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Summary

The main role of this position is to welcome customers with a warm and genuine smile, discover their needs, demonstrate our products, convert sales orders and follow up with every El Dorado customer. In addition, Sales Associates are responsible for providing Five Star Service excellence during the interaction with internal and external customers prior, during and after sales transactions. Sales Associates are expected to maintain showroom cleanliness, organization, free from debris and to follow implemented safety standards.

  

Essential Duties and Responsibilities

·        Employ the 5 Steps of the Sale with every customer. See steps below:

1.     Customer Greeting

2.     Discover Customer’s Needs.

3.     Demonstrate Products.

4.     Close the Sale.

5.     Follow Up.

 

  • Adhere to the Golden Rules and non-negotiable sales standards. See rules below:

1.     Always have your phone in vibration mode when attending a Customer.

2.     Only one (1) Sales Associate is allowed at the Reception/Up-Area at a time.

3.     Always address your Customer by their preferred first or last name.

4.     Never leave your Customer alone or unattended.

5.     Before you say “No” to a Customer, always ask your Leader for an alternative.

6.     Always acknowledge every Customer within 15 feet by saying: “Good morning, Good afternoon or Good evening”

7.     Never argue with a co-worker in front of a Customer.

8.     Always walk your Customer a minimum of 3 feet outside the door. 

9.     Business cards can only be given to Customers after they have purchased or at the front door as they leave the Showroom.

10. Customer calls must be returned immediately once message is received and within a maximum of two hours.

 

  • Responsible for providing Five Star Service excellence to every customer interaction prior, during and after sales transactions.
  • Learn and perform by El Dorado Furniture’s mission statement: “We the people of El Dorado will do everything humanly possible to WOW all of our Customers always.”
  • Accept and obey company policies and procedures found in the Sales Department Manual.
  • Inform appropriate departmental Supervisor or Leader whenever safety irregularities are noticed in order to take corrective action.

·        Make use of an Apple iPad during every customer interaction leading up to sales transactions and in follow up of customers. Such mandatory tech tool will be provided, monitored and updated by EL Dorado Furniture. Consenting to iPad Employee Purchase Agreement is required.

·        Use PERQ App in iPad and/or mobile phone to know the up-system status.

·        Use PERQ App in iPad and/or mobile phone to enter customer information in Customer Relationship Manager (CRM) feature as the chosen follow up program.

·        Follow up on open, scheduled and delivered sales orders when starting the work shift, throughout the day when not assisting customers and before going home for the day.

·        Inform customers of ongoing promotional offers proper to their product selection. Non applicable offers should be mentioned as a motivation tactic to help increase to the sales transaction.

·        Create reservation in LOFT mobile or LOFT computer system with correct customer information and to add product(s) chosen by customer.  

·        Convert reservation to sales order to process payment using Magtek credit card readers on desk stations located in the Customer Service office. Comments will support identity check found in valid customer ID.

·        Will be available to assist customers in filling out credit applications at Kiosk for Comenity Bank, Genesis Credit and Progressive Leasing following their guidelines respectively. When necessary or upon customers’ request, will fill out credit application in LOFT system or corresponding web browser.

·        Explain finance terms to customers in details, handout bank brochure with terms & conditions and utilize BLUCard payment calculator to estimate the monthly payments.

·        Facilitate valid customer ID and will ask for required information to fill/file IRS F8300 proper to the time a sales order(s) is written under one or more customer code accounts totaling $9,000.00 or more with cash, traveler check and money order as the method of payment. This is also required within 30 days from the last closed document (sales order, even exchange, service).

·        Add comments in order comments section regarding mention of back-ordered merchandise, estimated time of arrival of POs and any other details specific to the sales transaction for the record.

·        Perform 3-Point Check procedure, upon printing sales order invoice(s), to confirm the accuracy of the information related to the sales transaction. Done with a pen to check and circle the store’s invoice copies when going over the below listed points:

1.     Customer – Verify bill to and ship to information. This includes the first and last name, delivery address (ship to), both phone numbers and email address.

2.     Product – Verify product entered to sales order. This includes package SKUs, items by type (night stand/dresser/chest), collection name, sizes, number of pieces, color, materials and Smart Choice.

3.     Payment – Verify payment details. This means to go over the purchase subtotal, delivery charge, taxes, total sales amount, deposit (if applicable), financed amount (if applicable) and finance term.

·        Educate customer on what to expect from the Dispatch Track delivery confirmation process. Action from customer is required for routing purposes and for process to follow thru. The contrary will result in a stop delivery for lack of confirmation.

·        Responsible for scheduling sales orders for delivery upon customer’s request.

·        Complete and submit Delivery Restriction forms at least 48 hours prior to the scheduled delivery date. Delivery partners require a minimum of 48 hours to coordinate the route to meet building restrictive time frames and to produce Certificate of Insurance required by building management office prior to delivery.

·        Contact customers two (2) days prior to the scheduled delivery date to confirm someone over the age of 18 will be present to receive the order, to verify delivery address, phone numbers and merchandise being delivered once again.

·        Contact customers to inform of any changes in their estimated time of arrival of back-ordered merchandise and place comments on the order regarding the follow up.

·        Submit refund requests in formsite link upon customer request for Leader approval.

·        Submit customer service inquiry upon customer contact regarding a customer service related issue. This request must be valid and within the warranty period.

·        Follow up with Customer Care Agents on approved refunds, credit memos, exchanges and/or pending services.

·        Enter Listening-to-You submissions via formsite link after walking the shopper(s) outside the showroom to provide a detailed communication of what customers were looking for that we do not carry. This information helps Purchasing Department staff make decisions to purchase items that are in high demand.

·        Be available to assist customers calling to the store requesting product information and/or details regarding current promotional offers.

·        Participate in daily (Tuesday through Friday) 15/15 educational session.

·        Walk the showroom each work day before the store opens to the public to get acquainted with changes to displayed merchandise.

·        Must follow and accomplish the 10 Showroom Tune-Up Guidelines apportioned to Sales Associates each workday to maintain their assigned showrooms in optimum display conditions. See guidelines below:

1.     Lighting: All furniture and accessories with lighting features must be turned on. This includes and is not limited to table lamps, floor lamps, chandeliers, curio cabinets, TV bases, beds, dresser mirrors, etc.

2.     Comforters: All display bed comforters must be straightened and tucked-in. Comforter set pillows cannot obstruct the view of the headboards.

3.     Accent Pillows: Accent pillows corresponding to living room sets, occ. chairs or chaise lounges must be displayed on the correct furniture piece as shown on the price tag image. Such accent pillows must be put back in place, if disorganized and padded to its original contour. All zippers must be placed facing downwards.

4.     Pricing: Verify all product on display is priced with the appropriate tag corresponding to the furniture set or single items. If a price tag is identified missing, the Sales Associate must report it to the Head Housekeeper for re-printing immediately. Price tags must be placed on the right side of the assigned furniture item making it visible to the customer as they walk throughout the showroom.

5.     Placement: Any furniture item that was moved away from its corresponding set OR changed in modulation must be placed back to its original form after the demonstration to the customer has ended. This includes and is not limited to modular sectionals, coffee/side/occ. tables, occ. chairs, dining chairs, ottomans, accessories, etc.

6.     Power Motion: All power motion pieces must be plugged in to a power source and verify all pieces actuate open and close. Power cables must be tucked under furniture sets and placed inside the Floor Cord Covers when laid across a walking path. All lift chairs must be positioned on an angled lift evenly.

7.     Headrests: All sets with adjustable headrests must showcase the right arm facing headrest in the up position. This may vary in some cases due to the inverted traffic flow of the showroom. In such cases the left arm facing headrest will be set to the upright position.

8.     Electrical Inserts: All furniture units with an electrical insert imitating a fireplace must be turned on to showcase the flames. All heating elements will remain off at all times.

9.     Damaged/Broken: Any damaged or broken furniture pieces must be reported to the Merchandise Leader or Head Porter immediately to be removed and/or replaced if poses a safety hazard. Other pieces requiring an adjustment or minor repairs should be reported as well.

10. Mattress Shop: Mattress Comfort Metrics area must be organized and ready to receive a customer for presentation. Sleeping pillows must be placed on the preassigned shelving unit and sanitary napkin dispenser must be refilled when emptied. All foot protectors must be straightened, displaying the correct price tag and soil-free. Mattresses must be kept stain and moisture free at all times, otherwise must be reported for replacement. All lamps must be turned on and carpet vacuumed. All adjustable power bases must be plugged in to the wall and remote control inside corresponding holsters.

·        Participate in product and procedural training administered by El Dorado Furniture University as trainee as well as Instructor, if EDFU deems it suitable. Training locations may vary from stores, EDFU campuses and corporate office depending on training program.

·        Categorize VIP and invite customers to store’s annual VIP celebration event.

·        Use ADP mobile app or web browser to process time off requests and to keep personal information up-to-date.

Participate in every Saturday Sales Meeting unless excused by approved time off request or due to business need.

·        Occasionally visit nearby Industry retailers to be well-informed of their line-up, inventory, price points and promotional offers.

 

Other Duties

·        Complete floor tune-up on the assigned showroom area on a daily basis.

·        Assist other areas/departments of the showroom when needed.

·        Other tasks may be assigned as needed.

 

Qualifications

  • Professional verbal and written communication skills in English.
  • A genuine smile, positive attitude, team player, approachable and enthusiastic personality.
  • Selling skills. Must be able to demonstrate, in role play scenario, product features and benefits to fulfill customer needs.
  • Interpersonal skills. Able to naturally connect with people.

·        Will use personal mobile phone to communicate with internal and external customers.

  • Available to travel to unassigned showrooms upon customer’s request.
  • Must have a valid Driver License and means of transportation.

 

Education and/or Experience

  • High School Diploma or GED equivalent required.
  • Minimum one (1) year experience in retail sales and customer service.
  • Computer proficient and technologically savvy.

 

Language

·     Professional proficiency in English. Bilingual Spanish or other languages are valued.

 

Physical Demands

·        Able to walk and stand for long periods of time as throughout the showroom.

·        Requires some lifting and moving of merchandise such as: decorative accessories, chairs, tables, etc.

·        Able to visit to customer’s homes to assess rooms, measure spaces, sample colors and material swatches to recommend the appropriate product(s) for their home.

Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



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