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Store Sales Representative
Location: 2115 MANUEL HIZON STREET, STA. CRUZ, MANILA (Joanne Sagun)
Location: 2nd floor, Makati Central Square, Chino Roces Ave, Makati (Rolen Nasalga & Robert Bancayan)
Location: Ali-X Strip Phase A1 2nd Floor,Ali Mall Araneta City,Cubao (Febee Valdez & Francis Grande)
Store Supervisor/Manager: Jervin Tabaisares
Purchaser: Dyan Galvan
Billing: Michelle Lee
Time Keeper/Dispatch: Jervin Tabaosares
GM: Lindsey Lee
MARKETING STRATEGIES
You must be a good salesperson. But it will be your approach that makes the customer buy your items like knowing your products really well, and marketing new items to the customer and even cross selling. So make sure to research and study your products during your free time.
When a customer inquire a product that is not available in the store, write down their names and details, so whenever the products are already available in the store you can still update them.
Authorized discount is only 3% and it is up to you to decide for strategic decisions.
A. POINT OF SALE
A.1 Awareness
A.1.a You need to log in at the POS before starting the day with your personal user & password.
*Purposes (must use or Input correctly)
Paid Out – For Expenses Purposes (gas, LBC, parking ect)
Received on Account- Cash Receivable (panukli from Cainta)
Pick up- For supplier payment (ifex, Enriquez, Standrad ect.)
A.1.b You must count the money inside the cash register to double check the amount inside the drawer.
A.1.c Make it sure to log out when you are not using the POS, this is for your privacy and safety when untoward incidence will happen.
A.1.d You must not leave the cash register open when you are not using it.
A.1.e You don’t have to decide on your own in giving out prices of untagged items, etc. Consult the officer first before editing the prices in the POS.
A.1.f You must avoid or lessen void transactions in the POS.
A.1.g You are not allowed to stock adjustments. Only Audit is allowed to adjust the stocks QTY. (Temporary Allowed)
A.1.h No items or products must leave the store with-out sales invoice or transfer registration on POS.
A.2 Sales
A.2.a All items purchased by walk in customer must be registered as sale on the POS.
A.2.b You must encode correctly all the items purchased by walk in customers and select the mode of payment used to pay the items if paid using cash, visa, mastercard, bankwire or paid from paypal via online placed orders.
A.2.c You must double check the items (if in good condition) and the price encoded in the computer with the actual items to avoid mistakes in punching in the wrong amount of the purchased items.
A.2.d When giving discounts over 3%, inform Supervisor/Admin first and input on POS. Reasons and value must be encoded on excell report for all discounts given.
A.2.e Sales without using O.R. (Official Receipt) is acceptable but you are required to inform the Super/Admin of the reason, with date, time and total amount. And must be included at the end of the day excel report.
A.2.f Bankwire, money transfer, gcash or pera padala must be cleared by billing first before item is released. Please refer to Viber (Unclaimed Group Chat)
A.2.g. Checks are not acceptable for walk in sales. Exemption is possible and must be approve by /Supervisor/admin.
A.3 Stock receipts, Transfers in and out, Damage Products & Sales Returns/Exchange
A.3.a You are responsible for all transfers going in and out in your store. All transfers must be done with-in a 24 hours after receiving or transferring the stocks.
A.3.b Stock receipts must be done not more than 48 hours, with exceptions on the quantity of the items.
*You are responsible to request for assistant from the Supervisor to check, unpack and display items, if it can’t be done alone.
A.3.c You are responsible to double check your stock receipts, transfer in & out. Failure or errors on doing so is subject for penalties. You must encode correctly QTY, Products. And for damage product ask dyan to replace it to supplier
A.3.d You must inform or remind the receiving/accepting location of transfers.
A.3.e You are responsible for correct encoding of products item during transfers.
A.3.f Undocumented transfer will be reviews and subject for a penalty.
A.3.g Damage items must be transfered out to Cainta Warehouse for inspection.
A.3.h Sales refund is not allowed, we only allow exchange within 7 days after sale.
*Customers must contact us before 7 days when they need to return purchased and con not replace with in 7 days.
*Returns due to damage, defective product, or wrong item shipped (must be unused, mew and contain all original packaging ). You will review it and must be in the original wrapping or container and must be in resalable condition.
A.3.I When a customer returns an item (order online) that was bought by mistake ( customer error), a 10% restocking fee will be applied to the returned item provided that the customer will purchase additional item/s online. Otherwise, a 15% restocking fee will be applied if there is no additional order. Plus additional shipping or delivery charge.
Please note that only merchandise not opened and not damaged upon receipt are accepted for returns. Shipping and Delivery charges will not be refunded and will be at the cost of the customer.
B. CUSTOMER SERVICE AND CARE
B.1 Proper treatment and customer relations
B.1.a You must always greet customer with a smile right after they get inside the store and always say thank you when they are about to leave the store.
B.1.b You must know how to determine if the customer needs your assistance or not. Some customers don’t want to be followed all the time but you have to check and attend on them from time to time and ask if they need assistance.
B.1.c You must think that it is always good to serve customers, but always know your limit to decide the extent of your service that must not affect the store or your sales
*When you are alone, and the customer is asking you to help him/her bring the items at the parking lot- this is not allowed.
B.1.d You must show interest to your customer when they are inside the store, whether they will buy or not.
B.1.e Be mindful of the customers actions, try to follow them as much as you can as some may shoplift or destroy our products.
B.2 Call & Messaging Assistance
B.2.a You must be polite and friendly manner and must be in full service in answering the phone and messaging inquiries
B.2.b You must accommodate all calls as possible and try to work on your sales communication in promoting new products or products related to what they need
B.2.c You must update the customer for new arrival of products and it must be done accordingly via phone calls, text message or authorized online messaging.
B.2.d You must ask the customer’s contact number and name, and list it down if the products they are looking for is not yet available. Then you can inform them if the stock has arrived already.
B.2.e You must promote the oil paint store via call or online by posting new products arrival.
B.3 Orders via Call, Text, Messaging and Chat
B.3.a It is still advisable to promote customers to order via our website. But if customer has no access to an internet you may take down the orders of the customers and ask for their details (name, address, telephone & mobile # and their order product)
B.3.b You must check if the items ordered are available in the store, If it is not available please contact Purchaser for the available stocks.
B.3.c You must return call to the customer to inform that there are stocks available or not and confirm if they want to continue.
B.4.d If the order was confirmed by the customer, get their information (mode of payment and mode of shipping/pick up) and give the total amount to be paid (for the specified shipping) and ask the preferred time of delivery or pick up.
B.4.e For TOPS products orders that needs repacking or manufacturing, you are responsible to inform VIber (Production: Ronnie & Noel), for items that need to be repack and or reproduce/manufacture.
B.4.f You must encode all the order in the website (for mode of delivery/shipping) and message the Online Sales for the order number, so that she will prepare the order.
B.4.g You may give The Oil Paint Store bank account.
C. STOCK MANAGEMENT
C.1.a “First in, last out” method of displaying the stocks is applied. You have to make sure all the new stocks are place last and the old stocks are displayed in front to avoid unmonitored expiring or drying of products especially acrylic paints and clay.
C.1.b You must track it, and monitor what are the selling items and what are the items need to be ordered and must inform Purchaser fr re-stocking.
C.1.c You must clean the displayed items in the store and check if there are any damaged products and let the admin know about it.
C.1.d You are responsible for your stocks in your store. Missing inventory after audit is subject for investigation and evaluation.
C.1.e You are responsible for cleanliness and organized environment of the store areas and product placement.
C.1.f You are responsible to monitor the slow moving products, expired and damaged products and make a report about it to be submitted to the supervisor. For damage products read A.3.g
C.1.g You are responsible in ordering, follow ups and receiving suppliers delivery not more than 2 times a month, make sure items are correct and items must be tallied to the receipt handed to you by the suppliers.
C.1.h Stock transfer In must be check thoroughly from the list and the physical item and double check it, every time the stocks will arrive at your branch, and if all items are complete then proceed to stock receipt and display the items.
C.1.i You are responsible to order for re-stocking/display of your store directly every 10th and 25th of the month for your branch and must be paid by cash or may request for wire transfer.
C.1.j For re-stocking or display in your store. It is advisable to list down all the customer’s inquiries, likes, and learn items that are saleable in your store and consolidate all orders to be ordered by OSO with approval of OM and/or admin.
C.2 Orders for In-Store Pick up
C.2.a You are responsible to coordinate in ordering stocks for walk in, order/request and online order, (viber) message Purchaser the list of stocks you need or required to transfer to your store.
*Take note all customer's information details so you can inform them when the stock arrives in your location.
*You must ask 50% downpayment for Special Orders like customize canvas works, or other special order items.
C.2.b You must pack the purchase product properly at the counter and count the number of items when putting it inside the bag and compare with the receipt before you give it to the customer.
C.2.c Stock Transfers-in that can be hand carry is allowed although some instances that needs Delivery must be scheduled by Dispatching.
C.2.d. It is your responsibility to inform and coordinate with the customer on the estimated date of arrival and availability for pick up. Please refer to Terms and Condition.
C.2.e For online In-Store pick up. When pick up is made, you must change the status on the Prestashop to “Pick Up” of that specific customer.
*Additional or Replacement of the actual order must be Edited in order to correct the stock quantity on the website.
*You must ask 50% downpayment for Special Orders like customize canvas works, or other special order items
refer link for processing pick up at store
https://theoilpaintstore.com/content/29-work-flow-online-
D. REPORTS
D.1 Sales Journal Book
D.1.a You should write down all sales with in the day on the Sales Journal Book before proceeding to cashier report before closing.
D.1.b You need to inform the Supervisor for updates on the Sales Journal if you need to update or buy a new one.
D.2 Excel Report must be accurate as possible
D.2.a Sales report for walk in customers. Must include OR#, name of the customer as possible, amount of sale, discount if given (must be state the reason of discount), time of sale. If payment mode is credit card, must state if EPS or credit via name of the bank (Visa or MasterCard)
D.2.b Cash in or Received on account. Cash or payment from customers without our OR and other cash receivable must be encoded with amount and name.
D.2.c Pick up (Purchases or supplier deliveries)
D.2.d Paid Out- for expenses and withdrawal of cash must encode with amount, name or reason.
D.2.e Total amount of the cash at the cash register drawer at the EOD must be accurate as possible. Any undeclared or forge amount will be subject for Disciplinary Action.
D.2.f Time in and time out logs must be accurate as possible
D.2.g You must email the sales report to the admin after POS EOD.
D.3 POS
D.3.a End Of the Day report. You must count all the money inside the cash register drawer after printing the sales report; make sure it was tallied on the amount printed in the sales report. Over or short count must be informed to the OM and Admin for evaluations for review and subject for penalty and or Disciplinary Actions
D.3.b You must gather all the receipts made for Paid Out (Expenses), Pick up (Stock Receipt, Suppliers O.R.), Receive on Account (Cash In) to be attach on the EOD report. Including deposit slips, suppliers OR.
D.3.c Transfers and Stock receipt must be emailed once a week to the Auditor. Unfinished transactions must be informed and missing transactions is subject for investigation and penalties.
D.4 Log Book (word file) must be accurate as possible
D.4.a Void/Cancel transactions, always state the reason why you void it in the log book.
D.4.b Opening the cash register without any transaction that was been made, always state the reason why you need to open the cash register.
D.4.c When editing the orders, state the reason why corrections are made.
D.4.d Email to auditor your Log Book records every week for Q&A.
E. CCTV
E.1.a You must copy regularly all the records of cam 1,2, with complete time-line on all days.
E.1.b Must not be wire tapped (erase) or delete records. Punishment is suspension and dismissal if found guilty of breaking the records.
E.1.c You must remember that all cameras and DVR must be reported and fixed if found broken on the same day as possible.
E.1.d You are responsible to hand over the copies or external hard drives to Head Office (Cainta) 2 times a week.
F. ACCOUNTABILITY
F.1.a You are accountable for shoplifters, be mindful of the customers coming inside the premises. Always try to stay behind or by sight.
F.1.b You are accountable for the short of funds after End-of-Day report.
F.1.c You are oblige to market your product via social media every day, and it must be available in your store.
F.1.d (Baby Rose) You are oblige to post in TOPS website 1 event per week in helping to promote our good and loyal customers in their art exhibitions.
F.1.e (Rolen) You are oblige to help update theoilpaintstore.com website; new products, new arrival, pictures and images, and other form that are assigned by OM to you.
F.1.f You are responsible to advice the Supervisor for deposit cash on drawer on authorize TOPS Bank Account when reach the quota of Php20,000.
F.1.g For TOPS orders that needs to be repack or reproduce, you must message the audit for repackaging of TOPS products and/or production for canvas works.
F.1.h You are responsible to pay all bills with in your store. Association dues and electricity must be paid in advance to avail discount.
F.1.I You must endorse to next salesman or sales lady the pending work , follow up customer
CUSTOMER RELATIONS
Customer relations is the process and manner by which a business develops, establishes, and maintains relationships with its customers. Businesses rise and fall through the support of their customer bases. Consequently, it is absolutely essential that you develop effective customer relations.
Take these seven steps to effectively strengthen your customer relationships:
1. Send greeting cards.
2. Keep lines of communication with customers open.
3. Know the stages of customer loyalty.
4. Provide customer support.
5. Ask for customer’s opinions.
6. Don’t overlook current customers in your marketing.
7. Adapt your business plan/model.
Here are five ways to build customer relationships and keep them coming back.
1. Communicate.
2. As a key to any good relationship, communication is an essential way to build customer relationships.
3. Exceed expectations.
4. Your customers expect great products or services from you.
5. Ask for feedback Connect, Show appreciation.
Here are five sales-oriented types of customers you will encounter.
1. Potential customer
2. New customer
3. Impulsive Customer
4. Discount customer
5. Loyal customer
CUSTOMER RELATION STRATEGY
These employees are manage and develop strategies for building relationships and aim to provide a consistent, positive experience to every customer. Customer relations executives motivate employees to deliver products and services that will enhance the customer’s interactions with the brand.
WHY DO WE NEED CUSTOMER?
It helps the team to work on appropriate things and also focus solving problems that are faced by customers. Knowledge gained from customer service also helps the sales team reach their goals. Besides keeping the present customers loyal, great customer support inspires word of mouth publicity.
4 great ways to improve your customer satisfaction
1. Treat every customer as if they were a VIP.
2. Give every customer the same excellent treatment as you would like to receive yourself.
3. Keep measuring customer satisfaction. Know how you should survey your customers the right way
4. Keep an eye on what customers say about you on social media.
Here are tips for coping with a tense situation and hopefully resolving it to everyone’s satisfaction: (angry costumer)
1. Remain calm
2. Don’t take it personally
3. Use your best listening skills
4. Actively sympathize
5. Apologize gracefully
6. Find a solution
7.Take a few minutes on your own.
What Makes customer happy?
Customers are happy because their "Must Be" needs have been satisfied: "Must-be" needs include the “unspoken” yet expected, basic features or characteristics of a product or service These are not the elements of service that can necessarily increase satisfaction but without them the customer is left feeling .
Why is the customer so important?
A business can never place too much emphasis on its customers. The customer is the foundation of any business and success. ... Considering customer importance at all stages of the marketing process helps your company to ensure greater customer satisfaction and increase its long-term goal of repeat business.
How you treat your customer?
We’re not treated as a valued customer -- a guest -- to be respected, we’re a nuisance to be endured.
Treat Them Well: 5 Keys to Lasting Customer Service
1.Use the right term.
2. Anticipate needs.
3. Give respect.
4. Treat everyone like a VIP.
5. Show immediate action and solutions, not blame.
IS THE CUSTOMER ALWAYS RIGHT?
The customer is always right" is a motto or slogan which exhorts service staff to give a high priority to customer satisfaction.
5 tips on responding to customer complaints:
1. Listen to the customer’s experience in its entirety
2. apologize
3. focus on the solution
4.don't rush the customer
5. find complaints before they find you.
How do you communicate with the customer?
Being able to communicate effectively with customers can lead to increased sales, repeat business and referrals.
4 Simple Ways to Communicate Better With Your Customers
1. Nail the first impression.
2. Keep hold times to a minimum
3. Make customer service calls a priority.
4. Speak to your customers like real people.
HOW TO SELL YOUR PRODUCTS?
Sales are the lifeblood of every business. Whether you call it business development, account handling or client relationship management, the principles are the same. But there’s a fine line between success and failure. Follow these ten tips and improve your chances of closing any sale.
1. Research the customer. Find out all you can about their personal circumstances, for example their relationship status, family names and hobbies. Make sure you understand their position in their organizational hierarchy and how their business works (in terms of how decisions are made and who sanctions them). Keep notes on their company: read their website, their annual report and their trade magazines. Follow them on LinkedIn and Twitter. Make it your business to find out all you can about their business.
2. Research your products. Every business owner should be well versed in all of the features and benefits of what they’re offering. Blindingly obvious? You’d think so. But if your business carries many different lines or services, then you may be missing that ‘killer benefit’ in one of them that will seal the deal, if you aren’t fully aware of what’s available. That includes knowing the specifics of availability, delivery dates, repairs and your aftercare service, so you can answer any queries on these aspects. You also need to know about competitor offerings, so you can set your product or service in context.
3. Research the past relationship. You should know the complete history of the relationship between your company and the customer’s organization. That includes what they have ordered in the past. Know your facts about any challenges or issues that may have arisen and how they were resolved. Using a CRM system to keep track of your previous sales pipeline can help immensely.
4. Set a clear – but flexible – objective. Meeting a customer without an objective is like doing your week’s shopping without a list: you’re just wandering around hoping for inspiration! Your objective is not just to create a rapport with the customer, it is to sell. But you’ll need fall back objectives too, so prepare some alternatives. For example, settle for a smaller order or even leave a product on sale or return. Your objectives must be realistic. For high value items or services, your objective might be to persuade the customer to undertake a cost-benefit study on your solution.
5. Probe for other customers for your product. When you’ve exhausted a product’s possibilities with one customer, ask them for leads to other people in their organization who might have a need for that product.
6. Probe for other products for your customer. If a customer starts to buy fewer products from you, always check to ensure you understand the reason why. It may be that their policies have changed. Find out what is different. It might be possible for you to sell one or more of your company’s other products, to help them meet their new requirements.
7. When you’re with your customer, ask open questions that get beneath the surface. One of the worst things you can do in selling is to simply launch into your ‘patter’ without tailoring your offering to the customer’s needs. We all know that people don’t buy features, they buy benefits, but sometimes we can forget to look at what we’re selling through the customer’s eyes. Open up a dialogue with the customer, make sure you understand their needs, then relate your product to those needs and sell the benefits.
8. Keep control of the meeting. Be careful with a customer who tries to put you on the back foot by asking lots of questions. Remember, you can answer a question with a question (why is that important to you?). Try to uncover what is behind their queries and get to the root of their needs.
9. Overcome their objections. There are few certainties in sales but one thing you can bet on is that customers will have objections. The best advice here is that you should never take objections personally. The customer is not objecting to you; they’re usually objecting either to their need or to some aspect of your product. Once you understand that, it’s easier to put their objection into context. The trick is to probe until you understand their specific objection (and often it will really come down to just the one thing). So identify and articulate that specific issue, then put it in perspective and give your counter argument.
10. Ask for the business. Closing the sale should be pain-free and simple, not gimmicky or complex. If you haven’t unearthed all of the client’s unspoken objections, if the benefits aren’t necessarily relevant to the client, then the close will need to overcome this – you may still make the sale, but you’ll be doing it the hard way and with more uncertainty. Finally, once you’ve got the sale, stop talking. Less experienced salespeople can sometimes talk the customer into changing their minds after they’ve agreed to buy. Never make that mistake.
These tips may seem obvious but, in the real world, even experienced salespeople can forget to apply them. Keep these fundamental points in mind and improve your chances of success.
HOW TO BEHAVE DURING WORKING HOURS
1. Be of great character. Carry yourself with decency and integrity.
2. Master several skills that make you the go-to-person on your team for these skills.
3. Don’t be afraid to learn new skills.
4. Share your knowledge with peers if they express interest.
5. Be reliable and dependable. Come to work on time, arrive on time and prepared for meetings, and deliver quality work product by deadline.
6. Maintain a positive attitude and inspire those around you.
7. Take ownership. If you screw up, admit it and fix it if you can. If you can’t, find someone who can.
8. Be proactive. If you see a need, fill it. If you see a challenge or opportunity coming down the pike, address it.
9. Be diligent. As stated in item #5, above, deliver the best work product you can on deadline. The quality of your work speaks volumes about you.
10. Exercise self-discipline. Be sure you are up to your professional best during working hours, and leave your personal life outside of the office whenever possible.
11. Exude dedication: to quality; to use of resources in the smartest way possible; to professional growth and development; and most of all, to your company.
12. Put the mission first. Always. It’s not about you or your ego; you are there to work toward completing the mission, whether it is the mission for this particular job or the company’s overall mission.
13. Understand important data that defines success in your role. Whether it’s Return on Investment, or Earnings per Share or Turnover Rate or another data point.
14. Be an efficiency tightwad. Identify ways to save the company money, time and other resources. Then share them with your supervisor.
15. Pitch in – even when a task is not in your job description but needs to get done because it’s crunch time for your team. If a supervisor asks, just pitch in and get it done. It’s all about team work and you never know when you are going to need the help!
16. Don’t whine about problems. Identify opportunities and challenges, and offer solutions, too! 17. Don’t be afraid to advocate an alternative position. Just be sure you can back it up with a reasoned argument, while keeping your ego in check. Refer back to item #12.
18. Dedicate yourself to transparency and have nothing to hide.
19. Be organized. Know what you’ve got and where it is located. That way, you won’t lose valuable time because something fell through the cracks.
20. Communicate clearly and concisely. Deliver the facts in as few words as necessary to get the message across.