Sales Consultant

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 product 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 in 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 a dynamic situation

Job Designation/Field of Work:

1 Meeting and Greeting

• Proper greeting of customers 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 conversations 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 the requirements
• Provide estimation of the 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 the customer after static or/and dynamic demonstration

4 Presentation of the offer

• Present offer of the right match to customers' needs
• Present other packages ( accessories packages)
• Discuss and clarify the terms and conditions of the 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 the new vehicle

• Inform all internal parties of scheduled delivery
• Preparation of vehicle delivery 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 the 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. Autoline)
• Performing CRM, i.e. keeping regular contact with customers and prospects (e.g. birthday cards,

anniversary cards, etc)

• Keep a track record of walk-in, telephone inquiry of customers and prospect

10 E-Dealer Updating

• Enter prospect details in e-dealer within 24 hrs of contact with a prospect
• Update all the follow-up and test drive details in the e-dealer within 48 hrs' time