Job Instruction for a Sales Consultant

Employer name: ____________________

APPROVED
Manager’s position ____________________
Signature ____________ First name and surname ____________________
Date ____________________

JOB INSTRUCTION No. ____________
Place of preparation ____________________

1. General Provisions

1.1. This instruction defines the tasks, duties, rights, responsibilities and working relationships of an employee in the profession “Sales Consultant” (Продавець-консультант), code ДК 003:2010 — 5220. The area of work is advising customers. Structural unit: ____________________.

1.2. The employee belongs to the “workers” category and reports directly to the store manager or department manager. The workplace and working schedule are determined by the employment contract and internal labor regulations.

1.3. The employee is hired and dismissed by the employer’s order on the grounds and according to the procedure provided for by labor legislation. Before starting work, the employee is informed of the job function, working conditions and this instruction.

1.4. Qualification requirements: general secondary education and vocational training in the sales consultant profession, with confirmed ability to advise customers, demonstrate and sell products in the relevant range. Before working independently, the employee receives training on the product range, customer service and the accounting system used.

1.5. In their work, the employee is guided by the legislation of Ukraine, applicable trade and occupational safety rules, the employment contract, internal labor regulations, the employer’s lawful orders, this instruction and approved documents of their unit.

1.6. The employee must know: the product range and verified product characteristics; rules for communicating with customers, demonstrating products and using them safely; procedures for providing information about prices, warranties and exchanges; procedures for processing sales in Torgsoft; limits on access to customer data.

1.7. During the employee’s absence, their duties are performed by a person designated by the employer’s order, subject to qualification and work-access requirements, the employee’s consent, and payment for replacement where required by law. Transferring duties does not automatically grant access to the accounting system.

1.8. The employee works in the Torgsoft accounting software using their own account and within the access rights granted. They do not share their password with other persons, do not change data beyond their authority, and report errors to the responsible employee. Access to personal data is limited to the performance of job duties.

2. Tasks and Duties

2.1. Checks that the consultation area, samples, catalogs and information materials are ready. Uses current information approved by the employees responsible for the product range and prices.

2.2. Establishes the purpose of the purchase, the required characteristics and the customer’s preferences; offers products that meet the identified need and are available in the current range.

2.3. Compares products based on verified characteristics, and explains differences and limitations on use. Does not attribute properties to a product that are absent from the manufacturer’s documentation.

2.4. Checks product availability, price and characteristics in Torgsoft within the access granted. If actual availability differs from the accounting records, contacts the employee responsible for the product.

2.5. Demonstrates products safely and explains use and care instructions; involves a competent employee if a question exceeds their knowledge or their authorization to use equipment.

2.6. Tells the customer the price and agreed terms of sale before processing the purchase, and explains the terms of current promotions. Does not promise unapproved discounts, delivery times or additional services.

2.7. Offers compatible related products according to the customer’s needs and does not impose their purchase as a mandatory condition for selling the main product.

2.8. Registers purchases in Torgsoft as assigned: checks the selected product, quantity, price and permitted discounts; gives the cashier accurate information for payment.

2.9. Processes payments only if separately authorized and after completing the required training; ensures that a settlement document is issued through the cash register recorder (РРО) or software cash register recorder (ПРРО) used by the employer.

2.10. Collects customer contact details only when there is an appropriate legal basis and only to the extent needed for service. Does not use customer data for personal purposes or unapproved mailings.

2.11. Gives the customer the product, complete documentation and information on how to submit requests or complaints concerning defects or exchanges; forwards requests or complaints received to an authorized person without independently restricting consumer rights.

2.12. Records requests for unavailable products and recurring questions and passes them to the manager to adjust the product range and information materials.

2.13. Maintains the proper display of assigned products, reports defects and participates in physical product counts when instructed by the manager.

2.14. Completes training and occupational safety briefings required for the work, as well as mandatory medical examinations where required by law. Uses serviceable equipment and issued protective equipment for their intended purposes.

2.15. Immediately informs the direct manager of any threat to life or health, accident, fire, injury or malfunction. In a dangerous situation, stops the hazardous work, follows the response and evacuation plan, and does not endanger themselves or others.

3. Rights

3.1. Receive from the manager and responsible employees the documents, accurate information and explanations needed to perform the job function, within the access established.

3.2. Require serviceable equipment, proper working conditions, necessary materials and personal protective equipment where required for the work.

3.3. Report violations and submit proposals on work organization, preservation of property, safety and improvement of customer service; have the manager consider those proposals.

3.4. Refuse assigned work if a work situation arises that endangers the life or health of the employee or people around them, or threatens the production environment or natural environment, while immediately informing the direct manager or employer.

3.5. Exercise the rights to pay, rest, vocational training and protection of labor rights in accordance with legislation. Provide explanations about the circumstances of violations before a disciplinary sanction is decided.

4. Responsibilities

4.1. For culpable failure to perform or improper performance of job duties, violation of labor discipline and occupational safety requirements, the employee is liable according to the procedure and within the limits established by law. Disciplinary sanctions are applied in compliance with the established procedure.

4.2. Material liability arises where the grounds and conditions provided by law exist, for direct actual damage caused by culpable unlawful acts or omissions. Its type and limits are determined by legislation; the fact of a shortage alone is not grounds for automatically imposing full material liability.

4.3. This instruction does not establish monetary fines, additional disciplinary sanctions, unconditional reimbursement for shortages, or the employer’s right to withhold money from wages except on lawful grounds and according to the lawful procedure.

4.4. For violations of rules on safeguarding documents, accounting data, property and confidential information, the employee is liable where at fault and within the limits established by legislation.

5. Working Relationships in the Profession

5.1. Coordinates with the manager on prices, discounts, customer service and customer requests or complaints; reports on demand and identified discrepancies.

5.2. Obtains verified characteristics from the merchandise specialist and the person responsible for the catalog, and actual availability information from the warehouse; gives the cashier purchase details and forwards warranty or repair requests to the person responsible for service.

5.3. Transfers unfinished matters and work results to the employee designated by the manager. Records the transfer of documents, products, money or other valuables according to the established procedure; reports unresolved discrepancies.

6. Final Provisions

6.1. The instruction takes effect after approval by the employer. Before starting the relevant work, the employee acknowledges it by signature or by another legally agreed method that allows acknowledgment to be confirmed.

6.2. Amendments to the instruction are approved by the employer’s order in compliance with labor legislation and applicable rules during martial law. Amending the instruction does not replace the proper formalization of a change to the job function, transfer or change in essential working conditions.

6.3. A copy of the instruction is kept by the person responsible for personnel documents. The employee is given the opportunity to review the current instruction and receive a copy.

Prepared by: position ____________ signature ____________ first name and surname ____________________ date ____________

Agreed by: position ____________ signature ____________ first name and surname ____________________ date ____________

I acknowledge that I have read the instruction: first name and surname ____________________ signature ____________ date ____________

Regulatory Framework

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