The Sales Center may train Product Experts at Mercedes-Benz on commercial skills. The role of product expert was created around the new showroom concept MAR20X. Mercedes-Benz wants to create a luxury experience through a great look and feel. The right customer approach is part of this. Therefore, a visiting showroom customer will not directly enter into a conversation with a salesman, but is given the opportunity to go through all product-related questions with the product expert. The product expert is up to date with the latest in product development.
In training by the SalesCenter communication skills come into play. It is in keeping with the luxury experience of Mercedes-Benz to put the customer first. This can be achieved by asking questions and visualizing the customer's needs. The product expert can then adapt the presentation of the vehicle accordingly. Highlighting precisely what is essential for the customer.
Furthermore, one learns how to apply good conversation techniques. The goal here is to get a better connection with the client and their needs.
The expert's knowledge of the car can be a pitfall. Because of enthusiasm about the product, too much can be told. A method like the 7-step walk-around helps with this. It is a tool for presenting the car and at the same time it can be used as a checklist to see if all the customer's wishes have been addressed. If there is any doubt about what the customer thinks about one of the steps, the only solution is to keep asking!
In short, the training prepares the product experts to provide the right customer experience in the showroom.
