Customer Service Focus

• Approach every situation with a desire to understand and deliver
• Listen effectively and communicate clearly
• Use every contact with the customer to build a relationship
• Take responsibility for ensuring nothing is left to chance

Operational / Commercial Focus

• Implement a sales plan
• Identify and generate selling opportunities
• Establish and match customer needs
• Conduct sales
• Appraise used vehicles
• Value used and part exchange vehicles
• Make a sales presentation: static
• Make a sales presentation: test drive
• Negotiate sales
• Handover the vehicle
• Manage the customer relationship
• Contribute to the collection and use of marketing information
• Use technology effectively
• Plan and organise personal work schedule
• Forecast, monitor and evaluate personal sales performance
• Contribute to effective working
• Contribute to improved sales processes

Business Focus

• Work with other areas of the business to improve retailer profit and customer care
• Appreciate the impact of wider issues on the retailer and customer
• Represent the Volkswagen or Audi Brand

Personal Qualities

• Empathy and tolerance
• Ethical behaviour
• Responsibility
• Open-minded
• Self-confidence
• Ambition
• Customer-orientation
• Professional appearance
• Team player

Education

• Minimum GCSE in Maths and English
• An NVQ Level 2 in Vehicle Selling is helpful but not essential

Experience

• One year in a retail environment
• Current driving licence
• Computer skills, including experience of operating word processing and database packages, email and internet
• Proven track record in delivering excellent customer service