Job Title: MINI Product Specialist
Reporting to: Sales Manager
Based at: Wollaston MINI
Objectives of the Post:
To achieve vehicle sales and profit targets, and vehicle related service objectives by providing premier customer service and consultation.
To handle all customer enquiries and vehicle related service objectives by understanding how to treat customers fairly and providing a premium customer service.
To have strong product knowledge and speak confidently and effectively to new and existing customers about our cars.
To prospect new customers and to maintain positive relationships with existing customers with strong communication skills.
Providing first class customer service and consultation to all customers whether face-to-face, phone, online or via alternative channels.
Pro-actively and consistently prospecting of new and existing customers via regular direct approaches, telephone or event marketing. Communicating product, finance, technology and tactical.
Creating & maintaining customer records and administrative information on relevant databases (contact details, date of last contact, customer notes).
Building and managing a personal database of customers.
Creating and coordinating customer appointments to generate sales.
Communicating and liaising with customers from initial contact through purchase and the lifecycle of the product.
Qualification of customer needs including clarifying the type of vehicle use, suggested equipment, delivery date, financing/insurance, purchasing reasons and additional relevant information (e.g. hobbies).
Proactively providing customer test drives based on the customer’s needs.
Negotiating the sale around the type of vehicle suitable based on assessment of customer needs and effective qualification.
Organising and making necessary arrangements for test drives including preparation and checking of the vehicle.
Effectively negotiate the sale of the car and work closely with the MINI Sales Manager or Brand Manager
Providing quotations to new and existing customers whilst liaising with Sales Manager regarding finance negotiation and other objections.
Processing a customer’s used car valuation, including initiating a full Part Exchange appraisal, prior to providing the valuation quote.
Initiating and supervising the timely & reliable processing of all correspondence in relation to the sale and financing of the delivery.
Creating necessary vehicle and customer documents.
Processing and managing the vehicle order.
Managing customer change requests.
Making arrangements for delivery.
Conducting final checks prior to vehicle delivery and provide a fun, positive handover to customers by reflecting the brand values.
Ensuring regular communication with existing customers and supporting the service department with referrals.
Processing complaints to the complete satisfaction of the customer, the dealership and the company.
Liaising with internal staff on customer and business processing.
Maintaining knowledge of the complete product range including technologies and competitors.
Ensuring the showroom or product display areas are up to date and acceptable for viewing.
Proven excellent customer service skills and likes to work with people.
Proven Sales skills or experience.
Enjoys working in a high pressured environment.
Enjoys working to and can achieve/exceed challenging targets.
Able to take initiative and ownership of issues; is proactive, has a ‘can-do’ attitude.
Able to work independently.
Able to multi-task and switch quickly between tasks.
Willingness to learn and develop, and keep up-to-date with complex/ technical/product information.
Strong organisational and prioritisation skills.
Strong people / communication skills.
Is a team player. Offers help and support to others.
Competent in understanding FCA requirements for treating customers fairly and providing expert advice and technical knowledge on all aspects of vehicle financing.
Achievement and Results Motivation
Strives for outstanding performance and sets challenging goals and targets.
Shows initiative and takes charge of accelerating the business with a focus on solutions and driving issues to closure.
Makes sure that he/she achieves results in conversations.
Analytical Thinking and Decision Making
Analyses and evaluates key data quickly and with the relevant details, abstracts to a higher level, applies logics and common sense.
Makes decisions, commits to actions and takes over responsibilities with calculated risks.
Communicates openly, friendly, and eloquently by using different communication methods and puts people at ease.
Is tactful and sensitive and communicates with impact.
Identifies with and acts for MINI culture, brand, lifestyle, and values.
Acts as an ambassador for MINI and is passionate about the products and perceived image.
Customer & Service Orientation
Creates a premium customer experience. Identifies and anticipates customer’s expectations and needs.
Assures that customer issues are resolved and focuses on customer satisfaction.
Flexibility and Desire to Learn
Adapts quickly to unknown situations, is flexible, self-reflective, and willingly improves his/her own skills and competence.
Shows an openness to change, innovates processes, and strives for new ideas.
Easily builds up relationships, is empathic and self-confident.
Is engaging, open for personal interaction, and pleasant.
Presents good arguments to support propositions, negotiates with a sense for the “right” moment and remains objective when faced with criticism.
Self-Management & Resilience
Manages his/her time appropriately, taking into account costs and time.
Prioritises information and works in a structured and efficient manner – even under pressure.
Facilitates interaction between team members and appreciates teamwork.
Looks for ways to enhance collaboration and balances the interests and concerns of team members.
Full valid UK driving licence
Eligibility to work in the UK
Remuneration and Benefits:
• Competitive Salary + Commission
• Benefits: Company Vehicle, 22 days holiday + Bank Holidays, Pension Contribution, Vehicle Leasing Scheme, Childcare Vouchers, Cycle to Work Scheme and Training and Development
Apply by sending your CV to firstname.lastname@example.org