• Ensure customer awareness of all products and services available.
• Sell additional products, services and repair work as appropriate to customer needs and in accordance with
individual and/or team targets.
• Understand features and benefits of products and services and promote these accordingly.
• Undertake prospecting to generate additional business.
• Accurately maintain departmental systems including (but not limited to) customer records, job documentation,
alternative transport and customer follow-up systems.
• Carry out relevant preparation for the customer’s visit (eg. pre-calls; print job cards; field campaigns, DISS
reports, TPI’s (Technical Product Information) etc.) in line with service core process, updating documentation
accordingly.
• Offer extra services to every customer, including a vehicle health check (VHC), bringing their attention to any
relevant current service offers, linking to relevant benefits such as safety.
• Visually inspect customer vehicles and loan cars, documenting any damage where relevant.
• Provide customer estimates calculating accurate charges for all parts, labour and service repairs.
• Promptly prepare and explain invoices following completion of work, ensuring charges/details are accurate.
• Verify and obtain copies of documentation where relevant, such as customer’s driving licence or insurance
documents when issuing loan cars.
• Gain prior authorisation from the customer for completion of work, including signatures as required.
• Receive and process payments promptly and in accordance with company procedures.
• Document all warranty work as per the manufacturer’s requirements and company policy.
• Meet all deadlines as set by your line manager, the company or the manufacturer.
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