Smarlyn Hernandez

"In my sales job at Toyota, I focus on offering customers an exceptional buying experience, helping them find the vehicle that best suits their needs. My main goal is to listen to their expectations, understand what they are looking for, and guide them through the selection process, whether it is a new or used car.

I am responsible for advising customers on the different models we have available, from the most economical to the hybrid and higher-end models. I like to make sure that each customer knows the features and benefits of each option, so that they can make an informed decision.

A key part of my job is coordinating and conducting test drives. I believe that it is essential for customers to feel the vehicle and experience first-hand how it fits their expectations in terms of comfort, handling, and technology.

I also offer financing options and am in charge of negotiating prices, making sure that a good value for money is maintained for them while complying with Toyota standards. Closing the sale is very important, and I always strive to create a stress-free buying experience so that they drive away with a smile on their face.

Additionally, after-sales follow-up is one of my priorities. I make sure the customer is completely satisfied with their purchase, and if they need any assistance, I am there to help them with maintenance or answer any questions they may have.

I do all of this while staying up to date on new models and market trends, so I can provide them with the best guidance and service possible. In short, my job is to help customers make informed decisions, making sure that every person who walks through the door feels valued and well taken care of."

My career at Toyota began in the BDC (Business Development Center) department, where I had the opportunity to develop my skills in customer relationship management. As a BDC Agent, my job was primarily to manage inbound leads, i.e. prospects who showed interest in our vehicles through various platforms such as the website, phone calls, emails, and social media. My responsibility was to qualify those leads and make sure to contact customers quickly to provide them with all the information they needed about our models, pricing, promotions, and financing options.

My main goal was to schedule appointments so that customers could visit the dealership, interact with salespeople, and have a more personalized experience. I learned a lot about the importance of effective communication, empathy, and how to build trust from the first contact. It was an experience that allowed me to understand customers' needs and expectations, which was critical when I decided to take the next step in my career.