SUMMARY:
We are looking for a Sales Manager to be based in the Centurion area who has proven experience in Call Center
POSITION INFO:
Position Summary:
The Sales Manager plays a pivotal role in managing and driving the performance of the sales team, optimizing the sales process, and ensuring that customer leads generated from Google and other marketing efforts are effectively converted into repair plan sales. This includes managing the overall sales pipeline, establishing clear expectations, developing scripts, refining processes, and overseeing collections activities to guarantee prompt and efficient payment collection from customers.
The Sales Manager is responsible for meeting company sales revenue targets, maximizing lead-to-sale conversion rates, improving the sales process, and managing the sales team's daily activities while overseeing collections-related issues. In addition to sales management, the role requires a focus on training, performance management, and fostering a high-performance culture.
Requirements:
- Grad2 12
- Relevant tertiary qualification
- 3+ years sales management experience within a call center environment
- Excellent communication skills
- Deadline driven
- ability to work under pressure
- Excellent staff management skills
Responsibilities:
Monitoring and Evaluating Sales Interactions:
- Sales Call Audits: Regularly review and assess sales calls or customer interactions to ensure that all sales reps are following the company’s sales scripts, effectively communicating the value of repair plans, and adhering to best sales practices.
- Adherence to Sales Scripts: Ensure that all sales reps are using the approved sales scripts and messaging when discussing repair plans with customers. Provide feedback and training to improve adherence and customize the approach when necessary.
- Effective Sales Technique Evaluation: Evaluate how well sales reps handle customer objections, present benefits, close deals, and personalize their approach to different customer needs. Ensure they are following the consultative sales approach—asking the right questions and tailoring the pitch to the customer’s situation.
- Compliance with Policies: Ensure that sales reps are complying with all company policies, including pricing guidelines, disclosure requirements, and legal regulations related to selling repair plans.
- Customer Engagement: Assess the effectiveness of sales reps in building rapport with customers, answering customer queries, and managing the tone and pace of the conversation. Positive customer engagement is critical to successful sales.
Real-Time Sales Monitoring and Coaching:
- Live Sales Monitoring: Listen to live sales calls or attend in-person consultations (if applicable) to provide real-time feedback. Offer guidance on areas like tone, objection handling, and closing techniques to improve overall performance during customer interactions.
- Instant Coaching: Provide immediate feedback during or after customer interactions to correct mistakes, refine sales tactics, or reinforce positive behaviours. This could include helping the rep fine-tune their pitch, improving product knowledge, or adjusting their tone and approach.
- Corrective Action: When necessary, take corrective actions to address performance issues. This might include additional training sessions, review of the sales script, or more frequent monitoring for specific areas of concern (e.g., poor objection handling, low close rate).
Call and Sales Review Process:
- Post-Sale Reviews: Conduct post-sale reviews to evaluate the effectiveness of the sales conversation. Focus on key areas such as closing techniques, customer objections, upselling, and the overall customer experience. Provide feedback on both the strengths and weaknesses of each call or interaction.
- Sales Scoring System: Implement a sales call scoring system based on predefined criteria, such as script adherence, customer engagement, salesmanship, objection handling, and successful closing. This scoring system helps to objectively measure call quality and track performance improvements over time.
- Feedback Loops: Offer regular, constructive feedback to each sales representative based on their performance, emphasizing areas for growth while reinforcing positive behaviors. Set specific goals for improvement, such as increasing conversion rates or reducing time spent on objections.
Training and Skill Development:
- Ongoing Training: Organize and facilitate ongoing training sessions to enhance the skills of the sales team. Focus on improving areas such as product knowledge, advanced sales techniques (e.g., cross-selling, upselling), objection handling, and handling difficult customer scenarios.
- Sales Skills Enhancement: Provide targeted training on specific sales skills that need improvement. For example, if a rep struggles with overcoming customer objections, arrange role-playing sessions or provide them with additional tools and scripts to handle these situations more effectively.
- Quality Control Best Practices Training: Ensure that all sales team members are well- versed in quality control best practices and understand the importance of following company guidelines, improving customer satisfaction, and maintaining high sales standards.
Performance Metrics & Reporting:
- Sales Conversion Rate: Monitor individual sales representatives’ conversion rates. Track the percentage of leads or opportunities that are successfully converted into repair plan sales. Target: 30%–40%conversion rate based on lead quality and sales volume.
- Sales Call Quality Score: Develop a call quality score that measures important factors like script adherence, objection handling, customer engagement, and closing effectiveness. Target: 85% or higher call quality score.
- Customer Satisfaction (CSAT): Track customer satisfaction through post-call surveys or follow-up communications. A high CSAT score indicates that sales reps are not only closing sales but also maintaining a positive customer experience. Target: 85% or
- higher CSAT.
- First Call Resolution (FCR): Measure the percentage of issues or sales successfully handled on the first call. Target: 85% FCR rate, indicating that most sales inquiries are resolved or converted in the initial interaction.
- Sales Adherence to Process: Ensure that all sales reps are following the sales process from start to finish. This includes handling the lead appropriately, offering the right repair plan options, adhering to pricing policies, and following up promptly. Target: 100% adherence to the sales process.
Customer Satisfaction and Experience:
- Customer Feedback Analysis: Regularly review feedback from customers to assess the quality of the sales experience. Look for patterns in customer complaints, concerns, or compliments that can help inform coaching strategies.
- Net Promoter Score (NPS): Measure the Net Promoter Score (NPS) to gauge customer loyalty and satisfaction. Customers who rate the service highly are likely to refer others, contributing to long-term success. Target: 8+ NPS score.
- Complaint Resolution: Ensure that any complaints related to the sales process (misleading information, aggressive sales tactics, etc.) are handled quickly and effectively. All complaints should be resolved within 24 hours of the issue being raised.
Please note only shortlisted candidates will be contacted. If you have not heard from us in 2 weeks, please consider your application unsuccessful.
