General Sales Manager - Stars and Stripes Harley-Davidson

Job Title: General Sales Manager

Department : Motorcycle Sales

Supervisor: General Manager

Summary Description

Oversee and manage the operation of the Sales Department, which includes the Finance Department. The General Sales Manager is responsible for profitability in both the new and used motorcycle departments and for customer retention. To achieve this, they must effectively manage sales personnel, have a strong knowledge of the market.

Duties and Responsibilities

• CXI and customer retention.
• Unit volume.
• Productivity of department staff.
• Front and back end margins.
• Managing the management staff of the motorcycle sales department.
• Provide support in desking deals, closing deals and overcoming objections.
• Hiring, training, motivating, counseling and monitoring the performance of sales teams.
• Ensure all staff are trained in accordance to training programs provided.
• Assist Assistant Sales Managers in setting aggressive, yet realistic monthly sales goals for their teams
• Ensure all customer leads are logged along with effective follow up for all potential buyers by monitoring the CRM system.
• Ensure that all sales teams meet or exceed all activity standards for prospecting calls, appointments, ups, and closes.
• Leading daily sales meetings and conducting sales training.
• Responsible to identify any daily variances in key performance indicators and make adjustments as necessary.
• Weekly one on one meetings with sales management staff.
• Manage used bike inventory levels
• Ensure the sales department provides prompt, dependable, high quality, vehicle sales to customers by using current pro-active feature benefit sales techniques outlined in the TMC Sales Process.
• Ensure telephone transactions are handled 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, HOG memberships, F&I products, Priority Maintenance & Service Contracts, etc. with all new and used vehicles.
• Develop and ensure use of a common and consistent quotation methodology for vehicle sales, trade-ins and purchases.
• 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”.
• Maintain sales follow up programs using Traffic Log Pro.
• Maintain budgeted revenue and expense objectives.
• Develop promotional campaigns in conjunction with the parts and service departments.
• Maintain reports on sales associates.
• 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.
• Establish departmental work schedule, balancing the work load of all employees.
• Train all sales personnel to use the dealership sales process.
• 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 recommendation to appropriate personnel for placement in personnel files. Provide training for all sales employees (role playing, seminars, etc.).
• Perform other related duties as assigned or requested.

Supervisory Responsibilities

• Establish departmental work schedule, balancing the workload of all employees.
• Train all sales personnel.
• 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 recommendation to appropriate personnel for placement in personnel files.
• Provide appropriate training for all Sales Department employees in all areas necessary to deliver results.

Qualifications & Job Requirements

• Five years’ progressive experience within the Sales Department of a motor vehicle dealership or comparable experience managing a sales organization.
• Knowledge and experience with sales of Harley-Davidson motorcycles and other products and services sold by the dealership, or the demonstrated ability to quickly learn them.
• High School Diploma or equivalent degree or greater required. 
• Ability to take initiative and problem solve. 
• Knowledge and experience with sales of Harley-Davidson motorcycles and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• Applicable experience in big ticket retails sales strongly preferred.
• Passion for the motorcycling lifestyle and riding community.
• Must have ability to relate with broad customer base.
• Excellent verbal and written communication skills.
• Ability to present oneself as well as the company in a professional manner. 
• Knowledge of applicable laws/policies/principles/etc. 
• Must be computer literate and proficient with Microsoft Office Suite, along with general email/internet.
• Experience using various Google Drive applications to include but not limited to Google Sheets and Google Docs a plus.
• Attention to detail. 
• Interpersonal skills and customer service skills required.
• Approachable, likeable, and enthusiastic personality.
• High energy level needed.
• Be self-motivated, positive, driven and helpful.
• Ability to handle confidential information responsibly.
• Great customer service, excellent personal communication, and demonstrated closing skills.
• Ability to work a flexible schedule including weekends, Holidays, and evenings.
• Must be able to work effectively with all areas of the dealership to maximize both the buying experience of the customer and the profitability of the dealership. Experience with CRM and/or computerized inventory systems, or the ability to quickly learn.
• Valid driver’s license and motorcycle endorsement. 

Physical Demands

• Requires the use of both hands. 
• Occasionally required to bend, stoop, crouch, reach, and lift 25lbs of material.
• Requires standing and/or walking for extended periods of time. • Requires the ability to balance and push an 800+lb motorcycle. 

Working Conditions

• The noise level in the work environment is usually loud.
• Potential exposure 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.
• Frequently works near moving mechanical parts.