Description

The Retail Sales Specialist provides retail sales advice and administration and delivers product sales and services directly to the end customers by matching the products and services to the needs of each customer through the Vodafone Retail network in line with Retail Sales standards and procedures. The Retail Sales Specialist has a good understanding of established policies and processes in Retail Sales and store management gained through extensive practical experience and works with the colleagues in the store to interact directly with customers and focus on increasing sales, exceeding sales targets, and elevating the customer experience with Vodafone. They may conduct back-office operational activities to ensure the effective operations of the store. The customer base is mostly consumers but may also include some small business, SOHO (Small Office Home Office), and self-employed customers. Typically reports to the Retail Sales Manager.

Job Responsibilities

• Provides product advice and delivers exceptional sales experience, developing customer loyalty;
• Thoroughly understands Retail Sales policies and procedures through acquired experience, and informs customers accordingly to ensure a high level of customer experience;
• Delivers store-based activities, including end-to-end sales, customer services, and store management responsibilities;
• May conduct reporting, stock-taking, audits, and product launches and other store-related activities that enable the store to run effectively;
• Builds trusting relationships with the customer base and represents the brand;
• Uses communication skills to ensure effective collaboration across channels, and with other stores engages with the local community and businesses (eg shopping center, events, local charities/schools) and acts as an ambassador;
• Delivers tasks related to advocacy of Self-Serve and Digital-First for solving non-complicated service situations;
• Supports and educates the customer around setting up/using their device, assist with technical queries and diagnose and organize repair of faulty devices;
• Identifies cross/upsell opportunities;
• Performs other job-related duties or tasks defined by the manager or resulting from assigned agendas;
• May support in coaching and developing a store team to exceed store performance targets;

Skills

• Digital Advocacy
• Competitor Awareness and Cross-Sell
• Ownership
• Building Rapport
• Resilience
• Building and Proposing Solutions
• Empathy
• Objection Handling and Negotiation
• Identifies Customer Needs