KEY RESPONSIBILITIES

ENQUIRY MANAGEMENT

- Responds to enquiries from prospective customers to understand their requirements, build personal connections and develop sales opportunities, following the Jaguar Land Rover Enquiry Management process (e.g. the protocol for telephone introductions, content of emails and providing follow up information)
- Arranges an appointment for the customer to visit the Retailer to discuss their requirements in more detail

WELCOME AND REQUIREMENTS PLANNING

- Provides a warm, genuine welcome for every customer and develops the conversation to make a personal connection by finding out about their work, family, lifestyle or interests
- Builds rapport with the customer by displaying positive body language, listening attentively, acknowledging what the customer tells them and regularly checking understanding of the customers requirements
- Asks questions to establish the customer’s requirements (e.g. new or Approved vehicle, personal, business or fleet use, budget, timeframe to purchase and any personal needs or preferences)
- During this and all subsequent stages of the Purchase Experience; adapts own approach to be easy to do business with and provide what the customer wants from their visit to the Retailer. Records and updates the customer’s details on the Lead Management System and Customer Database

PRESENTATION & DEMONSTRATION
- Tailors the presentation by starting with features that meet the customer’s needs and explaining advantages using examples from the customer’s lifestyle. Highlights key differences between specifications and explains personalised services,



options and Jaguar Land Rover Gear and how these add value for the customer
- Offers the customer the adaptable choice of test drive locations, dates and times and a good choice of vehicle specifications and test drive routes to demonstrate the capabilities of the vehicle
- Provides accurate, complete and impartial answers to any questions that the customer asks during the purchase process, demonstrating dependability, transparency and knowledge of JLR products or processes
- Following the test drive, summarises the key points of the vehicle and its advantages for the customer and offers a second or extended test drive if the customer needs more time to evaluate the vehicle

PURCHASE

- Works with the customer to refine and personalise the vehicle package (specification, options, accessories) and services (finance, insurance, JLR Gear), linking this back to the customer’s individual requirements
- Works with the Pre-Owned Sales Controller to help carry out or approve Vehicle Appraisals and provide Part Exchange Valuations, optimising the value for the Retailer by following principles of Return on Investment
- Provides a total ‘on the road’ price for the new vehicle and highlights the resulting cost to change, taking into account the part-exchange valuation and any discounts or offers




- Handles objections with respect and empathy, by asking questions to understand the customer’s concerns, recapping on benefits and (if required) creating a revised package based on the customer’s feedback
- If the customer wishes to discuss vehicle funding options, arranges a convenient appointment with the Retailer’s finance specialist to discuss finance options and products and provide a quotation
- If the customer has agreed to purchase, completes the sales documentation, thanks them for their order and welcomes them to the Brand. If the customer leaves without purchasing, thanks them for their visit and makes a follow up call to explore the possibility of continuing the sale.

TAKE OWNERSHIP AND KEEP IN CONTACT
- Uses the Handover to develop the relationship with the customer by answering questions and demonstrating vehicle features (e.g. how to pair a mobile phone with the vehicle or use the vehicle entertainment system) and personalising the Handover to make the customer feel special
- Follows up with a call to the customer after the Handover to ensure that they are happy with the vehicle and answer any outstanding queries

TEAMWORKING

- Uses an understanding of the KPIs and Standards for the Sales operation (e.g. own performance vs. sales conversion ratios or Sales 6) to manage own performance and contribution to the team
- Takes a proactive approach to identify any recurring problems which affect the customer experience, and raises these with the appropriate colleague (e.g. the Sales Manager). Supports projects to deliver continuous improvement to ways of working

📌 Product Specialist / Sales Executive (Raipur)
🏢 Satyam Balajee Automotive
📍 Raipur