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Sales Advisor Apprenticeship
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About the Role
To assist in the smooth and profitable operation of the service and parts department, with strict adherence to dealer standards. Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What You'll Do at Work
- To assist in meeting objectives, ensuring CRS targets and operating standards are achieved
- To assist in receiving customers, discuss, identify and progress routine service and repair and parts requirements
- Assist to promote the sale of service and accessories
- Assist to ensure that maximum profit is achieved from all service works in accordance with company policy
- Assist to order and distribute Parts as required
- Assist Discuss and identify manufacturer’s warranty, routine service and repair requirements with customers
- Assist Ensure that service / repair jobs are completed satisfactorily and to time specified making sure all warranty items are available for return to manufacturers
- Assist to ensure that any delay in the completion of work is reported to the customer
- Assist to Accept payments for work according to Company policy
- Assist to accurately cost all invoices for payment
- Assist to ensure price lists and charge out rates are kept up to date at all times
- Assist to prepare and analyse job cards for work carried out under the terms of warranty
- Assist to ensure that all Warranty policies and procedures are adhered to
Where You'll Work
Coombe Lane Flyover, Beverley Way, London, SW20 0AD.
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Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider
LEARNING CURVE GROUP LIMITED
Training Course
Customer service specialist (level 3)
Course Contents
- Business focused service delivery:
- Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision making and providing recommendations or advice
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organization’s needs as well as the customer requirements
- Providing a positive customer experience:
- Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost-conscious mindset when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights:
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance:
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement:
- Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
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Training Schedule
6 Hours per week of off the job training that will take place in the workplace.
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
After This Apprenticeship
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in a new tab).
- Progression into full-time Sales Advisor.
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