Location
Waterlooville
Region
Hampshire
Category
Toyota - Waterlooville (STW)
(Sales)
Vacancy Type
Permanent/Full Time
Salary
£50,000 OTE Competitive Salary
Job Summary
Customer Renewal Executive
Role & Purpose
The Customer Renewal Executive is a member of the Sales Team and will report to the Sales Manager. The Customer Renewal Executive will Identify and develop prospects through the Service Department utilising Cooper Solutions, Fisk and the Toyota Lexus Customer Lifetime Value Portal, working with individual customers to understand their needs, guiding them towards the most appropriate product, and agree the sale.
At Snows…
Snows is a large, family run, automotive group based in the South and South-West of England. Our business differentiates itself from our competitors by delivering outstanding experiences for our customers, colleagues and manufacturer partners. Customer experience and colleague happiness is at the heart of our business, and we ensure that this focus is applied to everything that we do.
Responsibilities
* Pro-actively contacting our current customers through the Service Department ensuring ALL service customers are prospected, and it is the responsibility of the role to ensure this happens, maximising customer renewal and loyalty opportunities.
* Manage a structured renewal pipeline in line with customer requirements
* Talks and listens to customers to build rapport and understand their requirements and qualifies own understanding through discussion and gauging customers reactions.
* Demonstrates the most suitable options to the customer, understanding and adapting to their buying strategy and encouraging them to experience the product through test drives.
* Appraises the customer's part exchange vehicle checking documentation and obtaining quotes for any paint or repair work, agreeing a purchase price with the Sales Manager.
* Reviews accessories and additional product options with the customer.
* Agrees the sale price in an open and friendly manner.
* Agrees the payment method and any finance arrangements with the customer direct, working within company guidelines.
* Consistently comply with Snows Group's Treating Customers Fairly process to ensure each customer is given the same opportunity to consider which products are appropriate for them.
* Uses the TCF process to assist the Group in meeting its obligations under the Financial Conduct Authority's guidelines.
* Positively participates in training and development opportunities to assist the Group in achieving its aims and objectives
* Liaises with Sales Administration to ensure product availability fits with customer's expectations, places the order, updates customer records and schedules any complementary Services/additional work to be completed on the vehicle.
* Works with Sales Administration to confirm delivery date, notify the customer of any changes to the original schedule and arrange the handover.
* Ensures that each delivery is followed up with a personal call to check the customer is happy. Maintains contact with customers to build relationships and future business.
* Plans and organises own daily selling activity – for example by telephoning sales through service prospects (previous/existing customers) to obtain repeat business.
* Works with colleagues and other teams across the dealership to provide a seamless service to customers (e.g., by informally observing and responding to the needs of customers who are not being attended to by other members of staff)
* Ensures opportunities for sales by other teams are followed up by the most appropriate specialist e.g., fleet sales.
* Maintains the showroom environment and displays to agreed guidelines, including the presentation of used car point of sale data.
* It is the responsibility of the Customer Renewal Executive to ensure that their immediate working environment is kept clean and devoid of any working practice which may be hazardous to either themselves or others.
* Protective clothing and equipment supplied by the Company will be worn or used as and when appropriate.
* Handling of waste products and hazardous materials must be carried out as per company policies and C.O.S.H.H. regulations.
* The Customer Renewal Executive may also be asked from time to time to carry out other tasks not outlined above. Such tasks shall be reasonable and commensurate with the ability of the employee.
Skills & Competencies
* Able to plan, organise self and meet agreed work deadlines.
* Able to assimilate information quickly and provide considered responses.
* Strong work ethic and adaptable to change.
* Attention to detail and maintains good, accurate quality of work.
* Ability to work to tight deadlines to achieve the business needs.
* Able to react positively to organisational and market changes.
Essential & Desirable Skills & Qualifications
Essential:
* Fluent written and spoken English.
* PC, Microsoft, web literate.
Full, clean driving licence.
Desirable:
* Proven track record of Sales
* Proven track record of F & I
Team Values
Honesty
Integrity
Respect for People
We provide open and honest guidance with all our customers, both internal and external.
We act with integrity, trust, and responsibility in everything that we do.
We are ambassadors for all our customers in promoting good working practices.