Sales Manager at Boston Harley-Davidson – Revere, Massachusetts

Job Data

Job Title: Sales Manager

Department: Sales Department

Supervisor: General Manager

Summary Description

Manages employees and operations of the sales department.

Key Results Areas

• Sales Department Operations
• Business Office Operations
• Management
• Customer Service
• Promotions

Major Duties and Responsibilities

1. Sales Department Operations

• Oversee and manage all operations of new and pre-owned vehicles.
• Ensure sales department contributes acceptable levels of gross and net profit.
• Ensure sales personnel are well trained, motivated, and available when needed.
• Determine sales quota’s for sales personnel in accordance to their skill levels.
• Oversee sales, trade-ins, and delivery of all new and used vehicles.
• Maintain a sales history and/or vehicle history log book.
• Establish realistic forecasts.
• Initiate and maintain an inventory control system along with net profit objectives which eliminate the possibility of “lower than anticipated” profits.
• Become familiar and efficient with all phases of the computer system required for sales management.
• Maintain a balanced new unit inventory in proportion to sales.
• Establish procedures to ensure timely and proper completion of all paperwork.
• Maintain showroom with a variety of vehicles set-up with different accessories and paint schemes, displayed in a well lighted environment which draws customers.
• Initiate procedures for quick and efficient handling of warranty items, including tagging and proper storage of these items.
• Maintain clean efficient facilities.

2. Business Office Operations

• Oversee and direct the business office operational activities related to providing finance, insurance, and extended service programs.
• Produce acceptable levels of revenue and profits for the dealership by selling finance, insurance, and extended service programs to new and used motorcycle customers.
• Cross-sell parts, accessories, and ready-to-ride products to customers.
• Establish and maintain good working relationships with several finance sources, factory and otherwise.
• Actively recruit and maintain a strong market base for the providing of available finance and Insurance products. Pro-actively use sales techniques.
• Analyze departmental activities and practices effective problem solving techniques.
• Employ a system of responsible accounting, including budget and internal controls. Set monthly sales objectives and attain goals. Provide with reports, as requested.
• Pursue a continuing program of formal and informal education in the area of expertise to maintain, strengthen and broaden service. Belong to (or join) any relevant associations.
• Submit paperwork to and obtain approval from finance sources on all finance deals.
• Set up finance forecasting in conjunction with the sales department forecasting to achieve a desired percent of penetration and income. This is to be done on both a monthly and an annual basis.
• Maintain files of active insurance and financial agencies. Maintain a Finance and Insurance logbook. Prepare monthly penetration reports on finance penetration.
• Establish and maintain procedures to ensure timely and proper completion of all sales related paperwork. Also check all paperwork for correct title, line information, taxes, errors, etc.
• Handle all rate quotations.

3. Management

• Establish departmental work schedule, balancing the work load of all employees.
• Train Staff to use consistent and current sales methodologies.
• Set policies and procedures for sales department.
• Manage employee performance (evaluate and council) and conduct performance reviews in a timely manner.
• Assist with recruiting, interviewing, hiring, and terminating employees.
• Forward records of all employee performance reviews, disciplinary actions, job promotions, pay adjustments and letters of commendation to appropriate personnel for placement in personnel files.
• Provide training for all sales employees (seminars; workshops; sales schools, etc.).
• Maintain sales follow up programs.
• Maintain budgeted revenue and expense objectives.
• Develop promotional campaigns in conjunction with the parts and service departments.
• Maintain efficiency reports on sales representatives.
• Provide reports to GM, as requested.
• Develop monthly and annual objectives for the department in collaboration with GM.
• Attend training sessions to keep current with sales department issues.
• Set up and maintain an adequate program which will ensure a 100% turnover ratio to the Business Manager or F&I department.
• Responsible for informing the entire dealership staff of any new programs or promotions relative to F&I. Also develop promotional campaigns in conjunction with other departments.

4. Customer Service

• Provide prompt, dependable, high quality, vehicle sales to customers by using current pro-active feature benefit sales techniques.
• Greet customers immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• Ensure customers are properly qualified for needs, wants, and ability to buy.
• Institute a feature / benefit selling methodology so that all customers receive consistent treatment when doing business.
• Ensure cross sales of P&A, financing, general merchandise, warranties, insurance products and services.
• Develop and ensure use of a common and consistent quotation methodology for vehicle sales, trade-ins and purchases.
• Ensure that the delivery of any new or used motorcycle is and “EVENT” that will endear customer to the dealership.
• Demonstrate commitment to the dealership’s philosophy of quality service to all customers and acts as a role model to other dealership employees.
• Establish and ensure road test, pre-delivery inspection, and vehicle delivery policies and procedures are followed.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.

5. Promotions

• Plan and execute “exceptional” promotions to bring both “new and existing” customers into the dealership on a regular basis.
• Coordinate promotions with other departments to maximize return on promotions spending.

6. Other Duties

• As Assigned

Commitments

• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all sales personnel by maintaining positive relationships with customers, employees GM and owner(s).
• Remain current with all sales department training available by reviewing ProSell & P.A.C.E. tapes and attending seminars, workshops, and other related training programs.
• Be prompt and available for flexible scheduling.
• Be honest and fair in all business dealings.
• Demonstrate an interest in growing the sales business.
• Focus on quality.
• Passion: Has enthusiasm and excitement for motorcycling.
• Respect: Understands that no individual is more important than anyone else, and no individual’s time is more valuable. Have empathy and listen to others as everyone is important
• Integrity: Is honest and fair in everything we do. Does the right thing, not the convenient thing.
• Dedication: Works hard and with purpose with energetic effort. Finds a way to get the job done without excuses.
• Enjoyment: Makes a positive difference in the NEMG culture by having a good time in having fun at work, playing, and including our riders.

Qualifications & Job Requirements

• 3-5 years progressive experience within the sales department of a motor vehicle dealership.
• Prefer knowledge and experience with sales of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• Must have the ability to get along with a wide customer base.
• Be a "team player", that is cooperative, supportive, and helps other team members. Desire to partner with other NEMG teams as a trusted extension of the team to advance the purpose of the company, regardless of whether the duty is listed in any specific job description.

Physical Demands

• The noise level in the work environment is occasionally loud.
• Occasionally requires the ability to balance and push a 900 lb. motorcycle.

Working Conditions

• Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
• Occasionally, exposed to exhaust fumes or other airborne particles.