Job Title………………….

Sales Associate

Department……………...

Sales Department

Supervisor……………….

Sales Manager

Provide prompt, dependable, high quality, vehicle sales to customers by using current proactive feature benefit sales techniques.

·                     Motorcycle Sales

·                     Customer Service

1)

Sales Department Managers

·     Attain new and used sales quotas as agreed upon with the sales manager.

·     Use floor time effectively to meet customer needs and solicit sales of all products.

·     Present the features of all products to customers along with their benefits.

·     Show each customer advantages of products over competing brands.

·     Maintain the computerized inventory control system along with net profit objectives which eliminate the possibility of “lower than anticipated” profits.

·     Cross sell additional parts, accessories, HOG memberships, F&I products, Warranties & service contracts etc. with all new and used vehicles.

·     Follow procedures to ensure timely and proper completion of all paperwork.

·     Follow procedures for quick and efficient handling of warranty items, including tagging and proper storage of these items.

·     Introduce new customers to the service, parts, general merchandise and F&I departments and their personnel.

2)

Customer Service

·      Greet customers immediately, in a courteous and friendly manner.

·      Ensure customers are properly qualified for needs, wants, and ability to buy.

·      Practice a feature / benefit selling methodology so that all customers receive consistent treatment when doing business.

·      Use a common and consistent quotation methodology for vehicle sales, trade-ins and purchases.

·      Conduct a road test, and pre-delivery inspection prior to delivery to customer.

·      Ensure the delivery to customer is an “EVENT” which endears the customer to the dealership.

·      Contact customers using mailing lists, tickler files and personal follow-up to encourage additional sales and ensure customer satisfaction.

·      Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.

·      Attend training sessions to keep current with sales techniques and sales department issues.

·      Cultivate prospects (e.g., showroom customer follow-up, phone-in inquiries, past owners, etc.).

Job Title………………….

General Merchandise Associate

Department……………...

General Merchandise Department

Set-up and maintain an appealing retail environment and assist customers with their shopping and purchase of Harley-Davidson® merchandise.

·                     Customer Service

·                     Retail Sales of General Merchandise

1)

Customer Service

·     Provide excellent customer service to all of the dealership’s customers.

·     Greet customers immediately, in a courteous and friendly manner.

·     Possess the ability to work with several customers at one time while maintaining individual customer satisfaction.

·     Handle telephone transactions quickly, and courteously.

·     Point out any sales, specials, or new merchandise to customers.

·     Assist customers with their selection of merchandise and offer additional product that compliments the purchase.

·     Accept cash & credit card payments for merchandise purchases.  Keep cash register accurate.

·     Notify customers when special orders or back-ordered items are received.

·     Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to excellent customer service.

2)

Retail Sales of General Merchandise

·     Provide prompt and accurate service at cash register.

·     Assist General Merchandise Manager with attaining retail sales plans in General Merchandise.

·     Receive and process merchandise from distributors, check merchandise received against purchase invoice, log merchandise into inventory, and prepare product for showroom floor.

·     Conduct or participate in periodic physical inventory of all merchandise (counts, reports etc.)

·     Assist with set-up, organization, and staging of special events such as Open houses, of HOG activities, fashion shows, etc.

·     Create well-organized presentations, which appeal to our customers.

·     Ensure merchandise displays are stocked, clean, dust free, and appealing to customers.

·     Continuously maintain showroom product availability by stocking shelves and displays.

·     Maintain update customer mailing lists.

·     Attend training sessions to keep current with merchandising & inventory control issues

Job Title………………….

Parts & Accessories Associate

Department……………...

Parts & Accessories Department

Supervisor……………….

Parts & Accessories Manager

Setup and maintain an appealing retail environment and assist all customers with their shopping and purchase of merchandise.

·                     Service Department Support

·                     Customer Service

·                     Clean & Efficient Parts & Accessories Environment

1)

Service Department Support

·      Interface with Service Technicians and ensure their Parts and Accessories needs are being met.

·      Take service technicians’ orders for parts and fill them as fast as possible.

·      Assist service technicians in determining parts & accessories requirements for individual jobs.

·      Recommend related Parts and Accessories, which may be required for a job.

·      Supply cost of parts information on repair orders.

·      Update inventory control system and parts catalogue.

·      Notify service personnel when special parts or back-ordered parts are received.

·      Maintain cleanliness of Parts and Accessories Department and keep inventory neatly stacked and orderly.

2)

Customer Service

·     Provide excellence customer service to all of the dealership’s customers.

·     Assist Parts and Accessories manager with attaining retail sales and profitability plans in Parts and Accessories.

·     Greet customers immediately, in a courteous and friendly manner.

·     Develop and share knowledge of all Parts and Accessories merchandise, parts history, and motorcycle service.

·     Must possess the ability to work with several customers at one time while maintaining individual customer satisfaction.

·     Handle telephone transactions quickly, and courteously.

·     Point out any sales, specials, new merchandise and offer additional product that may compliment the customer purchase.

·     Assist customers with determination of Parts and Accessories requirements and research merchandise in catalogues.

·     Accept cash & credit card payments for merchandise purchases.  Keep cash register accurate.

·     Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to excellent customer service.

Job Title………………….

Marketing Coordinator

Department……………...

Marketing Department

Supervisor……………….

General Manager

Plans and executes marketing, advertising, and product promotion activities, consistent with the goals and objectives of the organization.

·                     Marketing

·                     Advertising & Promotion

·                     Customer Service

1)

Marketing

·     Responsible for the creation and implementation of the dealership’s marketing plan; also maintains routine updates of the marketing plan.

·     Conduct market research activities and analysis and establishes data management to improve the dealership’s marketing efforts.

·     Coordinate the development and implementation of the dealership’s marketing, advertising, and public relations activities.

·     Organize community events for the dealership, such as fashion shows, open houses, motorcycle rides, and charity events; also organize HOG chapter activities.

·     Monitor and analyze marketing promotion results to determine effectiveness of each promotion campaign.

·     Attend training sessions to keep current with marketing techniques.

2)

Advertising & Promotion

·     Direct and coordinate production of advertising and promotional spot announcements, press releases, and direct mailings to customers.

·     Create, review and/or oversee television and radio spots, newspaper, magazine advertising, and other promotional publications.

·     Write and edit promotional and informational materials, such as press releases, brochures, and newspaper and magazine advertisements. 

·     Professionally promote the dealership’s products and services to attract new customers and/or target markets.

·     Authorize information for publication, such as interviews with reporters or articles describing activities of the dealership.