Essential Job Functions:
To do the job satisfactorily, the employee must fulfill the functions below.
Job Standards: The following indicators are Minimum Acceptable Standards for each of the essential job functions and must be attained and maintained for the employee to satisfactorily meet the requirements of the job.
Acquire and maintain adequate product knowledge
Be able to verbalize all basic features and benefits of all models. Effectively sell all body styles and engines as required by sales management. Have basic knowledge of the features and benefits of the competition. Effectively use demonstration drives to reinforce product features. Know inventory completely, whether in-stock or in process. Participate in manufacturer's and dealership's training programs, product seminars, competitive comparison meetings and other training programs as assigned by managers. Keep up to date with required manufacturer training.
Obtain and maintain high customer satisfaction scores
Treat all customers in an enthusiastic, courteous and helpful manner and strive for complete customer satisfaction at all times. Review manufacturer's survey with customer during new car delivery, explain the questions and ask whether there is anything we need to do to receive the highest score on each question. Promptly follow-up with customers and fully answer their questions or address their concerns, seek assistance if necessary or appropriate. Obtain and maintain customer satisfaction scores at or above the area level.
Demonstrate professional personal behavior
Dress appropriately as defined by dealership policies and procedures and refrain from smoking on company property. Assist customer within one minute of entry to the dealership. Deal honestly and accurately with customers and management 100% of the time. Complete all required paperwork in a precise and timely manner, as defined by dealership procedure. Act in compliance with dealership policy regarding customer follow-up, customer turnover, prospecting, hours, etc. Assist prospects in securing all desired consumer protection guides.
Generate and maximize unit sales
Plan and establish goals with management and periodically compare results. Effectively cultivate market segments through continued awareness of self, dealership, and product. Achieve sales volume goals/objectives set between self and management and obtain satisfactory grosses as defined by dealership policy.
Maintain an effective owner follow-up and prospect system
Follow Dealership required system of owner follow-up that will encourage referral purchases. Contact potential customers as soon as possible within receiving referral. Use phone, mail, e-mail, internet, civic organizations, personal advertising, and other approved forms of communication to seek prospects. Participate and follow procedures of sales department. Maintain contact with your lease customers and contact them as the end of the lease approaches, as assigned by management.
Understand selling and utilize the selling process
Demonstrate ability to knowledgeably discuss company sales, credit, parts and service policies. Fill out traffic control sheets properly. Demonstrate profitable use of floor time so that at least 25% of floor contacts and 50% of prospects are effectively closed. Set up deliveries so they do not conflict with floor time schedule. Follow up on prospects within one day. Promote the sale of finance, insurance and service contracts. Present 100% of customers to the Financial Services Consultant for presentation of other services and products and final paperwork. Check condition of vehicle 100% of time prior to delivery, leaving time for corrective servicing if required. Ensure that environmental quality paperwork and stickers are in order. Deliver 100% of vehicles personally sold. Give each customer a proper delivery, including introducing them to our service and parts departments.
Perform other tasks as directed
1. This is not necessarily an exhaustive list of duties. While the list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances so warrant (e.g., emergencies, changes in personnel, work load, and rushes).