JOB FUNCTION IS NOT LIMITED TO ESSENTIAL JOB DUTIES. ADDITIONAL DUTIES MAY BE ASSIGNED AT THE DISCRETION OF THE RALPH SCHOMP AUTOMOTIVE MANAGEMENT TEAM.
The Customer Experience Facilitator creates and sustains an outstandingly impressive experience for every Schomp customer.
The CEF supports the sales staff and managers whenever possible by maintaining the following:
- Consistent Energy. Even on a slow day, each customer must be greeted enthusiastically. People are mirrors of YOU, so strive to keep the atmosphere up-beat and the mood light and stress-free.
- Consistent Positivity. Even if you have are having a hard day personally, it is your job to exude happiness. So even if you are not happy – fake it! Smiling actually makes you feel happy. People are mirrors of YOU, so strive to see a happy face on every other person by being positive yourself.
- Consistent Attentiveness. Regular sweeps of the showroom – every 8 minutes or less. Be aware of the needs of customers and act quickly based on those needs. Do not wait for someone to ask for something that you could have already offered.
o Take pride in YOUR showroom, product, and staff. Take ownership of your workplace – the way it looks and the way the environment feels is a reflection of YOU.
o Do what is necessary to ensure you can have pride. This includes keeping the showroom looking pristine and curbing negativity coming from frustrated staff and/or clients.
- Awareness of both external AND internal customers. The customers of Schomp are external customers, but as manager of the showroom, the entire staff at Schomp is your customer – so act accordingly, and treat everyone with equal respect and kindness.
- Conversation with clients. Conversation is based on YOUR initiative – you must take every opportunity to reach out and be friendly.
o Starting a conversation should not be forced – it needs to be genuine. Always begin with a smile and a greeting (“Hello! How are you? Welcome to Schomp!”) Then follow up with a lead into helping the client with whatever he or she needs. AVOID “How may I help you?” and instead use language like, “May I help you find someone?” Or “May I direct you someplace?” or “What brings you in to Schomp today?”
o Conversation is a game of catch and throw. If you see a person who is waiting or simply looks bored, go have a chat! Begin with a question for them or a comment on life, and be ready to engage with them and toss the conversation “ball” back and forth.
o Be aware of client mood and adapt to meet his or her needs. If a person obviously wants to be left alone, then leave them alone! But ALWAYS let them know that you are available if they need anything. “You’re doing well? Fantastic! My name is Charissa. Please let me know if you need anything. I am here to make you happy and comfortable!”
- CEF Rapport. We are NOT salespeople – so we can build and maintain rapport with clients easily and without the “fear” that can be associated with salespeople. Let people know you are not approaching them to sell them a car, but just to make them comfortable. “Hello! I just wanted to welcome you to Schomp and offer you something to drink – may I get you a water, coffee, or soda?”
- The face of Schomp. We are the first and last impression a customer receives – so be aware of the impressions you make and be aware of how to improve an impression if a client is visibly unhappy about something at Schomp. The goal is to create an environment so inviting, stress-free, and positive that our clients will leave thoroughly impressed with Schomp – even if the nature of their visit had potential to be negative.
*** Assisting and supporting the sales staff and managers is important, but it comes AFTER the first priority – the customer. The CEF is responsible first and foremost for managing the customer experience. All other projects and responsibilities come after the priority is met. If these priorities are being mixed, speak with your manager about how your workload can be lightened to allow you the time you need to create and maintain an astoundingly impressive experience for your customers. Come to work ready to multi-task. If you are working on something and a client comes in – put down what you are doing and attend to the client. If you have been working on something at your desk for a while – put it on hold, get up and do a lap around your showroom just to check on everything. If all is well, then go back to your desk. Your desk is your station but it does not make you stationary. You should sit at your desk only when (1) your clients are all happy and comfortable, (2) your showroom is pristine and (3) you are fully aware of everything going on in it.***