Sales and Service Assistant FTC Cadogan

Key responsibilities

1.

Sales & Service
• Contribution to turnover of store through selling.
• Demonstrate warmth and patience in all dealings with our customers, always displaying a
'can-do' attitude.
• Begin to deal with customer requests and ensure efficient communication with the client and
relevant colleagues throughout.
• Develop your knowledge of the after-sales support processes.
• Be proactive yourself in familiarising yourself with merchandise to enhance product
knowledge.

2.

Client
• Ensure strong customer communication during selling ceremony and in after sales.
• Demonstrate active listening skills to discover more about the client and to develop loyalty and
long lasting relations.
• Accurate CRM capture and recording of client data.

3.

Standards
• Active participation in store communications such as daily team briefings.
• Demonstrate excellent communication skills - both verbal or written.
• Maintain store standards and become familiar with daily procedures.
• Ensure merchandise is handled with care and consideration.
• Adherence and upholding of House procedures.
• Familiarise yourself with the visual merchandising basics - both front and back of house.
• Carry out regular stock replenishment and organisation of product.
• Become acquainted with all metiers.

4.

Training
• Successfully participate in and complete any training provided.
• Share information with colleagues and proactively convey learnings when interacting with
clients.

KPI's

Service
• Meet ACE index score >80%
• Support in the conversion rate for the store

Measurable Targets
• Sales
• Units sold
• Average transaction
• Cross selling
• UPT
• Hpad usage
• Client creation
• Pre selling
• Reservation

Client Development
• Support the repurchase rate for the store

Competencies
• Demonstrate good team spirit in the workplace.
• Acts as a team player.
• Take initiative.
• Demonstrates warmth and empathy, especially with objections.
• Stays calm when under pressure whilst also being adaptable and versatile.
• Acts as a true ambassador of the House.
• Hold a high level of personal standards.



*

* Job responsibilities and functions are not limited to the above.

We as Hermès employees must
always ensure that all functions of our position are represented with the highest level of
professionalism.