Ensure customer awareness of all products and services available.
Sell additional products, services and repair work as appropriate to customer needs and in accordance with individual and/or team targets.
Understand features and benefits of products and services and promote these accordingly. ? Undertake prospecting to generate additional business.
Accurately maintain departmental systems including (but not limited to) customer records, job documentation, alternative transport and customer follow-up systems.
Carry out relevant preparation for the customer?s visit (eg. pre-calls; print job cards; field campaigns, DISS reports, TPI?s (Technical Product Information) etc.) in line with service core process, updating documentation accordingly.
Offer extra services to every customer, including a vehicle health check (VHC), bringing their attention to any relevant current service offers, linking to relevant benefits such as safety.
Visually inspect customer vehicles and loan cars, documenting any damage where relevant. ? Provide customer estimates calculating accurate charges for all parts, labour and service repairs. ? Promptly prepare and explain invoices following completion of work, ensuring charges/details are accurate. ? Verify and obtain copies of documentation where relevant, such as customer?s driving licence or insurance documents when issuing loan cars.
Gain prior authorisation from the customer for completion of work, including signatures as required. ? Receive and process payments promptly and in accordance with company procedures. ? Document all warranty work as per the manufacturer?s requirements and company policy. ? Meet all deadlines as set by your line manager, the company or the manufacturer.
Objective: Maximize service profitability through the use of professional sales techniques
Sell additional products, services and repair works in a professional manner
Objective: Maximize customer awareness of all available Retailer services
Ensure customer awareness of all products and services available
Approach all customers and assist with requests, including requests regarding parts, vehicle sales and repair ? Maintain effective liaison with sales, parts and workshop teams
Ensure the tidiness of the reception desk to promote the professional image of the retail facility and that all displays / promotions, prices, materials etc are current and in first class condition
Objective: Ensure highest level of customer care and satisfaction at all times
Maintain a presence at the service reception desk, ensuring that all customer queries (whether in person or on the telephone) are answered or dealt with immediately
Answer customer?s questions regarding technical problems in a manner that is easily understood and does not use excessive jargon, or find the appropriate member of staff to do so
Notify customers promptly of completion of work
Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed ? Handle dissatisfied customers calmly and all customer complaints to be brought to the attention of the Service Manager
Maintain high levels of customer satisfaction whilst maximising profits.
Ensure that all customers are received promptly, courteously and professionally at all times. ? Conduct a thorough qualification to understand customer needs and requirements.
Communicate clearly, courteously and promptly via appropriate media.
Provide clear, tactful advice and explanations to customers, checking their understanding. ? Ensure that all customer requests and queries are acknowledged and dealt with or forwarded to an appropriate person promptly.
Keep customers informed in relation to the progress of repairs, services or any general queries. ? Manage the handover of the vehicle to the customer, providing them with a clear explanation of the works carried out on the vehicle ensuring that they have a full understanding, using non-technical language where appropriate.
