Sales Executive

Job Description

Build rapport and qualifies the customer’s requirements

• Talks and listens to customers to build rapport and understand their requirements – both their stated and unconscious needs
• Qualifies own understanding of the customer's needs – through discussion and gauging the customer’s reaction to alternative options – to build the closest possible match between the product and customer
• Demonstrates the most suitable options to the customer, understanding and adapting to their buying strategy and encouraging them to experience the product (e.g. test drive)
• Uses a good understanding of the customer’s needs to guide him/her towards the best choice for them

Agrees the deals of the sale

• Appraises the customer’s part exchange vehicle (checking documentation and obtaining quotes for any paint or repair work), agreeing a purchase price with the Sales Manager
• Reviews accessories and additional product options with the customer • Uses interactive screen based systems to help tailor the product offering to the customers’ specification or demonstrate used car market prices
• Agrees the sale price in an open and friendly manor
• Introduces the Business Manager or agrees the payment method and any finance arrangements with the customer direct, working within company guidelines
• Finalises the details of the sale and presents the Vehicle Passport to the customer, encouraging him/her to read it thoroughly before taking delivery in order to establish any questions to be asked at the handover

Co-ordinates order and delivery

• Liaises with Sales Administration to ensure product availability fits with customer's expectations, places the order, updates customer records and schedules any complementary Services/additional work to be completed on the vehicle.
• Works with Sales Administration to confirm delivery date, notify the customer of any changes to the original schedule and arrange the handover

Builds the relationship with the customer during and following handover

• Meets the customer to personally hand over the vehicle following the 3-Step handover process and build the relationship further by answering any questions.
• Introduces the Service Manager or other colleagues (e.g. other members of the Service team) to the customer at vehicle handover for future contact
• Ensures that each delivery is followed up with a personal call to check the customer is happy. Maintains contact with customers to build relationships and future business

Develops relationships to win new business

• Plans and organises own daily selling activity – for example by telephoning sales prospects (previous/existing customers or general enquiries) to obtain new business

Works as a full member of the Centre team

• Works with colleagues and other teams across the Centre to provide a seamless service to customers (e.g. by informally observing and responding to the needs of customers who are not being attended to by other members of staff)
• Ensures opportunities for sales by other teams are followed up by the most appropriate specialist e.g. fleet sales
• Maintains the showroom environment and displays to agreed guidelines, including the presentation of used car point of sale data

Key Success Criteria

• Vehicle sales volumes and margins
• Accessory and parts sales
• Customer satisfaction
• Customer retention (e.g. new sales to existing customers)
• Teamworking across the Centre (e.g. Service and Parts)

Personal Attributes

• Good standard of education with a qualification in Maths and English
• Previous experience of customer service delivered to a high standards
• Excellent communication, administrative and organisational skills
• Excellent customer service/people skills
• Polite, calm and approachable persona
• Must be a team player
• Ability to work on own initiative or with minimum supervision
• Must have flexible ‘can do’ approach

Desirable

• NVQ Lv2 or higher in customer service/retail
• Previous sales experience
• Previous car sales experience