Training & Development • Consistently trains on technologies that impact current processes with an emphasis on how to use those technologies to create quality opportunities and engaging client experiences • Trains SEMs on effective creation of appointments via phone, text and email • Partners with Corporate Sales Trainer/Organizational Development team to ensure a cohesive training and onboarding experience for all new SEMs • Leads ongoing process execution training (One Touch, Service Drive Sales, Phone handling, and F&I process training) Process Execution • Conducts one-on-ones with the SEMs to create and implement effective individual business plans and provides ongoing training and mentoring • Conducts follow up calls/texts/emails with clients as noted in the Sales Follow Up process • Meets with clients as needed to assist in providing the proper sales experience for the client • Understands and assists with the execution of Avondale’s One Touch Sales Process • Conducts daily meetings to assist SEMs with improving results (save a deal, etc.) Business Systems • Expands on opportunities to maximize full utilization of business systems for sales and process improvement; trains sales staff on the needed improvements • Serves as the expert and primary technical point of contact for usage of variable business systems • Organizes meetings with systems partners in an effort to learn how to maximize the usage of each technology • Helps to manage the intake, training and implementation of enhancements to Avondale’s Variable technology systems • Manages the success and engagement of technologies through accountable reporting   Prospecting & Retention • Partners with Variable Directors, technology partners and Business Development to lead prospecting and client retention efforts • Partners with SEMs to help create effective retention and prospecting campaigns on an ongoing basis • Helps to oversee Sales Experience Manager’s (SEMs) prospecting and owner follow-up efforts in CRM to ensure all clients are provided with an engaging ownership experience • Partners with SEMs to help them leverage review sites and social media to develop a professional online presence; provides ongoing training • Partners with the Marketing team to align corporate digital messaging & strategies with initiatives at the store level   eCommerce Sales Responsibilities  • Creates and executes strategies for increasing market share via online sales (in partnership with Marketing Dept., Sales Directors, and others as specified) • Consistently conducts internet process, technology and product training; maintains a department eCommerce training calendar/schedule • Listens to phone calls and reviews Internet SEMs/SEMs communication daily; coaches team members • Conducts follow-up communication for engaged and unsold internet leads • Monitors online merchandising and executes timely photographs and descriptions; partners with Photo Vendor regularly

Keeps demos/inventory prepared to show clients Pulls cars from inventory when needed Fills deliveries and/or demos with gas Washes demos and inventory as needed Takes sold inventory to make ready/prep center Keeps all cars showroom clean Transports cars to clients or to offsite locations for additional work Helps perform physical inventory monthly Knows and understands the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction Knows and understands the Avondale Privacy and Information Security Policies, and adhere to the requirements Attends weekly department meetings Other duties may be assigned

Ensures all vehicles have met all pre-delivery checklist requirements Programs personalized settings Assess client’s knowledge and priorities to personalize the client experience Explains and demonstrates vehicle features and technologies while focusing on client comfort level and retention Provides front-line support to clients with complex technology questions or concerns during the ownership experience Resolves client inquiries for vehicle technology issues and/or concerns Troubleshoots vehicle technology and vehicle system features Mans the Technology Desk and is available to assist clients in person, by phone and/or email during store business hours Serves as the technology consultant to all dealership members Trains sales and service staff on key technologies and how to best explain and demonstrate them to a client Partners with the Sales Consultants to share information regarding common concerns after delivery Maintains a high degree of product and technical knowledge, including information about all Mercedes products, resources, features, benefits, applications and competitive vehicle technology and reviews Maintains a collection of technology information and resources to assist in explanations Creates and maintains FAQ guide for clients Achieves Client Satisfaction goals as set by Sales Director Maintains client records in CRM to accurately show re-delivery appointments, phone calls made or emails sent Follows up with clients within two weeks of delivery to ensure understanding and anticipate additional technology needs and/or to schedule and conduct second delivery as needed Maintains all certification requirements Assists with car displays and marketing events by greeting clients and sharing product information Conducts new owner clinics  

Prospect for new and current clients. Learn and utilizes all company provided software including the Client Relationship Management (CRM) system and Auto Alert. Work in partnership with the F&I Team to resolve any outstanding contracts or incomplete deals. Follow up with clients and prospective clients in a timely fashion. Sell finance products, and have clients sign all the paperwork to complete the deal. Be accountable for departmental performance standards, including but not limited to; “Customer Service Index”, “Gross Average”, “Finance & Lease” and vehicles sold. Understand and adheres to the Avondale “One Touch” Sales Process. Utilize all Avondale and manufacturer required tools, software and processes to meet and/or exceed set standards. Know and understand the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction.

- Greet clients as they enter the dealership and offers hospitality - Determine clients’ needs, and locate appropriate member to assist - Introduce client to appropriate member - Know and understand the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction - Know and understand the Avondale Privacy and Information Security and adhere to the requirements - Follow other administrative duties that may be assigned