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POSITION DESCRIPTION: The salespersons responsibility is to provide prompt, friendly service to customers in the assigned department, performing all the job tasks assigned to sales personnel in those departments. The salesperson assists customers throughout the store if specifically assigned to do so and/or in the event that assigned personnel are not readily available. The salesperson must perform all assigned tasks with sufficient speed and accuracy to avoid placing a disproportionate burden on other employees and thus having an adverse impact on the level of customer service. The salesperson reports directly to the store manager or assistant manager.

ESSENTIAL FUNCTIONS:

1. Must verbally communicate with customers.
2. Must monitor activities of customers, fellow employees, and the general condition and merchandise levels within assigned department(s).
3. Must read and interpret written material to assist customers and to continually expand his or her product and project knowledge.
4. Must read and understand information presented in numerical form and solve intermediate level mathematical problems.
5. Must move throughout the store and/or assigned department(s) to assist customers and perform assigned tasks.
6. Must safely move merchandise between the receiving area and sales floor; place it on or remove it from shelves, peg hooks, etc.; and assist customers to move merchandise to the checkout and/or to their vehicles.

JOB TASKS: Customer Service/Sales

1. ASSISTING CUSTOMERS: The most important job a salesperson will perform at our store will be assisting customers. Customers are the most important part of our business, for without them, we would have no business! Greet all customers you see with a smile and a "Good Morning! or another suitable greeting. Then ask them that magic question: What can I help you find today?" Escort the customer to the merchandise they need and be ready to suggest any additional merchandise necessary to complete their project. If a customer requests an item that we do not stock, check to see if it would be practical and possible to "special order" that item for them. If a customer requests an item you know we cannot order, offer the customer a suggestion as to where he/she might find that item.
2. ANSWERING CUSTOMER QUESTIONS: Answer all customer questions in a brief and accurate manner. Give enough details for the customer to have a clear understanding of the solution to his/her problem. If you are unable to answer a question, tell the customer you dont know the answer, but you will find out for them. When assisting a customer with questions about items they purchased at another store, it may be necessary to send them back to that store to get their answers.
3. SALESMANSHIP: All employees must devote a continued and conscious effort to improving their salesmanship. A good salesperson knows the products and answers to satisfy the customer's needs. If he/she doesn't know an answer, he/she knows where to go to get the right answer. A good salesperson never pushes a customer to buy something they either don't need or don't understand.
4. CARRY-OUTS FOR CUSTOMERS: Although an available stocker usually handles carry-outs, the salesperson may be called upon to perform this duty. The cashier processing that sale will notify store personnel over the radio that a carry-out is needed. The carry-out should be performed quickly and courteously. Never assist a customer in tying down merchandise to their vehicle when you believe the situation is unsafe. Use your best judgment. Be careful when loading merchandise into the customer's vehicle to avoid damaging their property. When loading items such as gallons of paint or caustic chemicals, use a heavy cardboard box for the cans or containers to prevent shifting during transport and possible damaging the customers vehicle. Never accept monetary tips from customers after helping them with a carry-out.
5. CUTTING GOODS TO ORDER: A number of items we stock can be cut to size for the customer. Some items are cut free of charge and some involve a charge. The correct procedure to measure and cut each of these items will be demonstrated by a store manager before you are allowed to perform this service on your own. Any questions regarding these procedures should be asked prior to cutting the merchandise to avoid costly errors.
6. ANSWERING PRICE CHECK CALLS: The salesperson is expected to join with all other team members to assist cashiers with price and SKU checks on all merchandise. (SKU stands for Stock Keeping Unit). The salesperson should be familiar with the general location of all merchandise and be able to assist in the locating of proper SKUs for merchandise the cashier needs assistance with. The salesperson must respond quickly and courteously to these calls and obtain the information for the cashier promptly.
7. WATCHING FOR POTENTIAL SHOPLIFTERS: It is the duty of all employees at ACE to watch for shoplifters. The salesperson can discourage a person from shoplifting by being visible in his/her department and by being friendly and helpful to all shoppers. Don't make legitimate shoppers uncomfortable, but don't give a person the opportunity to shoplift. All employees should be familiar with our shoplifting policies if shoplifting is observed. A high level of housekeeping can discourage shoplifters from stealing from ACE.
8. DUPLICATING KEYS: Duplicating keys is a duty performed by the salesperson as well as many other team members in our store. Instruction will be given on how to correctly copy a key. Quality and accuracy are important to insure that the customer is sold a duplicated key that will work the first time. Any questions as to which key blank to use should be directed to a manager or other experienced salesperson. Safety glasses or eyeglasses must be worn when cutting keys. Store use safety glasses are available at the key machine.
9. ANSWERING THE TELEPHONE: The salesperson is expected to answer pages for assistance in answering incoming phone calls from customers when they are not currently with a customer. Proper telephone answering skills provide excellent customer service. Consider satisfying the caller's needs to be your responsibility until it is accomplished or until you have delegated the responsibility to someone qualified to respond on the basis of higher authority and/or appropriate expertise.
10. CUSTOMER COORDINATOR: The salesperson is occasionally assigned to take a shift as customer coordinator. The customer coordinators job is to direct shoppers to the merchandise they are shopping for and to direct sales staff to assist those shoppers in making their purchase. Proper training will be given on how to perform this duty.

JOB TASKS: Merchandising/Inventory

1. ORDERING MERCHANDISE: Occasionally, a salesperson may be asked by a department manager or store manager to order merchandise for stock or special order. This merchandise may come from our ACE Retail Support Center (RSC) or from various suppliers. Proper instructions will be given as to how to perform this duty.
2. MERCHANDISING: Occasionally, a salesperson will be called upon to set up displays of merchandise, reorganize merchandise and help the department manager in other ways to keep the store neat, clean, organized, and dynamic. The salesperson performs these duties quickly, safely, and efficiently while listening for radio calls to various departments and keeping a watchful eye out for customers needing assistance.
3. UPDATING SIGNS AND BIN TAGS: Occasionally a department manager, store manager, or receiving supervisor will enlist the help of the salesperson to update signs and bin tags in various departments of the store. These duties should be performed quickly and efficiently between assisting customers.
4. STOCKING MERCHANDISE: Once an order is checked in, it will be stocked on the shelf or peg hook. The salesperson will be responsible for stocking merchandise in any department where stocking help is needed. The items just received are always placed behind the existing stock so the older merchandise is sold first. We refer to this as "rotating the stock." If you are unsure where the merchandise you are stocking belongs, locate a bin tag with the matching SKU or manufacturer's number. If you cannot locate a bin tag for the item, put it aside and when it is convenient, ask that departments manager or other manager where the merchandise belongs. Never stock merchandise on the shelf or hook without a proper bin tag.
5. UNLOADING DELIVERIES: In the absence of designated receiving personnel, the salesperson will occasionally be called upon to unload deliveries from various suppliers along with weekly orders from the ACE RSC. These deliveries must be unloaded both quickly and carefully. The person unloading must check that the merchandise is indeed for our store by checking for our store name, address, and/or our store number on all cartons and pieces. He/she must take a careful count to be sure that we receive the same amount of pieces that the freight bill says we should receive. The person signing for and accepting the delivery should never assume the correct number of pieces was delivered. This can cause costly errors. If necessary, recount the items. Also, note any damage or shortages on the freight bill or appropriate form and advise the receiving supervisor or manager of any such damage or shortage.
6. BEING FAMILIAR WITH SALES PROMOTIONS: All employees at ACE Hardware are expected to be familiar with any sale event going on at a given time. The salesperson should know where each sale item can be found and the starting and ending dates of the sale event. He/she should also be aware of sale items that are out of stock or limits on quantities of certain items. When a display of sale items has sold down, re-merchandise the product to "spruce up" its image on the counter or hooks. Restock sale item displays promptly when additional stock arrives. This is good customer service and avoids the need for rain checks. A salesperson may be enlisted to assist in putting up or taking down sale signage.

ADDITIONAL DUTIES:

1. Make recommendations to department and/or store management when new product lines should be added, old lines dropped, basic stock quantities adjusted, etc.
2. Demonstrate the use of merchandise when asked to do so or when such demonstrations are encouraged by customers, and provide them with needed advice or information. Take all safety precautions necessary when demonstrating equipment.
3. Attend store meetings, training sessions, etc., as required by management.
4. Read trade magazines, manufacturers' literature, training materials, etc., to gain new product and project knowledge.
5. Work on special projects when assigned by a member of management.
6. Take every reasonable precaution to prevent losses from breakage, theft, damage, etc.

In addition to the Job Tasks described previously, the salesperson will be required to perform any other duties as assigned by the store manager, assistant manager, department manager or owners.