Santa Cruz, California, United States
Operated a full spectrum start to finish sales process online, in-store, and to the completion of contracts. Grew Internet Sales Department's total production year after year from 2013 to 2020. Engaged online shoppers by email, text, video, and phone at a high volume each day. Followed up on over 200 online sales leads per month as well as unsold and sold leads. Provided detailed purchase and lease quotes by email and in-person. Set and met with in-person appointments to present and demonstrate vehicles. Using meticulous attention to detail, processed credit, negotiated terms, finalized deal structure to bank guidelines, closed sales, upsold finance, insurance, pre-paid maintenance, and extended service contract options, finalized paperwork, and electronic contracts for filing with DMV and lenders. Upon delivery of vehicles, provided customer orientation to operation of vehicle features to ensure new owners were confident in operation of product for positive ownership experience. Followed up after the sale to ensure complete satisfaction. Developed network of repeat and referral customers, increasing sales numbers each year. Maintained New Vehicle Customer Satisfaction Survey Scores above 95th percentile. Inspired trust and delivered transparency in the online vehicle marketplace. Earned multiple positive reviews with my name mentioned on Yelp and Google.
Completed personal goal of finishing college. Earned Bachelor of Science in Business Administration, Management, Human Resources at California State University Stanislaus.
• Delivered thousands of customer-specific feature, advantage, and benefit presentations. • Averaged an 80% customer test drive demonstration rate. • Maintained a personal Customer Satisfaction Index above national level. • Greeted, built rapport, investigated, presented, demonstrated, negotiated, closed, and followed up with customers. • Kept product knowledge of competitors complete and up to date. Awarded #1 in nation during General Motors 2004 GMC Canyon product knowledge competition. • Developed solid time management and organizational skills. Completed over 100 calls and emails per day covering follow up of sold and unsold customers as well as in-person shoppers. • Achieved over 50% of personal sales from repeat and referral business. Maintained commercial and fleet accounts throughout the Modesto Area. • Earned multiple promotions, progressed through the roles of, Trainer, Floor Manager, Finance Manager, and Internet Sales Manager. • Managed and maintained a staff of 15 sales consultants. • Recruited and interviewed potential employment candidates. • Created and implemented daily training programs to ensure sales consultants delivered a consistent brand message and pleasant experience. • Motivated salespeople by example and positive reinforcement, praising strengths, and building up weaknesses. •Forecasted and tracked short term and long term sales goals. Tracked three month rolling averages of salesperson activities and results, then set performance goals based on them. • Mitigated customer concerns with listening, patience, and understanding to resolve complaints with complete satisfaction. • Finalized negotiation of terms between dealership and customers completing vehicle purchases. • Increased total sale value by cross-selling finance and insurance products with vehicle purchases at over 50% penetration rate.
Full knowledge of successful Restaurant Environment in front of house and back of house.