Sales and Service Executive Apprentice

The Sales and Service Executive Apprentice is a customer-focused sales professional in training who acts as a liaison between the business and its customers. The role combines practical experience in customer service, consultative selling and account development with structured learning through the Level 4 Sales Apprenticeship.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Answering and dealing with a large number of incoming calls, emails and enquiries
• Completing proactive work on certificate application, training leads and sales orders
• Conducting Decontamination reviews using virtual appointments and providing advice and guidance on IPC and Decontamination
• Resolve queries relating to compliance club, sales, products, training or customer service by contacting customers by phone and email
• Creating and generating sales leads and opportunities by proactive discussions on every call
• Reporting all opportunities on system
• Identify and assess customers’ infection control needs over the phone
• Build sustainable relationships of trust through open and interactive communication leading to high levels of customer retention
• Provide accurate, valid and complete information by using the CRM correctly
• Meet personal/customer service team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies

Where you'll work

Unit 7
38 Ward Court
Faverdale
Darlington
DL3 0FX

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

ZENITH TRAINING LIMITED

Training course

Sales executive (level 4)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• Sales planning and preparation: Set effective targets using sales forecasts. Prioritise customers and activities to grow account value and maximise return-on-investment in line with your organisation’s strategy. Formulate or refine customer plans and objectives. Create efficient territory plans where appropriate.
• Customer engagement: Effectively communicate and interpret customer information exchanged through written, verbal and non-verbal communication. Develop a customer engagement style that effectively opens sales conversations, builds rapport, enhances customer relationships, and adapts to different customer’s social preferences.
• Customer needs analysis: Be highly skilled at effective questioning and active listening techniques to understand the customer’s needs, guide the sales conversation appropriately, create mutual understanding, and build trust and affinity with customers.
• Propose and present solutions: Develop sales proposals and deliver them using a presentation style and technique appropriate for your customer. Present relevant products and/or services, explain features and their advantages, and clearly articulate the value and benefit of the solution for the specific customer. Use and adapt a range of techniques to draw-out and overcome common sales objections.
• Negotiate: Research the customer’s likely desired outcomes and negotiating stance. Develop responses to likely objections. Identify your own organisation’s needs, such as minimum price and acceptable terms. Negotiate or trade variables effectively.
• Closing Sales: Be attuned to verbal and non-verbal buying-signals and move to close at an appropriate point in sales conversations. Develop ethical techniques to close sales and confirm customers’ purchase agreement.
• Gathering Intelligence: Collect, analyse and interpret market intelligence and share it appropriately and effectively within your organisation.
• Time Management: Use and adapt appropriate tools and techniques to prioritise and manage your time effectively.
• Collaboration and teamwork: Contribute effectively within a team environment. Work collaboratively with both internal and external stakeholders. Manage communications with the cross-functional team in relation to the effective delivery of your sales, such as finance and service delivery. Support continual business improvement by sharing best practice with sales team colleagues and assist the marketing team to develop new marketing collateral.
• Customer experience management: Deliver a positive customer experience. Manage customer enquiries and issues effectively. Take proactive action to prevent and minimise customer concerns and complaints. Handle all customer interactions professionally to the customer’s satisfaction.
• Digital skills: Effectively use digital tools to conduct research and target customers in line with the overall sales strategy. Able to deliver presentations and meetings using digital communication. Complete accurate records and process sales in accordance with your organisation’s policies, procedures and digital CRM systems.