Sales Consultant Details

Sales Consultant

4Patriots - Remote

Employment Type : Full-Time

4Patriots, LLC, is a fast-growing, nationally recognized direct-to-consumer brand focused on offering high-quality products across multiple categories including camping & outdoor, emergency preparedness and health & wellness. The company is powered by an adaptable, results-focused, data-driven team in a culture that empowers great people to do their best work. We are searching for a driven, detail-oriented Sales Consultant to join our team.

The Sales Consultant Mission is to help our customers become self-reliant, especially in a time of crisis. The Sales Consultant serves as a critical position in carrying out this mission. They are responsible for positioning themselves as experts in the field of preparedness. This includes understanding a customer’s true need, presenting new products and offers to customers as directed, educating customers regarding complementary items they may not be aware of by reviewing previous orders, and securing future business through strong relationship-building skills and thorough account management. This position requires excellent customer service, record-keeping, documentation, and sales skills. Additionally, the Sales Consultant will be responsible for communicating customer feedback and product recommendations to 4Patriots to help identify customer needs. Their priorities and tasks will be focused in five key areas:

• Strong Outbound Sales Skills and Account Management
• Identifying Sales Opportunities to Improve the Customer Experience
• Maintaining Product and Procedure Knowledge
• Increasing Order Values
• Strong Negotiation Skills–The ability to negotiate win/win opportunities for both the customer and 4Patriots

Job Functions (Essential Functions Highlighted)

Strong Outbound Phone Skills and Account Management

We, as a company, cannot continue to grow without exceptional customer satisfaction. We need our customers to positively associate 4Patriots as a solution provider and an industry leader in meeting customer expectations. Customers need to understand the value of our products as well as the importance of the investment they are making in themselves. It is our duty as sales professionals to find solutions to problems, make the process easy for the customer, and continue to build the 4Patriots reputation. We must accomplish this by fully understanding the value of our products and carefully educating the customers. We are rarely the lowest price distributor in our space, so communicating the value proposition is vital. Our Sales Consultants do this by:

• Maintaining frequent communication with customers through the use of outbound calls (including manual calls and auto dialers), email, and voicemail.
• Communicating sales successes to the sales team to help the team grow.
• Using active listening to fully understand customer issues and identify appropriate solutions.
• Updating notes in the Portals for each customer interaction so the next time they call they build on previous experiences.
• Following our Quality Assurance standards at all times.
• Forwarding escalated issues to management if necessary.
• Aiming for one-call closing.

Identifying Sales Opportunities to Improve the Customer Experience

The second pillar of this position is identifying and creating sales opportunities to improve the customer experience. As a Sales Consultant you are responsible for engaging customers, learning about their needs, and matching their needs with the products (solutions) we offer. The mindset of every call should be making a sale or defining a clear go-forward plan to lock in a purchase in the near future. This should be done in a professional manner that is sales driven yet respectful and not overly aggressive for the customer.

We do this by:

• Utilizing active listening and making appropriate recommendations to the customer’s needs
• based on the information you collect from them.
• Analyzing customer accounts to identify what solutions we offer that the customer may be missing.
• Offering additional upsell offers to increase average order values.
• Maintaining knowledge of our products.
• Preventing cancellations or returns by demonstrating the value of our products.
• Being open to feedback and coaching to continue to develop this skillset as well as investing in outside resources as needed.
• Offering special phone offers to customers.

Maintaining Product and Procedure Knowledge

The third priority of this job involves learning about our products and maintaining that knowledge. It is also imperative to understand our procedures and systems; the correct way to handle customer service tasks and customer accounts. Since all of these change regularly, this requires active, ongoing work to be aware of the most up-to-date information.

We accomplish this by:

• Reading and using our Wiki Knowledge Base and FAQs to correctly answer customer questions regarding our products and policies.
• Reading and using our SOPs to carry out customer service tasks in all of our systems.
• Reading CSR Memos sent out by management and retaining that information.
• Through the use of CSR Memos and the Wiki Knowledge Base, understand our current promotions and use appropriate Ad Codes when placing orders.
• Understanding how are products are interconnected to provide customers options at the time of purchase.

Increasing Order Values

The fourth pillar of this position is increasing order values. As a Sales Consultant, offering our products to customers and making the initial sale is just the beginning. You will also be expected to actively increase the order value of the initial offer through the use of upselling.

We do this by:

• Using upselling techniques on all sales calls.
• Offering Special Deals of the Month to customers.
• Letting customers know about complementary products by using active listening skills todetermine interest in other products we carry.
• Always explaining our products by emphasizing their benefits.

Strong Negotiation Skills

The fifth pillar of success in the Sales Consultant position is the ability to demonstrate strong negotiation skills. This includes finding the best deal to meet the needs of the customer as well as the needs for 4Patriots. We expect the representative to act in good faith by explaining our products and processes to the customer truthfully and clearly. Our goal for every call is for both parties to walk away satisfied now and in the future.

We do this by:

• Demonstrating the ability to sell value versus reduced cost.
• Working with customers on out-of-the box solutions to reduce returns and cancellations.
• Leaving both the customer and 4Patriots happy at the end of each call.

Miscellaneous

• Handling special projects delegated by management.
• Helping to create and revise SOPs.
• Helping with the training of new representatives.

Company Core Values:

• Get the important stuff done - We look for individuals who strive to have deep understanding of their role and how their work connects to their team and the company at large and how to organize their priorities to drive business value in the right ways.
• Actively and eagerly seek to learn, improve, and grow - We look for individuals with intellectual curiosity and a questioning mindset.
• Ask questions and use data to make decisions - We look for individuals who take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly.
• “We” not “I” - We value knowing how to cooperate with peers and leaders to help the team achieve its goals.
• See the glass half full - We look for individuals who take ownership of their role and demonstrate enthusiasm, excitement and passion for their work.

Skills and Abilities:

Must be able to work independently as well as collaborate within a dynamic multi-department environment to achieve common goals; organize and manage multiple priorities simultaneously; take ownership and be self-motivated and resourceful to find problem solutions; be data and results driven; and learn quickly in a fast paced, open plan environment. Must have excellent verbal and written communication skills, strong analytical and problem-solving skills, be detail oriented and adaptable.

Physical And Mental Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is often required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; talk or hear; occasionally required to climb stairs; balance; stoop, kneel, bend, crouch or crawl; taste or smell.

The employee must occasionally lift, push, pull and/or move up to 20 pounds.

Repetitive motion of hands required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment And Travel Requirements:

Works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.

Noise level in the work environment is typical for an office environment.

Minimum overnight travel (up to 10%) by land and/or air.

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