Narrative Description:
The Internet Sales Specialist (ISS) is responsible for receiving and responding to web based electronic inquiries (leads) and phone calls that result from prospects and customers visiting various Thompson Ford and associated web sites. The ISS will be evaluated based on performance standards that measure how many leads were converted to showroom visits and how many of those showroom visits resulted in a sale. The ISS should be fully capable of both traditional and Internet-specific automotive sales processes. The ISS is required to execute customer communications via email, telephone and face-to-face that conform to the standards and processes put into effect by the Internet Sales Manager. An ISS must show up for work on time, per the Internet Sales Manager’s published schedule and conduct himself/herself in a manner compatible with the existing corporate culture, and general policies and procedures of Thompson Ford.
Qualifications and Duties include the following:
Execute Sales Process in Accordance with Thompson Ford Sales Strategies
• Be able to sell cars and trucks using email, phone and face-to-face skill sets
• Show up for work on time and as scheduled by manager
• Attend sales meetings for both the dealership and the Internet Sales department
• Use a personal computer for email, Customer Relations Management (CRM), Lead Management Tool (LMT), web sites and MS office applications such as Word, Excel and Internet Explorer
• Respond to Internet Leads within 30 minutes of receiving them in LMT
• Call prospects within 45 minutes of receiving a new lead
• Understand the buying profile and patterns of the Internet customer
• Use Thompson Fords Lead Management systems to ensure response time to all customer inquires – email, fax or telephone – is virtually instantaneous
• Utilize personalized Thompson Ford email templates for communications
• Utilize Thompson Ford telephone scripts as guidelines for process and flow of customer phone contacts
• Select multiple vehicles for each Internet lead and respond to that lead with price quotes on those vehicles within the first 30 minutes of receiving a new lead.
• Execute Thompson Fords pricing strategy when responding to leads in a way that profitably competes for the Internet customer both on-line and off-line
• Execute the Thompson Fords sales process in a consistent yet flexible manner that results in a customer experience designed to achieve the highest sales ratios
• When assigned by manager; register, schedule and attend Internet training and information seminars designed to learn the latest processes and techniques for automotive eBusiness
Measurement and tracking systems
• Each day, the ISS must complete all assigned tasks generated by Thompson Fords CRM/ILM.
• Enter all prospect communications notes, records and customer appointment data into Thompson Fords CRM/ILM.
• Track and comply with programs that measure ISS process success:
==> Leads Received
==> Outbound Telephone Calls
==> Appointments Set
==> Appointment Shows
==> Sales
• Comply with procedures to ensure all customers are tracked and follow-up is maintained using the dealership’s CRM/ILM tools.
• Cooperate with procedures to quality control email and telephone contacts
• Maintain tracking boards showing Internet sales updated each day of the month
• Prepare and turn in any and all daily, weekly and monthly reports that are required by management.
Thompson Ford Web Sites
• Be thoroughly familiar with the characteristics of all Thompson Ford affiliated web sites, as well as those of Thompson Fords lead providers.
• Know how to use Customer Relations Management & Lead Management Tool utilities to make changes in ISS profile, email templates, reports and customer profile up-dates
• Learn to look up inventory data, track vehicle shipments and locate prospect desired vehicles using dealership specific technologies
• Be able to use photos of vehicles in emails when working with prospects
• Keep current on all incentives & promos to ensure price quotes are current
• Be able to use links to third party web sites in emails sent to customers
• Know how to use Customer Relations Management & Lead Management Tool metrics and reports to improve process performance and sales closing ratios
Other Duties & Responsibilities
• Be technically proficient in selling cars using the Internet
• Conduct online visits to other dealers to monitor their strategies and tactics
• Build rapport with senior managers to ensure support for Internet Sales
Skills / Requirements
• 4 year Bachelor degree OR a minimum of 2 years Internet Sales experience
• Must have good verbal and written communication skills
• Must be proficient with Microsoft Word, Excel, and Outlook
• Time management and prioritization skills required
• Must have the ability to multi-task
• Proven successful negotiation and closing experience
• Must be able to hit quotas and closing percentages
• All applicants must be able to demonstrate ability to pass pre-employment testing to include background checks, MVR, drug test, credit report, and valid driver license