The Residential Sales Associate at an independently owned and operated CertaPro Painters® franchise is an outgoing, focused, and motivated individual who possesses excellent listening skills and can deliver an extraordinary customer experience. If you are an individual with a strong desire to succeed, the ability to develop lasting relationships, and the skills to close contracts through a consultative sales approach, this may be a great role for you. Training and skill development are at the forefront of the business, and classroom and on-the-job training opportunities are available.
I. 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 Residential Production Associate 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.
II. ESSENTIAL FUNCTIONS
SALES:
Tight Areas:
o Schedule customer inquiries (Leads) for Estimates. (Those that are not scheduled by other associates or The Customer Service Center.)
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 (Leads) by phone and or Email consistently until an estimate is scheduled or the customer chooses not to get an estimate.
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.
Loose Areas:
o Collect Deposits (if necessary).
MARKETING:
Tight Areas:
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.
Loose Areas:
o Ensure that Cold Call Campaigns are executed as per the Territory Marketing Plan.
PRODUCTION:
Tight Areas:
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 Sales Associate.
o Communicate the scheduling preferences and needs of the customer with the office 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.
o Ensure that the Customer Color Confirmation sheet is complete prior turning over the Job Jacket to the Job Site Supervisor.
o Produce your own sold projects to be completed on time and within budget.
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.
PERSONAL DEVELOPMENT:
Tight Areas:
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.
ADMINISTRATIVE:
Tight Areas:
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.
Loose Areas:
o Maintain and update all Point of Sale and Marketing Material.
III. STANDARDS OF PERFORMANCE
| Estimated Gross Margin | 45%
| Slippage | <10%
| Success Ratio | >50%
| % of Leads Generated by Active Marketing Tactics ( Lawn Signs, Door Hangers and Home Shows) | 15%
