ENQUIRY MANAGEMENT
Responds to enquiries from prospective customers to understand their requirements, build personal connections and develop sales prospects, 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. recent 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 flexible choice of test drive locations, dates and times and a valuable 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