BMW Service Genius

• Assist management in developing a personal sales strategy and its successful implementation.
• Effectively coordinate with the management to ensure implementation of active prospecting activities.
• Demonstrate the ability to achieve the unit sales, profitability, finance revenue, customer satisfaction, lead generation and quality objectives.

• Maintain on-going positive relations with all clients to encourage repeat business and referrals.
• Keep accurate and current records of client follow-up activities.

• Always treat all fellow employees with courtesy and respect.
• Seek and take guidance from management and follow their instructions.
• Support management’s decisions.
• Offer your ideas and asks questions of management to sustain clarity of dealership processes and policies.
• Education Qualifications and Personal Development
• Attend all required dealership and brand training sessions.
• Stay current on BMW vehicle technologies, features, and benefits.
• Stay current on third party reviews of BMW and its competitors.
• Stay current on competitive vehicle’s technologies and features.
• Attend all dealership and department meetings, as required by management.

• Effectively demonstrate initiative daily.
• Self-driven, results-oriented with a positive outlook.
• Strong interpersonal skills combined with a passion to serve our clients.
• Clear focus on delivering work of the highest quality.
• Extremely organized with a dedicated attention to detail.
• Manage time at work in the effort to increase productivity.
• Mature, honest, reliable, and credible; demonstrating superior ethical standards.
• Respectful of and comfortable dealing with all people, cultures and nationalities.
• Maintain professional appearance and demeanor at all times

• Excellent verbal and written communication skills as well as excellent listening skills.
• Excellent persuasive and interpersonal abilities for dealing with internal and external customers.
• Adept in the use of computers, technical systems, tablet applications and social media.
• Know, understand, and passionately share industry knowledge as it relates to the client’s story.
• Know, understand, and follow federal, state, and local laws that govern auto sales.
• Know, understand, and follow all dealership procedures and policies.

• Promptly greets and assists clients who enter or contact the dealership in a highly professional manner using the 10ft/5ft standard.
• Handle incoming telephone and internet inquiries in a prompt and professional manner, following all dealership guidelines.
• Treat all customers with courtesy and respect; making them feel welcome, appreciated and comfortable.
• Highlight features on the vehicles in the showroom by using the Genius Mode Tool
• Increase the number of touch points while engaging the customer during the buying experience using the Virtual Product Presenter.
• Demonstrate the ability to interview the customer to uncover their vehicle desires and needs to help them decide on a vehicle that compliments their lifestyle.
• Ensure that the client fully understands the vehicle’s operating features.
• Be prepared to explain to customers the key advantages of BMW over the competition.
• Conduct a quality demonstration drive and follow the dealership’s designated routes - highlighting specific features that correlate to what was discussed during the needs assessment.
• Use the dealership’s customer follow-up process and system, documenting all communication in the CRM.
• Foster an emotional connection with the client by explaining the value and advantages of doing business with our Center.
• Conduct all interactions in a positive, respectful, and professional manner.
• Ensure that the customer is never left waiting alone for more than a few minutes at any time during their visit.
• Stage cars for delivery and perform a quality check on the vehicle to ensure it is meeting our client’s expectation of premium.
• Match a client’s level of excitement when they exit finance and walk them to their initial delivery
• Introduce the customer to the Service Department personnel by name along with a story about that advisor. Make the connection count.
• Deliver sold vehicles, matching the client’s energy level, ensuring that the customer understands all operating features.

• Document the initial delivery in the Relay App, making note of your interaction and set up an appointment to Encore delivery.
• Ensure that all commitments made to the customer are fulfilled.
• Perform follow up call with the client with-in 24-48 hour using an enthusiastic tone.  Sincerely congratulate the client on their new vehicle and invite them back to the center to complete their BMW ENCORE (if apt was not created during initial delivery).
• Perform the second delivery/ Encore using the customers preferred learning style.
• Follow up Encores with a thank-you card that includes a personal touch of something you discussed in the Encore.
• Ensure all Encore deliveries are recorded in the RELAY App.
• Check CSI scores daily and send report to Corporate.
• Create a Customer Board and action plan of Quarltrics.
• Preform ESA exception report, follow up with Client Advisors on any ESAs that are not completed.
• Ensure information posted on the Centers website is accurate and up to date.
• Film tutorial videos that are informative, entertaining, and professional.
• Work with clients to resolve technology issues before setting up a service appointment.
• Ensure the showroom and anything in the guest line of site is clean and organized.
• Manager loaner fleet vehicles.
• Valet service pick-up and delivery
• Educating Client Advisors on LCI updates.

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