Showroom Sales Support at Architectural Ceramics Inc.

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.

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:

1. Sales RX Follow through (See implementation for more detail)

o Greeting properly (via phone, get them to make appointment, directions)

o Good Morning, Evening, Afternoon

o Building rapport

o Get information – quote, related party

o Next Appointment or Close

2. Daily Huddle – Rotation Schedule

3. Activities Completed by End of Day – Tag the sales staff to make sure these non-completed work gets done, Next action, quote, related parties.

4. Open Tasks on their Home page

5. Response Time

a. Follow ups within 48 hours

b. Customer greeted within 15 seconds

c. Emails/VM within 2-4 hours

6. 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

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