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The sales training process is critical to ensuring high-quality customer service and maintaining the company's standards. This program consists of 6 progressive levels, each designed to develop and evaluate your skills in product knowledge, customer engagement, and closing sales.
Each level must be completed in sequence, with progression requiring staff initiative to request assessments at an opportune time during the normal workweek. Reporting and assessment will be conducted by the Managing Director, Kyle Marwood, to ensure consistent performance and adherence to standards.
Process for Progression:
Complete the Current Level: Demonstrate the required skills and knowledge for your current level.
Request an Assessment: Identify an opportune time to approach Kyle Marwood for an assessment.
Assessment and Feedback: Receive feedback and guidance during your assessment.
Sign-Off: Progress to the next level only after demonstrating proficiency and receiving Kyle's sign-off.
Level one - Introduction to Sales Basics
Level one - Introduction to Sales Basics
Product Knowledge Basics:
Learn and retain information about entry-level bikes, accessories, and services.
Be able to explain key features, benefits, and intended use to customers.
Resources:
Customer Greeting and Engagement:
Practice greeting customers in a friendly, professional manner.
Begin understanding customer needs through basic open-ended questions.
Resources:
Cycling Prophet – Business School and Selling Courses
Shadow Experienced Staff:
Observe senior sales staff to learn customer interaction and sales techniques.
Point of Sale (POS) System Basics:
Learn how to use the POS system for basic transactions and inquiries.
Understand the process for using EFTPOS terminals for payments.
Complete simple sales for in-stock items, such as tubes, tyres, and helmets.
Resources:
Communicate Completion:
Notify Kyle Marwood when you feel confident in Level 1 tasks.
Clearly identify areas where you excel and any challenges faced.
Self-initiate an assessment request at an opportune time to confirm readiness for Level 2.
Level 2: Advanced Sales and Transaction Management
Level 2: Advanced Sales and Transaction Management
Inventory Lookup from Approved Wholesalers:
Learn to efficiently locate product availability and details from Specialized, Trek, and Scott wholesalers.
Use the online inventory systems of these suppliers to check stock levels, lead times, and pricing for customer inquiries.
Work Order Transactions:
Accurately create and complete work orders, detailing the service performed and any issues identified.
Communicate the outcome of the service to the customer in clear and professional terms.
Liaise with the Head Mechanic, Craig Larsen, if any issues require additional input or resolution.
Lay-by and Special Orders:
Understand and execute lay-by transactions, including setting payment terms and tracking progress in the system.
Create special orders for items in the system, ensuring the correct details are captured for the customer.
Service Calendar Bookings:
Make accurate bookings in the service calendar, ensuring customer requirements are fully understood and documented.
Assess workshop capacity and communicate with the workshop team to balance customer needs with operational impact.
Demonstrate Multi-Tasking Skills:
Handle simultaneous customer interactions, including product inquiries, work orders, and bookings, while maintaining professionalism and efficiency.
Communicate Completion:
Notify the Managing Director, Kyle Marwood, when you are confident in Level 2 tasks.
Clearly identify areas where you excel and any challenges faced during training.
Self-initiate an assessment request at an opportune time to confirm readiness for Level 3.
Level 3: Advanced Order Management and Wholesaler Knowledge
Level 3: Advanced Order Management and Wholesaler Knowledge
Wholesaler Knowledge:
Develop a thorough understanding of all wholesalers the business deals with, including their ordering processes, product ranges, and contact methods.
Be familiar with Specialized, Trek, Scott, and other relevant suppliers used by the business.
Special Orders for New Items:
Learn to create special orders for items not currently in the system by adding them under "New Item" in the sales software.
Ensure a detailed product note is added for clarity, including item specifications, supplier details, and customer requirements.
Incoming and Outgoing Orders:
Maintain knowledge of the status of all incoming and outgoing orders, ensuring proper tracking and timely updates.
Understand how to confirm shipment details and address any delays or discrepancies with suppliers.
Customer Communication:
Contact customers to provide updates on their orders, including estimated arrival times or any changes in availability.
Proactively remind customers to pick up their completed orders and provide necessary details about payment or collection.
Fulfilling Online Shopify Orders:
Accurately and efficiently fulfill orders placed through the Shopify platform, ensuring correct packaging, labeling, and dispatch.
Seek assistance from senior staff when encountering issues or uncertainties in the fulfillment process.
Maintain Accurate Records:
Keep accurate and up-to-date records of orders, ensuring transparency and minimizing errors in the ordering process.
Communicate Completion:
Notify the Managing Director, Kyle Marwood, when you are confident in Level 3 tasks.
Highlight areas where you excel and any challenges faced during training.
Self-initiate an assessment request at an opportune time to confirm readiness for Level 4.
Level 4: Product Creation and Freight Management
Level 4: Product Creation and Freight Management
Creating Products for Special Orders:
Learn to create new product entries in the system for special orders, ensuring all required details are accurately completed:
Description: A clear, concise, and accurate description of the product.
SKU: Assign a unique stock-keeping unit to track inventory.
UPC: Add the Universal Product Code, if available, for standardization.
RRP (Recommended Retail Price): Set the correct retail price for the product.
Wholesale Cost: Record the accurate wholesale price for reference.
Category: Assign the product to the correct category to ensure it appears in the right section of the system or website.
Matrix: Create or link products to a matrix (e.g., size, color variations) if applicable.
Brand: Ensure the correct brand is selected for consistency.
Freight Management for Online and Direct Orders:
Arrange freight with the relevant agents for orders requiring shipping, whether online or direct-to-home.
Ensure all shipping details are accurate, including addresses, packaging requirements, and delivery timelines.
Update customer with shipment tracking and proactively address any delays or issues with the freight agents.
Customer Communication:
Notify customers about shipping details, including tracking numbers, expected delivery dates, and any special instructions.
Handle inquiries regarding freight professionally and efficiently.
Communicate Completion:
Notify the Managing Director, Kyle Marwood, when you are confident in Level 4 tasks.
Highlight areas where you excel and any challenges faced during training.
Self-initiate an assessment request at an opportune time to confirm readiness for Level 5.
Level 5: Advanced Ordering and Warranty Management
Level 5: Advanced Ordering and Warranty Management
Authority to Create and Place Purchase Orders:
Gain the authority to create accurate purchase orders for stock replenishment, special orders, and customer requests.
Place orders with relevant suppliers, ensuring adherence to company protocols and budget guidelines.
Liaising with Wholesalers:
Act as the primary point of contact for suppliers regarding specific concerns, special orders, and customer requests.
Communicate effectively to address inquiries, confirm lead times, and resolve order discrepancies.
Customer-Specific Orders:
Manage and oversee customer-specific requests, ensuring that all requirements are documented and communicated to suppliers.
Keep customers informed of the progress and delivery timeline of their special orders.
Warranty Submissions:
Complete warranty submissions with suppliers, ensuring all necessary documentation and product details are provided.
Follow up on warranty claims to confirm resolution and keep the customer updated on the process.
Problem-Solving and Resolution:
Address any challenges related to orders, warranties, or customer concerns promptly and efficiently.
Escalate complex issues to the Managing Director, Kyle Marwood, or senior staff as necessary.
Communicate Completion:
Notify Kyle Marwood when you are confident in Level 5 tasks.
Highlight areas where you excel and any challenges faced during training.
Self-initiate an assessment request at an opportune time to confirm readiness for Level 6.
Level 6: Inventory, Shopify, and Leadership Management
Level 6: Inventory, Shopify, and Leadership Management
Entering Invoices into Lightspeed:
Accurately enter supplier invoices into the Lightspeed system.
Ensure all details, including item descriptions, quantities, costs, and invoice numbers, are correct and reconciled with deliveries.
Receiving Inventory and Printing Labels:
Receive and process inventory deliveries efficiently, checking for accuracy and condition.
Print and apply labels to products as required, ensuring items are ready for display or storage.
Allocating Special Orders:
Assign incoming stock to special orders promptly, ensuring these items are set aside and customers are notified.
Maintain clear records of allocations in the system.
Shopify Product Migration and Creation:
Migrate products from Lightspeed to Shopify, ensuring accuracy in descriptions, pricing, and categorization.
Create new Shopify product entries with high-quality images, detailed descriptions, appropriate categories, and accurate tags for search optimization.
Shopify Maintenance and E-Commerce Management:
Regularly update the Shopify store, ensuring all products, categories, and pricing are accurate and up to date.
Perform routine content creation, including banners, promotions, and blog posts, to enhance customer engagement.
Manage the online store, ensuring smooth operation, addressing issues, and optimizing for user experience.
Stock Control:
Regularly monitor inventory levels to identify low or overstocked items.
Conduct periodic stocktakes to ensure accuracy in the system.
Address discrepancies and implement strategies to minimize future issues.
Weekly Stock Orders for Popular Items:
Plan and place weekly orders for high-demand items to maintain optimal stock levels.
Liaise with suppliers to ensure timely delivery and adjust orders based on seasonal trends or promotions.
Monthly Inventory Planning:
Create a strategic monthly plan to anticipate inventory needs, including special events, promotions, and seasonal changes.
Forecast demand and coordinate with suppliers for larger or long-term orders.
Workshop Stock Control:
Monitor and replenish workshop supplies, ensuring mechanics have the tools and parts needed for efficient operations.
Address shortages and liaise with the Head Mechanic, Craig Larsen, for specific requirements.
Casual Staff Management:
Oversee and support casual staff, ensuring they are equipped to handle inventory-related tasks effectively.
Assign responsibilities, provide training, and address performance issues as needed.
Express Interest in Management:
At the completion of Level 6, express your interest in moving into a management role if desired.
Highlight your readiness to take on greater responsibilities and contribute to the business's growth and success.
Discuss potential pathways forward with the Managing Director, Kyle Marwood, and explore opportunities for professional development.
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