest / pitch the right product o Ensure achievement of monthly Accessories target Ø Customer Satisfaction o Own the customer satisfaction scores for the sales process o Coordinate effectively with relevant teams and stake holders to ensure smooth execution of required processes such as Test Drives, Billing and payments, etc. Recruitment profile Ø Educational Qualifications: Graduate/ 2-year diploma Ø Industry: Auto 2 / 4-wheeler, Consumer Goods / Insurance / Banking / Retail Ø Minimum experience: Fresher Ø Profile: Passionate about bikes / RE. Aptitude for sales and ensuring customer experience Ø Passions/ Interests: Interested in Riding, travelling and exploring Ø Competencies: o Customer Relationship Management o Selling Skills and Market Knowledge o Product Knowledge / Brand Insights KPIs: Ø Customer o Top 2% In Moment Survey Feedback Rating – TR & Del separately Ø Business o Enquiry-TR Conversion (Walk-in) % o Retail Target vs Achievement o Salience of new models booking (for SC tasked with sale of new models) o MCA sale / bike (value) Ø Enabler / Operational o LMS Adoption
The sales manager leads the front-end team of consultants, manages sales and owns the retail target. He is responsible for team development and coaching. He ensures that every customer receives an excellent in-store experience. He is responsible for complaint closure in coordination with CRE and CRM. Primary Responsibilities Ø Leadership and Team Management o Develop and maintain a well-informed and motivated sales team by ensuring product and riding knowledge o Manage allocation of team targets to KPIs within the sales team on monthly basis with Dealer Principal and ASM – and review it periodically o Conduct daily morning huddle (with Sales Consultants) to review sales pipeline, and track progress towards monthly targets o Drive efforts to ensure high degree of DMS and LMS adoption within the team through accurate and timely updates (leads, test drives, training updates, assessments, etc.) o Ensure adherence to mandatory training Ø Vehicle Sales o Accountable for planning the monthly, weekly, daily targets of team o Daily planning and review of the sales team basis existing pipeline for follow-up and targets o Drive efforts at individual sales consultant’s level to ensure sales and Apparel / Accessories target achievement o Showcase strong customer orientation to ensure that the customer has a memorable and delightful brand experience through the sales process, right from first contact to final vehicle delivery o Resolving issues related to vehicle delivery in liaison with the delivery team o Conducting lost order analysis and taking corrective actions Ø Complaint Management o Actively resolve customer grievances within SLA and take follow up action to prevent recurrence as per guidance of CRM o Responsible for CSAT score target achievement for the team Ø Additional Business Generation o Ensures active participation of his team in RE marketing events to proactively establish and maintain contact with prospective customers Ø Process Adherence o Take ownership of the sales process adherence by his/her team as prescribed by RECODE o Help Delivery Manager in tracking and monitoring inventory of bikes o Ensure smooth RTO and sales deliveries within prescribed timelines Recruitment profile Ø Educational Qualifications: Graduate, Engineering/Management preferred Ø Industry: Auto [4 wheeler preferred], Banking, Insurance, Retail, Communication Ø Minimum experience: 5 years, at least 2 years as an auto sales executive Ø Profile: extensive experience in managing and leading a team, strong focus on customer experience management, adherence to processes and norms Ø Passions/ Interests: Passionate about brand Royal Enfield and motorcycling, owns/ rides one himself, interested in travelling and exploring Ø Competencies: o People Management & Leadership o Customer Relationship Management o Selling Skills and Market Knowledge o Product Knowledge / Brand Insights o Analytical Skills KPIs: Ø Customer o Top 2% In Moment Survey Feedback Rating – TR and Delivery separately o # complaints per 100 retail Ø Business o Enquiry TR Conversion % o Retail Target vs Achievement o Gear sale per delivery o MCA sale per delivery Ø Enabler / Operational o LMS adoption