Outbound Sales Advisor
Reports to: Front of House Manager · Works closely with: Workshop team, Technicians
Purpose of the role
The Outbound Sales Advisor is responsible for all vehicles currently on site at Fergies. Their primary focus is taking the findings from our Safety and Service Standards (SSS) health checks and presenting these to customers in a clear, confident and professional way — turning advisory items into authorised, invoiced work.
Who this person is
Confident, articulate and commercially driven. They can read a health check report, understand what the technician has found, and explain it to a customer in plain language. They take pride in their conversion rates and understand that every authorised advisory item is revenue for the business and a safer vehicle for the customer.
Success in this role looks like
- Every customer with advisory items contacted the same day without exception
- Advisory conversion rates improving month on month
- All authorisations confirmed and logged before any additional work begins
- The workshop schedule is visible and customers are kept informed proactively
Core daily responsibilities
- Review all SSS health check results as they come through from the workshop each day
- Contact customers promptly to present advisory and recommended work findings
- Explain findings clearly — what was found, why it matters, and the cost and benefit
- Obtain verbal or digital authorisation before any additional work is carried out
- Update the job card and DMS accurately with authorised and declined items
- Manage a live view of all vehicles on site and their current job status
- Communicate realistic collection times and flag any delays proactively
Sales responsibilities
- Achieve and improve monthly health check conversion targets set by the FOH Manager
- Present all advisory items — never pre-filter or assume a customer will decline
- Handle customer objections on price or urgency professionally and knowledgeably
- Follow up on deferred advisory items at the next booking opportunity
Key performance indicators
Advisory conversion rate
% of SSS items authorised per week
Average upsell value
£ of additional work per vehicle
Contact speed
Time from health check to customer called
Deferred follow-ups
% re-presented at next visit
Customer satisfaction
Post-visit feedback scores
Job card accuracy
% updated correctly same day
Standards and expectations
- Every customer with advisory items is contacted the same day — no exceptions
- Never present advisory work in a way that pressures or alarms — educate and advise
- All authorisations confirmed before work begins — verbal or digital, always logged
- Treats every vehicle as if it belongs to a family member — honest, thorough, professional
- Maintains a clear live view of the workshop and communicates proactively on delays