After Sales Advisor
After Sales Advisor – Reports to After Sales Manager
Plans and co-ordinates service activity to meet customer requirements and maximise workshop/bodyshop utilisation and profitability whilst working in line with the Toyota After Sales Commitment.
Key Job Areas
Builds rapport and qualifies the customer’s requirements
- Talks and listens to customers to build rapport and understand their service/repair requirements – both their stated and unconscious needs.
- Uses a good understanding of the customer’s needs to guide them towards the product/service that will best meet their needs.
- Quotes prices and availability of stocks and accessories to customers.
- Encourages the sale of genuine parts and accessories whenever possible, acting on opportunities to sell additional products/services and market current promotions
Agrees the details of the work that is to be carried out
- Provides accurate estimates for servicing and repairs, ensuring that the customer is fully aware of the likely costs and timescales involved and setting expectations accordingly.
- Introduces the customer to the appropriate technician to discuss details of the work that is required, where this will add value for both the customer and the centre.
- Schedules work to meet customer requirements, taking into account workshop/bodyshop utilisation targets, job complexity and parts availability.
- Encourages the sale of genuine parts and accessories whenever possible, acting on opportunities to sell additional products/services and market current promotions.
- Agrees vehicle delivery/collection or loan car arrangements. Hands over loan car keys once the customer has signed the loan agreement and the driver’s licence has been checked. Ensures that customer is happy with the vehicle.
- Acts on every opportunity to sell the range of Toyota Extended Warranties and Ron Brooks Service Plans
Co-ordinates workshop activity to deliver agreed work
- Liases with Aftersales to order parts. Notifies customer on arrival to allow work to be scheduled and minimise parts stockholding (WIP)
- Writes job card, detailing any special requirements and distributes to the workshop/bodyshop – briefing technicians where appropriate
- Co-ordinates valeting of customers vehicle and any other work to be sublet, e.g. paintwork
- Organises the collection and delivery of cars for service or repair
- Updates customer database to maintain accurate records of work carried out and aid future prospecting.
- Assesses and records warranty claims as per manufacturer’s requirements
Updates customer on progress and checks customer satisfaction on completion
- Contacts customer to update on workshop/bodyshop progress, agreeing an additional spend and managing customer expectations re costs and timings.
- Invoices customer on completion of work. Reviews invoice with the customer, providing a detailed explanation where necessary. Provides a full explanation of the VSR to every customer
- Checks loan car on return and hands over the customer’s car.
Works as a full member of the centre team
- Works with colleagues and other teams across the centre to provide a seamless service to customers (e.g. by informally observing and responding to the needs of customers who are not being attended to by other members of staff)
- Ensures the most appropriate specialist follows up opportunities for sales by other teams.
Key Success Criteria
- Workshop/bodyshop loading (hours booked)
- Parts and accessory sales and margins
- Customer satisfaction (CRS and Mystery Shopper)
- Customer complaints
- Customer retention and sales of Service Plans and Extended Warranties
- Team working across the centre.
- Stock availability.