Coaching and Mentoring: Provide continuous, hands-on coaching to Sales Consultants, focusing on product knowledge, sales techniques (prospecting, qualifying, presenting, closing), and customer relationship management (CRM).
Performance Management: Monitor and track individual and team sales performance against established goals (unit volume, gross profit, customer satisfaction index). Address performance gaps promptly.
Motivation & Accountability: Lead daily and weekly sales meetings to motivate the team, communicate targets, and reinforce dealership policies and sales processes.
Deal Assistance: Actively participate in the sales process by intervening to support complex negotiations, evaluate trade-in vehicles, and structure deals for approval by the Sales Manager.
B. Sales Operations & Process Management
Floor Control: Direct the flow of floor traffic, assign leads and customers to Sales Consultants, and ensure timely follow-up on all leads.
Process Compliance: Ensure all sales activities, documentation, and transactions strictly adhere to dealership, manufacturer, and regulatory guidelines.
Inventory Knowledge: Maintain expert-level product knowledge across all models, features, and pricing, and keep the sales team informed of new inventory and promotions.
CRM Management: Oversee the proper utilization of the Customer Relationship Management (CRM) system by the sales team to maintain accurate data and manage customer pipelines.
C. Customer Experience & Conflict Resolution
High-Level Support: Act as the first point of escalation for customer inquiries, concerns, or complaints, ensuring swift and satisfactory resolution to maintain high CSI scores.
Delivery Excellence: Oversee the final delivery process to ensure all vehicles are prepared correctly and the customer experience is seamless and positive.
