Welcomes each visitor to Volvo in a warm and friendly way to give them a unique, 5 Star Service experience. Explains how we operate at Electromin EV, gathers information to match the products and services to the customer’s wants and needs. Presents vehicles and provides test drives. Prepare, negotiate and agree on the offer with the customer, recommend financial services offer and prepare the contract with the customer in collaboration with all customer facing staff (e.g. Sales Manager) Provides the highest level of customer experience and brand loyalty in every task and activity.

Sales Process:

• Welcome and relax all visitors to the retailer and explain how we operate
• Consults with customers to discover and understand their needs
• Systematically presents the vehicle while creating a clear customer connection and emotional product presentation
• Organizes the test drive with the need-based vehicle, as well as records the test drive results in DMS
• Configures the car tailored to the customer’s needs, emotionally participates in decision making process of the customer and always keeping full transparency
• Evaluate/leverage potential option and accessory opportunities
• Reconfirms the customer’s purchase decision
• Negotiates the terms of the purchasing contract with the customer
• Offers financial services products to the customer
• Closes the deal with the customer and creates the offer
• Prepares and generates the contract
• Explain to the customers about the charger and the process of site visiting for preinstallation.
• Answer all customers concerns related to EV.

Policy & procedures:

• Observe and follow all safety standards, rules, and regulations according to Standard Procedures and Guidelines
• Maintains awareness of applicable local legislation

Vehicle Delivery

• Defines when and in which intervals the customer wants to be informed during the time until delivery/handover
• Liaise with sales administration to ensure vehicle are ready for delivery on-time
• Organises the delivery/handover
• Performs the delivery/handover and creates a moment of excitement and joy during the handover process
• Introduces the Service Advisor to the customer
• Ensures customer satisfaction is guaranteed and all questions are answered
• Offers a second delivery and follows-up after the vehicle delivery

Customer Experience:

• Maintains contact with existing customers through meetings, emails and by phone
• Conducts follow-up call (or other channel) to check customer satisfaction after delivery
• Keeps in touch with customer during period of waiting time, invites customer to retailer events, informs about services, sends vehicle manual, etc., evaluates/leverages potential post purchase upselling opportunities
• Addresses inquiries/complaints and directs them to the responsible person, ensures the customer is informed about the solution process and next steps, as well as ensures all issues are solved immediately

Data Capture and Administration

• Records customer interactions in the corresponding Dealer Management System (DMS) after each contact
• Tracks usage of customer and update customer profile
• If initial contact (e.g. online sales channel/Volvo Event) has already taken place, uses information received and invites the lead to the respective next steps

Job Requirements:

Good general education. Bachelors or diploma holding

Professional experience as a sales consultant, customer care and experience within the Automotive Industry.

Arabic & English

Behavioral Competencies:

1. Customer Focus

2. Negotiation Skills

3. Emotional Intelligence

4. Attention to Detail

5. Teamwork

Technical Competencies:

1.Brand Knowledge

2.Market Awareness

3.Financial Awareness

4.EV Knowledge

5. Charging Knowledge