Job Details

Job Full Description

Customer Sales Representative - Flooring/Design Specialist

Located in Roanoke.

Job Description

The primary duty of inside sales personnel is to sell flooring products to customers in the store and in the customer's home, service customer accounts, and ensure a desired level of profitability on each sale.

Primary Duties and Responsibilities

Selling to Customers

• Sell flooring products and related services.
• Welcome customers as soon as they enter the store, in accordance with the store's rotation policy.
• Determine a customer's needs and wants by asking open and closed questions and actively listening.
• Manage emotions effectively and focus on customer feelings.
• Test for reaction regularly to ensure understanding, gain agreement, or adjust product strategy.
• Present product features and related benefits, and confirm customer value for those benefits before proceeding.
• Offer additional product options or alternatives as needed until agreement is reached.
• Build a collaborative discussion by reinforcing customer statements, goals, and priorities.
• Handle objections by clarifying concerns, providing product or solution information, and confirming agreement.
• Ask for the sale when appropriate.
• Build trust and rapport using effective communication techniques to create collaborative solutions for customer needs.
• Set up specific follow-up steps to ensure a smooth installation process and a high level of customer satisfaction.

Estimating Projects & Writing Sales Orders

• Schedule in-home visits and measurements.
• Analyze project details including floor conditions, prep, demolition, and materials to ensure a complete installation.
• Use measurement software to record accurate room dimensions, layouts, and material selections to generate precise estimates.
• Complete preinstallation forms and upload proposals into the estimating system.
• Review the project with the client and obtain approval and signatures.
• Collect deposits according to policy.
• For commercial accounts, follow appropriate store policies and procedures regarding documentation and credit.

Project Turnover and Installation Scheduling

• Prepare installation worksheets and supporting documents for scheduled projects.
• Reserve product inventory if in stock.
• Collaborate with administrative and installation staff to schedule installation dates and assign installers.
• Conduct project reviews with the Installation Manager to ensure all details are understood and documented.
• Update clients on any project changes or additional charges as needed.

Services Through Others

• Develop an understanding of all roles that support the customer experience within the store.
• Use effective communication and listening skills to collaborate and resolve customer service issues.
• Ask questions to understand team processes and perspectives when problem-solving.
• Recognize and reinforce effective efforts by team members that contribute to positive outcomes.

Maintain Professional Knowledge About Flooring Products

• Complete product knowledge training for all flooring lines offered.
• Review information provided by management and manufacturers regularly.
• Stay updated on industry trends through online resources, trade publications, and manufacturer materials.
• Engage with manufacturer representatives to expand product knowledge.
• Review marketing literature and specifications for new and improved products.

Goal Attainment and Professional Development

• Establish individual sales goals with the Sales Manager.
• Track key sales metrics and review performance regularly.
• Participate in development planning to support goal achievement and professional growth.
• Complete training programs within agreed timeframes.
• Maintain awareness of best selling practices and discuss performance improvements regularly.

Assist in Store Promotions and Events

• Review and prepare for upcoming promotions and special events.
• Offer input and feedback for improving store activities.
• Confirm role expectations and scheduling for promotions and events.
• Coordinate customer outreach and participate actively in events.
• Review event results and provide feedback for future improvements.

Customer Service

• Create an environment of hospitality and professionalism.
• Engage in friendly conversation to build rapport.
• Offer refreshments and make the customer comfortable.
• Provide an inviting design space for discussions.
• Keep children engaged with age-appropriate activities when necessary.
• Communicate consistently throughout the sales process.
• Document all customer interactions in the CRM system.

Ensure Customer Satisfaction

• Handle customer concerns and complaints independently when possible.
• Use effective communication to gather information, manage emotions, and resolve issues.
• Collaborate with internal departments (installation, accounting, etc.) as needed to develop action plans.
• Clearly define responsibilities and ensure alignment across all parties.
• Support customer satisfaction even when the sale belongs to another salesperson.
• Manage customer expectations using checklists and coordination with installation staff.

Business Development / Networking

• Follow up on orders promptly.
• Contact customers regarding installation dates, delays, and post-installation satisfaction.
• Send personalized thank-you notes after installation.
• Maintain customer relationships to encourage repeat business and referrals.

New River Valley, VA
2542
3225 North Franklin Street
Suite 10
Christiansburg, VA 24073