Randy - WOW! Sales Associate
To continue in the “Day in the Life” theme , I would like to give a little insight as to what the sales staff at WOW! go through on a daily basis. The Sales staff do not only take inbound sales calls and just set up service. Their job is a little more complex than you would expect. Below is a brief job description of a sales associate at WOW!:
• Field inbound calls from customers/potential customers interested in WOW! service. Follow the sales process to maximize sales potential.
• Accurately access customer’s needs and issues to recommend the features, benefits and value of WOW!’s product offerings specific to this customer.
• Meet or exceed company expectations with regard to calls per hour, closing ratio and talk/handle time.
• Schedule customer installation appointments in compliance with company standards.
• Discuss complex installation procedures to recognize and effectively escalate issues to the appropriate department.
• Collect appropriate data from the customer in order to accurately process an order
• Effectively record all customer contact to provide insight to company policies and procedures.
• Maintain knowledge of current procedures, packages, and policies.
I was able to sit down with one of the Sales associates, Randy, and asked him a few questions about his daily activities:
• 1. Tell me what a typical day in the life of WOW! Sales person is like?
Randy – A typical day would normally include, checking our cancelled orders, logging in, taking inbound calls, enjoying lunch, calling outbound for 1 hour, then taking more inbound calls. This can sometimes be interrupted by special project time where we coach our peers or team meetings.
• 2. What are the tools you have available to do your job?
Randy – For sales, we have access to a variety of internal support articles and help line representatives to provide us with all the correct process information. We also have a “What’s the Catch” webpage designed to give us specific information about competitors and their offers, so we can provide customers with the best deals according to their needs.
• 3. What’s the most rewarding part of your job?
Randy – The most rewarding part of the job is relationships we build with both our peers and supervisors. It’s a very comfortable place to work and it’s easy to succeed if you try your best all the time.
• 4. What training do you have to go through to do your job?
Randy – About 90% of the training we go through is about process; basically, following the rules and learning new procedures. When new products or specials are launched, or when a new process is implemented, we will usually have a training class teaching us how to intertwine the new processes with the old processes.
• 5. What’s the most asked question you get on the phone by customers?
Randy – Most phone calls follow a pretty “set” pattern. The two questions I get asked the most are “Do you guys have DVRs?” and “Do you guys provide service in my area yet?” For the record, yes, we do carry DVRs.
• 6. Can WOW! sales people answer other questions about my service?
Randy – WOW! sales representatives can answer almost any question regarding what services are in each available package, how much it costs, how long the rate is good for, and that what is involved with installing the services. Some representatives also have a very strong understanding about networking, equipment, programming, competitors and billing.
Again, the day in the life of a Sales Associate involves a great deal of of product knowledge and interpersonal skills. These asscociates are here to help you the best they can and ensure you have the best possible package that suits you, the customer.
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