Job description : Relationship Executive (Sales Executive)
Objectives of the job :
The Sales Consultant is to sell new Mercedes-Benz vehicles as well as optional extras, accessories, financial services, Insurance. He represents the brand, provides excellent customer service and is the key contact between the customer and the company. The salesperson has to establish and maintain a personal and life long contact and relationship with the customer, thus achieving high customer satisfaction and keeping them loyal to the brand. He provides the customer information and solutions on products and services to meet their needs and desires. He meets sales targets with high customer service standards.
Qualification :
- Basics: Any Bachelor's degree
Experience (type of): 2-5 years experience is sales (with at least 2 years in automobile sales)
Specialized Knowledge: Communication skills, analytical skills, Negotiation skills, basic computer skills, team player, ability to work in dynamic situation
Job Designation/Field of Work:
1 Meeting and Greeting
Proper greeting of customer in showroom or field areas
Introduction of self, offer business card
Assist customer when the requested salesperson is not immediately available
Offer refreshment, child care or guidance to other products and services if required
2 Analysis Of Needs And Requirements
Observe customer's conversation to find out requests, needs and desires
Check, discuss and clarify needs by using questioning techniques (open, target and close questions)
Capture prospect details in Prospect card
Based on needs analysis, recommend a product that meets requirements
Provide estimation of product sales process (lead time for product arrival)
3 Product demonstration (static and dynamic)
Able to relate features to advantages and benefits for customers
Provide proof of the benefits (e.g. test drive, literature and data, etc)
Static demonstration
Perform dynamic demonstration/ test drive with planned route and professionalism
Discuss experiences with customer after static or/and dynamic demonstration
Present offer of the right match to customers needs
Present other packages ( accessories packages)
Discuss and clarify terms and conditions of offer (especially promotional offers)
5 Handling of objections/ difficult customer interface/ negotiation
Argumentation focused on the customer benefits and not on the price (value for money)
If the salesperson has no solution, communicate with the manager
6 Closure of sale
Prepare all necessary documents
Explain sales contract, record details properly and review with customer
Obtain confirmation
7 Delivery of new vehicle
Inform all internal parties of schedule delivery
Preparation of vehicle deliver documentation
Inspect vehicle and confirm delivery time with customer
Present and explain all features of the vehicle, celebrate the delivery of the car
Obtain receipt of vehicle by customer
Ensure that the company received the payment
Introduction to the service advisor
8 Follow-up after delivery, build and enhance customer relationship
Plan follow-up after vehicle delivery (3 hr, 3day, 1 month, every 6 month)
Collect customer feedback on the overall sales experience and document it in e-dealer
Reminder of service
Promotion of company's activities in relation to new product launch, car sales campaign and service campaign
Make the appropriate recommendation which is cost effective to the customer to gain customer's trust
Continuous maintenance of customer relationship by regular contacts to customers, invitation of customers to events, mailing of Mercedes-Benz magazine, offer of assistance (e.g. for service bookings, etc.)
9 Build and expand customer database
Perform all showroom duties
Attend sales and marketing activities
Active prospecting of new customers through direct mailing , cold calls, cold visits/canvassing and referrals
Using available IT database tool to keep track of own prospects and customers (e.g. Auto line)
Performing CRM, i.e. keep regular contact with customers and prospects (e.g. birthday cards, anniversary cards, etc)
Keep track record of walk in, telephone enquiry of customers and prospect
10 Data Updating
Enter prospect details in the system within 24 hrs of contact with prospect
Update all the follow-up and test drive details in system within 48 hrs time
