Summary Facilitates the transportation and ownership needs of retail customers. Sells new and used automobiles, accessories and tangible and intangible auto related items approved by the dealership. Generates purchases of pre-owned vehicles for resale in our pre-owned department and assists customers through the ownership cycle.
Essential Duties and Responsibilities (Other duties may be assigned as needs arise that are not included herein):
Utilizes professional selling skills, both verbal and written, to include in-person presentations, excellent telephone selling techniques, and text and written communications with customers.
Records all prospects, leads, lost sales and follow-up activity in the dealer management system (DMS). Actively pursues prospects until they “buy or die”. Keeps management apprised of deal status and asking for their assistance when needed to close the sale.
Greets customers quickly and professionally as a representative of the dealership, providing them with your undivided attention. Determines vehicle needs and desires, if a trade-in vehicle is involved, who are the decision maker(s) are, and who the prospective owner(s) will be and what country and state will the vehicle be operated in.
Makes an introduction of the sales supervisor prior to the deal write-up so that the prospect can know our key staff members who are working to help them make the purchase, thus increasing the chances of closing the deal.
Performs a trade evaluation with the customer present to help establish a realistic value of the trade-in vehicle based upon its present condition, service records, and market conditions.
Maintains up-to-date knowledge and familiarity with various models, optional equipment and accessories available. Explains features and benefits of models and equipment.
Demonstrates the operation of the vehicle on the road (see Vehicle Demonstration Policy & Route) and recommends optional equipment and accessories based upon customer wants, needs, desires and budget.
Specifically with trucks and vans, must know trailering terms (i.e. hitch types and capacities, trailering weight guides, and axle ratios), payload capacity, and cargo dimensions.
Explains the vehicle warranty and the difference between the warranty and a service agreement, and how they can work together to the benefit of the owner. Also explains how the vehicle warranties can be affected by the installation of non-approved aftermarket items.
Explains new owner benefits like the owner center (website), no-cost maintenance, loyalty rewards and special services we offer, like Pit Stop fluid and tire checks.
Explains the manufacturer’s recall process, how to identify affected vehicles and how dealers will work to repair them.
Explains the certified pre-owned vehicle inspection process, warranty and certification benefits over non-certification.
Window Labels:
- Explains the “Monroney” window label to new vehicle prospects.
- Explains the Federal Buyer’s Guide label to prospects, and the following designations:
- AS IS – NO DEALER WARRANTY
- DEALER WARRANTY
- NON-Dealer Warranties For This Vehicle, and
- Service Contract.
Must be able to explain general financing, residualized financing and leasing terms and conditions.
Follows the approved quotation process for purchases, trade-ins, and vehicle sales. Explains all terms on the Buyer’s Order or lease quotation.
Submits down payments, both cash and checks, to the business office so that a dealership receipt is issued, one of which goes to the customer immediately and the other in the deal jacket. DO NOT HOLD DOWN PAYMENTS.
Obtains customer signature on the credit application prior to submitting the application to management for pulling the credit history.
Advocates the purchase of maintenance and service agreements offered through the dealership, as well as the dealership’s maintenance and repair services.
Arranges for delivery of vehicles. Procures a Make Ready for Delivery form from the manager so that we can perform a pre-delivery inspection, recall check and road-test before delivery, as well as have the vehicle cleaned. Installs a New Buyer temporary tag on the newly purchased vehicles prior allowing vehicle to be operated on the roadway. Provides a complete vehicle operational demonstration and assists in personalizing of setups for the customer at time of delivery, including seat and mirror memory, OnStar and CarPlay, etc. Also discusses approximate date regular license plate will be available to the buyer, which can vary due to complexity of the deal (trade payoffs and titles, lender interviews, etc.).
Upon delivery, if a customer requests any further work or repairs to a vehicle, kindly inform them that you are not authorized to make these decisions however you will have your supervisor contact them directly. Summon the supervisor immediately.
Utilizes the owner’s manual and warranty booklet to familiarize the owner with the vehicle and explain the manufacturer’s vehicle maintenance schedule including any no-charge maintenance services included in the purchase, recommended fuels and lubricants, EPA mileage ratings of the particular vehicle and how actual mileage may vary (see www.fueleconomy.gov), and GM’s Bumper-to-Bumper and Powertrain Warranty terms and conditions, plus Roadside Assistance and Courtesy Transportation benefits.
Performs The Dealership Orientation Tour, a customer introduction to the various departments including Service and Quick Lube, Parts, and Body Shop, and the many services and products we offer.
In collaberation with the new owner, sets and records their first service appointment in the DMS, and explains the dealership's appointment process, including reminders they will receive.
Must be able to explain the GM Service and Parts Warranty, GM Accessory Warranty, and the GM Lifetime Service Guarantee (LSG) and component parts included therein, and how they work with the vehicle’s warranty. Must also be able to explain the benefits of GM and ACDelco Parts, as well as servicing with us over of service competitors.
Deals with customer complaints in a sensible manner and delivers on all promises to show our commitment to excellent customer satisfaction which results in loyalty and repurchase consideration. When a customer indicates that they are not satisfied, notify your supervisor as quickly as reasonably possible.
Keeps apprised of and adheres to all laws relevant to selling automobiles and related products. Complies completely with the law regarding cash reporting (Form 8300) and OFAC specially designated individuals and confidentiality of consumer information.
Assists in securing vehicles on display, customer vehicles and the facility itself, and reports any damage, failures, or missing items to the supervisor timely. Helps install merchandising materials and decorations throughout the dealership and display areas as directed.
Assists in arranging the display lot including moving vehicles, setting up tents and banners, etc.
Assists in keeping all personal and common areas clean and presentable without having to be asked. Picks up trash and disposes of the same appropriately. Recycles anything that can be reused, like dealer’s display materials (plastic license plates, key tags, etc.).
Keeps passwords and security codes secure and does not share individual credentials with anyone. Likewise, keep any keys issued secured.
Directs all business through the dealership and does not offer or assist customers in doing any part of their automobile business outside of our dealership.
Supervisory Responsibilities: This job has no supervisory responsibilities.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies :
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control. Acts with politeness and friendliness, and never appears distracted or too busy to assist.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
Written Communication - Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Contributes to building a positive team spirit; Puts success of team above own interests.
Diversity - Shows respect and sensitivity for cultural differences.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Judgement - Includes appropriate people in decision-making process.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness.
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions ; Uses equipment and materials properly.
Adaptability - Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Undertakes self-development activities.
Innovation - Meets challenges with resourcefulness; Presents ideas and information in a manner that gets others' attention.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills: To perform this job successfully, an individual should have knowledge of Contact Management systems and be able to use a computer (PC workstations and hand-held electronic devices such as tablets and smartphones).
Certificates, Licenses, Registrations: Valid Texas state driver's license and maintains a driving record acceptable to insurance carrier at all times.
Other Skills and Abilities: Ability to speak English and Spanish.
Other Qualifications: Travel less than 5 days per year for training and sales promotion events.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to walk and talk or hear. The employee is occasionally required to stand; sit; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, crawl and occasionally use a 2-step step-stool (do not climb on ladders) or push a vehicle on flat surface for short distances (less than 50 feet) only with the assistance of two or more individuals. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include ability to adjust focus.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee can be exposed to outside weather conditions as they move between the indoor showroom environment and outdoors. The employee is occasionally exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is usually moderate.
NOTE: This is not necessarily an all-inclusive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, rush jobs, or technological developments.)
I have carefully read and understand the contents of this job description. I understand the responsibilities, requirements, and duties expected of me. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate my employment at any time and for any reason, and the dealership has a similar right.
