Sales Consultant

Job Overview

The Sales Consultant is responsible for customer engagement, customer service and sales generation through emails, inbound and outbound telephone calls by providing expert advice and information relating to products, services and offers.

Specialization

Sales skills in Wheels and Tyres

B2B sales proficiency

Knowledgeable in Tyre applications:

• PLT
• TBR
• Agriculture and Industrial
• OTR

Bilingual – English and Afrikaans

Objectives of this Role

• Customer retention, customer acquisition and sales generation while complying to Standard Operating Procedures
• Promote, market and sell products or services, and to close deals
• Meet sales and performance targets, achieve productivity levels and deliver top quality customer service standards
• Follow communication scripts and use knowledge base to generate interest and demand in the company's products, services and offers
• Identify and respond to customer needs by providing personalized service
• Evaluate enquiries and inquiries, and formulate viable solutions for customers
• Provide complete information on products, services and offers
• Maintain customer service etiquette and adopt professionalism, patience, and a people-first attitude

Key Responsibilities

• Generating and processing sales orders quickly and efficiently within the stipulated lead times
• Acquiring a high conversion rate through successful customer engagement
• Handling a large volume of inbound calls and email enquiries in a timely and professional manner to generate sales
• Answering phone calls from customers professionally and responding to customer enquiries and inquiries objectively
• Accurately providing product and service information to customers comprehensively
• Addressing customer preferences and recommending cross-sell and up-sell options concisely
• Identifying and fulfilling customer requirements and requests precisely
• Handling and resolving customer complaints in respect of sales and service problems
• Identifying and escalating priority issues
• Creating and maintaining case management records for escalation and remedy
• Building customer confidence and positive relationships by ensuring professional customer service
• Maintaining quality results by adhering to standards and guidelines
• Performing applicable administration and service routines meticulously
• Complete understanding of sales and after-sales policies, procedures and guidelines
• Participating in educational opportunities and updating knowledge base in respect of sales methods, selling points, technical specifications, offers, new and existing product line and service information
• Follow up with customers to ensure order fulfillment completion and satisfaction

Functional Obligations

• Consistently make a good first impression
• Engage customers in dialogue that opens opportunities
• Commit to departmental and individual targets/goals
• Meet company expectations for excellent customer service
• Update contact database accurately
• Provide information regarding product or service in an engaging manner
• Provide efficient and courteous service to customers
• Answer all customer questions honestly and accurately
• Intricate understanding of the customer base and their needs
• Fostering strong relationships with customers
• Take relevant notes on all calls for trend analysis and customer behaviour patterns
• Process sales orders quickly and accurately
• Maintain a friendly, professional tone at all times
• Ability to follow scripts without sounding mechanical
• Uphold and preserve the company’s reputation
• Function as part of the team with sincere enthusiasm
• Negotiate sales and address any concerns/reservations of customers

Qualifications and Experience

• Grade 12
• Sales certification
• In-depth knowledge of consumer behaviour
• Proven experience in a sales related role
• Minimum 5 years’ experience in sales

Skills and Knowledge

• Natural ability for customer focus
• Product knowledge (In-house training)
• Demonstrates interpersonal skills to engage with customers effectively
• Professional verbal communication skills
• Strong attentiveness and listening skills
• Best practice telephone etiquette
• Strong persuasion and negotiation capability
• Ability to multitask and operate under pressure to meet lead times
• Quick thinker
• Highly focused and target driven
• High level diligence with meticulous attention to detail
• Excellent problem-solving
• Polite, personable and friendly tone of voice
• Fluent English, bilingual a plus
• Basic user of Microsoft Office (Excel, Word, Outlook)