Sales Associate III

Sales Associate Role Description‐ Factory

The Sales Associate role defines the customer’s experience at Coach. The Sales Associate creates energy and excitement as it relates to the product and the brand and builds strong, lasting relationships by providing service and selling skills that WOW the customer. The Sales Associate delivers exceptional customer service by treating each customer like a guest in their own home.

Responsible for:

Service and Selling

1. Using the 7 Service Commitments as the foundation for creating the service environment
2. Greeting and engaging customers with a smile while creating energy and excitement
3. Introducing yourself to customer/crowd by name in a comfortable and friendly way
4. Selling to an audience by looking around and maintaining eye contact with all individuals in the group
5. Soliciting questions from groups of customers
6. Providing accurate price explanations
7. Maintaining open body language facing the largest part of the store
8. Continuously learning brand and product information
9. Communicating features, benefits, price, & commitment to quality
10. Asking open/closed‐ended lifestyle questions to determine customers’ product needs
11. Tailoring service and selling approach to the individual needs of the customer
12. Building the sale based on customers’ needs
13. Protecting the customer experience and ensuring customer satisfaction
14. Creating customer loyalty by staging future visits
15. Knowing store and individual productivity goals
16. Closing the sale and reinforcing the purchase decision
17. Introducing e‐mail campaign and encouraging customers to share contact information

Store Environment

1. Being aware of customer and store environment, recognizing when to engage and when to break away
2. Working productively in a team environment
3. Team selling with other associates
4. Communicating effectively with team and Service Leader, using verbal and non‐verbal communication
5. Staying in assigned zone and communicating with Service Leader or Operations Leader if/when zone needs additional coverage
6. Taking ownership for store environment by maintaining visual and replenishment standards
7. Maintaining a positive demeanor even when faced with difficult situations
8. Creating an upbeat, energetic environment, while maintaining open body language
9. Maintaining awareness of what is happening in the zone (LP)

Demonstrates the following Knowledge, Skills, Abilities, and Attitudes:

1. Takes initiative to improve self and others

1. Willingness to work with multiple customers in a fast paced environment
2. Active listening skills
3. Speaks audibly to sell to crowds
4. Functional knowledge of Coach product and Coach policies
5. Constantly seeks knowledge of pricing, current promotions, local tax rates
6. Able to effectively read cues of customers and employees
7. Able to work as part of a team
8. Able to communicate features and benefits relevant to the needs of the customer
9. Able to break away during peak times
10. Able to create energy and excitement with customers
11. Able to build relationships with customers and team members