Sales Associate

Responsibilities:

Sales Performance and Revenue Generation:

• Achieve and consistently strive to exceed assigned daily, weekly and monthly sales targets.
• Actively engage customers and identify opportunities to convert store visits into purchases.
• Apply effective selling techniques, including upselling, cross-selling and suggestive selling.
• Recommend complementary products to increase average transaction value and units per transaction.
• Promote new collections, seasonal merchandise and approved promotional offers.
• Demonstrate initiative in identifying and maximising sales opportunities.
• Maintain awareness of individual and store sales performance.
• Support the achievement of overall store revenue and profitability objectives.
• Follow up with customers on product enquiries and purchase decisions in line with company procedures.
• Maintain a proactive and results-driven approach to selling

Customer Service and Relationship Management:

• Welcome every customer warmly and professionally upon entering the store.
• Engage customers courteously to understand their needs, preferences and purchasing intentions.
• Provide personalised product recommendations based on customer requirements.
• Deliver exceptional service consistent with the standards of a premium/luxury fashion retail environment.
  
• Build positive relationships with customers to encourage loyalty and repeat purchases.
• Handle customer enquiries and concerns professionally and escalate complex complaints appropriately.
• Assist customers with product selection, fitting, sizing and styling recommendations.
• Provide accurate information on product availability, pricing, promotions and store policies.
• Maintain customer confidentiality and comply with applicable data protection requirements.
• Support approved customer loyalty, clienteling and CRM initiatives.

Product Knowledge and Brand Representation:

• Develop comprehensive knowledge of the brands and products available in the store.
• Understand product features, benefits, materials, sizing, care instructions and selling points.
• Communicate brand heritage, product quality and unique selling propositions effectively.
• Stay informed about new arrivals, product launches, collections and promotions.
• Participate actively in product knowledge training and brand development sessions.
• Demonstrate confidence when answering customer questions and recommending products.
• Ensure all product information communicated to customers is accurate.
• Represent the company's brand image, values and service philosophy consistently.

Visual Merchandising and Store Presentation:

• Maintain excellent standards of store cleanliness, organisation and visual presentation.
• Ensure merchandise is neatly arranged, properly displayed and correctly priced.
• Support implementation of approved visual merchandising guidelines.
• Ensure shelves, racks, display tables and fitting rooms remain organised.
• Replenish merchandise on the sales floor promptly.
• Identify damaged, defective or incorrectly displayed merchandise and report appropriately.
• Maintain attractive product displays that support customer engagement and sales conversion.
• Ensure the store remains customer-ready throughout operating hours.

Inventory and Stock Management:

• Support stock receiving, verification, tagging and merchandise arrangement.
• Assist with stock replenishment and movement between the stockroom and sales floor.
• Participate in periodic stocktaking and inventory reconciliation exercises.
• Ensure proper handling and storage of merchandise to minimise damage.
• Report stock shortages, discrepancies, damages and suspected theft promptly.
• Comply with company stock control and loss prevention procedures.
• Maintain accurate records of stock movements where assigned.
• Support effective stock rotation and organisation of the stockroom.
  

Point-of-Sale and Transaction Processing:

• Process customer transactions accurately using approved POS systems.
• Verify product prices, discounts and payment details before completing transactions.
• Handle cash, card and approved electronic payments in accordance with company procedures.
• Issue receipts and provide customers with relevant purchase documentation.
• Support approved exchanges, returns and refunds in accordance with company policy.
• Maintain accuracy and confidentiality in payment processing.
• Report transaction discrepancies and POS-related issues promptly.
• Ensure compliance with company cash handling and transaction security procedures.

Store Operations and Compliance:

• Support daily store opening and closing activities as assigned.
• Comply with company policies, standard operating procedures and retail operational guidelines.
• Maintain punctuality, attendance and adherence to approved work schedules.
• Observe company grooming, dress code and personal presentation standards.
• Ensure compliance with workplace health and safety requirements.
• Report operational issues, safety hazards and security concerns promptly.
  
• Protect company assets, merchandise and confidential information.
• Participate in store meetings, training sessions and performance reviews.
• Carry out other reasonable duties assigned by the store manager or supervisor.

Teamwork and Professional Development:

• Work collaboratively with colleagues to achieve store objectives.
• Support team members during peak trading periods and high customer traffic.
• Demonstrate a positive attitude, professionalism and willingness to learn.
• Participate in coaching, training and product knowledge assessments.
• Accept constructive feedback and implement performance improvement recommendations.
• Contribute ideas to improve customer service, store operations and sales performance.
• Maintain respectful working relationships with colleagues, supervisors and customers.

Requirements:

• Minimum of an OND  in any relevant discipline.
• Additional training in sales, customer service, fashion merchandising or retail management is an advantage.
• Minimum of 2 years' experience in retail sales, customer service or a related customer-facing role.
• Experience in fashion, footwear, accessories, beauty, lifestyle or luxury retail is preferred.
• Demonstrated ability to meet sales targets and provide excellent customer service.
• Previous experience using POS systems is an advantage.
• Entry-level candidates with strong communication skills, a positive attitude and demonstrable sales potential may also be considered..
• Strong communication, interpersonal, and customer relationship management skills.
• Basic numeracy and computer literacy; familiarity with POS systems is an advantage.
• Good product presentation, selling, upselling, and cross-selling skills.
• Professional appearance, positive attitude, integrity, and willingness to learn.
• Ability to work effectively in a fast-paced, target-driven retail environment.
• Ability to work collaboratively with colleagues and comply with company policies and procedures.

Technical Competencies:

• Retail sales and customer engagement
• Product knowledge and demonstration
• Upselling and cross-selling
• Customer relationship management
• Basic visual merchandising
• POS and payment processing
• Stock handling and inventory procedures
• Basic numeracy and sales reporting
• Customer complaint handling
• Digital communication and basic computer literacy
  

 Behavioural Competencies:

• Customer Focus: Demonstrates genuine interest in understanding and meeting customer needs.
• Sales Orientation: Proactively identifies sales opportunities and works towards achieving targets.
• Communication Skills: Communicates clearly, confidently and professionally.
• Personal Presentation: Maintains appropriate grooming, hygiene and brand-aligned appearance.
• Integrity: Demonstrates honesty and accountability when handling company assets and customer transactions.
• Teamwork: Collaborates effectively with colleagues to achieve store objectives.
• Adaptability: Responds positively to changing store demands and customer needs.
• Attention to Detail: Maintains accuracy in transactions, product presentation and stock handling.
• Resilience: Remains professional and motivated in a fast-paced, target-driven environment.
• Learning Agility: Demonstrates willingness to acquire product knowledge and improve selling skills.

Decision-Making Authority: 

• Recommend products based on customer needs and preferences.
• Provide accurate product information and approved promotional details.
• Process sales transactions within assigned POS permissions.
• Escalate customer complaints and operational concerns.
• Recommend improvements to customer service and sales processes.

The Sales Associate is not authorised to:

• Grant unapproved discounts.
  
• Process unauthorised refunds or exchanges.
• Remove merchandise without appropriate documentation.
• Alter product prices.
• Make commitments on behalf of the company outside approved policies.
• Share confidential customer or company information.

Key Performance Indicator (KPIs):

• Performance Area KPI Proposed Target
• Sales Achievement Individual sales target achievement Minimum 100%
• Sales Productivity Average transaction value (ATV) Meet the approved target
• Sales Productivity Units per transaction (UPT) Meet the approved target
• Customer Conversion Conversion rate meets store target
• Customer Service Customer satisfaction score ≥90%
• Product Knowledge assessment ≥90%
• Store Presentation Visual merchandising and grooming compliance ≥95%
• Inventory Control Stock handling accuracy ≥98%
• Transaction accuracy of POS transaction accuracy ≥99.5%
• Attendance punctuality and attendance compliance ≥95%
• Learning and Development Mandatory training completion 100%
• Policy Compliance Adherence to company policies and SOPs ≥95%
• Targets are illustrative and should be adjusted based on store location, brand positioning, employee experience and historical sales performance.

Key Working Relationship:

• Internal Stakeholders
• Store Manager
• Store Supervisor
• Fellow Sales Associates
• Retail Operations Team
• Inventory and Stock Control Team
• Visual Merchandising Team
• Customer Service Team
• Human Resources
• External Stakeholders
• Retail customers
• VIP and repeat customers
• Approved delivery and service partners

First 90-DAY Performance Expectation: 

First 30 Days – Onboarding and Product Knowledge:

• Complete company orientation and mandatory onboarding.
• Understand company policies, store procedures and brand standards.
• Acquire foundational product knowledge.
• Demonstrate appropriate customer greeting and engagement techniques.
• Learn POS operations and stock handling procedures.
• Begin working towards assigned sales targets.

Days 31–60 – Sales and Service Development:

• Demonstrate confidence in product recommendations and customer engagement.
• Apply upselling and cross-selling techniques.
• Achieve progressive improvement in individual sales performance.
• Maintain compliance with grooming and store presentation standards.
• Demonstrate competence in POS transactions and inventory handling.
• Participate in sales coaching and product knowledge assessments.

Days 61–90 – Independent Performance:

• Consistently work towards achieving assigned sales targets.
• Demonstrate the ability to manage customer interactions independently.
• Achieve required product knowledge and service standards.
• Maintain accuracy in transactions and stock handling.
• Demonstrate teamwork, punctuality and accountability.
• Successfully complete probationary performance assessments where applicable.

 Measure of Success: 

• Achievement of individual sales targets.
• Strong customer engagement and service delivery.
• Effective product knowledge and selling skills.
• High standards of grooming and professional presentation.
• Accuracy in POS transactions and inventory handling.
• Compliance with company policies and operating procedures.
• Positive teamwork and professional conduct.
• Continuous improvement in sales productivity and customer relationships.

Overall Role Accountability:

• To contribute directly to store revenue growth and customer loyalty by delivering exceptional sales service, maintaining high product and brand standards, and supporting efficient daily store operations.