What a Consultant Should Know. Sales consultant: duties and mode of work

The profession of a sales assistant does not require specialized education or highly specialized skills. However, a number of requirements for the identity of the applicant applying for this position still exist. Most often, these include general wishes related to the lifestyle and character of the applicant:

• sociability;
• goodwill;
• restraint;
• grammatically correct speech;
• courtesy and knowledge of etiquette.

Besides, Responsibilities of a Sales Consultant, as a rule, provide for the need for a long stay on your feet without the possibility of rest during the working day. Therefore, the requirements of endurance and excellent health can be considered quite fair.

No less fair is the desire of the employer to get an experienced employee who is able to quickly make decisions in the event of emergency situations.

Depending on the direction of activity of the enterprise, inviting a sales consultant to work, may be nominated Additional requirements. For example, freehold foreign language, knowledge of the characteristics of the product being sold, etc. Sometimes the gender of the employee also matters (for example, in a women's underwear store, a woman seller would be more appropriate).

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Key skills of a sales consultant, skills and abilities

A Sales Consultant is a sales consultant. Unlike transactional sales, when the buyer independently takes the initiative to buy and chooses a product, consulting sales involve information support, the use of methods of persuasion, and sometimes overcoming objections. All this is included in duties of a sales consultant.

That is, he must master the basic methods and techniques of psychological and verbal interaction with customers, as well as have an idea of ​​\u200b\u200bthe existing sales technologies. Of course, in the absence of work experience, it is almost impossible to acquire such skills, which is why many companies practice preliminary training for employees: theoretical courses, seminars, trainings, etc.

Another professional skills of a sales assistant necessary for successful work is the ability to work with documents and products accounting programs (for example, "1C: Trade and Warehouse"). Otherwise, the seller runs the risk of providing the customer with incorrect information regarding the availability of the desired item in the store.

The main responsibilities of a sales consultant: for a resume and successful work

As a rule, in official duties sales assistant includes the following functionality:

• negotiating with clients of all levels;
• customer service in accordance with sales technologies;
• providing consulting assistance to buyers regarding the properties, characteristics of goods, rules for their use, pre- and post-sales service, care;
• calculation of the total cost of the purchase;
• packaging of goods;
• work with complaints;
• acceptance and exchange of goods;
• checking the serviceability of the goods, compliance with its name printed on the package, visual inspection, etc. (that is, pre-sale preparation).

This list is by no means exhaustive; it all depends on trade policy company, the direction of its activities and many other factors. For example, often official sales assistant instructions contains a clause on monitoring consumer demand, although this is more within the competence of a marketer.

Content and example of a sales assistant resume

Main Responsibilities of a Sales Consultant is the provision to the buyer of complete and reliable information about the product, the provision of practical and consulting assistance in its selection and, ultimately, the completion of the sales cycle, that is, the sale of the product.

Therefore, in order for a potential employer to show interest, sales consultant resume should contain information about the possession of the subject of sale, that is, knowledge of its characteristics, purpose, main target audience etc. If you have experience in a similar or related field, you should dwell on this in more detail and describe your own achievements in the same place.

In addition, the image of the company (store), and hence the level of customer loyalty to it, directly depends on the sales assistant. Thus, in the summary it is worth pointing out the compliance with the requirements for employees whose work involves interaction with customers: lack of conflict, friendliness, etc.

Sometimes increase the chances of getting desired position a little trick helps: usually, when posting a vacancy announcement, the employer quite fully indicates the requirements for the applicant in it; when compiling a summary, it is enough to paraphrase the indicated qualities a little - and here it is, compliance! But this is permissible only if it does not contradict the truth too much - otherwise you can get into an awkward situation.

Overcoming difficulties with the wording and description of previous merits will easily help sales assistant resume sample. Finding him on the Internet is easy, but it’s better to specify the request and indicate the sales area in which employment is planned: for example, “ sales consultant resume sample home appliances store.

A sales assistant is a specialist who represents the store and communicates with the buyer, his duties include not only the direct sale of goods, but also assistance in choosing them.

He must know all the information related to the release of the product, its manufacturer, properties and qualities, the material from which it is made, and other characteristics that the buyer may be interested in.

The visitor can contact a specialist on any issue or problem that he must quickly and efficiently solve. To do this, the sales assistant needs to know everything about the history of the store, the availability of goods in the warehouse and the time when replenishment is expected.

In some organizations, a representative of this profession is required to monitor the condition of the goods, their presence on the windows, the change of price tags, as well as the order on the trading floor.

A specialist is valued if he brings profit to the store, so almost always wage sales assistant depends on the quantity of goods sold.

What a true professional should know

First of all, of course, it is necessary to get acquainted with human psychology. Why he wants to buy a product, what guides him in choosing and making a decision, and most importantly, how to push him to the right decision.

A person can possess these skills from the very beginning. conscious life or learn from special trainings. Often, companies themselves hold seminars and training sessions to improve the skills of their employees.

Of course, it would be better if the consultant himself “feels” the buyer, what he needs, how to build a conversation with him, be able to give the necessary advice and help, gain confidence.

The Sales Consultant must have the following professional skills:

• stress tolerance;
• politeness;
• patience;
• ability to resolve conflict situations;
• resourcefulness;
• restraint;
• sociability.

Correctly compiling a psychological portrait of a potential buyer is the main point of the work. It depends on how successful you can sell.

What a Sales Consultant Should Know

It is very important to win over the buyer at the first moment of acquaintance, to be friendly, smile, speak politely and courteously, be able to listen and be attentive. Only in this case you will gain due trust and will be able to influence the choice of the visitor. Otherwise, they simply won't want to listen to you.

Your desire to help must be sincere, because falsehood is always felt. So, the buyer will be located to you and will appreciate your advice.

The second important attribute of the profession of the seller is to keep the attention of the client. Here everyone should show their individuality and life experience. It can be unobtrusive humor, personal examples or purely informative advice. At the same time, you should give the client time to think about your words and make his own decision. Don’t be overly intrusive—no one likes that—but don’t get too far out of sight to answer questions if you need to.

Possible Sales Mistakes

One of the most common mistakes of a sales assistant is excessive talkativeness and annoyingness. Customers don't like it when they try to "shove" a product that they do not need. Therefore, listen carefully to the wishes of the client and try to gently lead him to the right idea.

Often a lot of technical information tires the buyer, and he loses interest in the product. Find out what is important for him to know before buying, and consult clearly on issues of interest.

Under no circumstances should you chew gum in the workplace. This is considered a sign of disrespect and bad taste.

The profession of a clothing seller attracts many girls because it provides them with the opportunity to work in the fashion industry, receive a decent salary, and constantly communicate with people. But at the same time, one should not forget that trade is a specific industry that requires the ability to determine the need of the buyer and satisfy it.

Even someone who has never done this before can be taught how to work with clients. It is these candidates who most often respond to vacancies. You should not refuse the applicant if he:

• sociable - has the ability to find a common language with shop visitors;
• able to quickly navigate the range of products you offer;
• polite and friendly;
• has a positive attitude.

These are basic personal qualities, without which it makes no sense to work as a seller in any store, not to mention boutiques with. as show marketing research, women come to the store not only for a new dress, but also for quality service. Therefore, if you want to succeed in your business, organize a high-level customer service.

What questions should visitors ask?

Marketers have identified a number of questions that customers need to ask in a clothing store in order for them to make a purchase. By asking them, you can turn almost every visitor into a customer.

Questions are divided into 3 groups:

1. open;
2. alternative;
3. closed.

Each of these groups has its purpose and is set at a certain moment. When a customer enters the store, the consultant watches her to understand what products she is interested in. Then comes the time for open questions, which are otherwise called situational. They should identify the needs of the visitor:

• What models are you interested in?
• Are you going to a formal event or picking up clothes for work?
• Are there any colors that you prefer?

When the overall picture of needs is drawn up, they move on to alternative questions. The consultant offers the customer several models and at the same time is interested in:

• Do you prefer medium length or maximum length dresses?
• Do you want to see only dresses or show you skirts as well?
• Can I help you choose accessories for the dress?

This list could be endless. Their essence is to offer the customer a choice, demonstrate more products, increase the amount of the check.

Closed questions are needed in order to understand how well the seller understood the needs of the buyer:

• Do you like this style?
• Do you feel comfortable in this dress?
• Suggest you another model?

Consistently answering the consultant's questions, the visitor tells him what she is ready to spend money on and what she is not. Using this information, it is quite easy to persuade her to make a purchase!

1. GENERAL PROVISIONS

1.1. This job description defines the functional duties, rights and responsibilities of the Sales Consultant.
1.2. The seller is appointed to the position and dismissed from the position in the established current labor law by order of the Director General.
1.3. The seller must know:
- resolutions, orders, orders, other guidelines and regulations relating to the work of a trade enterprise; commodity science, standards and specifications on goods, their main properties, quality characteristics, prices, the history of the creation of manufacturers, storage conditions, use of goods;
- the management structure, the rights and obligations of employees and the mode of their work; rules and methods of organizing customer service; the procedure for decorating the salon and shop windows; fundamentals of aesthetics and social psychology; technology of personal selling; labor legislation; internal labor regulations; rules and norms of labor protection; safety regulations, industrial sanitation and hygiene, fire safety, civil defense.
- main competitors, manufacturing firms, goods, prices;
1.4. The seller must be able to use in their work cash register machine, see Appendix 1.
1.5. The seller must have good communication skills, must be energetic and positive.

2. FUNCTIONAL RESPONSIBILITIES

The seller-consultant is obliged:
Be professional in your work.
2.1 Be able to negotiate at any level.
- Be able to overcome objections.
2.2 Be friendly, polite with customers and with your colleagues.
- While working with a client, smile, be attentive, not show dissatisfaction or irritation. The buyer must feel your location, attention, desire to help.
2.3 Create for the buyer the necessary conditions to select and familiarize them with the goods they are interested in, to control the absence of violations of trade rules.
2.4 Provide customer service in accordance with the technology of personal selling; assist buyers in choosing goods, advise buyers on the purpose, properties, quality of goods, on the rules for caring for goods, on prices, on the offer of interchangeable goods, new and related products; calculate the cost of the purchase, issue a check; produce packaging of the purchase; exchange goods.
2.5 Take measures to prevent and eliminate conflict situations.
2.6 Inform management about existing shortcomings in customer service, measures taken to eliminate them.
2.7 The sales assistant must know regular customers in person, preferably by name and patronymic, inform management about customers making large purchases to improve the work of the discount program;
2.8 Accept applications and wishes of buyers for goods that are not in the department.
2.9 Be able to offer an alternative to products from the availability in the range.
2.10 Prevent theft and damage by unauthorized persons.

3. WORKING WITH PRODUCTS.

The sales consultant must:
3.1 Produce a complete pre-sale preparation goods (checking the name, quantity, completeness, grade, price, conformity of marking, unpacking, inspection appearance.
3.2 Notify your immediate supervisor, and, if necessary,
administration of the enterprise, about cases of detection of goods that do not meet the requirements of pre-sale preparation.
3.3 Place and lay out goods in accordance with the principles of merchandising by groups, types, taking into account the product proximity, frequency of demand, and convenience of work.
3.4 Control the availability of goods in the trading section, check the quality, availability and compliance of labels, price tags and their correctness.
3.5 Monitor customer demand.
3.6 Compile an application for goods to provide customers with the most complete products;
3.7 Inform customers about a product that is not in their department, but may be in another, and, if necessary, about the timing of the transfer.
3.8 Know the approximate timing of the next deliveries;

4. REPORTING.

The sales consultant must:
4.1. Able to work for cash register(see Appendix 1).
4.2. Know how to correctly and accurately issue change Money collector.
4.3. Accurately and on time fill out the cash register report booklet and the sales booklet.
4.4. Ensure correct, clear, organized, prompt audits.
4.5. Submit other reporting documents on time.

5. DISCIPLINE IN THE ROOM.

The sales consultant must:

5.1 Follow the instructions and orders of the direct management and administration of the enterprise.
5.2 The mode of operation of the Seller is determined in accordance with the Internal Labor Regulations established at the enterprise and the Daily Schedule of the sales consultant of the company "______________".
5.3 The Sales Consultant must appear at workplace according to the schedule approved by the administration, 10-15 minutes before the opening of the salon.
5.4 Stick to the work schedule, do not be late. If you are late or need to be absent good reason, inform the senior seller, to ensure timely replacement.
5.5 Check the status of the department.
5.6 Prepare the department for work:
- Wipe trade software. All glass and mirrors must be clean; on horizontal surfaces and goods, the presence of dust is unacceptable;
- Check the availability of the entire range on the shelves, showcases, counters.
5.7 Ensure the smooth operation of the salon, be at your workplace during the entire working time. You can leave your workplace only in case of replacement by another Seller, either to visit the toilet room, or for other purposes as agreed with the director.
5.8. Follow business style in clothes (Blouse, opaque skirt or trousers, business dress, suit, shoes). Make-up should be discreet, light perfume, wear a company badge.
5.9. Comply with labor and production discipline, rules and norms of protection
labor, industrial sanitation and hygiene requirements, fire safety requirements
security, civil defense.
5.10. Monitor the safety of goods liability for products, commercial equipment and other material values ​​in the salon.
5.11. The seller is required to attend weekly training as well as other training programs and corporate events.
5.12. Two weeks before the dismissal, notify the director of the company in writing.
5.13. At the end of the work, the seller is obliged to inform the manager about the results of the day's work.

FORBIDDEN:
6.1. Sit at work.
6.2. Read foreign literature, solve crossword puzzles.
6.3. Clean up in the presence of the buyer;
6.4 Smoke before and during the working day.
6.5. Talk about personal matters at work, talk to other salespeople, communicate with acquaintances and relatives, except in serious situations (5 min.).
6.6. Snack, drink in the presence of a client, chew gum.

3.1. The seller has the right:
3.1.1. Take appropriate actions to eliminate conflict situations and the causes that led to them.
3.1.2. Give explanations on the essence and causes of the conflict situations that have arisen.
3.1.3. Make proposals to the management of the enterprise to improve the work related to functional duties The seller and the entire enterprise as a whole.
3.1.4 For remuneration in accordance with the current motivation system
Put forward ideas and proposals regarding the assortment, the work of the hall and the enterprise as a whole.
Participate in competitions for the best design of shop windows and shelving in their departments.
Participate in competitions for vacant positions within the company - the candidates of the company's employees are considered in the first place.

Has the right to rest.

4. RESPONSIBILITY

4.1. The seller is responsible for:
4.1.1. Failure to fulfill their functional duties.
4.1.2. Inaccurate information about the status of the received tasks and instructions, violation of the deadlines for their execution.
4.1.3. Failure to comply with orders, directives of direct management and
enterprise administration.
4.1.4. Violation of the Internal Labor Regulations, fire safety and safety regulations established at the enterprise.
4.1.5. disclosure trade secret(Volume of sales, trade margin, taxation system, data from the client base, methods of personnel training).
4.1.6. Loss, damage and shortage of goods and other material assets in accordance with applicable law.

5. WORKING CONDITIONS

5.2. The remuneration is a fixed amount for each day worked, plus a bonus in the form of a percentage of the goods sold.

Sales Consultant is one of the most popular positions in modern world. Still would! How many shops and shopping centers around! It remains only to imagine how many sales consultants are employed in them. In view of the prevalence of the profession and its relevance, it is important that applicants for the position know exactly what a sales assistant should be able to do. The duties of such an employee are very numerous, which you can’t say right away.

So, what does a sales assistant do at his workplace?

Despite the offered goods, such an employee should be able to negotiate with clients beautifully and competently, be mentally and verbally prepared for objections and claims. Keeping calm in any situation is a kind of duty of the seller. He should always remain polite, friendly and attentive, even in cases where this is not desirable.

Sales Consultant: Responsibilities

The responsibilities of a store sales assistant include creating good conditions for customers, maintaining the store in order. It is this person who picks up and arranges the goods in the store, controls the trading process, advises them, calculates the cost of the purchase, and packs it. Informs the management of any problems, including problems with the product and consumers, also the sales assistant.

Sales assistant in the store also include:

Prevention of damage to goods by buyers and unauthorized persons, prevention of its theft;

Preparation of goods upon receipt and sale (checking availability, name, quantity, marking, appearance, serviceability);

Placement of goods by groups or types, as well as other criteria;

Informing store management about shortages or inconsistencies;

Checking the availability of price tags;

Tracking consumer demand for a particular product;

Drawing up applications for the goods that the buyer wants to see in the assortment of the store.

In addition to the above basic duties of a sales assistant, such a person should be able to interest the buyer, offer him an alternative option in case of unavailability of the desired product.

A sales consultant, whose duties, although few, require responsibility and concentration, must always be in good shape. This article lists only the main responsibilities of the seller. It is clear that depending on the product sold, the features of the work will differ. For example, a sales assistant in a hardware store should always be up to date with new products, understand absolutely everything that tells customers, study the functionality and principles of operation of each device, and the same employee in a furniture store must be well versed in the technologies for the production of goods, his technical specifications and other issues related to furniture.

If a person wants to take the described and the rights are prescribed by the employer in job description), in the resume, he must indicate his experience in this field, and at the interview show sociability, goodwill and quick wit.