Product Expert
Sheraton, Cairo
Product Expert
Sheraton, CairoPosted 5 days agoJob Details
Skills And Tools:
Job Description
The Product Expert is the central product and equipment specialist.
He/she has to demonstrate and explain particular equipment, its function, and its operation to visitors/ customers by guiding them clearly and in an inspiring way.
Thereby gives the customer orientation on the MB product world.
Together with the rest of the retail team, the Product Expert contributes to a superior customer experience and improves customer satisfaction.
His/her product knowledge is the perfect basis for the competent support of customers in terms of (complex/complicated) technical vehicle features.
His/her enthusiasm for Mercedes-Benz vehicle equipment is noticeable by any customer who is in discussion with her.
The Product Expert has a purely advisory role and does not execute any sales activity. Nevertheless, the Product Expert contributes to the successful purchase by providing accurate assistance.
Job Requirements
- Explanation and demonstration of particular equipment, its function, and its operation to visitors/customers by guiding them clearly and in a convincing way that inspires enthusiasm.
- Examination of the consultancy pool as well as acceptance or rejection of a request by using the Matching Tool.
- Proactive reception entering visitors/customers and assessment of their concerns.
- Provision of an (initial) overview of the Mercedes-Benz products based on the visitors’/customer’s interests and preferences.
- Introduction of Mercedes me, explanation of its advantages and creation of “me account”, if desired.
- Conduction of pre-configurations; if the customer has already preconfigured a vehicle, the Product Expert will upload it using the online code and adapt it together with the customer.
- Visualization of a customer-individual vehicle configuration in case the Salesperson needs support.
- Selection of the consulting room and its design as required by the individual situation.
- Provision of detailed information and product consultation or demonstration of the functionalities.
- Usage of digital media elements for information or product consultation.
- Preparation and execution of the vehicle handover, if requested by the Salesperson.
- Conduction of the 'second handover', which addresses individual questions and needs of the customer.
- Conduction of product FAQ sessions which include answering customer questions, demonstrating the assistance systems and taking advantage of cross/ up-/ on-selling opportunities.
- Responsibility for the information and product consultation in case of upcoming events (such as Tech Nights).
- Support the Star Assistant with welcoming visitors/ customers and assessment of their concerns during peak times.
Conduct Test Drive
- Responsibility for the execution of a test drive if a visitor/customer wants a test drive purely for information purposes (no assigned Salesperson!) or the Salesperson requests the Product Expert for support
- Clarification of all relevant test drive details.
- Offering of used vehicle evaluations.
- Preparation of the test drive procedure (provide test drive vehicle).
- Explanation of the test drive procedure and the test drive vehicle.
- Conduction of the accompanied test drive and subsequent summary of the test drive experience. If desired, he carries out a further product consultation.
- In case of a not-accompanied test drive, the visitor/customer conducts the test drive on his own while the Product Expert ensures the personal reception of the test drive vehicle and summarizes the test drive experience. If desired, he carries out further product consultations.
- Handover of the visitor/ customer to the (already assigned) Salesperson in the case of a purchase interest.
