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The Virtual In Home Consultant executes remote virtual consultations and sales for home exterior projects. The V-IHC delivers a superior client experience by accurately assessing customer needs and swiftly creating a final quote/proposal. This associate spends most of his/her time with customers in virtual consultations to discuss home project plans. The PSE must be comfortable owning the customer relationship and engaging in conversation to understand customer needs, providing product and project consultation, and overcoming challenges to closing sales.
The Virtual In Home Consultant will leverage various technologies to virtually and remotely connect with customers to: make assessments, create project proposals, deliver product presentations, and execute sales contracts.
All Lowe’s associates deliver quality customer service As a Virtual In Home Consultant (V-IHC), this means:
- Being friendly and professional, and engaging customers through virtual consultations to deliver home improvement project solutions.
- Ensuring merchandise and projects are accurately quoted, sold, and produced.
- Preparing and maintaining project documents, selling systems, and customer management systems according to policy.
- Provides SMART customer service at all times through the daily execution of Lowe's customer service policies, procedures and programs.
- Understands customers' needs and assists in planning home exterior projects.
- Listens to and responds knowledgeably and promptly to customer and employee questions by walking them through projects when necessary.
- Demonstrates sincere appreciation to customers.
- Communicates information to customers regarding all stock, special order merchandise, feature benefits, application, and warranty information related to Lowe’s programs.
- Builds client relationships asking qualifying questions to fully understand and assess client needs.
- Overcomes client objections by understanding client motivations and desired project outcomes.
- Captures accurate measurements, confirms client product selections, reviews next steps, and gains a scheduled commitment (i.e., confirmed date and time) for follow-up.
- Follows-up with clients who have not made a buying decision and when the company runs promotions.
- Calls clients 24 hours in advance to confirm appointments.
- Prepares for all upcoming appointments by coordinating calls, products, and activities (e.g., joint calls for HVAC, pictometery drawings, known samples needed for extraordinary jobs, additional pricing).
- Maintains awareness of competitor pricing by conducting quarterly market price analysis.
- Works with general contractors and/or installers to quote, sell, and produce accurate jobs.
- Keeps appointment calendar active and updated so that customer appointments are able to be scheduled.
- Provides detailed/comprehensive updates to Supervisor during weekly 1-1 meeting.
- Complete and upload all required process documents to ensure project is documented correctly and projects are produced accurately and on a timely basis.
- Maintains project folders and ensures all paperwork (e.g., contracts, pricing worksheets and proposal documentation) is filled out according to policy.
- Maintains all collateral, samples, forms and paperwork and ensures all samples are clean, workable and prepared for client demonstration.
- Conducts appointments via phone and remote video calls in a professional manner utilizing program defined processes and tools.
- Although majority of time is spent outside of store, this individual must adhere to all safety requirements when in the store and is held to the same safety measures of other associates. This includes:
- Maintains a safe and secure work environment which may include conducting daily safety reviews, noting hazards, keeping aisles clear, and securing doors and gates.
- Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Asset Protection.
- Ensures compliance with housekeeping standards and programs (e.g., Zone Recovery) to maintain cleanliness and organization of store and working areas.
- Adheres to all safety requirements relevant to one’s regular job duties: top stock safety, reinstalling safety cables, use of aisle blockers, a tether line on power equipment, spotters, and safety devices.
• • Operates store equipment as needed depending on one specific role and department (e.g., Zebra phone, telephone, paging system, copiers, fax machines, computers, CCTV surveillance system, key cutter, panel saw, paint mixer, flooring cutters, compacter baler).
- In addition to the above responsibilities, this individual is held accountable for other duties as assigned.
EEO Statement
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
