Residential HVAC Sales Associate Position Agreement

NOTE: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

JOB TITLE: Residential HVAC Sales Associate
DEPARTMENT: Sales
REPORTS TO: Sales Manager / Lead Coordinator
JOB CLASS: Exempt
DATE OF PREPARATION: 08/01/13

JOB SUMMARY:

Meets with potential customers on pre-scheduled appointments to diagnose problem(s) and determine customers’ desired outcomes. Proposes solution(s) to resolve problem(s), brings the sale to a close, writes and submits job proposal. Attends weekly meetings and trade shows. Supports the management and mission of the company.

KEY PERFORMANCE INDICATOR:

Average:

  • Closing % – Minimum Benchmark: 50% (Non Lowes)
  • Closing % – Minimum Benchmark: 32% (Lowes Leads)
  • Gross Margin – Minimum Benchmark: 42% (After Commissions)
  • Presentations per day – Minimum Benchmark: 2-3 per day
  • Self Generated Leads – Minimum Benchmark: 30% of presentations
  • Completed job proposals – Minimum Benchmark: 95% of presentations

ESSENTIAL JOB FUNCTIONS:

  • Drives to potential customers’ homes to meet with them for pre-scheduled appointments. Builds rapport and demonstrates expertise in HVAC Replacement Systems and related services. Determines customer’s problem(s), needs, and desired outcome(s) by asking questions and completing a customer questionnaire or “Fact Sheet.” Identifies problems and opportunities in the customer’s home and then proposes solution(s) to resolve problems and meet or exceed expected outcomes. Attempts to bring the sale of a solution to a close 100% of the time. (55%)
  • Writes a job proposal for each job to include diagram(s), photographs, instructions, inventory needed, the customer “Job Work Sheet,” accomplish the list, pricing lists and the total price of the job. Turns job proposals into Sales Lead Coordinator every 24 hours. Follows up by phone with Open Proposals and re-visits the customer as necessary to bring the lead to final disposition. Responsible for assisting in the financing of a job and with collecting payment on past due accounts. (30%)
  • Attends weekly production, service and sales meeting. Attempts to meet and/or exceed sales goals. (10%)
  • Builds relationships and generates leads at trade shows during the year. Attends as requested and scheduled. (5%)
  • Regular and punctual attendance. Ability to legally drive a motor vehicle.

MARGINAL JOB FUNCTIONS:

  • Performs other related duties as assigned by management.
  • Advises Production Manager and foreman on details of the job proposal, as requested.
  • Assists with service issues as necessary, and provides guidance and customer details to the Service Manager in a timely manner.

DIRECT REPORTS: None

NECESSARY KNOWLEDGE, SKILLS, ABILITIES (KSAs) and TALENTS:

  • Knowledge of business principles and practices.
  • Knowledge of sales, marketing, and customer satisfaction theories and practices.
  • Knowledge of construction, HVAC related products, Heating and Cooling Load calculations, Ductwork sizing
  • and troubleshooting and related Home Performance solutions.
  • Skill in operating personal computer and programs well enough to perform PC presentations in customers’ homes.
  • Skill in rapport building, explaining the features and benefits of solutions, and closing the sale.
  • Skill in reading, writing (legibly), and oral communication.
  • Ability to learn, understand, accept, and put into practice the 12 Steps methodology of sales.
  • Ability to learn and understand the technicality of HVAC Equipment, Duct Design, and Home Performance systems.
  • Ability to make customer’s needs and desired outcomes very clear by being precise and thorough.
  • Possess talent and personal traits:
      • Customer Focus
      • Resiliency
      • Results Orientation
      • Diplomacy & Tact
      • Goal Achievement
      • Personal Accountability
      • Continuous Learning
      • Integrity

EDUCATION AND EXPERIENCE:

  • Bachelor’s Degree in marketing, business administration or related field;
  • Two (2) years experience in customer service or related field; or,
  • An equivalent combination of education and experience to illustrate a proven track record in the business field.

PHYSICAL REQUIREMENTS:

0-24% 25-49% 50-74% 75-100%
Seeing: Must be able to see well enough to read reports, data, statistics & information on a computer screen. X
Hearing: Must be able to hear well enough to communicate on the telephone and in person. X
Standing/Walking: X
Fingering/Grasping/Feeling:
Must be able to operate computer & calculator		 X
Climbing/Stooping/Kneeling: X

PHYSICAL DIMENSIONS for Lifting, Carrying, Pushing, Pulling:

Light Work: Exerting up to 20 pounds of force occasionally and/or up-to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The job involves sitting most of the time, yet the use of arm and/or leg controls requires exertion of forces greater than for Sedentary Work.

Abide by all Core Values and Guiding Principles at all times

Behavioral Standards

  • Calmness Don’t become rattled when the pressure is on.
  • Commitment to Improvement Abide by processes that have been and are being developed with a consistent effort for improvement.
  • Continue to Learn The search for knowledge keeps the mind alert and active, often resulting in innovations.
  • Reasonableness It is one thing to be rational; it is quite another to be reasonable. To be rational is to rigidly impose the rules of formal Logic upon life and all human behavior. Strive for a reasonable balance.
  • Thoroughness and Persistence A half-hearted and shallow approach to accountabilities will spoil results. Practice Thoroughness and Persistence
  • Resiliency Business can bring disappointments, frustrations, and outright disasters. Rather than naively hoping that nothing bad will ever happen to be prepared to bounce back from setbacks no matter how bad they may seem to be at the time.
  • Basic Loyalty The Company’s Future is closely tied to your success: A common destiny: You play a role in embodying the spirit of the company and should demonstrate loyalty with a sense of allegiance.
  • No Cynicism in the workplace! Cynics are tragic people whose self-perception is so bad that they cannot begin to imagine a world where optimism, dreaming, commitment to something greater than oneself and the desire to do something truly remarkable could possibly exist. Always “looking for the angle,” they can trust no one because they can’t even trust themselves. Cynicism, distrust, sarcasm, suspicion, skepticism, doubt, scorn and backbiting are unacceptable behaviors that have NO PLACE IN THE WORKPLACE! Be careful about how you express frustrations. How you actually feel about any situation is not the issue. The issue is how your reactions are perceived: Your reactions or perceived reactions will “set the mood” for the entire team. Be responsible.
  • Smile A smile can “set the mood”.
  • Maintain a good, healthy sense of humor. Try not to be terminally professional.
  • Don’t worry or be concerned about failure. You represent a company that offers the best product and service in your area. Understand that the value of the products and services you offer your prospect far outweigh the investment. Be proud of that fact. Maintain a posture of confidence and conviction in what you do, who you are and the company you represent at all times.
  • Welcome Objections Expect objections. Be prepared to discover the “why” and solve the problem.

Appearance & Dress:

  • Well Groomed.
  • Hair cut neatly, above the collar.
  • No facial hair is preferable, however, if facial hair is a must it should be well-groomed at all times.
  • No exposed body piercing jewelry.
  • Jewelry, in general, should be kept to a minimum (less is more).
  • Dress for the area. The safest attire is casual professional.
  • White Golf sport embroidered company logo shirt or White dress shirt preferably with a left front pocket (NO tee-shirts) (white, off white or blue with no symbols, decals or logos other than a company logo.)
  • The shirt should be kept neatly tucked in at all times.
  • Tie and / or sport coat if appropriate. (You will rarely make a bad first impression by dressing too professionally).
  • Work boots, work shoes or dress shoes, black or brown, clean and polished at all times (no tennis shoes, canvas shoes, boat shoes or any other casual attire).
  • Socks should match the color of pants, shoes or shirt.
  • The belt should match the color of shoes or boots.
  • Photo name badge with the company logo attached to the left front pocket of the shirt.
  • Perfume, after-shave, cologne or fragrances if used should be used conservatively.
  • A breath-freshening mint (no gum) should be taken prior to meeting the prospect.
  • Refrain from smoking at least 15 minutes prior to meeting with the prospect.
  • Comb your hair, look at your appearance in a mirror and make sure that your appearance reflects the professional company you represent prior to meeting the prospect.

Rules of the Home

  • Do not park in the prospect’s driveway if parking is available in the street.
  • Always be prompt (preferably 3-5 minutes before the scheduled appointment).
  • Never use the prospect’s telephone unless the call pertains to their situation.
  • No smoking in, on, around or in the vicinity of the prospects home or neighborhood.
  • Never drink alcohol.
  • Do not use the prospect’s bathroom.
  • Do not bad-mouth the competition.
  • Do not bad mouth or speak cynically about your company, co-workers, the boss, or our industry.
  • Never use the prospect’s tools.
  • Always be respectful towards the prospect.

Expectations:

  • Effect Leads A professional Sales representative is expected to generate replacement leads.
  • Sell the customer you are in front of. (Closed Sales) Too often, when a prospect hints toward delaying their decision, salespeople short-cut the process by not advancing the sale to the next step. Salespeople are expected to sell the person they are in front of until a final decision is made.
  • Continue to learn the Industry You are perceived as the “Expert”. You must be well educated about your products and services. Simply reading sales brochures, trade magazines, attending workshops and / or riding with installers or service professionals will afford you the opportunity to gain knowledge.

Compensation

  • Paid Commissions for each installed sale will be awarded to the responsible Sales Associate.
  • Paid Commissions will be based upon the final Gross Dollar Margin % and $ Amount for each job. Please review the attached commission scale for more detail.
  • No commission will be paid until the job is completely installed and paid for in full.
  • Weekly Draws against commissions may be made available for qualified Sales Associates. The amount of draw will be evaluated, assessed and adjusted on a quarterly basis.
  • Sales associates selling “Above Par” by the end of each quarter will be awarded a “Bonus”.
  • Sales associates selling “Below Par” will face a reduction in “draw allowance” until their commission credits exceed the draw deficit.
  • Sales associates withdraw deficits in excess of 20% for more than 60 days may lose the privilege of a draw until the deficit is recaptured.
  • No Sale will be scheduled for installation until a complete job folder is turned in to standard to the Sales Lead Coordinator and approved for installation except for unusual situations.
  • All incomplete job folders will be returned to the responsible sales person for completion before any further action will be taken to process the installation except for unusual situations.

Sales Leads

  • The company provided Sales Leads will be awarded to the top-performing sales associates first. Once the Top Performing schedules are full, (2 to 3 per day) the next Company provided sales lead will go to the next top performer.
  • Technician Sales Lead Turnovers are highly coveted because of 8 out of 10 close and close at a higher price. 2% of the total sale will be awarded to the Technician Turning over the lead. Total Sales commission paid to the Sales Associate will be reduced by the amount awarded to the Technician.
  • Self-generated Leads Each Sales associate is expected to self generate 30% of their sales Leads. The Ambassador Process provides a detailed methodology of over 42 lead generating activities. Learn and Follow the Sales Ambassador Process.

Lead allocation is determined by three benchmarks: 1. Closing% 2. Average Gross Margin 3. How closely the lead matches the personality and chemistry of the Comfort Advisor (People like people with similar characteristics). Lead allocation is determined by the General Manager and revised weekly, based upon the three key benchmarks. The allocation of leads is carried out by the Opportunity Manager. Questions regarding lead allocation should be directed toward the General Manager, NOT the Opportunity coordinator.

I have read, understand and agree to follow the standards set forth in this Sales Position Summary.

Sales Person

Signature ___________________________ Print _______________________ Date ___________

General Manager

Signature ___________________________ Print _______________________ Date ___________

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