Ensure highest degree of customer satisfaction to achieve customer loyalty
Ensure customer awareness of options, accessories, extended warranty and finance facilities
Help Retailer to achieve industry-leading standards of customer care and process efficiency
Objective:
Sell maximum number of vehicles possible
Achieve and strive to exceed all monthly and annual sales and associated product targets as set by the Sales Manager / Operations Manager
Record each sales opportunity, contact and follow-up accurately onto a daily activity control sheet
Assist the Sales Manager / Operations Manager in planning sales campaigns and promotions to maximize sales
Keep up-to-date on competitors products, prices and specifications
Introduce and follow-up suitable sales prospects
Objective:
Achieve maximum profitability on sales
Conduct accurate and fair used vehicle appraisals for final valuation with the Sales Manager / Operations Manager
Ensure all payments for vehicles are complete for each transaction
Negotiate sales for maximum profitability within limits of authority
Objective:
Ensure highest degree of customer satisfaction to achieve customer loyalty
Ensure that all invoices, statements and other communications to customers are clearly comprehensive and have been explained verbally
Consult with customers to discover and understand their needs and address customer hesitation and resistance appropriately
Approach and receive customers promptly and courteously at all times
Ensure pre-delivery inspection and any sanctioned repairs / servicing are carried out and that customers are notified of delays, changes in requirements and specification of the vehicle outstanding to ensure a satisfactory vehicle handover
Handle dissatisfied customers calmly, resolve complaints with sensitivity and involve the Sales Manager / Operations Manager when needed
Objective:
Ensure customer awareness of options, accessories, extended warranty and finance facilities
Ensure timely and accurate completion of finance proposals and documentation
Ensure extensive and up-to-date knowledge regarding pricing, options, warranties, colors, standard equipment and specifications etc
Objective:
Help Retailer to achieve industry-leading standards of customer care and process efficiency
Plan and prepare for the daily sales meeting and conform with Retailer reporting requirements
Ensure the details of vehicle transaction are accurately documented and registered with the Sales Administration office
Maintain internal and external vehicle displays and showroom staffing levels in line with Volkswagen policy
Operate a share best practice policy
Customer Service Focus
Approach every situation with a desire to understand and deliver
Listen effectively and communicate clearly
Use every contact with the customer to build a relationship
Take responsibility for ensuring nothing is left to chance
Operational/Commercial Focus
Implement a sales plan
Identify and generate selling opportunities
Establish and match customer needs
Conduct sales
Appraise used vehicles
Value used and part exchange vehicles
Make a sales presentation: static
Make a sales presentation: test drive
Negotiate sales
Handover the vehicle
Manage the customer relationship
Contribute to the collection and use of marketing information
Use technology effectively
Plan and organize personal work schedule
Forecast, monitor and evaluate personal sales performance
Contribute to effective working
Contribute to improved sales processes
Business Focus
Work with other areas of the business to improve Retailer profit and customer care
Appreciate the impact of wider issues on the Retailer and customer
