Sales Support

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:

PI1278555264f8-25826-35511599