Motorcycle Sales Manager

Founded in 1912, Farrow Harley-Davidson is America’s oldest Harley dealer. As one of the oldest and strongest brands available, our Farrow East and Farrow North employees use their passion for Harley Davidson to provide excellent customer service.

In order to be eligible for employment with Farrow Harley-Davidson, you must possess and maintain a valid driver’s license that contains 6 points or lower, and be able to pass an initial drug and background screening. You must also have a valid Ohio motorcycle license.

About the role: Manage associates and operations of the motorcycle sales department. Is responsible for building and leading a high-performance sales team to achieve sales goals while ensuring exceptional customer satisfaction. This role focuses on the sales of motorcycles and related products, and includes a competitive pay structure with commission and bonuses.

Key Competencies

• Motorcycle Sales Department Operations
• Customer Service
• Managements
• Inventory Control
• Maintain Hot Desk

Major Duties and Responsibilities

Motorcycle Sales Department Operations

• Oversee and manage all operations of new and pre-owned vehicle sales
• Ensure the sales department contributes targeted levels of gross and net profit
• Ensure sales associates are well trained, motivated, and executing non-negotiable standards
• Set new and pre-owned unit sales goals, as well as daily goals for phone calls, outbound contacts, kept appointments, etc. for individual sales associates
• Manage the selection, ordering, purchasing, and pricing of new and pre-owned motorcycles
• Oversee sales, trade-ins, and delivery of all new and pre-owned vehicles
• Maintain vehicle sales, sales process tracking, and associate purchase logs
• Establish realistic monthly forecasts in consultation with the Dealer Principal
• Maintain “zero error” accuracy in major unit inventory count and the associated invoice costs residing in Talon
• Maintain a balanced pre-owned unit inventory in proportion to sales
• Update online pre-owned inventory several times per week
• Establish procedures to ensure timely and proper completion of all paperwork
• Master all aspects of the computer system(s) required for sales management
• Maintain a clean and appealing showroom with a variety of vehicles set-up with accessories and paint schemes, and frequently changing displays that draw customers and drive sales
• Handle finance and insurance rate quotations, as needed

Customer Service

• Provide high value vehicle sales to customers using current proactive feature benefit sales techniques and processes. Reinforce our dealerships’ value proposition whenever possible
• Greet customers immediately, in a courteous and friendly manner
• Handle telephone transactions quickly and courteously
• Ensure customers are properly qualified for needs, wants, and ability to buy
• Follow the C.U.S.T.O.M. sales process and employ a value-based selling methodology so that all customers receive consistent treatment when doing business
• Ensure cross sales of parts, accessories, F&I products, etc. Ensure the use of dealership approved responses for F&I inquiries
• 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
• Ensure the CSI survey is discussed with each customer to increase the number and favorability of responses
• Handle customer questions, objections and complaints with ready, direct and honest responses. Be reasonable, empathetic, and positive. Demonstrate not only our commitment to retaining the customer, but why they should do business with us
• Ensure effective use of the CRM system, including regular training on and adoption of system updates and enhanced features

Management

• Employ sound management practices to ensure the Motorcycle Sales department contributes acceptable levels of gross and net profit
• Coach, lead and motivate sales department associates. Develop a culture of continuous improvement through regular word track exercise, role playing, 10-point walk around practice, etc.
• Establish and track personal development, training and career progression plans for each associate
• Conduct valuable and effective staff meetings, random skill-set checks, and “ride-alongs”
• Maintain adequate sales team staffing levels, as determined by the Dealer Principal. Recruit always
• Work with sales associates to develop and achieve their outbound, proactive prospecting and follow-up plans
• Require sales associates to complete all online or instructor-led training available to them within defined timeframes
• Develop and implement a referral program for sales associates

⎻Maintain sales process tracking logs on sales associates and conduct daily one-on-ones

⎻Provide reports to Dealer Principal, as requested

• Develop daily, monthly and annual objectives for the department in consultation with the Dealer Principal

• Be a leader among managers and within our family of dealerships. Encourage teamwork among departments and promote the sharing of best practices. Lead by example to assist associates or customers of other departments, as needed
• Daily staff training
• Remain current with all online training available. Attend sessions through PHD and HDU, etc. to keep up-to-date with product knowledge, sales and service

Supervisory Responsibilities

• Establish departmental work schedule, balancing the work load of all employees
• Approve associate time punches and PTO requests
• Set policies and procedures for the sales department
• Manage associate performance and conduct performance reviews in a timely manner
• Recruit and interview, and assist with hiring, onboarding, conflict resolution and termination, assuring adequate staffing as determined by Dealer Principal
• Forward records of all absences, verbal warnings, associate performance reviews, disciplinary actions, and letters of recommendation to the HR department for placement in personnel files

The duties and responsibilities defined above are not an all inclusive list, but a general summary of typical duties. Individuals in this position may be asked to perform a wide range of related tasks to ensure that the sales and service goals for the team are met and that the highest level of customer service is always provided.

Requirements

• Several years of progressive management experience within the sales department of a motor vehicle dealership
• Knowledge and experience with sales of Harley-Davidson motorcycles and other products sold by the dealership, or the demonstrated ability to quickly learn them
• Valid driver’s license and motorcycle endorsement, as well as current Ohio salesperson’s license
• Passion for the motorcycling lifestyle and riding community
• Outgoing, likeable personality and the ability to communicate and relate with a broad customer base
• High energy level needed
• Must be able to work effectively with all areas of the dealership to maximize both the buying experience for the customer and the profitability of the dealership
• General math, customer service, excellent personal communication, and demonstrated closing skills required
• Experience with CRM and/or computerized inventory systems, or the ability to quickly learn
• Ability to handle confidential information responsibly required
• College degree a plus

• Proper PPE when moving and or riding motorcycles