JOB OVERVIEW:

Ensures excellent service is provided to the customer, either over the telephone or in person, by

effectively using selling skills, product, application and/or construction knowledge to secure and complete

the sale to the customer’s satisfaction. Maintains area replacing stock, facing shelves and merchandising

end caps. Ensures product information and pricing is accurate and current.

ACCOUNTABILITIES:

1. Demonstrate and encourage RONA Values in all decisions and actions.

2. Assists customers with their information/product requirements in the store or over the

telephone. Through effective questioning and listening techniques, identifies and qualifies

customer requirements. Provides appropriate information on suggested products and

alternatives explaining features and benefits and providing application advice as required.

Suggests add-ons to complete the sale.

3. Process the sale as per policy, locates product on the computer, checks to ensure stock

availability and to confirm next available delivery date.

4. Keeps current on flyer and promotional events. Provides information and locates promotional

products for customers as required. Provides information on special services such as

carpentry schools, deck schools, in-store demos, and help sheets.

5. Prepares special orders, obtains the required information and specifications from customer,

contacts Special Order Purchaser to establish and confirm price and available delivery date.

Applies the appropriate mark-up and informs customer of the amount required for deposit.

Forwards paperwork to the Special Order Purchaser for follow up.

6. Resolves customer complaints and objections including investigating, interpreting policy, and

taking the appropriate action to ensure customer satisfaction, refers difficult situations to

Assistant Store Manager.

7. Actively strives to increase product knowledge, understand application and/or renovation

techniques, and improve selling skills by participating in information meetings, department

meetings, reading product literature, and attending seminars.

8. Provides product and coding information to cashiers as requested.

9. Provides recommendations for how to improve department performance to achieve or exceed

sales/gross margin objective.

10. Follows all RONA policies and procedures as outlined in the Employee Handbook, National

Health & Safety Guide, Code of Ethics, and other corporate communication.

11. Follows safe work practices, obtains equipment certifications, and uses personal protective

equipment whenever necessary.

12. Performs other job-related duties as required.

QUALIFICATIONS:

• Position requires in-depth product and application knowledge in area of expertise and

a general knowledge of store products.

• Position requires effective selling skills and a commitment to providing excellent

customer service.

• Position requires good communication and interpersonal skills to be able to assess

customer requirements and make recommendations.

• Position requires some experience in a customer-focused role

• Position requires a good working knowledge of RONA’s systems and procedures.

• Position requires some knowledge of local building code regulations as they pertain

to product application.

• Position requires the ability to operate a computer to look up products, make

inquiries and adjust inventory levels.

EFFORT:

• Position requires individual to actively work to increase product knowledge,

understand application and/or renovation techniques and improve selling skills by

participating in weekly information meetings, department meetings, reading product

literature and attending seminars.

• Position requires close attention to detail and focused concentration for moderate

periods of time.

• Some pressure and stress is related to diffusing and resolving difficult customer

situations.

• Position requires the incumbent to present a professional sales image to the

customer

• Position requires the ability to perform work duties that involve stretching, bending,

lifting and carrying medium to heavy products

WORKING CONDITIONS:

• Working environment contains the usual risks or discomforts requiring no special

safety precautions.