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 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 CBU 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 specific CBU 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 CBU 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. 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 system within 24 hrs of contact with prospect

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

Basics: Any Bachelor degree

o Experience (type of): 2-5 years experience is sales (with at least 2 years in automobile sales)

o Specialized Knowledge: Communication skills, analytical skills, Negotiation skills, basic computer skills, team player, ability to work in dynamic situation

1. Statutory Benefit 

2. Accidental Policy 

3. Incentive