Sales Consultant

Job Designation/Field of Work:.

1- Reception of customers.

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 customers 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.

4- Presentation of offer.

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 companys 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 customers 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 Autoline).

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.

E-Dealer Updating.

Enter prospect details in e-dealer within 24 hrs of contact with prospect.

Update all the follow-up and test drive details in e-dealer within 48 hrs time.

Note: In case dealership is having a separate e-dealer executive , fill the prospect card and handover the same to e-dealer.