The Shop Sales Assistant is responsible for converting leads into quotations and sales while delivering outstanding customer service. The role focuses on assisting customers with tombstone and funeral policy purchases, managing customer relationships, maintaining accurate records, and ensuring a seamless customer journey from initial enquiry through installation and after-sales service.
As customers are often experiencing grief and emotional distress, the Shop Sales Assistant must demonstrate empathy, professionalism, patience, and excellent communication skills at all times.
KEY PERFORMANCE AREAS (KPAs)
1. Sales Generation and Customer Acquisition
- Generate new sales opportunities through active lead generation.
- Distribute promotional flyers and marketing material.
- Collect customer contact information for follow-up.
- Invite prospective customers to visit the store.
- Convert enquiries into quotations and quotations into sales.
- Promote and sell tombstones and funeral policies.
- Meet monthly sales targets set by management.
Minimum Requirements:
- Distribute a minimum of 20 flyers daily and bring in at least 5 leads a day
- Complete daily lead generation activities.
- Achieve monthly sales targets for:
- Tombstone sales
- Funeral policy sales
2. Customer Service Excellence
- Welcome and assist walk-in customers professionally.
- Guide customers through the selection of suitable tombstones and products.
- Explain product features, pricing, payment options, and processes.
- Provide emotional support and compassionate service where appropriate.
- Ensure customers fully understand terms and conditions before payment.
- Maintain a professional and caring approach during all customer interactions.
Success Indicators:
- Positive customer feedback.
- High customer satisfaction levels.
- Increased sales conversion rates.
3. Lead Management and Follow-Up
- Capture all customer enquiries into the CRM system.
- Maintain accurate customer records.
- Track customer interactions and status updates.
- Follow up on all leads, quotations, and customer enquiries.
- Ensure no lead is neglected or lost due to lack of follow-up.
- Schedule future follow-up activities and maintain communication.
Minimum Requirements:
- Complete a minimum of 25 follow-up activities daily.
- Perform a minimum of 7 follow-up attempts before marking a lead as lost.
- Update CRM after every customer interaction.
4. Quotation and Sales Administration
- Prepare accurate quotations based on customer requirements.
- Generate invoices and purchase orders.
- Ensure pricing calculations are correct and compliant with company standards.
- Process customer orders accurately.
- Maintain all sales-related documentation.
Responsibilities Include:
- Creating quotations.
- Generating invoices.
- Processing customer payments.
- Creating purchase orders.
- Maintaining customer files.
5. Order Processing and Coordination
- Compile complete customer information sheets.
- Obtain customer approval and signatures on all documentation.
- Submit approved orders to production.
- Coordinate with the factory regarding customer orders.
- Monitor order progress and timelines.
- Ensure customer orders are added to fitting schedules.
Success Indicators:
- Accurate order processing.
- Minimal order errors.
- Timely installation scheduling.
6. Customer Aftercare and Testimonials
- Contact customers after installation.
- Confirm customer satisfaction.
- Resolve any customer concerns promptly.
- Request testimonials via WhatsApp, SMS, or other approved channels.
- Maintain positive customer relationships after the sale.
Objective:
- Improve customer retention.
- Increase referrals.
- Build the Royal Tombstones brand reputation.
7. Administrative Responsibilities
- Maintain accurate records of all customer communications.
- Prepare daily activity reports.
- Update CRM and accounting systems.
- Ensure documentation is filed correctly.
- Assist with general branch administration.
Daily Reporting Includes:
- Leads generated.
- Quotes issued.
- Sales concluded.
- Follow-ups completed.
- Customer interactions.
8. Store Operations and Housekeeping
- Open and close the store according to company procedures.
- Record and submit clock-in and clock-out times.
- Ensure the showroom remains clean, organized, and professional.
- Display products correctly and maintain presentation standards.
- Safeguard company assets and equipment.
REQUIRED KNOWLEDGE AND SKILLS
Product Knowledge
- Comprehensive understanding of:
- Tombstone products
- Materials and specifications
- Installation processes
- Funeral policies
- Pricing structures
- Company procedures
Technical Skills
- CRM systems
- Microsoft Excel
- Microsoft Word
- Email communication
- QuickBooks, Pastel, or similar accounting software
- Social media platforms, particularly Facebook and WhatsApp
Communication Skills
- Excellent verbal communication
- Strong listening skills
- Professional telephone etiquette
- Customer service excellence
- Conflict resolution abilities
- Ability to communicate with empathy and sensitivity
PERSONAL ATTRIBUTES
The successful candidate should demonstrate:
Professionalism
- Well-groomed appearance
- Professional conduct
- Reliability and punctuality
Customer Focus
- Empathy and compassion
- Patience and understanding
- Commitment to customer satisfaction
Self-Management
- Ability to work independently
- Self-motivation
- Strong work ethic
- Attention to detail
Teamwork
- Positive attitude
- Willingness to assist colleagues
- Commitment to company values and objectives
WORKING STANDARDS
The Shop Sales Assistant is expected to:
- Represent Royal Tombstones professionally at all times.
- Adhere to all company policies and procedures.
- Maintain confidentiality of customer information.
- Deliver exceptional customer experiences.
- Meet performance targets consistently.
- Demonstrate honesty, integrity, and accountability in all activities.
Pay: R6 000,00 - R20 000,00 per month
Work Location: In person
