Robert Buchanan

Sales and custom design solutions with a primary focus on in-home consulting; targeting margin rich categories such as Home Entertainment, Services and Premium Appliances.

• Trained and mentored personnel on products, services. Heavily focused on promoting the in-home consultation platform.
• Procured new clients through greeting in store, associate recommendations, along with online and phone driven leads.
• Evaluated clients' needs and developed custom tailored solutions based upon clients' budget while meeting desired experiences.
• Conducted routine client follow up to earn unclosed business.
• Worked with vendors, carriers, and internal fulfillment teams to ensure product would be delivered as promised.
• Communicated with installation teams before and during work to ensure client expectations were met as promised.
• Liaised with customers and installation team upon job completion to ensure expectations were met, build excitement, reduce confusion and disappointment.
• Evaluated customer feedback to drive service improvements and product recommendations.
• Followed up with clients regularly for potential future business, referrals and satisfaction checks.
• Collected, arranged, and input information into CRM database.

Supervised daily operations: Home Entertainment, Premium Audio, Appliances, Front-End Ops, Car Audio, Media.

• Facilitated human resource functions such as hiring, interviewing and conducting performance evaluations.
• Trained newly hired associates in company strategy, policies, customer service, products, services, and selling techniques.
• Mentored FT employees to work one step above their position.
• Educated and trained staff about strategies for handling difficult customers and challenging situations.
• Answered service and product questions. Assisted customers in selection, complex orders, follow up.
• Answered questions about store policies and addressed customer concerns as Manager On Duty.
• Worked with store management to master company strategies and implemented those strategies with my team.
• Managed on-hand supply by using inventory analysis tools. Ordered promotional and high demand products to increase sales.
• Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, promotions, and ranges of individual employee availability.
• Facilitated human resource functions such as hiring, interviewing and conducting performance evaluations.

Provided fast and friendly service through quick-serve coffee and food items.

• Managed multiple stores. Sole responsibility for all aspects of the business.
• Recruited, hired, trained, mentored all personnel.
• Coached sales associates in selling techniques.
• Promoted team collaboration, performance, and efficiency by fostering healthy environments.
• Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
• Managed inventory control, cash control, and store opening and closing procedures.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
• Met with new guests. Met with regular guests; got to know them by their favorite drinks and as people outside of the shop.
• Rotated merchandise and displays to feature new products and promotions.