o For each customer experience, meets or exceeds the criteria indicated on the Customer Expectations for Sales.
o Greets all customers promptly; provides timely professional service.
o Completes Customer Records promptly and accurately.
o Follows up with 100% of customers within three days of vehicle delivery.
o Meets or exceeds monthly Income and Sales Goals.
o Provides excellent customer service by listening to customer inquiries and requests, asking questions to identify needs, resolving customer concerns, and sells additional services when appropriate.
o Builds customer loyalty and promotes the dealership brand image by following the 10-Step Showroom Process.
o Is accurate and timely in completing paperwork and assigned tasks.
o Sells accessories and Finance–Insurance products.
o Answers incoming telephone calls promptly, courteously, and makes every effort to satisfy the caller’s inquiry.
o Delivers vehicles to customers in a positive and memorable way.
o Effectively prospects by phone, mail, e-mail, and face-to-face.
o Identifies repeat customers and treats them accordingly.
o Notifies prospects of upcoming special programs and promotions.
o Calculates and tracks progress of sales and prospect goals and sales deals.
o Effectively sells by…
o Explaining vehicle’s features and benefits versus those of the competition.
o Determines customer’s needs and wants.
o Effectively performs demonstration drives.
o Overcomes objections.
o Effectively uses the Internet to prospect and sell vehicles.

EDUCATION/CERTIFICATION:
1. Minimum High School, degree preferred
2. Sales training experience / certification preferred
3. Driver’s License
4. Will become Ford certified Sales Consultant within 6 months

KNOWLEDGE, SKILLS AND EXPERIENCE:
ESSENTIAL:
1. Two years in a customer service position preferred with a notable track record of customer satisfaction
2. One year in retail sales with a notable track record for volume and profit

DESIRABLE:
1. Automotive industry experience