RESPONSIBILITIES AND QUALIFICATIONS:
SUMMARY
*Boost sales indirectly by providing customers with the right amount of product information to give them good insight on BMW products and create the feeling of being treated unique
*Increase sales potential and margin per car sold by offering a new service to customers and thereby leveraging the understanding of the personal value of features/ options
*Offer a new and pressure free customer treatment and conversation to increase customer satisfaction
*Promote BMW (technical) product superiority
*Exculpate the Sales Advisor to increase their productivity
BMW I SPECIFICS:
*Promote BMW i brand, features and services
BRAND STORE SPECIFICS:
*Inspire and generate excitement for the brand in general among visitors by being a welcoming, attentive knowledgeable and fun product and brand expert
*Provide visitors with a memorable and unique store experience
ESSENTIAL DUTIES include the following. Other duties may be assigned.
- Informing clients on product specifications of all BMW products and features
- Creating passion for BMW brand and products
- Performing the need analysis during the contact with the customer/visitor
- Ensuring a brand related customer/visitor treatment at the dealership/Brand Store
- Using IT tools (Mobile Customizer and Virtual Product Presentation)
- Keeping the product knowledge within the dealership/Brand Store at level
- Managing test drive process (accompanied test drives)
- Supporting the Sales Advisor during the sales consultation (on demand)
- Being the main point of contact for the customer/visitor to answer questions about products incl. usage/functions
- Participating at the delivery process ◊
- Bridging aftersales waiting time for customers by presenting features and new technologies
- Accomplishing/participating in dealer/Brand Store events to present products and technologies to a wider audience (internal and external)
- Preparing the showroom and keeping it attractive for customers/visitors (e.g. demo car selection)
- Using conversations with customers/visitors to fill in data in the database (after the conversation ends)
- Realizing process efficiency enhancements within the need analysis, test drive and delivery (test drive and delivery not relevant for Brand Store)
- Additional activities regarding aftersales and used car (not finalized yet)
- Acting as an ambassador for the BMW i brand during customer contact
- Explaining special BMW i product related features (360X electric consultancy, charging procedure)
- Answering questions regarding BMW i used cars
- Connecting customers to multichannel contacts
- Proactively approaching customers/visitors in the showroom and presenting them with the correct amount of information about the product, its technical specifications, usage/functions as well as the BMW brand
- Helping customers/visitors with product insight when they are involved in a sales conversation with a Sales Advisor
- Planning test drives
- Providing product information to customers during the test drive appointment/accompaniment
- Guiding customers to Sales Advisors when purchase interest is expressed
- Keeping him/herself up to speed on new product, brand and competitive information
- Providing additional marketing material if requested / asking for contact details to send/email it
- Facilitating handovers and explaining features in the car answering operating questions
- Direct visitors to information desk for general enquiries, appointment scheduling, etc.
- Managing test drive booking only (or redirect booking request to information desk Greeter)
QUALIFICATIONS
Ability to communicate effectively.
Independently motivated with the ability to work within a team environment.
Excellent customer service/satisfaction skills.
Organized and computer proficient – must be skilled in MS Word, Excel, and Outlook.
Clean DMV.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid Driver's License