Sales Consultant in Newport Beach, CA at Fletcher Jones

Date Posted: 1/14/2020

Job Snapshot

Job Description

SUMMARY

Directly responsible for selling new and used vehicles at dealership gross profit, volume, and customer satisfaction standards.

 

DUTIES AND RESPONSIBILITIES

Maintain strict confidentiality of confidential personal information of our customers in compliance with the Federal Trade Commission Safeguards Rule, implementing the provisions of the Gramm-Leach-Bliley Act as they pertain to automobile dealerships.

Meet the minimum sales quota as determined by the dealership.  Sales Consultant is expected to:

  • Realize that business is built on customer satisfaction and devote himself/herself to satisfying customers' needs and providing excellent customer service.
  • Determine each customer’s vehicle needs by asking questions and listening.
  • Treat every person calling or visiting as a buyer.
  • Give every customer a presentation and demonstration.
  • Know how to stay off price and focus on value.
  • Know how to overcome objections and close the sale.
  • Deliver new and used vehicles to customers. This process ensures that the customer understand the vehicle’s operating features, warranty and paperwork, and it lays the foundation for customer loyalty.
  • Attend sales meeting and training meetings on time. Participate enthusiastically.
  • Maintain an owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.
  • Maintain a prospect development system on sold and unsold customers.
  • Keep abreast of new products, features, accessories, etc., and their benefits to customers.
  • Keep abreast of incoming used-vehicle inventory
  • Work with the service Department to ensure that vehicles are reconditioned as expected and on schedule.
  • Establish personal income goals that are consistent with dealership standards of productivity, and device a strategy to meet those goals.
  • Report to General Sales Manager and New & Used sales Manager regarding objectives, planned activities, reviews and analyses.
  • Review and analyze actions at the end of each day week, month, and year to determine how to better utilize time and plans more effectively.
  • Understand the terminology of the automobile business and keep abreast of technological changes in the product.
  • Know and understand equity and values, and be able to explain depreciation to the customer.
  • Know and understand federal, state and local laws, which govern retail auto sales.
  • Introduce customers to Service Department personnel to emphasize to customers the quality and efficiency of dealership’s service operations.
  • Adhere strictly to all company rules, policies and procedures.
  • Maintain and project a positive mental attitude at all times.
  • Maintain a professional and business-like standard of dress consistent with the dress-code requirements.
  • Arrive at work on time and ready to work immediately.
  • Support management and fellow employees.
  • Keep work areas and offices clean and organized at all time.
  • Log all floor and telephone customers accurately.
  • Ensure all paperwork is accurate and complete.

 

  1. SELLING

Telephone Customers: Sell the Appointment

  1. Greet the customer in a positive and professional manner.
  2. Determine needs of customers and establish rapport.
  3. Obtain customer’s name and telephone number/s.
  4. Make an appointment.
  5. Log information accurately in the Advent System.

 

  1. DELIVERY
  2. Ensure all Due Bill items are ready in case of deferred delivery. Follow through on Due Bill items otherwise.
  3. Personally inspect vehicle to ensure it is properly detailed, all functions are operating and it is ready for delivery.
  4. Show customer Service and Parts Department, introduce to advisor as possible.
  5. Explain warranty, servicing and Roadside Assistance programs to customer’s complete satisfaction. (“Use Servicing Guidelines”)
  6. Explain vehicle controls and features to customers’ complete satisfaction.
  7. Make customer feel special and appreciated for their business and the opportunity to serve them.
  8. Photograph customer with new vehicle.

 

  1. FOLLOW-UP AND PROSPECTING
  2. Follow-up Unsold Customers Persistently.
  3. Follow-up Sold Customers.
  4. Develop a customer contact and follow-up system which is simple and workable to ensure ongoing communication with customer, thereby ensuring customer satisfaction,

Encouraging repeat business with the customer and earning referrals.

  1. Stick to the system.
  2. Minimum standards of personal follow-up are:

-              One Day after delivery, telephone customer (Due Bill items)

-              Three Days after delivery, telephone customer (everything ok?, CSI).

-              Five days after delivery send thank you card or letter.

-              Ten Days after delivery, telephone customer (receive card?).

-              Three Weeks after delivery send photograph with card.

-              One Month after delivery, telephone customer.

-              Every six months telephone customer.

-              Every year send a birthday card to customer.

  1. Prospecting

The primary mission of a New & Used Vehicle Salesperson is prospecting. Strive to maintain a steady supply of “hot” prospects at all times

  1. Make the most of prospect opportunities provided.
  2. Earn referrals from existing customers and referrals through consistent follow-up.
  3. Locate prospects through the Service Department by meeting service customers.
  4. Keep in regular contact with customers and orphan owners to earn their future business. Adherence to the follow-up program will ensure this.
  5. Develop personal prospecting system and work it diligently.

 

  1. GOALS AND PLANNING
  2. Be time conscious! Set a goal and then figure a method or program of action that will ensure achievement of that goal within the allocated time.
  3. Forecast your efforts and results: yearly, monthly, weekly, daily. From income goals establish how many vehicles need to be sold and therefore what effort is required, i.e. prospects, referrals, demonstrations, etc.
  4. At the end of each day, week, month and year review and analyze your results to determine ways to better utilize your time and plan more effectively.
  5. Review with management regularly objectives, planned activities, effort and results.
  6. You are required to make an average of 400 phone calls per month. These must be legitimate phone calls, not simply leaving messages.
  7. You must send a minimum average of 200 legitimate email correspondence each month.

 

  1. SELF DEVELOPMENT

As a professional, a New & Used Vehicle Salesperson must always strive to improve selling skills and product knowledge.

  1. be thoroughly familiar with the whole range of Mercedes-Benz products, primarily new models and dominant used models.
  2. be thoroughly familiar with competitive products and how to sell against them.
  3. Learn to identify prospects’ motives, needs and the best sales approach for hat prospect.
  4. Learn to take control and once the customer’s needs are clearly established, settle the customer on a specific vehicle quickly.
  5. Develop interesting and effective presentations and demonstrations, with ability to tailor each customer’s interest and needs.
  6. Learn to close the sale properly:

-              become skilled at least seven (7) closing techniques; and

-              learn to stay off price and sell value

 

 

Job Requirements

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

EDUCATION and/or EXPERIENCE

High school diploma or the equivalent. Valid in-state driver’s license. Ability to sell a minimum quota according to dealership standards.

 

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

 

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of his job, the employee is regularly required to stand, walk, and talk or hear. The employee is occasionally required to sit. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.  May be required to lift 25-50lbs.

 

WORK ENVIRONMENT

Will stand and move throughout the dealership facility (lot, showroom, service department, and offices) for most of the shift. Will spend time outdoors showing vehicles to prospective customers and to drive vehicles in traffic during test drives. Evening, holiday, and weekend hours will be required.

 

NOTE

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, change in personnel, work load, rush jobs, or technological developments).