Phone Sales Executive

Who are TPS?

TPS provides independent garages and bodyshops with the high-quality Genuine Parts and products which customers need to ensure they can service and repair Volkswagen Group vehicles. TPS is part of the Volkswagen Group along with Audi, SEAT, ŠKODA, Volkswagen passenger cars and Commercial Vehicles. TPS is a national network of TPS Centres with a 1,500-strong national workforce and a management team that prides itself on creating an environment that offers our people a motivating and inclusive workplace where they are recognised and rewarded and are encouraged to go on a journey of Learning and Development.

Job Purpose

To achieve allocated sales targets, develop and maintain long term relationships with customers, and provide expert knowledge, advice and support to customers. Professionally represent the TPS brand and be a brand champion.

Key Responsibilities

Selling

Achieve personal target KPI‘s and revenue objectives with target customer sets
Accurately identify parts to meet the customer sales requirements
Utilise all product promotions effectively to achieve specific targets set
Identify and exploit all upsell opportunities thereby growing overall sales figures
Maintain own knowledge levels on new or updated parts through the completion of appropriate training courses and reading information from bulletins, catalogues, parts updates, special offers, recalls etc.
Ensure you are adequately trained and understand the Unique Selling Proposition of the TPS brand, the “Features and Benefits” of the TPS product range especially the genuine v non- genuine aspect, and how to overcome sales objections
Record and feedback lost sales opportunities to the Sales Manager

Customer

Ensure you provide a high level of customer service at all times
Be aware and always aim to improve the Customer Satisfaction scoring for your Centre
Build strong relationships with your clients by making relevant and regular contact with them on the phone and via face to face visits
Provide a high level of service to customers - through understanding their requirements, responding to requests, progressing orders and providing expert advice
Where applicable, ensure that trade customers that visit the TPS Centre are dealt with efficiently and quickly
Identify and record customer delivery requirements and communicate to the rest of the TPS Centre team
Resolve any customer concerns or complaints professionally, seeking additional support where necessary
Maintain a professional and smart appearance at all times, and conduct business with the highest level of integrity and professionalism
Ensure that a regular review of all customer discounts are carried out and the appropriate discount is applied based on spend levels in accordance with the TPS Guidelines as outlined in the Operations Manual
Maintain accurate customer records and adhere to the Data Protection Act when handling this data
Provide timely communication to customer on their credit status
Ensure any customer complaints / disputes are handled professionally and swiftly

Communication

Assist, liaise with and support the TPS Centre team to ensure good working relationships and delivery of excellent customer service
Work with the Sales Manager and others to achieve sales targets and provide a joined up approach to sales
Feedback customer comments to the Sales Manager to continually improve customer experience
Ensure that customers are aware of their credit situation and if credit escalations are require follow the TPS Guidelines in the Operations Manual

Systems and Processes

Handle incoming calls and customer enquiries within KPI’s, using the approved greeting
Ensure the proper and accurate use of all systems (e.g. use of EKTA/vin-lookup to search and order parts)
Complete all required documentation accurately and promptly
Deal with all cash and credit card transactions in line with TPS Guidelines in the Operations Manual
Maintain a clean, tidy and efficient working environment
Ensure compliance with business standards and processes, financial, legal and ethical guidelines (including Warranty)
Source additional parts from other Centres or outside the TPS network when necessary

Key Competencies

Genuinely TPS
Customer Experience
Managing Self
Operational Effectiveness

Experience and Knowledge

Previous experience in a parts or distribution operation involving regular telephone contact with retail or trade customers or experience of selling in a fast paced and/or telesales environment
Ability to build strong and trusting relationships
Ability to relate well to others and work as part of a team
Excellent communication skills and telephone manner
Good IT skills
Demonstrates excellent attention to detail and accurate record-keeping

Ref: JC1214

Working Hours

Location TPS Wolverhampton

Salary COMPETITIVE

Benefits Parts

Closing Date 14/06/2022

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Company Info

Head office

Reg Office: Johnsons Cars Limited Empire Court Redditch United Kingdom B97 4DA

Reg. Company Number: 3716766

VAT Reg. No. GB 927 5516 06

www.johnsonscars.co.uk

Financial Disclosure

Johnsons Cars Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts as an intermediary.

Johnsons Cars Limited is authorised and regulated by the Financial Conduct Authority (FCA) (our registration number is 688450. Permitted activities include acting as a credit broker not a lender.

As an FCA regulated credit broker we can introduce you to a selected group of lenders / brokers (see below) who may be able to help you finance your purchase. This group of lenders / brokers provides us with a range of products which may be suitable for your purchase. We will explain the key features of those products to you.

Volkswagen Financial Services (UK) Limited, Evolution Funding Limited, Santander Consumer (UK) plc, Honda Finance Europe PLC, CA Auto Finance UK Ltd, Suzuki Financial Services Limited, Volkswagen Financial Services (UK) Limited, Hyundai Capital UK Limited, Stellantis Financial Services Uk Limited, Toyota Financial Services (UK) PLC, FCE Bank Plc,

We are a credit broker and not a lender. We can introduce you to a limited number of lenders and their finance products, we act as their agent for this introduction. We are not an independent financial advisor; we will provide details of products available. We may advise you on the products, subject to your personal circumstances, though you are not obliged to take our advice or recommendation.

We do not charge you a fee for our services. we will typically receive commission from whichever lender we introduce you to (either a fixed fee or a fixed percentage of the amount you borrow).

Unless we consider it to be inappropriate given your personal circumstances, for certain vehicles e.g. New, our approach is to introduce you to the lender who are usually able to offer the best available package for you, taking into account interest rates, residual valuations (where applicable) and other contributions. If they are unable to make you an offer of finance, or the vehicle is not one that we would normally place with them we will introduce you to other lenders on our panel. The lender we introduce you to and available rates will depend upon a number of factors including: the vehicle, your personal circumstances and the likelihood of a lender to accept an application based on information provided.

Lenders typically pay a commission to us for introducing you to them, calculated by reference to the vehicle model or amount you borrow. Different lenders may pay different commissions for such introductions; some lenders may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement, all of which are set by the lender concerned. If you would like to know the amount of any remuneration we have received from the finance provider, please ask us.

All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over, Guarantees may be required. View our full finance disclosure.

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Phone Sales Executive

Ref: JC1214