Department: Sales

Reports To: Sales Manager

 Be friendly, professional and efficient when working with all customers, both on the phone and in person.   

Position Information:  The Customer Service Representative is directly responsible for selling at dealership gross profit, volume and customer satisfaction standards. 

Duties and Respnsibilities: Realize that business is built on customer satisfaction and devote him/herself to guaranteeing satisfaction to customers.

Follow the Thomas Process on each customer opportunity.

Determine each customer's vehicle needs by asking questions and listening.

Demonstrate new vehicles (includes test drives).

Deliver new vehicles to customers.  This process ensures that the customer understands the vehicle's operating features, warranty and paperwork, and it lays the foundation for customer loyalty.

Take incoming phone calls.

Place follow-up and reminder calls.

Attend sales meetings.

Maintain an owner follow-up system that encourages repeat and referral business and contritributes to customer satisfaction.

Maintain a prospect development system with 8 prospect calls per day.

Keep abreast of new  products, features, accessories, etc., and their benefits to customers.

Establish personal income goals that are consistent with dealership standards of productivity, and devise a strategy to meet at least 12 units per month.

Report to the Sales Manager regarding objectives, planned activities, reviews and analysis.

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 the technological changes of the product.

Know and understand equity and values, and be able to explain depreciation to the customer.

Know and understand the federal, state and local laws that govern retail auto sales.

Introduce customers to the service department personnel to emphasize to customers the quality and efficiency of the dealership's service operations.

 Department: Service

• Wash vehicle exterior, using cleaning solution, water, cloths, and brushes.
• Apply wax to auto body, and wipe or buff service to protect surface and preserve shine, using cloth or buffing machine.
• Vacuum interior of vehicles to remove loose dirt and debris, using vacuum cleaner.
• Clean upholstery, rugs, and other surfaces, using cleaning agents, applicators, and cleaning devices.
• Apply revitalizers and preservation agents to vinyl or leather surfaces and treat fabrics with spot and stain-resistant chemicals to preserve and protect interior components.
• Clean engine and engine compartment with steam-cleaning equipment and various cleaning agents to remove grease and grime.
• Apply special-purpose cleaners to remove foreign materials which normal cleaning procedures do not remove, utilizing experience and judgment and following recommendations of the product’s manufacturer.
• Paint engine components and related parts, using spray gun or aerosol can and masking materials.
• Apply paint to chipped body surfaces of vehicles, using touch-up paint.
• Apply dyes and reconditioning chemicals to vinyl tops of vehicles to restore color and condition.

Position Information: The Sales Consultant is directly responsible for ensuring customer satisfaction standards are met and producing at a volume level per month as established by the Company. 

Duties and Responsibilities:

• Realize that business is built on customer satisfaction and devote him/her self to guaranteeing satisfaction to customers.
• Follow the Thomas process on each customer opportunity.
• Determine each customer’s vehicle needs by asking questions and listening.
• Demonstrate new vehicles (includes test drives).
• Deliver new vehicles to customers.  This process ensures that the customer understands the vehicle’s operating features, warranty and paperwork, and it lays the foundation for customer loyalty.
• Attend sales meetings.
• Maintain an owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.
• Maintain a prospect development system with prospect calls per day as established by the Company.
• Keep abreast of new products, features, accessories, etc., and their benefits to customers.
• Establish personal income goals that are consistent with dealership standards of productivity, and devise a strategy to meet at least minimum number of units per month as established by Company.
• Report to the 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 the technological changes of the product.
• Know and understand equity and values, and be able to explain depreciation to the customer.
• Know and understand the federal, state and local laws that govern retail auto sales.
• Introduce customers to the service department personnel to emphasize to customers the quality and efficiency of the dealership’s service operations.

Department: Sales