Residential Sales Associate
RESIDENTIAL SALES ASSOCIATE
- POSITION OVERVIEW
- Present CertaPro Painters to prospective customers so as to differentiate ourselves from our competition and to further enhance our ‘Brand of Certainty’.
- Service all prospective customers with the objective of meeting their painting needs and building customers for life.
- Ensure that our customers’ needs and their expectations are clearly communicated and accurately documented on a written proposal.
- Develop a close working relationship with the Production manager and the Office Associate to ensure all expectations set forth on the written proposal are met.
- Ensure that all field marketing programs are being executed.
- Live the Values of CertaPro Painters:
Deliver What You Promise
Respect the Individual
Have Pride in What You Do
Practice Continuous Improvement
- Fulfill the obligations of the essential functions; Sales. Marketing, Production, Administrative and Personal Development.
- ESSENTIAL FUNCTIONS
o Complete Set-up call to ensure appropriate expectations are set for and from the customer
o Meet with customer, in person, to perform 10+1 Estimate Process and collaborate on their project.
o Schedule Designer/Color Consultant. (If necessary)
o Schedule follow-up date and time with customer.
o Send ‘Thank You’ Email immediately after Estimate is completed.
o Follow-Up with Prospective Customers (Current Estimates) by phone and or Email consistently until the job is secured (Landed) or the customer chooses not to have the work completed. (Dead Estimate)
o Ensure that Landed proposals are signed by the customer prior to reporting the job as landed.
o Collect Deposits (if necessary).
o Schedule customer inquiries (Leads) for Estimates. (Those that are not scheduled by the Office Associate or The Customer Service Center.)
o Complete a Territory Marketing Plan monthly in conjunction with their Direct Supervisor.
o Ensure that Lawn Signs are up in Territory and Door Hangers are distributed as per the Territory Marketing Plan.
o Participate in all Company sponsored Home Shows.
o Deliver 10 door hangers at the conclusion of every estimate to the surrounding residences.
o Ensure that Cold Call Campaigns are executed as per the Territory Marketing Plan.
o Ensure that the written proposal accurately, specifically and clearly defines both the needs of the customer and the expectations set forth during conversations between the customer and the RSA.
o Communicate the scheduling preferences and needs of the customer to the Office Associate by clearly writing the preferred dates (week and month) and any scheduling promises made on the front of the proposal.
o Upon landing the job, communicate clearly to the customer the process going forward by providing them with the name of the Residential Paint Crew letting them know that he/she will be contacting them to discuss the production of the work.
o Meet with the paint crew at the start of every job and review the customers, the job requirements, and CertaPro expectations for a successful outcome.
o Ensure that the Customer Color Confirmation sheet is complete prior to the Office Associate turning over the Job Jacket to the Residential Production Associate.
o Contact all completed jobs to ensure that customer’s expectations were met and to actively network for referrals.
o Take pictures of difficult production situations and/or customer service concerns during the estimate.
o Collect customer payment if necessary.
o Completion of “Delivering Certainty in the Home” curriculum in CertaPro University
o Certification in the 10+1/Estimate Serve Process.
o Participation leading to certification in the Franchise Company’s Skill Development Program. Relevant Skills include: Conflict Resolution, Priority Management and Goal Setting & Review.
o Participation in Regional or National On-Going Training Conferences/ Meetings.
o Update lead profiles, job profiles and proposals daily in Certa Notes.
o Replicate database daily.
o Prepare Weekly Analysis of Results in preparation for Goal Setting and Review with Supervisor.
o Maintain and update all Point of Sale and Marketing Material.
III. STANDARDS OF PERFORMANCE
o As established by the Management team