Sales Support Representative

Function: Customer Service

About Sales Support Representative: Assists the sales team by providing product information, processing orders, and resolving customer issues. This role falls within the Customer Service function of a firm. Key aspects of this role are covered below to give you an idea about your own resume and help you distill your own experiences for a prospective employer in interviews

Primary Activities

A Sales Support Representative in the Customer Service function is typically expected to perform the following activities as a part of their job. Expect questions delving deeper into these areas depending on your level of experience. This is a representative list and not a complete one; the latter are generally based on the exact nature of the role

Assisting Customers With Product Inquiries: Provide information and answer questions about products or services to help customers make informed purchasing decisions
Processing Sales Orders: Receive and accurately process customer orders, ensuring all necessary information is captured and entered into the system
Handling Customer Complaints & Issues: Address and resolve customer complaints or issues in a timely and satisfactory manner, ensuring customer satisfaction and retention
Providing Sales Support To The Sales Team: Assist the sales team with administrative tasks, such as preparing sales reports, updating customer records, and coordinating sales meetings
Managing Customer Accounts: Maintain and update customer account information, including contact details, order history, and special requests, to ensure accurate and up-to-date records
Coordinating Product Demonstrations Or Trials: Arrange and schedule product demonstrations or trials for potential customers, coordinating with the sales team and ensuring smooth execution
Providing Post Sales Support: Assist customers after a sale, addressing any post-purchase inquiries, providing technical support, or facilitating returns and exchanges
Generating Sales Leads: Identify potential sales opportunities by researching and qualifying leads, gathering relevant information, and passing them on to the sales team
Maintaining Customer Satisfaction: Regularly follow up with customers to ensure their satisfaction, gather feedback, and identify areas for improvement in the sales process
Collaborating With Other Departments: Work closely with other departments, such as marketing or logistics, to ensure smooth coordination and effective communication for customer support

Key Performance Indicators

Sales Support Representatives in the Customer Service function are often evaluated using the following KPI metrics. Address atleast some of these metrics in your resume line items & within your interview stories to maximize your prospects (if you have prior experiences in this or a related role). This is not a comprehensive list and exact metrics vary depending on the type of business

Customer Satisfaction Score: Measures the level of satisfaction customers have with the support provided by the Sales Support Representative
First Call Resolution Rate: Measures the percentage of customer inquiries or issues resolved by the Sales Support Representative on the first call
Average Response Time: Measures the average time taken by the Sales Support Representative to respond to customer inquiries or issues
Sales Support Efficiency: Measures the productivity and effectiveness of the Sales Support Representative in providing support to the sales team
Upselling/Cross-selling Success Rate: Measures the percentage of successful upselling or cross-selling opportunities identified and pursued by the Sales Support Representative
Customer Retention Rate: Measures the percentage of customers retained by the Sales Support Representative through effective support and relationship management
Sales Support Ticket Resolution Time: Measures the average time taken by the Sales Support Representative to resolve customer support tickets or issues
Knowledge Base Utilization: Measures the extent to which the Sales Support Representative utilizes the knowledge base to provide accurate and efficient support
Sales Support Team Collaboration: Measures the level of collaboration and teamwork exhibited by the Sales Support Representative within the sales support team
Sales Support Training Completion: Measures the completion rate of sales support training programs by the Sales Support Representative

Selection Process

Successful candidates for a Sales Support Representatives role in the Customer Service function can expect a similar selection process as the one outlined below. Actual process may vary depending on seniority, size/type of company etc.

Phone screening
A brief phone call to assess basic qualifications and interest in the role
Initial interview
An in-person or virtual interview with a hiring manager to discuss your experience, skills, and fit for the role
Skills assessment
A test or exercise to evaluate your sales support and customer service abilities
Behavioral interview
A structured interview to assess your behavior, problem-solving skills, and customer-centric approach
Role-play scenario
A simulated sales support scenario to gauge your ability to handle customer interactions
Final interview
A meeting with senior management or other stakeholders to make the final hiring decision
Reference check
Contacting your provided references to gather insights about your work ethic and performance
Job offer
If selected, you will receive a formal job offer with details on compensation and start date

Interview Questions

Common Interview Questions that a Sales Support Representatives in the Customer Service function is likely to face. Prepare stories that tailor to your own experiences that may help you answer these questions effectively. This is not a complete list and more questions will be added over time. Use the topic tags in the search box below to filter by specific topics

Link	Question	Topic(s)
Link	Tell me about your experience in providing sales support.	Experience
Link	How do you handle customer inquiries and complaints?	Customer Service
Link	What strategies do you use to upsell or cross-sell products?	Sales Techniques
Link	How do you prioritize and manage multiple tasks in a fast-paced environment?	Time Management
Link	Describe a situation where you had to resolve a difficult customer issue.	Problem Solving
Link	How do you ensure accuracy and attention to detail in your work?	Attention to Detail
Link	What CRM software have you used in the past?	CRM Software
Link	How do you collaborate with sales teams to achieve targets?	Teamwork
Link	Tell me about a time when you had to meet tight deadlines.	Time Management
Link	What steps do you take to build and maintain strong customer relationships?	Customer Relationship Management
Link	How do you handle rejection or difficult customers?	Emotional Intelligence
Link	Describe a situation where you had to handle a dissatisfied customer.	Problem Solving
Link	What metrics do you use to measure your sales support effectiveness?	Performance Metrics
Link	How do you stay updated on product knowledge and industry trends?	Continuous Learning
Link	Tell me about a time when you had to work with a challenging team member.	Teamwork
Link	How do you handle high-pressure situations?	Stress Management
Link	Describe a time when you had to handle confidential customer information.	Confidentiality
Link	What strategies do you use to identify and target potential customers?	Sales Techniques
Link	How do you ensure effective communication with both internal and external stakeholders?	Communication Skills
Link	Tell me about a time when you had to adapt to changes in sales processes or procedures.	Adaptability