Job Title: Showroom Sales Support Reports to: Regional Sales Manager
Department: Rockville Showroom FLSA Status: Salary, Exempt
Date: 10/18/2022 Supervisory: N/A
VISION
Create a customer friendly experience for clients as they enter and leave our showrooms by maintaining a positive can-do attitude and facilitating client interaction with our Sales and Design Consultant and Customer Service.
Core Competencies
- Excellent verbal and communication skills
- Working knowledge of computer systems (CRM experience helpful)
- Ability to maintain positive working relationship with customers and co-workers.
- Proper phone etiquette including how to receive a call, transfer a call, put callers on hold, take a message and end a call.
- Ability to create and use excel spreadsheets and word documents
- Types 60 words a minute
Job Duties
- Be the showroom ambassador while helping to sell tile
- Greet clients when they enter and leave the showroom with a warm welcome and sincerely thank them for visiting ACI.
- Smile, engage, greet customers with curiosity and empathy
- Have clients sign-in (obtain as much information as possible including customer name, address, contractors, etc.)
- Enter client information and log traffic in SFDC
- Distributes walk-in customers to Sales & Design Consultants per guidelines
- Communicates with customers via Email, the phone and in person
- Write quotes and check stock for Sales Design Consultants (All clients should receive a quote within 24 hours for material selection)
- Check voice mail timely, within company standards
- Schedule appointments for Sales & Design Consultants
- Type and process sample check-outs via Salesforce
- Hand out marketing material
- Ensure everyone is helped - happy - and provided for
- Maintain showroom appear by ensuring tile samples are put away
- Keep reception area clean
- Responsible for Opening/Closing showroom according to Checklist
- Order showroom supplies (Backup)
- Conduct price checks and stock inventory checks
- Place follows up and receive sample orders
- Responsible for UPS/FedEx/Currier Services as needed
- Send out control samples to vendors
- Help to process orders when needed
- Send special items to customers or vendors (flowers, cookies, etc.) as needed
- Schedules Courier service when applicable for designers.
Master the 6 Deliverables:
- Sales RX Follow through (See implementation for more detail)
- Greeting properly (via phone, get them to make appointment, directions)
- Good Morning, Evening, Afternoon
- Building rapport
- Get information - quote, related party
- Next Appointment or Close
- Daily Huddle - Rotation Schedule
- Activities Completed by End of Day - Tag the sales staff to make sure these non-completed work gets done, Next action, quote, related parties.
- Open Tasks on their Home page
- Response Time
- Follow ups within 48 hours
- Customer greeted within 15 seconds
- Emails/VM within 2-4 hours
- Pending meetings individually - weekly
Reports Generated by Department and Frequency of use
- Daily report to Manager
- Daily Sales and Sign-In reports
Key Performance Indicators
- Maintains positive/inviting attitude with customers
- All customers signed in and information recorded accurately
- Walk-ins distributed as per guidelines
- Develops rapport with major accounts
- Sign-In Reports completed accurately and daily
- Phones answered in a timely manner
- Proper Phone etiquette followed
- % of customer that are helped
- Number of positive online social media reviews
- Organized Front Desk
EXPECTED NUMBER OF HOURS WORKED PER WEEK: 45
I have read, understand and accept the duties, responsibilities and requirements as stated above.
Employee Signature: _ Date: _
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