Discussion

Sales Consultant

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Job Designation/Field of Work:

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

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)

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

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)

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

Closure of sale

· Prepare all necessary documents

· Explain sales contract, record details properly and review with customer

· Obtain confirmation

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

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.)

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

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