Niello Volkswagen - Sales Client Advisor

Sacramento, CA

Qualifications:

  • High School Diploma or Equivalent
  • Driver’s License
  • Clean DMV

Other:

  • Ability to read and comprehend instructions and information.
  • Professional personal appearance.
  • Excellent verbal/written communication skills.
  • Ability to meet company’s production and quality standards.
  • Basic Technology Skills (Email, Microsoft Office, Mobile Device etc.)

 General Expectations:

  • Devote himself/herself to ensuring satisfaction to customers.
  • Determine management, production and quality requirements by asking questions and listening.
  • Attend company meetings as required.
  • Maintain a follow-up system that encourages follow through with assigned projects. This includes designated CRM Process.
  • Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
  • 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 business and keep abreast of technology changes in products and services.
  • Know and understand the federal, state and local requirements which govern the company's business.
  • Follow lawful directions from supervisors.
  • Understand and follow work rules and procedures.
  • Participate in performance management.
  • Interact well with others and be a positive influence on employee morale.
  • Uphold the company's non-disclosure and confidentiality policies and agreements.
  • Work evening, weekend and holiday work hours as required.

Job-Specific Expectations:

  • Coordinate with the sales manager to set and meet new and used sales quotas. Meet the profit margin goals for vehicle sales.
  • Introduce customers to parts, service, F&I, and general merchandise departments.
  • Utilize floor time effectively in meeting the customer’s needs and soliciting sales.
  • Consistently use established procedures, such as tagging and proper storage, to provide for fast and effective handling of warranty items.
  • Make sure that customers are aware of the features and benefits on all products.
  • Consistently use established procedures to complete all paperwork correctly and on time.
  • Effectively use the computerized inventory control system, keeping it current and meeting net profit goals.
  • Actively develop prospects.
  • Demonstrate to the customer the advantages of products compared to other brands.
  • With all new and used vehicles sales, effectively cross sell accessories, additional parts, F&I products, service contracts, warranties, etc.
  • Be polite and friendly and greet customers promptly. Consistently follow the outlined sales process.
  • Verify that customers are qualified for their wants, needs, and ability to buy.
  • Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
  • Maintains professional appearance.
  • Ensure that customers receive consistent treatment by always following the documented procedures.
  • Conduct telephone transactions courteously and promptly.
  • Utilize the delivery of any new or used vehicle to create an event that will facilitate customer loyalty to the dealership.
  • Utilize a consistent quotation process for purchases, trade-ins, and vehicle sales.
  • Consistently contact customers by means of tickler files, mailing lists and personal follow up to promote additional sales and customer satisfaction.
  • Perform pre-delivery inspection and road test before delivery to customer.
  • Attend pertinent training and stay current with sales department concerns and sales techniques.
  • Satisfies the transportation needs of vehicle purchasers.
  • Sells/leases and delivers a minimum of 9 units per month.
  • Approaches, greets, and offers assistance or direction to any customer who enters the dealership showroom or sales lot.
  • Assists customers in selecting a vehicle by asking questions and listening carefully to their responses.
  • Explains fully product performance, application, and benefits to prospects.
  • Describes all optional equipment available for customer purchase.
  • Offers test drives to all prospects. Follows dealership procedure to obtain proper identification from customer prior to test drive.
  • Utilizes dealership sales control and follow-up system.
  • Exhibits high level of commitment to customer satisfaction.
  • Knows and understands the federal, state, and local laws which govern retail automobile sales.
  • Establishes personal income goals that are consistent with dealership standards of productivity, and devises a strategy to meet those goals. Attends product and sales training courses as requested by sales manager.
  • Attends sales meetings.
  • Keeps abreast of new products, features, accessories, etc., and their benefits to customers. Knows and understands equity and values, and is able to explain depreciation to the customer.
  • Ensures that the sales manager has an opportunity to meet each customer. Turns 100 percent of closed deals to business and insurance manager, along with properly completed paperwork (insurance information, trade title, etc.).
  • Writes complete sales orders and processes paperwork in accordance with established dealership policies. Prepares sold vehicles for customer delivery prior to customer arrival.
  • Delivers vehicles to customers, ensuring that the customer understands the vehicle's operating features, warranty, and paperwork. Introduces customers to service department personnel to emphasize to them the quality and efficiency of service repairs and maintenance available in the dealership's service department. 
  • Schedules first service appointment.
  • Follows up on all post-delivery items, tag/title work, 'we-owes', and special requests to be sure that all customer expectations are met. Maintains an owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.
  • Maintains a prospect development system. Reviews and analyzes actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
  • Document ALL communication with customers in CRM
  • Follow the Documented Niello Processes
  • Average 30 Outbound Activities per Day (Phone, Text, and Email). Must be logged in CRM.
  • 75% of appointments should turn into a demo.
  • 60% of demos should turn into a write-up.
  • 60% of write-up should turn into units sold.

Physical Requirements (surroundings):

  • Spend time outdoors in the weather and elements.
  • Spend time indoors in air-conditioned areas.
  • Sitting on a regular basis
  • Standing on a regular basis
  • Walking on a regular basis
  • Bending, twisting and/or stooping infrequently
  • Kneeling and/or Squatting infrequently
  • Lifting 25 lbs to 50 lbs
  • Infrequently Reaching and/or lifting overhead
  • Infrequently Climbing stairs
  • Repetitive hand/finger movement on a regular basis
  • Grasping/grabbing with hands infrequently
  • Pushing and Pulling

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee a general sense of the responsibilities and expectations of this position. The Company reserves the right to modify this job description at any time with or without notice.