Sales Consultant

Competency Profile

PAQS | Competency Profile | Sales Consultant Porsche People Excellence 1

The Porsche Competence Model

ME & ME & I know

Porsche my job Very operationalized and fluid
knowledge that can be acquired
@ Porsche
Job specific knowledge that is required
to work at a Porsche retail centre

I can
Acquirable skills that are relevant in the
context of a Porsche retail centre

Skills and competencies that enable one

ME & ME & to succeed at Porsche

my method my network I am
Rather descriptive traits and personality
depictions that are stable and less
operationalized

Relatively stable traits and general

abilities that enable one to learn skills and
knowledge

ME
PAQS | Competency Profile | Sales Consultant Porsche People Excellence 2
Competencies and Behavioural Anchors

ME ME & my network ME & my method

• Displays openness to new experiences and receptivity • Proves the emotional ability to understand another's • Demonstrates the ability to organize and structure
Empathy & Organiza-
to new ideas feelings and motives tasks
Openness • Demonstrates curiosity and readiness to learn
Social • Builds social connections and maintains positive
tional • Has a clear overview of responsibilities and prioritizes
• Exposes him/herself to new challenging situations
Reasoning relationships with both clients and colleagues
Skills in a sensible way

• Values reliability and structuredness • Is able to sufficiently adapt to new environments and
• Leads, inspires and empowers others while taking
Conscien- • Displays persistence and accountability remain flexible when receiving new information
Leadership responsibility Adaptability
tiousness • Keeps contract with oneself and others
• Demonstrates self reflection and self awareness
• Demonstrates a willingness and readiness for personal
• Is ambitious and shows commitment change

• Is able to process and comprehend complex • Shows a strong motivation to put customers needs
Grasp & • Shows the ability to convince and inspire others with
information Persuasive- Customer first and aligns personal tasks to that goal
Logical facts and emotions
• Demonstrates capacity to solve problems and acquire ness Centricity • Identifies customers needs and understands their
Reasoning and apply knowledge
• Conveys information in a clear and concise manner
motives

• Demonstrates the ability to develop an intrinsic • Has a strong interest in benefitting not only oneself (Technical) • Proves the ability to transfer acquired knowledge in
motivation and be fascinated Teamplay & but also others
Enthusiasm Knowledge practical situations
• Displays passion and commitment Selflessness • Manages conflicts in a sensible way and strives to
• Proves capacity to inspire others and oneself find the best solution for the team Transfer • Translates technical knowledge into action

• Identifies and understands problems and derives

• Proves to sufficiently cope with stress and remains (Technical)
solutions
Resilience calm and focused in adverse situations Problem • Show high level of confidence and precision during
• Has a healthy confidence in personal strengths Solving problem solving

• Demonstrates the motive to be honest and adhere to • Is able to filter and process complex and diverse
Dealing with
moral and ethical principles and values information
Integrity • Values honesty towards oneself and others even in
(technical) • Selects information according to one‘s own needs and
adverse situations
Complexity interest

• Has a deep understanding of multiple digital

Digital
technologies
Literacy • Uses and applies digital technologies

PAQS | Competency Profile | Sales Consultant Porsche People Excellence 3

The competency profile ranks the importance of each competency

Weightings Explanation
Dealing with
(technical) Com- Digital Literacy The competency profile ranks the importance of competencies for each role
plexity 6%
6% Persuasiveness
13% Competencies are either more or less important for a role, only the
weighting of competencies between roles differ
(Technical) Problem
Solving
5% No role is in the sum of competencies “more difficult” than other
Empathy
12%
The competencies are ranked with percentages that add up to 100%. The
(Technical) distribution of competencies describes competency priority for each role
Knowledge Trans-
fer Teamplay & Self-
6% Sales
­
lessness
10%
Consultant
­

The new competency rating in PAQS differs significantly from the previous
Customer Centricity Leadership competency model. The new competency model is relative within in each role. This
18% 4%
means that for every role competencies differ in their importance. Therefore, this
document provides an overview of the most important competencies and which skills
Adaptability Organizational Skill and competencies a role should focus on, in order to excel in their position. A
10% 8% comparison of values between roles cannot be done as the model only compares the
importance of competencies within each role.

* The values per weighting were defined in a global survey from PPX/Training Managers and internal job role experts.

PAQS | Competency Profile | Sales Consultant Porsche People Excellence 4

Competencies: ME
Openness
• Continuously shows a high willingness to learn
when it comes to personal or professional
development
• Is motivated to stay up-to-date about Porsche
technologies, products, other services,
processes, and systems, and to keep market and
industry knowledge up-to-date
• Proactively demonstrates interest for
innovations in a professional context
PAQS | Competency Profile | Sales Consultant
Enthusiasm
• Shows an extraordinary enthusiasm for the
Porsche brand, products and manufacturer (e.g.
identifies with and speaks positively about the
company, even in unfavourable situations)
• Shows willingness to focus his/her own actions
on building fascination and emotional
attachment while bearing in mind economic
aspects
• Creates an energetic and positive environment
(of contact, buying, owning, service and repairs)
for customers, suppliers and service providers,
as well as colleagues and transports the
enthusiasm of the brand (e.g. offers a test drive,
involves customers in innovative marketing
campaigns, shows high commitment to top
service process and results etc.)
Porsche People Excellence
Resilience
• Can control challenging dialogue situations with
customers and colleagues as well as suppliers
and service providers in a calm and relaxed way
• Executes assignments in a systematic and
structured way, especially under time pressure
and in stressful surroundings
• Can recover quickly after stressful situations
with customers, suppliers and service providers
or internal conflicts
5
Competencies: ME
Conscientiousness
• Shows commitment (e.g. proactively takes over
tasks, provides suggestions for improvement
voluntarily)
• Adheres compliance with the Porsche sales and
service process (e.g. prepares contacts with
customers, suppliers and service providers,
documents processes and results accurately,
takes special care of standards, regulations, and
safety)
• Performs all tasks and challenges
systematically, accurately and takes
responsibility for outcomes
PAQS | Competency Profile | Sales Consultant
Grasp & Logical
Integrity
Reasoning
• Recognizes, comprehends and reproduce (new) • Displays rule consistent behaviour guided by the
information, issues and situations on the shop company code of conduct
floor or in the workshop with ease • Is honest and shows a high level of morality in
• Quickly understands new concept and ideas daily work situations (e.g. during sales and
• Plans ahead, anticipates potential challenges and service process) while setting priority on
takes proactive action customer and colleague safety
• Draws logical conclusions based on
understanding, established correlations and
recognized (systemic) interdependencies and
makes proper decisions for Porsche
Porsche People Excellence 6
Competencies: ME & my method
Organizational Skills
• Plans daily business in a target-oriented manner
and structures tasks in a sensible way in order to
ensure a professional and seamless sales process
• Tracks tasks and steers progress independently
and efficiently while being able to reprioritize if
necessary
• Keeps constantly track of customer needs and
demands in parallel (e.g. customer
meetings/requests) and involves these
information into own planning and structuring
of tasks
• Always seeks to have an overview of
responsibilities within PC and demonstrates a
sense of urgency in terms of task allocation and
forwarding duties
PAQS | Competency Profile | Sales Consultant
Adaptability Customer Centricity
• Professionally aligns with unexpectedly arising • Precisely identifies customer and prospect needs
matters and different customer needs as well as and thereby gains a deep understanding of
personalities in the sales process; thereby different target groups and their lifestyles;
transfers sales skills to a variety of different translates these individual requirements to a
customer situations customer-specific sales approach
• Reacts flexible to spontaneously changing • Embodies individual customer needs and
circumstances expectations in sales process by aligning
• Constantly demonstrates engagement and approach and tasks directly to the customer
readiness for personal change especially when needs within the sales process
quickly familiarizing with new technology and
applying sales skills to new products
• Demonstrates ability to act solution oriented,
especially when preferred solutions are not
available
• Remains flexible when receiving new
information and appears open and approachable
for feedback from customers, prospects, and
colleagues
Porsche People Excellence 7
Competencies: ME & my method
Knowledge Transfer
• Refers to established and newly
acquired knowledge when handling
individual customer service needs,
e.g. when presenting vehicles and
making customized offers
• Is able to build analogies and
compares or contrasts new
(complicated) situations with
previous situations in order to derive
proper actions, especially in case of
unknown customer needs; hereby
refers to similar previous situations,
i.e. in the case of objections
• Integrates new information on
customer needs into existing
knowledge structure and thereby
conclude logical next steps and
actions
PAQS | Competency Profile | Sales Consultant
Problem Solving
• Is able to properly deal with critical
situations in a structured way and
conveying confidence in willingness
to solve the respective problem, e.g.
when sales conversion rate is too
low
• Demonstrates an analytical approach
when facing unclear or severe sales-
related concerns and considers all
information required to draw a
comprehensive picture of the
situation, e.g. delivery issues
• Evaluates broad range of potential
solutions for managing sales-related
issues appropriately, selects the most
effective and efficient approaches
and provides customer with proper
solution
• Integrate additional sales offers into
customer consultation with regards
to future problem prevention
Porsche People Excellence
Dealing with
Complexity
• Involves a plenty of technical and
non-technical information along the
sales process and filters the very
essence for communication with
customers
• Is able to reduce complexity in
customer-facing situations and keeps
the focus on actual needs
• Keeps an overview on latest
information and refers to different
sources when updating information,
professionally structures information
in accordance to relevance
• Refers to relevant sources of
information, e.g. when seeking to
serve customer needs or when
structuring priorities, such as sales
numbers or customer information
Digital Literacy
• Makes proper use of new digital
technology in day to day business,
such as virtual collaboration tools
• Professionally handles digital tools
and systems, such as Porsche car
configurator, and comprehends
system information and data easily
• Comprehends new media tools as
well as digital technology integrated
in Porsche vehicles to the extent that
it can be explained and promoted
properly to the customer
• Is able to explain digital and analogy
applications, e.g. when consulting
customers and flexibly switches
between physically available vehicle
and configurator system
8
Competencies: ME & my network
Empathy &
Social Reasoning
• Is able to precisely identify
emotions, motives and intentions
of the customer and aims to create
a professional but still personal
and trusted environment
• Shows understanding for customer
and colleague needs, worries and
enthusiasm and is able to create
positive emotions even in difficult
situations
• Is able to interpret customer and
colleague motives and adapts own
behaviour to it while seeking to
build reliable bonds
PAQS | Competency Profile | Sales Consultant
Teamplay &
Selflessness
• Exchanges views with colleagues
in a direct and transparent way;
offers help proactively after
recognizing the need for support
of colleagues and fosters
continuous exchange with Host
and Porsche Pro
• Creates a positive social
environment and manages
conflicts in a sensible way and
strives to find the best solution for
the team; shows the willingness to
find compromises when necessary
• Seeks to ensure seamless
processes and handover to
colleagues during the customer
journey by working hand-in-hand
Porsche People Excellence
Leadership
• Creates an inspiring environment
for Sales Assistant and empowers
other team members to reach their
full potential (e.g. through
collaboration and division of
tasks)
• Conveys a feeling of shared
purpose and mission among team
and colleagues
• Acts self aware and reflected in
interactions with both customers
and colleagues while being a role
model for others
Persuasiveness
• Guides customer along the
customer sales journey to the
decision without being
manipulative
• Argues in a competent, concise,
clear and convincing way (e.g.
picks up arguments from others
and integrates these in own
argumentation)
• Aligns own propositions and
arguments to customer needs and
benefits
• Shows appreciation regardless of
potential sales interest (e.g.
through appreciative expressions)
and convinces visitors in general
through enthusiastic and
professional appearance
9
Glossary
Trait Behaviour
A (personality) trait is a broad construct that characterizes Is the physical manifestation of responses to the
patterns of feelings, thoughts and behaviour. Personality environmental stimuli. Behaviour is determined by
traits remain relatively stable over time, particularly in personality, skills, knowledge and triggered by external or
adulthood. internal stimuli.

Competency Skill
Competencies are the combination of set of skills, Skills are specific learned physical tasks or activities
knowledge and abilities that enable a person to act developed through training or experience. Skills are just one
effectively in a job or task. of the facets that make up a competency.

General Abilities Knowledge

General abilities are fundamental capabilities, like Knowledge is memorized and understood information.
intelligence or understanding that enable one to acquire Knowledge in the workplace is typically acquired through
knowledge and develop skills. experience and training or qualification.

PAQS | Competency Profile | Sales Consultant Porsche People Excellence 10