Courtesy Chevrolet

eFinance Sales Specialist (FSS)

Job Description & Pay Plan

Narrative Description:

The eFinance Sales Specialist (FSS) is responsible for receiving and responding to web based electronic credit applications (leads) and phone calls that result from prospects and customers visiting various Courtesy Chevrolet and associated credit related web sites. The FSS will be evaluated based on performance standards that measure how many leads were converted to showroom visits and how many of those showroom visits resulted in a sale. The FSS should be fully capable of both traditional and Special Finance automotive sales processes. The FSSis required to execute customer communications via email, telephone and face-to-face that conform to the standards and processes put into effect by the CRM/eBusiness Director and Courtesy Chevrolet management. An FSS must show up for work on time, per the eFinance Sales Manager’s published schedule and conduct himself/herself in a manner compatible with the existing corporate culture, and general policies and procedures of Courtesy Chevrolet.

Qualifications and Duties include the following:

Execute Sales Process in Accordance with Courtesy Chevrolet Sales Strategies
  • Be able to sell cars and trucks using email, phone and face-to-face skill sets
  • Show up for work on time and as scheduled by manager
  • Attend sales meetings for both the dealership and the eSales department
  • Use a personal computer for email, Lead Management Tool (LMT), web sites and MS office applications such as Word, Excel and Internet Explorer
  • Respond to Special Finance Leads within 30 minutes of receiving them in LMT
  • Call prospects within 45 minutes of receiving a new credit application (lead)
  • Set appointments dealership visit with at least 35% of prospects received
  • Achieve Lead-to-Dealership conversion rate of 25%+ on new leads received
  • Sell at least 40% of prospects who visit the dealership after submitting a new lead
  • Achieve an overall Lead-to-Sales closing ratio of 10% or higher
  • Understand the buying profile and patterns of the Internet customer
  • Use Courtesy Chevrolet’s Lead Management systems to ensure response time to all customer inquires – email, fax or telephone – is virtually instantaneous
  • Utilize personalizedCourtesy Chevrolet email templates for communications
  • Utilize Courtesy Chevrolet telephone word tracks as guidelines for process and flow of customer phone contacts
  • Execute Courtesy Chevrolet’s eFinance Sales strategy when responding to leads in a way that profitably competes for customers both on-line and off-line
  • Execute the Courtesy Chevrolet eFinance Sales process in a consistent manner that results in a customer experience designed to achieve the highest sales ratios
  • Register all sold customers in GM programs designed specifically to tie them to Courtesy Chevrolet…
  • When assigned by manager; register, schedule and attend training and information seminars designed to learn the latest processes and techniques for eFinance Sales
  • Attend weekly General Sale Meeting on Fridays at 8:00AM
  • Attend weekly Internet Sales Team meeting on Thursdays at 1:00PM
Measurement and tracking systems
  • Each day, the FSS must complete and submit their paper based appointment tracking log to the eFinance Sales Manager
  • Enter all prospect communications notes, records and customer appointment data into Courtesy Chevrolet’s Lead Management Tool
  • Track and comply with programs that measure FSS process success:

Leads Received

Outbound Telephone Calls

Appointments Set

Appointment Shows

Sales

Finance Stipulations Collected – Deal Billed

  • Each FSS must ensure that appointment information is provided to the showroom receptionist, as well as the sales desk in Courtesy Chevrolet showrooms
  • Ensure that customer’s name is on welcome boards in the showrooms
  • Comply with procedures to ensure all customers are tracked and follow-up is maintained using the dealership’s lead management tools and the BDC
  • Cooperate with procedures to quality control email and telephone contacts
  • Maintain tracking logs showing eFinance sales updated each day of the month
  • Prepare daily, weekly and monthly reports, then turn in to eFinance management
  • Prepare reports showing appointments scheduled, which customers showed up and which customers were sold from eFinance leads received
Courtesy Chevrolet Web Sites
  • Be thoroughly familiar with the characteristics of all Courtesy Chevrolet eFinance and Special Credit affiliated web sites… These include:

/
/
/
/
/
/
/
/
/
/
/
/
/
  • Know how to use Lead Management Tool utilities to make changes in FSS profile, email templates, reports and customer profile up-dates
  • Learn to look up inventory data, track vehicle shipments and locate prospect desired vehicles using GM technologies ( )
  • Be able to use photos of vehicles in emails when working with prospects
  • Keep current on all incentives & promos to ensure price quotes are current
  • Be able to use links to third party web sites in emails sent to customers
  • Know how to use Lead Management Tool metrics and reports to improve process performance and sales closing ratios
Information Technology Account Management Requirements
  • Establish and maintain GM Salesperson account at: and become proficient with Ordering, Production Tracking, Inventory and Vehicle Locate applications
  • Establish and maintain NetTrack/BuzzTrak account at: and complete Phone based online training as provided by NetTrack Support
  • Establish and maintain GM Certified Internet salesperson account at: and become GM Internet Certified Sales Professional
  • Establish a Courtesy Chevrolet UCS Dealership Management System user account using PowerWorkstation PC based application, complete all Computer Assisted Training (CA) courses to ensure system application competency
  • Establish and maintain a email account using MS Outlook application and check and respond to Courtesy Chevrolet email messages on a daily basis
  • Establish and use a Yahoo.com email account for use in “Mystery Shopping” competing dealerships in Arizona.
  • Install Kelley Blue Book “KarPower” used vehicle valuation software on your assigned Courtesy Chevrolet PC workstation, learn to use it for Trade-In values

Other Duties & Responsibilities

  • Be technically proficient in selling cars using Special Finance techniques
  • Conduct online visits to credit related sites to monitor their strategies and tactics
  • Build rapport with senior managers to ensure support for eFinance Sales
Performance Requirements and Benchmarks
  • Unit Sales: 8 Units/Month Minimum Requirement (3 month rolling average)
  • Unit Sales: 12 Units/Month or more is the Benchmark for FSS’s
  • Outbound Calls: 40 Calls/Day Minimum Requirement (5 day average)
  • Outbound Calls: 200% of Working Leads/Day is Benchmark for FSS’s
  • Lead to Showroom Conversion: 15% Minimum Requirement (monthly average)
  • Lead to Showroom Conversion: 30% or more is the Benchmark for FSS’s
  • Closing Ratio on Shows: 30% is the Minimum Requirement (monthly average)
  • Closing Ratio on Shows: 50% or more is the Benchmark for FSS’s

The above Minimum Requirements must be met in order to stay on the Internet Sales Team… Benchmark levels are what is expected and required for promotions or bonuses.

Compensation Plan – Effective June 1, 2006

Mid-Month Draw Against Commissions: $1,500.00 payable on 16th of month
(contingent upon minimum performance requirements)

Commissions are based on the “Total Gross Profit” generated for each vehicle sold, including profit on sale (front end), profit on Financing and Insurance (back end), profits on aftermarket and accessories (ProShop). The percentage of commission paid to the FSS are based on the following sliding scale, retroactive to the first unit sold:

1 to 14 vehicles sold: 15%

15 to 18 vehicles sold: 17%

19 to 22 vehicles sold: 19%

23& Up vehicles sold: 21%

Overaged Inventory Bonuses:

Variable – Announced in conjunction with Overaged New and Used Spiff Lists, additional bonuses are periodically announced for specific individual vehicles

Accepted:______Date:______

FSS Name (printed)______

eBusiness Director:______Date:______

Director Name (printed)______