mercedes-benz south africa position profile: fleet sales ... profiles/non... · sales promotion...

Position Profile: Fleet Sales Executive Page1 of 4

Dealer Training Dept v1 041108

Mercedes-Benz South Africa - A Daimler Company

Purpose of

Position

The Fleet Sales Executive actively prospects for customers and sells new

vehicles and promotes the Dealership at a level that contributes to the required

profit and unit targets of the sales/fleet department, in a professional manner in

keeping with the standards of the brand and company. The Fleet Sales

Executive needs to meet and exceed customer expectations by providing

customers with an excellent sales experience through relationship management

and fleet-specific knowledge.

Roles and Responsibilities

Key Performance Indicators

Prospect for Sales • Fully understand the relevant MBC fleet policies in place, in order to accurately identify fleet potential: MBC Fleet Policy, MBC Fleet Programme, MBC Government Policy, MBC Diplomat/Disabled Policy

• Plan and target the continuous acquisition of new customers which includes national corporates, special target groups, volume fleet customers, full maintenance leasing companies and Govt officials as identified by MBSA,

• Establish correct/decision making contact in person, by telephone and in writing

• Call cycle : Minimum meeting requirements are met as per MBC Fleet requirement

• Perform needs analysis

• Distinguish customer purchasing motives and behaviours

• Establish a database of prospects and maintain contact according to their preferences for repeat sales

• Register volume sales prospects on DFE

Manage Customer Relationships

• Identify, contact, welcome and provide support in person, by telephone and in writing, to customers and interested parties

• Inform and advise customers on vehicles’ equipment, price, condition and technical data, warranty and maintenance

• Plan appropriate marketing & promotional activities, such as ride and drive sessions, static displays, etc with prospective fleet customers

• Explain the differences between MBSA’s vehicles and competitive products and highlight MBSA’s vehicle’s advantages, total cost of ownership and customer benefits

• Explain benefits of company car and/or car allowance (as per current tax legislation in SA)

• Communicate customers’ wishes to management

• Arrange the evaluation, or evaluate pre-owned cars, arranging technical appraisals and provide feedback

• Introduce customers to additional departments/units that support sales and maintain ongoing internal communication to support customers

Position Profile: Fleet Sales Executive

Position Profile, Continued

Position Profile: Fleet Sales Executive of4

© Mercedes-Benz SA Dealer Training Dept v1 041108


• Prepare and making follow-up contacts

• Compile and send out business proposals

• Communicate ongoing promotions, price increases and market updates

• Maintain contact reports



Conduct Efficient Sales Promotion Activities

• Identify and initiate appropriate sales promotion activities with fleets

• Position brochure stands and customer information and material such as brochures and catalogues

• Participate in the design of exhibition/space and product placement

• Participate in fleet sales events

• Learn about weekly/monthly fleet sales promotions

• Make market and target group analyses and compile statistics

• Develop relationships with key individuals, associations and groups in the region

• Participate in training programs

Negotiate with Customers

• Carry out needs analysis survey

• Offer and sales of accessories

• Conclude fleet sales and negotiating terms — trade-ins, type and method of payment, method of vehicle transfer, specific MBC fleet offers, etc.

• Offer and selling of service packages

• Negotiate conditions taking personal scope of responsibility and the company’s interests into consideration

• Introduce customers to service department personnel and emphasizing the quality and efficiency of the service department

• Refer customers to Business Manager/Fleet Finance Department to obtain information on financing, leasing and insurance opportunities and arranging/concluding relevant contracts

• Ensure that the Business Manager obtain agreements and draw up the sales contracts as necessary

Manage sales process

• Establish rapport with customers (meet and greet)

• Discover customer needs and interests (consultation 7presentation)

• Match & explain features, advantages and benefits to the customer

• Manage customer objectives

• Offer test drive

• Handle and overcome objections

• Close/Ask for the order

• Manage the tender process







Finalise the Sale • Prepare offers and follow-up with customers and prospects

• Record the customer’s order (EDP-assisted/manually), preparing cost calculation and passing them on to the respective department

• Ensure correct ordering process is followed on DFE which identifies the order as a fleet sale

• Check order confirmation and, if necessary, relaying it to the customer

• Record, deal with and pass along the customer’s desired amendments (changes to vehicle type and fittings)

• Arrange with the customer processing and registration procedures

• Ensure that the Business Manager concludes the financing, leasing contracts, insurances and service contracts

• Confirm trade-in prices and processes

• Reach agreements with internal partners (Ordering, Sales management, etc.) and external contacts (financing and leasing partners, etc.)

• Confirm finance is approved

• Supervise all processes up to delivery

• Arrange with customers vehicle delivery (date, registration, etc.)

• Hand over vehicle and introduce customer to the vehicle, ensuring that the customer understands the vehicle’s operating features, warranty and paperwork

Follow-up with Customers

• Contact the customer within 48 hours of taking possession of the vehicle/s

• Ask customers for referrals

• Educate customer with regards to CSI call from Synovate

• Record customer satisfaction and initiate relevant measures

• Take individual period of ownership of customer’s vehicle into consideration with respect to timely follow-up orders

• Plan and carry out regular contact with customers in accordance with the call cycle

Declaration of Acceptance:

Staff Member

I the undersigned, hereby state that I understand the contents detailed in this document and accept it as my Key Performance Areas with the related Key Performance Indicators.

Name and Surname

Designation

Signature





Date

Immediate Manager

Name and Surname

Designation

Signature

Date

Human Resources Manager

Name and Surname

Designation

Signature

Date

Please Note:

This document represents the minimum requirements from a Mercedes-Benz perspective. Dealers do have the right to ADD to the Position Profile – but MAY NOT delete or ignore any of the detailed Key Performance Areas and Indicators.

Dealers are welcome to contact the following Mercedes-Benz staff members for additional information:

o

Position Profile: Branch Accountant Page 1 of 4



Purpose of

Position

The Branch Accountant is responsible for ensuring that accurate and

up-to-date information is provided to management on the financial and

asset performance of the dealership. The information must be provided

in the relevant format and according to company policies and

procedures to assist dealership managers in relevant decision-making

to reach performance targets.



Manage and develop staff

• Identify and communicate key performance priorities to members of the finance team

• Document performance agreements with all staff members

• Schedule and conduct performance discussions with all finance team members

• Identify, agree and implement individual performance plans for members of the finance team

• Identify the Resourcing requirements of the finance team

• Oversee the development of direct reports to maximise individual performance, assist in career development and to inform the department’s succession plan

• Implement the agreed Employment Equity plan

• Conduct regular departmental meetings and ensure that all team members contribute / provide input

Liaise internally and share information

• Ensure that staff in all departments within the dealership are able to use the relevant financial systems competently

• Advise staff members on financial and computer-related matters

• Establish and continuously monitor and improve inter-departmental communication processes

• Ensure that all staff members have access to relevant, up-to-date and accurate information at all times

Position Profile: Branch Accountant







Conduct financial administration

• Advise and assist management in the preparation of annual and monthly business plans and budgets

• Ensure that audit requirements are met and provide all relevant information to the company auditors according to required deadlines

• Prepare all relevant monthly, quarterly and annual statutory reports and returns

• Compile the financial and tax packs in accordance with SARS regulation as well as company policies and procedures

• Ensure all reconciliations are kept up to date, signed off and checked.

• Reconcile items and inter-branch reconciliations to be followed up and resolved within company parameters

• Ensure that the following cycle is completed efficiently and timeously: Debtors, Cash Book, Creditors, Vehicle purchases, vehicle invoices

• Month end / year end schedules to be updated

• Journalise the monthly general ledger analysis for salaries for the Dealership

Manage assets • Measure daily cash flow and prepare relevant reports for dealership management

• Constantly monitor and assess the risks facing the dealership and implementing the appropriate systems and processes to minimise potential risks facing the organisation

• Ensure that segregation of duties is applied and reviewed regularly

• Ensure that the asset register is up-to-date and accurate at all times

• Monitor the usage of vehicle and parts stock management systems and implement corrective measures where required

• Advise department managers and staff on financial and stock management systems, when necessary.

• Report by exception in vehicle and parts stock levels and debtors days.

• Ensure the dealership’s credit terms are communicated to all customers and monitor the implementation of credit policies.

• Obtain assistance where necessary in obtaining payment from overdue customers.

• Take maximum advantage of agreed supplier’s payment terms.

• Ensure agreed payment terms are not exceeded.

• Negotiate cash settlement discounts where possible.

• Ensure all supplier queries are handled promptly.

• Ensure all purchases are made against official purchase orders.

• Ensure the organisation’s banking and cash management procedures are adhered to and ensure all required reconciliations and tax schedules are completed accurately and timeously.







Prepare and analyse management accounts

• Ensure that all financial data captured is accurate and captured timeously

• Monitor the financial performance of all departments and ensure that information received is accurate and up-to-date

• Ensure that accurate financial information is reflected in the management accounts

• Provide monthly statements to departmental managers and relevant stakeholders

• Assist managers and stakeholders with financial analysis where necessary

• Identify variances in the budget compared to actual performance

• Analyse and explore variances or discrepancies in financial information, and make recommendations to managers and develop contingency plans where required

• Ensure all income and expenditure is accurately accounted for in accordance with company policies and procedures.

• Prepare relevant financial statements and management reports on a monthly basis






Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:



o Bonga Mnengisa: [email protected]

o Stephnie Klaasen: [email protected]

Dealer Training Academy

Position Profile : Certified Service Advisor

Version No: 1/2013

Purpose of

Position

The Certified Service Advisor is the professional “manager” of the entire

customer-oriented service process.

Standards are set in the customer care and view each customer contact as a

professional challenge and feel responsible for customers’ problems until they

have been solved.

Customers value the Certified Service Advisor for his/her competence,

trustworthiness and respectful way of treating them as partners in resolving

issues. Even when conflicts arise, he/she always shows customers how much

he/she values them. His/her co-workers in the workshop value him/her for

speaking their language, thanks to his/her technical understanding. He/she is

the competent intermediary between the customer and the workshop and thus

contributes considerably to the business success of the entire After-Sales area.

Position Profile: Certified Service Advisor



Version No: 1/2013



Manage the

appointment

process (where

required)

Receive customer telephone calls to book an appointment

Gather and ensure the accuracy of customer and vehicle details

Document customer concerns / vehicle symptoms accurately in the workshop order form

Define the scope and type of work to be performed accurately

Co-ordinate and clarify the method and place of reception and hand-over of the vehicle with the customer

Define and explain the amount of time and cost involved, and/or specifies the costs and time required, as well as clarifying the precise method of payment.

Ensure that the customer is reminded about any work left undone or recommended at his/her previous visit, and ask whether this work should be carried out.

Agree on the exact time and date in accordance with the customers’ wishes and within three days, specify a personal Service Advisor, and reserve the necessary resources. He/she must also ensure the workshop is working to capacity.

Ensures that the customer is actively offered alternative forms of mobility and agrees on these with the customer.

Summarizes and clarifies the arrangements made. The customer receives a confirmation of appointment and a reminder of the service visit one working day ahead.

Prepare the content of the order and check credit worthiness and customer liability.

Manage the

booking in process

Welcome the customer when receiving the vehicle, check the customer and vehicle data and that all data is up to date.

Describe the scope of repair work with the customer, offer the customer an active form of receiving the vehicle (visual control / on-board diagnosis) and document the results of any pre-diagnosis.

Present the current service offered to the customer as appropriate and actively offer additional services (e.g., vehicle care, pick-up and drop-off service) as well as free services (e.g., cleaning the outside of the vehicle) and show their necessity and benefits.

Clarify the availability of any parts that may realistically be required.

Arrange any customer service measures that are due.

Conduct quality checks on any warranty or goodwill claims.

Agree on the scope of repair and maintenance work with the customer and obtain his approval.

During the service reception step, use various checklists (Service Booking, Prepare Reception, Perform Reception and Pre-diagnosis), on the basis of which one can then check and document the proper execution of each step of work



Version No: 1/2013



Prepare for the completion of work

Explain the workshop order to the System Technician, Maintenance

Technician or Certified Diagnosis Technician.

Complete the Diagnosis

Carry out a visual check and a workshop test drive

Monitor the Repair/

Maintenance Process

Monitor the progress of maintenance and repair orders and arrange additions to orders and amended timing with the customer and the workshop.

Document the work performed and brings the vehicle to a parking or working bay

Complete the order

Once the maintenance or repair work has been completed, the billing process should be initiated.

Conduct checks on who will bear the costs (liability) and allocated them to the respective invoice.

Provide a checklist to check the scope and performance of work, document any test results and arrange for any defects to be remedied.

Document all the work carried out in a form that is visible for the customer and likewise document all work that still needs to be done, as well as any parts required.

Ensure that the customer’s vehicle is clean and in good condition.

Ensure that the invoice is accurate and ready on time for vehicle collection.

Ensure compliance with the agreed timing.



Version No: 1/2013



Vehicle Hand-over

Conduct test drive after the repairs have been made, if necessary or requested by the customer.

Prepare the customer meeting and co-ordinate hand-over to the customer after notification that the vehicle is ready.

Welcome the customer and take back any replacement vehicle provided.

Explain the work performed and the invoice to the customer; actively offer solutions regarding further procedure if certain orders or work have not been carried out.

Explain to the customer the necessity/advantages of the recommended work, using the appropriate sales arguments. Help the customer to decide by providing positive arguments/offers.

If the customer refuses, then the Service Advisor should advise the customer regarding urgency, potential risks, safety issues and liability issues.

Personally ensure that the vehicle is handed over either by himself or by some other suitable person.

The Service Advisor should say goodbye to the customer.

Service Follow-up / Customer Care

Make a completion mark on the order (e.g. statutory inspections).

Draw the customer’s attention to Customer Service activities.

Implement support standards specific to the service point.

Prepare the service follow-up call.

Conduct the service follow-up call, asks about customer satisfaction and initiates and complaints management process if applicable. As well as asking the customer if he/she has any other wishes or suggestions, and initiates their implementation.

Support Processes - Workshop Loading

Conduct checks and optimize the Workshop loading of service resources and checks availability and any conflicts.

Compare the completion date with the collection date, specifies costs and compares these with the order limit.

Confirm, cancel or release any resources reserved.

Support Processes - Parts Process

Draw up a parts requisition list

Parts Support, Service Reception and Emergency Service

Participate in acceptance of the parts request and vehicle identification.

Participate in the recommendation of additional needs.

Participate in informing the orderer about the delivery date and price.

Position Profile: Debtors & Creditors Clerk Page 1 of 4



Purpose of

Position

The Debtors / Creditors Clerk will be responsible for collecting debt and

accurately maintaining the debtors’ book, as well as accurately paying creditors

according to internal policies and procedures. The Debtors function will include

the administration of all debtor accounts, ensure that the credit application

process is adhered to at all times, the control of all payment deadlines, the

minimisation of bad debts and the management of risk while maintaining

positive customer interactions. The Creditors function will include general

accounting duties with emphasis on control processes and the reconciliation of

creditor accounts before authorising payment of accounts.



Open / create debtor accounts

• Open accounts on receipt of completed application forms and reference checks from other suppliers

• Initiate and ensure that an ITC check is completed

• Forward applications to legal department for authorisation to open account

• Allocate account numbers and identify the credit limit

• Open/create debtor account on relevant system

• Advise customer in writing of the opening of the account and all relevant account information

• Inform relevant salesperson or service provider of the account status

Accept responsibility for creditors’ payments and processing

• Verify and process all creditor invoices according to company policies and procedures accurately and efficiently

Administer, report and manage risk on creditors’ accounts

• Maintain the updated supplier list

• Prepare and submit reports and correspondence required by suppliers and management

• Negotiate best payment terms available

• Administer petty cash controls for dealership

• Ensure that invoices and approved reconciliations are accurately and efficiently filed

• Ensure that all invoices received comply with VAT requirements and authorized within the agreed authority

• Ensure that the dealership cheque book is always kept in a safe, secure place

Position Profile: Debtors / Creditors Clerk







Administer and reconcile debtor accounts

• Receive and deposit payments, identify bank transfers and deposits and accurately allocate the payments to the correct debtor accounts

• Respond to client queries efficiently and timeously

• Follow up on unpaid accounts at the end of each month and take action according to company policy and procedures on overdue / unpaid accounts

• Communicate accounts put on hold to other Debtors Clerks in the group

• Advise clients and internal stakeholders on payments received to re-open accounts

• Ensure that all IDC payments are reflected on the bank statement

• Print remittance advices and allocate payment to the relevant accounts

• Write off debt or create credit note in response to request and authorization of the Services Manager

• Check credit notes for refund cheques and advise management of payments

• Manage the warranty and maintenance process

• Ensure that debtor accounts and general ledger accounts are up-to-date and cleared monthly

• Initiate the legal process to recover bad debts

• Conduct banking on a daily basis and allocate deposit to correct accounts

• Reconciliation of relevant accounts completed accurately and according to company policies and procedures

Administer debtors’ accounts and manage debtors’ risks

• Ensure that the customer database is updated and accurate at all times

• Send debtor statements to customers according to agreed deadlines

• Ensure accurate compliance with VAT legislation

• Conduct ITC checks for all new customers, annually for existing clients and wherever significant credit increases are required

• Ensure debtors’ compliance to credit terms

• Caution / stop sales to high risk / non-complying customers

• Minimize bad debt by enforcing credit terms







Administer and control creditors’ accounts

• Accurately complete credit application forms from suppliers and forward to relevant Manager for sign-off

• Check Service Level Agreements with the applicant

• File the application and relevant documentation according to company policies and procedures

• Ensure that the process order is attached to the invoice

• Ensure that invoicing details are correct

• Ensure that VAT number is included and the VAT is correctly calculated

• Print age analysis and outstanding items at month end

• Prepare creditors’ reconciliation from statement

• Resolve reconciliation queries before due date

• Ensure attached documentation balances back to requisition on COD and

sundry cheques

• Allocate to the correct expense account

• For settlement cheques, ensure relevant documents are attached and

VAT compliant

• Compile weekly and monthly expense schedules per user for petrol

accounts

• Generate cheques and obtain authorized signatures

• Ensure that the dealership’s deadlines are consistently met for payments

and the preparation of reconciliation of creditors’ accounts

• Ensure that there are no unallocated amounts reflected on the age

analysis

• Investigate and resolve all creditor queries






Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:





Position Profile: Human Resources Manager Page 1 of 4



Purpose of

Position

The Human Resources Manager will be responsible for planning,

developing, implementing and monitoring the HR strategy. This will

include the following functions: recruitment and selection, HR policy and

practices, performance management, employee relations, remuneration

& benefits, training & development, succession planning, as well as

employee morale and motivation. The Human Resources Manager will

ensure that HR policies and procedures add to the business and

supports overall business objectives.



Develop and maintain effective business partnerships with both internal and external stakeholders

• Actively build relationships with line management through proactive and

appropriate communication

• Provide solutions to address human capital management challenges

• Align HR objectives with the business’ objectives and strategies

• Identify existing or potential problem areas and advise management on

how HR processes will help to address and resolve these issues

Accept responsibility for remuneration and benefits policies and processes

• Contribute to the development and maintenance of the Company’s

Remuneration Policy

• Check to ensure correct job grading, job codes and job titles are

allocated to each position

• Assist with applications for ill-health, retirement benefits by liaising with

relevant pension fund administrators

• Define and administer relevant benefit programmes

Accept responsibility for the development and implementation of Employment Equity plan

• Implement and monitor employee equity planning within the Dealership

• Compilation of annual reports

• Monitor EE Committees in the workplace

Ensure that the HR Information System is up-to-date and being used

• Ensure that people have the relevant human resources information they need to perform and make effective decisions

• Develop and maintain the HR intranet to ensure updated information is available on all HR policies, procedures and relevant information

Position Profile: Human Resources Manager







Recruit, select and retain high performing staff members

• Develop, implement, monitor and maintain the Recruitment and

Selection policy for the Dealership

• Ensure that the Recruitment and Selection policy, processes and

legal requirements are adhered to

• Oversee the induction of new employees and assist managers in

resolving any issues relating to employee induction

• Provide training and support to managers with regard to best

practice recruitment, selection and retention

• Ensure that internal and external advertising of new positions is

completed according to the Recruitment and Selection Policy

• Develop, implement and monitor the Induction process for new staff

• Develop, implement and monitor the exit interview processes and

policies

• Analyse data from exit interviews to track trends to inform the

retention strategy

• Assess employee needs in the work environment to inform the

retention strategy

• Develop, implement and monitor the Dealership’s Retention Strategy

Develop and oversee the performance management process

• Develop, implement, monitor and maintain the Performance

Management policy for the Dealership

• Ensure that all staff members have signed, up-to-date performance

agreements

• Ensure that performance appraisals are conducted according to

company policies and procedures

• Identify and ensure that high performing employees are rewards

within the Dealership

• Ensure that managers are trained and equipped to effectively

manage performance

• Provide coaching and support to managers with regard to

performance management







Provide industrial relations services

• Promote best practices with regard to employee relations, labour

issues, grievance and disciplinary procedures

• Assist line managers in conducting disciplinary enquiries and the

compilation and issuing of disciplinary warning letters

• Monitor trade union activity, worker grievances, disciplinary cases

and informing Management about any concerns

• Manage the dispute resolution process

• Provide coaching and support to managers with regard to dispute

resolution and disciplinary processes

Accept responsibility for training and development within the dealership

• Develop, implement, monitor and maintain appropriate systems for

measuring necessary aspects of staff training and development

• Monitor, measure and report on staff training and development plans

and achievements within agreed formats and time scales

• Support career movement and development ensuring that

information, systems and education are available for everyone to

ensure career growth and succession planning opportunities

• Initiate accelerated programs for disadvantaged employees

• Co-ordinate mentoring and coaching programmes

• Initiate cultural diversity programmes to develop employee sensitivity

to individual and ethnic differences

• Develop and submit the Workplace Skills Plan as required

Accept responsibility for Employee Satisfaction / Employee Wellness programmes

• Conduct / co-ordinate employee satisfaction survey to asses

employee morale and wellness

• Compile the results and co-ordinate feedback to management and

staff

• Develop a plan of action in response to the findings of the survey

• Identify and co-ordinate wellness programs aimed at keeping

employees healthy

• Assist employees in resolving personal problems by providing

counselling for employees confronting addiction, emotional problems






Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:

This document represents the minimum requirements from a Mercedes-Benz perspective. Dealers do

have the right to ADD to the Position Profile – but MAY NOT delete or ignore any of the detailed Key Performance Areas and Indicators.




Position Profile: Sales Administrator Page 1 of2



Purpose of Position The Sales Administrator is required to provide admin support to the vehicle

sales department to ensure all administration is affected between the signing of

the offer to purchase to the delivery of the vehicle with particular focus on the

licensing and registration process. This will also involve managing the vehicle

stock book.



Administer vehicle licensing

• Process vehicle license and registration according to standard procedures avoiding any delays or errors which could delay the delivery process

• Number plates arranged in line with dealership requirements

• Ensure all vehicle details are verified

• Ensure that all registration and licensing documents and invoices are delivered to the bank/licensing department timeously

• Ensure all relevant forms are obtained in advance from the traffic or licensing department

• Ensure all deal files are updated in line with dealership requirements

• Ensure that all licensing and registration legal requirements are adhered to

• Develop and maintain a positive relationship with licensing and traffic department

• Ensure all interaction with internal staff customer and suppliers are professionally handled

Complete vehicle invoicing

• Create sales invoice from information provided from the deal file

• Invoice vehicles according to required procedures

• Ensure that the deal folder has all relevant documentation-check for completeness of documentation before final submission

• Issue orders of sublet work required – PD, Reconditioning, Accessories etc

Perform sales administration activities

• Prepare and process cheque requisitions for payment

• Capture and process supplier invoices and other documentation as required

• Ensure all documentation is accurately filed

• Assist with ad-hoc admin duties as requested by management

Position Profile: Sales Administrator


Position Profile: Sales Administrator Page 2 of2




Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:





Position Profile: Sales Receptionist Page 1 of 2



Purpose of

Position

The Host / Receptionist will be responsible for receiving customers in a

professional and friendly manner. As a frontline ambassador of the Brand the

Host / Receptionist needs to ensure that the initial contact of any new, regular

or potential customer is handled in a courteous pleasant and professional

manner in an effort to consistently promote a positive image of the Brand and

the dealership and ensure a delightful customer experience.



Manage customer

relationships

• Receive all customers and visitors politely and professionally

• Ensure drivers get customers to their destinations on time

• Ensure drivers collect customers on time in the afternoon to collect repaired or serviced vehicles

• Ensure coffee, tea and reading material are always available in the reception area

• Direct all customer queries to the appropriate person

• Call customers to verify vehicle collection times

• Ensure no vehicles are released from the workshop without payment

• Ensure all vehicle release details – time released, date, registration, customer’s name, driver’s name accurately captured on correct documentation and signed of by service manager

• Ensure gate passes are issued after customer payment

• Answer all incoming calls

Provide reception

and telephone

services

• Handle all incoming and outgoing calls

• Ensure that incoming calls are answered and connected in the shortest possible time

• Ensure that messages are accurately recorded and passed on as soon as recipient is present or available

• Maintain a schedule of whereabouts of all key personnel

• Maintain correct and updated telephone directories, dealership lists and all other documentation to facilitate good communication

• Ensure that switchboard relief adheres to the prescribed answering method

• Ensure that procedures are in place for receptionist relief e.g. roster

• Alert management on any problem that may prevent the effective handling of the switchboard e.g. calls not been answered – escalate to relevant manager if necessary

Position Profile: Sales Receptionist


Position Profile: Sales Receptionist Page 2 of 2




Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:





Position Profile: Sales Manager Page1 of 5



Purpose of

Position

The Sales Manager will manage the sales business, incorporating all the

dealership’s products and services. This will involve attracting and retaining a

strong base of satisfied customers by ensuring that a well-motivated and

dedicated sales team meets customer expectations, while meeting / exceeding

the financial objectives of the dealership and its principals.



Plan sales activities • Provide input into business planning process, specifically with regard to volume planning and profitability

• Define the market goals for new and pre-owned vehicle sales

• Develop the annual sales plan including the identification of methods to increase turnover and profitability

• Identify investment in equipment required to achieve sales plan and motivate the investment to the company management

• Compile resources planning for new and pre-owned vehicle inventory and identify methods to optimise inventory management

Conduct market research and competitor analysis

• Research, analyse and keep up-to-date information on competitors’ prices in the new and pre-owned vehicles business

• Ensure that knowledge is up-to-date on the dealership’s market share and initiate corrective action when required

• Ensure that knowledge is up-to-date on trends in the regional automobile market

• Ensure that all members of the sales team have access to up-to-date and relevant market research and competitor information

Develop and implement marketing initiatives

• Plan, implement and evaluate sales promotion initiatives (Mercedes-Benz and dealership)

• Develop, agree on, communicate and implement guidelines for new and pre-owned vehicle pricing policy

• Plan, manage and implement media advertising campaign

• Plan, manage and implement direct marketing activities and events

• Plan, manage and implement customer loyalty initiatives

• Provide input into the development of the communications budget

• Oversee the appropriate seasonal design of the showroom and ensure it complies with the relevant standards

• Ensure that all vehicles and display vehicles have the relevant fittings and that accessories are presented correctly

• Identify and implement opportunities for partners to present the appropriate Mercedes-Benz products and accessories

• Perform a cost / benefit analysis of all marketing campaigns and events

Position Profile: Sales Manager







Manage customer relationships and customer satisfaction

• Identify market area and assign customer groups and/or market areas to relevant members of the sales team

• Develop and maintain relationships with direct beneficial contacts and spokespeople and ensure access to key stakeholders/decision makers within the existing and potential corporate client base (in agreement with marketing and company management)

• Ensure consistent utilisation of all customer contacts in an effective and efficient manner

• Plan and manage the implementation of customer surveys and other measures to assess levels of customer satisfaction

• Ensure that all customer queries and/or complaints are dealt with efficiently and effectively in a proactive manner (proactively as well as part of the escalation process)

• Observe and measure the level of customer service provided by the sales team through the use of appropriate tools

• Proactively identify sources of customer dissatisfaction and trends in feedback received from customers

• Develop measures for maintaining and increasing levels of customer satisfaction

• Identify and suggest methods to improve the organisation’s levels of customer satisfaction

• Ensure that all customers experience high levels of post sale customer service

Conduct resource planning, management and development

• Provide input into the identification of human resource requirements and support company management in interviewing and selecting new staff members

• Recruit and select new members of the sales team and developing an appropriate induction programme

• Manage, coach and motivate members of the sales team

• Define and agree on targets within individual members of the sales team

• Monitor individual performance against targets and implement and agree on corrective measures where required (initiate disciplinary measures and conduct regular employee discussions)

• Oversee the development of direct reports to maximise individual performance, assist in career development and to inform the organisation’s succession plan

• Identify individual training needs of sales team and ensure that specialist training is available when required

• Encourage team members to make suggestions for organisational improvement and implement ideas where appropriate







Manage Finance, Administration and Reporting

• Monitor and control costs associated to the management and operations of the sales department

• Monitor and evaluate the financial performance of the sales team and implement corrective measures where required

• Monitor and check regular preliminary and actual costing of all business generated by the sales team

• Analyse the profitability of key customers and customer groups to ensure their profitability

• Monitor and evaluate budgets and defined profit goals and objectives and implement corrective action where required

• Accept responsibility for all relevant sales management reporting

Implement the Sales Plan

• Ensure that the full range of products and services are available within the dealership

• Ensure that the model mix required by the market is available and there is an appropriate turnover rate of new vehicles

• Ensure that the appropriate number of demonstration vehicles are available

• Ensure that the sales team is aware of the status of the ordering process

• Monitor and evaluate vehicle orders and deliveries and take corrective action where required

• Monitor customers’ outstanding accounts and take corrective action where required (involvement in any necessary demands for payment)

• Negotiate and conclude fleet contracts up to the number of units agreed to by the company management, larger orders to be agreed with company management

• Determine trade-in prices or clear targets for evaluating pre-owned vehicles

• Ensure the appropriate repairs and reconditions are carried out on traded in pre-owned vehicles

• Ensure that pre-owned vehicles are presented in a manner that actively promotes sales

• Consistently monitor and adjust prices of pre-owned vehicles

• Monitor return lists from fleet business / leasing

Manage quality

• Ensure that the company’s sales standards are consistently met

• Define, develop and optimise sales processes in consultation with company management

• Lead the quality management circle to discuss and improve processes

• Ensure that company quality standards are maintained at all times in the sales team

• Set an example to the sales team when dealing with customers in terms of friendliness and professionalism







Manage information • Ensure that sales literature, product brochures, process documentation and the required software is up-to-date, complete and available

• Ensure that information from Mercedes-Benz is followed up, archived and made available to all relevant parties

• Monitor reports in the media regarding the company, its products, as well as competitors’ products

• Actively pass on all relevant information to the sales team






Staff Member

I the undersigned, hereby state that I understand the contents detailed in this document and accept it as

my Key Performance Areas with the related Key Performance Indicators.

Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:





Position Profile: Marketing Manager


© Mercedes-Benz South Africa – Dealer Training Department

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Purpose of Position

The Manager: Marketing and Communications will take responsibility for the brand and the brand centre through the effective use of media, marketing, product and training activities. He/she will ensure that all marketing and communication initiatives support the organisation’s overall brand strategy.

The incumbent will be responsible for developing, directing and overseeing the implementation of marketing and communications activities to promote Mercedes-Benz products within the region. He/she will identify, develop and evaluate the marketing and communications strategy according to Mercedes-Benz organisational objectives.

He/she will provide assistance and relevant support to Mercedes-Benz Dealers.



Develop and manage the Mercedes-Benz marketing and communication strategy

• Identify the needs and expectations of the Brand Centre Sales Manager and the Brand Centre Leader: Mercedes-Benz, and ensure that the marketing and communication strategy supports their requirements.

• Identify the relevant media, marketing, product and training activities to support the development of the Mercedes-Benz brand within the region.

• Manage the CI Representation, above and below the line advertising, CRM, web marketing, POS, sponsorships, event and public relations activities.

• Develop a marketing and communication strategy that supports the overall business objectives of Mercedes-Benz as an organisation.

Provide support to Mercedes-Benz Dealers

• Assist Dealers in promoting Mercedes-Benz products as required (provide support with PR-related activities where required).

• Ensure that Dealers are equipped with up-to-date and correct product information and brochures to assist them in selling into the South African market.

• Ensure that Dealers have relevant and accurate marketing information at all times, that they are aware of current and future special promotions, and that they have the relevant knowledge and information to run with these promotions.

• Manage relevant PR activities where required.

• Ensure successful roll out of standardized Uniform within the dealership. Plain white shirts with black pants and skirts, and black jackets for all MBC customer liaising staff

• Ensure that Dealers have up-to-date and accurate information with regards to the competition, as well as relevant sales programmes and incentives.

• Ensure the availability of up-to-date and accurate information with regards to trends and developments in the South African automobile market.

Position Profile – Marketing Manager




- 2 -



Manage the product strategy, market research and competitor analysis

• Ensure that the Competitive Analysis and Competitive Experiential Analysis have been conducted with competitors in the region.

• Ensure that this information is distributed to all relevant stakeholders in the region.

• Analyse the market trends and identify future customer requirements and market developments.

• Ensure that the Marketing and Communications Strategy supports anticipated changes in customer needs and expectations.

Manage communication between Dealers and MBXSA

• Manage and coordinate an effective, efficient and accurate channel of communication between Dealers and MBXSA at all times.

• Ensure up-to-date, accurate and ongoing communication to DCX regarding issues being experienced by Mercedes-Benz Dealers.

• Provide feedback to MBXSA with regards to the status of sales and incentive programmes, (This should be a Sales Manager Profile KPI and not a Marketing Manager)

• Provide feedback to MBXSA with regards to the success of campaign and POS material for advertising.

• Ensure that relevant queries from Dealers with regards to marketing and communications are resolved in a timely manner or, where required, escalated to the relevant division / level within the organisation.

• Resolve general Marketing related queries between Dealers and MBXSA in a timely and accurate manner.

• Ensure that relevant marketing and communications policies and procedures are relevant and up-to-date at all times.

• Ensure that relevant marketing and communications policies and procedures support Dealer performance within the required parameters.

• Monitor the effectiveness of marketing and communications policies and procedures at all times, and update them where required.

Manage advertising agencies and external service providers

• Ensure that contracts and service level agreements are in place and up-to-date with all external marketing and communications service providers and advertising agencies.

• Monitor the performance of external service providers and agencies, and ensure that contractual obligations are met.

• Where required, ensure that corrective action is taken with regards to non-performing or under-performing external service providers and agencies.

• Ensure that the services offered by external providers and agencies are aligned with the annual marketing and communications strategy and approved by MBXSA.





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Develop and manage the marketing and communications budget

• Develop the annual marketing and communications budget within set parameters in an accurate and timely manner.

• Ensure that the marketing and communications budget supports the organisation’s marketing and communications strategy and that it is aligned to the Mercedes-Benz strategic objectives.

• Allocate the budget and prioritise spending to relevant marketing and communications functions in a manner that supports the overall strategic objectives of the organisation.

• Monitor actual expenditure against the budgeted costs on a monthly basis.

• Identify and explain any major variances from the budget.

Monitoring of external communications and PR activities as it relates to the Mercedes-Benz brand

• Ensure that relevant PR functions are aligned to the marketing and communication strategy.

• Liaise with journalists where required, and ensure that Corporate Social Responsibility initiatives and Internet / Web campaigns are aligned to the marketing and communication strategy.

• Identify and rectify any external communication initiative that is not aligned to the Mercedes-Benz brand and overall marketing and communication strategy.

• Monitor reports in the media regarding Mercedes-Benz and its products at all times.

• Ensure that all relevant information contained in the media is distributed to the relevant stakeholders in a timely manner.

Manage communication and relationship with MCG

• Manage and monitor marketing tasks and responsibilities that affect the performance of the Mercedes-Benz brand.

• Resolve all marketing and communications related queries that arise from MCG in a timely and efficient manner.

Administration and reporting

• Submit all relevant reports to internal and external stakeholders in an accurate and timely manner.

• Ensure that all administrative tasks are up-to-date and accurate at all times.

• Ensure that all marketing and communications material is archived in an accessible manner at all times.





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Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:

This document represents the minimum requirements from a Mercedes-Benz SA perspective. Dealers do have the right to ADD to the Position Profile – but MAY NOT delete or ignore any of the detailed Key Performance Areas and Indicators.


Position Profile: Sales Executive Page1 of 4



Purpose of

Position

The Sales Executive actively prospects for customers and sells new and/or

pre-owned vehicles at a level that contributes to the required profit and unit

targets of the sales department, in a professional manner in keeping with the

standards of the company. The Sales Executive needs to meet and exceed

customer expectations by providing customers with an exceptional sales

experience.



Prospect for Sales • Plan and target the continuous acquisition of new customers

• Establish contact in person, by telephone and in writing

• Establish a file of prospects and maintaining contact according to their preferences for repeat sales

Conduct Vehicle Sales

• Distinguish customer purchasing motives and behaviours

• Prospect for potential customers

• Build rapport with customers

• Discover customer needs and interests

• Match features, advantages and benefits to the customer

• Manage customer objectives

Manage Customer Relationships

• Identify, contact, welcome and provide support in person, by telephone and in writing, to customers and interested parties

• Inform and advise visitors on vehicles’ equipment, price, condition and technical data, warranty and maintenance

• Offer or schedule test-drives

• Explain the differences between MBSA’s vehicles and competitive products and highlighting MBSA’s vehicle’s advantages and customer benefits

• Communicate customers’ wishes to sales management

• Evaluate pre-owned cars, arranging technical appraisals and provide feedback

• Introduce customers to additional departments/units that support sales and maintain ongoing internal communication to support customers

• Prepare and making follow-up contacts

• Maintain contact reports

• Organise and conduct out test-drives according to dealership procedures and evaluating results

• Compile and send out offers

Position Profile: PC/CV Sales Executive New and Pre-owned


Position Profile: Sales Executive Page 2 of4





Conduct Efficient Sales Promotion Activities

• Position brochure stands and customer information and material such as brochures and catalogues

• Participate in the design of exhibition/space and product placement

• Participate in sales events

• Learn about weekly/monthly sales promotions

• Make market and target group analyses and compiling statistics

• Develop relationships with key individuals, associations and groups in the region

• Participate in training programs

Negotiate with Customers

• Carry out customer and demand/need-oriented sales conversations

• Offer and selling accessories

• Conclude sales and negotiating terms — trade-ins, type and method of payment, method of vehicle transfer, etc.

• Offer and selling service packages

• Negotiate conditions taking personal scope of responsibility and the company’s interests into consideration

• Introduce customers to service department personnel and emphasizing the quality and efficiency of the service department

• Clarify, organize and handling pre-owned vehicles

• Refer customers to Business Manager to obtain information on financing, leasing and insurance opportunities and arranging/concluding relevant contracts

• Ensure that the Business Manager obtain agreements and draw up the sales contracts as necessary

Finalise the Sale • Prepare offers and follow-up with customers and prospects

• Record the customer’s order (EDP-assisted/manually), preparing cost calculation and passing them on to the respective department

• Check order confirmation and, if necessary, relaying it to the customer

• Record, deal with and pass along the customer’s desired amendments (changes to vehicle type and fittings)

• Arrange with the customer processing and registration procedures

• Ensure that the Business Manager concludes the financing, leasing contracts, insurances and service contracts

• Confirm trade-in prices and processes

• Reach agreements with internal partners (Ordering, Sales management, etc.) and external contacts (financing and leasing partners, etc.)

• Confirm finance is approved

• Supervise all processes up to delivery

• Arrange with customers vehicle delivery (date, registration, etc.

• Hand over vehicle and introducing customer to the vehicle, ensuring that the customer understands the vehicle’s operating features, warranty and paperwork







Follow-up with Customers

• Contact the customer within 3 days of taking possession of the vehicle

• Ask customers for referrals

• Plan and carry out regular contact with customers

• Record customer satisfaction and initiate relevant measures

• Take individual period of ownership of customer’s vehicle into consideration with respect to timely follow-up orders






Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:





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