Copyright Goodheart-Willcox Co., Inc. Auto Fundamentals 6 determining technician and employee pay scales, and dealing with employee problems. Service managers also perform financial record keeping, prepare employee pay- checks, and pay suppliers. Service managers oversee the parts department and body shop if the shops are on-site. They usually hire shop employees and may supervise service writers. In large auto repair facilities, service writers greet new custom- ers and begin to prepare the vehicle’s repair order after listening to a description of the problem offered by the vehicle owner. In addition to their administrative duties, service managers are directly involved with customer relations, such as billing or warranty disputes, Figure 1-6. Some service managers place advertising and perform other marketing and public relations duties. The average ser- vice manager is not involved with actual vehicle repairs. Automotive Sales and Marketing Without salespeople, the automotive industry could not exist. Vehicle manufacturers and automotive product manufacturers rely on teams of salespeople to promote their vehicles or products and assist consumers when they decide to buy. Targeted marketing and adver- tising campaigns go hand in hand with salespeople to spread the message about a com- pany’s product and close sales with customers. New- and Used-Vehicle Salesperson Many people enjoy the challenge of selling. A vehicle salesperson matches a potential vehicle buyer with a new or used vehicle that meets the potential buyer’s needs. This is a vital service in the automotive industry to keep all areas of the industry growing. Whether the salesperson is employed at a state-of-the-art luxury vehicle showroom or at a used- vehicle superstore, the contribution to the health of the automotive industry is equal. A vehicle salesperson greets customers and determines their needs. He or she dem- onstrates vehicles, usually by arranging test-drives and by explaining vehicle features and options, Figure 1-7. When necessary, the salesper- son determines the value of trade-in vehicles. They also answer questions, negotiate prices, overcome objections, and close sales. They complete all sales and registration paperwork and help car buyers complete finance appli- cations. A salesperson also arranges for installation of add-on equipment such as roof racks or sound systems. A salesperson may enjoy a large income and can be a major contributor to the success of a business. However, selling is a people-oriented job and takes a lot of persua- sive ability and diplomacy. If you are not interested in dealing with the public, you would probably not be happy in a sales job. Aftermarket Company Employment The term aftermarket applies to any automotive- related enterprise other than new-vehicle manufactur- ersand dealerships. The automotive aftermarket is a large field, consisting mainly of makers and distribu- tors of vehicle parts and accessories that are not made 1qaz7ty/Shutterstock.com Figure 1-6. A service manager performs a variety of important organizational and management duties within an automotive repair shop, including customer relations tasks. nd3000/Shutterstock.com Figure 1-7. In order to close a sale, a vehicle salesperson must be friendly, observant, and empathetic with buyers, as well as informed and ready to answer questions and concerns regarding the vehicles he or she is selling.