Since 2010, the Comité sectoriel de main-d’œuvre du commerce de détail has offered a Sales Consultant certification. From product knowledge to visual presentation and procurement, all the skills necessary to offer good customer service are scrutinized.
“The sales consultant certification serves both the employee and the employer,” says Patricia Lapierre, Director General of Détail Québec. “Sales Consultants and front line supervisors have their skills recognized by the industry at low cost, increasing their employability.”
In all, more than 150 businesses have approached Détail Québec in the last six months to obtain the sales consultant certification. Participants are first interviewed to assess their skills. Then they take a mystery shopper test to see if the service offered is up to expectations.
In the event of a failure, learning tools are provided to the employee. “The document is inspired by the sales consultant’s daily work,” explains the Director General of Détail Québec. “There are scenarios, tables and images that reflect their reality, with the language used in the retail trade.” The employee learns, among other things, to interact with a disgruntled customer, to discuss the ratio of value for money and to promote the products offered in the store.
Sales consultant certification: Having your experience recognized
When the test is successful, Détail Québec issues a certificate with the official seal of the Ministry of Labour, Employment and Social Solidarity. “The certification program lets the employee have their work experience and learning formally recognized,” says Pierre Lapierre. “Their professionalism is highlighted. It can advance their career.”
The employer also gains credibility. “The certificate guarantees the quality of its customer service,” the Director General points out. In addition, the company gains a lot by valuing the skills of its employees. According to a study conducted in 2013 by the American firm Accenture, dissatisfied customers cost businesses $5.9 billion annually worldwide. In a single year, 51% of consumers have changed supplier following a poor customer experience.
Although job prospects for sales consultants are considered “acceptable” according to the 2017-2019 report from Statistics Canada, sales remains a competitive field. “The competition is in the opportunities for advancement, and also in the skills mastered by the employee,” notes Patricia Lapierre.
By showcasing their strengths and embellishing their resumes, sales consultants can meet the competition with a little more ease.