SME Specialist Role Profile

Role Purpose: To sell an agreed number of servicing hours, added value products and vehicles while achieving specific service hours targets, parts & labour profit targets and overall net profit targets using best practice qualification & selling techniques, sound product knowledge, complete customer satisfaction and compliant with sales procedure Role Dimension: FinancialAnnual budgets : Net profit Service Invoice value Parts & labour profit Vehicle sales Vehicle profit Added value products Level of sign off: Non FinancialGeographic Region: No. Direct reports: Team interaction Reports to: Sales Manager Relationships: Internal- GM, NSM SME, Service

Role

Need to Do

The Customer: Gives customers a positive impression of themselves and the organisation, making every effort to ensure the experience customers have is constructive & beneficial. Anticipates customer needs and does everything to meet and exceed them, by relationship building and taking responsibility. Can relate to specific customer concerns and tailors their approach to relieve these. Is honest, diplomatic and straight forward with others. Maintains confidentiality and high personal ethical standards. Acts proactively to add value and follows up to ensure problems remain solved. The Person: Identifies areas of personal development and growth and acts on feedback to improve personal performance. Recognise how their behaviour and actions affect their performance with customers. Is open to feedback and self-development opportunities to improve personal and team performance. Acts within the limits of their authority and seeks guidance when needed, being accountable for achieving their objectives. Recognises own strengths and development needs and actively seeks opportunities to develop these. Actively seeks & uses feedback to improve personal & team performance.

Need to Bring

Skills/Knowledge /Experience Understanding of a solution based sales process Market place and competitor knowledge. Prospect qualification techniques Basic knowledge of the workings of a car Clear Handwriting PC Literate Time management skills Fluent in English Customer handling skills Communication skills FSA Previous sales experience Telephone handling prospecting calls etc Qualifications: Full valid driving licence held for a minimum of 6 months with fewer than 9 penalty points. Any previous disqualifications; 4 years must have passed since reinstatement Evidence of Right to Work in the UK

Personal Performance: Consistently outperforms & continually champions customer service through own behaviours and by encouraging others. A natural support to the management team. Infuses energy and pace into the team. Encourages input from others, reconciling differences and helping to resolve conflicts. Integrates new people into the team. Goes beyond daily job responsibilities and is seen as a natural support to the management team. Builds a large network of useful contacts. Identifies gaps and flaws within processes and suggests alternative ways of working to improve quality of service. Supervises and reviews progress of own work and that of others. Encourages working within protocol to ensure consistent delivery. Gives evidence, provides examples and data to influence customers. Engages in negotiation on behalf of the business, anticipating reactions by understanding customers needs and considering their views. Takes responsibility for others, and lead groups towards a shared goal.

The Business: Understands how their own role & responsibilities relate to business targets, referring customers to the most appropriate colleague when queries are beyond limits of own

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manager, Sales Executives, Sales Controller, Business Manager, Service, Parts, Sales Admin, Accounts, External- FMC, External suppliers,Customers, Systems Access Reqd

expertise. Aware of the commercial implications of their actions. Maximises business opportunities by referring to the most appropriate colleague, or department. Strives to reduce waste and improve quality in their work, raising ideas for improved services, products or efficiencies. Uses information to analyse & develop the business, relative to their department. Creates an environment that encourages suggestions for improvements & best practice with colleagues. Is an ambassador of change, seeking support from management in implementing new ideas.

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