Job Description Store Associates CRO/CSE1. Sales Executive - CROPOSITION DETAILS

Position TitleSales Executive

Reporting ToStore Manager

LocationAs per store location

LanguagesAs per language matrix

POSITION PURPOSE

The sales executive will be responsible for driving sales at the retail outlet and adhere to the customer interaction and backend standard operating procedures of the retail outlet

KEY RELATIONSHIPS

Key Internal RelationshipsStore manager, sales executives, service executives, cashier

Key External RelationshipsCustomers

QUALIFICATIONS

EducationGraduate/ Diploma holder in any discipline

Experience0-6 Months of relevant work experience. Age: 20 yrs+

Relevant work experience includes:

Preferred experience in retail, consumer electronics, consumer durables or telecom verticals Experience in retail sales function/ strong interest and understanding of sales function

General skills required Customer relationship management

Strong communication skills

Negotiation skills

Leadership skills

KEY SKILLS AND COMPETENCIES

Skill CategoryKey SkillsDetails of Key Skills

FunctionalAdheres to standardized store processes Understands & executes standardized processes & procedures to be followed across all sales area in the store

Ensures product availability on shelves Support in effective implementation of inventory flow process including indenting, receiving, physical inventory verification and sales

Demonstrates product knowledge Address products queries, articulate customer needs, conduct consultative selling towards addressing stated and unstated customer needs

BusinessDemonstrates required selling skills Strong selling skills, effective communication, result orientation towards meeting goals and targets, customer lifecycle management, selling profitably

Minimizes costs Reduces overheads and follows processes

BehaviourDisplays & lives company culture Upholds company's culture and values

Customer orientation and provides good customer service Identifies and implements enhancements to the sales processes to meet the customers needs

Communication skills Strong communication skills to provide product knowledge and ability to close deals

2. Service Executive - CSEPOSITION DETAILS

Position TitleService Executive

Reporting ToStore Manager

LocationAs per store location

LanguagesAs per language matrix

POSITION PURPOSE

The service executive will be responsible for identifying, researching and resolving customer issues related to products and services and will adhere to the standard operating procedures

KEY RELATIONSHIPS

Key Internal RelationshipsStore manager, sales executives, service executives, cashier

Key External RelationshipsCustomers

QUALIFICATIONS

EducationGraduate/ Diploma holder in any discipline

Experience0-6 Months of relevant work experience. Age: 18 yrs+

Relevant work experience includes:

Experience in telecom/ consumer electronics technical support or customer service BPO

Preferred experience in customer service function

General skills required Customer relationship management

Strong communication skills

Technical product knowledge

Analytical skills for issue identification and resolution

KEY SKILLS AND COMPETENCIES

Skill CategoryKey SkillsDetails of Key Skills

FunctionalAdheres to standardized store processes Understands & executes standardized processes & procedures to be followed across all service areas of store and ensures compliance

Ensures effective customer service Ability to identify, research, and resolve customer issues related to products and services and follow up on customer inquiries not immediately resolved

Demonstrates product knowledge Basic knowledge of product hardware and software for issue identification

Innovative solutions Ability to offer alternative and innovative solutions where appropriate with the objective of retaining customers

Analyse and resolve issues Ability to gather customers information and determine the technical hardware/ software issue by evaluating and analyzing the symptoms

Research Ability to research required information for query resolution using available resources

BehaviourDisplays & lives company culture Upholds company's culture and values

Customer orientation and provides good customer service Ability to deal effectively with customers in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict

Communication skills Strong communication skills to provide efficient issue resolution

Problem solving skills Exhibit problem solving skills required to formulate effective customer solutions