Sales Consultant

The Sales Consultant is to sell new Mercedes-Benz vehicles as well as optional extras, accessories, financial services and mobile services. 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. He is responsible for his sales territory and manages it in a professional manner.

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)
• Based on needs analysis, recommend a product that meets requirements
• Provide estimation of product sales process (lead time for product arrival)

Product presentation and 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 days – 30 days – 90 days)
• 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