Residential Sales Specialist
Core Organizational Competencies
Building Customer Loyalty
Meeting and exceeding (internal or external) customer expectations while cultivating relationships that secure commitment and
- -Enhances the customer's selfesteem – Demonstrates value and respect for customers by giving the customer full attention and emphasizing the importance of customer satisfaction.
-Clarifies the current situation – Asks questions to determine the customer's needs; listens carefully; shares information and rationale about the situation; summarizes to check understanding.
-Involves the customer – Asks for the customer's opinions and ideas and listens actively to gain their support when clarifying expectations, agreeing on a solution, and checking for satisfaction.
-Takes the "HEAT" – Handles dissatisfied customers by hearing the customer out, empathizing with the customer's situation and associated feelings, apologizing (without accepting blame), and taking responsibility for action.
-Meets or exceeds needs – Acts promptly in routine situations; agrees on a clear course of action in nonroutine situations; takes opportunities to exceed expectations without making unrealistic commitments
-Confirms satisfaction – Asks questions to check for customer satisfaction; commits to followthrough, if appropriate;thanks customer.
Working cooperatively with others to help a team or work group achieve its goals.
-Contributes to goal accomplishment – Makes suggestions, volunteers assistance, offers resources, or removes obstacles to help the group achieve its goals.
-Asks for help and encourages involvement – Leverages others' skills and gains their support by asking for their ideas,opinions, and participation when solving problems, making decisions, and carrying out plans.
-Informs others on team – Shares important or relevant information and rationale with others; summarizes to check understanding.
-Models commitment – Adheres to the work group's expectations and guidelines; fulfills team or work group
responsibilities; demonstrates personal commitment to group goals.
Continuous Improvement ;
-Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.
-Identifies opportunities – Reviews processes to determine any gaps between current outputs and expected
-Determines causes – Identifies conditions that contribute to gaps or key variances; explores relationships between conditions and outcomes; distinguishes causes from symptoms and identifies primary causes.
-Targets improvement ideas – Generates ideas for solutions; analyzes the potential effect or impact of each solution; selects appropriate solutions.
-Implements improvements – Tests solutions; gathers feedback on effectiveness; reviews impact on baseline measures;modifies solutions as appropriate to ensure effectiveness.
HighImpact Communication (Observable)
Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others' thoughts and actions.
-Delivers clear messages – Conveys messages logically, succinctly, and at the right pace; does not digress; is in command of the message.
-Communicates with impact – Focuses communications to have a positive effect on others; uses forceful and compelling language and tone to stimulate others' thinking and actions; uses analogies, illustrations, or colorful expressions to create mental images; uses visual aids when appropriate to enhance impact of the content.
-Uses language appropriately – Uses correct grammar and punctuation; uses a format and terminology appropriate to the topic and audience.
-Ensures understanding – Checks the audience's understanding; presents messages in different ways to enhance their understanding.
-Conveys a professional presence – Exhibits a presence that commands attention and respect; demonstrates an air of selfconfidence; uses correct grammar.
-Effectively communicates message – Uses a communication process that acknowledges a request, is timely and is consistent with follow up as needed.