Daimler AG, Stuttgart Global Training

Job profile of Certified Mercedes-Benz salespersonGlobal Training – The finest automotive learning

32 Certified Mercedes-Benz salesperson | Mission statement, Qualification path, Competencies 3

• You act as service providers and partners to our customers and impress them with the high quality of our relationship management.

• You are reliable and responsible partners to our customers.• You are passionate about the brand, the company,

its products and your profession.

• You see change as an opportunity and seek to break new ground.

• You attach importance to solid and successful relationships.• You work to the highest professional standards.• You use your extensive expertise and methodological skills

to full advantage.

A1. Appearance/manner/charisma• Sales representatives convey a sense of self-confidence

through their voice, facial expressions, gestures and body language.

• They show politeness, friendliness and sensitivity in dealings with others.

• They have excellent behavioral skills and know how to use them professionally and partner-oriented.

A2. Interpersonal contact and relationship skills• Sales representatives quickly establish rapport with

customers and potential customers.• In doing so, they strike the right balance between being

personal and keeping the distance.• They show customers a large amount of appreciation and

trustworthiness.• They can put themselves in the position of customers and

understand their personal lifestyle, needs and expectations.• They are able to converse also about topics that are not

related to their business, when they are relevant for the target groups.

A3. Verbal expression/gestures, facial expressions and body language• Sales representatives express themselves well

and are easily understood.• They can explain things logically and clearly.• They use appropriate facial expressions and gestures

to help convey their point.

Mission statement Competencies

Qualification path

As Certified Mercedes-Benz sales person you delight our customers for the three-pointed star: A Interpersonal and communication skills

Training

Applicant selection Entry test Basic Qualification Certification Further Qualification

A4. Structuring and leading discussions• Sales representatives seek to create a positive atmosphere

in discussions with customers.• They remain flexible in going with the flow of

the conversation but never lose sight of their objectives.• They are able to adapt the way they lead discussions

to suit a range of different customers.• They engage openly with criticism, even in difficult

discussion situations.

A5. Acceptance/active listening• Sales representatives easily gain the acceptance of others.• They actively seek to draw the customer into

the conversation.• They clearly show customers that they are following con-

versations closely by using eye-contact, facial expressions and gestures.

A6. Argumentation skills and enthusiasm• Sales representatives are passionate about the brand

and their products.• They understand how to pass on their passion to customers.• They use compelling arguments rather than empty phrases

and platitudes.• They lead customers by means of a sales talk to a decision

situation.

54 Certified Mercedes-Benz salesperson | Competencies 54

Competencies

C1. Creativity (finding ideas)• Sales representatives develop a variety of ideas.• They are quick to find new solutions.

C2. Ability to solve problems (adapting to new situations) • Sales representatives are willing to accept changes.• They do not have a problem adjusting to new situations

and people.• They do not stick rigidly to the rules when new ideas

and solutions are called for.• They do not let problems get in their way.• They are able to anticipate these in advance.

B1. Importance of the profession• Sales representatives attach a high value to their

profession.• They know the advantages and disadvantages of

their professional occupation and come to terms with these in a manner that is constructive.

• They are willing to put the interests of the business ahead of their own private or personal interests if necessary.

• They show obvious enjoyment in carrying out their profession.

B2. Concreteness of professional objectives• Sales representatives pursue clear career objectives.• They can describe their career objectives in precise terms.• They know what they need to do in order to achieve their

career objectives.

B3. Attitude towards service• Sales representatives have a positive attitude towards

customer service.• They enjoy contact with customers.• They treat their customers as equal partners and meet

them on an even level.• They actively seek to fulfill their customers’ requirements.• They work to satisfy their customers regardless of whether

the customer ultimately signs a contract or not.

C3. Intellectual capacity• Sales representatives are able to consider in advance the

effect of taking different decisions.• They are able to link together different pieces of informati-

on in a meaningful way.• They can easily run roughly through the financial aspects.

C4. Ability to learn• Sales representatives are able to identify gaps in their

own knowledge.• They purposefully seek to close gaps in their own knowledge.• They are able to distinguish what‘s important from what‘s

unimportant when acquiring new information.• They are able to transfer existing knowledge, experiences

and expertise to new tasks.

B4. Attitude towards the company• Sales representatives speak positively about the brand,

the company and the dealership.• They remain loyal to the company and its products even

during difficult times.• They convey enthusiasm for the brand, the company

and the product. • They understand the points of view of both the customer

and the company and are able to connect both.

B5. Willingness to learn and gather new information• Sales representatives are open to new topics, ideas

and media.• They continuously seek to acquire new knowledge

and skills.• They use their initiative to acquire information relevant

to the job from all relevant channels (online/offline)

B6. Commitment/involvement/initiative• Sales representatives show a high level of involvement.• They take the initiative themselves.• They are committed to following through with courses

of action.• They take a balanced approach to risk and uncertainty.• They use their working hours meaningfully and constructively.

B Professional motivation, willingness to learn and get involved C Mental agility (flexibility)

76 Certified Mercedes-Benz salesperson | Competencies 7

Competencies

D1. Target orientation/pursuing own targets/determination• Sales representatives are able to set realistic targets

and objectives for their work that guide their actions.• They do not lose sight of their objectives, even in difficult

situations.• They are capable of identifying and resolving a conflict.• They review and assess the extent to which they have

achieved their objectives and how well they have done so.

D2. Organizational skills/self-management/ systematic action• Sales representatives proceed in a well-structured,

planned and organized way – at the same time recognize the needs and interests of the dialog partner and react accordingly.

• They are capable of setting priorities.• They make realistic estimates of the time and resources

required.• They coordinate and monitor the implementation

of agreements.• They know what resources and opportunities are available

to them and manage these responsibly.

D3. Independence and autonomy • Sales representatives carry out their function to a large

extent independently.• They do not wait for external prompts but take the initiative

themselves.• They draw up any necessary rules.• They take responsibility for their day-to-day actions.• They act as entrepreneurs.

D4. Own opinion• Sales representatives form their own opinions and do not

always refer to others.• They state their opinions clearly and comprehensibly.• They stand by what they say and uphold their convictions.• They do not stick to their own opinions when they are

convinced by other arguments.

D5. Ability to make decisions• Sales representatives make decisions quickly and confidently,

even in difficult situations.• They make full use of the discretionary powers available

to them.• They stand by their decisions (on their own and in front

of others).• They are willing to correct wrong decisions they have made.

D Independent and systematic action E Cooperation and ability to work in team

E1. Pursuit of common interests/involving others• Sales representatives make valuable contributions when

working with others and their colleagues• They are able to include others successfully in their own

ideas and action plans.• They help others tackle problems without needing

to be prompted.• They are willing to accept and support team and group

decisions.

E2. Conflict resolution skills/ability to accept criticism• Sales representatives remain objective and restrained

even during interpersonal conflicts.• They seek solutions rather than someone to blame

in conflict situations.• They are prepared to question themselves critically.• They are willing to accept and make constructive use

of critical feedback.

E3. Active balancing of interests/ ability to achieve consensus• Sales representatives deal with and balance out different

interests in an appropriate manner.• They seek solutions and agreements that will benefit

all involved.• They are willing and able to make compromises.• Sales representatives are willing to ignore their own

interests if that helps a group to reach consensus.

E4. Tolerance and acceptance (inner attitude)• Sales representatives approach others with an unprejudiced

and open mind.• They do not assess the conduct of others purely according

to their own standards.• They respect opinions that differ from their own.

E5. Attitude towards team work• Sales representatives have a positive attitude towards

team work.• They are aware of the opportunities and risks in team work.• They modify the objective and pace of the work for the

benefit of the whole team if required.

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Competencies

G1. Customer analysis and acquisition• They are able to segment their clientele in a systematic

way in order to analyze them and identify any potential.• They know methods and phases of acquisitions and are

able to actively acquire in a targeted manner.• They are familiar with methods and tools for providing

long-term support to their existing and potential customers and can use these effectively.

G2. Ability to analyze needs and requirements• Sales representatives can inquire, analyze and formulate

their customers‘ needs.• In doing so, they can identify their customers’ purchasing

motives.• They use questioning techniques (e.g. open vs. closed

questions) that are appropriate to the given situation.• They know how to stimulate demand from their customers.

G3. Advisory competence• Sales representatives know how to explain products’

benefits in a tangible way.• They are able to argue the advantages of their own

products over those of competitors.• They actively involve customers in the vehicle configura-

tion process.• They make the handover of vehicles and test drives an

informative and enjoyable experience for customers.

G4. Closing deals/negotiation skills• Sales representatives maintain their composure and confi-

dence in price negotiations and when faced with customer objections.

• They can distinguish between sincere and insincere objections.

• They use customer objections as an opportunity to present product selling points.

• They can recognize buying signals and bring sales discus-sions to a successful conclusion at the right moment.

G5. Preparing and following up customer contacts• Sales representatives use contact reports and all available

sources of information to brief themselves ahead of dis-cussions with individual customers.

• They take suitable steps to inform themselves about the businesses and private needs of their customers.

• They know the dates when their customers will be ready to consider new purchases (e.g. expiry of the Mercedes Benz Charterway contracts or leasing agreements, depreciation periods, TÜV [technical inspection] dates, etc.).

• They carefully document their contact discussions with customers.

• They keep track of dates – especially delivery, handover and work completion dates.

• They make use of their own dealership’s special marketing campaigns to acquire new customers (e.g. product dem-onstrations, the opening of new dealerships, celebrations, sporting events, sponsored initiatives and other similar activities).

G6. Knowledge, command and use of sales tools • Sales representatives inform themselves with the help

of new media (online/offline) about the latest relevant information and make active, goal-oriented use of this knowledge.

• They continuously update their files, links and documents – on both electronic and hardcopies.

• They are familiar with the relevant sales standards for vehicle delivery and aftersales service and actively apply them.

G7. Efficient procedures, knowledge of procedures, systemic expertise

• Sales representatives are familiar with all the relevant organizational procedures and employees at their own dealership.

• They are familiar with the organizational procedures, relationships, communication pathways and external contact persons for communications between the dealership, production plants and the Daimler headquarters.

• They know and make use of external service providers for all aspects of the product .

G Methodological skillsF Personal integrity

F1. Authentic, transparent behavior• Sales representatives state what they think openly

and honestly.• They behave in accordance with their stated opinions.• They are credible communicators when explaining their

decisions and actions to external parties.• They keep to their promises and assurances.

F2. Credibility/trustworthiness• Sales representatives do not make conflicting statements.• They do not comment on the personal concerns of others.• They are extremely discreet when dealing with confidential

matters.• They inspire confidence by behaving fairly and predictably.

F3. Convincing personality• Sales representatives are self-confident in their manner

and appearance.• There is no conflict between what they say and how

they behave in public.• They can adjust their behavior according to different types

of people, their lifestyle and their expectations.• They have a particularly convincing personality.

F4. Empathy• Sales representatives find it easy to see things from the

point of view of customers and are thereby better able to understand them.

• They give the other person sufficient opportunity to respond in discussions.

• They are skilled at listening to others and clearly indicate that they are paying close attention.

• They show that they are personally concerned for the other person.

F5. Reliability• Sales representatives keep to agreements and joint

arrangements.• They complete their tasks thoroughly and on time.• They perform their work to the required quality standards

in the required time.• They provide a reliable point of contact for customers.

F6. Resilience (physical and psychological)• Sales representatives can cope with physical pressure

(e.g. during temporary periods of increased workloads) and are also able to deal with psychologically difficult situ-ations (e.g. disputes with customers or colleagues).

• They feel able to manage challenging and comprehensive tasks.• They remain calm when required to perform several tasks

at once.

Certified Mercedes-Benz salesperson | Competencies

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Market analysis and acquisition• Finding and analyzing tendencies and sales potentials,

determining customer requirements and introducing these findings to dealer-specific marketing campaigns by being present in the market.

• Preparing, conducting and following up purchase-related talks: actively approaching potential Mercedes-Benz customers with the objective of creating interest and enthusiasm for Mercedes-Benz products.

Analysis of demands and needs, offer creation• Identifying the customer’s specific request and require-

ments in order to put together an optimal offer.

• Conducting benefit-oriented presentations.

• Offering, implementing and following up a test drive.

• Vehicle configuration regarding standard and special equipment in line with customer requests and requirements.

• Offering additional Mercedes-Benz services and identifying the payment package that best suits each specific customer.

• Preparing documents for offer creation and creating the offer.

Tasks

Main tasks

Sales arguments and closing• Providing customer benefit arguments for products and

services based on the customer’s needs in order to give the customer positive feelings about the purchase.

• Fairly negotiating on vehicle equipment and price and encouraging the customer in the decision-making process.

• Finalizing vehicle and service orders as well as finalizing the sale with the customer’s signature. Binding agreement about the vehicle handover date, trade-in acceptance and registration service.

Vehicle handover• Maintaining contact with the customer during the delivery

period, processing changes to the contract and recording the customer information for short and medium-term sales opportunities.

• Regularly checking the delivery status.

• Optimally preparing and carrying out a personalized vehicle handover and completing relevant documentation.

Sales follow-up• Internal completion of all open administrative processes.

• Carrying out a customer satisfaction survey.

• Taking possible complaints and clarifying these issues with various contact persons.

Internal tasks • Working together with selected body manufacturers as a

customer, supplier or system partner.

• Participating in technical presentations, trade shows and PR activities, such as press launches and events.

• Introducing knowledge or experience from each scope of tasks in the context of projects and task teams. Repre-senting results and concerns from individual areas, and taking on tasks and work packages when necessary.

Certified Mercedes-Benz salesperson | Tasks