Career Development Center
PES Trust, Shivamogga
Ref: CDC/PESITM/PESIAMS/2024 30/08/2024
CIRCULAR
SHAKTI TOYOTA CAMPUS RECRUITMENT
SALES OFFICER (FIELD/SHOWROOM) JOB DESCRIPTION
KEY PURPOSE
The Sales Officer is responsible for selling new vehicles with the objective of achieving Volume and
Customer Satisfaction standards. Assist customers in determining vehicle needs and completing financing
paperwork, wherever applicable. Build customer loyalty and increase Customer Satisfaction through
professionalism, trustworthiness, sincerity, positive attitude and a business-like appearance in every
customer touch point.
DUTIES AND RESPONSIBILITIES
• Greets all customers promptly; provides timely professional service.
• Completes Customer Records promptly and accurately.
• Provides excellent customer service by listening to customer inquiries and requests, asking questions to
identify needs, resolving customer concerns, and sells additional services when appropriate.
• Improve SSI, or any other customer satisfaction related scores
• Builds customer loyalty and promotes the dealership brand image.
• Is accurate and timely in completing paperwork and assigned tasks.
• Sells accessories, Insurance and Finance products.
• Delivers vehicle to customers in a positive and memorable way.
• Effectively prospects by phone, mail, e-mail and face-to-face to meet prospect generation targets.
• Identifies repeat customers and treats them accordingly.
• Contacts previous customers, especially those who are ending their finance tenure, about new product
arrivals.
• Notifies prospects of upcoming special programs and promotions.
• Calculates and tracks progress of sales and prospect goals and sales deals.
• Shifts priorities and goals as work demands change.
• Maintains composure and courtesy in dealing with customers and fellow employees.
• Ensures that work is completed on time and as required
• Acts quickly to implement plans; organizes work efficiently; follows up to ensure successful
implementation.
• Identifies and supports opportunities for methods/process improvement (for example, monitoring
inventory levels and tracking showroom traffic).
• Identifies ways to improve operations and customer service.
• Maintains an effective customer contact system that encourages new, repeat, and referral business and
contributes to customer satisfaction.
Career Development Center
PES Trust, Shivamogga
• Reference existing manuals, publications and other written documents to obtain needed information.
• Keeps up-to-date on Toyota products and competitor products.
• Meets or exceeds monthly income and sales goals.
• Maximises recommendation sales
• Tracks competition performance for his assigned territory
LEVEL
This job is placed in Level 3
SKILL REQUIREMENTS
• Explains the price of the vehicle in a way that the customer focuses on the value of the vehicle, rather
than the price.
• Effective and accurate with finance calculations.
• Effective problemsolving skills.
• Adaptable and flexible.
• Able to perform multiple tasks effectively.
• Empathetic to customers and their problems situations.
• Communicates effectively, especially in problem situations by phone, e-mail, and face-to-face.
• Exhibits a team attitude towards management and peers.
• Able to effectively negotiate.
• Able to effectively sell at a retail level.
• Applies active listening techniques.
• Able to effectively resolve conflicts.
• Manage time productively.
• Maintains composure and perspective in difficult situations.
• Plans and organizes effectively.
• Utilizes basic PC and software skills.
• Objection handling skills.
• Product knowledge
• Competition knowledge
• Driving
EDUCATION
• Diploma / Degree (Technical / Non-Technical) / MBA
• Sales and Marketing qualification would be added advantage.
EXPERIENCE
• Marketing or Sales experience (counter / door to door).
• Auto industry (4W) experience preferred.
• Should possess 4W driving license.
• 1-2 Year experience
Career Development Center
PES Trust, Shivamogga
SERVICE MANAGER JOB DESCRIPTION
KEY PURPOSE
The role of a Service Manager is to lead and manage his team and ensure the service revenue and
customer satisfaction targets for the department are achieved.
DUTIES AND RESPONSIBILITIES
• Make a business plan for the department.
• Supervise all personnel in the Service Department.
• Interacts with Parts in charge, Hospitality Manger and Body Shop in charge.
• Utilize job description, including performance criteria to communicate expectations, monitor and
measure individual effectiveness
• Improve CSI or any other customer satisfaction related scores
• Communicate Customer Satisfaction Service Standards to all service personnel.
• Monitor results of the CSI Surveyand implement process strategies to continually improve customer
satisfaction ratings.
• Establish and maintain a Consumer Relations Policy that ensures complete customer satisfaction. Also
provide a customer record and follow up system, resolve customer complaints and build loyal clientele
for the dealership.
• Ensure technical ability is maintained at the highest level to improve FTR capability.
• Establish the facility requirement, manpower requirement and imparting training to the people.
• Ensure profitability of the Service Department by attaining service department financial objectives and
achieve service absorption.
• Monitor and take corrective actions based on the Workshop Monthly performance report [including
service absorption]
• Manage departmental expenses effectively.
• Initiate housekeeping, safety and security procedures that result in a safe and attractive work
environment.
• Utilize personnel management system that incorporates dealership policies on recruiting, hiring,
orientation, staffing levels and pay plans (including incentives and fringe benefits).
• Control Workshop process effectively.
• Maintain dealership equipment in effective and safe working condition.
• Ensure proper functioning and utilization of DMS
LEVEL
This job is placed in Level 4
SKILLS REQUIREMENT
• Ability to make Business Forecast and Budget for the Service Department.
• Able to analyze data and take corrective actions if required.
• Maintain effective interpersonal relationship with all people.
Career Development Center
PES Trust, Shivamogga
• Ability to control costs within allocated budget.
• Able to train, develop and motivate department employees.
• Eye for detail and be a process champion.
• Understand DMS
• PC Literate (MS Word, Excel, PowerPoint)
EDUCATION
• Engineer
• Management qualification preferred.
EXPERIENCE
• Minimum 5 to 7 years of experience in automobile workshop Service function.
• At least 2 years in a team leader or department head role.
Career Development Center
PES Trust, Shivamogga
SERVICE ADVISOR JOB DESCRIPTION
KEY PURPOSE
The Service Advisor is responsible for recording the service needs of the customers and ensuring that the
vehicles are delivered on time after completion of all repair works as per the RO.
DUTIES AND RESPONSIBILITIES
• Promptly acknowledging the customer on arrival.
• For appointment customers, should be aware of vehicle history.
• Listen to customer concerns and note it down in the RO.
• Coordinate with tech specialist for vehicles that need to be taken on road test to identify certain
concerns.
• Prepare RO with customer needs clearly written with symptoms and occurring conditions
• Able to provide a realistic time and cost estimate for the RO by using DMS.
• Pass on the RO to floor supervisor explaining him the nature of job to be done.
• If any delay foreseen in delivery of vehicle, promptly informing the customer through CRE.
• Ensure the vehicle is in a clean condition before it is delivered to the customer.
• Explaining the work done and the cost to the customer.
• Able to sell other workshop services to the customers.
• Promote accessory, tire, battery, etc. sales.
• Deliver high customer satisfaction CSI by following all CSI parameters
LEVEL
This job is placed in Level 3
SKILLS REQUIREMENT
• Should be receptive and an excellent listener
• Must exhibit customer friendly attitude.
• Possess good communication skills.
• Be a proactive person.
• Should be a solution provider.
• Read, write and speak English.
• Knowledge of automobile working essential.
• Work on computers
EDUCATION
• Graduate (technical qualification will be added advantage.)
• Engineer/Diploma
EXPERIENCE
• Prior experience in automobile industry desirable.
• 2 to 3 experience in customer handling.
Career Development Center
PES Trust, Shivamogga
Deadline for Registration: 02/09/2024 [9AM]
Link to Register: https://forms.gle/5B45J2tXnu636Gp97
Dr.Prasanna Kumar T M
Head – CDC, PES Trust-Shivamogga
